Complaints

• Initial Complaint

  12/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, my name is **** *****, just 6 months ago I bought a supposedly new 2024 Camry from Toyota Lakewood. I bought the car on May 11, 2024. I had problems from the beginning because the address and personal information were wrong. I questioned the seller, he would tell the financier to correct it. He did not do it. My plates arrived 2 months later and the contract 5 months later, and I could not make claims for the high cost of interest and not being able to refinance. According to the plates, the sticker expired in October 2024. I went to the *** and found out that I was not the first owner, there was another one, meaning the car is used, not new. I could not get the sticker or tag out because there is supposedly a problem with the car. I called Toyota, spoke to the young woman, she explained everything as she explained here and I was ********* addition to that, I gave him $1,500.00 down plus he had $1,000 in bonus and they did not award it to the contract.

  

  Business response

  12/19/2024

  I, **** *****. Called customer and she said she doesnt speak english.  we will have someone that speaks spanish contact her and address any issues

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A little over a year, I purchased a vehicle from Gettel Toyota. The car had bumper damage and since the salesperson said he could fix it I took the vehicle. I started to notice problems with the vehicle and brought the car back to get looked at. Four services later they said it was fixed and it wasnt. First the car started to shake over 40 then 50 and now 60. I put ****** dollars down. It has been an issue and when I try to get it traded in they want to charge astronomical number plus make me put another down payment. I know cars have issues but not when they are fairly new. The vehicles on the lot are taken home by employees so they must of been in some kind of accident and did not report it. As a 100% disabled veteran and many veterans alike, we are situations where credit does not allow us to make to many demands. Its no surprise how the VA treats us like trash same goes for businesses. All you hear is I wasnt hear, or get dirty looks.

  

  Business response

  12/19/2024

  Brought Mr. ******* and we are trying to trade the vehicle in or fix his current vehicle.  He had health issues and has not been back since his visit here.

  Customer response

  12/19/2024

   
  Complaint: 22535422
  
  I am rejecting this response because: this issue was bought to the dealership 4 times and only when it was sent to the BBB was action taken. I asked for the vehicle to be fixed and I was told that since the bumpers were plastic the only thing they could was s**** it together. I also had issues with the alignment and tires. The response to that was that there was not much they could do. I have offered alternatives and even offered to take a used car in exchange for the one I have. I was told no obviously because it would not make the dealership any money. This issues boils down to a car dealership looking for ways, like many, to manipulate veterans. I rather just keep the truck and request my downpayment be returned to me. Like I have stated many times its unfortunate that I went into that dealership with the utmost confidence that I would be treated right, only to be cheated by yet another dealership looking to make a quick buck. 
  
  Sincerely,
  
  ****** *******

  

  Business response

  01/24/2025

  We offered to look at the car again and the customer suggested to trade the car in.  unfortunately we were not able to get financing on a new tacoma.  Returning the down payment is not an option.  This was sold as a used car and we still offer to take a look at the car in our shop and see what kind of repairs the vehicle needs. 

  Customer response

  01/27/2025

   
  Complaint: 22535422
  
  I am rejecting this response because:

  
  They never offered to look at it as I bought the vehicle in 4 times. I also had bumper to bumper warranty as I was told by the finance manager. Like the manager said it was a used car and I was looking to trade it in with another used vehicle. They could not finance me because they were looking for another big down payment. Also as one of the general managers stated that if he saw a vehicle like that on the lot he would have never bought the vehicle, yet they sold it to me. the sales person and the finance manager knew the vehicle looked the way it did and still sold it to me. They never did an inspection because I also had to buy a new battery because the one in the vehicle was no good. 
  Sincerely,
  
  ****** *******

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 19 and April 20, 2024, I signing papers for the purpose of buying a 2015 Toyota Prius from Gettel Toyota at *****************************************************************************************. On April 20, I was given the "keys" to the vehicle and was told the paperwork would come in my email for the protection of my identity information. When I opened the email and downloaded the document, it asked for a password that I did not have. Also, no matter what I tried to type in, the program kicked out the very first stroke. After multiple phone calls and emails and a promise that my papers would come in the mail, I still do not have any documents of any kind. I sent emails to *************************, ****************************************** and to ***********************, General Manager, ******************************************* I would like my documents, including documentation of the 5-year, ****** mile warranty, the tire warranty I am paying for, and the maintenance program I was promised.

  

  Business response

  06/05/2024

  I'm being told that ******* emailed documents twice, and we have printed and handed over the requested documents in person.  Nevertheless my business mgr. ******* is fed-exing the documents with a tracking number.  Please let me know when you receive them and we can review them again if you have any questions.  We will text and email you the tracking number. So sorry for the inconvenience. 

  -***********************
  General Manager

  Customer response

  06/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On January 30, ****, I visited Gettel Toyota of Lakewood about a 2020 Toyota Tundra, VIN *****************, color ********** Cab, V-8, for sale on their lot and advertised on their website and Cars.com for the list price $33,789. My wife and I were too trusting and didnt pay attention to the details on the sales paperwork. Big mistake. We were going to pay cash, but the salesman said theres a $1,000 credit to finance with Toyota Finance. So, we decided to do so. I received all the signed paperwork via email later that day which were .pdf files but password protected. We didnt have the password and it was a week or so before I got it. When I saw the .pdf files, I saw figures I wasnt familiar with and to which I am complaining now. I reached out to the salesman, the Sales Manager called me on 2/17/24. He explained. It made no sense. I was not happy after our phone conversation.My complaint is the listing price. The Ad says $33,789, but when we purchased the truck, they listed on the sales documents a list price for $38,695 (whered they come up with that?) Again, the sales manager explained it to me on the phone, but it made no sense and I still believe is deceptive advertisement and behavior). Next on the sales document is listed a savings of $2,906 (arbitrary?) which makes the Vehicle purchase price of $35,789 ($2,000 more than the advertised list price); next they add the Gettel Advantage for $2,995 and with a $1,000 discount. This should be on the listed price of the vehicle on the window and in the Ad, not added later quietly during the paperwork signing marathon. Thats deception. They claim its plainly listed in the disclaimer and on their website. It is there, but can easily be missed, which happened to us. You have no choice on turning down the advantage. Their disclaimer I found at the bottom of the advertisement, after the fact, 12 pages down, and only listed there. Our trade-in: $15,500

  

  Business response

  02/19/2024

  ************** I would be happy to sit down with you and discuss the pricing in person with you, some of the third party websites do not disclose the complete pricing structure which is broken down on our website.  I still would like to provide clarity for you so you can be happy with your purchase.  My email address is ********************************** I look forward to hearing from you soon.

  Customer response

  02/19/2024

   
  Complaint: 21310582
  
  I am rejecting this response because:
  
  Pricing has already been explained to me.  I do not wish to discuss with you again because you have already explained it to me.  I disagree with your pricing policy and that it was not fully explained to me upon purchasing the truck. I would not have purchased the truck had I known. Your advertised price online did not match the price you used in the paperwork  (before adding the taxes, delivery charges, etc.)  Your pricing policy is misleading  

  Sincerely,
  
  *********************

  

  Business response

  02/21/2024

  I understand your concern, please reach out to my personal email so we can get this resolved for you. ********************************** thank you.

  -***********************

  Customer response

  02/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me though they did not offer the full amount of $2,000. They are sending me $1,000 and I consider this matter closed. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Upon purchase of our vehicle we were offered their ***************** service. We refused , stating they are located too far from our home. We were told by our salesperson we could take our vehicle to ANY Toyota dealership. Turns out this is not true. We have to take it to Gettel dealers in *********, again, all too far. We asked for a refund and got nothing but a runaround. Wasted time and money. We feel that we were scammed. No resolution from them.

  

  Business response

  05/22/2023

  ********************,

  It looks like you purchased your car a year ago, and live in the ******** area, roughly 25 minutes from our dealership where you can have ********************* applied, not every Toyota dealership has an Auto ****** machine, but you can have it applied at any dealership with an Auto ****** machine, their website can identify dealerships in your area if that is helpful. 

  ***********************

  General Manager

  Gettel Toyota of Lakewood

  Customer response

  05/23/2023

   
  Complaint: 20084041
  
  I am rejecting this response because: We specifically said we do not want to make the drive to *********.  We were told ANY Toyota Dealership had the service offered this service. No, it is only dealerships located in *********. Then we aslo are informed ********************* service is not available on Saturdays. It might be 25 minutes with no traffic. Our schedule requires ** to go during rush hour traffic. It is 35 to 45 minutes each way. 

  
  Sincerely,
  
  ***********************

  

  Business response

  05/24/2023

  We would be happy to accommodate you on a Saturday, with an appointment.  It's just typically a busier day, but I'd be happy to make an exception for you. Please feel free to reach out personally, my email is *********************************.  ***************** is a non cancellable product, however I'm sure we can find an accommodating way to get it applied for you. I look forward to hearing back from you.

  ***********************

  Customer response

  06/02/2023

   
  Complaint: 20084041
  
  I am rejecting this response because: We agreed to purchase this service under false pretenses.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Christmas night of 2022 I ran over something that ruined my splash guard causing a scraping noise from underneath the car. On December 26th I arrive to the business to get my car inspected to see how much the repair will be. I am told to come back with an appointment as they are busy. I make an appointment for the 27th. On December 27th I return to the business but I did not have a confirmation and I am told I did not have an appointment. I leave and make appointment for the 28th and take a picture of the confirmation. Mind you in order to make the appointment, I needed to state what I needed to be done to my car. I needed and inspection for a scraping noise from underneath the car. I return on the 28th and the employees were quick to tell me I did not have an appointment and I showed them my confela tino and they suddenly did not know what to say. Another employee takes ten minutes to come out to me. I tell him I need an inspection and he says they do not do that there. I ask to speak with a service supervisor. She says that I should have called the business beforehand. Every time I have called this business it always goes to voicemail and the employees always recommend making appointments online because it is easier for them. Three days of my time were wasted because no employee told me that there was no body shop in the business. Instead of wasting the customers time, the employees should be more aware of the services provided in the business. The supervisor has no remorse either and blamed the situation on me when I followed the steps her employees recommended to me by making an online appointment. If there was no body shop to begin with, my appointment should not have been approved.

  

  Business response

  01/18/2023

  I apologize for your frustration, and am not sure how the communication process had broken down to the point where you had to come back multiple times. We do not have a body shop at this location, but could have easily looked at your car and gave you a referral over there.  I apologize this was not relayed to you.  If you would like to discuss further or need a referral to Gettel's bodyshop I'd be happy to do so, I'm typically in the office M-F 9-6, please feel free to reach out anytime.

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car needed repair after running over something on the freeway. Part for the exhaust was damaged. They claim there has been an issue with supply chain and they have no idea when the part for my car will arrive. Its currently back ordered and there is no way for them to determine when it will be ready. Toyota has had my car for 6 weeks and have yet to help me get a loaner car, leaving me with hundreds of dollars in Ubers trying to manage a full-time job and other responsibilities without a car. There has been a complete lack of communication and follow-through from the service advisor, ******* and the manager of the service department, ******. I am disgusted by their service and how they have done nothing to help me get around in the meantime, or even offer to take a percentage off my bill to help cushion the blow of this incredible inconvenience.

  

  Business response

  11/16/2022

  Customer caused the damage to their vehicle, their part was on back order, we continued to search for the part and found it stocked at another dealership.  We heavily discounted the part for her wait, but the damage was caused by the customer, and we don't pay for rental car in those instances. The car has been completed and the customer picked up last week.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My wife and I bought a 2021 Nissan Rogue from this dealership 3 weeks ago. The finance department contacted me today and stated that the credit union financing this vehicle needs additional documentation, 1.) being a permanent resident ID from myself. I am a US Citizen, born in Connecticut and a disabled veteran. Ken S., the finance representative said they need it in 2 days or the deal will fall through. We put $15,000 down on this car, registered it and took delivery. This dealership is causing myself and my wife undue stress and inconvenience. You mean to tell me that they waited almost 3 weeks for this? Ridiculous. I want compensation for the disrespectful treatment and stress caused by them. This dealership is a disgrace and treats veterans like trash. Ken S. is pathetic. I want this dealt with.

  

  Business response

  08/22/2022

  Business Response /* (1000, 5, 2022/07/18) */ The call back from the credit union stated it wanted a permanent resident card from the applicant instead of co-applicant. (a mistake by the bank) Ken is a new finance manager and didn't discern the mistake made by the bank. The time that lapsed is completely on us and a mistake by ken. And I apologize for that. Shannon O. my lead finance manager got involved and straightened out the mistake by the credit union. The deal is funded and everything is being processed. We apologize for the stress and confusion it caused. Consumer Response /* (3000, 7, 2022/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a text book apology and excuse for an incompetent "finance manager". I want to know what actions will be taken to compensate me and me wife for the unnecessary stress and anxiety your "finance manager" caused us. This is inexcusable. 2 (two) day crunch time was given to us by Ken. I don't care how untrained your staff is nor do I care about personnel shortages. Furthermore, Ryan F., you failed to call me back which is why we are where we are now. Business Response /* (4000, 9, 2022/07/20) */ **** I had my lead finance manager call you back because I was out of town, I handled the issue with Ken internally. The bank has mistakenly asked for the information on you, even an experienced finance manager may not have discerned the difference, the reason for the time crunch was so that your approval didnt expire, and the deal could be funded in a timely manner. The bank was asking for information on you instead of your co-buyer which is why ken asked you, he was only doing what he thought he was supposed to do, i.e. fulfill the banks request to get your deal funded. I apologize this caused you distress, but I'm not sure why financial compensation would be required from us when Ken was just doing what the bank was asking. Your gripe is with the lending institution. We dont finance in house, we have to work with the lending institution as a courtesy to our customers to secure financing. They made a mistake and Ken passed along the information. Shannon got involved and got the issue resolved. I respect and appreciate your service as a veteran of our country but this was truly an honest mistake. Consumer Response /* (3000, 11, 2022/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Here's how you can right this wrong. Your dealership can give us a second key fob for this vehicle which it should have come with from the get go. Business Response /* (4000, 13, 2022/07/22) */ Sounds good, I will have my sales manager call you today and get that taken care of for you. Consumer Response /* (3000, 15, 2022/07/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the quick response. When I receive the remote and it is functional, I will close my case with the BBB and consider everything 100% rectified.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩