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:03/02/2025

  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.

  On Feb 18, 2025 morning , I tried to turn on my car as I normally do every morning, I noticed that my car couldnt run , it had the dashboard lights on, so I called headquarter toyota to get a solution, the towed my car and took it to the dealership for an inspection and gave me a rental car for 5 days. After the end of the rental period I called in again because the rental was due I needed to pick up my car because they could not fix it due to the high repair cost, they never call me during the inspection to give me answers about my cars situation, So I called the service advisor **** ****** asking for next steps cause I dont have any car to drive, my car is still at the dealership without a solution and I must return the rental car, so he said he is gonna call me the next day on February 25, 2025 to meet the SERVICE MANAGER ****** ******** , fir the final solution of my problem, so finally I went to the dealership and the stated that they cant assume the loss on my car because it is to expensive to fix the electronic issue on my car which is their responsibility to fix, upon sales contract they stated that they will cover from bumper to bumper damages. After giving my complaint to them, I got their answer back , you must call your insurance company to fix your car because we are not paying it and you must take your car out of our lot. I left my car there because they must repair it, Im regularly paying for my car loan and waiting for a trustee agency to resolve this matter. Please help me to make this Dealer to pay for my car, I dont have a car to work and Im paying for it , its been more than 15 days without my car and their only answer is take my car out of their dealer ti self solve my issue . I trust BBB FOR THE SOLUTION OF THIS MATTER

  Business Response

  Date: 03/12/2025

  Good afternoon. The vehicle was towed in with the complaint that it does not start. Initially, we tested the battery and found that it needed to be replaced. Once we replaced it the vehicle then started showing multiple error codes. We found that the A/C amplifier was not working so we went ahead and replaced it. Additionally, more errors were showing that multiple circuits were compromised, which is not covered under warranty. With this type of situation, we have experienced that some sort of external event occurred, like a lightning strike or some sort of comprehensive damage that is covered under the customer's insurance policy. Ms. **** purchased this vehicle from another dealership, not ours and if they offered a bumper to bumper assurance, she should seek that at the place where she purchased the vehicle. We are happy to honor and repair vehicles' warranties if we accept them. Unfortunately, this diagnosis is not a factory warranty eligible claim.

   

  Thank you,

  **** ****** *****

  Customer Answer

  Date: 03/13/2025

  I don't know what could cause the damage to the car, the only person who put a jumper on my car was the person from the crane who came to take the car that the dealer sent

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23009463
  
  I am rejecting this response because: I understand from Toyota's response that they are claiming the A/C amplifier issue was caused by lightning or a failed jumpstart attempt, which I dispute as it was Toyota who sent a tow truck (Toyota's vendor) to collect my vehicle and whom against my advice jumpstarted the car claiming it was Toyota's policy before taking any vehicle to the dealer, similarly my ar shows no evidence of a lighting strike. 
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 03/26/2025

  While we understand that Ms. **** is rejecting our response,the fact of the matter is that we have encountered this situation several times in the past. Out of the approximately ****** vehicles that we service a year;we have two diagnoses for this complaint. Either a lightning strike or a reversed jump start on the battery terminal (positive and negative switched).The vehicle came in with a dead battery. Either way, with either cause, this is not repair that is covered by Toyota's warranty. Please see the letter from Toyota that was submitted by the customer. It would be covered by the customer's automobile insurance policy. Since the vehicle has been left at our shop, our technicians still tried to fully diagnose the vehicle to assist ******** It is an unfortunate event, while not caused by Headquarter Toyota, we are sensitive to the needs of our customers and are always trying to help. Our technicians went through the entire vehicle, and they found six systems were affected by the incident. We are attaching an estimate which includes our 8 hours of diagnostic time, which was greatly reduced to assist. Please contact us to sign to authorize repairs and assume financial responsibility or have the vehicle picked up within 3 days.

   

  Thank you,

  Headquarter Toyota

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23009463
  
  I am rejecting this response because:

   

  This has been a very unfortunate event and is affecting my life in a very negative way. It is clearly something that is not my fault, yet Toyota company are trying to blame it on me to remove themselves from the responsibility of the warranty coverage as it should be that I have paid for.

  To be one of those 2 out of 80,000 cars claimed to be affected by this diagnosis, this is clearly how this company responds and finds their way out of taking the responsibility to cover what is necessary. Neither has a lightning hit my car, and obviously to make a claim like that, where exactly do they see burn marks for a lightning strike, and how can they prove such a false claim? This would have clearly left more damage on my car if that was the case and there is no visible damage whatsoever. I also did not  reverse charge my battery as claimed since I am a responsible licensed educated person and have had cars for many years. I do know the difference between (+ve ) and (_ve) poles, and where to put the cables to charge my car if needed. That is quite insulting for them to make this ignorant claim, except to again not take the responsibility of the repairs, and take the two excuses which are under What is not covered portion of the warranty that would get them out of taking responsibility and make me pay for it instead as they are asking me to. 

  I have paid for bumper to bumper coverage on my car, and gap insurance, and I also have my regular insurance so that I do not find myself in this situation. Yet clearly this Toyota company is trying to take advantage of this situation and twist it in a way to make the excuse fall under the non- covered clause  in order to not pay for my repairs through the two fabricated and untrue excuses that they are claiming.

  Their Toyota car has failed and they need to take the responsibility to make the repairs, and not falsely look for a way to get out of making the repairs under their warranty. I am pretty sure that this is the exact excuse that they use for the other 2/80,000 cases that they claim. That should be a very small number of vehicles, yet in their letter they claim that they see these cases often, so the statement does not add up or make any sense either.

  For all the reasons stated above, I am rejecting their response and demand that they make the repairs as should be done under their warranty. I will move forward to make this case be public if it is not handled properly and fairly.
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 04/07/2025

  We have escalated this to our manufacturer, Toyota. They have sent a field person to our dealership. We have been assisting Ms. **** with an insurance claim, we did full diagnostics, and she has been satisfied as of a week or so ago and she has filed an insurance claim with her carrier. We have been with her every step of the way. Unfortunately, when it comes to warranty claims, that is with Toyota, not Headquarter Toyota.

  Customer Answer

  Date: 04/07/2025

   
  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:02/25/2025

  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.

  I bought a 2019 toyota chr on feb 3rd 2025. I paid 1500 down. Before 2 weeks i went to the dealership because the car was making a very concerning noise when braking. I had it checked and they serviced it feb 12th 2025. Later that dat the same noise ocurred buy more intensely along with what sounded like a piece of the car was flapping against pavement. I went back feb 13th 2025 abd they redid the job from the day before stating it wasnt done properly. Later AGAIN the noise persisted. I went back feb 14th and requested a replacement for the car or cancellation of the contract because clearly they are not resolving the main issue. They replaced the rear rotors and brake pads with new original factory parts. Assured it would fix the issue. I have already filed a dispute for my 1500 down by this point because. I am clearly frustrated and dissatisfied. On feb 21st 2025 the noise has started up again. I am now asking to get a full replacement or a cancellation of my contract. Theyve not been able to fix the same issue 3 times now! I refuse to give them my down payment. Today feb 25th i am able to go and see what we can resolve but i want my money back.

  Customer Answer

  Date: 02/27/2025

  I went to the dealership yesterday feb 26th 2025 to find a solution. At this point i was requesting a cancellation of my contract or replacement on the vehicle because their 3 attempts to fix the problem was concerning and i dont want what could be a minor problem to turn into a big one overtime.they refused to help me. ******** head of sales said without checking the car that there was never an issue with the car, that I just wanted a new 2025 car and have buyers remorse,  that it was impossible what i was asking for even tho the financer,capital one told me they can submit a cancellation of contract withno problem especially since im having these issues and that no bank or other dealer would dare to do business with me. That the day before my husband and i along with ****** my sales person checked the car and they hearx and saw nothing which was a complete lie because we ended up leaving without doing anything because ******* was off that day and was the only one to provide me with the switch or cancellation of the contract, and i was not going to waste my time if he wasnt there.That I should be grateful i got what i got and they have nothing more to help me with. Another employee butted in because voices became raised and told me and my mother who is co owner to quiet down because they had customers in the showroom. Nothing was done and he affirmed they no longer had any reason to provide assistance. To go trade it or sell it off elsewhere. We threatened lawyers and they said go ahead. 

  Business Response

  Date: 03/05/2025

  We have been working with ************ We see that she updated the complaint from her recent visit to Headquarter Toyota. We request an extension for further research to respond accurately. Thank you.

  Business Response

  Date: 03/12/2025

  Ms, ******** did in fact come back to our dealership on February 26, 2025. She came in wanting to cancel the contract and return the vehicle. When the preowned vehicle was originally purchased on February 3, 2025. Ms. ******** came back complaining with a brake noise on 2-14-2025. We were able to reproduce the noise and:

  BOTH REAR ROTORS AND PADS WERE INSPECTED. FOUND INADEQUATE CONTACT BETWEEN THE ROTORS AND BRAKE PADS. REPLACED BOTH REAR ROTORS AS WELL AS THE BRAKE PADS WITH OEM TOYOTA BRAKE PADS/ROTORS WITH PN# *****-F4020 (ROTORS) & 04466-F4010 (BRAKE PADS). VEH WAS DRIVEN AFTER THE REPLACEMENT AND CUSTOMER CONCERN WAS NO LONGER DUPLICATED.

  Ms. ******** purchased the vehicle, we did not find any other issues with the vehicle. At this time we have done all that we can to satisfy Ms. ********* It is always our mission to satisfy our customers and we will continue to do so.

   

  Thank you,

  ****

   

  Customer Answer

  Date: 03/29/2025

  I came back on the 26th to cancel my contract because at that point they did not fix the situation. As I stated previously they didnt even bother checking the car just told me there was nothing more to do. I ended up having to check with 5 different mechanics to find out what was really going on and all of them had the same consensus that both rear wheel hub bearing assembly where damaged and not rotating appropriately causing the aggravating and concerning noise. I ended up having to repair it myself with one of the mechanics and paid out of pocket Repair done on 3/6/2025. Attached i send the receipt. 

  The fact that multiple mechanics where able to figure it out so quickly and more than 1 had the same opinion tells me that toyota headquarter either has inadequate mechanics working for them or they refused to do the real repair needed due to the cost it would put on them. 

  They should be responsible for accurately pinpointing and repairing the vehicle that in the end showed signs of something being wrong since the 2nd week of purchase. 

  They even had the audacity to speak down to me because of my credit score and spoke to me like I was making things up. They got a sale and thats all that mattered to them. I'd ask for the repair to be covered but I doubt they'd even feel it justified. 

  This company was a total disaster after the sale and I would never go back to them. 

  I will be making my ordeal known in all platforms. 

• Initial Complaint

  Date:12/06/2024

  Type:Sales and Advertising 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.

  On 10-13-2024 Toyota dealership on ***************************************** sold me a Toyota RAV4-2022 with ****** miles in $40.00.00 K. On 10-19-2024 I had to return the vehicle for serious mechanical problems in less than a week. The finance manager sold me another vehicle RAV4-2024 of $38.999.00 and he adds to the new car, dealer fees, state's taxes, services and vehicle depreciation of the RAV4-2022 for a total of $************* is worth noting that the Toyota 2022 has CARFAX Buyback Guarantee report as follow: Severe Damage Odometer Problems Manufacture Buyback Salvage/ Junk Exceed Mechanical Limits Rebuilt/Reconstructed Not Actual Mileage Dismantled Fire/Flood/Hail When I look for support and advice in a bank institution notice serious violations in the act of buying and selling vehicles. Such as: Consumer deception. Consumer scam. Consumer fraud of more than $15.000K. Significant financial impact. Impact on the emotional and phycological part of the consumer.

  Business Response

  Date: 12/19/2024

  Re:       Headquarter Toyota (the dealership)response to complaint filed by ******** ********* with the Better Business Bureau (BBB) under Case No.: ************.
  
  
  To Whom It May Concern:
  
              I conducted an internal investigation of ************ allegations which consisted of reviewing of her deal files and engaging in discussions with various dealership personnel involved in her transactions.  Based upon my investigation, the dealership concluded that Ms. ********* allegations are unfounded.  Had our findings been to the contrary, corrective action would have been immediately taken by the dealership.  This is simply a case of buyers remorse and Ms. ********* is leveling unsubstantiated and frivolous claims in an attempt to achieve an improper financial gain.
  
              Although replete with negative terminology, Ms. ********** complaint is devoid of specific factual allegations of wrongdoing and no documentary proof was submitted by her that support any of her claims.  The utter lack of specificity and documentary proof only demonstrates that her BBB complaint totally lacks merit.  Upon the receipt of Ms. ********* written authorization, our dealership will submit for the BBBs review, pertinent copies of her sales documents and a Carfax Report.  Alternatively, perhaps Ms. ********* will voluntarily submit those documents directly to the BBB.
  
              Here are the true facts.  On October 13, 2024, Ms. ********* purchased a used, 2022 Toyota RAV4 (1st VEHICLE) from the dealership.  On October 19, 2024, Ms. ********* came back to the dealership and purchased a new, 2024 Toyota RAV4 (2d VEHICLE) and traded in the 1ST VEHICLE. The second transaction occurred almost a week after she had consummated the first transaction and after she had taken delivery of and used the 1ST VEHICLE.  Only after the second transaction had closed did Ms. ********* inform us of her desire to rescind the first transaction.  In addition to being an untimely request, Ms. ********* completely failed to provide the dealership with a plausible rationale for rescinding the first transaction.  After the dealership did not agree to rescind the first sale, Ms. ********* asserted the false narrative that the 1ST VEHICLE was mechanically unsound.  In support of her narrative, Ms. ********* falsely cites a Carfax Report.  However, contrary to her false allegations,the Carfax Vehicle History Report reveals no Severe Damage History, Odometer Problems or Lemon History attributable to the 1ST VEHICLE.  Moreover, said Carfax Report shows that the 1ST VEHICLE had no major issues whatsoever; it only also shows that the 1ST VEHICLE was a used car, exposed to normal road risks and with expired Original Basic Warrantees. The 1ST VEHICLE was mechanically and structurally sound had a clean and unbranded title. For whatever reason, she just changed her mind about her purchase of the 1st VEHICLE and simply did not want it anymore.  When the dealership refused to acquiesce to Ms. ********* rescission demand, she then demanded a refund of the sales taxes imposed by upon said transaction by the state and further demand a refund of certain other legitimate charges and expenses collected in both transactions.The dealership only collected from Ms. ********* sales taxes as required by state law. In both transactions, the dealership only required Ms. ********* to pay for legitimate and lawful goods, services and expenses as contracted by her.  Ms. ********* always had the option of going   elsewhere and trading in the 1st VEHICLE to another dealership but she voluntarily chose to do business with us again.  Ms. ********* actions have consequences.  ****************** is financially responsible for the course of action which she voluntarily chose to pursue.  Simply put she bought a used car, had a change of heart and wanted a brand-new car, so she bought a second car and used the first car as a trade-in but she regrets her decision.  So now she wants the dealership to absorb a loss created solely because she changed her mind.
  
              At all times, the dealership acted properly in its dealings with Ms. ********* and she received the benefits of her bargains.  She was not tricked or deceived in any way.  She knew,understood and appreciated what she was doing. Unfortunately, Ms. ********* is attempting to misuse the BBBs complaint process in an effort to receive some type of improper windfall and/or avoid full financial responsibility for the consequences of her own actions and decisions. Therefore, we request that this matter be immediately closed without further action.
  
  
                                                                                                  Respectfully submitted
  
  
  
                                                                                                  **** L. ****** *****, CFO
  

• Initial Complaint

  Date:12/02/2024

  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.

  I dropped my 4Runner for service on Friday after thanksgiving. Cashier lost my key, I called several times no answer and no call back. They have my truck and not satisfactory answer from them. I need my truck back today. I think I made mistake and bought Toyota truck. Its at priority Toyota ***********. Phone number attached with account is **********.

  Business Response

  Date: 12/02/2024

  We are a privately help Toyota Dealership located in *************. We have no affiliation with the dealership that you visited. Please contact Toyota Motor  ************** for assistance. Thank you

• Initial Complaint

  Date:11/17/2024

  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.

  ***** did not perform reasonable / follow the procedure to diagnose customer's vehicle during warranty time. Issue been brought to ***** attention more than two three times. Now warranty just expire for a month, dealer request customer to paid for the cost of $3700

  Business Response

  Date: 12/02/2024

  We are a privately held Toyota franchised dealership in *************. Please call TMNA **************. Thank you 

  Business Response

  Date: 12/02/2024

  We have no record of this customer coming to or working with our company. 

• Initial Complaint

  Date:11/12/2024

  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.

  I bought my lovely Toyota Prius Prime in April 2024.I was told the second key fob would be available in about 3 months. I just got it today, 7 months later. When I got home I realized there was a missing plastic piece that allows the key fob to attach to a key ring. Contacted sales *** and he said it was given to me when I got the car. He is referring to a piece of black plastic 3/8" wide x 1" curved piece x 1/2" deep. Supposedly it came with owners manual. It did not. The parts department said it would have been in glove compartment or console. I asked if it was loose or in a plastic bag. Told: plastic bag. I looked. Nothing. If I had been told I would have mounted it on paper and put it in my binder with all other toyota ********** is insane to put a tiny piece of plastic loose in a car and expect the owner to find it 7 months later. However I know it was never there and I was not told about it. The key fob should come complete, not in two pieces. I questioned other new car owners of different makes and all got two fobs upon buying car. Getting one fob with an additional tiny piece of second fob is insane...but I didn't get it

  Business Response

  Date: 12/13/2024

  Hello, we are a family owned and operated, independent Toyota franchised dealership. Please contact the Toyota ************************ customer service hotline **************, for assistance. We are sorry that this has happened and are confident that Toyota USA will assist.

   

  Thank you,

  **** ****** *****

  COO/CFO Headquarter Toyota

• Initial Complaint

  Date:10/28/2024

  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.

  We purchased a 2024 Toyota Landcruiser in September. A rock hit my windshield and shattered it soon after. I have been told this part and many others are not available to repair my brand new vehicle. I have also heard Toyota is notorious for manufacturing vehicles with no available replacement parts. I have spoken with entry level employees at Toyota corporate four times over the past week with no response from whomever the claim was to be escalated. I am unable to have the vehicle inspected according to the law in my state AND the windshield remains cracked directly in front of my face, both scenarios that will get me tickets. It is unacceptable that a new vehicle that is properly insured should be driving around looking like a wreck. Parts for existing vehicles should be manufactured before new vehicles and customers should not be put off and not answered. According to the documents in the manuals included with the vehicle, the company has 15 days to rectify such a situation without replacing the vehicle. At this point, I would like to return the vehicle due to the lack of customer service that I was assured would be offered and is clearly not available.

  Business Response

  Date: 10/29/2024

  We are sorry that the customer is experiencing this. It seems that this customer is in ********. We are a privately held Toyota dealership in *************. Please ask the customer to contact ********************** ****
  

  thank you,

  **** ****** *****

  Phone: ************
  
  TTY/TDD Users: Dial 711, then request the operator dial 1-************
  
  

  Customer Answer

  Date: 10/29/2024

   
  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:10/08/2024

  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.

  I purchased a brand new white Toyota 4Runner from the **********, ******************************************************** dealership. A few weeks after I had purchased it a piece of the bumper started flaking paint. At this time, I contacted the service department and was told it was under warranty and that it would be repaired. Then the service department connected Me to my salesman, Max where pictures were sent to him. At that time the 4Runner was taken to the dealership to be repaired under warranty. A few days later I picked the car Up from being repaired. Once I got it home I noticed that the bumper had been damaged by the service department. I immediately contacted the manager of the service department and explained the situation..There was an attempt to cover up what they had done by discolored paint and literally gouging a piece out of the bumper. I contacted the dealership to let them know I filed my first complaint through the Better Business Bureau now a second attempt has been made to fix the bumper and is still not correct. There is still discoloration in the paint still roughness in the area that was gouged and still missing some spots of paint. I showed the service guy before I left. He has taken pictures of this area as well as the other ones. This is the third attempt to get my brand new vehicle back to the way it was purchased. Ive tried to communicate with multiple people, including director of the service department and also managers of the service department. I have been told different things that it would take one to two days than it turned into a week and now my car is still not repaired correctly.

  Business Response

  Date: 10/09/2024

  Hello, we are an independently and privately held Toyota franchised dealer in *******. We have no affiliation with this Toyota dealership. We are sorry that you are experiencing this situation, but the best people to contact are: TOYOTA MOTOR SALES customer service **************. Thank you, ****

• Initial Complaint

  Date:09/27/2024

  Type:Billing 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.

  September 25, 2024, I went to Toyota of *******. ******* Dos ****** and ******* met me. Both were friendly and professional and ******* provided great service. ******* referred me to **** ****, who helped confirm the car I wanted. I said I had an approved amount of money to use from my bank, so Id pay cash. He left for about 20 min. He got back, and explained that though Id pay cash, he had to explain different payment methods. I chose cash. He left again for about 30 min. When he got back, he asked for my social security number. I complied, but made clear I didnt want him to run my credit. **** then left, and I grew suspicious. Ten minutes passed, and I left; I wasted 2+ hrs. and was disappointed by ***** behavior. Upon leaving, *** ********, director of Sales Toyota ******** intercepted, offering to finish the sale. I refused, and blocked access to my credit. 9/26/24 around 9 am, *** calls apologizing and inviting to negotiate, offering a $1000 incentive. I told him I wasnt interested. Later, I unblocked my credit to see my credit report and found my credit was run at **************** of ******* at ******************************************************************************* @ 10 am 9/26/24. I was suspicious my credit was shared; I never went there. Upset, I called Bud and let him know Id be at his dealership to see my records. Upon arriving, I asked for **** ****. **** arrived, and I asked for Bud. He was hesitant and defensive, and kept coming and leaving multiple times before getting him. Bud met me defensively. I asked to see my records, and he showed a paper saying my credit was pulled 1:48 pm 9/25/24. He did this without my consent. I never signed a credit application. I demanded the full record. Refusing, he claimed I signed a credit application and I told him Id call the police. Pulling my credit without my consent was strange, and because of Buds patronizing and defensive tone, I left. Why did Toyota of ******* share my social security number with **************** of *******?

  Business Response

  Date: 09/28/2024

  Good morning. We are a privately owned dealership franchise in Miami Florida. We have no affiliation with the dealership in this claim. If the consumer would like to escalate this, they can call Toyota Motor Sales 1 (800) 331-4331.

  Kindly remove from our BBB record.

  Thank you,

  Judy

• Initial Complaint

  Date:08/20/2024

  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.

  I went in to Headquarter Toyota on 08/16/2024 to return my leased vehicle that I was told by my salesman (*****) that I had until that day to return.When I went in Fri I returned my lease and any expenses that I had to pay off the vehicle got transferred into my new purchase as I was told as well as the total of my new purchase would be 33k, monthly installments of $520 for 7 years being told thats the lowest the price would go. It was past their closing time so they were all in a rush. I was never shown a contract or properly explained anything (because I never saw it physically and was given a flash drive). I did all the math on the paper work and the total for the vehicle ended up being near 49k. I went back on *** to return it because as far as Im aware clients have up to 72 hours to return. They did not allow me to do so so I asked for a breakdown of the contract and the man in charge of financing told me the math was on the paperwork and somehow the total was really 52k and not 48k because what I paid off on what I owed for the Camry transferred over to the new car. I called Toyota on *** and spoke to a manager and was told that I was able to return the vehicle and was going to go today because they recommended I do so so that the problem could be fixed. I got a call today from their financing dep. letting me know TODAY was my last day to return and that the Camry shows as if it was not returned and nothing was paid and that I would get sent a bill with missing payments. Im currently 24 yrs old, 9 months pregnant, and had to put 2 months down a month ago because I recently moved. I feel as though I was completely taken advantage of by this company and their sales and financing team. I was lied amount the return date and lied about the vehicles return policies. Today I will be going in because it is my last day to return and see what could be done. I put a down payment of $4,700. But I needed assistance because Im not sure how to handle this. Thank you.

  Business Response

  Date: 09/03/2024

  ****** ********* Finance manager
  ****** ***** sales person from Corolla Cross purchase
  ***** ******* General Manager
  ***** ******* sales person for Rav4
  ******** ****** sales manager
  
  Good evening, we conducted a full investigation of *** ****** complaint and report the following information from our staff.
  
  
  8-16-2024 Came in traded leased Camry for a Corolla Cross.Started shopping for a new vehicle found a Rav4 XSE. *** ***** claimed that the payments were too high. As an alternative that would fit her budget, we showed her and then ended on Corolla Cross.
  Financed vehicle, was given a flash drive containing all of her paperwork. ****** ********* reported that she did not request printed paper documents. (all of our paperwork is given on a flash drive unless the customer requests the printed documents, which we happily supply).
  The trade in that *** ***** presented was a leased Camry that she went over the allotted miles of ****** (.18 cents for each mile over) from the lease company, with ****** miles, which was over by ****** miles, that would have been a charge of $3,849.12 plus sales tax $269.44, totaling $4,118.56.
  Also, she had visual damage of the drivers and passengers front doors and the rear bumper. The tires were also beyond the threshold 3/8s of an inch of tire tread. These are all criteria of the lease company, not of Headquarter Toyota.
  Of the items listed, *** ***** would have been invoiced from the lease company, for approximately $1,500 - $2,000 plus the mileage fee of $4,118.56, If she were to have turned in the lease instead of trading it in.
  Since she traded it in, she was able to actually have $705 in equity on the trade in (which shows clearly on the retail installment sales contract), because Headquarter Toyota would have reconditioned the trade to remarket it for sale.
  8-17-2024 She returned in the morning with her husband,asking about the numbers and to explain everything. She said we do not like the car. She said that she wanted a Rav4, but we didnt have the Rav4 in stock, the ones that we had were out of her budget, as she explained to us, wanting to below $500 a month for her payments. She then told ****** ********* that she didnt want the car and said that someone at Headquarter told her that she has 3 days to return the car. She never clarified who told her that, ****** advised her that there is no 3 day return policy. She asked when the next Rav4 was coming ****** told that it would not be under $500 a month for the Rav4, she said ok,we will look at the numbers. She then returned about 4pm the same day, with her mother. Her mother asked ***** to see ******* ****** then explained the same to her mother, included all of the benefits that were purchased and interest which made up the total. She asked if she can cancel the benefits, he said yes, ****** prepared cancellation documents and they signed, but they said to wait, because we will be able to use the cancellation money for the down payment on the Rav4 when it comes in. They left the dealership.
  8-18-2024 *** ***** and her husband came in and asked to speak to ********* ******** He spoke visibly angry. Husband spoke to ******** ****** and said that the numbers didnt make sense. ******** asked, what didnt make sense about the numbers. They then sat down with ******** and ******, everything was explained and they were fine and understood. They then called the police.The police came and talked to them and left.
  8-20-2024 Yaser called *** ***** around 10am, to let them know that we have a Rav4, on 8-18-2024 ***** did advise them that the colors of the Rav4s coming in were silver and grey. The silver one came first. They came in around 12pm. Yaser showed them the silver Rav4 XLE with no convenience package,took them for a test drive in the Rav4, the products features were thoroughly explained, ***** repeatedly asked if they like the vehicle, they said yes on all occasions. As a side note, *** ***** husband test drove the Rav4. ***** asked *** ***** to call the ************************ to get the exact payoff on the vehicle to provide an accurate price to trade out of the Corolla Cross into the Rav4. The agent from *********** gave the figure, *** ***** asked ***** how per diem (the agent *********** requested the information to provide an accurate payoff). ***** gave the information to our manager on the payoff, a new deal was done, sold at ****. ***** explained everything throughout the process, including the payment amount, the interest rate, and the term of 72 months. ***** asked if they were ok and sure with that deal, and they said yes.***** then applied the cancellation money from the Corolla Cross $5,595.69 as down payment for the Rav4.  After the paperwork was complete in finance and insurance, ***** presented the vehicle to *** *****, took her photo with it and her husband and sent them away happy.
  8-20-2024 at 7:46pm *** ***** wrote a text to *****, in Spanish,translated to English, Thank you very much for helping us today! I loved the car, I wanted to ask for the photo you took of us in front of the car when you can. She loved the photos, and said that she appreciated Yaser.
  
  This is the last contact that we had from *** ****** We understood that she happy and satisfied by her final words in the text. 

   

  I included the screenshot of the text she sent to Yaser, giving us no indication that she was dissatisfied. Perhaps this claim was written before she traded the Corolla Cross for the Rav4. If there are any other issues, please feel free to reach out.

   

  Thank you,

  **** L ****** *****

  COO/CFO