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:06/18/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 May 4, 2025, I signed a lease for a new 2025 Toyota Tundra at Al Hendrickson Toyota, trading in my 2022 Tundra which had excess mileage. I was explicitly told by both the salesperson and finance manager that the ~$4,300 in mileage overage on the old lease would be included in the new lease structure by applying a reduction to the **** or sale price. This is reflected in the documents I signed that day, which show a Net Trade Allowance of $4,320.00, effectively absorbing that penalty.I was not informed that I would receive a separate bill from Southeast Toyota Finance for this same amount. A few weeks later, I was shocked to receive a bill for $5,531.41, including the same $4,681.41 (with taxes) in excess mileage and $850 for wear and tear that was never disclosed or acknowledged during the transaction.All of my paperwork clearly shows the mileage overage was accounted for as a negative trade allowance. Now I am being double-billed once through the new lease pricing and again through this separate invoice.I am asking that Al Hendrickson Toyota stand by what they agreed to during our signed deal and take responsibility for the payoff of the prior lease as they led me to believe, and as the paperwork supports. I am also requesting they clarify why the $850 wear-and-tear fee was never disclosed or reviewed with me before the lease signing.I have attached photos of the signed finance worksheets and pricing breakdown from May 4th, 2025. These documents clearly reflect the dealers acknowledgment of my prior lease mileage charge and show it being absorbed into the structure of my new lease deal. At no time was I told this would result in a separate bill from Southeast Toyota Finance, nor was any excessive wear-and-tear charge reviewed with me. I am simply asking for fair treatment and the honoring of what was represented to me at the time of signing.

• Initial Complaint

  Date:06/07/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 5/30 Was led to believe the vehicle was still under manufacturers warranty until further investigation showed otherwise. 6/6 less than 100 miles later the engine and transmission light came on indicating a serious issue with the power train

• Initial Complaint

  Date:05/28/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 transaction 5/26/25 I am filing this complaint on behalf of my 72-year-old mother, who was taken advantage of by Al Hendrickson Toyota during the purchase of a vehicle. She primarily speaks Spanish and went alone to purchase a Toyota Corolla, trusting that the dealership would treat her fairly. Unfortunately, that was not the case.The dealership overcharged her with inflated and unnecessary fees, which caused her loan amount to be about $2,000 more than it should have been. Here are some of the fees she was charged:Pre-delivery service charge: $1,300 (23x the standard rate or entirely fabricated at many dealerships)Electronic registration filing fee: $600 (normally around $75$150)License and registration fee: $300 (she was only transferring plates, so this charge is excessive)Loan processing fee: $150 (often not charged or included in overall financing costs)My mother put $10,000 down on a $23,000 car, so her loan should have been around $13,000$15,000, not $17,000. These inflated fees misled and financially burdened her.She was told these charges were standard, which is false. She was misinformed and misled, and due to a language barrier and lack of support, she agreed to terms she did not fully understand.This dealership exploited her vulnerability as a senior citizen and non-English speaker. This conduct is unethical, deceptive, and predatory.Desired Resolution:We are requesting that $2,000 be refunded or credited toward her auto loan balance, as that amount represents the inflated and unnecessary charges she was misled into accepting.We also ask that the dealership review its practices, especially when dealing with elderly customers and those who face language barriers, to ensure informed and fair treatment.

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 a deeply disappointing experience at Al Hendrickson Toyota in *************, primarily due to the terrible service provided by ****** *********. He rushed me through the entire process, failed to explain anything, and pressured me into signing documents without proper clarification.I purchased a 2025 Toyota Corolla, and due to the dealerships negligence, the car had issues from the start. When I spoke to a manager over the phone, they assured me they would take care of it. However, after driving over 100 miles back to the dealership, they failed to resolve the issue. It became clear that the management does not care about their customers.Key issues I encountered: I was not given essential documentation, including details about the Service Warranty, ************** and Contractual Terms. There was no clear explanation of the purchase price, trade-in value, total cost, interest rate, or loan term before finalizing the agreement. The vehicle was delivered in poor conditionit had visible scratches and was not properly detailed. Despite promises from management, my concerns were ignored, and the issue was left unresolved.Overall, this was the worst dealership experience Ive ever had. They are more focused on financial gain than on customer satisfaction. I would not recommend Al Hendrickson Toyota to anyone looking for a professional and transparent car-buying experience.

• Initial Complaint

  Date:04/21/2025

  Type:Product Issues
  Status:

  UnpursuableMore 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 sold a car that I had bought there and have been trying to get a refund for the unused portion of an extended warranty that I purchased and they will not do anything about it.

  Customer Answer

  Date: 04/23/2025

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

  This is the the to the place that you said was out of business, clearly they are not.

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My car needed a battery. I drove to Al Hendricksons to get a battery. While I was there the service advisor said I might as well have my oil changed too since it was almost time. I went home and received a call from the service advisor on my 2009 Camry with ****** miles saying the rear transmission seals were leaking. He wanted $3,400 to fix it which also included the battery and oil change. I said I couldnt afford it. He said hold on. When he came back on the phone he said how about $2300? I said No because I felt like I was being scammed. I just had them do the oil change and the battery which was $500! My sister has bought 5 Toyotas from there but Ive never felt so scammed till now! How do you change the price $1000 difference? There are no transmission fluid leaks in my driveway.

• Initial Complaint

  Date:04/05/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  Al Hendrickson Toyota of ************* sold me a car with a lean on the title on 2/5/25 and as of today 4/5/25, I dont have to Title and Im unable to register or use the car. This is causing a huge inconvenience and hardship to my family and I. They have sent me two 30 day temporary plates that have since expired on 4/2/25 and Im now left with an unusable car in my driveway.Ive tried contacting the dealership and my calls/texts are being ignored.

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Sunday, December 24, 2024. I purchased a vehicle from Al Hendrickson Toyota. I worked with ******** *********.The vehicle purchase price was $44,997.00 I made a down-payment of $3,000 for *********** Cash Price of $66,209.80 was not disclosed to me during the sale ************** payments were to be $1,051 and due on the 12th of February, 2025.There were over $15,000 in service add on charges that was not fully disclosed to me during the sale. On December 30, 2024, one day after the original purchase date, ******** ********* and salesman reached out requesting a copy of my social security card and insurance document saying the bank is requesting it. I forwarded it by email. Big mistake!********* presented add on services as if they were included in the sale and not an option (things like key fob replacement etc). I told him I didn't want anything. His response was there is no such thing. On January 11, 2025, I decided to use the appearance package that was on the contract but the service personnel did not know about the appearance package. I received a regular car wash, which is different from what is advertised on all paperwork given. I got pulled over because the tints were too dark. A blessing in disguise. On January 23, 2025, I went back to the dealer to find out that the sales contract was re-signed electronically and someone by the name of ***** was listed on it as the finance personnel. I found out that the tint service was still on the contract even though Id asked for it to be removed. I told him I want to cancel all the services and he told me to wait until my first payment, knowing very well that I only have ************************************************************* a blank flash drive when I asked for the sales agreement to be printed out.I found the original flash drive and looked over the sales agreement. This was my first time realizing that the sales price is $66,209.80. I got the contract they signed on January 7th, 2025.

• Initial Complaint

  Date:01/03/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 2023, I purchased a Toyota vehicle, 2024 model. When making the purchase, I signed several documents in which three insurance policies were included that I was not previously informed of.Months later, when changing my vehicle for a Toyota RAV4, the staff who assisted me noticed the inclusion of said insurance policies and told me that the money corresponding to those insurance policies should be reimbursed to me, since they were never **********, January 3, 2025, I went to the Al Hendrickson Toyota dealership to request a refund of the insurance policies. However, I was informed that they would not be reimbursed, and they only returned the ************** which does not correspond to the three insurance policies mentioned above. The total amount of these three insurance policies amounts to US$2,795, which I paid out of my own pocket and was never reimbursed.I request that the necessary measures be taken to resolve this issue. I appreciate in advance your attention and support in this matter.Thank you.

• Initial Complaint

  Date:12/14/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 December of 2023 I purchased a Toyota Camry from Al Hendrickson. The vehicle was priced in the category of a vehicle that had no previous collision damage. Although there was no record of a collision on the CARFAX report, shortly after owning the car it became obvious there had been previous moderate to severe collision damage. If they were honest about the car's history, the sales price would have been lower than the price for which they sold it. I had reached out to the company shortly after discovering the dishonest sales tactic, but no one had ever responded to my emails. I never bothered to return to the dealership, as I figured there would be nothing they could or would do...the paperwork was signed. Looking back, I do find it odd that during the signing of papers the salesman had me sign a document saying that I had inspected the vehicle and needed to verify there was no previous damage. I am a layperson, it wasn't until I was washing the car that I noticed the area of repair. I signed the paper because I figured the CARFAX report was accurate. I talked to an attorney friend of mine, and he mentioned that as long as the collision was not reported to an insurance company, ****** will not have a record of it. My guess is it was repaired at their location and never reported the damage.