ComplaintsforToyota West, Inc.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a new truck for roughly $73,000.00. The tires were shot at 14,000 miles and were supposedly 55,000 mile tires. The manufacturer and Toytota said there was a 0 mile warran** for the tires. 14,000 miles on the tires and they were not covered by Toyota as they knowingly put junk tires on a new vehicle.

  Business response

  05/15/2024

  Customer bought truck from us new back august of 2023. We have not seen the vehicle since. We never even saw vehicle after sold and were unaware of any tire issue. he has been servicing it at Yark Toyota in Maumee Ohio. not sure what conversatiosn transpired at that dealer. 

  Customer response

  05/15/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21714690
  
  I am rejecting this response because: 

  I have been in touch multiple times with Toyota West about this issue, and nothing has been done. I didn't purchase the truck from Maumee. So, where I am getting my oil changes is irrelevant. I was told by ******* to reach out to ******, the tire manufacturer, and I did so. They said this is a Toyota issue not a ****** issue. I had forwarded the response from ****** to Toyota West. 
  
  Regards,
  
  ** ************

  Business response

  05/21/2024

  we apologize for the inconvenience but Toyota West is standing firm on our stance on this issue.

  thanks. 

  Customer response

  05/28/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21714690
  
  I am rejecting this response because: Very sad and terrible business practices.  Please post my formal complaints so this doesn't happen to another consumer.  I've purchased multiple vehicles from this location and this one will be the last. 
  
  Regards,
  
  ** ************

• Initial Complaint

  03/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Contact Toyota west to buy a 2015 Cadillac srx got approved for the vehicle was told Sunday that it was sold just to be lie to the vehicle is still available but they continue to lie I have contacted several people there that told me it available even checked to see if it’s on there lot was told yes it is until I give my name then all of a sudden it’s sold not a good company to be selling vehicles

  Business response

  04/01/2024

  The vehicle sold before customer got here. Customer had no deposit or offer to hold the vehicle. 

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 2, 2023, I suffered a car accident that totalled my 2000 Buick Regal. I have been out of work and have been DoorDashing to somehow make ends meet. On October 6, 2023, I purchased a 2013 Toyota Prius, VIN # *****************, AS IS with the few savings I had plus the $2K that I was awarded for my Buick. Salesperson was ******* ***. Amount to be financed via Exeter Finance was $13,643.68, which have been paid in full by February 2024. There is a 25,000 mile limited warranty on the vehicle, or so I have been told. The issues with this car barely began 1 week after purchase, where I noticed that part of the driver's door was not sealed correctly and front passenger low beam light was not lighting. I went to Autozone when I discovered the electrical issue to buy new light bulbs for both front sides. The low beam still doesn't work hence it's an electrical issue that no one told me about. Driving back from Maryland on January 2, 2024, lights indicating brake issues appeared on the dashboard. Not a couple of weeks had passed when the lights regarding the oil gauge appeared & started dinging. In a matter of 1 month, I had to have the car be "capped" with oil 3 times and have the brakes replaced as well. I went to Toyota at least 4-5 times to question the brakes and the oil system. In February 2024, Toyota West placed a system to verify if there were any leaks coming from the oil system which, I was told, it is very common in the Prius; and there IS a leaking problem. However, the piece to be replaced (either piston rings or head gasket) is conveniently NOT covered by the limited warranty. I have NOT been able to drive the car much, I have lost money, job opportunities, and everyone at Toyota West, salesperson & sales managers, are stating they are working with the warranty manager... over 1 month ago to resolve this issue. No one is giving me an answer. I have provided pictures, requested a swap for the lemon they have given me, but have only received silence.

  Business response

  03/18/2024

  Customer bought the 2013 Prius as is. I believe she even mentions that in her complaint. The other concerns of headlights and noise, she did not return to us to give us a chance to look at, she took it to another Toyota dealer. She then brought the vehicle to us in January of 2024 for the oil consumption issue. The test is setting proper oil level, then driving 1100 - 1300 miles and returning. She returned in February and the vehicle did fail the oil consumption test. The cause of it is unknown due to it being an internal issue. Customer did not want to have us tear down engine to find point of failure and her warranty company said this was not a covered issue.  Customer did pay for oil change but did not charge customer for oil test. 

  Customer response

  03/18/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21429394
  
  I am rejecting this response because: 

  First off, I never got a copy of the receipts included in this complaint. This is the first time I even see them. I didn't & don't accept a tear down because the manager of the warranty department negated replacement/labor of such. So why am I to pay $100 for something that will not be covered in the first place?

  Second of all, I went to the closest Toyota dealership near me because of the brakes, not for anything else.

  If Toyota West can guarantee a replacement and/or fixture of the oil issue WITHOUT charging extra for parts & labor, I will be more than happy to take the car to them. I would want this all in writing... and up front. Being blindsided by paperwork that is never given to me is not valid.
  
  Regards,
  
  ***** ********

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this vehicle from Toyota West at **** **** **** ***** ******** **** ***** on July 7th, 2021. Before I was able to drive it home Toyota West agreed to repair the air conditioning but it would take a few more days. Eventually it was repaired and we drove it home. I then begin experiencing problems with the oil light January of 2023 and the vehicle using increased oil between regular oil changes. I took the vehicle to our preferred automotive shop and they were unable to diagnose a definitive answer. I continued to purchase and replace 2-3 quarts of oil for the vehicle for the next several months. The shop then changed our the gasket seals on March of 2023 on the motor to see if this rectified this situation. The vehicle continued to use additional oil and the low oil would come on. On October 2nd 2023 while driving with our son the vehicle lost power and begin leaking excessive oil onto the roadway. I immediately pulled into an automotive shop where the mechanics attempted to find where the oil was leaking from in the engine. The mechanics called me four days later stating that it appeared the piston had went through the engine block and we needed to contact the dealership. We contacted Toyota West on Oct 6th and spoke with *** the service manager. He advised us to contact Kia and have the vehicle towed to Germain Kia for diagnostic. Due to the mileage being over it put us out of warranty for our service agreement and roadside assistance refused to tow it. We were told we must tow it ourselves in order to get an official diagnosis. On October 20th 2023 my wife had the vehicle towed to Germain Kia as this was the request of Toyota West and Germain Kia as well as Kia America customer assistance department. We attempted to contact the dealership and inquire about possible remedies and coverage of such repairs. No such luck. Our Vehicle Service Agreement was out of warranty due to mileage and our GAP insurance couldn't qualify either. We were advised that the rod bearing failed ruining the engine block and we were liable for the $9500.00 repair bill. To date, Toyota West has been unable to make remedy of this situation and we have contacted the Better Business Bureau for assistance. Upon contact with the Better Business Bureau we were advised of a class action lawsuit under which our vehicle falls due to engine failure. We were advised on Nov 10th that because the dealership (Toyota West) did not have the Software upgrade put on the vehicle Kia America would not honor the class action and we would need to contact Toyota West to make a complaint for selling a vehicle knowing that it had not had the recalls/ product improvements completed. When we contacted Toyota Financial Services they also advised us to make complaints and contact the dealership (Toyota West) for not assisting us in getting this vehicle repaired. Now we are being threatened with Germain Kia impounding the vehicle because it has been on their lot for three weeks. We have placed several phone calls to Toyota West to assist with no phone calls returned to date. We are very upset as we were never advised of this being an issue with our vehicle. This information has also not been listed in any other notices we have received since purchasing the vehicle, is not on the Carfax reports, or our Bureau of Motor Vehicles reports. We are asking for Toyota West to help with completing the repair work so that we shall continue to make good on our original agreement with Toyota Financial. As a disabled individual I must have a reliable vehicle to get to my medical appointments and treatments. To date, I have no other means of transportation and am requesting that you inspect and repair our vehicle so that I may be made whole. We have already contacted the AAA as per our arbitration agreement and will be completing the packet in the morning. We would appreciate assistance in getting this remedied as quickly as possible. Thank you kindly, ****** ******* ***** ###-###-####

  Business response

  11/20/2023

  Good morning,

  Mr. ***** did buy the vehicle from us back in July of 2021. After we repaired his ac in July of 2021, we never saw the vehicle again. During the 2 years since he purchased vehicle, to the time the engine failed, there was recalls/campaigns open from kia for this engine issue. The first step from Kia was a software update to try and fix the issue. During his ownership of the vehicle, he never took it to have this recall from kia done. Since the engine failed, and he did not have recall done during his ownership, Kia denied replacing engine under warranty. We tried to make a claim under the warranty Toyota west sold him, but he has gone over his mileage expiration, so the warranty is not in affect anymore. I attached a screen grab of his history with us, July 13, 2021, was last time he was at our dealership. Long story short, the warranty he bought from us won't cover it since past his contract mileage. Kia won't cover it because for the last 2 years he did not have any of the recalls/campaigns done from Kia to prevent this issue. 

   

  Customer response

  11/22/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20866473
  
  I am rejecting this response because: 

  Complaint: 20866473
  
  I am rejecting this response because: 
  The system upgrade "Product improvement campaign" was NEVER sent to me. It was also Never put on my BMV registration as an open issue. When we met with ***** we gave him every recall we've ever received. You were also given the BMV records.
  Furthermore, the KDS was supposed to have been replaced before Oct of 2021 according to KIA. So while you had this vehicle under your inventory and while fixing the ac because we wanted to purchase it, YOU never installed the KDS which then invalidated the KIA Warranty.
  
  Regards,
  
  ****** *****
  
  Regards,
  
  ****** *****

  Business response

  11/27/2023

  product improvement campaigns are handled differently campaigns. We can run vin in NHTSA for recalls but it doesn't always show customer support tor product improvement campaigns. We do try to complete any recalls while vehicle is in our inventory but sometimes due to issues outside dealers control (part availability, other dealerships scheudle availability etc), they can not be done. The support program was open for 2 years after customer bought it from us, which gave plenty of time for program to be done. 

  Customer response

  11/29/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20866473
  
  I am rejecting this response because: 

   

  As I stated before, we NEVER received any of the notifications regarding this recall. That IS the dealership's responsibility to forward those notices to us. You NEVER made us aware of such recall/issue and you still Sold us the vehicle. According to Toyota Financial Services this IS your responsibility to remedy me on this vehicle and repair. 

  Now as of 11/22/2023 I had to spend MORE money to have it Towed back home as your dealership Never went and got it from Germain Kia as you guys told me you would.handle it. You simply thought you were going to pacify us and get us into a second loan on a different vehicle. Not going to happen, we will continue to arbitration.
  
  Regards,
  
  ****** *****

• Initial Complaint

  09/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am 76 years old. I went into the dealership on 8.26.23 and I purchased a 2023 Toyota Rav 4, blue and I paid $36,783.30 by check. I paid $3000 on a cc. I got $1500 trade in for my 2008 Toyota Camry. 

  He helped me hook up my phone to the car. I wanted to look at it carefully because I had never seen it before. *** told me he didn't have time for me to look at it, that I needed to see the finance guy, *** *******. The entire ordeal was 4 1/2 hours. *** wanted me to sign financing documents, but I didn't want to. It seemed like I was signing the same papers over and over again, like 6 times. It was very stressful. *** knew I had a headache because I told him I had a headache, why was he taking advantage of me while I was so stressed. 

  His job was to sell me the extended warranties. I had to listen to all of that. I got a pretty bad headache, adn asked my brother to deal with him, and he accepted 2 and declined one. They also wanted me to initial that I had looked at the car. I hadn't but I initialed it anyway. By then it was 8pm, and the dealership had been closed for an hour. *** gave me a key and I drove it home. I gave them a check as I had no intention of financing it. 

  It came with cloth seats, but I paid for leather seats. The passenger seat moves with a bar, not a button. It did not have a garage door opener. 

  I returned on 8.30.23, Wednesday, and went to the service department. He said he could not find a garage door opener, and referred me to Toyota. Then *** said it didn't have a garage door opener.  I asked *** if I could RETURN the car. They said as a trade in. The customer service people at the desk were very nice and told me they just got a fully loaded car, and I should talk to ***. After 2 hours *** offered me $32,000 as a trade in, which I said wasn't going to work, and I left.

  My daughter in law called the GM on 9.02.23, but he did not return her call. 

  So on 9.8.23, I called Toyota Fulfillment, and left them a poor review, Toyota Fulfillment said the GM would call within 8 days. He didn't call back. So, I called Toyota back to say the GM hadn't called. They said he might call me Friday. The GM never called, but Luke the Sales manager called, and said he would refund the $1500 for the seats, and they would put me on a list, and they could offer me nothing for my experience.   

  They are responsible for giving me the opportunity to test drive the car, and look at it top to bottom, and decide if I was comfortable with it, and could actually see the features.  

  None of how this was handled made any sense to me. They need to take responsibility for this poor experience. 

  The car is in the garage, and has 51 miles on it. It is certainly worth more than the $32,000 they offered.  

  
  

  Business response

  09/18/2023

  *** went over this car for over an hour with the customer. Per customers request we set aside $1500 to add leather seats which we are awaiting customer to bring vehicle in for. We cant just change vehicles once a vehicle is titled. All equipment was shown to customer before purchase. Customer can bring in vehicle to get leather seats done that she requested or get a check for the $1500 we have set aside to do this. 

  Customer response

  09/24/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20619574
  
  I am rejecting this response because: when I went to see the car the salesperson told me I was taking the car home that day.  He linked my phone with the car.  I wanted to see the car and ask questions and asked to do this. He said there was No Time  for this, that I had to speak to finance. I did not have time to inspect nor test drive the car. Finance was a difficult process.  Don’t quite understand why I had to do this as I intended to pay cash. Also numerous forms to be signed many times over. I also had to listen to the presentation about extended warranties. We were not done until approximately one hour after the business closed. I NEVER got to took at the car before taking it home. 
  I do not understand all the terms on the Toyota information and thought the salesperson’s job was to show me the car explain the features and let me test drive it.  None of this occurred, even though I requested it. I tried to return the car on 8-30-23.  It would Not have been titled at that time.  I have attached what was given to me.  A trade in allowance of $32,000 is not acceptable.  My friend contacted the salesperson on Saturday 9-2-23.  She never heard from the general manager.  I contacted Toyota fulfillment on 9-8-23.  The general manager was to call me.  He never did. I spoke with Luke and then called him back about just returning the car.  He did not return my phone call. 
  I did not have an opportunity to view the car, test drive it etc before buying it.  I tried to return it Before it was titled when it had all of 58 miles on it. It now has 128 mikes and has been sitting in my garage for about three weeks. I would just like to return the car and get my money back.  That is $41283.30 of which $3000 is on a credit card. Thank you for your attention.
  
  
  Regards,
  
  ***** ********* 

  Customer response

  09/26/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20619574
  
  I am rejecting this response because: my question is $1500 was charged for the leather.  However there was a 7.5 % sales tax also paid. So the refund for the leather would be $1612.5 which is the $1500 plus the 7.5 % sales tax.  Do you agree? If you agree, where would I pick up the check for the $1612.5? 
  Please let me know.  Thank you for your attention.  
  Regards,
  
  ***** *********i

  Business response

  09/29/2023

  $1612 is fine i will have it done Monday

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  August 25, 2023 Service visit - damage to my car I noticed a crack on my engine cover - August 28 I noticed interior damage on September 7 I called and left a message on August 29 I called and left a message on September 8 I have not received a call back

  Business response

  09/11/2023

  customer states we damaged engine cover during repair. We have ordered a new engine cover at no charge to customer, just waiting on it to arrive from Lexus. First time I am hearing about interior damage. Going to inspect interior damage when customer comes in for engine repair. if it is something we caused, we will take care of it. 

  Customer response

  09/19/2023

  [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

  08/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went in to purchase a vehicle and gave a refundable deposit and it was never returned to me.

  Business response

  08/15/2023

  Toyota west refunded this money several times electronically, however our client did not receive the funds in their account. Toyota West has issued a refund paper check that the guest is free to pick up at any time. 

• Initial Complaint

  08/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Less than a week ago I purchased a used 2019 dodge caravan from Toyota west- I paid $17,000+ for a vehicle that I was told over and again that would be reliable for use- I brought up the tires looked very worn and I would like them replaced, they would not do anything to remedy this- they told me that the car had been in an accident but they had corrected the issues with an alignment — the issue still persist - within the first 100 miles the transmission started to grind and slip, then a tire popped shortly there after stranding us on the turnpike- the car has had electrical issues that don’t allow phones to be charged or used- they stated that the car would get close to 30 mpg- when actually it’s barely getting 17 mpg! I immediately reached out telling them I wanted my money back, which they told me to pound sand- very rude - the only thing they offered was to diagnose the transmission issues and would possibly (not guaranteed) take care of %50 of the cost- They kept telling me how they are loosing money on the deal, to which was a straight up lie, they would not take any negotiation in to consideration - I am completely dissatisfied with everything that has gone through with dealing with Toyota west , lucas (the “manager”), and ***** the salesman. I feel completely swindled and taken advantage of- Disgusting way to run a business, I cannot believe I’m the only one to have dealt with issues like this !

  Business response

  08/22/2023

  **** offered to pay 50% of the service bill. Customer was not satisfied. There is nothing else we can do.

   

   

  Customer response

  08/27/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20422808
  
  I am rejecting this response because: 

  I feel that a company like this should stand behind the products they sell, especially when things go wrong in a very bad way- this has throw a huge wrench in my business and life. This is a company who is making millions of dollars off hardworking individuals as myself and when things went sideways they offered a less than satisfactory option to me. I cannot believe how they think this is ok to run a business like this. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  02/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I attempted to buy / give a down payment on a car of $500.00 January 16, 2023. The financing did not go through due to my credit situation. I gave a $500.00 electronic debt from my card that day, and I found out that I would not get the car January 23, 2023. I was told that my deposit / monies would be mailed to me Since that time I have been calling and asking for the business manager to confirm that my check is in the mail. No one returns my phones I only received text messages that has stopped from the sales person ***** *******. No one responds to my phone calls or text messages other than a customer service person from the internet named Collin to tell me that a check is in the mail!!!! I live in Columbus, it does not take 10 plus days to mail a letter please assist!.

  Customer response

  02/08/2023

  Complaint update / Resolved
  
  ******* ******* <*********@gmail.com>
  Tue, Feb 7, 7:56 AM (1 day ago)
  to info
  
  Good Morning,
  
  My name is ******* ******* and I filed a complaint # 19332351 with you all this past Saturday morning. I received my deposit / Check for $500.00 from Toyota yesterday in the mail. Please cancel / terminate my complaint going forward.
  
  ******* *******
  ************
  
  BBB Serving Central Ohio
  8:49 AM (1 hour ago)
  to me
  
  CID#  19332351 against Toyota West, Inc.
  
  All looks well here.
  
  I am still unsure about changing complaint statuses until we have a meeting laying out the guidelines for customer service staff, so I am passing this reply on to you so you can make the change.
  
  Thanks!
  
  Thank you!Ok, thanks for the update.Thank you for the update.
  

  
  

• Initial Complaint

  10/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  PURCHASED A 2018 JEEP RENEGADE ON 08/20/2022 IN THE AMOUNT OF $25,621.75 THE PROBLEM WE HAD WAS THAT ON THE SALES CONTRACT OF THE VEHICLE THERE WAS A MILAGE OF 52,166 SO WHEN I ABOUT TO PURCHASE THE VEHICLE IT ALSO SAID ON THE CONTRACT THAT IT HAD AROUND THE 83, 000 AND I TOLD THEM ABOUT IT AND THEY TOLD ME IT WAS A TYPE WRITTING ERROR AND THEY CHANGED THE MILEAGE ON THE SALES CONTRACT WITH THE 52,166 BUT WHEN WE CHECKED ON CARFAX BECAUSE I WASNT SURE AFTER IT SHOWS IT HAS AROUND 83,000 MILES ON THIS VEHICLE. THEN AFTER A WEEK LATER THE VEHICLE ON THE DASHBOARD IT STARTED TO CHANGE TO 83,000 MILES I TOOK IT TO THE DEALER AND THEY SAID IT WAS A MECHANICAL ERROR AND IT WAS A KILOMETEROR ERROR WE HAD TRIED TO TALKED AND REACH OUT TO THE TOYOTA WEST DEALER WHERE WE BOUGHT THE VEHICLE BUT WE HAD NO RESPONSE AND DONT WANT TO RESOLVE THE ISSUE. WE WOULD LIKE TO WORK OUT THIS ISSUE AND WOULD LIKE THEM TO REFUND ME THE MONEY WE HAD PAYED AND INCLUDING THE DOWN PAYMENT OR FOR THEM TO ISSUE ME A NEW VEHICLE.

  Business response

  10/10/2022

  This vehicle was traded in to the dealership using kilometers. After going into the system and switching the reading from kilometers over to miles it displayed 52,166 miles. The paperwork was corrected to this customer who purchased the vehicle. We are in process of fixing the title of the vehicle from when the dealership aquired the vehicle, as the title is showing 80 thousand plus miles not kilometers. This was an error on our dealerships part. The miles are correct on the vehicle. Once the affidavit is signed by the pervious customer i will have the documentation to correct the carfax and title. The customer was aware of this at the time of purchase. Customer has come into the dealership several times and this has been communicated with him. Last time the customer came to the dealership he spoke with ********* ******** and after having a nail in his tire he was upset that the dealership wouldn't pay for a new tire. We have been completely transparent with this customer. 

  Business response

  10/14/2022

  Warranty doesn't cover tires unless you have a tire warranty, we are in process of fixing title. 

  Customer response

  10/14/2022

  [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: WE NEED TO SPEED UP THE CORRECTION OF THE MILES OF 83953 THAT BY ERROR MARK CARFAX, IF WE DO NOT HAVE A PROMPT SOLUTION, WE REQUEST TO TOYOTA WEST TO CHANGE THE VEHICLE OR GIVE US MONEY BACK.
  
  Regards,
  
  ****** ****** ****

   

*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. ↩