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:07/17/2025

  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.

  service (or lack thereof) performed, and confirmation of the coolant bypass valve replacement under CSP 24TE04. I also seek assurance that future service at your dealership will be handled with greater transparency and accuracy.Please contact me at, ************ or email *********************** to address this issue. I have attached the text message received as evidence of the notification.Sincerely,***** *****

  Business Response

  Date: 07/21/2025

  The work was performed for Mr. ***** at no charge since it was a CSP (Customer Support Program) covered by **********************.  Mr. ***** was spoken to by ********** ******, Service Director in depth about the work performed under the CSP.  We feel as a company it would be better for Mr. ***** to use any other Toyota Dealership because we do not feel like we can meet his expectations.  This was the first time he ever used our ****************** and we are saddened that he felt he had to reach out to the Better Business Bureau using our ******************.

  Customer Answer

  Date: 07/21/2025

  Attached is a before and after picture of the part that Bill Penney Toyota claims they changed. Do they look the same or is it me? The only thing that changed is that my AC now makes a noise that was not there before. They even used my anti freeze to fill the reservoir. I agreed to pay the $185 for the diagnostic, the fee they adamantly said I had to pay which the diagnostic was never performed, and they were supposed to refund me the money if indeed it was the Cooling bypass valve. I WOULD LOVE TO SEE PROOF OF THE diagnostic for my car,. They NOW admit to it being in need of replacement of the recalled cooling bypass valve, which Toyota paid for. They acted very disrespectful and misleading by lying about the check engine light. I just want the job to be done correctly and for the noise with the *** that began after I dropped it off at Bill Penney, to be gone. 

• Initial Complaint

  Date:06/30/2025

  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 received service on my Toyota Tundra and I was told I would possibly have issues regarding my battery soon. I went ahead and opted for the lifetime battery as well as tires and other services for the day. I purchased this in 11/2024. Today I was stranded 7 months pregnant with a five year old only to find out my battery was bad. Looking at this battery I found it was not replaced and I was charged parts and labor. I verified the battery I was allegedly given did not match the battery in my tundra. It is completely unacceptable to be charged for a service and to have never received it. I purchased the battery to ensure i would not end stranded and inconvenienced and that is exactly what happened.

  Business Response

  Date: 06/30/2025

  Mr. ******* brought his vehicle to us today.  We failed to replace the battery in the Tundra at the time of service in November of 2024.  We apologized and replaced the battery today and also issued a refund for customer Satisfaction.

• Initial Complaint

  Date:03/31/2025

  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.

  I called Bill Penney toyota. They told me they had the connector I needed in stock. Gave me a price, I came ALL the 35 miles to bill Penney and they overcharged me AND gave me the wrong part. Now they do not the correct part and expect me to pay the overprice again. Ridiculous

  Business Response

  Date: 04/01/2025

  Ms. ******* called our dealership and gave a part number to **** ******.  He checked to make sure we had the part number she requested.    The customer picked up the part requested and paid Toyota list price.
  The same day the Geckles returned stating that the part number they gave us was incorrect.   They had inserted wires into the part and *** Denmark could not remove those wires so the part could be returned and refunded.  He explained when they could get those wires removed we would exchange or refund the amount that they paid.
  Toyota will not accept used parts if we try to return.  Therefore, they will have to remove anything they attached to the part.  We attempted to help them with this and could not remove the wires installed.  The part needs to be returned in the state in which it was sold.

• Initial Complaint

  Date:01/28/2025

  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 used 4-runner from Bill Penney Toyota back in June of 2024. There was a small scratch on the driver side and passenger side. I was told by the salesman that they would take care of those scratches with their body shop. He called the body shop manager to confirm that but was told it would be August before he could get to it. I called the body shop in August and was told the manager would need to call me. He never did despite multiple calls to the shop. I followed up with the salesman (****** I believe was his name) and ****** gave me the body shop manager phone number. I called and he still never called me back. A couple of months went by and I followed up with the salesman again. He told me that was up to the body shop as it had been "months" since I bought the vehicle. I informed him at that time, I would be in the market for a Tundra in about a year and it was this type of broken promises that would cause me NOT to be a future customer. He replied via email saying he would look into it and to this date I still have 2 scratches on my 4-runner that I was told would be taken care of.

  Business Response

  Date: 01/28/2025

  We are sorry about the miscommunication.  It looks like it was previously set up for the end of June to repair.  I understand that we are going to reach out to take care of this for you.

  Customer Answer

  Date: 01/29/2025

   
  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:10/08/2024

  Type:Product 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.

  In 2023 I had a $1k deposit on a Toyota GRC. The dealer said it was a non refundable deposit, no problem. As time went on I came across a deal on the a ****** and I was allowed to pick my color, options, etc. something Toyota could not provide at the time. The ****** also had an arrival date again, something Toyota could not provide. I spoke with my dealer and the manager to attempt to get my refund. They declined but told me if I didnt want to wait for the car that I could just use the deposit for service, parts, accessories and tell the *** at the time I have a credit on hand. Fast forward to this past Friday October 4. My wife called to say she got a nail in her tire on the way to work. She works across from Bill Penney at *****************************. I told her hold on, and I called Bill Penney to check a size tire availability and installation to get her in since it was an emergency. Once the service *** asked did I need **** ***** toyota or ********** I said should be Toyota my credit to buy is with them but the car is an Acura. This led to a number of follow up questions. I explained I have confirmation from the manager and emails that I can use my credit on anything because they prefer not to refund. I was told they dont think thats correct and started looking for a manager to confirm but could not find one. After waiting on hold awhile they took my number to have the manager call me back. I said ok, but please my wife needs to get her tire taken care of. I told her to get to work if she can and Ill get it taken care of when ** calls me. Waited all morning no call, all afternoon no call . I then took care of my wifes car at a local shop buying a new tire and install. I now would like ** to reconsider returning my $1k refund if they can find it in their hearts. I needed to use it and couldnt and no one reached back out to me. I fear this will be a routine when I need something again and want to use it. I provide a screen shot of one of the emails

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22388145
  
  I am rejecting this response just to mention to Mr. *********** the credit should also include **************** with service and parts according to the email information I have. So that can be documented and prevent further issue when I use the credit. Thanks
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 10/11/2024

  The Credit can be used for Parts, Service or Accessories.  

  Customer Answer

  Date: 10/11/2024

   
  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.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:07/30/2024

  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.

  Purchased new 2024 ********** on June 27, 2024. Once home on day of sale, noticed rear driver side seat stitching was coming apart. Contacted sales rep. ********************* and told him that I would be able to bring vehicle back on June 29, 2024. On June 29, ********************* took me to the service writer ************************** and open a warranty Repair Order #******. I never receive any communication since that day. I returned to the ****************** on July 22, 2024, and spoke with Service manager ********************************* and we both went to my vehicle and verified the stitching issue.**************** told me he would set up an appointment with "************************* Auto Accessories" to have it repaired and/or he would replace the seat. **************** wrote down my contact information and told me he would let me know when. The next communication I received was on Friday July 26, 2024, through an email with a closed-out repair order. I have tried to reach out to the service department with no luck. I would like this repair started and completed.

  Business Response

  Date: 07/31/2024

  *********************, Service Director spoke with ****************** this morning.  There is no local interior shop that could restitch the seats.  He ordered a replacement seat cover this morning and will contact him when it arrives for installation.  He also apologized for the delay in replying to him.

  Customer Answer

  Date: 08/01/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/09/2024

  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.

  It started with getting a phone call saying that someone else was looking at the vehicle and I needed to put the deposit down NOW. Anyways, I did. We were traveling to purchase this vehicle from out of state and I didnt want to lose the vehicle. When we got there to sign the paperwork, again with no mention of existing damage to the car, we get into ************************* office and he tries selling us on all of the auto warranties and we continuously tell him no thanks. After saying no thanks to the last warranty (tire and rim) he then says what if I can get it at no cost to you. After telling him no for the last 10 minutes we say fine, if its free we will take it. Once everything done and go to the parking lot to get our car. We go to play with the power liftgate, and noticed that someone had backed into something and messed the back up. Again, no one at the dealership mentioned this damage to us NOT ONCE. If Im paying 40k$ for a USED vehicle it needs to be in PERFECT condition, or I wouldnt have purchased it. Plain and simple.Not only that but got to looking at our paperwork again, and ************************* DID end up charging us for the warranty, but since he didnt change our monthly payment he considered that free. Smh.I wont be happy with dealership until they repair the pre existing damage that 10 of their people failed to mention and send me a check to get it fixed, OR reprice the vehicle to include the damage and send me a check to put towards the loan for the difference.ALSO they say you have 20 days to get your car titled before you acquire a fee and We have still been unable to title and tag our vehicle because the dealership still hasnt sent our paperwork to our local clerks office two weeks later. ***************************** did cancel the tire warranty after telling us that it would be free.

  Business Response

  Date: 07/10/2024

  There isn't a Preowned Vehicle that is in perfect condition and that is the reason we give our customer's the opportunity to take the vehicle for inspection by a third party.  We also have them review the Auto Check and sign off on it.  If we don't know about the damage we would not be able to tell the customer.  ********************* has sent the title paperwork to the appropriate office for registration.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21960370
  
  I am rejecting this response because: There was someone who noticed the damage and didnt say a word. Too many people handled the vehicle. Also the price of the vehicle does not reflect the damage.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/15/2024

  As the buyer, we give you every opportunity to check the vehicle over or take the vehicle to get a second opinion.  It is the Customer's responsibility before you take possession to ask any questions.  No verbal agreements are honored and all issues will be notated on your due bill.  We are sorry you feel this way but we take every measure to help every customer during the buying process.  

• Initial Complaint

  Date:06/24/2024

  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.

  On Saturday (6/15/24) I took my vehicle in for a simple oil change only to find when I got home and looked in my driveway to find the vehicle pouring oil out. I returned the vehicle to Bill Penney and what was suppose to be an easy fix was not. I contacted *************************** (Service Advisor) later that evening and left a voice message stating the vehicle still had a leak. As of today I have not been contacted by him. Also I spoke with **** (Service Manager) that Saturday and told him about the oil change and my driveway has oil stains and wanted them remove. He gave me some granular oil absorbent which I used. He stated Bill Penney's ************** would be contacting me on Monday (6/17/24). Bill Penney Service did not come by on Monday. On Tuesday (6/18/24) I was contacted by ************************* (**** Service Manager) asking about my experience with the service and I explained to her the situation in an email. She stated in an email she was sorry about my experience. However, Wednesday (June 19th) Bill Penney ************** came by and tried to clean my driveway but was unsuccessful. ******** and **** were the ones from Bill Penney ************** who came to the house. They stated they would let **** know they were unable to clean the driveway. They took pictures and sent them to him. As of Friday (June 21st) I have not heard from anyone concerning the leak or cleaning my driveway.

  Business Response

  Date: 06/24/2024

  We will be happy to send a check to the customer for $111.77.  The check will be mailed to the customer's address this week.  

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21883075
  
  I am rejecting this response because I still have an oil leak and my driveway still has oil stains.  Those are the two major issues that have to be resolved.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/26/2024

  The check requested was mailed on 06/25/2024.  **************** has an appointment to meet with *********************, our Service Director on Friday to discuss leak and to make arrangements to clean driveway.

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21883075
  
  I am rejecting this response because Bill Penney was not able to clean my driveway.  I accept the refund and they checked the vehicle Friday, June 28th and I have not seen any leaks.  Once the driveway is cleaned I will be fully satisfied.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/22/2024

  Type:Sales and Advertising 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 2024 ********** ECL Cross. the reason I buy this car is because the salesperson told me that the car has reverse automatic braking. That was what I asked and he went and asked. After I purchased the car, I found out it did not have this feature.

  Business Response

  Date: 04/25/2024

  The 2024 ********** ECL Cross was purchased on 02/20/24. ***************************** inspected the vehicle and signed that all the features,controls and technology were explained to her upon delivery.  Also she signed the delivery confirmation that no items were owed to her along with the purchaser acknowledging that she understood that there no waivers or modifications shall be valid unless written or attached to her agreement and any representations or promises or statements.
  She came back to us after a month stating that the salesman told her that this option was there.  That is why we go over the pre delivery and final delivery before she took possession. She had signed off on the technology before leaving with her new vehicle.  We do not honor verbal agreements.   In order to have a vehicle with this option she would have to purchase a vehicle that was substantially more.  She declined to trade the vehicle and spend more for it.
  We still stand by our offer to assist in trading her into another vehicle.

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21609491
  
  I am rejecting this response because a statement made in it was not accurate. I contacted **** Penney ********** after two weeks when I realized there was no Rear Collision Warning (***) being activated when there were objects behind us when reversing. There was not a clear way to realize this sooner as the *** would only be activated when there was possibility of a collision so it is not something that would be noticeably missing until necessary. Thankfully it did not take an actual collision occurring for to discover it was not present. I then contacted the person who sold it to me to see if it was just not activated and they told me to come in so that it could be looked at. I actually brought it in that day and then was told I needed to speak to a manager so that the issue of the missing function could be resolved. At this time I thought an innocent mistake had been made and that the company would do the right thing and resolve it.

  I made an appointment with my daughter to come and assist me since english is not my first language. We showed up to the appointment on time and after waiting for thirty minutes then we were told that the manager was not there and that we would have to come back. We agreed to come back a few days later and my daughter was not feeling well so she brought her partner along with her. At this time we met with Mr. ************************* who proceeded to accuse us of "ganging up" on him after taking us to an office. ************** also accused us of taking too long to bring the car in and of getting "cold feet". I tried to explain that I had tried to bring the car in multiple times, but ************** would not let me finish a sentence before cutting me off. When my daughter tried to explain to ************** that she had also spoken to the salesperson and that the salesperson had asked a manager with her on the phone if the car had *** and she heard the manager confirm that it did and that was why we trusted that the car had the features promised. ************** then quickly said he didn't know anything about it and that he had been on vacation that day. Unfortunately, we believe that the responsibility of this mistake is being shoved onto the salesperson when in fact a manager did confirm that the car had the features it did not. 

  We originally were hoping we could find a reasonable solution with Bill Penney ********** which was why we were willing to wait to meet with them and also why we did not file with the BBB sooner. Unfortunately, after meeting with ************** and after him telling us that it was "not his responsibility" and that he was "taking time off from his job" to do this we realized it was clear that they were unwilling to discuss anything with us further. 

   

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

  Business Response

  Date: 05/08/2024

  We are more than willing to work within reasonable expectations and that would be working with accessories or trading the vehicle.  All of these conversations were after you took possession of the vehicle.  Please let us know how we can assist you in either one of these options..

  Business Response

  Date: 06/04/2024

  We can add the Blind Spot and Rear Cross Traffic Alert to her vehicle.  The retail price is $1200 and we would discount it to $700.00.  Reverse Automatic Braking would require her to trade into a different model and cannot be added. As we offered before, we would be happy to trade her into another vehicle.

  Customer Answer

  Date: 06/05/2024

   
  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.  Even though they're sales person and managers mistake, I will pay $700 to have blindside alert to the back and front. Thank you for helping me.

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

• Initial Complaint

  Date:03/27/2024

  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 just got new pads and rotors turned on all four wheels of my Rav4 at Bill Penney ************** this morning (03/25/2024). I had a coupon from a email from BPSC for brakes and rotor turned for $219.95. I called BPSC to make an appointment and asked the person making the appointment if the coupon covered all FOUR wheels. That person confirm it was for all four wheels. I made my appointment for 7:15 AM Monday morning. I arrived and was in line at 6:45 AM. The service center rep was shown the coupon and proceeded to write up the work order. He did not asked any questions concerning the coupon. I did say that I wanted all four wheels done. He quickly placed the work order in front of me and pointed to places to initial and sign while he quickly said something about what was to be done. I initialed and signed work order. Around 11:30 AM I got the car back and found I was billed double the coupon price. The customer rep said the price was per axle and I signed the work order. I told him that the person making my appointment said that it covered all four wheels. He blew me off. I then asked to talk to the service center head. He was not available, but I did talk to the service center supervisor. The service rep talked to her before she talked to me. There was know resolution with the charges. She did say she or someone did review the recorded call when I made the appointment. She did say that it was not made clear to me that the coupon applied to each axle only and that the coupon was not clear. She, also, mentioned that I did sign the work order. Later that day the service center head called after I filed a complaint on ***********.com. He just talked with no resolution of my issue. The coupon was deceptively worded. It did not say it applied to each axle. The price is NO Bargain for per axle brake job. I would like to be billed only for the value of the coupon $219.95.

  Business Response

  Date: 04/01/2024

  We are reaching out to Mr. ************ We will be issuing refund once we speak with him.

  Customer Answer

  Date: 04/01/2024

   
  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.
  
  Sincerely,
  
  *******************