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 Avenue Erlanger, KY 41018

• 

  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

• 

  Lexus-Division Of Toyota Motor Sales, USA, Inc

  450 E Diehl Rd Naperville, IL 60563

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/14/2025

  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 April 1st 2025 at 7:47 I reached out to ********, a representative at Toyota *********************** to initiate a claim for my 2014 Toyota Camry SE's defective Fujitsu Ten multimedia Radio unit. Upon conducting an exhausting online search, I discovered that Genuine Toyota Part number 86140-06190 for the aforementioned radio show prices ranging from $3000 to nearly $6000. I tried to explain to ******** that I called my local dealership which is ******* Toyota located at ***************************************. She insisted that nothing could be done despite the employee in the parts department "TELLING" me the cost analysis above. I would have to physically take the car to the dealer and pay a diagnostic fee to have them tell me what I already know. That it will literally cost thousands of dollars to replace the radio referenced above! This back and forth conversation with case #************ went on for days, at which point I asked ******** if Toyota would step in to at the very least, cover part of the cost of replacement. What is pertinent to this specific case, is that I told ******* that the defective radio had already been replaced under a vehicle service agreement that I payed for at the time of my vehicle purchase. The touchscreen on these radios are prone to failure and are well documented widely across the internet. However, Toyota of North America refuses to even acknowledge the issues, never even releasing a TSB (Toyota service Bulletin) let alone a recall which is in order because Toyota knows that their radios are in fact defective! The radio doesn't just provide entertainment value, but also serves to access key components such as door lock integration when shifting from Park to drive, headlight timers, and vital vehicle information. Toyota's negligence in this area needs to be addressed and rectified. My confidence and trust in purchasing a new Toyota is zero, since Toyota refuses to acknowledge issues with defects in their vehicle lineup!

  Business Response

  Date: 05/06/2025

  Please know that for our office to review any vehicle concerns such as yours, a recent repair order and diagnostic must be on file. We are unable to advise further regarding this matter as there has been no recent inspection for this concern.
  
  While we cannot promise any assistance with this, this is the first step needed for any additional review to take place as our office cannot advise further based on verbal communications with the dealer.
  
  Please know, we have documented your candid feedback here at Toyota National Headquarters. If you have any other questions, please contact us.

  Customer Answer

  Date: 05/06/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/14/2025

  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.

  Loyal Toyota customer on 4th straight lease severely wronged by Toyota Corporate, North America On February 13th, 2025, I was on my way to work when my steering locked up. I was making a yielding and blind right hand turn from highway 99 onto **********************. The right hand turn had a yielding median curb on the left and a normal curb on the right. It is a blind turn as you enter the turn, I was about halfway into making this turn when the steering locked up & I was not able to turn to the left. I managed to not hit anything when this happened. When the car finally stopped, I was turned almost in the other (wrong direction). This is a very dangerous and high traffic turn. When I tried to move the car, the car had no dash lights, etc, however I could not turn the wheel to the left. Because of the physical danger I was in and the danger for other drivers making that same turn, I repeatedly had to back the car in reverse and drive forward. I did this multiple times. I had to DRIVE UP AGAINST THE CURB (GRIND AGAINST THE CURB) in order to get the car turned around; I could not correct to the left with the wheel as it was locked). Once the car was turned around, I had to DRIVE AGAINST THE CURB (GRIND AGAINST THE CURB) in order to get the car off the road near the **********. I had to tell this same set of facts every single time I called Toyota Corporate. Every time, the story was incorrect. I was lied to by someone from the Claims Depart. stating I declined to have the car inspected which never happened. I requested a supervisor call February 24th and didn't hear back until April 3rd. No updates about the car, no communication, nothing. All of a sudden multiple calls and emails on April 3rd, more dishonesty from Toyota Corporate. The Decision letter description of the events was INCORRECT again! I'm being blamed. I asked for all phone recordings and was denied. TERRIBLE & SHAMEFUL, Toyota! You are all liars, & you still haven't fixed my car.

  Business Response

  Date: 05/06/2025

  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. 
  
  
  

• Initial Complaint

  Date:04/14/2025

  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 2015 Toyota Sienna back in 2022. Since having the recall part replaced the automatic sliding door has been having issues. Which include not rebounding back if something is in the track. Today on April 14th, 2025 my 4 year old arm was almost crushed. If i had not forced the door to go back this would have been way worse. I have talked to customer service multiple times about this door issue and no one seems to have a resolution other than me spending more money. This van needs a recall asap!

  Business Response

  Date: 05/06/2025

  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:04/14/2025

  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 a 2020 toyota tacoma. The transmission went at ****** miles. Toyotturned a is unwilling to do anything about it. I realize the warranty is expired, but I still think a transmission should not go in this many miles. I had taken the truck in a couple of years back to have the transmission fluid replaced. I am not sure if this could have caused the issue if not done properly. I have tried contacting toyota and no one has returned my calls. The dealership talked about custoner loyalty, but because I have only purchased two toyotas I did not qualify. Toyota originally put in a part that attached from the shifter to the transmission. This is a know issue with this model truck per the dealer. That was not the issue. I have now been waiting for 4 weeks for a new transmission to be shipped to the dealership. The dealership has been great. I am just upset with the quality of the product Toyota is putting out and the fact they no longer back their products.

  Business Response

  Date: 05/06/2025

  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.
  
  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:
  
  1.   Fire, 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
  
  The warranty also does not cover the following:
  
  1.   Tires; Tires are covered by a separate warranty provided by the tire manufacturer.
  2.   Normal Wear and Tear
  3.   Noise, vibration, cosmetic conditions and other deterioration caused by normal wear and tear.
  
  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 5 years of age AND has 90k miles on the odometer.
  
  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:04/12/2025

  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.

  2023 Rav 4 with ***** miles has a hole in the condenser. ** does not work. Toyota states it is not covered by warranty. 3 year ***** miles coverage comes with car. Purchased extended warranty. The design of the car does little to protect the condenser. Cheap fragile materials used in construction of the condenser. Large holes directly in front of the condenser and no deflectors. Mounted inches from the ground. Has been an issue for years and design has not addressed. Multiple posts on line about it.When I called to make appointment the dealership diagnosed a hole in condenser without even seeing the car. 2 different dealerships. If they can do that tell me it is not common. No ownership for selling vehicles that will fail when used as designed. But continue to collect money from customers.

  Business Response

  Date: 05/01/2025

  
  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:
  
  1.   Fire, 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, wind storms, lightning and other environmental conditions
  9.   Water contamination
  
  The warranty also does not cover the following:
  
  1.   Tires; Tires are covered by a separate warranty provided by the tire manufacturer.
  2.   Normal Wear and Tear
  3.   Noise, vibration, cosmetic conditions and other deterioration caused by normal wear and tear
  
  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: 05/01/2025

  I am rejecting this response because:   The design of the car allows small particles to render the ** inoperable. Toyota knows the issue and refuses to address or care for the customer. ******* for a new condenser and at zero fault of the owner the damage can take place again. There are many design options that would eliminate the concern. Large holes directly in front of the paper thin condenser is a poor design. NOT THE TOYOTA WAY.

  Business Response

  Date: 05/06/2025

  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:
  
  1.    Fire, 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.    ******************* tree sap, road debris (including stone chips), rail dust, salt, hail, floods, wind storms, lightning and other environmental conditions
  9.    Water contamination
  
  The warranty also does not cover the following:
  
  1.    Tires; Tires are covered by a separate warranty provided by the tire manufacturer.
  2.    Normal Wear and Tear
  3.    Noise, vibration, cosmetic conditions and other deterioration caused by normal wear and tear
  
  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:04/09/2025

  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.

  Vehicle purchased: - Purchased Lexus TX 350 AWD from ****** Lexus of ****** on Dec-7-2024. As per the spec, fuel gas tank capacity for this vehicle is 17.8 gal.Problem report: Issue: I tried to fill the gas tank when the "miles to empty" indicator showed just 2 miles remaining. But, the maximum I was able to fill was only about 14.5 to 15 gallons. I experienced this issue at multiple gas stations, including ****** and ********. Escalation: I called ****** Lexus ****** service center two weeks back and they accpted its known issue. Looks like they have reported it to Lexus based on same compliant from multiple customers and waiting for update with no ETA yet. I called Lexus directly on April-3 and filed case reference #************. Also went to ****** Lexus Smyrna dealership on April-4 where the service technician observed the same and created repair report. Lexus didn't do anything about it. They called dealership and giving me the same status. Says they recorded the issue and they have no update yet. What I'm looking for? - How long should I wait for the update? I've been sold a defective vehicle whose fuel gas tank capacity doesn't match the advertised spec. - During long trip, I had to fill the tank multiple times. Even for my 2010 Camry hold 14.5 gallon each time as a complete fill. - Dealership knows the issue. Lexus knows the issue. Why no information sent to customer ? - What about Lemon law that I signed ? I need my vehicle fixed asap or else I need refund from dealership for the car. This is against the agreement I signed. - How come someone can sell the cars with specs not matching the agreement? - This is against the law.

  Business Response

  Date: 04/30/2025

  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.
  

• Initial Complaint

  Date:04/09/2025

  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.

  I purchased the Toyota RAV 4 in 2020. In my driver side front door, there are defective door lock actuators that prevent this door from locking or unlocking properly, posing safety risks. I contacted Toyota and spoke to ****** who told me there's nothing they can do. He stated they don't even know of the issue. *******************************************************************************************************************************************************************************.

  Business Response

  Date: 04/30/2025

  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 4/9/25 and was advised by an advocate there are currently no recalls pertaining to this vehicle's specific issue.

  
  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:04/07/2025

  Type:Customer Service 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.

  To Whom It May Concern,I am writing to formally express my dissatisfaction with the customer service I received from both ********************** Corporate and Future Toyota of *********, ************* February 2025, I purchased a 2022 Toyota Tundra from Future Toyota of *********. I worked with finance manager ****** ****. A few days later, ****** requested pay stubs as proof of income. When I returned, he told me my APR had dropped by 0.5%. However, the official lender documentation showed no such change.Concerned, I filed a complaint with Toyota Corporate. The case was assigned to **** *******, Customer Engagement Manager. After nearly two weeks, **** contacted me. We discussed ******* statements and a 90-day no-payment option I was never informed of. **** said hed investigate and follow up with a resolution.Weeks went by with no updates. I called Toyota **************** several times and was told **** would call me back, but he never did. On April 7, 2025, I called again and was told the case had been closed. The representative couldnt explain why. I asked again for a callbacknone came.I also left a message for the dealership manager, which went ************* complaint is with Toyota Corporate and the dealership. My concerns were never addressed, and I was misled, ignored, and left without resolution. Closing the case without follow-up, citing that ****** was new, is unacceptable and shows a lack of accountability.I respectfully request this issue be reviewed and handled properly. I chose Toyota for its reputation and service, and this experience has been very disappointing.Thank you for your attention to this matter.Sincerely,**** ***** Case Number: ************

  Business Response

  Date: 04/15/2025

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

  While weve established a Manufacturers Suggested Retail Price (MSRP) for each Toyota model, our dealers are independently owned and operated businesses, and we cant mandate the actual retail price at which independent dealers sell their inventory.

  **** does not involve itself in sales or service disputes between independent dealers and their customers.

  The guest contacted the ********************** *********************** on 4/7/2025 and was advised of the response from the Customer Relations Manager at the dealership.

  The guest is advised to contact the dealer and request to speak with the Customer Relations Manager if any further inquiries may arise.

• Initial Complaint

  Date:04/07/2025

  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.

  There is a current recall on my vehicle- 2016 RAV4 for potential vehicle fire related to 12-volt battery. I took my car to my local dealership where I was told that the recall is for the battery tray and that the current battery which I had just recently purchased would no longer fit the new battery tray they need to install due to the recall. Toyota informed me that I must purchase a toyota brand battery which is almost $500 before they can do any of the recall work on my car. I was also informed that I could submit a reimbursement request for consideration but a reimbursement for the battery purchase is not guranteed. I declined to purchase a new battery as I cannot afford this. I am a single struggling mother of 2 and cannot just afford to make a big purchase like this with the possibility of not getting reimbursed. As a consumer, why should I be financially burdened whether in whole or partially so that Toyota can correct an error? Would the proper parts have been installed since the beginning, I would not have to going through this. Toyota is putting my family and I at risk everytime I drive simply becasue I cannot afford a new battery so that Toyota can right their wrongs. I initially took my car in around November 2023 and declined this work due to mentioned financial burden. I continued to receive letter from Toyota about the recall got even more worried so I finally called the corporate office on 3/21/25 (Ref# ************) and filed a complaint. I assumed someone would follow up with me but no one ever did so I called again today 4/7/25 and spoke with ***- did not get a ref# as I hung up before getting that info). I was told that there was nothing they could do but advise me to purchase a Toyota battery and request a reimbursement for consideration and there is no one higher to escalate to or review as they are corporate. What am I to do if I have no money to afford this? Toyota seems to be ok with jeopardizing lives!

  Business Response

  Date: 04/30/2025

  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 3/21/25 and was advised by an advocate that the guest may have the recall completed and submit for review of reimbursement of the battery.
  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: 04/30/2025

  I am rejecting this response because:   As stated before the recall will not be performed unless I purchase an almost $500 battery from Toyota and they may or may not reimburse me. I am a single struggling mother that does not have $500 laying around. Again, I should not be held financially liable for a recall on their end nor should I have to spend money so they can repair the recalled part. I will hold Toyota liable should anything happen due to the recall and will proceed with legal action should anything happen.

  Business Response

  Date: 05/06/2025

  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 Toyota *********************** on 3/21/25 and was advised by an advocate that the guest may have the recall completed and submit for review of reimbursement of the battery.
  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:04/06/2025

  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.

  My husband and I purchased a 2024 Lexus ** 550 on Jan 31 2025 from ********* Lexus. Ever since we brought it home, weve been having issues with warping & melting all over the truck, on every single plastic part imaginable. From the cross bars on top, both mirrors, front grill and back of the car, all of the plastic on either side of the front windshield, everywhere. Im praying that reaching out to you will provide some escalation to our situation going on 2 months already. I live in **********, ***********. Its been cold. I am so afraid of what will occur come July and Aug, a year from now, etc. I feel in my heart that I should be given a refund for my truck. *** *********, the Smithtown Lexus Service and parts director came to our home & then sent 2 people who took video and photos taken showing over 15 spots on this truck warping. ****** ****, Smithtown Lexus General Sales Manager feels horrible as weve following him for years to purchase and lease Lexuss. These people can be spoken to on our behalf. In October 2024, we ordered the Lexus ** in incognito, added a couple of extra special features and waited months for my truck. We picked it up on January 31, 2025. I love my new truck, I waited and saved up for a long time to purchase a special ordered vehicle to buy and keep for years. I have had the ** before and the *** an ** and IS. Never ever thought something like this would happen. Currently my husband owns a 2024 ** which was purchased last year from Lexus of ********* as well. Its in our driveway just like our new ** and nothing is wrong with the ** at all. Lexus needs to escalate this and make it right. Weve always trusted Lexus as a product purchasing and leasing for 18 years. Im just so upset over this and I am praying Lexus will do right by my family.

  Business Response

  Date: 04/14/2025

  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: 04/14/2025

  I have reviewed the business response and will continue to wait for a resolution regarding my complaint. I am pending an answer from the Complaint regarding a refund / credit with Lexus. The truck in question is about our 8th vehicle with Lexus over ***** years. We have always loved every one of our Lexus vehicles. We are very hopeful that Lexus as a company will show us so loyalty just as we have over the years. We are willing to purchase another vehicle other than a GX with Smithtown Lexus. We are fine with a credit and not a refund to go elsewhere. Just want what I paid given to us to get into a different Lexus vehicle. 

  Customer Answer

  Date: 04/14/2025

  I believe a response from Lexus can take up to 45 days. I will notify you of that when I hear. We are hoping they do the right thing by us. We arent the only ones dealing with this problem regarding what they call solar convergence. Its a known problem and they are just putting their heads in the sand and dismissing consumers issues. Brand new vehicles shouldnt be warping or melting! Its a manufacturer issue not an environmental issue. They need to use better quality materials and products and not blame the consumers. I will let the BBB know of what the company says as soon as I hear from them.