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:05/20/2024

  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 Toyota of Poway regarding a significant issue that occurred following a routine maintenance service on my vehicle.On April 5th, I brought my car to Toyota of Poway for routine maintenance, which included tire rotation. At that time, all seemed to be in order. However, on May 14th, I discovered that the wheel lock nut on my front left tire was missing. This is an extremely serious issue, as it compromises the safety of my vehicle.I promptly returned to Toyota of Poway to request a replacement wheel lock nut. The front desk service personnel refused to acknowledge any mistake and only provided me with a standard nut. They insisted that to replace the wheel lock nut, I would need to purchase an entire set, rather than just the missing nut. Additionally, when I asked to speak with a manager, I was told that none were available.This lack of accountability and poor customer service is unacceptable. The missing wheel lock nut could have led to catastrophic consequences, especially if my tire were to come off while driving at high speeds on the highway. Such negligence is inexcusable and indicates a serious lapse in their service standards.I am seeking assistance in ensuring that Toyota of Poway provides a new wheel lock nut immediately and takes responsibility for their oversight. I also request that steps be taken to prevent such issues from occurring in the future.Thank you for your attention to this matter. I look forward to your support in resolving this issue.

  

  Business Response

  Date: 05/23/2024

  It appears    that  we  provided   the customer a  new lug nut the following day  .  If there is anything else  needed   . needs  please  contact    me at   ************  

• Initial Complaint

  Date:03/22/2024

  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 went into Toyota Poway to have them fix an issue with my trunk, I was told by the manager ****** that there was no issue with my trunk. I went to a Toyota ******** center where they found the issue and when I tried to use my warranty to get this fixed I found out that Toyota Poway cashed in on my warranty claiming they fixed the issue. I have spoke to the manager at the dealership and even had Toyota corporate call and they are not crediting back my warranty. When I keep trying to contact Toyota Poway they keep saying it was credited even though I am showing them proof it hasn't been. Even the corporate office is seeing they haven't credited back my warranty. This issue has been going on for a month now with no resolution.

  

  Business Response

  Date: 03/22/2024

  3/22/2024    1100 AM    this was  called in this morning   and  assured that the credit  back    to this account    and   we have  been told    that the other dealership can call in a new claim effective immediately   .   we never did the work that was authorized as the part went on a  back order  situation   

• Initial Complaint

  Date:03/13/2024

  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.

  We have taken our vehicles to this dealership for many years so when deciding to purchase a new car we wanted to purchase from them. At first, we spoke to an associate who told us that in order to find the type of new car we wanted we had to pay a $500.00 finder's fee. We did not pay this. Instead, we searched for a vehicle ourselves. This associate also told us that the ****** discount had ended at their dealership, which we had planned on using. When we found out this was not true, we returned, and we spoke to a different associate. We explained the car type and color we wanted. We also explained that we DID NOT WANT any accessories with the exception of a weather package up grade, which was factory installed. We did not want any other added accessories and MADE THIS ******* CLEAR. We received a call and were told that a car had been located and emailed the detailed sheet and price to us.We are in our seventies and had not bought a new car in over *********************************************************************** the late afternoon. After that they sent us to the finance office. Never did anyone tell us that the cost of the car, at this point, included accessories that WE DID NOT WANT. Instead , it stated OPTIONAL! We were not given an opportunity to read the countless papers that we needed to sign. By this time it was 7:00 p.m. We discovered this the next day. TWO of the accessories THAT WE WERE CHARGED FOR had not been installed! We want a refund for those items including the tax we were charged! THEY ALSO INSTALLED AN ALARM SYSTEM WHICH WE DID NOT WANT. It was installed, but not by the factory, /we have supporting documents if needed.

  

  Business Response

  Date: 03/20/2024

  As soon as finding out customer did not want the not installed dealer optional accessories we proceeded to cut a refund check authorized on 3/14. Also scheduled to meet with customer in person on 3/15. Met with customer on 3/15 to listen and address concerns. Apologized to customer for their experience. Offered the value of the security system which customer agreed with. Customer also wanted to know when carpet cargo mat would be available. We had ordered but it was on a backorder with no eta. Offered all weather cargo liner which at first customer declined however called back to accept and gave to customer on 3/16. Customer had questions about bluetooth and radio setup with car. Proceeded to help setup phone to the car. Offered to fill customer car with tank of gas as a thank you for coming in to meet in person. Customer declined due to already full tank. Addressed customers concerns with no pending actions as of this time. 

  Customer Answer

  Date: 03/20/2024

  
  Better Business Bureau:
  
  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 wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****/*********************
  
   
  

• Initial Complaint

  Date:05/14/2023

  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.

  I had my brakes done by this company and was in the first week. The brakes were making really loud screeching noises. I called and left messages on more than three occasions. I left messages with the manager. I have never heard back. When I did talk to the sales person, they said that they were not under warranty anymore although they were within a couple months. Thats why I went further and tried to leave messages with the managers who have never contacted me regarding this issue. They put the wrong brakes which is crazy because I got the car at the Toyota dealership. It is a Toyota car. They should know what brakes to put. If you hear the brakes it sounds like Im in need of new brakes, but it is because they did not use the synthetic brakes. I did have the brakes checked by another company who said that the brakes are in fine shape, but make a lot of noise and that I should contact where I got them. That is where this all started.

  

  Business Response

  Date: 05/19/2023

  Vehicle   is coming in Saturday  May  20 for  a brake inspection  and  recheck of the  brake work completed  

• Initial Complaint

  Date:11/29/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Toyota-Certified used vehicle in July. The fabric is full of cigarette *****. I knowingly bought it in this condition; my issue is that when I examined the certification checklist, I noticed the following items:***. "Interior leather, vinyl, plastic, carpet and fabric surfaces are free of holes, rips, tears, excessive wear or fading";***. "No evidence of previous improper interior repairs".These items were checked off as "meets standards" even with burn holes on almost every fabric surface inside the car. If I had known the damage was explicitly listed as a disqualifier for the certification, I would have asked them to fix it before the purchase.The dealership made an attempt to fix the damage post-purchase, but the damage is still visible (invalidating item #***) and I was informed it won't be as strong as the *** fabric (invalidating item #***, "excessive wear")I like the car and all the staff were friendly, I just don't think it's okay for the certification to have been glossed over like this. At worst it's a breach of contract, and at best it's a mistake by the dealership that will cost me thousands of dollars to fix.

  

  Business Response

  Date: 12/26/2022

  according   to the used car manager and general sales manager --all parties are working to  get this  corrected  or ahve already got most of these  repaired  ..Please let us know if there is more details  that need to be added  

  Customer Answer

  Date: 12/26/2022

  
  Better Business Bureau:
  
  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 wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:10/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I am making this complaint on behalf of my mother , *************. She took in our **** Toyota Highlander for a routine oil change. She was misled by the team at Toyota of Poway and made to pay and extra $510 for an A/C repair that was never officially diagnosed. Overall, the cost of the visit was $1800. I have reason to believe that they were not forthright and took advantage of her in this situation.I took the same vehicle to ******* of ********* afterwards, where they diagnosed the issue and made the A/C system functional again for $349. I have attached documentation of the response and invoices below. We are requesting that the $510 be refunded, and are prepared to take the issue directly to Toyota to inform them how their franchisees are driving away loyal customers of their brand.

  

  Business Response

  Date: 11/02/2022

  We do not see anything reported on car fax     

  .Please forward  an  actual  repair order    to Toyota of Poway for review of your claim   

  Thank you  

• Initial Complaint

  Date:09/02/2022

  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 July 21 & 22, 2022, I took my car to Toyota of Poway for ********************** Later, I discovered a dent near the right, front passenger door. The pattern of the dent is very unique and looks as though a mechanics cart or equipment made contact with my car. On Aug. 10, 2022, Toyota of Poway attempted to repair the dent but there is still a portion that is unfixed. I have spoken with ******* at Toyota of Poway a few times, she promised to discuss this with the manager & would call me back, but I have not heard from her or the manager. I attempted a half-dozen more times, but ******* or the manager will not return my calls. This is the ********* my car has had & I would like it fully repaired.

  

  Business Response

  Date: 02/09/2023

  ********************* came in   yesterday  and we looked at her car and  had the dent repair    re work the dent  . he also corrected the plastic fender inner liner  .

  She may come in in a few weeks to have  a small  4 inch section scuffed and  paint

  Customer is happy with our service now   

  Customer Answer

  Date: 02/09/2023

  Im rejecting Toyotas comments because the repair work has not been completed. I have an appointment on Feb. 23, 10 am, for the repair of the wrinkled dent, approx. 3x4, to be sanded and repainted. 

  

  Business Response

  Date: 02/09/2023

  she is coming in on Feb23  for  the work to be completed.....We are helping her and she is happy with our  service  

  Customer Answer

  Date: 02/23/2023

  Unfortunately, due to surgery a week ago, I had to reschedule my appointment to March 2nd as Im still on pain pills. It is illegal to drive while taking painkillers due to dizziness. Thank you!