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Oxmoor ToyotaComplaints
Customer Complaints Summary
- 12 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
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Initial Complaint
Date:06/12/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My 2019 Toyota Highlander loses power and dies at any given moment. I could he driving at highway speeds going 70+mph and the car will die or I could be in stop and go traffic and it dies. I've had my car taken to the dealer, Oxmoor Toyota 3 times in last 30 days. I just spent over $1500 on a censor along with diagnostic tests and I am still having the same issue that I have no choice but to bring back to Toyota for the 4th time because the car is putting my life and other driver's lives in danger.
This is also my only mode of transportation and every time they have had my vehicle they have kept it for longer periods of time "to fix the problem". But after only a couple days the same issue happens again.Business Response
Date: 06/18/2025
To Whom It May Concern:
We appreciate the opportunity to respond to this matter. After an extensive and time-consuming diagnostic process performed by our Master Diagnostic Technician, it was determined that the vehicle had an aftermarket fuel pump installed. This non-OEM component was the root cause of intermittent fuel pressure loss, which led to the engine stalling and diagnostic trouble codes being set.
Unfortunately, this critical detail was not disclosed to our team at the outset, which contributed to the extended time and effort required to accurately diagnose the problem. Once identified, we communicated our findings to the customer and completed the necessary repairs at no additional charge as a gesture of goodwill.
We are pleased to report that the customer expressed satisfaction with the final outcome and the performance of their vehicle post-repair. We remain committed to transparency, thorough diagnostics, and exceptional service for all our clients. Thank you for allowing us to address and clarify this situation.
Sincerely ******* ***** *******
Service Director
Initial Complaint
Date:05/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a used truck in June from Oxmoor Toyota from **** ******* when I looked at it, I noticed it needed a cawl vent to stop water from getting in. **** said he would make a note of it to get replaced. He I have been calling. Everyone from sales manager to service manager to get it replaced. They never get back with me put me off. Now the truck is leaking water messed up my a.c. They will not give me a loaner or rental. It’s getting old and tiring.Business Response
Date: 05/13/2025
Please see attached.Customer Answer
Date: 05/13/2025
Complaint: ********
I am rejecting this response because:
The ac is not working properly because of the cawl leaking. I want my truck fixed that you owe.
Sincerely,
******** ****Business Response
Date: 05/19/2025
Re: ******** **** #******** Dear *** ****** We appreciate the opportunity to respond again to *** ****** complaint. We want to assure the BBB and *** **** that we are actively engaged in addressing his concerns and are currently working directly with him toward a resolution. We remain committed to providing a satisfactory outcome and maintaining a high standard of customer service. Thank you for allowing us the opportunity to continue working on this matter.Initial Complaint
Date:11/05/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased Toyota high lander 2024, in August 2023, after one year, all of sudden all the main screens disappeared, I can’t use GPS or anything on it, I called the company they said I have to pay for it 15$ a month or I have to use apple car. No one told me that I had to buy the gps service after one year.Business Response
Date: 11/18/2024
Re: **** ** ***** *** * ********
Dear *** *******
Thank you for bringing *** **** ** ******* concern to our attention. At Oxmoor Toyota, we truly value our customers and strive to provide them with the highest level of service. We appreciate the opportunity to address this matter.
First and foremost, we sincerely apologize for any inconvenience *** ** ***** may have experienced. We understand the importance of customer satisfaction and regret that his experience did not meet his expectations.
After reviewing the matter, we must clarify that the process in question is determined by Toyota Motor Company 's policies and procedures. As a dealership, Oxmoor
Toyota is required to follow these guidelines and, unfortunately , we do not have the authority to make changes to them.
That being said, we remain committed to assisting *** ** ***** in any way we can within the framework of Toyota 's policies. Ifthere are specific aspects of his experience that we can address or clarify further, we would be more than happy to do so.
Once again, we appreciate *** ** ***** ** business and patience , as well as the BBB's role in facilitating this communication. Please do not hesitate to reach out if additional information is needed or if we can assist further in resolving this matter.
Initial Complaint
Date:05/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a used RAV4 from their lot, there was a strong chemical smell that you could smell inside and outside of the car. ****** the salesman said it was the cleaner used and it would fade. I shampooed the car the first day j had it and the third. It didn’t help. Smelled of moth balls and rotting meat. Smell will not come off of my gear that was in the car and my leather wallet and purse. Took my car in and they kept the car for 11 days trying to get rid of the smell. Picked it up today and there is still a strong smell said they have done everything possible. The manager said he could not guarantee the smell wouldn’t come back and my best bet was to buy a different car from them. They were trying to up sell a car that almost 10 thousand more than my car! And there isn’t anything else they can do. I was lied to. I can not drive a car that reeks. It makes me smell. It’s embrassing. It’s affecting my mental health and also my physical health. Triggering my ****** *** ********** They sold me a car that is causing health issues.Business Response
Date: 06/10/2024
*** ******* please see attached.
Thanks,
***** *****
Executive Assistant
8001 Shelbyville Road
Louisville, KY 40222
***** ********
***** ******** ***Initial Complaint
Date:01/16/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My husband, **** ***** ***** bought a four runner from Oxmoor Toyota in August 2023. He had traded in my car, a Santa Cruz. Oxmoor Toyota never paid off the car to Hyundai motor finance, thus my credit was hit because they said I missed 2 months of car payments - dropping it 90 points even though the santa cruz was no longer my car and I was no longer making payments on it. I would just like a correction to my credit report. We have called oxmoor toyota about this and has not received a call back.Business Response
Date: 01/16/2024
Is there anyway I could get a Serial Number on the 4Runner that was purchased from our dealership to help locate this customer?
****** ******
Controller
Business Response
Date: 01/19/2024
Please see attached.
Thanks,
***** *****
Executive Assistant
Initial Complaint
Date:07/24/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a used 2020 Toyota Camry se on March 23 2023 from Oxmoor Toyota in Louisville ky. I recently became aware that I was made to believe I had to take out gap insurance when my current insurance company already provided it, was also made to believe my monthly loan payment would increase if I chose to wave the gap coverage. I was also stuck with purchasing warranty coverage that added around $4000 to my car loan and was the reason I was denied by the 8 inquiries that was made on my credit report that was ultimately denied do to the loan request amount, being so upside down compared to the real value of the car, and for which was all the unneeded extra warranties the loan manager highly insisted I agree to, in when in the end, it only added 1000’s to my loan that was being requested making it unlikely to get approved for. After making me believe it was my credit score that was the issue with me getting approved for the loan, when I had a credit score that was 100% good enough to get approved, they said my only option was to get financed thru Toyota. The salesman and loan manager knew I needed a car immediately due to the trouble I was having out of my 2013 Ford Escape and took full advantage of my situation causing damaging marks on my credit report I never had before. The car had been gone over and had many scratches and blemishes covered up that later was revealed after washing my car multiple time by had at home. Was told the car was in a minor fender bender after they already ran my credit which was more reasons way the lenders they ran my credit thru would not approve the loan. I am currently in the process of having a attorney looking over the ridiculous loan contract agreement I was given, he will be contacting Toyota to get the original copy of the terms of agreement cause he is saying for certain I sold a lemon and by doing so ran my credit 8 times in hopes the loan agency would approve when all it did was hurt my credit score even worse.Business Response
Date: 07/26/2023
***** ***** ** ***** ****************************
Date: Wed, Jul 26, 2023 at 10:37 AM
Subject: ****** ****** *********
*** ******************** **********************Please see attached.
***** *****
Executive Assistant
8001 Shelbyville Road
Louisville, KY 40222
***** ********
***** ******** ***Initial Complaint
Date:05/22/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a new 2023 Toyota Camry on Dec 30,2023. We were only given one fob with the promise to receive one as soon as the manufacturer sends them out. After months, I called and was told it would probably be the first part of April. It is now almost June and still no word so I called and was told they still were not in. This presents an inconvenience since the car is driven by two people. I think they should offer to contact the Toyota company and try to get me one. Resolution would be to have my promised fob which should have been with the car on the day we purchased it. We were not told ahead of the time we drove off that they only had one fob available. How are they continuing to have cars sold daily with only one fob? Perhaps they could give me one of those other Camry fobs from their new inventory and reprogram it. As it is, it looks like I will never receive the second fob for my car. I shouldn’t be expected to only have one fob for two drivers! Thank you.Business Response
Date: 05/26/2023
Please see attached.Customer Answer
Date: 05/26/2023
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. I do not like it, but apparently Oxmoor Toyota can’t do anything about the situation. I was hoping they could contact Toyota (the manufacturer) to request new fobs. Hopefully, they will contact me in August when the fob is due in. They didn’t tell me about not having them until I asked just prior to driving out the day of sale. They owe it to me to keep me up to date on the situation.Initial Complaint
Date:03/17/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a new truck and the dealer required a flashing break light upgrade on the vehicle. The upgrade was $500 and I did not want to have it installed. I was charged for the upgrade, but it was never put on. I think I should be refunded for the upgrade as I never wanted it to begin with. I feel it was untrustworthy to over charge so much for a upgrade and then not install it. I am also not sure the upgrade is actually legal. It makes lights intended to burn solid flash and I believe that breaks federal regulations and state law regarding vehicle lighting requirements.Customer Answer
Date: 03/17/2023
Hi,
I faxed my local office with a request to close the complaint. The business contacted me after submission and the original interaction and provided the requested solution. Thank you, please do not continue any additional actions with the complaint.
****** ********
Initial Complaint
Date:01/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a car less than one year ago from Oxmoor Toyota in Saint Matthews Kentucky, at the time the dealership had installed a new Toyota battery that stated on the battery “84 month warranty.”
Less than one year later The battery on the vehicle went bad and would not hold a charge. On 1-4-23 I went to the dealership service department to exchange the battery. The service department said they would not honor the warranty because I did not purchase the battery separate from the vehicle.
I was forced to purchase a new battery for over $100 to get my vehicle running
Not only do I believe this is deceptive advertising but I also believe that the service department has made serious mistake by not honoring the warranty on the battery.Business Response
Date: 01/10/2023
This letter acknowledges receipt of a consumer complaint dated January 5, 2023. As you know, Oxmoor Toyota appreciates the opportunity to respond whenever a customer complaint is brought to our attention.
I am happy to report that the complaint has been settled to *** ****** full satisfaction.Should you have any questions please do not hesitate to contact me at (502) 426-1200.
Sincerely, ***** ******* ******* ********
Initial Complaint
Date:12/14/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date of transaction - 12/10/22
2023 New Rav4 Leased from Oxmoor Toyota
12/13/22 - Arrived at the dealership to address issue of heated seats not working properly; Lead Product Specialist dismissed the issue as “that’s Toyota”. He turned the ventilation system up to the highest setting and claimed the seats were working properly. Heated seats should work on their own with the heating and air system in the car. The seats were not heated.
Another employee took me to service to make an appointment which requires a day in the dealership. This is unacceptable for delivery of a brand new car.Business Response
Date: 12/20/2022
This letter acknowledges receipt of a consumer complaint dated December 13, 2022. As you know, Oxmoor Toyota appreciates the opportunity to respond whenever a customer complaint is brought to our attention.
Oxmoor Toyota contacted Ms. ****** and let her return the vehicle. Should you need additional information, please do not hesitate to contact me at ***** ********* Sincerely, ******* ********l General ManagerCustomer Answer
Date: 12/20/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I appreciate the prompt resolution.
Regards,
****** ******
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