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:08/12/2024

  Type:Customer Service 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 $43,000 Toyota 4Runner from this dealership in 2019. In that time I've never called with a question until 8/10/24. This is the first time I've changing tires, which is a $1,000 purchase and I wanted advice if I should keep the same ****** tires on the truck or purchase another brand. I was transferred to Parts, where the young women said "I don't know" and transferred me to Service where a very rude young women said flippantly "buy whatever tires you want". I asked to speak with a man and she said I was sexist and hung up on me. Now in my 30 years of car buying as a women I know all about sexism and discrimination, however in 30 years I've never once seen a women mechanic at any dealership, oil change facility, at *********, etc. What I should have said is I wish to speak to someone over 50 who has manners and can answer a customer question with intelligence. I called back and tried to get an answer from someone in sales, this young man gave me the "um, well, um I guess you could buy ********". So please let the owner of Arlington Toyota know that the people answering the phones are incapable of providing any answers as they have no experience apparently with cars. My next purchase will not be with Arlington Toyota. BTW I'm not even 60.   

  

  Business Response

  Date: 08/27/2024

  I got to speak with ***** today and apologized  for how she was treated and that my staff didn't take the time to explain that TIRES are a personal preferance and it depends on what the customer likes and how they drive.  She understoof and is currently working with OAkbrook Toyota for new tires.  I offered my services if she ever has any questions

• Initial Complaint

  Date:08/08/2024

  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 been a loyal customer of ******************** since purchasing my Corolla from them in 2017. Over the years, Ive always trusted them with my car's maintenance, including regular oil changes and checkups. However, my most recent experience has left me furious and questioning their integrity.After my latest visit for an oil change and checkup (August 7, 2024 for a cost of $121.64), I arrived home only to discover that the rear left hubcap was missing. Naturally, I called the dealership to report the issue. Instead of receiving the professional assistance I expected, I was met with rudeness and a dismissive attitude. They claimed to have reviewed camera footage and insisted that my car had all its hubcaps when I left, but I highly doubt they even bothered to check. The entire conversation was one-sided, with no effort made to address my concerns.Even worse, the assistant manager had the audacity to argue that my hubcaps were aftermarket, which is complete nonsense! I originally purchased my car from them, so how could they be aftermarket? If the hubcaps were supposedly secure when I left, then Arlington Toyota failed to reattach them properly, putting me at risk on the road, since they would have fallen off while I was driving. This experience has left me feeling betrayed by a dealership I once trusted. Arlington Toyota needs to take responsibility for their mistakes instead of lying and blaming their customers. The assistant manager is ************************* **************. 2015 corolla LE hubcaps retail for around $66-$80, I refuse to pay my own money for their mistakes.

  

  Business Response

  Date: 08/14/2024

   

  Our guest ************************** had been emailed the above attachments form our Service Manager *****. They clearly show all 4 hub caps are in place when he departed our service ***** on 8/7/24.

  Arlington Toyota can not claim responsibility for the missing hub cap as all 4 were there as it drove out of the service lane.  What I am willing to do it offer our guest the opportunity to purchase either Toyota OEM hub caps accodring to his V.I.N. at employee rates $64.04 each plus tax or he may buy a set of 4 aftermarket hubcaps for $14.09 plus tax, again this is at employee pricing. Unfortunatly I dont believe we have the matching singular hubcap  that was origionally installed in 2018.  

  If ************************** is interested in any of these optinons all he need to do is contanct me at Arlington Toyota ************ ex 9634 or email me at *********************************************************** and I will gladly get the ball rolling at my end. Calling him when I have the parts in stock.

   

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22113180
  
  I am rejecting this response because: I refuse to believe that without seeing the proper video footage evidence myself. And even then, if by any chance it were true. Your mechanics failed to reinstall them properly and then ultimately resorted to lying to me about aftermarket hub caps and blaming me for them falling off. If you do not mail me the appropriate individual hubcap that your mechanics lost, my next step will be taking this to take this to the cook county circuit court.
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 08/26/2024

  Arlington Toyota is sorry that our former customer is not accepting the photographic images that were provided to him as evidence that he left our service ***** with all 4 hub haps in place. Arlington Toyota will stand with its offer of the customer purchasing 4 OEM at employee cost or going with non-OEM aftermarket at the same discount.

• Initial Complaint

  Date:11/07/2023

  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.

  This dealership will do/say whatever it takes to make money. They lied to my wife and my in-laws, who are immigrants to this country. The only one that speaks English is my wife and not fluently. They told her there were only two options to get a friend of theirs name off of the title of a 3 year old Highlander, that my in-laws were making payments on for those 3 years, and put theirs on. They said either pay off the car or let us (Arlington Toyota) pay off the car and we'll sell it back to you at an increased price of $1,500 plus fees. They failed to mention that there was a third option of working directly with their friend and not needing to get Arlington Toyota involved at all. Of course if they were given this other/third option, my wife, in-laws and friend would have left the dealership and worked out the deal between themselves. But this way would not have made Arlington Toyota any money and they couldn't let that happen. They saw immigrants and knew they could make money from them if they told them a lie or "half truth". On top of that, they added approx. $4,000.00 onto the financed amount for options that my wife did not ask for. My wife told me that she even asked the finance person if the total was going to be just over $32,000.00 and he said yes, but then proceeded to sneak in another $4,000.00 of options that my wife did not notice. Thankfully we caught that little stunt Arlington Toyota pulled and had those charges removed. So basically a car that we only needed to pay approx. $28,500.00 to pay off the loan, ended up being purchased by Arlington Toyota for that amount and then the dealership jacked up the price and now we have a loan amount of approx. $4,000.00 more than that. Shame on Arlington Toyota for taking advantage of people (immigrants) and the elderly just to make money. The moral of this story is if you are an immigrant, elderly, or just a regular person, you may want to go elsewhere if you're looking for a new or used car.

  

  Business Response

  Date: 11/08/2023

  On 10/14/23 customer ****************;Khurelbaata came into Arlington Toyota with a family member and purchased that family members lease return. The purchaser  Davaadelger Khurelbaata is the only person on the purchase order and at no place is ***************************** name listed any where.  I have already worked with ***************** 10/27/23 on this matter due to his Toyota Case #********. I also informed him at that time we have Mongolian and Rusian speaking sales people so any suggestion of not understanding or not having translator available is cunfusing to me. If complainant would like his wife to have any GAP insurance removed or any Extended Warranty removed she would have to return to our finance ***** to have that completed, and YES he is more than welcome to accompany her at that time.  Again his wife must be here to complete these requests if that is what she desires. He could not be doing this on his own as he is not a titled owner. Arlington Toyota is a dealership here to work with its customers when buying a new or used vehicle, and yes dealerships add/mark up on top of their purchase costs so they can continue to help and assist customers who need to purchse vehicles in the future

• Initial Complaint

  Date:08/07/2023

  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.

  ***PRO advertised at 70, ****** then price given by sales is that we sell those over list price. We are talking about ****** for the *** PRO. So I asked what about the ******************* emailed me of 70,******. He said I will have to check and get back to you. No response to date. Advertising at one price and then getting someone interested and then raising the price is not a good business practice. I have attached a copy of the price as it still appears online to date,

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20435536
  
  I am rejecting this response because: Thank you for the prompt response. You are referring to the way the add currently shows not how it was shown before I called your sales associate who was filling in for *****, the add was changed within minutes of talking to him, however many other sites take longer online to change so those took till Monday. Ad is clear with Final price of ********* plus tax tile and license and doc fee. list price ********. Yes list price is crossed off and it shows savings of ********. So your sale price matches ******** msrp - 4749,00 SAVINGS and then shows final price at *********. Please review the attachment.

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

  

  Business Response

  Date: 08/25/2023

  With assistance from the customer's provided  advertisement of a MSRP $70,984 being " crossed off" making the customer call/come in for a visit to get the true amount. He was even contected be our Sales CRM manager on a follow up contact.  No further information is know as I was under the impression this case was handled.

  
  Thanks **********

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20435536
  
  I am rejecting this response because: The FINAL price is NOT crossed of just the msrp price is crossed off. When I brought this to their attention within minutes, they changed the online price which is shows they are aware of the violation of law in this matter. Please make sure this information gets to the public along with the documents that provide very clear proof, so consumers are aware of their practice and can make their own judgement. They do cross off MSRP as a standard at this dealer but in this case, they clearly list msrp then the savings and then a FINAL price. They have overstepped what is legal in this deceptive practice. Hopefully this is posted to warn consumers. All evidence has also been provided to the ******** attorney general due to the violation of the law in this matter. It is important consumers have a place to review at BBB as well.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/19/2022

  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.

  On December 8 , 2022 I gave a deposit of **** dollars to Arlington Toyota for a RAV4 XLE that was supposed to arrive the following week. I ended up not buying the RAV4 from that dealership for 2 reasons. I needed a car as soon as possible and because the price was WAY over the ***** The price they were giving me was 41k for the RAV4 when they usually run from 34 to 35k. I bought my RAV4 that same day from. DIFFERENT Toyota dealership. Fox Lake Toyota . Same car, Toyota RAV4 XLE for 35k . I called back at Arlington dealership to get my money back but they told me that the money was non refundable. They said I had signed a paper where it said it was non refundable BUT on the customer copy that I have does not say non refundable . I have called them many times and I have even talked to the sales manager but they havent done nothing about it . ***** the sales person I talked to on that day called me back and told me I was not going to get my money back. I told him that I was advised by a friend who works in classic Toyota to call corporate and report them. He said do whatever you want .

  Customer Answer

  Date: 01/22/2023

   
  Complaint: 18612547
  
  I am rejecting this response because:the customer receipt I received and submitted as proof shows clearly that it DOES NOT say that the money is non refundable. There was never  a contract signed . I did not used the paperwork as a tool to purchase the Toyota at a different dealership. I knew exactly what I wanted and knew what was the **** price of a RAV4. Since I was searching for a RAV4 Toyota of Fox Lake contact me and told me they had the car in stock at the price of **** 35k NOT 41k. I dont believe they pass up several offers because I purchased the vehicle on that same day 12/8/22 and noticed the business ( Arlington Toyota) the following day early in the morning. I spoke to one of the sales manager named ***************** 
  

  But please show me the document or contact I sign and initialed.

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

  

  Business Response

  Date: 01/25/2023

  Here is the customers acknowledgement of the NON-REFUNDABLE img688 

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18612547
  
  I am rejecting this response because:
  Seriously! That DOES NOT prove anything! The line is BLANK , there is no dollar amount. If youre going to STEAL from people do it right, MORON!
  You can keep MY money hope it satisfies you. 
  
  ***********************

  

  Business Response

  Date: 03/22/2023

  Please see notes from case #********  all monies were non refundable  as signed  bill of sale. Paperwork was used as a bargaining tool when she bought her new Toyota at a competing dealership.   Paper work stands as non refundable.

   

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

  Arlington Toyota

  Customer Relations Dept

• Initial Complaint

  Date:11/03/2022

  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.

  I have been in constant contact with Arlington Toyota requeseting the refund of $2,500.00 which I paid as down payment to order a car. I never took delivery of the car, the dealer sold it to someone else subsequently. I have contacted the dealer sales manager (****) via phone, text and mail. They do not reply and have not refunded my deposit on a car I never bought. Resolution is refunding my $2,5000.00 down payment immediately.The attached letter was mailed to bookkeeping (with no response) on 23 August *****.

  

  Business Response

  Date: 11/10/2022

  Arlington Toyota is well aware of the customer's desire of a full refund of his $2500.00 deposit for the  2022 Toyota GR Supra Serial number *****************.  Our sales department did everything we could to get the customer into the vehicle he desired.  We went as far as to complete a dealer trade. Buying this guests Toyota Supra from another Toyota dealership through a dealer trade.  We have a purchase order signed by **************************. A clause just before the signature line reads " IF DEALER PURSHASES VEHICLE AS ORDERED IN THIS CONTRACT, DEPOSIT BECOMES NON-REFUNDABLE ".  Arlington Toyota made numerous attempts to contact the customer once the ********************** Supra arrived on our lot, with no reply from Mr. ***********, Arlington Toyota needed to find another buyer  for the ordered ******
  With all the effort from our staff for the purchase of this Supra along with the  signed contract we feel the forfeiture of the deposit is justifiable. 
  
  ***************************
  CRM  

• Initial Complaint

  Date:07/02/2022

  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.

  Brought in my car yesterday to get a tire replaced, when I was told the price I mentioned that I saw that they had a price match policy for tires, and proceeded to show them how the tire was $40 cheaper than them almost everywhere else. They refused to match the price, even though they had a policy. In order for me to take my car somewhere else, they wanted to charge a diagnostic fee of $150, and after some negotiation, I was able to get them to match the tire to $10 above everywhere else, but they still charged more for installation then I could get somewhere else. All in all, I over paid about $50 for the whole service. Not only this, everyone there was giving me a huge attitude, with the parts manager even borderline yelling at me. After years of going there for service, this upset me. I would like a $50 refund if the business wants me to continue to service my 4 Toyotas there, otherwise I will go to another dealership. For their reference, my car will is under a different phone number, ************. Its a 2020 rav4.

  Customer Answer

  Date: 08/16/2022

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