Complaints

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

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

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• 

  Toyota Motor North America, Inc.

  PO Box 259001 Plano, TX 75025-9001

  
• 

  Toyota Motor Sales USA

  4550 Creek Road Cincinnati, OH 45242

• 

  Toyota Motor Manufacturing, Indiana, Inc.

  4000 S Tulip Tree Drive Princeton, IN 47670

• 

  Toyota Motor Distributors

  2350 Sequoia Dr Aurora, IL 60506

• 

  Toyota Motor Sales, USA, Inc.

  11111 NW Airworld Dr Kansas City, MO 64153

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:11/04/2022

  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.

  I received a letter from Toyota Motor Division. I received it in 2020. It was in reference to my 2011 Corolla that has peeling paint on the hood. They stated in the letter that my car was one that was under this Customer Support Program to repair the vehicle. The dealership I used was James Hodge Toyota in Muskogee, Okla. For over two years I would call and ask about getting my car fixed. Each time they said it would be 6-8 months. I called about 4 times in this period. I called yesterday and they told me they weren't doing it. They said they had no body shop. James Hodge owns every dealership in this town. They said the only body shop they had was the Ford shop and they refused to do it because Toyota did not pay enough money. It seemed very strange to me that a man who owns all the dealerships in this town can't get a car fixed at his own body shop. They told me to go to Tulsa to the dealership owned by someone else. I am 73 years old. I don't see well and I can't get this car to Tulsa. I bought my car from them. They have given me and many others the runaround about fixing this issue. I have contacted Toyota three times and they have been no help. I was told by one person I talked to at Toyota that the dealership contracted with them and could make their own rules. So I sit with a letter from Toyota that says if they can't fix it at their shop and they can contract it to a repair shop. They won't even do this. My basic complaint is about James Hodge Toyota.They are in Muskogee, Oklahoma. Their phone number is XXX-XXX-XXXX. The address is 2314 W Shawnee Bypass, Muskogee, OK 74401. I just want my car fixed. Toyota is willing to do it but not this dealership. The owner owns all of the dealerships in my town. They do have access to a body shop they own. If they can't complete the repair then they can contract this out with another repair shop.

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2022/11/07) */
  We have reviewed the complaint filed by the customer on BBB Portal. We confirmed an existing case opened at the Toyota Brand Engagement Center #XXXXXXXXXXXX.
  
  The BEC has made the dealership aware of the customer concerns and requested the dealership follow up with the customer to further review. An action set for call back and follow up from the dealership was requested. Further review of the concern will be addressed via contact with the dealership and their service concerns with the dealership.

• Initial Complaint

  Date:11/01/2022

  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.

  They denied my warranty coverage for my door actuators, which is covered and is preventing any of my doors from locking on my 2015 Jaguar XJ for the car mileage being 31 miles over. The cost is $2316.45 as they only allow me to get the service done a Jag exclusively, which is 25 miles away from I live...this is ridiculously low down!!!! The 31 miles over could have accumulated for any given reason, including that my car has been at Jag for several days and could have had to moved in between that time, but I am very upset. The area I work in teaching special needs children daily is dangerous and has had a rise in car thefts. Thanks alots petty people!!!
  

  Business Response

  Date: 03/17/2023

  Business Response /* (1000, 12, 2022/12/12) */
  Good Afternoon BBB,
  
  This looks to be a Jaguar vehicle and not Lexus or Toyota. We recommend the guest reach out to the appropriate manufacture for assistance.
  
  
  Consumer Response /* (3000, 14, 2022/12/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My warranty was with Toyota for my Jaguar. Toyota Principle was the dealer I purchase the car and warranty from. Toyota Care is the warranty company. I am NOT mistaken...Toyota Warranty denied my claim as explained.
  
  
  Business Response /* (4000, 16, 2022/12/19) */
  We have reviewed the follow up complaint from the customer. The customer will need to reach out directly to Toyota Care to further review their concerns related to their extended warranty. 800-228-8559.

• Initial Complaint

  Date:10/29/2022

  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.

  Background:
  My 2010 Toyota Prius (bought used in June 2019) has been experiencing brake issues. I believe it has to do with the recall regarding the booster pump and assembly back in 2013 (recall notice attached). I've gotten 2 professional opinions on it and they both conclude it has to do with the brake pump booster assembly.
  The issue, at hand, is that my VIN does not qualify for the recall notice and thus, free coverage of repair costs. My initial suspicion is that Toyota did not include my VIN (and presumably, others VINs) so they could avoid informing their consumers of recall notice. In order to compensate, they came up with the Customer Support Program that would allow Toyota owners to bring in their cars until 11/31/2019 to get it fixed. But again, by abstaining from an official recall notice, Toyota was not required to inform their consumers of this program. As of April 2020, there is now a closed class action lawsuit against Toyota for a "hazardous brake defect thought to affect hundreds of thousands of Toyota vehicles that reportedly caused the vehicle's braking system to completely fail, leading to high risk of crash, injury and potential fatality" (see attachment).
  
  Experience:
  I called Toyota through multiple rounds of agents and lines to speak with a senior agent who informed me that "Toyota's final position on this matter is that there is nothing more they can do legally to cover the costs of car repair." The senior agent argued that since the customer support program ended, its claims could not retroactively be applied towards my car and the recall was not applicable towards it. This was incredibly disappointing to hear since this seemed to be a frequent experience in the Toyota Prius community. Many individuals found themselves experiencing the same brake failures as me whose car models were also not included in the recall. At this time, I am seeking Toyota's cooperation with full coverage of repair costs of the brake system and responsibility.

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2022/11/02) */
  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.
  
  Toyota issued the ZJB customer support program providing coverage for the identified concern. The Guest's vehicle is beyond the Primary and Secondary coverage of this program. The customer has contacted the Toyota Brand Engagement Center and has been provided this position. Once the vehicle is outside of the Primary Expiration Date : 11/30/19 and Secondary Expiration Date : 08/24/19 or 150,000 miles, the cost of repairs becomes the owner's responsibility.
  
  In reviewing the case, we find that Toyota has met its obligations in regard to all expressly written warranties, and are unable to grant the Guest's request at this time. This represents Toyota's final position.

• Initial Complaint

  Date:10/24/2022

  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.

  At 9am on Friday, October 21, 2022, I was parking our 2021 Prius Prime and the brake pedal went all the way to the floor. As a result, the brakes failed and the car collided with the brick wall in front of us at our friend's house.
  
  The car is currently in the body shop for repairs. We do not feel safe driving this vehicle now, especially after seeing that Toyota vehicles have a history of brake malfunctions on top of the one we just personally experienced.
  

  Business Response

  Date: 03/07/2023

  Business Response /* (1000, 5, 2022/11/02) */
  We have reviewed the complaint filed by the Guest through our Brand Engagement Center. Per our records, we do not reflect any prior contact from the Guest to our Brand Engagement Center. We encourage the Guest to contact us at XXX-XXX-XXXX so we may further evaluate the Guest's concern.
  
  
  Consumer Response /* (3000, 7, 2022/11/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Working with Toyota now to have someone inspect the vehicle. Will report back once we make more progress on this case. Currently, the vehicle is in the body shop waiting for repairs and parts but Toyota hasn't yet reached out to the shop to inspect the vehicle. I'm in a holding pattern in the meantime.
  
  
  Business Response /* (4000, 10, 2022/11/11) */
  We have reviewed the follow up complaint from the guest and confirmed the Product Liability team has been in contact with the guest on case #XXXXXXXXXXXX. The customer has been advised that he should be receiving a response within 30 Calendar days after evaluation.
  
  
  Consumer Response /* (4200, 12, 2022/11/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We are still in the process of investigating and sorting out what happened. I'm waiting on a reply from Toyota's engineering and customer relations dept once that part of the process is complete. I'll update here on BBB to make sure this case stays intact in the meantime.
  
  
  Business Response /* (4000, 14, 2022/11/16) */
  The customer's feedback will be documented to their case and noted accordingly. Further contact related to the guest concern will be associated with Case # XXXXXXXXXXXX.
  
  
  Consumer Response /* (3000, 22, 2022/11/27) */
  ***Document Attached***
  the car indicates multiple safety issues via the app now.
  
  
  Business Response /* (4000, 24, 2022/12/07) */
  The customer should follow up with the Toyota Brand Engagement and refer to case # XXXXXXXXXXXX if they have further questions or concerns. A request for an update will be submitted by a Toyota Brand Engagement Advocate.

• Initial Complaint

  Date:10/24/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract to purchase a new vehicle with a delivery date. The vehicle is still not available after several delays. The issue, however, is not that the vehicle is late (I understand that delays occur), but that the quality of customer service is extremely low. I have been unable to get any updates from the dealership or Toyota regarding a revised ETA. This lack of communication is costing me money and time. It's unfortunate that a company will do everything they can to accommodate your purchase of a vehicle but won't stand by you after the fact with quality customer support. I advise any potential buyers of Toyota products to look elsewhere. The customer service of Toyota just isn't what it used to be. Don't let Toyota play off that the issue is the Dealership's responsibility. They bear Toyota's name and Toyota has a responsibility to ensure they and dealerships provide quality customer service.

  Business Response

  Date: 01/31/2023

  Business Response /* (1000, 5, 2022/11/08) */
  Good Morning,
  
  There is no guest information on this complaint. We respectfully ask for more informationation so we may further look into the guests concerns.

• Initial Complaint

  Date:09/23/2022

  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.

  Toyota has created a serious problem with its cars.
  With today's technology the ability to do remote operations with your car is to be expected.
  
  I own a Prius Prime and had such capability for four years. Toyota changed the app and connectivity to the car is no longer possible. I have waited a year for this to be corrected but that has not happened. I cannot remotely warm my car in winter or cool it in summer. The Entune by Toyota App provided these capabilities, but that was replaced by the Toyota App and now
  nothing works.
  Calls to customer service have been useless.
  In another case a new RAV4 cannot get connectivity as well.
  Please be aware of these issues as you make purchase decisions
  unless you prefer to run outside.

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/09/28) */
  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.
  
  Per our review of previous case the customer is not enrolled in connected services which is a subscription that will allow feature to be activated. Guest can contact Call X-XXX-XXX-XXXX and speak with a telematics advocate to further assist with concern but must be enrolled prior to connected services. EV Remote connect must be active in order to use guest desired function.

• Initial Complaint

  Date:09/02/2022

  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.

  I purchased a new Toyota Tacoma 1/31/2016. Color is white. the factory paint has been falling off around all of the door windows. It appears that there was never any primer protection because the paint falls off leaving the bare metal . Having experience as an automobile painter, there needs to be a primer coat for the paint to adhere to.
  The problem is that there is not primer coat and the truck was painted at the factory by painting the color over bare metal so the paint could not adhere to the surface and causing it to "fall" off the metal surface.
  This is poor workmanship and is a defect caused by the manufacturer.
  
  My advice to prospective buyers is "Don't buy any Toyota with the color white"! Toyota has repaired the white cars but refuses to repair the paint on the Toyota Tacoma with the exact same problem.

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/09/07) */
  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 complaint is related to a manufacturer's basic warranty concern. Vehicle is outside by time on the 3/36 Basic warranty.
  
  In reviewing the case, we find that Toyota has met its obligations in regard to all expressly written warranties, and are unable to grant the Guest's request at this time.
  
  The customer has also been provided this position by the Toyota Brand Engagement Center on case #XXXXXXXXXXXX.
  
  
  Consumer Response /* (3000, 7, 2022/09/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Toyota has a history of this problem on Toyota cars and have repaired the paint issue on cars that are years out of warranty. They choose not to honor the same paint defect on the Tacoma trucks.
  
  This is unacceptable!!!
  
  
  Business Response /* (4000, 9, 2022/09/12) */
  We have reviewed the follow-up complaint filed by the Guest.
  
  As we have indicated, the vehicle is beyond the 3 years or 36,000 mile warranty parameters. As such, Toyota would be unwilling to offer compensation for any related repairs to the vehicle. While we understand the dissatisfaction with this decision, it represents Toyota's final position on this matter.
  
  In reviewing the case, we find that Toyota has met its obligations in regard to all expressly written warranties, and are unable to grant the Guest's request at this time.
  
  The customer has also been provided this position by the Toyota Brand Engagement Center on case #XXXXXXXXXXXX.
  
  
  Consumer Response /* (4200, 11, 2022/09/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Why is Toyota repairing other Toyota cars with this problem and not Tacoma's with the same identical issue of the paint literally falling off because of poor paint preparation.
  
  Toyota cars out of warranty are being repaired for the same problem. Some cars are 4 to 5 years out of warranty and Toyota is repairing them.
  They could have the Tacoma problem repaired by Toyota's own body shops. I'm not looking for money, just fix the defect caused by the Toyota factory
  
  
  Business Response /* (4000, 13, 2022/09/15) */
  We have reviewed the follow-up complaint filed by the Guest. This additional feedback will be noted within the customer case.
  
  As previously stated inn reviewing the case, we find that Toyota has met its obligations in regard to all expressly written warranties, and are unable to grant the Guest's request at this time.
  
  
  Consumer Response /* (4200, 15, 2022/09/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Toyota has admitted the issues on the Toyota cars and refuses to cure the identical problem for the other models which include the Tacoma
  
  Please let them know that I will be consulting with an attorney to start a class action lawsuit.
  
  Thank you

• Initial Complaint

  Date:09/02/2022

  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.

  My complaint is in regards to the poor quality front bumper of the 2015 Toyota Corolla. I bought this Corolla brand new from the dealer. I am having issues with the front bumper alignment and staying connected. I have taken it to several body shops and they all tell me the same thing it is the port quality and the lack of restraints that Toyota did not put on the bumper. The dealer refuses to adjust this bumper and continues to say buy new retainers but the issue is these continue to break or come off. All the body shops say the same thing, this is a knows flaw but Toyota for these years and no solution for how to get it fixed.
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/09/19) */
  Good Afternoon,
  
  We do not show the guest has reached out to our Brand Engagement Center and recommend they call 800-331-4331 to further discuss their concerns.

• Initial Complaint

  Date:08/29/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted Toyota at the toll free number. I have sent in proof of an invoice that Toyota was supposed to be reimbursing me for. I have emailed Toyota and received an email confirmation. Still have not received my refund for messed up Toyota rims that I paid to get welded/repaired. Total was $300. I sent in the invoice and proof of my check clearing. I would love to get this resolved as it's been quite a while you all have left me waiting.
  

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/09/13) */
  Good Morning,
  
  May I please ask the guest to call 800-331-4331 to speak with a Brand Engagement Advocate? I am not showing a call since 2020, and we would like to see what we can do to further assist.

• Initial Complaint

  Date:08/22/2022

  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.

  While watching on national TV commercials from Toyota about lease and buy options. I went onto the official Toyota website (www.toyota.com) and navigated through their website. On the website there are offers on a Camry Hybrid with a 36month lease, 12,000 miles, $3,055 , $405/month.
  
  Then when prompted by the Toyota website to "Contact Dealer" the website then asks for personal information (first and last name, phone and email) then you are given an option to choose a dealer near your zip code. Once you submit to "Get a Quote" a sales person will call you, during the call you are told that the price on the website is "misleading" and that they can not give that price from the official Toyota website and or that offer is only with "participating dealerships.
  
  This is not a practice I have found specific with Toyota but with most if not all auto makers. To me this is known in the criminal world of "Bait and switch" , false and misleading to obtain your information with the knowledge that the price advertised will never be matched or even close to.
  
  Find it that such a large auto maker(s) are blatantly utilizing such false advertisement techniques with no fear of punishment or repercussions by our law makers that represent the people.
  
  I did not lose any money but as someone who felt the auto industry should have not been "bailed out" by tax dollars, I once again find the reasoning of my past feelings for the auto industry with todays practice.

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/08/25) */
  We have documented the feedback reported by the customer. Our dealers are individually owned and operated dealerships. They are also subject to their terms and conditions. We are sorry to learn of your experience during the sales' process and apologize for any inconvenience.
  
  We as the warrantor of the vehicle, do not get involved in the sales' or leasing process and therefore anything that was agreed upon by you and the dealership at the time of purchase must be resolved between the two respective parties, this includes sales negotiations and financing.
  
  The feedback will be documented at the Toyota Brand Engagement Center.