ComplaintsforToyota Motor North America, Inc.

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  May 27, 2024 my car in a hit and run accident. I went to the body shop I was directed to by insurance & was told that the car should be completely fixed by the 17th of June. This was not the case. There was one part that was ordered from Toyota that was on back order. The part was supposed to be in the shop by 25 June. It never came. This happened again on 30 June, 7 July, and has now been pushed back to some time later this month. Each time the part is supposed to come the date gets pushed further and further out. The rental car that was partially covered by insurance cost me $462.20 prior to having to give it back on 27 June, as it was no longer covered because of how long the repair was taking. In addition to the $182.69 in *********** rides I have been forced to pay for since I have been left without a vehicle.The body shop (M3 Collision of Neptune City) and I have tried contacting Toyota several times , I have contacted them 7 times since June 14th, when I learned the part wasn't coming. Each time they give a long line of how there is nothing they can do, no definitive date they can provide for the parts arrival, and nothing they can compensate. In my last call I was told that the lease for the vehicle could not be refunded despite a month and a half of not being able to use the vehicle. And deferment of 1-2 months would cost me 70-100something dollars. They have no sense of urgency to get this part out as they are still making money off of my lease. They have no sense of corporate responsibility or ethics. Tier 1 customer service is not authorized to do anything, and tier 2 refuses to help on the rare occasion they are available to talk. Of the 6 call backs promised, none came. I have asked them to pay for the rental, provide a loaner so I have mobility, defer/refund my lease since the car is not drivable, and expedite, or at least provide a definitive date for, the part. All denied. Audio recording of call available but would not fit in attachment.

  Customer response

  07/16/2024

  Good Morning, 

   

  Due to recent developments I would like to place my complaint on hold. Toyota shipped the part around the time of my complaint. I want to give them the chance to make things right before filing. Please let me know if this is possible. 
  

   

  --

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

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

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

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2020 Toyota Tacoma--dealer-serviced since new--has a rear differential issue that Toyota has acknowledged but in earlier model years. The truck has less than ****** miles and it not driven off-road. This issue may worsen to a condition where the truck rear wheels lock up during driving and cause the driver to lose control. Toyota needs to acknowledge AND address this issue rather than sweeping it under the rug. They have not done the former and appear to be doing the latter.

  Business response

  07/02/2024

  We have reviewed the complaint filed by the Guest through our ************************ Per our records, we do not reflect any recent contact from the Guest to our ************************  We encourage the Guest to contact us at ************ so we may further evaluate the Guests concern.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to *************** Lexus the end of April to look at vehicles. I found two that I liked and asked the sales guy to run numbers for me. It took so long I had to leave and come back. I came back to find they sold the other car which was what I really wanted. I was so disappointed. I went home and researched the second choice car. By moving to this vehicle I would be downsizing from a full size car. I researched the gas mileage and based on what Lexus site shows, it would be much better than my current vehicle. I decided to lease the ** accepting the down sizing for better gas mileage. I went in and did the paperwork which was a mess and took forever. I went specifically to Lexus since I had not worked with a dealership in a long time I felt they had a good reputation and would address any issues if they came up. I spent the whole day waiting and got my car "delivered". They did not even take the stickers off the car! Of course I had to go back. I also asked for floor mats that I had to also go back and purchase separately because they "forgot". I left on Monday evening. By Thursday I noticed the gas mileage was horrible and not what they stated. I contacted them on Friday and ***** told me he would get back to me and did not. Days later and after a follow up I was told to run a few tanks through and it would get better. Despite the fact that Lexus site says this is not the case. I had 3 days to take the car back with no penalties. I trusted the people at the dealership to take care of me and through the process they kept dragging their feet which cost me more money! I told them I was not going to keep putting miles on. I was averaging 18 mpg and did not want to lose more money. I brought it in only to find out that I had to get plats before they would take the car back. When they did, they found they did my paperwork wrong and I had to pay for it! *************** is horrific but also Lexus should not be able to market a car for 21 to 28 mpg and not provide that.

  Business response

  07/02/2024

  We have reviewed the complaint filed by the Guest through our ************************ Per our records, we do not reflect any recent contact from the Guest to our ************************ We encourage the Guest to contact us at ************ so we may further evaluate the Guests concern.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a Toyota Prius on November 20, 2023, from ****** Toyota. It is our only vehicle owned jointly by me and my husband. We were given only one key fob but promised that we would receive a second fob. In spite of repeated requests, we have been stonewalled. Please help us get the second key fob that was promised to us over 7 months ago.

  Business response

  07/02/2024

  We have reviewed the complaint filed by the Guest through our ************************ and regret to hear of the concerns reported by the Guest.
  
  We are pleased to notify the guest that their secondary key fob is ready for pick up and the Toyota dealership of their choosing. We encourage the guest to contact the dealership directly to coordinate an appointment to program the secondary key.
  
  Should the guest have any additional questions, we encourage the Guest to contact us at ************ so we may further evaluate the Guests concern.
  
  

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 3rd I took my 2019 Toyota, Highlander VIN ***************** To ****** Toyota of ******, Oh ***** an Authorized Toyota service ctr for minor damage & repairs to the passenger side rear quarter panel. I had bumped a mailbox & scratched & dented the panel. I was advised in order to repair it the side glass above the panel would need to be replaced, I have attached a letter sent to Toyota Motors of NA explaining this in detail. What was to be a 2 week repair starting on April 25th is now projected finish time "possibly" being mid August!!!!!!We are asking for any one of the following resolutions:1. Find proper glass window & repair immediately. 2. Get the window back that was minus the radio for temporary fix til proper window arrives. 3. Provide us a car to use until proper window arrives & car is fixed. If they told us of this window shortage in the beginning we would have told them to order it & call us when it arrived to begin repair. This is total ******************** is a large dealership that has a car they can lend us until job is completed. We will have been 4 months without a vehicle by mid August. Providing that date isn't extended! Which is impossible in this day & age. Begging for rides & waiting to come & go isn't the world we live in now. This is all we ask. We are in pain & suffering through this. We are expecting a positive anwer & quick completion of our Toyota Highlander's repair or a temporary loaner to use until it is completed.If vehicle had been totalled it would have been faster than bumping a mail box resulting in a dent & scratches.

  Business response

  07/02/2024

  We have reviewed the complaint filed by the Guest through our Brand Engagement Center. 
  
  We can confirm the guest has a case actively being reviewed. 
  
  We encourage the Guest to further allow the brand engagement center to review and provide to next steps. Should the guest have any additional questions we encourage the guest to contact us at ************.
  
  

• Initial Complaint

  06/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a 2017 white Toyota ****** truck. There is currently an issue with white ****** trucks, years 2016 - 2022, where the paint is chipping off, exposing bare metal to the elements. I received a notification from Toyota Motors at the beginning of 2023 acknowledging the issue and that a resolution is being worked on. I have reached out to their customer service line a number of times attempting to get information only to be told that Toyota is "working" on a resolution. In the meantime, more paint continue to chip off. I live by the beach and the salt air mixed with damp air is a threat to the exposed bare metal. This will lead to rusting compromising the metal. I am reaching out to the BBB to file this formal complaint as well as get help to get Toyota to stand by their product and resolve this issue immediately.My truck is a 2017 ******, white VIN #: *****************

  Business response

  06/28/2024

  We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer.  
  
  ********************** issued the paint peeling on door frames and front fenders customer support program ****** providing coverage for the identified concern.  The Guests vehicle is within the parameters of the 23TE08.  Toyota is still in the Interim phase and at this time do not have a resolution. Toyota will notify the guest once the remedy is available by U.S. mail with the address the guest vehicle is registered.  
  
  Should the guest have any additional questions, we encourage the Guest to contact us at ************ so we may further evaluate the Guests concern.

• Initial Complaint

  06/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ************** January - I was given 1 key fob and told the second was on back order but I would be notified shortly for the second one. This was 5 months ago, Ive called many times only to be told there is nothing that can be done however I could BUY one for $500!! I paid 70k for this truck and Toyota is holding me hostage for a key fob! Unfortunately I have watched the quality and service of Toyota erode consistently year over year for the past decade

  Business response

  06/26/2024

  We have reviewed the complaint filed by the Guest through our ************************ Per our records, we do not reflect any recent contact from the Guest to our ************************  We encourage the Guest to contact us at ************ so we may further evaluate the Guests concern.
  
  We are pleased to notify the guest that their secondary key fob is ready for pick up and the Toyota dealership of their choosing. We encourage the guest to contact the dealership directly to coordinate an appointment to program the secondary key. Toyota issues the 2nd key according to the built date of the vehicle. 
  
  Should the guest have any additional questions, we encourage the Guest to contact us at ************ so we may further evaluate the Guests concern.

  Customer response

  06/26/2024

  I have reviewed the business response and accept this resolution assuming I can get the ***

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last August 2023, my wife and I were driving our 2021 Totyota Highlander to **************** in North ******** when our front lower bumper dropped off causing extensive damage to the wheel ***** and undercarriage. We had our car towed to ******** Toyota in **********, ** for repairs. We thought our extended warranty would cover the damage but that was a foolish notion.In January 2024 I received a recall noitce for precisely the same condition we experienced with the additional promise that Toyota would pay for any damages if this problem occurred before the recall remedy could be implemented. I have filed a claim with Toyota *********************** providing them with all of the information they requested but they denied my claim. I cannot get anyone at this center to tell me what additional information they want. I have attempted to speak to a supervisor at least a dozen times in the past month. Despite promises that they would call me the next day, no one has called and no one will speak to me about our claim.The case number Toyota assigned is ************.

  Business response

  06/26/2024

  We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer.  
  
  ********************** issued the recall 23TA12 regarding Front bumper cover.   The Guests vehicle is within the parameters of the 23TA12. For further review or questions please have the guest to contact us at ************ so we may further evaluate the Guests concern and provide guidance. 

  Customer response

  06/26/2024

  I am rejecting this response because:  As I mentioned in my original compalint, I have tried to discuss this matter with the Toyota *********************** at the mumber they provided above on at least 10 occassions after my claim was denied on June 2.  I submitted everything requested for reimbursement of my bumper falling off last August but I have never been able to get anyone at Toyota to speak with me to tell me what they want that I have not provided.  I just feel they are stonewalling to avoid discussing this with me.  On three prior calls I was told a supervisor would call me to discuss the matter but none ever did.  I know this is all documented in their files because the last "advocate" I spoke with repeated the content of prior calls while telling me "*****" would be back with me the next day.  Of course, that never happened. Based on prior experience, I have no faith that anyone there would talk to me about my case.

  I am willing to speak with a supervisor if they would like to call me at **************.  I have an answering machine so if I am not available they could leave me a number where I could reach them directly.

  Business response

  07/01/2024

  We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer.
  
  Toyota issued the recall 23TA12 regarding Front bumper cover. The Guests vehicle is within the parameters of the 23TA12. For further review or questions please have the guest to contact us at ************ so we may further evaluate the Guests concern and provide guidance.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *Recalled airbag. In the recall you are to be provided alternate transportation. I have been trying to get this since at lease 5/31 with no success. Finally had ********************************* return my call 6/13 to say I could get a very small compact car not a lexus, and I would leave my car parked at the dealership. I don't want my car parked somewhere that long (the current ETA on arrival part was told to me to be September at best, if no delays). I said to her, that is a long time for a car to sit up. A car needs to be started and then it's going to sit in the weather, etc. She said "YOUR CHOICE". My husband called *************************, service director, and was told that the dealership is not responsible for any of those things (dry rotted tires, dead battery, theft, vandalism, ect. His words were for me to "drive the car anyway" (Without the airbags). Knowing the safety concerns associated with that recall and recommending my family and I continue using the car as it is. I would like a car around the same size as the one I bought. The company should also let me store my own vehicle in the garage it is currently kept in; I agree that additional milage should not be added while I have a rental. However, about twice a month it needs to be started and backed down the driveway and parked so that it doesn't ruin while sitting there.

  Business response

  06/26/2024

  We have reviewed the complaint filed by the Guest through our ************************ and regret to hear of the concerns reported by the Guest.  
  
  Toyota issued the 23LA03 recall regarding the airbag.  The Guests vehicle is within the scope vehicles included in Safety Recall 23LA03.  The guest was offered alternate transportation but declined the parameters of the offer. 
  
  In reviewing the case, we find that Toyota has met its obligations in regard to all expressly written warranties, and are unable to ***** the Guests request at this time.
  
  Should the guest have any additional questions or concern we encourage the Guest to contact us at ************ so we may further evaluate the Guests concern.
  
  
  

  Customer response

  06/26/2024

  Your attention to customer service is extremely disappointing. Customers who purchase these vehicles dont do it expecting to leave their car sitting for long periods of time, as anyone with sense knows that leaving it parked and abandoned for months would cause problems (mechanically and with tires). You did have one dealership who agreed that this was unacceptable treatment and has offered a solution that we agreed with.
  

  The companies policies and subpar customer service is disappointing, and most of all your response to this level of service is unacceptable. In the past 10 years Ive purchased a sequoia, 4Runner, 2 Camry, 2 tundras, and a Lexus and never been treated like this. (Ironically enough, our other vehicle, a tundra, also has a recall and may catch fire. Offered nothing while waiting on a part that has been ordered). Do better, your company has a reputation that will soon be tarnished if this is how you treat customers.

  Customer response

  06/27/2024

  I am rejecting this response because:   

  Your attention to customer service is extremely disappointing. Customers who purchase these vehicles dont do it expecting to leave their car sitting for long periods of time, as anyone with sense knows that leaving it parked and abandoned for months would cause problems (mechanically and with tires). You did have one dealership who agreed that this was unacceptable treatment and has offered a solution that we agreed with.
  

  The companies policies and subpar customer service is disappointing, and most of all your response to this level of service is unacceptable. In the past 10 years Ive purchased a sequoia, 4Runner, 2 Camry, 2 tundras, and a Lexus and never been treated like this. (Ironically enough, our other vehicle, a tundra, also has a recall and may catch fire. Offered nothing while waiting on a part that has been ordered). Do better, your company has a reputation that will soon be tarnished if this is how you treat customers.

  Business response

  07/01/2024

  We have reviewed the complaint filed by the Guest through our ************************ and regret to hear of the concerns reported by the Guest.  
  
  Toyota issued the 23LA03 recall regarding the airbag.  The Guests vehicle is within the scope vehicles included in Safety Recall 23LA03.  The guest was offered alternate transportation but declined the parameters of the offer. 
  
  In reviewing the case, we find that Toyota has met its obligations in regard to all expressly written warranties, and are unable to ***** the Guests request at this time.
  
  Should the guest have any additional questions or concern we encourage the Guest to contact us at ************ so we may further evaluate the Guests concern.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I just purchased this used 2014 Toyota Camry from the original owner (VIN 4T1BF1FK9EU3201). There was a recall issued by Toyota, stating, "The 2012-14 Camry was subject to a recall for a transmission shredder that could occur while accelerating or driving at light loads between ***** mph. The U760 ATM ECM software update recall refers to this. The original owner never took it for repair when the recall was issued. I called Toyota North America and I asked them as a courtesy if they can fix this issue since originally it's their own problem, and they told me they can't help me. I would like to know why they wouldn't be able to fix the recall they issued themselves which is a grave safety issue. I hope you can contact them to fix this issue.

  Business response

  06/24/2024

  We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer.  
  
  ********************** issued the Torque ********************************* campaign or E03/LSC  providing coverage for the identified concern.  The Guests vehicle had it completed on 1/22/20215 
  
  Toyota issued the Torque Converter Shudder warranty enhancement program or ZE5 customer support program providing coverage for the identified concern.  The Guests vehicle is beyond the parameters and time from and expired on 01/25/2022 of the ZE5. Once the vehicle is outside of the time frame and parameters  of the ZE5,is  the cost of repairs becomes the owners responsibility.
  
  In reviewing the case, we find that Toyota has met its obligations in regard to all expressly written warranties and are unable to ***** the Guests request at this time.

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