Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2025 Toyota RAV4 Hybrid on Feb 28 from Country Hills Toyota, and it was one of the worst car-buying experiences I've ever had. I dealt with ****** ***** and ****** ***, and unfortunately, things did not go as expected. Price Discrepancies: The price I was quoted ******** before tax including tax was ******** including 4 year warranty. When i went to pick it up was different from what we had originally discussed. Price showing up ******** before tax without 4 year warranty. Finance manager keep saying price matches after trade and actually told me that it matches. Subtotal increased by $1212.00. While ****** *** keep saying total price is $100 less. I am not sure how his brain works but it's clearly showing that price is different before tax Warranty Issues: I added a 4-year extended warranty (one additional year beyond the manufacturers 3-year warranty). I was told that purchasing this warranty would allow me to service the car at other Toyota dealerships. However, when I got home and reviewed the paperwork, it only showed a 3-year warranty with no extended coverage. ****** *** rushed me to sign the papers quickly, and I now regret not reading them more carefully. I have reached out to ****** ***** about this issue, but let me know that no warranty was added apparently I've declined while I asked ****** ***** to make sure warranty was added on the price. I know how important it is to add warranty ****** *** was extremely unprofessional and didnt seem interested in resolving my concerns. Resolution expecting:Purchae price adjust to ***** as per originally and refund difference i have paid for which is difference on cash after trade in, i should get $1272.60 Added 1 more year warranty on top of my 3 year warranty without any additional cost which it should been already added based on conversation

  Business Response

  Date: 03/03/2025

  Hello

  We are sorry for any misunderstanding; we will adjust the warranty to add the extra 1 year as requested. 

   

  Customer Answer

  Date: 05/03/2025

  Privacy breach: They shared my personal information, including my purchase agreement and phone number, with the owner of a Korean website(Cndream) to contact me and request that I remove my 1-star review. This is a serious privacy violation, and it seems the dealership did not realize the implications. I need answer to this. Korean website had wrong phone number on file and they have reached out to me by current phone number. I need answer to this
  

  Customer Answer

  Date: 05/03/2025

   
  Complaint: 23007876
  
  I am rejecting this response because:

  I would like to address the ongoing miscommunication between the Product Advisor and the Finance Manager. It is important to clarify that this is not a misunderstanding on my part.
  I spoke with General Manager, ***** ******, on Monday, March 3, 2025, at 3:13 PM MST. During our conversation, he assured me that he would investigate the issues I raised and get back to me the following morning. As of today, March 5, 2025, I have not received any follow-up from him.
  The specific concerns I would like clarification on are as follows:
  1)Warranty Extension: I was promised an additional year of warranty at no extra cost. However, I have not received any official documentation or confirmation regarding this.
  2))Price Discrepancy: There is a difference between the price I was initially promised and the amount I was charged. I need clarification on why this occurred.
  3)Privacy Breach: My phone number and a copy of my sales agreement were shared with the owner of ******* (a Korean website) to contact me and request that I remove a 1-star review I left. This is a serious concern regarding my privacy, and I need clarification on how this happened.
  Given the above, I am rejecting your offer until I receive satisfactory answers and resolution from ***** ****** regarding these issues.
  

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

  Business Response

  Date: 05/03/2025

  Hello,

  An apology and resolution has been reached.

   

   

• Initial Complaint

  Date:18/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nov 15th, left my truck to resolve issues with parking sensors, they texted and said that my "back bumper has been impacted causing sensors to fail. It will require bumper adjustment, wiring repair.. no new parts are required and the cost will be $1050.00 I told them to fix it, didn't argue about price, but i did ask them to explain - how my back bumper was impacted - since I was the only driver and my bumper was never impacted - there is no any proof for that. They said, cant explain - how - but it happened.. They promised to supply and give me some pictures before I drive my truck away ( they called me very last minute to take my truck and the truck was parked outside ), I did asked about pictures - they said that they did send email to me with those pictures - which never happened I tried to call back and text about pictures and their promise - but I was ignored ...I feel like I was handled un fair and ignored ( after they took my money ) and they ignored to give me proof for something that I paid for...

  Business Response

  Date: 18/11/2024

  Hello,

  Please have client contact me ***** ******* at ************ to discuss a resolution. 

   

• Initial Complaint

  Date:30/11/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I purchased a used vechile at ******** Toyota in ******* ** in June 2020, in February 2020 Toyota ****** issued a paint extended warranty regarding a paint problem at the factory. I was not notified of this problem when I purchased the vehicle. A year after having the vehicle paint started flaking in huge areas so I googled my ************ & found out that my year had paint problems which was brought to Toyota ******* attention in February 2020. I called ***************************** got it in last year to fix the areas where the paint came off. Fast forward to this year paint coming off on multiple areas again, so I bring to the original dealership 3 months ago & they say to me it was a one time fix & advice me to call Toyota ****** so I call them, they tell me to go back to Country Hills Toyota & discuss issue with them. 2 weeks ago I go to Country Hills Toyota & speak to a service employee I tell him about my situation & the fact that Toyota ****** is claiming its only a one time fix which I never got any paper work stating this are verbal communication. The service employee talks to his manager & tells me they will fix my ********* not a one time thing. They send me to South Pointe Toyota for an estimate last ***************************** call me & say Toyota ****** has turned down the repair, I asked them how much the repair was & they said $10000. So essentially I was sold a vehicle that had a factory paint problem which was never addressed at time of purchase, and the fact that my car has depreciated in a value of $10000 for something that was not my fault. The fact the employee 2 weeks ago said that they would fix ******** back tracking I find it to be malpractice, also the original sale I feel like I was mislead into a purchase. I dont think to many people would buy a vehicle knowing these problems that it had, and the fact that it needs $10000 worth of work for something that was out of my control. Hopefully I can get this resolved. Thank you

  Business Response

  Date: 11/12/2023

  Hello,

  I would like to speak with the complainant, if he can contact me directly i will investigate for him. As we are not the original dealership (*********) ownness will eventually fall on them too. I await the clients contact. 

• Initial Complaint

  Date:29/11/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a highlander from country hills Toyota in Aug. ever since the purchase I have had nothing but issues. In the sales agreement they agreed replace the missing Tono cover, new tires, and breaks as well as a new windshield and a few other things including installing command start which the sales guy assured me it had when I bought the vehicle. Also the drivers mirror was damaged at some point before I picked the vehicle up and I have been fighting with them ever since to get this matter dealt with. Unfortunately months later I still have a damaged mirror and a tire sensor that isnt working. I have tried dealing with the sales team and the manager to no avail. The biggest complaint I have is that my drivers side mirror is damaged. The mirror was not like that when I purchased the vehicle. I noticed it the day I brought it home. When I reported it to the manager they said they would have a look at it. After looking at it and trying the fix it they actually ended up damaging it more and now the mirror sensors do not work. ***** is a safety ******, again I reported this to the manager and he said the most they can pay for is half. Because they have done so much for me already . All they have done is what was originally agreed to and they act like they have bent over backwards to help me out. Witch they have not. I was also told someone will be in touch with me soon to fix the tire sensor. This was 3 weeks ago and nothing. Frankly I am sick of dealing with them and them treating me like I am in the wrong. I want my tire sensor fixed as the tires are brand new and I want the mirror fixed as that should have been done before I took the vehicle home. I dont want to take this further but I feel they are now avoiding me and I want these matters taking care of. Thanks

  Business Response

  Date: 11/12/2023

  Hello,

  Unfortunately, we do not agree on many comments our client has made. They purchased a pre-owned vehicle, and it was confirmed by our staff involved with the client that the mirror was not damaged at time of delivery. We offered 50/50 to replace it out of pure goodwill. We feel other items from the transaction have been fulfilled and we will contact her regarding TPMS sensor request if she wants. 

   

• Initial Complaint

  Date:17/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 30 2023 I signed to buy a used 2007 Toyota FJ Cruiser. The vehicle was priced at a premium given its age but I was ok with that given it was advertised as low kilometers and accident free. I Paid $24,126.31 total delivering the check and taking possession September 23rd 2023.*Not the significant difference between the signing and possession date is largely due to mechanical issues needing resolved before the vehicle was drivable A week after taking possession of the vehicle I brought it to a mechanic friends shop to do some minor work on it. He informed me that the vehicle has had the pillars of the vehicle sawn through and welded back together in a poor executed roof transplant.Alarmed at this I brought it to ************* in *******. October 3rd 2023. They were too busy to get it into the shop but the manager came outside with me to provide a opinion regardless. The gentleman there was baffled at what had been done and the low quality of the repair. He told me that more than likely major rust had started underneath a section of cracked bondo and that the side of the vehicle would be rotted out within a year. With the nature of how the repair was performed it was his theory that the vehicle had been in a rollover previously.With that I brought it back to the dealership the same day. They wanted to take it to they're own body shop who would inform then on the condition of the repair. Nine days later the salesman ********* got ahold of me and asked me to come down to discuss the Car. I told him I'd be there tomorrow. Upon arrival October 12 I was met by the manager who told me they took it to ******************** in ******* who found there was nothing wrong with the repair the vehicle was rust free and would be returned to me. I voiced my displeasure in the glaring contradiction between the two body shops. And for having been sold a vehicle with major undisclosed damage they weren't willing to be accountable for. There was zero attempt at resolution made by the manager. I was told to go to an agency if I didn't like they're determination.Prior to the sale the salesman was very bocky about me getting a pre-purchase inspection or giving me any sort of return guarantee based on any issues found when I could get my mechanic to look it over. For this reason I suspect they may have known of the damage ahead of time. Every professional I've spoken to thus far seems baffled that this would have not been noticed by the mechanics and not disclosed.

  Business Response

  Date: 19/10/2023

  Hello,

  Please allow me a few days to pull your file and review your concerns. I have been away for 2 weeks until today. I will contact you directly.

  Business Response

  Date: 06/11/2023

  Hello,

  We have discussed this before with our client. We cannot substantiate or concur with an aftermarket mechanic as the vehicle is safe and the damage in question not apparent.  

  Customer Answer

  Date: 06/11/2023

   
  Complaint: 20741344
  
  I am rejecting this response because:

  The fact that Country Hills itself wouldn't use it's own shop to certify the condition of the repair speaks volumes to they're confidence in it. Instead they hire a third party scapegoat to contradict and assume the risk of contradicting a trustworthy major body shop.

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

  Business Response

  Date: 06/11/2023

  Hello,

  We do use outside companies to support us from time to time if it is a specific item that they may be experts in. Also, is clarifies our confidence in the vehicle by doing so. 

   

• Initial Complaint

  Date:17/01/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I both a RAV4 hybrid 2022 in June, 9 2022 and the expectation to get the car was 6 months. However, I called them and they don't have any updated. The model 2022 that I bought isn't available anymore and the price that I was supposed to pay stated in the SO#****** will also increase. I already called a couple times to follow up, but it looks like there is not update on it. I feel like I shouldn't be paying more and also waiting more than the expected date.I used to love Toyota and also used to recommend the cars for all of my friends, but I am certainly disappointed with all that happened on this purchased.

  Business Response

  Date: 17/01/2023

  Hello, 

  Can you please have the client call me at ************ to discuss further as the inventory situation is extremely tight and it frustrates us as well. 

  Customer Answer

  Date: 18/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Since yesterday, I have tried to call 3 times and nobody answer.. Also, I leave a voice message.. Still waiting.
  

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

  Business Response

  Date: 02/02/2023

  Hello, We haven't been able to contact the client yet.

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

• Initial Complaint

  Date:25/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2021 Toyota Tacoma and received it on August 23, 2021.I paid $5000.00 down and $********* on the day of delivery for a total of $********.As part of the purchase, a Toyota Dash Camera was installed for $******+gst.The Dash Camera has never worked since day one and I have tried every avenue to resolve this issue. I have a detailed account of the situation with dates and names but don't have enough space here to give all the pertinent information. So there is a document that thoroughly details all the accounts regarding this. Needless to say, Toyota refuses to acknowledge the issue and I need help to get this faulty dash camera removed and refunded.

  Business Response

  Date: 25/08/2022

  Hello, we acknowledge this issue and have been working on it today. Please contact ****** our Service Manager to finalize.  

  
  

  Customer Answer

  Date: 30/08/2022

  
  Complaint: ********
  
  I am rejecting this response because: At this time their service manager has notified me that a cheque will be in the mail tomorrow. Once I receive the cheque I will consider the issue resolved.
  
  Sincerely,
  
  *****************************************

  Business Response

  Date: 22/09/2022

  We have refunded a total of $*** to the client from the dealership. What I meant by Toyota ****** paying is that this is normally warranty coverage but in this case Toyota ****** declined the warranty for  lack of clarity on usage issues,  but as PURE GOODWILL , the dealership refunded the purchase price of the accessory to the client when we did not have to.

  Customer Answer

  Date: 22/09/2022

  
  Complaint: ********
  
  I am rejecting this response because: I paid Country Hills Toyota $****** for the defective product not Toyota ****** and received a refund in the amount of $******. The claim that there is a lack of clarity is condescending and blatantly false as per the evidence I have submitted. I had plenty of patients waiting a year for Toyota to find a solution and even went as far as giving my Truck to the ******** dealership and working with them to find a solution. They could not. How much time and effort does Toyota expect their customers to wait to find a solution to a problem going back as far as 2019? I have supplied several screen shots of the complaints as well as a timeline of events and the Toyota staff that I have interactions with and you are ignoring them. I have gone as far as updating my phone, performing a factory reset, having the dealership re-flash the soft ware on the truck and dash camera, and leaving my vehicle with Toyota for 2 days and several service appointments to find a solution. It also does not help that the service manager at Country Hills Toyota ******, doesn't return calls or get back to you like he or his secretary *********************************** says he would. ( I have the text messages from ********* to prove it). It has now been over a year, so no, I have given Toyota plenty of time to find a solution. Now considering I purchased the camera from Country Hills Toyota and they received the funds in question, I fail to see how responsibility falls to Toyota ****** to complete the refund. Country Hills Toyota not only should have given a FULL refund immediately, they should had compensated me considering the time, fuel and effort I have spent dealing with this.  I still require $****** from Country Hills Toyota as they have NOT completed the refund in full.          
  
  Sincerely,
  
  *****************************************