Complaints

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We recently purchased a used 2018 VW Atlas from Cool Springs Toyota. We bought the vehicle, cash, the same day we arrived because my wife is expecting twins and we needed a vehicle that could hold 3 car seats (our current son is 2)Within 2 weeks of purchasing the vehicle our check engine light came on. We immediately brought it back to Toyota and were informed that we needed to bring it to ** to get a software update, and that was all that was required.Upon bringing it to **, we learned that the charcoal canister was faulty and the idler / serpentine belt was failing. We also learned that no software update was required. We asked Toyota if they would help with the cost and after 2 days we were told they would do the repairs for free. However, this would've required us figure out transportation to the vehicle multiple times and my wife is currently on bedrest... So, since Toyota initially sent us to ** to get it repaired - we simple got it repaired at ** as soon as possible because we do not know when my wife is going to go into labor (shes 36 weeks) and we have to have a working vehicle that can hold 3 car seats...Now Toyota is saying they refuse to help with cost - because they don't trust ** didn't inflate the price, and they would've done the repair for free, however when we brought it to them - they told us all that was needed was a software update....The repair cost us $878.35 and it would've been done at Toyota if they properly diagnosed it, fixed it prior to selling us the vehicle, and didn't send us to ** to get work done. I'm looking to have them reimburse us for this expense or at least the for what their cost of parts and labor would've been.

  Customer response

  09/22/2024

  Hello,

   

     I have worked with Toyota to come to a resolution and wish to close out my complaint.  I'm satisified with the outcome.  

   

  Thank you,

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was stolen on May 26, 2024 and was recovered on May 31. The car was at impound division and my insurance is State Farm. They took the car to Toyota of Cool Springs, per my request, since the car was purchased there. I had several issues when the car was at the service center, apparently due to the lack of communication between Toyota and the insurance. They both blamed each other for not responding timely. That made me go to Toyota to be able to get my car released and for that I had to pay the last supplement (that included my deductible), and although Toyota was supposed to take care of everything, they told me to take the car to Cool Springs ***************** because thats where they were going to fix the scratches the car got. The car wasnt severely damaged, just minor scratches and the seats were dirty from the black stuff the police used for the fingerprints. Will, at collision center, told me the car was going to be detailed and ready in not more than two weeks. After two weeks I started to call, the car wasnt ready. Finally on July 24, they told me that the car was ready, but State Farm still had to pay for the last supplement ($935.07). I called ********** and they told me that I could do the same thing I did before, pay for it. I went there and **** told me that although someone did clean the car inside, it needed to be detailed. I asked why they didnt do (since he told me they were going to do it) and he really didnt have any excuse. He told me that instead of paying $935.07, I only had to pay $707.88, and that State Farm was going to send me the check for $935.07, in that way I could use the remainder from that check to have my car detailed. That was strange to me, so I waited for State Farm. They only paid me $726.54. I asked why and they told me that they didnt cover something from the bill that the collision center requested. But the problem is that they never told me anything like that. Continue

  

  Business response

  08/30/2024

  There was an accounting error on our end where a portion of the funds were applied to charges for ADAS calibrations related to the repair that State Farm had not paid for.  We have contacted the customer and corrected the error by issuing her a refund in the amount of $208.53 (see attached).

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a vehicle from this dealership and waited for it to come in several months. The vehicle was wrong from the start. When it arrived I drove 2.5 hours and it has wrong rims, and no towing package. ******** says if we will take car he will put the tow package on with the dealerships picking up cost. He said this in a text and again in person when we arrived to purchase vehicle. He orders tow package the day we picked up vehicle and now 5 months later it is finally in. Got here today and there is no record on papers that he told us about tow hitch. I pulled up text messages from ***** and now they say he meant at cost. So now Im expected to pay 1700 for this tow hitch with they claim is their cost. Even though he promised it for no cost, since he does not work here anymore, I cannot prove this.They also pulled the stunt that after I signed the paperwork they told me there would be only 1 key, I should have walked away. Huge inconvenience all the way around. Still have not received a 2nd key.This dealership does not keep their promises and practices shady business.

  

  Business response

  08/09/2024

  I spoke with ****************** and we have resolved his issues.

  Customer response

  08/13/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my truck off at Toyota of Coolsprings for collision repair on January 14th. It is now March 4 I have yet to get my truck back. Insurance only covers 45 days of rental coverage. Toyota is not willing to make it right since it is a parts availability issue and seeing that this was a collision and not warranty work Im left with no truck and no rental and no way to get to work without renting a vehicle on my own dime.

  

  Business response

  03/15/2024

  We are truly sorry for the delays in this repair process, but they have been beyond our control.  While we strive to make sure that no one runs out of rental, sometimes parts constraints and availability play a factor.Unfortunately, this vehicle has fallen under this situation. We had been waiting on a backordered wiring harness for quite some time rendering us unable to complete the repairs. We have been working diligently to get this part from any available source possible and get the vehicle completed promptly. As of Friday 3/8/2024, the vehicle has been completed and picked up by the customer.
  

• Initial Complaint

  05/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I recently found out that a credit card was issued in my name as the primary cardholder without my consent. I cosigned on my son's car in Dec 2018 and at that time they opened up a Toyota credit card under my name. I contacted Toyota as soon as I was aware of the situation and asked for documentation showing where I consented. They are refusing to provide the information. I was told I would have to come in to the business to get it if I want it. I told them I was in **** and unable to come in. I offered to provide my driver's license and any other ID to prove who I say I am. I would like the documentation to prove they committed fraud. My son has moved a few times since he bought his car and is unable to find the papers from the transaction. The managers I have spoken to have been rude and unwilling to resolve this matter. I found out I was the primary on the card around January of this year when my son called Toyota credit. They would not speak to him because he was not the primary cardholder. He had no idea that the card was opened up in my name. When he went to buy the car on a Monday he told them he would come back on Wednesday with the down payment and they said "no,we will put it on a Toyota credit card and you can pay them." He said the told him that's how they normally do it. I have contacted a lawyer and he instructed me to file this complaint. Toyota needs to be held responsible for their fraudulent actions!

  

  Business response

  05/02/2023

  Unfortunately we do not service the credit cards or loan products here at the dealership.  We would have to refer to the lender to close the account and complete any fraud investigation. If you are not in possession of the card, it should be reported as lost/stolen ASAP to ensure no charges have been made on it.  With regards to auto loans that our lenders provide, both the (primary) applicant and the (secondary) applicant hold the same financial/legal responsibility for the balance.  Due to privacy concerns, we do not send personal information electronically or via mail. 

  Customer response

  05/09/2023

   
  Complaint: 20006887
  
  I am rejecting this response because:
  The dealership is the one that sent in the application for the credit card so they are the ones responsible for it.  I have contacted the credit card company and they said the dealership is the one that sends the applications to them.  I would like my brother,who lives near the dealership to be able to go in and pick up all the documents I signed.  I was told they are there.  I have had nothing but resistance from this dealership!  They have shown very poor customer service.  I just want the documents I signed!
  Sincerely,
  
  ***************************

• Initial Complaint

  02/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 9/27/22, we secured a 2022 Toyota Tundra from the dealership with a $500 deposit. The truck we chose had the accessories already pre-selected with a build lead-time of 6-8 week. Upon delivery of the truck on 10/28/22 one of the accessories, a console safe, was not installed. This omission was not identified by the dealership prior to paying for the vehicle and was only discovered when reviewing the features of the vehicle with the salesman. When my husband and I found that the console safe was missing, we notified the dealership and they stated that the safe could be added in a later point (timing unknown) or refund us the price of the safe ($395.00) After weeks of discussion with the dealership, including the General Manager, and the Toyota Corporation, the dealership notified us that they would be mailing a check on 11/29/22. On 1/29/23 we still had not received the check and after several phone calls to the dealership and without a return call, we again involved Toyota corporate. The dealerships General Manager stated a check would be left at the front desk. I picked up the check today 1/23/23, and the check amount was for $308.00. After speaking with the *** she stated that was the invoice price and $395.00 is the ***** We paid the **** price when we purchased the vehicle (see attachments) and would like a full refund of the console safe.

  

  Business response

  02/10/2023

  On 9/27/22 we negotiated a sale price on a 22  Toyota Tundra with the Mr. and ******************* and at that time they stated they did not want the console safe that was on the current spec sheet of the truck being built. We did take in to consideration they did not want the console safe when we gave them a discounted price on the truck because we was not sure we could have the console safe removed at that time from the factory. However,  after the customer had taken delivery of the truck 10/28/22 the sales rep informed management ****************** had called in about the console safe not being in the truck.The console safe was removed from factory and not listed on the detail specification sheet for their Tundra. We did offer to install a console safe and ****************** would rather have a check for $308 the cost  of the console safe so after speaking with him we mailed out a check.  ******************, called and said he did not receive the check so we apologized and cut another check within 30 minutes for him but ******************* came to dealership to pick the check up and she had an issue with the amount that had already been discussed many times with *******************  On 2/2 we mailed out a check for the $87 ****************** requested for reimbursement to match MSRP pricing of the console safe. 

  Customer response

  02/17/2023

   
  Complaint: 18960892
  
  I am rejecting the response from the dealership due to the fact their reply is full of false statements. The only fact is that they mailed a check for $87 for the balance of the safe.
  I will address each of the false statements made by the dealership with facts.

  
  Regarding the statement that we did not want the console safe and that this was taken into consideration when negotiating the price of the truck, we did state to the salesmen that we would prefer not to have the safe before he informed us that this was a pre-builtoption and there could not be any changes to the specs. There was never any discussion regarding the possibility of having this removed at the factory nor was it ever a negotiating point. The dealership had a Market Adjustment which we negotiated down but still paid over MSRP. 

  
  The statement regarding a phone call that the console safe was not in the truck, is also false. After we paid for the truck, and before leaving the dealership, we and the salesman were reviewing the features and setting up the Bluetooth when I opened the console and noticed the console safe was not there. I mentioned it to the salesman and that is when he informed us that if the factory does not have the part, they will not install it, remove it from the invoice and not inform the dealership of the change. Our salesman did state that they could just install the safe at a later time or receive a refund.  We preferred to have the money returned to us. At no point during this conversation did we discuss the price of the safe since we were on our way out of town and agreed with the salesman that we would discuss it when we returned in a few weeks.

  
  On 11/8/22 my husband text the salesman a copy of the original paperwork from 9/27/22 that showed the price we paid for the safe ($395) and that we would work out the refund when bringing the truck in to get detailed. (At this point in time having a safe installed was not even an option as they were, and still are, out of stock).  Furthermore, wed have no need to incur the hassle of waiting for the installation of a product we did not want, while receiving no compensation for our hassle.
  On 11/9/22 my husband brought the truck into the dealership for a detail.
  On 11/22/22 and 11/28/22 my husband contacted the salesman for an update on the refund and did not receive a response.
  On 11/29/22 we reached out to Toyota Corporate for assistance. Later that day my husband received a text from the salesman that he talked to the owner, and he will buy the safe back and will send out a check on tomorrow (11/30/22). The price was not discussed as we assumed they would send us a check for the price we paid.  Prior to this message the salesman had offered to buy it back with his own money and my husband did not feel it right to ask the salesman to pay for expenses he might not otherwise incur like the cost of installation and full retail price.  However,as discussions carried on, it became clear that the dealership, presumably the ***did have the ability to make us whole, but instead chose to dishonestly represent that ability.
  On 12/29/22 we had not received the check, again my husband reached out to the salesman. He did not receive a response.
  On 1/4/23, he reached out again when the salesman stated they have been trying to figure it out.
  On 1/9/23 my husband contacted the salesman again for an update, which he informed him that another check was being mailed that day.
  By 1/20/23 we still had not received the check and again reached out to the salesman. He did not receive a response. (During this same time, we had received our title and a reimbursement check for registration fees from the dealership at the same mailing address they had supposedly sent the checks to, but these two checks never arrived.) 

  It was only shortly after contacting Toyota, that the dealership called and said the other two checks must have gotten lost and would issue a third check which would be at the front desk. Again, there was never any mention of the check being less than what we paid.
  On 1/31/23 I went to the dealership to retrieve the check and it was then that I found that they were trying to pay us $87.00 less than what we paid for the safe. After trying to speak with the *** I decided the only option to retrieve the full amount of money back from the dealership was to file a complaint with the BBB.

  
  Although mentioned several times, this complaint is not regarding the salesman, he went above and beyond to try and help us since purchasing the truck. This complaint is strictly about the dishonest conduct of GM who told so many lies she could not keep them straight. Although in the end they sent the balance of the amount we paid for the safe, I will continue to inform others to steer clear of this dealership. 
  

  

  Business response

  02/17/2023

  We apologize for any inconvienance we have caused the customer and any misunderstanding about the console safe. We have satisfied the customers  request for the console safe.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought this truck at the end of 2020. At ******* Toyota. When we test driver it it had a rear end noise I advised the ***** person about it. They took it to the shop and all tech and shop manager said it was a normal noise. A month later it got louder and I advise the shop manager about it they keep saying it was normal. Started taking my truck to Toyota of cool *********. Every time I took it in for a service I advise them of it and they kept on saying it was normal noise and slap. Well found the *** online myself. Call Toyota customer service to got this looked at. They told me since my VIN was not on their list I would have to get a field agent to come out to look at it. They did after a month. Toyota field agent said yes it must be replaced. So they replace it drive my truck home. That weekend slap and howling noise came right back. Monday I went to have it look at and got told it a normal noise. Called Toyota customer service advised them of what they said. Now the field agent stated they will not replace nor fix the problem. . As I understand it, It call breach of warranty.

  

  Business response

  12/27/2022

  Unfortunately, the customer did not purchase his vehicle from our location and only began using Toyota of Cool Springs for service when he was asked to not return to ******* Toyota.  Toyota of Cool Springs is not the warranty company and we have no control over what "Toyota" will cover under warranty or not.  We followed the Toyota repair process on the vehicle and involved TAS (Toyota's Technical Team). The "Toyota Tech Tip" referenced in the original complaint attachments did not apply to this specific Tacoma, but TAS sent out a Toyota field rep to inspect further.  Upon inspection, the Toyota field rep found the Tacoma to operate as designed and the noise to be a natural characteristic of the vehicle.  As a goodwill gesture Toyota replaced the rear differential and the vehicle still has the same driving characteristics.  The customer has driven multiple Tacoma's and has been shown that the noise he is referring to is present in all of the vehicles.  In this case, Toyota of Cool Springs cannot do anything else for the customer's concerns at this time.  Any further inquiries about the vehicle warranty should be directed to Toyota Corporate or your selling dealer.

  Customer response

  12/27/2022

   
  Complaint: 18576198
  
  I am rejecting this response because: I have never test drove  any other Tacomas.  At that time the said test drives happened, I was not allowed to go with the tech and management, I had to wait in the waiting area. Once they came back, they said it was a normal noise, how do I know its a normal noise if I was not able to go with them.  As in the response of them fixing my rear end, I was also advised its a known issue just not on my vin number yet, hence why I was told a field agent had to verify it. I also asked the field agent what a back lash was, he advised he didnt even know what it was. I also asked why is there a loud popping that feels I was hit in the rear. He was unable to answer that as well.  All he knew was the gear ration. I am a consumer that has been fighting this noise from a week after I bought my truck. I understand that as a consumer I would have to wait for a TSA or a recall to come out. Which I have done. Further more as I advised theme of this issue they failed to document it. I just want it fixed or a replacement.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction August 29 2022 I paid 500 dollars deposit on a vehicle the dealer The dealer tried to sell me a car i didn't like and, and wanted me to wait 3 weeks for it to be delivered I contacted the sales person and i told him i purchased a car from somewhere else , and i need my 500 dollars back , and he just keep ignoring my msg and telling me he will talk with the management i have contacted him several time I have screenshot of the conversations and Im seeking help to get my 500 dollars back Invoice #: XASP2O6NSH

  

  Business response

  09/30/2022

  Contact Name and Title: *********************
  Contact Phone: **********
  Contact Email: **********************************
  We received Mr. ******** request for a refund due to his current vehicle breaking down and he had to replace it sooner than expected so he is unable to wait on the new Tacoma he placed a non refundable deposit on so we refunded your deposit as requested. Thank you

*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. ↩