Complaints

• Initial Complaint

  12/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I went to Toyota on 12/12/24 with the intentions to purchase a used vehicle. We went over some numbers with the financial advisor to go over our payments, and we were first offered 8.56% apr, BUT if we do their warranty, it will go down to an 8.05%.. My husband then said no, we wanted to think it over after seeing how much our monthly payments were going to be. Then when we were leaving another financial advisor said he can change it to 7.5%. Which we declined and was treated poorly from the staff because we decided not to purchase a car from their lot. Which is not why we are upset, we ended up looking at another vehicle at a completely different lot, and while finishing up the paperwork on this completely new vehicle, we find out that Toyota ended up transferring our registration to the car that we WERE looking at on their lot without us signing ONE document. We were at the new dealership waiting for over 40 minutes on the phone for someone to just help us fix this issue so can switch over our current plates, which were just renewed this past August, 2024. Ended up having to purchase new plates and registration for our new car. Spoke to *** Keissami and **** *******, and both very unprofessional by not returning our emails or phone calls. For the General Manager *** telling me he has no idea what goes on in the financing or title and registration department. Definitely sounds a little concerning. All we want is to be reimbursed for their careless mistake and we can all go on our ways. And for them to be aware of this issue that they portrayed on us. What if we did not end up getting a new car till 2025? Our registration on our vehicle would technically be uninsured and potentially look stolen.

  

  Business response

  01/21/2025

  We never transferred these plates. While we started the process in our licence and title system, it was never completed. The system communicates directly with the state, and nothing is done on their part without everything being completed, and money sent. None of that happened, nor are there any records indicating it did at the state level. Having said that, as a gesture of goodwill we will send the $126 difference between new plates and transfer of plates to the customer at the address we have on file. 

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi my name is ****** ***** i recently bought a car from elgin toyota first they time they give me was 19 days I should receive the car but it took 2 months no contect no explaination i have to go every other day and the said come back in 2 days finally got the car went in the finance he told me my payments is $630 i told him its too much then he give me $567 he said he ran the numbers and he can help me out i was excited i sign the papers without reading when I got home and start going through the paperwork I saw he sold me warranty and gaping insurance for $4500 i called them next day and its been ********************************************************************************************** back and forth and i am tired that finance manager never worked after that day when ever i go to dealership he is never there please help me to get the warranty cancel

  

  Business response

  01/22/2025

  They reached out to the customer, he came in and they reviewed the warranties and what they cover and the benefits of having them. As a gesture of goodwill we refunded $1000, and the customer seemed happy after the review and discount.

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in looking for a car and saw a car I like I gave them my pre approval from my bank then the sales person asked if I can initial a paper for them to give me some numbers, I initial and then he comes back and tells me I cant finance with *********** but gave me options to finance through them. He told me what my payment would be if I put my down payment only then he tells me that I got approved for a Toyota credit card of 1500 to go towards my down payment to lower the monthly payment. I told them Im not interested in that at all and the manage ***** ******* tells me they already processed it. They opened a Toyota credit card for me without my consent. I did not even consent to them running my credit to finance with them I already had a pre approval before coming in to the dealership. Then they take be back to the office of the financial services manager ******* ***** he tells me that my payment are going to be more than $700 I told him no I do not agree I will not be buying anything, he then goes and gets manager **** ******* and they both tell me that due to me initialing the paper I cant change my mind. At this time I had not signed anything else other than the consent for the estimates payments. They tell me they already processed it and it is too late to change my mind, I did not want to but & i felt forced to signing. They did not go over any paper work until everything was signed they did not even give me my interest rate until after!! Today I went in and spoke with the ** *** Keissami, I told him that because I initialed **** and ******* told me I had to go through with it he said no at the time I could have still changed my mind but I was told otherwise by **** and *******. He offered no solution other than he will talk to them.

  

  Business response

  01/22/2025

  ******* ********* came into the dealership on 10/24/2024 looking to finance a 2019 Toyota Rav4 with no money down. We found a lender (***********) that offered a rate as low as *****% with a $3000 total down payment. She declined stating that she could only come up with $1000.00 down. We were then forced to use the next best option which resulted in her choosing TFS at a rate of *****% with only $1000 down. 
  
  She left frustrated that she couldn't take advantage of *********** approval even though she didn't have the down payment required for that approval. ******* came back into the dealership on 10/28/2024 requesting to talk with me directly. She had brought her brother and mom with her to request if it wasn't too late to have her add a cosigner to help reduce the rate and payment. Based on her request, we contacted *** and begged them to rescind the original deal to reapply with a qualified co-applicant. This worked and allowed us to reduce the rate and payment. She was happy when she left as the rate was reduced to *****% which was a reduction of 6++ percent. 
  
  We did our very best from the beginning to help secure the best financing option for *******, but we were at the mercy of the bank's final loan terms. We believe she is now happy with the outcome. 

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new Corolla Cross on 6-24-24. At that time, the salesman **** took my registration I was transferring over, and never gave it back. I called him on 7-22, and he downloaded a MVR report, that showed I sold the vehicle the plates had been assigned to, but no new registration. On 8-20, I went to the *** to process a sticker renewal on another vehicle. I explained the issue with registration on the Cross. The *** said the dealership has 30 days to get the form to them, and they did not have it in their records. I called the dealership and asked to speak with a sales manager. I was told nobody was available, but they would call me back. As of today, 8-23, that has not happened. I understand there was a software glitch that affected some dealers for a week or so. But they are in possession of 30 grand I paid for the car, including taxes. and I am sure someone could get at least got the registration to the ***, if they wanted to. If I get pulled over, I very well could be issued a ticket. I would appreciate anything you could do, to help me be in legal compliance, and also get the title I paid in full for. thank you. Serial number is *****************

  

  Business response

  09/18/2024

  Title was released on 9/11/2024. Title number 24255690144. 

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought in my 2018 Lexus RX on 2//5/24 for a routine oil change and to have my windshield wiper replaced, only to encounter a series of issues that left me thoroughly disappointed.Firstly, I was informed that my windshield had somehow become scratched during the service, and they assured me that a glass specialist would fix it. However, the lack of transparency and professionalism started when I was asked to leave my car overnight without any mention of a loaner. Only after I inquired about a loaner did they reluctantly provide one, a Toyota Corolla instead of the promised Camry.To add to the frustration, when my husband and I found my car in the "on" position while waiting, the response from our service representative, *****, was dismissive and unprofessional. His comment, "Well, things happen," was unacceptable when dealing with professional car technicians.The miscommunication continued when we were handed a Toyota Corolla instead of the promised Camry. When we questioned this, *****'s response was, "It's a car!" This attitude completely disregarded the inconvenience caused by their mistake and damaged the overall customer experience.The lack of communication further escalated when, by noon the next day, no one had updated us on the status of our car. We had to call and were informed it would be ready by 3, with a promise that someone would call us, but no call was received. When we went to pick up our car, we were handed a $20 coupon as compensation, only to find out later that the windshield was still scratched.Contacting the service manager, ***, provided no resolution. He promised to call us back after speaking to the glass specialist the next day. Days went by without any communication from ***. Multiple attempts to contact him were met with promises of callbacks that never materialized.

  

  Business response

  05/07/2024

  This vehicle came in literally missing an entire wiper blade on the passenger side. Windshield glass is extremely hard, and does not generally scratch easily. Putting on a brand new wiper blade does not all of the sudden somehow scratch the glass, which appears to have come from use of a completely worn out wiper blade, or something trapped in the blade for a long enough period of time to wear grooves in the glass. Despite this, we tried to help with the situation by asking our glass contractor to take a look and see what he could do. His assessment was the same, that this did not happen from an install or one swipe of a brand new blade. 

  This is a Toyota dealership, not a Lexus dealership. While we do have some loaners available, it's based on what becomes available, and in this case the Corolla comes up first. We do not generally reserve specific types of vehicles, but if we do it's for something like a minivan, and that is done well in advance of the appointment. 

  We performed the tire rotation for free, we discounted the wiper blade for the customer, had a glass polish performed to attempt to reduce the level of scratches at our cost, and gave a loaner for free. The total bill was $22. We are sorry about the inconsistent communication, but we are not going to offer anything else outside of what we have already done up to this point. 

  Customer response

  05/14/2024

   
  Complaint: 21531248
  
  I am rejecting this response because: 

  I do not agree with what the dealership has stated.  They are completely lying.  *****, who is the person we originally dealt with informed us of the mistake of them scraping my windshield.  We were told to leave my car overnight so that the glass person could fix it.  The next day, we were told it was fixed.  We noticed it was not fixed and immediately called the service manager.  He stated that he didn't even see a glass man on site but he could have maybe missed the glass person and that he would call the glass person to come in to fix it.  When my husband and I called a few days later after not hearing back we were told the glass person was out of town.  The sales manager then called me, but I was not able to answer my phone and he left a voicemail stating that once he got in touch with the glass person they could call me to come in to fix the glass.

  
  

  I did not take the car in with scratched glass.  Toyota Elgin service guys made several mistakes that day to my car and one of them was scraping the windshield wiper.  ***** is now no longer at Toyota.  I am very saddened and disappointed to be treated this way.  I would like for them to fix my windshield wiper.  How are they able to get away with this kind of service?  It's very unethical to try and say that I brought my car in like that. 

  
  

  I also still have the voicemail left by the service manager that I can provide to you all.

  
  

  Thanks, 

  
  
  Sincerely,
  
  *******************

  

  Business response

  06/05/2024

  This vehicle literally showed up missing an entire wiper blade on the passenger side (we have pictures of the vehicle when it first arrived). Everyone involved still works here, and they were all trying to help this customer as a gesture of goodwill, not because we damaged the vehicle. We stand by our response. 

  Customer response

  06/12/2024

   
  Complaint: 21531248
  
  I am rejecting this response because: I did not bring my car into the car dealership with one wiper blade missing.  Both blades were on the car, one just needed to be replaced.  I originally brought my car in for tire rotation and decided to have the blade fixed.  I was informed by ***** that THE DEALERSHIP MADE A MISTAKE and scratched my windshield.  They put me in a loaner car because they needed to fix my car.  They told me the glass guy would be in the next day to fix this.  I am willing to take this to court and testify under oath!  I also would like ***** to be called back in for this is***.  My next suit will be to *** the dealership for discrimination because I am a black woman being treated very unfairly unlike others.
  
  Sincerely,
  
  *******************

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a car. I came back to pick it up it was damaged. I pointed out the areas to repair. The dealer said they would fix it. They put a little paint on the keyed area and let left the rest damaged and untouched. It looks horrible. My truck is still there with no resolution. Its been two weeks.

  

  Business response

  03/11/2024

  This customer purchased a used vehicle. The ** spoke with the customers, and we were ultimately able to resolve this issue. 

  Customer response

  03/11/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I included a download. The sale of the car occurred on 12/26/23 and the resigning of the contract occurred on 12/28/23. The picture in the attached document is highlighted where there is a charge for Road Hazard Plus for $1,735; AWS Service Contract for $4,511 and Toyota Care for $2,082. There was also a charge for $699 for the *** Tag. Something that is sometimes marked up, but usually for no more that $200 and is something you can do on your own for about $25 according to my ****** search. I did not notice the charges until I went to refinance the loan I took out from Toyota Financial. Once we noticed all the extra charges, we called the dealership immediately (on 12-28-23) and went back to the dealership because the finance person told us we could not void the contract electronically. This was a three hour drive in the middle of a winter rainstorm. Not material to the complaint other than to let you know the mental strain he was putting on us throughout this process. When we got there two days after we signed the original contract he did take the three charges off and reduce the *** tag charge from $699 to $299. However, he sold us another warranty for $299 under the auspices that it was a theft deterrent system that would be turned off if we did not sign it. My son taped this conversation, so I may have him saying this on tape. I tentatively believe we were able to get the warranties off. Then they told us that it would take ***** days for them to get us new plates from our DMV because we are out of state. The Wisconsin DMV said it would be 4-6 weeks. That means they are holding onto the paperwork for some reason. My wife and I have now bought 7 Toyotas from five different dealerships, including one in **** and we have never been misled like this. I cannot tell you how awful this experience has been.

  

  Business response

  02/06/2024

  This customer was presented with aftermarket products that we feel provide added value, and choose to move forward with them at the time of sale. Not only where they listed on the buyer's order individually, but each one has a separate signed contract. When asked to cancel, the request was honored. We of course will walk through the product again to make sure there is a complete understanding of what you have and what you are cancelling so there is no confusion. 
  
  As for the plates, it can take up to 90 days, which is why the temps expire in that time period, but it normally does not take that long. We use a third party processor for out-of-state titles, and the state has their own timeline which we have no control over, but we just checked and are being told they should be there in about two weeks. 
  

  
  

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On january 10 2023 i left a deposit to purchase a car. I left **** dollars and had to reserve the car. When they called me they said they had another car available that was more money. I opted Out of the car and i asked for my money back. Its been almost a year and went back and fourth asking for the money and they refused to give me my money back. They said that money is for admin cost. Whats going on i didnt purchase anything. All im seeking for is for my deposit of **** i left which i Still have my receipt for.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Fui a comprar un carro y firme un contrato de una mensualidad de 915 $ y una inicial de va 1500$ y Sab ** e we nido ellls que mi score **** est bajo y ahora me va llaman diciendo que debo pagar 2.000$ ms que las cuotas me van a subir, no puedo pagar ms ****** mi capacidad de paso no puedo. Y yo con ellos he sacado dos carros soy cliente de de ellos con pagos puntuales ahora me quieren aumentar montos de va pago esto me va llena de estrs y no es posible me siento burlado

  

  Business response

  12/29/2023

  We do not loan money, nor do we make the ultimate call on a finance contract, that is decided by the lender. In this case, we submitted with a lender for consideration, and they came back with certain stipulations, including more money down for them to approve the loan. Depending on the time of day, we do not alway receive a decision right away. The lender ultimately needed an additional $2000 down in order to approve the loan for the new **** RAV4. We passed along this information to the customer, and offered an alternative used vehicle that another lender agreed to approve with the original $1500 down. The customer ultimately went with that option. 

• Initial Complaint

  08/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My wife and I purchased a new 2023 Toyota RAV4 from Elgin Toyota on 11/30/22, costing $43,229.84. On this date Mr. ************************* promised this purchase price included Toyota Elgins agreement to provide a second duplicate key fob within 3 to 4 months of the purchase date.Elgin Toyota did not furnish the key fob as promised. On 4/27/23 I spoke to ************** about this failure. He apologized for the delay, but assured me we would receive the key fob by July 2023.On 8/23/23 I called the ****************** at Elgin Toyota and inquired about obtaining the promised duplicate key fob. A person named **** verified they had an available key fob in stock, further stating if none were presently in stock, he could order it and the fob would be available the very next day. He stated the cost is $229.14 for the key fob itself; $87.00 to program it; and $30.00 to cut the key. **** stated there would be no charge for the duplicate fob if I had an authorization letter from Toyota, but without the letter I would be charged these amounts; ($346.14 in total). Weve never received such a letter from Toyota.I objected to having to pay for an item that was promised to me more than 8 months ago and was already included in the purchase price of the vehicle. I then spoke to ************** who stated I should receive a letter from Toyota no later than the end of September. I told ************** that his promise of future action could not be trusted since he twice previously failed to deliver on earlier promises; I should not have to wait any further for the duplicate key fob; and I should not have to pay for any of the presently available key fobs. I believe *** ***** has broken the verbal contract made on 11/30/22 to furnish the second duplicate key fob; the failure of agents acting on behalf of Elgin Toyota to provide the duplicate key fob is tantamount to fraud; and Elgin Toyota must be directed to immediately furnish the second duplicate key fob for our vehicle purchased on 11/30/22.

  

  Business response

  09/20/2023

  It was explained repeatedly to this customer that this was an issue with ********************** not being able to supply second keys for many vehicles due to a chip shortage. Toyota has a choice to either not sell thousands and thousands of vehicles in order to deliver two keys to some, or to sell vehicles with only one key until they could eventually get the second keys to the customers. Again, this was an issue originating from the manufacturer, and not the dealerships. This key situation affected ******* vehicles sold in the U.S. across the entire Toyota line of vehicles, including the RAV4 purchased by the customer. 

   

  Toyota has been finally rolling out the replacement programs in waves starting in July. The second wave of notifications came this month. ************** was demanding that we deliver a second key to him free of charge despite the fact we had exactly ZERO to do with the supply chain issue, or the replacement timeline. We were frankly surprised it has taken this long, and understand the frustration, but that is on Toyota corporate. 

   

  In terms of the parts department availability of replacement key fobs: of course our parts department had them available to purchase, as they are critical to have on hand for sale (or at least orderable for Toyota with relatively quick turnaround time). We literally have a different parts ordering process for keys to be used for the second key fob program and normal replacement keys. There were 198k vehicles on the road with one fob, and if that one goes missing, the dealer body needs a supply to rectify the loss, as otherwise the vehicle is dead in the water, so to speak, which is a situation Toyota has to balance with the second key problem. ************** had the ability to purchase a keyfob as back-up until Toyota was finally able to supply the second key included as part of the sale. It is unreasonable to expect Elgin Toyota to pay for that key. We buy our replacement supply from Toyota, and we do not get reimbursement unless the vehicle was in their system for the second fob program, which didn't start until recently, and this car had not yet qualified (it appears ************** was finally able to get a second key from another dealership last week or so). 

  Customer response

  09/21/2023

   
  Complaint: 20520325
  
  I am rejecting this response because:

  Despite having key fobs available or readily available at all times, Elgin Toyota failed to deliver on its promise to provide a second duplicate key fob within 3 to 4 months of the 11/30/22 purchase date. Elgin Toyota acknowledges the second key (was) included as part of the sale. The seller was Elgin Toyota, not Toyota, not the manufacturer and not Toyota corporate. My wife **** and I were the buyers. Our purchase agreement was exclusively with Elgin Toyota, not any other Toyota entity. Elgin Toyota was fully aware of a chip shortage at the time of purchase, but nevertheless sold us the vehicle on the promise they would provide the second key fob within 3 to 4 months of the 11/30/22 purchase date. When this promise was made, ************** did not state receipt of the second key fob was subject to availability through a second key fob program. Other than the 3 to 4 month waiting period, ************** did not express any other limitations or conditions on Elgin Toyotas ability or intent to deliver on its promise. Whether secured through Toyotas second key fob program or through its own parts supply system, Elgin Toyota had a duty to deliver the second key fob to us within 3 to 4 months, as promised. Elgin Toyota has miserably failed to deliver on its purchase agreement promise and to date refuses to acknowledge this failure.
  
  Sincerely,
  
  *******************

  

  Business response

  10/10/2023

  As stated in the first response, the second key situation affected ******* vehicles manufactured by Toyota. We have exactly zero control over when the manufacturer was able to finally start rolling out their second key program. We were getting vague guidance from Toyota on the roll out dates, and it unfortunately kept getting pushed back. While we understand the customer's frustration, the explanation given for this situation was clear regarding the program and the dealership's situation. We have nothing more to add. 

  Customer response

  10/10/2023

   
  Complaint: 20520325
  
  I am rejecting this response because: 

  Elgin Toyota acknowledges the second key fob was included as part of the 11/30/22 sale and it is undisputed that they promised to provide the second key fob within 3 to 4 months of the purchase date. On 8/23/23, when speaking to an employee in the parts department we were surprised to learn for the first time that Elgin Toyota had key fobs available or readily available. And Elgin Toyotas 9/20/23 BBB response astonishingly suggests that they have had key fobs available or readily available through their parts department at all times since we purchased the vehicle. Contrary to Elgin Toyotas false claims, we were not made aware of Toyotas second fob program until reading it in their 9/20/23 BBB response. Whether secured through Toyotas second key fob program or through its own parts supply system, Elgin Toyota had a duty to deliver the second key fob to us within 3 to 4 months and failed to do so.

  
  Sincerely,
  
  *******************

*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. ↩