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:07/18/2025

  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 service package from Toyota Hayward on January 20th, 2025 for 5 pre paid maintenance services. Subsequently, sold my 2022 Toyota RAV4 to Toyota Hayward on April 30th, 2025. I asked about a refund on that day and was told to check back in a couple of weeks for the refund. Almost 3 months later, despite a multitude of emails and phone calls, NO ONE has called me back before today and NO ONE can figure out how to refund my money. I am requesting $220.

  Business Response

  Date: 07/21/2025

  We are currently reviewing this matter. We will respond within ***** business hours.

• Initial Complaint

  Date:06/17/2025

  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.

  On April 22, 2025, I purchased a new Toyota 4Runner from Autonation Toyota Hayward and traded in my 2019 Chevrolet Camaro as part of the purchase. According to my signed Retail Installment Sale Contract, the dealership agreed to pay off the remaining Camaro loan balance directly with my lender, **************************** (****).California Vehicle Code ******* requires dealerships to pay off trade-ins within 21 days. As of today, more than a month has passed, and my previous loan remains unpaid. Because of this, I have received multiple payment demands and threats of repossession from ****, along with two late payments already reported on my credit report.I have contacted the dealership multiple times by phone, email, and in person. They have refused to provide any proof of payoff and only gave me a Release of Liability, which does not resolve the loan balance with my lender.I have also contacted **** multiple times, but they are still demanding monthly payments of nearly $1,000 for a car I no longer own. This is causing financial hardship and damage to my credit.Due to the dealerships breach of contract and failure to comply with California law, I no longer wish to do business with them and want the following resolution:Immediate written proof that the Camaro loan has been paid in full, including the date, amount, and method of payment.Full payment of any remaining balance if not yet paid.A refund for the Appearance Protection product I purchased with the 4Runner, as I no longer trust this dealership.Confirmation that the dealership will take all necessary steps to correct any negative impact on my credit caused by this issue.Desired Resolution:1. Immediate payoff confirmation 2. Refund for Appearance Protection 3. Written confirmation of credit correction 4. Full resolution within 5 business days

  Business Response

  Date: 06/27/2025

  Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

  Thank you. 

• Initial Complaint

  Date:10/30/2024

  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.

  I BOUGHT A NEW 2025 TOYOTA CAMRY LE FROM AUTONATION HAYWARD. THE ***** BUMPER HAVE BIG SCRATCH THEY NEVER MENTIONED ME THAT . I NOTICED THAT NEXT MORNING. THEY KNEW THAT. NOW NO BODY IS TAKING RESPONSIBILITY

  Business Response

  Date: 11/08/2024

  Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

  Thank you. 

• Initial Complaint

  Date:10/07/2024

  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.

  Complaint taken in dictation by BBB rep ** 10/07/24 For the past month in a half we took it in to the dealer, the light for seatbelt and airbag keeps coming on. We took it in and they said it needs to get repaired because its a safety issue. So we brought it in again the second time and they fixed it but charged me $200. Then the third time it came back on and they said they needed to replace the harness and it would cost $2,600 and they would not even provide a rental, so they lowered the cost. They said I need to get it fixed and they gave me all the old parts. Then the lights still came back on and the problem is there. I called them and let them know this problem is still going on and they said a manager will call me back and have not received no callback. I am almost into 4 grand with this car.

  Business Response

  Date: 10/17/2024

  Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

  Thank you. 

  Customer Answer

  Date: 10/19/2024

   
  Complaint: 22390289
  
  I am rejecting this response because it is not a resolution or offer to solve the problem. It is just saying they will look into it and get back to me. I took my car to them 3 different times because the problem never got fixed. The dealer advised us that we needed to have this repaired at the dealer because it was a safety issue. We believed and trusted them and continued to take it back. The seatbelt and airbag light continued to come on after each service appointment. The third time they serviced the vehicle, I picked it up on September 19th when they had replaced the airbag harness and charged us $2042. This is after already spending $1250 on the first appointment when they thought it was a seatbelt issue and the second appointment where they didn't do any service because they said the light needed to be on when we dropped it off.  After picking it up on September 19th, both lights came back on again on September 21st. I called the dealer several times with no return call, and finally spoke to the service person on October 2nd when I requested to speak to a manager. He told me they would get back to me. I still have not recieved any communication from them since that call on October 2nd. I have spent a total of $3292 and my vehicle is not repaired. My wife primarily drives this vehicle and expresses every day her anxiety and fear that the airbag may go off at any point while she is driving. Outside of direct payments to the dealer for all three service visits, my wife and I have had to spend money on rideshare trips when dropping off or picking up the vehicles for appointments, we have had to close our offices of employment or cancel meetings to take the vehicle immediately when the lights have gone on to make sure we get it to the dealer. This is loss of income as we have spent hours of time on the phone and traveling back and forth during our working hours and have had to account for that time to our employers. Since September 21st, the seatbelt and airbag lights have come back on on the following dates: September 25th, 27th, 28th, October 8th, 9th, 10th, 11th, 15th, and 16th. I have photos of the lights from these dates. On the last two dates, the lights came on each time my wife drove the car that day (more than twice a day), where the other instances the lights would come on only once, and only after driving the car for about 20 minutes. The most recent instances the lights come on sooner, after only driving a few minutes, or immediately after starting the car. This indicates to me that the problem is becoming more urgent and our safety and the safety of our passengers is in jeopardy. 

  I have attached a photo example from this week. 

  At this point, I do not trust the Hayward Toyota team to resolve the issue and would like to request a refund so that I can take the vehicle elsewhere.

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

  Business Response

  Date: 10/28/2024

  The customer is scheduled to bring in their vehicle today, Oct. 25 for further diagnosis. 

  Thank you. 

• Initial Complaint

  Date:09/20/2024

  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.

  I am ******** *** ,On 9/18/2024, I reached an agreement with dealer AutoNation Toyota Hayward (***** ****** General Manager ************) to buy Toyota Seqouia Sr5 for $69,888. On the morning of 9/19/2024, I asked the dealer by email whether I could use the auto loan I applied for personally to pay for the purchase of the car, and told him that my application for a $66,000 auto loan from ********************** with an interest rate of 4.49 had been pre-approved. After repeated confirmation with the dealer, the dealer agreed that I could use the bank's check for payment, and asked me to prepare the check and insurance so that I could pick up the car on the same day. I got the check from ********************** at noon on 9/19/2024, bought the auto insurance, and bought a flight ticket from *********** to ************* at 3:58 pm that day. I sent the flight information to the dealer, and they arranged to pick me up at 6 pm. On 9/19/2024, At 7:30 pm, the dealer took me to the store and an manager in a white T-shirt came. He s name *** ,He refused to use bank checks and asked me to apply for financing with an interest rate of up to 7.99 before I could pick up the car and this was my only option. Of course, I refused him. If you don't allow me to use the check of bank , you should tell me before I board the plane instead of telling me at the store. After several unsuccessful communications, it was already 9pm when they got off work. He asked me to leave by myself. I had to book the last flight of the day to go home. I got home at 2am the next day.I was serious about making a deal, take flight from LA to *************, and look what you did to me The dealer's reversal of his words was a fraudulent act, and I filed a claim for compensation. 1. Car loan fee $30 2. Meals and travel expenses $35.58+$287.47+$43.98=$367.03 3. Insurance premium $230.18 4. Lost wages $606X2=$1212 5. $1,200 in punitive damages for dealer dishonesty Total $3039.21

  Business Response

  Date: 09/30/2024

  Thank you for bringing this concern to our attention. The management team has arranged for the vehicle to be delivered to the customer. 

  Thank you. 

• Initial Complaint

  Date:06/14/2024

  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.

  When I took my 4Runner in for an oil change and to find out why the "check" light and the "Trac" light was on, on my instrument panel the Service person, ********* told me that it would cost me $250 to diagnose the problem not including any work that might have to be done so I declined. Then he lowered the price to $180 and I declined again and thought that was odd. I was wondering what is the true price for a diagnostic test and is there was some kind of a scam here.So after I got home I called Autonation to see if I could find out the correct price and the female that answerd the service phone told me the diagnostic cost is $200 for a 4Runner. It seems to me that ********* was hoping that I was stupid enough to pay $250. Is there a conflict of interest here?

  Business Response

  Date: 06/25/2024

  Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

  Thank you. 

• Initial Complaint

  Date:05/09/2024

  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 April.6.2024, I went in for a service visit. After the initial inspection, the service advisor, ***************************, had me sign a document explaining the service to be performed. I saw the quoted price of $114.96 but did not think that is what I would be paying out-of-pocket because I bought a shiny pre-paid service plan. I signed the document without hesitation, only to be told to pay up when I picked up my car. Confused, I asked for an explanation. She initially said ToyotaCare only covers up to ****** miles and she is not able to honor the last instance of the plan because I had an extra oil change. I called in the following weeks, THREE TIMES, only to be told to wait for ***** to call back and resolve to issue. She NEVER did. I went in today in person asking her about it. She explained that the ****** miles service visit covers tire rotation but does NOT cover oil change because an oil change is not due at ****** miles. I used to change engine oil and filter myself, so I was under the impression engine oil gets changed every ***** miles instead of every ****** miles. My previous service advisors also never baited me into signing the quote knowing my service plan would NOT cover the cost, instead, ***** (who also work at the same branch) explained any extra cost CLEARLY and called to make sure I understand before consenting. From this point on, I will have to double-check with any Toyota service advisor, so I do not consent to any unnecessary service not covered by my plan. This is not a minor inconvenience but an example of one bad apple ruining the bunch. The ToyotaCare ************ plan I bought suddenly looks like a bait-and-switch scam. As far as resolution is concerned, I already paid for the extra oil change, and I do not seek to get that money back because I was raised to pay for goods and services I enjoy. Instead, I demand an explanation for the unprofessional conduct and the hard sell strategy used at the service department.

  Business Response

  Date: 05/17/2024

  Thank you for bringing this concern to our attention. The management team contacted the customer to discuss their concerns. They then contacted the warranty provider to ensure their warranty status was corrected to Active. The management team will be refunding the cost of services paid for by the customer stemming from this matter. 

  Thank you. 

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21690479
  
  I am rejecting this response because:

  My main demand was not met.  AutoNation apologized for the incident and offered to refund the cost of the oil change but did not provide any explanation as why this happened in the first place and how to prevent it from happening in the future.  Furthermore, I still havent received the promised refund four days after the last message.  To avoid opening another complaint, please address the issues mentioned above.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/14/2024

  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.

  I called on 4-9-24 to get my truck diagnostic test I bought the truck there with platinum coverage they told me the diagnostic test was not going to cost me so I drove 2 1/2 hours to Auto nation Hayward I got there they took the truck after a hour and a half or two hours they informed me that my battery was bad and if wanted them to install a new one which I felt was very expensive so I told them I was running too close to my start time from work so the lady at the service desk told me they had to end the inspection also that there was signs of Rodent under the hood that most likely damage to the wires and the coverage doesnt cover Rodent damage and gave me a bill of $560 dollars and had to pay it to get my truck back nothing was fixed also no parts. I took it to a shop near where I live and they told me no rodent damage I replaced the battery and they added two fuses and the truck was fixed So they lied about rodent damage and im feel in need to contact Better Business Bureau or Civil attorney because im out $560 dollars that should have been a free inspection I am very unhappy because I drove a far distance nothing got fixed and im out large amount of money

  Business Response

  Date: 04/19/2024

  Thank you for bringing this concern to our attention. The management team have contacted the customer and agreed to refund them as requested. We sincerely apologize for any inconvenience. 

  Thank you.

• Initial Complaint

  Date:03/28/2024

  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.

  I am writing to file a formal complaint against Automation Hayward Toyota regarding multiple unresolved issues with a car purchase made on August 18, 2023. Despite assurances of a reliable vehicle with no need for repairs, I have encountered persistent problems with the car since the purchase date.First and foremost, the car was sold to me under the premise of being in excellent condition, with no history of repairs required. However, within a short period after the purchase, I experienced several issues requiring frequent dealership visits for repairs. Specifically, the problems I encountered include:* Car Windshield: The car's windshield has been consistently problematic, requiring multiple repairs that have inconvenienced me and compromised my safety on the road.* Rear A/C Vent: The rear A/C vent in the car has malfunctioned repeatedly, causing discomfort for passengers and affecting the overall functionality of the vehicle.* Second Key: Despite assurances that a second key would be provided with the purchase, they made it for me after many days, which has caused inconvenience and security concerns.Furthermore, I would like to address discrepancies in the documentation related to the purchase. The dealership filed a tax form 8300 with the **** stating that I paid over $10,000 for the car. However, I only paid $9,000 in cash and an additional $12,000 in cash, leading to inaccurate reporting and potential legal implications.Additionally, I must express my dissatisfaction with the customer service provided by ******************************************************************. During my numerous visits to address these issues, I have encountered unhelpful and dismissive employees who failed to resolve my concerns promptly. Each visit has resulted in lengthy wait times and a lack of proper assistance, further exacerbating my frustration and inconvenience.As a consumer, I believe I am *********** fair treatment, accurate representation of products, and satisfactory resolution of issues encountered post-purchase. However, the actions and negligence of Automation Hayward Toyota have failed to meet these expectations, leading to significant inconvenience, financial burden, and dissatisfaction.I respectfully request that the ********** ********** of ******** Affairs investigate this matter thoroughly and take appropriate action to address these concerns. I also seek a resolution in compensation for the inconvenience and financial losses incurred due to the dealership's actions.Thank you for your attention to this matter. I look forward to a prompt and satisfactory resolution.??As mentioned in my initial complaint, I emphasize the discrepancy in the tax form 8300 filed by the dealership with the **** The form incorrectly states that I paid over $10,000 for the vehicle, whereas the actual amount was $9,000 in cash. I urge the you to intervene and ensure that the dealership promptly corrects this misinformation with the ****??In addition to addressing the tax form issue, I seek further resolution from AutoNation Hayward Toyota. Due to the ongoing problems with the vehicle, compounded by the dealership's failure to provide satisfactory customer service, I no longer wish to maintain a relationship with the dealership. Therefore, I request that the dealership accept the car's return and reimburse me for the fair ****** Blue Book (KBB) private party price.Furthermore, I am *********** compensation for the inconvenience, frustration, and financial losses I have experienced due to the dealership's actions. The multiple visits to address recurring issues with the car and the lack of timely and effective resolution have caused significant trouble and stress. Therefore, I am seeking compensation from the dealership to account for these troubles faced by their negligence.??I appreciate the you attention to this matter and trust that appropriate action will be taken to address these concerns and ensure a fair resolution.I look forward to a prompt response and resolution to this matter.

  Business Response

  Date: 04/05/2024

  Thank you for bringing this concern to our attention. The case is still under review. We will provide a response within ***** business hours.

  Thank you. 

• Initial Complaint

  Date:01/17/2024

  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.

  AutoNation Toyota Hayward and their staff are refusing to meet the terms of the warranty on my car. I purchased my 2021 Toyota Corolla at AutoNation Toyota Hayward in August 2020 and paid $2985 for an extended warranty good for 96 months. On 11/29/23 my car started displaying several warnings and had to be towed to the dealership for repairs. Over the past 6 weeks the dealership has failed to uphold the warranty and has stopped responding to me completely. I brought my car to the dealership for diagnostics on 11/30/23. Theyve had my car since then, and stopped returning my calls in mid-December. My car was there for a week before they identified the *** as the problem. They told me that the part was unavailable and would ***********-8 weeks to order. I called regularly for updates, but after 12/12/23, both the service representative, ***, and the service manager, ******, stopped returning my calls. I could not get in touch with either of them by leaving a message with another representative or leaving a voicemail. Between 12/12 12/28, I made 8 calls that were not returned. I had no way to find out the status of my car; I couldn't speak with *** or ******. I didn't know if the parts had been ordered, how much time was left until they arrived, or if the repairs were underway. On 1/2/24 I went to the dealership in person with a family member. We spoke directly with ******, the service manager, who assured us that the parts would arrive in 5-6 days. He gave his business card with his phone number and email. On 1/11 we tried to reach him but he hasn't replied to our email as of 1/16/24. My car has been at the dealership for 6 weeks and I cant speak with the representative handing my case or the service manager by phone or email. When I tried to contact the general manager, I was directed back to ****** which was ineffective. My work requires transportation and the dealership did not provide a loaner car or rental during the diagnostics or while waiting for the part.

  Business Response

  Date: 01/23/2024

  Thank you for bringing this concern to our attention. We sincerely apologize that the customer experience was less than satisfactory. All repairs have been completed under warranty and the customer picked up the vehicle on January 20, 2024.

  Thank you. 

  Customer Answer

  Date: 01/25/2024

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