ComplaintsforToyota of Huntington Beach

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  05/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  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

  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 response

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

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday, 3/18 we took our 2023 Bz4x in for service with a stated customer complaint of the splash guard being detached from the bumper. On 3/18 this issue was repaired and a due/general service was completed. When we picked the car up the splash guard was fixed. However, there was no notation of the customer statement, not the repair noted on our copy of the service ticket we received upon picking the vehicle up.While driving home the next day this repair to the bumper/splash guard failed, and we took the car back to the service ***** On this day, the same service writer from Monday did document the customer statement and they then informed us that the damage was caused by us, from dragging on the road, and we explained this only happened after the 3/18 repair. They again fixed the bumper noting a temporary fix while they told us they would submit a warranty claim. This temp fix also failed and we again brought the vehicle back for a 3rd time to this service *****This is where the issues of integrity came into question as the service manager, ****, stated I dont think we touched your vehicle on 3/18. Flabbergasted and in disbelief we had our vehicle towed to a different Toyota dealership so that we could file a compliant that the damaged caused to our vehicle is as a result of an undocumented repair that occurred on 3/18.To date, 18 days later, we still do not have our vehicle repaired as we await the warranty claim determination (according to Toyota). We are told this repair could be thousands of dollars out of pocket. Conflict: on 3/25 we were informed by Toyota of Orange that the warranty claim was denied and that Toyota of Orange would be submitting a new claim to include the 3/18 event. We were told that on 3/25 & 28.We have also asked on multiple occasions to speak with the **************** Manager and we have been denied.We feel that no one has listened to our side of the true service story that resulted in damage to our vehicle.

  

  Business response

  04/05/2024

  Tell us why here...Vehicle came in 03/18 13:52pm with front lower shield hanging (images taken on iPad upon check in). verbal conversation between customer and advisor where advisor told customer since vehicle is going to be up in air we will attempt to secure-visible damage customer came back in 3/********** with front lower shield hanging (images taken on iPad upon check in). we attempted to secure best as possible, it was not hanging as bad as it was initially 03/18. We secured best as possible again and advised customer wed submit for goodwill assistance to Toyota. Customer brought vehicle back in 03/22 and demanded it be fixed under warranty. Explained to customer that due to signs of outside influence it has to be authorized by Toyota and that Toyota had not replied back to us.Explained to  ********* via phone call that she could authorize the repair and if Toyota did indeed offer assistance we could submit for reimbursement.She requested I send her an email where she authorized the repair but 20min later ***** is showed up to tow vehicle out. 03/26 Toyota declined any goodwill assistance. 

   

  ************************;

  Toyota of Huntington Beach

  Customer response

  04/05/2024

  the statements the dealership is making re: 3/18 vehicle drop off are untrue and outside of the intake photos there is no documentation of the repair they performed.  When the 3/18 repair failed it caused more damage to the clips that are now broken.

  We never demanded warranty, we demanded an explanation as to why the 3/18 repairs are not noted on the customer statement nor the service record provided to us.

  we have be told as recently as yesterday, 4/5, that because HB Toyota has an OPEN goodwill claim, we that Toyota of Orange cannot submit one.

  when we left HB Toyota we asked, is the claim with Toyota? Answer - yes.  If its approved and were at a different dealership, can we get the repair done there? . Answer- yes.

  due to the dishonestly and lack of integrity and overall poor customer service, we took the vehicle to a dealer who has a proven track record of high level customer service.

  only after a very inflammation statement made by service manager ****, stating I dont think we touched your vehicle on Monday 3/18, did we elect to have the vehicle towed to a different Toyota dealership to report the 3/18 undocumented repair and subsequent damage.

   

  

  Business response

  04/08/2024

  On Monday, 3/18 we took our 2023 Bz4x in for service with a stated customer complaint of the splash guard being detached from the bumper. On 3/18 this issue was repaired and a due/general service was completed. When we picked the car up the splash guard was fixed. However, there was no notation of the customer statement, not the repair noted on our copy of the service ticket we received upon picking the vehicle up. While driving home the next day this repair to the bumper/splash guard failed, and we took the car back to the service ***** On this day, the same service writer from Monday did document the customer statement and they then informed us that the damage was caused by us, from dragging on the road,and we explained this only happened after the 3/18 repair. They again fixed the bumper noting a temporary fix while they told us they would submit a warranty claim. This temp fix also failed and we again brought the vehicle back for a 3rd time to this service ***** This is where the issues of integrity came into question as the service manager, ****, stated I dont think we touched your vehicle on 3/18. Flabbergasted and in disbelief we had our vehicle towed to a different Toyota dealership so that we could file a compliant that the damaged caused to our vehicle is as a result of an undocumented repair that occurred on 3/18. To date, 18 days later, we still do not have our vehicle repaired as we await the warranty claim determination (according to Toyota). We are told this repair could be thousands of dollars out of pocket. Conflict: on 3/25 we were informed by Toyota of Orange that the warranty claim was denied and that Toyota of Orange would be submitting a new claim to include the 3/18 event. We were told that on 3/25 & 28. We have also asked on multiple occasions to speak with the **************** Manager and we have been denied. We feel that no one has listened to our side of the true service story that resulted in damage to our vehicle.

  Customer response

  04/08/2024

  The business did not respond and only copied the complaint and pasted it within the response: no new input.

   

   

  

  Business response

  06/26/2024

  Tell us why here...Tell us why here...Vehicle came in 03/18 13:52pm with front lower shield hanging (images taken on iPad upon check in). verbal conversation between customer and advisor where advisor told customer since vehicle is going to be up in air we will attempt to secure- visible damage customer came back in 3/********** with front lower shield hanging (images taken on iPad upon check in). we attempted to secure best as possible, it was not hanging as bad as it was initially 03/18. We secured best as possible again and advised customer wed submit for goodwill assistance to Toyota. Customer brought vehicle back in 03/22 and demanded it be fixed under warranty. Explained to customer that due to signs of outside influence it has to be authorized by Toyota and that Toyota had not replied back to us. Explained to  ********* via phone call that she could authorize the repair and if Toyota did indeed offer assistance we could submit for reimbursement. She requested I send her an email where she authorized the repair but 20min later ***** is showed up to tow vehicle out. 03/26 Toyota declined any goodwill assistance. 
  
  ************************;
  Toyota of Huntington Beach

  

  Business response

  06/27/2024

  Tell us why here...Tell us why here...Vehicle came in 03/18 13:52pm with front lower shield hanging (images taken on iPad upon check in). verbal conversation between customer and advisor where advisor told customer since vehicle is going to be up in air we will attempt to secure- visible damage customer came back in 3/********** with front lower shield hanging (images taken on iPad upon check in). we attempted to secure best as possible, it was not hanging as bad as it was initially 03/18. We secured best as possible again and advised customer wed submit for goodwill assistance to Toyota. Customer brought vehicle back in 03/22 and demanded it be fixed under warranty. Explained to customer that due to signs of outside influence it has to be authorized by Toyota and that Toyota had not replied back to us. Explained to  ********* via phone call that she could authorize the repair and if Toyota did indeed offer assistance we could submit for reimbursement. She requested I send her an email where she authorized the repair but 20min later ***** is showed up to tow vehicle out. 03/26 Toyota declined any goodwill assistance. 

  Customer response

  06/27/2024

  It is unfortunate that HB Toyota continues to tell an untrue story.  We certainly never made any demands of warranty repair in the setting of a good will claim already being placed.  The reason for leaving the dealership was completely related to the poor customer service, lack of follow through to stated verbal promises, and disrespectful communications that were already previously described in this BBB complaint.  We have proof of multiple contradictions in this dealerships communication to us regarding the good will claim and the horrible customer service we experienced regarding this event, as we were provided Internal Toyota info from the other local dealer where we took our car to for repair.  Also important to note, and also a contradiction in info from HB Toyota, prior to taking our car out of the dealership, we asked if the good will claim would be valid at any other Toyota dealership and we were told by the service manager ****, yes.  However, upon taking our vehicle to another local dealer we learned that because HB Toyota had an open good will claim, the other dealer could not input one.  At the end of the day, this was about an undocumented repair being made to our vehicle that resulted in more damage and out of pocket expense.  It was very clear to us that the culture and integrity of HB Toyota is less than what loyal Toyota customer have become accustomed to and what Toyota corporate expects.

  We are very appreciative of BBB for the continued support and communication in what was for us a shocking and unforgettable experience of lies, cover-up, and *********.

   

   

  
  

  

  Business response

  06/27/2024

  Vehicle came in 03/18 13:52pm with front lower shield hanging (images taken on iPad upon check in). verbal conversation between customer and advisor where advisor told customer since vehicle is going to be up in air we will attempt to secure- visible damage customer came back in 3/********** with front lower shield hanging (images taken on iPad upon check in). we attempted to secure best as possible, it was not hanging as bad as it was initially 03/18. We secured best as possible again and advised customer wed submit for goodwill assistance to Toyota. Customer brought vehicle back in 03/22 and demanded it be fixed under warranty. Explained to customer that due to signs of outside influence it has to be authorized by Toyota and that Toyota had not replied back to us. Explained to  ********* via phone call that she could authorize the repair and if Toyota did indeed offer assistance we could submit for reimbursement. She requested I send her an email where she authorized the repair but 20min later ***** is showed up to tow vehicle out. 03/26 Toyota declined any goodwill assistance. 

• Initial Complaint

  03/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have contacted the dealer on several occasions and different days regarding a used vehicle that is being advertised on their website. I am assured by several representatives and including general mangers that the vehicle is available and when I try to schedule an appointment to come visit the dealer and sign on the specific vehicle the dealer always comes up the excuse that the vehicle has been sold, but try to insist in selling a brand new vehicle. I just find it plain out disrespectful, distrust, false advertisement, and a scam the dealership is utilizing to try to get unsuspecting costumers to come into the dealer and upsell you on a more expensive vehicle. As of this morning the vehicle is available again but when you call they confirm the vehicle stock number P2285 is available for purchase then once you let them know that is the only vehicle you are interested in or that you are on your way they say the vehicle has " been sold"***********************************************************************************************************************

  

  Business response

  03/26/2024

  I am currently speaking with the customer and trying to find her the car that fits her needs and budget

  ************************;

  Toyota of Huntington Beach

   

   

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased this car from Toyota Huntington Beach. The car was supposed to come with 2 keys and floor mats. They could not find the second key and or floor mats. They told me they would call me when it was ready to be picked up. They never called. When I called back days later, they said to come in. When I went back they said again that they could not find the keys and that they would cut a new key and provide new floor mats. After 2 weeks I called back and they told me they have no record of the order for the items even though they provided a receipt.

  

  Business response

  02/27/2024

  Customer was set up with an  appointment for a second key yesterday

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car stops when parked and have to wait few minutes for it to turn back on. This issue started in November. Took it to the dealer. Paid almost 400 dollars, they said the code says it's the battery, purchased a new battery, car stopped again. They said the new battery was dead and defective. Changed the Battery. The car still stopped and gives the same error message. They claimed they need it on weekdays and will find me a rental. two weeks passed and no one has been contacting me. called the manager ******. Manager suggested purchase extended warranty. In other words, they can't fix the issue but want me to pay money for them to have more time not fixing the issue. Dealt with terrible advisors, ******** or *********, ****, ******* or *******. The other suggestion was when the car turns off I call a towing company and pay out of pocket to get it to the dealer to check the code. Ia sked how about if it started at the dealer. ****** said that's fine because the code is in the history they can still read it. I asked then what's the point of towing , why can't I bring it myself when it starts , his response was that he's not an advisor so he doesn't know. Nothing they say make sense, there are so many complaints online about this dealer. They should not treat their customers that way. They are clearly not familiar with the hybrid system and they clearly have the worst advisors. I spent so much money so far and the car is a 2021 Toyota sienna so it's fairly new ...................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................

  

  Business response

  02/06/2024

  I have already spoken to the customer and invited them in to solve any problems they are having 

  Customer response

  02/06/2024

  they called me but never resolved anything , they said the advisor will contact me but he never did , they were so rude and short 

  

  Business response

  02/07/2024

  Customer needs to bring to car to ** asap

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Prius Prime on 1/16/24.I traded in my 2019 Prius.Toyota of HB agreed to pay of the balance of the 2019 Prius which was approximately $8200.00.On 1/25/224 my bank account was charged $415 for a car I no longer owned On 1/25/24 I spoke with Toyota Financial who said the loan had not been paid off On 1/25/24 I spoke with ***** from finance who admitted the paperwork had not been processed On 1/26/24 Toyota HB paid off the 2019 Prius with a payment of approximately $7750 ($8200.00 minus the $415 which was deducted from my account)I spoke with ********************** Financial who were very clear about how much was paid by HB Toyota and were very clear on how dealerships fraud their customers.I spoke with ***** from finance who tried to speak over me, attempted to gas light me, telling me it was Toyota Financials' fault, and it was they who would be refunding me the $415.He then transferred me to another person, an older man with a raspy voice who said they would refund me in maybe 2- 3 weeks once title etc. had been receivedand it was investigated.I told him I needed the money to pay my rent on 2/1/24 or I would be assessed a $75 late fee.He said he would look in to it and call me back.I am still waiting for his call back 24 hours after the fact.Today 2/1/24 I attempted to reach the owner of the dealership ********************* to voice my complaint.I want him to know that since 2016 I have purchased 4 cars from this dealership.and have spent in excess of $100,000 in the last 7 years.I want him to know how badly I have been treated by finance and managers who don't return the calls.I have called the dealership 10 times today requesting ********************* contact email to try to resolve this dispute before I contacted the BBB.No one has gotten back to me.Perhaps **************** you will see this complaint, resolve this issue and re-train your staff/management or take down the sign at the side of the building saying you are #1 in HB.You used to be #1 You are #1 no longer.

  

  Business response

  02/02/2024

  Talked to customer and she is coming in for refund today

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

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a certified pre-owned 2021 Toyota RAV4 Hybrid with a 100,00 mile warranty on it that was included from the previous owner on October 9, 2023 from Toyota of HB (Huntington Beach). The price was $37500 with an 8% interest rate, the payment was $638 a month, which my goal was $500. He told me that $150 of it was in interest. I signed the paperwork knowing I could pay it off the following month with my bonus from work. He gave me the paperwork on a *** stick so I could not review it immediately. The following month I paid the car off on November 30 2023 & noticed I had paid $44595.06 for the RAV4 & chalked it up to a 1% early payoff & did not look at the paperwork because it was on the *** stick. On December 28 2023 I inspected the paperwork & noticed they charged me $4150 for a ****** mile warranty. I called Toyota Finance, ** (*****), they told me to contact the dealership. I drove to the dealership that day & spoke with one of **************** who had me fill out a service warranty cancelation form I signed ******* signed it, saying they would return the entire $4150 to ******* said that it could take anywhere from 3 to 6 weeks because Toyota Finance ** is backlogged with end of year stuff. It has been 4 weeks to the **** *** am moving, so I called Toyota Finance ** to change my address so that the check doesnt get lost in the mail. While I was on the phone with Toyota Finance ** I asked if they could check on the status of the check & the guy said it only takes 24 to 48 hours to process online & that Toyota HB has not submitted any paperwork. I called Toyota HB 5 times today & left voicemails because no one was available. They wrongly sold me a bogus warranty that I didnt want or ask for that is sub par to the 100k warranty & are withholding my funds & not doing there due diligence. Their ****************** should be criminal & they should not be allowed to operate & conduct business in this a way. I feel violated, angry & powerless over their actions.

  

  Business response

  01/26/2024

  Customer sent me the cancelation form this morning and everything is being taken care of, also spoke to the customer about her concerns. 

   

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

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

  Toyota of Huntington Beach 

• Initial Complaint

  01/14/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Hi there,I hope you are doing well. Please let me tell you what happened to me.On December 15th, I bought a Camry **** from Toyota of the Huntington Beach, Vin: *****************. They will not tell you anything the time you sign the contract and when you receive the bills from Toyota ********* Services, you find out that you got deceived. First, they will add the extended warranty Toyota VSA, Toyota Prepaid Maintenance, and the crappy ******************** without telling you. Yes, the car price is 27k, but the total money you need to pay will be 38k due to the added service. When I asked them hey the money on the contract was different from our agreement, the finance manager of Toyota Huntington Beach told me, "Hey, don't worry, it is just a fake number report to Toyota." I believe this is a fraud.Today I went to see the finance manager and he sent someone really "kind" to tell you that you can't cancel the services because you signed it and there is no cooling period. Lol, Toyota ********* Services claimed on the website and the contract that all services could be canceled, I am wondering if Toyota of Huntington Beach has more power than you, Toyota. After talking with the finance manager, he told me that the services from Toyota could be canceled but the ridiculous ******************** could not be canceled. Okay, cool, I suffer a **** bucks loss, good job. Although the finance manager let me sign a service cancelation request, I don't believe him at all. I will check on Monday with Toyota ********* Services.As for the quality of the car, it is really "amazing". My new Camry ****, which I bought within a month, reported an airbag system malfunction. What's more, when I went to pick it up and left the dealership for only 20 minutes, I found the car had another issue lol. The car warned that the buckle on the copilot was not fastened even though there was nothing on the copilot. Looking forward to your reply.

  

  Business response

  01/14/2024

  Customer is coming in at 1 oclock tomorrow afternoon to resolve everything. Thank you.
  

  ************************;

  Customer response

  01/15/2024

  
  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,
  
  Runxin Fan
  
   
  

• Initial Complaint

  01/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The letter I've attached pretty well describes most of the issues. I can address others when I speak with someone. Thank you for any help you can give me. *******************

  

  Business response

  01/11/2024

  This customer insisted that there was something wrong with her previous car and insisted that we trade her out of it. She knew the total price and about all the adds and agree and sign for the car. I am working on a front camera for the car as the do not have one that does not interfere with the Toyota safety sense and pre collision that is on the car. The customer knows about all of this, and i will be contacting her by phone today.  

   

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

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

  Customer response

  01/11/2024

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

*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. ↩