Complaints

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a car from the dealership on 4th of June of this year and was able to conclude the transaction without any great challenge for the dealership, i.e., perfect credit, etc. While I really like the vehicle, I ran into some issues that I attempted to contact the salesman, ***********************, about, i.e., being contacted by their dealership about issues registering the vehicle and receiving the wrong trunk area cover. Unfortunately, I never heard back from him. I then stopped by the dealership and found him visiting with another employee on the couch and expressed my hope to resolve the issues. He responded by telling me that there wasn't anything that he could do about either issue and told me that I'd have to keep trying to resolve the registration issue by calling the dealership and that there wasn't anything that he could do about giving me the wrong trunk cover and that I could try to sell the wrong one on Ebay.Unsurprisingly, this upset me and led me to reach out to both *********************************, General Manager and *************************, General Sales Manager via the email addresses provided on their site. Neither responded. With all of this in mind, I finally received my license plates this week (the week of July 22nd) and am still hoping to have the incorrect trunk cover replaced with the correct one that fits my vehicle.If not apparent, I do not feel like I received supportive and professional customer support from any of their organizations representatives beyond their willingness to take my money when I bought the car. Regarding this, I operate a business and believe that customer support is an essential part of forming lasting business relationships. I also feel as though, Toyota should be made aware of these issues since the organization is representing their products and that this experience has led me to not wanting to return to their dealership.

  Business response

  08/06/2024

  ****************,

  Attached is a copy of the original build sheet on your car, as you can see it was never equipped with a cargo cover.  The cover you have probable accidentally got put in there by a detailer who was working on multiple cars.  ************************* our General Sales Manager did reach out and inform you of this fact.  If you would like we can order you one at a discounted price and ship it to you.  Please let us know if you would like to move forward with our offer.

   

  Sincerly,

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

  General Manager

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a new vehicle from Lithia Toyota of Rdg in early March 2024. First of all before we purchased the vehicle we were not told that we would only be receiving one key fob until after purchase. That should be made VERY clear before a customer purchase. But we agreed as they said one would be coming soon, Well, it has been going on 2 mths now and still no second key fob. We have contacted the dealership with our request but we were told by 3 different people that there is a chip shortage and we may not get a 2nd key fob for months and that this is out of their control yet in the meantime we find out you can buy a key fob from their service **** for around ****** so apparently they DO have key fobs they are just refusing to give those out because they are saying Toyota will not reimburse them for it, so after spending almost ****** for a new vehicle, in order to get a second key fob asap, it will either cost us an additional ****** or the inconvenience of not having a second key which from what they are saying could be months before we get it. We also contacted Toyota with our concerns about losing our one key fob and they said we could use their app to start our car but the app will cost us a monthly fee. This just all starts to look and feel like a big scam, forcing the consumer into buying something that comes standard with other cars on the same lot or having to buy into the Toyota app, which is a terrible app btw, to have the assurance that you can start your car should you lose or misplace your one fob. Toyota passes the Buck to the dealer, the dealer passes it to Toyota and in the meantime we are without a second key fob and no one seems to care.

  Business response

  05/16/2024

  ****,

  As we have explained to you several times this is out of our control, Toyota will send you a notice when they have a key available for you.  The turnaround time in past has been up to 6 months but seems like they have been getting them quicker lately.  Thank you for your understanding.

   

  Sincerely,

  **************************;

  Genral Manager

  Customer response

  05/17/2024

  I am rejecting this response because: I suppose we will have to settle with Lithias response because apparently we have no choice otherwise we may never get an additional key fob, but we are definitely not satisfied with how this was and is being handled. The dealership knew about this issue before they sold a ****** high end car and could have taken one of their existing key fobs, programmed it and had two fobs ready for the consumer before sale, standard for other cars on the same lot, that way it is no cost or INCONVENIENCE to the buyer, they also did not disclose this issue with us until after the sale, also inappropriate sales tactic. Its to bad they are willing to risk losing a lifelong customer over a ****** key fob. This is not out of their control, they just dont want to spend the ****** so as we said, apparently we have to other choice but to wait. 

  
  

  Business response

  05/20/2024

  ****,

  You will get your additional key, as we have told you many times Toyota will send you a notice when they have your key available.  This was disclosed to you at the time of purchase and there was also a sticker on the driver's side window disclosing this. 

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 27 September my car broke down in *******************.(engine failed)Car is 2022 Toyota tundra.I was on vacation there with kids , dog , jet ski 2 dirt bikes etc.Car has warranty and Toyota care send me to Lithia Toyota in Redding Ca.I had to stay around week later until they provided me a loaner car(SUV without tow hitch) ,to get back to my home in ********.Almost 2 months later they call me and said that if in 3 days the loaner vehicle is not in their possession they will contact police!!I must drive vehicle back to CA!!I dont have my vehicle back !Still at the dealer!!Im a single mother and this is physically impossible and insane!Called Toyota care they didnt do anything!!They provided a letter that they would provide me with a loaner vehicle at no cost to me!But now Lithia Toyota in Redding CA is threatened me with Police and they will report the vehicle stolen! I already told them that they can drop off the vehicle at any Toyota location nearby, or they can pick up from home location!!So painful and stressful experience with good customer like myself!

  Business response

  11/27/2023

  *****,

  It is very clear in the rental agreement that you are responsible that you are required to return the rental car to our location upon completion of the repairs.  We have offered to work with you on this and look forward to a speedy resolution.  

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  bought a used 2014 gmc less than 2 months ago.within the first week started vibrating pretty bad.thought it might be tires.bought new tires for **** didnt fix anything.then started shifting funny and making noise.took it to transmission shop they said trans was bad.took to lithia they said same thing.sales mgr. said all he would do is 10%off labor.service advisor said he could get my price down to **** for new trans.agreed to have lithia start work and gave 500 dep.later got a call saying he couldnt do that price after all.havent even had truck 2 months cant drive it and owe over ****0 on it

  Business response

  11/21/2023

  *****,

  We are sorry that you are having issues with your truck, we make every effort to make sure they are as good as we can before offering them for sale.  Having said that this truck did have over 120k on it when you bought it, and you were offered an extended warranty which you declined.  We offered a discount on the repair to ease the Burden on the expense of the repair.  Please feel free to reach out to us if you have any other questions.

  Customer response

  11/21/2023

  I am rejecting this response because:I don't think I was offered an extended warranty.i realize the truck had ****** miles on it so I wasn't trying to get something for nothing.i was willing to split the repair since pretty much from day one the issue started to get worse.my main issue now is the fact that I was offered a deal from the service department and okayed by the service manager to fix my truck for **** which I agreed to and gave a deposit to start the work.then I get a phone call saying he made a mistake and couldn't do it for that price after all.two people looked at and approved the quote I was given.i don't see how you can just take that deal back and then say you tried to help me.
  

  Business response

  11/29/2023

  *****,

  Please review the attached documents, the first is a, as is store document which you signed stating the truck was being sold as is.  The second document is the worksheet from the negotiation of your deal you will notice on the right side at the bottom was a protected payment which included a warranty, you opted for the non-protected payment without a warranty, or the other products offered.  The third document is the *** as is which is required by law, this truck was sold as is which you also signed.  The last document is a we owe were again it was disclosed to you that the truck was sold as is with no implied warranties.  Having said all this my service advisor has reached out to you to let you know we will honor the original quote on the transmission repair, and we have yet to hear a response from you.  Please let us know how you would like to proceed?

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 2, 2023 I purchased a vehicle for the price of ****** roughly. I put ***** dollars down toward the financing. They have been unwilling to help me fix the car as it is coming up with a lot of issues and I've had the car for three months. I am getting to the point where I will either be repairing a car that will eventually end up repossessed as the cost is so high. Or I will be financing a car that no longer works. I do not feel like I was given adequate information in regards to the repairs that would need to be made on the car. Every MAN I speak with in that facility will speak over me and not allow me to speak for the beginning of the conversation and then I am swept under the rug that they are not taking any responsibility to help me fix the car or even help me with some kind of discount or payment plan to fix said vehicle. Our conversations do not get that far as again, these men do not let me speak. I simply want some help to maintain this car and be able to keep it at the same time. I feel there is some level of discrimination based on my gender based off they way they become annoyed with me quickly and how they speak over me or the aggressive tone in their voice when I become emotional. This was my first car purchase and I feel completely taken advantage of and some days I wish that I never bought the stupid car in the first place. All I want is some help but I am met with resistance at every turn.

  Business response

  08/03/2023

  ******,

  We are sorry that you are having trouble with your car, unfortunately. this car is a value auto car which was sold to you as is, so there is no warranty, however you did have an option to purchase one at the time of sale which you declined.  We would be happy to offer you a discount on the repair if you would like, we do also offer financing on service repairs if you would like to come in, we would be happy to provide you with some options for payment.

  Sincerely,

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

  General Manager

  Customer response

  08/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

  However, a correction. I was never offered a warranty when sold the car. I've been told many times that I was not eligible for the warranty. If offered the warranty I would have taken it in a heart beat and I even told my sales person this. All I've wanted is for someone to listen to me and not condescend me or speak over me as I'm simply trying to explain what I am going through. Your people never gave me the chance to ask about payment plans for repairs at all. I'm sad that I had to resort to contacting the BBB to even be given the proper time of day but I am happy to look into the discount and payment plan options.

  
  

• Initial Complaint

  04/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently purchased a vehicle from Lithia Toyota Redding using cash, told them several times i wasn't asking for or using their financing, yet Lithia Toyota did a hard credit pull, damaging my credit

  Business response

  04/12/2023

  ****,

  You filled out and signed a 5 line credit application and it was disclosed to you that we would be running your credit.  The reason we need to run it is to make sure you pass federal OFAC regulations required by the federal government and also for our security.  If you would like a signed copy of the credit application you signed we would be happy to provide it to you.

  Customer response

  04/12/2023

  I am rejecting this response because: I told ******* I was paying cash and didn't need financing, and made him write NOT APPLYING FOR CREDIT on the application, which he said was just the way you do things,, and acted like he wouldn't sell me the car without my signature. 

  . I asked if there was something else i could sign, and wouldn't sign until he marked that I WAS NOT APPLYING FOR CREDIT ON TOP..

    YES, I WOULD LIKE A COPY.

    I DON'T BELIEVE A HARD CREDIT CHECK IS REQUIRED TO PURCHASE A CAR, and MAKING ME SIGN ONE TO DO SO IS ILLEGAL..

  
  

  Business response

  04/13/2023

  ****,

  Attached is your credit app which is signed by you giving us permission to run your credit.  To comply with the Federal Patriot Act we are required to pull on OFAC report, one way to do this is to pull  credit.  We also require this so we know who we are doing business with, unfortunately there are unethical people out there who try and pull stuff over on us.  I have blocked out your social security number and date of birth for security purposes.  

  Customer response

  04/14/2023

  I am rejecting this response because:

    Hey thanks for providing exhibit A and B.

    If you'll notice at the top of the page, credit application is crossed out..  it also says on top, NOT APPLYING FOR CREDIT. With my initial...

    Since I paid cash, there is NO REASON FOR YOU TO RUN A HARD CHECK ON MY CREDIT.

    A credit check is NOT a requirement to purchase a car, there are other less harmful ways to verify ID,  like a driver's license and SS card, and I can't help it if your policy breaks the law in this case..

    But i do expect reparations..

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used vehicle from lithia Toyota of Redding in December of 2020, I also purchased an extended warranty. The clutch failed on the vehicle at 52k miles while the vehicle was under warranty. I took it into lithia for repair, the repair was covered. Lithia had my car for over a month while I waited for the clutch to be replaced. I picked my car up after repairs and drove it for a week before the work that was done to it failed and I had to return it to lithia. When I returned it for further repair their service department cross threaded a bolt on the intercooler that caused the turbo to malfunction. They insisted that if the turbo wasnt functioning there would be a check engine light. I had to send them pictures of the bolt and the gap to get them to fix it. They stacked a bunch of washers on it and sent it back. The turbo still wasnt working correctly but this time I picked up my car the power steering was leaking. I took it back for those repairs, the very last time I picked my car up I waited for an hour in the lobby and they returned my car with a massive dent on the back bumper. It has never ran right since the first clutch they put in it. Im convinced there was lasting damage caused by the damage to the intercooler and turbo because at 88k miles I have a blown engine. The vehicle has never thrown a check engine code. Ive always kept up on oil changes. At one point during the repair ordeal with their service department I requested that a compression test be done, because I noticed metal in the oil after I picked it up. They never did any of the tests. I finally took it to a different mechanic that says theres something wrong with the computer and thats why it has never shown a check engine light. It seems like this car wasnt inspected at all before they sold it and Im being blamed for the damage to the engine after all the faulty repairs.

  Business response

  03/31/2023

  *****,

  I am sorry to hear about your car trouble I have looked into you repair history and it looks like the last time you were here for service was about 10 months ago.  At that time the car had 65k on it, and based on the info you sent in on this it now has 88k.  So it appears that you have put 23k on it since it was last in for service, if you would like to bring it in we can take a look at it and see if this was related to any work we did on your last visit and we can go from there.

  Customer response

  03/31/2023

  I am rejecting this response because I have had such a bad experience with your service department that I would rather not risk any more damage to the vehicle, in fact I opted to use a different service department for my oil changes as soon as my warranty expired because the quality of work was so poor. I kept those service records on file just in case. Its much easier getting serviced somewhere else because the wait at lithia is so long and I live an hour away. The last time I called to schedule a service at lithia Toyota in Redding appointments were a month out so I took my vehicle elsewhere to get serviced. 
  

  Business response

  04/03/2023

  Sorry to hear about your experience with our service department, if you change your mind we are here if you need us.

• Initial Complaint

  03/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After responding to an online advertisement on 3/24/23, I test drove a certified used car from Lithia Toyota of Redding, and mentioned the left rear wheel bearing was making grinding sounds and should be replaced. When we got back the salesman went to talk to his manager, came and said someone else was taking the car for a test drive, (mom with kids) so it would be a few minutes before the mechanic could look at it.Kinda unprofessional to have someone else test drive a car while it's being sold to someone else, especially one that been reported as unsafe, but whatever. After the car came back the mechanic looked at it, and sure enough the wheel bearing is bad, but the salesman and manager tell me the car is being sold certified used, as is, it isn't a safety issue, so they aren't going to fix it, but i could have them fix it for an additional $498, and that if I don't want it, they'll sell it to the other buyer. Well I've been in a car when the bearing ceased and my wheel came off passing me on the freeway, it's very unsettling and unsafe to drive a car with a bad bearing. If they would have sold this car to someone without mechanical experience, (to like say a mom with kids) the wheel bearing would have eventually ceased, and put their lives in jeopardy, as well as everyone else around them when it failed. So I purchased the car, and am having the repairs done across the street at Big O for half the price. Cause for complaint stems from a large car dealership selling unsafe certified used cars, trying to charge the customer outrageous fees to repair safety issues before the car can be safely driven off the lot, and being willing to sell an unsafe vehicle to a mother with child..Morals and ethics aside, selling unsafe cars in need of repair as certified, has to be illegal

  Business response

  03/27/2023

  ****,

  First of all this car wasn't represented as a certified pre owned car, it was represented as value auto car.  All we are required by law to unsure is that it stops, starts, and all lights and **************, and pass a smog test.  You were made aware of issues that it had and didn't have to purchase the car, but you chose to, $4500 might be a lot of money but it isn't for a car.  We are not going to reimburse you for anything on it.

  Customer response

  03/27/2023

  I am rejecting this response because:

  1.The car was advertised the same as a 2021 car, IT DID NOT SAY VALUE CAR, it was on the certified car lot. and did NOT have any Special sticker on the car. 

   

  2Tur out the Struts are bad too..nsrnurTu2T

  2. THE *** CLEARLY STATES "its illegal to sell an unsafe car, and while wheel  bearings aren't listed as safety equipment, IT IS UNSAFE to drive a vehicle on public roads with bad wheel bearings, almost more so than brakes or frame, because they are the only thing between car and rolling tires.

   

  3. Although your mechanic knew about the bearing prior to sale, niether the wheelbearing  mechanical issue 

  Nor a written inspection report were provided before test drive.  I had to point out the rear bearing to the salesman,  and after notifying them of the safety issue, the salesman and manager refused to fix it, and wilfully sold a vehicle that was NOT SAFE to drive on public roads, and thus illegal to drive on public roads. 

  Business response

  03/29/2023

  ****,

  Attached are copies of the documents you signed, The first one is the *** AS is which governs used car sales by the ****************** as well as the *******************.  As you can see you signed it and it also has a list of defects that my be present on the car on the second page.  The third page is additional disclosure we give all customer which isn't required by law stating what is checked and what isn't, we also disclosed that it has timing cover leak.  A used vehicle disclosure was also signed by you advising you of your right to have a third-party inspection, which you did.  The next two documents are a due bill, and we owe also advising you again that the car was sold as is and we made no additional promises to you.  You signed all of the documents and knew about the bearing before agreeing to by the car.  This car was represented as a value auto and not a certified used car, we have satisfied all legal obligations to you and will be making no further repairs at our expense on this car.

  Customer response

  03/30/2023

  I am rejecting this response because:

  FIRST,  I was told the valve cover gasket was going bad, not the timing cover. 

  SECOND, YOUR ADVERTISING didn't stipulate value car, you seem to be stuck on paperwork. and I'm going to make this real easy.

   Safety laws apply in ********** while brakes horn etc are required they are suplimental to a MECHANICALLY SAFE VEHICLE .  IT IS UNSAFE TO DRIVE A VEHICLE WITH BAD WHEEL BEARINGS,  PERIOD...

  1. its illegal to drive an unsafe car on the road in **********. 

  2. Your vehicle inspection revealed a bad wheelbearing. 

  3. You endangered lives by allowing the vehicle to be tested driven without fixing it.

  4. You knowingly sold an unsafe car..

   

   5 YOU SOLD AN UNSAFE VEHICLE AND BROKE THE LAW.

   You can pay for the wheel bearing, or i can report fraud to the *** and Attorney General, illegal business practices to Consumer Affairs, and Lithia Toyotas unsafe vehicle salesDMV via an INV 19 Fraud Complaint Form.

   

  It's your choice

  
  

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this vehicle on 2/3/2023. Today is 3/20/23 and I cannot drive my "certified Toyota," only 6 weeks or 45 days into owing it. Lithia utterly took advantage of me when they sold this "certified vehicle." They sold me a vehicle with bald tires and now, apparently a dead battery as well. I have only operated the vehicle for 45 days and the 12 volt battery is utterly dead. I drive less than 12 miles a day. Had the battery meet the "certified Toyota," standards this would not have happened in the 45 day duration. They sold it to me with bald tires according to the *********, ** dealership, which I discovered on vacation with my little girl. The Redding owner made me drive on bald tires in the biggest snow storm to hit the area in a decade, with my child in the vehicle! The drive 118 miles from Redding to *********, despite the weather conditions, as he refused to allow the ** dealership to put new tires on the vehicle. Both the battery and the ties should have been fixed during the 160 point inspection to "certify" this vehicle. My experience has been so negative with this "certified vehicle," at Lithia Toyota of Redding, that I feel I've made a grave error in trusting Toyota. When I got their the service department employees were snarky and rude. One of them said, "oh, I've heard about you." The owner pitched a fit that he was being held accountable for his poor decision to put a vehicle for sale on the lot that didn't meet the 160 point inspection standard. He was angry that he was caught. I am so thankful to ********* Toyota. I also thankful that Lithia replaced the bald tires but the employees treated me like I was a difficult customer. I was polite and respectful despite their behavior. I felt, despite their mocking behavior, that it was not these folks mistake, so I didn't want to be impatient or difficult. I am hoping that corporate Toyota will help along with help from BBB.

  Business response

  03/21/2023

  Ms. ******,

  We resolved your tire issue even though we have a different opinion then ********* Toyota about the tires on your car, we put 4 brand new tires on even though only 2 were in question and both tires were in spec when the car was certified.  As far as your battery goes it also passed the test at the time of inspection, you have had the car over 45 days, and unfortunately we have had a cold winter which can be hard on batteries.  We would be happy to replace it for at a charge of course, please reach out to our service department if you would like a price on replacing it.

   

  Sincerely,

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

  General Manager

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new vehicle from Lithia Toyota of Redding CA shortly after losing my home/vehicle in the **** Fire. I bought a 2018 Toyota IM. The vehicle wasn't on the lot as they had to have it brought in from another car dealership. Last year I noticed the paint was peeling off the top. I brought it to the attention of Lithia Toyota Redding when I had an oil change and was told they would look into it. After getting brushed off from Lithia Toyota Redding I contacted the Toyota ************************** at ************** and was given a case number in Oct. 2021 and was told someone would contact us. We never got a callback. I have tried to reach out to Lithia Toyota Dealer in Redding and was told there is a service bulletin for this issue but not for the color of my vehicle. We have the same exact issue as the white color but mine is a classic silver. I have received nothing but the run-around. The ********************* has been such an issue that Toyota has extended the warranty for 14 years due to this same issue I am having. Yet because I didn't get anyone to respond until just under 2 months after the warranty they chose not to do anything about it. It is on the top of my vehicle. I complained to Lithia Toyota Redding and was told sorry no complaints about the classic silver only the pear white. I have purchase several vehicles from Lithia Toyota of Redding. I still drive my **** Toyota Tacoma....and that paint is just now starting to peel after 27 years of owning it. I am greatly disappointed in the customer service with ****************************************************************** and ********************** Corporate. This is not the way to treat a quality customer. A customer that has referred numerous family members who have purchased their vehicles from Lithia Toyota Redding. Good customer service would be to take care of your customer. The paint/clear coat is coming off the top of my 2018 Toyota IM. We do all of our maintenance through LIthia Toyota and yet treated horrible and won't do anything.

  Business response

  05/19/2022

  ***********,

  Thanks for reaching out, let me look into this and we will follow up with you.

   

  Sincerely,

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

  General Mnager

   

*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. ↩