ComplaintsforAdvantage Toyota of River Oaks

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Tuesday, 8/20/24, at 1:30pm CST, I took my 2010 Toyota Venza to Advantage River Oaks Toyota for an oil change maintenance and a right headlight lamp replacement. After waiting, I was informed by ********, the service advisor, at 3:35pm that the technician installed the new headlight lamp, but it was not operating. She shared that the technician saw a split wire and needed to do a diagnostic to determine the issue. This would be an additional $250.00 on top of the $205 cost for the headlight lamp + installation, plus the possibility of ordering a replacement kit. I declined the diagnostic and requested the new headlight be uninstalled since it could not operate. ******** refused, stating I had to pay for the installation even though the issue wasnt resolved. She claimed I should have requested a diagnostic first, despite having had a similar headlight issue resolved here previously without a diagnosis.When I asked to speak to the service manager, *********************, I was told he had left for the day and left my number to call me. Assistant Manager ************************* observed the conversation but did not assist. I was forced to pay for a non-functional headlight and emailed ****** and ***** on 8/21/24 morning but received no response. I also left a voicemail on 8/23/24, waiting for a reply.This situation reflects poor customer service. The technician should have tested the electricals and shared information about the split wire before installing the headlight, allowing me to make an informed decision about whether to proceed with a diagnosis. Instead, I was forced to pay for an incomplete service and denied a resolution. Ive trusted this dealership since purchasing my car in 2010, but this experience has left me dissatisfied, frustrated, and bamboozled.I hope that your team can help resolve this issue. You can reach me on my cell at ************.

  

  Business response

  08/27/2024

  We spoke to ************* shortly after the complaint was made. We scheduled an appointment for Thursday 8/29 for the issue to be resolved. ************* also confirmed she would follow up with the Better Business Bureau to remove the complaint as she is actively in contact with the Service Manager at Advantage Toyota of River Oaks

  Customer response

  09/04/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Thank you for contacting me regarding the status of my complaint #******** against Advantage Toyota of River Oaks. I was in contact with their Service Manager, *********************, and had a service appointment on 8/29/24 at 10:30am. However, ********************* was called into a district meeting upon my arrival, so we could not talk to resolve this complaint. Their service team informed me that the kit for my headlight needed to be replaced and that **** would contact me to discuss the next step and discount. I sent a follow-up email to ********************* on 8/31/24 as I have not received his call regarding the next step (still awaiting a response). 
  
  Knowing this, I would like to keep this claim open. Please let me know if you need any additional information. I will also keep you posted on the status. 
  
  Thank you,
  
  Sincerely,
  **************************;

  

  Business response

  09/06/2024

  I spoke with ************* to go over the last visit. We also scheduled a date and time for her to return to diagnose, at no charge, the reason why the replacing of the headlamp bulb did not work. A Toyota certified technician diagnosed the problem on 8-29-24 11 a.m. to be the headlamp ballast failed causing the headlamp bulb not to illuminate. We provided ************* with the price to correct the problem she's having. The part/ballast itself is $380+tax, Labor is 3.5 hours labor to remove the bumper and headlamp to replace the ballast which is $626.50. The headlamp ballast caused the previous bulb to burn out, so the replacing of the bulb was necessary. We offered to install the part for free if ************* would purchase the part. We spoke 9/5/24 regarding the necessary repairs and she explained she was not prepared for that amount; I spoke with the parts manager who offered a $20 discount which would bring the total to $360+tax. I am currently waiting on ************* to respond. Also, she has my personal cell phone number so she can get directly in contact with the Service Manager

  Customer response

  09/06/2024

   
  Complaint: 22185903
  
  I am rejecting this response because:
  
  Below is a summary of my recent engagement with the Advantage Toyota River ************ team.
  
  On Thursday,9/4/24, I called ********************* at 12:41pm for an update on the cost of replacing the ballast kit on my 2010 Toyota Venza. **** said the labor cost would be removed, and they would charge me $300+ to replace the kit, and the bumper would need to be removed to fix it. I shared that I did not expect that cost as I ******d replacement costs for the ballast and thought it would be around $80 - $100. At that time, he stated he would call me back in 10 minutes to see if he could get any discount and double-check that I was not being overcharged for anything I previously purchased (i.e., the LED headlight). I have yet to receive a call back from him. 
  
  I emailed **** today, 9/6/24, to follow up on the status of a discount and overcharge, and shared a screenshot of my ****** search for the cost of a ballast replacement, which ranged from $50 to $100. I await a response but will follow up with a call. 

  

  Business response

  09/12/2024

  ************* arrived 9/11/24 to have headlamp ballast replaced. ************* paid for the part and the service department performed the repairs at no charge to the customer. Also, a new connector to the ballast was needed due to it being burned out from the failure of the ballast. The wiring connector which cost $298 was replaced at no additional charge to *************. She was released after verifying proper operation of the headlamp

  Customer response

  09/13/2024

   
  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

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle in for service, because I experience some control problems. I spoke to the assistant service manager, he ask me whats the reason for your visit, I explain to him my concerns about my safety of the truck. I left it there on 6/4/24 - 6/7/24 when I drove away and got ****** **** and accelerate I was disappointed that put parts on that didn't help at all.

  

  Business response

  08/07/2024

  The customer brought the vehicle in for excessive shaking above 60mph and squeaking noise from front end while driving. Upon inspection the technician found multiple suspension and steering components rusting/rotting that was considered unsafe. The tech recommended the parts to be replaced, and the customer was brought back to the vehicle to visually inspect for himself. Provided the customer an estimate for repairs, he agreed on the price and the tech performed the authorized repairs. Customer picked up the vehicle on 6/7 and returned 6/11 stating he still feels excessive shaking above 40mph but the noise is gone. A technician test drove the vehicle to inspect for complaint, could not duplicate customers concern but did notice when applying brakes at higher speeds (60mph) steering wheel shakes. Vehicle was pulled in, lifted to inspect and found shake is from front rotors being warped. Brake pad life is still considered safe at 5mm, rotors are warped which can cause shaking when braking from high speeds. We advised customer of issue, customer left and returned 6/18 stating still feels shaking in steering wheel above 50mph. Customer was given rental. Two technicians test drove, they confirmed there was a shimmy in the steering wheel above 65mph only when you let go of the steering wheel, not excessive. A tire balance was performed, the Service Manger test drove vehicle along with 3 techs confirming no shaking at all in steering wheel. The customer was contacted and advised the issue is resolved. The customer picked up 6/19, test drove with Service Manager and customers son, no shaking could be duplicated. Customer returned 7/2 stating still feels shaking, Service Manager went for test drive and could not duplicate concern, video was also taken of test drive confirming no shake from 0mph up to 75mph.

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

  Service Manager

• Initial Complaint

  04/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I agreed to purchase a vehicle at the listed price online and the salesperson and sales director both told me it was mandatory to add the clear coat protection, low jack ****** and a few other add ons that consumers can deny in the amount of $3,000. They stated it was mandatory to buy those add ons which is illegal and deception and bait and switch according to any car dealership law. Then the sales director proceeded to tell me due to Covid they need to price the cars lower and the make the potential buyer buy those add ons to make up profit they are losing. Again it is illegal to offer a car at a price online and make a buyer pay other fees for add ins outside of tax title and document type fees.

  

  Business response

  05/13/2024

  May 13, 2024
  
  Advantage Toyota of River Oaks
  1970 River **********
  ************, *******;  60409
  
  *************************
  Complaint #********
  
  
  To Whom It May ****************** Tuesday April 30, 2024, there was a conversation had with a gentleman about 2021 *** 40i xDrive. First let me say there was never an agreement to purchase this vehicle.  There is nothing that indicates we agreed upon a final selling price. 

  My salesman called the customer, as a matter of transparency,and disclosed some additional accessories had been added to the vehicle.  As a result of his transparency, the customer wanted to speak with a manager.

  The first thing the manager did was apologize for the pricing error.  He indicated the car had accessories that a previous customer requested be added to the vehicle and the deal fell through.  The customer indicated that he had a dealers license and understood that sometimes these things happen but wanted to negotiate from the advertised price.  The manager indicated that there was no negotiation regarding the advertised price because there was a pricing error.  The customer immediately said that it was bait and switch, the manager indicated it was not, thats why we had a salesman call him to discuss the pricing error.
  

  In addition, the customer was already upset with my BDC manager who informed him he must come to ******** to do paperwork.  This was prior to the sales manager speaking with him.  So, at the start of the conversation with the sales manager he was irritated because he did not want to come to ******** to do all the legal documents.  The last comment to him was that a local customer was currently inquiring about the car, and we were probably about to do numbers.  That upset him even more and he said, I know how to handle this and hung up.

  There was no malice of intent here.  We were proactive in calling this customer to be transparent.  We did not want him to drive from **** and be disappointed.  It is our belief that this gentleman had already negotiated a price on the vehicle as an auto broker and it was hurting his ability to sell the ***.
  With Warm Regards,
  
  ***********************
  New Vehicle Sales Director
  Advantage Toyota of River Oaks

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The sales man sold me lojack when it was never installed nor was it connected took it back on March18 to be connected after paying for it on March 4 not sure of cost because deal told me that the paper work break down of the car was shredded. So I can not see the break down of the price I paid for add one to the cost of the sale of the car .Nor have they sent me a password to activate the lojack .I'm not interested in it no more and am overwhelmed by the lies .Please help.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2018 *** X3 in March of last year. The car wouldn't connect to Apple car play. The couldn't fix it. Finally, I paid $200 for a diagnostic at ***. I took this diagnostic to their shop asking them to replace the antenna and the communication box. They replaced the communication box but not the antenna. After the car malfunctioned AGAIN, they replaced the communication box and repaired (not replaced) the antenna. This issue is now resolved but the connection is still unstable at times. The alarm system malfunctioned, going off all times of the day and night! I took several trips to your shop with no resolution. Eventually, I dropped the car off and allowed them to respond to security calls in the middle of the night. They replaced the sensor and the issue was resolved. "Emergency Call System Malfunction" This notification prevents maintenance updates from being registered on the car. As a result, alerts to replace the brakes and change the oil kept going off after these services were done. I took it to their shop and they cleared the alerts but not the **** alert. They told me this is a system update that must be done by ***. They charged me $200 to CLEAR THE ALERTS. This issue remains UNRESOLVED. The back up camera was malfunctioning. I took it in. It remains UNRESOLVED. The climate control panel was flashing. I took it in. It remains UNRESOLVED. Yesterday the ENTIRE DASH PANEL went black!! At this point we must admit the car is a lemon! I considered purchasing something else, that is until the salesman asked me for $4000 downpayment and a larger monthly payment. Fool me once!!! I don't believe this car was ever inspected. Advantage needs to get this inspected and FIXED, or purchase it back from me!

  

  Business response

  03/18/2024

  We would be willing to inspect the vehicle again to see if it is a related concern.

  Customer response

  03/19/2024

   
  Complaint: 21405939
  
  I am rejecting this response because: My original request is to fix the vehicle, not to have it inspected.

  Clear the Emergency Call System Malfunction coding. Do not send me to *** to pay for it to be cleared.  

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

  

  Business response

  03/26/2024

  We would need to inspect the vehicle to verify that the concern is related to the original issue

  Customer response

  03/30/2024

   
  Complaint: 21405939
  
  I am rejecting this response because:  I am asking for reassurance that the issues will be REPAIRED at no additional cost to me. If the business agrees to repair the issues at no additional cost to me, I will accept that offer. 
  
  Sincerely,
  
  *********************

  

  Business response

  04/01/2024

  As mentioned previously, we would need to inspect the vehicle to confirm the issue is the same  as before any repair would be made. 

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for a gold warranty and it should have been for three year or five and my 2017 Range Rover air conditioner went out after I got it they kept my truck for seven month now they said I need a vacuum tube and manifold assembly I paid for warranty for three years

  

  Business response

  12/28/2023

  The contract was for 2 years / ****** miles. ********** was on 8/12/23. Please find attached a copy of the vehicle service agreement purchased by *****************************. Please let reach if you need any additional information.

  Thank You 

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dealership not honoring certification of used cars False information I purchased a used vehicle and had it go through a certification that the tires and all points in the inspection were safe I did need to drive the vehicle and around **** miles later been having all the tires begin to have slow leaks The tire repair ** said the tires can not be repaired Have ozone cracking and dry rot Took vehicle back to Advantage service manager who denied everything Wanted to charge 800-1000$ for new tires Over 85$ more per tire then the tire sells for Service manager stated the tires arent cracked or unsafe Have detailed pictures

  

  Business response

  07/21/2023

  Please see attached document.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have ***REPEATEDLY*** tried to reach senior management to have my address ***REMOVED*** PERMANTENTLY from Advantage's data base(s). I left a min. of 3 voicemails for a *************************** (NO response) plus faxed to her attention the mailer (TERRIBLE way to conduct business). Then I finally receive the ** name & number which I received his voicemail on 03 June 2023 again ***NO*** response. Hopefully this company will be out of business soon. I also reported this matter to the ******

  

  Business response

  06/12/2023

  Unfortunately, we cannot find this customer's name, phone number and email address in the system. Please have client provide us with the information and best number and time to reach them. Thank you. 

  Customer response

  06/26/2023

   
  Complaint: 20173825
  
  I am rejecting this response because:

  my name is ******************** I do not have and email address. My other information is as follows:  phone # is ************. I can be reached during the morning at this number.
  
  Sincerely,
  
  Burnt S Burnt

  

  Business response

  06/28/2023

  Thank you for your phone #. That helped us find you. In our system you have been marked DO NOT CALL & DO NOT MAIL  

  Thank You 

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Advantage Toyota River Oaks shall be found Negligent regarding not knowing that at the time of the transaction, the vehicles radiator was damaged from previous lower front-end damage; the radiator alignment pegs were broken off and the radiator was forced toward the engine; resulting in the lower radiator hose rubbing through onto the a/c compressor. This pre-existing damage resulted in engine failure and subsequent repair at an authorized Chevrolet dealership. Total cost of the repair was $2089.09. The buyer of this vehicle seeks, through arbitration, to be awarded the entire repair cost of $2089.09. See Attachment #1 for further details.

  

  Business response

  03/31/2023

  Good morning, customer contacted the salesperson to inform him the car was at another dealer for repair. Salesperson informed customer that the vehicle would have to be inspected at Advantage Toyota before any repairs could be made. Customer had vehicle repaired without ********************************************* inspection or approval.  Advantage Toyota was never given the opportunity to address the customers concern.

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

  Service Manager

  Advantage Toyota of River Oaks

  Customer response

  04/05/2023

   
  Complaint: 19862582
  
  I am rejecting this response because: SEE ATTACHMENT 1
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 6, 2023 I have been a customer at ********************** Oaks ********************** for 10+ years. I have watched the many years of turnover in staff but I have stayed as a loyal customer. However, on that day I was not happy at all. I have had a rear light cracked by staff but quickly replaced. I assumed due to wear and tear I had my breaks done at River oaks. But immediately after, I returned to complain about a strange noise after the brake work was completed. They assured me it was the new equipment that would subside. I asked again in April 2022 about the same noise but getting louder. They said a pan/shield was loose and had to tighten it. I then returned for an oil change and they charged me almost double the inspection during the oil change. I had never received a two-hundred-dollar oil change before. A supervisor waived the additional charge and I paid for the oil change. But I was sent a breakdown on extra care that I should be aware of and ironically enough I can see this same pan/shield under my car that needed to be replaced now needs to be replaced for $354.71 now. You can see the notes at the bottom of the page discussing this noise which is currently $354.71 and the noise attributed to the previous work done at River Oaks.

  

  Business response

  03/14/2023

  see attachment

*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. ↩