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:01/28/2025

  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 damaged vehicle from Vista Toyota (someone test driving it the day before hit a deer with it) under the agreement that Toyota would ensure all damage was repaired. I paid full price for the damaged vehicle under this agreement. To start, as soon as I signed the papers, I never heard from their sales associate, ****** ******, ever again. I contacted him detailing issue and checking on the status of when repairs would be made to the vehicle over and over again over a period of two months only for him to NEVER respond. I had to physically go into the dealership again and again for anything to be done. On December 4, 2023 (almost 2 weeks after purchase) I texted him this: "Checking in again on when the 4Runner goes to the shop. There's a grinding when I turn, along with something rubbing in every rotation." Again, no response. I had to bring it in multiple times and finally got them to address the grinding upon turn issue- they replaced the wheel hub. The rotational rubbing issue was not addressed. It took over 7 months for them to finally repair the body damage. In addition, I took the car back repeatedly telling them there was still something wrong- something was still rubbing/grinding upon each rotation of the wheel in the front passenger side (where the deer hit). Service would tell me I had to pay a diagnostic fee. I would refuse, informing them this is part of the original damage and they were responsible for fixing it. Service would bump me back to sales, where they would give me the run-around. This problem has persisted for over a year. They claim I have never informed them there was still a problem and claim they have repaired everything they were responsible for. They also claim there is no record of there being an additional problem. I have never had to deal with a more difficult, unhelpful company with more despicable practices. They are still responsible for repairing my vehicle.

  Business Response

  Date: 03/14/2025

  The vehicle she purchased was lent to a customer who purchased a Tacoma from us.  We had to lend them the vehicle because their Tacoma was getting service work done and we had no track unit vehicles available.  While this customer had the vehicle, they struck a dear.  They returned the vehicle when their Tacoma was done being fixed.  The 4Runner (which ***** purchased) was scheduled for body repairs, but the parts were on backorder.   ***** arrived at the dealership and wanted to purchase the 4Runner damaged because it was the right price for her budget, and she didn't want to miss out on the vehicle.  We agreed we would repair the body damage when the parts became available.  The customer purchased her vehicle from us on November 20th , 2023. 
  
  
  We have a ** dated 12/21/2023 which indicates ***** talking to service about a noise she is hearing when backing up and turning.  We inspected the vehicle and found that the right front hub bolts worked loose.  We replaced the hub and bearing at no cost to customer. 
  
  
  April 23rd of 2024 ***** visited the dealership for her first free service.  There is an ** showing no record of her expressing any problems with the vehicle. 
  
  
  On May 23rd of 2024 we opened the ** for repair of the body damage because the parts were finally available.  We put ***** in a rental at no charge.  The bodywork took some time, and the ** was not closed until 07/03/2024.  We paid for all of ******* gas while she was in our rental.  She would stop by the dealership with the vehicle we had loaned her and take it to be filled up with gas.  
  
  
  On August 14th of 2024 ***** visited the dealership for her second complimentary service.  There was no mention of any problems with the vehicle at that time. 
  
  
  I took a call from the customer on what I believe to be Jan 24th , 2025.  She had expressed that we had never fixed her vehicle and was very upset.  I put her on hold to bring myself up to speed on the notes and the **s, because I was not familiar with the deal.  **** ****** was our GSM at the time and had handled the original transaction.  I expressed to her that I had seen she had been in for service in April and August and had not expressed any concerns to service.  I mentioned if she wanted to bring the vehicle in, we could certainly schedule to have service look at it.  She schedule her appointment for 01/27/2025.
  
  
  The day of the 27th ***** called in upset that service explained to her there would be a diagnostic charge for the vehicle.  She was outraged and said she would be in with her husband later in the day.  When her and the husband arrived, I asked how I could help.  They expressed to me that we had been of no help this entire time and their intent was to peruse legal action.  I began attempting to explain the timeline and how we had done everything we said we were going to do, but they didn't care to hear much of anything I had to say.  The husband and ***** were both talking over me and eventually the husband got up and explained that they had legal shield for situations like this.  I explained that we did in fact repair her vehicle and stood behind what we said were going to do, but we would await correspondence from their attorney.  

• Initial Complaint

  Date:04/30/2024

  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.

  I purchased my Toyota Tacoma from Vista Toyota on 3/25/2024. They sent me a letter on 4/15/2024 saying they mailed the title paperwork to 4685 Peoria St, Denver. They should have sent it to 2855 Tremont Street Denver CO 80205.
  
  Two weeks later, I called the state DMV and they never received it. I called Vista Toyota and Brandee said “oh I just send it to where my computer tells me to and if it’s wrong, they send it back to me". She didn’t really seem to care and clearly never got it returned. It’s now been 5 weeks and my title paperwork is still lost and I have no idea how to recover it and register my vehicle.
  
  I would like them to file the title paperwork with the state of Colorado and send it to the correct address.

  Business Response

  Date: 05/28/2024

  Good afternoon,

  Per my knowledge and constant communication with the customer, I believe this has been resolved.  His updated paperwork was sent to his county DMV last week with everything that the State of Colorado required.  I e-mailed Mr. Rush this morning to double check status and to make sure it has in fact been completed.

   

  Thank you,

  Veronica Moreno

  Business Manager

  Vista Toyota

  Customer Answer

  Date: 06/05/2024

  Better Business Bureau:
  

  After several attempts Vista Toyota finally completed the title paperwork correctly and sent it to the right address for processing.  I appreciate the BBB's assistance as the dealer's responsiveness and desire to resolve the issue changed considerably after receiving the complaint.
  
  
  Thank you!
  
  
  
  Roy Rush