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:04/24/2025

  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 2021 ************* E450 from Toyota of Huntington Beach in March 2024. The dealer added a Cilajet paint protection package worth $1,295 (before tax) to my loan without clearly disclosing that it was optional or explaining its terms.I was not made aware of this fee at the time of signing and received no follow-up information or service notification. I discovered this charge only after I fully paid off my loan early, 6 months into the 72-month term.When I requested a refund, the dealer refused and only sent me a copy of a signed form that was buried among other paperwork at the time of purchase. They could not provide installation proof, service use record, or refund policy document beyond the form.I had a similar issue with a Security System fee ($1,400 with tax) also added to my loan. That item was eventually refunded at 03/35/3025 ,after I challenged it and requested documentation.I believe this Cilajet charge was not transparently communicated and should also be eligible for refund. The transaction felt misleading, and I have made multiple attempts to resolve it directly with the dealer and Toyotas ************************

  

  Business Response

  Date: 04/25/2025

  I just put a call in a text into this customer. Ive spoken with her before. Im just waiting for a response.

• Initial Complaint

  Date:04/18/2025

  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 purchased a used car from this dealership on March 8th. I love the car but ever since Ive had this situation with the dealership the whole experience has just turned horrible. To begin with my finance manager was *****. He intentionally gave me 2 years of oil change services and throughout the whole Process of getting the car I was told the first year would be free. After a few days of receiving the car I looked at the documents and saw the amount, the term, and the service. 2 years of oil changes for $1500. I immediately contacted him and told him I did NOT want that. That was March 13th. I got no response. I called him a few times no response. Throughout that time I called Toyota financial services but for some odd reason they werent able to pull up the application for the service agreement. They said that was odd because it should only Take 3-5 days to submit an application and by then it had been a week and a half to 2 weeks . So I was told by Toyota finances to go to the dealership in person to cancel. March 31st I went in and I signed a cancellation paper with another finance manager. He reassured me that it would be cancelled and that I would not have an issue. A copy was supposed to be left with ***** so he can cancel it since he did the service agreement. 3 days passed by and I just had a feeling to check if it truly was canceled so I called ***** and by a miracle he actually answered. I asked him about the service and he had no idea what I was talking about. He just said to send a picture of it and my name I did. I waited 2 days and I never got an answer back. Never got an update. Long story short after multiple called to the dealership, with multiple people and even the manager it was finally canceled. Only issue Im running into now agate ALL this time is no one is providing me with a copy of the cancellation and ***** still wont answer my messages. I spoke to him 3-4 days ago said hed get back to me never did. Dont go to this dealership.

  

  Business Response

  Date: 04/20/2025

  The cancellations are processed. It takes a financial of 30 days. To refund the money to the principal of the loan.

• Initial Complaint

  Date:03/12/2025

  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 took my car, a 2012 Camry, for service on March 12th, 2025 for routine service (oil change, point inspection, tire rotation, etc) and added a request for the tech to look into my AC that has been acting odd for the past couple weeks. My service *** informed me that they would need to get back to me on a quote after the initial AC inspection. I was later contacted by my *** that a diagnostic would be required and that the price of the diagnostic would be $405 AND that price also included the cost of the potential ***airs. I then clearly and directly asked, if I approved the inspection, can the price of the ***airs be changed or increased to higher than the quoted amount of $405 after the diagnostic. I was informed, that no the price would not be higher than $405 and that in all likelihood, it could be lower. Fast forward to a few hours later and the *** call me back to inform me that there was some system short circuit and that they would need to order a new part/component at the price of $1800. Since the final ***air quote was clearly higher than the $405 maximum I had come to understand in my earlier conversation with the ***, I declined to authorize the $1800 ***air, only to then be informed that I would still be billed the full $405 for just the diagnostic and that they meant the $405 would only go toward the ***airs. This entire exchange feels like they baited me to authorize the diagnostic, lied to me when I clearly asked if the price of ***airs would exceed the $405, and then strong armed me into paying it after I declined the full $1800 ***air cost. I could sympathize with prorating the cost of the diagnostic for services rendered, but to claim that the $405 also had a good chance of being reduced once the problem was identified and would cover the diagnostic + ***airs only to then cover a diagnostic with no actual fix to the problem, is outrageous and dishonest.

  

  Business Response

  Date: 03/13/2025

  Customer is coming in this afternoon on March 13 to resolve the issue.
  

  ****** ******

• Initial Complaint

  Date:01/24/2025

  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 purchased a new car Dec 4th. I called and text messaged the next day to speak with the Finance Manager with 2 different people 3 separate times to cancel a warranty and discuss hidden fees. I was not shown what I was signing at the time of purchase. It was very difficult to connect with the Finance Manager. I requested a cancellation of a Tire and Wheel agreement with cosmetic coverage, and signed this cancellation form December 13th. I was told I would get a refund of $1995.00, and a deduction from the total loan. I repeatedly requested this refund as I have not received a check yet by mail, and have received around five billing and miscellaneous mail from Toyota of Huntington Beach. I also requested Dec 26th a cancellation of the extended warranty of $7995.00. It took several texts and emails to finally get sent a form. I was sent a blank form Jan 3rd to sign with no pricing. I requested they correct this and was sent the corrected form Jan 4th. I signed this form and sent by email Jan. 5th. I requested an updated finance charge fee with the deducted $1995 and $7995 out of the total loan. I still have not received the updated loan price and updated finance charge fee which I have requested.

  

  Business Response

  Date: 01/25/2025

  Customer is coming in Wednesday at 11 oclock to resolve all issues
  

  ****** ******

• Initial Complaint

  Date:01/14/2025

  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 am writing to formally express my ongoing frustration and dissatisfaction with the service I have received from Huntington Beach Toyota regarding my Toyota Sienna minivan. The issue pertains to the left middle passenger seat, which has repeatedly failed to fold back due to faulty seat cables.Initially, when the seat first malfunctioned, the car was still under warranty. I brought it to the dealership for repair, expecting a comprehensive fix. However, rather than replacing the faulty cables, the service team merely reattached them, resulting in the seat breaking again just two months later. Upon returning the vehicle for further service, the same inadequate repair was performed, and once again, the seat failed shortly thereafter.After the third instance of the same issue, I was informed by the dealership that they would no longer cover the repair under warranty, and I would have to pay $1200 for the service. This was despite the fact that the problem persisted from the initial service under warranty.I specifically dealt with **** *********, who assured me that the seat cables would be replaced properly. Despite his promises, no action was taken. I called Mr. ********* five times seeking updates or to schedule a repair, but I received no callbacks. My attempts to speak with the service manager were equally fruitless, as my calls were never returned.This issue has now persisted for at least six months, causing significant inconvenience and safety concerns. I am requesting that Huntington Beach Toyota honor the warranty by properly replacing the seat cables at no charge to me, as should have been done initially. I urge the dealership to do the right thing by addressing this persistent issue with the attention and resolution it warrants.

  

  Business Response

  Date: 01/14/2025

  Call the customer and there is no voicemail set up. They are welcome to bring the car in so we can look at it and get it fixed for them. Please give me a call back ****** Toyota Huntington Beach. My number is ************

• Initial Complaint

  Date:10/10/2024

  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 September 19th, I went in to reserve a car for 1000$ at Toyota of Huntington Beach. Went to different dealership and got a better deal. Toyota told me that my deposit was completely refundable, and yet 3 weeks later still have not issued a refund. They don't call me back when I leave messages, and I have to call repeatedly to get any news or progress, of which there has been none. This is bad business, and they need to be better

  

  Business Response

  Date: 10/11/2024

  I have a check that will be mailed out to the customer today

   

  Dustin Franke

• Initial Complaint

  Date:08/30/2024

  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.

  Toyota of Huntington Beach, California We were guaranteed 6% interest rate with a $550 monthly payment through in house financing, we signed all papers, was giving a hard copy of the contract on a usb, was given the keys, shook hands, got guaranteed negotiations settlement at 6% interest rate & $550 monthly payment, told us the ******************** would be received through mail. Fast forward to August 29, 2024 they said our loan fell through, the only bank to accept us was Westlake and our payment needed to increase to $650 and interest rate to 12%. My mom and i consent in house financing directly with dealership. We did not consent for our credit to be ran through multiple banks to find a different loan approval. I then go to the usb and open the copy of the contract, and find out i was given and empty usb with no contract.

  

  Business Response

  Date: 09/02/2024

  We came to an agreement to take the car back from the customer 

• Initial Complaint

  Date:08/28/2024

  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.

  Our car was presented for routine 60K service on 8/22/24 by my wife; we informed (i was on the phone) of the list of service tasks that were to be done. The service writer included a listing of services listed under "Additional Items for Special Operating Conditions" as published in the Toyota Warranty and Maintenance Guidebook, without disclosure. The Guidebook specifically states under a Footnote, "Perform these service items only if you drive primarily under the conditions indicated." These conditions include "driving on dirt or dusty roads, driving while towing, using a car-top carrier, or heavy vehicle loading, extensive idling and/or low speed driving for a ling distance such as police, fire, taxi or door-to-door delivery use" per the manual.Due to the lack of disclosure, we were deceived into authorizing these services contrary to Toyota's recommendation. We spoke with the Service Manager who dismissed our concern as we had "authorized" the service, albeit under false pretenses. We requested a call from the General Manager and received none. We filed a complaint with Toyota's ******************* and received no response.The cost of these additional services was $889.80 for which we are requesting a refund.

  

  Business Response

  Date: 09/05/2024

  We are refunding the customer

  Customer Answer

  Date: 09/09/2024

  
  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:06/05/2024

  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.

  I had purchased a 2024 Toyota bz4x. The car only came with 1 key fob my key was stolen Im using my phone for the key. How ever i need a key dealership and corporate is refuseing to purchase a new key. **** has been in an accident. I need a new key made for this car. Asap I cannot afford to wait three weeks to a month for the key to come in. This is super stressful for me to have to deal with and also my mom as well Toyota is refusing to also reimburse me for keys that I bought that are genuine Toyota parts and they also are refusing to program them so I have to get a locksmith to program them I have purchased more than three cars from the dealership and continue to want to purchase more cars in the future if they can make this right for me

  

  Business Response

  Date: 06/06/2024

  We Toyota of Huntington Beach and Toyota Motor Sales ************* are not refusing to supply customer with key. ********************** Brand Engagement is offering a Goodwill Key but keys are on national backorder status and no eta- customer was here yesterday and supplied two keys that he purchased from a lock ***** but were incorrect part numbers. I have been in communication with Toyota Brand Engagement Rep. since last week although I understand his frustration we Toyota HB & Toyota Motors Sales are attempting to do the most we can to expedite this key. As soon as parts are available customer will be notified via mail from **********************. 

• Initial Complaint

  Date:05/21/2024

  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.

  We came to ****** in Jan of 2024 to sell my mothers Rav4 who was dying. They had the Toyata finalcial inforamtion on what she owed and made an offer on the car giving us about $632.14 refund. She also had a warrantly on the vehicle which was going to be refunded in the amount of $2161.80. They let us know it would be coming from two different places. They took delivery of the car on Jan 18th and said we would have our refunds in 2 months. It's now been 5 months and they are refusing to honor the deal we made with documentation. We have contacted the sales manager for months and he keeps giving us the run around. We have signed receipts showing what they owe us and they are refusing to pay us. We want our mother's refund for her vehicle and warranty so that we can close this matter. This is criminal what they are doing. They took the car and are not honoring the signed agrreement for buying the car.

  

  Business Response

  Date: 05/21/2024

  Spoke with customer and the mail did not forward the checks to them. Check are being mailed out to the Texas address today.

   

  *************************

  ************

  Customer Answer

  Date: 05/26/2024

  
  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,
  
  *******************************