ComplaintsforCarlock Toyota of Tupelo

• Initial Complaint

  09/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Order parts from this company. One of the 5 parts ordered was the wrong part. I tried to contact via email multiple times without any response.

  Business response

  09/03/2024

  We are very sorry that you did not received the 2 items mention on the complaint.  We have reordered the 2 missing items and will ship them via Fedex Overnight as soon as they arrive.  I will send tracking as soon as shipping is created.  

  Customer response

  09/03/2024

  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. 

  Regards,

  ***** ******

   

• Initial Complaint

  11/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Car dealer lied and forced me to keep car without signing contract, only to have it taken because there was no contract. Leaving me without my trade in car, they sold before deal was agreed to. I got unsigned contract in mail and keys, with floor mats. As I was only driving car for couple days, until they found better financing, I eneded up getting financial paperwork in mail before the 4 days was up. And the dealer changed my income and employment information too. I never signed anything and never showed them any ID. The dealer came to my address leaving messages with neighbors to send him a picture of my ID. I did not because I wanted my car back. I told him that. He threatened me, and twisted my whole situation to suit him. I didnt get what I wanted for my trade in, he agreed to it in beginning. My payment was double what I agreed to, and they added all kinds of c*** to it, like tinted windows package it didn't have, black out kit it didn't have, full tank of gas it didn't get, detailed it didn't get, extra matinence package I never heard of. Car went from ****** to ******. And I wanted payment 90 days out, they started it within *********************************** and said it's a felony to keep a car from dealership that I haven't got contract on. It's theft. So I let him take it, and I got letter from finance company saying they are selling car. So I'm out all the way around. And salesman even bought insurance as me and had bill sent to me. I knew nothing of it. He even threatened me, I told his manager and he said he would not be in contact with me anymore, yet the same day he texted me more threats and told me if I didn't send him my ID he'd come get car, I said good bring me my old car when you do. He said he sold it already and said I was stuck with new car. He needed my ID. I did not ever send it, nor did I sign anything. I have my unsigned papers I got in mail. What do I do?

  Customer response

  11/22/2023

  Would you like me to send any pictures of unsigned contract they sent me in the mail? Or the bill I got during the couple day trial period? The dates they put everything through, I wasn't even at the dealership. 

  Business response

  11/27/2023

  Thank you for reaching out to us regarding your purchase in July of last year.  If you could send copies of the paperwork you received, that would be very helpful.  It contradicts the paperwork we have so I would really like to review what was given to you.  

• Initial Complaint

  01/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On June 6, 2022 I went to Carlock Toyota of Tupelo to trade in my 2018 Toyota Camry for a newer model Toyota Tacoma. Upon making the trade the I had been told that I would be paying Kelly Blue Book price of the Tacoma plus the $3,000.00 that had not been paid off on my Camry. It wasn’t until I went on January 5, 2023 that I was informed that Carlock Toyota had up charged me on my Tacoma by $18,000.00. This should not have happened because now I am beyond over priced on the vehicle and can not get rid of the vehicle.

  Business response

  01/06/2023

  We appreciate your business and your concern.  Unfortunately, the purchase of your vehicle 7 months ago, was made at the height of used vehicle values.  The market on used vehicles has plummeted, particularly in the past 2-3 months.  Obviously we don't control the market and we sympathize with your dilemma.  We take in trades all day and many that we have purchased are now worth thousands less than what we purchased them for.  If you would like for us to try to help you, I can have a sales manager reach out to you to see if there is anything we can do to help.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a vehicle from Carlock in November of 2021, only because my car died while I was in that town and I could not safely get home. The dealership did what all dealerships do, and they make it the most difficult thing to buy a car. I agreed to the extended warranty for 75,000 miles, but I wasn't given accurate information and still haven't gotten a true answer from them. In early January of 2022 I went to the dealership complaining about my brakes shaking, and all they did was balance the tires. I had to get my roters replaced at the end of January when we were out of town and didn't feel safe driving 5 hours back home. Then in June, I had to get the rotors resurfaced in Oxford because I didn't have time to make the 45 minute drive to the dealership while working a full time job and being a wife and mother of 2 small children. In July, I decided to take a vacation day to go over to Tupelo and have them check the brakes out because they were AGAIN shaking badly. They had me sit and wait there for 4 1/2 hours to tell me that there was a broken "sliding pin" that has been messing up the rotors and even the new ones. I had to argue with the service assistant manager because they wanted me to pay for the service that day, but I was refusing because this problem should have been fixed in January when I originally took it in complaining about the brakes. Instead, they just put a little band-aid on it, so that it'll keep messing up and I have to pay more money to fix it. So I left without paying, and the assistant manager said he would take care of the bill for today. Didn't say anything about future service issues. My husband took my car today because the brakes are already messing up again, and they told my husband that they will not deal with me or touch my car unless I pay in full, upfront. None of this would've happened if they had just fixed it the first time or even the second time. It's terrible customer service!!!! I'm so mad!

  Business response

  09/29/2022

  I am very sorry that Ms. ******** feels wronged regarding her brakes.  There was no documented complaint about her brakes shaking when she brought her car in on January 5th, 2022.  She said the steering was shaking, which is why we did the alignment.  The technician noted that the shaking was gone and there was no mention of a brake issue at that time from the technician or Ms. ********.  August 8, 2022 was the first mention of the brake issue, which we repaired.  The assistant manager never offered to take care of her bill, Ms. ******** simply refused to pay for the work.  Because of the obnoxious scene she caused in the service department, the manager allowed her to leave without paying.  Ms. ******** has had her vehicle serviced at other places and we would respectfully like to encourage her to continue having her vehicle serviced elsewhere.  

  Customer response

  09/29/2022

   

   Complaint: 18134439

  I am rejecting this response because: the information in the response is inaccurate  I complained on January 5th that something was wrong with my brakes, making the steering wheel shake when I would slow down on the brakes. I know the difference between tire problems and brakes. I also was not “obnoxious”, I was irritated that I had been there for 4 ½ hours with a 2 year old while they took their sweet time (even though I scheduled an appointment with them and took a day off from work to deal with this) to “look for the problem”. A problem that should have been found in January. I can’t control when a service guy fails to do his job correctly and takes the easy route. I even asked to speak with a manager and *****, the assistant manager, said no because “he was the assistant manager”. I’m still wondering why the actual manager did not come and assist with the situation. Instead, he told my husband I was obnoxious and was yelling, which I wasn’t because my 2 year old was taking a nap in her stroller. They can pull camera footage to see that. I, myself, am a manager and know when to escalate a situation. I also know that a customer is always correct. You do what you can to assist the customer so you don’t lose their business. I am extremely frustrated with the terrible service I’ve received from  Carlock Toyota, even before this last incident. 

  Regards,

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

  Business response

  10/03/2022

  While we sincerely appreciated Mrs. ********'s business, we recognize that some customers will not be happy, no matter our response.  I am sure that Mrs. ******** understands this as well, given that she is also in management.  So, as stated previously, we would like to respectfully request that Mrs. ******** have her vehicle serviced elsewhere.  

• Initial Complaint

  05/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  If I give no stars I definitely would! We ordered a 2022 4runner through them was given the complete run a round! We planned on trading our 2021 Honda Accord in & was given a price the day we went up there. We were told that it would be there on the 25th. Now that our car has more mileage on it they want to revaluate it because of the added mileage which is a daily driver so of course the mileage will go up on the car. They texted us today to finally let us know it was there & that's when we was told about having to revaluate the trade in because of added mileage on it. We put a $500.00 deposit down to hold the vehicle. We ended up going on a last minute trip so we won't be back until the original delivery date, we were told we had 24 hours to get the vehicle or we would lose the deposit & the vehicle. The salesman we was dealing with (******* ***** told us he couldn't do anything to help us out since we was not in town. He put another guy on the phone & he was super disrespectful & rude about the whole situation! THE WORST BUSINESS EVER! I DO NOT RECOMMEND GETTING A VEHICLE THROUGH THEM!!

  Business response

  06/04/2022

  We reached out to Mr. ********* to let him know we would hold the car until her returned from his vacation.  We have not heard from him since then and the vehicle he wanted to purchase is up for sale.  We would be happy to help with the purchase of a vehicle should he decide to come in.

• Initial Complaint

  04/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Company lied about shipping item. Item shipped out very late. Company refuses to respond to any emails or calls about the purchased item, while the company charged me and took my money. Item finally received and they sent me a damaged item instead of a new item. ** was contacted to file a fraud dispute. company still refuses to respond to email or calls in regards to getting my money back. THIS COMPANY IS A COMPLETE FRAUD.

  Business response

  04/01/2022

  We spoke to the customer on 3/30 and re-ordered his item.  The delay was on USPS.  We expect his new item to be shipped to him no later than Monday and we are sending him a return label to send the broken item back to us.

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