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:12/17/2024

  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.

  When we purchased our Toyota Sienna it came with Toyota Care which covers our scheduled maintenance for 2 years. At our last scheduled maintenance, we took it into this Sunnyvale Dealership and the service technician told to bring in our car for the last maintenance covered under Toyota Care before it expires in November. The sticker they had put in our windshield to remind us also said 11/2024. When we had called in Nov to get it scheduled, the dealer said we wouldn't be covered under Toyota Care because it actually expired 10/18/24 and we would need to pay for our last maintenance. I called the ****************** to clarify why they told us Nov and put that on the sticker and they said they usually honor up to a month after the expiration (and since we haven't reached the mileage) which is why they said it's not wrong and why they had told us and put Nov but the dealer is saying different and since then I've been getting the run around. I've even called Toyota Corporate to complain about this misleading and shady practice of putting a different date when they can see and know in the system the actual date we could have brought it in for Toyota Care and they said there's nothing they can do. By principle, the dealership should honor our last maintenance covered under Toyota Care instead of charging us given that they were purposely misleading and giving me the run around and not calling me back when I try to escalate to Management.

  Business Response

  Date: 12/17/2024

  The customer was contacted by the service manager on 12/11/2024 and the service was authorized to be performed. The customer had the service completed on 12/16/2024.

  Customer Answer

  Date: 12/18/2024

   
  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.
  
  Sincerely,
  
  ******

• Initial Complaint

  Date:11/06/2024

  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.

  Vehicle: Toyota Mirai Details of Incidents:On May 18, 2024, while driving my Toyota Mirai on I-80, the vehicle unexpectedly stopped, leaving me stranded on the highway for more than three hours. This was a very distressing experience, and I informed the service center that I did not feel safe driving the vehicle afterward.After several days, the service center contacted me to inform me that my vehicle was ready for pickup. However, I requested a full service of the vehicle to ensure its safety. The following day, while the service center was attempting to service the vehicle, they informed me that the computer part of the vehicle had been damaged. They explained that it would take some days to receive the replacement part from ******I opened a case with Toyota admiration regarding this issue, hoping for a resolution and reimbursement for the inconvenience and potential safety risks. However, after some time, my case was rejected, and I was denied reimbursement. I eventually took the vehicle back from them.Unfortunately, on August 17, 2024, while driving on ****************, the vehicle stopped again. Still have case with them but thy are not resdpodent to my case, my case number is 240822002256.Throughout these incidents, I have continued to feel unsafe driving this vehicle. I am hopeful that this time, the dealership will either take back the vehicle or provide me with a gas-powered vehicle instead.Desired Resolution:I am seeking assistance from the Better Business Bureau to address these ongoing issues. Specifically, I request one of the following resolutions:1.The dealership takes back the Toyota Mirai due to the persistent and unresolved safety concerns.2.The dealership provides a gas-powered vehicle as a replacement.Additionally, I would like to be reimbursed for the inconvenience and stress caused by these repeated issues and the rejection of my initial case.Thank you for your attention to this matter.Sincerely,

• Initial Complaint

  Date:06/07/2024

  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.

  Went to Toyota Sunnyvale on April 6,2024. My wife and I were looking for a used Prius we saw on Cars.com. We were looking at the car when the salesman *** came up and we asked if they could reduce the price a little. The answer was no because this car had just had the High Voltage battery replaced very recently. That sold the car immediately. We thought that with that battery, the major part of making it a hybrid, and costs several thousand dollars. He told us that we could get up to 100 thousand miles on that battery. About two weeks later the engine check light came on so I drove to shop for a diagnostic test. I was told that the High Voltage battery had failed, and needed to be replaced. I took it to two shops that specialize in Toyota hybrid batteries. Both shops tell me that the High Voltage battery had never been replaced. This salesman misrepresented this vehicle in order to make the sale. I have made calls, but after my first call when I was told the car was sold as is and they couldnt help. Any calls afterwards when straight to a full voicemail. I posted a Yelp review about the issue and ************ responded with a very polite post about how eager he is to resolve the problem. However, the email post was from a FAKE account, and he still refuses to take a call or respond in any manner

• Initial Complaint

  Date:12/05/2023

  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.

  I purchased a Toyota Tundra TRD Pro in 2022 and experienced premature tire wear along the edges within the first year. Despite contacting my dealership and spending hours speaking with various Toyota agents, they refused to take responsibility for the issue. This is a well-documented problem with wrong alignment among hundreds of buyers, with some reporting success in obtaining replacement tires and alignment services at no cost. Unfortunately, many others, including myself, have been met with resistance from both dealerships and corporate representatives when seekingredress.

• Initial Complaint

  Date:08/23/2023

  Type:Order 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.

  Date of the transaction: 08/10/2022 The amount of money you paid the business: $24,500 Discrepancy amount: $1638 What the business committed to provide you?---- Official Toyota Car dealer. Trade-in and selling of a old Toyota car and buying a new Toyota car from the car dealer. All car amount numbers are according to the Federal truth-in lending disclosure retail sale contract. What the nature of the dispute is? --- Incorrect loan payoff amount by the Toyota dealer and not obeying the contract. If any changes are to be made to the contract, this has to be informed to me and sale contract agreement should be officially changed. In this case the car dealer has made some adjustments and made some changes without my permission resulting in a net difference of around negative $1638 which is to be paid to the financial institution for my car loan. Whether or not the business has tried to resolve the problem? ---- The car dealer has contacted me regarding this issue earlier, but I dont agree with their explanation as it doesnt bind the sale contract agreement. I need BBB organization help in resolving this issue. Account number: **********

• Initial Complaint

  Date:08/16/2023

  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.

  I purchased a used Toyota Highlander from this dealership. When I talked to the salesman he assured me everything was working properly and it had been inspected to make sure nothing was wrong with it. We test drove it and it seemed good. So we bought it and while making our 4 hr trip back home the touch screen froze. The next few days it kept freezing and sometimes it would just be blank. I called after a week or two and told them the problem I called twice and they said the manager of used cars would call me back but he never did. This is a problem that occurs every time we drive the car and they had the car for months before selling it so they knew about it or didnt do their full inspection. Either way they should pay to fix a defective item they sold me and my family. I cant be driving to their location because its so far away and the salesman knew how far I lived, but I can go to a local Toyota dealer I just ask they do right by me and my family by paying to fix the issue.

• Initial Complaint

  Date:07/29/2023

  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.

  I paid $3014.91 for car maintenance on 6/20/23. I was reassured that a high quality service would be done and that I would be safe to drive for 30-40,000 more miles. *** price I was quoted for was over 4x what is quoted for a 150k service on my car across the internet and by other providers. That day, the technician said in a video sent to me that the tire pressure was set at the correct levels and quickly said that there was a problem with my tire sensor. ***y failed to show the tires actually being filled and didn't do or say anything else about the sensor. When I picked up the car, the representative reassured us that all safety-related features were had been fixed and maintained.Less than 24 hours after I picked up my car, I was driving on the freeway when my rear tire exploded. ***re was a sudden loud noise, and we could feel and hear the tire instantly shredding as we drove. We exited and pulled over in less than 2 minutes to find the tire completely shredded (see photos.) *** technician who helped with the spare said that this was due to improper tire pressure, not the impact of a nail. ***re was no nail or evidence of a nail embedded in the tire. I called Toyota Sunnyvale 5 times. Each time, I was transferred to a different voicemail box. Eventually, a manager was able to respond by text. She tried to convince me that this was due to a nail but also didn't know what happened. Again, there was 0 evidence of declining tire pressure and no nail embedded. I had to conclude that their claim that the tire pressure had been "set correctly" was a lie. ***y also failed to properly inform me of or deal with an apparent issue with my tire sensor. This was negligent of them.While I did not feel like I got the service that I paid for and preferred a refund, I asked only for the cost of my tire to be replaced to be covered. *** manager said that she would follow up with me. No-one followed up the next day. I would like something to be done to make this right.

  Business Response

  Date: 08/10/2023

  Customer has been contacted and we believe this issue was resolved. 

  Condition 
  One Tire blow out
  
  Cause 
  The tire pressure light wasn't explained to the customer at time of pickup because the system wasn't working one sensor wasn't working 
  
  Remedy 
  Do to the customer location the vehicle was brought to Hanlee Toyota in *****
  Toyota Sunnyvale had agreed to have the customer fix the vehicle and provide the invoice for reimbursement when completed 
  The customer replaced two rear tires two sensors along with an alignment. The customer provided ****************** the invoice and the check was sent to the customer. The customer did confirm they received the check 
  
  
  

  
  

  Customer Answer

  Date: 08/25/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/08/2023

  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.

  On February 7, 2023 (02/07/23) my partner and I drove up from Seaside to Sunnyvale with the intention of purchasing a 2020 RAV4 Hybrid XSE AWD in *********************** and Black interior, with ****** mi. (VIN *****************) for the asking price of $34,300, as was shown on toyotacertified.com (Toyotacertified.com's disclaimer states that the information they receive about the Toyota Certified Used Vehicle program is the sole responsibility of the selling Toyota dealership) When we arrived to the dealership, we were greeted by *****, who called me by name as we had an appointment. After we inspected the car, ***** revealed the price to be $40,791. Much higher than asking price on the website (screenshot will be provided). When the discrepancy had been pointed out, we were brought to the manager's desk where we met ******. After a few minutes of research on their end, it had been revealed that the price was in fact incorrect on the website, and that it is not the first time it has happened. We were told there was nothing they could do other than to pay for gas for our five hour round trip (four hours of driving and another hour at least at the dealership) which the total cost of came to just over $23 as we had just recently filled up the tank. ****** said they would lose money if they were to sell it to us for the listed price online. The car is now listed as $40,791

• Initial Complaint

  Date:12/29/2022

  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.

  Unlawfully removed rfid parking garage access sticker from front windshield during routine service?

  Business Response

  Date: 02/03/2023

  We have reached out to ************** several times. We have left voice mail message for ************** and we are willing to pay for the replacement of the missing RFID sticker and we would like him to provide us a receipt for the replacement sticker.. We have not heard from him and the last message was left today at 3:47pm. 

  ******************* Service Manager Toyota Sunnyvale.

  Customer Answer

  Date: 03/04/2023

   
  Complaint: 19325707
  
  I am rejecting this response because:

  It is partly untrue. I did speak with manager.

  He was willing to replace the tag.

  Thing is, it really isnt about the cost of the tag. Its the fact that I was locked out of my buildings parking area for almost a week until the replacement tag was in my possession and functioning.

  I explained that it wasnt about the cost of the tag. It was the overall experience from a customer service perspective.

  I explained that Id purchased this vehicle from his dealership and I was attempting to be loyal to their operation. I told him that theyd lost that loyalty. He seemed disappointed by that, but still rather dismissive.

  Considering the circumstances, I dont think they did enough.

  Nobody at Toyota of Sunnyvale had any desire to remedy this situation until long after it occurred when they received notice of the BBB complaint. Even then, their efforts were minimal.

  Anyway, Im over it. Just want to set the record straight here.

  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/07/2022

  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 my vehicle on July 7 2022, which I was previously leasing, including some additional services: - prepaid maintenance - extended warranty / vehicle service agreement - tire and wheel protection On July 21, I came into the office and signed agreements to cancel all three services above, which should result in a full refund because it's within 60 days. However, I checked back a month later since they said it could take time for my billing to reflect the refund. My billing never changed and when I saw this on September 7, I called into the dealership to ask. The person who answered said they would check on this for me and call me back. I did not get a call back, so I called again and they said that none of the services were cancelled, and they'd investigate after the company meeting. I never got a call back, so I texted one of the people I previously worked with and got no response. I also called some other phone numbers for a cancellation, but they said that to get a full refund, I would have to ask the dealership. Otherwise, it would be a prorated refund and potentially a cancellation fee. I would like to receive a full refund of all the services, including any accrued interest from the financing past the cancellation date July 21.

  Business Response

  Date: 01/17/2023

  Consumer Response /* (2000, 15, 2023/01/12) */ This issue has been resolved