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:04/07/2025

  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.

  Ask: New Rochelle Toyota to honor Purchase Agreement for 25 Camry LE AWD, All-Weather Package, Convenience Package, All-Weather Floor Liners, State Emissions - $1000 down payment (attached).Context: New Rochelle Toyota is attempting to cancel my 2/9/25 Purchase Agreement (attached) without my consent because I rejected the vehicle they provided, VIN *****************, due to transit damages (attached footage):1) 3 scratches 2) Both front door corners bent 3) Misalignment and/or loose molding (not under warranty if resulting from transportation or adjacent part, as per the manual cited below)- As per NY DMV regulations and Toyota **************** Policy (attached), all vehicles must be inspected, reported and repaired or replaced if damaged in transit, prior customer handover.- ********************** did not fulfill the Purchase Agreement, per latter requirement.- I filed a case with Toyota *********************** (***) on 4/2/25 and informed ******* ******, New Rochelle Toyota Director of Operations (see email trail).- *** ****** assigned the case to ***** *** (General Sales Manager), who offered to only repair the scratches. - Between 2/12/25-4/4/25, the dealership has tried to bully me to cancel my Purchase Agreement numerous times:1) 2/12/25: ******** ***** (Sales Manager) and ******* ****** (Salesperson) attempt to fulfill my order with a Camry LE FWD, after *** ***** confirmed in 2/11/25, 6:09 PM call the vehicle is an AWD (see call record screenshot). Alternatively, they suggested I cancel the order. a. 3/5/25: *** *** assigns a 25 Camry AWD to my order, after not receiving an update on my purchase for 24 days (see email). 2) 2/19/25: *** ***** raises his voice to encourage I cancel the Purchase.3) 4/2/25: ******* **** (Sales Manager) demands I either Cancel the Purchase, accept the damaged vehicle or I order a new build and pay for recent tariff.4) 4/4/25: *** *** notifies me he will cancel my Purchase Agreement, which I protested to *** *******

  Business Response

  Date: 04/09/2025

  We provided car that customer requested customer found hair line scratch on ****** which we offered to fix  customer refused repair

  we offered a refund customer refused refund

  we have exact incoming car for customer however never responded if we should reserve car

  Customer Answer

  Date: 04/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  1) The car was rejected not only due to a hairline scratch, but because both the driver and the front passenger doors were bent and misaligned and the molding was separating, as was backed by footage in previous communication and in the original Better Business Bureau (BBB) complaint submission.
  2) *** *** and *** ****** were originally refusing any resolution except the refund of my deposit. All communications were requesting a refund of my deposit until I declined repeatedly and a replacement vehicle was only offered to me after they received my BBB complaint.
  3) As per the attached emails from April 7-11, I requested the specs of the replacement vehicle to ensure that it matched the specifications of the agreed upon car that I have purchased, since this dealership has already tried to fulfill my order on February 12 with a lower value vehicle. This request was only answered on April 9.
  4) I request that the BBB continue to hold this case open until the delivery and acceptance of the replacement car that I accepted within 7 hours of receiving the vehicle specs from *** **** On April 10, *** *** emailed me to inform me the vehicle would arrive by mid-May, however as of April 11, the vehicle delivery for VIN ***************** is not dated on the Toyota Motors and New Rochelle Toyota websites (see attached screenshot).

  I have emailed *** ****** and *** *** for clarification to this confusion (refer to e-mails from April 11 in the attachment). As can be seen in the attachment, *** ****** sent an unfortunate email asking if I am rejecting the vehicle with a 1-day turnaround, after I simply asked for clarification of a delivery date, further emphasizing my request to keep the BBB complaint open until the delivery and acceptance of the replacement car.

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

  Customer Answer

  Date: 04/17/2025

  Thank you for your prompt response. I have a few items I am unclear on that I would appreciate your clarification on, as this is my first time submitting a complaint to the BBB:
  
  1. Can you please clarify what is the additional information that is being requested?
  2. I am a little bit confused, can you please define the mediation process as I thought I was in mediation until New Rochelle Toyota completes their commitment to the mediation, which is to me delivering an acceptable New vehicle?
  3. If the case closes before I receive the car and I send you a request to your email ***************************************** to re-open the case, will the case definitely be re-opened until my car arrives?
  4. I have another concern. May is incredibly busy due to work travel and because of religious practices. I have voiced my schedule considerations multiple times to the dealership to no avail of a response. Additionally, there is still no indication under the vehicle listing in the Toyota Motors website and New Rochelle Toyota dealership website that the vehicle arrival date is mid-May, as communicated to me by *** *** (see below the links to the vehicle listings for the vehicle *** *** assigned to my order). I am concerned the dealership location will deliver the vehicle on a day that does not work for me and will accuse me of not picking up the car. How do you propose I approach this, as I continue to voice my availability to no avail?
  
  New Rochelle Toyota dealership website and Toyota Motors website listings for VIN ****************** assigned to my order (vehicle arrival is listed as "Vehicle is in build phase. Contact dealer to confirm availability.", as in image from previous communication):
  
  - New Rochelle Toyota listing: **************************************************************************************************************************
  
  - Toyota Motors listing: **********************************************************************************************************************************
  
  Thank you again for your continued patience and support. I look forward for hearing back from you.
  
  Regards,
  
  ****** **********

  Business Response

  Date: 04/22/2025

  I don't know how to respond to this customer anymore

  we are getting her exact car she wants 

  but never seems to be happy

  nothing further can be done

   

• Initial Complaint

  Date:07/15/2024

  Type:Delivery 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 16th, 2024 I entered into a contract with New Rochelle Toyota to purchase a new 2024 Toyota Sienna.On April 16th, 2024 I paid $1,000 upfront for New Rochelle Toyota to deliver the car (Amex ******************)We contact New Rochelle Toyota to get an update on delivery dates on :June 1st - Phone June 12th - email July 7th - email July 9th - email July 12th - email New Rochelle Toyota does not respond to emails and refuses to discuss delivery date. In all emails in July I have requested refunds with no response or contact.

  Business Response

  Date: 07/15/2024

  Due the limited availability of the Toyota Sienna produced , we are unable to fulfill customer's order. Typical wait time is minimum of 4 month depends on the trim level. And Due to CDK software outage, we are unable to verify the deposit amount until now. We are processing the refund tomorrow July 17 and should reflect to customer's account within 3 to 4 business days. 

  Customer Answer

  Date: 07/17/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:11/16/2022

  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.

  Date of Transaction- 11/12/2022 Total cost- $2,409 Dispute- I had spoken on the phone with the mechanic regarding cost of car brakes repair for a vehicle they quoted me $1400. They had also spoken to a person listed on account name ***************************** (relation-family) and stated it would be $2,400 due to needing necessary and vital extra repairs for the vehicle at an extra $1,000. The service representative did not inform me of the extra costs when speaking to me on the phone and stated because I never asked about the extra charges it was assumed authorized by the other person. I informed the mechanic did not want extra charges and they denied my request to adjust bill, I was called young dumb and stupid by the manager. They stated no bill will be adjusted. The car owner did not authorize any extra services, were coerced into the services and were berated and insulted by the company. I am filing a complaint against the business to face bill adjusted to costs wanted by the customer and for the insulting remarks.

  Customer Answer

  Date: 11/17/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:06/15/2022

  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.

  June 7th 2022 I brought my Toyota Sequoia **** to the Toyota company located on *************** in New Rochelle for the air conditioner, brakes and wheel alignment. The price for the following services was $3,687.62. I live in the Bronx and needed a loaner car and was told there was none available because all of their cars were sold due to the pandemic. I had to take a taxi home from this dealer and back again the next day. I was informed everything was fixed. By the time I arrived in co-op city the air conditioner was blowing hot air. The inside of the car was like a furnace. I made a U -turn back to New Rochelle to Toyota. By the time I arrived the salesman was gone. I gave my car to another salesman to analyze the car again. I had to leave my car again. The salesman called me and told me to come back on the 9th for a loaner car. I signed a paper stating everything was in good condition. This was a lie. By the time I reached to my destination I noticed a crack in the front mirror and pet hair in the car and the tank of gas was not full. I called the salesman and he told me he was aware there was a crack. I thought to myself their trying to rip me off. I received another phone called stating I needed to pay $800 more for my air conditioner after I already paid $3,687.62. I should not have to pay more for someone else's error. If they diagnose the car and gave me the wrong estimate that is not my fault.

  Business Response

  Date: 06/25/2022

  To Whom it May ****************************** did bring her car in as she stated and the work was performed as she stated. Unfortunately the vehicle had two leaks, the second being a smaller leak from the rear A/C line. The major leak was from the high pressure hose for A/C with the valve core. Once the repair was made and retested the mechanic did not see any other leak. The car was road tested and left running for a time,  the whole time blowing cold.  *********** picked up her vehicle and left the A/C still blowing cold. It was when she reached her destination it started blowing warm.
  
  
  For ************** inconvenience we put her in a loaner as soon as we received one . We didn't have time to wash or vacuum the vehicle.  We saved both hoses with the dye marks to show *********** .but she was upset and didn't want to pay for the rear A/C line that was needed. We repaired the rear A/C line and gave ********** a break on the repair for her troubles. 

  Please contact me if you have any further questions. 

  
  
  Thank you for your time and consideration.