Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They had a computer issue while doing the paperwork for my lease, so they increased my monthly payment and said they would offset that by giving me a refund for the total amount - $1765.00. That was over two weeks ago. Despite my repeated requests, and repeated assurances by them that the check was issued, I have still not received it.

  Business response

  02/12/2025

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

  
  

  To explain the matter with *************** negotiating a lease with *** ***** he was putting a substantial amount of money down between cash, trade in equity, and rebates. When we went to contract the lease with Toyota ********* services, the amount of the cap cost reduction was greater than what the bank would allow without doing a one pay lease. With that being said we had to cut him back a check for roughly $1765. *** **** was told the check would be cut and mailed to him as the office was closed for the day when he took delivery of the car. The check was then cut and mailed by 12/31/24. *** **** then deposited the check on 1/14/25. We relentlessly tried to contact *** **** but weeks went by before hearing from him back via email, where he said himself that he received the funds and we should consider the matter closed. 

  
  

  I hope this helps, please let me know if you have any additional questions. 

  
  

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

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 25 2024 we visited Toyota City to explore a car purchase. After considerable pressure and assurance of refund we placed $515.00 deposit to hold an on-lot car. We did this only because we were given absolute assurance that this would be returned if we changed our minds within several days. The same afternoon, we called to say that we had changed our minds. We were told the $ would be credited to our Mastercard account. We made several calls to Mastercard (they have a record) which stated that no such credit had been put into our account or may have been removed from our account from the dealership. On subsequent calls to the dealership they sincerely apologized and assured us that the $515 credit would be put into our Mastercard account immediately. To date, this credit has yet to appear on our account. We are, ofcouse, disputing the charge through Mastercard,. We thought or hoped that the Better Business Bureau might be able to expedite this as we would like to purchase a car (from another dealership) but will not do this until our credit is issued. We also hoped that others who check your website might see that extreme caution should be used in purchasing from this dealership.

  Business response

  06/28/2024

  Dear Better Business Bureau,
  
  We have received the complaint from ************************* regarding the refund of their $515.00 deposit. After a thorough review of our records, we can confirm that the refund was processed and issued to the customer's Mastercard account.
  
  We sincerely apologize for any confusion or inconvenience this matter may have caused. It is possible that there may have been a delay in the transaction being reflected in the customer's account. We recommend that the customer follow up with their credit card provider to verify the transaction and confirm the status of the refund.
  
  We take customer satisfaction very seriously and are committed to resolving any issues promptly. If there are any further questions or concerns, we are more than willing to assist.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  ***********************;

  Parts and Service Director   
  Toyota City  
  ***********************************

  Customer response

  06/28/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  04/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased a new 2022 Rav4 in October 2022. At the time, only given one electronic key. Advised that second key to be made available shortly. Follow up on Nov, Dec off 2022, advised by salesman that there is a shortage of keys from manufacturer. Followed up in January and spoke with sales manager who advised that there continues to be a shortage of keys. Advised that most likely will be available in March. March came and went with no key. Emailed manager last week (April 6) with no response. Send an email out this morning again to manager and original salesman. Awaiting response.

  Business response

  04/25/2023

  Customer purchased vehicle on October 23rd, amidst a national key shortage by Toyota Manufacturing of North America. Customer knowingly took delivery of vehicle with only one key, with an IOU from Toyota's factory for the second key. This is a shortage that is still not resolved by the Factory. My business is a franchise of Toyota. We do not produce, manufacture, ship, or develop any Toyota products. We purchase them from the Manufacturer, and then sell them to Customers. The ongoing key shortage is not of my dealerships doing, nor is it our fault, however, when a customer purchases a ********************** from us, it IS indeed our responsibility to act as representative of the brand and try to answer any questions or concerns our customers may have. With that being said, the customer has been contacting us on a regular basis for the status of his second key. My self, and the client's salesperson have stressed to him multiple times that the second key is *****% owed to him, and coming, however, the production of it is out of our control and all we are able to do is contact our factory rep to see what is going on. Upon further investigation, our reps from Toyota have expressed that this is still a NATIONAL ongoing issue, that they are working tirelessly to resolve. The second keys for customers have gotten pushed back and are looking like they will arrive in the late spring/early summer of 2023. Once the customer was updated, the answer was not sufficient, so he decided to file a complaint with the BBB on behalf of an issue that is out of the control of my business. As sincerely apologetic as I am for the inconvenience, there is not anything our dealership can do besides wait for the second key. We are even unable to order a second key from the *** to replace the key at my own expense.

  Thank You,

  Customer response

  04/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is as satisfactory as it can be to me and the matter is not fully resolved, it is somewhat being addressed.

   The business response is mostly accurate. I was informed that no second key was available. However, I was lead to believe a second key was only a matter of a few days wait. After a few days wait, I contacted the dealer again and was told that a key should be available by the end of December (car was purchased in October). While a little off put, I accepted the rationale and waited until January to contact the dealer. Not receiving any correspondence or communication from the dealer (or Toyota), I contacted the dealer, spoke to the manager and expressed great frustration. Again, was told the story about Key shortages. At this point, not receiving any correspondence from Toyota saying there was a global key shortage, i seriously questioned the response of the dealer, believing that their reply to me was only a delay tactic. At that time (January) I was told that a second key would probably be available by the end of March. It was only in April of this year when I contacted the dealership by email requesting status of the second key did I get another call explaining again the global shortage and the representative then asked me did you receive a letter from Toyota explaining this? (I never received any such correspondence). I am still waiting for a second key. This has been an inconvenience to myself and my family since we share the cars use. Had I been informed of this global shortage at the time of purchase, I would seriously have reconsidered my purchase. I felt that I was misled by the dealer at the time of purchase because the impression they gave was that the second key would be soon available (originally within the week after purchase) then even December (which was off putting but I could accept). It is now seven months and counting and I wonder when such a key will be available. I understand that the dealership may have little they can do at this time, but they should have been more transparent. They should also be seriously lobbying Toyota corporate to resolve this issue because it is doing serious harm to the brand. Thank you
  
  Sincerely,
  
  ***********************************
  
  
  
   
  

  
  

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new Toyota Camry from Toyota City, **** **************., Mamaroneck ** *****. Included in the package were 2 item's which were never mentioned or discussed (see purchase agreement) part of a scam commonly known as "add ons". The 1st was an insurance policy called total protection. The charge was $995. It was meant to protect from.loss any indebtedness incurred from accidental destruction of a vehicle that was leased or paid by loan. Since my car was purchased with cash, the policy was inappropriate for me nor would I have bought it in the 1st place. Nevertheless the dealership refused to cancel it. I then called Toyota Finance only to learn that no such policy was registered to me or my car. Finally, requesting a copy of the policy and pertinent documents resulted in a run around and repeated promises, but the documents were never produced. The 2nd item was something called Crystal ******* a glass window treatment normally costing $250.00 by Toyota, but charged to me at an exaggerated price of another $995.00. A large part of the Crystal ****** package was a warranty against windshield damage which, in order to validate, required the submission of a sales receipt and a special registration form containing file numbers and other pertinent information. Needless to say, no documents were afforded me, and to make matters worse, the window treatmrnt supposed to provide enhanced shedding of rainwater and debris was not working, presumably because it was never applied in the first place. In summary, I am.protesting fraudulent charges of $1,990 for sham procedures and policies.as part of a scam commonly described in the media as "add ons".

  Business response

  03/28/2023

  The client was 100% correct.

  We have sent him his deposit monies back.

  Refunded on his credit card

   

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

  President

  Integrity Auto Group

  Customer response

  03/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

  Merchants  response has absolutely nothing to do with complaint,

  but it is yet another example of unscrupulous behavior. Merchant is 

  referring to a refundable deposit made in order to hold car in my

  name. Car was then purchased with a bank check for the entire purchas price, $32,526,39, but the deposit was not refunded. Ultimately

  I raised a dispute thru my credit co., Fidelity Card ember Service,

  who reviewed the transaction and reversed the charge.(see attachment).

  In summary, car was paid in full with cash and additionally

  a deposit was paid for with credit which was supposed to be refunded

  once purchase was accomplished. 

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  03/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought my car in for service in January 2023. There were parts that were needed for the repair that were ordered with Toyota national (they also did not have them in stock). Later on I was in a car accident and cancelled the order for the parts. I called the beginning of February and was told to give it a few days and the money would be credited to my CC. I have called numerous times at this point and still have not received a refund - reasons I have been given so far were: there was no parts manager to over see this (they have hired one?), they are waiting for Toyota national to get back to them, they were custom ordered parts (they were not they just didn't have them in stock) and they needed to see about a surcharge, and they needed to ask the service a manger (from the parts manager).

  Business response

  04/04/2023

  ************************* was owed a little over $700 for the refunded parts. The money was refunded. We cut a check and it was mailed out on March 29^th, to the clients home address.

   

  
  

  Customer response

  04/04/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

  Customer response

  04/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  I hope all is well. As part of my resolution  for claim # ******** a check was suppose to be mailed to me to issue a refund. The business stated the check was mailed 3/30. As of today the check has not been received. My mailing address is ********************************************************** 

   

  Best, 

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

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  04/24/2023

  Good morning a checked was mailed to the customer but was returned undeliverable. During that time the customer also filed a claim with her credit card company and was refunded by the credit card company so the check was was never sent back to the customer since she was already refunded the full amount.

   

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I just bought this car 3 days ago however, my issue is that the dealership added different warranty add-ons and told us they were compulsory when we tried to say we did not want them. The ************** was adamant that we had to get it and we felt that we didn't have a choice, so we signed it. When we found out that those add-ons were optional, my brother went there within 24 hours of purchase and asked to cancel those add-ons, but the Finance guy threatened us that if we cancel, they will increase our interest rate from ****% to more than 8%. When we told them they misled us by saying it is compulsory that we get those add-ons, the Finance Manager denied saying that. Why would we want to pay extra for nothing? Why deny us the right to cancel those add-ons within 24 hours? Why threaten us with more than double the interest rate? They told my brother to go back there tomorrow so they can relay this issue with the manager but when my brother went there, they were not there. My brother tried to speak with the manager, but the manager refused saying he only needs to speak with the Finance Manager. So obviously, they were trying to give my brother the run around. They just made him travel there again for nothing, without the intention of entertaining him. My brother is the one doing the transaction on my behalf because I am currently away for my military deployment. Their practice is very unethical, the Finance guy to be exact, scamming and threatening people. The Finance *** even told my brother " Why can't you pay $20?". He meant the $20 extra interest every month for the add-ons. How dare him actually make us feel bad for trying to use our money wisely. Why should we pay $20 extra interest plus about $80 so extra $100 every month for the next 5 years for the add-ons they forced on us? I want to help cancel those add-ons because I did not want them to begin with. Those were I think Maintenance ***** Warranty ***** Crystal ******* and Total Loss Protection. Thank you!

  Customer response

  12/15/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ********* *****************************
  
   
  
  

• Initial Complaint

  10/17/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had a leased Toyota corolla, I went to dealer at Toyota City and signed a contract to buy it. Once I reviewed carefully the contract, I decided to terminate the contract . He sent me the cancellation on 8/9/2022 (I'm attaching the documents). But he did not send the cancellation papers to Toyota financial. He's refusing to send the papers despite multiple calls and emails. Currently the account is still open (since August 2022) at Toyota Financial and 900$ are due. My credit score went down by 50 points. I'm attaching the cancellation, papers.

  Business response

  10/18/2022

  Good evening,

         The client was here and purchased her vehicle, several days later, she decided she did not want to go forth with transaction. Client was advised that motor vehicle was started and the financial institute was involved so it may take a bit to get everything canceled. Everything was sent over to the bank except that because of the cancelation, there was a $5.00 discrepancy that we were not aware of. The day this complaint came over, we contacted the *************** and were told of the discrepancy. Immediately we sent the $5.00 check overnight. We called the *************** and let them know that the check was overnighted. We will stay on top of it and inform client when everything is closed.

  Customer response

  10/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   To the bureau of
  First of all thank you for your intervention as the dealer was assuring for more than 2 months me that he sent the complete documents to toyota and did not mention anything at all about the 5$ cheque. 
  I checked with Toyota today as I am doing everyday. They did not receive anything from him until you contacted him. 
  Unfortunately they  have also assured me today that the documents they have received  from the dealer, only after your interference, are neither clear nor dated nor signed correctly which make it for them impossible to process. 
  Additionaly they have not received any cheque from the dealer so far.
  May I ask you if possible to please intervene with the dealer as I only want to stop the financial harm on my credit score and the psychological distress he is still causing me by refusing to fulfill his duties in sending the complete documents.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  10/24/2022

  Good morning,

     The $5 check that was the hold up has since been received and cashed, not sure with whom she has checked but everything now is in the Financial institutions possession. The balance of the amount has been in the bank for weeks, the hold up was a $5 balance there is nothing else for us to submit. 

*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. ↩