Business Profile

New Car Dealers

Toyota Direct

Complaints

This profile includes complaints for Toyota Direct's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

64 total complaints in the last 3 years.
21 complaints closed in the last 12 months.

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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:05/09/2025
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 2016 Toyota 4Runner on March 7th 2025. I didn't take delivery of the vehicle for over a week due to them replacing the rear brakes, replaced the backup camera and removing the defective power running boards. A week after having the truck in my possession, I took it to Zeibart to have running boards installed which I ordered from the dealership. I was told by Zeibart that they couldn't install the running boards due to the rocker panel brackets and bolts being damaged from the dealership removing the old running boards. A week later, I took the 4Runner to ******* Toyota to have them take a look, and they told me that some of the brackets were badly damaged, and wielded back on and that the bolts had been destroyed in the process. They told me that the running boards I purchased cannot be installed on this vehicle, only the power running boards can be installed and only when the brackets and bolts are replaced. Drive Direct did not inform me that they damaged the rocker panel, brackets and bolts, And ruined any chance of me installing running boards. Had I known that, I may not have purchased the vehicle and at the very least, I wouldn't have ordered the running boards costing close to $800 dollars. The dealership did offer to buy the running boards back from me, so I returned the running boards back to the dealership, and I have yet to be refunded for the cost of the running boards. I have been in contact with the salesman who sold me the vehicle, and was told that he would have his manager approve a refund. Two weeks ago, I receive a message from the salesman that he had the check and asked did I want to come get the check or mail it to me. I provided him with my address but I'm yet to receive anything, so there hasn't been any kind of resolution. I have been very disappointed with this entire car buying experience. I expected better from a dealership of this size. I wouldn't recommend my friends or family to ever do business with this dealership.
Business Response
Date: 05/14/2025
Good morning,
The dealership apologizes for Mr. ******** delay in receiving his refund. The original check was issued and mailed to Mr. ****** on April 14, but he did not receive it. A replacement check was issued and sent to Mr. ****** via ***** tracking #************ and is scheduled for delivery today.
Initial Complaint
Date:05/08/2025
Type:Order 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.
**** **** and ****** **** purchased a 2025 Toyota Grand Highlander Hybrid on 4/28/25 from Auto Direct, LLC DBA Toyota Direct.
During the purchase process, **** and ****** **** traded in 2 vehicles 2023 ******* Palisade and 2017 Infiniti QX60.
After purchasing the vehicle, **** and ****** left a handicap placard and license plates in the ******* Palisade vehicle. We were promised by our sales rep ***** *****) that we would be shipped the handicap placard and license plates next day. After multiple text conversations with **** and multiple calls to the dealership, these were never shipped. **** offered to drop them off to our home on 5/3/25 but never did. It took **** **** coming into the dealership in person to pick them up on 5/6/25. **** and ****** **** identified a cheaper *************** Contract option and wished to cancel this $4888 cost (refundable without penalty within 30 days per the paperwork) as there are alternative options nationwide at other Toyota dealerships at much lower cost (~$2000).
**** and ****** **** have texted their sales rep ***** *****) multiple times, emailed the financial department representative ***** *****) twice (2nd occasion the email was blocked), called the dealership multiple times (leaving voicemails multiple times) and visited in person 1 time regarding this issue. We were told to submit an online form via the Toyota Direct finance department portion of the website but we have not heard of any progress on the matter after completing the required material.
The car loans for **** Felas ******* Palisade and ****** Felas Infiniti QX60 have not been paid off by Toyota Direct. **** **** paid $350.38 to Navy Federal on 5/8/25 and ****** **** made a payment on 5/1/25 for $342.94 to Infiniti Finance. **** **** called Navy Federal 5/8/25 and they have not received any communication/payment from Toyota Direct
**** **** has already received loan account for the *************************** Grand Highlander Hybrid from Fifth Third Bank.
Business Response
Date: 05/14/2025
Good afternoon,
The dealership apologizes to the Fela's for their inconvenience. The refund check was issued to the lender for the vehicle service contract. A copy of the check and ***** tracking information is attached. The reimbursement checks for **** and ****** **** were sent to them via ***** tracking #************. The payoff check for Navy ******************** was sent via ***** tracking #************ and the payoff check for *************************** was sent via ***** tracking #************.
Customer Answer
Date: 05/14/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23303872

I am rejecting this response because:
We still have not received notification of car loans for our trade-ins (2023 ******* Palisade via Navy Federal and 2017 Infiniti QX60 via ****************) have been paid off. I called Navy Federal and they still have not received any information/payment. We have also submitted for cancellation of the $1370 prepaid maintenance program through Toyota Care Plus. Wed like to have acknowledgement of that cancellation and refund sent to Fifth Third as well.
We appreciate the follow up and thank you for the cancellation/refund of $4888 for the *** and refunds for car payments weve made on our prior car trade ins totaling $693.32 so far in the request. We want to make sure the other requests listed above (car trade in loans are paid off and $1370 cancellation/refund of prepaid maintenance) are also addressed before accepting final response in BBB system.

Regards,

**** ****
Customer Answer
Date: 06/09/2025
On 5/8/25, my wife and I submitted a product cancellation for our Pre-paid Maintenance Program with Toyota Care Plus w/ Toyota Direct. After multiple telephone calls and voicemails left (1 time transferred to a voicemail box that was full and couldn't leave a message), no one has returned our calls or provided email updates on the refund process. The policy clearly states we can cancel the product with refund after purchasing the vehicle. The refund will need to be sent to fifth-third bank where our loan is located so I can then refinance at a different bank for a better rate.
Customer Answer
Date: 06/11/2025
That refund that was issued is an entirely separate complaint that was addressed (VSC with **************** for $4888). The new complaint that hasnt been addressed is request in cancellation of Toyota pre paid maintenance program for $1370. We do not have confirmation or proof that request being addressed. The resolution on this new request I made was not appropriate.
Business Response
Date: 07/15/2025
Good morning,
The check was sent to **************** for the refund of the Toyota Prepaid Maintenance in the amount of $1370.00 for Mr. *********** See attached.
Customer Answer
Date: 07/21/2025
BBB called the consumer using an automated calling system. The consumer replied with a text message with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

**************
****, **** 23303872
Toyota Direct
Jul 21, 2025 2:31 PM
Initial Complaint
Date:04/16/2025
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.
Purchased a service contract with a vehicle on 1/23/2025 after being held up over an hour. Contacted the service contract company on 2/03/2025 to cancel for a full refund as stated in the 30 day cancelation policy. They confirmed in an email that the contract was in fact canceled, that the refund would total $1759.00 and would take up to 8 weeks to get. It has now been over 10 weeks and I have yet to hear or receive anything. No one at the dealer seems to have a clue and all they do is transfer me to a voicemail box. I have left numerous voicemails and have not received a single call back.
Business Response
Date: 04/29/2025
Good afternoon,
The refund for the product cancellation was completed on 4/18/25. Please see attached payment confirmation.
Business Response
Date: 04/29/2025
Good afternoon,

The refund for the product cancellation was completed on 4/18/25. Please see attached payment confirmation.
Please see attached payment confirmation.
Initial Complaint
Date:04/13/2025
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 bought a 2025 Toyota Rav4 Hybrid XLE, and I traded 2 cars 2024 ***** CRV Hybrid and 2025 Toyota Camry Le, the trade in allowance was $55000 balance on cars are $46849.07 giving credit to car deal $8150.93. the payoff for ***** CRV was $21701.39 and on the 2025 Camry it took them 45 days to pay of note I Paid 2 Payments of $443.64 =$887.28 that did not own the car as of 1/27/2025 they paid *************** $24849.93 leaving a credit to me of $297.75. I sent the salesman the info and he said he would show the sales manager sent text on 3/24/2025 there has been no response. (Toyota Direct )******************************************************************* dealer
Business Response
Date: 04/24/2025
Good morning,
Good morning,
The refund check was mailed to Mr. **** by Toyota Direct on April 15, 2025.
Initial Complaint
Date:03/11/2025
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 2021 Chevrolet Malibu on Monday, March 3, 2025. At that time, I was told two key fobs came with car. I discovered a day later that the second key fob did not work. I contacted the sales person, *****, and he instructed me to reset the key fob. That did not work. The following day I went to a local ********* dealership since Direct Drive is 90 minutes from me and was told that that particular key fob in question does not belong to a Chevrolet Malibu. For the past week, I have tried to contact them by phone, email, and text without any response or resolution. I expect for them to provide me a second key fob that actually works on a 2021 Chevrolet Malibu like I was promised.
Business Response
Date: 03/24/2025
Good morning,
The key fob is approximately $30.00 to purchase online. The dealership can either send Mr. **** a check for $30.00 and he would need to program the key fob or Mr. **** can take the vehicle to Drive Direct and they can have one made for him.
Initial Complaint
Date:03/06/2025
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.
To Whom It May Concern,I am filing a formal complaint against Toyota/Drive Direct, regarding misleading financing terms, undisclosed vehicle issues, and an unjustified price increase during my recent vehicle purchase.1. Deceptive Financing The dealership initially offered me a 9% interest rate on my auto loan, despite my qualifications for a 6.54% rate. This misrepresentation led to unnecessary additional costs and a lack of transparency in the financing process.2. Undisclosed Vehicle Issue After signing the purchase paperwork, I was informed that the vehicle only came with one key fob. Replacing the missing fob costs $1,017.00, a significant expense that was not disclosed upfront. Had I known this before signing, I would have factored it into my purchase decision.3. Price Increase The dealership also increased the vehicle price by $500 from the amount they originally quoted me, without providing any clear justification. This last-minute price change was deceptive and unfair.I attempted to resolve these issues with the dealership, but they have been uncooperative. Their actions constitute misleading business practices, and I believe other consumers should be made aware of their tactics. I am seeking a resolution, via reimbursement for the additional costs I incurred. I am a disabled veteran and feel these actions were both untruthful and predatory. I appreciate the BBBs assistance in addressing this matter and ensuring that Toyota/Drive Direct, is held accountable for their deceptive practices.
Business Response
Date: 03/19/2025
Good morning,
Mr. ***** was at the dealership late in the evening on a Saturday and the best rate that the dealership could secure was 9%, however, later they were able to get Mr. ***** the rate of 6.54%. Mr. ***** was purchasing a pre-owned vehicle and was told prior to the purchase that it only had one key fob. Mr. ***** did ask for $500.00 off of the purchase price which the dealership declined to do. The dealership will not agree to reimburse Mr. ***** for the additional key fob nor the $500.00. Mr. ***** was made aware prior to the purchase that the vehicle only had one key fob, and the dealership never offered an additional discount on the purchase price.
Customer Answer
Date: 03/19/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23031952

I am rejecting this response because: theyre lying about the key fob and the price of the car we negotiated the Saturday that I was in the dealership. I wasnt there in the evening, my appointment at the dealership was at 11:00 AM that morning and they kept he there for three hours trying to get me to take an interest rate higher than what I qualified for. They didnt inform me that the car only had one key fob until I signed the final paperwork and was exiting the building to drive the car home. Please let me know my options. Im willing to hire an attorney if needed.

Regards,

******* *****
Business Response
Date: 04/01/2025
Good afternoon,
The dealership stands behind their response to the complaint filed by Mr. ***** and firmly denies the allegations that the dealership lied to Mr. ***** regarding the key fob as well as the price of the vehicle.
Initial Complaint
Date:03/01/2025
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.
The business pressured me into getting a car warranty after 2 attempts of telling them no. Then they said I could call at any time to cancel if I decide I no longer want it. When I call to cancel there is no answer. I have left multiple voicemails when connected to a real persons vm or the message says its full and I cannot leave one. i have been calling in for 3 weeks now and they have been sent an email letting them know as well. I want my warranty canceled and prorated back to when i first called 1/16/2025.
Customer Answer
Date: 03/04/2025
copy of loan documents
Business Response
Date: 03/19/2025
Good morning,
The dealership cancelled the service contract last week and did notify Ms. ******** of the cancellation.
Initial Complaint
Date:01/26/2025
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.
I bought a 2020 ***** Sonic on 12-14-2024 and as soon as i drove off of the lot the check engine light popped on. The canister purge valve needed ***laced and the alternator needed ***laced as well. So i returned the car to the dealership and they ***aired it.. BUT it took a couple days to get my car back. Then, i got my car back and drove about a day and the engine light came back on. I had to take the car back to drive direct and they found out the solenoid needed ***laced and a couple other sensors. I requested a loaner due to the inconvenience and they said they only had two and they both were out. So two days later i finally got my car back on Christmas eve. I received a call from the service **** telling me i needed to pick up my car by 3:30-4:00 because it was dead and there was no business even though they closed at 5:00pm. When i test drove the car i noticed a creaking noise when i turn the service **** insisted it was only because it was cold and due to wear and tear on a car that has ***** miles which is unheard of because there are cars out there that are well over ******* miles and they dont sound like that. Also, none of the fluids were topped off which i requested before i bought the car and air was needed in the tires. A month later, i spent $650 on a new water pump because the other one went out. I noticed i was running through coolant within a week since i first purchased the car. The local car ***air shop said the dealership shouldve been signs the water pump was going to go out. I then texted my sales *** and he tried his absolute best to help me but he said the sales managers and service **** will not be helping me anymore because they already lost $4000 on the vehicle. But instead of one of the managers contacting me, they had the sales ***. ***** is not my fault because they first had it listed at 11 or ***** I bought it at $6995. This place is very shady
Business Response
Date: 02/06/2025
Good morning,
The dealership has spoked with ************************** will be bringing his vehicle to Drive Direct this weekend for assistance with his vehicle issues.
Customer Answer
Date: 02/19/2025
Drive direct made it right
Initial Complaint
Date:01/03/2025
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.
I am filing this complaint against Toyota Direct (*****************************) and Toyota Brand Engagement regarding an unresolved steering issue, inconsistent repair quotes, misleading denial reasoning, and the financial and emotional toll this has caused.Summary of ********************** (Nov 14): Reported minor steering stiffness; dealership dismissed my concern.Second Visit (Nov 15):Diagnosed with a defective intermediate steering shaft ($1,100 repair quote).Upon pickup, the car was undrivable, a major deterioration from its prior state.Toyota Brand Engagement Case (Nov 19-29):Opened a case; ****** assured support.Planned to take my car to Toyota ****** with Toyotas assistance for towing and rental.Despite assurances, my case was delayed and unresolved.Misleading Communication (Dec 20-29):Ivy (Toyota ******) assured dealership coordination, but Toyota Direct denied any contact.******** (Toyota East Coast) cited warranty expiration and bad maintenance records to deny my claimirrelevant to Toyotas service failures.Inconsistent repair quotes: Toyota Direct ($1,100) vs. Toyota ****** ($3,400 + $3,000 for additional issues).Core *************************************************** burden, and worsening of the steering issue.Conflicting Information: Toyota representatives gave contradictory guidance.Inconsistent Repair Costs: Vastly different quotes raise transparency concerns.Lack of Assistance: Toyota failed to provide towing or rental coverage despite assurances.Impact:Financial Loss: Out-of-pocket costs for rental cars, diagnostic fees, and ************************ Burden: Hours wasted on calls, dealership visits, and disruptions.Resolution Requested:Investigation: Review Toyota Directs mishandling and repair quote discrepancies.Compensation: Reimbursement for diagnostic fees, rental expenses, and towing costs.Proper Repair: Fully resolve my steering issue at no cost.This experience has been frustrating and costly.
Business Response
Date: 01/10/2025
Good afternoon,
Ms. ******* complaint has many layers to it and much of it does not relate to Toyota Direct. As such, I can only respond to the complaint issues for Toyota Direct. Ms. ***** came to Toyota Direct on November 14 for routine service maintenance. Ms. ***** also stated that the power steering felt stiff. The dealership completed the routine service maintenance; however, they could not duplicate the power steering issue at that time (Repair Order 1384081). Ms. ***** returned to Toyota Direct the following day, November 15 again with the power steering issue. The dealership performed the diagnosis and found that Ms. ******* intermediate steering shaft was binding and provided Ms. ***** with the estimate for the necessary repairs, which Ms. ***** declined. The dealership performed the diagnosis as customer goodwill to Ms. ***** and Ms. ***** was not charged for this. The dealership also provided Ms. ***** with a rental vehicle during the time her vehicle was at the dealership being diagnosed. This was also provided as customer goodwill and Ms. ***** was not charged for the rental vehicle. Ms. ******* vehicle has not been to Toyota Direct for any further service visits since November 15. As a result, Toyota Direct is not willing to provide Ms. ***** with any further customer goodwill.
Customer Answer
Date: 01/28/2025
Dear BBB,

Thank you for forwarding Toyota Directs response. While I appreciate their willingness to respond, I am rejecting their response as it does not adequately address the full scope of my complaint.

1. Inaccurate Claims About Rental Charges and Diagnosis Fee:

Toyota Direct claims that the diagnostic fee and rental charges were waived as customer goodwill. However, I was initially charged $195 for the diagnostic fee and $35 per day for the rental vehicle. These charges were only waived after my repeated complaints and escalations to management.

2. Deterioration of Vehicle Condition After Diagnosis:

My vehicle was returned to me in an undrivable condition after the second visit on November 15. Prior to that visit, the vehicle, although experiencing minor stiffness in the steering, was fully drivable, even on highways. Toyota Direct has provided no explanation for this drastic deterioration, which occurred while the vehicle was in their care.

3. Lack of Accountability for Communication Failures:

I escalated the matter to Toyota Brand Engagement due to Toyota Directs handling of the situation. Toyota Brand representatives initially assured me that repairs and rental costs might be covered under goodwill, but these promises were later denied, adding to my frustration and financial burden.

4. Request for Further Consideration:

While Toyota Direct has chosen to limit their involvement, I am still seeking accountability for the vehicles condition and the extensive rental costs incurred due to these delays.

I remain open to further dialogue and mediation to resolve this issue fairly. Thank you for your continued assistance in addressing this matter.

Sincerely,

*** *****
Business Response
Date: 02/10/2025
Good morning,
The dealership stands behind their response to Ms. ***** dated January 10, 2025. Ms. ***** was not charged for her November 15, 2024, service visit. Toyota Direct performed the diagnosis and also provided Ms. ***** with a rental vehicle as customer goodwill. The dealership provided Ms. ***** with the estimate for the repairs needed, which Ms. ***** declined. The dealership is not willing to provide Ms. ***** with any additional customer goodwill.
Initial Complaint
Date:11/21/2024
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.
Took delivery of new car on 11/15/24. Lease documents are dated11/12/24.Requesting the lease reflect the day that I picked up & made the down payment on the car.
Business Response
Date: 12/20/2024
Good morning,
Mr. ******** signed all of the documents for leasing the vehicle on 11/12/24 and all of the documents were printed on 11/12/24. It was his decision not to pick up the vehicle until 11/15/24.
Customer Answer
Date: 12/26/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22585454

I am rejecting this response because:

Was told the documents needed to be done that ****** request to take delivery on the 15th wasnt a issue.On the15th Imade the required payment & took delivery of the vehicle.Regards,

**** ********
Customer Answer
Date: 12/27/2024
My lease documents are dated11/12/24.I took delivery12/15/****** is this legal?..

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Toyota Direct is BBB Accredited.