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Business Profile

New Car Dealers

Capital Toyota, Inc./Capital Motor Sales, Inc.
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Capital Toyota, Inc./Capital Motor Sales, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Capital Toyota, Inc./Capital Motor Sales, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/30/2024

      Type:Product Issues
      Status:
      Answered
      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 received a safety recall letter in the mail for my 2022 Toyota Tacoma truck I only had it for 3 month do not have any problems with it at all at the time of the safety recall the truck cost me $60,000 pounds the recall is for the weld spatter near the rear axle shaft nut that was reported dangerous condition and needed to be checked out after the recall was checked out by capital Toyota there was no engine light on my truck engine did not run very good anymore as soon as i started driving it took it and they refused hearing anything raiding all of their truck engine sound like this not truth at all something had to be done to this truck for the engine to sound this bad I would never pay $60,000 dollars for a truck that sound like this I told them but they refuse to do anything about it

      Business Response

      Date: 11/14/2024

      We completed a recall inspection only. This inspection does not require any disassembly of components and is completed through a simple visual inspection. Based on the inspection findings, the recall was not required. The customer then complained of a noise that did not exist prior to our inspection. We invited her back to check her issue and we had our Shop Foreman listen to the vehicle in the service drive with the customer. Our Shop Foreman concluded that he heard no abnormal noise and communicated this to the customer. The vehicle is still under factory warranty. It is our position that the vehicle is operating in a normal fashion. The customer is welcome to seek a second opinion at any other franchised Toyota dealership where her warranty will still be valid as well.

    • Initial Complaint

      Date:03/22/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      3/3 I took a BMW home for an overnight test drive. I was specifically instructed to bring my garage door opener. After returning the BMW, I realized they still had my garage opener. I’ve contacted the business several times requesting my personal property back. They ignored my request. I continued to follow up. They’ve just now told me that it was sent and signed for via certified mail. That is a blatant lie. I have a camera on my front porch. At no time, did any postal service, attempt to collect a signature. This business stole and my personal property. They are deceitful, manipulative, and hostile.

      Business Response

      Date: 03/23/2023

      We are sorry for the issue with the garage opener. In an attempt to remedy this, we have mailed the opener to customer via USPS Certified Mail with Receipt on 3/15/23. I have attached a copy. I have also attached screenshot captures of inappropriate text messages sent to our sales representative from the customer. I have instructed our salesperson to block the sender's number and the rest of our staff to have no further direct communication with this person. It is always our intent to attempt to satisfy every customer but none of our team will be required to make further effort in light of the abusive behavior by this particular individual.

    • Initial Complaint

      Date:08/15/2022

      Type:Delivery Issues
      Status:
      Resolved
      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.

      This complaint has been resolved completely by Capital Toyota.

      Thanks for your help.

      Richard J*******

    Capital Toyota, Inc./Capital Motor Sales, Inc. is BBB Accredited.

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    This business has committed to upholding the BBB Standards for Trust.

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