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:04/29/2025

  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.

  Trans date: 3-24-25- 3-25,25: Money paid to the Toyota of Riverside: ******** Subsequent Cost due to the Engine loss, based on incompetent car repair, which caused engine failure. Approximately *********, Toyota of Riverside damaged my engine. Hotel- 120.00/Wages lost-1 day: $320.00, Flight: $266.00 Toyota of Riverside, ***** *****, committed to providing a new radiator. I travel about 43 miles from *********, **, to Riverside, **, and notice small puffs of white smoke coming from the hood of my vehicle. I immediately exited the freeway. *** transported my car to Toyota of Riverside. ***** ***** was assigned to my car repair. I was told I needed a new radiator. The advisor showed me the car on the rack. I did not see the cracks; however, there was a water demonstration. I agreed to have the business complete the radiator work. There was never a discussion about performing a block test, and I would never have declined a block test. The advisor told me that the business did not have the parts to fix my car on March 24th but would order the parts from ********. I called the business around 8:00 am on March 25th to check on the status of the vehicle. I left a message. I received a phone call back from the advisor who left a voice message. He advised that he had all the parts and would have my vehicle ready by 11:30 am -Noon. Once I arrived, a process of flushing was going on with my vehicle, and this had been occurring for over half an hour. An hour later, the Advisor approached me to say he had bad news and said that the business had blown my engine during this process. He then proceeded to say that he would walk me over and sell me a new vehicle. This is the most disingenuous event I have ever encountered.. I questioned the blown engine's business responsibility to no avail. I asked to speak to the manager several times and was told he was not available to speak to **** paid for a repair, and my car was not repaired; plus, a blown engine in the process.

  Business Response

  Date: 04/29/2025

  The vehicle was brought to us with an overheating concern. Upon inspection,we found that the radiator was cracked and leaking coolant, which is a common cause of overheating. To address this, we replaced the radiator along with the associated hoses, clamps, and thermostat which were necessary to restore proper cooling function. Following the completion of these repairs, we performed a block test to determine if any additional internal damage had occurred as a result of the overheating. Unfortunately, the test confirmed that the head gasket had failed, indicating that the engine had likely sustained internal damage prior to or during the overheating. This type of failure is not uncommon when a vehicle has been driven while overheating, even for a short period. Given the age and mileage of vehicle as well as the cost associated with replacing the engine, it was advised that you may be better off replacing your vehicle instead of the engine but it is never our intention to pressure customers into purchasing a vehicle rather just providing an additional option. We are happy to help with the cost of the engine replacement as well as applying what was paid for the radiator repairs to the cost of engine replacement. We have reached out via telephone and left a voicemail to return our call to discuss.

• Initial Complaint

  Date:04/25/2025

  Type:Billing 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.

  regarding a distressing/unethical experience at Toyota of Riverside, involving **** ******. I was deliberately misled, financially exploited, and pressured into a financing agreement under false pretenses resulting in the loss of nearly $10,000, a repossession, and severe damage to my credit.He falsify information on the application, including:Marking me retired (I am not), Submitting app without verifying ID, employment, income, or bank account, falsely stating to the lender that I made a $20,000 down payment which I did not. I paid $1,390 in cash, for which I was never provided a receipt. Then I was informed after signing the contract that I would need to bring an additional $6,000 in cash within two weeks.When I returned with the $6,000 and finally spoke to a manager, I learned that there was no record of my original $1,390 payment, because Mr. ****** failed to document . a 2019 Toyota RAV4 was repossessed,left with a $24,000 debt on my credit report, despite paying nearly $8,000 out of pocket. Toyota and its financing partner continue to harass me for the balance Toyota of Riverside initially released the vehicle to me with the wrong license plates on it. After driving away I have text messages, contracts, payment records, credit report evidence, and other documentation to support every aspect of this complaint.This case involves:Fraudulent misrepresentation Unauthorized use of my personal credit information Deceptive lending practices Improper vehicle documentation and license plate violations Violation of the Truth in Lending Act Multiple unauthorized hard credit pulls (10+)Loss of significant personal funds as a first-time buyer I am requesting:1.A full refund of all money paid to Toyota of Riverside,2.Full removal of the repossession and related loan balance from my credit report,3.An investigation into the conduct of **** ****** and the dealership for deceptive practices.

  Business Response

  Date: 04/26/2025

  Ms. ******,

  My name is Bri Connick and I am the Customer Relations Manager at **********************. Thank you for bringing your concerns to our attention. We take allegations of this nature very seriously and have conducted a review of your file. At this time, based on the information available, we have not found documentation supporting the specific issues you mentioned.
  We sincerely want to fully understand your experience and work toward a resolution. We would appreciate the opportunity to speak with you directly to gather more details, review your documentation, and ensure that your concerns are properly investigated. At your earliest convenience, please contact me directly, so we can arrange a time to discuss this matter further. You can reach me via email at *********************************** or by phone at ************. Thank you.

• Initial Complaint

  Date:04/15/2025

  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.

  ********* ********* Toyota Dealership of Riverside Vehicle Purchase Date: 2/19/2025 Down Payment: $5,000 Total Sale Price: $61,207.76 I am filing a complaint regarding a misleading and coercive vehicle purchase. On 2/19/25, I visited the dealership with ***** and ******* ****, referred to sales agent ******. I chose a blue 2024 Highlander, told it had ***** milesthis influenced my decision. At signing, it reflected ****** miles. ****** claimed this was due to a trip meter reset. I confirmed it was the same car and proceeded I explicitly stated I would only finance through Toyota Finance and did not consent to multiple credit pulls. ****** assured me this wouldnt happen. I left with a signed Toyota Finance contract. Days later, I received alerts that my credit was run multiple times. I froze my credit and contacted the dealership with no response On 3/12, I received a call and was asked to sign a membership with ********************** for a lower interest rate, which I refused. On 3/14, ***** texted my supervisor about paperwork, after I had said no. After reaching out to him that same day, I was given 3 ultimatums: accept higher interest, switch to Arrowhead, or return the vehicle. I also received emails from ****, who ignored my replies. On 4/5/25, I went in person to request my contract; I spoke with **** and he refused to provide my copy, claiming ******* would reach out via email. She also refused to email it, citing vague security policies. I challenged this policy, to where she responded that there is no written policy but it is considered best practices. I contacted Toyota Finance on 4/7 requesting a copy of the contract that was provided to them, and I received a copy via email on 4/10 showing discrepancies, including an unauthorized signature and altered financing info. These issues reflect deceptive practices and a breach of trust On 3/29, I received a letter date 2/28 in the mail saying that I needed to return the car that they told me to ignore

  Business Response

  Date: 04/15/2025

  Ms. ******************* you for bringing your concerns to our attention. We sincerely regret any confusion or frustration you have experienced throughout your vehicle purchase process. We understand how important clarity and trust are when making a major purchase, and we want to ensure you feel supported.
  We would like to formally invite you to meet with us in person at your earliest convenience. This will allow us to provide you with a thorough explanation of the charges, review the contract together in detail, and address any questions or concerns directly and transparently. Our goal is to ensure you have a clear and complete understanding of the transaction and that any concerns are addressed with the utmost care and integrity.We have attempted to contact you via phone and email and kindly request that you respond to our most recent communication so we may move forward in addressing your concerns in a timely and respectful manner.
  Should you have any further questions or require assistance, please do not hesitate to reach out directly. Thank you, Bri Connick
  

• Initial Complaint

  Date:08/12/2024

  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.

  YESTERDAY AUGUST 11TH. 2024 IN ********* ON *********** , MY CAR FAILED TO STOP AS THE BRAKES WAS NOT FUNCTIONING WHATSOEVER. I ALMOST HIT MANY CARS IN FRONT OF ME, I USED THE EMERGENCY BRAKES AND ALMOST HIT THE CAR BY MY SIDE. I TOWED THE CAR TO MY MECHANIC SHO IN ****** CA TODAY AUGUST 12TH. 2024 AT 9 AM BY AAA TRUCK. THE VACCUM PUMP IS DAMAGED AND THERE IS A RECALL FROM TOYOTA ON IT. TOYOTA RIVERSIDE CLAIMED THEY COMPLETED THIS RECALL AND ALL RECALLS ON MY CAR IN 2022. I REFUSE THIS CLAIM AND I CALLED TOYOTA CORPORATE AND THEY GATHERED ALL INFORMATION AND GAVE ME CASE NUMBER ************ AND SAID THEY WILL CALL BACK WITHIN 5 BUSINESS DAYS. I NEED MY CAR FIXED UNDER TOYOTA RECALL AND HOLD THE MANUFACTURER OF THIS SERIOUS DEFAULT THAT COULD HAVE CAUSED ME LOSING MY LIFE OR OTHER PEOPLE'S LIVES FOR THIS TECHNICAL SERIOUS PROBLEM IN THEIR BRAKING SYSTEM.

  Business Response

  Date: 08/14/2024

  recall was performed on vehicle in 2022 and has since put about 38k miles on vehicle since recall was performed. spoke with customer and told him to bring the vehicle in so we can see what is going on and we can advise from there. Vehicle is currently at our service department now.

• Initial Complaint

  Date:06/22/2024

  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 6/20/2024 at 6:30pm, I purchased a 2024 Toyota Grand Highlander XLE from the Toyota of Riverside dealership. However, I discovered through independent searches the following day that a recall, stop sale, and halt of production and delivery had been ordered by Toyota on this car model prior to me purchasing the vehicle. The car should not have been sold to me by the dealership and I should not have been able to drive it off the lot. Not once during the sale was any of this mentioned to me. When I went in the following day, the sales manager ************************* and sales representative ************************* denied both the recall and the stop sale. When I showed them my VIN with the recall on Toyota's search function, they said that it wasn't accurate and there was a fix, despite it clearly saying there was no available remedy. I'd like the sale and contract voided according to lemon laws.

  Business Response

  Date: 06/25/2024

  Car was sold same day as stop sale order issued - dealer did not know - dealer has unwound vehicle and refunded customer

  Customer Answer

  Date: 06/25/2024

   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.

• Initial Complaint

  Date:05/30/2024

  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.

  *2 days-May 28 and 29, 2024*Paid $792.81for actuator presumably related to alarm/short circuit issue with my vehicle on May 29.*Toyota failed to prioritize problem causing alarm to short circuit and drain out battery. Receipt for May 28 shows replacing battery and terminals. Replaced Alarm? Air and cabin filters replaced, also Resurface rotors and replace brake pads. Regular maintenance (prepaid care). Other recommendationshold. My bill was $754.49. Arrived home and same problem with alarm persisted. Brought truck next day May 29. Informed service rep and made clear what was going on. Rep mentioned actuator on door likely problem may need replacing. Rep called and stated actuator needed replacement and after check alarm. I gave ok and Actuator replaced but the problem with locking and unlocking driver door still remains and did not fix issue with alarm. Actual problem turned out to be Body ***. *2 days of original problems with alarm issue, locking and unlocking of driver door and the use of alarm remotes connecting were not fixed. Repair technicians made many recommendations for my truck, but not the reason truck towed in. *Service rep recommended replace body *** to fix problem. This repair would cost $1200.00 but offered discount and pay approx $900. It is difficult to TRUST that Actuator needed replacement. I paid repair on May 29 for $792.81 and now told its the body ecu. My truck is 7 years old and only ****** miles. I use for work 10miles a day. The truck is in excellent condition and for this Alarm/Short Circuit/Body *** issues popping up makes me doubt the validity of other recommendations, I turned down the *** repairs because total repairs for 2 days totals $1,547.30. An additional $1,000 is needed for ***. But did Actuator really needed to be replaced? Toyota diagnostic should have identified the problem. I need them to honor their mistake with repairing the *** for what I paid for actuator. Fair request to gain their trust again.

  Business Response

  Date: 06/04/2024

  Thank you, we have all service records and Service Director is reviewing history of diag / repair

• Initial Complaint

  Date:05/23/2024

  Type:Billing 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 am a victim of identity theft. I've noticed unauthorized transactions and suspicious activities linked to my identity. I've filed a police report, but I need assistance in resolving this issue. I hope to recover my financial losses, clear my name, and request your help in removing this inquiry from my credit report. Please help meinthismatter. -------- NCCINC/TOYOTA OF RIVER, Inquiry Date - 1/21/2023 ---------

  Business Response

  Date: 06/03/2024

  While we do use NCC for credit inquiries here, we only have access to an inquiry for 3 months. This apparently happened in Jan 2023 (over a year ago). We also do not have newer data on this client as the last dealings we had with her, was for a purchase of a 1922 Sienna in Jan, 1922. We are so sorry this has happened to her, we do not retain record of her SS# but we do run software that would have been a mis-match to anyone else trying to use it here and would've been stopped once that was determined. Recommend reaching out to the agencies that show the inquiry and inform them of the identity theft asap

   

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

  Customer Relations Manager

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

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

• Initial Complaint

  Date:08/16/2023

  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.

  When I purchased my vehicle, the finance manager sold me on the $8000 "platinum service" package. He said it covered EVERYTHING for 8 years or 75000 miles. It covered every scheduled maintenance, it covered if someone slashed my tires, it covered if I got a dent in my vehicle, vehicle fires....everything you could possibly imagine. He told me some WILD things that would be covered in this $8000 Platinum Service Plan. It sounded like excellent protection. I ended up agreeing to it because it covered maintenance as well! Turns out- it doesn't cover ANY of that. The part that I'm most upset about- is that it DOES NOT COVER ROUTINE MAINTENANCE. Now, I don't forsee a vehicle fire or slashed tires anytime in the near or distant future, so I'm not upset about any of that NOT being covered. I'm upset because my husband and I were lied to. They made very false promises and probably got a decent commission for upselling this lie. How many people have they done this to? Lied directly to their faces!? There should be a legal consequence for such behavior. I'm disgusted by you, Toyota of Riverside. You should be ashamed of yourself.

  Business Response

  Date: 08/17/2023

  Cory purchased a 2018 Tacoma from us in Apr, 2018. With that purchase she also purchased a combination of coverages, including an Extended Warranty (VSA) to cover repairs of covered components, a Tire Warranty to cover her tires in the event of road damage and a Maintenance Plan that covered maintenance costs, as prescribed by Toyota Corp. and each of them with their own time / mileage parameters for coverage/expiration.

  What she is referring to is actually the VSA, not the Maintenance. Maintenance is for 5 years or 55,000 miles whichever comes first and did in fact expire as of last April of 2023. However, if she were to reach out to Toyota Financial Services, the carrier of the plans, she could be eligible for a 1 year grace period if there are outstanding maintenance services/visits left open after the expiration date. That is entirely up to Toyota Corp. 

  It appears that there is misunderstanding on the part of the client and I have included copies of the signed documentation to support what actually was purchased, of which the client was given copies of in 2018.

  There is a lot of information downloaded on the client during the purchase/contract signing and we are very transparent about what is being purchased, however, it is very common, even with that transparency,  to miss a lot of that information, so I understand the confusion.

  We apologize for that confusion

  Sincerely,

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

  Customer Relations Manager

   

• Initial Complaint

  Date:06/08/2023

  Type:Product 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 Sunday June 4, 2023 I bought a car at Toyota Riverside dealership and traded in my car, contract sign. They called me the next day trying to go back on the deal threatening me if i don’t re do the deal they will not pay off my trade in. They claim the value of the trade in is less due to mechanical issues. My car was running on Sunday and now they are giving my car back and it doesn’t run. They must have messed with the engine or something They are wanting to set up a new contact which would raise the amount finance from $30450 to $34450. I am just asking for original contact to be honored or at minimum to have my trade in car fix, which they have broken.

  Business Response

  Date: 06/14/2023

  Trade had engine noise on start up and engine seized, This dealer did not cause engine failure and this dealer will no longer be entertaining the idea of using his trade in a deal. Customer has been advised and was offered other options but he declined. Deal has been unwound.

  Thank you

• Initial Complaint

  Date:10/24/2022

  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.

  I purchased a vehicle and the dealer attempted to have me purchase and alarm despite declining the alarm. The salesman (*****) included the cost of the alarm prompting additional $817 down payment on top of a $3k down payment I had decided to do. When in finance the finance representative ***** tried to sell me the alarm and I declined the alarm. ***** said he would be giving us the alarm for free but then included it in the contract as an additional cost of $500. I did not catch this until after we had signed the contract and were outside the dealership getting ready to leave. After looking at the contract I went back inside and expressed my concern with ***** and let him know I was upset. I had declined the alarm, told it was free and then was charged for it. This was deceptive. We re-signed the contract removing the cost of the alarm ($500) but in the moment I had forgotten about the additional $817 additional down I had given the dealer. The dealer offered to redo the contract again but would require that my wife and I lose a day of work to complete this. My wife just started a new job and this was not possible for us. The dealer did not offer any other resolution until days later during a call to discuss the vehicles transmission failure resulting in a cost of $9,600. Thankfully, the transmission is covered under warranty but this resulted in a cost of $84 for two days of rental because I needed the vehicle on a saturday and the warranty only covered 5 days rental. This was only 6 days after purchasing the Toyota Certified vehicle. I have concerns about the certification and do not believe the certification is valid based on the failure and question whether the vehicle is sound. After to speaking to **** a Customer Service Manager, he had let us know the dealer would not do anything to resolve the issue in its entirety.

  Business Response

  Date: 10/25/2022

  We have already reached out to this customer and they are still not satisfied. Contract was corrected, same day, after the alarm (which is installed on all our vehicles) was accidently left on the contract, the vehicle in question is a certified Used Toyota and comes with a warranty which covered a transmission repair due to a whine noise heard (this failure would not have been able to be predicted as major components are not torn down on a certified inspection and noise was not detected on test drives pre-sale. The additional 800.00 that was paid as an increase in down payment was to lower the monthly payment, which they wanted and  it did.  Deal is now funded, rates on used cars change every day, we are unable to guarantee current rate and 800.00 reduction will mean an increase in monthly payment.

  
  

  Thank you,

  Customer Answer

  Date: 10/25/2022

   I am rejecting this response because: The dealers statement is false. The additional $817 was needed because the cost of the alarm was included without my knowledge in order to bring the monthly payment down.  The alarm was not forgotten. Finance tried to sell it to us for an additional cost. I denied it and was told that it would be included for free, complimentary. How can that be a mistake if ***** the finance rep then went to remove the alarm himself. He had stated it was free. It was then included in the contract for me to sign. It was not a mistake, it was not forgotten, it was intentionally added after I declined it. They were hoping I wouldn’t notice. I caught it and had them remove the additional cost and in haste I had forgotten about the additional $817 down. I only intended to put $3k down to match the payment we desired. The dealership is now fabricating lies in an attempt to save face but they are wrong and deceitful. 
  
  
  

  Business Response

  Date: 10/31/2022

  I have attached a screen shot of this customer's deal - the deal is already funded and can not be changed at this point, but even if it could, with the new calculation,  the monthly payment would in fact go up w/o the additional 817.00 to 353.70 / month

  
  

  Thank you,

  
  

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

  CRM