ComplaintsforToyota of North Austin

• Initial Complaint

  06/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 2024 Toyota Camry Hybrid and unfortunately was in a car wreck in January and it was totalled. The *** Insurance provider is requiring me to send documentation to them showing the amount of the refund sent to Toyota of North Austin for the extra key protection and dent protection policies. I cancelled the contracts as instructed and both the key and dent protection vendors say they have sent the refund documentation that I need to Toyota of North Austin. Neither will release the documents to me directly.I have tried to get help from numerous Toyota of North Austin departments and people to provide me this documentation so I can close out the *** claim, which was the *** coverage offered to me at the time I made my purchase at Toyota of North Austin.The *** provider will not close the claim paying Toyota ************** until they receive the refund documents for both key and dent contracts.My totalled VIN was ***************** Dent contract # was ************ Key contract # was KFAGPS083774 My credit is being affected and I am having to pay delinquent payments to Toyota **************, all because not one person at Toyota of North Austin will assist in providing the documents.This goes beyond terribly poor customer service; this is blatant refusal to comply with the ***'s legal requirement. This cannot be the first time this type of request is made in relation to a *** claim.I hope you can assist in getting me the documentation I need.Thank you.*****************************

  Business response

  06/18/2024

  Toyota of North Austin was sorry to hear that communication was lacking. We have a process in place to refund any type of cancelation on warranty products. Our Financial Director was able to speak with the customer and walk her through the process.

  Our Financial Director after investigation was able to provide our customer with the necessary documentation as well as the amount of refund check. Thank you for bringing this to our attention. We will use this as a learning opportunity. If you should need any additional help, please do not hesitate to call us at *********************

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My truck was in the body shop for repairs from a hail storm. The shop had my vehicle for 3 months when they originally estimated 30 days. When they claimed my vehicle was ready to be picked up it is missing a few pieces. Multiple other parts of the truck were damaged during the repair either from overspray paint or reckless craftsmanship. When discussing my concerns in person with the body shop manager, he postured up at me in a threatening manner and stated if you get any closer to me he then stopped himself before completing the verbal threat. I got the manager for the entire dealership involved. He stated this was not the first time they received a complaint about this person getting violent. A couple of days later they called me back to the shop to pick up my truck. The truck has paint overspray, missing/broken components and poor panel alignment. They stated this was the best they could do and released the vehicle to me. I reluctantly took possession of my vehicle because they refused to make further repairs and also refused to provide me with a loaner car.

  Business response

  05/21/2024

  We are researching the complaint and will respond soon.

  Customer response

  05/21/2024

  Complaint: 21670939
  
  I am rejecting this response because: They didnt actual respond. They sent a message to delay the process further. 
  
  Regards,
  
  ***********************

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a vehicle on 1/24/2024 from this dealership. I made a $500.00 dollar refundable deposit on 1/22/2024. I was informed that they would refund my $500 deposit in 24 to 48 hours after the purchase, but they have not done this. I have contacted them multiple times to try to get them to refund my deposit to no avail. I purchased the vehicle on 1/24/2024 in a CASH transaction. Each time I contacted them I was told various stories about how they had mailed my refund but I have not received the refund. The 24 to 48 hours for my refund has now reached 21 days.

  Business response

  05/21/2024

  Reimbursement was made to the customer on 3/5/24, please see attached check. 

  Customer response

  05/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is OKAY to me, however it does NOT mean that I accept their lack of living up to the original agreement for me to receive my deposit within 24 to 48 hours of my purchase and NOT almost a MONTH later after I had to contact Group 1 auto corporate. Still their response shows a complete lack of concern for the customer. I did get $500 back but again they labeled the check as ****** REIMBURSE FOR DENT GUEARD whatever that is.
  
  Regards,
  
  ***************************

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am curious to know the referral process for this particular dealership. I referred my nephew to a particular salesperson at Toyota North in Austin ***** last February 2023. He ended up purchasing a vehicle and when we went to do the paperwork, in the referral area was a name that wasn't mine. I inquired about the name and the salesperson said she just all always puts her sister's name there and that she'll update it. It's almost been a year and I've contacted them about my referral, in which they state they weren't doing referrals at the time, but I never heard back and we're coming up on a year and I never received a referral payment. I just want to be sure that if a payment did go out that it doesn't go to her sister instead of the person or people who actually refer folks to her.

  Business response

  01/24/2024

  I would like more information about the referred customer so I can look further into it. Customer can contact me directly at *********************************** Thank you. 

  Customer response

  01/24/2024

  Complaint: 21192621
  
  I am rejecting this response because: nothing has been resolved. Here's the requested info.

  the customer: *************************

  the salesperson: *************************;

  
  Regards,
  
  *****************************

  Business response

  01/24/2024

  I have looked into the file, there isn't a referral fee setup in the file to be paid to anyone nor has a referral fee been paid to anyone. In order to move forward I would need documentation showing that a referral fee was promised. 

  Customer response

  01/25/2024

  Complaint: 21192621
  
  I am rejecting this response because: As I stated before she told me that she'd update my info in the referral area and remove her sister's name. I have the correspondence where I checked back. If she also verbally told me what proof are you looking for. I am the one that referred my nephew to her, it certainly wasn't her sister, whoever that is. I've attached the messages.
  
  Regards,
  
  *****************************

• Initial Complaint

  12/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of Transaction: 8/14/23 As recommended by ***********, *********************, I used my debit card to pay Toyota of North Austin $500 to reserve any incoming Toyota Rav4 in transport to the dealership for potential purchase. In doing so, I would be alerted if a vehicle met my needs/ interests and provided the opportunity to lay claim before other potential buyers. ************** stated if I changed my mind that no reason needed to be given as "life happens" and the deposit was "fully refundable". After purchasing a vehicle from a different dealership, I notified ************** by text and phone to process the refund. After repeated calls and texts and not receiving the refund to my card/ account, I called the dealership again and informed a saleswoman that I would be contacting my bank to reverse the transaction as this was a fraud. She stated others who had done this received even longer payment delays and that my request for reimbursement was submitted. I requested written confirmation for tracking and did not receive it. It is now 4 months later and no refund has been received. After speaking with the manager of another Toyota dealership, it was stated that they did not perform reservation deposits as they would have to submit interest along with the base refund when returning the money. The listed manager of Toyota of North Austin is ***********************************. I haven't been able to make contact with him. I submitted an online email to Toyota's corporate office today (12/11/23). The reference number is ************. When calling their main phone number, it would not let me select the option I needed nor provide access to a live person. No service or goods were purchased from Toyota of North Austin.

  Business response

  12/14/2023

  Customer informed dealer on 9/18/23 that she purchased a different vehicle elsewhere and would like her down payment refunded. We processed her refund on 9/19/23, after speaking to sales person and sales manager no commitment was ever made to customer to refund any down payment plus interest. I have attached backup as proof, communication from customer and proof of refund. 

  Customer response

  12/17/2023

  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.
  
  Regards,
  
  ***** ***

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife's 2012 highlanders battery died and she bought it in to check its condition on 11/8/2023. She was told the battery is in poor condition and it needs to be replaced. It was sold and installed by them 4 months ago. She came at 9:30 and waited for over 6 hrs and they replaced the battery but did not clean the corrosion of the battery terminals. When she asked to speak to a supervisor due to the long wait, ******* spoke with her and he did not even bother to find out the specifics of the status and talked with her rudely. She was told the tech went for lunch, I am surprised that with such a large facility they chose to put the customer at such inconvenience.Our highlander was purchased and serviced here every 3-4 months for the past 11 years and we are always disappointed in the workmanship and quality of the service. Every time we come here for regular service, the car has a new problem for which we need to bring it back.Here are the outstanding problem: 1. Air filter changed and the glove compartment was not aligned properly and the damper was missing.2. Oil changed regularly by the dealership and we are told that there are leaks. 3. ************ in June we noticed mud smudges on the gas pedal. ( usually we see a plastic protective cover to ensure no such damage / dirt is left and a carwash before it is handed back)4. The engine cover has so many stains and smudges for services that you all recommended and performed.5. Battery terminals corroded and not cleaned while installing a new battery, they told that cleaning the terminals has a separate service charge. ( This is new because I brought up this very issue 5 yrs ago when this was ************************* and they cleaned it neatly and applied grease).

  Business response

  12/11/2023

  Any issues  or short comings would best be addressed with the store and the service department directly .  BBB is a good platform when things are not resolved, but our service department would happily address any short coming, and look forward to future business .

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 4Runner TRD Pro was crushed by a tree on July 31. Had it towed to Toyota of N Austin **************** the first week of August for repair. Contacted the business for a contact to send my paperwork. State Farm contacted me the week of September 17 to let me know the car has been totaled and Toyota is charging me $3500 for storage for the entire time they were assessing the car. They said they never received the paperwork I sent because the contact had been fired, but this is the contact info they provided to me. While speaking on a three-way call with State Farm and Toyota, it was revealed that Toyota has been ordering parts for my car, even though it's been claimed totaled, and they have been sending charges to State Farm. This reeks of insurance fraud. I tried contacting them multiple times about the status of my vehicle but could never get ahold of a person. There was no resolution or explanation about ordering parts, or holding the car hostage. After checking ****** reviews, it seems this is common practice for Toyota of North Austin.

  Business response

  10/25/2023

  ********************** vehicle was received on 8/17/23 in our collision center. Storage fees were collected starting 8/29 - 10/5 since our collision center was backlogged. It is standard procedure to order parts when a vehicle has a claim and if it is determined that the vehicle will be totaled then the parts are returned to stock and not charged but is charged a restocking fee. I have attached the invoice that was sent and paid by State Farm, it breaks down the storage fee, and parts restocking fees plus labor fees. 

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************************* Toyota has been changing the oil in my car for years. I took it to ******* and they wouldnt touch it for oil change, stated the oil plug was stripped! I took it to ************************* the last place that serviced it and they want to charge me $800. To replace the problem they created! Doesnt seem fair. They stated they did the oil change but said I had to get the stripped plug fixed.

  Business response

  11/14/2023

  There isn't enough information in this complaint to respond. I would need more information. 

• Initial Complaint

  09/08/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I paid $500 deposit on March 23, 2023 and I was told that deposit was needed to add me to the waitlist for a new Sienna Hybrid, and the deposit was refundable any time if I don't want to wait any longer. I have been waiting for 5 months and there was no vehicle that I was satisfied with, so I decided to leave the waitlist and asked for my deposit back. However, the sellers (*************************, and his assistant ***************************) told me that it was not refundable according to company policy. I asked if he can provide any company document to demonstrate, or any document that I signed (though I don't think I signed any document). The seller could not provide any document, and replied with no politeness, "no updates", "I am busy", and "I don't deal with issues"...Moreover, my friend made a phone call to their sales department on Aug 26, 2023, inquired about buying a new Sienna Hybrid for himself. He was told that there was a vehicle in store and he should come and buy it quickly! Here is another point: I paid the deposit, but they didn't tell me in the first place, instead they told a new customer to come to buy! Then, my friend asked about the policy of deposit if he wants to be added to the waitlist. The person on the other end of the line (*******) told him that the deposit was $500 and refundable any time if he doesn't want to wait any longer...In addition, I have been visiting several Toyota dealers and all the dealers told me that the deposit was refundable (whether it is $500 or $1000). I am 100% sure about that, and I even sent message to confirm the refundable policy (message evidence attached from Toyota of Cedar Park).Lastly, this dealer is charging a $5000-$10,000 so-called "market adjustment fee", which I was never told when paying the deposit. I am feeling that I was treated impolitely, unfairly, also with lots of hidden information. I feel so sad and my emotion was affected a lot. This is not only about the $500 deposit, but the business integrity.

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/4/2022 I had my truck serviced at Toyota of North Austin. I had to get my driver's side seat looked at, because it wasn't working properly. I receive the truck back later that day and my seat wasn't flush with the plastic that surrounded it. The service advisor *********************** assured me that they would take care of the problem when I returned my truck to them in the future, since it was a problem that their incompetent mechanics had done to my truck. *********************** said, "give the cushion a few months to see if it settles back in", and we also took photos of the driver's side seat which was dilapidated due to the negligence of the Toyota mechanics there and I agreed. *********************** was in agreement that it was the Toyota's mechanics fault, and he himself stated that," he would want his truck back in the immaculate condition as when it came in if he was in my position!" Photos were taken, and I left the service area at the dealership. *********************** agreed that they would take care of the problem when I brought my truck back in for service. Fast forward to this year, and I have brought my truck to the dealership for service, but *********************** was on vacation, but said that the service director named ********************* was aware of the situation on his mechanics messing up my seat. I waited again for *********************** to return to work, and I brought my truck to Toyota of North Austin on 7/13/2023 early in the morning to have the seat repaired, because they were responsible for its malfunction due to incompetence of their mechanics. I get my truck back on 7/13/2023, and the plastic around the seat is now even in worse condition than when they first tore it up, and nothing was repaired at all! It seems that they conspired amongst themselves not to fix anything, and to make allegations and say hey we not making any money if we have to fix our mistakes! Is this how they treat veterans, or is it something more sinister like the subliminal racial undertones I detected!?

  Business response

  07/24/2023

  After further review of the claim that Toyota of North Austin didn't correctly fix the driver's side seat, we have found that we did in fact fix the seat at the time of the service in November of 2022. We've serviced the vehicle on multiple occasions after the initial service for the seat and there wasn't a customer complaint in any of those services. During the visit on 7/14/23 our shop ******* inspected the seat and determined that it was not repairable due to wear and tear. Therefore, we were unable to repair. We gave the customer a repair estimate for the services, and he declined services.

  Customer response

  07/25/2023

  Complaint: 20319336
  
  I am rejecting this response because: *** service advisor *********************** specifically told me to wait on getting my seat repaired which they messed up, because they didn't have time to repair the seat at the time. I'm following his lead since they will be repairing their mess up, and taking him for his word! ***se men are unscrupulous, and they know they messed up my seat and now they don't want to repair it! *********************** in particular know that my statements are true, but because his superiors don't want to pay for their expensive mistake, and he needs to keep his job he agrees with whatever they say or do! I expected more out of this dealership than dishonest advisors, service managers, and below average mechanics!
  
  Regards,
  
  ***************************

*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. ↩