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:02/01/2025

  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.

  Up to this point Ive had nothing but a negative experience with all of the Toyota dealerships in my area. Because of this, I will not be purchasing another a Toyota in the future. I have put in a total of THREE requests in the past to put in a warranty claim from Beaverton Toyota for multiple paint defects on my 2023 Tacoma shortly after I purchased it from Gladstone Toyota. Beaverton Toyota is closer to my home, so it is closer for me to get service there. Beaverton Toyota never put in the warranty claims and each time have told me they have no record of it. I had a recall that required my vehicle to be at the dealer for the whole day and was not even provided a ride home. I had to pay out of pocket to **** to and from the dealership. At this point, I want to just get out of my lease by doing an early lease buyout so I can trade it in. I tried to get a full buyout quote including fees; however, ********* fails to send me this information over email as requested and instead sends me a generic template reply which in no way relates to my request. It has overall been a poor experience with Toyota.

  Business Response

  Date: 02/10/2025

  We appreciate you reaching out and would love the opportunity to assist, however, we do not see any CSP associated with the vehicle, nor do we have a record of you coming in for a paint inspection. It appears there was an appointment scheduled back in May of 2023 for a paint defect concern, but it was marked as a no-show. We attempted to contact you but were unable to reach you and have not heard back. Were happy to help and encourage you to give us a call back at your earliest convenience. - Team Beaverton Toyota

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22886988
  
  I am rejecting this response because:

  I came in for that appointment and 2 subsequent times regarding the issue. As stated, the service manager **** never added the notes to my file the 3 times I came in regarding this issue. Again, Beaverton Toyota service has failed to resolve the issue and the service manager **** forgot I even went in with this issue the 3 times that I went in. If youd like, I suggest you pull up video footage of this time at the dealership which will prove I was there and the service manager was standing there as I explained all of the issues with the paint and interior parts that were and ARE still defective. This issue is still unresolved and if it is not resolved, I will gladly take this to small claims at this point. Im sick and tired of the runaround.
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 02/19/2025

  2/10/2025, 2/12/2025, and 2/13/2025 were the contact dates with Toyota. Last communication from them, the *** said they would look into offering a complementary extended warranty, but I have not yet heard back. 

  Customer Answer

  Date: 02/26/2025

  The case with Toyota directly has began this year (2025). 

  Business Response

  Date: 03/19/2025

  Back in February the District Service and Parts Manager at Toyota approved the steering wheel and paint repair under warranty. The customer has declined to repair the paint imperfections. Our Shop Manager has attempted to reach the customer to schedule for the steering wheel replacement but we have not received a return call. We will gladly assist the customer if they decide they would like to schedule an appointment to repair the steering wheel. Our Management Team can be reached at ************ with any further questions. 

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 22886988
  
  I am rejecting this response because:
  

  This dealership has failed to make things right. They did not call me informing me that the part was ready and I found out after Toyota ******************* called me to ask if I had the part installed because they were aware the part was in stock. They lied to Toyota claiming that I possibly blocked their number, yet I got a call from them for parts I bought from their parts department prior and multiple calls before. They called me after Toyota ******************* called me, but at this point, Im done with them. I dont deal with businesses that perform shady business practices such as blatantly lying to customers. Additionally, I called their service department to ask kindly for them to stop calling me, yet they still call harassing me. Its too late for damage control, Beaverton Toyota. I have already had my warranty part installed with Wilsonville Toyota.

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

  Customer Answer

  Date: 03/26/2025

  Please close this. No resolution has been met and this dealer has failed to provide adequate service. 

• Initial Complaint

  Date:11/26/2024

  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 sold my **** to another dealership and had some time left on my extended warranty. I was told I had to go in to complete the transaction with Beaverton Toyota. I went there on Sept. 29th and filled out all the paperwork. ******* Toyota faxed over a copy of my mileage (appx ***** miles) and I was told it would take 4-6 weeks to get a refund. I contacted them and left a message at about the 6 week timeframe and they never called me back. I still have not gotten a call or my refunded extended warranty for the RAV4. I will try contacting them again for information but since they never returned my previous call I dont have much faith. Up till this time I had always enjoyed working with Beaverton Toyota and even went out of my way to buy my cars from them and take my car there for service. I am disappointed.

  Business Response

  Date: 11/27/2024

  Hello Aretia,
  
  The cancelation form was signed by you on 10/1/24. All cancelation documents were submitted by Beaverton Toyota to the warranty company, Ethos, on 10/3/24. As of 11/19/24, Ethos had canceled the policy. The refund check was sent out by Ethos to your address on file on 11/21/24. Please double check your mail, and if you still have not received the refund check, please reach out directly to Ethos at ************. Thank you.

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22610081
  
  I am rejecting this response because:
  I have not received the payment and it has been over a week since it has been sent. The response also noted that the policy was cancelled 6 weeks after the application - am I being charged for those 6 weeks.

  I have left a phone message with Ethos and I am hoping they respond. I do not want to close out my complaint until I have answers.

   

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

  Business Response

  Date: 12/19/2024

  Hello Aretia,
  
  Again, the cancelation form was signed by you on 10/1/24. All cancelation documents were submitted by Beaverton Toyota to the warranty company, Ethos, on 10/3/24. As of 11/19/24, Ethos had canceled the policy. The refund check was sent out by Ethos to your address on file on 11/21/24. Please double check your mail, and if you still have not received the refund check, please reach out directly to Ethos at ************. Thank you.

  Customer Answer

  Date: 12/19/2024

   
  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:08/22/2024

  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.

  On Aug 14th I brought my car in to have 2 recalls taken car of. The suggested several things they felt i should have done. My car was taken to a local mechanic about a week earlier who said the car was in Rock Solid Shape. Because of this I knew these Items were not needed. I let the service *** know that I was not happy with the suggested Items because I know they were not needed. I left a one star review on ****** and even filled out the survey they sent me to let them know I was not happy with the issue. Then today (8.21.24)I received a phone call back from the service department wanting me to schedule an appointment to bring my car in. I have asked them to leave me alone, and would like them to put it in writing that they will not contact me

  Business Response

  Date: 08/26/2024

  All contact information has been removed from our records. 

  Customer Answer

  Date: 08/26/2024

   
  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:08/06/2024

  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.

  My boyfriend and I went in to have our regular vehicle maintence and were told that we needed very expensive and extensive repairs. We paid almost $3000 for a repair that I now have quotes for that are 1/3 of what we were quoted here. I feel as though they used scare tactics and false pictures to make it seem like the items they fixed were urgent. I be requested documents showing proof of the labor costs they charged me for as well as an itemized receipt and have yet to be given any of this sort. The service directors are uncooperative and claim that an itemized receipt can only be given through my service director. Then Ive tried calling the manager and it keeps going to voicemail. All I am looking for is either proof that the cost is justified or a reasonable refund.

  Business Response

  Date: 08/15/2024

  Following the completion of a thorough multipoint inspection, our technician identified several necessary repairs for your vehicle. The recommended services included replacing both front lower control arm bushings, which were found to be severely broken and split, and replacing the front left outer CV joint due to a tear and excessive grease contamination on the brake rotor/caliper.

  These recommendations were communicated to you and we received your approval on the day the vehicle was brought in. Attached, you will find the documents detailing these recommendations, your approval, and before-and-after photos of the repairs.
  The repair order, which you signed and received at the time of service, includes a comprehensive breakdown of parts and labor for the approved repairs. Should you need another copy of the repair order, please contact us, and we will be happy to provide one.

  We have made multiple attempts to reach you at both the number on file and the number provided in this BBB case, but we have not received a response. Please be assured that our approach is never to use scare tactics to sell services. Instead, we provide detailed photographic evidence to ensure transparency and to help our customers make informed decisions.

  We are committed to treating all our customers with respect and maintaining a clear, transparent process. All information necessary for you to make an informed decision was provided, and since the work was authorized and completed, we are unable to issue a refund.

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22101384
  
  I am rejecting this response because:
  
  I need more through photos as the photos you sent for the broken bushings are zoomed in and not clear. The new ones are clearly far enough away where you can tell what they are. 
  

  I understand I signed for approval but I also feel as though I was lied too and manipulated. These photos arent sufficient enough. And you have not reached out and I have phone records for that as well. 
  

  Please provide non zoomed in photos 
  Sincerely,
  
  Summer Cook

  Business Response

  Date: 08/28/2024

  Attached are the remaining photos we have of the repair. To confirm the area of repair, in the photo documentation you can clearly see the nut to the right of the old bushing is the same as the nut to the right on the new bushing in all pictures. As previously stated, we are committed to treating all our customers with respect and maintaining a clear,transparent process. All information necessary for you to make an informed decision was provided, and since the work was authorized and completed, we are unable to issue a refund.

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22101384
  
  I am rejecting this response because:

   

  hello, so I do accept the photos and I appreciate the more in depth photos and not the zoomed out part. 
  

  The other part of my complaint is the amount of labor you have charged me. After consulting with other mechanics, the labor charge is outrageous. Are you able to provide proof or a substantial explanation as to why the labor cost is so high? 
  
  Sincerely,
  
  Summer Cook

  Business Response

  Date: 09/11/2024

  At Beaverton Toyota, we believe in aligning our prices with the level of service we provide. All repairs at our dealership are handled exclusively by Toyota-trained technicians, ensuring the highest quality of workmanship. The repair in question was extensive and required significant time and skill to complete. As a general rule, the more complex the repair, the more hours and expertise are needed. In addition to the quality of our service, we offer a 3-year/36,000-mile warranty on all work performed, which is notably more comprehensive than the typical 1-year warranty provided by many independent shops. For transparency, we have attached a screenshot from the ProDemand catalog, which outlines the standard time required for this repair9.8 hours. In this case, we charged you for 9.4 hours, which is less than the industry standard.

• Initial Complaint

  Date:07/16/2024

  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.

  After a number of visits and multiple repairs I am left with a vehicle in the same state it was all along and set back nearly $1500 in likely unnecessary work. I say this because if the built-in fuel tank hose was truly damaged as stated, then either they caused the damage during the course of repairs or the problem was there to begin with. Either way the responsibility lies with the technicians. Instead of leading me down a course of possible issues, they could have checked first the part of that system that was irreplaceable. They hadn't let me know beforehand that this was a possibility leaving me blindsided with the sad truth. In this circumstance I call into question this supposed diagnostic tree in favor of common sense customer consideration. It looks like the system is set up to charge the customer as much as possible. It is frustrating that all of this work is done behind a veil and based on a level of trust I no longer have with their service department. Unfortunately, once the work had been completed, they refused my input. A mistake made in a misdiagnosis was described verbally in a closed door session, and not written in any of the notes. So it is my word against theirs in this circumstance. Furthermore, the surety in which an Advisor delivers whatever messages the technician provides makes it appear as though each step is likely the last in the process. I feel that I was unfairly treated and lead on by a system set up to charge the customer for whatever mistakes may be made by technicians and would like a refund for the unnecessary work, leaving my vehicle in the same state as when I first brought it in.

  Business Response

  Date: 07/25/2024

  We understand your frustration with the recurring P0440 code issue, and we'd like to clarify the steps we've taken to address it. Please see the attached repair manual.

  First Visit:
  Issue: Detected code P0440.
  Action: As per the repair manual, the first step was to check and replace the fuel cap. We also recommend replacing the purge valve simultaneously.
  Outcome: Customer declined these repairs.

  Second Visit:
  Issue: Code P0440 persisted.
  Action: We replaced the gas cap and purge valve.

  Third Visit (about 2 months and about ***** miles later):
  Issue: Code P0440 reappeared.
  Action: Customer declined to leave the vehicle for diagnosis.

  Follow-up Visit (6 days later): We continued diagnosis per the repair manual and found a leak in the charcoal canister, which we replaced.

  Fourth Visit (about 7 weeks later):
  Issue: Code P0440 returned.
  Action: We found a failed O-ring on the charcoal canister vent line, replaced it, and the vehicle passed the road test.

  Fifth Visit (about 2 weeks later):
  Issue: Code P0440 recurred.
  Action: Following the repair manual, we checked proper voltages and communication with the vehicle ECU, all of which were good. The final diagnostic step involved inspecting the fuel tank and related hoses, where we discovered a hole in the fuel tank's corrugated hosing. Unfortunately, the entire fuel tank needs replacement as the hosing cannot be replaced separately.
  

  At this time we will not be refunding the money for prior repairs. The processes on our end were followed and completed as required by the Toyota repair manual.  Due to the vehicle's age, Toyota has discontinued the fuel tank and as a dealership, we are not comfortable using aftermarket parts for this repair. 

• Initial Complaint

  Date:10/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They did proper Ganda work on my truck. They reimbursed my money because they didn't do what they were supposed to do.

  Business Response

  Date: 10/11/2023

  Beaverton Toyota performed an update and confirmed the radio, navigation and cruise control were all working normal prior to the vehicle leaving the dealership. For guest satisfaction we refunded the guest the money that had been paid for the previous work. Moving forward the dealership will not be performing any additional work on this guests vehicle. 

  Customer Answer

  Date: 10/13/2023

  They literally went in and sabotaged my alarm system on the truck when all it needed were the software update and they did some other things with my wires I want some justice and I appreciate Better Business Bureau thank you for what you're doing they did stuff in my truck that they they had no right to do??

  Customer Answer

  Date: 10/17/2023

  So when I took my Toyota Tacoma pick up up there to Beaverton Toyota I told him the only thing that needed done with a software update on my truck and they screwed up my alarm system they basically set it up to steal my truck and they broke my trust of Oregon I'll never trust Oregon again I can't get anybody to fix it right so what do you go from here somebody has to be reliable to fix this

  Customer Answer

  Date: 10/17/2023

  To the ****** ********** of ******* and financial fraud consumer protection ******************************************************************************* **** I took my truck Toyota ****** to Beaverton Toyota it's a 2016 it only has ****** miles on it and the only thing that it needed was a software update that technician went in and sabotaged my computer and basically set it up to steal my truck I wanna know what my rights are because what he did was breaking the law I've done nothing but love and take care of this truck and then they did that to me I don't want to get away with it I am very frustrated to what they did to me

• Initial Complaint

  Date:08/22/2023

  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.

  I had a 10am appointment on 8/21/23, the service was already paid for in advance by a 3rd party.I arrived at 945am and checked in my vehicle.Service Advisor said that he cannot accept the 3rd party payment from a neighboring Toyota dealer because "they are two separate companies and not affiliated".He demanded payment in order to install the parts that were also paid for.I advised him I would not be paying for something that has already been paid for. I asked for my truck back. They did not bring back my truck to where I checked in at. They instructed a lot attendant, the one that originally took the truck to the service building, to "walk him to his truck!"He instructed the attendant twice as the attendant asked for clarification. It was a half mile walk in the elements. I was humiliated and forced to walk through the service building, near cars that were on lifts, I did not feel safe and had no PPE like the staff did. I'm old and cannot risk a fall at my age and the condition my health is in. An hour after I left, a 2nd Service Advisor called and said she found the payment in the notes that the 1st Advisor refused to read.She told me all I have to do is schedule another appointment and go all the way back there. I cannot take days off work, pay for daycare, for mud flaps that have been paid for by another dealer, so a willful employee can refuse to do his job again. I demand a written apology from the Service Advisor for refusing to service my truck when he clearly refused to read the notes that explained the payment. If his coworker can find it, he has no excuse for not looking for it himself. I demand a written apology from the ** for having a process where elderly people are forced to walk in dangerous environments to retrieve my own truck from your service bay. I demand that they refund the money paid for parts and installation to the payer since they received payment and refused to perform the service they were paid to perform.

  Business Response

  Date: 09/20/2023

  Our apologies for your experience at our dealership recently. We pride ourselves in our CLEAR brand promise and providing the best service to each and every one of our guests. We will not be refunding payment for parts and labor, due to us never collecting any form of payment from the other dealership or yourself. We never refused to perform the service for you and invited you back multiple times to have it completed. We will even offer to come pick up your vehicle to complete the install. If you would like us to come pick up the vehicle, please let us know. If not, we would recommend contacting the dealership you purchased the vehicle from and have them install or seek a refund. 

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20506588
  
  I am rejecting this response because:

   

  Payment had been made or arranged by a 3rd party, as they finally realized an hour after I left. They called and asked me to schedule another appointment, take another day off of work, and wait, if they even follow through on their appointment at all. They didn't this time because a rude service advisor refused to do his job and look in the notes and see that payment had been setup. 

   

  Why would I take another whole day off of work to be condescended to by an unhappy employee. 

   

  I want a written apology for the Service Advisor's rude demeanor and refusal to install my mud flaps at the scheduled appointment that I had arrived early for. 

   

  Taking another day off of work to play their game is not an option. I'm simply out a set of mud flaps and this dealer is without my business as I live 7 minutes away. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/12/2023

  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.

  I have taken my certified used 2021 Toyota 4Runner to this dealership 3 times since August for a car that wouldnt start and a dead battery, Got 2 battery replacements, 3 different sent of excuses why my 2021 car wouldnt start and no resolution. I picked up the vehicle for the 3rd time from this dealership to be fixed under factory warranty and by Friday evening the car wouldnt start on the 1st 2 times again. It took me 3 tries to start the vehicle after it was again deemed nothing wrong with it except battery. I had Toyota customer service member contact the dealership and still no positive results for the dealership to fix the issue and properly inspect my vehicle. 1st time I took the vehicle i in August 2022 I was given the excuse that I didnt drive it enough- had over 10 000 miles on it since purchase, I was told battery was replaced. 2nd time November 27th I was told it was a dash camera that was connected via USB port to the Toyota provided USB port in the dash- they refused to inspect anything besides the battery and refused to replace the dead battery, stating it was recharged. 3rd time I took it in January 3rd I was not given no reason why my Toyota died and had a dead battery , the battery was replaced and I was given suggestions what needed to be fixed on my own dime on the vehicle. Things that would affect a start of the vehicle such as decarb of the starter ( would for sure affect starting of the vehicle) , fuel injection servicing ( would affect start up of vehicle), and I was asked to approve BATTERY replacement as well! Wtf?!!?? Only $0.01 but still I cant believe this place actually wanted me to pay anything for a battery that should have not been dead in the 1st place.

  Business Response

  Date: 01/23/2023

  Guest has a pending appointment on Wednesday January 25th, 2023 for a Toyota ***** Service Technician to inspect the vehicle. We will update our response after the diagnostics come back. 

• Initial Complaint

  Date:07/31/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 07/20/2022 I brought my Tacoma in for ****** service to Beaverton Toyota.After receiving service and while reviewing the itemized invoice I discovered what I thought was a discrepancy.Now I believe there is fraud being committed by employees of Beaverton Toyota service dept..I was charged for a service that was not performed.I was billed for parts I did not receive.When confronted *************** Consultant ***************** admitted to the "discrepancy" and quietly offered a refund.The amount of damage is approximately $170. My receipt of service was surrender to ***************** with promise of refund.I did not receive refund. I reached out to the company via text and email on three occasions. I receive same response that someone from management will contact me. Now, I believe I was fleeced and that these "discrepancies" in billing are being perpetuated by employees of the **************

  Business Response

  Date: 08/08/2022

  There was a clerical error that was caught after billing. We acknowledged the error and informed the guest that refunds can take 3-5 days. We tried to reach out to the guest multiple times to processes the refund with no return phone call. At no time were we committing fraud as we acknowledged the mistake immediately. After many attempts the dealership was finally able to reach the guest on Wednesday 8/3/22 to issue the refund. 

   

   

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17648745
  
  I am rejecting this response because: The person responding to this claim is making false statements. I have 17 text messages from Beaverton Toyota from July 19th to 08/04 communicating with myself. I visited the dealership on four occasions from Day of service to 08/04/2022. Communication is not the issue here. The theft of services / money is my complaint. 

  You did not acknowledge an error. I brought the theft to your attention, where after acknowledging the "error" a refund was promised on 07/20, **************************** the presence of *********************************** Service Consultant and ***************************, Service Drive Manager. It was to be returned to payment method in 3-5 days. That was stopped by "someone" within the dealership. I saw this on a computer screen while complaining to management / staff at dealership. Wasn't meant for my eyes.  If refund takes 3-5 days, then why are we having this conversation, the following month? On 08/04/2022 I was contacted by ***** (Cashier), Reaching out to refund $49.95.  I accepted $49.95 as partial payment towards the $170 charged for unauthorized repairs. No service was performed on my vehicle that day. I'm as shocked as you are.

  My complaint is not only for the $49.95 part (Air Filter) that was not installed, and services billed that were not performed, but for the ****** miles factory service that was not performed that day and billed to me $170 approximately. I no longer have receipt, it was surrendered to *********************************** Service Consultant upon accepting the refund attempt on 07/20/2022. If I am denied warranty on my Toyota Tacoma it will be the responsibility of Beaverton Toyota for it's assertion that it performed a ****** mile service when it did not.

  If you remember, power was out that day, appointments were deleted, chaos at the shop as I was told by **** and no service was performed on my truck. I wonder how many other non-suspecting customers received the same service that day as I did?  I want a full refund for unauthorized repairs and an apology.
  
  *******************

  Business Response

  Date: 08/17/2022

  As previously stated, the dealership has already acknowledged the discrepancy and refunded the guest for the services that were not able to be completed. All other services included in the ****** mile factory package were completed during the appointment. We will not be refunding the guest the remainder of the payment as the services were completed and rendered at the time of the appointment.  

• Initial Complaint

  Date:06/14/2022

  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.

  Beaverton Toyota (BT) said my vehicle needed an alignment at my ****** mile service. I was told it was not covered by warranty, and declined having them work on it so I could take it to *******************, which was considerably less cost for the same service. When I arrived at ******************* (**) for a scheduled appointment, I described the issue to the manager, the truck would pull sharply to the right when braking, and also pull to the right when my hands were off the wheel. The ** manager recommended that I take it back to Toyota as it could be a stuck caliper, etc., and could be a warranty issue that would be covered at no cost. When I went back to BT, I explained to the service desk the same thing I told the ** manager. The technician working on my truck (SO #******) said he "was not able to verify guest concern of vehicle pulling to the right when braking," and did an alignment. After paying $169.93 on 3/12/2022 for the alignment work, I drove out of the shop and immediately noticed the problem was not fixed. I returned and asked for somebody to go with me to show them the problem. **** drove, and I was able to have him replicate the problem. **** asked if I could come back and have a regional expert, *****, from *********, ** look at it, which I agreed to. When I returned to have ***** work on my truck, I drove to show ***** the issue with the truck pulling sharply to the right when braking, etc. ***** took my *********** was told later that he had "drained and recharged the break lines, and did some work with the calipers". As I drove away, it was immediately obvious the problem was fixed, which should be covered under warranty. The truck mileage was under ****** miles at that point, qualifying for alignment warranty, but over the 12 months time period, another requirement. The fact that the alignment work didn't solve the problem, which I doubt it needed, but the work ***** did to the brake system did, I am asking for reimbursement of $169.93 for the alignment work.

  Business Response

  Date: 06/21/2022

  ****, we are glad to hear that the concern with your vehicle has since been remedied. However, there is some confusion regarding the services that were performed. Beaverton Toyota never drained and recharged the brake lines or did caliper work. On 3/12/22 we performed an alignment and adjusted the brake pad squealer that was touching the rotor. When the vehicle came back on 3/25/22 we checked and confirmed proper operation of the brakes, and performed another alignment which remedied the concern. We would be happy to provide you with a copy of both Service Orders that shows the work performed on the vehicle. Toyotas factory alignment warranty is for manufacturer part failures, not outside influence and is good for 12months or ****** miles, whichever comes first. The alignment is what remedied the concern and on the date of the repair your vehicle was outside of the warranty window. At this time we will not be refunding the cost of the alignment.  

  Customer Answer

  Date: 06/27/2022

   
  Complaint: 17297656
  
  I am rejecting this response because:

  When I picked up my vehicle on 3/25, I asked Advisor ******************* what had been done to my vehicle, he told me ***** had "drained and recharged the brake lines, and did some work with the calipers", interestingly, there was no mention of that work done on SO #******. I would like the regional expert ***** (last name unknown) to state what he did that day to my vehicle. Why did the alignment work that was done on 3/12 not solve my issue and I had to return when ***** would be there when I had to schedule an appointment when he could look at my truck? I still contend that the work ***** did on 3/25, although not documented for some reason, is what fixed the issue I was having. Also, it is a sad commentary that I had to resort to the BBB to get a response from Beaverton Toyota. I had emailed service manager ******************* twice, called and left 2 voice mails with *******************, who I understood was *********************** supervisor, and even called and left a voice mail with owner *********************** asking her to return my call, never receiving an email or return call from anybody. Also, is there a reason why the person who responded to my BBB complaint did not show their name on their reply? Transparency of who responded seems like a reasonable expectation.

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