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:08/07/2023

  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.

  I purchased a new car on 5/2/23. It needed a new transmission; my paperwork says it was a new transmission, the dealership paperwork says they used a remanufactured transmission. The replacement transmission did eliminate ******** womp noise the car made from day one (they had told me it was normal).The control panel only connects to my cell phone approx 25% of the time. They kept saying this was normal, at the same time saying they would have a software person address it after the transmission was replaced, and then later they said that corporate told them there was a known defect between the control panel and Android phones and that maybe there would be a fix some day. This prevents me from using the *** or phone in the car, both safety issues.The biggest problem is nighttime visibility. At night with the lights on I can only see through the bottom 1/4 of the windshield. The top 3/4 appears completely black/opaque. They said there is nothing wrong with the lights or the windshield, and suggested I drive with my brights on all the time. A local *********** officer measured a distance of 78 feet of road visibility from the front of the car. When buying a new car I expected it to work consistently and safely and to be able to drive it at night. The dealership kept telling me the car was fine, but I kept saying it wasn't (as did about 20 people I know who looked at the photos and got in the car at night). To a person, each said "how can you drive at night the windshied is black?). Eventually they addressed the transmission. The other two issues are unaddressed. Since the car was in service for more than 30 days I asked for a replacement (MA lemon law says greater than 15 days in service (when service is open) is a lemon), they said no, I appealed to Corporate Toyota and they said no the car is fine. I have a detailed log of who said what when, what work was done, etc., if you would like to see that. Thank you.

  

  Business Response

  Date: 08/09/2023

  Headlight design now has change from from lighting up an area not needed to a brighter more direct ahead beam. Stops the spill over like the old headlights had.

  What Adaptive ************** Systems Do
  Simply put, adaptive front lighting turns your headlights in the direction that your wheels are pointed. It also takes vehicle speed into account. This helps increase visibility, particularly on winding roads and dimly lit intersections. It also cuts down the glare to other drivers.
  It has been adapted in Europe and Asia for years.

  To help shine more light auto high beam headlights are used. As soon as they see dark, they turn on. As soon as they see headlights from another car they turn off.
  Customer did not know how to use the auto high beams. We showed her how.

  The car was driven at night by one of our managers and he found it to be normal, as Toyota says it is. Toyota has inspected it and it is normal.

  Transmission was replaced with a rebuilt at the factory. We cannot order a new transmission and the warranty on thee rebuilt in her car is 5years, ****** miles, just like new.

  The cell phone problem is a known problem on some Android phones. To eliminate the problem plugging the phone into USB port on her car will solve the problem.
  Buying back a car is a decision Toyota decides, not Lexington Toyota.

   

  Customer Answer

  Date: 08/14/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Why couldn't a new transmission be put it?  Why did my copy of the dealership paperwork attest that all parts were new when the dealership put in a remanufactured transmission, not telling me?
  
  The dealership drove the car at night in Lexington ** which has ambient light from ******.  It's much darker where I live in **** **. Corporate Toyota didn't drive my car at night, nor did they indicate that they replicated night dark by turning off the lights inside a bay, for example, or measuring the distance of the road that the headlights lit up.
  
  I didn't know that the phone "should" work and be able to be connected by plugging it in.  When the phone wouldn't connect wirelessly, I plugged it in.  The phone still did not connect.
  
  Since the dealership is saying it's not responsible for replacing the car and selling cars that work properly, should I also be lodging a complaint with corporate Toyota?
  
  Thank you,
  
  ***** 

  

  Business Response

  Date: 08/15/2023

  There is nothing wrong with cars lights or windshield. Corporate Toyota checked it out and said it was normal. They sell 100's of thousand of these same cars.

  Nothing more I can do.

  Customer Answer

  Date: 08/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   Im surprised and disappointed the dealership wasnt willing or interested in answering my specific questions about the transmission replacement, nor address the continued inability of the car to connect with my cell phone.  Since the dealership has said there is nothing more they can/will do, Ill continue with my efforts to have a safe working car (that I can drive in the night as well as the day) elsewhere, starting with Toyota Corporate.  Yes, Im imagining you sell many of these cars and people can drive them safely and see through the windshield at night, which is why there must be something wrong with this particular car.
  Thank you,
  *****
  
   
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****