Complaints

This profile includes complaints for Edmark Toyota's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Edmark Toyota

  15933 Idaho Center Blvd Nampa, ID 83687-5008

• 

  Edmark Toyota

  15933 Idaho Center Blvd Nampa, ID 83687

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:10/17/2024

  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.

  Customer brought their 2012 ** Cruiser with ******* miles in to our service department on 5/31/24 for an oil change service and an ** concern. See attachment ******. Customer stated, ** stopped blowing cold 2 weeks ago and there has been a rattle noise from under the hood only when turning on the *** Customer paid $160 for ** diagnosis. Technician provided the diagnosis estimate that the ** needed an ** compressor complete with drive belt, upper belt idler pulley, magnetic clutch relay as well as freon. The estimate was $2080.02. The customer declined the repair at that time.

  The customer returned on 6/3/24 to complete the repair and also wanted rear brakes and resurfacing of rotors. See attachment ******. The total repair bill was $2161.04 before the Costco customer discount which ****** the total down to $1837.04.

  The customer returned on 6/24/24 and stated that after replacing the compressor the ** no longer works. The See attachment ******. When the customer took delivery of their repaired vehicle on 6/3/24 the ** was functioning. (As I stated in the initial complaint, I received my ** a week later.  While driving around town the following day, the A/C system started blowing hot air.  I notified Edmark (*******) that day and informed him of the problem.  Im happy to provide phone records.)  When they brought it back 21 days later we were able to diagnose that the expansion valve was sticking and it was not part of the original diagnosis. This is absolutely untrue.  As I stated in the initial complaint, Edmark kept my car for nearly a week and could not get the A/C system to fail.  The service advisor asked if his mechanic could drive it out to his home in *************  I gave consent, but he still wasnt able to duplicate my complaint about it blowing hot air.  I received the vehicle back and within 3-4 miles of driving the system failed again.  Hot air was once again blowing.  I then drove to Lowes (3-4 miles from my home) and the A/C system failed in the short drive.  I took video evidence of the problem (thermometer in the A/C vent) and shared it with their advisor after bringing my ** in for service once again.  I dont know where the 21 days later comment is coming from, but I told Edmark that I was driving to ***** soon to visit my 88 year old mother and asked them if they could provide a rental car for me as a courtesy since they were still unsure of what was causing the A/C system failure.  They declined.  Edmark kept my ** at their facility the entire time I was in ***** and I had to pay for a rental instead.  So sometime later while I was in ***** (not sure of the date), my wife was informed of the secondary repair cost of $2600.)  Initially on 5/31/24 due to the fact that the ** Compressor was rattling and making noise; coupled with the ** not working it was the expert opinion of my technician (47 years of Toyota tenure) that the compressor and magnetic clutch needed replacement. At the initial time of repair in May this did address the issue temporarily. (It did NOT.  Never did.)  Due to the fact that this didnt permanently correct the issue, and it became intermittent, the technician was able to further diagnose a problem with the expansion value sticking intermittently and there was a possible restriction in the condenser. The total cost of this additional repair is $2071.33. To assist the customer with this repair they only paid $494.73 of the $2071.33. (I was told by *******, the service advisor, that this was the cost of the parts only after he had called my wife earlier informing her of the additional repair cost.  Additionally, this $494.73 had to be negotiated as Edmark was charging me retail cost at first.  I reluctantly gave my approval to proceed and told ******* that I really had no other option.  If I didnt go ahead with the repairs, I would have wasted $1837.04 on repairs that may not have been needed and my A/C system would still not be working.)  ********************* paid the remaining $1576.60 in parts and labor out of good faith towards the customer. This is what they want back but it was a completely different repair and failure from the first repair attempt.  This is true.  Edmark failed to fix my A/C issue after paying for their professional diagnosis and did not honor their quote and 12 month warranty.  The A/C system is a closed loop system and every phase of compression, condensation, expansion, and evaporation to cool the air shouldve been inspected when completing their initial diagnosis to properly give us an accurate repair cost  which we thought they did.  I question how thorough their inspection/diagnosis was when they generated their initial repair quote.)

  Customer returned on 7/30/24 and stated that there was damage to the drivers side ** vent. See attachment ******. Because we warranty our workmanship and it was possible this vent may have been damaged during prior ** repair attempts we fixed the vent at no charge to the customer. The only was to access the vent is from behind the dash. (If this is the case, why were the contents of my center console littered all over my back seat?  Its a bit insulting to insinuate the customer is at fault here.  I can share pictures if youd like.  I was informed that they have video evidence of the mechanic rifling through my stuff.) The cost of this repair is $1032.89. The customer paid $0 of this repair bill.

  The customers total expense for the ** repair is $2,279.83; am an usure where he is getting the $4600 amount from. Our dealership has not charged him $2,609.49. The total cost of the repair was $4889.32. Because we are a good business, and we do pride ourselves on a high standard of workmanship we pulled the dash to replace the ** vent which was $1032.89 of that cost. The total cost of the mechanical ** issue is $3,856.43 of which they paid $2,279.83.

  The only reason we spent so much time, effort and money working to fix this issue is because they have been good customers for years! Afte this latest fiasco I have spent more time responding to Toyota complaints, online reviews and now this BBB review and no amount of complaining is going to get them what they want. (Im not complaining here; only stating the facts and following through with what I believe are unprofessional business practices.) We are done servicing their vehicle and wish them the best.  (Why?  You cant simply wash your hands of shoddy work because a customer has a legitimate complaint.  Eventually, everything worked out and Edmark Toyota was able to fix the A/C issue.  For that, Im thankful.  I just wished they were honest in their rebuttal and honored their initial quote.  Thats the major issue at hand.)

  uestioned the cost at the time and wondered why this wasnt properly diagnosed when we initially brought the car in for service. What did the warranty cover?A day later, I got a call from the advisor and he said I would only have to pay for parts (approximately $700) and the dealership would pay the labor cost to make my A/C system work properly. Like my wife, I questioned why there was an additional charge for something they apparently diagnosed incorrectly. I didnt have a working A/C system and was already out $2000. (If I had known the entire repair would have been $4600, I would have taken it elsewhere or at least had additional estimates to compare.) Eventually, I got the advisor to lower the cost of the parts (approximately $500) and told him to proceed.I wouldnt be writing this complaint if I didnt strongly believe that the practice of this company was highly unethical. I believe recompense in the amount of $500 is warranted to make matters right.

  Business Response

  Date: 10/28/2024

  Customer brought their 2012 ** Cruiser with ******* miles in to our service department on 5/31/24 for an oil change service and an ** concern.See attachment ******. Customer stated, ** stopped blowing cold 2 weeks ago and there has been a rattle noise from under the hood only when turning on the **.Customer paid $160 for ** diagnosis. Technician provided the diagnosis estimate that the ** needed an ** compressor complete with drive belt, upper belt idler pulley, magnetic clutch relay as well as freon. The estimate was $2080.02. The customer declined the repair at that time.
  The customer returned on 6/3/24 to complete the repair and also wanted rear brakes and resurfacing of rotors. See attachment ******. The total repair bill was $2161.04 before the ****** customer discount which ****** the total down to $1837.04.
  The customer returned on 6/24/24 and stated that after replacing the compressor the ** no longer works. See attachment ******. When the customer took delivery of their repaired vehicle on 6/3/24 the ** was functioning. When they brought it back 21 days later we were able to diagnose that the expansion valve was sticking and it was not part of the original diagnosis.Initially on 5/31/24 due to the fact that the ** Compressor was rattling and making noise; coupled with the ** not working it was the expert opinion of my technician (47 years of Toyota tenure) that the compressor and magnetic clutch needed replacement. At the initial time of repair in May this did address the issue temporarily. Due to the fact that this didnt permanently correct the issue,and it became intermittent, the technician was able to further diagnose a problem with the expansion value sticking intermittently and there was a possible restriction in the condenser. The total cost of this additional repair is $2071.33. To assist the customer with this repair they only paid $494.73 of the $2071.33. My service department paid the remaining $1576.60 in parts and labor out of good faith towards the customer. This is what they want back but it was a completely different repair and failure from the first repair attempt.
  Customer returned on 7/30/24 and stated that there was damage to the drivers side ** vent. See attachment ******. Because we warranty our workmanship and it was possible this vent may have been damaged during prior ** repair attempts we fixed the vent at no charge to the customer. The only was to access the vent is from behind the dash. The cost of this repair is $1032.89. The customer paid $0 of this repair bill.
  The customers total expense for the ** repair is $2,279.83;am an usure where he is getting the $4600 amount from. Our dealership has not charged him $2,609.49. The total cost of the repair was $4889.32. Because we are a good business, and we do pride ourselves on a high standard of workmanship we pulled the dash to replace the ** vent which was $1032.89 of that cost. The total cost of the mechanical ** issue is $3,856.43 of which they paid $2,279.83.  
  The only reason we spent so much time, effort and money working to fix this issue is because they have been good customers for years! Afte this latest fiasco I have spent more time responding to Toyota complaints,online reviews and now this BBB review and no amount of complaining is going to get them what they want. We are done servicing their vehicle and wish them the best.

• Initial Complaint

  Date:08/20/2024

  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.

   
  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.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/03/2024

  Customer was contacted by our general manager; The issue has been resolved.   Thank you.

• Initial Complaint

  Date:10/30/2023

  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.

   
  Complaint: 20802655
  
  I am rejecting this response because: Edmark Toyota failed to disclose the Vehicle Use Tax fee (I had no prior knowledge of this fee as I haven't bought a car since 2016, and nobody mentioned this was a thing to me until the end of September when I learned about it from the Title Clerk and by then it was more than 30 days past due date so I also had to pay a penalty), didn't say anything about them only doing Title and not Registration or Plates, but also falsely stated that I would be receiving plates in the mail within about 6 weeks (hence why I thought Registration and Plates were going to be filed for by them).
  
  Sincerely,
  
  ***************************out $260 to pay for this fee. Then, a couple of weeks ago, I learned my purchase did not cover Registration or license plates after all, and that my paperwork done with the dealership only covered the Title fee and that was it. I've never heard of someone purchasing a car without the Registration and license plates being included with the Title paperwork especially since the paperwork is titled "Title and Registration." I unexpectedly had to shell out another $273.50 for the Registration and license plates. I kept trying to get answers from Edmark Toyota and called many times; those who said they would get me answers or call me back didn't. It has been very frustrating to purchase this car (after an already frustrating experience because the only reason I had to buy a new car was because my car was hit and totaled) because of all the extra $ I've had to shell out on top of the car itself and traveling to/from *****. Additionally, the dealership wouldn't let me pay off the car in full.

  Business Response

  Date: 11/17/2023

  This customer contacted ** on July 18th through our website and inquired about purchasing one of our new Toyota Highlanders. On Jul 31st the deal was finished via Remote DocuSign; I am unsure of the exact date she came in to take delivery of the new vehicle. As you can see on our Buyers Order, we charge a $120 title fee to cover the out of ************ Title fee. It is our standard practice for all car deals to not include vehicle registration in the purchase. The reason we do this for ***** deals and all out of state deals is we dont know if the customers currently have a license plate they are going to transfer, if they want to register for 1 year or 2 or even 4 years, if they want a vanity plate,etc All customers are provided with a temporary trip permit; 3 days for ***** and ***************************************************************************************************************** a timely manner. We send all applicable DMV title work to their state of residence via ****** We are also unable to pay the ****** vehicle use tax that went into effect in 2018 because as an ***** business we do not pay income tax in the ***************. The residents of ****** voted to establish the 0.5% use tax on new vehicles, and they must pay it through their ****** ********** of ******* (see attached).******* application for title for is called Application for Title and Registration, but we only fill out the title portion because that is the fee we have collected from the customer (see attached). Oregon DMV is the most difficult to deal with out of all ********** that border *****. All our paperwork was sent into the Oregon DMV in a timely manner; they typically take at least 3-6 months to process title applications. Let me know if you have any additional questions.  

• Initial Complaint

  Date:09/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was given a direct line for Toyota ********* Services(TFS) by the dealership. I originally gave the dealership all of the information to process the refund for my vehicles VSA 10JUL23. On 23AUG23, I hadn't received my money from Toyota ********* Services and attempted to contact the dealer via SMS, to which they stated that TFS is running behind. I contacted the direct line to discuss this issue with TFS and found that the dealership didn't process the refund request until 23AUG23. The dealership won't admit that they delayed processing these documents but TFS stated the processing time for the paperwork is usually instant but takes no longer than *********************************************************************************************************************************************************************

  Business Response

  Date: 09/22/2023

  This is in regard to a Finance and ***************** cancellation for *********************. We handle dozens of warranty cancellations on a regular basis as it is part of the automotive retail business.  Our process is for the customer to fill out a cancellation form.   A Finance Manager begins the cancellation process and scans the documents.  The paperwork is then sent to our accounting office to finalize the cancellation by contacting the company the warranty is through, ensuring the product is cancelled, verifying money is received and issuing a check to either the customer or finance institution.
  In the case for *********************, the paperwork was misplaced during the process, and the cancellation was not processed.  Mr. ******* paperwork has been located, and we verified the cancellation is in process. Once we receive the refund amount from the warranty company a check will be sent to *****************  We anticipate the check due to **************** will be issued within 10 days.  

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20591119
  
  I am rejecting this response because:

  I was not informed of the misplaced paperwork, I was told there were no issues with processing the check. I've included the text message from the finance manager in which he states there was no issue with the paperwork on the same day the paperwork was processed, almost 6 weeks after I submitted the request. After numerous attempts to resolve this I was given a direct line to toyota in which I had to resolve this issue personally. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/01/2023

  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.

   
  Complaint: 20130573
  
  I am rejecting this response because: In the Edmark Toyota response quoted completely below, the fifth sentence, here, is a lie. "Since the seats are not something that can be removed from the factory, we gave ******************** the option not to purchase the vehicle.  He chose continue." I was not told that by anyone. 

   

  "******************** contacted ** to purchase an inbound Sienna.  We sent him a detailed list of equipment, and he secured the vehicle with a deposit.  When the vehicle arrived, ******************** came to the dealership to finish the purchase.  He then mentioned to the sales consultant **** about removing the second row seats.  Since the seats are not something that can be removed from the factory, we gave ******************** the option not to purchase the vehicle.  He chose continue.  A week later, ******************** reached out to **** inquiring about how to remove the seats.  **** spoke with a Toyota technician then emailed ******************** instructions from Toyota on how to remove the seats.  (See attachment with instructions that were sent to ********************)". 
  
  Sincerely,
  
  *******************************

  at the vehicle airbag system would not be disabled. I am sure I am not the only one regretting my purchase, there is a big loss in cargo hauling space and camping space with those bulky center seats remaining in place. All I want is to be able to remove them and still have the vehicle airbag system functioning, while not voiding the warranty.

  Business Response

  Date: 06/16/2023

  ******************** contacted us to purchase an inbound Sienna.  We sent him a detailed list of equipment,and he secured the vehicle with a deposit. When the vehicle arrived, ******************** came to the dealership to finish the purchase.  He then mentioned to the sales consultant **** about removing the second row seats.  Since the seats are not something that can be removed from the factory, we gave ******************** the option not to purchase the vehicle.  He chose continue.  A week later, ******************** reached out to **** inquiring about how to remove the seats. **** spoke with a Toyota technician then emailed ******************** instructions from Toyota on how to remove the seats.  (See attachment with instructions that were sent to ********************)
  
  Toyota does not produce any vehicle in ***************** where rear seats can be removed for safety reasons.