Complaints

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• Initial Complaint

  Date:03/03/2025

  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.

  On 7-18-2018 I purchased a used Toyota Tacoma for $16,???, out the door after taxes $18,000, from ******* Toyota Kalamazoo MI.*************). On May 9 2023 I took the truck to Metro Toyota Kalamazoo*************) and invested $5,966 in maintenance work on truck as I thought I had a good solid truck. Metro Toyota failed to inform me that this year truck had a recall as frames were rusting out. ****. Toyota failed to mail/notify me of said recall several years earlier when recall was put out. ****. Toyota could have proven they fulfilled their obligation to notify me if they would have paid $2 to the post office for proof of mailing, then their obligation to me would have been met. I only know a mistake was made as I was unaware of this recall. I would like to file a complaint against ****. Toyota also but I do not know how. On 2-24-2025 I took truck to ****** Auto of Sturgis for an oil change. ****** mechanic ****** showed me where the frame had rusted completely through in one spot, with many other areas showing rust. ****** stated in his opinion this frame was shot. ****** further stated he thought this year truck had a recall years ago, as the frames were rusting out. This was the first time I found out my truck was JUNK. On 2-28-2025 I called Toyota ************************** and talked with *****. ***** informed me the the time period for fix had expired, but she would look into it. ***** then called me back and stated their records indicated they had notified me, but they could not prove they mailed the recall. I stated someone in quality control made a mistake causing this problem, and now a mistake has been made in notification, either by post office or Toyota. Why does an independent mechanic know that there was a recall on said truck, and a Toyota mechanic not know, should have known, or not cared that these frames were recalled? Corporate Toyota and Metro Toyota failed to meet standard acceptable levels of business practice. I don't want to go to, HELP

  Business Response

  Date: 03/03/2025

  The 2008 Toyota Tacoma was purchased from another dealership in July of 2018.  The mileage at that time was approximately 96k miles.

  
  The vehicle was first serviced at Metro Toyota five years later in May of 2023 with ******* miles on the odometer. By that time, the recall for frame corrosion had already expired, making it ineligible for further coverage.  The expiration date for the frame corrosion recall was September 30, 2020.

  
  No concerns were raised by the complainant about the vehicles frame in 2023, nor did our technicians note any issues with the frame at the time of service. Our service department addressed the customer concerns noted on the repair order. The vehicle has been driven nearly two years and over ****** miles since that service. 

  
  Recall notifications are issued by Toyota Corporate to the registered owner, this communication does not come from the dealer.  Toyota Corporate controls its recall policies and notification processes. Any further concerns regarding recall eligibility or notification should be directed to Toyota Corporate, which oversees these matters.

  
  Metro Toyota has acted appropriately and in accordance with standard business practices in this matter.

  Customer Answer

  Date: 03/04/2025

  I also desire resolution, court should not be necessary.  Facts concerning Metro Toyota, both good and bad.  Metro Toyota Service Advisor ***** ***** had an obligation to know and mention this year Toyota Tacoma had a defective frame, he did not.  Mechanic who worked on my truck during the one and only time I had it there for repair on 5-9-23, did make a serious mistake.  Said mechanic failed to secure or left out the upper fill plug on transmission.  After Metro Toyota servicing my truck, the transmission started to slip on rare occasion.  On 11-1-23 I took my truck to Frank's Transmission of Coldwater, *************).  Frank's  transmission determined the upper transmission fill plug was missing.  **************** could be seen on the undercarriage of truck, as fluid would sometimes spill out, mostly when turning is assumed.  ***** ***** took care of the entire problem, including the bill at Frank's transmission.  I have had no problems with transmission since this was corrected. I take good care of my truck, as I expected it to be running, when I no longer am.  With SSN and my VA Agent Orange 50% disability, money is very tight.  I am not sure I will be able to hire an attorney, in event resolution fails.  Overall I would still rate Metro Toyota as a good experience, as I also did make one mistake in my life, I think it was back in the 70's.

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23011517
  
  I am rejecting this response because: Corp. Toyota assumes they adequately notified me of a defective frame as they can show they followed their check list of customer notification steps, and they assume no mistakes were made.  Can they prove the mailed notification? In FACT,  they could show they adequately notified me if they would have paid $2 at the post office for proof of mailing. Toyota notification of frame recall was inadequate.  Secondly, the several mistakes made after purchase:  Corp. Toyota cannot show they mailed notification , ie., proof of mailing. Metro Toyota failed to state frame for truck had been under recall, they should know their product. Toyota mechanic did not adequately secure transmission fill plug causing fluid to leak . Upon purchase, truck was worth $16,000 something, what was it worth 5 years later?  I was willing to put $6,000 into an older truck with high mileage, as I felt it was a good truck with good bones. My actions show I had no idea this truck had possible frame issues, as no one had informed me of same.  ****** Auto mechanic named ****** was the first ****** to inform me of frame issues., he is not a Toyota mechanic. I not only was getting an oil change, I had asked him to look into a side issue, the fact that the truck would not always switch to 4 wheel drive.  When ****** showed me the frame rust, I immediately told him not to look into the 4 wheel drive issue. I do not knowingly throw good money into bad things. The history of my actions and the facts, will show any judge that I had no idea the truck was junk. I have serious health issues from Agent Orange exposure, I literally wanted the truck to outlast me. I can honestly say I believe Toyota has a good product and good people who work for them. On this issue, I think their failure to show the $2 proof of mailing is the cause of this problem and assuming no mistakes were made. If Toyota could show proof of mailing, they would be off the hook.  I ask Toyota to please correct their mistake.
  Sincerely,
  ***** ****

  Business Response

  Date: 03/05/2025

  Our position remains clear:

  Metro Toyota is not responsible for notifying customers of expired recalls, especially in cases where the recall expired years prior to the sole service department visit.
  Metro Toyota is not responsible for the vehicles condition years after the customers only visit to the dealership.
  Recall awareness at the time of sale is the responsibility of the purchaser and the selling dealerwhich was not Metro Toyota.
  Any resolution regarding the truck frame should be directed to Toyota Corporate.

  Customer Answer

  Date: 03/07/2025

  As an agent/ambassador of Corporate Toyota, you have an obligation to know your product, and communicate to customers of past or current recalls on said product.  As the ambassador of Corporate you have an obligation to communicate to the customer that they should take this complaint to Corp., and how/who to contact at ***** Toyota.  Then a good agent/ambassador of ****. Toyota would call Corp. Toyota and tell them what to expect, this is good customer service.  Correction, this complaint did not happen years after driving truck; Metro Toyota Serviced on 5-1-23, then on 2-24-25 ****** Auto notified me of recall on frame. When I was informed of recall, did I do nothing, or did I immediately look into it?  Why did I tell ****** Auto to forget about looking into the 4 wheel drive issue, and only change the oil? It is my understanding that when I purchased truck from ******* Toyota, recall had not been put out yet.  Please clarify this, as I will absolutely include them if they have any responsibility in this issue. Let us not forget the main issue here, Corp. Toyota purchased/made a defective frame and put same on my truck.  Someone at Corp Toyota made a mistake, probably quality control.  ********* Toyota prove they notified me? Did I sign receipt for getting notification, or do they have $2 proof of mailing recall notification to me. Either of these two actions would prove Corp. Toyota met their obligation to notify the customer. I will say with absolute certainty, if we are unable to resolve this issue, it will go to small claims court, as I can afford that. I am respectfully asking you to answer these questions I have brought to your attention. Thank you in advance for your cooperation in this matter of mutual concern.

• Initial Complaint

  Date:09/20/2022

  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.

  We inquired about buying a 2022 Toyota cross. We submitted options ( fully loaded) and color (windchill ****** and were told we would be on a waiting list due to lack of production and the vehicle may be out in the fall. we gave $500 to ************************* and was told it was refundable. and could change our mind at anytime. We signed no contract committing us to the vehicle due to no guarantees , then *** texted on 9/8/22 stating Toyota canceled production of the vehicle or pushed it back he wasn't sure. He said they may have another vehicle which was a different color and sent a link of the *** number we responded that it did not have the options that we wanted and was a different color , after that we did not hear anything from him, and were unhappy that we could not get the vehicle we inquired about. *** said Toyota canceled the production of the one we requested with the color and options we wanted. We then went and purchased a vehicle from a KIA ********** to the unknown and no guarantee from ************************* that we could purchase what we requested. When we contacted ************************* about the refund , he said it was not refundable. I responded that he told us the deposit was refundable and that we never signed any contract, he said said he would have his GM contact us which they never did . This is unethical business practices, collecting funds for services / products that were never delivered and no binding contract. he verbally guaranteed the funds were refundable due to he could not guarantee production of the vehicle which was canceled by toyota.