Business Profile

Auto Manufacturers

Toyota Motor North America, Inc.

Complaints

This profile includes complaints for Toyota Motor North America, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,137 total complaints in the last 3 years.
420 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.

Initial Complaint
Date:02/08/2025
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 a 2023 Toyota sequoia 2 years ago, I was recently involved in a head on collision in December 2024 where the other car punctured my front bumper and severed the electrical system of the vehicle and that included the airbag system. While trying to get that repaired, the necessary part needed to fix my vehicle is not in stock with no date to be determined and in the meantime everyone I call the company I get told the person handling my case will return my call by the end of the week with an update which does not happen. Or they update me with they still dont have a response on a date the part will be ready. My car has been at Toyota north Bakersfield sinse January and in the meantime Im still making $1100 payments. They still do not have a date that the part will arrive and I dont know when my car will be ready. I do not get any answers from anyone.
Business Response
Date: 02/18/2025
We have reviewed the complaint filed by the Guest through our Brand Engagement Center.

We can confirm a case is actively being reviewed.

We encourage the Guest to further allow the brand engagement center to review and provide to next steps. Should the guest have any additional questions we encourage the guest to contact us at ************.
Customer Answer
Date: 02/24/2025
On 2-19-25 I contacted the body shop to get an update since the dealership said they could not give me, the owner, any information since the body shop dropped the car off. The body shop informed me they received the part and it should be completed by Friday the 21st. On Friday the 21st at 4pm I contacted the body shop to find out if my vehicle was ready and they informed me that the dealership ordered the wrong part. So now I am waiting for an update from someone. The answer from corporate is unacceptable and that has been their answer from the beginning, they are working on it! I never get a response or update about the part, from neither corporate nor the dealership nor body shop for that matter yet am still making the monthly payments of $1100 a month plus insurance. I have not had my car since January and am no closer to getting than I was when I started. I would like some definitive answers.
Initial Complaint
Date:02/07/2025
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 new Lexus RX350h (VIN *****************) at Lexus of **********, ** on 09.07.2024.Immediately after delivery I noticed two issues: a bumper was misaligned and the engine was noisy (noisier than in several identical vehicles I tried). I tried to work with the dealership to address this. They attempted to replace the bumper, but the new one was also misaligned (although in a different way). They could not say or do anything about the engine noise. Eventually I reached out to Lexus support (***************************************************************) and a case was created for me (#************). I was connected with *******, a manager at Lexus Brand Engagement Center.After about of month of wait, ******* arranged for me to meet with a factory representative and show the problems. An appointment was scheduled on January 16, 2025 at 11am at Lexus of *******, ***When I brought the vehicle at the arranged time, the representative was not there, and I was asked to leave the vehicle. They promised that the **** would call me to discuss my issues. In fact, nobody called me and four hours later they returned me the vehicle and dismissed my concerns.What was specifically upsetting was the fact that the representative did not even test drive my vehicle and assumed the engine was not noisy by measuring the engine noise on an idling car. I know this since I have a dashcam recording for the whole duration of their work with my vehicle.Then I spoke with ******* after this, I informed her that my vehicle was not tested properly and asked to escalate the case, but she stated that the decision of the factory **** was final and there was nothing she could do.I still maintain that my engine appears louder than it should and I a representative must speak with me and inspect my vehicle. I find my experience with Lexus, supposedly a luxury brand unsatisfactory so far.
Business Response
Date: 02/17/2025

We have reviewed the complaint filed by the Guest through our ************************ and regret to hear of the concerns reported by the Guest.
In our commitment to provide quality service, Lexus has regional representatives in place to support dealers by providing assistance and acting as consultants in unusual situations.

We note that the Lexus regional representative reviewed all information pertinent to the case, and rendered a decision, declining the Guests request on behalf of Lexus. The decision rendered by this individual represents Lexus' position.

Our review of the case indicates that all of Lexus' guidelines have been followed, and that Lexus met its obligations in regard to all expressly written warranties. We concur with the decision.
Customer Answer
Date: 02/17/2025
I am rejecting this response because:
The response ignores my concern. I stated that Lexus representative made a decision on my vehicle without actually inspecting it. It is impossible to assess the engine noise in a driven car without test driving it. And I have proof that the representative did not test drive my vehicle and only measured idling engine noise which is not what I was concerned with.
Business Response
Date: 02/25/2025

We have reviewed the complaint filed by the Guest through our ************************ and regret to hear of the concerns reported by the Guest.
In our commitment to provide quality service, Lexus has regional representatives in place to support dealers by providing assistance and acting as consultants in unusual situations.

We note that the Lexus regional representative reviewed all information pertinent to the case, and rendered a decision, declining the Guests request on behalf of Lexus. The decision rendered by this individual represents Lexus' position.

Our review of the case indicates that all of Lexus' guidelines have been followed, and that Lexus met its obligations in regard to all expressly written warranties. We concur with the decision.
Customer Answer
Date: 02/25/2025
I am rejecting this response because:
Lexus refers to internal guidelines that were allegedly followed and that are not available to me. But based on common sense, engine noise during rides can be assessed without actually riding. I have evidence that ******* representative or other technicians did not test drive my car at all. I have recordings from my dashcam for the entire duration of his work on my vehicle, and it was never driven. As a mechanical engineer (and as the matter of fact, *** in applied mechanics) I find this unacceptable.
If the representative prior to looking into my car, gave me a call for 3 minutes AS WAS PROMISED, I am sure I would be able to explain my position.
Initial Complaint
Date:02/07/2025
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.
In October of 2024 I leased a BZ4X electric vehicle from my local Toyota dealership. The terms of the lease are for 3 years and I put down $6,000 dollars. I leased the vehicle because Toyota advertised a range of 220 miles at a 100% charge and a recharge time of ***** minutes at a DC fast charging station. In the past four months since I have had the vehicle I have found none of the stats advertised to be correct. The top mileage range I have had on a full charge is 185 but it goes down exponentially faster than actual mileage depending on weather and driving conditions. On average I am only able to drive 60 actual miles before I need to recharge, significantly less than the advertised 220. Additionally the charge time at a fast charging station is hours, not minutes. Most recently I stopped when I was at 65% battery and charged for 90 minutes and got to 80% battery. I have photos to support my claims. I have made several calls to the Toyota Corporate Headquarters and they advised me to work with my local dealership. However, this is not an issue with the dealership, they provided me with the stats on the vehicle that corporate gave them. This is an issue of misrepresenting the performance of the vehicle on the corporate level. I believe people should be aware that Toyota is making false claims and there should be a recall on this vehicle.
Business Response
Date: 02/10/2025
We have reviewed the complaint filed by the Guest through our Brand Engagement Center.

We can confirm a case is actively being reviewed.

We encourage the Guest to further allow the brand engagement center to review and provide to next steps. Should the guest have any additional questions we encourage the guest to contact us at ************.
Customer Answer
Date: 02/10/2025
I am rejecting this response because: The response from Toyota North America does not address my complaint or concerns. The response advises that I wait and allow Brand Engagement to review and respond but I have already worked with **** from Brand Engagement and he has closed my case. So, I know they are no longer working toward a resolution. The issue with misrepresenting the mileage range of the BZ4x abs charging time remains.
Business Response
Date: 02/17/2025
We have reviewed the complaint filed by the Guest through our ************************ and regret to hear of the concerns reported by the Guest.
In our commitment to provide quality service, Toyota has regional representatives in place to support dealers by providing assistance and acting as consultants in unusual situations.

We note that the Toyota regional representative reviewed all information pertinent to the case, and rendered a decision, declining the Guests request on behalf of Toyota. The decision rendered by this individual represents Toyotas position.

Our review of the case indicates that all of Toyotas guidelines have been followed, and that Toyota met its obligations in regard to all expressly written warranties. We concur with the decision.
Customer Answer
Date: 02/19/2025
I am rejecting this response because: My issue with my lease of the Toyota BZ4X has nothing to due with the warranty. My complaint is that Toyota of North America has misrepresented claims on this vehicle in regards to range and charging times. I have never submitted any issue regarding the warranty and feel like I was directed to the wrong area of customer service. The original issue has not been resolved.
Initial Complaint
Date:02/06/2025
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.
Dealership did not explain outcome of multi point inspection report; denied my request to speak with the service manager as a result I denied all recommended services. They provided horrible service and ceased to answer my phone calls. All I wanted was my heater repaired . Now all I want is a refund and to never do business with them again.
Business Response
Date: 02/17/2025
We have reviewed the complaint filed by the Guest through our ************************ Per our records, we do not reflect any recent contact from the Guest to our ************************ We encourage the Guest to contact us at ************ so we may further evaluate the Guests concern.
Customer Answer
Date: 02/17/2025
I am rejecting this response because: Case number ******** previously filed with customer experience team; no refund issued as of today.
Business Response
Date: 02/27/2025
We have reviewed the complaint filed by the Guest through our ************************ Per our records, we do not reflect any recent contact from the Guest to our ************************ We encourage the Guest to contact us at ************ so we may further evaluate the Guests concern.
Customer Answer
Date: 02/27/2025
I am rejecting this response because: I only want a refund.
Initial Complaint
Date:02/05/2025
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.
Purachased a Brand New 2021 Avalon XSE Hybrid . About 1 .5 years ago we received a recall on the vehicle regarding the passenger airbag . We have called our dealership multiple times over that period asking when it would be fixed, We were told to call ************** ( Toyota Customer Advocate)Upon calling that number I explain to the *** ******* that I feel unsafe with my disabled wife driving the vehicle , The *** informs me that I don't need to worry as they can have a local dealership get us either a loaner , and if one wasn't available then a rental would be obtained for us and that it would be comparable to our luxury car and would indeed include navagation as our car does .He then files a ***ort and sends it to a local dealership. Within the hour ****** calls from dealership and states that unless the light is blinking that according to the toyota policies we would therefore not be eligible for a loaner/rental . Between the Toyota advocate , and the Dealership they have blamed each other and now appear to have refused us a loaner/rental that we have asked for. And we have been misled several times regarding what the " policy " is . They have also demanded that we leave our personal vehicle in the parking lot of the dealership , with absolutely no reason , or legal right to ask us to .Because of my disability I keep transcripts of all my calls , and I am more than willing to share them with the appropriate figures . This IS NOT a " he said she said" .We have been lied to , misled , and hung up on . And now Toyota is allowing my disabled wife and I to travel in our vehicle although we have stated numerous times that we we feel unsafe doing so . So much has happened within the last 3 days that I cant fit it all in this complaint . Quick Resolution is needed .
Business Response
Date: 06/10/2025
We have reviewed the complaint filed by the Guest through our ************************ Per our records, we do not reflect any recent contact from the Guest to our ************************ We encourage the Guest to contact us at ************ so we may further evaluate the Guests concern.
Initial Complaint
Date:02/05/2025
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 have been calling for the last 3 months to Toyota brand engagement center about issues with my car remote start with no satisfaction> there is a ***** charge monthly for the ********** was fine the first year that I bought my car in December 2024. It was working then . Now that I pay for it , I am having issues. I called again this morning because the remote start would not activate after trying at least 4 times. Two days ago I called and spoke to a nasty representative who after asking many security questions said I needed to be transferred , always telling me I am not in the correct area. I stayed on the phone listening to music 20 minutes and no one came back to the line. What is the point of having remote start if when it is cold outside and it doesn't work. many times the air conduction come on instead of heat even though the night before I set it up for heat . there is no rime or reason for the faulty features in this car especially the annoying safety features that I called many times before about.I am not looking for $***** dollars but I am asking for help from them and not get transferred all over the place, listen to long music holds, and employees like this morning not believe me when I made the report. Stating that there is nothing wrong on their end. I spoke to a Izaiah this morning.
Customer Answer
Date: 02/15/2025
Every morning I go Into my Toyota app to do a remote start it takes a good five minutes to get my phone to connect to Toyota remote start. It takes several seconds to open it up very difficult and then when I go to start by pressing the remote start that takes a while I might as well just walk out to my car and start it myself you charge a fee for the service but its not reliable. Soon my subscription will end and I will not pay another $15 if it is not working. I doubt that I hear from this company because all the features that around my car are very complicated and faulty. I mustve called in more of a dozen times without any satisfaction. No one there seems to know what theyre doing
Business Response
Date: 03/04/2025

Thank you for contacting us. Were sorry to learn youre having trouble remotely starting your vehicle with the Remote Connect feature on the Toyota App.

Given the error message youre receiving, please take these steps before remotely starting the engine:
1. Lock all the doors.
2. Close the trunk and hood.
3. Stop any other remote starts that may already be in progress.
4. The vehicle must be stationary and not running.
5. Ensure the vehicle has more than 1/4 tank of fuel.
6. Ensure the smart key (key fob) is outside the vehicle.

If youve taken all six steps, above, and youre still getting an error message, please try these problem-solving steps:
1. Get in the vehicle and start it the old-fashioned way.
2. Let it run for a few seconds, then turn it off.
3. Exit the vehicle and lock the doors with the key fob.
4. Step at least 5 feet or more away from the vehicle.
5. Log in to the Toyota App and retry the remote engine start command.
You will know if the engine has started because you will see a ten-minute timer countdown begin on the ***************** card on the app, along with the option to Stop Engine.

If you continue to have trouble with Remote Connect, please call us at **************. Were available 8:00 a.m. to 8:00 p.m. Eastern Time Monday through Friday and 9:00 a.m. to 7:00 p.m. Eastern Time on Saturday.

Customer Answer
Date: 03/04/2025
I am rejecting this response because: I find it very difficult to call into Toyota and get customer service support. The people are very rude. They reroute you or hang up on you and if you do get a live person, they dont understand a darn thing youre talking about and then they get offensive I tried all the steps that youre talking about, but it took so darn long for you to reply to this complaint that we dont have to really worry about it anymore cause I will never pay the $15 again to get your remote store because it is useless. I ended it last month. The worst thing I ever did in my life was buy a Toyota between The remote start and the Obnoxioussafety features That very seldom work I would not recommend This product to anyone. Dont you think I tried all those tips that you sent over in an email before I even made the complaint?? I wasted my money on the monthly charge for remote start because it never worked and Id have to go out in the car freezing and sit there and wait for it to warm up like Ive done for the last 50 years. This was supposed to be a new feature on my brand new car, but very seldom worked.
Business Response
Date: 03/06/2025
Thank you for contacting us. Were sorry to learn youre having trouble remotely starting your vehicle with the Remote Connect feature on the Toyota App.

Given the error message youre receiving, please take these steps before remotely starting the engine:
1. Lock all the doors.
2. Close the trunk and hood.
3. Stop any other remote starts that may already be in progress.
4. The vehicle must be stationary and not running.
5. Ensure the vehicle has more than 1/4 tank of fuel.
6. Ensure the smart key (key fob) is outside the vehicle.

If youve taken all six steps, above, and youre still getting an error message, please try these problem-solving steps:
1. Get in the vehicle and start it the old-fashioned way.
2. Let it run for a few seconds, then turn it off.
3. Exit the vehicle and lock the doors with the key fob.
4. Step at least 5 feet or more away from the vehicle.
5. Log in to the Toyota App and retry the remote engine start command.
You will know if the engine has started because you will see a ten-minute timer countdown begin on the ***************** card on the app, along with the option to Stop Engine.

If you continue to have trouble with Remote Connect, please call us at **************. Were available 8:00 a.m. to 8:00 p.m. Eastern Time Monday through Friday and 9:00 a.m. to 7:00 p.m. Eastern Time on Saturday.
Customer Answer
Date: 03/06/2025
This company replies to the complaint with the same explanation over and over again. My car is only a year old and I have to deal with this company for many many years. I want a number that is a correct number and not generic and where I will get a live person to help with problems that exist with that car in the future, I also would like reimbursement of the $15 or $30 I Was built for on my credit card For remote start Feature that did not work it failed every time I went into the car when it did start I froze. And when it was freezing out, and I attempted to use the remote start, it would not operate the way it should from my phone. I dont want a number to Toyota to get argumentative employees that are not helpful and I have to hang up. And when I ask for a supervisor, I expect to get one not to listen to music forever and no one pick up the phone, get disconnected and have to start all over again. The customer service needs to be improved and I want to stress On the Bbb website for future customers to see The issues *** had with the company.
Customer Answer
Date: 03/06/2025
This company replies to the complaint with the same explanation over and over again. My car is only a year old and I have to deal with this company for many many years. I want a number that is a correct number and not generic and where I will get a live person to help with problems that exist with that car in the future, I also would like reimbursement of the $15 or $30 I Was built for on my credit card For remote start Feature that did not work it failed every time I went into the car when it did start I froze. And when it was freezing out, and I attempted to use the remote start, it would not operate the way it should from my phone. I dont want a number to Toyota to get argumentative employees that are not helpful and I have to hang up. And when I ask for a supervisor, I expect to get one not to listen to music forever and no one pick up the phone, get disconnected and have to start all over again. The customer service needs to be improved and I want to stress On the Bbb website for future customers to see The issues *** had with the company.
Initial Complaint
Date:02/04/2025
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.
12-28-2024, purchased a new 2024 Corolla, Hybrid from ******* Toyota in ********, *** sight unseen. The salesman did not open the trunk or mention anything about the car not having a spare tire. Upon arriving home we discovered only a tire inflator and can of fix a flat instead of the usual spare tire. We called the dealer and it was put back on us because we didn't ask about it before purchase!No, my 6th new Toyota purchase, spare tires always came with my cars, unheard of for me to think otherwise. I spoke to many, up the chain of command until the ** said he would exchange for a regular Corolla, no, we wanted the hybrid, which does not come with the tire. We feel it is unsafe to drive/ride in a car without a spare tire due to our own life experiences. That can in trunk will do you no good if you have a blow-out! So we are extremely disappointed that Toyota has chosen to put their purchasers in unsafe situations by not providing a spare tire, not acceptable. We discussed with the ** at dealership about us purchasing a spare or donut tire and the tools to accompany for safety sake. He said he could give a discount toward that purchase, which we ordered a total of $776.19 for such from his parts ***** The only discount we got was putting air in and placing the tire on the rim. We have contacted Toyota ************ many times, here is latest case #************, from 01-25-25. we are asking for some retroactive rebursement,(echange/refund/replacement), of these expenses from THEM. Toyota is the one who manufactured and sold this car without a spare tire, we call that unsafe and should have come with the car. We have all receipts but not sure how to upload them.
Business Response
Date: 02/17/2025
We have reviewed the follow-up complaint filed by the Guest.
As we have indicated, the client was advised the purchased vehicle model does not come equipped with a spare tire upon the time of sale. As such, Toyota would be unwilling to offer compensation for any related vehicle purchases or accessory add- ons. While we understand the dissatisfaction with this decision, it represents Toyota's final position on this matter.
In reviewing the case, we find that Toyota has met its obligations in regard to all expressly written warranties and are unable to grant the Guests request at this time.

Customer Answer
Date: 02/17/2025
I am rejecting this response because: We weren't told about this at the time of sale. When discovered, we called the salesman and his response was that "we didn't ask". We complained to the mgr and the ** that info should have been disclosed during the sale and sales team perhaps could be better ********** mention this fact.. The response given from Toyota today completely ignores the fact that they are putting people's safety/lives in jeopardy by ommision of a spare tire. We guess having a tire blowout in a cell dead zone won't ever happen to them or a loved one. Thanks for thinking of your loyal customers **********************.
Business Response
Date: 02/18/2025
We have reviewed the follow-up complaint filed by the Guest.
As we have indicated, the client was advised the purchased vehicle model does not come equipped with a spare tire upon the time of sale. As such, Toyota would be unwilling to offer compensation for any related vehicle purchases or accessory add- ons. While we understand the dissatisfaction with this decision, it represents Toyota's final position on this matter.
In reviewing the case, we find that Toyota has met its obligations in regard to all expressly written warranties and are unable to grant the Guests request at this time.
Customer Answer
Date: 02/18/2025
total disregard to the safety factor of their decision to omit the spare tire and NO we were NOT informed of that at purchase
try reading the information that was sent to you...
After purchasing 6 vehicles from them, I believe our loyality to this brand will end here.
No longer will we recommend you to others. Done..
Customer Answer
Date: 02/19/2025
I am rejecting this response because:

total disregard to the safety factor of their decision to omit the spare tire and NO we were NOT informed of that at purchase
try reading the information that was sent to you...
After purchasing 6 vehicles from them, I believe our loyality to this brand will end here.
No longer will we recommend you to others. Done..
Initial Complaint
Date:02/04/2025
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 a 2016 white Toyota Tacoma brand new at a Toyota dealership. Shorty after the warranty on the paint expired the paint started peeling- falling off the truck. Eventually Toyota admitted the white paint for certain years of their vehicles was bad and said they were going to repaint. The waiting on this has been years. Now I find out they are only going to paint around the side windows and something on the fender. There is a major section above the windshield that also peeled and is now rusting. Toyota dealership and Toyota said this area is not covered under the repainting plan. And I was told that will cost me $4000 out of my pocket to fix! This is preposterous! Now the rust will continue and the windshield will fall out! What recourse to I have on this "lemon" paint job?
Business Response
Date: 02/14/2025
We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer.

The guest contacted the ********************** *********************** on 2/13/2025 and was advised by a Team Member that specific components may not be covered by a customer support programs or special service campaigns.

Should the guest have any additional questions or concern we encourage the Guest to contact us at ************ so we may further evaluate the Guests concern.
Initial Complaint
Date:02/04/2025
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.
Dear BBB,I am filing a complaint against Lexus of Watertown regarding a misleading transaction involving the purchase of a Lexus RZ300e on April 17, 2024. I paid $66,371 for the vehicle (VIN *****************) and traded in my Toyota Corolla Hybrid as part of the transaction. The dealership promised that the car would provide 270 miles per full charge and that Level 3 charging would take only 30 minutes. They also offered a $22,000 discount, which they claimed was a special promotion, and assured me I would qualify for federal and state tax credits.After a few weeks, I realized the car only delivers a maximum of 160 miles per charge, and charging takes over an hour. Additionally, the car loses charge while parked and cannot heat the cabin during charging, which is a significant issue for me as I suffer from Raynaud's phenomenon. Despite multiple service visits and verbal complaints, Lexus of Watertown dismissed my concerns, attributing the issues to weather or driving habits. When I asked for my concerns to be documented, they were reluctant to do so.I later discovered that the same model for 2025 is priced at $48,175, indicating the $22,000 discount was misleading and the vehicle was overpriced. Furthermore, I was unable to claim the federal and state tax credits they promised. When I raised this issue with the dealership, they blamed changes in federal policies, yet they continue to advertise these credits on their website.I have filed complaints with Lexus (Case ************) and the National ************************************* (***** Complaint ********), but the issues remain unresolved. I believe I was misled and overcharged, and I seek BBB's assistance in facilitating a resolution. I am requesting either a full refund, a replacement vehicle that meets the promised specifications, or appropriate compensation.Thank you for your attention to this matter.Sincerely,**** ****** ************************************************************ ********************* ************
Business Response
Date: 02/11/2025
We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer.

********************** had an open case with the Dispute Resolution team to further look into the guest request. The guest should have received the finding in their email on 12/30/2024-1/5/2024. The email has the findings and the analyst information if the guest has any further questions.

If the guest has further questions. We encourage the Guest to contact us at ************ so we may provide additional information.
Initial Complaint
Date:02/04/2025
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.
2017 WHITE TOYOTA TACOMA sold to me and has defective paint from the Toyota factory. This paint is peeling off the hood the roof the bed front fenders and all 4 doors and door jambs. Toyota is voluntarily repainting the doors and front fenders but nothing else. This paint peels constantly. My truck is garaged out of the elements hand washed and it still peels paint. This is defective workmanship on Toyotas part. I am asking that they repaint EVERY part of my truck that is peeling not just the doors and fenders. They are refusing to repair their defective paint job and this is why Im filing a complaint with BBB. This is my first Toyota and my last Toyota solely based on the lack of customer service and the poor quality of the Toyota products.
Business Response
Date: 02/11/2025

We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer.

The guest contacted the ********************** *********************** on 1/22/2025 and was advised by a Team Member that specific components may not be covered by customer support programs or special service campaigns.

Should the guest have any additional questions or concern we encourage the Guest to contact us at ************ so we may further evaluate the Guests concern.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Toyota Motor North America, Inc. is BBB Accredited.