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:06/06/2025

  Type:Product 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 May 14, 2025, I purchased a 2016 Toyota Prius FOUR (VIN: *****************) from Peoria Toyota. Prior to finalizing the sale, I raised concerns about a grinding noise, especially noticeable at highway speeds. This concern was communicated both verbally and in writing.
  
  After my first test drive, I brought the grinding noise to the dealership’s attention. They had one of their technicians inspect the car, after which I was told that no issues were found. Following that inspection, I went on a second test drive accompanied by the salesperson, during which he also heard and acknowledged the grinding noise, but casually dismissed it as “nothing serious.”
  
  The car was sold “as is,” but this specific mechanical issue was raised, discussed, and acknowledged before the purchase — and should have been properly addressed or disclosed.
  
  After the purchase, the grinding noise became more pronounced — especially during a long highway drive, confirming my earlier concern. I then had the vehicle inspected by an independent service center, which found multiple mechanical issues — most significantly a defective wheel bearing/wheel hub. While there are other problems, I am only seeking resolution for the wheel bearing issue that I explicitly flagged before the sale was completed.
  
  I’ve attached an email from sales representative **** ****, dated May 12, 2025, confirming that I reported this concern in writing. Despite this, the dealership has not taken appropriate responsibility. They have only offered a discounted labor rate, which I find insufficient, considering the issue was raised beforehand and acknowledged in person.
  
  I was also offered a trade-in option, which I declined, as it would have resulted in an additional financial loss and did not address the problem that was reported prior to the purchase.
  
  I respectfully request that Peoria Toyota cover the full cost of parts and labor required to repair the wheel bearing issue, which was known and documented before the sale.

  

  Business Response

  Date: 06/20/2025

  The customer purchased a 230k mile car as-is, but we understand his point. As a gesture of goodwill, we will send him the $600 requested. 

  Customer Answer

  Date: 06/21/2025

  Better Business Bureau:
  
  
  Thank you for your response. I truly appreciate your willingness to send the $600 as a goodwill gesture.
  This is exactly what I had been requesting from the beginning, and I’m glad we could come to an understanding.
  Kindly let me know the expected timeline for sending the refund, and I would prefer to receive it in the form of a check mailed to my address.
  
  Looking forward to your confirmation, and thank you again for resolving this matter.
  

• Initial Complaint

  Date:05/17/2024

  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.

  Subject: Formal Complaint Regarding Unsafe Vehicle Sold by Toyota Peoria Dealership
  I hope this email finds you well. I am writing to file a formal complaint against Toyota Peoria Dealership regarding the purchase of a Subaru vehicle that I believe to be unsafe and misrepresented.
  My dream car since I was 15 has been a Subaru WRX STI. I finally was able to purchase the car I fell in love with from a dealership this year and am completely devastated by my experience.
  On March 1st, I purchased a 2019 Subaru STI from Toyota Peoria Dealership. During the sales process, I was assured that the vehicle had undergone a full inspection and was in good working condition. Relying on this representation, I proceeded with the purchase.
  However, shortly after taking possession of the vehicle, I began experiencing numerous issues that indicate significant safety concerns. These include bushings that were so destroyed it resulted in destroyed lower control arms. These issues not only compromise the functionality of the vehicle but also pose a risk to my safety and the safety of others on the road. When I contacted the dealership in regards to these issues, the dealership recognized that they were responsible for the cost of replacement of these parts considering the pretenses that the car was in great working condition.
  This past weekend, I was driving the car and the entire engine stopped working while I was on the highway. I was left in a dangerous situation as I was in the way of full highway traffic. I had to get the car towed to a local dealership to see what was wrong. Upon further inspection by an independent mechanic, it was revealed that the purported "full inspection" was either not conducted thoroughly or was negligently performed. The issues identified were not only present at the time of purchase but also should have been readily apparent to any competent inspector. In less then 1500 miles of my ownership of the vehicle, the engine failed due to an undisclosed oil consumption issue leaving the car with 0 oil in the engine.. I was provided a quote to get the car back in working order and the invoice was about $17,000.
  I have attempted to resolve this matter directly with Toyota Peoria Dealership but have been met with resistance and denial of responsibility. Given the seriousness of the safety concerns and the apparent deception involved in the sale, I am left with no choice but to seek assistance from your office.
  I kindly request that your office investigate this matter and take appropriate action to ensure that Toyota Peoria Dealership is held accountable for their actions. I am also seeking restitution for the purchase price of the vehicle and any expenses incurred because of its defects.
  I would also be happy if the dealership would just cover the costs of repairs for the vehicle.
  Please let me know if you require any further information or documentation to proceed with this complaint. I appreciate your attention to this matter and look forward to a prompt resolution.
  Thank you for your time and assistance.
  Sincerely, *** ****** ** ************ 

  Customer Answer

  Date: 05/20/2024

  Here is video of the cars lower control arms after just recieving the vehicle and heading home, the dealership was 2 hours away and although I noticed a very significant steering wheel wobble I figured it just needed to be aligned. I was more than lucky this didnt fail on me on the way home causing injury to not just me and my aunt but to others on the road. Only driving it to work once I noticed the vibrations I felt only got worse and immediately wanted to put my mind at ease by taking it to the nearest ***** **** . There they told me they have never seen any damage like this before and that I was lucky that the cars wheel hadn't broke off causing catastrophic damage but also any injury to myself or my aunt while driving home.  Attached as well is the reciept from ***** **** who looked at the reason for the wobble and replaced said parts necessary to be driven safely that *****, the general manager at the time with Toyota of Peoria paid for in order to reconcile the situation. This damage was not light and clear that if this was able to pass Toyota of Peoria's inspection, there was clear negligence in their process as this was not deemed safe to drive on by any means.

  

  Business Response

  Date: 06/21/2024

  The customer had every opportunity to inspect the vehicle before purchase, and if he so chose, to take it elsewhere for an inspection. At the time of sale the engine did not show any sings of having issues. There were no check engine lights on which would indicate a serious matter or codes warning of imminent problems. When the dealership, as a gesture of goodwill, did the other work mentioned in the complaint, there were no signs of engine issues, nor did the customer mention any. The law in Illinois is 15 days and 500 mile warranty for drivetrain on used cars, and then it essentially becomes "as-is". This was beyond that period of time, and the customer chose not to purchase an extended warranty. 

  Customer Answer

  Date: 06/25/2024

   I am rejecting this response because:
  
  
  Thank you for forwarding the dealership's response. I appreciate the opportunity to clarify my situation further.
  
  Inspection Before Purchase:
  While I understand that I had the opportunity to inspect the vehicle, I relied on the dealership's inspection report and representations regarding the car's condition. The significant issues that arose, including the catastrophic engine failure, were not detectable during a standard pre-purchase inspection. The oil starvation issue caused by excessive oil consumption from failing turbo seals is an internal issue that would not necessarily present visible signs or warning codes immediately.
  
  Goodwill Repairs:
  I appreciate the dealership's gesture of goodwill in addressing the ball joints and lower control arms. However, this issue itself indicates that the initial inspection was not thorough enough, as these critical components should have been identified and addressed before the sale. The severity of the problems discovered shortly after purchase suggests that these issues were present and developing at the time of sale.
  
  Extended Warranty:
  I chose not to purchase the extended warranty based on the dealership's assurance of the vehicle's reliability. I was led to believe that the car was in good condition and did not foresee the need for additional coverage. The issues that arose were significant and unexpected, far beyond the scope of minor wear and tear that an extended warranty typically covers.
  
  Timeline and Mileage:
  The dealership correctly states that the law in Illinois provides a 15-day and 500-mile warranty for the drivetrain on used cars, beyond which the vehicle is sold "as-is." However, the catastrophic failure of the engine occurred shortly after this period, and the severity of the issues indicates pre-existing conditions that should have been addressed or disclosed at the time of sale.
  
  Documentation:
  I have documentation from ***** **** and other mechanics confirming the severity of the issues discovered shortly after purchase. These include the oil starvation issue due to excessive oil consumption from failing turbo seals, which directly led to the engine failure, as well as the previously addressed ball joints and control arms. This evidence supports my claim that the vehicle had significant underlying problems not disclosed at the time of sale.
  
  In conclusion, I believe the dealership should take greater responsibility for the undisclosed issues with the vehicle that became apparent shortly after purchase. I am seeking a fair resolution to cover the costs of necessary repairs to make the vehicle operational again.
  
  Thank you for your attention to this matter. I hope we can reach an amicable resolution that addresses the significant challenges I have faced due to this situation.
  
  

  

  Business Response

  Date: 07/08/2024

  Our response stands. 

  Customer Answer

  Date: 07/08/2024

   I am rejecting this response because:
  
  
  I am deeply concerned about Toyota of Peoria's lack of responsibility regarding the significant mechanical issues that arose shortly after purchasing my 2019 Subaru STI. Here are the key points I would like to remphasize:
  
  Undisclosed Issues:
  The vehicle exhibited severe mechanical issues due to oil starvation from failing turbo seals, leading to catastrophic engine damage. These problems were not disclosed at the time of sale and manifested shortly after purchase. Such issues are internal and would not have been detectable during a standard pre-purchase inspection.
  
  Questionable Inspection Quality:
  While the dealership addressed the ball joints and lower control arms as a gesture of goodwill, the fact that these critical issues were missed during the initial inspection raises serious concerns about the thoroughness and accuracy of their inspection process. The severity of these problems suggests they were present and developing at the time of sale.
  
  Reliance on Dealership's Assurance:
  I chose not to purchase an extended warranty based on the dealership's assurances of the vehicle’s reliability. The unexpected and significant nature of these issues goes far beyond normal wear and tear, indicating pre-existing conditions that should have been identified and disclosed by the dealership.
  
  Legal Protections and Responsibilities:
  While the dealership mentions the 15-day and 500-mile warranty for the drivetrain on used cars in Illinois, the severity of the issues and their early manifestation strongly suggest pre-existing conditions. Toyota of Peoria has a legal and ethical responsibility to disclose such critical issues, and their failure to do so constitutes a breach of consumer trust and potentially deceptive business practices.
  
  Given these points, I am requesting that Toyota of Peoria take responsibility for the undisclosed issues that have caused substantial financial and personal distress. I have already taken steps to file a complaint with the Illinois ******** ********* ****** and am exploring further legal action. However, I hope to resolve this matter amicably through the BBB process.
  
  I urge Toyota of Peoria to reconsider their stance and work towards a fair resolution. Addressing the repair costs associated with the undisclosed issues would demonstrate a commitment to customer satisfaction and ethical business practices.
  
  Thank you for your attention to this matter. I look forward to your assistance in facilitating a resolution.
  
  Sincerely,
  
  *** ******
  

• Initial Complaint

  Date:07/21/2022

  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.

  July 7th 2020 I purchased a pre-owned 2020 Toyota Camry ($28,900 - total loan $30,531). There were some issues I had with the vehicle before driving it off the lot. For one there was an issue with the thermostat reading in Celsius and not Fahrenheit, second there were some chips in the windshield. I was reassured by the sales team I could come without an appointment to be resolved. I was denied services 7/11/22 for not having an appointment, and told to make an appointment 7/20/22 when their windshield specialist was in and they would address all problems then. 7/20/22 I came to pick up my car and was asked by the service team if I required maintenance for an accident, I informed them I just bought the car and there should be no such thing. The service team took me out to look at my car and informed me of frontal damage that resulted in the hood not closing properly and abnormal gaps that was "likely" the result of base damage to the vehicle. I was referred back to the sales team. I spoke with the sales manager at *******. I never received or signed any agreement that my car was in an accident, and "likely" totaled. My loan is not a salvage loan. I was informed by car is regionally locked in Canada and that issues I was originally assured would be fixed were "too expensive" for the sales team to fix for me and I would have to "live with it". They allowed me to return the vehicle, but told me "they don't do" rental vehicles and I would have to pay out of pocket for the next month and a half until they could have a new Camry brought in for me. I never received confirmation of my return of the car, no letter of hold for a new car, they "forgot" to give me my registration on my old car, there were issues with purchase that I was supposed to be refunded for and never did. They attempted to force me to take back my old trade in (that has an engine leak) to even leave the dealership so I could come back home. My old loan they agreed to pay off is still an open account.

  

  Business Response

  Date: 08/12/2022

  We worked with this consumer, and this complaint has already been resolved. We rescinded the contract for the 2020 Toyota Camry she purchased from us on 7/7/20 and she has a new Toyota Camry on order with us here at the dealership.