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:03/01/2025

  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 purchased a vehicle from these guys back in Nov.2023. I told the salesman my situation and that I had a child that was diagnosed with cancer and i was on a limited income but I needed a dependable vehicle that would make it through the snow and such. I saw a ***** cx5 on their online website. I test drove the vehicle and sat down to see if we could come to an agreement . I traded in a car that had a lot of miles on it but I had put a lot of new parts on it as well. They told me they couldn't give me the ***** for the online price because they had to adjust the price of the new car to justify giving me anything for my trade in. The ***** needed a new main screen which they promised to fix. I opted for what I thought was a warrenty on the paint and interior as well as motor and transmission but when I looked back on the paperwork it said I opted for the paint and wheels and tires not the engine and transmission. Well for one thing I have been in contact with multiple people and have gotten the run around about getting thr screen fixed they said it was on back order. That was 25 months ago and it's still not fixed. Now I have e a check engine light on and they won't fix or even try to help me even though they assured me they would. So no I have a car that isn't running correctly, my son has appointments in ******** and I have to drive 108 miles round trip a day to work. And this is my only means of transportation. And when I purchased the car I was told I'd get free out changes and yet when I made my appointments for service I was charged everytime. Their customer service is horrible and they don't care about their customers. They gave me all kinds of fake assurance when I was standing in front of them. But once I left I no longer mattered. I will never buy or recommend them to anyone. This had been the worse experience I have ever had when buying a car.

  Business Response

  Date: 03/19/2025

  Hello, ******* ***** purchased the 2016 ***** on November 15th ******* was a used vehicle with ****** miles. There was an issue with the head unit at time of purchase. We put it in writing that we were going to repair said head unit. Unfortunately the Head Unit has been on back order and is not available at this time. We did not want to get a used one for fear it would have the same issue. We were notified yesterday that in 2 weeks the unit should be off back order and we should be receiving. We are very sorry for the frustration this caused and want to ensure the customer we will be following through with our commitment. As far as the warranty goes I was able to pull the file and see multiple forms where it was disclosed and initialed or signed by ******* ***** all coverages she elected to purchase as well as the ones she declined to purchase. I am happy to provide that documentation to the BBB with the written permission from *******. ******* also received a  copy of all forms and coverage contracts at the time of purchase. In regards to the check engine light we would be happy to take a look at the car and give an estimate as to what it would cost to repair. According to our records in July of 2024 the car had approximately ****** more miles on it then when Ms. ***** purchased the car. There would be no way for anyone to know the check engine light would come on in that duration and that is why we offer extended coverage to everyone who purchases a vehicle from us. We ultimately want to do what we can to help our customers and am willing to offer assistance. I am the General Manager and I am here most days. Had these concerns been brought to me I would have surely looked into them. I am happy to assist moving forward.

  Thank you,

  ***** ******

  Owner/General Manager

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23005715
  
  I am rejecting this response because: one you have never responded about my oil changes that I was charged for. Two when I went into the dealership on Feb ******* at *********************************************************************** the next day by 10:30 am the next day and that he had given you a run down on what was going on. I waited till 1:30 Feb 28th to call the dealership and I was then told by ****** you were still in a meeting but you would call me back before the end of the day. I have never heard from you till now over a month later and you still are giving me the run around. 

  Yes I want my main screen fixed but what about the oil changed I had to pay for and I know I opted for the engine/transmission warrenty. I made it very clear to the salesman  and **** the finance guy that I had to drive my son back and forth to ******** for chemo treatments as well as drive 108 miles a day when I was able to work.  I ended up having to put 4 new tires on the ***** a couple months after I got it because the back passage tire disingraated inside the tire. 

  So besides my main screen getting fixed, can you please help me with the warrenty and the oil changes. 

  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 04/08/2025

  *******,

  I apologize I didn't get to the heart of your matters and resolve your concerns fully in my last response. 

  Main screen not working- The part to fix the screen is in and we are ready to repair at your convivence. I have included where we put that in writing that we would fix for yours and the BBB's review.

  Oil changes payment when you had 1 year/15,000 miles included in purchase- You are 100% correct we did charge you for 3 services that should have been included. The total for those 3 services was $304.65. I have also included these RO's for yours and the BBB's review.  I am having a check cut for those as we speak and would be happy to hold it for your pick up or mail it. This happened because the service advisor failed to look it up when you were in.

  The warranty- I have included multiple forms that were reviewed with you and signed and/or initialed by you at time of purchase. These forms show both what you elected to purchase and what you declined. You can see that on the form "Vehicle Get Ready" things are written and then at the bottom it asks if anything has been promised to you that is not in writing and you initialed NO nothing else is owed. On the purchase agreement it shows all the figures with the sale price of the car at $17,000, Resistall (interior and exterior protection) $300 Tire and wheel $800 and finally GAP at $760. You can also see you signed this one form 4 different times. I also included the menu you were presented by **** (the finance guy). On this form you can see where the $3,500 service agreement was crossed off and the non crossed off items are the ones you purchased and agreed to for the payment of $435.00 at 72 months. I also included each products specific form with multiple initials and signatures by you for each and have no Service agreement form. We firmly believe in all the products we offer but only offer them we do not force anyone to get them. We do provide at no cost a 6 month ***** mile warranty to our customers for piece of mind and just in case. You can see that on the "Vehicle Get Ready" form I referenced earlier.

  I want to again apologize for any inconvenience or frustrations myself or my staff has caused. I will wait your response as to how you want me to proceed with the check. You are also welcome to reach out to me here at **************. I have up and around so if I'm not able to take your call please go ahead and leave me a voicemail and I will most defiantly return your call. You are our customer and your satisfaction is of the upmost importance to us.

  Thank you,

  ***** ******

  Owner/General Manager

   

• Initial Complaint

  Date:02/09/2023

  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 2010 Toyota Prius is under warranty. The dealership has confirmed it is a warranty repair but denies the loaner car under the transportation assistance policy. My new car warranty guarantees a free rental car until my car is fixed. The hybrid inverter assembly covered by the new vehicle limited warranty was extended for 15 years. This is outlined in the Toyota warranty policy bulletin (ZE3), The manager email and warranty enhancement notification sent out to the customers. It is very clear it's an extension of the new vehicle limited warranty. Not a different warranty. These document has been included. In the email about the warranty enhancement program it also mentions that the warranty enhancement is subject to the same terms and conditions set forth in the Owners Warranty and Maintenance Guide. This guarantees a loaner car.Columbia gorge Toyota denied the warranty repair until I brought the service bulletin. Now they are denying that I am entitled to a loaner car. I have spoken to three different service managers and the acting assistant manager. They all deny the loaner car. It is very clear in the warranty.

  Business Response

  Date: 03/06/2023

  I contacted the customer shortly after vehicle was dropped off and offered a complimentary rental at our dealerships expense. After the repairs were completed I reached back out to ensure the customer was happy and he ensured me that we took care of the situation to his standard. He did let me know that he did file the complaint with the BBB and that he would let the BBB know that the issue was resolved to his satisfaction.

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

  General Manager 

  Columbia Gorge Toyota 

  Customer Answer

  Date: 03/07/2023

   
  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.
  
  Sincerely,
  
  *********************************