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 N.A.

  25 Atlantic Ave Erlanger, KY 41018

• 

  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:06/05/2023

  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.

  November of 2021 we purchased a 2020 Toyota Tacoma with 12K miles. April of 2023 when attempting to turn on ** the ** failed to come on and stay on. Took to our local Toyota dealership and have been told repair will be approximately $2400. I phoned Toyota and was told there are no recalls or TSB's relating to ** failures. Person at Toyota stated that i was at 36 months but i had exceeded mileage for warranty work, 58K at the time and i agreed the mileage was past the coverage period but couldn't understand how there could be a failure of any part of ** unit on a vehicle so new. Researching I discovered there are TSB's on an ** for this year. Stopped at another Toyota dealership who acknowledged the TSB's and indicated the repair was most likely the compressor which they have had to replace on the same make and model years somewhat frequently. My appointment is Friday to have the repair completed but I'm extremely disappointed to have to make such a costly repair on a 3 year old vehicle. At 57 I've owned many vehicles over the years and have never had to replace an ** compressor on anything. This is a known issue and feel the parts should be covered at 36 months.

  Business Response

  Date: 06/11/2023

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

  The customer has contacted ********************** Brand Engagement and been advised his vehicle is outside of ************* warranty based on mileage. Education and position has been provided to the guest under case # 230509001018. 

  Customer Answer

  Date: 06/14/2023

  I am rejecting this response because:   This vehicle was approximately 34 months old when the failure occurred.  While I understand that the mileage had exceeded the standard 3 year, 36k warranty period, an AC compressor and clutch should not fail prematurely.  The parts are clearly defective.  I have a 2007 Toyota Avalon with 250K which still has a working AC clutch and compressor.  Reviewing this matter on line, there is a high frequency of this issue on these year model Tacomas.  Our 2014 Carmary was sold with over 100K and it had no issues with AC clutch or compressor.  Furthermore, there would be no reason for a dealership to keep in stock, replacement AC clutches and compressors unless this was a known issue as the parts are expensive and represent significant unnecessary overhead.  

  I would have been very happy to hear Toyota recognizes the issue and was willing to at least meet me halfway with the cost of the repair but to ignore and claim no responsibility because the vehicle is being driven is completely unacceptable.

  Business Response

  Date: 07/01/2023

  We have reviewed the customer's comments and as previously discussed We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer.  The customer has contacted ********************** Brand Engagement and been advised his vehicle is outside of ************* warranty based on mileage. Education and position has been provided to the guest under case # 230509001018. 

  Customer Answer

  Date: 07/05/2023

  I am rejecting this response because:   This was basically a new vehicle and while I do agree that i had exceeded the basic mileage warranty coverage period, an ** compressor clutch and compressor should not fail within 36 months of purchase unless there is a manufacturing defect.  We live in the Northeast and only use the ** for a few months in the summer.  The dealership where the repair was made admitted that this is a common failure on these vehicles and has to inventory very expensive parts in order to meet demand.  Again, I'm asking for reimbursement for at least either the failed parts or part of the labor.  I don't believe my request is unreasonable and certainly can spend the time and effort to ensure to share my story about how wonderful 'Toyota Care' has been to us.  

  Respectfully ***** & *************************

• Initial Complaint

  Date:06/05/2023

  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.

  I bought a brand new Toyota Camry and they promised that the 2nd key would be shipped to me no later than 6 months after purchase. It has been 8 months and not even a word. They're selling extra keys for profit in every Toyota location in *******, but they cannot send the second key for a brand new purchased vehicle.

  Business Response

  Date: 06/05/2023

  Hello,
  
  This complaint was filed this complaint was filed against Toyota Motor ****************** in error. Please forward the referenced complaint ******** to the appropriate business Toyota North America  for handling.
  
  Thank you,
  Toyota ********* Services

  Business Response

  Date: 06/05/2023

  Hello,
  
  This complaint was filed this complaint was filed against Toyota Motor ****************** in error. Please forward the referenced complaint ******** to the appropriate business Toyota North America  for handling.
  
  Thank you,
  Toyota ********* Services

  Business Response

  Date: 06/11/2023

  We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer.  The customer has contacted the ********************** *********************** and provided case #230530001768. Information regarding the concern has been provided to the guest. 

• Initial Complaint

  Date:06/04/2023

  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 car didnt come with a second car key. They said it was gonna come in two months and now we are at 6 to 7 months Toyota keeps lying.

  Business Response

  Date: 06/11/2023

  We have reviewed the complaint filed by the Guest through our ************************ Per our records, we do not reflect any prior contact from the Guest to our ************************  We encourage the Guest to contact ** at ************ so we may further evaluate the Guests concern.

• Initial Complaint

  Date:06/02/2023

  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.

  5/26/2023 - Paid $1,103.68 Toyota Sienna 2018 - ***************** Around ****** ************* Toyota of ***** in *****, ** Brakes suddenly failed and dealership has given me the keys twice saying that the brakes were repaired. Twice they failed again before I leave the parking lot. This is life-threatening.5/25/23: Brake light turns on while driving and brake pedal goes straight to the floor and vehicle will not stop. "CHECK BRAKE SYSTEM" message appears on the dash. Called the dealership, told them what happened, and got the car towed to the dealership.5/26/23: Car was ready to pick up, was told brake pads and low brake fluid was causing the issue. Got into the car and before leaving the lot, the brakes fall to the floor again, the brake light comes on, and the "CHECK BRAKE SYSTEM" message appears on the dash again. I call for my service advisor to come over and they take the car back.5/27/23: Tech told service advisor that he just needed to pump the brakes a few times and drive it to get the car reset, but everything was fine. I got into the car and the same thing happens, brakes stop working before leaving the lot. The service advisor is great and the only thing that is making this situation tolerable, but I'm getting sent off to my death with this repair. They car remains at the dealership over this weekend, no loaner car provided.I was told that the techs didn't anything wrong and nothing was missed. My car passed their state inspection as well. But if nothing was missed and no one did anything wrong, there is no way for anyone to ensure that my brake system is functional before I leave this dealership.My wife was supposed to drive this car home the first day. If I had used my second set of carseats instead, my wife would have been driving with my three kids when those brakes failed. This car is not worth their lives.Can Toyota do anything to ensure this car is safe? Whatever procedure is being followed to check isn't enough.

  Business Response

  Date: 06/11/2023

  We have reviewed the complaint filed by the Guest through our ************************ Per our records, we do not reflect any prior contact from the Guest to our ************************  We encourage the Guest to contact ** at ************ so we may further evaluate the Guests concern.

  Business Response

  Date: 06/12/2023

  We have reviewed the complaint filed by the Guest through our ************************ Per our records, we do not reflect any prior contact from the Guest to our ************************  We encourage the Guest to contact ** at ************ so we may further evaluate the Guests concern.

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a new truck from Toyota in Febuary and at the time was only given one key fob for the vehicle. We were told by the dealer that Toyota will be reaching out within a week or 2 to get our second key given to us. That we should expect and email from Toyota for the process. We have patiently waited now over 2 months and no email, no contact, nothing. We reached out to Toyota Motor North America and spoke to a representative who told us that sorry but the estimated time now would be expected at the end of Summer 2023. This is at least another 2-3 months, meaning that we could be half a year without a second key to the car... this is unacceptable. They obviously have key fobs available, as they are selling thousands of new cars. They are just leaving their paid customers out in the cold once they take their money. This is completely the wrong way to treat your customers. The rep also stated that that's all the info they can give us. When we demanded to speak to a manager, we were put on hold for 35 minutes and then hung up on. I think we have been very patient in waiting for this key. We understand that there is a bit of a chip shortage but this is to the point of abuse. Again, totally unacceptable. Not even an apology from Toyota.

  Business Response

  Date: 06/08/2023

  We have reviewed the complaint filed by the Guest through our ************************ Per our records, we do not reflect any prior contact from the Guest to our ************************  We encourage the Guest to contact ** at ************ so we may further evaluate the Guests concern.

• Initial Complaint

  Date:05/30/2023

  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 2023 Toyota Tundra **** Edition in late March of this year. The driver seem, although firm, seemed ok during the test drive. After taking my first long drive in the truck, I discovered a build quality issue. Approximately 1/2 of the way up the driver seat cushion appears to be a steel plate of some sort for either support of technology inside the seat, or something else. This steel is unforgiving and has created a health issue for me. Since there is little padding and no relief, it causes my lower extremities to go numb. This is a major concern for overall driver safety. While the dealer admits that the seat construction is different from those in the Platnium, SR5, etc, they state that there is nothing that they can do to resolve this as it has not been deemed a Toyota issue, yet. The dealer also admits that they've had numerous issues with these seats but only referred me to an upholstery shop for a resolution. I did not pay $70k for a brand-new truck to take it to an upholstery shop for something that is clearly a design flaw, and I cannot drive the vehicle for longer than 30 minutes without issues.

  Business Response

  Date: 06/08/2023

  We have reviewed the complaint filed by the Guest through our ************************ Per our records, we do not reflect any prior contact from the Guest to our ************************  We encourage the Guest to contact ** at ************ so we may further evaluate the Guests concern.

  Customer Answer

  Date: 06/23/2023

  This issue is not resolved. I attempted to work with Toyota's consumer center and after 10 days, no resolution was provided. I wish to escalate this issue. 

  Business Response

  Date: 07/14/2023

  We have reviewed the complaint filed by the Guest through our ************************ Per our records, we encourage the Guest to contact us at ************ so we may further evaluate the Guests concern.

  Customer Answer

  Date: 07/14/2023

  I am rejecting this response because I have spoken to the ************************ and they were less than helpful. I would like this to be escalated. 

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB,I need help to get my 2013 Toyota Camry fixed, I'm not looking for free repairs, only looking to make Toyota responsible for their critical defect products. I am attaching a technical document, where Toyota acknowledged their defected torque converter used in 2012 - 2014 Camry. It impacts almost 1 million vehicles. This defected product could kill people on the road. In stead of taking responsibility to replace their defected products, Toyota only provides an extended warranty for it. If a customer doesn't drive their cars, or not notice the **** he or she will have to spend a fortunate to repair the defected Toyota product. It's kind-of-like a merchant sells a defect product as new, only offers extra 2 days warranty to ****** that the customers are not aware of or won't notice it within the extra 2 days. This is a scam, and deceiving business practice.I have a 2013 Camry as a second-hand owner, and have never received any notice from Toyota about this product defect. Couple of months ago (Mar. 2023), I started experiencing the engine hesitation problem during acceleration (well under ******* miles). After some of extended researches, I realized this was due to the defect torque converter from Toyota, which they acknowledged. Last week, I brought my car to Toyota dealership, where they confirmed my suspicion. However, the dealer mentioned the warranty was expired in the end of 2021, and asked for ~$3000 to replace the defected torque converter. I submitted a case #************ to Toyota Corporation for this issue. If not because of Covid, this issue would have occurred back in 2021 within the warranty. In 2020, 2021 and early part of 2022, only a couple of thousand miles were driven, instead of ****** miles/year normally.By filing this complaint, I am looking for Toyota Corporation to take responsibility on their product, and replace the known defect torque converter.

  Business Response

  Date: 06/08/2023

  We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer. The customer was in contact with the *********************** and provided Case # ************. In reviewing the case,we find that Toyota has met its obligations in regard to all expressly written warranties, and have provided our final position to the customer by a Brand Engagement Supervisor. 

• Initial Complaint

  Date:05/30/2023

  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 placed an online order on 5/13/23 for some auto parts from ***** Toyota. While completing the checkout process, I used their advertised FREESHIP code for free shipping. I read the fine print and nothing in my order met the exceptions or limitations. Luckily, I took a screenshot of the order before submitting it that showed a total of $342.43. When I submitted the order, the price increased to $386.22 on the order confirmation page.Assuming this was an error, I contacted ***** Toyota and explained what happened. They responded by telling me to cancel the order and submit a new order. I placed a new order today (5/18) from a PC for the exact same products and used the exact same FREESHIP code. Again, the order looked perfect ($342.43) before submitting it. When I completed the order, the confirmation page showed a charged total of $425.15.I immediately emailed ***** Toyota and told them to cancel the second order (totaling $425.15) and explained that I needed help correcting the problem. They emailed back and said my original order (for $386.22) had shipped. They said the change was due to increased shipping costs although nothing in the fine print indicates that this is possible.I completed the identical order twice. I have the screenshot and printed webpage from each of these transactions before pushing the place order button. Both orders show the correct total beforehand and a different total afterward. This is false advertising and a form of theft. Toyota owes me a $43.79 refund. In a reply to the BBB, ***** Toyota explained that this problem is not their responsibility and that the corporate Toyota is responsible for the error. Based on their statements, I am issuing a complaint against Toyota.

  Business Response

  Date: 05/30/2023

  Hello,
  
  This complaint was filed this complaint was filed against Toyota Motor ****************** in error. Please forward the referenced complaint ********to the appropriate business Toyota North America  for handling.
  
  Thank you,
  Toyota ********* Services

  Business Response

  Date: 06/11/2023

  We have reviewed the complaint filed by the customer and regret to hear their concerns. We encourage the customer to work directly with ***** ********************** as the concern reported is specific to a complaint with the dealership. 

• Initial Complaint

  Date:05/30/2023

  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.

  5-22-2023 took my 2017 Toyota highlander hybrid @ ****** miles into a toyota dealership for the third time in 2 years complaining of abnormal brake sounds. First time was at ****** **************** diagnosed car with a leaking abs system that would cost **** to repair as car is not under warranty. This is a known defect with other year models and toyota has paid for repairs for those years. Toyota refuses to cover repairs for their faulty abs system.

  Business Response

  Date: 06/08/2023

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

  In our review the customer contacted the *********************** and was provided a position on case # 230523002253. 

  
  

  Customer Answer

  Date: 06/08/2023

  I am rejecting this response because:   Toyota has agreed to pay for only half the cost of the repairs to date. This is not a wear and tear item, it is a safety item that in most cases lasts the life of a vehicle. Mine has been faulty for over ****** miles with no warning light ever coming on to notify me my abs system is not functioning properly. Something is faulty within there abs system on hybrid cars and they are continuing to install and make people pay if they realize something is wrong. I would like mine repaired free of charge.

  Business Response

  Date: 06/12/2023

  We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer. 
  
  In our review the customer contacted the *********************** and was provided a position on case # 230523002253. 

   

  There will be no further review to the concern. 

• Initial Complaint

  Date:05/26/2023

  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 experience with this company after buying a brand new 2021 Toyota Tacoma TRD has been one of the worst experiences I've had as a customer. My whole life I looked forward to buying a new Tacoma and that feeling has been replaced with a deep hatred for this company. First, around October 17, 2022 I brought my truck in to get serviced at Toyota of Winter Park. After leaving the dealership I stopped at a gas station and immediately noticed damage to the rear bumper of my truck. I called the dealership immediately and at first they tried to deny responsibility for the damage. It wasn't until I threatened them with legal action that they reviewed the security cameras and saw that my truck had come in with no damage. They did apologize and ended up paying for my truck to get fixed, however, it was an inconvenience when I had to leave my truck the repair shop for a few days. Next, on 3/9/2023 I made a payment using the mobile app. I had recently added a new bank account as my preferred method of payment. The app, however, tried to charge the old bank account on file. This resulted in a returned payment. I did not realize it in time and it ended up being reported as a late payment on my credit report. Since *** never had a late payment this dropped my credit score 120 points. This was also extremely bad timing since I was in the process of buying my truck out of my lease. I spoke with several people and provided all the screenshots and documents necessary. The resolution department at TFS admitted it was their fault but said that the credit department was unwilling to change it. This was hard for me to believe that a company would lose a loyal customer over such a trivial thing. I will end up spending $50k on my truck and instead of buying another Toyota I plan to sell my truck immediately and will never do business with them again. Seems like the dumbest business move in the world to lose a customer like this.

  Business Response

  Date: 06/05/2023

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

   

  Please assign complaint to Toyota ********* Services.