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:02/02/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 1/2/25 , we went to Toyota and purchased a car, the starting price was ******. we made a down payment of *****. On 1/30 we were told the car we bought has come we went there and it was not the same salesman that worked with us 1/2/25, when we asked , we were told the first sales man has left, the sales man told us it was the car and was ******* us to sign some paper work and then showed us that it was the same *** . On 1/31//25 we called AAA and insured the car based on the car *** we paid for that confirmed on 1/30 /25 by the new sales man. We went back to pick the car on 1/31/25 and gave the sales man the information from *** with the **** On Sunday morning when I was trying to add my wife to the car , I noticed the *** was different from what we had on the 1/2/25 paper work , I went back inside to check the paper work from 1/31 and found out, all the paper work that would have shown the *** was not signed and one of the document has a policy # for State farm with a P.O BOX address and coverage details which is not what we gave them, we were confused and had to buy information about the car online to know the history of the car , only to found out this was not the car we paid for, this car was ****** for the starting price and not the $****** starting price we paid for and my policy number that I gave them was also not used as that would have shown it was not the actual car we paid for and not the *** , we then called state farm to ask about the Policy number and found out it was a fake policy number and fake address. It was very sad to find out we drove our car on Friday and Saturday without insurance as the insurance information provided by Romeoville Toyota for the *** was a fake one. We could not use the car on Sunday and not sure when we can drive it as there is no insurance and we are also paying insurance for a non exiting car, How can a Dealership do this to their customer. 

• Initial Complaint

  Date:07/31/2024

  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.

  On June 28th 2024 we had our Toyota Sienna 2016, oil changed at the Toyota dealership where we have had it done consistently for a while. We noticed a convex line and two convex dots on the hood on the passenger side where the hood is held up by the support. We contacted the business and drove to show them the damage. *** was not available to see the damage despite being told that he would be there until 6:00 pm. We arrived at 5:30. He reached out the next day asking for pictures which were sent via text on 7/30/24. On 7/31/24 he reached back with images taken at the dealership from some distance and told us that there is not damage on the hood. However, the way the hood closes on the right side is visibly different then the left. Currently they will not take ownership of their damage to our vehicle.

  Business Response

  Date: 08/29/2024

  see attachment

• Initial Complaint

  Date:08/26/2022

  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.

  After searching cars.com for several days I found a car that I was interested in buying from Romeoville Toyota. The car was a 2015 Lexus Gx460 initially advertised for $30,000. Yesterday I noticed by an alert from Cars.com that the price was lowered by $1000 now being advertised at $29000. On the same day as the price reduction, I purchased a CarFax Report for $39.00 and then stopped into the dealership. I seen the Lexus Gx460 on the lot with other used cars. I went into the dealership and asked the first salesman if I can take the car for a test drive. He looked at me with confusion and indicated that the entire dealership only sells new cars and not used cars. I told him I seen the car advertised on his dealership website along with being on the Cars.com website and it's indicating to contact Romeoville Toyota to view the car. He said that they only wholesale their used cars and that there is no one on the sales team who has the ability to sell used cars. The advertisement is only for car wholesalers who might want to buy them. I asked how I get in contact with a wholesaler to buy the car. He said you don't, you have to be a wholesaler to buy the car. At that point, I asked him to check with his manager. He did talk to his manager and came back to tell me the car is now sold and no longer available wholesale. Today, when you go onto Romeoville Toyota website it doesn't mention anywhere about only being a wholesaler to buy the car or even being sold or deal pending. Actually, the website encourages you to start the car the buying process which I did complete. Yesterday, on the Romeoville Toyota website I spent 30 minutes online using the buy car process, it said that someone from the dealership will contact you for next steps. In the entire online car buying process nowhere did it specify that the car was first not available and secondly that you had to be a wholesaler to buy it. I attached screen shots from their website and the chat.

  Business Response

  Date: 09/02/2022

  Dear BBB;
  

  
  This letter is in response to ID ********   
  
  In response to the Consumer Complaint reference above, ******************** states he was interested in purchasing a vehicle from Romeoville Toyota using our online platform provider partner Roadster.  ******************** did inquire on a 2015 Lexus GX460 on 8.25.2022 at 4:34 P.M.  However, we do not have a record of ******************* visiting the store as ******************** states.  If he did visit the store as claimed prior to him submitting a lead via our online platform and filling out online documents,he was already notified the vehicle was NOT available.  As to why ******************** would still proceed when stating it was not available prior to proceeding is unknown to us.  Whether a vehicle is unavailable due to it being sold to a wholesale or retail customer is irrelevant as it is not available for sale.  When a vehicle is sold depending on the disposition it can take some time for a client to process and finalize transactional paperwork.  This same concept applies with homes as offers, and contracts happen at various times.  When this occurs inventory records do update slower as the transaction is in a pending status therefore displaying inventory that is in process of finalization.  That is the case with said 2015 Lexus GX460. 
  Additionally,we primarily sell new vehicles, and Certified Pre-Owned Toyotas to the general public.  We do however, list some of our wholesale units on our websites to our network of buyers such as CarMax, ACV,as well as other establishments.  As you will see in the timeline below, we made our best attempt to notify ******************** again that the vehicle was not available, yet ******************** continued to attempt to purchase the vehicle online which was declined as it was not available for sale.  Additionally, as provided all transactions must be approved when conducted online.  Filling out the documents is a consumer choice for simplicity, but the process clearly states that portions would need dealer approval such as trade values, credit approvals provided by lenders, as well as final structure approval presentation by dealer for customer approval.  None of which occurred. 
  
  On 8.25.2022 at 4:40 P.M. ******* (Store Manager) responded the ******************** via message that the vehicle was no longer available, and if other options were viable.  No response was received from *********************  ******************** states he never received communications as the process stated.  However, our electronic records provide evidence that action was taken to notify *********************  Additionally, this even according to ******************* occurred AFTER he states he was in store and already told the vehicle is no longer available. 
  
  On 8.25.2022 at 5:11 P.M.  ******************** proceeds upload additional information into the platform Roadster.  However, this information was provided AFTER we have stated to ******************** the vehicle is not available for sale yet was still uploaded. 
  
  Although ******************** did indeed inquire on a vehicle online, there were additional steps not completed and possibly not understood.  In the evidence provided of the How It Works from our Roadster Platform Partner Site.  Outlined below are key steps.
  
  In Step 3 of How it Works Trade In to receive a trade offer a few steps are required as well as certain documentation such as photos.  No offer was given to ******************** as we had with good intent notified him the vehicle was not for sale. 
  
  In Step 4 of How it Works Credit & Docs the website clearly discloses the following: Well need you to complete a credit application and upload a copy of your driver's license and a valid insurance card. Even for cash buyers,we need to collect a short form (federal requirement). This will allow us to provide you with a final deal sheet based on approved credit and purchase eligibility.  This step outlines that we must obtain a credit approval for a client.  Filling out a credit application online does not constitute an approval;one was not obtained as we did not proceed as this was completed after we notified ******************** that the vehicle was not for sale.  ********************** file was never processed or run with any agency or lender. 
  
  In Step 5 of How it Works Final Review it also clearly states the following: To complete your purchase we will need you to review a final deal sheet with numbers based on your approved credit. Review and accept the final deal sheet and you're ready for your car! Due to no firm trade offer, as well as no lender approval a Final Review never occurred which is a required step as outlined.  In this step it outlines that without a deal sheet there is no deal.
  Additionally, our platform partner Roadster does provide a disclosure as inventory changes in real time as vehicles whether retail or wholesale are on a first come first serve basis.  Websites do not change in real time as inventory changes based on the frequency of changes on multiple platforms. 
  Registration & Fees include $301.00 DMV fee, $324.24 documentation fee and $25.00 electronic filing fee .
  Rate subject to approval of credit with a credit score of 790 or higher. Financing arranged through Toyota ********* Services. Monthly payment includes the $324.24 documentation fee, all taxes and fees, and any manufacturer rebates. 72 monthly payments of $16.37 per thousand borrowed. Total interest paid over 72-month term is $12,531.
  Additional taxes, registration and license fees *** apply for out of state purchasers based on their registration address. Taxes are estimates. The dealership will help determine accurate taxes prior to delivery.
  *MSRP does not include the $324.24 Documentation Fee. While Romeoville Toyota and Roadster try to make sure all information posted here is accurate, we cannot be responsible for typographical and other errors (e.g., data transmission) that *** appear on the site. If the posted price (including finance and lease payments) for a vehicle is incorrect,Romeoville Toyota and Roadster will endeavor to provide you with the correct prices as soon as we become aware of the error. In the event a vehicle is priced incorrectly, Romeoville Toyota shall have the right to refuse or cancel any orders placed for the vehicle presented with the incorrect price. In addition, vehicle prices are subject to change and all vehicles are subject to prior sale and *** not be available when you are ready to purchase.
  In closing we have successfully completed many transactions using our partner platform Roadster with the proper outlined process, and clients work with us on the details and approvals during that process.  We in best effort communicate to clients on any issues, errors, or problems before they arrive such in the case of ********************
   In resolution, we would be willing to assist ******************** in finding a vehicle.  However, the availability of vehicles is very scarce.  We do not have control over vehicle availability nor timelines on when others will show ** in our inventory.  If ******************** would like to deal with one of our senior leadership such as *************** or ************************* directly with assistance in purchasing a vehicle either would be glad to personally walk through the process, pricing when a match arrives.  We would even go against our store policy of holding vehicles and hold a match if the terms are agreed upon prior to its arrival, without a deposit as a sign of good faith.
  Respectfully,
  *************************
  
  

• Initial Complaint

  Date:07/29/2022

  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.

  Toyota is informing me I am responsible for a portion of the repairs to fix the sunroof on my Camry two weeks into the repairs however the repairs were approved by the warranty company and Toyota. I would have never dropped off my car for repairs if I had been informed I would be responsible for over $1,300. I would have kept driving my car without opening the sunroof like I had been since Toyota advised not to touch the sunroof. Toyotas total lack of communication and responsibility to inform me about these charges upfront not when car is in the middle of repairs. Heres a breakdown of events. Purchased the 2019 Camry on 2/9 from *********************** with the warranty they offered.Due to weather, tried to open sunroof for the first time on 3/17 but found out it was broken. Took to dealer immediately to close.Started working with ****** who after several f/u was reassigned to someone more senior. I didnt hear anything and upon follow up I was told the case advisor that got assigned quit Toyota and somebody else would be assigned. Got advisor *** who first scheduled repairs on 5/16 but I had to pick up car after a few days when I realized *** had not obtained approval from ***************** Total waste of time and left me without a car those days.Car was then taken back for adjuster to inspected and authorized repairs, again no rental provided. On June 20 - I received text from *** advising parts are in and repairs should be completed soon but my car was not at the shop. When I called to question text thats when he advised warranty company provided approval and we moved forward scheduling repairs.July 6 - car dropped off since repairs approved by ***************** No rental because *** said repairs would take 1.5 days. July 7 he advised it would take more time and finally provide rental on 7/8. On 7/20 *** said warranty company was not covering trim/glass and are charging me. Im scheduled to pick up car 7/29. Toyota headquarters claim ************.

  Business Response

  Date: 08/08/2022

  Tell us wTo Whom It May *************************** fully researching the comments by ***************************, *****************************, General Manager of Romeoville Toyota responded as follows:

  
  The letter is in response to ID ******** regarding ***************************.  Since the complaint was filed, we were successful in resolving the issue on the vehicle.  The client has since picked up the vehicle and is satisfied with the outcome provided from Romeoville Toyota.  We had been working diligently on a resolution prior to the complaint but did run into challenges that did frustrate the client.  The Camry as noted by the client was purchased pre-owned at a different dealership.  However, they did not catch the malfunction in the moonroof and assembly during their inspections.  The vehicle was out of its 3 year/36,000 mile comprehensive warranty period.  The selling dealer sold the client a 3rd party extended service contract which does require specific steps to occur to authorize repairs and coverage as well.  When a vehicle is brought in for repairs with an extended service contract, we are not authorized to fix the vehicle at this point.  Even with a customer authorization we still must prove a failure to the service contract company, as well as verify it is a covered component and repair.  There are several steps required that can not only cause confusion but delays if not properly communicated and or completed.  One of the 1st steps we must accomplish is letting clients know that if for any reason the repair is not covered the by their service contract the client would be responsible to pay for the repair.  This typically does cause some friction with clients as when you have a service contract the mindset is that you are covered, but this is not the case in all circumstances.  Some of our team members compare it to health coverage for certain types of medical care.   Although we may have health insurance it does not mean they cover every single expense of care, and treatment.  **************** contracts work the same.  Although a great investment to protect your vehicle, not all contracts are created equally so we must due our due diligence in letting clients know they may be responsible for the repairs, as in this case the vehicle was out of its factory warranty and was specifically relying on an extended service contract.  We unfortunately did have an internal change or hands of this repair which added to the complexity and delays as notations and work in progress was not properly transferred causing additional delays that the client should not have had to of dealt with.  We did in good faith make several attempts to have the warranty company replace the entire system, but they had declined the claim stating glass and trim are not covered.  When working with factory warranty time periods the moon/sunroofs are some of the most difficult repairs, and this applied to this case with an out of factory warranty claim.  The major issue we had was with glass alignment as the track system is very precise, and a small milliliter will cause a misalignment and malfunction.  After working with our top technicians, we were able to resolve where the issue was stemming from and put a repair plan in place.  We were in the process of plan when we received this notice as well hence the fast resolution in action and the clients satisfaction as well.  We are happy that our client was happy as the writing of this response as well.  We followed up to ensure there was no issues.  The client did not pay for any repairs, and we also worked with the client on the deductible portion as a gesture of good faith and wanting to earn future opportunities to work with the client. 
  
  Sincerely,
  
  Romeoville Toyota

   

  Customer Answer

  Date: 08/09/2022

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