Complaints

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

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Toyota Motor North America, Inc. has 18 locations, listed below.

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• 

  Toyota Motor North America, Inc.

  PO Box 259001 Plano, TX 75025-9001

  
• 

  Toyota Motor Manufacturing N.A.

  25 Atlantic Ave Erlanger, KY 41018

• 

  Toyota Motor Manufacturing Kentucky, Inc.

  1001 Cherry Blossom Way Georgetown, KY 40324

• 

  Toyota Motor Manufacturing, Indiana, Inc.

  P.O. Box 4000 Princeton, IN 47670

• 

  Toyota Motor Credit Corp

  3957 Westerre Parkway, Suite 200 P.O. Box 31826 Richmond, VA 23294

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:12/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/9/2024, I purchased a 2024 Toyota Bz4x from the Toyota car dealership. Toyota advertises the ** car with a total range of up to 236 on their websites, in advertisements and in the car dealership. With air conditioning and based on driving habits the company shares that it can range from 200 - 236 in total driving range. A week after purchasing the car, I noticed every time I would charge the ** battery to 100% that I would get five to 10 miles less in total range. when I purchased the car it had a total range of 236 at 100% charge, within the week it would only get a total range of 200 at 100% and after 2 weeks it was only getting to about 180 at 100%. Given this is more than 50 miles less than advertised driving range and almost **************************************************************** 2024, I was extremely concerned. The car could barely get me 150 miles on one charge. With this, I called Toyota to have them check the car's ** battery. They shared that everything was checking out fine, but disclosed that they are finding that many people with the 2024 Toyota Bz4x are finding that they are only getting 180 miles in total range and that it's normal. I then continued to ask why they advertise it at 236 miles at full charge and do not disclose the significant driving range difference from what they promise consumers. I have now submitted a case with Toyota to get them to take back the car and fully refund me due to this car falling under the lemon law and falling consistently below the advertised driving range. This car is falsely advertised and Toyota needs to be held accountable. It has been extremely difficult to get a full refund for a falsely advertised car. This has a put a huge burden on my financial health, my commute to and from my work, as well as a mental strain on me and my family. Automakers need to be held accountable and consumers should be protected.

  Business Response

  Date: 01/09/2025

  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.
  
  The guest should have received an email from their consultant 7-10 days after the case was open. Please allow 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: 01/13/2025

  I am rejecting this response because: Toyota's reply did not provide clear steps on how Toyota plans to resolve the discrepancies in the EV's driving range. Many consumers, including myself, are experiencing significantly lower ranges, with some reports indicating real-world ranges as low as ******* miles per charge.
  
  This discrepancy of almost ******************************************************* Toyota's EV offerings.
  Furthermore, their response lacked details on the process and requirements for obtaining a refund for my vehicle. I am aware that Toyota has previously offered buybacks for bZ4X models under certain circumstances. This qualifies as one of those circumstances. 
  
  Therefore, I request the following information:
  - Detailed Action Plan: Please provide a comprehensive plan outlining how Toyota intends to address and rectify the discrepancies between the advertised and actual driving ranges of the bZ4X.
  - Refund Process: Clearly outline the steps, documentation, and any other requirements necessary for me to initiate and complete the refund process for my bZ4X.

  Business Response

  Date: 01/15/2025

  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.
  
  The guest should have received an email from their consultant 7-10 days after the case was open. Please allow 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: 01/15/2025

  I am rejecting this response because Toyotas reply did not provide clear steps on how Toyota plans to resolve the discrepancies in bz4xs driving range. It does not address how it falls ***** below what is advertise and can fall under the lemon law. 
  
  Many consumers, including myself, are experiencing significantly lower ranges, with some reports indicating real-world ranges as low as ******* miles per charge. 
  
  This discrepancy of almost ******************************************************* Toyota's EV offerings.
  Furthermore, your response lacked details on the process and requirements for obtaining a refund for my vehicle. I am aware that Toyota has previously offered buybacks for bZ4X models under certain circumstances. 
  
  Therefore, I request the following information:

  
  Detailed Action Plan: Please provide a comprehensive plan outlining how Toyota intends to address and rectify the discrepancies between the advertised and actual driving ranges of the bZ4X.

  
  Refund Process: Clearly outline the steps, documentation, and any other requirements necessary for me to initiate and complete the refund process for my bZ4X.

  Business Response

  Date: 02/25/2025

  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.
  
  The guest should have received an email from their consultant 7-10 days after the case was open. Please allow 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: 02/25/2025

  Toyota has not answered any of my questions or requites regarding my claims that they falsely advertise the bz4x's driving range, and when I requested to have them purchase the car back they ignored my request without provide a solid reasoning. What else can BBB help me do to ensure that the company is stops false advertisements for their EV car? 

• Initial Complaint

  Date:12/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a complaint Toyota America's service of my new 2024 car. After Toyota America's *** ***** Pensacola, FL service center did an oil change on my car 2 weeks ago I am noticing damage with the engine. There is bolts missing from the engine and the belts and engine are making bad noises of wheezing and clunking they weren't making before. The car is lurching during driving, starting and stopping with RPMs jumping wildly from 750 RPMS to over ***** RPMs. The 2024 ******* has ****** miles. I would like Toyota America to fix the engine and belts as part of this complaint regarding their service center's damage to engine. This car is still under warranty. If Toyota America is not able to fix the car then I want them to buy the car back.

  Business Response

  Date: 01/09/2025

  We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer.  
  
  To best address the Guests concerns, we will need to refer the guest to the dealership to further review the concern with the services the guest received.  As part of our effort to promote customer confidence and satisfaction ********************** dealers are independently owned and operated businesses. 
  
  Should the guest have any further questions regarding their contract we encourage them to contact the selling dealership, request to speak with general sales manager, to further review the concern. 
  
  

• Initial Complaint

  Date:12/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 14, 2024, I've purchased pre-owned 2012 Highlander with sales agent name **** ****** at ***** Toyota in ************, ** During my inspection, I noticed rear climate control was not working, **** advised that technician diagnosed as Relay switch needs replacement to fix the problem. I received a "We Owe" statement to fix rear climate control. I received a call from **** that parts arrived on 17th. On December 20, service advisor ***** ***** asked me stop by at noon to install Relay. After waiting for 2 hours, supervisor ****** informed me that replacing Relay didn't fix the problem and explained that replacement of climate control assembly is require then presented quote for part cost of $1209 plus labor.I asked ****** if I can speak to General Manager but was not given opportunity to meet ** in person.I have paid asking price of $13,635.39 in full and plus taxes and fess and did not ask for any discount, however, Fixing the rear climate control was part of closing sales and now I am being asked to pay for parts and labor.Could someone please help ??Thanks ***** ****

  Customer Answer

  Date: 12/30/2024

  Toyota Motor notified me that member of  management will reach out to me by 12/30 but no one has reached out as of today. Please share this info with Toyota Motor.   Thanks. 

  Business Response

  Date: 01/10/2025

  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 purchase of a pre-owned vehicle and the climate control concerns. 
  
  Should the guest have any further questions regarding their contract we encourage them to contact the selling dealership, request to speak with general sales manager, to further review the concern. 
  
  

  Customer Answer

  Date: 01/11/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:12/26/2024

  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.

  On November 26, 2024, I called Del Toyota in ********* to order a Toyota integrated camera (a Toyota-branded camera). I was very specific about what I wanted and provided a detailed description about the dash cam. They allegedly ordered what I requested and went about their day.On December 4, 2024, I visited the dealership to have the dash cam installed. When I went to pick up my car, they made me pay before returning it witch I thought was weird. Upon inspection, I discovered that they had installed a completely different dash cam(a non-Toyota-branded one ,but sold by Toyota)on my windshield.I called Del Toyota and asked why they had installed a different camera without my consent. They explained that the camera I had told them to order was incompatible with my car and that the one they had installed matched my cars VIN number. However, I had explicitly stated that I wanted a Toyota-branded camera and not the one that they installed in my car. I was disappointed and felt that their actions were unacceptable. I had been very specific about the dash cam that I wanted, and they disregarded what I told them I wanted. I questioned why they hadnt informed me about the incompatibility of the camera before proceeding with the service. This would have allowed me to make an informed decision about whether to continue with the service or not.Unfortunately, Del Toyota never contacted me or allowed me to see the camera they were installing in my car. They made me pay for the service without my consent, knowing that I had received something I didnt order. Their decision to install the camera without my consent was driven solely by profit and a lack of honesty and transparency with their customers.Despite my efforts to resolve this issue, I have received no response from Del Toyota. This incident occurred almost a month ago, and I have tried to remain patient, but I am determined to get my money back and to return this camera that I didnt order or wanted.

  Business Response

  Date: 01/07/2025

  We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer.  
  
  The Guest 2023 Crown did not come with a factory installed dashcam. 
  
  We believe its in the best interests of Toyota customers, ********************** dealers and the Toyota brand for customers to be able to purchase ********************** vehicles, parts, and services with full confidence in their Toyota ownership experience.  Toyota dealers are independently owned and operated businesses, and we cannot mandate the actual pricing or agreements.  We have spent decades earning the trust and confidence of Toyota customers and we will continue to work diligently to help ensure that customers who purchase our vehicles retain confidence in Toyota and our more than 1200 independent Toyota dealers. 
  
  Should the guest have any further questions regarding their contract we encourage them to contact the selling dealership, request to speak with general sales manager, to further review the concern. 

  Customer Answer

  Date: 01/07/2025

  I am rejecting this response because:   Toyota is not helping me to resolve this issue or giving me advice or resources to know what to do or how to handle this situation to get the best outcome out of it 

  Business Response

  Date: 01/15/2025

  We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer.  
  
  The Guest 2023 Crown did not come with a factory installed dashcam. 
  
  We believe its in the best interests of Toyota customers, ********************** dealers and the Toyota brand for customers to be able to purchase ********************** vehicles, parts, and services with full confidence in their Toyota ownership experience.  Toyota dealers are independently owned and operated businesses, and we cannot mandate the actual pricing or agreements.  We have spent decades earning the trust and confidence of Toyota customers and we will continue to work diligently to help ensure that customers who purchase our vehicles retain confidence in Toyota and our more than 1200 independent Toyota dealers. 
  
  Should the guest have any further questions regarding their contract we encourage them to contact the selling dealership, request to speak with general sales manager, to further review the concern. 

• Initial Complaint

  Date:12/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have serious concerns regarding my 2023 Toyota Crown. Since purchasing the vehicle brand new, I have encountered numerous issues that have not been resolved despite multiple attempts to seek assistance. I am reaching out once again because I do not feel safe driving this car, and I believe these issues require immediate ************** is a summary of the problems Ive faced:Unresponsive Acceleration: In the last several months there have been multiple instances where the car failed to accelerate when I pressed the gas pedal, despite no vehicles being in front of me. The most recent occurrence was this past Sunday.Dashboard Malfunction: On over seven occasions, the dashboard has gone completely blank when starting the car. Along with this, music playback fails, and buttons become unresponsive. Ive had to turn off and restart the car or follow manual instructions to reset it.Backup Camera Issues: The backup camera intermittently activates while driving forward and glitches frequently between the map and backup camera modes when reversing. A hole in the camera shortly after purchase caused water damage, necessitating a replacement.General Safety Concerns: On multiple occasions, the car has unexpectedly accelerated, creating a dangerous situation. These issues make me feel unsafe driving this vehicle.I have documented these problems with pictures and videos and shared them with both Toyota and ***** M. *****, who initially corresponded with me but has since stopped responding to my emails. I have visited the dealership over ten times and taken significant time off work to address these concerns, yet the problems persist.Despite spending $55,000 on this vehicle, the quality and reliability have not met expectations. For months, my concerns have been ignored, leaving me with no choice but to escalate the matter. I have already contacted the Attorney General in ************ as part of this effort.I kindly request immediate action to resolve these issues.

  Business Response

  Date: 01/07/2025

  We have reviewed the complaint filed by the Guest through our Brand Engagement Center.
  
  We can confirm the guest has an 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:12/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A recall was announced in 2022 on all 2014 vehicles with factory white paint. My 2014 RAV4 did not have any issues with the paint at that time. The letter did not specify that I needed to bring it in for inspection if I did not have issues with the paint. On Wednesday, December 18, 2024 the paint on my right rear passenger door just peeled off and more bubbles started forming. I immediately took it by **** ********* and they advised nothing they could do due to recall ended. I also called corporate office and was advised the same inforation...again nothing they can do. This is a factory defect and they should be held responsible for repairs. I have driven toyotas for 40 years and never had an issue. This is inexcusable. This is their fault, not mine!!

  Business Response

  Date: 01/03/2025

  We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer.  
  
  ********************** issued the Coverage for Peeling of Factory-Applied Paint  customer support program or ZKG/CSP providing coverage for the identified concern.  The ZKG/CSP is not a recall. The Guests vehicle is beyond the timeframe of the ZKG/CSP. Once the vehicle is outside of the timeframe of the ZKG/CSP, the cost of repairs becomes the owners responsibility.
  
  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: 01/03/2025

  I am rejecting this response because:   This problem is caused by a faulty paint job done by the Toyota factory. They have admitted to this due to the actions taken for the period they paid for the repairs. My vehicle has been kept under a carport out of the sun and weather, etc. for the roughly 10 years I have owned it. I have taken good care of this vehicle and frankly I am embarrassed to drive it now due to the wide stripe of missing paint on the door. The paint repairs should be paid by Toyota no matter how old the vehicle because this problem was their fault...not mine! I have driven Toyotas for nearly 40 years and never had this problem. It is not my fault that my Rav4 did not have paint issues at the time I received the letter concerning this issue. The least they can do is pay for the door to be painted!

  Business Response

  Date: 01/09/2025

  We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer.  
  
  Toyota issued the Coverage for Peeling of Factory-Applied Paint  customer support program or ZKG/CSP providing coverage for the identified concern.  The ZKG/CSP is not a recall. The Guests vehicle is beyond the timeframe of the ZKG/CSP. Once the vehicle is outside of the timeframe of the ZKG/CSP, the cost of repairs becomes the owners responsibility.
  
  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: 01/09/2025

  I am rejecting this response because:  Toyota evidently does not want to paint my door. This paint defect was a factory defect in the original paint job . Again, my paint was not peeling at the time period they promised to fix it.  This fix should be extended as long as the car has not been damaged in a wreck or negligence. My RAV has been kept in the carport. This damage was from the factory and not from age or mileage. This is totally unacceptable!

   

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec. 6th i went to Wonderies Toyota in ******** ca. To purchase a certified used toyota camry and told the salesmen ****** i would not pay any more then ***** dollars for the car i picked, the price on the car was *****, i told ****** 3 times if he could not give me the car for this price i would go elsewhere . He assured me i would get it for *****. Once i went into finance this *** person started to try and add other things to this contract. After signing everything on the computer which you cannot go over anything when i got home and checked the paperwork a week later and noticed the amount i went to yelp gave them 1 star review and checked the reviews and saw several other reviews that state the same thing i went through. Its only 495 dollars but its the principle how many other people are they doing this to?

  Business Response

  Date: 01/06/2025

  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.
  
  We believe its in the best interests of Toyota customers, ********************** dealers and the Toyota brand for customers to be able to purchase ********************** vehicles with full confidence in their buying experience, including the price they pay and the value they receive. As part of our effort to promote customer confidence and satisfaction, we have established a Manufacturers Suggested Retail Price (MSRP) for each of the Toyota models that we offer.  Toyota dealers are independently owned and operated businesses, and we cannot mandate the actual retail price or agreements.  We have spent decades earning the trust and confidence of Toyota customers and we will continue to work diligently to help ensure that customers who purchase our vehicles retain confidence in Toyota and our more than 1200 independent Toyota dealers. 
  
  Should the guest have any further questions regarding their contract we encourage them to contact the selling dealership, request to speak with general sales manager, to further review the concern. 

• Initial Complaint

  Date:12/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Failed transmission under 100k miles. I got a Toyota because I thought it would be reliable, but it didn't even make it to 100k. So much for reliability.

  Business Response

  Date: 01/06/2025

  We have reviewed the complaint filed by the Guest through our ************************ and regret to hear of the concerns reported by the Guest.  
  
  The Powertrain Warranty on the vehicle is in effect for 5 years or ****** miles from the vehicle's in-service date, whichever occurs first.
   
  Any repair or replacement to the engine, transmission/transaxle, front wheel drive, rear wheel drive, or restraint system, which becomes necessary due to a defect in materials or workmanship, is warrantable. Items subject to normal wear and tear, noise, vibration, or deterioration are not warranted.
  
  In reviewing the customers case, we note that the concern with the transmission occurred beyond the parameters of the Powertrain warranty, as the vehicle is  over 7 years of age.
  
  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:12/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  starting in November of this year, my temperature gauge in my ************************* the middle as it always has. This will be in any weather condition especially in the cold weather, with or without the heat or defroster on. There is almost no heat once the car has been running for 20 some minutes and cool it did have to be added a few weeks ago. I have since been in touch with toyota care numerous times to complain, as I am still under an extended platinum warranty with this vehicle. The car only has ****** miles on it and its not even four years old yet .I have been to two different dealerships, a few times in ********************, and one in ******************** where I had bought the car. Every time toyota sends out someone want to look at the vehicle, or in advisor or a technician at the dealership takes a look at the car, I am met with being told numerous times that the vehicle is operating at normal temperature and that this is nothing to worry about and they dont know what it is, or that the car is not doing it for them even though I have supplied numerous videos and photos.I have inadequate heat in the vehicle, toyota has sent out a field technician and the dealership in ******* talked to a TAS agent as well who definitely did not know what he was talking about. The TAS agent stated that when youre driving in cold air through the front vent of the vehicle can cause the fluctuation of the temperature gauge. This is absurd and this car has never done this, minus one time in November 2022. At this point I will be considering possibly having to take next steps to get this vehicle fixed properly I cannot drive it in the winter without proper heat and with the continuing to go down towards the c after being warmed up and driven for such a long time. It hardly ever stays put in the middle anymore even though the car will be driven and warmed up sufficiently. I will be supplying photos and also have short videos for evidence in this complaint.

  Business Response

  Date: 01/03/2025

  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 Temperature gauge. If the Toyota dealership is not able to duplicate the concern or diagnose a concern the parts cannot be replaced under warranty. Please continue to work with any Toyota Service Department. 
  
  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:12/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my Toyota Highlander Hybrid in May 2023, it currently has less than ****** miles on it and my Power Liftgate has stopped working. I've been going back and forth with my dealership for a month, their bodyshop determined it is due to a the hinge malfunctioning and warping - something they're seeing on other Toyota models across the board and that have class action lawsuits open against. But, they are unwilling to replace my broken lift gate hinge under warranty. During a field inspection by Toyota, they uncovered that the Left Side Hatch Motor was Defective, which they are going to cover under warranty... but, they're maintaining that the broken hinge on the hatch/lift gate is due to an 'outside influence' and not covered. No one can explain to me how the hatch motor defect can be covered under warranty (and likely leading to the hinge warping) but that the hinge replacement won't be covered. No one can tell me how I could possibly have broken a hinge on top of my car per their claim of 'outside influence'. It seems very obvious that a broken motor on one side of the hatch would have a negative impact on the hinge that allows it to fully function, putting undue pressure on one side and causing it to ******* has an estimate of +$2000 to replace, that they want me to pay - despite it being a malfunctioning part on a vehicle less than 2 years old and less than ****** miles, under warranty.I've spoken to a Toyota Advocate who was no help and tried to send me back to the dealership to have this conversation. They've left me with an 18 month old car that doesn't have a functioning trunk. Toyota is supposed to have one of the best warranties in the business, but if they can claim 'outside influence' on anything - their warranty offer is deceptive and of NO VALUE to the consumer.

  Business Response

  Date: 12/27/2024

  We have reviewed the complaint filed by the Guest through our Brand Engagement enter, and regret to hear of the concerns reported by the Guest.   
  
  The Comprehensive Warranty for your vehicle is in effect for 36 months or ****** miles from the vehicle's in-service date, whichever occurs first. Items subject to normal wear and tear, noise, vibration, or deterioration are not warranted.
   
  The Factory warranties provided by Toyota cover repairs and manufacturer caused conditions or defects in materials or workmanship of any part supplied by Toyota that occur and reported while the vehicle is still within the warranty parameters. This warranty does not cover damage or failures resulting directly or indirectly from any of the following:  
  
  ******, accidents or theft
  2.Abuse or negligence
  3.Misuse - for example, racing or overloading
  4.Improper repairs
  5.Alteration or tampering, including installation of non-Genuine Toyota Accessories
  6.Lack of or improper maintenance, including use of fluids other than those specified in the Owners Manual
  7.Installation of non-Genuine Toyota ****************************** tree sap, road debris (including stone chips), rail dust, salt, hail, floods, wind storms, lightning and other environmental conditions
  9.Water contamination
  
  In reviewing the Guests case, we note that the concern with the tail gate occurred beyond the parameters of the 3 year ******-miles warranty.
  
  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: 01/03/2025

  I am rejecting this response because:   Toyota has not communicated with me how the issue with my hinge lift gate falls outside of their warranty to cover manufacturer defects up to 3 years or ****** miles. Toyota needs to communicate which of their 9 listed parameters that negate the warranty my lift gate hinge failure falls under. The lack of communication and explanation is neglectful. They are currently under civil action for the same failing part on other vehicles in the Toyota product line leading me to believe they have remanufactured these hinges onto other cars and hoping they don't also fail. This is a simple fix for this company that shouldn't cost them money and is being passed off to the consumer under a generic blanket warranty statement. 

  I expect an explanation as to how I could possibly be responsible for the failure of a hinge on my new vehicle after less than 18 months of owning it. 

  Business Response

  Date: 01/07/2025

  We have reviewed the complaint filed by the Guest through our Brand Engagement enter, and regret to hear of the concerns reported by the Guest.   
  
  The Comprehensive Warranty for your vehicle is in effect for 36 months or ****** miles from the vehicle's in-service date, whichever occurs first. Items subject to normal wear and tear, noise, vibration, or deterioration are not warranted.
   
  The Factory warranties provided by Toyota cover repairs and manufacturer caused conditions or defects in materials or workmanship of any part supplied by Toyota that occur and reported while the vehicle is still within the warranty parameters. This warranty does not cover damage or failures resulting directly or indirectly from any of the following:  
  
  ******, accidents or theft
  2.Abuse or negligence
  3.Misuse - for example, racing or overloading
  4.Improper repairs
  5.Alteration or tampering, including installation of non-Genuine Toyota Accessories
  6.Lack of or improper maintenance, including use of fluids other than those specified in the Owners Manual
  7.Installation of non-Genuine Toyota Parts
  8.Airborne chemicals, tree sap, road debris (including stone chips), rail dust, salt, hail, floods, windstorms, lightning and other environmental conditions
  9.Water contamination
  
  In reviewing the Guests case, we note that the concern with the tail gate occurred beyond the parameters of the 3 year ******-miles warranty.
  
  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: 01/09/2025

  I am rejecting this response because; they provided the same canned response to my original complaint. They have provided no further communication, explanation or detail. This is an unreasonable response. I will be seeking legal action.