ComplaintsforKerry Toyota

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a brand new **** ****** ***** from Kerry Toyota in late October 2023. The vehicle currently has just over 6,000 miles on it. On September 29 I began to hear a heavy running water sound under the passenger floorboard. I made an appointment as soon as they had available on October 1, 2024 to get my issue resolved. I dropped the vehicle off and explained my situation to the workers and three different employees told me I had "nothing to worry about" and "this issue happens all the time." they told me that the hose just came disconnected and all they had to do was reattach it and it would be fine. The next day I received a call from one of the employees and he told me that he never should have mentioned a diagnosis to me without seeing the issue himself and he apologized. He explained that since the tube was not disconnected, it was actually clogged and made the water leak inside my car instead of out the bottom. He said since it was a clog none if it would be covered by my warranty and quoted me over $7,000 to fully clean the car since there is mold growth throughout the carpet. I was never informed on what the tube was clogged with. He said a new tube would be $35 and the labor would be $159.00 per hour and would take at least 40 hours to fully clean. He told me to reach out to a customer service number because sometimes they will help financially if its a newer vehicle. I tried to file a claim but the lady I spoke with told me this type of claim did not exist because they will not help financially if the cost is coming from labor, which in this case it was. I have spoke with another manager from there and he explained that these things "just happen," and I would be expected to pay since it was not covered by my warranty. With a brand new car under a year old with such little mileage I should not be having these issues.

  

  Business response

  10/16/2024

  We have talked with this customer and are sorry to hear about her vehicle concern. We understand how frustrating this must be with a newer vehicle. Unfortunately, this is not something covered by warranty. We have discussed several options with the customer to remedy the situation. Since the Toyota call center was unable to assist the customer, we have reached out to our local representative and have requested assistance. We will reach out to the customer as soon as we have an answer from them. 

  Customer response

  10/23/2024

  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. We could not find anyone to help us resolve this issue until we contacted Carl, the mechanic at Kerry Toyota. He was so kind and extremely helpful. While dealing with him, we truly felt like he cared about our individual situation. We genuinely cannot say enough good about him. 
  
  Regards,
  
  ******** *****
  

• Initial Complaint

  09/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Kerry Toyota in March 2024, and have been trying to transfer my car registration from **** to ******** unsuccessfully due to my title not existing in the financial services records. During my investigation into this matter, I discovered that the paperwork was incorrectly filed, and it has caused significant delays in me being able to register my car and obtain new plates. Issues: 1. Dealership sent title paperwork to the wrong address for Toyota Financial Services (TFS), causing significant delays. 2. When the error was discovered, they placed blame on TFS and was uncooperative in finding a resolution. 3. The manager of Kerry Toyota’s title department claimed that the they sent the paperwork to the correct address and do so for all of their titles – if this is truly the case, they have been sending the paperwork to the incorrect address for more than just me. 4. They refused to provide an alternative mode of transportation for the car I am no longer legally able to drive due to their error. 5. The manager irresponsibly suggested I drive with an expired tag, claiming that tickets and citations are not issued for driving an unregistered car. The dealership's errors have left me making payments on a car I can't legally drive. Their response has been unprofessional and unhelpful, showing a complete disregard for customer service and the law. Kerry Toyota needs to take responsibility for their mistakes, provide immediate assistance in resolving the title issue, and compensate me for the time I've been unable to use my vehicle due to their error. I cannot recommend this dealership based on their poor handling of paperwork and complete lack of customer support in resolving their own mistakes.

  

  Business response

  09/12/2024

  I am sorry to hear the customer is having issues. We tilted the vehicle and received the **** title number on May 2nd and per **** Titling rules, we mailed the memo title paperwork to the customer. The customer should have taken the paperwork to the BMV to receive her license plate. We were not made aware of any issue until yesterday, when the customer stated she needed a duplicate title. We filed for the duplicate and will send it as soon as we get it. 

  Customer response

  09/12/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  I appreciate Kerry Toyota's response, but I need to clarify several crucial points:

  1. Initial Registration: I was able to register my car in **** without issues. The problem arose when I moved to ********.
  2. ******** Registration Issue: The title was never sent to Toyota Financial Services (TFS) because Kerry Toyota failed to issue the title with the correct TFS address. They did not verify this information, resulting in the title being sent to an incorrect location.
  3. Prior Attempts at Resolution: TFS attempted to contact Kerry Toyota several times about this issue begining in August. I also reached out to the dealership this week to inquire why they are not responding to TFS. TFS' initial contact was ignored until the issue was esulcated yesterday, and my intial attemp to reach out was met with the blame game. 
  4. Current Situation: Due to this error, I am unable to drive my car legally in ******** or any other state. This is causing significant inconvenience and financial strain.
  5. Unprofessional Advice: It is completely unacceptable and unprofessional for Kerry Toyota staff to suggest that I drive my car illegally. This advice demonstrates a concerning lack of understanding of ********, Ohio, and federal laws regarding safe and legal driving.

  In light of these facts, I request that Kerry Toyota:

  1. Take full responsibility for this inconvenience caused by their clerical error.
  2. Provide appropriate compensation for the time I've been unable to use my car.
  3. Audit their titling process to ensure that all of the titles are sent to the correct TFS address so they can have them on file. 
  4. Issue a formal apology for the unprofessional and illegal advice given by their staff.

  I expect Kerry Toyota to address these issues promptly and professionally. Their response should include a detailed plan for resolution and steps they will take to prevent similar situations in the future.

  

  Business response

  09/16/2024

  I am sorry the customer is unhappy. If the customer was able to title the vehicle in **** with no problems, the title paperwork was processed correctly. As soon as the office heard of the issue last week, we requested a duplicate title from Toyota and started the process per the customer's request to resolve the customer's concerns. We do not feel we are responsible for any cost as we filed her paperwork for her and she was able to get her plates in **** per her driver's license address.

• Initial Complaint

  04/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My Brother in law who doesn’t speak English that will bought a a 2018 Jeep Grand Cherokee there not even a month ago. It started to have transmission problems. The car would jerk constantly, makes contast noise, wouldn’t go over 30mph and it’s most likely due to transmission problems. I went there with him to try and get it fixed and have it repaired or replaced but they was not helping at all, they kept telling us we cant have it replaced and we have a warranty and that we have to call the warranty. They didn’t want to help and call themselves like how customer service rep should do. They never gave us the number and when we called the lifetime warranty it was there contact which doesn’t go in affect yet. They kept giving us the wrong number and not the number for the warranty company. They was just wasting our time, we been at the dealership for more than 3 hours going back and forth and cant get the right number or the right help from anyone at all. Its just ridiculous as a dealership.

  

  Business response

  04/29/2024

  The cusotmer came in regarding his concern about his transmission and wanted to return his vehicle. We explained he could not return his vehicle but we contacted the waranty company and started the claim for the cusotmer and gave them the claim number. We told them all they need to do is set up an appointment for diagnostic and repair. I am not sure why they feel we did not assist them with their claim. The cusotmer just needs to schedule the appointemnt at a time convenient for them.

  

  Business response

  04/29/2024

  I am sorry the customer feels this way. We have supported them and like stated before, they just need to schedule the appointment to have the vehicle diagnosed.

  Customer response

  04/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  Did not support or helped schedule anything. The lady who helped me today at the service desk did her part and guided us through it but other than her, everyone else did not help nor supported us. Need to learn how to accept accountability as a dealership and do better as a business. 
  
  Regards,
  
  ******* **
  

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Its unfortunate I have to do this but here we go Kerry Toyota I purchased a car at Kerry Toyota in Florence KY in DECEMBER. It was sold as a Certified pre-owened to me. Upon inspection I noticed it was filthy. I told the salesman I would be happy to come back and purchase the car the next day when it was checked properly. He PUSDHED me to do it then and bring it back the next day for detailing. The next day noticed the issues wasn't that it was just dirty. The rims on the right side and the tires had been badly damaged hitting what were probably curbs. The alignment was off and the car shook violently the one time I drove it on the highway. They were unable to get me a rental from the fleet and it wasn't safe to drive so I got myself one at my cost assuming they would take care of everything and how amazing my previous experiences were I had no reason to think otherwise. They replaced the rims and tires on that side, did an alignment and it required two Ozone treatments and deep cleaning due to cigarette smoke. It was never cleaned properly and I had to replace the cabin filter as it was soaked in something I'm sure to try to kill the smell . Still, cleaning wasn't a big issue and my safety concerns had been corrected so life goes on. February came and my temporary tag was about to expire. I called the DMV they had no information on this VIN in my name. I called the bank, surely they would have some paperwork but no title. I called Toyota and then the real issues began. I spoke with a few people and their story is. The vehicle was a lease buy out. The DMV re did their computer systems in December and there was a delay. Made sense to me. So I waited. The 2nd temp tag is three days from expire. I call..SAME STORY. Anytime I ask if they have the title and can do a quick and speedy title they change the topic. I have been hung up on by Chris claiming to be a manager. At this point for all I know this car is stolen

  

  Business response

  04/03/2024

  Thank you for reaching out. The customer purchased her vehicle in December with due bill promise to correct some issues which we did. She then cam back numerous times with other concerns, whuch we agreed to take care of. The DMV was shut down for several weeks from December to mid January. We were processing the paperwork. The title was missing, not a stolen vehicle like the customer has claimed. We submitted for a duplicate title and are working with the DMV to complete the paperwork. This is in the process and we have tried to speed up the process. This does not happen often but at times there are delays. We will continue to process the paperwork and get her title and tag. Everything we have promised we have come throgh on and will with the title. A manager did hang up when the customer was yelling and cussing at him. He tried to deescalate the situation and explained if she continued to yell he would hang up. As soon as the paperwork is finished, we will contact her.

  Customer response

  04/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Until, I have a tag on my car. I will not accept any resolution. My next step will be legal action. 

  
  Regards,
  
  **** *****
  

  

  Business response

  04/08/2024

  We are still on it and will reach out as soon as we have it. 

• Initial Complaint

  03/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  11/23 agreed to a price for a Truck. $43,500 (out the door price). Agreed to pay $3500 cash, and finance $40,000. I applied for financing through the dealership. I was approved for financing and Declined their offers for financing and told them I had better terms from my credit union and would finance the truck through my credit union. While preparing and signing the documents with Dewey C. in the finance dept I asked when I would pay the $3500 cash. He said I could not pay a cash down payment because I was getting financing on my own through my credit union. Dewey told me o had to take the buyers order to my credit union for $43,500, pay them $3500 cash, they would give me a check for the remainder ($40,000) and I would bring the dealership that check. Because this was the first time financing a vehicle I believed this to be accurate. Turns out he was wrong; and I’m wondering if it’s illegal to tell someone they cannot pay a cash down payment. Also, Brad S. In used car sales told me the truck included remote start. I discovered recently that remote start is only available via a subscription. I’m wondering if it’s illegal to tell a customer a feature is included, when in fact it requires a paid subscription. Also, Carl in the service dept lied also. Not illegal, but still is reflective of their business practices.

  

  Business response

  03/28/2024

  I am sorry to hear ** ****** is not happy with his experience. I wish he would have voiced his concerns in November when he was purchasing the vehicle so we could have addressed any miscommunication. We always accept down payments and discussed this with him when discussing his financing options. His financing changed several times throughout the process. I am not sure where there was confusion but would have explained the process for all financing options. This vehicle is equipped with remote start, which Brad informed him about. This vehicle does require a subscription to work from your phone or you can also use the key fob as well. Carl talked to the customer regarding his remote start issue. The customer stated the key fob was working when he first bought the Tacoma but recently stopped. Carl tried as well and was able to confirm the key fob was not working. When he called the customer to discuss, ** ****** stated he signed up for the trial subscription and the key started working again. If he has any more issues with the remote start, he can reach out and we will look into it. Nothing we did was illegal or in bad practice. 

  Customer response

  03/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The response states that they always accept cash down payments, which I just another lie from the dealership. I was specifically told by Dewey C that because I was getting my own financing he would not take a cash down payment. The fact also remains that a subscription is required for the remote start, and I was never told that.  Carl also lied about the subscription trial I was given. I have the paper work to prove that, the paper work I got when I picked my truck up from Service. Kerry Toyota employees lie to your face, on the phone, and they lie in BBB complaints. 
  
  Regards,
  
  ******* ******
  

• Initial Complaint

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a ***** **** *** told as many as 6 times it was AWD by the sales person Mike T*****. I purchased it in july 2023 and it wasn't until it snowed in January that I found out thru lack of traction that it wasn't AWD. I trusted Mike to tell me the truth and he didn't. I specifically told Mike when I entered the dealership that I was only interested in a used AWD vehicle I repeatedly asked him after he brought out the ***** if it was AWD and he said yes. I purchased this vehicle under fraudulent circumstances and would like either a refund or a similar auto as the one paid for with AWD. I was told by the manager that he would not agree.

  

  Business response

  01/26/2024

  I am sorry to hear the customer is not happy with his vehicle. We have talked ot the customer and tried to assist the customer to no avail. All of the merchandiing products, clearly labeled this vehicle as a front wheel drive, from the website, the window sticker and the vehicle itself. Although we cannot go back 6 months, when he purchased the vehicle, and know what conversation he had with the sales person, we do know our sales people look at the window sticker with  the customers when asked about the vehicles specifications. When this was brought up, the sales person would have shown the cusotmer the window sticker to help answer any questions. 

  We have offered a credit for the full amount the customer towards the purchase of a vehicle on our lot. He declined. That offer still stands at this time.

  Customer response

  01/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ******
  

  Customer response

  01/26/2024

   

  First of all there was no window sticker. On 01/21/2024 I found myself unable to drive up my driveway. I contacted my mechanic to find out what was wrong with the AWD on the car. I was told there was no AWD on the car. I immediately went to Toyota to confront Mike T***** since he had assured me it was AWD. He wasn't  there. A salesperson told me that if I came back on 01/23/2024 that Mike and a manager would meet with me at 10:00 am. On that date and time I was there but they were not. I eventually was able to talk to a manager by the name of Mark W*******. I explained to him the situation that  Mike T***** had repeated told me that the car was an AWD. HE seemed not to really care. He offered me to trade in the car on another which I would expect an inflated price as well as taxes and fees. I asked for either an even exchange for an AWD with similar mileage and condition as the car they sold me or my money back. He refused.

  

  Business response

  01/26/2024

  Mike had soemthing come up and was unable to be at work that day. We would offer a vehicle at the same price we would offer anyone. Our prices are clearly listed on our website. The customer would also receive a tax credit for the vehicle he is trading in. We are unable to just swap out vehicles but will be happy to show  him the vehicles on our lot that offer AWD.

  Customer response

  01/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ******
  

  Customer response

  01/29/2024

  I have reviewed their inventory  and I could not find an AWD vehicle that was reasonable in price and quality  to what I paid for originally. They either had too much mileage or way over my budget. that's probably why they pawned this other car off on me as an AWD.

• Initial Complaint

  09/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Got a car from them 17000 plus bumper to bumper coverage 2500 more Had car for about 3 weeks before breaking down Took to kerry Is ********* in alexandria kentucky Now they want 4000 to fix Is clutch went out Is transmission ******* Break drums are bad I only put 1200 miles on cat They will not help in any way Please help me

  

  Business response

  09/18/2023

  Good Morning. I have reviewed the cusotmers concerns and understand his frustrations. After looking into his concerns and the diagnosis from the ********* technician, we offered to replace the rotors and the axle seal. The technician said the transmission is not leaking as the customer stated, but this was only a concern of the customer. The clutch was working as it should be at the inspection and purchase time and the customer has driven the vehicle 1,200 miles since the purchase. We feel the clutch issue is due to how the vehicle was driven since the purchase. 

  The customer stated he does not want anything fixed unless we offer to do a complete repair on the clutch as well. We offered again and he declined our offer.

  Customer response

  10/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** stating that they agree to to replace the rotors and the axle seal, and find that this resolution is satisfactory to me. 

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

• Initial Complaint

  07/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Me and my wife purchased a vehicle from this dealership on July 1st and after signing paperwork we walked outside to find out a piece was falling off the door and also had a scratch on the driver window. We inspected the vehicle during the test drive and there was no damage whatsoever to the vehicle. After we agreed on the price we had to wait a while before we were sent back to financing. They already had the vehicle cleaned up and parked outside so the finance manager came and got us and we did the paperwork for the vehicle on the financing part and after we got done we walked outside only to be told about a piece on the door that was fallin off and the scratch on the window so we couldn’t even bring it home.

  

  Business response

  07/05/2023

  I am sorry to hear the customer is not happy with their purchase. Damage was noted at the time of delivery. We discussed the options with the customer and offered to schedule an appointment to have the vehicle repaired or to repair first and then deliver the vehicle to the customer. The customer still wanted the vehicle and agreed to have the vehicle fixed first and we deliver to them once it is fixed. We are repairing the damage and will deliver promptly after the repair. We apologize for the inconvenience and understand the disappointment. 

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2016 Mazda CX five from Kerry Toyota and August 2021.. I also did the powertrain warranty with Kerry Toyota they told me that my engine and transmission was covered under the warranty and I had nothing to worry about.. Now my engine went out and Kerry Toyota does not want to honor what they are promoting and now I am stuck with a lemon car 21,000 in the red with a bad engine and high car payments on a car that don’t work.

  

  Business response

  03/01/2022

  I am sorry to hear about the issue with the customer's vehicle. The customer was provided lifetime powertrain coverage by our dealership with the purchase of the vehicle. Kerry Toyota is not the owner of the coverage and does not make the decision if the coverage is approved or declined. This is up to the program administrator. We just purchased the coverage for the customer. After looking into the concerns,  the shop submitted for coverage and the coverage company declined the repair due to the vehicle being driven some time after overheating. This is very unfortunate and I understand the customer's frustration. We as a dealership are not involved with the decision of the repair.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 23 2021. I took my **** **** to KerryToyota in Florence because I was having an issue with the brakes pedal would continue to go down when pedal pressed. On a different issue, the steering wheel was making a noise and wanted it checked. The brakes was specially important since I was moving to south Carolina and needed to drive back and forth 3 times. Kerry Toyota said there was no issue. That the car will stop and not going anywhere. I trusted their professional opinion. I asked about the brakes and nothing needed to be changed, they said. Move forward to October 4th 2021. I decide that the issue is ongoing and take it to **** *** ******* ****** in ********* **, where the car was purchased. They told me there were severe issues with the brakes and even was not applying even pressure and that one disc was a lot more worn than the other side. This ended up costing me 658.27 because Kerry Toyota made a mistake. When i contacted Kerry Toyota they claim that I said that the noise was in the brakes and could not reproduce the noise. I have documents FROM Kerry Toyota that specify the noise in the steering wheel and the brakes beibg a separate issue. They said it is not theit fault and declined reimbursment if the 658.27. I say it is their fault because they missed on the problem, now fixed by a different Toyota Dealer

  

  Business response

  12/14/2021

  I am sorry to hear of the customer's troubles. This is something we have discussed with the customer on numerous occasions. They brought their vehicle in with concerns of a noise when turning and making a brake change in March at around 39,000 miles. 7 months and almost 10,000 miles later, from what they told us, they had a caliper sticking which caused the brakes needing replaced and the rotors turned or replaced. This was not happening at the time we inspected the vehicle. We could not even duplicate the concern in March. We did not hear from them regarding this issue until they reached out for reimbursement. If the issue would have continued after their visit in March, we would have been more than happy to inspect again and see if there were any changes. We do not feel like this was the issue when the customer brought it in to us at that time.

  Customer response

  12/15/2021

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  
  ******* *********
  
  Kerry Toyota is mixing the 2 different issues that I brought the car for. One was a sound in the steering wheel and the other was the pedal losing pressure. As I said before, the Kerry Toyota representative said, and I quote, "that is normal. The car is not going anywhere ". I trust the dealership to be the top authority regarding their brand. And yes, it was later, but only when the problem did not stop and took it to a different dealer that DID fix the problem. They say I should have contacted them? Why? They said there was NO PROBLEM!
  
  

  Customer response

  12/24/2021

  Kerry Toyota representative told me the brakes were safe. The noise they refer to, and that they were not able to duplicate, was from the steering wheel. I am not sure who is mixing the 2 things but they were different issues.
  
  Again, Kerry told me it was safe. It was not. That's the reason for my concern. And that's why I ask for them to pay for the repairs they neglected in my car.
  
  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. ↩