ComplaintsforToyota of McKinney

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 response

  06/05/2024

  Problem has been resolved

• Initial Complaint

  01/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  12/20/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  09/07/2023

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

  Customer response

  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

  04/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

• Initial Complaint

  02/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Deceptive high pressure sales tactics used when purchasing my 2023 Tundra from ******************* at ***************** Toyota. Some of their employees have excellent customer service but don't tell you that you will pay an extra $3,000 for it. ***** told me that their dealership "does not charge over ****" and the main reason why I went through with the purchase. I was also told "a catalytic converter cover was included" but never explained the *** cost. He stated that the vehicle would be sold if I did not buy that day and was rushed to agree to a higher down payment ($10,000) to reduce my monthly payments (which was not reduced). Once in financing due to the other add on's it was not clear which cost were add ons and which were included in the final purchase. He refused to ask the manager again for any further discounts on the final purchase price. I originally told ************ would not pay over **** and was under the impression I was not paying more. I asked for a lower than **** ***** and he told me the best he could do is $1000 off what I thought was the **** ***** but ended up finding out after the purchase from the ** that it was not. The **** was $62,920 and I did not notice until reviewing my paper work 2.5 months later 2/18/23 that the final taxable sale amount was inflated to $66,253 due to a dealer protection pac for $1995 and an $1100 ************ warranty that I requested to be removed 2/18/23. The ** said "it includes tint and wheel locks" "the original amount of *** is $3,000 so he must have taken the $,1000 off the dealer protection pac" ***** did not disclose during my original purchase nor did I see this clearly visible on the truck next to an **** sticker which other dealerships display. The ** denies that it may not have been listed on the truck when I told him I did not see it. I have pictures of the truck on the lot before purchasing which was not clearly displayed. It was only presented after I went to the dealership 2.5 months later on a paper copy after I explained my concern to the manager but was not described in the bill of sale. I asked to speak to the manager and I told him my concern that the financed / final price I noticed was $66k and not the **** of $62,920. He then said he would like to look at the paperwork and after 1.5 hours waiting to speak with a manager was presented a paper copy of this *** description of the line item that was not present in any of my original paperwork the day the truck was sold to me by *****. After researching I saw that this practice is a common dealer scam. The only add on he told me about was the cargo extender (which is included in the ****). I mentioned high theft rates for catalytic converter covers as a concern which he said is installed on every truck but when I went home and looked underneath there was not even one installed and I had to go back to explain to their service department (since ***** was unresponsive after the sale) and have it put on later. ***** did not respond to any of my request after the initial bait and switch sales tactic he provided me with. This dealership does not ensure all work is completed when they say it is and claim that a sticker on the truck is their to explain the dealer protection pac when I did not see one present on the truck or given to me with my other paperwork during my initial purchase. ***** did not even explain the *** to me during the sale. I have all my paperwork and **** sticker but no paper work explaining the itemized cost of the dealer protection pac or what it includes. The ** claims the *** includes ************* and is already installed but when I told financing I did not need it, they just denied the ************* service although it seems I already paid for it as part of the *** based on the explanation the ** gave me after the sale 2.5 months later. At this point with the ** refusing to refund the *** amount because I did not realize sooner either before signing and to make matters worse he said he would have given me a refund if I noticed less than a month later instead of now after only 2.5 months which is less than 90 days.

  

  Business response

  02/20/2023

  The customer came in this past Saturday and *********************** went through all the paperwork he signed showing that the dealer adds were on it spelled out. He also helped him cancel the extended warranty and key replacement policies. He is unhappy with the truck and **** offered to trade him and get him a 4X4 without the extra options. he doesn't want to do that since the finance rates have gone up. There is nothing further to do at this point. Will not refund him for the installed options that were in the deal.

  Customer response

  02/21/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The original bill and paperwork does not have the dealer adds spelled out. It only shows an amount higher than what I originally agreed to with their salesperson of no more than MSRP. The only way to keep the 4.9% interest rate with their financing managers process was to purchase all of their warranties. An increased rate was presented if I did not want to accept all warranties. I was under the impression that the total amount included TTL. The dealer added cost is not something they took the time to explain to me. They were only focusing on the warranties. l expect at least a description in my paperwork of what I am paying extra for as an additional non negotiable amount of $3k. Due to the additional amount I was charged without advertising on the truck or explaining the cost for each dealer add on and the multiple safety issues I am having with the current truck I purchased less than ***************************************************************************** a trade to a 4x4 with the same factory specs and no dealer added options except the catalytic converter cover.

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2/2023 This is why they call service departments stealerships. I thought that dealerships had gotten away from this practice unfortunately not here. I called to get a price on a ****** mi service which included spark plug exchange. Before even talking about the service which they knew nothing about it seemed, they said they would need to do a three-part induction cleaning, which is bogus, to "decarbonize the engine." ~$370. Fraud. They also said they would need to flush the brake fluid ~$270, also not in the service manual, also fraud. When asked about the spark plug specifically I was quoted over $1,000. The other local dealership charges $706 for the complete service as written in the manual, including plugs. Here I would have had a bill of almost $2,000 and had unnecessary potentially damaging service done.Please avoid this place until they change their practices. When a customer takes a car in for a scheduled service, the manufacturer's service manual should be followed and unnecessary upsells should not take place. This is praying on unknowledgeable customers. Fortunately after working on cars for 25 years I'm not that person.

  

  Business response

  02/09/2023

  Contact Name and Title: *********************** GM
  Contact Phone: **********
  Contact Email: *****************************************
  My service manager and I both tried to call ********************** and left messages for him to call.
  We also listened to the recorded call he made to us.
  Our employee quoted him what the factory recommends for his vehicle, but he also said that he may not need all of this based on the way his wife drives it. He hung up before our employee could even tell him about a 10% discount on work up to a $250 savings. Have him call ******************* my service manager if he wants to reconsider what work he wants done.

  Customer response

  02/12/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  
  When I called I requested a quotation for the 60k mile service. I was first quoted 2 unnecessary and expensive procedures. I asked again for just the factory-recommended 60k service, and again an attempt was made to quote me for what toyota calls "special driving conditions," which represents less than 5% of all drivers. I then asked for a quote for the only expensive part of the 60k service which is spark plug exchange and was quoted over $1000. The book time on spark plug replacement is 2.6-3.2 hours. The retail cost of plugs and gaskets is at most $130. So 870/3=$290/hr? And no mechanic worth their salt takes the book time to do this work. So really going after about $500/hr for labor.
  
  To further the trend of overcharging and taking advantage of customers, I asked for a quotation to install a trailer hitch. I was quoted $1850. Generously, toyota retail parts including wiring harness is $600. So, $1250 in labor to install a hitch? We're looking at over $500/hr for that work on this quote. Uahul, though not toyota parts, charges $300, for reference (labor $100).
  
  I seek no personal resolution, and 10% is a joke at this level of fleecing. I seek to inform others in the hope that management will change their unethical practices. They should refrain from:
  1) recommending unnecessary and costly services as a matter of routine
  2) charging exorbitant labor fees
  
  I don't blame the employee, this is culture. I hope the business will change their culture. And until then, buyer beware.
  
  
  

  

  Business response

  02/15/2023

  We are a franchise Toyota dealership with *************** techs and charge consistant prices on all our services. We use book rate times just like all other franchise dealers do.
  The Factory 60k for that vehicle includes, among multiple inspection, an Oil and Filter Change, Tire Rotation, Engine Air Filter, Cabin Air Filter, and Spark Plug replacement.
  Book Time for the spark plugs alone is 4.3 labor hours at door rate of $179.95 per flat Rate hour. Retail for the Spark Plugs is $143.76 ($23.96ea), Plenum Gasket is $36.39. At door rate, $179.95, that puts the total at $971.94, pretty close to the original estimate. The customer is more than welcome to shop our pricing with other Toyota dealers and chose where he would like to do business.

• Initial Complaint

  09/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  *DATE OF TRANSACTION 09/14/2022 *AMOUNT PAID $329.90 TOTAL 1.$249.90 ON MY CAPITAL ONE CREDIT CARD ENDING IN 3977 2.$80.00 ON MY CAPITAL ONE DEBIT CARD ENDING IN 3166 PATT L*** TOYOTA FROM WHAT I THOUGHT WAS PROVIDING EXCELLENT CUSTOMER SERVICE BUT THE PROVED ME WRONG . MY DISPUTE WITH PATT L*** TOYOTA IS THE SERVICE THAT WAS PROVIDED TO ME WAS DONE INCORRECTLY. IT ALL STARTED WITH ME CALING PATT L*** TOYOTA SERVICE DEPT. AND SPEAKING WITH SERVICE ADVISOR TYGE.I HAD TOLD SERVICE ADVISOR TYGE THAT A NEW AIRBAG MODULE HAD BEEN INSTALLED ON MY CAR AND I FELT IT WAS NECESSARY TO TAKE IT TO A TOYOTA DEALERSHIP TO HAVE IT REPROGRAM.i WAS ADVISED THAT THERE WOULD BE A $165.00 DIAGNOSE FEE I SAID OK .I TOLD HIM THAT MY PCS MALFUNCTION LIGHT WAS ON AND SO THAT WHY I TOOK IT TO THE DEALERSHIP.ALONG WITH HAVING MY TIRE PRESSURE SENSOR REPROGRAMED THAT WAS DONE CORRECTLY THE THING THAT WAS DONE INCORRECTLY WAS THE REPROGRAMING OF MY AIRBAG MODULE BECAUSE AFTER 2 DAYS THE LIGHTS CAME BACK ON. ON SATURDAY THE 17TH OF SEPTEMBER I CONTACTED PATT L*** SERVICE DEPT AND ONCE AGAIN SPOKE WITH TYGE AND STATED I JUST PAID YA $329.00 FOR THE FIXING OF MY CAR.I WAS UPSET. I KNEW SINCE I WAS NOT THE SON OF THE GENERAL MGR THAT HAD I TAKEN MY CAR ON SATURDAY THE 17 OF SEPTEMBER IT WOULD HAVE JUST SAT THERE FOR SATURDAY AND SUNDAY SO I TOLD HIM THAT I WOULD TAKE IT TO HIM ON MONDAY SEPTEMBER 19,2022.MY CAR ARRIVED AT 10:30AM IT SAT IN THE PARKING LOT FOR OVER 9 HOURS.DO I STATED CALLING AND TEXTING SERVICE ADVISOR TYGE JUST GETTING THE RUN AROUND. I HAVE ALL CONVERSATIONS SAVED TO MY PHONE. HIS OFFICAL STATEMENT TO ME IS THAT HE DONT BLAME THE TECH FOR NOT LOOKING AT IT BECAUSE IT WAS ONLY ANOHTER 0 CALIBERATION. AS SOON AS HE TOLD ME THAT I TOLD HIM THAT MY WRECKER WILL BE UP THERE TO PICK IT UP. I KNOW IF I HAD BEEN UNDERCOVER FOR TOYOTA AND HE MADE THAT COMMENT TO ME I FEEL HE WOULD NEED TO SEEK OTHER EMPLOYMENT. TOOK MY CAR FOR A SECOND OPINION AND HAVE SUBMITTED DOCUMENTATION

  

  Business response

  12/27/2022

  Business Response /* (1000, 5, 2022/10/04) */ ****** ***** came in with two separate issues - A. Had a steering DTC that was causing a Malfunction light B. TPMS Sensor was installed by customer but needed to be programmed to the car A. The technician diagnosed the Malfunction light and, per the repair manual, reset the ABS ECU. He also Performed a zero point calibration on the vehicle and performed another health check showing that the code/light were no longer present. Notes were made that if, for some reason, the code returns the vehicle will need an Airbag ECU as that is what the repair manual states. The vehicle left with no DTC's or light on the dash. B. TPMS Sensor was programmed and the rest of the system operation was verified. No issues found once new sensor was programmed. The customer was aware of all charges prior to authorizing work and no changes were made from original quote. RO shows necessary documentation based on previous statements. Consumer Response /* (3000, 7, 2022/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well I gave them the opportunity to correct the problem,but my car seat in the parking lot for almost 9 Hours. ,and then to be told by the service advisor that he don't blame the technician for not looking at it since it's was another 0'caliberation.I wish the the Heads of Toyota were to see the text message that the service advisor sent me, that's probably why he is not employed at Toyota of Richardson any longer for the lack of respect he has for certain races.I sure would of loved it if I was the son of the General mgr because he would not work for Patt l*** Toyota any longer for his negative advisor needs to show the General mgr his text mgs .I have them saved to my phone . Business Response /* (4000, 9, 2022/10/12) */ The work was done to the vehicle, even though it took 2 trips and more time than he expected. We will not refund for work that has been done to repair the vehicle.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a Car on January 15th 2022. My temporary paper tags are set to expire and Pat L*** has failed to provide me with my Registration sticker for the vehicle. I will not be have usage of the vehicle with expired temporary tags.

  

  Business response

  06/06/2022

  Business Response /* (1000, 5, 2022/03/28) */ Mr. ***** title and tag work are at the DMV and we will have the tag next week and call him. His tag wont expire until 4/15/2022 so he will have it before that. Consumer Response /* (3000, 7, 2022/03/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not true, again statements thrown out to create an image that they are actually looking into these issues. My does not expire on 4/15 How do you know it will be ready next week? I've called 6 times and all they tell me is 'there is no way to know when" Also I should not be getting tag only a sticker, the car is supposed to be registered with my Army plates. Sounds like something else Pat Lobb has screwed up and scrambling to fix. Business Response /* (4000, 10, 2022/03/31) */ Attached is a copy of the check we sent to the DMV and a copy of his Army Tag the customer requested we transfer, so he will only get a registration sticker and use his current tag as requested. It took a little time to get the Title from the back from the bank we paid off when it was traded. If the customers tag expires, he can come see us and we will give him another one until his tag sticker arrives. Consumer Response /* (4200, 12, 2022/04/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) No check attached but they did arachnid a letter with someone's personal information. They can't do anything correctly. Again, when will I get the truth? Such incompetence

• Initial Complaint

  03/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 1/15/2022 I purchased a used 2012 Toyota Camry. ON 2/5/2022 my wife purchased a used 2015 VW Beetle. We were presented with a dealer add on that "must be paid for" that included a subscription for LoJack, floor mats and something that I honestly can not recall. While the Beetle had floor mats the Camry did not. I have called, emailed, been into the dealership to ask for the floormats for the Camry and the account information for the LoJack for both cars. I have been put off with each inquiry. The dealer add on is hidden in the price of the car on my sales paperwork only shown to us during the sale but added an amount around $1300.00 to each car. Nothing has been provided, no mats, no LoJack information despite numerous promises from different levels at the dealership. Its always ...."someone from another department will contact you" I am seeking a refund of the amount of "Dealer mandatory add on" for both cars.

  

  Business response

  04/22/2022

  Business Response /* (1000, 5, 2022/03/09) */ My GSM Tony contacted the customer and explained that the items in the package were already installed on the vehicle. Floor Mats were not in the package but we have ordered them and they can pick them up when they come in to activate the LoJack. It has to be done by them but we can show them how to. Tony told me he just wants a refund for the items but we won't do that since they have all been installed. Consumer Response /* (3000, 7, 2022/03/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, Floor mats were included in the package, Not once did anyone ask me to come in to show, explain or do anything. I have been back into the dealership and been turned away countless times. One phone call I was told my floor mats were in but in the response they state they have to order them. 100% of this response is a lie. They are simply responding trying to give an impression that they did what they said they would thinking there is no way to prove what I have said. Tony is lying if he is suggesting that any of what was written was discussed. 100% Lies. Business Response /* (4000, 9, 2022/03/11) */ I have attached the buyers orders, we owe, and the warranty that we give on all used cars. The original worksheet buyers orders clearly show the package was disclosed and also on the we owe. If he doesn't want the floor mats I will send him a check for $300 for each vehicle. Total would be $600. The other items are already installed on the vehicles. Consumer Response /* (4200, 11, 2022/03/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) "WE OWE" - Lojack nothing has been provided to me regarding this pre installed item. I have asked, called, emailed, called and ever with this process nothing has been provided to me to access this service. "WE OWE" - Floor mats but yet I had to beg, be called a liar and file a complaint. I want a full refund from both cars for the entire package. The dealership has been deceitful, refused to give me what was paid for. Being pre installed does me no good if I do not have the means to access the service. They have failed to deliver what was OWED - I want a full refund of money paid for both cars for the dealer add on package. Business Response /* (4000, 15, 2022/04/11) */ I have attached the Repair Order history for both cars showing when the Kahu/LoJack was installed. Here is my final offer. I will refund them back $500 for each car for the inconvenience plus do an oil change on both vehicles. I also would like them to bring the vehicles in so we can help them register the Kahu/LoJack's on the vehicle since it's been over a month and we will need to help register them so they will work. I also understand they have received both sets of floors mats. I do need them to agree with the BBB that this is satisfactory to mail them the checks. Thanks Consumer Response /* (2000, 17, 2022/04/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will await the refund checks Mailed to my correct address 1464 Canales Trails Farmersville, TX XXXXX

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