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:04/20/2025

  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.

  Date of Transaction: December 31, 2024 Amount Paid: $55,293 (advertised/agreed price was $53,293)Vehicle: 2025 Toyota ************** CrewMax 4WD (VIN: *****************, Stock #******)Complaint Summary:Gerald Toyota of Matteson increased the agreed vehicle price by $2,000 without disclosure or consent. On December 30, I received a ******* offer from them for $53,293 with the specific VIN and stock number. I immediately called and confirmed the offer with sales rep ***** *****. I visited the dealership the same day with my attorney, traded in my vehicle, and both Ramzy and manager ***** ***** confirmed the $53,293 price. We only postponed closing due to financing terms.On December 31, after Manar confirmed a better rate (2.9% via Toyota Financial), I returned to finalize the deal. A handwritten agreement confirmed the $53,293 price, which I initialed. However, during closing, a different finance manager rushed me through signing paperwork without proper review. They misspelled my name, mishandled my plates, and did not provide a copy of the handwritten sheet.After closing, I discovered the price was increased to $55,293 a $2,000 undisclosed markup. I immediately contacted Manar, who first agreed to provide documentation, then refused. I escalated to **** Gerald, CEO, who also refused to address or explain the change.This conduct constitutes bait-and-switch tactics, material misrepresentation, and a deceptive closing process. The dealerships refusal to correct the issue or provide documentation suggests the price increase was intentional. I am requesting a full refund of the $2,000 overcharge and appropriate consumer protection review.I

  

  Business Response

  Date: 04/24/2025

  Yes, this deal is from almost 4 months ago, and was explained to the customer at the time of purchase and by **** *********************** with documentation, in conversation with the customer.  The ****** price of $53293 was in fact honored!  The disclaimer on the ****** website, as well as the Toyota website, clearly states that all rebates are applied.  The $53293 price did include the Toyota rebate of $2000 in lieu of 2.9% financing.  When the customer came in, we provided the customer with 2 different quotes, one with the rebate and the 5.9% financing, and one without the rebate and the 2.9% financing. (these quotes can be provided if needed)  The customer didn't want the 5.9% financing, and chose the 2.9% interest rate forgoing the $2000 rebate.  Thus the price of $55293, with 2.9%.  This was explained in detail by **** Gerald (not ****).  In addition, during the conversation with the customer, **** offered to take the truck back if the customer was not happy, and the customer declined!  

• Initial Complaint

  Date:12/20/2024

  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 car to Gerald Toyato dealership on July 16th, 2024 to get my oil changed and a multipoint inspection was done on my car and I was told to have all my four tires changed, Upon getting home, I noticed the front tire was flat, so i immediately changed it with the spare tire that comes with my car. Then I took it to the muffler shop to get all four of my tires replaced. Yesterday (19/12/2024) I took my car to the same dealership for an oil change and the same incident occurred with the front tire.

  

  Business Response

  Date: 12/26/2024

    Unfortunately, we can't speak to what is going on with the customers tire.  To suggest that we have sabotaged the vehicle twice is absolutely ridiculous!  We don't do business that way; and frankly inconceivable to even suggest such a thing.  Furthermore, the customer left the dealership on both occasions with NO flat tire; thus the car was fine when we finished with the repairs!

• Initial Complaint

  Date:08/05/2024

  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.

  Dear ***/*****,I am writing to address an ongoing issue with the vehicle I purchased from Gerald Toyota in Matteson, ********. I bought the car on August 8th, 2023, and after a few months of use, I began experiencing significant issues with the engine. The vehicle was brought in for repairs, and it was determined that the engine was the cause of the problem. The car was held for over 30 days for repairs.Unfortunately, on August 3rd, the same issues recurred, and I had to return the car for further inspection. Despite being told that it was a different issue, my own research suggests that it may still be related to the engine. I have been informed that the car may be in the shop for up to a month for further repairs.As the car is still under warranty, I am concerned that the dealership is reluctant to replace the engine, which may result in continued inconvenience and an unreliable vehicle in the future. I would greatly appreciate any assistance in resolving this matter.Thank you for your attention to this issue.Sincerely,*********************************

  

  Business Response

  Date: 08/07/2024

    We are again working on her ******** We definitely arent reluctant to replace the engine at all. ******* has issues with the engines in some of these vehicles, and we have to see if ******* is going to take care of the issue. If not, the customer has an extended warranty agreement that will take care of it. In either scenario the car will be repaired as quickly as possible!

• Initial Complaint

  Date:04/26/2024

  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.

  Car was towed to dealership, they said two things needed attention, however after a few phone calls, no communication has been resolved or said to get the car back on the road! It's costing me uber expenses and Lyft , I need answers, because they charge a fee for days it's in there possession!

  

  Business Response

  Date: 04/30/2024

    Unfortunately, we have never previously worked on the customers vehicle.  The car was towed into our dealership by the customer, due to a key issue with the vehicle.  The customer had a locksmith come out cut and program a key for them.  The locksmith completely screwed up the car, thus the customer had to tow it to us.  We inspected the vehicle, and quoted the customer $1200 to get the situation fixed and a key produced to get the car started.  The customer agreed to the work, and we did the work.  But, the car is still not right, and we fear that the locksmith has also fried the main brain of the computer!  If that is the case, the repair will be an additional $2600; at which time we recommended that the best course of action for the customer may be to trade the vehicle in for another one, as the present car is not worth the amount of the repair due to the vehicle being 19 years old!

    The Master tech working on the vehicle is back to work today, and we hope to figure out the further extent of the repair depending on the computer status.  In addition, we do NOT charge per day for the customers car to be in our care.  We apologize for the time it is taking to diagnose and repair the vehicle, but again, Gerald had nothing to due with the damage to the vehcile

• Initial Complaint

  Date:04/12/2024

  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.

  I was charged &800 for a diagnostic of my airconditioning system all because I had mentioned I had extended warranty. Other dealerships charge $180 for the same diagnosis

  

  Business Response

  Date: 04/29/2024

    Our apologies, I never received the complaint from 4/12/24.  The customer came in with an air conditioning problem.  We examined the car and the vehicle had been in an accident. and has an electrical problem.  We quoted him time and material and the sensor on the air conditioner compressor had shorted out.  Toyota states to replace the entire compressor!  Also, the customer had purchased a extended service contract, not from us, from an aftermarket company.  We tried to submit the claim to his company, and they turned it down and said the contract was not in effect yet.  The customer declined the work and went to an aftermarket repair shop and had the sensor replaced with an aftermarket part.  Toyota does NOT sell the sensor separately, only the entire compressor.  We do not deal in repairs not recommended by the Manufacturer, and do NOT use aftermarket parts.  We declined the customers request to refund his money after our diagnosis and work; just to have an aftermarket shop do a completely different repair with a non-Toyota part.

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21568270
  
  I am rejecting this response because: This email is to reject the response from Gerald Toyota of matteson ********. I had an appointment at the dealership on 04/11/24 for my air conditioner service at 9am, upon getting there they told me it would be $99 to check it and told them it was just not switching on from the control . Made mention that I was using my extended warranty. At about 11am the service rep told me there was a leak in the system and they had to do extra inspection on the vehicle. Had them to drop me off at home . At about 1pm I called back to see what was going on with the vehicle, the lady told me she had been on the warranty company for one hour . My question is for the report they sent me, if they scanned the system and it brought up a code B1479 you already know it was the compressor. Where on earth does it cost $800 to check the system. Got  my car back went to my mechanic, he changed the air flow sensor and my airconditioner has been working fine since. No leakages detected. They came up with a quote of ***** to change the compressor. Went to other Toyota dealerships and they were appalled by how much they had charged to check the system. This is a rip off. The dealership stated in their response that the vehicle had been in an accident, what does that have to do with the ac system. Btw, when I first bought the car I brought it to them for an oil change and and they checked it and did not make mention of the vehicle being in an accident. My question is, is it right to charge almost $1,000 to check a system. I am sending their report
  
  Sincerely,
  
  ****************

  

  Business Response

  Date: 05/07/2024

    A bit confused with the pictures, as the customer declined the $800 diagnostic estimate to run the check on the system.  Again, this is an estimate amount not to exceed!  The other picture shows a separate quote from ********************************* with an estimate of $2082 for a compressor; no notation of whether it was aftermarket (likely) or from the manufacturer.  Our estimate for the new compressor was for a Toyota compressor; we do not use aftermarket parts!  Furthermore, there is no picture of our estimate for the compressor that the customer states was $3000 from us!??  Did the $3000 estimate also include the $800 diagnostic!?  Sorry we were unable to accommodate the customer to his liking with the repair and the price.

  Customer Answer

  Date: 05/16/2024

  Complaint: 21568270
  
  I am rejecting this response because: I am rejecting their response once again. If the vehicle had been in an accident and has electrical problems as claimed in their response, why is the air conditioner now working by just changing the sensor. What diagnostic test cost $800 if they knew it was a sensor that was faulty. Nothing states it had wiring issues. This is just another way of getting over the consumer and the extended warranty company. The estimate for a new compressor was from an authorized Toyota dealership that does not use aftermarket parts
  
  Sincerely,
  
  *********************;   

  

  Business Response

  Date: 05/28/2024

    As stated in previous responses, the customer received the estimate for the full diagnosis of the Air Conditioning issue, approved the estimate, the full diagnosis was performed (see attachment) and the customer paid for the services.  The elaborate diagnosis of the system was done, and the customer approved and paid for the Service.  The customer then declined to move forward with the repair and went elsewhere for the repair.  There is no refund due, as we DID provide the service that the customer approved!

• Initial Complaint

  Date:01/21/2024

  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.

  Purchased a grand highlander platnium. Was told by ********************* in order to get the price I want I needed to finance through Toyota. We were told we could pay it of before the first payment with no penalty. When we were signing the paperwork the finance guy told us not to pay it off before 90 days or they could take our ****. Rebate. ********************* said to just pay it off by the first payment. I paid it off 10 days before it was due. When I went to pay off amount it was *****. Instead of *****. Called Toyota finance and come to find out. I was supposed to pay it off with in ten days of signing the contract. We shouldnt have just believed him. The dealer over 300 dollars and we were charged interest a day after the 10 days. Very sneaky business practice. Especially since the finance guy told us to wait 90 days to pay it off. Called and left two messages with Gm Of course bo call back be careful read tge contracts carefully i paid an extra603.00 dollars that just stinks

  

  Business Response

  Date: 01/23/2024

    We apologize to Ms. ***** for the conflicting stories, and the return phone calls.  The ** of the store is out of town until Monday, but this still should have never occured in the first place!  We will issue the check for the $603, and mail to the ** State Rd. address.  Again, our apologies, and hopefully we do better with our communication going forward!

  Customer Answer

  Date: 01/24/2024

   
  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,
  
  ****** Press

• Initial Complaint

  Date:05/08/2023

  Type:Order 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 had very bad experience. Was sold extra cover for Tundra in 2021, paid with a check. It wasn't available for long time so I cancelled and they did not return the money. Basicaly stole ******* from me. I left messages, wrote to them and even told that to ************************* ***********, and nothing happen. It's been 2 years. When I checked my sales contract they applied it as miscellaneous item. But I wrote separate check for it. Thieves. I never got the cover or money back.****

  

  Business Response

  Date: 05/09/2023

  The customer did in fact purchase a tonneau cover for his truck for $3000.  It was on back order at the time of the purchase, and the customer has not followed up to get the cover installed. We would be happy to install the cover or refund him his money. Whatever he prefers. Please let ** know. Thanks

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20033176
  
  I am rejecting this response because: *********** **** knew I needed that cover by certain date at a time and he promised it to be done by then. Well, that did not happen so I cancelled with him personally and I had another one done by Toyota dealer in ********, **. Therefore I would like my refund asap please.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 05/09/2023

  Our apologies, clearly was not handled properly by the salesperson. We will issue the refund

• Initial Complaint

  Date:04/26/2023

  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.

  In December 2022 I bought a rav 4 from Gerald Toyota in ******* I'll I was not told I would not receive two sets of key until I was getting ready to drive home then they lie and told me we would have your other key in two weeks here it's the end of April and I still gets nothing but lies but they say if I need a extra set they could sell me a extra set for 400 dollars even if they own me a set that don't make sense to me if you can come up with a *********** me they can give me what they own me Toyota said that Gerald Toyota and not them and Gerald Toyota sides it Toyota company but as a consumer that got in debt in good faith and was totally lie to I know I'm probably was not the only one I'm scared to valet park my car or lose my keys with no other key

  

  Business Response

  Date: 04/28/2023

  ***************** is correct, Toyota still does NOT have *********** for the ******** produced Rav-4.  They have a micro-chip shortage and are only providing the customer with 1 key at the time of delivery on new Toyota's.  We called our Toyota rep to try to get some help from Toyota to get our customer handled, and never heard anything back.  We decided to take care of our customer, *****************, and ordered a key for him, and he is coming in today at 2pm for us to program for him.  We apologize for the current Toyota policy, and appreciate his patience.

  Customer Answer

  Date: 05/01/2023

   
  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,thanks to you i receive my second key and im satified now i still say on toyota or geral toyota thats bad business but open my eyes to thier practic thank you again
  
  ***************************

• Initial Complaint

  Date:04/07/2023

  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.

  Me and my wife recently financed a Camry after trading in our corolla to Toyota. We were told the car was being sold to ** for ****** and later behold were going through the paperwork and it says they charged us ******. I expressed my frustration over the difference in price especially when the car was listed for ****** online. I came in today 4/6/23 at approximately 6:00pm to pick up spare keys and the sales rep ************************* was obviously upset over my frustration and told me and my wife to get away from his desk. Told us f*** you and threatened to quote kick my a** . I feel ripped off and on top of that the way the sales rep handled everything was extremely unprofessional. I spoke with a manager and am suppose to go in and handle things in person Tuesday

  Customer Answer

  Date: 04/07/2023

  Not sure exactly which details Im suppose to add, if theres anyway you can give me a call at *********** Id appreciate it thank you 

  

  Business Response

  Date: 04/12/2023

    Had a lengthy conversation with ******, and apologized for the interaction with the salesperson, totally unacceptable in any situation.  ****** and his wife came in Tuesday morning and dealt with ********, the sales manager, and we are refunding the ********** $900 for the difference in the interest rate that we matched for the customer.  Spoke with the customer after they left the dealership, and they were happy with the outcome of the situation.  They have my cell number should they need anything in the future.

• Initial Complaint

  Date:12/17/2022

  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.

  Manager **************** agreed to provide a new key for my 2009 Toyota Camry with a Charge of $250 instead of $450. I was contacted by ********* to set up an appointment to bring car in for new key programming on Friday December 16th, 2022 at 10am. My daughter drove car in and spoke with ********* who instructed my daughter India to pull the car into the service bay. My daughter drove car into service bay and was directed to the waiting area while key was being programmed. My daughter was then called from the waiting area and informed that the car would not start. My daughter phoned me and ********* of Gerald Toyota got on the phone and told me that the car would not start. I stated that the car was running with no problem when it was delivered to Toyota service area. ********* informed me that they were unable to get the car started and a diagnostic test had to be performed to determine why car would not start. ********* stated that she would speak with **************** to have the fee taken care of. Diagnostic was completed and Gerald Toyota stated that the battery test revealed a bad cell. Gerald Toyota issued inspection report stating new battery was required with a price of $696.95. Suggested repair was turned down and car was left for next day pick up. I retrieved car in Saturday December 17th around 9:30am from the servicing outdoor parking area. Car started without effort. Car was taken to have battery tested by another source. Battery tested good and no further problem with car starting. My complaint is that Gerald Toyota committed a bait and switch in an effort to mislead me as a customer and create an erroneous diagnostic for personal gain. This company appears to behave in a manner which is misleading to the public and cause undue hardship. I am requesting that a representative from BBB assist in obtaining remedy and bring action against Gerald Toyota to prevent other citizens from being scammed.

  

  Business Response

  Date: 12/20/2022

  The customer bought the car 13 years ago from the previous dealer, Plant, and never received a second key. Our ** gave her our cost on the key of $250 programmed and delivered. Mistakenly, the ****************** didnt charge her properly, and charged her a diagnostic fee on the battery. The ** spoke with the customer and apologized and refunded her all of her money except the agreed $250. Customer is happy!

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18605345
  
  I am rejecting this response because:the response provided by Gerald Toyota is false.  They charged $250 for the key and another $219.51 for inspection after claiming my car did not start due to a bad battery and provided an estimate of over $600 for repairs in which I declined. My car started up when I went and picked it up from Gerald Toyota without replacing the battery.  I took my car to a different establishment to have battery tested and battery was good.  Car is still running on battery that Gerald Toyota claimed to be bad.  I was told by **************** that the full amount paid for services would be refunded but instead only a partial amount has been refunded.  This establishment appears to be untrustworthy to the customers in which they provide service.
  
  Sincerely,
  
  **************************************

  

  Business Response

  Date: 12/23/2022

  All of the customers charges were refunded, including the key. Customer sent the General Manager a text thanking him for helping her. She is happy