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:04/01/2025

  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.

  So I recently bought a used car with Performance Toyota Volvo in ***************. Before buying the car there was some work done on the front axel and control arm because it wasnt safe to drive. A month later that same part broke due to mechanical error. The control arm connects the wheel to the steering component which is very dangerous if it malfunctions, causing harm or death to others or myself. I was coming down a big mountain when my tire started vibrating so much so that I couldnt drive any further. I dont think Performance Toyota understands how serious of an issue that could have been. I got be seriously hurt or dead right now because of their faulty mechanics. I called Performance Toyota Volvo and they were all about helping me and sending a tow truck over to get it repaired until I told them I moved to ******, **. Then their attitudes changed and they started saying it wasnt their fault and they never touched the part the malfunctioned. I have a shop out here in ****** ( South Denver Automotive) claiming it was a faulty repair on the mechanic and are willing to give a statement if need be. I also have all the paperwork and text messages from the dealership. I dont want to take them to small claims court and would rather settle outside of court but they will not budge. They only want to pay for the part and not the labor or tow. I just want to be made whole from this since it is not my fault. They can blame it on the manufacturer all they want but I dont think I should have to pay for something that was in a contract I signed that stated this part was fixed and safe to drive. If more photos are needed I have them. I just couldnt upload them all onto this file

  Business Response

  Date: 04/07/2025

  Good evening,

  First of all, the vehicle was sold "AS-IS" as noted in the attached, signed document. As a gesture of goodwill, I offered to pay $350 towards the repairs due to the fact that it appeared to be a manufacturer's defect on the part. I spoke to my attorney, as well as my PA State Inspection officer and they both agreed that we were not at fault during this repair. I did speak to the shop in ******, ** and as you can see by one of my emails, he was completely wrong in what he was saying, his claims of removal / installation were actually physically impossible. The threads that were damaged / in question were concealed by a nut and certainly happened during assembly of the part at the manufacturer's plant; there was no way for anybody to know that the damage was there. As I also stated in my email, I would have tyically offered to cover more, or I would have replaced the part in house, but the vehicle is 2000 miles away in ********. My offer of $350 stands as originally presented.

  Customer Answer

  Date: 04/08/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23146793
  
  I am rejecting this response because: As of PA inspection guidelines section ****** (E) Beneath the vehicle inspection  "Inspect suspension system and REJECT IF one or more of the following apply" 3(i) Ball joint movement is in excess of the manufacturer's specifications. If a bolt is stripped whether it be from the mechanic or shop the castle nut would not be torqued to manufactures specifications. This would cause excess movement from what the manufacture specified since the nut would not be held in place from the stripped stud. Also the $350.00 doesn't even cover the cost of the failed part. $350 is a disrespectful low ball from the $1,730 it cost me to repair a mistake cause by your shop. ill settle for $850 which is half of the cost. I believe that is a reasonable asking price for something that was supposed to be fixed before i bought the car.

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

  
  

  Business Response

  Date: 04/25/2025

  I am more than versed on PA Inspection guidelines. The freeplay (movement) referenced is inside the joint itself and has nothing to do with the mismanufactured component that we're discussing. Just to prevent from wasting any more time on this, I am willing to meet in the middle and offer $600.

  Best, 

  *** *****

  Customer Answer

  Date: 05/07/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23146793
  
  I am rejecting this response because: I appreciate the offer but i think Toyota should at least cover the cost of the repairs which is $700. I will take on the $1,000 tow fee if the $700 service fee on the vehicle is taken care of.
  
  
  Regards,
  
  ***** *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/25/2023

  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 bought a new ***** from them 6-19-2023. I live out of state and and was told by the finance department they handle everything. This was supposed to include license plate and registration which would be mailed directly to my house. My temporary tags were good for 60 days. Giving them more then enough time to get me my new ones to me. I have called them 4 times to ask about them, I was told not to worry the 1st 2 times. The last 2 times I was told sorry there is nothing we can do our hands are tied, just drive your car anyways. My tags are expired and have been now for over a week. I have a car that is 9 weeks old that I have to pay for but I can not drive. I can't even go to my local DMV and pay again to get another set of tags because I don't have the paperwork to do it with. I ask them for another temporary tag and they will not give me one.

  Business Response

  Date: 09/07/2023

  From my Finance Director:

  Spoke to **** (Company that handles out of state registrations), WV completed this transaction on 08/11. However, WV DMV sends the plate and registration directly to the customer via USPS  and does not use the *** label **** provides. They currently have a turn around time of 3-6 weeks. I spoke to the customer who was very patient and calm and told her this, she was told by the DMV in WV to contact the lien holder and the dealership. I apologized for the inconvenience and told her we would call the DMV tomorrow and try to get an answer. I also told her we would look into possibly an extension letter on the temp tag so she could keep in the glove box. and we would cover any tickets or fines for the expired tag.

  Customer Answer

  Date: 09/15/2023

  The finance manager did reach out to the DMV in WV.  She was wonderful to work with, she figured out what the issue was and how to solve it.  I was able to go to the DMV in person and get my tags and registration.  I have nothing but wonderful things to say about her, she is very competent and would be able to excel at her job.  The rest of the people I spoke to in regard to this issue is far from competent and should be receiving a disability check.   In the end it all worked out.

  Customer Answer

  Date: 09/15/2023

  [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:06/27/2023

  Type:Billing 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.

  BBB Toyota I made a deposit on 2/3/23 for $500.00 a toyota car that was not in stock at the dealership. The dealership promised me that I could get my deposit back if I do not like the car when it comes to the shop. When I placed the deposit, they did not tell me the final price of the car and said they wouldn't know until it arrives. I tried to get ********** to resolve the deposit but they did not. I called the company multiple times and they refused to resolve the claim.

  Business Response

  Date: 07/17/2023

  Per the attachement That I uploaded, her refund check was issued on 3/13/2023 and cashed by her on 3/17/2023

• Initial Complaint

  Date:02/22/2023

  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.

  The purpose of this letter is to make you aware of a serious problem I have with my Toyota Vehicle. In September 2007, I purchased a new Toyota ****** pickup truck from one of your dealers. I still have this vehicle and have kept it in immaculate condition. In addition to being mostly garage kep,t it has always properly maintained, inspected, etc. and I have kept all records proving so. One of those records concerned a recall from Toyota to have the truck’s frame inspected and coated to prevent corrosion damage from highway chemicals encountered in everyday use. It was taken to Performance Toyota where it was purchased to have this done. Apparently, there was some evidence that the frame of this model truck was subject to corrosion when exposed to certain highway treatments. They coated the frame but never said that the frame was in need of replacement. Toyota then extended the warranty to 2019. I was already retired when I purchased this vehicle. Therefore, it wasn’t necessary to use it when inclement weather was a factor. It was mostly garage kept or removed from our narrow dead-end street and parked in our driveway if plowing and salting were necessary. In addition, I live up on a mountain so water does not remain on the street for a very long time. Exposure to corrosive chemicals was very limited. When I had the truck inspected in November 2021, I was told by the garage crew that I should have the under-body and frame coated because there was evidence that the frame was beginning to show signs of corrosion, even though it was coated by Performance Motors to prevent this from happening. They never said it was so badly damaged that it wouldn’t pass inspection. I did this within a week at a cost of $500 and have a copy of the bill to prove it. In November of 2022 I took my truck to Performance Toyota, where I had purchased it, for inspection and service. A service technician came to see me after about 45 minutes and said my truck would not pass inspection because the frame was so badly corroded it was no longer safe to drive. He said that I would need to have a new frame installed at a cost of $12,000. Apparently, the coating done the previous year was too late to protect the vehicle. I took the truck to a different garage that same day to verify the condition of the frame. It was put on the lift and I and the technician inspected it. Sure enough, the frame showed signs of massive corrosion. He said it could be patch-welded at one point near the right rear wheel so it would pass inspection. He also said if I wanted to keep the truck for a long period of time it would need a new frame. He said the frame would cost $4000 and the labor to install it would be about $3000. That’s $7000, $5000 less than the Performance Motors quote. I eventually went with a weld-patch at a cost of $1100. It took me until January 9 to get it done. I bought this Toyota truck because I was happy with the two *****’s and the ****** I owned prior to the truck purchase. I relied on my previous Toyota experience when I bought this truck. How wrong I was. This truck has 38,800 miles on the odometer and looks great. It is mechanistically perfect. The ***** Blue Book rates its present dollar value at $8500. Of course, it can now only be sold for parts. Prior to my ****** I had a 1996 ***** **** pickup I bought new. In 2007 I traded it in on the ******. It had some mechanical problems but no corrosion problems and I live at the same place. So here are the facts: 1- I have a 2007 Toyota pickup truck that is physically flawed and therefore defunct. 2-- Your ads show this truck driving in creeks, up steep mountains, etc. Absolutely impossibly. 3- If all 2007 Toyota ****** trucks have the same frame as this one, they should be in the scrap yard by now. If not, then the frame installed in my truck was a substandard mistake. 4- This truck was driven more like a car. I moved furniture, picked up large items, got mulch for my Garden, etc. Physically it no longer qualifies as a truck. 5- This truck has only 38,900 miles on the odometer and has never been in an accident. The ***** Blue Book lists its value as $8500. Toyota can buy it back for this price. 6- Performance Toyota is guilty of not telling me about the amount of corrosion that was visible on this frame when they inspected it as per a recall notice. The recall said if the frame has extensive corrosion it must be replaced. It was coated instead. 7- I bought a pair of running boards shortly after I bought the truck and installed them myself. They look like the day they were installed because they were made with corrosion resistant metal alloys. Too bad the frame wasn’t made with a similar alloy. 8- The frame problem has nothing to do with me, where I live or drive, etc. Toyota mistakenly installed a frame that was very susceptible to corrosion and I either want it replaced or bought by Toyota for $8000. Copies of this letter will be sent to the following businesses: Toyota Corporation Performance Toyota, 4681 Penn Avenue, Sinking Spring, Pa 19608 ******** ******* Pennsylvania Better Business Bureau Vehicle description: 2007 Toyota ****** pickup truck Serial # ***************** Purchase Dealer: Performance Toyota, September 25, 2007 **** ** ***** **** ******* **** Reading, Pa. ***** Phone ###-###-#### Cell ###-###-#### *******@*******.net

  Business Response

  Date: 03/20/2023

  When performing these frame inspections, we had very strict guidance to follow from Toyota Corporate. Even though the frame may have been rusted, if there weren't any holes in the frame larger than 10mm, we were instructed to coat the frame. In all honesty, we would have preferred the frame need to be replaced for we get paid a large amount of money from Toyota to do this. But like I said, we had very strict guidance including photos that needed to be sent in for approval. Toyota is the only manufacturer that has extended a warranty of this scope to their customers, when in fact, they don't produce the frames, they were produced by ****. Working for various manufacturers over the years, I've seen many 16 year old vehicles with rusted frames and the manufacturer does nothing because the corrosion is due to an outside influence.

  
  

  All the best,

  Jim H****
  General Manager

• Initial Complaint

  Date:09/12/2022

  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.

  On September 2, 2022 I took my car to Performance Toyota for repairs. On September 5 Mr. D***** the Service Advisor contacted me and said the car would take a new manifold pipe and spark plugs and it would cost approximately $1400. I okayed the repairs. On September 7 Mr. D***** contacted me and said it was still misfiring. They were going to look into it the next morning. I received a call later in the day telling me the car was ready to be picked up. I picked up the car the next morning and Mr. D***** said they just had to adjust the EGR valves. I drove the car to work and the same exact problem I had before still existed. I called Mr. D***** the next morning September 9 and he said he was too busy to talk to me. I called back later, and the phone went to voice mail. I left a voice mail for Mr. D***** still no call. I left a text message for D***** and still no return call. Later that day I attempted to contact the Service Manager and the call went unanswered. I left him a voice mail and a text message and still no answer. On Saturday September 10, I contacted Toyota complaint department and they attempted to call the dealership, and no one answered. They told me if I did not receive a call after one business day, I should call them (Toyota) again. As I write this, I have still not received a call from the dealership. I think it is safe to assume they knew the car was not repaired or why would they not take my call.

  Business Response

  Date: 10/05/2022

  Sorry for the delay as we were working with ************************. Let me preface this by saying that his vehicle was originally diagnosed and repaired by a 30+ year Master Toyota Technician. After the initial repairs the vehicle passed all checks and was deemed repaired. Once he returned, we found that there was a "deeper" repair that needed to be done. We spoke with him and offered the repair while discounting what he already paid, after a few days, he declined. We cut him a check for the original amount paid and he picked up the vehicle.

  
  

  Best, 

  JimH**** General Manager Performance Toyota / Performance Volvo