Complaints

This profile includes complaints for Mike Calvert Toyota, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mike Calvert Toyota, Inc.

  2333 S Loop W Houston, TX 77054-2811

  
• 

  Mike Calvert Toyota, Inc.

  PO Box 2429 Houston, TX 77252-2429

  

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:07/07/2025

  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 repeatedly get phone calls and emails from them trying to coerce me to come to service my vehicle with them. I have asked them several times to stop calling me as I will come when my vehicle actually needs service. I still have six voice messages, (deleted others), to this effect. I asked them several times to NOT call me nor send me emails. My last conversation with them, they promised to stop annoying me with their calls and emails. I told them if I receive one more, I would file a BBB complaint against them for harassment. They said they understood. However, the VERY next day, the harassment started again.

  Business Response

  Date: 07/08/2025

  We will make sure that the complaintant's information is removed from the system used to reach out to our previous customers.

• Initial Complaint

  Date:06/05/2025

  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.

  May *******. I went in for a ******* mile service. I was told several things needed immediate attention. I pacifically told the service advisor what service not to do but when my suv was ready I was given a bill for 2 services that total ******. **** service advisors are not fair about the services that's needed. After talking to the advisor about the prices and what I wanted done he then offered me a $25.00 gift certificate. I am on a fixed income, money in bank was for utilities and limited maintenance on suv. but after service advisor scanned my debit card that left nothing. YES I am upset.

  Business Response

  Date: 06/07/2025

  We have resolved the complaint with our guest.  Our Fixed Operations Director, ******* *******, reached out to Ms. *** yesterday and gave options for a check to be mailed or credit applied to her service account.   Ms. *** agreed to have a credit in the amount of $341.82  applied to her service file to be used toward future service needs. Ms. *** stated during the call that she would inform BBB that she is satisfied with resolution. 

• Initial Complaint

  Date:05/13/2025

  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 have purchased two vehicles from **** Calvert in the past two years. Both have been top of the line vehicles, a 2023 Tundra TRD Pro and a 2025 Land Cruiser. The service department at **** Calvert routinely disappoints. For numerous repairs, including factory recalls, I have had to return multiple times as parts were not available even though the service department knew full well what the appointment was for. My most recent experience on 5/12/2025 has been the worst thus far and is unacceptable. The rear end bumper cap on my 2023 Tundra separated from the vehicle. This is a KNOWN issue and one which other dealers have routinely addressed under warranty. The service technician noted that he has seen this multiple times and has seen it fixed under warranty before. Unfortunately the service managers at **** Calvert independently decided that my vehicle would not be covered, despite NO signs of any impacts. This is a known issue with the new Tundras. Both Toyota and **** Calvert should step up and remedy this situation. We have recently switched from a Mercedes and Yukon Denali, hoping that Toyotas would be more reliable. Given the terrible service experience at **** Calvert we will no longer be buying Toyota products and we will certainly share this experience with our friends and colleagues.

  Business Response

  Date: 05/21/2025

  Due to evident outside influence, Toyota Motors ************* (****) has denied this warranty claim.  Mike Calvert Toyota submitted all required documentation for approval but was still denied.  Mike Calvert Toyota does not have authority to approve or deny warranty claims with Toyota Motors. I am attached the photos that were submitted to TMNA.  

  Customer Answer

  Date: 05/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  The photos provided by the dealership do not show damage to the end cap in question. The area high lighted by the service technician is the central portion of the bumper and NOT the end cap which has detached. There is an open technical service bulletin for this known manufacturing issue. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 05/30/2025

  We would like to schedule a time for Mr. ********* to bring his vehicle in and have the bumper checked, again.  We will have our Collision Director and General Manager present at the time of his visit.  Please contact our Customer Relations Manager, **** *****, at ************ so we can coordinate scheduling. 

• Initial Complaint

  Date:05/02/2025

  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.

  2008 to 2025. Last visit was on 01/29/25. I took my truck in for its regularly scheduled oil change. the oil change includes diagnostic inspection by the service department. After the oil change, I was informed that I needed new brake pads and the cost would be approximately $600.00 plus. I agreed to have the work performed, about 15 minutes later service advisor advised me that the frame of my vehicle was too ***** and their mechanic did not think he could put the pads and rotary on correctly. The mechanic said Toyota Corp. had a recall and maybe they might help with the rust issue: I found out that there was a recall inspection but it expired in ******* complaint is had the dealer advised me of frame rust issues, I could have tried to have them correct it or bought a new truck. I have emailed and spoken with the Customer Relation Manager; General Manager, and hand carried my complaint to the owner of the car dealer, who turned it over to there legal team. The General Manager agreed that I should have been informed of any rust issues, and that he would make it known to his mechanics to advise customers in the ********* replace the frame or to repair weld could cost me between $6,000.00 to $ *********.The dealer was negligent for not informing me years earlier that the vehicle was rusting instead of waiting until they no longer wanted to work on my truck.i informed the dealership that I wish to be compensated for their negligence in advising me of the rust issue, and the recall that they had to be aware of during the inspection Toyota issued the frame rust issue.

  Business Response

  Date: 05/09/2025

  We have spoken previously with Mr. ******** and explained that unfortunately, this is a Toyota Product Liability issue.  We are unable to provide resolution at the dealership level.  The best approach for Mr. ******** is to reach out to the Toyota *********************** at  ************** and request that the issue be escalated to Toyota.  *************** needs assistance we will be more than happy to provide information on reaching out to them. 

  Customer Answer

  Date: 05/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  I feel that there would be some type of collusion between the dealership and Toyota Corp. 
   
  

  Business Response

  Date: 05/20/2025

  The reason for directing Mr. ******** to reach out to Toyota directly, is that they are solely able to determine what response they will give for product liability concerns.  There is no input from the dealership, and the decision is based on their investigation of the issue. 

  Customer Answer

  Date: 05/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,

  
  MY issue is with **** Calvert not making me aware of rust issues to my vehicle. I know that this was negligence on their part for because they have  provided services for my vehicle for over twenty consecutive years and never mentioned any rust issues. There kn way they were not aware of manufacturers' rust issues and concerns about vehicles like, but the failed to do  perform their customer  service pledge.
  
   

  
  

  Business Response

  Date: 05/30/2025

  We are currently reviewing all service history for the customer.  We will be reaching out to Mr. ******** to see what resolution can be reached. 

• Initial Complaint

  Date:04/26/2025

  Type:Customer Service 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.

  Today, April 26th, I negotiated a deal for pre-owned vehicle purchase. Upon having the price negotiated and a final test drive the dealership waited the price from $23591 to $31000. They stated they made a mistake on their pricing negotiation but could not sell to me at that price. They made an offer, I accepted therefore it was binding by **************

  Business Response

  Date: 05/02/2025

  Mr. ****** visited our dealership on 4-26-2025.  Prior to his visit he had a text conversation with and  associate.  He asked what our best price was and the associate responded that ********* is our best price.  The pricing we were confirming was the pricing on the vehicle listed in his profile.  We were showing a 2020 2WD Toyota Tacoma priced at ***** as his vehicle of interest that was selected during an internet inquiry.  The customer changed his vehicle of interest to a ******* Santa ****, unfortunately, our system had not updated with that information at the time of the text conversation.  **************** did state in his text that he was interested in the **************, that information was missed by the associate prior to their response.  

  Upon Mr. ******** arrival the error was discovered and we informed the customer that we quoted the pricing on the wrong vehicle.  We were unable to offer the vehicle he was interested in at the price quoted on the Tacoma.  We did look at options to be able to assist but were unable to reach an agreement on pricing for the Santa ****.  This was an unfortunate human error in quoting the incorrect vehicle and nothing more than that.  We do apologize for the misunderstanding and inconvenience.  

• Initial Complaint

  Date:04/15/2025

  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.

  My first visit to **** Calvert was on April 10th, when I was looking at a vehicle advertised on their website: a 2020 ***** Equinox. After test-driving the Equinox, I was interested in buying it. My salesman was ***** *****. The sales manager name ****** prepared an invoice with a charge $2500 (*** RECOND), it was explained to me that this charge was to get the vehicle ready for sale. I told ***** that the charge should not be passed on to the consumer. After talking with *****, I told him I would buy the vehicle once the *** charge was removed. ***** told me he would work his magic. I was notified the charge had been removed. I knew my credit score would be a challenge in getting a good rate but with much prayer, I was able to get finance with a company that have quite a few complaints that I was not aware of. The lady who did my finance paperwork name is *****. I can't put a finger on it but I was not comfortable with her. While doing the signing process, she would not allow me to see what I was signing, she would give a small summary, you know how salesmen talk, really fast. I signed a form for a ***, and when I asked what is this, ***** told me, she had another appointment which I thought was very rude, I'm trying to get an understanding of what is this GPS form. After I got home and looked at my contract there were some charges that should not have been added to my contract, especially a charge of $2800 GS Administrators (Toyota) that was not explained to me, and here again, I believe a charge that should not be passed to the consumer. I BELIEVE I WAS TAKEN ADVANTAGE OF... A FEMALE SENIOR CITIZEN ALONE WANTING TO PURCHASE A CAR WITH SOME CREDIT CHALLENGES. I understand just about everyone in the dealership works on commission, and the more products one sells, the more his/her commission is to provide for their family. Honestly, I believe it was the original $2500 with another $300. charges should be discuss with customer before just adding to contract.

  Business Response

  Date: 04/28/2025

  Ms. ****** purchased a pre-owned vehicle from Mike Calvert Toyota on 4/12/2025.  During negotiations with our finance department, she chose to purchase an extended warranty priced at $2800.00, this charge is shown in section "O" (Other Charges) of her contract as paid to GS Administrators (Toyota) for Service Contract.  We review all contracts during the negotiation phase in our finance department using Docupad.  Docupad utilizes an electronic version of the entire contract.  Mike Calvert Toyota reviews and summarizes with the customer at the time of signing to ensure understanding.  The *** the customer is referring to is the contract for her theft recovery device which was included in the purchase price of her vehicle.  We have attempted to contact the customer via telephone several times since she visited the dealership, however, we have not been able to reach her and she has not returned our calls.  Ms. ****** does have the option to cancel the warranty if she chooses to do so. It was never the intention of Mike Calvert Toyota for the customer to leave the dealership without a full understanding of her purchase agreement. There were no charges added to the contract without the customer's approval during the negotiation with the ****************** at Mike Calvert Toyota. 

  Customer Answer

  Date: 05/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  

  The finance rep ***** is LYING,  I DID NOT CHOOSE TO PURCHASE AN EXTENDED WARRANTY.  SHE NEVER MENTION AN EXTENED WARRANTY TO ME BECAUSE I WOULD HAVE DECLINE.  SHE TOOK IT UPON HERSELF TO ADD THIS CHARGE, SO SHE CAN GET MORE COMMISSION.  I'M NO FOOL, I KNOW HOW SALES WORK.  SHE TOLD ME IT WAS GAP INSURANCE.  I CONTACTED MY INSURANCE AND THERE IS NO GAP IN MY POLICY.
   

  
  

  Customer Answer

  Date: 05/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  

  Problem:

  This complaint is a continuation of a previous complaint. In reading **** ********* response to my previous complaint, stating that he tried to contact me on several occasions is a LIE. My phone shows I missed two calls on 4/25/2025 at 10:15 am and 10:16 AM and left one message with his name and number. Because my job does not allow me to be on the phone, I returned his call while I was on break at 2:13 pm, and left a voicemail. I was returning his call, and if he got the message within 2-5 minutes, he could give me a call. My message also stated, he could give me a call at his convenience, and I would call him again once I got off work. I attempted to call **** again at 4:09 pm, and today I have yet to receive a call from ****. I'm assuming 1 minute apart counts as several attempts to call me. As far as this black Docupad on the *****, the finance ***** ***** customer on the side of the ***** Once it turned so customer can see, ***** is scrolling and talking very fast. I say again, "I NEVER NEVER would have signed for an extended warranty" because I have a GOOD mechanic, I've had for years, that takes very good care of my car(s). The salesman, *****, called me on 04/25/2025 at 6:43 pm, stating that he was taking my concerns to his managers, who had been in a meeting all day. I have since received calls from ***** wanting to know how am I enjoying the Equinox, and if I needed anything, to let him know. It started with ****** lying, saying he was going to decrease the price by $1000.00, which did not happen, ***** saying I wanted the extended warranty, then lying, saying it was ************** When I asked ***** for my paperwork, she said, I would get it when I picked up the car. I've signed the paperwork, you got my deposit. If I had gotten my paperwork, I would not have gotten that car with an extended warranty because I don't need it. ****, you want to talk, M-W-F 7-8, 12-12:30, 4 PM-10 PM, or Tue-Thur any time, or Sat 4 pm -10 pm.

  
  

  Desired Resolution / Outcome

  Desired Resolution:

  Refund

  
  
  Regards,
  
  
   
  

  Business Response

  Date: 05/02/2025

  All of our contracts are signed by the customer using Docupad.  This is an electronic signature format that displays the contract on the desk for the customer.  Selections are made using a checkbox during negotiation.  ************* does not wish to keep the warranty or GAP we will be more than happy to cancel these for her.  We do need a signed form in order to do so.  We have tried to contact Ms. ****** several times and we are unable to reach her via telephone.  Our Customer Relations Manager will be more than happy to schedule time to meet with Ms. ****** to get this issue resolved.  GAP coverage is also included on her contract, this is through GS Administrators, not her insurance company.  Please have Ms. ****** call our Customer Relations Manager, **** ***** at ************.  We look forward to the opportunity to assist. 

  Customer Answer

  Date: 06/01/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

  
  
  I met with Jordan ******* of Mike Calvert Toyota regarding my original complaint on May 15th.  I completed a form supposedly that would remove the$2800 unauthorized charge from my contract.  As of June 1, 2025, the charge still has not been removed from my contract.  So, this has not been resolved as of June 1, 2025
  
  
  
  
  
  Regards,
  
  
  
  
  
   

  
  

  Business Response

  Date: 06/03/2025

  Ms. ****** visited our dealership on 5-15-2025.  At that time she met with our Finance Manager Jordan ****** and completed the cancellation request form.  The form has been submitted to the warranty company to process the cancellation.  Processing time can take 4-6 weeks from the time the form is completed.  

• Initial Complaint

  Date:04/14/2025

  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.

  Brand new car developed an issue with speakers on the driver's side of car this past December. Went to nearby dealership to fix under warranty. **** Calvert went through personal items in trunk (without permission) and found old speakers from old car and used as evidence of 'tampering' to void the warranty. We went to the original dealership (*******) the car was purchased from and they did a full diagnostic and inspection, showing no evidence of tampering. However, due to the documentation of the *** they were not able to fix the car under warranty without an override from Toyota corporate, who sided with MK based only on documentation. We were left with no choice, due to budget, to go elsewhere for repairs. We have documentation from the expert who repaired the sound system that all parts were original and untampered with and that the issue arose from faulty manufacturer parts. After a bad review from us, ** asked for more details and further falsified what was seen in their "investigation". However, we had previously found the documentation of the tech records, and there was no mention of what was being reported over the phone. When we mentioned we had access to these records and they didnt support their story, the staff member asked if the phone call was being recorded (which they had been informed of from the very beginning). When we confirmed that it was, they declared that they would need to terminate the call. We are now seeking justice as we were wrongfully accused of tampering with the car, voiding the warranty, and possibly being profiled. The speaker system is definitely out of warranty now, so we are now responsible for further costs on a car that is less than a year old. Full statement is attached as well as dates, receipts, and other necessary files. We recorded a video showing the violation of personal property **** Calvert underwent to avoid honoring the warranty.

  Business Response

  Date: 04/28/2025

  We have previously spoken with the customer regarding this issue.  The speakers in the vehicle (factory installed) showed tool marks which indicated that there was "outsie influence" on the speaker and therefore it would not be covered under factory warranty.  All warranty coverage decisions are made by Toyota ************************ (TMNA), and are not made at the dealership level.  Mike Calvert Toyota inspected the vehicle and reported our findings to **** who then determined that there was outside influence.  During the phone conversation with the customer, our Customer Relations Manager was aware of the call being recorded and stated they would be terminating the call when the customer informed that they would be contacting an attorney.  We are, unfortunately, unable to come to an agreement with the customer. 

  Customer Answer

  Date: 05/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I have attached the call recordings from both interactions with **** Calvert, which will show their response to this complaint to be further lies and avoidance of responsibility. As recorded, the reason for terminating the call was them being recorded, which they seemed to only be concerned about after I  had revealed that we had access to the service tech records showing no note of equipment screws tampering, just the presence of 'high powered speakers' in our personal belongings in the trunk on the vehicle (that they had no permission to search through). An attorney was not mentioned until she decided that she would terminate the call. 

  I would appreciate honesty. I am not here to waste my time, just to give them a chance to make this right. We are students on limited income and no desire to start unneeded conflict. This is extremely disappointing. 
  
  Regards,
  
  ****** ****-*****
    

   

  
  

  Business Response

  Date: 05/10/2025

  We regret that there was a typographical error in our previous response.  Our Customer Relations Manager stated she was terminating the call, then the customer stated she would be seeking legal assistance.  Unfortunately, the decision on warranty is not made at dealership level.  The customer had aftermarket speakers installed in her vehicle after visiting our dealership.  Unfortunately, we are unable to move forward in finding a resolution as the manufacturers warranty will not cover aftermarket parts.  

• 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 2017 Toyota Sienna late afternoon Saturday, March 29th, 2025 with a loan through **************. As u drive the vehicle home that evening a Maintenance popped in the Dash reading low engine oil level Add or replace.I checked the oil level, it was fine. I took the vehicle back to the Dealership as their sticker was in the windshield stating the oil was recently changed. It took Francisco ****** ******* over 5 hrs to call me back. He they werent able and tto get a diagnosis on the problem, they were going to call toyota for assistance. He also added that it may be that they would offer me a different car instead. I paid for a rental when I left the vehicle earlier that day. This morning, April 2nd, 2025 past 11am Paco called to inform that they found that the sensor needs to be replaced and it would take 4 to 5 months in order to receive the sensor, (part). I requested for the loan to be cancelled or to be offered the expedited repair at no cost and coverage of rental cost while in their *************

  Business Response

  Date: 04/11/2025

  We have worked together with Ms. ******** to address the vehicle issues.  The oil sensor has been replaced and we are currently scheduling other services that have been recommended.  The customer was offered the option to trade to a different vehicle or make repairs to her current vehicle.  Ms. ******** has opted to make repairs. 

• Initial Complaint

  Date:03/25/2025

  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.

  Denied Warranty Repair without Due Cause.I purchased a new Toyota Rav 4 hybrid with **** Calvert. I noticed there was a gap with the body of the car, please refer to the pictures provided. Three images of the left side engine hood and a comparison shot of the right side, are shown. There is an extra ~0.25 inch gap that runs along the left side. Car was and still is well under the Toyota warranty period.I called **** Calvert and was told to take it to service. I did so on 02/08 and was told it looks like a warranty fix, but I needed a ******* to look at this (?) and to reschedule. I did so and came back a week later (02/14) only to be told to take it to their collision center. I did so and the guy at collision took a look and said he would be happy to get me a quote to fix it but that warranty repairs had to come from **** Calvert internally so would follow up. They never followed up, even after calling them twice more. I was finally told to contact ***** *******, who handled warranty claims from collision, but no response. I called the Toyotas warranty advocates number. They finally were able to get me in contact with **** *****, the *** at **** Calvert, who said she can look into this. I told her about the previous service and collision visits. After a few hours I get a call back saying my warranty claim is denied because the gap is in the allowable measurement specification from Toyota.There are several issues with this statement. On 02/14, Collision only took photos and did not measure anything. Collision said they could help me fix it and get me a quote, clearly there is a problem. Any authorizing persons were clearly not there as the person said they didnt handle warranty claims. Also a 0.25 inch gap deviation? That is quite high.I dont believe the staff at **** Calvert did their due diligence in inspecting the car and justifying the warranty denial. Their responses have been all over the place. Thus I am submitting this to get a fair look at it.

  Business Response

  Date: 03/28/2025

  Good afternoon, 

  We have spoken to the customer and informed him that the **************** reported all gaps were within manufacturer's specs.  We also invited the customer to schedule time with our ****************** to have the vehicle inspected to re-evaluate and complete measurements of gaps.  Our ****************** has stated it may be possible to adjust the gaps by checking all bolts and adjusting if necessary.  We are more than willing to re-evaluate the vehicle. 

  Customer Answer

  Date: 04/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Per my intital report I am disputing the way they inspected my car and the handling of this warrenty situation (I am still well in the time). They did not reach out to me after my compliant, per my phone records or email (I had reached out on both prior). I checked voicemail and spam and could not find anything other then the standard newsletter and finance style email from the dealership. So nothing has occured on their end since my complaint. No message or email to state I can reschdule a check in with them. I tried reaching out to them and will do so once again, but I have not been schduled for a check up of the stated warrenty issue. The attached evidence, I provided, is still valid for this.
  
  Regards,

  Tian ** ***
  
  
   

  
  

  Business Response

  Date: 05/03/2025

  Mr. *** can reach out directly to our Customer Relations Manager, **** *****.  She will be able to schedule a time for Mr. *** to visit our service center to have the vehicle re-evaluated.  She can be reached directly at ************.

• Initial Complaint

  Date:12/29/2024

  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.

  12/28/2024, We called dealership and made an appointment to see a car featured on carguru, for 5 pm. We called an additional 2 times to get verification that the car would be there for us, and the appointment was valid. Especially since we were driving from over an hour away. We were assured by Marcy, a manager that it would be. We also spoke to 2 sales people whom assured us as well. We got there and Carolina, our assigned sales person told us the car was already being purchased and papers were being signed by someone else. We spoke to a manager and he said the car had sold a while ago. Discrepancy, so clearly, the car on carguru seems to be just a ruse. However he offered to show us other cars in the price range, and he was aware we only wanted to purchase cash, no financing. We liked a car that Carolina assured us was in our cash price range, specifically, she said her manager approved it to leave it in our price range. I looked at their website and saw that the car was over the price we were willing to pay, but the price was slashed. It had a line through it and it said today only call for price so I figured maybe that's why they can bring it down to our price range. They have a sale going on.
  
  Wrong. We wanted to purchase a vehicle for $5,000 in cash. Carolina brought the paperwork for this vehicle because we were getting ready to purchase it. Cash. However, the price listed on the paper she brought said starting price was the exact number on their website that was slashed. She said it's more than what you have but you can put that as a down payment and we will finance the rest. So, there was no deal. I ask why is the starting price the same as the slashed number on the website for that vehicle? Shouldn't it be less?She said no that's the correct price, the manager said same thing.Isn't a line through a price, that says today only call for price, imply a lower price? False advertisement.False appointment claim/promise. Those 2 things need to stop.

  Business Response

  Date: 01/03/2025

  There was no false advertisement with the vehicle the customer inquired about at 2 pm on 12/27/2024. When the customer  set the appointment the vehicle was still available.  The sales consultant sent a video showing the vehicle was still in stock as of 2:08 pm on that date.   Shortly there after we had a customer who came test drove an agreed to numbers.  This took place prior to this customer arrival.  The last week of December is one of the busiest weeks in the car business and this frequently happens.
  As for the slash thru the price, all of our preowned vehicles have slash thru the price and the statement beneath is “Today’s Price” and nothing about “call for price”.    Our slash is our discounted price.
  We regret that the vehicle was not available when they arrived and that other vehicles that were available did not work them.