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:06/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like the check to be mailed and the tracking number to be emailed to me at ******************** ASAP. Also I would like to add it is MS. **** not MR
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 06/14/2025

  Dear Mr. ********** want to sincerely apologize for the frustrating and confusing experience youve had with us. As a first-time buyer, you deserved a smooth and transparent process, and Im very sorry that we fell short of that standard.
  I am currently looking into where our process failed and why you received inconsistent updates and poor communication. This is not the level of service we aim to provide, and I appreciate you bringing it to our attention.
  Regarding your $500 deposit, I can mail the check to the address you provided starting Monday, or if you prefer, youre welcome to come by and pick it up in personwhichever is more convenient for you.
  Again, I apologize for the inconvenience and your overall experience. Please feel free to reach out to me directly if you have any questions or would like to discuss this further.
  Sincerely,
  ***** *******

  ***** Gianino | General Manager
  Acton Toyota of Littleton
  ************, Littleton, MA 0 1460
  P: ************** 
  E: **************************************************************************************************************************

• Initial Complaint

  Date:02/07/2025

  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.

   
  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.  We were pleased with the timely response from Acton Toyota and the results of our meeting with the manager was  to our satisfaction. We feel very good about our purchase and would certainly recommend Acton Toyota For their professionalism.

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

  to get into the office. The meeting lasted about four hours. Having physical limitations, it was a long pressurized meeting. We asked him to slow down so we could understand what he was saying during his presentation of the lease. He said sorry, he is a millennial and that is his way, we felt overwhelmed. (I also noticed another review from this website that indicated elderly people were pressured into financing deals they regretted later, by this same dealer). He continued pressing us to sign a lot of paperwork. We now want to go back to the original deal to purchase the vehicle outright that was offered to us, to begin with. The dealership manager also signed off on the outright purchase. We feel as elderly disabled people we were singled out and taken advantage of by aggressive sales tactics. Today Josiah told me we can't go back to purchase without taking a large penalty of thousands of dollars. And hes not even sure of that. Please help us resolve this matter Thank you.

  Business Response

  Date: 02/07/2025

  Dear Mr. **********

  I'm sorry for any confusion regarding your deal, and I appreciate you reaching out. You still have the option to buy out your lease, and the total cost would be $66,082 plus taxes and registration. If you had purchased the vehicle outright that day, the total would have been $66,104.
  I also want to acknowledge the time you spent at the dealership. If you were in the office for four hours, Josiah must have been very thorough in explaining the details, and you and your wife were given ample time to review everything without being rushed.
  Please feel free to reach out to me if you need any assistance with the lease buyout or if there's anything else I can help with. I'm happy to assist in any way I can.
  Best regards,

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

  ***** Gianino | General Manager
  Acton Toyota of Littleton
  ************************************, MA 0 1460
  P: ************** 
  E: **************************************************************************************************************************

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******** for the warranty approval so we can order the part or we ordered a new part but it wont be in for a few days to a week or the mechanic on your case wont work on the car anymore so we had to put a different tech on your car and so on. After a month of not knowing whats wrong with the car, they brought it to an actual ** dealership which told them it was the heating coil that needed to be replaced which when talking with my case worker he said thats what we assumed was the problem from the beginning. Since figuring out the problem, they have ordered not one but 2 heating coils for my car since the first one was not working. I havent had my car for 9 weeks and it still has no heat. I call my case worker or the shops service/status update line multiple times a day to get an update, yet no one answers the phone. Today, I called the local ** dealership and they have the part I need so why cant they go get it from them instead of waiting?!?

  Business Response

  Date: 01/27/2025

  Dear *** ********,
  

  Thank you for reaching out and sharing your concerns. I want to sincerely apologize for the inconvenience and frustration this experience has caused you. We understand how challenging it must be to go without your vehicle for such an extended period, especially during the colder months.
  Regarding your Tiguan, we are currently waiting for the necessary heating coil part to arrive, which is expected on Wednesday. As soon as the part comes in, we will prioritize installing it and getting your car back to you as quickly as possible.
  I understand youve spoken with another ********** dealership, but unfortunately, we only work with specific dealerships approved by our service process. While this may seem limiting, it ensures that we maintain consistency and meet the warranty requirements.
  We truly appreciate your patience throughout this process, and I assure you that we are doing everything we can to resolve this matter swiftly and correctly. If you have any further questions or need an update, please dont hesitate to reach out directly, and I will personally ensure you get a response promptly.

  Thank you for your understanding and for allowing us the opportunity to address this issue.
  Warm regards,

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

  ***** ******* | General Manager
  Acton Toyota of Littleton
  ************, Littleton, MA 0 1460
  P: ************** 
  E: **************************************************************************************************************************

  
  

• Initial Complaint

  Date:11/18/2024

  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.

  First of all, I used my debit card and did not write a check.  Second of all the two items shown of the attached jpg file.  Have been resolved.  I cancelled both and Toyota and dealership credited the $770 for PPM from my lease.  The dealership is confusing 2 things.   I actually cancelled 3  items.

  The original 2 years Toyota PPM $770 and ************* $1050.  Both of those issues are resolved.  In addition, I cancelled the 3rd year of PPM offered as an add on to the lease by the finance manager and the dealership.   It is THAT amount, which is $695.  I think we have a situation that is at an impasse.  What do you suggest I do? 

   

  l be with the ***************************************. I will notify them of my treatment (being elderly and a woman), the dealership's unwillingness to respond and refund money for a cancelled item. Also, since I cancelled my initial 2yrs Toyota PPM (prepaid maintenance) I now am NOT due for maintenance on my car for 1 year. If I had not cancelled that item I was due to bring it in for service in January ( for NO COST MAINTENANCE).If I live long enough to finish this lease I will not be using this dealership again. D- from me.

  Business Response

  Date: 11/19/2024

  Dear Ms. ****************** you for your email and for sharing your concerns. I sincerely apologize for any frustration or confusion youve experienced. I want to confirm that we have canceled both of the products you purchased, including Prepaid Maintenance Plan (PPM), as requested.
  When you initially made the purchase, you chose to pay the $695.00 via check to help keep the payment within your budget. I recall explaining to you during your visit that when products are canceled, the refunded amount is applied to the end of your financing term, which means the overall term of your purchase will shorten but the monthly payments will remain the same.
  I understand that you were uncomfortable with the process, and I truly regret that you felt pressured during your visit. Our goal is to ensure that our customers are fully informed and comfortable with their decisions, and I regret that you didnt feel that way at the time.
  I also understand your frustration about the difficulty in reaching us, and I apologize for the delays and lack of communication youve encountered. Please know that the cancellation and refund process is completed and I have attached a copy of that cancellation to this email.
  I value your past business with us, and its disappointing to hear that your experience this time has been unsatisfactory. I want to assure you that we are committed to resolving this matter, and I am happy to assist you further if needed.
  If you have any additional questions or if theres anything else I can do to help, please dont hesitate to reach out to me directly.
  Thank you for your patience and understanding.
  *****
  ***** ******* | Assistant General Manager
  Acton Toyota of Littleton
  ************************************, MA 0 1460
  P: ************** 
  E: **************************************************************************************************************************
  
  

• Initial Complaint

  Date:03/20/2024

  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.

   
  Complaint: 21459905
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************ealer and has spoken to a few managers and they said that they will call me back on the matter and doesn't call me back. Last I heard from **** is that if I want to change the leather I will have to pay again for an error that they did not mine. I want my money back or my leather and truck lift sensor gait to be put in my Highlander.

  Business Response

  Date: 03/22/2024

  Dear Mrs. ************************ you for providing additional details regarding your recent experience with the purchase of your 2024 Grand Highlander from *************************. I understand your frustration and would like to address your concerns regarding both the interior color and the power lift gate feature.
  Regarding the color of the interior leather, I have reviewed the information you attached, and it appears that there was indeed communication about the color change from black to light gray. However, it seems there was a discrepancy between the color requested and the color that was ultimately installed. I have looked thru the notes between you and **** and it was clear that the color was going to be factory gray. Please see attachment for the conversation between **** and yourself.
  Regarding the power lift gate feature, this feature is only available in the Platinum option of the 2024 Grand Highlander, and not in the Limited option. It seems there was a misunderstanding during the initial discussion about the features of the vehicle, and I apologize for any confusion caused. The only way we can fix this problem is for you to trade it out and replace it with the Platinum option. If that is something you would like to go forward with you can contact me via email or phone.
  I apologize for any inconvenience or frustration you have experienced, and I appreciate your patience as we work to rectify these issues.
  

  Best regards,
  *****
  
  Acton Toyota of Littleton
  221 Great Rd, Littleton, MA 0 1460
  P: ************** 
  E: **************************************************************************

  Customer Answer

  Date: 03/25/2024

  I would like to request that prove that ***** has stating that they told me that factory gray was going to be installed in my Grand highlander and why would he think I would like to change to a more expensive car just because they sold me a scam of a car by making me believe it had features it didn't have.

  Business Response

  Date: 03/25/2024

  Good Evening *********************, I've contacted our third-party provider who installed the leather interior. We're currently awaiting options on the correct color you're looking for. I'm committed to covering any costs necessary to ensure you get the right color. I'll follow up with a call or email tomorrow as soon as I receive the information from them.

  Customer Answer

  Date: 03/26/2024

  
  
  
  I am looking for a refund of at least half of the leather price that I paid so I can get a sensor lift trunk. I refuse to go through the waiting period of 4 months that it took last time. I am more dissatisfied of the fact that I was told that it had a sensor lift trunk. You can also look for a place that install sensor lift trunk of your choice and pay for it. I believe that the cost is less than replacing the leather interior. 
  
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/26/2024

  *********************, I'm working diligently to find a solution regarding the installation of the kick sensor for the Grand Highlander you purchased from us. Unfortunately, my usual third-party vendor doesn't offer this service. I'm actively exploring other vendors to fulfill your request.

  Customer Answer

  Date: 03/27/2024

  Just refund me half of the leather amount and I will look for a vendor to install the lift sensor for the trunk....

   
  Complaint: 21459905
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/17/2024

  To whom it may concern,
  Mrs. ************** and Acton Toyota have reached a resolution on this matter. The customer informed me that she intends to inform the BBB that we have resolved the issue satisfactorily, and she expressed her satisfaction with the outcome. However, I want to ensure that all necessary steps have been taken to avoid any negative rating. Please reach out to me on my mobile phone at ************ to discuss this further.
  Thank you,
  *************************
  
  
  
  

• Initial Complaint

  Date:08/02/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April, I had Acton Toyota install a trailer hitch and purchased a Thule bike rack from them. The bike rack broke with barely any use about a month later. I brought the bike rack to Acton Toyota and they determined a piece was missing. They said they would order the piece. I am not sure when they ordered the missing part but as of July 19 the part remains on back order. Toyota will not begin a warranty process for the bike rack until they determine whether the rack can be fixed or not. I purchased the bike rack from Toyota instead of another business in hopes the process would be seemless. I am simply seeking a new bike rack. I have waited for several months for a resolution and we are not any closer to a working bike rack.

  Business Response

  Date: 08/21/2023

  Hi *****, I have attached a shipment notification for ********************************* for a brand new Thule bike rack. She received the bike rack and we installed it for her. Please don't hesitate to reach out if you need anymore information on this matter.

   

  Have a great night,

  *****

  ***********************;| Assistant General Manager
  Acton Toyota of Littleton
  221 ********, Littleton, ** 0 1460
  P: ************** 
  E: **************************************************************************

   

   

   

• Initial Complaint

  Date:05/24/2023

  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.

  Purchased car from Toyota, engine failed while driving at low speed at a HPDE event on track (explicitly not racing) within the first 5 minutes of starting the day. Toyota has been selling these cars with well documented engine problems for over a year without acknowledging the issue. Another owner of the same car last year had his engine fail under similar circumstances, Toyota initially refused to provide warranty coverage until extensive media coverage, then issued a statement that such usage would in fact not void warranty:**************************************************************************************************************. While the vehicles warranty excludes damage that results from activities such as misuse and racing, simply participating in ******************************* ****** High Performance Driving Events (HPDE) or similar **** instructional events provided complimentary to GR owners would not, in and of itself, void the warranty. Warranty claims are evaluated on a case-by-case basis. I provided the dealer with onboard video proof of my driving showing that I was not racing or abusing the engine in anyway: ******************************************* Dealer refused to provide warranty after looking at the video, citing "the nature in which the vehicle was used" Contacted Toyota corporate and they sided with the dealer, refusing to even look at the video which clearly shows I was not driving hard, or in any manner which would constitute "racing".

  Business Response

  Date: 07/10/2023

  Sorry for the delay in response...as far as *************** and the warranty claim that he made was paid in full by Toyota North American. The customer posted all over social media that he was racing the car and due to racing the engine blew. If you have any questions please don't hesitate to reach out.