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:04/28/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I came into the dealership to receive a coolant flush and an A/C ************** After nearly 3 hours of waiting the technician sales *** came back and said that placed Freon and dye in my system but the compressor would not come on, I asked why didnt they check to make sure the compressor worked prior to placing $290 dollars worth of Freon in my vehicle and he said well you still have to pay for the tech time. I was absolutely furious as I been going to this dealership for service for well over 7 years and never had this happen to me. I was ripped off and did not get the service I was suppose to receive. I want a full refund as what is the point of placing Freon in my behind without checking the A/C compressor first as I had a bit of Freon in it so it should had been aware prior to placing Freon if it was worth placing Freon in it.

  

  Business Response

  Date: 05/27/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience this experience caused. At Oakbrook Toyota, we value long-standing customers like yourself and take concerns like this very seriously.
  
  On May 20th, our Service Manager, *** *****, spoke directly with you to discuss your concerns regarding the A/C service performed. While our technician did follow standard diagnostic proceduresincluding adding dye and Freon to the system to identify any potential leaksit is clear there was a misunderstanding about the condition of the A/C compressor and the steps taken during the process.
  
  In recognition of your loyalty and the miscommunication, Oakbrook Toyota has agreed to credit $307.00 toward the cost of your A/C compressor repair. We understand that you are scheduled to return for service on Tuesday, May 27th, and we look forward to resolving this issue to your satisfaction.
  
  We truly appreciate your continued trust in Oakbrook Toyota and are committed to making this right.

  Thank you,
  ******* ****

  HR Director

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

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my 2025 **** from this dealer and one of the options on the car was a wheel lock. However, during the delivery of the car, our car salesperson did not discuss the whereabout of the wheel lock key.I have search every inch of the entire car including the basin of where the spare tire is located and we could not find the wheel lock key.I have left multiple voicemail and text messages with the salesperson with absolutely ZERO response back.I have also called the dealership directly, to which i just routed my call to the salesperson's voicemail.I have also chatted with their online *** and they said they will escalate the ******** is now been over 3 weeks since my initial complaint and i have received ABSOLUTELY ZERO responses from anyone!

  

  Business Response

  Date: 04/16/2025

  Thank you for reaching out, and I sincerely apologize for the lack of communication and the frustration this situation has caused you. Your experience is very important to us, and we appreciate you bringing this to our attention.
  
  Our salesperson did attempt to contact you by phone today, but was unfortunately unable to reach you.
  
  To help resolve this as quickly as possible, we kindly ask that you bring your vehicle back to the dealership at your earliest convenience. We will thoroughly inspect the vehicle to locate the wheel lock key. If we are unable to find it, we will replace the key for you at no charge.
  
  Again, we truly apologize for the inconvenience and delay. Please let us know a day and time that works best for you, and we will make sure our team is ready to assist you as soon as you arrive.

  Thank you,

  ******* ****

  HR Director

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

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23191949
  
  I am rejecting this response because:
  i spoke with the salesperson and he said to bring in my vehicle.  At that point, if they are unable to locate the key, they will have to cut the lock and replace it with a new lock.  That is simply unacceptable.  This is a brand new car and i flatly refused for you guys to cut the wheel lock out and replacing it with a another.

  Surely you guys must have some other alternatives instead of cutting away the lock and the stud.  I am 100% positive that there are customers who have lost their key and you guys replaced it with a brand new key without cutting away the lock and the stud.

  Secondly, it is your lack of due diligent to inspect to ensure the key is in the car during delivery.  I am simply refusing to drive ***** miles to your location.

  The best and easiest solution is to order a new key and ship it to my home.  Simple as that!!

  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:02/07/2025

  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.

  Dear Better Business Bureau,I am filing a formal complaint regarding my vehicle purchase on August 10, 2024, involving a 2019 Toyota RAV4. After reviewing my loan agreement, I discovered that Toyota added the following charges without my authorization:GAP Insurance: $1,199 Extended Warranty: $4,000 Rust Protection Package: $1,395 Total Unauthorized Charges: $6,594 I promptly contacted Toyota to cancel these unauthorized add-ons and request a refund. However, my repeated attempts to resolve this issue have been ignored, and the dealership has failed to respond.Additionally, I was charged $39,742.19 for a vehicle that was advertised at $30,200, raising concerns of deceptive pricing and potential consumer fraud.I am seeking assistance in obtaining a $6,594 refund sent to ***************, or preferably, the option to return the vehicle due to the significant discrepancy in the advertised versus actual price.I appreciate your prompt attention to this matter and request guidance on the next steps to resolve this issue.

  

  Business Response

  Date: 02/13/2025

  I apologize that you have not been able to get in touch with our finance department. To cancel your warranty, please visit ********************************************* and complete the basic warranty cancellation request.
  
  If you have any questions or need further assistance, please feel free to reach out to our General Manager, **** ****, at ************ or ************************************************.
  
  Thank you, and please let us know if we can assist you further.

  Thank you,
  ******* ****

  HR Director

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

• Initial Complaint

  Date:12/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need to cancel my ***************** my ******************************** and my Toyota *************** agreement. The dealership has processed my documents incorrectly by stating the wrong bank on the agreement documents. This has caused severe delay in attempting to cancel these warranties over the phone and online. They are refusing to respond to phone calls and requests to return calls. Their finance department is ignoring me and intent on making me stuck with these warranties. I had driven down to the dealership on the 13th to be told to cancel these things online. To cancel my Toyota *************** agreement, I was not able to cancel online through their online web portal because they could not find my policy. I have a clear agreement and was charged on my loan for the service agreement. This is probably due to the incorrect filing of documents at my dealership. When calling them, they had to manually input the contract into their system to reflect properly. This was on the 20th. I called again on the 27th after being unable to cancel and they told me it might take a few more days. The number for Smart Drive was not able to help me cancel because their department was supposedly for heavy vehicles and not mine. When I called AGGAP Guardian to cancel my ************** they told me the dealership had to send in a cancellation to get me refunded. This should have been resolved on the 13th when I drove into the dealership but they did not properly assist me. The dealership finance department is unreachable and has ignored my requests for followup. On top of all this the salesman who originally sold me the car has texted me sarcastic comments about the survey I left him in regards to the dealership service which is incredibly unprofessional.

  

  Business Response

  Date: 01/23/2025

  I wanted to inform you that the products requested by Mr. **** have been FLAT cancelled. On the form, Mr. **** listed **************** as his lender, but upon verification, it has been confirmed that his lender is TFS.

  I have issued a check to TFS for the full amount of the products Mr. **** requested to be cancelled. All cancellations have been processed to the original date of 12/6/24, and the corresponding funds have been refunded to TFS accordingly.
  

  Please find the relevant documentation attached.

  Thank you,

  ******* ****

  HR Director

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

  Customer Answer

  Date: 01/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  I will note that the original form for cancelling said products was filled incorrectly from me due to the DEALERSHIP providing the wrong information on the forms they gave me when purchasing the car.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2017 Toyota 4Runner on October 9, 2023 for cash. Paying for the vehicle in whole. Since October I have never received my title for the 4 Runner. I have went in person and called and talked to several people at Oakbrook Toyota to find out what the issue is. It is still not resolved and plates will expire soon leaving me without recourse.

  

  Business Response

  Date: 08/19/2024

  I want to sincerely apologize for the delay in receiving your vehicle title. Oakbrook Toyota sent your license and title paperwork to the Secretary of State on November 7, 2023. However, we were not informed until June 20, 2024, that the title was placed in error control at the Secretary of States office.
  
  Please rest assured that we are actively working with the State to expedite the processing of your title. We understand how important this is and are doing everything possible to resolve the issue as quickly as we can.
  
  Thank you for your patience and understanding in this matter. If you have any questions or need further assistance, please feel free to contact us.

  Thank you,

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

  HR Director

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

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22134232
  
  I am rejecting this response because: I had to bring this to Oakbrook Toyota's attention by going in person and informing them that I had not received the title on June 20th. 
  

  Until I receive the title this case should not be closed.

  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/02/2024

  I want to sincerely apologize for the delay in receiving your vehicle title. Oakbrook Toyota sent your license and title paperwork to the Secretary of State on November 7, 2023. However, we were not informed until June 20, 2024, that the title was placed in error control at the Secretary of States office.
  
  Please rest assured that we are actively working with the State to expedite the processing of your title. We understand how important this is and are doing everything possible to resolve the issue as quickly as we can.
  
  Thank you for your patience and understanding in this matter. If you have any questions or need further assistance, please feel free to contact us.
  
  Thank you,
  
  ***********************
  HR Director
  ****************************

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22134232
  
  I am rejecting this response because: I still have not received my title! Today is September 5th, 2024. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/01/2024

  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.

  On September 1 2023, I purchased a 2013 Toyota RAV4 (VIN #*****************) from Oakbrook Toyota in Westmont IL. The car had approximately ****** miles on it. The original price of the car was $16,995. I ended up paying $23,160, as the individual that sold me the car added over $4500 in extended warranties, etc. At the time I was sold the car, I was told there was only one owner. I was also shown a five page printout of the regular maintenance done to the car at Oakbrook Toyota. The saleman assured me the car was winterized and in great shape. The day after I bought the car the front tire went flat and I had to replace it at a tire shop by my house. The next week I took the car in because the rear brakes were making a loud squeaking noise. I was told the rear brakes had been replaced not by Oakbrook Toyota, and whoever replaced the brakes did not use Toyota parts, so I was out of luck with Oakbrook Toyota fixing the noise. A few months later I had to buy a new battery as the car kept stalling. In January 2024, I brought the car in to Oakbrook Toyota because it had been leaking some sort of fluid. The check engine light was not on, nor was any other light on which would indicate a problem. Oakbrook Toyota ran a diagnostic test and told me nothing was wrong.In May 2024 I brought the car in again because the transmission was slipping. Apparently the original transmission had been replaced, but not by Oakbrook Toyota and whoever replaced it did not use Toyota approved parts. At first I was told the cost of the new transmission would be covered, then I was I would have to pay for labor but they would not charge me full price for parts, and finally I was told that I had to pay the entire $8000 for a new transmission.The last week of June 2024 I tried to contact the Used Car Manager Masha several times. He does not answer his phone and his voicemail box is full. Oakbrook Toyota needs to pay for a new transmission for my car as they knew they sold me a lemon.

  

  Business Response

  Date: 07/11/2024

  I want to apologize for any inconvenience you have encountered. Oakbrook Toyota currently has your car in for service, and we have been test driving it to replicate the concern you mentioned. Unfortunately, we have not been able to duplicate the issue thus far.
  
  Please be assured that we are working closely with the insurance company to resolve this matter as quickly as possible. We understand how important your vehicle is to you, and we appreciate your patience during this process.
  
  We will keep you updated on any progress and notify you as soon as we have more information.
  
  Thank you for your understanding and continued trust in Oakbrook Toyota.

  Thank you,
  ***********************

  HR Director

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

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21925509
  
  I am rejecting this response because: I WAS TOLD BY THEIR SERVICE DEPARTMENT THE *** NEEDS A NEW TRANSMISSION. I do not accept that they are stating they cannot recreate the issue. 
  

  Three weeks ago I was told by ***** in the ****************** that my car needed a new transmission. Obviously the service department saw exactly what the problem was at that time which is the car needed a new transmission. The warranty that OakBrook Toyota forced me to purchase at the time I bought the car does not cover anything. I would have to pay $8000. On Tuesday July 9 2024 at 9:20am, ***** from Service and his manager called me and said they would be talking to someone at the company holding the extended warranty on my car. *****'s manager said he would get back to me the week of July 15th. No
   Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/02/2024

  I apologize for any inconvenience.  ********************** was able to work with the warranty company and transmission is getting replaced under warranty.  If you have any questions, please reach out to our Service Manager, *****************, at ************.

  Thank you,

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

  HR Director

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

  Customer Answer

  Date: 08/05/2024

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

• Initial Complaint

  Date:04/03/2024

  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.

  I (********) purchased a 2012 Toyota Corolla (VIN # 2TBU4EE6CC917432) on 03-30-2024 for $9,900 at Oakbrook Toyota (Rohr-Mont Motors, Inc., ******************************************* Westmont, ** *****) and the finance/business manager tacked on or added $5000 worth of options (total amount financed excluding finance charge totalled $14,832.67) which included RECOVR VEHICLE LOCATION AND THEFT RECOVERY DEVICE for $524, AUTOGUARD PLUS SERVICE CONTRACT (Extended Warranty) for $2,380 and SMART *********** PROTECTION for $995, without my prior approval. He tricked me into signing electronically without showing me first the documentation and the prices of the options that he added. I think this practice and the sale of the vehicle was fraudulent. The sale happened on a Saturday (03-30-2024) and the following Monday (04-01-2024) I called him (sales and finance manager) and the finance manager refused to remove and cancel the options that he added and to recalculate my financing and monthly payments. Instead, he referred me to banyansmart.com/cancel website to cancel the added options. When I went to the website and filled the forms on 04-01-2024, the website did not have or listed two of the options that I listed above, only the service contract was listed on the website's form. Also, they only gave me one car fob key without any spare fob keys.

• Initial Complaint

  Date:02/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am hoping that you can provide some sort of relief and assistance in the following matter. Oakbrook Toyota(550 ****************, Westmont, ** *****) sold me a 2016 Toyota Sienna with a vin of "*****************" in July of 2022. During the purchasing negations, an inquiry was made whether or not this vehicle had ever been in a crash. We were told it had not been by the sales manager ***** and were given a CARFAX report by the seller, Oakbrook Toyota. The Carfax stated that no collisions have been reported against the vehicle. Based on the vehicle condition, and trust in the Toyota brand, I purchased the aforementioned vehicle and a "Toyota" extended warranty to cover any non maintenance issues with the vehicle.Since purchasing this vehicle, I have experienced the repeated issue of the vehicle not starting. These ignition failures are random and have happened despite, the vehicle being driven around for several hours prior to an almost immediate restart. The vehicle has been brought, under my ownership, to ******** Toyota ************** for electrical issues on 05/05/23, 08/29/23 and 02/13/24 and currently sits at Oakbrook Toyota **************. I have been informed that Oakbrook Toyota has been unable to diagnosis what is causing the issue, despite having it for a week however, ******** Toyota had a different response. ******** Toyota serviced the vehicle on 2/13/24 and was able to diagnosis the issue which, I informed Oakbrook Toyota. I was advised by ******** Toyota Service that a non OEM motion sensor camera had been installed and that my warranty would not cover any diagnosis or repair work. The motion sensor camera can not be removed because it disables safety features. The camera is taking a high draw while the vehicle is off. This was all documented by ******** Toyota in my invoice. I was required to pay $89.95 for examining my vehicle. I was advised to remedy the non OEM camera the cost would start at $300.00 to determine how it was spliced into the electrical system. ******** Toyota ************** further related that just prior to the purchase(two weeks) of my vehicle OakBrook Toyota had a Windshield installed, new rocker panel, repaired the lift gate, repaired the vehicle name plate and the rear hatch by a sublet vendor "Collision *************** Repair". Under the request of Oakbrook Toyota, "Dent Wizard" repaired dents on the vehicle and the wheels. I brought this up with Oakbrook Toyota Sales and they acknowledged that this information is true and accurate. This information is located in the Toyota service history(R.O. number *******, ****** and ****** ). Oakbrook Toyota admits that it went for crash repair while in their possession just before my purchase. This is the exact opposite of what I was told about the history of my vehicle and what was documented in the Carfax given by Oakbrook Toyota even to this date, as ***** checked to see if the Carfax had been updated since my purchase. This type of business practice is Fraud. Additionally, The sale of a warranty that they knew, I couldn't use on a vehicle with aftermarket parts is also Fraud.The reason I purchased a Toyota from a Toyota dealer is because I wanted to be able to trust that the vehicle would be safe for my family. This vehicle is not safe to drive in this condition as it can leave my wife and small children stranded in the cold weather season of *******. I am disappointed at the slow roll efforts made to right this wrong by OakBrook Toyota. I would have never purchased a vehicle knowing that it had been in a major crash. I want to reach a resolution in this matter that are acceptable to both parties. I have been informed by OakBrook Toyota that they can not figure out what is wrong with my vehicle. Essentially, they are unable to diagnosis and repair a vehicle under a Toyota warranty that they sold. Furthermore, I should not be on the hook for accepting the diminished value of a vehicle that was bought in good faith when the Toyota Dealer concealed information on the vehicle crash history.I am asking to be reimbursed for the market price of my vehicle at the time of sale or a substitute vehicle being a Sienna or Grand Highlander with at least: the same trim line, year, condition and comparable mileage of my vehicle preferably with the same color but definitely not black. I should also be able to transfer my extended warranty to this vehicle. I want to stay a Toyota customer but, this predicament has cost me time, money and stress. Further below I have included notes of other relevant service history under my ownership documenting the shoddy repair authorized and paid for by the Toyota dealer. I have already filed a report with the ******** *********************** for Fraud. Next, I will file a compliant with the BBB and file reviews on social media outlets advising consumers of what happened and to avoid this from happening to them. I will contact local news and see if this qualifies as one of their I team fix it reports. If need be I will retain an attorney and pursue civil and criminal legal action. I honestly hope that this is corrected and moved to a resolution after you read this email and look into the matter for yourself. Please contact me via email or by phone with any questions or thoughts on this matter. I appreciate your time and attention in this matter.

  

  Business Response

  Date: 03/20/2024

  ***** we apologize you were not happy with Oakbrook Toyota.  It is my understanding that you did work the *****************, General Manager and he was able to trade your vehicle in and you purchased a new 2024 Grand Highlander.  If you are not satisfied with your experience, please reach out to me so we can rectify. 

  Thank you,
  ***********************

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

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

  Customer Answer

  Date: 03/28/2024

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

• Initial Complaint

  Date:08/10/2023

  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 have just spoken with the service manager at Toyota of Oakbrook, and the news is horrible.I am soooo upset with Toyota it is ridiculous that after almost a total of a month that your service department has had my car, I had taken it to the service department at Toyota on Western for a week and still the problem wasn't solved they told me it was a gasket some ****, and it wasn't fixed. Then at good ole Oakbrook Toyota that has had my car a good three weeks off and on. Now they are quoting me a $4600 repair cost on a car I bought from them brand new only has ****** plus miles (over your warranty) my car has been well kept by them. They are saying now at that I have two failing fuel injectors!! But in the beginning it was a gasket -- now you want to squeeze $4600 to fix two failing fuel injectors that is causing a PARK BRAKE MALFUNCTION!! Sounds like no one knows what they are doing!! And you want me to pay $4600 on repairs to a car that doesn't even have a ******* miles!!! That is a new car or a new engine!!!The world will know that Toyota sucks!!! I don't have $4600 to pull out of my hat!!!This is unacceptable!!!

  

  Business Response

  Date: 09/12/2023

  Customer brought vehicle initially to ********************************************* on July 20, 2023 at ****** miles with a check engine light on.  Customer previously had vehicle at ********************** on Western for the same concern the week of July 3, 2023 - per Toyota **************** History. Had code P030400 for Cylinder 4 Misfire, they performed an ICS update and the codes went away and the customer picked up the vehicle.

  Once at Oakbrook Toyota, the customer was provided with a diagnosis at no charge, generally starting at $175.00, as well as a Rental Vehicle, normally $41.00 per day, at no charge in order to allow time to complete the diagnostic.  The technician found codes P030027 and P030400 active on the vehicle.  Through research he found ***************** Bulletin 0071-18 to reprogram the *** and was covered under the factory emissions warranty.  The vehicle was test driven after repair and misfire code did not return.  Customer then picked up vehicle.

  Customer returned on July 27, 2023 at ****** miles with check engine light on.  Customer was again provided with a rental vehicle at no charge to allow further diagnosis on the issue.  After several days of driving the vehicle, performing multiple different diagnostic tests, checking fuel quality, spark plus quality and ignition coils all in an effort to try and duplicate the customer's concern.  The random misfire only occurred after the vehicle was left untouched during closed business hours over the weekend.  When the technician returned and took the vehicle for another rest drive with scan tool attached giving readouts of current status of vehicle components, technician was able to finally duplicate intermittent concern of showing a cylinder misfire sown in freeze frame data on scan tool, however, at that time no trouble codes were present.  The technician recommended to remove the engine components to gain access to the fuel injectors of the vehicle in order to switch fuel injector to different cylinder and see if the misfire happens on different cylinder.  The was approved by the customer.  Upon tear down, the technician noticed the gaskets leaking on the injectors and replaced them.  These gaskets are non-reusable and effect the fuel system and are always replaced when the injectors are torn down.

  With the new gaskets installed, the technician found failure in one of the injectors and intermittent failure in another, causing the intermittent problem of the random and cylinder 4 misfires.  The technician recommended to replace all four injectors since two were already faulty, and there would be no telling if or when the others would go, in hopes of saving the customer trouble down the line.  After the technician sent the quote the Advisor for the repair, they reached out to the Warranty Administrator to verify any warranty coverage for this item.  The response was that the fuel injectors and related repairs are only covered under the comprehensive new vehicle warranty that expires three years or ****** miles from the date of first use.  The quote was sent to the customer via the customer portal and was advised by text message to review the quote; and that only two of the injectors were currently faulty so if they only wanted to replace the current faulty parts the quote would be reduced by $1,200.00.  At which time the customer called and expressed their frustration and told the advisor they would speak to their spouse and let him know how to proceed.  No further communication has been had at this time and the vehicle remains at Oakbrook Toyota and the customer still in the dealership's rental.

  Any questions, please reach out to Service Director, *****************, at ************.

  Thank you,
  *****************;
  Service Director

• Initial Complaint

  Date:06/24/2023

  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.

  In march of 2023 I purchased a certified used vehicle from this dealership, a 2020 Toyota tundra to be exact. The overall purchasing experience at this particular Toyota dealership was a horrible one. The salesmen was unfamiliar with the the product he was selling, I didnt receive proper documentation of the sale until three days after the purchase. (According to corporate Toyota I was supposed to receive a flash drive with all the sales information on it), I have yet to to receive this particular flash drive. They also tried to sell a remote start but the vehicle was already equipped with one. But my real issue was with the sales manager Mr. ****************** ************** in writing he promised two things one was to order an extra key fob because they had lost one, and the other was to fix a chip in the windshield. When I came in to pick up my vehicle for these services it was to my surprise that the windshield had not yet been fixed in fact it looked worst.. I asked the service manager about it and he stated that the chip on the windshield had already been filled prior to my purchase the only other thing that could be done would be to replace the windshield and in order for them to do that it would have to be orders from the sales department. As I went up to the sales floor I saw ************** and proceeded to ask him about the windshield, and in an aggressive matter he started before I answer your question let me ask you something why did you give *********** a negative review, Because you just cost him $2000.00. I explain why, because for three days I had to chase him down for the sales documents, I had just spent over $50k on a vehicle and I wasnt even shown how to operate the radio or any other features the vehicle may have had, they attempted to sell me a remote start which the vehicle was already equipped with, so no I didnt think his salesman (*********************************** ) did a good job. ************** then said theres nothing I can do about the windshield.

  

  Business Response

  Date: 08/02/2023

  On Saturday, March 18, 2023, ******************************* purchased a 2020 Toyota Tundra at Oakbrook Toyota.  A customer satisfaction document was signed by both the customer and the manager for one key cut/programming and the repair of the windshield.  **** services were done with the approval of the Used Car Manager. Please see attached customer satisfaction form.