ComplaintsforDick Hannah Toyota

• Initial Complaint

  12/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We were supposed to only be charged for transferring plates but instead charged for new ones we are now owed over $600.00

  Business response

  01/03/2024

  January 3rd, 2024 
  BBB ID: ******** 
  Customer: ******************************;
  
  To Whom It May *********************** December 27th, 2023, we received notice from your office regarding a licensing fee error between our dealership, Dick Hannah Toyota, and *****************************. Prior to receiving the BBB complaint, **************** had left a ****** review stating his dissatisfaction for being overcharged for his licensing. At that time, *******************************, the Toyota store General Sales Manager, attempted to reach out to the customer to let him know that there had been a miscommunication between the sales representative and the management team and that we would be remedying the error.  

  Unfortunately, our team did not follow up with **************** in a timely enough manner to let him know that we were in the process of refunding the money directly to his lender and were only waiting for them to finalize the processing of his contract. Once we received the complaint from your office, we updated **************** with our progress and have since provided him with a tracking number for the payment sent to his lending institution.  

  Mr. ******* loan has been refunded the correct amount and both he and our dealership consider the matter resolved.  

  Should you have any further questions, please contact me directly. 

  
  *************************;
  General Manager 
  Dick Hannah Toyota 
  ************** 

  Business response

  01/03/2024

  January 3rd, 2024 
  BBB ID: ******** 
  Customer: ******************************;
  
  To Whom It May *********************** December 27th, 2023, we received notice from your office regarding a licensing fee error between our dealership, Dick Hannah Toyota, and *****************************. Prior to receiving the BBB complaint, **************** had left a ****** review stating his dissatisfaction for being overcharged for his licensing. At that time, *******************************, the Toyota store General Sales Manager, attempted to reach out to the customer to let him know that there had been a miscommunication between the sales representative and the management team and that we would be remedying the error.  

  Unfortunately, our team did not follow up with **************** in a timely enough manner to let him know that we were in the process of refunding the money directly to his lender and were only waiting for them to finalize the processing of his contract. Once we received the complaint from your office, we updated **************** with our progress and have since provided him with a tracking number for the payment sent to his lending institution.  

  Mr. ******* loan has been refunded the correct amount and both he and our dealership consider the matter resolved.  

  Should you have any further questions, please contact me directly. 

  
  *************************;
  General Manager 
  Dick Hannah Toyota 
  ************** 

• Initial Complaint

  02/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I **** ********,and my fiance **** **** came into Dick Hannah Toyota on 11-24-2021,we ordered a 2022 Toyota Highlander Hybrid(moondust exterior/harvest beige leather etc.) We were told a 500.00 deposit was needed. We were charged 500.00 to our visa,(deal no.*******), and told it would take 12-14weeks. We were not contacted at all by the dealer for 3months! I came in on 2-22-2022 to check status of our order and was basically told by salesman it was never ordered,and couldn't be got in this region. When I asked why they took my money,told me they would order and kept my money,didn't contact me,they had no response! Salesman **** ******* said he talked to finance manager would have a check for me in two days 2-24-2022. On 2-24-2022 I calle at 10;30am and 3;30 pm both times I was told they didn't have my money someone would get back to me! No one got back to me! I went to dealership again at 4pm was told by ****** ******* he would have a call to me or check by 2pm 2-25-2025! At this point they kept my money 3plus months on false pretense of vehicle order they admitted they never submitted, and I fear they are trying not to refund my 500.00! I want my money immediately and an apology from the Dick Hannah Toyota company!

  Business response

  03/02/2022

  *********** *******
  Engagement Consultant
  BBB
  ** *** ******
  Boise, ID 98714
  
  March 2nd, 2022
  
  RE:  Complaint ID ********, **** ********
  
  Mr. *******:
  
  Thank you for the opportunity to respond to Mr. ********’s complaint.  I spoke with Mr. ******** on 2/25/22 about his preference ordered hybrid Toyota Highlander and he explained to me his frustration with the time it has taken to get the vehicle and how the refund of his deposit was handled.
  I explained the preference process and that the unique nature of the vehicle he wanted was cause for the longer than normal time frame. He then expressed his frustration with the salesperson not conveying to him that the unique interior color would prolong the process. I apologized for our salesperson not communicating that to him at which point he told me there was nothing we could do to make this right and hung up on me. I have exhausted multiple options including reaching out to our Toyota rep to rectify this situation. 
  His refund was credited back onto the card that he initially used for the deposit on the day that he requested it. He then notified us that he had canceled that card after we processed the request.  We are unable to retrieve the refund credited back to his now cancelled card and he will have to receive his refund directly from the credit card company.
  Again, I apologize for any inconvenience and trouble we have caused Mr. ********.
  Regards,
  
  **** *****
  General Manager
  Dick Hannah Toyota
  
  
  

  Customer response

  03/09/2022

  **** ***** never called or spoke with me so this is another example of this business dishonest actions. I spoke with a Brandon M******* on 2-25-2022 approximately 4:45pm. Mr M******* did apologize several times that when they took my deposit and vehicle order,they had failed to explain the allocation system for dealerships! Apparently according to his explanation, allocations,didn't allow for actually receiving an order with my desired options from the Toyota factory! This region according to explanation I got,gets different configurations of vehicle and the best they could do was request a vehicle close to my wish list and get me one of those! When I asked salesman **** ******* why they took my options request and printed out my order and left me to believe I would be getting this vehicle in 12-14wks! Again,he couldn't explain why they misled me or why I heard nothing from them about my order for over 3 months! Brandon M******* said, sorry,he had no idea why they kept me waiting and kept my deposit!? The salesman,**** ******* admitted,they never even placed an order for me! This is blatant misrepresentation or fraud! The dealership asked me to place a specific order for what I wanted,then printed out a copy of my order which I still have,then took my money and for over 3 months never placed my order or contacted me at all about the order/****saction! So yes,I explained there is nothing they can do to give me back my 3months of wasted time or alleviate my disappointment! Management didn't even bother to apologize or take seriously my ordeal! Yes they did credit my cancelled visa,then reversed the credit on 2-22-2022,told me they could get me a check from corporate it would be 2 days? When again,2days later,after calling at 10a.m. and 3:30p.m. then coming to dealership,again to find no check! After they broke there word to me again,then they credited my visa,on 2-24-2022, according to my bank!

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