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:04/20/2023

  Type:Delivery 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 forerunner from ***** Toyota in ****** ************* in Jan 2023, and was told that the second key would be mailed to me directly from Toyota. When I asked how long it would take, I was told that it might be a few weeks. I called to request the key in the end of February and was told by the corporate office that the key would not be available until ****** I called April 17th to inquire about the spare key and was told I would get a letter at the end of the summer to let me know when the key would be available. If I lose my one key, they have no reasonable plan to provide assistance- basically they will tow your car to a Toyota dealer where you will be stranded (however far from home) until they can procure a key- no indication of how many days this will take and all at the owners expense. The practice of continuing to sell new cars, knowing that they cannot provide the security of a second key for nine months to a year or longer, is an unacceptable business practice. They did not provide me with accurate information upon purchasing the new vehicle, and then lied to me about having the key in ****** Their method of operation is reckless and based in deceit, with no concern for the potentiality dangerous situation they are putting their customers in. In my opinion, the remedy for the situation, is to force Toyota to provide keys to their customers that have been waiting and waiting, prior to selling any other new vehicles. Delivery of my key is the desired resolution.

  Business Response

  Date: 04/21/2023

  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: 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.

  Customer Answer

  Date: 04/30/2023

  I am rejecting this response because:   Toyota has not addressed the safety issue they have caused by not providing the second key that was purchased with the vehicle. We are not able to use the vehicle in the capacity it was purchased due to fear of putting ourselves in an unsafe situation if we should lose the only key. I have a medical condition that would cause significant hardship if I should become stranded. Toyota has not provided a reasonable response as to how they will remedy this situation if the key is lost- especially if it should occur in an area where amenities are not readily available such as the mountains. Toyota has not provided a plan to stop this reckless practice of selling cars with no control or reliable information on the availability of a second key. Toyota needs to provide a second key immediately or reimburse the cost of my obtaining a key through a third party. 

  Business Response

  Date: 05/05/2023

  Good Afternoon, 

   

  We understand where the guest is coming from, and we do want them to know we are working with our vendors to get the second key to our guests as quickly as possible. Should something happen to the key they have they will have the option to reach out to their local dealer to see if they can purchase a replacement key, and they can submit their receipt to our brand engagement center for possible reimbursement. The guest will receive a letter via first class mail when the second key becomes available. We have documented their concerns.

   

  Thank you.

  Customer Answer

  Date: 05/06/2023

  I am rejecting this response because:   Toyotas response does not address the safety issue that they have created. Toyotas response has not offered a reasonable solution or a timeframe in which a solution will be implemented. The situation that they have put their customers in is not acceptable, and they need to take responsibility and rectify the problem immediately. 

• Initial Complaint

  Date:04/19/2023

  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 have been paying for the Lexus remote control for years. Lexus auto billed my card annually. Unfortunately this service is no longer offered and yet they are charging me. I did not know about this until recently, I started going to work in person (I have been working from home for more than 2 years). When I needed to start my car remotely, the option is no longer available on my phone. I have to go home early from work to go to Kendall only to find out that they no longer provide the remote services on my car. I received no letter advising me and had I known, I would have cancelled the services right away. I contacted Lexus for reimbursement, they charge me one month but reimbursed the remaining months. I told them this is not fair since the services is no longer available and yet they charged me so they must reimburse me 100% of it. They refused. So I called Kendall, spoke to ***** and *******, they cant do anything about it. When I call Lexus, they asked me to call Kendall. I know this is just a small amount but this is about principle. Why would they keep charging a customer on the services they no longer offer? I will not ask for the year prior (2022) reimbursement, I need this year 100% refunded. Thank you in advance for looking into this.

  Business Response

  Date: 04/10/2023

  Please see attachment. 

  Thank you. 

  Business Response

  Date: 04/28/2023

  April 28, 2023
  
  BBB Case # ********
  *****************************
  
  This is in response to the complaint filed against Toyota Motor ****************** (****) and Lexus ********* Services (LFS) by ********************************* regarding a request for a refund related to Lexus Enform.
  
  It is important to know that Lexus ********* Services (LFS) is a separate business entity from Leuxs Enform.  While we recognize our Customers concerns,we have determined we are not the proper entity to address this matter and we encourage ******************** to contact Lexus Enform directly for support and assistance.  Questions/concerns can be addressed by visiting the Lexus Enform website at:  *********************************************************************************************** or by contacting Lexus ******************** at ******************************* or **************.
  
  LFS strives for excellence in Customer satisfaction.   If ******************** should have any further questions or concerns regarding her LFS account, she may contact our *********************** directly at **************, Monday through Friday.
  
  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.
  
  Toyota ********* Services is a service **** of Toyota Motor ****************** (****).Retail installment accounts may be owned by **** or its securitization affiliates and lease accounts may be owned by Toyota Lease Trust (TLT) or its securitization affiliates. **** is the servicer for accounts owned by ****,TLT, and their securitization affiliates.
  

  Customer Answer

  Date: 04/29/2023

  Hello,

  I would like to forward my complaint to Lexus Enform, this is where I thought my complaint was forwarded. I have contacted them via phone but only reimbursed me 11 months for this year. The services has not been offered for over a year. Instead of notifying me, they renewed my membership for another year. So I want 100% of the reimbursement. 
  

  Thank you in advance for your assistance. 
  

  Respectfully,

  ******

  Customer Answer

  Date: 04/29/2023

  I am rejecting this response because:   
  

  I need my complaint be forwarded to Lexus Enform. I have sent another message earlier in additional info tab. 
  

  Thank you,

  ******

  Business Response

  Date: 05/17/2023

  Good morning:
  
  The correct entity is Toyota Motor Sales ******, **** for Lexus Enform.
  
  Thank you,
   
  ********************************
  Resolution & *********************** Supervisor
  

  
  

  Business Response

  Date: 05/23/2023

  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: 05/26/2023

  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:04/18/2023

  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.

  am reaching out as a last resort!! I just got a brand new 2023 Toyota Highlander and I love the car but on 4/10/23 it was stolen. I know the car can be tracked so I immediately reached out to Toyota. The ordeal I went through was almost worse the having my car stolen!! And after calling over 10 times being transferred and put on hold more times then I can count I was on the phone with different representatives for over 11 hours total!! Twice I was hung up on and still I did not get anywhere!!! I nor the police have heard a word from anyone about this car!! Its been 5 days since it was stolen and the police told me that after 48 hours the chance of recovery goes down tremendously and 5 days later I am no closer!!! Please help me get the tracker on!!!! Soon I will lose my car forever and I will blame Toyota!! Please!!!!!

  Business Response

  Date: 04/28/2023

  Good Afternoon, 

   

  We are sorry to hear of your vehicle being stolen. In order to be able to track your vehicle in real time the connected services need to have already been set up on your vehicle, and you will need a law enforcement agent or an attorney to call safety connect at ************, so they may further assist you. We hope this information is helpful and wish you the best.

  Customer Answer

  Date: 04/28/2023

  I am rejecting this response because:   
  It is preposterous to force me to hire a attorney to receive help locating my vehicle!! In regards to the law enforcement calling, I was told on the phone multiple times that Toyota will reach out the the law enforcement however every time I tried to give them the police report number they told me that someone would reach out to ask me for it and that has yet to happen This response shows how useless this safety feature actually is. The fact that they advertise it is misleading as it is entirely useless.

• Initial Complaint

  Date:04/13/2023

  Type:Sales and Advertising 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 this specific vehicle at the end of December 2021, through an estate sale, the previous owners passed. We were not aware that there was a recall on C1391 part, nor we received after the ownership transfer any information from Toyota Motors. Apparently this specific recall ended in Dec 2022. Our daughter is driving this vehicle which now is completely unsafe and unreliable for a kid to drive this vehicle, and the cost to replace this faulty part, which obviously Toyota motors is aware of and had many complaints from dealers and customer is over $4,000. We called the Customer support program, ********************** *********************** Case ************ - to state we were never informed of this issue, that theyre aware this was on ongoing issue on their faulty vehicles, however they refuse to acknowledge is their responsibility or problem in any way. This is a 10 years old vehicle that only has ******, it was serviced and maintained properly, for a non faulty vehicle - this shouldve never happened. **************** was simply a waste of our time

  Business Response

  Date: 04/13/2023

  April 13, 2023
  BBB Case# ********
  *******************************
  
  This is in response to the complaint filed against Toyota ********* Services (TFS)by ******************************* regarding a recall repair.   

  Toyota ********* Services is not the lender for the vehicle mentioned in the complaint. Warranty repairs can be obtained at a Toyota dealership. We encourage ******************************* to reach out to the dealership to determine if there will be any charge for the recall correction.

  We apologize for any inconvenience. If Catalin has any additional questions or concerns regarding the status of their repair, they may contact a Toyota dealership directly.
  
  We are including Personally Identifiable Information (***) as necessary to respond to the complaint as submitted by the consumer. We do not control how or whether the BBB safeguards our response or the *** contained in our response after submission Toyota ********* Services is a service **** of Toyota Motor ****************** (****). Retail installment accounts may be owned by **** or its securitization affiliates and lease accounts may be owned by Toyota Lease Trust (TLT) or its securitization affiliates. **** is the servicer for accounts owned by ****, TLT, and their securitization affiliates.Lexus ********* Services is a service **** of Toyota Motor ****************** (****). Retail installment accounts may be owned by **** or its securitization affiliates and lease accounts may be owned by Toyota Lease Trust (TLT) or its securitization affiliates. **** is the servicer for accounts owned by ****, TLT, and their securitization affiliates.

  Customer Answer

  Date: 04/13/2023

  This complaint is against - Toyota Motor Sales, ******, **** P.O. Box ******. *****, ** 75025-9001, not Toyota credit, these vehicle has never been finance with Toyota credit. 

  Business Response

  Date: 04/18/2023

  Good Morning,

   

  Thank you for writing in regarding your concern with the brake booster on your vehicle. We do show the program for this did expire in December of 2022. We understand you purchased this vehicle from an estate sale, but the notices look to have been sent to the previous owner. Because of the programs expiration date we are unable to assist with repairs to this vehicle. We also show the vehicle has not been to the dealer since it was purchased in 2021, had it been to a dealer they could have let you know their were programs for this vehicle. While we understand this is not the answer you were hoping to get, please be advised this is the final position of Toyota.

  Customer Answer

  Date: 04/18/2023

  I am rejecting this response because:

   

  Good Morning,
  
  Thank you for writing in regarding your concern with the brake booster on your vehicle. We do show the program for this did expire in December of 2022. We understand you purchased this vehicle from an estate sale, but the notices look to have been sent to the previous owner. Because of the programs expiration date we are unable to assist with repairs to this vehicle. We also show the vehicle has not been to the dealer since it was purchased in 2021, had it been to a dealer they could have let you know their were programs for this vehicle. While we understand this is not the answer you were hoping to get, please be advised this is the final position of Toyota.

   

  first of all, spell check matters especially when youre trying to look professional.

  Second of all, the vehicle has been properly serviced at ******************* in ********, **.

  As you were aware the vehicle changed ownership based off the sales and new owners registration, in good faith knowing this specific year and model had SO MANY RECALLS ON THE SAME ISSUE, it wouldve been decent for you to inform the new owners of any manufacturer recalls on the vehicle you put on the market, just as you just sent us a recall for the paint. 
  

  We were not aware of any issues - and because its hard to trust dealerships who are injecting their prices - we always use for all maintenance - ******************* in ********, ** who had all our records for this vehicle maintenance. 
  

  Its wrong for you to not properly inform the car owners on all the issues their vehicles have (on purpose) in order to avoid the responsibilities! 
  

  If you wouldve been transparent and informed us in December on 2021 when this vehicle was purchased that there was a recall and we need to mandatory take the vehicle to a Toyota dealership we wouldve done so. 
  

   

  Business Response

  Date: 04/28/2023

  Good Afternoon,

   

  In looking further into your concern, we found that the notices for this program were sent to the previous owner prior to you purchasing the vehicle. Since they were sent a copy already, no other copies would be sent out. We understand your frustrations, but as stated previously, due to the expiration of the program we will not be able to provide any assistance. Your concerns have been documented at our headquarters, and this will stand as our final position. 

• Initial Complaint

  Date:04/13/2023

  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.

  Toyota 2023 Camry XSE 6cly Mileage **** I purchased this car in 11/2022 and was promised a second key in two or three weeks. I have been four months waiting for the second key. I'm having intermittent issues with my only key. The key has a new battery, so there must something else wrong with the key. I requested Toyota to expedite a second key, under an emergency status, due to a possible key failure. They have refused to expedite shipment of a second key which was purchased with the car.I have discussed this with my local dealer several times and with Toyota's corporate with no resolution. I am told Toyota will ship the second key from 3-6 months from the purchase date. My car will be disabled if my only key fails and I can't wait months for shipment. My local dealer is Toyota of ******* **,

  Business Response

  Date: 04/18/2023

  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 ********************** Brand Engagement and discussed the concern with an advocate on case #************. The customer was advised due to parts supply situation, we are estimating to start providing the second key starting late summer 2023. Additionally, a special service campaign letter will be issued, and guest will be notified via mail once the key becomes available for pickup at their local Toyota dealer. We appreciate their patience during this time, and apologize for the inconvenience this may have caused them.

  Customer Answer

  Date: 04/18/2023

  I am rejecting this response because: My existing key doesn't work consistently.    I was told by the local dealer I would receive a second key in 2-3 weeks from the purchase date of 11/22.

  4 months later, I don't have a second key.  My local dealer just told me that it would be available from 3-6 months from the date of purchase (6 months would be May ****) and now you are telling me it will be late summer.  There are keys available for your new cars, therefore shortage of keys is not a good excuse.
  

  If my intermittent key fails I will not be able to use my car.  This is a critical issue and needs to be expedited immediately!
  

  Customer Answer

  Date: 04/18/2023

  Correct my response "(6 months would be May ****)" to "(6 months would be May 2023)"

  Business Response

  Date: 04/21/2023

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

  As discussed the guest was provided follow up regarding the concern and our position has been provided to the guest. While we understand the dissatisfaction with this decision, it represents Toyota's final position on this matter.

• Initial Complaint

  Date:04/11/2023

  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 2016 Lexus RX on May 26 or 28th, 2016 from Rallye Lexus in *********, **. Since then I have only had this vehicle serviced by authorized Lexus dealerships. I have cared for this vehicle and followed the Lexus service guidelines as best as possible. In September 2021 my vehicle experienced severe water damage after Hurricane *** hit Queens, ** and was subsequently repaired (April 2022)by Rallye Lexus through an insurance claim and the balance paid by me. The battery was changed, 3 tires replaced, the interior carpet replaced as well as other repairs which I was told caused the water to enter through the moonroof? Since last April Ive had to spend much time away from home, caring for my 94 year old mother, following the untimely passing of my father in February 2022. About 3 months ago I attempted to start my vehicle, after not starting it for some time and again found the battery to be dead. I called AAA to jump start the vehicle and also Rallye to let them know the issue and to schedule service. Unfortunately I had to cancel the appointment due to my own health and only now, Friday April 7, 2023, was Rallye able to come and pick up the vehicle to replace the battery and perform an oil change as well as perform a ****** mile maintenance. I was just informed by the dealership that once again, the front and back carpeting is soaking wet and needs replacing. This is the same thing that happened 18 months ago and the explanation was that the moonroof track got clogged and when it rains, water enters. This is completely ridiculous in my opinion and unacceptable as an explanation. This seems to be a manufacturing flaw or repair/service issue and the burden of this repair ($3,200+)should be borne by Lexus, *** and/or Rallye Lexus; NOT ME. This vehicle has been nothing but a headache and I need this to be resolved asap so that I can purchase a new vehicle. Thank you in advance.

  Business Response

  Date: 04/12/2023

  April 12, 2023
  
  BBB Case # ********
  *******************
  
  This is in response to the complaint filed against Toyota Motor ****************** (****) and Toyota ********* Services (TFS) by ******************* regarding their request assistance with damage to their vehicle.
  
  TFS would like to properly address their request and we appreciate your patience while we have reviewed your account. We have confirmed that you have a prepaid maintenance agreement with TFS.
  
  While we understand ************** frustration relating to the vehicle concerns raised, it is important to understand that the relationship between TFS and Rallye Lexus is that of a financing source, similar to a credit union or a bank, and the dealership is an independent business entity over which TFS has no control. TFS is not involved in the negotiation process between customers and the dealership and relies solely on the terms and conditions that appear in the written contract received.   Additionally,because we are not involved in the negotiation process with the customer directly, we do not have first-hand knowledge of what occurred at the dealership or what was said by the dealer as it relates to their any previously completed repairs.
  
  To facilitate their request we urge ************ to contact Rallye Lexus. They can file a claim for repairs relating to their prepaid maintenance agreement or any other repairs that might be covered by the vehicles manufacturers warranty. While this is not a guarantee of coverage it is the best way to discern if any coverage can assist with the repairs described by ************* 
  
  We realize this is not the reply that ******************* hoped to receive but hope through explanation to have provided an acceptable response. Should our Customer have any further questions we ask them to please contact us at ************.
  
  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.

  Customer Answer

  Date: 04/12/2023

  I am rejecting this response because: I have already been in contact with the dealership, I do not have a prepaid maintenance agreement, as stated; and furthermore I am seeking the assistance of corporate management at Lexus to resolve this situation because this vehicle is either a lemon or should have been recalled. I am being asked to spend over $3600 for something that is clearly the fault of Lexus/Toyota/Rallye Lexus; not mine.

  Business Response

  Date: 04/25/2023

  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. Please note ******************* has submitted a duplicate complaint.
  
  Case # ********
  
  Thank you,
  Toyota ********* Services

  Business Response

  Date: 04/29/2023

  Good Afternoon BBB,

   

  This vehicle looks to have had major damage due to a natural disaster. If the guest is experiencing concerns after repairs were completed we would need this complaint forwarded to Rallye Lexus for further response as this would not be a manufactures defect.

  Customer Answer

  Date: 04/29/2023

  I am rejecting this response because: the repairs performed after the natural disaster being referenced, were made around October 2021 and since then the vehicle was driven less than 100 miles! *** same problem occurring is one of two things; either a manufacturers defect or faulty service; nothing else. I have maintained this vehicle diligently and now after 40 years of loyalty to Toyota/Lexus, they are failing to live up to their responsibilities to ensure their vehicles are safe. I have been in constant contact with the dealership and they are also shunning their responsibility by claiming their repair work is out of the warranty period; despite the vehicle being driven minimally! Toyota/Lexus should be ashamed of themselves for not even sending a corporate representative to view the vehicle and the repair work completed by one of their dealers!

  Business Response

  Date: 05/05/2023

  Good Afternoon BBB,
  
  This vehicle looks to have had major damage due to a natural disaster. If the guest is experiencing concerns after repairs were completed we would need this complaint forwarded to Rallye Lexus for further response as this would not be a manufactures defect.

  Customer Answer

  Date: 05/05/2023

  I am rejecting this response because the response provided is the exact response previously submitted by them and as I have also previously stated, I have been in contact with the dealer and they are refusing to correct the problem they allegedly fixed in October 2021. I am seeking assistance from Toyota/Lexus in requesting the dealership take ownership of their substandard service and correct the problem at their own expense. Not mine!

• Initial Complaint

  Date:04/11/2023

  Type:Delivery 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 new Toyota Rav4 in December 2023 from ********* Toyota and was only provided 1 key fob. I was told I would receive another one from Toyota headquarters shortly n the mail. After not receiving in February 2023 I called Toyota headquarters and they told me it would be sent in early April.2023. I did not receive yet so I called and emailed today ( please see attached pdf) stating i would POSSIBLY receive in late summer. This is not acceptable since the dealer has them in stock but can not give me without charging me $500 because they need Totoya to send them a letter releasing it and paying for the fob or else they are out the price of it. I do not blame the dealer because they did what they were supposed to do but Toyota headquarters is delaying this fob being sent to me. I need to travel and I would not travel a long distance with only one key fob. Since it is readily available at the dealer Toyota needs to contact the dealer to provide me MY key fob ASAP. It was included in the price I paid for my car and I should not have to wait a year for it.

  Business Response

  Date: 04/17/2023

  Good Afternoon,

   

  Thank you for reaching out regarding a second Key fob for your 2022 RAV4. As you were advised previously we currently have a chip shortage which is causing a delay in the second Key fob for some vehicles. While we understand this is an inconvenience please be assured we are doing everything we can to get our guests the second key fob. Currently we are looking at the end of summer 2023, and we will provide a letter via first class mail once it arrives at the dealer. We truly apologize for this inconvenience and appreciate you being part of the Toyota family.

  Customer Answer

  Date: 04/17/2023

  I am rejecting this response because:   I called ********* Toyota and they said they have the key fobs and can sell to me today. Why is Toyota not utilizing the key fobs the dealer has for sale and give them to their customers who already paid for them in the purchase price of the vehicle.  They are causing unnecessary and unjustified delays if the fob is readily available for purchase to anyone. This is a terrible and unfair business practice and I should not have to wait until POSSIBLY late summer for a fob.  Rest assured I will never buy another Toyota and this is my 4th one but they have soured me on their product and customer service. i have received the same ridiculous lie when calling them and contacting the BBB.  They get an F rating from me for customer service .  I also have no confidence that it will be received in the summer since they are not committing to that response. please take my complaint further.

  Business Response

  Date: 04/28/2023

  Good Afternoon, 

  While we understand your frustration we have already advised you of our position. We will document your concerns at our corporate headquarters.

  Customer Answer

  Date: 04/30/2023

  I am rejecting this response because they have nothing to get this resolved  even though key fabs are available for purchase at the  dealership.  This is easily rectified if Toyota did the right thing and gave me the key fab that was paid for at purchase and promised at the sale  .  Terrible customer service by Toyota and they now have long a long time customer . i will never purchase a car from them again since they are saving money on by not giving a second fab as promised.  Such a large company should have handled this properly and  quickly. 

• Initial Complaint

  Date:04/10/2023

  Type:Billing 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’m writing this complaint after finding out Toyota has denied covering a mechanical issue that should have been fixed the first time. Here is what happened:
  
  Three years ago (2020) after finding a leak, I took my Toyota Tacoma to AutoNation Toyota in Tempe. They said it was the “timing chain cover” which will cost just over $4,000 to fix. Luckily at the time, they said it was covered by my warranty as I bought this truck brand new in 2017. Recently (2023), I saw a leak again. I took my truck to Earhardt Toyota to get it looked at. Turns out it is the “timing chain cover” again which will once again cost just over $4,000 to fix. They told me, unfortunately I’m out of warranty- just over 2,000 miles and I will have to pay to have it fixed.
  
  I want this fully covered by Toyota, because the first issue was under warranty- and never got fixed correctly - especially if only after 3 years it’s starting to leak again with the same problem, the timing chain cover.
  
  After waiting on calls back from “Corporate” and being without my truck for WEEKS, I hear back from “corporate”. They decided they won’t cover or do ANYTHING.
  
  This is ridiculous that they expect a customer to pay for the same problem they supposedly “fixed” just after three years. A problem that costs close to $5,000 to fix! I mean what would have happened the first time if it hadn’t been under warranty? They expect a customer to pay close to $5,000 every three years for this part? I would have to pay close to $10,000 now! Doesn’t this hurt their reputation? I thought “Toyotas were built to last” longer than other types of cars. I thought I would at least get a 200,000 miles out of my Toyota before I would have to put money into fixing mechanical issues, especially since I do oil changes regularly and maintain my truck.
  
  This is such a disappointment. I want the timing chain cover repaired- correctly this time- without any cost to me, since this was obviously not fixed the first time it was done.

  Business Response

  Date: 04/18/2023

  We have reviewed the
  complaint filed by the guest through our Brand Engagement Center, and regret to
  hear of the concerns reported by the customer. 

  The guest previously contacted the Toyota Brand Engagement Center and discussed the concern directly with an advocate who reviewed the issue with the dealership. The guest was advised based on findings and warranty parameters the concern was not a warrantable concern. Therefore the guest was advised once the vehicle is outside of  3 year or 36,000 mile basic warranty or 5 year or 60,000 mile powertrain warranty, the cost of repairs becomes
  the owner’s responsibility.

  In reviewing the case,
  we find that Toyota has met its obligations in regard to all expressly written
  warranties, and have provided a position to the guest on case #************ .

  Business Response

  Date: 04/29/2023

  Good Afternoon, 

   

  We understand the guests concerns and frustrations, but as we stated previously the guest previously contacted the Toyota Brand Engagement Center and discussed the concern directly with an advocate who reviewed the issue with the dealership. The guest was advised based on findings and warranty parameters the concern was not a warrantable concern. Therefore the guest was advised once the vehicle is outside of  3 year or 36,000 mile basic warranty or 5 year or 60,000 mile powertrain warranty, the cost of repairs becomes the owner’s responsibility.
  In reviewing the case, we find that Toyota has met its obligations in regard to all expressly written warranties, and have provided a position to the guest on case #************ .

  Customer Answer

  Date: 05/03/2023

  I am rejecting this response because:   
  When the part was replaced under warranty, it was not installed correctly. This part should still be fixed/replaced and covered by Toyota because of this. When I spoke with a Toyota mechanic, he confirmed this part, with what he has seen with all Toyota Tacomas around year 2017, may have to be replaced every three years. Again, this part and labor costs almost $5,000 to be replaced, which is too much to ask for your consumer to pay. I’m very disappointed in Toyota and never expected them to not take care of their customers. I bought this truck in 2017 thinking it was a great buy that would last me for many years without a great expense- I thought it’s a “Toyota” so it would be a great product, so disappointed.

   Because of Toyotas lack of care/responsibility, I have recently sold my truck and bought a GMC truck. My wife is due for a new car soon- we were thinking a Toyota before- we will not be getting a Toyota. I will never buy a Toyota again, and I will encourage others to do the same by telling my story (I already have encourage a few to go another direction).

  
  Toyota is such a disappointment, and I think this part - after speaking to the Toyota mechanic, should be a recall. 

• Initial Complaint

  Date:04/05/2023

  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.

  We purchased our Rav 4 on October 31, 2022. When we were ready to take the vehicle they told us they only had 1 key fob. We were shocked. We have always gotten 2. They told us Toyota would contact us in 2-3 months to get us the second one. Then I contacted Toyota they said April 2023. I contacted them again now possibly Summer of 2023. This is so frustrating when we have multiple drivers.

  Business Response

  Date: 04/08/2023

  We have reviewed the
  complaint filed by the guest through our Brand Engagement Center, and regret to
  hear of the concerns reported by the customer.  

  We continue to work diligently to minimize the impact
  to our customers. Depending on the parts supply situation, we are
  currently aiming to begin providing affected customers with their second
  Smart Key beginning Late summer of 2023.
  

  Business Response

  Date: 04/21/2023

  We have reviewed the follow up complaint from the customer. The customer was advised this concern prior to the purchase of their vehicle.  As previously advised we have reviewed the complaint filed by the guest through our Brand Engagement Center, and regret to hear of the concerns reported by the customer.  

  We continue to work diligently to minimize the impact to our customers. Depending on the parts supply situation, we are currently aiming to begin providing affected customers with their second Smart Key beginning Late summer of 2023.

  Customer Answer

  Date: 04/22/2023

  I am rejecting this response because:   This is untrue ! I was not aware of the key fob shortage until we had already signed all the paperwork and we were ready to leave the dealership. This was unbelievable to me , this was the first we had heard about the shortage of key fobs. The dealership said it would take 2-3 months for Toyota and that was a lie. This has been so stressful and I can't believe that some 2023 vehicles are coming with 2. Other car companies also giving two. I was never told I would only get one and later the other before the purchase this was all after the fact. I probably wouldn't have bought the car.

• Initial Complaint

  Date:04/05/2023

  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.

  On August 9th, 2021, after seven years of inquiring about a Highlander with six dealerships, I bought a new 2021 Toyota Highlander XSE AWD for $49,263.54. It had just two miles on it, making it the newest, most expensive, and most exciting vehicle I've ever owned. This is the fifth consecutive Toyota I've owned and driven in 25 years and the seventh Toyota I've owned and driven in 34 years. Of those vehicles, I have explored more than 450,000 miles across the country, raised my children, and been in a few car accidents all while having complete trust in Toyota. So much so, that I've never considered another car brand; until now. Just four days of owning my new Highlander, the passenger interior door panel quite literally fell off and I noticed the passenger door would open roughly. I took it to my dealer, they fixed the interior pieces, (improperly formed weatherstrip) the loud latch however, was not replicated and still causes issues. Fast forward nine months to May 2022, we begin to hear an infrequent popping noise from the rear which wasn't enough to cause concern. We take the car on a roadtrip a month later to Florida, where it's much hotter and the sound became significantly more noticeable, but we figured it could wait until the next service appointment. In July, we noticed water on the headliner and the exterior far rear window. We made an appointment immediately. Upon inspection, they could not replicate the popping, but assured us the wet headliner was condensation from the A/C system. Over time, the popping became worse to the point where you could not only hear it, but feel it as well. In September, we took it again and it stayed overnight. I had to get a rental for the day, only to return to "We could not replicate the problem." The latest issue that compelled me to write this; my screen glitched and then went black for two minutes while listening to music. It feels like my 25 year long, loyal relationship with Toyota is undervalued.

  Business Response

  Date: 04/14/2023

  Good Afternoon,

   

  And thank you for allowing us to look into this guests concerns. In looking at the guests service history we do see a couple of occasions where they brought their vehicle in for warrantable concerns. We also see incidents where the dealer was unable to duplicate their concerns. The warranty on the guests vehicle is 3 years or 36,000 miles, whichever comes first. We cannot ask a dealer to make a repair if they cannot duplicate the concern. We ask that the guest either take a test drive with the dealer to show them the concerns they are having or have another Toyota dealer take a look as a second opinion. The guest is also welcome to contact our Brand Engagement Center at 800-331-4331 to have a case manager open a case and review their concerns.

  Business Response

  Date: 04/21/2023

  Good Afternoon,

   

  Thank you for responding to our previous response. As stated previously the technician at the dealer would need to confirm the issue in order to make any repairs. if the issue is intermittent we ask that the vehicle be taken straight to the dealer if the issue occurs again. We understand the situation is frustrating, but we cannot fix a concern that is not occurring while the dealer has the vehicle.

  Customer Answer

  Date: 04/21/2023

  I am rejecting this response because:   The issue is intermittent with each drive, not overall. We drove approximately 115 miles today and heard the noise no less than fifty times. It’s been to the dealer on three separate occasions and it does not make the noise. I thought it would be helpful to make the company aware of this issue, but instead I’m stuck with a car that makes this sound each time I drive it and nobody to believe me, even after showing video proof. I love this car, my family loves this car and we take the utmost care of it only to have an issue make us feel helpless after 25 years of customer loyalty.