Complaints

This profile includes complaints for Toyota of Nashua's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Toyota of Nashua

  10 Marmon Dr Nashua, NH 03060-5204

  
• 

  Toyota of Nashua

  3 Graham Dr Nashua, NH 03060-5203

  

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:01/24/2025

  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.

  On January 9th 2025 I was told that the water pump on my 2019 Highlander needed to be replaced and I was quoted $1773.26 for the service. According to ***** Blue Book, the high end for this would be under $1200. I took my vehicle to a different dealer and I was informed that the water pump did not need replacing. On January 7th, 2025 my service advisor recommended the *** valve on my 2019 Rav4 be replaced due to mileage. I was charged $604.84. *** fair pricing for this service at a dealer is $247. Come to find out, the other dealership questioned why I had the *** valve replaced on both of my cars by Toyota of Nashua because that is a non standard mileage service.I am thoroughly dissatisfied with the unethical, unprofessional, and dare I say unpatriotic business practices used by Toyota of Nashua. Apparently their service advisors make a habit of both upcharging on parts and service and recommending unnecessary *********** a veteran I expect businesses to operate with a modicum of integrity and not ******* people.

  Business Response

  Date: 02/07/2025

  We did in fact recommend a water pump on your 2019 Highlander for $1773.26. I have reviewed the Technicians recommendations and found them inconclusive. It is not un common to have differing opinions on a mechanical recommendation and I would be happy to have another technician at our shop review the initial recommendation at your convenience for their opinion. As far as pricing, all shops are independently owned and using differing pricing guides as there are no universal pricing (as is the case in most industries). We provide estimates for the cost of services rendered at our dealership and compare market pricing on a regular basis. While there is not a manufacturer interval recommending a time or mileage, it is standard and customary for repair shops to make maintenance recommendations based on their experience, climate, and value provided to their customers as a preventive measure. PCV valves that malfunction can cause an engine to burn a significant amount of oil that can cause engine damage, and there is no "testing procedure" for them, which is why it is recommended as a preventative measure. 

• Initial Complaint

  Date:06/19/2024

  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.

  Went for my last free service at Toyota of Nashua on 4/4/2024. This included the complimentary ****** mile services, one last free oil change, multipoint inspection, rotate tires, visually inspecting brake linings/drums and brake pads/discs, inspecting the ** Battery cooling intake filter, checking installation of drivers floor mat, inspect and adjust all fluid levels, complete multi point inspection and inspect wiper blades. My mileage upon arrival was 24,499.Upon utilization of wiper blade fluids when it was needed shortly after this maintenance, it was found that the wiper fluid was never replaced and topped off as there was literally no wiper fluid when engaged. I needed to purchase my own wiper fluid due to this. I then realized the week of 6/17 that the oil had also not been changed as the sticker on the front windshield had never been changed and still indicated service at approximately ****** miles. ********** my vehicle has been having issues of feeling like it shifts gears when it should not making the vehicle jerk back and forth. A warning sign also appeared on the dashboard after attempting to break. I reached out to the service department and left three voicemails regarding this with a request to have my call returned. I also left a voicemail with the service director who has also not returned my call to date. This needs to be rectified ASAP before damage occurs to my vehicle given the work that was stated was done, was not completed and I have yet to receive a call back from Toyota from ****** and also from the service department director whom the voicemails were left with. I also want a refund for the wiper fluid I purchased since it was not done as Toyota indicated it was based on the receipt. If there is any damage to my vehicle due to the oil not being changed, Toyota should be responsible for repairs and paying for the repairs. Tires appear worn down as well indicating an inspection and rotation also never occurred.

  Business Response

  Date: 06/28/2024

  Hi,

       I spoke with our guest and explained and reviewed her invoice explaining that an oil change is not included in her 25K service, which she understood. We set up an appointment for 6/25 to re-check that her 25K service was properly completed because indeed her maintenance sticker had not been properly replaced in April when she was here. As I explained to her it is impossible to know weather the washer fluid was properly topped off almost 3 months later but that we would be happy to fill it and reimbursed her for what she purchased elsewhere. We also test drove the vehicle for the erratic shifting concern she had as well as scanning for codes and found no codes and did not verify her concern. This was done at no Charge to her as her vehicle still has a factory warranty. I am aware of No further needs of this guest at this time.

  Thanks

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

  Customer Answer

  Date: 07/02/2024

   
  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:05/15/2024

  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.

  purchased 2021 Jeep Cherokee 5-07 24 from Nashua Toyota, a few days later took it to my garage Concord st Motors for sticker and review. My mechanic states it needs new tie rod replaced to pass inspection and Nashua Toyota placed a new inspection sticker on vehicle but didn't inspect front end. it appears Nashua Toyota places sticker on car to hide any safety issue therefore avoids fixing vehicle. I believe this is deceptive practice in delivering a used vehicle to the public. ****** ****** ************ looking for $300 for parts/labor/alignment

  Business Response

  Date: 09/12/2024

  Service Director has left voicemail for guest and not received a call back. While we did a complete State inspection, we do understand it is possible that another State inspection station had a different opinion or specification they used to determine an issue. While we would have expected an opportunity to inspect and correct the concern, it apparently was repaired without our shop being alerted or able to correct the situation. That being said, as a matter of good faith we are willing to reimburse the guest for the actual amount paid (Approximately $300.00) to the other shop. Please contact **** ***** at ************ or at ************************************ with the proof of payment and we will process the reimbursement to the guest.

• Initial Complaint

  Date:05/07/2024

  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 am writing to file a formal complaint against McGovern Toyota of Nashua regarding a recent car purchase experience that has left me deeply dissatisfied. On April 17, 2024, I purchased a 2020 *** X7 from McGovern Toyota of Nashua, which was advertised as being in stock and ready for immediate delivery. However, upon my visit to the dealership, I was shocked to learn that the car was not on-site but instead in the possession of one of the managers from another store. Additionally, I was informed that the vehicle had not yet undergone the necessary safety servicing. This unexpected turn of events was both inconvenient and contrary to the assurances provided in the advertisement.Furthermore, during my inspection of the car, I discovered a noticeable dent that had not been disclosed during the purchasing process. This omission is particularly troubling given that the car was advertised as ready for delivery, implying that it had undergone a thorough inspection.While I understand that oversights can occur, I expect prompt and satisfactory resolution to these issues. Specifically, I am requesting immediate repair of the dent and clarification on why the car was not fully serviced and prepared for delivery as advertised.Moreover, I find it unacceptable that I was required to make the first payment without taking possession of the car. This has resulted in both financial inconvenience and a lack of utility for the purchased vehicle. Despite my attempts to address this matter with the dealership, I have received no response from the general manager regarding my request for reimbursement of half of the monthly payment.Nor did he provide any response as of how to rectify this matter.

  Business Response

  Date: 05/28/2024

  We already fixed the dent and painted it and handled everything agreed upon between her and the sales manager involved. Customer is the daughter of one of our sales consultants. A BBB claim was uneccessary in this case.

• Initial Complaint

  Date:01/12/2024

  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.

  Toyota of Nashua NH owes me a refund on the extended warranty purchased on 2016 Toyota Tacoma for 120 months or 75,000 miles. The Tacoma was sold 1-27-2023, with 29,142 miles and 36 months left on contract. With no claim being filed. 2-2023 I contacted Toyota of Nashua about the sale and request refund. They submitted my paperwork, a couple of months later, I contacted Toyota about the status of my claim, they resubmitted my paperwork. 8-3,2023 I called ******, Underwriter Service Corp, directly. They did not have any cancelation on file, I faxed the paperwork to ****** and they said they would cancel the policy as of the sale date, but the refund would have to come from Toyota of Nashua. 9-2023 I spoke with Alex C***** Business Manager, he again submitted the paperwork and he said, They would get back to me by the end of the week. No response. 10-2023 I spoke with Jose F********* Business Manager, he again submitted my claim and would respond by the end of the day. I still have not had any response from Toyota of Nashua. 11-3-2023 I accessed the message board of Toyota's national website. Tracy responded the someone would handle this complaint and contact me. I have not heard from anyone at Toyota.

  Business Response

  Date: 01/13/2024

  Hello,

  We have been in contact with Mr. ********* and have resolved the matter. We will be mailing him his warranty refund from ******. We apologize for the delays and time that has passed waiting for this to process.
  

  thank you!
  

  Keith

  Customer Answer

  Date: 01/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *****767, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:10/05/2023

  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 recently went to the Toyota Car Dealership located at 10 Marmon Dr. Nashua NH 03060 to have my car inspected. I paid for the inspection and after, I was told that my car didn't pass because of the drive belt. Previously, I was at the same dealership for some knocking noises. I was told I had to pay a diagnostic charge of $139.00. I should have left right then and there. I paid and they came back to saying I needed to replace 2 filters, spark plugs and the drive belt. I paid them the $139.00 and left without getting the work done. My son suggested I take my car to his mechanic who works on his business trucks. I did and he did replace the spark plugs and filters but said the drive belt was not worn or cracking. The Toyota service agent (Andrew G*********** stated that I would need to have the belt replaced at the (cost of $237.71) and pay another $20.00 for the inspection sticker. I went home and Googled what parts of a car are required to be inspected for a NH State inspection. There were 8 items listed and not one of the was the drive belt. The next day I went to another independent garage and asked for an inspection. I told him that I was at a Toyota and they failed me because of the drive belt. His response was "What does that have to do with an inspection"? I replied "Exactly". My car was passed and I received a sticker. I am exasperated by how dishonest this Toyota Dealership is with their customers and I guess the only recourse I have is to report their dishonesty. However, it cost me $44.95 at Toyota and another $45.00 at the other garage. But I did save $237.71 for a drive belt that I didn't need and another $20.00 for the inspection sticker they denied me. Sincerely, ******** ********* * ******** ******* *** **** *** ******* ** *****

  Business Response

  Date: 12/21/2023

  Hi

        I have reviewed this concern and spoken to the Licensed State Inspector who performed this inspection, and she quoted the following statue in the NH state inspection laws Saf-C 3211.07 (a) (13) which I have attached. It was her professional opinion as a licensed state inspection technician for many years, that the belt in question met the criteria as having cracks in it which could result in failure. While it is understandable that another licensed Technician elsewhere may have made a different judgement on the condition of the drive belt and passed it, this does not indicate either judgement is dis-honest. While we stand by our decision to fail the vehicle for NH State inspection, as a sign of good faith and for the customers in-convenience we have refunded the $44.95 paid to us that the guest had to also pay to another shop to get their sticker. 

  Thank You,

  Jeffrey P****

  Service Director

• Initial Complaint

  Date:07/21/2023

  Type:Sales and Advertising 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.

  Today, friday July 21st in the morning I receceived a e-mail offering and soliciting car purchase and iffers from TOYOTA OF NASUA, at 10am, I received a phine call from ###-###-#### from an undentifued lady which I could not make up the name. She might be a recepcionist or internet liason. Asking me of kind of car I was interested and after I gave all the details she inform that the dealership does sell outside New England area. Then I mentioned that she was calling plus I have received and e-mail and they never mentioned in on it and she was discriminating against New York residents and she started gigleling and laughing disrespectfully at me. I hope I receive and apology as when an correction of the internet text and solicitation explaning of salling outside NE I am. 78 year old senior and felt disrespected think I deserve a better treatment and not being disappointed.

  Business Response

  Date: 08/01/2023

  Dear ******,

  Thank you for making us aware of your recent experience while contacting us. On behalf of the dealership, I apologize for any frustration and inconvenience on our part during your conversation with one of our internet representatives. We pride ourselves on strong customer relations and take any negative feedback seriously. In regards to selling vehicles outside of New England. We sell used vehicles outside of New England for their availability is less challenging than new vehicles. At any given time over the last couple of years we’ve never had more than 20-25 new vehicles physically on the ground. We receive calls daily from customers all over the country inquiring about new vehicles due to same brand dealers in their states dealing with same shortage. That’s left us with the hard decision of making sure we have inventory for our local community and long term customers. I hope this brings some understanding to the situation and I apologize if things weren’t translated in such a way. The last thing we ever set out to do is upset any potential customers and guests. I hope this finds you well. 
  
  Sincerely,
  

  Keith J****** 

• Initial Complaint

  Date:12/06/2022

  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 took my car to the dealership to find out why the check engine light was on. I was informed that it could be the gas cap. I authorized them to replace the gas cap and also do an oil change only. When I went to pick up my car, was given an invoice of $1092.20 When I asked why it was so much money, I was informed that they had done some major work on my car. I explained to them only thing I wanted done was only to replace the gas cap and oil change. Couple days after the check engine light came back on. I took the car again to them and again they wanted to charge more money.

  Customer Answer

  Date: 01/05/2023

  This consumer called BBB and indicated that the business had resolved this complaint to their satisfaction. 

• Initial Complaint

  Date:09/09/2022

  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 purchased a 2019 certified pre owned Toyota corolla from Nashua Toyota on Sunday September 4th. Modesto sold me my vehicle and left me with Kevin where I signed papers.. I felt extremely rushed due to them being closed. I had gotten there around 2:45-3:00 pm. I traded in my 2015 Hyundai Tucson which I know NOTHING about. I was not given any paperwork what so ever when I left there other than a yellow paper for inspection because he “owed me” a sticker. Kevin and I agreed to meeting wed 9/7 at 5:45-6pm per email. I had also let him know that the car wasn’t detailed he agreed to look Wed. I then went into Toyota around 4 Wed, was made to wait for more than an hour to talk to the sales manager after I was told 5 minutes an hour prior. They were very inconsiderate. Only offering to clean it. 2 days later they want me to bring it in. that’s 2 more days of living in absolute filth. After asking the sales manager for copies of what I signed he told Modesto to go get them. he left and came back with nothing. I asked again he went and said he was busy with someone. This is PAST the time I was meeting with him and he knew I was there. I asked one more time as it was now after 7. At this point I felt even more uncomfortable and just wanted to leave. I needed to put my 8 year old daughter to bed as Im a single mother. Modesto leaves and I go in 10 mins later to check and “he’s with someone” so you skipped me and almost a week later I’m in a filthy car with no copies of any paperwork. I have no inspection Sticker. No info on my loan or even who it is through or what my warranty’s are no info to give to my insurance also get it registered. I asked them to just take it back I had a bad taste in my mouth from the start. I was balling my eyes out to just take the keys and Keep my deposit and my trade in and let me go somewhere else where I don’t feel anxious because now I feel very taken advantage of. I’m supposed to bring it in 9/9 to be cleaned but I am terrified to go.

  Business Response

  Date: 09/20/2022

  Hello *****,

  My name is Mutaz M****, I'm a sales manager at Toyota of Nashua. I read your complaint and I apologize for what happened and sorry for the not good experience you've gone through with us.

  I would love to chat with you so we can solve this issue. Please expect a call from me on Thursday 9/22/2022 in the morning. In the meantime, please feel free to reach out to me at my direct extension 603-816-2883.

   We strive to make every customer happy and what happened with you does not represent Toyota of Nashua. We will make things right.

   Best regards,

   Mutaz M****

• Initial Complaint

  Date:08/01/2022

  Type:Billing 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 was in for service on 7/25/22 for a noise in my car. The service advisor stated there would be a diagnostic fee, I understood that. While waiting I get a text stating there needs to be over $3000.00 of work done. I approached the advisor and asked why is it every time I come for service nothing is ever covered under the warranty that I purchased from Toyota. He said he didn't know. Then I asked him to find out. Well he said he would call the warranty company and see. So after 5 minutes I approached him again and he stated "they will cover it". I thought this strange due previous times going in they did the same thing. So when I got home I called the warranty company and had them check out other services done that I paid for myself. Well come to find out on 9/8/21 a repair that cost me $560.93 and on 1/21/22 a repair that cost me $839.76 was covered. I then called Toyota of Nashua on 7/25/22 left a message for the service manager asking for a refund, called the next day and left a message with another person for the service manager, called several more times through the week , left messages with several people and also left a message for the general manager, Keith, asking to be refunded. I am just trying to get my money back that should have been submitted to the warranty company. I am getting the run around and have been more than patient trying to get an answer from them regarding my refund of $1400.69. I have been a customer there for over 20 years (maiden name *****) and I am disgusted by the treatment I have received! The vehicle was purchased on 1/25/20 with 78542 miles, and currently has 95511 miles. So it is not driven that much.

  Business Response

  Date: 08/23/2022

  We resolved this concern with the customer to their satisfaction to include agreed upon credit.