Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/15/2025

  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.

  At the very end of 2024, I purchased a used Toyota Highlander from Antwerpen ***********. My buying experience resulted in negotiation that I was overall pleased with. I understood that I was buying a vehicle that only had one key fob, and signed a paper that indicated as such. However, I was then sold an insurance plan, that was tacked onto my monthly car payment, which included damaged windshields and key fobs. The financial advisor who sold me the package, ***, no longer works there, but he told me that "in February, call the insurance company and request another key fob. Then, the insurance plan will have paid for itself." I took his advice. I called the insurance company in February. They told me it was fraud. I cannot request another key; I can only ask for one to be replaced after it is lost. And, there is still a deductible. I was sold a package that now not only is expensive month-to-month, but it is partly for a service that I cannot take advantage of- and which is the sole reason I purchased the monthly package.I spent hours on the phone, being passed around by various Antwerpen employees. Finally, I was told by the manager that there was nothing they could do. They said "I shouldn't have been told that," but when I asked for them to simply buy me a new key fob, they refused. They knew that I had been told that, and their response was that *** no longer works for the company. However, shouldn't a company be responsible for the lies that an employee tells? This would be put me out hundreds of dollars, but for a major company like them, that key fob costs virtually nothing.*Store credit is the closest thing I can see here that would match my request. Also, I am not sure of an exact monetary amount. Often, prices set by car dealerships are subject to various discounts.

  Business Response

  Date: 06/02/2025

  We have scheduled an appointment to provide this customer with a second key.

• Initial Complaint

  Date:03/11/2025

  Type:Customer Service 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 am filing a complaint against Antwerpen Toyota dealership, located at ***************************************, regarding a deposit I placed on a vehicle that the dealership failed to honor.On March 8, 2025, I place a $1,000 deposit with ****** (salesperson) to hold a 2011 Toyota, Sienna. I informed ****** that I would be picking up the vehicle between Monday and Wednesday after I received my check from the bank. I scheduled through the dealership appointment calendar to pick up on March 12, 2025, at 10:00am.However, on March 11, 2025, at 9:07am, I received a text from ****** stating that my deposit would be refunded because the dealership found anther buyer. This decision was made without my consent, and I was never informed of any holding policy that would allow them to sell the vehicle to someone else after receiving my deposit. All my communications with the dealership were via text and email. I was never provided any verbal or written explanation of a deposit policy. The situation has caused me great inconvenience, as I was purchasing the vehicle for my disable mother and two young children. The vehicle was handicap accessible and had the space necessary for my family's needs.I am requesting the following actions from the dealership:1. A full refund of my deposit ($1,000) as they failed to honor our agreement.2. Proof that I was informed of any deposit or holding policy in writing before they sold the vehicle to another buyer. 3. Clarification on whether discrimination played a role in this decision, as my race is visible on my driver license, which I submitted to the dealership. I would like to know the race of the person to whom the dealership sold the vehicle instead of honoring our agreement.If the dealership fails to provide sufficient answers and evidence, I would like to escalate this matter further and explore potential legal action.

  Business Response

  Date: 03/21/2025

  We have refunded this customer deposit full as requested.  
  
  Thank you for reaching out to us and sharing your concerns. We sincerely apologize for any inconvenience and frustration this situation has caused you. We understand how important this vehicle was to you and your family, and we deeply regret that the process did not go as smoothly as it should have.
  
  We truly appreciate your deposit and your intention to complete the purchase of the 2011 Toyota Sienna. When we were unable to reach you in time for your scheduled appointment on Monday 3/10/2025, and after making several attempts to connect, we had to make the difficult decision to release the vehicle to another buyer. Our intention was never to cause any frustration, and we sincerely apologize if the communication regarding our deposit and holding policy was not clearly conveyed to you.
  
  We understand that this vehicle was crucial for your family's needs, and its truly regrettable that we were not able to fulfill the sale as expected. We have refunded your deposit in full as requested, and we want to assure you that your concerns have been heard. We will review our internal processes to ensure that this situation is handled better in the future and that all policies are clearly communicated to our customers.  Our General Manager,  ***** Veerothai has attempted to reach you several times to see if there is an alternative vehicle that we have in stock to fit your needs but has not been successful.  
  
  Again, we apologize for any inconvenience this may have caused, and we thank you for bringing this to our attention. If there is anything further, we can assist you with or any questions you may have, please don't hesitate to reach out to our General Manager, ***** Veerothai. 

• Initial Complaint

  Date:11/12/2024

  Type:Order 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.

  We paid $3000.35 in ** sales tax to Antwerpen Toyota, it is on the purchase agreement. ************* says the sales tax was never received and sent us a letter earlier this year saying we owe the ** sales tax plus interest due to it not being paid by Antwerpen as they allege. We see nervous and paid the ** DMV the sales tax, which was double paid. We believe Antwerpen pocketed the money and never took care of it. We are concerned about fraud. I have documentation to prove this, but they are too large of files and will not allow me to upload. I am able to provide them. Weve called several times and they allege it was taken care of, better have never provided us proof when requested.

  Business Response

  Date: 11/13/2024

  We have confirmation of the processed taxes, tag, and title work for this vehicle purchase. Attached are the registration information and the CARFAX showing the title number and March 20, 2024 registration date. The third party title company Antwerpen uses is available to answer the specific questions about titling since they processed that for Antwerpen. The representative's name is ****** ******* with "It's ************ Her phone number is ************.

  Customer Answer

  Date: 11/18/2024

  The registration was fixed in March of 2024 because we paid a second time directly to the Wisconsin DMV. Its been double paid and we need reimbursement as you did not fix it. We did by double paying since it was accumulating interest.

  This needs to be reopened.

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22546654
  
  I am rejecting this response because:  The registration was fixed in March of 2024 because we paid a second time directly to the Wisconsin DMV. Its been double paid and we need reimbursement as you did not fix it. We did by double paying since it was accumulating interest.
  
  This needs to be reopened.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:10/25/2024

  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.

  As part of my purchase agreement to buy a 2017 Toyota Sienna, Antwerpen dealer agreed (they owe me 3 items) they will acquire them for me. Its been months and I contacted 5 times and still no response. The sales manager ****** @********** is not responding. The 3 items are emergency key/fob, navigation SD card, and parking release cover. The dealer is Antwerpen Toyota of Clarksville MD **********. Im very worried if batteries die, I will not be able to open the Sienna without an emergency key. Worst case, break a window to get inside. Im stressed thinking about the possibility every time drive the minivan.

  Business Response

  Date: 11/06/2024

  The previous manager is no longer with Antwerpen Toyota. The current used cars manager has been in contact with the customer and they have an appointment for the customer to be here on November 8 at ******.

• Initial Complaint

  Date:10/16/2024

  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.

  On September 5, 2024 my car was towed to this dealership because I ran over an orange cone in the road. The first estimate sent to *************** was for $1002. since then 35 days have elapsed. New items that have nothing to do with this accident have been added in supplements. The supplement on 10/7/24 inclluded repairs they said were needed for front and rear suspension, body work, paint, and a host of things that could not have been impacted by this orange cone.They submitted a total bill of $9861 to insurance. Then on 10/11/24 when I was told to pick up my car. I was told they found another $1800 of battery and calibration that needed to be done. I told them emphatically, absolutely not. Do not do the repairs. I refuse. I called Geico. I told them to not do the repairs and I will have the car towed to a different dealership. After ***** agreed not to allow the repairs. I received a voicemail from their service manager ****** that the work was already done *(an unauthorized repair). That Geico would be contacted (after the fact) and they would have to pay this or I will not recieve my car back. this is very illegal. Doing repairs without authorization. I want them to pay for my rental car, to recieve any more compensation. I have alerted the attorney general of maryland about this incident. I plan to sue for restitution.

  Business Response

  Date: 10/21/2024

  Repairs were approved by the customer. All of the supplements were approved by Geico. ***** paid for the repairs in full. The customer paid their portion and picked up their vehicle on 10/16. Further funding issues related to the repair or rental should be communicated with Geico. The supervisor for this case from Geico, **** *****, was surprised that Antwerpen was able to turn it around as quickly as we did with the on going parts delays. Mr. ***** stated that he was denying the customer's request to stop the payment and as we had a work authorization/direction to pay he would be sending the check to us direct. Mr. ***** also let Antwerpen know that the customer had exhausted his rental car reimbursement quickly because they chose to rent a top end vehicle as a replacement car. 

• Initial Complaint

  Date:06/12/2024

  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 took my Highlander in for a speed sensor and hub repair on 5/23/24. I requested a shuttle ride home (10 min) and gave **** a $10 tip for the valet. On 5/25/24 (Saturday) I returned to the lot to pick up my car and saw it parked into a **** in front of the training building. It also had a large dent in the driver door. Since **** was off, I emailed him a photo of the damage and a description of how I found my car. He forwarded the email to ***** *****, who has ghosted me after a few dangling emails. I take my car to the dealership and pay the higher rate so these things dont happen, or if so, they are covered. I believe they should either fix or reimburse me to pull the dent that occurred while in their care. Ive been bringing both of my cars here since 2017.

  Business Response

  Date: 06/24/2024

  The customer has informed us that they are no longer the owner of the vehicle that is part of the complaint.

• Initial Complaint

  Date:02/23/2024

  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.

  On Monday, August 28th I took delivery of a 2023 Toyota Supra 3.0 Premium MT from Antwerpen Toyota. I drove five hours to the dealership after being very thorough regarding the delivery process, as I have a young child who was staying with a babysitter and I did not want to waste time. Upon arrival, the car was still in the packaging. It was not prepared for delivery in any way and the infotainment system was locked by a code that took five hours to obtain. One of the technicians abused the car in the parking lot in front of me, revving the car up and releasing the clutch, causing it to kick sideways in front of the service area. After complaining to the ** about the treatment of the vehicle I just signed paperwork on and paid them $69,000 in cash, he promised to make good on the situation by giving me a free extended 7 year warranty on the vehicle. While I'm not fully satisfied with this resolution, it has been seven months and the dealership is trying to avoid giving me said warranty. I have it in writing from their finance manager that I should be receiving this warranty "any time now", and that was months ago. I have reached out to Toyota but they put this back in the hands of the dealership. Last we spoke the dealership was going to contact me Wednesday, February 21st. It is now the 23rd and they have not contacted me as promised.

  Business Response

  Date: 04/17/2024

  The customers drove from ******* ******** to buy the Toyota Supra.  They came in early after we had just received the car. This particular model takes a long time to PDI and most importantly to download and update the navigation.  We offered to buy lunch while we properly prepared the car, they declined. While the technician pulled the car around from the shop, her foot slipped on the clutch and spun the tires out.  The customer was upset and demanded to talk to the general manager.  The general manager apologized and asked if there was anything he can help with the purchase. The customers both said no. One of the customers claimed he knows the car business.  The general manager walked them to finance and we were talking about warranties. The general manager said the Supra comes with 3 year /****** bumper to bumper and 5 year /****** engine and transmission warranty so we both agreed it's redundant.  One of the customers mentioned they always ding their wheels and tires on curbs and potholes. The general manager suggested tire/wheel warranty from Toyota which we gave them at no additional charge. Several managers witnessed the conversation. The finance manager had to print the tire and wheel warranty.  
  
  Antwerpen considers this case closed no other warranties were promised or will be given . 

  Business Response

  Date: 04/18/2024

  The customers drove from upstate ******** to buy the Toyota Supra.  They came in early after we had just received the car. This particular model takes a long time to PDI and most importantly to download and update the navigation.  We offered to buy lunch while we properly prepared the car, they declined. While the technician pulled the car around from the shop, her foot slipped on the clutch and spun the tires out.  The customer was upset and demanded to talk to the general manager.  The general manager apologized and asked if there was anything he can help with the purchase. The customers both said no. One of the customers claimed he knows the car business.  The general manager walked them to finance and we were talking about warranties. The general manager said the Supra comes with 3 year /****** bumper to bumper and 5 year /****** engine and transmission warranty so we both agreed it's redundant.  One of the customers mentioned they always ding their wheels and tires on curbs and potholes. The general manager suggested tire/wheel warranty from Toyota which we gave them at no additional charge. Several managers witnessed the conversation. The finance manager had to print the tire and wheel warranty.  
  
  Antwerpen considers this case closed no other warranties were promised or will be given . 

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21335545
  
  I am rejecting this response because:
  
  I am rejecting this response because:
  The dealership states that I arrived early. Please see the attached messages depicting the conversation between the sales consultant and I where she explains that the vehicle arrived Friday, August 25th. She first suggested I pick up the vehicle Sunday, but I was unable to come Sunday so we scheduled for Monday instead. I also let them know at 8AM that we were leaving upstate NY giving them six hours to prep and PDI the car assuming they waited three days to start the process.
  
  The only thing this suggests is that Antwerpen Toyota is completely incapable of handling a vehicle delivery in a professional and timely manner. If they cant prepare a $70,000 vehicle for delivery in three days then what exactly can they do?
  
  Lunch was never offered, but *** did offer dinner after I explained that I have an eating disorder and had to wait eight hours to eat at that point. It was already 8PM, I just wanted my car and to go home. I had to find food and drive six hours.
  
  The story about the always dinging wheels is completely fabricated. We drive NICE cars that are meticulously cared for. Ive never dinged a wheel in my life. I attached the email from ***, the finance manager, stating that the WARRANTY was being processed and that I would receive a policy number in the mail in the next week or so (this was in September).
  
  I must have took a wrong turn and purchased my Supra from a circus because Im surrounded by nothing but clowns. ***, youre the ring leader.
  *** also decided to send **** Antwerpen an email after this response.
  
  Sincerely,
  
  ***** ****
  

• Initial Complaint

  Date:01/16/2024

  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.

  My 19-year-old son purchased a car from used sales department in august 23,000 was what he gave them. 42 days after he had the car it broke down. Towed it to the dealership 1 week later they tell me it's has a cracked fly wheel/flex plate which for a 2019 Honda civic with 64000 miles on it is not common at all. They originally wanted me to pay 3,000 which of course I didn't have So after I emailed the general manager, they dropped the price down to 1500. The first time he picked the car up not even 10 min from the dealership while he was on the highway the car started locking up on him and the codes started going off. He took it back them they couldn't find the issue, so he told me they were going to send to Honda which took another week he got the car back. Doug from auto parts was amazing I will say that. My issue is now he had the car back about 2 months now and the codes started popping up again and same issue not being able to steer his car which is scary and dangerous especially for a first time driver .Took the car to a Honda they let me to know there is corrosion on the wires the way it looks in order for it to be as bad as it is in a car only a 2019 and from what the inside of the car looks like it was in water, so which mean most likely in a flood. As well as if when they took the car apart to fix the first issue there is no way they didn't see that the wires had corrosion on them. 1100 it would cost to fix because it so bad the harness needs to be replaced as well. At this point my son doesn't even feel safe in the car. What can be done I feel like either they fix the car and give him an actual warranty, or they give him another car because at this point for him to trade the car in he will be upside down in his loan which is definitely not fair considering these are problems that he did not cause?

  Business Response

  Date: 02/20/2024

  The general manager invited the complainant into the service center to examine their concerns. The general manager authorized loaner car at no charge.  The wiring harness needs to be replaced and is corroded which is causing the speed sensor not to work along with the lights not to work . The customer purchased car over 6 months ago and did not buy extended warranty.  We offered to replace wiring harness estimate $1200.00 and offered a good will gesture to pay 1/2 of the expense and customer pays the other portion.  The customer refused.

• Initial Complaint

  Date:09/25/2023

  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.

  Bought a car back in October 2022. Dealership never sent me title or registration. Ignored phone calls for months! Was pulled over by police and was informed that the car wasn’t even registered in my name! After emailing this to dealership they finally called back and said that my license was miss recorded. Dealership refuses to do anything

  Customer Answer

  Date: 10/01/2023

  Dealership sent forged registration with original name and address whited out and my name and added handwritten in.

  Business Response

  Date: 10/03/2023

  We apologize for the issue of registration and titling. The registration and title are in the customer's name. If the customer would call ###-###-####, the title clerk can speak to him about where he would like the title mailed delivered. There are several mailing addresses, but none match the current Pennsylvania address. I have attached an MVA VIN Inquiry Report to show that it is registered and title to the customer.

• Initial Complaint

  Date:09/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 and April of 2022, my boyfriend went to Antwerpen Toyota in *********** with the intent to purchase a used Landcruiser. At first it was explained that the vehicle couldnt pass state inspection so they couldnt sell it, my boyfriend was able to find someone to work with them to pass the inspection, the only thing they had to do was replace the windshield which had a few cracks or nicks in it. The dealership was reluctant to do so, but found a third party company to do the job. The next issue was the fact that a cheap aftermarket glass was used, (this next part came to light later), the molding and sealant was reused instead of being fully replaced. When we were called to be told the job was done same day we were in disbelief and almost walked away from the sale. The dealership covered themselves by writing a hand written IOU from the used sales manager ****, stating the windshield was covered under an additional 2 yrs on top of the year warranty from the glass company. We bought the truck, fast forward a year later and we are seeing some sort of seepage from the inside of the windshield so we contacted the dealership and they stated that they refuse because full replacement was not part of the warranty agreed upon. We have gone up the corporate ladder and gotten nowhere. We physically went into the dealership after getting an appointment set up with the service department. However upon our arrival we were immediately met with hostile attitude from everyone, then they called down **** who signed the document. He stood their and told us Im not covering ****, we asked for our receipt for them looking at the vehicle and they had to quickly throw together the documentation because it was never started. While waiting for said documentation **** arrived again and cussed us out telling us we needed to leave but we still hadnt gotten our keys or documentation. They presented us with the documentation asking us to sign it stating that the reason why the windshield is having an issue is because of the wire for the after market light bar on top of the vehicle. They said we put that light bar on, this is not true what so ever, we bought the vehicle with all of the modifications that are currently on it. **** is trying to cover up his mistake and we made that clear when they presented the documentation. **** turned around and called the police after calling my boyfriend an arrogant a****** even though he hadnt been the one causing a scene. When the police arrived they spoke to us separately, one of the officers made it clear they had been called out to that exact dealership several times for the same issue. Then the officers proceeded to ask us about Bills statement which was that we were being hostile and driving the vehicle in and out of the building several times which we hadnt stepped foot in the vehicle since we arrived. We called the upper branches of Toyota after leaving and they keep telling us to go back to this dealership.