ComplaintsforToyota of North Austin

• 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,
  
  ***************************

• Initial Complaint

  04/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We are writing to you to complain about Toyota of North Austin. On Monday; 04/24/23 prior to driving the 1-hour distance from our home, we contacted Toyota of North Austin via telephone and spoke to salesperson **** to confirm the availability of an advertised vehicle, a 2022 Toyota RAV4 XLE (VIN 2T3WIRFV2NW187162 /Stock NW187162) priced at $33,285. Upon confirming that the vehicle was still available to purchase, we took early leave from our jobs to drive to the Toyota of North Austin dealership so that we could view and purchase the vehicle which we were going to pay for with $15,000 cash down as well as a pre-approved blank check from our credit union. After 3 hours waiting, the salesperson, *******, assisted ** regarding our questions related to the above-mentioned 2022 Toyota RAV4 XLE as well as another potential vehicle. Upon our decision to purchase the advertised 2022 Toyota RAV4 XLE, ******* relayed to ** that she was informed by her Sales Desk Manager, *************************, and the companys Used Car Director, ******************, that the advertised price of $33,285 was incorrect due to an error which resulted from their newly updated inventory software and that the it should have been priced at $35,998. After requesting ******* to inquire with her managers about honoring the advertised price, Sales Desk Manager ************************* approached us. In our attempt to resolve this issue we were repeatedly told no because the bosses would not like such a loss to the dealership. The discussion was very unprofessional and a bit condescending to the point that upon asking ******************** to honor the price difference of $2713 and his refusal of it, he stated he was helping us because he got out of his chair to come to us and that his manager has not agreed to take the loss because it was a business mistake and mistakes happen. The incorrect advertised price was still active on their website: toyotaofnorthaustin.com as of 10:21 this morning.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3/18/23 I took my car to Toyota of North Austin service department at 7:15am to get my car serviced (oil change, tire rotation, etc). I received my car back and almost immediately left the lot to return home. Immediately upon getting out the car when I got home, I realized the floorboard and plastic surface to the side of the floorboard (on drivers side) was covered in dirt. I didnt initially notice this when getting in the car, as I didnt think to inspect before getting in and had to get home. As soon as I noticed it, I called the service department same day and spoke with someone about the matter, who mentioned they would send my message to a manager. I requested a callback to discuss the matter with management. I later washed my car and cleaned the excessive dirt that the service person left behind, and noticed that there were a few scuffs and a deep scratch on the rear of my car (on drivers side). By this time the service department was closed. My car was most definitely not in this condition when I brought it in to be serviced that morning. I called the dealership again on 3/20/23 and spoke with a gentleman who advised that I should speak with ****, the advisor who was assigned to me. He mentioned that **** would give me a call back. I also asked for the manager and was advised that he was in a meeting. Its been a few hours and I havent heard back. I called their customer back on 3/20/23 since I havent received a call back. Initially someone picked up the phone and hung up. I immediately called back and have been on hold for 30 minutes and still waiting. I fear that Toyota of North Austin service department will not take ownership of the damage. I know that they generally take pictures of vehicles before servicing and would like for them to pull the pictures, as they will confirm no damage was on my vehicle upon intake. Perhaps they can pull the cameras to confirm how these scuff marks and scratches appeared on the rear of my vehicle!!

  Business response

  03/28/2023

  Customer has already been in talks with our service department and is scheduled to come in this week to have the repair completed.

  Customer response

  04/01/2023

  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. *****, one of the service managers made sure my issue was resolved, and provided the utmost professionalism. The floor board was slightly dirty on the drivers side, from when they took the car in to fix the scratches, but the major issue with the scuff marks and scratches was resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  11/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 16, 2022, my partner, *************************, paid a $500 refundable deposit for a Toyota Corolla. We were told it would arrive around October. We received no updates or anything and at the bend of October we called to request a refund of our deposit. Our original salesman, 'Q' and **********, said the refund was processed and would appear on the statement within 3-5 business days. A week later, there had been no updates or refund, so we called again. After being unsuccessful at getting a hold of any management or salesmen, we listed a 1 star ****** review. ************************* responded requesting we call her. When we did, she said she has sent it to the ********************* and will update us once they respond. A week later, today, we call again and speak to *************************. She says the billing department has not responded and until they do, she is unable to do anything to process the refund, although she is a member of the management team at the dealership. After multiple attempts to receive our refund, we are being put on a wild *********** and given false promises. the *** ID for the payment is 7423317409_PAYAPI-ac3b8db1-b51a- and the payment is listed underneath the phone number ************.

  Business response

  11/14/2022

  Good Morning,
  
  As I told the customer, we have to wait for the accounting department. I will be checking again today to make sure its handled and will contact the customer once I receive a response.
  
  ************************;
  Phone: ************
  **********************************

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This issue is related to my Service with Toyota of North Austin **************** and a detailed complaint letter is attached below.

  Business response

  10/07/2022

  The reason we had the vehicle so long was due to back ordered parts. The customer said he wanted to pick the car up the way it was, which was not completely done. He was aware that the wind shield (a back ordered part) and a few other things were not done. We only charged for the work we completed. The insurance company also got involved and tried to explain to him the situation to him. He still has roughly $1500.00 for the repairs that we did not complete. He can apply this money to finish the repairs when the parts are available.

  Customer response

  10/11/2022

  Complaint: 18155950
  
  I am rejecting this response because: First of all their is nothing on backorder but I was still giving you a benefit or doubt on that, I called the other shops and I am able to get the *** windshield installed next day. Regardless my complaint was for the other repairs that are not done or shady cheap quality work that you guys have done along with other damages to my car. I was always told that the only thing needs to be fixed is windshield but forget that their is nothing you guys have done right on my car and for what you have been even paid. When my insurance called you guys that you told them that I have signed a contract with you guys to not finish the job ? well good luck and I am moving forward with my legal options and thank you for your response please be advised I will be taking this as a legal evidence and proof of your response regarding my complaint. 

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

  Business response

  10/12/2022

  Since the customer has decided to take legal action, I can no longer correspond. 

  Customer response

  10/12/2022

  Complaint: 18155950
  
  I am rejecting this response because: The legal action is already being taken since you did not leave me any other option,Good luck with your fraud tactics and see you soon.
  
  Regards,
  
  ***********************

• Initial Complaint

  08/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a brand new Tacoma from here about two months ago, July 2022. Noticed some strange pull at or around 60mph, brought it in once to get looked at. Tech confirmed truck alignment was out of spec. Said it was corrected, drove it another 400 miles or so, same issue, brought it in again, said they had to adjusted it again, but found out later they never corrected because when I got the second tech worksheet it said the toe was out of alignment in all three locations. Keep in mind, I baby my vehicles, never hit any potholes or anything and drive like an old man. After some adjusting they were able to fix, but even the tech said it was the best they could do but it still had some pull. Keep in mind Im leaving out more minor details to get to the point here. I tried to get a refund since the vehicle was defective, but they would only pay msrp, which was much lower then what I paid, approx $6,000. Moral is buyer beware, but I would never do business with this dealership, I highly recommend going elsewhere. You can call brand engagement with a complaint, their pretty useless, they only contact the dealer to let them know you have a issue, but like I was told its between the dealer and you. I have to say the sales guy was great, he tried to help out, but its the ** who controls it all. If I could give a negative star I would, but word to the unknowing, if you get a defective truck, there is no returning, not even for something close to what you paid. The truck didnt even have a thousand miles on it and didnt even have it two months. Id share a video, but I cant upload it here.

  Business response

  08/25/2022

  Please bring the vehicle to the dealership so our Service director, general sale manager, and general manager can look at it.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to purchase a vehicle on July 6 gave them a deposit of $500. The next day I found out that my cancer was back so I called on that date and spoke to the sales representative that helped me ***************************** and he informed me that the deposit would be returned within 10 days. I have since then l tried calling him several times but his phone is not set up for messages but I have been send him text messages and have gotten a response that it is being processed. I have also left several messages with the general manager and he has never returned my call. i checked again this morning August 15th and the refund has not been returned. I really need help with this and getting my money back. with my medical conditions it is imperative that i get this money back. thank you for your prompt attention to this matter

  Business response

  08/15/2022

  We sincerely apologize for the delay. We are submitting the refund request now.

• Initial Complaint

  07/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of transaction: Fri, Jul 22, 2022 Amount paid the business: $578.42What the business committed to doing: Replacing primary and secondary radiator hoses and coolant in my 2018 Toyota Prius (also purchased from the firm). They assured me they had the parts in stock, that the service would be completed that day, and required me to send them a text message "Approval" which I did promptly, to proceed with the service. At the end of the day (a Friday), I received a call from theservice rep. saying they DIDN'T have the parts and that the service WOULDN'T be performed that day.What the dispute is over: when I checked out, I was charged an additional $148.58, plus tax, for the parts and coolant for the radiator hose service that was never performed. I paid the full amount, because the cashier wouldn't give me car unless I did and I had to have it for the weekend.Whether or not the business has tried to resolve the problem: in short, no. They have instead tried to persuade me that I should finance their purchase of parts and that I should return to have the repair done at some unknown time in the future. I have repeatedly requested a credit to my credit card for the disputed amount (just the $148.58+...not the entire amount). I firsttried to negotiate a credit with theexpectation that I would return for the service when the parts were received. I suggested that a modestdiscount on performance of the service in the future would be welcome, given that I have to make an additional trip, be without my car, and have gone through such an unpleasant experience. But, they have refused to provide thecredit or any other discount or consideration. NOTE: I have alerted my Chase card provider that the amount is in dispute.Tracking information: the invoice# is *******, tag number TY442. Service rep. *************************

  Business response

  07/28/2022

  We are going to give the customer his money  back.
  
  Lauren Clarke 
  Customer Relations Manager
  Executive Assistant to the General Manager
  Phone: ************
  **********************************

  Customer response

  07/30/2022

  Complaint: 17637153
  
  I am rejecting this response because: the firm - Toyota North - has failed to follow-through on their promise to credit the funds owed to me.

  Their words, apparently, are hollow - meant to appease the BBB and make it look as though they are taking action in good faith (like their reply to the ****** review I posted - see attachment #1).

  However, they have been completely unresponsive so far - including to follow-up emails (attachment #2) and texts I've sent (attachment #3).

  **************** (cc:'d) - if you are reading this reply, your actions so are no way to "win back my business." Although I live in Austin, I work in ******, so have been unable to return to your offices to handle this matter in person.

  However, I will be in Austin on Monday and plan to come to your location in the afternoon. I will bring my original receipt, copies of all of the emails and this complaint, and go to your service department to ask them to credit my **** account, in person. Please alert your cashiers that I'll be coming. 

  OR, you could make it much easier by simply issuing the credit that you already told me and the BBB that you would process. And then notify me that the credit has been processed. You can reach me at my email address: ********************* OR phone ************.

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

  Customer response

  08/25/2022

  Complaint: 17637153
  
  I am rejecting this response because:

   

  Dear **************** - 
  
  It has been more than 14 business days (20 days, as of tomorrow) since my last interactions on Aug. 1 with reps from Toyota North.
  
  In every case, they said they would verify my claim and process a refund or credit for the charges I paid. Yet, I've not received a refund or credit, nor have I received any other communications from them.
  
  Would you please reopen the complaint? 
  
  Thank you,
  -SteveG.
  

  
  

  
  

  Business response

  08/25/2022

  I was told this was situated so am getting with management to resolve the issue.

  Customer response

  08/26/2022

  Complaint: 17637153
  
  I am rejecting this response because: it lacks a specific commitment to refunding or crediting to me the the $148.58 that I am owed. The phrase "I was told this was situated so am getting with management to resolve the issue" lacks any specific action, due date, acknowledgment of the claim, or accountability.

  An acceptable response would be something like: "Dear ************************: we regret you have experienced this processing error. From a review of our records, we see that you have been a leasing customer, a pre-owned vehicle customer (purchasing your leased vehicle with a buyout check for $18,000, and a service department customer (spending thousands of dollars on maintenance of your vehicle) since 2018. We appreciate your business! Our general manager (NAME INSERTED HERE) has authorized a refund check in the amount of $148.58 plus tax to be processed and mailed to you immediately. If you do not receive the refund within 14 days, please call the ** here (PHONE NUMBER INSERTED HERE). Thank you for your patience. And again, we regret this experience and hope you will continue as a valued customer."

  *THAT* - or something similar - would be an acceptable response!

  -sg

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

  Customer response

  08/26/2022

  Complaint: 17637153
  
  I am rejecting this response because: it lacks a specific commitment to refunding or crediting to me the the $148.58 that I am owed. The phrase "I was told this was situated so am getting with management to resolve the issue" lacks any specific action, due date, acknowledgment of the claim, or accountability.
  
  An acceptable response would be something like: "Dear ************************: we regret you have experienced this processing error. From a review of our records, we see that you have been a leasing customer, a pre-owned vehicle customer (purchasing your leased vehicle with a buyout check for $18,000, and a service department customer (spending thousands of dollars on maintenance of your vehicle) since 2018. We appreciate your business! Our general manager (NAME INSERTED HERE) has authorized a refund check in the amount of $148.58 plus tax to be processed and mailed to you immediately. If you do not receive the refund within 14 days, please call the ** here (PHONE NUMBER INSERTED HERE). Thank you for your patience. And again, we regret this experience and hope you will continue as a valued customer."
  
  *THAT* - or something similar - would be an acceptable response!
  
  -sg
  
  Regards,
  
  *******************************

  Business response

  08/30/2022

  Dear ************************,

  We regret you have experienced this processing error. From a review of our records, we see that you have been a leasing customer, a pre-owned vehicle customer (purchasing your leased vehicle with a buyout check for $18,000, and a service department customer (spending thousands of dollars on maintenance of your vehicle) since 2018. We appreciate your business! Our service director, ***************************, has authorized and sent out a refund check in the amount of $148.58. If you do not receive the refund within 14 days, please call our service director at *********************. Thank you for your patience. And again, we regret this experience and hope you will continue as a valued customer.

  Have a blessed day. 

  Customer response

  09/01/2022

  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, contingent on one condition. The one condition is that I receive the full refund, cited in the response, on or before Sept. 20, 2022. This is more than the requested 14 business days to process the refund. 

  I'll note, for the record, that I received a call from *********************** from Toyota North Austin at 11:47a on Aug 30, asking me if I would prefer a refund check to be mailed to me or if I would be picking it up. I called her back at 1:15p the same day, getting her voice mail, and left her a voice message saying that I would prefer the refund to be mailed to my home address, since I was out of town at that moment.

  I left my name and home address (where I asked for the refund to be sent) on her voice mail:

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

  9 ************************************************************* 78746

  I look forward to receiving the refund, which I hope the company will process swiftly, so they can put this matter behind us.

  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. ↩