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:03/19/2025

  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.

  Im a disabled person and Id told them that. I was trying to buy a ****** dollars car and they start to play their game. Of the banks are rejecting you and the one that approved me want it ****** a month. Thats over ****** dollars over the car value. Even though my fico score was at 680. And my credit w is not bad. Just want the car dealers to stop ripping people off . And treat people with respect. Thank you. And I hope you guys can help me.

  

  Business Response

  Date: 03/21/2025

  I'm sorry to hear about your frustrating experience. Customer satisfaction is always our priority at Toyota of Orange.  Its unacceptable that you felt mistreated while trying to make such an important purchase.  We would love to discuss this situation and come to an amicable resolution.  Please contact our General Sales Manager at your convenience to review this transaction and give you the best possible outcome.

• Initial Complaint

  Date:01/08/2025

  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.

  Dear Better Business Bureau,I am filing a formal complaint against Toyota ***************** regarding the purchase of a hydrogen vehicle from Toyota of Orange, **, in June 2023. This vehicle has failed to meet the claims made at the time of purchase, causing significant financial hardship and ****************** the time of purchase, I was assured:Fuel Efficiency and Range: The vehicle would achieve 70+ miles per kilogram and offer a range exceeding 400 miles per full tank. In reality, the vehicle averages fewer than 40 miles per kilogram, with a maximum range consistently under 270 miles.Fuel Costs: I was informed that hydrogen fuel, initially priced at $28 per kilogram, would decrease as infrastructure improved. Instead, the cost has risen to $36 per kilogram, significantly increasing operational expenses.Depreciation: Despite the vehicle being well-maintained and only accruing ****** miles, its value has plummeted from $30,000 to $7,000a staggering depreciation of nearly 70% in less than two years.The dealerships promises were central to my decision to purchase this vehicle, but they have proven misleading. These false claims and lack of support have placed an enormous financial burden on me. My initial $15,000 fuel card has already been depleted, and I cannot sustain the rising costs of operating this vehicle.I respectfully request Toyota to provide immediate relief, including:Additional hydrogen fuel funds to mitigate exorbitant costs.A thorough investigation and reassessment of advertising and operational promises made to hydrogen vehicle customers.This situation constitutes false advertising and neglect of customer trust. I urge ********************** to address this issue promptly and uphold its reputation as a reliable automotive leader.Thank you for your attention to this matter. I am available at ************ or ********************* for further discussion.Sincerely,******* ****

  

  Business Response

  Date: 03/25/2025

  Thank you for your bringing this to our attention and giving us the opportunity to respond. The grievance refers to advertising and operational promises that Mr. **** says were not honored.  After looking into this matter, it appears to be an advertising campaign initiated by the manufacturer and the complaint arises from new car warranties,also given by the manufacturer.  Both areas are outside our control or approval.  To assist Mr. ***** we have contacted the manufacturer regarding his concerns and given them his name and contact information to seek to restore his confidence in the Toyota brand and receive the support he seeks.  

• Initial Complaint

  Date:04/29/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  multiple attempts to reach out to business in car dealership no relpy

  

  Business Response

  Date: 05/08/2024

  We regret to hear that your recent purchase did not meet your expectations. Our team has been in communication with you as well as the Automobile Broker you hired to facilitate this transaction, aiming to address your concerns. Unfortunately, it appears that we are unable to accommodate the request you made to cancel the deal because you no longer wish to keep the vehicle.  We hope you change your mind on this fantastic Toyota Rav4 Vehicle and wish you a great ownership experience.  If you need any Maintenance or Service Assistance we are available to support you. 

  Customer Answer

  Date: 05/08/2024

  would need further time to evaluate 
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from this business that doesn't work. I Have taken the car in 6 times in the last year to have it fixed because it's not working properly, and they keep telling me the car is fine. The transmission has been having issues as well as accelerator does not work properly.

  

  Business Response

  Date: 03/19/2024

  We are disappointed to hear you are still having an issue with your 2017 Toyota Sienna. We would appreciate the opportunity to continue the diagnostic investigation having our highly recognized technical management team, quality control specialist, and Service manager all involved for support. 
  
  The $199.95 diagnostic inspection fee can be waived as a goodwill gesture for quest satisfaction. This will include a test drive with a Master Technician for demonstration purposes. The appointment should be set up with our Service Manager directly for the best support, thank you for reaching out to Toyota of Orange #1 in OC! 

• Initial Complaint

  Date:08/18/2023

  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.

  Purchased a 2019 Toyota Mirai in June of 2022. I was given incorrect information about the mechanisms of the car. The car is a hydrogen car and requires a special fueling station. The fueling stations do not work properly, leaving me stranded while trying to full up. I also did not physically fit in my car, the seat did not go back far enough for my legs to fit (almost 6ft tall female). I went back to the dealer to see what my options were about switching into a normal car due to my inability to fuel my vehicle, and my physical limiations inside the vehicle, and they told me the car I purchased for almost $30,000 was now only worth $10,000-11,000. This is an illegal amount to depreciate a vehicle in a span of 6 months. I was then pressured by ****** Toyota, to switch into a 2018 ***** Prime, as they said "they get a lot of Miari customers from Orange who have been screwed over financially" I now have a $741 car payment due to the bait and switch that took place during the purchase of the Mirai. Synopsis of False Information Provided by Toyota of Orange:1. MPG - Was told the fuel range was 300, lucky if you got 200 on a fill up 2. Ease of filling up - Was told we could go on road trips as there were working pumps up and down the ********** coast - which is not the case 3. Was told the car APPRECIATES as hydrogen cars are in demand What I am seeking:For Toyota of Orange to pay the difference in depreciation, minus average depreciation rate within a one year period, as well as the down-payment I lost trading in my car. Total of approximately $20,000.I went straight to Toyota of Orange, Mirai Brand Engagement, Toyota of ******, and Toyota Corporate, with all pointing the finger at each other. I need this situation rectified before I take legal action for the bait and switch, and financial hardship forced upon me.

  

  Business Response

  Date: 02/26/2024

  We are disappointed to hear the Mirai did not meet your expectations and sincerely apologize for any inconveniences youve encountered. Trading in a vehicle after purchase does carry depreciation. Unfortunately, you have already traded in and purchased a new vehicle with another dealer. If there is any assistance we can provide moving forward, we are happy to help. Thank you.  

• Initial Complaint

  Date:01/30/2023

  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.

  My mother bought a car on 1/4/23 for me at this dealership. When we were at the dealership, the salesman mentioned there was an issue with our credit and we were not approved for a loan. However, because our family has purchased in the past and has good standing payments, they said they would take care of of the banking issues on their end so we signed the contract and drove home with a new car. Fast forward to present day, we are being asked to return the car immediately because the issue with our credit continued and has not been able to be solved. At this point we have been back to the dealership twice, once because they mentioned we werent approved for the loan so they had to go with a different bank (raising our original monthly payment) and a second time because the man who we purchased from, *****, said there was a mistake with the paperwork. The whole situation seems unusual, why would they let us drive off the lot if our credit was not approved? It seems to me like they made a mistake on their end and are now trying to cover themselves. Id like more information and a written letter explaining the details of the transaction. Im also wondering if we will absolutely need to return the car and will we receive our down payment back? Please note, I am filing this report on behalf of my mother *********************** who does not speak english very well and, because of her age, is not familiar with navigating online. Should you wish to contact her directly I will be happy to share contact information.You may contact ***** from Toyota of Orange at ************

  

  Business Response

  Date: 02/08/2023

  We are sorry to hear of your experience with your  vehicle purchase. The bank originally approved the loan but when they attempted to verify the identity, the bank was informed by the consumer that the vehicle was not for them, but for another family member. Due to this new information, the bank decided not to move forward with the loan. The vehicle has been returned to Toyota of Orange and we refunded the down payment. 

• Initial Complaint

  Date:01/14/2023

  Type:Customer Service 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 vehicle and I was not informed that the seat does not adjust up and down. My husband is disabled and not able to easily get in and out of the vehicle. His condition is getting worse as a result of this.

  

  Business Response

  Date: 01/26/2023

  The guest has been to the dealership earlier this week and looked at several different models in hopes of finding a better fit. They are considering their options at this time.

• Initial Complaint

  Date:10/14/2022

  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.

  My journey began a year ago when I took my FLEET vehicle to Toyota of Orange as directed by fleet management after the very first oil change at quick service company informed me of a minor oil leak with only a few thousands miles on a BRAND NEW car. Toyota of Orange said the quick service provider probably spilled oil during the service and said there is no leak and NOTHING wrong with car. Fast forward to next oil service and 10k miles later and quick service again notes minor oil leak and recommends taking it to Toyota to fix. I decided NOT to take to Toyota of Orange again and decided to keep driving. Now, 30k check and quick service provider says OIL **** IS SEVERE and must be repaired. I returned to Toyota of Orange reluctantly and explain the history. Toyota rep calls me the day after drop off and tells me YOU SHOULD TAKE THE VEHICLE BACK TO THE PREVIOUS SHOP SINCE THE **** IS THEIR FAULT. If you bring your vehicle to Toyota of Orange this wont happen. I then ask is my vehicle fixed??? The response after a long pause was I GUESSThe rep on phone was very dismissive and felt like a shake down for future service. I did not feel confident that the work was accomplished correctly. This appears to be a service tactic from management to boost $$$ from maintenance vs an isolated event. My wife had a similar experience a few years ago with her personal vehicle. This service department has questionable tactics and should be avoided at all costs. PLEASE GO TO ANY OTHER LOCAL TOYOTA DELEAR FOR YOUR SERVICE NEEDS.

  

  Business Response

  Date: 10/17/2022

  2021 Rav4 HV 
  *****************
  29436 Miles 
  
  
  Customers Concern: Outside shop advised the vehicle is leaking oil. No charge to guest for evaluation. (Goodwill Inspection) 
  
  Cause: Technician inspected vehicle and found oil leaking from over tightened oil drain plug from 3rd party shop 
  
  Remedy: Service Advisor /Technician recommended guest return to the outside service shop for no charge repair support (Suspect leak was caused by the outside shop) 
  
  
  Note: Guest had meeting with Service Manager and Operations Director 10/14/2022 to discuss frustrations. 
  
  Current Support offered by Toyota of Orange:
  
  Complimentary Master Technician re-evaluation of the oil leak concern 
  Complimentary repair strategy development 
  Offer to replace the drain plug gasket if needed at no charge (Even if the issue was caused by another shop) 
  Service Manager direct support and oversight 
  
  Guest declined any additional support at this time, and requested to take the vehicle right away. 

• Initial Complaint

  Date:10/07/2022

  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.

  WE purchased what was told to us to be a Certified Vehicle 2020 Toyota corolla 2 months ago from Toyota of Orange. We just took the car in for 1st time oil change and a large bubble that formed on the outer wall of the tire. We took the car in to Toyota or ********************** ** because it is closer to our house, the dealer called to tell us the tires placed on the car are not certified parts along with a few other things, we find out the front breaks need to be replace and other items. We were given a what we thought was a certified car to my 17 yr old to find out item are not i am furious and we do not want the car

  

  Business Response

  Date: 10/17/2022

  Hi ******, We apologize for your recent experience with your Corolla. We would like to have you bring the vehicle here to Toyota of Orange so we can further inspect the car. When is a good time for you to bring it in?