ComplaintsforToyota of Rock Hill

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2024 RAV4 XLE Hybrid from Toyota of Rock Hill in November of 2023. The vehicle had just arrived on Toyota's lot that morning.Somewhere between January 2024 and May 2024, the sun reflecting off of my house windows, melted the rear stoplight housing, some trim parts on the rear of the vehicle, and the upper brake light housing was melted and warped so badly that it bent the metal roof when the tailgate was lifted. The liftgate in turn made a very loud banging sound whenever it was lifted. This also stopped the liftgate from completely lifting.I took the vehicle back to Toyota and was given the run around. I was even told to take the vehicle to Town and Country Toyota where I was accused of having shotty work done of the vehicle thus causing the problems with the liftgate.I went back to Toyota of Rock Hill several times before I had my issue addressed. I had to prove several points before I was taken seriously by the service department and the *** Both were still reluctant to help me and even insisted that I pay to have the vehicle repaired.I argued that the defect was an engineering and materials issue. If I would have been told that this vehicle has parts on it that can melt just by sitting in my driveway, I probably would not have purchased it. This is not the first vehicle that I have had parked in my driveway, but it is the first one that has melted.My vehicle has been sitting at Toyota of Rock Hill for about 2 weeks now supposedly waiting on Toyota corporate to approve the repairs to the metal roof.I have been treated horribly by the service department of Toyota of Rock Hill. They have made efforts to repair my vehicle by I was sent through h*** trying to get them to do the right thing.They did not behave this way when they wanted me to purchase the vehicle, though.

  Business response

  09/14/2024

  ************************ issue has to do with Toyota (their parts, their warranty coverage, what they are willing to cover and pay for).  Toyota's warranty does not cover issues such as this and there are studies out there showing certain types of glass that reflect / magnify and ******************** has (from Toyota perspective) exposed his vehicle to that issue.   ******************** has failed to mention that he also took the vehicle to Town and Country Toyota and they refused to do anything for him.  He told us that he had a bigger issue with them than us as we have gotten Toyota to "goodwill" some of the repair.  According to technical assistance ******************** has contributed to making the issue worse by opening and closing the hatch and doing further damage.  

  At the present time we have requested additional assistance for ******************** from Toyota and we need to await their directions as to what they're willing to do for him.  We are simply an agent in the middle (for Toyota) and it is unfortunate we can't tell ******************** exactly what he wants to hear (that we can just replace everything - which we can't do without Toyota permission).  I have talked to ******************** this morning (just got off phone at 10:35am) and I explained all this to him and that we're trying to go to work for him with Toyota.  He said he appreciated the phone call.  I've attached communication with my service team and them referencing Toyota calling us about this issue.  

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of transaction - In January 2023 Extended warranty. Cost about $1200.Problem is that I am unable to contact someone to follow through with the cancelation.

  Business response

  06/26/2024

  I called ************** and we had a good conversation.  I explained to him that he could do his cancellations on line but if he had any issues he could come here directly and we'd walk him thru it - we just can't do it for him as a proxy.  He said he was going to come to the dealership on Friday so we could help him.  He has my name as a contact when he arrives.  

  Customer response

  06/26/2024

   
  Better Business Bureau:
  I was contacted by Toyota in ********* this morning at 9:55 and informed that the Toyota computer system was compromised . I was offered assistance in submitting the request or I could submit the request on line. I went on line two times to submit the request. The first attempt was not accepted, reason unknown.  The second attempt did go through to completion.

  At this time I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 

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

  
  

• Initial Complaint

  03/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Toyota of Rock Hill one week ago. The car had ****** miles on it, per the sticker Toyota put on the car, it needs an oil change at ****** miles. So I just hit that, and the car is alerting me that it needs an oil change. I contacted them, and they refuse to change the oil as a courtesy. They should have changed the oil before it was released, but at the very least they should change the oil now. I trusted a dealership to do the necessary maintenance on a car before selling it.

  Business response

  03/05/2024

  I am contacting ****************** and we will make arrangements to change the oil in the vehicle.  

• Initial Complaint

  08/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I PURCHASED THIS VEHICLE IN MAY OF 2023 FROM THIS DEALERSHIP. WHEN I FIRST PURCHASED THIS ***. THERE WERE SO MANY MECHANICAL CODES THAT I WAS NOT AWARE OF IN THIS VEHICLE. ONCE I DETERMINED THERE WAS A MAJOR ISSUE. I CONTACTED THE DEARLERSHIP AND TOLD THEM THAT I NO LONGER WANTED THIS VEHICLE. THEY TOLD ME THAT THEY WOULD CHECK THE VEHICLE, BECAUSE THEY MISSED THE ISSUES, IT WAS PROPERLY EVALUATED PRIOR TO SELLING, SO AVOID ME RETURNING THE **** THE MANAGER REPLACED THE ENTIRE BATTERY AND INFORMED ME THAT IT WAS FIXED. SO IN GOOD *****, I KEPT. I UNDERSTAND THE AS IS POLICY, BUT IN GOOD HONOR IT, AS IS THE *** HAS BEENTHROUGHLY EVALUATED, RELIABLE AND IS SAFE TO DRIVE. ONLY A FEW WEEKS LATER THE ENTIRE BREAKING SIYSTEM IS OUT. THIS *** IS NO LONGER SAFE TO DRIVE. I CONTACTED THEM, THEY ASKED ME IF I WANTED TO TRADE IT IN? I REQUESTED TO SPEAK WITH A MANAGER, AND I SPOKE WITH ***********************, WHO DID NOT ***E THAT THEY SOLD ME A BAD ***E. I EXPLAINED TO HIM , THAT AN ENTIRE BRAKING SYSTEM ON A *** THAT I JUST PURCHAED SHOULD NOT BE MALFUNCTIONED THIS SOON. TO GET THE *** REPAIRED, IT WOULD COST ME ****************************************** HONOR OF DEALERSHIP SELLING GOOD ***S. THEY DO NOT ***E. HE WAS VERY BLUNT AND NON ***ING ON THE ***** WHEN I SPOKE WITH HIM. I TOLD HIM THAT THE SAME WAY **** MISSED ALL OF THE MECHANICAL CODES THE FIRST TIME, **** MISSED THIS ONE, AND I ONLY REQUESTED FOR SOME ASSISTANCE FOR THIS REPAIR, BECAUSE THEY SOLD ME A BAD ***. THIS *** IS A LEMON. THEY ARE VERY RESPONSIBLE FOR THIS, AND IT IS NOT RIGHT THAT THEY CAN SELL ME THIS LEMON, AND NOT TAKE FULL RESPONSIBILTY FOR IT. THIS DEALERSHIP IS A SCAM. THE SALESMEN ARE, AND THE MANAGERS. THIS DEALERSHIP ARE FULL OF CON ARTIST.

  Business response

  08/23/2023

  ********************** purchased this vehicle April 17, 2023 as you'll see from the documents I provided. I'd also like to say that ALL of our vehicles pass a rigorous inspection prior to being available for sale. This vehicle was purchased April 17, 2023, 5 days later ********************** came to the dealership with a problem we found out the Hybrid battery had failed, as you'll see in the attachments we replaced the Hybrid battery for almost $3,000 at NO COST to her as this was the right thing to do!  Also I've attached the original documents showing ********************** signed and was well aware she was purchasing a pre-owned vehicle without any warranty, even when offered a warranty you'll see she declined to take advantage of this offer. 

  After 4 months under her ownership I don't see how the dealership is responsible for these repairs.

  Customer response

  08/25/2023

   
  I am rejecting this response because: When this vehicle was purchased. I requested  a vehicle warranty, and I was told by the lady who did my paperwork that there was no warranty offered on the vehicle because of the mileage. In good faith, I am very  aware of *************** as is purchase, but it also states that the dealership has an obligation to ensure that the car is functional, in an excellent condition, and safe to drive. This entire purchase of the vehicle is a complete scam. I expected to purchase a good operating safe vehicle. Yes, they replaced the battery at no cost to me due to the fact that the car was not properly evaluated and assessed prior to them selling it. It was no cost to me because it was not my fault that they did not thoroughly assess this vehicle. I was going to return it because within 3 days after the purchase, there were mechanical lights that came on this vehicle's dashboard that they stated would be fixed during the time the battery was being replaced, since they overlooked the mechanical issues. It is really sad that dealerships such as this one thinks its okay to sell people  cars that are no good and unsafe to drive. I am nicely asking for some type of assistance from them to repair this car, or replace it. They need to accept responsibility of this car that they sold. They may have expected that it was a properly functioning vehicle, but it is not. The entire braking system has failed, which could of caused a fatal accident, and it is amounting to $4000 plus to be repaired. This is the reason, after 2 to 3 months that the dealer should take and be held  responsible in this matter.
  
  

  Business response

  08/30/2023

  In my previous response I included documents showing we offered an **************** Contract but the customer declined. If ******** would like to have the vehicle repaired at our facility I'm willing to offer to help with a portion of the repair in good faith. 

  Customer response

  08/31/2023

   
  I am rejecting this response because: There is no portion amount stated in your response.  I accept that offer  to help with a portion of the repair in good faith. Thank you. That is what I expected when i purchased this car form you that in good faith  , it was in excellent condition, and safe to drive, and I did request for a warranty on this vehicle. I was told that there was none because of the mileage of the vehicle, however,  How much of a portion are you guys  willing to cover to assist me in repairing this vehicle in good faith? Your mechanic told me that to repair the car at your shop will cost me 3500.00. 
  

  Business response

  09/05/2023

  We're currently working on a resolution, trying to contact the customer now.

  Customer response

  09/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you.  Thank you ************************
  

• Initial Complaint

  07/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ******************** to you sir. ** name is ************************, I'm a 78 year old African ******** and reside in *********, **.Back in January of this year, I purchased a 2020 ******* from you folk. After a few weeks, I realized the car was entirely too low for me as a senior. I traded it in for a 2016 ***** CRV. I vehemently objected to paying almost $4,000 for an extended warranty and wouldn't have purchased the vehicle. The salesperson said he would check with his boss. After returning, he told me that it was mandatory. After deliberating the situation for a few minutes, I felt that I had no choice. It should be noted that I put $5,000 down on the ******* and $1,000 on the *****.After a few months, I carefully examined both contracts and was shocked to see at first glance what appeared to be apparent Fraud. The sales price for the ******* was listed at $16,998 but the unpaid balance was $16,617; what about the $5,000 I put down on the car? It was a classic rip off. If you choose not to comply, I will have no other recourse but to involve the following Agencies; ************************** ************* ********** of ********** Attorney General The Better Business Bureau and ***************************** WSOC TV Action Nine. Hopefully this matter can be resolved amicably. Please do Not have a salesperson call me concerning this matter; **** management Regards ************************ **********

  Business response

  08/10/2023

  We have reached out to ************ numerous times to explain the car deals he agreed to, unfortunately he doesn't agree with us and has advised he no longer wants to communicate with us and will be seeking legal counsel. Unfortunately, we have no other choices but to allow him to proceed with this as he sees fit. 

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Greetings ********* Toyota in ************ has not returned my calls or text regarding refunding my deposit. On March 30,2023 I gave the dealer a deposit in the amount of $ ******** as a deposit on a Toyota Avalon to hold the car until I test drove the car. Since I live in ******* **. On April 3,2023 I rode in the car. Did not test drive the car. The Avalon Hybrid car did not have the same performance as my Toyota Avalon 2015. It also had rust on the engine and what appeared to be corrosion. At that time I requested my check in the amount of $ ******** be returned. I have contacted the sales representative and spoke with the Sales Manager. They refuse to refund my $ ********. The check has long cleared my bank. I look forward to hearing from you and resolving this issue. Since then I purchased a 2019 Toyota Avalon from ************************************ in ********. Which is my fourth Toyota. Regards *********************

  Business response

  04/17/2023

  ***** has been refunded. Company policy on personal check refunds is to wait up to 10 days for customer's check to clear. We in now way intend to keep any customers deposits!

• Initial Complaint

  02/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On February 10, 2023 I received an offer for a request I made for a toyota bz4r vehicle, which would arrive at toyota TOYOTA OF ROCK HILL (*****) ******************************************************* ******************* Main*************** Fax, they sent me the price for $52,156, + $2,041, for a total of $54,197, price to which I agreed, they told me that to obtain it I had to make a reservation of $1,000, which I made immediately with my card that ends at ****, the same day February 10, 2023, once I made the payment 15 seconds after I made the payment I received a letter from ***************************** saying that now the price was $57,166, and 15 seconds later a letter that I had to sign of disclaimer saying that they would not refund the money I paid for the reservation if I regretted continuing the business, I called and wrote to this company and on all three occasions they told me to wait for the manager's call and until today he has not called me no one, this seems to me an abuse on the part of this company, in addition to being a deceptive offer and taking advantage of people, it should be noted that I have the corresponding evidence of all the aforementioned, I ask for your help to return my money $1,000 (thousand dollars) and whatever has to be done with this company for these dishonest practices.NOTE: It should be noted that once I realized the extra price they were trying to charge me, I started calling them and did not sign any document disclaiming liability or accepting the extra price they tried to charge me.

  Business response

  02/22/2023

  My sincere apologies! Customer's deposit has been refunded. 

  Customer response

  02/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: October 2nd, 2020 I Purchased a vehicle from Toyota of Rock Hill originally a 2017 Toyota 4Runner, I lied to all multiple occasions. *** vehicle was not cleaned inside or out, the motor was caked in mud. *** motor knocked while I had it, and on the way back to Rock Hill to get it serviced the A/C went entirely out. *** company lied on the paperwork about the year and mileage. This is the official transaction date when the 2020 4runner was purchased. Needless to say, when I got there they were more than happy to assist in putting me in a different car. I picked out a 2020 4runner and was lied to involving this vehicle. I was told it had a remote connection it does not, and multiple features that were supposed to come with the car as a way for so many problems involving the first one (2017), that was a lie I ended up paying for it all after finding it in my contract. I called the dealership a year late about the remote connection and they didn't help me at all just, told me I did not have the feature in my car which I already knew. I'm involving all of this in my statement just as a general complaint of how awful this company is. *** main reason I'm involving the BBB now after a year and a half later is that I just came back from my local dealership yesterday (07/17/22). My tires are dry rotting, and I'm having to replace all four. ***se tires should have given me at least ****** more miles. *** tires came on the vehicle when purchased, and there is no way the tires are dry rotting this soon unless the company sold me bad tires given their track record and how deceitful this company has been I didn't even want to call and ask for assistance myself. I would like the dealership to reimburse me for the $1,300 I just spent on tires because this is the company's fault. As well I say this is a health risk because if the dry rotted tires were to blow out on the highway I could cause an injury to myself or more importantly others.

  Business response

  07/18/2022

  I'm terribly sorry that you've had these problems with the 4RUNNER when you purchased it! I hope we took care of any issues at that time? As far as the tires its been 2 years since your purchase and tires can/will dry rot over time! Unfortunately they may dry rot over time and not necessarily based on mileage since they are made of rubber. 

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