ComplaintsforParkway Toyota of Boston

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This dealership lied to me repeatedly when I bought out my lease on a Prius Prime XSE on May 3 and 13th, 2024. 1) Sales lied that they "use the same lenders as every other local dealer" (I'd shown them quotes of 5.34% loan from other dealers) - this was not true, according to finance; 2) they added $2,500 in vague fees to the buyout and removed when I challenged it; 3) salesman refused my repeated requests to speak to finance before initiating the buyout and said I had to sign paperwork first (see images); 4) salesman told me that finance would match the quote of $1,230 Id gotten from other dealers for the Toyota 10yr platinum warranty, but finance quoted me over $3,000 for that; and 5) the finance person lied and said best rate for me was with Toyota Financial at 9.1% (and said we dont work with credit unions) until I threatened to go to a local credit union and return with a check. He then suddenly found" a credit union with 6.49% rate. This was still higher than the 5.34% I'd been quoted by multiple other dealers; with the 6.49% rate, I pay $5,766.20 in interest over the loan's lifetime; with 5.34%, Id have paid $4,700.38. This has resulted in a higher cost to me of $1,065.82. I would not have patronized this dealer had I known this upfront, but they essentially trapped me there by promising me certain things without allowing me to speak to finance, and then initiating the buyout (which meant canceling the lease registration) and rendering me no longer able to drive the car legally unless I made a deal with them for the buyout. I lost two days of work due to the time and stress this caused me, which amounts to $1,210 in lost wages ($70/hr x 2 days x 8 hours). I am seeking compensation for the higher $1,065.82 cost due to the interest rate as well as $1,210 for my lost time. I already spoke with the manager who said I could text or call his cell phone anytime, but he has neglected to respond to the text I sent him seeking compensation for this experience.

  

  Business response

  05/31/2024

  Hello, 

  We spoke with the customer about her concerns. We agreed to a discount on the warranty and the customer agreed that she could refinance her contract at her leisure. The customer was supposed to let us know the next day if she wanted to move forward with the optional warranty at the agreed upon price. 

  2 days later, the customer informed us that she was not interested in buying the warranty, but rather she wanted the dealership to buy the warranty and give it to her free of charge. We can not accommodate that request. 

  We're disappointed that the customer isn't 100% satisfied but we already apologized and agreed to a resolution. 

  Customer response

  06/04/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This is untrue. I did not say I was happy with the solution of a discounted warranty, and I said I needed to think about it and would contact the manager again. I also did NOT say I was happy to refinance at my leisure; I am still upset that the predatory practices of this dealer led to my getting a higher interest rate than I had found elsewhere, and which the salesperson implied that I'd be able to get through them. I did follow up with the manager after two days via text (which he had invited me to do), and I never got any response from him whatsoever after that via text, email, or phone, so I didn't know they had rejected my request. Again, the amounts I calculated are the amount of money that this dealership cost me, and while they did apologize, the apology is pretty hollow considering they're not willing to compensate me for that lost money and time. I had already been promised by the salesperson that the dealer would match the warranty cost I'd been quoted from other dealers of $1,230; this was already supposed to be part of my package according to **** (salesman), so framing that as something being offered to me as a resolution to this complaint is disingenuous. I do not accept this reply and strongly emphasize that I am not just dissatisfied; I found this dealer to be predatory in their practices and this led directly to a loss of money to me which would have been more had I not advocated for myself that strongly.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Claire

   

   

  

  Business response

  06/11/2024

  Hello,

  It is unreasonable to ask the dealership to compensate a customer for their time (likewise it would be unreasonable for the dealership to request reimbursement for the same) and it is unreasonable to ask the dealership to purchase a warranty and give it away. We did agree to match the lowest quote offered which the customer declined. Giving a warranty away for free was not an option. We wish the customer the best, but the issue is closed. 

  Customer response

  06/12/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This is a wholly unsatisfactory response that fails to take responsibility even for the higher costs incurred by the predatory lending practices and lies on the part of the salesman to get me to do business there (detailed in my original complaint). Even if the dealer doesn't want to compensate me for my wasted time, they are failing to take responsibility for the direct actions of their employees that led to me incurring higher costs outside of time wasted. I have reported this to the MA ************************* as well and sincerely hope they can offer guidance to this dealer in becoming a more ethical business. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Claire

   

   

• Initial Complaint

  05/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In December of 2023, I bought a 2024 Toyota Tundra through ******************* from the Dealership. At the time of the purchase of new vehicle, the dealer did not provide the second mechanical key. Today on 5/18, I got the second key fob and was told the second mechanical key SHALL be given to me at the time of purchasing the vehicle. I was never given the second mechanical key. I called to the Dealer number of times and the sale employee ***** kept ignoring my call and did not provide any service at all. I would like to get my second mechanical key shipped to my address for this resolution to be resolved.

  

  Business response

  05/19/2024

  I spoke with the customer this morning and apologized for the poor communication on our part. We will be getting the customer the mechanical key that he is missing, free of charge. I will follow up with him tomorrow to verify everything and we will ship him the key as soon as possible. He agreed to resolve the feedback as soon as he receives the key. 

  Customer response

  05/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** ***************

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  November 20, 2023. I bought a car. Initially, I went to buy the car by myself but I could not apply for financing. So they pleaded with me to get a cosigner. I brought a cosigner in my friend. She is 81 years old and fully capable of handling her financial situation. they did not give me paperwork when I left the dealership. I had to come back to the dealership to fix my car tire because of a nail. I asked for paperwork at that time. Meanwhile, my friend who cosigned for me was getting a bill in the mail for the car. She got a small rebate check in the mail for the car and I was wondering why this was happening. And so I look on the paperwork and I find out that they listed her as the primary person for the car and put me as the buyer or cosigner. also, the signature is on the paper or our computer generated signatures, and they are not our signatures so when we did sign he, the finance manager did not tell us what we are signing. When we left, he did not tell us that she was going to be the primary person on the car. My cosigner was there and I was there, and the finance manager told us nothing of the sort. I believe that this is what constitutes deceptive, business practices; and I believe they should be held liable for it. how many people have they done this to and will do in the future. This is not honest, What I want to do is take the car back and get my down payment back. I want to know what I can do with the car if she is going to be the primary person on the car I do not want the car , she was supposed to be the cosigner and if Parkway Toyota is going to do this behind peoples back this is not fair at all. Its deceptive.

  

  Business response

  01/31/2024

  The consumer came to **, interested in purchasing a vehicle. Due to her poor credit, the bank recommended a co-buyer. The consumer came back with a "friend" and was fully aware of the details of the purchase. She was very happy until her co-buyer's son discovered that she had involved his Mother in this financial transaction. The co-buyer is an elderly patient of the consumer and there is alleged elder abuse. We cannot and will not be involved in this personal dispute with the consumer. We take this situation very seriously and the consumer is incredibly desperate. The only resolution would be to sell the vehicle back to the dealership and all involved parties would need to be present. 

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I financed a car from this dealership and put down $5000. I did not receive the car until 4 days after I signed the paperwork and then less than 48 hours later the check engine light came on and I brought the vehicle back to the dealership. The dealership has now had the car for a week and will not return my phone calls because they claim they are waiting for someone to be able to put a remote starter in which was originally agreed to be put in the vehicle prior to me picking it up the first time and driving it off the lot. The dealership will not provide documentation on what the check engine light was for. I requested a copy of all of my documents and the papers I signed regarding financing a week ago and was told that they would be emailed to me the following day. Now I am being told they have misplaced ALL of my paperwork I signed including financial documents, and they will look into it and get back to me. I bought the car and was given zero documentation upon leaving the dealership. The sales rep and the manager have been very uncooperative the entire process and I have been given wrong information several times.

  

  Business response

  01/19/2024

  ****** and I just spoke over the phone. ****** explained her frustrations and at this time we have resolved the immediate concerns. I asked ****** to please reach out to me directly on my cell phone *************) should there be anything that arises in the future that needs my attention. 

   

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife purchased a Toyota Rav4 July 27th. During the final sales agreement, they offered her an extended warranty, she misheard the amount and said yes. The sales agreement was drafted on the 26th, I reviewed the purchase and asked why we bought an extended warranty for ******** dollars. She said she didn't mean to. I emailed parkland toyota and they responded "The warranty that was purchased is a 10 year warranty. I beleive the finance manager broke it down by explaining it would cost $316 a year, which is also about $25 per month. So the actually cost is in fact $3,160. If you would like to cancel that is fine, we can fill out a cancelation form at delivery.Thanks,*** "The next day, my wife filled out a cancellation form, we brought the car home. I have received one check from Parkway toyota for **** for overpay on registration. I then called them multiple times over the course of a week trying to get the rest of my payment of ******** Aug 19th Was told I would be texted back - did not happen Aug 23rd Was told I would be texted back - did not happen Aug 25th Left 2 voice mails Was told I would be emailed back - did not happen I have been asking for proof of cancellation form and reimbursement for the extended warranty that was suppose to be cancelled. I have gotten nothing, they called my wife and left a voicemail saying it was cancelled and it should take a few weeks to "show up in your bank statement" which doesn't make any sense because they don't have our bank info. They also have refused to put anything in writing.I have never filed a complaint before, but I am at a loss as to my options and how to ****************.

  

  Business response

  09/22/2023

  Our normal procedure is to wait until we receive the funds from the warranty company after the cancellation is submitted. Due to the customer's concern, we issued a refund check prior to receiving the funds. We apologize for delays and/or gaps in communication and we will work to assure other customers don't feel the same way. My understanding is that the issue is resolved. Please let me know if this is not the case. Thank you. 

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 3rd I went to Parkway Toyota of Boston to have 2 items fixed and one item looked at. The 2 items to be fixed was my gauge cluster plastic sheild and also my floor mats that are not the correct style for the vehicle. Both of these fixes are outstanding from my purchase and sale. Also they were meant to be complete when I picked up my truck 3 weeks after the sale.The one item to be looked at was a sticky hill assist.The outcome from my 2nd visit on November 3rd was the gauge plastic was fixed, but they broke my driver's side vent when they took the plastic off to access the gauge cluster plastic.The floor mats they could not get correct and are unwilling to fix. The floor mats they gave me do not fit. It's part of the bill of sale and they told me I should put in leg work to find them if I want them so bad.When speaking to parkway toyota of boston they said my truck has no hill assist or start assist even after I showed them.The lead shop tech said I was stalling my truck when it was in neutral.They proved to be unable to as after 2 visits. My 2 issues I still have 2 issues. They fixed but broke something during a fix. The mats have never been right. Lastly they don't know the options on my truck or how a manual transmission works so I do not feel comfortable with these work. I will not be going back.I want Parkway Toyota of Boston to pay Falmouth Toyota to fix the vent they broke and to buy the correct floor mats that are part of my bill of sale.They said they did a multi point inspection but never gave me the documentation.Between the shop not knowing about my trucks options and them breaking my vent while never being able to find the correct floor mats, I urge people look elsewhere for service work.

  

  Business response

  11/14/2022

  Hello,

  We have reached out twice to resolve the issue. The Service Manager, *********************, left his personal cell number and hasn't heard back. My understanding is that we refunded the charge for the floor mats, but we will still try and assist. Please call us back and we are happy to help. 

  You can also call me directly at ************. 

  *************************, General Manager

  Customer response

  11/14/2022

  They never refunded anything and I don't know how they could as it was part of the purchase and sale. The value they had the new floor mats on was 1 *****. They said for convenience now I wonder if it was to play this game...

   

  Also they broke my vent cover while repairing the gauge cluster plastic. They never mentioned this. I will not go back to this shop.

   

  They need to pay Falmouth Toyota to do the work on the floor Mats and broken vent. 

   

  Then this will be complete. 

   

   

   

   

   

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business response

  11/15/2022

  Hello,

  We are still waiting to hear back. We just want to assist the customer, but if the customer isn't willing to communicate in order to resolve the issue, there's nothing we can do. We have tried repeatedly to resolve the concern and have made ourselves available. The vent did break while we were fixing the vehicle. We apologized and ordered the part. Now we are looking for an opportunity to fix it, but paying another dealership to fix it is unreasonable. 

  Again, please return our calls so that we can resolve both concerns. My personal cell is ************. 

   

  *****

  Customer response

  11/16/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   I will not contact you guys via phone there is no record kept.

   

  I do not have trust for your shop. 

   

  To repeat my previous response to you. 

   

  Get in contact with Falmouth Toyota and set up payment to have the work completed at that shop.

   

  I can not goi out of my way for a 3rd chance for you guys. 

  

  Business response

  11/25/2022

  We have offered to pay for the issue and I have given my personal cell phone number so that I can handle the situation with care. Instead of accepting this, the customer went on ****** and left a negative review. Unfortunately, they do not want to resolve the situation. They just want to cause harm. If the customer refuses to communicate, we simply cannot help. 

  Customer response

  11/28/2022

  They need to set up the repairs to be done at ******** Toyota.

   

  They are not responding to any of the messages I have left here at the BBB, which at this point is just coming off as strange. I will not communicate via phone as I do not trust the shop. 

   

  This BBB Communication will be our only place to communicate.

   

  I certainly do not wish to have to leave poor reviews Ect, but they have been completely unable to do the work any of the 2 times I let them try. They Broke part of my truck and did not own up to it immediately I had to call them on it once I noticed.  

   

  They put the wrong floor mats in my truck and are unwilling to make it right. I gave them 2 times to try. 

   

  They should just give the rest of the work over to Falmouth Toyota as I have said from the start. The service manager at this location was able to see all of the issues and was knowledgeable about my trucks start assist that this shop was unable to understand was a present option on the truck even when I took them for a test drive to see it. 

   

  I do not trust the workmanship of Parkway Toyota of Boston. 

   

• Initial Complaint

  09/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made an email inquiry regarding purchasing a car in midsummer, after receiving an email from them, I asked to not be emailed any more. I have continued to receive emails for two to three times a week for the past 2 months. Additionally I have used the unsubscribe option on the email multiple times to be taken off their email list, despite that I still continue receiving emails, again months after the first time I requested to be removed from list.

  

  Business response

  09/18/2022

  We apologize for the inconvenience. We checked the email records and never received a single email response. The system has now been updated and you will not receive these emails going forward.

*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. ↩