Complaints

• Initial Complaint

  09/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been requesting a refund since February 2024 for GAP and warranty coverages on a Mazda 3 I had traded in. Have refined paperwork twice at dealership. 8 months for a refund is ridiculous. Have been in contact with a Sales Person who is also not being told anything. Please refund and remedy your refund policy. Also please coach or write up original person who did refund when I purchased GR Corolla.

  Business response

  09/26/2024

  I called and sincerely apologized to the customer for the delay in processing his refund, acknowledging that it should have only taken 4 to 8 weeks, not several months. I reassured him that I am personally making sure this will be resolved ASAP and promised to have a check to him by Friday. I apologized again, emphasizing how much we value him as a great customer and expressing regret for causing any frustration or inconvenience. I assured him that we’re committed to making this right and preventing such situations in the future.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/22/2024, I took my 2018 Tacoma to Viva for a 60K service. On 5/25/24 I arrived in Tucson and it was clear there was something seriously wrong with the transmission, which had been evaluated and serviced on the 22nd. On June 3rd, ***** *** **** of Tucson sent me photographic evidence that Viva Toyota had not reinstalled the transmission fill plug after service. I sent a letter to Viva on June 4th and the nightmare began. I have attached more detailed documentation, including photos and copies of my correspondence with Viva. I also have saved all texts, emails etc.

  Business response

  07/05/2024

  Myself and the customer have been working together to resolve the situation and we were able to come to an agreement. 

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told by Viva Toyota in Las Cruces, NM that I was due for a *** coolant exchange *** inverter coolant exchange and a *** transmission fluid exchange at 55,000 miles. I have the extended warranty on my vehicle so I did the services as the representative recommended so as not to have issues with my warranty. The services totaled $842.47. When my spouse and I checked the toyota service manual and the online toyota service manual the services were only recommended if we tow, which we do not. Both my spouse and I spoke with the service manager ***** *******. He told us that the dealership recommended after 50,000 miles, even if we don't tow. I am afraid this dealership is taking advantage of people and will likely continue to do so if I don't say anything.

  Business response

  07/17/2023

  Hello ******* *****,
  
  We are sorry again for your experience with our service recommendations. Toyota maintenance schedules are a general guide line, and are left to individual dealers to recommend services based on geographical location.
  Viva Toyota recommends *** products. They help to ensure system efficiency having the cooling and transmission checked and/or serviced every 30,000 miles. A qualified *** service every 30,000 miles extends your Limited Lifetime Warranty and protects your investment. It was explained to your spouse that the services were approved and rendered. Peace of mind with vehicle maintenance is what *** services are designed for.
  We are sorry that you weren’t happy with your purchase. As a goodwill gesture, our offer for a courtesy oil change service still stands.
  
  Viva Toyota of Las Cruces Management Team

  Customer response

  07/18/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I’m rejecting because:
   I would appreciate documentation since you told us it’s due at 55,000, 60,000 and now 30,000 miles. 
  

  Secondly, I wasn’t told that it was suggested service, I was told it was due. Those are different things. 

  
  Regards,
  
  ******* ***** 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  07/26/2023

  Dear ******* *****,
  We thank you for your feedback on our services and apologize for any confusion that may have resulted
  from the recommendations. Viva Toyota of Las Cruces stands behind our services and products.
  Attached is a product guide line for when to offer each service. It can be seen that most services and the
  ones you purchased, should be offered beginning at 30,000 miles, and every 30,000 miles after initial
  service.
  As stated in original reply, a member of our management team recognized the confusion between you
  and our staff and offered a goodwill gesture. We appreciate you making us aware of your negative
  experience. We strive to provide excellent customer service in a timely manner. Please let us know if
  you have any additional questions, concerns, or comments.
  Warm Regards
  Viva Toyota of Las Cruces Management Team

• Initial Complaint

  06/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Viva Toyota group of Las Cruces New Mexico. On May 5th 2022 I purchased a new 2022 Toyota Corolla LE from Viva with the agreement of a 4.45% APR through Nusenda Federal Credit Union. The buying process took about 3 days to provide pay stubs, a credit pull and approval from Nusenda, but the sale was final as of May 5th. Viva also informed me that a servicing contract and added window tint, wheel locks and nitrofill were not optional from my auto sale and I couldn't remove them from the amount of the car despite these items not being installed on the car yet, claiming it was a markup. On May 24th and 28th Viva contacted me saying Nusenda suddenly denied my loan claiming my income doesn't qualify and I would need a cosigner. I forwarded them a pay stub that matched the amount I said I make weekly. On June 4th 2022 Viva said I was still denied and I would need to go through another lender but my new APR will be 13%. At no point did I give them permission to run my credit a second time or contact another bank, I was set on Nusenda as they said I was approved at the beginning of May. Viva’s sales manager explained that my ‘approval’ from Nusenda was only a pre-approval but on my contract with Viva that is not disclosed anywhere, nor was it disclosed to me verbally. Viva then said I would need to return the car if I didn’t agree to the new APR. The closure of the sale has been final since May 5th but a month later the dealership is avoiding any contact with me that isnt over the phone, not wanting to reply over email or in writing.

  Business response

  06/08/2022

  We read the customers concerns and contacted her immediately. We asked her to give us the details of her experience through the buying process to better understand where the miscommunication arose. Unfortunately the miscommunication was that she had given us permission to obtain approvals from other banks which caused the unwanted credit pulls. We apologized and thanked her for her honest feedback, and assured her that it would be addressed among our team to strengthen our level of communication with customers in the future. 

  Customer response

  06/09/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  **** *******

  
  

  I am rejecting this response because Viva is avoiding addressing my concern as the miscommunication was not from my credit pulls, it was lack of communication and fraud from their lying. Viva neglected to inform me about the lack of approval for financing for 23 days after close of the sale. my date of purchase as seen on my contract is May 5th, i didn't receive any notification from Viva about the denial until the 28th of May and a denial letter from Nusenda FCU until May 30th. I have since returned the car to avoid any legality concerns on my end to which **** ******** Viva admitted to fault that i have an audio recording of. Viva neglected to inform me verbally or in writing that my approval for the loan on May 5th was under "stipulation" as Mr. ******* put it. I have audio recordings, call logs and emails to provide my reaching out to Viva Toyota who refused to do any communication in writing, I had sent multiple emails to **** ******* and ***** ********* at Viva Toyota requesting to handle matters over email so we would have everything documented, to which they ignored. I have received my trade-in back from Viva and returned the 2022 Corolla as of June 7th 2022. 

*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. ↩