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:06/20/2025

  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 vehicle and it still hasnt been registered and I cannot work due to not having active plates as the temp plate has expired. My license expired on 5/31, I purchased the vehicle on 5/17, they calleme on 6/1 for a copy of the renewed license and I brought it to them on 6/3 and still do not have plates to drive my vehicle to work

  Business Response

  Date: 07/09/2025

  Customer purchased a 2017 ****** Legacy on 05/19/25 at BTW.  He requested the vehicle be registered in **, however, he is currently residing in ** and will not be meeting the package at the ********* in ** to complete the registration.    Beacon will be completing everything for him.
  
  His license expired during the process of registering the vehicle (5/31/25), so there was also a delay due to Beacon needing a valid license to perform the registration.  When he was notified to renew his license by us, he acted quickly and got that done.
  
  As of 06/10/25, Beacon had all the documentation needed to complete the registration.  We should see the registration completed sometime next week (which was explained to Mr. **************** Monday, 06/23/25 we checked with Beacon to obtain a more definitive ETA. Here is thier repsonse: WE REMITTED THIS PAPERWORK TO THE *********** ON 6/17 AND ARE WAITING TO RECEIVE BACK TEH PAPERWORK FROM ************* ONCE WE HAVE THIS BACK FROM THE ***** WE WILL REMIT INTO THE STATE OFFICE TO HAVE THIS COMPLETED. IT SHOULD BE AROUND A 2 WEEK TURNAROUND FOR PROCESS. 

   

• Initial Complaint

  Date:02/12/2025

  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.

  We had the check engine light come on and brought the vehicle in to be inspected, my husband was told some electrical parts needed to be replaced and the cost would be just over $ 2000. He left the truck with them to have the needed repairs made to it, but when he came back to pick it up the check engine light came back on the moment he drove off the lot. He returned the truck but was told it might just be a sensor and to disconnect and reconnect the battery. When inquiring why it could not be done by one of the technicians he was told that it would cost us $ 300 for them to do so which in itself I already found to be mind blowing since we had just paid for repairs that obviously had not been properly completed at that point. Disconnecting the battery did not take care of the check engine light and my husband was told that the repairs made, unfortunately, did not take care of what was wrong with the truck but he actually needs a new transmission which would cost him about $ 7000. When he asked for the money for the unnecessary repairs back he was told no. I reached out to **** *****, the assistant service manager, and explained the situation. **** assured me he would look into the matter and get back to me the same day. The next day I received a call from him to let me know he did not forget about me but was still doing some research. When I finally did get to speak to **** again, two days before Christmas, he told me that there were different codes that came up and that the completed repairs could have possibly taken care of the issue but unfortunately they didn't. I told **** that we never agreed to a " possible " fix to the issue and that we should have been given the choice of either trying a fix or having the transmission replaced right away. I asked him for a refund of the repair as it was not needed and he told me that he would be speaking to the director. They refused a refund and are unwilling to do anything to correct their mistake, even partial refund.

  Customer Answer

  Date: 02/23/2025

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:01/23/2025

  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.

  On Jan ******* I went to Balise Toyota of Warwick to look at a used 2015 Jetta TDI Sports Wagon that they had advertised for $8999. I called ten minutes before my daughter and I showed up on the lot and was assured that car was still available. When we got there they claimed that the car had just been sold. They then asked if we wanted to look at an **** they had on the lot. We took it for a test ride, and my daughter liked the car. The one problem that I had with the car was there was a ticking noise coming from the engine. Their mechanic looked at it and assured me that was normal. Claiming that he owned a ** with the same engine and it made the same noise. The salesman assured me, at least 5 times, that I had a 90 day no questions asked warranty and that if the ticking noise was a problem I could bring it back and the service department would fix it, no questions asked. I agreed to purchase the car for $12500 including the 90 day warranty.The ticking noise is caused be a stretched timing chain, which can cause the chain to either break or skip a tooth, in either case that destroyers the engine. I brought the car back to the Balise on 1/14 to complain about the timing chain and front brake pads that I was told were new, but are just about worn out. The service manager told me the pads are practically brand new, so either he did not know what he was looking at or is a liar, and that since the timing chain was not broke he would not fix it. So much for the no questions asked warranty. I called the salesman and question him about what he said about the warranty and he told me that I had talked to all the upper management and that there was nothing he could do for me. I told him that he had lied to me about the warranty and his reply was "so, what are you going to do about it". This dealer should have there business permit revoked, permanently. Flat out lying while do business is not acceptable.

  Customer Answer

  Date: 02/02/2025

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:10/16/2024

  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.

  Bought my used 2021 Toyota Highlander from Balise in April of 2024. When we went in we made sure to tell them through the entire process that we would not buy the Highlander without the same Extended Toyota Warranty. The Saturday we came in they could not get to where we needed to be as far as the numbers go. They called me on the following Monday asking if I would consider buying the vehicle if they could get to the number I needed. I said yes but they would need to explain to my husband. So i provided my husbands number. On the phone with my Husband he explained we would only come back if the number they provided included the warranty ( we explicitly said the same warranty my Rav4 had) After many back and forths they came back and said they could. Now six months later I am being told that I do not have that warranty but some sorry excuse third party warranty that does not include anything. My second problem is my car was definitely not inspected/repaired after it was traded in. I had to bring my Highlander back to the dealer a week after purchase for them to do $1100.00 worth of repairs. One of those repairs being a wheel bearing. Six months later I bring my car in for an oil change and I am being told it needs an additional 688 dollars worth of repairs. one being a wheel bearing. Which means they did not look at the car AGAIN when I brought it back to them a week after purchasing it. It also needs things that should have been noticed that are not normal wear and tear. Like a Axel nut and bolt and a caliper pin. I will never purchase another car from them. I feel like they should refund me the cost of the repairs. and provide me with the warranty I was promised was included in the price of my car purchase.

  Business Response

  Date: 10/28/2024

  The store has directly contacted the customer to address their concerns. We apologize for any frustration this situation may have caused and are pleased that a resolution has been achieved by both parties.

  Customer Answer

  Date: 10/28/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:07/09/2024

  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 24, 2024, I visited Balise Toyota of Warwick, RI with intent on buying a GR Corolla Circuit Edition (***: *****************) after I called and was told no one had put a deposit yet to hold the vehicle. I talked to a salesperson. I asked him about the deposit amount and if it was refundable. He clearly said, "We do not like giving refunds". I should've walked after him saying that, but he assured the deposit was for the vehicle with the aforementioned *** and that the deposit would be refunded in case anything happened. I gave my debit card for the $1,000 deposit and that's when everything changed. He gave me a paper which said deposit non-refundable and wanted me to initial it. I told him no because he said I will be able to get a refund. He crossed out the word non-refundable and initialed it then asked me what color I would like it in. I told him the *** is for a white car, but he said just in case they can't get that car. Fast forward to the end of May 2024, I checked online and apparently, they received the car or were about to receive it, but I wasn't contacted to tell me about it. I called on May 28th asking for a refund due to a family emergency. The person who attended me asked for my information and said she would send it to the correct person so I can get my refund. June 10th, I get a text saying they're still waiting for the vehicle to arrive but nothing about the refund. Out of curiosity, I checked online and apparently the car was sold. On June 12th I sent a text about my situation and that I needed that refund. I did get a call back and told them I could be there on June 20th so they can put the money back in my debit card. On June 20th, I gave them my card and a copy was made of the card. I was told it would take 3 to 5 business days for my refund to show up on my account. Next week will be one full month and my refund is still not there.

  Business Response

  Date: 07/31/2024

  Our dealserships were affected by the global systems outage due to CDK Global being hacked. During this time we were unable to process refunds, and all refunds come in the form of a check regardless of orginal payment method. As soon as systems were back online the check was cut and sent to ************** who has since cashed it. I apologize for the delay and also apologize if the reason for the delay was not clearly communicated. Attached is a copy of the check. 

• Initial Complaint

  Date:05/07/2024

  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.

  I have been bringing my Toyota tundra here for service. On multiple occasions. I have had issues where they are not doing their correct job on the Service on my truck. Last time it was the window and they didn't put the pin back in now. This time, apparently not only are my seals on my windows. Not right, but apparently somehow they messed up. My door locks and I am unable to get out of the back door even if I unlock and lock them or lock, and unlock them. Child safety locks are not on.

  Business Response

  Date: 05/29/2024

  As of 5/11/24 the concerns regarding the door locks and missing clip have been resolved.
  As for the concern with the weather strips is not something we will be addressing going forward without direction from the manufacturer she is unhappy with fitment however weve verified her concern is consistent across no fewer than 2 similar vehicles, one of which was a brand new unsold unit that was recently delivered. 

• Initial Complaint

  Date:07/06/2023

  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 have a lease car and went to buy it and the finance manger and the sales manger they are saying completely different things they are trying to scam me if i had signed this contract i would've been in trouble

  Business Response

  Date: 07/07/2023

  Without more information there is nothing I can do with this complaint. Please provide details on your situation and I would be happy to investigate further to assist. 

• Initial Complaint

  Date:06/01/2023

  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 put a down payment down on a vehicle and canceled the transaction the same day. The business refuses to refund me my money back and continues to tell me lies about my refund.

  Business Response

  Date: 06/01/2023

  **************** cancelled her payment the same day. The bank has already taken the funds back that is why there will not be a direct refund to the customer from the store. Please see attached which reflects the payment as well as the chargeback from VISA. 

• Initial Complaint

  Date:08/11/2022

  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 placed $20,000 on a brand new 2021 Toyota highlander with a sunroof that is leaks every time it rains which is obviously a factory defective. I was told I can only trade it in at what it was valued at that time because I drove it off the lot already and that I also had to pay a new sales tax. I contacted Toyota and was send to the service department. They adjusted the glass, which did not fix the problem. On the second appointment they replaced it with a new glass which did not make a difference either. I brought it back and was told they needed to keep it until they could figure out a solution to the problem. On two separate occasions, sunroof specialists were sent in by Toyota. The first one was rude and unprofessional, told me that every sunroof was made to leak and weep and because its my first time owning one. He told me two drops came in from running it through a car wash which was satisfactory with Toyota policy. They could not present me the policy when asked for it. The next specialist came along with his management team who interrogated me and treated me as if I was lying. My car was given back to me with water leaking all over on the inside. They used a hose to pour water inside the sunroof to see if the plugs were blocked. But the problem is whenever it rains, water comes through the outer sealed area of the sunroof.Four repairs and still no solution to the leaking problem. I even drove up several times while it was raining asking to speak to management only to be told there is nothing more they can do.

  Business Response

  Date: 08/16/2022

  Balise Toyota of Warwick attempted to repair the leak twice in the summer of 2021 using Toyota approved repair suggestions, as we generally do when presented with a manufacturing concern. Both repairs were done under the manufacturer warranty. Then in the fall of 2021, the Toyota Corporate Field Technical Specialist met with ********************* and explained the function of the sunroof drip tray/drains and that roof may allow a small amount of water to pass by seal.  He drove vehicle through 2 high pressure touchless car washes and found a single drop passed by sunroof weather seal and into sunroof drip tray. ********************* returned for another inspection but did not wish to road test or witness water testing (she stated she had a meeting to attend unrelated to vehicle service).  The Toyota Corporate technician poured water in to sunroof tray and found that the water drained appropriately.  Water tested sunroof with hose and found no water leakage outside of sunroof tray. The sunroof drip tray drained clear at time of inspection. 

  ********************* returned one more time and was offered another inspection but she declined and no repairs were attempted in late-October 2021. At this point, unfortunately, Balise Toyota of Warwick can do nothing more for this vehicle or this customer, except to help her get information from Toyota if requested. We have sent all attempted repairs and information on to Toyota as this is a manufacturing concern and not a mechanical repair concern. Toyota Motor North America has all information and will handle this concern directly with **********************  

  Customer Answer

  Date: 08/26/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [First, I want to point out that under no circumstances a brand-new vehicle should be having a leak. No amount of drop is acceptable as you stated.However, good quality sunroofs do not leak. Everyone I spoke to with the same make and model said they are not experiencing these issues I am facing with leaking. I have spoken to sunroof specialists and lawyers, and what Balise and Toyota is saying absolutely does not make any sense. The law gives four attempts to repair the issue and if not successful, Balise should have done the right thing to exchange or refunded the money. A customer should not be going through this amount of stress, worrying about electrical problems and mold.
  Running the vehicle through a car wash or having it sit with the rain constantly pouring on it will not give you the same results. They should have known that. It is not a leak tray issue; the water is coming in through the seal of the sunroof.  I have inconvenient myself on numerous occasions from my busy schedule to accommodate every appointment.I dont have to stay to watch some water pour on top of the sunroof when I have been to Balise multiple times when it was raining. Balise saw all the water pouring in through the seal and took pictures and video on those occasion. Those pictures I posted also speak for themselves.
  In October when I drove up to Balise to leave my vehicle for that appointment, Balise left me with no choice because I cannot get around if I dont have a car. I was told to take an Uber. After stating my point, Balise decided to give me a loaner to get back home and return it the next day at 11am when my vehicle wasnt going to be available to me. That is poor customer service.
  Tell me why I am still suffering after a year. Balise and Toyota knew it was a manufacturing concern, but they continued to be dishonest;attempting to repair something they could not fix. My question to you all involved is, would you like someone to take your twenty thousand dollars and sell you a product thats defective? All I can say is shame on your establishment and Toyota. ]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

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

   

   

  Business Response

  Date: 08/29/2022

  Balise Toyota has made all repairs attempts per instruction of manufacturer. Every attempt described in the situation was part of the diagnostics prescribed by the factory. The dealership does not engineer or design vehicles, so we can only follow repair instructions prescribed by the manufacturer. 

  On 4/10/2022, all repair orders and notes pertaining to this concern were sent to Toyota Corporate, as they should be handling this vehicle concern. This was very clearly a manufacturer concern and all concerns should be addressed to Toyota Motor North America. The *********************** Case# is 10071530. This is the reference number assigned to this case by Toyota Motor North America. There is nothing more that Balise Toyota can do in regards to the original concern.  

  Customer Answer

  Date: 09/07/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [Balise Toyota, you made all the necessary attempts to repair a vehicle you knew was a factory defective. Stores have a policy where if you buy something and it is defective, you return it for another, or you refund the customer. That is clearly what should have happened from the beginning of this disaster.
  You only care about taking someones money and when there is an issue, Balise wants to now blame it on Toyota motors. You are both responsible to make sure your customer is taken care of fully. You did not enforce that 100% and that is why you have a customer suffering. It is just a shame a brand-new vehicle is leaking and an old car with a sunroof is not. It does not make any sense to me.
  For over a year I have been trying to resolve this issue without going to the legal route, but clearly it is not going to be resolved.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******