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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/29/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I wanted to sell my Jeep Wrangler for money so I completed a form at KBB.com (***** Blue Book) who referred me to Toyota Carlsbad ******************** They offered me $7200 for the Jeep and also offered to **** me another car. I did not need another car, I just needed the money, but was willing to entertain trading in for another car "IF" I could get $2500 cash back. This was understood and agreed to by used-car salesman *************************************.This was also understood and agreed to by used-car finance manager *** "UN-Lucky" *****.This was also noted in-writing on the purchase agreement. Toyota Carlsbad never paid me the $2500 though, despite many requests. They kept telling me the check was in the mail, when it had not even been sent. This is a breach of contract and I am demanding the cancellation of the breached contract, the payment of all my money owned for my Jeep ($7200) and for the dealer to accept return of their vehicle, a 2022 Toyota Corolla. Toyota Carlsbad's breach of contract has caused financial harm as their failure to perform their part of the agreement has resulted in late fees, impaired credit score, late rent, unnecessary wear and tear to my vehicle.Business response
05/13/2024
To Whom It May ************************ deal had to be funded through his bank prior to any funds being released. When check was cut and released it was mailed out. Customer preferred to pick it up and needed the check quickly. Dealer cancelled the check and cut another check. Customer picked up the $2500 check. For the delay and for customer satisfaction purposes, dealer offered customer an additional $500. Customer accepted. Customer Relations manager is waiting for the check from the business office and will contact customer for pick up.
Customer response
05/15/2024
The company has misrepresented the events and they have no documentation to support their claims. Toyota Carlsbad simply failed/refused to make due payment per their own contract, but thanks in-part to pressure from the BBB, they did finally make due payment, though almost a month late, and also added a refund check for an additional $500 as settlement for their actions, in lieu of complete contract cancellation and vehicle return as would have been the next step. This was not a misunderstanding, but simply a bad act by the company. While the incident has been resolved, Toyota Carlsbad has been dishonest with the BBB in their accounting of the situation.
Situation resolved, but the complaint stands.
Business response
06/05/2024
To Whom It May ****************************** have previously responded to this concern. We understand customer has responded and believes the ******************** complaint is what sparked the resolution, however, that is not the case. Toyota Carlsbad always looks to do the right thing and/or find a resolution to preserve valued relationships with our customers.
Sincerely,
*********************************
Initial Complaint
02/16/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Since the purchase of my vehicle, stalkers have been able to hack into the Toyota Camry to surveille, harass, and intimidate. There is a major concern with invasion of privacy and civil rights with ownership of this vehicle. Also, hackers have violated some of the control functions to the vehicle.Business response
02/19/2024
To Whom It May ******************************* apologies for the late response. Messaging was being blocked by our firewall, but we have rectified that.
I am not familiar with a hacker concern with Toyota Camrys. This is possibly a Toyota Motors issue to address, however, I am glad to look into any specifics that can be provided.
Please feel free to reach out to me direct.
Sincerely,
*********************************
Customer Relations Manager
**********************
Customer response
02/28/2024
Anytime I turn on my vehicle, there ars at least two hackers, usually a Hispanic man and woman, surveilling, coercing and even trying to control some of the vehicle functions.Business response
02/29/2024
I am not clear on where this is occurring or who these folks are the customer is stating is stalking her.
Please have the customer reach out to me direct to give more information.
Thank you!
Sincerely,
*********************************
Initial Complaint
01/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
they gave me a report of car fax omn another vehicle they sold me packages that still iv paid on services under warranty and have not been able to use to them not transferring properly was not even able to locate vehicle with purchasing kar bit auto Sercurity from them and and much more they close all my complaints and take no responsibility on a certified vehicleBusiness response
06/12/2024
- The Carfax was correct. The Carfax in the deal showing 2020 Toyota 4Runner SR5/VEN/LTD/TRD- was printed in 2022. Since then, Carfax decoding system has gotten better and they are able to provide more data.
- Carfax mileage showing over ******, but you state you are at 61,000. This is an estimate made by ******. Any concerns with Carfax you would need to reach out to them.
- There was not a locating system purchased when vehicle was purchased.
- General Manager and Customer Relations Manager have spoken with customer several times.
- Customers vehicle has been in an accident and customer is not currently driving it
Initial Complaint
12/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a used vehicle on 09/22/2023. I paid $10,430.42. Both the car salesperson, *******************, and finance manager, *****************, assured me my purchase included 1 year of free oil changes. I asked if I had to pay extra or purchase any add-ons to take advantage of this, I was told no. I noticed my purchase contract made no mention of this and when I brought it up I was told not to worry about it. They gave me their word and said it would be honored. I recently tried making an appointment for an oil change with the service department and was informed that because I did not purchase their extended service plan, they cannot help me. I informed them of what I was told and all they said was they never heard of ***********, but that they would look into it and get back to me. It has been 3 weeks, I keep calling back, but every time nobody knows what Im talking about. It seems like since they have already made the sell, and Im stuck with the car now, nobody is interested in helping me. It is clear I am not going to get anywhere with them. I simply want the deal that was promised to me to be honored. Additionally, I have a witness who can attest to my version of events. The reason I mention this is because every time I call, they tell me, I dont see that in the system.Business response
06/18/2024
We are disappointed to hear about this experience and I am glad to help. If you still have questions regarding the oil changes, please reach out to me direct.
*********************************
************Initial Complaint
11/30/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have been taking my truck to the Carlsbad Toyota ****************** since purchase and today, 6 months since my last oil change, I received a text detailing my multi point inspection with long list of items to fix totaling over $10K. My truck is a 2017 Tundra with under 50K miles and taken good care of. I have attacked a few pictures with the details of what I received. It is amazing that all of this items listed had never been recommended or identified in any of my prior visits.If you would like to escalate further, I would be more than happy to assist in the investigation as I feel the company is not properly diagnosing the problems and ripping people off. I am open to taking my truck to an independent 3rd party to confirm/debunk the Toyota assessment if you would like to pursue the claim.Business response
06/18/2024
We do provide photos when we make a recommendation to show the customer what we see. We are always glad to take another look with the customer if there is a concern/question about the photos or recommendations.
Below are the recommendations and customer has provided the photos.
|
| 1. cabin filter dirty |
| 2. fuel induction service carbon in throttle |
| 3. radiator hoses and clamps due to seep |
| 4. timing cover re-seal due to oil leak |
| 5. front shocks need replacementInitial Complaint
10/27/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
Unethical salesperson. I texted her about the deal. Told her I applied through financing. Stop texting, stopped taking my calls. UnethicalBusiness response
06/18/2024
Customer wanted to pay $35,000 for new Rav4 HYBRID. The best pricing we could do was $36,377. He was not happy with that. See below text messages.
Inbound Text MessageReceived from: **************
Received by: *************************
Calling Toyota HQ next.
10/27/2023 3:22 PM
Inbound Text Message
Received from: **************
Received by: *************************
Done deal. Just posted on Yelp and complained about you on Yelp and BBB.
10/27/2023 3:06 PM
Inbound Text Message
Received from: **************
Received by: *************************
Can you show some professionalism? I'll go on Yelp and drag you I guess. As well as the BbB
10/27/2023 1:59 PM
Inbound Text Message
Received from: **************
Received by: *************************
I'm ready.
10/27/2023 1:59 PM
Inbound Text Message
Received from: **************
Received by: *************************
Interest rates are high. I just submitted my info for pre approval financing.
10/27/2023 1:58 PM
Inbound Text Message
Received from: **************
Received by: *************************
I'm not asking for much more off.
10/27/2023 1:58 PM
Outbound Text Message
Sent to: **************
Sent by: *************************
$36,377 is best we can do. We are offering the cheapest price for this rav4 in the market in the area
10/27/2023 1:57 PM
Inbound Text Message
Received from: **************
Received by: *************************
It sounds like you do not want my business
10/27/2023 12:55 PM
Inbound Text Message
Received from: **************
Received by: *************************
I just submitted for pre approval financing
10/27/2023 12:47 PM
Inbound Text Message
Received from: **************
Received by: *************************
I just submitted for pre approval financing
10/27/2023 12:37 PM
Inbound Text Message
Received from: **************
Received by: *************************
We are very close
10/27/2023 12:35 PM
Inbound Text Message
Received from: **************
Received by: *************************
Can you get to 35 please
10/27/2023 12:23 PM
Outbound Text Message
Sent to: **************
Sent by: *************************
Yes the price would be $36,377 OTD
10/27/2023 12:20 PM
Inbound Text Message
Received from: **************
Received by: *************************
So the price would be 36375?
10/27/2023 12:19 PM
Outbound Text Message
Sent to: **************
Sent by: *************************
$1,375 as a down payment
10/27/2023 12:19 PM
Outbound Text Message
Sent to: **************
Sent by: *************************
We can work with you and get to the 35K OTD with $1,375 down
10/27/2023 12:03 PM
Inbound Text Message
Received from: **************
Received by: *************************
Serious buyer here
10/27/2023 11:49 AM
Inbound Text Message
Received from: **************
Received by: *************************
Sorry my phone dropped. Really bad area. 35k OTD is what I need. Interest rates are high.
Initial Complaint
06/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
DO NOT TAKE YOUR PRIUS THERE!!!!!!!!Early this month, I took my Prius to Toyota for my 150k miles service. My car had NO PROBLEM AT ALL. I only took it because I'm always on top of it, and wanted to make sure it was serviced with 150k miles. I did the same thing for 100k miles etc.As always, they suggested a few maintenance replacements, like cooling fluids, filters etc. I left after paying $1500. Ok, so far, normal maintenance cost. After that, ONE week later, my car started making a weird noise. Because I had JUST taken it to service, I took my car back to Toyota immediately. First, they wanted to charge me $501 only for the diagnosis, even one WEEK after I took my car there.After the diagnosis, ** told that my car has a problem and to have it fixed, it was going to cost me a MINIMUM of $5,000 (5 thousands dollars), when my car is worth $7,000.1- What a coincidence that my car never had any problem in 10 years, 2 days after a service at Toyota, it has such a big problem like that.2- How come they did not see that ONE WEEK PRIOR? Isn't that why we take our car there in the first place?Of course, they tell me it is just a coincidence, and that they have nothing to do with that. Making a long story short. I decided to have a second and a third opinion. I take my car out of there, have it towed to 2 other mechanics shops in *********. Both of these mechanics told me that the problem was with something that Toyota had to inspect, by PROTOCOL at my cars 100k miles service. I took my car to Toyota at least 3 times after that and they said NOTHING!Now, I literally had to REPLACE my entire engine and pay an extra $4,000.To be clear that I'm not accusing anyone here, but again, think with me:1- What a coincidence that my car never had any problem in 10 years, 2 days after a service at Toyota, it has such a big problem like that.2- How come they did not see that ONE WEEK PRIOR? Isn't that why we take our car there in the first place?Initial Complaint
01/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I bought a Tundra Truck 2019 with extra warranty I have a right front wheel problem The tire keeps wearing out on the outside the rest of the tires are fine They recommend an Aligment in 10/21 I got one in 11/21 I went to an alignment shop they specialize in alignments I was told I did not need one at the time I was under the original warranty. The shop brought it to my attention that my tires were not rotated properly. I called Carlsbad dealership and told them. They asked to take it back I did they asked me to park in front of the office they looked around and showed them they said there is nothing wrong with it I asked for a manager. He came and looked around he also said there is nothing wrong with it. (I found out later he wasnt a manager by one of the staff members)left not satisfied. I continue going through my services until 7/22 I went to ********* dealership to get an alignment because by then the tire was getting to low on the tread they did an alignment and I had to buy a brand new tire. I took my truck back to ********* 12/22 to complain that the tire is wearing out like the other one they said I had to pay for another alignment I mentioned to them that it will be the 3rd alignment in 1 year I refuse to pay and remind them. That last time I was there it was for the same problem and they promised they will take care of it. well they insisted that I had to pay for another alignment. I refused and left. I been calling the corporate office many times that now they refuse to listen they put me on hold after I give them my information and phone number after that they put me on hold and they hang up. They dont call back. I took my truck to for a diagnostic test to an alignment shop they found that the bushing and the steering has a problem thats what is causing my tire to wear out in the outside I took the truck back to the dealership the videos the shop forwarded me and show them the problem and they said is normal. Now I have to buy another tireInitial Complaint
08/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a car from Toyota Carlsbad exactly 3 weeks ago WEEKS!! And my ac went out today. I called to see if I was able to bring it in and they said I had to wait until Monday. It's summer and around 80 degrees everyday so I was not going to wait that long with no ac in my car. I took my car in and they told me a rock had somehow gotten into my car ac compressor and that the $2500+ 7 year warranty that I paid for wouldn't cover the cost so I'd have to pay $2000+ out of pocket. I literally just purchased this car 3 weeks ago. I shouldn't have to pay anything for something that was their obvious error because they can't seem to figure out how to keep rocks out of an ac compressor. I will make it known to everyone I know not to purchase from this disgusting dealership. They do not care about the quality of their cars nor do they care about their customers. I did not pay thousands of dollars for a new car for it to already have problems 3 weeks into owning it. This is BS. STAY AWAY PLEASE!!!!Business response
08/23/2022
Hi ******:
Again. This is a very unfortunate situation. Toyota Carlsbad did reach out to Toyota Motor Sales on your behalf requesting assistance, but that was declined due to this concern being outside influence. As I mentioned yesterday, Toyota Carlsbad is glad to offer you internal pricing of $1450 to repair the concern. Another option would be to reach out to your insurance company to see how they can help.
If you have any further questions, please feel free to reach out to me direct.
*********************************
Customer Relations Manager
Toyota Carlsbad
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