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Business Profile

New Car Dealers

Toyota of Hackensack

This business is NOT BBB Accredited.

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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: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.
    [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,

    *** ***mber 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.

  • 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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