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:11/04/2024

  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 purchased a vehicle from them in August 2024 within a few days I returned to Toyota due to something leaking from the vehicle. I spoke with the sales manager who assured me that the vehicle would be taken to Audi and I wouldn't have anything to worry about. I received a call a week later telling me that my vehicle was ready and now a month and a half later my car is making a noise I scheduled a visit with Audi and was told that a part was put on my car that was an aftermarket and because of this I would need to pay $250.00 now Toyota is refusing to reimburse me my money not only an aftermarket but I need tires, brakes and a few other things and only had the vehicle for 2 months. This is a 2022 with only 27,000 miles with a warranty and everyone who I spoke to that day is no longer employed I find that strange.

• Initial Complaint

  Date:06/03/2023

  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.

  I contacted this company to correct a engine light problem on my car. They informed me that it can be corrected. The told me I had other problems that needed to be corrected and I agreed to have these corrected. I received a call stating my car was fixed and to retrieve it. When I retrieved the car the engine light was not fixed. I was told that I have to go to the original dealer to correct the problem. The system at this location is set up that you pay the costs of repairs and then retrieve your car. Excuses are given after payment is made. I am out $2,000 for repairs that did not correct the original problem and question if the additional concerns brought up were really necessary.
  
  I have used this dealership several times on other vehicles and up until now have received service that is unsatisfactory. I will be reporting the the consumer affairs office and the AG office.

• Initial Complaint

  Date:01/29/2023

  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 financed a 2019 Kia Sorento 4/14/2022 for $30,000 with Capital One through Toyota Motorcars, the vehicle was/is supposed to have been certified that everything was checked and working properly with 2 free oil changes, the same day I signed financing the vehicle the engine light came on, before I could drive the car off the lot, I told Derick C****** who sold me the car the same day of purchase, he told me to bring the car back a to servicing, I took the car to Servicing 3 days later, I was told I had to take the car to Kia in Mentor, I informed the rep that is not my responsibility, I just purchased the car, I spoke with Derick about what I was told, then he advised me to take the car back to servicing, that they will take it to Kia then they wanted me to pay for a rental car for 5 days, which I refused, then I informed the dealership I wanted my car back that I traded in, that is when I met Roberto V***** the General Sales Manager who preceded to help which he gave me a loaner car while Servicing fixed my vehicle after 5 days, Servicing call me said the issue was fixed, I picked the vehicle up around the end of April, then 1 day later the engine light was back on car not accelerating, I took the car back I saw Roberto, who advised me he will personally see to the 2019 Sorento being fully checked and fixed, Servicing at this point had the car for almost all of May and partly June, Roberto assured me that the car was fixed he informed me that he was adding $500 toward servicing books so if something else went wrong with the vehicle, which I had to take the car back to Servicing in the middle of June to repair the breaks & the air conditioner, I was told by Roberto if the engine light comes back on, he would speak with the owners to replace the vehicle, the engine came back on and car not accelerating, I have been given the run around, when it came to speaking with Roberto, I emailed Roberto with no response, each time visiting I was told he was not there,

  Business Response

  Date: 02/03/2023

  I spoke with Ms. ******.  At this time we are suggesting that she take the vehicle too Kia to have it inspected.  She did not have any problems with the engine light after it was repaired in July.  There are many reasons that a check engine light can come on.  Since it is back on now we believe Kia would be the best fit to read what is causing the light to come on.  She did purchase an extended service contract, so there is a good chance that a mechanical repair with the engine could be covered.  Kia also has a a 100,000 mile powertrain warranty.

• Initial Complaint

  Date:01/16/2023

  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 went to have my vehicle service because I was intermittently getting a Warning Light coming on while driving. I went to see Toyota Service Dept. On Saturday, January 14, 2023 at 8:45am. I explained to the Melanie, that I've been getting the Warning Light coming out intermittently while driving and thought it might be my battery. She was not knowledgeable about the Warning Light, in fact didn't know how to start my car. I have a 2008 Toyota Prius and I've been going to this Toyota Service Center since 2014 when I purchased the vehicle. I've had very good service with them until this last year. She stated a diagnostic test would have to be performed. The found not results from the test, I paid $100 for the service and left. This morning January 16, on the way to work the Warning Light came on several time, more than it had last week. I did some more research and found that this Warning Light will come on if your engine oil is low. So when I got home, not only was it low but no oil was showing on the stick. I had an oil change 10/29/22, so I'm not sure why there wasn't any oil in my car. If the service history is checked, I'm at Toyota at least twice a year, I take care of my car. I only drive about 8 miles to and from work and not much on the weekends. Now if I had not done my own research on this issue, I would be needing to buy a new car. I would like my money to be refunded and a oil change done. Hopefully there is no damage that is unseen. I did call Toyota this evening January 16 and left a message with the Service Manager to call me and I have yet to hear from anyone. This is a very frustrating for me and I want a resolution.

  Business Response

  Date: 01/17/2023

  We agree with Mrs. ******.  We will refund her the money she spent and see if she is willing to have her vehicle reinspected.  Please pass along our apology and let her know our service director Steve W****** will be calling her.