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 Kentucky, Inc.

  1001 Cherry Blossom Way Georgetown, KY 40324

• 

  Lexus-Division Of Toyota Motor Sales, USA, Inc

  450 E Diehl Rd Naperville, IL 60563

• 

  Toyota Motor Manufacturing Texas, Inc. (TMMT)

  1 Lone Star Pass San Antonio, TX 78264

• 

  Toyota Motor Credit Corp

  PO Box 882347 San Diego, CA 92168

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:07/22/2022

  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 own a 2010 Toyota Prius.
  I have been experiencing issues with brakes for last 4-5 years. Toyota has sent me a letter in 2019 suggesting that my car has faulty brake system and will be repaired free of charge at Toyota dealer. Unfortunately the local Toyota dealer initially told me that they have not received the extended warranty letter from Toyota yet. They suggested that issue I was experiencing was not serious and can be repaired in future once they have the extended warranty details from Toyota. Then they refused to work on my car multiple times unless I leave my car at the dealer multiple days. They told me to put the gear back on Park or re-start to car to turn the ABS light off as workaround.
  
  Last week I was at the dealer again. Service rep suggested that my car requires Brake system replacement. It would have been done free of charge if I had asked them before the end of 2021. Now I have to pay $4K-$5K if I want them to complete the repair. They suggested that the person whom I talked to prior is not working for them anymore. I contacted another Toyota dealer and explained the issue. They recommended me to contact Toyota Corporation customer care.
  
  So I reported the issue to Toyota Customer Care. Unfortunately they refused to provide any help. They stated that Toyota Dealer is a private company and Toyota Corporation can not take any responsibility for the bad customer service. They admit that they can see my service records in 2019. But they refuse to any help at all.
  
  I am very frustrated that my car had not repaired through warranty by the dealer. Now neither the dealer nor Toyota Customer care wants to make things right. I would be grateful if you can help me to revolve this issue.
  

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/07/26) */
  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 CSP Cert MY 2010 Prius, Prius PHV, Brake Booster and Brake Booster Pump Assemblies providing coverage for the identified concern. The Guest's vehicle is beyond the parameters of warranty for coverage. Once the vehicle is outside of the eligibility of warranty, the cost of repairs becomes the owner's responsibility.
  
  In reviewing the case, we find that Toyota has met its obligations in regard to all expressly written warranties, and are unable to grant the Guest's request at this time. Position has been provided to the guest on CASE#XXXXXXXXXXXX by our Brand Engagement Center.
  
  
  Consumer Response /* (3000, 7, 2022/07/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept the response for below reason:
  1- Toyota admits that my car should have been repaired through extended warranty. Because the brake assembly used on my car was faulty. I had received the notice for this issue from Toyota back in 2019 suggesting brake assembly will be repaired/replaced free of charge.
  2- Toyota dealer (Toyota Pasadena) had diagnosed the issue back in 2019 on my car and identified it as faulty brake assembly. However service staff refused to repair the car through extended warranty even when I showed him the letter sent by Toyota. His reason was their dealer did not received the notice from Toyota yet.
  3- I visited the Toyota dealer (Toyota Pasadena) multiple times after my 2019 visit for regular maintenance. I was told that my brake assembly is indeed faulty, but dealer had extremely high work load and they did not have the required parts in stock. Therefore they did not complete the repair. They also told me to put gear on Park and back to Drive to get rid off ABS VCS error light when it happens.
  4- On my recent visit to the dealer, I was told that my car should have been fixed before the end of 2020. Now it cannot be repaired through extended warranty anymore. Therefore I need to pay $4000-$5000 out of pocket for this repair.
  5- I contacted another Toyota dealer (Toyota West Covina) where I originally purchased the car. I explained the issue and asked for advise. They told me that other people experienced similar issues with Toyota Pasadena and I should report it to Toyota Customer care and get my issue repaired through extended warranty. Because I brought the car to the Toyota Pasadena and they did not repair it. Therefore I should not be punished for dealer not doing their job.
  6- Toyota customer care listened to my story. But they said that they are not responsible for dealer not repairing my car when I brought it there for repair. They argue that Toyota Pasadena does not represent Toyota Corporation. It is a private company and Toyota Corporation will not take any responsibility.
  
  
  Business Response /* (4000, 9, 2022/07/29) */
  We have reviewed the follow-up complaint filed by the Guest.
  
  As we have indicated, the vehicle is beyond the CSP ZJB 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. Guest has been provided a position by our Brand Engagement Center on Case #XXXXXXXXXXXX
  
  
  Consumer Response /* (4200, 11, 2022/08/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Toyota did not take responsibility for what their dealer failed to do

• Initial Complaint

  Date:07/19/2022

  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.

  We purchased a 2018 Toyota Tundra only 1 year ago and since we have purchased it the vehicle has suffered from several maintenance issues that we have made Toyota aware of. This vehicle has only 50,000 and has been fully inspected by Toyotas maintenance supposably. Now we are having another issue where I was put in an incredibly dangerous situation because the steering column broke off while I was driving in the city and I suddenly couldn't steer the vehicle. It makes zero sense for a steering column to brake off on a vehicle that is only a few years old and was given a clean Maintanence check by Toyota when clearly they never check the steering column. There is a recall on the power steering and when we took it in for a recall and had the steering column looked at the maintenance guy said we can change it out eventually but not to worry because it's not like it's going to break off or anything and he said to call Toyota because they should help because it made zero sense for newer vehicle to be having so many issues. We were told Toyota trucks will last forever and this vehicle hasn't even lasted a year. We paid for the warranty that they told us to and that isn't helping and neither is Toyota. It is not okay for Toyota to sell us a truck and give us Maintanence guarantees and then put my families life in danger and take zero responsibility when this is a clear manufacturing issue. We have a manufacturing warranty up until 60,000 miles and they are not accepting this to cover for this issue. Toyota needs to figure out why one of their newer trucks had a steering wheel completely break off while driving and correct the issue because this could have harmed so many people and we lay thousands of dollars every month on our vehicle so this should not be happening. We spoke with Toyotas corporate manager is Isreal and he did nothing help us.

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 13, 2022/07/28) */
  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 800-331-4331 so we may further evaluate the Guest's concern.

• Initial Complaint

  Date:07/19/2022

  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 brand new Toyota in 2018, upon receiving the vehicle I had 8 miles on the vehicle, monthly payments were made. All of a sudden the vehicle started to light up on the dashboard. Took it back to Toyota they said they fixed the problem, but the vehicle keep doing the same. I have not been in possession of the vehicle since may 30. Toyota have the vehicle, but they want me to pay for it. They keep saying the vehicle has 136 000 miles on it, but what is the purpose of having the vehicle?

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/07/22) */
  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.
  
  In reviewing the case, we find that Toyota has met its obligations in regards to all expressly written warranties, and are unable to grant the customer's request at this time. Customer has been provided follow up information on case #XXXXXXXXXXXX.
  
  We encourage the customer to contact us at 800-331-4331 so we may further evaluate the customer's concern or answer any additional questions regarding his complaint.