Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/30/2025

  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 bought an electric vehicle in 2024. I needed a time of sale report so that I could receive the tax credit when I file my taxes. I kept calling every few days for 2.5 weeks and they just kept telling me someone will contact me. I finally went in to ask for it and the guy at the front desk said I shouldn't need it to get the tax credit. It clearly says on the *** website that it is necessary to get the credit. The man at the front desk made me sound like I was asking for something crazy. And said they wouldn't have a record of that from the year prior anyway. I was unable to get the information I needed, so I was unable to claim the $4k credit when filing my taxes.

  

  Business Response

  Date: 03/31/2025

  Hello,

  We don't advise or assist with your $4k tax credit- Please consult with your CPA.

   

  Thank you

• Initial Complaint

  Date:03/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase Price false advertisement.Looking in ************************** I requested the purchase of a Toyota Tacoma TRD PRO 2025, through the website. The vehicle was listed at $63764. Upon submitting the purchase request i received an email of 3 additional step left for final purchase, and that i will be receiving a call from a representative of the dealership. I which i did. When I received the call i asked if there were any stipulations to receive the price above that was listed on the website. The representative said no, i continued to set the appointment at 9:00am on March 22, 2025. As such I was able to obtain a pre- approval loan amount that would cover the advertised price. Come appointment day I travel over 3 hour to the dealership to complete and sign paperwork, with pre- approval letter on hand. I set down with the **** and he takes my information down and after such he prints a paper showing the price of the vehicle. I point out to him that that was not the advertised price. So i had taken screenshots and showed him as well as the email i had received showing the price. He went and talked to his manager and corrected the price but added additional options i did not request on to the quote. i advised him that my pre- approval does not cover the additional options he added on. He again returned to his manager and a few minutes returned and said they would not be able to sale me the vehicle as they had another buy willing to purchase the options. I advised him that the purchase price was not contingent on additional options. But my loan is $72k so any added options would have to stay at/or under my approved loan amount. He then said if he could get me a better rate would that work. i said yes. He came back with a rate above 10% and over $1400 monthly payments. i advised him that that was worst then what i am getting from my bank. They dealership refused to honor the advertised price if options were not purchased. this is false advertisement

  

  Business Response

  Date: 03/23/2025

  Hello,

   

  This guest was not sold the vehicle because 11 out of 11 banks we submitted - turned down his application including Toyota Financial.

   

  Thank you 

  Customer Answer

  Date: 03/23/2025

   
  Complaint: 23103172
  
  I am rejecting this response because:

  I was already pre-approved by my bank and that amount would have cover the advertised price of the vehicle.  The loan through their financing was a hight interest rate and my monthly payments would be higher.  Doesn't make sense to accept a worst rate.  

  At this point i don't care for a response as their action was false advertisement.  

  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 03/24/2025

  Sorry but we did not have any approval.

   

  Thank you

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23103172
  
  I am rejecting this response because:
  

  You mean you falsely advertised the price of the vehicle to get consumers into your dealership so you can try to rip they off by trying to add optional equipment they do not want.  When they do not want the added option you refuse to honor the advertised price.

  Your sale  rep even said he couldn't sell the vehicle if i do not buy any of the options.   That would mean that they are not options and are added cost, such that the advertised price was a false price.  

  No response required.  Just pointing out this unethical business practice. 

  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:03/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Downtown Auto Center improperly installed the differential drain plug on my 2016 Subaru Crosstrek on Feb 19, 2025 during servicing. Due to this mistake, differential fluid drained from my vehicle, leading to significant damage to the transmission and axle. After experiencing mechanical issues on March 11, 2025, I had my vehicle inspected initially by a mechanic at ************************* in ********** NV, which is where my car broke down, and subsequently by a technician at **** **** Subaru in *****************, both of whom confirmed that the damage was a direct result of this shops improper installation. I sought reimbursement from this shop for the cost of the repairs and associated expenses but they declined to take responsibility, so I am respectfully requesting that BBB investigate this matter and take appropriate action to hold Downtown Auto Center accountable for their negligent work. I would appreciate any assistance in securing reimbursement for my repair costs.

  

  Business Response

  Date: 03/22/2025

  Hello,

   

  Any complaints need to be investigated with an inspection of the vehicle prior to accepting responsibility for any damages- Customer drove the vehicle to another State- repaired without our authorization and or inspection . 

   

  Sorry- We will not pay for any repairs.

   

  Thank you

  Customer Answer

  Date: 03/22/2025

   
  Complaint: 23101529
  
  I am rejecting this response because:
  
  It is not illegal to drive my car out of state and it is not reasonable or practical to demand that we tow our damaged car back to ******* from **** at our own expense. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 03/24/2025

  Sorry you feel that way- Damage has to be verified before any authorization is given. Request is Denied.

   

  Thank you

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23101529
  
  I am rejecting this response. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/10/2025

  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 bought a "tire warranty" which was misrepresented by the salesperson (they said it was always worth buying because you can replace your tires when they are worn, I have since been told by the service department that it does not cover normal wear, I confirmed in the paperwork that the salesperson misled me, and the service person is correct). I went for normal service and they said my tire warranty is canceled. I asked why, they said they could not help me. I have made >10 calls and left messages to get a refund or to get the warranty reinstated. Any time I talk to a person, they can not help me (I've tried sales, service, and finance departments). I even tried corporate Toyota as opposed to that dealership. Any time I leave a message I get no reply. Car VIN is *****************. Purchase price of the tire and wheel protection is $1600. I suspect they will say I failed to maintain the vehicle because I went for maintenance at ~9 mo and 5000 miles instead of 6 mo, but I went when the salesperson and the car notifications told me, at 5000 miles, and I'm not even able to get or refute their explanation of the cancelation because they will not return my calls.

  

  Business Response

  Date: 03/10/2025

  Hello- we dont show any record of your purchase for tire and wheel coverage - please contact our office and we can go over your contract and further assist.

   

  Thank you 

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23046292
  
  I am rejecting this response because: The reciept is signed by the dealership in the attachment to my BBB case. I called again at 10:18 today to discuss and a nice gentleman said it needs to go to a manager and manager is in the meeting and will call me back right after. As with my previous attempts to leave messages, there was no call back.
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 03/12/2025

  This guest has not contacted the dealer- We will gladly assist once she contacts us.

   

  Thank you

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23046292
  
  I am rejecting this response because: The guest contacted the business at 10:18am on 3/11/25 (also 9:18am on 3/4/25 and 10:18am on 1/13/25 and today at 11:58am), left a message and was told someone would return the call. Please see attached call logs. I have been calling the Toyota **************** as that is who sold me this item that it is being alleged I did not buy. Please feel free to provide a direct extension if you would like, as I have provably called multiple times to try to resolve this matter.

  Sincerely,

  ****** ****

  

  Business Response

  Date: 03/14/2025

  This guest did NOT purchase the product she is stating she purchased. We can't assist any further.

   

  Thank you. 

  Customer Answer

  Date: 03/18/2025

  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. The person responding to this on behlaf of the business is unprofessional and rude. But after my fifth message with the business, a person finally called me back. They said that the person who executed my purchase agreement was no longer with them because of his sloppy contract work. When he changed my lender, he removed this warranty and never told me, but the person I talked to was able to confirm that the total from the first day and the week later agreement were different because this item was dropped. I thank you BBB for existing, because I'm pretty sure they would have continued to ignore my messages if I didn't have any recourse.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:02/25/2025

  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 am writing to file a complaint against Downtown Toyota of *******, located at ********************************. On 12/18/24 and 12/19/24, I took my 2020 Toyota RAV4 XLE to this dealership for its 60,000-mile maintenance service. I was charged a total of $1,621.80 for this service, an amount significantly higher than the standard rates for such maintenance. In addition, when I was told that I needed new tires, I spent an additional $1621.80.I have several concerns regarding this service:Overcharging for Service: The amount charged for the 60,000-mile service is exorbitant compared to standard rates. The invoice provided by the dealership lacks a clear breakdown of labor costs, which appear to be disproportionately high given the limited time my vehicle spent in the shop. I was only offered one level of service but in doing research I see that that there should be 3 levels. I was offered the highest tier only and told that was what I needed.Overpriced Tires: I was charged $300 per tire for identical tires that could have been purchased directly from ******** for $213 each. This significant price difference leads me to feel that I was taken advantage of, given my limited knowledge about cars.Lack of Response: I have attempted to contact the service advisor to address these concerns but other than the initial response, I have not received any response. This lack of communication is unacceptable and has left me feeling frustrated and ignored.I am seeking a resolution to this matter, including a refund or appropriate adjustment to reflect the overcharging for both the service and the tires. I trusted the dealership's expertise and expected fair treatment but instead feel that I was taken advantage of. It seems that gray hair and being a woman works against you especially if you are relying on the so-called experts to tell you what service is necessary.Thank you.

  

  Business Response

  Date: 02/26/2025

  Hello,

  Looking at records- this guest was given a quote which she accepted and had the work performed on her vehicle. She is more than welcome to visit our shop and we can go over the work we did on her vehicle in detail.

   

  Thank you, 

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22990577
  
  

  Thank you for your response. While I understand that I accepted the quote and had the work performed on my vehicle, my concerns are focused on the appropriateness and necessity of the services recommended, as well as the significant overcharging that I have identified post-service.
  
  I have since gathered information that indicates the pricing for both the service and the tires was far above standard rates. For example,the identical tires you provided could have been purchased for significantly less elsewhere.
  
  I appreciate the offer to review the work performed on my vehicle in detail. However, given the substantial discrepancy in charges, I am seeking a fair and transparent adjustment to reflect the overcharges
  
  Sincerely,
  
  Tzionah Rapaport

  

  Business Response

  Date: 02/26/2025

  I apologize but services that you approved were performed on your vehicle.

  There is no refund for services already performed and completed. 

   

  Thank you

• Initial Complaint

  Date:12/09/2024

  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 November 17 2024 , I bought a car from the downtown Toyota of *******, and then I bought another service about the cars safety and clean (LoJack , safecat and paint protection). But after that no matter how many times I called the salesman and texted him, he just told me tomorrow, after the next day I called him he told me I needed to wait after the Thanksgiving break, till December 5 2024, The guys phone is dead, and I also called the company, but they said I should call the salesman but I couldnt find him, I am very disappointed to the company, when I bought the car the salesman told me the service is for the cars life time, but I received the document is only covered 3 years, I dont know what is going on the company? If they dont want to service to me , please refund my money back, hope BBB can help me! Thanks

  

  Business Response

  Date: 12/10/2024

  Hello,

  We have no record of the customer contacting us- The signed document from the customer clearly shows 3 years- NO SUCH THING as lifetime.

   

  Thank you,

  ****** Zalmy 

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22658785
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ***.        When I bought this car the salesman promised us only the safe cat cover for 5 years ,others covered for the lifetime, if they cant do that, please refund my money back 

  

  Business Response

  Date: 12/11/2024

  Hello,

   

  Documentation is pretty clear here - we would like to invite the customer to the store to further discuss.

  Please Call during business hours to set up an appointment with our General Sales Manager ****** to go over documentation in detail .

  Thank you,

  ****** *****

  Customer Answer

  Date: 12/15/2024

   
  Complaint: 22658785
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ***.                         On Saturday, I go to the dealership and talk to the manager ******, though our conversation, I am sure they are already forgot everything, even though he suddenly called the salesman, I think he is already gone, they just didnt want to service me anymore!! Its fine, just cancel the contract and refund my money, I dont want to go back there anymore 

• Initial Complaint

  Date:06/13/2024

  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.

  5/31/24: I informed Downtown Toyota of ******* that I was from out of town and that I was interested in Prius. When I said I would come Tues, they said to come by Mon to get their Memorial Day deals. My appointment confirmed, Monday I arrived to find no deals and that they had no Prius'.6/3/24: Charges for a Corolla Cross Hybrid included a ~5K in addons and ~$4,995 in markups; brought to $1995 for a LoJack and $2895 mark-up. The dealer asked me what I was looking for, I told him: No mark up and no LoJack. He said the LoJack could not be removed, that all dealers these days had to have markups to survive, and repeatedly said it was a really good deal. He said he knew other dealer markups because there was a screen in their office that shows other dealers markups and prices. He told me that Roseville Toyota, which I mentioned, had 5K markups, that hybrids are scarce and it was unlikely that they would receive another Cross Hybrid for at least two months. He knew I needed a car soon.After purchasing, I learned LoJacks are removeable, that I was charged $1995 for a 3-year term Lojack when Amazon and other sites charge $895 including installation and that competitor, One Toyota of Oakland, sells ALL vehicles without add-ons for MSRP and had Cross Hybrids available.On 6/5/24 I met with a manager who said the tactics they used were typical; some people pay more and some people pay less. Then while pointing at my signature, he said, you signed. He said, you got a good deal as if to say, you were less screwed over than some people. You should be happy.A reasonable person would not consider ~5K in markups and an unnecessary and overpriced addon a good deal when the deal that I clearly stated I sought was known to be available at a neighboring dealer. To convince me that their offer was really good, the salesperson feigned scarcity, falsely claimed that markups were to be expected and necessary, and that the overpriced ****** could not be removed.

  

  Business Response

  Date: 06/13/2024

  Hello,

   

  Items requested are non refundable.

   

  Thank you

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21842817
  
  I am rejecting this response because: I did not ask for a refund. I asked for a billing adjustment. Please decrease the price for the Lojack and markup. Charging $1995 for a 3-year term Lojack worth $895 including installation is messed up.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/20/2024

  Hello,

   

  Item is non- refundable- We can't adjust.

   

  Thank you

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21842817
  
  
  I am rejecting this response because: The sale was made using deception and untrue information. The transactions should therefore be altered or voided. Please answer my questions. Your salesperson ***** took off all add-ons except the Lojack. When asked, so the Lojck cannot be taken off?, your salesperson, Senal (or *****?), said "no." Is that true? Can a Lojack be removed? Do you have the ability to remove any add-on? ***** said that all dealerships have markups to survive these days and that you have a screen showing your competitors in the back office. You are well aware that some other local dealerships do not have ******** or add-ons, yes or no? ***** said repeatedly that I was getting a good deal. Is $4995 over your competitors a good deal?
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/10/2024

  Type:Sales and Advertising 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 was shopping for cars, went to dealership where I was lied to and scammed into getting optional services I said I did not want nor did I ask for, and also it was never actually offered to me. This dealership uses shady sales tactics to add on additional services and will flat out lie. When I even stated I dont need any fancy car washes I can do that myself I was told it already comes with it and they cant take that off, also that if I change it I wouldnt get financed. I also had no idea they added LoJack to my car and I will admit I conceded to the optional service of the fancy (car wash which was thousands of dollars) because I was led to believe it had already been done to the car and I cant take it off, but in no way did I ask for or was I fully offered the service of ******. Only reason I even found out was because of my gap insurance needing additional written explanation of what services they had under cash service. I tried to talk to general manager/owner and he was no help and very rude. The Sale manager who facilitated the sale knew he pulled a fast one and they also took my signature and added to just a paper copy of additional services which I never signed. My ticket price was 20 thousand and change it went up to 28 thousand and change I asked about the jump and thats when the lies and deception set in after being there that long I assumed I was paying for at minimum the few optional services they told me I couldnt take off a clear lie and that my financing wouldnt be approved without it another lie. My story aligns with most of the reviews Ive seen from this company they use predatory sales tactics and lies to add in things you might miss, and use the old you signed the contract line to cover any wrong doing on their part.

  

  Business Response

  Date: 06/11/2024

  Insurance has determined the customer's vehicle a total loss and he wants us now to refund his Lojack- Which was useful for him during his ownership of the vehicle.

  This will not be refunded by any means.

   

  Thank you

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21828766
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/17/2024

  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.

  Date of the Transaction: 26th April 2024 The dealership committed to providing a 2024 Toyota Sienna XLE with Toyota provided accessories and extended warranty plans.Nature of the Dispute:On 26th April 2024 I purchased a 2024 Toyota Sienna XLE from Downtown Toyota of *******. During the purchase, I was charged an additional $8383 for Toyota provided accessories (in the contract it was mentioned as cash price accessories). When I asked for the detailed breakdown of the accessories list, the dealership provided with various add-ons and warranties document which is not I signed up for during the purchase. Upon further reflection, I believe these add-ons were misrepresented as accessories and their costs were not adequately disclosed. When I attempted to resolve this issue with the dealership the following day, I was met with resistance and uncooperative behavior from the management.Additionally, I recently discovered that the *************** agreement plan ($4995), prepaid maintenance plan ($4200), and Guaranteed Asset Protection ($850) insurance were represented to me as Toyota provided plans. However, they are actually through a third party, which was not disclosed at the time of purchase. This misrepresentation has significantly impacted my trust in the dealership.Attempts to Resolve:I have made multiple attempts to resolve this issue directly with the dealership, including visiting the dealership the next day and contacting the *** but my requests were met with resistance and uncooperative behavior. I also contacted Toyotas Brand Engagement Center, but they stated that they cannot assist with this matter.Desired Resolution:I request a refund for the $18428 charged for the add-ons and service plans and a clear explanation regarding the misrepresentation of the service plans. I also seek assurance that the dealership will address these deceptive practices to prevent future occurrences.Contract No: 553-CA-ARB-ea 3/23 Stock No: ****** Deal ID: ******

  

  Business Response

  Date: 05/18/2024

  Hello,

   

  Guest is aware of all purchased- Please see attached.

   

  Thank you,

   

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

  Customer Answer

  Date: 05/18/2024

   
  Complaint: 21728852
  
  

  Dear BBB Representative
  
  I am writing to follow up on my recent complaint against Downtown Toyota of Oakland. The dealership has responded, claiming that I was aware of all purchases and provided an attachment showing my initials on the markup and optional add-ons.
  
  While it is true that my initials appear on the documents, I have not agreed to the markup and optional. I wish to clarify several critical points that were not addressed in the dealership's response:
  
  1. Misrepresentation of Plans:
     ******************* Agreement Plan, Prepaid Maintenance Plan, and Guaranteed Asset Protection (GAP)insurance were presented to me as Toyota plans. However, I recently discovered that these are third-party plans. The dealership used Toyota plan templates during the sales process, which led me to believe they were official Toyota products. This misrepresentation is a significant concern.
  
  2. Lack of Transparency and Disclosure:
     The costs and details of the add-on products and warranties were not adequately disclosed during the sales process. Although my initials are on the documents, this does not change the fact that the financial implications and necessity of these add-ons were not clearly communicated to me. I was told by the dealership that these were Toyota accessories and common for all Toyota cars. I was not given sufficient time or information to make an informed decision.
  
  3. Markup and Add-Ons Not on Final Contract:
     I clearly negotiated for no markup and optional add-ons. If you review the final contract, you will see there is no mention of markup. The dealership misrepresented the optionals as Toyota-provided accessories and stated they were mandatory for Toyota cars. Despite my initials on the markup and add-ons documents, these charges were not clearly itemized or highlighted on the final contract I received. This lack of clear inclusion on the final contract further contributed to my lack of awareness and understanding of the total financial obligation I was undertaking.
  
  4. Uncooperative Behavior:
     When I attempted to address these issues with the dealership the following day, I was met with resistance and uncooperative behavior from their management. Despite multiple attempts to resolve the matter directly and through Toyotas Brand Engagement Center, my concerns remain unresolved.
  
  5. Mental Distress:
     This experience has caused me significant mental distress and has severely impacted my trust in the Toyota brand. The deceptive practices I encountered are unacceptable and have left me feeling misled and frustrated.
  
  I am providing this additional context to highlight the ongoing issues that were not resolved by simply presenting the signed documents. My request remains the same: I seek a refund for the $18,428 charged for the add-ons/warranty plans and a clear explanation regarding the misrepresentation of the service plans.
  
  Thank you for your attention to this matter. I appreciate your assistance in resolving this issue fairly and transparently.
  
  Sincerely,
  
  *******************************************

• Initial Complaint

  Date:05/10/2024

  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.

  The car dealership made an unathorized hard pull on my credit. I was not even planning to test drive a car and only spoke on the phone with them and learned they didn't have the car I wanted, plus I was already preapproved by my credit union for a loan, so why did they do this. It seems like they are doing something illegal with my information and I called them. They put me on hold and then forwarded me to voicemail without calling me back.

  

  Business Response

  Date: 05/10/2024

  Hello,

   

  This customer did a credit application with a 3rd party banks website- *******************

  Please contact them to report the fraud.

   

  Thank you,

   

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