ComplaintsforToyota of Naperville

• Initial Complaint

  08/24/2024

  Complaint Type:

  Order Issues

  Status:

  BBB unable to locate business

  More info

  - On 8/8/2025 I bought a new 2024 RAV4 from this dealership - Apparently my out of state checks are perfectly fine at competing dealerships, but here at Naperville Toyota I had to sign a "Backup Contract" which was a financing application where they ran my credit.- ************ made it very clear that they would be unable to guarantee the vehicle would remain if I were to return with a cashier's check from the bank and that there was a high chance that too would be unacceptable originating from an out of state financial institution (******* Bank)- ************ and **** both said having ******* Bank wire the money was the only way and that the "backup contract" would never be executed.- Now, weeks later, even though my bank has confirmed the wire transfer was successful to the dealerships BMO account, **** and ********************** are claiming no funds have been received and they are proceeding with the contract.- This transaction has many problems including:- The stealership is clearly taking advantage of an out of state senior citizen.- The perhaps biggest problem is that the financing "backup" contract is for roughly $3,000 (about 6%) more than the actual out the door purchase price which the money was wired for.- By having mismatching amounts on two separate contracts it allows the dealership to claim they haven't received the funds because the amount wired to them was unclear with having two separate amounts on two separate transactions.- When enough time goes by (even though the funds were wired days later to the dealership's account) the difference (around 6%) in those funds still wouldn't appear in the dealership's financial accounts and thus the "backup" contract may now proceed. This allows the dealership to not only charge 6% more but to also hit any financing targets they may have had more easily. I would never have agreed to an outrageous interest amount with practically nothing down on a 50k car.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited this dealership on 01/07/24 which was a Sunday and I knew they were closed. I went to check out a used Certified 2017 Toyota Tundra SR5 4X4 CrewMax Truck. The truck was advertised as being covered under warranty until ****. Had a ******* mile warranty that was included and a ****** mile comprehensive warranty as well. The warranty was not another 100k miles but in fact only 24k more miles left on the truck until it reached 100k miles.I verified this information multiple times prior to visiting the dealership. Email and phone. I called the next day and made an appointment for 4 pm that same day. I had a trade in. We get to a number and I agree to put $5000.00 down as well. finance guy came in. He gathered up my documents and the contract and said he would be back in no time.****** approaches me and says we may have an issue. Doesn't tell me anything until **** the Sales Director informs me that in FACT the Toyota is not a Certified Vehicle and that any and all warranties were now VOID It could not be certified even though it was Listed as Certified with 2 warranties in place. I had signed the contract already. They asked if I wanted to continue with the purchase and I said Kindly give me my title and keys back. That same day my wife sent me a screenshot of how they are now claiming its Gold Certified. I called and talked to the sales manager and all I got was excuses and reasons why they weren't at fault. They did not want to resolve the issue at hand which led me here. Which today 01/10/24 its just a used truck. The contract was already signed. Vehicle Ad was located on Toyotacertified.com as well as their own website, Toyotaofnaperville.com I paid $0 dollars but had signed the contract and was waiting for the plates and the paperwork. I had financing through chase and have attached pictures Pictures also show warranty on sticker on windshield, hard to see. One picture shows that is certified and then the next says its gold certified. Now its Non certified

  Business response

  01/16/2024

  We have reached out to **************** and we are waiting for a return call.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I financed a used Rav4 about a year ago from Toyota of Naperville. At the time the finance rate and payments they were offering me were not good at all. I did not have a vehicle and did not have much choice. Still the payments were too high so I politely said I would shop elsewhere. The salesman told me to wait and got his boss. They explained to me that if I kept my account in good standing for a year I could refinance without any issue. I decided to sign and took the car. It has been a year and I called to start the refinancing process. They told me they do not now nor have they ever done refinancing. I explained what the sales man had told me and assured me. The rep simply said well he must not have been honest with you. Desperate to refinance I reached out to other refinancing companies. ALL of them told me that I was way over charged. They say I paid more than 20k of the cars worth and basically I was completely ripped off. No company will refinance me unless I can come up with almost 20k cash first to pay the difference in worth! I left multiple messages and emailes for manager *************************** before he finally contacted me. When he finally called me me played dumb and just said things like, "Well, I wasn't around then." He could not in any way explain why I was overcharged, and offered no solutions. I finally asked him directly what he would do to help resolve the situation. He simply answered "Nothing." Now, I am having to take extreme action to try and survive being ripped off before I go under!

  Business response

  06/13/2023

  ****************** purchased a Used 2019 Toyota RAV4 XLE AWD from Toyota of Naperville on 06.25.22. Attached is his buyers order for reference.The loan was offered to and accepted by Toyota ********* Services at a rate of *****% for 72 months. ****************** is now either trying to trade the vehicle in or refinance the vehicle and is having difficulty completing the process.Toyota of Naperville has offered ****************** to cancel his optional Insurances he purchased at the time of sale to reduce his principle balance.  
  
  ***************************
  General Manager
  Toyota of Naperville
  ************

  Customer response

  06/13/2023

   
  Complaint: 20157720
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer response

  06/14/2023

   
  Complaint: 20157720
  
  I am rejecting this response because:
  I have filed complaints and reviews and rejected the ridiculous answer from the business. They have show over and over they fail to meet all 8 of the criteria of the
  BBB Accreditation Standards! They lied to my face multiple times to close a deal. How is it you all still show them as an A+ rating? What is the point of the BBB if I show you dishonest business dealings and you just ignore it? How are people supposed to know not to go there and get ripped off? Make it make sense. Thank you
  Sincerely,
  
  *************************

  Business response

  06/14/2023

  ****************** purchased a Used 2019 Toyota RAV4 XLE AWD from Toyota of Naperville on 06.25.22. Attached is his buyers order for reference.The loan was offered to and accepted by Toyota ********* Services at a rate of *****% for 72 months. ****************** is now either trying to trade the vehicle in or refinance the vehicle and is having difficulty completing the process.Toyota of Naperville has offered ****************** to cancel his optional Insurances he purchased at the time of sale to reduce his principle balance.  
  
  ***************************
  General Manager
  Toyota of Naperville
  ************

  Business response

  06/14/2023

  ****************** purchased a Used 2019 Toyota RAV4 XLE AWD from Toyota of Naperville on 06.25.22. Attached is his buyers order for reference.The loan was offered to and accepted by Toyota ********* Services at a rate of *****% for 72 months. ****************** is now either trying to trade the vehicle in or refinance the vehicle and is having difficulty completing the process.Toyota of Naperville has offered ****************** to cancel his optional Insurances he purchased at the time of sale to reduce his principle balance.  
  
  ***************************
  General Manager
  Toyota of Naperville
  ************

  Customer response

  06/14/2023

   
  Complaint: 20157720
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ** 5/16/20 I leased a new Toyota Rav4 from Toyota of Naperville. My salesman was ***********************************. ** the day of the transaction the car had 29 miles. Today the car has over ****** miles. ** 5/16/20 when I was leasing the car, nobody (and that means salesman *********************************** nor any other person working at Toyota in the finance ***** informed us about the fact that they had exchanged the original tires and wheels that belonged to the the Toyota Rav4 on to other used tires and wheels of a bigger size that do not belong to the Toyota Rav4. Also, they did not inform me that the price of the car, because of this change in tires and wheels, was higher. The first time I learned that the wheels and tires need to be changed was during the first oil change at ***** miles at the service department of Toyota in Naperville. With the car mileage of ***** miles it was determined that the tires are in such a bad shape that they are not suitable for driving. For some strange reason, the service workers put a different information in their computer system. The printout of this service from 4/12/21 says the tires are completely fine. I did not believe that after driving only ***** miles I had to change the tires. I thought, they were trying it sell me on new tires (the cost, they said was $1,500). This same situation repeated itself at the subsequent oil change. For this reason I contacted a different dealership to get a second opinion on the tires. I was told that those tires were not original, and again I was told that driving this car is very hazardous. I already knew that from my own experience: at soft braking the car would slide and spin out. During hard turns I would hear a noise. It was all very scary, and I definitely would not feel safe. I feel that my health and life is put at risk every time I drive this car. It is after all a new car that should be safe to drive. I still pay for it, unfortunately I cannot even use it in this snowy weather because it is unsafe.

  Business response

  02/14/2023

  Sorry I did not see this compliant before.  On 01/828/2023 she dropped her vehicle off.  On repair order #****** we replaced four tires and rims on her vehicle at no charge to her.  The vehicle was completed on 02/01/2023 and pick up.

   

  Customer response

  02/18/2023

   
  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,
  
  *********************

*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. ↩