Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/30/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
McDonough Toyota is advertising the following vehicle: 2024 Toyota 4Runner Limited VIN. ***************** as part of their available inventory. and was physically on the dealers lot on Thursday May 23rd. We made a cash offer via the Internet on the 25th, and scheduled a test drive for the 31st. On 29 May, the dealer informed us that the vehicles is not for sale, was never for sale, as it was sold before it even arrived. The dealer also informed us that "First we cannot keep our inventory from displaying on our website. Secondly, if we could remove them people would think we don't have any vehicles and would not contact us." This has also happened at several other dealerships. This appears to be a classic case of "bait and switch".
Business response
05/30/2024
I apologize for any confusion, but Toyota requires us to keep vehicles on the website until they are delivered. Please believe me this is not our first complaint. I will forward this to Toyota to reconsider. There should be others out there that we could locate if you have time. We also just traded in a 2024 4-Runner Pro back in with 1100 miles on it, but it won't last long.SincerelySteve McDonoughCustomer response
05/30/2024
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Per the Internet Manager, ***** *****, it is McDonough's business model to leave sold vehicles on the website because it encourages customers to contact your dealership "if we could remove them people would think we don't have any vehicles and would not contact us". Those are his exact words. You are authorized to place prices, incentives, discounts, and stock numbers on the web page, I find it hard to believe that you couldn't add a "Sale Pending" to sold vehicles, unless that is, your goal is to have customers contact you about vehicles they cannot purchase. Regards, ******* *****Business response
05/31/2024
We apologize for the confusion, at this point we are looking to see if we can add a call for availability on our website. In the interim, please feel free to contact Toyota at ************ Toyota requires us to keep sold vehicles on the website until they are delivered.Initial Complaint
09/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
2014 Toyota Highlander-on 9/1/23 we were driving to **********, ** w/ a car full of items we needed to drop off for my daug that attends ** ****. While on I-64 in the Waynesboro, VA area my dash lights came on my car w/a warning light "Transmission Fluid Hot", car engine light came on,car bounced around,had hard time to accelerate or go into gear.I drove 30mph in a 70mph zone to get to the closest car shop,********** ******; however it was 4:30/5:00pm on Fri holiday weekend.The car shop we stopped at advised a Toyota Dealership down the road in Staunton, VA,have car towed there. ****** was approximately 2 blocks from shop so we drove 10mph the 2 blocks to get car to parking lot so it could be towed-towed via *** to McDonough Toyota. We called McDonough;said due to the holiday weekend wouldn't see car til Tues,9/5.We called McD Toy on 9/5 spoke to Svc Tech ********* ****** who said they would "try" to see the car asap. We advised we lived 200+ miles away,this is an emergency so we need to have the car repaired or moved somewhere as we live 3.5 hrs away.The car was handled 9/5; I spoke w/********* who advised we were low on transmission fluid,they filled up the fluid then drove the car w/no issues or codes registering. ********* said there didn't appear to be any damage to the transmission since we stopped the vehicle towed it. She recommended transmission flush to clear out old &any debris-I approved that.Call from ********* on 9/6 saying flush done, drove car and no codes.Asked her to please check car on 9/7 and 9/8 for any leaks;I would pay for them to drive the car on the hills of Waynesboro to avoid the issue again.She said they would.Picked car up on 9/8 on the way to ** again,Car failed with same codes + more codes.Called McD Toy told me too far way to try to take to ***** Toy in **********. ***** says internal transmission damage-needs to be replaced $8500+ to replace.Should have not left McD Toy;shop should have caught issue.McD Toy would of if they drove carBusiness response
09/13/2023
I just got off the phone with Mrs. *******. As she stated the transmission light was warning hot. It appears they continued to drive the car another 15 miles to Staunton. The repair order states that we did pull multiple codes for the transmission so we drained and refilled the trans fluid and found it was low so we corrected the level, cleared all codes and test drove w/o any lights coming back on. Then we released the car She did tell our team the radiator was previously replaced but no idea it that overheated the transmission.The original customer concern was: That the car from stop doesn't go into gear but when it does it will bang. The BBB complaint is similar stating the car was bouncing around, had a hard time accelerating or going into gear. A flush might buy you a little time, but it is not going to fix a failing transmission.obviously, the transmission must have been failing. We could have driven it to ******* to test drive but the same outcome would have occurred. I have no problem good willing our repairs but feel we have no responsibility for her ****** cars as that was her only option no matter when the transmission failed.I did give her our opinion that the car is worth around $14K fixed and $5K as-is. I also offered to see if I could get a wholesaler to buy the car in ******* and avoid towing it back home to fix or try to trade as-is. These are wholesale figures.Sincerely, Steve McDonough
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.