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.

  PO Box 259001 Plano, TX 75025-9001

  
• 

  Toyota Motor Manufacturing N.A.

  25 Atlantic Ave Erlanger, KY 41018

• 

  Toyota Motor Manufacturing of Alabama

  1 Cottonvalley Dr NW Huntsville, AL 35810

• 

  Toyota Motor Distributors

  2350 Sequoia Dr Aurora, IL 60506

• 

  Toyota Motor Distributors Inc

  2451 Bishop Dr San Ramon, CA 94583

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:03/09/2023

  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'm the original owner of a 2006 Toyota Tundra w/ 107k miles on it. I have recently, in the last 6 months, been informed by my mechanic that the frame on this vehicle is in very poor shape. As I have been researching this I discovered that Toyota has had numerous problems with many of their truck models of the early 2000s. I have also discovered there has been class action lawsuits against Toyota for this issue on many of their trucks. I was never informed of any of these law suits or concerns regarding this issue from Toyota or any other source. I do know that Toyota has replaced many frames free of charge on many of these vehicles.
  
  I contacted Toyota by phone and was told that they couldn't or won't do anything for me but that they would give me $1500 off toward a new vehicle. Within the last 2 weeks I did visit a local Toyota dealer and was informed they would only give me about $2000 for my truck because of the frame situation. The trade in value for this truck is about $10,000 and I do believe that because of the condition of my vehicle and the market for used pick-up trucks I could easily get $12-$15k for the truck.
  
  I again contacted Toyota by phone on Monday 6 March 2023 and told the very polite and sympathetic lady my issue, concerns, displeasure, and asked to speak to a supervisor so I could maybe get some help. She was very respectful and informed me that within the next 24 hours I would receive a call back from someone. So on Tuesday morning 7 March 2023 I received a call from Alex S of Toyota and received nothing but a lot of rhetoric from this smart talking condescending person, I will not call him a man! Anyhow the outcome was Toyota will not do anything and we ended our conversation. About 20 minutes went by and after I digested the outcome I decided to call back to discuss my displeasure w/ Alex again and ask to talk to his supervisor and again in his smart talking condescending tone told me it is done and there is nothing Toyota will do for me.
  
  The bottom line is that I have a vehicle that I should easily be able to get another 10 or more years out of and yet to no fault of anything I have done but because of a documented design flaw on Toyota's part I have a worthless unsafe vehicle that I'm very concerned to drive.

  Business Response

  Date: 03/10/2023

  Hello,
  
  
  
  
  
  
  
  This complaint was filed This complaint was filed against Toyota Motor Credit Corporation in error. Please forward the referenced complaint 91720661 (Ref#66-15000521-91720661-4-300) to the appropriate business - Toyota North America for handling.
  
  
  
  
  
  
  
  
  
  
  
  Thank you,
  
  
  
  Toyota Financial Services

  Business Response

  Date: 03/18/2023

  We have reviewed the follow up comment by the guest and have noted their feedback within their Toyota Brand Engagement Case. At this time Toyota's position has been provided regarding their concern.

  Customer Answer

  Date: 03/24/2023

  
  
  Complaint: 19842891
  
  
  
  I am rejecting this response because:

  Toyota came back with nothing but again their rhetoric attorney drafted warranty **!!

  
  This is not a warranty issue it’s an issue with taking ownership of a poor well documented design and manufacturing issue!

  Again there has been numerous class action law suits against Toyota for this issue that have been won by the consumer with the resolution that frames being replaced by Toyota free of charge &n**p;I am only asking for the same resolution.

  Please see the attached picture of a truck frame, I’m sorry not certain if it’s a Tundra or Tacoma frame but irrelevant, that was taken about 4-6 weeks ago at the Toyota dealership in Litchfield Ct. &n**p;This shows that Toyota is still replacing frames because they are at fault!

  The other attachment is just one of many news letters that speak about the frame issue and the actions that Toyota has taken.

  My next move is to file a complaint with the NHTSA because my vehicle is unsafe to drive and yet it is a totally viable vehicle in every way but the frame that Toyota failed on!

  Please replace your bad frame on my vehicle because it is your sole responsibility to do so.

  again please do not insult my intelligence with your rhetoric just simple say rejected or approved and we’ll continue on. &n**p;The choice is yours and hopefully you’ll elect to do the morally correct thing of replacing a very unsatisfied customer whom at one time you we’re concerned for!

  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:03/07/2023

  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.

  Recently the transmission control sensor chip malfunctioned. I know this because two diagnostic tests revealed. After waiting three weeks for the new sensor chip, it would not communicate with the vehicle after install. The technicians at ********************************* tried a week to resolve. I was told that the chip is now communicating but due to the malfunction of the old sensor chip, it failed to alert other issues during diagnostic. This confused me because I thought the diagnostic, which I also trust, reveals all issues. It apparently did not alert to other transmission issues although one of those issues was not shifting, although not being able to shift was not an issue when left with the dealership. That was explained that the failure to shift was probably on the verge of going out when I had it and eventually did during repair. The other issues of burned clutch, etc. were said not to have registered during diagnostic because of the bad transmission control sensor chip. My vehicle loss function in ways it had when I left it. Toyota usually has great customer service but attempts to resolve have gone unanswered. I was offered a loaner, that I have had for almost 3 weeks, and the option to trade. My issue is the part failure and loss of additional function. Something happened. My husband and I got two different stories. I buy Toyota quality and trust that quality. I trusted that part to alert me to whatever should have been alerted during both diagnostics. Had it alerted me or the first mechanic or ***** perhaps the damage would have been minimized. I love my Highlander and I am not in a good place financially to trade. Please assist me in this matter. I am not looking for a hand out, only a fair solution. Toyota completing its Mission: "To attract and attain customers with high-valued products and services and the most satisfying ownership experience in America", is all that I am asking

  Business Response

  Date: 03/21/2023

  We have received the follow up complaint filed by the guest and regret to hear the concerns reported.
  
  Could you please provide us the *** for further review of your concern?

  Customer Answer

  Date: 03/23/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  It should not have taken this long to simply ask for the **** Every day without my vehicle is an inconvenience. VIN#*****************

  Customer Answer

  Date: 04/06/2023

  Please update. Local dealership has not heard from Toyota to resolve. 

   

  I need my vehicle for employment and I am in jeopardy of losing. 

   

  Thank you,
  ********

  ************ 

  Business Response

  Date: 04/13/2023

  Good Afternoon, 

   

  We would very much like the opportunity to look into this for our guest but are unable to find a VIN number for the vehicle in question. We respectfully ask that a VIN number be provided so we may look further into this.

  Customer Answer

  Date: 04/13/2023

  I am rejecting this response because:   The response is a request for VIN number the same as they requested on 3/21/23 and provided in response by me on 3/21/23. Screenshot attached 

  Business Response

  Date: 04/20/2023

  Good Morning, 

   

  We have been in contact with this guest via phone and are handing the situation directly with *********************

   

  Thank you.

• Initial Complaint

  Date:03/06/2023

  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.

  Hello,my name is *********************, I need help to get my car 2012 Toyota Camry fixed, I'm not looking for free repairs, only looking to make Toyota responsible for their defects, this car, this year and this model have an issue with the software and torque converter, which the company was aware and send on October 2014, they send a letter to owners , they called enhancement warranty ZE5, not recall, even when the issue is like a recall, they did not offer this to the owners when they take the car to service, only if the customer ask, based on previous 2012 Camry owners, then since issue did not stop, they did an extended warranty to the enhancement warranty to ******* miles or June 2021, now this was in the middle of the pandemic ( Covid) where their dealers were short personal and close during certain period of time, they did not want to hear this neither want to offer an extension to this, I been calling Toyota since last year about this issue and no luck, they are aware of the issue but they neglected because the amount of units that need this repair, the transmission that was used on this 2012 was a U760E, in a research they were ******* transmissions installed, I express my concern to Toyota several times on one of my calls on 09/20 Shakila, a Toyota representative or manager said there is nothing that they can do, I said " I need my car to take my kids to school and go to work, if my car fail this could be a lawsuit, I don't want to risk my family or myself, they keep saying they can not do nothing, this call ID was ************, I said look at ***** they neglected one of their vehicles, this car is in the same situation, I told them this could be a lawsuit, or a Class Action Settlement if many Toyota owners get together, they said they can't do nothing.again, I looking to get my car repair ( transmission and software) for the parts that were neglected by the Toyota company, spoke with several Toyota Dealers mechanics confirm parts and software was defective.

  Business Response

  Date: 03/11/2023

  We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer.
  
  ********************** issued the Warranty Enhancement Program - ZE5 - Certain 2012-2014 MY Camry - Enhancement of Warranty Coverage for U760E Torque Converter Shudder providing coverage for the identified concern. The Guest's vehicle is beyond the warranty parameters of the program. Once the vehicle is outside of the warranty parameters of the customer support program the cost of repairs becomes the owner's responsibility.
  
  The Primary Coverage offers warranty enhancement until April 30, 2016 with no mileage
  limitation.
  
  After the Primary Coverage period ends, the Secondary Coverage is applicable for 8 years
  from the date of first use or ******* miles, whichever occurs first.
  
  In reviewing the case, we find that Toyota has met its obligations in regard to all expressly written warranties, and this represents Toyota's final position.
  
  

  Customer Answer

  Date: 04/03/2023

  Good morning BBB,

  I have attached a couple originals bulletins from Toyota about this case, on their letters , Q3, A3 if Toyota sent a letter notifying customers about the *** for torque converter shudder, this letter was intend to notify customer about an *** to proactively update the ENGINE CONTROL SOFTWARE with improved torque converter control logic. The *** is intended to help prevent this condition from OCCURRIING(  dealer knew this was tend to happen to all cars) and will be performed WHITOUT THE PRESENCE OF THE TORQUE CONVERTER SHUDDER.

  this updated never happen to several cars including mine, due to the amount of dollars could cost them, cars were taking to the dealer for service, a bulletin stablish the update should be done even without the problem at the time of service,

  now they put a warranty expiration to their defective software and parts, since when you buy a defective part in America and expect to have an expiration date on them, if the defective part has been acknowledged by the manufacturer? isnt't this against America consumer rights? I'm I wrong? 

  Business Response

  Date: 04/05/2023

  We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer.
  
  Toyota issued the Warranty Enhancement Program - ZE5 - Certain 2012-2014 MY Camry - Enhancement of Warranty Coverage for U760E Torque Converter Shudder providing coverage for the identified concern. The Guest's vehicle is beyond the warranty parameters of the program. Once the vehicle is outside of the warranty parameters of the customer support program the cost of repairs becomes the owner's responsibility.
  
  The Primary Coverage offers warranty enhancement until April 30, 2016 with no mileage
  limitation.
  
  After the Primary Coverage period ends, the Secondary Coverage is applicable for 8 years
  from the date of first use or ******* miles, whichever occurs first.
  
  In reviewing the case, we find that Toyota has met its obligations in regard to all expressly written warranties, and this represents Toyota's final position.

• Initial Complaint

  Date:03/05/2023

  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.

  My complaint is with Toyota of north America regarding safety recall TMS-NTC-***** notification 13V-396. That replaces a defective IPM module for free due to the fact that it can fail. Mine Failed in August 2022 and it took **************** until February 2023 and $2000.00 in investigation labor to find the problem. They are not honoring the above recall and presented me with a $12,000.00 repair bill to replace the known defective IPM. I do not expect a free repair, but at least a large credit because obviously they known it's a problem with the recall notice. 2008 Toyota Highlander Hybrid VIN *****************

  Business Response

  Date: 03/07/2023

  We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer.
  
  The guest contacted the Toyota *********************** and was provided Case # ************. The customer was advised their concern is out of warranty and repairs are at the owners expense. In reviewing the case, we find that Toyota has met its obligations in regard to all expressly written warranties.

  Customer Answer

  Date: 03/19/2023

  ***Document Attached***
  
  See Attachment/File: Toyota recall.pdf

  Customer Answer

  Date: 03/19/2023

  I cannot find the disagree choice in the response, they keep saying warranty its not- it is a TMS-NTC-***** no year or mileage limits

• Initial Complaint

  Date:03/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 2022 Toyota 4 runner died on the highway, when I pulled over I noticed smoke coming from my hood. I opened the hood to find a fire in my air box. I towed the vehicle to my local dealer and was told that a sensor went bad. They told me that Toyota corp has instructed them to not work on it until someone from corporate can come and inspect. The inspector came 2 weeks later and said he wasn't sure but it was probably a sensor and that Toyota would be in touch. They have had my vehicle for almost 2 months and they finally send me an email stating that they don't know what caused the fire but they don't feel it was caused by any defect. Even though the vehicle is only 1 year old I drive a lot of miles and I am past my 36k miles warranty. They are refusing to fix even though there was no fault on my end. The dealer wants 3k to make the repairs. I have been a loyal Toyota customer and I have bought 9 brand new ********************** vehicles since 2016 totaling more than 375k dollars.

  Business Response

  Date: 03/06/2023

  We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer.
  
  The guest contacted the Toyota *********************** and was provided case #************. The guest was provided information regarding his claim last week and advised guest was provided a position from their claims handler. The guest was provided contact information for their claims handler and guest would need to be in contact with the claims analyst directly if they have any questions or concerns.

  Business Response

  Date: 03/06/2023

  Hello,
  
  This complaint was filed This complaint was filed against Toyota Motor ****************** in error. Please forward the referenced complaint case ******** (Ref#**-15000521-********-4-300)to the appropriate business - Toyota North America for handling.
  
  
  Thank you,
  Toyota Financial Services
  
  

  Customer Answer

  Date: 03/07/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have called the rep multiple times and left messages with no response. I have an email that states that I will receive no help in this matter from Toyota.

  Business Response

  Date: 03/11/2023

  We have reviewed the follow up from the customer. As previously advised The guest contacted the Toyota *********************** and was provided case #************.
  
  The guest was provided information regarding his claim last week and advised ***** was provided a position from their claims handler. The guest was provided contact information for their claims handler and guest would need to be in contact with the claims analyst directly if they have any questions or concerns.

  Customer Answer

  Date: 03/13/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They did not do anything. They just keep saying we provided your case number and our position and said I need to speak to the claims handler, but the claims handler refuses to return my messages or answer my calls.

  Business Response

  Date: 04/14/2023

  We have reviewed the follow up from the customer. As previously advised The guest contacted the Toyota *********************** and was provided case #************.
  
  The guest was provided information regarding his claim last week and advised guest was provided a position from their claims handler. The guest was provided contact information for their claims handler and guest would need to be in contact with the claims analyst directly if they have any questions or concerns.

• Initial Complaint

  Date:03/02/2023

  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 bought this car brand new in July 2021 and by August 16 the car was leaking oil from the engine and the moon roof.I had to take it to a different dealership to stop it from leaking because ******* Toyota didn't fix any of the issues. After the oil leak was fixed I could smell something of burning chemical when the car gets hot like it is burning oil. Altanta Toyota (sold me this lemon)Toyota Corp (refuses to replace it)Outstanding issues:Moon roof still leaks after being replaced and repaired 3 or 4 times (they refuse to fix it now)The car smells like burning oil after the car gets hot.The speedometer has both digital speed as well as the analog speed showing 2 different speeds which one is correct?

  Customer Answer

  Date: 03/09/2023

  ***Document Attached***
  More information
  See Attachment/File: detailedinfoToyota.docx

  Business Response

  Date: 03/10/2023

  Good Afternoon,
  
  While we are sorry to hear of the concerns the guest has had with their vehicle, we have looked into the service history and if the dealer is unable to duplicate a concern there would be no fix that can be offered. We dio not show that the odometer concern is documented in their service history, so we ask that the guest continue to work with their desaler regarding any vehicle concerns.

  Customer Answer

  Date: 03/13/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Good morning Toyota,
  
  Are you actually sorry to hear my concerns? This is not my first time discussing this with a representative at Toyota. You stated looked at the history of the service and they stated that they can't duplicate the issue. The reason they are saying that is because I had to show them a video of it leaking. I have attached the video and images again. Not being able to duplicate the issue is not the same as there is not an issue. It just means the effort taken to do it doesn't match. They put the car through a car wash. Well, when I saw that my car leaked it was when it was left outside in the rain. I have provided several videos to the dealership which I will provide to you as well of service history showing that the moon roof was replaced and repaired. So, there are issues. Then telling me that it is by design is something also told to me, and I have that recorded as well (wasn't given to me in writing intentionally).
  
  And odometer or speedometer however you reference it clearly shows 2 different speeds in the images, and I have taken it to them, if you look at the description of the work order their response is this is normal again and within a certain degree knowing it is incorrect. The question is, what speed is correct?
  I ask that you please review the documentation clearly and review the description I have provided.
  I would attach videos and recordings but doesn't allow me to attach them here. If you would like that please provide me an email so I can send it or an upload link. I am an honest person and not lying about the issues that I see in this car. I have spent many hours at the dealership and so far one of them has semi worked and that was the oil leak (on a new car at that).
  
  See Attachment/File: speeddifferenceswhichiscorrect

  Customer Answer

  Date: 03/13/2023

  ***Document Attached***
  
  See Attachment/File: speeddifferenceswhichiscorrect

  Customer Answer

  Date: 03/13/2023

  ***Document Attached***
  Also, to add here is another text. I brought it in 3 weeks ago and they stated they couldn't duplicate the issue via car wash. The attached image is a video and picture of it leaking at the dealership when I came to pick it up on Saturday. I had to drop it off again the following week because they couldn't duplicate it. That's when I recorded it and sent it to them. I have location of images as well.
  See Attachment/File: Screenshot_20230313_102329_text_Messages.jpg

  Customer Answer

  Date: 03/13/2023

  Please review same issue others are having. The dealerships are refusing to work on it. So, taking it back to them is just wasting my time.
  
  *************************************************************************************************
  

  Customer Answer

  Date: 03/17/2023

  Toyota,
  
  I am just asking for you to do the right thing. The car was leaking oil within the first 30 days of my ownership of the car. Took it to the dealership and they sent me away saying that I will have to wait on the car to be looked at. I didn't have the time to do that as I had to work, no offer of transportation or even a rental. I explained also that the car was leaking water in the cab (on my Head at that) when we got heavy rain.
  When I did bring it in again, I went there at 11am didn't get looked at till 1pm had to work at the dealership. For them to tell me it is leaking in several parts of the car. By then it was close to 4 to 5pm, my whole day was at the dealership and they said they didn't have anyone to give me a left home nor a rental car. They said they had to keep it for a week at least. My wife had to come pick me up. When they told me to go pick up my car, they parked it in the lot and I could see my car moved it and sure enough there was puddle of oil on the ground. They also hit the car with something that left black markings all over the car (I have pictures of that). I had to eventually call them to tell them the car was still leaking oil and ended up taking it to Beaver Toyota better service. ******* Toyota was terrible. After a couple of repairs there they saw the leak, I returned it there because I smelled burning and they said the oil filter was swollen and was probably seeping oil that was burning off. I have spent hours (10 to 15) at the dealership for a brand-new car that I did try to work with you all to replace and still having the same issues. The car has been in the shop for almost 2 weeks and they still aren't able to fix some of the issues. I have gone to the dealership to see if maybe it was designed that way and I can see other cars with moon roofs that weren't leaking there (other highlanders). There is something wrong with my car and it started from the beginning. Just do the right thing please, I have been patient and it has got me here.
  

  Customer Answer

  Date: 03/21/2023

  ***Document Attached***
  Dear Toyota,
  
  I have attached 2 more images of what happened over the weekend when I left my car outside for about 2 hours during the rain. One image shows a stopping point of where the water stops before it touches the moon roof. It looks like some form of water repellent was put near the sill to prevent water from going near the back side of the moon roof (were it leaks into the trays, which eventually don't catch everything and leaks on my head, didn't account for slopes or water not staying in the back of the moon roof). This repellent is a temporary solution which explains why it comes back after I leave the dealership. The moon roof has been replaced, repaired 3 times and probably using the rain repellent. Well it doesn't work and it has been a problem since I first bought the car in 2021 of which I spoke to ********************************* about it. Email below and date.
  
  From: Ekay Tek-Geek <***************>
  Sent: Saturday, November 13, 2021 8:47 AM
  To: ********************************* <**************************************************************>
  Subject: **************** leaks in a new Highlander that is less than 4 months old
  
  You don't often get email from ***************. Learn why this is important
  
  EXTERNAL EMAIL WARNING! This is an external message! DO NOT CLICK links or attachments unless you recognize the sender and know the content is safe.
  ******,
  
  I just noticed that I got a feed back form from Toyota about the Highlander.
  
  I must also add some other things I've noticed
  
  My moon roof leaked on my head. I took it to the dealership he said he didn't know how that happened and it looks like everything installed correctly in the car. I don't know it shouldn't leak water in the car ever and it was closed. I can see water on the window when I opened the shade, I check my wife's car no water (not a Toyota).
  
  
  See Attachment/File: repellentapplied

  Business Response

  Date: 03/23/2023

  Good Morning,
  
  Thank you for the information provided. Since we do go by the dealer diagnosis, we would suggest bringing your vehicle to another dealer for a second opinion if you are unhappy with this dealers opinion.

  Customer Answer

  Date: 03/24/2023

  Toyota,
  
  If you noticed, you aren't answering the questions.

  1) which is correct in the car for determining speed I am going. 
       A) Digital speed
       B) Dial speed 
  The dealerships didn't answer that question, because they don't know that is why I am asking you.
  
  Moon roof leaking, I have taken the car to 2 different dealerships.  Your answer is to take it to another dealership to make this my 5th attempt to fix on this car?
  
  This case will not be closed unless you answer the questions and read all of content correctly.  Assuming it's the dealerships' fault is not an answer if it is a design flaw.  Others are having the same issue that is why I supplied the link, so all dealerships are the issue?

   

  Customer Answer

  Date: 03/28/2023

  I am rejecting this response because:

   

  They aren't answering the question. What is the correct speed? Digital or the dial speedometer. Talking it to tge dealer is not an answer for that question.

   

  Now Toyota you said take it for second opinion. I think you mean third opinion because I have gone to two dealerships. Unless you plan to pay for transportation don't recommend that because most dealerships haven't been helpful with this car. I don't have that time maybe you should talk to the dealerships because they are selling your cars.

   

  You still didn't answer the question do not close this
  

• Initial Complaint

  Date:03/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2018 Toyota Highlander. The warranty was supposed to be good until 02/16/2023. I took my car in 400 miles over the ****** **** due to check engine light issues I was having before the date as mentioned. Toyota said oh it's just bad gas drive it a couple weeks and it'll be fine. Now Toyota is now refusing to cover any issues and I now have an issue with cylinder 1 and possible engine failure at ****** miles. I thought Toyota backed their product and treated their customers better than this but apparently not.

  Business Response

  Date: 03/04/2023

  We have reviewed the complaint filed by the Guest through our ************************ and regret to hear of the concerns reported by the Guest.
  
  Per review guest was advised their vehicle is outside of 5 year or 60k mile warranty. The guest contacted the Toyota *********************** and was provided feedback regarding their concern. The guest must have vehicle inspected and diagnoses confirmed by an Authorized Toyota dealership to further review their concern.
  
  Toyota BEC Case # ************

  Customer Answer

  Date: 03/06/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We spoke to brand engagement who advised that since we are having to pay for the issues that we are to submit the receipt and proof of ownership after the issue is fixed and that Toyota will compensate regarding the issue. The issue was reported before the warranty expired and Toyota failed to do anything as they had no immediate appointments available.

  Business Response

  Date: 03/07/2023

  We have reviewed the follow up complaint from the customer. The customer was contacted by the ********************** Brand Engagement and provided education. The customer was advised that the vehicle was outside of warranty due to nature of repairs. No guarantees of additional review were provided to guest. The guest will submit their documents for review and Toyota will review their concern to provide a position.
  
  

  Customer Answer

  Date: 03/08/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Per the Brand Engagement Team we were advised to submit our documentation and that some sort of compensation would be provided. They advised they could not say how much as it had to be approved but that we would be compensated and they were sure of that.

• Initial Complaint

  Date:03/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Toyota ****************** leased a 2021 Mirai to ** touting a 400 mile range. The greatest range ever reached by the Mirai is 305. I live in ******************** where there is one hydrogen station. It has been down for more than two weeks, while promising it will be repaired by various times. The repair has not happened. I am unable to use the car as I am saving enough fuel to drive to the local station once it is back online. I cannot drive to ****************** to pick up a loaner car. Toyota ****************** says it will get the local Toyota dealership to give us a rental if they have any cars. They do not. I am then told to go out and lease a rental and then ask Toyota to pay me back. I cannot afford to do that. I asked Toyota ********** a car through a third party. They refuse. They want me to pay, even though I already pay a fee on a monthly basis to lease my car. Toyota wants me to pay twice it seems. Additionally, when talking with the "Escalation Team" I was treated rudely with the person interrupting me, overtalking me, talking discourteously and pejoratively to me. She harangued me when I complained of her treatment. I finally had to hang up telling her I did not want to be treated badly any longer. She did not help in any way. Toyota is touting a car for which there is no fuel. Something is amiss.

  Business Response

  Date: 03/04/2023

  We have reviewed the complaint filed by the Guest through our ************************ and regret to hear of the concerns reported by the Guest.
  
  The guest was provided case # ************ when she contacted the Toyota ************************ Her concerns have been addressed and education regarding issue has been provided to the guest. Terms and conditions regarding a rental vehicle and steps to follow have been provided to the guest.
  
  If guest has further concerns they can reach out directly to our Mirai Team at the Toyota *********************** with questions.

  Customer Answer

  Date: 03/09/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The eduction they say they provided is unclear. I don't recall getting educated about anything except that they could not provide a rental car while the pumps were down for three weeks, even though our lease agreement says they will. They have not refunded any money I paid for a car that was unusable due to the fuel scarcity and equipment failure for the fuel dispenser. They have refused to talk about rescinding the lease and exchanging the Mirai for a car we can actually use with confidence that there will be fuel.

  Business Response

  Date: 03/11/2023

  If guest has further concerns they can reach out directly to our Mirai Team at the Toyota *********************** with questions. We encourage the Guest to contact us at ************ so we may further evaluate the Guest's concern.

  Customer Answer

  Date: 03/13/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I and my husband have contacted Toyota at the number they have provided above and there is no resolution. The education they say they provide is to say we can't and won't help you. They are deaf to the consumer and have made no moves to compensate the consumer or to respond to my request for the lease to be rescinded or to exchange this car for one that can be relied upon.

• Initial Complaint

  Date:02/27/2023

  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.

  Thank you for the opportunity to submit my complaint. I bought the 2018 Toyota Yaris IA because it has the Toyota label on October 15, 2020. The vehicle only had 17,031 miles. I was told the vehicle still had a manufacturer warranty up to 36,000 miles or 3 years. I drove the vehicle for a few months but there was a noise coming from the motor. The vehicle also in 3 separate occasions did not start when I pushed the start. On March 1, 2021 I brought the car to North Shore Toyota ###-###-#### to have it checked. The car only had 19,933 miles and they told that my vehicle needed brakes. I did pay about $300 dollars because there was no warranty for the brakes. North Shore Toyota said there was nothing else wrong with the vehicle. I kept driving the vehicle and it kept making the noises and again it didn't start on occasions. Tired of the problem and afraid of getting stranded on the road I took the vehicle to David's Automotive. The noise came from the belts and the start problem was the alternator. The belts labeled Mazda and the alternator. This is not a true Toyota car with Toyota parts. Alternator and belts had to be replaced. I paid $830.90. I have the parts with me to prove Toyota misled me and the parts were defective. The car is branded Toyota but the parts are manufactured by Mazda. I contacted Toyota company ###-###-#### and filed a complaint. They gave this record #*********670. Toyota refused to pay because I did not bring the car to them for repairs but the Toyota dealer only took advantage of me charging for breaks instead of fixing the true problems with the belts and alternator. I recently pulled a Carfax and found an entry on July 17, 2019 when the car had 8,227 miles. The previous owner brought the car to J Allen Toyota and complained about No-start/hard start condition, didn't fix anything. The original alternator was defective and I have the parts with me to give them to you to check the belts labeled Mazda and the alternator were defective.

  Business Response

  Date: 03/04/2023

  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 concern was reviewed 1 year ago by the Toyota Brand Engagement Center and guest was provided case # 220218002391. The guest was advised they could review their warranty and maintenance handbook or visit Toyota.com under owners section under section title "if you need assistance" it provides information regarding the guest no agreeing with the dealership or Toyota decision on repair. The concern has been documented and a position has been provided to the guest.
  
  
  

  Business Response

  Date: 03/11/2023

  We have reviewed the follow up complaint by the customer. As previously discussed, Toyota reviewed the concern 1 year ago and guest was provided case # 220218002391. The guest was advised they could review their warranty and maintenance handbook or visit Toyota.com under owners section under section title "if you need assistance" it provides information regarding the guest no agreeing with the dealership or Toyota decision on repair. The concern has been documented and a position has been provided to the guest.

  Customer Answer

  Date: 03/15/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I DON'T accept Toyota Brand Engagement response. Why Toyota Brand Engagement keeps parroting the warranty and maintenance book when they never truly intended to honor the car warranty to begin with? The negligence of the Toyota North Shore in Covington, LA where I took the vehicle 2 times could have caused me a serious car accident. Toyota advertises the importance of the timing belts stating that "they can fail without a warning, causing major engine damage and a hefty repair bill" "Replace your belt with a genuine Toyota timing belt" If Toyota knows how dangerous it is to drive and how important it is a genuine Toyota part why Toyota North Shore let me drive around with a branded Mazda timing belt that is damaged? I have the belt and the defective alternator to prove my complaint.
  
  Toyota cars are advertised to be built with Genuine Toyota parts. Toyota is misleading customers like me. I never wanted to buy a Mazda car who doesn't have the brand recognition that Toyota has. This is a Mazda car that was sold disguised as a Toyota vehicle and I have the defective parts to prove it.
  
  A year ago I was not aware of the entry on the Carfax report dated 07/17/2019 at only 8,227 mileage issue with the start button brought to J Allen Toyota in Gulfport MS before I bought the Toyota Yaris iA. I was having problems with the noise and start button and that is why I took the car to North Shore Toyota in Covington, LA on 03/01/2021 with only 19,933 miles. NorthShore Toyota said the problems were the brakes and I paid for the brakes but the problems didn't go away. The noise and the issues with the start button continued. I brought the car back again on 09/10/2021 to North Shore Toyota in Covington, LA and the issues were not resolved. I was dismissed again. North Shore Toyota in two occasions chose not to honor the car warranty. Without knowing it I was driving a Toyota Yaris iA with a defective timing belt and alternator. I could have got in a serious car accident and also cause an accident to other people on the road. Major damage to the vehicle had I continue driving with the problems North Shore Toyota chose not to repair.
  
  I am only asking for the money I paid to repair the car when it was under warranty and the money I paid for the brakes when I was told to be the problem when they were not. Toyota Brand Engagement is failing to address what is happening to customers like me who trust the Toyota brand and their warranty promises. North Shore Toyota in Covington failed me twice. Had they done their job I would have never found out Toyota uses Mazda parts in their vehicles. Toyota cars are advertised to be built with Genuine Toyota parts. Toyota is misleading customers like me. I never wanted to buy a Mazda car who doesn't have the brand recognition that Toyota has. This is a Mazad car sold disguised as a Toyota vehicle and I have the defective parts to prove it.
  

• Initial Complaint

  Date:02/27/2023

  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 pregnant wife and I purchased a Toyota Certified 2017 Toyota Sequoia from Auto Nation Las Vegas Sept 10th 2022. We purchased this vehicle from an out of state dealership on the basis of Toyota's reputation, the vehicle being advertised on toyotacertified.com as being 160 point certified and undamaged by Toyota. Toyotacertified.com is owned by Toyota Motor North America, toyotacertified.com is not owned by Auto Nation Las Vegas.
  
  We were provided with a signed worksheet from the Toyota dealership indicating that the vehicle was in "Toyota Certified" condition.
  
  1. The paint on the rear door of the vehicle is damaged because it has had the clear coat buffed off. The rear door is yellow and needs to be repainted.
  2. The sonar system doesn't work
  3. The brakes are extremely squeaky because they are aftermarket non-Toyota parts
  4. one headlight is cloudy and full of scratches
  5. there is a quarter sized gouge in the rear bumper
  
  Toyota customer service made us an appointment to get the car repaired at a local dealership in Huntington Beach. We were repeatedly told by Toyota customer service that they would pay to fix the car, before going to and while at the HB dealership. The HB service manager confirmed the car was in a damaged uncertifiable state and said Toyota denied paying for the repair. Toyota corporate said they would have the selling dealership fix the vehicle because the damage existed prior to sale.
  
  The selling dealership refused bring the vehicle to the condition they certified it to be in at the time of sale. The original dealership fraudulently certified the vehicle as undamaged. This fraudulent certification was given to Toyota and used to advertise the vehicle as undamaged. Toyota took no action against the dealership and Toyota did nothing to help get the vehicle repaired. The customer engagement person at Toyota Las Vegas is the service manager who signed the fraudulent certification report to begin with. Unethical and disappointing process.

  Business Response

  Date: 03/10/2023

  Good Afternoon,
  
  
  
  We show the guest called our Brand Engagement Center in November of 2022 and was advised that cosmetic damage brought up after the vehicle was purchased is not covered under any warrasnties. We do not show the vehicle going to the dealer since November of 2022 if the guest is having concern with the vehicle we recomnend them continuing to work with the selling dealer of their vehicle.

  Customer Answer

  Date: 03/14/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  The selling dealership, Auto Nation engaged in fraud by "Toyota Certifying" a vehicle that was damaged and uncertifiable per Toyota of Huntington Beach, which Toyota directed us to to fix the vehicle. Toyota advertised the vehicle we purchased as being in "Toyota Certified" condition on toyotacertified.com, which is not owned by Auto Nation but owned by Toyota. We purchased the vehicle from out of state on the basis of Toyota's reputation and the signed vehicle "Toyota Certified" certification, not a relationship with a dealership almost 400 miles away. When the fraud the dealership engaged in is reported to Toyota, Toyota does absolutely nothing to help the customer, enjoining the dealership in the fraud.
  
  
  
  Toyota's customer service department repeatedly promised to bring the vehicle into the "Toyota Certified" condition both Toyota and the selling dealership represented the vehicle to be in. Both Toyota and the selling dealership refuse to honor their own certification by bringing the vehicle into certified condition. Both parties fraudulently represented a vehicle to be in a condition or state that it is in fact not in.
  See Attachment/File: HB-Sheet.pdf