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:02/27/2025

  Type:Sales and Advertising 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.

  Serious Concerns with Lone Star Toyota of Lewisville I recently purchased a vehicle from Lone Star Toyota of Lewisville, and while my salesperson, ******** was wonderful, everything else has been extremely disappointing and concerning.Despite repeated assurances, I still have not received my final sales agreement and essential purchase documents. Additionally, the dealership has not responded to my questions about how to obtain my license plates and registration, which is critical because Ive moved to another state.This issue goes beyond poor customer service; dealerships are legally required to promptly provide final documentation, including titles and registration paperwork. Without these documents, Im facing significant complications with registering my vehicle, obtaining proper insurance, and driving legally in my new state. Refusing or delaying these documents could be a violation of consumer protection laws and suggests potentially questionable business practices.I strongly urge Lone Star Toyota of Lewisville to immediately address this situation. If the issue continues unresolved, I will escalate the matter to the dealership manager, file a formal complaint with the *********, and consult legal counsel.Based on this experience, I unfortunately cannot recommend Lone Star Toyota of Lewisville to other buyers.

  Business Response

  Date: 02/28/2025

  Paper work has been emailed and the plates sent via FEDX to ******* *****. Should anything else be needed feel free to contact ***** ******** (Owner) anytime directly at (cell) ************ or (email) **********************

  Customer Answer

  Date: 02/28/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:01/25/2025

  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.

  I financed a vehicle with this dealership and they called me two weeks later stating my loan didnt go through and I needed to bring the vehicle back. They threatened me with the police, were rude, contacted people related to me ((not in the loan)) and ultimately came and towed my vehicle from my home with no refund of my downpayment.

  Business Response

  Date: 02/10/2025

  We have refunded the down payment to ******** less the expenses incurred to go and retrieve the vehicle and return it to the dealership. 

• Initial Complaint

  Date:05/19/2024

  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.

  We bought a used **** SUV and then realized driving home there was a my key lock on our key and we couldnt even turn the volume up past 14. The dealership didnt have a second key so there was no admin key for us to turn it off and they had no idea what we were talking about since they are a Toyota dealership. We had to spend over $200 for a lock ***** to reprogram it for us and make us a new admin key. I never got any of my paperwork except for the bill of sale. My baby was crying the day we bought the car so we were going to get them the next day when we picked up the car. The papers werent there the next day and we didnt have time to wait for someone. I let our sales person know we never got them, and she never got back to me. Then I emailed finance asking for them and was told he would email them that day but never did. I sent a follow up email the next day, no reply. I reached out to my sales person again and told her I never got the papers and she said to give her a few days. I have no information about my car and Im highly frustrated. I have no details regarding who my finance company is, no details on my cars warranty, nothing. Its bizzare that these cant just be emailed over to me.

  Business Response

  Date: 05/20/2024

  We have emailed all paperwork for vehicle purchase today. We have called customer and left voicemail. Waiting to hear back from customer to confirm issue has been resolved. 

  Customer Answer

  Date: 06/12/2024

  After submitting my original complaint we found out there was an issue with the cars ac compressor not even 2 weeks after purchasing the vehicle. I was sold a used car with a broken ac compressor, had to pay $225 for a locksmith to make me a new car key to bypass the my key settings that were locked on the car because the key we were given was not an admin key. Over $1000 worth of money needs to be put into a car that was just bought. 

• Initial Complaint

  Date:01/19/2023

  Type:Billing 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 was reached over phone and spoke to ******* and ******************* on Tuesday (1/17)I didn't have car to come to dealership, so **** promised me roundtrip Uber cost and a generous discount if I come to dealership on the same day I reached at 4:30 PM After seeing couple of options and negotiations **** finalised my Corolla LE for $26750 (Out the door price)I filled up all the necessary documents and auto Loan applications as well (by this time my credit was already got the hit by ********** inquiry)While I was singing up rest of the docs for loan processing with Finance Manager, she stopped the whole process I was called into a separate area and told that this deal can not be done and ******** can not offer the discounts that **** offered during our discussion The only explanation I got, this is a mistake by **** who does not have authority to offer discount to customers ( this has been told by someone who claimed himself as General Manager *****). This happened at exactly 7 PM.End of the story, nothing more nothing less. I came back home feeling cheated End of the day my Credit has been hit by Lone start of Toyota for nothing

  Customer Answer

  Date: 01/24/2023

  I was called by Mr. *** from Lone star toyota on 1/20. I visited the dealership and they addressed the issue. Mr. *** was very helpful to address the issue and offered me good price to buy the same car.
  
  The issue has been resolved satisfactorily I do not have anymore concern regarding this complaint.

• Initial Complaint

  Date:11/30/2022

  Type:Product 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 moved to Michigan in 2021 from Texas **** ********** *** ********** **** I sold my Toyota that I purchased from Lonestar Toyota of Louisville in December of 2018 that had GAP insurance and extended warranty. Both policies were issued from CNA. GAP Insurance policy #GPRTX-XXXXXXXX and Extended Warranty contract # COR-XXXXXXXX. I've cancelled these policies with CNA on 10/18/2022 as I sold the Toyota in 4/2022. I was told to contact dealership for a refund by CNA. I have called numerous times with no one answering the phone, including the operator. I have left 4 messages with the operator when she did answer on occasion and no one has ever returned my call. She assured me on my last call a manager would return my call. I called 12 times today with no one answering/picking up no matter what option i chose. I would like a refund of these policies as they are cancelled and per CNA they notified Lonestar Toyota that I no longer owned the vehicle.

  Business Response

  Date: 02/20/2023

  Business Response /* (1000, 5, 2022/12/01) */ We are working on improving our phone systems but have issues with call routing and outages. This is a high priority. All products have been cancelled and I have left a message and emailed the customer the products cancellation information and copies of the checks. This issue is resolved and we appreciate his feedback. It helps us to improve. Consumer Response /* (2000, 7, 2022/12/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:11/14/2022

  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.

  I purchased a 2016 Honda Odyssey van from them in the last week of June 2022 They promised me that it had gone through all checks from their mechanic and was safe to drive. The van broke down within first week when I took my family on 4th of July vacation to Houston. I had to rent another vehicle from Houston to first bring my family back to Irving and then had to make another trip to Houston to get the van towed to Irving. I spent around $2000 to fix the van and bear expenses of towing and rental. I took the receipts to the sales manager Mr S*** who had sold the van to me. He offered few options to buy another vehicle from his inventory and I tried to buy it but he was trying to sell it more than their online price. I asked him to please pay the expenses and he assured he would take care of the expenses but he never did. I repeatedly sent him emails but he never replied. I visited him at his dealership but after seeing me he disappeared inside the building and didn't meet me. This deal caused my family to go in danger and get stranded in a far away city and the sales man Mr S*** didn't realize the severity of it. I am requesting BBB of Dallas to intervene in this problem and get me my money that I incurred in fixing the van, towing, and rental.

  Business Response

  Date: 02/20/2023

  Business Response /* (1000, 5, 2022/11/15) */ Customer purchased a used vehicle on 6-23-22. He acknowledged that the vehicle was purchased AS IS and that disclosure, with his signature, is attached. He was also offered an extended warranty that would have protected his asset and he declined that coverage. That disclosure with his signature is also attached. Chris A*******, store managing partner, is contacting the customer today to ensure he understands. Consumer Response /* (3000, 7, 2022/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is shame that they are trying to blame everything on "AS IS" paper. They are a large and reputable dealership, but they seem to be trying to hide behind "AS IS" paper. I was hoping they will respond by saying their vehicle was in perfect condition etc. etc. just like they told me at the time of purchase. But all they came up with is trying to use "AS IS" paper for their defense. I am also very surprised how quickly they pulled this "AS IS" paper out from their files and sent it to BBB. Because till today I never received any copy of it. I was never given either paper or digital copy of that "AS IS" form. This clearly strengthens my original claim that their vehicle was not fit for the road. They wanted to get rid of it and they did so by using "AS IS" paper. Hence, I am standing with my original claim of reimbursement of $2000 plus for the expenses that I incurred due to towing, rental, and auto repairs. You have my address and my contact information, and I can accept check. Please pay as soon as possible. I have attached invoices.

• Initial Complaint

  Date:09/17/2022

  Type:Order 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.

  On 9/9/2022 I went to Toyota of Lewisville to have my truck serviced under my service contract. I was approached by a lady asking if I would like to lower my truck payment ? I agreed to go through the process of checking. I went through all the credit application with **** in the finance dept and even after seeing that my payment was not decreasing and my interest rate would be more on this refinance. Well , when I got home I reviewed all the paper work and saw that this would cost me $10k more for my truck. I called on Monday morning 9/12/22 and informed ***** that I wanted to cancel this contract , and that my credit had been checked numerous times on 9/10/22 and I was very upset that it had decreased my credit score by 36 points . ***** informed that he would tell **** or ****** in the finance dept to call me . **** called me late Monday and left me a voicemail stating that he would be off on Tuesday but he would call me on Wednesday to discuss my contract . No one ever called me , I called several times on Wednesday and I talked to a salesman and was informed to callback at a certain time. I did that and was still not able to talk to anyone. I went to the dealership on Saturday 9/17/22 after returning to town from a funeral , I talked to a manager name ****** ******* ( Sales Director). He informed me that everything had been electronically submitted but he will discuss this matter with the owner and he will call me on Monday. At this point I don't trust anyone over there and I feel that I have been lied to , just so they can make their quota. Someone could have returned my call during the week but again they were trying to get a quota and not showing any concern about the customer.

  Business Response

  Date: 01/12/2023

  Business Response /* (1000, 9, 2022/10/28) */ Mrs. **** came to Lone Star Toyota to re-finance her vehicle. We submitted the proposed re-finance to three different banks. We were not able to obtain a rate of 10.6%. That was disclosed to the customer and customer said she wanted to move forward with the re-finance. The contract terms were disclosed to the customer verbally, and in multiple areas in writing. She signed the contract, a worksheet, buyers order and that was explained to her by our finance specialist. She acknowledged all terms and wanted to move forward. However, a few weeks later she came to the dealership upset that her credit score had lowered. She demanded that the score be corrected back up the 20 points. We explained that we could not do that but would provide a letter explaining that we submitted to three banks in an attempt to get her the best interest rate. We also explained that recent credit activity/purchases can affect your score and to consult a credit specialist, as we aren't qualified to give her advice on how to raise her score 20 points. She refused the letter and left the dealership.

• Initial Complaint

  Date:07/06/2022

  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.

  Hello, My name is ******** ********. I purchased a 2019 Chevy Sonic with Lone Star Toyota Lewisville. I did not have the car for longer than a month before i had to bring it in for maintenance. Eventually, the problem kept occurring, so we decided that we would trade in my vehicle. Before, the trade was completed, i was informed that the chevy sonic had already been sold to a new buyer, which confused me because i thought the trade was being done because the chevy was not able to be fixed. I decided that i no longer wanted to work with the dealership, and i requested my down payment back, rather than the trade. They denied me. I attempted to look at other dealerships to find a new car, but i was unable to as i did not have a down payment saved. I attempted to go back to Lone Star and request we continue the trade as they did not return the chevy or return my down payment. I felt as if i was left with nothing. They denied me a trade and stated i would need another down payment in order to retrieve a vehicle from them. I feel completely disregarded, disrespected, and almost robbed because i left the dealer ship with nothing; no car, no down payment, nothing. Please assist me in receiving some type of justice within this situation. My desired outcome is my down payment refunded, or a fair trade with the company with out a new down payment being required. Thanks so much.

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 7, 2022/07/22) */ Customer took delivery of a 2017 Camry on January 28th. She had been given a bank approval based off of the information she provided in her credit application. During the banks employment verification process, they found that Ms. ******** had provided false information about her employment and would not fund the deal. We tried for months to get her back in to resolve the problem, however, she made appointments and promises and did not show. On March 26th, we repossessed the vehicle. Any down payment collected was applied to the vehicle for the depreciation incurred during the time Ms. ******** had the vehicle. Consumer Response /* (3000, 9, 2022/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a prime example of why my dissatisfaction with this company is so high. I did NOT provide false information. I was let go from one of my jobs. These people are disgusting and I wish them the best. I was a loyal customer. I paid every one of my car notes on time and in full. The first vehicle I was sold gave me problems to where the car was un drivable within the first MONTH. I did not make false promises of showing up, I work a lot I tried my best to make it but I can not pick up and drive across town at the drop of a dime when it's me and OTHER family members relying on my vehicle. I am disgusted by the disrespect and poor treatment of this company.