ComplaintsforDavid Wilson's Toyota of Las Vegas

• 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.

• Initial Complaint

  07/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I came here because I wanted to see my options with buying my leased tacoma that was ending or getting another vehicle. The sales man, ********** seemed helpful and told me I would be spending the same if I bought the truck or a new Rav4. He didn't know which features came with the LE version which wasn't in stock which was disappointing when I picked it up and saw what came with it, since it wasn't in stock he asked for my number so he could let me know when it came in, he decided to later text me and tell me I was beautiful which I didn't like and thought was creepy. My biggest complaint was since the Rav wasn't in stock they told me that I could keep my tacoma until the Rav came in, I signed paperwork and gave a down payment but I found out they didn't reach out to the lease company or filed the paperwork so I eventually got a call from that Toyota company thinking that I was trying to keep the truck and charged me all these fees and my credit score went down over a hundred points, when I spoke to **** and multiple people they all said oh you were supposed to pay the rest of your lease and they were waiting for me to give the down payment which I did and have proof of doing both of those. They also said that my rav would come with a roof rack which they tried not to put in writing until I made them and when I picked up the rav there was no roof rack and I brought it up and of course their initial response was to lie so they said if it was supposed to have a roof rack it would've came with it so I told them to check the paperwork and they said to schedule an appointment and they would put it on and when I came to the appointment and waited over an hour they said they can't put the roof rack on. He also said if the value of the truck was worth more than what I would owe if I bought the truck I would be able to use that money towards the rav but when I picked up the Rav they said they didn't have the amount and that dealership was closed for the day and never fixed it

  Business response

  08/11/2023

  Call and talked to customer. Unfortunately vehicle she purchased was delayed and arrived to the dealership later than initially expected. All paperwork including payoff was processed in timely manner, right after customer took possession of the new vehicle. Apologized for the sales reps ********* we do not tolerate that.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The dealer advertised a 2019 highlander with ******+ miles for ******. I drove 220 miles to come and purchase the car. When I arrived they tried to charge me over ******. Same car, same vin. 100% bait and switch. I saved all the pictures from the online ads..the were even on the main toyotacertified.com website, not just 3rd party, auto trader.com. This had nothing to do with financingI had cash ready to go. I am furious these business practices are allowed! They should have to sell the car for what they advertised it for!

  Business response

  07/25/2023

  Tried to reach customer via provided phone number few times. Left voicemail with my contact info and no response. For reason unknown to us Toyota Certified and Auto Trader web sites had wrong price posted. We were not aware of that until customer in the showroom pointed it to us. Price we gave the customer was our published price, from our website, the only one we were aware of. Unfortunately price was never requested or verified prior arriving. We notified two websites immediately and they working on resolving the issue.   

• Initial Complaint

  12/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a 2020 ***** from this dealer in December 2020 with approximately **** plus miles on the car. Everything in the car appeared in excellent condition. Recently, my dash informed me that the batteries were low on my car keys. This is a keyless entry automobile. Im 76 years old and the only driver on this vehicle. The car only has ****** mins on it now. I never travel very far from home since Im caregiver to my husband who is bedridden and suffers from Alzheimers disease. Upon the notification that the key batteries were low, I took my car to the ***** Dealership in Centennial Hills. They attempted replacing the batteries and one of the keys simply fell apart. These keys cost $500 plus dollars. I was advised that the Toyota Dealership where I purchased the vehicle had given me a key which had been glued back together after being damaged. The ***** Dealership advised me to return to the Toyota Dealership because the key was obviously damaged when they sold me the car, ***** was not responsible for repairs or replacement of the key even though the ***** is still under warranty I went to the Toyota Dealership today and initially spoke to the Service Director, *********************. Upon examining the key he said he would get the Sales Manager. After an extended wait, ******************** approached me about the key. After explaining the situation to her, she very condescendingly told me it was not their problem, stating the previous owner had obviously given them a damaged key. She said there was no solution and they wouldnt replace the key. I requested her card which she went to get but instead, after an extended wait, came back with a Sales Manager, ***************************. He said they were not responsible for a damaged key given to them by a previous owner. The car was purchased in good faith, and I was given two keys which appeared to be new. Im a senior citizen, walking with a cane, who was treated like a homeless person. ****** never gave me her card.

  Business response

  12/20/2022

  We are trying to reach customer and set up an appointment to come and see what we can do to help. We will update it after we contact the customer.

  Customer response

  01/03/2023

   
  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,
  
  ***************************

• Initial Complaint

  12/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I brought my car in to be serviced and what they quoted me before hand was not the same. They realized I had a warranty and no longer offered me the same options customers who were paying cash. The service manager is very disrespectful and racists. There are hardly no African Americans on staff.

  Business response

  12/16/2022

  Customer requested a basic oil change service be performed on her 2017 Lexus ES350. The charge for the oil change is covered by a service contract and there is no cost to the customer and therefore no prices were quoted. After the vehicle was written up the customer said she wanted the brakes replaced under warranty. Customer did not give a reason as to why she wanted the brakes replaced other than they would be free and were covered under warranty. Customer was advised that brakes are generally NOT covered under warranty as brake pads are considered a "wear item part" and are expected to wear out as that is how they bring a vehicle to a stop. We advised the customer that we would inspect the brake pads during our complimentary Multi Point Inspection that we do on every vehicle brought in for service. We provide this to ensure the safe operation of vehicles brought into our service department. If a vehicle needs attention in a certain area of our inspection we advise the customer and proceed accordingly. 

  Upon the Multi Point Inspection we found the vehicle to be low on windshield washer fluid and we filled it to factory specifications. All other areas are safe & in working order not needing attention or replacement, including both the front and rear brake pads that are measuring at 8mm thick. For reference brake pads measure 10mm thick when new and are recommended to be replaced at only 3mm. This 2017 ***** has just under 30K miles on it and this is a normal measurement for brake pads with safe driving habits. NO recommendations were made for this vehicle during this visit as it is in safe condition.

  Our company does NOT tolerate racism in any form from employees or customers.

• Initial Complaint

  11/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They took advantage of a 22 year old girl buying her first car. They informed me about a first time buyers program where they will give $2000 more towards the down payment only later for me to get a letter in the mail saying I owe over $2,000. The first time buyers program was a scam and it was a credit line or loan that they did not describe thoroughly. I do not even seen it in my contract where I have to pay this $2000 back.

  Business response

  11/22/2022

   

  Talked to customer over the phone. Reminded them about the whole transaction, including father being on the phone throughout negotiations. Customer signed everything including acknowledging $2000 Credit Card that needs to be payed back.  

  Customer response

  11/22/2022

   
  Complaint: 18449369
  
  I am rejecting this response because:
  I have two witnesses that was on the phone when making the negotiations, I was not there told that this was a credit card nor loan, nor did I sign any documentation that I had to pay the $2000 back. I was only credited for the $3000 I put down out of my account. It DOES NOT state in my contract that I have to pay back the $2000. Nor do I have any documentation that states that neither. I was also told as well that they are not obligated to give any documentation. 
  Sincerely,
  
  *******************************

  Business response

  11/28/2022

  Customer was told over the phone that signed document reads very specifically **** Credit Card. It also reads that money is applied towards the purchase and it will needed to be payed back. We invited the customer to come and look at it and get another copy. Scheduled appointment for 11/ 26 and never showed up.   

  Customer response

  11/28/2022

   
  Complaint: 18449369
  
  I am rejecting this response because lease have dealership provide business bearu with a clear copy of attached signed alleged document.
  
  Sincerely,
  
  *******************************

  Business response

  12/14/2022

  Please see the attached. Document is the credit card approval and includes ************************* signature acknowledging "I am applying $2,000 towards the purchase of the 2023 Camry and must be paid back."

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought 2016 Tundra Crewmax SR5 2WD 11/01/2021. Within a week there was a clicking/squealing noise coming from the motor. Took the truck in after contacting ******, the Service Manager for used vehicles. They took the truck a couple hours and "couldn't replicate the noise". When I picked the truck up the smell of whatever they used to lube the motor to stop the sound was so strong I had to roll the windows down. When I called ****** days later to tell him it was still making the noise he said his lead tech said "******* just make a noise". Fast forward to 09/14/2022, I was at another Toyota getting service due to being hung up on by David ******** Toyota's ****************** before even getting to speak to anyone after several attempts and was informed I was upside down $20K while asking about a trade in for a 4WD. Considering I walked in with $10K that would mean I was over charged $30K. The truck is worth about 30K so I was charged double the truck's worth leaving me unable to trade it in or refinance it. The salesman, ***********************, knew I had sold a house and was in the middle of a divorce and took complete advantage. I've left ****** and Yelp reviews and emailed the ** of Sales, ************, per his response to both but of course he did not respond. I even tried to go in to see if there was anything they could do about fixing my loan or trading me a truck worth the loan and they wanted $12K more from me for a 2021 Tundra that looked terribly rough considering it was "certified". The finance guy I signed with my contract with said Toyota could change their contract at any time, so there is a possible resolution, David ******** just chooses not do anything about it.

  Business response

  11/22/2022

  Talked to customer. Unfortunately, we do not not have control over the market conditions. We just follow them. Values of the used vehicles change regularly, and even more so in recent times. Customer was informed that she have some product that could be canceled, if she chose so and lower her finance amount. Regards the service, she was informed that in order for us to perform repair we need to be able to duplicate the problem. 

  Customer response

  11/22/2022

   
  Complaint: 18382883
  
  I am rejecting this response because:
  I hardly spoke to anyone except for ****. Every time **** left a message he provided a different call back number. His reason was because he was "running numbers." He never did tell me what numbers. I had informed him that I canceled the *** in September, he never once explained that as an option knowing I'd already done so. **** and I also never spoke about the issues with service department. The conversations we supposedly had were fabricated by Toyota. I spoke to **** twice and all he said was he was running numbers after confirming I canceled my ***. He also gave me the vehicle market speech. Nothing was resolved and the other conversations didn't happen. 
  Sincerely,
  
  *******************

  Business response

  12/21/2022

  We made several attempts to reach the customer but she did want to speak to our staff and asked why were were bothering her. 

  Customer response

  01/03/2023

   
  Complaint: 18382883
  
  I am rejecting this response because:
  Not one attempt to contact me since the last response. I received 3 calls after David ******** received my initial complaint. I missed 2 during work and was left a voice-mail each time with a different callback number. The 3rd time I answered and told ****** was at work and could call back later. He didn't answer later that day. More lies from this dealership.
  Sincerely,
  
  *******************

  Business response

  01/06/2023

  Left voicemail with all contact information at 9:30 AM, phone Nr: **************. Will keep trying to reach customer. 

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***, the Finance Manager was **** and misleading about documents I signed.*********, the Sales Manager, called me a F****** B**** when I called to discuss issues.****, Service Manager, tried to intimidate me when I called for a refund on a service contract. He asked for my phone number and has refused to discuss refund of ************ Policy $3925.00.He is not accepting my calls.

  Business response

  11/11/2022

  Customer has been in communication with finance director. A refund has been issued and mailed to the customer.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been to this dealership more than 3 times since I have purchased this vehicle. I have brought to their attention thaty vehicle has been shaking since I bought it. They kept telling me nothing was wrong with it. Finally they were able to find out that the motor mounts were bad. I asked them to please inspect the whole vehicle and they said they won't because, if there is no error codes they can't check what I'm asking them to. I am not back to the dealership because, my car is shaking again and now making grinding noise. As well they never told me that my breaks need to be replaced. I'm very upset with them. When I was purchasing the vehicle I asked for an extended warranty and unfortunately they didn't do the extended warranty.

  Business response

  08/28/2022

  Business Response /* (1000, 5, 2022/07/18) */ Unfortunately, we were unable to duplicate any abnormal or excessive vibration. We do understand the customer's frustrations, however, some vibration and noises are characteristic of vehicles of this age/mileage. Integrity is our priority and it would be irresponsible to make repairs that aren't needed or not going to rectify the customer's concern. Please note that the customer did mention that the brakes were replaced at another facility and we advised the grinding is likely caused by the product used. Consumer Response /* (3000, 7, 2022/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) This car is a 2019 vehicle and has 41,000 miles on it. I as well told the dealership that my vehicle was making sounds before I replaced my breaks. This dealership stated that my rotors looked resurfed. They aren't resufred they are bran new. I have the receipts showing that the breaks and rotors are new. This dealership doesn't know what new rotors look like. Not only that they let my vehicle sit for 4 hours before even looking at it. They stated they drove the vehicle 12 milea and nothing happened but, didn't ask me the customer to go on a test drive. They didn't even tell me when my car was getting taken to the back. No one stated of they checked the transmission or the engine when I stated that this was an issue because, of a humming noise.even on the paperwork they provided do3snt show they checked the transmission or engine. Business Response /* (4000, 9, 2022/07/20) */ Service director has taken test drives with the customer on every previous visit. He has also test driven the vehicle with multiple Toyota master trained technicians. All repairs that have been completed have been for customer satisfaction, not because we were able to duplicate any abnormal concerns. We feel we have exhausted all of our resources and encourage the customer to get a 2nd opinion. We apologize for the wait time. The customer was advised NOT to wait for the vehicle and the service director did not know she decided to wait until too much time had passed.

• Initial Complaint

  07/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased a wheel and tire warranty on a 2019 ***** 14 months ago. Was advised at the time of sale this coverage would cover any wheel or tire issues within the first two years. I had a flat tire in front drivers side from a nail. Warranty claim was denied due to excessive wear. These tires have 33K miles on them. This should not even be an issue.

  Business response

  08/28/2022

  Business Response /* (1000, 5, 2022/07/11) */ Unfortunately, the tire was worn out beyond repair. With any warranty or service agreement, there are some limitations for coverage. In this case, the agreement states "Tread Depth Requirement: To qualify for coverage under this Agreement, tires damaged by a Road Hazard must have a minimum of 3/32" tread depth at the lowest point on the tire at the time of damage". This limitation can be prevented and coverage can be prolonged with an effort on the consumer's part to maintain the vehicle and rotate the tires. This is especially crucial due to the Las Vegas climate. If the paperwork signed at the time of purchase is no longer accessible, we would be happy to re-send those so the coverage terms can be reviewed. We are truly sorry for the misunderstanding. Consumer Response /* (3000, 7, 2022/07/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The dealership sold me the warranty with the advice that any road hazard happens to the tires within the first two years of purchase there wouldn't be any issues. Also, when I was first called on the claim they asked what tire I would want to replace it with. The gentleman I spoke to advised they would not replace it and only repair it and in which the tire was beyond repair. Also he notes this is especially true in Las Vegas climate. I lived in northern Nevada for 6 of those months. Those tires were exposed to only one Vegas summer. So to tell me that those tires in a newer Lexus can't handle that seems very suspicious to me. Business Response /* (4000, 9, 2022/07/19) */ While we can't speak to what was said at the time of your purchase, our finance manager's typically highlight the benefits of the tire and wheel coverage without a 100% guarantee because there is some onus on the consumer as well as exclusions. The tire and wheel agreement does provide very comprehensive coverage including protection against debris such as nails, glass, potholes, rocks, tree limbs not normally found in the roadway. But as mentioned, the tire and wheel coverage is predicated on the fact that tires need to be rotated and inspected periodically. Based on the pattern of wear, it does appear the tire pressure was low. The tire and wheel agreement reads (4 a-c) "In order for coverage to apply under this Agreement You must do all of the following: a) Maintain air pressure at Vehicle/tire manufacturer's recommended levels and perform all manufacturer recommended and preventative maintenance, including alignments, rotations and balancing. b) Check tires periodically for (i) tread depth less than 3/32", (ii) improper wear, and (iii) dry rot. Replace tire if any of these conditions exist c) In the event of covered damage, You must take immediate action to protect the tires and wheels from further damage. We would recommend reviewing the full terms and conditions. To be clear, we were not suggesting that the issue was caused by the Las Vegas climate, we are merely stating it makes it even more important to maintain tires properly.

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