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:04/03/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 09/29/2022, I purchased a 2021 Toyota Highlander. I was presented with a carfax report that indicated no accidents or damages on the vehicle. In March of 2025, I decided to trade-in the Highlander for a different vehicle. I was informed at that time by the dealership that the Highlander had damaged repairs on June 2022 about 3 months prior to my purchase, this is how I found that the report I was given by Long Toyota was inaccurate. On 04/02/2025 I called Long Toyota, spoke with ***** (sales manager), I explained the situation and he confirmed that the report that I was given was different from the one he ran on 04/03/2025 he did see the damage and he also located the report that I was given. All he could say was, "weird not sure how that happened. He did not offer to compensate their error. I had to sell the vehicle at a loss. I would have never purchased the vehicle had I known the *** had either been in an accident or had prior damage. I was misled. I was lied to. I had to take a loss because of the prior damage. I want to be fully compensated for the loss and the fact that I was misled.

  Business Response

  Date: 04/08/2025

  Were sorry to hear about the situation ********* ******* has experienced with their pre-owned 2021 Toyota Highlander. While its concerning to learn about their issues, we appreciate the opportunity to review the situation and respond.
  Our Pre-Owned Sales Director, ***** *****, had the pleasure of speaking with ********* on or around Sunday, April 6, 2025. During their conversation, he explained how Carfax reporting works and how dealerships obtain information through ******. We reassured her that we disclose all available information at the time of purchase. ********* mentioned that they received less value for their trade-in due to a "minor damage"reporting on Carfax (not a collision). As a goodwill gesture, Longo was able to offer an amicable solution for ********* regarding their newly purchased Toyota Corolla.  Consumer has ***** ******* contact information, if they have any further questions. 

  Customer Answer

  Date: 04/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:01/20/2025

  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.

  I purchased a lemon car from Longo Toyota and hope to get a refund. On December 23, 2024, I bought a brand-new Toyota Corolla Hybrid. Less than ten days after the purchase, the car suddenly lost power while driving normally on the road, with the brakes and steering wheel completely locked, which was extremely dangerous. The car was towed to Longo Toyota for repairs, and I was informed that it was due to a factory battery issue, which had been replaced.However, just a few hours after I picked up the car, the same issue occurred again, posing another very dangerous situation. Fortunately, no one was injured. The car was towed back to Longo Toyota for the second time. This time, they said they could not find the problem. After testing it for 20 miles, they claimed there were no issues and called me to pick up the car.On my way home after picking up the car, the same dangerous issue happened once morethe brakes and steering wheel completely locked. When the towing company arrived, they could not unlock the wheels, so the car had to be forcibly dragged onto the tow truck. It was towed back to Longo Toyota again. I then requested a refund from the salesperson, **** ****, who sold me the car, but he told me that new cars cannot be returned.I hope the Better Business Bureau (BBB) can assist me in getting a refund under the Lemon Law. Thank you very much!

  Business Response

  Date: 01/22/2025

  We regret to hear about the dissatisfaction Xiumei Du has experienced with their 2025 Toyota Corolla (VIN # *****************). Typically, any concerns regarding alleged product reliability or warranty performances problem concerning a new Toyota are addressed through the California Dispute Settlement Program and directly with the manufacture of Toyota. However, in our commitment to ensuring the complete satisfaction of our guests, Longo Toyota has made the decision to assist in unwinding the purchase. **** ****, current sales consultant for Xiumei Du, will be in contact with them directly to handle all the unwind paperwork that will be required for this transaction.  The vehicle is currently at our service center, awaiting replacement parts, repair order #*******.

  Customer Answer

  Date: 01/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Xiumei Du

• Initial Complaint

  Date:09/16/2024

  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.

  Purchase a vehicle from longo on 8/31/24. The vehicle was listed online but was on the lot. The salesman stated it was in the backside of the lot since it just arrived a few days ago. We were not able to test drive the vehicle since the sales man said it didn't have plates. So we drove the truck in the parking lot. While completing the paperwork we were advised this vehicle was gold certified. We were told it was inspected ans anything that needed to be fixed was fixed. The next days after we were sold the vehicle, they took our money and signed the deal! The sales man said the vehicle was sitting there for months. It might be a rough for a big to drive. They didn't review much information dying the sale and now the vehicles has driving issues. I took the truck to get inspected and was told it will take 2-3hours instead I took 8hrd and they had to rush through it. Vehicle still makes a clocking noise while shifting, the brakes feel the same! Vehicle shakes while driving! Nothing was fixed or replaced. This has turned into a nightmare, my the experience I was hoping for as 1st time buyer. I might have to have an independent mechanic look at it and have longo pay for the issues found with the vehicle

  Business Response

  Date: 09/16/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the issues Mr. ********* ********* has encountered with their vehicle and the dissatisfaction theyve experienced. Our goal is always to provide a transparent and satisfactory experience for our customers, and we regret that we fell short in this instance.

  
  Test Drive and Vehicle Condition: It is our standard practice to allow test drives; however, if there were any limitations regarding plates or vehicle readiness, we should have communicated this more clearly. We understand the importance of a comprehensive test drive and will review our process to ensure better communication in such situations.
  Gold Certified Vehicle: We take pride in our Gold Certification process, which involves thorough inspections and necessary repairs. If there were issues with the vehicle that were not addressed properly, we sincerely apologize.
  Post-Purchase Issues: We are concerned to hear about the driving issues and the delay he experienced with the inspection. We strive to address any concerns promptly and effectively. Mr. ********* has an upcoming service appointment set on September 17, 2024, @ 7AM, which will allow us to investigate. Reference to previous repair order # ******* on September 12, 2024

  
  We also want to make note: Mr. ********* has been in ongoing communication with our Sales Director, ***** *****, over the past few days. Weve taken his feedback seriously and are working diligently to address the issues he has raised. As part of our commitment to resolving the situation, we offered to unwind the vehicle with a full refund, which ************ has declined. We understand that hes seeking a resolution that ensures the vehicle meets his expectations and is in proper working condition. 

  Mr. ********* can reach out to ***** *****, the Pre-Owned Sales Director at Longo Toyota. Below are the contact details:
  Direct Phone: ************
  Email: *****************************************************************
  Please ensure that Mr. ********* has this information on hand in case he requires additional support.

  
  

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22285772
  
  I am rejecting this response because:

   

  longo lied about the vehicle going through a through vehicle inspection, after coming in 3 times they keep finding different issues with the truck, after the trucks was sitting on theb lot for 3 months, how can it need brakes repairs when it's my driven! The vehicle was clearly glanced over by the mechanic. Now after we have try working with them, they are inconsiderate of people's time. They continue to lie about was going in the with vehicle and have me come and waste time. If this was not a gift for my dad, I would have gladly returned the vehicle and gotten our 25 thousand dollars back! At this point longo just continue to waste
  
  Sincerely,
  
  ********* *********

  Business Response

  Date: 09/25/2024

  We appreciate the opportunity to address the concerns raised by ************ regarding his vehicle. Our Pre-Owned Sales Director, ***** *****,personally met with *** ********* to review all relevant documentation and once again offered to unwind the contract and refund all payments made at the time of signing the contract. Unfortunately, *** ********* declined this offer. On September 25, 2024, *** ********* brought his vehicle into our service department for inspection (repair order #*******). During this visit, our shop ******* performed a test drive alongside *** *********. *** ********* reported a hard shift when traveling at freeway speeds (35 MPH or more), but our shop ******* was unable to replicate this issue during the test drive, noting that there was no abnormal shifting. Additionally, ************ expressed concerns regarding the braking system, stating that he had to apply significant pressure to stop the vehicle. However, the shop ******* tested the brakes and confirmed that no abnormalities were found.  Lastly, *** ********* mentioned a clunking sound when shifting from park to drive. Our shop ******* explained that this noise is a normal characteristic of the vehicle and does not indicate any defects. The service visit | test drive was provided at no charge to ************* reflecting our commitment at Longo Toyota, to delivering an exceptional customer experience and fostering transparency and trust. *** ********* has indicated his intention to seek a second opinion from another Toyota dealership, our documentation will be submitted into Toyotas National History reflecting consumers concerns and shop ******* evaluation. In summary, we have made every effort to assist *** ********** including offering to unwind the contract, which has been declined twice. Our inspections have shown no issues with the vehicle as described.

  Customer Answer

  Date: 10/05/2024

   
  Complaint: 22285772
  
  I am rejecting this response because:

   

  longo told me brakes were done and wheel alignment was completed. The vehicle sat for a month and it was not touched. Once we purchase the vehicle the truck was driving a bit of, then after taking it back i was told it neede brakes ans rotors and aligment after i was told all this was done. The shop ****** stated they make quick visible inspections as they dont drive the vehicles beyond 5 minuted or go on high-speed! If it's not immediately visible they mark it as good. They offered to take the truck back instead of doing a more detailed inspection. It seems that any issues that they found is being disclosed and I'm left to pay out of pocket. Unfortunately as I mentioned, it was a gift for my father ans he likes the truck. Will definitely voice my experience with the lack of inconsistency that longo provides. Most places will be willing to replace and update issues for a vehicle that is being marked up as GOLD but has no difference from a mom and pop dealership. They marked up services for the vehicle intentionally 
  
  ********* *********

• Initial Complaint

  Date:09/13/2024

  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.

  Because I am a new driver and I don't know much about cars. When I went to buy a car in mid-to-late March, I specified a Toyota RAV4, and I told your staff that I was going to other states, I would climb mountains and **** through water, and I would definitely buy the car within the contract period. Your staff selected a car for me without telling me the specific parameters, and told me that I needed to wait for two weeks. Then on March 30, he called to urge me that there was a car in stock, and it was exactly the same as the car I selected last time, and told me the *** number, and strongly urged me to buy insurance on the same day and pick up the car on March 31. Recently, I went to maintain and repair the tires, and the staff told me that this was a front-wheel drive, which was not suitable for climbing mountains and wading through water. I realized that your staff did not recommend the car according to the customer's requirements, misled the customer, and induced the customer to change the target vehicle at the end of the month for their own performance or other purposes, completely ignoring the customer's purchase purpose! And after I checked, the car had been put into storage around March 15 and had not been sold! The car is a long-term property. I drive it every day. The mileage and wear and tear value of the car have exceeded the scope of the lease contract. I can only buy it, but now every time I drive it, I will think of your staff's misleading and even deception! Why do you sell products that do not meet our requirements to customers? The Chinese customer service staff contacted me on September 10th, and it was always a scolding lecture. I had very few opportunities to speak. He said that people drive front-wheel drive in the city, but I dont drive in the city. He didnt give me a chance to refute. . Before he continued to scold me, I asked if someone else could call me? He said yes After hanging up the phone, no one has contacted me since then.

  Business Response

  Date: 09/16/2024

  We would like to extend our sincere apologies for any discomfort or dissatisfaction ********************* may have experienced. We appreciate the opportunity, to address their concerns via Better Business Bureau platform.

  
  ********************* leased a Toyota RAV4 on March 31, 2024 (VIN #*****************)with a lease agreement specifying ****** miles per year. At the time of signing the contract, they were fully informed about the vehicle model, features,mileage restrictions, color, and monthly payment, all of which they agreed to.***************, their sales consultant who speaks multiple languages both English and Mandarin Chinese was able to communicate fully with *********************. 

  According to Toyotas national service records, the vehicle has been used extensively, with a documented mileage of ****** miles as of the last service visit on August 15, 2024, which is less than 6 months from the date of lease. We understand that they have concerns regarding the treatment they received,and we would like to make note, we train all our employees to uphold the highest standards of respect and service and were truly sorry if they did not witness this during their interaction with any of our team members @ Longo Toyota.

  
  However, given the terms of their lease agreement and the documented vehicle usage, there is no further assistance Longo Toyota can offer concerning the vehicle and contract design. Better Business Bureau case #******** has been reviewed by our management team and duly noted.

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22274999
  
  I am rejecting this response because:

  He did not give me a detailed description of the model configuration and performance of this car. Any signed contract is a trust in the Toyota brand, not knowledge. In addition, your customer service has disappointed me. Just like this reply, you attribute all the problems to me and the signed contract, which will only damage your brand and service.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/20/2024

  We would like to apologize for the frustration and any ill feelings once again regarding ******'s **** experience. Our dealership team did everything by the book to provide all necessary information at the time of delivery in March 2024 (6) six months ago. A signed contract does indeed signify trust in the Toyota brand, along with the consumer agreement, they are accepting the vehicle and all terms. We stand by the delivery process and the resources we provided, including vehicle features, test drives, leased contract, monthly payments and mileage allowance. Please note that no further action or response will be taken by our dealership, and this decision is in agreement with our management team. In closing, we wish ******'s **** all the best.

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22274999
  
  I am rejecting this response because:

  You attribute all the problems to the contract I have signed, but refuse to admit that this is a misleading sale and a misleading contract. Your customer service is also forcing consumers to accept your misleading and cover up your problems. Whether you continue to respond or not, I will do my best to protect my own interests. Goodbye 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/06/2024

  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.

  Put down a deposit on a car. It's been 1.5 years and I have not received an update on the status for months and they refuse to give me an accurate update. Asked for a refund. Was told the "salesman" no longer works here. Then told that they don't have my deposit on record. I have the receipt and transaction on my bank statement.

  Business Response

  Date: 09/09/2024

  Thank you for allowing Longo Toyota to present our side of the matter concerning Better Business Bureau Case # ********. We would like to address the situation involving the review posted by a customer under the screen name M H on Yelp on September 4, 2024 @ 4:34PM listing their concern on the vehicle deposit made and their request for a refund being ignored. Due to the untraceable nature of the screen name "M H", Longo Toyota responded to the review on September ******, at 4:58 PM, requesting the customer to contact our Sales Manager, ******* ****. The customer reached out to Mr. **** on September 5, 2024. Following this contact, a refund request was promptly generated.
  We are pleased to confirm that a refund check, in the amount of $500.00, was issued to Mr. **** on September 6, 2024, with check #******. This amount represents the refundable deposit. We sincerely apologize for any inconvenience caused by the initial delay. Once our sales management team was informed of the issue, we took swift action to resolve it. We appreciate Mr. ****s patience and understanding throughout this process. Thank you for your attention to this matter.

• Initial Complaint

  Date:12/18/2023

  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.

  We decided to not purchase another vehicle from toyota due to unprofessional mannerisms such as throwing paperwork and tantrums. We have been waiting for three weeks to receive our $500.00 deposit. We weren't even given the weekend to attempt to get a better apr through our own bank. I have called and emailed, and left messages. It appears that since we did not purchase the vehicle we were out on the back burner.

  Business Response

  Date: 12/18/2023

  Longo Toyota would like to extend our apology for any dissatisfaction **************** and or ****************** may have experienced during their visit to Longo Toyota.   Our Sales Manager, ***********************, had the pleasure of speaking with **************** on Monday December 18, 2023, about ******************** deposit refund.  ************ has drafted a request for our business office to refund the amount of $500.00 back to the payment used for this transaction.  **************** is aware this process can take up to **** business days and maybe longer depending on ******************* credit card company.     

• Initial Complaint

  Date:12/13/2023

  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 purchased a new 2023 Toyota tundra truck from this dealer and I have had problems with the rear suspension since the first month that I bought it (12/22). The trucks rear suspension bottoms out when going over dips and bumps on the road. The suspension rear shocks are defective and do not properly sustain the load of the truck. This makes it dangerous to drive the truck since its hard to maintain control of the vehicle when it bottoms out. I have taken the truck into the Toyota dealer multiple times and they do nothing to fix or replace the suspension or shocks. Toyota maintains that they dont have a fix for this issue and that its the design of the truck. They refuse to change the suspension or replace the shocks. I have opened a case with their headquarters and Toyotas case manager (*******) states there is nothing they can do since their sealer doesnt state its a defect with a part. I have been back and forth with Toyota dealer and their corporate and Im just given a runaround. I need help in having Toyota replace the suspension on my new truck under warranty.

  Business Response

  Date: 12/14/2023

  Were sorry to read of the situation ************** has encountered with his 2023 Toyota Tundra (VIN #*****************).  ************* purchased his truck on December 21, 2022, from Longo Toyota. Service summary is as followed along with product concern.
  
  Main concern: Vehicle bottoming out and or noise presents itself when going over bumps and or turning the steering wheel.
  
  Repair Order # ******* January 5, 2023, Certified Toyota technician, test drove,verified concern. Noticed while driving and going over bumps the ride from the rear is harsh.  Longo found a Toyota ***************** Bulletin (TSB) and this was performed per the manufacture direction. Technician road tested vehicle after repair and the harshness is no longer present.  ************** was made aware.
  
  Repair Order # ******* April 7, 2023 Guest returns with same concern.  ************** was able to verify a creaking type of noise coming from the front end of vehicle when going over bumps.  Inspected front suspension and there were no leaks and or concerns with suspension. Verified source of noise coming from vehicles *** skid plate, technician re-torqued skid plate. Guest vehicle has after-market catalytic converter shield bolted onto the *** skid plate. ************** was made aware.  
  
  Repair Order # ******* July 18, 2023 Guest returns with same concern. Shop ******* inspects vehicle visually and road tested over bumps.  No abnormal feel, Shop ******* did find tire pressure higher than ************ were inflated at 40-PSI.  Tires were adjusted back to manufacture spec.  Shop ******* opened a Toyota ****************** (TAS) Case # ********* due to guest multiple visits.  ************** was made aware.
  
  Repair Order # ******* December 8, 2023 Guest returns with same concern. Guest feels the shocks are worn and cracking. Shop ******* test drove with guest going over bumps along with a visual inspection of the suspension and no problem found.  
  
  Longo Toyota would be happy to orchestrate a representative from the manufacture of Toyota,to come and test drive and inspect vehicle. Toyotas representative does not test drive and or meet with any consumers.  They will do an evaluation on their own, while vehicle is at a dealership, provide their summary back to the dealership personnel at which time the inspection results will be provided to the consumer.   If guest would like Longo Toyota to orchestrate this visit, they can contact Longos Guest *************** ask for *********************** and she will schedule the appointment for inspection.  Toyota the manufacture will pay for (1) day rental for transportation only. This rental will not be the same sort of vehicle consumer is having inspected, this is merely to have transportation while vehicle is being examined by Toyota.  Guest will be responsible for any gas used in the rental along with any additional insurance coverage theyre opting into getting with Enterprise.  There is a $50.00 deposit, via credit card, that will be refunded by Enterprise once the rental is returned with no damage. We encourage the consumer to verify with their own insurance carrier, if renting a vehicle will be covered under their own policy. Enterprise Rental is located at Longo Toyota.  *********************** can be reached @ D: ************ or E: ************************************************. In closing Longo Toyota would like to note, this is a final step that Longo will be able to take on this matter. Once Toyota the manufacture gets involved, they will determine if any repair assistance will be warrantable.  Longo Toyota and or any other Toyota dealership will not be able to override the manufacture decision, whether its in favor of the consumer or not. 

• Initial Complaint

  Date:11/14/2023

  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.

  On October 21st 2023 i bought a car from Longo Toyota in ******** everything was going smoothly until we notice the car we were interested in was missing three head rest. I was promised by the sale man ********************* that within a week I would hear back from them because they would need to order the headrest which are 500$ each. After numerous calls and emails now they are claiming there is no record of them ever making such promise however I have a paper that is signed by the finance personnel assuring me they were going to replace it. I dont appreciate being lied too and be given the round around.

  Business Response

  Date: 11/15/2023

  Allow us to begin by apologizing to ****************** for any frustration and disappointment he may have experienced when conducting business with our dealership.  Our organization has enjoyed a long and beneficial relationship that centers on providing our guests products and services of incomparable value.  Although its distressing to learn of their concern, we appreciate the willingness to provide us with an opportunity to review this situation and respond.

  
  ****************** purchased a pre-owned, 2021 Highlander from Longo Toyota on October 21, 2023, at the time of purchase, 3 headrests were missing from the back seats.  Although our efforts to obtain them from the previous owner multiple times, our willpower went unanswered. 

  
  The parts have been ordered and scheduled to arrive on Monday November 20, 2023.  Our Sales Manager, *********************** had the pleasure of speaking with ****************** on Wednesday November 15, 2023, informing him of these details.  Guest is schedule to return to Longo on Monday November 20, 2023, after 2P allowing parts to be received in from our shipping | receiving department.   ****************** has ******** direct contact information if any other questions arise.

• Initial Complaint

  Date:10/25/2023

  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.

  I purchased a used Chrysler Pacifica from Longo Toyota on 8/18/23. Within 2 months of me driving the vehicle it began to hard shift, showing signs of transmission problems, also when I turn the vehicle right or left, the front driver side wheel makes a clacking sound especially when Im in reverse. I took the vehicle to Longo and spoke to ******** a service advisor. He said the vehicle is out of warranty and he recommends me to take it to a Chrysler dealership, because Longo is not equipped to service a Chrysler. I have since tried contacting their service department and have been given the run around with promises of someone calling me back but no one ever does. After multiple calls I finally spoke to the service department manager and he informed me that I am out of warranty and he also recommended me to take the vehicle to Chrysler even though I bought the vehicle from Longo. The hard shifting and wheel noise is a safety concern and after only 2 months of purchase I dont see why Longo cant diagnose and fix the issues. If they are not equipped to fix Chryslers then why are they equipped to sell them.

  Business Response

  Date: 11/16/2023

  Were sorry to read of the situation ****************** has encountered with his 2018 Chrysler Pacifica | VIN # *****************, purchased on August 18, 2023 from Longo Toyota.  At the time of sell, all our guests are given the opportunity to purchase an extended service plan, known as a *************** Agreement (VSA), which was declined by ******************.   When ***************** visited our dealership on October 20,2023, with a few concerns, they were out of the U/C warranty due to mileage that was listed on the vehicle at the time of inspection.  Our Pre-Owned Sales Director, ********************* had the pleasure of speaking with ****************** on Thursday November 16, 2023, to arrange a complimentary inspection, free of charge to ******************  During this conversation, ***** reiterated the U/C warranty and will determine if any further assistance, will be provided once the inspection has been completed.  ****************** will be in contact with ***** to set up his service appointment once ****************** schedule becomes available.    
  

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20777031
  
  I am rejecting this response because:
  I appreciate Longo finally getting back with a response, it took quite some time and fortunately for us BBB assisted, otherwise Im a positive Longo wouldnt have ever given us the time to offer any response. Unfortunately this resolution is being rejected because the inspection Longo is offering is extremely minimal because the vehicle is not mechanically sound. Once the inspection is completed, hopefully Longo will then offer a proper solution. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/30/2023

  The weekend of November 25, 2023, ********************* U/C Sales Director had the pleasure of speaking with ****************** about their concerns.  Guest states theres a transmission concern,Longo service department found a manufacture bulletin with Chrysler that could possiblefix the transmission issue.   If Chrysler (dealership) does not cover and it needs a transmission, Longo will offer some goodwill support to fix, but will not cover the entire repair.  Guest stated he will take the vehicle to Chrysler near him as he lives in Rialto.  Longo has agreed to deliver the vehicle back to ****************** once the other concerns are addressed (driver side window glass & rubbing noise in steering wheel).During this conversation, ***** reiterated to ******************, at the time of purchase they were able to purchase a *************** Agreement (VSA), which would have possibly covered their concerned items and guest declined to add to their purchase.  There is a Used Car Warranty of 3K miles and or 3M whichever comes first. Guest has close to 5K miles from the time of purchase, which voids this agreement.  As another goodwill gesture,Longo has agreed to repair the glass on the driver side window and has also inspected vehicle free of charge for the rubber sound, when steering wheel is turning and vehicles going into reverse. During this inspection, Longos certified technicians were not able to duplicate this concern for the rubber sound. Consumer does have ***************** direct contact information if they have any further questions.  We will note the contact information as well in our response D: ************ or E: *****************************************.  Longo feels the offer set forth in our summery,to ****************** is reasonable and were regretful knowing our efforts, to resolve these matters are not satisfactory to the consumer.  ****************** final rebuttal has been shared with our Mgmt team.     

• Initial Complaint

  Date:09/21/2023

  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.

  We went in sept 18, 2023 to get truck checked because it has a driver seat crack there technician said that its not covered by warranty due to being outside influence. I dont understand how a truck barely purchased seat could be broken

  Business Response

  Date: 05/29/2024

  As a requirement of the Better Business Bureau, its a company responsibility to respond to all cases set forth even though this case was opened on September 20,2023 and a request to respond was made on May 28, 2024.   First, we would like to extend our apology to ************** for any dissatisfaction they may have experienced with the last visit to Longo Toyota on September 19, 2023, referencing to repair order # *******.  Ms. ****** opened a Toyota case # ************ due to the following concerns on their 2022 Toyota Tundra. Guest states front driver's side seat cushion shield has a crack. Our technician inspected, verified guest concern and it was determined the side seat shield was broken and out of place.  The shield faulty was determined to be caused by outside influence and not a manufacture defect.  **************** last visit to Longo Toyota,theyve been maintaining their vehicle at Toyota of ***************