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:04/26/2025

  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.

  On February 27, 2025, I brought my vehicle in for a scheduled service at Toyota Stevens creek and reported a strange noise while driving. The service advisor confirmed that the transmission was faulty and would need to be replaced. Fortunately, the vehicle was still under warranty, and I was informed Toyota would handle the replacement.However, what has followed has been an extremely frustrating experience. At first, the dealership was unable to provide me with a loaner vehicle, forcing me to rent a car at my own expense for eight days. When they finally did provide a loaner, it was a Toyota Corolla, which is not comparable in size or utility to my Highlander. This has severely impacted my daily life, especially in terms of transporting my children and carpooling with other *********** has now been close to two months and every time I reach out for an update, Im told the technician hasnt even started working on my car. My last follow-up was on April 22, 2025, and still, there is no clear timeline for completion.

  Business Response

  Date: 05/16/2025

  Thank you for your continued patience. We understand how frustrating this experience has been for you, and we sincerely apologize for the inconvenience it has caused.
  
  We understand that you have since been working directly with the service manager, who is actively coordinating with Toyota to address your concerns and expedite the necessary repairs. In the meantime, you have been accommodated with a different rental vehicle, and we recognize the importance of ensuring your transportation needs are met during this time.
  
  We truly appreciate your understanding and will continue to monitor the situation closely to ensure it is resolved as quickly as possible.

  Customer Answer

  Date: 05/25/2025

   
  Complaint: 23246117
  

  I am rejecting this response because:
  The loaner vehicle provideda Toyota Corolladoes not compare in size, functionality, or value to my Toyota Highlander. As a result, I am unable to transport my kids, their essential items, or participate in carpooling, which has significantly disrupted my daily responsibilities. Furthermore, I have not received any estimated time of completion or meaningful updates regarding the repair. My vehicle has been in the service centers possession since February 27th, which is an unreasonably long period without resolution or proper communication.
  
  
  I am also requesting a detailed invoice or report outlining the steps that have been taken so far, any troubleshooting performed, and what we are currently waiting on to complete the repair. This level of transparency is the least I expect after such an extended delay.
  
  
  Sincerely,
  *****
  
  

  Business Response

  Date: 07/03/2025

  The repair delay is due to a manufacturer issue and is not related to any delay on the dealerships part. We are working directly with Toyota and following all factory repair protocols.
  The rental vehicle has been upgraded to better accommodate the customer.
  We understand the frustration; however, there is nothing more we can provide or do at this time beyond what is already in progress under Toyotas guidelines.

• Initial Complaint

  Date:03/14/2025

  Type:Order 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.

  Dealer breached the contract by falling to correct form IB-***** resulting in the rejection of my tax return. The dealers is also refusing to assist with the Inflation Reduction Act ************ I purchased the car Toyota Mirai full cell was on 04-11-2024 I qualified for the *********************** Program because the Dealer sent incorrect form with wrong purchase date as 02-18-2025, My tax return was rejected. Contract of the car is attached and the incorrect form is *************** needs amend it

  Business Response

  Date: 03/24/2025

  Hello, I apologize for the inconvenience this may have caused, and please know that our dealership takes these cases seriously and will do whatever we can to rectify this issue. Members of our business are currently working with the *** and should have solutions and/or answers for you. I'm also being told that members of our dealership have contacted you and are working with you to get this resolved. Please feel free to contact us immediately if this is not getting resolved.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23046317
  
  I am rejecting this response because, even though the dealer gave me a check for $1,500, I told them I was losing money from my tax refund credit. Additionally, I paid $289 in taxes, and my tax return was rejected. I explained that I had lost $3,789 and that they should give me $4,000. However, the dealer told me to either take the $1,500 or take them to court.
  Because I don't have the money to pay for an attorney, I accepted the check for $1,500, losing $2,280money that I really needed.

  My contract stated that I bought the car on April 11, 2024 and not in 2025 as the document they generate this last February 18, 2025.P

  My concern is that this alteration in the contract may cause further financial damage in my future payments. This is the reason I am rejecting the responseI am afraid of what could happen in the future if they are breaching the terms of the contract. that is the reason that they need to correct the form. When I spoke with the ***, the *** explain to me that the dealer needs to communicate with them to do the corrections.

  sincerely,

   **** **********

  Business Response

  Date: 04/18/2025

  We understand your concerns and appreciate you bringing them to our attention. However, we want to clarify that everything has been completed correctly on our end based on the terms of the original agreement and all documentation provided.
  
  We acknowledge that you accepted the $1,500 check as a resolution, and by doing so, the matter was considered settled. We are not in a position to offer further compensation.
  
  Regarding the date on the document generated in February 2025, please note that this does not change the original purchase date of April 11, 2024, as stated in your signed contract. We have no indication that this will impact your future tax filings or payments. If the *** requires any documentation or clarification, they will need to reach out to us directly, or we are happy to respond if you or your tax preparer provide a formal request.
  
  If you continue to have concerns, we encourage you to consult with the appropriate legal or tax professionals. At this point, all appropriate actions have been taken on our end.
  
  

• Initial Complaint

  Date:03/10/2025

  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.

  In November me and my pregnant girlfriend bought a car from stevens creek Toyota in ************. In the beginning of March the transmission completely went out. They sold us a LEMON CAR. They are refusing to do anything about it. Wont fix the problem, wont take the car back, wont give us our deposit back, wont get us into a new car at a discounted price. NOTHING. We got this car for a reliable family car. Now we have a 3 month old baby with no way of getting to work or doctor appointments. No funds to fix this extremely expensive problem that has our car in totaled status. We should have known something wasnt right about this transaction as soon the brakes went out the SAME WEEK we got it. I dont recommend anyone going to this location. Drive over the hill to the ************************************* instead where they actually care about their customers and their well being. I want a refund to take my business to ************************************* or at the very least a replacement in a car that will truly be reliable for my family.

  Business Response

  Date: 03/11/2025

  I truly understand how frustrating and stressful this situation must be, especially with a newborn and the need for reliable transportation. I want to assure you that we take your concerns seriously and would like to work with you toward a resolution.
  After reviewing your purchase details, I can confirm that your extended warranty covers the transmission issue. Our service advisor, ******* ******, is available to assist you in getting this repair process started. Please reach out to him at ************, and we will do everything we can to support you through this.

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23038120
  
  I am rejecting this response because:

  
  While we are happy Stevens Creek Toyota will help us fix the transmission through the extended warranty. We have been given no *** on when we will get our car back or even when they will BEGIN fixing the car. We cannot afford a daily rental for an unknown amount of time that could be months and months or even longer. That itself could add up to be more expensive than the fix itself!! Weve been offered a discount on a 5 day rental, but how is that going to help us? We feel like there is no priority on fixing our car. We need to know how long this will take and have it done in a timely matter that feels fair and not like we are being brushed off.

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

  Business Response

  Date: 04/18/2025

  We completely understand how frustrating and inconvenient this situation must be, especially without a clear timeline. Unfortunately, were unable to provide rental coverage under these circumstances. However, we want to help as much as we can if a rental vehicle is necessary during this time, wed be happy to offer a reduced rate to help ease the burden.
  
  
  

  Customer Answer

  Date: 04/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Luckily we have already received our car back fixed. Thankful for the speedy repair team. 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:01/14/2025

  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 dropped my car off for routine maintenance and I was told that I had a flat tire on a tire which had a warranty. I was told that the warranty would be used to replace my tire and that I would only have to pay the taxes on the cost of the tire since the warranty was still valid. When I came to retrieve my vehicle, I was charged approximately $80 after being told it would be around $15. Because of the time of day, they were unable to let me speak to my service provider as he had already gone home and nobody was able to show me the tire that they fixed. I dont even know if I believe that my tire actually had a flat at this point and I would like a refund on the entire thing or at the very least a refund on what I was overcharged.

  Business Response

  Date: 01/28/2025

  Hello, It is our understanding that we have created a credit and taken care of the refund for this. Please accept our apologies for the inconvenience.

• Initial Complaint

  Date:02/13/2024

  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 am writing to to express my concerns and to file a claim against Stevens creek Toyota service center regarding a recent transaction that occurred on January 31, 2024, for the amount of $139.99. This transaction is made for the wheel alignment service they performed to my vehicle.My claim revolves around two primary issues: misleading selling practices and lack of transparency regarding the cost of the service.During my visit for a routine maintenance check, I was informed by a representative that a wheel alignment service was "due" soon and was asked if I would like to add this service to my maintenance schedule. This suggestion misled me to believe that the wheel alignment was a necessary part of the recommended maintenance for my vehicle at that time, without clear disclosure that it was an "as-need" service that *** not have been necessary.Additionally, I am concerned about the lack of transparency in pricing during this process. There was no prior clarification regarding the cost. The information was not mentioned at all when I was requested to sign. The first time I was made aware of the charge was when I received a message about the bill, post-service. Although I received an email regarding the service, it was amidst various forms of communication including text message and in-person discussion, during which no one reiterated or emphasized the content of the email. The critical information regarding the nature and cost of the wheel alignment service was therefore overlooked. This oversight highlights a significant gap in the their efforts to ensure that customers are fully informed about services and costs. Effective communication is crucial, especially when it pertains to optional services and their associated costs.Given these issues, I contend that they failed to uphold fair business practices. I request a refund and a written assurance of better practices.

  Business Response

  Date: 02/27/2024

  To whom this may concern, 

  We are deeply committed to our work and strive to clearly communicate all recommended services to each customer. Among these services, wheel alignments are routinely suggested, and we ensure complete transparency throughout the process. The customer was presented with the option for this service and agreed to proceed if deemed necessary, as indicated by their signature on the document. The vehicle underwent alignment to ************ specifications, adhering closely to established guidelines.
  
  Upon completion, the customer received the final invoice, which they duly paid, acknowledging receipt of the service by signing. We stand behind our workmanship, offering a generous 1-year warranty for the provided service. While we do not offer refunds, we guarantee to uphold the quality of our service at Stevens Creek Toyota.

• Initial Complaint

  Date:01/25/2024

  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 took my Tundra into the dealership to have my exhaust system fixed. The exhaust system was then fixed by having the battery replaced. After the battery has been replaced, the side mirrors and the radio system failed to work (radio won't turn on, and the side mirrors cannot be adjusted through the buttons). The invoice also included items that was under their recommendations but it was not approved by me. When I confronted in person, the dealership said they didn't touch anything that would cause the problems because they didn't open up the dashboard that wires the mirrors and the radio. The manager was not there during the holidays but ******* said they would send them an email. We never got any communications from them, so we called for 4 days. No one answered. We took the vehicle home but was very frustrated with the service.

  Business Response

  Date: 02/05/2024

  Hello, 

  The Service Manager has reached out to the customer, providing a detailed explanation of the situation. The customer is now informed and, at present, isn't interested in pursuing the claim any further. Despite a lapse in communication that proved challenging to explain, the son was able to express concerns effectively. Importantly, the son is understanding of the situation and doesn't hold the dealer responsible for the underlying issues. We are unsure if this information provide was shared back to the BBB. If need for more clarification the Service Manager is available to discuss further at ************. 

• Initial Complaint

  Date:01/08/2024

  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 own a 2009 Toyota Highlander hybrid and had been going for servicing to Stevens creek location past couple of years due to being close to my house.Honestly i find them little greedy and are ok but not as good as Fremont Toyota, where i had been working with ******************* a very amazing service rep.Anyways, I took my SUV for service to Stevens creek and as i was getting *** warning on "only" one of the tires. The sales rep *************************** suggested to replace all 4 *** sensors instead of the faulty one for a charge of $1277.10 which i agreed and paid. After i received the vehicle and within 24 hours the *** warning came back. I investigated and found it was the spare tire. So they just moved the bad tyre on the spare. I am now even not sure if they actually installed the new *** sensors at all, as there is no way for me to find it. I called and left them voice message, Sms text message and even spoke to someone there but no one has returned my call. What a scam!!.

  Business Response

  Date: 01/22/2024

  Hello, 

  We regret to hear about the recent service issue you've encountered. Kindly ***** our service manager the chance to address your TPMS concerns. We acknowledge the frustration that such repairs can bring, and we are committed to resolving this matter collaboratively. Please reach out to our service manager, *************************, at ************* for further assistance. Thank you.

• Initial Complaint

  Date:08/25/2023

  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 visited Stevens Creek on 8/14/2023 for Oil Change. I have a coupon for $44.95 they sent to my house. I am a loyal customer in this dealership. I have been using their oil change service ever since I purchased my card in 2012. Every time I go there, the receptionists always honored the coupon I showed them, or they could find na equivalent promotion for me if the coupon date was passed. This time, the receptionist ********************* did not do any effort to find me an equivalent promotion, and use all kinds of excuse to turn down the price of $44.95 they offered in the coupon I received. He was saying that the *** on the coupon was different from my ***. However, they sent the coupon to my home address. I only own 1 Toyota, it is very obvious some error happened to their end, not at my end. He used this as an excuse not to honor the coupon. Besides that. I had waited onsite for more than 2.5 hours just for oil change. I then went to ask receptionist, and then he told me my care have been ready. I have very bad experience on 8/14/2023, and very furious about the bait and switch they played on me. I would like to see Stevens Creek Toyota to adjust the billing and honor future coupons I receive and correct the error at their side not having a correct *** on my record.

  Business Response

  Date: 09/06/2023

  Dear *****************,
  
  I hope this message finds you well. First and foremost, we sincerely apologize for the disappointing experience you had during your recent visit to Stevens Creek Toyota on 8/14/2023. We deeply value your loyalty as a long-time customer since 2012, and it is disheartening to hear about the issues you encountered during your oil change appointment.
  
  We understand your frustration regarding the coupon you received for the $44.95 oil change, which we have consistently honored for you in the past. We take full responsibility for the mix-up and any inconvenience it may have caused. Your feedback regarding the receptionist's handling of the situation, specifically *************************, has been duly noted, and we will address this matter internally to ensure it doesn't happen again in the future.
  
  Regarding the issue with the Vehicle Identification Number (VIN) discrepancy, we apologize for any confusion. It appears there may have been an error on our end, and we will promptly correct this in our records to ensure such problems do not recur. Your feedback is invaluable in helping us improve our services and avoid any further misunderstandings.
  
  Furthermore, we deeply regret the extended wait time you experienced on the day of your appointment. We understand how frustrating this can be, and we apologize for not meeting our usual standards of efficiency. We will investigate the cause of this delay and take steps to ensure smoother and more timely service for you in the future.
  
  As a token of our appreciation for your loyalty and to make amends for the inconvenience you faced during your recent visit, we would like to offer you a complimentary oil change service during your next visit. We will also honor any future coupons you receive, as we have always done in the past, without any discrepancies.
  
  Your satisfaction is our top priority, and we are committed to providing you with a much-improved experience during your future visits. Please do not hesitate to reach out to us if you have any additional concerns or require further assistance.
  
  Once again, we apologize for the frustration and inconvenience you experienced, and we look forward to the opportunity to regain your trust and continue serving you as a valued customer.
  
  Sincerely,
  
  *********************
  Parts and Service Director
  Stevens Creek Toyota

• Initial Complaint

  Date:05/05/2023

  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'm a teacher who works hard to ensure students are educated and safe with today's challenges. As an Army Veteran, I'm careful regarding the businesses I spend my money with. I thought Stevens Creek Toyota was that business to install a Catalytic Converter protector - they aren't. I called to make an appointment the young lady took my information, including the service I wanted completed to protect my vehicle. The guy who came out identified himself as the manager; he didn't say that he doesn't like African-American men who have no information regarding the services they're supposed to pay for.I needed to find out about the cost of the shield and the service charge to install the device. I was on time for the 7:30 am appointment and asked why the jerk (supposed) manager, the piece of 'garbage' service representative, didn't know why I was there. He then asked why I was coming in "hot" when I merely stated that I didn't have information on the cost of services as he filled out a form. He was beyond rude and should not be a manager or in any form of customer-facing position. I am happy I didn't buy my car from that dealership, and I would never send a Veteran, teacher, or person of color to Stevens Creek Toyota for anything. You wasted my time and energy - Shame on you and your staff. They are your policies and procedures I followed; figure it out, as you lost the business and an extended warranty contract!

  Business Response

  Date: 11/07/2023

  
  I understand that this response comes at a delay and was mistakenly missed but believe we have addressed the installation and have completed the repair for you. We hope this was completed with your utmost satisfaction. 
  
  Thank you for your understanding, patience, and the opportunity to address this matter. We are committed to regaining your trust and providing you with the exceptional service you deserve in the future.

  Sincerely,

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

  Parts & Service Director

• Initial Complaint

  Date:05/05/2023

  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 dropped my car to repair stolen cathartic converter. I informed advisor that you have insurance approval and provided the the claim and contact information (incl direct email and phone number)After about 10 days I called the insurance agent to find out if they received the request for adjustment from the Toyota Stevens Creek service. I was surprised to learn that they did not.Then I had to 'chase' service representative to move the ball forward. I had make multiple calls to **************** and insurance.Then, with help of appraiser I had call AutoZone to locate part that service did not have on -stock and to arrange the adjustment and eventually locate another service shop that would complete the installation of stolen parts.After loosing the trust that Toyota Stevens Creek are interested in my business, I decided to take my car to another shop When I came to pick up my car I was told to pay fees for 'diagnostic' $270 and storage 150$ a day. Now I am hostage of the Toyota Stevens Creek neglects.

  Business Response

  Date: 11/07/2023

  We sincerely apologize for the delay in responding to your complaint. We want to assure you that the necessary repairs have been completed to the best of our ability and we hope the outcome meets your satisfaction.