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:11/15/2024

  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.

  Unsatisfactory service. Failure to download maintenance service for record keeping. False advertisement.

  

  Business Response

  Date: 11/19/2024

  Thank you for contacting Leith Toyota regarding this manner and giving us an opportunity to investigate this situation. I spoke with Ms. ******* at length early today and she shared more detail about her concerns. She requested copies of our last 4 services with Leith Toyota and I emailed her copies. I also verified that those services were also showing up in Toyotas national dealership database (TIS). Lastly, she requested a specific service advisor that would take good care of her on future visits and I provided that information in the same email. Ms. ******* thanked me for the call and for listening to / addressing her concerns.
  
  Sincerely,
  ****** *****

• Initial Complaint

  Date:01/08/2024

  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.

  1/6/2024 On May 30,2023 I went to Leith's Toyota to purchase a used vehicle.My daughter and I went there minutes after 1 PM and we left the location minutes to 9 PM.Every customer who came in after us got through before us and that was a concern to me, which I mentioned to the sales manager..M.He acknowledged that it was true, but could not tell me why it happened.A few minutes from Leith's Toyota,I noticed that the car's tire pressure was low.The next morning,I also discovered that the car was dirty.I took the car back to the dealership on May 31,2023 to get the issues sorted out and M said he could give me a 2021 Toyota Corolla for the same price even though it was 4 years younger than the previous one. I was shocked and taken aback but now I know why. M went for the car and drove it to the front.It was getting late because I drove from work to get to the dealership.M told me I need to get GAP insurance before I take the car.He also told me that there is another insurance that he is offering that would get me any parts for the car if anything happens and I would not have to pay.At no time fid he tell me it was a warranty.The documents I signed did not mention warranty either.I discovered a sound in the car shortly after and called M.He told me it must be the brake.I also discovered that there was a warning that says " engine maintenance requured", I told M and he said to take it in.I did on 09/25/2023, and they told me that the coolant Bypass valve is malfunctioning and it needs a new one which will cost me $400 plus to get it fixed.I paid $204.00 for the diagnostic.I texted M but he did not respond .I got the brake checked by a mechanic and paid $100 plus for the job.The mechanic said the right brake was worn badly and needs repair ASAP.The car was overpriced because M added the warranty and GAP. I believe M chose the 2021 Toyota Corolla for me as an exchange because he knew it had issues.He stopped answering my calls and text messages.

  

  Business Response

  Date: 01/19/2024

  We have provided ******************* a $200 credit toward our service ***** (which she happily accepted).  She is also in the process of trading out of her vehicle for a new Toyota Corolla.  Customer stated she was satisfied with the resolution.  

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21110107
  
  I am rejecting this response because:

  I was not offered credit  from the dealership by the manager I spoke with.This credit he made reference to is $204.00 that I spent getting the diagnostic for the bad car that they sold **** asked him for a refund and he refused from giving me the refund.He said he could only give me store credit,which I did not want but he left me with no choice.They make it difficult for me to get a new car because they gave me a low trade off allowance,which is unfair because they car was knowingly sold to me  by deception with issues.Based on the trade off allowance they have offered me ,I now owe $9000 plus on the car I am returning and still have to pay for the new car which cost $34,000 plus total.I was not interested in trading the car but they told me that is what I have to do.I am still unable to get the car because their payment plan is too high.I tried to get financing from the ************ , due to the cost of the car,I would have to make a down payment on the car, which I don't have.Also,the employee at the ************ spoke to finance manager "A"with me on the line as well.She asked "A" if he could help me out by making the trade off allowance a bit more."A"responded that his manager will not do that.They are not trying to help me ,they are trying to help themselves.There is no transparency because the balance from the warranty that was done deceitfully in the disguise of an insurance ,was put down as a balance on the car without them giving me the paper works and saying this is what is left and this is what we will do.That was done without me having any say in the decision.Also,I had to call Gap to find out how much money is left and how I can get the remaining balance.The manager/s in charge did not mention the balance of money that is left from Gap.Both the balance from the warranty and  gap is my money but they don't treat it as such ; no transparency whatsoever.I have never seen any paper work with the gap insurance and the warranty.How is it that as a reputable company that they claimed Leith Toyota is, cannot be transparent? These people only pretend to be helping , but frankly ,they only care about the money that the company makes and their share.I made it clear that I was told that the warranty was an insurance that would give me free parts at any Toyota dealership if something should happen to my car.Also ,"M" told me that I could not get the car without ************* but what he did was  played  on my ignorance and locked in the warranty for 3 years and also locked in gap in my car payments so those two add-ons brought up the car price from $21,000 plus to $26,000 and now they are giving me a depreciated value of so much less on the car causing me to owe more on the lemon they sold ****f these people were genuinely trying to help me,they would have found a way to resolve the issue without a trade-off but they don't want to be the loser for a big multi-billion dollar company; I must be the loser.I am not satisfied with this agreement and there is no resolution as yet ,especially since I am here without a good reliable car because they fail to resolve the issue fairly.I am very frustrated and whenever I try to ask them questions  or express  my disgust about the bad deal I got,I am being questioned about why I did not do this or that,even though I explained the numerous times I contacted the dealership the numerous times I called trying to get help and was snubbed.The numerous times I called  and texted "M" to get help with the vehicle.I even mentioned to return it to one of the sales managers I spoke with but now they are trying to deflect the blame from "M" and from the dealership.When I told"A" that I called gap ( which the lady told me is not even gap ) and they told me how much money I should get back ,he told me I cannot get back my money until 45 days.I am convinced that "M" did those two add-,ons to benefit the company.I have never heard of a warranty locked in a car payment for 3 years.What made it so much worse is I found out from one of the finance managers,little after I got the car  that it was a warranty and not an insurance, and that it was locked in my car payment,along with gap.I am waiting for an amicable resolution and these people need to be reasonable and have some right their wrong.

  I am kindly 

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/23/2024

  We have exhausted all options to try and make ******************* satisfied.  We offered her a credit for the service she didn't feel like she should pay in the amount of $200.  She accepted and said thank you.  Now she states its unsatisfactory.  We over allowed on her trade and tried offering her a deal where the dealership was prepared to lose almost $1,500 to get her into a different vehicle.  The contracts she signed clearly state "Warranty" and "Gap Insurance".  Both contracts she willingly signed to add to her loan.  We understand that she lost her job for 6 months as she made us aware and times are tough, but we did the right thing by trying to assist with her situation.  She would not let us pull her credit and wanted to go get her own financing (which we have no control over).  She can cancel the warranty and get a partial refund, but that amount would go to the bank as they own the loan.  She didn't like that and wanted to money for herself.  Unfortunately the bank doesn't allow us to do that.  We have tried our best to help her.  

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21110107
  
  I am rejecting this response because: 

  You stated that I willingly signed the contract,yes I did.However, let me reiterate that M told me that it was an insurance and that if anything should happen to the vehicle ,I could walk into any Toyota dealership and get whatever parts I need free of cost.I was also told by M that I would have to get Gap before I take the car.I knew of Gap, but my contention is that he was not transparent and truthful.He locked in the warranty cost, (which he said was insurance) and  Gap cost with my car payment which brought the amount from $21,000 plus to  

  $26,00 plus.That is called deception , trickery and double-dealing.I understand that you all work with the same company, but I do not appreciate my words being  twisted , neither do I appreciate when you are indicating what M did ,but you were not there.I have no reason to fabricate any story because integrity matters to me , and I would never state anything different from what transpired. If M was honest  and value customers ,he would have answered my texts and phone calls and try to resolve the issue , but he became very evasive and stopped responding to my communications , even though he told me that I could call or text him if I have any issues with the vehicle .It's almost like he knew that I would have issues,hence,  this expensive , three years warranty that I was not aware of.It is always the customer who is in the wrong because you fail to call out your co-workers when they are at fault.

  I indicated that the credit was unsatisfactory because I wanted a cash refund but I was told that I could not get it .You never  wanted  to give me back anything.I had to repeat the reason that I should get a refund, then you decide to give me store credit.

  The reason I told you not to pull my credit was due to the fact that I was given the document showing the different monthly payments for each term , and I told you that all of the payments were too high and I could not afford any of them.I even told you what I could afford  , but I was told that these were the estimated amounts directly from  the bank based on  previous calculations. I was never made any lower offer , so I indicated that  I will seek financing from the ************.

  I did not cancel the warranty,you cancelled it   and I was not aware that you did.I received documents showing the different items and the cost of the car.The refunded warranty amount was added as a down payment on the car.When I called the company about the warranty,I was told that I cannot cancel the warranty ,the dealership has to do the cancellation from it's end.I was told the same thing for Gap.The only thing I was told is how much refund I should receive.

  I unequivocally refuted your claim that I wanted my warranty refund for myself ; I never told you that.I was okay with it being applied to the down payment on the car.The only issue I had was that it was not discussed with me first  , like telling me how much refund I had there  ,and telling that it would be used as a down payment on the car.

  You stated that you are prepared to lose almost $1500 , but I have to pay you $1900  out of pocket  because the ************ cannot loan me the full amount for the vehicle.Moreover,what about me still owing $9000 plus on the previous vehicle and then the entire cost of the new vehicle?  but you are  complaining about $1500 that a  multi-billion company will lose; not you, the company.I have not bounced back from the closing of my  place of employment and losing my job for six months.

  I will repeat the contract I signed for the warranty did not state warranty,  it said CNA.How would I know that CNA is warranty if I am not into  the business of cars?

  While I appreciate you trying to resolve the issues created by M, I value transparency and I also appreciate when people are empathetic.Please lay the blame where it should be and do not make me into a scapegoat.All I wanted was a reliable vehicle because without a reliable vehicle , I cannot have a job.It's full time you  all  be honest and tell your co-workers when they mess up.I know I am one of many disgruntled customers and I hope M, will never put making thousand of dollars for a rich company  over a customer's worth , because without customers there is no business and Leith Toyota is not a monopoly; people have choices.

  I look forward to getting my new car.

  Thank you all for your assistance! 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/08/2023

  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.

  On 7/24/23, my husband and I drove from our home in ******** to Leith Toyota in *******, ** to look at a used 2015 Jeep Unlimited ** We purchased the used vehicle with +/- ***** miles and a **** mile/1 month warranty. I drove it home and drove approximately **** miles over the following week to 10 days, when I started hearing a ticking noise. I called my son, a mechanic, and he came out to look at the car. The oil dipstick was bone dry! He also said there was no evidence of the engine burning the oil, that he believes the dealership did not properly refill the engine oil during the vehicles most recent oil change. I called Leigh ********************** on 8/7/23 and spoke with a gentleman named *****. ***** informed me that Leith Toyota was unwilling to remedy the situation in any way. On 8/8/23, I am scheduled to have my vehicle examined at a local auto repair shop and evaluated for any damage or excessive wear to the engine from the lack of oil, as well as determine the source of the engine noise. I will provide copies of their determination as soon as I receive them.

  

  Business Response

  Date: 08/22/2023

  Hi *******. Leith Toyota towed car back to the dealership from the customer and refunded money to a customer and canceled bank contract. We bought the car back.

   

• Initial Complaint

  Date:06/18/2023

  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.

  On 10 June 2023, I noticed that my passenger rear tire was flat. I noticed that the inside tread of the tire was worn down to the bead. I checked all of my other tires they were worn exactly the same way. This car only had ****** miles on it. When I purchased the car, the dealer is supposed to prep the vehicle which includes checking the alignment. I have had this vehicle inspected on 05/22/2020, 06/07/2021, and 06/15/2022. Along with the inspection on 06/15/2022, I had the ****** mile service done which INCLUDED a "4 Wheel Alignment Inspection". If Leith had done what they were supposed to do when I brought in my vehicle for service, this alignment issue and tire issue would have been found. I called Toyota's ************************** to see if there was a warranty on my tires, but I was told that I need to call the manufacturer of the tire directly. I tried calling Dunlop, but since it was a Saturday, the corporate office was closed. So, I ended up buying 4 brand new tires from NTB ($615.76) and had an Alignment ************** done. NTB stated that the car was out of alignment and the wearing on ALL 4 tires in the exact same location proves just that. I told NTB to leave the alignment like it is so Leith Toyota couldn't say that NTB messed the alignment up. We had a service appointment on 06/17/2023 at Leith Toyota. When talking to the ***************** Manager, ***************************, I told him that we need an alignment and it should be free since Toyota should have already checked the alignment on multiple occasions and did not. I showed the Rep the tires and how the tread was worn down. He told me that I would have had to get the alignment done within 12 months or ***** miles of the purchase date to get a free alignment. I was then told it was MY responsibility to notice if my alignment was out when I have brought my vehicle in for multiple services and inspections where it's their JOB to check this on my services and inspections.

  

  Business Response

  Date: 07/03/2023

  Response to Complaint:

  The last time this car was seen was on June 15th 2022 and it had ****** miles on the odometer.  During the time it was here the 20k service was done as well as a visual inspection of tires and measurements were taken as well as pressures measured of each tire. Each tire was notated at normal wear, please see attachment.  the complaint states that at ****** miles she now needs tires due to misalignment of tires.  this might be true but at time of service that was not the case with us in 2022.  A lot can happen to a car in a year, a lot can happen in ****** miles of driving.  In my 23 years of service i have seen tires eaten up in less than ***** miles due to misalignment.  Bottom line on our end this car in the past year has had ****** miles put on it since it was last seen by us. (noting that service is due every 5k) and that this car could have hit anything in the road such as but not limited to, pot holes, curbs, debris etc.. that could have caused the alignment to go out and thus causing abnormal tire wear.  Unfortunately this does happen and if we had been brought the car at the 25k service this might have been caught earlier and possibly corrected.  

  Customer Answer

  Date: 07/04/2023

   
  Complaint: 20199995
  
  I am rejecting this response because: Even with the car driving another ***** miles, the tread on the tires should not have worn down EXACTLY the same way even if hitting potholes and/or debris. The fact that the services always checked off that the alignment and wear of the tires was good enough to pass means that they never actually checked. This should have been caught well beforehand. Seeing how bad the tires wore and the tread being so vastly different from the inside tread to the outside tread would have been a strong indicator for any mechanic to catch if they were doing their job correctly. NTB said the exact same thing. We werent asking for a refund for our tires, we were just asking for a free alignment because this should have been caught well beforehand. The fact that I work from home and the only mileage I put on the car in the last year was to and from picking my kids up from school and running to the grocery store. The problem is, no one wants to take responsibility for not doing their job. Its sad to see such a good company backing s***** employees because they are too money hungry to care for their customers. No wonder why ************************* Toyota outshines you.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:11/23/2022

  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.

  On January 3, 2022, at 1:00, I took my Toyota Camry into Leith Toyota because my car wouldn’t accelerate passed 60 mph. I also informed the service advisor, *******, that my car would consume a large amount of oil, so much so that I had to get roughly two (2) top offs between oil changes. She made note on my account and Toyota proceeded with their multi-point inspection. By 4:00pm on that same day, the inspection was done. They explained, via text message, that the issue was the exhaust manifold and I asked them if they knew the cause of the manifold malfunction. ******* said it could be a number of things and it was hard to tell exactly what it was. Later when *******r and I spoke on the phone, I asked what had been done to figure out why the manifold failed, and I also asked if the mechanic was certain was certain fixing this would solve the issue. *******r said, “I mean they can’t guarantee, obviously, but these are very skilled mechanics, and they stand by their work.” Based on the information they gave to us, we decided to go ahead with the repairs, which they complete on February 17. Not 8 months later, on October 7, return to Leith with the same issue we had in January, where the car would not accelerate passed 60 mph. This time once they finished the inspection, ******* said the exhaust manifold they just replaced has malfunctioned and that the underlying cause was an issue with the engine and that it would cost roughly $9,000 to fix. I asked *******r if this was also the issue back in January and she said yes. My husband asked why they didn’t they tell us the underlying cause was the engine the last time. We told her we wouldn’t have chosen to repair the manifold if we had been given all of the facts first. *******r said the reason why they didn’t know it was the engine last time was because they didn’t know the car was consuming so much oil. I told her that was not true because it was noted in our file. She then changed her story and said it was because

  

  Business Response

  Date: 12/09/2022

  Thank you for contacting Leith Toyota regarding this matter. Our general manager has been in contact with Ms. ******* ******* as of December 8th & has worked an agreement to her satisfaction. Ms. ******* has decided to sell her 2013 Toyota Camry to Leith Toyota.
  
  Sincerely,
  ****** *****

• Initial Complaint

  Date:10/31/2022

  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 recently misplaced my Toyota Key fob, the spare key I had was in another state and as a result I purchased and reprogramed another key through Leith Toyota, this combined cost $706.02. I specifically asked if I could reprogram the other key once I had my hands on it, I was told yes by the service provider but it was cost $170. I came back for my oil change and brought the other key with me to be reprogrammed only to be told that this key can’t be reprogrammed. Leith needs to make sure that all of their service staff are on the same page, I would have never spent the money for the new key if I knew that the other keys could not be reprogrammed. I previously recommended Leith to everyone who was looking into purchasing a car or looking for service, sadly after this experience I’m rethinking this. I feel like I’ve been scammed.

  

  Business Response

  Date: 11/18/2022

  Thank you for contacting Leith Toyota regarding this matter. Mrs. ********’s 2021 Toyota Venza was towed into our dealership without any keys. The repair order date was August 29, 2022 and the vehicle mileage was 30,599 miles.  When no keys are available, the only option Toyota gives the dealers is to “reseed“ a new master key(s) into the vehicle’s keyless remote system and that process renders any other keys (not available at the time of reprogramming) no longer usable. This is done by design by the manufacture to eliminate the possibility of vehicle theft by using original keys if they happen to be lost. This has been Toyota’s process for many years now and our staff is aware of the requirements (including proof of vehicle ownership) when new keys & remotes are purchased, cut, & programmed. We understand that lost or misplaced key situations can be frustrating for our valued customers however when remote keys are lost or not available, which was the case with Ms. ********’s Venza, unfortunately the only option is to purchase & program a new master key in order to operate the vehicle again. 

• Initial Complaint

  Date:08/18/2022

  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.

  On April 2, 2022 my husband and I signed a contract with Leith Toyota Raleigh and put $1,000 down to order a specific Rav 4 Hybrid. We were told it would take some time to come in, but in order to lock something in, we had to put money down. The car finally came in August 16, 2022 and we came down to pay and pick it up. We were then told that Toyota raised their prices on all cars by $500.00. We explained to the Sales Manager that we signed a contract and that they should honor the price of the contract agreement. It was not our fault that it took that long for the car to come in. He said there was nothing he could do and that the only option is to pay or walk away. This seems to be extortion. We knew he wanted us to leave so that they could sell the car to someone else at a higher price. We did end up purchasing the car, but we want this recorded. It just does not seem legal. We want our $500.00 refunded.

  

  Business Response

  Date: 09/01/2022

  After looking in to customer complaint we issued a refund to customer of $500. Customer is satisfied.

  Customer Answer

  Date: 09/03/2022

  
  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. I also have received the $500 check. I truly appreciate your assistance with this matter!!
  
  Sincerely,
  
  ******** ******