Complaints

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. Dealer charged us $550.00 additional without notifying us of the added fee.2. Salesperson told us that financial staff would explain the details on the sales contract after having me sign it quickly. This did NOT happen. Most documents I signed/initialed were on a tablet which did not show the entire document 3. We did NOT receive a copy of the purchase order at the dealer and no one went over the details of the purchase order with us.4. We received a copy of the purchase order via text from the salesperson on Wednesday, March 27 at 3:09 pm after I called and left a voicemail requesting it.It has $550.00 for a ******* Package.5. The salesperson later (a few days after the sale) stated that the $550 was for a windshield treatment and a three month warranty. We only received a copy of the windshield treatment which stated Product Price 0.00. We were told about the window treatment but we were informed there would NOT be an extra charge for it. 6. After asking for a copy of the 3 month warranty we received an electronic copy on March 30, 2024. The warranty states ********************* ******** Warranty) is provided by the Warrantor to the Customer at no additional charge in connection with the purchase of theVehicle. Therefore the $550 was NOT for the warranty.7. No window sticker was on the vehicle with description and price of the vehicle.8. Windshield leaked which cost us $208 to repair.9. Temperature in the finance office was set high - possibly a tactic.10. Dealer required 1/3 of the price to be paid right away despite my having an 801 on my credit score.11. We would like our $550.00 back along with associated sales tax and finance charges for the $550. We would also like all weather mats for our trouble, time, and stress.

  Business response

  06/06/2024

  We have resolved the issue with the customer and will send a check for $650 in good faith.  This is not an admission of any wrongdoing but rather to make our customer satisfied with their purchase.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The catalytic converter on our 2008 Prius was removed overnight on 11/28/23 by thieves. That morning, I called a towing company and had the vehicle dropped off at ******* Elmhurst Toyota. The service representative called to inform me that the replacement converter, with installation and taxes, would cost $3,800. It took a couple of days to handle the installation, and sometime during the second day, the service representative called and offered a security device that would make it more difficult for thieves to make off with it again. Initially, I declined the offer. As I thought about it, I knew I would have some difficulties parking the vehicle inside a garage occasionally, so I called back and authorized that they go ahead and install the security device. I called him back and told him to go ahead with the installation. My charge card bill upon pickup of the car was $4,066. I'm not great with math, but if I subtract the cost of the converter install from this figure, I get $266, which Id assume to be the cost of the security device with tax. The sales representative told me the installed price would be between $400-$450.The service representative called late on the 30th to let me know the converter had been installed but that they didnt have the security item available after having made the offer to install it. He said he would put one on order, and at no time noted this was special stock product. Catalytic converters are stolen in large numbers in our area, so I would suspect this was something the service department there had a lot of experience with. He also noted that he would charge me for the item, and give me a call once it was received to arrange for installation. As I noted above, that looks like $266.On February 27th, I emailed ******* about canceling the order for the security device that was supposed to have been placed and received sometime in December. A woman named ************************* reached out to me and asked me for my phone number so that someone from their customer service organization could get in touch with me. I thought it was odd that a customer who has purchased a car from this facility and has been going there for service for a decade or more couldnt find me in any of their customer records such that they had a phone number to contact me, but Whatever. I followed up on March 3rd and got a note back saying that they were in the process of working on it and that I should be patient. On March 8th, I lost patience with their process, and now believe that no one was truly working on anything. I told her that I needed an answer by the end of the day on March 12th. I heard nothing from her. Around March 17th, I reached out to *************************, noted on their website as the facility General manager, outlining my concerns and asking for his help. Again, nothing. Initially, I was baffled by the fact that no one after the initial contacts and request for my phone number, reached out with anything at all. The request of the ** for his help, was the same nothing burger. I want the $266 refunded to my credit card account; I dont need an apology or any narrative about why we are here. I headed up an operations group for a Fortune 100 company in Chicagoland and am well-versed in what actual customer service looks like. And this wasnt anything like that.

  Business response

  04/04/2024

  as per our General Manager ****************** we will send out a check for $266.00 customer was called today and **** left a voicemail.  

  Customer response

  04/12/2024

   
  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.  Thank you for getting involved and helping secure a resolution.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Elmhurst Toyota requested a down payment of ******* dollars for a car order that was on the way. Gave them the payment and promised to have the car before a certain month. The car was not delivered as promised. Ask for the car order refund and they wont provide a refund. Instead they want to provide car services for my car.

  Business response

  11/27/2023

  To whom it might concern,

  Refund will be issued. Please let Mr/ ************** to come and see me for fastest refund. Thank you!

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

  ******* Elmhurst Toyota

   

   

  Customer response

  11/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a brand new Toyota Highlander Hybrid vehicle. In doing so, the final process is to sit with the payment advisor where he will walk you through your options like warranties and coverages. During his presentation he made no mention regarding the different services being presented were merely optional. I only learned of it being optional after sitting down at home the next day and reading all the paperwork and in fine small print showed that it was all optional. Since I was unable to take the car due to their system being down for the license plates on the same day of purchase, I had to go back to the dealership at a later day. When I went back the following Monday, I confronted the salesman and said I want a refund for all the extra warranties that were sold to me. It was a total of $****. The payment advisor kept trying to convince me otherwise but I insisted I want it refunded. I even confronted him and said he never once mentioned to me it was optional otherwise I wouldn't of done it in the first place.He said he would give me a call back after talking to his director. Forward two weeks now and I've left him a voicemail at least 4 times a week. His director left me a voicemail at 7 pm stating I must come in but when trying to call back he never answered or got back to my voicemail weeks later. The payment advisor after a week finally left me a voicemail and said to provide my credit card info to refund the undercoating, and he said I did not need to come in.. However, he made no mention about the extra **** I also wanted refunded. He thought I would forget about that... so I tried to call back multiple times and left voicemails but he never got back to me. I left my credit card info to the front desk and I told her to have him call me to talk about my other refund. She said he would call back. It's been one week now, no call, and I've yet to see my refund of the undercoat nor has he called back to discuss my refund on the warranties.

  Business response

  11/08/2023

   

  Re complaint # ********

   

  To whom it might concern:

  In response to above complaint number, I would like to inform you:

  All optional products (vehicle service agreement, maintenance agreement and GAP coverage) purchased by **************** have been cancelled on October 23rd, 2023.

  Since **************** financed his purchase thru Toyota ********* Services, total purchase amount of those products is sent to his financial institution (TFS) and would lover his balance. It might take up to 4 weeks to see reflection of those cancellations on his balance owed.

  Mr. ***** also purchased undercoating for his vehicle and paid separately with his credit card. That money is also refunded, directly on his credit card.

  We truly apologize about any inconvenience this might case to Mr. ****** and also want to insure him and you, that no money would be lost.

   

  Respectfully,

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

  General Sales Manager

  ******* Elmhurst Toyota

   

   

   

  Customer response

  11/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It is unfortunate that we need to go to these measures to see customer service at what is reasonable levels. It's a shame to say the least. Thanks for your help BBB. It only took 13 calls, a ****** review, and a complaint filed to the BBB to have them address my issue. 
  
  Regards,
  
  *************************

• Initial Complaint

  04/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was repainted by Toyota in ******* two years ago under Toyota recall for paint which it was doing the same thing at this time. I have lost my job in ******* due to COVID-19 and relocated back to *******. In Oct /2022 I brought my vehicle to Elmhurst Toyota into their service **** and I talked to a service writer and who referred me to the service manager and who took pictures of my vehicle he also took a copy of the *************** about one month I received a call back from the service manager and he stated that we never had a total repaint before and ****** refused to repaint my vehicle. I have attached pictures and a copy of the ***************. Toyota is the one who selected the body shop that painted my vehicle and the paint is cracking and peeling again this is no way for Toyota to refuse to fix the issue that they recalled in the first place

  Business response

  04/17/2023

  Mr. ************;brought his vehicle in for an inspection for paint peeling, We contacted Toyota  ******* ************* ****** rep reviewed vehicle pictures. The special policy adjustment (from Toyota Motor Sales) was already completed by a dealer if *******. Once a campaign is completed, we can no longer perform "additional Repairs". This is a Toyota Motor sales issue, not an Elmhurst Toyota issue. If ****************** has issues with the paintwork work performed in ******* he should take that up with the body shop in *******, or the dealership in ******* and recommended this body shop. ****************** has never brought his vehicle to our dealership, except to complain about paint. We have no history on this vehicle. 

  Sincerely,

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

  Parts and Service Director

  ******* Elmhurst Toyota

  Customer response

  04/18/2023

   
  Complaint: 19942857
  
  I am rejecting this response because:
  This is a very unfortunate situation I am disappointed with Toyota and Elmhurst Toyota I will be contacting the *********************** on this matter.
  Sincerely,
  
  ***************************

  Business response

  04/20/2023

  I'm sorry your disappointed, maybe you should contact the people how actually performed the repair on your vehicle. unfortunately it is not our dealerships responsibility to help you with a vehicle we did not paint nor did we suggest a body shop ...and WE have never seen for service. This car or you as a customer have never been here. again your issue is with the dealership in ******* not with **. and we are a franchised Toyota dealer. Toyota motor sales does not own this dealership. best,  ************************* Parts and Service Director ******* Elmhurst Toyota.     

  Customer response

  04/21/2023

   
  Complaint: 19942857
  
  I am rejecting this response because:
  Im very disappointed with my experience with the Toyota company and that will not help me. And its all about money and not doing anything to help out a senior like my self. I will be contacting the *********************** about this incident. Toyota has lost a customer over this.
  Sincerely,
  
  ***************************

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I gave a deposit to this Car dealership and after 7 months, there is no car as well they don't want to return money. They just use shady contracts in order to steel money.They promised to deliver car in 4 to 6 months last year, other dilerships were

  Business response

  03/23/2023

  Dear *****, Sir

  Customer did sign contract with nonrefundable deposit. We are still trying to secure vehicle for buyer. This deposit is not refundable, but that doesn't mean customer can't use it on any other future vehicle. With any questions, please contact me directly @ ***********

   

  ***********************;

  GSM

  ******* Elmhurst Toyota

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the dealership for a regular maintenance appointment/oil change for my 2018 Toyota Yaris IA 02/10/2023. I was advised that the caps on my tire stem for the rear right tire was stuck, and was told it needed to be replaced. I declined the repair since i knew i would be able to remove the cap on my own when need be, and was also told the repair would take longer than 20 minutes which the service advisor was not willing to wait. As i left the parking lot to the dealership my tire light appeared on the dashboard of my vehicle. Today,01/14/2023, i saw my rear right tire was completely flat and needed air. I was able to apply WD-40 on the cap and it was able to twist off very easily. I noticed there was hissing sounds coming from the stem of the tire, and i remembered the service advisor *********************** stated the cap was, and i quote, stuck to the stem. ***** advised the mechanic was not able to remove the cap, therefor it needed to be replaced. I then returned to the dealership today, 01/14/2023, and discussed the matter with the same Advisor, ***********************, and was told they would look at the tire. I waited in the lobby, and was then advised by same advisor that the stem on the tire was torn and needed to be replaced. ***** also advised that the tire was torn from the rim sitting on the tire as well. The advisor then proceeded to inform me of the charges for the repairs, which i did not agree with since i did not cause the damages. I advised that i would like to speak with a manager considering my tires were just recently purchased prior to this winter season. The service advisor then laughed and stated he will take me to his manager, and escorted me to his office. ***************************, the service manager, was made aware of the situation by the service advisor ***********************, but i continued to advise of the situation with more details. ***** was very aggressive and persisted that the damage to my tire was my wrong doing, and refused to assist me accordingly. I then offered to show my receipt for the new tires i purchased within the year, he declined. I continued to advise him that the damage to my tire was due to the negligence of his employees whom allowed me to leave the dealership knowingly that the tire stem was damaged from attempting to remove the cap on the stem but labeled it as needing to be repaired since the cap was stuck. ***** then threatened me to leave or he would throw me out of the dealership and was extremely combative during the entire discussion. He then began to take a step closer to me and laughed and continued to threaten me after questioning his threat infront of his employees in the service department. At which point, i felt completely unsafe and uncomfortable and began to ask for his superiors information and he refused to do so and laughed stating he did not have anyone above him. He gave me his business card and had a ****** retrieve my vehicle from the mechanics unit and i went in my car from feeling completely unsafe. I do not agree with his lack of professionalism and danger to the work environment. He willingly threatened a customer which is very concerning on what he would say to his employees. Please reach out to me with any other questions or concerns you may have, thank you. Contact # ************ Email : *******************

  Business response

  02/16/2023

  Tell us why here...Hello,
  In response to the BBB ID of ********. On February 10, 2023,we performed an oil change and a multipoint inspection on ********************* 2018 Yaris VIN ***************** with ****** miles. ****** the multi-point inspection,we advised ****************** that we were not able to remove the valve stem cap on the right rear wheel and that the valve stem was leaking air when you move it (see attached repair order # ****** tech notes). We advised ****************** to replace valve stem in person (F2F face to face) at 5:34 pm she declined replacement. We adjusted the tire pressure in all but the right rear tire because we could not get the cap off without damaging the valve stem. We documented the declined valve stem on the repair order.
              On February 14, 2023, ****************** again brought her vehicle in for service with the right rear tire leaking air. See attached repair order # ****** We inspected the valve stem, and it was pretty chewed up (by whoever removed it not us) and the valve had a new plastic valve cap installed. The car had been driven for 420 miles low on air and the right rear tire was damaged. A heat ring had formed due to the tire being driven with low tire pressure. The tire now needs to be replaced along with the already diagnosed leaking valve stem. ****************** spoke to *********************** our service advisor and was not happy with his answers. ****************** then spoke to *************************** our service manager ***** investigated her concern and found us not to be negligent in any way but offered ****************** the valve stem part and compensation if she pays for the tire replacement. She declined and ****************** was the one getting aggressive and loud in our service drive. ***** asked ****************** to keep her voice down and she refused. ***** then asked her to leave, she refused. ***** then told her that if she would not leave, we would have her removed (by the Elmhurst Police). Eventually she left.
              ****************** could have avoided all this mess if she would have just replaced the leaking valve stem when we told her to. She declined the repair and ****************** need to be responsible for her own actions.
  
  Sincerely,
  
  
  *************************
  Parts and Service Director
  Elmhurst Toyota

  i was unable to attach copies of repair order because "file was to big" 

• Initial Complaint

  12/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered the wrong part. I requested a refund. They refused stating that "special order" items are not refundable. I did not see such language on their website. The part is in the exact same new condition as when it arrived. I would like assistance on receiving a refund.

  Business response

  12/13/2022

  Hello,

  I have attached our return policy that is posted on our website. I have called ******************** and left him a voicemail, at 12:15 pm Tuesday December 13, he has yet to return my call. it is my understanding that ******************** installed the horn we sent him which would negate his ability to return part. also our posted return policy states most electrical parts are not returnable. this part is not returnable for the two reason I have stated. Sincerely ************************* Parts and Service Director Elmhurst Toyota. 

• Initial Complaint

  11/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have order parts for my car from them through Amazon.I have paid extra in order to get the part expedite (extra 10$)the part should have been delivered by the 10th but it was not.when I contacted the seller on the 10th they have said we are very sorry we will send it now, but till this time i have not received the product every time I have contact the company they have said wait 3 more days and you will get it.but every time it didn't happen

  Business response

  11/15/2022

  Hello,

  We do not show an order for a ********************* from ****** **. However we did have an order from a ******************************* from ********, ** assuming this is the same person the order number 111-924836-0213033 that was placed on November 7, 2022 at 6:08 am. the deliver by date was Wednesday Nov. 9 to Tuesday, November 15 the ship by date was Tuesday, November 8 to Thursday, November 10.  a *** label was created on November 10,2022 at 8:45 am and was delivered on November 15, 2022 at 2:00 pm. which is within out advertised delivery window.   ******************************* would not be entitled to a refund because part was delivered in the time period listed on the order. see attached order and *** delivery confirmation 

  Customer response

  11/17/2022

   
  Complaint: 18405290
  
  I am rejecting this response because:

  the date they are mentioning was the free delivery, i have paid extra for expedite delivery (as you can see in the document they have sent i paid extra 10$ for shipping) . with the expedite shipping thew package should have been delivered by the 10th. 

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

  Business response

  11/18/2022

  The order was shipped "expedited shipping", though *** ...non-expedited shipping is sent first class ***** Customer still received package as promised on Nov 15. 

  Customer response

  11/18/2022

   
  Complaint: 18405290
  
  I am rejecting this response because:the date grantee on the Amazon website was 11/10 
  
  Sincerely,
  
  *********************

• Initial Complaint

  10/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought set of toyota parts from Elmhurst Toyota website, order#****** shipped 10/10/2022 via *** over tracking 1Z4268220302173800. I got it delivered on 10/14/2022 I found out that in order part was misplaced Instead of 13505-0F010Engine Timing Belt Tensioner Pulley$100.611$100.61 13503-0F010Engine Timing Belt Idler$100.881$100.88 Elmhurst Toyota parts workers put two 13503-0F010Engine Timing Belt Idler$100.881$100.88 And no 13505-0F010Engine Timing Belt Tensioner Pulley$100.611$100.61 Its actually block me from continue my project. I tired to contact Elmhurst Toyota multiple times. On 10/14, 10/17 10/19 by phone and sent multiple emails from their website. Phone calls been transferred on mailbox and noone call me back. Emails also left unanswered. Before I cancel my transaction in the bank, I want seller to refund me for the part they did not deliver plus applicable tax: 13505-0F010Engine Timing Belt Tensioner Pulley$100.611$100.61 Best,Evgeny

  Business response

  10/20/2022

  Dear BBB Representative,
  *************************** place an on-line order with us on Thursday 10/6/2022 at 5:58 pm for 14 items. That order was processed, and non- stocked items were ordered from Toyota to fill the order. Missing parts were received, and order was shipped out in the afternoon of Monday 10/10/2022 *** tracking # 1Z4268220302173800. Order was delivered on Friday 10/14/2022 at 2:59 pm.  
  
  We received an email from Evgeny expressing a concern with a mistake with the shipment apparently, we shipped two part # *****-0F010 instead of one *****-0F010 and one 13505-0F010, on Friday 10/14/2022 at 6:03 pm (we close at 6:00 pm). ***************** in our internet sale department saw the email on Monday 10/17/2022. *** investigated the claim, verified the mistake, placed the correct part on order and responded to Evgeny by email on Wednesday 10/19/2022 at 4:57 pm.
  
   ****** started a second email chain on Monday 10/17/2022 at 1:50 pm which ************************* in our internet sales department responded to on Wednesday 10/19/2022 11:56 am. ******** informed ****** that we had the correct Idler and we are shipping it out, the tracking number for that order was 1Z850A77YW17220735 and we provided a shipping label to return the wrong part (*****************) in the box with the corrected parts shipment.****** acknowledged receiving this email on Wednesday 10/19/2022 11:58 am with Appreciate it Evgeny. The correct part was shipped out on Wednesday 10/19/2022 with an estimated *** delivery of Wednesday 10/26/2022.
  
  ****** also contacted our dealership via a ******** post on Wednesday 10/19/2022 at 12:25 pm saying: Hi Elmhurst! I got parts from you order #****** one part was missed from order. no return calls, no reply to emails. Please contact me. No goodthis was after responding to our email at 11:58 am. We made good on our mistake.No Billing adjustment will be made, we rectified the issue. If the Idler was such an immediate need the part would have been readily available at the local Toyota dealership and we would have refunded the cost of the incorrect part.  see attached for email copies and shipping information  
  
  Sincerely,
  
  *************************
  Parts and Service Director
  Elmhurst Toyota     
  
  

*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. ↩