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:05/28/2025

  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 May 27th 2025 I called Maplewood Toyota service department to make an appointment because my sunroof is leaking and it will not close all the way. This was supposedly repaired about 2 and 1/2 weeks ago which is a complete utter lie. It worked for only 2 weeks and now it is broken once again. So I called to try and get an appointment at mayboy Toyota to get this repaired. Yet again Maple Toyota refuse to get me in in a timely manner and expects me to leave my car outside because I don't have a garage and to leak. Mind you it's also been raining just about daily. I refuse to do this. I have garbage bags all over the breath of my car because I simply don't have a sunroof that shucks all the way. This is completely unacceptable. I am currently out shopping for a new vehicle. I will never ever ever suggest a Toyota vehicle for anyone, especially never having to deal with Maplewood Toyota. They refuse to get you in in a timely manner and clearly the service department doesn't know what they're doing because they don't know how to repair things properly because otherwise this wouldn't be happening to me. I wonder how many other people they have screwed and ripped off. I am beyond upset! As far as I'm concerned Toyota can just come and pick up this c*** car. Cause it's flooded and full of water in the parking lot. I'd like a refund for the sunroof that was never repaired properly!

  

  Business Response

  Date: 05/28/2025

  Customers original concern of sunroof not closing was inspected and diagnosed as the sunroof track and cable assemblies lacking lubrication, thus hindering their ability to move the sliding glass. After cleaning and lubricating we noted normal sunroof operation.

  After today's concern/complaint Service Director (****) reached out to customer and offered no charge alternate transportation and an immediate inspection of their sunroof concern that was originally addressed on 4/18/25 (5 weeks 5 days ago). The customer has not returned our call, but the offer of no charge alternate transportation and a no charge inspection will stand. 

  Customer Answer

  Date: 05/28/2025

   I am rejecting this response because:
  
  I was never given no alternative that alone a free of charge alternative.  That's completely false. I did try to return phone call this supposed. **** and was put on hold. Never got a hold of them clearly. Toyota has no idea what they're doing or how to run anything at this dealership. What a nightmare! 

   

   

• Initial Complaint

  Date:01/08/2025

  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.

  Dropped car off Nov 25, 2024 for loud and rough drive. Requested they inspect entire car for drive across country on Jan 1 2025. They guaranteed multipoint inspection. Asked for car wash they said absolutely. They made notes and said they would do a multipoint inspection. They sent video of their findings. I paid $2395.66 and could pick up car. Toyota is far from home but I took car there for quality service. Was able to finally find a ride on Dec 23, 2024. Picked up car and noticed loud squeal coming from tires and tail light was out. I asked staff how this was missed after a multipoint inspection. They could not answer that and said leave vehicle again so they can do the multipoint inspection and look at tail light. They said they will do the car wash this time because that wasn't done. They said they will replace light for free for inconvenience unless its LED and will look into the squeal. They told me they won't work on the car until after Christmas. This all could have been avoided if they did the multipoint inspection. On Dec 26, 2024 they called me and said rodents ate through my wiring and caused tail light issues. It costed $835.50 to fix. The squeal was a non issue. The car was again ready for pick up Dec 30, 2024. I arrived on the 30th and the car was not washed. I asked for their multipoint inspection form that was supposed to be done multiple times now as their process and agreement with me. Staff ***** confirmed the multipont inspection was never done as they said it was. Never done on Nov 25 and never for Dec 23 as they guaranteed. ***** also told me I was way over charged. I was charged 5 hours of labor for the rodent wiring issue. They said they'd reduce the bill but I already paid with their "convenient" link they sent. They did the multipoint inspection on the spot and found many issues. They were able to refund $50 next day. That doesn't pay for being over charged and all the inconveniences. Staff admitted that their techs don't care these days.

  

  Business Response

  Date: 01/09/2025

  The vehicle was inspected and concerns the guest had at time of drop off were addressed or confirmed repaired a with post repair test drive. The vehicle then sat outside for a month before the guest picked up. At that time a noise was heard from the brakes (normal if a vehicle sits outside without use for a month) the technician diagnosed it as aftermarket brake pads making the noise, but not in need of replacement (some brake pads compounds can cause squeaks, but that is not synonymous with bad). A taillight was also found out at time of pickup and after further inspection it was found that a rodent had chewed the wiring and required replacement/repair. This may have happened while the vehicle sat in our lot which is near *******************, a large wetland/woodland area. The statement about a employee telling her she "overpaid" is false. The advisor she spoke with showed her pictures of the damage and the extent of the wiring damage/*repairs. The $50 reimbursement was an online coupon the shift manager applied to her total. For the car wash, we do our best to wash vehicles, but if the outside temp is below 20 degrees it causes problems both with the vehicle and our car wash. 

• Initial Complaint

  Date:10/24/2024

  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.

  Purchased a used GMC AT4 (truck). ****** miles. I purchased the extended warranty as well. The truck has had transmission slipping. 30% at ********* RPM. In between 9th-10th gear. I told them this. They instructed me to wait for my warranty at the 30 day ***** This issue occurred at day 12 after purchasing. I fought them and they agreed to ***** the vehicle. They stated nothing was wrong with it. They sent it to the *** dealership and it was scanned. I was never given any information. I did a ride alone and the mechanic stated he would drive with it connected to a computer. I was then again told there was nothing wrong with the vehicle. I arrived at the Toyota dealership and they had no idea what was going on with the vehicle and escorted me to the *** dealership who stated they updated software. I drove the vehicle home (30miles) and the service engine lights came on and the vehicle whined and made noises and would Not shift properly. I dropped the vehicle off at the gmc to scan and determine what is wrong. I am requesting my money back as this has taken more than 8 hours out of my life. This has affected my children, my income, and my mental health.

  

  Business Response

  Date: 10/24/2024

  ****** ****** came back to us with an issue that our shop could not duplicated. We then engaged *** ****************************** who could not duplicate the problem. The *** Dealership was able to understand the problem and recommended a solution that was not satisfactory to us or Tianna.  So yesterday after ****** filed the complaint, we traded her out of the truck and into a New Rav4. We believe this should satisfy the complaint. 

  Customer Answer

  Date: 10/24/2024

   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.

• Initial Complaint

  Date:07/31/2024

  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.

  Maplewood Toyota and **** has agreed to refund me $3,069 due to not correctly installing tint, clear front ppf films and under coating two months ago and I have not receive the money or has my account been credited. I have been told they will check on it when I inquired about it and never actually respond back. Instead, I have to call them just to be told, they will contact the finance department. The finance department has informed me they do not know anything about my refund. I feel like they are purposely giving me the run a round.

  

  Business Response

  Date: 08/05/2024

  Full amount of refund was applied to his loan on 7/29/2024 and customer has been informed.

• Initial Complaint

  Date:06/25/2024

  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.

  I bought a 2024 Grand Highlander. The rep told me there was a fob shortage and I would get my second one in June. I called and now they told me I have to wait until I get a letter from Toyota to get it ordered. I called 800-Toyota and they told me it will not come until October. Why was I told June? Why doesnt any other dealer have a shortage? Two friends just bought brand new ***** and GMC each received two fobs. My son just bought a new Toyota and received both of his fobs. I want to know what is wrong at Toyota because no one else has a shortage and even Toyota gives two fobs for some vehicles and not for others.

  

  Business Response

  Date: 07/17/2024

  We have contacted **************** regarding this issue.  Her complaint is with Toyota ****************** not Maplewood Toyota.  She feels Toyota is being manipulative in withholding second smart-key fobs and requiring customers to wait for their second key.  **************** has already received her 2nd key so this has become a non-issue.

  Customer Answer

  Date: 07/18/2024

   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.

  Maplewood Toyota is a good company and I am happy with my car.  Toyota Corporation did give me my second key fob after I contacted BBB.

• Initial Complaint

  Date:04/03/2023

  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.

  I brought my car in to Toyota to have an oil change and battery replaced. They recommended I make a number of preventative maintenance items and so had them do almost $2,000 of repair work including an engine coolant flush. When I picked up the car and brought it home I noticed it was leaking red fluid on my garage floor. So I called and they told me to bring the car back in. Now this morning I received a call that I needed my radiator replaced. What my complaint is: I had no leak prior to bringing in my car for recommended repairs and after the repairs I now have a leak. Why should I pay the $600 to get a new radiator when clearly something happened while in the care of Maplewood Toyota. When I talked with the service manager he said it must have been just a strange coincidence, which is a convenient excuse in my opinion. Where are the checks and balances for service work when something goes wrong immediately after? The service manager offered to pay for the labor and I would need to pay for the part. I dont think I should be paying for anything as clearly they broke something while doing the maintenance.

• Initial Complaint

  Date:08/23/2022

  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.

  On July 12, 2021, I purchased a 2018 Toyota RAV4 from Maplewood Toyota. It had ****** miles on it, and when my friend, ****, and I picked it up, my salesman, *******************, told us that they put new tires and new brakes on the vehicle. When I purchased this vehicle, used cars were very high; so, we were very happy to hear about the new tires and new brakes. I said to ***, "Really? That's wonderful!" *** responded, "Oh, we had to do that." I didn't know if *************** meant that the vehicle needed new tires and new brakes or if it was required by the ****************** when a used car is sold. I have been having my RAV4 serviced at Inver Grove Toyota, as it is closer to my home. Recently, after service, I was told that I should have new brakes when the vehicle is serviced again. I was quite surprised, as I have put only about ****** miles on the vehicle. I have been in contact with **************** via email. He responded that they "did tires and either front or rear brakes". He also said "We did tires. I will never say we did something and not do it". **************** DID TELL **** AND ME THAT THEY PUT NEW TIRES AND NEW BRAKES (he said new brakes; he did not say front brakes or rear brakes) ON THE VEHICLE; so, I asked if Maplewood Toyota would look at my vehicle and make sure the work I was told was done was actually done. His response was, "I don't have access to that. You can give ***************** a call at our store and he can provide. Or the other used car manager, ******."

  

  Business Response

  Date: 08/24/2022

  We will reach out to the customer and take care of her concerns.  Thank you for bringing this to our attention.