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:07/01/2025

  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 went to Eastern Shore Toyota Saturday June 27th looking to get a new Midnight black Camry LE. Talked with the salesman and his manager and got the price down to $650 plus GAP. Walked away from it but came back Monday June 30th after speaking with my sales **** The price we spoke about Saturday was still good and agreed upon. Accounting came out and said no that the amount we agreed upon was a no go because sales couldn't agree to cost plus GAP. There was a agreement in place and should have been honored. Once that failed the sales manager tried to **** me off in a used Camry SE with 5300 miles. Not what we agreed to and not want I wanted. The car I wanted is still on the lot and it would have sold yesterday if the agreement made by me and sales was only honored. I guess being a lot that big one more sales doesn't matter.

  

  Business Response

  Date: 07/01/2025

  On Saturday, June 28, 2025, discussions were conducted over several hours regarding the proposed transaction. During these negotiations, the customer was presented with an offer of $650 per month, with the option to include GAP insurance at an additional cost of $20 per month. This proposal reflected the application of all available manufacturer and dealer incentives. The customer ultimately decided not to proceed with the transaction at that time and conveyed an intention to revisit the offer on the following Monday.
  
  When the customer returned on Monday, they requested that GAP insurance be included within the previously offered monthly payment of $650. It was explained that this request had been addressed during prior discussions and that it was not feasible to incorporate GAP insurance without an adjustment to the payment amount. The customer expressed dissatisfaction with the inability to accommodate this request. Additionally, it was noted that considering the inclusion of a qualified co-signer could have allowed further exploration of alternate options, such as an extended term or qualifying for a lower interest rate, in alignment with the customer's primary concern regarding the monthly payment.
  
  Ella, the Finance Manager, engaged directly with the customer to reaffirm that all possible efforts to structure the deal in the most favorable manner had been exhausted. She also clarified that any additional protections, including GAP insurance, would necessitate the associated costs being borne by the customer.
  
  A pre-owned vehicle was subsequently proposed as a more affordable alternative; however, the customer declined this option, expressing a preference for the new vehicle at a payment level that could not be achieved under the outlined terms.
  
  This morning, July 1, 2025, the customer contacted us to inquire whether the original offer of $650 per month could still be honored. We advised the customer that this offer was no longer valid as it had been contingent upon timely execution and was explicitly tied to month-end incentives.
  
  Zac Bell
  Group General Manager
  Esfahani Auto Group

  Customer Answer

  Date: 07/02/2025

  Reject 
  

• Initial Complaint

  Date:11/27/2024

  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.

  I bought an extened warranty thinking that it would be honored at any toyota dealership, It was on the wall as soon as you walked into the dealership Toyota Care take your car to any dealership. I took my car to a different dealership to have it serviced and I was informed that they would honor the manufactures warranty but not the extended warranty because it was through a third party. I was deceived by this dealership. Over the course of the loan the extended will cost me $8078.00 and that is the amount that i want refunded back to me. It was a package deal. I want my money back for the whole package. The car is for my wife and I wanted to be able to have her serviced at any toyota dealership. If we move back to ************** we will be paying for a warranty that we can't even use. The financal man kept refering to it as toyota so I thought I was buying a warranty through Toyota and that is not the case. I want a full refund on this package.

  

  Business Response

  Date: 12/02/2024

  I spoke with Mr. **** regarding his visit to *** *****, where he was informed that they do not honor third-party products. I clarified to Mr. **** that this decision is specific to *** ***** and is not a reflection on the product itself. I presented him with several options: he could visit us to have everything explained in detail, choose to cancel the products, or contact the contract administrator to verify that the contract is indeed valid nationwide, as he was initially informed. I also noted that *** ***** is providing inaccurate and misleading information. Mr. **** expressed appreciation for the call and the explanation and indicated that he would reach out if he had any further questions.
  
  
  *** ****
  Group General Manager
  Eastern Shore Toyota

  Customer Answer

  Date: 12/09/2024

   
  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,
  
  *** ****

  Customer Answer

  Date: 12/09/2024

  The general manager *** **** went above and beyond to make sure that I was a happy and satisfied customer knowing that I was in the wrong. 
  Two employees for *** Tylers Toyota informed me that they would only partially honor my warranty and that I had to take it back to dealership where I made the purchase to get full warranty benefits. Which was not true. Fidelity informed me that they do not understand why *** ***** Toyota would tell me that. They assured me that it is a nation wide warranty. They even sent me a list of places that will honor it. *** ***** Toyota is on that list. I do not understand why they will not honor fully.
  I want to say that I am sorry to Mr. *** **** and to Eastern Shore Toyota for such a terrible misunderstanding on my part. I am impressed by the way that Mr. *** **** went about resolving this. He showed me that he is a better man than I am. I definitely need to work on some things. Please forgive me.

• Initial Complaint

  Date:07/10/2024

  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 6/29/2024 I purchased a vehicle from Eastern Shore Toyota. I traded a vehicle in on the new vehicle that I bought. I received the bill of sale and other paperwork to get the tag transfered to the new vehicle. I was unable to get the tag because of a mistake that the dealership made which charged me an extra $308.15 in taxes. When I finally made contact with the saleman he told me that I need to get the tag office to reimburse me. I went back to the tag office and I got a manager from the dealership on the phone with an employee at the tag office. The employee told the manager that the bill of sale was wrong and that a corrected bill of sale was needed. The manager still sent the wrong paperwork, sending a buyers order instead. So, I asked the manager of the dealership can this be corrected and she said that the person doing that was gone for the day. So, I'm still without a tag and there is the matter of the money, $308.15 that I was over charged. *** made numerous calls to the dealership to speak with another manager. I have yet to hear anything back. I've made numerous attempts to contact someone through their internet chat and same result. The dealership has charged me $29,748.15 when in reality I should have been charged $29,440.

  

  Business Response

  Date: 07/10/2024

  Unfortunately, we were one of the ****** dealerships affected by the *** ransomware issue. In order to continue serving the public to the best of our ability, we were doing car deals by hand and manually calculating sales taxes. We apologize for the delays as our system just came back up last week and we have had to re-enter all sales and service for the last several weeks into our system, which compounds the delays. Our accounting office has caught the sales tax calculation error made in the finance office and is issuing a refund of the tax discrepancy. Our general manager is working with your finance manager to correct the bill of sale error and he will have it sent to you ASAP.

• Initial Complaint

  Date:03/27/2024

  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.

  In January, we purchase a 2017 ***** Ridgeline from Eastern Shore Toyota trading in a 2010 Ridgeline. At the time of purchase, we purchased a $3,300 extended warranty. Within the first two days, the truck began to lose power and other issues and was reported to the salesman from the dealership. The salesman said to call the service department at Eastern Shore Toyota and when we did, they said because of the extended warranty to take the truck to ************* which we did. Their technicians discovered the truck needed an entire new transmission and submitted this to the extended warranty company. From the attached paperwork, you can see that they are refusing to pay for the transmission ($12,000) because they say it must have been there when purchased and that Eastern Shore Toyota cleared all codes and history when doing their diagnosis of the truck. Repeated calls, emails and visits to *****************, general manager and ******************* Sales Manager have been ignored . Repeated requests for them to make this right have been ignored. Two plus months later the truck is still sitting at ************* where it needs a new transmission. All involved agree that Eastern Shore Toyota should pay for the repair and refund the worthless $3,300 extended warranty due to Eastern Shore Toyota clearing all history. According the ***** dealership and the warranty company, the truck should have gone back to Eastern Shore Toyota because only a few days after sale but Eastern Shore Toyota told us to take it to *************.

  Customer Answer

  Date: 04/04/2024

  Eastern  Shore  Toyota contacted ***** last Friday (only after getting Bbb contact) wanting him to purchase or return the loaner car they had given him when his truck died after 3 days. They wanted $5900 more than he had paid for the ridge line for the loaner eventhough the stickers were exactly the same. They actually said they were very offended that we had contacted BBB when they had let him drive the loaner. To begin with the loaner was for while his Ridgeline was  repaired. Then they had offered to find him another Ridgeline which never happened and no phone calls returned. Then they said would exchange for like value (dollar for dollar their words) truck. 
  
  Today finally ***** decided since Eastern Shore Toyotas only option was to pay $5900 more to them for the loaner that he did not want, he is paying out of pocket to have his Ridgeline new transmission ($10,000) replaced at ************* where EST send him for repair.  When he told eastern shore Toyota this today they said return the loaner or they were calling the police. He told them he did not have a way to get it out there today,  so they sent two people to pick it up.  
  During this weeks conversations with ******************* the sales manager, it is clear they dont care and just blame it on the warranty that they sold us. Everyone else involved including *************   says that if it had been their sale 3 days in, it would be their responsibility to fix it. Eastern shore ***** acts like they are doing us a favor to sell us a same  value truck for $5900 more. I honestly dont know whether it is the warranty companys responsibility or Eastern Shore Toyota but warranty company denied bc too soon and history erased. 
  Sent from my iPhone
  

  
  

  

  Business Response

  Date: 04/04/2024

  The General Manager reached out to ****************** to work on getting him to finalize the purchase of the Ranger he has been driving for three weeks.   
  
   

  

  Business Response

  Date: 04/04/2024

  ****************** has been driving a loaner Ranger while his 2017 ***** Ridgeline was in the shop and indicated to our sales management team that he wanted to purchase it.   ****************** has been driving the Ranger for the over three weeks.    Several attempts to reach ****************** were made during those weeks to finalize the purchase of the ranger but ****************** did not show up to the appointments that were scheduled.   

  On 4/03/24 ****************** arrived, spoke with a sales manager about purchasing the Ranger and them went to *************.   ****************** stated that he was going to purchase a transmission for the ***** for his ********************************************************************************************************************* so.  The General Manager declined the extension of the loaner due to ****************** having already driven the Ranger for three weeks and the difficulty we had in reaching him.   

• Initial Complaint

  Date:01/31/2024

  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 my car on 12/29/23. I still have not received any information to be able to make my first payment. My trade in has also not been paid off. My check for my down payment cleared on 1/3/24. I have contacted the dealership 4 times to hopefully resolve the issue. Each time I am transferred from person to person and given excuses. The first time I contacted them was on 1/17/24 and I was told to be patient and not to worry. So I waited and called again on 1/26/24 and was transferred to several different people with no help. I have even tried contacting South Eastern Toyota Finance and they were unable to find any information about the car in their system. I provided the *** number and my SSN and they were unable to find anything. They stated oh yeah thats a problem it shouldnt take this long. Your best bet will be to contact the dealership directly. So I contact the dealership again and I was told it looks like something with your deal wasnt finalized. I was promised on 1/30/24 that they would fix the issue and return my call. Still nothing has been done and no one has tried to contact me.

  

  Business Response

  Date: 02/06/2024

  The paperwork  and a check in the amount of $697.90 was delivered to **************** Monday, February 5th.   The customer was explained that since she signed hard copies of the documents it would take longer to process (7 to 10 business days).  

• Initial Complaint

  Date:01/03/2024

  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.

  Visited dealership on 12/18. I planned to purchase a RAV4 **** in a different color. I was told additional RAV4s were coming in 4 days. I signed paperwork and was told my paperwork would be held until the new one came in (due to them not having the *** number yet AND I had to order a replacement title for the vehicle I was going to trade in). They intentionally said I didn't need a copy of the paperwork when leaving b/c it wasn't finalized yet. So I left empty handed. For personal reasons, I decided I do not want to purchase a new vehicle at this time. I texted the salesperson I had dealt with. I emailed the finance manager AND the general manager. I told them to shred my paperwork that I was not going to buy the vehicle. I heard nothing in return. Since it was past the date of when the new vehicles were to arrive, and that I hadn't heard from them, I assumed the deal had been canceled per my request. On 12/27 (NINE DAYS LATER), the salesperson texted me and said my vehicle was ready to pick up. I once again said I was not purchasing the vehicle. I was given the reply that it was already processed. I then called the general manager, who was not available to speak, but I left a voicemail for him to return my call. He never did. On 1/3 I received a notice in the mail that my contract had been altered and my first payment is due 1/17. The letter was dated 12/22, meaning AFTER I asked that all my paperwork be shredded. (I have email and texting documentation to prove this). I called Southeast Toyota Finance, who referred me to Toyota ***************** Their automated line says my account cant be located. I have not even seen this vehicle, much less have possession of it, nor do I want it.

  

  Business Response

  Date: 01/04/2024

  We spoke with ************ today and told her that we are not processing this paperwork.  She said she was happy with this outcome and that she would let the BBB know.

• Initial Complaint

  Date:09/28/2023

  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 purchased a 2023 Toyota Camry on December 10, 2022 . They only gave me one key and I have been calling since March 2023 but they keep giving me the run around. So I called again and the sales person transferred to a different company and i tried calling again left messages. They do no care. Please help. I just need my second key.

  

  Business Response

  Date: 10/04/2023

  The ** of Eastern Shore spoke with Mr. **** and advised that we would have an extra key cut for his vehicle until the key Fob could be obtained from Toyota. 

• Initial Complaint

  Date:07/27/2023

  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 dropped off my car at 730 am July 19, 2023 to have the A/C repaired. Received the diagnosis from them a couple hours later and I authorized them to do the work. The next afternoon July 20 I hadnt received any communication from them since the diagnosis. It took 4 phone calls from me and over 3 hours later before someone contacted me back. I was told the parts arrived that day and that my car should be ready July 21 afternoon or July 22. Again, after no communication from them I contacted them again on July 24 afternoon and asked if my car was ready. Two hours later I received a text and was told it wasnt ready but that it would be ready July 25. The next afternoon July 25, after no communication from them I texted them and asked if my car was ready. They replied that my car wasnt ready and that they would shoot for tomorrow July 26. So on July 26 I texted them after lunch and asked if my would be ready today. Two hours later and I havent received a reply. After 8 days in their shop, Im at the point that Id just like to get my car back and take it somewhere else to be repaired.

  

  Business Response

  Date: 07/27/2023

  We apologize for the delay in returning **************************** vehicle.  While the car was torn apart, our tech got sick and was out for a few days.  ************************ picked up his vehicle yesterday.  

  Customer Answer

  Date: 07/28/2023

   
  Better Business Bureau:
  
  My complaint was immediately addressed once management became aware of the situation.  I am very satisfied with their response. 
  
  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:06/28/2023

  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.

  Dear Eastern Shore Toyota,I hope this email finds you well. I am writing to address a serious concern regarding my recently purchased truck from your dealership. I regret to inform you that the vehicle has been experiencing a persistent and dangerous issue known as the "death wobble," which has jeopardized my safety on multiple occasions.I brought my truck to your dealership's service center approximately one-four months ago to thoroughly examine the issue. After a comprehensive evaluation by your master technician, it was confirmed that the truck is currently undrivable due to this alarming problem. Given the severity of the situation and the potential risks involved, I am compelled to promptly contact you to find a resolution.As a responsible vehicle owner, I prioritize the safety of myself, my passengers, and other road users. It deeply concerns me that the truck I purchased as a reliable mode of transportation poses such a significant threat to my well-being. The "death wobble" episodes have occurred under normal driving conditions, and I have found myself in terrifying situations where I feared for my life.Given the urgency of this matter, I request your immediate attention and assistance in resolving this critical issue. Please understand the gravity of the situation and take appropriate measures to address it promptly. Therefore, I request that you arrange a meeting or phone call with someone in a position of authority or expertise who can effectively assist me in resolving this matter.I believe in open communication and trust, and I am confident we can work together to find a satisfactory solution. I eagerly await your prompt response to discuss further steps to rectify this situation and restore my faith in your dealership's commitment to customer satisfaction.Thank you for your attention to this matter, and I look forward to hearing from you soon.

  

  Business Response

  Date: 07/06/2023

  **************** did come to our service department and met with our Shop ******* about a condition he described as a "death wobble".  Our ******* did a road test with him and explained that what he was feeling was the transmission downshifting (as it does on all Tacomas) and wobbly ride because of the oversize aftermarket wheels that he added to the vehicle after purchase but did not change the size of the tires to accommodate the oversize wheels, which does cause the ride to be wobbly.  We detected no defect with the vehicle.

   

• Initial Complaint

  Date:04/25/2023

  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.

  March 4, 2023 $34,419.38 pay off of the vehicle I traded in the dispute is that the salesman said he got the payoff on my vehicle and that the deal was good to go. But come to find out the salesman or dealership neither one called and verified a ten day dealer payoff.So the dealer payoff was $7139.82 more than my personal payoff. So to months has passed and they still havent paid off my trade in and are requesting me to pay the $7,139.82. So now im stuck with two vehicle payments and only have possession of only one of the vehicles.I have tried to contact the dealership GM and the Sales manager threw email and phone calls with out any response.Dealer number: ****** customer number: ******

  

  Business Response

  Date: 05/03/2023

  The vehicle has been processed to be paid off after confusion with VW Credit regarding a difference in pay off.