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:01/17/2025

  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 had purchased a oil change package for my 2021 Black Toyota Highlander. However, soon after the purchase and using only one time of oil change my vehicle get total on 10/17/2024. Soon after the accident, I have been calling several times to get my unused portion of package reimbursement. Every time I call, I was been told that I supervisor would call me, but I had no one called to address it.

  

  Business Response

  Date: 01/17/2025

  Please stop by with the last mileage statement when the vehicle was totaled. We can process your cancellation.

  Best-

  ******

• Initial Complaint

  Date:09/13/2024

  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.

  - On 22 May 2024 I went to Toyota of Louisville to have a recalled battery fixed in my RAV4, I had made an appointment prior to arriving. I made the mistake of thinking I could also ask the dealership about the rattling noise from my engine, they did not know and did not want to help. - On that day, 22 May, I had a part ordered and paid for the part. They said it would be a while before they got it in, but they would call me and tell me when they got it delivered. I have yet to receive a phone call. - I called the parts department and was put on hold immediately, over 30 minutes later no one ever answered. - I called again to ask about the part and the rattling noise from my engine (which I suspected was my belt), and the woman who answered the phone was SO RUDE when I asked for a quote on how much a belt change would be. Told me she couldn't help me because there "are a lot of belts" and she "had no clue which one I was talking about". So, I asked how much each belt replacement in a RAV4 would be and she then transferred me to a number that hung up on me immediately. An actual mechanic or anyone knowledgeable would have known that there is one belt in the engine of the RAV4 I was referring to. - I left a message on the "contact us- leave a message below" part of their website, leaving both my phone number and email and no one ever got back to me. - They also installed my battery wrong, and the computer part of my RAV4 shut down because of it. I had to have to a friend, who is a mechanic, fix it. - When I left a review on google relaying these issues, I got a reply from the manager asking to call him. I did, he was out of the office when they transferred me to his line, and then the line hung up. - Despite having my number and email, and the part I ordered and paid for, I have not heard from them again.

  

  Business Response

  Date: 09/14/2024

  We ordered the part 5/22/2024 and received it on 5/23/2024, we show we tried to contact the customer. We have the part in stock and will give the part to the customer as well as a refund of the full payment. Sorry for the inconvenience.

  ****** *****

   

• Initial Complaint

  Date:07/12/2024

  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.

  Brought a car from Toyota of Louisville. The air went out I have an extended warranty and they said the repair are not covered. The air went out the day after I got the car. I tried to get an appointment and when I called they said the system was down and they would call back finally got an appointment almost a month after I got the car now they want me to pay 1600 to fix it. I want my car fixed. The man called me before he even looked at my car and said when did the air start acting up. I said right after I bought it. We'll it had to happen after you left. A rock busted a line

  

  Business Response

  Date: 07/12/2024

  Good morning we already have the part ordered and have told her when the part arrives, we will install it and fix the air at no charge to her.

  Best-

  ****** *****

  Customer Answer

  Date: 07/15/2024

  
  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,
  
  

  **** **********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:02/13/2024

  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.

  I bought a brand new Toyota Tacoma 4x4 Offroad TRD from Toyota of Louisville in February of 2023. When I bought the truck I also purchased a different set of Wheels and center caps from them as well that I liked more and was going to have installed. The wheels were available but the center caps did not come in and at the time I was told they would be come in a few weeks later or so. I left with my new purchased truck but i took the wheels with me still in the boxes they came in not installed. A few weeks later I called to inquire about the center caps and was told the were on a national back order and i would have to wait. I patiently waited and periodically i got in contact with my sales rep at the dealership to inquire but they had nothing to offer. On June 7th I contacted the sales rep again to see what i could do and asked if I could just return the unused wheels sitting in my garage in the boxes covered for a refund since they have to ETA of when the center caps were coming in and i was told they would cahrge me a %35 restock fee. I said no due to the fact that they were never used and that I have not received the complete order. I cannot install he wheels without the center caps or it could cause damage to the wheel bearings. The center caps protect them from debris, dirt and stuff getting in there. I checked numerous times after this to see see what they heard or my options. I filed a case with Toyota corp about needing the caps or wanting to return them. They told me it was up to the dealership and the caps are nationally backordered and there is no ETA. i been back and forth with both the dealership and toyota corp left with no resolve. I called the dealership in the beginning of February asking to just return them and i would take the restocking fee so I could just move on or swap for ready available rims. The parts guy said he would get back with me when he finds out what he can do. On February 9th I got a final call from the dealership saying no on restocking or swapping out. I have all the texts to prove this from my sales agent. I would like a complete refund since my order was not complete and having to jump through so many hoops

  

  Business Response

  Date: 02/16/2024

  WE HAVE CHECKED WITH TOYOTA AND THE CAPS ARE STILL ON BACKORDER.Customer was made aware of backorder when order was placed,we will forward caps to customer when Toyota provides the to us.

  Customer Answer

  Date: 02/20/2024

  
  Complaint: ********
  
  I am rejecting this response because I was told it would only be a few weeks to receive and after checking constantly on the status i asked if a return of the rims would be possible so both parties could just move on. I was told there would be a restock fee and at tjat time I thought that it is ridiculous to charge a fee for parts that was never used and due to not having all parts ordered. You cannot install wheels without the caps or the wheel bearing could be damaged from road debris. I waited 6 more months and came to terms with no resolution insight and against my belief decided i would cut my losses and take the restock penalty. I have never used the rims purchased or installed them. They sit as the same they were given to me in the boxes. As i called them to check i was told they believe they sent me the center caps because i received a package shipped that weighed 1 pound. It was a black Toyota hat my salesman got me. Another time they were going to have me purchase the caps off ****. Then another time they supposedly found some and ordered them and they were on the way. It has been a roller coaster of emotions trying to get this done and I am done. After the final rejection of being told no to all possibilities I proposed to resolve this i filed the BBB complaint. I offered a return for refund or a swap of another rim that they could get instock.
  
  Sincerely,
  
  *********** *****

  

  Business Response

  Date: 02/20/2024

  *** ******

  Please return the wheels and we will give you a complete refund.

   

  ******

  Customer Answer

  Date: 02/20/2024

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

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:11/09/2022

  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.

  My **** truck has a frame rust issue and the frame will brake. Apparentlt a letter was mailed out to the previous owner of the truck not to my ***. When my *** found out and called it was after the warranry had expired and they wont honor it.. her and my brother have called and spoke to multpile people about it.. toyota refused to fix it. So she is driving an unsafe truck. The need to honor it and fix the truck free under warranty. She was never aware of and recall of it or she would of immediately had it fixed. **** ***** *** **** ** ** ****** *** *** * *********** *** ****** **** *** ** ****** ********* **** ****** ** ***** **** ** ****. please help us. Please call me ************* ** **** ** ****** ********** * **** ****** ******

  

  Business Response

  Date: 11/09/2022

  We at the dealership do not have the ability to make warranty repairs after expiration of Toyota manufacturing limits. We have contacted Toyota manufacturing on the customers behalf and no assistance was offered by Toyota manufacturing.