Complaints

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

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

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• 

  Toyota Motor North America, Inc.

  PO Box 259001 Plano, TX 75025-9001

  
• 

  Toyota Motor Manufacturing Kentucky, Inc.

  PO Box 2700 Georgetown, KY 40324

• 

  Toyota Motor Manufacturing, Indiana, Inc.

  4000 S Tulip Tree Drive Princeton, IN 47670

• 

  Toyota Motor Distributors

  2350 Sequoia Dr Aurora, IL 60506

• 

  Toyota Motor Manufacturing Texas, Inc. (TMMT)

  1 Lone Star Pass San Antonio, TX 78264

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:03/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a flat, so I pushed the safety button in the car. Which I have to pay monthly for. It took almost three hours and they couldn't get anyone from aaa to come out. Which they have a contract with. The woman told me to find a company to come out and they would send me a check for what I paid. I filled that on *****. Incidence happened on *****. I had to call back four times to even get that department to send me an email back. They finally did email me and denied it. As of speaking with several people including a supervisor from roadside ********** have to keep waiting on an email. He says they don't have the proper tools to see where I pushed the button in my car. This is going on month five with no check issued. I'm not asking a lot here! I've already contacted corporate.

  Business Response

  Date: 03/30/2023

  We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer.  The concern will be reviewed and a follow up will be requested by Roadside assistance to further review the complaint filed by the guest. 

• Initial Complaint

  Date:03/16/2023

  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 January 31st, 2022, I purchased a certified preowned 2020 Toyota RAV4 LE with ****** miles on it from a Toyota dealership in *******. On November 14, 2022, with about ****** miles on the vehicle, the RAV4 spontaneously caught fire and was declared a total loss. The RAV4 with VIN ***************** was serviced on October 31st, prior to the fire, at Autonation Toyota of **************. No issues were found with the vehicle, new tires were installed, and a front license plate cover was installed. No other modifications were made to the vehicle prior to the fire on November 14th. At the time of purchase, a *************** Agreement was purchased supposedly covering the vehicle for any mechanical failures and the vehicle was still under factory warrantee.On November 14th, 2022, I drove the vehicle to work without issue and arrived just before 9 AM. The vehicle was parked outside in 30 degree weather until about 7:40 PM when I walked out to witness the Spokane ********************** extinguishing the vehicle for the first time. The fire had to be extinguished two more times before finally going out. I personally witnessed the fire reignite beneath the access panel for the fuel pump beneath the rear passenger seat. The fire inspector believes an electrical issue in this area caused the fire. Toyota took over a month to inspect the vehicle, informing me that maintaining and storing the vehicle would be left to me until they had a chance to look at it. This inspection involved a third party inspector from ******************************* taking pictures from outside the vehicle and sending them to Toyota Corp for review. He informed me he was not allowed to open any doors on the vehicle, move objects in the vehicle, or give his opinion on the cause in his report to Toyota Motor Corp. Toyota's corporate review took two more months and resulted in an "undetermined" answer. I requested a copy of the report and was told I "should be happy with the response I received."

  Business Response

  Date: 03/18/2023

  We have reviewed the complaint filed by the Guest through our ************************ and regret to hear of the concerns reported by the Guest.
  
  Per our review the claims department has provided the information to the guest and he has been provided a position. The guest can refer back to their mailed letter from the claims department if they have questions or need clarification regarding their concern. The Toyota *********************** has also followed up with the guest and provided this information via case # ************ on March 1 2023.

  Customer Answer

  Date: 03/20/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This response is not satisfactory. I was basically told by your company (specifically *******************************) that your company doesn't care how the fire started. You have refused to provide me with any further information regarding your investigation. This post was made due to the failure of your company to acknowledge my concerns over the last 4 months.

• Initial Complaint

  Date:03/15/2023

  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.

  I purchased a 2017 Toyota Tacoma. I have meticulously maintained my vehicle. In October of 2022 I noticed the paint started to peel around both rear door windows, yet there was no rust and the primer was still in tact. I went online and started researching this issue and determined that Toyota acknowledged having problems with white paint pulling away from their vehicles. There are thousands of active recalls for the same white paint that is on my vehicle. I contacted Toyota and they said that "my vehicle wasn't part of the recall but if enough people call and complain they would add it to the list". I went online and saw numerous class action lawsuits and complaints to Toyota for the same issue relating to my Truck. When I first called the rep stated that I should get an estimate from a Toyota dealer and call them back. I had opened a case (#************). The Toyota body shop owner said this is the identical issue that is occurring with all of the white Toyota vehicles. When I called back to report on the estimate another rep said he would handle my case as the original person I spoke with was out of the office. He said they would not be able to cover the $3556 repair due to my truck not being part of the recall. I elevated to a manager who said he couldn't do anything at the corporate level. My truck has only ***** miles and up until now was worth over what I paid for it (per the *** due to the recent shortage of trucks/vehicles).Please see the attached pictures which you will find match thousands of pictures online from Toyota vehicle owners across the world. Please advise on next steps. I appreciate your attention to this matter. I just want my truck's paint repaired per the estimate from the Toyota body shop of $3556.

  Business Response

  Date: 03/29/2023

  Good Morning,

   

  While we are sorry to hear of this guests concerns with the white pain on their vehicle, we have checked and there are no active customer support programs for this vehicle, and it is beyond the 3 year/36,000 mile warranty. Because of this there would be no assistance we could provide, and any repairs would be out of pocket by the vehicle's owner. We understand this may not be what the guest is wanting to hear but it does stand as the final position of Toyota.

• Initial Complaint

  Date:03/14/2023

  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.

  Toyota USA is unable to provide the torque specifications for the lower ball joint(LBJ) bolts(4) to steering knuckle and castle nut(1) to the lower control arm for a 2005 Toyota Tundra, 4.7L, 4WD, DC which has been the subject to several well documented problems with with these bolts shearing off causing catastrophic results, major damage to the vehicle, injuries to the occupants in the vehicle as well as other vehicles in potential accidents involved.
  
  The main problem is with the conflicting torque specifications from Toyota 2001-2006 Repair Manual. There are multiple sections in the Repair Manual for the same part but with different torque specifications for its fasteners.
  
  Based on the non-FAILSAFE design (LBJ is above the Lower CA) of the front suspension of the 2005 Tundra, the concern is if the Lower Ball Joints are over tighten or under tighten that there is a risk of the bolts shearing off causing an accident, which is coincidently the same reason why Toyota issued a recall in 2007 (Special Service Campaign - 70B) for the lower ball joints.
  
  3/6/23 - 3/10/23 - 7 Toyota dealerships were contacted, all confirmed that there are conflicting torque specs in the 2001-2006 Toyota Tundra Factory Repair Manual for the Lower Ball Joint's (4) bolts to the steering knuckle and (1) Castle nut connection to the lower control arm.
  
  3/11/23 - 3/14/23: Problem was documented, evidence provided of OEM Lower Ball Joint failures still occurring and the screen shots from the Repair Manual that show the different torque settings requesting Toyota to provide definitive torque specs for the bolts and nut of the lower ball joint. Toyota redirected me to the dealership which was unable to provide an answer.
  
  Despite opening a support case with Toyota USA and contacting multiple dealerships in the area Toyota has not been able to clarify the proper torque settings which may be the reason why the Lower Ball Joints failed in the first place and continue to fail today.

  Business Response

  Date: 04/06/2023

  Good Morning, 
  
  While we are sorry to hear the guest has been unable to get the information requested, we show he has already been advised to speak with the dealer as they have trained mechanics who would be able to best assist him with his concerns. We have documented the guests concerns.
  

  Customer Answer

  Date: 04/25/2023

  I am rejecting this response because:   As I have indicated in the initial complaint.  Multiple Toyota dealerships were already contacted and each provided different and conflicting torque specifications for the same bolts, which was the reason for contacting Toyota Brand Engagement Center directly.  If Toyota can not provide the specifications I will be forced to use 'Toyota of Westport', 'Stephen Toyota', and 'A1 Toyota's' recommendation of 48ftlbs for the 4 lower ball joint bolts and 117ftlbs for the lower ball joint castle nut despite them acknowledging the conflicting info in the FSM.  They provided emails of the specs and stated that is what they used and have not encountered problems.  I'd like to have this documented in case of any issues, accidents, injuries, etc...  related to the ball joints as a result of conflicting torque specs from Toyota's FSM and dealerships.    And would suggest Toyota clarify these specs in the either the FSM (Factory Service Manual) or TIS (Technical Information System).

  Business Response

  Date: 04/28/2023

  Good Afternoon, 

   

  We have documented your concerns and responses at Toyota corporate headquarters.

• Initial Complaint

  Date:03/14/2023

  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.

  On 2/19/23 I purchased a 2023 Toyota Tundra Platnium and was never given my second key fob. As I did research I was able to verifiy that there was some sort of shortage of the key fob chips. People on the ** Toyota forum pages stated they bought one in Pctober 2022 and have yet to still receive one. So yes, I'm aware of the shortgage. However, when I called prior to knowing this and stated I needed a 2nd key fob, I spoke to the parts dep at Autonation Toyota in *****, ** and was adbised they could order me one but I would need to pay over $200. Therefore, this tells me there is not a big shortgage as you guys state there is. I NEED my 2nd key fob since I'm driving to out of state and then taking a flight out where my brother is flying out to pick up my truck. I've contacted the dealership last week on 3/15/23 and no one never called me back. This is quite disturbing knowing that you guys have no problem selling me one but use the "covid" excuse saying you guys will ship me out one WHO KNOWS WHEN.

  Business Response

  Date: 04/06/2023

  Good Morning,

   

  While we are sorry to hear our guest is upset with not having the second set of keys for their new vehicle, it is part of an industry wide shortage. We expect to start handing out the second set of keys sometime in June of this year. The guest will receive a letter via first class mail when their key arrives. we apologize for the inconvenience and appreciate the guests understanding.

  Customer Answer

  Date: 04/06/2023

  I am rejecting this response because: when I called the parts center in ***** Toyota, they wanted to charge me over $200 for a remote. Therefore you statement is invalid and now your lying to me and all the other customer ***********************. So NO, I do not understand and do not accept this response! I NEED AND WANT MY SECOND KEY FOB ASAP! 

  Business Response

  Date: 04/20/2023

  Good Afternoon, 
  While we do understand the guests frustration, they are more than welcome to purchase the keys from their local dealer if they would like, but this would not be covered by Toyota. We are diligently working to get all of our guests their second set of keys as quickly as possible, and as stated previously we are looking at a target date in June. We understand this is the the response the guest is hoping for, but it is the final position of Toyota.
  
  Thank you.
  

• Initial Complaint

  Date:03/13/2023

  Type:Product 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.

  I paid my carloan with Toyota ********* Services on 12/11/2022. On 12/16, i received a letter dated 12/14/2022 confirming that and another letter confirming that my GAP refund was being processed. Given that it may take 30 days for processing, i waited until January to follow up. I called on the following dates 1/25, 2/17 and 2/24 and today 3/13 to be given the same answer that the check has been processed and mailed. They said it returned the first time and so they reprocessed apparently. I have asked every single time for a check number or for a proof of payment and the warranty department keeps saying "we dont have that information". I've asked to be transferred to the ********************* but the warranty department said "they dont take calls and they dont have emails." Today, I called to tell them the check is still not here. They said we'll put a stop reissue. I asked for expedited mailing but they said they cannot do that because they dont have that information. For a big company like Toyota, is this the right treatment for your customers? If it is, then you probably won't get a lot of repeat customers. It may be a small issue and small amount to you but it speaks volumes of how much you value your customers.

  Business Response

  Date: 03/18/2023

  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 Guest's 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
  

  Customer Answer

  Date: 03/21/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  My loan was through TFS. All the calls I made were with TFS ************** . There has been no acceptable resolution.
  
  The refund check is still not here. Pls overnight my refund check as it has been more than 3 months.
  See Attachment/File: 6A849334-9192-4B42-A75A-1084769E7A26.jpeg

  Customer Answer

  Date: 03/31/2023

  I received a check via *** next day air yesterday.  The check request date noted on the stub was 3/20/2023 and check date cut on 3/28 and sent next day. It just shows that in all those back and forth calls, i was just being led to believe that it was processed and returned, etc.   

  nonetheless, I got a gap refund check 105 days after my loan payment.   So Thank you Toyota! 

• Initial Complaint

  Date:03/11/2023

  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 came to Alamo Toyota today 3/11/23 located at 18019 US-281, San Antonio, TX 78232.
  
  My tire had a nail in it and I brought it in to be replaced as I have paid for the Roadside hazard warranty. I have never had an issue getting a tire replaced.
  
  I was told that the warranty department is closed and the dealership refused to replace my tire, which has no air in it, and informed me I have to wait until Monday 3/13/.
  
  The dealership is sending me back on the road with a tire that is entirely deflated and could pose a potential hazard not only to myself but other drivers on the road. I could have a blow out due to this.
  
  I feel that this is unacceptable sending someone off the property back on to the roads with hazardous conditions.

  Business Response

  Date: 03/18/2023

  We have reviewed the complaint filed by the Guest through our Brand Engagement Center, and regret to hear of the concerns reported by the Guest.
  
  
  
  We recommend the guest contact the dealership directly to file a complaint with the Toyota dealership Service Manager. Their experience and feedback regarding their service concerns will be noted in a case at Toyota Brand Engagement.

  Customer Answer

  Date: 03/20/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  My issue is with the dealership so why would I be referred back to the reason for my complaint?

• Initial Complaint

  Date:03/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm the original owner of a 2006 Toyota Tundra w/ 107k miles on it. I have recently, in the last 6 months, been informed by my mechanic that the frame on this vehicle is in very poor shape. As I have been researching this I discovered that Toyota has had numerous problems with many of their truck models of the early 2000s. I have also discovered there has been class action lawsuits against Toyota for this issue on many of their trucks. I was never informed of any of these law suits or concerns regarding this issue from Toyota or any other source. I do know that Toyota has replaced many frames free of charge on many of these vehicles.
  
  I contacted Toyota by phone and was told that they couldn't or won't do anything for me but that they would give me $1500 off toward a new vehicle. Within the last 2 weeks I did visit a local Toyota dealer and was informed they would only give me about $2000 for my truck because of the frame situation. The trade in value for this truck is about $10,000 and I do believe that because of the condition of my vehicle and the market for used pick-up trucks I could easily get $12-$15k for the truck.
  
  I again contacted Toyota by phone on Monday 6 March 2023 and told the very polite and sympathetic lady my issue, concerns, displeasure, and asked to speak to a supervisor so I could maybe get some help. She was very respectful and informed me that within the next 24 hours I would receive a call back from someone. So on Tuesday morning 7 March 2023 I received a call from Alex S of Toyota and received nothing but a lot of rhetoric from this smart talking condescending person, I will not call him a man! Anyhow the outcome was Toyota will not do anything and we ended our conversation. About 20 minutes went by and after I digested the outcome I decided to call back to discuss my displeasure w/ Alex again and ask to talk to his supervisor and again in his smart talking condescending tone told me it is done and there is nothing Toyota will do for me.
  
  The bottom line is that I have a vehicle that I should easily be able to get another 10 or more years out of and yet to no fault of anything I have done but because of a documented design flaw on Toyota's part I have a worthless unsafe vehicle that I'm very concerned to drive.

  Business Response

  Date: 03/10/2023

  Hello,
  
  
  
  
  
  
  
  This complaint was filed This complaint was filed against Toyota Motor Credit Corporation in error. Please forward the referenced complaint 91720661 (Ref#66-15000521-91720661-4-300) to the appropriate business - Toyota North America for handling.
  
  
  
  
  
  
  
  
  
  
  
  Thank you,
  
  
  
  Toyota Financial Services

  Business Response

  Date: 03/18/2023

  We have reviewed the follow up comment by the guest and have noted their feedback within their Toyota Brand Engagement Case. At this time Toyota's position has been provided regarding their concern.

  Customer Answer

  Date: 03/24/2023

  
  
  Complaint: 19842891
  
  
  
  I am rejecting this response because:

  Toyota came back with nothing but again their rhetoric attorney drafted warranty **!!

  
  This is not a warranty issue it’s an issue with taking ownership of a poor well documented design and manufacturing issue!

  Again there has been numerous class action law suits against Toyota for this issue that have been won by the consumer with the resolution that frames being replaced by Toyota free of charge &n**p;I am only asking for the same resolution.

  Please see the attached picture of a truck frame, I’m sorry not certain if it’s a Tundra or Tacoma frame but irrelevant, that was taken about 4-6 weeks ago at the Toyota dealership in Litchfield Ct. &n**p;This shows that Toyota is still replacing frames because they are at fault!

  The other attachment is just one of many news letters that speak about the frame issue and the actions that Toyota has taken.

  My next move is to file a complaint with the NHTSA because my vehicle is unsafe to drive and yet it is a totally viable vehicle in every way but the frame that Toyota failed on!

  Please replace your bad frame on my vehicle because it is your sole responsibility to do so.

  again please do not insult my intelligence with your rhetoric just simple say rejected or approved and we’ll continue on. &n**p;The choice is yours and hopefully you’ll elect to do the morally correct thing of replacing a very unsatisfied customer whom at one time you we’re concerned for!

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

• Initial Complaint

  Date:03/07/2023

  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.

  Recently the transmission control sensor chip malfunctioned. I know this because two diagnostic tests revealed. After waiting three weeks for the new sensor chip, it would not communicate with the vehicle after install. The technicians at ********************************* tried a week to resolve. I was told that the chip is now communicating but due to the malfunction of the old sensor chip, it failed to alert other issues during diagnostic. This confused me because I thought the diagnostic, which I also trust, reveals all issues. It apparently did not alert to other transmission issues although one of those issues was not shifting, although not being able to shift was not an issue when left with the dealership. That was explained that the failure to shift was probably on the verge of going out when I had it and eventually did during repair. The other issues of burned clutch, etc. were said not to have registered during diagnostic because of the bad transmission control sensor chip. My vehicle loss function in ways it had when I left it. Toyota usually has great customer service but attempts to resolve have gone unanswered. I was offered a loaner, that I have had for almost 3 weeks, and the option to trade. My issue is the part failure and loss of additional function. Something happened. My husband and I got two different stories. I buy Toyota quality and trust that quality. I trusted that part to alert me to whatever should have been alerted during both diagnostics. Had it alerted me or the first mechanic or ***** perhaps the damage would have been minimized. I love my Highlander and I am not in a good place financially to trade. Please assist me in this matter. I am not looking for a hand out, only a fair solution. Toyota completing its Mission: "To attract and attain customers with high-valued products and services and the most satisfying ownership experience in America", is all that I am asking

  Business Response

  Date: 03/21/2023

  We have received the follow up complaint filed by the guest and regret to hear the concerns reported.
  
  Could you please provide us the *** for further review of your concern?

  Customer Answer

  Date: 03/23/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  It should not have taken this long to simply ask for the **** Every day without my vehicle is an inconvenience. VIN#*****************

  Customer Answer

  Date: 04/06/2023

  Please update. Local dealership has not heard from Toyota to resolve. 

   

  I need my vehicle for employment and I am in jeopardy of losing. 

   

  Thank you,
  ********

  ************ 

  Business Response

  Date: 04/13/2023

  Good Afternoon, 

   

  We would very much like the opportunity to look into this for our guest but are unable to find a VIN number for the vehicle in question. We respectfully ask that a VIN number be provided so we may look further into this.

  Customer Answer

  Date: 04/13/2023

  I am rejecting this response because:   The response is a request for VIN number the same as they requested on 3/21/23 and provided in response by me on 3/21/23. Screenshot attached 

  Business Response

  Date: 04/20/2023

  Good Morning, 

   

  We have been in contact with this guest via phone and are handing the situation directly with *********************

   

  Thank you.

• Initial Complaint

  Date:03/06/2023

  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.

  Hello,my name is *********************, I need help to get my car 2012 Toyota Camry fixed, I'm not looking for free repairs, only looking to make Toyota responsible for their defects, this car, this year and this model have an issue with the software and torque converter, which the company was aware and send on October 2014, they send a letter to owners , they called enhancement warranty ZE5, not recall, even when the issue is like a recall, they did not offer this to the owners when they take the car to service, only if the customer ask, based on previous 2012 Camry owners, then since issue did not stop, they did an extended warranty to the enhancement warranty to ******* miles or June 2021, now this was in the middle of the pandemic ( Covid) where their dealers were short personal and close during certain period of time, they did not want to hear this neither want to offer an extension to this, I been calling Toyota since last year about this issue and no luck, they are aware of the issue but they neglected because the amount of units that need this repair, the transmission that was used on this 2012 was a U760E, in a research they were ******* transmissions installed, I express my concern to Toyota several times on one of my calls on 09/20 Shakila, a Toyota representative or manager said there is nothing that they can do, I said " I need my car to take my kids to school and go to work, if my car fail this could be a lawsuit, I don't want to risk my family or myself, they keep saying they can not do nothing, this call ID was ************, I said look at ***** they neglected one of their vehicles, this car is in the same situation, I told them this could be a lawsuit, or a Class Action Settlement if many Toyota owners get together, they said they can't do nothing.again, I looking to get my car repair ( transmission and software) for the parts that were neglected by the Toyota company, spoke with several Toyota Dealers mechanics confirm parts and software was defective.

  Business Response

  Date: 03/11/2023

  We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer.
  
  ********************** issued the Warranty Enhancement Program - ZE5 - Certain 2012-2014 MY Camry - Enhancement of Warranty Coverage for U760E Torque Converter Shudder providing coverage for the identified concern. The Guest's vehicle is beyond the warranty parameters of the program. Once the vehicle is outside of the warranty parameters of the customer support program the cost of repairs becomes the owner's responsibility.
  
  The Primary Coverage offers warranty enhancement until April 30, 2016 with no mileage
  limitation.
  
  After the Primary Coverage period ends, the Secondary Coverage is applicable for 8 years
  from the date of first use or ******* miles, whichever occurs first.
  
  In reviewing the case, we find that Toyota has met its obligations in regard to all expressly written warranties, and this represents Toyota's final position.
  
  

  Customer Answer

  Date: 04/03/2023

  Good morning BBB,

  I have attached a couple originals bulletins from Toyota about this case, on their letters , Q3, A3 if Toyota sent a letter notifying customers about the *** for torque converter shudder, this letter was intend to notify customer about an *** to proactively update the ENGINE CONTROL SOFTWARE with improved torque converter control logic. The *** is intended to help prevent this condition from OCCURRIING(  dealer knew this was tend to happen to all cars) and will be performed WHITOUT THE PRESENCE OF THE TORQUE CONVERTER SHUDDER.

  this updated never happen to several cars including mine, due to the amount of dollars could cost them, cars were taking to the dealer for service, a bulletin stablish the update should be done even without the problem at the time of service,

  now they put a warranty expiration to their defective software and parts, since when you buy a defective part in America and expect to have an expiration date on them, if the defective part has been acknowledged by the manufacturer? isnt't this against America consumer rights? I'm I wrong? 

  Business Response

  Date: 04/05/2023

  We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer.
  
  Toyota issued the Warranty Enhancement Program - ZE5 - Certain 2012-2014 MY Camry - Enhancement of Warranty Coverage for U760E Torque Converter Shudder providing coverage for the identified concern. The Guest's vehicle is beyond the warranty parameters of the program. Once the vehicle is outside of the warranty parameters of the customer support program the cost of repairs becomes the owner's responsibility.
  
  The Primary Coverage offers warranty enhancement until April 30, 2016 with no mileage
  limitation.
  
  After the Primary Coverage period ends, the Secondary Coverage is applicable for 8 years
  from the date of first use or ******* miles, whichever occurs first.
  
  In reviewing the case, we find that Toyota has met its obligations in regard to all expressly written warranties, and this represents Toyota's final position.