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:05/13/2025

  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 bought my 2024 Rav 4 at *********** Toyota in ******** in October 2024 but have been living in **** since December. I bought the car brand new with 0 miles for $36,000. I have under ***** miles on the car and already it has excessive paint chipping. The paint chipping is on every single panel of the car in multiple different areas. I have driven the same areas in **** with my last car and have never experienced a single chip on my car. I believe I have a bad paint job on this car. I contacted my local dealership at Kendall Toyota about this issues as well as Toyota ************** I was referred to ********************** collision shop and was estimated $11,000 in repairs (to repaint the whole car). This is apparently not covered under warranty so is assumed as my responsibility. Buying a brand new car and having this excessive chipping I believe is not something I should have to pay for. I need this issue to be fixed. Toyota needs to repair the car or figure out a plan for a new one. Im very disappointed in the quality of the paint in this car. The chipping is excessive and continuing to get worse. I feel as a customer buying and paying for a new car that I should have some support surrounding this issue.

  Business Response

  Date: 05/22/2025

  Kendall is understanding of and sensitive to the customer's frustration and disappointment with the paint issue she has encountered on her new vehicle.  Kendall Toyota of Bend was not the originating dealer (Wilsonville Toyota) and is not affiliated with the originating dealer's ownership group.  Kendall Toyota does not have decision-making authority regarding the customer's paint concerns.  For that reason, the customer's paint concerns need to be addressed by the originating dealership or Toyota ****

  Kendall representatives advised the customer to contact the originating dealer at ************** and/or Toyota ******************** at ************** to address her paint concerns.  Representatives of the selling dealership or Toyota USA would be in the best position to review the customer's situation and provide any necessary support. 

• Initial Complaint

  Date:10/10/2023

  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.

  July 2021 I traded in a car to get a new car. Ended up leasing a car until my car came in, put deposit down. July 2022 My car came in I negotiated for 3+hours. Got the price I originally requested. ********** on trade in of leased car which included the original trade in, plus put more $ down. I walked 30 ft to finance guy he repeated all details., I added in clear coat and extended warranty. I went to pay off car in May 2023 to discover that I was charged full sticker price with no regard to negotiations nor the trade ins. I have spoken to Manager multiple times, he has said Ill look into it. i called back multiple times and he had not done anything, and we repeat everything as if never spoke and He again did nothing. he transferred and I have been trying to get tge new manager on it. I am physically at the dealer again and they have no idea what i am talking about again. I have been over charged at least $10,000 plus all finance charges and interest.

  Business Response

  Date: 10/20/2023

  Since receiving the Complaint, Kendall has reached out to Customer multiple times, but has been unable to get in contact with her. Without more information on Customer's purported purchase price expectations, and the ability to review the deal file with her, Kendall is unable to provide any resolution on this matter. Kendall will keep trying to make contact with Customer so a resolution may be reached.

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 20720926
  
  I am rejecting this response because:

  I had spoken with *********************, the sales manager, multiple times from May 2023- August2023. Each time he asked for my information again and promised to look into the issue.  I also have 5 emails to the same person, each time he re-asked for my information again.  The last time I spoke with him he told me he had not looked into the matter yet but was transferring and would be sure to update the new Sales Manager.  This was August.  I then called and left several messages with the sales department since I received no calls I just recently went in on October 10 and spoke to a very smirky and rude associate who told me that he would look at my account.  There was no notes nor information about my issue.  When I discussed that I had negotiated for over 3 hours with sales associate **************, with my partner on the phone the entire negotiation, he asked if I recorded the information.  It is illegal to record conversations without consent and his attitude was very condescending.  That was when I decided to contact the BBB and to place a negative review on Google.  I did receive a call on October 12th only regarding my negative review.  I have had Covid so I have not returned that one phone call as yet.  I have also tried to contact *******************, I have not received a response as yet.

  Sincerely,
  
  ********************* VMD

  Business Response

  Date: 11/09/2023

  As the Customer admitted in her response rejection, Kendall reached out to her after she filed her complaint, and she failed to return the call. Kendall appreciates that the Customer may have spoken with a ******************** employee(s) before her BBB complaint submission, but Kendall needs consistent communication with the Customer presently, if a resolution is going to be made. After the Customer's response rejection, ******************** reached out again and was able to speak with the Customer once, and provided the documents she requested for her review. Since then, Kendall's general manager has attempted multiple follow-*** to work toward resolution but has been unable to get ahold of the Customer. ******************** is willing and attempting to work with the Customer, but she needs to reliably communicate with the General Manager to achieve any resolution.

  Customer Answer

  Date: 11/12/2023

  I did not call back 2 times:  I had COVID and when I recovered I did call back then I also had surgery and responded by email (the same email the newest  manager used to contact me).  The supposed negotiation documents he had copies of did not look remotely like the one between myself and ******************* as the one we had was FULL of notes and signed with a final price of $37,000 and the one he sent me had no notes and $47,000 and not signed.  

  Business Response

  Date: 12/01/2023

   In Kendall's review of the transaction documents, we do not find that Customer's complaint is substantiated. However, Kendall's general manager remains open and willing to discuss the transaction with Customer and work towards a mutually agreeable resolution, as customer satisfaction is a priority for ********************. Customer can communicate directly with the General Manager to achieve this.

• Initial Complaint

  Date:07/26/2023

  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 was sold an off road truck that when I took it off road it caused it to get a flat tire which lead to over ***** dollars in damages. Either they sold me a lemon or they should tell you the truck has to be kept on pavement

  Business Response

  Date: 08/07/2023

  We have investigated the Customers BBB complaint related to the condition of her vehicle. The Customer brought her vehicle to the dealership to have it repaired because she hit a tree limb and it punctured the tire and broke off in the tire. A technician further inspected the vehicle and found the tree limb hit had also resulted in several bent suspension components. This indicated to the technician that the tree limb was hit relatively hard.
  
  The Customer requested the spare tire be put on the factory wheel, and that an alignment be performed. The Customer authorized several other suspension repairs that were necessitated by hitting the tree limb. The service invoice for these repairs is dated 7/28/23. The Customer indicated that insurance was covering the costs of repairs. To Kendalls knowledge, there are no outstanding issues related to the repairs/ service performed associated with the tree limb damage, and no further action is necessary to be taken on this complaint. 

• Initial Complaint

  Date:04/19/2023

  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.

  My wife and I came to this dealership in September to purchase a new vehicle. That same day, we put a deposit down and ordered a 2021 Toyota Highlander. The vehicle arrived in early January. We arrived to finalize the contract and learned that the dealership had ordered us a 2022 Toyota Highlander, not a 2021. Then, midway through the paperwork, we were notified "out of transparency" that there would be a $2500+ mark up because the vehicle was in "high demand." Due to the delays in manufacturing/shipping, we did not receive any of the rebates that were available when we placed the deposit in September. In addition, they paid us less than half of what our trade-in was valued at on Blue Book. All of this occurred despite the fact that we placed a $1000 deposit down on the ********************************** September. At no point did the salesman offer to remedy any of the breaches that occurred in our agreement.We were told that if we did not want to purchase the vehicle at the increased cost, the dealership could sell it to someone else. My wife and I needed to replace her 2WD vehicle with an AWD due to the severe winter weather and after waiting for this specific vehicle for several months, we decided it would be best to "eat the cost" rather than wait even longer for a new vehicle.After purchasing the vehicle, we scheduled an appointment with the service department and ordered body molding parts. When I arrived for the scheduled appointment, I was told the appointment was never scheduled and the parts were not ordered.This dealership is engaging in price gouging. In addition, they are blatantly breaching contracts and their "remedy" is simply for the customer to back out of the agreement so the dealership can sell the vehicle to someone else at a higher price than what was agreed.I posted a ****** review and spent several months trying to contact management; my calls were never returned. So, I am finally reaching out to the BBB.

  Business Response

  Date: 04/28/2023

  Caleb, 
  Thank you for giving me some of your time on the phone to explain your purchase experience on your 2022 Hybrid Highlander. We do apologize for the production delays, high demand market, and the unfortunate situation of losing the factory rebate that was offered on the 2021 model when you placed your deposit.  I want to thank you again for giving us the opportunity to resolve the situation and allow us to continue to provide service to all of your automotive needs. We do appreciate you as a valued customer and look forward to seeing you soon. 
  

  Kendall Toyota of ****

  Customer Answer

  Date: 09/26/2023

  I filed a complaint in April 2023 about our horrid experience purchasing a new Toyota Highlander (see prior complaint for details). The sales manager contacted me and agreed that the $2500 surcharge was not appropriate. I did not reach out to BBB in the time given because the sales manager offered to remedy the situation by providing $2500 store credit or paying my lender to lower my principal loan amount; I opted for the loan payment. After several phone calls and emails, the last being in September 2023, no payment has been made and I have not heard from the sales manager since May 2023. I was optimistic about the resolution and becoming a returning customer, but it doesnt seem like the business is interested in customer service.
  

  
  

  Business Response

  Date: 10/06/2023

  Attached is a copy of the check that was sent to the lender. The General Manager of the dealership spoke to **************** at the time the check was issued to let him know. 

  Business Response

  Date: 10/06/2023

  Kendall has already remedied the situation by providing payment to Customer's lender, as Customer requested. ********************'s records indicate that Customer was notified when payment was made. A copy of the check that was issued to the lender has been provided to the BBB for review. 

  Customer Answer

  Date: 10/10/2023

   
  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. I had not yet received proof of payment from Kendall Toyota and no changes were reflected by my lender at the time I made the follow-up complaint. I had not heard back after reaching out several times, so that is why I made another complaint on the BBB website. I want to thank the sales manager at Kendall Toyota for his help with resolving my complaint. 
  
  Sincerely,
  
  ***********************