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:06/17/2024

  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 took my Tundra 2023 for oil and filter and driving back home engine was knocking, I bring back to the dealership and they did not want to fixed because Warranty doesnt cover according to them, theres a recall for this vehicles and now I would like to get my truck back.

  Business Response

  Date: 06/18/2024

  Dealer worked with Toyota corporate on getting engine replaced. Toyota denied the claim due to lack of maintenance records and oil changes. customer states that shouldn't matter.  Dealer tried to assist customer with pricing and or trading the vehicle in. Customer did not feel they should have to pay for anything regardless of what the manufacturer decided on. Customer threatened dealer and stated he would take to another dealer to get it covered. Another Toyota dealer denied the claim due to what Toyota already decided. Tried to get customer to pick up vehicle, and customer ignored all communication. after months on the lot with no communication, vehicle was towed.

• Initial Complaint

  Date:06/09/2024

  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 new car from this Toyota dealership and the salesperson did not tel me the initial tires on the vehicle were only rated for ****** miles unlike MOST standard tires on vehicles that last *****k miles. *** salesperson should have been up front and honest about the rating of the tires from the start.

  Business Response

  Date: 06/10/2024

  We spoke with ******************* and appreciate her feedback on some potential best practices in the future. ******************* had no other issues to be resolved.

• Initial Complaint

  Date:05/14/2024

  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 have a 2022 Highlander. My first oil change was performed at Toyota Nation when I lived in ********. I moved to ********, ** in June of 2023. My next oil change was performed by Village Toyota of *****************, ***, on Oct, 11 2023. When Village Toyota changed the oil they informed me that the oil pan bolt had been over torqued and that the pan threads were stripped and came out with the bolt. They told me the pan would need to be replaced but that they were able to get the bolt to torque this once, but it would only be good for this oil change. At that time their service department attempted to get authorization from Toyota Nation to change the oil pan. They gave up after about 20 minutes when several attempts to reach your **** failed.They advised me to contact Toyota national customer relations, which I did. They contacted Toyota Nation. I received a voice mail the next day from *****************************?. I returned his call the next day and left a voice message. I then returned his call another 10 times over a 3 month period as well as leaving messages with other associates 3 or 4 times that said they would give him the message directly. Last month I contacted Toy national again and explained my situation. They assigned a new case number but had a record of the original complaint. They contacted Toyota Nation again. I received a call form ***************. He said he would get it taken care of. Ten days later I had heard nothing. I called *************** again and he said he had advised a manager and thought it had been taken care of. That was on April 29th. I have still not heard from Toyota Nation. Today I called Toyota National CS and advised them again of my lack of success. They were able to contact a manager named **** in Toyota Nation sales. He gave me your contact information.I have provided both Toyota National CS and Toyota Nation copies of the Village Toyota service report showing the damaged oil pan report. My Highlander is now past due for its next oil change and I am still trying to resolve this issue.After 20 some attempts to contact Centennial Auto Nation I have received no response.

  Business Response

  Date: 05/14/2024

  Hi, after speaking with ****, we had asked that the Toyota dealer in ******* to send us an estimate of the repairs needed for us to review. AutoNation Toyota has not received that estimate in order to review, approve, and process payment. We please ask that the consumer or dealer in ******* provide that estimate to move forward.

  Customer Answer

  Date: 05/15/2024

   
  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, as long as everyone follows through as offered. Finally after 7 months I have received a response from Auto Nation with a willingness to rectify the issue. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/19/2024

  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 am writing you with regard to a purchased 2015 Jeep Compass FD183373 from Autonation Toyota Arapahoe in April 2022. From the beginning, the 2015 Jeep Compass has had numerous repetitive mechanical issues. I have been informed by several reputable auto repair services my current mechanical failures are a result of numerous, combined past issues.A new motor engine is required to continue driving the car, A warranty from Autonation Toyota, Assurant Warranty, is current, on the vehicle. Assurant Warranty is giving me and the auto repair service shop the runaround, and not honoring the necessity in a timely fashion, the replacement of the motor.The vehicle in question is used for my employment and is a requirement for my financial well-being.Therefore, I want to share my story: I have detailed documentation to verify the needed to resolve said mechanical issues. Sincerely, an extremely stressed customer, *************************.

  Business Response

  Date: 04/23/2024

  We have scheduled an appointment for ***************** with our ****************** to access the complaint.

  Customer Answer

  Date: 04/30/2024

  Reference:  Complaint # ********
  AutoNation Toyota Arapahoe called within 4 days.  They honored my requests for testing my 2015 Jeep Compass vehicle.  ***********************, the reconditioning manager, performed engine diagnostics on my 2015 Jeep Compass per the problems that have been repeated. Their tests showed no concerns of the engine deteriorating. 
  To make sure this issue is resolved, **** recommended to monitor and return the vehicle to their service department if the overheating reoccurs.   
  I want to thank *********************** and everyone at AutoNation Toyota for their support in assisting me, *************************, with the issue to resolve my essential mechanical needs.
  Sincerely,
  *************************
  Attachment: AutoNation Toyota Arapahoe Invoice *******

• Initial Complaint

  Date:01/22/2024

  Type:Order 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 RAV4 Hybrid 11/4/23, at the time of signature Hunter said the printer was not working, and he would email the contract copies later that afternoon; the tablet only provided a signature space and no contract information. I signed dozens of places trusting nothing was amiss but products were added without my consent:Appearance product $1359, which we specifically declined at signing Dent product$1269, orally confirmed w/Hunter salespersons price quoted to us as $469.Windshield product$1673, orally confirmed w/Hunter salespersons price quoted to us as $999.****** said the only option was to initiate a cancellation of these fraudulent amounts added to our contract, which I did with proof of payment in full of the contract with Toyota Financial. Product cancellations emailed me indicating they sent a check on 12-01-2023 to Toyota Financial in the amount of $1269. On 1-13-2024 I received that check from Toyota Financial endorsed over to me. My bank will not cash this check, and the check was dated 12-21-2023. I had already re-titled the vehicle in my name and Toyota Financial released all interest in this vehicle with a notarized title release on 11/29/2023. Auto Nation product cancellations has not acknowledged release of the other $1673 or $1359 fraudulent charged me. The *************** of ********* received a check ($3,895.96) from AutoNation Toyota **********, **, too much for the actual sales tax of $3,819.54. Manager, ************************* *******************), attempted 3 times to reach AutoNation Title leaving 3 messages 12/20/23, 12/26/23 & 1/3/24 with no response. I paid the sales tax to license the vehicle 1/3/24.I am out-of-pocket and have not received monies due me of $8,196.96. I should also be refunded the extra sales tax charged on the products included in the finance contract and interest on my non-refunded monies. These payments should never have happened and I still have no concrete answers from Toyota AutoNation.

  Business Response

  Date: 02/05/2024

  We have been in communication with the customer.   Due to a few issues with the timing of the customer paying off the loan at the same time as ** processing a refund has complicated matters.  Refunds have all been confirmed and we will be in communication with the customer this week to ensure everything is resolved.

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21180598
  
  I am rejecting this response because: I have no evidence that a check has been mailed for the correct amounts and the voice mail I received Friday from *************************** requested the one check made out to me in the incorrect amount of $3,681.84 be returned to them although previously in an email he said to cash the check.  Friday I left voice mails and today email to which I have had no response.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/05/2024

  This is the response I received just now from the dealership. Still no specific resolution with checks written to me or amounts.  Friday he wanted checks returned, now he doesn't. This is getting nowhere.  ******

  "Hi ******.  The challenge is that I am currently out of town in training.  I would not send back the check that is made out directly to you. I will be able to get a check for the difference sent out. I do not need the other check sent back either as it will be cancelled on our side.  Ill try to have somebody from the dealership send me the information. However, I believe most everything should be in process so that we can get you all of your money as soon as possible. I know this is frustrating for you and I promise I want to get this resolved.  Im back in town on Thursday but im fairly certain I can get information to you so we have a time frame on when you can expect to see the checks later today. "

  Business Response

  Date: 02/22/2024

  Please find copies of all cancellations and refunds.  The second half of ********************** tax refund check in the amount of $214.12 was already in process before we were able to upload her evidence that the lien was paid in full.  As a result, that check is made out to the lien holder and ****************** will be receiving that check from the lienholder.  If that is still not satisfactory, we are willing to get a check cut directly to ****************** for $214.12 upon receipt of the voided check from the lienholder. 

   

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21180598
  
  I am rejecting this response because: I have not received the reimbursement for the Appearance Protection of $1359.  The check for the additional sales tax should have been sent directly to me, as I have provided proof of payoff to the lienholder to the dealership last November 2023.  The lienholder will just send the check endorsed to me, which my bank will not accept, as they do not accept these types of checks.  I will have no way to cash that check ever.  This happened to the very first check they issued for cancellation of the Dingshield, which then took 3 months to get reimbursed by the dealership.  Therefore I will be forever out the $214.12 for the sales tax.  Additionally the dealership should reimburse me for lost interest on my funds especially for the sales tax paid, as their contract required me to pay Toyota interest on the sales tax monies to begin with.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/05/2024

  We have made multiple attempts to reach ****************** about options for the tax check refund for $214.12.  For the fastest resolution, we would require ********************** cooperation in returning our phone call so we can discuss what is needed to quickly reissue a check directly to her.  To our knowledge, the current check is in her possession and is signed over to her from the lienholder.

   In regards to the refund for the appearance protection, you will find a copy of our check issued in PDF CJ2. If this has still not been received by the customer, we will need to cancel that check and reissue a new one. ****************** can call us to provide instruction if that is what she would like us to do.  

• Initial Complaint

  Date:11/24/2023

  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.

  AutoNation Toyota Arapahoe failed to honor a prepaid service agreement.I visited this location on November 24th, 2023 for a scheduled ****** mile service for my 2019 Camry. The Camry is covered by a ********************** package to ******* miles with a 72 month term, and a prepaid maintenance plan through ****** miles with that same term. The agreement number is T1E02105131RTE. The vehicle VIN is *****************.Representatives of AutoNation Toyota Arapahoe not only failed to honor the agreement, but attempted to gaslight me into believing the agreement had expired and that I had previously paid for regular maintenance at AutoNation Toyota Arapahoe. In fact, I had visited this location in 2022 for regular maintenance which was covered under the same extended maintenance policy listed above. When representatives started reporting historical service at this location at times when I did not live in ********, it became clear that the failure to honor the agreement was intentional.

  Business Response

  Date: 12/01/2023

  We have been in communication with the the customer since his original visit and we were able to verify that he does have an active prepaid maintenance plan that was purchased through a Gulf States Toyota dealership.  He is scheduled to have his vehicle in our service department next week.  All issues involved in the customers original complaint are resolved at this time.

  Customer Answer

  Date: 12/11/2023

  The business has resolved the complaint by honoring the original service agreement.

   

  Thanks,

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

• Initial Complaint

  Date:11/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my truck to Auto Nation Toyota on July 5th, to have the battery and the driver side rear tires replaced. After bringing the truck home couple days later we parked the truck in the driveway and it has been there until we had used the truck Saturday November 18th. To go to Lowes to pick up some lumber for our fence. When we opened the rear rail gate we noted that ther are two holes where two rear custom speaker were and that are gone. We havent been in thr back of this truck until now and these speaker are missing. I. **** out to Auto nation and told them about this and they claim this could have happened while the vehicle was parked in my driveway. I advised that I have cameras that cover the driveway and the truck has an alarm and this truck hasnt been touched or broken into while parked in our drive way. We would have known if anyway brok into this truck. The supervisor advised that they did no wrong and I know that those speakers were In the truck before taking this truck to them for service. I want them to replace these speakers and let w wry one know to beware of this dealership

  Business Response

  Date: 11/20/2023

  Contacted customer - 11/18/2023. Explained to customer that this is not something that happens here at AUTONATION TOYOTA. we do not have a history of theft. we also have cameras placed in all working bays and surrounding lot which is why we have no reason to believe this could happen.  customer stated they would send something that proves that it happened here at this dealership. Still have not received anything as of 11/20/2023. Asked customer if it is possible that it was missing prior to coming in to our dealer and or after coming in to our dealer since it has been 4 months. Customer stated we are wrong to even ask that. At that time customer threatened to "blast" this dealership on every social media site and BBB. At that time is when our conversation was ended.

  Customer Answer

  Date: 11/22/2023

  I did not promise any evidence. After I explained what had happened to my vehicle, I was told they only kept  recordings for 90 days and there was nothing they could do because I of the time difference.  He (******)  didnt offer to check with workers or offer any understanding of my loss. Dont know if it was the fact that I am female or that I am a Black female .   

  Customer Answer

  Date: 11/30/2023

  There isnt any  more to add-to the complaint.  Auto nation is who they are and that is my opinion 

  Customer Answer

  Date: 11/30/2023

  There isnt any  more to add-to the complaint.  Auto nation is who they are and that is my opinion 

• Initial Complaint

  Date:11/16/2023

  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.

  Had the car looked at and the tire shop states that the tread is below safety inspection level of ********. I have tried multiple times to contact the Salesman ***** and his boss ******. I feel they should replace the tires with some that are above a safe level, While I am not asking for them to cover the cost, I also had a wiper blade that was torn down the middle.

  Business Response

  Date: 11/18/2023

  ********************** will see us this Monday on 11/18/23 to have his vehicle reinspected and we will provide a resolve pending the inspection of his vehicle. 

  Customer Answer

  Date: 11/25/2023

   
  Complaint: 20882730
  
  I am rejecting this response because: So, I showed on Monday to discuss and it appears the reason they invited me over was to prove that they were not in the wrong. They offered to replace the tires at their cost necause their inspection does not show they are below the federal guidelines. I asked ********************* to send the cost, which he did later that day. I reveiwed the cost against other tire shops and I can actually purchase the same tires for about the same. So I aksed **** how this was meeting me in the middle or how this was an offer to help. His response was "I will look into it". And once again, I have yet to hear back. I will restate, I believe they should replace the tires. I have had 2 shops look at the tires and they both sat they need replaced. It does not appear to me that Autonation is willing to do that or even offer to meet somewhere in the middle. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/07/2023

  The complaint has been resolved between the consumer and the dealer. 

• Initial Complaint

  Date:10/05/2023

  Type:Product 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 was interested in buying a new car with this company. They said I needed to pay $1000 in order to hold the car with a clause that said that if the bank rejected me I would get the deposit back. I paid the deposit and got a letter in the mail saying I got rejected. After multiple missed calls I finally got a response saying that she couldn't help me with the refund and that she had no knowledge of me getting rejected even though I showed her the letter. I have then contacted the *** several times but have not heard a response only from the secretary. No one has gotten in contact with me unless I have called several times. This company is trying their best to not respond to me and hoping that I would forget. I have tried talking with multiple people with this company and none of them can give me a clear response. At this point I just want my refund, an apology, and if possible for someone to check on their shady business practices.

  Customer Answer

  Date: 10/07/2023

  The issue has been resolved.

  Business Response

  Date: 10/11/2023

  We have been in contact with the customer, and in our conversation, we reviewed his signed non-refundable deposit form.  We also reviewed his signed agreement to purchase the vehicle and showed him his communication where he requested to cancel his purchase.  He was aware the deposit was non-refundable, however, his situation is unique, and we were able to reach an agreement to satisfy his requests. 

  Customer Answer

  Date: 10/12/2023

   
  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.
  Although they seemed reluctant to do so even though they themselves knew that the clause they made themselves entitled me to the refund, I am glad this issue is now resolved
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/25/2023

  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.

  I purchased a 2017 ***** Accord from: On 11/10/2022 After reviewing the Certified 125 point Inspection, it showed as nothing is needed for the vehicle. After several mechanics/second opinions, the car needs a lot more than what was stated in the contract. Tires had uneven wear pattern, I brought the car to a tire shop for a weird noise that is only heard on the highway and they advised me that I needed new tires after the Dealer inspected for this. After vehicle inspection it was noted that the tires had worn interior sides of the tires due to bad alignment. The tint on the vehicle was illegal, Car was sold to me this way, inspection report said the tint meets state requirements which it doesnt. Valve cover gasket was leaking, inspection report said no leaks.Antifreeze was tested for ability to freeze and the vehicle failed the test saying the Coolant would freeze at 32 degrees.The Passenger Mirror was broken, I did not find this out until was driving down the highway the mirror kept adjusting and I couldnt see I thought it was strange until one day the mirror popped off.The splash guard was supposedly repaired and replaced according to the inspection report, and the vehicle I got had no splash guard at all. In the report, it reports that the Rotors were machined and front pads were replaced. The rotors are warped and need to be replaced since there is shaking when the brakes are applied.I would not have purchased the vehicle. It is in writing that this vehicle has all green marks, not yellow, not red, ***** Marks on everything and states the vehicle is not even close to being in need for anything according to the inspection. Yet the car needed tires, coolant, valve cover gasket, a mirror, splash guard, and the tint still on the vehicle illegally. I was mislead and ultimately taken advantage of.I would greatly appreciate any help I can receive, If can take it back I would as I have been struggling financially due to this Dealership. Please help.

  Business Response

  Date: 09/26/2023

  We offered to buy back or trade-in ********************** vehicle as a resolution to the issue.  ****************** will contact us if he decides to do so.

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20653490
  
  I am rejecting this response because the remedy offered is significantly under market value, and I ultimately would be at a loss of over $6k on a 5 year old car. To drive it 10 months, with safety issues. 
  
  Sincerely,
  
  *****************************