ComplaintsforDavid Wilson's Toyota of Las Vegas

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 22, 2024, I test drove a 2015 4Runner from David ******** Toyota dealership and found issues with the brakes, noises, decals, and windshield. I received confirmation via text and verbal communication on April 25, 2024, that the repairs had been made. Despite assurances from the salesperson that the brakes had been replaced, the issues of squeaking and long travel distance persisted. Further diagnostics revealed that the rear brakes needed to be replaced, but the status of the front brakes remained unclear. Despite the replacement of the rear brakes, the spongy brake issue persisted, requiring more force to achieve a firm stop. The problem was identified as a faulty brake booster, and the initial repair cost of $2400 was unaffordable. After negotiations, the service and sales teams agreed to reduce the cost to $2000, with the sales team covering half of the expenses. Given the safety implications and its importance as the primary mode of transportation, a credit line of $1000 was obtained to cover the remaining costs. Despite requesting multiple times, I have not received any paperwork, diagnosis, or the requested 160-point inspection from the dealership after more than a week of leaving my vehicle for repairs. I am still waiting for return calls from two service department personnel and the sales manager. The dealership is only willing to pay less than $500 for repairs, which differs from our agreed-upon 50/50 split for the $2000 cost. The safety problem was acknowledged by the service team, but the repair failed to resolve the issue. I believe this should have been identified during the initial inspection and I am requesting a full refund of services, since all avenues within the dealership have been exhausted. I hope for a prompt and fair resolution.

  Business response

  06/04/2024

  Tried reaching out to customer multiple times, and it continues to go to voicemail. We will continue to contact customer in an effort to resolve this situation.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my ***** in for a complete brake job, I said something about right front brake, grinding. There was plenty of brake dust on wheel rim. Showing that there was a problem. Service called me a couple of hours later. Saying they needed to flush line for $200.00 more, I said fine. 7 months later, less than 3000 miles on it, right front brake is acting up again. Called today, and was informed that the backs where done, not front brake. I went in for a complete brake job. Never complained about the back brakes, ever. Who does half a brake job. The didn't want the money. So now I have to drive back, 95 miles to get the front done. Who knows now how much they will charge, who knows now how much "extra" they will charge me.

  Business response

  06/04/2024

  Spoke with David ***** in late May. Informed customer that we would address his complaint at no additional charge to him. He stated that he will return to this dealership in early July, so we can handle his concerns.

  Customer response

  06/05/2024

   
  Better Business Bureau:
  

  ****'s Toyota called me within a hour after filing the complaint. They agreed with me that the front brakes should had been done at the same time that they did the back breaks. I will take my car in on the 3rd of July. I will let you know who it went. ***** Toyota took the complaint very seriously. Thanks
  
  Sincerely,
  
  David *****

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i received a soft recall notice from toyota for headlight wiring harness I was told that i would have to wait until my headlight burned out before they would service the recall .Now that my headlight has burned out and when i called to get the recall service they said the recall has expired and that i would now have to pay for the service. I feel this is wrong because they wouldn't service me when i got the notice.

  Business response

  05/28/2024

  Please see attached the instructions and processes laid out by Toyota for coverage of the program. The program referred to was NOT a recall but rather a Customer Support Program that required customers to show one or more low beam headlight bulbs being replaced earlier than the first 3 years or ****** miles of new vehicle ownership. 

  Unfortunately the customer did not show any proof as required by Toyota of low beam headlight bulb replacement and therefore was not eligible for coverage at the time of notification.

  The program expired in October of 2019.

  Business response

  05/29/2024

  Please see attached the instructions and processes laid out by Toyota for coverage of the program. The program referred to was NOT a recall but rather a Customer Support Program that required customers to show one or more low beam headlight bulbs being replaced earlier than the first 3 years or ****** miles of new vehicle ownership. 
  
  Unfortunately the customer did not show any proof as required by Toyota of low beam headlight bulb replacement and therefore was not eligible for coverage at the time of notification.
  
  The program expired in October of 2019.

  Customer response

  05/29/2024

  when i first heard about the headlight replacement problem i had been replacing the headlights quite often . I went to toyota and they told me i had to wait until my headlight burn out before they would service my car. they didn't give me a choice .they told me they were waiting for the wire harness and didn't have them . I have another toyota camry and have been driving that a lot . I have replaced the headlight on the prius twice in the last six months since I been driving the prius lately they never told me to collect burn headlights or show any proof . the prius headlights are pretty dim so i drive my camry more at night.
  

  Customer response

  06/03/2024

   
  Complaint: 21696054
  
   when i first heard about the headlight replacement problem i had been replacing the headlights quite often . I went to toyota and they told me i had to wait until my headlight burn out before they would service my car. they didn't give me a choice .they told me they were waiting for the wire harness and didn't have them . I have another toyota camry and have been driving that a lot . I have replaced the headlight on the prius twice in the last six months since I been driving the prius lately they never told me to collect burn headlights or show any proof . the prius headlights are pretty dim so i drive my camry more at night.

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

  Business response

  06/04/2024

  Toyota closed that campaign almost 5 years ago, the dealership does not have the authority to grant ********** to perform repairs to the vehicle. Any authorization for repair would need to be granted to the dealership directly from Toyota, they can be reached at **************.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  During the process of trying to purchase a vehicle, I filled out a form in order to have my credit score checked. The dealership used that same form to open up a credit card with an $8000 limit without my permission. This morally wrong and possibly criminal. I also did not end up purchasing a vehicle.

  Business response

  05/15/2024

  The customer did not purchase a vehicle.  However, they did get very far into the buying process, agreeing to purchase, and met with a finance manager. The customer had significant negative equity, necessitating a large amount of money down. We offered the option of applying for a Toyota ************ card to use for the down payment. The customer agreed to this option and the application was processed utilizing the credit application completed for the car deal. Unfortunately, we could not make the numbers work for them and they left finance without completing the purchase process. 

  Customer response

  05/15/2024

   
  Complaint: 21630876
  
  I am rejecting this response because: As stated by the business, we did get far into the purchasing process where I sat down with their finance guy and ultimately walked away. Even with the negative equity, a $28,000 used vehicles shouldn't end up costing $60,000 after financing and other fees. I filled out an initial form so that a credit check could be done. The information from that form was then used to fill out a credit card application without my permission. I did not fill out a separate form for that card, the dealership did. 
  
  Sincerely,
  
  *********************

  Business response

  05/24/2024

  We absolutely respect your decision not to go through with the purchase if the numbers did not work for you. We stand by our statement that there was verbal approval to apply for the Toyota ************* However, we are willing to contact ***** Financial, the administrator of the credit card, on your behalf to inquire about closing/removing the credit card.  

• Initial Complaint

  03/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  3/5/2024 When creating the new contract to purchase my vehicle, we tried to remove optional services (extended service, wheel and tire protection, and GAP). they have added to the car. When we asked them to remove these optional services they told us that they could not remove them and we could not continue with the purchase of the vehicle.

  Business response

  04/17/2024

  Please come in and we can cancel all products that are cancelable.

  Thank you.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I trade my 2021 in these location and they charge me **** dollars foe car alarm what i never ask and **** dollars for wheels warranty that i never ask **** dollars down and now i paying ***** thousands dollars for a basic toyota corolla I trusted these people and look how i get s**** is not right to be stealing money from people am looking to solve these problem and prevent futures costumer get rob by these dealers

  Business response

  01/17/2024

  The Tire and Wheel policy was cancelled on January 6th.  Per Toyota's information, that check was issued January 16th for $1,893.09.  In addition, the customer had significant negative equity which brought the balance to what it is. 
  .

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/25/23, I called Toyota of Las Vegas, David Wilson's Toyota of Las Vegas located on ********************* and spoke to a male that said his name is EJ. I explained to him in detail the nature of my call. He said that I would need to have my car key replaced and it programmed to my vehicle. I asked him how much everything would cost and he told me about $200. I confirmed the price again. An all honesty, I thought the price was steep just to replace a key. Be that as it may, I took my vehicle there anyway. I waited beyond the time ** stated how long it would take. Anyway, I had to pay $500 before they would release my vehicle to me. Even after paying, I had to wait 30 minutes before I received my vehicle. The price quoted to me was misrepresented. I request a price adjustment to the price that was given to me via phone (and an invoice for the itemized service). Toyota should be ashamed of themselves for the scam of bait and switch tactics. By the way, I left a message and my phone number to discuss this issue but Toyota/EJ has yet to return my call.

  Business response

  11/30/2023

  Our service advisor quoted $200 for the computer programming of the remote key to the vehicle which is required for the vehicle to start and run. The price for the key can vary from $115-$300 depending on what options the vehicle has and the cost of the key is in addition to the programming fee. The customer was advised of all of this in person on the service drive when we welcomed the tow truck around 3:15pm on Saturday afternoon that brought the car in to us. The service advisor and our shop ******* actually recommended getting two keys in case the new one is lost, stolen or damaged and gave a quote of approximately $750 for two keys and programming of both keys. Customer declined two keys saying it was too much and asked how much for only one key, customer was quoted about $500. The approval was given by the customer for $500 and we proceeded to make the key and program it to the vehicle. This entire process normally takes around ***** minutes to complete and our employees stayed past the time we close (4pm) to complete the repair in an effort to not inconvenience the customer over the weekend, since we are closed on Sunday the repair would normally have been held until Monday for completion. The invoice # ***** that was signed by the customer and a copy given the customer has the service and parts itemized on the very first line of the invoice. Customer was advised of the total cost, approved the total cost and was very grateful late Saturday afternoon that she was able to drive her car home & use it over the weekend and left the dealership happy.

  Business response

  11/30/2023

  Please see attached copy of the electronically signed estimate of $500.00 that was authorized for repair work described as "key replacement" A full copy of the final itemized invoice is included showing a final price of $492.44. 

• Initial Complaint

  11/08/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I agreed to buy a car on 10/06/23 , I trade in my car and earn total *****+ tax but when I saw on the paper It was 32000+tax .They refused to pay it but I have the paper that I put my initial on it. When I got my they add me an extra warranty that cost me **** more and alarm **** in the contract that i haven't read it. They want me to sign only on E-Sign . They gave me a files on the flash drive to me. When I got home I read the detail and go back to the dealership and ask them to change the contract because I don't want that. They asked me to go back home and come again on weekday . After I went to see them again they said they can't change the contract . I said that fine but where's my another 500 that you didn't put in the paper . They said it'll come out with the cheque ok then when I going to get my cheque. They told me in a week . But now more than a month that I haven't get paid for my trade in car yet.

  Business response

  11/09/2023

  After reviewing the customer's contact, we did agree to a $500 Goodwill payment.  

  Customer response

  11/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Narongrithi Jaiyen

• Initial Complaint

  09/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Sept 16th, I had the worst experience ever! I would never go here again for service. The fact that they have an assistant manager using scare tactics to get customers to pay and get services done is appalling!! Assistant manager ******************* had the nerve to tell my husband that if I didnt replace my brakes right then and there he was going to mark my car unsafe to drive! Then on top of that, tell my husband if I drive down to **********, make sure you take out a life insurance policy!!! What the c*** is this?!!! How dare you say something like that!!! If you tell your customers stuff like that, why would they recommend you or even come back to you!!! Considering I have been with Toyota and Toyota dealerships since 2016. Bought 3 cars from them! This is how you treat your customers?!! I would still have replaced the brakes anyways, but the approach to people should be handled better!!! I would NEVER recommend anyone going there, and I would NEVER recommend going to *** the assistant service manager. I spent $312 to drive it off the lot. I feel that is illegal.

  Business response

  09/18/2023

  Hello,

  I'm sorry to hear about your recent experience in our service department. I see that you had an oil change and front brakes replaced on this visit. 

  Upon reviewing the service history on this vehicle, our assistant service manager *** saw that in October of 2022 when the vehicle had ******* miles on it and the vehicle was at Redlands Toyota where they notated you only had 2 millimeters of brake pad material remaining. It was recommended at that time that the brakes be replaced as anything under 3 millimeters is considered unsafe. This visit to our dealership on September 16, 2023 with ******* miles revealed there was 0 millimeters of brake pad material remaining. 

  This is not a scare tactic, it is truthful facts that we are required to advise you of the fact that your vehicle is not safe to drive and we advise against driving it, especially on a long trip to ********** that would include a long decent down ***** grade, ******** pass and multiple stop & go situations. You are not required to fix the vehicle, however you are required to sign off on a separate line of the repair order acknowledging that we have advised you of the dangers of driving an unsafe vehicle. This is for legal liability reasons that acknowledgement must be made if recommended repairs are not performed. Sarcastic comments should not be made by employees but there is truth in emphasizing the importance of the repair as it very well could've been a life or death scenario, brakes are extremely important on a vehicle going down hill. 

  The $312 that you spent with us was for the brake job which included brand new front brake pads made by Toyota and the front rotors were resurfaced to factory specifications along with all hardware installed and mounting parts cleaned and lubricated to ensure longevity. Money well spent for the maintenance and upkeep on a vehicle.

  Please feel free to reach out with any other concerns.

  Thank you

  Customer response

  09/18/2023

   
  Complaint: 20616107
  
  I am rejecting this response because:
  Its not the fact I needed the brakes. I was ok replacing the brakes. What I am most upset about is how he came across about it! You do NOT tell a customer that if you plan on driving to ********** to take out a life insurance policy!!! There are other ways to come about how you advise a customer! That is my main concern! And the lack of consideration just shows me you dont give a c*** about your customers and their feelings. If you choose to have arrogant people there with no regards to customer service, then by all means enjoy. But I would never recommend anyone coming there and you will always remain a bad review in my eyes. Such a shame when you have good sales men on the floor and terrible customer service in the back. I will be buying my other cars else where. 
  Sincerely,
  
  **************************************

• Initial Complaint

  08/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My complaint is that they defrauded me, they did not tell me the truth about giving a deposit and they took $4,000.00 without my consent. They opened a credit card without talking to me, suddenly I got a charge on the card and for that reason I returned the car to them and did not make any payment, I returned the car to them on March 31, 2023 and now I am being charged and I no longer have the car because I turned it in. Translated by BBB 8/14/2023

  Business response

  08/14/2023

  Customer purchased the vehicle 12/16/2022. $4000 was a down payment associated with that transaction. Vehicle was returned for voluntary repossession on 03/31/2023.

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