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:06/05/2025

  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 my vehicle a RAV4 Hybrid 2025 from David Wilsons Toyota of Las Vegas in February 2025 and was told I was eligible for Toyotas $500 College Graduate Rebate. I graduated in Summer 2024 and met the eligibility requirements. During the financing process, the finance manager advised me that I could claim the rebate after the purchase by using ID.me.I followed those instructions. However, when I attempted to redeem the rebate, I encountered a confusing back-and-forth: Toyota ****************** told me the dealership must approve it, while the dealership referred me back to Toyota Financial. This back and forth has been confusing and time consuming.Worse, the finance manager has been largely unresponsive. He has not answered my calls, and has only returned one call not to speak with me directly, but to leave a brief voicemail telling me to contact Toyota ****************** and that the rebate may have expired. When I followed up and contacted Toyota Financial again, they told me that the dealership was responsible for approving the rebate. Im now stuck in a loop, with no one taking ownership of the issue. Again, called back and no returned phone call after leaving a message with another finance manager yesterday on 6/4/***** no point during my purchase was I informed there was a time limit or urgency to apply only that it could be handled after the fact. Had I known otherwise, I would have taken care of it right away and at the point of purchase and signing the loan. But not even that was offered to me.I **** misled and disappointed by the lack of communication by David Wilsons Toyota of Las Vegas. This rebate was part of the incentive that influenced my decision to purchase, and I trusted the dealerships instructions. As a recent graduate, $500 is a meaningful amount that I budgeted for, and I simply want what was promised.

  Business Response

  Date: 06/05/2025

  We truly and sincerely apologize for any ******************* was certainly not our intent to mislead Mr. ****** That being said, the college rebate must be applied to the contract at the time of purchase. It cannot be paid after the fact directly to the customer. Per ********************** Motor's disclaimer, "Rebate will be applied on *** lease agreements toward the amount due at lease signing or delivery or capitalized cost reduction or the down payment on TFS finance contracts."  Also stated in the disclaimer, "Must provide proof of qualification via an ***** account and complete the verification process at a participating Toyota dealer.) Unfortunately, Mr. ***** was unable to complete that verification and was therefore unable to qualify so the rebate was not applied to the contract as down payment. However, because he was unable to qualify or complete the ***** process, we applied a $500 discount to the price of the vehicle. Please note that we will re-educate our team on the rebate process. 

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23428988
  
  I am rejecting this response because: the dealerships claim that a "$500 discount was applied" in lieu of the College Graduate Rebate.

  After reviewing my official Buyers Order contract in detail, there is no documentation of any $500 discount being applied.

  The "LESS REBATE TO CUSTOMER" line is blank on the contract.

  There is no line item or dealer discount for $500 anywhere else on the contract.
  

  The final vehicle price was paid in full as per the contract with no such discount recorded.

  
  The dealership is now attempting to retroactively claim that a discount was given when in fact no such discount was disclosed to me at the time of sale or documented in my contract.

  
  I was explicitly told that I would be able to process the rebate post-sale through *****. The failure to process the rebate is not due to any action or inaction on my part I was misled as to how the rebate process worked, and now the dealership is attempting to avoid responsibility.

  
  I respectfully request that this case remain open and unresolved, and that the dealership provide proof in writing supported by the original, signed purchase contract of any $500 discount they now claim to have applied.

  
  If no such proof can be provided, I expect the dealership to honor the rebate as originally promised.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 06/09/2025

  Please note that the discount would not be itemized on the contract - it would have been deducted from the total sales price of the vehicle prior to entering it on the contract. While we maintain this concern is wholeheartedly a miscommunication, we understand that situations like this can be very frustrating and the customer's satisfaction is important to us. In the spirit of good customer service and in the appreciation of the customer's business, we will reimburse the amount of the rebate as a gesture of goodwill. 

• Initial Complaint

  Date:03/17/2025

  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.

  On March 8 2025 we purchased a new 2025 SR5 Toyota Tundra from David ******** Toyota in Las Vegas NV. During this negotiation / transaction; we told them we wanted upgraded wheels and tires on the truck and if necessary a lift kit so wheels and tires fit without issue. The truck we selected already had a slight lift on it but we weren't certain if it would suffice. We were willing to pay / have the lift added to the cost of the vehicle along with the other wheel / tire upgrades. Our salesman Shey had the wheels and tires put on the truck and claimed they drove the truck doing various maneuvers to see if the tires rubbed / if an addition lift would be necessary. He assured us that the wheels and tires fit without issue and that the truck was off to be fueled up and washed. We then continued on with the signing of paperwprk.When we left the dealership we drove to ************ on our way home to Kingman Arizona to have dinner. While attempting to park the vehicle we had the wheel turned all the way to the right and heard the tire rubbing. We messaged our salesman Shey via text message (messages we still have) informing him that the tires in fact did rub. He seemed astonished and claimed he didn't hear it rub at all on his test drive. On March 14th 2025 I contacted David ******** ****************** in conjunction with being in contact with Toyota **************** in ******** and our local Toyota dealership in **************** **, seeking to find a resolution to our problem to avoid damage to our new vehicle. Toyota Corporate told me that because everything was by Toyota and done at Toyota it should be covered, but that I would just have to have our local service department at the *********** branch reach out to verify that they would be compensated by David ******** Toyota in Las Vegas NV. to install a leveling kit . David ******** Toyota sales manager ******* declined and claimed that it was disclosed that the tires might rub. No disclosure was ever given.

  Business Response

  Date: 03/31/2025

  Dealer contacted customer, and advised him that we are independent dealerships, and if he has an issue he can return to David ****** Toyota of LV to have his concern addressed. David ******** General Sales Manager spoke to customer and disclosed all information to the customer directly. The customer agreed to purchase the vehicle. Customer was then contacted by ********************** ****** Toyota of LV internal manager to address concerns and customer is not satisfied with the response. This customer is welcome to return to ********************** ****** Toyota of LV to have his concerns addressed.

• Initial Complaint

  Date:02/03/2025

  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.

  Date of Transaction: November 15, 2024 Customer Name: Yanisleidys ******* ****** Sales manager agreed to: the first 3 months Toyota financial would pay the car note. First payment for *********** *******: March 25, 2025 David Wilsons Toyota of Las Vegas: only sent 1 check to Yanisleidys ******* on 12-15-2024. January ******* Yanisleidys ******* was expecting the 2nd check that the sales man agreed to but it never came. Next day she called and asked about the check but thats when they said and I quote, we never agreed to 3 months. I just want David Wilsons Toyota of Las Vegas to do the right thing and be the A+ BBB company that they pretend to be. Call me ************ or email me ***************** if you need any further information. Thank you in advance.

  Business Response

  Date: 02/17/2025

  ***** ****** spoke ***** last week. They came to understanding regarding the payments and agreed that she would come in and meet with him directly when she came in for her 1st service appointment.  A check for $625.00 was issued in December.  

  Customer Answer

  Date: 02/20/2025

  Hello, I did speak with ***** but i did not come to an understanding about my complaint. He did asked me to go see him when I go in for my first car service. I am still not satisfied with David Wilsons Toyota of Las Vegas because ***** did not solve my complaint and ***** tried to say that I did not understand the deal that the sales manager offered. But I did understand him because I even verified the deal with the sales manager before agreeing to buy the ****. ***** even tried to make it seem like the 3 yrs oil change service was something they throw in as a deal, but the 3 yr oil change came with the gap insurance purchase. Im also upset that they ran my credit 4 times because of their lack of attention. Its just very upsetting that they offer you a deal just to sign the contract and after you sign they turn around and do whatever they want and say the opposite. 

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22886041
  
  I am rejecting this response because: Hello, I did speak with ***** but i did not come to an understanding about my complaint. He did asked me to go see him when I go in for my first car service. I am still not satisfied with David Wilsons Toyota of Las Vegas because ***** did not solve my complaint and ***** tried to say that I did not understand the deal that the sales manager offered. But I did understand him because I even verified the deal with the sales manager before agreeing to buy the ****. ***** even tried to make it seem like the 3 yrs oil change service was something they throw in as a deal, but the 3 yr oil change came with the gap insurance purchase. Im also upset that they ran my credit 4 times because of their lack of attention. Its just very upsetting that they offer you a deal just to sign the contract and after you sign they turn around and do whatever they want and say the opposite. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 02/20/2025

  Hello,  the customer has spoken to ***** ****** today by phone and tentatively set up an appointment for her to come in and meet with him Monday or Tuesday next week.

• Initial Complaint

  Date:01/09/2025

  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.

  My appointment was on Tuesday October 1st at 9AM. I told the dealership the three issues I was having with my car: I needed my oil changed, that I had a lot of warning lights on but that nothing looked or sounded wrong with my car under the hood, other than my third issue which was that the windshield wiper fluid was not coming out. It was brought to my attention that there was a recall on my cars battery, and I was asked if I would like to replace that for free on the same day. I said yes.After the diagnosis I got the call back from that a sensor was bad in my back tire, which was causing all the warning lights. The dealership did not have the sensor available to replace it, this happens, I'm not upset about ********* on the call, I was asked about replacing the Transmission and Brake fluid in my car, but I had just replaced these myself a few days prior. This leaves me to assume the mechanic was basing this assessment off the fact I had no recent history at a Toyota dealership, rather than actually looking at the vehicle itself. So why was I paying the diagnostic for? I declined this repair. I also declined to have my hose replaced.This left an oil change and car battery recall. I agreed and paid for these repairs. When I got my car, I did not have the slow startup to the computer system in the car that is usual after the battery is disconnected, so I peeked under the hood once home and saw the old battery was still there. So, I paid $509.63 for no diagnostic, no new battery, and hopefully an oil change, but have no proof that this occurred either.I reached out to the dealership Oct. 5th for a $200 partial refund which **** ****** and ****** **** agreed to, but then never sent. ****** **** then reached out again on December 9th and promised me a full expedited refund, which I have yet to receive. I can only assume this promised refund was told to me so I would no longer be within the 60 day window where I could file a chargeback claim with my bank.

  Customer Answer

  Date: 01/09/2025

  I have uploaded my email correspondence with **** ******.

  Business Response

  Date: 02/10/2025

  Customer was driving through State when she stopped at our dealership. Customer approved all services at the time of write up. Customer was never promised anything by dealership other than to perform the service that were approved by the customer.

  Our dealership performed all authorized repairs, and the customer did not have any other issues until she returned home to ********

  Customer complained on multiple media platforms about dealership in hopes of getting a refund that the customer authorized. The dealership spoke to customer in an attempt to remedy this situation, however the only thing the customer wanted was a refund for all authorized services. Dealership declined to refund customer as customer agreed to pay the full amount.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22789846
  
  I am rejecting this response because:

  While I did approve of the charges by the dealership, the dealership did not do any of the work I approved of. In the photos I have uploaded, I have included a *** copy of Toyota's recall of my car's battery, a screenshot of the particular mention of the battery, and photos of the recalled battery which is still in my car. A 12V 35S AE. I took this photo of my battery on October 24th, 2024, which is 23 days after I picked my car up from the dealership where I approved to have my recalled battery replaced. They did not do this approved work, or any work on my vehicle and thus I am due a full refund for work not done.

  Further, ***** **** from the dealership verbally approved of this refund over the phone on October 25th (referenced in my email to **** ******, please see the *** I uploaded previously which I am happy to upload again if needed) and then again on December 9th. I welcome Toyota of Las Vegas to upload the recorded audio of them disapproving the refund from these phone calls if what I say is false.

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

  Business Response

  Date: 02/11/2025

  Customer is being refunded $509.63 for previous repair. Check will be mailed to customers address from dealership on 2/12/2025

  Customer Answer

  Date: 02/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response, received and cashed the check made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 02/24/2025

  Service Director ****** **** called the customer to give her a head's up regarding a banking issue.  A chargeback was not initiated intentionally - it was the result of a Positive Pay error. A new check has already been issued and put in a ***** overnight envelope. Tracking number is 772279828296. It should arrive by Noon tomorrow.

  Customer Answer

  Date: 03/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and after receiving the new check and depositing it in my bank, I find that this resolution is satisfactory to me. 
  
  Sincerely, 
  
  ******* *****

• Initial Complaint

  Date:10/08/2024

  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 took my 2013 Toyota Tundra to Las Vegas Toyota on September 6 2024, to repair my car which would not start, and all the malfunction lights were on, Ac wasnt working and car wasnt shifting. Toyota of Las Vegas give us an estimate of almost $8000, and finally we agreed on $4500.00 .After two weeks the asked me to pick up my car, which I Did. Now my cars running board, and non of the bottoms on steering wheel works including the horn. When I called Toyota, they asked me to bring the car back to them, I did and now they are trying to charge me another 743 for ************* and $****** just to diagnose my car again. If I dont agree to fix it I will lose the ****** dollar.

  Business Response

  Date: 10/09/2024

  This customer came in with a damaged wire harness that had melted together. Certain components on his vehicle did not operate upon arrival. We proceeded to exhaust every option available to replace his harness and get the vehicle in operating condition for the customer. The vehicle is now operating, and his new concern is unrelated to the repairs that we provided.

• Initial Complaint

  Date:10/07/2024

  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.

  Bought a use car at dealership 2023 Toyota rav4, had vehicle for 6 months, went in for maintenance crossed upon another salesmen that told us we could've gotten 0 miles 2025 vehicle. Gave us false information about they would pay full amount of Toyota Rav 4. we traded in the Rav 4 for at Toyota 2025 Camry Hybrid. only to find out that out balance was ****** dollars for a Toyota Camry, we went back next day after looking at contract, they stated there was no law for customer remorse so we had to stay with the Toyota Camry because they would not take it back. so we figured out we could not do nothing about it because there was a contract sign we took the ***** home. after 2 weeks when we had no call from them about DRS paperwork we tried contacting them several times about situation, we needed to register Camry every time the response was , it should be here soon . in fact after several times trying to figure out what was going on the salesman gave us a call to go pick up paperwork, when this information was given we decided to cancel our toyota rav 4 plates becuase in no moment once did Toyota dealership gave us no sign about out credit not being approved they told us to go get drs paperwork. we went to dealership to pick up such paperwork and finance told us that it was not ready but should be ready on Wednesday October 3rd. keep in mind we had already cancelled Toyota rav 4 plates and toyota Camry dealership plates were expiring October 6. after calling and trying to get answers we visited Toyota several times with no luck ... finally received a call for Junior on Finance after trying to contact him several times we received a call saying to go to the dealership . we arrived on October 4th one month after they sold us the camry, 2 days before dealership plates expire for them to tell us we are not approved to Toyota Carmy that we needed to return vehicle . it took them one whole month, for them to tell us this. it is negligence and lost of money for us .

  Business Response

  Date: 10/11/2024

  the origianl vehicle she had purchased would hvae been paid off as she suggetsed we had promised her, however the main item here mrs ***** has missed is the loan was more than she could afford on the new unit with trade of old unit and bank would not appove her.. All loans and purchases we do at dealership are based on credit approval and customer is made fully aware.  we also had to wait extra time for customer to provide income documentation which does per the bank support the payment obligation.  customer also has signed recession rights by dealer and acknowledged on contract.  We sent notice within 12 days of we were rescinding on comtract based on lack of financing.  unfortunaly the customer was aware of all aspects of the transaction and the bank also has notified here they were not able to offer financing.  so there was no neglegence or actual loss of money and they whole process was only enlogated by mrs ***** not providing what we neeeded for bank to weight financing options w/out proof of income in a timely manner

• Initial Complaint

  Date:08/28/2024

  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.

  Hello,I write for resource, assistance and guidance in a formal complaint towards Toyota Dealer on ********** at *********************************** Went to consider purchasing a semi new vehicle and swiftly without being explained, informed or offered an interpreter , i was wrongly & intentionally and deceptively urged to sign a lot of papers and dismissed with a 3yr lease contract which I dont comprehend anything about. This whole process was unprofessional, unethical, deceitful and a scam. Please , I ask you advice and help me .

  Customer Answer

  Date: 08/28/2024

  I was never told about the terms of this contract, my original agreement was to purchase of a vehicle, not lease a vehicle. I am 70 year old man that do not speak English, no paper was show to me before signing. Everything was digital and I was provided with an USB when I told them that I don't have a computer. Their response was that they do it this way. I tried to get this resolve with the dealer, I went back around 4-5 days when I realized that this was a lease because a friend explained me the contract and I told her that I never asked for a lease. I need help because all the contract that I have is different for what they told me it was going to be, the terms, the payments etc. I had no interpreter or help when I signed the contract, they never showed me in writing anything before I signed. I agreed to a totally different terms.

  Business Response

  Date: 09/09/2024

  We have left multiple voicemails for customer.  We finally have gotten ahold of him on the morning of 9/9/24, Customer refuses to come in to dealership or discuss over phone options we want to provide to help remedy or confer.  If the BBB could please contact customer and give us opportunity to resolve, by allowing him to come to dealership would be great. The time of purchase customer had family with him during purchase and all interations with our sales and finance department was inhis native language

  Customer Answer

  Date: 09/23/2024

  I am going to the dealer to try to resolve this matter, I dont want my claim to be close, what I need to do to reopen please? As per the last message that you send me, they contacted me to try to get into an agreement. I am not sure if we can get into an agreement because they did not act in good faith since the beginning. I will let you know what they said but please do not close my case. Thank you 

  Customer Answer

  Date: 09/24/2024

  I will let you know once I visit Toyota dealer. I am planning to go on Thursday September 26.

   

  Thank you for all your help.

   

   

• 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 went in to purchase my first car and was initially told the car would be $30,000. I was then told about a reconditioning fee of $3,000. When it came to the financing part that's when the real issue occured. I was initially told that our monthly installment was $559 which we agreed on. Junior, the financing manager, was "explaining" ************** He ended up adding 2 additional charges for theft protection and another charge as well that we were never told about. He took advantage of the fact that we do not understand any English and could not read. He stated it was ************* and it added an additional charge to about $670/month. He stated that we could remove ************* and we would get back to the original price which we liked the idea. When we were given the signed documents, they were given to us in a USB. When I was able to review them, I realized the additional $4k in charges which were not explained. I went in to try and resolve and Junior was condescending. When we asked him to review the footage since they have a camera in the office where documents are signed, he refused to do that. He took advantage of the fact that I did not speak English in order to add more fees just so he can pocket more money for commission purposes. He laughed in our faces multiple times when we told him this was not right. We tried to get a refund on it all and he did not want to do that for us. He allowed us to cancel GAP, but it did not reduce the monthly and instead only reduced $1200 of the amount of the loan. He takes advantage of the people that have a language barrier and when I tried to resolve with management, they do not care to address the concerns. He continues to scam people out of their money and the company is okay with it as long as they are making money. We gave a $10k down payment for a car that was supposed to be $30k and ended up having a loan for $33k. Now we're stuck with paying $40k plus for a car that is not worth that much.

  Business Response

  Date: 09/13/2024

  Finance manager ***** ****** is working with the customer's daughter ******* to schedule a time to meet in person. 

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22139048
  
  I am rejecting this response because:

  They have made no effort to schedule an appointment as suggested. 
  
  Sincerely,
  
  ****** Valdivia ******

  Business Response

  Date: 09/16/2024

  We are under the impression that an appointment has been set for 9/17 at 6 pm to meet with ******* as well as both parents. Please let us know if that has changed. 

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22139048
  
  I am rejecting this response because:
  

  We never received a confirmation of a time or date as general manager did not want to work around our time. ***** was supposed to get back to us and he never confirmed anything. 

  
  Sincerely,
  
  ****** Valdivia ******

  Business Response

  Date: 09/16/2024

  ***** ****** just tried to reach out to confirm both by phone call and text. The phone call went to voicemail.  Please let us know if the mentioned time does not work. 

  Business Response

  Date: 09/23/2024

  We met with the family and provided a warranty for the 2021 RAV4.

  Business Response

  Date: 09/23/2024

  We met with the family and provided a warranty for the 2021 RAV4.

• Initial Complaint

  Date:06/04/2024

  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.

  On April 22, 2024, I test drove a 2015 4Runner from David ******** Toyota dealership and found issues with the brakes, noises, decals, and windshield. I received confirmation via text and verbal communication on April 25, 2024, that the repairs had been made. Despite assurances from the salesperson that the brakes had been replaced, the issues of squeaking and long travel distance persisted. Further diagnostics revealed that the rear brakes needed to be replaced, but the status of the front brakes remained unclear. Despite the replacement of the rear brakes, the spongy brake issue persisted, requiring more force to achieve a firm stop. The problem was identified as a faulty brake booster, and the initial repair cost of $2400 was unaffordable. After negotiations, the service and sales teams agreed to reduce the cost to $2000, with the sales team covering half of the expenses. Given the safety implications and its importance as the primary mode of transportation, a credit line of $1000 was obtained to cover the remaining costs. Despite requesting multiple times, I have not received any paperwork, diagnosis, or the requested 160-point inspection from the dealership after more than a week of leaving my vehicle for repairs. I am still waiting for return calls from two service department personnel and the sales manager. The dealership is only willing to pay less than $500 for repairs, which differs from our agreed-upon 50/50 split for the $2000 cost. The safety problem was acknowledged by the service team, but the repair failed to resolve the issue. I believe this should have been identified during the initial inspection and I am requesting a full refund of services, since all avenues within the dealership have been exhausted. I hope for a prompt and fair resolution.

  Business Response

  Date: 06/04/2024

  Tried reaching out to customer multiple times, and it continues to go to voicemail. We will continue to contact customer in an effort to resolve this situation.

• Initial Complaint

  Date:05/20/2024

  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.

  I took my ***** in for a complete brake job, I said something about right front brake, grinding. There was plenty of brake dust on wheel rim. Showing that there was a problem. Service called me a couple of hours later. Saying they needed to flush line for $200.00 more, I said fine. 7 months later, less than 3000 miles on it, right front brake is acting up again. Called today, and was informed that the backs where done, not front brake. I went in for a complete brake job. Never complained about the back brakes, ever. Who does half a brake job. The didn't want the money. So now I have to drive back, 95 miles to get the front done. Who knows now how much they will charge, who knows now how much "extra" they will charge me.

  Business Response

  Date: 06/04/2024

  Spoke with David ***** in late May. Informed customer that we would address his complaint at no additional charge to him. He stated that he will return to this dealership in early July, so we can handle his concerns.

  Customer Answer

  Date: 06/05/2024

   
  Better Business Bureau:
  

  ****'s Toyota called me within a hour after filing the complaint. They agreed with me that the front brakes should had been done at the same time that they did the back breaks. I will take my car in on the 3rd of July. I will let you know who it went. ***** Toyota took the complaint very seriously. Thanks
  
  Sincerely,
  
  David *****