ComplaintsforToyota Motor North America, Inc.

• Initial Complaint

  10/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used 2023 Rav4 from Toyota of Grapevine on October 4, 2024. This car was a loaner car from a rental car company. I do not expect a perfect car, however since this car is a 2023 and the ad stated NO DAMAGE with just a little over ****** miles. I called the dealership on October 5, and left 2 messages for *** ***** to call me back only to get an email stating there is nothing they will do to fix the issue stating I signed the "Sold As Is" so the repair of the dent is my responsibility. The dent is on the roof and I am too short to be able to inspect the roof of the car. I got an estimate for $3000 which I should not have to pay this on a car recently purchased that is barely over a year old. It would be different if I was told about the dent and that they are not going to fix it, this was never stated. It would also be a different story if I waited several days before contacting the dealership, however I contacted them the very next day as when this was discovered it was past closing for the dealership. Toyota of Grapevine used car sales is only concerned about making a sale and gaining commission on the sale. I want this dent fixed at the dealerships expense since they messed up and did not tell me about something they knew about.

  Business response

  10/29/2024

  We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer.  
  
  We believe its in the best interests of Toyota customers, ********************** dealers and the Toyota brand for customers to be able to purchase ********************** vehicles with full confidence in their buying experience, including the price they pay and the value they receive. As part of our effort to promote customer confidence and satisfaction. ********************** dealers are independently owned and operated businesses, and we cannot mandate the actual retail price or agreements.  We have spent decades earning the trust and confidence of Toyota customers and we will continue to work diligently to help ensure that customers who purchase our vehicles retain confidence in Toyota and our more than 1200 independent Toyota dealers. 
  
  Should the guest have any further questions regarding their contract we encourage them to contact the selling dealership, request to speak with general sales manager, to further review the concern. 

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi Lexus has sold me a lemon car with body parts flying off on the highway. Car breaking apart from inside. Audio not working. Poor insolation. engine knocking.I have reached out to lexus multiple times and they have refused to solve my problem. Have been turned away from dealerships who tell me to deal with corporate. Dealerships for legal purposes won't give me anything in writing where they can't fix my issues and I am stuck with corporate who doesn't want to solve my problems.I have reached out to Lexus several times. They keep calling it a lemon car but don't want to take responsibility. I have followed their time lines given to me and they have gone silent on me.Thanks Khozaimah *****

  Business response

  10/31/2024

  Toyota had an open case with the Dispute Resolution team to further look into the guest request.  The guest should have received the finding in their email on 10/18/2024. 
  
  If the guest has further questions. We encourage the Guest to contact us at ************ so we may provide additional information.
  
  

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We took delivery of our new 2024 Prius on 7/25/2024. We were told by Sales - ** *******, Envision Toyota of Milpitas, ** that only one key fob is available due to "chip" shortage. We will be notified, as the 2nd key fob will be available soon! Well, I've called many times to check on the status and left messages for ** to return my call. Since I have not heard from **, I texted ** to his phone # early October, but no reply as of this writing. I am very upset on the silent treatment and the lack of professionalism from this person/ Dealership.Having only one key to the car, it has been an inconvenience because we have two licensed drivers in our household. Kindly reply with the latest status, and more importantly, when will the key fob be available for delivery? If it is available, I can come by the dealership to pick it up.Thank you for your attention!******* (****) ** ************

  Business response

  10/29/2024

  We have reviewed the complaint filed by the Guest through our ************************ and regret to hear of the concerns reported by the Guest.
  
  We are pleased to notify the guest that their secondary key fob is ready for pick up and the Toyota dealership of their choosing. We encourage the guest to contact the dealership directly to coordinate an appointment to program the secondary key.
  
  Should the guest have any additional questions, we encourage the Guest to contact us at ************ so we may further evaluate the Guests concern.

  Customer response

  10/29/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2023 Toyota RAV 4 ************** a year ago and was never told upon point of sale that all of the features of my digital screen required a subscription to continue after 1 year. This means Toyota wants more money than the purchase price to continue with features I received when bought the $46.000 car. I was not told this when I purchased the car. I called Toyota directly at ************ and they told me sorry, but the dealer should have told you. Honestly, I would not have bought the car.

  Business response

  10/29/2024

  We have reviewed the complaint filed by the guest through our ************************ and regret to hear of the concerns reported by the customer.  
  
  To best address the guest concerns with Dynamic Navigation. The guest vehicle is not equipped with this Dynamic Navigation. The guest vehicle has cloud navigation the trail subscription was for one year. The services is still available but the guest will need to contact connected services at ************ or go through the app.  
  
   In reviewing the case, we find that Toyota has met its obligations in regard to the cloud Navigation and are unable to grant the Guests request at this time.

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase Date: May 2022 (5/7/2022; Paid off September 2023) $54,000 MSRP - after deposit, taxes and fees we paid about $64,000 Issue Description: NHTSA Recall No. 24V-381 Toyota Recall No. 24TA07 (Interim Notice 24TB07) Since the purchase of my Toyota Tundra, including this most recent engine recall, there have been a total of 10 recall notices for this particular vehicle model; ranging from electrical system issues to power train and break issues. We take our vehicle to the dealership for all recall services, including regular maintenance. Over the course of this summer, we have experienced the vehicles intermittent failure to drive following a full stop when the gas pedal is depressed, even fully; as well as instances with the vehicle decelerating on its own while highway driving. Given the increasingly repeated nature of these issues and their impact on the vehicle's reliability and safety, I am concerned that my vehicle may qualify as a "lemon" under Florida's Lemon Law. In April we began experiencing issues with acceleration of the vehicle from a full stop, even with the gas pedal fully engaged. We have filed our own report with ***** on a specific issue we experienced while driving on the highway heading to the airport with the car decelerating on its own while the gas pedal remained fully/steadily depressed. The Engine recall, addresses potential debris from the manufacturing process may contaminate the engine and cause the main bearings to fail, which can result in an engine stall and loss of drive power. This recall exacerbates my concerns, as it could potentially relate to the issues I have been experiencing with my vehicle, and I consider it a Life and Safety issues as the loss of power has already been exhibited in my vehicle over the course of the last 3.5 month.

  Business response

  10/22/2024

  We have reviewed the complaint filed by the Guest through our Brand Engagement Center. 
  
  We can confirm a case is actively being reviewed. 
  
  We encourage the Guest to further allow the brand engagement center to review and provide to next steps. Should the guest have any additional questions we encourage the guest to contact us at ************.

  Customer response

  10/22/2024

  I am rejecting this response because:   

  I engaged with the *********************** for Toyota in August and was i formed I would have a response within 30 days. 

  We are past 30 days with no future communication from Toyota on the issues reported on the recall, not even a courtesy follow-up letting us know they are still reviewing our submitted case.

  Business response

  10/31/2024

  Toyota had an open case with the Dispute Resolution team to further look into the guest request.  The guest should have received the finding in their email on 10/29/2024. 
  
  If the guest has further questions. We encourage the Guest to contact us at ************ so we may provide additional information.

• Initial Complaint

  10/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im demanding fair Compensation I was insulted by being discriminated against by being A single woman is if I dont know anything, so-called battery replacement, which was never replaced and then finally replaced with used battery. This one one for a while, the so-called replacement of the positive terminal cable that never was replaced, but I was charged for which is still under warranty, believe it or not, the ***** back-and-forth from corporate no assistance from them whatsoever to deal with the dealership that had fraud me, right down to the fact that I took my car up there for four tires. They actually insulted me. I went over to the passenger side. They didnt replace the tires over there as a matter fact they left the spare tire on the rear passenger tire, can you believe it that was insulting it was a slap in the face , stupid, I want what is due to me and that is a replacement of battery and wire and the car to be hooked up to see if theres further damage to the alternator and the wire harness and charge to the dealership they are not touching my car again I would never trust them to touch it again. Itll come out falling apart. Im not about to do that and go through that again, besides, I no longer live in that area. I live too far away to even get there. The car doesnt run without a vehicle and it has been now too months without a vehicle! From this point on my husband will be taking care of these issues so Im no longer mistreated because of a female ! Disappointed, angry, and upset! They should never have happened corporate shouldve taken care of it within two days! Thoroughly disgusted !!!

  Business response

  10/07/2024

  Hello,
  
  This complaint was filed against Toyota Motor ****************** in error. Please forward the referenced complaint ******** to the appropriate business Toyota North America for handling.
  
  Thank you,
  Toyota ******************

  Business response

  10/22/2024

  We have reviewed the complaint filed by the Guest through our ***********************. 
  
  Per our records, we do not reflect any recent contact from the Guest to our ***********************.  The *********************** and the dealership are business partners.   As part of our effort to promote customer confidence and satisfaction, we ask the guest to work with his local Toyota dealer to help. Toyota dealers are independently owned and operated businesses, and we cannot mandate the actual inventory of personalized options or agreements.  We have spent decades earning the trust and confidence of Toyota customers and we will continue to work diligently to help ensure that customers who Maintain their vehicles retain confidence in Toyota and our more than 1200 independent Toyota dealers.
  
  We encourage the Guest to contact the service department at the dealership who worked on their vehicle.  

• Initial Complaint

  10/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  2016 Lexus IS 200T Two front tires, Yokohama, installed on 10/13/2022, under warranty. Lexus charged me $597.26.Road hazard included warranty: ***** miles. Left front bubble from impact damage Pothole, on 05/28/28. Lexus charged me$256.49.

  Business response

  10/04/2024

  Hello,
  
  This complaint was filed against Toyota Motor ****************** in error. Please forward the referenced complaint ******** to the appropriate business Toyota North America for handling.
  
  Thank you,
  Toyota ******************

  Business response

  10/18/2024

  Good morning and thank you for reaching out.

  We have reviewed our guests concerns and it looks like they called our brand engagement center in September regarding this concern with the tire warranty. Upon our review we found the guests tire tread depth was below the specs of the warranty which voided the tire warranty. While we understand our guests' frustrations this was reviewed, and they were provided accurate information.

  Customer response

  10/19/2024

  I am rejecting this response because:   

  The damage of tire is not about tear and wear of tire. I changed two front tires in 2022 as it is mentioned on the invoice.  It is about pothole damage as it is specifically mentioned on the Lexus invoice. They refered me to City of Oakland for pothole damage, The attorney of City of Oakland rejected and refered me to Lexus due to the warranty. Please don't try to fool ***** is exactly what it stated on the invoice. 

  Business response

  10/25/2024

  We have reviewed the complaint filed by the Guest through our ************************ and regret to hear of the concerns reported by the Guest. 

  
  The tires that come as original equipment on your vehicle are warranted by their manufacturer and not Toyota. The tire warranty information is located in the glove box of the vehicle. Coverage by individual tire manufacturers may vary.
  
  In reviewing the case, we find that Toyota has met its obligations in regard to all expressly written warranties and are unable to grant the Guests request at this time.

  
  

  Customer response

  10/25/2024

  I am rejecting this response because:   

  I am not guest. I purchase car from Lexus and I am customer and ********************** is my dealer. So the complain is from your customer not the guest. I don't have any connection with the tire manufacturing because I am dealing with Lexus. Please look at the wording of the attachment *********** hazard including warranty 5000 miles", specifically mentioned buble on the tire from pothole damage. Two front tires were changed on 10/13/22. The pothole damage is less than two years. You didn't have to charge me, so you have to reimburse me. 

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to to Lexus because my Lexus iS300 sport was blowing cold air on the drive side and hot air on the passenger side. They told me that it was an estimated $3000 to repair, but that Lexus had issued a recall for A/C servo motors in their vehicles due to a potential internal electrical malfunction. So I called ***************** to let them know that my car is having Issues and if it can be repaired. Its hot in ******* and its a safety concern for me because I have children. I was given the case number ************ and that someone will call me back because it should get replaced. However when I get a call back the *** said no that only four cars that were made in ***** or ****** and my vin number doesnt have a recall on it. If you ***s a Lexus repaired servo motors and mine have put it should be repaired as well. I asked the case worker to have his supervisor call me back, so that I can further discuss it with someone else and he told me no. He said supervisors dont talk to customer and the decision is final. I need this fixed, theres no reason why my servo motor to give out in such short time. Thank you

  Business response

  10/10/2024

  The Comprehensive Warranty for your vehicle is in effect for 48 months or 50,000 miles from the vehicle's in-service date, whichever occurs first. Items subject to normal wear and tear, noise, vibration, or deterioration are not warranted.
   
  The Factory warranties provided by Lexus cover repairs and manufacturer caused conditions or defects in materials or workmanship of any part supplied by Lexus that occur and reported while the vehicle is still within the warranty parameters. 
  
  In reviewing the Guest’s case, we note that the concern with the HVAC system occurred beyond the parameters of the 4 years/50,000 mile warranty, as the vehicle is over 5 years of age and has 62,038 miles on the odometer.
  
  In reviewing the case, we find that Lexus has met its obligations in regard to all expressly written warranties and are unable to grant the Guest’s request at this time.

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new 2022 Toyota 4Runner Limited in February 2022. In October of 2022, rodents had chewed the wiring in my engine harness. I had to replace the entire engine harness, plus cost of labor, out of pocket because my warranty did not cover the damage. It also took a month for the dealership to get the part and repair my vehicle, so I was without a vehicle for a ******** of today, the same issue has occurred. My vehicle is not drivable, and will again have to be towed 35 miles to the dealership in *******, **. I was informed that the dealership would probably not even be able to look at it next week, so it will likely be the week of 10/7/24 before they even inspect it. I called the Toyota ************************ and was informed that this type of damage would not be covered under any warranty or extended warranty. After researching this issue online, I discovered that rodent damage to engine wiring is a common occurrence due to the soy-based coating that is being used during manufacturing. Because the manufacturers are using a soy-based coating that is widely know to attract rodents, it seems like this type of damage should be covered by warranty.

  Business response

  10/10/2024

  We have reviewed the complaint filed by the Guest through our Brand Engagement enter, and regret to hear of the concerns reported by the Guest.  
  The Comprehensive Warranty for your vehicle is in effect for 36 months or 36,000 miles from the vehicle's in-service date, whichever occurs first. Items subject to normal wear and tear, noise, vibration, or deterioration are not warranted.
   
  The Factory warranties provided by Toyota cover repairs and manufacturer caused conditions or defects in materials or workmanship of any part supplied by Toyota that occur and reported while the vehicle is still within the warranty parameters. This warranty does not cover damage or failures resulting directly or indirectly from any of the following:  
  
  1.Fire, accidents or theft
  2.Abuse or negligence
  3.Misuse - for example, racing or overloading
  4.Improper repairs
  5.Alteration or tampering, including installation of non-Genuine Toyota Accessories
  6.Lack of or improper maintenance, including use of fluids other than those specified in the Owner’s Manual
  7.Installation of non-Genuine Toyota Parts
  8.Airborne chemicals, tree sap, road debris (including stone chips), rail dust, salt, hail, floods, windstorms, lightning and other environmental conditions
  9.Water contamination
  
  In reviewing the Guest’s case, we note that the concern with Rodents chewing the wiring occurred beyond the parameters of the 3 years / 36,000 miles warranty, as the vehicle concern was caused by an outside environmental condition. 
  
  In reviewing the case, we find that Toyota has met its obligations in regard to all expressly written warranties and are unable to grant the Guest’s request at this time.
  
  

• Initial Complaint

  09/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The Toyota App Suite became unavailable after Oct 30 2023, which includes the Scout GPS app. Despite repeated attempts to resolve this issue PRIOR to that date with Toyota of Naperville so that I could continue to use my GPS, Toyota did not offer customers ANY resolutions. Additional Chats with Toyota customer service agents also were unsuccessful as there was no follow up by the agents to help me resolve the issue.I'm a 62 year old disabled individual that needs a GPS in my vehicle. Toyota has left it's customers high and dry with no explanation as to why there is no replacement GPS system or alternatives that will work. On September 26, 2024 I contacted Toyota *********************** at approximately 3 p.m. (CST) at **************, for assistance and spoke with **** regarding this issue. I, like most customers that contact ********************** ***************** felt very unsatisfied after talking to customer service representatives. For example, during our conversation the call was disconnected and **** never returned the call. I had to reach out to the *********** to conclude our discussion.I am extremely disheartened about my relationship with Toyota. My entire family are Toyota owners. This vehicle, which I paid cash for, is my second Toyota and I'm an avid customer of ********************** Naperville for scheduled and routine maintenance issues.However, given the experience I...and so many other Toyota customers online have undergone...I will never buy another Toyota and I plan to spread the word through ************ about my negative experiences as their customer...which I'm sure others will too! I would like Toyota to replace the radio with one that works with the current app. It is ridiculous that people have to buy an additional cell phone just to use basic infotainment features. At the very least they should advise customers on the best apps that are compatible with their infotainment system as a means to rectify this issue.

  Business response

  10/09/2024

  We have reviewed the follow-up complaint filed by the Guest.
  
  We have reviewed a case and we see a position was provided as of 9/26/2024.
  
  Our vehicles are designed years in advance and consider technology that is available and reliable at the time. At this time, there is no available option through Toyota to change the technology in the vehicle.
  
  In reviewing the case, we find that Toyota has met its obligations in regard to all expressly written warranties and are unable to grant the Guests request at this time. If we may be of further assistance, we encourage the Guest to contact us at ************.

  Customer response

  10/11/2024

  I am rejecting this response because:   I'm not asking Toyota to change it's technology.  I'm simply asking for an alternative for a GPS system since they decided to stop supporting Scout GPS.  It's not the customer's fault that ********************** decided to do this and it's disingenuous to sell a customer a car with a feature and then stop supporting the technology that makes that feature work.  There are literally thousands of complaints about this very issue online.  Toyota THINKS they are above reproach. I will never buy another vehicle from them and I'm going to make it my business to discourage as many people as possible from doing so as well.  Their customer service is non existent and that is making the rounds on social media as well. They are making a huge mistake to think this issue is going to go away. 

  Business response

  10/20/2024

  We have reviewed the follow-up complaint filed by the Guest.
  
  We have reviewed a case and we see a position was provided as of 9/26/2024.
  
  Our vehicles are designed years in advance and consider technology that is available and reliable at the time. At this time, there is no available option through Toyota to change the technology in the vehicle.
  
  In reviewing the case, we find that Toyota has met its obligations in regard to all expressly written warranties and are unable to grant the Guests request at this time. If we may be of further assistance, we encourage the Guest to contact us at ************.

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