ComplaintsforToyota of Dallas

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 3, 2023 we saw an advertisement of a vehicle we wanted on Autotrader posted by Toyota of Dallas. The dealership provided us with video showing the vehicle and said in the video that it only had minor wear & tear (We have a copy). We went through with the purchase since it was what we wanted and the dealership was able to deliver the vehicle to our address in *********, **. We took delivery of the vehicle on Oct. 6, 2023. They delivered the vehicle late in the evening around 8PM and parked it on a darker area. We weren't able to go around the vehicle but since they told us there was no issues, so we trusted them. After delivery I was surprised when I saw damage to the right side of the vehicle and found other concerns. We raised this problem to the dealership, and they accepted to repair the damage. We had to travel back to Dallas and deliver the vehicle back to them on Oct. 14, 2023, and raised other concerns like the glass latch not working, lack of detailing or cleaning upon delivery, and getting used tires instead of new ones as mentioned in the advertisement. I raised the concerns to the manager named ****** but she did not want to resolve the tire issue. They were able to repair the body damage and we accepted delivery back on Oct. 26, 2023. We were happy with the repairs but then noticed that the front right bumper of the car had a new issue or damage, and I was able to raise this to the delivery person which is a dealer salesman who we dealt with since the very start. At this point we didn't want to deal with this and was very disappointed since we had to drive half-way to Dallas to take delivery the second time. The dealership has mis-advertised and has pending issues with the tire and front bumper damage that we want to be compensated on, we had reached out to the manager, but she did not offer any resolution.

  Business response

  11/09/2023

  All obligations that were the responsibility of the dealership have now been taken care of.

  this is a used vehicle and all used vehicles have wear and tear.

   

  Customer response

  11/09/2023

  I am rejecting this response because:   The additional damage was after the dealership took the vehicle from us the second time. They have falsely advertised vehicle condition saying the vehicle had new tires when in fact they are not new. 1 of the tires is actually different from the rest which has a different model name and wear compared to the three tires. They have purposely misled a consumer to buy a vehicle by saying tires are new and condition when in-fact they are used.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to look at a car listed by Toyota of Dallas (***) after test driving the car we sat down to negotiate price. After negotiating awhile it was clear we wouldnt get to the number we wanted. We informed the salesman that we werent interested anymore and that we would like the keys to my vehicle back, they had taken them to appraise my trade in. The salesman continued to try to negotiate withholding our keys and preventing us from leaving. They finally gave us our keys and we left. I went to another dealership and found the vehicle I wanted. Ive since recieved several calls from *** and have made it extremely clear that I do not want or plan do ever do business with them and to remove me from their call list. They continue to call me about once every 3 or so days.

  Business response

  09/04/2023

  This person has been completely removed from our system.

   

  Customer response

  09/04/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a car from this dealership and went through ******** (Sales Rep). We were promised leather seats and were charged for them through our financing package. *Currently paying for these. It is going on to 7 months and we still haven't received our seats. At this point I'm paying for a service/item that I haven't received. I started to inquire about this months ago through the servicing department and they mentioned that the sales department would have to authorize the exchange of current seats to leather (No specific plan or steps were provided as to how to get this done) After many calls to our sales rep and no returned phone calls, I decided to visit the location in person. The manager was pleasant but didn't offer a solution, they had a sales rally that they had to attend to, so this became a matter to put on hold (this is after two months of no resolution). During my visit, our salesperson approached me in shock and mentioned how "odd and weird" it was that they (servicing) didn't get back to me. At this point all I see is one department blaming the other. No one taking accountability for the company to offer a solution to the customer.As a customer we all understand that this type of transaction involves a salesperson that will be making commission which is the end goal. All we ask in return is for great customer service. We came here because of word of mouth and people that have purchased 4 cars prior to us with this person in this location. I know everyone has made their money and commission has been collected, but to blatantly not care about the customer is disrespectful to your craft and the industry as a whole.I've been in business for myself for a decade and appreciate the hustle, but this definitely showed your lack of care and loopholes in your sales cycle delivery process.I would appreciate a solution, the leather seats that I'm paying for, not an apology.

  Business response

  07/31/2023

  This situation has been rectified and everything promised has been delivered.

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle last Friday, June 30th and was told that the cars were inspected and any issues were corrected. When I got home the same day I noticed that the side moldings for the car were missing. I immediately reached out to my sales person who indicated that it should have been caught and she would reach out to the service manager to see if they could get the issue resolved. Now I cannot get anyone to contact me. I have been trying my sales person, the general manager and the owner and all are ignoring the issue. The sad thing is you can see the parts in the photo of the vehicle. Someone probably just forgot to install them and they are most likely laying around somewhere but apparently it's not their problem anymore!

  Business response

  07/17/2023

  this issue has been handled and can be verified by the complaintant.

   

   

  Customer response

  07/17/2023

  I am rejecting this response because:  I am still waiting on BRAVO to call me back to resolve the issue.  

  Business response

  08/15/2023

  this situation has been taken care of.

   

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/9/23 we placed an order at Toyota of Dallas for a car. The car was in inventory and was supposed to be delivered within 10 days so we signed the contract and put down a 1K deposit. The salesperson was *************************** and ***********************. The car did not arrive as promised during the signing of the contract. It got pushed back to 6/8 for delivery so we waited another month.On 6/5, we followed up on the status and were told by *************************** that the car would not be ready and is unavailable. No ETA was provided and we were told to either choose another trim or car, stay in the waiting queue, or return the deposit. On 6/12-6/14 we tried to collect our deposit from ***** and ***. No correspondence was returned via phone or text. No action and nothing has been done to return our deposit as stated that we could. The delivery date slipped twice and there is still no ETA, so we would like our deposit back.

  Business response

  06/21/2023

  We will review whether we have this deposit on hand and will return once our research is done. 

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This dealership is the absolute worst. The new car ******************* will s**** you over like its nothing to make more money for themselves. I had reserved (with money down) and signed a deal for a new car. Was told initially car would arrive in a week. The salesman kept being very vague with communication & was slow to provide VIN of vehicle reserved. AFTER 6 WEEKS, the car finally arrived. TWICE, the dealership sold MY car to another buyer for a higher price to make more money for themselves. Salesman called the day when the car arrived and stated the car had already been sold to another ********** would need to agree to a new (more expensive) deal so his "manger" would not sell the next car to someone else. No apology or explanation from the salesman or manager. Could not encourage you to do business elsewhere more. No morals or professionalism at all at this dealership. DO NOT DO BUSINESS or waste your time with this dealership.

  Business response

  06/08/2023

  We are certainly sorry for the unique market we find ourselves in.

  with such a lack of inventory we have more customers than cars.

  we are all in the same boat.

   

   

  Customer response

  06/16/2023

  I am rejecting this response because:   This has to be the most pathetic response. This does answer any of the complaint or provide reason why you treated my like a piece of c*** Will never ever earn my business again. What a disgrace of a dealership you are.

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2017 ***************** S on May 13th. The purchase agreement included rear dent repair, a headlight bezel installed, and hail damage repaired. The dealer would deliver the car to ***********, ** once the Mini ****** was repaired. Before the salesman, delivered the car, I requested to see pictures of the repair of the vehicle. I informed the salesman the vehicle had hail damage and needed to be fixed before delivery. He said I could take the vehicle to a local repair shop to get fixed and they would cover the repairs. I asked for that in writing then proceeded to say he woud talk to his manager and have his manager call me. The manager spoke to my dad and stated they would give the salesman a $750 truck to repair the hail damage on the roof and stated all hail damage elsewhere was fixed. The vehicle was received at **** PM on May 17th. The hail damage was not repaired on the hood or sides. The salesman did not deliver the $750 check for the roof hail damage. I will upload the sales agreement that stated the hail damage would be repaired.

  Customer response

  05/24/2023

  We owe from Toyota regarding purchases. No hail damage was repaired. 

  Customer response

  09/07/2023

  The dealership will not respond or address the concerns in the contractual agreement. 

  Business response

  09/23/2023

  The check has been mailed.

  all dealership commitments have been met 

  Customer response

  09/23/2023

  I am rejecting this response because:   I can provide pictures of the hail damage that was not repaired. 

  Business response

  09/23/2023

  Check was sent.

  obligations have been met.

  Customer response

  09/23/2023

  I am rejecting this response because:   I have not received the check. Where was it sent? Do you have proof of a tracking number? 

  Customer response

  11/14/2023

  I never received a check. I requested a tracking number for the truck and nothing was provided. 

  Customer response

  11/14/2023

  I have not received a check. Typo on previous message where I said truck. 

  Business response

  12/04/2023

  we would be morethan happy to repair the hail damage.

  customer just needs to bring the vehicle to us to perform repairs.

   

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Panoramic Sunroof Issue on almost all toyota camrys and when taken to the dealership were bring quoted 9k and above to be fixed but how can so many people be having the same problem with the same vehicle

  Business response

  05/16/2023

  The customers analysis is correct.

  documentation of their statement isnt in place.

  we would be more than happy to repair the vehicle, or the customer can reach out directly to the manufacturer.

   

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got my oil changed there in December. Recently I went to ***** my oil filter and it extremely tight and would not come off, not even with the proper tool for my model car. I took it to a mechanic for a second opinion and he said they should fix it because it may break with how tight it is. I called them and they said they get the complaint alot and it's the heat not their fault. They said it was cost me 80 dollars to loosen the cap, which they over tightened.

  Business response

  04/17/2023

  we follow proper protocol and cannot verify whether any of this information is correct.

  if the vehicle would have been brought to Toyota of Dallas when the alleged issue occurred, the dealership could have investigated and helped.

  at this time the dealership isnt responsible.

   

   

• Initial Complaint

  03/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/23/23 I bought a used car which at the time of sale was determined to have an electrical issue. The dealer agreed to fix this and the car was left with the dealer two weeks after purchase to be fixed. After six weeks and many many attempts to get a status, I was finally told that the issue wasn't fixable and that I had to come in for a resolution. As in urgently. I have three kids 4 and under and told them it was not convenient but they implied it was necessary to come in even if the kids had to come. When we arrived, I waited an hour for the appointment that I was supposed to have, with three kids, and then they started the sales pitch to 'give' a 'bettet' deal. I was told unless I wanted to drive out with the original car, I needed to trade it in. I'm which case, I would owe more money. Ultimately the sold a car with serious issues that couldn't be fixed and held me and my kids hostage since i didn't have a car to leave in. I've been here almost four hours and felt like I had to buy a higher priced car to get out.

  Business response

  03/27/2023

  customer bought a car.

  car had a minor electrical issue.

  parts are on back order for several months as has become the case on hundreds of thousands of parts across the automotive spectrum- worldwide supply issues are a real thing.

  we put this customer in a vehicle at our expense for the entire time he/she was without her purchased automobile.

  unfortunately the customer chose not to wait and chose to purchase another more expensive vehicle.

  we are also upset at the worldwide parts supply issues that we deal with each and every day, but unfortunately we don't have control over these issues.

  Business response

  04/04/2023

  Our dealership stands by earlier response.

  there is no further communication needed from the dealership as it has already detailed what happened. 
  

  Customer response

  04/09/2023

  I am rejecting this response because:   they are lying and are not making any attempt to correct the issue. 

*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. ↩