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.

close

Find a Location

Toyota Motor North America, Inc. has 18 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Toyota Motor North America, Inc.

  PO Box 259001 Plano, TX 75025-9001

  
• 

  Toyota Motor Manufacturing N.A.

  25 Atlantic Ave Erlanger, KY 41018

• 

  Toyota Motor Manufacturing Kentucky, Inc.

  PO Box 2700 Georgetown, KY 40324

• 

  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:04/04/2023

  Type:Customer Service 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.

  Hi purchased a 2023 Toyota 4Runner from Toyota of ***** on 1/5/2023 and was told that Toyota would send me my second key for the vehicle because they were having supply issues. I have yet to be contacted or provided my second key from Toyota.

  Business Response

  Date: 04/08/2023

  We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer. We continue to work diligently to minimize the impact to our customers. We are currently aiming to begin providing affected customers with their second Smart Key beginning Late summer of 2023.

  Customer Answer

  Date: 04/08/2023

  I am rejecting this response because:   

  Customer Answer

  Date: 04/25/2023

  I purchased a car from Toyota on 1/5/2023 and was only provided one key and I paid for two.

  Business Response

  Date: 04/29/2023

  
  We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer. We continue to work diligently to minimize the impact to our customers. We are currently aiming to begin providing affected customers with their second Smart Key beginning Late summer of 2023.
  
  
  

  Customer Answer

  Date: 04/29/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/04/2023

  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 the night of 2/23 I found my 4Runner with a flat tire. Went to change and had 1 locking lug to get off and found that I have no key for it! Called Toyota roadside under my warranty and they said they were sending service. I ended calling about 6 times that night as services continued to not arrive. Ended up sleeping at the gas station I was parked at that night and started my shift the next morning out of that station. In the morning they told me to hire the tow company on site and tow to the dealership for service. I would have to pay out of pocket and submit **** for reimbursement. I paid the tow $520 and submitted this to the roadside service. Eventually I got a check for $250 I called and was told this is what was covered under warranty even though I was only told you will be reimbursed. Theres nothing partial about that sentence and it was confirmed 3 times. I began investigating the lock situation. Toyota Findlay, ******** ** let me know they did not put that lock on my lug. Toyota Findlay (formerly LHM) claimed the lock was not listed on the **** when I purchased the vehicle new. Who put these locks on my wheel and did not provide the key? Whoever did owes me the difference of $270.00. I will not take no for an answer after what I had to go through that cold winter night in a gas station parking lot and having to operate a semi off maybe an hour or 2 of sleep the following morning and have my vehicle towed for an otherwise simple fix. Furthermore, I cannot believe the lack of service I received for this paid warranty. All night and they did not dispatch 1 service and had services cancel without following up with me. I was the one who had to keep calling and was picking up on the lack of care detected in their tones. What is the purpose of a team of people that gets absolutely nothing done?I expect a reimbursement of a further $270.00. I should get more for the inconvenience, but this is only the money I had to spent that shouldnt have had to. Thanks

  Business Response

  Date: 04/13/2023

  Good Afternoon BBB,

   

  After reading the guests concerns, we respectfully ask this to be transferred to Toyota Roadside BBB account as they seem to have been the ones to reimburse the guest.

  Business Response

  Date: 04/20/2023

  Good Morning, 

   

  We are sorry to hear of the experience the guest had with roadside assistance. We respectfully ask they call our *********************** at ************ so that a brand advocate can further assist.

   

  Thank you.

• Initial Complaint

  Date:04/04/2023

  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.

  Safety Issue: at ~60K miles, last year, we noticed the low beams of our 2017 Toyota Highlander, VIN ***************** starting to get dimmer. We took it to Shepherd Toyota in Thomaston ME. After a diagnostic visit in which they ruled out bulb and wiring (the problem is on both sides) and eventually failing a state inspection (because of the lights) they said there were cloudy components in the low beams and the only solution was to replace both headlight assemblies. This required two $500 parts. Note that this vehicle has not done offroad or unusual driving and is often kept in a garage.
  This work was finally done last week (it required removing the bumper for ~$1400 total.) I got the old parts back from the dealer and asked them about sending them to Toyota to explain what happened and perhaps compensate me for this odd, early, unexplained failure. They said they could do nothing and suggested I contact the Toyota Brand Engagement center. I did and after sending the Engagement Center an explanation as above, I was told "We recommend having a Toyota Certified dealer address your vehicle headlight concerns to provide an appropriate diagnosis" (which of course, was what we had already done)!!. I called them, explained that I wanted to send the defective parts to someone at Toyota, perhaps in an engineering function to understand what happened and after 24 minutes on hold, I was told they could do nothing and to contact the dealer, perhaps get a "second opinion" at another dealer! The dealer says they have never seen this and has no idea and the parts people said that I should pursue sending the parts to Toyota Motor North America on my own. Also, we notice that the NEW, replacement assembly low beam lenses have some areas that look a bit cloudy which makes little sense since these are supposedly sealed units -attached photo of new unit

  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 Guest.  

  The guest has been provided a case by the Brand Engagement Center and a case manager has been assigned to further review the concern. The guest will be contacted by the case manager within 1 business day. We also encourage the Guest to
  contact us at 800-331-4331 so we may further evaluate the Guest’s concern.

  Case # 230324000753

  Business Response

  Date: 04/29/2023

  Good Morning,

   

  We are sorry to hear of the concerns the guest had with the vehicle. Currently the vehicle is almost 6 years old with over 77,000 miles on the vehicle. We understand the guest feels this could be a defect, but the vehicle is not new and outside of any warranty. We will not be able to accept any parts from the guest and encourage the guest to work with the dealer should he have any further concerns.

  Customer Answer

  Date: 05/02/2023

  a) The headlight dimming began earlier than 60K miles and less than 5 years after purchase, not "almost 6 years and over 77,00 miles".  Yes it was out of warranty, but trying to portray it as an old vehicle is heedless.

  
  b) Toyota's response would be expected if this had been, for example, the early failure of a shock absorber or some other component that experiences wear. However, this happened on both sides of the car in the same time frame, and on a component that the authorized service center has said is a completely sealed . This strongly suggests some kind of defect at the manufacturing stage. Toyota's lack of interest in exploring or speculating about the cause of the deterioration of an internal part of the headlights suggests that they may have been aware of this phenomenon and corrected it.  Does Toyota deny that this phenomenon has ever been reported or observed previously?

  
  c)  The one year warranty for the replacement parts is of small comfort given that we did not observe the original problem within one year. We will discuss this with my Toyota service center.

• Initial Complaint

  Date:04/04/2023

  Type:Sales and Advertising 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 purchased a new Toyota Camry on 2/18/23. I asked the dealership to give me the "loyalty rebate" as advertised on toyota.com (attached pictures of the rebate advertisement and terms of it). Dealership did not want to ***** me the rebate at the time of car purchase based on statements that I need some "certification number" from Toyota stating that I qualify for the rebate and that the rebate was only applicable to lease maturities. I argued for 40 minutes with the management at the dealership that per terms listed on toyota.com on that rebate, it does not state anywhere that the rebate is only for lease maturities, and it does not state anywhere that Toyota has to approve me first with some certification number. I had brought with me to dealership proof that I am owner of 2013 Camry Toyota which I originally purchased new and financed in the past through Toyota financial services (prof that I am "returning maturity" of Toyota Camry 2013). I purchased new Toyota Camry 2023 which qualifies for the rebate, I used Toyota financial services for the car loan, I am in ******** which qualifies for that rebate, so I met every requirement of the rebate as it was listed on toyota.com. The dealership did not even ask for prof of any of the above terms, they seemed just fixated on certification request and kept telling me it is for lease maturities only. I tried calling Toyota customer service to resolve the issue on the spot, but Toyota does not have customer service available on weekend (2/18/2023 was a Saturday) so I could not resolve the issue on that Saturday. I proceeded with the car purchase being sure Toyota will ***** me that loyalty rebate since I truly met every single requirement as listed by toyota.com terms. I called on Monday (2/20/2023) Toyota customer service to tell them what happened and ask them to give me the rebate and that is when all issues started with Toyota not wanting to resolve the issue at all, claiming it was up to dealership not Toyota.

  Business Response

  Date: 04/12/2023

  Good Afternoon BBB,

   

  We respectfully ask this complaint to be sent to the selling dealer of the vehicle, as we are the builder of the vehicle and do not get involved in sales.

  Customer Answer

  Date: 04/12/2023

  Sorry for running late with response. I am disabled, had last week pneumonia and endless doctor ************* physical therapy, swallow therapy, and my child is going through college acceptance process and financial aid package reviews, so I am very busy, and I guess missed the 7-day response deadline. I would appreciate it if the case can be reopened. Thank you in advance. 

  As response to the business. Their $2982 discount was offered by ********************************************* Toyota exclusively and had nothing to do with the Toyota Corporation offered "loyalty cash" of $500 that I was eligible for through Toyota corporation financial services, which was only supposed to be administered/processed through ********************* ****** Toyota during the car loan process. So ********************* pointing out to my generous discount that the dealership gave me has nothing to do with the $500 loyalty cash rebate that I was eligible for through Toyota financial services but was denied having that rebate applied to my loan processing at time of car purchase by the ********************* business. 

  ********************* points out (highlights) that it was meant for returning maturities as advertised by Toyota.com webpage, which I attached images of the same advertisement myself with my original complaint too, but again it only states "returning maturities" it does not state "returning LEASE maturities" it does not state "returning SALES maturities" either, but that actually started that argument and dispute between me and the sales people and management at the time of my car purchase, since Toyota website does not define what KIND of maturities are eligible for that loyalty cash, where I have every right to assume it applies to prior Toyota sales/car ownerships, while ********************* was implying it only applies to returning Toyota lease maturities. I obviously have previous old Camry 2013 which I purchased brand new from licensed Toyota dealership in year 2013, financed it back than with Toyota financial services (still own it) and per Toyota.com failing to specify if the "returning maturity" is related to previous care sales or car leases, I was asking for the loyalty cash rebate, and I am still asking for that loyalty cash rebate. That small print, that specification between lease or sale returning maturities should had been made by Toyota.com, so costumers like me or business like ********************* do not have to have such disputes now.

  ********************* did not show me any documents, paperwork, contract between Toyota corporation and ********************* that shows that they can only apply such loyalty cash to current leases as loyalty to current lease returning maturities, they just told me verbally I cannot have it since it is for lease maturities, and I need some Toyota certification number in order to even qualify for it. Not to repeat myself, obviously it was Saturday, when Toyota corporation does not offer customer service where I could had resolved the issue on the spot back then by a phone call. So here we are, where I am dealing with Toyota corporation acting ignorant of their misleading/fraud advertisement and/or a business like ********************* that is showing in their own submitted paperwork that I do not qualify for a program that is called "Toyota lease loyalty program" which they state is not applicable to me. Obviously their "Toyota lease loyalty program" is not applicable to me but I was not asking them for "Toyota lease loyalty program" but for Toyota.com advertised "loyalty cash" which does not mention anything on toyota.com that it is even named as "Toyota lease loyalty program" or that it is only for "lease returning maturities". So literally ********************* is attaching as response to my complaint from toyota.com website the "loyalty cash" image and terms, which mention "returning maturities" only, missing that LEASE word all together, but then in their own attached paperwork they show how the program name is "Toyota lease loyalty program" for which I obviously am not qualified, and it is not applicable to me, to my car purchase. I want the loyalty cash rebate of $500, which no where mentions in the small print and advertised text on toyota.com that it was only applicable to prior returning lease maturities. 

  So obviously they do not prove anything with their response but that they literally denied me "loyalty cash" due to the fact that they talk about some "Toyota lease loyalty program" which I did not ask for, nor bother with, but I asked for the "loyalty cash" which does not contain LASE loyalty rebate or LEASE returning maturity no where in the toyota.com offer text. So there is again either fraudulent advertising by toyota.com or there is fraudulent interpretation by ********************* which LOYALTY PROGRAM they ware addressing/using as excuse to deny me the processing of the loyalty cash rebate, I requested without that LEASE aspect to it at all. 

  I like to receive the Toyota.com advertised "loyalty cash" as quoted by toyota.com, not as the off books or off of official advertised Toyota.com website interpretation version that now the business ********************* is trying to use with some differently named "Toyota lease loyalty program" version of some rebate, which I never asked for. I did not ask for "Toyota lease loyalty program" but for just simple plain "loyalty cash" rebate as advertised as such on toyota.com. 

  Thank you for accepting my late response.

  ******* 

  Customer Answer

  Date: 04/12/2023

  I like to thank to Toyota corporation for their response but since the loyalty cash rebate is administered and offered through Toyota financial services, this specific Toyota corporation branch which I picked from BBB available Toyota business addresses is the right branch as it is listed as the corporate headquarters for Toyota financial services, hence I selected them as the party to file the complaint against. 

  The dealership is literally just the "middleman" responsible only to apply the loyalty cash to the loan processing, but the loyalty cash comes from Toyota financial services themselves, the loyalty cash has nothing to do with dealership, but they just are involved in processing of the paperwork. 

  Obviously, they refused to process the paperwork, so I did file complaint with BBB against the dealership as well. 

  Still, that does not mean that Toyota corporation and their financial service branch should ignore the issue, since the issue has been created due to the wording of the "loyalty cash" advertisement offer and the small print on toyota.com website, which leaves all parties with very confusing interpretation of such offer terms and open to multiple interpretations. This is in worst case literally formal complaint about fraud advertising by toyota.com even if I am proven by dealership or by Toyota corporation that I did not qualify for that loyalty cash somehow, since the small print of that advertisement did not mention nowhere that the loyalty cash is only applying to "Lease returning maturities" but it states in the advertisement that it applies to "returning maturities" which could be returning maturities of any kind (sales, leases, second hand ownerships of Toyota cars, etc). 

  I still like the Toyota, financial services branch, to address my complaint. Thank you. 

  ******* 

  Customer Answer

  Date: 04/14/2023

  I am rejecting this response because:   

  I like to thank to Toyota corporation for their response but since the loyalty cash rebate is administered and offered through Toyota financial services, this specific Toyota corporation branch which I picked from BBB available Toyota business addresses is the right branch as it is listed as the corporate headquarters for Toyota financial services, hence I selected them as the party to file the complaint against. 

  The dealership is literally just the "middleman" responsible only to apply the loyalty cash to the loan processing, but the loyalty cash comes from Toyota financial services themselves, the loyalty cash has nothing to do with dealership, but they just are involved in processing of the paperwork. 

  Obviously, they refused to process the paperwork, so I did file complaint with BBB against the dealership as well. 

  Still, that does not mean that Toyota corporation and their financial service branch should ignore the issue, since the issue has been created due to the wording of the "loyalty cash" advertisement offer and the small print on toyota.com website, which leaves all parties with very confusing interpretation of such offer terms and open to multiple interpretations. This is in worst case literally formal complaint about fraud advertising by toyota.com even if I am proven by dealership or by Toyota corporation that I did not qualify for that loyalty cash somehow, since the small print of that advertisement did not mention nowhere that the loyalty cash is only applying to "Lease returning maturities" but it states in the advertisement that it applies to "returning maturities" which could be returning maturities of any kind (sales, leases, second hand ownerships of Toyota cars, etc). 

  I still like the Toyota, financial services branch, to address my complaint. Thank you. 

  As response to the business. Their $2982 discount was offered by ********************************************* Toyota exclusively and had nothing to do with the Toyota Corporation offered "loyalty cash" of $500 that I was eligible for through Toyota corporation financial services, which was only supposed to be administered/processed through ********************* ****** Toyota during the car loan process. So ********************* pointing out to my generous discount that the dealership gave me has nothing to do with the $500 loyalty cash rebate that I was eligible for through Toyota financial services but was denied having that rebate applied to my loan processing at time of car purchase by the ********************* business. 

  ********************* points out (highlights) that it was meant for returning maturities as advertised by Toyota.com webpage, which I attached images of the same advertisement myself with my original complaint too, but again it only states "returning maturities" it does not state "returning LEASE maturities" it does not state "returning SALES maturities" either, but that actually started that argument and dispute between me and the sales people and management at the time of my car purchase, since Toyota website does not define what KIND of maturities are eligible for that loyalty cash, where I have every right to assume it applies to prior Toyota sales/car ownerships, while ********************* was implying it only applies to returning Toyota lease maturities. I obviously have previous old Camry 2013 which I purchased brand new from licensed Toyota dealership in year 2013, financed it back than with Toyota financial services (still own it) and per Toyota.com failing to specify if the "returning maturity" is related to previous care sales or car leases, I was asking for the loyalty cash rebate, and I am still asking for that loyalty cash rebate. That small print, that specification between lease or sale returning maturities should had been made by Toyota.com, so costumers like me or business like ********************* do not have to have such disputes now.

  ********************* did not show me any documents, paperwork, contract between Toyota corporation and ********************* that shows that they can only apply such loyalty cash to current leases as loyalty to current lease returning maturities, they just told me verbally I cannot have it since it is for lease maturities, and I need some Toyota certification number in order to even qualify for it. Not to repeat myself, obviously it was Saturday, when Toyota corporation does not offer customer service where I could had resolved the issue on the spot back then by a phone call. So here we are, where I am dealing with Toyota corporation acting ignorant of their misleading/fraud advertisement and/or a business like ********************* that is showing in their own submitted paperwork that I do not qualify for a program that is called "Toyota lease loyalty program" which they state is not applicable to me. Obviously their "Toyota lease loyalty program" is not applicable to me but I was not asking them for "Toyota lease loyalty program" but for Toyota.com advertised "loyalty cash" which does not mention anything on toyota.com that it is even named as "Toyota lease loyalty program" or that it is only for "lease returning maturities". So literally ********************* is attaching as response to my complaint from toyota.com website the "loyalty cash" image and terms, which mention "returning maturities" only, missing that LEASE word all together, but then in their own attached paperwork they show how the program name is "Toyota lease loyalty program" for which I obviously am not qualified, and it is not applicable to me, to my car purchase. I want the loyalty cash rebate of $500, which no where mentions in the small print and advertised text on toyota.com that it was only applicable to prior returning lease maturities. 

  So obviously they do not prove anything with their response but that they literally denied me "loyalty cash" due to the fact that they talk about some "Toyota lease loyalty program" which I did not ask for, nor bother with, but I asked for the "loyalty cash" which does not contain LASE loyalty rebate or LEASE returning maturity no where in the toyota.com offer text. So there is again either fraudulent advertising by toyota.com or there is fraudulent interpretation by ********************* which LOYALTY PROGRAM they ware addressing/using as excuse to deny me the processing of the loyalty cash rebate, I requested without that LEASE aspect to it at all. 

  I like to receive the Toyota.com advertised "loyalty cash" as quoted by toyota.com, not as the off books or off of official advertised Toyota.com website interpretation version that now the business ********************* is trying to use with some differently named "Toyota lease loyalty program" version of some rebate, which I never asked for. I did not ask for "Toyota lease loyalty program" but for just simple plain "loyalty cash" rebate as advertised as such on toyota.com. 

  Thank you for accepting my late response.

  *******

  Business Response

  Date: 04/17/2023

  Good Afternoon, 

   

  We respectfully request the guest reach out to the *********************** at ************. Please have them ask for *******, and also be ready to submit a copy of the sales contract and we can look further into their request for the loyalty reimbursement.

   

  Thank you.

  Customer Answer

  Date: 04/24/2023

  I have reviewed the business response and accept this resolution. 

  I will call tomorrow (4/25/23) the provided number *************) and ask to talk to *******. I have no problem providing Toyota financial services with a copy of the sales contract to prove that the new Toyota Camry was purchased on 2/18/2023, is financed through Toyota financial services and that I even have Toyota account that still shows both of my Toyota Camry's on their dashboard (the new 2023 Camry and the old 2013 Camry) since I own both of the cars as loyal Toyota customer. 

  I hope they will resolve the issue and ***** me the "loyalty cash", since in their response they only state that they will "look further into their requests for loyalty reimbursement". So I hope it will not end up only as them looking into it but actually *****ing that "loyalty cash" as they advertised it on their webpage on toyota.com since I can prove all of the above points of my loyalty to Toyota and meeting all the advertised small print terms of that "loyalty cash" offer.

  If the issue gets resolved between me and Toyota and this becomes last communication between me and the Toyota business, I like to thank better business bureau for assisting costumers like me with such disputes between the small customers like myself and big businesses like Toyota, since the small customers like myself would have no where else to turn for help. Thank you very much.

  Thanks to Toyota very much as well if they genuinely fix whatever happened that lead to this complaint, where I was ignored as their loyal customer for last 2 months with my requests to receive the loyalty cash (which I requested at time of new car purchase originally and kept asking for it all this time since the new car purchase), which should never had become such big issue for me to deal with based on the original  web advertisement from Toyota itself. 

  ******* 

  Customer Answer

  Date: 05/03/2023

  I like just to let Better Business Bureau know, that Toyota **************************** Mrs. ******** has resolved the loyalty cash rebate issue. 

  I was granted the loyalty cash rebate and she even went beyond the advertised amount and increased the rebate at her discretion. I reminded her that the rebate was just advertised for $500 but she offered more at her own generosity. 

  So I like to let you know that the issue is resolved, and you can close this complaint case. 

  I also no longer need to pursue the complaint against ********************* Toyota of ****** since they were the once that originally did not want to process the rebate at the time of my car purchase, but since I have received the rebate now, there is no need to bother anymore with Bran ***** Toyota of ******. I just hope that the dealership franchise will have better communication in the future with the corporate office of Toyota so customers are not put through months of fighting for the rebates that per small print they should have had been eligible for and received it at the time of car purchase at the dealership. 

  T**** you very much to Better Business Bureau for your help to remedy the issue. 

  ******* 

• Initial Complaint

  Date:04/04/2023

  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.

  Sept 2022 I purchased a Lexus es 350 from **************** in ********** ,** with under **** miles.October 2022 I got hand controls from mobility works in ****,** I was told I could get a rebate of $**** for having a Lexus . Come to find out because it wasnt purchased brand new from Lexus I no longer qualified even though it had less than **** miles and car was owned by someone for only 2 months. Its absolutely disgusting that you would treat disable customers by limiting who gets discount just because they purchased a basically brand new vehicle from someone else because it cost less . Because lets not forget having a disability is already expensive. I suggest that you change your policy because its absolutely disgusting to limit on who can receive. Its a good program if it allowed for more options

  Business Response

  Date: 04/08/2023

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

  The concern will be assigned to a Lexus case manager for review and initial contact with be made with the guest. 

  Business Response

  Date: 04/10/2023

  After further review of the guest concern and per the guest information provided to the Better Business Bureau. The customer can see additional information on Toyota Mobility/ FAQ

  **************************************************

  Do reimbursements apply to used or fleet vehicles?
  No. This program applies only to the original purchaser of an eligible new Toyota vehicle sold or leased on a retail basis by an authorized Toyota dealer. Commercial buyers, nonprofit organizations and trust funds are also excluded.

  Customer Answer

  Date: 04/12/2023

  I am rejecting this response because: Did you not read why I submitted its disgusting to treat disabled customers that way just because someone purchased a 2022 with only 800 miles they dont qualify because it didnt come from Lexus and the reason that is because the person traded after 2 months and I got it for way less then I would of got it at lexus. Do better or maybe I should tell the whol disabilities word to never purchase from Lexus because they ******** Discriminate on who qualifies 

  Business Response

  Date: 04/24/2023

  We understand that the feedback provided to the customer is not satisfactory. We apologize for any inconveniences. At this time Toyota has provided our position based on the case details. Additional information for the customer is below if guest seeks further information regarding our mobility policies. 

  The customer can see additional information on Toyota Mobility/ FAQ

  **************************************************
  

  Customer Answer

  Date: 04/24/2023

  I am rejecting this response because:   If I would have known this which wasnt shared until after I got the hand controls I absolutely would have never purchased a Toyota vehicle your company is a disgrace and so is the response. Ill be happy to share this on social media platforms so that other disabled individuals can be made aware that your selective on who qualifies 

• Initial Complaint

  Date:04/03/2023

  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.

  I had the Highbrid battery replaced in my Lexus RX450h ****** 2022 at ****** Toyota ,****************, P.O. Box50910 ************, ** *****. I was charged $7,366.75 for this repair. later to discover that the battery should have been covered under warranty, Eight years 8 (****) and !****** (******). I called Lexus corporate offices on 9/14/22 and spoke with a claims rep. ******************** case #************. He stated that he submitted my documents to the claims department and I should hear from them within 4 to 6 weeks. Did Not Hear From Them. I called back to the office severals time last year and never received a return call. Please help me resolve this issue.

  Business Response

  Date: 04/03/2023

  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: 04/12/2023

  Good Afternoon, 
  

  The case number provided does not look to be the same as the guest here. May we please ask for the *** number of the guests vehicle so that we may further look into their concern.

  Customer Answer

  Date: 05/01/2023

  Vin # *****************

  Business Response

  Date: 05/01/2023

  Good Afternoon BBB,

   

  This guests concern was previously answered per case 19839463
  .

   

  Thank you.

• Initial Complaint

  Date:03/27/2023

  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.

  There is a ad online for lease on 2023 tundra that dealer says it can not do because Toyota was using old numbers for msrp but ad say its good thru 4-1 2023. I would like for them to honor the price listed on the item I have screenshoots of for the exact model ect the ad says This is more on Toyota then the dealership but would not let me add Toyota

  Business Response

  Date: 04/06/2023

  We have reviewed the complaint filed by the guest and regret to hear their concerns.

  As the manufacturer, we are the wholesaler for our vehicles which are sold at our Toyota dealerships who are each independently owned and operated. Therefore, all sales transactions are negotiated between the guest and the dealer. We encourage the guest to work with the dealership directly to review their concern related to a sales concern.

  Customer Answer

  Date: 04/19/2023

  I am rejecting this response because:   The manufacturer aka Toyota is one that posted the false ad.  I was told by my dealer Toyota would fix the ad at first of April instead Toyota ran exact same as again to get people into the dealerships. Its the msrp I am told Toyota told the dealers that was from last years model and would be fixed but it was not. All false advertisement from Toyota themself that is putting out these regional ads not the dealers.  In fact add us still up on Toyota page not dealers 

  Business Response

  Date: 04/24/2023

  We have reviewed the follow up complaint by the customer. Their feedback will be documented at Toyota ************************ At this time we encourage the guest to reach out directly to discuss their concern with the selling dealership. As the manufacturer, we are the wholesaler for our vehicles which are sold at our Toyota dealerships who are each independently owned and operated. Therefore, all sales transactions are negotiated between the guest and the dealer.

  Customer Answer

  Date: 04/24/2023

  I am rejecting this response because:  how can Toyota create ads but then when someone complains its the dealers fault.  They have stalled long enough I have bought truck elsewhere exactly what you hope for when you do false advertising. You can close the case but certainly was not solved just stalled long enough I had to do something else 

• Initial Complaint

  Date:03/23/2023

  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 a 2016 toyota corolla for 2- 3 years i have been calling Toyota for their 10 year paint manufacture. I have a 2016 corolla that has paint chipping away inside the door jams and inside the trunk area and under hood that is NOT from wear over the years that is a Paint Defect and they had a recall for the white color but do not want to recall the candy blue crush color. Paint is not supposed to chip away from the inside i have called toyota and they do not want to hold up there end of the 10 year paint warranty.

  Business Response

  Date: 04/08/2023

  Good Afternoon,

   

  Thank you for reaching out regarding the paint on your vehicle. We are sorry to hear of the concerns you are having with this. We have looked into your request and show you have been in contact with our Brand Engagement Center who has previously advised that there are no recalls or Customer Support programs for your vehicle. Additionally the vehicle is out of warranty, and because of this we will stand behind the decision already given to you and respectfully decline assistance. We understand this is not the answer you were hoping to hear, but it does stand for the final stance of Toyota.

  Customer Answer

  Date: 04/08/2023

  I am rejecting this response because you are not resolving a manufacture defect, paint warranty is 10 years not start chipping away after only 3 years in the inside of the car where it is not even exposed to sun. From this I will NEVER do business again with Toyota and will NEVER recommend toyota to anyone..thank you for resolving nothing

  Business Response

  Date: 04/21/2023

  BBB,

  we have given our explanation and understand the guest does not accept this. We respectfully ask this case to be closed as answered as they have been given the information form Toyota.

• Initial Complaint

  Date:03/21/2023

  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 engine started making noise when I press on the gas. Car also was not wanting to start after a few tries, I then Decided to just get the car towed Before the service advisor even seen the car she began telling me the car is not going to be covered under warranty because I did not have my oil changed by Toyota. After the car sat for 3 days at the dealer, the same service advisor then called me to go over the repair cost due to low oil level and said that they pulled out 3 qts of oil. She advised that she has been working for ****** and Toyota for over 15 years and knows what she is talking about and that it is not the manufacture fault for the engine failing even though she admitted to not knowing anything about the car. From that point I felt that this advisor is completely wrong and lying to me, needed a second opinion.She then asked for proof of oil changes which I provided and did not get a response back. From that point I called another local Toyota dealer to have my vehicle towed AGAIN.I advised the dealer where I purchased the car from and the dealer where it was being towed to of the situation. Once ******* Toyota techs looked at vehicle again at a separate dealer they called and advised that warranty will not accept due to low oil because these engines are "sensitive" and that they wanted proof of oil changes. Once again I provided the information I advised them that I didn't get any warning lights, low oil pressure, engine lights or any issues with my car for the last 3k miles since my oil change. How would that go hand in hand?After the second dealer service manager denied my warranty they advised me to have my insurance look into this and that they will take care of it.Insurance company then called me back stating that they do not understand why Toyota is denying this warranty since the vehicle is new to go through Toyota warranty and they need to provide a denial letter explaining why they are not doing my base warranty or powertrain warranty.

  Business Response

  Date: 04/01/2023

  Good Afternoon, 

   

  While we understand the guests frustrations, we have looked into their concern and found that the first dealer they brought the vehicle to found the oil plug was left loose, essentially draining the oil from the vehicle. Because of this, it is considered an outside influence that would not be covered by any warranty. We would suggest the guest speak with the third party they had their oil changes completed at and see if they are willing to assist them with the repair as the warranty on this engine is Void due to outside influence.

• Initial Complaint

  Date:03/21/2023

  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 car in because my AC wasn't cooling , I left because the wait was more than 4 hours and I said I'll come back first thing the next morning . That same day that I left at night around 6pm my car lights start flashing and the car wouldn't drive more than 10 mph. I was at the shop at 6:45AM Upon inspection they indicated that the problem the took care was the check engine they disregarded my initial complaint , they came back saying they couldn't diagnose my car until that wasn't fixed which now 3 months later was a total lie ! We meaning my husband and I called Toyota corporate and the dealership and advised them that it has to be the condenser . They both ignored us. The business ethics that the dealer ship has is disgusting all to save money on the rental they give me back my car half fixed and when I am finally able to take back the car they have the nerve to tell the issue is the condenser and that now I have to open a separated claim . It's been 3 months and I have had to suffer through FL heat with no AC and a **** car that that's only 2 years old . Because of them not doing the job correctly I have financial issues . Paying the rental tolls upfront when I am used to paying for it on a CC , paying for a DYE that couldn't even diagnose my issue 3 months ago on a brand new car is ridiculous. 3 months later they wanna benefit from another insurance claim when this all could have been handle the first time , now I have to be car less and find another shop since I can't even trust Toyota and their mechanics . Their intial report of my AC never mentions the condenser but 3 months later that's what you wanna say happen after I had been saying it from the beginning

  Business Response

  Date: 03/30/2023

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

  Per our review the guest contacted the Toyota Brand Engagement and was provided case # 221216000873. The concerns were then escalated to the Customer Relations Manager at the ********************** dealership. The dealership addressed concern but there was a 2nd inspection that was identified by the dealership. There is no approval of rental vehicle for an out of warranty concern to a vehicle. The dealership has provided this information to the guest and advised accordingly. The dealership is participating assisting guest with questions and concerns.

  In reviewing the case,we find that Toyota has met its obligations in regard to all expressly written warranties, and are unable to further grant ********** to the guest.