Complaints

• Initial Complaint

  01/24/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I scheduled my 15k mile maintenance on the app to get my tires rotated. For 2 days before my appointment, they blew up my phone asking me over and over if I would like a "free appraisal". The calls started at 8am on my day off and haven't stopped yet, today is now 2 days after my tire rotation. On the day of my tire rotation, I advised ****** that I didn't want any more phone calls. I explined to her that the last time they "appraised" my truck, they were very disrespectful of my property. They peeled off my custom fit car seat covers and never put them back on. It's no easy process to install these seat covers and they had no business removing them.For two days since my tire rotation, they have been blowing up my phone, wanting me to elaborate about my experience, answer follow up questions, etc. I finally told them that if they called me one more time, I'd escalate my complaint to the BBB, and sure enough, within an hour, someone was calling me, insisting I listen to them. I told her not to ever call back and as I was hanging up, she was talking over me, aggressively trying to keep me on the phone. This is beyond unprofessional, it's beyond inappropriate, this is nothing less than harassment. I block their number, and they simply call from a different number. If they call me one more time, I will be calling Vancouver Police for harassment.

  

  Business response

  02/13/2025

  Dear BBB, 
  Regarding Mr. **** *****, we apologize for the multiple calls from our dealership. We have had our ****************** and our ************************** Center put Mr. ***** on our Do Not Contact list.
  
  Sincerely,
  ******** Vancouver Toyota
  

  
  

  Customer response

  02/13/2025

   
  Complaint: 22855327
  
  I am rejecting this response because:

  The dealership has continued to email me and send mailers via ****, asking to buy my truck. 

  I continue to block their emails and they simply send emails from other addresses. 

  I do not want ANY communication from this business ever again. Not by phone, text, email, ***** nothing. 

  This was no less than 25 phone calls (after I explained to them to stop calling), no less than 15 texts and emails and now two letters in the US Mail. 

  These were not robocalls or automated calls, these were all calls from the same woman that continued to call several times after I told her to stop, she would call back repeatedly and demanded I listen to her. She even called me from her own cell phone after I blocked the numbers she was calling from. This was nothing less than stalking. 

  
  Sincerely,
  
  **** *****

  

  Business response

  02/17/2025

  Regarding Mr. **** *****, we apologize for the multiple calls from our dealership. We have had our ****************** and our ************************** Center put Mr. ***** on our Do Not Contact list that should take care of the calls, emails and mail from us and our vendors. If he wishes no more contact from Toyota Corporation he need to contact their **************** ********************** to get on their Do Not Contact list.
  
  
  Sincerely,
  ******** Vancouver Toyota

  Customer response

  02/17/2025

   
  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

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During the month of December 2023, I purchased a used vehicle from Vancouver Toyota, I/we specifically instructed ***************** FINANCE MANAGER that we wanted to pay for extended maintenance insurance separately so the monthly would not change. We gave him $2000 in cash (which he gave us a receipt for only $2000), then proceeded to charge our credit card for the $2600 and increased the total sale price, showed the $2600 credit card charge as an additional down payment., added the extended maintenance warranty into the sales order ensuring that the monthly amount would not change. When we asked why he was showing the extended maintenance into the contract, he stated that he had to show it as a purchase in the whole deal. We did not question his response because the monthly payment did not change. When I questioned the General Manager ***************************, he specifically told me "the contract was signed by us" and stated he could do nothing. ******************************* , General Manager supports the conduct and dishonestly of his employees as in this case and one can see clearly how they do business.

  

  Business response

  09/02/2024

  ************** purchased a 2019 Chevrolet Tahoe VIN# ***************** on December *******. ************** also purchased an extended warranty from us at the time of purchase. ****************** payment did not go up as he gave us the money for the extended warranty and his down payment at time of purchase. ************** received his extended warranty with no change in payment as he paid for it in full at time of purchased therefore no interest is being accrued on the loan for the extended warranty.

   

   

   

  Customer response

  09/04/2024

   
  Complaint: 22188010
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased car on May 8th 2024 Had transmission failure within 2 weeks Has been in shop total of 7 times in a year and ******* miles for various issues.Vehicle died in Mcall Idaho leaving family stranded.Towed back to Vancouver to Toyota, now has catastrophic engine failure and am quoted $6200.00 to replace at my expense as the car is out of warranty by 2 months.

  

  Business response

  08/17/2024

  **************** did purchase his vehicle from us in May 2023, At this time, we are working diligently with **************** to come up with a resolution, We have given him a couple options that he needs to discuss with his wife before making a decision.

  Customer response

  08/23/2024

   
  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

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a truck from this dealership. It is missing parts not disclosed at the time of purchase, such has the driver side head lamp bulb retention clip. They said they never changed the bulbs, but they should have checked before sale. Window and lock control buttons falling out of housing on door. Bought less then ****** miles ago and they say will only cover if switch panel is broken, not door panel. Sold with bad battery, sold with torn control arm bushing. All none disclosed. Im working with them now to handle the problem, but they are being iffy about making it right about the missing bulb retention clip missing at the time of sales.

  

  Business response

  07/10/2024

  ************* purchased his 2015 Toyota Tacoma on 6/19/2021 VIN# ***************** with the mileage of ******. ************* also purchased an Extended Warranty covered by Toyota. Mr. **********;has been in for service several times since his purchase and has never stated an issue with the headlamp or retention clip. ************** has called Vancouver Toyota several times and Vancouver Toyota has asked for pictures of the headlamp and have not received those either. Vancouver Toyota has advised ************** that we would look at the vehicle to see if his issues are covered by his Extended Warranty , Extended Warranty covers manufactured defect only.

  Customer response

  08/13/2024

  Hello,
    I have not been given appropriate time to respond. This was the first time having to change my head light bulb, that is why I never said anything. I have indeed been in multiple times. They sold me the truck with a bad battery and a torn control arm. Had to use warranty to fix only 6 month after buying. With such low mileage, how was the control arm torn? All the times I went in they never topped of my fluids, causing me to have to go back. This last time they did approve my window control button housing for warranty repair, ****, their customer service specialist has confirmed they will reimburse me for the clip and install for free at the time of the warranty repair. I paid $65 this last time to
  Also have my truck checks and an inspection done. They did not do the inspection or top off my fluids, **** confirmed this also and said they will do a free diagnosis when I come in for the warranty fix. Over all, they sold me a truck as new that had multiple little problems. **** has said they will do right by me. I am dealing with a cancer biopsy and have not been able to go back in due to this. I explained to ****, their customer service rep., that I was very busy and it was important they did the work when I came in. They failed to do the proper inspection or top off fluids during that visit, yet made me pay for it. Since the other issue is a warranty issue, I shouldnt have had to pay for anything, since the inspection was not done. As soon as they fallow through with making things right, I will be comfortable closing this claim. I do not want this claim closed until they fallow through and correct the short falls. Trying to charge me close to $900 for a clip missing at time of sale.
  
  *******************
  Complaint#  
   #********.
  

  
  

  

  Business response

  08/13/2024

  We have not seen ************** since our last response and will just reiterate our last response again:

  Mr **********;purchased his 2015 Toyota Tacoma on 6/19/2021 VIN# ***************** with the mileage of ******. Mr.**********;also purchased an Extended Warranty covered by Toyota. Mr. **********;has been in for service several times since his purchase and has never stated an issue with the headlamp or retention clip. Mr. **********;has called several times and has scheduled several appointments but has not shown up. Vancouver Toyota has asked for pictures of the headlamp and have not received those either. Vancouver Toyota has advised Mr. **********;that we might be able to offer some 'Goodwill' assistance but we would need to see the vehicle and get a proper diagnosis

  Customer response

  08/15/2024

   
  Complaint: 21929601
  
  I am rejecting this response because:

   It is a bold face lie to say I have not shown up for appointments. I have not scheduled any appointment yet to come back in. **** has already assured me they will install the clip for free, do the warranty work for free, and re do the diagnostic they made me pay for but did not actually do. I am not sure why Toyota is lying and saying I have not shown up, I have just not come back in yet. It is sad they would lie in such a way. Regardless, they will be fixing everything for free and reimbursing me for the clip. Already set this up with ****. Their response is not in line with what was agreed upon with their **************** Specialist ****. I do know they fail to communicate to each other quite often, another failure on their part. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought my car on 4/19/21 with an extended warranty which expired last yr. When I brought my car in for service last year, they recommended engine replacement or a new head gasket. They did repairs to the head gasket and did a valve adjustment instead of doing a full engine replacement knowing that thats what was needed. I have attached the complaint the details more below. I also want to add that my car year has a recall which involves the engine replacement however it was not included in the recall for some reason and I am handling that with Acura. But I want to know that my car has been brought in for service and engine issues related to the issues I am currently having since 2017 I have the service records which I am going to attach below, Vancouver Toyota needed to be replaced and failed to replace the part now my car is an operable. Ive only had it for three years. It only has ******* miles on it. I owe a $30,000 balance on the car and theyre wanting me to trade my car in as the alternative adding the loan I have to that car or put a used engine in my car at ****** miles and spend $11,000. I additionally want to add that I also had to pay for my head gasket last year as well as Vancouver Toyota also made me pay for their rentals for the entire duration that they had my car which was almost 3 weeks.

  Customer response

  05/27/2024

  Good morning, **** with Vancouver Toyota reached out to me on 5/25/24 offered to replace the engine free of charge as long as we paid for labor at $3500. We will agree to paying the labor only if we are able to pay in installments of two we are currently waiting to hear back from somebody to find out if were able to, proceed forward. 

  

  Business response

  05/29/2024

  Our Quality Control Specialist ************ has spoken with ************************* and come to an agreement on a price to replace an engine in her vehicle,

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/26/23 my 23 Toyota Highlander was in for a routine 10K ******** Change and additional key programming. When I was notified the vehicle was done and taking delivery the vehicle came into the delivery area with the drivers mirror folded away from the car damaged. I asked the delivery driver about it and she immediately called over a manager. ***********************, Service Quality Control Specialist, came out and greeted me. He acknowledged the damage and documented the damage and said he would arrange a fix for in the next few days. The damage done causes my mirror to shake and vibrate while driving down the road. It makes it very difficult to see out of the mirror. **** called me back and scheduled a repair. When I took delivery of the vehicle I proceeded to drive off and the shaking and vibrating was still present. I immediately turned around and went back into the service department. **** greeted me again and said he would call and arrange another visit. I returned on 10/03 and this time a rental was provided. I did not receive a call for several days. On 10/05 and was told the vehicle was ready to be picked up. When I was checking in I was told yes there is vibration in the mirror but no further action will be taken as this is a design flaw. I was given the Toyota Brand Engagement contact ************ to call. I contacted customer service with a detailed explanation. I was given a Case Number of ************. The following day I received a call from ***** at Vancouver and was told there is nothing they will do to fix the damage. She said its up to Toyota to fix the issue and closing the case. I have now called once a week since 10/05 to Toyota Engagement and have not received a call back. The vehicle did not have this issue before 09/26 or I would have presented it to Vancouver Toyota to have it corrected. Toyota Engagement keeps referring me back to Vancouver Toyota who has done nothing to fix the damage they caused. Please review RCW 46.37.400 (4).

  

  Business response

  11/20/2023

  ************************************* Toyota Highlander came in for an issue with the drivers mirror, we replace the mirror and is still had the same characteristic. The technician contacted Toyotas technical assistance hotline, they stated it was a design characteristic of the vehicle and advises no further repairs done to vehicle. Toyota's Field Technical Specialist  reviewed case and advised no further action at this time. We have explained this to **********************. Due to ************************** repeated unwarranted and disruptive behavior we have notified him that he is no longer welcome at the dealership.

  Customer response

  11/20/2023

   
  Complaint: 20886640
  
  I am rejecting this response because:  

  The damage was caused by the dealership while at the dealership.  This is noted in the service records on RO 6693639/1.  Not having a fix for the damage is not acceptable.  If a fix cannot be provided by the Vancouver Toyota or Toyota ***************** please replace the vehicle with a vehicle that has not been damaged or provide an equal vehicle until the repair has been completed.  Per **************** Law RCW 46.37.400 (4) All mirrors and backup devices required by this section shall be maintained in good condition. The current damaged state does not meet "good condition".  You cannot see out of the mirror while driving down the road.  This is noted in the service records on RO#*******/1.  Please have it noted that the "disruptive behavior" as refusing to accept that repair will not be completed.  It was first acknowledged and two separate attempts were made to repair the vehicle.  Now that Vancouver Toyota cannot fix the damage they caused, they are choosing to refuse the repair of the vehicle.  Vancouver Toyota provides recourse through the Toyota Brand Engagement Center.  This center only routes the calls and complaints back to Vancouver Toyota to resolve.  ************ provides no resolution. 
  
  Sincerely,
  
  *********************************

  

  Business response

  11/28/2023

  ********************** came in for for an oil change service on 9/26/23 and his mirror was pushed out of place, we explained to him that yes it was pushed out of place and that it was a folding mirror and designed to be able to move. ********************** was upset, so for customer satisfaction we replaced the mirror on 9/29/23. On 10/03/23 ********************** came back in stating there was a vibration, we compared to like vehicle, condition was similar in like vehicle, technician then contacted Toyota Technical Assistance and they stated it is a design characteristic of the ***************** Folding Mirror and do not advise any further inspections or repairs. Toyota's Field Technical Specialist reviewed the case and advised no further action at this time. 

  Therefore, per Toyota's recommendations there is not further inspections or repairs to be done.

  Customer response

  11/28/2023

   
  Complaint: 20886640
  
  I am rejecting this response because:

  Please review *** 46.37.400. (1) *********** vehicle shall be equipped with a mirror mounted on the left side of the vehicle and so located to reflect to the driver a view of the highway for a distance of at least two hundred feet to the rear of such vehicle and (4) All mirrors and backup devices required by this section shall be maintained in good condition.

  In the current state even driving on your property you cannot see two hundred feet through the mirror.  This a safety concern while driving the vehicle on public roads that is documented by the technician and verbally communicated by one of the service advisors. If Vancouver Toyota will not fix the damage and Toyota Motor Cooperation has no fix for a bad design that every 2023 Highlander has according to Vancouver Toyota.  

  I am simply looking for a defined resolution to this problem.  Having no solution or no offer for a solution is not acceptable.  

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

  

  Business response

  11/30/2023

  As stated before, ********************** came in for for an oil change service on 9/26/23 and his mirror was pushed out of place, we explained to him that yes it was pushed out of place and that it was a folding mirror and designed to be able to move. ********************** was upset, so for customer satisfaction we replaced the mirror on 9/29/23. On 10/03/23 ********************** came back in stating there was a vibration, we compared to like vehicle, condition was similar in like vehicle, technician then contacted Toyota Technical Assistance and they stated it is a design characteristic of the ***************** Folding Mirror and do not advise any further inspections or repairs. Toyota's Field Technical Specialist reviewed the case and advised no further action at this time. 
  Therefore, per Toyota's recommendations there is not further inspections or repairs to be done.

  If ********************** has any further concerns he need to contact the manufacture as we do no have anything to do with the design and manufacturing of vehicles

  Customer response

  12/01/2023

   
  Complaint: 20886640
  
  I am rejecting this response because:

  I have contacted the manufacturer through the Toyota Engagement Center at ************** that the dealership asked me to.  Attached is the response I was provided.  I also receive a call from the Toyota Engagement Center and was told the dealership needs to repair any damage they caused.  Toyota has no known record of a manufacturing defect that causes the mirror to shake and vibrate causing poor visibility.  The Toyota Engagement Center asked me to contact the dealership again which I have with no response.   

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

  

  Business response

  12/18/2023

  Our Service Quality Specialist (SQS) confirmed that the driver side exterior mirror was folded to the forward position when ********************** took delivery of his vehicle after service 9/26/23. Our SQS inspected the mirror and found no evidence of damage to the mirror and advised ********************** that the mirror is designed to fold forward without damaging components. ********************** returned to the dealership after leaving concerned about a vibration in the same mirror. Our SQS test drove the vehicle with ********************** and agreed that the vibration appeared abnormal and agreed to replace the mirror under factory warranty as this appeared to be a factory defect. When ********************** reported the condition still present after replacement, we reinspected the vehicle and provided ********************** a complimentary rental during our inspection as a goodwill gesture. We documented the conditions and requested assistance from Toyota Technical Assistance (TAS) by generating TAS case **********. *** advised that this condition is a reported design characteristic of the driver side power folding mirror with no remedy available. This was also confirmed as a design characteristic with no remedy by our regional Toyota Field Technical Specialist and Toyota Product Engineer. As a repair facility, our dealership does not administer manufacturing design. If ********************** has any further concerns regarding this condition he will need to contact the manufacturer. This information has been shared with the Toyota Brand Engagement Center so they can better assist **********************. Our SQS contacted ********************** again 12/15/23 to discuss this and shared that all this information has been shared with the Brand Engagement Center in order to better serve him. This is our final response to **********************.

  Customer response

  12/18/2023

   
  Complaint: 20886640
  
  I am rejecting this response because:

  The Toyota Engagement Center has no record of TAS case ********** or any known issue with vibration on Highlander mirrors.  After contacting the Toyota Brand Engagement Center I was informed the case would be closed because they do not handle damage done by the dealership.  The dealership is an independently owned and operated business and the manufacturer is not responsible for damages that the dealerships may have caused.  The Toyota Brand Engagement Center referred me back to Vancouver Toyota to rectify the damage.  I did finally receive a call from **** with Vancouver Toyota on 12/15/2023 but no new information was provided.  He explained he has sent all of the information to the Toyota Brand Engagement Center again. I asked what has changed and he said nothing has changed.  Vancouver Toyota has no plans to repair the damage as they believe it a design characteristic and can only refer me to the manufacturer.  I asked how do I contact the manufacturer and was told through the Toyota Brand Engagement Center. 

  The mirror did not vibrate before the mirror was pushed out of place.  The mirror does not meet **************** Law RCW 46.37.400 (1) in its current damaged condition.
  
  Sincerely,
  
  *********************************

  

  Business response

  12/19/2023

  Our Service Quality Specialist (SQS) confirmed that the driver side exterior mirror was folded to the forward position when ********************** took delivery of his vehicle after service 9/26/23. Our SQS inspected the mirror and found no evidence of damage to the mirror and advised ********************** that the mirror is designed to fold forward without damaging components. ********************** returned to the dealership after leaving concerned about a vibration in the same mirror. Our SQS test drove the vehicle with ********************** and agreed that the vibration appeared abnormal and agreed to replace the mirror under factory warranty as this appeared to be a factory defect. When ********************** reported the condition still present after replacement, we reinspected the vehicle and provided ********************** a complimentary rental during our inspection as a goodwill gesture. We documented the conditions and requested assistance from Toyota Technical Assistance (TAS) by generating TAS case **********. *** advised that this condition is a reported design characteristic of the driver side power folding mirror with no remedy available. This was also confirmed as a design characteristic with no remedy by our regional Toyota Field Technical Specialist and Toyota Product Engineer. As a repair facility, our dealership does not administer manufacturing design. If ********************** has any further concerns regarding this condition he will need to contact the manufacturer. This information has been shared with the Toyota Brand Engagement Center so they can better assist **********************. Our SQS contacted ********************** again 12/15/23 to discuss this and shared that all this information has been shared with the Brand Engagement Center in order to better serve him

  Customer response

  12/19/2023

   
  Complaint: 20886640
  
  I am rejecting this response because:

  This is a duplicate response made by Vancouver Toyota.  This is the exact same response made on 12/18/2023.  Again this shows that Vancouver Toyota has done nothing to actually resolve the issue.  They have damaged my vehicle and are not doing much to fix the issue.  They refer me to the Toyota Brand Engagement Center who only refers me back to Vancouver Toyota.  Vancouver Toyota's resolution offered is to contact the manufacturer.  I have done so based on the documentation provided.  The manufacturer has no known issue and no record of the case number provided by Vancouver Toyota.  Vancouver Toyota should contact the Toyota Brand Engagement Center they are referring me to and provide the documentation to show they have done this.      
  
  Sincerely,
  
  *********************************

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/14/23 my 2016 Lexus NX 200t was returned to me in worse condition than when it went into Toyota's service center. I went in for an oil change, they recommended a new battery and rear brakes. I agreed to replace the battery. This was written on my receipt:After battery replacement media system screen no longer functions. Tired all known fixes for INOP head unit. Unit us still inoperable. Found CSP with Lexus for this issue. Recommend repair at Lexus Facility. On 8/21/23 I took the day off from work to get my vehicle into the first available appointment after leaving Toyota. ***** charged me ****** to tell me that the internal failure to the head unit and recommend replacement if the head unit. CSP issue cannot be installed or repaired on a failed unit. Contacted Toyota, spoke to *********************** and *********************** and they refuse to resolve the problem and stated, the failure is not caused as a result of their workmanship. My issue: My battery in reality didn't need to be replaced. They state on the receipt, after battery replacement unit is no longer working. They did something - it was not returned to me in good condition and failed in my possession. I want them to fix my car. I truly feel that they should be responsible since it failed after a battery change in their service department. I have been told by several people in the auto repair field that they probably didn't ground the battery cables when installing the new battery and it fired the unit. There's no way for them to proof this didn't happen. I feel like I am being taken advantage of. Total repair cost was estimated at ******* but ***** agreed to drop the cost to $1730.00

  

  Business response

  10/10/2023

  ******************************* brought her 2016 Lexus VIN#  in on 8/14/2023 for an oil change service, during that service the technician tested the battery and it failed the battery test,  ****************************** was advised the battery failed the test and the technician recommended replacing the battery. ****************************** agreed to replace the battery. 
  
  
  After the battery replacement per manufacturer's technical guidelines the technician noted that the media screen no longer functioned. Technician found a Customer Support Program for this issue and recommended the customer to go to ********************************************************** performed a health check and found no DTC's (Diagnostic Trouble Code) stored. Found NAV display was ok due to reverse camera working. They checked all power and ground sources and found ok at this time. Found radio no operating and suspect internal failure of radio head unit.
  
  
  Vancouver Toyota advised ****************************** that our Master Diagnostic Technician that replaced her battery did nothing to cause the head unit to fail, as ***** stated it was an internal failure. Vancouver Toyota advised Ms. *************************** that we will not assist in the cost of replacing her head unit. 

  Customer response

  10/12/2023

   
  Complaint: 20705187
  
  I am rejecting this response because: The Tech that performed the work (Noted it was *****************************), was unable to identify the cause of the navigation and radio not working. Toyota kept my vehicle over night so that the master tech could review and advice in the morning. This is when the *** was recommend and stated only ***** could preform. Why couldn't Toyota's master tech determine the internal failure instead of recommending I go to Lexus for ***?? Master tech should of been able to detect that the system failed internally (***** stated they suspected internal failure). ***** stated power and grounding was found okay, but how do I know if Toyota replaced the fuse before I received my vehicle for proper power?? If Toyota is certified to work on Lexus vehicles, why did they send me to Lexus to pay $215.00 and miss work, for them to diagnosis my vehicle when I originally took it to Toyota. I would like to see the certifications of ***************************** and ****************************

  I would like proof that this was not your service departments fault. I brought my vehicle in perfect working condition and it was returned not in the same condition. If my vehicle is in your possession, you should be responsible for anything that happens.

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

• Initial Complaint

  07/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 6/7 my Toyota stopped running and needed repairs. It was towed into Vancouver Toyota. I needed a rental car so I went to the rental car desk and the lady told me I needed to give her a $250.00 deposit before I could take the rental car off the lot. I gave the lady my ***** debit card for the $250.00. Two days later on 6/9 my auto was repaired and I used my iQ credit card to pay for the repairs of my auto. I put the credit card into the reader machine and signed off for the authority and permission for this credit card to be used.I then went to the car rental desk and the lady said she would process my Chase debit card for the two days it was used and credit me the rest.I used two different cards. I used my iQ credit card for the repairs of my auto and my Chase debit card for the rental car.When I got my credit card statement there was a payment due for $52.18. I was confused and did not know what the payment due was for. I called iQ credit union and they did not know what this amount due was for. I then called Vancouver Toyota rental desk and the lady told me that the lady who rented me the car forgot to charge me for one day of the car rental. So they charged the extra day of the car rental on my iQ credit card. I have never given the rental car desk my iQ credit card or have I ever given them the permission or authority to use my iQ credit card. Only my Chase debit card. I notified the iQ ************ and they made out a dispute to **** about Vancouver Toyota using my credit card without my permission or authority. **** said there was not an error. I thought it was against the law to use someone's credit card without their permission or authority.Vancouver Toyota never notified me by phone or mail telling me that they made a mistake and did not charge me for a day of the rental car. They just put the one day rental on my charge card without my authority or permission.

  Customer response

  08/12/2023

  Vancouver Toyota is not going to respond to my complaint?

  Customer response

  08/16/2023

  Yesterday I spoke with ***** and ***** from ****** Vancouver Toyota. They claim that I used my iQ credit card on the auto rental which I did not. I have both of the transactions of the auto rental on my online Chase debit account. Since ****** ********************** auto already had my IQ credit card information from the repair of my car they used my credit card to pay for the extra day of the auto rental without my authorization or permission. I offered to send them a copy of the Chase statements of my debit to show them that is the only card I used for the auto rental and that I have hard evidence but they refused to receive it. 

  

  Business response

  08/16/2023

  
  We spoke with our Rental Manager and she stated that Ms **** came in and put a $250 deposit on one card ending in ************************************************* the amount of $52.18 on a different card ending in 6191  at the same time. Ms. **** repair took longer than one day so when she came in to pick up her vehicle she came to the rental desk our Rental Manager asked her if she would like the remaining balance for her rental taken out of the deposit and Ms. **** stated yes. Both cards were ran at the rental desk and were chip read and had Ms. **** signatures.
  
  
  
  

  Customer response

  08/17/2023

  ****** Vancouver Toyota wants me to copy the transactions that are on my computer from ***** from my debit card for the rental car and they want me to bring it in to the tomorrow 8/18 for them to view along with my iQ credit card statement.

  Customer response

  08/24/2023

  I took two documents to Vancouver Toyota last Friday. These documents showed them that my numbers on my bank accounts are correct and what they have on their computer is not correct. I saw issues with fraud because they used my credit card without my permission or authorization and it also showed me that they copied my name from a previous charge which I used my credit card and signed my name electronically to pay for the repair of my car. They copied my electronic signature to use on the unauthorized credit card amount for the rental car which was $52.18. This is forgery. Two very serious offenses. I have not heard from them since I last showed them my bank documents.

  Customer response

  09/03/2023

  What happened to my on-line complaint?

  

  Business response

  09/15/2023

  We spoke with our Rental Manager and she stated that Ms **** came in and put a $250 deposit on one card ending in ************************************************* the amount of $52.18 on a different card ending in 6191  at the same time. Ms. **** repair took longer than one day so when she came in to pick up her vehicle she came to the rental desk our Rental Manager asked her if she would like the remaining balance for her rental taken out of the deposit and Ms. **** stated yes. Both cards were ran at the rental desk and were chip read and had Ms. **** signatures.

   

  Ms.**** came in and met with our Service Manager who tried to explain to Ms. **** that the card was chip read meaning that the actual card had to be inserted into the machine for payment. The transaction that Ms. **** is questioning also matches her signature on her prior invoice.

  
  

  Customer response

  09/15/2023

   
  Complaint: 20357963
  
  I am rejecting this response because:

  ****** Vancouver Toyota is not telling the truth regarding the credit card issue for the rental car.

  I used only my Chase credit card for the purchase of the auto rental with Vancouver Toyota. On 6/7/23 I approached the Vancouver rental desk and gave the rental car lady my Chase debit card for $250.00. She told me I would need to put that deposit down on the rental car before I took it off the lot.

  When I returned two days later I paid for the repair of my auto and I put my iQ credit card in the card reader machine and the man asked me to sign my name on the electric pad which I did. I then went over to the rental car desk and the lady asked me for my card so she could process my rental car payment for using the rental car for two days. I gave her my Chase debit card which I originally gave her and she told me she would credit me for the days I did not use the car.
  

  When I received my iQ credit card statement there was a purchase on there I was not aware of. It was for $52.18. I know every ***** I have put on my iQ credit card and that purchase and amount I knew was wrong. I notified IQ credit union and they said that it ran as an advanced loan. I knew nothing about an advanced loan. They told me I should call Vancouver Toyota and ask them if they know anything about this charge. I called Vancouver Toyota and they told me that I should talk to the rental desk. The lady at the rental desk told me that the lady who processed my rental car payment on 6/9/23 made a mistake and only charged me for one day. I then went on my Chase debit card statement on line and the lady indeed charged me for only one day. Instead of notifying me and telling me that I had only been charged one day by mistake someone used my iQ credit card for $52.18 for the one day rental they did not charge me for without my authorization or consent.I would have gladly sent her a check for the one day charge she forgot to charge me for.
  

  I then spoke with ***** and then ***** and arranged for me to take the two copies of statements that I had from 1Q credit union and my on-line bank statement from ********** for my debit card. I met with *****. She viewed my statements and told me that the amount she had on her computer and the amount that my Chase debit card on-line statement were different. She showed me a copy of my signature that she said showed that I signed for the $52.16 rental car payment with my iQ credit card. It was my signature but it was the same signature I used to pay for the repairs of my auto which was $1,093.00. I remember what that signature looked like. Vancouver Toyota copied that signature I used for the repair of my auto and used it to claim I used my iQ credit card for the $52.16 one day rental which they put on my iQ credit card without my knowledge.

  So Vancouver Toyota is covering up a fraud and forgery crime to try and make it look like I am not telling the truth and actually did use my iQ credit card for the one day rental cost of $52.16.

  Thank you BBB for you time and effort on this
  

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

  Customer response

  10/11/2023

  So Vancouver Toyota would not respond. That shows their business character and integrity.

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  June 8th I financed a 2014 **** focus from Vancouver Toyota. The night of August 12th whilst doordashing the car broke down with a transmission failure error message. We were told that they themselves couldn't run diagnostics and they had to send it to **** because it's a possible recall (said recall has been around since before we bought the car but because they "don't have access to **** systems" they weren't required or able to fix the possible issue before we purchased it). (Why they are selling cars they aren't able to see the systems for is beyond me). We were told September 21st was when **** was going to be able to get to it, and until then if we needed a vehicle we would have to pay $42 a day until it diagnostics were run to see if it was covered by the **** recall or if it is covered by the Toyota warranty. We have been calling since Septmeber 21st, and it is now 1 pm on the 23rd. Everytime we get told the man handling our case is busy and not answering, and that the employee who did answer our call would go look for him and call us back. Which has yet to happen. We have not had the car in which we have been paying the payments for since before the 2nd car payment was even made. And they cannot even be bothered to let us know what's going on. We have been waiting because whatever it's covered under is who will be reminbursing us for the almost $300 a week we have been paying for this rentall

  

  Business response

  09/28/2022

  McCords Vancouver Toyota has reached out to ********************************* and let him know we have reached out to the ************************* and they have agreed to cover the repair of his vehicle, we are also taking care of the rental cost incurred while waiting for a response from the *************************.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They sold me a 2009 Fj with a roof leak causing damages to the car and safety malfunction of the vehicle. The dealership also failed to mention the dome light didn't work inside the car and the passenger mirror light didn't work. When brought to the intention of the dealership they made us paid for the dome light to be fixed (bulb) and basic diagnostic (180). When I notice the wet spot getting bigger than when I bought it I knew it was not inspected properly. I took it to the longview Toyota and they mention I need roof to seal it properly. So I took all the paper work from signing and explained yo Vancouver Toyota you sold me a 24k car with a roof leak cause safety malfunctions. We have taken the car to the dealership twice to get it repaired. First time they didn't remove tape and left bando in the Grove. The second time the lied about the body shop that fixed it "***** auto body" when arriving to ***** to talk to him he said he quoted Toyota but they opted out on fixing it properly (**** ish) to fix my roof properly. Toyota declined to fix it properly and do it them self and my roof still not sealed properly with alot more visible damage. I took it to get apprised today at the longview Toyota and they even said it wasn't fixed properly and offer me 13k for my vehicle cause it need roughly 7k in roof repairs. They haven't fixed the problem to the car they sold me. I would like to either have my money reimbursed, the project Done correctly and 8 months of my monthly payment backdated.

  

  Business response

  08/24/2022

  Client ************************* purchased a 2009 Toyota FJ Cruiser from our dealership in October of 2021, during a cold/rainy winter. At that time, there were no complaints nor issues of a roof leak.  ****** states, after owning the vehicle for two months, he noticed a leak in the roof and brought it in for service. Today, 8/24/22, ****** came in to get an appraisal to sell or trade in his 2009 Toyota FJ Cruiser.  ****** was eventually given $16,000 trade in value which is $600 over ****** Blue Book trade in value in "good" condition.  ****** was upset about this number wanting excellent trade in value, ****** then stated he would get his attorney involved.  As a customer service gesture, and due to ****** being upset, I authorized the excellent trade in value of $17,000 to satisfy the client's request and make sure he was happy due to his dissatisfaction with his FJ Cruiser.  We are here to help ****** trade in his 2009 Toyota FJ Cruiser and get into a vehicle he would be happy with.  

  Customer response

  08/24/2022

   
  Complaint: 17758592
  
  I am rejecting this response because:
  They have had multiple attempts to fix my roof and headliner properly. As you can see their been issue with this vehicle since day one and none were disclosed at time of purchase. I also attached the estimate that Toyota requested from ***** auto body to properly remove the dents, and replace the necessary parts that were need for the job. As you.can see the have opted out to fix it properly  and have done so on other project. Such as gluing my key back together  on 11/3/21. Also on 11/04/21 they provide a paint seal and under coat allowing my car to be protected against hazards environment. If it was seal at the start it wouldn't have uncreasw in size or in diameter. The sales person also said that it didn't have a leak at time of purchase despite being mold/stain on the headline in Nemerous spots. I have also attached the stated they fixed and removed the dent out of my car but as you can clearly see the dent is still present. The dome light still doesn't work and the musty black mold smell is still present.  My fiance an I have attempt twice to get it sealed properly by them and they have failed. The first time they neglect to take the tape of one of the section during the diagnostic. Also while they preformed the diagnostic and had it in their care knowing it had a leak the roof mold sport and damage spread every test preformed. The roof wasn't fixed the correct way. The dealership then lied to us by Say another shop preformed the work when the did after meeting with ***** him. I  did like the way I was treated today. I do plan on collecting more paperwork and other test and words from other place to form a file folder and submit that with  my small claim court.  This actions is because as you see if it was fixed correctly or even sold to me correctly or at least the roof leak it would of been a different story. The failed to do that. They have lied about the body shop and opted out of the proper way to fix it cost me money and trade value. Kbb has my car listed between *****. They are well aware of my car value. They have 4 in their lot that some have more miles and some have less. All listed for well in the ***** range. I have the tow package edition 4 wd low miles and clean car fax. Do to someone not inspecting the fj prior to my purchase I am paying and arm and leg for it to the point  I rather sell it. As everyone can see no one can blame me. They have attempted to fix it twice and failed to the Toyota standard. They are attempting to double my loan i.e be able.to properly fix that fj to make a profit.  I would like for Toyota to purchase my car out right OR pay for the repairs need by ***** himself. I also want an apology for lie to customer about the work that was done and the vehicle they sold while trying to still make us buy a car added close to 15k to the current loan. None of this would have been the case if the appraiser caught it OR Toyota fixed it properly the first two times. I knew after the first diagnostic it need a new roof. D*** ***** referred me to the body shop but after explain everything showing all the proof I attempted to let Vancouver fix it (40min drivel) 20 miles each each way and they have failed twice. I have taken my car into to multiple dealership and they all say the same thing. The roof wasn't fixed properly.  So I will continue to collect all my paper work and diagnostic test and result and hopefully thing get resolved quick. If not small claim will have the ability to plead my case as well as prove with the documentation I have had been wronged 

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

  

  Business response

  08/29/2022

  Our management team has made several attempts to help our client and even offer what he originally wanted as a trade in value.  ****** continues to choose to pursue his legal options which is well within his rights, mention attorneys and use inappropriate language about our managers.  I will have our used vehicle manager, *******************, reach out to see if we can gain resolution.  If ****** would like to come into the dealership, sit down with our used car manager, provide his documentation, we will address this professionally and courteously. 

  Customer response

  08/31/2022

   
  Complaint: 17758592
  
  I am rejecting this response because:

  I have asked for two resolution. Neither where offer.  The first offer I ask was for the buy back in the full amount of the loan and to be down to a single car. Last offer was ******. The second offer was to fix the roof properly and to have taken shorten cuts and then lied about the business or business that did it.  I have one quote provided by ***** auto. I know there was a new oem roof in ******** that could be use to install. Overall, I rather sell it out right in full and not purchase through them due to this experience or then can fix my roof properly like I was originally told when I bought it and fixed twice. Either way that's my terms. I have currently moved on from this phase due to terms not being met. There will be a mediation period coming soon. We have been advise to long communicate with Toyota as of last week.

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

  

  Business response

  09/06/2022

  Mr. ***********;****** purchased an "AS IS" 2009 Toyota ** Cruiser VIN #  ***************** on 10/21/2021  with a mileage of *******. **************** drove this vehicle through the winter months, and then, 8 months after the date of purchase and placing over 4,000 miles on the ** Cruiser, he brought the vehicle into Vancouver Toyota's service department on 6/15/2022 at ******* miles stating that the roof was leaking. Vancouver Toyota sent ******************** vehicle to ************************ and they applied a sealer to the roof, this was noted and documented. Then on 6/25/2022 **************** brought his vehicle back into Vancouver Toyota's service department stating that it looked like the body shop did not seal the roof correctly. As a "Goodwill" gesture Vancouver Toyota had one of our technicians give the vehicle a leak test as they could not identify any leaks by looking at the headliner, after the test the technician could not identify any leaks. Vancouver Toyota then had one of our glass vendors look for a leak around the windshield area and they could not find any leaks, they did replace the upper windshield moulding. After that a different technician performed another leak test and he also ran the vehicle through the car wash several times and could not find any leaks. The technician  then replaced the roof moulding with new mouldings and performed another leak test and still could find any leaks.
  
  
  **************** did knowingly purchase this vehicle "AS IS", we value all of our customers and that is why we performed these "Goodwill" repairs at no charge to ****************. On 08/25/22, we offered a trade in value of $17,000 based on the current market and **************** declined to trade in the vehicle even though he mentioned he wanted closer to $17,000 for it. 
  
  
  At this time Vancouver Toyota is not willing to perform any other repairs to **************** vehicle at no charge based on his length of ownership, the client purchasing a vehicle that was clearly identified as an "AS-IS" unit, the documented repair orders by our technicians stating they could not identify a leak after inspecting it and performing a water leak test.  

  Customer response

  09/09/2022

   
  Complaint: 17758592
  
  I am rejecting this response because:
  They should be receiving court papers that are going to be served with. The dealership provides my vehicle with certain coverage and protection that were added on at the time of service that I paid extra for. They also lied about where the repairs were done. The first time it was not fixed properly, missing the correct parts and the tape that was still on it hadn't even been removed. Then the second time we received it there was more damage done to the interior. The stain increased in sized, because they did not fix or take care of it properly while they had it. All that they did was cut corners instead of fixing it properly. Then the business lied about it. If they don't want to work on my vehicle anymore that's not acceptable. It will be added that to the submission for court. Due to me paying for Toyota maintenance and other protections they are held liable to maintain my vehicle.  I have attached all documents, all signed documents from purchase of the vehicle as well as an extra thing I paid for. Plus all maintenance records from my ownership to the court. I have been instructed multiple time to stop talking to them even when they have associates reaching out to me. 
  Sincerely,
  
  *************************

  Customer response

  09/22/2022

  I have more pictures to added. I have added a sheet of paper that said ***** fixed the leak. (***** autobody told us he didn't touch the vehicle)  you can  tell the opted out. On the second fix they used a different company pacific dent removal.  The dent wasn't not removed.  They also lied about fixing it correctly gave it back to us with caulk all in the ******. Then lied the second attempt to fix the mistake and lied about the business they used and still didn't remove the dent or fix it correctly. Also my dome light still doesn't work due to the leak. I have mold and stains due to the multiple test they ran and did not seal it properly. Has a weird moldy order as well. I filed the paper work with the courts in Vancouver. They should be getting served if they haven't yet.  

  Toyota has two options. Fix it the correctly OR they can buy the fj back out right for exactly what my loan is worth or we can wait till court.

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