Complaints

• Initial Complaint

  10/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a safety recall letter in the mail for my 2022 Toyota Tacoma truck I only had it for 3 month do not have any problems with it at all at the time of the safety recall the truck cost me $60,000 pounds the recall is for the weld spatter near the rear axle shaft nut that was reported dangerous condition and needed to be checked out after the recall was checked out by capital Toyota there was no engine light on my truck engine did not run very good anymore as soon as i started driving it took it and they refused hearing anything raiding all of their truck engine sound like this not truth at all something had to be done to this truck for the engine to sound this bad I would never pay $60,000 dollars for a truck that sound like this I told them but they refuse to do anything about it

  

  Business response

  11/14/2024

  We completed a recall inspection only. This inspection does not require any disassembly of components and is completed through a simple visual inspection. Based on the inspection findings, the recall was not required. The customer then complained of a noise that did not exist prior to our inspection. We invited her back to check her issue and we had our Shop Foreman listen to the vehicle in the service drive with the customer. Our Shop Foreman concluded that he heard no abnormal noise and communicated this to the customer. The vehicle is still under factory warranty. It is our position that the vehicle is operating in a normal fashion. The customer is welcome to seek a second opinion at any other franchised Toyota dealership where her warranty will still be valid as well.

• Initial Complaint

  03/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  3/3 I took a BMW home for an overnight test drive. I was specifically instructed to bring my garage door opener. After returning the BMW, I realized they still had my garage opener. I’ve contacted the business several times requesting my personal property back. They ignored my request. I continued to follow up. They’ve just now told me that it was sent and signed for via certified mail. That is a blatant lie. I have a camera on my front porch. At no time, did any postal service, attempt to collect a signature. This business stole and my personal property. They are deceitful, manipulative, and hostile.

  

  Business response

  03/23/2023

  We are sorry for the issue with the garage opener. In an attempt to remedy this, we have mailed the opener to customer via USPS Certified Mail with Receipt on 3/15/23. I have attached a copy. I have also attached screenshot captures of inappropriate text messages sent to our sales representative from the customer. I have instructed our salesperson to block the sender's number and the rest of our staff to have no further direct communication with this person. It is always our intent to attempt to satisfy every customer but none of our team will be required to make further effort in light of the abusive behavior by this particular individual.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We purchased a pre-owned, certified car from Capital Toyota on July 6, 2022. The car had only one key fob, but we were promised a new one would be available the following week. It has now been over 5 weeks, and we have still not received it, having been told multiple times it is still not available. After calling the parts department at Capital Toyota, I learned that a new key fob for this vehicle could be purchased and available in one day. I tried to reach the manager 2 weeks ago, left a message but still have not received a return call. When purchasing the vehicle, we were rapidly asked to sign in multiple areas on a screen, which showed only the monthly cost. The process was very non-transparent. We had to return the next day to pick up the bill of sale detailing the actual cost. I would urge anyone dealing with this business to use caution.

  Customer response

  08/31/2022

  This complaint has been resolved completely by Capital Toyota.

  Thanks for your help.

  Richard J*******

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  At the time of purchase, the finance person (Chris M*****) presented 4 options for the payment plan. All of them included a 5,655 warranty charge, but this was not disclosed. Instead, a person would need to have a calculator in hand to multiply the amount by 72 payments and also know the taxes off the top of their head. Without that, it would be very difficult to even detect the additional $5,655 charge. There was no option to decline of the 4 options presented. Upon leaving I was given a thumb drive which was supposed to have all documentation in it. It did not have any files on it. I requested the documentation 7 days later and did not receive any documentation. 8 Days later I called the financing team to find out what happened and they talked about an additional fee that had been added, but it was unclear. I immediately went back to the dealership and they agreed to remove the $5,655 fee, but I have not seen evidence that this happened. The entire process is unethical, and consumers should be protected from this. I do have some printed documentation, but I wanted to start with a formal complaint.

  

  Business response

  08/05/2022

  The requested refund has been processed and the cancellation amount is being forwarded to the Lienholder. Customer has been informed. 

• Initial Complaint

  06/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took my car in on 6/14/22 to purchase a FOB and have it programmed. I was told when I made the appointment that the FOB was 198.00 and the programming would be 150.00. When I arrived for the appointment, I was again advised that the FOB was 198.00 my quoted price, and the programming was 150. Imagine my surprise when I was presented the bill of $450+. They did deduct 10% for ladyday. When I arrived back home, i see the additional charges were master key 54.99 which is part of the FOB and making my FOB price 252.70 not the 198.00 i was quoted. As well as a 22.50 environmental disposal fee. (They programmed a FOB there was nothing disposed of) Neither of these charges were mentioned prior. They were just added on my bill. On top of, when I got back in my car, my drivers floor mat was put in the back seat and the debris from the mat was dumped on the carpet rather then outside the vehicle. I am requesting a 78.00 plus tax refund from the added charges not mentioned.

  

  Business response

  07/07/2022

  I have left a message that I am sending a refund check of her request. Basically we over charge for the part quote and charge shop fees that did not apply to her repair. We removed her floor mat from the drivers side because of safety issues, per Toyota. The mat was place in the back of the vehicle and a mirror tag explaining such.

   

• Initial Complaint

  04/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a Nissan Murano on 10/19/2021 from Capital Toyota. In March 2022 I decided to trade my Nissan Murano. I went to ****** and they ran a car fax and it stated the vehicle had previous damage before my purchase. I was unaware of this and did not receive a car fax from Capital Toyota. Therefore the value of my Nissan had diminished in value. I also took my Nissan to **** ****** and received the same response. I reached out to Curry S**** on 03/27/2022 (sales representative). On 3/29/2022 he sent me a text stating the Nissan had minor damage. On 04/02/2022 Shawn C******, manager said there was no diminish in value due to Nissan being previously damaged. We feel this is incorrect. I purchased the Nissan for $35,539 and received a trade in value of $31,000. Although I had put minimal mileage on the car, it would not have decreased in value by that much. The bottom line is 1)I did not receive a car fax and was not told of any prior damage, 2)the vehicle diminished in value due to this error, 3)I would have not purchased a vehicle with prior damage. I have all of this information from Curry S**** stating he failed to give us a car fax.

  

  Business response

  04/25/2022

  We are very sorry to hear that the customer is displeased.

  Carfax reports are provied as a complimentary courtesy to our customers at their request. They are not required by law.

  We have reviewed the Carfax report mentioned. It does reflect "minor damage" which is described by Carfax as "Minor damage is usually cosmetic, including dents or scratches to the vehicle body.".

  At Capital Toyota, our dealership appraisal process does not penalize vehicles that have single, minor damage records such as the subject vehicle.

  We cannot speak for other dealers as appraisals are a very subjective measure of the value of a vehicle. Their approach with regards to Carfax reports and records would be specific to them.

  Practically speaking, it is not unusual at all for a vehicle to be appraised significantly under the recent retail value paid by a consumer. Book and auction values change daily and the dealer attempting to trade for the vehicle is generally not going to value the vehicle at or near retail because there was profit paid by the consumer in the original retail transaction. In addition, the dealer taking the vehicle on trade most certainly expects to be able to make retail profit upon resale. Therefore, they must appraise at less that retail based on their own retail profit objectives and reconditining costs.

  It is also common for dealers to justify the reduced trade value to the consumer who may be unhappy with the appraisal value by citing external factors such as Carfax reports and the previous selling dealer.

  We would be happy to try to make the terms of the deal more atttractive for the cutomer if we have a vehicle that he is interested in purchasing.

  Capital Toyota would not be able to provide a refund of any kind in these circumstances.

• Initial Complaint

  04/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/15/22 on my way to Florida my Toyota Highlander's dashboard warning light came on. The owner's manual told me to go to the nearest Toyota dealership. I went to Capital Toyota in Chattanooga, TN. The service dept did a diagnostic on the car and told me it was my catalytic converter was bad, but that I could continue my trip and have it replaced while I was in Florida. The diagnosis was incorrect. I took it to ***** **** **** * ****, where they diagnosed the problem as an oxygen sensor, and replaced it. Since that time, the warning light has not come on. Capital Toyota charged me $81.94 for a misdiagnosis. On 2/21/22 I wrote to Capital Toyota requesting a refund. To date, I have not heard back from them.

  

  Business response

  05/13/2022

  Good Morning, regarding case #16979682. I was informed by our Service Department manager Marty W**** that Ms. ****** was given credit for the $81.94 that Capital Toyota service department charged her about 30 Days ago. I hope this will suffice what you need in order to close this case . I’m apologize for the late response but was just made aware of it after receiving your email.

   

  Gene M****

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

  Capital Toyota Inc.

*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. ↩