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: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 a 2022 Toyota Sienna in October 2021 at ********* Toyota Dealer. I did the first maintenance at the Ontario Crown Toyota dealer on May 9, 2022. By the way, the reading lights in the car did not light up when the car door was opened, and the gap with the rear trunk door was not aligned. The staff who received the vehicle told me that they would charge for this situation. I reminded them more than once that I just bought a new car, and they said yes and insisted that I had to pay these fees. I said that I thought that in this case, I did not need to pay, it should be caused by defects in vehicle accessories and assembly process. In the end, they gave me a bill for a total of $365.11, and I could only sign and pay. After that, I also called the telephone customer service of this dealer to complain, and they still insisted on charging. However, I asked about this situation in other dealers, and other dealers found it incredible that new cars are free of charge for inspection and claim repair during the warranty period, and the owner of the car does not need to pay.

  Business Response

  Date: 04/18/2025

  Hello good morning my name is ****** I am the customer relations manager for ******************** of ****************** . I apologize for the inconvenience I would like the oppertunity to speak with you directly regarding this matter and work on a resolution together . Again I sincerly apologize for the inconvenience and I will reach out to you soon . Thank you so much ! 

• Initial Complaint

  Date:06/25/2024

  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 father came in yesterday 6/24/24 and purchased a 2016 Toyota Tacoma. He put $3,000 down. He has dementia, he had no authorization to purchase a vehicle. The process of getting his license revoked has already been submitted by his doctor. I called this establishment to ask what the protocol was for a return. I spoke with a manager named ****, he advised me that they wouldnt sell a vehicle to someone who seemed a little off as it is illegal. I advised him that he is not in his right mind and has been experiencing many episodes lately. He then said he would transfer me to the sales person that sold him the cars manager. I was not transferred. He put the phone down and I heard everything that was said. He was speaking to another salesperson saying yeah the guy with the pee bag yeah yesterday, the one who wasnt all there. (My father has a catheter, he is sick) He rushed to the phone and said, ****, are you still there? I then shouted, Of course Im still here! He hung up the phone quickly before I could say another word. Word for word, he acknowledged that he wasnt all there. This business sold a car illegally and without consideration of his mental well being. I have attached his doctors note below.

• Initial Complaint

  Date:11/19/2023

  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.

  On 10/3/23, I submitted a good faith deposit to hold a vehicle once it was built and arrived to their dealership. It arrived 11/17/23. I was informed only a few days prior that once the vehicle has arrived, I will have 36 hours to purchase it. I received approval on 11/17/23 from the general manager to go and purchase the vehicle on 11/20/23. On 11/18/23 they sold the vehicle to someone else. They did not inform me prior that I would lose the vehicle. They did not inform me that my deposit was worth nothing. They did not even call to tell me it was sold. I called on 11/19/23 to confirm our meeting for 11/20/23 and thats when they told me it was sold and they cant do anything about it.

  Business Response

  Date: 11/27/2023

  Our sincere apologies, deposit was refunded and a goodwill check of $250.00 was provided to customer for the inconvenience.

   

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 July 22, 2022, I took my 2022 Toyota RAV4 Prime to Crown Toyota Dealership for the 14K Toyota Care Program. I left the vehicle under their care for a few hours. A week after I took my vehicle to the dealership it was brought to my attention that I had a scratch on the inside on the passenger side of my vehicle. Since I am the only driver of this vehicle, I would have never noticed it until my co-worker brought it to my attention. He asked me what happened to your car? When I was finally available, I took the vehicle to the Crown Toyota Dealership to inquire what happened to my vehicle. I was told at around 12:30pm that ALL the supervisors were in a meeting since that morning and no one knew what time this meeting was going to end. The guy that looked at my vehicle immediately said, NO it did not happen here. I asked if they had a video or some kind of proof to show it did not happen there and he said he would have a supervisor call me back. I left the Crown Toyota Dealership and within 3 minutes of leaving the dealership a lady by the name of ************* last name said she was the ******* Department Supervisor and she had already looked at all the facts and she determined the scratch did not happen there. I asked her if she had some kind of proof since it only took her 3 minutes to speak to everyone and come to her conclusion. She was very rude and we ended the conversation. During the month of August 2023, I left a couple of messages for another supervisor to call me back, but no one did. On September 7. 2023, I finally called the Toyota **************** at ************ to ask for assistance. A lady took my concern and told me she was going to escalate it. At 4:42pm the same day. I got an email from *********************** from Crown Toyota Dealership which read as follows:Hello *****,We have received your Toyota case our records show your concern has already been reviewed and addressed with the ******* department management team.It has been determined that our service team did not scratch your vehicle inside passenger door panel. Best Regards,*********************** Crown Toyota ************************************ ************ Once again, this message had no explanation on how they got to their determination which was made in a total of 3 minutes, neither provided it any kind of video or photos as proof that the scratch in the inside of my vehicle was done in their facility. I paid 62k for this vehicle and I pride myself on taking very good care of my vehicle. I also own and have owned 4 Toyota vehicles, so I am a faithful client of this care maker. I am very disappointed with the customer service I have received at ******************** Dealership and their careless way of taking care of my issue and denying any fault without providing any solid proof.

  Business Response

  Date: 09/21/2023

  The ****************** team reviewed guest's concern and determined Crown Toyota is not at fault.

  Customer Answer

  Date: 09/22/2023

   I am rejecting this response because:  
  Crown Toyota is not given an explanation on how they came to not at fault determination.  No photos or videos were provided that would indicate that incident did not occur in their facility. The ****************** made such determination on a 3-minute review when I was contacted by phone after I left their facility. I can provide phone records of such fact since I know they have cameras showing the exact time I left their facility on such day when I came to showed them the damage.  And that is beside the point that the supervisor was rude and not in a meeting as I was told.  Lying to customers does not make sense in any situation and it does not show good faith on their part.  Please provide some kind of proof that the damage did not happen in your facility.  That is what I have been asking from the beginning of my complaint.  

  thank you in advance for your attention to this matter. 

  
  

• Initial Complaint

  Date:06/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2021 Toyota Sienna Xle and it has 54,000 miles which basic warranty expired but the car still has powertrain and hybrid system warranty 150,000 miles. So I was driving and then all of a sudden the Hybrid system malfunction displays then low oil pressure displays, all kinds of beeps. i check the oil thinking it might be leaking but the oil is not leaked. i took it to Crown Toyota dealer to have it checked since its under the hybrid system warranty. When i got there, they told me they had to check the problem to see if its under warranty and will charge me $195 diagnostic if its not. i was like what if you guys just said something else then i had to pay $195. what about the Hybrid system failure warranty is not considered the warranty check??? so they are not honoring the warranty plus the charged me $195 for each diagnostic which they didnt mention. i would not take it in if thats the case. $195 is a lot of money already without the warranty. they said two problems. one is the oil sensor switch, $315 to replace and second they have to charge me another $195 for collision warning and its not guaranteed that it would be fixed. why is it not under the Hybrid system failure warranty that Toyota is supposed to cover and have the solution for me. they kept saying stuff not related to Hybrid which the screen said Hybrid system failure. please help. they are not honoring the warranty stated on their Toyota website. i would like the $195 diagnostic back plus fix the car according to warranty.

  Business Response

  Date: 06/22/2023

  Unfortunately, the oil pressure switch is not covered under the hybrid system. 

  Customer Answer

  Date: 06/23/2023

   I am rejecting this response because:
  
  It is not under warranty. however they said replacing it might not fix the problem and they will have to charge me another $195 diagnostic fee to find additional problem relating to the Hybrid system failure. so i have to pay $195 on each additional diagostic and the diagnostic fee doesnt go towards the repair fee. how would anyone have the car fixed there if there is no guarantee the fix and more charges on that crazy diagnostic fee?? so i took the car back and took to another Toyota, Claremont Toyota, they told me the same thing that if something not related to Hybrid system then they would charge me $165 diagnostic fee but they only charge one time till they find the solution. They also guaranteed the work for one year and wont charge me another diagnostic fee if the repair is not fixed. In addition to that the diagnostic fee would go towards the repair fee. Not adding on like Crown Toyota. I would have my car fixed at Crown Toyota if guaranteed the worl and the diagnostic fee goes towards the repair like Claremont Toyota. I would like to get the money back from Crown Toyota for their shaddy business. As you can see in the invoice, Claremont Toyota only charged me $299 for the repair of oil pressure switch but Crown charged me $321 plus $195 diagnostic fee and another $195 diagnostic fee for another precollision light on that came up with the Hybrid System malfuntion plus the repair if found the problem. please tell me if you would have your car fixed at Crown with untrusted techinician andservice adviser.

• Initial Complaint

  Date:05/20/2023

  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.

  On June 2, 2022 I paid a deposit of $1,000 for the Toyota Senna, the business promised me 3 to 6 months to deliver the car, my sales name was Ana and her manager kept delaying me with the excuse that there was no car. I only want a white Toyota Senna xle, several times I saw their official website that I need a car but I have not been able to line up and the sales lied to me that they do not have a Toyota Senna. This has been bothering me for a long time so I decided to complain to bbb today and I hope the business will apologize and solve my problem. I have the deposit receipt as well as the chat log with the sales and the manager's phone records.

• Initial Complaint

  Date:01/19/2023

  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.

  January 11,2023 I brought my Toyota Tundra 2014 for rear left side door check up. Crown Toyota charge me $195.00 just to check it. Than they said a nut is missing so I need a new Door Check. They’ve only one nut missing and the other needed tightening. They said it would cost $333.01. Stating they must change the whole thing. Because they don’t have a nut. A nut cost .25 cents at a hardware store. And they didyeven look on my mat. I found the nut and tighten both nuts and the door works with no issues. Than they said I need a battery replacement cost $222.77. Than they said I need Brake Fluid exchange Service because the fluid is dark brown. Cost$199.95 Than theRFI induction system cleaning cost$202.37. Total $1153.10 My truck was checked Les Schwab battery check hood. Brake fluid checked clear plus the put new tires on. EFI checked Riverside Toyota and other work done in Las Vegas Toyota. All I want back is the $195.00 back from the miss diagnostic. Look at rear passenger door. The service advisor goes by two names PJ and Pedro Mora the service manager won’t call me back regarding this situation. Hoping I just go away. I explained my situation to PJ -Pedro Mora if this is his real name. His manger is a woman.

  Business Response

  Date: 01/19/2023

  All services presented are due on this vehicle for mileage and time.  Regarding the diagnosis, customer agreed to the fee at time of write up and even signed adjacent to that estimate (see copy attached) and explanation.  Crown repairs vehicles to Toyota standards and are required to provide all recommendations following an inspection.  We do not entertain other shop recommendations and or advisement.

• Initial Complaint

  Date:12/06/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Toyota Camry on 12/27/2021- The car only has 14,640 miles on the vehicle. I was informed by the company that my rear rotors are warped. I was told they needed to be replaced as well as the brakes. The average lifespan of a pair of rotors is 30k-70k and recommended to be replaced at 50k. Not one person can explain how my rear rotors have worn before my front rotors. The car is a front wheel drive car and I do not engage the parking brake. I do not have a long commute. Multiple members for Toyota have said it doesn't make sense and it is odd that this has happened. Yet, Toyota has stated it is external forces. The customer services reps have put it onto the dealership and the dealership has passed it onto corporate. I believe the rotors were defective from the beginning and now I have to pay to replace the rotors and brakes. I would like Toyota to cover the cost of the parts and the repairs.

  Business Response

  Date: 12/07/2022

  No work was performed on vehicle therefore no refund is due. 12/6/22 customer was asked to return dealership's courtesy loaner vehicle and seek a second opinion elsewhere.

  Customer Answer

  Date: 12/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 185***27, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:09/26/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 car was left at this dealership for a repair - the catalytic converter was stolen so our car was towed to this dealership. We were asked to wait since the part was unavailable due to the covid pandemic. It took them roughly 4-5 months before they got the part in to fix my car. They called us one day in the afternoon to let us know that our car is ready for pick up. That same day, just a few hours later, they called us again to let us know that the same part, catalytic converter, got stolen again the night before (when they called us they initially were not aware of this). We had to wait again as the part was once again unavailable. It has been 9months since the car was dropped off. The first repair was charged under my auto insurance ( this happened at a public parking lot). The second repair is being charged to me. This incident happened on their gated parking lot, immediately after the repair was done. The second incident incurred more damages than just the catalytic converter (computer panel was also damaged). Initially, the service department assured us that the dealership will pay for the damages from second incident as it occurred on their property. Now they are going back their words claiming that we are responsible since the dealership has no liability for vehicles parked overnight on their lot. Their public relations associate called and explained it as “same thing as parking in target parking lot”. Initially when we dropped the car off, we were never asked to sign any waivers as all plans were discussed verbally. We trusted them with their words and left the car as it was not drivable. They never disclosed what type of business protection insurance policy they had either. They have ruined my car that needed a repair to the point of severe damage and will not be held accountable nor take any responsibility.

  Business Response

  Date: 10/03/2022

  Customer has not paid for the repair that was covered by his auto insurance company.  Therefore a lien sale will be started on his vehicle. 

  Customer Answer

  Date: 10/04/2022

   I am rejecting this response because:
  
  the response provided by the business omits the part where they are charging me for the damages that incurred while my vehicle was on their lot.  The first incident which brought my car to the dealership was covered by my auto insurance plan and I know how much I need to pay the dealership when I get my car back.  The second incident happened on the lot of the business while my car was waiting to be fixed.  I submitted a complaint because of the charges this business is adding onto my bill.  They admitted that it was their responsibility as it happened on their lot and there will not be any additional charges as they will take care of the cost for the repair.  Now they are going back on their words saying leaving my car in their care is the same as parking my car at a “Target” parking lot.  They need to pay for any repairs related to the second incident.

• Initial Complaint

  Date:09/06/2022

  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.

  My husband and I, ****, ordered our new vehicle, 2022 xle highlander, for an agreed upon purchase price of $45,625. We received documentation that documented the specs of the car including the agreed price. Our car was to be delivered between 08/25 and 9/11. Today on 9/6 I spoke to **** ******** whom we had been dealing with. He indicated to me that the dealership had been sold and that the new owner, ******* ******** was forcing a sealer to be put on all new vehicles which cost $2k. I indicated that I did not want that and that we had not agreed on that and they should honer that. **** indicated that that was not an option and had to pay $2k for it.