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:07/11/2025

  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.

  In short after my car having a fatal transmission error, two different times and then being unable or unwilling to fix the problem. They claim they can’t see an error code they can’t fix it. So after some research on this particular problem on this particular car, I requested that the board be pulled and checked for cracks. I was initially lied to and told they had done that then I found out that they had not. I was then banned from serviceat this dealership due to lies from the service department employees. Stating I threatened physical violence, which I did not. It was also told to the that I refused to pay out-of-pocket to have the circuit board pulled. This is a lie. I was not given that option. I was simplytold since it wasn’t covered under warranty, they would not do it. There is a recall on my make and model and year for this very issue. However, my VIN number is not listed among the 69,000cars that it involves. But what my car is doing is exactly what the recall says it would do. However, rather than pulling the circuit letting me know how much it would be to pay for the labor and correcting the problem they chose to lie on the customer and notrepair the car. So now I have a car that I’ve only named a few months, but I can’t drive because it throws a transmission error code and shuts in the middle of the road. I have only owned this car for four months. They did not pick the car up and tow it in when they were supposed to. They have lied on the customer and they have refused to check what could potentially be wrong with this car. I was never given the option to pay out-of-pocket. These employees have been dishonest and all I want is my car fixed. I want somebodyto pull the circuit board and let me know that it’s not cracked or that it is. So I can figure out what I have to doto be comfortable driving a car that I just bought.

  

  Business Response

  Date: 07/11/2025

  This individual has in their summary about being banned and no longer welcomed to do business with Steven Toyota and this is the most accurate portion of the story. The End, zero reason to elaborate.

• Initial Complaint

  Date:04/18/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car from Steven Toyota and the vehicle was not ready to be sold till a day later. It took them two days to get me the car I signed on, and now refusing to call me back about the issues and doesn’t want to call me by phone but to message me by social media. The sunroof assembly needs to be replaced and I have a warranty on the vehicle and they are refusing to relay any information on to me about the vehicle I bought

  

  Business Response

  Date: 04/18/2025

  We are sorry to hear of this concern. Please email more details to **** ******** our General Manager and we will find a solution together. Thank You! **** can be emailed at **************************. 

• Initial Complaint

  Date:02/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  7/20/2022, I purchased a vehicle off of the lot and I was told it was a very good car and it had no issues with it and it has had alot of issues, I feel I got misleading information from the sales rep that sold me the car and they would only allow me to drive it on the lot and nowhere else. They won't work with me on lowering the amount of the payoff or nothing.

  

  Business Response

  Date: 02/20/2025

  The 2015 Ford Fusion was purchased used and sold AS-IS from Steven Toyota on 7.20.22 (2 years & 7 Months ago). This makes the vehicle about 10 years old now and we are not even aware of the current mileage. When the vehicle was purchased a Vehicle Service Agreement was also purchased and we welcome you to explore this as part of the solution. We are sorry to hear that you are currently having vehicle issues yet our award winning service department is prepared to set an appointment for you at any convenience and address nearly any concern. Feel Free to reach out to me ***** ********* *************************** directly or simply dial ************ for the service department. Safe Travels.

  Customer Answer

  Date: 02/25/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I've already tried this previously , and ran into the issue that I'd be upside down on equity , I feel I should be put in a vehicle that I am able to test drive off of the lot , my next step after this is to sue Steven Toyota for mislead information on the vehicle.Regards,******* ******

• Initial Complaint

  Date:08/30/2024

  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.

  On August 27, 2024, I visited Steven Toyota in Harrisonburg, Virginia, to purchase a 2020 Mazda CX-5. Prior to this visit, I had inquired about a 2019 Mazda CX-5, which I had test-driven previously, but I expressed to ***** ********, the Sales & Leasing Consultant, that I strongly disliked the red color of that vehicle. After some back and forth, ***** assured me that the dealership was willing to "take a hit" to earn my business, and he provided me with a buyer’s order reflecting a 2020 Mazda CX-5 at an agreed price of $18,450. I even confirmed with ***** twice that this buyer’s order was correct, and he reassured me it was. I proceeded with the necessary arrangements. I forwarded the signed buyer’s order to my loan advisor, **** *****, at **** **** ******* ****** *****, where my loan was subsequently approved based on this document. I also arranged insurance coverage for the 2020 Mazda.
  However, when I arrived at Steven Toyota to finalize the purchase, Finance Director ****** ******** informed me that the buyer’s order was not a valid document because it did not have all my information, which is false since my name was clearly listed. He further stated that the check from my lender was not "real" and that it would not start accruing interest until it was cashed.Which is false as its roughly $8 a day.
  On August 30, 2024, I received a call from Sales manager ***** ** ***** after I had already sent two emails requesting the dealership to rectify this situation. During the call, I reiterated my desire for the dealership to honor the signed buyer’s order for the 2020 Mazda CX-5. Mr. ** *****, however, claimed that the buyer’s order was incorrect and reflected the wrong car
  This situation has caused me significant financial and emotional distress. I have incurred additional costs, including $142 for insurance on a vehicle I do not possess and around $500 out of pocket for a rental car, including a $300 deposit and $170 for an extension due to this unresolved issue.

  

  Business Response

  Date: 08/31/2024

  My name is **** ******** and I am the General Manager of Steven Toyota. As much as I hate to admit, We are confused. The first attachment is of a contract of a vehicle from a dealership other than Steven Toyota so it appears this person is confused as well. We do notice where *******  "shopped" with us and had intent on buying the Mazda noted above. Oddly we do not have a signed buyers order by the customer which does serve as a bill of sale. Steven Toyota also does not have any payment from this individual. This is the first time that upper management has heard of a concern from this individual. As a management staff that takes car buying very serious we always prefer to address any concern head on. If someone wants to skip our resolution process and head right for the Better Business Bureau, we as a business prefer to part ways as friends before we do any real business together. Being that *******  is not even our customer we wish this individual the best of luck in their shopping process. Ultimately we have every solution in house available that was mentioned in the complaint, for example we have a fleet of 40 vehicles for being rented or sometime loaned out as well of a plethora of lending institutions available at our will to create an auto loan. The point of making these facts known are to defend ourselves that we will not be reimbursing any money for any of the choices that this person made. Safe Travels!

• Initial Complaint

  Date:06/29/2024

  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.

  Bought a vehicle in 2019 from Steven Toyota and was told it was certified used and found out today it was wrecked with a lot of front end damage. Was never told it was wrecked nothing.

  

  Business Response

  Date: 07/02/2024

  Please respond directly to our General Manager Ryan Sodikoff at either ************************** ** ************ or come in person to Steven Toyota to explore this situation further. Unfortunately discussing this matter on the Better Business Bureau platform is not our best solution!

• Initial Complaint

  Date:09/18/2023

  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.

  The incident with Toyota began Thursday, 14 July 2023. The total charge was $3180.21, but I am concerned about the charges associated only with a brake booster assembly, $2730.21.
  
  I am frustrated at not being aware of the opportunity to have my brake booster replaced at Toyota’s expense instead of mine. I received recall notices after purchasing my 2010 Toyota Prius (VIN *****************). I do not recall any notification about replacing this part that should last the lifetime of a vehicle. If Toyota did send notification, I would appreciate learning where and when it was sent.
  
  The other issue concerns potentially unethical practices at a Toyota dealership. When **** Toyota was not be able to get brake booster for at least a week, I was able to get in next day at Steven Toyota in ************, ********, and they could get the part next day. When I called, I believed I was connected to Service Dept. They told me the master cylinder came with the brake booster (which cost $748), while **** said I needed to buy a master cylinder separately, so I believed I would save quite a bit of money and time. However, I was required to pay in advance with on refund option if part wasn’t needed. When I arrived, I learned it was the Parts Dept I’d spoken with and paid. Once Service began, they said I would need to pay separately for the master cylinder, despite Parts Dept info.
  
  When given my receipt, it didn’t include receipt from the Parts Department until requested. I was charged for the following two parts that online are both listed as Cylinder Assembly, Brake:
  *********** *********** 
  I worry advance charge is a scheme to charge twice for the same part. Let me know if mistaken. Also, why would one dealership be able to get part within a day, while another, an hour away, required at least a week. If Toyota is able to honor the replacement of this part, I would of course be delighted to be reimbursed for that portion of my bill.
  
  Thank you BBB staff for all that you do!

  

  Business Response

  Date: 09/18/2023

  We are very sorry that you are dealing with this situation. We are also grateful that you chose Steven Toyota for the solution to your concerns. Unfortunately the end result will not be the way you had envisioned. The following information will be the formal perspective of the manufacture Toyota.Customer Support Program ZJB Certain 2010 Model Year Prius and Prius PHV Certain 2011-2015 Model Year Prius Certain 2012-2015 Model Year Prius PHV Coverage for Brake Booster and Brake Booster Pump AssembliesPrimary Expiration Date: 11/30/19Secondary Expiration Date: 03/24/20 or 150,000 milesStatus: EXPIREDMemo: This Customer Support Program provides coverage as it applies to the brake booster and brake booster pump assemblies. The specific condition covered by this program refers to certain internal malfunctions of the brake booster and brake booster pump assemblies. In addition to certain internal malfunctions, specific Diagnostic Trouble Codes (DTCs) C1391, C1252, C1256 or C1253 may be stored in the vehicles memory to be used as verification. 

  Customer Answer

  Date: 09/18/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. While Stevens Toyota addressed the warranty question, they did not respond to my questions about potential fraud regarding parts required for the service.
  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 09/22/2023

  We are very sorry that you feel this way. Fortunately zero fraud has taken place in this situation. This situation is simply a customer with a concern about their vehicle brought this vehicle to our service department for a solution. Steven Toyota solved the issue years after an existing manufacture campaign had expired at the customers request and expense. We are grateful that you selected us to be a part of the remedy. Steven Toyota hopes that you have peace of mind and safe travels!

• Initial Complaint

  Date:08/19/2022

  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 recently went to Steven Toyota to get a truck , I applied for financing and put 2000 dollars down , when I applied I had recently switched jobs , I put down on my credit application my old job because I could only provide check stubs , for that job , I had started new job but didn’t have check stub from them yet , hence the reason . We got approved and got all that squared away , the following Thursday the bank that was doing the financing called to verify employment and of course I didn’t work there , they negated the lending for truck so I had to bring it back , I asked ** and ***** both from Steven about the 2000 dollars and they told me it went to sales tax , and clearly it was no sale , the truck was never registered to me or anything , clearly the bank that was going to finance it , backed out because of employment discrepancy , so I brought it back and then called and asked about the money , I returned the truck just like it was when I drove off with it , still all my money went to sales tax is what I am being told , I checked dmv and nothing had been registered to me , ***** one of the managers told me that it was filed with the dmv , the night I drove off with it , which it was 7pm at night , clearly dmv want open then and that was the first lie from them , and then 2nd was it all had went to sales tax , clearly no sale . I reached back out to them on Saturday of last week , and told them I wanted something in concrete from them on a breakdown of where my 2000 went since it was not a sale , and had to call sales man , to get that message , to give to managers , they dodged my calls and never responded back so I kept calling , then I had to text salesman and tell him that if I didn’t get a call that I would just drive there to their lot and tell everyone on lot and showroom how they were doing me , if I didn’t get a call back from manager , about 10 mins later he calls and I tell him what I am calling about again like he doesn’t already know

  

  Business Response

  Date: 08/27/2022

  As far as we are aware the customer is now completely satisfied. This case has been closed.