ComplaintsforLone Star Toyota of Lewisville

• Initial Complaint

  05/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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. 

• Initial Complaint

  01/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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 response

  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

  11/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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

  11/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  09/17/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  07/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A few weeks ago, I purchased a pre-owned Honda CRV from this dealership at the listed price of $27,358.00 and gave a $10K down payment. Andres or Andrew is the person who processed the purchase documents. He did it all on his computer and asked me to sign digitally. Andres/Andrew never explained nor informed me that a total of $4,995.00 for what they call "market adjustment" plus $1,995.00 were added to the purchase price. When I asked him about a hard copy of the documents I signed, he said everything is done online and that I would get everything by mail which I never did. I have contacted Wells Fargo and they said my loan amount is $32K. How can that be? Where did my $10K down payment go? I went to this dealership to find a solution to this problem and was completely ignored. The numbers in all this transaction do not match, their actions are misleading and fraudulent. I hope you can help me resolve this issue.

  Business response

  02/07/2022

  Business Response /* (1000, 5, 2021/12/08) */ The customer's contract is in the mail. His down payment is reflected on the contract. He signed the deal that shows he acknowledges the market adjustment and addendum. The increased loan amount is the service contract and tire and wheel that he purchased and all docs are signed.

• Initial Complaint

  11/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The lease was up on my 2018 Rav 4 LE on November 1st, so I made an appointment with a salesperson to test drive a Toyota Tacoma on 10/20/21. There was a special on the website indicating a lease option of $999 down and $219 a month with a 2-year lease on 2021 Tacoma. A sales manager quickly became involved as I was meeting with the salesperson. He stated that he didn't have any Tacoma Trucks right now. With the chip and inventory shortage, I had no reason to not believe him. After further conversation, the sales manager indicated that he had a 2021 Black Rav 4 XLE that would be coming in on a truck in a few days. After a lot of back and forth, we negotiated, and I signed a deal on this vehicle. I signed for a 2021 BLACK Rav 4 XLE for $2,000 down, $300 a month with GAP insurance included. The original salesperson was present during the entire duration of this negotiation. When I was sent to financing, I was told by the representative that the VIN number could not be included in the paperwork until the vehicle arrived. The VIN number indicated on my 10/20/21 lease agreement was that of my trade in. I received a call from the salesperson on 10/22/21 indicating that he had a Silver XLE. I had no idea why I was receiving this call as I had signed a deal for a Black 2021 Rav 4 XLE on the 20th. The deal was signed and complete and should not have been up for any further negotiation. I called the sales manager that was involved in the negotiation on 10/20/21. After a couple of calls back and forth, it was my understanding that the car that I had leased was on its way. I received a call on 10/30/21 from the salesperson indicating that my car was in. It was my understanding that all I needed to do was sign for the payment arrangements. This was not the case. Not only did I receive a 2021 Black Rav 4 LE and not an XLE that I purchased, but the finance department took the GAP insurance off the contract that was included in the original paperwork signed.

  Business response

  02/03/2022

  Business Response /* (1000, 5, 2021/11/29) */ Contact Name and Title: Sierra,Customer Relations Contact Phone: 980-900-8239 Contact Email: sm*******@lonestartoyota.com We understand the customer's frustration, although we have a recorded call letting the customer know that it was a Black Rav4 LE, which we can provide to the customer if it is requested. We believe this case is closed. Consumer Response /* (3000, 7, 2021/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) There should be a recorded phone call with the Sales Manager Derick on 10/21/21 indicating that the deal on a 2021 Black XLE was completed on the 20th and why was the Salesperson Jaylon calling me about a Silver one. It was my understanding that the correct vehicle was on its way. Should have been from the beginning. I have two sets of paperwork. Business Response /* (4000, 9, 2021/12/02) */ The call from Oct 21 the customer is referencing can be found here, where the sales manager clearly said Black LE - https://carwars.com/cx/cx_report.cfm?CFID=XXXXXXXX&CFTOKEN=XXXXXXf1edf7da24-D2AE149E-2004-C4F4-F5013BXXXXXFC55C Please come by the dealership if you'd like the 2 sets of paperwork straightened out. Otherwise, There is nothing else we can do for you at this time. Thank you

• Initial Complaint

  10/19/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I recently bought a 2018 bmw e 530 from this dealership. The vehicle looked to be in great condition. The salesman went over the vehicle and advised me of nothing wrong. 1 minor accident he says to the bumper with minimal damage. The CARFAX they showed to me didn't indicate any major damage, so I took them at their word. Upon attempting to refinance the vehicle, I learned that the vehicle has major structural damage and cannot be financed. I am stuck with an undervalued vehicle that I am paying over 60k for snd because of the dishonesty from the dealer I cannot refinance this car. I am literally stuck.

  Business response

  12/15/2021

  Business Response /* (1000, 5, 2021/10/26) */ Customer contacted us the day after the sale upset about his payment. He was concerned about his interest rate, however, the financing through capital one was provided by the customer and customer requested that we only use the bank and approval provided by him. He wanted to unwind the deal and we declined. He threated to return to the store with a weapon and we contacted local law enforcement. The damage was disclosed properly to the customer and he signed all required docs. He never mentioned the damage on the Carfax being an issue until after he was told we would not unwind when he stated he was unhappy with the interest rate. We did not make any money off of his financing. It was solely his decision who he financed through and the customer was aware of the reported damage on the Carfax. He signed all necessary disclosures of the damage. We believe this situation is resolved and we will not unwind or refinance this customers vehicle at this time.

*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. ↩