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Business Profile

New Car Dealers

Westbury Toyota Scion

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 16 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/24/2025

    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.
    My car broke down they refuse to fix it or work with me on a reasonable price they want to overcharge me I need the part to fix my car and they dont have it they want $3500 to fix my ac

    Business Response

    Date: 07/09/2025

    After the initial diagnosis of the vehicle and several discussions we offered the customer a ****** discount. She said she would think about it but then brought the car to an outside facility to get the a/c fixed. Unfortunately, the work they had done at that facility did not fix the air conditioning but made the condition worse. During discussions via text the customer became vulgar to our employee cursing and calling her a *****. The customer brought the vehicle back to us to re look at the a/c and soke to the Service manager ***** who advised the customer that in order to diagnose the current a/c repair, we needed authorization for diagnostic fee. The customer refused to authorize and continued to ask for more of a discount. We did not know the extent or cost of the repair at that time so we could not offer a definitive price but were still willing to assist. We have since been in contact with the customer and are offering different solutions for either repair or possibly financing as we have finance options available to help with affording the cost of the repair. We also spoke with the customer in reference to treating our staff with respect and advised we will not be able to assist if they curse or treat any of our employees disrespectfully. 
  • Initial Complaint

    Date:05/21/2025

    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.
    Purchased a new vehicle from this dealership in may 2024, it is a 2024 Toyota Corolla. Vehicle had a paint chip in the front passenger side fender and the seller promised to get it fixed and I had nothing to worry about. So we proceeded with the transaction as the paint chip was very minor and figured it would be an easy fix. I was told to bring in the vehicle in a Friday when the painter was in site and so I did. The panel now does not match the color of the rest of the vehicle even after being told to give it some time for it to blend into the rest of the car. The paint job also has imperfections which are also noticeable. After waiting some time as instructed by the painter I returned to show them the paint isnt matching up. The manager came out and looked at it and told me theres nothing he can do for me, told me I waited too long. I fail to understand why the time frame matter because the paint didnt match when it was first done either way. I have dated photos showing the mismatched paint work after the work was done. Manager offered to purchase the vehicle back at $8,000 less then what we had purchased it for only a few month back.

    Business Response

    Date: 05/23/2025

    Our Sales manager contacted *** ******* and set an appointment with him to look at the vehicle. We will have the paint chip repaired at a mutually agreed upon body shop and match the paint as best as possible to the customers satisfaction.  
  • Initial Complaint

    Date:03/18/2025

    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.
    I purchased a 2025 Toyota BZ4X from WestBury Toyota Superstore on 03/14/2025. Shortly after, I realized I did not want the vehicle and attempted to return it within a few days. The dealership refused to accept the return or offer any resolution. I feel that I was pressured into the sale, misled about the financing terms, and was not properly informed about my options. Additionally, the vehicle was falsely advertised regarding its practicality. I was led to believe charging would be convenient, but I have found very few charging stations available. When I do find one, the charging time is excessively longoften taking up to 8 hoursmaking the car impractical and nearly undrivable for daily use. Despite multiple attempts to resolve the matter with the dealership and Toyota, they have not assisted me. I am requesting assistance in canceling the purchase and loan agreement or exchanging the vehicle.

    Business Response

    Date: 03/26/2025

    On March 12th, 2025 at around 12 noon, *** ***** called and spoke to our *** representative ****** inquiring about a Bz4x. *** ***** made an appointment for the same day to see the vehicle. At around 4pm she came in and spoke to a salesperson named *******.  ******* showed *** ***** the Vehicle and she and *** ***** spoke about the advertised price and agreed to a deal. *** ***** came in with a *********** preapproval letter. The vehicle chosen was more than the *********** pre-approval. Westbury Toyota submitted the application to *********** for approval and it was conditioned with more money down. At this point in time *** ***** could not, or possibly did not want to put money down. During the initial conversation with finance, she stated she did not want us to submit her application to any other bank, only ***********.  Due to *** ****** credit, we were unable to obtain the same day approval for financing. The Finance manager explained to the customer that for us to help her with an approval with less deposit we would have to submit her application to other banks. Our main bank is Toyota financial. After 2 days of discussions, On March 14, *** ***** gave us the authorization to send her application to Toyota Financial. We were able to obtain approval with Toyota financial by using $4500.00 in total rebates offered to the customer and $3500.00 cash that Md ***** was able to obtain. At this point she came in later that day and took delivery of a 2025 Toyota BZ4X. After leaving, *** ***** wrote a 5-star review about the salesman, the dealership and the great experience she had at Westbury Toyota.
     On Saturday March 15 at 4;15 pm *** ***** texted our salesperson ******* stating she was in ********** charging her car and now she didnt want that vehicle, but she wanted a pickup instead. The salesperson called her and spoke to her and stated she would talk to the sales manager on Monday.
    On Monday *** ***** came in and spoke to the finance manager ****, who explained that the paperwork was already processed and for us to take the vehicle back we would have to wait for her to receive the title and we could take the vehicle on trade. At this point in time Westbury Toyota would love to help *** ****** out and come to a resolution

    Customer Answer

    Date: 03/28/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    I am submitting this response to strongly dispute Westbury Toyotas claims regarding my complaint. Their statement omits crucial details and misrepresents my experience. This is not a case of buyers remorseit is an issue of fraud, false advertising, deceptive sales practices, and unauthorized financial charges.


    1. Fraudulent Charges & Unauthorized Add-Ons


    Upon reviewing my contract, I discovered that Westbury Toyota added nearly $8,000 in extra charges for services I never agreed to, including ************** tire and wheel protection, and mechanical breakdown coverage. These were placed on my contract without my knowledge or consent, in direct violation of the Truth in Lending Act (TILA), which mandates full disclosure of all fees and optional services before a contract is signed. I had to contact Toyota corporate directly to cancel these unauthorized insurance services, which negatively impacted the final purchase price, loan amount, and my credit. I have since opened multiple cases with Toyotas Brand Engagement Head and the ********************* for fraud, yet Westbury Toyota refuses to respond to corporates calls, instead sending them straight to voicemail.


    2. False Advertising & Misrepresentation of Vehicle Capabilities


    Westbury Toyota misrepresented the 2025 Toyota BZ4X as a practical and efficient EV, failing to disclose critical information that makes the vehicle impractical for daily use. This includes:
    The severe lack of charging infrastructure, making it extremely difficult to charge the vehicle outside of limited locations.
    The excessive charging time, which takes over 8 hours for a full charge, rendering it unsuitable for my daily needs.
    Had I been properly informed of these issues, I would have never proceeded with the purchase. This constitutes false advertising and deceptive sales tactics under New Yorks Unfair and Deceptive Acts and Practices (UDAP) laws.


    3. Immediate Attempt to Return the Vehicle & Lack of Assistance


    I contacted the dealership as soon as I realized the vehicle was not suitable for my needs. Instead of working with me to resolve the issue, they dismissed my concerns and refused to take the vehicle back. Toyota corporate attempted to intervene, yet the dealership refused to communicate or provide any assistance.
    Additionally, Westbury Toyota is attempting to shift blame onto me, implying that my dissatisfaction was based on a sudden change of mind, when in reality, it was the direct result of deceptive misrepresentation regarding the vehicles usability.


    4. Breach of Contract & Consumer Protection Violations


    The dealerships actions also raise concerns of contract violations and potential fraud:
    The undisclosed add-ons resulted in changes to my financing terms, affecting the total loan amount and financial burden, which constitutes a breach of contract.
    Failure to disclose material limitations of the vehicle prior to purchase could be classified as negligent or intentional misrepresentation.
    Furthermore, Westbury Toyotas claim that they would love to help yet continue to ignore corporate inquiries suggests bad-faith business practices.


    5. Request for Resolution


    Given the severity of these violations, I request the immediate cancellation of my purchase and loan agreement due to fraudulent misrepresentation and unauthorized financial charges. Westbury Toyota must be held accountable for their deceptive business practices.
    I urge the Better Business Bureau to take action against Westbury Toyota for their clear violations of consumer protection laws and their refusal to address corporate intervention.

    Sincerely,

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




     
  • Initial Complaint

    Date:03/17/2025

    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 also seek clarification on what exactly a bumper-to-bumper warranty covers, as I feel this charge was inappropriate. This situation raises concerns that this may be a tactic to unfairly charge customers, which I find troubling.I was charged a $217.23 diagnostic fee, despite the fact that, as a woman, I had not opened the hood or tampered with any components. Moreover, as my vehicle is still under the bumper-to-bumper warranty which I had paid $700. The manner in which the service manager spoke to me was rude, unprofessional, and unhelpful, further adding to my dissatisfaction.

    Business Response

    Date: 03/26/2025

    This vehicle was purchased from Westbury Toyota by ***** **** (*****) on January ****** with ***** miles. This was a certified vehicle. In addition, she purchased an extended platinum certified warranty that is valid until 2026 or ****** miles. The warranty covers defective items as specified in the contract. Unfortunately, wear and tear items such as brake pads worn to normal driving are not covered by a warranty as those are maintenance items. When the vehicle arrived at service in December 2024 it was the first time, she had been to our service area since she purchased the vehicle and had ****** miles which is over ****** miles more than when she purchased it, therefore is it reasonable that the brakes would have worn. Anytime there is a diagnosis needed for a check engine light there is a standard diagnostic fee charged for the technicians time to diagnose, however if the repair is covered by the warranty, the diagnostic fee is applied to the warranty claim and   to the repair and the customer is not responsible as it will be paid to us as part of  the warranty claim. Unfortunately, a loose hose is not covered, but we applied the diagnostic fee to the repairs done on her vehicle that day. 
    As of the time of receiving this complaint, it has come to our attention that this vehicle was traded in to another dealer in December 2024. We value our customers and would have liked to have had an opportunity to assist her with her service and purchase needs. We have reached out to the customer to offer a discount to return to our facility for service. we gave the customer a 20% off service coupon to apply to any repair or service at our dealership 

  • Initial Complaint

    Date:10/04/2024

    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.
    2025 Toyota Camry purchased 7/17/24 with a trade in of 2014 Toyota Camry. Dealer completely messed us the registration of the purchased vehicle. Was initially sent a new registration for the 2014 Toyota Camry that was somehow still in my name and not the 2025 Camry. We were told that the title for the 2025 Toyota Camry was sent to the person that bought our 2014 Toyota Camry. Went to Westbury Toyota and NY State DMV on September's 6th to rectify the issue. They said they were handling it. Received a letter from NY State DMV on October 3rd that my drivers license is suspended due to a completely different car make model, and vin being submitted to the NY State DMV for registration. The registration has a completely different license plate which is now attached to my name.

    Business Response

    Date: 10/28/2024

    Due to a clerical error, there was a vin number discrepancy that caused this issue.  We have been working to rectify this problem with department of motor vehicle and will continue until this is resolved. we are in constant contact with the customer and have provided alternate transportation while we resolve this matter. 
  • Initial Complaint

    Date:10/23/2023

    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 took my car on Oct 2nd for a couple of things 1. Tire Pressure Malfunction Light 2. Rumbling sound while driiving 3. Oil change since maintenance needed soon was on.First of all, the maintenance was done. However upon picking up the car, the maintenance sign came up. The sign was not reset. Took someone to come out to reset, and said it is so normal and technicians miss it time to time.Then reaching home, it came back on again, and I called the ******* again and asked to get a call back. Even asked to have supervisor call. Was told she was on a call and will call back as soon as call is over. No response at all after having waited few days. This is absolutely unacceptable to have no response in.a ******* business.So I left a ****** review and got a response the same day Oct 8th, who said he would come back. (snapshot of ****** review attached).No response for a few days to my utter dismay. Then I had to reach out again and I was told the dealership was going to send a technician to come on Wed at 9am. I waited and waited. No one showed up. I called again on Thurs to ask for the same and an appointment was again set for Tues Oct 17th at 9 am. Again no one showed. This is extremely unacceptable customer ******* especially given the ********************** brand which *********** for customers is the highest priority. Shameful really as their seems to be no accountability. I was told manager went on vacation. What about deligating it to someone. You cannot simply drop the ball especially it is related to cars and any issue can be a safety hazard. After 4th call and waiting for a response, I get a call from the manager on Wed Oct 18th. ***** mentiononed he will get back after collating information of what happened and why they didn't fulfill the scheduled appointments. Oct 21st and no response. It is almost 20 days that I got the *******d. This is extremely shameful of the dealership and their management for this unacceptable treatment. They should stop lying about care

    Business Response

    Date: 10/25/2023

    Westbury Toyota contacted the customer to verify the issue. We sent a tech to his house and reset the maintenance light. Customer is satisfied.  
  • Initial Complaint

    Date:05/18/2023

    Type:Service or Repair Issues
    Status:
    UnansweredMore 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 long time customer of **********************. My family is long time customers of Toyota. We have never had a problem. We have leased many cars over the years. My last name is ********* if you would like to verify how long we have been a customer of **********************. On April 8, 2023, that all changed when I made a deal for my daughter and we both leased a car. My car was in stock and I received it a week later. My daughters car was not in the lot and she had to wait for it. It is now May 19, 2023 and the dealership keeps telling me the car is in ******* with nobody to bring it here. There is no date to come up here. She gave them a ****** deposit on 4/8/23. This is ridiculous waiting for a car to arrive and nobody trying to fix this. I wrote a nice review after we made the deal because it was supposed to come in. Now I regret writing that review after what is happening to my daughter. I feel they are trying to get out of the deal by having ** wait so we will cancel the deal. Please help me and my daughter to get this car delivered from ******* to Westbury, **. On another note, my brother also leased a car 2 weeks after ** and he was told his car was in ***********. He ended up canceling his deposit and leased another car through a different car dealership. From,Still waiting for the car in Westbury
  • Initial Complaint

    Date:04/19/2023

    Type:Service or Repair Issues
    Status:
    UnansweredMore 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.
    PLease BECAREFUL do Not Purchase Certified Car from Westbury Toyota because they are not trustworvy.I purchased 2 cars from Westbury Toyota before, I trusted them I thought by buying a Certified Car again From Westbury Toyota that everything was at 100 percent PERFECT like the OLD TIME, I was wrong during my first service, while awaiting my husband tried to fix the 2nD seat behind the driver, it wasn't working and they wanted to charge us money to fix it, and I refused, then it stayed broken because they guy said that it was going to be a one day work.On 3/29/22 I purchased from them a Certified 2019 Highlander with a Mileage of ***** WITH NO TIRES WHY? Because on my second service the guy told me that I needed new tires, while the car was only 7 Month old from the purchased time. The main thing I am paying each month $792.08 for an expensive Certified CAR which doesn't worth it? I should be buying 2 cars with the money that they charged me. And every time I went for services is where the game is started, some of this people looks like ********** they way they're looking at you it's like they want to ****** your purse.The world is change so much, what happen to old time? No one cares, they are just looking to make a little money no matter what happen next, I wrote this review because I want everybody to know about my experience, for not to be another Westbury Toyota VICTIM, I know that they all need to wear a suit but not on the customers account, because if they agreed to take that job they need to be happy with it, but not to **** out the customer money from their pocket. Not only that I went to ****** to purchase 4 Michelin tires they asked me for $1,000.00 I want them to pay for it.
  • Initial Complaint

    Date:01/23/2023

    Type:Product Issues
    Status:
    UnansweredMore 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 incident occurred on 10/2019. When returning my 2017 Toyota Rav4 to obtain a new lease on a 2019 Toyota Rav4 , The Dealer did not paid the payments due that were remaining on the old lease, The amount was for 2 months remaing for a total of $1300. These was an oversight by the previous finance group that work there as they did not to their due deligence on the remaing payments remaining.

    Customer Answer

    Date: 02/17/2023

    Better Business Bureau:

    At this time, I have not been contacted by Westbury Toyota Scion regarding complaint ID ********.

    Sincerely,

    ***********************
  • Initial Complaint

    Date:01/04/2023

    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 financed a 2022 Toyota RAV4 from this dealership in February, 2022, and I have been making payments via Toyota Finance ever since. On November 20th, my RAV4 was slammed into while parked and my insurance company (GEICO) deemed the vehicle a total loss. GEICO sent me an estimate of how much the vehicle was worth and a breakdown of the pay off to Toyota Finance. While contacting Toyota Finance to pay off the loan of my now total loss RAV4, GEICO and I found out the *** number of my RAV4 did not match the *** number Toyota Finance has on file. Toyota Finance has a different *** number and a 2021 Toyota RAV4 on file. It turns out that Westbury Toyota sent Toyota Finance mismatched/incorrect *** number. Now, GEICO will not pay out for my RAV4 because the *** numbers do not match. Toyota Finance said they cannot do anything on their end because all of the information they have come directly from the dealership. Toyota Finance advised me to contact the dealership so they can correct their mistake by sending a *** update later and proof of my vehicles make, model and year. Its been two weeks and I havent heard anything from Westbury Toyota. In the meantime, I just made a payment of $550 to Toyota Finance for a vehicle I no longer own since its a total loss and not in my possession anymore. Im changing my original review - I do not recommend this dealership because of the hassle this situation is causing. Im stuck between GEICO and Toyota Finance. The only people who can help are Westbury Toyota, and I havent heard anything yet.

    Customer Answer

    Date: 01/29/2023

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Westbury Toyota Scion has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

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

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