ComplaintsforToyota Motor North America, Inc.

• Initial Complaint

  10/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a 2018 Toyota C-HR brand new. During the first year of ownership the catalytic converter needed to be replaced. During the second year, the A/C went out. And now during the third year, the transmission has gone bad with only about 60k miles. My car has been at the dealership for almost 3 weeks and I have not been able to get a response as to the exact problem, when it will be repaired, or when I will get my car back.

  Business response

  01/05/2022

  Business Response /* (1000, 5, 2021/11/02) */ We have reviewed the complaint filed by the guest through our Brand Engagement Center regarding the 2018 C-HR. We do not reflect recent phone contact from the guest to our Brand Engagement Center regarding this matter, and as such, encourage the guest to contact us at 800-331-4331 so we may further evaluate the guest's concerns. Consumer Response /* (3000, 7, 2021/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The local dealership has had my vehicle for almost 4 weeks now with no estimated date of when/if it will be fixed. I can be reached at XXX-XXX-XXXX. Business Response /* (4000, 10, 2021/11/10) */ We encourage the guest to contact us directly at 800-331-4331 so we may further evaluate the guest's concerns. We are available from 7:00 AM to 7:00 PM, Central Time, Monday through Friday, and from 8:00 AM to 4:30 PM Saturday.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I call Toyota Motor North America, Inc. concerning the defective brake caliper pins on my 2018 Toyota RAV4 VIN: JTMRFREV2JJXXXXXX. The frozen brake caliper pins caused the brakes pads to wear uneven making the car unsafe to drive. My car only has 10,500 miles on it and the 3 year warranty runs out on Nov. 5th 2021. I feel it is unacceptable for a new vehicle with low mileage should have such a problem. I would like Toyota to honor my warranty and make the repairs to my vehicle.

  Business response

  01/05/2022

  Business Response /* (1000, 5, 2021/11/01) */ We have reviewed the complaint filed by the guest through our Brand Engagement Center, and regret to hear of the concerns with the 2018 RAV4. In our commitment to provide quality service, Toyota has national Brand Engagement Advocates within our Brand Engagement Center to ensure our guests have received a thorough review of their concern. We note that a national Brand Engagement Advocate reviewed all information pertinent to the case, and provided a position. The position rendered by this individual represents Toyota's position on the matter. Our review of the case indicates that all of Toyota's guidelines have been followed and that Toyota met its obligations in regards to all expressly written warranties. If the guest has additional questions, we recommend the guest call us at 800-331-4331 from 7:00 AM to 7:00 PM, Central Time, Monday through Friday, and from 7:00 AM to 4:30 PM Saturday. Consumer Response /* (3000, 7, 2021/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) My brakes should have not worn uneven at only 10,500 miles. The left front inside Brake pad was worn half way down while the left front outside pad was still almost new. I will attach pictures of the left rotor and brake pads. I drive very conservatively and should not have premature brake wear at only 10,500 miles. Business Response /* (4000, 9, 2021/11/09) */ We have reviewed the follow-up complaint filed by the guest and have added the guest's further comments to our records. While we acknowledge the guest's dissatisfaction on the matter, our response represents Toyota's position.

• Initial Complaint

  09/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought ob saturday september 18 th 2016 at Toyota Tansky on sawmill road columbus ohio , the car was financed by toyota bank with GAP insurance and after reflection i did not consider it necessary to keep the gap insurance so i decided to remove it . On Monday September 20 th i weent back to the dealer so that the finance manager could remove it and return the money to Toyota bank . he said he was going to do it but he must first go to have his lunch . I tried to call them several times but he is never at his office and he does not answer the email that i send either, i also called toyota customer service to warn them but still nothing . my first paiement is due on November 2 and i dont want to be charged for fees .

  Business response

  12/14/2021

  Business Response /* (1000, 5, 2021/10/08) */ We have reviewed the complaint filed by the guest through our Brand Engagement Center. We do not reflect recent phone contact from the guest to our Brand Engagement Center regarding this matter, and as such, encourage the guest to contact us at XXX-XXX-XXXX so we may further evaluate the guest's concerns. Consumer Response /* (3000, 7, 2021/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Friday I talk to the sale manager of Tansky Sawmill Toyota he told me that the Gap insurance has been cancelled but he doesn't know when the money will be refunded . I tried to call the customer service of Toyota but no one responded . I just wanna make sure that this has been takin care of . And I want Toyota adjust my new balance Business Response /* (4000, 9, 2021/10/21) */ We have reviewed the follow-up complaint filed by the guest through our Brand Engagement Center. The extent of action available to our office in regards to intervening on sales-related concerns is to advise dealership management of the guest's concern, and to request contact between the Customer Relations Manager and the guest. If we may be offer further assistance in this regard, the guest may contact us by calling XXX-XXX-XXXX from 7:00 AM to 7:00 PM, Central Time, Monday through Friday, and from 7:00 AM to 4:30 PM Saturday.

• Initial Complaint

  09/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  happened 8/25/21 Toyota wouldn't take a cashiers check. I signed the title & didn't receive it until 14 days later. I've e-mailed 3 times, called the 800 # 3 times, sent 4 faxes still no response after 1 month. What business in AMERICA doesn't take a cashiers check? I know of only one, TOYOTA!!! My lawyer said to contact them before he files suit. I did 10 times and no response. Then I thought maybe BBB could help me. Thank you ****

  Business response

  01/26/2022

  Business Response /* (1000, 5, 2021/10/06) */ We have reviewed the complaint filed by the guest through our Brand Engagement Center regarding the 2021 Tacoma. We do not reflect recent phone contact from the guest to our Brand Engagement Center regarding this matter, and as such, encourage the guest to contact us at XXX-XXX-XXXX so we may further evaluate the guest's concerns. Consumer Response /* (3000, 7, 2021/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like my check. I have suffered enough, mental duress. mental anguish, strife, aggravation, and traumatization, in the last 2 months. Business Response /* (4000, 9, 2021/10/22) */ All Toyota dealers have a Customer Relations Manager whose responsibility is to address all guest concerns. We recommend the guest contact the dealership's Customer Relations Manager so the guest's concerns may be further addressed. Consumer Response /* (4200, 11, 2021/10/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) toyota has not sent me a check yet. they have not told me why their business does not take cashier checks. when every other business in the world does.

• Initial Complaint

  08/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a lease with TFS which ended in September of 2020. I purchased the vehicle from Toyota with an auto loan from Auto Approve. I made a payment in September, which I found out by mail was rejected by TFS because I sent my OD reading from Auto Approve. Some internal protocol at TFS does not allow OD readings to be sent by a third party. I resubmitted it within the month and it took until early October for it to be processed. I made my final payment on October 2nd because Toyota would NOT ALLOW ME to make the payment before the OD paperwork was processed. 11 months later I find out I have a 30 day late marker on my credit score. This is wrong, I made the payment, I WAS NOT LATE. TFS blamed Auto Approve and told me I have to have them send a formal letter on their letterhead admitting blame for what happened which they cannot do. TFS refused to help further, they referred me to Brand Engagement. Brand Engagement says they cannot help, sending me back to TFS. I called Corporate today.

  Business response

  11/15/2021

  Business Response /* (1000, 5, 2021/09/09) */ We have reviewed the complaint filed by the guest. We regret to hear of the concerns reported by the guest. To best address the guest's concerns, we will need to refer the guest to the financial institution that administers the lease or loan. We encourage the guest to contact Toyota Financial Services directly at (800) 874-8822 for further assistance.

• Initial Complaint

  08/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our 2015 Rav 4 is experiencing a mechanical problem (torque converter shudder) which has been identified by our local mechanic. This problem is a known issue with the Toyota Manufacturer and they posted a warranty bulletin for our year make and model. Our mechanic suggested we contact our local dealer where it was purchased and ask them to repair it under the warranty. We contacted Toyota of Keene and they told us based on our VIN # that it was not covered, only certain VIN #'s are covered. So we reached out to Toyota Customer Care and asked them if our VIN # was covered based on the fact that it is experiencing the problem stated in the bulletin , they too said NO, at this time that particular VIN is not one of the vehicles available for the warranty. If its a known issue and we are experiencing the problem we feel it should be covered under their warranty. The warranty states it extended models up to 8 years old and under 150,000 miles. We have 84,414 miles

  Business response

  11/23/2021

  Business Response /* (1000, 6, 2021/09/07) */ We have reviewed the complaint filed by the guest through our Brand Engagement Center, and regret to hear of the concerns with the 2012 Prius. In our commitment to provide quality service, Toyota has national Brand Engagement Advocates within our Brand Engagement Center to ensure our guests have received a thorough review of their concern. We note that a national Brand Engagement Advocate reviewed all information pertinent to the case, and provided a position. The position rendered by this individual represents Toyota's final position on the matter. Our review of the case indicates that all of Toyota's guidelines have been followed and that Toyota met its obligations in regards to all expressly written warranties. Consumer Response /* (3000, 8, 2021/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well first of all my complaint was NOT about a 2012 Prius! Please ask Toyota to review the complaint that I filed against them. *** ***** Business Response /* (4000, 10, 2021/09/14) */ We apologize for referencing the incorrect model, and regret to hear of the concerns with the 2015 RAV4. In our commitment to provide quality service, Toyota has national Brand Engagement Advocates within our Brand Engagement Center to ensure our guests have received a thorough review of their concern. We note that a national Brand Engagement Advocate reviewed all information pertinent to the case, and provided a position. The position rendered by this individual represents Toyota's final position on the matter. Our review of the case indicates that all of Toyota's guidelines have been followed and that Toyota met its obligations in regards to all expressly written warranties. Consumer Response /* (4200, 12, 2021/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I Will not accept a no answer on this. The vehicle in question is displaying the problem. I've been told by a Toyota dealership that since I am not a "loyal" customer the manufacturer will not stand behind the warranty. Is that why my VIN number is not part of the bulletin, because I am not "loyal" by bringing my vehicle into their dealerships for service?! Unacceptable. I own 2 RAVS and will never consider another Toyota purchase based on this negative outcome.

• Initial Complaint

  08/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lexus has informed me via email on 9/11/2020 that they will be discontinuing their Enform 3G service on my 2015 Lexus NX. I am a 69 year old widow who depends upon this for my safety. It has provided me with peace of mind since I purchased this vehicle. I do not put many miles on my vehicle and so I do not purchase/lease new vehicles very often. I am very disappointed to hear this and am asking Lexus not to take this action. I accept that 5G is the new technology, but there must be a way to keep 3G active also. HELP!

  Business response

  12/13/2021

  Business Response /* (1000, 5, 2021/09/07) */ Good Afternoon, While we do understand the frustration of 3G services going away, we are not able to stop the technology from ending. 3G technologies are owned by a 3rd party and unfortunately we do not have access to stop this from ending. We do appreciate you being a loyal guest, and we will reach out via postal mail if anything further comes about this situation or any other information becomes available. Consumer Response /* (3000, 12, 2021/09/22) */ I do not accept the answer from Toyota Lexus. This is a repeat of what happened when 2G was turned off and customers lost their navigation and emergency service. This is something Lexus knew would happen and they should have made the 3G in my 2015 Lexus NX vehicle upgradable. This was totally avoidable but apparently Lexus does not care about their current customers and are probably hoping customers will quietly accept this. I, for one, will not. Lexus must do something about upgrading the 3G in my vehicle now to ensure these these services do not become non-functional. I purchased this expensive vehicle thinking I would have the security of my SOS and navigation systems for as long as I owned it. And I don't want to hear from Lexus that I can navigate using my mobile phone. That is simply not the same. Lexus and the wireless industry must come up with a solution to this problem. The Lexus brand will suffer immensely from this debacle. If Lexus does not satisfy me and other customers, I will cease being a Lexus customer. I was planning to possibly give this vehicle to my daughter and purchase another Lexus for myself. That will not happen if this situation remains unresolved. I will purchase a Volvo or Subaru. Business Response /* (4000, 14, 2021/10/05) */ Good Morning, As previously stated, we do not control 3G and have no way of stopping the sunsetting of this. We understand our guests concerns and are sorry to hear of their dissatisfaction, and should anything come about in the future they will be notified via postal mail. Consumer Response /* (4200, 16, 2021/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) While Lexus does not control 3G, they certainly have control over their vehicles. As I said before, Lexus must do something about upgrading the 3G in my vehicle now to ensure these these services do not become non-functional. Just today I received an email from my local Lexus dealer saying: "EXCEEDING EXPECTATIONS. Dear ******, Lexus of Bridgewater is committed to building long-term relationships with our customers, which translates to exceptional care and prices. Visit us today." Many long-term relationships will be destroyed if Lexus does not honor commitments made to its customers. Simply put, Lexus must come up with a fix to this issue.

• Initial Complaint

  08/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Quick summary. Purchase my 2021 Toyota Supra 3.0 Premium on Sept. 14, 2020. I paid MSRP price $58,408 plus ttnl, etc..... It was delivered to me from Pharr, Texas by the sales rep and everything was fine. I started driving it and noticed a grinding noise when braking. I called Toyota Corp and was told to take it to my local Toyota for inspection. I took it to Toyota of Laredo where they took pictures of all angles and odometer then was taken back home in the shuttle. The service dept opened a case with Toyota Corp, was advised to release to customer everything in working specifications. When I picked up the car I noticed minor damage to the front driver side. I asked for the pics taken when dropped off and did not have it. I was told to take it to their collision center to be repaired. Long story short they called me and said we are partially responsible so well pay 50%. I said no and they banned me from the dealership for their negligence. My car kept making grinding noises and then the

  Business response

  11/29/2021

  Business Response /* (1000, 10, 2021/09/10) */ We have reviewed the complaint filed by the guest through our Brand Engagement Center regarding the 2021 . We reflect recent phone contact on 9/8/2021 from the guest to our Brand Engagement Center regarding this matter. As such, if the guest seeks to further discuss this matter, we encourage the guest to contact us at 800-331-4331 so we may further evaluate the guest's concerns. Consumer Response /* (3000, 12, 2021/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted Toyota more that 30 times and get the run around. My car sits outside. They make false promises and don't even car if I die. Business Response /* (4000, 14, 2021/09/15) */ We have added the guest's additional comments to our records. Consumer Response /* (4200, 16, 2021/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) No resolution still playing with me. I do not have time for games. I called them again like they said through bbb and still the run around and call backs. No one has called me back.

• Initial Complaint

  08/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my 2020 corolla se is making a rear and sometime in the front creaking noise, MY LIFE IS IN DANGER! by this stupid car.

  Business response

  10/20/2021

  Business Response /* (1000, 5, 2021/08/16) */ We have reviewed the complaint filed by the guest through our Brand Engagement Center regarding the 2020 Corolla. We do not reflect recent phone contact from the guest to our Brand Engagement Center regarding this matter, and as such, encourage the guest to contact us at 800-331-4331 so we may further evaluate the guest's concerns.

• Initial Complaint

  07/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Every single Toyota all had headlight and taillight water leaking issues in all three of them! My current Toyota corolla has the passenger light fill up with water when it rains. The dealer said it needed to be replaced, and then Toyota Headquarters said no "Its a owner problem on 7/30/2021 at 3:15 pm. They are refusing to honor the warrantee i paid for. They said there is a fan to solve this problem that is ridiculous living in Florida were the sun zaps moisture

  Business response

  10/26/2021

  Business Response /* (1000, 5, 2021/08/12) */ We have reviewed the complaint filed by the guest through our Brand Engagement Center regarding the taillight concerns. We do not reflect recent phone contact from the guest to our Brand Engagement Center regarding this matter, and as such, encourage the guest to contact us at XXX-XXX-XXXX so we may further evaluate the guest's concerns. Consumer Response /* (3000, 7, 2021/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is an absolute lie. They stated they will not fix the one leaking tail light. The dealer declared after an in depth evaluation both headlights were defective and needed to be replaced. They denied the claim. As per dealer notification and speaking to Toyota this is failure to honor the warrantee. I will bring it back to the dealer again and demand the warrantee be honored. Toyota is playing stupid and lying. They know for a fact they had 2 attempts to fix the headlight and REFUSED! Business Response /* (4000, 9, 2021/08/17) */ We have further reviewed the complaint filed by the guest through our Brand Engagement Center and determined that the guest appears to have two variations of the guest's surname in our records. However, we do not reflect phone contact from the guest to our national headquarters Brand Engagement Center under either name variation. As such, encourage the guest to contact us at XXX-XXX-XXXX so we may further evaluate the guest's concerns.

*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. ↩