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:05/04/2025

  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.

  McGrath Elmhurst Toyota says they owe me $521. I moved on March 20, 2025, and my Dad died on March 21. They sent me an UNMARKED letter around this time saying that if I want my $521, which they owe me, I have to see them in person by April 1st. Having just moved and buring my Dad, I had not checked through my mail fully, and after opening an unmarked letter and seeing this, I demand my money. I cannot have Toyota do $521 worth of work and then decide I will not pay them, and neither can they. They owe me $521.

  Business Response

  Date: 05/22/2025

  The letter clearly states that to claim the $521 you need to sell or trade in your vehicle to us. I will still honor this even though it has expired.  If you would like to sell your vehicle to us or trade it in then you are eligible for the $521 as stated clearly in the letter you provided.

• Initial Complaint

  Date:04/18/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 28th, I visited McGrath Elmhurst Toyota to purchase a brand-new vehicle. I initially worked with *******, who seemed to promise a smooth transaction. I was interested in an SE Hybrid, but since it wasn't available, ******* offered me another vehicle that was listed as "for sale but in transit." She emphasized that cars were selling quickly and persuaded me to put down a $1000 deposit after confirming availability with her manager.However, upon returning home, I discovered the dealerships website still listed the vehicle as "available but in transit," and the status changed to "vehicle in transit, sale pending" the next day. Between March 28th and April 16th, I received sporadic updates from *******, stating that the vehicle would likely arrive mid-April. On April 17th, I emailed her for another status update but received no response. Instead, I got a text message from the dealership stating that the vehicle was still in the "build phase" and wouldn't be ready until May 4tha completely different vehicle than the one I had placed a deposit on.When I visited the dealership in person to resolve the issue, I met the manager, *****, who was dismissive, rude, and unprofessional. ***** falsely claimed that someone else had placed a deposit on the original vehicle before me, contradicting what ******* had initially said, and checked with her manager on March 28th. Furthermore, while at the dealership for the first time, I checked smart.path.toyota website, which showed the car available to start online purchase. ***** then tried to push me to accept another car in the "build phase" instead. When I insisted on receiving the vehicle outlined in my purchase agreement (VIN started with J, which means it was manufactured in *****), he brazenly told me to "forget about it" and shockingly stated that the purchase agreement I had signed "doesn't mean anything."

  Business Response

  Date: 04/25/2025

  Unfortunately, the vehicle in question had already been spoken for, and our system should not have permitted further deposits to be placed. We sincerely apologize for any confusion this may have caused.
  Our team made every effort to explain the situation to the customer and to offer alternative solutions, including assistance in locating a comparable vehicle. However, during the conversation, the customer informed us that he was recording the interaction on the advice of legal counsel.
  Given that the matter could have been resolved amicably without legal involvement, and in the interest of maintaining a positive and professional environment for our customers and staff, we have made the decision to discontinue further business with this individual.
  We remain committed to providing excellent service and support to all of our clients, and we appreciate your understanding in this matter.
  

• Initial Complaint

  Date:06/04/2024

  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.

  1. Dealer charged us $550.00 additional without notifying us of the added fee.2. Salesperson told us that financial staff would explain the details on the sales contract after having me sign it quickly. This did NOT happen. Most documents I signed/initialed were on a tablet which did not show the entire document 3. We did NOT receive a copy of the purchase order at the dealer and no one went over the details of the purchase order with us.4. We received a copy of the purchase order via text from the salesperson on Wednesday, March 27 at 3:09 pm after I called and left a voicemail requesting it.It has $550.00 for a ******* Package.5. The salesperson later (a few days after the sale) stated that the $550 was for a windshield treatment and a three month warranty. We only received a copy of the windshield treatment which stated Product Price 0.00. We were told about the window treatment but we were informed there would NOT be an extra charge for it. 6. After asking for a copy of the 3 month warranty we received an electronic copy on March 30, 2024. The warranty states ********************* ******** Warranty) is provided by the Warrantor to the Customer at no additional charge in connection with the purchase of theVehicle. Therefore the $550 was NOT for the warranty.7. No window sticker was on the vehicle with description and price of the vehicle.8. Windshield leaked which cost us $208 to repair.9. Temperature in the finance office was set high - possibly a tactic.10. Dealer required 1/3 of the price to be paid right away despite my having an 801 on my credit score.11. We would like our $550.00 back along with associated sales tax and finance charges for the $550. We would also like all weather mats for our trouble, time, and stress.

  Business Response

  Date: 06/06/2024

  We have resolved the issue with the customer and will send a check for $650 in good faith.  This is not an admission of any wrongdoing but rather to make our customer satisfied with their purchase.

• Initial Complaint

  Date:04/03/2024

  Type:Customer Service 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.

  The catalytic converter on our 2008 Prius was removed overnight on 11/28/23 by thieves. That morning, I called a towing company and had the vehicle dropped off at ******* Elmhurst Toyota. The service representative called to inform me that the replacement converter, with installation and taxes, would cost $3,800. It took a couple of days to handle the installation, and sometime during the second day, the service representative called and offered a security device that would make it more difficult for thieves to make off with it again. Initially, I declined the offer. As I thought about it, I knew I would have some difficulties parking the vehicle inside a garage occasionally, so I called back and authorized that they go ahead and install the security device. I called him back and told him to go ahead with the installation. My charge card bill upon pickup of the car was $4,066. I'm not great with math, but if I subtract the cost of the converter install from this figure, I get $266, which Id assume to be the cost of the security device with tax. The sales representative told me the installed price would be between $400-$450.The service representative called late on the 30th to let me know the converter had been installed but that they didnt have the security item available after having made the offer to install it. He said he would put one on order, and at no time noted this was special stock product. Catalytic converters are stolen in large numbers in our area, so I would suspect this was something the service department there had a lot of experience with. He also noted that he would charge me for the item, and give me a call once it was received to arrange for installation. As I noted above, that looks like $266.On February 27th, I emailed ******* about canceling the order for the security device that was supposed to have been placed and received sometime in December. A woman named ************************* reached out to me and asked me for my phone number so that someone from their customer service organization could get in touch with me. I thought it was odd that a customer who has purchased a car from this facility and has been going there for service for a decade or more couldnt find me in any of their customer records such that they had a phone number to contact me, but Whatever. I followed up on March 3rd and got a note back saying that they were in the process of working on it and that I should be patient. On March 8th, I lost patience with their process, and now believe that no one was truly working on anything. I told her that I needed an answer by the end of the day on March 12th. I heard nothing from her. Around March 17th, I reached out to *************************, noted on their website as the facility General manager, outlining my concerns and asking for his help. Again, nothing. Initially, I was baffled by the fact that no one after the initial contacts and request for my phone number, reached out with anything at all. The request of the ** for his help, was the same nothing burger. I want the $266 refunded to my credit card account; I dont need an apology or any narrative about why we are here. I headed up an operations group for a Fortune 100 company in Chicagoland and am well-versed in what actual customer service looks like. And this wasnt anything like that.

  Business Response

  Date: 04/04/2024

  as per our General Manager ****************** we will send out a check for $266.00 customer was called today and **** left a voicemail.  

  Customer Answer

  Date: 04/12/2024

   
  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.  Thank you for getting involved and helping secure a resolution.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Elmhurst Toyota requested a down payment of ******* dollars for a car order that was on the way. Gave them the payment and promised to have the car before a certain month. The car was not delivered as promised. Ask for the car order refund and they wont provide a refund. Instead they want to provide car services for my car.

  Business Response

  Date: 11/27/2023

  To whom it might concern,

  Refund will be issued. Please let Mr/ ************** to come and see me for fastest refund. Thank you!

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

  ******* Elmhurst Toyota

   

   

  Customer Answer

  Date: 11/30/2023

   
  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,
  
  ***************************

• Initial Complaint

  Date:11/04/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand new Toyota Highlander Hybrid vehicle. In doing so, the final process is to sit with the payment advisor where he will walk you through your options like warranties and coverages. During his presentation he made no mention regarding the different services being presented were merely optional. I only learned of it being optional after sitting down at home the next day and reading all the paperwork and in fine small print showed that it was all optional. Since I was unable to take the car due to their system being down for the license plates on the same day of purchase, I had to go back to the dealership at a later day. When I went back the following Monday, I confronted the salesman and said I want a refund for all the extra warranties that were sold to me. It was a total of $****. The payment advisor kept trying to convince me otherwise but I insisted I want it refunded. I even confronted him and said he never once mentioned to me it was optional otherwise I wouldn't of done it in the first place.He said he would give me a call back after talking to his director. Forward two weeks now and I've left him a voicemail at least 4 times a week. His director left me a voicemail at 7 pm stating I must come in but when trying to call back he never answered or got back to my voicemail weeks later. The payment advisor after a week finally left me a voicemail and said to provide my credit card info to refund the undercoating, and he said I did not need to come in.. However, he made no mention about the extra **** I also wanted refunded. He thought I would forget about that... so I tried to call back multiple times and left voicemails but he never got back to me. I left my credit card info to the front desk and I told her to have him call me to talk about my other refund. She said he would call back. It's been one week now, no call, and I've yet to see my refund of the undercoat nor has he called back to discuss my refund on the warranties.

  Business Response

  Date: 11/08/2023

   

  Re complaint # ********

   

  To whom it might concern:

  In response to above complaint number, I would like to inform you:

  All optional products (vehicle service agreement, maintenance agreement and GAP coverage) purchased by **************** have been cancelled on October 23rd, 2023.

  Since **************** financed his purchase thru Toyota ********* Services, total purchase amount of those products is sent to his financial institution (TFS) and would lover his balance. It might take up to 4 weeks to see reflection of those cancellations on his balance owed.

  Mr. ***** also purchased undercoating for his vehicle and paid separately with his credit card. That money is also refunded, directly on his credit card.

  We truly apologize about any inconvenience this might case to Mr. ****** and also want to insure him and you, that no money would be lost.

   

  Respectfully,

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

  General Sales Manager

  ******* Elmhurst Toyota

   

   

   

  Customer Answer

  Date: 11/09/2023

   
  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. It is unfortunate that we need to go to these measures to see customer service at what is reasonable levels. It's a shame to say the least. Thanks for your help BBB. It only took 13 calls, a ****** review, and a complaint filed to the BBB to have them address my issue. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:04/16/2023

  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.

  My vehicle was repainted by Toyota in ******* two years ago under Toyota recall for paint which it was doing the same thing at this time. I have lost my job in ******* due to COVID-19 and relocated back to *******. In Oct /2022 I brought my vehicle to Elmhurst Toyota into their service **** and I talked to a service writer and who referred me to the service manager and who took pictures of my vehicle he also took a copy of the *************** about one month I received a call back from the service manager and he stated that we never had a total repaint before and ****** refused to repaint my vehicle. I have attached pictures and a copy of the ***************. Toyota is the one who selected the body shop that painted my vehicle and the paint is cracking and peeling again this is no way for Toyota to refuse to fix the issue that they recalled in the first place

  Business Response

  Date: 04/17/2023

  Mr. ************;brought his vehicle in for an inspection for paint peeling, We contacted Toyota  ******* ************* ****** rep reviewed vehicle pictures. The special policy adjustment (from Toyota Motor Sales) was already completed by a dealer if *******. Once a campaign is completed, we can no longer perform "additional Repairs". This is a Toyota Motor sales issue, not an Elmhurst Toyota issue. If ****************** has issues with the paintwork work performed in ******* he should take that up with the body shop in *******, or the dealership in ******* and recommended this body shop. ****************** has never brought his vehicle to our dealership, except to complain about paint. We have no history on this vehicle. 

  Sincerely,

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

  Parts and Service Director

  ******* Elmhurst Toyota

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19942857
  
  I am rejecting this response because:
  This is a very unfortunate situation I am disappointed with Toyota and Elmhurst Toyota I will be contacting the *********************** on this matter.
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/20/2023

  I'm sorry your disappointed, maybe you should contact the people how actually performed the repair on your vehicle. unfortunately it is not our dealerships responsibility to help you with a vehicle we did not paint nor did we suggest a body shop ...and WE have never seen for service. This car or you as a customer have never been here. again your issue is with the dealership in ******* not with **. and we are a franchised Toyota dealer. Toyota motor sales does not own this dealership. best,  ************************* Parts and Service Director ******* Elmhurst Toyota.     

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19942857
  
  I am rejecting this response because:
  Im very disappointed with my experience with the Toyota company and that will not help me. And its all about money and not doing anything to help out a senior like my self. I will be contacting the *********************** about this incident. Toyota has lost a customer over this.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I gave a deposit to this Car dealership and after 7 months, there is no car as well they don't want to return money. They just use shady contracts in order to steel money.They promised to deliver car in 4 to 6 months last year, other dilerships were

  Business Response

  Date: 03/23/2023

  Dear *****, Sir

  Customer did sign contract with nonrefundable deposit. We are still trying to secure vehicle for buyer. This deposit is not refundable, but that doesn't mean customer can't use it on any other future vehicle. With any questions, please contact me directly @ ***********

   

  ***********************;

  GSM

  ******* Elmhurst Toyota

• Initial Complaint

  Date:02/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the dealership for a regular maintenance appointment/oil change for my 2018 Toyota Yaris IA 02/10/2023. I was advised that the caps on my tire stem for the rear right tire was stuck, and was told it needed to be replaced. I declined the repair since i knew i would be able to remove the cap on my own when need be, and was also told the repair would take longer than 20 minutes which the service advisor was not willing to wait. As i left the parking lot to the dealership my tire light appeared on the dashboard of my vehicle. Today,01/14/2023, i saw my rear right tire was completely flat and needed air. I was able to apply WD-40 on the cap and it was able to twist off very easily. I noticed there was hissing sounds coming from the stem of the tire, and i remembered the service advisor *********************** stated the cap was, and i quote, stuck to the stem. ***** advised the mechanic was not able to remove the cap, therefor it needed to be replaced. I then returned to the dealership today, 01/14/2023, and discussed the matter with the same Advisor, ***********************, and was told they would look at the tire. I waited in the lobby, and was then advised by same advisor that the stem on the tire was torn and needed to be replaced. ***** also advised that the tire was torn from the rim sitting on the tire as well. The advisor then proceeded to inform me of the charges for the repairs, which i did not agree with since i did not cause the damages. I advised that i would like to speak with a manager considering my tires were just recently purchased prior to this winter season. The service advisor then laughed and stated he will take me to his manager, and escorted me to his office. ***************************, the service manager, was made aware of the situation by the service advisor ***********************, but i continued to advise of the situation with more details. ***** was very aggressive and persisted that the damage to my tire was my wrong doing, and refused to assist me accordingly. I then offered to show my receipt for the new tires i purchased within the year, he declined. I continued to advise him that the damage to my tire was due to the negligence of his employees whom allowed me to leave the dealership knowingly that the tire stem was damaged from attempting to remove the cap on the stem but labeled it as needing to be repaired since the cap was stuck. ***** then threatened me to leave or he would throw me out of the dealership and was extremely combative during the entire discussion. He then began to take a step closer to me and laughed and continued to threaten me after questioning his threat infront of his employees in the service department. At which point, i felt completely unsafe and uncomfortable and began to ask for his superiors information and he refused to do so and laughed stating he did not have anyone above him. He gave me his business card and had a ****** retrieve my vehicle from the mechanics unit and i went in my car from feeling completely unsafe. I do not agree with his lack of professionalism and danger to the work environment. He willingly threatened a customer which is very concerning on what he would say to his employees. Please reach out to me with any other questions or concerns you may have, thank you. Contact # ************ Email : *******************

  Business Response

  Date: 02/16/2023

  Tell us why here...Hello,
  In response to the BBB ID of ********. On February 10, 2023,we performed an oil change and a multipoint inspection on ********************* 2018 Yaris VIN ***************** with ****** miles. ****** the multi-point inspection,we advised ****************** that we were not able to remove the valve stem cap on the right rear wheel and that the valve stem was leaking air when you move it (see attached repair order # ****** tech notes). We advised ****************** to replace valve stem in person (F2F face to face) at 5:34 pm she declined replacement. We adjusted the tire pressure in all but the right rear tire because we could not get the cap off without damaging the valve stem. We documented the declined valve stem on the repair order.
              On February 14, 2023, ****************** again brought her vehicle in for service with the right rear tire leaking air. See attached repair order # ****** We inspected the valve stem, and it was pretty chewed up (by whoever removed it not us) and the valve had a new plastic valve cap installed. The car had been driven for 420 miles low on air and the right rear tire was damaged. A heat ring had formed due to the tire being driven with low tire pressure. The tire now needs to be replaced along with the already diagnosed leaking valve stem. ****************** spoke to *********************** our service advisor and was not happy with his answers. ****************** then spoke to *************************** our service manager ***** investigated her concern and found us not to be negligent in any way but offered ****************** the valve stem part and compensation if she pays for the tire replacement. She declined and ****************** was the one getting aggressive and loud in our service drive. ***** asked ****************** to keep her voice down and she refused. ***** then asked her to leave, she refused. ***** then told her that if she would not leave, we would have her removed (by the Elmhurst Police). Eventually she left.
              ****************** could have avoided all this mess if she would have just replaced the leaking valve stem when we told her to. She declined the repair and ****************** need to be responsible for her own actions.
  
  Sincerely,
  
  
  *************************
  Parts and Service Director
  Elmhurst Toyota

  i was unable to attach copies of repair order because "file was to big" 

• Initial Complaint

  Date:12/10/2022

  Type:Delivery 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 ordered the wrong part. I requested a refund. They refused stating that "special order" items are not refundable. I did not see such language on their website. The part is in the exact same new condition as when it arrived. I would like assistance on receiving a refund.

  Business Response

  Date: 12/13/2022

  Hello,

  I have attached our return policy that is posted on our website. I have called ******************** and left him a voicemail, at 12:15 pm Tuesday December 13, he has yet to return my call. it is my understanding that ******************** installed the horn we sent him which would negate his ability to return part. also our posted return policy states most electrical parts are not returnable. this part is not returnable for the two reason I have stated. Sincerely ************************* Parts and Service Director Elmhurst Toyota.