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:03/17/2025

  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 purchased a vehicle on 12-23-23. I purchased the extended warranty after saying no to a tire/wheel warranty. The finance person said "we will just throw it in for you". After reviewing the paperwork when we got home, there was a $500 charge for the tire and wheel warranty. I called the dealership multiple times and they never returned my calls about getting a refund. On the paperwork it says I could cancel within 60 days through the warranty company or the dealership. So I emailed the warranty company and was given a claim number. They said it would take several months. That was February of 2024. When I contact the warranty company, they say they can take the cancellation but it is up to the dealership to issue the refund.

  

  Business Response

  Date: 04/01/2025

  We are sorry about the delay, none of the management from that time period is still employed here. We have issued a check for the full $500, which as required, is going to the lienholder. That will be applied to the outstanding principal, essential shortening the term of the loan. 

• Initial Complaint

  Date:01/25/2025

  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 off the lease of a Toyota RAV4 at Toyota of Fox Lake. They did the paperwork incorrectly and didn't submit a valid lease to the state of IL so I cannot register my vehicle. I also cannot sell my vehicle. This is unacceptable for a car a purchased in full, but cannot not lawfully do anything with. I went into resolve the issue and the General Manager ***** ******** said he would help resolve the issue. However, after giving him a month to look into it, when I reached back out to him his response was "Remind me what the issue was ?"

  

  Business Response

  Date: 03/03/2025

  We are diligently trying to figure out how to resolve this issue. We have been in contact with Toyota, the state of IL and the state of PA to try and get to the bottom of it. As soon as we have a cohesive plan in place we will reach out to the customer to let them know where we are in the process.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22857252
  
  I am rejecting this response because: Hi,
  
  Sorry I forgot to reply within the 7 day response period. I was waiting to hear from the dealer. This issue is still not resolved. Everyday we risk getting a ticket for not having the proper registration for this vehicle and have already been pulled over and given a warning. Last year they said they would help resolve this issue and didn't follow up, in January they said the same thing and still did not resolve the issue, and after you contacted them the called and said it would be resolved but then I have not heard from them since only this time they switched from "yeah this happens sometimes to we've never seen this." Not sure the next steps involving the BBB but I would like this issue to be considered not resolved. 
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 04/01/2025

  Per our office manager: I've spoken with Mr. ***** and let him know the title would be mailed to his Volo address in 7-10 days...he should receive it in approximately 2 weeks.  He was OK with the update. 

• Initial Complaint

  Date:03/15/2024

  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.

  Toyota of Fox Lake is engaged in deceptive advertising practices and isn't honoring the terms of service of Toyotas SmartPath program. For context, Toyota USA offers a transparent and seamless buying experience called SmartPath. Not all Toyota dealers meet the requirements for SmartPath. Toyota of Fox Lake is a certified SmartPath dealer. Toyota USA touts the benefits of SmartPath as Best prices. No surprises. With SmartPath, you can unlock available savings so the estimate you see online is what youll pay at the dealership." After completing the first steps of the online buying process, I received a confirmation email confirming the Cash Offer price of $75,516 for a ********************************************************************* shortly to complete the transaction.After finally receiving a call back from the Sales Manager, he informed me that they would not be able to honor the SmartPath certified price UNLESS I financed the car through the dealership at a rate around 9%. There is absolutely no mention of this requirment on the Toyota.com website, the confirmation email, terms of service, or the Fox Lake Toyota website. This is a clear example of the old bait and switch, harken to the shady old days of purchasing cars before the internet existed. As the *** of a large company, I find it appalling that an auto dealership would try to engage in these dishonest trade practices. At a minimum, Toyota of Fox Lake should not be able to participate in Toyota USA's SmartPath program if they will not honor the terms of service. Pricing transparency is important for consumers, and bad actors like Toyota of Fox Lake diminish the reputation of all auto dealerships and erode the publics trust in the car buying process.

  

  Business Response

  Date: 04/18/2024

  Our goal is to create long term sales and service customers, and for that reason, we retain the right to prioritize new vehicle sales to customers within our local market area, especially on harder to get vehicles. This customer appears to have contacted us from ********. Having said that, this does not appear to have been handled properly in terms of how this was communicated, and that is not the policy of the dealer group that owns this store. This management team that was in place when the customer contacted the store has since been replaced and we have communicated this is not how we would like to inform out-of-local-market customers of our sales priorities. 

• Initial Complaint

  Date:09/16/2023

  Type:Order 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 June 8,2023, I purchased a car for the dealership. The finance person, ******************* sold me a vehicle service contract (warranty) for $2,150.00 On August 16,2023 I called and asked to cancel it. *** informed he will handle it. It has been a month and I have not receive anything in the mail regarding this.

  

  Business Response

  Date: 10/17/2023

  This refund was processed, and the check should be in the customer's hands shortly. 

  Customer Answer

  Date: 10/18/2023

   
  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

  Date:08/07/2023

  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 called the dealer to confirm that the advertised price of the vehicle was correct and that there were no additional fees other than the standard tax, title and license. So, I drove an hour to buy the vehicle. When I went to make the purchase that added a $4,600 "Package" as they called it that was a requirement of the sale which drove the price to an exorbitant level. This dealer is engaged in serious fraudulent advertising practices. They said it was disclosed on their web page but as you can see, it is not.

  

  Business Response

  Date: 09/12/2023

  Per the ** of the store: 
  "There was clearly a misunderstanding. When **** (the sales manager) called him to apologize for the miscommunication he said he would come in and buy it at the internet price. He never showed up. The truck is still in the group, we sold it to *********** I think. I reached out and left him numerous voicemails as well before It was sold to ***********. We can get it back if need be, as of right now anyway."

• Initial Complaint

  Date:06/11/2023

  Type:Sales and Advertising 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 the dealer on June 10th 2023 to purchase a 2023 Toyota Tacoma through the Toyota SmartPath pricing structure. This internet advertised price was $44,667.00. When trying to make the purchase in-person, the sales personnel (Sales Rep./Sales Manager) told me that I had to purchase a $5,999.00 interior and exterior coating add on plan along with a $899.00 VIN Etching add on. Additionally, they added in the transit fee of $1,335.00 which is already included in the $44,667.00 pricing as advertised. Hence duplicating that transit fee. On top of that, they tried to add in unexplained fees for processing my trade-in vehicle, however, they did drop those fees quickly when I questioned them on the purpose and breakdown of the trade-in fees. After hours of back and forth they finally removed the $5999.00 add on, but would not remove the $899.00 VIN Etching add-on, however, they lowered the amount to $499.00. The final vehicle price was $46002.00 (before adding in the now $499.00 VIN Etching cost which brought the total to $46,501.00) despite the $44,667.00 internet advertised price. Adding in an additional transit fee on top of the one already factored into the price along with mandatory VIN Etching fee is a predatory scam. They should not be permitted to advertise prices that they refuse to actually honor. This is false advertisement. I should be refunded the difference of the advertised price versus what they were actually willing to sell the vehicle for. This difference is the combined additional transit fee of $1335.00 and VIN Etching fee of $499.00 which comes to $1834.00 ($46501.00-44,667.00). I did opt for the extended warranty and maintenance plan since I thought it was reasonable value for the cost.

  

  Business Response

  Date: 06/27/2023

  While it appears everything was disclosed in the paperwork and explained, we understand the customer is not satisfied with the transaction. Therefore, as a gesture of goodwill, we will refund the $1834 as requested. As there is a lien holder, the refund will go to the lender to reduce the principal balance of the loan (and it turn essentially reduce the term of the loan). 

  Customer Answer

  Date: 06/30/2023

   
  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. I appreciate ******** of Toyota's quick resolution in this matter.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/01/2023

  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.

  Incredibly dishonest and deceptive business practices Fox Lake Toyota . specifically by the sales manager in 5/30/2023. He provided a valuation of my vehicle trade that was completely inaccurate in his favor and went as far as to provide a fabricated document that stated the maximum value he would receive on resale of my vehicle was $8,100 after needed reconditioning and repairs were done. Swore up and down he was being honest and his numbers were right even though I had a valuation that stated trade in value was higher in fair condition. I requested the very lowest trade amount indicated in the price range, $9,000, based on vehicle condition. Sales Manager final number was $7,000 based on this $8,100 maximum value he presented. Two days after the sale, he listed my vehicle for sale on his lot for $20,000. I am seeking a refund payment for the difference, $2,000, to compensate for the deceptive business practices of the sales manager and resolve the issue. ***************************************************************************************************

  

  Business Response

  Date: 06/27/2023

  The trade value is part of a negotiation with the customer, and a value was agreed upon and accepted by the customer. In  term of the sale listing, we can ask anything we want for a vehicle, it doesn't mean will we sell it for that, or anything near it. As a for profit business, we can always try, but in reality, this vehicle needed $6900 worth of work (4 tires, rear brakes, RH front wheel hub assembly, CV half shaft replacement RH and LH, catalytic converter, oil pan gasket, rear main seal, etc....). ******************** for the vehicle to sell at the wholesale auction we leave it up to see if we get any interest in the meantime, as we never know, but one can dream. At the end of the day, we are likely going to lose money on this vehicle. 

• Initial Complaint

  Date:05/30/2023

  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 purchased a 2017 Acura ILX with ****** miles on Thursday the 25th of May at Toyota of Fox Lake for what was listed online for $16,426, trading in a 2013 Acura ILX for $5250. After adding on add ons, adding up to over $7000 the final price was $22,514. This is after I told them I would come back on Tuesday meeting today to pay cash as I was getting a loan from my own bank. After pressing me and standing right by me to finance it, I eventually signed. After leaving, 30 miles out starting on the highway the car had no power to advance on he highway and when it did get it moving it shuddered, and an ungodly screech from the front left. I tried calling the dealership with no answer so I slowly made my way home. I took it to an independent mechanic telling me there's so many serious things wrong from a bad lifter, bad catalytic converter and something very serious going on with the front left wheel just for starters. I called Fox lake telling them I want this car returned due to undriveability and they not only refused to send a flatbed to come get it for safety reasons but after driving it there myself they told me that nothing was wrong and my mechanic was wrong. Balanced the tires, change the oil and said everything was good. I left and again once hitting the highway, after service department was closed, the car began to shake uncontrollably and lose its position in the lane on corners and curves almost causing more than one accident just getting home. I have reached out once again to the dealer telling them I do not want this vehicle and under the 500 15-day minimum warranty I want this car returned and the sale nullified. They will not return the call and I get no one to answer. I was given no buyers guide, no inspection sheets, nothing on the car. Just payment information and disclosures. I cannot safely drive this vehicle and I really need someone to help in this desperate situation. I feel very taken advantage of as an older woman on my own.

  

  Business Response

  Date: 06/22/2023

  The customer has been in since the complaint was filed, and we believe we addressed the issue to the customer's satisfaction. We had three wheels repaired, and that seemed to take care of the shaking situation. 

  

  Business Response

  Date: 06/22/2023

  The customer returned to the store for additional service i.e. having the wheels repaired. 

  Customer Answer

  Date: 06/23/2023

   
  Complaint: 20119602
  
  I am rejecting this response because:

  I had tried to communicate to Fox Lake Toyota about the lack of documentation when purchasing the Acura. To this day I have never been provided or was ever displayed. I have not seen or received a Buyer's Guide or a Emissions check from the State nor what was done on the car once they had it, service or inspections they did at the dealership. I have had and am still having repairs done on this vehicle. The suspension needing replaced, electrical issues, filters, fluids, plugs, brakes. I was told the car sat a very long time without being run or maintained. This is just not acceptable. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/30/2023

  Signed buyer's guide attached. The vehicle had no emission related codes at the time of sale, which would have indicated an issue with any of the emissions related equipment. As with any used vehicle, the customer had the right to inspect the vehicle and drive it before agreeing to purchase it. We do inspection for safety, but we are not a restoration shop. Having said that, as a gesture of goodwill with regards to post sale work, we would like to offer a one time $500 reimbursement check. We will send it to the customer directly. 

  Customer Answer

  Date: 07/09/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/22/2023

  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 11/25/2022, I put down a $500 deposit on a Toyota Sequoia using my Discover Card. I took delivery of the vehicle on 12/15/2022, but the $500 deposit was not applied. On 12/21/2022, salesman ********************* acknowledged the error. I asked to have the $500 credited back to my card. He said that they could not do that and that I would physically need to travel back to the dealership, located 40 minutes away when there was not traffic. I told them to mail a check. This has not been resolved. On 12/15/2022, ********************* also neglected to furnish me with me owners manuals requiring me to drive back there on 12/16/2022, **** miles in each direction. Mileage only without my time is $21.88. Had the $500 continued to be in my savings account paying 4% interest, one month would have paid me $20 in interest. That brings the current total to $541.88.

  

  Business Response

  Date: 03/22/2023

  I am not sure attaching the actual docs is a good idea, but we can certainly say "The customer already filed a chargeback, and it was processed. We did not dispute the chargeback that took place in late January."

  ***********************
  Bob Loquercio Auto Group

• Initial Complaint

  Date:09/07/2022

  Type:Order 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 with Hold Contract, and after futher review the seller charged on contract thousands more than agreeed to price and due to way contract is on has no idea the tax and price. The Car was advertised and saposidly purchased on a hold contract for ***** AS ADVERTISED + tax. Dealer contacted 4 times Tuesday 9/6 for corrected salse contract, no return call, wed 9/7 cotacted **** of america again and was insured loan not funded, dealer has not submitted yet, and could be canceled. Called dealer and corp toyota customer service **** from dealer called back and said would get it all fixed, 1pm salse lady called back and completely lied and both MYSELF an MY WIFE made CLEAR we get out own financing, and she said it was no problem it will be written as hold contract. Finance man lied to wife on the mantence, and got charged for 2 mantences and a hazard mantence one they hid in the inflated price they put in line 1 the cash price with tax and the on in section K of contract, they are commiting fraud and the states ******** general should also be notifided of this fraud. We wand contract corrected to the ***** + tax all the mantence contracts removed, and new paperwork so we can get the financing thew our bank. notice supplied caption of internet listing and exactly what we were told in store when purchased, who knew one had toremove the tax to see infact they put service contract price on top of the **************************************************** section K if they dont want to fix this they can take their care back they ripped us off on as brand new is ****** PER TOYOTA, and they can give us our car back. I cannot beleive how we were fraudulently taken advantage of. contract line 1 clearly dont add up to ***** + the 7% tax Fox Lake has, the contract has ******** on line one that minus what IS noted as tax ******* DOSE NOT EQUAL THE ***** THAT WAS AGREED TO OR ADVERTISED *****.00