ComplaintsforPalmer's Toyota Superstore

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2/2024 leased Toyota Tundra Xp . Taken to dealer more than three times for malfunctions, sounds in engine compartment, dash gauges not working properly . No satisfactory results to present. No options given to resolve issues. Palmers Toyota of Mobile, AL.

  

  Business response

  07/15/2024

  ****************** has been into our dealership on one visit regarding the issues with his 24 Tundra.  We could not duplicate the issue that he is having with the vehicle.  His case has been elevated to Toyota Technical Support to investigate his complaint.  We will assist in any way possible with guidance from Toyota Technical Support.  

  Customer response

  07/15/2024

   
  Complaint: 21980970
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer response

  07/16/2024

   
  Complaint: 21980970
  
  I am rejecting this response because: I have been at the dealer numerous times for the issues with no repair or replacement.
  
  Sincerely,
  
  ***************************

  

  Business response

  07/16/2024

  We do not have a remedy at the dealer level for this concern.  We have submitted the video to Toyota that was provided to us today.  The video shows normal operation for the Tundra.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from Palmer's Toyota Superstore in *******************************   When I bought the car they never told me about gap insurance they never offer gap insurance and there was scratch on rear drive door that say they will fix and that someone would call me but they never did. On 4-16th I was in car accident where insurance want to total the car and only want to paid ****** and I stilll owe about 7000 and I did not know what gap insurance was in tell after the accident now I can not by other car and still have to paid on a car that I do not have I been car them for over three week to help and they say they call me back and now evertime I call up there everyone says the voice mail is full and no one calls me back they never offer gap insurance.

  

  Business response

  05/10/2024

  We are sorry to hear that ************************ was involved in an accident.  We did agree to repair scratches on the vehicle at the time of sale.  We have $150.00 allocated to cover those repairs if he would like to have a check mailed to him at this time.  At the time of purchase the retail value of the vehicle did not seem to require the *** insurance.  Used car values are subject to change periodically with the market.  

  Customer response

  05/11/2024

   
  Complaint: 21685605
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Customer response

  05/13/2024

  no  i do not agree with the dealership they sure have offered or told me about gap insurance because how am i post ask on gap insurance if i do not know about gap insurance 

  and now i can not go buy aotheer car because with buy this one offcie and every time i can up to deal in feel they are just ignore me everyone is busy and call you back but one call

  i am look lawyer to  see what i can do  i am stuck pay for car i do not have  because i never about gap insurance. and caught they in a lie **** told me the offer me gap incurancr 

  but now then are say see a reson to offer it to me  ( At the time of purchase the retail value of the vehicle did not seem to require the *** insurance ) is was you sent me 

  i am wait for state to get back with me. 

  Customer response

  05/13/2024

  they can  send 150 doller  but what abot  not  offer me gap insurance  ?

  

  Business response

  05/13/2024

  We have processed the refund for $150.00.  Regarding the insurance claim, I would recommend that ************************ approach his insurance company for a re-evaluation.  At the time of purchase he should not have needed GAP with the $3000.00 down payment.  I would be glad to assist in any way possible with that claim valuation.  

  Customer response

  05/13/2024

   
  Complaint: 21685605
  
  I am rejecting this response because: if i did not need gap insurance they why am i still walking and have to paid for a car that i do not have and why did **** say that you offer it to when you did not and if when to help why is everyone not returning my calls and when i call everyoone in sale floor and finsanciing keep give brush off and when i try to get other car they yes can help then was with 1000. down we can get something done and have 20 call up there they say i need soccial security card they did not to have one for first loan and then they say i need 6000 down 

  if you would offer gap insurance i would ok if you want to help then get finsance with a reasonable down payment under 2500 

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

  

  Business response

  05/20/2024

  The check is being processed and ************************ should receive it this week.

  Customer response

  05/20/2024

   
  Complaint: 21685605
  
  I am rejecting this response because: i am no t satisfied and no one call me back and there no check 
  
  Sincerely,
  
  *********************************

  

  Business response

  05/31/2024

  We have refunded the unfinished repairs as of May 20th.  I have nothing further to offer regarding this complaint.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was deliberately cheated by two employees in car sales and finance when I inquired and purchased a 2022 Toyota Corolla on November 9,2022 The sales person was a ************** at the register and the man in finance is known to me as whatever way he signed his name. This man also added over 4000 dollars more to the amount by adding every maintenance on the book that I did not need! The car already came with 3 year maintenance. He totally ignored the fact that I am an army veteran! As a result, I am paying finance on an additional $4100 because the Toyota finance company refuses to do the math.

  

  Business response

  03/26/2024

  At the time of ********************** purchase, she was offered the option to buy additional products that have tremendous value.  She elected to purchase the 10 year/120,000 mile extended service contract, the 7 year/ 100,000 mile maintenance contract, and the *** coverage if there was a total loss.  These products are added to the loan at the time of sale and included in the payment.  ***************** elected to cancel all of these coverages 5 days after the sale.  They were cancelled and a refund of 100% was issued to her finance company and applied to the principal loan balance.  The payment does not change if these products are cancelled but the loan will be paid off at a sooner date due to these refunds.  I would be glad to discuss further if ***************** would like to reach out to me at *****************.  

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a notice from my ***************** USAA that my Toyota Sequoia had a serious public safety crisis. Im in Zone A and drive a 2007 that is part of this crisis. I called a dealership in *********** 1st and they didnt have any rentals so I called Palmers Toyota. The service advisor ***** had parts on hand and told me to bring my vehicle up. I did. Dropped it off on 5/22/2023. ***** called me 5/23/2023 said my vehicle was ready to be picked up . I promptly jumped into the rental provided and return to palmers to get my truck. While trying to walk in the door of the service department, I had my hands full and there is a salesman standing there just watching me doesnt open the door does an offer me any help and I spilled my drink on myself whatever. They go inspect the rental car that I returned, and I returned it in better condition than what I found it, and the gas windshield cleaned because thats what was asked of me to do.. I get into my vehicle, crank it turn on the air and a loud, whistling noise is now coming from the passenger side air vents. The recall just happen to be the passenger side airbag they take it back to service say oh theres probably just a leaf in the blower motor bring it back to me. Make sure they tell me how dirty it was what they just blowed out of there am I turn my vehicle on its still whistling, the service manager, *************** says well open the vent over there and it wont make that noise I said service manager, ************ dont ever had that vent opened because if I rides in my passenger seat and if I close that then that means more air will push through the vents that I need.. he then tells me that its a complete coincidence that this whistling noise is now coming from the passenger side air vent that they didnt touch that area now the airbag goes right on top of it now OK he tells me dont take my vehicle back there and Ill let me know whats wrong with it now I just got a piece of paper on all suggestions that they suggested that I had done and none of them had any suggestions on my AC getting repaired. And then service manager ***** says Im not fixing your vehicle for free. I mightve got a little upset then because I didnt ask to go to Toyota dealership I was told by my insurance company until your airbag is fixed youre putting yourself your spouse, your child, your best friend, or whoever is in your vehicle in danger every time you drive, because this isnt just a recall as a public safety crisis, did you know 42 million vehicles from 19 auto makers had potentially dangerous airbag inflators that could explode when the airbags deploy spray in short metal fragments inside the cabin. This is the largest recall and automotive history. Its possible that you are someone you may know, is driving an effective vehicle, which I was , it is important that you had this defect repaired immediately Siri call repair is free and easy and there is no hidden terms or obligations but now I am obligated as ***** told me I could bring my vehicle back to him at a later date because I had plans so now I am obligated to go find out what they did to my vehicle I told ***** Im calling Toyota customer service. Have a great day and I leave the service area. I pull around to the sales area and get out of my truck because I cant talk to anybody because of this loud, whistling noise thats coming out of my air vent, and I called Toyota service or Toyota one 800 number Was I boisterous probably was a threatening no and I hope that phone call ****** was recorded because that lady she was, I mean I dont know if she was laughing with me or at me or just because I was ridiculous but I wasnt leaving. I returned her vehicle the way they asked me to they return my vehicle , not in the same condition as I left it with them Im out on the phone in the parking lot by the sales department on purpose because I want people to know the customer service that Im getting from ******************************************************************** Im just talking on the phone and a gentleman comes out and he says maam Im gonna have to ask you to leave the property never told me who it was nothing of that nature and I said or what I said are you calling the sheriffs department, maam I didnt say that but youre no longer welcome on our property so now I have a whistling vehicle at Toyota dealership thats kicking me off their property and not going to fix what they mess up so I wait I wait for the Mobile county sheriffs department And the whole time I way I have ******** live on Im recording all ***************************************************** I put the phone office speakerphone. I need to use the restroom. I go open the door to the dealership gotta go in and I need met by this man again And I said now use your right and I was polite. May I use your restroom? He said across the street at Crystals maam Ive already asked to leave. Ive already called the sheriffs department and no you cannot use our restroom. You could use it across the highway a ****** ******* at crystals may I mention Im also 100% service connected disabled veteran that suffers from PTSD , they are aware of this I would have to look at my ******** live video and the Mobile county sheriffs department did show up three of them and told me that I was a welcome on their part on Toyotas property that they wanted me to leave they were all veterans also And they were just trying to coax me on not getting in trouble. I respect law-enforcement theyre doing their job I obliged I got in my truck and I left with a truck that still whistling, and no answer to who or what or when is going to repair it right now its on me , I didnt asked to go to Toyota Toyota notified me and told me I needed to drive an hour to them or I think the recall says if you dont feel safe to drive your vehicle theyll come get it for you I mean dedication. This must be some pretty serious stuff and this is why I scheduled my the appointment , so now I have a brand new airbag and whistling **** and palmers Toyota. They lack integrity. They had a customer for life Im not obligated to go anywhere and when Im treated respectfully and treated accordingly and not treated as if Im alone and thats the thing Im alone they should be embarrassed of themselves , I have now posted on every ** yeah ******** pages American Legion, VFWs womens that groups mens that groups all the veteran groups that I am a part of and posted my ******** live video. I want my truck fixed. I dont want it to whistle anymore I dont want to have to drive an hour to take it to them because it says no obligations. I had to pay the gas to get there. I didnt have the gas to get home. I had to put gas in the rental car , but these people didnt have to do anything but s**** my stuff up

  

  Business response

  05/25/2023

  We have performed the repairs to the airbag as Toyota has instructed us to do for **************  The airbag is in a contained compartment on top of the dash above the glove box.  There is nothing in the air condition vent that is touched while performing this repair.  We did look at the blower box and removed some leaves as a goodwill gesture for **************  We offered to look at the whistle noise further but advised the customer there would be a charge.  We have advised ************* to leave the vent open to avoid the noise at this time. 

  Customer response

  05/27/2023

   
  Complaint: 20096869
  
  I am rejecting this response because:
  No one rides in my passenger seat, that vent is closed so my dogs in the backseat and more air will come out their vents. That's how I am 100% sure this vent didn't whistle prior to be dropping the truck off to them for this recall. That is the silliest answer ever. That is not a solution. I should have the choice of having that vent open or closed!!
  Sincerely,
  
  ***********************

  

  Business response

  05/30/2023

  I have received previous notification that this was closed.  We have offered to look at the issue for ************** but there will be billable time for any repairs.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Toyota issued a voluntary customer satisfaction recall for paint on certain vehicles (mine included). We took the vehicle to them in Dec 2020, they took pictures, gave us an estimate, had it approved by Toyota to repaint our vehicle (no cost to **) and put ** on a wait list to be repainted. We've called several times a year only to be told that it would be another year. Then, Dec 2022 they informed me that they'll no longer be doing it. I've spoken with Toyota ************* and I've gone round and round with ****** Toyota and Toyota ************* since Dec 2022. It's now April 2023 and they are telling me that it's expired. They have had ** on this waitlist for over 2 years now, the vehicle looks absolutely terrible and they just keep giving me the run-around. All I want is for them to do what they said they would do years ago, repaint the car!

  

  Business response

  04/17/2023

  We sincerely apologize for the inconvenience regarding the paint recall.  Our company was tasked with attempting to handle every vehicle under this recall.  We do not have the capacity to handle every customer that received the recall notice from Toyota.  We have made every attempt to repair as many as possible on a first come first served basis.  Unfortunately, it is Toyota Motor Sale's decision on the time frame that this recall is effective.  I can only advise ************ to contact Toyota again.  

  Customer response

  04/18/2023

   
  Complaint: 19941977
  
  I am rejecting this response because:

  We have been very patient in dealing with this matter since Dec 2020. We were assured it would get done. Then Dec 2022, that changed. I understand there are a lot of them to repaint and you can only do so many at a time but don't promise something and then fail to deliver. At this point I feel like ****** Toyota should be advocating for ** with whoever this issue needs to be taken up with. I've contacted Toyota ************* once again, and once again they say they'll have to contact ****** Toyota. I've gone round and round with ****** and Toyota ************* about this issue and it seems that nobody really cares to help resolve the issue - I just keep being sent from ****** to Toyota *************. I understand where ****** is coming from (really!) but from a customer standpoint, this whole situation is unacceptable all the way around.
  
  Sincerely,
  
  *******************

  

  Business response

  04/20/2023

  Again, we apologize but we have to defer to Toyota on Warranty matters.  

  Customer response

  04/21/2023

   
  Complaint: 19941977
  
  I am rejecting this response because it's unacceptable. This issue needs to be resolved, as promised years ago, one way or another.
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I'm ********************************************************************************* 7-1-22 who damaged my car seriously as well as myself have been back and forth to the hospital, Orthopedics, doctors, therapist still suffering from lots of pain and discomfort and ****** Toyota got $12,500.00 from my insurance and car still my car has many problems. Thanks for assisting me and my family. I also wrote a complain with attachment of Toyota bill if any more information required please let us know .God Bless you Sincerely,*************************** ***************************************************************************** email: ********************* Phone: ************

  

  Business response

  03/27/2023

  To Whom It May ******************** you for reaching out to us regarding this collision repair.  We are not aware of any issues that remain from the estimate approved by the insurance company.  ******************************* can contact my collision center manager if there are any questions.  Please contact *********************** at ************ at your convenience.  

• Initial Complaint

  03/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife and I have been doing business with Palmer's since 1995. We have purchased many vehicles and always bring our Toyota's in for service at your dealership. I often brag to my friends and family about Palmer's Toyota. I have never had a problem until recently. In Nov 2021 I brought my entire wheel bearing assembly to have all Toyota parts replaced which cost $861. That was 4months ago and the bearing is defective. I came to Palmer's Monday and was told to leave my number and Corey would call me when he comes in the next day. He called me and the phone rung one-time. I understand your team gets busy but I tried calling Corey back at least ten times while I was at work and never got a return call. So when I got off I came to Palmers to see if I could speak with him in person. He told me to give him a day he needs to talk it over with his supervisor and check with him tomorrow. I'm very patient and gave him 24 hours when I got off work Wednesday and came back to Palmers and they told me they need to talk it over with Toytoa. So, I gave your service department another 24 hours. I stopped back in today after I got off work and they told me that there's nothing they can do and are unable to replace my bearing for me. I find it so disappointing that this is how you treat your loyal customers of over 20 years. There is no integrity at all. I'm deeply hurt about this whole situation. I wanted to reach out to you before consulting with my attorney. Signed Sincerely, A Loyal Disabled Veteran & Customer

  

  Business response

  04/11/2022

  Business Response /* (1000, 5, 2022/03/24) */ This case was previously closed.

• Initial Complaint

  03/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi Mr. ******, My name is ****** ***** **, my wife and I have been doing business with ******'s since 1995. We have purchased many vehicles and always bring our Toyota's in for service at your dealership. I often brag to my friends and family about ******'s Toyota. I have never had a problem until recently. In Nov 2021 I brought my entire wheel bearing assembly to have all Toyota parts replaced which cost $861. That was 4months ago and the bearing is defective. I came to ******'s Monday and was told to leave my number and Corey would call me when he comes in the next day. He called me and the phone rung one-time. I understand your team gets busy but I tried calling Corey back at least ten times while I was at work and never got a return call. So when I got off I came to Palmers to see if I could speak with him in person. He told me to give him a day he needs to talk it over with his supervisor and check with him tomorrow. I'm very patient and gave him 24 hours when I got off work Wednesday and came back to Palmers and they told me they need to talk it over with Toyota. So, I gave your service department another 24 hours. I stopped back in today after I got off work and they told me that there's nothing they can do and are unable to replace my bearing for me. I find it so disappointing that this is how you treat your loyal customers of over 20 years. There is no integrity at all. I'm deeply hurt about this whole situation. I wanted to reach out to you before consulting with my attorney. Signed Sincerely, A Loyal Disabled Veteran & Customer ****** ***** **

  

  Business response

  04/04/2022

  Business Response /* (1000, 5, 2022/03/14) */ On 9/25/21 we pressed a bearing to the vehicle hub without the vehicle present. Mr. ***** had the install done elsewhere. He returned in the first week of March with the hub and damage to the inner bearing. There was no grease on the bearing and physical damage was noted to that bearing. We attempted to have it covered under warranty with Toyota but due to the impact point and lack of lubrication they would not warranty the parts. We are not sure how the damage occurred as we did not install the parts. We would like to offer a discount of $200 for another bearing but we have not had the vehicle in our possession . There could be damage to other parts that will lead to the same result. We would need to inspect the vehicle and do the install to avoid a repeat problem. Please contact our service manager ***** ******** at XXX-XXX-XXXX x122 with any other questions. Consumer Response /* (3000, 7, 2022/03/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I took ******* assembly to Palmers to have the bearing replaced after their inspection they recommended to have all parts replaced on the assembly. So, I allowed them to do so. I paid over $800 to Palmer's Toyota and picked up my parts and I installed them myself. The truck was driving fine over 3,000 miles. The parts that I purchased from Palmers Toyota needle bearing failed. It is not uncommon for a bearing to fail sometimes. When it failed it caused it to seize upon the CV axel. The part was installed by me. I am an ASC certified master machinic. I was trained by the army and in the civilian world. I still work as a certified machinic in my spare time. I have done this job many times on many different vehicles. I am very experienced. My truck cannot be driven it is dissembled and I'm waiting on my new parts to come in since the parts that I purchased from Palmer's failed after a few months of use. Which is why I am requesting a FULL refund. I have never had any trouble with any company honoring their warranty other than this time with Palmer's Toyota Business Response /* (4000, 9, 2022/03/17) */ The warranty on Toyota parts is covered by Toyota Manufacturing. We submitted this issue to our Toyota representative to request it be covered under warranty. It is not our decision as we would want to assist Mr. ***** if Toyota would approve the claim. Toyota Customer Service can be reached at XXX-XXX-XXXX if Mr. ***** would like to contact them directly. Consumer Response /* (4200, 11, 2022/03/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm still waiting on Palmer's to respond to me outcome from Toyota. Business Response /* (4000, 13, 2022/03/24) */ WE presented the parts by picture to Toyota to assist Mr. ***** with this claim. The warranty was declined by Toyota. We provided another number in the previous response that Mr. ***** could contact regarding this issue.

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