Complaints

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

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• 

  Fort Wayne Toyota

  5900 Illinois Rd. Fort Wayne, IN 46804-1160

• 

  Fort Wayne Toyota

  5920 Illinois Rd Fort Wayne, IN 46804

• 

  Fort Wayne Toyota

  502 W Coliseum Blvd Fort Wayne, IN 46808-1281

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:12/26/2024

  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 12/20/24 purchased used 2011 ********** cab truck. When I got home I found that the frame of truck has spots rusted through . ****** dealer said they couldn't cancel the deal through the bank. That's a lie because I ****** bank they said the would work with dealer if they wanted to.

  Business Response

  Date: 01/06/2025

  We have reached out to **** and we have agreed to a resolution. 

  Customer Answer

  Date: 01/06/2025

   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.

  
  

  Thank you.  Fort Wayne Toyota was great in resolving issues. Would give them 5 stars.

• Initial Complaint

  Date:04/30/2024

  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.

  The dealer was unwilling to take responsibility for damage & provide electronically signed documentation.SEE UPLOADED DOCUMENT for further explanation.

  Business Response

  Date: 05/16/2024

  I want to extend my sincerest apologies for any inconvenience or frustration you may have experienced. Your satisfaction is of utmost importance to us, and we deeply regret any inconvenience caused.
  
  To address your concerns promptly and ensure that your needs are met, our General Manager, ***********************, has personally taken charge of your situation. She has informed me that an appointment has been scheduled for you today, May 16, 2024, at 1:30 PM. During this appointment, ****************** will work with you to handle the issue with the second key and thoroughly review your car to ensure everything is to your satisfaction.
  
  Your feedback is invaluable to us, and we are committed to resolving this matter to your complete satisfaction. Should you have any further questions or concerns prior to your appointment, please don't hesitate to reach out to us.
  
  Thank you for your understanding and patience as we work to make things right. We look forward to assisting you further and restoring your confidence in our service.

  Thank you,
  ***********************

  HR Director

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

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

• Initial Complaint

  Date:02/08/2024

  Type:Delivery 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.

  I purchased a car on 12/30/23. I signed a document, along with my salesperson, saying that I would receive the title by 1/28/24. It's now 2/7/24 and I have yet to receive a title or ANY communication from the business. The car was purchased in ******* and I am located in ****. My temp tags will expire on 2/13/24, and I will be left without a car or a title. They said the title was coming from somewhere down south. I'm not sure why they don't own the title. They said someone would be sending to me--I think from ********? Somewhere down there--I wish I remembered which state.

• Initial Complaint

  Date:01/04/2024

  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 November 20, 2023 I took possession of **** ****** Tundra from fort Wayne ******. The weather outside wasn't the best but myself and the salesperson look over the truck and didn't see anything that would raised questions. On November 23 I was hand washing the *********** notice a paint defect. The next day I called the salesperson and took the truck back. Him and the sale manager believe it was a foreign substance and it could be buff out. I had to wait three weeks for there company to come from ************ ( Brown) they could not buff it out and said it was in the paint not on the outside of the paint. Salesperson took it to a body shop and was quoted $1,500 to $2,500. The salesperson informed me they would not cover the repair because I had it my possession for two days. Either Fort Wayne ****** or ****** would cover the cost of the repair. Fort Wayne ****** might help with the cost but I would still have to pay something which I believe is not right. I'm just looking for them to cover the cost of the repair.

• Initial Complaint

  Date:12/15/2023

  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.

  Vehichle was purchased in June 2023. They sell $25,000 vehicles (lemons), that only work for two weeks and require being in the shop for 6 months to be fixed. Even if you have an extended warranty YOU end up paying for the $2700 transmission repair cost to get your car back because the dealership doesn't know how to file a claim with their own company to get *********** paid for. They will scam you out of your hard earned money and then blame you for their incompentencies. They messed up the mileage on our original warranty contract where they listed more miles than what was actually on the car and this caused a discrepancy with their warranty company that caused out repair claim to be denied. They couldn't fix the vehicle so they outsourced it to the dodge dealership across the street to fix the vehicle. Fort Wayne ************** manager, *****, messed up the initial claim that was supposed to have the repair covered under their claim that they had open. Due to the service department's poor communication and coordination, with me and the third party repair shop, the Fort Wayne ****** claim was closed and my vehicle sat at the dodge dealership for three months not being worked on. This happened all without my knowledge and Fort Wayne ****** never gave me a call to update me I always had to go out of my way to get any information out of them. I stopped in 10 different times for an update and called countless times. All they would tell me is that the service advisor and sales manager is out on vacation or my van was at the dodge dealership and they couldn't fix it. I finally went to the Dodge dealership to get the truth and they told me that they knew what was wrong with it but Fort Wayne ****** told them to sit on the repair. At the time I was thinking this was under the same claim that Fort Wayne ****** had opened and I told the dodge dealership to carry out the work to fix my vehicle. Later I find out that ****** told the folks at Dodge that I didn't want to continue the repairs there and they closed out the claim without my knowledge. Now I am stuck paying a $2700 repair bill that should be covered by my warranty but because it wasn't pre-authorized and through the original claim that Fort Wayne ****** put in my repair won't get covered. On top of this they are saying I have to return my loaner vehicle to them by end of day Friday 12/15 even though I don't have my van back and they threatened to call the police on me if I don't bring the loaner back in the time that they told me. I hope my review shines light on the scam artists that work at Fort Wayne ****** dealership on Illnois rd. Worst business ever and I will be filing a complaint with the Attoney General and BBB.

  Business Response

  Date: 01/09/2024

  The customer purchased the vehicle and then when they had a issue took it to the local **************************** The warranty they had requires them to pre-authorize the work prior to it being done. ******** told my service manager on a recorded line that it was authorized by the customer to do the work and now the warranty company didn't want to pay the claim.

  My service manager worked extremely hard with the customer and the warranty company to get work that we had nothing to do with to get it taken care of.

   

   

  Customer Answer

  Date: 01/09/2024

   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.

  
  

  Thank you.

• Initial Complaint

  Date:11/06/2023

  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.

  Purchased a car salesperson didnt give correct information. Bought car and has been in shop since the day after I bought it. Still not fixed over 50 days

  Business Response

  Date: 11/30/2023

  We have been working with the customer to get the required paperwork for the manufactor ******** warranty to cover the issue. Unfortunately, customer just completed the paperwork on 11/27/23 we are working deligantly to get this resolved. No refund is offered as this concern falls on the ******** warranty.

   

  Thanks

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

• Initial Complaint

  Date:10/20/2023

  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.

  I brought my car in because it overheated. They told me it needed headgaskets. When they did the job the technician timed the engine wrong and damaged it. They claimed they fixed it and i paid for the repair and picked it up. It over heated the same day again. I brought it back and they took it apart and told me it needs a new engine but because they changed owners i am reliable for paying $14,000 for a new engine. And the agreement from the previous owner is void. They still have my car and its been there 6 months.

  Business Response

  Date: 10/30/2023

  This issue transpired before the dealership was purchase by the current dealer group, ******* Automotive. ****** *******, the previous General Manager of the store made a statement to this customer, stating "we will take care of it" knowing that ******* Automotive was acquiring the dealership on 8/14/2023. The dealership and the customer has made attempts to reach our to the ******* Group about the stated promise above to this customer. Also, because of the acquisition, the previous dealer's DMS tool has been turned off and we can not access previous Repair Orders for this customer. No work has been done on this vehicle since the acquisition. This is a ********************* issue and the BBB complaint should be taken out on them. Our current Service Manager, *************, who was also the service manager for the store when it was under ******* ownership, stated that the customer was advise to use OEM head bolts. The customer refused to do so to save money and instead went forward with using aftermarket head bolts. This resulted in the the head gaskets failing once again. With this being said, the dealership should not be responsible for this repair and the new engine that is required because of a customers arrogance to ignore the advice of a ****** Master Tech. Especially, the dealership that acquired **** Wayne ****** several months after the this incident. ******* ****** of **** Wayne has also went out of their way trying to find better options for the customer. A cheaper engine was even located for this customer by *******. The customer has refused to move forward with any better option that has been presented to him. The customer even went to the extent of admitting he bought the car from a small non ****** dealer in **** knowing the *** had engine issues. This customer is solely trying to find a new engine at a dealerships expense. 

  Business Response

  Date: 11/27/2023

  This complant is made to the wrong store, I am the General Manager of Fort Wayne ******* I will forward this information to the correct parties. 

  Business Response

  Date: 11/30/2023

  *********************** and *************************** have reached out to the customer and resolved this issue.

   

  Thanks

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

• Initial Complaint

  Date:10/11/2023

  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.

  I bought a vehicle from this dealership in August. They were supposed to register my vehicle in a timely manner but have yet to do so. My temporary registration expired on 9/29 and I have not been able to drive my truck since. I also left a $500 deposit on the vehicle that has not been returned to me. I have spoken to different managers at the store who acknowledge they owe me a refund but have yet to do so. This has been going on for 2 months.

  Business Response

  Date: 10/30/2023

  I apologize for the delays and issues you have had. I did verify the refund was completed last week to the card you put the deposit on. The title work was sent to your State and completed on our side on October 4th. Your state let us know that they are 45 days behind. I can understand your frustration but at this point all documents are in your states hands waiting for them to complete.

  Thanks

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

  General Manager

  Fort Wayne ****** & Rohrmax

  Customer Answer

  Date: 10/31/2023

   I am rejecting this response because:
  It does not address how I will be compensated for not returning my deposit in a timely fashion. They have violated consumer protection laws and I expect to be compensated for not returning my deposit. 
  
  

• Initial Complaint

  Date:10/09/2023

  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.

  I purchased a 2021 ****** Rav 4 April of 2023 from ***************************************. . The salesmen told me it had been in an accident and it had also been stolen. He had a car fax that he quickly let me look through. I went for an oil change in June at ***************** and was told I needed an all around alignment. I allowed them to align both front and rear. ***************** said nothing about this damage. In September of 2023 I purchased 4 new tires. The tire shop said the rear needed aligned so I said ok. I was told at the tire place that something on the back driver side was bent and I should get it into the dealer for it to be fixed. Today 10-9-2023 I went to place of purchase (************** ******), and was told there is $4900 worth of damage on the back rear axle and it is my responsibility to fix it. The mechanic stated it looks like its been in an accident. I said it was but not while Ive owned the vehicle. I am now wondering if my vehicle is safe to drive. *************************************** shouldve never had this vehicle for sale with it needing $4900 worth of work done on it from the previous owner. In no way am I responsible for this damage. This damage did not occur since Ive owned the vehicle. ********************************************* sold me this vehicle knowing about this damage.

  Business Response

  Date: 10/31/2023

  ********************* my service manager reached out to the customer and we have a appointment to get her back in to see how e can help with the vehicle. 

  Customer Answer

  Date: 10/31/2023

   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.

  
  

  Thank you.

   

  i will not be financially responsible for whatever needs done. 

• Initial Complaint

  Date:03/22/2023

  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.

  I bought a 2014 Kia ******* on Saturday, March 5, 2022. I took it back the same day I bought it because the front end locked up, the check engine light was on, and there was an issue with the sunroof. I put 12 miles on it round trip. I text the Salesman as soon as I left it on the lot and told him I did not want it and there were issues. I called first thing Monday morning and told them it had issues and I no longer wanted it. The ** said he would get it into the shop to be looked at and we would go from there. I went there after I got off work and talked to ******, the ** and he told me I didn't have a choice but to keep the vehicle. They had it a few days, said they fixed and I got it back. It went back to them the next day with the same issues. They had it a couple of weeks then. I got it back and a day or 2 later it went back to them. They had it almost a month. I May they tried to tell me it was fixed then, but I would have to take it somewhere else and pay to have the Catalytic Converter replaced. I said I was not. That was the original problem and they needed to fix it. They had my vehicle for several months. I made a call in October to find out the status of my vehicle. They told me it was almost done. I had it 1 day and took it back because it still wasn't fixed. I got a call in December saying my vehicle would be ready by Monday. In January I had applied to get a different vehicle and was approved. I received a phone call from someone and I told her the situation I was in. She made an appointment for me to meet with ****** after I got off work. I went to the dealership and ****** was not there. I met with his assistant instead. He made a phone call to ****** and told him he would have it wrapped up in minutes. The Assistant Manager then went to the service center to talk with *********************, the Service Manager who informed him the parts for my vehicle came in that day. My vehicle has since been in there 3 more times. I have had my vehicle in my possession for less than 3 weeks and have put less than 100 miles on it.

  Business Response

  Date: 03/28/2023

  We reached out to the customer and worked with her and traded the customer out of the vehicle she was having issues with. 

   

  Thanks

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