Complaints

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Invoice # ****** and customer # *****. When I took my Tundra into see why I had a clinking sound on my drive side front. They checked my differential fluid see if that was the cause. It smelled burnt and had metal shavings in it. I took in Big Horn Toyota dealership in Glenwood Springs Colorado 9/05/23 mileage 57803. They claimed to change my differential fluid, but 73704 miles later it had to be changed again? Plus the auto shop said my plug was stripped and had to drill it out. No one had touched my differential fluid, but Toyota. We don’t haul or do much 4 wheel drive to cause it to smell burnt or metal shavings.

  Business response

  01/23/2025

  We appreciate the opportunity to address the guest's concerns and have thoroughly reviewed the issue. After researching the matter, we located a copy of the repair order (Order #******, dated September 5, 2023) and reviewed the services recommended and approved by the guest. According to the repair order, we performed a drain and fill service on three gearboxes, which includes the differential service.
  Toyota recommends replacing these fluids every 30,000 miles, as stated in the vehicle's maintenance guide (Page 1, Section 5, top right). At the time of service, the vehicle had 57,803 miles—nearly double the recommended interval for this maintenance. Based on the complaint, the guest has since driven an additional 73,704 miles. Per Toyota’s guidelines, the differential fluids should have been replaced twice more since the service we performed in September 2023.
  It is possible that subsequent services, if performed at other shops, may have affected the condition of the drain plug. However, without inspecting the vehicle, we cannot determine the condition of the drain plug, fluids, or differential components at the time of the issue. Had the guest brought the vehicle to Bighorn Toyota for ongoing service, we would have had the opportunity to inspect and identify any potential concerns.
  The guest’s report of metal shavings and a burning smell could be related to the extended intervals between fluid changes. However, without being able to see or examine the vehicle, we cannot verify the cause of these symptoms or the condition of the fluid.
  We invite the guest to bring the vehicle to Bighorn Toyota for a thorough inspection of the differentials, fluids, and drain plugs. Our team is happy to review the situation further and provide any necessary recommendations or assistance.
  Thank you for bringing this matter to our attention. We value our customers and strive to provide quality service and support.
  
  

  Customer response

  01/24/2025

  I did everything that was asks with our service on Tundra that was required. Including the break fluid. I believe my differential fluid was never changed. I can’t check my transmission fluid till next oil change. No one has missed with my drain plug for differential fluid. The technician that came out to tell me about the rubber bumpers needing to be replaced. Had nothing wrong with them. During the same visit of the other services. He had worn out steel toed boots. With the steel toes ready to fall out of boots. Then when I talked to shop manager. They were calling him there top tech.

  Business response

  02/06/2025

  We appreciate the opportunity to address the concerns raised by the guest. While we believe that we have thoroughly responded to the elements of the initial concerns, we also recognize the newly presented issues and remain open to revisiting the original concerns for further clarification and resolution.

  
  The guest has indicated that they have fully adhered to the recommended procedures, which suggests that they have performed two differential fluid changes since their service visit at Bighorn Toyota on September 5, 2023. Given that such services necessitate the removal of both the drain plug and the fill plug, it follows that if these services were indeed completed as claimed, the gear oil initially installed by Bighorn Toyota has since been replaced twice by an alternative service provider.
  Furthermore, the guest has referenced a discussion regarding “rubber bumpers” with a technician and a member of the management team. Upon reviewing the repair order (******), we find no documented mention of this particular issue. We remain fully committed to addressing this concern; however, we require additional information from the guest in order to do so effectively.

  
  As stated in our initial response, we are more than willing to inspect the vehicle and provide recommendations concerning necessary repairs or suggested maintenance. We encourage the guest to contact us at their earliest convenience so that we may schedule an appropriate appointment.
  Please do not hesitate to reach out if further clarification is required or if additional information is needed.
  
  

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 1, 2022, my daughter ****** ********** took her Toyota Corolla to Bighorn Toyota on the way home to have her oil changed. The car has an engine cover under the hood and they took it off and never replaced it. I have talked to the manager Right after the incident. He was going to send the part to me multiple times, which never happened. Called back multiple times and he isnt taking my calls. Now its November 2024 Called Big Horn Toyota and the manager has changed. He will not call me back either and They havent yet sent me the engine cover. I am not stopping until I get it.

  Business response

  11/14/2024

  from: **** L ***************************************************************** *************************************************************************
  cc: ******** **** <**********************************************************>,
  ***** ***** <*****************************>
  date: Nov 14, 2024, 3:57 PM
  subject: Case number: 22551843

  Ms. Look,
  
  I was asked by Mr. ***** to address the complaint filed with your office today. After doing some research we were not able to determine what part Mr. ********** is referring to and in an effort to resolve his concerns I took photos of a vehicle similar to Mr. *********** and asked him to identify the location of the missing part. Unfortunately Mr. ********** was driving when we spoke a few minutes ago so we agreed to speak again after he had a chance to review the photo. Additionally I looked for aftermarket (not manufacturer) parts which most clearly resembled the description of the missing part. I found a part that most closely matches Mr. ************ description but this is where the issue becomes more complicated.
  
  There is a possibility the Toyota distributor, SouthEast Toyota added an aftermarket engine cover prior to the sale of the vehicle to the ************ although I do not know this for sure. I reached out to a contact I have located in ***** and asked him but he knew of no such part. I also sent a message to the service manager at the dealership, Lakeland Toyota where the ************ purchased the vehicle. I have not heard back just yet but it is 5:51 in ******* right now. I will update the case after speaking with the service manager. 
  
  Please feel free to reach out to me if you have any questions in the meantime. 
  
  Sincerely,
  
  **** L. ******, Jr.
  ************ Voice/Text
  

  
  

  Business response

  11/25/2024

  from: **** L ***************************************************************** "*************************************" <*************************************>
  cc: ******** **** <**********************************************************>,
  ***** ***** <*****************************>,
  Better Business Bureau <*************************************************************************>
  date: Nov 23, 2024, 11:10 AM
  subject: Engine cover

  Mr. **********,
  
  We ordered the cover you sent us the picture of and it does not fit as you can see by the photos I sent you the other day. 
  
  At this point we have exhausted all of our resources for sourcing this part. We definitely want to replace any part we may have lost or forgotten to replace but according to Toyota there is not not an engine dress up cover for your daughter's vehicle. With that being said, how would you like to proceed? As you can see we are very willing to work with you in any manner we can. 
  
  Please feel free to call, text or email me on Monday December 2, ***************************************** the meantime I hope you and yours have a wonderful holiday. 
  
  Sincerely,
  
  **** L. ******, Jr.
  Proudly serving you since 1964
  ********************************
  ************ Voice/Text
  
  
   3 Attachments
    

  Customer response

  11/25/2024

  from: **** ********** <*************************************>
  to: Better Business Bureau <*************************************************************************>
  date: Nov 25, 2024, 4:02 PM
  subject: Re: You have a New Message from BBB Regarding Complaint #********

  Good afternoon this is not been resolved. They found a gray one. It was a black one that was on my car. I sent them a picture of one that it looked like I did not say that that was the one.
  
  
   Thank you, 
  **** Bullington 

  Business response

  11/26/2024

  Toyota did not build this vehicle with an engine cover but we have gone to great lengths to find a cover for the guest. We ordered a cover using the part number provided by the guest (see photo #1) but it did not fit, please see the attached images. 
  
  We will order another cover for the guest if they can provide a part number for this application, the Toyota parts catalog does not show an art number for this vehicle. 
  
  Please contact me next Monday if you have more information or need clarification. 
  
  Mark
  
  
  Thank you,
  
  **** L. ******, Jr.
  Proudly serving you since 1964
  ********************************
  ************ Voice/Text

  Customer response

  11/26/2024

  Complaint: 22551843
  
  I am rejecting this response because: **** from Toyota asked me to find a picture that it looked like I did not say that it was the one fine the one that fits my car that is black
  
  Regards,
  
  **** **********

  Customer response

  12/02/2024

  from: **** ********** <*************************************>
  to: "**** L ***************************************************************** ******** **** <**********************************************************>,
  ***** ***** <*****************************>,
  Better Business Bureau <*************************************************************************>
  date: Dec 1, 2024, 5:01 PM
  subject: Re: Engine cover

  Good afternoon ***** This is the closest I could find and I do believe this is the one Im not for sure.

  Business response

  12/02/2024

  from: **** L ***************************************************************** **** ********** <*************************************>
  cc: ******** **** <**********************************************************>,
  ***** ***** <*****************************>,
  Better Business Bureau <*************************************************************************>
  date: Dec 1, 2024, 7:58 PM
  subject: Re: Engine cover

  Mr. **********,

  
  

  Please let me look into this tomorrow as our store is closed on Sunday evenings.

  
  

  Based on the **** photos you provided and the listing description this is an aftermarket, most likely Chinese manufactured part, is that what you are looking for? If we order the part and it is incorrect we may have some non-refundable expenses, how would you like to address these costs? 

  
  

  Also I had a very productive conversation with one of the team members at the BBB on Wednesday and they are discussing our situation amongst themselves, would you like to hold off on any additional expenses until they have some suggestions for us? 

  
  

  Ill be in touch once you let me know how you want to proceed. Thanks for the additional information, it is much appreciated. 
  
  

  Sincerely,
  
  **** L. ******, Jr.
  Proudly serving you since 1964
  *********************************************************************************************************************
  ************ Voice/Text

  Customer response

  12/05/2024

  from: **** ********** <*************************************>
  to: "**** L ***************************************************************** ***** Look <**********************************************************************>,
  ******** **** <**********************************************************>,
  ***** ***** <*****************************>,
  Better Business Bureau <*************************************************************************>
  date: Dec 5, 2024, 3:12 PM
  subject: Re: Engine cover

  As far as Im looking at it, I know I had a cover on my car and yall removed it. I shouldnt have to find my cover for that car yall find the cover that fits my car and send it to me.
  
  
   Thank you, 
  **** **********

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My fiancs car was serviced on July 8th for a tire rotation and oil change and she began having issues with her tire pressure sensors. She called same day to notify Toyota, but nobody answered. She called three more times, leaving two voicemails and didnt receive a response until July 29th on her forth attempt to call and was still told she could not be seen until the 6th of August. When she got home from work on the 29th, after driving 20 miles at 75 MPH, I could hear her tire hissing. After inspecting it, I found that there was no damage to the tire (puncture, nail hole, etc.), it had separated from the inside of the rim. So after damaging more than one TPS, they also failed to properly install a tire on a vehicle that not only my fianc, but our 7 year old was traveling in daily after being ignored for nearly a month.

  Business response

  08/26/2024

  Our service manager has been in contact with the customer and the complaint has been resolved.

*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. ↩