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:07/29/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Hello,On April 4th, 2024 I purchased a truck from Koch Rt 2 Toyota dealership.When they did a final check of the truck, they found that one tire was low, and it needed repair due to a severely rusted rim.They told me that they would replace the rim, free of charge. I left the truck with them, waited, and on April 10th asked for an update where they claimed to still be waiting for delivery.April 13th, Koch Rt 2 Toyota texted me claiming that they got news on the rim and that it will be arriving that Monday.On April 15th, they claimed that the rim had arrived.On April 16th, I was able to pick up the truck.On April 18th, I began having issues with the tire monitoring system.On April 25th, I came back to **** for the tires to be serviced. Unfortunately, the head of the service team was not professional, and openly admitted to fighting with the sales team to not get me a new, non rusted rim. He also told me that because of how he sources parts, they only are good 75% of the time.The Service manager, ******, also continued to tell another tech that the customers "should know better than to buy used" and claimed he was not going to repair the vehicle.I left, without having any repairs done after ****** refused to do them and asked me to reschedule. I had the tire monitoring system repaired by a more honorable mechanic, and he told me that one of the tires is still leaking because the rims are so rotted that he can't get a good seal. I would like to know why they kept my truck for 12 days after purchase, and lied to me that they had done a repair. I would like them to pay for new rims, as they claimed that they would. I am asking that they honor what they told me they were doing. I believe that it would be sensible for them to also have to pay for the repairs that I needed to have a different mechanic do, as again these were things that they said they had already taken care of (replacing the rusted rims and installing new TPMS sensors).

  Customer Answer

  Date: 07/30/2024

  Hello, thank you very much for reaching out.
  I am sorry for missing your call earlier, I'll return it as soon as I can.

  The primary resolution that I am looking for is a replacement rim for my vehicle, as that is what they claimed they were doing when the truck remained at the dealership for an additional 12 days after purchase.

  If a replacement rim cannot be found, then I wanted to ask that the equivalent cost be refunded from the vehicle purchase price or otherwise paid for by the dealership.
  In addition, I had an out of pocket expense to try to temporarily make the old rusted out rims function, and I wanted to ask for compensation for this repair which would not have been necessary if the rim had been replaced.

  If they had not directly told me that they were doing this repair, then I would not be looking for this resolution.

  Thank you,

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

  Business Response

  Date: 09/03/2024

  Delivery of the vehicle was delayed due to the tire pressure and sensor, we replaced the rim and sensor to make the vehicle right. Customer then used their own scan tool and cleared all data in the vehicle for the sensor ID's calibrated to the vehicle which turned on the tire pressure sensors. Customer came back in to see what could be done, we told customer that we would need to start with reprogramming the sensors but the customer said they that they already tried that on their own. We had fixed the vehicle but not willing to do more work as the customer had worked on the vehicle themselves after taking delivery. 

  Customer Answer

  Date: 09/03/2024

  
  ********** ********
  
  I am rejecting this response because:

  The sequence of events is false.

  Unfortunately, the affected rim was not replaced and the tire continued to leak.

  The TPMS sensor died, causing me to scan the sensor. No data was cleared.

  I brought the truck in, no repair or maintenance was done, and I was told that 30% of the time the dealership buys faulty parts.

  I was told that the repair of the sensor was not going to be covered. 

  I brought the truck to a mechanic, who found that the rim was badly rusted out, tpms sensor was dead, and the rust caused the leak. 

  If the rim had actually been replaced during the time between when the truck was purchased and when the truck was picked up, then there would not be an issue and the tpms would be annoying but not as bad. The truck being held for over a week and me being mislead into believing that the rusted rim was replaced is a big issue. 

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

• Initial Complaint

  Date:06/13/2024

  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.

  Dropped my 2023 RAV4 off on June 2, 2024, Sunday evening for a June 3 appointment. I bought the vehicle new about 11 months ago and the radio just inexplicably stopped working. The backup camera still worked but no radio...just a blank screen. They called me that afternoon to inform me I needed a new radio and they had to order it. Might be in Friday. The following Monday I called to ask about it and they said they would forwarded the message to the service **** guy. No call back so I called again on Wednesday. This time he did call back but said it wasn't shipped yet and he had no idea when it would and there was nothing he could do. I've worked in customer service and my experience is there's always "something" you can do but apparently not with these folks. A radio may seem like nothing but driving hours without one can be very tedious. Surely a major company has an escalation process. Don't get me started on the factory installed remote starter issue. I'm rethinking this whole Toyota quality thing.

  Business Response

  Date: 07/24/2024

  The radio was repaired back in June. If there are any remaining issues please let us know so that we can have them addressed.

   

  Many thanks

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

  **** Rt2 Toyota

• Initial Complaint

  Date:02/26/2024

  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.

  My name is ***************************. I had my 2022 Tacoma in for service at your dealership for a 10k synthetic oil change, tire rotation, and state inspection. I dropped the truck off the night before and put the keys in the drop box. My appointment was scheduled for 7am this morning. I received ZERO updates on the truck throughout the day, I had to call 3 times to get any answers. They kept using the excuse that they were super busy, which is not my problem that you guys overbook appointments. I got a call that my truck was done at 3:08pm. They had my truck for 8 hours just to complete an oil change. I needed my truck and did not expect for it to be held hostage all day long for an oil change. I cant imagine if I had any other services completed, it might have taken them days. Then, I get to the dealership to find out that they did not do the state inspection sticker that I requested. They also did a 20k mile service on my truck, when I requested a 10k mile service (my truck doesn't even have 20k miles yet...lol). They also did not rotate my tires. I got inside my truck to see they didn't change the service reminder sticker on my windshield (it was the same old one). So now I'm questioning if my truck was serviced, at all!! That is not a good feeling when signs point to that your vehicle was not serviced. If they did service the vehicle, then they did the incorrect service. None of the services that I requested were completed. I did not request a 20k service. Did they do a service on my truck that was meant for another vehicle? Only god knows. They need to do another oil change, tire rotation, and inspection sticker, and I'll wait for it this time since you guys can't be trusted. It's embarrassing that I paid you guys $40,000 for a truck and you won't provide me proper service. I want the service re-done because I don't believe that any service was done on the truck

  Business Response

  Date: 03/21/2024

  *************************** made an appointment online on January 21 2024 . The appointment date was set for February 24, 2024. The appointment was then modified on February 17th to add an inspection sticker, which did not transfer over to the appointment. The was dropped in the overnight drop box with no information provided on the envelope. The customer states there were no pens provided. Yes, we were extremely busy that day. We watched the *** video from the technician and confirmed the tires were in fact rotated. As far as the oil change, we did the 20k service "instead of 10k" because he was at 17,365 miles and his truck required it. He also had already used the 10k , along with the 15k service the time before. We will reach out to the customer to have the service LOF and tire rotation done at no charge. However, the inspection sticker will have to be paid for by the customer. 

• Initial Complaint

  Date:02/06/2024

  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.

  - On November 22, 2023 I went to dealership to have my car looked at for an issue with my vehicle to see if it would be covered under warranty. I was told that day that my part would be covered and they ordered a special order replacement part and told me they would call when the part came in. - on January 4, 2024 I called dealership to check on status of part as hadnt heard back. No answer, left message. - on January 26, 2024 I called dealership again to check status of part as hadnt heard back. No answer, left message. - On January 29, 2024 after over 2 months of not hearing from dealership. A man named M*** ******* called me and left a voicemail stating it looks like the part came in and no one called you about it - January 30, 2024 I called dealership to schedule appointment for the part to be replaced. - On February 6, 2024 my fiancé brought my vehicle in to be serviced. She told them she had appointment to replace part under warranty. They told her to wait in waiting room and proceeded to replace the part. When the replacement was complete they came out and told us we had to pay 300 dollars. When my fianc told the associate the story he said a mistake was made and that this part would never be covered under warranty. He said I dont know what you were told because it was months ago. He strongly insinuated that we were lying about the whole thing. I spoke with him after this and he told me that sometimes mistakes happen in business and that he needed to collect his payment. Since they had already fixed the part, we were forced to pay. The associate tried to make us feel bad that we wasted an hour of his time trying to get our situation resolved. He was extremely rude and unprofessional. We had to wait 3 months to have our car fixed because they forgot to call us, and then after all that they told us, sorry after all that your part is not under warranty. The entire experience was disgusting, Im ashamed to have purchased my vehicle there.

  Business Response

  Date: 03/04/2024

  On 2/22/23 customer came in for us to look at a passenger side mirror glass that was cracked on a 2022 Rav4 , at the time of write up it was unclear if the mirror glass was covered under any warranty. The line on the ** states (CUSTOMER STATES CRACK IN PASSENGER SIDE MIR**R. NEED TO INSPECT
  AND SEE IF ITS A WARRANTY ISSUE) and after checking with our warranty administrator we found that the glass would not be covered and should be a customer pay replacement .  This information was not relayed to the customer by the service advisor but was still replaced anyway. At this time after review of the situation we will offer to refund the customer a full refund of $234.92 for the miscommunication on this matter. Thank you 

  Customer Answer

  Date: 03/04/2024

   
  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:01/12/2024

  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 went to Koch Toyota to look for a car. Upon arriving the first thing I told the salesperson was that this would be my first time purchasing a car and that I had already been approved by my bank (***) for a car loan. The salesman told me that they work closely with *** so its good that I had been pre approved. He showed me a car that I was interested in, but the price that he showed me was out of my range and that my monthly payment to *** that he showed me would be too high. He offered to lower the price in order to keep my monthly payments to *** within my range. He gave me documents to sign and stated that I was signing the car title, proof of down payment and warranty agreement. He once again informed me that Koch Toyota Route2 would send my documents over to the bank to get verified. This week I went to my bank to check if they received the documents. The bank informed me that they did not receive any documents from Toyota. I called the salesman from Koch and asked him about the documents and when they would be sent to *** and he informed me that my car will no longer be financed through ***, but rather through them. I told him that was not what we discussed and I explicitly informed him that I was already being financed through my bank. The salesman got upset, started yelling at me and called me a moron. I said to him that I'm not being disrespectful to him so I would appreciate it if he wasn't disrespectful to me. I also said that I don't appreciate being lied to and tricked by him and others at his company, to which he replied well you already signed the papers so that's your ******* problem and hung up the phone on me. I no longer wish to continue with the purchase of the car as I was misled by Koch Toyota Route2 and the employee was very disrespectful and dismissive of my questions

  Business Response

  Date: 02/06/2024

  Deposit has been refunded. Please let me know if any further action needed.

• Initial Complaint

  Date:08/28/2023

  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 purchased a 2012 MB GL450 from this dealership had the car checked out by *********************** in ******* ** and there were problems with the No1 and No 2 Cylinders which caused the car to run rough and I wanted the Dealership to repair it . Took the car there and they said the car was fine which it is not. The car is paid off just want the car fixed before the 30 Day warranty is over I love the car but want justice

  Business Response

  Date: 10/03/2023

  This vehicle was looked at and diagnosed at our facility free of charge in response to the mechanical complaints.  After significant diagnostic tests including OBD 2 scans , Master Technician Diagnostic test drives and Engine monitoring software , ************** found that the vehicle was in appropriate working . The technician noted that the car ran rougher than a brand new vehicle would but found all checked values in the vehicle to be in proper range .  Our Master Technician read the information that was provided by the customers repair facility and disagreed with the recommendation to replace the cylinders on the vehicle at this time.   

• Initial Complaint

  Date:12/15/2022

  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.

  On 8/13/22 I paid Koch Rt 2 Toyota $500 for a deposit on a 2022 Corolla Hybrid LE. I was told 2 - 3 months and it would come in. I called numerous times in October and November for an update and never heard from them. On 11/12/22, I finally got to speak with a sales manager. The order for my car was never placed. We agreed to a different car, and I was told it would be in by the second week of December. On 12/10/22, I spoke with the sales manager again. The car we agreed on is not coming. ("It has been marked delayed, which usually means they found something wrong with it.") If I agreed to purchase a car already on their lot, sight unseen, at that second, I could have a similar one to what I wanted, but it needed to be that moment because someone else wanted to buy it. I told them to refund my deposit, as I am clearly not getting a car from them. On 12/11, I was told my payment would be refunded 12/12. On 12/14, I was asked to text them a photo of the front and back of my credit card in order for them to refund me. I sent a screenshot of the payment on my statement and said if that was not sufficient, I would bring the card to them. Now, 9:45am on 12/15, I see an additional $500 has been charged to my account instead of being refunded. They have now charged me $1,000.00 for a car they are not delivering to me.

  Business Response

  Date: 12/15/2022

  After investigation we have no record of a second charge of $500.00.  Our records show an original charge of $500.00 and a refund of $500.00.  

  Customer Answer

  Date: 12/15/2022

  
  Complaint: 18577767
  
  I am rejecting this response because: As of 12:52pm 12/15/22, ******** still shows a duplicate charge of $500.00 and no refund of the original $500.00. (No documentation attached, as the printout is identical to what was previously sent.) I have told a rep for Koch Rt 2 Toyota that I will keep an eye on the transaction and let him know if it is corrected. I also informed him that if this situation is not remedied by 12/23/22, I will be hiring an attorney.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/15/2022

  Our records still show only one charge and a $500.00 refund.

  Customer Answer

  Date: 12/19/2022

   
  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 have confirmed with my credit card company that the additional charge showed in error and the original charge has been refunded.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/30/2022

  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.

  In 4/22, I was working with a man named *************, who at the time worked for Koch Rt 2 Toyota. I was looking to lease a Siena but due to lack of inventory I was advised to submit a deposit for a Sienna build. On 5/5, my deposit for said Sienna build was cashed by Koch Rt 2. I was told to expect the build to take about as long as my lease extension (6 months). I had reached out to ******* a few times to check on the timeline. After not hearing from him for a bit, I was informed he no longer worked for them. After being passed to a few other sales associates, I finally spoke to a man who ensured me that he would communicate with me and that he did not intend to leave the company any time soon. On 11/19, I received an email from ***************** stating that he had been trying to reach me as my van was in. On 11/20, I replied to said email and explained that I was happy to receive the email as our cell service is not great and asking for next steps. To clarify to his point that he had been trying to contact me, I have had no missed calls from Toyota on my cell. Giving them the benefit of the doubt, they may have called from a private number or unrecognized number, however, if they did, they never left a voicemail. Anyway, after not hearing from him after 24 hours, I realized that my reply had gone to a general email and not directly to him. On 11/21 I forwarded my reply directly to him. I called on 11/25 and asked to speak to ****, he was not available so I spoke to someone else. This person informed me that they had no information about the van being in and that it had more than likely been passed on to someone else. I asked for someone to call me back that day so that we could get to the bottom of this. I did not receive a call back. I have since called everyday, and/or emailed everyday since without any response from them. They have not returned my deposit nor have they given me a suitable explanation for what transpired after the email on 11/19 stating the van was in.

  Business Response

  Date: 12/08/2022

  The Dealership sales consultant and managers called the customer on multiple occasions to arrange for vehicle delivery with no response and could hold the vehicle no longer.  

• Initial Complaint

  Date:10/25/2022

  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.

  Put a deposit on an incoming vehicle, looked at it when it came in and did'nt like it. I cancelled the deal, they said the deposit would be refunded but has not been done. Called 4 times about this, the last time was on 10/22/22, again I was told they would take care of this on Monday 10/24/22 but they have failed to do this refund on my card. I placed the deposit on 9/12/22, cancelled the deal 2 weeks later and to this day the refund has not been completed.

  Business Response

  Date: 12/07/2022

  Good Afternoon, 

  Somehow I missed this notice the first time around.  I will investigate tomorrow and make the refund once I have confirmed the details.

   

  Thank you, 

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

• Initial Complaint

  Date:10/05/2022

  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 Toyota dealership on 10/2 because my car started making noise on 9/29/2022. When I explained the issue to the representative ***************** he stated that he would have to change me for a diagnostic of the issue, and I would not have to pay anything if the issue was a powertrain issue since the warranty that is covered under warranty. The vehicle has a 60,000 mile powertrain warranty that was up in 14 days or less than 2000 miles. The issue with the car was in fact a powertrain issue as it had to do with the Transfer box in the car. The dealership refuses to refund the 159.00 for the diagnostics even though it should have been covered. The dealership stated they were not going to cover the issue because they stated that the plug must have been pulled even though there has never been service done to that specific component of the car. The last service date was on 9/06/2022 at ***** **** and they wanted were assuming that they pulled the wrong plug when doing an oil change. The mechanic and managers stated that the transfer box was bone dry and the car had driven about 1000 miles since the last oil change. The vehicle does not have any indicators (light, etc) to preventively indicate this tank was drained. Though the statements from the dealer were that there was no other possible way the tank was drained there are cases of these components of the vehicle to either slow leak without any physical evidence or could run dry from use (not evaporation). Based no system warning and no physical evidence of tampering this issue should be covered. They did not allow me to view the inspection process and did not provide an inspection report for me to validate their denied claim. I believe based on the situation and them seeing a ***** **** sticker and me being so close to warranty end that they want to deny my claim.

  Business Response

  Date: 12/08/2022

  The dealership has had multiple conversations regarding the nature of this customer's concern, and we have extended all reasonable information to him.  At this time there is nothing further we can do for the customer.