ComplaintsforToyota Motor North America, Inc.

Auto Manufacturers

Additional Complaint Information

Customer Complaint:

Due to the volume of complaints filed against this business, BBB only publishes the details for 25% of the total complaints filed.

See all additional business information

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
06/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
In April 2024, I received a recall from Toyota that lower bumper cover *** detach due to faulty tabs and crisps. The recall states Toyota will replace bumper free of charge. They claim a tiny bump in grill excludes the free service. I believe they should cover the money for the repair.
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 Front lower bumper cover recall 23TA12. The Guests vehicle is within the scope included in Safety Recall 23TA12 . In the Remedy Notice if the bumper cover is damaged from an obvious collision the guest will be advised the vehicle will need the collision damaged repaired before the remedy can be performed.

Should the guest have any additional questions or concern we encourage the Guest to contact us at ************
Initial Complaint
06/10/2024
Complaint Type:
Delivery Issues
Status:
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.
I placed a small parts order from "LEXUS of *******************" on May 26. 2024. The order total was $45.50 Order #******** The website falsely claimed that the parts were "in stock". After 8 days without a shipping update, I called and was told that the parts had to be ordered from ****** and would take another week. I waited.Today, June 10, 2024, I received my order and it was missing one of the parts. The part that I did receive had a defect.I called Lexus and first spoke with *******, she put me on hold for about 40 minutes and never came back to the phone. I called again and asked for her by name and someone put me on hold again and didn't come back to the phone. I hung up and called a third time, this time asking for a Manager. I was transferred to ******* who apologized for the experience and promised to issue a full refund. Later that day, I received a very rude call from a guy named ******* in the parts department who told me that ******* isn't in the "parts department" and he would need to receive the defective part back before issuing the refund. Why should I have to wait 2 more weeks to get a refund when you guys screwed up my order?!?! I was promised a full refund by a manager. That should mean something. We're talking $45.50 here, not thousands. It's really tacky and unbelievable.
Business response
06/21/2024
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.

To best address the Guests concerns, we will need to refer the guest to the dealership to further review the concern with the parts order.
Initial Complaint
06/10/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a 2024 Toyota grand highlander back in September 2023 with one key fob. Toyota promised sending me the second key fob in 90 days. It's been 9 months now. Every time I contact Toyota they promised to deliver it the following month. Am getting frustrated because my efforts in securing a second key fob which am entitled to is going no nowhere. VIN: *****************
Business response
06/18/2024
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.
Customer response
06/25/2024
I have reviewed the business response and accept this resolution.
I have picked up my second key fob. Thank you BBB for all your effort in getting this issue resolved.
Initial Complaint
06/10/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
After repeated requests to unsubscribe, Toyota Motors continues to harass me. I have filed a complaint with the *** but sill they persist.This company has unethical business practices. I strongly recommend others to avoid Toyota and Lexus vehicles.
Customer response
06/10/2024
I would like my email address removed from all Toyota accounts.
I want no further contact with this company.
Business response
06/18/2024
We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the Guest.

As a Toyota/Lexus consumer, have specific rights regarding your personal information, and it is our priority to keep personal information safe and secure in our systems.Please be advised that exercising your rights with Toyota Motor North America does not apply to any Toyota or Lexus dealers, local Toyota dealer associations, private distributors, Toyota ********* Services (TFS), Lexus ********* Services (LFS), or Toyota ******************** Solutions. Please contact these entities directly to exercise privacy rights.

To learn more about Toyota and Lexus privacy practices, review personal information options, or to exercise consumer privacy rights, please visit ******************************************. The guest may contact us at ************, Monday-Friday: 8:00 a.m. 8:00 p.m. ET, and Saturday: 9:00 a.m. 7:00 p.m. ET.
Customer response
06/19/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
06/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
A new vehicle was purchased over 8 months ago. To date, we still have not received a second key fob which was promised at purchase. All calls to Toyota corporate claim one is on the way, but then we are told there is another delay. We just want a second key fob that we have paid for.
Business response
06/18/2024
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.
Initial Complaint
06/07/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Tried speaking to 6+ INCOMPETIENT people to get NO where BUT time lost. Have someone of SENIOR management CALL ************ IMMEDIATELY to resolve my concerns
Business response
06/18/2024
We have reviewed the complaint filed by the Guest through our Brand Engagement Center.Per our records, we do not reflect any recent contact from the Guest to our Brand Engagement Center. We encourage the Guest to contact us at ************ so we may further evaluate the Guests concern.
Initial Complaint
06/07/2024
Complaint Type:
Service or Repair Issues
Status:
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.
*************** filler cap mysteriously missing twice throws truck into check engine status. No explanation from Toyotas headquarters, as I wrote an email to the owner of Toyota Mr ******** I was called back from Toyota headquarters, *********************, at the brand engagement center. Second incident, I was charged to diagnose the check engine light, charged to buy a new filler cap, then charged to diagnose that the problem was solved. I spent $338.81. Toyota will not reimburse me. Their only option is to have me pay for my next services, at an authorized dealer, then jump through their hoops to get my money back. My resolution is for them to replace my oil filler cap with an OEM Toyota cap, and send me a check for the money I already spent. I am a senior citizen with limited income. Thank you ************************** ************************************************************************************************* cell # ************ case # with Toyota ************
Business response
06/20/2024
We have reviewed case and we see a position was provided as of 06/04/2024.

As such, Toyota would be unwilling to offer compensation for any related repairs to the vehicle. While we understand the dissatisfaction with this decision, it represents Toyota's final position on this matter.

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.
Initial Complaint
06/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Constantly getting error message that VSC TRAC is malfunctioning. Visited several dealership locations without a resolution for a defective vehicle. I would like this diagnosed and repaired at no cost to me as again this is a manufacturing defect
Business response
06/06/2024
Hello,

This complaint was filed against Toyota Motor ****************** in error. Please forward the referenced complaint ******** to the appropriate business Toyota North America for handling.

Thank you,
Toyota ********* Services
Business response
06/18/2024
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
06/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
2024 Toyota Sequoia ordered in Feb 2023, received in Jan 2024.Came with one key fob due to shortage of microchips. Was told it could be months so finally called Toyota customer service in Apr 2024 and was told I would get an email in May 2024 stating when I would get the second key fob. Called back to customer service in Jun 2024 and was told there are delays with no estimated time to get notice.Still paid full price for vehicle about $85,000.This is not a dealer issue as it is a Toyota wide issue.Second issue, same vehicle:Driver's seat cushion extension does not work and hasn't since purchase. Was told there would be a Technical Bulletin "soon" because the issue has been known for at least a year. It is again 5 months since paying full price and there is still an unknown estimated date for the bulletin to be given to the dealers so they can fix it.There has been no consideration given for either issue.
Business response
06/14/2024
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.

Customer response
06/17/2024
I am rejecting this response because: There wasn't an option for being done with this complaint even if not pleased. First, they only addressed one of the two issues and didn't address the fact that they recommended I spend money on an Apple AirTag since I only had one key fob and never offered any financial consideration to uphold their end of the deal - I paid in full, they didn't deliver in full until I couldn't get resolution without going to the BBB. Second, they essentially just bumped me ahead of others with the same issue because I made a complaint but it is still bad business. That being said, I'm no longer asking for a resolution from the company but won't be buying from them again.
Business response
06/21/2024
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. The 2nd key is based on 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.
Initial Complaint
06/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a new grand Highlander in October 2023, I was told I would receive my second key fob in February. Every month since then Toyota brand engagement tells me it will be the next month and the Toyota Knoxville claims they cant resolve the issue it is Toyota brand engagement. They recently promised I would have a letter by 5/31/24. Called again today to be told July with no assistance escalating to someone who can resolve the issue
Business response
06/13/2024
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.

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business.

Cookies on BBB.org

Additional Complaint Information

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Business response

Business response

Customer response

Customer response

Business response

Customer response

Business response

Business response

Business response

Business response

Business response

Business response

Customer response

Business response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary