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:12/08/2023

  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.

  I purchased a vehicle from them 4/10/23 and immediately after had to get the tires replaced because they were rubbing the inside wheel well. I didn't call and complain about this I was just thankful to have gotten it fixed. Then 8 months later I noticed that there was a vibration when driving on the freeway and when I turned my wheel I could feel something pop. Then one night I pulled into my driveway and all I heard was a loud clunk and it sounded like something fell off from my front end. So I took it to my mechanic to have him look at it because I was nervous about driving it. He called me and told me the news and said I cant give you this vehicle back without fixing it because its not safe!!! According to my mechanic the upper ball joints were not tightened and the nut was three threads away from falling off. Both my control arms at frame were not tightened correctly. This according to him was a HUGE SAFETY ISSUE! I could have gotten in accident when my tire caved in. I drive this vehicle with my children in it daily and drive the freeway I am very thankful I didnt get into an accident. So I called and spoke with *********************** who said because I didnt take it to them and they had no record they wouldnt reimburse me the $178 i paid out of pocket. I am a single mother and thats a lot of money. I am very upset that they wont even admit they sold me an unsafe vehicle and not refund me the money I paid for their failure to do their inspection. Even though I have paperwork stating its their mistake and all they want to do is blame it on Discount Tire, claiming they unscrewed the bolts for the control arm. All I want is my money back for getting the problem fixed!!

• Initial Complaint

  Date:10/14/2023

  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.

  Purchased a vechicle from ************* Toyota on October 4th. Not even 48 hours later car has check engine light and codes. Business stated cant get car in for servicing until the 30th. My mom called and was able to get the car in the next day. The car has been at the dealer since. They dodge our calls, our emails. Passed around to person to person with no resolution. I have no car, am having to pay out of pocket for Ubers to and from work. Today I ubered to the dealership to get my belongs only to find out the car was sent to a different dealership zero communication was made to me. They have zero resolution and zero customer service.

• Initial Complaint

  Date:08/07/2023

  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.

  Auto fraud. Price of vehicle verified by salesman was $36k verified with a $2k dealer discount. My spouse would be registering the vehicle under her business name but was told she needed a cosigner. ******** agreed and filled all paperwork and was told approved to cosign. Was then taken to ************ office(assistant finance director) who then proceeded to tell us it would no longer be registered to my spouse but only cosigner and not under our business name, also down payment needed went from $1k to $5k needed, which we were told the dealer would raise the price on paper and discount to fraud the financing into thinking we had a larger downpayment. However, the price of the vehicle had now changed to $51k due to an $8k reconditioning fee, plus tax, tag, title and doc fees. I am a shop ******* at a small high end dealership doc fees do not cost that much. $36k base price, $5k-$4k down payment , $8k reconditioning=$45k. Total price told was $51k doc fees are not $6k. I believe this would be considered auto fraud. Regardless its horrible business practices and predatory lending practices.

• Initial Complaint

  Date:05/18/2023

  Type:Sales and Advertising 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.

  ***** the salesman has made no effort in refunding me my **** as a reservation on a Toyota Rav 4 that I had no longer wanted due to it not being what I wanted. I just want my refund back and nothing else.

• Initial Complaint

  Date:04/24/2023

  Type:Order 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 4-10-2023.I went to Bell Road Toyota to finalize a purchase of a new vehicle being financed through my bank Navy Federal. I had my promissory note, down payment in the form of a cashiers check and a check for the remaining amount. After waiting 1.5hr to see financing, I was told I would have to do a back up contract in order to take possession of the vehicle. I was told this was policy. I was is a tough spot cause I had been in a car accident that totaled my car causing me to purchase a new car. I had a rental but since I wasn't told of the back up contract being a policy I returned the rental car. So I had to sign the contract even thought I didn't agree with it. I emailed the general manager and the financial director emailed me back saying it was not a Toyota policy but a corporate policy. I asked for the policy where it states I needed to sign a back up contract. Financing director has not provided. I asked that the financial director provide a letter stating that the contract was a back up contract and that it is null and void since I have my financing through my bank. I still have not heard back from dealership.

• Initial Complaint

  Date:02/09/2023

  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.

  On 01/01/2023, I bought a used car from Bell Road Toyota. I came in with my own financing from USAA so all their finance department had to do was submit the correct paperwork to USAA in order for USAA to then release the funds to Bell Road Toyota for the purchase of my car. USAA has called me multiple times stating they have yet to receive the paperwork from the finance department at Bell Road Toyota. I've tried calling Bell Road's finance department only to leave countless voicemails with absolutely ZERO communication in return. I've sent emails, I've sent text messages and still I get no response back from the finance department. It's now been over a month since I've bought my car and USAA just reached out to me yesterday via email stating they've attempted multiple times to reach out to the dealership, however they are unable to get in contact with anyone in regards to dispersing the funds for the purchase of my vehicle. My loan agreement with USAA has not yet been finalized due to the funds not having been released and it is only good for a certain amount of time before it becomes invalid. My mom was a co-signer on my loan and lives out of town and made a lot of sacrifices to co-sign for me and come down here to sign paperwork. If my loan gets cancelled because of Bell Road Toyota's incompetency then I am stuck without a vehicle. As a single mom who works fulltime, this is extremely concerning for me. It shouldn't be this difficult to get in contact with someone at Bell Road Toyota's finance department and it definitely shouldn't be this difficult to get them to do their job.

  Business Response

  Date: 02/10/2023

  From: ********************* <*********************> 
  Sent: Thursday, February 9, 2023 4:35 PM
  To: ***************************** <********************>
  Subject: RE: Fwd:
  
  I talk to someone at usaa and they said that the ******** was not legible so I resent as soon as I got off the phone with them. Did you call them to see if the second set of paperwork was good enough?
  
  
  ****************;| Finance Director | Bell Road Toyota  
   *Off: [602] 671- 7731
  *Email: *********************
  HAVE A GREAT DAY !
  

   

  
  

  Customer Answer

  Date: 02/10/2023

  
  Better Business Bureau:
  
  He actually submitted it the first time with the wrong amount, the second time being illegible and then the third time for the incorrect amount again. I did verify with USAA this morning that on the fourth submission from the dealership they finally received the correct paperwork with the correct amount listed. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:01/23/2023

  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.

  I purchased a vehicle through driveway and *************., Toyota on the online dealership over a month ago. With this purchase I traded in my personal vehicle and it has been over 30 days since my trade-in has been paid off. I have called multiple times and have received no answer, I am asking that someone reach out and the payoff be made as soon as possible

  Business Response

  Date: 01/24/2023

  Hello ******,

  Thank you for bringing this matter to our attention . We appologize for any delays regarding your trade in vehicle being paid off . Our business office is looking into this matter and will reach out to you with an update . 
  Thank you 

• Initial Complaint

  Date:11/21/2022

  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.

  14-NOV-2022 (Monday)Took in to get my car service for an oil change and a tracktion controll recall. Estimated turn around time was suppose to be between 2-4 hours. It was my day off so I went home and was told they would call when it was done. 6 hours have now gone by and no call or any form of communication from the dealership. At this point I called to find out what was going on with my car. The reason they hadn't called was because the technician had damaged my door to the point where it would no longer close on the driver side. Of course now they have to repair the damaged that they caused and that I will be without my car back until Friday. They rented me a car which is what should be done in my opinion. However my car is a SUV and the rental placed told me the dealership only approved a small sedan.18-NOV-2022 (Friday)Today I should get my car back according to what I was told. I gave them a call once I got off work after 4PM. As again there is no comminication from the dealership. Was told that parts did not arrive and the deadline of having my car today was missed. The new deadline for my car will now be Monday because they dont work during the weekend. Now I have to run errans in this small rental car instead of my SUV over the weekend.22-NOV-2022 Again No call and missed deadline. New deadline is now Wednesday. I can not stressed this enough do not go here for service!!!

• Initial Complaint

  Date:11/14/2022

  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.

  I purchased a car from them in June, nearly 6 months later I have not received a current registration. I recently found out that that is because the dealership does not have possession of the title for the vehicle. Essentially, this dealership illegally sold me a vehicle and is doing nothing to right their unethical and illegal behavior.

• Initial Complaint

  Date:11/14/2022

  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.

  I purchased a 2017 Jeep Wrangler Sport Unlimited from Bell Road Toyota. The first day I took the vehicle home the check engine light came on. They had me bring the vehicle back to the dealership. Stating it was because they took an aftermarket alarm off of the car. I got the car back a couple of days later. Driving home the check engine light come back on. This happened over and over for a couple of months taking the car to the dealership and them saying it's fixed and it wasn't. The car is making loud sounds I tell them about it and the check engine light still on. So, in October I attempt to get this resolved again. The dealership sold me a Toyota warranty. They admit they do not have the equipment to diagnose the car, so they source it out to a **** dealership. ***************** is where they took it, ********* says the check engine light was on because of an oil pump hose. I get the vehicle back it's still making the loud noise and running hot. I take it back to ***************** and they say that it needs a thermostat. They want to charge $524.00 to repair a $20.00 part. I have owned this car since June, called the financing company the same week of purchase to see what could be done. They said a trade in which I would lose the $2000.00 deposit I put down on this car if I did. I didn't have another deposit for a trade in. I have not been able to drive this car a full week since purchase. It has been in the service department 8 times and still isn't fixed. My loan is for five years, and I am just at a loss with this vehicle. Bell Road Toyota ignored my call for weeks and would ********** me on hold for a long time with no one coming to the phone. I have called mangers that never responded or returned calls from voice messages I had sent.