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:05/30/2025

  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.

  Purchased a vehicle in April 2025, sold the vehicle 1 month later. The dealership added several products to my loan and the attempts to cancel the products with the Finance ****** ******* have been unsuccessful. I've emailed him various times, attempted to call him several times, I have included all the managers including the ** in my emails and still no resolution. They have avoided acknowledging my emails or taking my phone calls. Several weeks of attempting the cancellation of these products, I submitted the ****** letter and signed the cancellation documents and emailed them without any assistance in processing.

  Business Response

  Date: 06/05/2025

  Good afternoon,

  Gabe spoke with Mr. ****** yesterday at 3:30. **** explained that the process takes a few weeks,as the cancellation was signed on May 28th. **** called **** in accounting yesterday as well to ensure everything is being processed. See attached documentation.

• Initial Complaint

  Date:02/03/2025

  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 truck in this dealership, but the service is so bad that i decided to cancel my warranty. I've been trying to cancel this warranty since November 11th of 2024 and all i get is excuses. I tried calling directly to the company responsible for the warranty and they told me that they sent the check but it hasn't been processed yet. So i don't know what's going on

  Business Response

  Date: 02/11/2025

  Hello,

  We have confirmed that the cancellation was processed in December and the refund went back to the lienholder, in this case, Toyota. 

  The customer might not understand that the refund goes to the lienholder.  It wont lower their payments, but it will reduce the number of payments.  Many customers expect a check if they don't understand this process.

  Thank you,

  ******

• Initial Complaint

  Date:01/14/2025

  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 dropped my Toyota Grand Highlander 2024 with the service department to get a piece in my car fixed under warranty. I also want to clarify my intention was to never leave my car in their possession. The only two technicians that could take care of the seats called out of work. I also was suppose to get a clear coat on my hood which apparently wasnt part of my appointment even though my husband confirmed it was on my appointment schedule. He confirmed days before my appointment. Therefore I had only planned on waiting for my car. When I picked my vehicle up there was a small dent on the right side of the back passenger door. They said they have no proof it was their staff, so they wont be taking care of it. They also said I have no proof it wasnt me that dented my vehicle so they would not be taking care of it.

  Business Response

  Date: 01/20/2025

  Good afternoon,
  

  ******* ***** purchased this vehicle on 10/25/2023 and returned to the dealership in December of 2023 stating that there were scratches on the hood since delivery date.  The dealership took care of the scratches and advised that we cannot re apply ceramic coating until the clear coat properly cures.  ******* had a few other small trim piece issues and minor service in February and November of 2024.  Saturday January 11, 2025, ******* visited the dealership to have the ceramic coating reapplied from December of ************************************************************************ the loaner due to a stuck headrest and a very small dent that she failed to mention to us until it was time for pickup.  We addressed all of her concerns and advised that we would not be taking care of the small ding on her passenger rear door.  

  Thank you,

  Toyota of Woodbridge

• Initial Complaint

  Date:12/15/2024

  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 wrote this message because I feel like I was being lied to and I don't feel like the manager ****** is being honest. 

  ******** ***********

   

  ******************

   

  Woodbridge, VA 22191

   

  **************************************

   

  ************

   

   

   

  12/27/2024

   

   

   

  Customer Relations 

   

  Ourisman Automotive Group 

   

   

   

  Dear Ourisman Corporate Office,

   

   

   

  I hope this letter finds you well. I am writing to express my dissatisfaction with the treatment I have received from Toyota of Woodbridge, located at **********************************************************************. As a loyal customer of ********************** for over five years, I am deeply troubled by my recent experiences, which I believe reflect not only poor customer service but also direct discrimination based on my ***, race, and age.

   

   

   

  I want to bring to your attention that I have limited knowledge about automobiles, which unfortunately places me at a disadvantage and can be considered a disability in this context. This has made me feel vulnerable and has contributed to my feelings of harassment as my concerns have been repeatedly ignored. The negligence I have faced has placed me in ***** way, jeopardizing my safety and that of others on the road, as well as my livelihood.

   

   

   

  Additionally, I am concerned about the possibility of being subjected to pressure tactics by Springfield Toyota. I was advised that my vehicle required calipers, but after having repairs done at Woodbridge, I was not informed whether the calipers were replaced. During my conversation with ******, the manager at Woodbridge Toyota, he claimed that my brakes were made with extra metal, which has raised significant doubts in my mind. I have not found any complaints from other customers regarding brakes made with extra metal, leading me to question the validity of his statement.

   

   

   

  The treatment I have received has been the worst I have ever experienced, and I feel dismissed, abused, and exploited. The lack of response to my concerns over the past two months has caused significant stress, increased my blood pressure, and led to sleepless nights and anxiety attacks. I have made numerous attempts to contact customer service regarding these issues, but to no avail.

   

   

   

  Below is a timeline of my interactions regarding my brake issues:

   

   

   

  - **10/12/2024:** Front brakes and rotors replaced.

   

  - **10/14/2024:** Brake inspection.

   

  - **10/17/2024:** Contacted CSR expressing frustration; manager notified.

   

  - **10/26/2024:** Brakes inspected again; requested a refund.

   

  - **10/30/2024:** Notified Toyota CSR of ongoing dissatisfaction.

   

  - **11/5/2024:** Reported brake noise; requested a call.

   

  - **11/6/2024:** Management notified again by CSR.

   

  - **11/16/2024:** Followed up with CSR; no response received.

   

  - **11/19/2024:** ******************** contact information; no response.

   

  - **11/21/2024:** Spoke with ******* regarding ongoing brake issues.

   

  - **12/14/2024:** Took my car to *********** as per Toyota headquarters' directive.

   

  - **12/16/2024:** Followed up with CSR; no response received.

  I am reaching out in hopes that you will take my concerns seriously and facilitate a resolution to this situation. I do not believe this is the standard of service you wish to provide to your customers. Please have someone contact me at your earliest convenience, as I am eager to have this matter rectified.

  back in the following week for them to fix my breaks and as soon as I got in the car I texted the service *** I had and let him know I want a refund. It is now a month later and I am still dealing with issues. I dont feel comfortable driving my car at all. I wrote this complaint and sent it to Toyota corporate office and the corporate office set me up with an appointment with Toyota of ***********, **. I took my car to them for them to look at it and get found that both my calipers are over heating and damaging the brakes and rotors and they think I need to ***lace the calipers, brakes and the rotors. I'm not a mechanic but I could tell something wasn't right from the first day I picked up my car. I'm trying to hard not to have a breakdown. I would like them to do everything ***********, VA recommended with all new parts.

  Business Response

  Date: 12/27/2024

  Hello,

  As stated by the customer in her letter, she came to our service department for a concern with her brakes and we replaced the front brakes on 10/12/24.  She returned on 10/15/24 stating that they did not feel right and wanted them checked.  At that time, we had our shop ******* road test the vehicle for over 15 miles to confirm that brake repair had been completed properly. Over the course of the road test, he felt/heard nothing unusual and the vehicle was returned to the customer.  Our customer returned on 10/26/24 with the concern of a squealing noise and the brakes were inspected again by our shop ******* and he did find any issues with brakes.  Because the customer continued to have concerns with the brakes, she was advised to take the vehicle to another local Toyota dealer. That dealer advised that the brake calipers were overheating and needed to be replaced.  Once we were notified that the other dealer had recommended further repair, we reached out to the customer and had her bring the vehicle in for service on 12/18/24 and we provided her with a loaner vehicle. The vehicle was inspected again by our shop ******* and another Toyota Master Diagnostic Technician.  Both master technicians did confirm some squealing when brakes were applied on initial morning road test, however, after a thorough inspection, there were no signs of any issued with the brake calipers, no signs of overheating or sticking caliper slide pins.  
  
  Genuine Toyota parts were installed on her initial visit when the brakes were replaced on 10/12/24. In addition, under warranty, our dealership replaced her front brake rotors and front brake pads using Genuine Toyota parts.  The customer road tested the vehicle with our Service Director and stated that the brake felt fine.  Vehicle was released to the customer.

  Thank you,

  ****** *******

  Customer Answer

  Date: 12/31/2024

  The brakes are still squeaking.  This is not resolved.  

• Initial Complaint

  Date:11/03/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22508742
  
  I am rejecting this response because:
  
  I still have not received confirmation nor a refund from the policy being cancelled. Once I see the money, I can accept the response.
  
  Regards,
  
  ****** *********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 11/17/2024

  This warranty has been cancelled as 11/14/2024 and a refund has been sent to Toyota Financial.
  
   
  
  We sincerely apologize for the poor customer experience that Mr. ********* has received.

  Business Response

  Date: 02/11/2025

  The business provided BBB with proof the refund was applied to the consumers Toyota Motor Credit account in the amount of $3936.00.

  Customer Answer

  Date: 02/11/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *********
  
  

• Initial Complaint

  Date:10/12/2024

  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 toyota rav4 on 2AUG24. I felt like i was overcharged after I signed the contract so I have been trying to cancel my extended warranty and gap insurance. I have tried to calling, emailing, messaging on their website, and they kept tossing the ***** around and wasting my time. I was really angry so I left a bad review and they emailed me the next day with the cancellation form for me to sign. Finally. I have signed the form and asked how long it would take to process the cancellation. They told me 4-6 weeks. I submitted the form on 21AUG24. I emailed 11OCT24 for a follow up on the cancellation because my pay off amount has not been updated and they are wasting my time to refinance to a lower interest rate. No response. So I called Toyota ***************** to check on my status of the gap and warranty. They told me that it is still active. I asked them about the number for the companies that does gap cancellation and warranty cancellations. They said it will take another 2 weeks. So the dealer not only wasted my time by not helping me when i tried to contact them, but also did not submit my cancellation as they promised. I made my first payment on 16SEP24 bc i thought i would give them time and before i make my second payment I should be able to have it cancelled so I can refinance. However, they literally lied and wasted my time to refinance and now I have to make my second payment by 16OCT24. I would like to file a claim against the business for a refund before the 16OCT24.

  Business Response

  Date: 11/05/2024

  Good morning,

  All products were cancelled as of October 15, 2024. The customer should receive a refund via **** from the warranty company. We apologize for the inconvenience. We are looking into the delay that occurred between the time the customer requested the cancellation and the time that the products were cancelled, and it will be addressed with the parties involved.

  Thank you,

  Nicole 

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21686180
  
  I am rejecting this response because:
  They should be more honest when selling a vehicle, because I was told it would take 3 to 5 months to get the extra key. If I had known this I would not bought this vehicle at this dealer. 
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/16/2024

  Good morning,

  The key is not available yet, this is a Toyota problem not a Toyota Woodbridge problem.  We are tracking the availability via Toyota and as soon as the key is available, we will reach out to ********************. We have informed the client of this as well.

  Thank you,
  

  ******
  
  *********************************
  Service Director
  Toyota of Woodbridge

  Business Response

  Date: 05/20/2024

  Friday, May 17, 2024

  Dear BBB, I spoke with the customer this evening and informed him his second key is still unavailable from Toyota Motors. Second Keys have been significantly delayed due to a chip shortage and unfortunately our dealership has no control over manufacturer delays. I did inform the customer he has some options that can assist him in the mean time:
  
  Use the digital key option available to setup on his phone and use as a second key.
  Contact Toyota ************* to provide assistance on providing a second key with an estimated time frame for delivery.
  
  
  *****************************
  General Manager
  Toyota of Woodbridge

  Customer Answer

  Date: 05/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  
  

• Initial Complaint

  Date:05/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I appreciate the opportunity to respond to Mr. ***************** recollection of the events, and help correct the record.  I agree with his assessment that he did complete the ****** mile service the next day, as he stated, which I greatly appreciated.  To reiterate, I had 2 issues (not 10) that I had been patiently dealing with for about 10 months.  I didnt forget speaking to Mr. **********, as he mischaracterized.  However, I admit I was confused as I spoke to at least 8 people from the service department, at least 5 of which called me.  So, yes, without an org chart, I was very confused who had the ball with so many hands in the pot, with varying answers such as no documentation the issues ever existed, no parts were ever ordered the previous times the repairs werent made, etc.  But what they all had in common was that my ****** mile service was due.  And the constant response for it not being done, despite being brought in at ****** miles is its the customers fault.  While I appreciate the work being done, my concerns are valid.   t taking care of a repair isnt the customer's fault, and exaggerating the number of problems doesnt make it better, it just makes Toyota look unreliable if you claim a car with 15k miles has 10 other problems.  This complaint was submitted not because the work wasnt done, it was submitted because I was blamed for it not being completed.  

  Regards,
  
  ***********************
  

  
  ervice. Also, I asked to do an oil change which he said would be covered since I have Toyota care. I reminded him that was at 20k and I am at 15k, which he acknowledged. The reason for all this explanation is because I checked my invoice, and the 15k service wasnt done after having my car for 4 days. He claims we never talked about it and is blaming me for it not being done. First, we absolutely did and several people claimed they wrote it in the notes in various conversations. Second, even if he doesnt remember anything (hard to believe), isnt the job of a service advisor to be to recommend whats needed? At ******, that doesnt make him think maybe the 15k service should be done? Im at a loss at the level of incompetence Ive dealt with over minor issues with this dealership, and the dealership is almost an hour away in traffic, so now Ill have to make a 3rd trip for them to do something they negligently didnt do in 4 days, and their appointments are never timely.

  Business Response

  Date: 05/13/2024

  The day after this happened, I called the customer and sent a ****** to his office in **********,picked up the vehicle and serviced it.  We dropped it back at his office two hours later.  He also had about ten other complaints and problems that needed to be addressed, which we did as well on the first visit.  I also spoke to this customer prior to him just showing up and gave him my cell phone number to call me personally and let me know when he wanted to come in.  **** also emailed him and offered to assist in which he told me he forgot.  The customer and vehicle have been taken care of. 

  Thank you,
  
  *********************************
  Service Director
  Toyota of Woodbridge
  NOVA ************************* Chair
  ************

• Initial Complaint

  Date:04/03/2024

  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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21526498
  
  I am rejecting this response because:  This dealer knew that the car was heavily rustic but they did not disclose to the customer.  The car was not only rustic at the hinges.  It was heavily rustic under the rug.  Car was not oxidized as stated.  The water damaged the car and under the car.  They also stole $4,000 that customer strongly refuse to buy fidelity warranty at the time of signing the contract.  I have to call them many time to have it removed and they promised to remove but it still nothing happened.
  
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  
  my car back.Of course,I will take them to court for AUTO FRAUD, MISREPRESENTATION, DISHONEST

  Business Response

  Date: 04/23/2024

  --------- Forwarded message ---------
  From: ******************************* <**********************************************************>
  Date: Friday, April 19, 2024 at 1:38:21 PM UTC-4
  Subject: Case ID = ******** *********************
  To: *********************************** <***********************************>
  Cc: *************************** <******************************************************>, ********************************* <************************************************************>
  

  
  
  

  To whom it may concern, **************** contacted me after his purchase and indicated he thought his Sienna he had purchased had flood damage. I indicated that was impossible since the vehicle went through ******** inspection and had a clear Carfax report. I offered for him to bring in the vehicle and we would reinspect the vehicle as a courtesy and offered to cancel any products he had second thoughts about as well. **************** brought in the ****** and showed us Oxidized hinges on the Middle and rear seats, no oxidation or rust on any lower areas of the Sienna, the oxidation was isolated to the hinges on the Middle and rear seats. We offered **************** a loaner vehicle at no cost and indicated to him we would conduct a full re-inspection of the Sienna. Our inspection resulted in no indications of flood damage and only oxidation of the hinges on the 2 rear seats. Our service Manager immediately contacted a Toyota Field Technical Specialist to set up an inspection by Toyota on April 10th. Toyota inspected the Sienna and agreed that NO flood damage was indicated but they have seen oxidation on the seat hinged in other cases due to it being untreated metal. As a result of Toyotas inspection, Toyota has agreed to cover the replacement of the middle row hinges and Toyota of Woodbridge as a courtesy will replace the rear row at no cost to the customer.

  
  

  Mr. ******************* contact me or our Service Director ********************************* to special order the parts to be installed at his convenience.

  
  

  
  

  Sincerely,

  *****************************

  General Manager

  Toyota of Woodbridge

  Business Response

  Date: 05/01/2024

  ---------- Forwarded message ---------
  From: ******************************* <**********************************************************>
  Date: Monday, April 29, 2024 at 6:07:04 PM UTC-4
  Subject: Case-21526498
  To: *********************************** <***********************************>
  Cc: *************************** <******************************************************>
  

  
  
  

  BBB, Our dealership inspection of the customers Sienna indicated oxidation on the seat hinges in the Middle and Rear seats only. This evaluation was per our Service Director and confirmed by the Toyota Field technical specialist after the inspection was conducted on April 10^th, 2024. We have offered to replace the seat hinges at no cost to the customer.

  
  

  If the customer wishes to cancel his Fidelity warranty all he has to do is come into the dealership and sign a cancellation form and it will be procced immediately.

  
  

  
  

  *****************************

  General Manager

  Toyota of Woodbridge

  Customer Answer

  Date: 05/01/2024

  Dear Mr. ****,

  would you spend $61,000 for a rustic car?  If you are honest to disclose the defect upfront to the customer then it would be no issue. Your dealer is lying, deceiving the customer.  You will definitely hear from me in court.

  regard to the Fidelity warranty.  I signed the form with ****** and **************** 3 days after purchased but they have done nothing. I called each day, texted each day to them but no answers.  Your dealer is really irresponsible.  What ashame!

   
   Complaint: 21526498
  
  I am rejecting this response because:
  
  
  Regards,
  
  *********************