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Business Profile

Auto Manufacturers

Toyota Motor North America, Inc.

Complaints

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

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Toyota Motor North America, Inc. has 18 locations, listed below.

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    Customer Complaints Summary

    • 1,128 total complaints in the last 3 years.
    • 405 complaints 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:07/19/2023

      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.
      from:*************************** <********************>to:*************************************** date:Jul 6, 2023, 2:46?PM ****,Below, I received this message. When I entered the information listed in the message, it states my email address and reference number could not be located.Additionally, the information about multiple phone calls are not listed as missed calls on my phone service. If they need to contact me, have them send an email message to schedule a time to speak on the phone.Any assistance would be appreciated.Thank You Sincerely,*************************** rom: Toyota *********************** <****************************************>to: ********************** <********************>date: Jul 6, 2023, 2:14?PM subject: Toyota *********************** Reference # ************ You have a new comment A *********************** Advocate has added a comment to your inquiry.Dear ***************************,We appreciate you taking the time to contact the ****************s of Toyota Motor Sales, ***, **** I am the **************** Analyst assigned to your case for handling and follow-up. My recent attempts to reach you by telephone have been unsuccessful; however, your concern is important to us.If you still require our assistance, feel free to contact me at ************** and reference case# ************. My business hours are from 7:00am to 3:30pm CST, Monday through Friday.Best regards,*************************** **************** Senior Analyst To view this inquiry, please click the View the case button below and enter your email and reference number.Reference Number #************

      Business Response

      Date: 08/01/2023

      We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer.  

      Per our review we have confirmed that multiple attempts to contact the customer have been made by the ************************ The customer can call the *********************** and refer to case # 230628001912 for further review of their concern. 

      Customer Answer

      Date: 08/01/2023

      I am rejecting this response because:   

      I have not been contacted despite their message. Where is the documentation and contact numbers for their opinion? According to the BBB, there are Customer Complaints, 835 complaints closed in last 3 years and 356 complaints closed in last 12 months.

      Sincerely,

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

      Dispute *********************
      Better Business Bureau
      ****** / ******* / *************
      ******************************************

      MESSAGE FROM BUSINESS:

      We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer.  
      Per our review we have confirmed that multiple attempts to contact the customer have been made by the ************************ The customer can call the *********************** and refer to case # 230628001912 for further review of their concern.

      Customer Answer

      Date: 08/01/2023

      Dear Reader,

      Attached is additional information regarding this complaint.

      Business Response

      Date: 08/20/2023

      We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer.  
      Per our review we have confirmed that multiple attempts to contact the customer have been made by the ************************ The customer can call the *********************** and refer to case # 230628001912 for further review of their concern. 

      Customer Answer

      Date: 08/21/2023

      I am rejecting this response because:   

      They continue to make statements that aren't true. There isn't any history or documentation that supports their ongoing opinions about this issue.

      Based on this message, We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer. Per our review we have confirmed that multiple attempts to contact the customer have been made by the ************************ The customer can call the *********************** and refer to case # ************ for further review of their concern. As stated more than once, "from:    *************************** <********************>
      to:          ***************************************
      date:     Jul 6, 2023, 2:46?PM

      Mark,

      Below, I received this message.When I entered the information listed in the message, it states my email address and reference number could not be located.  Additionally, the information about multiple phone calls are not listed as missed calls on my phone service. If they need to contact me, have them send an email message to schedule a time to speak on the phone.

      Any assistance would be appreciated.
      Thank You

      Sincerely,
      ***************************

      from:    Toyota *********************** <****************************************>
      to:    "********************"<*********************************;
      date:    Jul 6, 2023, 2:14?PM
      subject:    Toyota *********************** Reference #************

      You have a new comment
      A *********************** Advocate has added a comment to your inquiry.

      Dear ***************************,

      We appreciate you taking the time to contact the ****************s of Toyota Motor Sales, ***, **** I am the **************** Analyst assigned to your case for handling and follow-up. My recent attempts to reach you by telephone have been unsuccessful; however, your concern is important to us. If you still require our assistance, feel free to contact me at ************** and reference case#************. My business hours are from 7:00am to 3:30pm CST, Monday through Friday. Best regards, *************************** **************** Senior Analyst To view this inquiry, please click the View the case button below and enter your email and reference number. Reference Number #************.

      They continue to make statements that aren't true. There isn't any history or documentation that supports their ongoing opinions about this issue.


      Business Response

      Date: 09/22/2023

      We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer.  Per our review we have confirmed that multiple attempts to contact the customer have been made by the ************************ The customer can call the *********************** and refer to case # 230628001912 for further review of their concern. 

      Customer Answer

      Date: 09/22/2023

      I am rejecting this response because:   

      They continue to make statements that aren't true.

      There isn't any history or documentation that supports their ongoing opinions about this issue.
      Based on this message, We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer. Per our review we have confirmed that multiple attempts to contact the customer have been made by the ************************ The customer can call the *********************** and refer to case # 230628001912 for further review of their concern. As stated more than once, "from:    *************************** <********************>
      to:          ***************************************
      date:     Jul 6, 2023, 2:46?PM

      ****,

      Below, I received this message. When I entered the information listed in the message, it states my email address and reference number could not be located.  Additionally, the information about multiple phone calls are not listed as missed calls on my phone service. If they need to contact me, have them send an email message to schedule a time to speak on the phone.

      Any assistance would be appreciated.
      Thank You

      Sincerely,
      ***************************

      Customer Answer

      Date: 11/07/2023

      Dear Reader,

      As mentioned in July 2023. Toyota assigned case Number #***********. See below this message for details.

      They have all of the information regarding the complaint. Despite them claiming more than once that I was contacted, I was not contacted and there is nothing to support their ongoing opinions.

      Please let me know if you need any additional information.

      Sincerely,

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

       

      From: Toyota *********************** <****************************************>
      to: ********************** <********************>
      date: Jul 6, 2023, 2:14 PM
      subject: Toyota *********************** Reference # ***********2
      You have a new comment
      A *********************** Advocate has added a comment to your inquiry.
      Dear ***************************,
      We appreciate you taking the time to contact the ****************s of Toyota Motor Sales, ***, **** I am
      the **************** Analyst assigned to your case for handling and follow-up. My recent attempts to
      reach you by telephone have been unsuccessful; however, your concern is important to us.
      If you still require our assistance, feel free to contact me at ************** and reference case#
      ***********2. My business hours are from 7:00am to 3:30pm CST, Monday through Friday.
      Best regards,
      ***************************
      **************** Senior Analyst
      To view this inquiry, please click the View the case button below and enter your email and reference
      number.
      Reference Number #***********2

      Customer Answer

      Date: 11/08/2023

      Dear Reader,

      This was the message I sent to Toyota in June 2023.

      There wasn't a reply to the message from this individual.

      From: *************************** <********************>
      to:****************************************
      Date: Jun 28, 2023, 6:38 PM

      Akio,

      My family has driven Toyota vehicles since 1996.
      I currently own a **** and 2013 Toyota Avalon.
      In 2019, I had the muffler replaced on the **** at a Toyota Dealership. In 2019, when they installed this Toyota muffler, it had a lifetime warranty. This week, I contacted this dealership that is under new ownership, and they won't honor the warranty despite the warranty. They explained that can view the repair history in the Toyota Database. Isn't it a Toyota Dealership's responsibility to repair and or replace, at no cost, this muffler if it's the cause of the current loud exhaust issues? Please let me know.

      Thank You
      ***************************

       

    • Initial Complaint

      Date:07/19/2023

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My complain is about my 2015 toyota camry. toyota allready new that the torque comverter from 2012 to 2014 camry was faulty and they put the same comverter on the 2015 but did not apply the same warranty.and they want ***** to fix the problen that they knew allready exist...thanks

      Business Response

      Date: 08/01/2023

      We have reviewed the complaint filed by the customer through our ************************ and regret to hear of the concerns reported by the customer.

      Per our review the vehicle is not associated with a customer support program that warranties the guest concern.

      In reviewing the case, we find that Toyota has met its obligations in regards to all expressly written warranties, and any pending repairs would be at the owners expense. 

      Customer Answer

      Date: 08/02/2023

      I have reviewed the business response and accept this resolution. 
    • Initial Complaint

      Date:07/19/2023

      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 2023 Sequoia on 12/06/2023 with 15 miles on the odometer. At 16 miles (yes, 1 mile later the same day I bought it) the vehicle went into what is called "limp mode." During this event, messages were signaling an array of faults and deactivated features, including "check engine, visit your dealer" and "hybrid system malfunction, visit your dealer." In addition, the vehicle would shake as if there was a serious engine misfire, and the vehicle would be limited to a speed of ***** mph regardless of gas pedal input. I thought "well, I'll just turn the vehicle off and back on." Well, this resulted in me cycling the vehicle from "ignition on" and totally off for 10 minutes to get the vehicle to finally turn back on because it refused to turn on and would only go to "ignition on." I limped my way back to the service department where they checked it in at 17 miles. ******* ticket was closed on 12/12/2022. They could not find the cause and just reset everything.2nd incident: Same exact experience as before. ******* ticket closed on 03/03/2023 at ***** miles. 3rd incident: Same exact experience as the other two (INCLUDING the vehicle not turning back on. The service department even had trouble getting the vehicle to the service bay.) They ended up swapping the engine control module (ECM) and let me know that they did not know if it'd solve the problem since they haven't targeted a CLEAR cause of the problem. ******* ticket closed on 05/12/2023 at ***** miles.4th incident: Engine maintenance light turned on. The manual says that means the cluster is receiving a Engine malfunction message signal over CAN from the **** Well guess what? This signals an ECM problem. ******* agreed. Again no clear cause, so everything was reset to clear it. Closed on 05/30/2023 at ***** miles.It is 07/14 and I've only put an additional 400 miles on it because I don't want to drive it far. Toyota denied my lemon buyback request after their rep took 65 days to deny it. Unacceptable

      Business Response

      Date: 08/01/2023

      We have reviewed the complaint filed by the customer through our *************************** and regret to hear of the concerns reported by the customer. Per our review their cases has been reviewed by Toyota's dispute resolution team. The guest has received a letter with contact information if they have further questions. At this time there would be no further review on behalf of Toyota to the guest concern. 
    • Initial Complaint

      Date:07/19/2023

      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 brand new Toyota Tundra Hybrid 2023 and one month after purchase, the brakes started to aggressively squeal moving forward and backward when brake applied. I've been sold a defective product, a LEMON, and have had two cases with Toyota HQ already, where the communication with case managers is incompetent. ***, the first one who gaslit me stating that my vehicle is within specifications and refused to admit this is an issue Toyota is aware of, and then *****, who doesn't call back at all. The servicing dealership can't do anything because they need to follow protocol, and state that they need updated parts from Toyota in order to do anything. I've been to the service dealership three times already, and next week will be my 4th. There is no solution that Toyota is currently offering, and I get the run-around that "Toyota is aware of this issue." This problem substantially impairs the use and value of my vehicle and creates a serious safety hazard. Here is a video: ****************************************************. This is everyday. The last time I was at the service dealership, they pulled my truck out and it squealed for about 30 seconds straight to the point that both employees and customers screamed "that's AWFUL" and the service manager ran out because he heard the sound from inside of the building. Called Toyota over 40 times, and a dozen times in the past three weeks, and guess what. No call back, no assistance. You cannot allow consumers to drive your broken products, and then take zero accountability to inform the customer on when or even *IF* there will be a recall issued. I can't drive my new truck like this, and will go at all lengths to get this resolved. This is borderline criminal.

      Customer Answer

      Date: 07/24/2023

      As soon as this complaint was submitted, there was ONE call made by the case manager (during my working hours where I missed the call within a few seconds) after three weeks of my attempts to reach ***** (case manager). I called back promptly to get in touch (after missing the call) and was told that they would call me today. No call was received. No one has contacted me. There is a SEVERE lack of communication (either because they do not know what to do, what the solution is, or whatever the case may be) however this is unacceptable in response to the customer.

      The case managers at this business are NEVER available when you call, and it is ridiculous to receive just ONE call back just because a BBB complaint has been filed. Thank you for your prompt attention, but this is BS. I should be able to call back seconds after and get in touch with the case manager on file. Still waiting to speak with someone. I've called back three times since. They've sold a severely defective product, no customer service, and there is zero accountability. 

      Customer Answer

      Date: 07/24/2023

      As soon as this complaint was submitted, there was ONE call made by the case manager (during my working hours where I missed the call within a few seconds) after three weeks of my attempts to reach ***** (case manager). I called back promptly to get in touch (after missing the call) and was told that they would call me today. No call was received. No one has contacted me. There is a SEVERE lack of communication (either because they do not know what to do, what the solution is, or whatever the case may be) however this is unacceptable in response to the customer.

      The case managers at this business are NEVER available when you call, and it is ridiculous to receive just ONE call back just because a BBB complaint has been filed. Thank you for your prompt attention, but this is BS. I should be able to call back seconds after and get in touch with the case manager on file. Still waiting to speak with someone. I've called back three times since. They've sold a severely defective product, no customer service, and there is zero accountability. 

      Business Response

      Date: 08/01/2023

      We have reviewed the complaint filed by the Guest through our Brand Engagement Center. 

      Per our records, the guest has been in contact with the **** We encourage the Guest to contact us at ************ so we may further evaluate the Guests concern.
    • Initial Complaint

      Date:07/19/2023

      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 am the owner of a 2009 Toyota tacoma that i have owned for 4 years and i have never had a loan with Toyota i bought the vehicle from a third party . My vehicle was recently totalled do to someone rear ending me. When i got my title to send to the insurance company i saw a lien from Toyota motor credit corporation so i called them to get a release form i have the title in my hand i had to fax them not email ... cause they dont have email and now they are telling me i have to wait 2 to 3 days for the release form i am not even the person who took out the loan and now it is holding me up and i have no vehicle this is a poor way to do business

      Business Response

      Date: 08/01/2023

      We have reviewed the follow-up contact filed by the Guest. We regret to hear of the inconvenience reported by the Guest.
      To best address the Guests concerns, we will need to refer the customer to the financial institution that administers the lease or loan. If this is through Toyota ********* Services (TFS), please contact TFS directly at ************** for further assistance. If the customer leased or financed the vehicle through a company other than TFS, please contact the respective financial institution for further assistance.
    • Initial Complaint

      Date:07/18/2023

      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.
      I have already tried to work with the brand engagement center without resolution. I have been trying to resolve an issue with my 2009 Venza, both e-brake cables need to be replaced. I am sure you have access to the brand engagement center emails on my case. (Case #************) Here is my summary:My e-brake cable is not available to order. It is a part of a national back order. You cannot guarantee that I will get the e-brake cable in any timeframe. It may be available in October, but since it is on a national back order, there is no guarantee I will receive the parts I need to be able to get my car inspected by the *****************************. Since I cannot get my car inspected, I am not following the law by driving my car. I face penalties including fines, and potential loss of insurance. I have told you that I do not have an extra car to drive. There is an out of warranty assistance program, but I am not eligible to be considered due to my part being unavailable on a national back order. To be considered, the repair must happen first. But my repair cannot happen because Toyota cannot replace the part. Toyota will not consider any other pertinent facts, and will not consider assisting a loyal long time customer. (My **************************, I have owned 2 Camry cars, 1 4Runner, and now my Venza) With your North American network of dealerships, I absolutely believe you have these cables in stock, but the dealers won't give them up to each other. 30 minutes of investigation into this would most likely solve this issue. I expect nothing of value in this correspondence. I expect the *********************** to also drop the ball on this as well, and not notify me when the parts suddenly appear. I have let the Brand Engagement folks know that this is a great example of "How do we turn a loyal customer from a brand advocate to a vocal opposition agent?"*************************

      Customer Answer

      Date: 07/19/2023

      The representative in the brand experience center has let me know that all Toyota dealers are independent, and they cannot see what they have for parts.  

      A company with a 270bn market cap is telling me that I need to call each dealer independently, on my own, to find a part. 

      Even if I do, the dealer retains the right not to sell the part to me.  

      This just gets worse with every question.  

      The reference to this is: 230612002194.

       

      Business Response

      Date: 08/01/2023

      We are sorry to hear of the guest concerns associated with his vehicle. Per case #************ at the *********************** the guest has been provided an update regarding his concern,. The guest can contact the brand engagement center if they have further questions. 

      Customer Answer

      Date: 08/08/2023

      I am rejecting this response because: There is no response from Toyota on that message.  I have not been given any response that meets any standard of care.

      My e-brake cable is not available to order.  It is a part of a national backorder.  Whether or not this is true is up for debate, because Toyota, a multinational company with a market cap of 270bn, cannot tell me if this part is in stock anywhere; because it is the customer's responsibility to somehow call all ***** independent Toyota dealerships to ask if they have one in stock.   

      You cannot guarantee that I will get the e-brake cable in any timeframe.  It may be available in October, but since it is on a national back order, there is no guarantee I will receive the parts I need to be able to get my car inspected by the *****************************.  Since I cannot get my car inspected, I am not following the law by driving my car. 

      I face penalties including fines and potential loss of insurance.  I have told you that I do not have an extra car to drive.  Further, there is an out of warranty assistance program, but I am not eligible to be considered due to my part being unavailable on a national backorder.  To be considered, the repair must happen first.  But my repair cannot happen because Toyota cannot replace the part.  Toyota will not consider any other pertinent facts, and will not consider assisting a loyal long-time customer.  (My **************************, I have owned 2 Camry cars, 1 4Runner, and now my Venza) 

      My requests for assistance have been denied, and all of my concerns have been dismissed.  

      Respectfully, **********************;

      Business Response

      Date: 08/20/2023

      We are sorry to hear of the guest concerns associated with his vehicle. Per case #************ at the *********************** the guest has been provided an update regarding his concern,. The guest can contact the brand engagement center if they have further questions. 

      Customer Answer

      Date: 08/20/2023

      I am rejecting this response because:   

      the response does not add anything, and is a cut and paste of the first response.  The business is not willing to respond; and I reject their response.  

      the BBB should reject it as well.  No effort has been put into trying to assist me at all.  

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

      Business Response

      Date: 09/22/2023

      We are sorry to hear of the guest concerns associated with his vehicle. Per case #************ at the *********************** the guest has been provided an update regarding his concern,. The guest can contact the brand engagement center if they have further questions. 

      Customer Answer

      Date: 09/22/2023

      I am rejecting this response because: It is the same copy and paste response over and over.  

      Customer Answer

      Date: 11/08/2023

      *** business replied with a copy and paste of the same useless message which did not answer any of my questions or concerns.  *** communications history has no actual response from the company (Toyota) other than "Go talk to our customers service".  *** reason I opened this complaint is due to the lack of service from that department.  Did anyone read the communications history?  

      ***y never addressed my complaint about the availability of parts, or their policy about that issue.  

      **********************;

    • Initial Complaint

      Date:07/17/2023

      Type:Delivery 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.
      Purchased my Toyota RAV4 in December of 2022 and only received one smart key at time of purchase. Was told Toyota corporate would provide the second key. Contacted them twice and still no key. They say they are having chip problems but it isn't stopping from producing new cars. They have not fulfilled the current contract.

      Business Response

      Date: 07/17/2023

      Hello,

      This complaint was filed against Toyota Motor ****************** in error. Please forward the referenced complaint ******** to the appropriate business Toyota North America  for handling.

      Thank you,
      Toyota ********* Services

      Business Response

      Date: 08/01/2023

      Dear *************************,

      Thank you for your response.

      Owners will receive a letter by first class mail advising you when to return to an authorized dealership to receive your second key. The timing of this notification is expected sometime in the late Summer of 2023 (subject to change). We apologize again and continue to request for your patience.

      Your additional comment has been documented at our National Headquarters.

      Sincerely,

      Toyota ***********************

      Customer Answer

      Date: 08/01/2023

      I have reviewed the business response and accept this resolution. 
    • Initial Complaint

      Date:07/17/2023

      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.
      We own a **** ********************** Tundra with approximately 75k miles on it. We purchased the truck from a family member around 2010 with approximately 30k miles on it. We have always performed regular maintenance on the truck, including all recalls. The interior, and exterior of the truck are in great condition.In 2013, a recall stated the bottom of the truck did not have a proper rust inhibiting protective coat. Smart ********************** (*******, **) applied the protective coat and said the rust on the vehicle was not large enough for any further action. At the time of the recall and "remedy" there was visible rust on the bottom mechanisms of the truck, and the dealership advised it was not related to the recall. At the point of the truck being brought in for the recall the vehicle had been without the recommended rust-inhibiting coat from ****-2013.On 7/7/23 we brought the Tundra to King's ********************** in *****, **** for a routine oil change. The dealership called us and told us that the truck is unsafe to drive due to several parts underneath the truck being rusted out. This is the first we had been told of extreme rust despite the truck being serviced there previously. The majority of the mechanisms under the truck need to be replaced, costing upwards of $10,000. The dealership advised that there is no longer any value to the vehicle, and it be surrendered to them for scrap. The current KBB value for the truck as a trade-in is $7k-$10k using the mileage, and visual condition of the vehicle.We contacted ********************** to explain the situation, and asked for financial assistance in repair of the rusted parts or a fair market value credit for the purchase of another ********************** vehicle. We were told it is the "official stance of **********************" that we are financially responsible for the loss of the vehicle or any repairs we choose to do. It is our position that the rusted parts in question went without proper protection, which accelerated rust of vehicle at a rate completely outside of our control.

      Business Response

      Date: 08/01/2023

      We have reviewed the complaint filed by the Guest through our ************************ Per our records, we do not reflect any prior contact from the Guest to our ************************  We encourage the Guest to contact us at ************ so we may further evaluate the Guests concern.

      Customer Answer

      Date: 08/01/2023

      I am rejecting this response because:   

      We (***********************/******************) had contacted Toyota prior to filing this compliant regarding this manner, and the case number is 230712000095.  After receiving this message we verified with another Toyota employee, via the phone number provided, that the case number is the correct reference number to our claim.

      Business Response

      Date: 08/20/2023

      We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer.
      ********************** issued the *************** Campaign D0D customer support program providing coverage for the identified concern. The Guests vehicle was previously treated for the concern under this program in 2013. at this time it has been more than 10 years since the vehicle was treated, and the cost of repairs becomes the owners responsibility.
      In reviewing the case, we find that Toyota has met its obligations in regard to all expressly written warranties, and are unable to ***** the Guests request at this time.
    • Initial Complaint

      Date:07/17/2023

      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 May 30, 2023, my daughter experienced a flat tire about 30 miles north of Las Vegas. She called Toyotacare roadside assistance as we had just renewed at a cost of $200 on her 2021 Toyota Tacoma. After two calls, giving her gps coordinates as well as exit ramp ahead, she got the run around for one hour. Finally she dialed *************************************************************************************** 100+ degree heat, the kind tow driver arrived to help her as this truck needs a special tool to remove the tire! I tried more than ten times to get information as to why Toyota gave her false information and confusing statements. We were told we would be refunded the money $125. So I waited a full month to get the email which requires a specific detailed analysis of her payment even though it has the date, her calls, the tow company name etc. now they wont refund. I have also discovered another despicable scam related to this situation which is this has absolutely no connection to Toyota. This is actually AAA!!!! We could have signed up on AAA for a fraction of the cost and received the same bad treatment. I cant even seem to get a refund for this fraudulent roadside assistance I signed up for two months ago. I am so upset I dont know how to resolve this. I tried Toyota customer care as well as many other avenues only to get the same runaround. This is a warning to others not to get involved with Toyota as well as this ridiculous roadside assistance. Whats crazy is I even gave them the name of ***** Toyota in ********* where I called to order her a tire as it is not even stocked at the businesses.

      Business Response

      Date: 08/01/2023

      We have reviewed the complaint filed by the Guest through our ************************ Per our records, we do not reflect any prior contact from the Guest to our ************************  We encourage the Guest to contact us at ************ so we may further evaluate the Guests concern.

      Business Response

      Date: 08/01/2023

      We have reviewed the complaint filed by the Guest through our ************************ Per our records, we do not reflect any prior contact from the Guest to our ************************  We encourage the Guest to contact us at ************ so we may further evaluate the Guests concern.

      Customer Answer

      Date: 08/01/2023

      I am rejecting this response because:   I have called Toyota customer service as well as ********************** Roadside Assistance more times than I can count to get help. My latest reference number was ************. Each time you call they give you a runaround. Just like this stating they have no record of contact. Absolute lies. We will be contacting Toyota headquarters in ***** and relay this latest misinformation. I have never seen anything like this in my life. 

      Business Response

      Date: 08/20/2023

      We have reviewed the follow-up contact filed by the Guest. We regret to hear of the inconvenience reported by the Guest.
      To best address the Guests concerns, we will need to refer the customer to the service provided at Safety Connect . We request the guest call ************ and ask the guest to speak with Safety Connect so they may look further into her refund request.
    • Initial Complaint

      Date:07/15/2023

      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.
      To start, I have purchased 3 Lexus vehicles and my family has purchased over 20+. My daughter was gifted a **** Lexus GS300 by my grandmother who passed away. The car was *********** since purchase with only 100k miles. **** receipt of this vehicle there were a couple of design flaw breakages that were realized. The first was that all doors needed to be manually locked or unlocked due to door lock actuator failures which were common to this vehicle. I spent the better part of 2 days repairing them. The next, and more concerning, is faulty lower front ball joints that go bad. This is dangerous and has lead to deaths as the the wheel simply detaches from the assembly and can turn in a direction ******* Lexus gs lower ball joints for countless articles). I am now terrified that a teen daughter is driving a vehicle that *** possibly result is a serious accident. Sadly this failure can occur without warning. This repair should be made by Lexus (parts and labor) due to the design flaw without the customer incurring any expense. I am shocked to learn that both of these items were not part of a large scale recall. Looking forward to seeing the reply from Lexus as I have faith they will ensure a best in class customer experience

      Customer Answer

      Date: 07/27/2023

      Receiving no response from Lexus is disappointing. Having a chance to do the right thing for a long time customer would have turned this experience into a positive one. Its obvious that customer experience is no longer at the forefront of their business. Do better Lexus or more customers will opt for another manufacturer 

      Business Response

      Date: 08/06/2023

      We have reviewed the complaint filed by the Guest through our ************************ Per our records, we do not reflect any prior contact from the Guest to our ************************  We encourage the Guest to contact us at ************ so we may further evaluate the Guests concern.

      Customer Answer

      Date: 08/07/2023

      I am rejecting this response because:   Contacted Lexus and opened case number 230807000365 but the gentleman advised although he was aware of complaints he does not show any recalls thus cant help me. He also agreed with me that I did the right thing by proceeding with my filing as this is a dangerous issue that could result in a catastrophic failure 

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