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:04/29/2025

  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.

  On March 28 I bought a 2024 *********** from this dealer. In order for me to agree to the purchase price, the car salesman offered to include a 2 year extended warranty, a year's worth of oil changes at their service department, and a year of Toyota ***************** I have two witnesses to see the offer that he had made, he had written it down on a piece of paper.When I got home after making the purchase, I realized that I didn't have documentation on the three items listsed above. I had to return to the dealership many times (they hadn't given me the requisite charging cord for my electic car, the salesman gave me his used cord rather than a new one) to get my documents, to ask them to correct the *** paperwork which they made two signficant mistakes on, and they refused to provide me with the documents. Those three items are valuable and made the difference between me accepting their offer or not. Now they are refusing to provide them.

  Business Response

  Date: 04/30/2025

  Customer acknowledges she gets 2 year maintenance plan from Toyota as well as 1 year Roadside assistance and 3 year comprehensive + 7 year powertrain warranty. Customer states she still wants something else to sweeten the deal that she would not have received without asking. I tried to explain our business model of being 1 price and everything is pre-negotiated similar to going into a ****** but she did not want to accept that and demanded retribution for the things that she gets with the purchase. I then offered to unwind the sale from a month ago and she refused that saying she just wants to get $3,000 from us somehow.

  Customer Answer

  Date: 05/07/2025

  I wanted to take a moment to update my case.  It was resolved, largely due to you making contact with them.

   

  The Toyota dealer offered to provide an accessory worth $400 to my car and I am satisfied by the resolution.

   

  Thank you.

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I traded my business vehicle in for a brand new 2025 Toyota RAV4 on Monday 3/3. The following day after speaking with my insurance company regarding the general and commercial insurance, they informed me that the price would be going up significantly. I cannot afford to make payments on my insurance and new care note. I went back to the dealership on Tuesday 3/4 with my daughter ********* to discuss with the salesmen. The salesmen had the day off, but another employee helped us. He let us know that I the agreement signed is set and nothing can be done. My daughter explained the situation, but they did not want to work with us about a solution. On Wednesday 3/5 I went with my daughter ******* to the Toyota in ********* to talk to someone about possibly buying back the vehicle. They told us to go to the credit union who will be receiving the check for the vehicle I traded in. ****** **** with ******************** send me an email stating that he spoke with the lending team, and they need a letter from the dealership stating that they check is to not be negotiated since they are the ones who issued it. They would need the reference number, Vin and check number to do so and gave me the information where they can send that too via fax or email. I went back to Toyota in Wilsonville with my daughter ******* and told the same salesperson who spoke to me and my daughter *********, but he did not want to listen to us. We have a meeting with the **** Salesperson, myself and my daughter Friday 3/7 to try and come up with a resolution. If nothing gets resolved, I am asking for help to get my vehicle back and return the Toyota which is what I told them about the following day on Tuesday 3/4.

  Business Response

  Date: 03/10/2025

  We have approved of the request to unwind out of the deal and return the trade in vehicle and cash down.

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23035369
  
  I am rejecting this response because:
  
  Despite the vehicle being returned to **, there was no cooperation or effort from sales person or manager to resolve the issue from the beginning when we went in to discuss this the next business day. It wasnt until we were persistent to talk to a manager and set up a meeting after not being heard and filing an official complaint that this issue was resolved. A lot of going around in circles and wasting time.
  

  It doesnt come off as a sincere response from the company. 
  
  Sincerely,
  
  ***** Morale ********

  Business Response

  Date: 03/17/2025

  In ******, there is no automatic 3-day "cooling-off" period for new car purchases, meaning you cannot simply return a car after signing the contract unless it's specified in your sales contract or you have a legal reason. 
  Here's a more detailed explanation:
  No Federal or State Law:
  There's no federal or Oregon law that mandates a cooling-off period for vehicle purchases, so the right to cancel is generally not automatic.

  The fact that we unwound the sale and all of the work the team here put in plus allowed a new car to be driven and not "new" anymore for the next customer shows that we were sincere in our effort to deliver great customer service.

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23035369
  
  I am rejecting this response because:
  
  Yes, contract was unwound even with the information that there is no federal or state law that mandates a cooling off period, which is the outcome we wanted.

  The way everything was handled was poorly done. Just a big run around with no help until we filed a formal complaint and we asked for a meeting with the Manager. 
  
  Sincerely,
  
  ***** Morale ********

• Initial Complaint

  Date:06/14/2024

  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.

  4-14-2024. I purchased a new truck, and I submitted by email the papers to *************** at his request, the Saleman, that show the truck we traded in,, an I had renewed the tags and gotten custom plates for a total of ******. We were not told that the Wilsonville Toyota DMV staff or the Salem Man *************** didn't see that we paid and were charged for tag renewals of ****** by Wilsonville Toyota. When, I called ***** and the other managers above ****'s day, and I had to go to DMV and fix it. I called DMV and was told by DMV staff that the dealer had to fix it. **** even went to the point on a phone call to say he never received the email showing I paid the renewal. I submitted the papers, and the email showing it was sent to ***** and ******, the sales manager and GM; I had to fix the issue. Seem like the used car treatment.

  Business Response

  Date: 06/18/2024

  ******, sorry to hear about your troubles with the *** end of your recent purchase. How much do you feel you overpaid?

  Customer Answer

  Date: 07/19/2024

  Please see attached. 

  Business Response

  Date: 07/30/2024

  Im a little unclear what hes talking about with the reg but we collected plate transfer fees with reg and thats what we processed since his plates were to expire in May. If he had already paid for new tags on his trade, it doesnt look like the *** had processed it since his tags werent updated and the **** wasnt either.
  If he had already paid for new tags on his trade, it doesnt look like the *** had processed it since his tags werent updated and the **** wasnt either.

  
  

  Customer Answer

  Date: 07/31/2024

  4-14-2024. I purchased a new truck, and I submitted by email the papers to *************** at his request, the Saleman, that show the truck we traded in,, an I had renewed the tags and gotten custom plates for a total of ******. We were not told that the Wilsonville Toyota DMV staff or the Salem Man *************** didn't see that we paid and were charged for tag renewals of ****** by Wilsonville Toyota. When, I called ***** and the other managers above ****'s day, and I had to go to DMV and fix it. I called DMV and was told by DMV staff that the dealer had to fix it. **** even went to the point on a phone call to say he never received the email showing I paid the renewal. I submitted the papers, and the email showing it was sent to ***** and ******, the sales manager and GM; I had to fix the issue. Seem like the used car treatment. 

  They need to look at the names and provide a credible response. The people I talked to are listed.

  Business Response

  Date: 08/06/2024

  The customer had us transfer his plates he had with him and do a tag renewal. We verified this information with DMV and got this response:

  Our records show that when the registration was due for plates 218MGM, the customer renewed the registration but replaced the plates with custom plates at the same time.  The reg went to the new custom plates, and he did not renew 218MGM. 
  
  When he transferred 218MGM to the new vehicle, he renewed the reg for them at that time.

  Customer Answer

  Date: 08/07/2024

  4-14-2024. I purchased a new truck, and I submitted by email the papers to *************** at his request, the Saleman, that show the truck we traded in,, an I had renewed the tags and gotten custom plates for a total of ******. We were not told that the Wilsonville Toyota *** staff or the Salem Man *************** didn't see that we paid and were charged for tag renewals of ****** by Wilsonville Toyota. When, I called ***** and the other managers above ****'s day, and I had to go to *** and fix it. I called *** and was told by *** staff that the dealer had to fix it. **** even went to the point on a phone call to say he never received the email showing I paid the renewal. I submitted the papers, and the email showing it was sent to ***** and ******, the sales manager and GM; I had to fix the issue. Seem like the used car treatment. 
    
    
    
  I'm not sure who ******************************* is, but he clearly can't communicate with the upper management team at Wilsonville Toyota. The Names of the management team are listed above. 
    
    
    
  Maybe we should just add it as a disputed unresolved complaint against Wilsonville Toyota. I tried to speak to the owner, but they wouldn't transfer me. 
    
    
    
  I attached the *** information, which shows that the new plates were purchased before the truck was purchased from Wilsonville Toyota; all the Information was provided to the Salem Man, ***************, via email. 
    
    
    
  If ************** looked at the papers instead of giving a used car salesman response, he could see this. 
    
  I reattached the papers. 

  Business Response

  Date: 08/21/2024

  ****** and I agreed to get him reimbursed for the *** fees of $304.

  Customer Answer

  Date: 08/21/2024

   
  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:06/02/2024

  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 April 24th I took my truck in for a routine oil change and tire rotation service. After the ******* I discovered that my remote car key did not work. I paid out $997.49 for an issue that the Wilsonville ************** caused in the first place. My dispute is that this Wilsonville ************** caused my keys not to work and then I had to pay for them to figure out what was wrong and to fix it. I had to pay to get my truck back for an issue they caused. I don't know what they did but it happened while in their care of my truck. The representatives did not take responsibility and even stated that I probably caused it by dropping my keys, but that would not explain why boy sets of keys did not work. They also said that maybe I didn't use Toyota batteries in my key fobs. no such battery exists. It seems that this ************** has gone into a trend of creating or finding other services to charge customers that are not needed.This truck was a retirement gift from my family to me with the money from my very last military deployment. Purchased on my retirement date of June 22nd, 2018 and there is no way I would abuse my truck in this manner. Wilsonville Toyota ******* center created this problem and should refund the cost of it being fixed to the same working status it was in when I had left it.

  Business Response

  Date: 06/10/2024

  As we discussed, we have agreed to an in-store credit for service and parts. Please reach out to the ** directly if you need anything in the future!

• Initial Complaint

  Date:02/06/2024

  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.

  I bought a ******* from here and was told (after I confirmed TWICE) that the ******* Anti-Theft recall had been done prior to me buying the car. It was not. I did not know this and my car was stolen, incurring $1,400 in repairs. I called the dealership and asked them to cover the cost of part of the repair (ignition cylinder lock in the door). They said they are not liable. They checked the recorded call from when I first inquired about the car, where I asked about the recall, and ****** (the manager) told me that I did ask about the recall but they are still not liable. I ask to hear the recorded call over the phone. ****** says no. I ask how I can hear the call, ****** says that I have to come in between 9a-5p to hear it. I work 9-5 so I am unable to. ****** says that he cant do anything for me and I cant hear the recorded call unless I take time off work to drive 45 minutes to the dealership. I ask for a transcript of the recording, ****** says no. I tell ************** am going to write a bad review (because this is a terrible experience and I was lied to TWICE) so ****** emails me and I send him the quote for the repair. No response.

  Business Response

  Date: 02/06/2024

  We fully intend to reimburse the customer for this. A check was cut for the amount of $406 to the customer as agreed, just need confirmation it was received.

• Initial Complaint

  Date:01/15/2024

  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 our 2016 Toyota 4-Runner in June 2021. We purchased an extended warranty with this vehicle. We have been attempting to contact Wilsonville Toyota since August of 2023. We provided pay-off information and requested to terminate our extended warranty and be reimbursed for the remainder of the unused policy. We have called several times, always saying we will get a call back after they look into the issue and contact the insurance company. They will not tell us the information for the insurance company so we can contact them directly and insist once they have the information they will contact us. It has been 5 months! We have not received any calls back, a check, or any relevant information. This is extremely poor business practices especially after the vehicle and price we paid for the policy. We cant even get a call back!

  Business Response

  Date: 01/15/2024

  I called and emailed ******* with my direct number and email to help with the cancellation process.

  Business Response

  Date: 01/17/2024

  Hello, 

  We processed the cancellation as requested on 08/23/2023. I have attached all supporting documents which were signed by the customer and sent to the warranty company. We were unaware the customer had not received the cancellation. I have reached out to the company for the customer to see where the check was sent as well as updated the customer. 

  Thank You, 

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

  General Sales Manager

  Customer Answer

  Date: 01/25/2024

  We were supposed to receive our check last Friday. We had inclement weather so I am waiting one additional week to ensure this is resolved. The checks are still outstanding as of now.

   

  Thank you,

  Crystal 

  Customer Answer

  Date: 02/08/2024

  Still waiting for maintenance package check to be received. Warranty check was received January 26th. 

  Business Response

  Date: 02/12/2024

  The check was cut and sent out by Toyota ********* Services on 1/15/24. Please allow 4-6 weeks for the check to be delivered as it passes through another company. The other cancellation received already was from **************

  Customer Answer

  Date: 02/12/2024

   
  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:01/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Vehicle from Wilsonville Toyota and at time of Purchase and Paperwork Signing we asked about 50+ Times if the vehicle has ever been in an accident or had any damage that was repaired. We were provided with Carfax and assured by several People that this vehicle was never in an accident or Damaged. WE had noticed white marks on that back of the Car and complained there was an issue with the brakes. They brushed off and told it all passed inspection and nothing wrong with the brakes. After Taking the car to ******************* they who showed us the brakes and rotors were damaged beyond repair needed to be repaired. WE pointed this out to the dealer and they Reluctantly fixed the problem. We had also noticed that we had some lights popping up on the dashboard after 1 month of Purchase, We found out these were Safety Features that were standard and was malfunctioning. When taking our car to the service center, they explained my car had impact damage and that was the cause for my sensor failure. I advised we didnt hit Anything, and showed proof that the marks they described were on the car prior to sale. Our service advisor then showed me a photo of how they received the vehicle prior to sale and I see impact damage on the driver side rear bumper. We were not advised of this damage prior to Sale and WOULD NOT HAVE PURCHASED THIS CAR, AND CHOSE THIS ONE BECAUSE IT HAD THE LOWEST MILES (WE HAD TO PASS UP ALL THE ADDED FEATURES OF THE OTHER CARS WE HAD CONSIDERED.) I spoke with the ****************** who are more than upset that this was not disclosed. When I tried to ask for a Dealership Manager, I lade behind the counter said that she was the manager then said they had no way of knowing these types of damages prior to sales. Then walked me back to the service and the lady was beyond Rude to both me and the service advisor who pointed out the damage documentation prior to purchase.

  Business Response

  Date: 01/09/2024

  We are corresponding via email currently to get the issues resolved. The issues are the blind spot monitor system and RCTA are having issues as well as the inside of the door panel needs to be replaced.

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21108389
  
  I am rejecting this response because:
  
  The dealer is only offering to deal with the mechanical repairs.

  dealer has ignored our request for restitution since this dealer participated in unlawful business practices under ****** statute and federal law.

  It has has been requested this vehicle value be recalculated to incorporate the accident that occurred on their property.

   

  this was documented and know prior to sale. 
  when asked multiple times, we were advised this vehicle was not in an accident.

   

  this info was not correct and we purchased a vehicle based off this recommendation.

   

  resolution for these actions need to be addressed

   

  they have the emails, however it seems after speaking over the phone an emails, they only read the beginning of the email and fail to respond to the other information 

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

  Customer Answer

  Date: 01/10/2024

  Spoke with General Manager. 
  After Speaking with him, We were advised repairs will not be performed. 
  Manager Explained that Disclosing "Driver Side Rear Door Scratch&Ding" constitutes disclosing vehicle had accidental damage that required repair.
  (These notations of Ding and scratch are in contract paperwork)
  However the Prior Accidental Damage that was later found out due to an "Unloading" Incident had damages on the Driver Side Rear Bumper along with the Rear Bumper (The White lines your See), ****** also have Multiple photos of these because they paid a third party vender to repair the White ***** Scrapes.
  After Filing a complaint with Toyota headquarters, I was advised by the Toyota ************** that the Actions the performed without my consent now allows "Water, Moisture and Dust" to enter my back door and possibly damage other electrical components housed inside.
  Due to the ******s Actions and negligence, we have been forced to proceed down Legal avenues.
  It has also been advised that DMV ****** Services Along with Members of Toyota Corp should observe the business practices along with how the service department handles repairs and Damages.
  
  Please Read Email history, it points out our complaint, our request for resolution and restitution for failing to follow ****** and Federal Law with disclosing all information at time of sale, now just what's on a Carfax report.

  Customer Answer

  Date: 01/10/2024

  Spoke with General Manager. 
  After Speaking with him, We were advised repairs will not be performed. 
  Manager Explained that Disclosing "Driver Side Rear Door Scratch&Ding" constitutes disclosing vehicle had accidental damage that required repair.
  (These notations of Ding and scratch are in contract paperwork)
  However the Prior Accidental Damage that was later found out due to an "Unloading" Incident had damages on the Driver Side Rear Bumper along with the Rear Bumper (The White lines your See), ****** also have Multiple photos of these because they paid a third party vender to repair the White ***** Scrapes.
  After Filing a complaint with Toyota headquarters, I was advised by the Toyota ************** that the Actions the performed without my consent now allows "Water, Moisture and Dust" to enter my back door and possibly damage other electrical components housed inside.
  Due to the ******s Actions and negligence, we have been forced to proceed down Legal avenues.
  It has also been advised that DMV ****** Services Along with Members of Toyota Corp should observe the business practices along with how the service department handles repairs and Damages.
  
  Please Read Email history, it points out our complaint, our request for resolution and restitution for failing to follow ****** and Federal Law with disclosing all information at time of sale, now just what's on a Carfax report.

  Customer Answer

  Date: 01/10/2024

  Also for the Record. 

  We are not Asking for a Refund of $41,000.00USD

  We had Asked the Dealer to Recalculate the Vehicles Value based off the History they have regarding vehicle damage prior to Sale, and send the difference to our Loan holder.

  As Per ***** Blue Book the Vehicle depreciated is $8,000 - $10,000

  This Vehicle has Electrical Issues (Sensor Failures) Due to the minor accident (Scapes) Described by Dealer

  We called out insurance company to ask about how to proceed and when we provided the photos they immediately asked for an accident report to be filed out since this vehicle was involved in an accident based off the photos taken at the dealership off the service advisors computer screen

  Business Response

  Date: 01/22/2024

  Our President of ************** is working directly with ************** on resolve for this.

• Initial Complaint

  Date:12/12/2023

  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.

  Purchased a 2017 **** 124 Spider on 8/7/23. Purchase agreement included a "We-Owe". I was promised that they were going to facilitate reprogramming the second ******* key with **** in order to remove an error code that was present on the dashboard, at the time of the purchase. Months later, they are refusing to honor the "We-Owe". I am uploading a copy of the "We-Owe", the email thread between myself and the general manager, and a timeline of events that detail the issues I have been experiencing with them.

  Business Response

  Date: 12/26/2023

  We set up $150 in our We Owe for the customer to program key to the vehicle. As you can see in our email correspondence,

  I was emailed the following:

  Replacement of the ******* key fob with a new **** one, for my 2017 **** 124 Spider (VIN: *****************), in order to remove the error code that is on the vehicle's dashboard.

  I authorized payment of $571 for a new key to complete this We Owe and paid the additional fee myself.

  The dealer who serviced this later requested payment for this amount, THEN notified us saying it did not fix the issue. 

  That is on the dealer who serviced the vehicle and we have completed our end of the deal.

  Customer Answer

  Date: 12/26/2023

   
  Complaint: 20996773
  
  I am rejecting this response because:

  This was not resolved - "in order to remove the error code that is on the vehicle's dashboard." The error code is still present on the dashboard. The We-Owe ("PROGRAM KEYS AT ****** has not been honored, as only one key was programmed. When I purchased the vehicle, it was promised that Wilsonville Toyota would facilitate removal of the error code, as it was present at the time of purchase.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/27/2023

  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.

  I was shopping vehicle and stated that I wanted to move forward with the vehicle listed (documented via text) on Sunday afternoon and they agreed and were sending me all the paperwork to fill out. This was filled out Sunday afternoon. The next day, followed ** in the morning and talked to their account so they could provide financing. By 2 PM, I was notified that the vehicle I wanted was sold. I was told that since I was not there in person, people in the office get priority. They offered me a different car and tried to get me to pay for a higher cost car; this seems like a fraud item or a bait and switch tactic. When I refused to pay for a car with a higher price, they have no gotten back to me since.I'm not sure what I can do here. In best case, they would honor the agreement made, but since no money was exchanged I do not know if that is possible. Either way, I wanted to at least notify the BBB regarding this.

  Business Response

  Date: 10/31/2023

  We are sorry this sale did not work out. As we explained to the customer, by the time we had verified information and had agreement to buy this vehicle we had a customer in store that had already agreed to purchase the vehicle. While we could not promise to duplicate a used vehicle, we spent a lot of time and effort to try and find a replacement. We have now found the exact same used car as per this request and now we are being told to "lose this customer's number." Sorry again and we hope to still make this work if possible.

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20792092
  
  I am rejecting this response because:

  What business is saying is incorrect. Intent to buy was said on Sunday and other buyer didnt come into play until late morning the following day.

  I told them I needed updates on search of vehicle and ** said he needed until Friday. I asked for daily updates and never received and essentially was completely ghosted by the ** who was working on issue. When I called, they told me he took the day off.

  With that, I was forced to buy a different car this past weekend. I think I should be reimbursed the difference for their failure, but I am too tired to deal with them. Then all of a sudden I get a text only after complaint was made and I told them to lose my number.

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

• Initial Complaint

  Date:09/30/2023

  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.

  Purchased a 2017 Toyota Sienna from Wilsonville Toyota on 5/4/23. Signed and paid for all paperwork at Toyota with ******* and received temporary trip permit. Toyota was responsible for submitting all required paperwork to DMV for our license plate which we paid for. Trip permit ended 8/1/23, and Wilsonville Toyota called to notify us on 7/30/23 that the van needed DEQ before DMV is able to process any paperwork. We took the van to Wilsonville and completed the **** We have not received our license plates. DMV has not received the proper paperwork from Wilsonville. Multiple attempts have been made to reach out to Wilsonville Toyota and *******. No calls have been returned and they refuse to follow up with DMV. We have not been refunded for the amount paid to have this paperwork processed, and we have not received another temporary trip permit nor have we received our permanent license plate. ********************** claimed it was illegal to issue a new temporary trip permit and are no longer are responding to our calls to fix the issue.

  Business Response

  Date: 10/11/2023

  Hello ************, 

  We are really sorry that you have had such frustration with issuing of plates on your Sienna. We have reached out multiple times to verify that you have received your plates but have not heard back. From the attachment you can see the plates were issues on 08/03/2023 from the Oregon DMV. The plate number is also attached. These plates were mailed to your address on file. If you could kindly respond to us so we know if these have been received it would be appreciated.

  Thank you.