Complaints

This profile includes complaints for Toyota Motor North America, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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

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• 

  Toyota Motor North America, Inc.

  PO Box 259001 Plano, TX 75025-9001

  
• 

  Toyota Motor Manufacturing N.A.

  25 Atlantic Ave Erlanger, KY 41018

• 

  Toyota Motor Manufacturing, Indiana, Inc.

  4000 S Tulip Tree Drive Princeton, IN 47670

• 

  Toyota Motor Manufacturing, Indiana, Inc.

  P.O. Box 4000 Princeton, IN 47670

• 

  Toyota Motor Manufacturing of Alabama

  1 Cottonvalley Dr NW Huntsville, AL 35810

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:02/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a 2011 RAV4 that is, besides the paint literally peeling off in sheets in many multiple places, is in perfect condition. The PRIMER on this vehicle IS FAULTY, and therefore, THE PAINT DOES NOT ADHERE TO THE VEHICLE. Fowler dealt with a Toyota rep. who of course offered no resolution and I was then directed to file a case directly within the service hole of Toyota, which I attempted. "Tracy" at Toyota "Customer Service" was of zero help, using every excuse at her behest as excuse not to cover any paint repair. I was given ZERO financial assistance or offer of any kind whatsoever from a BILLION DOLLAR company to help repair the lemon paint job on an otherwise good vehicle. THIS IS SHAMEFUL. Toyota's excuse - some paint protection program I knew nothing about has expired and - THIS IS IRRELEVANT BECAUSE THIS IS NOT NORMAL PAINT DETERIORATION - DOES TOYOTA HAVE A PROGRAM TO COVER THEIR FAULTY PRIMER/PAINT JOBS??? FACT 1 - THE PRIMER TOYOTA USED IN 2011 ON THIS CAR IS FAULTY. FACT 2 - THE PAINT IS FALLING OFF IN SHEETS (see pictures attached). FACT 3 - TOYOTA HAS REFUSED TO REPAIR THEIR FAULTY PAINT JOB. FACT 4 - I WANT THIS FAULTY PAINT FIXED. FACT 5 - I WILL NEVER BUY ANOTHER VEHICLE FROM THESE SHIESTERS UNLESS THIS IS MADE RIGHT. FACT 6 - SEE ATTACHED PICTURES OF PAINT FALLING SHEETS IN (SO FAR) 7 PLACES.

  Business Response

  Date: 02/28/2023

  In regards to ******* *******, this is a product complaint against Toyota and has nothing to do with Fowler Toyota of Tulsa. I ask you retract the complaint. Product complaints should be registered against the manufacturer and not the dealer. Dealers are franchisees and are indemnified against product complaints. I look forward to your cooperation.
  
  
  
  
  
  
  
  Kind regards,
  
  
  
  
  
  
  
  
  
  
  
  Charles

  Business Response

  Date: 04/01/2023

  Good Afternoon, 

   

  In looking at the guests concerns we show they were given appropriate information by their case manager. The vehicle is outside of any warranty and any repairs that need to be made on the vehicle including paint would be up to the guest from here. We understand this is not the answer the guest was hoping for, but it does stand as the final decision of Toyota.

• Initial Complaint

  Date:02/23/2023

  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.

  On 2/22/2023 I contacted Toyota HQ via phone and was asking if there was a recall on door handles for my 2013 Camry. I was told it was not a safety issue and that I would have to pay to get all my door handles replaced. My car is only 10 years old and it's missing 3 door handles and the one remaining is about to break. I know this is a Toyota issue because while I'm driving I see often my same model of car missing handles. I took the liberty to ask a driver how it happened to him and he was just opening the door and door handle broke which is the same way it happened to me (I took a pic of his car for proof). I need my door handles fixed please before I end up not being able to get in my car. I drive a 2013 because I cannot afford a new car, this means I cannot pay $400 for door handles to be replaced knowing that I did not cause this.

  Business Response

  Date: 03/10/2023

  Good Afternoon,
  
  
  
  In looking at this guests concerns we do show she called in to our Brand Engagement Center and was advised to get a diagnosis at the dealer and we can look further into this from there. The guest refused to do this because we are not paying for the diagnosis. We are happy to further look into this but the guest must provide a diagnosis from the dealer and call the Brand Engagement Center back at 800-331-4331.

  Customer Answer

  Date: 03/17/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I should not have to pay for a diagnosis when I know this is Toyota's fault because. Are you going to cover the cost of the diagnosis? I need you to cover for the full repair and diagnosis because Toyota's should not be falling a part like this SPECIALLY since the car has NOT been in any accidents. All I'm asking is for Toyota to fix all 4 door handles and cover the diagnosis. Refer me to a Toyota dealer where I do not have to pay for this. Thank you. Look forward to hearing from you.

• Initial Complaint

  Date:02/15/2023

  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.

  My 2022corolla came with 2years of road side assistance when I called in Feb 12,2023 to request assistance with winching service I was charged $175 plus driver made my interior of car muddy. I am requesting Toyota for reimbursement of $175 plus cleaning fee for my car.

  Business Response

  Date: 02/25/2023

  Good Morning,
  
  May we ask the guest to clarify if they called Toyota roadside assistance? or did they call their own towing company?

  Customer Answer

  Date: 03/02/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Yes we did call Toyota road side assistance. But we were still charged $175 .we are requesting Toyota to refund $175 to us.
  Thanks

  Customer Answer

  Date: 03/02/2023

  ***Document Attached***
  
  See Attachment/File: Screenshot_20230302-180721.png

  Business Response

  Date: 03/08/2023

  Good Morning,
  
  Looking at the paperwork the guest provided our ************************ we would need more information. They did provide a recipt, but we would need a work order with the *** number of the vehicle as well as proof of ownership of the vehicle. They can send this information to our *********************** and they will reevaluate the guests request.

  Customer Answer

  Date: 03/10/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  good evening
  just to be clear we are asking toyota to reimburse us for the winch out service we had to use for 2022 toyota corolla which we alraedy has provided the reciept i can attach it again. all new toyota come wit h 24 months or ***** miles free roadside assistance. we called toyota roadside assisstance but was sent another company to help us winch out and we were charged $175. attached is my insurance card which should be enough to prove i am the owner.i am requesting toyota to reimburse me for $175.
  See Attachment/File: top us

• Initial Complaint

  Date:02/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a vehicle from Toyota, and the dealerships denied the warranty, and the issue is still persisting, and Toyota won't do anything about the car screen blinking/rebooting issue I've contacted them about numerous times. Been told by some dealership not to come back after not honoring my warranty repairs or warranties at all!!!

  Customer Answer

  Date: 02/06/2023

  Attached is some case issues with the car radio issue information.
  I'll have more I'm waiting for them to get sent to e.
  Thanks

  Business Response

  Date: 02/08/2023

  (EXTERNAL) BBB Complaint Case# ******** (Ref#**-15000521-********-4-300)
  REPLYREPLY ALLFORWARD
  **** as read
  
  Executive Office of TFS <**************************************************>
  Tue 2/7/2023 7:36 AM
  To:
  CompanyAnswers;
  *************************;
  To help protect your privacy, some content in this message has been blocked. To re-enable the blocked features, click here.
  To always show content from this sender, click here.
  
  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 portfolio - Toyota Motor North America, Inc. / Toyota Motor Sales, for handling.
  
  
  
  
  
  Thank you,
  
  Toyota Financial Services
  See Attachment/File: addl 2.pdf

  Business Response

  Date: 02/22/2023

  Good Afternoon,
  
  May we please ask for the *** number of the vehicle in question to further look into the guests concerns?

  Customer Answer

  Date: 05/11/2023

  Attached is the Vin # for my current BBB complaint against Toyota

  *****************, also attached is the court documents for the case I had with my previous lawyers as well as your lawyers, and my screen keep blinking out till this day and was never fixed under the warranty and refused my most of the Toyota dealerships to get the situation fixed!!!!

  Business Response

  Date: 05/20/2023

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

  Customer Answer

  Date: 06/02/2023

  They do have information about my defective vehicle, they are saying they don't, Toyota Corp knows about my vehicle defective issues, called and they are playing games with me, Im not happy with the feedback from Toyota Corp they broke a federal law and wouldn't, fix my vehicle, on the phone, she said someone will call me back from the legal ***** (******)

  Customer Answer

  Date: 06/09/2023

  No court case yet, will keep you posted, called Toyota **************** and the person on the phone said someone would call me back and no one ever called me back, why is Toyota customer service have to lie about calling to resolve a car warranty they refused to honor not call me back and fix the vehicle issue? but they call the BBB but say they will call me but won't call me back, from the last message Toyota left to call them, which I did and they never returned my call as they said they would do!!!!

  Customer Answer

  Date: 07/01/2023

  I emailed the Toyota Lawyer ********** and they sked me for a settlement, but they ignored me after I sent an email its been 3 weeks and no reply or anything, as the last time the Toyota customer care representative stated someone would contact me again 30 days no call back, ignored lease contact them to see why they feel they can ignore me with a Warranty issue Im still waiting for them to fix or settle with me they choose to ignore mw UNPROFESSIONAL. 

  Business Response

  Date: 07/14/2023

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

• Initial Complaint

  Date:02/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2022 Toyota Tundra last May from ******** Toyota. Within a few days after taking delivery I began noticing scratches in the clear coat under certain lighting. I took the truck back multiple times to the dealership. They had their detailer attempt to buff out the scratches multiple times. According to the detailer of ******** the scratches and defects were in the truck from the factory. I have asked the dealer to address the scratches multiple times at service appointments. Finally, on 01/02/23, I had the Service Manager look at the truck and acknowledged that there is excessive scratching on the truck. The Service Manager stated he would schedule an appointment for the Toyota representative to look at the truck. I am still waiting as of 02/04/23. I contacted your customer service today who advised me I am at the dealer's mercy. I am requesting that you all adequately address my compliant. I either want the truck repaired properly or someone from Toyota buy back my vehicle or replace it with a model that is defect free. In addition to the paint defects, there are two other issues. My truck is equipped with AVS adjustable rear suspension. It is supposed to self-level when weight is in the rear. I have noticed that it will ride differently based off where I park. The rear will also self-adjust if the ground is not level for instance. The ******* at the dealership stated the bar was bent that controls the self-leveling adjustment. I want to know if what I am describing (the truck raises up or down in the rear based off where you park is normal or if I have an issue? As a result of the adjustments the truck drives very harsh at times. There is also excessive wind noise that starts at 45 MPH. According to other forums this is a common occurrence for some while others have no issue at all. In conclusion, I was advised when I purchased the truck that Toyota has a satisfaction guarantee for the first ****** miles for fit and finish, please correct my truck!!

  Business Response

  Date: 02/20/2023

  Good Afternoon,
  
  We are sorry to hear of the concerns the guest has experienced with their truck. May I ask that the guest give us the *** number of the vehicle in question?

  Customer Answer

  Date: 06/20/2023

  I bought a 2023 Toyota tundra platinum roughly 6 months ago. I have been a loyal Toyota owner 2008 new Tacoma, 2016 Toyota 4 runner limited, 2020 tundra limited, 2022 Toyota tundra **** and 2023 Toyota tundra platinum all new. Until recently my Toyotas were great. However, this platinum has had constant quality control issues that include a non stop clicking sunroof noise which can even be heard with the music on. I have attempted 3 repair attempts. Toyota acknowledged there is an issue. I requested a buy back and it was denied within days even though *************************** law states 3 failed repair attempts is considered a lemon. I spoke to the case manager who refuses to escalate my case. They want me to go to abirtration. So this is how you treat your loyal customers? I would like someone from the corporate office step in and assist me with a timely resolution. I would like a buy back or replacement of a new similarly priced unit.

  Customer Answer

  Date: 06/20/2023

  Here is the vin ***************** I contacted customer service and requested a loyalty credit to assist me buying another unit if need be to  resolve this complaint 

  Business Response

  Date: 06/23/2023

  We have reviewed the follow up complaint by the customer. The customer contacted ********************** **************** center and was advised of the decision they were provided which represents Toyotas final position. If your concern has still not been resolved to your satisfaction, Toyota offers additional assistance through the Dispute Settlement Program, a dispute resolution program administered by the National Center for Dispute Settlement. Information about this program is provided on page 5 of the Warranty & Maintenance guide, we have attached a copy to this response for your convenience.
  
  If you have any further questions, please contact us at **************. Our hours of operation are 7:00 a.m. to 7:00 p.m. Central Time Monday through Friday.
  
  Thank you for choosing Toyota for your personal driving needs.

• Initial Complaint

  Date:02/03/2023

  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.

  Had service done at Toyota of Bedford on Feb 17th, 2022.
  It included a tune up and a service light fix. The total was over $750......
  After 6 hours I left. Not long after the check engine light came back on. I took the car to another mechanic and I was told I needed a tune up..... Ie plugs etc.
  $750 was spent on Nothing, check engine light wasn't fixed nor was a tune up done. I have reached out multiple times to no avail. At this point I want a complete refund and will never again go back to this dealership. What a scam.
  

  Business Response

  Date: 03/23/2023

  Business Response /* (1000, 5, 2023/02/20) */
  Good Afternoon,
  
  May we please have the VIN number of the vehicle in question so we may further look into the guests concerns?

• Initial Complaint

  Date:01/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Toyota has an admitted problem with the white paint on my vehicle. Toyota acknowledged the problem a couple of years ago and gave car owners that were affected a chance to make the repairs. I took advantage of the program and had several car panels painted under the new program. Toyota would not paint the exterior car panels that did not show signs of paint peeling at the time. Now, the panels that were not painted have lost all the paint. Toyota is refusing to correct the problem now due to time passed. They were negligent in addressing the issue the first time.Additionally, Toyota suggested that the program ended December 15th. We had a deep freeze here on Christmas Eve (24th of Dec), and that's when the rest of the paint peeled off. The car has very few miles and has lost all value.

  Business Response

  Date: 01/28/2023

  Good Afternoon,
  
  While we are sorry to hear of the concerns the guest is having with the paint on their vehicle, they have been told by our brand engagement center that the parameters for assistance has expired. Due to the expiration, we will respectfully decline any additional coverage. We understand this is not what the guest was hoping to hear, but it will stand as the final stance of Toyota.

  Customer Answer

  Date: 01/30/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Toyota had a chance to fix this before the program expired and was negligent about which areas of the car to paint. I did the right thing in addressing it (in the timeline provided) and Toyota should have done the right thing in painting all the panels. Instead, they only chose to paint a couple of panels instead of fixing the whole car - even though Toyota knew the paint would peel everywhere eventually. I expect Toyota to step up and address the problem, Toyota acknowledge the issue and didn't fix it the first time. I work from home and have many free hours to pursue all legal remedies in resolving this matter.

  Business Response

  Date: 02/04/2023

  Good Morning,
  
  While we are sorry to hear of the concerns the guest is having with the paint on their vehicle, they have been told by our brand engagement center, as well as our response on the BBB that the parameters for assistance has expired. Due to the expiration, we will respectfully decline any additional coverage. We understand this is not what the guest was hoping to hear, but it will stand as the final stance of Toyota.

  Customer Answer

  Date: 02/06/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Toyota had the chance to fix it in the time before it was expired and said it wasn't going to be necessary. This was the technician in the Toyota ************************* that made the poor decision not to address all panels that had the paint defect. The negligence is clear, and I'll continue to pursue all remedies within the law. Please provide an address for legal matters and official correspondence. Case # ************

  Business Response

  Date: 02/16/2023

  Good Afternoon,
  
  The guests concerns have been documented.

  Customer Answer

  Date: 03/13/2023

  ***Document Attached***
  This is the cost of the repair from your Dealership preferred autobody repair place. Please agree to pay for repairs.
  See Attachment/File: PRELIMINARY_*****************_2011_TOY_RAV4_*******.pdf

  Business Response

  Date: 03/23/2023

  Good Afternoon,
  
  The guests concerns have been documented.

  Customer Answer

  Date: 03/28/2023

  I am rejecting this response because the organization has failed to correct the problem, and provide the legal address our future court appearance which was requested. 

   

• Initial Complaint

  Date:01/23/2023

  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.

  Dear Ms. ********:
  
  We received your letter (copy attached) dated July 8th concerning our new Rav4 Prime which was purchased in February of this year.
  
  The letter is confusing as it confirms the adaptive front headlight system is included on our vehicles Monroney Label. You mention that it is not a standard feature on our car nor was the price included on the Monroney Label. This is only partially true as it is not a standard feature but it is included in the option equipment portion of the Monroney as it is part of the premium package which cost $3350.00.
  
  Now for the issues:
  
  Your letter stated to call your Brand Engagement Center if we had any questions. Well, we do. We checked our vehicle and determined that the feature in question was not installed on our car. This was verified by the dealer we bought the car from.
  
  Now for the problems:
  
  We called your office, spoke with Natasha, she didn't have clue as to the issue nor the letter you sent. We provided her a copy of your letter and the Monroney Label. She said she would investigate and someone would call back.
  
  Next, Silvia ********** from Temecula Toyota called to discuss and follow up. She too, had not heard of this issue nor had any knowledge of your letter. After her research with the dealer and confirming the feature was not installed, she stated the dealer couldn't help and that it was a corporate or manufacturing problem and that I, again, needed to talk with your office.
  
  I called your office again and spoke with Aisha. Initially, she seemed very concerned but she also needed to research as she had no knowledge of this issue. After some time had gone by, I hadn't heard from her and sent her an email. She did call back and left a phone message. She stated she and your office could do nothing to help and that it needs to be resolved by the dealer. She no longer responds to my emails. I have tried calling your office, but she does not return my calls.
  
  I am confused by this general lack of service, especially by Toyota Motor Corp. With all of this buck-passing, I do not know where to go for help. Even the salesperson who sold us the car, Michael *********, who said he would also check into the matter has stopped returning my calls.
  
  Do you have any suggestions as to how this issue could be resolved? We really like the car, but the headlights don't throw much light and if they moved as they should (as per the Monroney), it would be a big improvement.
  
  We look forward (and appreciate) to receiving your help.
  
  
  
  **** and *** *********
  *** ******** ****** *****
  *********, CA
  
  ***** ******** (land line)

  Business Response

  Date: 02/04/2023

  Good Morning,
  
  
  
  The guest has been previously advised that the adaptive headlights that were listed on their Monroney label was in fact a mistake and they have not been charged for this feature. Please see the attached letter that was sent to our guest in November.
  See Attachment/File: *********.pdf

  Customer Answer

  Date: 03/08/2023

  1. The most recent letter sent to us by the BBB was sent to the wrong address - different than the address provided in my initial letter to you. That is why you did not receive a response back from me until now. It was delayed.
  
  2. If a mistake was made on the Monroney label as Toyota claims, then why was only the pricing changed and not the item description as well? If you are correcting the label so the pricing is accurate, then it would make sense the item description was removed as well.
  
  3. Regardless of the error Toyota says was made, we entered into a CONTRACT with Toyota for the purchase of our car. An offer (in writing) was made and accepted. We expect to be compensated because of the agreement made.

  Business Response

  Date: 04/24/2023

  Dear BBB, 

   

  This complaint has been responded to previously and we respectfully ask that this be closed as answered.

• Initial Complaint

  Date:12/29/2022

  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.

  Yesterday a huge piece of paint was missing from above the windshield of my Toyota Avalon. There is no body damage, just the paint seemed to have peeled off in that area. I remembered I had received a letter from Toyota some time ago about a problem with factory-applied Blizzard Pearl paint, which is the color of my car. I pulled the letter out of my files to review it. The letter is undated. The letter states "If you have not experienced the condition described, there is no action necessary at this time. Please retain a copy of this letter for future reference."
  I called my Toyota dealer today and then the Toyota Customer Experience Center. I was told the Customer Support Program expired 2 weeks ago and Toyota will not do anything for me to correct this problem.
  My car has been garage kept. It is not normal for a huge piece of paint to just fall off a car. Toyota knows there was a deficiency in their product. My car has always been well maintained and serviced by my Toyota dealer. It seems feasible that the problem occurred later on my vehicle than others, due to being garage-kept.
  I am so disappointed in this response from Toyota. This is not the ethical response I would have expected from Toyota. I expected they would stand behind the product they acknowledged was defective and do the right thing. If they had even requested to see the vehicle, they would see it's been well-maintained, and this did not happen due to lack of care by the owner.

  Business Response

  Date: 01/13/2023

  Good Morning,
  
  
  
  We are sorry to hear of the paint concern our guest is having with their vehicle. As the guest stated we did have a program in place that would have repainted spots that have come up on their vehicle within the timeframe. We sent letters to our guests in 2017, and the program ended December 11th, 2022. Once the program expires we are no longer providing assistance. We are sorry the guest missed the timeframe, and we will document their concerns.

  Business Response

  Date: 03/03/2023

  Good Morning,
  
  
  
  Thank you for the follow up. We checked our records to make sure the second letter was sent out. Unfortunately we cannot control what happens to the letter once it is sent out. As the owner of the vehicle, if the guest was experiencing issues with the vehicle, it would be their responsibility to bring this up during the servicing of their vehicle. While we understand this was not the answer the guest was hoping for, it does stand as the final stance from Toyota.

  Customer Answer

  Date: 03/09/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  My facts have not changed. I was NOT having problems with my car, so why has Toyota stated that in their response? This problem did not occur until December 2022. I didn't receive a second letter from Toyota, I would not have had any idea a second letter was sent out. I received ONE letter and did exactly what it told me to do. The point I was making was that if Toyota had truly been diligent in trying to convey information to consumers, why wouldn't they have raised it with me one of the times my car was there for routine service? What information was provided in the second letter that I didn't receive?

• Initial Complaint

  Date:12/27/2022

  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 December 26, 2022, I took my car I to ******* Toyota for a check engine-contact dealer error message. I needed a**** on December 25, 2022. Prior to arriving here, I took my car to an ********* to check battery health. The diagnostics determined my battery had adequate charge and crank. After my visit to *******, I took my car to a different ********* where they determined that my car had 90 percent charge and was in good health. During my visit at ******* Toyota, it was determined that the check engine codes were related to the rocket arm actuator system. I was told my battery was causing this. This explanation did not make sense, and I asked the manager if any other diagnostics could be done related to the actual code error or the previous recall work that I had done on the car. She told me they needed to start with the battery. I was told the diagnostics was 149. An additional shop fee that was not explained to me was also added. The grand total for what seemed to be an incomplete diagnostic was 176.68. I would actually like this refunded or a Toyota voucher granted, so that I can go to a different Toyota dealership that is willing to do further diagnostics.
  

  Business Response

  Date: 03/21/2023

  Business Response /* (1000, 5, 2022/12/27) */
  We have reviewed the complaint filed by the customer through our Customer Experience Center, and regret to hear of the concerns reported by the customer.
  
  Dealerships are independently owned and subject to their terms and conditions. A diagnoses fee would apply at any of the Toyota dealerships that the customer visits. The dealership has provided feedback regarding their inspection and provided a first step to further diagnoses their vehicle. The customer is responsible for their diagnoses fee at the dealership. If they have additional concerns with ******* Toyota **********, the customer should contact the dealership directly for further review.
  
  
  Consumer Response /* (3000, 7, 2022/12/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My primary concern is with the diagnosis. I already had one recall repaired relating to the electrical components on my corolla. My concern is that with a check engine light, the problem could be more serious. I do not wish to return to ******* Toyota due to t their port service What can be done from a corporate standpoint about this regarding further diagnosis? I spent over 18,000 for this car and am disappointed by this response and the service that I received.
  
  
  Business Response /* (4000, 9, 2022/12/29) */
  We have reviewed the follow up complaint from the customer. As previously discussed our Toyota dealerships are independently owned and operated. We support our dealerships feedback and diagnoses findings. The customer can choose to obtain a 2nd opinion from another location of their choice. A diagnoses may apply for further review of their vehicle concerns.