Complaints

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son went in for a routine oil change on 3/22/2024, he was called into another office from the waiting room, by (*********** Service Mgr) they double teamed him trying to sell him an additive for engines in case in case of a cease. He respectfully declined several times, they walked him into the shop, which is a safety hazard, and were relentless still trying to to close him on some product that had no value to him. Due to the fact that he didn't buy the product they put an electric gun to tighten the oil plug, its supposed to be done by hand, with that said "they stripped the oil pan thread and plug. It had a constant leak that was now unrepairable, and needed new parts. The vehicle leaked out 2 Quarts of oil in 30 days. I sent an email to ************************************************** no response from either. I am owed $820.00 for parts and labor for a new oil pan and plug on his 2022 Rav 4

  

  Business response

  08/05/2024

  Service Manager ********************* spoke with customer today, August ********* in reference to BBB complaint ID# ********. Upon speaking with customer it was come to the mutual conclusion that the customer is ok with assuming the costs of repair. The customer was upset in regards to their visit on 03/22/2024. Customer alleges that dealership utilized wrong tool during oil change. This is not true. Dealership in no way acted in retribution in regards to customers decline of attempted sale of additional services. Dealership completed oil change as requested. Issues arose with the vehicle and dealership never had the vehicle brought back in to evaluate and offer any solution. Vehicle was then brought to different shop and had work completed. Upon speaking to customer to resolve complaint, the customer aligned as they work in the automotive business. If customer chooses to return to ******************** for an oil change, customer would be granted $20 off oil change service as a courtesy in an effort to continued relationship with customer. 

  Customer response

  08/05/2024

  
  Complaint: 22048725
  
  I am rejecting this response because:, the dealership is not taking responsibility for their actions. (*****, states we have no proof that they did the damage. He said he has spoke to his service advisor previously on his aggressive sales tactics. However I never agreed on picking up the cost of their error. Thats not accurate. Last we left off, he was speaking to the owner ***** Ciasulli.
  
  
  
  Regards,
  
  *******************

  

  Business response

  08/08/2024

  Galaxy Toyota performed your oil change as recommended by the manufacturer and a trained mechanic. There would be no connection with any sales tactics and issues with your vehicle. Galaxy Toyota did not damage the vehicle and it never had a chance to inspect said issue because customer took it to another shop. The dealership only offer will be $100 issued to customer solely as a courtesy not by an admission or acceptance of liability to said complaint but in any attempt to preserve a future relationship with customer. 

• Initial Complaint

  05/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On Friday 5/3/24 I looked at the Galaxy Toyota website for previously owned Toyota Camry's. The dealership had as an online tool to determine what they would offer in cash or trade for my car which was a 2017 Audi A4. Their offer was for $13450. I went to test drive a 2022 Camry (vin# *****************). The internet price of the car was $24888 (I have the hard copy). My salesman was *****************. He checked with the manager and then he said the price was $27000 (approximately). I asked why the over $2000 in price difference and he said it was to pay for getting the car ready for sale. I was told all dealers charge this. I pointed out that the Carfax provided by them showed that the only work done by them on 4/26/24 to get the car ready for sale was oil and filter change, new wipers, and washing and detailing the car. Not anything worth $2000 in added cost. ******** spoke to the manager again and said the price was still $27000 (approximately) and that this was the price to take the car out the door. I took this to mean all added on fees, tax, etc. were included. I said ok.After about 5 hours I finally sat down with the finance manager. I'm 76 and I was very tired. He had me sign many forms. He pressured me to add on an extended warranty saying it would add only $15 to the monthly payment because with it I could get a lower interest rate. I finally agreed after saying no a number of times. The finance manager did not take any time at all to review with me the final purchase agreement. He just gave me one form after another to sign.Over the weekend I took the time to review the paperwork. The price was listed as $27080 (before taxes and fees) instead of the internet price of $24888. On the internet page on this car it says "Price includes all costs to be paid by a consumer, except for licensing costs, registration fees, and taxes. Documentation fee is $799" There is no mention of other fees to get the car ready for sale. I was overcharged $2192. Deal #******

  

  Business response

  05/09/2024

  Galaxy Toyota has reached out to customer and have reached a resolution that is both satisfactory of that to the customer and the dealer. In reference to ************************ complaint. Galaxy Toyota will cancel the warranty policy with the agreement number ******** in the total amount of $3,460. This will be paid to *********** Auto Finance against the amount financed that was approved and submitted to the bank.  In addition, for Mr. **************** concern, the dealership will issue $250 as a managers exception to help assist alleviate an elevated level of concern. I, *********************************, ******************** Manager spoke with ****** on 05/09 at around 4pm in which the customer is accepting of the resolution. 

  Customer response

  05/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. However, as of today's date of 5/16/2024, there is no proof that Galaxy Toyota has cancelled the warranty policy # ******** in the amount of $3,460. ********************** assured me again today by phone that Galaxy Toyota has done their part and it must be somewhere in process at ***********. I spoke with a representative at *********** today, and was told they could find nothing about a credit of $3460. I will re-file my complaint with BBB, if needed, in the near future.
  I did receive the check for $250 from Galaxy Toyota. 

  
  Regards,
  
  *********************************

• Initial Complaint

  02/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  see Attached document

  

  Business response

  02/22/2024

  There is no attachment. Please resend

  Customer response

  02/22/2024

  
  Complaint: 21331309
  
  I am rejecting this response because:
  There was no response, which means they reject my complaint, which means they dont value their customers. They should notify customers when the appointment is made about the credit card surcharge.
  
  
  Regards,
  
  *********************************

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i purchased a vehicle, the salesman said a got a bank to approve me for a loan because i was financing. i told him all these paystubs i'm giving you are from my job that i have now but i'm getting a new one soon. this was in april. not even a month goes by he goes, "oh ****** it's been like 3 months since u had the car were gonna need it back" im like for what he goes, "your bank information doesn't add up" im like well how did you get me approved? he just kept telling me lies and bs and used me messing up a car that i thought was mine as an excuse not to give me my money back or the car. the car payment was only 4 hundred something i have proof of me being able to cover that easy.

  

  Business response

  06/29/2023

  Due to to a clerical error at the dealership, ****** should have been refunded his initial deposit of $1000. The dealership was unable to obtain financing for the customer and a down payment was placed in the amount of $1,000. This is being returned to ****** via check. I spoke with ****** on 06/29/2023 at 3:10pm informing him of their refund. Offered to have check to be able to pick up as customer is local but customer chose to have it delivered to address on file. Customer is satisficed. 

• Initial Complaint

  04/13/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was told when inquring about the price of a used vehicle that the internet price was correct and there would be no additional dealer add-on fees. The cost of the vehicle,( $25,599 ) plus tax title license ( $2046 ) and a dealership fee of $579. I verified all of this with their internet sales person ( ***** ) as accurate and correct. When I went to the dealership they were adding another $3,000 plus in dealership fees. I objected. They told me that ***** should not have told me there wouldn't be any additional dealership fees and would not sell me the vehicle at the advertised and promised total price. I feel they are falsely advertising and being very deceptive.

  

  Business response

  04/26/2022

  **** vehicle was listed for the correct price. The consumer was working a few different scenarios which resulted in an increase of $700 because the customer wanted to use outside financing for his vehicle which based on our Disclaimer is outlined. "Advertised prices includes all available Manufacturers Rebates/Dealer Discounts. Price(s) include(s) all costs to be paid by a consumer, except for licensing costs, registration fees, and taxes. Documentation Fee $579.Not every consumer will qualify for all rebates and/or discounts. Price will increase by $700 if not financed through Dealer. While great effort is made to ensure the accuracy of the information on this site, errors do occur so please verify information with a customer service rep. **** is easily done by calling us at or by visiting us at the dealership. Must print e-Price page to get e-Pricing. Valid 48 hours" 

  Upon reviewing the phone call, it was not explicitly explained that the customer would be seeking outside financing. The representatives on the phone are able to confirm availability and the internet pricing. Any additional pricing structures or quotes are done in our showroom. While it was not with ill intent or malice that the rep confirmed the pricing of the vehicle. When the customer came into the showroom he was seeking alternate financing which resulted in an increase of the vehicle. While we strive for ultimate customer satisfaction and the utmost transparency at times different scenarios present different pricing. At that time another customer came in to purchase the vehicle so it was no longer available. 

  Customer response

  04/26/2022

  
  Complaint: 17025130
  
  I am rejecting this response because: It is an absolute lie. I was prequalified thru their website for *********** and they deal with them. Also, there were no other "scenarios" but the price I was quoted by their internet sales person and they wanted to add $3,000 in additional "fees'......Nothing they are claiming is true...nothing!! 
  
  
  
  Regards,
  
  *************************

*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. ↩