New Car Dealers
Toyota CarlsbadComplaints
Customer Complaints Summary
- 11 total complaints in the last 3 years.
- 8 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:05/13/2025
Type: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.
At my first service visit I did not want to give my contact info but I was told it was required for pick up and that they would not contact me for any other reason. Since then, I have received multiple calls to sell services that I do not use/need. I have asked at least 3 or 4 times for my number to be removed from their call list, every time being reassured that they will remove me. I'm still getting calls. This has been happening for a year.Business Response
Date: 05/14/2025
Good Afternoon:
I reached out to Mrs. ****** today directly to find out what sort of messages/ calls she is receiving as I show in our sales system incoming and outgoing calls in 2024, but nothing this year. If these calls are from Service I would need to look further into that. The other thing is these calls could be 3rd party warranty companies, not Toyota related. We just need to specifically know what calls she is receiving so we can address properly.
I left Mrs. ****** a message for her to call me back so I can help her with this concern.
Thank you!
Sincerely,
******* *********
Customer Relations Director
Initial Complaint
Date:02/15/2025
Type: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.
My seinna 2011 van was serviced recently Jan 10th 2025 . On February 14 th o was putting wind shield wiper fluid in my van and decided I better look at the coolant antifreeze. *** to my discovery. It was empty. This could have done damage to my vehicle or put me *** my belongings in danger! I will never do business again. Thanks ******* ******Business Response
Date: 02/18/2025
To Whom it may concern:
We have contacted this customer to invite her back for an inspection. We sincerely apologize for the oversight in topping off the coolant.
Mrs. ****** is a valued customer, and we truly appreciate the opportunity to restore her trust in our service.
Initial Complaint
Date:09/19/2024
Type: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.
Complaint Against Carlsbad Toyota: Misleading Financing and Unresolved Safety Recall In mid-June, I bought a Toyota Grand Highlander from Carlsbad Toyota as a gift for my elderly mother. Despite having a pre-approved loan from Navy ******************** at 4.99%, the dealership pressured me into Toyota financing at 7.99%, promising it was the best option with a $1,000 rebate. They also assured me I could switch back to my Navy Federal loan after three months. However, when I tried to follow their instructions, payments were rejected, and I am now facing financial strain.More concerning is the unresolved safety recall affecting the side airbags, which may not deploy if the windows are down during a crash. The dealership downplayed this issue at the time of purchase, claiming it would be resolved soon. However, just days after buying the car, all Highlanders, including the Grand Highlander, were pulled from dealership lots due to the recall. It has now been over three months, and the recall is still ************* a result, my mom avoids driving the car and limits its use to once a week at most, as we feel unsafe driving it regularly.Desired Resolution:I seek financial compensation for the misleading loan process, including extra interest and fees incurred. I also request a loaner vehicle or temporary replacement while the recall is resolved, or a permanent trade for a different model (e.g., Toyota Sequoia) without paying the full price difference. I also request a formal apology for the financial and emotional distress caused.Business Response
Date: 09/20/2024
We are truly sorry to hear about the concerns youve experienced with your purchase of a 2024 Toyota Grand Highlander in June.
Regarding the financing, we apologize for any confusion or miscommunication. When you purchased, you were wanting the $1000 rebate. As explained, the only way to do this would be to finance with Toyota Financial Services. Our suggestion was, if you wanted both, you have the option of refinancing with your own bank of choice at a later date. We would not be able to promise the rate with your bank would be the same as what they were offering at that time.
We also understand your concerns about the safety recall. Toyota is committed to providing safe and reliable vehicles to our customers. If you feel unsafe, we would be able to offer a rental at no charge until a fix is available.
Regarding your request to trade in your vehicle, we are open to discussing your options.However, a direct swap for a different model may not be feasible without a significant price difference.
If you would like to discuss any of these options further, please feel free to reach out to me directly at ************.Initial Complaint
Date:04/29/2024
Type: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 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
Date: 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 Answer
Date: 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
Date: 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
Date:01/18/2024
Type: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.
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
Date: 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
Date:12/13/2023
Type: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 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
Date: 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
Date:11/30/2023
Type: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 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
Date: 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
Date:10/27/2023
Type: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.
Unethical salesperson. I texted her about the deal. Told her I applied through financing. Stop texting, stopped taking my calls. UnethicalBusiness Response
Date: 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
Date:06/11/2023
Type: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.
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
Date:01/27/2023
Type: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.
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 tire
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