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:11/01/2024

  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.

  On August 15, 2024, I picked up my vehicle following routine maintenance. A salesman said he had a vehicle that I would be interested in because we had talked about it previously. I liked the vehicle he showed me, and he then took me to the business manager to discuss financing. I was told that I qualified to finance the vehicle and that the payment would be less than $600 per month. However, I later learned that the payment was in fact $727 per month and that by their own criteria, I in no way qualified for any financing, especially since my total income is only $841 per month from Social Security. They also charged me *****% interest, when, if I were otherwise qualified, I should have only been charged a rate of about 9.74% based on my credit score. All of this was new to me - a former paralegal reviewed my documents and said that it appears to be a clear case of exploitation of a senior, female, Native minority, first-time car buyer who is going through a divorce. The paralegal wrote a detailed four-page analysis of the transaction and scanned the finance documents, which I have attached.

  Business Response

  Date: 11/10/2024

  BBB,

  I wanted to respond by offering assistance in anyway to resolve Mrs. ******** complaints. We have reach out her t times by phone and email and are waiting for her to set up a time for her to come in and sit down with me to help in anyway. I will leave my contact info below to make sure this is completed.

  Thank you,

  **** *****

  General Manager Toyota of Tri-cities

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

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

• Initial Complaint

  Date:03/04/2024

  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.

  On June 2023 I took my 2011 Toyota Highlander in for so hesitation in acceleration. **** was my technician advisor. It was diagnosed with metal shards in the transmission, needing transmission replaced. Repair was done $6700 dollars paid for services. 2 week later I took my car in for leaking transmission fluid. Took it back in and they found the transfer case was filed with transmission fluid instead of gear oil and was told it was over filled and leaking. Fluids were all drained and replaced correctly. 2 weeks later noticed a small leak again but had moved out of state. Moved to area without Toyota dealership so had local mechanic check fluid levels- he stated transmission fluid leak and need to travel to dealership. Taken to Another Toyota dealership that felt warranty should cover repairs. Contacted ************************* service manager in October to discuss warranty he stated covered anywhere in *************. But that since its not an internal issue he wont cover any expenses incurred with this repair of leaking seals, and that the work guarantee can not be honored at another dealership. Now expected to pay $3000 for a service that was done poorly with a serious lack of attention to detail if the cant even put in the right fluids. Disappointed in their poor workmanship and lack of oversight and follow through.

  Business Response

  Date: 03/08/2024

  *******, 
  
  Thank you for bringing your concerns to our attention. I know you had previously been in contact with our Service Manager and were not able to come to a satisfactory resolution. Upon receiving this complaint, I sat down with the Service Manager and General Manager to discuss your situation. They are currently speaking with the management staff at ******* Toyota and are also in conversations with Toyota Corporate to see if they can secure any warranty or goodwill assistance for this repair. Rest assured I will update you as soon as I have any updates. Please feel free to reach out in the meantime if you have any questions or concerns. 
  
  Thank you, 
  ************************;
  Toyota of Tri-Cities 
  Customer Relations Manager 
  ************* 
  

• Initial Complaint

  Date:09/22/2023

  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.

  On 09/08/2022, my wife and I placed a deposit on a custom ordered white Toyota sequoia trd pro. We have received regular updates from the sales representatives that repeatedly told us we were the first in line in the tri cities to get a white Toyota sequoia. This week we saw on their webpage that the our custom ordered sequoia was en route to the dealership. Excited after waiting a year, we reached out to the sales team to get more details. We were told that yes, it was the vehicle we ordered and was allocated to us. However, we were then told that the owner of Toyota of Tricities, *********************, decided to take our vehicle for himself to sell to a friend. This is completely unethical/unprofessional. On 09/21/2023, we went to dealership and were told that the owner made a third party deal with the vehicle that was allocated to us. We reached out to other major Toyota dealerships to explain what we were told and they informed us these third party/courtesy deals do not exist and we were completely lied to. The sales team also told us of the owners unethical behavior but that hes the owner so their hands were tied.

  Business Response

  Date: 10/23/2023

  ******* was made to previous dealer on Sept 8, 2022. Refund of original deposit was issued  by check Sept 22, 2023.

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20639911
  
  I am rejecting this response because their response did not address the complaint whatsoever. We wait over a year for a car that we placed a deposit for and signed a contract and when the exact car we ordered gets allocated to the store, the new owner decides to keep it for himself. Ridiculous. 
  
  *************************

  Business Response

  Date: 10/27/2023

  ******* returned.  

• 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 had my SUV worked on at Toyota of Tri-Cities and had to leave the vehicle at that location for Thursday, Friday, Saturday, Sunday and Monday and picked vehicle up on Tuesday when the job was done! I was taking stuff out of my vehicle and a Service Advisor told me my items would be SAFE and nothing will be taken out of my car. So, since Service Advisor said this, I thought okay it will be SAFE and left my belongings. When I got my vehicle back on Tuesday, I cleaned the outside of the vehicle and then didn't drive the next day. On Thursday the 1st of September 2022 I went to get my calculator and it was missing and called Toyota and left a message with a service advisor for their Manager ******* to call and never received a call and after three messages and no calls back called once again and spoke with a ******** Service Agent for ********************** and they said they had talked to mechanic and ******* and they never took this item, but I know they did because that was the last item LOOKED AT before I gave the keys to Service Advisor ***. I don't like to be talked to as if I'm a IDIOT by Toyota Employees.

  Business Response

  Date: 09/09/2022

  On the afternoon of 9/7/2022 Service Director, ************************* contacted ****************** to discuss his BBB complaint and his Toyota BEC complaint. ****************** informed him that our dealership Customer Relations Manager, ************************* had been very communicative through Saturday but he did not feel his concerns were being acknowledged by her. ****** essentially listened to him explain why he felt the calculator had gone missing while the vehicle was in our care. He is not accusing us of the theft but rather that we allowed some other unknown entity unauthorized access to his vehicle while it was stored on our lot. ****** walked him through our nightly security protocols one more time and apologized that his calculator had gone missing. ****** acknowledged that it sounds like his real concern is a newfound lack of trust in us. He thanked ****** for his apology and for validating his feelings. ****** at that time offered to purchase him a new calculator but he declined saying the calculator didnt matter, it was the principle of the matter and the lost trust that bothered him the most and he was satisfied that we now recognized this.