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:12/14/2024

  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 recently purchased a vehicle and an additional service warranty from this business. I was told when I purchased the additional warranty (which cost around $2,000) that this warranty would cover "everything as long as it was brought into that business." About 6 weeks after buying this vehicle the trunk mechanism began making noise and opening slowly. When I brought the vehicle in to have it checked, they presented me with a bill for $3500 for repairs to the vehicle that they said needed "immediate attention." This car only 6 weeks prior when I bought it was supposed to be in fantastic condition. When I mentioned the warranty I purchased they initially tried to deny that I had this warranty. Once I persisted and they "found" it, the $3,500 list they sent me magically disappeared from my email and text messages. When I brought the car back for repairs, which I assumed would be the items on the list, all they fixed was the trunk mechanism. I asked about the thousands of dollars they had listed in the other repairs and was told, "it was just fluids and stuff, nothing that directly impacts the function of your vehicle." So, either they sold me a car that needed thousands of dollars in repairs and are now lying about it because they don't want to honor the warranty I paid for, or the $3,500 repair bill they gave me when they didn't know about my warranty was a scam. Either way, this is fraud.

  

  Business Response

  Date: 12/18/2024

  On 10.24.24 ******* Damavand purchased a 2016 Lexua rx 350 from Toyota of Gladstone. When he did so he did opt to accept a protection package that would provide him with a large amount of coverage including wear and tear. All the documents associated with these coverages are attached for reference. The ** code on these documents will allow you to review all the details and coverages, on page 4 you can review any non-covered items. The one piece of information I feel may have been mis-communicated here is that these programs can be used at any *** certified shop that employs a technician with ***** knowledge/experience and accepts the Zurich coverage. 

  On December 4th, 2024 ******* Damavand visited out service department with a concern regarding the trunk. He was presented with a list of recomended maintenace items that are based on the miles and the age of the vehicle (not mechanical distress/failure) as well as the results of the diagnostic inspection regarding the trunk (total $3359.00, $1738.44 was for the repairs made to the trunk) The protection coverages that were agreed upon at the time of sale were registered however the advisor needed to do some research to find the new policies listed to the *** as there are mulitple programs depending on the coverage company. Once the coverages were confirmed and it was determined that the recomended services would not be completed the advisor marked the services either declined or accepted based on the conversations with the guest. Once that action is taken unfortunately the link is no longer valid and can n olonger be viwed by the guest, this is the software protocal and is the same for all guests. The recomendation document is always available to the customer and can easily be provided whether printed in person or emailed, it attached to this response.

  All cars will have recomendations for maintenance, and they again recomended based on time and miles not mechanical distress. I did ask our drive manager to review the recomended services and he has indicated that these were basic items he would recomend on this vehicle. 

  The vehicle is as presented when purshased as there is nothing mechanically needed to be repaired in reagrds to the recomendations, they are simply menchanical recomendations that are based on mileage and age. 

  I am personally available anytime you would like to discuss this. My direct line at the dealership is ************ and my email address is ***********************************************************

  Thank you, 

  ******* *****

• Initial Complaint

  Date:11/24/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March 2021 we went to Toyota Gladstone for a new vehicle. It came down to a 2018 Highlander and a 2017 ****** pathfinder. The ****** was stickered at ***** and the Highlander at *****. We had been told by our salesman ***** that the finance department said we could not afford the Highlander unless we had a co signer due to our financial situation. We ended up agreeing to sign for the pathfinder. At the time we lived about 2/3 miles from the dealership. Before I made it home I noticed what I learned to be transmission issues. The vehicle lost power, wouldn't accelerate and the check engine light came on. Right away I called the dealer and they suggested I bring the vehicle in have looked at by service. They had the vehicle for about 4 days and had given us a rental for that time. I returned to pick up the ****** and again noticed the vehicle was having the same issues as before. They had the vehicle back in service three separate occasions from March 13 until March 29 when my husband and I decided to return the vehicle for mechanical failure. Upon arriving we were told our trade in was sold at auction. The dealership including the salesman GM and our finance guy ***** agreed to give us sticker price for the ****** towards the Highlander. We recently learned that never occurred. I was informed on 11/22/2024 by ** ****** that the *****+ warranty refunds squared our ****** contract. My question now, how is it that a vehicle we were informed we couldn't qualify for we suddenly qualified for plus -equity that was added into our Highlander loan. If Toyota of Gladstone HAD done what we agreed to our loan for the ********** would be paid off. We are currently facing repossession due to this dealer's negligence. We feel as if they lied to us to make a sale on the ****** and then manipulated us into buying the Highlander in an attempt to prevent us from taking legal action for the transmission issues and then not having our trade in vehicle available to return back to us.

  

  Business Response

  Date: 11/27/2024

  Please see the attached document which is a copy of the breakdown we sent to Toyota ****************** to explain the charges incurred. There seems to be some confusion regarding was a payoff on the loan that was put in place on the original purchase of the ****** Pathfinder. When we took the ********** back we paid that loan to a zero dolalr balance with the exception of the negative equity that was from the car they traded in which was $2700.00. 

  Thank you

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22599151
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* *******

  i just want to begin by mentioning the vehicle you mention with 2700 dollars in negative equity is not even the vehicle in question. We shouldn't have had any amount of "negative equity" as the "sticker price" of the pathfinder was given as agreed trade in value as previously all parties had mentioned both on our sales contract and in gladstones report to the CFPB 

  I also would like to inform all parties involved that when I attempted to open the attached document sent by Toyota it opens up a "MyChart" link which to my knowledge is for medical needs not for a car dealership document. The General manager at the time of our purchase of the ********** said due to the extreme inconvenience Toyota of Gladstone had caused which included auctioning off our 03 Yukon Denali even though they were made aware with in 24 hours of the purchase of the pathfinder of its mechanical problems which left my husband and I without a vehicle the ** said the dealership would eat the cost of the loan and give us the value of the pathfinder into the balance of the Highlander. 

  today November 27 my husband and I spoke with ****** the current GM at Toyota of Gladstone and we set up a meeting for Friday the 29th of November so that he will be able to review our documents. 
  
  

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just purchased this vehicle on March 10, 2024 and the reason I made this purchase was because I do a lot traveling with my vehicle and needed a car that worked with my phone maps/GPS. However, shortly after I bought the car I noticed the Apple CarPlay maps wasnt working, Ive tried to troubleshoot myself by updating my phone and cord. I contacted Toyota of Gladstone, I took it in and they ran diagnostics but came up with nothing. I havent been able to find anyone at Toyota of Gladstone/********* to help me with this issue in fact one of the employees there told me this is a common issue with Toyotas, but no one made the effort to let me know this before I bought the car even though I specifically stated my reason for buying this car. Its a very huge safety hazard and I just dont feel comfortable driving my car anywhere since it isnt reliable Ive gotten lost 3 times. So far Ive put in ******* into a car that all the features dont work. I dont have pictures but I have videos of proof.

  

  Business Response

  Date: 08/20/2024

  Hello! 

  We spoke with ****************** directly after the filing of this complaint and made arrangements for her to come to the dealership. She initially wanted to continue to work with Beaverton Toyota but after realizing that Toyota of Gladstone would not be able to participate in helping she agreed to come here and work with us. 

  During her visit we were able to determine (with help from a Toyota represetative) that the navigation antannae was bad and was placed on order. When ****************** came in to have it replaced we assessed her vehicle for trade in value and she chose not to accept and instead traded her car in with another manufacturer. 

  Thank you so much! 

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22027827
  
  I am rejecting this response because:
  

  They are very unprofessional, and the people at this location should take accountability of their actions 

  
  Ive been dealing with Toyota back and forth since I bought the car, originally when I bought the car I had messaged the sales person and told her my problem about everything that Im using the maps and it would say I was going a different direction and she told me Yeah Im not sure how to fix that , thats just with Apple Maps. It does that to me too. Never told me to bring the car in or anything. I called Toyota itself and told them the situation and they told me to take it to the ********* location and thats when one of the workers there said the comment about Toyota isnt great with Apple products & I said to them thats something they should tell people before they buy this car. Then I wrote a message under BBB, and thats when ******* called me and I told her about my situation and she was rude to me on the phone, cut me off when I was trying to explain the problem and accused me of lying and I said why would I lie about something thats happening and had videos for proof. She then told me someone would reach out to me, **** called me on a Friday 7/26 I was out, so I didnt receive the call until later on I left a voicemail, didnt hear back so I called back the following Monday left a voicemail he never reached out to me. I finally get my car in at that location and they tell me there was a problem with my car it was the satellite that needed replaced so I set an appointment for the following week to be serviced and I mentioned to them that Im just unhappy with the behavior and dont want to be apart of a business that will be disrespectful when I was speaking to them nicely and wont reach out when I tried speaking to them to solve the problem. **** finally calls me 8/14 to confirm my 8am appointment to speak with charity. I show up on 8/16 at 8am and one of them receptionist approach me and I told her I was in to speak with charity or **** and she then says charity doesnt come in until 9am & **** is on his on way I spent a whole hour waiting for them to come in patiently. ******* ended up being sick so I saw someone else, I tell this other person that helped me the whole situation, he apologizes for charitys behavior but then says sometimes some people have bad days basically gas lighting me and that if I believed in second chances when Ive been dealing with this for 6months he just found out about it that day. I would understand if this was an older car having problems but this was a brand new rav4 2024 that I had bought 6 months ago from them. He said he was willing to payoff the car for me but I only had 2 choices they can fix the satellite or I chose a different car from the lot. I then expressed Im unhappy with their business there started crying and asked him how would you feel if you were treated this way, you want me to chose a different car and be unhappy leasing a car just because you guys cant help me end my lease. towards the end of it I wanted nothing to do with Toyota based off how they handled the  whole situation. So I had originally agreed to choose a different car, but honestly after dealing with this for months and that conversation let alone & putting money into a safety hazard I needed to get a second opinion so Im now happily with a different company. I feel like this couldve ended in a better note, I hope no one ever gets treated this way.

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

• Initial Complaint

  Date:05/01/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Resolution requested: $3,000 discount and a complimentary extended service protection, the *** Platinum, for a RAV4 Hybrid bought on 12/31/2023. Deal# *****. Please see issues below.1.No official offering price invoice from Toyota of Gladstone for RAV4 Hybrid.On 12/31/23, I signed paperwork listing the options and itemized charges that were added to the ***** but this documentation was not included in the purchase agreement I received from Toyota of Gladstone and manager ************************* said it doesnt exist. Possible violation of Oregon statute ORS ******* (1)(u) 137-020-0050 Motor Vehicle Advertising. 2.****** Toyota advertised the car, same ***, for less than I paid at Toyota of Gladstone.On 1/2/24, ****** Toyota was advertising the exact car that I had previously purchased on 12/31/23 for a lower price than what I paid Toyota of Gladstone. I presented a copy of the RAV4 Hybrid advertisement from the ****** Toyota of Hermiston website to *************************, Sales manager at Toyota of Gladstone on 1/2/24 who said he would discount the price of the car. Emails have been exchanged, but no action has been taken by Toyota of Gladstone and this situation is still unresolved as of today. I sent follow-up emails to *****************************, General Manager, on 3/1/24 and talked on the phone with ************************* on 3/2/24. 3. Toyota of Gladstone made false statements regarding the location of the RAV4 Hybrid, including on the day of the purchase and several days thereafter.The vehicle was not at **************** as stated multiple times on 12/31. I researched the *** and discovered this exact car was still listed for sale at ****** Toyota of Hermiston two days after I purchased it. 4.The RAV4 Hybrid was dirty when it was delivered to me at Toyota of Gladstone.Food crumbs, bacon, and sesame seeds were on the drivers side floor and I am concerned about how the car was driven during the 200 mile journey before I took possession. Thus, requesting extended service protection.

  Customer Answer

  Date: 05/01/2024

  Hi. I received a call from ************************* at Toyota of Gladstone today (5/1/24) at 5:30 pm in response to my BBB filing. I am respectfully requesting to work with someone other than ****** due to his lack of follow-through these past four months, unprofessionalism (e.g., labeling my request "unreasonable" and saying that over and over on the phone), and low level of approval authority.  He did offer to purchase back the vehicle, but I would need to see the terms in writing before considering.  Thanks for your help!!

  

  Business Response

  Date: 05/03/2024

  On 12.31.23 ************ purchased a Rav4 Hybrid from Toyota of Gladstone. On 1.2.24 she came in and brought an advertisement to us showing the car was discounted at another dealership (from where we had secured the car via an inventory exchange) for $1000.00 less than what she had agreed to pay when purchasing from Toyota of Gladstone. ************************* (Sales Manager) agreed to reduce the price of the Rav4 Hybrid by the same amount via phone. ************ had originally asked for us to reduce the price of the car by $3000 and we denied that request. She emailed **************** to reiterate there conversation with him citing the original request of $3000 to which **************** replied by reminding her that he had agreed to match the $1000 discount, which would result in a check of $800 which was the difference she had paid since we reduced the price by $200 at time of purchase.At this point we never got an affirmative response from ************ and the check was not written. On 5.1.24 Toyota of Gladstone received this filing and *************** reached out to ************ and made an offer to mail her the check for $800.00  OR to purchase the vehicle back from her to which she replied she would think about it and get back to us. As of today 5.3.24 we have not heard back from ************ and while we would like to find an agreed upon resolution we feel as though we need to find closure on this case as the offer to buy back the car cannot be and is not open ended and we have not found a resolution that works for both parties monetarily. We have prepared a check for ************ in the amount of the originally agreed upon difference of $800.00 which will be mailed next week. 

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21651701
  
  I am rejecting this response. The $3,000 and complimentary VSA Platinum extended service protection represents compensation for purchasing a brand-new vehicle yet receiving a vehicle that had high mileage, was dirty, and was advertised for a lower amount at another dealership. 

  On 12/31/23 I purchased a brand new RAV4 from Toyota of Gladstone that was supposed to be at the **************** and delivered on 12/31/23; however, on 1/3/24 I received a dirty RAV4 that had been driven over 200 miles. I never granted approval for the car to be driven from *********, OR to Gladstone, OR.  It should have been trucked. Car and Driver states:In general, you can expect a new car to have less than 100 miles on it, simply from transport and test drivers. If the cars mileage exceeds this limit, it might be appropriate to ask for a discounted price or a replacement vehicle While you certainly don't want your new car to have more than 200 miles on it.
  

  On January 2, prior to delivery of the dirty car with over 200 miles on it, I received an email from ****** stating the dealer would discount the price. No corrective action was taken. I followed-up in early March with the general manager and ******, and again no corrective action was taken. Engaging the BBB in early May, on this issue which is over four-months old, seems to finally spur action.
  

  Additionally, Toyota of Gladstones offer to buy back the car did not come with a purchase price, so I would like to confirm that Toyota of Gladstone will pay the original cost of $34,900. This information is required in order to consider the offer.
  Thank you for your time.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 05/11/2024

  As stated previously we are in a position to offer a buy back of the vehicle ************ purchased from us and we have mailed her the check for $500.00 which was the initally compensation offered. We are prepared to purchase the vehicle back at fair market price which will be dependent on miles and condition. We will be happy to send her a link where she can provide all the information needed to complete a fair assesment. 

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21651701
  
  I am rejecting this response. Toyota of Gladstone sold me a brand new RAV4 Hybrid for more than the advertised price and then delivered a dirty, used vehicle 3 days after the stated delivery date. The New Vehicle Delivery Check Sheet shows the car did not have a quality inspection prior to delivery and the interior was not cleaned and undamaged. As we all know, $500 is not the amount that Toyota of Gladstone initially offered, nor is it sufficient compensation for the multiple issues associated with the purchase of a new RAV4 Hybrid from Toyota of Gladstone. The resolution in this case is either (1) buy back the vehicle, at the suggestion of the dealership, at the original purchase price or (2) refund the down payment of $3,000 and provide the *** Platinum extended service protection.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 05/21/2024

  It is not the knowledge of Toyota of Gladstone that anyone agreed to a $3000 reimburesement along with a no cost VSA. Toyota of Gladstone is prepared to offer a payment of $800.00 which covers the $500 price difference for the Rav4 as well as the additional unexpected miles. I will offer as a well a full detail from Toyota of Gladstone, if you would like to take advantage of this please feel free to call me directly at Toyota of Gladstone (*************************). This is what we are prepared to offer, $800 which went out in the mail last week and a full and complete deatil OR we will buy back your Rav4 at current market value. Thank you. 

  Customer Answer

  Date: 05/27/2024

   
  Complaint: 21651701
  
  I am rejecting this response because I spoke with *****************************, General Manager, who is providing a follow-up offer.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 05/30/2024

  Hello. I spoke with the General Manager at Toyota of Gladstone, who called me after he was contacted by the Executive Offices of Toyota Motor Sales, and we agreed on follow-up action. I received a second compensation package from the Dealership this week, so I can now consider the case closed. Thank you to the BBB for all of your help in resolving this matter!

• Initial Complaint

  Date:02/12/2024

  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.

  FIrst I would like to start off by saying the salles associate who sold ** the car was amazing, same with the mechanic who handled our car issues , and who was in contact with me while going thru the repair process. We bought a 2020 ****** ascent from gladstone toyota, in August 2023. When we took the car for a test drive, on inital start up the car made a ticking sound which we were told is just the ac in the car. As time progressed people started commenting on the ticking ,we didnt think much of it we were told it was the *** but we figured we better get it cheked out. luckly we already had an appointment coming up for an oil change, plus my breaks were bad they would shake when I applied them. (after 3 months no way )We took the car,let them know our concerns, they called us let us, said the pads measured at 3mm and the front and back rotors are warped, the ticking was the exhaust manifold gasket leaking. After 3 months?? I asked about the presale inspection report, and found out this was all noted on the pre inspetion report and recommended to be fixed, but it never got fixed before selling to me. This informaion was not dislosed at the time of sale!! we were assured everything was inspected,no problem's,no recalls.... after negotiating on cost, which i shouldnt of had to pay. The ** to agree to pay half the cost, and no more. but there is still a ticking sound, from a crack in the exhaust manifold. I was told this doesnt effect the car or its function, and dont need to fix. fixing it, it would be an additonal cost. iv been told that the crack is most likely due to the exhaust gasket leak.... I just bought a car,iv had for 3 months, i pay 700 a month for, and I have to pay $687.61 dollars on repairs,and still needs a new exhaust manifold. I should not have to pay for this to get fixed. I just want my car to function properly and be fixed. this never should have happened. or been sold with these issues.

  

  Business Response

  Date: 02/24/2024

  Toyota of Gladstone has agreed to cover the cost to replace the exhaust manifold on the vehicle ************ purchased from ** in August of 2023. While we do maintain that we have already gone above and beyond when we replaced the leaking gaskets at a cost of $944 we also believe in the relationship we have with ************ who has been patient, kind, and respectful during this process. ************ can reach out to me at anytime if there is anything she needs and has my contact information. 

  Customer Answer

  Date: 02/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory. I am extremely happy with this outcome and with the treatment and respect I received from all involved, the employees were all extremely polite, understanding and respectful. I really appreciate all they have done, it really goes along way these days just to show a little kindness and understanding of what everyone is going thru in the world right now. I would highly recommend gladstone toyota to anyone!! 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/24/2024

  Type:Order 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.

  Please call me to make it easier for me to explain in person. There has been multiple interactions with the company in my attempts reslove matters with gladestone of Toyota and they are not wanting to meet in the middle.

  

  Business Response

  Date: 02/03/2024

  **************** purchased a 2019 **** Taurus from Toyota of Gladstone on 12.17.22, at the time of purchase the vehicle had ****** miles and it was purchased as a pre-owned vehicle.

  
  **************** had at the time of purchase expressed concerns about air possibly coming through the doors on the driver side of the vehicle.As you can see by the documents submitted by **************** we agreed to check the vehicle door *****, exterior trim, windows for catching/grinding, alignment, lube the steering wheel and front seat tracs as a part of the agreement to purchase. We did not however make a commitment to make any corrections.  As you will see in documents presented by Toyota of Gladstone on 12.27.22 Toyota of Gladstone completed an inspection to address the concerns *************** had in relation to the items in the promised list. Our service department was unable to duplicate and of the concerns however we did order the parts to replace the door ***** from **** and made some adjustments to alleviate the concern of air flow. ON 01.31.2023 the door ***** were installed, the car was re-inspected for rattles and seat tracks were lubricated. The cost of this visit was $628.80 and the bill was submitted to the sales department for payment the total cost to the customer was $0.00.
  On 4.07.2023 **************** came back for oil change and was siting similar concerns as previously discussed. We agreed to replace the weather-stripping a second time at no cost to the customer. The total amount of this bill was $534.75 to the dealership.  **************** continued to express concerns over the air flow coming from the driver side of the Taurus; Toyota of Gladstone could not replicate the concern. We advised Mr.****** that he should take the car to **** as they would have certified technicians who specialized in the **** products and they could advise further.At this point Toyota of Gladstone had fulfilled the promise made to Mr. ******* which was to check for any abnormalities related specially to the concerns listed at the time of purchase. Not only did we fulfill the owed items we also made corrects to the total dollar amount of $1,163.55.
  It was not until October of 2023 that **************** took the Taurus to the **** dealership to have the car inspected. The consensus there was that the * pillar had been pushed in and needed an adjustment as submitted by **************** and attached to this complaint the estimate to make this correction is $534.50.
  We have communicated to **************** that Toyota of Gladstone not only had fulfilled the agreement we had made to check the air flow concerns but we had further contributed parts and labor in an attempt to make corrections that would be satisfactory which was above and beyond what had been promised.
  In August of 2023 **************** verbalized concerns regarding his interest rate on this vehicle indicating that the rate he has contracted with the bank is not the rate he had agreed upon verbally. We have explained that Toyota of Gladstone does not make verbal agreements with clients or banks and all financial agreements are presented in writing and must be approved by the bank and the client. Attached I have supplied evidence of ************************** signature on three documents indicating he was not only aware of the rate but also agreed to it.
  In verbal communication before these complaints were filed **************** was in agreeance that he signed for the rate and was made aware that we would not be able to further assist financially with adjustments to the * pillar as it was not only 11 months after the purchase date but that Toyota of Gladstone had already contributed what we could to help.
  In most recent communication after this complaint was filed **************** said that we had done absolutely nothing to assist. While explaining that this was not case and reviewing the multiple conversations, visits and financial contributions we have made **************** hung up on us and has ceased further communication.
  Toyota of Gladstone ascertains that we have gone above and beyond to openly communicate, provide assistance in the form of service inspections, parts and labor, as well as provided evidence to ****************  in regards to his various complaints. 

  Customer Answer

  Date: 02/04/2024

   
  Complaint: 21190778
  
  I am rejecting this response because: Toyota of gladstone never fulfilled their promise on agreement. one parts of the things on the promise note was filled. and the second time I was at the dealership they said would replace door seals but never did. also the took out my sides mirrors and never put them back in right and they said I would have to replace them. unfortunately, I had to wait some time for a available appointment. Toyota of gladestone should work on being honest with there customers and the community they served instead of not telling the whole story that has happened during all of this.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 02/06/2024

  At the one time of ********************* attempt to fix part of problem the trim seals started falling within a few days of them being replaced. and they were supposed to be replaced but never did hence the side mirrors that damage. then the quote from the **** dealership is part of the basic work up of the bill not about fixing the b pillar that was clearly don't prior to me getting the car. not to mention the amount of money I had to spend on the car to get road worthy and safely. Toyota of gladestone has taken advengte of first time car buyer and someone who is single dad that both himself and child have disability and they know about.

  

  Business Response

  Date: 02/08/2024

  Thank you for sharing ************************** response here. 

  **************** is siting that the weather stripping that we installed at no cost was falling off shortly after install and was never replaced, Toyota of Gladstone has replaced the weather stripping with no indication that it would provide any resolution for the airflow **************** was experiencing because we were never able to re-create the problem. When I spoke to **************** in October of 2023 he never shared any information about the weather stripping being anything other than intact. At this time he had just visited with the **** dealer and the weather stripping was installed the second time in April of 2023. The quotes presented from the **** dealership attached to this complaint and provided to Toyota of Gladstone show no charge with the exception of preliminary quote from the body shop to realign the LT DOOR SHELL and all associated charges. His list of concerns does not include weather stripping sagging and/or falling off on any part of the vehicle however **** would need to remove it as part of the work to correct the misaligned door which is caused by the pushed in B Pillar. As previously stated the vehicle inspection done with the **** Dealership took place almost 9.5 months after the vehicle was purchased by ***************** 

  Toyota of Gladstone has received no correspondence from **************** regarding the vehicle being unsafe and not road worthy at the time of purchase; this is the first communication indicating such.  At this point Toyota of Gladstone would ask *************** to provide any and all receipts that are associated with making the vehicle he purchased from us in December of 2022 road worthy and safe.

  
  It is not our intention to take advantage of any persons at any time and we are more than willing to take fair action to rectify any occurrences of disruption that take place with any vehicle or any customer service issues that arise. We believe in this circumstance with the information provided with the timelines as they are that we have provided ample assistance and gone above and beyond what was promised at the time of purchase. 

  Customer Answer

  Date: 02/20/2024

  I did send to 2 responses my issues after they respond with lies and complete disregard for the truth and no attempt in being truth in what happen. That I have been having with Toyota of ********************* with no attempt by them in resolving this. So, this shouldn't be closed tell some attempt to resolve this matter is meant.

  Customer Answer

  Date: 02/20/2024

  I provide more than enough information and called about the air flow with car sent i got it and but have been drug though the mud the service department and get no return on phone calls and treated and garbage by Toyota of ***** stones employs and each time they have my car they make even worse and have provide more than enough paper work about what it cost me to get the car road worthy and got the service manager about it too but got treated like garbage again.. hence the reason why it took me 9.5 month to go to a **** dealership is because is when I got the ok for take the car somewhere rather than ******** hence how the problem was figure out the Toyota of glade stones sold me a wreck and a unsafe car. and had to wait for an appointment. and the I wish someone would actually call me from BBB and let me explain then sitauin rather than this way. I refuse to be degraded and disrespected by any at Toyota of gladstone anymore. I just want my car to fix my son and I as promise...

  Customer Answer

  Date: 03/19/2024

  I put ***** down on the car on 12-17-22 which isn't reflecting the amount I owe on my car, which is still too high with all the problems that are going on with the car. and I i am making double the amount of the minimum monthly payment and still owe way too much on my car. Granted, I have taken to the dealership to only be treated like I was some worthless person and knew nothing I was talking about. and kept on getting switched around between person to person so I had no one to talk to. Each time I got my car back there was always something else wrong with my car. Not to mention it took me an hour at least to get to the dealership depending on the time of day. I have been lied to about what I was signing and what promise to be fixed on my car which still isn't being resolved. and I have tried to resolve this with the dealership but have been having to call daily to only be told to take it somewhere else when its ********************* that is responsible for fixing my car. Life happens at times and the **** dealership took a bit to get back to me and then took a awhile to get the car in for a appointment for which I was question why I was sold the car with the problems it is having and why isn't gladstone fixing their own problems. to find out the car has been in a wreck and b piler has been push in, and the presoivuer owner has replaced the windshield and didn't fix on the driver side and only painted the driver side of car that doesn't even match the car. then to have ********************* try to say that I did all this when the problems that I have been bring car in for match what has happened with the car and its clear it was done before I even bought it. The car has major draft, and leak, so it never stays warm or cool inside the car, transmission is giving struggling, floor liner not even put it right. electeral issues on the driver side, paint pilling off the driver side, molding falling offing, and so much more which I have brought to Toyota of gladestone  attention but get told I don't know what I am talking about. I have a child with special needs like myself which they knew about and I have stress the importance of having a safe and reliable car. 

  Customer Answer

  Date: 03/19/2024

  Some of the stuff I had to right after the care to get the car road wrothey and safe. Since rotors were heat creak which the services **************************** about. Which I have been excuse of addeding stuff to the car which cause the problems which isnt the case the car came with the add ons. I have text msg of the extremely poor communication by service reps at totoya gladestone

  

  Business Response

  Date: 05/22/2024

  Toyota of Gladstone has provided ample assistance and has followed through with assisting **************** in the repairs to the vehicle we had agreed to when he purchased from us. Toyota of Gladstone has contributed all we can and we are not prepared to offer any further assistance. 

  In regards to **************** being told it was items he had added to the car that were causing the problems this has already been addressed with **************** during a phone call when it was explained that our Service Manager was mistaken in his belief that **************** had added the weather guards and that ************** (Myself) had confirmed by researching the in take pictures of the vehilce that they were already on the car.

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21190778
  
  I am rejecting this response because:
   They have sold me a car that clearly was in wreck, and I have taken into Toyota of gladstone serval times to have the multiple issues address. even if it meant driving for over an hour and sitting at a town that I did not feel comfortable in. The last time I was there they pulled out both of my side mirrors and told me that those need be replaced, and the trim and moldings need on both sides of the car need to be replace. and that they would get back to me but that never happen, just like the amount of money that I had to put in the car within 2 months of having car due to improper tires and bad rotors on the car that clearly were overlook by Toyota of *********************. Never once addressing the other issues that I have stated in this ongoing complaint. I was told to take it to **** which I did and stated the situation about that in the complaint as well. No need to write a story. Toyota of ********************* as taken advantage of single father of special needs that they knew about and now wont though with they said they will do nor do what is right. All I want is my car truly fix and the payments corrected...
  Sincerely,
  
  *********************

  Customer Answer

  Date: 05/29/2024

  How about them previously stating that they would reimburse me and or help me with the car? Just before the case was close by mistake No attempts or anything have been made to do that?? But since the case was reopen, they have taken the approach of making up lies that have tried to help when in fact they haven't at all.

• Initial Complaint

  Date:04/07/2023

  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.

  ******** (******) and me agreed on a price of $39,306.00, when i went in to sign documents the finance guy( Momo) had me sign all documents on a ipad the transferred to computer in those documents was a $ ****** undisclosed fee for a ***** dollar theft protection program that i never knew about because it was never disclosed to me. I think they were trying to get the purchase price back up to ********* as that was what they wanted at first. After i caught this the next day i called Momo and he admitted it was bundles in all the extra costs but that he should have disclosed this up front. It looks like fraudulent buisness tacticts to me.

  

  Business Response

  Date: 04/07/2023

  I left a voicemail with ******* to return my call. I can not apologize enough that this has happened I can assure you the numbers are coincidental and this not a typical practice. I have requested  a refund be posted to your Toyota Financial Services account, the credit should posted next week. Please keep an eye out for it and feel free to call at any time. 

  *************************

  ************

  ************

  Customer Answer

  Date: 04/11/2023

   
  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. I spoke with sales manager and she refunded the amount that was not disclosed at signing of sales agreement i have no reason not to believe her response as she seemed very honest and polite. I am a elderly man and am not as sharp as the sales people who work there so i have to trust the people i deal with. I wish they would post all their extra add-ons on the wall so all customers get the same GREAT DEAL as the next person would when purchasing a extended warranty when they finalize the deal, that way there are no misunderstanding( like when you go grocery shopping)everybody pays the same.

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

• Initial Complaint

  Date:02/23/2023

  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.

  I agreed to have my Toyota truck worked on. I went in for an oil change and they told me I needed new brakes. I agreed. They had a Lyft ride pick me up 3 hours later. When I arrived to pick up my truck, they told me about the tire rod leaking cost would be an additional $1000.00. along with the $1400 for tires and brakes. I asked if it was safe for me to drive? **** spoke to his manger and they proceeded to me a rental car.. Today my son spoke with **** and was told the $1000.00 was one item that was replaced. It was never explained in detail the told cost. It is now $4000.00. While talking to my son **** told him it was on the paper under the one I had been shown . I called 1/21/23 twice no one took my call nor did anyone reach out to me about this amount ($4000.00) or more.

  

  Business Response

  Date: 03/04/2023

  Good Afternoon, 

  ***** met with *************************** (Service Director) and was offered a $1000 discount for the services that were completed on her Truck. We have go over some training points with **** in being clear that all charges need to be clarified and a total price should be made quite clear. We appreciate the opportunity to correct our mistakes. Please let us if we can do anything more to help. 

  *************************

  Customer Service Manager

  ************

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19450540
  
  I am rejecting this response because: I had to take my Truck back the brakes were sloppy making a whooshing sound when applying pressure, they went all the way to the floor ( I was told it was nothing however, this could be due the brake booster leaking air). My steering column was making noises. I sat for 2 hours and was told the brakes were normal and the steering column was in need of an internal part replaced. I am not sure about the so called discount they gave me, but I paid them to get my truck back. My truck was not repaired correctly. They charge whatever they want whether or not I agree with it. I'm waiting to hear from them about this internal part to be replaced. My time is worth  money as well, This was a simple oil change on a maintenance plan that was a surprise I had purchased the last time I had my vehicle service. I was told then it needed a fan belt replacement, but however they didn't replace the water pump because once again the service guys didn't communicate with the sales floor it need to be replaced until after the engine was put together. I know nothing about repairs on a vehicle but every time I come here I walk away with thousands of dollars ( not hundreds but thousands) in maintenance fees.

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

  

  Business Response

  Date: 03/22/2023

  Good Afternoon, 

   

  We are still working with ********* on getting her squared away on the car, she is coming in to meet with on 3.22.23. In regards to the discounts we have provided after her previous visit we wish to provide some more detail. We extended a $500.00 direct discount and did a no cost brake service.

   

  Please let me know if you have any further questions. 

   

  Thank you so much! 

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19450540
  
  I am rejecting this response because: This is misleading as the initial complaint, they charged me $4,007.33. I paid $3,550.60 a difference of $456.73 not $500.00. ON my invoice it states Front Brake Pad replacement, Front brakes.. also states found front brake pads still good, started resurfacing rotors and replaced pads at on charge to customer. "This was their error" This was not part of a cash reimbursement or discount. The fact they told you "BBB" they gave me $1000.00 goes to show the lack of responsibility to the consumer. I want Toyota to be more transparent about the costs, how much parts are and then break it down to show how much you pay in labor costs. So at that time we can make a decision to take the vehicle elsewhere. I want my full $1000.00 as they told you they gave me. I noticed no apathy or concern coming up with some random amount to tell you that they gave me $1000.00 and now $500.00 in each case is incorrect. My concern is how  many other Senior citizens do they take or have taken advantage of. I was asked before they completed my truck to agree and end this dispute. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 04/13/2023

  Thank you for your response. We would love to have the opportunity to discuss this over the phone or in person but have not been able to reach you and have not received calls back after leaving voice mails. We are not in a position to extend any further discount at this time as we have already extended monetary compensation as well as a refund for services. Please call *************************** in the service department with any further questions.

  Thank you so much! 

  Customer Answer

  Date: 04/15/2023

   
  Complaint: 19450540
  
  I am rejecting this response because: You left 2 voice mails while I was on vacation.. ***** and I had spoken prior or while my tuck was in your care. I agreed  to the non-disclosure that you would fix my truck if I agreed to this complaint. I would have agreed to whatever he offered me. I would agree to anything to have my truck fixed correctly. As far as Toyota not having enough to give is an outrageous "2 day rental car". You told the BBB you gave me a $1000. that's my point in the first place "false". As was the work done on my vehicle. (Transparency on all work orders.) 
  
  Sincerely
  
  *******************************

• Initial Complaint

  Date:09/26/2022

  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.

  Bought 2021 RX 450h on Sept 6, 2022 I was not told that no sound in any part of the car worked (navigation, radio, blue tooth, phone, etc.) because the system wide amplifier was broken. I did not test radio at the dealership because I believed a dealership would not sell a broken car. I discovered the problem on the drive home. I called the dealership on 7 Sep 22 and I was given the run around including the service shop didn't tell the salesperson of the issue followed by the only place the warranty repair could be done was Lexus of ******** because they diagnosed the problem in the first place. I was not told that the amp would be on back order or that no amps were available in the US. The ******************** service folks have no idea when the part will be available. I found this information out by talking to ************* in ******. Additionally, as part of the deal, Gladstone included an additional key that would be shipped directly to me at no charge. I have not received the key. I called today regarding the key and was told that Gladstone Toyota could not buy the key and send it to us per a sales manager. Instead, now we must buy the key and Gladstone Toyota will reimburse use. Why would the sale manager initially say include a key and now change his mind? Why didn't they call me immediately to tell me to buy my own key and send a receipt for reimbursement?The entire deal smells. I believe I am due an adjustment to the purchase price as the radio doesn't work. I will take a partial refund of the purchase price.

  

  Business Response

  Date: 10/08/2022

  Thank you! 

  As of today 10.08.22 we have reimbursed ************************ for the key and the programming that was done by her at Lexus. We are in communication with both her and Lexus and are awaiting an answer from Lexus on how to go about getting the part that is needed to correct the issue in the Lexus (the amp). 

  Our Service Director *************************** has been in touch with her and updated her and we will continue to do so as we work with Lexus to find the best solution. 

  Thank you, 

  *************************

  Customer Answer

  Date: 10/08/2022

   
  Complaint: 18131877
  
  I am rejecting this response because:  1) Business has not reimbursed for key programming, only key itself.  I ordered the key and sent that receipt but have not sent the programming receipt yet.  2) The business sold a defective car at a nondefective car price.  They knew the car had a burnt out amp when it was sold to us.  They knew the amp was on back order and that none were available in the US.  They knew it could be months before an amp is available.  Therefore, we want money equal to the difference in price of the car with a working amp versus a car without a working amp.  The amp cost is approximately $2500.  Therefore, we are requesting $2500.00 and reimbursement for programming the key.  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/26/2022

  Good Afternoon! 

  We will be waiting to come to an agreement with ***** until the Lexus is fixed which seems as though it will be this week. ***** was asked to send the additional receipt to ***** and we are processing that check for her. 

  Thank You! 

• Initial Complaint

  Date:06/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used 2006 Toyota Highlander on 6/4/22 a Saturday. I told the sales person I would have it inspected by a mechanic Monday and would be returning the vehicle if any issues were found. **** the salesman stated that would be no problem. On Monday my mechanic inspected the vehicle. Several issues were found including frame damage that was not disclosed to me when purchasing. I called Tuesday 6/7 and requested a manager call me and that I would be there to return the vehicle that afternoon. A manager called me back and was very rude. I was told I bought the car as is and they would not accept it back. I explained to the manager I was told if I had an issue I could bring it back no problem. He said he would talk to the general manager and return my call. He did not call back. I showed up to the dealership at 5:30pm to return the car. I talked to another manager who was extremely rude and called me a liar. Told me nobody would have said I could bring the car back. He said he would have his shop look at the car and if they saw the same issues they would fix the car. They looked at it and found nothing wrong. I was told if I brought in a written letter from my mechanic stating the issues they would fix them. When I asked how much time I have to do that he could not answer me. I left there in tears and very frustrated. I have been sold a damaged car and they do not care. They just want there money. Do not buy from this dealer. They are the worst car dealer I have ever worked with!!!

  

  Business Response

  Date: 06/14/2022

  This situation has been rectified and it is my understanding that the customer is happy. The dealership did not hold the complainant responsible for the agreed upon contract on the Highlander and we did take the car back and issued a full refund of the down payment to the customer. 

   

  Please let me know should you need anything further from Toyota of Gladstone. 

   

  Thank you 

   

  *************************

  Customer Answer

  Date: 06/14/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Sincerely,
  
  *************************