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:09/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 23 Sept I was driving my '24 4Runner Limited with factory installed Yokohama Geolander G96 245/60/20 tires and had the driver side rear tire inner sidewall blow out. I saw nothing in the road that could've hit the rear tire after missing the front tire. I called Yokohama *** their warranty procedure. They said I'd have to take it to the dealer for inspection to see if it was defective. Called ******** and got an appt, drove 50 miles to the dealer only to have the service *** spend MAYBE 20 seconds looking at the tire to say "that was hit by something" even though there is zero evidence of a puncture - Picture included. He didn't even dismount it to inspect the inner sidewall. He pointed at some marks on the wheel saying something hit it there - ALL 5 wheels on the vehicle have the exact same CASTING MARKS - Pictures included. In fact, he spent more time questioning me about not purchasing the dealer's "wheel/tire package" (Don't remember being told about it) and then getting a quote to sell me a $428 tire instead of properly inspecting my tire. He even allowed my Limited rim to fall over on it's face. There are numerous pages of evidence Yokohama's extended history of problems with this specific line of tires, as well as some of their other lines. "Since 2010, there have been 3 major tire recalls by Yokohama. 2 of these are related to inadequate markings. The other involved a problem with the geometry of the tire itself. These tires had irregular geometry that made it more likely that the sidewall would give and blow out while the car was in motion. By irregular geometry Yokohama was referring to the fact that the interior of the tires sidewalls was not of uniform thickness. I read one article to the service *** and he immediately blew it off as "totally different circumstance", again ***eating that mine was hit by something. I have several years of experience with ********* saying there is no evidence proving it was hit, he just wanted to sell a tire!

  Business Response

  Date: 09/24/2024

  Upper management was not aware that there was a problem to resolve until this complaint. We always appreciate an opportunity to address complaints in real-time, at the store level, especially with repeat customers like Mr. ***** His business is important to us and per his request, our Service Manager reached out via phone. Please advise as to how we can resolve this matter to Mr. ****** satisfaction.

  Thank you,

  **** *******

  Customer Answer

  Date: 09/24/2024

  I would like the dealership to know I'm willing to withdraw the complaint completely (if allowed by the BBB) as long as the Service Manger will ensure employees like ***** take time to actually listen to customer concerns, listen to what they have to say; basically at least act like they care about the customer instead of trying to make a dollar. That is what I'm most upset about! More time was spent getting the quote for me to buy a tire than really inspecting mine and listening to what I had to provide regarding similar reports with the exact same tire. 

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22328015
  
  I am rejecting this response because:

  Mr. *******, your customers would like the same courtesy extended to them that your response seems to be saying you would like. I have told the BBB I am willing to completely drop and delete this complaint (if they'll allow) providing your service employees specifically take more than a few seconds to listen to what your customers have to say. If you or someone else looks up Yokohama Geolander G96 sidewall problems you will see there are numerous cases just like mine where the inner sidewall gave out. Your service representative made a snap decision saying there's absolutely no way my sidewall gave out like all the others. "It was hit by something" he said, immediately disregarded the other reports, and even quicker than the time he spent looking at my tire he had a $428 quote for me to buy a new tire. That and not even breaking the tire down to fully inspect it tells me he's more interested in my money than having Yokohama replace a possible defective tire.

  
  Sincerely and respectfully,
  
  ***** ****

  Customer Answer

  Date: 09/24/2024

  If possible I officially request to withdraw / delete / cancel my complaint. My tire was replaced elsewhere and I have another Toyota dealership to receive service at. 

   

  Respectfully,

  ***** ****

• Initial Complaint

  Date:02/23/2024

  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 02/13/24 at 0830 hrs. I had an appointment to have the air bag replaced on my 2010 toyota corolla Vin #***************** as there had been a factory recall notice to have it replaced at no charge. Initially being told the job would take approximately 1 and a half hours and given the choice to stay or go home I decided to stay. After approximately 2 hrs and 20 minutes I checked to see on the progress being made where I was then informed it could possibly be another 3 hours by service advisor **************. I then ask ***** to see if they had even started work on the car and if not I was going to just go home and would try again at some other time because I was in severe pain from being disabled from a missing L4 disc in my back and needing to have both hips replaced. He told me they had started work on the car. Not wanting to cause them any undue loss in labor, I agreed to stay and let them continue. After given the key and told the repair was completed, upon entering my car I noticed grease on my floor mats and on closer inspection saw 3 screws laying on the floor mat. This immediately sent up a red flag that the job was done hastily and unprofessional. Not knowing if the screws were missing from the air bag and could possibly cause harm if deployed, or maybe fail to deploy at all, said to be concerned at this negligence is an understatement! I then begin to look for what if any other damages could have done. That's when I noticed in the process of this alleged repair they had cracked my dash board in 3 places. Keep in mind my dash had *** in perfect condition when brought the car over there. When I pointed this out to ************** he told me they would not repair the dash that this was an older car and I quote "sometimes these things just happen".Service manager **** was very discourteous and rude when asked what was being done. I did receive a call from a Mgr. Named **** who was equally rude and used bullying tactics, he told me "you talk to much". Threatning

  Business Response

  Date: 02/27/2024

  Customer is coming in March 5 for the repairs.

• Initial Complaint

  Date:07/31/2023

  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.

  I put a $1,000 deposit down on a Toyota Prius. I went to the dealer & drove the car. I didn't like the car. The dealer said it was a non-refundable deposit. The dealer kept the $1,000. then they sold the Prius to someone else. I would like my deposit back the dealer refuses to give back my $1,000/ *****************************

  Customer Answer

  Date: 07/31/2023

  Roberts Toyota got a $1,000 deposit from me on May 18,2023. They kept the deposit.

  Business Response

  Date: 08/01/2023

  After determining that we did not have a copy of our Deposit Form, we agreed to refund the deposit. During our review process, ******************** contacted the credit card company and filed a dispute. Once a dispute is filed, the refund comes from the credit card company; after they complete their review. We will not challenge the dispute.

  Customer Answer

  Date: 08/02/2023

  BBB, I am satisfied with the outcome of the review process. all I wanted was my deposit $1,000 back from Roberts Toyota. Because they have said they will not dispute the refund from the credit card company, I am satisfied getting my deposit $1,000 back from the credit card company.

  All I ever wanted was my deposit $1,000 back.

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

   

• Initial Complaint

  Date:04/28/2023

  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.

  On Saturday April 22nd I brought my 2018 Tacoma in the dealership for service. ***************************** was the Service Advisor. The service performed was an oil change and they also washed the truck.When I picked the vehicle up later that morning and drove it home, my wife and I noticed that the passenger side taillight had a hole in it and was full of water. I called ****** and explained what we found, and he said the Service Manager ******************* would call me Monday morning 4/24.I never received a call from her on Monday morning, I called Roberts on 4/24 at 11am and left a message with the receptionist for her to call me and again around 2:30pm. ************** finally called me around 3:30 pm and informed me that Roberts Toyota would not repair the taillight because she viewed the video tape, and the taillight was not broken during the service visit. I asked if there was a camera in the carwash and she said no but it was not broken in the carwash even though the light was full of water. The service technician supposedly inspected the taillights and said they were fine (I have the inspection form) if that were the case, why was it full of water?I have been a loyal Roberts Toyota customer for ***** years. I purchased this ****** New from Roberts in February 2018 and just told ***************************** that I would be buying a new ****** as soon as the next generation Tacomas were available in **** or2025. I am very disappointed in *************** response to me, as a long time, loyal customer to ********************** ************* I have bragged about the service until now.I believe the light was damaged during the service visit on 4/22/2023 because I drove from the dealer directly home that day. I have pictures if needed.

  Business Response

  Date: 05/09/2023

  I spoke with ****************** on 4/28/23 and reimbursed him in the form of a Parts and Service credit. I believe that ****************** is satisfied. I forgot to update the status in BBB.

  Thank you,

  ****

• Initial Complaint

  Date:03/07/2023

  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.

  We recently discovered that my wifes 2019 Highlander ac stopped working so we took it to our local mechanic who said it had a freon leak. My wife later reached out to Roberts Toyota where we bought the vehicle and they told her we had purchased the platinum warranty which was for ******* miles/6 years. We took the car to them to have it checked out. Later that day they said there were no leaks, they had filled the car up with freon and we owed them $279.00. When we tried to discuss the fact that freon dont just disappear, ***** at the service desk was very rude and had made several smart remarks about it and said it just evaporated. We then got with one of their mechanics and he in fact did determine that there was a freon leak and that would be covered by the warranty. After them having the car for a week they called us to say that it wouldnt be covered by the warranty and the charge would be $1400.00 to repair it. When we asked why it wouldnt be covered under warranty we were told that it was from a rock hitting it and knocking a hole in it. I asked ******************* if they had even submitted it for a warranty claim and was told no which was most interesting because my wife and I had already been told twice that they were waiting on claims department to let them know. When I asked her why a warranty claim hadnt been filed she told me that if they filed a warranty claim that would be warranty fraud. I I have also filed a claim with Toyota North American Headquarters.

  Business Response

  Date: 03/20/2023

  I've spoken with Mr. and ***************** about resolution in this matter. The $279 charge was comped. Per our last conversation, they would reach out to me directly if I could be of further assistance.

• Initial Complaint

  Date:02/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2021 Toyota Tundra on 10-21-22. from Roberts Toyota *************************************************************. The vehicle was a TOYOTA CERTIFIED USED VEHICLE, did not have a duplicate electronic/tailgate key, vehicle **** and not detailed. I advised the Salesman ************************* I was taking my **** from my Toyota I was trading since I had to have something. He stated, "They, (the business who put on the lift kit) probably didn't put the **** back in because it wouldn't work with the lift kit". Roberts Toyota had a lift kit installed on the vehicle. The next day after we got the vehicle home my wife was detailing the inside and outside, (since they did not detail the vehicle) and found a dent/crease in the upper left of the tail gate. I immediately called and sent pics to ****** phone of ************. I advised ************************* and advised we stopped once, observed the vehcle entire time and drove the vehicle home and it did not get hit by another vehicle. Upon looking I advised **** that a vehicle damage was caused by a human as there was no damage on the bumper. So, I took pictures of my vehicle key and sent it to them as they had to get another key made. They said they would look at the damage when the vehicle was brought in for they new key. I advised I wasn't driving the 120 plus roundtrip miles. They said that they would pick the vehicle up when the spare key was in and it had to be on a Wednesday as that is when their body shop guys were in. On 11-16-22 they picked the vehicle up in the morning and I talked to the driver **** about getting a spare **** that would actualy work on the extended height of my vehicle. He said he would let them know. The vehicle was returned at the end of the day by another driver and I asked her if they gave me a **** and she didn't know and of course they did not give me a ****. Later on 11-16-22 I called Toyota at ************ and filed a complaint. They gave me Case# ************ and advised a Manager would call me within ONE bus day, day 3

  Business Response

  Date: 02/21/2023

  Our records and statements from personnel show that ************** was provided with a **** suitable for a lifted truck. Is his position that we did not provide one or is this an old complaint?

• Initial Complaint

  Date:11/28/2022

  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.

  On March 28, 2022 I took my vehicle to ******'s Toyota in ******** for brake service. The charged me ****** and replaced front brake pads and rotors. Thinking everything was fixed I gladly paid for the service because I have never had an issue with this dealership and I bought this vehicle from them. A few weeks later I started experiencing braking issues again and took the vehicle back to ******'s Toyota in Columbia. They said there was an issue with the rear brakes not making contact with the brake drum. Another few weeks went by and again I started experiencing brake issues again. I almost ran into the back of a car. Again I returned my vehicle to ******'s Toyota of Columbia but had it towed because it was unsafe to drive. They also sent me an advertisement in the mail that advertised a "Maintenance special" which I opted in for since I was taking the vehicle in for service anyway. This was notated on the work order as was the notation that I wanted to use my own oil and filter. This "Maintenance Special" included tire rotation, oil and filter change, check and top off fluids, install new wiper blades, inspect hoses and belts, inspect and top off antifreeze and coolants, check tires, multi-point inspection, Brake inspection and battery inspection. When the service manager called he said they rotated the tires and changed the oil. He lied. They didn't rotate the tires. They changed the oil but added too much oil and it's above the fill **** on the dip stick and if I drive it there is a chance of engine damage. So it's undrivable. They checked the brake lining but I paid to have that done in March. I called ******'s Toyota in Columbia and tried to ask questions and if they were going to fix the oil issue but he kept over talking me and said if I came back out there he would have me arrested for trespassing. This is totally unacceptable. I don't know what to do about this. I'm on the verge of a nervous break down. I'm afraid they'll sabotage my vehicle.

  Business Response

  Date: 12/12/2022

  In response to this complaint it is suggested that **************** allow Roberts Toyota to inspect this vehicle to assess for any damage or concern.  This interaction will be handled professionally by both parties in order to ensure the vehicle is in proper condition.  
  

  Customer Answer

  Date: 12/13/2022

   
  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,
  
  *************************

   

  I am hesitant to accept this offer but it is the only option that I have. For all I know this vehicle may need major repairs now including engine, rear end damage and transmission. I don't know what else to do at this point but move forward with this offer and pray to God no other damage is inflicted on it. Why you are beating up on a 70 year old man over a brake job is beyond me. Please promise me you won't sabotage my truck again. 

• Initial Complaint

  Date:11/07/2022

  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.

  My wife put a $500 deposit for a Solar Octane 2023 4 Runner to hold so she could see the color and if she liked it to possibly purchase. Since this is a new color, there are not any available around town to look at and she wanted to have first look. This $500 was never signed by us and never signed by the dealership as non refundable. Any deposits should be signed by both parties to ensure following any guidelines, but this was never done by the dealership. The 4 runner came in and the color was not desired by either of us to buy a $70,000 vehicle that we did not like with our hard earned money. When we went back to the dealership, we were then told that we cannot get our $500 back even though we would not be moving forward with the vehicle. The sales advisor and sales manager were absolutely rude and zero customer service. We have bought many vehicles and never has this kind of horrible customer service and would never recommend anyone use this dealership. We have all documentation, text messages, and communication from the dealership showing this was never signed and the sales representative passing it off and never sending to management to call me. I called and left messages with no return calls until I had to again reach out to the operator to get someone on the phone. No one would ever put down $500 to hold for something that would not be purchased, then the dealership to keep for free. The dealership needs to fully refund the $500 and not think they have the authority to keep something that is not theirs.

  Business Response

  Date: 02/09/2023

  Dear ***,

  I am unable to find you in our system, which is odd. I have searched by last name, email address and phone number. I would like to look into this matter but have no records. Is your complaint on someone else's behalf?

  Please advise.

   

  Thank you,

  ****