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:03/14/2025

  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.

  On 03/12/25 I took car in fir a diagnosis. ***** ******* told me I had a spark plug issue. I sad fix it, I get there he tells me whoever put battery in didn't secure it and allow water to get in plug housing. When I told him they was the ones I just got a tune up 1/27/25 had a bunch of work done 11/27/24 when I told him that the story changed on how it happened. I don't want to pay for their mistakes that they won't own up to. I was talked to very rudely by ***** I was treated not like a loyal customer. The kind of money I spent with them I shouldn't be blamed or pay for their mistakes. I tried talking to ***** ******* no help understanding my position, not satisfied with how I was talked to or treated during this transaction. The account is my fiance name ******** *****. Customer # ****** Thank you

  

  Business Response

  Date: 03/24/2025

  When the consumer visited on 1/27, he requested we replace the spark plugs, which we did.  Over ***** miles later, they advised of a check engine light. Consumer authorized diagnosis and our technician found that an ignition coil had failed and needed to be replaced, as well as a battery cable terminal end.  The consumer authorized these repairs.  

  Based on the consumer complaint, it appears the consumer believes the two service visits are related, however; replacing spark plugs and a battery issue are two separate matters - there is no connection with these components.  You do not touch the battery to change spark plugs.  An unsecured battery has nothing to do with spark plug ***** with water in them or a failed coil. No connection with those two parts of an automobile. A spark plug well with moisture in it is something that can happen, doesnt mean there is any issue unless a leak has caused the condition to happen that needs to be fixed, and its type of cylinder head design that the plug boot is surrounded with water and it causes it to ground out and cause a miss. Grounding/shorting out a coil due to that condition could make it fail also.   The part replaced for the battery scenario was a terminal end which connects the battery cable to the battery.    

  Our service manager did explain this to the consumer who seemed to understand and wanted to verify he wasn't double billed for the same repair, which he was not.  Nevertheless, we are willing to offer consumer a $200 service credit for any frustration or misunderstanding that he experienced as we do appreciate his business. If consumer would like to take advantage of this offer, please have him contact the service manager at ************.

  Thank you for bringing this to our attention.  

   

   

   

   

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• Initial Complaint

  Date:02/04/2025

  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.

  There was a Customer Support Program (CSP) opened by ********************** for a known issue with their Blizzard Pearl ***** on new Toyota vehicles. My vehicle (2016 Highlander) has this paint job. The *** ended on November 5th, 2024. At that time, we had no issues. January 20th, 2025, we observed paint start to peel. On January 23rd, I spoke with Destiny from Bommarito, who stated that it was not their problem, and I'm just out of luck. I requested to speak to a supervisor for clarification, and was promised a call back. On January 24th, I received an email from ****** **** *** who stated by email (copy/paste his exact words) "I spoke to sales manager and he said just call in and make a service appointment and we will take care of you." I called to make an appointment, but was hung up on. I emailed and called on January 28th, no response. January 30th I filed a complaint with Toyota Corporate. On February 3rd, I got a call back from ***** ******, who requested the email be forwarded to her. She said she would get back to me. ***** stated that Toyota will not re-open the *********** agreement. On February 4th, I was contacted by ******, with Toyota Engagement ***************). She stated she had been on vacation, and this is the earliest she could get to me. ****** stated the CSP - Customer Support Program, expired ******* based on date, expires 10 years after first delivery. She then put ***** on a three way call to "further educated me." I believe that Toyota, along with Bommarito Toyota specifically, are not honoring a defect in a vehicle they produced. Further, they promise repairs, and then fail to deliver. I am requesting my vehicle be completely re-painted a color that will not peel, and that Toyota stand behind their product that they produced. How can an issue like this have an expiration date?

  

  Business Response

  Date: 02/12/2025

  We have made contact with consumer and he is scheduled to bring vehicle to dealership for inspection on Wednesday, February 12th at 3:30 p.m.  We will determine next steps at that time.  Thank you.

  Customer Answer

  Date: 02/13/2025

  Complaint: 22898087
  
  I have reviewed the business' response and am rejecting it because:
  
  Although it is a step in the right direction, and I appreciate the customer service, this is a far cry from my complete satisfaction.  A faulty paint job by Toyota needs to be repaired by Toyota.  I have faith that Bommarito will do everything in their power to help out in this instance, but as of right now, an estimate and a promise, without actual repairs, is not satisfactory. This paint peeling issue needs to be repaired by Toyota for me to be satisfied with this complaint.  Again, it's a step in the right direction, we just aren't to satisfaction yet. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:11/19/2024

  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.

  I had my car serviced for the check engine light, started in September, it was kept for a day and the day after that the light came back on, and I return back for them to fix it again, two days later I had the same issue, I was then told a head gasket had blown but when I mentioned it again to them they could not remember. I have had my back since October, but the check engine light is still on. I have been trying to reach the service manager I cannot get a hold of him, I get a recording that calls cannot be accepted at this time. I paid $673.32 for my issue to still be going on.

  

  Business Response

  Date: 11/21/2024

  We have been in contact with consumer and have agreed to reimburse her $673.32 as she requested.  We apologize for any inconvenience.  Thank you.

  Customer Answer

  Date: 11/22/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 12/09/2024

  To date I have not received my refund check.

  Customer Answer

  Date: 12/17/2024

  I have not received a refund from the business, they have sent me a gift card and a certificate, which is not what I was suppose to receive, I am requesting my complaint be reopened.

  

  Business Response

  Date: 12/19/2024

  We were in contact with consumer on this date.  The gift card and certificate that the consumer received is part of a holiday promotion the store is offering with a purchase of a vehicle.  This was sent to multiple consumers and it was not intended to be in lieu of the compensation we originally agreed upon to settle this complaint. 

  A reimbursement check in the amount of $673.32 was originally issued on 11/21 and sent via **** to her home address.  When consumer reopened this complaint, we verified that the check was never cashed and evidently lost in the mail.  We reissued the check and asked the consumer if she would like to pick it up or if we could hand deliver to her.  Consumer refused this offer and requested that we re-mail, which we will do via certified mail, return receipt requested in order to have proof of delivery.

  We apologize for any inconvenience this may have caused.  

   

   

   

• Initial Complaint

  Date:06/12/2024

  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.

  Hi on 5/31/24 i took my car to Bommarito toyota in hazelwood to do tune up but they suggested to do a diagnostic. In a few hours got a call back they are done and that i need a new engine and the just so happen to have 1 for $10k. also was told it can go out any moment and not to drive far. so i drove it home and it stopped in the middle of busy intersection. had to push out of the way. got it back home and did my own diagnostic and found out mechanic took out the fuses for the high voltage battery which caused it to stop and almost cause an accident. i called back 6/12/24 and was told ***** the supervisor was at lunch. called back hour and a half later and then was told he will not be back till monday 6/17/24. i paid $230 for bommarito toyota to damage my car and now looking to get it refunded. tech number 847 worked on car. just looking for refund but keep getting runaround just as they did on my 2012 toyota prius v five.

  

  Business Response

  Date: 06/14/2024

  We have contacted the customer and addressed his concerns.  We are processing the refund he requested and apologize for any inconvenience.  Thank you.

• Initial Complaint

  Date:12/18/2023

  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.

  I canceled my gap insurance policy in August 2023 because I traded my vehicle off and it was paid in full. They said 6-8 weeks I should have my refund, in November I asked where it was and they said now 120 days so I called the gap insurance and they said they mailed Bommarito the check for $490 on the week on September 5,2023. I still have not gotten the check they refuse to give me my refund says Toyota has it and I have spoken to them numerous times and they have not gotten anything. My account with them was closed on august 30,2023 and they have not gotten anything. I talked to *** ****** the boss there at bommarito and he gave me his cell phone and told me they would send my check 12/12/23 and then they decided not to send it because Toyota may have it and now no one will return my calls he lets it go to voicemail. This is bull I should have gotten my refund September 5,2023 and it is now December 18, 2023 and nothing!! I don’t understand how they can keep my money!!

  

  Business Response

  Date: 12/21/2023

  We apologize for the delay.  Check #***** in the amount of $490.54 was issued to consumer on 12/18/2023 and sent to her via UPS overnight.  
  Tracking # ****************** Delivered on Tuesday, December 19 at 12:12 P.M. at met Customer.  Thank you for bringing this to our attention.
  
  
  

• Initial Complaint

  Date:09/18/2023

  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.

  I purchased a 2023 Toyota Tundra, I picked this truck up new at the location indicated in **********/ *************, my tire on this truck blew out at no fault of mine, from what I understand the tires are covered by up to ***** miles when purchased new under manufacture against defects, the tire blew for no reason, and Im being told with my new truck that I put under **** miles on, I would have to purchase a replacement tire for $399 before taxes, which is ridiculous, I paid it but I feel cheated and treated unfair, one because Im a woman and 2 because I am Black, I would like help with issue and have my money refunded.

  Customer Answer

  Date: 09/20/2023

  I would like to know why they would not due the job when I purchased the truck from them brand new.  

  Customer Answer

  Date: 09/27/2023

  My main reason for this complaint is I was not to know why on my 2023 Tundra that I purchased from them, why my tire couldnt be replaced for free under warranty with tire company that Toyota uses? I had a blow out on the tire at no fault of mine and I had to purchase a new tire, that tire should have been covered up to ***** miles, per the new vehicle purchase, and I spent nearly 500 dollars to replace it, I have purchased 3 brand new vehicles from this location and the treatments me like trash, the guy in repair that I always talk to looked at me and asked who I was and was I anew customer when they can clearly see who you are when they pull up my information SMH 

  

  Business Response

  Date: 09/28/2023

  We have been in touch with consumer and offered her three alternatives to resolve this matter, including full reimbursement for the tire she purchased elsewhere as she requested  It is our understanding that consumer is contemplating which offer she would prefer at this time.  Thank you for bringing this to our attention.

  Customer Answer

  Date: 10/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I will accept offer for payment of the tire and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 11/02/2023

  I have not received any communication from Bommarito ****** Hazelwood since they said it was said that they were waiting on my response to one of 3 offers that was made, I did reach out to speak with manager *****, was given run around, but finally left a voicemail that I would accept reimbursement for the tire which is $399 before taxes. Im sorry to say that thiis company lied to BBB, the 3 choices that was told to you were never made to me, I didnt learn of it until I checked status of my complaint on this venue, but I did reach out to accept the reimbursement and I havent heard back from them, its been well over a month now, no compensation has been made ( NO PAYMENT), 

  

  Business Response

  Date: 11/06/2023

  We apologize for the delay in reimbursement.   We have issued check number ***** today in the amount of $435 and have sent it via *** to expedite receipt.  Tracking #1Z93261Y0121460211 

  Thank you for allowing us the opportunity to rectify this matter.

   

  Customer Answer

  Date: 11/14/2023

  The matter with Bommarito Toyota has been resolved, I appreciate so very much the assistance with this issue, thank you!!!

• Initial Complaint

  Date:09/09/2023

  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.

  Last December I bought a pre owned 2023 GR86 from Bommarito Toyota. And it was brought to my attention recently the car had body damage from a 4 point car lift. After looking at pictures of the car at the dealer before I purchased it you can see the damage on the running boards. I called and complained and was told that it didn’t matter that they did not inform me of this because there was no way to prove they damaged it or if it was damaged when the got it on trade in. I have pictures of it in the showroom as well as picture before they got the car back on trade in.

  

  Business Response

  Date: 09/26/2023

  We have been in contact with consumer and have agreed to repair dent as a one time goodwill repair.  Thank you for bringing this to our attention.

• Initial Complaint

  Date:05/04/2023

  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.

  I sent my car in for the check engine light. the first time I took my car to them they charged me $222.06 for the check engine light and for the car running bad. The second time I took it back for the check engine light they charged me $679.08 when I left thirty minutes later the check engine came on again. I returned to them and they could not tell me what was wrong with my car. They stated that they could take the money that I had already paid and put it towards a new engine. I would not trust them to put a new engine in my car. Once they received my money they did not want to respond to my calls. Also, the guy at the service desk stated that my spark plugs were burnt and I informed him that the sparks plugs had only been in the car less than thirty days. There was only a misfire on# 4. I would like to be refunded in the amount of $901.14.

  

  Business Response

  Date: 05/16/2023

  We have contacted consumer and will provide a full refund as consumer requested.  Thank you for bringing this to our attention.

  Customer Answer

  Date: 05/23/2023

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

• Initial Complaint

  Date:03/17/2023

  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 purchased a vehicle brand new. 2022 Toyota Camry, and there is primer that does not have paint on top of the finder inside of the door. I have reached out to the dealer and the manufacture Toyota corporation. I just got off the the phone with the Toyota corporation and they said they are not going to fix it, and the dealership has stated that the issue is normally. I purchased the vehicle between $30,000 to 33,000 dollars and I should not be responsible for this repairs. Out of pocket it would cost me $2000.00. I would like this repairs fixed.

  

  Business Response

  Date: 04/04/2023

  In an effort to assist consumer, we provided photographs of his vehicle to Toyota Motor Corporation and asked that they assess the paint.  After review, they confirmed that this is standard on all their vehicles. 

  Thank you for bringing this matter to our attention.