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:09/06/2024

  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.

  On June 23rd I went to this dealership to Possibly take home a ***. I went over numbers with a manager who was very persistent. I signed for a credit application to run my credit for the purchase of this car. I wasnt satisfied with the numbers so I respectfully didnt want to pursue anything further. After trying to negotiate more i wound up telling the manager I was not planning on putting anything down. He offered a program to help me with a down payment. I asked if it was a credit card and he says well, yes I Jokingly responded no thank you, I have enough credit cards in my name. With that being said I ended up leaving. Weeks later I get a credit card in the mail in my name. To my understanding i have to sign something to receive a credit card. I never signed anything. For a while I was back and fourth with the dealership. I know they will remember me because he soon realized he made a mistake, and after not being able to find a resolution for me, he offered me a free oil change I never responded and was tired of them not being able to fix their mistake and running my credit and signing me up for a credit card. Today August 27th I open some unopened mail sitting at my table and realize that this same dealership apparently ran my credit once more without my permission. This paper says I was a co-applicant on a Toyota rav4. I have never looked into a Toyota. I went there for a *** that I saw and left without, because the numbers werent right. Looking at this paper now infuriates me because this is the second time that they do a scam with my credit like this. By signing me up for that credit card Im only assuming that they were hoping to hit me with good news that day, about me qualifying for something they already signed me up for, in hopes that Id say yes. Now with this paper about me being a co-applicant on a car I never applied for I am sure that this dealership is nothing but unorganized and scamming. This is my credit theyre messing with.

• Initial Complaint

  Date:06/08/2024

  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 vehicle in February 2024 from Toyota of West Covina and was forced to add Zurich Shield to my contract. Zurich Shield was described as a car detailing in which I can utilize at any time to wash the exterior and interior of the car. I told them I did not wish to add this as it was $1,900 but it was the owners mandate and no one had the authority to remove it. In the last month, I have attempted to file a four different claims with Zurich Shield in which I was told that the claim was denied due to me not attempting to clean car or stains prior to submitting the claim. This policy did not disclose that part.

• Initial Complaint

  Date:06/05/2024

  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 purchased a used car on 5/20/24, the dealer gave me a due bill for work to be performed another day. I dropped off my car with their service ***** On 5/31/24 to have the due bill work completed. On 6/4/24 the service department called and said I will be charged for the work that was included on the due bill. The work still has not been completed. The service department says I need to talk to the sales department to cover the cost but no one from sales will call me back. They have had my car almost a week and still have not completed the work that was listed on the due bill.

  Business Response

  Date: 06/25/2024

  We spoke with guest and repurchased vehicle from guest.

• 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.

  Vehicle was damaged by dealership when I dropped it off for a recall. Vehicle sat from 11/04/23-01/08/24.Rear bumper, front bumper, passenger side door damaged, inside driver door plastic scratched damaged. They have refused fix issues. Now I am asking they pay me for vehicle in full for what I paid when I bought vehicle plus all original parts installed and tinted windows. Or give me a New 2024 Tundra I choose color and trim level with all parts that my ************************** with this request. My Tundra only has over 2000 miles.

• Initial Complaint

  Date:02/07/2024

  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.

  I am filing a complaint against Envision of West Covina. On May 7th, 2023 I signed a lease for a 2023 Toyota Corolla Hybrid SE FWD. *********************** is the finance manager who handled my lease. In the Gross Capitalized Cost Itemization and Other Items Section on page 4 of 11, there is a line called i. UNIVERSAL-surface for the amount of $1,595.00. I called Toyota Financial and the dealership itself and was not told what this item was. The employees who answered the phone were not sure of what this was and thought it might be a warranty or paint protection. I want to know what exactly I paid for and I would also like to be refunded. This item was not listed in the ****************** and Other Products section of the lease on page 5. Additionally in section 18, of the lease under Warranty on page 5, it clearly states that I do not have any warranties for this lease.

• Initial Complaint

  Date:10/25/2023

  Type:Order 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 Oct. 14, 2023 I purchase a Toyota Tacoma and during financing I declined to but any services offered by the agent. My sells representative told finance that I did not want any pre paid services and they agreed to just sell me the car plus the finance charges. I was not given a chance to review my contract on paper because their printer was not working, instead the finance manager gave me a *** card to open the contract at a later time. Next day i was able to open the *** and noticed that he had added 3 prepaid services without my consent. I went back to the dealership and another finance manager refused to cancel 2 out of the 3 add ons. On Wednesday a sales manager told me that he will cancel one of them but not the other one. I told him that in my contract those 3 items are marked optional and I did not want them. He never called me back as he sais he was.

  Business Response

  Date: 11/07/2023

  **************** purchased a vehicle and warranty products from Envision Toyota of West Covina.  **************** requested  that the products be cancelled.  On 10/26/23 Envision canceled the **** for $1725.  The refund was sent to the lien holder, as the cost of the product was included in the finance amount.  The ****** and Dent protections ($1600) were cancelled on 10/30/23 and the refund was sent to the lien holder, due to the fact that the products were included in the amount financed. At this point there are not products attached to his contact and the refunds have been issued. 

  Customer Answer

  Date: 11/17/2023

   
  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. BBB made a difference in order to obtain a satisfactory outcome. After filing the BBB complain, the business took this case more serious and expedited the process that at one point the dealer refused to cancel. I was also asked by the dealer to write a statement releasing them of all liabilities. Thanks for helping consumers who many times experience abuse and unethical business practices from big companies.  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/05/2023

  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 Aug 6, 2023, I went to buy a new Toyota Rav4 prime from this dealership. I bought the car cash for over $60,000 total. During the transactions, the dealership told us that we had to fill out a credit app due to the "patriot act" and that it was required. We exclaimed that we didn't want to but they reiterated that it was required and that there would only be a soft pull on our credit.After the transaction we were given a thumb drive with all of our documents. When I got home and checked the documents, there was only a finance transaction. No cash receipts, no ***************** of sale, etc. Nothing that said I gave them over $60,000 and that I owned the car. They did a hard pull on both my wife and I impacting our credit scores.After multiple ignored calls and emails I was finally sent copy of their deposit of my checks, still no receipts and no cash sale. After my insurance rejected the addition of the car citing my information didn't match what was submitted, it was discovered that they either had not registered it with the *** (almost a month later) or that the paperwork they had listed a lienholder. I have sent multiple unanswered emails to the salesman, finance director, underwriter and general manager to send me a ***************** of sale and void the finance contract. I have nothing that says I paid cash for that car. I have opened a case with Toyota who is just referring back to the dealership. Talk about the fox guarding the hen house.I am 100% confident that this was intentional to apply for credit incentives. I am equally confident that an audit of this and other cash transactions will uncover a pattern and that everyone at the dealership is aware and complicit to this. Consumers should be warned about this dealership.

• Initial Complaint

  Date:07/05/2023

  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 traded in my Toyota at another dealer. I stopped by Toyota Envision to cancel my ************* and my extended warrant. This occurred in March. I call the dealer the end of April to find out the status on my refund. The finance department told me I need to call those companies directly. I called the *** insurance and was told that the dealer never submitted any paperwork. I sent them the copy of the paper the dealer had me sign. They initiated the refund which I received. I called First Automotive and they told me that they hadnt received any paperwork either. I submitted the paperwork as well. Now we are going into June. I called First Automotive and they stated that they shouldnt be dealing with me and that the dealer should be doing what Im doing. They stated that the refund will go to the dealer and it is up to them to issue the refund. I called the dealership and have been given the run around with no resolution. My sister works for a dealership and for the business office. I know that dealerships want to delay any refunds as much as possible, but waiting 3 months is ridiculous. The pubic needs to be aware of how shady Envision Toyota is. Theyre quick to sell you the warranty, but leave you doing the footwork to get your warranty refund.