Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/13/2025

  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.

  In February I brought my car in for service. Was told the transmission was the problem would take 2 weeks it was still under warranty. Yesterday May 12 went to A-1 to inquire about my car. Was told it won’t be done until June! 5 months to fix my car. They refuse to give me a loner car. I have been paying my car loan and rental car since February. I have a job to get to every day. It is absolutely unacceptable to have my car for 5 months. Please help me.

  

  Business Response

  Date: 05/19/2025

  To Whom It May Concern: 

  *** ********* vehicle came into our dealership on March 4th, 2025. He had complaints of the "Check Engine Light" be illuminated on his dashboard. We found that his transmission had failed internally. In order to correct the condition, the vehicle is in need of a transmission replacement. *** ******* has an Extended Service Contract that is covering the cost of repairs to his vehicle. The transmission was ordered on 3/4/25 but is unfortunately on back order from the manufacturer. To be clear he is not paying for the repair, it is being covered under his extended warranty. 

  We have expedited the status of the order and have informed manufacturer representatives. We have no way of making the transmission show up sooner in order to satisfy the customer. 

  It is also worth noting that *** ********* mother has made multiple negative reviews to online sites, making false claims about our dealership in attempt to tarnish our reputation.

  I do understand the frustration but unfortunately have no way of expediting the part to our dealership. 

  We cannot provide a loaner car to *** ******* because his vehicle is not under manufacturer warranty and his extended warranty will not pay for the rental for more than 5 rental days.

  Please contact me with any questions or concerns

  Daniel W******

  General Manager

  ###-###-####

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

• Initial Complaint

  Date:03/12/2025

  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 am reaching out regarding a frustrating and unacceptable situation with my vehicle repair and the rental car I was promised.
  
  When I scheduled my appointment on February 7, I was explicitly told by a representative that I would receive a complimentary rental while my car was being serviced, with the reservation handled on my behalf. Upon dropping off my vehicle on February 11, I was again reassured by a front desk staff that the rental was covered by Toyota as long as my car was in their care. However, when I arrived at **********, there was no reservation in the system. Instead, the ********** representative contacted my insurance, and the rental was placed under my policy. While this was an inconvenience, I assumed it would be resolved if needed.
  
  Now, after nearly a month without any updates from the body shop, I was informed by my insurance on March 10 that my 30-day insurance rental would end on March 12. I called A-1 to arrange the continuation of the rental, only to be told—by a new employee—that I was never entitled to a rental due to being at fault for my accident. This directly contradicts what I was assured by multiple A-1 employees before and during the drop-off process. It is unacceptable to provide customers with misleading information and then refuse to honor your commitments.
  
  They have taken nearly $9000 from my insurance on repairs at the shop, trusting that I would receive quality service and transparent communication. Instead, I am now left without a vehicle, scrambling to find a solution for my daily transportation needs—including getting to work in Hartford and ensuring my child has daycare transportation. I cannot afford to rent a car out of pocket due to this last-minute change.
  
  This situation is not just frustrating—it reflects a serious lack of integrity and customer service.

  

  Business Response

  Date: 03/18/2025

  To Whom It May Concern

   

  While I understand ***** frustrations about not having her vehicle back yet, I believe her frustration is directed at the wrong party. I personally spoke to **** last week on 3/12/2025 on the phone in reference to her complaint (she also posted a negative review online, which is why I was aware of her issues). I informed her that unfortunately we could not release her vehicle to her until payment from either herself or her insurance company has been received for services performed. I also informed **** that her lack of rental coverage days is determined not by A-1 Toyota but by her insurance company. I provided her with what I thought was the best method in resolving her issue by placing pressure on her insurance company to provide A-1 Toyota with final payment for the vehicle repairs. At the conclusion of our phone call on 3/12/25 **** and myself were on good terms, and I even offered to pay for 1 extra day of loaner car if she could get us payment by 3/13/25. I did this as a goodwill gesture in effort to satisfy her to some degree. At the time that I have received this complaint (3/18/25 @ 11:00am) we have notified **** that her vehicle can be picked up today because we have received proof of payment from her insurance company this morning. 

  When it comes to Insurance companies, and all other customer pay related services we cannot release vehicles without payment in full for obvious reasons. 

  I feel that at this time **** has changed her position on the dealership and was satisfied to the best of my ability. 

  Best

  Daniel W******

  General manager, A1 Toyota

• Initial Complaint

  Date:10/11/2024

  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.

  October, *0*4
  
  Toyota Dealerships in *********** *****, are not willing to provide me the car that is listed on the Toyota Website. I am trying to buy Toyota ***** **** ** base model (See weblink below), without any additional features. However, on their website they advertise that base model can be bought, but there is no way this model is available, as Toyota doesn't sell cars directly to the consumer and dealerships are NOT willing to provide me base model and even if I try to buy whatever model that is available with dealership they are not even agreeing to give me proper quote on their letterhead for any other vehicle as well.
  
  I am attaching my email correspondence with all the dealerships that I had made.
  
  Weblink for the base model that I am trying to buy:
  
  *****************************************************************************************************************************************************************************************

  

  Business Response

  Date: 10/28/2024

  as you can see in the email correspondence that the customer provided we did give him a quote for the vehicle. so im very confused as to his complaint. pleasse feel free to call me directly at ********** ext ***