Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/24/2025

  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 been a Driver of Toyota vehicles for over 30 years they have been reliable very reliable. around early 2010s Toyota recalled many vehicles due to frame rust I was not sent any notice. my vehicle was a affected model after it being in the shop one day they said it had 2 holes in the frame and said nothing bout the said recall that was in effect. I found out about the recall some time later. I took my vehicle 2008 Toyota Tacoma TRD Sport SR5 in to get it checked out. they said it wasn't affected/didn't need a replacement so they rust coated it for free. Around about 2022 I started hearing a loud thumping rattling popping noise on the front right area of the vehicle so i took it to a local shop to find out what was wrong. They said the frame was rotten very badly and to contact Toyota about it so I did. Toyota's response was you waited too long to get it replaced we are not replacing your frame on this old of a truck the recall has "expired". the corrosion and rust was so bad i had to have the 3rd party shop fabricate it. I am now out of luck as my perfectly good Tacoma that's been taken on countless road trips, that's been treated like a queen is slowly dying due to the frame Toyota refused to replace. I am one of many Tacoma owners who are experiencing this. was this planned obsolescence? Did Toyota say wow our vehicles can go *******+ miles and people aren't going to buy new ones so lets make the frames rot. as a Loyal Toyota customer of over 30 years I am requesting ********************** to replace my frame.

  Business Response

  Date: 02/24/2025

  This is a Toyota ************* complaint.  We are a dealership not Corporate Toyota.  

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car to Toyota of Plano on September 14, 2024 to have the oil changed. My front license plate was on my car when I got there, but was not on my car after I left there. I know for a fact that my tag was secure on the front of my car a few days prior to this visit. After I left the dealer, I went directly to Jersey ******, and parked directly in front of the glass door. I did not notice my front tag was missing until a week later. I played back the video of my dash cam. The ****** tampered with my dashcam because there is no video after they pulled it in to the bay; until I received my car back. and my dash cam was off. It always comes on when the car is started. The video shows my tag was not there in the ****** ****** glass door. I always look in my rear view mirror while driving, and I would have heard the tag and frame hit the street. I do not play any music while driving. I kept getting charged on my toll tag, and when I logged in to my account, it shows I went places that I know I did not go. $115.00 worth! I filed a police report. I had my tags, sticker, and toll tag sticker replaced on 9/27/204, The thief got a ticket the next day for $85.00. I provided the City of Dallas my police report, and told them it was not. me. TOP insisted they have irrefutable proof that my car had the front tag when I left there. The picture is blurry. Those Porters know where those cameras are. He drove by the camera, stopped and removed my tag. The Plano Police Detective stated that my front tag "was deliberately removed" The perp with my stolen tag was caught by DPD, he was on an Venezulan passport. There is a gang that loves the model of my car. I want the money back I paid, which was for the oil change and an extra oil change next time it is due. I had to change the locks in my house because I had my house key on my key ring. They have shady employees working there, and they know it. They completely ignore me, and refuse to correct this.

  Business Response

  Date: 12/04/2024

  We are sorry that Mr. ****** had his license plate stolen.  Unfortunately, this is a common occurrence everywhere in DFW.  I can however assure Mr. ****** that it did not happen while in our possession.  Furthermore, our employees all pass rigorous background and prescreening checks before they are offered a job at Toyota of Plano.  Included are photos, in a time progression showing the arrival of the vehicle, with the front plate on and then an hour or so later the car is pulled around for delivery clearly showing his car with his plates at his departure.  The progression of the last two pictures has a time lapse of 8 seconds and this is the time the ****** is pulling the car up for delivery. 
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 12/04/2024

  This TOTALLY happened on their property.  All of the evidence points to that. I have Dashcam video that shows it was on my car when I got there, and not on my car when I drove 5 minutes away.  I do NOT believe in coincidence! The Plano Police Detective stated it was obvious that the plate was deliberately removed from my car.Those Porters KNOW where all of the cameras are, so it is quite evident they did it. The fact they tampered with my Dashcam is also PROOF. I just want my money back. Since they do not want to do this, I will contact my bank and have the charges reversed. If that doesn't work, I will take the appropriate action, which will cost this dealership THOUSANDS of dollars. The person who was caught with my stolen plate (put it on the same color Corolla as my car), had a Venezuelan passport. I sure hope it is not discovered there are gang members working there. Immigration will have a FIELD DAY.  Just give me my money back, and settle this. They wont get away with falsifying anything if this goes to court. I had to fight to get the $115.00 toll fees back. I had to defend myself when the thief got an $85.00 parking ticket with my plate. I had to get a new license plate bracket, new tags and sticker, and my expense.. Not counting the few hours waiting in line at the tag office.

  Customer Answer

  Date: 12/06/2024

  I am rejecting this response because:   

  This TOTALLY happened on their property.  All of the evidence points to that. I have Dashcam video that shows it was on my car when I got there, and not on my car when I drove 5 minutes away.  I do NOT believe in coincidence! The Plano Police Detective stated it was obvious that the plate was deliberately removed from my car.Those Porters KNOW where all of the cameras are, so it is quite evident they did it. The fact they tampered with my Dashcam is also PROOF. I just want my money back. Since they do not want to do this, I will contact my bank and have the charges reversed. If that doesn't work, I will take the appropriate action, which will cost this dealership THOUSANDS of dollars. The person who was caught with my stolen plate (put it on the same color Corolla as my car), had a Venezuelan passport. I sure hope it is not discovered there are gang members working there. Immigration will have a FIELD DAY.  Just give me my money back, and settle this. They wont get away with falsifying anything if this goes to court. I had to fight to get the $115.00 toll fees back. I had to defend myself when the thief got an $85.00 parking ticket with my plate. I had to get a new license plate bracket, new tags and sticker, and my expense.. Not counting the few hours waiting in line at the tag office.

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a long time customer of ********************** going in frequently for oil changes and regular maintenance/upkeep. The back side of my left/driver's side rearview mirror doesn't connect properly and falls off in the car wash each time I do to their location. I try to remember to mention it to them, but I sometimes forget. This time after waiting more than 20 minutes to check out at the end of the day, I didn't notice it missing right away. When I read the report they gave me at home, I realized that it was gone, but too late to go back that day. I called and left a message around 9:13pm that evening. I sent a text message a few days later they had been communicating with me that way previously on 6/4 and 6/5 and got no response. I also called on 6/4 and the phone just rang and rang and never went to voicemail. The report says that the piece that is now missing would cost me $126.47 plus labor. It's called the drivers side skill cap.

  Business Response

  Date: 07/12/2024

  This is in the process of getting resolved.  We have ordered a mirror cover for the vehicle.

  Customer Answer

  Date: 07/15/2024

  Toyota of Plano did call me to inform me they have ordered the part.  It's on back order and should be in hopefully by the end of this week. I'm not yet satisfied with the business response so I don't want to select that everything is good.  Thank you for your understanding.  

  Customer Answer

  Date: 07/24/2024

  I am rejecting this response because:   

  Toyota of Plano did call me to inform me they have ordered the part.  It's on back order and should be in hopefully by the end of this week. I'm not yet satisfied with the business response so I don't want to select that everything is good.  Thank you for your understanding.  

  Customer Answer

  Date: 07/31/2024

  This is still in the process of being resolved.  Please do not close it at this time.  I need to speak with the business again.  They should have ordered the part.  I'm going to call to check-in tomorrow. 

  Thank you. 

   

  Dominique 

• Initial Complaint

  Date:06/30/2024

  Type:Order 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 insisted multiple times that I just wanted to pay off my lease and finance it. The **** 3 years ago when I lease was about 32k. When I was in the dealership in the finance office I went back and forth with the financial guy about how the numbers seemed off and that my monthly was too high even with the interest. Despite multiple times stating I wanted nothing else he made me sign a paper that somehow added almost 10k to my principal loan amount with **** of America. This is wrong, and deceitful. I need them to fix my loan without adding extras to my truck. I just want to finance my truck and nothing else and I cant believe it is so hard. This is with ***** down as well, my loan should be 22 not over 30k

  Customer Answer

  Date: 07/02/2024

  I am currently working with ***** who is head of finance. He said he has to wait until their systems come back online to remove the additional packages from my vehicle and to redo my loan

  Business Response

  Date: 07/12/2024

  This should be resolved.  Customer came in and it was taken care of.

• Initial Complaint

  Date:06/26/2024

  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.

  Toyota of Plano advertises on their website and throughout their stores with signage that they have a seven day return policy to swap a vehicle for another vehicle. I bought a Toyota tundra from them. The vehicle did not fit my physical needs. I went back to the dealership to exchange it for a different vehicle, which was a Corolla. They refused to exchange my vehicle for the Corolla saying that the policy is just a verbal policy and there are no definitions behind it. I asked for any documentation related to that, but they refuse to provide anything. They said that the only way I could swap the vehicle would be for the same vehicle. I spoke to the sales person the sales manager and the gentleman that said he is the general manager. They only offered to purchase the vehicle from me which cost me thousands of dollars to do so. I still bought the ******* from them, but they financial impact to me with substantial , I noted to them that they had it on their website and signs and their store but they said its just a verbal policy and thats it. I told them that that is not an official policy, but they were rude and then Sales Manager walked through the store, yelling and screaming.

  Business Response

  Date: 07/12/2024

  Mr. ********* is correct we do have a seven day exchange policy.  We would love to have a longer exchange policy but many things are set in motion at the completion of a deal.  First we are responsible to register and tag the car within 30 days.  This is also includes forwarding the taxes to the appropriate tax office.  Therefore we arrived at a seven day exchange policy.  Mr. ********* purchased his Tundra on May 27th and on June 4th he wanted to exhange it.  Unfortunately this was day eight.  The last thing we want is for a customer to be upset but we have strict 7 day return  policy.  We did the next best thing that we could do.  We traded Mr. ********* out of the vehicle that he didn't want and gave him the same amount that he had paid for it originally eight days prior.  This amount was $68,323.  This does come at some expense to us because we now have a used truck that we own for the same price as someone can buy a brand new one for.  I don't know what else we could have done.

  Sincerely,

  **** ******

  Customer Answer

  Date: 07/12/2024

  I am rejecting this response because: ******I talked to the sales manager and I notified in a text back and forth with the Sales *** and visited on June 1st regarding returning the truck. ******I have screenshots of the text (see one of them attached). ******The sales manager told me that it was a verbal policy that day and there was nothing in wriiting to support it. ******I showed him that iwas on the website and pointed to the signs in the dealership. ******He lost it and stormed off yelling in the dealership. ****** The delay in the return date which was on the 7th day (7 day return policy) was because they said I had to talk to the *** ******The dealership already filing the paperwork with the state is their problem, not mine. ******He was angry as well and raised the price of the Corolla GR I bought. ****** See attached screen shot from my text with the sales rep. ******

• Initial Complaint

  Date:06/25/2024

  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.

  On 8/16/23 I purchased a Sienna from Toyota of Plano. I paid (through an auto loan) $50,354.64 (Plus another $10,0000 over time to ***** Fargo)I paid this high amount because I was assured through an email and many verbal confirmations that this was a like-new vehicle. The term that they kept on using was a Corporate Demo, and certainly not a rental. Why does the car have 38k miles? ******* we are a headquarters and so many people come.Why does the paperwork say it's a rental? ******* so many people drive it.Why is there only one key? ******* it got lost because so many people drove it.Why is the car so dirty? So many people are messy.There were many flags that they all answered by telling me that this was a Corporate Demo.I found what confirmed the truth a few hours after I got home. There was insurance paperwork for the car from Hertz in the glove compartment.I confronted the manager and called Corporate and they put me back to the manager who said all they would do was give me a second key.I swallowed my frustration until now when, in the past 3 months, I've had to take it back to the dealer the fix the same engine issue. I was at a loss of how to proceed when a friend suggested that perhaps you could help me.

  Business Response

  Date: 07/12/2024

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

  Please call *************************, General Sales Manager at ************.  We would like to try and resolve this. 

   

  Sincerely,

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

  Customer Answer

  Date: 07/12/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently had a terrible experience with Toyota of Plano. I had a preapproval from the dealership and, despite living in *******, drove five hours to see the car in person, expecting it to be worth the trip. I arrived around 7 PM, only to find the car, a 2019 Lexus RX 450 hybrid, in awful condition.The car's engine was making a strange noise, it had been repainted poorly, and the dashboard was damaged. None of these problems were mentioned before. When I asked the salesman, ****, about these issues, he just shrugged and said, "No, its an old car. It is what it is." He didnt care at all. When I asked if they would fix the issues before selling it to me, they flatly said no.This dealership didn't report these problems on the Carfax, which means they were hiding major issues from buyers. I was about to pay $28,000 for a car with serious problems, and they had no intention of fixing it. This is misleading and unfair.The worst part was ****'s attitude. He didnt seem to care that I had driven ten hours round trip for this car. His lack of concern and professionalism was really upsetting.Toyota of Plano doesn't seem to care about their customers' time or satisfaction. They mislead buyers and provide terrible customer service. I expect to be contacted by the dealership's management to address this situation. I strongly recommend avoiding Toyota of Plano. They are not trustworthy.

  Business Response

  Date: 06/26/2024

  Most of Mr. ******* statements are true.  He was interested in this vehicle.  He did fill out an online application before driving up from ********  Unfortunately Mr. ******* expectation was more in line with expecting this vehicle to be nearly new.  This vehicle had over ******* miles.  Although this vehicle was nice for a high mileage car it did not meet his extremely high expectations.  There is really nothing we could have done differently.

  Sincerely,

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

  Customer Answer

  Date: 06/26/2024

  I am rejecting this response because:  you are not able to remove hard inquiry from my credit check report which has affected me in other purchase. 

• Initial Complaint

  Date:05/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car in for maintenance, but they ended up breaking my windshield. It's been three months, and they still cannot replace it.

  Business Response

  Date: 06/14/2024

  This matter has been resolved.  Customer is bringing back the car to have the windshield replaced.

• Initial Complaint

  Date:02/19/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 8,2023 I took my 2019 Toyota highlander to Auto Nation Toyota in *******,Ga to have a diagnostic test done due to hearing a whistling noise when driving. We were told we were in need of a new transmission but it was covered under the extended warranty. The part ETA continues to change and we are without our vehicle while making our monthly payments. Toyota will only cover 5 days of rental fees and will not allow us to pick up our vehicle. The dealership says its Toyota corporation who at fault. As a working family and this being our only means of transportation and required to continue payments on our vehicle we dont have in our possession Im seeking assistance to how to handle the matter at hand. It seem unfair and unjust to the customer who is doing everything on their part while the corporation takes advantage and continues to take their time while not offering any accommodations to the customer.

  Business Response

  Date: 02/22/2024

  We are a Toyota Dealership.  It appears that this complaint is intended for Toyota Corporate which is here in Plano as well.  This happens quite often but they are not our customer.

• Initial Complaint

  Date:01/04/2024

  Type:Order 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 shopped for vehicle at Toyota in Plano. At the closing table, the salesman and the finance staff did not go over the contract, specially the financial terms (eg: interest rates) with us before requiring us to sign the documents. No contract presented to us until we asked for. The finance staff rushed us to do the signing on a notepad without letting us to read the documents. When we signed the notepad halfway through, we saw the interest rate was ****% which we were unware of but it was too late because we already signed our names on the notepad. When we came home we did not feel good about the interest rate Toyota Plano charged us and we were unhappy that we did not receive any disclosure on the interest rate before they had us signed documents. Next day we called Toyota Plano back and told them that we would like to pay the total purchase price in cash instead of financing with over-the-market higher interest rate. But the manager in Toyota Plano informed us if we pay off the total purchase price today we will have to pay addition $1,000 fees. We felt we have been trapped. It is really dishonest business practice, not to mention any customer care, greed is.

  Business Response

  Date: 01/23/2024

  This issue has been resolved.  Customer paid cash as requested on 1/23/2024