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:02/03/2025

  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.

  Date of service: 01/14/2025
  
  I took my car to Thousand Oaks Toyota where I bought it to be repaired. They charged me $1032.72 for the repair saying the part wasn't under warranty. The vehicle has not been repaired. It has the same issue that it had before I took it to Toyota. I would like for them to repair the vehicle like they were supposed to or refund my money for the repair and the warranty. Or I would like them to refund my money for the payments of the vehicle, the warranty, and the charge for the repair that was not done. I would also like to know if this falls under the Lemon Law.

  

  Business Response

  Date: 02/10/2025

  The vehicle came in for diagnosis for overheating and coolant loss. The technician used a camera and found coolant leaking under the exhaust manifold. The technician recommended tear down. The customer approved. Upon tear down, the technician found the oil cooler pipe to be leaking. The customer approved the repairs. After the repairs were completed, we test drove the vehicle and the vehicle was operating normally. However, we did note on the invoice that there may be further repairs needed since the vehicle had overheated.
  
  
  It is the opinion of the dealership that the repairs were needed and performed at a fair price.
  
  
  Bri Wall | Controller | Thousand Oaks Toyota

  Customer Answer

  Date: 02/11/2025

  
  
  
  
  Complaint: 22890566
  
  
  
  I am rejecting this response because:

  That is called a lie in the real world. If you look in comments under,"parts & labor" It clearly states" VEHICLE DID OVER-HEAT" OTHER POSSIBLE DAMAGES CAN ARISE." Normally I would be upset but this is one "I will personally walk into my Congressman's office if the vehicle is not repaired." My Congressman helps Veterans like myself," to deal with liars & cons who don't honor there word!"
  
  
  
  Regards,
  
  
  
  R****** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 02/11/2025

  We provided photos of the leaking pipe to Mr. C*******. There is no question this pipe was leaking and required replacement. We reached out to the service contract provider and the part number that required replacement was not a covered component under the powertrain agreement.

   

  There's a possibility that there's an underlying issue that caused this pipe to start leaking which is why we notated the vehicle overheated and may require further diagnosis or repairs. We'd be happy to do a complimentary inspection to verify the repairs we performed as well as see if we can identify why the vehicle may still be overheating as Mr. C******* is claiming.

  Customer Answer

  Date: 02/11/2025

  
  
  
  
  Complaint: 22890566
  
  
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  
  
  R****** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  I was never sent a picture of anything?" Another lie." To back up, "the service dep fr: Toyota just let my car sit on the lot until I called to check on my car." When they called to tell me the part " wasn't covered ,and it would cost me over $1000.00 "I was told that would solve my overheating issue!" Why would I take my vehicle to someone pay em over $1000.00 and drive away with the same problem?" Your businesses has horrible service is transparent on your reviews ,and you know I'm not the 1st person you've ripped off!" I needed my car" fixed "asap, I am mechanical savvy ," and what your doing is "fraud!" And as a 2 time Veteran," I will use every resource from the White House down to make sure you are accountable!" I have copies of every transaction with you, BBB, towing, and the so called warranty people!" You will be held accountable! What I brought my car in for and wanted fixed was not, "and" you either did nothing to fix it and found something that wasn't on the warranty to change me for." Or you didn't do anything at all and charged me!" I'm going with the 2nd one because when I picked my car up there was dust with no fingerprints like nothing had been touched." You are a prime example of  corporations that think they can keep ripping people of! I will dedicate "all" my time and effort into exposing your company, from having people go to your dealership , "to shut it down!" I will firmiliarize you with OSHA ,on several occasions keep lids on all your chemicals, tools where they belong, etc! I will have you audited, and the health department will be visiting you to make sure you are compliant not once, or twice ," frequently " until my vehicle issue is resolved " like it was supposed to. I am not only a Veteran ," I worked for the Federal Government in the private sector for 10 years. I have supervised, taught, trained and delegated employees and received various awards, and outstanding performance awards. To say the least," I know who to call, what they will look for, and how you will spend more money, lose more customers, and possibly be shut down due to your negligence. I have dealt with O.IG. , OSHA, and many other agencies who make companies like yours follow the rules legally, and expose your illegal dealings! All you have to do ," is your job like you said you would and keep your word!" Until my car is either fixed , retuned and I and I'm  refunded for my payments, and my loan is closed .I will not stop exposing your company for what they are doing. Honesty & integrity are something you should share in your next employee meeting. And don't have undocumented employees.I hope all your employees can be accountable in every area at all times," for years to come." Good luck.

  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:02/03/2025

  Type:Billing 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 January 4th, when purchasing a new vehicle at Thousand Oaks Toyota, myself and representatives from the dealership negotiated and agreed on a final price for the vehicle, including all taxes and fees. G*** ******** (sales rep), Jacob Harry (sales manager), and ***** (the dealership manager) were all aware of the negotiated OTD price for the car.
  
  However, the dealership added around $1000 of extra packages in the contract that we agreed to be excluded from the vehicle. The contract price also did not include a $500 discount off the vehicle's MSRP that the dealership agreed to include, overcharging me by more than $1500 from the agreed upon out the door price.
  
  At the time of purchase and contract signing, I requested an itemized price breakdown of the car before signing the contract and was told I would receive it only after the contract was signed. I was called paranoid for questioning the vehicle's price, despite the finance representative (Mark Ponto) initially drawing up the contract for the incorrect vehicle before I corrected him.
  
  As soon as I realized the error once receiving the first billing statement, I contacted the dealership. They agreed several times, during the initial phone calls with them, that there was a discrepancy and that they would work to resolve it. Since then, I have tried repeatedly to follow up on the resolution with them, but since the last conversation where they promised to resolve the issue (nearly 2 weeks ago) and call back, all of my calls to the dealership have been dropped when I try to contact the managers who were working with me.
  
  I did not sign the contract with consent to the extra package that was included, was not provided a print copy of the price when it was requested before signing the contract, and did not agree to the price without the $500 discount off of MSRP. The dealership has not been transparent or accountable when attempting to resolve the issue between ourselves, and is actively avoiding contact.

  

  Business Response

  Date: 02/10/2025

  A refund will be issued to the guest for the optional surface protection in the amount of $1,089.53. The refund will be sent to the lienholder Toyota Financial Services.

  Customer Answer

  Date: 02/10/2025

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22883986, and find that this resolution is satisfactory to me. I would like to receive written confirmation/a receipt of the refund.
  
  
  Thank you.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased mirror glass from them online and subsequently found that it did not need to be replaced. They approved my return request on 2/27/24, but I have still not received my refund check for $39.22. I contacted them several times to no avail.

  

  Business Response

  Date: 02/18/2025

  We don't show any records of this transaction. We need the original order information. We see the attached shipping label that was provided to send a part back. Could they please provide the tracking number to see if a part was sent and delivered to our address?

   

  We'd be more than happy to refund this amount if we're able to verify the order as well as the return of the goods sold.

   

  Thank you.

  Customer Answer

  Date: 02/19/2025

  
  
  
  
  Complaint: 22723509
  
  
  
  I am rejecting this response because:

  I have attached a photo of the email sent to me by Thousand Oaks Toyota confirming my order.
  
  
  
  Regards,
  
  
  
  M****** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  
  

  

  Business Response

  Date: 02/19/2025

  We completely understand your frustration. Based on the photos a return was started a year ago. We have no record of this order therefore this requires further investigation. Please provide the original order number.

   

  The screenshot provided appears to be a request to return. It doesn't show any tracking number information for us to verify a part was sent to us. Please provide the tracking number so we can verify the part was returned.

   

  We need to first verify the original order. Then, we need to verify a return was completed and the part was received via tracking information.

   

  We have no problem issuing a refund once we can verify both.

   

  Customer Answer

  Date: 02/19/2025

  
  
  
  
  Complaint: 22723509
  
  
  
  I am rejecting this response because:
  
  I have attached a photo of the email Thousand Oaks Toyota sent confirming my order as they requested. If they provide me the email of the person who is handling this matter, I will forward them all of the emails regarding this issue.
  
  Regards,
  
  
  
  M****** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 03/09/2025

  I want to let you know that Thousand Oaks Toyota sent my refund. I would like to thank BBB for helping me have my voice heard. 

• Initial Complaint

  Date:01/23/2024

  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 purchased a car in good faith in writing they would find and replace the missing key to the prius and fix the messed up paint job on the trim. Jordan lied to me on a with permission recorded line the key would be in the mail last wed overnight delivery. This dealership is full of it. If this is not resoloved I will get an estimate here in Santa Barbara to fix the damaged they put in writing they would fix and send the second mysteriously missing a battery key ASAP for all of the above and they time I have had to waste to get what I paid for and they are contractually obligated.

  

  Business Response

  Date: 01/30/2024

  Client was very pleasant with our services all throughtout the day. Client was here all day and night trying to make her decision. Which we all know it does take a few hours to purchase a car. Client had 3 to 4 cars to choose from. Test drove every single vehicle. Finally made a decision around 7pm. Buy that time our service department was close. That's where her extra key was at. We told her that we would mail her the extra key the next day. She received her key  roughly about 3 days later. Client knew that we were going to mail her the key.  As we speak, client has her extra key. Also, spoke to 3 different managers that day. We would love to have Ann Fox once again as a repeat customer. 

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

  Customer Answer

  Date: 01/30/2024

  Complaint: 21184596
  

  
  
  
  I am rejecting this response because:

  they still are contractually obligated to fix the trim. This response is a hoot and a half. I drove two cars took them 3 hrs to produce the key to the one I drove over an hour to see. Went to lunch nearby with a friend. My financial advisor was on the phone when the person trying to sell me a car told me off. He said he spent 8 hrs trying to sell me a car. Same guy asking me invasive personal questions about my money and my home. My Friend Bob told me get out of there. Same as my brother and friend Ken. All of them on speaker. When I came back from lunch the one key magically appeared Later when I decide to buy this 25k used car the same person told me he would not be bothered to locate the second car unless I bought it. Slimy. I have not had an experience like this in 29 years since I bought a car in nj and they were the mafia. Closed by the feds later. The responsie is really comical I will be sharing.
  
  
  
  Regards,
  
  
  
  A** * ***
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:12/28/2023

  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 December 18th, 2023 I brought in my 2014 Prius V to Thousand Oaks Toyota. When my car service was complete my car was driven to the drop off point where I was waiting. I immediately noticed damage on the front right bumper and said something to the driver. He said to speak with the Service advisor. I spoke with D***** ***** who then accessed the photos taken by TO Toyota when I dropped off the car and came outside to look at the damage. He took a picture of the damage went back inside, spoke with the manager and told me they would access the videos and call me within a few days. He assured me if it was their fault they would cover the cost. He would not show me the pictures taken when I first dropped off the car and claimed the pictures only showed the top area of the bumper. Upon initial drop off I had to give my signature on their device for the pictures and should have access to them. He was trying to rush me out of there and I said I wanted something written from him that the damage was noted and would be looked into. He sent me a text from his work cell phone. I never received a call. On December 20th I emailed Daniel requesting information. I never received any communication back. I called on December 27th and was unable to reach D***** ***** or the manager *** (not sure if the spelling is correct this was the name given to me when I called and asked), left messages detailing why I was calling. I still have not received any communications from anyone at Thousand Oaks Toyota.

  

  Business Response

  Date: 01/05/2024

  Ms. G**** brought her vehicle on January 2nd, 2024 to have the repairs to the bumper performed at no cost to her. The invoice number is 204665. The repairs were completed on January 5th, 2024. Ms. G**** was provided a loaner while we the vehicle was being repaired.

  Customer Answer

  Date: 01/08/2024

  
  
  
  
  Better Business Bureau:

  I appreciate the BBB’s participation and the Toyota Service Department agreeing to repair my car. I will note the day I filed the BBB complaint and then initiated another call to the Toyota Service Department was the day my call was answered and only then offered to repair my car . The Toyota Service Department never initiated a contact with me. After my car was repaired Daniel did apologize for this and how it was handled  

  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21065544, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ********* G****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:12/22/2023

  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 went to the dealership for two reasons. First reason my glove compartment lock mechanism broke on my brand new leased car and second my Bluetooth is failing on my brand new leased car. An employee named Alex told me that he ordered the part and it would be there the next day, on a Monday arriving Tuesday . I came back a few days later on Black Friday since I had work commitments the other days and the part was not available. No one called to say the part has not arrived and also during this visit another employee told my wife to be quiet and not talk among other things. I was dissatisfied with my experience so I filled out an honest survey. I came back this Monday with an appointment to fix my glove compartment and the manager Bre W refused service to me with the reason that I wrote them a one star review. I would like my glove compartment fixed and a formal apology.

  

  Business Response

  Date: 12/26/2023

  To whom it may concern,

  When Mr. and Mrs. K***** first came in and became very disgruntled and raised their voices at staff because our shuttle wouldn't drive Mr. K***** 16 miles home to Calabasas. Our shuttle radius is only 8 miles. Due to their disappointment, we offered to take them one way. Mr. K***** declined this offer. Throughout their visits at our dealership, they've continued to be disrespectful towards the staff and complained about the "Deal" they got when leasing their vehicle. Although, they didn't purchase the vehicle from Thousand Oaks Toyota.

  Apart from their demeanor, they've opened a lemon law case with Toyota and to complain about their recent purchase as well as to complain about our service department.  

  Due to their negative attitude towards staff and their disappointment with our service department, we recommended they try another Toyota dealership. Mr. K***** called Toyota corporate with our Service Manager, Bri Wall, and Toyota also recommended trying another Toyota dealership for the diagnosis if they're unhappy.

  Customer Answer

  Date: 12/27/2023

  
  
  
  
  Complaint: 21047035
  
  
  
  I am rejecting this response because: The glove compartment is still not fixed on my brand new car and I would like it fixed as per Alex L the part has been ordered. We are upset not because of the deal but because there are things wrong with our brand new car which I understand is not their fault but that they wasted our time and said a part would be in on a certain date and made us a return appointment and the part was actually not there and no one called to notify us and no one apologized. We are also upset that the staff told my wife to not talk and express her dissatisfaction and want an apology and our glove compartment fixed. 

  
  
  
  
  Regards,
  
  
  
  ****** K*****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:03/30/2023

  Type:Billing 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 maintenance plan in December 2021 from Daniel a service rep at Toyota Thousand Oaks. He entered the wrong Vin and promised to correct it later. Toyota cancelled my policy after I paid for it. I didn't realize until I went in for my oil change. I had to go through a massive hassle to get it reinitiated.
  Today I went in for a service at a different Toyota service rep tells me the maintenance plan has been cancelled for a second time in December 2022. He called Toyota of Thousand Oaks with me standing there and they told him Bri the office manager cancelled it.
  I finally get a hold of Bri and she is telling me she didn't do it even though someone from corporate said her name was on it. I didn't do it for sure. I asked her to reinstate and she said she can't because it has been a year. So she also can't count since this was reinstated October 2022 --not a year. Supposedly they are mailing me a check or I will be disputing with my bank. I then had to buy a new maintenance plan from Toyota of Glendale and I had to pay 70 dollars more. This is insane and fraud. I bought a plan and paid for it and they cancelled twice. I don't even know how this is legal. They are incompetent and I do not recommend anyone do business with them. They should pay the extra money why should I have to pay this it's their mistake. Total asking for is $269.

  

  Business Response

  Date: 04/13/2023

  Customer has been refunded.

   

• Initial Complaint

  Date:09/29/2022

  Type:Billing 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.

  thousand oaks Toyota told me they would pay for a my paint job 4000.00 on my 2011 Tacoma because it was defective I only got 2500.00
  they also promised me a new steering wheel for my 2017 Prius and now they refused to give it to me.
  
  finally i also want to return my new 2022 Tacoma I got from them because they are refusing to service it.

  

  Business Response

  Date: 10/24/2022

  We owe this customer nothing.

  I have went above and beyond to satisfy him.

  I will no longer entertain his harassment.

  i will turn this over to our Attorney.

  I have multiple text and communication with him and they will all be presented in court.

  Please no more emails.

  Customer Answer

  Date: 10/25/2022

  
  
  
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  
  
  R***** *****