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:01/23/2025

  Type:Delivery 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.

  We purchased a 2024 Toyota **************** May 2024 and are very disappointed with the poor customer service that we were provided. Despite calling multiple times, we have not received a resolution and sales person or anybody else for that matter have never called us for an update. We were not provided a spare key and were told we would be contacted when the key was available. No one every contacted us, and only after we reached out, were were told that they would place the order for the key. Why didn't anybody call us for this? In addition to the key, we were not provided a front plate holder. 8 months later and they still don't have plate holders for *****************. Really, you can't order one, fabricate it or simply purchase one for us?

  

  Business Response

  Date: 01/27/2025

  Good morning,

  Thank you for giving us the opportunity.

  I spoke with Mr. ********** this morning, January *******, he is coming in to get his key programmed and also to install his frame.

  Thank you, have a wonderful day!

• Initial Complaint

  Date:10/18/2024

  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 am writing to complain about the poor service that I have received from ********* Maintenance. Especially the service that I have received from *******. I brought the LX600 for the 10K maintenance before 7:45 AM on October 7, 2024, we were the third vehicle. We were provided with a vehicle and were told our vehicle should be ready by 11:00 AM or 12:00 PM. It was passed 12;00 PM and no phone call. My husband called and ******* seemed bothered by the phone call and was told that they have fallen behind and will call us when the vehicle is ready. Not even two minutes after the phone call I get a notification from the ***** app the door was opened. My vehicle sat there for hours and nothing was done. We left back to ***** and decided we would wait for our vehicle. When we arrived, 35 minutes after the phone call and long and behold the LX600 is ready! What a coincidence. We could have stayed and waited for our vehicle to be serviced if it only took less than 40 minutes for the 10K maintenance service. We were told that ******* was at a meeting and could not talk to us. In addition, the construction workers released water mixed with cement in the parking lot as we were getting ready to leave, they could have waited until we left. We had to drive out in reverse to avoid the gush of water mixed with cement. Furthermore, when I drove the vehicle in the garage, I let it run and the vehicle does not sound smooth anymore.While the attitude and behavior of one staff member may not reflect on behalf of *****, I pray she attends customer service training. Thank you in advance regarding this matter and I hope that there will be improvements regarding your service soon.I am still waiting for their phone call and I have every reason to believe that nothing was done to my vehicle.

  

  Business Response

  Date: 10/21/2024

  Thank you for giving us the opportunity to review and reply to our customers concern.

  Attached you will find the *** It will describe the work that was done on her vehicle.

  They performed the 10,000-mile service.

  They were given a loaner so they would not have to sit and wait.

  We do apologize for the inconvenience.  We are under construction to better serve our customers. 

  ******* did offer a full detail, not only will her vehicle be detailed but we will also pick up her car and take it back.

   

  Customer Answer

  Date: 10/29/2024

   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.

• Initial Complaint

  Date:08/26/2024

  Type:Product 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.

  THE FRONT DRIVERS SEAT HAS A PLASTIC BOTTOM COVER THAT FOR THE THIRD TIME HAS CRACKED. THIS IS A SAFETY ISSUE. THE COMPANY REPEATEDLY GIVES ME THE RUNAROUND.

  

  Business Response

  Date: 08/27/2024

  Good morning,

  ****************** brought his vehicle in last night.

  We are getting ready to install the cover.  

  Thank you and have a wonderful day.

  Customer Answer

  Date: 08/27/2024

   I am rejecting this response because:
  
  This is the THIRD seat I have had installed in my truck since I purchased it. I am sure I am not the only complainant about this. The Company should distribute a quick fix for this, so that the customer will not be inconvenienced unnecessarily. We are making payments and should rightly expect a quality fix to the seat situation. 

  Customer Answer

  Date: 08/28/2024

  The seat has been installed. However, when you sit down in the seat it "automatically pushes the seat forward. I am 6'1 and this causes my knees to practically contact the wheel column. I don't touch the controls because I am NOT interested in getting blamed for this malfunction. FYI.    

  

  Business Response

  Date: 08/29/2024

  He will be coming to see what the issue is.

  We need to see what the problem is.

  Thank you.

  Customer Answer

  Date: 09/02/2024

   I am rejecting this response because:
  
  This is no compensation for my time, loyalty and patience. I want to be compensated for all of it.

  

  Business Response

  Date: 09/05/2024

  Mr. ******* seat was fixed.  It was replaced with a new part.  After replacing the part, he called saying that the seat was moving forward.  All we had to do was adjust the setting.

  Thank you.

• Initial Complaint

  Date:06/13/2024

  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.

  So disappointed by ***** and *** ***** of El Paso my wife and I bought a brand new 2024 NX 350 on New Years Eve. We were so excited and loving our new vehicle until May 23 when we were driving on route 10 heading from ******* back to ********** and all of a sudden the panoramic sunroof exploded! It sounded like a shotgun blast, which scared the heck out of me and my wife. I immediately called the dealership. They told me to come in right away, so I turned around and drove back into ******* to the dealership. Once we got there, we were greeted by one of the service managers whose first question was not are you OK but it was are you gonna use your insurance for this. The question threw me for a loop as we havent even owned the car for six months yet and its covered under a bumper-to-bumper warranty for three years and on top of that I purchased an additional bumper-to-bumper warranty to extend that out further. I responded there is nothing that I had done while driving this vehicle that should have caused this to happen. This happened due to a manufacturing defect either the glass was imperfect, or it was installed incorrectly, causing pressure to build up until the point where it exploded thankfully, we had the cloth roof cover closed or we wouldve had glass all over us. After a while waiting for the service department manager to come, he also asked are we going to use our insurance to which I answered again no this is due to Lexuss building of the car not wear and tear on a car thats not even six months old, he then took pictures and said he had to reach out to their Lexus representative for next steps. They provided us a loaner car and we were on our way. Over a week later still no response on our vehicle would be repaired. They reach out to me and say that ***** authorized them to discount the part 50% and charge the full price for labor. This is absolutely disgusting and disgraceful half of the part is $3000. The labor is another $1400

  

  Business Response

  Date: 06/13/2024

  Thank you for giving us the opportunity.

  Lexus agreed to cover 100%.

  Thank you, have a wonderful day!

  Customer Answer

  Date: 06/13/2024

   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.

• Initial Complaint

  Date:01/31/2024

  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.

  My catalytic Converter and O2 sensor were stolen from my 2007 Toyota Sequoia. I went through my insurance to have the repairs done at Fox Toyota Dealership. The day after the repairs the check engine light came on. I took it back to the dealership and was told to run the vehicle for a while so it can reset self. The check engine light started turning on then off for a few months. Then the check engine started saying on all the time. I had the check engine light checked at AutoZone and ********. Both places registered the code P0051 recommending that the O2 sensor be replace that Fox Toyota put on. I took diagnostic paperwork from the auto part stores to the dealer requesting that they replace their part. The dealer they refused to check their part until I paid ****** for a diagnostic test. I told them it was not fair for me to pay because I still was within a one-year parts and labor warranty. I felt trapped and had to paid for a testing on a part that still under warranty. The Fox Toyota Dealer diagnostic had the same code P0051 O2 sensor. My service writer called me and told me it was not the O2 sensor and there of nothing he could do for me. He said come pickup your vehicle and pay the cashier. When I arrived a different service writer went over my paperwork with me and said it was the O2 sensor. The next day I took the diagnostics testing paperwork from Fox Toyota to another Toyota dealership and they confirmed that the O2 sensor needed placing. I am requesting a refund on diagnostics because the part was still under warranty. Also to replace my O2 sensor that never work properly since the day it was installed.

  

  Business Response

  Date: 02/21/2024

  Good afternoon,

  First of all, i would like to apologize for the time frame.

  I have attached the RO's of everything that was done to his vehicle.

  When he returned, his insurance did not want to cover any additional diagnosis or repairs.

  **************** came back giving *** permission to diagnose his vehicle.

  He is still not comfortable and is requesting for his money back.

  Thank you for giving us the opportunity to show you what we have done for ****************.

  Attentive,

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

   

  Customer Answer

  Date: 02/22/2024

  I am not satisfied with the response.  The 02-sensor was still under a part and labor warranty.  They should not have charged me to check a part that was still under warranty.  Then AutoZone and ********* did a diagnostic test showing that the part that ************** had put on need to be replaced.  The ************** services writer that handed me the diagnostic paperwork, stated it was the O2 sensor that need to be replaced.  The same paperwork was taken to another Toyota Dealership, and it was concluded that the 02-sensor needed to be replaced.  I contacted my insurance carrier, and I was told they do not cover service that are still under warranty.  I served my country and I am 100 percent disabled.  I am a senior citizen on a fixed income.  They are not being fair with me.  

  

  Business Response

  Date: 02/26/2024

  Good morning,

  I am sorry to say, there is nothing more to add.

  **************** was aware of the amount of the diagnosis and agreed to pay.

  His insurance did not want to pay because it is not part of claim.

  If he feels that we are still wrong, we will reimburse his money.

  His check will be sent asap.

  Thank you very much, have a wonderful day.

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

   

  Customer Answer

  Date: 02/27/2024

  I appreciate the reimbursement.  However, the main issue has not been resolved.  I have gotten four individual responses confirming that O2-sensor that Fox Toyota installed needs to be replaced.  This was confirmed by AutoZone, *********, a service writer from Fox Toyota dealership and a service writer from another Toyota dealership.  This part is still under a parts and labor warranty.  

  

  Business Response

  Date: 02/28/2024

  On January 24, 2024 the vehicle was diagnosed.  The diagnosis was the **** SENSOR which he was aware of.

  The O2 sensor never has failed since. 

  Yes, it is under warranty therefore, we have no reason to deny replacement.

  He is welcome to go to any Toyota Dealership, his warranty will be honored.

  Thank you,

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

   

• Initial Complaint

  Date:09/08/2022

  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.

  We are reaching out to attempt to resolve a bad finance transaction, could be consumer law fraud. Friday evening 09/02/2022 we traded in our vehicle **** edge titanium 2019 with 57k miles received 23k and the pay off was ****** about 4k in equity which was applied to 2022 rav4 le. Rav4 ended up being too small. We returned sat morning to exchange for 2022 highlander 4k equity was lost. We were told sorry thats in the past WE CANNOT CANCEL IT OR EXCHANGE IT. Fox Toyota of El Paso when ahead and applied 3k of upside-down credit towards new purchase(exchange) 2022 highlander which we purchased yesterday afternoon (09/03/2022) because they stated the Toyota 3-7 return/exchange policy ON NEW TOYOTAS did not apply to them (we found it strange since all toyotas nationwide offer that). TOYOTA dealerships nationwide and throught out ***** recognize 7days return or exchange on NEW TOYOTAS most up to 30days. We are attempting to get highlander deal re-writen so our initial 4k equity from 2019 **** edge gets applied.

• Initial Complaint

  Date:06/20/2022

  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.

  My Name is *************************** On 5/25/2022 i purchased a 2022 Toyota 4 Runner windshield was broken and was promised will be replaced original. (It is a Toyota Dealer so all should be original). On 6/10/2022 it was replaced with aftermarket windshield Manager by the name of *** said that's all he was going to replace with ***** made windshield and i cant do nothing about it. So at the end they didn't want even to release truck and police was called and filed a report. After report they released truck. All i want is my Original truck just like i bought it all original.

• Initial Complaint

  Date:05/24/2022

  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.

  So about 8 months ago we purchased a used 2018 Toyota 4Runner. Transaction was smooth we have bothered them there before and never had any other issues. About three months ago we decided to trade in our vehicle and at the time of that our vehicle have reported a moderate damage motor vehicle accident with airbag deployment. We were unaware of the problem. When we did go back they told us that they give us a Carfax report but that was a lie to our face. Instead of resolving the issue they made us buy another vehicle. And to be honest right now we are not happy with a vehicle we have as of the moment and at the end hoyfox mangers and used car **** are just thieves and care about is money and not the customers.