Complaints

This profile includes complaints for Team Toyota's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Team Toyota

  746 E Lincoln Hwy Langhorne, PA 19047-2906

• 

  Team Toyota

  407 E Lincoln Hwy Hulmeville, PA 19047-4010

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:07/02/2024

  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 went to the dealership to buy a new car. When i asked about their interest rates on loans i was informed that the interest rates were 7.99%. I told them i was not interested in their rates as i came with a check from my bank to purchase the car with a lower interest rate than they offer. I was told i was filling out paperwork for the car. They had me sign with the listed 6.79% interest rate that i had from my bank. They were asking me questions like whats my social security number. Places of employment. When i asked why they needed this information they said it was for the finance department so i can purchase the car that i just needed to fill out the paperwork. At no point was i told they were using my information to do a credit check. Everytime i asked questions regarding why they needed my information i was told it was for the paperwork. They purposely deceived me during the transaction. When i called the company sales manager to complain and ask why they ran my credit he said that it is just what they do to get a better rate. When i explained to him that i never asked them to get me a rate as i came with a check he said that he was unaware of this and he would contact his finance manager and get back to me, He then told me "it will only show on my credit report for 3 months and it will drop off its only 3 points it's not a big deal". Which is not true according to experian it could take 25 months for it to be removed. The dealership was very pushy about a package that they wanted me to add on the the car. I later found out that my loan i received from my bank and the check i was issued had stipulations as to how much could me financed with out a down payment. I believe this is why they ran my credit to add on the package that i had already declined several times. They lied to me when i asked questions and deceived me with why they were requesting my personal information. This is completely unethical.

  Business Response

  Date: 07/09/2024

  ****************** purchased a vehicle from Team Toyota on 6/22/2024.  She wanted to finance her transaction with her ************* ****** & Fire FCU (PFFCU), who we are a Direct Auto Lender with.  Due to a miscommunication from the Salesperson, we initiated a Credit Inquiry thinking Team Toyota was originating the Loan with PFFCU. It was later realized the Customer already applied for the loan and had a Bank Draft with her, thus the need for the Credit Inquiry was not necessary. On 7/8/2024 Team Toyota initiated a Recall of the Credit Inquiry through 700Credit, who is our Credit Compliance Broker, to have the hard Credit Inquiry removed from the Customers Experian Credit Inquiry History.  On 7/8/2024,Team Toyota spoke with the ****************** and made her aware of the steps being taken to resolve the issue.

• Initial Complaint

  Date:06/27/2024

  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 am thoroughly disgusted and fed up with the terrible service provided to me at your *********, ** service department. These people are idiots and full of c*** and don't know how to handle a simple request from a customer. When you go there you have to wait for hours to get the simplest task performed.Another idiot there, that is supposed to be the Director of Service, is ********************************** who never called me back after leaving a message about my disappointment. This dope told me that if I ever have a problem with service that I can call her. I called and left a message for her and never heard from her.Another wasted piece of c*** is your Toyota ************************ I am still waiting to hear from someone there about the issues I complained about and filed on 06/21/2024 2:30PM and received file # ************. You are a bunch of jerkoff a******* just like the Team Toyota, Langhorne, **, jerkoffs. I wasted my time telling you about these problems and never heard from you idiots.Here are some of the jerkoff, dipshit things that happen to me at your idiotic service department:I bought a tire from them one time and they mounted it for just fine. A few weeks later, the tire went flat. When I brought it back to be repaired, it took them seven hours to repair the tire. Something that should hardly take a half hour to fix.One time I brought in my car to have a ****** mile service which included a tire rotation. When I got home, I looked to see if the tires were rotated and they were not because I marked the tires before I went there and saw that they were still in the same location.Another time I bought a battery there and had it installed. When I got home, I opened my hood to look at the new battery. The posts on the battery had white acid corrosion on them. As if they didn't even clean the cables before attaching them to the new battery.Continued on attached document.

  Business Response

  Date: 07/03/2024

  Our Service Director, ********************************** spoke with ******************** on 7/1/2024.  He explained he was upset that we requested his insurance card and his registration card to re-inspect his car.He felt that since we just had his car in last week that we should already have that information.  Originally, ******************** left before we could explain to him that after a customer picks up their vehicle, we shred those documents to protect our customer's privacy.   ******************** also explained that the $5000.00 amount is not being disputed but the amount he estimates he spent in total at our service center.   

   Our service director told him she would see if there was a way to retrieve the information from emissions station.  She discovered that no information is stored.  Upon further research, by law if a vehicle is required to be re-inspected the owner of the vehicle must return to the dealership and the vehicle must be "completely" reinspected.  Part of the inspection procedure is providing proof of registration and insurance at the time of re-inspection.  Attached is a PAA Service Bulletin that addresses if a vehicle fails inspection and the correct procedure for the dealership to follow upon re-inspection.

  **************** called ******************** back and left a voicemail explain the above information and that she would be happy to get him in ASAP but would need the proper documentation to proceed.  As of 7/3/2024 there has not been a response from ********************.

• Initial Complaint

  Date:05/09/2024

  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.

  Immensely disturbing experience dealing with a grossly mismanaged service department and a incompetent and rude service advisor. When I dropped my vehicle, service advisor informed me that repairs would be completed within 2 weeks. Accordingly I made my plans for an alternate car for the two week period. After 2 weeks even the part had not arrived. The service advisor kept saying the part would arrive shortly. Six weeks transpired and still no indication of work being completed.Thereupon, I called their manager to request that I be allowed to take my vehicle to another repair shop who would be able to complete the repairs in good time. All of a sudden the manager said they now have the part and would complete the work in a week and deliver the vehicle to my home. They charged me more than $11K in repairs. I send a certified check for full payment. It is now 2+ months and they still have not released my vehicle despite my paying them in full. It is unclear if they actually made my vehicle whole.The service advisor did not have any respect for my time and money. Due to their delay in releasing my vehicle, I have been paying out of pocket for a rental vehicle which has to date costed me several hundreds. He would give a date and not keep up to it which was frustrating because my inconvenience and rental car expenses increased. He would not respond to my messages and when he responded, he would provided inaccurate and misleading information.After I made full payment, I was told to give the service **** an excellent rating and they are now illegally holding my vehicle to pressure me into giving them a good rating. We are so terrified and threatened by this business and their service advisor and are now worried about our safety.This is the third time this dealership has given me and my family the most frustrating experience. The first time was when the repaired my wife's car which was mind boggling. They said they completed the repairs but the front bumper was still hanging loose. The second time was when I purchased a vehicle from this dealer which also was a very unpleasant experience.

  Business Response

  Date: 05/09/2024

  Hello, please see the below details on the timeline for this complaint.  We contacted the customer several times regarding payment, this was an insurance claim and the insurance check was sent to him.  The customer did not respond until 4/25.  The vehicle has been returned to the customer.

   

  Customer brought vehicle to be diagnosed 3/4/24 under RO # ******.  Tech diagnosed vehicle and customer approved repair. The part that was needed was on national back order with no ETA as of   Team Service Manager was involved and expedited the wiring harness to arrive to the store on April 2nd,2024.  The Technician installed the wiring harness and completed the repair order on April 4th, 2024.  The customer was notified that the vehicle was completed on Thursday April 4th, 2024. 
  
  The customer went through their insurance for the repair work and their insurance company sent the payment for the repair work directly to the customer instead of the dealership.  The customer was notified that the payment went to him from the insurance company and that he would need to pay the dealership directly to release the vehicle.  The customer was notified several times between April 4th and April 25th that he would need to pay for the vehicle in person via credit card, cash, or check. The customer then called in and asked to pay for his bill in full over the phone on Thursday April 25th, stating that he was out of town however, he was advised that our company policy was that we would only take a maximum amount of $2,000 over the phone on a credit card.  The customer called again on Friday April 26th and spoke with Service Advisor, *** who again explained that he would need to pay in person via cash,check or cc.  The customer was unable to come in person due to being out of town and instead stated that he would send a Certified check for payment of the RO.  Service Advisor, *** reached out to the customer on Tuesday,April 30th requesting payment and advised the customer that the vehicle would need to be paid for and picked up with in 10 days or lot storage fees would ensue.  At this time, the customer and *** did agree that as soon as payment was receipted the vehicle would be delivered back to the customers home address at our earliest availability.  Team Toyota received a certified check for the full amount from the customer on Thursday May 2nd, 2024. 
  
  Service Advisor, *** spoke with the customer and advised that we had received payment and as soon as the check was cleared through the bank, we would deliver the vehicle back to the customer home address as previously agreed upon.  The check was cleared through our bank as of Thursday May 9th, 2024 and the vehicle was delivered back to the customers address as per our agreement.

   

• Initial Complaint

  Date:11/30/2023

  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.

  On 8/82023 Team Toyota Service Center called me when they had my car, 2021 Toyota *** * ****** and said an alignment was needed. The cost was $139.95. They did not aline the Left front camber back to factory specs. I spoke to **** ******* at the time of picking up the car. He told me the bolt used to adjust it was too short and they do not stock the item necessary to aline it correctly. Coming in again I spoke to ***. I even called the salesperson, Jason, to let him know the situation. Then when I came in again for the last of the free maintenance, I spoke to ****. I saw him go into the service managers office. I was told she would look into it. Team Toyota Service has not gotten back to me. I am requesting a refund of $139.95 since they did not perform the alignment to factory specs.

  Business Response

  Date: 12/11/2023

  ********************************* has been contacted by our service director ***********************************  ********************** has been refunded $148.35 ($139.95 + tax) for the service in question.  ********************** has an appointment on 12/12/2023 for a complimentary diagnosis.  

  Customer Answer

  Date: 12/24/2023

  [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:10/02/2022

  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 for repairs for engine noise and jerking problem on 09/09/2022. 2014 Toyota Highlander. Invoice number - **********, Service Advisor - Brooke Technician diagnosed the car and performed service and I paid $2395.85. As soon as I pick up my car after repair and drove i found that car still has same issue. I email service advisor on same day that car still having same issue. She recommended to bring the car back to re-inspect by technician. I took car back on 09/20/2022 and technician re-performed transmission service and now they saying drive for two week and if issue still persist need new transmission. So initial assessment was wrong. Car was not inspected after first service to ensure the issue was resolved. After paying almost $2400 car having the same issue and whatever service performed was not needed. I try to reach out to service manager to resolve the issue and now manager requesting to change transmission with additional charges. Car is not safe to drive with current issue and I will not take my car back to this place again. This is fraud and i will like to request my money back.

  Business Response

  Date: 10/07/2022

  There was a miscommunication between our Team and our client.  Our service director has reached out to ************** and he was given a refund of 1683.90 which ************** agreed this will rectify the issue and is satisfied.