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:09/25/2024

  Type:Sales and Advertising 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 September 9/10/2024 I traded my Camry 2013 for a Corolla LE 2024.The car total price with gap insurance is $41,190.83 and with a down payment of $1,000 and $40.00 for the registration. I was promise that they will pay off my car $8900 at Carmax (Camry 2013). I called ****** and they said no checks was issued regarding the pay off of the Camry and i have to pay the monthly. I called toyota ******* to connect me to the finance department and they are just giving different dates 9/16 and 9/19 that the checks was sent but i don't believe that. i just want the camry to be paid off on what they promise.

  Business Response

  Date: 09/26/2024

  A check for the payoff went out on 9/16/2024.  It should payoff by next tuesday.

  Customer Answer

  Date: 09/26/2024

   
  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:08/23/2024

  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.

  Purchased Car and immediately shipped it to ******. A lady said I had to register in NV first, then register in ****** after. But that is not the case and I wasted $800. Need some clarification and a refund. Someone claiming to be from the dealership registration ***** texted me from ************.

  Business Response

  Date: 08/27/2024

  *** called and spoke to ***** and he ended up hanging up.  Will call him back tomorrow.

  Customer Answer

  Date: 09/10/2024

  This is not closed.  They hung up on me.  Some guy called me later.  Said h*** see what he could do.  And never called me back.  Dont even close this because they havent rectified the situation.  In fact they inflamed the situation with their arrogance.

  Business Response

  Date: 09/12/2024

  The Customer Relations Manager spoke to **** ***** the Internet Director and **** **** the ** about the situation.  The customer bought the car here in ** with a ** address and a ** drivers license.  The dealership collected the ** taxes and issued a DRS which is the paperwork that is issued to register the car in ***  The *** called today and spoke to ***** and explained that if he would have wanted to do anything different with registration he would have had to call the ** DMV and the Hawaii DMV before buying the car.  The ** is not prepared to refund the $800.00 for the ** registration.  The *** asked ***** why he didn't wait to buy it in ****** since he says they were leaving right away and he responded that he would have had to pay thousands more over there.  As far as Findlay Toyota is concerned this is a closed case and the customer is aware of it.

• Initial Complaint

  Date:04/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my 4Runner in to get an oil change. During inspection they found leaking oil from shocks, they had to replace the suspension system and after they did the repair they did not install the side steps that were on the vehicle correctly. Therefore they do not operate correctly and are refusing to fix what they messed up while it was in their shop for service.

• Initial Complaint

  Date:03/28/2024

  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.

  On March 6th 2023 we brought our car to Finely Toyota as the paint was pealing all over the car. They took the car to ************************ ******************************* and paid to have the Hood, Fender, Windshield, Pillars, Rocker and Floor, blended the front door, rear door, repaired quarter panel, trunk lid, rear bumper, pained. When we received the car back the car alarm was taken off and not put back on. Toyota advised there was nothing they could d. On Feb we brought the car back due to heavy paint pealing on the truck lid and rear bumper. The car was painted and delivered to us 2 weeks later with the driver door handle still pealing. Toyota took the car back and is advising we must pay for the following parts of the car to be painted again. Roof, Front door, Rear door. These are the same parts they painted less then a year ago and I do not feel we should be paying for it. We would them to pay the painting and replace the car alarm.

  Business Response

  Date: 04/08/2024

  *** called and spoke to ******* and explained that there is nothing else we can do. He need to call Toyota and see if they are willing to help him out.  Toyota has declined the repair.

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21500387
  
  I am rejecting this response because:On page 2 of the 2014 Corolla CSP it says they repainted the rear doors in March 2023. That is the part of the car that is peeling. Kaizen Auto was trusted to do a complete paint job of the car, and Toyota themselves said ****** did not complete the job properly 
  
  Sincerely,
  
  ******* ` ******

  Business Response

  Date: 05/10/2024

  ********************* the Service Manager had an appointment with ******* to inspect the vehicle but he didn't show up.  ***** is going to reach out again today to see if we can reschedule it.

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21500387
  
  I am rejecting this response because: ***** told me he would setup the meeting with ****** but, did not call me back to tell me what time or day it would be at. 
  
  Sincerely,
  
  Marquis ` ******

  Business Response

  Date: 05/17/2024

  ******* is bringing in the vehicle on Tuesday 5/21/24 to have the left rear door painted.  *********** Director **** De La ****** is taking care of it due to customer loyalty.

  Business Response

  Date: 05/17/2024

  Marquis is bringing in the vehicle on Tuesday 5/21/24 to have the left rear door painted.  *********** Director **** De La ****** is taking care of it due to customer loyalty.

• Initial Complaint

  Date:03/07/2024

  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.

  charged me a *** fee $40 without providing any service in exchange. No refund. I asked them not to run my credit again on 3/6/2024 and they still did! They have damaging my credit even more. Shady business practices was told I was financed for a vehicle signed all required paperwork and paid the *** fee, I took the car home month and a half later find out that wasnt the case. So I had to return the vehicle. My security deposit was returned only after having to call ********* police. I suffered emotional distress. Missed important doctors appointments as a disabled veteran. I am now Car less.

  Business Response

  Date: 03/07/2024

  CRM spoke to ****** and he did receive the $1125.00 and a refund for the $40.00 has been submitted.  It will back on his car in 3-5 days.

• Initial Complaint

  Date:02/06/2024

  Type:Sales and Advertising 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.

  This is what was written to the dealership and events that happened. They used bait and switch tactics. My name is *********************** and my wifes name is *************************. We are both in the military and we purchased a car yesterday but your salesmen lied to us about the warranty. We paid for the car price and fees with $21,566.40 cash and a $15,000 check form ****************** We wanted to pay for the warranty differently and we paid $2,195.00 on our credit card. After making our payments, we went to talk to the guy to sign all the documents. I asked where the paperwork was for the warranty and he said it was online. Our salesmen ******************* gave us paperwork for the warranty but it was just information about it but nothing saying we have a warranty. **** used ************************* and told us that he was the finance manager and he would be helping us with the price and warranty. **** took off $500 off the price since we are military. I kept asking to see the warranty paperwork and I never got it. After spending 5 hours at the dealership, thats when we signed our paperwork. When I got in the car again I asked about the warranty and didnt receive anything about it. When I got home I realized that **** stole money from my wife and I. We are both in the military and we cant afford to buy a car like this. The only reason we bought a car like this is because it was a gift from my grandfather who past away in June. We put down the rest of our own money to make up the difference. I really thought **** was being honest with us and I didnt think Toyota Dealership did this. This is really said if Toyota does not honor what this salesmen has promised especially since our whole family is a Toyota family. I would like to get what was promised to us, or return the car and receive a full refund, or take off the charge of the warranty. This is sad if this is going on at your dealership.

  Business Response

  Date: 02/06/2024

  Gay **** the Customer Relations Manager called and spoke to ***** and we have emailed the extended warranty paperwork over to him.  He is happy.

  Customer Answer

  Date: 02/07/2024

  I have received the Propper paperwork and things should be okay now.  Thank you.

  Customer Answer

  Date: 02/07/2024

   
  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:01/22/2024

  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.

  For several years, I have serviced my vehicle at this location on a routine basis. Recently brought the vehicle in due to what was perceived as a significant issue. I was quoted almost $7,000. I was told my engine needed to be replaced. I specifically asked for ******************* and shop ****** to inspect, diagnosis, and recommended what needed to be done, to handle the situation. In my opinion, I was lied to. I obtained a second opinion. I blew a gasket and needed a few other parts to restore the vehicle to working condition. It cost me $2,400.00. This is the second Findlay dealership to s**** me. The first was Findlay Chevrolet. They had the same recommendation, and almost at the same price. No other dealerships serviced my vehicles. I am of the opinion, this may be related to a case, I am involved in as a witness here in Clark County. Case # C-22-******-1. Prior to this complaint being filed, I spoke with the service manager at Toyota. My service provider was present and he offered a $1,000 reduction on the quote. He appeared very confident I would take the deal. I do plan on reporting this to law enforcement. I want to speak to the owner to resolve this issue.

  Business Response

  Date: 01/31/2024

  Customer brought his vehicle in for an issue.  Our service department looked at the vehicle and determined it was better to replace the engine than try to repair the one he had.  There were signs of issues with the combustion chamber due to a blown head gasket or other internal failure.The customer declined and took his vehicle elsewhere. No money was ever collected. The Customer Relations Manager tried to reach the customer but was unable to due to no voicemail.
  

  Customer Answer

  Date: 02/15/2024

  I requested to speak to the owner of the company based on my complaint. Nothing was provided in writing stating what management claims was wrong with the vehicle. I did not receive a notification that a response from the business was received. What was stated as wrong with the vehicle, wasn't communicated to me. 

  Business Response

  Date: 02/22/2024

  I have tried several times to speak to ************************ and have been unsuccessful.  I did send him a text letting him know I was going to close the BBB complaint.  It seems he is requesting a refund by according to the service department he never paid the bill.  Nothing else we can do.

  Business Response

  Date: 02/23/2024

  I have tried several times to speak to ************************ and have been unsuccessful.  I did send him a text letting him know I was going to close the BBB complaint.  It seems he is requesting a refund by according to the service department he never paid the bill.  Nothing else we can do.

  Customer Answer

  Date: 02/26/2024

  Hello. 

   

  I received a text message from ************ On Monday February 19. I was called at approximately 6:30pm, that same day. I didn't expect to here from ****** so late in the evening and requested a call prior to 5pm. On Tuesday Feb 20th, I received a response that they would try and connect on Friday the 23rd of February. I was asked to come to the dealership if that would work better and unfortunately, it is not an option. I did not receive a call on Friday as expected and texted the same number at 3:12 pm as a reminder they can call me since, I was available to speak. The pending charge that was mentioned in the previous notation is for my rental. Its not for anything owed on the vehicle in question. As I stated once before to another employee, I have no issue paying the bill once this matter is resolved. I did receive a call from Finley  on Feb 22 @ 1:51 which I wasn't expecting and was not able to take the call. I received a call on Feb 24 @ 10:28 which I also wasn't expecting and again was not able to take the call. Why wasn't I called at the agreed time and day? If you need copies of the text message, please let me know, I will upload it.

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21171153
  
  I am rejecting this response because:

  Hello. 

   

   

  I received a text message from ************

   On Monday February 19. I was called at approximately 6:30pm, that same day. I didn't expect to here from ****** so late in the evening and requested a call prior to 5pm. On Tuesday Feb 20th, I received a response that they would try and connect on Friday the 23rd of February. I was asked to come to the dealership if that would work better and unfortunately, it is not an option. I did not receive a call on Friday as expected and texted the same number at 3:12 pm as a reminder they can call me since, I was available to speak. The pending charge that was mentioned in the previous notation is for my rental. Its not for anything owed on the vehicle in question. As I stated once before to another employee, I have no issue paying the bill once this matter is resolved. I did receive a call from Finley  on Feb 22 @ 1:51 which I wasn't expecting and was not able to take the call. I received a call on Feb 24 @ 10:28 which I also wasn't expecting and again was not able to take the call. Why wasn't I called at the agreed time and day? If you need copies of the text message, please let me know, I will upload it.

   

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

  Customer Answer

  Date: 03/05/2024

  Hello,

   

  On March 2 @ 2:38 I called and left a message on voicemail. The phone number I called was ************. Again, they can call me anytime this week after 3pm.

  Thank You

  Business Response

  Date: 03/18/2024

  ************** ****** the Service Director spoke to customer and taken care of his issues.

• Initial Complaint

  Date:11/15/2023

  Type:Sales and Advertising 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 October 12, 2023, I bought a new car at Findlay Toyota *********. We discussed the *** price of $32,000. When discussing, Salesman *** went to prepare the agreement, then asked me to trade the old car in for $10,500. we've paid $22,331. I didn't know that I had been cheated. The problem here is that the total of these three payments exceeded the *** price by $831, and I had to pay the vehicle registration fee myself. After that I had felt that something was wrong. I went back to the dealership on November 13th and called the manager: ****. Who had reported the same situation. He said he'd call us the next day, but never did. I sent a message to *** who told us that they would pay for vehicle registration fee. Just not the overpayment of $831 (meaning I had to pay for it). I myself, personally understand that it's *** price including registration fee.

  Business Response

  Date: 12/02/2023

  Customer spoke to ********************* the sales manager and he is refunding the $831.00. The check will be ready Monday and the customer will be called.

  Customer Answer

  Date: 12/18/2023

  yes , I want to  confirm this complaint has been resolved. we can closed this case now .thx!

• Initial Complaint

  Date:10/16/2023

  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.

  I purchased a 2014 RAV4 from Findlay Toyota on August 4th with a down-payment of $10,000. Before purchasing the vehicle, I was alarmed by the Carfax because it said it spent most of its life in ********, which made me concerned about rust is***s. I was assured multiple times and told explicitly that they would not sell me an unsafe car and that any rust is***s would be taken care of - I would not have made the purchase if I wasn't promised a safe and reliable car. After 4 days, on August 8th, I was hit by a city bus driving in the bike lane, and my front end was damaged. When I received my car from Gerber Collision a month later, the rear differential was making a grinding noise. I asked ****** if this could have been caused by the accident and they said no, it has nothing to do with the accident. I was told by ****** to take it to Findlay and get them to fix it under the powertrain warranty I purchased with the vehicle. I was then put into a rental through Toyota, assured that my rental would be covered by the warranty company, and wouldn't take less than 5 days - the limit of days that the warranty company would cover. On day 5, I went back to ask what was going to happen with the rental, and they told me "don't worry about it." It took more than a week to have an adjuster look at the vehicle, and I was forced to pay Toyota $525 for the rental because originally, the warranty company claimed that the is*** was caused by the accident. After another month of deliberating, both my insurance (USAA) and the warranty company (Veritas) claim that the rear differential is*** was caused by pre-existing conditions, i.e. the rust is*** I was worried about in the first place. After speaking with a manager at Findlay on October 11th about the situation, they said, without provocation, "You're not going to get anything from us, you need to *** your insurance company." I need my car fixed, and I need a refund for the rental.

  Business Response

  Date: 11/03/2023

  ***************************** the Service Director spoke to ******** and he said he has obtained an attorney and is going after his insurance co.  He took it to an independent service company and the issue is due to the accident.  Findlay Toyota is not involved.

• Initial Complaint

  Date:09/26/2023

  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.

  Went in for routine 5k mile service on brand new vehicle. Once leaving, the car started to shake violently. Went back and found to have a bulging tire and curbed rim that were not present at drop off. They refused to accept blame for this and wanted me to purchase a new tire for $300+I want my rim and tire replaced as they damaged them while rotating them or hit something going to /from the garage.

  Business Response

  Date: 10/10/2023

  Service manager ***************************** and ********************* have both left messages for **** and the *** sent a text.  We don't have any record of this customer coming into our service department.  Please let me know if this was sent to the correct dealership.