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:11/20/2024

  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 recently purchased a used *** 330i from Corwin Toyota Boulder, with the promise of receiving two car keys and assurance that there were no issues with the engine or cooling system. The vehicle was said to have passed a comprehensive inspection of all systems and equipment, for which I paid $599. During my test drive, I noticed the car shook upon starting and emitted a bird-like beeping sound. Concerned, I specifically asked about any potential issues with the coolant and engine. I was assured that the car had passed its inspection and had no problems with the cooling system or engine. However, just five months later, on May 9, 2024, I needed to add engine oil, and by November 2024, the oil filter housing was leaking completely, requiring a repair estimated at $4,000.Additionally, after finalizing the paperwork and making the down payment, I discovered that I only received one car key, despite being promised two. Given that a *** car key is valued at approximately $800, I requested a refund for the missing key. One salesperson mentioned that I could return the car if I was dissatisfied, while a sales manager assured me they would resolve the issue. Unfortunately, my sales manager was unavailable at that time, and I was promised that they would address my concerns. Since then, I have been unable to reach anyone regarding this matter and feel as though I am being ignored.Additionally, there is a mileage discrepancy. The contract indicates an odometer reading of ****** miles, but the car I received had ****** miles.I have also expressed my desire to return the car, but I have not received any response.

  Business Response

  Date: 11/25/2024

  We are sorry that you are having issues with the vehicle you purchased.  We do not warranty used vehicles and on a 6 year old car with over 60k miles, there is no longer manufacturer warranty either.  Your purchase was over a year ago.  We are sympathetic, but unable to assist in your situation.

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22583622
  
  I am rejecting this response because: When I purchased the car, I was assured of receiving two car keys and that the engine and cooling system were in good condition. However, despite my repeated attempts to contact you throughout the year to resolve these issues, you have ignored me entirely. This lack of response is unacceptable. While I prefer to avoid the time and cost of legal action, I am fully prepared to pursue it if necessary to ensure this matter is resolved promptly.
  
  Sincerely,
  
  **** **

• Initial Complaint

  Date:11/15/2024

  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.

  Purchased a used vehicle on Octber 11. The vehicle had been in the shop for a week prior and we were told it was nothing serious and that it was a part for the window. We drove the car and everything seemed fine, and were assured by the dealer that they had checked everything out and fixed any issues. We purchased the vehicle (2013 Nissan Rogue VIN *****************) for $9,205. Four days after we purchased the vehicle, the passenger airbag indicator light came on (blinking light on dash) and the passenger airbag off light came on. I researched on ******* and found that by turning the car on/off three times, you can get the indicator light to turn off. I did this, but several days later it came back on. We took the car into the Toyota dealer in our town (*******, WY) and in their discussions with ******, we are being told the proper fix for this is to completely ***lace the seat assembly for $5,300! The passenger airbag sensor is malfunctioning and searching for a child/adult and has turned off the airbag thinking a child is in the passenger seat, even when the seat is empty or there is an adult in the seat. While I can honor that we bought a used car "as is", I find it incredibly convenient that an expensive fix was "missed" by this dealership only to be found within days of us buying it, and that there is a well known quick fix for this that will turn the light off for several days. We believe they knowingly sold us a car with a faulty airbag (they did the quick fix to reset the sensor for a few days to sell the car), when we were clear our 16 year old daughter would be driving it. I contacted the manager by email on November 1 and never recieved a ***ly. We contacted the sales *** this week and never received a ***ly.

  Business Response

  Date: 11/15/2024

  We are sympathetic to the customer's situation.  However, this vehicle was not sold with the dealership knowing that it had the stated issue.  It is unfortunate that the customer is having an issue after purchase, but the car was not sold with warranty and was sold as stated... "as-is".  The dealership did not mislead or misrepresent the condition of this car.

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22561480
  
  I am rejecting this response because: I would appreciate proof that you did not have prior knowledge of this issue. I also have never received a reply to my two emails to this company and only received this canned response when I got BBB involved. If this dealership really sold by their statement they would offer to repair this at no charge. 
  
  Sincerely,
  
  **** Bear

• Initial Complaint

  Date:10/25/2024

  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.

  Please read attachment for full details, but the summary is that I put a $1,000 deposit on a 2024 Toyota Rav4 Prime. When I cancelled this purchase, I was told for the first time that the deposit was not refundable which I never would have agreed to if I had known. *** ***** texted me stating that they would refund my $1,000 on October 10th, but I still haven't had this amount credited back to my credit card. I have not gotten recent responses to my texts and emails to them.

  Business Response

  Date: 10/28/2024

  We have refunded the customer her deposit back

  Customer Answer

  Date: 10/30/2024

   
  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.
  

  I received a refund on my credit card. 
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:09/23/2024

  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 brought my car in and told them I what I needed, a new seat belt latch.They charged me $198.97 to tell me that they agree that that is what I need. I did authorize this diagnostic charge.

  Business Response

  Date: 10/09/2024

  Mr. Weverka is misunderstanding the work done, and this is partially our fault for not ensuring he fully understood his repair order/invoice.

  He brought the vehicle in because of the seat belt issue, we did have a technician diagnose the issue nad recommended the seat belt assembly as it could not be repaired.  There was a standard charge of 198.97 as stated, we did replace the seatbelt without charging any additional labor, we included the labor with the diagnostic charge.  This is a fair and honest labor charge for the work provided.

  Side note, we also provided a complimentary (FREE) four wheel alignment for our valued guest as shown on the invoice.  This alone has a $129.95 value.  See attached invoice for verification.

  I hope this helps clear things up.

   

• Initial Complaint

  Date:08/15/2024

  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 certified pre owned vehicle from Corwin Toyota in 2022 with approximately ***** miles on it. Since then, the truck has been unreliable needing the rear hydraulic bags replaced, the engine replaced at 25k miles, 7 recalls, there is still more warranty work to be done such as the Siri in the truck, the front seat pan, the driver side window does not operate properly, the driver side vent cover does not function right, and most recently the water pump just went out on the new engine which was just replaced 19k miles ago. Luckily, this has all happened under warranty so the fixes have been covered but wondering if meets Lemon law criteria? I have had all the service performed on the truck. The dealer who is performing this particular service said this model year is nothing but trouble and they are in the shop all the time. A year older or newer are great but the 2022 is a known trouble model. I asked what will this be like when the warranty runs out and he stated it is scary to think of isnt it. I paid a lot of money for a brand new truck or almost so I would have a reliable vehicle and in the past two years it has spent almost a month of this time in the shop getting repaired. What are my options at this point? I would prefer to go the lemon law route if this is an option and get refunded from the purchase price or what the law will allow to be compensated for.

  Business Response

  Date: 08/22/2024

  We're sorry that you are having some issues with the vehicle.  The good news is that you do have your certified warranty.  Unfortunately the dealership does not have a crystal ball as to when, where, or how mechanical failures might happen.  Lemon Law is not available on used vehicles.  This vehicle DID pass a vigorous certified inspection.

• Initial Complaint

  Date:08/08/2024

  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.

  RAV 4 purchased 3/8/24 using *** auto buyer at CORWIN Toyota Boulder *** *** representative arrived to my home 55 miles north with car and folder of paperwork generated by CORWIN Toyota. In the paperwork my name was spelled wrong and the tax for the car was rolled into the line item price of the car then listed again as its own line item. Nearly a $500 error. The *** rep. *********************** called *************************************** at CORWIN Toyota who said stop the sale new paperwork needed. ***** with *** had to drive 55 miles back to Boulder. I waited theee days without a car, then ***** drove another 55 miles back to my home with corrected paperwork only to find my name was still spelled wrong. I drive to CORWIN to sign new paperwork with Production Manager *************************************** who offered me an apology in the form of a voucher for a car detailing. I asked for a coupon, voucher or email and she replied, Oh just ask for me. I replied, I may not need this detailing for a year, what if you dont work here? She replied, Oh, Ill be here. A month later I brought this up and ******* left a voicemail that she would try and send me an email as a voucher. In mid July 2024 I called to redeem the voucher and was told ******* no longer works at CORWIN. She never did send the email voucher. I was transferred to ******************* service manager. I left a voicemail for **** with the aforementioned details requesting to redeem the voucher for a detailing. He returned a call with an absolute no, We are not doing this, you went with ***, you deal with them! I emailed **** a screen shot image of the voicemail message in April from former employee ******* and for him to allow the detailing but never heard from him. *********************** called me from *** stating he spoke with **** on 8/6/24 who refused to honor ******** confirmed promise of car detailing then said, Ill give you a detailing job if you give me a 5 star rating. This is extortion. The BBB needs to know about this.

  Business Response

  Date: 08/09/2024

  We are sorry that ****************** is unsatisfied with her purchase.  However, this deal was brokered through AAA, meaning it is AAA's responsibility to properly handle the paperwork and delivery process with their customer.  AAA receives compensation from the dealership to handle these processes for their customers.

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22114941
  
  I am rejecting this response because:

  Corwin Toyota is not comprehending that *************************************** and her team at CORWIN created the paperwork not AAA, as per *******.  ******* offered an apology for her error in the form of a complimentary car detailing and I accepted.  Enclosed is the transcribed voicemail from ******* stating she is working on creating a voucher for me for the detailing.  This is what Im asking for, the detailing that was promised.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/22/2024

  ***** may bring her car in to be cleaned.

  Customer Answer

  Date: 08/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find this resolution nearly satisfactory to me, EXCEPT,  I prefer the detailing (cleaning) be done at ******** Toyota in *******************, CO as my trust in Corwins propriety has been sullied.
  I prefer not to work with them and again request the car detailing be done at ******** Toyota.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/24/2024

  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 delivered my 2005 Sequoia to Corwin, the last thing I did in their service lot was to verify that the rear suspension shock sensor worked. I sat in their parking lot and used the sensor control to both raise and lower the rear suspension of my Sequoia. I then saw Corwin's employee drive the car into the inner service area. Corwin later confirmed that my rear shocks (bought from Corwin ****** miles ago) were in perfect working order; only the rear suspension air bags had blown. I approved $1,894.10 to replace the blown air bags. Only after this repair had been completed did Corwin text me to demand $1,151.73 extra to replace my working sensor as well. They told me the rear suspension would not either raise nor lower after they replaced the air bags. I responded that this was impossible; we had determined beforehand that the sensor worked! Corwin responded that they would return the vehicle to me in an undriveable condition if I did not pay for another sensor. Pay the extra $1,151.73 or the vehicle was essentially junk. So I paid extra, just to be able to drive the vehicle off the lot. When we picked up the car, Corwin did not provide the former, supposedly defective, sensor for inspection.

  Business Response

  Date: 08/04/2024

  Corwin Toyota Boulder made the necessary repairs to fix the vehicle properly and maintain driver safety.   It was necessary to replace the sensor for the vehicle to function properly.  

  Customer Answer

  Date: 08/04/2024

   
  Complaint: 22037279
  
  I am rejecting this response simply because what they are saying is demonstrably false. We actively checked that sensor before Corwin Toyota began work on (separate parts) air bags; the sensors worked immediately and perfectly. The supposedly defective sensors were never returned to us for inspection; Corwin Toyota threw them away so as to destroy the evidence.  Ripoff!
  
  Sincerely,
  
  *******************

• 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.

  Vehicle was purchased from automotive dealer, Corwtin Toyota of Boulder. Dealer has breached contract, violated several laws and in not in compliance with obligations/laws set by ***** of ******** *************************** and Clean Air Act of ********. Vehicle failed emissions, and Certificate of Emissions compliance was not provided at delivery. Dealer has been intentially delaying a solution.

  Business Response

  Date: 05/30/2024

  Corwin Toyota Boulder is resolving this issue with the customer.

• Initial Complaint

  Date:04/27/2024

  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.

  dealer advertised price for vehicle was identical to MSRP (for 22 of the Land Cruiser models)... when I arrived at dealership, I was told there was a $10,000 additional market adjustment... the new car sales manager refused to honor the price listed online...

  Business Response

  Date: 04/29/2024

  Thank you for your concern on the pricing of the Land Cruiser.  Unfortunately, this particular vehicle is not available and has been claimed by another customer.  Many of the Land Cruiser's have been claimed prior to arrival at the dealership.  We would be willing to sell you a different vehicle at some date in the future.

   

  Thank you

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21635548
  
  I am rejecting this response because: You have not addressed the issue raised... What will be the price of a future vehicle for me (MSRP?), if this one is reserved now (which it was not as of Saturday)? 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/06/2024

  ********************, 

   

  We would be willing to sell you a vehicle at MSRP at some point in the future, when the demand or supply catches up.

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21635548
  
  I am rejecting this response because: You continue to advertise 5 Land Cruisers for sale at MSRP on your site as of 13:00 on 6 May, yet you are unwilling to sell a vehicle at MSRP; this is dishonest and deceptive and is false advertising. Your willingness to sell me a vehicle when supply catches up to demand is not at all helpful and doesn't address the fact that a vehicle I wanted to purchase was available and listed for sale at MSRP on the date I visited the dealership. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/14/2024

  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 car from Corwin Toyota almost exactly one year ago. The loan officer ***************** added a ***** warranty to my loan without my knowledge and with no discussion. This was my first major purchase and I admit I was naive to sign without better scrutiny. Once I got home with the car I reviewed the documents and realized I had been taken advantage of. I returned the next day and after being made to wait for almost three hours and a heated exchange ***************** agreed to cancel my warranty on my loan. We both signed a document that I was told would cancel the warranty. I live in *******, so I was left to attempt to resolve this issue over the phone and through email. I called repeatedly, texted and emailed and eventually visited in person a month ago. I've been informed that **** was let go, the document we both signed was not the correct one for the warranty. The person I spoke with said they would do their best to "get me back as much of my money as they can." I have been paying interest on this extra ***** and I believe I should not be liable for any of it or the interest accrued. The terms of the warranty state that it could be cancelled within a few weeks of purchase, which I thought I had. I believe Corwin should refund me the amount that their crooked employee essentially stole from me.

  Business Response

  Date: 04/20/2024

  *********, your cancellation paperwork is in processing.  Please allow 6-8 weeks for processing.  If you have a loan on the vehicle, the money will be sent to the lender.

  Customer Answer

  Date: 04/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I am willing to accept the response so long as the refund includes the interest of *****% accrued on the sum over the last year. If the refund will take an additional two months that should be 14 months worth of interest.
  
  Sincerely,
  
  ***********************************