Complaints

This profile includes complaints for Toyota of Portland's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Toyota of Portland

  55 NE Broadway St Portland, OR 97232-1106

  
• 

  Toyota of Portland

  PO Box 726 Bellevue, WA 98009-0726

  

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:01/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/2/24, I traded in a used vehicle and purchased a new 2025 Toyota from Toyota of Portland. I was told by the sales *** that it was the final day to qualify for their ******************************* offer where if you: "Trade-in any used vehicle and buy or lease a NEW 2024 or 2025 Toyota to receive two all-access season passes to Mt. *******************". Additionally, it was advertised on their desk. While completing all the paperwork to purchase the car, they had me fill out an application form for the ski passes and was told by the sales *** that ********************** would follow up with me on next steps. After a few weeks, I hadn't heard anything from ******* so I reached out to the sales *** who said they would check into it. After another week I checked back in and was told by the sales *** that I didn't qualify for the offer, because I hadn't received the vehicle by the 2nd (it was still in transit to the dealership). I asked the sales *** for the fine print from the ad, in case I missed it. I have yet to hear back after three weeks. I met the qualifications as described by their advertisement, and they did not deliver.

  

  Business Response

  Date: 02/01/2025

  The terms of the promotion required that the vehicle be delivered on or before December 2, 2024, to qualify for the ski passes. While I recognize that you completed the purchase process and trade-in on that date, eligibility was tied to taking physical delivery of the new vehicle by the deadline. Unfortunately, since your vehicle was still in transit at that time, it did not meet the qualification criteria.
  I apologize for any confusion or miscommunication regarding this promotion. If you have any additional questions or need further clarification, Id be happy to discuss this with you. Please let me know how I can assist.

• Initial Complaint

  Date:10/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/21/24, I took my 2023 Toyota Tacoma to the dealership I purchased it at Toyota of Portland. The issue I was addressing were some paint chips on the passenger side door in an area that would be odd to have chipping occurring. I was informed there have been prior recalls with this paint color historically several years (peeling, chipping, flaking). However, there was not yet a recall issued on the 2023 and they would send a request to corporate for repair. I was notified the repair was approved and could bring my vehicle in for repair at no cost. I dropped the car off and was provided a loaner, it was approximately 1 month before the vehicle was ready for pick up. When I picked up the vehicle 06/29/24 there were several issues with paint runs, overspray on my canopy, debris in the paint, overspray on all the trim. It was very clear the truck was not inspected prior to returning it because ***** would return such poor workmanship and pass off to a customer. I discussed the issues at pick up and immediately followed up with the service manager, ****** ******. I included some photos of the issues. They let me know they were making arrangements to return it to the body shop. We asked to speak with a ** of the dealership. We were given ***** *********** contact information.We asked to schedule a meeting to review the issues with the truck and wanted to meet with ****** ****** and ***** *********. Myself and my spouse met in person, we reviewed a video outlining the paint issues and damage as a result of the initial repair. We discussed replacing the truck and inventory available & in the meantime they would send the truck for repair. My truck returned to the shop from 8/13/24 -10/29/24, it was repaired and sent back a 3rd time. Today upon inspecting the truck the paint issues are worse, including overspray on the interior, significant issues on the exterior. I've attached multiple photos over the course of dealing this since May 21 with no resolve.

  

  Business Response

  Date: 10/21/2024

   

  Thank you for bringing this to my attention, and I apologize for the ongoing frustration you've experienced with the repairs on your Tacoma. After a closer review of your concerns today, we found that the substance initially thought to be overspray was, in fact, buffing compound. I want to assure you that it has been thoroughly cleaned and removed from your vehicle.

  While we rely on ****** of Portlands body shop for repairs. Please let me know if you'd like to schedule another inspection to review the vehicle and confirm everything has been resolved to your satisfaction.
  Were committed to making sure you're happy with the results, and I appreciate your patience as we work through this.

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22445586
  
  I am rejecting this response because: this is an oversimplification of the actual issues with the truck currently and the larger issue surrounding our experience a damages to our truck. I attached the last email sent to ***** and photo of the original issue the truck was taken to the shop to address. 

  This is an oversimplification and dismissive response which is part of the on-going issue we are not able to address and resolve what has happened. Denying the extent of damage and experience doesn't make it go away. 

  We are also pursuing legal counsel since our efforts have not been responded to appropriately. It is likely we will need to pick up the vehicle for further estimates at body shops not because this is resolved or the work has been completed appropriately.

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

• Initial Complaint

  Date:10/12/2024

  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 bought a certified used vehicle cash from Portland Toyota.After the agreed price as I was signing I noticed an additional $500 charge for a GPS system.I explained that I didnt agree to any extra charges and didnt want to pay it.The salesman said it was mandatory because they could not take it off the vehicle and they needed reimbursed because they already paid for ***** last I agreed because I had already bought the plane ticket to fly to Portland and get the vehicle.I found out once I got there that it wasnt even a Toyota thing, it was a third party GPS called *********** took weeks to finally activate and once I spoke to a waypoint tech person I learned it wasnt even for my vehicle, the system was for my phone or desk top so I still dont have navigation in my car unless I use my phone which I already could have done without spending $500.I want a refund for $500 dollars and then I will take my car to a reputable Toyota dealership that doesnt have a 2 star rating.

  

  Business Response

  Date: 10/12/2024

  Dear Jacob,
  Thank you for sharing your concerns. I appreciate the opportunity to clarify the situation regarding the GPS system installed in your vehicle.

  
  At Toyota of Portland, we equip every vehicle on our lot with a GPS system to help prevent theft. This system not only provides an extra layer of security for our inventory but also offers significant benefits to customers. Should your vehicle be stolen and unrecovered after 30 days, the system includes a $5,000 benefit, which is an important added protection for your investment.

  
  I understand that the system you were provided with is not a traditional in-car navigation system but rather a theft deterrent and recovery tool. The charge for the GPS system is indeed mandatory, as it is installed before the vehicle is offered for sale, and we cannot remove it. We apologize for any confusion regarding this feature.

  
  If you have any further questions or concerns, please do not hesitate to reach out, and we will do our best to assist you.

  
  Sincerely,
  Scott Caverhill
  General Manager
  Toyota of Portland

• Initial Complaint

  Date:05/08/2024

  Type:Product 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 began receiving marketing mail delivered by the US ************** from Toyota of Portland on 12/22/23 for a person who had not lived at this address for three years at the time I received their first piece of marketing mail. Today I received my third piece of this same marketing mail for this same person from Toyota of Portland. This is attached to this complaint. On 12/22/23 I called Toyota of Portland and talked to Perneil in ********* Services. I told him the person the mail is addressed to has not lived here for three years and that I did not want to continue to receive this mail. He took my address and phone number. I also gave him the name of the person the envelope is addressed to. He said he would send a message to their ****************** so this could be resolved. On 2/8/24 I again received this same piece of marketing mail for this same person. I again called Toyota of Portland. I told the woman who answered the phone what I told ******* on 12/22/23. She said she never heard of a concierge services at their dealership, and that Toyota of Portland offered no such service. I told her the marketing mail I'm receiving is supposedly sent by *****************************, General Manager. I asked to be transferred to him. She transferred the call. It was picked up by a person who identified himself as *******. I asked to talk to *****. He said ***** was out of the office. I told ******* about my conversation with ******* on 12/22/23. He said there was no one at their dealership by that name but did acknowledge they had concierge services. He said he would give my information to his office manager. Today I received my third piece of the same marketing mail from Toyota of Portland for the same person who has not lived here for over three years.

  

  Business Response

  Date: 05/09/2024

  Dear ******,

  
  Thank you for bringing this matter to my attention, and I sincerely apologize for the inconvenience you've been experiencing with the repeated delivery of incorrect marketing mail to your address.
  I understand your frustration, especially after your efforts to resolve this issue were not met with the clarity and action you deserved. Please rest assured that I am personally looking into this situation. I will ensure that the previous residents details are removed from our mailing list immediately to prevent any future occurrences

  .
  Additionally, I am investigating the internal miscommunications you've encountered during your calls. It is imperative that our team provides accurate and helpful information, and I will address this directly.
  Thank you for your patience and understanding. If you have any further concerns or if theres anything else I can assist you with, please do not hesitate to contact me directly at ************

   

  .
  Warm regards,

  
  *****************************
  General Manager
  Toyota of Portland

  Customer Answer

  Date: 05/09/2024

   
  Dear Better Business Bureau:
  
  Regarding complaint ID ********, I would like to give *****************************, General Manager, a lot of credit for his prompt response and his concern about the issue. Very few business, and the individuals within those business would take such quick and proactive measures. My only concern about accepting this response is that ***** may not be aware of the fact that these marketing mails apparently do not originate with Toyota of Portland. They come from what appears to be an outsourced warranty service that Toyota of Portland uses. Therefore, in addition to removing the previous residents details from the Toyota of Portland mailing list, he may also want to contact whoever is sending out this marketing mail on their behalf. 
  
   *****************************

• Initial Complaint

  Date:01/22/2024

  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.

  We purchased a car and was promised two keys but they said they only had one at the time and we would get a second within 6 weeks. Now it's been year and I keep getting the run around about the second key. I called today and they said that the free key I was promised from Toyota is not eligible yet but I could buy one.....You can imagine how that feels. I understand Toyota has a backorder situation but they promised me two keys and it's getting ridiculous at this point. I have called Toyota customer care and the dealership multiple times. Everyone keeps telling me I have to wait but that it is an excessive amount of time. If keys are available to purchase then they DO have keys and they should keep their word and provide me the second key.

  

  Business Response

  Date: 02/01/2024

  Dear *******,
  
  Thank you for bringing your concern to our attention. We sincerely apologize for any inconvenience this situation may have caused. At Toyota of Portland, we are committed to delivering on our promises and ensuring customer satisfaction.
  
  We acknowledge the delay in providing the second key for your vehicle, which was far from our standard of service. Upon reviewing your case, we have expedited the resolution. I am pleased to inform you that we have made and delivered a new key to you, as promised. Additionally, we have addressed other services to ensure your complete satisfaction with your vehicle and our dealership.
  
  We understand the importance of fulfilling our commitments and appreciate your patience throughout this process. Please rest assured that we are taking steps to prevent such delays in the future.
  
  If you have any further concerns or require additional assistance, do not hesitate to contact me directly at ************

  Thank you,
  
  *****************************
  General Manager
  Toyota of Portland
  ************ Cell
  ************ Office

  Customer Answer

  Date: 02/01/2024

   
  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,
  
  Scarlet Eikrem

• Initial Complaint

  Date:09/07/2022

  Type:Customer Service 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 August 7 I received a postcard in the mail reminding me that my two-year warranty was going to be ending on August 22. I had some appointments in Portland on August 19 so I made an appointment to get my vehicle serviced while it was still under warranty and the Toyota of Portland was the closest dealer with gas prices as high as they are I could not justify driving all the way down to *********** when I did not have any errands to run in that part of town. When I arrived I was told that I could not get an oil change and a ****** mile service. I was told I needed to only choose one because thats all I had remaining. I was told that it would be about an hour before my car was ready. After about an hour and a half came out and asked if my vehicle was done yet. I was told that it was just now being pulled back in for service. I was sitting in the waiting room the entire time and your staff knew that and they did not have the courtesy to come and find me and tell me that there was going to be a delay. When I asked for the keys to my vehicle back it took them another 15 minutes to get them and my car back to me I did not even get my car serviced that day. Needless to say my vehicle is out of warranty. After my horrific experience at your dealership I will never come back and I would never ever recommend your dealership to anyone else. While I was waiting I also went to inquire about a new vehicle. When I asked the sales person a question his response was I dont know why dont you go look it up on the Toyota website. I thought that was very rude and that is not how a sales person should behave if they are trying to make a sale. Needless to say the next time I am in the market for a new Toyota I will never purchase for you guys either. I was so baffled by the experience then on my way home I called the dealership and asked to speak to the general manager. I was told the general manager was not in and nobody knew when the general manager was going to be in

  

  Business Response

  Date: 09/28/2022

  So far we have reached with no response back trying to apologize and offer a solution. We are offing to pick up and drop off the vehicle along with no charge for the servicing.  

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 17929257
  
  I am rejecting this response because: the business has not attempted to contact me at all!!! I have made numerous attempts and all have been ignored. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/28/2022

  ***** has responded to an email sent to her on 10/27/22.  I apologized for the breakdown in communication from our service department to myself and from our service department to her.  I have offered to pay for her next service and to make sure a loaner vehicle would be available for her if she would give us the opportunity to make the situation right for her and give her the service she deserves.  I let her know that we strive to have the happiest customers possible and did fall very short of that with her experience.  

  Customer Answer

  Date: 10/28/2022

   
  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. I doubt they will make any changes. I have no desire to ever return to this dealership again. They took 2 months to reply. I sure hope Toyota corporate takes notice of this. 
  Sincerely,
  
  *******************************