Complaints

• Initial Complaint

  01/02/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I traded in my **** Toyota ****** for a **** ****** ****** at rivertown Toyota ******** **, ****. No problems with the deal or trade in or price Obie the sale recess actually great. But I was told I could use my credit card for the down payment and then when I get to finance to close the deal the story changes and I can only partially use it due to a policy they have. So I think ok that is inconvenient, then the reader doesn’t work so my wife had to bring her card in after the finance rep was rude. I was offered no warranty or service options, just rushed out. When I followed up with multiple people about a review I left I got no response. Also I was told that day I needed to do nothing for title paperwork with my bank and now it’s 30 plus days later and I’m being contacted by my bank they need certain information from the dealer to validate my loan as an auto loan. I call grant late in day and was told this would be a priority and was never called back. So no here I am no plates and my bank about to raise my rate on my loan cause I don’t have proof I used it as an auto loan.

• Initial Complaint

  12/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  Rivertown Toyota contact me about their Toyotathon. The corresponding was done through text, I mentioned the only way I would come in is if they offered a good deal that it was so good to point it was almost free. Since last time I was in there was like ***/*** time frame and walked away with nothing cause of credit. In text messages you can see date text started, the business and the dealer. Also listed was me saying I would rather the would not check my credit. Last picture shows Rivertown today tapped it twice at the end of the week without my permission violation of my privacy. I did call the following week and talk to a woman telling her what happened. Was told a message would be left for general manager I believe to contact me. Here we are in ******** and no call as to why the tapped my credit twice.

  Business response

  01/02/2025

  Thank you for your review. I am sorry for the delay in my response, and any inconvenience it may have caused you. However, I hope that one of our representatives has already reached out to you before this. We highly value your feedback and will take measures to avoid similar issues in the future. I will take a deeper look at this matter and take the necessary steps to remedy the situation on your behalf!  If you require any further assistance, please do not hesitate to contact me using the information provided. Thank you for bringing this matter to our attention.

   

  Winford Lee

  919-675-3630

  Customer response

  01/10/2025

  
  Complaint: ********
  
  I am rejecting this response because: The case is not yet resolved.
  
  Sincerely,
  
  ******** ******

  Business response

  02/03/2025

  Business stated Over the phone to BBB, they will take a deeper look at this matter and take the necessary steps to remedy the situation. 

  Customer response

  02/03/2025

  
  Complaint: ********
  
  I am rejecting this response because: They have not reached out to me or resolved.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I wished I could give the dealership NO STARS, but it would not let me submit unless I clicked at least one. I bought a Ford ****** on 7/24/24, traded my 2010 Honda ****** in for the vehicle. That evening (7/24) maintenance light came on. I went back to the dealership on 7/25, car salesman told me to bring it back (Toyota) dealership and he have the service dept to look at it. It was looked at by the Toyota dealership. It was stated that they could not get the maintenance light to go off (wrench icon on screen) and to take it over to the **** dealership. I took it to the Ford ****** to the Ford Dealer, which is a partner of dealership in which I bought the car from. I explained to the service member *******) what light was on, he then stated that was a power/drive train issue and I needed to make an appt, appt was set for 7/27/24. I was later contacted by car salesman that sold me the Ford ****** (****** ****) he suggested that I bring it to Rivertown Buick. I took it there 7/26/24 to service dept at Rivertown Buick. I was later told by a reliable source that worked in the service dept that I needed to come and get mt car (Honda) because the Ford was a WHOLE BUNCH OF PROBLEMS or see if the dealership will swap cars w/ same terms. I went to the dealership, spoke w/ Rob, GM and I asked for my trade back, he stated that it had been sold, I explained to him that I did not want to keep the Ford because I had been informed that I was sold a lemon. He explained that the car had been fixed and further explained I was not comfortable w/ keeping a car and the motor/transmission was bed. I proceeded to go back to the service dept. I asked for print out of codes, I was given the print. On Sat, I spoke w/ another salesman, which he stated that my car (Honda) was at the back of the lot.

  Business response

  08/17/2024

  ** ********** **** ********** **** ******** ****** ** *********** ******* *** *** ****** ******* *** ***** * ********** ** ***** ******* *********** ****** * ********* *********
  
  ---
  
  Dear Ms. Delgado,
  
  Thank you for reaching out and sharing your experience. I’m genuinely sorry to hear about the difficulties you’ve encountered with your recent purchase and the inconvenience it has caused you. Your feedback is crucial to us, and we take your concerns very seriously.
  
  Firstly, I apologize for the frustration you've experienced with the maintenance light and the confusion about where to take your vehicle. It’s concerning to hear that you were directed to multiple dealerships and faced issues with getting a clear resolution.
  
  To address your concerns:
  
  1. **Vehicle Issue:** We understand that the maintenance light and the power/drive train issue have been significant concerns. Our goal is to ensure that you receive a vehicle that meets your expectations and operates reliably. We will review the service records and diagnostics to understand what went wrong and how we can rectify it.
  
  2. **Trade-In Concern:** I’m sorry to hear that there was confusion about your trade-in vehicle. It’s unacceptable that you were informed it had been sold, and we should have communicated more effectively regarding its status.
  
  3. **Resolution:** Given the circumstances, we want to make this right for you. We can discuss the following options:
     - **Vehicle Exchange:** We can offer an exchange for another vehicle that meets your requirements.
    - **Additional Support:** If you prefer to keep the Ford ******, we will ensure it is thoroughly checked and any issues are resolved to your satisfaction.
  
  Please reach out to me directly at ###-###-#### or ************************ so we can schedule a time to discuss the best way to resolve this matter. We value your satisfaction and are committed to ensuring that this issue is addressed promptly.
  
  Thank you for your patience and understanding.
  
  Best regards,
  
  Winford L**
  GSM
  RiverTown Toyota 
  ###-###-####
  
  ---
  
  **** ******** ***** **** *** ********** *** ********** ************ ********* ***** ********* *** ******** ***** ******* *** ***********

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my Toyota * ****** in the service department and requested a 55,000 mile premium service. I also requested that all of my tires be replaced with the same tires that I currently had. When I usually pick up my vehicle I get a print out of all the specs. This time the service technician stated that the computer was down so he didn't have a print out. Upon receiving my vehicle and looking at it when I went home I noticed that the tires were a completely different cheaper tire. I also noticed that no service had been done on my vehicle. The "Needs Maintenance" light was on. The sticker in the windshield still read "Next service due at 55,000 miles." I called the service department 3 separate times in which I was put on hold then disconnected or sent to a voicemail with no return call. This is the 3rd time since I bought this vehicle from this company that no service was performed after I paid for it.

  Business response

  07/29/2024

  Subject: Response to Your Service Complaint
  
  Dear ******,
  
  Thank you for bringing your concerns to our attention regarding your recent service experience at our dealership. We sincerely apologize for the inconvenience and frustration you've experienced with your Toyota ******* service visit.
  
  We value your feedback and are committed to resolving this issue for you. Below are the key points we would like to address:
  
  1. **Tire Replacement**: We understand the importance of receiving the correct tires as per your request. We apologize for the oversight in substituting the tires with different ones. This is not the level of service we aim to provide, and we will conduct an investigation to understand how this happened.
  
  2. **Service Completion**: It is unacceptable that you left with the "Needs Maintenance" light still activated and with no updates on your vehicle's service status. Immediately following your complaint, we will review your service records to verify what was completed and to hold our team accountable for any mistakes made during your visit.
  
  3. **Communication Issues**: We regret that your attempts to reach the service department went unanswered. We understand how frustrating it is to feel ignored, and we are currently addressing this issue with our service team to ensure that this does not happen in the future.
  
  *. **Previous Experiences**: We deeply regret that this has occurred multiple times since your purchase. Please know that we take your concerns seriously, and we want to rectify this ongoing issue and restore your faith in our services.
  
  To make things right, I would like to invite you back to the dealership at your earliest convenience to discuss your experience and ensure that the correct services are performed on your vehicle, including the proper tire replacement. We will ensure you receive a detailed printout of the services performed.
  
  Please contact me directly at ************* or ************************ so we can arrange a time for your visit. We appreciate your understanding and patience as we work to resolve these issues.
  
  Thank you for being a valued customer, and we look forward to making this right.
  
  Best regards,
  
  Winford L**  
  General Sales Manager
  RiverTown Toyota 
  ***** ********

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Rivertown collision will no longer do business with any one in my family nor will I recommend them to anyone, as the collision manager bill frazier is evidently unable to see fault of his own company for failing to replace a component on vehicle that they rebuilt an entire front end on a 2013 ram upwards of 24k in damage repaired and they decided to penny pinch on a 180 dollar fan blade even after replacing the fan clutch its attached to and replacing the radiator and intercooler and mounting brackets that were in front of and behind this very same plastic fan that was involved in a front end collision and now this very same fan has broken apart causing damage to the radiator and other components, when confronted about this he said “yeah some how we replaced everything to Include the fan clutch but not the fan itself, I don’t know why we didn’t replace that it blows my mind, we’llgo back and make a missed damage supplement to the claim and the insurance company will pay to fix that and everything it broke” now the insurance company is not approving it and now I am coming to rivertown collision to own the mistake that they failed to replace this to begin even though it didn’t appear damaged so they just put it back on after it was in a front end collision, everything around it to include the fan cutch sustained damage on the fan blade would have been impacted some how even if not visually, and the collision manager some how does not see how it’s the company’s responsibility to cover this cost as it was originally missed by them. And i was told “I’m beating a dead horse with him that they will not pay for it” (even though he himself said they should when replaced it to begin with when I first approached him about it and he figured insurance would cover the cost now that they are denying it he is stating isn’t his responsibility as a business whose job is to restore customer cares back to the highest level of safety and back to manufacture specs when they do a repair

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2020 **** from Obi at this dealership around ******* *** 2022. We were explicitly told by Obi, multiple times, that someone would call us after the purchase of our car to schedule a time that the dents and scratches would be fixed, as this was a used car and the fix was part of the warranty. We were also told that the dealer warranty of 3 years 36k miles and 10 year 100k mile warranty would be transferred over on our military PCS move. We asked Obi multiple times if the warranty would be covered where we were moving to, and he said “yes” repeatedly every time. Around 2 weeks later, we still had not heard from anyone to fix the car. We called every hour and every day with no one answering the phone. We eventually drove into the dealership where they put up a fight about fixing the scratches and dents on the car, where we also found out Obi, who promised they would be fixed and gave us the information, did not file the paperwork to have the car fixed, even though there was verbal agreement that it would be fixed. We were able to have them take in the car to fix one set of scratches and dents and they missed the other set that had also needed to be fixed. We had to PCS shortly after this and the warranties are voided and cannot be used where we have PCS’d, and the dents and scratches that had been verbally agreed to be fixed have still not been fixed. Every call after to try to figure out the dents and scratches getting fixed have led us to voicemail, dead ends, and no returned calls. I feel as if we were discriminated against, and that we had bought this car under false pretenses. It was because of this warranty that convinced us to buy the car, and now we have no warranty and scratches and dents still on the car.

  Business response

  07/10/2023

  I have attached the purchase order and accessories due form signed by the customer. There was not an extended service contract purchased with the vehicle. With that being said it was a Toyota Certified Used Vehicle. That means it comes with 12-month/12,000-mile Limited Warranty and 7-year/100,000-mile Limited Powertrain Warranty. This warranty does not apply to any repairs performed outside the continental United States of America or Canada. 

   

  I have also attached a copy of the Toyota Certified Used Vehicle Warranty supplement. If I can be of anymore assistance, please let me know. 

   

  Chris B*******

  Customer response

  07/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: Your salesman repeatedly explained how the warranty would be valid in ******. It wasn’t until AFTER the papers were signed that it was disclosed that it would not be valid. We were also told that the scratches and dents on the car would be fixed. The form was supposed to be filled out and instead we were taken advantage of and the form not filled out and us discovering what the form meant AFTER the papers were signed. We feel discriminated against because your salesman knew of the time constraints we had to buy a car before we moved and told us everything would work out before we moved. I don’t think that a salesman should tell us that “someone will call you within the next few days to get the car fixed”  if it won’t ever get fixed, no one called us about it  and no calls will be ever be returned. 
  
  Sincerely,
  
  **** *********

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new 2022 ***** from them in ****** and have begun to have issues 1st it was the doors not auto locking, volume not working, the auto locking again. They asked that I make an appointment to repair the auto lock & car was dropped off at 7;15 , no one calls to say if car ready I called & to find out it wasn’t even touched because they we’re backed up. What’s the point of them making an appointment & if they were backed up why wasn’t I notified. Spoke with a rude Jennifer wing the service manager who told me I can leave my car which would leave me stranded or they’ll let me know when they’ll get to it it. Spoke with the rude GM Mr B******* who asked will I ever let him speak, those people never offered to repair my car, no apology & this car is still under warranty. I’ve never been treated with such disrespect. I felt as though I was discriminated against.

  Business response

  03/30/2023

  I do apologies for the lack of communication with Mrs. *******. It was myself Chris B******* General Manager that Mrs. ******* reached out to with her frustrations. I listened to what she had to tell me as I always want anyone with a problem or a complaint to tell me their entire view of what happened or didn't happen. Once Mrs. ******* was finished I the started to talk and immediately Mrs. ******* starting talking over me at that time I just told Mrs. ******* that if she keeps talking over me that we would not be able to have a conversation. At that point she hung the phone up on me.  I understand her frustration and I never meant any disrespect.  If there is anything I can do to rectify the situation I will be happy to assist.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my 2019 **** ****** on Thursday ********. By Saturday ******** my check engine light came on and the coolant over temperature warning came on. So I took it back to the dealership to be looked at. I even provided them with a photo of the lights. After about 30 minutes of people running around to see if I can even get my car looked at they advised me they need to keep my vehicle until Monday ******* and provided me with a rental. Monday I came back up there after work to be told the service department doesn’t work on Mondays and my car hadn’t been looked at. Tuesday I called up there and the right hand doesn’t know what the left hand is doing. I finally get a hold of a Michelle and was told they don’t see the lights coming on. So I asked did you turn the air on did you drive it, I was told they let the car run *** a while but will go back and and check those things. Now come Wednesday I called and they indicated they saw the light and it was being worked on. At this point I’m overly frustrated because of the lack of communication. And just fell like my concerns are not being addressed. Thursday ******** morning Michelle called stated they had to order a part and it’ll be ready Friday. Well Michelle called again Thursday and told me my vehicle was ready. I voiced my concerns and the manager ****** ****r gave me his card as a point of contact. I picked my car up and it seemed to have been repaired. But come Saturday the same lights came on and now my temperature gauge was floating up and down from hot to cool. I went home and parked it… later that day when I left again after driving a few minutes the lights came on again. But to late to take back to the dealership. So Sunday I get up to run errands and the lights and temperature gauge floating started again. The Service department is closed on Sunday and Mondays. But Monday ******* I called the ****** ***** (manager) 1st thing when they opened at 9 am to advise my car is still having the same issues and he replied he will have someone look at it but he’s about to go in a meeting. Which I understand that but I felt very brushed off especially as he did not ask *** any of my information and or refer me to someone to take my information down or say okay bring the car back in. At this point my car is not repaired and feel like I’m about to get the run around again. I haven’t had my car 2 weeks and I feel like I was sold a car that was not serviced before putting on the lot *** sale.

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a vehicle on *******. I spoke with the sales person and sales manager and was assured the car was pristine and showroom ready. My wife and I drove 2 hours to pick up the car. The night before I requested the car be in a covered area so we could inspect it since it was going to be raining. The car was not covered and it was wet so I was not able to inspect everything and notice the issues found after delivery. The following are the items I would like addressed: * Rock chips – Numerous rock chips on the front bumper and hood * Window seal – Leak in the window seal of the rear passenger window * Tail light – Passenger tail light has a leak and is holding water * Wheels – All four wheels (not tires) are in bad condition, appear to have been repainted with overspray on some areas and peeling on other areas *Wheel Lug Cover – One wheel missing 5 wheel lug covers * Rear Bumper/Hatch – 2 deep scratches on the rear bumper and hatch I've been having a hard time getting a call back from the dealership. Below is the timeline of communications: • Sent e-mail to sales person with concerns on ******* • Received an e-mail instructing to contact sales manager on ****** • Received a message from the sales manager on ****** @ 7:34 PM • Called and left message for sales manager on ****** @ 9:19 AM and 12:27 PM • Called and left message for sales manager on *** @ 11:45 AM • Sent e-mail to sales person asking him to follow-up with sales manager about returning my messages on ****** • Sent e-mail to general manager asking for assistance on *** • Left a VM and sent e-mail to general manager asking for assistance on *** Please see attached PDF of the e-mail sent to the dealership.

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In august 2021 I was in an accident My vehicle was taken to this location for repair most of the work was done but one part was not place on my vehicle and the insurance and myself has already paid them. I had to call them several time to see if the part was in. They finally got the part but still had not put it on my vehicle. I've been going back and forth with them to get the part put on with no luck. I've even reached out to the insurance company. Both keep saying I'll call you back but I have not gotten a call until this day it's been almost a year with no repair completed to my vehicle

  Business response

  07/18/2022

  Business Response /* (1000, 5, 2022/07/08) */ **************************************************************************************************************** the customers insurance company was ********* insurance. It took 7 months for the exhaust (parts) to come in. We reached out to the customer in February 2022 to let her know the parts are here. She told us very busy taking ******************* and very limited on time she can bring vehicle in. We want to get this repair complete. We left a voicemail with customer 07/***22 Consumer Response /* (3000, 7, 2022/07/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business did not contact me I contacted them several times before they finally told me the part was in. Also it was the business that kept saying they could not repair in one day they would need to keep overnight. On 7/**/** I finally got my vehicle repaired after waiting for almost a year

*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. ↩