Complaints

This profile includes complaints for Newbold Toyota Scion's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Newbold Toyota Scion

  1282 Central Park Dr O Fallon, IL 62269-1780

• 

  Newbold Toyota Scion

  1283 Central Park Dr O Fallon, IL 62269-1766

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:03/21/2025

  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.

  Bought a 2022 ********** Tiguan on 3/1/25. We asked for the car fax report and was told that there was only minor damage reported, when we got the car home and went through all the paperwork in the car we found out that it had been in 2 Front End collisions where the whole front end was replace, one where even the radiator had to be replaced, that don't seem like minor damage to me. We contacted them about said accidents and they told us that it only involved 1 vehicle so they didn't have to report it as an accident. (I WOULD NOT HAVE BOUGHT THIS CAR IF I WOULD HAVE KNOWN ABOUT THE 2 ACCIDENTS) After the first big rain I noticed that my drivers side headlight holds moisture (more than likely an issue due to the 2 accidents it had been in) and seeing as the rain didn't happen until after the 15 day period now there is nothing they can do. My "Travel Assist not available" error code keeps coming on and they want me to drive it until a check engine light comes on or the car throws a code, won't even look at it until then. I thought I was getting a better vehicle than what I was driving but no I have had more issues with this car than any other car I have bought in the past.

  Customer Answer

  Date: 03/24/2025

  I forgot to mention that we contacted the dealership on 3/3/25 asking if we could return the vehicle and start the process over again with a different vehicle and they told us no we had to keep the car.

  Business Response

  Date: 03/24/2025

  It is my understanding that we are willing to work with the customer to try to resolve the issue with the vehicles drivability.  The customer was given a copy of the Carfax for the vehicle.  The repairs that the customer is referencing in his complaint did not occur at our service facility.  

  Kent Newbold

  Customer Answer

  Date: 03/25/2025

  Complaint: 23097851
  
  I have reviewed the business' response and am rejecting it because:
  
  Yes we asked for the car fax report but it was only told to us that there was only minor damage we were not shown or given the car fax report.  With the issues concerning my "travel assist" not available, they told me to drive it to see if a check engine light comes on or if the car throws a code, and if the car does it then they will look at it.  But I have proof at home that one of the "accidents" it was in there was damage to a sensor in the front end.  I just think that car dealers should check over a used car when they take it as a trade in and make sure they are correct before selling them to someone else.  My husband had called them on 3.3.25 to ask about returning the car and starting completely over with a different car and we were told NO.  I would not have bought this car if I would have known about the 2 accidents before hand. 
  
  Sincerely,
  
  ******* **********

  Customer Answer

  Date: 03/25/2025

  I would like them to fix the "Travel Assist Not Available" and fix the drivers side headlight.  I spent $27,000 on this vehicle and should not have these issues after buying it from a dealership.

• Initial Complaint

  Date:09/30/2024

  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.

  My wife and I purchased a brand new Toyota Sienna last year for more than $60,000. Included in our purchase in 2 key-fabs. We have yet to receive our second key-fab, even though we have requested it multiple times. At one point, my wife had made an appointment and they advised her she would be receiving the key-fab, Upon going to the appointment, they then advised that it was a mistake and they did not have one for her, even though they stated prior they did.On 9/30/24, we made an appointment to have a tire changed under warranty due to a nail. We purchased the warranty through the business. Upon arrival, they stated the tire change would take 3 hours for one tire. Again, the appointment was made earlier that day and they were aware it would be covered under warranty. They now stated they had not run the warranty information yet and would have to wait for a response until they did the work on the vehicle, essentially leaving us without a vehicle to pick my children up from school. This was never relayed from the service department and they were extremely rude in explaining the issue.For the amount of money we have spent at this business, we should at least get our key-fab in a timely manner. It has been a year. We also spent money on a warranty through the business. They should at least honor that in a timely fashion.

  Business Response

  Date: 11/05/2024

  Customer has received their 2nd Key Fob on 10/03/2024.  Customer not receiving 2nd Key Fob at time of purchase was due to Toyota shipping each vehicle with 1 key as they were still suffering from supply chain issues. Toyota released keys in phases as they were able to acquire the keys.

  Customer needed a tire replaced due to a road hazard claim. Pictures and documentation of the tire need to be submitted to the company that handles these claims before they will give approval for replacement so these claims can take a little longer than if a customer was just purchasing a new tire. From customer arriving until their vehicle was finished customer was here for 1 hour and 25 minutes. We regret any inconvenience we caused the customer as we always strive to complete customer work as quickly as possible.

• Initial Complaint

  Date:05/30/2024

  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.

  My wife found a car online and we decided to call and visit Newbold Toyota for some reason we believe it was in their system as an old profile. Her name came up as her maiden name when we introduced her that day as the salesman had clearly reviewed the file, we clarified that she is Dr. **************************** and the ****** name hasnt been used in ****************************************************************************** that stated *************************** that we decided we would put a hold on a vehicle for a $500 deposit we determined we did not want the vehicle And the deposit should have been refunded well. My wife called 2 1/2 to 3 weeks later verified who she was got the runaround had to talk to several people and never received the check. Therefore I, ******************* then called them that this is getting ridiculous and they should verify and send the check back and they did her maiden name when I received the check in her maiden name. I called them to inform them that it was avoided and that they should send the check back to the original deposit of the check it was a business check ************************** , simply send it back to that deposit and verify the copy of her license that was made that day that **** was there and signed that check and then was told she needed to contact them again and Im not asking for assets again Im not dealing with this runaround they have no right to restrict our assets. They assume that she is the only principal of the ************************** she is not. I am an owner as well who is being restricted from his assets due to extreme incompetence I would utilize a BBB complaint if not resolved and we are not resolved so unfortunately I have to go this route. My next option is a one star review but all I really want is a simple resolution without the runaround and its been months at this point please help.

  Business Response

  Date: 06/13/2024

  We have refunded the money to the customer once we clarified the correct person or entity that was owed the refund.  We consider the issue settled to the customers satisfaction

  Kent **********************

• Initial Complaint

  Date:03/06/2024

  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.

  I have encountered with the tow hitch that was installed on my car after making an appointment with your parts department. During the appointment on February 27, 2024, I was not informed that the tow hitch being installed was only a 1.25 size. Upon picking up my car and noticing the discrepancy, I expressed my concerns to your service department.I was advised to obtain a tow hitch converter, which I inquired about and found to be unsuitable for my needs as it poses a liability while driving and may not hold the items I need to transport. After speaking with a staff member and the manager, I am disappointed to report that a resolution has not been reached nor a compromise. Both parties with Toyota refused to take back the product and declined refunding the $1603.45 I paid for the installation. I attempted to even suggest to pay for only the labor and they could have the part back. This was not sufficient for a compromise. The individuals working with Toyota expect me to eat the entire cost due to their incompetence with selling products to a consumer. They refused a refund or return. As a result, I am left with an unsuitable tow hitch that I will need to have removed, and I am out of pocket for the cost of the installation. I am extremely dissatisfied with the handling of this matter and I would like to have a satisfactory resolution to be reached.

  Business Response

  Date: 03/07/2024

  We have entered into an agreement with the customer to settle their complaint

  Kent Newbold

• Initial Complaint

  Date:07/27/2023

  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.

  Service manager, ****** ****, refused to show us the problem on our 2002 Toyota Sequoia, lied and said they were waiting on a part when the rider, Mark, told us the part was there since Thursday. Now the vehicle is at the dealership and unsafe to drive. We brought the car in in working condition, under warranty, now they are telling us the car is unsafe to drive because of a steering angle sensor. The vehicle has been in the dealership since last Wednesday, July 19th. We asked for a rental vehicle while they are working on the car. The service manager, ****** ****, replied I don't have a vehicle for you. Also they told us specifically that the vehicle is over 20 years old and they cannot fix the problem. When we asked to see the vehicle, they told us no, I can't do that but we wanted to see what they were telling us and she said no. We want the part to be replaced, vehicle in working condition and safe to drive, and to receive it by August 1, 2023.

  Business Response

  Date: 07/31/2023

  The customer's vehicle has been repaired. We came to an agreement with customer that we would take care of the labor to install part and would offer to sell the part at significant discount.

• Initial Complaint

  Date:05/31/2023

  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.

  On 05-25-2023 I had an oil change performed on my 4Runner at Newbold Toyota in *********, **. After I left the dealership, I experienced my vehicle not driving normal - where I had barely any control in the wheel. I drove back to the service **** at the dealership asking them to look at the issue and providing an explanation. After about an hour - they stated that it might have had something to do when they rotated the tires - that the frame did not line up correctly?? I was extremely in shock and very shaken up by this--- they did not seem to make much of a big deal out of it. I messaged my car salesman ************************* (as he was off that day) that sold me the car -- asking to have the ** contact me on this and never heard from the **. This is a very big scare and worries me that this could happen to another customer. Most of these dealerships there are highly qualified trained technicians working in the service ****. I was scheduled to leave for Springfield that day and made me wonder what if I got on the highway. Luckily when I left the dealership - I did not travel far yet as I stopped by the Dierburg's nearby. I also noticed when I put my groceries in the hatchback that the inside hides about for the tools for changing the tire were out and the cover was not back on... When I walked into the service ****. a technician came to the counter running out with a lug nut that he thought why I was coming back for.( Said that he forgot to put it back.) I would like to have the ** follow up with me on this matter as this incident really could have taken a turn for the worse had I not returned ... Also- when I purchased the car, I had told the salesman that a friend of mine that also used to work there (***********************.) had referred me - he never received his referral fee that was advertised. Thank you, *************************,

  Business Response

  Date: 06/02/2023

  We have investigated the issues brought by ****************** and we are sorry that we did not complete the servicing of her vehicle to her satisfaction.  I have instructed my General Manager to reach out to her, and we left a phone message for her last night around 6 PM.  If ***************** would like to speak to me directly, my personal cell phone number is ************.  She may call anytime.

  Kent Newbold

  Customer Answer

  Date: 06/02/2023

  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 did hear back from ***** (the *** and ***** ( the head of the service ****** They were very profressional in their response and assured me that this matter was addressed with the technicians and assured me that my vehicle is safe to drive. Also, ***** verified that ****** will be mailed his referral fee.

  T**** you to all at the BBB and Newbold for your quick attn to this matter and please proceed with closing out this complaint as completed and customer satisfied --- 

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

• Initial Complaint

  Date:02/14/2023

  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 July 29, 2022 I purchased a 2010 Honda Accord outright from Newbold Toyota. About 3 weeks later, the engine started running rough and several idiot lights came on. Since it was under a partial warranty, I returned the car for service. I was told the third cylinder had a bad spark plug and they replaced all the plugs. Two months later, the third cylinder failed again. Again I returned it to be serviced and paid my portion. The car ran fine for two months; then on December 14, the third cylinder failed again. When I took it in on the 15th, they fixed the car again at no charge. On February 11, 2023, the third cylinder failed again. I called several times, asking to speak to **** *****, the service advisor that I had previously worked with. I never did speak to ****, although I left my name and number in voicemail, asking him to return my call. As of today( February 14), I have not heard back from him regarding this matter. I am not very happy. I bought this car in good faith that it was dependable and roadworthy. Unfortunately, I have found out otherwise. I will never buy a vehicle from Newbold again, nor would I recommend this dealership to anyone.

  Business Response

  Date: 03/02/2023

  In her complaint to the BBB, Ms. ****** ask for Newbold to arrange replacement of the vehicle in question, which we have done.  I hope this addresses the issues that she brought in her complaint

  **** *******

• Initial Complaint

  Date:12/14/2022

  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.

  In 2015 I purchased a new Toyota Camry from Newbold Toyota. In the summer of 2021 I started noticing significant paint pealing on various areas of the car. After doing some research, I realized I was not alone with this issue. I found there was a customer support program established by Toyota to provide coverage for “blizzard pearl or super white” vehicles affected by this same issue. I received a letter from Toyota regarding this issue which stated to take my vehicle into any authorized Toyota dealer and make arrangements for diagnosis, and if applicable, repair. All necessary repairs were to be completed at no charge. In October 2021, I brought my car to Newbold for diagnosis. They photographed the problematic areas and told me to take my car to ******* Auto Body for an estimate. I was told to forward the estimate to the service department at Newbold and once it was approved by Toyota my vehicle could be fixed. My quote came out to be $7,864.60 for the peeling locations. It was forwarded to Newbold who told me I would hear something within two weeks. After two weeks passed, I called for an update and was told to check back in a couple more weeks. I called Newbold again in January was told they would not fix my car because they were losing too much money by outsourcing the repairs and told me to go to a different dealership. I expressed dissatisfaction due to the amount of time I already invested into having both Newbold and ******* examine my car. At that point they tried to place the blame onto ******* by saying they were no longer willing to perform the work. I contacted ******* who stated that obviously was not true. Although they stated they were busy and it would take a few months to get me in, they said they would be happy to do so. I called Newbold again to inform them of my conversation with ******* but they didn’t seem to care. Now everytime I call, I’m told they will have someone call me back and that call never comes.

  Business Response

  Date: 12/20/2022

  In response to complaint.  Our policy is if the vehicle was purchased or serviced at our facility we would facilitate the repair.  I am not sure why the previous service manager declined but although the customer has not performed any service work at this facility the vehicle was purchased here.  Please inform that we will facilitate the repair but since it was a year ago we need to start the process over. 

• Initial Complaint

  Date:10/08/2022

  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.

  I bought a 2017 Toyota Camry in 2020, the car itself has been great and so was the initial buying experience. One thing that was super important to me when I went to trade in my vehicle and purchase my current car was that my oil changes and tire alignments/rotations would be covered. I was assured that I would have that covered but anything else would be at a cost, which I understood. Almost every time now when I come in to get my vehicle serviced they would charge me for it, one time I got a refund back and another time they did the adjustment. On 10/08/2022 I came in to have my usual oil change and tire rotation, the lady at the service desk came to talk to me and mentioned to me about the extra stuff and I agreed to get those things serviced, however once I got to the counter after everything was done, they once again charged me for the oil change and rotation on the tire. I explained this happens every time and they are covered but this time she stated it wasn’t covered and I had to pay for all services. I paid for the service because I was upset and didn’t want to make a scene. I would never have come out an hour away and could have gone to a cheaper place if I had known I would be charged for services I was lead to believe were included for the life of my vehicle, there would be no benefit to go to this dealership if these services were no longer a part of my contract or would at least have been informed when they were no longer going to be offered without a charge.

  Business Response

  Date: 10/10/2022

  The complainant purchased a preowned vehicle from Newbold Toyota on December 4, 2020.  As a benefit to our customers, we gave them one year of free oil changes and tire rotations.  The attached is a copy of that agreement that was signed by the customer when they took delivery of the vehicle. There was no charge to the customer for this one-year program. It is clearly stated on the document that the term of the agreement is one year, expiring at midnight December 3, 2021. Therefore, any services we performed for *** ****** after that date would not be covered under the agreement.

  **** *******

• Initial Complaint

  Date:09/12/2022

  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 had dropped my vehicle off for some recall work, and they shattered the back windshield. They admitted fault in their service report, but tried to claim it was because the glass had been replaced and was replaced incorrectly and said they would fix it but for close to $900. The vehicle has been here twice and this was never mentioned before, but now that the glass is broke its a problem now. I dont understand why they would have continued with the work and not contacted me if there was an issue with the glass. There was never any glass work that has been performed on my vehicle before. I do not believe it is fair to charge me for damage that they caused, they are liable and should repair my vehicle.

  Business Response

  Date: 09/14/2022

  We are going to replace the window, but it is our opinion that the vehicle has a pre existing condition that caused the window to shatter.  We will replace the window at no charge to the customer but we will not warrant the repair because of the pre existing condition.

  Customer Answer

  Date: 09/14/2022

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