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:10/20/2024

  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.

  BBB complaint # Date of Transaction: 09/30/2024 Total amount paid including the credit card fee which they did not state in advance: $2,029.69 Scheduled ******mi service Complaints:1. They charged me for services I had done elsewhere *********K services and they did not ask me. They just did not have a record of it being done with them. And charged me for the engine and cabin filter I told them not to. 2. They recommended I have the coolants drained and replaced. I agreed. 3. The recommended I replace the rotors and front brakes as 2mm left on them and the rotors could not be resurfaced. I agreed. I was charged for the resurfacing + labor for the rotors and for new rotors.They charged me for the coolant kit and labor but did not replace the coolant. I left the lot and 15 miles later was on the side of the hwy with the warning triangle and ! on. The tech came out and stated he drove the car 6 miles after the service was done to "check" it, saw there was no coolant in the inverter reservoir. We drove to an auto parts store where he bought a funnel and topped it off and he reset the code. Two mornings after the service my car was squealing from the engine. I recorded it on my phone and sent it to *** *******, the service manager. I had been trying to talk with him since the service, about my lack of confidence in the work done. When I did hear from him, after calling Toyota Corporate and complaining, he said he was working on getting my car in, paying for my time or towing it in. Then he did not hear from him. I called many times, and finally got his email address and emailed him. He replied that he thought all was well, gaslighting me, by not taking into account what my complaints were or what he said he was doing to address my concerns. Two weeks later, and *****mi, when replacing my wiper fluid I noticed an empty reservoir then did research on-line. The tech did not check the engine coolant reservoir on the side of the hwy. either.

  

  Business Response

  Date: 10/22/2024

  Thank you, ***** and the BBB, for bringing this matter to my attention. ***** and I have discussed a potential remedy to this complaint. To start ***** is picking up a complimentary rental vehicle on 11/09/2024 at 9:30 am. I am going to have a master technician thoroughly inspect her Prius and come to conclusion and remedies for potential issues found. At that point ***** and I will have a discussion that is reasonable and amicable. After our discussed action plan steps are complete, we will return Lissa's Prius to her and pick up the rental vehicle from her and return it to our facility. Thank you both for working with me as we move closer to a solution. 

  Warmest regards,

  **** E

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22447845
  

  I am rejecting this response because of a needed amendment to the arrangement. The manager,  **** *******, stated he wanted to meet in person after his Master Mechanic did his assessment and services, and I realized this arrangement would not accommodate that request.

  I will drop the car off on the 9th, receive the rental, and return to the dealership rather than have the car driven to my location, with the understanding of the inconvenience this situation be included in our discussion. Although it is a less pressing issue, it is still an issue.  

  Also, I request to leave my concerns regarding possible damages to the engine in writing on the 9th that be addressed by the MM as well, and in our discussion afterward. 
  

  If **** agrees to these changes, the rest of the agreement is fine.

  Thank you.

  
  Sincerely,
  
  *. ****

  

  Business Response

  Date: 10/29/2024

  I am happy to accommodate Lissa's request to meet in person rather than return her Prius to her in person. I am also happy to receive anything in writing that she wishes to be part of our discussion. Thank you for the update. 

  Warmest Regards

   

  Customer Answer

  Date: 11/21/2024

  Yes, please go ahead. Please reopen the case. The car was inspected and they did not find any problems from the mistake of not adding the coolant to the inverter and engine reservoirs. They had no idea what the screeching sound was when the brakes were applied quickly. They said to come back if it happened a third time. The double billing, billing for labor and service I did not receive, and for mileage and time have not been addressed. It has continued to be difficult to reach the manager **** *******. But I'm still working on it. 

  

  Business Response

  Date: 12/05/2024

  Good afternoon.

  ***** and I were able to coordinate a call today to review the repair order together. We came to a mutual agreement to refund a portion of the repair.  The refund has been issued, and a copy of the refund receipt was text to *****. I thank the BBB and ***** for working with me to come up with an adequate solution and close this matter. Happy Holiday season to you all. 

  Warmest Regards

  Cody 

  GM at Heartland Toyota

  Customer Answer

  Date: 12/08/2024

   
  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.

  I was surprised and pleased. **** *******, the manager at Heartland Toyota, resolved this and restored my confidence that things are improved and will be better moving forward.

  The sincerity he showed in resolving this, and his understanding of the complications, led me to believe that he is dedicated to the growth of his service agents. And therefore, I have confidence and I will return.
  
  Sincerely,

  LW

   

  
  

• Initial Complaint

  Date:10/12/2024

  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 brand new 24 Toyota on 9/4/24 from Heartland. I specifically asked how the licensing/registration works since Im from out of state (******). Heartland informed me they send the information to Oregon DMV to process licensing (since I financed).I noticed/mentioned that the fees were a little higher than actual DMV fees. I was informed that the dealership would prefer to overcharge than underchg & will send a refund if there is excess. I paid $480.50 in reg/licensing fees paid to government agencies. I received a 3-day WA trip permit from ** to get back to OR. Heartland informed me when I get back to OR, I would need to get a trip permit while I was waiting for my licensing to process. Ive gotten 2-21 day trip permits as Ive been waiting. 2 wks ago, I got a message from ****** that the dealership needed to overnight an odometer disclosure to process my licensing & to return certified overnight. I did. As of 6 days ago, OR *** said that there is no paperwork sent in for my vehicle by the dealership. They said once they receive, it can take up to 2 wks to get my registration/plates. My OR trip permit expires in less than 2 wks & will not be able to drive my vehicle (Ive exhausted two 21 day trip permits I purchased waiting). I called Heartland today & asked to speak with ****** but he was not in. I said I needed to talk to someone who deals with licensing/registration. The person said she could help. She then informed me I had to register with Oregon ************ fees to do so, and was very short and rude, & said someone will call me. No one ever returns a call. I tried once earlier this week. Options: A) I need confirmation of where the paperwork is for licensing and that it be overnighted to ************ DMV by Oct 14. OR B) Overnight the paperwork to me so I can take to DMV AND issue a refund of $480.50 minus $33 for WA 3 day trip permit PLUS $35 for the one extra (21 day) OR Trip permit fee I bought ( wouldnt have needed). Total = $482.50.

  

  Business Response

  Date: 10/17/2024

  Good afternoon, Thank you to ******* and the BBB for making us aware of this issue. Everything stated in the complaint with regards to the licensing process is correct. The total fees charged were $480.50. We originally quoted $850 as we do not know how much licensing will be until we submit. One we submitted for licensing we were able to quote the accurate fees which was $410.50 for licensing and $70 for state trip permits, $480.50 total. I have attached copies if the OR title application along with the *** information showing when and where the docs were sent and the *** verification showing it was signed for by ******* at the OR DMV on 10/02/24 at 8:48 am. At this point, the ********** will be reaching out to ******* to continue the process for licensing. We are happy to help if there are any further questions or concerns that need to be addressed. Thank you again for reaching out and allowing us to resolve and explain this situation.
  Warmest Regards
  Heartland Toyota

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22415265
  
  I am rejecting this response because:

  I appreciate getting a call back from ****** before the BBB response. I understand and confirmed Oregon is behind on scanning paperwork so they havent verified all paperwork is complete (per phone call today) or  that the fees were included. I see a copy of my application and registered mail certificate to DMV was included in this BBB response. Id like additional confirmation of the following attachments and fees (ie copies): certificate of origin, full fees for registration and title, odometer reading, Vehicle use tax certificate. Additionally I never received a key plate (key identifier code) per manual. I was informed they were accidentally thrown away which I thought was a bit strange.  Again, I appreciate the assistance of Heartland and BBB. 

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

  

  Business Response

  Date: 10/29/2024

  Tell us wThank you again to the BBB and ******** for working with us through this process.  The breakdown is in the attachment. We sent $379.00 in fees to ****** for licensing and then $33.00 per 3-day permit given would equal $99.00 for a
  total of $478.00. I have attached a copy of everything we sent to the Oregon DMV and docs that were requested. As for the code I can retrieve it and share with ********, but given the sensitive nature of that information I prefer to give it verbally and then it can be documented by her. I will try to call you now to share the code. Thank you again for reaching out and please let me know if more help is needed.
  Warmest Regards
  **** at Heartland Toyota 

  Customer Answer

  Date: 11/05/2024

   
  Hi *******, 
  Thank you for sharing the response from Heartland Toyota. I asked for a few specific documents and Heartland shared additional including sensitive information  (ie photocopy of my actual Drivers License) which wasn't necessary. Also, the application and purchase order has personal identification information on it. Will this be published?  I request any sensitive data to be fully redacted (eg birthdates, drivers license number, addresses) from the record including my photo.
  
  Oregon DMV says the package is still NOT quite complete to process and has to do with Heartland signing as a DBA rather their parent company in the transaction. *** will be sending a letter to Heartland to correct so unfortunately this is still not quite resolved. I am unable to get my license plates and registration. 
  
  Lastly, I received TWO Washington  3- day trip permits which is $66 not $99 ($33 per permit). Technically, I overpaid $33.
  
  
  This BBB request was originally prompted because I was never able to talk to someone after a couple weeks of trying - either frontline calls were not answered, or no returned calls (twice as promised) when I finally got through to a receptionist, and when I did speak to someone, they passed along completely inaccurate information which prompted this request. I did get a call back after I submitted this BBB inquiry. I understand it's a busy dealership and get passed around to different people but makes for ineffective communication. I really don't like to waste peoples time but could have been promptly handled had I gotten to talk to someone who knew process and status rather than be treated rudely that I need to deal with *** on my own including paying fees.
  
  Thank you so much for the assistance!
  

   

  Attached is the outstanding information needed from Heartland required by Oregon DMV to process and finalize my licensing. 

   

  

  Business Response

  Date: 11/05/2024

  Thank you ******* for the update on the Oregon licensing. ****** licensing requirements must have made minor changes which is no problem. When we get the request back, we will have it modified and sent out very quickly. With regards to the trip permits, we issued three total permits, but if only two were received, we will absolutely refund the remaining $33. Please keep me posted if there are any more requirements for licensing. Thank you in advance. 

• Initial Complaint

  Date:10/04/2024

  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.

  Sold a service contract that is not what they stated. Serious steering. And selling of a vehicle which I am now facing over double in cost of repairs than the purchase

  

  Business Response

  Date: 10/14/2024

  Good afternoon. Thank you for making Heartland Toyota aware of this issue. Mr. ****** purchased a 2015 **** from us 10 months ago with over 107k miles for $14,989. As stated, Mr. ****** also purchased an extended service contract. A used vehicle with high miles of a luxury brand has service contract options available, however they will not cover 100% of all repairs. In every case we provide our customers with a copy of the service contract that clearly discloses the level of protection they chose as well as the coverage terms. In this case it sounds like Mr. ****** is unhappy with the coverage he purchased. I contacted the service contract company and over the last 10 months the policy Mr. ****** purchased has paid claims in the amount of $2,010.55 It has been 10 months and roughly ****** miles put on the 2015 **** since Mr. ****** purchased the vehicle which means the service contract Mr. ****** purchased may be cancelled and he would be entitled to a prorated refund based on claims paid, time and miles. If ********* would like another copy of his extended service contract to better understand the coverage he purchased or would like to cancel the contract and receive a prorated refund, we are happy to facilitate. Thank you to the BBB for allowing us to respond to and clarify this complaint.
  Sincerely,
  Heartland Toyota

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22382960
  
  I am rejecting this response because:

  The contract that was never clearly explained to me as describe by the dealer does not state the same things. Their service department completely disregarded an oil consumption issue which has caused the entire engine to fail. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/15/2024

  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.

  BROUGHT IN MY 2022 TOYOTA TUNDRA FOR FIRE HAZARD RECALL (23TB09) ON MARCH 9,2024. UPON COMPLETION OF WORK, I INSPECTED IT AND FIND OUT THAT THE REPAIR WAS NOT DONE CORRECTLY WITH ACCORDANCE TO RCRIT-23V566-4072 TUNDRA MANUAL;(1) FUEL LINE NOT PROPERLY ATTACHED; (2) ELECTRICAL HARNESS IS PINCHED AND MISSING ATTACHMENT; (3) CORRUGATED TUBE MISSING EPT FOAM TAPE; (4) FUEL TUBE SHOWS SIGN OF BENDING TO WHERE THE *** TIE WAS ON; (5) MISSING FUEL SURGE TANK TOP COVER; (6) WIRING NOT PROPERLY INSULATED AND (7) MISSING MUD GUARD PIECE ON REAR WHEEL WELL. VERIFIED BY 3RD PARTY TOYOTA TECHNICIAN AND ACKNOWLEDGEMENT FROM HEARTLAND TOYOTA SERVICE REP ***************************** THAT THE SAFETY RECALL WAS DONE IMPROPERLY AND UNSAFE. **************** OFFERED TO PICK MY TRUCK TO CORRECT THESE HAZARDOUS MISTAKES BUT I REFUSED TO SINCE THIS IS NOT THE FIRST TIME IT HAPPENED WHERE THE QUALITY OF WORK OR CLAIMING FALSELY THE *** WAS DONE. INSTEAD, I ASKED HIM TO SUPPLY THE ***** THAT WAS TAKEN AND I WILL JUST FILE A REPORT TO TOYOTA TO REASSIGN MY VEHICLE REPAIR SOMEWHERE ELSE. UPON FILING MY REPORT, TOYOTA REASSIGNED ME BACK TO HEARTLAND CUSTOMER LIAISON TO WHICH NEVER GOT BACK NOR I WANT THEM TO TOUCH MY TRUCK EVER AGAIN. I AM NOW STUCK WITH $60K+ TRUCK THAT I CANNOT DRIVE DUE TO THE DANGEROUS CIRCUMSTANCES AND TOYOTA REFUSING TO FIX MY VEHICLE DUE TO ONE OF THEIR DEALERSHIP'S MAINTENANCE MALPRACTICE. REQUESTING SOLUTION TO MY PERSONAL EXPERIENCE ALSO, PLEASE RECALL ALL 3RD GENERATION TUNDRA THAT HAS GONE THROUGH WITH THE RECALL WITH THESE SHADY SHOP, TO BE REINSPECTED DUE TO DANGEROUS FIRE HAZARD, A VERY SERIOUS CONDITION THAT NEEDS ACTION.I HAVE PROOFED EVIDENCE VIA PHOTOS, MESSAGES AND EMAIL OF THIS CLAIM AVAILABLE UPON REQUEST.

  Customer Answer

  Date: 03/15/2024

  Photo added

  

  Business Response

  Date: 03/22/2024

  Thank you for your correspondence and opportunity to correct this complaint. We have been speaking with ************ over the last week. We verbally offered to replace the cover and invited ************ down to the dealership to properly install the cover and have a master tech correct any issues with the recall and reinspect. ************ said he would think about it and reach back out. We received the replacement cover but had not heard back from ************. We called ************ this morning and asked when he would like to install the cover and reinspect/correct as needed. *********** stated he does not feel comfortable with us doing the work and stated he thinks we might purposefully sabotage his truck if he brings it back. I offered to give him the replacement part we have here at the store and pay to tow his Tundra to a different Toyota store to have the cover installed and inspected.He asked for the offer in black and white written form. I sent him the following email below. I am hopeful this will remedy and close the complaint.Thank you again for your attention in this matter.  
  Sincerely,
  ***********************
  Heartland Toyota
  General Manager
  
  ***********, Thank you for your time on the phone today. As discussed, we have a replacement part here at the store to remedy the issues you described that will be performed at no cost to you. I understand your position that you do not want to have Heartland Toyota correct the issues described and you do not feel comfortable driving the Tundra as well. As a remedy I am willing to give you the replacement part we have at the store for you, tow your tundra from its current location to a different Toyota store in the area and have them correct the described issue. This remedy will be paid for by Heartland Toyota at zero cost to you. Thank you for your time and I wish you a speedy recovery from your spinal surgery.
  
  

  Customer Answer

  Date: 03/25/2024

  Sent yoy an email of the proper terms of what can satisfy my inconvennience:

  ****,
      Good morning. For the record, I knew that you are a very reasonable and fair guy but sadly our encounters are always not in a good way. So you know, back then when I first I walked into to your dealership, my pure intention was to buy a truck as my retirement gift from the service and a car for my son heading to college. I expressed to your salesman that to spare me from drama since I have cash for the Corolla and approved check for the truck, in and out deal, but unfortunately that did not happen for reasons we both already know. You see past mistakes on maintenance, I was not really planning to amplify my complaints knowing that the next convenient shop is an hour away from me, but since your people drained my patience by putting myself and my family in danger, I have to speak up. It is really concerning to know that there is always a hang-*** every time my vehicle rolls into your shop for recalls and/or warranty issues. Really makes me believe now that Ive been retaliated upon. Some of these recalls are written in blood the maintenance malpractice needs to stop somewhere/somehow. So, heres my acceptance to your offer with conditions: 
  
  Already communicating with Toyota in **** to squeeze me to their schedule; (1) make arrangement to an independent tow company to bring it there and back. Pays for their labor and towing cost; (2)Pay for that missing part since after a week with no response to my follow up email to you and ******, I decided to buy my own replacement part; (3) Provide a temp loan truck ASAP deliver to my house from now until my truck gets back; (4) Send out notices to reinspect all the Tundras that went in for that same recall for reinspection into your Heartlands FB site and all other Tundra forum explaining that corrective action was due to a neglect in your service department, this will save myself from posting it up.   
  
  Regardless, if you take my offer or not, my truck will get fix one away or the other. Really, its been nothing but heartache and headache from the beginning with all my dealings from your dealership. You have the moral obligations to do the right thingLMK.
  
  ***       

  

  Business Response

  Date: 04/03/2024

  Our General Manager *********************** spoke to ************ on April 2nd to verify the issues have been resolved and this complaint is able to be closed. ************ indicated that he is satisfied at this point and no further action is needed other than the reimbursement check being issued to him for an additional part and fuel he paid for. The reimbursement is being processed and mailed to *********** at his request. Thank you to the BBB and ************ for bringing this issue forward and giving us an opportunity to resolve the problem.

  Warmest Regards

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

• Initial Complaint

  Date:01/30/2024

  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.

  The business told me that the extended warranty would cover repairs at any ASE certified shop. The warranty company is not accepted at any ASE shop I went to. I want a refund and to cancel my extended warranty and gap coverage that was falsely advertised. They said I could cancel anytime. However they refuse to answer my phone calls and emails. I have emailed them 5 times called 12 times, used their online chat service and text service multiple times and they refuse to call me back or answer. The warranty name is Protective and the Gap coverage is APPI. They keep telling me to drive in and talk to them about trading my vehicle in. I don't want to trade, I want to cancel warranty and gap. They refuse refuse and refuse. Please help. Thank you

  

  Business Response

  Date: 02/05/2024

  Thank you for bringing this issue forward. Before Heartland Toyota received this complaint from the BBB we had a resolution for ****************. Mr. ******* is providing us with odometer information that is required for us to cancel his service contract and issue an expedited and pro-rated refund. This mater is resolved and it simply pending processing so the refund may be issued. Thank you again for bringing this matter to our attention and allowing us to come up with an adequate solution for ****************.
  Warmest Regards,

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

  General Manager

  Customer Answer

  Date: 02/12/2024

  Still waiting for the dealership to complete the resolution.

• Initial Complaint

  Date:11/02/2023

  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.

  The issue I have encountered is that I purchased a CPO (Certified Pre-Owned) 2016 Toyota Avalon from Heartland Toyota in January 2022, with the *** number *****************. At the time of purchase, the car's Carfax report indicated no accidents or damage, which was a significant factor in my decision to pay a premium for this vehicle. However, in September of this year, I discovered that there was a minor rear-end damage recorded on June 26, 2017, which has had a significant impact on the resale value of my used car. I should not be held responsible for consequences that were not my fault. After referencing market prices, I have requested that Heartland Toyota compensate me with 10% of the purchase price (excluding taxes), which amounts to $2,475, to account for the depreciation in my vehicle's resale value.However, from last Thursday, October 19th, until now, I have been waiting for 11 business days, but I have not received any response from the staff at Heartland Toyota regarding the issues with my vehicle. I believe that timely responses and updates on the progress of handling the matter are crucial for customer service. This has greatly shaken my confidence in the Toyota brand.

  

  Business Response

  Date: 11/07/2023

  We provide a complimentary CARFAX to our customers with every used vehicle purchased. We are not required to provide this report, but we believe in being as transparent as possible. It appears that there was additional information reported to CARFAX from 2017. The additional information states there was minor damage reported to the rear bumper. Minor damage is defined by CARFAX as cosmetic damage like a dent or scratch. There was no cosmetic damage to the rear bumper when we sold the vehicle in January of 2022 and the information was not reported to CARFAX at that time. CARFAX provides a CARFAX Guarantee. We encourage ************ to reach out to CARFAX to determine if there are any benefits to that guarantee he may be ***********. Thank you for bringing this to our attention and allowing us to provide a response to this complaint. I have also attached a complimentary copy of the CARFAX from the date of purchase as well as an updated CARFAX dated 11/06/2023. Thank you for your time.
  Warmest Regards
  
  ***********************
  Heartland Toyota
  General Manager
   

  Customer Answer

  Date: 11/07/2023

   
  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,
  
  *******************

• Initial Complaint

  Date:06/28/2023

  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.

  I purchased a used vehicle last month and was told the windshield needs to be replaced and would be included with the sale of the vehicle. I made a appointment for windshield replacement and when I arrived I was told I would need to leave the vehicle overnight. I was not able to do that so They arranged a loner for me and I rescheduled for June 2nd. I stated the windshield must be replaced with OEM glass and was assured that is what was ordered. When I picked up the vehicle I noticed it was cheap aftermarket glass and immediately went back in. I was passed off from one person to another with nobody offering me a good solution. I was referred to the sales manager, who said he would get me taken care of. that was a month ago. He has not called me or attempted to reach out to me. I have attempted to reach him multiple times and left messages with different people. He hasnt called me back. They should make this right otherwise I have to pay out-of-pocket and have it replaced myself. My wife drives around in this vehicle with my kids and nothing on it should be subpar.

  

  Business Response

  Date: 06/30/2023

  Our General Manager has spoken to ************ and this matter is resolved. We apologized for the lack of good communication and have already ordered a new OEM windshield that is en route. We have a tentative appointment for install on July 19th. ************ is satisfied with the outcome and we look forward to maintaining a great business relationship into the future. Thank you ************ for making us aware of this issue and allowing us to resolve is amicably. 

  Warmest Regards. 

  Customer Answer

  Date: 07/03/2023

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

• Initial Complaint

  Date:05/04/2023

  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.

  03/23/23. Purchase 2023 Tundra with a full warranties.The first complaint is the finance run my credit Peninsula CU. I was turn down for the loan. I receive a call that the *** down the loan and I would have to pay an extra 25 dollars a month on the loan. The loan is for 7 years and 25 dollars a month. Okay, took that in pants. 04/04/23 I was schedule service for adding sealant to protection from stone chipped etc... Schedule for **** am the dealership will need the truck overnight. understood.... I will need a rent car to go home. I went to rental company to get a rental car. make a long story short I had my dog with me. The rental would charge me ****** for cleaning fee for car. So being 30 minutes away I had to my used my time on what to do! Either drive back ******* to dog leave at the hotel then back to *********.dealership. They offer a tank a gas for my troubles. This not right. Toyota did sent me an email about the rental car and what I need to have to reserve a car. never mentioning about the dog cleaning fee! I had to talk to 5 different people to come up with a solution. I REPEAT THIS IS NOT MY PROBLEM!! EXCUSES,EXCUSES. Consumer BEWARE!!!!

  

  Business Response

  Date: 05/08/2023

  The customer is rescheduling installation and we are going to cover the cleaning fee if he is unable to leave his dog at home. Looking at his history, he has rented a vehicle from ** on 4 different occasions, but most likely did not have his dog with him. This has been resolved and the customer is satisfied.

  

  Business Response

  Date: 05/08/2023

  The customer is rescheduling installation and we are going to cover the cleaning fee if he is unable to leave his dog at home. Looking at his history, he has rented a vehicle from ** on 4 different occasions, but most likely did not have his dog with him. This has been resolved and the customer is satisfied.

• Initial Complaint

  Date:10/04/2022

  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.

  We have bought many cars with the ********* dealerships and are prior military. I got an extended warranty 9/2015 and it expired 9/2022. I have never used my warranties on any vehicles. First, it took me reaching out to another worker in order to get ahold of anyone in finance. I do not live in the area anymore so I cannot just drop in.I cancelled my warranty 9/26/22 (everything was set to come back to me) and then I was informed that I used my warranty twice. IMPOSSIBLE! I sent in the paperwork of proof that I didnt use my warranty to the finance department ****************************************************** Before they have been somewhat responsive but now they are completely ignoring me. I filed a complaint with Toyota and was told someone would contact me last weekno call. I called again Saturday and was told someone would call Mondayno call. Not only is this very poor customer service but shows they lack the care or respect for their customers.This same issue happened with my husbands truck and saying we used our warranty when we paid. Is this a way to not give people their warranty money back? Do not get any extended warranty with Toyota and make sure you keep all receipts. If they recommend using your warranty, make sure they remove it when you pay for repairs with your own money.I want someone from Management or customer relations to contact me as I am beyond upset about this. I want my refund back.

  

  Business Response

  Date: 10/17/2022

  We refunded the amount of the service contract.