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:03/12/2025

  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.

  Issue date 3/7/2025 - 3/11/2025 **** **** charged me $200.85 for car rental while my vehicle was in their care for warranty work. I notified them/made an appointment at least 24 hrs in advance of the appointment. I was not notified of any issues related to receiving a loaner/"rental" until I showed up to my appointment. They told me I would be charged for the car for all days except for Monday(which I was anyway) when I think they determined how long it might take to perform the repairs. I dropped my truck off on Friday(3/7/2025) at 12:50 pm and picked it up on Tuesday(3/12/2025) around 11:00am. I was charged for three days of use.I was not provided an equal vehicle to mine during the repairs. The service advisor modified my complaints and did not listen to me nor fully referred back to my original written complaints during our discussion upon arrival. My complaints were therefore not clearly communicated and seemingly deliberately misconstrued for record keeping. For example, an issue of my radio speaker making rattling noises was not communicated despite the fact that I wrote it down when I made the appointment. He was argumentative and disrespectful stating, "he did not believe a parking brake not working was a safety concern."There were many instances of accusations. I switched advisors after the drop off day because I felt the interaction would not be productive doing forward. The subsequent advisor accused me of braking molding/trim pieces when I attempted to display issues/concerns with the vehicle. The entire experience was disrespectful and dishonest, and the service ended with the manager stating that I "cannot drive my vehicle off the lot without paying the fee."

  Customer Answer

  Date: 03/14/2025

  The attached pictures were taken after the service visit to **** **** on 3/11/2025. I unfortunately had already deleted the sonar message, which was also left on the vehicle alerts screen, before I took the pictures. 

  Customer Answer

  Date: 03/17/2025

  This is related to the services provided in the disputed $200+ in this case. The *** outlet addressed was not properly grounded when returned to me. Apparently, they only checked the connection by plugging in their laptop. I would not think that is the manufacturer's recommended procedure for checking its working condition. I or someone could get shocked in its current state. 

   

  I have an email from this manager stating I am no longer welcome at the establishment. I have been nothing but civil. I have fought for my case(s), but I have been civil. Their points have included disregarding safety and show a lack following up on safe installations, providing full and required service(s). 

  Customer Answer

  Date: 03/17/2025

  Please see email chain between ***** ****(**** **** service manager) and myself, *** ******, following a response to a review survey I provided:

  ***** ****
  To me  Thu, Mar 13 at 1:25 PM
  
  
  

  Hi ***,
  
  
  
  Thank you for taking the time to provide feedback on your recent service experience at our dealership.

   

  
  
  
  
  I am a little taken back by the statements in your review.  We discussed everything, including the rental charges, prior to you agreeing to leave the truck over the weekend.  We have done nothing but be an advocate for you as a customer.  Obviously, there are limitations to what can be repaired, especially when we cannot duplicate the concerns you have repeatedly brought the vehicle in for.  A number of the concern you noted are normal characteristics of that vehicle.  They pose no safety concern, and frankly for most customers are not even noticed.  I can understand you wanting the vehicle to be perfect, that is in many circumstances a moving target.  We always do our best to accommodate, unfortunately I don't think we will get there with you.  At this point, I have no choice but to recommend you seek a second opinion.  In this case I believe it will be a fourth opinion, my apologies.
  
  
  
  We appreciate your business and value you as a customer.  I look forward to hearing from you.
  
  
  
  Sincerely,
  
  ***** ****
  
  Service Manager
  
  *** **** Toyota
  
  **********************************************************
  
  **********

  _____________________

   

  *** ******
  To  ***** JURS  Thu, Mar 13 at 2:04 PM
  
  
  
  Message Body
  
  Mr. ****, 
  
  
  While I appreciate follow up on a bad experience, I did not request this. I feel this is a continuation of the experience I have already had which includes misinformation. I would appreciate no further follow up aside from Brand Engagement or further escalation. 

   

  __________

   

  Mr.  **** response:

   

  ***** ****
  To me  Thu, Mar 13 at 2:11 PM
  
  
  
  Message Body
  --- Write ABOVE THIS LINE to reply to the conversation ---
  
  
  
  People in this conversation: ***** ****
  
  
  
  Hello ***,
  
  I understand your request for responses to be strictly from Brand Engagement moving forward.  That being said, I am the direct contact for any cases related to this store.  I updated the case with the notes from your visit, and it was closed prior to receiving your review.  Should you wish to continue to escalate the situation without my involvement, it will have to be at another Dealer.
  
  Have a great weekend,
  
  ***** ****
  
  Service Manager
  
  *** **** Toyota
  
  **************
  
  From: *** ****** <**********************************************************************************>
  
  Sent: Thursday, March 13, 2025 2:04 PM
  
  To: ***** **** <**********************************************************>
  
  Subject: Re: Thank you for your feedback

   

   

  ___________________________

   

  I feel this email exchange provides an example of the lack of respect towards customers and willingness to disregard what customers say or do. What actual conditions are. 

  

  Business Response

  Date: 04/07/2025

  We appreciate your taking time to contact us through the BBB to express your concerns. Several of the items you mentioned we appreciate you pointing out.  We want to make sure our staff delivers and exceeds the companies expected customer experience.  

  Customer Answer

  Date: 04/08/2025

  I am rejecting this response because:  They threatened me, misrepresented information, and charged me money for items I was not supposed to be charged tor. They are acknowledging nothing in regard to the actual transaction and have provided no details in regard to a refund like I requested. 

  

  Business Response

  Date: 04/19/2025

  We appreciate your concerns and always do our absolute best to take care of our clients. It does appear however, that on March 7, 2025, it was suggested to not leave the vehicle over the weekend because Toyota does not cover rental during diagnostic period. Come to find out, based on repairs completed for a 12-volt battery replacement. Toyota does not cover for a rental. Given the choice, it was stated on the ticket rental car 3-day customer pay rental.
  It looks as if we not only provided a discount but covered one of the rental days from the 7th of March through the 11th.Customers signatures are on both the authorization documents from March 7th,and on the final authorization from March 11th. Please see attached document. 

  Customer Answer

  Date: 04/19/2025

  I am rejecting this response because:   
  

  I have previously provided information refuting the businesss latest response. 
  

  The response is insufficient, disrespectful and reflects the attitude and tone they take towards their customers. 
  

  I had an appointment 24 hrs in advance. The vehicle is under original manufacturers warranty. It was brought in during regular business hours. Diagnostic time is irrelevant. Per *****, national and Texas Lemon Law, if a vehicle has to stay overnight an equal vehicle must be provided under original manufacturer's warranty.

  They told me when I showed up it would take multiple days to do the work, then they decided to tell me to bring it back. 
  

  I told them I lived far away, it was inconvenient for me to leave and bring my truck back, I need my truck for work. 
  

  It is where I bought the truck, so I hoped it was where I would be treated the best. 

  Customer Answer

  Date: 04/20/2025

  As I believe I have already stated, I did not agree, they told me I would have to pay. They were going to come up with any scenario they could think of. Friday was the only day that would work for me with my schedule. It is required to put a credit card in the system whether receiving a loaner or not. Customer do not receive a copy of the service report when they are dropping off. It is only received at the end of service. I was not and am not interested in going through a 15+ page of service advice after sitting in the waiting room for over an hour, then arguing with multiple service advisors followed by the service manager over untrue service information and completely unlawful acts/decisions perpetrated by all of them. We are lucky nothing happened to me, my the truck, or anyone else with the issues I brought the truck in for. I am still not sure if they are fully resolved. I have had to put more work into this new vehicle than the last five years of my previous Tundra that I had for 12 years, ******* miles. 

  Customer Answer

  Date: 04/20/2025

  Please see attached. I arrived at 12:15pm on Friday, 3/8, and the vehicle was not ready until Tuesday 3/11. If the vehicle only took one day for repairs, why was it kept for multiple working days? Why was my appointment time available and additional appointments taken after if there was no time for my repair? Why was I not notified before my arrival when my issues were received by the scheduling system? I have had previous loaner issues where I decided to not dispute it, but this is at least the second occurrence. I have had wind shield weather stripping issues where parts needed to be ordered, and I needed a vehicle. Id consider a windshield not working properly a serious safety issue as well. This dealership refuses to abide by the manufacturers warranty requirements and ignores national laws regarding safety. 

  

  Business Response

  Date: 04/28/2025

  We feel this matter has been closed based on the information and approval from the client as originally discussed. We absorbed part of the rental costs to accommodate the customer do to the rental not being covered by the manufacturer.
  

  Customer Answer

  Date: 04/28/2025

  I am rejecting this response because:   My issue is not resolved. The information they are presenting is not true. I have messages in my vehicle stating to take it to the dealership. I was charged for three days, and they are claiming the work took them at least one full day. They absorbed no cost. The only fact they have is they have my signature in a piece of paper. This was given under the pretense of a threat. I am not supposed to be charged for any days. They took four days to do the work whether it sat for three days receiving no attention or not. That is out of my control. I do not believe the manufacturer was ever contacted. If they were, it wasnt until three calendar days after vehicle was dropped off. Although over one and one-half operating business days passed prior. 

  Customer Answer

  Date: 04/28/2025

  I will reject every response until acknowledgment of a refund in progress is provided. 

  Customer Answer

  Date: 04/28/2025

  As well as an apology is issued. 

• Initial Complaint

  Date:02/08/2025

  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.

  Hi, my name is **** ******. I bought Toyota Highlander 2023 at Toyota of McKinney on Nov/23/2024 at price $38,294. My salesman named ******.When I do first test driving the car I did mention about big dirty stains on Car Dashboard and my salesman said he will taking care it so I agreed to buy the car. Due to personal business I come back couple weeks later for dirty stains removal my salesman said that he cannot do it? It is frustrated that they did not keep promises to remove the big stains on dash board. He did NOT keep promises! My car is still in full guarantee 3 years or ***** miles .I did send complain to Car Sale Manager (****) thru McKinney Web site and left him two phone messages but I did not get any response from him! The Toyota of McKinney lacks of responsive to customers.Also, the seller did not disclose damages to vehicle when we are in price negotiation. The car got some dings due to hail around window frame. He just let me know when we signed all papers. The dealer should adjust the sale price of vehicle due to this damage. They are insincere in car business!To resolve the problem, I would like the company to remove the dirty stains from car dashboard asap or I return car to dealer.I look forward to your reply and a resolution to my problem. Thanks.

  

  Business Response

  Date: 02/17/2025

  Thank you for contacting us and expressing your concerns. As I am sure you are aware, one of our management team has reached out to bring in our Highlander so we can find a solution.
  It seems this was completed on 2/17/2025 and the repairs needed have been completed. Thank you again for your business and feel free to reach out to us directly if we can ever be of service.
  
  **** *****
  General Manager
  Pat Lobb Toyota of McKinney 

• Initial Complaint

  Date:01/14/2025

  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.

  Toyota McKinney charged me 200$ on diagnostic for tpms valve did not authorize I only authorized for a tire rotation and a quote on a part

  

  Business Response

  Date: 01/24/2025

  Thank you for reaching out to us and expressing your concerns with the services you received. According to our Service manager, he has since contacted you and initiated a refund for the diagnostic fee you were charged. From the information on hand, your vehicle was repaired at another facility and the light had been on since then. We appreciate you bringing this to our attention so we can ensure our future customer experiences exceed their expectations. 

  Thank you, 

  **** *****
  General Manager 
  

• Initial Complaint

  Date:11/18/2024

  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.

  Set an appointment to get the factory required ****** mile maintenance which is priced $239.80. This is also what I told them I wanted when I arrived. However, at checkout, I was charged $760.15 which is 3 times what I agreed to.

  

  Business Response

  Date: 11/21/2024

  Mr. ****,
  Thank you for reaching out with your concerns about the charges during your service visit. We want all our clients to have a wonderful experience while visiting our service department and it seems that did not happen here. With our processes in place, any work done to a customer vehicle would require prior authorization including any additional work suggested. It would surprise me if something like this occurred, but we will investigate this and do our best to clear up your concern. Please expect a call from either me or our service director. 

  Thank you,
  **** *****
  General Manager
  Pat Lobb Toyota of McKinney 

   

• Initial Complaint

  Date:10/13/2024

  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.

  I bought a used toyota 2021 RAV4,09/06/2024 with ****** miles.The sales person a nice gentalman *** ******* SAID ABOUT TRANSFER WARRENTY DETAILS.I was told the service had done all 30kmiles service.Yesterday 10/11/24 mechanic i hired to check the spark plugs1 and found they were old at the time when original car was bought.I had to spend$95.32and labor. Today i spoke(10/12/24 ) to Mr *** around1:00pm and he said as needed was done.Come on monday as the ****** was closing.

  

  Business Response

  Date: 10/29/2024

   Thank you for contacting us through the BBB to address your concern. Our vehicles do go through an extensive review in our service department to address any necessary repairs. After looking up the vin on your Rav4, Toyota suggests changing the spark plugs at ******* miles. You will find a voicemail from me so please give me a call at your convenience. I am sure we can find you a resolution.
  **** *****
  General Manager
  ************ 

• Initial Complaint

  Date:06/04/2024

  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 purchased a pre-owned vehicle on April 8, 2024. Was notified that my license plates are available and confirmed the address for mailing. By May 8, 2024, I notified *************** Toyota that I did not receive the plates. On the same date, I received a phone call from a person residing in ****** who received paperwork, including personal monetary receipts for the title and purchase of my vehicle in error. The person confirmed that my license plates were not included in the misdirected mail. I telephoned *************** Toyota to inform them and was told that the plates were being reissued. On or around May 22, 2024, I called *************** Toyota to inform them that I am still waiting for my plates. I was told to expect a call on May 24, 2024. I never received a call. On June 4, 2024, I spoke with *********************, ************ who could not provide me with the information regarding the status of the plates. He - like the other employees at this dealership - told me that he needed time to review the matter.

  Customer Answer

  Date: 06/05/2024

  Problem has been resolved

• Initial Complaint

  Date:01/29/2024

  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.

  I purchased a used vehicle January 20th ****. The seller did not disclose damage to vehicle noted in Carfax (had ** sign a form reassuring it was fine to find out later it wasn't), prior use of the vehicle (did not disclose vehicle was a rental/fleet vehicle), and has duplication of warranties sold that were not displayed and made mandatory in part of their dealership package. The dealership was unwilling to adjust the sale price of the vehicle despite the deception that I have contacted them numerous times about. They also told us we would be getting $4k for our trade but did not note that anywhere in the paperwork and bought the car for 3k which we found out later when reviewing the details of the sale.

  

  Business Response

  Date: 01/30/2024

  ******** says we didn't disclose that the vehicle had minor damage reported and that it was a previous rental. He signed the CarFax form right next to where both are disclosed. He also said we gave him the wrong amount for his trade, but he signed 2 buyers orders that show $3,000 which is the correct amount. He started this because he said his insurance company said his insurance MIGHT go up $15 per month due to the vehicle having previous minor damage and being a previous rental. We cut the customer a $750 check to cover the POSSIBLE increase in insurance out of good will. We have a worksheet and final buyers order with his signature on them showing the $3,000 trade allowance, not $4,000 that shows nowhere in any paperwork. Customer is spreading bad reviews everywhere he can and has been very rude to my managers who have done nothing wrong.

  Customer Answer

  Date: 01/30/2024

  I have reviewed the business response and accept the compensation that has been sent.

  A little ownership of needing to do better for your customers goes a long way and I would not have made so many negative reviews or been rude had my responses been responded to, had you not been so condescending in your communication, had you acknowledged that how the paperwork was signed could have been handled better or explained more thoroughly. It would have been better had your warranties been posted and provided for the used car, had we received a break down of what extra fees were being attached to our sale (I still have nothing in writing about the dealership package for used cars and have been sent the new car package twice which we did not receive), and had you been upfront about selling us a rental car even though I specifically asked for a vehicle that was new or close to new. It would have gone a long way and saying you did nothing wrong is not true and unacceptable. 

  

  Business Response

  Date: 01/31/2024

  I apologize if the customer did not understand all the paperwork that he signed. I attached a copy of the CarFax that shows Minor damage at the top and previous rental history on the right side of the form. We even have this customers sign this to prove we disclosed it. His signature is on it. I also attached a copy of the buyer's order showing $3,000 trade allowance and it also has his signature on it. After the sale the customer complained about his insurance and we have cut and mailed $750 to the customer a week later as goodwill. I have spoken to all my employees involved about this complaint. I wasn't involved but we tried to make it right with the $750 check. Thanks *********************** GM 

• Initial Complaint

  Date:12/17/2023

  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.

  During the oil change service on12-09-23, the technician (*****) recommended to replace the cabin air filter, which I said OK (I know it's over priced at the dealership, but I was OK with that, although he never told me how much it would be - it ended being $22, while they cost $6 at Amazon, but that's OK.) However, he never asked me if I would be OK to pay extra for labor to install this cabin air filter. After the job, the technician charged me $37.96 in extra labor, in addition to the $32.95 for the whole service, just to replace the cabin filter which took him like 5 seconds (I was there in the truck with him, I saw everything). That is about $136,610 per hour!!! Even ***** or ***** don't make that much $$! (contrary to what is written on my statement - I did NOT approve $37.96 in extra labor to install the cabin filter, I could have done it myself, 5 seconds to change it through the glove compartment inside the cabin! - it was my understanding that these 5 seconds were included in the general labor for the whole service, since this was also part of the service. At any point I was asked if I wanted to pay $38 to replace the cabin air filter - if I was asked, I would have say no, I can do it myself).Moreover, I was charged for a replacement engine filter, I was there too and witnessed everything, the technician removed the engine filter, shook it off for 3 seconds, and reinstalled my old filter in my engine. Although I was charged for a new one, I did not receive a new filter! I was disputing the extra $37.96 in labor, since there was no extra labor and I never approved this charge with the dealer/manager who ignored my request. It's illegal to not ask me first for my approval for these extra $37.98, to charge me anyway, (and WAY TOO MUCH for a 5 seconds easy job!) and to ignore my complaint.Thank you for your understanding.V/********************************

  

  Business Response

  Date: 12/19/2023

  I've attached a copy of the repair order to this complaint. The customer asked for an oil change and a state inspection when he came in. The advisor asked him if he want the air filter replaced and he said yes.

  We also did a Multi Point Inspection to make sure there was not any other urgent issues that needed addressed. The service he got even included a Coupon Discount of $12.99. The oil Filter is not like the old canister ones, it a sleeve type factory filter that goes into the canister. So when the Tech took the canister off and removed the old sleeve and then shook the canister to make sure there was no excess oil on it. He then put the new sleeve filter on it and put it back on the car. The customer could have asked how much the Cabin Air Filter was but did not. You also can't find a Toyota Factory Cabin Air filter on Amazon for $ 6. If strange that we did a ********************* Change and a Cabin Air Filter all for only $174.37, but the customer wants $ ****** back. That makes no sense. 

  Customer Answer

  Date: 12/19/2023

  I am rejecting this response because:   

  I don't know if strictly on the legal side, it's legal or not to charge almost $38 for a 5 seconds job, but what I am arguing here it's that I was never told, before the job was completed,  it would cost me $38 extra to take 5 seconds to install the cabin air filter in the glove compartment, nor I was ever asked, before the job was done, if I was OK and if I agreed to pay an extra $38 for that.  If I would have asked if I was OK to proceed with this installation, I would have said "no, thanks, I can do it myself".

  On another note, I was charged for a new oil filter when I witnessed the technician taking out the old filter, shake it for 3 seconds, and replace it under the hood, while charging me for a brand new filter, when a new one was NOT installed.

   

  Thank you.

   

  

  Business Response

  Date: 12/20/2023

  As I stated in the last reply, here is what a Toyota oil filter looks like, not like the old canisters. We just replace the filter itself. He just shook off the old filter to put the new one on. I will however mail you a check for $ 38 out of customer goodwill though. Next time you're in we would be happy to show you how the oil filters get replaced so you'll understand better. Thanks *********************** GM Toyota of McKinney

  Customer Answer

  Date: 12/20/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:09/01/2023

  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.

  Manager ***** called me in regards to a recall issue #************ on a sienna sliding door. Stated that he would meet me at 7am to handle the concern. That morning he was no where to be found. *****, service advisor and his tech ****, proceeded to tell me that the motor failed and needs to be replaced on the sliding door. When i explained to them that when you clear the code the door works fine, and motor works, **** stated that i don't understand how todays cars work. ***** then told me i need to new control arms, alignment and a new timing cover, all to cost nearly ****!!!! ************* was just done recently, two what is the evidence that there is an issue with the control arms he could not provide and three why is a new timing cover needed i have never seen an oil leak with this vehicle. Its is garaged i would know if it leaks oil. Then he has the nerve to tell me i need new tires. ******, i just bought them from discount tires. its a 60k tire and it just has 20k on it. How can a repair shop be so incredibly dishonest. Really shocked.

  

  Business Response

  Date: 09/06/2023

  I am the General Manager of Toyota of McKinney and have done a complete investigation on this complaint. His Sienna has ******* miles on it and the sliding door recall was done correctly in 2017. We inspected the vehicle and reset the codes to the sliding door. Upon inspection of the vehicle based on mileage and condition we did recommend a lot of work that *** cause more issues in the future if he plans on keeping the vehicle for a long time. We have no record of him doing an alignment in the Toyota system since he did it somewhere beside a Toyota dealership. In our history with this customer we have done quite a few Goodwill repairs that he has never paid for also. Please note that Toyota Corporate does not own or run our dealership so they would just forward the complaint to me. They customer did not pay any money to use for the visit he just made on 8/31/2023.

  Customer Answer

  Date: 09/06/2023

  I am rejecting this response because:   Sorry but the ** statement is not correct.  Recall repair was not done correctly at ***************** as Toyota Corporate sent ** to ************************* Toyota to get the repairs done.   Since then we have been experiencing off and on issue with this Door.  When the vehicle was last seen at caliber collision they found that there was an issue with the wire, and believe that the issue stems from the harness that was replaced during the recall.  

  The focus on this is whether or not the recall repairs were done correctly not any other issue.  *************** was too focused on age of my vehicle and how much potential money they could potentially make off me.  Again, ** promised he would meet with me, they claimed the motor on the door failed but each time the code was cleared the motor on the sliding door works fine for a small period of time.  Thus the motor still works. I request Toyota Corporate to resolve this.  

  

  Business Response

  Date: 09/07/2023

  Toyota Corporate is aware of this complaint and will respond. This is out of our hands now.

  Customer Answer

  Date: 09/07/2023

  I am rejecting this response because:   The issue was not resolved by this business. Toyota corporate directed me to ***************** Toyota McKinney. They failed to address the true recall issue.  Thus the reason for the complaint. 

• Initial Complaint

  Date:04/06/2023

  Type:Billing 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.

  Im filing this complain on toyota financial and the Toyota of McKinney . Both gave false statements on the status of my Toyota 4Runner. I was told payments could not be made because the account was closing, and the check for the car would be sent over. Now the end of March Im getting calls because there is a missed payment on my account and now I have to go for the next month because Toyota financial did not accept my payments and the Toyota of McKinney did not send the check. The contract has been made since the beginning of March. When trying to make the payment, it did not let me and I was insured by both parties that I did not have to make any payments as the car was already in contract. Now Im going to get charged penalty fees and have a dent in my credit report because of these companies. When trying to resolve these issues, they acted like children and kept placing blame on each other, rather than trying to fix the situation. Both parties did not hear me out or offer any type of compensation. They both messed up because they couldnt coordinate what needed to be done and now the clients me the customer is getting fines and penalized for actions that they committed. Im filing this complaint for Toyota financial& file another one with Toyota of McKinney. Because both are to blame, I did my parts I called I attempted to make the payments. I had the money to pay the car. They did not accept it and they blocked me from making the payment online and over the phone and was told by both of these companies that I was covered and I was fine and come to find out a month later Im having to waste my time and call these companies to figure out a resolution. The fact that I spent two days on this, trying to collect information and making calls and filing complaints and now doing this for something that they shouldve resolved. Not to mention how dismissive the financial advisor at Toyota of McKinney was and how rude the lady from Toyota financial was.

  

  Business Response

  Date: 04/11/2023

  I spoke to the customer and the problem was we sent a check to payoff the vehicle but it was short $66, so I told her we would pay it today and it wont effect her credit score. She has my contact if she needs to reach out again. Thanks