Complaints

This profile includes complaints for Toyota Subaru Scion of Morristown's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Toyota Subaru Scion of Morristown

  169 Ridgedale Ave Morristown, NJ 07960-4069

• 

  Toyota Subaru Scion of Morristown

  175 Ridgedale Ave Morristown, NJ 07960-4069

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:06/12/2025

  Type:Product 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.

  On Friday, May 30, 2025, I visited Toyota of Morristown in NJ and agreed to place a $3,000 deposit on a vehicle that was not on-site but would be delivered from another state in approximately three weeks. Before signing the deposit agreement, I asked the sales agent twice whether the deposit was refundable if the deal didn’t go through, and he assured me it was. The written agreement also stated the deposit was refundable within 30 days if the purchase did not proceed.
  
  On Monday, June 2, I called to cancel the order due to a change in personal circumstances. The agent acknowledged my request and hung up. From that point forward, I attempted to contact the dealership daily, calling multiple times a day to the manager, leaving voicemails, and speaking with receptionists who promised callbacks. No one returned my calls.
  
  On June 5, I visited the dealership in person. A different manager told me I had no right to a refund, despite my early cancellation and the refund policy clearly outlined in the signed agreement. The following day, June 6, I finally reached the original manager by phone. After a brief and tense conversation, he told me they would not issue a refund. I informed him I would seek legal action. Shortly after that call—about 30–60 minutes later—I received a call from the dealership stating they would refund my $3,000 and send me a check.
  
  As of today, June 12, I have not received the refund or any further communication. Despite my repeated efforts to resolve this directly, I have been ignored and misled. Their refusal to honor the written agreement and lack of response have caused me significant stress and frustration. I feel I’ve been taken advantage of and treated unfairly. I am urgently requesting the return of my $3,000 deposit, along with written confirmation, before pursuing further legal action.

  Business Response

  Date: 06/13/2025

  The check was mailed Wednesday, June 11. 

  Customer Answer

  Date: 06/16/2025

  [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:04/23/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 certified preowned vehicle from Toyota of Morristown. They knowingly sold me a truck with underlying issues. There was ****** miles on this vehicle, and I had to replace the brakes twice Because there was an underlying issue with the *** system that they failed to tell me about. there was a problem from the very beginning, and i was told it was normal by the salesman, but after investigation its coming to light that this was a problem from the day I drove off the property. There was a code coming up on the vehicle from day one. Stating *** problems . Warranty should cover this. Ive already paid out-of-pocket for brakes on a practically new vehicle twice

  Business Response

  Date: 05/05/2025

  Customer purchased the *************************** Forerunner from Toyota of Morristown four years ago and has not brought it back to the dealership for repairs since then.  This is the first time the issue has been brought to our attention.  Since purchase, the vehicle has been driven ****** miles and been service at another Toyota dealership nine time.

   

   

  Customer Answer

  Date: 05/05/2025

  
  Complaint: 23241636
  
  I am rejecting this response because:
  I have reached out to this dealership numerous times since I bought the truck with no results. Problem has only gotten worse. Very low mileage vehicle still to this day..  bottom line, this dealership sold me a truck with safety issues. Code was stored in the system from day one. No engine light. Stored code .  I live two hours away from this dealership, so I brought it to my local dealership..But I did reach out via telephone multiple times.  I feel this very serious safety issue should be fixed . No charge to me. Dealership has already refused to fix the problem. So we have nothing more to talk about.   

  
  Regards,
  
  **** ******

• Initial Complaint

  Date:03/31/2025

  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.

  I put a refundable downpayment of $500 on a 2025 Subaru on March 22. That same day I canceled the order and was told the refund would be put through. I have called the merchant multiple times and visited the dealership where I was rudely told they didn't know when the bank would get it and that "I would get it when I get it." To date, my bank has not yet received the cancelation. Due to the lack of cooperation I had to open a dispute with my bank to try to recover my refund.

  Business Response

  Date: 03/31/2025

  The refund to the credit card has been initiated.  

  I would like to note that in response to Mr. ****** commitment on October 27, Subaru of Morristown located, and incurred the effort and expense of swapping in a vehicle.  Many dealers would not refund the deposit once a swap has occurred.  

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  To Whom It May Concern, vehicles.
  
  
  I was offered free lifetime oil change, which was included when I purchased two vehicles.
  
  Initially, the dealership honored the free oil changes. However, a year later, they charged my wife for an oil change despite my providing the necessary documentation showing the free oil change benefit. Additionally, they attempted to upsell unnecessary repairs, which I declined.
  
  Seven months ago, during an oil change, the dealership damaged the oil drain screw. They quoted me $1,100 to fix it. I declined their exorbitant offer and asked them to screw it back in, despite it leaking. I then drove to my trusted mechanic, who repaired the issue properly for $149.28.
  
  On Saturday, January 11, 2025, I returned for another oil change. After waiting for two hours, they damaged the oil drain screw again and quoted the same $1,100 repair cost. When I refused, they refused to add new oil, leaving my car unusable. They told me to call a tow truck and informed me that I was no longer welcome for oil changes at their dealership. I had to tow the car to my mechanic, incurring significant costs: $225.90 for the repair and oil, and $700 for the tow truck.
  
  Following this incident, I contacted Toyota headquarters, requesting reimbursement for the repair invoices and towing costs, and permission to use a different dealership for future oil changes. Despite weeks of negotiation, Toyota has failed to adequately address the issue or provide reasonable compensation.
  
  This treatment is unacceptable, especially considering the lifetime free oil change agreement. I am requesting the following resolutions:
  1. Full reimbursement for the repair invoices ($149.28 and $225.90) and the towing cost ($700).
  2. Written confirmation allowing me to utilize another Toyota dealership for future oil changes under the free lifetime oil change agreement.
  
  Thank you for your attention to this matter. I look forward to your prompt resolution.
  
  Sincerely,
  ***** *****

  Business Response

  Date: 02/14/2025

  We see no basis for any refund.

  The customer has not spent any money for services provided at Toyota of Morristown.  He came only for free oil changes, which were provided for the past fourteen years.  There is nothing to refund.

  The dealership did not, as the customer alleges, damage the oil drain plug when the customer came in for a free oil change seven months ago.  The drain plug was stripped, due to the age of the vehicle.  The dealership managed to reattach the drain pan so as to be able to put new oil in, but the told the customer that for new oil to be added in the future they would need a new drain pan ($1100.). The customer declined and claims they went to another mechanic who took care of the problem for only $249, but did not specify what was done for the $249.  Whatever the mechanic did, it did not take care of the problem as when the customer returned for a free oil change in January the plug was still stripped and, as we told the customer at their prior visit, the current plug and pan could not be reattached so as to hold the new oil.

  The customer should instead seek a refund from the mechanic to whom they paid $249 and left them with a vehicle to which new oil could not be added. 

  We see no basis for any refund for the costs the customer claims they incurred.

   

   

  Customer Answer

  Date: 02/16/2025

  
  Complaint: 22846195
  
  I am rejecting this response because:
  Subject: *********************************** Changes & Repair Reimbursement
  
  Dear Rain F,
  
  I am writing to formally express my dissatisfaction with the handling of my vehicles oil drain plug damage, which resulted from service performed by Toyota. The repeated damage and lack of accountability have caused me significant inconvenience and financial loss. Below are the key incidents:
                1.           March 22, 2024 During a routine service appointment, Toyota damaged my vehicles oil drain plug. As a result, I had to pay $149.28 out-of-pocket for repairs by my mechanic.
                2.           January 11, 2025 After my mechanic previously repaired the damage, Toyotas service department once again damaged the oil drain plug. This time, I was forced to pay $225.90 for another repair.Additionally, I had to arrange a tow truck, which was covered by my insurance but cost $700 upfront.
                3.           Unacceptable Response Instead of taking responsibility, the service team refused to cover my repair costs and revoked my lifetime free oil change benefit that was included with my purchase of two vehicles. Furthermore, I was quoted $1,100 for a repair that my mechanic was able to complete for a fraction of the cost.
  
  Given these circumstances, I request the following resolutions:
                            Full reimbursement for my repair expenses ($149.28 + $225.90 = $375.18) and towing costs ($700), totaling $1,075.18.
                            Written confirmation that I may continue utilizing another Toyota dealership to receive the lifetime free oil changes as originally promised.
  
  This situation is both unacceptable and highly disappointing. I expect a prompt and fair resolution from Toyota customer service. Please provide a response at your earliest convenience.
  
  Sincerely,
  ***** *****
  Phone: ************
  

• Initial Complaint

  Date:08/21/2024

  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.

  Toyota has had my car for 3 weeks. Without a resolution. There is little to no communication even after being told I would be provided updates daily. I am being charged 12 hours of labor/diagnostics ($2,400) for issues that should be covered by warranty for this 2019, 51k mile vehicle that is well maintained and has been in no accidents. Communication is short and without detail and when I ask for updates I get “not yet” answers.

• Initial Complaint

  Date:03/24/2023

  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.

  We brought our car to Toyota of Morristown service with the check engine light on. They diagnosed the issue and charged us for the diagnosis and the part, which was backordered possibly up to six months. This was not a crucial part, I think a thermometer casing or something. We paid $350 in March, 2022 for the diagnosis and the part.They never called us back. We took the car elsewhere for inspection in February, 2023 (the dealer doesn't do inspections). It failed due to the check engine light. and the mechanic diagnosed and replaced the part. We paid this mechanic the full amount for a completed job. I called Toyota to discuss a refund for the diagnosis, which was correct, but had to be re-done to pass inspection. The first call they told me I needed to speak to *****, (who checked me in a year before). He didn't return my call and I called again. Again, no call. On March 24, 2023 I called again and same story. Today I said I'm calling back in 45 minutes if he doesn't call back to speak to a manager. He didn't call, I called back and he finally got him on the phone. He told me I needed to speak to the parts manager, but he couldn't find him. He would not give me his direct manager's name, I asked **** times. I told him I'd hold while he looked for the parts manager, he hung up.I called sales to talk to someone else, who transferred me back to service that finally gave me **** (*****'s manager). She got ***** the parts manager right away. They offered me a refund on the part less a restock fee (about $60 total). I declined as I had to pay for another diagnosis and they got the director *** on the phone. We spoke for about 45 minutes. It was contentious, I was fed up and he called me an extortionist for telling him I would file this complaint and put very reasonable low ratings on Yelp and ******* He admitted on the phone that they got the part 6 or 7 months ago & did not call me back. I want a refund for the diagnostic as I had to pay someone else to do it.