Complaints
Customer Complaints Summary
- 37 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/17/2025
Type: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.
Subject: Unauthorized Use of My Vehicle and Account Information
I am writing to report an unauthorized use of my vehicle and account information. According to documentation I received, Service Advisor ****** ***** ********** created a record of a service visit under my name beginning at 11:08 AM today, including a notation regarding the use of a rental car.
However, I did not bring my vehicle in for service today, nor did I contact the dealership to schedule or authorize any service. I previously had a very negative experience with *** **********, during which I believe I was overcharged, though I paid the amount at the time to avoid further conflict.
The service documentation was sent to me via email, while the record concerning the rental car was sent by text message. I am deeply concerned that my personal and vehicle information is being used without my consent.
Please investigate this matter immediately and provide an explanation as to how and why this occurred.Customer Answer
Date: 06/17/2025
I have received a call and explanation from the dealership. Thank you, please close complaint.Customer Answer
Date: 06/17/2025
The complaint has been resolved. Please close the case. Thank you very much.Initial Complaint
Date:05/19/2025
Type: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 April 3, 2025, I purchased a BMW M3 from Arlington Toyota for approximately $44,000 (or $51,000 after taxes, fees, and add-ons). I was assured by the sales staff that the car was in perfect condition and had been thoroughly inspected by a technician who formerly worked for ***.
I requested to have the vehicle independently inspected by *** prior to purchase, but was told I would need an appointment. Since *** was fully booked for over three weeks, I relied on the dealership’s repeated claims that the car was mechanically sound and decided to move forward with the purchase.
The next morning, I discovered a puddle of fluid underneath the car and noticed that the vehicle was shifting poorly and skipping gears. The leaking fluid also stained my driveway, which required additional time and effort to clean. I immediately contacted the dealership but did not receive a response. Out of concern for the vehicle’s safety and condition, I scheduled a diagnostic inspection with ***, which cost me approximately $500.
*** diagnosed the issue as a leaking oil cooler. I informed Arlington Toyota of the findings. However, they insisted on performing their own inspection. When I brought the vehicle back to them, they claimed the issue was with the transmission cooler and blamed the damage on a rock strike—thereby denying any responsibility.
Despite my doubts, I followed their advice and paid for the replacement of the transmission cooler. Unfortunately, this did not fix the problem. The transmission continued to malfunction, and I was eventually stranded on the side of the road due to the same issue. I now have another inspection scheduled with a certified *** technician to determine the true cause of the malfunction.
Given that these issues began within 24 hours of purchase, I believe the vehicle was sold with pre-existing mechanical problems. The dealership's refusal to accept responsibility and the conflicting diagnoses have caused unnecessary expense, stress, and inconvenience.
Business Response
Date: 05/27/2025
Dear *** *********,
Thank you for reaching out and for following up with additional information and documentation regarding your BMW M3. I understand how frustrating and disappointing an unexpected repair of this magnitude can be, and I sincerely empathize with your situation.
As noted at the time of purchase, the vehicle was sold as-is, without a warranty, and a service contract was offered and declined. While we do our best to ensure every vehicle on our lot is in good condition at the time of sale, purchasing a high-performance vehicle that is eight years old—such as the BMW M3—can, unfortunately, come with the risk of age- or mileage-related mechanical issues, especially with complex components like the transmission.
We always aim to be transparent and fair with our customers, and I regret that you're now facing a costly repair. While Arlington Toyota is not in a position to cover or subsidize the cost of the repairs in this case, I do appreciate you bringing this to our attention and would be happy to assist you in any other way I can—whether it's providing a courtesy vehicle valuation, helping explore repair options, or offering a trade-in assessment if you decide to pursue a different vehicle.
Please don’t hesitate to reach out if there’s anything else I can do to support you.
Sincerely,
**** *****
General Manager
Arlington ToyotaCustomer Answer
Date: 05/28/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: ********
I am rejecting this response because:
Dear *** ******
Thank you for your response to my BBB complaint.
I understand the vehicle was sold as-is, but the issue at hand is not about normal wear and tear. I brought the vehicle in for diagnosis within weeks of purchase due to serious symptoms, which your dealership initially attributed to the transmission cooler. I followed that guidance, paid for repairs, and yet the core problem—transmission failure—persisted and has now been professionally confirmed by a ************* ****.
This isn’t a matter of age-related failure; it’s a matter of misdiagnosis and potential pre-existing condition that was either missed or not disclosed at the time of sale. The fact that the issue surfaced almost immediately after purchase—and was incorrectly diagnosed by your service team—suggests a level of responsibility on Arlington Toyota’s part.
At a minimum, I believe your dealership should reconsider covering part of the cost or assist in arranging a discounted or subsidized repair through a partner facility. Offering only a trade-in valuation or vehicle replacement suggestion falls short, especially when the trust in the first transaction is in question.
I hope you will reevaluate this case in good faith and propose a more meaningful solution. I would still prefer to resolve this matter directly and amicably.
Sincerely,
***** *********Business Response
Date: 06/11/2025
The vehicle was sold As Is and the customer declined the extended warranty. We regret the issue *** ********* has experienced.
**** *****
Customer Answer
Date: 06/12/2025
They did not resolve or address any of the issues. Their party denied responsibility and made it clear they had no intention of taking any action to resolve the matter.Initial Complaint
Date:05/12/2025
Type: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 got my rear break pads replaced on 02/20/25. just a couple weeks after, I experienced a lot of break squeaking. I tried calling Arlington Toyota service center several times, left messages to both the service technician and the service manager. I also called ****** ********* in which tried to reach out to the service manager several times. my calls, messages have been completely ignored for months. I am still having these issues with my breaks. The unprofessionalism and lack of customer service I have experienced with this location is unacceptable. They refuse to communicate at all with me and lie to their corporate office by saying they have communicated with me. I have the call logs as proof of all the times I've reached out and left messages with this manager, even leaving messages with the receptionist and letting her know the urgency of this complaint/issue. I want a refund for this purchase at this point.Business Response
Date: 05/28/2025
I spoke with me service director and he has tried numerous times to reach *** *******. He has been unresponsive. At this time we are unable to resolve the issue due to the lack of communication by the customer.
**** *****
Customer Answer
Date: 05/28/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: ********
I am rejecting this response because: I never received a call from **** *****. Nor did I receive a call from the service department manager which I called multiple times and was told he was out of the office and left a voicemail which was also ignored. These people have my phone number. ****** ********* could never get ahold of them either when I called and they have that on record. So it's not me, its this specific location. I buy a $60k+ truck and have a complete lack of customer service after it. At this point I am requesting a refund as I have no desire to deal with any of these unprofessional people anymore and my breaks are constantly squeaking after the rear pad replacement. I cannot trust a company who's technicians cut the wiring on my rock lights when I took it in there. Unacceptable.
Regards,
***** *******
Customer Answer
Date: 05/28/2025
This is proof of the times that I have called them, multiple times since March 26th. They are liars and lied to ****** ********* about communicating with me while blaming the customer.Business Response
Date: 05/28/2025
The complaint was filed on May12, 2025. Since that time, we have called *** ******* on numerous occasions to resolve the issue. We regret his dissatisfaction with Arlington Toyota.
**** *****
Customer Answer
Date: 05/31/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: ********
Precisely, it was submitted on May 12 after weeks of no responses from him or anyone from Toyota. The proof is in the snapshot that I uploaded of the call logs to ************ the public number listed for "Toyota Service Center" the fact of the matter is, I'm owed a refund as I am currently trying to get the brake pads redone, as they are defective or installed incorrectly. ** ***** can continue to lie about contacting me, but if that was the case, why would I be going to the trouble to submit this complaint? I will no longer deal with this dishonest branch of Toyota. I will be contacting corporate again in regards to this and take legal action, if need be.
Regards,
***** *******
Business Response
Date: 06/02/2025
We regret *** ******* dissatisfaction with Arlington Toyota.
**** *****
Initial Complaint
Date:04/23/2025
Type: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 would like to file a complaint against Arlington Toyota today I experienced the worst thing that can happen to me and my family they sold me a vehicle that had bad tires bad suspension on it and the tires like to cause an accident. I was told that it was a fully inspection done on the vehicle but I don't think that's true because if it was this was never happened they told me a vehicle that had bad tires on it I was not aware because the tires did not look worn down when I purchased the vehicle February 8th 2025. The work that needed to be done is up under the vehicle in the inside of the tires. Today I had to replace three tires and had to have a lineman done on the car as well. The total cost that I paid out of pocket for that was $574.58+ plus the other money that still needs to be paid out all together the total cost of this is $2, 741.19 I would like to be reimbursed for what I paid out of pocket today and I also would like the dealership to finish up the repairs that need to be done on the car as well. And while they are doing this I think I should be put into a loaner car into the work is done with the car that they put me in. Because at the end of the day I still have to get me and my family to work and school as well. I don't think I should be penalized without a vehicle because they mishaps or what they sold me.Business Response
Date: 05/07/2025
Arlington Toyota offered the customer to return the vehicle. We regret her dissatisfaction, but the vehicle was sold “AS IS.” We will offer a one time goodwill adjustment of 287.29.
**** *****
Initial Complaint
Date:01/03/2025
Type: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 19, 2024, I canceled an order with Arlington Toyota because they could not deliver the vehicle which I wanted within the time that they promised.
On 12/19/24 I requested a refund for the $500 that I paid them for the vehicle that they couldn't deliver on the date they promised.
I have not received my refund or even a notice of pending refund as of 1/2/2025.
I would like my refund processed immediately.Business Response
Date: 01/28/2025
*****,
I apologize for the delay. We are in the process of refunding the 500.00.
**** *****
Customer Answer
Date: 01/29/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,******** *******
Initial Complaint
Date:12/13/2024
Type: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.
The dealership forced me to purchase optional warranties or else they would not sell me the car. I tried to cancel these warranties after the fact for a refund, and was told I could not cancel them. The finance manager told me he would cancel them but I would not get any money back. The warranty forms clearly state that these are optional. I have also been unable to obtain a copy of one of the warranty forms for my records (tint protection). These warranties were misrepresented at the time of purchase as something the dealership "puts on a cars we sell". They were trying to frame this as an additional benefit provided by the dealership, not as an optional warranty that we have to pay for, which they are.Business Response
Date: 01/17/2025
Good morning ******
After reviewing the deal, Arlington Toyota did charge the 1889 on the purchase. When the final price was negotiated the 1889 was discount from the price. We apologize for any confusion.
The customer is not happy with the purchase. Arlington Toyota will refund the ***** charge of 795.00 and the Key repair and replacement service contract of 599.00 to the lender ****** Bank. The total amount is 1394.00.
Thank you,
**** *****
Customer Answer
Date: 01/17/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: ********
I am rejecting this response because:
Thank you, we accept the refund on the 2 items discussed but there was a third warranty (Tint) that we were also charged for. The tint protection was not addressed in the response. I do not have any documentation on this item to include with my reply since we were never given anything and I have not been able to obtain a copy from the dealership. The finance manager told me this comes from the sales rep but he will not respond to my texts, calls, or emails.
Regards,
**** ****
Business Response
Date: 01/17/2025
I am currently out of town. Please email me Monday and I will get you some paperwork on the tint warranty. Also, ****** is paid off so the checks will be coming to your residence.
**** *****
Customer Answer
Date: 01/22/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Thank you for your help. I will email on Monday for the Tint information.
Regards,**** ****
Initial Complaint
Date:11/20/2024
Type: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.
Im reaching out to formally express my ongoing frustration with my 2022 Toyota Tundra, which has had numerous issues since purchase, and despite multiple attempts to resolve them, I am still facing serious problems.Recalls and Safety Issues: Since I purchased the vehicle 2 years, I have been notified of 10 different recalls, which I understand is concerning for safety and performance. However, despite repeated assurances from your team that the necessary parts are on order and repairs are forthcoming, Ive been waiting for over 1.5 years for some of these to be addressed.Brake Issues: Additionally, Ive been experiencing brake problems with the vehicle. The issue has been raised multiple times, and while I am told it will be fixed, Ive been informed that the necessary parts are still unavailable. This is both inconvenient and concerning, as brakes are a critical safety component of the vehicle.Business Response
Date: 12/11/2024
Ms. *********,
We regret Mr. ******** dissatisfaction with his 2022 Toyota Tundra. He needs to call the 800 number and file a case with TMNA. They will then contact Arlington Toyota with a solution.
**** *****
Initial Complaint
Date:08/06/2024
Type: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.
Was charged for floor mats which did not fit vehicle, (covered gas pedal and does not lock in to floor board)Charged for cleaning, adjusting vehicle total of: $894. Cleaning, but there was still paint pen marks on widows and also found a set of keys to a Toyota Highlander -in outside windshield well beneath wipers.Tried to communicate in writing, email and telephone unanswered and dropped calls. Would like at least replacement of original RAV4 Toyota floor mats that lock into floorboard on drivers side for safety purposes.Was sold separately a couple unnecessary insurance/ warranty policies and rushed through signing but I was able to investigate those and directly called the companys and. Cancel and request refunds. The floor mats I need now but cannot get a communication response from ArlingtonBusiness Response
Date: 08/26/2024
**********************,
This matter has been resolved. The items were mailed to the customer.
*******************
Initial Complaint
Date:06/18/2024
Type: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 used vehicle from this dealership, it was a used 2018 ****** wrx with ***** miles on it. I was initially going to just look at the car, but after seeing it myself and the salesman hyping the car up I decided to purchase it. I get over to the warranty side of it, and they are charging a significant monthly fee for the warrenty. I declined the offer because I simply couldnt afford the warrenty. Two and a half weeks after driving the car off the lot, it starts to act weird. I pulled into my drive way and the car shuts off and stalls out. I called the salesman and he told He informed me about a 1200 Mile or 60 day return/exchange policy. Which at that moment in time I was already over the 1200 mile policy. He then told me to bring the car to him and he will see what I can do, on the way to him my car lost all power and I had to have it towed to the dealership. They ran a diagnostic on the vehicle and they told me it needed a new motor. They quoted me 16 thousand dollars for a new engine, or 8200 (before tax) on a used engine. They are not willing to help me in any way or stand by this vehicle in any way. Ive called ****** of America, they declined to help me. Ive called Toyota of America theyve declined to help me, Ive called my insurance and theyve declined to help me. *** called my creditor and theyve declined as well. This entire situation has caused instability at my job and I will be looking at being terminated as I dont have a car to get there. Ive been left with almost 0 options outside of bankruptcy.Business Response
Date: 07/01/2024
We have spoken with the customer and his boss. The vehicle was sold AS IS NO WARRANTY. We deeply regret the situation.Initial Complaint
Date:06/13/2024
Type: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.
The grid lines on my back up camera and phone application to view car information such as tire pressure, millage and other information worked fine before Arlington Toyota replaced my USB and CarPlay in December 2023. The vehicle Spec show my care came with these options which are also the reason why I purchased this specific car. All I am asking is for the same options on my car to work as they did before they replaced the USB and CarPlay radio system.Business Response
Date: 06/18/2024
This issue was resolved on Saturday by service.
**** *****
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