ComplaintsforToyota of Midland

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased new pickup July 15. Still waiting for dealership to submit paperwork and state tax so I can purchase tag. They wont tell you anything and promise to call back but never do

• Initial Complaint

  09/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 10, 2022, Toyota of Midland charged my credit card $500 in order to be notified first when your dealership received a 2022 Highlander Hybrid in your allotments from Toyota (Deal #*****). This was negotiated through ******************************* and approved through your finance manager at the time. ******** made it clear that this was refundable if the vehicle was not purchased through Midland of Toyota; otherwise, the $500 would count towards the down payment of the vehicle. I agreed with this understanding. In future communications among ********, your finance manager, and me, there has been no question of these terms.On September 13, 2022, and October 7, 2022, ******************************* contacted me via email to keep in touch, and to let me know that he was continuing to monitor the incoming allotments.A few days before October 24, 2022, I called ******** and let him know that another dealership secured the desired vehicle, and that I was requesting my refund of $500. On October 24, 2022, I sent ******** a follow up email documenting our discussions.Since that time ******** and I have communicated twice, and both times he assured me that I would be paid. A finance manager was involved in one of those discussions when I came to your business. To date, I have received no reimbursement. I have communicated with another Toyota dealership about similar practices. They indicated their practice is such reimbursements normally occur within a matter of days of the request. On December 28, 2022, I sent a certified letter with a signed receipt by *********************** to the General Manager documenting all of the above.On January 24, 2023, someone identified as ***** called me from your dealership wanting to know if I was still interested in a Highlander Hybrid. I indicated no and why, and let him know your company still owes me $500. He indicated that should be paid. Mail payment to: **** N Midland *** *** *** #***, Midland, ** *****.

  Customer response

  09/28/2023

  Better Business Bureau:
  
  Toyota of Midland has paid the $500 refund in reference to complaint ID ********, and I find that this resolution is satisfactory to me.
  
  Regards,
  
  ****************************************

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in July of 2022 I purchased a 2017 ****** Pathfinder from the Toyota used car lot in Midland. After a couple weeks of ownership I had an issue where the "check engine" light had come on and I noticed quite a bit of smoke coming from the exhaust upon startup. Although I did not opt for the extended warranty, I brought the vehicle back to the dealership to find out the issue. After a few days I received a call from the service department advising me they could not find out the issue with the "check engine" light but they discovered oil sludge in the oil pan. So I paid to have it cleaned out and the oil replaced. After having the vehicle home for a couple more weeks the same issue happened again. I brought it back to the service department again and this time no issue was able to be diagnosed and was told the "check engine" light had gone off and they did not notice any smoke from the engine on start up. Frustratingly, I came back to get the vehicle and after a few days the "check engine" light came back on and plumes of bluish smoke were being sent out of the exhaust. For the third time I brought the vehicle back to your dealership and was told they did not have the correct diagnostic equipment to figure out the issue and to have it looked at by the ****** technicians at your sister store. I drove the vehicle over to the ****** dealership and dropped the vehicle off for diagnosis. After a week I received a call from the ****** dealership that the engine was full of oil sludge and that the ENTIRE ENGINE WOULD HAVE TO BE REPLACED! I couldn't believe it; your dealership sold me a vehicle that I can no longer drive. I took it to another mechanic, ********************, your next door neighbor, and was told the exact same conclusion. The amount of sludge in the engine prevents any parts from being fixed or replaced. I do not have the $15-18,000 that it would take in order to get a used engine replaced in this vehicle. I have already spoken with the used car manager and was told there was nothing the dealership could do as I did not opt for the extended warranty. I feel that your dealership is in breach of contract as the intent was for me to purchase a vehicle in good working condition and was sold a disaster. I am willing to purchase another vehicle from your dealership, but would need to get out from under this vehicle first.

  Business response

  03/30/2023

  Please see attached

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a used 2020 rav4 from Toyota of Midland ** on 6/8/22.The salesman ******************************* told me it had been through a minor fender ****** accident so I asked him if they had put a new one on it and he said yes. I went outside and looked at the body and it seemed fine. I went and did the paper work and went to home to ****** **. The next day when I got off to go into H.E.B I opened the hood to check the oil and when I closed the hood I noticed that on the front bumper cover (right side) it had been glued and painted in what looked like a cheep attempt to fix it but because of the heat (its summer) it started popping out. So I called Toyota and let them know about it with no help at all, a few days pass and I go wash the car and to my great despair I realize it was indeed not in a fender ****** accident, when I was drying it I noticed the bottom right part of the bumper cover had bad scrapes which they tried to cover up with a very bad paint job. I could tell by seeing the car that it had been in a side swipe kind of accident because there where some scratches covered by a paint job from the front bottom half all the way to the back and had a dent the size of half a golf ball it also had buffer damage. My nieces husband talked to his friend ******************************* that works there who is in charge of I dont know what, I cant remember. He told me to take the rav4 and ask for him so I did. When ****** saw the vehicle he was noticeably upset and shook his head and called for ******** to go over there.**** story short they made a verbal agreement with me to fix the worst parts of the damage but the thing is is that Ive taken it and theyve made it look worse. Ive went there going on 3 times already because they forget some part theyre supposed to fix. One of the times I was there for 7 hours on a job that I was told by ****** was supposed to take 25 min. All I want is for them to fix it right and they told me that theyre not doing anything else to it.

  Business response

  08/24/2022

  
  Thank you for reaching out to us. We appreciate the BBB efforts to support small business and consumers. Here at Toyota of Midland, it is our commitment as well to have strong customer satisfaction.
  We have reviewed **************************** complaint. **************************** has been contacted by a member of the management staff. We have reviewed his concern with her. We have addressed her concerns since the drafting and receipt of this complaint letter. Since receiving this letter, we again have contacted her after addressing the concern on her vehicle. She stated to us, she is satisfied with the resolution of her concerns on her Rav4. We told her if she has the issues or concerns arise again to bring the vehicle by the dealership. We will review and address her concerns until a resolution. At this time, we feel the issue is resolved and closed.
  

  
  

  Customer response

  08/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************************

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My windshield was cracked so I took my car to the service ***** Upon them fixing the windshield they broke the horn took it back in, upon them fixing the horn they broke my precollison sensor took it back, upon them fixing thay they never put the bottom panels fully back on my car and now they are ruined. I'm gonna need them to either refund for my windshield or pay to have me fix it elsewhere it's free if I go to them but then they break something else so I'm done. I will be filing a small claims case if they don't. 4 times they have broken something this is utterly ridiculous and trying to get ahold of anyone is even worse. Paid them $1822 to repair the windshield photos are invoice for the windshield I didn't get one the 2 times after that the last one I have, the other photos are my car after I picked it up today after they had it for 24 hours, before that they had it 48 hours.

  Customer response

  06/08/2022

  Better Business Bureau:
   
  Regards,
  
  *****************************

• Initial Complaint

  11/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 11/20/21 Wife and I attempted to make a vehicle purchase at this dealership with no success. The *** ****** was absolute no help at all. He basically had us (and the sales associate) running around from one vehicle to the next, stating that he can make it happen, then when wed decide on something he would say different. This happened numerous times. When asked to speak to him in person he refused to come out. I left disappointed and disrespected by ******, because he did not take the time to get up from his chair and discuss the options face to face.

  Business response

  12/27/2021

  Thank you for reaching out to us. We appreciate the BBB efforts to support small business and consumers. Here at Toyota of Midland, it is our commitment as well to have strong customer satisfaction.

  
  We have reviewed ********************' concern. ******************** has been contacted by a member of the management staff. We have reviewed his concern with him. We then reviewed the concern and the results of our review with the staff involved. At this time we feel the issue is resolved and closed
  

  
  

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