ComplaintsforTitus-Will Ford/Toyota

• Initial Complaint

  10/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a routine oil change and tire rotation at my mechanic and was told that the sensors, radio, heated seats and airbags are not working. I called the car warranty company *************** and they state none of this is covered. I paid for an extended warranty at the time of purchase but it appears like that does not cover anything. This car is also part of the fuel pump recall and no dealership has any details on the parts. For a car of this age and low mileage to have so many mechanical issues is unacceptable. It had a condenser and tire issue at the time of purchase that had to be replaced. 2018 ***** Accord EX-L Miles: ****** VIN: ***************** Current Payment: $609.04 Payoff (***********): $35,044.74 Dealership will not assist and neither will car warranty.

  Business response

  10/16/2024

   

   

  Titus-Will Director of ************* and Fixed Operations, **** ******* has been communicating with the customer by email and also ************ where the vehicle currently is located. The repair needed for the air bag concern 1 is related to an impact and was recommended they contact their vehicle insurance for possible coverage. Titus-Will in regards to any other concerns the vehicle may have would need to be diagnosed and recommendation of repair submitted to *************** for coverage. The other concern not diagnosed is a seat heater not working and a radio issue and we did suggest to ************ that they see if related to the impact issue that cause the the air bag concern and perhaps ************ would perform a courtesy to see if may be related. Customer did declined diagnosis on those 2 items with ************. Extended service plans require the customer to authorize inspection and if failure is covered, they will cover the diagnosis. If a non covered item than the diagnosis and repair would be a customer responsibility. 

  The vehicle was sold in 10/2022, **** ******* assisted the customer in December, 2022. **** ******* has assured the customer we are here to help and that she is personally involved with ************ and will stay engaged with ***************. While we understand the customer frustration, we have engaged the customer and repairing facility. Customer was communicated with by email and voice mail to *** ********. 

   

   

  
  

  Customer response

  10/16/2024

   
  Complaint: 22424936
  
  I am rejecting this response because:

  The warranty that I paid many thousands for is useless and covers nothing. I paid for two diagnostics. I will now pay the thousands out of my own pocket to fix the car issues that no one can discern the cause of. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They charged us to fix a problem with the brake lights that was under a recall. I have a copy of the bill but it in BMP.

  Business response

  03/19/2024

  The customer visited ****************** on 8/1//2023 and had the brake recall performed on their 2015 Mustang. Actually two recalls were performed on that same visit:

  1. 22S06 Camera wire repair

  2. 22S02 Brake pedal bumper added per **** (This was not an electronics issue).

  The customer did not incur any expense for either of these recalls.

  Then on 11/27/2023, the customer visited with two complaints - the brake light was staying on and the blinkers were malfunctioning. Both of these issues were fixed by replacing one BCMB module (an electronics issue).  This issue was unrelated to the repair/concern back in August.  The repair was not a recall nor was the vehicle still within the **** warranty period so the customer was given an estimate for the repairs.  The customer approved the repairs and they were completed. 

  Unfortunately, since the customer was in for two totally separate items regarding the brake, they feel that they were related, which they were not.  

  Customer response

  03/21/2024

   
  Complaint: 21450088
  
  I am rejecting this response because:

  this was the first the car was taken in for repair. We had to take it back a second time for the same issue.
  
  Sincerely,
  
  *************************

  Business response

  04/01/2024

  As you can see from the R.O.'s attached - the vehicle was in our service department twice.  ********** the brakes were listed but for completely different and unrelated repairs (as explained in our original response).

   

  Titus-Will Ford

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction was 8-11-23 On 8-11-23 i went to look at a used 2012 Audi TT premium plus model with 72, 302 miles on the odometer. This took place at titus will toyota located in **************************************************** ****** **********. I looked the vehicle over checked for signs of leaks worn belts broken parts etc.. also test drove the vehicle to make sure everything checked out ok and appeared ok. Titus will apparently has a 150 point inspection they perform on all their used cars according to their website. So i considered all of the above and decided to purchase this vehicle for the total price including all taxes and fees for 25, ******. I only was able to drive the vehicle for around 40 days before the transmission on the vehicle failed. The vehicle bucks and shakes and will not go into 2nd gear. I put less than ***** miles on this vehicle and it already suffered a major failure. I contacted titus will toyota on december 20th about the problem and having to pay a loan on a car i can not drive. They said they could only buy back the vehicle for ***** since it is not working and i would have to roll the negative equity into another high priced vehicle, that is simply unacceptable. I paid for a working a driving vehicle that supposedly was inspected to be a car worth ****** dollars. I either need the car fixed with a new transmission or buy the vehicle back for what i paid for it. I simply need a working car that i payed for.

  Business response

  01/08/2024

  We have contacted the customer and have the vehicle scheduled to come to our Lakewood store this week for diagnosis.

  We apologize for the inconvenience.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2019 Toyota Rav4 new from Titus Will. Just this weekend the hinge on the tailgate started ripping apart. This is not an isolated issue, the forums are full of Rav4 hinges ripping in this manner. Titus will acts like they know nothing about this an say there is nothing they can do. Purchased vehicle in Sept. 2019 , vehicle only has **** K miles on it. We paid 35K for this vehicle it should not be ripping itself apart in such a short amount of time and why will Titus will not stand behind the vehicle they are selling.

  Business response

  12/14/2023

  I understand the customer's frustration but unfortunately, this situation is not within our control.  *** product was made and warrantied by Toyota Motor Sales for 3 years and ****** miles. *** vehicle is outside of that warranty. 

  *** Service Manager, *********************** has been involved.  He notes that the customer does have an appointment with our service department for another issue on 12/20.  At that time, we will inspect the vehicle and take photos of the hatch and hinges and appeal to the Toyota Region to see if we can get the customer some help outside of the warranty time frame. 

  We apologize for the issues and will do whatever we can to get the customer some manufacturer assistance.  

   

  Titus-Will Toyota

  Customer response

  12/27/2023

  Complaint ********************* This complaint has not been resolved. No word from me because nothing has happened. Your preivous letter said to let you know when it had been resolved, so I did not take that as a response was required at that time. I took my vehicle after the Service Manager told me there would be a toyota rep there that day. There was no toyota rep and I did not see the servcie manager. The service writer said they looked at it and the will see what toyota says. Pervious to that I had paid for the parts to repair this myself and the service manager told me to wait and it toyota repairs I could return for a refund. Now my wife and I are in limbo on this vehicle, we can not use the lift gate because it gets worse with every opening and we are not hearing nothing from Titus Will Toyota or Toyota ***. So we are still waiting.

  Business response

  01/10/2024

  Even though the vehicle is out of manufacturer warranty, we managed to convince Toyota to warranty the repair.  We left a message for the customer to come in for an estimate so that we could submit it to Toyota to start the process.

  We apologize for the time it took to convince Toyota to pay for the repair.

   

  Titus-Will Toyota

   

   

   

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put in an order for a **** Maverick truck in 2022 with specific options at Titus Will Ford of ****** (Address: ****************************************************************). On NOV 12, 2023 I went and picked up the truck that I had built.The day after I noted one option missing then more and more options of four different things that weren't on the truck I had ordered and had built. When I contacted the dealership after some time passed, of a few days, they claimed the truck I was given was the exact specifications I had ordered. I found the original documents and they came up with a different one which fits what they gave me. It has my forged signature with a date in May of 2023 when I never went to that dealership. They are refusing to give me my approximate $40,000 back nor a truck that has the various options I ordered. What is missing from the truck I ordered are: Moonroof Back sliding glass window Key fob remote start on Vehicle Security System - With Integrated AntennaWi-Fi hotspot Issue that **** dealership cannot explain is a document with my forged signature on it.Forgery is considered a class C felony in the *******************. I have tried and tried numerous times to work with this business to resolve but with them coming up with documents with my signature forged on it seems unlike thus reaching out to your office.

  Business response

  12/11/2023

  ***************************** from our Executive Team has been in contact with ********** numerous times over the last week in regards to this issue.

  Unfortunately, when ************** order was transferred from a 2022 to a 2023 order, some items were left off of the order.  We have apologized to ********** for the incorrect order and the lack of response from the salesman and the sales managers when he brought it to their attention - there is no excuse for this!  This afternoon, **************** placed another order, a correct order, for a Maverick for ***********  

  We sincerely apologize for a list of mistakes that happened during this transaction, we should always do better than this and we plan to do better than this.

   

  Sincerely,

  Titus-Will Ford

  Customer response

  12/19/2023

  They say they have ordered another vehicle for me but have to wait and see if one comes in.

  Also, it doesn't explain the forged documents. Which I reported to the police and waiting to hear from them too.

  Please reopen and do NOT close this out until more from me. 

  No resolution so far... 

  Business response

  01/04/2024

  We responded to this complaint originally but the customer was not satisfied with the response. 

  We have a new **** **** Maverick on order for ***********  We are waiting on **** Motor Company to schedule and build the vehicle.  In the mean time, ********** is driving the 2023 **** Maverick.

  *****************************, one of our directors, has been involved in this process and has spoken to ********** on many occasions.

  The document that was signed was not a legal document nor a contract.  It was an internal document that we use to transfer the vehicle order from a 2022 to a 2023 model.  Regardless, no one should have put ************** name to the document and we have apologized to ********** for that.  We apologize again and have made sure that does not happen again in the future.

  We will continue to follow up with ********** when we have information on his new truck.

   

  Titus-Will Ford

  Customer response

  01/05/2024

  Nothing was explained about the forget document. 

  ***************************** did order another vehicle but let's wait to see if it comes in before closing this out. They said 3-6 months to get a new truck in. 

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used vehicle (2016 **** Fusion - 80k miles) in July 2023 through Titus-Will Ford. After a lengthy process (not all of which was above board), I drive the car home. After 8 days of having the vehicle in my possession (driving it on only 4 of those 8 days), I noticed a suspicious sound coming from the car's dash. I report this issue to the dealership and their financial manager tells me to wait 30 days so that the *** insurance policy can cover cost of fixing it. I told him I wasn't comfortable waiting, especially because this implied I would be held responsible for cost. I drive the car home when they say there's nothing they can do about it at that time. After another 2 weeks of driving the car and noticing this sound, the check engine light comes on. I contact the financial manager (who said I should contact him with any further issues) but he never answered my 4 calls, or returned any of my 3 voicemails. I emailed the saleswoman who did the initial sale with me and she told me to bring it into their service bay. I dropped it off a few days after we had that conversation, as instructed, gave my keys and left. This was on August 9, 2023. They have had the car and been working on it ever since. I haven't been told what's wrong with the car, what they're fixing, and I've been promised "it'll be done in a week" a few times now. My concern is that I'd like the option of renegotiating the deal for a car priced and sold to me at approx. 19k - which I was willing to take on even though it's not a "fair" price for the car, but I have concerns that the work they're doing could further shorten the car's "life expectancy." The car's worth now may have changed, but was also technically less than was communicated when purchased. But they haven't responded to any of my requests to have the documents of my deal/contract sent to me. I'm concerned I may have rights here that are being violated.

  Business response

  10/05/2023

  We apologize for the inconvenience that ************************ has dealt with over this situation.  Due to some miscommunication, the vehicle was sold before our service department could thoroughly inspect the vehicle after we took it into inventory.  The vehicle was in our service department for an extended length of time because we needed to replace the engine and the transmission.  The vehicle is now completed and ************************ was called yesterday to let her know that she could pick it up anytime she is ready.  Once again, we apologize for the inconvenience.

   

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Toyota Prius on June 29, 2023 at Titus Will Toyota and my vehicle did not have floor mats. The salesperson (*******) assured me that they would provide floor mats for me in the near future. The floor mats were also included in my contract. I sent a text message to ******* on August 14 and again on August 28. They did not respond to either of my messages. I also called the sales manager and left a voicemail, but they did not return my call. I would appreciate it if they mail me the floor mats or send me a check for $150 so I can purchase them.

  Business response

  09/19/2023

  We apologize for the lack of communication.  At noon today, ******* was calling the customer to apologize and let them know that the floor mats have been ordered.

  We will follow up to make sure that the customer gets his floor mats. This should have been handled better and we sincerely apologize for the inconvenience.

  Titus-Will Toyota

  Customer response

  09/19/2023

   
  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

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an alternator replaced, but it failed

  Business response

  09/12/2023

  ************** spoke with our ************ Manager ********************* this am.  The aftermarket alternator that we installed failed.  ************** had the alternator replaced at another shop, so we are reimbursing him for the parts and labor it cost him to have the alternator changed out at another store.  We apologize for the inconvenience. 

• Initial Complaint

  06/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I recently had the unfortunate experience of dealing with *************, and I must say it was nothing short of a nightmare. From the disgusting rental they provided to their attempts to conceal the damage they caused to my touch screen display, this dealership's behavior was completely unacceptable.First and foremost, let's talk about the rental car they provided me with. It was filthy, poorly maintained, and reeked of smoke. The interior was littered with crumbs, stains, and an overpowering odor that made me feel sick. It was clear that the car had not been properly cleaned or cared for before being handed over to me. How can a reputable dealership offer such a subpar rental experience to their customers?But that was just the beginning of my ordeal. When I returned my vehicle to *************, I noticed that my touch screen display was not functioning properly. I immediately brought this to the attention of the dealership, expecting them to take responsibility and rectify the situation. However, to my dismay, their representatives tried to downplay the issue and even went as far as attempting to conceal the damage.Instead of acknowledging their mistake and offering a solution, the staff at ************* seemed more interested in shifting the blame and avoiding accountability. Their lack of professionalism and integrity was appalling. It is disheartening to see a dealership resort to such deceptive tactics rather than taking responsibility for their actions.Furthermore, I must mention the lack of knowledge and honesty displayed by the representatives at ************ which is affiliated with *************. I sought their assistance in resolving a separate issue, but their representatives seemed clueless and uninformed. They provided conflicting information and failed to offer any viable solutions. It was clear that they lacked the necessary expertise and training to handle such situations.Overall, this company appears predatory in nature, and dishonest.

  Business response

  06/16/2023

  When **************** was given the loaner car at *************, our service manager had warned him that the vehicle had just been returned and we had not had time to inspect nor clean it.  But **************** was being verbally abusive to our employees and yelling in the service drive so she chose to let him take the loaner as he requested.  In regards to the repairs, due to many negative ****** reviews that **************** had placed on-line, our Director of ************* became involved and made sure that the repairs were made to ******************** satisfaction.

  Very recently, **************** showed up at our Titus-Will Ford store.  He was having issues with his sunroof.  He had tried to make the repairs himself to no avail.  ********************* on parts for the repair, **************** chose to post more negative reviews about our auto group.  Our Chief Operating Officer requested that **************** pick up his truck and find another auto group that suited him better since he seems dissatisfied with our auto group. He picked up his truck this morning without incident.

  Customer response

  06/16/2023

   
  Complaint: 20192123
  
  I am rejecting this response because:

  The Titus Will auto group has since black listed me after receiving my complaint and report from BBB. As outlined from the audio recording left by their ************* Director.  I have since taken my vehicle to another shop for repairs where I was quoted half the price of what the dealership quoted. As for the other incidents regarding their technicians breaking components of my vehicle, they were only willing to repair after a negative review was left. Further, these dealerships do not follow RCW *****.015 regarding estimated nor do they have the Customer Rights posted as per the statue under RCW *****. I stand behind my original complaint of predatory tactics and then subsequently bully tactics when a negative review or report is filed. 

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

• Initial Complaint

  04/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My brother, ************************, has *********** disease, and is unable to advocate for himself because of the disease, which is why I am filing a claim on his behalf.***** was trying to help the son of a friend, *********************, by co-signing for a used car which he bought from Titus Will Ford on 3/13/23. ***** put down a $6,952.00 down payment on a 2017 Toyota Prius for $28,799. On that date the ***** Blue Book price was $20,424. According to the paperwork, the APR at ******************* was ****%. bankrate.com shows that the rate for *****'s car loan could be from ****% - ****%, so even the APR ***** was contracted to pay was predatory. *****'s credit rating is over 800. The total cost of the purchase on credit, which included a $5,500 Platinum Wrap and a $775 windshield replacement contract, including the down payment was $53,930.68.As soon as *****'s family learned what happened, and since **** was unable to make the monthly payments for either the car payment or the insurance, our family encouraged ***** to return the car to Titus Will Ford. ***** and **** returned the car to the Titus Will dealership on 4/18/23. ***** had to pay an additional $6,315.83 when he returned the car.*****'s family's complaint is that Titus Will Ford took advantage of ***** and his diminished cognitive ability. It is a predatory practice to charge ***** a total of $13,267.83 for having the vehicle for 37 days ($6,952 down payment + $6,315.83 on 4/18/23 when ***** sold the car back to the dealer.) Titus Will Ford dealership took advantage of *********************, who is suffering from *********** disease and has diminished cognitive ability. If you examine the paperwork, you can see how shaky his signature is. On behalf of *****, *****'s family is seeking monetary damages from Titus Will Ford for their unfair and predatory practices during this transaction. *******************, one of *****'s sons-in-law, helped ***** return the car to Titus-Will Ford, and pleaded *****'s case to no avail.

  Business response

  05/09/2023

  Dear Sirs,
  We have reviewed the complaint made by **************************** Our Finance Director, *****************************, has left 2 messages for each of the three parties involved in the complaint:  *************************** (the sister),********************* (the co-signer) and **********************  None of the parties have responded.  We sent out certified letters to the two gentlemen involved in the car buying situation as well and are hoping for a response.  It is difficult to resolve the issue without the opportunity to discuss the matter with the parties involved.  Unfortunately, we can only share information about the purchase with ************** and **************** since there are privacy law.  We ask that ************** have her brother and/or **** reach out to ******** as soon as possible for resolution.
  
  Thank you,
  
  Titus-Will Ford
  ...

  Customer response

  05/09/2023

   
  Complaint: 19999365
  
  I am rejecting this response because ********************* is not in a position to respond without a family advocate involved.  I called ***************************** back today at 8:19 PM and told him that if there is to be a face-to-face meeting at the dealership, that ***** needs his family present to advocate on his behalf.  ******** agreed.  I asked ******** to text me some possible dates and times for a meeting at the dealership with *********************, *********************, and *****'s family members who can represent his best interests.  ******** agreed to text me dates and times for a future meeting to discuss this car sale and buyback.
  
  Sincerely,
  
  ***************************

*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. ↩