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:04/14/2025

  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.

  On April 6, 2025 I went to Sun Toyota to trade in my 2010 Toyota Tundra double cab 4 wheel drive pickup with approximately ******* mileage for a leased vehicle. From the start I was talked out of a lease for a used 2021 Rav 4 at a price of $31350. Plus would throw in the extended warranty. I in good faith believed that they wanted my business. I was wrong, they wanted to give me the business. By the time I got to finance office, the price has increased dramatically. Since we had agreed on price and trade in, I did not read all the paperwork line by line. Something I will never do again! After doing paperwork but not reading it, I left with vehicle but no paperwork or thumb drive. After I got home and doing the math, something just didnt add up. But I didnt have any hard copy paperwork. Called and asked for it, but was told they could not send it to me due to personal information. Called to talk to sales manager and was put on hold for 20 minutes at which time I hung up. I then called and made appointment with finance. At that time I did get some paperwork. When I finally received it I was shocked. Price of vehicle was ********, including ******* sales tax. Also extended warranty wasnt thrown in, but charged. Also tri bundle which very much confused me. This is a used vehicle with ****** miles. Charged me for windshield protectant (*******), window tint (*******), floor mats (******) and VIN etch (*******). There are other charges as well. No one seems to know where all these charges came from. I do know that I would never agree to any of this.. I will say that I went to dealership believing that people would be honest with me . I was very naive. No one is willing to help, just pass the ***** In the meantime I am at a loss. Ga e them my truck and ******** in cash and still they gave me the shaft. I need help please. Very unethical. We have been a customer in service department for over 10 years. Im sorry that I believed in honesty!

  Business Response

  Date: 04/24/2025

  Finance director will be in contact to set a time for you to come in to resolve this for you.

• Initial Complaint

  Date:04/14/2025

  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.

  I went to Sun Toyota for the first time for an oil change on 4/5/2025 and was assigned Service Advisor ***** *. I waited at Sun Toyota from 930am-2pm for a 10am oil change appointment. I was informed that the technician, ***** A, damaged my car while driving it into the service bay - there was a horrible gash across the driver side skirt. I was told Toyota would make it right. I was also told I needed new tires. I would end up having my car damaged with no resolution until 4/11/2025 when my car was dropped off for repairs. I asked to have assistance with dropping the price on the tires of the inconvenience of missing time from work on 4/11/2025 to deal with the repairs, having to arrange my own ride to and from Toyota without my car (40mins away) and for an original part of my car being damaged. I was told that the managers deemed a comped oil change and tire rotation was sufficient to make it right. Not once did I ever get a chance to speak to management on this matter and my request for a discount was denied. ******** customer service and even worse experience.

  Business Response

  Date: 04/14/2025

  Customer spoke with Service Manager and has been taken care of.

  Customer Answer

  Date: 04/15/2025

   
  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,
  
  Ryu Kitagawa

• Initial Complaint

  Date:03/18/2025

  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.

  My family purchased a "Toyota Certified Used Vehicle" a year or two ago which was a 2020 Toyota TRD PRO; it was sold to us as having the **** PRO" suspension, which has the lift built in but along with another lift on top of it so that you can fit bigger tires on it. It had 285s, whereas the stock was 265s. Fast forward to now, we have been having issues with ball joints and control arms wearing out faster than expected. Upon inspection by Sun Toyota, the second lift kit had not been fully installed. Per them, it was a 5-inch lift with only the spacer added and not the correct lower control arm. So we went to the supervisor of the service, **** ********, to talk about how to fix this problem. Now we had an issue with our other vehicle 3 months ago where our lifted Tundra's Warranty box did not have the check stating it had a lift. Basically, sun toyota gave us 500 dollars and said we were s*** out of luck and a warranty that would not even last a year. This time around, with **** for the Tacoma, he informed us basically our only recourse was either to take $1500 (which would barely cover new tires) and go back to a stock suspension setup, or he would cover the cost of new tires and go back to stock suspension. Now, the issue here is we were told multiple times it was certified and inspected, and the only reason we paid without negotiating was due to it having the lift on there. **** would not budge on giving us additional money back due to us paying a higher cost for a TRD PRO, believing we would never have to do anything to the suspension. He would not budge and basically said that even though we were sold a truck that was advertised to us as "Toyota certified" and fully inspected, we had to take the short stick in having to lower the truck, putting smaller tires, and having to spend money from my own pocket to correct it back to the additional height I wanted. Sun Toyota took the easy route and left us stranded with a truck no longer at where we wanted it.

  Business Response

  Date: 03/28/2025

  Customer has been in to the dealership and traded in the vehicle for a new one. 

  Customer Answer

  Date: 03/31/2025

   
  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:03/18/2025

  Type:Customer Service 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.

  In December of 2024 I had purchased a used car from Sun Toyota, I was told the total out the door would be *****, I signed the paper work and went home to review in detail. I noticed they charged me well over the agreed upon price and never showed me or told me about additional add ons that they hid inside of the contract consisting of ceramic tint and floor mats totaling an additional $2500. I already have ceramic tint previously installed on the car, and floor mats were never included in the purchase. I contacted them 2 days after the contract was signed about the issue and the finance person at the time was ****, he told me it was a mistake over text message and assured me I could get a refund. For weeks I would contact him to be pushed aside with texts like "let me get in contact with our finance manager" and he sent me a photo of an alleged 'receipt' showing I would be receiving a 2500 refund. He then told me they kicked it back and it would be sent to my bank. Another month passed he told me my bank should have it and to contact them, they did not receive a refund. I then contacted **** yet again to be told he's no longer in the finance department. I emailed the *********************** in charge of this dealership multiple times asking for rectification with no assistance or email in response. I have called the dealership multiple times since, just to be told that there is no one available in finance to speak to me, that I would be given a call back, or that they're in a meeting and busy. I would have returned the car within the 3 day window had I not been promised a refund as this was additional money I never agreed to spending and now I feel that I was taken advantage of and was charged fraudulently and they never have intended on giving me a refund to services that were never discussed to me. Extremely deceptive business practice.

  Business Response

  Date: 03/28/2025

  Check has been cut for customer. I called and left a message for the customer to let her know that it will be sent out. When I have the check in hand I will send a copy. 

  Customer Answer

  Date: 03/31/2025

   
  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:03/18/2025

  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.

  1. First When I looked at the car before I bought it at the parking lot, the pumper was broken ,headlight broke , paint was coming off from hood and pumper and the back of the car the pumper and the fender the color was not matching and windshield is broken and the roof has damage from the right side of it 2. After I test drive the car the ** was not working ( no cold air ), noise coming from the motor once we turn on the ** and noise coming from the roof, CarPlay was not working and the driver chair the leather was coming off 3. I ask specifically the car had any accident they said no accident 4. The sales man got me a manager and he looked at the car and said no problem we will fix the pumper and fix the headlight and paint the car front and back And we will fix the ** and the noise coming from motor and roof probably coming from the ** will be fixed and about the windshield your insurance can fix it for free 5. I asked them to give me a paper writing all of this so to make sure they will fix it 6. After a week I dropped the car to fix it they took the car for almost a month for 4 times trying to fix the ** and the other stuff and The Ac, the motor noise and the roof noise still there 7. Then l went back to ****** one of the mangers who sold the car to me and I told him everything they said at the service then he told me we can return the car but we are not gonna spend any money on this car anymore or you can drop the car again to see if we can fix the ** 8. Then I dropped the car for the last time after 4 times and almost a month in service they said if you want to send the car to ******** so they can fix it you will have to pay for it I told them I have a we owe that you guys should fix the car then they got me ******** ******** one of the used car mangers told me we are not gonna fix the car take your car and leave.9. I found out from another dealership that is the car had an accident report it on auto check which is they told me no accident

  Business Response

  Date: 03/28/2025

  Customer was told by our sales manager at the time of purchase the vehicle is AS IS and if he wanted to look at other vehicles we could show hims several other options. Customer has been into service and even after manager said nothing will be covered to be fixed, we fixed items. 

  Customer Answer

  Date: 04/12/2025

   
  Complaint: 23073923
  
  I am rejecting this response because: no one told me its a bad car and you guys did not say we are going to send this car to auction because its a bad car !!! Thats first 

  if anyone told me do not buy this car because its not good and we will send it to auction and choose another car  I will never buy it 

  are you serious ???

  are you telling me that you told me dont buy it because had issues and accident and I told you I will buy it !!!! 
  number one when you buy a ******** the first thing you look at is 0 accident and thats why I bought it 

  but unfortunately the car had an accident

  and of course over 100% sure you guys know that you are one of the biggest dealership in our area of course you will never or sell a car when you dont know it has an accident or not 

  so please do not say that the sales man told me dont buy it and choose another car !!!

  of course I will look at another car ..

  since I bought that car my life is horrible and Im renting cars all the time and getting **** because of you guys ..

  you are selling a car had an accident and you guys know that 

  the pumper and headlight are broken and paint is coming off 

  and the biggest deal is the ** is not working and the fan noise can wake up people from sleep and you guys tried to fix it 4 times and you did not fix it and at the end the technician told me I dont know whats the problem with this car Mercedes has to look at it, then because you guys cannot figure out whats the problem ,  or know how to fix it 

  you guys told me we can send the car to ******** and you will pay to fix the car !!!

  please leave our dealership and dont come back here any more we dont want you here and we dont want your business 

  I bought this car because you said you will fix the issue and I attached the we owe  you guys gave me on the first complaint  !!!

  if I did not have this paper and you guys said that you will fix it I will never buy a car like that 

  for $32,500 

   

   

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

  Business Response

  Date: 04/14/2025

  General Sales Manager said customer can come in and trade out of the vehicle.

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 

  I have a question what do you mean by come in and trade out of the vehicle.

  you will buy the car for the same price I bought it for if I got another car from you guys or what ?

  more explanation please 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:02/27/2025

  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 February 26, 2024 I contacted Sun Toyota about a used vehicle. *** confirmed the availability of the vehicle and confirmed 2 times on the phone that the price as advertised was the price and the dealer **** *** as stated in the advertisement were the only ones. Specifically the sales man confirmed no hidden fees. I went to the dealership, test drove the vehicle, stated I would buy it, and then was hit with an additional est. $2900 fee. The salesman told me it should have been included in the advertisement. I told him I would pay it. He went to his manager who then came over to explain to me that it was not in the online pricing because if it were then they could not get people in the door. I politely told him that was pretty deceptive. He told me even with the $2900 included I was getting a good deal. I told him that was not the point, the point is the activity they were engaging in was deceptive at best. I left without purchasing the vehicle. I believe Sun Toyota's conduct is against the law.

  Business Response

  Date: 02/27/2025

  Customer has spoken with the ** and situation has been resolved.

• Initial Complaint

  Date:02/05/2025

  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 May 1st, I purchased a Chev Traverse 2022; the salesperson persuaded me to buy an additional warranty, stating the warranty, which was already in the deal, was no good, also stating (in documents) that I had 30 days to cancel the warranty with a full refund. I returned the next morning and canceled the warranty (I have the docs.) $7,400.00. After many calls, I returned (Aug. 1st.) and was told the previous person was fired and did not submit the cancelation; they refiled it again (I have the docs.) Nov. 1st. Still no refund; they claimed the previous two persons did not submit the cancelation and filed again (I have the docs). I called multiple times ( Feb. 4), and they will not talk to me, proverbial hold and voice mails. I am paying *****% interest on that money. If the warranty is canceled, where is my refund? Again, I have all the support documents. This has gone on for 9 months now.

  Business Response

  Date: 02/25/2025

  Check has been received and cashed by ********* and will reflect in the principal balance of the loan.

  Customer Answer

  Date: 02/26/2025

   
  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:02/04/2025

  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.

  On December 29, 2024, my husband and I purchased a Toyota Camry 2025. On January 17, 2025, I called Sun Toyota inquiring about my loan at 2:17 pm to see if the paperwork had been sent to the Lienholder and was told yes. I asked for the lender's name and phone number, and D is the financial person that I talked to. He said ********************************* Fin. at P.O. Box 9249 Mobile, **. I called them and was told they had not received our paperwork and check back within a week. The following week, northwest ******* had snowstorms. ******* and I received an email from OneSpan, and I thought it was a scam only because I was told the documents were sent to the lienholder. I also received a call, and less than 15 minutes later, I called back and left a message, but no one returned my call. ******* spoke with *******, and we said we didn't feel comfortable signing documents again. This was February 3, 2025, but we would talk about it, and he said that we could call him back if we had any more questions. After ******* and I talked about it, we just wanted to pay Sun Toyota off. We have been getting threatening text messages from different numbers stating that they will file a report that the car has been stolen. We called today, February 4, 2025, but no one will return our call. We only want to overnight them a bank check and pay the car off in full. We have the contract and all the other signed documents, and we were told they can't mail the documents to the lender. How can I get them paid and get my title?

  Business Response

  Date: 02/11/2025

  Spoke with finance director and was given all the information needed.

• Initial Complaint

  Date:01/29/2025

  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.

  Purchased Vehicle on 1/14/23 For ********* During the sales process I was recommended Gap and informed it would cover what Insurance did not.Purchased GAP at a rate of 1,200$Vehicle was totaled on 9/27 After making 19k~ in on time payments Insurance totaled the vehicle and paid ********* Gap coverage was declined, and appeal was ********** still owe ******** No response from merchant after contacting ******************************** and **************************** Merchant Resolution would be to provide the coverage as outlined during the sale and to work with me and the merchants vendor "TruWarranty" / "********************"

  Business Response

  Date: 02/03/2025

  ****** our Finance director spoke with customer. At this point there is nothing we can do since the car was purchased two years ago and has already been settled with warranty company and insurance company. 

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22870989
  
  I am rejecting this response because:
  

  The ****************** TruWarranty has not provided settlment for the "gap" in insurances determination. 

  The Merchant "SunToyota" sold coverage with an excess of financing even though it was outside of the terms of the coverage limits and did not notify the customer of these limits in coverage.

   

  The Merchant has also not yet mediated with the 3rd party warranty company they contracted with and sold at the time of sale to rectify.

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

• Initial Complaint

  Date:01/29/2025

  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.

  I bought a 2018 Tacoma on Oct 3rd. There were many issues, but Ill stick with my unresolved concern here. I had a simple tag transfer, and I was mailed another tag. I was charged $336 dollars, that hasnt been reimbursed. Technically the dealership owes me $253 after transfer tag has been corrected. The extra plate has been surrendered. The dealership has extremely bad customer service. I have spent hours trying to resolve issue. I dont get responses even from emails to finance ***** The last time I got any response, they basically called me a liar. I have all the proof through the *** on hand. I sent them these documents with no response back. Im not trying to deal with them anymore, Im worn out. Hopefully my issue can be resolved here. My truck flooded in hurricane ******, and needed a vehicle quickly. There were no rentals through insurance, because my area was hit so hard. *** also had to fill out paperwork to eliminate warranty things added to my loan. These things werent even discussed at the time of purchase. Im pretty sure $5296 is headed to bank loan. This reimbursement issue isnt a dealership one. Thanks for listening, I have no other recourse.

  Business Response

  Date: 02/03/2025

  Customer spoke with finance director, ****** and he explained that we paid the additional fee, not the customer.

  Customer Answer

  Date: 02/04/2025

   
  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,
  
  **** ******