Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Aug 18 2023 i purchased a 2020 Toyota Tundra SR5 from post oak Toyota. On Aug 19 the exhaust fell down against the drive shaft. It had been held up by wire. I still have pictures. I call post oak, they sent a wrecker to get the truck. It took till Monday evening to get a loaner car. Leaving my family and I without a vehicle in the heat of the summer. I got my truck back 2 or 3 days later. I was ignored till I told them I took pictures. I was told at the time of purchase that I was getting an Interest rate of 20% but if I would agree to pay a larger payment and buy the extended warranty they would give me a 15% Interested rate. I took my truck in for an oil change, it took a while, not griping about that, but they told me when they were finished that they had taken care of a recall. I was lied to when I purchased my truck, I was told to my face that I was getting **** for my trade in and when I really looked over the paperwork I was given ****. The finance guy told me to get it R*FINANC*D in a year. Whenever I've been to post oak I've been made to feel insignificant. I would like my extended warranty money refunded. I have tried to call post oak and IF someone answers the phone i am directed to the wrong phone. I keep getting * mails to my wife saying her truck needs service. I called today to get them to stop sending me * mails and I was transferred to the service department. They aren't the ones sending the * mails. I'll just o the maintenance myself.

  

  Business Response

  Date: 01/08/2024

  Thank you for bringing this concern to our attention.  We have since reached out to ****************** and forwarded extended service contract "cancellation" forms.  In addition, scheduled an oil change for him later today.  We believe our customer is satisfied.

  Thanks

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

  Vice President

   

• Initial Complaint

  Date:10/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new 2023 venza le July 29,2023 and was told the second key fob would come in a few weeks. As of Oct ****** I have not received any info on the key fob. I have contacted post oak thru chat and was told they would have someone call me and I have yet received a call or received my second key fob for a brand new car

  

  Business Response

  Date: 10/30/2023

  Thank you for bringing this matter to our attention.  Toyota will contact the customer directly regarding the 2nd key for her new vehicle.  Due to limited micro chip availability, Toyota is only provide 1 key to new vehicle purchases.  The 2nd key will be sent directly to the customer once there is availability.  The dealerhip does not know when that will happen.  We will reach out to the customer for a possible alternative solution.

  Thanks

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

• Initial Complaint

  Date:10/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Because they ran multiple (5) hard inquiries and tanked my credit so now I can't get another vehicle. They did not ask to run it more than once and I didn't give permission to run it more than once. This is horrible business practice.

  

  Business Response

  Date: 10/12/2023

  Thank you for bringing this matter to our attention.  At Post Oak Toyota, it is our goal to provide customers with a truly exceptional experience.  **************** came to Post Oak Toyota to purchase a vehicle.  Post Oak Toyota received the credit application from **************** while at the dealership and submitted the application to lenders (banks) for that purpose. In the pursuit of financing, it is customary for lenders to check the customers credit for financing ability. 

  Customer Answer

  Date: 10/12/2023

  I understand running it one time and there being 1 hard inquiry but you did it more then once which is why I have an issue 

  Customer Answer

  Date: 10/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I understand running it one time and there being 1 hard inquiry but you did it more then once which is why I have an issue 
  
  Sincerely,
  
  ******************************************

  

  Business Response

  Date: 10/13/2023

  We have attempted to reach out to the customer and notify them of the approval for financing.  We have not heard back yet.  If the customer would like to pursue the approval for financing, please let us know.

• Initial Complaint

  Date:06/24/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/23 I went to Post Oak Toyota to buy a $25K ****** Leaf. They then said that Toyota Financial would not loan me money unless I bought $13K in extended warranties. They're so unreliable they can't even get me my car! I want my $13k refunded.

  

  Business Response

  Date: 06/25/2023

  Thank you for bringing this matter to our attention.  We will reach out to **************** on Monday 6/26 in effort to resolve the issue.

  Sincerely

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

  Vice President

  Customer Answer

  Date: 06/27/2023

   
  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

  Date:06/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 6 june 2023 I purchased a2023 tacoma and a2023 verza from post oak as part of this sale I was promised after market cd players for both cars. On june 9th I was told they would be in the following week. As of today 21 june I have heard nothing else I have tried calll ***********,***** but always got voice mail tried email with no response. Would like your help in resolving this matter. thank you.

  

  Business Response

  Date: 06/25/2023

  Thank you for bringing this matter to our attention.  We have since communicated that status of the back order CD players for his vehicles.  We anticipate resolution of installation of the CD players by 6/30, if not sooner.

  Sincerely

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

  Vice President

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my 2015 Scion TC from this dealership September 2021. Day 2 of having the car I noticed weird noises so I brought it back to be looked at and they told me it was nothing out of the ordinary. I took it back 2 more times and one they had me drive the car with the used car mechanic and he said the noises were normal and I didn't know what I was talking about since I wasn't used to driving stick shift Toyotas. The salesman ************************* said something similar stating I wasn't a mechanic or an expert and deterred me from being the car back when I wanted to get into something else. So I said fine and hoped I could drive the car even with the embarrassing noise that I knew to be an input shaft issue from testing it and watching video doing research and having it diagnosed at another mechanic shop. Fast forward to February of 2023 the noise had become louder and I came into the dealership again expressing my concern. They first diagnosed the issue with the transmission to be the output by stethoscope. I said to please have the technician test for the input shaft because the sound goes away when the clutch is pressed in. Once they got my car in they had it for 2 weeks, during that time the service manager ************************* kept giving me the run around telling me different prices of what I would need to pay for the clutch to be done with the transmission work. I kept asking for a parts list so I could get the parts myself and was never given that list after asking multiple times. She was rude for no reason to me and with the prices of things ever changing I got a hold of Toyota corporate. A month after my car was "fixed" my car grinded into 3rd gear. I got on the wait list for a courtesy vehicle and that took 2 months time to get me back in. The courtesy lady said her boss kept pushing me back when it was my turn. "Something kept coming up" I say it was retaliation for getting a hold of corporate. Now the quote is $7,344 more than a new transmission I could have had.

  

  Business Response

  Date: 05/02/2023

  Thank you for bringing this matter to our attention. Post Oak Toyota is commited to creating a truly exceptional experience for our customers.  We have spoken to ****************** this morning and working on a resolution.  The scenariors include either replacing the transmission at a discounted cost or trading the customer out of the vehicle.  We will update the BBB with the resolution.

  Thanks

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

  Vice President

  Customer Answer

  Date: 05/02/2023

   
  Complaint: ********
  
  I am rejecting this response because what they offered me required me to spend more money. I don't see how that is a solution. Just more games being played and not actually caring about the customer. I attached the trade in proposal and also ***** blue books offer for my car to compare.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 05/04/2023

  Post Oak Toyota has worked toward two proposals for ******************. One scenario would be to trade in his current vehicle in the current condition.  We cannot help with the balance owed on the current loan as it relates to the value of the vehicle. The other scenario is to replace the transmission at a discounted rate (attached).  I am sorry that ****************** feels that both scenarios are not satisfactory to him.  Please close this matter.

  Thanks

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

• Initial Complaint

  Date:03/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2018 Chevrolet silvarado on October 1st 2022 the first month I had it the transmission is going out. It has something wrong with the electrical sometime the windows,windshield wipers,radio,cruise control, onstar, don't work. And I gave over ******** and now I am going to have to park it because I don't have the money to fix it. I am on disability. They sold me a vehicle that should have not been sold and I'm going to have to make payments on and can't even drive it. I called and called left messages and no call back so I went up there and they was trying to put me in one that the payment was over ****** a month and the paper work showed ******** by the time I got it payed off and I was paying ****** a month on the Chevrolet I hope I can get some help

  

  Business Response

  Date: 03/21/2023

  Thank you for bringing this matter to our attention.  At Post Oak Toyota our goal is to create a truly exceptional experience for all of our customers. Mr./*********************** purchased a vehicle from Post Oak Toyota on October 1st, 2022.  At the time of purchase, Mr./*********************** were offered an extended service contract and GAP protection.  The customers declined all financed products that could protect their investment with future repairs.  I've attached the documentation.  

   

  On February 8th 2023, ********************** came to Post Oak Toyota and desired to trade out of his vehicle and purchase a newer more expensive truck, hence the increase in payment.  We value all of our customers and if ********************** would like to look at other options that *** work for him, we would welcome the opportunity to attempt to trade him out of his vehicle.  ********************** will need to be flexible with payment options as a solution.  Please let us know when he would like to meet with our General Manager to review options. 

  Thank you

  Sincerely

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

  Vice President

  Customer Answer

  Date: 03/24/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  We already tried to trade and ***** with Post Oak wanted to ********* where post oak paid half our payment(which almost doubled) for 9 months. Then he said we would come back down and refinance for a payment same as our original payment. On the trade they only wanted to give us $20,000 after selling it to us for $28,300.  They where not honest about the situation . When my wife talked to them on the phone about the possibility of not being able to finance for the original payment amount. ***** assured her that it would all be taken care of.  The salesmen and finance person both left as soon as the paperwork was finished so I could not talk to them the same day. After talking to my wife ,I understood the dealership could not guarantee the financing as promised. All they wanted to do was sell another vehicle instead of fix the original issue.

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

  

  Business Response

  Date: 03/25/2023

  Thank you for the response.  The initial complaint from ********************** concerned the mechanical repair of the vehicle.  Post Oak Toyota is willing to perform the repair at a discounted rate to assist with the cost of the repairs.  This will be at Mr. ********** expense.  That is option A.

  Option B involves ********************** to trade out of his vehicle in which Post Oak Toyota can assist with this option.  In Feb '23, the vehicle was valued 5 months older and ***** more miles.  The value of vehicles do fluctuate and Post Oak Toyota valued ************************** truck accordingly.  ********************** is more than welcome to attempt and trade-out of his truck at Post Oak Toyota for a different vehicle, however, the vehicle trade in value will be evaluated accordingly to the local used vehicle trade-in market conditions and miles/condition of the '18 Chevrolet Silverado with ******* plus miles. ** ********************** does not agree with the terms of financing that Post Oak Toyota can assist with arranging for the newer vehicle, he may pursue financing with his local bank relationship.

  In either of the forementioned scenarios, Post Oak Toyota can assist ***********************  Please let me know which option that ********************** would like to pursue. We would like to resolve this matter sooner than later as it will affect the value of ************************** potential trade-in value.  A meeting with our General Manager can be arranged to assist with a smooth transition in either scenario.

   

  Thanks

  Sincerely

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

  Vice President

  Customer Answer

  Date: 03/31/2023

  aint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************** when it's fixed I will take it off the BBB

• Initial Complaint

  Date:03/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my car on 2/15/2023. Was told I had remote connect and remote start. Remote connect is not even available on this car. Went up there because the remote start does not work unless you're right on top of the vehicle, which does no.good when you're trying to warm it up. The service guy went and messed with it and said the 40.ft from the car the farthest it will reach to start the car. The main reason I got the vehicle was so I can start it while away from it, to either cool it down or heat it up. Neither of these work as promised and one isn't even available on the car even though I was told it was and have the papers the salesman gave me to set it up.

  

  Business Response

  Date: 03/07/2023

  Thank you for bringing this matter to our attention. At Post Oak Toyota, we value all of our sales and service customers and want them to have a truly exceptional experience.  We would like to invite ****************** to meet with our GM *************************** and review the differences beween "Remote Connect (not an available option)" and ********** Services" thru the Toyota app.  Post Oak Oak Toyota installed "remote start" on the purchased vehicle at no charge to *******************  When would ****************** be available to meet?

  Thanks

  Sincerely

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

  Vice President

  Customer Answer

  Date: 03/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that ********************** is looking into why the remote start is not working with the key fob.  If that works as promised I would be happy
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a 2013 Toyota Highlander from Postoak Toyota 2 weeks ago, 12/15/22. Low engine pressure light came on today 12/29/22 Called the last owner. He had it for 4 months. Returned it for this reason. His extended warranty paid them to fix it. Never fixed, just resold to the next sucker, us. This will not go unanswered. Will they make this right? TBC.
  

  

  Business Response

  Date: 01/04/2023

  Thank you for bringing this matter to our attention.  We always strive to provide a truly exceptional experience for all of our customers.  Our General Manager has reached out to Mr. and *********************** regarding their concerns with the vehicle they purchased from our dealership.  We have agreed to unwind the purchase for customer satisfaction.  We will be picking up the vehicle from the customer, and paying off the customer's contract as soon as the vehicle is back on our lot.

  Kind Regards, 

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

• Initial Complaint

  Date:10/05/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my car on 06/04/2022 and I pay monthly payments on it. The business committed to provide me a title for my car or a certified copy and have not done that. The nature of my dispute is I want a title or certified copy. The business says they are trying to resolve the problem and have continued to put us off for 4 months.

  

  Business Response

  Date: 10/12/2022

  Thank you for bringing this matter to our attention.  We value every customer and promote a truly exceptional experience for all our customers.  We were made aware of this complaint on 10/06/22.  Our Finance Director, *************************, reached out to ************ immediately that afternoon in effort to remedy **************** concern.  During the conversation, it was communicated to ************ of the dilemma in which Post Oak Toyota was experiencing with a prior lien release that was in progress from ************* Finance.  We do have a valid OK title for the 2013 Elantra that ************ purchased back in June, but the title came back from the *** with an old, active ************* Finance lien on it from 2012.  We have confirmed that there is no payoff with ******* on this vehicle, and that there should be no active ******* lien on this particular VIN, but ************* Finance has not sent us a lien release, despite us requesting it via phone AND in writing over 10 times.  As of today, 10/12/22, we have opened another case with ************* Finance ********** * ************** and have been told that it will take a minimum of 48 hours for them to contact us with an update. 

  In closing, Post Oak Toyota offered to rescind this purchase and purchase another vehicle with us, however, ************ elected to keep the current vehicle and wait until the title issue is resolved.  Post Oak Toyota assured ************ that we will maintain continued communication with him regarding any advancements.

  Customer Answer

  Date: 10/14/2022

   
  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. They reached out to me personally and have been able to secure a lien release on my title. However they continue to be investigated by the ************************ for their practices in this ordeal which has spanned over 4 months.
  
  Sincerely,
  
  *******************