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:05/23/2025

  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 purchased a new 2025 Tacoma Truck in April 2025, I started having issues with seat almost immediately after purchase. I scheduled service at Vancouver Toyota for 5/9/2025. They were unable to verify my concern that the seat was "broken" in the backrest/connection to base area of seat. My seat was moving due to something being broken. They told me that the slide adjustment from back to front was not locked into place and therefore that was problem, I got charged under warranty due to fact they could not figure out issue. I took truck back service on 5/21/2025 and sat with technician, showed him the problem and he saw it and said thats messed up. They took truck overnight and said they fixed it. I picked it up on 5/22/2025 in evening. I drove it 3 miles to my house and had same issue as before. The service stated that they removed the lumbar support frame and the screws/bolts holding it were not tightened correctly or over tightened. They said they put noise dampening foam on connections and put seat back together. Well now i cant hear the broken seat as much, but i can still feel it.... less than it was but its still there. I showed my wife and she drove truck to grocery store, she came home and she refuses to drive truck anymore due to fact she does not feel safe with seat loose. I reached out to dealer who sold me truck (Beaverton Toyota) with no response (email and voicemails).I want this truck either fixed completely in a timely manner or they can buy this truck back plus my time wasted. I have now wasted 3 days trying to get this resolved, I have a brand new truck that possibly is illegal on road due to seat not being secured correctly ( **** of Transportation will verify this for me later once i get this part of complaint.)

  

  Business Response

  Date: 05/28/2025

  Customer came back in on 5/27/25 and we contacted Toyota's Field Technical Specialist and Toyota's Technical Assistance for guidance regarding this issue. We have ordered parts and are waiting for parts to come in so that we can perform the repair.

• Initial Complaint

  Date:05/10/2025

  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 took my Toyota in to the Vancouver dealership for service. I have taken my Toyota to many Toyota dealerships for service in the past and had no issues. All I wanted was new brakes, as there was a delay in the response time when I pressed down on them. Toyota Vancouver replaced my brakes, or at least I think they did. But when I drove it afterward, there was still a delay in the response time. It felt almost exactly the same. When I pressed down on the brakes, not only was there a delay but sometimes I had to press down so hard on the brakes that I hurt my foot. In addition, sometimes when I had it pressed down to stop, my car would roll and not actually stop, even though Id be pressing down on the breaks pretty hard.I called and Toyota told me I could bring it back in. When I did, all they said is that the response time was normal. Ive had my breaks replaced several times before, and after they always stopped immediately if I barely touched them. I know the response time is not normal and all I wanted is for them to fix the breaks properly. They did nothing more. Since they refused, I asked for a refund. They declined that as well.I would recommend you avoid this service center at all costs. They took my almost $1600 to replace my breaks but they are still functioning the same ****** seems a bit shady to me. I had some things packed in my car because I was driving to *****, and they said they could do nothing more because of my things in the car. But the week before when they supposedly replaced them, my car had even more things packed in it. That day, they did not decline service and were happy to take my money. When I asked to speak to the boss of the supervisor I was communicating with, the person who I was speaking to spoke in circles and would never give me a name or email address. Again, shady. I will never come back.

  

  Business Response

  Date: 05/28/2025

  Customer came in originally on 4/9/25 stating that they brakes take longer to slow down than they used to. Technician inspected vehicle and found brakes take longer than expected to slow the vehicle, not due to air in the system or spongy pedal, found upon inspection front rotors are severely corroded and pitted reducing stopping force, and the rear rotors have been  excessively glazed causing the same. recommend             front and rear brakes with rotors. Customer approved the repair and technician removed and replaced the front and rear brakes and rotors. Customer came back in on 4/24/25 and stated there is a delay after pressing the brake pedal. We offer to have her drive with technician and customer declined, Technician noted looked like excessive weight in the vehicle and items on top of vehicle roof. Technician test drove vehicle and found the brakes respond fine as it takes more effort from brake pedal to stop due to the excessive weight. We advised customer we cannot do any further diagnosis until she brought her vehicle in without the extra weight, customer declined. We will not reimburse customer for job completed by our Certified Technician.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
            
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
                     
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
        
  
  
  
  
  
  
  
  
  
  
  
  
                    
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
               
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
                        
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
                        
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
                   
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
          
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/24/2025

  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.

  I scheduled my 15k mile maintenance on the app to get my tires rotated. For 2 days before my appointment, they blew up my phone asking me over and over if I would like a "free appraisal". The calls started at 8am on my day off and haven't stopped yet, today is now 2 days after my tire rotation. On the day of my tire rotation, I advised ****** that I didn't want any more phone calls. I explined to her that the last time they "appraised" my truck, they were very disrespectful of my property. They peeled off my custom fit car seat covers and never put them back on. It's no easy process to install these seat covers and they had no business removing them.For two days since my tire rotation, they have been blowing up my phone, wanting me to elaborate about my experience, answer follow up questions, etc. I finally told them that if they called me one more time, I'd escalate my complaint to the BBB, and sure enough, within an hour, someone was calling me, insisting I listen to them. I told her not to ever call back and as I was hanging up, she was talking over me, aggressively trying to keep me on the phone. This is beyond unprofessional, it's beyond inappropriate, this is nothing less than harassment. I block their number, and they simply call from a different number. If they call me one more time, I will be calling Vancouver Police for harassment.

  

  Business Response

  Date: 02/13/2025

  Dear BBB, 
  Regarding Mr. **** *****, we apologize for the multiple calls from our dealership. We have had our ****************** and our ************************** Center put Mr. ***** on our Do Not Contact list.
  
  Sincerely,
  ******** Vancouver Toyota
  

  
  

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22855327
  
  I am rejecting this response because:

  The dealership has continued to email me and send mailers via ****, asking to buy my truck. 

  I continue to block their emails and they simply send emails from other addresses. 

  I do not want ANY communication from this business ever again. Not by phone, text, email, ***** nothing. 

  This was no less than 25 phone calls (after I explained to them to stop calling), no less than 15 texts and emails and now two letters in the US Mail. 

  These were not robocalls or automated calls, these were all calls from the same woman that continued to call several times after I told her to stop, she would call back repeatedly and demanded I listen to her. She even called me from her own cell phone after I blocked the numbers she was calling from. This was nothing less than stalking. 

  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 02/17/2025

  Regarding Mr. **** *****, we apologize for the multiple calls from our dealership. We have had our ****************** and our ************************** Center put Mr. ***** on our Do Not Contact list that should take care of the calls, emails and mail from us and our vendors. If he wishes no more contact from Toyota Corporation he need to contact their **************** ********************** to get on their Do Not Contact list.
  
  
  Sincerely,
  ******** Vancouver Toyota

  Customer Answer

  Date: 02/17/2025

   
  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:08/23/2024

  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.

  During the month of December 2023, I purchased a used vehicle from Vancouver Toyota, I/we specifically instructed ***************** FINANCE MANAGER that we wanted to pay for extended maintenance insurance separately so the monthly would not change. We gave him $2000 in cash (which he gave us a receipt for only $2000), then proceeded to charge our credit card for the $2600 and increased the total sale price, showed the $2600 credit card charge as an additional down payment., added the extended maintenance warranty into the sales order ensuring that the monthly amount would not change. When we asked why he was showing the extended maintenance into the contract, he stated that he had to show it as a purchase in the whole deal. We did not question his response because the monthly payment did not change. When I questioned the General Manager ***************************, he specifically told me "the contract was signed by us" and stated he could do nothing. ******************************* , General Manager supports the conduct and dishonestly of his employees as in this case and one can see clearly how they do business.

  

  Business Response

  Date: 09/02/2024

  ************** purchased a 2019 Chevrolet Tahoe VIN# ***************** on December *******. ************** also purchased an extended warranty from us at the time of purchase. ****************** payment did not go up as he gave us the money for the extended warranty and his down payment at time of purchase. ************** received his extended warranty with no change in payment as he paid for it in full at time of purchased therefore no interest is being accrued on the loan for the extended warranty.

   

   

   

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22188010
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/08/2024

  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.

  Purchased car on May 8th 2024 Had transmission failure within 2 weeks Has been in shop total of 7 times in a year and ******* miles for various issues.Vehicle died in Mcall Idaho leaving family stranded.Towed back to Vancouver to Toyota, now has catastrophic engine failure and am quoted $6200.00 to replace at my expense as the car is out of warranty by 2 months.

  

  Business Response

  Date: 08/17/2024

  **************** did purchase his vehicle from us in May 2023, At this time, we are working diligently with **************** to come up with a resolution, We have given him a couple options that he needs to discuss with his wife before making a decision.

  Customer Answer

  Date: 08/23/2024

   
  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: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 bought a truck from this dealership. It is missing parts not disclosed at the time of purchase, such has the driver side head lamp bulb retention clip. They said they never changed the bulbs, but they should have checked before sale. Window and lock control buttons falling out of housing on door. Bought less then ****** miles ago and they say will only cover if switch panel is broken, not door panel. Sold with bad battery, sold with torn control arm bushing. All none disclosed. Im working with them now to handle the problem, but they are being iffy about making it right about the missing bulb retention clip missing at the time of sales.

  

  Business Response

  Date: 07/10/2024

  ************* purchased his 2015 Toyota Tacoma on 6/19/2021 VIN# ***************** with the mileage of ******. ************* also purchased an Extended Warranty covered by Toyota. Mr. **********;has been in for service several times since his purchase and has never stated an issue with the headlamp or retention clip. ************** has called Vancouver Toyota several times and Vancouver Toyota has asked for pictures of the headlamp and have not received those either. Vancouver Toyota has advised ************** that we would look at the vehicle to see if his issues are covered by his Extended Warranty , Extended Warranty covers manufactured defect only.

  Customer Answer

  Date: 08/13/2024

  Hello,
    I have not been given appropriate time to respond. This was the first time having to change my head light bulb, that is why I never said anything. I have indeed been in multiple times. They sold me the truck with a bad battery and a torn control arm. Had to use warranty to fix only 6 month after buying. With such low mileage, how was the control arm torn? All the times I went in they never topped of my fluids, causing me to have to go back. This last time they did approve my window control button housing for warranty repair, ****, their customer service specialist has confirmed they will reimburse me for the clip and install for free at the time of the warranty repair. I paid $65 this last time to
  Also have my truck checks and an inspection done. They did not do the inspection or top off my fluids, **** confirmed this also and said they will do a free diagnosis when I come in for the warranty fix. Over all, they sold me a truck as new that had multiple little problems. **** has said they will do right by me. I am dealing with a cancer biopsy and have not been able to go back in due to this. I explained to ****, their customer service rep., that I was very busy and it was important they did the work when I came in. They failed to do the proper inspection or top off fluids during that visit, yet made me pay for it. Since the other issue is a warranty issue, I shouldnt have had to pay for anything, since the inspection was not done. As soon as they fallow through with making things right, I will be comfortable closing this claim. I do not want this claim closed until they fallow through and correct the short falls. Trying to charge me close to $900 for a clip missing at time of sale.
  
  *******************
  Complaint#  
   #********.
  

  
  

  

  Business Response

  Date: 08/13/2024

  We have not seen ************** since our last response and will just reiterate our last response again:

  Mr **********;purchased his 2015 Toyota Tacoma on 6/19/2021 VIN# ***************** with the mileage of ******. Mr.**********;also purchased an Extended Warranty covered by Toyota. Mr. **********;has been in for service several times since his purchase and has never stated an issue with the headlamp or retention clip. Mr. **********;has called several times and has scheduled several appointments but has not shown up. Vancouver Toyota has asked for pictures of the headlamp and have not received those either. Vancouver Toyota has advised Mr. **********;that we might be able to offer some 'Goodwill' assistance but we would need to see the vehicle and get a proper diagnosis

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 21929601
  
  I am rejecting this response because:

   It is a bold face lie to say I have not shown up for appointments. I have not scheduled any appointment yet to come back in. **** has already assured me they will install the clip for free, do the warranty work for free, and re do the diagnostic they made me pay for but did not actually do. I am not sure why Toyota is lying and saying I have not shown up, I have just not come back in yet. It is sad they would lie in such a way. Regardless, they will be fixing everything for free and reimbursing me for the clip. Already set this up with ****. Their response is not in line with what was agreed upon with their **************** Specialist ****. I do know they fail to communicate to each other quite often, another failure on their part. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/21/2024

  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.

  I bought my car on 4/19/21 with an extended warranty which expired last yr. When I brought my car in for service last year, they recommended engine replacement or a new head gasket. They did repairs to the head gasket and did a valve adjustment instead of doing a full engine replacement knowing that thats what was needed. I have attached the complaint the details more below. I also want to add that my car year has a recall which involves the engine replacement however it was not included in the recall for some reason and I am handling that with Acura. But I want to know that my car has been brought in for service and engine issues related to the issues I am currently having since 2017 I have the service records which I am going to attach below, Vancouver Toyota needed to be replaced and failed to replace the part now my car is an operable. Ive only had it for three years. It only has ******* miles on it. I owe a $30,000 balance on the car and theyre wanting me to trade my car in as the alternative adding the loan I have to that car or put a used engine in my car at ****** miles and spend $11,000. I additionally want to add that I also had to pay for my head gasket last year as well as Vancouver Toyota also made me pay for their rentals for the entire duration that they had my car which was almost 3 weeks.

  Customer Answer

  Date: 05/27/2024

  Good morning, **** with Vancouver Toyota reached out to me on 5/25/24 offered to replace the engine free of charge as long as we paid for labor at $3500. We will agree to paying the labor only if we are able to pay in installments of two we are currently waiting to hear back from somebody to find out if were able to, proceed forward. 

  

  Business Response

  Date: 05/29/2024

  Our Quality Control Specialist ************ has spoken with ************************* and come to an agreement on a price to replace an engine in her vehicle,

• Initial Complaint

  Date:11/17/2023

  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 9/26/23 my 23 Toyota Highlander was in for a routine 10K ******** Change and additional key programming. When I was notified the vehicle was done and taking delivery the vehicle came into the delivery area with the drivers mirror folded away from the car damaged. I asked the delivery driver about it and she immediately called over a manager. ***********************, Service Quality Control Specialist, came out and greeted me. He acknowledged the damage and documented the damage and said he would arrange a fix for in the next few days. The damage done causes my mirror to shake and vibrate while driving down the road. It makes it very difficult to see out of the mirror. **** called me back and scheduled a repair. When I took delivery of the vehicle I proceeded to drive off and the shaking and vibrating was still present. I immediately turned around and went back into the service department. **** greeted me again and said he would call and arrange another visit. I returned on 10/03 and this time a rental was provided. I did not receive a call for several days. On 10/05 and was told the vehicle was ready to be picked up. When I was checking in I was told yes there is vibration in the mirror but no further action will be taken as this is a design flaw. I was given the Toyota Brand Engagement contact ************ to call. I contacted customer service with a detailed explanation. I was given a Case Number of ************. The following day I received a call from ***** at Vancouver and was told there is nothing they will do to fix the damage. She said its up to Toyota to fix the issue and closing the case. I have now called once a week since 10/05 to Toyota Engagement and have not received a call back. The vehicle did not have this issue before 09/26 or I would have presented it to Vancouver Toyota to have it corrected. Toyota Engagement keeps referring me back to Vancouver Toyota who has done nothing to fix the damage they caused. Please review RCW 46.37.400 (4).

  

  Business Response

  Date: 11/20/2023

  ************************************* Toyota Highlander came in for an issue with the drivers mirror, we replace the mirror and is still had the same characteristic. The technician contacted Toyotas technical assistance hotline, they stated it was a design characteristic of the vehicle and advises no further repairs done to vehicle. Toyota's Field Technical Specialist  reviewed case and advised no further action at this time. We have explained this to **********************. Due to ************************** repeated unwarranted and disruptive behavior we have notified him that he is no longer welcome at the dealership.

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20886640
  
  I am rejecting this response because:  

  The damage was caused by the dealership while at the dealership.  This is noted in the service records on RO 6693639/1.  Not having a fix for the damage is not acceptable.  If a fix cannot be provided by the Vancouver Toyota or Toyota ***************** please replace the vehicle with a vehicle that has not been damaged or provide an equal vehicle until the repair has been completed.  Per **************** Law RCW 46.37.400 (4) All mirrors and backup devices required by this section shall be maintained in good condition. The current damaged state does not meet "good condition".  You cannot see out of the mirror while driving down the road.  This is noted in the service records on RO#*******/1.  Please have it noted that the "disruptive behavior" as refusing to accept that repair will not be completed.  It was first acknowledged and two separate attempts were made to repair the vehicle.  Now that Vancouver Toyota cannot fix the damage they caused, they are choosing to refuse the repair of the vehicle.  Vancouver Toyota provides recourse through the Toyota Brand Engagement Center.  This center only routes the calls and complaints back to Vancouver Toyota to resolve.  ************ provides no resolution. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 11/28/2023

  ********************** came in for for an oil change service on 9/26/23 and his mirror was pushed out of place, we explained to him that yes it was pushed out of place and that it was a folding mirror and designed to be able to move. ********************** was upset, so for customer satisfaction we replaced the mirror on 9/29/23. On 10/03/23 ********************** came back in stating there was a vibration, we compared to like vehicle, condition was similar in like vehicle, technician then contacted Toyota Technical Assistance and they stated it is a design characteristic of the ***************** Folding Mirror and do not advise any further inspections or repairs. Toyota's Field Technical Specialist reviewed the case and advised no further action at this time. 

  Therefore, per Toyota's recommendations there is not further inspections or repairs to be done.

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20886640
  
  I am rejecting this response because:

  Please review *** 46.37.400. (1) *********** vehicle shall be equipped with a mirror mounted on the left side of the vehicle and so located to reflect to the driver a view of the highway for a distance of at least two hundred feet to the rear of such vehicle and (4) All mirrors and backup devices required by this section shall be maintained in good condition.

  In the current state even driving on your property you cannot see two hundred feet through the mirror.  This a safety concern while driving the vehicle on public roads that is documented by the technician and verbally communicated by one of the service advisors. If Vancouver Toyota will not fix the damage and Toyota Motor Cooperation has no fix for a bad design that every 2023 Highlander has according to Vancouver Toyota.  

  I am simply looking for a defined resolution to this problem.  Having no solution or no offer for a solution is not acceptable.  

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

  

  Business Response

  Date: 11/30/2023

  As stated before, ********************** came in for for an oil change service on 9/26/23 and his mirror was pushed out of place, we explained to him that yes it was pushed out of place and that it was a folding mirror and designed to be able to move. ********************** was upset, so for customer satisfaction we replaced the mirror on 9/29/23. On 10/03/23 ********************** came back in stating there was a vibration, we compared to like vehicle, condition was similar in like vehicle, technician then contacted Toyota Technical Assistance and they stated it is a design characteristic of the ***************** Folding Mirror and do not advise any further inspections or repairs. Toyota's Field Technical Specialist reviewed the case and advised no further action at this time. 
  Therefore, per Toyota's recommendations there is not further inspections or repairs to be done.

  If ********************** has any further concerns he need to contact the manufacture as we do no have anything to do with the design and manufacturing of vehicles

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20886640
  
  I am rejecting this response because:

  I have contacted the manufacturer through the Toyota Engagement Center at ************** that the dealership asked me to.  Attached is the response I was provided.  I also receive a call from the Toyota Engagement Center and was told the dealership needs to repair any damage they caused.  Toyota has no known record of a manufacturing defect that causes the mirror to shake and vibrate causing poor visibility.  The Toyota Engagement Center asked me to contact the dealership again which I have with no response.   

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

  

  Business Response

  Date: 12/18/2023

  Our Service Quality Specialist (SQS) confirmed that the driver side exterior mirror was folded to the forward position when ********************** took delivery of his vehicle after service 9/26/23. Our SQS inspected the mirror and found no evidence of damage to the mirror and advised ********************** that the mirror is designed to fold forward without damaging components. ********************** returned to the dealership after leaving concerned about a vibration in the same mirror. Our SQS test drove the vehicle with ********************** and agreed that the vibration appeared abnormal and agreed to replace the mirror under factory warranty as this appeared to be a factory defect. When ********************** reported the condition still present after replacement, we reinspected the vehicle and provided ********************** a complimentary rental during our inspection as a goodwill gesture. We documented the conditions and requested assistance from Toyota Technical Assistance (TAS) by generating TAS case **********. *** advised that this condition is a reported design characteristic of the driver side power folding mirror with no remedy available. This was also confirmed as a design characteristic with no remedy by our regional Toyota Field Technical Specialist and Toyota Product Engineer. As a repair facility, our dealership does not administer manufacturing design. If ********************** has any further concerns regarding this condition he will need to contact the manufacturer. This information has been shared with the Toyota Brand Engagement Center so they can better assist **********************. Our SQS contacted ********************** again 12/15/23 to discuss this and shared that all this information has been shared with the Brand Engagement Center in order to better serve him. This is our final response to **********************.

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20886640
  
  I am rejecting this response because:

  The Toyota Engagement Center has no record of TAS case ********** or any known issue with vibration on Highlander mirrors.  After contacting the Toyota Brand Engagement Center I was informed the case would be closed because they do not handle damage done by the dealership.  The dealership is an independently owned and operated business and the manufacturer is not responsible for damages that the dealerships may have caused.  The Toyota Brand Engagement Center referred me back to Vancouver Toyota to rectify the damage.  I did finally receive a call from **** with Vancouver Toyota on 12/15/2023 but no new information was provided.  He explained he has sent all of the information to the Toyota Brand Engagement Center again. I asked what has changed and he said nothing has changed.  Vancouver Toyota has no plans to repair the damage as they believe it a design characteristic and can only refer me to the manufacturer.  I asked how do I contact the manufacturer and was told through the Toyota Brand Engagement Center. 

  The mirror did not vibrate before the mirror was pushed out of place.  The mirror does not meet **************** Law RCW 46.37.400 (1) in its current damaged condition.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 12/19/2023

  Our Service Quality Specialist (SQS) confirmed that the driver side exterior mirror was folded to the forward position when ********************** took delivery of his vehicle after service 9/26/23. Our SQS inspected the mirror and found no evidence of damage to the mirror and advised ********************** that the mirror is designed to fold forward without damaging components. ********************** returned to the dealership after leaving concerned about a vibration in the same mirror. Our SQS test drove the vehicle with ********************** and agreed that the vibration appeared abnormal and agreed to replace the mirror under factory warranty as this appeared to be a factory defect. When ********************** reported the condition still present after replacement, we reinspected the vehicle and provided ********************** a complimentary rental during our inspection as a goodwill gesture. We documented the conditions and requested assistance from Toyota Technical Assistance (TAS) by generating TAS case **********. *** advised that this condition is a reported design characteristic of the driver side power folding mirror with no remedy available. This was also confirmed as a design characteristic with no remedy by our regional Toyota Field Technical Specialist and Toyota Product Engineer. As a repair facility, our dealership does not administer manufacturing design. If ********************** has any further concerns regarding this condition he will need to contact the manufacturer. This information has been shared with the Toyota Brand Engagement Center so they can better assist **********************. Our SQS contacted ********************** again 12/15/23 to discuss this and shared that all this information has been shared with the Brand Engagement Center in order to better serve him

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20886640
  
  I am rejecting this response because:

  This is a duplicate response made by Vancouver Toyota.  This is the exact same response made on 12/18/2023.  Again this shows that Vancouver Toyota has done nothing to actually resolve the issue.  They have damaged my vehicle and are not doing much to fix the issue.  They refer me to the Toyota Brand Engagement Center who only refers me back to Vancouver Toyota.  Vancouver Toyota's resolution offered is to contact the manufacturer.  I have done so based on the documentation provided.  The manufacturer has no known issue and no record of the case number provided by Vancouver Toyota.  Vancouver Toyota should contact the Toyota Brand Engagement Center they are referring me to and provide the documentation to show they have done this.      
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:10/06/2023

  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.

  On 8/14/23 my 2016 Lexus NX 200t was returned to me in worse condition than when it went into Toyota's service center. I went in for an oil change, they recommended a new battery and rear brakes. I agreed to replace the battery. This was written on my receipt:After battery replacement media system screen no longer functions. Tired all known fixes for INOP head unit. Unit us still inoperable. Found CSP with Lexus for this issue. Recommend repair at Lexus Facility. On 8/21/23 I took the day off from work to get my vehicle into the first available appointment after leaving Toyota. ***** charged me ****** to tell me that the internal failure to the head unit and recommend replacement if the head unit. CSP issue cannot be installed or repaired on a failed unit. Contacted Toyota, spoke to *********************** and *********************** and they refuse to resolve the problem and stated, the failure is not caused as a result of their workmanship. My issue: My battery in reality didn't need to be replaced. They state on the receipt, after battery replacement unit is no longer working. They did something - it was not returned to me in good condition and failed in my possession. I want them to fix my car. I truly feel that they should be responsible since it failed after a battery change in their service department. I have been told by several people in the auto repair field that they probably didn't ground the battery cables when installing the new battery and it fired the unit. There's no way for them to proof this didn't happen. I feel like I am being taken advantage of. Total repair cost was estimated at ******* but ***** agreed to drop the cost to $1730.00

  

  Business Response

  Date: 10/10/2023

  ******************************* brought her 2016 Lexus VIN#  in on 8/14/2023 for an oil change service, during that service the technician tested the battery and it failed the battery test,  ****************************** was advised the battery failed the test and the technician recommended replacing the battery. ****************************** agreed to replace the battery. 
  
  
  After the battery replacement per manufacturer's technical guidelines the technician noted that the media screen no longer functioned. Technician found a Customer Support Program for this issue and recommended the customer to go to ********************************************************** performed a health check and found no DTC's (Diagnostic Trouble Code) stored. Found NAV display was ok due to reverse camera working. They checked all power and ground sources and found ok at this time. Found radio no operating and suspect internal failure of radio head unit.
  
  
  Vancouver Toyota advised ****************************** that our Master Diagnostic Technician that replaced her battery did nothing to cause the head unit to fail, as ***** stated it was an internal failure. Vancouver Toyota advised Ms. *************************** that we will not assist in the cost of replacing her head unit. 

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20705187
  
  I am rejecting this response because: The Tech that performed the work (Noted it was *****************************), was unable to identify the cause of the navigation and radio not working. Toyota kept my vehicle over night so that the master tech could review and advice in the morning. This is when the *** was recommend and stated only ***** could preform. Why couldn't Toyota's master tech determine the internal failure instead of recommending I go to Lexus for ***?? Master tech should of been able to detect that the system failed internally (***** stated they suspected internal failure). ***** stated power and grounding was found okay, but how do I know if Toyota replaced the fuse before I received my vehicle for proper power?? If Toyota is certified to work on Lexus vehicles, why did they send me to Lexus to pay $215.00 and miss work, for them to diagnosis my vehicle when I originally took it to Toyota. I would like to see the certifications of ***************************** and ****************************

  I would like proof that this was not your service departments fault. I brought my vehicle in perfect working condition and it was returned not in the same condition. If my vehicle is in your possession, you should be responsible for anything that happens.

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

• Initial Complaint

  Date:07/21/2023

  Type:Billing 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 6/7 my Toyota stopped running and needed repairs. It was towed into Vancouver Toyota. I needed a rental car so I went to the rental car desk and the lady told me I needed to give her a $250.00 deposit before I could take the rental car off the lot. I gave the lady my ***** debit card for the $250.00. Two days later on 6/9 my auto was repaired and I used my iQ credit card to pay for the repairs of my auto. I put the credit card into the reader machine and signed off for the authority and permission for this credit card to be used.I then went to the car rental desk and the lady said she would process my Chase debit card for the two days it was used and credit me the rest.I used two different cards. I used my iQ credit card for the repairs of my auto and my Chase debit card for the rental car.When I got my credit card statement there was a payment due for $52.18. I was confused and did not know what the payment due was for. I called iQ credit union and they did not know what this amount due was for. I then called Vancouver Toyota rental desk and the lady told me that the lady who rented me the car forgot to charge me for one day of the car rental. So they charged the extra day of the car rental on my iQ credit card. I have never given the rental car desk my iQ credit card or have I ever given them the permission or authority to use my iQ credit card. Only my Chase debit card. I notified the iQ ************ and they made out a dispute to **** about Vancouver Toyota using my credit card without my permission or authority. **** said there was not an error. I thought it was against the law to use someone's credit card without their permission or authority.Vancouver Toyota never notified me by phone or mail telling me that they made a mistake and did not charge me for a day of the rental car. They just put the one day rental on my charge card without my authority or permission.

  Customer Answer

  Date: 08/12/2023

  Vancouver Toyota is not going to respond to my complaint?

  Customer Answer

  Date: 08/16/2023

  Yesterday I spoke with ***** and ***** from ****** Vancouver Toyota. They claim that I used my iQ credit card on the auto rental which I did not. I have both of the transactions of the auto rental on my online Chase debit account. Since ****** ********************** auto already had my IQ credit card information from the repair of my car they used my credit card to pay for the extra day of the auto rental without my authorization or permission. I offered to send them a copy of the Chase statements of my debit to show them that is the only card I used for the auto rental and that I have hard evidence but they refused to receive it. 

  

  Business Response

  Date: 08/16/2023

  
  We spoke with our Rental Manager and she stated that Ms **** came in and put a $250 deposit on one card ending in ************************************************* the amount of $52.18 on a different card ending in 6191  at the same time. Ms. **** repair took longer than one day so when she came in to pick up her vehicle she came to the rental desk our Rental Manager asked her if she would like the remaining balance for her rental taken out of the deposit and Ms. **** stated yes. Both cards were ran at the rental desk and were chip read and had Ms. **** signatures.
  
  
  
  

  Customer Answer

  Date: 08/17/2023

  ****** Vancouver Toyota wants me to copy the transactions that are on my computer from ***** from my debit card for the rental car and they want me to bring it in to the tomorrow 8/18 for them to view along with my iQ credit card statement.

  Customer Answer

  Date: 08/24/2023

  I took two documents to Vancouver Toyota last Friday. These documents showed them that my numbers on my bank accounts are correct and what they have on their computer is not correct. I saw issues with fraud because they used my credit card without my permission or authorization and it also showed me that they copied my name from a previous charge which I used my credit card and signed my name electronically to pay for the repair of my car. They copied my electronic signature to use on the unauthorized credit card amount for the rental car which was $52.18. This is forgery. Two very serious offenses. I have not heard from them since I last showed them my bank documents.

  Customer Answer

  Date: 09/03/2023

  What happened to my on-line complaint?

  

  Business Response

  Date: 09/15/2023

  We spoke with our Rental Manager and she stated that Ms **** came in and put a $250 deposit on one card ending in ************************************************* the amount of $52.18 on a different card ending in 6191  at the same time. Ms. **** repair took longer than one day so when she came in to pick up her vehicle she came to the rental desk our Rental Manager asked her if she would like the remaining balance for her rental taken out of the deposit and Ms. **** stated yes. Both cards were ran at the rental desk and were chip read and had Ms. **** signatures.

   

  Ms.**** came in and met with our Service Manager who tried to explain to Ms. **** that the card was chip read meaning that the actual card had to be inserted into the machine for payment. The transaction that Ms. **** is questioning also matches her signature on her prior invoice.

  
  

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20357963
  
  I am rejecting this response because:

  ****** Vancouver Toyota is not telling the truth regarding the credit card issue for the rental car.

  I used only my Chase credit card for the purchase of the auto rental with Vancouver Toyota. On 6/7/23 I approached the Vancouver rental desk and gave the rental car lady my Chase debit card for $250.00. She told me I would need to put that deposit down on the rental car before I took it off the lot.

  When I returned two days later I paid for the repair of my auto and I put my iQ credit card in the card reader machine and the man asked me to sign my name on the electric pad which I did. I then went over to the rental car desk and the lady asked me for my card so she could process my rental car payment for using the rental car for two days. I gave her my Chase debit card which I originally gave her and she told me she would credit me for the days I did not use the car.
  

  When I received my iQ credit card statement there was a purchase on there I was not aware of. It was for $52.18. I know every ***** I have put on my iQ credit card and that purchase and amount I knew was wrong. I notified IQ credit union and they said that it ran as an advanced loan. I knew nothing about an advanced loan. They told me I should call Vancouver Toyota and ask them if they know anything about this charge. I called Vancouver Toyota and they told me that I should talk to the rental desk. The lady at the rental desk told me that the lady who processed my rental car payment on 6/9/23 made a mistake and only charged me for one day. I then went on my Chase debit card statement on line and the lady indeed charged me for only one day. Instead of notifying me and telling me that I had only been charged one day by mistake someone used my iQ credit card for $52.18 for the one day rental they did not charge me for without my authorization or consent.I would have gladly sent her a check for the one day charge she forgot to charge me for.
  

  I then spoke with ***** and then ***** and arranged for me to take the two copies of statements that I had from 1Q credit union and my on-line bank statement from ********** for my debit card. I met with *****. She viewed my statements and told me that the amount she had on her computer and the amount that my Chase debit card on-line statement were different. She showed me a copy of my signature that she said showed that I signed for the $52.16 rental car payment with my iQ credit card. It was my signature but it was the same signature I used to pay for the repairs of my auto which was $1,093.00. I remember what that signature looked like. Vancouver Toyota copied that signature I used for the repair of my auto and used it to claim I used my iQ credit card for the $52.16 one day rental which they put on my iQ credit card without my knowledge.

  So Vancouver Toyota is covering up a fraud and forgery crime to try and make it look like I am not telling the truth and actually did use my iQ credit card for the one day rental cost of $52.16.

  Thank you BBB for you time and effort on this
  

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

  Customer Answer

  Date: 10/11/2023

  So Vancouver Toyota would not respond. That shows their business character and integrity.