Complaints

• Initial Complaint

  12/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  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

  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 response

  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 response

  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 response

  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

  12/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  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

  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 response

  12/12/2024

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

  Business response

  12/16/2024

  Good Afternoon

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

  Thank You,

   

  Customer response

  12/16/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  08/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  07/09/2024

  All advertising is completely legal and within guide.

  this complaint is behind preposterous.

   

   

  Customer response

  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

  07/09/2024

  At this time dealership has no further responsibility.

   

  Customer response

  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

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  07/24/2024

  the dealership has no further responsibility  at this time.

  we are offering no resolution.

   

   

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  05/31/2024

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

  Customer response

  06/06/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  05/11/2024

  This complaint is false.

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

   

  Business response

  05/25/2024

  Dealership has no further responsibility at this time 

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the dealership to trade in my corvette and came out the dealership in a Silverado. 2 weeks later I received a late payment on the corvette salesman said ignore it and take it off autopay. I received another late payment and the salesman stopped responding. I then received a 60 point credit decrease. I then went up to the dealership and they told me Im suppose to have 2 vehicles because I never traded in my vehicle. But they kept my corvette for 2 months. A week late they tried to make me sign a confidentiality agreement. Please call for more detail.

  Customer response

  05/08/2024

  March 12th, 2024 I went to the Toyota Dealership of Dallas located on 2016 *********** to trade in my vehicle. I met with a salesman named *****, I told ***** that I want to trade in my 2020 **************, he asked for my keys and went and did an evaluation on my vehicle. He came back in and let me know they were going to take the vehicle from me. I said So I wont have to make any payments and it wont affect my credit score he said No it will not so I said I wont have to make a payment on this upcoming payment date he said no, lets get you into a new vehicle. The car salesman ends up getting me into a 2021 ***** Silverado the same day. It was around 11:00 at night. The finance manager was speaking with me while signing the paperwork, which was very distracting which caused me to not read the paperwork diligently as I should have. When leaving the finance office I never walked out with any paperwork, he told me he would mail it to my address. Before ieaving the dealership he asked for the keys to my corvette so the dealership can take it and then I drove off in the truck. 
  
  
  
  April 2nd, 2024. I received a late payment with ********* which is what the ***** Corvette was financed with, I text ***** a screenshot Whats up with **** taking money out of my account for the corvette.  I no longer have the corvette. I called and they said its not paid off and its going to affect my credit and ***** said You were supposed to take it off auto pay. You can call them and take it off auto pay and let me get in contact with my inventory manager and see if they turned it in to them already . I said Okay.
  
  
  
  I didnt hear back from him and I started making calls to the dealership and everyone would put me on hold or hang up on me. I started contacting ***** about issues with the truck and updates and he never got back to me. This went on for weeks. I followed up with him and said What did they say and never responded back. I started to make outbound called to the dealership in concerns of payment and in hope of getting the remote to my truck and tire fixed. 
  
  
  
  April 29,2024: I was sitting in my bed and I got a notification from Credit karma that there was 60 point decrease on my credit. I immediately went to the dealership and I met with a finance manager and he let me know That I was suppose to be paying for for 2 vehicles I said How did I come in here looking to trade in one vehicle and I left with 2 vehicles. That didnt make sense. So he calls ***** into the room and ***** said ********* is taking the car tomorrow. I said why is it affecting my credit he said Dont believe credit karma its inaccurate. So ***** walks me to a room and ****** comes in there and lets me know that there was miscommunication on the day of the purchase of the truck and there was nothing they could do about it. They also let me know the 2020Corvette I was being repossessed. I said why wasnt that communicated she said Yourre 26 you shouldve known not to listen to a 25 year old car salesman. ****** then tried to connect me with a friend of hers thats a credit repair specialist instead of them trying to come up with a better solution which would be to contact my bank on my behalf. I said was was going to get a lawyer and get this escalated. She said its going to be your word versus his. I then left the dealership.
  
  
  
  April 29, 2024: I get home and call my bank and Ally let me know my car isnt being repossessed its just 2 months late on payments. The lady from ally bank let me know to go up to the dealership and get my car back so I drove up there. During this time I havent seen the corvette in 2 months because I thought I traded it in. I drive to the dealership and the first thing they said was ********* was coming to pick it up tomorrow. I said no give me the car and then I drove  it home.
  
  
  
  The same day I went back up there with the 2021 truck to try to give it back full price and they let me know there was nothing they could I would have to pay on 2 cars. Also, they tried to buy my truck back for $35,000. I called another dealership and they let me know that if I was voluntarily repossessing my car there was a document for me to sign and I never signed that. My girlfriend came up there and a guy names **** said my girlfriend couldnt be in the room while they talked to me for legal reasons . Some other detail was that every time I spoke with someone, they stepped out the room to make a call. This went throughout the day. My girlfriend asked different sales associates on the policy of her being in the room and no one brought back that policy  and we were there for multiple hours. when the manager stepped out of the room-my girlfriend came back in and sat down. he continued the conversation with no problem. We each asked multiple questions to get to the bottom of why ***** was under the impression the car was getting repossessed, why the car wasn't documented on the lot, and what we can do to fix this situation. he said the 35 thousand was the best he can do because the title had already been transferred. when we got up to leave he told my girlfriend the reason he asked her to leave was because he didn't trust her.
  
  
  
  May 6: Toyota of Dallas Sales Manager(******) contacted me letting me know they wanted to pay off the balance for the Truck in exchange for the keys to the truck. While on the phone she brought my girlfriend said something that wasnt true. We scheduled an appointment for me to come up there at 4:00pm to meet with the manager ****** and ****. We waited for 25 min if someone was going to speak with us. I had to go up to remind them we were in the room waiting on our scheduled appointment. I went up there and tried to negotiate them to pay all of debt that transpired between March 12th til the present day. As a result of there lack of communication regarding the corvette trade in and purchase of Silverado. ****** was unwilling to compromise and said the payoff balance for the truck is the only thing they could do. ****** made a comment to ******(Girlfriend) Well when last time I was *****, it got around that I said something I shouldnt have said then ****** said Are you referring to the he said she said comment. ****** said  Yes and ****** said Whenevr you use that language you shouldnt be surprised when word gets around. Then shes left the room to get ******. Then ****** asked why were we  not willing to trade in the the truck full priced. We wanted everything in writing and 72hrs to think about everything before we accepted the offer. ****** said that if we dont make the deal today he is not sure he will be able to get the money tomorrow. He said it took a lot of strings for him to pull for him to get the deal done. We expressed concerns about the remaining debt balances from missing 2 months payment on the corvette in addition to the $2000 down payment I made on the truck. He came back with an offer to pay off truck balance as well as a $2000 down payment I put on the truck. Before asking me to sign the confidentiality agreement. There was 2 pieces of paper that was not filled out with the required information(Car information, Dealership information). He said This is a short document that I typed up feel free to read over it. The document he handed us was a confidentiality agreement. I was unwilling to sign the confidentiality agreement we left due to our other concerns. I didnt want to sign the confidentiality agreement because the wrong wasnt righted to the full extension. Which would be to take the corvette & pay it off like they said they would originally, in addition to contacting  credit bureau & both banks to ensure my credit is unaffected, and lastly to pay the 2 corvette payments from when the car was sitting on the lot. 

  Business response

  05/09/2024

  Hello,

  This complaint has been resolved as of 5/8/2024.

  Thank You,

   

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DO NOT under any circumstances deal with this company. They have shady and unlawful business practices with zero accountably . **** was my salesperson. **** told me the warranty I was buying and the specifics of the warranty when I was buying the car . So I brought the car and promised warranty that in words "covers everything expect the battery for three years or ****** more miles" for 3,000$. Turns out the warranty I was actually sold doesn't cover what I promised, it doesn't cover anything. Even when was signing the paperwork she assured me that the warranty covered everything and I would be good. 6 months later the 2020 car with ****** miles has engine issues and wont turn on . I found out I was not sold the warranty I was promised . I have no idea why they would do this me. Now I don't have a running car, car payments and a bogus warranty. I just put down 4,000$ 6 months ago when I brought the car . I would have paid whatever price to get the proper coverage. They could have sold me what they promised. I would never buy a car without engine coverage. I have no idea why I was lied to and tricked. Just pure greed and deceitful practices . I was specifically told I would be sold something I was not . I have all of ****'s promises in writing through texts when I was in sales buying process.They refuse to do anything to help me or take any accountability. This a cruel and despicable way to customers. They have no human decency. Im a school teacher who works hard to save every *****. No one deserves to be treated this way . I will be taking them to court and suing . As well as reaching out to the local news stations and filing complaints. If anyone is thinking about buying from them please don't

  Business response

  04/12/2024

  each and every customer signs and is provided the documents they sign during the purchase process.

  unfortunately used cars do sometimes have mechanical issues and that is why we urge each and every customer to purchase an extended warranty on each and every vehicle they purchase so they can protect their investment.

  we would be more than willing to look at this vehicle and provide a discounted estimate to repair

  Customer response

  04/15/2024

  I am rejecting this response because:   I'm not even sure you read the complaint, which is troubling to say the least.  I did buy the extended warranty. Your dealership did a bait and switch when my car was delivered and I did not have the warranty that was promised to me verbally when I signed the paperwork and I also have evidence in text messages . I tried to get you all to do the right thing and fix the car and make it right , but you refused. 

*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. ↩