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:02/15/2025

  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 am writing to file a formal complaint against Toyota regarding the prolonged delay in repairing my Toyota Highlander. My vehicle has been at the dealership for over three months, awaiting a transmission part that has yet to arrive. This delay has caused significant inconvenience and disruption to my daily life.Details of the Issue: Nov 15, 2024 Vehicle Model: Toyota Highlander Date of Repair Request: Nov 16, 2024 Dealership Name and Location: Toyota of Dallas Part Awaiting: Transmission Part Duration of Delay: Over three months Despite multiple follow-ups with the dealership and Toyota's customer service, I have not received a clear timeline for when the part will be available and the repair will be completed. The lack of communication and resolution is unacceptable, and I am seeking your assistance in addressing this matter promptly.The extended delay has caused undue hardship, and I am requesting that Toyota take immediate action to resolve this issue. I would appreciate it if the BBB could mediate this complaint and help facilitate a resolution.Thank you for your attention to this matter. I look forward to your prompt response.

  Business Response

  Date: 02/17/2025

  Unfortunately the dealership has no control over when the manufacturer produces and ships parts.

  We are not in control of this process.

  parts delays are not uncommon and happen daily.

  at this time there is nothing the dealership can do.

   

  Customer Answer

  Date: 02/17/2025

  I have reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 02/17/2025

  Despite multiple follow-ups and attempts to resolve the matter through the standard channels, there has been no satisfactory resolution. The issue in question is replacement of transmission. As this matter remains unresolved, it has significantly impacted on daily life.
  
  Given the urgency and importance of this issue, I kindly request your intervention to expedite its resolution. I am confident that your involvement will lead to a swift and effective solution.
  

  Business Response

  Date: 02/17/2025

  Dealership cannot dictate parts arrival dates.

  the transmission cooler was damaged in some type of accident and transmission replacement is necessary according to estimate and insurance requirements.

  every customer is important but all are of equal importance.

  Toyota is doing their best and delays are inevitable.

  the Customer is more than welcome to seek help from the Manufacturer. The dealership is not responsible for this issue.

   

  Customer Answer

  Date: 02/17/2025

  I am rejecting this response because:   In that case why the car has been marketed 

• Initial Complaint

  Date:02/13/2025

  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.

  A dealership failed to add oil to my vehicle during a service appointment, resulting in engine damage. The dealership is currently denying responsibility. I have filed a complaint with Toyota corporate, retained legal counsel, and contacted local news media. They need to replace or rebuild my engine.

  Business Response

  Date: 02/13/2025

  customer brought a car in for oil change and oil was changed.

  customer then came back 2 days later for additional service and no low oil was indicated.

  then customer drove the unit for 2 months and then complained about no oil in engine.

  this is not possible.

  bogus complaint.

  dealership isn't responsible for issues that a 16 year old car with ******* miles has.

   

• Initial Complaint

  Date:12/13/2024

  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.

  In early October I bought a used 2015 Toyota Tundra from this dealer. The Sales person sent me a video of the vehicle but omitted that the drivers side seat had damage and that the center console had a locked lock box and that the center console had some slight damage. During the transaction the dealership sent me loan documents but never informed me that they were coming and the documents sat on my front porch for several days before I discovered them. When we finally completed the loan documents it took over a week for the dealership to prepare to ship the truck to me. When the truck was finally delivered I discovered that the truck had damage to the front seat, center console and the center console had a locked lock box and no key or combination was provided. When I contacted the dealership about these issues they told me I could take the truck to a local Toyota dealer to get the lock box opened. When i did that the local Toyota dealer said they could not help me but that the selling dealership should be able to help me. When I contacted the sales person at the dealership they did not respond. I sent the general manager an email complaint and he replied that he would send me $300 to compensate me for the seat damage and lock box issue but after waiting three weeks and contacting him three times now he is not responding and not returning my emails. I have not received the $300. Also, the dealership has not followed through with my registration paperwork and I have yet to receive any registration information or DMV license plates. The dealership did not inform me that I would need to get the truck smogged or a VIN inspection completed until I queried them about my registration paperwork. I completed both of those items but after a month I still have not received any information about my registration or DMV plates. ****** said she would check on the registration but has not followed through. The general manager is not responding to my request for the $300.

  Business Response

  Date: 12/13/2024

  We will send the customer $300 and that is out of goodwill.

  10+ year old vehicles are used and not new vehicles.

  during routine inspection  the lockbox isnt checked.

  i am the general manager and the customer has never reached out to me.

  this dealership is not responsible for registration processes in other states, as this responsibility falls on the consumer.

   

  Customer Answer

  Date: 12/14/2024

  I will accept the $300 from the dealership to settle the case. I previously reached out to their employee named ***** ******** and he told me the General Manager of Toyota of Dallas is ***** ******* who I corresponded with but he did not follow through on his promise to send me $300. The vehicle is 9 years old not ************************************************************** new condition I did expect that the dealership would not try to hide any obvious damage during an online sales presentation. If the dealership is not responsible for the new registration at least they are responsible for sending me the documentation that I need to register the vehicle which they still have not done. Please ask them to send me that documentation immediately. Im sorry that it had to come to the point I had to file a complaint to get the dealership to do the right thing. 

  Customer Answer

  Date: 12/14/2024

  I will accept the $300 from the dealership to settle the case. I previously reached out to their employee named ***** ******** and he told me the General Manager of Toyota of Dallas is ***** ******* who I corresponded with but he did not follow through on his promise to send me $300. The vehicle is 9 years old not ************************************************************** new condition I did expect that the dealership would not try to hide any obvious damage during an online sales presentation. If the dealership is not responsible for the new registration at least they are responsible for sending me the documentation that I need to register the vehicle which they still have not done. Please ask them to send me that documentation immediately. Im sorry that it had to come to the point I had to file a complaint to get the dealership to do the right thing. 

  Customer Answer

  Date: 12/14/2024

  I have reviewed the business response and accept this resolution. Please know that I did contact their employee ***** ******** who told me the General Manager is ***** *******. It was *** ******* who promised to send me $300 but never followed through. I understand that the vehicle is 9 years old and not expect it to be in new condition but I did not expect that the dealership would hide damage to the vehicle during an online sales presentation. I also would appreciate the dealership sending me the documentation that I need to register the vehicle as they have yet to do that even though the sale of the vehicle was completed over 2 months ago. Im sorry that it had to take me filing a complaint with the BBB to get the dealership to do the right thing. 

• Initial Complaint

  Date:12/11/2024

  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 am filing this complaint against Toyota of Dallas for violating my explicit request to stop contacting me by phone.On [date of initial request], I informed the dealership that I was no longer interested in purchasing a vehicle and requested to have my phone number, ************, permanently removed from their call list. Despite this, I have received unsolicited calls from the dealership approximately twice a week.These actions are both intrusive and a potential violation of the Telephone Consumer Protection Act (TCPA), which requires businesses to honor consumer requests to be placed on a do-not-call list. My initial request was clear, yet it has not been respected.Desired Outcome:I am seeking the following resolutions:Immediate cessation of all calls to my phone number.Written confirmation from the dealership that my phone number has been permanently removed from their call list.A written explanation as to why my initial request to stop calls was ignored.This issue has caused me unnecessary frustration and inconvenience. I trust the BBB will assist in resolving this matter promptly and professionally.Thank you for your attention to this issue.

  Business Response

  Date: 12/12/2024

  dealership will delete this person from our records and will not contact him again.

  we will reach out to this person to rectify this situation.

  we take customer privacy very seriously and will handle this immediately.

   

   

  Customer Answer

  Date: 12/12/2024

  I am rejecting this response until the dealership reaches out to me.

  Business Response

  Date: 12/16/2024

  Good Afternoon

  We visited with Mr. ****** ******** **** on 12/16/2024 and addressed his concerns and resolved this complaint.

  Thank You,

   

  Customer Answer

  Date: 12/16/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:10/12/2024

  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 October 10, 2024, I interacted with a sales ***resentative, ***** ***, from Toyota of Dallas who agreed to sell a 2025 Toyota Camry LE with the convenience package, at our agreed out the door price of $32,500. The specifications that they emailed to me that day showed that it was a white exterior, black interior and included the convenience package. That same day, I agreed to buy this car and the sales *** said he would reserve the vehicle for me. It was due to arrive at the dealership in 2 to 5 days. On October 11, 2024, the sales *** texted me to ask that I come in to the dealership to sign the reservation confirmation. When I arrived at the dealership, I was passed to a different sales ***, Chay, and was told that the vehicle already arrived. They showed me a silver exterior, gray interior 2025 Toyota Camry. This one did not include the convenience package. This was not the car that I agreed to buy, but they argued with me about what the convenience package includes, saying the dealership's definition was not the manufacturer's definition. Essentially they tried to fool me and make me pay for a lower-value vehicle than what I had agreed to, at the earlier agreed price, by mis***resenting the present car's features to me as including the convenience package when it did not include the convenience package's features. When I told them that I wanted the car that they had ***resented I would be buying (white exterior, black interior with the convenience package), the Sales manager, **** *****, told me that it was gone. He told me my only options were to take the present car, or another red car on the lot, which was NOT the car that was earlier ***resented to me and agreed to in writing. **** said that somehow she, *****, ****** **** (the finance person who provided the spec sheet), AND **** misunderstood what I had meant by the convenience package and believed that the silver car they wanted to sell me was the same car that I had earlier agreed to.

  Business Response

  Date: 10/14/2024

  no one is ever "forced" or "coerced"  into buying anything at our dealership.

  we would more than happy to assist the customer further on another transaction but every purchase or non-purchase is done voluntarily at our dealership.

  
  

  Customer Answer

  Date: 10/14/2024

  I am rejecting this response because:   

  No admission of wrongdoing or even an attempt to take responsibility for your deceitful tactics. I did not say anything about being forced to buy your car but I do expect to be treated with enough respect and not deceit. If you think offering to give me a floor mat is compensation for the awful, deceitful experience I had with your dealership on October 11 then I can see how little you value your customers and their feedback on your business practices. Your management can email or text me with whatever you want to communicate with me about.

  Business Response

  Date: 10/14/2024

  At this time the dealership has fulfilled all written and agreed upon obligations. 
  the dealership has no further responsibility at this time 

  Customer Answer

  Date: 10/15/2024

  I am rejecting this response because:   

  You say you "fulfilled" your agreed upon responsibilities but you do not acknowledge the deception in the first place and that you DID NOT FULFILL your obligation to provide the original agreed upon car which was agreed in WRITING on October 10. You lured me into the dealership on October 11 under false pretenses saying I would be there to confirm "reserving" the car that I agreed to,  which should have arrived in 2 to 5 days, then tried to push me into taking home a car that was present that was NOT the one that was agreed upon. And proceeded to waste 5 hours of my time as you continued to manipulate and try to deceive me by attempting to persuade me that this car had the agreed upon features, which it did not, causing me intense emotional distress and physical nausea. Your response shows that you do NOT take responsibility for any of that.

• Initial Complaint

  Date:08/27/2024

  Type:Sales and Advertising 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.

  08/27/2024 A Disappointing Experience with Toyota of Dallas I recently purchased a $100,000 truck from Toyota of Dallas, and the entire experience has been nothing short of a nightmare. The truck arrived with multiple deep scratches that were poorly touched up with black paint, scuffed rims, and a missing center cap and lug nut covers. The vehicle was advertised online, and I trusted the dealership to relay all critical information, especially when making such a significant purchase.The red flags began early in the process. It took me ten days of calling daily just to get someone to process my online application. One of the salesmen even tried to convince me that the online price didn't include the wheels and the lift kit, and on top of that, he hung up on me 2-3 times during our conversations.Upon receiving the truck, I found the **** light on, the brake light on, and I only received one key instead of the expected two for a brand new 2024 vehicle. To make matters worse, the truck was shipped to me in ********* with both the DEF and diesel tanks completely empty.I've made numerous attempts to contact the dealership to resolve these issues, only to be promised callbacks that never came. I even sent an email to *************************, the Manager and Partner, copying several members of the management team, but received no response. The lack of accountability and professionalism displayed by the staff is clearly a reflection of the leadership at this dealership.This level of service is completely unacceptable, especially when dealing with a purchase of this magnitude. I trusted Toyota of Dallas with a significant investment, and they have utterly failed to deliver on even the most basic expectations. I strongly advise anyone considering doing business with this dealership to think twice.

  Business Response

  Date: 08/27/2024

  The customer was sent pictures and agreed to everything before the truck was delivered.  The price of the truck was heavily discounted and the truck was sold as is. The vehicle was a used vehicle and only came with one key, as well as a full tank was never implied or guaranteed.

  our representatives have tried to contact customer to ********.

  customer will be reached out to again.

   

• Initial Complaint

  Date:07/06/2024

  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.

  Website advertised $39.95 special and I scheduled appt for this. However I was charged $44.95 and dealer cant seem to figure out how to charge what they advertised. I have talked to service adviser twice and was assured someone would call me in 2 seconds as **** the service advisor stated. No call, they rarely (1 out of 14) answer their phones and the ignored my emails to service **** and GM *************************. They need to stop advertising specials and overcharging. You MUST figure out how to charge what your coupon offers. I want Toyota of Dallas to provide records of customers they are knowingly overcharging. This is not the ****************** way. I am certain ****************** will fire those that are involved I. This overcharging scam.

  Business Response

  Date: 07/09/2024

  All advertising is completely legal and within guide.

  this complaint is behind preposterous.

   

   

  Customer Answer

  Date: 07/09/2024

  I am rejecting this response because:   I suggest you stop running your mouth and use your brain.  Go look at your website, $39.95 oil change... that is what you need to charge.  

  Business Response

  Date: 07/09/2024

  At this time dealership has no further responsibility.

   

  Customer Answer

  Date: 07/09/2024

  I am rejecting this response because:   They advertised $39.95 oil change I am going to hold them to it.  If you are not smart enough to understand that, you will need to be replaced.  I would suggest you fix your error and apologize while you still have the opportunity.

• Initial Complaint

  Date:06/30/2024

  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.

  Hi - I am filing this complaint due to a lack of response/payment from a car dealership that I sold my car to but did not receive money for. May 18th had appt to sell my car to your dealership. I was recently transferred out of the country for my job so I had to fly back in for this appt. Everything went fine, ************************* told me that they would give me $1,500 for my car and they already had a buyer. The experience itself was a little odd, they left me and my aunt alone for an hour and when we went to find them, they realized they forgot about us and said we were all set and the check would be mailed Monday because it was a Saturday and that department wasnt there to cut the check May 20th 2 days later, after I left the country again, I got a call form ****** letting me know he actually couldnt buy my car. He couldnt tell me why though so I asked for someone else to call me with details. A woman called me later that day and gave me the same useless information. I asked to speak with someone who knew what was going on and she hung up on me.May 23rd I put in a ticket with Toyota corporate and they said that someone from the local dealership would reach out in 48 hours, no one ever did May 27th I called the local dealership again and got passed around to a handful of people before finally getting a voicemail which I left a message on with no return June 2nd submitted another ticket with Toyota corporate, same response June 20th - called Toyota again, received runaround but the email of the location management. Sent email to them detailing situation.June 29 - emailed Toyota again, still no response

  Business Response

  Date: 07/02/2024

  dealership decided not to buy the car from the customer.

  there is no written agreement and no check issued and the dealership never took the vehicle.

  customer is free to sell their vehicle to whoever they want, it just won't be this dealership.

  at this time the dealership is done with this customer.

   

  Customer Answer

  Date: 07/21/2024

  It has now been 20 days and no resolution, what are the next steps? Should I file a police report?

  Business Response

  Date: 07/24/2024

  the dealership has no further responsibility  at this time.

  we are offering no resolution.

   

   

• Initial Complaint

  Date:05/28/2024

  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 had submitted my information inquiring about a specific vehicle, stating I am from out of state and looking for a 2021 F150 Platinum 6.5ft bed which they had one that almost met my needs 6+ months ago. They have continued to call me even though I have repeatedly explained to them that I no longer wish to be contacted by them and that if a vehicle that fits my needs comes across their inventory, I will reach out. The continue to call me.

  Business Response

  Date: 05/31/2024

  We will take this person out of our system so he isnt followed up with again 

  Customer Answer

  Date: 06/06/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/07/2024

  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 Monday 29 I dropped my car @Toyota of Dallas to get my windshield replaced. During that day I had to pay Uber to attend multiple meetings. When I went to pick up my car the windshield was not repleced. 5/1 I took my car back to get my windshield replaced. I uber myself that day to multiple meetings, and when I returned to the dealership, after I payed $851, I noticed that some parts were broken, the windshield was poorly repaired with the black protective rubber around the windshield was cracker, had gaps between the rubber and the windshield and the thickness was too thin to match. I requested *******, the manager for a loaner for me to drop the car again,he declined. I explained to him that they would need to provide me with a car so I don't have to uber myself again while they complete the repair. I called Toyota Corp customer advocate, and they created a case. They promised me Toyota of Dallas customer representative was going to call me within 24 hrs. The next day I called again, but Toyota advocate said that they will request them to respond again and that I have to give them an additional 24 hrs. I requested to speak with the advocate manager, and they declines my request. The next day I called Toyota advocate again, and the manager finally took my call, while on the line she contacted me with the customer service Rep and she stated the manager was on a training outside. Saturday morning the third party called me and they stated that I would have to pay for the broken pieces because is was wear and tear. I sent him the pics and he never replied. On Monday no one called and again and I called Toyota Corp again who called Toyota of Dallas customer representative and she had the manager calling me around 11 am. *******, the service manager talked with me and stated that they were not willing to provide me with a loaner car or compensate me for my Uber expense .I want them to reimburse the whole amount so I can get fixed by a company of my choice.

  Business Response

  Date: 05/11/2024

  This complaint is false.

  dealership has fulfilled obligations and cannot be responsible for water and tear.

   

  Business Response

  Date: 05/25/2024

  Dealership has no further responsibility at this time