ComplaintsforToyota of North Austin

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 07/19/2022 my Husband took my vehicle in for possible battery issues, car keep stalling to start. Was told the battery was bad by toyota and was charged about 185 dollars for a replacement. Went on about life, 07/25/22 & 07/26/22 the same issue started to happen. So I took my battery to ********** on 07/26/22 because that was close to find out if maybe it was something else. As soon as the guy comes out to do the battery check he says something like " oh, original battery, that's your problem" and I start to tell him that we just had the battery replaced a week ago. He tell us no way there is battery leakage and corrosion. He told us to take the car back to Toyota there is no way that battery is brand new. 07/27/22 my husband takes the car in and they agree the battery was never changed. We asked for a refund and was told to wait for the manager to discuss. We received a thousand apologies but that is not what we wanted. We wanted a refund, the trust is gone. While waiting for the manager the car was serviced and battery replaced. Finally after 30 mins of waiting in the manager lobby he ******* comes to get us only to apologize again and let us know no refund would be given because the service was done today. He had no answer for the fraud that was committed and we left because there was no budging on his end. Instead of the situation escalating any further we chose to leave.

  Business response

  07/27/2022

  Our service manager filled his fuel tank for making the extra trip to have the battery replaced. The battery was mistakenly not replaced on previous visit, however, we apologized, and filled his tank for the inconvenience. The customer knew what was occurring and didn't say anything until about a refund until after the service was rendered. We also offered some discount on future visits, but a full on refund is not reasonable for a service we ultimately rendered.

  Customer response

  07/27/2022

  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.
  
  Regards,
  
  *********************************

• Initial Complaint

  07/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I completed a lease on a 2019 Toyota Rav4 and outright purchased the vehicle, with my brother-in-law *************************, on Friday, June 17th, 2022. Last week, I received notices via U.S. mail and email that my account is overdue, with late charges assessed. The check for the car cleared on Tues, June 21st. I spoke with ***** at Toyota ********* Services, who said Toyota Of North Austin had yet to acknowledge that payment. I called *********************, Finance Director at the dealership Monday 7/11. She investigated and on Tuesday 7/12 around 4p, called to say they found the paperwork and would immediately clear my account. Today, 7/13, I still show an online balance of $382.51. According to Toyota ********* Services, an updated title and license plates cannot be issued until the dealership files the payment electronically.

  Customer response

  07/18/2022

  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.My account with Toyota Financial (Lease) has been updated and closed.  Hopefully, they will process and release my new license plates and updated title.
  
  Thank you for your rapid response to my concern!
  
  Regards,
  
  ***************************

• Initial Complaint

  05/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a car on ********** Store at https://www.toyotaofnorthaustin.com/ and I used ********** STORE as they said on their web---Buy your next car 100% online. Get instant upfront pricing on all our vehicles. Complete everything from the comfort of your home without ever having to visit our dealership. Home delivery within 100 miles. ***** are 6 Step: Step 1-choose; Step 2-Pricing Unlock our instant upfront pricing. We'll ensure you get the best possible lease or finance terms. If you have a car to sell,we'll make you an instant cash offer on your car. Before you make any commitment, we'll send you a deal sheet outlining every aspect of your purchase, including cash, finance, and lease alternatives. Step 3--sell your car Step 4-- ************* Well need you to complete a credit application and upload a copy of your driver's license and a valid insurance card.Even for cash buyers, we need to collect a short form (federal requirement). This will allow us to provide you with a final deal sheet based on approved credit and purchase eligibility. Step 5 Final Review To complete your purchase we will need you to review a final deal sheet with numbers based on your approved credit.Review and accept the final deal sheet and you're ready for your car! After I finish all that the sale man keep saying that I need to pay $3000-$5000 or buy another car which I didn't see anything listed on my price sheet above. They said on their website that their upfront price is guaranteed but I finished my order online with the total price $35,160. The sale man told me that this car is $3000-$5000 more. But I thought I finished my order online as they advertise. They should honor their offer and ads. Now this sale man name ***************, he wants me to either buy another car or cancel my order because he said there was an Erros on the price. I am disagreed because the price was on their website was guaranteed. Please help me!! This is a False Advertise, a malpractice

  Business response

  05/17/2022

  **************** placed a deposit on a Prius Eco (base model), and agreed to figures on that vehicle originally. Today he went on Roadster/********** to change order to a Prius Prime which is normally $5,000 over but ********** stated he could do it for $3,000 additional. **************** believes the one on the website is available (its not, already sold and gone) and wants us to honor the price. We do not have that vehicle. We cannot apply the pricing of one trim level vehicle to a different trim level vehicle.

  Customer response

  05/17/2022

  Complaint: 17211956
  
  I am rejecting this response because: my order was a pre-order not an available car at the dealership. I said i will wait for the car to be build. Again, I am pre- ordered car from toyota, i gave the dealership the description of the car i want to pre-order. Not the existing one. Also, the dealership need to honor their advertising instead of directing or circling around what i said. You should look at the description and file that i already finished. False advertising and malpractice 
  
  Regards,
  
  ***********************

  Customer response

  05/18/2022

  Complaint: 17211956
  
  I am rejecting this response because:my order was a pre-order not an available car at the dealership. I said i will wait for the car to be build. Again, I am pre- ordered car from toyota, i gave the dealership the description of the car i want to pre-order. Not the existing one. Also, the dealership need to honor their advertising instead of directing or circling around what i said. You should look at the description and file that i already finished. False advertising and malpractice 
  

  
  

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

  Business response

  05/18/2022

  On the bottom of every offer there is a statement that if there is a price mistake then we can adjust accordingly. It also states that we have the right to refuse any sale. We offered to lower the amount. We have everything documented in our chat. We cannot sell the 2nd vehicle for the 1st requested vehicles price. This vehicle isn't available anymore. With how inventory is, getting the vehicles is difficult. The customer is welcome to see if they can find the vehicle at another dealership for that price. 

• Initial Complaint

  04/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband and I dropped off our 2015 Toyota Camry Hybrid at the "Toyota of North Austin" dealership service department for an oil change, tire rotation, and state inspection on the morning of Saturday 4/16/2022. They called a few hours later to tell us that they found an oil leak, and they wanted to do a diagnostic to determine the source/cause of the leak, and that it would cost about $175 and be ready on Tuesday 4/19/2022. We agreed to the diagnostic, and when we went back to the dealership 5 minutes after that phone call to retrieve a needed item from the car, we agreed with the service technician, that they would do no work without getting our consent to move forward. He said "of course," and said we'd be getting a call on Monday 4/18/2022. Later on Monday evening, my husband and I informed each other that neither had received a call. I called the dealership ********************) on Tuesday 4/19/2022 before 8:15 am, and left a voice mail to have them call me or my husband with an update about the call. After 8:40 am I was unable to take phone calls due to job duties, but when my husband found a chance to call them, they informed him that they had done unauthorized work on the car totaling $3150. He expressed his dismay at this situation, after which they took off $1000. That is not enough. If I had been informed of the cost, then I would have taken the car to get a second professional opinion, as any reasonable consumer would. However, we were not afforded that opportunity. This situation will be rectified with a full refund.

  Business response

  05/26/2022

  We have reviewed this internally and we will be issuing the customer a full refund. Our CRM will be in touch soon to get the refund processed.

  Customer response

  05/31/2022

  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.
  
  Regards,
  
  ***************************

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