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:05/02/2023

  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.

  I purchased a new Toyota RAV4 (Hybrid) from Toyota Toyota City in **********, ** last October. When I accepted the vehicle, I was told by the salesperson that, due to supply-chain issues, I would receive only one key fob. I was told that I would receive an additional key fob as soon as possible. It has now been 6 months since the purchase date and I have not received my second key fob. I have made written and telephone inquiries to Toyota City only to be told that they have continuing supply issues. I remain very concerned that losing my only key fob would render my new car inoperable. I think 6 months is a long enough wait and I require a meaningful response from Toyota.

  Business Response

  Date: 05/05/2023

  Good Afternoon, 
  
  We are sorry to hear of the disappointment with the second key fob. Please know that Toyota is working diligently with our suppliers to get the second key fobs out to our guests. The current timeframe we are looking at is **** or July. This could change based on our suppliers, but we are doing everything in our power to get these keys to our guests as soon as possible.
  
  
  

  Customer Answer

  Date: 05/05/2023

  I am rejecting this response because:   It has been over 6 months since I purchased my Toyota RAV4.  Based on reports I have heard in the media, the supply chain issue for computer chips has been significantly mitigated.  Toyotas response that it may be another 2-3 months until I receive my second key fob tells me that Toyota is prioritizing new car sales over over satisfying existing purchasers.  That said, I still would like to receive my 2nd key fob sooner than 2-3 months.

• Initial Complaint

  Date:05/02/2023

  Type:Order 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 took the new vehicle to ***** Toyota for repairing the sunroof for 4 times and the off-centered steering wheel for 2 times. Please see the attached documents for more details. I think the vehicle has two significant detects that will affect the driver's safety.

  Business Response

  Date: 05/05/2023

  Good Afternoon, 

   

  We are sorry to hear of the concerns our guest is having with their vehicle. Our records show they have an open and pending case to have their vehicle possibly bought back or replaced. At this time we recommend the guest work with their contact person on next steps in the process.

  Customer Answer

  Date: 05/05/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/01/2023

  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.

  Purchased a 2007 Tacoma in 2021 with ****** miles from a private sale that was picked up at auction from a Toyota dealership. They inspected the frame in February 2019 and claimed it was fine. A year and a half later in September 2020 it was back at the dealer where they said the frame failed. A FRAME SHOULD NOT DETERIORATE THAT QUICKLY and should have been replaced. This vehicle should have been junked to keep it off the road since I would think it would be a safety liability. The frame continues to deteriorate even with being cleaned and undercoated. Spoke to senior customer relations and they would not do anything to help and honor the replacement when it is clearly defective. The representative tried to claim age of the vehicle as the issue, although with ****** miles on it the frame failed inspection so it must just deteriorate from sitting. The representative hung up on me when I expressed that their frames are defective. This will be the last Toyota my family will own and I will never suggest buying one of their vehicles to anyone again.

  Business Response

  Date: 05/05/2023

  Good Afternoon, 

   

  We are sorry to hear of the concerns our guest has had with his 2007 Tacoma. We have confirmed that at one time there was a program that replaced the vehicles frame, however that program has now ended. The vehicle is outside any warranty by both time and mileage and we will respectfully decline any assistance with this repair. We have documented the guests concerns at Toyota Headquarters.

• Initial Complaint

  Date:05/01/2023

  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 OWN A 2020 TOYOTA TACOMA SINCE NEW THAT HAS ****** MILES ON IT.IT HAS A BAD PARK NEUTRAL SWITCH WHICH WILL COST $600.00 TO REPAIR PER ****** TOYOTA IN *************,** ACCORDING TO TOYOTA THE ***** HAS A 3/36000 MILE WARRANTY AND A 8YEAR ****** MILE DRIVE TRAIN WARRANTY.TOYOTA WILL NOT REPLACE THE SWITCH AT THERE EXPENSE BECAUSE A PART THAT IS ON THE TRANSMISION IS NOT COVERED BY THE POWER TRAIN WARRANTY EVEN THOUGH THE TRANSMISSION WONT WORK WITHOUT IT.

  Business Response

  Date: 05/05/2023

  Good Afternoon,

   

  We have reviewed our guests concerns with the Park switch and show they had a case with our *********************** who was able to offer $250.00 toward the repair as a one time gesture of good will as this was an out of warranty concern. We have documented the guests concerns here at Toyota Corporate.

• Initial Complaint

  Date:04/29/2023

  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 bought my new car in September 2022 and was provided one key. I was promised two keys just like all cars purchases. I was told the second key is delayed and will be mailed to me. I understand we did not have a set time promised. It is now 7 months. My wife drove my car and forgot to take the key out from her purse. She went to work with key and I had to pay to go to work. That wouldn't have happened if we have the second key. I contacted the dealership and was told to continue to wait. There was supposed to be a shipment but delayed again. I was then to call Toyota and pay for a second key. This is not right. Even without a agreed timeframe, a "reasonable" timeframe should be in place. Is the company going to be off the hook if they never send ** the key? What if there is still no key in five years? What if I try to sell the vehicle and the buyer refuses to buy or bargain for a lower price due to a missing key? Why am I having to pay for a ride caused by the company?

  Business Response

  Date: 05/05/2023

  Good Afternoon, 
  
   
  
  We are sorry to hear of the disappointment with the second key fob. Please know that Toyota is working diligently with our suppliers to get the second key fobs out to our guests. The current timeframe we are looking at is **** or July. This could change based on our suppliers, but we are doing everything in our power to get these keys to our guests as soon as possible.
  
  

  Customer Answer

  Date: 05/21/2023

  Thats a generic response with no effect to resolve.  Maybe in a couple months but not sure while we are here suffering the inconvenience and incurring expenses? Thats not right.  I bet I will be in trouble if I didnt pay my bills on time or dont deliver my product I full.

  Customer Answer

  Date: 05/25/2023

  I responded to the business on 5/21/23 and then the complaint is closed? How is that work? I never agreed to close the complaint.

• Initial Complaint

  Date:04/28/2023

  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.

  After buying a 70,000$ fully flooded Toyota tundra. Owning it for 1 year. Toyota took away my navigation. No longer displays roads, maps, etc. just a blank screen. Now Toyota wants 15$ a month to add it back. Didnt I buy the truck with navigation. I feel this is against the law taking it back. I understand updates and live map data. But taking the whole navigation away!!! Also removed the remote start from the app on my phone. How can they do this?

  Business Response

  Date: 04/29/2023

  Good Afternoon, 

   

  We are sorry to hear of the concerns our guest is experiencing, we would recommend the guest call our *********************** at ************ should they seek assistance with their concerns.

  Customer Answer

  Date: 04/29/2023

  I am rejecting this response because:   I bought this truck with navigation. Toyota has taken away the navigation screen and maps. I have nothing!!! Who says thats right? I understand if they take away updates and live traffic info. How much is my truck resale worth if the new owner has to pay 200$ a year for his radio to work 

  Business Response

  Date: 05/27/2023

  We have reviewed the follow up comment by the customer and have advised the guest to work with our Toyota *********************** for further review. 

• Initial Complaint

  Date:04/26/2023

  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.

  I took my 2019 RAV4 in for the replacement/repair of a part (DCM module) which was recommended by a Toyota Field Specialist to address intermittent issues with the audio system. I dropped the car off on March 28th and picked it up on March 29th. During the repair process, I was forced to repurchase my connected service subscriptions (Safety and Remote Connect). I was partially refunded for my previously paid plans, but am still owed more (as confirmed by a Toyota representative). The dealer told me the car was ready, but Remote Connect would need up to 24 hours to activate. After 48 hours, I called and the representatives could not provide much help besides sending another activation authorization. A full 24 hours after that, it still wasnt working. I called again, and was connected with Brand Engagement a day after that to try more troubleshooting and pass the case to a telematics specialist who I was told would contact me by end of day Tuesday April 4th. I finally contacted her around the April 6th or 7th and she had no updates. I called again yesterday but both my case manager (*****) and the telematics specialist (******) on the case were unavailable, but the representative said they would have one of them call me back yesterday or today. If not, they said a callback was scheduled for today, Friday the 14th. I have not heard a word from them today. I do not think they are working on my case and Im tired of being left in the dark. I want to speak to someone else from Toyota who can give better updates. A Toyota Field Specialist recommended this repair and now Toyota is ignoring the mess it made. I have tried calling multiple times for an update, but the case manager and telematics specialist are always unavailable and they never call back despite being scheduled to do so. The Brand Engagement case number I have been given is: ************

  Business Response

  Date: 04/29/2023

  Good Afternoon, 

   

  May we ask if the guest is still experiencing issues?

  Customer Answer

  Date: 04/29/2023

  I am rejecting this response because:   I still have heard no updates on the issue in 3 weeks. Every time I have called in that time, I have been unable to get in touch with my case manager or telematics specialist. Im confident they ignore the calls because they have no updates to give. But the representative I do speak with says they will pass a message along to them and/or they mention that the case manager or specialist have a call back scheduled with me the next day. Which is either a lie or they dont call back despite it being scheduled. I either want the issue resolved or I want to discuss other options. 

  Customer Answer

  Date: 05/12/2023

  I still have yet to receive any communication or update from Toyota.

  Customer Answer

  Date: 05/15/2023

  I still have had no contact from Toyota. However, I am noticing the audio issue I was having which prompted the repair that caused issues with Remote Connect, is still happening as well. 

  Customer Answer

  Date: 05/18/2023

  I called the *********************** for an update on my case today. I was told that my case was closed sometime ago as a service manager was going to be communicating next steps with me. So clearly a ball was dropped as no one from Toyota has communicated any updates with me. 

  Business Response

  Date: 05/23/2023

  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 a case open with the ********************** *********************** Case# ************. Contact will be made by the guest today 05/23 by the end of business day to further review their concerns. 

   

  Customer Answer

  Date: 05/23/2023

  I am rejecting this response because:   The previous case was closed by the telematics specialist ****** on April 24/25th after she communicated with a service advisor at ****** Toyota outside of ***********, passing the next steps along to her. However, 1) I moved to ******* and 2) this was not communicated to me and the service advisor never reached out. So nearly a month of time was wasted because Toyota 1) prematurely closed a case without confirming contact or resolution was made and 2) failed to follow-up with me despite me calling them several times for updates. 

  Customer Answer

  Date: 05/23/2023

  I spoke with an ****/**** at the brand engagement center yesterday. He decided that given the extent and duration of the issues I am having, a new case manager would be assigned and will reach out to me today after carefully reading the case notes of the current and previously closed case. I received a call from that case manager today who proceeded to ask questions that immediately revealed she had not read the case notes or even understood the issues I am having at all before calling. 

  Customer Answer

  Date: 08/14/2023

  2 out of 3 issues (intermittent audio function and safety connect call audio only working on the right side of the car) are still not resolved. 

• Initial Complaint

  Date:04/26/2023

  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.

  I purchased a Toyota RAV4 in October 2022 from ********** Toyota in **********, **. At the time of purchase I was given only one key FOB for the vehicle but was led to believe another would come in ****** Now that we are well into April, I contacted the dealership to inquire about my second key FOB and they directed me to Toyota Corporate. Upon contacting Toyota Corporate, they told me they are sending out notices for new FOBS (not new FOBS themselves, mind you) but that our ETA is likely late-summer. This is unacceptable for so many reasons. I purchased a product from Toyota and that purchase includes access to the product. Here we are 6+ months after the purchase and I'm still without full access to my product. I have only one of the two key FOBS that comes with my purchase. And the timeline for arrival keeps getting pushed back. The current ETA is almost a full year after I purchased this car. If I had known that buying a car from Toyota meant I would have to endure a year with only a single key FOB, I would have reconsidered my decision. Worse yet, Toyota confirmed that new cars being sold today are being sent off the lot with two key FOBS. Yet here I am with only one? What I seeking from Toyota? A SECOND KEY FOB WHICH I HAVE BEEN PAYING FOR SINCE I BOUGHT THE VEHICLE!!!

  Business Response

  Date: 04/29/2023

  Good Afternoon, 
  
  
  
  We are sorry to hear of the disappointment with the second key fob. Please know that Toyota is working diligently with our suppliers to get the second key fobs out to our guests. The current timeframe we are looking at is **** or July. This could change based on our suppliers, but we are doing everything in our power to get these keys to our guests as soon as possible.

• Initial Complaint

  Date:04/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Toyota is aware of a known brake issue with the brake pump and actuator (see letter screenshots) and has deliberately made driving their vehicles unsafe. Going 70 mph on a highway and then receiving a brake warning (see screenshot of our warning) is beyond irresponsible.

  Business Response

  Date: 04/29/2023

  Good Afternoon,

   

  Unfortunately we do not see any screenshots attached to this case. The guest has however been advised by our *********************** that their Toyota vehicle initially came with the Basic 3/36k new vehicle limited manufacture warranty. their vehicle was then a part of the *** that had a primary expiration date for a special customer support program of 12/31/20 and secondary expiration date 01/19/2020 or ******* miles. We do apologize that they are currently experiencing this condition outside of the parameters. At this time, we do not see any further extension of this program in regards to the Brake actuator. The vehicle would need to be experiencing the condition within the parameters and diagnosed by a Toyota dealer in order for coverage to apply. At this time the owner would be responsible for the expenses. 

• Initial Complaint

  Date:04/24/2023

  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 2016 Toyota Camry XLE from ********** Toyota in ********* **. Currently it has ******* mileages. I have been hearing a popping sound coming from the sunroof, when I go down inclines and or over bumps, for some time now. So, I decide to inform the dealership about my concern. I went to ********** Toyota in ********* **, on 4/18/2023 with my concern of popping sounds coming from the sunroof. I had to pay $68.25 for them to diagnose and tell me what they already had knowledge of. After driving the vehicle and hearing the popping sound coming from the sunroof, (as I told them prior to the diagnose) they confirmed that the noise was coming from the sunroof. I was told by the service person that the issue of the sunroof is on the "bulletin". Therefore, Toyota was aware of the popping sound but had not informed customers of the defect. My concern is that Toyota withheld defected information about the sunroof from customers. After my visit with the dealership, I called Toyota manufacturer and was told that my vehicle is out of the extended warranty period. It cost $1375.00 to get my sunroof repaired. I feel that I should not have to foot this bill entirely, because Toyota knew about the defect, but failed to inform customers. I am sure that I am not the only customer who has experienced this sunroof issue. This is not ethically right for Toyota to withhold defective information from customers. Now they stated that they can not help me and I am responsible for coming out of pocket to repair a defect that Toyota knew about. That is BAD BUSINESS!! Is there anything that you can suggest about getting the dealership to assist with repairs.

  Business Response

  Date: 04/29/2023

  Good Afternoon,

   

  We are sorry to hear about the guests concerns with their moonroof. Currently the vehicle is a 2016 Camry and has over ******* miles on it. The guest was advised that the warranty on the vehicle is 3 years, or ****** miles whichever comes first. There is no extended warranty or recall for this concern so unfortunately Toyota will be unable to provide any assistance. We recommend the guest work with their dealer on having the repair completed.