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:01/14/2025

  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.

  When I purchased my 2024 Toyota Corolla Cross Hybrid on 7/6/24 I opted for the fusion security system. The system was never installed at the time of purchase and advised the finance manager that I no longer wanted to go forward with the security system. The finance manager advised on 7/13/24 that it would be cancelled and the refund would be sent to **********************. The finance manager told me to keep an eye on it for the next couple months. Its been several months later. As of 1/14/25, ********************** still has not received any refund or credit towards the account. The cost of the security system is $1295.

  

  Business Response

  Date: 01/15/2025

  Hello Mr. **************** have contacted our *************** about this issue. It turns out there was some clerical error with the printing of the check and it was returned to us. We have since cancelled that check and issued a new one to *****************************. They should receive the check very soon and this will all be resolved as promised. We are very sorry for the delay.

  Customer Answer

  Date: 01/15/2025

  
  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:01/13/2025

  Type:Product 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.

  Bought used 2020 ***** NX300 - paid $30,000 cash - financed ext warranty $7180- on 9/22/2024 - ****** miles - at Toyota Chula Vista - I was advised auto had a complete inspection by their mechanic - - on 12/12/24 - my ***** showed maintenance required warning - took in to Toyota dealership closer to me Toyota Kearny Mesa - they did inspection and advised I need new Brakes - report says brakes in "red" - took auto to 2nd Toyota dealership Mossy Toyota on 12/26/24 they confirmed need new Brakes and rotors needed est cost $740 - contacted original dealership spoke to ************ advised they sold me car with bad brakes/rotors as I only had vehicle for less than 3 months - checked with several mechanics they confirmed I should not need new brakes and rotors already they had to be bad when I purchased vehicle.

  

  Business Response

  Date: 01/14/2025

  Good Afternoon *********,

  Our service records indicate that we replaced the front brakes, on your ****** in August 2024. The rear brakes were not in need of replacing at that time. With that being said, we would be happy to provide a complimentary inspection of the vehicle. Please let us know when you can schedule time to come in. You may contact our Guest Relations Manager directly with your availability. ****************************************************************** 

  Thank You.

   

• Initial Complaint

  Date:09/05/2024

  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.

  According to the fraud law, fraud can be defined as concealment, deceit or other unfair means etc. To my understanding the toyota dealership employees committed fraud against me.On 8/30/24, I went to Toyota to sell a Dodge Journey 2018 in hope that I can get a check with a positive balance after paying my current amount owed to the bank. I was expecting no less than $12,000 that was being offered at another location. I explain to ****** ******* that I needed the positive balance of the car I wanted to sell to invest on a business and I was interested in buying a truck that I can use for my business. I asked ****** and **** ****** which is the lessor, many times about how much money was I getting back from the car I was selling?, but after making me wait for hours I never got an answer and they just continued throwing the question back to each other. I express to ****** and **** that I had a headache and I couldnt continue with the signatures of the sell or purchase, but my request was ignored many times to the point that I felt pressured to sign if I wanted to go home. After signing the contract, I asked for the positive balance of the sell and I was told it was used as a down payment without my consent because they decided it was better to trade then to sell without my knowledge. Before leaving the dealership I told them I wanted to cancel the agreement because I did not agreed to the trade, but they said I can not cancel the agreement for a leased vehicle and I would have to schedule to talk to the general manager. My husband and I went the next day in order to cancel the agreement and I was told that it was impossible because the **** had already accepted the leased, but **** said she submitted the leased late. I want to ****** this agreement because none of my decisions where respect it and the agreement has discrepancies. My solution is to return the car with no negative impact on myself and receive a check with the positive balance of the other car.

  

  Business Response

  Date: 09/09/2024

  Transaction took place on Friday, August 30th. Dealer put customer in a lease, and used trade in as down payment, to keep payment down. Trade was worth 10k with a payoff of $7,900. Finance went over details with customer. As customer was leaving they asked when they will receive the check for their trade. Finance showed them where the trade was used as the down payment to help lower monthly payments. Customer stated they intended to use the money towards rent, then said never mind and left with their new truck. The following day, Saturday, customer came back in to speak with Sales Manager. They said their neighbor told them leasing was bad. They were given the option for a lease buy out and said they were pre approved with Navy ***. Customer came back to dealer, on Tuesday, saying Husband lost his job and they want to return the vehicle for a refund. Dealer explained the lease had already funded and we could not do that, but offered to purchase customer's other two vehicles if they needed the money. Customer was going to come back the following day, Wednesday, but never showed up. 

• Initial Complaint

  Date:09/17/2023

  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 took my car in for it's first 5k service and oil change. I made an appointment, and was not seen for 30 minutes after the appointment time. And I was left waiting 3 and a half hours when I was told it would take 60 minutes. I wouldn't have waited there if I had known. After getting my car back, my oil was not changed and my tires had not been rotated as my receipt said (I marked my tires so I know where they were). They lied about the service being done and were completely rude about being frustrated it took over 3 times longer than quoted.

  

  Business Response

  Date: 09/19/2023

  We are very sorry for the length of time you had to wait for your service. It should have been less than one hour to complete. The factory requirements for the first 5k service is only a tire rotation. The oil will be changed at the 10k interval. If you feel your tires were not rotated during this visit, please let me know when you are available to return for this service. I would like to schedule you directly with our Shop ******* and he can expedite your visit as well as personally ensure the service is done. 

  You can contact me directly at ************************************** or **************. If I am not available to answer the phone, please leave me a message letting me know when you would like to bring your vehicle in. 

  Again, I do apologize for the experience. 

  Customer Answer

  Date: 09/20/2023

  This is not acceptable. I was already told my tires were rotated, and that is a lie. Why would I waste my time to have it done now? I already spent almost 4 hours at your dealership for nothing, wasting my time. I know you wouldn't appreciate having your time wasted like that and then lied to. I marked my tires and they never changed position. You are scamming customers of their time and money. 

  

  Business Response

  Date: 09/21/2023

  We take these accusations seriously, and I completely understand your frustration and respect that your time is very valuable. In order to verify and resolve your complaint, we would need to have the vehicle here. If you do not wish to bring it back, that is understandable. I'm not sure how else I can resolve your concerns. 

• Initial Complaint

  Date:12/02/2022

  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.

  On November 23 me ********************************* and my husband went to go purchase a car at the Toyota Dealer the seller ******* had told us that everything was alright with the car and there was any problem with the car that is a ***** Odyssey 2019. When my husband turns on the car to take it home there was something wrong with the car that on the board it was saying Charging System Problem and thats when we called the *************** the Financial person and he just press ok on the steering wheel and we left home because it was already past 8 pm and they were already closing, After we wanted to take it on the 24 on a Thursday but the dealer was close due to thanksgiving so we just drove it on Friday because we need it to do some things and we took it Saturday morning and they had told us to take it to the ***** dealer and then we took it to the dealer and they wanted us to pay.. The car been at the dealer since Saturday the 26 of November and it was a gift for me and now we want to return it due to that problem in the car because ******* had told us that the car didnt have any problems at all and later on we dont have to have any problems with the car because we are going to be back and forth like whats happening right now also it has a scratch on the car and when we took it that Saturday that scratch and that ripped wasnt there at all and we are really mad about that situation and what we want to do is return it and we want to get our money back because when we went to purchase the car we payed $5,000 dllrs of down payment and we are really mad and what we want is return the car and get our money back, because the reason is that we went to purchase a car because my husband had an accident and that is why we decided to buy a car. But if we knew that was going to happen to us we wouldnt gone to that dealer.

  

  Business Response

  Date: 12/06/2022

  The customer's extended warranty denied the claim for repairs. Toyota Chula Vista is currently disputing the denial, trying to get the repairs covered for the customer. 

  Customer Answer

  Date: 12/06/2022

  what I want is that I just want to

  return the car and I want to get my money back, the down payment of ***** dllrs that I made I just dont want the car anymore because of the problems that the car is having and later on I dont want to have any problems. That is my final decision that I just want to return the car and want to get my money back because first we didnt even have a day with the car because of the problem that it has.  We just want to return the car thats all and get our money back. We went to purchase a new car and not a car that has problems because that day that we turn on the car from the dealer to take it home the problem was already there and we just want to return the car and get our money back.