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Business Profile

New Car Dealers

Toyota of Hackensack

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Car Dealers.

Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/08/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 have free maintenance on car for 2 years. I bought the car in 2023 and they told me they would have maintenance on car may 2025 . They did not tell me 30 day option to do maintenance in June 2025. The waited till free maintenance ended to tell about maintenance was needed on car . This is not right.

    Business Response

    Date: 08/19/2025

    To whom it concern:

    The Complimentary 2 Year - ****** Mile Free Maintenance in a complimentary program offered to every New Toyota  purchase or lease. The service date and miles

    begin when the customers take delivery of their New **********************. This is a Manufactures gift with your purchase, the dealers have nothing to do with the complimentary 

    gift. The dealers perform service on your New Toyota at every ***** mile interval ****** miles and up to 2 years from purchase date. If your New Toyota falls under this

    program the complimentary maintenance is performed cost free. If you feel this was not case, please advise us.

    Toyota of Hackensack ************* Division

  • Initial Complaint

    Date:05/28/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 name is *** ***, and I would like to formally file a complaint regarding a serious issue with the Toyota dealership located at *** ***** ******, Hackensack, NJ.

    On Saturday night, May 24, 2025, I was driving home on Route 208, heading toward Route 4 East from Fair Lawn. Suddenly, the battery light came on, and moments later, all the dashboard lights lit up. I was driving in the middle of the highway, and I had to slow down cautiously to avoid getting hit by oncoming traffic. I managed to safely exit the highway and stop the car.
    After opening the hood, I noticed smoke coming from the engine and coolant leaking over it. Upon closer inspection, I discovered that the drive belt had come off. This specific part had been serviced just two months ago by the Toyota dealership in Hackensack. I believe this indicates poor maintenance or a faulty installation.
    I immediately called 911 and had the car towed back to the dealership. I left a note on the windshield with my phone number explaining the issue.

    When I went there personally, I brought the detached drive belt with me and asked to speak with the service manager. After waiting about 45 minutes, he met with me and tried to downplay the situation. I explained the risk this malfunction posed to my safety and the inconvenience I experienced—being without a car for two days, the cost of the tow truck, and needing to use ride-sharing apps to get to work. He dismissed my concerns and passed the issue on to another staff member.
    Then today, May 28, 2025, someone from the dealership called me and asked me to pay for the replacement parts.
    I am extremely disappointed and frustrated. This is not the first time this dealership has mishandled repairs on my vehicle, and I am now seriously concerned for my personal safety. I no longer trust them to service my car correctly, and I fear this negligence could result in a severe accident in the future.
    I am requesting your assistance in investigating this matter.......................

    Business Response

    Date: 06/23/2025

    Customer had requested only the drive belt to be replaced during the most recent service appointment.   Months later a separate part which is the the idler pulley tensioner failed which caused the drive belt to break.  ************************* replaced the broken pulley tensioner for customer.

    Customer Answer

    Date: 06/23/2025

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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.

    Regards,

    *** ***

  • Initial Complaint

    Date:10/03/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 August 22,2023 I financed a vehicle from Toyota of Hackensack. I raised concerns about the price of registration because I was overcharged last time. I was able to receive a refund for the last time I was overcharged. I was told that the charges in the contract were an estimate and if I was overcharged I would receive a refund. I was charged $603 for registering a new car but my receipt from the dmv was $396. In addition the DMV charged me $311 alone for registration but Toyota of Hackensack charged me over $400 for registration. I asked them why are the charges from the dmv different than what was listed in the contract. I was told that the receipt from the dmv does not include dealer trac fees. No one disclosed anything about dealer trac fees to me. Dealer trac fees also do not appear on the contract. I want my refund of $207. I’ve called numerous times for an explantation and no one has returned my calls.

Toyota of Hackensack is NOT a BBB Accredited Business.

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