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:03/02/2025

  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 came in to City Toyota in *********, ** for a scheduled 30k service maintenance appointment on 3/1/25 at 7:50am, which to my knowledge was just the next service recommended under warranty because I was not given a courtesy notice prior that it would not be. When I arrived, I was asked to leave my 2024 Toyota Camry's and that someone would call me once my car was ready. Around 9:30am I got a call from ***** ********, who informed me that they were checking in my car and had sent me an email with all the maintenance work they were recommending. At the end of the call he quickly mentioned a price, which I did not give much attention to because as I said per above, I was just coming in for the next warranty covered service. When I went to pick up my car, ***** let me know that I had a that I had to pay the balance first. I quickly told him, that this should be under warranty. He said no, I called you and you agreed to the services and price over the phone. I told him that I thought the service I was coming in for was all under warranty and that I would not be charged at check out per usual. I asked why he never informed me about my warranty, he said that it was not his responsibility and that the sales person that sold me the car should have told me that. I spoke with the manager ***** ** who was very unprofessional, rude and said that it was my fault for not asking. He cut me off at every attempt to explain the situation but he did not want to hear it or resolve anything. He said that they have my phone call with ***** recorded, which I was also not notified of or asked for consent prior. I asked for a copy of the recorded call because I felt that I would have to take them to court to resolve the matter and he refused and said sarcastically, that he no longer needed to speak with me and to tell my lawyer to request it from him. I am requesting a full refund of $1,487.93 from Toyota due to fraudulent practices, over pricing, and unfair business acts.

  Business Response

  Date: 03/06/2025

  Thank you for reaching out regarding your recent service visit. We appreciate the opportunity to address your concerns and clarify any misunderstandings.

  
  After reviewing the details of your visit, we have confirmed that the price for the services performed was clearly quoted and accepted over the phone. Our records, including the recorded phone call, confirm that you were informed of the service recommendations and associated costs before proceeding.

  
  We understand that there may have been some confusion regarding warranty coverage. To clarify, Toyotas standard warranty does not cover routine maintenance services. However, your vehicle did come with ToyotaCare, which provides complimentary maintenance for the first two years or ****** miles, whichever comes first. Since your vehicle was brought in at ****** miles (in for its 30,000-mile service), it was outside of the ToyotaCare coverage period, and regular maintenance charges applied. This information was provided at the time of your vehicle purchase, as it is standard for all new Toyota vehicles.

  
  Regarding your request for a refund, as the services were performed with prior approval, we are unable to offer a reimbursement. Additionally, service recordings are conducted in compliance with standard business practices for quality assurance and record-keeping. While we are unable to release recordings directly to individuals, your legal representative may submit a formal request if needed.

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23010872
  
  I am rejecting this response because:  I only signed that contract because I was forced to and couldnt take my car unless I did.  Also, because a reputable company would and should notify their customers who are and have been coming in only for warranty covered services once their warranty is up.  

  Previously Toyota always gave an invoice at the end of each service with a price, which in the end would be covered by my warranty.  Therefore,  I believe it was Toyotas responsibility to let me know during the call that my warranty services were up and that I would have to pay out of pocket.

  I am going to insist that Toyota does the right thing and refund the full amount and I ask that Toyota gives a courtesy to all of their customers in the future upon coming in for a service regarding the warranty.  Specially if they are going to be charging those high prices.  As a customer I feel let down and taken advantage of by Toyota for not notifying me about my warranty.
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 03/24/2025

  As mentioned previously,
  Toyota Care is a complimentary maintenance program provided with the purchase of a new Toyota, covering services for a limited time or mileage. Once those services are used, ongoing maintenance becomes the responsibility of the vehicle owner. While we do our best to inform customers about their remaining benefits, it is ultimately the owner's responsibility to track their maintenance coverage.

  At the time of your service, our advisor provided a quote for the work, which you approved before we proceeded. This authorization was given verbally on a recorded line, and the work was completed as agreed. Because of this, we are unable to issue a refund.

  This will be our final response on the matter, and no further action will be taken. We appreciate your understanding.

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23010872
  
  I am rejecting this response because:  as I did approve the work, under the condition that the services were still covered under the warranty services.  Toyota purposefully does not notify their customers that their warranty services are up because they know that customers will not continue to go there to pay ridiculous top dollar prices for services that people can get anywhere else for a fourth of the price.  Any reputable and honest company would not take advantage of their customers like this.  Therefore I reject Toyotas response.  I am still be expecting a full refund.  
  I am also requesting for BBB to further let me know where else I can report Toyota for this since they refuse to make it right.  Customers deserve to atleast know about this so that no one else will be taken advantage of.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:02/22/2025

  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 believe I'm entitled to a full days pay. I took the day off and had a appointment at 7:15am. They did nothing to the car. I explained what I wanted done. About 4 things. Because a light and a need service came on my dash. The guy kept asking do you or can someone pick you up? And I said no. ? Also he mentioned diagnostic tests take a long time anyway the car was there for 5 hours and not 1 thing was done to it! I left at 12:00 and with no diagnostic test done. Never lifted the hood! Made.me.upset being I took the day off and I feel they should pay for 1 day of pay! I never mentioned buying another car just seeing my options because I had lots of time and want this resovled!

  Business Response

  Date: 02/28/2025

  We appreciate your feedback and are sorry to hear about your frustration. Our team follows a thorough diagnostic process to ensure accurate assessments, which can take time depending on the concerns presented. Those same diagnostic technicians may already have vehicles in front of yours that also take time to diagnose and potentially repair. 

  Regarding your request for compensation, City Toyota is not responsible for personal time off decisions. Appointments are scheduled at the customers choosing, and while we do our best to complete work as efficiently as possible, we cannot guarantee same-day service for all situations.

  If you would like to reschedule or discuss the next steps for your vehicle, we would be happy to assist. Please reach out to us at **************.

  Customer Answer

  Date: 03/01/2025

   
  Complaint: 22977266
  
  I am rejecting this response because:
  THEY ASKED ME TO SCHEDULE A APPT. I know I'm not the only one with concerns but it's so frustrating for me to take time off and sit there for 5 hrs and nothing done to my car. It's not like I have another car or ride home?? I'm just disgusted with toyota and the recall of my air bags which they do not mention. It is a safety issue and they keep saying no remedy for it but how long do I wait?????it is written on my registration!! It's been 1 year and no response I've called the manufacturer and I get the same thing. 
  Sincerely,
  
  ****** ****

  Business Response

  Date: 03/06/2025

  Unfortunately, we do not have an exact timeframe from the manufacturer on when the recall remedy will become available. However, here is an excerpt from the letter you received regarding this recall:
  "At this time, Toyota intends to begin a phased implementation of the remedy in late September 2024, but this is subject to change based on parts availability. In order to make the best use of available parts while mitigating risk to Toyotas customers, ********************** intends to begin implementing the remedy in the most humid states first, based on the vehicles state of registration at the time of phase one launch."
  

  We understand that waiting for a solution is frustrating, especially when it involves a safety concern. Please know that we are closely monitoring any updates from Toyota and will do our best to notify you as soon as a remedy is available for your vehicle.

• Initial Complaint

  Date:02/16/2025

  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.

  Purchased genuine Toyota replacement key from the City Toyota, *********, ** dealership on 2024-04-06. On, 2025-02-14, the loop, that is meant for the key chain, cracks, and the key slips off the key ring. I dont lose it. On 2025-02-15, I bring the key to the parts department of City Toyota, *********, ** dealership, and ask for a replacement under warranty. ********* states there is no warranty. When I show him a copy of my receipt, with 12 month warranty language, for parts, he states that keys are excluded. When I show him the warranty language for exclusions, that is also printed on my receipt, and keys are not in the exclusions, he states that this defect is not covered by the warranty.

  Business Response

  Date: 02/20/2025

  The customer came in with a crack in the plastic crack in the mechanical key. This is not covered under manufacturer warning and would not be considered a manufacturer defect. I called the customer to speak further, but was unable to reach them so I left a voicemail requesting a call back. Should the customer like to escalate this matter further, it would be with Toyota Corporate as they determine warranty coverage. The customer should request an escalation through Toyota in lieu of a dealership case to avoid unnecessarily being redirected back to the dealership as we can not offer the resolution sought. Toyota ************************* phone number is **************.

• Initial Complaint

  Date:07/26/2024

  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.

  On June 15, 2024, the Toyota Motor Company's maintenance department scratched my car, I discussed with the Toyota Motor Company's maintenance department how much, but I couldn't get any compensation

  Business Response

  Date: 07/30/2024

  On June 15, 2024, the customer visited ********************** for a scheduled maintenance service, which was completed, and the vehicle was picked up the same day. On June 20, 2024, the customer contacted us, alleging that his vehicle had been scratched while at our facility. Our Service Manager promptly investigated the issue and determined that the scratch was not incurred during the customer's visit to **********************. The customer took possession of the vehicle on the day of service and did not report the scratch until five days later. According to the terms outlined in the repair order, City Toyota is not liable for any damage or loss to the vehicle. Therefore, we regret to inform the customer that we are unable to approve reimbursement in this case.

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22051525
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 07/31/2024

  Above  attached are the evidence.

  Business Response

  Date: 07/31/2024

  We were unable to access the *** file provided by the customer due to compatibility issues with our software. We wish to reaffirm that City Toyota bears no responsibility for any vehicle damage or loss. There is also no evidence to suggest that the damage occurred while at our dealership. We uphold the findings of our Service Managers investigation and subsequent decision, and therefore will not authorize reimbursement in this instance.

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22051525
  
  I am rejecting this response because:My car was repaired and found scratched on the same day, so I immediately reported it to the Toyota **************************** on the same day, instead of reporting it five days later. It was recorded by ***, the *** number is **********, and I also saved the contents of these *** messages.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 08/02/2024

  As it stands, we still have no evidence that the scratch was caused at our dealership, or by any of it's employees. The customer did not report any damage to ********************** until after he had already picked the vehicle up and driven off the lot. If we know, or believe that damage occurred to a vehicle while in our possession, we will always do our best to resolve the issue. In this case, we have reason to believe that the scratch on the vehicle was not done here and will not provide reimbursement to the customer. 

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22051525
  
  I am rejecting this response because:Toyota ************************* has no evidence to prove that my car was scratched before the repair. I have repeatedly requested Toyota ************* to provide the photos taken with the iPad prior to the repair but they still havent provided the photos. Therefore, I have every reason to believe that Toyota *************'s maintenance department scratched my car and strongly demand compensation or a reimbursement for me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:07/11/2024

  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 wonder how many trusting customers are paying double the reasonable dealership service prices for repairs at City Toyota of *********?City Toyota needs to refund $235 diagnostic fee.In summary, City Toyota of ********* tried to extort me by overcharging for parts and labor, lying to me when I questioned the charges, and then failing to allow me to speak with the service manager about their attempts to overcharge. In the end, I had to argue my way from the original quote of nearly $5700 (including $235 diagnostic fee) to the final total I paid of $2817.18. A loyal customer should not need to argue their way out of paying double the reasonable amount for a repair.I scheduled a service appointment for the hybrid system, and returned to City Toyota in *********, the dealership from which I purchased the vehicle.Service Advisor ********************* said that he had the hybrid battery assembly in stock and that he could replace it the same day for just over another $5000 plus tax. I explained that the cost as quoted was far more than the expected cost of around $3000. I then asked if there were any specials available. ********** said that he would suggest to his manager a $300 discount and call me back. When he called me back, he offered me the $300 discount. I shared again that even with the discount, the amount he was quoting was well over the reasonable amount for this repair. He told me that the part alone sold for $4600. I said that this price does not seem right, and that I would need to call around for quotes. He shared that I should not buy from anywhere besides Toyota, and that aftermarket batteries are not safe. My car still at the dealer, I told him that I would need to do more research and think about the price as I was not expecting this level of expense. The remainder of our communications were over text, so their unethical practices are easily reviewed in the photos below.

  Business Response

  Date: 07/12/2024

  ****, thank you for bringing these concerns to our attention. I'll attempt to address each point thoroughly:

  1. Regarding the diagnosis fee: The diagnosis is a separate charge, and was communicated during the write up process, as well as when our advisor presented our recommendations.

  2. Concerning pricing: You compared prices of used, repaired parts from independent shops, not from our certified Toyota dealership, which includes parts and labor warranties.

  3. Online vs. retail pricing: Dealerships, as independent entities, offer different pricing levels for retail and wholesale customers. Online prices often reflect wholesale rates intended for repair shops, which then mark them up for retail. This practice is standard across most industries.

  4. Regarding your concern of City Toyota being unethical: ******* chose to communicate through text messages to ensure that there was clear documentation based on our interactions.

  5. Addressing your comment regarding extortion: We strive to stay priced competitively with other local dealerships and have contacted five other dealerships, all of which quoted prices within $270 of your initial quote for the same repair.

  ******* worked with you from the beginning and did his best to assist you with pricing of this service. After you mentioned the price listed at another dealership was lower, you stated via text "Would your manager match the price? If so, let's go ahead and complete the work." Our parts manager agreed to the price to assist you as one of our loyal customers. Service also adjusted their labor down and saved you another $175.62 on top of that. After all of this, you are now demanding that we refund you the cost of the diagnosis, which again was discussed and authorized at the time of write up.

  Our service team went above and beyond to assist you and aimed to provide exceptional value for both parts and labor. Unfortunately, we are denying your request of a refund for the diagnosis fee of $235.00.

  We sincerely hope that you will return and give us a chance to continue serving you as a loyal customer.

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21972606

  Thank you for your response, City Toyota of ********** 

  I am rejecting this response because City Toyota's business practices our deceptive and fraudulent.

  Responses to each of City Toyotas inaccurate claims are found below.

  "1. Regarding the diagnosis fee: The diagnosis is a separate charge, and was communicated during the write up process, as well as when our advisor presented our recommendations."

  The  $235 diagnostic fee charged by City Toyota is used to lock unsuspecting and trusting customers into doing business with **********************, at which point City Toyota presents the customer with parts and repair charges more than twice as expensive as other Toyota dealerships in an effort to extort their customers. If the customer were to go to another dealer for reasonable prices (prices that are market-competitive for dealerships) the customer then loses (or wasted) the $235 diagnostic fee. This is how City Toyota's hybrid battery replacement scam works.
  

  "2. Concerning pricing: You compared prices of used, repaired parts from independent shops, not from our certified Toyota dealership, which includes parts and labor warranties."

  This is a direct falsehood. At no point did I seek out quotes from independent repair shops. At no point did I reference or present prices or quotes to City Toyota from independent repair shops.

  As is clear from our text exchange, the only price that I presented City Toyota with fro comparison was from Capital Toyota in ************, a Toyota dealership approximately 50 miles away, who sold the genuine original Toyota part. Here is the Capital Toyota parts department link that I shared with him when asking for a price match: ************************************************************************************************************

  As is further clear from the text exchange (the written record), *********************, City Toyota Service Advisor, reviewed the price that the other dealership was offering, which was $2082.18, as compared to the $4600 he said City Toyota charged for the part.

  "3. Online vs. retail pricing: Dealerships, as independent entities, offer different pricing levels for retail and wholesale customers. Online prices often reflect wholesale rates intended for repair shops, which then mark them up for retail. This practice is standard across most industries."

  Capital Toyota's above linked pricing is not wholesale pricing as City Toyota suggests, but instead it is online retail pricing from our local area. The price discrepancy is also clear evidence of the profit margin City Toyota is seeking to achieve by attempting to charge their customers $4600 for a part that is available locally from another dealership for $2082.18. 

  "4. Regarding your concern of City Toyota being unethical: ******* chose to communicate through text messages to ensure that there was clear documentation based on our interactions."

  As is clear from our text exchange (the written record), ********************* with City Toyota then attempted to match the price Capital Toyota offered the part at, but only if he could charge me an additional $1350 for the core charge, which made the part $3432.18.He then explained to me how all dealerships charge and keep the core charge, and that City Toyota would NOT be refunding the $1350 core charge to me.

  Of course, that is not how core charges work, and City Toyota knows that! (Core charges are charges that are returned to the customer once the used part is retuned to ************************ Core charges are not a profit mechanism for City Toyota to steal from their customers. **********************'s practice of not refunding core charges is an unethical practice. Lying to me, their customer, about how hybrid battery core charges work, and telling me that they are not refundable by City Toyota or other dealerships, is fraud.

  "5. Addressing your comment regarding extortion: We strive to stay priced competitively with other local dealerships and have contacted five other dealerships, all of which quoted prices within $270 of your initial quote for the same repair."

  Again, based on the evidence above, which is easily verifiable through our text thread, City Toyota attempted to charge me, their customer, thousands of dollars more than the other local dealership from which I checked parts prices. City Toyota priced the part at $4600 and Capital Toyota priced the part at $2082.18, pricing that can be verified online.

  City Toyota should refund the $235 diagnostic fee that it is their practice of leveraging to engage in an extortion scheme involving inflated pricing (twice your competitors) and misrepresentation of how core charges work, both resulting in extraordinary profits for the City Toyota dealership whether or not the customer continues with the repair. ********************** either keeps the $235 diagnostic fee (requiring little work on their part) or charges thousands of dollars more for the repair, all profit, from unsuspecting or trusting customers.

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

  Business Response

  Date: 07/12/2024

  City Toyota takes pride in the service we provide. We apologize that you remain dissatisfied with the price match on the part and the discounted labor provided to ensure your satisfaction. We stand by our decision to not issue any refund for this service. We wish you the best with your future vehicle service needs.

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21972606
  
  I am rejecting this response because, City Toyota has demonstrated their intent to continue to lie to their customers and extort their customers by attempting to charge unreasonable and unethical fees.
  
  Sincerely,
  
  ****

• Initial Complaint

  Date:06/25/2024

  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.

  City Toyota is price gauging its customers on both service/labor costs and its parts. I was not presented with the labor cost breakdown and when I looked the cost for each parts, the prices charged to me were highly inflated. City Toyota is not only making hefty revenues from its service fees but also on its parts. When customers are bringing in their vehicles for service, not only do they get charged on a high labor cost but also on the (vehicle) parts too. City Toyota did not make this transparent to their customers, nor do they present the costs breakdown upfront when customers are bringing in their vehicles in for services.

  Business Response

  Date: 06/27/2024

  The customer, ***************, brought their *************************** Prius into City Toyota for a higher mileage service on 6/07/2024. At the time ************* checked her vehicle in with the service advisor, there were recommendations made for preventative maintenance on her vehicle. ************* chose to proceed with most of the recommendations made and postponed one to a later date.

  Our service advisor had shown ************* the menu for the service including the additional recommendations, with pricing, before she agreed to do them. We then printed the menu and had ************ sign the document listing what was to be done with the pre-tax price clearly visible. The customer also signed the repair order, authorizing the work to be performed. The quoted price for the service, before tax, was $2,918.92. There was no point during or before the technician completed the service, that the customer called or requested to cancel anything that was authorized. The service advisor did end up applying a discount to assist the customer with the cost, dropping the final bill to $2,900.00 even.

  When service was completed, ************ came in to pick up her vehicle and paid, signed the final repair order again signifying that she accepted the cost of the service, as well as the payment receipt. She later complained that the price was too high. ************* went online to various parts websites and found that she could purchase the same parts that were used at a cheaper price online, not including any shipping and handling. The customer then made several complaints to our management via phone call and email.

  I have already called and spoken with ************* personally and reviewed the repair order and signed authorizations with her. I explained that parts prices can differ online from what is already in the store and explained that our parts website is for wholesale parts business with other shops in our area, and that it has been down for approximately a week or so.

  However, I did understand her point of view, and wanted to resolve her concern to keep her as a customer. I offered ************ a one-time goodwill refund of $150.00 as a resolution to her concern. ************ agreed to this as a resolution, and I processed the refund that day.

  We have already addressed all of the customer's concerns with her and offered a resolution, which she accepted. After accepting the resolution, the customer then disputed the charges with her bank to reverse the entire service transaction. We will not be providing any further assistance to the customer related to this concern.

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21897429
  
  I am rejecting this response because: I went to City Toyota website and the same, exact parts were listed there along with the prices without any indication that theyre wholesale prices and the website wasnt down as stated. Additionally, Ive been asking for a breakdown in labor cost but was never provided with one. I was charged $1,691.81 for labor without any cost breakdown plus super inflated prices for parts, totaling to $2,900.
  

  It is unfortunate that after almost two decades of being a loyal customer to **********************, Im walking away with a bad experience. I do not wish to pursue anything further with City Toyota and will not be coming back either. 
  
  Sincerely,
  Fellda

• Initial Complaint

  Date:04/13/2024

  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.

  They promised $300 per month. Saying later they dont have specials for the car I was going to get . I went to some other Toyota dealership in the area still have the specials there. But the others dealership told me there of stock but will call me when the come in with there new inventory but it could be weeks. But I want the car now. Before they are out of stock too.Ive been going to city Toyota for a while to purchase my cars see other customers there get great deals. When I go give me a little hard time always. They should reward the same offers the next day. They should respect the offer they gave me.

  Business Response

  Date: 04/18/2024

  Hello ********************, 

  According to our records, We do not currently have the specific vehicle models you requested available for the national lease special. However, we'd be happy to work with you on a great deal for other units we have in stock.

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 21571767
  
  I am rejecting this response because: 

  My name is ********************************* I havent heard back from them yet. Not even an email or phone call yet.It was a bZ4X model just regular not fully loaded one. Its not about the model of such. They wouldnt give me the same car $300 a month

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

  Business Response

  Date: 04/25/2024

  We have already explained that we do not have the offer available as we do not have the vehicle referred to. We will have a sales agent call you again shortly to answer any further questions that you may have. 

• Initial Complaint

  Date:04/03/2024

  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.

  1. I took my 2021 Tacoma to City Toyota, the dealership where I bought my car, because there was water intrusion into the drivers side. I was told I had to pay a $450 diagnostic charge if the issue wasnt a warranty issue. Upon completion, the service advisor told me the sunroof drain was clogged and cleared, and I had to pay the $450 diagnostic charge. The next morning, it rained and there was still water intrusion. So that means the $450 diagnostic charge I paid was unjustified as the sunroof drain was not the issue at all for the water intrusion.2. Instead of providing a refund of $450, City Toyota said they could only provide a $450 service credit. Since I had no choice, I accepted the $450 credit with services at City Toyota. I then chose to have my 1997 Land Cruiser sunroof drains cleaned with the credit. City toyota Service confirmed the drains were cleaned, but the next day, there was still water intrusion. I notified my service advisor, but he responded with:If that is the case - we would have to perform a diagnostic to find out why its not draining. We cleared & cleaned the drain and tested on Saturday.I could not afford to pay for another unjustified diagnostic charge. I took it to *********************** in ****************, they provided pictures and a video of the water draining properly, and now I dont have anymore water intrusion.Given all the time and efforts spent, all the inconvenience and Mis-diagnoses, please refund my $450 immediately.

  Business Response

  Date: 04/15/2024

  We have been in communication with the customer via email and have discussed this concern at length. We offered the customer a credit of $156.00 towards any future service. The customer declined. This offer was a goodwill offer as we do not find any reason for a refund for the customer's concerns. The customer was provided with our final offer on 4/5/24. There will be no further decision made on the dealerships part. We wish the customer all the best going forward. 

• Initial Complaint

  Date:03/28/2024

  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.

  I have been experiencing a high pitched squealing sound when breaking at low speeds from a cold start for a few years now. I have mentioned problem this at every service appointment. They always say they will "look into it" but they never fix it. I recently contacted Toyota HQ to ask if they could connect me with someone with some expertise in this area. HQ put me in touch with the customer advocate at **********************. The advocate spoke to the service department and they told him that best they could do is replace the brakes, again, still with no guarantee. However this time they would use better quality brakes, better than the ones they installed previously!! The advocate was supposed to email me his contact info, he didn't. The advocate asked that I contact him when I was replacing the breaks. I called and left voicemail about the appointment to ensure his presence. He ghosted me after that. So my complaints are 1. The service department installed lower quality parts 2. Caused me (and neighbors) to endure noise for years 3. Wanted me to pay to replace lower quality parts when they failed 4. Cost me time and money 5. The customer advocate for ghosting me (although he may be extremely busy if lots of bad parts were installed.)

  Business Response

  Date: 04/02/2024

  I called the customer back and apologized for not contacting him sooner. I did not receive any voicemails from the customer, possibly due to my phone being down so often while we transitioned phone systems. I explained to the customer that it was never my intention to ignore or pass him off. Everything that we had previously discussed was documented so that all offers made were in his file in case I was not here for any reason. When we left off originally, I was awaiting the customer to call me when he was ready to schedule an appointment and I had not known that he had called me. I take full responsibility for not checking back in myself and apologized to him that I seemed un reachable. I asked if the customer would still like to proceed with us and have the brakes replaced, but he stated that he is taking it to another shop. I informed the customer that we are here should he ever have need of us in the future.  

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21502205
  
  I am rejecting this response because:

  The response did not address the many times I brought the car into the service department and their inability to diagnose or fix the problem.
  It does not address them wasting my time and money over years.
  It does not address that only after I contacted Toyota HQ and had the advocates help was I told about the lower quality brakes that were installed previously.
  The offer by the service department was to have me come in again, pay for more parts and labor  and give me a $100 discount. It was also noted that this was "maybe it will work".
  This demonstrates to me that the City Toyota service department does not care for or respect customers (or just me).
  
  

  I had spent a small fortune in their service department over the years (since buying it there). I won't spend a single cent more with such a callous department/company. Their behavior gives mechanics a bad name and that is very unfair. Hopefully the public can see this and know this is not universal. I have since found an honest, expert and professional mechanic to fix this problem. 

  The response did address me being ghosted by the customer advocate. I was 'un-ghosted' after I filed the BBB complaint. Problems with the voicemail was the rationale/excuse. I accepted the apology for him forgetting me and not contacting me. I imagine he is very busy. That didn't cost me much.
  
  The service department however has been negligent for years. 

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

  Business Response

  Date: 04/03/2024

  We understand your frustration with the situation, but we stand by the work performed in our service department.
  Regarding the offer extended to you, it was made in good faith as a gesture of goodwill. We regret that it did not meet your expectations, but we must emphasize that it was a fair and reasonable resolution based on the circumstances.
  We take pride in the quality of service we provide to all our customers and remain committed to upholding the highest standards of professionalism and integrity. We regret any miscommunication or dissatisfaction you may have experienced and will use your feedback to improve our processes moving forward.
  We are glad to hear that you have found a satisfactory resolution with an alternative mechanic. If you have any further questions or concerns, please do not hesitate to contact us.

  Customer Answer

  Date: 04/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. It is basically 'agree to disagree'. I went to another mechanic to have it fixed. It only took one visit for inspection and remedy. 

  I am happy that BBB provides a venue for me to logged this experience in case it can help others in a similar situation.

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

• Initial Complaint

  Date:03/05/2024

  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.

  On December 29, 2023, I went to City Toyota to cancel 3 products which are the *************** Agreement (PPM), Guaranteed Auto Protection (GAP)*, and ************ / *********************** Agreement (T&W) I have been calling Toyota Financial so many times and can not give me honest answer. This refund is supposed to *********** weeks. I have called City Toyota 3 Times they haven't returned my phone calls. I uploaded the payment history and agreement cancelation form.

  Business Response

  Date: 03/06/2024

  Hello *********************,

  I sincerely apologize for any inconvenience you may have experienced in reaching one of our finance managers regarding your concern. Upon review, I can confirm that we successfully processed the cancellation of three products on December 29, 2024. All cancellations have been duly executed, and the respective refunds have been returned to the lienholder as outlined in the cancellation form.
  

  I have attempted to reach out to you to address any further questions or concerns, but unfortunately, one of the contact numbers we have for you does not have a voicemail, and the other appears to be associated with a business. Due to the sensitivity of your personal finance information, I am unable to provide further details in a public forum. However, I am more than willing to discuss matters further either over the phone or in person.

  Please don't hesitate to contact me at your earliest convenience on my office line at **************, where I will be able to provide you with additional information and assistance.

  Best, 

  ****