ComplaintsforToyota of Denton

• Initial Complaint

  08/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to you to make you aware of an awful customer experience I had at ********************** today. My scheduled appointment was to get the recommended services at the 50k **** for my Tacoma. These services include tire rotation. After I paid the invoice and the vehicle was returned to me, I noticed that I was billed for the tire rotation, but the service was not performed. I returned to the service advisor to point this out. The service advisor was able to confirm that the service wasn't provided. Billing for services not provided is a form of fraud.

  Business response

  08/27/2024

  The customer is correct that a service was charged but not performed.  What the customer has not explained is that the advisor approached him to let him know that his tires were worn down and needed to be replaced.  The customer declined to replace the tires.  In the meantime, we did not rotate the tires, but a mistake was made and left the charge on the invoice in error.  The customer approached the advisor and asked if the tires were rotated, and the response was no.  It was a mistake.  Not fraud.  The customer was refunded immediately and has been provided a coupon for a future service.  The customer has serviced with ********************** for five years and never had an issue.

   

  Customer response

  08/27/2024

  I am rejecting this response because:   There are no procedures in place at this business to prevent fraudulent billing for unrendered services. I was only handed the keys to my vehicle after the invoice was paid, not before. I left the premises and noticed that my vehicle's tires were not rotated but I was charged for the service. At no point before paying the invoice I was told that the service was not provided, and I had to come back to get an explanation and demand a refund.

  I had been a recurring customer at this location and never had an issue, that is correct. However, when trust is broken, there is nothing to remedy that.

   

  Best regards,

   

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

• Initial Complaint

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On March 4, 2024, I dropped my car (2008 Toyota Corolla) to Toyota of Denton to repair "check engine light on" problem. Toyota of Denton changed "Intake Gasket" and "Throttle Gasket" and told me that the car was repaired. The cost of this repair is $992.63 However, when I drove car back home (less than 10 miles), the "check engine light" was on again. I drove my car back to Toyota of Denton again, this time Toyota of Denton told me that they needed to change oil pump and will cost another ~$1500. I refused to do so.Given the fact that Toyota of Denton never really fixed my car, I request they refund me all of my repair cost $992.63.Transaction info: Invoice No: TOCS286645

• Initial Complaint

  01/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction 12-03-2021 I purchased the car for 18,073.34 and the same day that I got the car the car messed up on me. 2014 Cherokee Limited at time of purchase miles was 83,237. purchased from Toyota of Denton check engine light came on they said it was water in the transmission then they replaced it and a couple weeks later i got the car back and it was doing the same thing I have had the car in the shop with them several times they keep telling me something different and I keep taking it back just to get in the car and the same thing happens. Agreement# LLXXXXXX Sales Person Mark Andre Gonzales Deal#XXXXX

  Business response

  04/06/2022

  Business Response /* (1000, 7, 2022/02/15) */ We understand the frustration, we have taken this vehicle to the Jeep dealership and they are working on a remedy. The customer will not be out any money for the repairs. Consumer Response /* (3000, 9, 2022/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) At this point in the matter I would like to have another car equal to the amount of money that the jeep was worth I don't trust that the jeep will be fixed to the equivalent that it should have been due to the fact that they have had to put a new transmission in there and it still doesn't run correctly at this point as of today I'm without a vehicle so I need a vehicle and I don't want the keys back I need them to replace the Jeep. I feel like they should get Smythe vehicle from another Toyota dealership instead of me having to wait on them to find one I'm having to pay extra money to get back and forth to work because I have no vehicle. I don't think they are making a full effort in making this matter right they are trying to put me in a higher priced vehicle and I can't afford that. The jeep is a 2014 so I need to be put in a vehicle if that caliber. I just want them to treat me equally and resolve this matter.

• Initial Complaint

  12/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  "Undiscovered issue" via Black box getting malfunction codes showing but only alerting 2 to truck dashboard & none to dealership computer (Inspector has same year/model tacoma & his black box also showed codes not listed/alerted in vehicle alert system) , ("malfunction in data computer not sending malfunction data to dealership"-(Tim service Mgr of Toyota Denton)) or vehicle alert system relay via dashboard, hot air coming from steering wheel when driving on the highway for over 1hr, Air comes through window controls, Pre-collision system malfunction(Truck took complete control which gave me no access to breaks or gas, when system kicked off truck jerked really hard & started accelerating on its own causing very high RPMs then just stopped accelerating, trac control/hill assist malfunction. Transmission would occasionally seem to have an improper shift & jerk. I have drove this truck 8.5k+ miles daily & they drove it less than 100miles for less than a full day & told me none of my problems were showing other than the fact the inspector found codes in the black box of my truck & his own trucks black box that werent being listed, told me they can repair it & get it back to me (Toyota of Lewisville). I told them I do not feel safe driving something continously malfunctioning after taking it to the (Toyota of Denton) TWICE & them telling me they couldn't find anything wrong; Therefore I do not feel comfortable having them attempt a 3rd time to fix problems let alone a "undiscovered problem" Collin & Joel A. Words were "Undiscovered problem"(Service mgr of Lewisville/Toyota Inspector) "that has just been discovered via my complaint & inspectors inspection." Collin of Toyota of Lewisville said (Joel A. The inspector)- said this was an undiscovered issue & my vehicle is the 1st one to have this issue brought in about it, yet Joel(inspector) black box was doing the same thing aswell.... I am looking for full reimbursment, I have pictures & videos of issues; & what ive paid.

  Business response

  02/25/2022

  Business Response /* (1000, 5, 2021/12/29) */ The vehicle has never been diagnosed at Toyota of Denton by a technician. The customer spoke with Toyota of Denton's service manager, Tim D********. However, after scheduling an appointment with Tim, the customer cancelled his appointment for the inspector to review the vehicle. Any compensation for reimbursement would come from Toyota Motors North America. Consumer Response /* (3000, 7, 2022/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) You state there is nothing you can do for me as part of a corporate division; & that I must reach out to another department in the same corporation. So I will be contacting them. This 1 reason among other reasons is reason why I chose not have my vehicle "Serviced" at the Denton location. If there is nothing you can help me with then I would still like to follow up with the TOYOTA OF DENTON complaint on customer service, safety on poor inspection, & care. The reason I cancelled the inspection at that location is because I had taken my truck malfunctioning before 5k miles in for the 5k service. I HAVE ITEMIZED PROOF. I mentioned to Sam G***** about the Pre-Collison system malfunctioning, he said "they are electric & computers so they can be seem weird but i'll let them know." My itemized paper showing what was looked at showed everything checked (even that floor mats were there) yet failed to check codes thrown, vehicle alert history, & the actual imporant issues. Months later with the vehicle having random issues every month I brought it back to the dealership & spoke with Tim "Service Manager" in person. Showed him the issues & he states that there is no light indicating a malfuntion so any test he did would show nothing. After stating my concern for safety of myself & those around me in a malfunctioning vehicle, no Field inspection or inspection was done at the Denton dealership or offered to be scheduled. After talking to a 3 people they set up the appointment to be looked at, at the Denton location.... Which at that point I cancelled the appointment! Why would I take my vehicle to a Dealership where the manager takes no responsibility on making sure things are properly checked, inspected, & when voiced in person by the customer still doesn't take MANAGER responsibilty & get something done properly like set up a Field inspection. At this point I called different departments getting the loop around until finally getting the option to have it looked at by a field inspector & I had the dealership location changed. After looking over the data collected by the black box I will be contacting Toyota Motors North America to further address this. When I called the Denton dealership to acquire copies of documents it somehow ended up with Tim the Service manager again. Being upset that he was named in review he was rude & the conversation came to him constantly raising his voice (yelling) to try & get his point across. I did inform him I would be documenting it further at which point he yelled "DONT YOU THREATEN ME."I could go on about him & the guy he shares a window with but I am 27 years old he is at least 60 years old. He needs to grow up & take responisbility for his job title & make sure he is actually managing his team so that they are doing all the proper services so vehicles aren't leaving the dealership still malfuctioning or with issues. Customer Service, Care,& Safety are lacking at this specific dealership. I will be contacting TMNA since the Denton Dealership offers no help, even when their vehicles are malfunctioning.

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