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:05/16/2025

  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.

  On May 6, I bought a 2013 Jeep Wrangler from Lithia Toyota of Missoula. I bought the car with the knowledge that it passed inspection and was ready to be bought. Only the fifth day, the car's engine starting making a ticking noise which was coming from the engine bay underneath the valve covers. This was confirmed by a licensed mechanic at my work, who said it was now unsafe to drive. I went back to the dealership the day after hearing the ticking noise and they said they could not do anything but are willing to buy the replacement parts needed to temporarily fix the car. There was miscommunication where the service manager told me that they took it for a test drive but the sales manager told me they just stood around the car listening for the noise. After receiving both of these calls, I went to the dealership to talk to the general manager. He rubbed it off and said my vehicle is fine and that they cannot do anymore for me. I went in with my wife to ask a few more questions about the dealership replacing the parts for me and if they can give me that claim in writing just incase they do not do what they are promising. The general manager said he does not want to do it because it would be a blank check for him. After being in the office for less than a minute, the general manager accused us of recording him and kicked us out while shouting "I am done."

• Initial Complaint

  Date:03/29/2025

  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.

  I am writing to file a formal complaint against Lithia Toyota of Missoula regarding the sale of a 2012 ********** Tiguan that I purchased on May 11, 2023, for $11,390. Since the purchase, I have experienced consistent and costly issues with the vehicle that I believe were either not disclosed or were not properly addressed by the dealership.The first major issue occurred with the turbocharger, which needed a repair costing $5,500. Shortly thereafter, I faced another significant problem with the water pump, which required an additional $1,200+ in repairs. Most recently, the vehicle's instrument control cluster, which had issues from the date of purchase, needed to be replaced at a cost of $2,200. Additionally, I was forced to replace another control cluster, which was originally priced at $697 but cost me $400 after a mechanics discount.All of these repairs were for issues that were present at the time of purchase. I have attempted to communicate with Lithia Toyota to resolve these issues, but outside of addressing the first repair with the assistance of an attorney, I have not been successful in receiving further assistance or a satisfactory response from the dealership.These ongoing issues have caused significant financial strain and frustration. The total cost of these repairs thus far is approximately $9,300 which is more than the booking value of the car at time of purchase. Additionally, I have come across several other complaints on business review platforms where customers have similarly reported purchasing vehicles with undisclosed mechanical problems, raising concerns about the dealership's practices.I am seeking assistance from the BBB in resolving this matter and obtaining a fair resolution.

• Initial Complaint

  Date:07/31/2024

  Type:Product 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.

  I purchased a new 2024 vehicle from Lithia Toyota of Missoula, ******* on May 21, 2024. At that time I purchased a ************ (Change) Plan for $999. After some consideration, and due to location issues, I decided that I did not want the Oil Plan, which the contract states is fully refundable if cancelled within the first 30 days. On June 5 I called the sales person ***************************** we dealt with at the dealership. Left message and also texted. No reply. Used the chat feature on the dealership website to chat with **************** who said he would send my number to the appropriate person. I received a call from **************, the finance manager at Lithia Toyota on June 6, 2024. On June 7, 2024 ****************** emailed me a cancellation form which I signed and returned immediately. I have called and emailed weekly and I still not received my refund. I have kept a detailed record of all communications. The last communication I have received from ************** on July 19th stated "Everything has been processed and sent in on our end. The biggest thing that is taking the time is we are trying to figure out if we as the store can cut the check for the refund or if that has to come on the corporate side. The head of my back office that has been heading it off is out of the office until Monday so by Monday I should have the answer for you." This doesn't make any sense to me because the refund should be a simple matter, which has certainly occurred before, and for which there should be an immediate solution in place. I feel like I'm getting the runaround in this situation.

• Initial Complaint

  Date:06/12/2023

  Type:Customer Service 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.

  After purchasing a vehicle from Lithia, there was an additional group of packages to protect it. After deciding I was going to sell the vehicle I called an left a message that I wanted to cancel these packages. This phone call- with phone records to prove it, took place less than 30 days after the signed agreement. When requesting the refund per the contact, ********* the sales manager not only ignored my phone call, multiple messages and emails, is still delaying the refund of my check. Despite numerous attempts to collect the money I have not heard anything from the dealership in weeks. The refund process started back in January and 5 months later I still am without the refund. I am requesting the initial 999 purchase price back plus the prime rate of interest for every month this money has yet to be returned.

• Initial Complaint

  Date:01/19/2023

  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.

  I purchased a 2015 GMC ****** **** on 12/22/2023 from Lithia Toyota of Missoula. As I was going through the purchasing process they had an undisclosed $999 5 year windshield protection plan. I asked to have the protection removed, but was told that they can not remove it. I do not want or need this protection and would like my $999 back.

• Initial Complaint

  Date:09/29/2022

  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.

  I purchased a used 2009 GMC Acadia from Lithia Toyota on 6/25/2022. The sales representative used cunning, unethical, and deceptive sales practices. I requested to be informed of all service history and any inspection results obtained by the dealership's service and repair shop The dealer then afforded me a copy of the Car Fax, however, he purposely did not show me a copy of the inspection/service invoice, and later left the inspection results in the glove compartment showing the true extent of repairs needed to the vehicle. Upon my review of the service invoice from the dealership provided after delivery and not shared with me during the sales process, I learned the vehicle had a timing cover leak, broken sunroof, power steering rack leaking, front struts leaking, and engine leak. I purchased the vehicle via a contract for $10,500 with the usual documents being signed as required by a dealership.I had months of back and forth with the sales rep. and the finance manager, however, I was not afforded recourse. The sales rep said the vehicle was sold "as is" and there was nothing that could be done. My argument is that I was deceived, and was not told the "is" portion of "as is."