Business Profile

New Car Dealers

Toyota Direct

Complaints

This profile includes complaints for Toyota Direct's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

62 total complaints in the last 3 years.
20 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:03/11/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a 2021 Chevrolet Malibu on Monday, March 3, 2025. At that time, I was told two key fobs came with car. I discovered a day later that the second key fob did not work. I contacted the sales person, *****, and he instructed me to reset the key fob. That did not work. The following day I went to a local ********* dealership since Direct Drive is 90 minutes from me and was told that that particular key fob in question does not belong to a Chevrolet Malibu. For the past week, I have tried to contact them by phone, email, and text without any response or resolution. I expect for them to provide me a second key fob that actually works on a 2021 Chevrolet Malibu like I was promised.
Business Response
Date: 03/24/2025
Good morning,
The key fob is approximately $30.00 to purchase online. The dealership can either send Mr. **** a check for $30.00 and he would need to program the key fob or Mr. **** can take the vehicle to Drive Direct and they can have one made for him.
Initial Complaint
Date:03/06/2025
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.
To Whom It May Concern,I am filing a formal complaint against Toyota/Drive Direct, regarding misleading financing terms, undisclosed vehicle issues, and an unjustified price increase during my recent vehicle purchase.1. Deceptive Financing The dealership initially offered me a 9% interest rate on my auto loan, despite my qualifications for a 6.54% rate. This misrepresentation led to unnecessary additional costs and a lack of transparency in the financing process.2. Undisclosed Vehicle Issue After signing the purchase paperwork, I was informed that the vehicle only came with one key fob. Replacing the missing fob costs $1,017.00, a significant expense that was not disclosed upfront. Had I known this before signing, I would have factored it into my purchase decision.3. Price Increase The dealership also increased the vehicle price by $500 from the amount they originally quoted me, without providing any clear justification. This last-minute price change was deceptive and unfair.I attempted to resolve these issues with the dealership, but they have been uncooperative. Their actions constitute misleading business practices, and I believe other consumers should be made aware of their tactics. I am seeking a resolution, via reimbursement for the additional costs I incurred. I am a disabled veteran and feel these actions were both untruthful and predatory. I appreciate the BBBs assistance in addressing this matter and ensuring that Toyota/Drive Direct, is held accountable for their deceptive practices.
Business Response
Date: 03/19/2025
Good morning,
Mr. ***** was at the dealership late in the evening on a Saturday and the best rate that the dealership could secure was 9%, however, later they were able to get Mr. ***** the rate of 6.54%. Mr. ***** was purchasing a pre-owned vehicle and was told prior to the purchase that it only had one key fob. Mr. ***** did ask for $500.00 off of the purchase price which the dealership declined to do. The dealership will not agree to reimburse Mr. ***** for the additional key fob nor the $500.00. Mr. ***** was made aware prior to the purchase that the vehicle only had one key fob, and the dealership never offered an additional discount on the purchase price.
Customer Answer
Date: 03/19/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23031952

I am rejecting this response because: theyre lying about the key fob and the price of the car we negotiated the Saturday that I was in the dealership. I wasnt there in the evening, my appointment at the dealership was at 11:00 AM that morning and they kept he there for three hours trying to get me to take an interest rate higher than what I qualified for. They didnt inform me that the car only had one key fob until I signed the final paperwork and was exiting the building to drive the car home. Please let me know my options. Im willing to hire an attorney if needed.

Regards,

******* *****
Business Response
Date: 04/01/2025
Good afternoon,
The dealership stands behind their response to the complaint filed by Mr. ***** and firmly denies the allegations that the dealership lied to Mr. ***** regarding the key fob as well as the price of the vehicle.
Initial Complaint
Date:03/01/2025
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.
The business pressured me into getting a car warranty after 2 attempts of telling them no. Then they said I could call at any time to cancel if I decide I no longer want it. When I call to cancel there is no answer. I have left multiple voicemails when connected to a real persons vm or the message says its full and I cannot leave one. i have been calling in for 3 weeks now and they have been sent an email letting them know as well. I want my warranty canceled and prorated back to when i first called 1/16/2025.
Customer Answer
Date: 03/04/2025
copy of loan documents
Business Response
Date: 03/19/2025
Good morning,
The dealership cancelled the service contract last week and did notify Ms. ******** of the cancellation.
Initial Complaint
Date:01/26/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a 2020 ***** Sonic on 12-14-2024 and as soon as i drove off of the lot the check engine light popped on. The canister purge valve needed ***laced and the alternator needed ***laced as well. So i returned the car to the dealership and they ***aired it.. BUT it took a couple days to get my car back. Then, i got my car back and drove about a day and the engine light came back on. I had to take the car back to drive direct and they found out the solenoid needed ***laced and a couple other sensors. I requested a loaner due to the inconvenience and they said they only had two and they both were out. So two days later i finally got my car back on Christmas eve. I received a call from the service **** telling me i needed to pick up my car by 3:30-4:00 because it was dead and there was no business even though they closed at 5:00pm. When i test drove the car i noticed a creaking noise when i turn the service **** insisted it was only because it was cold and due to wear and tear on a car that has ***** miles which is unheard of because there are cars out there that are well over ******* miles and they dont sound like that. Also, none of the fluids were topped off which i requested before i bought the car and air was needed in the tires. A month later, i spent $650 on a new water pump because the other one went out. I noticed i was running through coolant within a week since i first purchased the car. The local car ***air shop said the dealership shouldve been signs the water pump was going to go out. I then texted my sales *** and he tried his absolute best to help me but he said the sales managers and service **** will not be helping me anymore because they already lost $4000 on the vehicle. But instead of one of the managers contacting me, they had the sales ***. ***** is not my fault because they first had it listed at 11 or ***** I bought it at $6995. This place is very shady
Business Response
Date: 02/06/2025
Good morning,
The dealership has spoked with ************************** will be bringing his vehicle to Drive Direct this weekend for assistance with his vehicle issues.
Customer Answer
Date: 02/19/2025
Drive direct made it right
Initial Complaint
Date:01/03/2025
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 filing this complaint against Toyota Direct (*****************************) and Toyota Brand Engagement regarding an unresolved steering issue, inconsistent repair quotes, misleading denial reasoning, and the financial and emotional toll this has caused.Summary of ********************** (Nov 14): Reported minor steering stiffness; dealership dismissed my concern.Second Visit (Nov 15):Diagnosed with a defective intermediate steering shaft ($1,100 repair quote).Upon pickup, the car was undrivable, a major deterioration from its prior state.Toyota Brand Engagement Case (Nov 19-29):Opened a case; ****** assured support.Planned to take my car to Toyota ****** with Toyotas assistance for towing and rental.Despite assurances, my case was delayed and unresolved.Misleading Communication (Dec 20-29):Ivy (Toyota ******) assured dealership coordination, but Toyota Direct denied any contact.******** (Toyota East Coast) cited warranty expiration and bad maintenance records to deny my claimirrelevant to Toyotas service failures.Inconsistent repair quotes: Toyota Direct ($1,100) vs. Toyota ****** ($3,400 + $3,000 for additional issues).Core *************************************************** burden, and worsening of the steering issue.Conflicting Information: Toyota representatives gave contradictory guidance.Inconsistent Repair Costs: Vastly different quotes raise transparency concerns.Lack of Assistance: Toyota failed to provide towing or rental coverage despite assurances.Impact:Financial Loss: Out-of-pocket costs for rental cars, diagnostic fees, and ************************ Burden: Hours wasted on calls, dealership visits, and disruptions.Resolution Requested:Investigation: Review Toyota Directs mishandling and repair quote discrepancies.Compensation: Reimbursement for diagnostic fees, rental expenses, and towing costs.Proper Repair: Fully resolve my steering issue at no cost.This experience has been frustrating and costly.
Business Response
Date: 01/10/2025
Good afternoon,
Ms. ******* complaint has many layers to it and much of it does not relate to Toyota Direct. As such, I can only respond to the complaint issues for Toyota Direct. Ms. ***** came to Toyota Direct on November 14 for routine service maintenance. Ms. ***** also stated that the power steering felt stiff. The dealership completed the routine service maintenance; however, they could not duplicate the power steering issue at that time (Repair Order 1384081). Ms. ***** returned to Toyota Direct the following day, November 15 again with the power steering issue. The dealership performed the diagnosis and found that Ms. ******* intermediate steering shaft was binding and provided Ms. ***** with the estimate for the necessary repairs, which Ms. ***** declined. The dealership performed the diagnosis as customer goodwill to Ms. ***** and Ms. ***** was not charged for this. The dealership also provided Ms. ***** with a rental vehicle during the time her vehicle was at the dealership being diagnosed. This was also provided as customer goodwill and Ms. ***** was not charged for the rental vehicle. Ms. ******* vehicle has not been to Toyota Direct for any further service visits since November 15. As a result, Toyota Direct is not willing to provide Ms. ***** with any further customer goodwill.
Customer Answer
Date: 01/28/2025
Dear BBB,

Thank you for forwarding Toyota Directs response. While I appreciate their willingness to respond, I am rejecting their response as it does not adequately address the full scope of my complaint.

1. Inaccurate Claims About Rental Charges and Diagnosis Fee:

Toyota Direct claims that the diagnostic fee and rental charges were waived as customer goodwill. However, I was initially charged $195 for the diagnostic fee and $35 per day for the rental vehicle. These charges were only waived after my repeated complaints and escalations to management.

2. Deterioration of Vehicle Condition After Diagnosis:

My vehicle was returned to me in an undrivable condition after the second visit on November 15. Prior to that visit, the vehicle, although experiencing minor stiffness in the steering, was fully drivable, even on highways. Toyota Direct has provided no explanation for this drastic deterioration, which occurred while the vehicle was in their care.

3. Lack of Accountability for Communication Failures:

I escalated the matter to Toyota Brand Engagement due to Toyota Directs handling of the situation. Toyota Brand representatives initially assured me that repairs and rental costs might be covered under goodwill, but these promises were later denied, adding to my frustration and financial burden.

4. Request for Further Consideration:

While Toyota Direct has chosen to limit their involvement, I am still seeking accountability for the vehicles condition and the extensive rental costs incurred due to these delays.

I remain open to further dialogue and mediation to resolve this issue fairly. Thank you for your continued assistance in addressing this matter.

Sincerely,

*** *****
Business Response
Date: 02/10/2025
Good morning,
The dealership stands behind their response to Ms. ***** dated January 10, 2025. Ms. ***** was not charged for her November 15, 2024, service visit. Toyota Direct performed the diagnosis and also provided Ms. ***** with a rental vehicle as customer goodwill. The dealership provided Ms. ***** with the estimate for the repairs needed, which Ms. ***** declined. The dealership is not willing to provide Ms. ***** with any additional customer goodwill.
Initial Complaint
Date:11/21/2024
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.
Took delivery of new car on 11/15/24. Lease documents are dated11/12/24.Requesting the lease reflect the day that I picked up & made the down payment on the car.
Business Response
Date: 12/20/2024
Good morning,
Mr. ******** signed all of the documents for leasing the vehicle on 11/12/24 and all of the documents were printed on 11/12/24. It was his decision not to pick up the vehicle until 11/15/24.
Customer Answer
Date: 12/26/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22585454

I am rejecting this response because:

Was told the documents needed to be done that ****** request to take delivery on the 15th wasnt a issue.On the15th Imade the required payment & took delivery of the vehicle.Regards,

**** ********
Customer Answer
Date: 12/27/2024
My lease documents are dated11/12/24.I took delivery12/15/****** is this legal?..
Initial Complaint
Date:09/24/2024
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 September 6, I drop my car off for an oil change the next day. The dealership called me to let me know they wrecked my car. They ran it over a lift into a toolbox and mashed a concrete block wall. That runs the body shop said the repairs they did is the worst hes ever seen and not sure how it got out of his shop ****** the service manager said it was ready to go, but he never looked at it. He said that they will never be able to get my car back to the way it was when I dropped it off *** Mr. ******* offered me $18,000 for the car for ****** because the car is worth ****** and my time off work. They still have not changed the oil in my car and when they made the repairs they painted over dirt they did not even wash the car theres clearcoat dripping off of the hood by the windshield. The front bumper is crooked. They never did inspect the under body damage where they ran over the lift , they said they should have.
Business Response
Date: 10/07/2024
Good afternoon,
Toyota Direct has resolved the issue directly with Mr. Pinkerton.
Initial Complaint
Date:09/15/2024
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.
I purchased the **** ****** ***** * whose VIN Number *****************, from the ****** Direct on 10/09/2023. Even though I bought my car less than a year ago, my car's ABS Brake System had a failure last week. I took my car to the ****** Direct to have it diagnosed. As a result, the ****** Direct officials handed me a quote of $4,609.00 for the required repair. Because the quote showed that the failure was due to the Brake Booster and Brake Booster Pump Assemblies, I made my own research to have a deeper insight regarding the defined problem for specifically my car model which is the **** ****** ***** *. I found that the problem has been chronic for the certain 2012-2014 Model Year ***** * cars. There was even an Enhanced Warranty Program which is specifically conducted for those failures by ****** as the manufacturer as a result of an open class action lawsuit. As a **** ****** ***** * Owner, who is affected by the same chronic brake system problem for my car, I expect the ****** Direct to repair my car's same issue with no charge due to the reasons below. 1-) As it is clear in the document attached below, the Enhanced Warranty covered the repairs for cars below 150K miles. Because my car's mileage is roughly 142K, the repair cost should be covered under the warranty. 2-) The ****** Direct officials refuses to repair my car with no charge saying that the Enhance Warranty expired on 10/21/2023. However, I do not agree with their argument due to the below reasons. -A warranty cannot be claimed as expired for a car which is not reached to the set mileage limit. -The ****** Direct was supposed to replace my car's Brake Booster and Brake Booster Pump Assemblies systems before they sell my car to me because the purchase date of my car is 10/09/2023 which is 12 days before the date of 10/21/2023 which The ****** Direct officials present me as the expiration date of the Enhanced Warranty. Sincerely, ***** ****** Email: ************************ Phone: ###-###-####
Business Response
Date: 09/17/2024
Good morning,
In response to the complaint filed by Mr. ******, the enhancement programs are from ****** and the dealership makes the repair per Toyota's guidelines. The vehicle is currently outside of the repair time limit. When Drive Direct sold Mr. ****** the vehicle, they could not make the repair as the part was not failed. The part must be failed and inside of the timeline and miles. If the part is not failed, ****** will not approve the repair. The enhancement does not fall under a safety recall where the repair is made regardless of the miles or timeline.
Business Response
Date: 09/17/2024
Good morning,
In response to the complaint filed by Mr. ******, the enhancement programs are from ****** and the dealership makes the repair per Toyota's guidelines. The vehicle is currently outside of the repair time limit. When Drive Direct sold Mr. ****** the vehicle, they could not make the repair as the part was not failed. The part must be failed and inside of the timeline and miles. If the part is not failed, ****** will not approve the repair. The enhancement does not fall under a safety recall where the repair is made regardless of the miles or timeline.
Customer Answer
Date: 09/25/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: ********

I am rejecting this response because:
1. As I previously mentioned and ****** Direct is aware, the brake system failure in my **** Toyota ***** * is a well-documented, chronic issue that affects numerous ********* models. ****** itself recognized this defect, which is why the *Enhanced Warranty* program was established, specifically to address exactly the same failure with my car of the Brake Booster and Brake Booster Pump Assemblies. My research has also shown that this issue was the subject of a class action lawsuit, leading to the settlement terms under which ****** agreed to provide coverage for these repairs.
2. My vehicle currently has approximately 142,000 miles, well within the 150,000-mile limit set forth in the Enhanced Warranty. Therefore, I should be entitled to have these repairs covered under this program.
3. I purchased the vehicle on 10/09/2023, just 12 days before the claimed expiration of the Enhanced Warranty on 10/21/2023. Given the short time frame between my purchase and the expiration date, I believe that the dealership should have informed me about the potential for this issue or conducted a more thorough inspection to ensure no such failure would occur shortly after my purchase.
4. The brake system problem is not a normal wear-and-tear issue but a recognized defect in this vehicle model. As such, it should have been proactively addressed before the sale, especially considering the proximity to the expiration date of the warranty. Even if the part had not completely failed at the time of sale, it is reasonable to expect that the issue was imminent, given the vehicle’s history.
5. As an official ****** Dealer, I understand that Toyota Direct provides this warranty based on Toyota’s guidelines. Since this issue falls within the parameters of the *Enhanced Warranty* and is a recognized problem with certain ***** models, I believe ****** Direct can work directly with ****** as the manufacturer to bill the repair costs to Toyota, ensuring that the necessary repair is covered at no cost to me. This would align with Toyota’s commitment to its customers and their safety.
6. Under Ohio consumer protection laws, dealerships are required to disclose material information regarding the condition of a vehicle, especially when known issues like this could significantly impact the buyer shortly after the purchase. The failure to disclose this critical information or to inspect the vehicle thoroughly in light of an impending warranty expiration could be viewed as a violation of my consumer rights.
7. This problem was the subject of a class action lawsuit, which led to the Enhanced Warranty. As such, ****** is well aware of the defect, and I believe this provides additional grounds to ensure repairs are made at no cost to me, as I fall within both the mileage limits and purchased the vehicle right before the alleged expiration of the program.
In addition to the above points, I want to emphasize my current financial situation. I am not employed, have three small children, rent my home, and simply do not have the financial means to cover a repair of this magnitude, quoted at $4,609.00. It would be extremely difficult for me to afford this, especially when the problem is due to a known defect that should have been addressed by ****** under warranty.

As a member of the Turkish community, I frequently share my experiences with local businesses and services. Should ****** Direct resolve this matter fairly and provide the needed repair under warranty, I would gladly share my satisfaction with my friends and recommend ****** Direct to prospective ****** buyers within my community.
Given the above facts, I request that Toyota Direct reconsider its position and repair the brake system under the Enhanced Warranty. I am confident that both the timing of the warranty and the nature of this defect justify full coverage of the repair at no cost to me.
I look forward to a prompt resolution.

Regards,
***** ******
Customer Answer
Date: 09/25/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: ********

I am rejecting this response because:
1. As I previously mentioned and ****** Direct is aware, the brake system failure in my **** Toyota ***** * is a well-documented, chronic issue that affects numerous ********* models. ****** itself recognized this defect, which is why the *Enhanced Warranty* program was established, specifically to address exactly the same failure with my car of the Brake Booster and Brake Booster Pump Assemblies. My research has also shown that this issue was the subject of a class action lawsuit, leading to the settlement terms under which ****** agreed to provide coverage for these repairs.
2. My vehicle currently has approximately 142,000 miles, well within the 150,000-mile limit set forth in the Enhanced Warranty. Therefore, I should be entitled to have these repairs covered under this program.
3. I purchased the vehicle on 10/09/2023, just 12 days before the claimed expiration of the Enhanced Warranty on 10/21/2023. Given the short time frame between my purchase and the expiration date, I believe that the dealership should have informed me about the potential for this issue or conducted a more thorough inspection to ensure no such failure would occur shortly after my purchase.
4. The brake system problem is not a normal wear-and-tear issue but a recognized defect in this vehicle model. As such, it should have been proactively addressed before the sale, especially considering the proximity to the expiration date of the warranty. Even if the part had not completely failed at the time of sale, it is reasonable to expect that the issue was imminent, given the vehicle’s history.
5. As an official ****** Dealer, I understand that Toyota Direct provides this warranty based on Toyota’s guidelines. Since this issue falls within the parameters of the *Enhanced Warranty* and is a recognized problem with certain ***** models, I believe ****** Direct can work directly with ****** as the manufacturer to bill the repair costs to Toyota, ensuring that the necessary repair is covered at no cost to me. This would align with Toyota’s commitment to its customers and their safety.
6. Under Ohio consumer protection laws, dealerships are required to disclose material information regarding the condition of a vehicle, especially when known issues like this could significantly impact the buyer shortly after the purchase. The failure to disclose this critical information or to inspect the vehicle thoroughly in light of an impending warranty expiration could be viewed as a violation of my consumer rights.
7. This problem was the subject of a class action lawsuit, which led to the Enhanced Warranty. As such, ****** is well aware of the defect, and I believe this provides additional grounds to ensure repairs are made at no cost to me, as I fall within both the mileage limits and purchased the vehicle right before the alleged expiration of the program.
In addition to the above points, I want to emphasize my current financial situation. I am not employed, have three small children, rent my home, and simply do not have the financial means to cover a repair of this magnitude, quoted at $4,609.00. It would be extremely difficult for me to afford this, especially when the problem is due to a known defect that should have been addressed by ****** under warranty.

As a member of the Turkish community, I frequently share my experiences with local businesses and services. Should ****** Direct resolve this matter fairly and provide the needed repair under warranty, I would gladly share my satisfaction with my friends and recommend ****** Direct to prospective ****** buyers within my community.
Given the above facts, I request that Toyota Direct reconsider its position and repair the brake system under the Enhanced Warranty. I am confident that both the timing of the warranty and the nature of this defect justify full coverage of the repair at no cost to me.
I look forward to a prompt resolution.

Regards,
***** ******
Initial Complaint
Date:07/31/2024
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 just had a pretty negative service experience at Toyota Direct on 7/23/24 and I wanted to make you aware. Let me start out with one positive note, my service associate ****** ******* was responsive and good on his communication and I don't blame him personally for anything. He even responded to me after hours which is above and beyond my *************** 2022 Camry was experiencing "Headlight System Malfunction Please Visit Dealer" error on the dash and I was informed this was due to a previous collision that was improperly repaired. I was aware of and informed my service advisor that there was a sensor that had some ** **** on it. Within the hour of dropping off the Camry that was confirmed with a photo sent showing the sensor. I suspected that there wasn't an issue with the cruise control because I have been driving this car like this for the better part of 4 months with zero issues with the cruise control or Headlight System Malfunctions.However, I authorized 6 hours of time to diagnose and fix this issue at $640. After that time expired I was quoted an additional $986 to replace that very same sensor. If the problem was fixed I'd feel slightly ripped off but satisfied with the repair, however, The day after I picked up the vehicle I got the exact same Headlight System Malfunction error on the dash. I'm scratching my head at this point and thinking that $986 spent on replacing the cruise control system was definitely not necessary. I dropped off the vehicle off and left it over the weekend. I got a call today asking for another hour of diagnostic time. I figured enough is enough and didn't want to spend any additional money with this shop. Seems like after spending $1787.92 for service I should have somebody standing by their work.Mark ************
Business Response
Date: 01/28/2025
The dealership is not sure if the BBB has had any further communication with Mr. ******** since the initial complaint was filed, however **** ***** who is the service manager at Toyota Direct, had spoken to Mr. ******** regarding the issues that have since been resolved.

Customer Answer
Date: 02/04/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint.

Regards,

**** ********
Initial Complaint
Date:07/21/2024
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.
Purchased a car on 4/2/23 When purchasing we started paperwork about 8pm.and didn't end up leaving till 930 or later it was a longer process. The finane manager **** told us that he got us "gap insurance and tire/rim included never mentioning a price we assumed it was because we put so much in cash down. After getting home and really digging into the paperwork we realized they had added in almost 3k in fees for gap and T/R and paint we called them to cancel they assured us they would we signed paperwork saying so and we're told our interest on that should be retroactively reimbursed. I've been emailing them for 90 days now trying to get both gap and T/R taken off of my loan balance and have been successful with GAP in the amount of $1,481, which did NOT reimburse for the interest. I'm still paying on the T/R in the amount of $1200. I have sent ********************* in finance 14 emails and 6 calls and have only received back 4 emails and 4 calls.I just want them to pay huntington 1200$ for my gap insurance which was canceled and pay me back for the interest accrued on the ******* over the 90days or however long this will take when it's done.
Business Response
Date: 08/05/2024
Good morning,
The dealership mailed a refund check to the lien holder ***************** for the Protective TAW in the amount of $1481.00 on June 11, 2024, and was cashed by them on 7/8/24. The *** insurance through Huntington gets refunded by Huntington directly. All *** through *************** is handled that way.
Customer Answer
Date: 08/05/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22021644

I am rejecting this response because: the company didn't respond. I provided additional documents directly to **** and they have ignored me for 7 days now. I am still owed $1200 for cancelation they are refusing to even prove they sent.

Regards,

*********************
Customer Answer
Date: 08/05/2024
I called huntington and was advised that due to the check provided by TOYOTA they used the check for the *** insurance. It says to do so in the memo of the check i attached an image of it. ********** only applied 281$ to my T/R Insurance or MISCELLANEOUS as toyota wrote ot on the check leaving a balance owed to me of $1200. I have tried reaching out to the company they are ignoring me.
Business Response
Date: 08/07/2024
Good morning,
Could ************** please provide a copy of the check he is referring to in his latest communication.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Toyota Direct is BBB Accredited.