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:07/14/2025

  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.

  On October 20, 2024, I met with cache to see a car that I was looking for. After discussing the pricing we discussed adding leather seats to the vehicle which would cost an additional approximately $1,800. At no point did cache mention that the leather seats would be made by a third party company by the name katzskin. I was under the impression that the leather seats would be OEM Toyota and installed by Toyota. I never would have agreed if I was correctly informed. Then I was escorted over to the finance lady by the name Sera. I remember he called her Sera and based on their online profile her name is Sera *******. She was very aggressive in trying to sell me additional packages and would appear upset every time I said no. She would ask why I didnt want the package and I would say I just didnt want it. I dont understand why she expected an explanation. She was very pushy and insisted on the packages. I finally accepted one of the packages only because she led me to believe that it covered services that are not actually covered. I was skeptical and I did tell her I would do my own research and she proceeded to ask if she did something wrong. Now I see why she asked that question as she knew she did do something wrong. She lied about a service I would be receiving. She pressured me into getting the package on that day and said it was my only chance. It was the most horrendous experience Ive ever dealt with. I cant imagine how many others she is doing this to. I have requested an immediate refund for this package and expect to hear a response soon. Now for the issue with the leather seats. On October 30, 2024, I dropped off my car at the Puyallup service department. On November 4, 2024, I picked up my car at the Puyallup service department to find my vehicle completely destroyed. The leather seats were not as expected. I was given cheap leather seats that were not discussed and no where reflected in the contract. This is misrepresentation and deception.

  

  Business Response

  Date: 07/14/2025

  To Whom it May Concern:

  This response is intended to cover this complaint, as well as the 3 voicemails that were left for me over the weekend by *** ********.  

  Regarding the leather installed in *** ********** vehicle - the only leather option we offer is provided by an after-market company who we've worked with for 25+ years, without incident and with very good results. Toyota has never offered after-market leather so I'm certain this wasn't represented to her as being a Toyota product.  The katzskin material that she was shown (and approved) is exactly what was installed on her vehicle.

  Regarding the complaint about her finance experience.  I'm questioning the validity of this because the person she is certain that helped her just began working in finance in May of 2025 (she purchased the vehicle in October of 2024).  We have a very transparent process for presenting protection products.  I can see from her transaction that she selected to purchase ********* Maintenance and declined all other coverages.  If *** ******** would like to cancel the ********* Maintenance, she will need to fill out cancellation paperwork.  An email requesting her desire to cancel ********* Maintenance can be sent to ************************************************************.  I will alert our finance director, ****** ******, to expect this request.

  Thank you for the opportunity to assist in resolving this matter.

  Sincerely,

  ***** S. ******

  President

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23595076
  
  I am rejecting this response because:

  
  Complaint: 23595076
  
  I am rejecting this response because:
  
  The information provided in the response  is incorrect  I was never shown nor did I approve leather seats from katzskin. If this is the direction the dealership is taking I would like proof of this. I actually asked the salesman to send me a picture of what the leather seats would look like. I have attached that message which shows that I never actually physically saw what they would look like. I wasnt expecting leather seats with a cheap tag on them that look like seat covers. That is not what I agreed to at all. When I brought that up to the service department even he appeared confused by the appearance and took several photos to show his supervisor. The information in the response is false. Now as far as the finance lady that may be incorrect on my part. I mentioned I recall the salesman calling her by name **** but I did not recognize her in the photo in the dealerships website, which lists her as an active team member since 2024 not 2025. I thought maybe I just wasnt recognizing her. She had red hair, and was wearing glasses. I could not find her name in any paperwork. If it is not the same **** or that is not the name then she does not work at that dealership anymore. However, disputing the validity of my claim is ridiculous considering the dealership has records of exactly who I spoke to. The manager can speak to the salesman and ask him directly on my demeanor after my interaction with that finance lady. I was anxious and no longer excited about the purchase. He directly asked whats wrong I feel like Im more excited than you are. At the time, I didnt bring up what had happened and I should have. This dealership has put me through tremendous emotional distress since the day I set foot in that place and I have ample proof.I would appreciate some professionalism and not discredit everything I am stating and take my complaints serious as this should not have happened and instead you should make an effort to improve for it to never happen again. If the finance lady is no longer employed, then that is a huge win for the company because she was a liability.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:12/18/2024

  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.

  On 01/20/24, I purchased a Used 2001 VW Beetle 2/DR Hatchback with ****** miles. The car was inspected & taken for a test drive, after purchasing the car it remained at the dealership for additional **************** change the car was later picked on 01/27/24, during the time of pick up after being given the keys the windows were no longer operational, the check engine light was on, and the trunk/hatchback latch was no longer locking these issues were brought to the attention of the salesmen, and manager(s) that stated their was nothing that can be done after signing the "AS IS" form. Later I had contacted the dealership informing them the car had several recalls that under Washington State Law Requires "Recall Repairs" to be completed before selling a vehicle. my concerns were ignored. It's illegal for a dealership to sell a used vehicle with an un-repaired recall in ****************, under RCW 46.96.095(2) This section applies only to used vehicles subject to safety or emissions recalls pursuant to and recalled in accordance with federal law and regulations adopted thereunder and where a stop-sale, do-not drive order has been issued, or the manufacturer has not certified that the issue identified in the notice of recall does not affect the safe operation of the vehicle. Toyota of Puyallup is downplaying the dangers of the recall on my car after managers were informed regarding the recalls they should have taken the issue seriously. There are only two reasons why a vehicle is recalled: A safety defect, or its violating a safety standard, A letter dated 11/12/24, was sent certified mail via **** addressed to the General Manager ***** *******, in addition to leaving (3) messages with CSR, for the ** who has FAILED to RESPOND. The car is emitting exhaust odors into the cabin excess emissions of harmful pollutants including nitrogen oxide, carbon monoxide, carbon monoxide and hydrocarbons this is a safety hazard that may cause health issues due to exposure.

  

  Business Response

  Date: 12/18/2024

  This is a 24-year old vehicle that was sold in January of 2024 as one of our Value Cars, completely AS-IS, with no warranties. At the time we acquired the vehicle from another party, we checked the CarFax for any open recalls and there weren't any showing.  Any open recalls that may have come up since the time we ran the report can be done free of charge at any ** dealer.  We would not be able to perform a ** recall since we are a Toyota dealer.  The customer can easily contact a local ** dealership and have them run the *** to see if there is anything that may be open for that make/model.  The customer sent us a letter in November (30 days ago) saying there are no open recalls, but there is an open service campaign.  This, too, can be remedied by contacting a ** dealer to see if their vehicle qualifies for that campaign (which is NOT the same as a recall).  The ** dealership in Puyallup could take care of this for them, but it needs to come from the customer that owns that ***# and not from us.  Feel free to contact me if you need any additional information.

  Best Regards, 

  ***** S. ****** - President

  Toyota of Puyallup

• Initial Complaint

  Date:06/11/2024

  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.

  Toyota of Puyallup offered a used vehicle for sale that i was interested in purchasing. i went to their location, test drove the vehicle, and a purchase price was agreed upon. A deposit was given for the vehicle, as the vehicle could not be sold due to detailing not having been completed. The following day, i was notified by Toyota that the vehicle has been sold to someone else due to an error on their part.

  

  Business Response

  Date: 06/12/2024

  I'm very sorry that the vehicle you put a deposit on was inadvertently sold to someone else.  After researching what happened, it looks like the car went to get detailed but when it came back to us, the lot attendant put the keys in the 'return to lot' bin and the vehicle was parked on the line for sale. That next morning, another salesperson had someone looking at the car and they decided to purchase it. There was no 'sold tag' in the car for anyone to note that it had a deposit on it.  This was an isolated, human-error, and not one that happens often. The salesperson that you worked with wasn't on until 2pm that day.  He found out as soon as he went to look for the keys that they were missing, and the car had been sold to someone else.  He was obviously quite upset about this and called you right away to notify you. He made our General Sales Manager, ***********************, aware of what happened and **** called you personally to apologize and refund your deposit.  This all happened within minutes of us realizing what had transpired.  We have since counseled with our management staff to prevent something like this from happening in the future.  I'm very sorry you missed out on this used **** truck.  I'd be happy to put you in touch with some of my dealer friends who specialize in that make and model with the hopes of you finding something similar.  At the very least, we've been trying to reach you to refund your deposit but we have yet to hear from you. Please feel free to contact me directly at ************ or via email at ********************************* if you'd like me to assist with the refund.  Again, I'm VERY sorry that this occurred.  Trust that we are taking measures to ensure it doesn't happen in the future.  Sincerely, ************************** - President

  Customer Answer

  Date: 06/13/2024

   
  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:09/20/2023

  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.

  This is the most unprofessional and discriminating dealer I have come across in the state of WA. I was trying to buy a new Toyota car for a significant amount. I found this dealer had a vehicle coming in which I preferred and first I tried to buy it through Toyota SmartPath, which is an online service where most of the process can be completed online. The dealer deleted my order request without advising or telling me. Then the dealer called and said that they had other vehicles on the lot. I was interested in that specific build coming in. He said he could take a deposit on the vehicle and block it under my name. I agreed. But his manager spoke to me on the phone and told he can only take the deposit if I came to the dealership in person and handed it to him. I told him, the reason I am calling ahead and blocking is that I am currently away from the state and hence paying a deposit electronically. He said he cannot accept it. When asked what the reason is or the difference between me as a customer and other customer, he said he primarily serves the 'local community'. I am a resident of the same state. I even offered to pay double the deposit. This was discriminatory behavior and should not be encouraged as I am paying the same US Dollars as any other customer. I cannot believe it is so antagonizing when I am the one paying the money.

  

  Business Response

  Date: 09/21/2023

  Our policy for taking orders on incoming vehicles is to collect a deposit IN PERSON to ensure that everything is valid.  With the amount of identity theft and fraud, we found this to be a 'best practice' to protect us AND our customers.  I'm sorry that this gentleman was upset with our policy.  When he asked our Internet associate, he told them our rules and then he asked to speak with a manager and was told the same thing.  We are not discriminating at all - it's just our policy.  The customer did mention that he hasn't been able to do business with other Toyota dealers in the area and I'm assuming it's because we all have similar policies.  We have a wonderful reputation for customer service and an A+ rating with the BBB and other agencies.  We value our customers and do everything possible to take good care of them and treat them with fairness and respect.  Please feel free to contact me if you have any further questions or need additional information.

  Sincerely,

  ************************** - President

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

• Initial Complaint

  Date:03/18/2023

  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.

  My husband went to go see his options for a truck at the Toyota of Puyallup in ********** on March 18, 2023. I was on the phone with him due to us being in different areas and wanted to hear what the associate helping him had to say about our options. While on the phone, she seemed very unprofessional, playing her own music while test driving, and just overall very pushy. My husband had told her MULTIPLE times he wanted to go home and think about his finances. She kept pushing and he ended up staying there for over three hours. She seemed to pressure him to get a vehicle that was well over his price range. She did not listen. It felt like she never cared about our financial status and over all cared about just selling a vehicle that day. While on the phone, my husband had told her I was not happy with the options she gave and I heard her refer to me as a b**** loud and clear. I assumed she did not know I was on the phone and I heard her. She tried to cover it up saying it was a joke but why would you call a customer a b**** as a joke when it was the first time meeting her? It surprised me because I have never heard a salesperson talk like that about their customers. I have never met someone who seemed to care about the money and overall just did not care about what we had to say. I did not catch her name but from what I know she is new to that job, and has black glasses. Overall we wont be coming back to this Toyota, saddens me because we had purchased a car here before.

  

  Business Response

  Date: 03/28/2023

  We were able to determine who the sales associate was and she has been made aware of the complaint.  She had a different perspective of the customer and what he was looking for.  She did not force him to stay here for three hours - he was asking lots of questions and she helped him with the purchase.  We appreciate the feedback and are always looking to improve our services.  Thank you.  ************************** - President

• Initial Complaint

  Date:09/28/2022

  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.

  There are extremely shady tactics this dealer uses. Bait and switch practices and dishonesty.1) They advertise to have in stock a variety of cars that are 2023. They do not give you any information online but confirm they do have the cars. When you get there, you learn that they have been sold long time ago and that they "forgot" to remove the listing. That was the case for 12 cars I inquire and then at the end, the seller mentioned that otherwise people won't come to the dealer.2) Deceptive practices. On multiple email communications, they say they would offer to buy the car above KBB price. I explained them I live several hours away and they said to no worry. Once I got there, they actually offered several thousand dollars bellow the lowest condition on KBB.As a result of their practices, I lost half a day that could have been prevented if they were honest

  

  Business Response

  Date: 10/02/2022

  I'm sorry for any confusion regarding the vehicles we are selling.  All of our ads say you can "preorder a 2023" or that we are taking deposits for most all vehicles.  We do have a small selection of new Toyota's that aren't spoken for and dozens or used and certiified vehicles.  We. like most all other dealers, are offering complimentary appraisals on trade ins so we might have an opportunity to build up our used car options.  I'm very sorry we couldn't come to terms that you agreed with, on yours.  We pride ourselves on offering honest and transparent pricing along with the highest levels of customer service.  I apologize that you feel you wasted your time.  We hope to be able to assist you in the future.

  Please feel free to contact me directly if you'd like to talk about this further.  I can be reached at ************ or *********************************

  Sincerely,

  ************************** - President

  Customer Answer

  Date: 10/02/2022

   
  Complaint: 18144377
  
  I am rejecting this response because: This the most absurd excuse and not what their website advertises. Someone really needs to stop these deceptive practices. I will complain in every possible way and bring as much visibility until there is a resolution that makes sense or the business stops deceptive practices.

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