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:06/25/2025

  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 recently traded in my vehicle. I went to Toyota of Runnemede and cancelled my extended warranty and was told I would receive my check within 4-6 weeks. It has been past that time frame, and I keep getting a runaround. I was first told it was in the mail then I was told people had to sign the check and they would be in on Monday. I called Monday and they said they didn't see the check anymore and said it must have been mailed to me. It is Wednesday and I live only 10 mins away from this place so it should have been there by now. When I called today (6.25) they now said they have the check and need one more person to sign it. They have no idea when that person will be in and cannot give me a time frame on when I can pick up or when my check will be sent. I need my check sent immediately or I will be taking this to small claims court.

  Business Response

  Date: 06/26/2025

  Good Morning,

   

  The refund check was provided to the customer on 6/25/25.

   

  Thank you,

  
  Toyota of Runnemede Customer Service

  Customer Answer

  Date: 06/26/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23517712, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Lauren Gabriel

• Initial Complaint

  Date:05/19/2025

  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 new 2025 red Rav5 from Toyota of Runnemede. As I was washing it I notice a blue spot on the hood. This is nothing we did. The dealership claims a stone caused this. The blue is the Primer from a bad paint job. We just want the dealership to fix the defected paint job of car they sold me.

• Initial Complaint

  Date:04/29/2025

  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 am a regular customer of this business for over 40 years. My car would not start. I jumped my vehicle and took there for service. They said the battery was dead and needed to be replaced along with a few other things. This battery was only 4 months old so I asked them to give it to me so I could get money back from ***** where I purchased it. I took it back to get refund but it tested 95% good. When I asked Toyota for refund they refused saying the battery tested fine. I feel I should get refund for battery, but they refuse to do so.

  Business Response

  Date: 04/30/2025

  The customer brought their vehicle in due to a no-start condition. Upon inspection, we tested the battery and found that it had failed. Based on these results, we replaced the battery, after which the vehicle started and operated as expected.  The customer later returned the original battery to *****, where it had been purchased, but was informed by ***** that their test showed the battery at 95%, and they declined to issue a refund. The customer has since requested a $250 reimbursement from us.  We respectfully stand by our assessment, supported by a dated battery test slip that includes the vehicle’s VIN and clearly indicates the battery failed. Attached to this response, we have shared this documentation with the customer to provide transparency.

   

  Thank you,

  Toyota of Runnemede Customer Service

  Customer Answer

  Date: 04/30/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have the test results from ***** showing the battery is good, less than a year old. I told the Toyota that I would bring battery in to test again by them. If fails I will move on, if it test good I would like a refund or services that come close. ( Oil change , tires rotated  etc.).  For them to say it tested good so I will not do anything is a scam. I feel there was a cable loose to the battery that fixed the issue, not the battery. They did not want to return the old battery at first saying they put in trash, I insisted to get it before I paid . 
  
  
  
  
  
  
  
  Regards,
  
  
  
  ***** *******

  Business Response

  Date: 05/18/2025

  We would like to assure you that our decision was based on a test result, which is documented on a battery test slip. This slip includes the date, your vehicle’s VIN, and the test outcome, which shows that the battery failed at the time of your visit.
  For your reference and full transparency, we have attached this documentation to our response.
  
  We respectfully stand by the integrity of our assessment and appreciate your understanding. If you have any further questions or concerns, please feel free to reach out.
  
  Regards,
  Toyota of Runnemede Customer Service

  Customer Answer

  Date: 05/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:The battery is good, I have a test result and battery to prove. I believe the testing equipment was faulty or the person doing it errored, maybe put slip result from another battery. How many times are we going to go back and forth? Is there not a next set?
  
  
  
  
  
  
  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:04/26/2025

  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.

  3/21- Toyota of Runnemede sales and finance reps agreed to the installation of heated seats as part of my new car purchase. The “heated seats” was on the WE OWE document. 3/24- I review paperwork & the amounts on the sheet I was provided were not adding up correctly. No Buyers Order or quote sheet were provided to me. I return to the dealership for an explanation & to obtain a copy of the missing docs. Sales Mgr Frank states that those docs should have been included. He pulls a copy of the Buyers Order & confirms that I was charged for the heated seats despite it being documented as a “we owe” item bc it was part of the deal. 4/1- Emails sent to Nash (finance) and Romel (Sales) asking about the heated seats. 4/7- at dealership speak to Frank about the status of my concern because no one is replying. He walks me back Nash in finance & explains that he needs request a refund check. Nash confirms my address & the amount & states that a check will be requested & mailed to me. 4/18 - I still have not received the check, so I go to the dealership. I am told that Nash “no longer works for the company” & am directed to another finance rep, Rory. He listens to my issue & confirms that a check was NEVER requested to be issued. Rory reviews my WE OWE doc and Buyers Order & then prints a check request form & explains the process. He states the owner is not in, but will be in on Monday & will sign the check & I can pick it up once I am called. 4/21- I never receive a phone call. I stop at the dealership to inquire. There is no check at the cashier desk for me. After some back & forth by Felix (Manager) & Romel with the Finance back office, I am told by Felix some “great news”- the check was signed by the owner, but the 2nd “control person” was out sick today & that I should have the check at the latest Thur. 4/25- I call the dealership at 5pm & am connected to Frank who talks over me, raises his voice & says “The owner hasn’t signed your check there’s nothing I can do for you.

  Business Response

  Date: 04/30/2025

  Check has been countersigned and refund has been issued to Customer.

   

  Thank you,

  Toyota of Runnemede Customer Service

  Customer Answer

  Date: 04/30/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. I finally received a check  after filing the complaint.
  
  
  
  Regards,
  
  
  
  **** ***************

• Initial Complaint

  Date:10/30/2024

  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.

  Used vehicle purchased on 10/3/2024. I was trading in my old vehicle (2007 Toyota FJ Cruiser). They told me and showed me a piece of paper that they had me sign that said they would give me $8000 on the trade in. I also, gave them an additional $17K cash, for total value applying towards vehicle purchase of $25K. After signing all the papers that you are rushed through, I realized that only $5,500 was applied to trade-in instead of $8K that was agreed upon. I've called multiple times and was told that we will resolve this issue from the sales manager, and each time he says he's working on it and promises to call back, which they never do. I was given another name who is in charge or customer reviews yesterday and she said she was looking into it, again, just being passed around to different people who are ignoring this and hoping it will go away. They scammed me out of ~ $2500.

  Business Response

  Date: 11/10/2024

  Customers concern had been addressed  
  
  Thank you,
  Toyota of Runnemede ****************

  Customer Answer

  Date: 11/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ******* ****

• Initial Complaint

  Date:05/14/2024

  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 purchased Corolla Hybrid on 02/02/2024, after signing all the documents, they give me only one key belong to the vehicle. Salesperson told me and my wife he will contact us within a week to provide second key.It is more than 3 months now and they are not answering my calls.

  Business Response

  Date: 05/23/2024

  The key was issued to the customer. 

• Initial Complaint

  Date:02/09/2024

  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 strongly believe that this Toyota dealership is a horrible representation of the entire Toyota brand. Everyone that works there are liars, manipulators, and they can never keep consistent staff because of the horrible environment. I purchased a 2017 ***** Silverado from these thieves. I was told by the sales manager at the time that they would charge $17,000 for the truck. Some how I ended up being charged a total of $20,500 instead for the vehicle and after taxes, fees, and whatever other bs charges they could come up with including a warranty for $3000 my grand total was $26,390.48, thats $9,390.48 more than the original price given to me. I put down $4,000 cash which left me with a balance of $22,390.48 to finance. After purchasing the vehicle from this dealership the very next day I had to have it towed back to the dealership as the car cut off while I was driving it and would not turn back on. The air conditioning in the vehicle did not work either at the time (middle of the summer) which I mentioned to them on the test drive before even purchasing the vehicle and instead of actually looking into it they just put coolant in the truck and told me they fixed the issue. Since then Ive continuously had to have this vehicle towed back to the dealership for the same problem. Every time the car is with them they take weeks to fix the problem and as soon as I get my vehicle back Ill have it for a week and then it cuts off and doesnt start and were back to square one. After several attempts of them trying to fix the vehicle and attempting to make me the issue for knowing something is wrong with the truck theyve finally decided to start sending it to a ***** dealership and now they cant solve the issue either. Theres not enough characters for me to explain in depth the h*** Ive been going through with this truck and this Toyota. Im stuck paying for a vehicle that spends more time in the shop than on the road. I want my $4000 investment back and I want to surrender this piece of junk and never do business with these people again! I would NEVER recommend anyone get a car from this dealership!

  Business Response

  Date: 02/21/2024

  We have reached to the customer and she is scheduled to be in on Saturday. 

  Customer Answer

  Date: 03/01/2024

  
  Complaint: 21268806
  
  I am rejecting this response because:
  
  There was no real effort in trying to assist me. Their solution to selling me a piece of junk is to have me come back in and run my credit a thousand more times to try and get me into something else. *** made it very clear that I did not want my credit ran again and they continue to try and push that on me as a solution. *** now been forced to voluntarily surrender this vehicle and be without a car and no way to get around.

  
  Regards,
  
  ***************************

• Initial Complaint

  Date:01/18/2024

  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.

  Very poor customer service after you've already purchased vehicle. Purchased a vehicle on 12/4/2023 and given 30-day temporary tag which has since expired. I contacted the dealership several times before temp tag expired for my registration and kept being lied to that I would receive it the following week. Same story every time but nothing received. Finally went to dealership in person after tags expired only to find out they had not even started processing my registration due to some title issue. Why would you sell a car if you don't have the title sorted out?? Spoke to a manger who told me if I got a ticket, they would pay for it. Why should I be waiting to get a ticket because of the dealership's many lies? It's been difficult getting an accurate response on the status of my registration and keep being transferred to phones that no one answers. Told someone would call me back but nobody calls. Very frustrated!

  Business Response

  Date: 02/14/2024

  The customer has the plates. 

  Customer Answer

  Date: 02/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.

  I am however not happy that it took 2 months of poor communication and several trips to the dealership before I finally received my tags. There needs to be better communication with future customers if there is an issue with processing tags. 
  
  Regards,
  
  ************

• Initial Complaint

  Date:12/25/2023

  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 Certified 2018 Tacoma TRD Pro and after two months of ownership I was told that I owe 17k in water damages even thought the windshield that was leaking was changed over 2 years prior to my purchase. They have blamed me and I am furious that I drove an unsafe truck that had damaged electrical components for 2 months with my family and friends in it. This type of damage effects trade in later down the road and I have not had my truck for 2 weeks and probably wont see it ever again because of the damage that has been done to it.

  Business Response

  Date: 01/02/2024

  We spoke to the customer, he will be in on Thursday to discuss his options. 

  GSM 

  Customer Answer

  Date: 01/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:09/18/2023

  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.

  Im 2019 Me and my husband were with my daughter to purchase her car. We were offered gap insurance which we agreed to. The amount would be 30$ per month on top of car payment. Makes sense just in case. Forward to September 2023 called several times & cannot get someone on the phone, so decided to go directly to speak to someone in finance. We were told that we paid for extended warranty and not gap insurance. That is dishonest as we directly made sure that we had gap insurance through Toyota runnemede **. The car was totaled in an accident 2 weeks ago and they claim there was never gap insurance, they apparently changed the paperwork after we left. We are very upset with this dishonesty and will NEVER buy again from them and encourage others to do the same.

  Business Response

  Date: 09/19/2023

  This has been resolved with the customer. 

  ********************** 

  Customer Answer

  Date: 09/22/2023

  
  Complaint: 20621248
  
  I am rejecting this response because:
  It was a dishonest try to fix something, by making up papers saying we had gap insurance all along, while finance office said we did not( we are 100% certain we did. The manager gave up a paper saying we have gap but with no signatures. It was Toyota tricking us and doing away with the gap in 2019 after we left with the car. Then making up paperwork because they knew they were dishonest. 
  
  
  Regards,
  
  *************************