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:06/03/2025

  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.

  05/08/2025 Bought 2025 Toyota Sienna vehicle has issue, since Day one, next couple days I took it to their service Department twice, I vehicle kept in their shop for 8 day, together, never provided a loaner, or compensate the time for being out of it. also they have claimed the changed 2 parts, the vehicle sill making noise, and never fixed, spoke with internet manger, his name is "Tal" at first he assured me to get everything taking care , but he never did, I have to call/text twice, finally responded with not able to help, and refer me to the *** GM had a better Idea, to trade me out of the vehicle to help out the situation, but I found out, I am going to pay extra money $1300 in order to do the deal. now I am still with a vehicle not fixed no trade.

  Business Response

  Date: 06/13/2025

  Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

  Thank you. 

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23410031
  
  I am rejecting this response because: ISSUE BEEN ON GOING since purchased made, **, offered to trade charge $1300 extra for another Vehicle, that I have nothing to do with, also Dealer never reimburse for 8 days rental with no vehicle I don't have, they also, replaced couple parts on my vehicle that no need to be replaced., and my vehicle still have the same issue!

  this dealer id one on good thing, they made the deal with me and received all my money in full, with 0 customer ********************** to retain back.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 06/23/2025

  The General Manager has made the offer mentioned by the customer, but it was declined. The General Manager advised that he would be willing to work with the customer to come to a suitable resolution if they are able to visit the dealership to have a discussion. The customer is also working on a buyback with the manufacturer, Toyota. If the customer is willing to visit the dealership, please contact the dealership to arrange a meeting with General Manager ***** ******. 

  Thank you. 

• Initial Complaint

  Date:05/13/2025

  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 purchased a car o 4/8/25 which was paid in full at time of sale.I have received nothing in regards to the vehicle I already paid for No title, no plates, not even an EDRS number so I can register the car with DMV The tags/drive permit are expired now and I have nothing I have called and emailed several times with no response I need this resolved

  Business Response

  Date: 05/29/2025

  Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

  Thank you. 

• Initial Complaint

  Date:04/28/2025

  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 came in to get my car serviced yesterday. ******** told me I needed an oil change and my coolant flushed. After 2 hours The service person, ******** told me that I needed my oil pan replaced. He said it would cost me $800. I said forget it I dont have that kind of money. He said I had no choice because my car was no longer drivable because it doesnt hold oil. Prior to bringing my car into auto nation, my car did not have any check engine lights or low oil pressure notifications. No leaks whatsoever. According to the service department i was require to pay for parts and labor too. They would not let me leave without replacing the oil pan due to it not being able to even hold a quart of oil. It does not state on the service paperwork that the vehicle had any notifications on the dash .I called my son who is also a mechanic for Toyota to tell him what happened. He said to bring the damaged oil pan home for further inspection .Upon further inspection he discovered that the Drain plug threads on the oil pan had been stripped out. This is cause by technicians using an impact to begin threading in the drain plug before starting it by hand.Also he discovered that the technician bent the oil pan trying to remove it from the engine block. I want all My money back from yesterday. They kept me there for over 3 1/2 hours for nothing and I lost time at work.

  Business Response

  Date: 05/15/2025

  Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

  Thank you. 

  Customer Answer

  Date: 05/29/2025

  This case is not closed. Im still waiting to hear from Toyota nation I havent gotten any answers yet.

• Initial Complaint

  Date:12/19/2024

  Type:Sales and Advertising 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.

  Dealership sold us a lemon then tried to cover it up. Vehicle needed major repairs. Refused to give us our money back. Sales manager Tal Gru proceeded to deposit and cash a check after we returned the vehicle because they were upset we wouldnt keep it. Now they are ignoring our credit union. Extremely disappointed with the service. AutoNation should be ashamed of their workers. We were planning to purchase another vehicle from them. Not anymore. You lost a big sale. Give us our money back in full. We want to be contacted by the corporate office and General Manager of AutoNation. We expect an apology and this to be resolved immediately. If not resolved immediately we will leave countless bad reviews, alert social media and make sure the local community is aware vehicles are not being properly inspected. Bad business. We are extremely disappointed with your actions as a whole company. We really thought you were a reputable company. Extremely sad. I expect to hear from your office within 24 hours in regards to our customer dissatisfaction. Will obtain legal representation if need be

  Business Response

  Date: 12/26/2024

  Thank you for bringing this concern to our attention. The management team agreed to the return of the vehicle and sent the customer's check via ***** to ensure it is delivered. 

  Thank you. 

  Customer Answer

  Date: 12/26/2024

   
  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. Thank you ***** ******
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:08/20/2024

  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.

  I purchased a car through AutoNation Toyota on 7/31/2024. The finance guy recommended adding Care package plans which cost $7835 additional. The next day I contacted a dealer to cancel all the packages and asked for a refund. The first response was "ok, I will let you know how to get that done when I get into the office (8/1 text message) . No response from him after so I texted him on 8/3. He stated, "The loan was already funded so we can't do anything about it". I kept asking to cancel, then his response was we could cancel one by one but it's a long tedious process. it will take a couple of months. so I told him to go ahead and cancel. It took 2 weeks for him to send me cancellation paperwork after my husband made a final phone call. The e-mail I got was only one policy cancellation request ( He added 4 different protection plans). I asked him to cancel all of the plans but he said this is the first step.I contacted GM, and sent an email regarding this matter but no response. It's been more than 2 weeks since the first request, It is frustrating that it took so long to process it ( still fully processed yet) .

  Business Response

  Date: 08/23/2024

  Thank you for bringing this concern to our attention. A member of the ***************************** is assisting the customer with their cancellation moving forward. 

  Thank you. 

  Customer Answer

  Date: 08/26/2024

   
  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.
  Hope It will resolve soon, and other customers won't get scammed by this employee. 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/14/2024

  Type:Order 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 recently purchased a RAV4 from AutoNation Toyota Las Vegas and paid a $5000 deposit, and would like to bring to your attention a matter that has left me extremely disappointed.During the car buying process, the salesperson LaTahj ***** promised to provide me with AutoGear window tint, exterior protection for 3 years, dent protection for 3 years, and wheel locks, and signed these agreements on the quote sheet as commitments and guarantees. However, upon taking delivery of the vehicle, the manager ***** ****** not only denied these promises, but also displayed a disrespectful attitude. He flat out denied the agreements, stating that whether we needed these items was not within his consideration, and failed to provide any satisfactory resolution. Despite having documentation proving the agreements, he claimed that the commitments signed by the employee did not bind the company as he did not approve them. Due to the high demand for the vehicle we purchased, we were left with no choice but to accept the delivery without these items or to accept a refund. It is important to note that we have already paid a $5000 deposit.Furthermore, he did not offer any solutions and showed no willingness to address the issue. In the end, he unilaterally decided to refund us without our agreement.The way AutoNation Toyota Las Vegas handled this matter and the disrespectful attitude of the manager have left me extremely dissatisfied. I believe this to be a serious case of sales misrepresentation and breach of contract, and I hope that you will investigate and resolve this issue.Thank you for your attention and assistance.

  Business Response

  Date: 08/22/2024

  Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

  Thank you. 

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22109185
  
  I am rejecting this response because:So far, no one has contacted me.
  
  Sincerely,
  
  Muzi **

  Business Response

  Date: 09/10/2024

  The General Manager contacted the phone numbers on file and left messages requesting a return call from the customer but have not received one. If the customer would like them to contact an alternate phone number not listed in this complaint, please respond with the best contact information. The management team is looking forward to assisting the customer. 

  Thank you. 

• Initial Complaint

  Date:07/31/2024

  Type:Sales and Advertising 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.

  Dealership charged me $905 for Drive away Permit, it's only cost $8.25 for NV DMV (attached doc provided). Dealership did not calculate correct amount for registration fees, cost me Additional $815 to the ****

  Business Response

  Date: 08/14/2024

  Thank you for bringing this concern to our attention. The dealership uses a third-party company in ********** to assist with out-of-state vehicle registration which charges a set rate. Because the customer was registering their vehicle in **********, this registration fee was charged. Please see the attached signed sales menu for reference. The Drive Away Fee was $8.25. The customer's copy from finance lists both the CA registration fee and drive away fee under one name for convenience. 

  Thank you. 

  Customer Answer

  Date: 08/18/2024

   
  Complaint: 22045710
  
  I am rejecting this response because: I paid $905.25 for the drive away permit. Please have dealership provide the full purchase agreement and see the total purchase price include what the fee for drive away permit. 
  
  Sincerely,
  
  *******

  Business Response

  Date: 08/28/2024

  Yes, as previously stated both the California registration fee ($897.00) and the drive away fee ($8.25) is listed under the name of Drive Away Fee on the customer's finance agreement. When added together, the CA registration fee and drive away fee total $905.25. Please see the attached documentation to view the separate breakdown which is highlighted on the customer's signed ********************** menu. The combined fee is listed on their finance agreement, equaling the same amount, $905.25. 

  Thank you. 

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22045710
  
  I am rejecting this response because: I had to paid CA DMV additional $815 for the registration. 
  
  Sincerely,
  
  *******

  Business Response

  Date: 09/13/2024

  Please refer to the documentation previously provided highlighting the breakdown of the fee's required, signed by the customer. The California registration fee is separate from the drive away fee of $8.25. In total, the drive away fee and CA registration fee equal $905.25 which are both listed on their final purchase agreement under the name Drive Away Fee. 

  Thank you. 

• Initial Complaint

  Date:07/25/2024

  Type:Sales and Advertising 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 purchased a car through Auto Nation Toyota in Las Vegas. The whole process took weeks for me to get the car. I specifically asked the sales person if there was any damage because I used to work at a dealership and I know cars well. I told him I would not want the car if there was damage. I live in ********** so I paid for the car to be delivered. They were supposed to deliver my car on one of the two days I have off so I can inspect it, but of course they came on a day I was working. As soon as I got home I inspected the car and there was multiple places of damaged. I called them the same day and told them I did not want the car, so I sent pictures of all the damage. The car also came filthy with an extra ********************************************************************************************* so they told me to pick a different car and I found one 4 hours away in *************************, **. This way I can go in person and get the car. They told me to go down and the car would be reserved for me. I also spoke to the dealership and told them I would put down a deposit if needed to reserve the car. Then I drove 4 hours there and 3 hours in they called and told me my car was sold. Then the Vegas salesman told me I can either return the car or they can fix the car for me. The next day they told me I put too many miles on it by driving it to the dealership they told me to go too, and now I can't return it. So I wasted a day taking off of work, a full tank of gas driving there, and now I am stuck with this car. They told me they would fix the car for me instead, now its been three days and Tal Gru (GM of Vegas Dealership) has been dodging my calls. I have all this proof in writing. They have been putting me thru so much this entire summer and its unacceptable.

  Business Response

  Date: 07/30/2024

  Thank you for bringing this concern to our attention. The management team has been in direct contact with the customer to arrange repairs to be completed at their local at the dealership at their cost. 

  Thank you. 

  Customer Answer

  Date: 08/13/2024

  They are paying another autonation to fix the damage to the car. The car is currently being worked on, but it has not been paid for yet. 

• Initial Complaint

  Date:07/02/2024

  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.

  I purchased an extended 72 months warranty for my Rav4 on 08/20/2021 for $995.00. See attachment.I sold my Rav4 in March 2024 to Carmax in Las Vegas.Carmax paid off the loan balance including the 72 month warranty to Toyota Financial Services.Carmax gave me a check for the proceeds after paying off the loan above.Toyota Financial Services sent a refund check to Autonation Toyota Las Vegas for $511.12 on April 25th 2024 (wholesale invoice #******) for the unused warranty. This check should have been sent to me since I paid off the loan and the 72 months warranty via *************************************** Services asked me to contact Autonation Toyota Las Vegas to get the money back.I contacted Autonation multiple times over the phone to talk to their finance department but I get voicemail or someone in sales who said that they would leave a message for them to call me back.I am out of the country since late April and cannot go in person to the dealer.I want Autonation to issue me a check for $511.12 for the unused warranty refund.Please, feel free to contact me on my US number if you need any additional information. it works while abroad.Thank you,***********************

  Business Response

  Date: 07/15/2024

  Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

  Thank you. 

  Customer Answer

  Date: 07/31/2024

  Hello,

  I have not received any communications from AutoNation. I do not see any communication from them to me in your history either.

  They have not resolved the matter,

  Thank you to keep this claim opened.

   

  ***********************

  Business Response

  Date: 08/08/2024

  A request to stop the check to the lienholder has been issued. As a payoff letter is required for approval to send the check directly to the customer, can they please provide one at their convenience?

  Thank you. 

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 21930114
  
  I am rejecting this response because:
  

  I have attached the letter from Citizen, the loan company,  that my account has been paid off.

  I do not understand why Autonation is refusing to communicate with me. I have received no communications from them and this is making the process very difficult to resolve.

  Toyota Financial Services requested the letter. Once I received it I contacted them but then they told me that they had already sent a refund check to Autonation Toyota dealership. They also told me to contact Autonation which I did on multiple occasions by phone but got the run around from them. I left multiple messages for their finance department to contact me (operator and sales departments messages and voicemail to finance extension). They never replied to my request for someone to call me back to resolve the matter.

  Recently, I even sent an email to the general manager. Still no reply.

  I do not know where and to whom I am supposed to send this letter to get my warranty refund.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/22/2024

  Please see the attached notification regarding the customer's GAP refund. The process of a GAP refund includes the lender providing a refund to the customer for early payoffs as required by the State. The customer will need to contact their lender directly to obtain an update, as we cannot access their systems. Our records indicate a check was sent to ************* on July 16, 2024. 

  Thank you. 

• Initial Complaint

  Date:04/16/2024

  Type:Order 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 bought a truck from them. They have not provided me with a title or temporary tags. I will not be able to drive the truck in 4 days, and I use it for work. They are not returning my calls.

  Customer Answer

  Date: 04/16/2024

  Thank you so much for the help. 
  
  Here is some updated information.
  
  It has been 30 days since I bought the truck, and I will not be able to drive the truck tomorrow, because the temporary moving permit will expire at the end of today.  I continue to call the dealer and calmly ask for help in this mater, but the will not answer or return my phone calls.  When they did answer, they lied to me multiple times, telling me that the title has been transferred to my name / or claim that it is in the mail.  I have gone to the **** called and talked with the **** and talked with other dealers.  They all agree, that this is not the proper way to transfer the title of a vehicle.
  
  The General Manager phone number - ************
  The sales man that sold me the truck (JP or ****) ************

  Business Response

  Date: 04/19/2024

  Thank you for bringing this concern to our attention. The case is still under review. We will provide a response within ***** business hours.

  Thank you. 

  Business Response

  Date: 04/19/2024

  Thank you for bringing this concern to our attention. The case is still under review. We will provide a response within ***** business hours.

  Thank you. 

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 21568315
  
  I am rejecting this response because:  They have told me endlessly that they are reviewing the case, and will look into it, ya ya ya.  All Lies.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/26/2024

  The title has been received by the dealership and the correct paperwork has been sent to the Arizona DMV.

  Thank you. 

  Customer Answer

  Date: 05/05/2024

   
  Complaint: 21568315
  
  I am rejecting this response because: This dealership lied to me over and over.  Then they would not return my phone calls.  As you can see, they do not even include an apology for any of this.  I Have no dough that this is just another lie.  Also, how does this help resolve the hours that I spent trying to figure out what was going, and cover the cost of the rental truck that I had to get due to there unwillingness to help me solve the problem they created for me.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/09/2024

  First I would like to apologize for the inconvenience *********************** endured. The title paper work has been resolved and our title team sent the proper lien release from Navy ******************** immediately upon receiving it. There is no excuse for a lack of follow up during this time. 

  I have left ****** a message again today, asking him to call me if he is still having issues with registration. The paperwork was sent to the *********** with a fed ex tracking number 776058785935 on 4/22/2024, an email was also sent to ******`s email on file.

   

  My sincerest apologies to the ***** family.

  ***********************

  General Manager **************