Complaints

• Initial Complaint

  11/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Date of the Transaction:November 25, 2024 Amount Committed:$23,000 for a 2025 Toyota Corolla LE (VIN: *****************).What the Business Committed to Provide:Sales representative ***** ******** confirmed via text that the car could be purchased for $23,000 ($23,000, and the car is yours), which I have documented.Nature of the Dispute:Trusting this written offer, I drove over an hour to the dealership, incurring significant time and expense. Upon arrival, manager ***** ****** rudely denied the offer and dismissed the agreement entirely. He displayed unprofessional behavior, frequently interrupting me and refusing to address my *********** a minority female, I believe Mr. ******* dismissive and condescending attitude was influenced by prejudice, as he is an older white male. I highly assumed that he is a racist. This conduct made me feel disrespected and humiliated.This constitutes bait-and-switch, an illegal tactic under the *** Act, and may also violate anti-discrimination protections under the Civil Rights Act of 1964.Resolution Attempts:No resolution was attempted. Mr. ****** outright refused to honor the quoted price, despite my evidence.If Advertising Is Involved:The offer was communicated via text message, which I consider binding.

  

  Business response

  11/26/2024

  The customers statement is misleading and inaccurate. The customer wanted us to negotiate against 2 other dealerships and told us that she had received an offer for a Corolla with specific options for $23,000. When we reviewed the quote the competitors quotes did not include an actual VIN for the vehicle. We explained to the customer on multiple occasions that the lowest we could go for a Corolla with these specific options was $23,500. The customer declined the offer and said if we couldn't get to $22,500 out the door, we couldn't earn her business. We explained that we were unwilling to go to that price. The customer then showed up at our dealership and continued to offer $22,500 even though we had stated on multiple occasions that we were unwilling to sell the vehicle for that price. She then increased her offer to $23,000 and we were firm at $23,500. I cant speak to what the sales associate may have or may not have said during phone conversations, the sales associates are not allowed to negotiate pricing. The sales managers never provided a quote or committed to $23,000.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchase 2024 4 runner trd pro Total price $62,755 Part of that price is 699 for toyoGuard Platium It includes an interior and exterior protective coating. I drove four hours to pick up this car. Dealership is in ************* and I live outside of *************. After getting home I found out they did not provided the service I paid for . When purchasing the car, I mentioned the sales guy to not run the car through the automatic brush roller car wash because it would scratch new car. He never informed me That not washing the car means I would not get the protective coating. But it does not explain why the interior was not completed. On my detailed invoice, I purchased Toyota guard And that service was not provided. This is an example of dealer add-ons that they dont provide. Dealership discounted the *** advantage ( lifetime power train ) 1000 to get the deal done but never told me or had in writing that the toyoguard add for 699 went away. I paid for something that I did not receive.If a refund doesnt take place I will reach out to my laywer.

  

  Business response

  06/07/2024

  I have attempted to reach out to ************************ on multiple occasions and provided him with my email address to clear up this misunderstanding. I have yet to hear from him personally. ************************ is under the impression that he did not receive the Toyoguard product. This is inaccurate. Toyoguard is a product that is applied by Southeast Toyota Distributors PRIOR to the vehicle being delivered to the dealership. This product provides protection for the interior and exterior of the vehicle. It also provides the client with 2 oil change services, 3 tire rotation services, road side assistance, and rental coverage. The vehicle IS protected by ********* and the customer will receive the additional services provided through Southeast Toyota. Our dealership offers an additional exterior protectant that is applied when we detail the vehicle during delivery to the customer. The customer instructed our staff to NOT wash or touch his vehicle once it was delivered to our dealership. Being that the customer did not want us to wash the vehicle, we did not apply any additional paint sealer or clear coat protection. I have attached a copy of the original window sticker for the car ************************ purchased showing the Distributor installed option Toyoguard. Distributor meaning Southeast Toyota, NOT Cox Toyota.

• Initial Complaint

  06/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a **** **** ******, and they are continuing to pull my credit report even though I signed all the contract papers, and have the car in my possession.

  

  Business response

  09/06/2023

  I apologize that we did not communicate more clearly during the purchase of your vehicle. We initially sent your information to 2 lenders the day you first visited us. We then sent it to two more lenders in an effort to get you the best rate/terms that you could qualify for. I did try to contact you twice with the number you provided on the BBB case, after you submitted the case. I did not get an answer and your voicemail was not setup for me to leave a message.

  Customer response

  09/07/2023

   I am rejecting this response because: There was no phone calls from the company as my voice mail is 100% set up. This excuse is not accepted by me. This affected our credit score, and needs to be taken care of by Cox Toyota. 
  
  
  

• Initial Complaint

  10/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On September 23rd, sales associate Andre W******* provided delivery date of 10/10 for vehicle deposit of $1000 made to hold vehicle. Contacted by sales associate couple of days before pick up to inform me vehicle will be available for pick up 10/16, which is a Sunday and the dealership is closed. Request to speak with management resulted in voice-mail left by Josh on 10/10 to inform me that my orginal delivery date has always be 10/20 and it may arrive earlier than scheduled possibly on 10/17. This was not the deal or agreement and I was never notified of any other date, even during a follow up call made to Andre W******* on 9/29, I was still assured delivery date of 10/10. I contacted Cox Toyota on 10/11 and 10/12 left messages for management.

  

  Business response

  10/17/2022

  This customer has been advised throughout the entire process of her original expected delivery date.  When she last spoke to our Sales Rep, her delivery date was still in tact.  Then a hurricane hit Florida and delayed all port deliveries.  She was told her original estimated delivery date would be 10/10.  We received word because of the Hurricane in Florida,  it would be 10/20, however the vehicle arrived 10/13 only 3 days later than her original expected delivery date.  We notified her the car arrived on 10/13, now the customer wants her deposit back.  We are refunding her full deposit and we are sorry we cannot control Hurricanes in Florida.  I wish we could.  

  Customer response

  10/18/2022

   I am rejecting this response because:
  After an unpleasant phone conversation with The General Manager I was informed that my orginal date has been 10/20 due to the time my deposit was made however the vehicle arrived earlier and they contacted me on 10/13. When asked if I was coming to get the vehicle or not, I  shared that I made plans for pickup on 10/10 and  arrangements will have to be made. I asked about what timeframe I had to come pickup the vehicle and I was told by the end of the month. I requested to have images of the vehicle sent to me to verify its what I ordered in addition to vehicle infomation, and pictures since there has been alot of misleading information. The manager was very upset that I filed a complaint with The Better Business Bureau giving them a bad review, that I was understanding of phone system changes which caused them not to answer my calls or return messages I left and due to that fact declined to sell me that vehicle I ordered and had the deposit to secure. 

   

  
  

*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. ↩