ComplaintsforAutoNation Toyota Las Vegas

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a car through AutoNation Toyota on 7/31/2024. The finance guy recommended adding Care package plans which cost $7835 additional. The next day I contacted a dealer to cancel all the packages and asked for a refund. The first response was "ok, I will let you know how to get that done when I get into the office (8/1 text message) . No response from him after so I texted him on 8/3. He stated, "The loan was already funded so we can't do anything about it". I kept asking to cancel, then his response was we could cancel one by one but it's a long tedious process. it will take a couple of months. so I told him to go ahead and cancel. It took 2 weeks for him to send me cancellation paperwork after my husband made a final phone call. The e-mail I got was only one policy cancellation request ( He added 4 different protection plans). I asked him to cancel all of the plans but he said this is the first step.I contacted GM, and sent an email regarding this matter but no response. It's been more than 2 weeks since the first request, It is frustrating that it took so long to process it ( still fully processed yet) .

  Business response

  08/23/2024

  Thank you for bringing this concern to our attention. A member of the ***************************** is assisting the customer with their cancellation moving forward. 

  Thank you. 

  Customer response

  08/26/2024

   
  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.
  Hope It will resolve soon, and other customers won't get scammed by this employee. 
  Sincerely,
  
  *************************

• Initial Complaint

  08/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I recently purchased a RAV4 from AutoNation Toyota Las Vegas and paid a $5000 deposit, and would like to bring to your attention a matter that has left me extremely disappointed.During the car buying process, the salesperson LaTahj ***** promised to provide me with AutoGear window tint, exterior protection for 3 years, dent protection for 3 years, and wheel locks, and signed these agreements on the quote sheet as commitments and guarantees. However, upon taking delivery of the vehicle, the manager ***** ****** not only denied these promises, but also displayed a disrespectful attitude. He flat out denied the agreements, stating that whether we needed these items was not within his consideration, and failed to provide any satisfactory resolution. Despite having documentation proving the agreements, he claimed that the commitments signed by the employee did not bind the company as he did not approve them. Due to the high demand for the vehicle we purchased, we were left with no choice but to accept the delivery without these items or to accept a refund. It is important to note that we have already paid a $5000 deposit.Furthermore, he did not offer any solutions and showed no willingness to address the issue. In the end, he unilaterally decided to refund us without our agreement.The way AutoNation Toyota Las Vegas handled this matter and the disrespectful attitude of the manager have left me extremely dissatisfied. I believe this to be a serious case of sales misrepresentation and breach of contract, and I hope that you will investigate and resolve this issue.Thank you for your attention and assistance.

  Business response

  08/22/2024

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

  Thank you. 

  Customer response

  08/28/2024

   
  Complaint: 22109185
  
  I am rejecting this response because:So far, no one has contacted me.
  
  Sincerely,
  
  Muzi **

  Business response

  09/10/2024

  The General Manager contacted the phone numbers on file and left messages requesting a return call from the customer but have not received one. If the customer would like them to contact an alternate phone number not listed in this complaint, please respond with the best contact information. The management team is looking forward to assisting the customer. 

  Thank you. 

• Initial Complaint

  07/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Dealership charged me $905 for Drive away Permit, it's only cost $8.25 for NV DMV (attached doc provided). Dealership did not calculate correct amount for registration fees, cost me Additional $815 to the ****

  Business response

  08/14/2024

  Thank you for bringing this concern to our attention. The dealership uses a third-party company in ********** to assist with out-of-state vehicle registration which charges a set rate. Because the customer was registering their vehicle in **********, this registration fee was charged. Please see the attached signed sales menu for reference. The Drive Away Fee was $8.25. The customer's copy from finance lists both the CA registration fee and drive away fee under one name for convenience. 

  Thank you. 

  Customer response

  08/18/2024

   
  Complaint: 22045710
  
  I am rejecting this response because: I paid $905.25 for the drive away permit. Please have dealership provide the full purchase agreement and see the total purchase price include what the fee for drive away permit. 
  
  Sincerely,
  
  *******

  Business response

  08/28/2024

  Yes, as previously stated both the California registration fee ($897.00) and the drive away fee ($8.25) is listed under the name of Drive Away Fee on the customer's finance agreement. When added together, the CA registration fee and drive away fee total $905.25. Please see the attached documentation to view the separate breakdown which is highlighted on the customer's signed ********************** menu. The combined fee is listed on their finance agreement, equaling the same amount, $905.25. 

  Thank you. 

  Customer response

  08/28/2024

   
  Complaint: 22045710
  
  I am rejecting this response because: I had to paid CA DMV additional $815 for the registration. 
  
  Sincerely,
  
  *******

  Business response

  09/13/2024

  Please refer to the documentation previously provided highlighting the breakdown of the fee's required, signed by the customer. The California registration fee is separate from the drive away fee of $8.25. In total, the drive away fee and CA registration fee equal $905.25 which are both listed on their final purchase agreement under the name Drive Away Fee. 

  Thank you. 

• Initial Complaint

  07/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a car through Auto Nation Toyota in Las Vegas. The whole process took weeks for me to get the car. I specifically asked the sales person if there was any damage because I used to work at a dealership and I know cars well. I told him I would not want the car if there was damage. I live in ********** so I paid for the car to be delivered. They were supposed to deliver my car on one of the two days I have off so I can inspect it, but of course they came on a day I was working. As soon as I got home I inspected the car and there was multiple places of damaged. I called them the same day and told them I did not want the car, so I sent pictures of all the damage. The car also came filthy with an extra ********************************************************************************************* so they told me to pick a different car and I found one 4 hours away in *************************, **. This way I can go in person and get the car. They told me to go down and the car would be reserved for me. I also spoke to the dealership and told them I would put down a deposit if needed to reserve the car. Then I drove 4 hours there and 3 hours in they called and told me my car was sold. Then the Vegas salesman told me I can either return the car or they can fix the car for me. The next day they told me I put too many miles on it by driving it to the dealership they told me to go too, and now I can't return it. So I wasted a day taking off of work, a full tank of gas driving there, and now I am stuck with this car. They told me they would fix the car for me instead, now its been three days and Tal Gru (GM of Vegas Dealership) has been dodging my calls. I have all this proof in writing. They have been putting me thru so much this entire summer and its unacceptable.

  Business response

  07/30/2024

  Thank you for bringing this concern to our attention. The management team has been in direct contact with the customer to arrange repairs to be completed at their local at the dealership at their cost. 

  Thank you. 

  Customer response

  08/13/2024

  They are paying another autonation to fix the damage to the car. The car is currently being worked on, but it has not been paid for yet. 

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an extended 72 months warranty for my Rav4 on 08/20/2021 for $995.00. See attachment.I sold my Rav4 in March 2024 to Carmax in Las Vegas.Carmax paid off the loan balance including the 72 month warranty to Toyota Financial Services.Carmax gave me a check for the proceeds after paying off the loan above.Toyota Financial Services sent a refund check to Autonation Toyota Las Vegas for $511.12 on April 25th 2024 (wholesale invoice #******) for the unused warranty. This check should have been sent to me since I paid off the loan and the 72 months warranty via *************************************** Services asked me to contact Autonation Toyota Las Vegas to get the money back.I contacted Autonation multiple times over the phone to talk to their finance department but I get voicemail or someone in sales who said that they would leave a message for them to call me back.I am out of the country since late April and cannot go in person to the dealer.I want Autonation to issue me a check for $511.12 for the unused warranty refund.Please, feel free to contact me on my US number if you need any additional information. it works while abroad.Thank you,***********************

  Business response

  07/15/2024

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

  Thank you. 

  Customer response

  07/31/2024

  Hello,

  I have not received any communications from AutoNation. I do not see any communication from them to me in your history either.

  They have not resolved the matter,

  Thank you to keep this claim opened.

   

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

  Business response

  08/08/2024

  A request to stop the check to the lienholder has been issued. As a payoff letter is required for approval to send the check directly to the customer, can they please provide one at their convenience?

  Thank you. 

  Customer response

  08/13/2024

   
  Complaint: 21930114
  
  I am rejecting this response because:
  

  I have attached the letter from Citizen, the loan company,  that my account has been paid off.

  I do not understand why Autonation is refusing to communicate with me. I have received no communications from them and this is making the process very difficult to resolve.

  Toyota Financial Services requested the letter. Once I received it I contacted them but then they told me that they had already sent a refund check to Autonation Toyota dealership. They also told me to contact Autonation which I did on multiple occasions by phone but got the run around from them. I left multiple messages for their finance department to contact me (operator and sales departments messages and voicemail to finance extension). They never replied to my request for someone to call me back to resolve the matter.

  Recently, I even sent an email to the general manager. Still no reply.

  I do not know where and to whom I am supposed to send this letter to get my warranty refund.

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

  Business response

  08/22/2024

  Please see the attached notification regarding the customer's GAP refund. The process of a GAP refund includes the lender providing a refund to the customer for early payoffs as required by the State. The customer will need to contact their lender directly to obtain an update, as we cannot access their systems. Our records indicate a check was sent to ************* on July 16, 2024. 

  Thank you. 

• Initial Complaint

  04/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a truck from them. They have not provided me with a title or temporary tags. I will not be able to drive the truck in 4 days, and I use it for work. They are not returning my calls.

  Customer response

  04/16/2024

  Thank you so much for the help. 
  
  Here is some updated information.
  
  It has been 30 days since I bought the truck, and I will not be able to drive the truck tomorrow, because the temporary moving permit will expire at the end of today.  I continue to call the dealer and calmly ask for help in this mater, but the will not answer or return my phone calls.  When they did answer, they lied to me multiple times, telling me that the title has been transferred to my name / or claim that it is in the mail.  I have gone to the **** called and talked with the **** and talked with other dealers.  They all agree, that this is not the proper way to transfer the title of a vehicle.
  
  The General Manager phone number - ************
  The sales man that sold me the truck (JP or ****) ************

  Business response

  04/19/2024

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

  Thank you. 

  Business response

  04/19/2024

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

  Thank you. 

  Customer response

  04/19/2024

   
  Complaint: 21568315
  
  I am rejecting this response because:  They have told me endlessly that they are reviewing the case, and will look into it, ya ya ya.  All Lies.
  
  Sincerely,
  
  ***********************

  Business response

  04/26/2024

  The title has been received by the dealership and the correct paperwork has been sent to the Arizona DMV.

  Thank you. 

  Customer response

  05/05/2024

   
  Complaint: 21568315
  
  I am rejecting this response because: This dealership lied to me over and over.  Then they would not return my phone calls.  As you can see, they do not even include an apology for any of this.  I Have no dough that this is just another lie.  Also, how does this help resolve the hours that I spent trying to figure out what was going, and cover the cost of the rental truck that I had to get due to there unwillingness to help me solve the problem they created for me.
  
  Sincerely,
  
  ***********************

  Business response

  05/09/2024

  First I would like to apologize for the inconvenience *********************** endured. The title paper work has been resolved and our title team sent the proper lien release from Navy ******************** immediately upon receiving it. There is no excuse for a lack of follow up during this time. 

  I have left ****** a message again today, asking him to call me if he is still having issues with registration. The paperwork was sent to the *********** with a fed ex tracking number 776058785935 on 4/22/2024, an email was also sent to ******`s email on file.

   

  My sincerest apologies to the ***** family.

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

  General Manager **************

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a vehicle from them over internet in October of 2023, New van, low mileage. Windshield leaked with the first rain. Had to pay money to get it diagnosed as the windshield. Contacted Autonation, they initially were very attentive and promised to get it repaired. Time has drug on, nobody has every reached out to us to repair windshield. Now every phone call is answered by voicemail, nobody responds to voicemails. We are left with a leaky vehicle and no recourse. We have reached out to Toyota Corporate who hasn't been able to really help - they basically state it is on the dealership. Dealership is refusing to even acknowledge us at this point. As we are not in Las Vegas, I feel we have only to really eat the cost of this 44K$ vehicle. Final point - we bought the van which was advertised as "Toyota Certified" - turns out, it isn't Toyota Certified, but dealership certified, and no the windshield is not part of this certification. Toyota has no answer to this bait-and-switch. Many lessons learned: 1. will NEVER buy from an autonation dealership again, 2. may even convert to a non-Toyota brand after this as well.

  Business response

  03/27/2024

  To whom it may concern,

   

  We have been in contact with the consumer and sent them to our sister store in ********** to assist. After that referral, Customer refused our efforts to use Safe lite Glass as well. 

  If the customer is not happy we will take the vehicle back in on trade. The vehicle has warranties has been through the certification process by our technicians. The dealership has stood behind the vehicle and our process. we are more than willing to repair the windshield or replace it, if needed.

  I look forward to assisting,

   

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

  General Manager 

  Autonation Toyota Las Vegas

  Customer response

  03/28/2024

   
  Complaint: 21494660
  
  I am rejecting this response because: When we found the leaking windshield we had to get it diagnosed at our dealership here in ******* **, this has cost ** money, no offer to compensate from this.    If they did refer us to their "sister dealership" - we don't remember this being a thing, it is 3 hours from us and not a feasible option.  We initially weren't sure about their glass people because the windshield was replaced twice last August by their glass people and it was sent to us still compromised, leaking aggressively with the first rain.  As it stands now , We would love their help with the windshield but have not been able to connect with anybody at the dealership really since January - many messages have been left by my wife and myself, including a couple with  ***** himself, but none have been returned.  1. I would like the dealership to reach out to us and help us facilitate the repair of the vehicles windshield.  Lassen Toyota works with a glass company and we would like to go through them if possible.  I want to make it very clear that Autonation Toyota Las Vegas initially seemed available to help, but have, (from December /January until now) not responded to any of our messages.  

  Finally, as the adds will show (I will upload these pics of the original adds), where the certification is mentioned it doesn't mention that it is only the dealership certifying the vehicle.  I own a Toyota Tundra that is certified by Toyota.  We live in *******, **, why would we buy a vehicle that is only certified 9 hours away from us. Our dealership, here in *******, has checked and this vehicle is not Toyota Certified. 

   

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

  Customer response

  04/10/2024

  *************************, general manager of Autonation Toyota, Las Vegas, reached out to me and has helped us make this right.  He has been very helpful and pleasant to work with.  Thank you for your help BBB. 

  Business response

  04/10/2024

  The customer was able to work with the management team to come to an arrangement where they will receive a reimbursement of the cost for the windshield replacement. We sincerely apologize for the inconvenience. 

  Thank you. 

  Customer response

  04/16/2024

   
  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.
  
  

  Consumer

  Most Recent Message

  Date Sent: 4/10/2024 4:27:39 PM
  

  ****** ******, general manager of Autonation Toyota, Las Vegas, reached out to me and has helped us make this right.  He has been very helpful and pleasant to work with.  Thank you for your help BBB. 

• Initial Complaint

  01/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11/27/2023, I purchased a vehicle from AutoNation Toyota Las Vegas, during which I signed a form expressly granting permission for a single credit check. However, upon reviewing my credit report, I discovered that my credit was checked a total of 34 times by Toyota Financial Services. This not only constitutes a blatant violation of the agreement but has also had a substantial negative impact on my creditworthiness.I have attempted to resolve this matter directly with Toyota Financial Services, engaging in communication with their team at Toyota Las Vegas. Regrettably, the response received has not provided a satisfactory resolution. The signed form clearly indicates consent for a single credit inquiry, and the subsequent multiple inquiries were neither authorized nor disclosed during the transaction.I kindly request the Better Business Bureau's intervention in investigating this matter, seeking an explanation for the numerous unauthorized credit inquiries, and facilitating a prompt correction of any inaccuracies on my credit report. It is my expectation that Toyota Financial Services adheres to the terms outlined in the signed agreement, and I am hopeful that your involvement will contribute to a fair and just resolution.

  Business response

  01/31/2024

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

  Thank you. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 28th, 2023 I bought a 2015 Chevrolet Corvette Z06 from Autonation Toyota of Las Vegas. The salesperson who helped me was *************************. The next day (29th), on the way back home to ************* I experienced issues with the clutch pedal. The clutch pedal would stick to the floor and not spring back up after being pressed. It got so bad that I would have to manually lift up the clutch pedal with my hand. As soon as I got home, I looked at the clutch fluid reservoir and saw it was completely empty. This was concerning due to the fact that there is now air present within the clutch fluid system. As equally dangerous as having air in your brake lines which causes brakes to work improperly also causes the clutch system to work improperly. I made an appointment with my local Chevrolet dealership. On December 5th I emailed Aleks about the problem and received no response. The next day on the 6th I texted him and he told me he would get his service department to provide an explanation and get back to me. I cancelled my appointment with the Chevrolet dealership pending a response from Aleks/Toyota Dealership. Aleks and Autonation Toyota of Las Vegas would not get back to me. On December 19th I made another appointment with ***** dealership despite not hearing back from *****. Car went in on the 21st and on the 26th was told that the car needed the clutch fluid to be bled. The ***** service advisor *********************** recommended to reach out to Toyota to get compensated due to how recent the car was purchased. This was not a warrantied job so I reached out to Aleks asking his dealership to comp the cost of the service. I argued that as part of their multipoint inspection for all of their cars they wouldn't sell a car without engine oil or without coolant fluid so there should be no excuse for not checking clutch fluid reservoir. ***** told me he would speak to his supervisors and get back to me, but he didn't. 12/27 and 12/28 Left voicemail for manager, no response.

  Business response

  01/22/2024

  Thank you for bringing this concern to our attention. We sincerely apologize for any inconvenience this may have caused. The management team has agreed to reimburse the customer for the repair. 

  Thank you. 

  Customer response

  01/22/2024

   
  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

  12/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On September 22, 2023 *****, the salesperson for Autonation Toyota asked "let me know if you need anything else", I responded by saying, "since you asked, can you throw in a hitch", he responded by saying let me check if we can get in time, At that moment, I had intended to negotiate for a hitch and had sent him a picture of the cashiers check to show him I was serious but he then implied that a hitch would be part of the purchase. I said "dude, if you can get that hitch thrown in, we would so appreciate it. As a result of that, we made plane reservations from Santa Fe to Las Vegas to purchase the vehicle. From there on he implied it was a 14 day wait which in my conversation with him was doable. All of this information regarding the hitch is documented in texts between *****, the salesman and myself. In my conversation with ***** we had a plan to return in 14 days or on October 12, 2023 to get the windows tinted and the hitch put in. When ***** went to advise the parts department to order the hitch for October 14, that person stepped in and said its all been a misunderstanding. The dealership then made an offer to me of ****** for the tinting refund but refused to pay for the hitch. I declined the ****** because they wanted me to pay for the hitch. To date I have received no refund of any kind. The dealership then went silent and would not respond to my calls or texts. They did not perform tinting which we paid for in the vehicle price and also did not install the hitch. I had mentioned to *****, the salesmen early on that a dealership in ********** had agreed to install the hitch for us on the same exact vehicle.

  Business response

  12/15/2023

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

  Thank you. 

  Customer response

  12/19/2023

   
  Complaint: 20958796
  
  I am rejecting this response because: They have not provided a response to the BBB that I'm aware of and as a result did not follow through with their own promise to do so within the ***** hour time period they indicated.
  
  Sincerely,
  
  ***********************

  Business response

  12/27/2023

  The customer is in direct contact with the General Manager to come to a suitable resolution. The General Manager has requested copies of the receipt from the customer so a reimbursement can be discussed. 

  Thank you. 

  Customer response

  01/12/2024

   
  Complaint: 20958796
  
  I am rejecting this response because, we are still attempting to resolve this matter.   I have spoken with the General Manager, ************** and provided him with text messages from the salesmen agreeing to the addition of a hitch when we purchased the vehicle. ************** has been very courteous and professional working with me.
  
  Sincerely,
  
  ***********************

  Business response

  01/31/2024

  The customer worked directly with the General Manager to resolve their concerns. We sincerely apologize for the inconvenience again. 

  Thank you. 

  Customer response

  02/01/2024

  Autonation did not address the complaint. As I indicated, we are working to resolve the issue. The issue is not resolved. By closing this file, you are exposing the general public to a business that has not resolved the complaint and has no incentive to act honestly with other buyers. Why would you allow any business this type of freedom? The manager from Autonation specifically told me to send a response that we are working to resolve this most likely knowing you would close it. I am requesting this case remain open and the business remain under your questions to act responsibly.

  Customer response

  02/01/2024

  This is the communication I received from Autonation indicating he was gathering his team to review and would get back to me.

  Business response

  02/12/2024

  The management team has refunded the customer for the window tint ********************** as discussed. We sincerely apologize for any inconvenience stemming from this matter. 

  Thank you.

  Customer response

  02/12/2024

   
  Complaint: 20958796
  
  I am rejecting this response because: Autonation Toyota of Las Vegas has not addressed the fact that a hitch was promised to be installed and paid for by the dealership as part of the purchase. I have provided receipts for the hitch and texts from ***** the salesman to Kalei, the manager of the dealership for reimbursement at his request and have not received a response. The texts clearly confirm the hitch is part of the sale. ***** does not dispute that, however he will not reimburse me.
  
  Sincerely,
  
  ***********************

  Business response

  02/27/2024

  Although the customer requested a tow hitch and mentioned it would be appreciated, ultimately it was not agreed upon with the sales manager. Unfortunately, we will not be able to provide a reimbursement for the tow hitch as it was not part of the agreement at the time of purchase. 

  Thank you.

  Customer response

  02/28/2024

  The salesperson said, it will be 14 day back order for the hitch, I said well go back for it and he said, sounds good. That is an agreement and part of the sale.

  How does a dealership get away with treating customers like that? Do you have a ************************* who goes after bad faith businesses? Can you send the file to your attorney general office for the many complaints against them?

  I hope you can do something because Im apparently one of many from 11 in the last 12 months. Please keep your file open. 

   

  Customer response

  02/28/2024

  The salesperson said, it will be 14 day back order for the hitch, I said well go back for it and he said, sounds good. That is an agreement and part of the sale.

  How does a dealership get away with treating customers like that? Do you have a ************************* who goes after bad faith businesses? Can you send the file to your attorney general office for the many complaints against them?

  I hope you can do something because Im apparently one of many from 11 in the last 12 months. Please keep your file open. 

   

  Customer response

  02/28/2024

  Thank you for your help, you all have been great, I will pursue it as deceptive business practices. Can you forward my last letter to the dealership? Also, can you post this complaint on your website? 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. ↩