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:04/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a used Toyota Prius. Vin number JTDKDTB31F109334

• Initial Complaint

  Date:07/03/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Consumer contacted business to purchase a car by phone in June. (smartpath) She was asked to put a deposit of $500 down while they checked her credit. The credit check came back ok but the consumer decided not to make the purchase at this time. She asked for a deposit back and has been unable to get her refund. ************* has called several times and visited the dealership and been told they would mail it etc. Now the business says they have been hacked and they are unable to refund right now.It has been a month and she would like her money back now. (entered by BBB DG)

• Initial Complaint

  Date:06/11/2024

  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.

  We purchased this car and received a recall notice that the passenger airbag will not deploy. When we took it to the dealership they said they could not fix the issue until 2026 and told us to " drive it if we feel safe...".I am not sure that is so appropriate and we would like our money back or a new car.

• Initial Complaint

  Date:04/09/2024

  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.

  On Saturday 4/6/24 I purchased a used 2005 Toyota Tacoma from Toyota Marin Dealership. I test drove the vehicle and inspected it to the best of my ability, and found nothing to be wrong. I was aware that there was a fair amount of rust under the truck. I decided to purchase the truck. I paid 7000 dollars down and financed the rest. I was told that I had 3 business days to return it if I was unsatisfied. There was no mention of a mileage cap for the return. I would have had a 3rd party mechanic look at it, but it was 8 PM on a Saturday. The dealership had done a pre sale inspection, and replaced all the brakes and performed other maintenance. I drove home(2.5 hrs) on Sunday evening. 20 miles from my house, I started to hear a binding noise from the passenger front area. I stopped to inspect but found nothing. I took the truck to Toyota Auburn on Monday morning and had it inspected. The mechanics found the hub assembly/wheel bearings completely faulty, in addition to the backing plate missing on the driver front wheel. Toyota Auburn said if a proper pre sale inspection was completed, the issue would have been seen and resolved, especially since the brakes were replaced. Toyota Auburn quoted me 1800 dollars to fix the two issues. I called Toyota Marin and explained the issue. They denied any neglect and refused to help me out at all. The only options they gave me was to keep it and pay for it myself, or drive an unsafe vehicle 2.5 hours back to their dealership to pay them to fix it. I have photo and video documentation of the state of the bearings, as well as a documented pre sale inspection. The issue was forwarded up the chain to the *** ****, and then his superior, ****. Both were rude and unhelpful and suggested that I should have done a better inspection myself, or not purchased such an old vehicle. I believe it is their responsibility to fix the issue, they have the resources and moral responsibility to do so. To remedy this issue myself would cost over $2500.

• Initial Complaint

  Date:04/06/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The dealership's General Manager, *********************, and I spoke briefly by phone. We agreed that I would email him a Demand Letter (attached). On 3/30/24, I did. I since followed up. Thus far, I received no response. Please note that supporting documents in addition to the attached Demand Letter are available. I emailed them to ****************. I would be happy to email them to the BBB if there is a specific email address you suggest I submit them to. In the meantime, please refer to the Demand Letter for information about the nature of the problem.

• Initial Complaint

  Date:03/06/2024

  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.

  Last year in October I purchased a Toyota 4Runner SR5 2006 at Toyota Marin for the value of $9,000 plus fees the seller told me that the vehicle was certified and passed inspection however once the vehicle was delivered I notice Toyota 4runner SR5 2006 had 245K miles on it however when I test drove the vehicle it ran great until it was dropped off at home and later the next day the vehicle began to have several issues yet they sold me this vehicle claiming it had no issues and showed me a passing emission score on the vehicle inspection how strange don't you think? First it was the **** system reading incorrectly a small leak and I paid to buy an aftermarket part from auto zones then the tire sensor began going out and the engine throttle system was dirty and wasn't getting enough air into the engine. The radiator was low & dirty and full of rust and other deposits inside, I got the radiator flush. An oil change for the whole vehicle needed to be perform from motor, transmission, It also needed to replace the brakes completely and it might need to bleed the brake lines as well. When driving the 4runner it would smell like fuel inside the vehicle and I would try to find the source however I was never able to find it to this day. I believe that the sales staff sold me a useless and damaged vehicle by falsifying documents to show that their were no issues with the 4Runner SR5 2006. However I spend about $1400 in repairs and still the vehicle has the same issues. I spoke with an assist manager over the phone at this dealership and they told me to bring the vehicle in for inspection but they will not perform any repairs because I needed to show proof of warranty. I requested that they let me speak with their technician who perform the multi point inspection and they said that he will not be there. So either they are trying to cover up for their mistakes. I would like for the dealership to either repair the vehicle completely or refund me my money to include any repairs I had done to this vehicle and they can take back the vehicle.

• Initial Complaint

  Date:03/02/2024

  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.

  On Sunday 2/25/24 I bought a used 2020 Cadillac Escalade with 33k, and traded in my 2021 Toyota Camry at Toyota Marin in *************. The sales person I made the deal was with ********************* and sales manager *********************. I was at the dealer 7hrs because of them shifting back and forth between customers. On Monday 2/26/24 I was at home cleaning the truck I had just purchased and when I was cleaning the wheels I noticed that the passenger side front tire had side wall damage. The tire had a really bad gash. I knew I didnt hit anything on the way home from the dealership so I called in to the dealership and spoke with **** to let him know the safety hazard I had found. He mentioned he didnt know if maybe that was caused by me so I remembered I took a video of the truck while it was at the dealership because I was excited! I reviewed that video and I was able to pause the video and see that the damage of the tire already existed. The dealership supposedly does a 10 point inspection which they failed to detect this damage. The sales person also disclosed that this vehicle had been sold and returned prior to me because a customer wasnt satisfied with it. The sales manager told me that when the vehicle was returned they did another 10 point inspection. I sent the dealership several emails with pictures and video of proof that they sold me a vehicle with a safety hazard putting me and my family at risk. After several calls and emails they agreed to replace the tire on Saturday 3/2/24. I arrived to the dealer at the 8am appointment they told me I had but service didnt know anything about it until the sales manager arrived. When I spoke with the service advisor he told me they ordered a different brand tire than the others on the truck. I told them that was not acceptable to miss match tires. They said thats all they could do for me. I live in ********* ** and drove 2hrs to get here with a tire that is damaged! Again they didnt care about my safety. I told the dealer to replace all 4 tires with the off brand tire they where offering or replace the tire with the same tire that the vehicle has. They wouldnt agree to it. I told them then I would get the tire and send an invoice but they would have to replace the tire in the meantime. They didnt want to, they wanted me to drive off like that. Then they said to put my spare tire on. When they agreed for me to go elsewhere to replace the tire they said they would cut me a check but they wanted me to sign some paperwork releasing liability and that I was satisfied with the vehicle as is. I declined to sign that paper. They said they wouldnt be able to reimburse the tire if I didnt sign that. I had already made the purchase online and sent them an invoice while I was still at the dealer. They insisted on me signing and I declined. This has been the worst experience Ive had in my life! They did not care about my safety or the safety of my family. They wasted my time tremendously. I gave them several opportunities to do what was right, I didnt want anything extra and didnt ask for anything but to get my vehicle in driveable condition because I purchased a vehicle that is not safe and havent been able to drive.

• Initial Complaint

  Date:10/30/2023

  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.

  Sept 16, 2023 I purchased a 2018 Tesla from Toyota Marin. Sales associate (*****************) verified full inspection was done to the vehicle and no issues were detected. The second time driving the vehicle alerts began firing and the vehicle's braking system malfunctioned while I was on the highway. I attempted to reach the sales associate for weeks with no return phone call, and made a service appt with ***** to resolve issues, as vehicle was unsafe to drive. ******************* with Toyota Marin reached out apologizing for the inconvenience and assured me the Toyota Marin would reimburse me for the repairs made at Tesla. My vehicle was in service at Tesla for over a month, (Oct. 24, 2023 repairs were complete) where they ended up replacing sensors, the rear drive unit, and the vehicles braking system, as it was discovered there were chunks missing from my brake pads and the calipers were completely defective. I relayed this info back to **** and he passed me along to the Used Car Sales Director ***********************, who told me to provide him with proof of paid invoices via email. These invoices have been sent over along with several follow up emails, with no response from the dealership. Every time I drive the vehicle I am afraid something is going to malfunction and mine and my sons safety will be jeopardized again. I want to ensure this experience will not repeat itself for anyone else that comes in contact with this dealership.

• Initial Complaint

  Date:07/07/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Toyota Marin has a guarantee in their website that one will only pay what is on the window sticker and not a ***** more. They dont honor their guarantees.Our window sticker shows a different price than we were charged and when we requested they uphold their guarantee they laughed and said that the supply and demand is so strong now they can charge $12,000+ for a car.They only told me if the price increase less than 24-hours before I had to pick the car up or risk them giving it away to someone else. I had since let go of another car since I had made a deal with Toyota Marin and wanted to honor itbut then they unethically jacked the price up $12,000 at the last minute.