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:03/20/2025

  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.

  I am filing a complaint against Toyota of Tacoma due to their negligence, misdiagnosis, and failure to properly service my vehicle, leading to significant mechanical failure and financial loss. Initially, I brought my vehicle to their service department for routine servicing, during which they conducted an inspection. Despite this, the transfer case later failed catastrophically due to having no oil in itan issue that should have been impossible if the vehicle had been properly serviced, as transfer case fluid does not simply run dry. Toyota of Tacoma not only misdiagnosed the issue twice, charging me for incorrect assessments, but they are now refusing to take responsibility for their actions. Instead, they are attempting to charge me yet again, including towing fees, just to inspect the vehicle after their prior errors. Their refusal to acknowledge their negligence and their attempts to shift financial responsibility onto me for their mistakes are completely unacceptable. I am seeking resolution for the financial losses incurred due to their misdiagnosis and improper servicing, and I urge the BBB to hold them accountable for their poor business practices.

  Business Response

  Date: 03/21/2025

  Two+ years ago, we replaced the customers transfer case while it was out of warranty but we were able to get some warranty assistance from the manufacturer for the customer on the repair.
  She brought the vehicle in last month for a bearing noise that she thought was the same noise as before from the transfer case. We diagnosed the issue as a water pump failure, making the noise. The customer declined their repairs at that time.
  On 3/19/25, she came in because her car broke down. She had taken it to another shop and they are saying that the transfer case is now bad. I advised her that we would need to inspect the vehicle to find the cause of failure and confirm their diagnosis. However, since the last repair on the transfer case was over two years ago, and the part only has one year of warranty, we are not responsible for the tow or any other repairs.
  We advised the customer that if we did diagnose that the transfer case as bad again, we would be happy to call the manufacturer again to see if we can get any type of Goodwill out-of-warranty assistance, but there is no guarantee that Toyota would participate on the repair given the age and mileage of the vehicle.

  There will not be a free repair, reimbursement, nor paying a third party to perform the repair.

  Customer Answer

  Date: 03/22/2025

   
  Complaint: 23093400
  
  I am rejecting this response because:
  
  Sincerely,
  
  Valentine Ryzhichenko

• Initial Complaint

  Date:01/31/2025

  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.

  Please explain your complaint in detail:I was showed a 2025 bz4x. The suv was in ******** and the estimated arrival was ********. The business was offering 0% interest until ******** and 2500 incentive rebate. I signed paperwork for this car and was waiting for its arrival. I was looking at their website looking at the exact car we were buying and it did not say sale pending. But a bz4x same color was coming in on ******** after the 0% financing offer expired on ********. I called them and said you have the wrong car attached to my name on their website. **** *** one of the managers switched the car back to the one coming in on the 23rd. If I did not notice the switch online, I may have lost the 0% financing because the other car wasn't arriving to the lot until ********. The other suv was less expensive than the one we were purchasing. JERRIK and **** said it was an honest mistake and it was not it was done on purpose so they could sell to me the less expensive one coming in on the 7th and after the 0% interest expired and *** our sales man said that we could not get the 2500 toyota incentive he said that we were double dipping and he said 1600 was an exception that he could offer. But the website said both offers were available for qualified buyers. Credit score 793 we were very qualified. We came in to purchase the vehicle on ******** and we signed the paperwork fir the vehicle, but they did not give copies to us fir what we signed for. My son sat in the vehicle getting help from *** the salesman to hook his phone up to the car. They did not complete a walkaround looking for defects and *** had my son saying they did a complete walkaround and that their was no defects. My son trusted him and signed. But my son did not buy the car my mother was cosigner fir me. 2 days later my son opened the right side back door and noticed 2 chips in the paint above the door handle. THE only two people who opened that door was the guy who took off the stickers because

  Business Response

  Date: 01/31/2025

  Although the vehicle was inspected at the time of delivery and signed as having no damage by the customer, we had the chips filled at no cost to the customer.  As a gesture of good will, we also provided the customer with apparel, merchandise and the matching paint pen for the vehicle at no cost.  During the process, the customer was offered multiple times to rescind the sale.  All were refused and the option is no longer being offered.

  The customer got both 0% and the $2500 incentives.  

  Customer Answer

  Date: 02/02/2025

   
  Complaint: 22881574
  
  I am rejecting this response because: I did not sign paperwork that there were no defects. I never did a walkaround. *** the salesman had my son sign the form when helping him with hooking up the phone in the fark outside the building. It was not legal he did not purchase the suv. Originally they sold us one suv coming from ******** arrival 01/23/2025 and switched it to one coming in on. 02/07/2025 which would have been too late for the 0% financing which ends 02/03/2025. They tried to fix the two chips but the fix was unexceptabe you could still see the chips. The tall autobody/salesman said that he would have to paint the whole door. ***** and the door needs to be painted. The car came in around 9am we picked it up at 5pm. They new it had chips that why they did not do a walkaround check for defects with me the person who bought the car. My son did not purchase the vehicle. He legally cannot sign for any of this and he is disabled. and *** should not of had him sign for it. ****** said that he would order a pen for me and it would be there in a week. Why would he order a pen if they fixed it. Why would they try to fix it if I signed for no defects. I would like to know when I am getting the plates for the vehicle also. They did not respond to my call today. They did a bait and switch also and are known for that in several reviews. The only two people that touched that door was the service tech who took off the new car stickers and said that their car wash was broken but he would wipe it down. And my son when he opened the door for the first time. They did not prep it after it was delivered to the lot that day. I want proof that I signed the paperwork that there were no defects on the car. They ruined the sale by switching the vehicle we were going to buy, I caught the switch before they sold the car that we originally signed for. The never gave us copies of what we originally signed. It was a pre-sale. I just want what is fair. They are horrible salesmen and the shirts and jacket was supposed to make up for the stress caused by them switching the car and I have proof from **** printscreen of change in their computer system and emails saying it was switched back to the car coming in on 01/23/2025. I paid extra for service contract that is only valid at there location. Hopefully they will still honor that.

   

  My mother and I bought the car for my son because he is ill and we wanted him to feel better, that's all we can do for him. They ruined that happiness.

  I complained to the attorney generals office also about the bait and switch. ****** kept saying they would take the car back but I would have to get another. They did not offer to back out of the sale. I would not do that to my son his health is not good. Just want what is fair...

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

• Initial Complaint

  Date:08/26/2024

  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.

  I bought a 2022 Toyota 4Runner in Dec 2022 from Toyota of Tacoma with a warranty. In June 2024, I traded in my 4Runner for a Sienna at Toyota of Burien. I was informed I was owed money back from the warranty. I filled out the necessary warranty paperwork to cancel it with Toyota of tacoma. I followed up with 4 emails and 4 phone calls over the last two weeks (from 8/26) and they have been unresponsive.

  Business Response

  Date: 08/28/2024

  With help from the customer, we were able to obtain the document which was holding up the final processing of his refund.  The customer provided a copy of his pay-off letter from the vehicle's lienholder.  We have processed his refund and want to thank him for his assistance.

• Initial Complaint

  Date:07/15/2024

  Type:Order 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.

  This dealer is advertising for cars they do not have in stock. ******** in new car sales states a buyer can pay a $500 refundable deposit on cars not in stock. Buyers are required to visit the dealership to pay the deposit and see the paperwork in person. When I arrived, I was shown a form stating the deposit was nonrefundable. ******** contradicted what she said on the phone and agreed the paperwork stated nonrefundable. However, ******** insisted the money would be refunded if I did not like the car. This was a direct contradiction to the contract which clearly states deposits are nonrefundable. This is deceptive and dishonest.

  Customer Answer

  Date: 07/19/2024

  Hi, 
  I filed this complaint against Toyota of Tacoma.
  This complaint has been resolved.
  There is no need for follow up.
  Thanks.
  
  ***********************
  

  
  

• Initial Complaint

  Date:07/06/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 vehicle cost is 59K after taxes, we purchased a Zurich Shield warranty (optional) for $1500 and were supposed to receive $500 off the price for a Military discount. A few weeks later before making the first payment, we discovered that the total loan amount was nearly $75K financing it for 7 years. Almost $14K was added to the vehicle price as warranties we never wanted or knew about, not even mentioned price-wise in any recorded conversations. We trusted the finance person due to our military background and professional courtesy. Not only our loan was hardly approved by only one banking institution due to the maximum coated price of 76K by the Toyota finance staff person not telling us that and misleading us that we were trying to buy a Toyota Grand Highlander 2024 with $53K MSRP. In addition, we were tired of sitting there for 6 + hours waiting for him to write a contract and make phone calls for final approval still not mentioning any price and numbers. We wanted to protect the vehicle interior and exterior since we have a baby and inquired about an optional Zurich Shield that we had agreed to be $1500.00 additional of the price Thinking $54.5K total was already too much for us. The Toyota finance people refused to cancel all of the unknown warranty charges as we asked and let us pay for the vehicle price. Toyota dealership, refunded half of the amount in warranty cancelations. 3K are added to Zurich shield protection that they are refusing to refund as the original agreed-upon price was $1500, We were charged $4553.00 instead of $1500 as we agreed during video recorded session in the finance office of Toyota dealership on May 17th.2024. Toyota finance people are telling me that they will review the video conversation and will let us know about the decision for the situation. That has not happened yet. Neither our credit charged for 76K, the interest rate of almost 9%, nor our monthly payment will change. Thanks to Toyota finance employee *********************.

  Business Response

  Date: 07/31/2024

  The transaction was video recorded and customer was aware of coverages that they bought. 
  
  They made multiple appointments to get protection products applied to their vehicle.
  
  We canceled the vsc and prepaid maintenance. They wanted to keep the ************** We also explained that they could not cancel the products that were already applied to their vehicle. The Zurich Windshield and Zurich Shield Premier were already applied to the vehicle. 

  Customer Answer

  Date: 08/01/2024

  Attachment shows what finance ******************* prepare as package for us from ****** Shield coverage and charges unnotarized amount of $4644.  This package does not exist and Zurich Shield will not cover any of the listed warranty protection that finance ****** from Toyota promised us. Also you can see the amount of the bundle that Zurich Shield offers on the document and ****** added as total around $1200. That was what we agree up on and we ware thinking that Zurich Shield will cost us. Instead he charged us $4644 and never ask for permission or approval for that amount. All of the contract papers and documents ware presented to us by him as a stack of papers that we have to sign on the bottom portion and we can do it quickly since it was around 10 pm long after business hours. Zurich shield refuses to refund the amount overcharged around $3400 to be fair.

  After we discovered that Zurich Shield warranty is nothing but a big scam for costumers design to steel their money in some sort of legal way "Non Refundable and No cancelation", by simply filing a claim trough the Zurich Shield app that ****** the finance guy from Toyota told us during the sale. It was nothing but a powder residue on the hood that did happen not even to damage the paint, but when we summited to ****** Shield it was cancelled the next day buy them. I called and ask why they simply said that they dont cover any paint damage at all, only tree sap and water droplets. We dont even have trees around our house why would be purchasing a warranty for that? Regardless that ************************ and costumer service are very well aware of the entire situation they refused to refund us or cancel the warranty that does not even exist and it was simple lie, made up, so they can collect money. 

  I dont understand how can you take so much moony from a costumer for a service or warranty that simply does not exist and no consciences or even attempt to apologize or explain the clear mistake (rubbery) that you have committed.  No one from ****** Shield or Toyota of Tacoma ever return or calls , reply to any of our complains or try to meet us and go over the paperwork's as their costumer service has been promising when the issue was discovered.  Zurich Shield email me a copy of our policy that we never seen before or had signed at the time of the sale and assured us that is what we have as coverage (nothing) for $4644. The product again applied to our vehicle is water based solution that was lightly wiped with a soft cloth during WA state rainy day and that is why they can not refund us or cancel the fake promised  warranty that does not exist.  

  How would you feel if that happened to you?

  I am on a fixed income receiving social security disability I have a 18 month old doughtier and me and my fianc simply needed a good car for our family. I am paying $1200 for a car that cost 59K and we was charged more than 74K without our permission or knowledge. Even doe in the overaged amount is in the form of warranties, those warranties are fortified, not valid or honored by the the parties (Zurich Shield and Toyota of Tacoma in this case). It is against Federal - FTC CARS Rule  and WA state WAC` is that simple.

  "The ************************** (FTC) Combating Auto Retail Scams (CARS) Rule aims to increase transparency and honesty in the car buying process. The rule prohibits dealers from making misrepresentations about important information, such as price and cost, and from charging for add-ons that don't benefit consumers. The rule also requires dealers to get consumers' informed consent before charging them for anything."

   Complaint: 21949047

  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3-20-2024 I had a scheduled meeting with a salesperson at Larsons Toyota in Tacoma to look at incoming Rav4 models and potentially put a down payment on one. Her name is ****. When I arrived, she was busy with another customer. After a ********* wait, a different salesperson interceded and began asking me questions. I told him I was there to look through the incoming Rav4s to maybe put a down payment on one. Several problems arose. First, I have Myalgic Encephalomeyelitis. I am partially disabled from it and can only work part time at most. So, I am unable to sustain my physical and cognitive well-being when exposed to stressful situations. This experience put me into a severe crash that lasted days and impacted my daily function for much longer. After looking at my car to assess trade-in value, they wouldnt give me my keys back. I never saw them again. When I asked, I was met with a dismissive gesture and told they were secure. During the arduous back and forth, I tried multiple times to explain that my illness was causing me to be sick and needed to go home. Every single time he talked over the top of me and ignored everything I said. Since they had my keys, I couldnt just get up and leave. I told him I did not want to buy a car unless I could get the payment under $500 so I needed to wait until my wife got some money from her parents estate. Everything I told him went on deaf ears and he just kept talking over me until I was just too exhausted to think. ME causes severe cognitive problems when I have these attacks. I knew it was getting bad and my wife was at home preparing to go back to ******** for her mothers memorial service and I wanted to get back home for her as well. When I informed the salesperson I needed to leave, I was met with we are almost done, or we will get you out of here soon. At no time would they listen to me. At no time did anyone explain to me the details of what I was paying, even when I asked. The financial services person put a tablet in front of me and read off a bunch of services and when I asked him if the cost on a specific item, he literally shushed me and told me to let him finish. I was so exhausted at this point I would have signed a confession statement to get my keys and be able to leave. It wasnt until two days later when I was able to sit up and read that I saw one of those items that supposedly protect my windshield was $1000.00! I told them repeatedly I didnt make enough money to qualify for the loan but they literally ignored me and kept saying they would, help me out. I only make $16,000 a year working part time. They suggested they could send someone to my home to get my wife to sign papers (without me) and I told them she would be very angry as she was preparing to go to a memorial service for her mother. They then tried to convince me to let them drive me to my home to convince my wife to sign the loan. At no time were they willing to let me be unattended. They had me sequestered. It was one of the most surreal experiences I have ever had. Eventually they just settled on putting my name on the loan without my wife but told me to include her income. That was there doing, not mine. I was so sick after this I could barely get out of bed for the next four days and my only caretaker was in ********. I tried to work this out with the dealership when I was well enough to return. I spoke with a manager named **** who said he would make things right. At the meeting he agreed to remove all those extraneous charges. However, when we met with the finance person who put this together, he flat out refused. That meeting felt like an ambush. The manager just sat there and never said a word while the finance person got all aggressive with me. I didnt have the strength to argue with him so I just left at this point as it was obvious they werent going to do anything to remedy their behavior and I didnt want to exacerbate my illness further. They showed me a video of our appointment and I asked for a copy. I texted **** and asked for a copy of that video but they have no intention of giving me a copy. My wife was livid for what they put me through and using her information the way they did. She never would have agreed to that loan and she would never have allowed me to get that ill. I dont know if anything can be done, but this behavior felt very predatory and should be criminal. I cant believe the lengths people go through and the harm they are willing to cause for their commission. I was told by **** that he could refund $5200 off the cost of the loan for items I was not properly informed on costs but the loan person refused.

• Initial Complaint

  Date:10/13/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and i went to ****** Auto to buy a car for our 16 year old we financed a 2017 kia ****** from car sales man *********************** and the fuse cover inside car was missing he made a note and called the company to get this part. He informed us that the part would be in on monday around August 8th . i spoke to **** who told me part was back ordered and would be in mail buy the 9th of september no part showed up so i sent him a text telling him i was going to report this and he told me dont threaten him and gave me his managers number whos name is **** so i sent him a text and got zero response from manager so thinking he gave me a fake number please help hold them accountable..

  Business Response

  Date: 10/25/2023

  We are sorry for the delay in getting the customer connected with the correct staff and getting their issue addressed.  We were trying to address it at the wrong dealership.  We have now connected them with the General Manager at ******************** and are addressing the concerns.  We want to thank them for their patience and understanding.

  Customer Answer

  Date: 10/25/2023

  I got a call from **** the manager and he told me he was not aware of this issue and is ordering the part as of yesterday so hopefully all will be resolved 

• Initial Complaint

  Date:09/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Tuesday, September 9th 2023 I bought a lifted Tacoma from Toyota of Tacoma. Overall I was really happy with the process. They tried really hard to make the deal happen. As I was going through the finance process I was be explained all the certain add on and benefits. One was the ****** Difference Warranty. In that warranty to includes a 5 day exchange. I was told that the vehicle I was purchasing qualified for all parts of the ****** Difference as long as I did not raise the truck any higher. Following leaving the dealership I started to notice the highway something on the truck did not feel right. When hitting speeds close to 60 mile an hour it sounded the like the car was roaring and the steering will shakes slightly. I hard time telling at what it was because it was dark at night driving home. The next day I soon figured out something was very wrong with the vehicle. I drove a lofted truck before and this not how a lifted truck should feel. Not only does the vehicle feel awful at normal highway speeds. When you hit a pot hole or divot in the road the steering wheel cranks to one side almost launching the vehicle. As soon as I noticed this by the next morning I called and text *********** and finances person. They then referred me to *** the Sales Manager. I again explained the issues to *** and over the phone and he told and explained to me about the exchange. He said the vehicle has to be the same value or higher and I should come in on Saturday 9/16 to see what we can do. Implying that exchange would happen.I then go to the Dealership where *** is no where to be found but the other sale manager is there. I tell him I am here to exchange a vehicle because it feels and drives unsafe. He instantly replies not happening. Tells me the vehicle is lifted so no. Overall it felt like a trap/scheme I was told over the phone and implied toward that I could exchange a vehicle felt was unsafe. However I was lied to and deceived.

  Business Response

  Date: 09/20/2023

  The customer purchased a pre-owned 2020 which does not qualify for 5 day exchange since it is Lifted.   He knows he purchased a SEMA Show truck.  That said, we have the customer scheduled for a service appointment on Saturday.

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last year in February of 2022, we (my Wife and I) purchased a 2016 Toyota Corolla from ****** Toyota in Tacoma, WA. Since we purchased from the dealership, we were also able to get a 5 year, pre-owned service plan with the vehicles. The plan was good and worked really well for all of last year while we were still in Washington. The plan came with oil changes, tire rotation, and a full vehicle inspection whenever scheduled, so we loved it. This year, March of 2023, we moved to ****************, **. Everything was fine, we got nice and settled after unpacking and started working in our new state. Time passed and June came, and our time for another Toyota service came. I took the car the ****** Toyota of ****************, the service and inspection went nice and came time to close the service out. As I was receiving back my car keys, I was told I'm going to be charged around $150 for the service. I was pretty confused, but they explained it well that my Service Plan was only for the Toyota in Tacoma, WA; since it was a different dealership they offer their own plans and services. I paid for the service, thanked them and left. The next business day I called Toyota to try and get in touch with them, and get my plan cancelled. It took over 25 different calls and transfers to even get a hold of someone who could help. Half of the calls made were transferred to a dead end or the employee would just hang up on me. By the time I got ahold of someone I could tell in his voice, he didn't want to help. He sent the files attached, told me to fill out and send the cancellation documents back and he'll process it as soon as he recieved them. I did just that and sent the documents back the next business day. I asked for a confirmation that it was received and was given no response for over a month now. It's also been super hard to even get a call to go through now, feeling they are ignoring my calls. I just want the plan canceled and this problem solved. Thanks for your time.

  Business Response

  Date: 08/15/2023

  The cancellation of the customer's pre-paid maintenance coverage was processed in mid-July.  The refund went to the legal owner of the vehicle (lienholder).  The customer was thinking they would get the refund directly and was not aware their cancellation had already been processed.

  After speaking with them today, they requested to cancel another coverage.  We are working on that with them now as well.

  Customer Answer

  Date: 08/15/2023

  I'm currently not 100% satisfied nor did I think I'd get the refund directly. I can't agree with their response and the current problem is not 100% fixed. My problem was with the lack of communication from the dealership itself (****** Toyota of Tacoma) and with my billing. I can't say that this problem is solved, and won't be able to select either option (satisfied or unsatisfied) until my problem is fixed entirely for my assurance that this problem will be solved. I do applaud the current efforts from ********************, he's been helping since my BBB complaint was received, but this is not a solved issue yet. Thank you.

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Toyota of Tacoma, a ****** *********** charged us for an additional "protection package" dealer added options:Automask Bra, Pulse preload, Pulse wrap, z sheild premier, security guard- to a total of $5,696.00. These services/items were never performed/received. It has been 2 months since I purchased the new vehicle outright. I am requesting an immediate refund of $5,696.00 dollars to be settled amicable before I take legal action.

  Business Response

  Date: 05/08/2023

  There will be no refund. Services have not been performed as the customer has refused to bring in the vehicle for installation after we have made multiple requests.  See the attachment clearly stating the items in question cannot be cancelled bearing the customer's signature.  

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 20015291
  
  I am rejecting this response because I have the timeline of calls saved regarding how long it took to call me to set up the services, I was called only once after I had shared I wanted a refund. After the long wait to be called, I investigated other complaints on various platforms online to discover multiple negative review that indicated that the services, coatings, damaged the vehicle. I also found other complaints stating that the package had been forced on customers as necessary to negating the piece and I realized that had also happened to me. I had time to research all of this because it took over a month for someone to contact me. I paid over the msrp, I received a low-ball on the trade-in and then I was robbed of an additional ******** for items not provided. I was told by one associate that a manager would call me and they never did. I reached out to the salesman and he not answer the refund issue. There is evidence that customers who did not have this package fulfilled received refunds and evidence that those who participated in the services, had vehicles ruined. ****** should not push to sell these extra services when they are not ready to provide them in a speedy and reliable way. This is not merchandise that was ordered for me, that causes them a loss. This is a large sum of money that was taken for fabricated silly extras, and is as so many have pointed out, a manipulative tactic and Toyota of Tacoma needs to be called out for it, and return this money. This is horrendous customer service. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/11/2023

  Our position remains the same.