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:02/14/2025

  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.

  Feb. 4, 2025 I contacted Eddy's Toyota of Wichita looking for a 2025 RAV4 XLE AWD. I was very clear that I wanted a vehicle that was either on the lot or in transit to their facility. I was NOT INTERESTED in cars currently in the Build Phase. They sent me a spec sheet for one in transit and my husband and I agreed to put down a $500 deposit. Two days later, they sent me a spec sheet for a different RAV4 saying they had secured a car but the package had changed slightly. The sales associate said we could finalize the contract on Feb. 20. I asked if the car would be on the lot at that time. He said no, it would be there a couple days later, but should be there before the end of the month. He also told my husband it would definitely be there by the end of the month. They then insisted we sign the contract by Feb. 27th. Red flag went up. We had given them a $500 deposit and signed the initial agreement for the car. According to them, it was in transit, and would be there in two weeks. Why were they insisting we sign a contract two days before the car comes in, and then insist we sign by the 27th, if the car was going to be there by the end of the month? My husband called and they admitted the car would not be there until the end of March. They had blatantly lied to us. The car was obviously not in transit and they were bullying us into a contract before we found out. Pretty sure the original car we agreed on didn't exist and they just used it to make the deal. Sketchy. But telling us the car was in transit and repeatedly saying it would be there by the end of February was a bold-faced lie. Their quote was an informal mess of scribbles. When asked for a formal quote detailing fees, taxes, deposit, trade-in and our OTD price they pushed back and asked why we didn't trust them. We decided not to risk anything else going wrong and walked away from the deal. They broke the original terms of the agreement. We'd like our deposit refunded.

  Business Response

  Date: 02/18/2025

  Dealership will refund $500 deposit to the customer. 

  Customer Answer

  Date: 02/18/2025

  
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/10/2025

  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.

  Not much longer then a month and our 2020 subaru outback, limited, started having engine problems. It has spent 25 days down for, or in the shop for, maintence issues with the engine. We have only owned this vehical for 3 months and have only put 4600 miles on the car. Theres a total of 51000 on the vehical. We went back to the dealership to try and work something out. They where not whiling to work with me to get a vehical of equal value. My wife is pregnant and im in the military. I need a second vehical in the case of an emergancy. Im not always around and we just moved here. The stress has causeed her headaches and un-nessisary discomfort for her condition.

  Business Response

  Date: 02/10/2025

  Customer has an extended warranty that has helped cover the needed repairs on their vehicle. Dealership is happy to try to help the customer trade into another vehicle, however a straight across trade like tyhe customer came in looking to do is not possible. 

• Initial Complaint

  Date:09/24/2024

  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.

  It’s been three months now and I have not received the GAP check that had been issued to me by this dealer. I received the 3,476.26 in the mail three months ago, cashed the check, it got approved by my bank and seven days go by and their bank took the funds from mine and left me negative in my banking account. To feed my kids for the rest of the month or two I have had to sign up for credit cards to buy food and essentials to get by and still haven’t received the check. I have called Toyota financial back to back and even they agree that this dealership has wronged me. I will be looking for a lawyer soon. NEVER trusting these people again.

  Business Response

  Date: 09/27/2024

  The check that was issued to the customer was by Toyota Motor Financial Services, dealership has reached out to a rep with the financial institution to help mediate the problem. A stop payment had been issued by TMFS not the dealership. On 9/27 the dealership received notification from TMFS rep that a new check had been mailed to the customer on 9/25 by USPS. CRM reached out to the customer and left a voicemail with this update. Nothing further at this time. 

  Customer Answer

  Date: 09/27/2024

   
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/06/2023

  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.

  Paid Eddie's Toyota of Wichita to replace brakes they damaged ABS system argued with me argued that I took too long to tell them about it I am disabled and cannot work on the car and could not get to the dealership right away bunch of excuses trying to belittle me and make me think that it's my problem what a bunch of crooks

  Business Response

  Date: 10/11/2023

  The customer flew off the handle the first time he was asked why he hadn't called us sooner. The work was done in June. We would have been willing to work with him until he was rude and berated several employees. If we had cut the ABS wire as the customer states, he would have immediately had warning lights and wouldn't have been able to drive it for and length of time. We will not allow our employees to be treated this way by customers therefore will no longer be doing business with *** *******. I do have the calls saved but the BBB doesn't allow any audio files to be uploaded. 

• Initial Complaint

  Date:08/10/2023

  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.

  September 28th, 2022 I Bought my 4th car from Eddy’s, a 2016 Landrover….as I drive it home the “brake” light came on, I called my salesman, he said he’d look into it, never heard back from him, so I proceeded to reach out to him approximately a week later, he informs me that the Landrover passed inspection so it would not be there problem to repair. By November my “check engine” light was on, made several phone calls to speak with ***** in charge of customer relations, she suggested I take the car to an **** **** to get a “code” on what was wrong with it, I informed her I did that and it resulted something wrong with the fuel regulator, I finally convinced her into scheduling an appointment there at Eddys to have it inspected, so I left it there from November 13th through the 17th while I was out of the country, they informed me the “check engine” light was never on for them, they transferred the vehicle to ****** ********* dealer for further inspection and nothing was found. I arrived back to the states and drive the Landrover home, I by December 13th the vehicle was leaking something under the carriage and I again reached out to ***** to schedule another appt to have it looked at, we agreed on December 15th. I attempted the drive to Wichita Kansas (a 4 hour drive from my residence) but 30 miles out the vehicle overheated and was undeliverable by myself, vehicle remained under warranty at that time. I conveyed this to ***** and they (Eddys and warranty company) refused to pay to have the vehicle towed to their facility, suggested that I bring it to Toyota in Garden City, Kansas, I had it towed there, and they were unable to service the vehicle because it is a Landrover, ******* ****** in Wichita Kansas, suggested that I have it towed to Legacy auto in Garden City because they were also unable to service a landrover, which on their website, it says they service all vehicles sold (untrue) so it is at Legacy and that is where it has remained for the last eight months.

  Business Response

  Date: 08/10/2023

  Customer purchased a 16 Land Rover with a 90 day or 3k mile warranty on 9/28/2022. Customer's vehicle was towed to ****** Auto center and the extended warranty approved for services to be completed. The extended warranty declined the approved claim to be transferred. Unfortunatley, the length of time and cost not covered by warranty (freight and extra labor hours due to lack of special tools) that the customer has complaint with is with ****** Auto center and not the dealership. Nothing further at this time. 

• Initial Complaint

  Date:06/28/2023

  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 tried to receive my last tire rotation for Toyota Care -******* was rude and acted like an old grumpy lady and psych patient. ******* hung up on me and would not transfer me to her manager as I politely requested. I would like my last tire rotation with my Toyota Care please without the drama. I have bought or more Toyota manuals at Eddy s and I will continue to if the service is good. Thank-you.

  Business Response

  Date: 06/29/2023

  Leaving all ridiculous personal attacks aside.....
  Customer called yesterday, 6.28.23 at 1:58 PM and was on the phone for 10 min 4 seconds. Customer then immediately called called back at 2:09 PM and kept the representative on the phone for 11 min 16 seconds. In the 2nd phone call customer repeated the same thing over and over as in the 1st call refusing to accept the answer she was given. Customer called the 3rd time at 2:21 PM and manager ******* answered to tell the customer the rules are what they are, the customer once again didn't want to accept what she was told. Customer was hung up on as the call was no longer going to produce anything constructive. Customer called for the 4th time, Manager ******* answered, customer insulted ******* and then hung up on her. 
  
  ToyotaCare covers the first 5 services. It is good for either 2 years or 25,000 miles, whichever comes first. This is very clearly explained to the customer when they buy the vehicle and everytime they bring it in for service.  Customer thinks that the rules should be changed for her as she didn't "realize" there was a mileage limit. The customer is past the 25,000 mile mark therefore her ToyotaCare is expired. There is ABSOLUTELY nothing we can do at the local dealership level to change they rules Toyota gives us to abide by. The customer is very welcome to bring the car in for the 25k tire rotation but she will be responsible for the charge of  $26.95 plus tax and shop supplies. 

• Initial Complaint

  Date:06/19/2023

  Type:Customer Service 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 am having a problem on getting a refund on my Gap insurance that was cancelled on 03-22-2023. I BOUGHT A NEW CAR ON 08-27-2022 with Gap Insurance. I think waiting 3 months to get a refund is a little ridiculous. every time I call, i get an excuse. i just want my money back.

  Business Response

  Date: 06/20/2023

  Dealership has GAP insurance refund check available for customer. Customer states they will be out to pick it up 6/20/2023 in the morning. Nothing further at this time. 

  Customer Answer

  Date: 06/22/2023

  I am glad to inform you, I finally received my refund check Tuesday from Toyota.  No other assistance is required.  Although, they had ordered the wrong car and I had to use one of theirs until mine came in.  While I waited, they made me make payments on this car and eventually I ended up paying ********* more on my new car.  Because the one I was driving was new and it depreciated.  How or why I had to make payments and pay more because of their mistake.  I will never buy from them again.  They robbed me!

• Initial Complaint

  Date:06/14/2023

  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.

  When I arrived I was filling out a loan application on my phone online at my bank & was told by a rep at Eddys that I didn’t need to do that & they would deal directly with my bank, which was a lie. Through the 2 hour process I asked multiple times what the interest rate would be & they refused to tell me. Prior to signing paperwork I was refused to know the interest rate until I signed half of the documents despite asking multiple times prior to signing, only then did I find out it was nearly **% through Toyota. I contacted my bank the following day & was informed that they never tried to obtain a loan through them. I refinanced shortly thereafter at *%. Also had 10 inquiries added to my credit simply from trying to purchase this one single car! Purchased vehicle 02/08/23, a black 2021 Toyota *******. Vehicle was purposely parked in an unlit area on the backside of the lot and was dirty. I purchased the car & signed paperwork that night. I picked up the car the next morning and there was a small dent on the trunk (noticed later) and a huge scratch down the side of the car. I was told that there was nothing that they could or would do without a charge. Vehicle was priced over the actually car value by roughly ** & as mentioned, had a dent & huge scratch as well as multiple other scratches throughout the outside of the car. Gap insurance was initially purchased through Toyota, but cancelled on 04/12/23 after waiting nearly an hour where I was given a cancellation paper & told it would take 6-8 weeks to receive my refund. It is now 06-12 & I still have not received my refund. When I call Toyota I get voicemails & must leave messages. No one is able to readily assist me (unless buying a car) or provide me with the information to contact the actual company who carry’s the gap insurance. I looked through my original paperwork & found the gap provider., contacted them to be told that the gap coverage was not cancelled! I will be contacting an attorney at this point.

  Business Response

  Date: 06/21/2023

  Dealership has GAP cancellation refund check out in mail. Dealership has scheduled appointment to *** dent on trunk and buffing scratches. 

• Initial Complaint

  Date:04/28/2023

  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.

  we had put a deposit on a car decided not to buy and asked for a refund was told they couldn't we did not sign any agreement was not told it was not refundable when I talked to another lot that also is owned by the say company they said since I didn't sign anything I could get it back only reason I shouldn't be able to get it back is if I signed something in which case we didn't they keep giving me the round around and now ignoring me if they would've disclosed that information I wouldn't have put a deposit but now they still want to sell me a car and put that towards another car but don't want to give it back I'm very disappointed and I have gotten a few vehicles threw them sad that there very money hungry

  Business Response

  Date: 05/01/2023

  Dealership has refunded the customer their deposit. Nothing further at this time. 

  Customer Answer

  Date: 05/01/2023

  
  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.
  
  Sincerely,
  
  Jessica ***********

• Initial Complaint

  Date:04/18/2023

  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.

  October of 2022 I was notified that my transfer case was leaking. I walked into the shop with the mechanic who pointed it out to me & you could immediately tell by the burnt residue that it had been leaking for quite sometime. They cleaned it & said it MIGHT not be a leak & old residue from factory & to keep an eye on it the next week or 2. Tim *****, service rep, was supposed to call to check status on leak & never called. I found out that Toyota issued a service bulletin for the known defect on all 16-22 ******** & * ****** transfer cases with proper instructions to proceed with repair & how to reach TAS for reimbursement. Toyota acted like they didn't know about this SB until I email a copy to Tim ***** who responded "well, what do you expect to get out of this?" Tim has been ********* **** & unable to reach ever since our first communication about the leak. I've spoken to Toyota Corp & I have been unable to get call backs from both managers I've spoken to because they as well can not get in contact with Tim *****. This is a simple repair that should've been proved years ago when the techs noticed the burnt residue on the case.

  Business Response

  Date: 04/18/2023

  CST WAS TOLD TO WATCH TRANSFER CASE AND CALL IF ANY PROBLEMS. CUSTOMER NEVER CALLED BACK, IT IS NOT OUR RESPONSIBILITY TO KEEP BOTHERING THEM. THE SERVICE BULLETIN THE CUSTOMER IS REFERRING TO ONLY COVERS YEARS 2018-2022, THEIR VEHICLE IS A 2016. WE CAN REPAIR THE LEAK BUT THE CUSTOMER WILL HAVE TO PAY. 

  Customer Answer

  Date: 04/18/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Tim ***** was supposed to CALL ME BACK to follow up on the leak. Tim has been unreachable & he never made proper notes on my account about our conversations. Stuff we never talked about or were ever mentioned were noted.

  I spoke to multiple Toyota reps to be told this is a known issue from 2016 & on. I continue to speak to other dealerships to be told the same thing. Somehow Eddy's doesn't have the same info other dealers have. Eddy's didn't have the service bulletin either, according to them. 

  
  Sincerely,
  
  Iris ******

  Business Response

  Date: 04/24/2023

  I am not sure where your information is coming from, but by you Vehicle Identification Number in my Toyota Information System there is no transfer case bulletin. Therefor, nothing we can do. It doesn't apply to your vehicle.