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 Sales USA

  4550 Creek Road Cincinnati, OH 45242

• 

  Toyota Motor Manufacturing, Indiana, Inc.

  4000 S Tulip Tree Drive Princeton, IN 47670

• 

  Toyota Motor Distributors

  2350 Sequoia Dr Aurora, IL 60506

• 

  Toyota Motor Sales, USA, Inc.

  11111 NW Airworld Dr Kansas City, MO 64153

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:04/04/2025

  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.

  I was involved in two serious collisions (Dec 2024 & Feb 2025) while driving my 20** Toyota Camry SE. In both, the airbag system failed to deploydespite confirmed direct impact. I suffered physical injuries, mental trauma, and loss of transportation. My phone detected the crash and auto-dialed 911. I submitted an EDR access consent form to Toyota, and they acknowledged the defect and assigned Case #************, yet no resolution has been offered. This failure is tied to a known recall (NHTSA Recall #**V567000) regarding improperly calibrated ******************************* (OCS) in 20** Camrys. Ive missed work, lost income, and now suffer from PTSD and anxiety. Documentation, pay stubs, photos, and mental health reports are all available.

  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: 04/21/2025

  I have reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 04/21/2025

  I mistakenly marked the complaint resolved. No action or settlement has been provided. I am requesting the complaint be reopened immediately

• Initial Complaint

  Date:04/03/2025

  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.

  Despite being under warranty, the system consistently disconnects Siri, Apple CarPlay, and/or Bluetooth pairing during every single drive, regardless of distance.I have undertaken all recommended troubleshooting steps, including:Resetting the infotainment system multiple times.Deleting and re-pairing my iPhone.Utilizing only Apple-certified cables.Ensuring my iPhone is running the latest iOS software.Despite these efforts, the problem persists. This malfunction is not merely an inconvenience; it constitutes a significant safety hazard. Specifically, the system failures have resulted in:Dropped and missed critical phone calls, impacting my professional and personal life.Loss of GPS navigation during extended drives, leading to disorientation and forced stops in unfamiliar locations. This poses a serious safety risk.Furthermore, the response from your dealerships has been wholly inadequate. I have been repeatedly informed that there are "no known updates" or that the issue "cannot be replicated" despite the demonstrably consistent nature of the malfunction. This refusal to acknowledge and address the problem is unacceptable and indicative of a blatant disregard for customer safety and satisfaction.This persistent defect represents a breach of the implied warranty of merchantability and fitness for a particular purpose. The vehicle's infotainment system, a standard and essential feature, is not functioning as intended, thereby diminishing the vehicle's value and compromising its safe operation.

  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 ************.

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March I took my vehicle for routine work, after the receive documents showing that I needed new tires and breaks. A couple days later my hybrid malfunction system light went off, I brought it in to be told that I needed a new harness system which is over *****. I was told that my car no longer qualified for the extended warranty on the part since it was over ******* miles. When I requested more information about this issue, I was told that Toyota had many reports of the harness issue corrosion due to manufacturing and only had provided an extended warranty on the part. As I began to do some research I discovered that this recall occurred in 2020. I purchased my car in 2021 and never received any information in regards to this becoming a possible issue. I contacted Toyota in regards to my issue and was told nothing could be done my car was over the miles. I believe this is a major issue that no information was provided of this possible issue happening and now left to pay a huge expense out of pocket for a manufacturing problem that has nothing to do with wear and tear or miles. I have been told this only happens if the vehicle is exposed to salt for long periods of time. I believe that I am being forced to pay for an issue and others too of a defect that the company new about, and reframed from properly informing people, as well as fixing it on vehicles a year after the problem was discovered.

  Business Response

  Date: 04/08/2025

  We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer.  
  
  ********************** issued the 22TE09 customer support program providing coverage for the ** Floor Under Wire Harness and Rear Traction Motor Cable Corrosion . The Guests vehicle is beyond the 8 years/100,000-mile parameters of the Customer Support Program ******. Once the vehicle is outside of the 8 years/100,000-mile parameters of the **** 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: 04/08/2025

  I am rejecting this response because:   I never received any notification in regards to this issue which would have made it difficult to be aware and look into repairing before the ******* miles. It is the responsibility of the automaker to report this issue to consumer so they are aware. There are multiple reviews and reports of individual with similar scenarios as mine. Furthermore, this issue was discovered in 2020 my car that I purchased in 2021 I was not informed about this time of purchase and received no documents. This is not a wear and tear issue this is a manufacturing issue miles should not be considered in this situation. It is a 4 yr old car not purchased or in a location in which curosion to this extent should happen. While I understand Toyota has expressed a extended warranty its designed to still adhere to the benefits of Toyota getting out of replacing a part that is ridiculously costly due to labor and repair. It has come to my attention that when it goes into recall people will still be compensated which will still be a loss for Toyota. However, this does put a very disadvantage to reputation for Toyota being known for having reliable cars

  Business Response

  Date: 04/08/2025

  We have reviewed the follow-up complaint filed by the Guest.

  
  As we have indicated, the vehicle is beyond the 8 year/100,000 mile parameters of the Customer Support Program ******. As such, ********************** would be unwilling to offer compensation for any related repairs to the vehicle. While we understand the dissatisfaction with this decision, it represents Toyota's final position on this matter.

  
  In reviewing the case,we find that Toyota has met its obligations in regard to all expressly written warranties and are unable to grant the Guests request at this time.

   

  Customer Answer

  Date: 04/08/2025

  I am rejecting this response because:   My final response is still rejecting your answer to the problem. You may have written warranties on file in the shops but as a consumer I did not receive any notification and therefore had no knowledge of this problem, furthermore if I had prior knowledge I would have been able to fix it prior to the warranty no longer being valid. While this may not be lunch Toyotas problem it is Toyotas issue itself. The lack of communication is what leaves me responsible as well as others. 

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchased a 2023 Toyota Highlander Hybrid Bronze Edition from a Toyota dealership in *************************, **. While the dealership itself has provided excellent customer service, we have encountered persistent electrical issues with the vehicle, including malfunctioning interior lights and intermittent failure to start. These problems have necessitated multiple service visits, yet the issues remain unresolved.On November 25, 2024, we filed a lemon law claim with Toyota corporate and were informed that we would receive a response within 60 business days. However, as of April 1, 2025, we have received no update despite numerous follow-up calls requesting information. This lack of communication and resolution has been deeply frustrating.Initially, we had hoped to replace this vehicle with another Toyota, as our family has a long history of loyalty to the brand, having purchased multiple RAV4s and Highlanders over the years. I personally intended to buy a Tundra to replace my current vehicle in the future. However, this experience has shattered our trust in Toyota. At this point, we no longer wish to own this Highlanderor any Toyota vehicleand simply want to be free of it.We request that Toyota repurchase the Highlander from us at its full original cost, including all interest paid on our loan and additional expenses such as ceramic coating and any other add-ons. We are profoundly disappointed in how Toyota has handled this matter and can no longer support a brand that has failed to address our concerns.

  Business Response

  Date: 04/08/2025

  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:03/31/2025

  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 my new Toyota 2024 Rav 4 in September of 2024 from *************** Dealership. After buying i noticed a light brown color that runs down from the rivets of the gas door the week that i bought it. Looked like a grease smear running down the paint inside the gas fill up area. In a couple more weeks the rivets turned orange and started to corrode. My car also has the protective coat installed when i bought they said I needed done with the warranty to be covered I had to pay extra and added on to my loan. The rivets are corroding or dissolving at a fast rate to which the maybe not be any top of the rivet left in a year. I contacted ***** of ********* about the issue they had me stop in with the vehicle. **** the General Manager and two mechanics checked it out saying there was no way of fixing it because of the rivets would just do that again. I said i was not happy with what they told me after I had just bought it new for $56000. ***** employee **** General Manager said he would contact Toyota Corp to see what they said could be done. **** said that Toyota Corp said they would not fix it because it was not covered under warranty. **** then offers to have the corroding/rusted rivets painted by the dealership. Which on a brand-new vehicle should not have these issues. I said i was not happy with painting of corroding /rusted rivets. I then contacted Toyota Corp myself and after about 2 months of calling and waiting to talk to an agent about the issue Toyota Corp told me there is nothing, they can do to fix the issue. That the dealership has the say on what can be done to fix the issue. When asked by Toyota Corp on what i would want done to fix I said have the rivets replaced. The corroding and rusting is going to spread to other parts of the vehicle in time if not fixed or the gas door will fall off. Which Toyota replied we will not fix because we stand behind what the dealerships say.

  Business Response

  Date: 04/08/2025

  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: 
  
  Fire, accidents or theft
  Abuse or negligence
  Misuse - for example, racing or overloading
  Improper repairs
  Alteration or tampering, including installation of non-Genuine Toyota Accessories
  Lack of or improper maintenance, including use of fluids other than those specified in the Owners Manual
  Installation of non-Genuine Toyota **************************** tree sap, road debris (including stone chips), rail dust, salt, hail, floods, wind storms, lightning and other environmental conditions
  Water contamination
  
  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: 04/08/2025

  I am rejecting this response because:    Looks like a defect in the rivets. Which is a defect in the material used. 

  Business Response

  Date: 04/10/2025

  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: 
  
  Fire, accidents or theft
  Abuse or negligence
  Misuse - for example, racing or overloading
  Improper repairs
  Alteration or tampering, including installation of non-Genuine Toyota Accessories
  Lack of or improper maintenance, including use of fluids other than those specified in the Owners Manual
  Installation of non-Genuine Toyota Parts
  Airborne chemicals, tree sap, road debris (including stone chips), rail dust, salt, hail, floods, wind storms, lightning and other environmental conditions
  Water contamination
  
  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: 04/16/2025

  I am rejecting this response because of a defect in the rivets. Which is a defect in the material used by your company. The rivets continue to desolve. 

  This is a easy fix that u need to stand behind. Should not be installing defective parts on vehicles.

  This is my second new Toyota that I have bought in 3 years. If your company cannot stand behind your vehicle than it will be the last Toyota I ever buy. 

  I will not recommend the dealership or Toyota to anybody. Will tell everyone about how  neither stand behind your vehicles and not to buy one.  

• Initial Complaint

  Date:03/29/2025

  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.

  Last year, I purchased a used 2018 Toyota CH-R with an extended warranty. Today I took my car into **** ******** Toyota because it was making a "grumbling" noise. The appointment time was 9:45 AM. At approximately 11:25 AM, I was told that the transmission needed to be replaced and that I was approximately ***** miles outside of the extended warranty & that the claim was immediately rejected. I was quoted just under $1***** to replace the transmission. I was told "well, it's over ******* miles" so a transmission failure wasn't unusual. The car has a little over 10***** miles on it. This is absolutely absurd. This is not my first Toyota but I assure you, it will be my last. Never again. I have NEVER had a transmission fail in the entire time I've been driving cars. I understand that I'm out of the warranty period. However, *********** FAILURE in Toyota CH-R's, in particular, the 2018 variety has become exceedingly common as a simple search shows. This is a known, if not acknowledged, problem. As this is a known issue, it should be corrected.

  Business Response

  Date: 04/08/2025

  We have reviewed the follow-up complaint filed by the Guest.
  As we have indicated, the vehicle is beyond the parameters of the Powertrain warranty, which is 5 years or ****** miles, whichever comes first starting from the vehicle's in-service date.

  As such, Toyota would be unwilling to offer compensation for any related repairs to the vehicle. While we understand the dissatisfaction with this decision, it represents Toyota's final position on this matter.
  In reviewing the case, we find that Toyota has met its obligations in regard to all expressly written warranties and are unable to grant the Guests request at this time.

• Initial Complaint

  Date:03/28/2025

  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 paid off a loan with *** six months ago. They were delinquent in sending various documents including the close out of the loan, and still have the loan listed on my credit report, even though it is no longer accurate for more than six months. *** must immediately provide accurate information to the credit bureaus that the loan was paid in full six months ago to avoid escalating this to legal action. Thank youl

  Business Response

  Date: 04/08/2025

  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 lease or loan. If this is through Toyota ****************** (TFS), please contact TFS directly at ************** for further assistance. If the customer leased or financed the vehicle through a company other than ***, please contact the respective financial institution for further assistance.

• Initial Complaint

  Date:03/27/2025

  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 2025 Toyota Camry hybrid. I scheduled an oil change with *** ******* Toyota for 3/27/25 @ 1130am. I wanted to use a free oil change. *** purchased and paid off four Toyotas beginning in 2022. I mentioned during the scheduling that I wanted to use my free oil change. The associate assured me under my 25k mile Toyota care I would receive a free oil change. I mentioned my vehicle has 50k miles but I believe I am still entitled to a free oil change. I drive between 150k-200k miles a year which is why I purchased 4 Toyotas beginning in 2022. I have never used any of the free services provided, under budgeted for the week and was in need of Toyota to provide at least one of the service promised. The associate agreed. When at the dealership I was denied. I drive overnight. The dealership is 15 miles/25 minutes from my residence. I lost sleep/time and gas. I am a loyal customer and demand more respect than what was shown.

  Business Response

  Date: 04/11/2025

  April 11, 2025
  BBB Case# ********
  ***** *******
  
  This is in response to the complaint filed against Toyota Motor ****************** (TMCC) by ***** ******* regarding the request for reimbursement for vehicle maintenance. 
  
  We regret to learn of the maintenance concerns Mr. ******* faced with his vehicle,and for the circumstances that prompted him to file the complaint. Pursuant to the Exclusions and Restrictions of Mr. ******** warranty, as outlined in his Toyota ********** Agreement, time and mileage coverage periods for new vehicle plans are measured from date vehicle was first put into service as a new vehicle and zero miles. Coverage expires upon reaching the maximum time or mileage of the coverage period selected, whichever occurs first. Based on this,Toyota ********** will not be able to reimburse the maintenance cost for Mr.Stewarts vehicle.
  
  It is important to know, dealerships are independent business entities. Toyota ********** and **** does not oversee their operations and is not involved in service decisions or negotiations between customers and the dealership. As a result, we are unable to confirm or deny the verbal representations between ********** and *** ******* Toyota.
  
  We appreciate his loyalty to ****, and we recognize this may not be the resolution Mr. ******* was seeking, but we hope the explanation provided is helpful.  If Mr. ******* should have any further questions regarding his Toyota ********** coverage, he may contact our *********************** directly at *************, Monday through ******************************************************** is a service **** of Toyota Motor ****************** (TMCC).Retail installment accounts may be owned by ****, or its securitization affiliates and lease accounts may be owned by Toyota Lease Trust (***) or its securitization affiliates. **** is the servicer for accounts owned by ****,***, and their securitization affiliates.
  
  We may include Personally Identifiable Information (***) as necessary to the complaint as submitted by the customer. We do not control how or whether the BBB safeguards our response or the *** in our response after submission.

  Business Response

  Date: 04/16/2025

  We have looked further into your concern and our records indicate that a Toyota Representative was able to address your oil change concern appropriately on 03/27/2025 by advising you that you were outside of your ToyotaCare coverage due to the amount of miles on your 2025 Toyota Camry.
  
  
  Please note that your ToyotaCare provided coverage for 2 years or ****** miles, whichever comes first. 24-hour Roadside Assistance is also included for 2 years and unlimited miles. To learn more about ToyotaCare, please visit *******************************************************************

  Customer Answer

  Date: 04/16/2025

  I am rejecting this response because:   

  Business Response

  Date: 04/18/2025

  We have looked further into your concern and our records indicate that a Toyota Representative was able to address your oil change concern appropriately on 03/27/2025 by advising you that you were outside of your ToyotaCare coverage due to the amount of miles on your 2025 Toyota Camry.
  
  
  Please note that your ToyotaCare provided coverage for 2 years or ****** miles, whichever comes first. 24-hour Roadside Assistance is also included for 2 years and unlimited miles. To learn more about ToyotaCare, please visit *******************************************************************

  Customer Answer

  Date: 04/18/2025

  I am rejecting this response because:   

• Initial Complaint

  Date:03/27/2025

  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 own a 2022 Toyota Tundra. The truck only came with one Key. I was told to reach out to Toyota by the dealer to get the 2nd Key. I reach out to Toyota corporate, and they refuse as well.

  Business Response

  Date: 04/07/2025

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

  For inquiries regarding not receiving a second vehicle key upon time of sale, please contact the Sales Manager directly.

  Should the guest have any additional questions we encourage the guest to contact us at ************.

  Customer Answer

  Date: 04/07/2025

  I am rejecting this response because:   I have contacted the original dealer and Toyota directly and they refuse to issue the promised 2nd key that was never issued for this vehicle.

  Business Response

  Date: 04/08/2025

  We have reviewed the complaint filed by the Guest through our ************************ and regret to hear of the concerns reported by the Guest.
  For inquiries regarding not receiving a second vehicle key upon time of sale, please contact the Sales Manager directly.
  Should the guest have any additional questions we encourage the guest to contact us at ************.
  

• Initial Complaint

  Date:03/25/2025

  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 took my 2014 Prius V to Mossy Toyota in ********* due to ABS, Brake, and sliding car icons warning lights on dash. Was told I need repair of the master brake and attenuator units. Was told the repair will cost $4780. I looked up this problem and found out it is a known defect in this model made in *********. After many discussions, I found out Toyota covers the cost of repair if discovered within 10 yrs of purchase or $150,000 miles. My car has 110K miles, but is 11 yrs old now. I drive it very little and therefore have had fewer miles than average for this timeframe. I called the Toyota customer care was given a case manager for my claim. I was told I would have an answer within 24 hours. Despite this information, I did not get answer in 24 hours and its now been six days that I have been attempting to call and speak with my case manager. Each timeI I call the automated Toyota system. It says my case manager is not available. Then the system attempts to connect me to someone who can help you . Each time the system then tells me Im sorry we are having a problem connecting you, please try again later. I have tried this 10 to 15 times to no avail each time the same pattern. Meanwhile, I am renting a car from Toyota garage its been six days now. My car remains in the shop.I am very disappointed with Toyota customer service both at my local dealership and with the parent company Toyota. I have had many Toyotas in my life and have felt secure with their workmanship and policies in the past. However, this no longer seems to be true. I believe Toyota should pay for my parts and labor given this is a known defect with my year and model. I am under the 150K mile requirement. One month ago I had both my brakes repaired completely due to normal use. Paid ~3K. I wonder if there is any relationship to the recent repair that was done by Toyota. I am in the market for purchasing two more cars, if this is not resolved appropriately, I will not buy from Toyota again.

  Business Response

  Date: 04/07/2025

  We have reviewed the follow-up complaint filed by the Guest.
  

  As we have indicated, the vehicle is beyond the parameters of the aforementioned Customer Support Program, which was 10 year or ******* miles from the date of first use of the vehicle. As such, Toyota would be unwilling to offer compensation for any related repairs to the vehicle. While we understand the dissatisfaction with this decision, it represents Toyota's final position on this matter.

  
  In reviewing the case,we find that Toyota has met its obligations in regard to all expressly written warranties and are unable to grant the Guests request at this time.