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:04/25/2025

  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.

  I traded in my 2022 Toyota tundra sr5 crew cab max for a 2019 Toyota tacoma sr. **** I traded in the Tundra for the Tacoma I did so to take advantage of the positive equity of that was on my tundra to get a cheaper truck and use the positive equity that I was pulling out in a reimbursable check to fix my debt and pay my bills. ***** the financial advisor along with ******* at Vandergriff Toyota assured me that the check to pay off my tundra loan and the reimbursal check would be given to me within a week! Then I called after a week and they told me 5-10 business days. I have now called 4 times to Vandergriff Toyota which now when it rings the financial department it hangs up on my phone call. I reached out to the corporate office of Toyota as well, just to find out they have not put my new Tacoma through on a loan so I have not received a reimbursed check and my other loan company has still not been paid. By them not being up front about this process and it being far longer timeframe than what was agreed upon Im deeper in financial ruin. Vandergriff offered me ***** for my tundra and was supposed to reimburse EECU ****** and give me a refund check for *****.

  Business Response

  Date: 05/08/2025

  We paid the customer car off on April 21st. On April 25th the title was released from the title company and sent to the *** and now we have to wait for the title from them. We will cut the $7950.58 equity check to the customer once the title gets to us. This is the process that we are required to follow.

   

  Customer Answer

  Date: 05/09/2025

  Complaint: 23250599
  
  I am rejecting this response because:
  
  Regards,
  
  ****** *******

  this was not the agreed upon terms that was established April 9th in my signings. I was told the loan company would be the ones reimbursing me for extra amount of payback cash. I was also told that my Toyota Tacoma was already under a loan or a financial plan when I left the dealership after being there all day. Then I got notices in the mail about not getting approved for any loan or financial plan. Which if I wouldve known was the case I wouldve never traded in my tundra and they knew that. The agreed upon terms and what was explained to me. Was that they would pay back my EECU loan for an overage amount so that I would get a reimbursement check from EECU. The terms were never agreed upon that they would only pay off the loan. It was also told multiple times over that I would receive my check within 5-10 business days. It has now been over a month. My credit has dropped 30 points because what they told me wasnt true and the entire reason I sold my tundra was to get out of financial debt but this process being extended has only affected my credit worse. I will not be using Vandergriff Toyota in the future. If this process takes much longer I will have to seek legal action. 

  Business Response

  Date: 05/29/2025

  Thank you for bringing your concerns to our attention, and we sincerely apologize for the frustration and stress this experience has caused you.
  After reviewing your file and speaking with our accounting department, I can confirm that the equity check in the amount of $7,950.58 has been issued and sent to you. According to our records, the check has been received.
  We understand that this process took longer than what was initially communicated during your visit on April 9th. While our intention was to complete the transaction within 510 business days, delays in receiving the title from the *** extended the timeline, and we sincerely regret the inconvenience this caused especially considering your goal was to use the equity to help stabilize your financial situation. We sincerely apologize for the miscommunication and any incorrect expectations that were set. It is never our intention to mislead or cause financial strain for our customers. Please rest assured that we are taking your feedback seriously and using it to improve our communication and processes moving forward.

• Initial Complaint

  Date:04/22/2025

  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 van on 3/26 at Vandergriff Toyota in ********* *************). When I brought the van home, my wife noticed the strong smell of cigarette smoke. My sense of smell is poor. I take ******************** nasal spray daily. I drove back to the dealership on 3/29 to get the sale reversed as I would never knowingly buy a car that smelled smokey. The dealership refused to honor a verbal contract given over the phone when I attempted to invoke my 3 day no questions asked return policy. My younger brother, ***** ******, was with me & can confirm. The friend who made the call to the dealership was ****** ****. One of the managers, ******** *****, pulled the phone call & confirmed one of their employees said this on a recorded line. He told me his Director would cancel the sale, but only if I covered a $1,000 fee for all the paperwork plus a $5,000 restoration fee on my old car I used as a trade-in. I asked to see my old car, Mr. ***** refused to show it to me in person, making me question whether they had done anything to my old car. The price they advertised on Cargurus (approx 46k) was not the price quoted in person. It was much higher, approx 8k more. They charged me a $2000 restoration fee which I assumed went to restoring the van like new. That was not the case as the van reeked of cigarette smoke. It took over a week for them to finally agree to pay a detail shop $450 to clean the van & try to remove the smoke smell. It has gotten better, but it is still there. When I went to the finance office, they offered me a lower rate (5%) only if I paid for the extended warranty package. The finance officer said I could cancel the extended warranty, but would need to wait 8 months. I called the 3rd party servicer, Mechanical Protection Plan, they told me that was a lie. I was able to cancel it within 3 days of purchasing the van. I contacted the General Sales Manager, **** ******, on 3/29 & 4/18 via email ********************* but have not gotten a response.

  Business Response

  Date: 05/08/2025

  We have worked with the customer and traded him out of the vehicle.

  Customer Answer

  Date: 05/20/2025

  Complaint: 23223596
  
  I am rejecting this response because:

  The dealerships states they already placed me in a new vehicle.  That is inaccurate.  We have a mutual agreement in principal, but the deal has not yet been finalized as I have yet to receive the vehicle.  **** ******* the General Sales Manager, gave me an acceptable deal on a new vehicle.  The 2025 Sienna XLE with AWD is supposed to arrive in June.  As such, until it actually arrives and I drive it off the lot, I cannot in good conscience consider this a closed matter.  As a favor to Mr. ******* I did agree to take down the negative ****** Review I posted about my experience the day we came to this deal;.  However I am not ready to drop this pending BBB complaint until it is fully resolved

  
  
  Regards,
  
  ****** *******

  Business Response

  Date: 05/20/2025

  Currently there is nothing else we can do. The customer is currently waiting on his vehicle to arrive and take delivery.

  Business Response

  Date: 06/17/2025

  The customers vehicle came in and he purchased it on May 23rd. 

  Business Response

  Date: 06/18/2025

  Thank you for reaching out and sharing your concerns. Im truly sorry to hear that your experience with us did not meet expectations.
  Regarding the features on your 2025 Toyota Sienna, I want to first acknowledge our mistake in ordering the vehicle without the Plus Package you initially requested. While you did test drive and take delivery of the vehicle as it was, and all paperwork was signed accordingly, I understand how frustrating it must be to realize later that it wasnt exactly what you expected.
  As for the extended warranty, we regret any confusion that was had over this. Our records show that the contract for the extended warranty was signed in the finance office agreeing to the terms of it, but we support your efforts to cancel it directly through the third-party provider if that was not your intention. We value your business and your satisfaction. Although the vehicle sale has been finalized with the lender and cannot be unwound at this stage, were more than willing to explore options to trade you into a vehicle that better suits your needs. Again, we apologize for the miscommunication and any inconvenience this has caused.

• Initial Complaint

  Date:04/02/2025

  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 2025 Toyota Camry approximately seven months ago. Shortly after, I noticed that the bumper was misaligned and promptly returned the car to the ************* that time, they agreed to replace the bumper under warranty, as it was only one month after purchase. The dealership informed me that the replacement would take about a month to arrive, and eventually, they replaced the bumper.However, approximately two weeks ago, the bumper popped out again. I contacted the dealership, and they took photographs of my car to send to Toyota. A couple of days ago, I was informed that Toyota had approved the bumper replacement. Recently, however, the dealership called to tell me that not all necessary pictures were submitted, and as a result, Toyota declined the warranty replacement. Toyota cited external damages as the cause for the issue, despite no visible damages being found by myself or my technician. I even mentioned that this is a known issue with the newer models of the 2025 Camry and have sent countless pages regarding others who have the same bumper problem as myself. Carelessly, Toyota still did not take it into consideration. They quoted, if you didnt do it, then who/what did? Accusing me of damaging my car without fully inspecting the car or even listening to my story? Again, please be advised that this is a known ISSUE with the newer generation Camrys and that ALOT of other people is seeking the same resolution. Please help me. Thank you. (We own 2 of the same Camry and both has the same issue).

  Business Response

  Date: 04/23/2025

  We created a TAS case with Toyota who came out and inspected the vehicle and determined that the bumper problem and the scratches on the bumpers were due to outside influence. We understand that the customer is stating that the scratches were present during upon delivery so we are currently reviewing with Toyota if any resolution is possible where they will cover any part of the repair. We do not have an answer for the customer yet.

• Initial Complaint

  Date:03/27/2025

  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.

  I bought a car with vandergriff Toyota Arlington on 4 February 2025 and the were advising me to take *** warranty which I say no. the guy was forcing us to get it me and my husband, but we clearly said no. and he went ahead and add *** to our contract without our knowledge and consent. and the *** charge us 2284$. we discovered a after 1 month, when we want to make our first payment. and we reach out to the sale agent of vandergriff, he said you can call and cancel and get your money back. I call *** to cancel the warranty and the cancelled it, but the refund me only 1451$ and refuse to refund the 834$ remaining. I just want my money back, and they are not helping solving the issue. the vandergriff Toyota Arlington sale agent name is ******

  Business Response

  Date: 04/01/2025

  The added service contract was signed by the customer agreeing to the purchase of it. The service contract is also listed on the Purchase agreement and the contract for the loan which the customer signed both. We are unable to offer a refund for the difference that wasn't refunded back by *** to the customer.

• Initial Complaint

  Date:03/19/2025

  Type:Billing 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.

  December 17, 3:31 PM I received a Text message from the sales guy ***** ****.'Hey ****** this is Taran, this is my cell, my manager is willing to do a huge discount for you' but I refused since their lowest for this exact vin was $45.7k and I was at $43.5k.Shortly after I received a call from his manager and since I was a returning customer to this dealership we agreed on ****** without any conditions.The car arrived at the dealership on December 19 and I got there the same day to finish and we closed the deal at $44.000 with some warranty.On February 22, first oil change, 1 question about clear shield, he said ' YOU DON'T HAVE A CLEAR SHIELD ON YOUR CAR'. I contacted my salesman ***** **** to ask about this with a picture attached. 10 minutes later I received a call from one of his managers who hadn't been part of any negotiations before and later Mr. ************** ******, **** told me you have questions about clear shield"M- "Yes **** we had that included on my car but I found out it was never installed, maybe you guys forgot about **** "Yeah we didn't forget we took that option out since you got the car at a discounted price"M- "Well that's new to me, nobody mentioned taking any options from the car and nobody told me that the shield was not installed or it will never be installed"V- "Yeah, basically we took it out since you didn't pay full price"M- "That is not my point, even if I paid the full price you guys took something from the car without even saying anything and I randomly found out that I don't have something on my car that was on my purchased sticker, that is so dishonest and so bad customer service, will I found something else that you took off without even telling me since ONLY condition when I bought the car was to finance with you guys, nothing else."V- "I have worked with cars for over 20 years and I never lie to customers, but in your case, we took it off since you got discounted price."

• Initial Complaint

  Date:01/28/2025

  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.

  After buying a car from vandergriff Toyota i received a message from someone claiming to be some else in the office stating that they got me a better deal with a lower monthly and half of the down payment all i need to do was come in and sign the new contract and they offered to fill up the gas for inconvenience. After arriving and 45 mins later a finance manager comes out and explains that they can't find a deal and they need the car back. I ask for my down payment back he says okay let me get it.... 20 mins later after he didn't come back I went to look for him then he tells me that I can't get it until Monday because accounting is closed on the weekend. I called 4 times and got hung up on. They still haven't return my 1k down payment even after I returned the car and the finance director said Monday he'll have the check ready for me. Still haven't heard from them and I haven't received the down payment or heard anything from any one at the dealership

  Business Response

  Date: 02/05/2025

  We will refund the down payment and get a check cut for the $1,000. We apologize for the inconvenience. Would you like the check mailed out? If so, please confirm the address to mail it too.

  Customer Answer

  Date: 02/14/2025

  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,
  
  ******** ********

   

   

  my address is ***************************************

  Customer Answer

  Date: 03/03/2025

  Complaint: 22864170
  
  I am rejecting this response because:

   I had filed a complaint the business agreed to send a check out however they have yet to do so and its been almost a month. What do I need to do? 
  
  Regards,
  

  Business Response

  Date: 03/14/2025

  Hi ********, 

  We did resend the check with tracking this time and see that it was delivered on Tuesday of this week. We also checked to see if the check was cashed and the bank shows that it was. I have included screenshots. Was this not you that cashed it? If so we can open a case with the bank at the location it was cashed to see if they can investigate this.

• Initial Complaint

  Date:01/21/2025

  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.

  This has been by far the worst experience we have ever had with any dealership. My husband and I went into this dealership to purchase a vehicle. Everything went smoothly in the beginning and we were approved through a finance company with a $1000 down payment. We were able to take the car home that day. About a week later we were told we actually were not approved and that they needed more information. I informed them that I was not aware people could take a car without being approved. We went back and forth for a couple of more weeks providing even more information. In the end, the car had to be taken back to the dealership. They did not refund me the down payment!!! This company is stealing from us, it was not our fault that they gave us the car without being approved. I need my money back! On top of this, ****** ****, was very rude and he told me "you can dispute it with your bank, but if you do we will sue you and take legal action." I NEED THIS RESOLVED IMMEDIATELY.

  Business Response

  Date: 01/24/2025

  We submitted the customers information to the original bank who gave a conditional approval pending documentation of customers paycheck stubs. The customer provided fake paycheck stubs to us which is illegal, and caused the original bank to rescind their approval. We were able to get the customer approved through another bank with more favorable terms, but when it came time for the customer to resign with those terms, they declined. They also put 300 more miles on the vehicle during this time. We did everything we were supposed to do. This is why the down payment was not refunded. 

  Customer Answer

  Date: 01/27/2025

  Complaint: 22838436
  
  I am rejecting this response because: My husband's paycheck stubs are not fake. The bank directly spoke to HR for the company and they provided all required documents. 300 miles on a car does not equal to $1000. I understand if the dealership needs to keep a portion of the payment but there is no reason to keep entire $1000.
  
  Regards,
  
  ***** *********

  Business Response

  Date: 01/29/2025

  After speaking with management, we have decided to refund the $1,000 down payment back to the customer via the original payment method that was used.

• Initial Complaint

  Date:12/12/2024

  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 purchased a preowned vehicle from Vandergriff Toyota on September 7th ************************************************** a vehicle they don't have the title to. which is illegal and constitutes fraud, they've done nothing to rectify this issue but talk in circles. I have made 2 car payments on a car that I don't own.

  Business Response

  Date: 12/16/2024

  We purchased this vehicle originally from an auction, and it took them some time to send us the title. We have the title to the vehicle now and have initiated the transfer of title to the customer and we sent the plates and registration sticker to the customer already. 

• Initial Complaint

  Date:12/05/2024

  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 a vehicle at the dealership but they failed to give me the required documents to register the vehicle in ******* and its been over 2 weeks

  Business Response

  Date: 12/16/2024

  The finance Manager has spoke to the customer multiple times as well as our office manager. His deal date is 11/23, and we billed it on 11/27. Legally, we have 30 days to get the lien perfected on the title and get it registered. We sent all of the paperwork to our 3rd party out of state titling company on 12/5. We are following our normal protocol on out of state titling.

• Initial Complaint

  Date:08/26/2024

  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 purchased a 2024 Toyota Highlander Platinum from Vandergriff Toyota on May 24, 2024. I have encountered an issue with the wheels, as the clear coat is coming off. I visited a dealership near my hometown, and they advised me to return to the original dealership, stating that some protection applied to the wheels was causing a reaction.I sought confirmation from two additional dealerships near my location, and they provided the same advice. Consequently, I made an appointment with Vandergriff Toyota. However, they are now claiming that this issue is not a defect, which is perplexing since the clear coat is visibly coming off all the wheels.Toyota is refusing to replace or repaint the wheels. I am seeking assistance from the Better Business Bureau (BBB) to resolve this issue, as this is a brand-new vehicle, and I believe I was sold a defective product. I would like to receive a written statement from Vandergriff Toyota detailing how and when they will resolve the issue with the wheels on my 2024 Toyota Highlander Platinum. Additionally, I request reimbursement for my accommodation and fuel expenses incurred during my two trips to *********.

  Business Response

  Date: 09/06/2024

  We created a TAS case with Toyota which is a case where we (the dealer) requests technical assistance from a Toyota Certified Technical specialist. They determined that the cause of the peeling paint on the wheels was due to an acidic wheel cleaner being used. Toyota denied coverage for replacement since it is outside influence. When we sold the vehicle, the clear coat on the wheels was not peeling, and we do not use any cleaners on the wheels that would cause that. We are declining to cover any costs associated with fixing the clear coat, replacement, or trip/fuel costs.

  Customer Answer

  Date: 09/09/2024

  Complaint: 22195172
  
  I am rejecting this response because:

  I am writing to address a concern regarding the use of wheel cleaners on my vehicle. I have never personally used an acidic cleaner to clean the wheels. My car has washed at the dealership most of the time, and due to the frequent rainfall in my area, I rarely need to clean my car myself.

  If Toyota dealerships are using acidic wheel cleaners, I believe it is important to understand why such products are being used. Acidic cleaners can be harsh and potentially damaging to the wheels and other parts of the vehicle.

  I have been using the Chemical Guys Wheel Cleaner, which was recommended by the **************** at Vandergriff Toyota. According to the product description, it is 100% pH balanced, which should not classify it as an acidic cleaner. Here is the link to the product and an attached picture for your reference.

  Amazon.com: Chemical Guys CLD_998_1602 Sprayable Diablo Wheel Cleaner (Safe on All Wheel & Rim Finishes), Great for Cars, Trucks, SUVs, Motorcycles, RVs & More, 16 oz (2 Pack) : Automotive

  Given that this product is marketed as pH balanced, I am concerned about the suggestion that it might be unsafe for use on cars. I trusted the recommendation from Vandergriff Toyota when I purchased the car and have been using the product accordingly.

  Could you please provide clarification on the following points:

  Why are acidic wheel cleaners being used at Toyota dealerships?
  How is the Chemical Guys Wheel Cleaner, which is pH balanced, considered acidic?
  Why was this product recommended by Vandergriff Toyota if it is deemed unsafe?

  Regards,
  

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

  Business Response

  Date: 09/09/2024

  While the Chemical Guys Wheel Cleaner states it is PH balanced, which would mean it should be safe to use, we do not own their company. You would need to contact them for concerns for a defective product or Amazon. We are not liable for any products a customer uses on their vehicle. We do not use an acidic wheel cleaner at our dealership. 

  Customer Answer

  Date: 09/26/2024

  Complaint: 22195172
  
  I am rejecting this response because:
  

  Good Morning Sir,

   

  I received the email from Chemical Guys regarding the issue with Wheels on My car.

   

  See below what they have stated:

   

  "Regarding the lines observed in the spokes and clear coat chipping off, it is important to note that our product is pH-balanced and is not capable of altering the surface of the wheel. This phenomenon may indicate a paint defect that should be addressed with the manufacturer.

  We appreciate your valuable feedback and will relay this information to our team. Should you have any further inquiries, please do not hesitate to reach out.

   

  Thank you for being a part of the Chemical Guys family!

  ******"

  
  Regards,
  
  Jaydevkumar *****