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:01/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 November 30 2022 I took my 2015 Tacoma in for emission and inspection and an oil change at North Hills toyota. Upon examination I was told i needed new brake calipers. All told I was charged 929.00. I left the dealership and went off to work that afternoon. I didn't get very far before i started hearing a lot of troubling noise from my truck. I pulled over and inspected my tires and noticed that my lug nuts were not tightened properly and were loose enough that i could move them with my fingers! I was horrified that my truck could have left the shop in that condition. I tightened all of the lugs myself with a torque wrench and finished the job I paid for by myself. I reached out several times to the dealership by phone and email and have never got a response. This is a very unsafe way to run a business!

• Initial Complaint

  Date:12/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got my car for miles check up . But they they told me we change parts for break and charged 1208.52 dollars I ask them why they didn’t explain to me and they are very rude . After I got my car I drive different service they check my car they told me any break parts is not new all is old Than I am back I said can I get my old part please they say we don’t have it . Before every time if they change some part they give it to me old part . This time why they didn’t give it to me . MEnglush is not good they got my money but they didn’t change any part . They touch my dash camera and my dash camera is not working to because they play my dash camera too. I got my car I am driving on the way I hearts some noises I stop than I found their repair big light for my car inside . It is very dangerous to I can’t believe it that make a lot of mistake than they are very very rude. I tried to talk manager but every body are rude . They didn’t luster to me they told me we did not understand for you your English is very bad . Ok this is my second language but if they wants to listen they understand. Can I get my money back please because they didn’t change any part . They owned my money I am sorry for some mistake for my letter because second language Thank for helping us Have a wonderful and blessed day

  Business Response

  Date: 04/05/2023

  Dear Mr. and Mrs. ******,
  
   
  
  We have addressed this Service visit and event many times with you and the Toyota Corporation.    We have proven that the vehicle needed the repairs we recommended, and that you legally authorized these repairs/maintenance.  We asked to review the work in person in our shop, however you refused and you wanted to retain an attorney.  We have settled the cases you have stared with the Toyota Corporation as well as the other BBB case associated with this visit regarding the dash cam. 
  
  We will not be refunding the money as these claims are simply not true. 
  
   
  
  Thank you,
  
  Tony D*********
  
  Jim Shorkey Toyota
  

• Initial Complaint

  Date:11/30/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the past few months I’ve been receiving repeated unsolicited calls from this business asking me to schedule a service appointment for my Toyota Highlander. I’ve asked them numerous times to remove me from their calling lists which they say they’ll do, but they never stop calling me, at least two-three times a month. I am getting frustrated by this, I have been a long time customer of this dealership for many years but am considering taking my business elsewhere at this point. I am filing this complaint to try and get these unwanted calls to stop.

  Business Response

  Date: 12/12/2022

  Dear ******* *****,

  We apologize for any inconvenience this has caused Mr. and Mrs. ******.

  I personally opened their profile and deleted their phone numbers out of our system.

  There will be no way for anyone to pull their phone number out of our CDK database system we currently use.

  Please fill free to give Mr. & Mrs. ****** my cell phone number if they would like to contact me directly.

  Sincerely,

  Charvette H****

  Customer Relations Manager

  Jim Shorkey Toyota 

  ###-###-#### Ex: ****

  ###-###-#### cell phone

   

   

   

   

   

   

   

   

   

   

• Initial Complaint

  Date:10/20/2022

  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.

  Bought my certified pre owned 2018 Toyota Prius from this dealer with a little bit over 53,600 miles on the odometer. Recently took it to this same dealership’s service department with about 54,700 miles on the odometer. The reason being brakes had been making a disturbing sound which I thought needed some attention. Imagine my displeasure when I found that that this certified pre owned vehicle had to have all 4 brake rotors replaced and brake pads reconditioned. The 12,000 mi- 12 months limited comprehensive warranty did not cover the brakes. What a scam! Having brakes needing expensive replacement after just under 1,100 miles of ownership is a shame. Weren’t the brakes part of the 174 point quality assurance inspection? I drive this vehicle once or twice a week to the tune of ~200 miles a month. The service rep claimed that because the car is not driven every day, the rust occurred. Seriously? Does that mean Toyota manufactures brakes that require constant use? I don’t believe that is a fact (I can understand a years long abandonment resulting in rust). I also know that Prius brakes last a very long time (my other Prius has 124,000 miles on the same original rotors and pads), hybrid cars don’t use their brakes as much as other non hybrid cars. I begrudgingly accepted to pay $825 to get the work done. I believe this dealership engaged in unethical sales practice by selling me a car with defective brakes. I have also seen this behavior in the past at the service department. They engage in predatory practices. I have owned 4 Toyota products in the past and 3 of them I took to this dealer and it was a one and done deal, due my dissatisfaction with the service department. I chose to drive 12 extra miles to a different dealership North. I wonder how much repeat business they get from their customers.

  Business Response

  Date: 11/02/2022

  On a hybrid vehicle when braking the regenerative braking is applied before the normal brakes are applied to recharge the battery. Due to this function the brake pads on the vehicle will not clear off surface rust on the brake rotors as sufficiently as they would on a non-hybrid vehicle. Due to this function and the customers driving habits on the amount of miles they put on the vehicle each year, the brake rotors developed excessive corrosion. When the customer brought the vehicle in for service RO# *******, there complaint was "when going down hills putting on brakes it's shaking in the front end at speeds over 40 mph." At that point we performed a brake inspection and found the front and rear brake rotors had excessive corrosion due to only 1,092 miles put on in six months. This is a normal condition when the vehicle is exposed to the elements and very few miles are put on each year. We recommended replacement of both front and rear brake rotors and performing a block sanding of the brake pads to correct the condition and the customer approved the repairs. Brakes are not covered under the certified warranty due to the fact they are considered wear and tear components. I have attached the scanned copy of the original certification repair order for reference. 

   

  Sincerely,

   

  Charvette A*******

  Customer Relations Manager

  Jim Shorkey Toyota

  ###-###-####

• Initial Complaint

  Date:09/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/21/22 my car was in for a tire rotation and oil change. While there I asked to have the license plate cover removed as the bolts had rusted over. I was told that new holes would have to be tapped to do so, at an upcharge. Upon getting my car back, I noticed some deep gouges next to the plate. Neither the technician nor Joshua let me know about this, so I almost drove off with damage that YOU caused. But I got $30 off a $100 charge as if that was going to make up for it. Unprofessional. I was told that it could be touched up, but it would have to be scheduled for a Friday since this work would be subbed out to a local auto body shop. Never was I told that this process would take all day. So when I rescheduled and came back in on 7/29/22, I was shocked to find out that my car would be in the shop all day. Seeing as I use my car for work, my schedule would not allow this, so I rescheduled. Today, 9/9/22, I dropped off my car and was told that your shuttles do not go out to Mt. Washington Pittsburgh, so I decided to wait. I waited about an hour before ordering an Uber to pick me up. On my way out, I noticed that my car was still parked in the lot, so I asked if I could get something out before I left. This is when I was told that my car would not be getting serviced today. SO HOW LONG WOULD I HAVE SAT THERE BEFORE YOU DECIDED TO TELL ME THIS?! Furthermore, if this work can only be done on Fridays, were you expecting me to leave my car with you for an entire week?????

  Business Response

  Date: 09/26/2022

  I first spoke with **. **** ****** on September 10, 2022 after I returned his phone call wanting to speak with a Supervisor regarding his service visit.

  **. ****** expressed to me that he came in and asked for his license plate to be removed without drilling and tapping along with tire rotation and four wheel alignment.

  After service was completed the customer noticed a scratch to the left of his license plate and immediately showed his Advisor Josh R*****.

  Josh took his information and set appointment up for customer to bring truck back in for us to repair but the detailers had already left for the day.

  I returned the customer's call and assured him I would rescheduled him for Tuesday, September 27, 2022 along with giving him a loaner car for the inconvenience of having to come back to the dealership for this repair a 2nd time.

  When I received the email today regarding **. ******** I called him from my work and cell phone number and left a voice message and a text message.

  **. ******** called me back and confirmed his appointment for tomorrow. 

  I asked is there anything else I can address and he thanked me and said no.

  I explained to the customer that I was calling today to follow up on an email that was sent to me from him by the BBB.

  The customer did not reply but to say everything is fine and thanked me for getting back to him.

   

  Sincerely,

   

  Charvette H****

  Customer Relations Manager

  JIM SHORKEY TOYOTA

  711 Browns Lane 

  Pittsburgh, PA 15237

  ###-###-#### Ex: ***

  ###-###-#### Cell

   

   

   

   

   

   

   

   

   

   

   

   

   

  have been working with **. ****** since he first contacted Jim Shorkey Toyota wanting to speak with a Supervisor regarding his service visit Customer came in on July 25, 2022 to have his license plate removed without drilling and tapping.

   

   

  Customer Answer

  Date: 10/21/2022

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have new information/update and I would like to re-open the complaint case below (********). 
  
  NH Toyota had reached out after the initial complaint was filed to schedule these repairs for the damage they caused to my car. They also offered me a loaner car while my car would be getting serviced. However, they had to reschedule me for 10/17 because they didn't have the loaner available the first time they scheduled me. 
  
  Upon picking my car back up on 10/18, what I saw was paint overspray on my tailgate, license plate, and license cover, and most frustrating my backup camera. Just really poor quality of workmanship in general. I also noticed a tear in my driver's seat that was not there prior. There's also a new gauge on the tailgate (pictured). I have tried to remove the white stuff on my tailgate, but it won't come off. Neither will the paint on my license plate cover. I'm blown away by the lack of care this service center had for my car, especially after damaging it in the first place. I do not wish to go back there for any kind of re-touch up or fixes, for obvious reasons. 
  
  **** ******
  ***********************
  

  
  

  
  

  Business Response

  Date: 11/16/2022

  Good Afternoon,
  
  In regards to Mr. ******. I have resolved the customers concern. I picked the vehicle up and the overspray was removed from the rear camera and license plate frame. Customer to my knowledge has had his concerns resolved. If you have any other questions or concerns feel free to reach out to me at any time. 
  
  
  Thank you! 
  
  ********* *ardy 
  Customer Relations Manager At Jim Shorkey Toyota
  Office - ###-###-#### X 3241
  Cell - ###-###-####
  What A Great Day! 
  

  
  

• Initial Complaint

  Date:09/01/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Hi I have a problem I purchased a vehicle from Toyota and got a loan from citizen one bank now the problem is my car has been repo but not from citizen one but from a different bank now I purchased the vehicle from the dealership and I don’t know how they sold a car that they don’t have ownerships if I been without my car for 3 weeks now I work in festivals I don’t have time to be dealing with this I need the Toyota to find the car release it bring it back to my house and make sure it didn’t got damage with the towing or if they don’t own the vehicle to pay citizen one the loan and return my money as well I can’t be buying a car I don’t have but the issue is not my bank but Toyota please help thank you.

  Customer Answer

  Date: 10/04/2022

  Hi ********, thank you for helping me with my case Toyota finally answered some questions and did a little investigation after you got involved before they keep telling me it was my car and my problem the problem I have with Toyota is still they sold me a car with a lien on the title the police was going to investigate and gather documents to see who is at fault.

• Initial Complaint

  Date:07/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got my car regular service control. But they change some parts but I don’t have any problem my car . Than they play my dash camera I don’t now why it is not working now . I back again they tried fixed my camera but I have stilll problem. I don’t understand why they touch my camera and why they change the part .They lied me they got my money . I trust them but they own my money . They forget some fixed tool my car too it is inside the engine. June 27 2022 Total ; 1208.52 If you need any documents I can proved Thank you

  Business Response

  Date: 07/21/2022

  Customer dropped off vehicle on June 27, 2022 R.O. # ******* for OIL CHANGE, TIRE ROTATION, MULTIPOINT INSPECTION COVERED UNDER TOYOTACARE PLUS AND AUTHORIZED A BRAKE FLUID FLUSH.

  During service, we found front and rear brakes needed replaced and both front and rear wiper blades needed replaced which customer authorized.

  We have attached customer signed invoice and estimate sheet which was signed for approval of all recommended work. Dash camera was unplugged by technician due to privacy reasons. Customer returned after service visit and Assistant Service Manager re-paired camera and checked operation. After camera was re-paired to customers phone, camera worked as intended and customer was happy.  

  Thank you. 

  Charvette A*******

  Customer Relations Manager