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:04/23/2025

  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 would like to file a complaint against Arlington Toyota today I experienced the worst thing that can happen to me and my family they sold me a vehicle that had bad tires bad suspension on it and the tires like to cause an accident. I was told that it was a fully inspection done on the vehicle but I don't think that's true because if it was this was never happened they told me a vehicle that had bad tires on it I was not aware because the tires did not look worn down when I purchased the vehicle February 8th 2025. The work that needed to be done is up under the vehicle in the inside of the tires. Today I had to replace three tires and had to have a lineman done on the car as well. The total cost that I paid out of pocket for that was $574.58+ plus the other money that still needs to be paid out all together the total cost of this is $2, 741.19 I would like to be reimbursed for what I paid out of pocket today and I also would like the dealership to finish up the repairs that need to be done on the car as well. And while they are doing this I think I should be put into a loaner car into the work is done with the car that they put me in. Because at the end of the day I still have to get me and my family to work and school as well. I don't think I should be penalized without a vehicle because they mishaps or what they sold me.

  

  Business Response

  Date: 05/07/2025

  Arlington Toyota offered the customer to return the vehicle. We regret her dissatisfaction, but the vehicle was sold “AS IS.” We will offer a one time goodwill adjustment of 287.29.

  **** *****

• Initial Complaint

  Date:01/03/2025

  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 December 19, 2024, I canceled an order with Arlington Toyota because they could not deliver the vehicle which I wanted within the time that they promised. On 12/19/24 I requested a refund for the $500 that I paid them for the vehicle that they couldn't deliver on the date they promised. I have not received my refund or even a notice of pending refund as of 1/2/2025. I would like my refund processed immediately.

  

  Business Response

  Date: 01/28/2025

  *****,

  I apologize for the delay. We are in the process of refunding the 500.00.

  **** *****

  Customer Answer

  Date: 01/29/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  Date:12/13/2024

  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.

  The dealership forced me to purchase optional warranties or else they would not sell me the car. I tried to cancel these warranties after the fact for a refund, and was told I could not cancel them. The finance manager told me he would cancel them but I would not get any money back. The warranty forms clearly state that these are optional. I have also been unable to obtain a copy of one of the warranty forms for my records (tint protection). These warranties were misrepresented at the time of purchase as something the dealership "puts on a cars we sell". They were trying to frame this as an additional benefit provided by the dealership, not as an optional warranty that we have to pay for, which they are.

  

  Business Response

  Date: 01/17/2025

  Good morning ******

  After reviewing the deal, Arlington Toyota did charge the 1889 on the purchase. When the final price was negotiated the 1889 was discount from the price. We apologize for any confusion.

  The customer is not happy with the purchase. Arlington Toyota will refund the ***** charge of 795.00 and the Key repair and replacement service contract of 599.00 to the lender ****** Bank. The total amount is 1394.00.

  Thank you,

  **** *****

  Customer Answer

  Date: 01/17/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Thank you, we accept the refund on the 2 items discussed but there was a third warranty (Tint) that we were also charged for. The tint protection was not addressed in the response. I do not have any documentation on this item to include with my reply since we were never given anything and I have not been able to obtain a copy from the dealership. The finance manager told me this comes from the sales rep but he will not respond to my texts, calls, or emails. 

  Regards,

  **** ****

  

  Business Response

  Date: 01/17/2025

  I am currently out of town. Please email me Monday and I will get you some paperwork on the tint warranty. Also, ****** is paid off so the checks will be coming to your residence.

  **** *****

  Customer Answer

  Date: 01/22/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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.
  

  Thank you for your help. I will email on Monday for the Tint information.

  Regards,

  **** ****

   

• Initial Complaint

  Date:11/20/2024

  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.

  Im reaching out to formally express my ongoing frustration with my 2022 Toyota Tundra, which has had numerous issues since purchase, and despite multiple attempts to resolve them, I am still facing serious problems.Recalls and Safety Issues: Since I purchased the vehicle 2 years, I have been notified of 10 different recalls, which I understand is concerning for safety and performance. However, despite repeated assurances from your team that the necessary parts are on order and repairs are forthcoming, Ive been waiting for over 1.5 years for some of these to be addressed.Brake Issues: Additionally, Ive been experiencing brake problems with the vehicle. The issue has been raised multiple times, and while I am told it will be fixed, Ive been informed that the necessary parts are still unavailable. This is both inconvenient and concerning, as brakes are a critical safety component of the vehicle.

  

  Business Response

  Date: 12/11/2024

  Ms. *********,

  We regret Mr. ******** dissatisfaction with his 2022 Toyota Tundra. He needs to call the 800 number and file a case with TMNA. They will then contact Arlington Toyota with a solution.

  **** *****

• Initial Complaint

  Date:08/06/2024

  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.

  Was charged for floor mats which did not fit vehicle, (covered gas pedal and does not lock in to floor board)Charged for cleaning, adjusting vehicle total of: $894. Cleaning, but there was still paint pen marks on widows and also found a set of keys to a Toyota Highlander -in outside windshield well beneath wipers.Tried to communicate in writing, email and telephone unanswered and dropped calls. Would like at least replacement of original RAV4 Toyota floor mats that lock into floorboard on drivers side for safety purposes.Was sold separately a couple unnecessary insurance/ warranty policies and rushed through signing but I was able to investigate those and directly called the companys and. Cancel and request refunds. The floor mats I need now but cannot get a communication response from Arlington

  

  Business Response

  Date: 08/26/2024

  **********************,

  This matter has been resolved. The items were mailed to the customer.

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

• Initial Complaint

  Date:06/18/2024

  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 certified used vehicle from this dealership, it was a used 2018 ****** wrx with ***** miles on it. I was initially going to just look at the car, but after seeing it myself and the salesman hyping the car up I decided to purchase it. I get over to the warranty side of it, and they are charging a significant monthly fee for the warrenty. I declined the offer because I simply couldnt afford the warrenty. Two and a half weeks after driving the car off the lot, it starts to act weird. I pulled into my drive way and the car shuts off and stalls out. I called the salesman and he told He informed me about a 1200 Mile or 60 day return/exchange policy. Which at that moment in time I was already over the 1200 mile policy. He then told me to bring the car to him and he will see what I can do, on the way to him my car lost all power and I had to have it towed to the dealership. They ran a diagnostic on the vehicle and they told me it needed a new motor. They quoted me 16 thousand dollars for a new engine, or 8200 (before tax) on a used engine. They are not willing to help me in any way or stand by this vehicle in any way. Ive called ****** of America, they declined to help me. Ive called Toyota of America theyve declined to help me, Ive called my insurance and theyve declined to help me. *** called my creditor and theyve declined as well. This entire situation has caused instability at my job and I will be looking at being terminated as I dont have a car to get there. Ive been left with almost 0 options outside of bankruptcy.

  

  Business Response

  Date: 07/01/2024

  We have spoken with the customer and his boss. The vehicle was sold AS IS NO WARRANTY. We deeply regret the situation. 

• Initial Complaint

  Date:06/13/2024

  Type:Delivery 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.

  The grid lines on my back up camera and phone application to view car information such as tire pressure, millage and other information worked fine before Arlington Toyota replaced my USB and CarPlay in December 2023. The vehicle Spec show my care came with these options which are also the reason why I purchased this specific car. All I am asking is for the same options on my car to work as they did before they replaced the USB and CarPlay radio system.

  

  Business Response

  Date: 06/18/2024

  This issue was resolved on Saturday by service.

  **** *****

• Initial Complaint

  Date:06/06/2024

  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.

  Purchased a 2021 Rav4 back in late 2020. My wife and I then had to move out of state for military relocation. Now as of June 1st the roof of the car is completely damaged. I asked Toyota in my current state of residence for repair and they won't touch what Arlington Toyota did. Now I'm stuck with a horrible roof and have to pay out of pocket to fix it. Looks like vinyl was put on top of defective white paint. Was Toyota trying to hide something and sold us a lemon car? A vinyl wrap on any other vehicle does not cause corrosion to the paint like what we have. What is wrong with Toyotas white paint? Why will nobody take responsibility to assist us with this matter? Lots of questions and not lots of assistance, just keep getting the run around. Very disapointed to have military treated this way. It's more difficult for us when its not possible to show up again in person to Arlington Toyota. We should NOT have to pay upwards of $6,000 to replace a roof on a 3 year old vehicle! We are Toyota supports through and through, but this is testing our trust of the brand. And our trust with Arlington thus far has certainly been lost and distained. Arlington added a vinyl wrap on the roof and charged us an appearance package for it keep that in mind!They are saying they won't honor the warranty. Then they said they need us to drive from ********** to ******* to fix it. My wife is 9 months pregnant so clearly that's not even remotely a legitmate option. Employee suggested we visit a body shop. We did and also 2 toyota dealers. The body shops and toyota dealer said the roof is corroded. Is this not a COVERED warranty?

  Customer Answer

  Date: 06/06/2024

  From: *** ***** <*****************************>
  Sent: Wednesday, June 5, 2024 7:12 PM
  To: Info <*******************************************************************>
  Subject: Wrong company
  
   
  
  Hello,
  
   
  
  The complaint I just filed was the wrong location and company. Can we fix this? The intended complaint was for Arlington Toyota in ************, *** 
  
   
  
  Thank you,
  
   
  
  ********* Cowan 

  

  Business Response

  Date: 09/16/2024

  Ms. *********,

  Arlington Toyota regrets the dissatisfaction with the aftermarket products installed on the 2021 Toyota RAV4. We contacted the vendor to ask for some reimbursement for the repair on the 2021 RAV4 and they declined assistance. The best solution is to claim on insurance for the repair. Arlington Toyota will offer to assist in the deductible for the customer.

  **** *****

• Initial Complaint

  Date:03/21/2024

  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.

  This dealership practices shady and dishonest techniques and tactics. We were coerced into adding an OPTIONAL plan that they refuse to refund us for. When asked to speak with a supervisor We were told he would be in only to arrive and no one was here.

  Customer Answer

  Date: 03/28/2024

  After 2 additional trips to Arlington Toyota we were unsuccessful at them correcting their mistakes. We were given the option to exchange for a vehicle that had more miles and less value. Upon conclusion after talking with manager **** ****** we ultimately left the lot unhappy and still extremely frustrated with situation. We were “told” to cancel the warranty but of course that takes an additional 4-6 weeks to be “refunded”. We had an absolutely terrible experience after spending a combined 4 hours with no real solution. I reached out to finance director ****** ***** via email but it’s clear that the lack of respect and customer service trickles down from management as he did not respond. We are filing this claim so others are aware of the underhanded, dirty, manipulative tactics this dealership uses. We hoped to get a refund and our original payments but clearly that does not seem to be an option. ***** for good people to be taken advantage of. 

  

  Business Response

  Date: 04/11/2024

  The extended warranty was cancelled and submitted to the lender.

  **** *****

• Initial Complaint

  Date:03/18/2024

  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.

  2/17/23- purchased 2021 Toyota Highlander. During financing, they told me my license plate was 10 years old and they would have to give me a temporary tag and I would receive a new tag in the mail. I had to pay more money due to having to get a new tag issued. Temporary tag expires 3/17/23.2/26/23- I received low oil warning.2/28- dealt with ***** and he got issue resolved. They found the mechanic shorted adding oil due to a following a machine and not reading the manual. 3/2- contacted very nice sales rep ****** inquiring about not receiving my tag still. ****** assured me I had nothing to worry about and that it takes several weeks.3/14- I contact ****** getting very concerned. My temporary tag expires on 3/17 and my family is leaving for vacation this day. 3/15- ****** reaches out and says that finance guy messed up. They CANNOT issue me another temporary tag. I will have to wait till Monday. I have a brand new beautiful car that I cannot take on my vacation now. I also have a fear of my car being towed while Im gone since my tag is expired. I have no idea what my next steps are to get my tag. We leave Sunday and dont return until Thursday. I cannot believe that a temporary tag can not be issued. You would think they would be trying to do everything for me to be able to utilize my car that I need for my vacation.

  

  Business Response

  Date: 03/18/2024

  We transferred ********************* tag on 2/28 and mailed out her registration on 2/29.  *** was the finance manager, for some reason he told her the tag was up for a 10 year replacement when it was not.  It wont be up for replacement until her renewal next year.  Apparently he came into the office Friday a little after 4:30 about this deal (I was already gone).  ****** is applying for a replacement tag, but *** was already closed.  I looked the deal up in DLR*** and *** checked to replace it, it was not a *** 10 year replacement.  Also, ******* and ****** told me when he was in here on Friday he told them he took the customers plate.
  
  She was not charged any extra for a new tag.  She was charged  $126.65 and the *** charged us $138.85.  The replacement should be in tomorrow or Wednesday at the latest.  

  Customer Answer

  Date: 03/19/2024

  Nobody has contacted me regarding this matter. Its not clear how I am receiving my tag. Will this be mailed back to my home and I should receive it this week? Is this my original tag that I will need to renew next year? Pleas be specific as NOBODY has reached out to me. I have not been able to drive my vehicle since 3/17 when my tag expired. 

   Complaint: 21440123

  I am rejecting this response because:

  Regards,

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

  

  Business Response

  Date: 03/20/2024

  The registration was transferred in February. The replacement tag was sent ***** today.