Complaints

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:01/07/2024

  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 4Runner. We were going to do a wire transfer for the down payment but the banks were closed so we wrote a check for $26,000. The wire transfer got sent anyway for $23,500. We immediately attempted to fix the situation. I called, said we needed to talk to **** in finance, expressed to the receptionist the situation, we got sent to ***** voicemail multiple times. I didnt hear back. We were finally able to get ahold of **** the next day after multiple calls and demands that we speak to him now. He was very evasive when speaking to me and said he knew nothing. He also let me know that he switched my loan from AFCU to Toyota finance. We already signed all the paperwork, deal was done. Not once did he ask permission to do this. **** said he would see what he could do about the duplicate payment. We didnt hear back. We called the dealership, the receptionist knew who I was and hung up on me 3 separate times. I had a friend call back for me, she said we needed a response back on the issue within 15 minutes or we were sending our attorney and the authorities over there. We still didnt hear back. I finally received an email from ****. He said he would cut a check and who could he make it out to. There was a clear understanding the check would be ready to pick up from the dealership at 5:00pm. My dad co-signed so he went to pick up the check because it was clear they didnt want to assist me. He went, the receptionist and ****, said they knew nothing about a check needing to be picked up. My dad left and he called a woman from the main Toyota office. She fixed the situation almost immediately. Got our $26,000 back the following Monday. We also discovered that two weeks following the deal that they were STILL running my credit. This is also something they claim no responsibility for. We STILL have no answer as to why we have a loan through Toyota Finance and not AFCU. We still havent been able to verify the interest rate on this loan through Toyota.

  

  Business Response

  Date: 01/15/2024

  We are sorry to hear that the purchase of the new 4Runner for *************** did not go as well as either of us would expect.   Our intentions were never to avoid her or her phone calls after the mix up with her bank.  We have addressed the receptionist situations and appropriate disciplinary actions have been taken. 

  As for the bank loan, Toyota Financial was used for the finance because AFCU would not approve the loan without more money down.  The loan amount, payment and interest never changed from the paperwork **************** had signed.   The loan contract she signed was a valid contract for any banked used and did not specify AFCU.  That is why no further signatures or paperwork was needed.  Brent Brown Toyota nor any of our lenders have continued to run ******************** credit after the loan was installed with Toyota Financial.   She may have received credit decision notices by mail or email a week or more after the loan was secured, but those were based off of the initial checks that were made in an effort to secure the best possible rates and term for the customer. 

  Once again we are sorry that the purchase of the 4Runner was not a smoother one and would be more than happy to address any further questions or concerns that remain. 

   

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint centers on the inadequate handling of our situation from the Service Center, but also misleading tactics from the finance agent relating to warranties.
  
  At the time of purchase, the finance agent failed to present extra warranties as optional choices. We were never asked if we wanted them or not; instead, it felt obligatory. When we inquired about the potential extra cost, the agent evaded the question, leaving us uninformed about the additional expenses.
  
  On Oct 1, 2022, during an oil change, we were directed to Drew B***** from the Service Center to inquire about warranty coverage for a dent caused by freeway debris. After he took pictures, Mr. B***** confidently expressed he believed the dent damage should be covered. He just needed to research paint coverage. Between Oct and Dec, we were told damages would be covered, and he just needed to set an appointment.
  
  Our attempts to contact Mr. B***** over the following months, were consistently met with silence or avoidance.
  During another attempt in June 2023 to seek help from someone else, we were told WE had to contact the warranty company for approval—a detail we had never been told and later proved to be incorrect.
  
  Aug 21, I personally went to the service center. Mr. B***** backtracked on his previous assurances, expressing doubt about coverage, contradicting his earlier statements.
  
  Subsequent attempts for updates proved futile, with our messages going unanswered or unresolved. Despite promises made by Mr. B***** to escalate the matter with his service manager.
  
  Oct 2, we told Mr. B***** if a resolution wasn't reached, we would be have to file a complaint. No response.
  
  Oct 13, we took the initiative to call the service center directly and speak with the service and drive managers. Promises were made to address the issue promptly. To date, we have not received any follow up.
  
  We implore the BBB to investigate this matter and hold Brent Brown Toyota accountable for their actions.

  

  Business Response

  Date: 12/04/2023

  First and foremost we would like to apologize for the lack of communication from our staff and will make excuses for the poor customer service on that end. 

  We would first like to address the allegations that "misleading tactics" were used relating to the purchase of extra warranties.   We always disclose that additional coverage for vehicles is optional.  The customer is also presented with a copy of the contract to read and agree before signing.  The ******'  presented with and signed a copy of the contract they are referring to, which clearly list the terms & conditions, that the contract is "optional, cancellable, and is not a condition of credit"  and the price is clearly listed on it. They were also provided a copy of the contract in their paperwork when they purchased the vehicle. Please see attached. 

  After reviewing the provided text messages, we see nowhere that any employee guaranteed coverage of any damages to their vehicle, as they are aware the dealership is unable to issue approval of coverage on such contracts.  The employee did make a mistake in offering to notify the Total Care Auto of the damage and seek and approval, as they should have advised the customer to contact them directly.  The customers contract does states that they must notify Total Care Auto "within sixty (60) day from the date of damage occurs;". If the customer will contact Total Care Auto and they state that the damage on the vehicle would have been covered damage under the contract, had it been reported within 60 days, Brent Brown Toyota will pay for the repair, due to our staff misdirecting the customer and causing the reporting window to be missed.  But only if the damage is under the listed coverage of Total Care Auto contract # ************.   However, if the damage does not qualify under the customers contract, had it been reported within 60 days, the customer will be responsible to for the repairs. 

  Customer Answer

  Date: 12/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  "Thank you for your response to our complaint. We appreciate your efforts to address our concerns; however, after careful consideration, we must express our dissatisfaction and respectfully reject the proposed resolution.

  
  Firstly, we would like to highlight that Mr. ******'s response about coverage approval was conveyed through a phone call. In our text on Dec. 6th, 2022, we stated that Mr. ****** had informed us the damage was covered, and his subsequent reply did not contest or correct this assertion. The lack of clarification from Mr. ****** to subsequent messages (prior to our August 2023 encounter), implies an understanding on his part that the damage was indeed covered.
  
  Secondly, a point mentioned in our initial complaint - a phone call on June 14th, 2023, led to an employee instructing us to contact the warranty company for approval—a requirement not communicated to us before. Despite our attempts to reach out to the warranty company, we received no response. During our visit to the Service Center on August 21, 2023, we were informed that this information was incorrect, and it was unnecessary for us to contact the warranty company.
  
  Moreover, during the August encounter, Mr. ****** took pictures of other minor scratches (unrelated to the initial damage) at his own initiative, assuring us that they would be addressed. At no point during him discussing these scratches were we informed of a 60-day reporting window or the necessity to contact the warranty company for these additional damages.
  
  Lastly, we emphasize that we sought guidance from Brent Brown Toyota regarding the warranties, which were purchased through your dealership. Unfortunately, we were consistently misinformed, misguided, and ignored. Given the constant contradictions and misinformation throughout this entire ordeal, we reaffirm that the damages to our vehicle should be repaired at no cost to us, regardless of whether the warranty would have covered them had they been reported correctly within the allotted time frame.
  
  We implore Brent Brown Toyota to reconsider a more satisfactory resolution that acknowledges the miscommunication and inconsistencies we have faced, and addresses the damages to our vehicle without further financial burden on our part."
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 12/15/2023

  We are sorry that you feel it necessary to reject our offer.   We understand the frustration in the lack of communication on our staff's part and do not excuse it, however that does not justify the dealership covering any damages to the vehicle which are not under warranty or contract coverage.  There is a shared responsibility in this situation.  We sell hundreds of vehicles a year with multiple different coverage options. It is not possible for our employees to quote specific coverage on any one vehicle without that customers contracts.  We will always to try to assist the customer in making any claims on coverage they have purchased.  However, it is also the customers responsibility to review their coverage and follow the claims process as listed on their contract. Once again, we are absolutely willing to cover any repairs that the customers contract does not cover due to the reporting window being missed, as a goodwill effort, but we are not willing to cover damages the dealership had no part in causing and the customer never purchased coverage for.   

• Initial Complaint

  Date:11/01/2023

  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 2017 Toyota Sienna that was a certified used vehicle and during the test drive we noticed a slight pop noise on some turns. We were informed not to worry because it was a certified Toyota and we planned on purchasing the extended warranty so if it becomes an issue it would be covered. Fast forward 11 months when I notice the clicking almost every time I turn ( I drive a company vehicle, my wife primarily drives the sienna ). I had my wife take it in and they determined after a day of testing they felt it was the strut and nothing was covered by warranty. So I was charged 170$ for a diagnostic test and left with out resolution. I spoke with the floor representative and was assured someone would reach out to me to discuss and resolve the issue, that never happened. Poor representation for a company that advertises bending over backwards for their customer.

  

  Business Response

  Date: 11/21/2023

  Dealer has spoken with customer and agreed on a one time good will repair of the front struts.   Parts have been ordered and are anticipated to arrive on Nov. 27th 2023