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:06/22/2025

  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.

  I made this mistake of taking my truck in to have control arms installed., While there I was told I needed tie rods, so I told them to go ahead and do it. After picking up my truck, my steering wheel wouldn't return and would squeak when turning. So I called them back and was told, I knew I I told you tie rods, but I meant to say power steering rack. I am not a mechanic, but even I know the difference between the two. The service Manager ******* **** said, he would have his "Master Tech" look at it. EWhen he did he said, he doesn't need a new rack, there is nothing wrong with it, howev er its off center. ******* called me into the dealership as he had some questions and wanted to show me the suspension of my truck. When I got there I was asked by ******* why I brought it to a toyota dealership, when I was using aftermarket parts. I told him what do you mean, I bought the oem parts from your dealership. All of a sudden ******* started himming anad haying, then saying wwell we had an order on hold and didnt know it was yours, and gave me some other excuses, as well as admitting to chsrging me for work, that waas never done. Because of this ******* told me he would sell me a oem rack at cost and wouldnt cvharge me for the labor. After doing this my steering still wasn't returning and was still squeaking. He then said lets do the ball joints and if it doesn"t fix it I won't charge you. Well he still charged me and it didnt fix it. fast forward 17 months, and 8.000 miles, I went to go get my rear brakes replaced at a different mechanic. While getting the brakes done, the mechanic looked at my vehicle and noticed my front suspension was super sloppy as well as my rack and it was leaking. I told him thats impossible, as I just put a brand new rack in it less than 2 years ago. I had the mechanic take pictures of it and send it to me. yes its leaking, and the part number doesn't match the part number on my Sandia Toyota receipt. Do not do business with this dealership.

  Business Response

  Date: 06/23/2025

  Service manager spoke to customer.  Asked customer to get it checked by another Toyota Service Department. 
  
  December 8th, 2023 on RO 102781 Customer came in stating that his neighbor had diagnosed his 01 Toyota Tundra Miles 216074.  Customer supplied aftermarket control arms the dealership installed them for the customer. At that time the tie rod boots torn on outer end, missing front wheels center cap, the dumper was damaged, thermostat housing beginning to leak, front brake rotors had head spots and there was a rattle in the skid plate.  Customer authorized the boot kit and ball joints.  We replaced the ball joints and installed the boot kit.   
  
  on December 13th, 2023 customer returned to the dealership stating steering will not return to center.  At that time, we recommended a rack and pinion, customer declined repairs at that point.  We didn't charge him to look at the vehicle.  
  
  December 18th, 2023 Customer returned stating the steering doesn't return after making turns. The vehicle had a aftermarket rack and pinion.  That aftermarket steering rack was improperly adjusted causing a low turning radius to one side and causing steering wheel to constantly be off centered.  Also found the driver's side outer tie rod to be for the right side.  
  We replaced the steering rack (rack and pinion) with a remand unit from Toyota.  We found on RO 102781 that we had a billing error, and the customer was over charged.  Due to this we covered all the labor to install the steering rack.  We replaced the upper ball joints with parts from Toyota. We performed an alignment and the vehicle was fixed.  
  Customer stated to us at that time that he was going to return to the shop that replaced the steering rack originally and ask for a refund.  We offered to provide the steering rack to him he would just need to pay the core charge.  Customer declined.   
  
  Customer comes in a few days later, no RO was written and stated there was squeaking noise since the repair, our tech showed customer that there is a worn-out bushing on the steering collum that is making that sound.  This would not be abnormal due to age of vehicle and miles on the vehicle.  
  
  The dealership installed the remand steering rack with OEM part, in addition took care of the labor and discounted the parts.  The dealership has done everything we could to ensure *** ****** is happy.  We asked that he take the vehicle to another Toyota dealership for conformation that is the correct part installed.  *** ****** continued to yell.

• Initial Complaint

  Date:09/26/2024

  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 have chipped paint underneath my rear bumper. Because there was no collision or damage and the car is very new I brought the car to Sandia Toyota to get a warranty repair. I brought the truck in on sept 24th and was told that the repair can be done they just need to make sure the paint was the original manufacturers. I brought the car in on sept 26th to get the measurement done. I was told to wait in the waiting room. When I came out they pointed to some slight cracking in the bumper and said that is why the paint underneath was damaged due to some collision, this collision did not happen. This cracking was not there before I went in on the 26th and I have photo to prove that. They showed me pictures of the cracking saying that they were taken on the 24th but would not send the files to me and could not provide a time stamp.
  
  I spoke with the woman that was parked behind my car who said that three people were moving my bumper and pushing it. I have her contact information and can provide it. It’s my belief that with manipulation of the rear bumper they were able to get some spider cracking to appear and thus not have to do what is most likely a costly service repair.

• Initial Complaint

  Date:09/08/2024

  Type:Sales and Advertising 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 bought a 2018 Jeep Wrangler from this dealership in February of 2024. Since I’ve owned this vehicle I have nothing but issues with the car, i started having issues with it not even 10 hours after owning it and em driving it to work the next day. It a used vehicle I tried to being the car in to get checked within the first 15 days of owning it and I was told I wasn’t able to get an appointment until two months out (may) I booked a appointment to get help and was told when I get there that it’s a jeep and they are a Toyota dealership and they can look at it but can’t guarantee they’ll fix it. I’ve had this car at their shop many times and as a first time car buyer and being young I feel completely taken advantage of and out to the aside by the dealership. I have talked to all their managers even the GM of the dealership. I’m paying about 1300 a month for car that’s doesn’t run correctly, has over heated multiple times since I’ve bought it, and does not run properly any more.

• Initial Complaint

  Date:06/13/2024

  Type:Customer Service 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.

  my complaint is, i bought a Toyota Tacoma 2023 last year, and it did not come with a second key fob. i was told a second key fob would be mailed to me. It's been over a year now and i still haven't received my second key fob. I call and numerous times. i keep getting the run around and promises of a second key fob. So now i'm requesting help from the BBB for help. i am a good customer and make my payment on time or before due dates. I simply want my second key fob that i paid for.

  Business Response

  Date: 07/24/2024

  This was a used car that was sold "as is."  We have no record of him paying for a second key fob.

  Customer Answer

  Date: 07/24/2024

  Complaint: ********
  
  
  
  I am rejecting this response because: the vehicle was sold as new, because i had received all new vehicle benefits, just like a new vehicle. the contact does not state "as is". in fact during the negotiation i was promised a second key.
  
  
  
  
  
  
  
  Regards,
  
  
  
  **** ***
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:05/27/2024

  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.

  Sandia Toyota sent me wire transfer instructions and information to wire funds to the account specified . However after funds sent i called dealer and attempted to provide Sandia Toyota with payment confirmation trace number multiple times they responded with we have no way to validate payment reviewed. Here is that number trace# 0**************.

  Customer Answer

  Date: 06/11/2024

  Company not responding, I reached out to company today and they actually hung up on me.  Exchanged emails with Mark Holmes with no responses. Vehicle currently has lien as security I interest granted in property Filed with Secretary of State Creating a position of superior claim and First in line first in time status.  Our main objective is a equitably non belligerent peaceful resolution without the need of injury to dealerships reputation or disruption of operations and most importantly exposure of Trade secrets and certain processes that we have given much consideration to.  Deceptive and unfair practices cannot be tolerated.
  

  Business Response

  Date: 06/25/2024

  Wherever he sent the money we did not receive it. 

• Initial Complaint

  Date:07/06/2023

  Type:Billing 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 scheduled service online where it said the cost of a tire rotation for the 75,000 mile maintenance would be $25,95. When I arrived I received an email saying I approved a $25.95 fee for tire rotation. When they finished I was given a bill for $79.90. The service manager said there had been a price increase and I did not have the time or energy to argue with him so paid the bill.
  At the least this very deceptive trade practices and a very unfair method of doing business.

• Initial Complaint

  Date:03/01/2023

  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.

  Sold my used car to dealership. Was told Zelle would be used for payment method the following morning at the latest, due to the lateness of the transaction. Sales person who helped me, is not working.
  I called and spoke to another associate without resolution, who also said he is looking for answers. Sandia Toyota has not given me resolution or compensation for this deal as of yet.