ComplaintsforAutonation Toyota Tempe

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had the Prius EV battery on my 2013 prius replaced by autonation tempe in july of 2022. $400 to replace.I just took my same 2013 prius to the mechanic because a light came on saying "check hybrid system stop the vehicle in a safe place immediately". Mechanic runs his tests and comes back: your battery needs to be replaced.So I would like autonation to replace the faulty battery they sold me.

  Business response

  06/19/2023

  Thank you for bringing this concern to our attention. The case is still under review. We will provide a response within ***** business hours.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car on 29 April. They gave me temporary registration. The temporary registration will expire on 13 June. I still havent received the registration. I need help. Their advice is to let it expire and then ask again.

  Business response

  06/14/2023

  Thank you for bringing this concern to our attention. The case is still under review. We will provide a response within ***** business hours.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Sold my Corolla it had an extra extended warranty on it. Called Toyota to get my refund almost 3 months ago. Still havent received my money. I have called about 10 times and even went into the dealership talking to *************** who said he would overnight my check. Still no check. I just want my money thats owed me.

• Initial Complaint

  04/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is my 2nd report to BBB original Complaint ***********. I am still receiving unwanted physical mail. Today I received 3 pieces of mail, one of which was a duplicate. I will simply paste the original complaint since it is still unresolved:Jun 29th 2022 I had service performed on my vehicle. This is when I suspect was added to both a physical and digital mailing list without my consent. I have reached out twice in Jan 2023 ******************* and ******************* to request to be removed from ALL mailing lists both physical and digital because I have been receiving physical marketing mail with my personal information exposed. In one day I am receiving up to 3 separate pieces of mail stuffed in my mailbox, sometimes duplicates in one day. I feel like I have been both ignored and lied to after being such a loyal customer. I want to be removed from all mailing lists both physical and digital. If my information is being sold, I need to be opted out.

  Business response

  04/19/2023

  Thank you for bringing this concern to our attention. 

  We have submitted a request to opt you out all future mailings to you. 

  Please allow ***** days for these mailings to be fully suppressed.

  Thank you for your patience and understanding. 

  Customer response

  04/19/2023

  The automated response is unacceptable (there is not even an email signature that I can keep for records). This is the 4th request to halt all mail. The first 2 communications to stop were with Toyota directly in Jan 2023, and this is now the 2nd with BBB. It is now April 19 (well beyond "***** days" from Jan 2023) and I am still receiving mail. Please treat existing costumers as you would potential new clients and escalate this situation. Thank you.

  Business response

  04/25/2023

  We apologize for any inconvenience these mailings may have caused you.

  AutoNation received this request when notified previously by the BBB on or around March 27th. 

  We ask to allow the ****-day timeframe to be exhausted before we can take any further action. 

   

  Thank you

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im writing this complaint after finding out Toyota has denied covering a mechanical issue that should have been fixed the first time. Here is what happened:Three years ago (2020) after finding a leak, I took my Toyota Tacoma to AutoNation Toyota in Tempe. They said it was the timing chain cover which will cost just over $4,000 to fix. Luckily at the time, they said it was covered by my warranty as I bought this truck brand new in 2017. Recently (2023), I saw a leak again. I took my truck to ******** Toyota to get it looked at. Turns out it is the timing chain cover again which will once again cost just over $4,000 to fix. They told me, unfortunately Im out of warranty- just over ***** miles and I will have to pay to have it fixed. I want this fully covered by Toyota, because the first issue was under warranty- and never got fixed correctly - especially if only after 3 years its starting to leak again with the same problem, the timing chain cover.After waiting on calls back from Corporate and being without my truck for WEEKS, I hear back from corporate. They decided they wont cover or do ANYTHING. This is ridiculous that they expect a customer to pay for the same problem they supposedly fixed just after three years. A problem that costs close to $5,000 to fix! I mean what would have happened the first time if it hadnt been under warranty? They expect a customer to pay close to $5,000 every three years for this part? I would have to pay close to $10,000 now! Doesnt this hurt their reputation? I thought Toyotas were built to last longer than other types of cars. I thought I would at least get a ******* miles out of my Toyota before I would have to put money into fixing mechanical issues, especially since I do oil changes regularly and maintain my truck. This is such a disappointment. I want the timing chain cover repaired- correctly this time- without any cost to me, since this was obviously not fixed the first time it was done.

  Business response

  04/12/2023

  Thank you for bringing this concern to our attention. 

  Our Service Manager spoke to the customer about the warranty coverage on the work done quite some time ago. We explained that the coverage is 12 months unlimited mileage or until his extended warranty ran out.

  The customer has visited another ********************** dealer recently and was told its leaking again but not under warranty.

  The last time we saw this car was in 2020, where the extended warranty paid for the repairs on that visit. 

  We have reached out to the customer and left a message as we are willing to take a look at the vehicle to find a resolution to their concerns. 

  Thank you,

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car on Oct 8 2022 from AutoNation Toyota Tempe. Along with that purchase I also purchased the optional extended warranty in the amount of $4100.Since purchasing the car I had to bring it back in to the service department 4 times for the same overheating issue. Each time they assured me it was fixed. Unfortunately it wasn't. I even asked them to please check the head gaskets as I had done some research and that was a potential problem. They said they had researched the same thing and they would do that. They also said they may have to send it to a Subaru mechanic which never happened. I was going to **** for Christmas when the car overheated again. It took me over 12 hours to drive what is normally a 6.5 hour trip. I brought it to a subaru mechanic and they diagnosed the problem. The car needed $3714.33 worth of work to include head gaskets and thermostat which AutoNation supposedly fixed twice. Very odd.The warranty denied the claim because it was a "pre existing condition" that the dealership failed to fix. They also failed to use my warranty from the beginning which they should have.I've reached out to the local AutoNation as well as corporate. I either don't hear back or get the run around.I did the right thing. I protected myself and my car by buying the recommended warranty. AutoNation sold me a car they refused to service properly or utilize my warranty.So I'm out close to $8000 between the useless warranty and the repair.I want my warranty canceled and the amount of $4100 be credited to my loan and I want reimbursed the $3714.33 for repairs.

  Business response

  01/23/2023

  Thank you for bringing this concern to our attention.

  
  
  We are communication with the customer and are currently working with the customer to resolve their concerns.
  
  Thank you,

  Customer response

  01/23/2023

  I've been ignored and toyed with for months. So while I appreciate someone saying they will work on it, until there's a final resolution, simply saying it's being looked into is not a valid resolution, in my opinion. I'll definitely change my response if there's satisfactory resolution.

  Thank you, 

  Tia Hasenjager 

  Business response

  01/26/2023

  We have come to a resolution with the customer directly.

  Thank you. 

• Initial Complaint

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was there the last week of July 2022. I got a used car. There were so indications the car may have been in a car accident. The bumper was broken. The front fender has some paint like someone hit the car. The front windshield had a crack. The maintenance light was on. The rims look like they had been hit. Theres paint scratches everywhere. The sales person ****** and the financial advisor *******, said it was a great car. I took it for a drive never over 40 mph. Never got it to highway speeds. I commute to work and needed a car easier on gas. As I was driving home from ******* to NM, I couldnt get the car over 70 mph or it would shake like crazy. When I got to where I lived and took it to my Toyota dealership there. Thats when it was discovered that the bottom carriage of the car was broken causing the shaking. I called the deal shop in tempe to let them know. I spoke to *** (supervisor) he seemed unconcerned but said send me an estimate of how much it would be to fix it. So I did. I called emailed and texted him. And he never replied including blocking my number. I then called the place again and talked to supervisor ***********************, who like *** said the same thing. Send me pics and estiment and we will see how we can fix it. Its now a week into December and I have YET to have the issue fixed. Ive spoken to ******, *******, *** and ****************************. had done nothing. On 12/09/22 I spoke to ******************* and he was so rude. He hung up on me. He refused to help. Yelled at me while trying to explain things. I told his sales man that I need a car to commute. After 3 months I have had to replace all the tires in the car. And I will need an aliment. I have a recording of my interaction with *******************. I truly believe this man and this dealership will treat women like we are stupid. They sold a car that doesnt fit the certification and they dont want to fix it. If I could upload the recoding of cash speaking me how he did I would.

  Business response

  12/13/2022

  Thank you for bringing this concern to our attention. 

  We strive to provide a peerless experience to our customers, sometimes we do fall short of that goal.

  We apologize for any inconvenience the customer may have experienced.

  We will reach out to the customer and provide assistance with repairing their vehicle. 

   

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Recently purchased a 2013 Rav4. The day I bought it I contacted the sales person with 3 complaints. *** matched tire sizes. Skid plate dragging on the ground and a cold start up VVT rattle. Scheduled an appt to bring back for a detail that had not been done prior to the sale. At that time he said tires would be ordered and I would be called when they were in and other issues would be addressed at that time as well. It has been a month since purchase and repeated text messages have gone unanswered about tires as well as other repairs. Seems the car came in and it was put up for sale prior to anything being done to it. I just want the thing fixed as Im mostly afraid of the start up rattle. And the skid plate damage. Tires have been replaced by me so they all match at a cost of 250 with install which I feel should be reimbursed as well.

  Business response

  11/21/2022

  Thank you for bringing this concern to our attention. 

  We have attempted to contact the customer to address their concerns.

  We will be reimbursing the $250 tire fee and have left a voicemail and sent an email to schedule a service appointment to address the skid plate and startup rattle.

  Thank you

  Customer response

  11/21/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We got a Jeep and the engine was overheating less than 3 months after we got it. We got it fixed and they reimbursed ** since we took it to a different shop, I didnt want to take it to the dealership service **** because they were very rude to us while we were trying to trade it in. Now were sitting at less then 5 months and the Jeep needs an entire new engine, we have a loan for $16,500 for this Jeep, even though it was only worth $8,000 when we purchased it. We have tried to trade it in at multiple dealerships but they only offer $5,000 for the Jeep. We can not finance a new car because this Jeep has negative equity. I have tried to contact **** on multiple occasions to have this sorted but they will not get back to me. I feel like they have been avoiding me about this whole situation.

  Business response

  11/18/2022

  Thank you bringing this concern to our attention.

  We are contact with the customer directly and working on addressing their concerns.

  Thanks 

  Customer response

  11/23/2022

  the business has not gotten ahold of me in anyway.

  Business response

  11/28/2022

  The customer decided to take the vehicle to a mechanic of their choice, which we reimbursed them for the costs of the repair. 

  We have advised the customer to contact the repair shop to look into these concerns. 

  The customer was also offered maintenance plans on multiple occasions. 

  Thank you

  Customer response

  12/06/2022

  They never offered a maintenance plan, I also saw the paperwork after looking more thoroughly that it has had a head gasket replaced in the past. I believe this is the same one that has blown. This Jeep has been faulty from the beginning, as to why I chose a ************** is because this dealership was extremely rude to me. Why should I give my money to a service department that did not take my issues serious the first time. 

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a 2021 Toyota Tundra on 08/27/2022 in the purchase contract is states that they owe us a spare fob/key as they only supplied one when we purchased the vehicle. We have called and left messages, have not received a phone call back. I finally was able to speak with the sales person who pretty much laughed at me and hung up the phone. To have another key made it would cost me $554.51

  Business response

  09/15/2022

  Thank you for bringing this concern to our attention.

  
  We have contacted the customer today and are working on having the mobile *********** meet her near her home to have a key made.
  
  
  We will communicate with customer moving forward to have this completed.

  Thank you.

  Customer response

  09/17/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

*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. ↩