ComplaintsforChuck Hutton Toyota

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sold me a car with new brake pads on bad rotors and did not show me that it had been in a wreck

  Business response

  05/08/2024

  The front brake job was done on the vehicle 8 months ago prior to purchase. Rear brake job was done 4/12/24 with dealership paying a portion of the cost for the customer.

   

  Customer response

  05/08/2024

   
  Complaint: 21679547
  
  I am rejecting this response because:
  They are lying again i paid for everything. I sent the bbb a copy of the receipt. Notice they charged me for resurfacing  the rotors but put on the receipt no charge for rotors Lol because obviously they resurfaced them .Wow and maybe you should tell them to respond to why i did not know that car had been wrecked 
  Sincerely,
  
  **********************

  Business response

  05/10/2024

  The total cost of the break job was ****** Sales paid ****** toward the total cost. Our certified vehicles come with a Carfax Report Folder with a complete history of the vehicle that provides full disclosure including any previous accidents for the customer to review before purchase. Attached is the ** and the Carfax report.

  Business response

  05/10/2024

  The total cost of the brake job was ****** the sales department paid ****** towards the total cost of the final bill.

  This vehicle was supplied a Carfax Report that provides full discloser to the customer prior to purchase.

  Customer response

  05/11/2024

   
  Complaint: 21679547
  
  I am rejecting this response because:I was never shown the car facts and again no need to pay for rotors cause I paid to have them resurfaced.If they charged me to resurface the rotors notice the no charge for rotors was 
  to make me think they were helping me that day.Absolutly unacceptable how they treated me and tried to fake helping me with the issue.
  Sincerely,
  
  **********************

  Business response

  05/11/2024

  the invoice shows that rotors were replaced on the rear, and that the dealer covered the cost of those. the rear brakes were the customer's responsibility because all brakes wear over time. if there were "bad rotors" on the vehicle at purchase the symptoms would have been noted before 4 months and ****** miles later. front brakes were done before the sale, rear brakes were not necessary until the vehicle was driven for quite some time, with driving habits possibly accelerating the wear process. dealer has shown good will by covering some of the cost of the brake work.

  Business response

  05/13/2024

  The total cost of the break job was ****** Sales paid ****** toward the total cost. Our certified vehicles come with a Carfax Report Folder with a complete history of the vehicle that provides full disclosure including any previous accidents for the customer to review before purchase. Attached is the ** and the Carfax report.

   

  the invoice shows that rotors were replaced on the rear, and that the dealer covered the cost of those. the rear brakes were the customer's responsibility because all brakes wear over time. if there were "bad rotors" on the vehicle at purchase the symptoms would have been noted before 4 months and ****** miles later. front brakes were done before the sale, rear brakes were not necessary until the vehicle was driven for quite some time, with driving habits possibly accelerating the wear process. dealer has shown good will by covering some of the cost of the brake work.

  Customer response

  05/13/2024

   
  Complaint: 21679547
  
  I am rejecting this response because:they did not cover what they are saying.Again I paid to resurface them and for the brake pads.They tried to make it look like they were helping me and tried to do it again but i am not falling for anymore of their lies and decided it was time to contact bbb.I also was not given the car facts.They do not need  to keep repeating the same lies, I have heard  enough of their lies
  
  Sincerely,
  
  **********************

• Initial Complaint

  03/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The incident happened on 12/28/2023. Attached is a pdf description of the incident. I was charged $34,888 dollars for the car. I paid $25,000 down on the car. I was over charged $4000 for the car.

  Business response

  04/05/2024

  To whom it may concern,
  
  In response to the consumer's complaint, we have called the customer and offered much explanation. Customer seems unwilling to accept response. Here are the details:
  
  Deal 1: Customer purchased Vehicle 1, the RAV4, at ********. This is a ******** price minus a 1k rebate customer received for financing with ********************** Motor Finance. Customer decided they did not like the car and wanted to come back and trade it in.
  
  Deal 2: Customer purchased the vehicle 2, the Camry at ******. This is ***** minus a 1k rebate customer received for financing with ********************** Motor Finance. This price of ****** was above the price listed online, which included the rebate in the discount. However, if you notice on buyers order #2. There was the trade in. Uploaded is the trade in value of ******. This value is representative of initial depreciation on a new car. We have to take it in on trade and then price it for less than the new price as it is a used car. If you notice on buyers order 2 we allowed customer ****** on the trade in. This is almost 5k over the actual value and more than the customer paid for it originally. So, we actually gave the customer a total of 6 grand off on the Camry. Represented in a 5k over allowance on trade and another 1k rebate offered for financing with Toyota Motor Finance. totaling 6k. So, customer actually received much more discount that was even online. 

  
  In response to the APR, Customer received 2k in rebate value between the two deals for financing with Toyota Motor Finance. This ultimately created a much lower amount financed.

  
  As a dealer we worked diligently to both give the customer a great deal and take care of what was in essence a regretted first purchase. We were under no requirement to over allow that extensively and discount as much as we did. We did this to benefit the customer and help them get a vehicle that they would be more suitable for them and create the lowest bottom line for the customer. We spoke with the customer several times to try to show them the ultimate value they received. We work hard to take care of our customers. 

  All docs are uploaded for verification.
  Thanks,
  *************************

  Customer response

  04/11/2024

   
  Complaint: 21413040
  
  I am rejecting this response because: Chuck Hutton has failed to admit that they lied about the 5.7% interest rate offered to me by Capital when we were going through financing and they are still charging me 8.7% interest rate. If they really want to make it right, they should subtract $4000 from the balance of my loan and refinance the remaining balance of the loan at 5.7% or less.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Date of Transaction: 09/26/2023 Amount Paid: $2000.00 Product/Service Transaction Agreement: To provide me a **** Toyota Supra Novemeber **** that was already in route Dispute: The car was not provided to me, not available based upon the agreement, no communication or status updates Attempted Resolution: After multiple attempts from me to get updates I am no longer confident the product/service will be rendered and must move on.Reference Number: VIN# *****************

  Business response

  12/26/2023

  We have been trying to reach *************** by phone, text and email to refund his deposit but have not connected with him. Please call the salesperson you have been dealing with so he can help get your deposit refunded.

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I mailed a tracking letter regarding my complaint to Chuck Hutton Toyota regarding my oil changed on 7/17/23, the terrible work done on 9/7/23 by a supposedly 40 yr. experience mechanic (paid $1,803.04) & on 9/20/23 the issue with my ************* lights coming on. It was received on 9/27/23 by the dealership. I didn't receive a response until, I submitted a complaint on their website on 10/6/23. I received a call from ************. I sent her the letter regarding my complaint. She stated that she would call me back & she did. She stated that she spoke with the Service Mgr. who claimed that several attempts were made to contact me. I checked my call log, one missed call & no one left a message. She said that the Service Mgr. informed her that the special tool used on my car indicated that my engine was bad, that I needed another engine & that they don't break down an engine to find the problem. Actually, my car engine was not broken down to find the actual problem with my car. The other Mechanic informed me that it looked like I haven't had an oil change done in a while, which I found hard to believe since, I supposedly had one done in 07/23. The Toyota Mechanic left bolts loose on my car for the work done on 9/7/23. I have a video of the loose bolts such as Engine Mount, Alternator Bracket etc., which were shown to ************** & the Service Tech said he FORGOT to tighten my bolts & that he would pay for my next two oil changes. I was skeptical of his gesture. The Other Mechanic stated that the loose bolts probably caused me to have issues with my car & that another engine was not needed. I asked ************ to escalate my *************** said that it would be given to ***** or ****************** As of 10/13/23, I have not heard back from the dealership. This is very alarming since I have been a faithful customer for many years, even when my warranty expired. I want a resolution to my complaint.

  Business response

  10/30/2023

  The customer brought vehicle in to address a "whining, whirring" noise. The diagnosis was that the alternator was the source of the noise. The repair was authorized and the alternator was replaced. The vehicle was brought back in the following day making noise at which time it was discovered that bolts for engine insulator and mounting brackets were not tightened properly. The bolts were resecured to proper specifications, and complimentary service was offered and accepted by the customer as goodwill for the inconvenience of having to return. Then twelve days later the vehicle was brought back in due to malfunction indicator lamps illuminated. It was determined by the failure codes present that there was a misfire in one of the cylinders in the engine. The technician used a borescope to verify that coolant was present in the misfiring cylinder which indicates a malfunctioning head gasket. The recommendation from the dealership when this occurs is to replace the engine. This was explained to the customer and they declined to move forward with repairs. Neither of these instances are related to the other, and the loose bolts discovered from the first repair can not cause an internal failure of the engine. It is widely known that these engines have a history of this failure. This is an unfortunate coincidence that it happened at the same time as the alternator failed.

  Customer response

  11/10/2023

  I understand that you guys have closed this account, but I do not agree with what Chuck Hutton Toyota said and I would like to dispute some of it. Do I need to file another complaint to have this case reopened?

  Customer response

  11/14/2023

  I don't agree with Chuck Hutton. I had an Alternator and a Radiator replaced. I was only informed that my car was miss firing not that my Toyota type car has a history of engine failure. Toyota did not complete the job with my car and ***** made it seem as though it was no big deal and in the same breath, the Mechanic would pay for two oil changes. The other Mechanic stated that I didn't need another engine and that the loose bolts could have caused this issue. I feel as though Chuck Hutton Toyota is trying to cover-up and not take responsibility for the terrible work done by their Mechanic. It is not an unfortunate coincidence. 

  Customer response

  11/15/2023

   
  

  From the CONSUMER:

  Sent 11/14/2023 5:08:44 PM

  I don't agree with Chuck Hutton. I had an Alternator and a Radiator replaced. I was only informed that my car was miss firing not that my Toyota type car has a history of engine failure. Toyota did not complete the job with my car and ***** made it seem as though it was no big deal and in the same breath, the Mechanic would pay for two oil changes. The other Mechanic stated that I didn't need another engine and that the loose bolts could have caused this issue. I feel as though Chuck Hutton Toyota is trying to cover-up and not take responsibility for the terrible work done by their Mechanic. It is not an unfortunate coincidence.

  Business response

  12/13/2023

  It is often the case where a vehicle owner would assume some sort of blanket coverage for any issues that arise after any repairs are performed on any part of their vehicle. The issue with the engine in the car did not start after the alternator repair but rather quite a long period of time prior to. It is very much an unfortunate coincidence that the dealership had to relay such inconvenient information to the customer, however, it can't be assumed that the dealership is responsible for internal engine failure based upon a very external and common repair being performed.

• Initial Complaint

  03/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Some of the members of the staff begin to harass me. They say . "They say he comes everyday" I know that this statement seems harmless but since they said it so that I could hear it it means that they know that it was a trigger for me. And of course they will deny malice but the intent was there and it was taken so by me. People all over the city have been harrassing me .I really believed that Toyota operated above the line of the average mentality of the middle school special ed ******* which is about the mental and social level of most people that would harrass a total stranger to make themselves seem bigger. I do not believe that I can recieve damages for thuis action and I am not even sure if any thing will be done about it but I will never buy another Toyota again or use the Family owned business for the rest of my cars or my life I will go to the corporation. THE NEXT CAR THAT I BUY WILL BE A *****

  Customer response

  03/26/2023

  When I took my car into have my trunk opened on last Friday (3/17/2023), the service manager was very very rude to me as  a member of the sorority of AKA watched so closely that she could have given me a kiss, I do not know her and no one seemed to see anything wrong with that action, after this event was over she went through the dealership, these details probably do not make sense to you but this another reason that I feel so harassed, After being charging me  ****** ***** then tells me that he cannot fix my trunk until Monday next week and he informs me that his service staff gets off at 3:00 PM. I must apologize to the two black ladies standing on the bay because after all these very harassing actions I go to the bay where my car is and yell obscenities about AKA,s not knowing and still not knowing if those two black ladies are AKA,s but when I did look up and see them I was very embarred but to mad to apologize, if they looked at me they could see the look of embarrassment on my face. As God is my witness I must apologize to the whole sorority of Alpha Kapa Alpha because there is no organization on the face of the EArth that has all bad members least of all one like this one. I have family members in this sorority and there are ladies that actully have an agapy love for me and have always had one. As I am in the waiting room on Saturday , one of those black ladies is telling a coworker that she did not say anything, mind you I have directly accused her of anything. Let me elaborate their is a young black man there that works out at the same place that I do who may be aware of the harassment that I have endure at the gym. Also as I was looking at the amazing cars that the dealership had on sale, two older white women up front who appeared to working  in the front offices had conversation so that I could hear it and they said " they said he comes every day". Usually the business that allow these types of practices and promote these kinds of actions allow open season me, cheating me out of my money, doing all kinds of things to run me away. I have spent probably thousands of dollars on Toyotas services and products and really this what you guys think of me. I mean you don't even respect my money which is good every where.

  Business response

  03/28/2023

  ************** came in on Saturday 3/25 for a trunk latch replacement on his 2013 Camry repairs were done trunk works as it should.   As far as the harassment claims, after speaking with staff the claims are unfounded. As a business we will never or have we ever harassed a customer. Our staff is professional and courteous at all times.  

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a vehicle from the Toyota dealership on ********** on 2/18/23. I got home and reviewed my contract again and realized that the millage on the vehicle did not match, the cost that I was quoted for vehicle was not correct, I was told car would be $35,950 but contract has $41,401.50. car buyers guide which per TN law is supposed to be visible in every vehicle thats for sale on lot was not shown to me. Yet, he had me sign not explaining what it was. Insurance wasnt verified before I left the lot, nor did they have proof of residency, and I paid for a warranty that was based around the millage of the vehicle of **** but miles on car was over *****. I was given an extremely high APR to finance with Toyota and when I asked to see the rates of other competitors I wasnt shown all. In addition to that, the windshield was cracked and Ive been receiving the run around about when it would be repaired. Im constantly promised one date and it changes. This whole deal has been a nightmare and it makes me second guess my decision of shopping here. The whole encounter seems to be based off of deceptive and fraudulent practices ! I felt rushed during the signing especially when I would stop to try to read the documents. ************************* rushed and butchered this deal and will not return any phone calls. I spoke to my salesman **** today 3/6/23 and he also agreed that hes had trouble with other customers complaining about the same thing with *****. He offered to have the general manager ***** call me within 30 mins ( Wouldve been around 8:45/9 am) Per usual I never received a call back. **** said that hopefully they could be able to work something out and keep me as a customer. I do not appreciate being avoided , lied to, taken advantage of, and put in the position to chase someone down to call me.

  Business response

  03/21/2023

  **************** and I have been communicating regularly regarding her recent purchase as we still are today. **************** was correct that the Odometer was incorrect and that was corrected ASAP and has nothing to do with the price of the car or the warranty she purchased as she mentioned. The price of the car she purchased was always the price listed on the Internet. **************** was in the ****************** and the payment was too high. Another desk manager went into the ****************** to speak with her and reduced the price enough for her to feel comfortable with the payment which she agreed and signed. The following is the response **************** received from me on March 7th regarding her complaint.

  If you have something from us in writing showing a different price than what you paid, I will be happy to look at it for you.
  Every used car on our lot has a Buyers Guide on the car at time of purchase and there is a copy in the deal itself. The only reason a Buyers Guide would be missing is if we took that car directly out of our ***************** and sold it to you. (This was the case actually)
  We are not required to verify insurance for customers. That is the customers responsibility.
  Your APR is higher than normal for two reasons; Federal interest rate hikes over the last two years have drastically increased short term interest rates and you opted to finance for 83 months. The longer one finances, the more rates increase.
  I did verify that your windshield has been ordered and the company we use will contact you personally and come to you for the install. 

  Her windshield install has been scheduled.

  All remaining issues have been corrected or are being scheduled currently. We will not do anything regarding her complaint about the pricing as she could not produce anything to me in writing or email and she had multiple opportunities within the ************** to ask more questions or not sign any of the paperwork if pricing was an issue.

  It is important to note that a family member of **************** purchased a car the exact same day with no complaints whatsoever and dealt with exactly the same people (salesman, finance manager, and sales manager)
  

   

  Customer response

  03/21/2023

   
  Complaint: 19579633
  
  I am rejecting this response because:
  I purchased vehicle based off the millage and price quoted. The vehicle I purchased was not listed online ( per sales rep ****** The price was agreed to verbally! Also, per the sales rep ****** This is not the first time this has happened! My contract shows one thing which and based off the millage alone and rude, manipulation, and fraudulent practices I no longer want the vehicle. The windshield, paint, and tint were already agreed upon to be serviced. You changing the odometer paperwork does what for me? At the end of the day my contract is still wrong. And, also my aunt who purchased a vehicle ( because of me- youre welcome) was with ***** and I the entire time and can attest to the price I was quoted and is a witness that a buyers guide was not in the vehicle! She can also attest that Im addition to it being on paper that I verbally asked ************************* in person during signing about the millage for a second time before I purchased. I was lied to in my face and on paper! ***** and crew are all working together on this and its sad!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went into Chuck Hutton Toyota on February 25 with a pre-approval letter from a major bank in hand. My understanding was that they were going to only seek approval from that bank. Instead, while I was out "test driving" their very used vehicles, my credit was being ran through every financer they had! I was only informed of my denial by the bank that had preapproved me AFTER my credit was run multiple times. I never signed a contract or agreement agreeing to this and now there are 7 unauthorized inquiries on my credit report. I was not given an option to seek financing elsewhere after my pre-approval was dismissed. It was done without my authorization and that is not fair nor legal.

  Business response

  03/24/2023

  ************ did come in with a Pre-Approval letter from a third party as she stated. Along with the pre-Approval letter, ************ signed a credit authorization form with us to further look into her credit to try and get her approved for financing. *********** would not finance the amount ************ was attempting to finance which led us to check other places. Even after letting her know we could not get her approved, she contacted her father to try and co-sign for her. Her credit along with her father's had to be submitted again in an effort to try and get her financed.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back on June 18th 2022, I traded my truck (which was paid off) in for a newer truck. All the paperwork was completed that day and I left with the new truck and all paperwork on it. The first drive out tag expired and I went to get my (***********) tag and was told they didn't have my registration. So... I called the dealership and got the run around on my registration which is still going on now. They try to tell it's the registration place holding everything up, but I live in *********** and they are waiting for the registration too. I've call twice a week since August 2022 and now the only person I can talk to is the receptionist which isn't any help at all. They say they will call me back, but never does. The sales man(who sold me the truck) want even call me back now. I've lost time and money dealing with company and I'm writing this to warn other people so they don't have to go though the same thing I have.

  Business response

  12/14/2022

  At this time, ******************** registration paperwork was sent to his state agency for titling and licensing. His paperwork should have never taken this long to get. This does not happen often, but as I told ****************, it does happen occasionally. The ***************** did not release the title to the truck he purchased until sometime in November. 

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Chuck Hutton Toyota **** Hutton Way, ********** I bought a Venza in 2015. I take my Venza for service every time the light comes on. Now, for years I have had Toyota Care that paid for all my services. The last (two) are the only services that I had to pay. Now on 8/19/2022, I went in for a service. I was told at 30K I should have had a brake fluid flush @ ******, 50K an EFI service was due @ ******, 60K a Trans Flush was due @ ******, coolant flush was due at 70K @ ******. The problem is why wasn't I told this at those intervals when I bought my car in for the service? Why was I told after Toyota Care stopped paying? Even if Toyota Care didn't cover it, I could have paid for it in smaller amounts and coyld afford that. Then they put on the Repair Order that the customer DECLINED repairs and mainltance. Well, customer can't afford it like that. I am retired and raising 2 grandkids. On top of that, I was late getting the oil change this time because I work off 1 check a month, after the oil change was dobne the sticker they put on my windshield for the next oill change milage has alread passed. I am very disappointed with the quality of service and some of their shortness. I have sent 2 friends to purchase cars from them, ***** and ************************* and ***********************. I am so upset that I am almost afraid to drive my car.Please address this for me and give me a why. Thanks so much for looking into this matter,

  Business response

  09/20/2022

  After reviewing ************** history she was offered 30k service at 34k mile she decline, the next service interval received do by the dealership was 3 years later.

*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. ↩