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:04/02/2025

  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 am writing to file a formal complaint against J. Allen Toyota regarding the service provided for my 2013 Toyota RAV4.1.Unresolved Steering Issue: Although the dealership addressed the recall repair, the steering issue was not resolved. Initially, I was charged over $800 for the repair, which was later refunded. However, they then attempted to charge me over $3,000 for a steering column replacement, which I refused.2.Damage to Interior: During the service, the dealership damaged the interior trim of my vehicle. I was informed that the part would be ordered to replace the damaged trim. However, after multiple attempts to follow up with the service department and customer service, I was informed that there is no order in the system under my name. Attempts to contact a manager have been unsuccessful as well.Given these unresolved issues and lack of response from the dealership, I am seeking assistance in resolving this matter and holding J. Allen Toyota accountable for their service failures.Thank you for your attention to this matter.

  Business Response

  Date: 04/25/2025

  Customer came by and picked up trim piece that was missing. Service Manager spoke with customer and assisted with parts. No further action is needed. 

  Customer Answer

  Date: 04/28/2025

  Update on Complaint Regarding J Allen Toyota Resolution Provided
  
  
  Better Business Bureau,
  
  
  Im writing to provide an update regarding the complaint I filed against J Allen Toyota concerning the damage to my vehicles dash trim.
  
  
  Since submitting my complaint, J Allen Toyota has provided me with a replacement part to address the issue. While the situation was frustrating at the time, I appreciate that they have now taken steps to correct the problem.
  
  
  Please let me know if you need any additional information from me to close out this matter.
  
  
  Thank you for your assistance throughout the process.
  
  
  Best regards,
  ****** ****
  
  

• Initial Complaint

  Date:03/21/2025

  Type:Billing 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.

  Advertised price for transmission flush is $399 before taxes and fees. I was charged $444 before taxes and fees. I asked and they said they just hadn't raised the price on the services menu board....this is the 2nd time they tried to overcharge me. Called General manager never received a call back.

  Business Response

  Date: 04/24/2025

  Spoke to customer, will be refunding the $44 difference. Also, our digital board that has our prices is being updated to match the prices in the computer. Customer happy and will return. 

  Customer Answer

  Date: 04/24/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  ***** ******

   

• Initial Complaint

  Date:10/30/2024

  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.

  I bought a 2021 Toyota Rav4 May 17, 2024. I spoke to Mr. **** **** at the beginning of process. There were issues with the paperwork and I asked when I was able to pick up my vehicle if I can deal with another person they ignored my request. Mr. **** never provided my with temporary tags. The car wasn't even cleaned when I came to pick it up. Now I found out I have a ticket for no tags or plates because the dealership never gave me one. I spoke to Mr. ******* Monday and explained the situation. He said he’ll look into it for me. I never received a response. I spoke to **** on the same day and explained the situation. He told me he will have finance call me. I'm still waiting on a call.

  Business Response

  Date: 11/05/2024

  We regret to hear about your recent experience and take serious this feedback. Please know we will communicate with our teams and actively involve them in a discussion on improving. Surely, without you taking time to send this, we would not have a specific scenario to use. We appreciate you working together for us to remain your dealer of choice and look forward to your return visit where we leave you feeling valued after an exceptional experience!
  

  Business Response

  Date: 11/05/2024

  Attached is the paperwork for the BBB claim. Registration and title were delivered on 6/5. Guest verbally told GM she got the ticket "at the end of June" but when GSM told her that package was delivered on 6/5 she stated the ticket was 6/3. We asked her to send over the ticket, and we would reimburse if so. She called back challenging the paperwork wasn't delivered, but we explained we had a picture and delivery confirmation from FedEx (attached), and we will still reimburse with copy of the ticket. We have not heard from nor received anything since.

• Initial Complaint

  Date:10/25/2024

  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.

  Purchased a used 2018 Gmc ****** 1500 on 12 October 2024 and on 19 October 2024 the transmission went out after being told the truck had absolutely no issues. When I called and told them all they could say is oh well you signed a contract. I either want my trade in vehicle back or to be reimbursed the $4500 it's costing me to get the transmission fixed

  Business Response

  Date: 11/07/2024

  We regret to hear about your recent experience and take serious this feedback. Please know we will communicate with our teams and actively involve them in a discussion on improving. Surely, without you taking time to send this, we would not have a specific scenario to use. We appreciate you working together for us to remain your dealer of choice and look forward to your return visit where we leave you feeling valued after an exceptional experience!

  Business Response

  Date: 11/07/2024

  Attempted contact multiple times with guest to speak about situation listed here. He does not answer our calls and hangs up the line when he does. All our calls are recorded. Last attempt made at 1551 hours yesterday 11/06/2024.

  Customer Answer

  Date: 11/11/2024

  [To assist us in bringing this matter to a close, you must giv us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: T22475683

  I am rejecting this response because: The dealership has not made any offers to resolve my issue 

  Regards,

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

• Initial Complaint

  Date:09/23/2024

  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 received a Repair Statement for my Toyota Prius C from J Allen Toyota. The Service Manager specifically stated that I need to replace my Batteries, which would cost me $5,500. I questioned the service manager and his statement was; that is what the code on the diagnosis was stating to do I took my car to another Toyota Dealer and the same code came up Clean Battery Filter $350.00 ******** times I have questions this dealership in practicing mis-information, fraudulent mechanical work that has not realistically has to be done. J Allen replaced front light on Prius, it took 2 months three visits $400 and the light was still not corrected. Took it to another Toyota dealer, 2 hours, $95.00. J Allen Toyota supportable done an oil change and rotated tires. When we picked the car up it was shaking like crazy. We returned to get wheels balanced and they refused to balance wheels unless we paid for it. They rotated the tires and they should balance the wheels. We ended up getting new tires. Which included free balancing. Jalen placed my wife and I in DANGER by not doing the job they are paid for After 11 years I have nothing but questionable repairs and over charge work that had to be corrected within 6 months.

  Business Response

  Date: 10/01/2024

  Attached files are not for public release. These are supplied to substantiate the dealership case. Please advise if there are any questions. 

  Business Response

  Date: 10/01/2024

  We regret to hear about your recent experience and take serious this feedback. Please know we will communicate with our teams and actively involve them in a discussion on improving. Surely, without you taking time to send this, we would not have a specific scenario to use. We appreciate you working together for us to remain your dealer of choice and look forward to your return visit where we leave you feeling valued after an exceptional experience!

• Initial Complaint

  Date:01/10/2024

  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 bought a car from this dealership in June of 2022 and didnt notice the fender was messed up. They also did not disclose the car was in an accident prior to me purchasing it. On October 12, 2023 my car started having issues and I brought it to this dealership and they told me nothing was wrong with it. Since then its been to three different shops where no one can tell me whats wrong with the car, just that I need to get rid of it as soon as possible. I brought it to a fourth shop and have been told I need a new engine in my 3 year old car that has ****** miles. This dealership sold me a lemon

  Business Response

  Date: 01/22/2024

  Attn: *************************, **************************************

  I am confirming we received complaint ******** and will reply with a formal response tomorrow when appropriate parties are able to review and assist. 

  Respectfully,
  ***********************

  Business Response

  Date: 02/07/2024

  We were advised to hold all communications around this complaint as it became a legal matter the day after the BBB alert was received by us. I apologize this information was not sent ahead of this alert.

  Business Response

  Date: 02/07/2024

  This complaint is being addressed on an alternative platform.

• Initial Complaint

  Date:05/25/2023

  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.

  Stop ??! Please take your vehicle somewhere else. This is the worse experience I’ve ever had. This company has called and admittedly broke a part on my Lexus they were supposed to be fixing. Who pays for it, plus labor and the mark up? Yep, you guessed right, me, another $1,000. First problem began with 5 day wait for parts and promise to have car finished. 5 days gone, no car, i had to call for updates only to find out service rep who promised car would be finished is off on Friday. Then phone call after phone call adding cost to bill needing more and more parts. 5 days promise to be finished now has extended into 10 days and still no completion date. This is just a terrible, terrible service center. cost to bill needing more and more parts. 5 days promise to be finished now has extended into 10 days and still no completion date. This is just a terrible, terrible service center.

  Business Response

  Date: 05/25/2023

  Hi ******. We apologize that you feel that your experience was poor. After looking into your ticket, it seems that your vehicle having 215577 miles on it had some recommendations that were repaired. Considering the age and mileage of your vehicle, parts are susceptible to tarnish or break while replacing other parts. This IS why we had you sign the high mileage form stating that you were aware of what could possibly happen. We can not control how long the parts take to come in as they are shipped to us after ordering, however we apologize that you feel like the communication was not up to par as your service advisor did call each week to update you on the status of the parts and when the vehicle would be completed once they did come in. We did put a manager's discount on your ticket as well as your service advisor taking the time to take your vehicle to our detailing department and hand wash your car himself because of the length of time your vehicle was with us.Our service and parts director did speak with Mr. ***** and they did agree to refund some of the labor to Mr. *****. This should conclude the issue with us and I hope that you will allow us to give you a better experience the next time you come in. 

• Initial Complaint

  Date:02/08/2023

  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 my vehicle Dec 2021, I took it back on Feb 2022 with issues. They told me that they could not help me because it was a Hyundai veh and I have to go to that dealership. Every single time I returned to the Allen Toyota they would always send me to Hyundai for the issues. Also my car had recalls on it when I purchased, which I was not told about. My car was completely out of oil when I returned the first time and they did not tell me. I have had nothing but problems since purchasing this vehicle. The complaint manager ****** told me that I never contacted them regarding any issues with my car. Also, she stated that Hyundai gave me false information on my veh. She was totally incorrect on the matter. Now I need a new motor in my vehicle because of all the issues. I have been pushed to the side on not being helped that my warranty ran out on Dec 31, 2022. Now I am stuck on paying to fix everything myself and have an over priced vehicle that I can not trade in due to the value only being close to 9 grand. I have contacted Toyota corporate and they told me its up to the dealer to fix it or not.

  Business Response

  Date: 02/14/2023

  Dear Ms. ******, 
  
  
  We understand that you have submitted a complaint to the Better Business Bureau regarding your experience with our dealership. We apologize for any inconvenience or frustration you may have experienced.
  
  As we explained to you when you first brought your vehicle to our dealership with issues in February 2022, we are a Toyota dealership and cannot perform recalls and other warranty work on vehicles from other manufacturers such as Hyundai. This is why we referred you to the Hyundai dealership for assistance with the issues you were experiencing with your Hyundai vehicle.
  
  Furthermore, we would like to clarify that we did inform you that your vehicle had outstanding recalls at the time of purchase. We provide all customers with a copy of the vehicle's Carfax report, which includes any outstanding recalls, before purchase. We apologize if this information was not conveyed to you clearly.
  
  In regards to the issue with the oil consumption, Hyundai performed multiple tests on your vehicle and all results showed that everything was normal except a small leak. We were also informed by the Hyundai service department that the leak did not require immediate attention unless it was losing more oil than it already was. Therefore, we cannot be held responsible for the oil consumption and any resulting damage.
  
  We also declined to pay for the repair of your engine when Hyundai offered to cover half of the cost. Since your vehicle had an extended warranty at the time, it was not necessary for us to pay for the repair. Unfortunately, you allowed the service contract to expire without taking any action.
  
  We always strive to be transparent with our customers and provide the best service possible. We regret that we were unable to assist you with your Hyundai vehicle, but we acted in accordance with our dealership policies and capabilities. We hope this information clarifies our position on this matter.
  
  Sincerely,
  ****** ******

  HR Manager

  J Allen Toyota

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

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

• Initial Complaint

  Date:08/26/2022

  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.

  On Friday august 26,2022 I went to get an oil change, I asked the advisor if they could look at my headlights. I told him I knew there was nothing they could do because I already bought the car. But when I told them I would pay for it the advisor kept laughing. When I told him what I thought was the problem he laugh hysterically and called another employee over to hear what I was saying. Then proceeded to pop the hood of my car still laughing. I told him I looked it up and couldn’t find the headlight fuse. So he and another employee are looking under the hood and he comes back to me still laughing And I ask him if he could please show me the headlight fuse. Since he was literally laughing at me the whole time. Basically acting like I don’t have any idea what I’m talking about. I told him if I was wrong please correct me. All while he’s trying to tell me I need to take my car to Kia because it’s a Kia. He made it very known he didn’t want to work with me. I bought the car from Allen Toyota not even 90 days ago my first car note was august 4,2022. He didn’t even take the time to listen to me as I was telling him my car should be under warranty because I just got it. Well 2 hours pass by and I ask how much longer for my oil change. He is laughing on the phone with someone saying he’s trying to get a warranty or something. But he told me before he COULD NOT do anything for me. I’m very much embarrassed and I want to cancel whatever I pay for them to do my oil changes. And yet 3 different car shops told me to take my car back to where I bought it, in which I did today and now I’ve left yet another shop without any headlights. How does Allen Toyota expect someone to go 6 years without headlights. At this point I’ve been to 4 shops including Allen Toyota. And yet I still don’t have any headlights. When I bought the car they told me I pay an extra 100$ just incase something happens Bur right now that warranty isn’t doing anything for me. My advisor was ******* ****** ****

  Business Response

  Date: 09/01/2022

  Customer came in for service. The service advisor met her out in the lane to check in her vehicle for service. The customer asked about the headlights and stated they were not working and had not worked since she bought the vehicle. Looking into the vehicle history, the Inspection shows the lights were working at time of sale. The advisor asked her if she had taken the vehicle to KIA to see if it still had factory warranty that we can not complete at our dealership. He then looked at her mileage and told her that it would probably not fall in factory because the mileage was way over. He checked her in and then she sat in waiting room. Time in the shop was a little longer than usual. She did check on her vehicle with the advisor as he was on the phone with the extended warranty company trying to see if they would cover her headlights as it is a part of the process. The advisor then went over her multipoint where they recommended the headlights. He tried explaining to the customer that it is one big assembly and we are unable to just the lights on their own. He gave her the recommendations and the prices for all of them. Customer did get upset stating he was laughing at her when this was not the case. Employee tries to be very positive and smiles at all times at work even through stressful situations. The warranty did state that the lights were not a coverable component under plan. She has premium plus warranty. We can absolutely order the assembly for her and have the work done. We know it is a pricey service and do offer Sunbit which is a service that is a flexible payment plan if this is something she is interested in. We try to provide excellent service here at J Allen Toyota and we would like the opportunity to resolve this issue with the customer.