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:02/26/2025

  Type:Billing 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.

  In January they charged me $81 in *********** February $220 I called asking an explanation. I went to the place to try to solve the problem, nobody cares about the steal.

• Initial Complaint

  Date:12/02/2024

  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.

  I came in to buy a 2021 Toyota Prius Prime. Test drove it and all was well. Sat down to fill out paperwork and said I was perfectly fine with the price printed on their sticker: $23,891.I told them the car qualified for a "Used Clean Vehicle Credit", and the salesman agreed. He pointed out that the car would qualify as long as it was under $25,000.We started to fill out paperwork, and he put in the price of the car as $24,999. I asked him why he was suddenly charging me more than the price on the window. He said they were including a "dealer alarm" that brought the price up exactly $1108. I told them I didn't want their alarm, I just wanted to buy the car at the price they were advertising.The salesman said "you're getting a tax credit, so you're still coming out ahead, why are you complaining?"I said I didn't want to suddenly pay $1108 more for some extra hardware and asked them to remove it, whatever it was, and sell me the car for the price on the window. The salesman got his manager (making me sit there for almost half an hour) and the manager came over and told me that the alarm was a "mandatory item", and that I shouldn't worry because "the price will still be less than $25,000". Again I asked for the alarm to be removed. The manager said "the alarm is impossible to remove.""Oh and it just happens to bring the total up to $24,999, huh?" I said."Yes."I said I wouldn't pay more than the price on the window, and the manager just said "no sale then", and got up and left.The manager was clearly using the tax credit as an excuse to over-charge me, making the credit pointless, and the business is clearly doing a bait-and-switch with the price on the window. Both these practices need to stop.

• Initial Complaint

  Date:08/05/2024

  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.

  I bought a car last year. It was sold to me as a certified car from Keyes Toyota of Van ***** Meaning it had to meet certain high standards to be considered certified. I bought it with the confidence that the car was in good condition. Which is the is why I came to a reputable dealership. It hasnt even been a complete year and the car has started to have problems and the paint started to peel off . I decided to sell it just because I wasnt happy. When I went to get it appraised, I was informed that the car has about 6 serious issues starting with the frame has been damaged, passenger and driver fender was damaged, driver door and other things listed on the appraisal. All of this things were never mentioned to me. The car has been involved in a major accident and its pretty much a salvage. I was specifically told that , they do not sell salvage cars. I felt very confident that the car was pretty much a new car and that I was dealing with reputable people. Now, I am in a situation where the car is unsafe. I need another car but I dont have enough to buy another one. The new dealership is not willing to pay more for this car. I am a 70 year old man. I tried to understand as much as I could during the entire deal. I was able to catch that they were charging me $3,000 dollar out of thin air, which they removed after I asked for explanation. I was offered different rims for my car which in the end were not given to me. Once, the deal was made with the understanding that I was getting those things, nothing was given to me. I let it go because I didnt want to deal with them anymore . But now I come to find out that my car was sold to me in a fraudulent way. I am an older person who is retired. I dont have much money. I want is for the dealer to make this right. Please help me resolve this. The dealer does not make themselves responsible. I am absolutely saddened and disappointed that they would take advantage of people this way but specially of an older person

• Initial Complaint

  Date:04/16/2024

  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.

  I purchased a Toyota Sienna from Keyes Toyota in ********, **, part of Lithia Motors ***** in December 2023. The vehicle, which cost $35,000, exhibited severe safety issues immediately post-purchase, including brake fluid contamination. The dealership acknowledged the fault and agreed to rectify the situation by replacing the vehicle with a Black Toyota Grand Highlander Hybrid, expected in their inventory by March 2024.Despite multiple follow-*** and assurances from the General Manager, *******************************, and other staff members, the dealership has failed to provide the replacement vehicle or a concrete timeline for resolution. The last communication from the dealership was on February 3, 2024, stating the vehicle would arrive in March. However, subsequent emails to the dealership have either bounced back or received no response, leaving us without a vehicle and no solution in sight.This issue has jeopardized my family's safety and significantly inconvenienced us. The dealership has repeatedly failed to uphold their commitments, demonstrating a lack of accountability and disregard for customer satisfaction and safety. I have attempted to resolve this matter amicably and directly with the dealership without success, necessitating this complaint to seek your assistance in facilitating a fair resolution.I request the BBB's help in securing the delivery of the replacement vehicle as promised or a full refund to enable us to purchase a vehicle that meets our needs and safety standards.

• Initial Complaint

  Date:11/29/2023

  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 10/28/2023 I purchased and paid cash for a Lexus ES350 from Keyes Toyota of ******** as a gift for my disabled elderly mother who lives alone in ***********. Immediately and over the next 3 weeks, she had to have the car towed 3 separate times because of Power Steering alerts that continued to come up flashing and beeping loudly on her dashboard. She took this to her local Lexus dealer each time. Finally on the 3rd visit they located the problem (instead of just clearing the codes). As explained to us on the invoice "Due to the fact that ***************** Tracker' (that Van Nuys Toyota ) installed incorrectly, damaging the multiple wires, and repair wiring harness." The Lexus dealership in Coachella then charged my mother $600.00 for the problem that ******** Keyes Toyota caused. Subsequently, prior to the repair being authorized, I have made multiple attempts to contact Keys Toyota, leaving messages, and being promised that I would receive a call back 'very soon by a manager' but they were in a 'meeting.' I also left voicemails directly to the General Manager, as well as emails, to no avail. In the end my elderly mother was forced to pay $600 in order to have her new car fixed and returned to her. This is Grossly unprofessional, purposely negligent, and seemingly dishonest. We are now faced with having to file a Small Claims in court which I am confident will be a slam duck, as well as reporting this to the ********** of ******** Affairs. An Extremely unfortunate experience which has caused me to wish I had worked with a different dealership who value their clients with integrity.

• 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.

  We bought a used car from this dealership.First of all they parked the car little bit dark side of the store so you can't realize frames are not equal,front hood is not symmetrical.we realized that a couple of days later we went there again.The store like a tricker club.*******************,*******************,***************** and others,probably general manager inside this club to.They are so dishonest.They have tricking business,they are buying crashed cars from auto auction with another company.those cars crashed but unreported we did not understand we supposed they were helping us! But the reality they are tricking people. other toyota stores has a hundred cars their used inventory but this *** Nuys store has a 300 cars in their used inventory.they are selling crashed but unreported cars.its our first car and we dont know how can I buy a car we don't understand which one has a good condition that's why we went toyota.they choosing people specially like us ,immigrants and who don't know how to buy a car. we accept this is our fault but maybe we can protect others.You can check carfax reports of their used inventory you will see of course auto auctions almost every cars.

• Initial Complaint

  Date:09/22/2023

  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 request service at Keyes Toyota last week. I went there to do my 100 thousand service. I asked for an stimate on price,and was told about $300.. once my car was in for 3 hrs they call me around 3 pm that my car required many services, total will be more than $4000 I got scared driving a car with all the supposed problems.. we ended up paying and get service ?? completed. Today 9/21/23 my car started vibrating from my steering wheel, I call Keyes service, I told them the problem and manager asked me if I can bringing in. Which I did. Once I was there the manager **************** approach me and call the master technician to look at it. He told me it looks like is my air conditioned motor.. they put a new filter a week ago. My car first time I brought in wasnt making noises neither vibrating and I questioned that.. the tech told me once checked that ************ in the filter they put in was broken. I asked why? I did not have that problem before, and why they didnt tell me that when they changed filter..He said they can replace it but I have to pay another $300 for motor and that they will not charge the work hand..I asked to speak with **** D manager and he told me the same thing.. he said it is a used car and things get broken from a day to next day it is like you, you are healthy now you dont know tomorrow those were his words. Not wheeling to replace everything for free my car wasnt vibrating I point that out and when I bought used car from Toyota it was a certified used car, if the motor was broken they should notice that..I told him I will open a claim with BBB and he told me are you Threatening me I said no I am just telling what I do.. I asked him for his business card and he refused to give that. What he told me to have a phone take a picture of my name in the window.. very rude and made me feel like I have to pay something that I did not break. Please help me with this was $3985.84what they charge me.

• Initial Complaint

  Date:08/07/2023

  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 went to buy a used 2021 ***** 3 Premium Plus from keyes toyota on 6/27/23. ************************* and his assist manager ************************* were the sales people. They gave me a carfax to let me know all the conditions of the car. I was allowed to test drive the car around the block, everything seemed fine. We negotiated and they even sold me platinum extended warranty which they stated would cover EVERYTHING except windshield, wipers, and wear & tear. A day after I bought the car I started having issues with the vehicle displaying warning lights. I also started to notice that my car was very low and it was getting scratched and damaged from it being so low which I didn't know, i thought that's how the car came. It scraped on every curb and garage entrance. So i took it to an actual ***** to get it checked out. They told me the car had two after market installations that were problematic. One was the exhaust pipe, which ***** said would cause me issues in the future with Smog Tests, and that Keyes Toyota should have told me. Another was the lower leveling of the car, which ***** said was not how these cars were made and it would be scraping and damaging. They also said with the extended warranty, when a car is altered, it voids those parts from coverage. Both *****/***** avoided my calls. I went back to Toyota to explain my frustration for failing to tell me this. I told them they failed to tell me this in the sale of the vehicle. It's not like they don't have several *****'s in their lot to know what an original ***** 3 should be. Had i known i could've negotiated this in the deal to have them put the car back to its original state. I also wouldn't have bought an extended warranty either. I now have to spend my own money to try to lift the car back to it's original height and the exhaust pipes to it's original state so I don't damage the car. I feel like it's a cost they should reimburse me for failing to sell me a car without telling me that the car had aftermarket parts.

• Initial Complaint

  Date:04/11/2023

  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 wife and I bought from this dealership on 2/25/2023 a 2020 ***** Pilot Touring for $36 K, with taxes, fees etc. the total purchase was over $42 K. The car had the manual missing and only one head set for the *** system in the back. When we test drove the car there was a floor mat set in the back. After taking forever, several hours to finish the paper work, it was late into the evening. We drove the car back home and found out the next morning that there were no floor mats. I tried contacting the sales manager ******************* but he never returned my calls. I contacted the product specialist (salesman) ****, who I do not blame. I feel he is stuck with bad management. He told me he would get mats for me when they get another ***** Pilot. I called him back several times now and he responds by saying I will let you know when I get ones in. However, it has been more than a month now. It's ridiculous to have made a purchase this big and have essentially an ************** without a manual, missing headset, and worst of all floor mats that seem to have vanished in the process of them cleaning and getting the car ready for us. We did not notice the missing floor mats because it was late at night and it was raining heavily on that evening. This kind of service and giving a customer the run around after they have made a significant purchase at your dealership is just not acceptable. Very disappointed- especially that original floor mats are hard to find and cost few hundred dollars.

  Business Response

  Date: 04/11/2023

  Keyes Toyota profusely apologizes for any inconvenience caused by our staff.  We value each and every customer and our intention is to earn customers for life - occasionally we fail.  No excuses ... we will acquire new floor mats and send them to the guest ... I hope this response resolves this complaint, sincerely.

  I welcome the guest's direct communication with me for any other matters and I can be contacted at ************.

  Very truly yours, 

  ******************;

  General Manager

   

   

• Initial Complaint

  Date:01/06/2023

  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 purchased a Toyota Care Package February 13, 2022 when I purchased ******************* from Keyes Toyota. The Toyota Care Package was for the amount of $994. Keyes Toyota assured me the Toyota Care Package would be honored at any Toyota Dealership. I tried to use the Toyota Care Package in ***** and ********* at Toyota Dealerships but they wouldn't honor it. I reached out to Mr. ***** (Keyes Finance) August 1, 2022 and explained the problem I had so he recommended I send him an email to cancel my care package with a picture of my odometer reading and he would assist me getting my money back. I sent an email the same day to Mr. ***** requesting to cancel my care package which included a picture of the odometer. Mr. ***** responded to my email August 5, 2022 and asked me to fill out an agreement cancellation request. I filled out the agreement cancellation request and sent it to Mr. ***** August 6, 2022. I followed up with Mr. ***** October 11, 2022 to get a status of my cancellation request and he told me he never received my agreement cancellation request so I forwarded the cancellation request the same day to his email. I've left several voicemails and texts to Mr. ***** December 2022 but have yet to hear a response.

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 5, 2023/01/11) */ Contact Name and Title: ********** Contact Phone:************* Contact Email:*********************** *** - thank you for your communication. My name is ********** and I am the general manager of Keyes Toyota. We have investigated this matter and acknowledge Mr.*******'s request for the cancellation of his pre-paid Maintenance policy (PPM) via Toyota Financial Services (TFS). Back on August 6, 2022 we did receive a quote via TFS for the cancellation of the PPM and we have subsequently cancelled the product. Mr.******* will receive the refund within 2 to 3 weeks for the full amount. We are very sorry for any inconvenience this matter might have caused Mr.(s):******* ... please feel free to contact me directly regarding any aspect of this matter at ************* ********** General Manager