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:01/19/2025

  Type:Billing 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.

  In august 2024 i told the salesman at Toyota of Scranton, "My banker and i designed this loan at $14000 because that is the maximum i can afford. If that vehicle, listed at $12500, can fit on this loan with all its taxes and fees, then I can buy it. Otherwise I cannot afford it."The salesman, said, "thats easy!"About an hour later, the finance guy is telling me some mischaracterizations of my loan, and I'm trying to explain to him that he is describing it differently than the banker did. But he won't listen, and he convinces me to switch my loan from my bank with one from his financial provider. He tells me that the new loan is "identical" to my bank loan, minus a restriction about the down payment.A month later, I see that the principal I owe on this loan is $16,500. Considering that I gave a $***** down payment, and the maximum the loan would allow is ******, this led me to investigate closer. The interest rate is higher, the term is longer. Every detail about this loan is different.After confronting the dealership, they offer to refund some optional things on the contract. Since they say thats all they can do, I accept the offer.About a month later the vehicle won't start, the engine is defective. I've had it less than 4 months and less than ***** miles, and it needs to have the engine replaced *********** of the things they refunded was the warranty. I didn't even know I had an warranty and it was refunded. Now my new vehicle is useless and the lawyer, the dealership, corporate are all telling me the burden Falls solely on me.Nothing I could have done would cause a coolant leak in the engine. I am not at fault. I made my payments on time, I properly cared for the vehicle. Also, I am the least capable of shouldering the burden, the smallest entity involved. I don't know if the dealership was aware of the defect, but they're no less aware than I was. It's a cheap vehicle to them, but this has ruined my life. Should we not at least share the burden?

  Business Response

  Date: 02/05/2025

   

  Mr. *********,

  Thank you for reaching out to share your concerns. We truly value the opportunity to address your questions regarding your Toyota *************** Contract (VSC) and your recent vehicle repair needs.

  Our records indicate that you purchased a 2018 **** Edge from Toyota of Scranton on August 30, 2024, with ****** miles at the time of sale. As part of your purchase, you also opted for ************* and a Toyota *************** Contract (VSC) to provide additional coverage beyond the manufacturers warranty.
  On October 16, 2024, you requested the cancellation of your VSC, which was processed accordingly. Unfortunately, this means any repairs needed after the cancellation date are no longer covered under the contract terms.
  You recently shared with us that during your service visit to ********** in December 2024, you were informed of mechanical issues that would be costly to repair.  We understand that unexpected vehicle repairs can be both frustrating and costly. Toyota *************** Contracts are designed to provide added peace of mind by covering certain repairs during the contract period. However, once a contract is canceled, all coverage under it ends, and responsibility for any subsequent repairs lies with the vehicle owner.
  While your contract is no longer active, we are more than happy to assist in reviewing your repair quote from Tasca ****. In many cases, we can suggest the use of remanufactured parts instead of OEM parts, potentially resulting in significant savings.
  Our goal is to support you and explore possible ways to help. If youd like to discuss this further or explore alternatives, please feel free to reach out to us at ************. We look forward to assisting you in any way we can.

  
  Warm regards,

  **** ** *****

  Vice President of Guest Experience

  Toyota of Scranton

   

• Initial Complaint

  Date:12/23/2024

  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.

  March 28th 2024 Toyota sold me a car in the summer with no heat so when its winter and I try to use defrost with my kids in car turns out I was scammed they keep giving me the run around I dont think its fair I should continuing paying the ******************************************************************* car with blankets etc I demand a repair I dont wanna take it the court route

  Business Response

  Date: 01/13/2025

  ****** *****-****,

  Thank you for sharing your experience with us. We sincerely apologize for the difficulties you've encountered with your vehicle and fully understand how frustrating this situation must be, especially during the winter months and with your growing family.
  We want to assure you that we strive to be transparent with all our customers regarding vehicle sales. After reviewing your situation, we confirmed that this vehicle was sold "AS-IS," meaning it did not come with a warranty
  We understand how disappointing this news must be, and while the sale terms were clear, we also recognize the urgency of your current needs.
  Please feel free to reach out directly to our management team so we can further discuss your situation and explore any additional options that may be available. Your satisfaction remains important to us, and we value the opportunity to speak to you.

  Sincerely,

  **** ** *****

  Vice President of Guest Experience

  Toyota of Scranton

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

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

• Initial Complaint

  Date:10/07/2024

  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.

  In June of 2023, I bought a GMC ******* from Toyota Scranton. I took the car back several times because it was loosing oil. They told me that it was just normal use and there was nothing wrong with the car. On Wednesday, October 2, 2024, I lost power in my vehicle when I was on my way home from work. Again I had to have the car towed back to the dealership. I did buy the extended warranty by the way. As of Friday, the dealership is telling me that they are recommending a new engine. But the warranty company wants me to approve 3 hours of labor that I will be responsible for paying if they don't find the cause of power lose. They are also telling me that my vehicle is only worth $8750, but they sold me the car for $19,000. And that I will be responsible for the cost of any repairs over that amount. They have also yet to give me a rental so I can go to work. Again, saying the warranty company will not approve it yet. I am a single mother, and need to get to work. I only have one vehicle.

  Business Response

  Date: 10/17/2024

  Toyot aof Scranton service department is currently working with Ms. ********** warranty company on diagnosing the condition.  Ms. ******** is currently in rental at no cost to customer.  Once the condition had been confirmed, and recommended repairs completed, the final response will be filed for this case.  

  Thank you,

  **** ** *****

  Vice President of Guest Experience

  Toyota of Scranton

  Customer Answer

  Date: 10/20/2024

  Toyota of Scranton did provide me with a rental.  But, it was after 2 weeks with no vehicle.  Also, repairing my vehicle still does not remedy the fact that my vehicle is only worth $8750, and they charged me $19,000.  Plus the cost of the warranty.  Also, I put $3,000 down on the vehicle.  I do not feel safe with the vehicle, and I cant even trade it in because I owe more than the car is worth.  This needs to be taken care of as well.  

  Business Response

  Date: 10/30/2024

  Please note.  ******* ******** purchased an extended warranty at time of purchase.  The warranty is covering the cost of repairs - replacement of engine.  Customer has been updated throughout the process and is aware of the decision to replace the engine.  

• Initial Complaint

  Date:03/06/2024

  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 own a 2012 White Rav4. Toyota issued a recall program for paint peeling issues on white Rav4s that I received in the mail in the winter of 2020. I have taken by vehicle down to them on 2 separate occasions per their requests so they could take photos of the paint issues in order to file the claim with Toyota. The second time photos were taken was December 2022. I have placed numerous phone calls to the collision department regarding waitlist/update on scheduling appointment to have this paint issue resolved. I have left multiple messages and never receive a call back or am able to speak with someone who can answer my questions. I would appreciate help in resolving this matter. Thank you

  Business Response

  Date: 03/19/2024

   

  Toyota of Scranton offers our apologies to ****************** for any confusion and inconvenience she experienced with regard to the Customer Support Program for her 2012 Rav4.  The Customer Support Program ZKG,announced by ********************** Motors North America, addressed paint peeling on vehicles painted with blizzard ***** or super white paint color coverage.  This program is for peeling of factory applied paint.

  As ****************** states in her complaint filed with the Better Business Bureau, she was at our dealership in December 2022.  At that time pictures were taken and an estimate provided.  Toyota of Scranton is offering to complete the repairs per the written estimate from December 2022.  The estimate is for paint peeling only and does not include any previous body damages or damages from an outside influence.  

  If ****************** accepts the offer presented, the next step would be to set an appointment .  Please contact ********************** at ************ to make all arrangements.

  Regards,

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

  Vice President of Guest Experience

  Toyota of Scranton

• Initial Complaint

  Date:02/29/2024

  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.

  Service reassured based on concerns and active warranties attached to vehicle, the fee for diagnostic would be charged along with the request for service to warranty company. Electrical codes promoting service. Diagnostic testing could not duplicate the issues I have been experiencing and therefore couldn't determine the cause for the brake assist, parking brake, esc lights etc. warranty company was never contacted, solution provided does not address initial concerns because test was inconclusive. If the problem could not be identified then service should not be paid for. Was forced to pay for diagnostic service despite what was told to me and being managed about the battery being the issue even after being told they didn't know what was wrong. I would have gone to a cheaper location or to AutoZone for free analysis.

  Customer Answer

  Date: 03/10/2024

  Issue continues with braking system alerts for parking brake service, nonfunctioning emergency stability control, and reduced steering prompts. Electrical codes and vehicle malfunction while driving is unsafe. 

  Toyota service department had me listed to wait with vehicle for appointment. Convinced to be drove home. When contacted, rep refused to contact warranty companies, contact gmc dealership or explore the origin of presenting concerns I brought vehicle in for until I authorizes purchase of a battery for $443 through them. (Identical battery prices at ******* for $250). I have not had any prior issues with battery before or after the appointment. Refused to use suggested temporary testing battery to proceed with diagnosis of actual issues with brake system/computer prompts for service. 

  Poor business practices to manipulate customers to pay for unnecessary parts, charging for diagnostic testing under pretense issues would be covered by warranty. 

  Customer Answer

  Date: 03/10/2024

  Issue continues with braking system alerts for parking brake service, nonfunctioning emergency stability control, and reduced steering prompts. Electrical codes and vehicle malfunction while driving is unsafe. 

  Toyota service department had me listed to wait with vehicle for appointment. Convinced to be drove home. When contacted, rep refused to contact warranty companies, contact gmc dealership or explore the origin of presenting concerns I brought vehicle in for until I authorizes purchase of a battery for $443 through them. (Identical battery prices at ******* for $250). I have not had any prior issues with battery before or after the appointment. Refused to use suggested temporary testing battery to proceed with diagnosis of actual issues with brake system/computer prompts for service. 

  Poor business practices to manipulate customers to pay for unnecessary parts, charging for diagnostic testing under pretense issues would be covered by warranty. 

  Business Response

  Date: 03/18/2024

  Toyota of Scranton would like to offer *********************** a 50% reimbursement on the requested amount.  This is a one time goodwill offer made by the dealership.  

  ************ did come to the dealership with a complaint and one of our certified technicians did work on providing ************ with a resolution.  After taking the vehicle on a test drive, the technician was unable to duplicate the concern. The second issue ************ was experiencing was when stopped at a traffic light a message would come on about the steering assist reduced. The technician test drove the vehicle and scanned for any codes.  The technician was able to provide ************ with the code that was on in the vehicle.  It was a code for low power supply.  The technician did recommend replacing the battery to start.  *********** did not do the recommended replacement.

  The technician did spend time addressing the issues, test driving the vehicle and making recommendations.  

  Again, Toyota of Scranton is offering a one time goodwill 50% reimbursement of the requested amount listed in the complaint filed with the Better Business Bureau.

  Regards,

  **********************, Vice President of Guest Experience

  Toyota of Scranton

  Customer Answer

  Date: 03/31/2024

  I have not been contacted by Toyota personally. This issue has not been addressed or resolved. Please reopen and pursue this case further. 

• Initial Complaint

  Date:01/02/2024

  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 bought Toyota Raw4 in SPRING 2022 and had a great time with it. Unfortunately on 10/18/22 I got into an accident, I hit a wall.On 10/20/22 I went to Toyota Scranton, where necessary repairs have been done (steering adjustment, wheel alignment, tire rotated). I was told by mechanic that car is fixed, all necessary repairs have been done and vehicle was inspected and was allowed to drive by Toyota Service. Later, I noticed reduced mpg and difficulties steering, however service mechanic assured me it was normal after repairs. Fast forward to 4/27/2023 where I have my first service, since I hit the wall and Toyota made repairs, where mechanics shows me abnormal wear on front tires. I asked for a reason as to why there is such wear on tires, however instead Toyota offered me new tires at $1200. I began myself looking for reasons for such tire wear and had wheel alignment done at "Jim&Denis&Break" for $97.26 on 5/23/2023. Few weeks later I had to do PA state inspection and failed it due to faulty ball joint at "****** Garage" on 6/16/23 where mechanic informed me that bad ball join is a reason for my excessive tire wear. I contacted Toyota Scranton and had my front ball join replaced for free on 6/19/23, because it was damaged during wall accident on 10/18/2022. This faulty ball joint, not replaced 8 months since accident is a reason my tires wore out prematurely. Also $97.26 was spend unnecessary because Toyota mechanic did not find faulty ball joint initially. I request reimbursement for alignment and a set of new tires. Toyota mechanic should found faulty ball joint right away on 10/20/2022 during initial repair, especially if they inspected vehicle before giving it to me. Because Toyota didnt find this problem my car was operating incorrectly, suffered damage and wore off tires unevenly and prematurely, which is even worse for all wheel drive car.

  Business Response

  Date: 02/02/2024

   

  Toyota of Scranton worked with ************** regarding the tire concern.  The resolution we provided to ************** included tire options and discounted pricing.   ************** was not satisfied with the resolution offered.
  We welcome the opportunity to re-visit tire replacement with **************.  We invite ************** to contact the dealership so we can move forward with our offer and provide tire options and pricing.
  
  Sincerely,
  **********************
  Vice President of Guest Experience
  Toyota of Scranton

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

  Customer Answer

  Date: 02/05/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21087147
  
  I am rejecting this response because:
  
  This response doesnt not address the issue and just regurgitates that business refuses to accept any responsibility. Toyota didnt not repaired my vehicle properly and told me it was good to operate, which caused damage to tires and my car. I spent time and money solving this issue and proved it was Toyotas fault for not fixing my car properly. Their offer is to spend twice (2x) more for exact same tires I can get at *******. Its an insult and not a solution! 
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 02/21/2024

  Toyota of Scranton is not the only service facility to work on ****************** Rav4.  He had repairs completed at a repair facility and an alignment completed at an independent facility. Both facilities released the vehicle when repairs were completed.  As a result of work completed by outside facilities plus, we did inform ************** of the condition of his tires, our offer remains the same. 

  Customer Answer

  Date: 04/03/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21087147
  
  I am rejecting this response because:
  
  Better business bureau will you step in and read or participate in this conversation? Is this just chat between me Toyota? Seems like Toyota is incompetent or malicious. Here are main points: 
  1. Toyota was first and only one to work on drivetrain. They performed alignment, inspection and released my car saying its safe to drive. Why didnt Toyota  find faulty ball joint? BBB, who was responsible for not doing thorough inspection and not finding faulty ball joint? 
  2. Repairs done by car care collision repair, **** on 11/21/2022 were cosmetic only and has nothing to do with ball joint. Toyota representative is blatantly lying because final bill says sublet and actual alignment was done by Toyota Scranton on 10/20/22.
  3. Toyota is so nice to inform me on the conditions of my tires but not the conditions of my ball joints? Toyota informed me about tires only after I drove my car for 6 months after Toyota service, which is plenty of time for bad ball joints to wear of tires. BBB do you see absurdity of what Toyota claims?
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/28/2023

  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 traded in my ****** for a older work truck. The truck was around 49000, left the location transmission went out within 40 miles. I have contacted them numerous times to get this matter resolved, they keep telling me they ordered it. It has now been 60 plus days which they have had the truck. They gave me a small truck to use but I cannot use it for work. it cannot not haul what i need to. I have made 2 payments on this vehicle but have not used it. I have lost wages accumulated in the 10,000 range from not being able to haul anything. at this time I would like a refund of my down payment they can keep the truck. I am currently searching for a different one but cannot move forward with it until this is resolved , I am totaly disgusted with toyotas lack of concern for me and my family. They have put there needs first and have hurt my income.

  Customer Answer

  Date: 12/06/2023

  The company has finally taken care of the issue . thank you

  Business Response

  Date: 12/06/2023

  I hope this letter finds you well. I am writing to provide an update on the recent consumer complaint filed with the Better Business Bureau,regarding the case listed above. We appreciate the attention and diligence your office dedicates to consumer concerns, and we are committed to ensuring a fair and satisfactory resolution for all parties involved.
  
  I was informed earlier that our team did work with **************** and traded him out of *** ****.  He is now in a 2018 Toyota ******.  I did reach out to **************** to inform him I received the complaint he filed with your office.  I also confirmed that he traded the *** for the 2018 Toyota ******.  I asked *************** if he is satisfied with our resolution, and he stated he was satisfied.  I informed him I would respond to the complaint that a fair resolution was reached.
  
  Thank you again for the opportunity to work with our customer in reaching a mutually satisfactory conclusion to his complaint.

  Sincerely,

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

  Vice President of Guest Experience

  Customer Answer

  Date: 12/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************