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Business Profile

New Car Dealers

Toyota of Pullman

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 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:03/28/2025

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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.
    -Put a $500 REFUNDABLE deposit to hold vehicle. -didnt purchase vehicle. -asked for a refund many times -contacted ***** ****** (sales manager who took deposit), contacted 3 other men there, and ***** *****. All avoiding me.

    Business Response

    Date: 04/07/2025

    PLEASE SEE ATTACHED

    Customer Answer

    Date: 04/08/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

    Sincerely,

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

  • Initial Complaint

    Date:12/05/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 paid for a rebuilt top engine and new timing chain on our 2008 Sienna April 15, 2024 at Pullman, WA Toyota. It was under warrenty for 12 months/12,000 miles. The timing chain failed on Oct 28, 2024 in ******** MT at ***** miles, ruining the engine. The unrepaired vehicle is still in ******** at ****** Toyota. Pullman Toyota refuses to accept Lithia Toyota's diagnosis, and offer only $2,500 cash and junk our van. We want them to honor their parts and workmanshhip warrenty and install a remanufactured engine plus compensation for rental vehicle and initial diagnostics.

    Business Response

    Date: 12/10/2024

    12/10/2024

    BBB #********

    Consumer:                   *******,****** and Rey

    Company:                    Toyota of Pullman

    Vehicle:
    2008 Toyota Sienna Van (16 years old).

    1st Visit to our Dealership ***** Repairs:
    Open Date                   3/19/2024
    Date Ready                  4/15/2024
    Mileage                       200,811

    2nd Visit to our *************** Change / Tire Rotation:
    Open Date                   10/1/2024
    Date Ready                  10/1/2024
    Mileage                       203,511

    We received a phone call from the customer on November 4th that the vehicle was in ******** and had mechanical issues.  We have not been able to ascertain the mileage from the repair facility. 
    The distance between Pullman and ******** is 596 miles.

    Summary:
    The vehicle in question is 16 years old and has over ******* miles on it.  Over 7 months and well over ***** miles have been driven since repairs were made at our dealership in Pullman. 
    We do not agree with the consumers assessment.  The vehicle was working just fine when we provided maintenance service on it in October of this year, 6 months and nearly ***** miles since the initial repairs were made.  We are confident that our work was properly performed.
    Additionally, we never have had the opportunity to inspect the vehicle in its current condition. 

    As a Gesture of Goodwill we offered to provide the customer with $2,500 in cash and issue them a credit of $1,000 for use in our service department.  The consumer declined our offer. 

    Customer Answer

    Date: 12/10/2024

     
    Complaint: 22646090

    I am rejecting this response because: We called about the broken down vehicle two times on Oct 29, 2024, not Nov 4. The heads of the vehicle were rebuilt and timing chain replaced on April 15, 2014. The repair had a ****** mile 12 month warrantee on parts and workmanship. It was under warranty when the timing belt tensioner came loose due to failue of Pullman Toyota to properly tighten the bolts holding it to the block. The tensioner came loose and this caused the timing belt to break and the engine to seize. We have both photo and written confirmation of this from 2 Toyota certified master mechanics at Lithia Toyotoa in Billings MT.  Pullman Toyota instructed us to have the vehicle towed to Lithia for assessment, which we did. Pullman Toyota is now disputing that assessment. We have submitted photos and can submit an email from ******'s Service Manager. The age or miles on the vehicle are irrelevant. Relevant points are: We paid $7,999.94 for rebuilt heads and timing chain. These are well within the warranty period and mileage. The repair failed due to a problem with workmanship, causing catastrophic damage to our vehicle. Pullman Toyota is now denying responisbility on the flimsiest of excuses, which is that the Toyta certified master mechanics that Pullmen Toyota themself requested we have examine and assess the damage, are wrong. This despite photographic evidence. 

    Sincerely, Rey and ****** *******

    ****** And *** *******

  • Initial Complaint

    Date:03/29/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 purchased a BRAND New car the end of November. The side wall of the tire, steel belts, have seperated in the tire. The tires have less that ****** miles and they refuse to that ****** miles and they refuse to cover them under warranty. The manufacturer of the tire said this tire has a ****** mile warranty. They have refused to do ANYTHING. We even bought the extended warranty. They said we would need to replace two tires so the alignment isnt off.

    Business Response

    Date: 04/03/2024

    The tire was replaced on Wednesday, April 3 at no charge to the customer

Toyota of Pullman is NOT a BBB Accredited Business.

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