ComplaintsforTexas Toyota of Grapevine

• Initial Complaint

  05/09/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My wife came in to get information on a car so that we could speed up the purchasing process. She was unaware that the paperwork that stated "dealer installed packages and accessories was actually a markup(market value adjustment.) They made her put a deposit down for the car without seeing it or being allowed to access the rest of the paperwork. When we found out the dealer had not installed anything on the car and it was just them marking it up we asked for our deposit back. They would not give us the money. We want our deposit back and would like to be compensated for our time wasted going back and forth with this dealership. In the attachment below you can see where it says dealer installed packages and accessories. On the next attachment you can see where they change that to market value adjustment.

  Business response

  05/09/2022

  The vehicle the customer wanted to purchase was an incoming unit and in order to secure the unit for the customer we require a non refundable deposit. The deposit as stated on the signed document is non refundable. ************** attached by the customer is ************** they were shown prior to signing and paying the non refundable deposit (how they got the pictures attached) As the sheet attached shows all prices are broken down and clearly marked as to what each is. The customer ended up purchasing another vehicle somewhere else and that is why they are now wanting to cancel the vehicle they ordered. Unfortunately due to the customer signing the non refundable deposit form we will not be refunding the customers non refundable deposit.

  Customer response

  05/10/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  All information was sent after they made my wife put down the deposit. They would not allow her to leave with paperwork and nobody told her the 10k dollars of dealer installed packages and accessories was in fact a **** up. They tried to take advantage of a young hispanic female and once they sent the paperwork after they made her put the deposit down we told them we did not want to move forward because they were not upfront about everything. The paperwork itself shows that they were being shady. One paper says DEALER INSTALLED PACKAGES AND ACCESSORIES the paperwork later reads that same 10k as MARKET VALUE ADJUSTMENT.
  
  
  Regards,
  
  
  *******************************

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  . Shortly after getting it home i would randomly feel a weird feeling then a friend said i can feel something back here called to get my car scheduled for oil change cause they had actually called me earlier in the week. Let the girl know on phone i also needed them to check it out. Go to drop off car, guy gets in rides with me he's like yes somethings wrong. Drop car off NO RENTAL. Next day i get a follow up call asking how i liked my service i said well i wouldn't know i don't have any answers and yall still have my car. Guy calls back a few hours later say they did the maintenance but they were going to have to transfer the car to ***** cause they cant fix the issue, 2 days later they call me and say they cant take it they don't have enough staff again NO RENTAL, i find a way Monday to pick up my car take it to *****, i get to ***** they are absolutely stunned that i had no rental and had to take the car myself they thought i was from Toyota. Next thing i know ***** gets me a rental, i leave come to find out this car i just bought 4 months ago, needs a new transmission mount, new engine mount, cruise control fixed, brakes and several other things and come to find out looks like all this is a result of what the mechanic at ***** said a pretty good wreck, oh and it gets better the WARRANTY Toyota sold me only covers the actual transmission and engine and i got 2 years not 3. ***** tells me its going to be almost 3 grand to fix. NOTHING IS COVERED they also reuse to call me back or ***** and when i did pick the car back up finally after paying **** there was a total of 8 repairs done next day oil light comes on they never changed the oil i was driving my kid around in this car and my engine an transmission could have been on the ground they refuse to call me back its absolutley insane

  Business response

  04/07/2022

  All of our vehicles go through a multi-point inspection and safety inspection prior to being moved to the front lot to be sold. Customer contracted on the vehicle 10/20/2021 and purchased the vehicle AS-IS and purchased a non-dealer warranty service contract MPP VSC MPP PREOWNED SILVER-24mo/24,000miles. As per the CarFax there have not been any wrecks for this vehicle. We have attached the CarFax Disclosure/AS-IS forms,Final Acceptance and Declination of Products Offered, and Buyers Guide that the customer signed when the vehicle was purchased. The oil change was completed during the visit, but the light had not been reset prior to it being picked up to take it to ****** After speaking with the customer they would like to trade out of the vehicle and into another one of equal value and same payment. Customer has come in, we appraised the vehicle, filled out credit app,and got payoff on ***** to start working on getting them into a new pre-owned vehicle that fits their needs. Unfortunately due to things out of our control as a dealer we are not able to get the customer into another vehicle (2020 or newer, with same features, and same payment). We have gone ahead and cut the customer a check for the non-maintenance service preformed at the other dealership.

• Initial Complaint

  01/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I received a letter that was addressed directly to me, dated 1/14/2022 from Grapevine Toyota signed By ********************* and ******************* (Sales ******************* Partner). This letter offered me a new 2022 Highlander with "A new 72 month payment for $163 less than my current payment, just $447 per month." Throughout the letter they lead me to believe they wanted used highlanders like mine with low mileage. All I had to do was accept their offer if my current vehicle was in good shape, which they said it was. There were no weasel words like "Could", "Might", Possibly", etc. It was "THIS IS YOUR OFFER:". I set up a meeting on 1/26 and met with them for over 3 hours. I drove the only Highlander they had and I told them to show me the numbers since that highlander had some additional extras on it. I was expecting to see a cost that was $14,986 (what they put on their letter) less than the sticker price. Instead, they adjusted the sticker price up from $44K to almost $50K. When asked, It was a "Market Adjustments" Market Adjustments from the date of the letter (12 days). Really. The letter said nothing about varying sticker prices, nothing. It said a new Highlander. When I questioned the $163 less than my current loan, they just shrugged it off and told me that theirs was a great deal for a 2 year newer car. I told them that the letter was their advertised special to a loyal customer they needed to uphold. But they kept going back to the 2 year newer car. They did come back and lowered the cost another $2000 but it was still about only $40 less than my current note for another 72 months. I expressed my dissatisfaction and left. I thought about it and came back and offered them to meet them about halfway and they said NO. They NEVER had any intension of selling me a new car on the "Terms of their offer to me". Do I have any recourse? The offer expires on Jan 31. That is total DECEPTION and UNETHICAL in my mind. Can I *** them for false advertisement?

  Business response

  01/28/2022

  Customer came into the dealership and the Highlander we had in stock, as the customer stated himself, was a higher end model with  more features than what he currently had. With having a higher trim level comes a higher price point. We even gave the customer $2,500 more than the selling price on his trade making it more than what he paid for it two years ago when purchasing it new. With having a higher trim level we still worked his payment to be less than it currently was on a 2 year old model with less features and no money down. Unfortunately we can not give a higher end trim level for the price of one just like his current vehicle. So in the end the customer was still going to be getting a 2 year newer vehicle with lots more features for less than what he was already paying on his current.

  Customer response

  01/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although this response is totally incorrect, Texas Toyota of Grapevine (********************* - Sale Director) personally contacted me and verbally agreed that they will honor their offer. He contacted me two days later as promised and said he had searched his system and and found a vehicle with the colors that we wanted. This vehicle should arrive in approximately 2 weeks.  Hopefully, at that time the details of the sale will meet the details of our verbal agreement which is close to the previously attached offer.  He was very apologetic and regretted that Toyota of Grapevine and I had gotten off on the wrong step and said he said he was committed to make me happy by making it right.  I believe him at his word and hopefully we will find the details of the sale when we review it in writing satisfactory and meets the offer commitment details.

  
  

  I do however, want to respond to *********************** response to the initial complaint above.

  He states that the vehicles I was interested in were higher end Highlanders and not the one that is deal as stated in their mailed offer addressed to me.  That is true from the standpoint the vehicle the sales men priced for me was a higher end Highlander (All Wheel Drive vs a Front Wheel Drive as stated in the offer letter). The sale man showed me the vehicle after I showed him the offer letter. It also just happened to be the only Highlander on the lot. At first I wasn't interested at all because it was a dark color (my wife does like dark color cars) and an All Wheel Drive vehicle which I figured would have lower gas mileage which was one of my complaints about my current Highlander. The sale men pushed that vehicle on me and insisted I show my wife. To my surprise, she loved the color.

  It was a higher end Highlander (All Wheel Drive vs a Front Wheel Drive as stated in the offer letter).  Since it was a higher base price, I asked to see the details on the costs. Once they reviewed the cost details with me, that is when we went sideways.  They had raised the sticker price several thousand dollars and called it a "market adjustment." I told them their deal did not discuss anything about sticker price adjustments. That is when they told me that "...the letter was not an advertisement or offer. These were 3 years newer and the payment were identical or slightly less that what I was currently paying now..". I told him the offer said $163 less. Both sales men told me " this was a good deal1...."

  In order to find out if they were going to honor their written offer, I asked them specifically, if they had ANY Highlanders at all, (I didn't care if it was a 2022 FWD), that they were going to sell me that met the terms of their offer.  They told me that this was the best offer I was going to get. I could not get them to answer if they had any 2022 Highlanders that they would honor the offer only that I had their best offer.  I asked if they ever had any intension on honoring the offer letter and sell me a ANY NEW 2022 Highlander? Again they stated the same response that was these were 3 model year newer vehicles and this was the best offer. At that time I said it was unethical what they were doing and I left.

  Like I said in the initial complaint, I came back and texted the sales person and offered him $3,600 for the higher end Highlander that I had looked at (above their mailed offer) to offset the higher end model cost (approximate sticker price difference between a FWD and AWD) but they told me that vehicle had sold and I again asked in a text if they had ANY Highlander that they would sell me that met the details of the offer and he texted me that I left with the best offer on the table earlier.

   

  Like I said initially, I am please with the directions this is currently going and I hope this issue will be resolved with Grapevine Toyota continuing to be my and my family's choice of Toyota dealership. 

   

  sincerely

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

  and (in their piperline) or in stock or on its way there that yuo will be willing to allow me to purchise ustilixing these terms on this offer letter.  Twice they said that I had the best offer I was going to get from them. 

  When I went home an  *** on showing me was their only vehickle availabe to see and they PUSHED me to deal on that vheicle. 
  Regards,
  
  *****************************

• Initial Complaint

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle on 9/15 and now a couple of weeks later, I am faced with a 3k repair. I called the dealership and requested to speak with a manager but was instead handed off to my sales agent who told me to let him know how the repair works out! I again asked to speak with a manager and he said someone would call. I have yet to receive that call or any attempt to resolve this matter.

  Business response

  10/06/2021

  Customer purchased a Pre-Owned Versa on 9/15/2021. Prior topurchasing the vehicle it went through the shop and had a multipoint inspectionperformed. When purchasing the vehicle the customer signed more than one As-Isform acknowledging the vehicle was being purchased As-Is. Customer spoke withthe Used Car Manager and she is bringing the vehicle from ******* back to ourdealership for it to be diagnosed. If the issue is not covered under warrantywe let the customer know that we can trade them out of it and into another vehicle.

  Customer response

  10/12/2021

  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.
  
  
  Regards,
  
  
  *****************************

*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. ↩