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:06/29/2025

  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 am filing a formal complaint against [Dealership Name], located at [Dealership Address], due to concerning and repeated unethical business practices involving price manipulation, lack of vehicle condition disclosure, and misrepresentation by management.This dealership has a pattern of promoting sales events with discounted pricing, yet consistently inflates vehicle prices days before the advertised sale, making the promotions misleading and effectively invalid. This manipulation appears to be a deliberate tactic to draw in customers under false pretenses.Additionally, they have shown vehicles without disclosing known damages or prior issues, only for such concerns to become apparent upon closer inspection or after the sale discussion has progressed.Whats most troubling is that a manager at the dealership blatantly lied, stating they do not operate on a commission-based system. This was later contradicted by multiple staff interactions and behaviors clearly influenced by sales commission motivations. This kind of misrepresentation adds to the lack of transparency and further erodes trust in their operations.I am requesting that this matter be investigated thoroughly and that the dealership be held accountable for these deceptive practices. I am prepared to provide supporting documentation including screenshots of vehicle listings, communication records, and more if necessary.

  Business Response

  Date: 06/30/2025

  Hello **** ,

  good morning my name is ****** I am the Customer Relations Manager for ******************** . I have recieved your BBB complaint and I will let our Sales managment team know and have one of them reach out to you to address your concerns . Pleae allow sometime for the follow up as we will have to do some reasearch on this . Thank you so much have a wonderful day 

• Initial Complaint

  Date:05/16/2025

  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.

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  On 5/22/25, I received a phone call from the ** ***** ****** at Crown Toyota in Ontario, CAhe invited me to come back to the dealership to rectify this complaint. His main concern was to make me happy customer and I was very happy about that. He offered to get me into a better car, fix the car I was driving or buy my car back.  As you can see from the photo Im a Very Happy CustomerI drove off in a brand new car. I was Very Pleased with the ************************ provided to me that day by ***** and his Salesman ******** *******.  I had a Wonderful Experience at the dealership this time and Im over the Moon with my Beautiful car.  The ** had a product person by the name of ****** sit with me and show me how to use the features on the new carand adjusted my seat in accordance with the air-bag deployment for my safety. I appreciated the ** doing that for me.
  Im very pleased how the dealership handled this matter and satisfied my complaint.  I would definitely recommend them and return as a Happy Customer again.

  Im Happy to announce this matter has been resolved!!

  Sincerely,
  ******* *******
  
   

  
  me the ****** report. I did go back to the dealership, a few days later, regarding some molding on the driver side that needed to be glued and the broken fob for the car. The sales manager (****) said we cant help you, because you bought it As Is. As I drove away I felt helplessfrom my encounter with the dealership Sales Teamthe car was now my problem. Since owning the vehicle I have water leaking into the cargo area, when it rains or when I get a car wash. Last week, on 5/9/2025, I decided to call Crown Toyota and asked if my car had been in an accident. I was sent a link to ******. There it wasan accident on 9/27/2019, to the rear-end of the car and to my surprise there was an Open Recall dated 11/1/2023 for a Safety/Fire Hazard regarding the 12V battery. Ive been driving around for a year in a damaged car with the grandkids and with a fire hazard waiting to happen! Im a disabled senior looking to buy a Safe Car for my Precious Cargo, instead I bought a Lemon!

  Business Response

  Date: 05/22/2025

  Hello ******* ,

   

  good morning my name is ****** I am the customer relations manager for ******************** . I am sorry you are going through this with your vehicle . I will disscuss this with our sales managment team and one of them will be in touch with you to go over all the details . Please allow 24 hours for the follow up call as this can take time to research . We will do our best to come up with a resolution for you if any . Thank you .

• Initial Complaint

  Date:04/14/2025

  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.

  I bought a 2022 Toyota Sienna in October 2021 at ********* Toyota Dealer. I did the first maintenance at the Ontario Crown Toyota dealer on May 9, 2022. By the way, the reading lights in the car did not light up when the car door was opened, and the gap with the rear trunk door was not aligned. The staff who received the vehicle told me that they would charge for this situation. I reminded them more than once that I just bought a new car, and they said yes and insisted that I had to pay these fees. I said that I thought that in this case, I did not need to pay, it should be caused by defects in vehicle accessories and assembly process. In the end, they gave me a bill for a total of $365.11, and I could only sign and pay. After that, I also called the telephone customer service of this dealer to complain, and they still insisted on charging. However, I asked about this situation in other dealers, and other dealers found it incredible that new cars are free of charge for inspection and claim repair during the warranty period, and the owner of the car does not need to pay.

  Business Response

  Date: 04/18/2025

  Hello good morning my name is ****** I am the customer relations manager for ******************** of ****************** . I apologize for the inconvenience I would like the oppertunity to speak with you directly regarding this matter and work on a resolution together . Again I sincerly apologize for the inconvenience and I will reach out to you soon . Thank you so much ! 

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 father came in yesterday 6/24/24 and purchased a 2016 Toyota Tacoma. He put $3,000 down. He has dementia, he had no authorization to purchase a vehicle. The process of getting his license revoked has already been submitted by his doctor. I called this establishment to ask what the protocol was for a return. I spoke with a manager named ****, he advised me that they wouldnt sell a vehicle to someone who seemed a little off as it is illegal. I advised him that he is not in his right mind and has been experiencing many episodes lately. He then said he would transfer me to the sales person that sold him the cars manager. I was not transferred. He put the phone down and I heard everything that was said. He was speaking to another salesperson saying yeah the guy with the pee bag yeah yesterday, the one who wasnt all there. (My father has a catheter, he is sick) He rushed to the phone and said, ****, are you still there? I then shouted, Of course Im still here! He hung up the phone quickly before I could say another word. Word for word, he acknowledged that he wasnt all there. This business sold a car illegally and without consideration of his mental well being. I have attached his doctors note below.

• Initial Complaint

  Date:11/19/2023

  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.

  On 10/3/23, I submitted a good faith deposit to hold a vehicle once it was built and arrived to their dealership. It arrived 11/17/23. I was informed only a few days prior that once the vehicle has arrived, I will have 36 hours to purchase it. I received approval on 11/17/23 from the general manager to go and purchase the vehicle on 11/20/23. On 11/18/23 they sold the vehicle to someone else. They did not inform me prior that I would lose the vehicle. They did not inform me that my deposit was worth nothing. They did not even call to tell me it was sold. I called on 11/19/23 to confirm our meeting for 11/20/23 and thats when they told me it was sold and they cant do anything about it.

  Business Response

  Date: 11/27/2023

  Our sincere apologies, deposit was refunded and a goodwill check of $250.00 was provided to customer for the inconvenience.

   

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 am rejecting this response because:  
  Crown Toyota is not given an explanation on how they came to not at fault determination.  No photos or videos were provided that would indicate that incident did not occur in their facility. The ****************** made such determination on a 3-minute review when I was contacted by phone after I left their facility. I can provide phone records of such fact since I know they have cameras showing the exact time I left their facility on such day when I came to showed them the damage.  And that is beside the point that the supervisor was rude and not in a meeting as I was told.  Lying to customers does not make sense in any situation and it does not show good faith on their part.  Please provide some kind of proof that the damage did not happen in your facility.  That is what I have been asking from the beginning of my complaint.  

  thank you in advance for your attention to this matter. 

  
  p and within 3 minutes of leaving the dealership a lady by the name of ************* last name said she was the ******* Department Supervisor and she had already looked at all the facts and she determined the scratch did not happen there. I asked her if she had some kind of proof since it only took her 3 minutes to speak to everyone and come to her conclusion. She was very rude and we ended the conversation. During the month of August 2023, I left a couple of messages for another supervisor to call me back, but no one did. On September 7. 2023, I finally called the Toyota **************** at ************ to ask for assistance. A lady took my concern and told me she was going to escalate it. At 4:42pm the same day. I got an email from *********************** from Crown Toyota Dealership which read as follows:Hello *****,We have received your Toyota case our records show your concern has already been reviewed and addressed with the ******* department management team.It has been determined that our service team did not scratch your vehicle inside passenger door panel. Best Regards,*********************** Crown Toyota ************************************ ************ Once again, this message had no explanation on how they got to their determination which was made in a total of 3 minutes, neither provided it any kind of video or photos as proof that the scratch in the inside of my vehicle was done in their facility. I paid 62k for this vehicle and I pride myself on taking very good care of my vehicle. I also own and have owned 4 Toyota vehicles, so I am a faithful client of this care maker. I am very disappointed with the customer service I have received at ******************** Dealership and their careless way of taking care of my issue and denying any fault without providing any solid proof.

  Business Response

  Date: 09/21/2023

  The ****************** team reviewed guest's concern and determined Crown Toyota is not at fault.

• Initial Complaint

  Date:06/17/2023

  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.

   I am rejecting this response because:
  
  
  It is not under warranty. however they said replacing it might not fix the problem and they will have to charge me another $195 diagnostic fee to find additional problem relating to the Hybrid system failure. so i have to pay $195 on each additional diagostic and the diagnostic fee doesnt go towards the repair fee. how would anyone have the car fixed there if there is no guarantee the fix and more charges on that crazy diagnostic fee?? so i took the car back and took to another Toyota, Claremont Toyota, they told me the same thing that if something not related to Hybrid system then they would charge me $165 diagnostic fee but they only charge one time till they find the solution. They also guaranteed the work for one year and wont charge me another diagnostic fee if the repair is not fixed. In addition to that the diagnostic fee would go towards the repair fee. Not adding on like Crown Toyota. I would have my car fixed at Crown Toyota if guaranteed the worl and the diagnostic fee goes towards the repair like Claremont Toyota. I would like to get the money back from Crown Toyota for their shaddy business. As you can see in the invoice, Claremont Toyota only charged me $299 for the repair of oil pressure switch but Crown charged me $321 plus $195 diagnostic fee and another $195 diagnostic fee for another precollision light on that came up with the Hybrid System malfuntion plus the repair if found the problem. please tell me if you would have your car fixed at Crown with untrusted techinician andservice adviser.

  e oil sensor switch, $315 to replace and second they have to charge me another $195 for collision warning and its not guaranteed that it would be fixed. why is it not under the Hybrid system failure warranty that Toyota is supposed to cover and have the solution for me. they kept saying stuff not related to Hybrid which the screen said Hybrid system failure. please help. they are not honoring the warranty stated on their Toyota website. i would like the $195 diagnostic back plus fix the car according to warranty.

  Business Response

  Date: 06/22/2023

  Unfortunately, the oil pressure switch is not covered under the
  hybrid system. 

• Initial Complaint

  Date:05/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 June 2, 2022 I paid a deposit of $1,000 for the Toyota Senna, the business promised me 3 to 6 months to deliver the car, my sales name was Ana and her manager kept delaying me with the excuse that there was no car. I only want a white Toyota Senna xle, several times I saw their official website that I need a car but I have not been able to line up and the sales lied to me that they do not have a Toyota Senna. This has been bothering me for a long time so I decided to complain to bbb today and I hope the business will apologize and solve my problem. I have the deposit receipt as well as the chat log with the sales and the manager's phone records.

• Initial Complaint

  Date:01/19/2023

  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.

  January 11,2023 I brought my Toyota Tundra 2014 for rear left side door check up. Crown Toyota charge me $195.00 just to check it. Than they said a nut is missing so I need a new Door Check. They’ve only one nut missing and the other needed tightening. They said it would cost $333.01. Stating they must change the whole thing. Because they don’t have a nut. A nut cost .25 cents at a hardware store. And they didyeven look on my mat. I found the nut and tighten both nuts and the door works with no issues. Than they said I need a battery replacement cost $222.77. Than they said I need Brake Fluid exchange Service because the fluid is dark brown. Cost$199.95 Than theRFI induction system cleaning cost$202.37. Total $1153.10 My truck was checked Les Schwab battery check hood. Brake fluid checked clear plus the put new tires on. EFI checked Riverside Toyota and other work done in Las Vegas Toyota. All I want back is the $195.00 back from the miss diagnostic. Look at rear passenger door. The service advisor goes by two names PJ and Pedro Mora the service manager won’t call me back regarding this situation. Hoping I just go away. I explained my situation to PJ -Pedro Mora if this is his real name. His manger is a woman.

  Business Response

  Date: 01/19/2023

  All services presented are due on this vehicle for mileage
  and time.  Regarding the diagnosis, customer agreed to the fee at
  time of write up and even signed adjacent to that estimate (see copy attached) and
  explanation.  Crown repairs vehicles to Toyota standards and are required
  to provide all recommendations following an inspection.  We do not
  entertain other shop recommendations and or advisement.