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:08/30/2023

  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 had bought a 2015 ****** WRX at AutoNation Toyota Scion Arapahoe, I do not have a year with this car and I have been having problems with it since day one. The same night I had bought it the stereo stopped working completely. The screen would freeze up and I couldnt touch anything on the screen. AutoNation did address that issue. A week after that the car wouldnt turn on. It wasnt until I looked at the battery and noticed they did not connect the battery properly, I had to tighten the battery and left it at that. A couple months later the car started pulling itself forward very aggressively and would turn off when I come to a complete stop. And now the car does not want to accelerate when I am at a certain speed. I had token the car to them so that they can look in to it and they told me I need to go to a ****** dealership as they would know how to fix the car better. Right now my car is at a ****** dealership getting the issues looked at. AutoNation Toyota Scion Arapahoe never let me know the car had any issues.

  Business Response

  Date: 09/06/2023

  After making contact with *****************, we determine she has an extended warranty to help with the repair on her Subaru.  Since she is outside of any warranty that we offer on her vehicle, exceptions to the coverage of the repair would need to be address with warranty company.

   

• Initial Complaint

  Date:08/08/2023

  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.

  Purchased a 2020 mustang on 04/22/23 @ 9:11 pm, as we were escorted to our car, the sales rep handed me one key and said there is not a second key, this was never disclosed before, I recently found out they didnt give me a Administration key which unlocks all the cars full features, what they did give me is basically a Valet key, with restrictions that cant be changed without the Admin key, I also found out thats a ****** key from ***** and the car has to go into the service department to get programmed. I did talk to a **** dealer, they told me the car shouldnt have been sold to me without the Admin Key, I have made numerous calls and a Email to my sales associate *******************, and voicemail to sales manager *******************, ***** is the only one I was able to get on the phone, he informed me the car was sold as is, though it did come with a warranty, and I even purchased a extended warranty, along with gap protection, he also asked why I just recently found out the car has valet restrictions, well no one ever went over anything in the car with me, it didnt have a owners manual, I had to order **********. ***** told me they sell Toyotas at their dealership, and how would they know it didnt have the Admin key, he also added if I remember right we gave you a great deal on the car, which I replied, I paid your advertised sticker price. I feel if they are a competent used car dealer, this should have been addressed prior to the car being sold, had the car only had one key, and it was the Admin key, this would be a whole different story.

  Business Response

  Date: 08/15/2023

  We have spoken with our customer and he understands and agrees that the car was sold as advertised and we did not misrepresent the vehicle during the sale process. Nothing further is requested by the customer.

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20442760
  
  I am rejecting this response because:
  I spoke with *************************** the *** and not at any time did I mention or agree that they were not in the wrong, as a matter of fact, he agreed to buy me the administration key, and he told me someone would be contacting me that day to get it handled, soon after he posted a complete lie to BBB, he however did make the same comment to me as his salesman did, How would we know the car needs a administration key, we sell Toyotas well Bill, this is something **** has been doing with their cars and trucks for at least 8 years that I have read, and guess what, your Dealer has chosen to sell used ****s, so maybe try learning about the used cars you are selling, and stop use it as a excuse. Also if your sales men werent trying to mislead me, why then did they wait to walk us out the door, then let me know they only had 1 key, the moment they found that out, they should have walked over to where we were signing paperwork and said something, instead they let the deal get finished. ********** will also remind you my car with out the Admin key has all kinds of restrictions on it right now that cant be removed, its like I bought a lemon, 
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:06/28/2023

  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 car in to be looked at because the radio had stopped working. It turned on, but no sound could be heard. My husband didnt want me to take it in but I paid for an extended warranty and did not want to void this warranty. Plus I paid for it so I thought I should use it. They told me the whole harness to my car needed to be replaced becasue of water damage. Warranty doesn't cover water damage. Turned it in to my insurance to see if they would cover it. When the insurance adjuster went to look at it he called and told us there was extensive water damage due to the sun roof being left open and now my car was totaled. The cup holder was full of water and the company did not bother to let us know. Not only was the sup holder full of water both the front and back floor boards were soaked to the touch. Now I am out of a car and I cannot get the company to call me back to find a solution. I have called 7 times over the last week, left a few messages, and nothing back. No accountability. ***** our service tech was amazing and apologized about the water damage but said it was a problem above his paygrade. He gave me ******************* number the assistant service manager card but he hasnt returned any of y calls.

  Business Response

  Date: 07/06/2023

  Dealer is currently working with the customer and the customer insurance ********************** to determine the next steps. will update.

• Initial Complaint

  Date:04/26/2023

  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 have been the AutoNation customer over 5 years. In April *********. I bought my 5th vehicle and traded a vehicle with this business. I told the finance not to run my credit with any other banks(only run Toyota ********************* I have been told I was approved with Toyota finance and they would run the credit with any other banks. Sales person and finance mentioned me that I was approved with Toyota Finance early in the afternoon. Later in the evening they invited me in the finance room with ****. She was trying to force my wife and I to buy $7000 worth of warranty and maintenance packages. When I denied to buy packages, she said I am not approved with Toyota Finance and she checked with ******* and get me approved. She also checked with couple other banks without my permission. I kept asking her to provide me the disclosures and refusal letter from Toyota finance and other banks, she is not proving me any of the documents. She is being very rude on the phone and harassing me. I had the pre approval letter from Toyota finance before I headed into the dealership. She misguided me and mislead me. In addition that without my permission she ran my wifes and my credits with several other banks. She violated my rights.

  Business Response

  Date: 05/08/2023

  We have been in communication with Mr ************ over the past 2 weeks regarding his dissatisfaction with his recent purchase.  Appropriate actions have been made to resolve his concerns and based on our last communication, he is not requesting any further action from the dealership. 

• Initial Complaint

  Date:04/05/2023

  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.

  Purchased a Toyota Camry TRD from Arapahoe Toyota on 12/31/21. In December of 2021 I discovered the bumper was protruding where it should have been flush. **** miles on car at that time. On December 8th 2021 took car to dealer to correct problem. Dealer wrote "Clip found in bumper guide, bumper skin found broken, removed and reinstalled clip into broken eye of bumper skin". No mention of my fault. No charge as it was under warranty. Early March 2023 bumper protruding again. Took car to dealer on March 29, 2023. Dealer stated "damage to bumper under side which put pressure under the bumper and popped it out of placed. Installed new clip, Bumper is still broken where clip goes". Charged me $79.60 and will not repair under warranty. My contention is bumper was not properly fixed or replaced in Dec 2021. So to say scrapes on underside of bumper as reason to not replace bumper is moot point. Should have been fixed or replaced in Dec. 2021. I also contacted Toyota. They stated they talked to dealer and will go by dealer decision. I can provide written invoices that were given to me by dealer quoted above.

  Business Response

  Date: 04/07/2023

  Attempted to contact customer multiple times using the phone number provided. Left 2 voice messages. one on 4/6/2023 and one on 4/7/2023. Dealer attempted *********** before on bumper clips in December of 2021. This was not a warrantable concern at that time either. Dealer sent pictures of customer concern to the manufacturer and was denied coverage by manufacturer. This is not the dealerships decision to cover this item under the manufacturer warranty.  Trying to contract customer to get additional pictures and information to send over to the manufacturer in attempt to get coverage for the customer once more.

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19900658
  
  I am rejecting this response because:  Still in some discussions with Toyota. AutoNation dealership deferred to Toyota Headquarters.  So far they have rejected my warranty claim. I still feel like my claim is valid.  I will not sign off on it being resolved.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/15/2023

  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 purchased a 2023 Toyota Tundra and was quoted the interested rate of ****% for (with documents signed by the sales manager and myself). I was rushed through an online finance process using a tablet at closing hours. The interest rate was change to ****% without my knowledge. I also placed a $10,00 cash down, which was not applied to the balance of my loan in which they financed my vehicle. Where did my $10,000 down payment go? Why was I not notified in the 1% finance difference during signing? No one has returned my calls and now the secretary answering the phone hangs up on me.

  Business Response

  Date: 04/04/2023

  We have spoken with the customer and addressed all of her concerns. There appeared to be a misunderstanding on the loan details, however after reviewing all the documents, the only concern that remained was that she wanted to be able to refinance without a prepayment penalty.   I confirmed with the customer that there is not a penalty for paying off her current loan early and financing with a new lender.  She will be reaching out to us directly if there are any other unresolved issues. 

  Customer Answer

  Date: 04/04/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/17/2023

  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 bought a used *************************************************** October of 2022. I have had issues with this car since the very moment I got in it to drive it off the lot. Started with the **** system, to the breaks, to an electrical problem. I have had my car in the shop 10 times since October of 2022. Toyota sold me a used car with MANY issues, including safety issues. The car will be on the highway and all of the sudden lose power steering and rip the steering wheel out of my hand. It has been in many times for this issue. Toyota says they have no fault in selling this car with all of these issues it has. How can they sell a car that has issues from the date of purchase and not take any accountability for it?

  Business Response

  Date: 02/24/2023

  ****************** seemed open to the possiblity of trading-in her current vehicle for another vehicle.  We are in the process of presenting an offer to her.  The complaint has not been resolved but is in progress.

   

  Customer Answer

  Date: 02/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me, but not completely.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/28/2022

  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.

  On October 31 I purchased a 2023 Highlander. When I signed for it the week before I declined 'appearance protection' as evidenced on emails received from and sent to salesperson ***********************. When I went to pick it up and sign on financing, the finance employee, *****, added it and at $1,300, twice the price first proposed, without telling me at all. I signed the dozens of pages trusting that nothing was sneaked in without my consent. I caught it the next day and contacted the sales person and the finance employee and requested it to be refunded to my loan. ***** denied my request under the argument that 'the protection had already been applied to the vehicle'. It is irrelevant if already applied if I had explicitly declined it.

  Business Response

  Date: 12/02/2022

  We have spoken with ************** and refunded him fully for the purchase of the 6 year Appearance Protection Policy.  There was a miscommunication regarding the policy and pricing and we were happy to refund ************** immediately upon learning that he was not satisfied or interested in the protection product.  

• Initial Complaint

  Date:11/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my wife went to pickup my kid from school today and when my kid wanted to open door the door handle broke. i purchased my vehicle back in March of 2018 and it was used and per recommendation of the finance person at the time i purchased a bumper to bumper warranty against damage and possible breakage until the vehicle is reached ****** miles. my vehicle is only around ****** miles right now and when my wife took the vehicle to the dealership they refused to cover it under warranty. when she asked why? they replied that door handle is not covered. isn't door handle part of bumper to bumper and they said no and it is wear and tear. i never had a vehicle that door handle just breaks internally. apparently it's a defect. this is the third time i had warranty issue with this location. last time they tried to make me happy over a $25 rotation covered in a maint agreement i had at the time and it's been 1.5 years a and still not been paid on that. it seems this location false advertises about their warranties. when they sell them they promise the world and when it comes to honoring them they fold. since they are not honoring their end of the bargain, i'd like for them to refund my extra warranty i paid all these years and every time they refused. or they can honor it and fix my door handle FREE of charge.

  Business Response

  Date: 11/28/2022

  We have spoken with ********************* and reviewed the Toyota ************************** Agreement he purchased with us.  His policy clearly expired on 3/26/2021 and his claim is for a wear and tear item that is not covered under any protection policy our dealership offers.  However, AutoNation has made arrangements to repair the door handle at a cost of $100 as a courtesy to the customer.

• Initial Complaint

  Date:11/05/2022

  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 Saturday October 8th, I went into Autonation Toyota Arapahoe and spoke with *************************, a salesperson there. I was there to inquire about a new ********-built Toyota Rav-4 hybrid. ***** told me that there was a Rav-4 hybrid that had already been produced in ***** and was in the process of being shipped. I agreed to buy this vehicle and gave them a $1,000 deposit on it with my credit card. However, when I provided the *** to my auto insurance agent to get a quote, he informed me that it wasnt a valid ***. When I contacted Toyota of America, they informed me that it was a pre-production *** for a Rav-4 hybrid that had not yet been produced, but would be built in ********. I requested a refund as this is not the information I was given when I entered into the deal, and not the vehicle I want. ***** acknowledged providing me false information but refused to refund my deposit when I requested a refund on October 25th. On October 27th I called and explained the situation to *****, one of the sales managers. He said that they would review it and call me back. I have since called on 10/29, 10/31, 11/2, and 11/3. I was told on 10/29 by ***** that I needed to talk to *****. Every time I call and ask for Misha, I am transferred several times then nobody picks up the phone.

  Business Response

  Date: 11/11/2022

  ************** was refunded for his deposit on 11/4, and it was processed by 5pm the following business day 11/7 after we were able to confirm his cancellation request.  It was communicated to management that it was imperative for him that the requested vehicle was built in *****.  Upon the realization that the original vehicle was not going to meet that condition of the sale, we attempted to find an alternative vehicle that would be built in ***** and still arrive before his deadline, of December 14th.  After a few days of failing to find a suitable alternative, AutoNation Toyota agreed there was no other resolution other than to refund the deposit.

  Customer Answer

  Date: 11/11/2022

   
  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,
  
  *******************