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:04/14/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 4/12/2025 I was contacted by the dealer through *********** I was looking for a new Toyota Grand Highlander hybrid and was offered a 2024 GLE and was told it was available. My wife and I went and immediately were ushered into the sales office and were asked about our preferences, color, trim, extras etc. The salesman then asked about the trade in , asked for the keys to get it appraised, and left us waiting for a long time. He came back and asked how we wanted to finance it. We explained that we were going through a credit union, and he wanted us to fill out a credit application. My wife asked for the keys and to show us the car we were interested in. He came back with the appraisal, which was too low compared to the actual value according to *******. By this time we were upset that they still had the keys, and were not shown the car, to which he answered his manager had them, and was steering us to different models. He then asked if we could put money down because we owed more than the appraised value . He then took us to the sales manager. He kept insisting on money down, This dealer was doing a bait and switch , and we were never shown the car. Every time we asked about it we got a different answer and changed the subject to a different model. We left extremely disappointed and upset with both the salesman and the sales manager. Im enclosing a screenshot of the car they used as bait.

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought a used Toyota Corolla (VIN *****************) from Norwalk Toyota on November 11, 2024. The *** says the sale was reported to them on November 18. My temporary registration and plates expired on February 9, 2025. On February 7, 2025, my permanent plates and registration had not arrived. The *** informed me that day that Norwalk Toyota had not fully paid the fees and taxes needed for registration. I contacted the dealership numerous times by phone, email, and the text chat on their webpage. Each time I was reassured a manager was working on my case, but my registration still has not been completed. Nobody will tell me the name(s) of the manager(s) working on this issue, and I can't get anyone to give me an update on what has been done and what is being done. The sales department at Norwalk referred me to someone named "******" at Envision Toyota ***********, but she never answers her phone, and has not responded to my voice mails. I don't know what else I can do to get my car properly registered before the 90 day operating permit the *** issued to me expires.

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 vehicle 5/19/2024 "NEW". Dealer promised the registration and plates within 2 weeks in order for me to get my carpool permit and decal. After a month, I started calling and they kept telling me 2 weeks. As the temporary plates were about to expire (90 day permit), I called again to advise them and they said I would be getting them in time and they were almost ready. At this point ******** (Toyota's **** disclosed that they had made a mistake an registered the vehicle to someone else and that the lienholder did not want to release the Title because the previous owner was making payments on it. When the temporary plates expired, I went to the *** to get an extension and they told me the vehicle was not registered on my name and that the lienholder was not the one on my contract. *** admin advised that I submit a complaint to the *** main office and provided me with a phone number. Vehicle was probably a return lease and they sold it to me again as new. At this time I am driving a vehicle with expired plates, that is not under my name, and that I am making payments on. I called the finance company that has my loan and they opened an investigation. I called again 9/3/2024 and they kept sending me to voice mail until I requested to speak to a Manager. **** (sales manager) called me back and promised that by Friday September 6th, 2024 my vehicle will be registered and I can pick up my plates. He also said if I get a citation that he would pay it, I know these are vague promises and since they are not in writing are not valid. It is unreasonable amount of time since the vehicle was purchased to be going through this. I request a resolution and if the vehicle can not be registered by this Friday 9/6/2024 Envision Toyota rescinds my contract for selling me a vehicle they don't have a Title for and they had sold prior.

• Initial Complaint

  Date:08/23/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  July 26 This is a scam car shop. This Toyota car shop cheated me. Without my knowledge, I was charged more than $3,400??, and these items were not voluntarily selected by me. I did not choose these options. They were added to my total charges without my knowledge. The license plate was promised to be sent to my home in three weeks, but I did not receive it. Because we do not understand English, we were very friendly to communicate with them using translation software, but when signing the contract at the end, he was unwilling to communicate with us using translation software, he just wrote the information on paper and asked us to translate it ourselves. This way of racial discrimination was carried out against us. I refused all the services he promoted. Please refund me the money that has been collected for services that I did not voluntarily purchase, more than $3,400. Refund me. If I have zero stars, I would rather give no stars.

• Initial Complaint

  Date:08/23/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  August 20, 2024 Better Business Bureau Subject: Complaint Against Envision Norwalk Toyota for Unauthorized Add-Ons to Vehicle Purchase Dear BBB Representative,I am writing to formally file a complaint against Envision Norwalk Toyota, located at ********************************************************************. I recently purchased a vehicle from this dealership and have encountered significant issues that I believe require your attention.On March 22, 2024, I purchased a 2024 Toyota Corolla Cross LE from Envision Norwalk Toyota. After carefully reviewing the purchase documents, I discovered that the dealership had added a charge for Toyota ************************ (TMIS-PPM) without my authorization. This add-on was never discussed during the sales process, and I did not consent to or sign any documentation agreeing to this additional cost.This practice is both misleading and unacceptable. I believe it constitutes a violation of consumer protection laws, as well as deceptive business ************ resolve this matter, I requested that the dealership:Remove the unauthorized charge from my purchase agreement.Refund any payments related to this add-on.Provide written confirmation that the contract has been revised accordingly.Unfortunately, despite my efforts to resolve this issue directly with the dealership, I have not received a satisfactory response. As a result, I am seeking the BBBs assistance in mediating this dispute to ensure that the dealership takes the necessary corrective actions.I am hopeful that with your intervention, this matter can be resolved quickly and fairly. I have attached copies of the relevant documents, including the purchase agreement and my correspondence with the dealership, to support my complaint.Thank you for your attention to this serious issue. I look forward to your guidance on the next steps.Sincerely,

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My husband and I visited the dealer on March 4, 2023 and he cosigned for my niece. We thought everything was fine however 24 days later, we received a message from **** the Finance Manager asking us to come back and sign a new contract. (Per the contract that we signed, it states that we should have been notified within 10 days), we told **** we were not returning to sign because of some issues that came afterwards and the conversation died there. They should have retrieve the vehicle from my niece or find a different cosigner however **** forged my husbands signature and submitted the new application to Toyota Finance with my husbands signature without his consent. We tried calling the dealer multiple times and instead they kept telling us they would "call us back" however no call back was every done. When we finally returned to the dealer, **** tells us that they "shredded" the new contract and that he didn't know who signed the new contracted. He did not give us a copy or any information on how the application was signed. We asked to speak to the General Manager and instead he kept us waiting. We called back to schedule an appointment with the General Manager and told him what our terms were and what we needed. He then said, that he would speak to upper management and get back to us. A week later he comes back to us without no response.The dealer offered to just take the truck back and the negative equity would go towards the new loan. but this is a voided contracted therefore I would like to have ******* return the vehicle to the dealer and obtain the deposit and the payments that have been made towards the vehicle which is about $6k. Because of the negligence, I have lost money on insurance, late payments and lost of equity, I would like Norwalk to take the truck, give me $6k and remove from my name.

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 feel that I was mislead in the covered warranty that I purchased when I bought my truck. I went in to the business to have the first oil change at 7200 miles. The service attendant stated that I would need to have an alignment and wheel balancing. I told him that this is a new truck and I did not need the alignment or wheel balancing. He told me that they needed to check the alignment for the purposes of the warranty. When I bought the warranty it was my understanding that that service would be covered. He took the truck for oil change and returned with a bill for alignment and wheel balancing (the oil change was covered, so the bill for $241.21 was for the alignment and well balancing that I told him not to do) When I got in the truck, the truck was pulling to the right. I returned to the business to communicate the truck felt dangerous to drive. They gave me a copy of the alignment that showed was now in the red and should have never been able to drive off the lot. I spoked to the supervisor and they put the alignment back to where it once was when I originally brought the truck in for the oil change. Since then I realized at time of purchase that the warranty that I was presented from Toyota was a third party warranty through ******. This is not the warranty I was originally was purchasing. I communicated I was displeased with the service I received and felt mislead and cancelled the warranties. They communicated that they would credit me in 10 days for the $4300.00 and put towards the principle of the vehicle and to this date approximately 3 weeks later have not received the credit. I feel I should receive the $241.21 for the alignment that the truck did not need or that Toyota does not recommend. This is my first purchase of a new vehicle and this has been a very disappointing experience.

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Dealership is forcing customers to get extra warranties, saying they can't sell a car without them when it clearly states on the contracts that it is an "optional" warranty. They also have the customer sign blindly and don't give them paperwork to see. They send you home with a memory stick which you have to upload to your computer to have access to your paperwork that you sign. When I went back in to go over the contract, I was told not to worry that I have 30 days to cancel the warranty but they still haven't canceled it and they are now refusing to get back to me about this issue. I have left several messages and even sent text messages to the sales man and finance guy. They also took my car as a trade-in and never made payment on my car. So now I have the other company calling for payment and it's ruining my credit. California law states that the dealership had 21 days to pay off a trade-in. It's been over a month and nothing has been done to pay off my old car.

• Initial Complaint

  Date:03/27/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 11/05/2023 I bought a used car from Envision Norwalk Toyota. Put down $3000 as a down payment towards the purchase of the car and financed the rest. After three months of not receiving the registration I went to the *** and was told that the car is still registered to the previous owners name. I contacted the dealership the next day to be told the same thing. these people are selling cars that don't even belong to them.

• Initial Complaint

  Date:03/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 went into my local Toyota dealer for an oil change on March 11th, after leaving the dealership 2 hours later as I was driving down the road my front tire hubcap came off and was ran over by the car behind me. I pulled over and went in the middle of the street to pick it up and contacted the dealership to let them know what happened and was told to bring it in and it would be taken care of by the service area. However when I arrived to the dealership I was turned away and was told that this was not Toyota's problem and that I need to go somewhere else to get it fixed. Before I went in for my oil change all four of my tires were perfectly installed and there was no issues with them I've been driving on them for over 2 years it wasn't until I left the dealership after my oil change that this problem occurred.