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

1,136 total complaints in the last 3 years.
417 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:01/11/2025
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 brand new 2024 Lexus NX350h at "Lexus of Albuquerque" dealer shop in ** on January 26 ******. Problem : Malfunction of blind spot sensing signal on the left side of rear view mirror.While driving I found a malfunction of sensing a car on the blind spot for the left side of rear view mirror from the beginning since I bought it. This problem is not repeatable always. It happens sometimes, but not happens sometimes for my commute usually driving for 20min. This problem makes me confused, and so stressful during driving whenever I try to change lane to the left since the signal is not reliable. This can cause safety issue because of malfunction on the blind spot sensing.2. Complaints I reported on that issue to sales and service department at the dealer shop in about a week just after buying it, while asking checking and fixing that problem. They started inspecting it mainly from April, 2024 after recognizing that problem. At least 4~5 times this was inspected and checked. But dealer shop told they could find what the problem is this problem is continued. They did not do any repair work saying nothing wrong found on scanning the system though the problem is continued, now it becomes a chronic issue. I asked to replace some parts related to blind spot sensing and control system. But they have said they can not replace specific parts or its system since nothing wrong is found by their scanning method though it is known the problem is continuously existing. I have waited for 11 months until they can fix this issue. On Jan 11, 2025, I escalated this issue to corporation level of Lexus. I'd like to file this case on BBB also since Lexus would not have worked actively to solve this problem so far for a long time. I need some help to fix this problem. If not in time before one year warranty, I'd like to request its whole replacement, or exchange with a brand new one.
Business Response
Date: 01/27/2025
We have received the guest complaint. We have opened a case with the Dispute Resolution team to further look into the guest request. We cannot guarantee the outcome of the findings.

Please allow 7-10 days for a consultant to reach out to the guest via email. Then about 60 days for a resolution on the findings.

If the guest has further questions. We encourage the Guest to contact us at ************ so we may provide additional information.
Customer Answer
Date: 01/27/2025
Still in progress, not settled down yet. The company told it can take two months. I am waiting until in can be resolved fully, while responding their requests.
Customer Answer
Date: 01/29/2025
I am rejecting this response because: Still in progress, not settled down yet. The company told it can take two months. I am waiting until in can be resolved fully, while responding their requests.
Business Response
Date: 01/31/2025
We have received the guest complaint. We have opened a case with the Dispute Resolution team to further look into the guest request. We cannot guarantee the outcome of the findings.

Please allow 7-10 days for a consultant to reach out to the guest via email. Then about 60 days for a resolution on the findings.

If the guest has further questions. We encourage the Guest to contact us at ************ so we may provide additional information.
Customer Answer
Date: 01/31/2025
I am rejecting this response because: This is still in the middle of Toyota-internal process, not settled down yet with me. Toyota told it would take two months to finish this process since its claim was filed. I can not say it is closed until my cars malfunction is fully fixed, or can be exchanged with a brand new one with same options. Toyota told before its blind spot sensing system can not be fixed. Because of it I claimed replacement or exchange with a brand new NX350h suv car configured with same options, saying I can not drive any more this car causing safety issue and such a high stress by confusion of car presence on the blind spot and its malfunction during driving.
Business Response
Date: 03/04/2025
We have received the guest complaint. We have opened a case with the Dispute Resolution team to further look into the guest request. We cannot guarantee the outcome of the findings.

Please allow 7-10 days for a consultant to reach out to the guest via email. Then about 60 days for a resolution on the findings.

If the guest has further questions. We encourage the Guest to contact us at ************ so we may provide additional information.
Customer Answer
Date: 03/04/2025
I am rejecting this response because no update was done after the case was filed, while the company saying that the case could take two months for its completion. I have continuously waited for their update on status to close the case.
Business Response
Date: 03/06/2025
We have received the guest complaint. We have opened a case with the Dispute Resolution team to further look into the guest request. We cannot guarantee the outcome of the findings.

Please allow 7-10 days for a consultant to reach out to the guest via email. Then about 60 days for a resolution on the findings.

If the guest has further questions. We encourage the Guest to contact us at ************ so we may provide additional information.
Initial Complaint
Date:01/10/2025
Type:Order 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 not responsible for the debt attributed to TOYOTA MTR. There is no contractual relationship between me and TOYOTA MTR, and they have not provided the original agreement as requested.
Business Response
Date: 01/17/2025
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.

Toyota Motor Sales **** does not report to any credit agencies. The guest may contact Toyota ****************** at ************ or referred back to the Toyota Dealership.
Initial Complaint
Date:01/09/2025
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.
Between the dates of 12/28/2024 - 1/9/2025, I made several attempts (more than 7) to get reimbursement and service from Toyota Motor, North America for my 2022 Toyota Sienna, which was experiencing a sensor defect that drains the battery and causes the vehicle not to start. This defect was a known issue with this vehicle (according to a technical service bulletin produced by Toyota on this particular make, model, and VIN number.) See attached TSB and repair documentation. A certified Toyota dealership in *********, OH diagnosed the issue in our vehicle on 12/28/2024 with an estimated cost of $5600. Toyota Motor North America customer service first offered $2500 toward the repair and then proceeded to tell me on several more occasions they couldn’t do anything to help me because they realized my vehicle had a Hawaiian VIN number. My case was escalated to a case manager and I waited several days for call backs. They told me I would need to deal with ****** ******* to resolve my issue. I spoke with ****** ******* 3 times between 12/30-1/9. They told me that yes, they produced and serviced the vehicle when it was in Hawaii but because I live in Ohio, they would not help resolve my issue.
Again, this is a known defect in this make and model but because there is no recall and I don’t live in the state in which the car was made (Toyota Motor North America considers Hawaii a “foreign market” but does not disclose this information in vehicle documentation), I am left stranded. As a Toyota customer and consumer, this is appalling. The dealership I bought the car from says they weren’t responsible to know or communicate this issue /discrepancy between a Hawaiian VIN and a non-Hawaiian VIN. ****** ******* takes no responsibility either because I don’t live there. I am seeking that $2500 reimbursement originally promised me from Toyota Motor North America.
Business Response
Date: 01/23/2025
We have reviewed the complaint filed by the Guest through our Brand Engagement Center.

The guest vehicle does not qualify as a North America Sales Inc. Vehicle Identification Number. Toyota would like to refer the guest back to ****** ******* in Hawaii. The contact information is ************.

The guest is also welcome to submit all paperwork to our online portal for a review and no guarantees. The website is ******************************
Initial Complaint
Date:01/09/2025
Type:Product 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.
A new 2023 Toyota Corolla hybrid AWD had the airbags deploy on a paved road without any rollover or collision. It resulted in the driver scraping trees in an attempt to not crash into the ***** due to the brakes and wheels locking. Toyota Customer Engagement was informed and they replied that the crash resulted in the airbag deployment. Their ********** Recorder showed that a rollover occurred first, then collision. However, no rollover occurred. Attempts to contact the handler at lease 5 times resulted in voicemails and no return calls.
Business Response
Date: 01/23/2025
We have reviewed the complaint filed by the Guest through our Brand Engagement Center.

An email was sent with our findings the analyst information is in the email. If the guest has any further questions, please follow up with their analyst.
Customer Answer
Date: 01/24/2025
I am rejecting this response because: Last week they said they would have the claims handler contact me but they could not guarantee anything. No one has contacted me. The email response that BBB has forwarded contains nothing new other than my attachments. I cannot attach the phone call that I had with Toyota ***************** however I do have it if it is needed. They responded to me because I sent emails to their leadership, not because of the BBB inquiry.
Business Response
Date: 01/27/2025
We have reviewed the complaint filed by the Guest through our Brand Engagement Center.

An email was sent with our findings the analyst information is in the email. If the guest has any further questions, please follow up with their analyst.
Customer Answer
Date: 01/27/2025
My complaint was that the analyst is refusing to call me back. This was why I submitted the complaint. Toyota can say I have to follow-up with the analyst but I cannot get in touch with her. Thank you for your help but I can see that I have no way to resolve this issue.
Customer Answer
Date: 01/27/2025
I am rejecting this response because: I cannot get in touch with the analyst, I have left messages and faxed her paperwork with no response at all.
Initial Complaint
Date:01/09/2025
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.
This has become a tremendous issue and it is unacceptable. Will go over this step by step. -Purchased a GOLD Certified Highlander in July 2024 from ***************** Toyota -After bringing home, I noticed wind noise at ***** MPG. No More No Less. 3 different visits for this issue to be resolved. Thought it was missing rubber on roof, nope, then something with the grill. (2 visits to find and fix)-Took 9 weeks to get plates for the car and had to keep getting temps -Noticed in the lower front bumper there was blue painters tape holding something together. That's how your tec's fix things? PAINTERS TAPE? had to fight to have this fixed! When they did this repair they didn't pop the bumper back into the clips properly. Luckily I was able to. -NOW THE LAST STRAW !Brought my car in December 2024 Lift Gate not working Squeaking breaks (these were supposedly replaced before sale)Creaking since I bought the car in the front end. Dealer covered the creaking in the front end. Some repair needed. HOWEVER I STILL HEAR THE ISSUE!Dealer replaced rear brakes and other parts. Tried not to, but I explained the brakes were replaced in July. In December they shouldn't be worn how they are on an angle especially with highway driving. Photos show parts in the rear SHREADDED! This was caused by improper inspection of car in July and if fixed properly before the sale of the car, then the brakes wouldn't need to be replaced now. I am told the lift gate repair parts on back order until janurary now its January and I am told the parts are on back order until MARCH!! ARE YOU KIDDING ME? I am in sales and need my trunk for work, hence why i got this car. NOW NO TRUNK UNTIL MARCH??? THIS IS UNACCEPTABLE!!!SHAME ON TOYOTA THIS IS A LEMON!!!!!SHAME ON THE GOLD CERTIFIED INSPECTION!I DEMAND ANSWERS!
Business Response
Date: 01/17/2025
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: 01/17/2025
I am rejecting this response because:
car brought in December and I was told part back order until Jan
now I am told April
5 months for a part. What is this ***** times? ********. Youre telling me no dealer in the country has this part? I call BS.
I need my car for work so something needs to be done here immediately. Take the car back give me another I dont care. Ive had nothing but issues and this needs to be rectified you cant expect someone to not have a functioning vehicle for 5 months because you cant find a part? ********. Its a 2022 car not a 1922
be better and fix this
Business Response
Date: 01/17/2025
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: 01/17/2025
I am rejecting this response because:
this complaint needs to stay active and posted as unresolved
Ill deal with the brand engagement center, however, learning the part is another month delayed in unacceptable thats 5 months. I need a functioning vehicle so Toyota make it right.
find the part or give me another car. This is not okay!
lemon law complaint filed with the state for this and all other issues
Business Response
Date: 02/27/2025
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 ************.
Initial Complaint
Date:01/08/2025
Type:Product 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.
As of today, January 8, the loan has not been repaid from the 12/6/2024 repurchase sign-off. Toyota has thousands of dollars of mine tied up that was not included in the repurchase offer. To date, these items apply to a Colorado Lemon Law/Magnum **** claim that were not covered under the repurchase agreement primarily due to Toyota's slow process. I was told the process should take 2 to 4 weeks, but it was months. In addition to letters, and phone calls that were never returned by Toyota corporate, this is the history of my dealings with Toyota over a defective car I purchased in January of 2024. 9/30/2024 RAV4 was brought in for 10K mile service and an engine check 9/30/2024 Odometer ****** 9/30/2024 Stevinson gave me a fleet vehicle to use while my car was under their care 10/3/2024 ********* advised there was an issue with the engine and they were waiting to hear back from Toyota to proceed 10/11/2024 ********* advised that the engine needed to be replaced, and they were order the parts to replace the engine. There was no timeline offered for how long this would take.10/14/2024 Talked to Stevinson sales manager ***** about my options. He advised there was not much they could do as they are a small dealer and to contact Toyota Corporate Approx. 10/17/2024 CASE submitted with Toyota Corporate Approx. 10/27/2024 Was advised my car would be repurchased under the lemon law 11/3/2024 Contact received from the ****** Toyota *************** 11/6/2024 Repurchase offer with documentation send to Toyota Corporate to approve was told that once the repurchase agreement is signed that it would take 2 to 3 weeks to finalize 11/13/2024 Received repurchase offer from ****** Toyota *************** 11/13/2024 Repurchase agreement signed 12/26/2024 Paperwork completed for repurchase I estimate that that Toyota owes me = $2,661.43 + the difference between my payoff amount on the contract and the amount due on the loan on 11/6/2024.
Business Response
Date: 01/22/2025
We have reviewed the complaint filed by the Guest through our ************************ Per our records, the request has been reviewed by our claims department. Toyota's position was provided via email, and the guest should contact their claim handler with any further questions. The Claims Analyst is ***** direct contact information will be available in the email.
Customer Answer
Date: 01/22/2025
I am rejecting this response because: ***** has nothing to do with how my loan settlement was calculated or the refund for my GAP insurance. That comes from Toyota Financial. I received a refund check for the overpayment on my loan, which was the difference between the payoff and final repurchase of the car. I do not come up with this same number when I do the calculation. Per *****, the repurchase on the car should have been settled 2 to 3 weeks after I signed the repurchase agreement, which should have been between 11/27/2024 and 12/4/2024. The actual repurchase date was 12/26/2024 (weeks later). The loan interest (perdiem) applied everyday from 11/6 to 12/26. Was this done usingToyota's calculation on the agreement or the perdiem amount on my loan as I made an additional payment. The slow process cost me money and I am not happy with the process. I provided detail on the dates and differences in my calculation and the issues. ***** has nothing to do with this. Toyota Corporate is in control and has chosen what is easiest and best for them without consideration for the client. What happened to my car was NOT my fault. The fault lies with Toyota quality.
Business Response
Date: 01/27/2025
We have reviewed the follow-up contact filed by the Guest. We regret to hear of the inconvenience reported by the Guest.
To best address the Guests concerns, we will need to refer the customer to the financial institution that administers the external insurance. If this is through Toyota ****************** (TFS), please contact TFS directly at ************** for further assistance. If the customer purchased the external insurance on the vehicle through a company other than ***, please contact the respective financial institution for further assistance.
Customer Answer
Date: 01/27/2025
I am rejecting this response because:
1) Apparently, you at Toyota do not understand your own internal processes. DUH!!! they were the first ones I contacted, completed the forms, and sent them to Total Auto Care. They are refunding all but the ***** see below. The *** is yours to manage. Where is my refund - no one seems to know how to move this along - I have made two inquiries and am always told - we will let you know if two to three days. I end up calling back and going around in circles.
2) Why cannot you advise how you calculated my settlement check? It does not add up mathematically. I estimate you owe me $400 - yet you only refunded me $168.50, which makes no sense. No one seems to be able to help me ... WHY?
On Jan 15, 2025, at 9:44?AM, ****** ******

?We didnt send a check to Toyota for your Gap. Toyota has a process where they pull the funds from the dealerships account for *** payoffs and then they refund the customer on those. Sometimes its quick and sometimes it can take them a month or so to complete this process. The other refunds for your other contracts are coming from us.

Thank you,

****** ******
Supervisor- ************************** Auto, Powered by Landcar

Business Response
Date: 03/03/2025
We have reviewed the follow-up contact filed by the Guest. We regret to hear of the inconvenience reported by the Guest.
To best address the Guests concerns, we will need to refer the customer to the financial institution that administers the external insurance. If this is through Toyota ****************** (TFS), please contact TFS directly at ************** for further assistance. If the customer purchased the external insurance on the vehicle through a company other than ***, please contact the respective financial institution for further assistance.
Initial Complaint
Date:01/08/2025
Type:Order 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.
Front bumper on my 2020 Toyota XLE Highlander came loose when i was going over a rail road track . I heard a big bang so I pulled over got out an noticed the lower bumper was hanging down an it had put a dent in my grill. I took my car to our local repair shop and had them fix upper an lower bumper . I did not turn it in to my insurance I paid for it myself . That was Sept. 14 , 2023 . It was several months later that I received a letter from Toyota corporation that the same part that broke on my car was on a recall notice . I have sent everything they have ask for receipts , vin # ,registration , copy of my title , explanation what happened . 1st. time I mailed everything to Toyota recall center an also several phone calls . Then faxed same paperwork a 2nd time with a phone call . I was told someone would call me back and I got NO CALL ! ! I hope someone can help me .
Business Response
Date: 01/16/2025
We have reviewed the complaint filed by the Guest through our Brand Engagement Center.

We can confirm a case was reviewed and provided what is needed to complete the request for reimbursement. Toyota send notification on 4/30/2024 with the request of other documents we need. The email was sent to the email address Toyota has on file.

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: 01/20/2025
I am rejecting this response because: To Whom It May Concern : I have gathered the other documents you requested an will be faxing them today . I have decided to forgot the reimbursement of $ ****** for the upper grill that was damaged when the lower bumper broke . I still would like to be reimbursed for the recalled lower bumper of $1080.13 Thank You. ******* *. Gray
Business Response
Date: 01/22/2025
We have reviewed the complaint filed by the Guest through our Brand Engagement Center.

We can confirm a case was reviewed and provided what is needed to complete the request for reimbursement. Toyota send notification on 4/30/2024 with the request of other documents we need. The email was sent to the email address Toyota has on file.

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: 01/22/2025
I have sent Toyota ***************** for Reimbursement for a recall on my Toyota Highlander as of Monday January 20 ***** . This was done thru a fax with everything they ask for . I call the ******************** today January 22 , to make sure they got the fax papers I have submitted to them . They did get the fax and are looking over the additional paper I sent them .
Customer Answer
Date: 01/23/2025
I am rejecting this response because: I have sent Toyota ***************** for Reimbursement for a recall on my Toyota Highlander as of Monday January 20 ***** . This was done thru a fax with everything they ask for . I call the ******************** today January 22 , to make sure they got the fax papers I have submitted to them . They did get the fax and are looking over the additional paper I sent them .
Business Response
Date: 01/27/2025
We have reviewed the complaint filed by the Guest through our Brand Engagement Center.

We can confirm a case was reviewed and provided what is needed to complete the request for reimbursement. Toyota send notification on 4/30/2024 with the request of other documents we need. The email was sent to the email address Toyota has on file.

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: 01/27/2025
I am rejecting this response because: I sent all additional information Toyota ***************** ask for on Friday Jan. 17th . I sent it from a fax machine at the Toyota Dealership in ************* , ******* .
Customer Answer
Date: 01/28/2025
I have sent the added information to Toyota ***************** on January 17 , 2025 thru a fax . I call them an they did receive the additional information from my fax
Business Response
Date: 01/31/2025
We have reviewed the complaint filed by the Guest through our Brand Engagement Center.

We can confirm a case was reviewed and provided what is needed to complete the request for reimbursement. Toyota send notification on 4/30/2024 with the request of other documents we need. The email was sent to the email address Toyota has on file.

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 ************ or go to **********************************************************
Initial Complaint
Date:01/08/2025
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.
On March 16, of 2023 I purchased a Brand New 2023 Toyota Tundra Truck from Suburban Toyota, of *******. In the past year I've noticed that all 4 tires are wearing prematurely on the outer edges. During a recent visit to suburban Toyota on 12/17/24, I had an oil change and my tires rotated as scheduled. The service records, and the service person stated that the tires were wearing Prematurely but they were fine! After ****** miles, and met all my tire service rotations as scheduled. I was not satisfied. I called the Toyota complaint department that same day and they said I had to call the tire manufacturer, (Falken Wildpeak Tires). I called (FWT) and the technician said he's gotten alot of calls from Toyota customers with complaints about those particular tires because "Toyota wants the alignment/calibrations to be done a certain way so the Truck could have a smoother ride but they know it causes the tires to wear prematurely on the outer edges." I then called the complaint ***** back, and they stated that there was nothing they could do. Not satisfied with that response. I took my truck to Page Toyota in *************. on 1/6/25. The technician stated that Toyota has a recall on my tires but not on my truck??? and gave me a # to call *************). On 1/7/25 I called the #, which was Toyota complaint department who took my information, and told me that I would be receiving a call from the Toyota resolution department. Fifteen minutes later I received a call from (Siboney) from the resolution department who stated that there's a recall for the (Falken Wildpeak Tires) on my truck but not for the ****** of my truck? She stated that she was sorry and that She sees that I'm a loyal customer and have been taking my car in for service as scheduled. However, she could not replace the tires because of the *** number. She then offered me $300 to settle because she sees that I bring my vehicle back to Toyota for service. I refused the offer. She closed the case today. 1/7/25.
Business Response
Date: 01/22/2025
We have reviewed the complaint filed by the Guest through our ************************ and regret to hear of the concerns reported by the Guest.

The tires that come as original equipment on your vehicle are warranted by their manufacturer and not Toyota. The tire warranty information is located in the glove box of the vehicle. Coverage by individual tire manufacturers may vary.

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: 01/22/2025
I am rejecting this response because: I have reached out to The tire manufacturer, (falcon wild peak), and they stated that This was out of their control and that Toyota knows That the tires were wearing prematurely by the alignment that they suggested for a smoother performing ride on this particular model. Toyota has had a recall on these specific tires, but not on my VIN# This is my 3rd Toyota in 40 years, and I've never had these problems with either cars. Prop tires. I just want to be made whole so I can continue driving my truck. I just don't think it's fair or right for me to have to purchase new tires on a 2-year-old truck with less than ****** mi.
Business Response
Date: 01/27/2025
We have reviewed the complaint filed by the Guest through our ************************ and regret to hear of the concerns reported by the Guest.

The tires that come as original equipment on your vehicle are warranted by their manufacturer and not Toyota. The tire warranty information is located in the glove box of the vehicle. Coverage by individual tire manufacturers may vary.

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: 01/29/2025
It is very unfortunate as a consumer that I must bare the responsibility of the two companies unwilling to accept responsibility for what is a defect in goods and services. It has become obvious to me that after a recall by Toyota on these specific tires, that I must bare the responsibility of keeping my family safe by replacing these tires ($1,500) on my own. For as much as I have enjoyed my Toyota products, I must be consider other brands in the future. Thank you BBB, for your support and transparency.
****** A. **** Sr.
Customer Answer
Date: 01/31/2025
I am rejecting this response because: On 01/13/2025 ******, with ****** *****, arrived to work on project. Installed tile, grout and shower doors. Agreed that work was not completed but requested payment, stating he desperately needed to get paid. We agreed to pay another $7k and requested in writing from the owner that he acknowledged work was not complete and agreed to the list of remaining work. On 01/14/2025 owner texted acknowledgement and "ensured these items are resolved and finalized soon". On 01/21/2025 ****** arrived at our house and determined he did not have correct hardware and promptly left without doing any of the remaining work. On 01/23/205 I texted owner requesting status on hardware and completion of work, received response "we will give you an update shortly". After no word, I texted owner on 01/30/2025 to which he responded, "checking on it now". It's been 50 days since this "6 day max" project was started. I would like to state that we chose this contractor based on his BBB rating, but now I see that this rating is without merit.
Business Response
Date: 03/04/2025
We have reviewed the complaint filed by the Guest through our ************************ and regret to hear of the concerns reported by the Guest.

The tires that come as original equipment on your vehicle are warranted by their manufacturer and not Toyota. The tire warranty information is located in the glove box of the vehicle. Coverage by individual tire manufacturers may vary.

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.
Initial Complaint
Date:01/06/2025
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.
We traded in a fully paid-off 2019 Toyota Camry for $19,000, applying that amount directly toward the new vehicle. To date, we have paid $30,196.10 in total toward the purchase of the Grand Highlander. Despite this significant investment, the vehicle has been riddled with safety and reliability issues, including:Computer system failures Faulty airbags Brake problems Unexpected engine shutoffs in intersections and on the interstate These defects make the vehicle unsafe to drive and put my family, which includes a veteran head of household, and 3 young children at serious risk. After months of enduring these issues, we formally reported the problems to Toyota. A case was opened, and the vehicle was taken to the Toyota dealership in ******, **, for service. While the dealership assured us that the airbags were fixed, the vehicle was returned with even more severe electrical issues. The ongoing safety concerns remain unresolved, despite repeated assurances from Toyotas service departments that the vehicle is fixed. We purchased this BRAND NEW Grand Highlander with the belief that Toyota prioritizes safety and quality. We have been loyal customers, having purchased three brand-new Toyota vehicles since 2016, two of which we were extremely satisfied with. However, this experience has severely shaken our trust.This vehicle is a lemon and does not meet the safety standards expected of a new car. We have also reported these issues to the **************************** and the National *************************************. Despite these efforts, the vehicle remains unsafe, and we no longer feel confident that it can be repaired to a safe and reliable condition. We request that Toyota replace this defective vehicle with a safe and reliable one that meets the standards we expected when we made this purchase. We hope to remain loyal Toyota customers, but this matter must be resolved immediately to restore our faith in the brand.
Business Response
Date: 01/16/2025
We have reviewed the complaint filed by the Guest through our Brand Engagement Center.

We can confirm a case is actively being reviewed with our Dispute Resolution team. Please allow 7-10 days for a consultant to reach out to the guest via email. Then about 60 days for a resolution on the findings.

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 ************.Edit Case Summary
Initial Complaint
Date:01/05/2025
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.
Vehicle Vin: ***************** November I received a notice directly from Toyota Motor Sales, ***, *** regarding a Customer Support Program ******** Remedy Notification for ********* Model Year Tacoma White Paint Peeling on Door Frames and Front Inner Fenders. I called Toyota directly and spoke with a very friendly associate. He confirmed my vehicle was part of this program and that this was not a recall but a Customer Remedy. We went through the options due to my truck recently showing the defect. He called the closest dealership at **** ******** Toyota of Asheville and they stated they did not have the ability to perform the work. The associate called the next closest at Toyota *********** which is over a 2 hour drive and they stated due to their back up they would call me back to schedule. The associate did confirm I would be provided with a rental during this time when work was performed. 2 weeks went back and no call back. I called Toyota back and they tried again and said they had to leave a message. I then decided to called multiple times myself and finally reached a person and had to leave a message and was informed I would have to drive my vehicle to them just to inspect it then it could be scheduled. I explained Toyota already confirmed that. The young lady took my information and said they would call back that day. Nearly two weeks went by and no call back. I called Toyota 2 more times and they were met with the same statement. I recently called Toyota on 1/2/25 and explained the issue and she reached out for me and this time told the body shop stated Toyota hasn't advised them on the procedures yet for my vehicle. While Toyota has seemed to be helpful, I have wasted a lot of time and I am concerned that my vehicles frame is been exposed to elements unprotected and developing rust. Also, now being told I am going to have to drive 2 hours just for an inspection.
Business Response
Date: 01/16/2025
We have reviewed the complaint filed by the Guest through our ************************ and regret to hear of the concerns reported by the Guest.

To best address the Guests concerns, we will need to refer the guest to the dealership to further review the concern with the Customer Support Program ******. The vehicle needs to be inspected and given a proper diagnostic to assure the vehicle meets the standards to have coverage.

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.
Customer Answer
Date: 01/16/2025
I am rejecting this response because:
Toyota has seemingly not fully read the complaint. Myself and a Toyota Representative have contacted the dealership multiple times, the dealership Toyota Corporate chose. They either do not answer the phone, say they will call back and never do, or put the blame on Toyota Corporate.
I am not able to even set up that inspection because the dealership and Toyota corporate will not help.
Business Response
Date: 01/17/2025
We have reviewed the complaint filed by the Guest through our ************************ and regret to hear of the concerns reported by the Guest.

To best address the Guests concerns, we will need to refer the guest to the dealership to further review the concern with the Customer Support Program ******. The vehicle needs to be inspected and given a proper diagnostic to assure the vehicle meets the standards to have coverage. Guest may attempt to go to a different Toyota Dealership.

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.
Customer Answer
Date: 01/17/2025
I am rejecting this response because:
This is literally the same response. I have contacted the dealership and I have contacted Toyota directly. This is further proof the dealership and the manfature are refusing to rememdy the the issue that the manufacture sent the notification on.
I don't understand what Toyota doesn't understand about the dealership not communicating. I am trying to use the one Toyota told me to use and they will not schedule even the inspection appointment.
Business Response
Date: 02/27/2025
We regret the inconvenience this has caused the guest. Dealers operate independently and must be contacted directly for any scheduling needs, such as routine maintenance or diagnoses pertaining to CSP's. If the guest is having trouble communicating over the phone, they can also schedule online on the chosen dealer's website. For any additional inquiries, we encourage the Guest to contact us at ***********.
Customer Answer
Date: 02/27/2025
I am rejecting this response because:
I have contacted Toyota directly as well as the dealership several times and no response.
I have contacted the dealership by phone and online and no results.
Toyota created the remedy plan, Toyota created the issue that is causing the paint to fall off, Toyota directed me to this specific dealership.
Toyota has to start trying to help rather than passing the buck.
everything I can possibly do as a consumer has been done. It is Toyotas turn to get my vehicle scheduled somewhere even if just for the initial appointment
Business Response
Date: 03/04/2025

We regret the inconvenience this has caused the guest. Dealers operate independently and must be contacted directly for any scheduling needs, such as routine maintenance or diagnoses pertaining to CSP's. If the guest is having trouble communicating over the phone, they can also schedule online on the chosen dealer's website. For any additional inquiries, we encourage the Guest to contact us at ***********.

Customer Answer
Date: 03/04/2025
I am rejecting this response because:
as stated before I have followed all of Toyotas recommendations and still have been unable to reach anyone via phone or online since mid December
I would Ask Toyota to at least recommend another facility like Toyota *********. Something within a decent driving range to ********, ***
Customer Answer
Date: 05/09/2025
Toyota Case Number: 250509002004
Vehicle Location of Service: Toyota *********
Toyota Representative Contacted: ***** (Toyota Corporate), ******* (Toyota *********)
Overview:

Toyota ********* has been exceptional in their handling of warranty work.

The concern lies with Toyota Corporates decision not to cover the Paint Protection Film (***) which came on the vehicle at the time of purchase.
This *** is listed on Toyotas website as costing $1,500$3,000 for full front coverage and is intended to protect the paint against chips, scratches, and other damage.
The film was removed as part of the recent warranty paint repair caused by a Toyota defect, not by owner negligence or damage.
Toyota Corporate declined to cover this, although insurance would if it had been an accident-related repair.
Customer Position:
The *** was standard or dealer-installed equipment when purchased.
Toyota's warranty documentation and service communication do not disclose that the *** would not be replaced in the event of warranted paint repair.
Customer is potentially out $1,500$3,000 to replace this film.
Additional Financial Impact:
Customer was forced to travel due to *********************** prior lack of responsiveness and nearest service availability:
Date Purpose Miles (Round Trip) Reimbursable Cost (@$0.70/mi)
March 31 Inspection 304 miles $218.80
May 5 Drop off for repairs 304 miles $218.80
May 10 Pick up vehicle 304 miles $218.80
Total 912 miles $656.40

Work missed: 2 days (not requesting reimbursement)
Additional Paint Concern:
Toyota declined to address missing paint inside the drivers door, stating it's "wear and tear," despite it being in a location that the customer does not physically contact with their feet.

Requested Resolution:
Reimbursement for Paint Protection Film ($1,500$3,000) OR
Replacement of the Paint Protection Film by Toyota and mileage costs to travel to have this performed.
Mileage reimbursement of $656.40 under good faith given warranty-related travel

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