Complaints

• Initial Complaint

  12/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2020 mini ****** from Bell Road Toyota on Labor Day. I paid for service that was done on the car prior to purchase. I tried to find out what service was done and have not been able to. I started chatting with someone on the dealership team two months ago. We were having a conversation and when I asked that question, he stopped responding. I then emailed the lady who sold me the car and she never responded. I got frustrated by the lack of customer service and gave up. I was told that I can call at anytime for assistance since I was a customer. I started having issues with the car. I took it to a Mini dealership and it needed an oil change. If the car had maintenance before I purchased it, why do I need maintenance already? I was told at time of purchase that the maintenance package I purchased included tire rotation but it does not. I had to pay for that. I was also told that my maintenance package was good for one year by the Mini dealership. At the time of purchase I was told it was much longer. I would like to know what maintenance was done on the car before i purchased it. I was charged for that maintenance at time of purchase, but they will not provide any information. I would like a refund of whatever I paid for maintenance, my tire rotation costs and the cost of the upcoming maintenance due that is located in the uploaded receipt. I sent an email to the general manager (***** *****) on December ****** and still have not gotten a response.

  Business response

  12/13/2024

  Good afternoon,

  Please give me a call at your earliest convenience at ************. I called at 1:15 pm and left a voicemail. I'm looking forward to hearing from you. 

  ***** *****

  Customer Relations Manager

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject: Complaint Regarding Inadequate Headlight Repair Request for Replacement Timeline:I purchased a new 2024 Toyota Tacoma on October 2, 2024. The next day, I noticed a scratch on the headlight and brought the truck to the dealership for repair on Oct 16.On October 16, the dealership attempted to buff out the scratch. While they removed the scratch on exterior of light, the area is now missing the protective finish, leaving the spot visibly imperfect when sunlight hits it.. The headlight repair was inadequate.The dealership has scheduled me for a follow-up appointment on October 22, 2024, at 9:15 AM to attempt further repairs, but I do not want additional repairs to the headlight.Complaint:The dealerships current solution involves further buffing or repairing the headlight. However, I believe this will not address the underlying issue. Since the headlights protective finish was compromised during the initial repair, it is now vulnerable to oxidation and yellowing, which could cause long-term degradation and reduced visibility. This poses a safety concern, as the headlight could become cloudy and less effective over time.Given these concerns, I am requesting that the dealership replace the headlight rather than continue with repair attempts that will not restore the missing protective finish.Resolution Requested:I request a full replacement of the headlight to ensure its long-term durability and safety. I would like this matter resolved promptly, as I do not wish to spend more time at the dealership for another inadequate repair.I have attached 3 before repair pictures and two after repair pictures. Thank you for addressing this concern.Sincerely,***** ******

  Business response

  10/23/2024

  Dear Better Business Bureau,

  Thank you for bringing this matter to our attention. We take customer concerns seriously and are committed to addressing them professionally and efficiently.

  We made efforts to address Mr. ******** concerns and scheduled a follow-up appointment on October 22nd to further resolve the issue.Unfortunately, the customer did not attend the appointment, which has limited our ability to fully address his concerns.

  If the customer prefers not to proceed with further repairs,we are happy to submit a photo of the damage prior to buffing to the manufacturer. The manufacturer will then determine whether it qualifies as a defect and decide if the headlight should be replaced.

  We are open to continuing discussions with Mr. ****** to find an appropriate resolution.

  Thank you for your understanding.

  Sincerely,
  ***** *****
  Customer Relations Manager
  **********************

  Customer response

  11/03/2024

  Ive contacted my attorney, and if the headlight isnt replaced, Ill be taking this to court. A demand letter will be in their hands soon.
  

  Business response

  11/11/2024

  Dear Mr. **************** you for your message. We understand you intend to proceed with this matter through your attorney. We will await any formal correspondence from their office.
  Thank you.
  
  
  

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 17, 2024 I purchased a 2014 Land Rover Range Rover Sport from salesperson ******* ***** at Bell Road Toyota. I purchased the Toyota ********** policy for $4,410. Although on the sales contract I was charged $6200 to ****** for service contract. Why the difference?? On September 9, 2024 driving home from ********** the vehicle started overheating. I immediately pulled over. I have only put ***** miles on it!! It currently has ****** miles.Once home I called Toyota Roadside Assistance and finally was told to have it towed to LandRover ****************. That was on September 12. They diagnosed it and sent the information to Toyota ******************* on September 16. It was diagnosed with a coolant outlet port failure which caused catastrophic engine failure. Apparently it needs a whole new engine!! ****** in the ****************** at ********** Scottsdale said this part is a known failure that should have been replaced. He indicated at Land Rover they replace them every 5-6 years with a better part. Now the warranty company said it is not covered! ***** at Bell Road Toyota called me yesterday and said they would pay for the labor for a new engine to be installed but that is all. I am so disappointed in Bell Road Toyota for selling me a lemon and a worthless expensive warranty! I trusted them to be honest and fair. Bell Road Toyota or the warranty company should pay this vehicle off and reimburse me what I am out! I have now been without a vehicle for over three weeks and still nothing is resolved except Im screwed!I am filing complaints with all parties involved. I understand used vehicles could have issues and that is why I took precautions and accepted the $4400 (or $6200??) warranty!! This whole deal just stinks! It cannot be legal to take advantage of a consumer like this!!2014 Land Rover Range Rover Sport

  Business response

  10/04/2024

   

  To whom it may concern,

  Bell Road Toyota actively sought to assist Mr. ****** by offering solutions to address the issues with his vehicle. Our proposals included covering the full cost of labor for the engine repair or exploring a trade-in option to help him transition to another vehicle. However, both of these offers were declined.
  

   While Mr. ****** purchased a powertrain warranty that covers the engine itself, the damage resulted from the failure of a coolant component that is not covered under the warrantys terms. Consequently, the necessary repairs fall outside the scope of the purchased warranty, and the denial by the warranty company was beyond our control.
  
  
  

  Customer response

  10/04/2024

  The coolant part caused the engine to fail and therefore should be covered. Especially since Land Rover North Scottsdale diagnosed and said that part should have been replaced before being sold!   That engine is a lot of money to replace!  Why would I want to put even more money into this lemon?!  I want it paid off and to be finished with Bell Road Toyota. I will never trust them again!  

  Business response

  10/04/2024

  We understand your frustration and concerns regarding the situation. While we empathize with the challenges youre facing, we must clarify that Bell Road Toyota made every effort to address the matter promptly by offering to cover the labor costs for the engine replacement. Unfortunately, the coolant outlet port is not part of the powertrain warranty coverage, and its failure led to the subsequent damage to the engine. Because of this, the warranty company cannot cover the repairs under the existing terms.

  
  As far as the warranty claim is concerned, we want to clarify that Bell Road Toyota is not the warranty company and does not have any control over what is or is not covered. Since the warranty was provided by Toyota *********** any decisions on claim coverage are made independently. We encourage you to reach out directly to the warranty provider for further clarification or appeal of their decision here is their number **************. 

  
  Regarding your concerns about the condition of the vehicle at the time of purchase, the vehicle underwent a standard safety inspection.

  
  We regret that you have declined our proposed solutions. While we understand this is not the outcome you hoped for, these were made in good faith to support you in resolving the issue.
  

  
  

  Customer response

  10/08/2024

  Toyota ********** was included in my complaint and they have chosen not to reply as of yet. They are impossible to reach!  

• Initial Complaint

  09/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used 2022 ******* Santa Fe from bell road Toyota back on 2/26/24 and everything seemed fine until I tried to use the horn and windshield wipers. The horn didn't work, and I have barely driven the car since I purchased it as I work from home and travel a lot. I made an appointment to have the vehicle serviced only to be told it's not their problem and I was told to go to a ******* dealership that I did not purchase the vehicle at. The dealership did not perform a proper safety inspection and allowed me to take the vehicle. They should be held accountable, and I want my car repaired at no cost to me. I was told by ****** ******** in the service department that it wasn't the dealership's problem.

  Business response

  09/24/2024

  Dear Better Business Bureau,

  
  We appreciate the opportunity to respond to the complaint regarding the 2022 ******* Santa Fe purchased by ****** ******* on 2/26/24. 

  
  **** our service manager and I have attempted to contact the customer, in order to address the concerns raised. At this time, we have not been able to reach the customer for further discussion.

  
  We remain committed to resolving this matter once we can discuss it with the customer. We encourage Mr. ******* to contact us at their earliest convenience.

  
  Sincerely,  

  ***** Arias  
  Customer Relations Manager  
  **********************  
  ************
  

  
  

• Initial Complaint

  08/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a used 2020 ***** cx30 and the price was listed at just under $19k online on Bell Road Toyotas website and on Autotrader with mileage listed at around 23k, which is what brought me there. When I test drove the car, I noticed that there was around 34k miles and the price on the car was closer to $20k. When I ran numbers with floor manager, ****, I noticed some added charges for reconditioning that I told him I wanted removed. He reluctantly removed some of the costs, but not all. I also mentioned to him and sales person *****, that I had preapproval from my bank for $20k and just over 10% APR. they said they would file an application with my bank, but found out during signing that they were financing in house for over 12% and refused to use my bank, AZFCU. They also never let me see the details of the loan and electronically signed my and my husbands name. I had been there for around 7 hrs and wanted to go home. When I looked at the loan detail the next day, I was shocked to see a higher purchase price than what was agreed upon and found out from my bank that they never submitted an application to my bank, who would have financed at a better rate for me and would have given me a lower monthly payment. I reached out by phone and email to the general manager to discuss this and provided him the screenshots from my bank and commentary of the what *** laid out here and did not get a call back or an email. They violated the truth in lending law and I think they should be investigated. My bank is also aware of their dealings and stated they dont want to associate with a dealership that connives their customers. Im happy to provide the detail I sent to the *** I had a 2015 Buick Enclave as a trade-in and gave them a down payment of $6,000. Im also going to write a letter to the Attorney General to investigate as I believe their actions are illegal and I think Im entitled to compensatory damages.

  Business response

  09/04/2024

   Thank you for bringing this matter to our attention. We would like to inform you that the customer visited our dealership, and we were able to resolve the issue. We believe this resolution satisfactorily addresses the customers concerns, and we are committed to continuing our efforts to provide transparent and fair service.
  
  
  

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wanted to purchase a 2024 4Runner vin: ***************** and after making arrangements with **************** arranged to meet with him at Bell Road Toyota ************************************************************************ on Aug 17, 2024 at 10am. I needed to replace my missing 4runner because it was destroyed by my home fire on June 27, 2024. I have an approved loan from USAA for $90k+ and I had paid ************** $1000 cash a couple of weeks prior.When I arrived to Bell Road Toyota dealer with my approved $90k+ loan in hand there was nobody to assist me at the front desk, no worries. I had accidently left my phone in the **** ride that had just dropped me off. I had no way to notify ************** that I had arrived except for the multiple Toyota staff members walking around who never engaged me. I then asked what I thought was a staff member that I was looking for ************** and they mumbled something, not making eye contact and walked off. I said hello to a Toyota mechanic and he smiled and nodded back. There was a lady wearing a red polo who was cleaning the floor that I smiled at and she reciprocated.At no time did any "sales associate" address or engage me. I then sat at a round table by myself that was close to the front door drinking my free coffee. I watched the lady at the front counter very politely engage at least 3 people as they entered Bell Road Toyota. Again, I saw or made eye contact with what appeared to be sales associates and none of them reciprocated with an open ended, fact finding questions...........I was a recruiter for 3 of my 24 years in the Army.I waited for *********************************************************** my phone, OUTSTANDING, I gave the maximum tip and thanked him. I had not received any calls, emails, or other messages. I finished my coffee and went out front to wait for my **** to come pick me. Ironically, for a short bit I was standing there waiting next to one of the many sales associates. I spent $90 for ****, I have $90k and NO 4runner.

  Business response

  08/28/2024

  Dear **************,
  Thank you for bringing your experience to our attention. We appreciate the opportunity to address your concerns and provide clarification of the situation.
  We would like to confirm that, as per request, the $1000 deposit was refunded on August 17th, 2024. This transaction has been successfully completed, and we hope this addresses the financial aspect of your concern.
  Regarding the 2024 4Runner you were interested in, we want to clarify that we made several efforts to accommodate including offering to hold the vehicle, reimbursing **** expenses, and providing an additional discount.However, we understand that you declined all offers made.
  Since then, the 4Runner has been sold. We recognize that this situation may have not met your expectation, and we apologize for that.
  Thank you for your understanding and for giving us the opportunity to address your concerns.
  Sincerely,
  *********************
  Customer Relations Manager
  **********************

• Initial Complaint

  08/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a new Toyota Rav Hybrid on 06/14/2024 from Bell Road Toyota. I paid $42,821.54 for the vehicle. The dealership required an appearance package of $1,200 for the vehicle. My salesperson, *********************************, informed me the package included tinting of all windows, Paint protection (which they said would be ceramic), door edge guards & door handle guards. I asked about the tint quality/percentage & was told "we will get back to you". I noticed door handle cup guards had NOT been placed once I left the dealership. I emailed ******* twice to inquire about the tinting and for proof of paint ***************** handle guards. No response. I called Toyota ************** for ***************** informed me only tinting of front 2 ************** edge guards were placed on the service invoice, no other services were completed. I feel cheated by the dealership & find this to be unethical and unprofessional.Secondly, a GPS tracking system termed **** was included in the package. I was told there was no option to decline & that I must purchase it. During the negotiation period I told ********************************* I did not want the **** tracker. He said it was mandatory. I was not presented with any forms discussing the **** system. I later learned the feature was an optional feature as presented on a finance sheet along with GAP and the extended warranty. There were no forms specificially detailing the **** system. I feel I did not have proper informed consent of the feature. Furthermore, I was pressured into signing a form with haste, as many features were combined on one form. I made several attempts to reach ************************* (customer relations manager) for a full refund. However, she only agreed to refund $305 for the missing services & refused to refund the amount for the **** tracker. Instead, she dismissed me & said I can have it removed and canceled but without a refund. I have reached out to BBB of Phoenix to assist me with this complaint and desired resolution.

  Business response

  08/28/2024

  Dear **************,

  
  I attempted to reach you by phone to provide an update, and I left a voicemail with my contact information. We will issue a refund for the **** tracker; however, we will need the tracker returned to the dealership in working order. Please note the refunded amount will be directed to the lienholder, as the **** tracker was financed.

  
  If you are still interested in proceeding, please contact me at your earliest convenience.
  
  Thank you,
  *********************
  Customer Relations Manager
  **********************

  Customer response

  09/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I will return to the dealership to have the **** device removed late Sept/early October. 
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  -I purchased an extended warranty from Toyota when I purchased a brand-new Toyota Camry in Jan. ***** an appointment for my first service for 6/24. Another issue came up earlier than 6/24 so I made an appt for 6/19.-Arrived and no one had record of my appt. I waited in the lobby for 3.5 hours. My car never moved and no one came to talk to me. -Left a few message and finally heard back from ****, the service manager, that night and ran through my 9 issues, all covered by my warranty.-He arranged for me to come back in, for a third appt, on 7/11 between 7 and 10 am.-Showed up and no one had record of my appt. I was given the run around with blank stars and they ultimately had the tint guy come and talk to me. **** was MIA ********** ****, tried to help. We communicated for a few weeks and arranged for me to go in on 7/11 to have the tint redone and the skid on the bumper replaced. Someone had the tint guy come and talk to me who gaslighted me the entire time and told me the tint was normal. If I was a guy, I would have been treated differently. Period. No, it's not normal. I've had cars for over 30 years and have never seen tint that looks like that with white bubbles. He basically looked at me and said ****...that's it. Also, at pickup my on 6/24, my car was filthy. You could tell they power washed it trying to replicate one of my issues that when I run it through the car wash, there is standing water in my taillights and headlights. The car was filthy with water stains everywhere. Inside the car, they left residue from the tint job everywhere. The inside was dirty. Furthermore, I dropped the car off with just under a quarter tank of gas. When I picked it up, it was on empty with 3 miles left on it. I canceled my warranty today. This is fraud, deceptive practice, and unacceptable. I was sold a car with defects and a warranty that wasn't honored. Theres much more to share but the character limit doesnt allow to fully explain everything thats happened.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had a terrible experience. I purchased a used 2020 Tundra. It was not disclosed to me that the vehicle had an aftermarket exhaust system installed. After leaving the lot and driving a few miles the engine light came onI took it to another Toyota dealer who diagnosed the issue as the aftermarkethad a terrible experience. I purchased a used 2020 Tundra. It was not disclosed to me that the vehicle had an aftermarket exhaust system installed. After leaving the lot and driving a few miles the engine light came in. I took it to another Toyota dealer who was closer to my home who diagnosed the issue as the aftermarket exhaust. Took the truck back to Bell Road Toyota and they had another aftermarket exhaust put on which did not resolve the check engine light. I cannot register the truck with the check engine light so I will be looking at dropping 4-5k to restore the truck with OEM parts to pass emissions. Buyer beware as dealer was aware of issue prior to truck being sold.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In December 2023 I purchased a used Tacoma from the dealership. March of 2024 I sold the truck and have told their sales representatives multiple times via phone and email that I don't own the truck anymore. Even after communicating this information to them I am barraged at least 3 to 4 times a week with phone calls to trade it in and buy a new car, emails with the same subject and postal mailings to have my truck serviced. It has got to the point where I've had to block their number on my phone as they call at all hours of the day and evening. This is absolutely annoying that everyone I've spoke to at this dealership is so lazy that no one can remove my information from their system.

*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. ↩