Complaints

This profile includes complaints for Fort Wayne Toyota's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fort Wayne Toyota

  5900 Illinois Rd. Fort Wayne, IN 46804-1160

• 

  Fort Wayne Toyota

  502 W Coliseum Blvd Fort Wayne, IN 46808-1281

• 

  Fort Wayne Toyota

  5920 Illinois Rd Fort Wayne, IN 46804

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:02/01/2023

  Type:Customer Service 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.

  The Transaction took place on 01/19/2023 and the vehicle was shipped on 01/22/2023, and I have not driven the car but one time to test drive it and that vehicle is not a good quality vehicle and when it got down here, the tire pressure light came on. This dealership sold me a lemon 2015 Lexus 600h L vehicle with a lot of rust on the bottom of the vehicle. Also, before, I signed the documents and final paperwork, I told the dealership to do a thorough inspection on the vehicle before purchasing. Instead, the dealership deceived me and did not do a thorough inspection on the vehicle before the shipped the vehicle to me. When I received the vehicle and when I took it to my local Lexus dealership to get the car inspected again, ********************************************** told me that that car is a lemon, due to the vast amount of rust underneath the vehicle, the vehicle needed all five tire sensors replaced, which caused the tire pressure light to stay on. I tried to contact the dealership regarding the issues I was having and to do something about it. Instead, they did not call me back and the ** was supposed to reach out to me but he never did. Therefore, I had to get Lexus corporate involved which the dealership should have done their part to make this right. Also, fraud was involved because they lied and told me that they done an inspection, but they did not do a thorough inspection. Instead, the dealership lied and make the 1st inspection as a deception, acting like the car was a good car and in reality its not. Also, fraud was involved by making up the inspection report to try and sell the car and not telling the whole truth to buyer regarding the rust underneath the vehicle, and a lot of body defects with the vehicle and then the tire pressure lights on in the car to try and distort money and get the sale without making sure that the vehicle was in top tier condition. Very disappointed with this transaction.

  Business Response

  Date: 02/11/2023

  Working with the dealership that requested all documents.

• Initial Complaint

  Date:01/09/2023

  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 ****** Forester at 7pm 1/2/2023. The Trunk of the car stopped working the very next day 8am when I tried to open it 1/3/2023. I took it back in to have them fix it 1/3/2023. ****** (sales manager) told ******* (car salesman) that if it were inoperable they would have to fix it. ****** looked at it and states it opens, and They wont fix it. It does not open. It just makes click sounds. This is going on day 5 with no results. I spent 18k on a vehicle the trunk should work. They are treating me horribly. I signed the purchase agreement they got their money and now they don't care about their customer anymore. I have text messages stating if the trunk was inoperable they would have to fix it, but since he says he can open it they wont fix it. The whole time during purchase we (my husband and I) were told how they inspect every detail of their vehicles, how good they are at repairs if vehicles need them etc.. This experience has been the worst I've ever had buying a car.

  Business Response

  Date: 01/19/2023

  I apologize for the lack of communication you have had thus far, I would be happy to get the vehicle in and have it inspected and have the tailgate looked at and fixed. 

   

  Thanks,

  **** *******

  General Manager 

  Fort Wayne Toyota & Rohrmax

• Initial Complaint

  Date:11/17/2022

  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.

  On 11-7-22 my sons and I went to ****** to look and maybe buy a car. *********************** helped. We looked at cars that were dirty and looked scratch. I noticed that one had been hit. I kept trying to wipe off the dirt on some cars trying to see if it was a scratch or dirt. He just kept saying, they have scratches from car washes and all cars will have scratches anytime you take it to a car wash. I finally said I wanted to leave. He had me sit down to bring me just a printoff he said. He came back trying to sell me the first car that we had looked at. He asked me, what can I do to make you buy that car. I was in a car accident and had whiplash. I even apologized for taking so long to think, and I had told him, that i have been in 6 car accidents in 2 years and it was hard for me to think. I said, the cars had scratches. Again, he said those are only from car washes and black shows everything. He said if i brought that car today, he would have all the scratches taken care of; the outside and inside would be fixed even this huge spot. I said ok. Then he was trying to sell me a **** dollar car wash thing saying if I didnt buy it, scratches will start happening again.(It was buffed so after a few washes, the old ones would be seen again) He sold me a lojack charging me full price, later, I realized. He told me oh, the guy that can fix my car wasnt there that day and to come back after buying it. I came back, i asked if i could return it but they said they couldnt. It was only cleaned and buffed. The *********** in the back, around it looked like it was hit, not from a car wash! The back is chipped and dented. I asked someone to look at it. He said, they could touch up, but you would see it. I realized; the mileage, car washes, and a no smoking sticker in my car. I asked for the carfax last week. It said, it was a rental.It sold at *****, not a rental price. He didnt check the rental box on the purchase agreement or tell me. I found a rental incident report in the glovebox

  Business Response

  Date: 12/05/2022

  We fully disclosed the car fax prior to the sale of the vehicle. The customer signed both a As-Is buyers guid as well as a car fax. This vehicle was not a rental unit for us and was a renal or fleet unit prior to us offering it for sale. If there are issues with the car we would be happy to have the service department take a look at the vehicle. As far as the scratches on the vehicle, if the customer would like I would be happy to offer a good will gesture and have the whole car professionally buffed and touched up at no cost.

  Thanks

  *********************;

  General Manager 

  
  

  Customer Answer

  Date: 12/15/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the best i will get bit i want copies of everything i signed by this business, i need everything to have this looked into because i believe its a scam. And i will type why, i couldnt type it all on my first response, it was limited by the amount of words.

   

   

  On 11-7-22 my sons and I went to ****** to look and maybe buy a car. We looked at cars that were dirty and looked scratched. I noticed that one had been hit in the back and that he was hiding even. I kept trying to wipe off the dirt on some cars trying to see if it was a scratch or dirt. He just kept saying, they have scratches from car washes and that all cars will have scratches anytime you take it to a car wash, and that the cars were fine. I finally said I wanted to leave. He had me sit down to bring me just a print-ff he said. He came back trying to sell me the first car that we had looked at. He asked me, what can I do to make you buy that car? I was in a car accident and had whiplash. I even apologized for taking so long to think, and I told him, that I have been in 6 car accidents in 2 years and it was hard for me to think. I said the cars had scratches. Again, he said those are only from car washes, and black shows everything. He said if I brought that car today, he would have all the scratches taken care of; the outside and inside would be fixed even this huge spot would be taken care of. I said ok finally asking over and over about it being fixed! Then he was trying to sell me a ****-dollar car wash thing saying if I didn't buy it, scratches will start happening again. (I now know, it was buffed so that after a few washes, the old scratches would be seen again) He sold me a LoJack charging me full price, later, I realized when I got home after agreeing it would be lower. He told me, oh, the guy that can fix my car wasn't there that day and to come back after buying it. I came back, I asked if I could return it but they said they couldn't. It was only cleaned and buffed. The driver's tire in the rear, around it, looked like it was hit, it is not from a car wash after looking at the car washed! The back is chipped and dented as well as a few dents elsewhere on the car. One of the windows is all scratched up.. I asked someone to look at it. He said, they could touch it up, but you would see the paint. I finally realized; the mileage, car washes, and a no smoking sticker in my car... I asked for the Carfax. It said it was a rental. It sold at *****, not a rental price. He didn't check the rental box on the purchase agreement or tell me that I didn't even sign that I have! I didn't even sign it! I found a rental incident report in the glove box. I have a receipt and a not completed purchase agreement. I signed a notebook, not even a carbonless copy paper with the dealer. He 100 percent scammed me. I was with no family telling him my mom just died and I needed a good car for my children and one on the way and for myself being hit 6 times. I kept pausing and twitching and shaking telling him I didn't understand and had whiplash. I told him I didn't want a beat-up car wanting to leave!! No, it was a scam, bottom line. He was putting papers next to him... I thought I was going to be handed them to read! He knew exactly what he was doing! I cried for a month! This place is horrible, and I filed a  consumer complaint. It needs to be looked into how many rental cars are being sold per salesperson in a year and why people are not signing carbonless purchase agreements properly filled out. I was told I signed a carfax and an as-if paper. Exactly why it's a scam. I was sold the car by signing an as is but he had me sign a notebook with it being written on and verbally agreeing it would have all the scratches fixed etc..... I kept asking where are my copies, thinking am I getting them when I come back in? I didn't even test drive it.... doing this to someone.... I don't know how much worse you could put someone thru with how much I have gone thru. If a dealer misrepresents a cars condition to conceal that the car has damage, he is practicing fraud. Sincerely, thank you. I have no twin, no mother, I have head injuries that make me slow that are not healing, I hurt to move, I get zero child support, I have been working even after all my car crashes, I couldn't take time off....I needed to be scammed and to cry and cry more than I already do lol I hope the sale was worth it so that you can make a huge profit
  And I messaged the same night that I brought the car that it didn't feel right driving. ***, the manager couldn't even finish his sentence that it's only damaged on the outside than the inside...   then he stopped, yeah, it was a rental, if it is this beat up on the outside, I can't imagine how it was driven and what problems it has, I could tell the first time driving it! I'm seriously like handicap trying my best to work daily and raise my family. I will have to live with this too, but no, I want this investigated to ensure that nobody else gets scammed. I started it with the attorney general's office. I only have a receipt and a not sign purchase agreement. It would be awesome to get everything I should have that day, including copies of what I signed.
  

• Initial Complaint

  Date:11/09/2022

  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.

  On August 6, 2022 I completed a trade with my 2013 VW Passat for a 2013 **** Escape through FW Toyota-Lexus with salesman **. I was assured numerous times that the Escape was in excellent condition, that I would not regret completing the trading. It turned out that I traded a Passat that was in excellent condition for an Escape that had too many problems to count. No sooner did I drive the Escape off of the lot did the splash shield fall off, when I discovered the enormous amount of rust on the undercarriage (like flood damage, which was not disclosed), causing the exhaust pipe to come unbolted, causing a leak in the flex pipe. Prior to signing any papers, I noticed the Escape would require a tire alignment, which ** assured me would be taken care of. I had my car in the dealer's service department twice with no resolution to the wheel alignment, with them claiming to have done a wheel alignment twice, but they did nothing at all, even after I explicitly explained that the steering wheel needed to be adjusted. I also noted concern with the transmission, but I was told that I would need to take my vehicle to a **** dealer because their service department could not help me. I spoke to both a customer service representative expressing my dissatisfaction, who suggested I speak with **. When I tried speaking to **, he told me that he is not liable for anything that may have occurred after I signed papers, not wanting anything to do with me. I later spoke to the sales manager to express further dissatisfaction, but his only comment was that I traded a 2013 vehicle with another 2013 vehicle, so the trade was "fair." Clearly not true. He offered me two options: either trade the Escape for something else or he could look into what my warranty may cover for the problems with the Escape. Two months have passed since we spoke and he never contacted me back. Do not bring your business here - they cannot be trusted. I don't want anything to do with them, except for a refund.

  Business Response

  Date: 11/15/2022

  As this is the fisrt I am hearing of this I would be happpy to work with the customer to try and resolve the issues they are experiancing with the vehicle. But that would be a good will gesture as this customer signed a as-is buyers guide and we did a full safty inspection on the car. I would be happy to set a time for the customer to bring the vehicle in to look at the issues they are having and discuss options to fix this vehicle but a refund is not an option as we were full discloser on the car and they bought the vehicle knowing that it was sold as-is. 

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

  General Manager

  Customer Answer

  Date: 11/22/2022

   I am rejecting this response because: I will be going in to speak with the manager. If things are resolved, I will remove my complaint. If it is not, my rejection remains the same.
  
  
  

  Business Response

  Date: 12/14/2022

  We offered to trade the customer out of the vehicle on multiple cars. That is the only option we discussed and Fort Wayne ****** is willing to offer.

• Initial Complaint

  Date:10/28/2022

  Type:Sales and Advertising 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 2013 Cadillac SRX on October 18th for $15000. When purchasing I was assured by the salesperson ****** that they had checked out the car completely and guaranteed everything on the vehicle was in good working order. I discovered the next day the touch screen was not working and two days later the ** not working as well as the drivers side LED taillight is out. I have emailed and called and assured by ****** he would make an appointment with service to address the ** and radio with no return call for said appointment and even called and left a voice mail for the ** and no response. I feel this dealership is a total scam and want reimbursed for the $445 and $134 I have spent on a replacement refurbished radio with touchscreen and the replacement LED taillight. I suggest no one purchase a vehicle from this dealership if the expect a reputable business transaction.

  Business Response

  Date: 10/28/2022

  I just spoke with ****************** and I have sceduled him to come in to get the ** issue fixed, I also let him know we would be happy to reemburse him for the replacment of the LED taillight. 

  Customer Answer

  Date: 10/28/2022

   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. They have made me an appointment for next Friday to fix AC and reimburse me for the the taillight. 

  
  

  Thank you.

• Initial Complaint

  Date:10/03/2022

  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.

  I purchased a 2018 ********** Atlas from Ft Wayne ****** on July 30th, 2022. While test driving the vehicle we noticed that it had not been detailed at that point so we spoke with the sales representative and he explained to us that it had only been on the lot for a few days and did not even make it through service yet. At that point we asked that, prior to us purchasing the vehicle, it be ran through the service department for a complete check. We were assured that the vehicle would go through the service department for a full check up and detail and that we could schedule that at our convenience, but we would be taking the car home that day due to a trade in. The very next day after purchasing the vehicle we noticed the brakes needed replaced, the ** was not staying cold and the coolant light came on so we immediately scheduled the brakes to be replaced along with a coolant check and ** charge. September 8th was the quickest we could get the vehicle back to Fort Wayne and when we dropped the vehicle off at 9AM we were told that the car would be there all day because they did not order the brakes or rotors needed for the vehicle. The next day we picked the vehicle up around 6PM and drove it home and parked it in the driveway. The very next morning after backing the car out of the driveway we noticed a large pool of grease/oil on the driveway under the vehicle. Within a week the low coolant light came back on and we called Fort Wayne ****** again. Dropped the vehicle off on September 26th and explained to them that we had noticed it now leaking grease/oil immediately after it was serviced by them and asked that they also look into that while checking on the coolant issue. Received a call that the water pump needed replaced and that they would fix that issue but the axle is what is leaking the grease/oil and they informed us that they would not fix that for us even though it began immediately after being serviced by them. Also shorted $200 on tradein.

  Business Response

  Date: 10/10/2022

  After reviewing all issues the customer has stated I am comforable to take care of the issue on the axal as a goodwill gesture. We are not legally required to fix this issue as it is not a safty issue and it was purchased AS-IS. Please reach out to my service manager ********************* and I have instucted him we are going to fix this.