Complaints

This profile includes complaints for Earnhardt Toyota Scion's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Earnhardt Toyota Scion

  6136 E Auto Loop Ave Mesa, AZ 85206-4322

• 

  Earnhardt Toyota Scion

  PO Box 13130 Mesa, AZ 85216-3130

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:10/22/2024

  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.

  We had a deal to buy out our lease on our Toyota Camry on 8/31/2024, we signed papers with the finance manager and was told that it was good. Here it is 10/22/24 and our car company sent us paperwork saying they never received anything from Earnhardt for anything. So they charged us for months behind. The manager is ****. He stated they couldve communicated better

  Business Response

  Date: 10/29/2024

  Earnhardt Toyota appreciates being made aware of the Kellys concerns.  Earnhardt Toyota understand that, after speaking with the Kellys, the parties have reached an agreement to resolve this matter to the customers satisfaction.

• Initial Complaint

  Date:02/08/2024

  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.

  We purchased a truck from Earnhardt Dodge. It was a Toyota at that time they told us they could not sell it until they removed the cover on the back because it was recalled. They left the tracks for the cover as the recall indicated there were no replacement covers at that time. They specifically told us that Toyota would handle the replacement so we had to sign that they didnt owe us one saying it was part of the recall, and not an add-on. Now there are replacement covers the Dodge dealer did not take a notes on the recall, but told us once the covers are in we could have it put on. Since then weve had two more recalls. We contacted Earnhardt Toyota made an appointment. Talk to ******* verify the Vin number she failed to order the parts so they had our truck with no parts for an entire day the next day, ***** in the service department called me back and said the parts are back ordered so they had our truck a second day. We went to pick it up the end of the second day, ***** was already off of work and left. No notes about what work had been done or had not been done the service members there at the time said that no work had that done and the truck was not ready to be picked up. ***** told me he replaced the faulty battery under warranty. But there are no notes about that. So we still have three recalls one has a solution, and they wont honor the recall, or the solution because the Earnhardt Dodge did not leave notes about the replacement cover. They want us to pay for the cover that was recalled because they again failed to leave notes. When I brought this up to *************************, he was unwilling to order the part from Toyota that Toyota owes for their recall, without us paying for it. When its clearly an issue of notetaking as demonstrated by ***** again by ***** and again by ***** who quoted us two times the amount of what a replacement key is but again left no notes. Customers should not be punished for poor service skills.

  Business Response

  Date: 02/22/2024

  **************** is not entitled to a new Tonneau cover for the bed of her Toyota Tundra (the Vehicle) pursuant to the recall she references in her complaint.  As Earnhardt representatives have explained to ****************, the Vehicle was not originally equipped with the optional Tonneau  cover, nor was it so equipped when she purchased it.  The recall related to the Tonneau only applies to those Tundras that were originally equipped with the subject cover; thus, it does not apply to her Vehicle.  Earnhardt Toyota encourages **************** to contact them in the event it can be of assistance with any other matter in connection with her Vehicle.
  

• Initial Complaint

  Date:01/22/2024

  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.

  I purchased a brand new **** Toyota Sequoia from ********** because no one here in ******* would take my business. I went to 2 different dealers in ******* and 1 facility did not take my information, the other stated the car was TOO much of a vehicle for me and that I needed to look at something in my price range, in which they had no idea of my finances, nor did they bother to ask what my next move was in purchasing the vehicle, as I was going to pay in FULL for the car. I walked out and took my business to another Toyota in a different State, in which I called the ** in *********** and explained my situation and he was able to get me into a Sequoia within 2 weeks that I spoke. I drove to **, wired the entire MSRP price that was requested and brought my car home in *******. Once here, within 2 days the radio started to skip on Bluetooth and I took it in to the Toyota here in *******, ******* assisting me, *******, has been more than generous when helping me fix the vehicle. The first 2 times of dropping off my car they said they couldnt find nothing wrong, and the minute I left the Bluetooth acted up and I turned around so they could hear the problem. We scheduled another drop off (3rd time) and my car was disconnected and plugged back in and the problem was still there. I was instructed to pick up my car because "Toyota" told ******* there was nothing they could do to fix it and THEY ARE AWARE OF BLUETOOTH ISSUES and they "cant" fix it and "sorry". I cant use Applecar because it disconnets the **** for my kids, if I plug the phone into the **** the radio will work but my phone overheats due to the energy of the charger in the car so my phone overheats and has to be unplugged. I LOVE my car but I was sold a lemon by Toyota, and them knowing this is an issue, continues to sell this vehicle. I want my entire system replaced, or another Sequoia, if not I want my money back that I paid, along with the Registration $5,300 I BARELY paid for a car I am not driving.

  Business Response

  Date: 01/29/2024

  As per the complaint, Earnhardt Toyota did not sell the customer this vehicle, nor is it responsible for the manufacturing issue with the Bluetooth set forth in the complaint. However, also as noted in the complaint, Earnhardt Toyota is doing everything within its control to assist in resolving the issue.  Earnhardt Toyota continues to work with the *** to come up with a resolution to this issue. we do have to leave it in their hands to tell us how to proceed.

• Initial Complaint

  Date:10/04/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On Sept 22, 2023 I brought my 2018 Camry to Earnhardt Toyota due to a recall repair for the brake booster and fuel pump. Prior to bringing the car in, the vehicle started and drove fine, with the exception that the brake booster didnt seem to be working.The vehicle was brought to the dealership in the middle of the day. It was towed, since the brakes were not working efficiently. Upon arrival the tow truck driver asked ***** (service consultant) if he should drop the car, that it runs and they can park it. ***** asked him to maneuver around the parking lot and put the car down in a corner.It took several days for them to look at the car. They confirmed a recall repair was needed and would be covered by Toyota. The parts were ordered and finally completed near the end of the day today (Oct 3). ***** called and stated the recall work was done, but more items were broken and required to be fixed for the car to start.I called ***** back asking why the car wasnt starting and he claims it was delivered this way. That it had never was running. There is a conversation that took place, right outside of ****** office outside, if theres cameras, they likely pick up the part where the tow truck driver told ***** the car drives.On the morning on Sept 22, I have video proof of the car starting as I start the car, and pull it out of my driveway, and park it on the street for the tow truck to pick up and bring to the dealership to complete the repairs. The car was left in the dealerships care, in running condition, and now it doesnt. They lie about the condition the car was in and refuse to take responsibility for causing further damage to the car while covering a manufacturer recall repair. This is not a high mileage ***** year old vehicle, this is a current generation, highly reliable vehicle. They want me to pay for parts and labor or damage they caused, while doing a repair that was required to be done by the manufacturer.

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Good Day I have always changed my car oil and did my car services at this location. Last time I have changed my car oil the advisor assured me it was syntax oil and was told it will last ***** miles till my next oil change which is typical like every time. Yesterday I noticed my oil change light came on at **** miles which is half what is promised, I took my car back to the dealer. My advisor told my husband that we will have to change the oil, but ended up charging me with full oil syntax change and took advantage that my husband did not communicate a perfect English . I called to explain that it have been a mistake in the last time the oil was changed, and was met by the worst customer service a person can imagine, it seems like all you care about is money and not a valued customer problems. They did not even admit or apologized that they did a mistake for the past oil change. I would like a formal apology from the service manager as well as the oil change charge to be refunded. Thank you BBB for the taking the time to investigate my complaint. I wish you a wonderful evening

  Business Response

  Date: 10/05/2023

  This has been resolved to the customers satisfaction

  Customer Answer

  Date: 10/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Eizabil *****
  
   
  

  Customer Answer

  Date: 10/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Eizabil *****
  
   
  

  Customer Answer

  Date: 10/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Eizabil *****
  
   
  

• Initial Complaint

  Date:05/23/2023

  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.

  I bought a 2019 gmc acadia in November 2022 from this dealership with a 18 percent rate ** the way, and it came with a warranty from Toyota for coverage of everything basically. However the warranty company states I can take my car back to the dealership I bought it from. Which is this business. Or to a ************** store. I choose to bring it back here. This location told me I can't being my car back here because they don't service my vehicle brand. Yet they sold me the car and stated that all they would do if they took my car is take it to gmc. Which is the job they should do if I bought the car from them. They are refusing to abide by the contract that states I take it to the service dealership I purchased from. Whether or not they have to take it to ************** is part of their job to do. And they are refusing to do so. I am going to contact the warranty company and complain also and if that does not handle the issue I will go futher into state with complaints as well. I should be able to take the car wherever I would like anyway. I do understand the fact that ************** works on that specific brand and have the parts for the brand of car. If this business has to take my car to ************** that's what should be done. If I am supposed to take it back to purchasing dealership then I should be able to do so and they do their job. I spoke with the service manager ******* and the person in finance ****. They both denied me the service and option to bring it to them.I also am being ran around when it comes to getting a vehicle with my repairs being done from different places under this warranty.

  Business Response

  Date: 06/01/2023

  Upon learning of Ms. ****** BBB complaint, Earnhardt Toyota (ET) contacted ************** to discuss and attempt to resolve her issues.  Although ET denies having committed any wrongdoing or misconduct in this matter, ET has continued to work diligently with ************* to address her issues and get her vehicle fixed.  In fact, ************** is breaking her vehicle to ET on June 3 to get her vehicle repaired.  It is ETs understanding that at this time this matter has been resolved to her satisfaction.  Notwithstanding, we encourage ************** to contact ET directly if she has any questions or concerns.

• Initial Complaint

  Date:02/27/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 never expect good service from a Dealer due to their dated sales tactics, but these recent experience at Earnhardt Toyota has been by far one of the worse. The Dealer has not stopped calling me (about 5-6 times in the last two weeks) due to me not subscribing to Toyota connected services via the Toyota app. They make it seem like this is mandatory or I will be "charged" by Toyota. I do not want to sign up for these services and know this is completely optional. I've told them this over and over and they continue to call me. I told the representative that this constant harassment via phone calls makes me regret purchasing a Toyota vehicle and does not make me more likely to want to sign up for connected services. The employee then replied if I dont, his manager will then start calling me too because its "month end." I assume the dealership receives some sort of incentive from Toyota for this service, I get it...but this dated sales tactic of lying and pressuring customers is what is wrong with Dealerships today. Additionally, during the purchase of my vehicle, the finance manager forced me to buy a Security System Performance guarantee. when I declined, he told me he could not move forward with the purchase of the vehicle, and it was "required." He would not let me continue with the purchase so I ended up paying the $200 for what I know to be an optional service, just to finish my transaction and get out of there. Just a terrible experience altogether. I hope car manufacturers move quicker towards expanding more direct to consumer options, or other hassle-free options when purchasing their vehicles. this experience does not reflect well on the Toyota brand. I am not looking for any reimbursement, just need the calls to stop.

  Business Response

  Date: 03/13/2023

  Earnhardt Toyota (ET) is aware of Ms. ********* concern.  ET reached out to ******************** on or about March 1, 2023 to address the issue at hand.  ET reiterated to ********************, that Toyota Motor Sales encourages customers to enroll in the ********* Services but it is not required.  ET re-explained the benefits regarding the service and apologized for his enrollment. 
  

  Therefore, ET has promptly agreed to refund ******************** in the amount of $199 for the ********* Services.  In addition, ET has gestured to send ******************** a dinner gift card as well for the inconvenience.  
  

  ET denies any wrongdoing or that the dealership has violated any laws or regulations.   It is to ETs best knowledge, they have reached a resolution with the customer.
  
  *********************/Authorized Representative of the dealership

  Customer Answer

  Date: 03/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We purchased a used 2019 *** ***** from this ********** in 2021. Since then, the ** compressor gave out. We were told by 2 *** **********s that they suspect shortcuts were taken in the inspection process because there was noticiable damage to the radiator, and now our engine failed. I called January 16th 2023 to make sure we were still under warranty. I was told then that we were covered for ****** miles on top of the mileage on the odometer when we purchased the vehicle or 5 years, whichever came first. The car was at ****** miles the day we bought it and is now at ******. The *** ********** thats doing the repairs let us know that according to the paperwork, our extended warranty had expired at ****** which made no sense since thats the terms of the factory warranty. We were told initially that the car was still covered under the original factory warranty(up to ****** miles) and we had an option to purchase an extended warranty for an extra ****** miles for an extra cost which is what we agreed to. Now were being told that we misunderstood. We did not misunderstand. We were ripped off and deceived. There is no reason this engine should need to be replaced at ****** miles or that weve had as many issues as we have in the year and a half of having this vehicle.

  Business Response

  Date: 02/20/2023

  Earnhardt Toyota (ET) is aware of **************** concern. ET has since spoken and worked with ************** to address the issue at hand.  It is ETs understanding that this matter has been resolved to **************** satisfaction.  Earnhardt Toyota denies any violations of law or any other wrongdoing in this matter.
  

  *********************/Authorized Representative of the dealership

  Customer Answer

  Date: 02/20/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:09/23/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Earnhardt Toyota accepted my vehicle for routine services and maintenance on 9/13/2022 there was no suspension work to be completed, and Earnhardt Toyota made the vehicle available for pick up on 9/14/2022 at 5:50 pm (invoice #*******). Upon receipt of the vehicle, the rear suspension was not in working order and the vehicle was not safe to operate, I immediately notified Service Advisor *************** that my rear suspension was not operating correctly.*************** confirmed the rear suspension bottomed out and drove the vehicle back into the maintenance bay to have a technician inspect the issue. *** and I (passenger) drove the vehicle into the maintenance bay where Service technician **** (no last name provided) inspected the suspension to discover the driver-side airbag had been ripped. Service technician **** mentioned when certain airbag suspensions are extended during maintenance they rip citing 'wear and tear' however this would not have damaged the compressor. Both airbags and compressor were working when the vehicle was given to Toyota.After completing a full diagnostic exam, Service Advisor ********************* recommended that both rear airbags be replaced for $1,852, and the suspension air compressor must also be replaced for $2,468.05 or the vehicle would remain inoperable.The vehicles suspension was repaired on 9/21/2022 (invoice #*******).This complaint is for 1) causing damage to the rear suspension airbag, 2) not detecting the suspension failure during the post-maintenance test drive, and 3) not preventing compressor failure. The rear suspension ******************** were in working order prior to Toyota Maintenance working on the vehicle.Seeking $2,468.05 refund.

  Business Response

  Date: 10/03/2022

  Earnhardt Toyota has been made aware of Mr. ****** allegations that it negligently repaired his vehicle while it was in for maintenance and service.  Earnhardt Toyota has refunded ************** the entire amount he has requested (in the interests of customer goodwill and not as an admission of liability).  It is our understanding that this matter has been resolved to Mr. ****** satisfaction.  Earnhardt Toyota denies any violations of law or any other wrongdoing in this matter.
  

  *********************/Authorized Representative of the dealership

  Customer Answer

  Date: 10/03/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************