ComplaintsforToyota of Rockwall

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dealership continues to fly advertisements overhead for 2 hours daily. Monotonous droning overhead as plane continuously circles around and around and around and around . . . .

  Business response

  06/24/2024

  Thank you for bringing these concerns to our attention regarding our recent advertising initiative.
  At Toyota of Rockwall, we strive to be innovative in our marketing efforts and believe in using creative methods to reach our community. The airplane banner advertisement, which states "Cars are flying at Toyota of Rockwall," is a part of this effort. The plane flies at an altitude of ***** feet, ensuring that the noise level remains minimal and compliant with all relevant regulations.
  We understand that even minimal noise can be a concern for some, and we regret any discomfort this may have caused our community. Our intention is never to inconvenience our neighbors but to engage with our market in a unique way.
  Please be assured that we carefully plan our advertising campaigns to comply with all local regulations, including those related to noise and flight paths. While we believe this initiative is effective and within legal limits, we appreciate your feedback and are committed to being mindful of our community's comfort. This is a short term initiative for the summer months, so rest assured this discomfort will not last forever. 
  If you have any further concerns or suggestions, please feel free to contact us directly at ************ or *********************************** We value your input and your continued support.
  Thank you for sharing this feedback with us.
  Sincerely,
  Jasmine Jackson ******
  Vice President of Operations
  
  

  Customer response

  06/29/2024

  Sounds like customers have been flocking to your dealership and the cars have been flying off the lot after seeing that overwhelmingly original idea that someone in marketing told you would be great for business, because, as we all know, everyone loves a follower!  Kudos! 

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I drove to the dealership (1 hr away) to purchase this very clean RAV4, VIN: *****************. The buy it now price as shown in my screenshot was just below 40k, which is very reasonable for this trim and mileage. However, after sitting down and discussing numbers, I found that there was a $3,989.00 charge for a "Green ***** Bundle." Most of these bundles are removable at the consumer discretion so I thought that a quick ask of *********** to remove that package would get that taken care of and we could move on with the sale. However, I was sorely mistaken. *********** then revealed to me that this package is not removable. This is the crux of the complaint, the dealership needs to adjust the pricing of the vehicle on the website to reflect this "Green ***** Bundle" or allow the user to remove that package at the time of sale or even at a minimum make it clear on the website that the package is not removable by the user and provide the price of the bundle. I believe this to be a perfect representation of false advertising.

  Business response

  02/27/2024

  To Whom It May ******* at the Better Business Bureau and Relevant Regulatory Authorities:
  As the representative of Toyota of Rockwall, I am compelled to address the complaint filed under the name *********************, concerning an alleged issue with the "Green ***** Bundle" associated with the inquiry of a 2023 Toyota RAV4 Prime, VIN: *****************. It is paramount to assert that this complaint lacks a legitimate basis, both in the factual matrix presented and in its allegations of regulatory non-compliance.

  
  Factual Inaccuracy and Misrepresentation: The complainant, identified as *********************, does not exist within our customer records. The individual associated with the inquiry and potential transaction of the vehicle in question is *******************. At no juncture during her interactions with our dealership did ******************* express dissatisfaction with, or request the removal of, components within the "Green ***** Bundle," which includes but is not limited to window tint, Guidepoint GPS with a three-year subscription, and a lifetime powertrain warranty. **** critical omission in communication undermines the validity of the complaint filed.

  
  Compliance with ***** Administrative Code: Toyota of Rockwall operates in strict adherence to the guidelines and regulations as stipulated by the ***** Administrative Code for Vehicle Sales Advertising as enforced by the ***** ********** of ***** Vehicles. The assertion within the complaint that our practices constitute "false advertising" is not only unfounded but also incorrectly interprets the legal framework governing automotive sales and advertising in *****. Our dealership's disclosures are clearly outlined on our website and during the sales process, ensuring full transparency and compliance with all applicable statutes and regulations.

  
  Unwarranted BBB Complaint: The filing of this complaint with the Better Business Bureau, based on inaccuracies and a misinterpretation of regulatory compliance, is unwarranted and unjustly tarnishes the reputation of Toyota of Rockwall. It is our position that this complaint should not be permitted to stand on the public record, as it misleads potential customers and stakeholders about our business practices and commitment to regulatory compliance.

  
  Request for Retraction: We hereby request a retraction of the complaint from the BBB's records due to the baseless nature of the allegations made against Toyota of Rockwall. Our dealership remains committed to engaging in constructive dialogue to resolve any genuine customer concerns, provided that such concerns are factually communicated and with the appropriate involved parties.

  
  Conclusion: Toyota of Rockwall is dedicated to ethical business practices, customer satisfaction, and compliance with all regulatory requirements. We take any allegations of misconduct seriously; however, it is essential that such allegations are founded on accurate information and a correct understanding of the law. We trust that this response clarifies the situation and underscores our position regarding the unfounded nature of the complaint filed.

   

  *************************************************************************************************************************************

   

  Vehicle Description on page - "2023 Toyota RAV4 Prime SE We purchased this for a DEMO but didnt use it.
  Toyota RAV4 Prime Clean CARFAX. Midnight Black AWD 2.5L 4-Cylinder DOHC CVT Do not miss this thrill ride, we are excited about this one..., Handsfree Bluetooth phone and entertainment, Alloy Wheels, Non-Smoker, keyless start, RAV4 Prime SE, 4D Sport Utility, 2.5L 4-Cylinder DOHC, CVT, AWD, Midnight Black, ******************* Trim, ABS brakes, Air Conditioning, AM/FM radio: SiriusXM, Auto High-beam Headlights, Brake assist, Exterior Parking Camera Rear, Fabric Seat Trim, Illuminated entry, Low tire pressure warning, Power driver seat, Power windows. Certified.
  **** vehicle has been through an extensive multi point inspection by an ASE Certified Technician. All necessary services have been done for the appropriate mileage interval as deemed necessary. We have also reconditioned this vehicle inside and out to provide you with as near a new car experience as can be expected from a vehicle of this year and mileage. *******************. Family owned & operated. Get Pre-Approved at:
  
  ********************************************************************
  
  Free CARFAX report. Large ****** Used Car Super Store serving North *****. Call Rockwall Toyota today.
  
  
  The inventory listed on this page is a sampling of the total inventory available at our dealership, to find out about our complete inventory please call or visit us at www.toyotarockwall.com. *Offer does not include tax, title, license or $150 Doc fee. Offer does not include Green ***** Bundle. Green ***** Bundle may include items such as window tint, nitrogen-filled tires, 4 month BG Protection plan, and a 2-year/25,000-mile scheduled maintenance plan. Please see dealer for details. Se Habla EspanoL.*Picture may not represent actual vehicle. Price varies based on Trim Levels and Options. See Dealer for in-stock inventory and actual selling price. All prices plus tax, title and license with approved credit. MSRP includes delivery, processing, and handling fees. Dealer doc fee $150.00 not included in price. Prices may be different outside of each advertised period and do not necessarily reflect cash price at any other time.
  Offer does not include dealer installed options. Dealer installed options vary depending on vehicle and may include items such as window tint, nitrogen, pin striping etc. Some vehicles may be void of dealer installed options. Please see dealer for details."

  Details button -"Disclaimer:
  New vehicle pricing includes all offers and incentives. Tax, Title and Tags not included in vehicle prices shown and must be paid by the purchaser. While great effort is made to ensure the accuracy of the information on this site, errors do occur so please verify information with a customer service rep. **** is easily done by calling us at ************ or by visiting us at the dealership.
  **With approved credit. Terms may vary. Monthly payments are only estimates derived from the vehicle price with a 72 month term, 5.9% interest and 20% downpayment.
  *Toyota of Rockwalls Employee Pricing for All* Valid on all in stock Toyotas only.  Excludes Grand Highlander and 2024 Tacoma. See dealer for details. Customers must finance with Toyota of Rockwall.
  Deferred payments offer valid only when financed thru EECU (Educational Employees Credit Union).  With approved credit. Higher rates apply for customers with lower credit ratings. Specific vehicles are subject to availability.  Up to $20,000 Financed. While supplies last. See dealer for details. Excludes TT&L, registration, insurance, Rockwall Greenlight Bundle, and $150 dealer doc fee. Ends 2.29.24.
  3.99% APR for up to 60 months on models 2021 or newer, with approved T1/T1+ credit based on $18.83/$1,000 financed with approved credit. 750 credit rating or higher. Terms available on approved credit through dealer finance. Cannot be combined with Customer Cash, Lease, Lease Subvention Cash.  Deferred payments offer valid only when financed thru EECU (Educational Employees Credit Union).  With approved credit. Higher rates apply for customers with lower credit ratings. Specific vehicles are subject to availability.  Up to $20,000 Financed. While supplies last. See dealer for details.  Excludes TT&L, registration, insurance, Rockwall Greenlight Bundle, and $150 dealer doc fee. Ends 2.29.24."

   

  Footer - "Disclaimer:
  New vehicle pricing includes all offers and incentives. Tax, Title and Tags not included in vehicle prices shown and must be paid by the purchaser. While great effort is made to ensure the accuracy of the information on this site, errors do occur so please verify information with a customer service rep. **** is easily done by calling us at ************ or by visiting us at the dealership.
  **With approved credit. Terms may vary. Monthly payments are only estimates derived from the vehicle price with a 72 month term, 5.9% interest and 20% downpayment.
  *Toyota of Rockwalls Employee Pricing for All* Valid on all in stock Toyotas only.  Excludes Grand Highlander and 2024 Tacoma. See dealer for details. Customers must finance with Toyota of Rockwall.
  Deferred payments offer valid only when financed thru EECU (Educational Employees Credit Union).  With approved credit. Higher rates apply for customers with lower credit ratings. Specific vehicles are subject to availability.  Up to $20,000 Financed. While supplies last. See dealer for details. Excludes TT&L, registration, insurance, Rockwall Greenlight Bundle, and $150 dealer doc fee. Ends 2.29.24.
  3.99% APR for up to 60 months on models 2021 or newer, with approved T1/T1+ credit based on $18.83/$1,000 financed with approved credit. 750 credit rating or higher. Terms available on approved credit through dealer finance. Cannot be combined with Customer Cash, Lease, Lease Subvention Cash.  Deferred payments offer valid only when financed thru EECU (Educational Employees Credit Union).  With approved credit. Higher rates apply for customers with lower credit ratings. Specific vehicles are subject to availability.  Up to $20,000 Financed. While supplies last. See dealer for details.  Excludes TT&L, registration, insurance, Rockwall Greenlight Bundle, and $150 dealer doc fee. Ends 2.29.24."

  Business response

  02/27/2024

  To Whom It May ******* at the Better Business Bureau and Relevant Regulatory Authorities:
  As the representative of Toyota of Rockwall, I am compelled to address the complaint filed under the name *********************, concerning an alleged issue with the "Green ***** Bundle" associated with the inquiry of a 2023 Toyota RAV4 Prime, VIN: *****************. It is paramount to assert that this complaint lacks a legitimate basis, both in the factual matrix presented and in its allegations of regulatory non-compliance.
  
  Factual Inaccuracy and Misrepresentation: The complainant, identified as *********************, does not exist within our customer records. The individual associated with the inquiry and potential transaction of the vehicle in question is *******************. At no juncture during her interactions with our dealership did ******************* express dissatisfaction with, or request the removal of, components within the "Green ***** Bundle," which includes but is not limited to window tint, Guidepoint GPS with a three-year subscription, and a lifetime powertrain warranty. **** critical omission in communication undermines the validity of the complaint filed.
  
  Compliance with ***** Administrative Code: Toyota of Rockwall operates in strict adherence to the guidelines and regulations as stipulated by the ***** Administrative Code for Vehicle Sales Advertising as enforced by the ***** ********** of ***** Vehicles. The assertion within the complaint that our practices constitute "false advertising" is not only unfounded but also incorrectly interprets the legal framework governing automotive sales and advertising in *****. Our dealership's disclosures are clearly outlined on our website and during the sales process, ensuring full transparency and compliance with all applicable statutes and regulations.
  
  Unwarranted BBB Complaint: The filing of this complaint with the Better Business Bureau, based on inaccuracies and a misinterpretation of regulatory compliance, is unwarranted and unjustly tarnishes the reputation of Toyota of Rockwall. It is our position that this complaint should not be permitted to stand on the public record, as it misleads potential customers and stakeholders about our business practices and commitment to regulatory compliance.
  
  Request for Retraction: We hereby request a retraction of the complaint from the BBB's records due to the baseless nature of the allegations made against Toyota of Rockwall. Our dealership remains committed to engaging in constructive dialogue to resolve any genuine customer concerns, provided that such concerns are factually communicated and with the appropriate involved parties.
  
  Conclusion: Toyota of Rockwall is dedicated to ethical business practices, customer satisfaction, and compliance with all regulatory requirements. We take any allegations of misconduct seriously; however, it is essential that such allegations are founded on accurate information and a correct understanding of the law. We trust that this response clarifies the situation and underscores our position regarding the unfounded nature of the complaint filed.
  
  *************************************************************************************************************************************
  
  Vehicle Description on page - "2023 Toyota RAV4 Prime SE We purchased this for a DEMO but didnt use it.
  Toyota RAV4 Prime Clean CARFAX. Midnight Black AWD 2.5L 4-Cylinder DOHC CVT Do not miss this thrill ride, we are excited about this one..., Handsfree Bluetooth phone and entertainment, Alloy Wheels, Non-Smoker, keyless start, RAV4 Prime SE, 4D Sport Utility, 2.5L 4-Cylinder DOHC, CVT, AWD, Midnight Black, ******************* Trim, ABS brakes, Air Conditioning, AM/FM radio: SiriusXM, Auto High-beam Headlights, Brake assist, Exterior Parking Camera Rear, Fabric Seat Trim, Illuminated entry, Low tire pressure warning, Power driver seat, Power windows. Certified.
  **** vehicle has been through an extensive multi point inspection by an ASE Certified Technician. All necessary services have been done for the appropriate mileage interval as deemed necessary. We have also reconditioned this vehicle inside and out to provide you with as near a new car experience as can be expected from a vehicle of this year and mileage. *******************. Family owned & operated. Get Pre-Approved at:
  
  ********************************************************************
  
  Free CARFAX report. Large ****** Used Car Super Store serving North *****. Call Rockwall Toyota today.
  
  
  The inventory listed on this page is a sampling of the total inventory available at our dealership, to find out about our complete inventory please call or visit us at www.toyotarockwall.com. *Offer does not include tax, title, license or $150 Doc fee. Offer does not include Green ***** Bundle. Green ***** Bundle may include items such as window tint, nitrogen-filled tires, 4 month BG Protection plan, and a 2-year/25,000-mile scheduled maintenance plan. Please see dealer for details. Se Habla EspanoL.*Picture may not represent actual vehicle. Price varies based on Trim Levels and Options. See Dealer for in-stock inventory and actual selling price. All prices plus tax, title and license with approved credit. MSRP includes delivery, processing, and handling fees. Dealer doc fee $150.00 not included in price. Prices may be different outside of each advertised period and do not necessarily reflect cash price at any other time.
  Offer does not include dealer installed options. Dealer installed options vary depending on vehicle and may include items such as window tint, nitrogen, pin striping etc. Some vehicles may be void of dealer installed options. Please see dealer for details."
  Details button -"Disclaimer:
  New vehicle pricing includes all offers and incentives. Tax, Title and Tags not included in vehicle prices shown and must be paid by the purchaser. While great effort is made to ensure the accuracy of the information on this site, errors do occur so please verify information with a customer service rep. **** is easily done by calling us at ************ or by visiting us at the dealership.
  **With approved credit. Terms may vary. Monthly payments are only estimates derived from the vehicle price with a 72 month term, 5.9% interest and 20% downpayment.
  *Toyota of Rockwalls Employee Pricing for All* Valid on all in stock Toyotas only.  Excludes Grand Highlander and 2024 Tacoma. See dealer for details. Customers must finance with Toyota of Rockwall.
  Deferred payments offer valid only when financed thru EECU (Educational Employees Credit Union).  With approved credit. Higher rates apply for customers with lower credit ratings. Specific vehicles are subject to availability.  Up to $20,000 Financed. While supplies last. See dealer for details. Excludes TT&L, registration, insurance, Rockwall Greenlight Bundle, and $150 dealer doc fee. Ends 2.29.24.
  3.99% APR for up to 60 months on models 2021 or newer, with approved T1/T1+ credit based on $18.83/$1,000 financed with approved credit. 750 credit rating or higher. Terms available on approved credit through dealer finance. Cannot be combined with Customer Cash, Lease, Lease Subvention Cash.  Deferred payments offer valid only when financed thru EECU (Educational Employees Credit Union).  With approved credit. Higher rates apply for customers with lower credit ratings. Specific vehicles are subject to availability.  Up to $20,000 Financed. While supplies last. See dealer for details.  Excludes TT&L, registration, insurance, Rockwall Greenlight Bundle, and $150 dealer doc fee. Ends 2.29.24."
  
  Footer - "Disclaimer:
  New vehicle pricing includes all offers and incentives. Tax, Title and Tags not included in vehicle prices shown and must be paid by the purchaser. While great effort is made to ensure the accuracy of the information on this site, errors do occur so please verify information with a customer service rep. **** is easily done by calling us at ************ or by visiting us at the dealership.
  **With approved credit. Terms may vary. Monthly payments are only estimates derived from the vehicle price with a 72 month term, 5.9% interest and 20% downpayment.
  *Toyota of Rockwalls Employee Pricing for All* Valid on all in stock Toyotas only.  Excludes Grand Highlander and 2024 Tacoma. See dealer for details. Customers must finance with Toyota of Rockwall.
  Deferred payments offer valid only when financed thru EECU (Educational Employees Credit Union).  With approved credit. Higher rates apply for customers with lower credit ratings. Specific vehicles are subject to availability.  Up to $20,000 Financed. While supplies last. See dealer for details. Excludes TT&L, registration, insurance, Rockwall Greenlight Bundle, and $150 dealer doc fee. Ends 2.29.24.
  3.99% APR for up to 60 months on models 2021 or newer, with approved T1/T1+ credit based on $18.83/$1,000 financed with approved credit. 750 credit rating or higher. Terms available on approved credit through dealer finance. Cannot be combined with Customer Cash, Lease, Lease Subvention Cash.  Deferred payments offer valid only when financed thru EECU (Educational Employees Credit Union).  With approved credit. Higher rates apply for customers with lower credit ratings. Specific vehicles are subject to availability.  Up to $20,000 Financed. While supplies last. See dealer for details.  Excludes TT&L, registration, insurance, Rockwall Greenlight Bundle, and $150 dealer doc fee. Ends 2.29.24."

  Business response

  02/27/2024

  To Whom It May ******* at the Better Business Bureau and Relevant Regulatory Authorities:
  As the representative of Toyota of Rockwall, I am compelled to address the complaint filed under the name *********************, concerning an alleged issue with the "Green ***** Bundle" associated with the inquiry of a 2023 Toyota RAV4 Prime, VIN: *****************. It is paramount to assert that this complaint lacks a legitimate basis, both in the factual matrix presented and in its allegations of regulatory non-compliance.

  
  Factual Inaccuracy and Misrepresentation: The complainant, identified as *********************, does not exist within our customer records. The individual associated with the inquiry and potential transaction of the vehicle in question is *******************. At no juncture during her interactions with our dealership did ******************* express dissatisfaction with, or request the removal of, components within the "Green ***** Bundle," which includes but is not limited to window tint, Guidepoint GPS with a three-year subscription, and a lifetime powertrain warranty. **** critical omission in communication undermines the validity of the complaint filed.

  
  Compliance with ***** Administrative Code: Toyota of Rockwall operates in strict adherence to the guidelines and regulations as stipulated by the ***** Administrative Code for Vehicle Sales Advertising as enforced by the ***** ********** of ***** Vehicles. The assertion within the complaint that our practices constitute "false advertising" is not only unfounded but also incorrectly interprets the legal framework governing automotive sales and advertising in *****. Our dealership's disclosures are clearly outlined on our website and during the sales process, ensuring full transparency and compliance with all applicable statutes and regulations.

  
  Unwarranted BBB Complaint: The filing of this complaint with the Better Business Bureau, based on inaccuracies and a misinterpretation of regulatory compliance, is unwarranted and unjustly tarnishes the reputation of Toyota of Rockwall. It is our position that this complaint should not be permitted to stand on the public record, as it misleads potential customers and stakeholders about our business practices and commitment to regulatory compliance.

  
  Request for Retraction: We hereby request a retraction of the complaint from the BBB's records due to the baseless nature of the allegations made against Toyota of Rockwall. Our dealership remains committed to engaging in constructive dialogue to resolve any genuine customer concerns, provided that such concerns are factually communicated and with the appropriate involved parties.

  
  Conclusion: Toyota of Rockwall is dedicated to ethical business practices, customer satisfaction, and compliance with all regulatory requirements. We take any allegations of misconduct seriously; however, it is essential that such allegations are founded on accurate information and a correct understanding of the law. We trust that this response clarifies the situation and underscores our position regarding the unfounded nature of the complaint filed.

   

  *************************************************************************************************************************************

   

  Vehicle Description on page - "2023 Toyota RAV4 Prime SE We purchased this for a DEMO but didnt use it.
  Toyota RAV4 Prime Clean CARFAX. Midnight Black AWD 2.5L 4-Cylinder DOHC CVT Do not miss this thrill ride, we are excited about this one..., Handsfree Bluetooth phone and entertainment, Alloy Wheels, Non-Smoker, keyless start, RAV4 Prime SE, 4D Sport Utility, 2.5L 4-Cylinder DOHC, CVT, AWD, Midnight Black, ******************* Trim, ABS brakes, Air Conditioning, AM/FM radio: SiriusXM, Auto High-beam Headlights, Brake assist, Exterior Parking Camera Rear, Fabric Seat Trim, Illuminated entry, Low tire pressure warning, Power driver seat, Power windows. Certified.
  **** vehicle has been through an extensive multi point inspection by an ASE Certified Technician. All necessary services have been done for the appropriate mileage interval as deemed necessary. We have also reconditioned this vehicle inside and out to provide you with as near a new car experience as can be expected from a vehicle of this year and mileage. *******************. Family owned & operated. Get Pre-Approved at:
  
  ********************************************************************
  
  Free CARFAX report. Large ****** Used Car Super Store serving North *****. Call Rockwall Toyota today.
  
  
  The inventory listed on this page is a sampling of the total inventory available at our dealership, to find out about our complete inventory please call or visit us at www.toyotarockwall.com. *Offer does not include tax, title, license or $150 Doc fee. Offer does not include Green ***** Bundle. Green ***** Bundle may include items such as window tint, nitrogen-filled tires, 4 month BG Protection plan, and a 2-year/25,000-mile scheduled maintenance plan. Please see dealer for details. Se Habla EspanoL.*Picture may not represent actual vehicle. Price varies based on Trim Levels and Options. See Dealer for in-stock inventory and actual selling price. All prices plus tax, title and license with approved credit. MSRP includes delivery, processing, and handling fees. Dealer doc fee $150.00 not included in price. Prices may be different outside of each advertised period and do not necessarily reflect cash price at any other time.
  Offer does not include dealer installed options. Dealer installed options vary depending on vehicle and may include items such as window tint, nitrogen, pin striping etc. Some vehicles may be void of dealer installed options. Please see dealer for details."

  Details button -"Disclaimer:
  New vehicle pricing includes all offers and incentives. Tax, Title and Tags not included in vehicle prices shown and must be paid by the purchaser. While great effort is made to ensure the accuracy of the information on this site, errors do occur so please verify information with a customer service rep. **** is easily done by calling us at ************ or by visiting us at the dealership.
  **With approved credit. Terms may vary. Monthly payments are only estimates derived from the vehicle price with a 72 month term, 5.9% interest and 20% downpayment.
  *Toyota of Rockwalls Employee Pricing for All* Valid on all in stock Toyotas only.  Excludes Grand Highlander and 2024 Tacoma. See dealer for details. Customers must finance with Toyota of Rockwall.
  Deferred payments offer valid only when financed thru EECU (Educational Employees Credit Union).  With approved credit. Higher rates apply for customers with lower credit ratings. Specific vehicles are subject to availability.  Up to $20,000 Financed. While supplies last. See dealer for details. Excludes TT&L, registration, insurance, Rockwall Greenlight Bundle, and $150 dealer doc fee. Ends 2.29.24.
  3.99% APR for up to 60 months on models 2021 or newer, with approved T1/T1+ credit based on $18.83/$1,000 financed with approved credit. 750 credit rating or higher. Terms available on approved credit through dealer finance. Cannot be combined with Customer Cash, Lease, Lease Subvention Cash.  Deferred payments offer valid only when financed thru EECU (Educational Employees Credit Union).  With approved credit. Higher rates apply for customers with lower credit ratings. Specific vehicles are subject to availability.  Up to $20,000 Financed. While supplies last. See dealer for details.  Excludes TT&L, registration, insurance, Rockwall Greenlight Bundle, and $150 dealer doc fee. Ends 2.29.24."

   

  Footer - "Disclaimer:
  New vehicle pricing includes all offers and incentives. Tax, Title and Tags not included in vehicle prices shown and must be paid by the purchaser. While great effort is made to ensure the accuracy of the information on this site, errors do occur so please verify information with a customer service rep. **** is easily done by calling us at ************ or by visiting us at the dealership.
  **With approved credit. Terms may vary. Monthly payments are only estimates derived from the vehicle price with a 72 month term, 5.9% interest and 20% downpayment.
  *Toyota of Rockwalls Employee Pricing for All* Valid on all in stock Toyotas only.  Excludes Grand Highlander and 2024 Tacoma. See dealer for details. Customers must finance with Toyota of Rockwall.
  Deferred payments offer valid only when financed thru EECU (Educational Employees Credit Union).  With approved credit. Higher rates apply for customers with lower credit ratings. Specific vehicles are subject to availability.  Up to $20,000 Financed. While supplies last. See dealer for details. Excludes TT&L, registration, insurance, Rockwall Greenlight Bundle, and $150 dealer doc fee. Ends 2.29.24.
  3.99% APR for up to 60 months on models 2021 or newer, with approved T1/T1+ credit based on $18.83/$1,000 financed with approved credit. 750 credit rating or higher. Terms available on approved credit through dealer finance. Cannot be combined with Customer Cash, Lease, Lease Subvention Cash.  Deferred payments offer valid only when financed thru EECU (Educational Employees Credit Union).  With approved credit. Higher rates apply for customers with lower credit ratings. Specific vehicles are subject to availability.  Up to $20,000 Financed. While supplies last. See dealer for details.  Excludes TT&L, registration, insurance, Rockwall Greenlight Bundle, and $150 dealer doc fee. Ends 2.29.24."

• Initial Complaint

  11/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Toyota of Rockwall is using deceptive practices to sell consumers unwanted add-ons. I went to Toyota of Rockwall on October 19th, 2023 to buy Rav4. They only had one on the lot, and it was not what I wanted. I built a car online but they told me that it could not be shipped to *****. My requirements were the color, no fabric seats, and car play. Those were the only things I cared about. I told them I did not want any after markets. My sales rep brought me an option of 2023 RAV4 with the price blown up due to aftermarket options added to bring the price of that car close to the price of a car I had built online. I had built the car I wanted. They just added a lot of options I did not want to make it as expensive, but not the same. My built car was all wheel drive, for example. The one they offered was not, but it had mud guards and roof rails, and etc I did not want all of that. Just because I could afford 36K did not mean they had to sell me thing I was not willing to pay for. I told him that I liked the car, but I am only willing to pay base packet and destination fee. I did not want any distributor or ************** added. And from there he started selling me all of the options I did not want. We went over each one of them, and I said NO to all of them. Distributor packet included roof rails. I specifically told my rep that I did not want those rails. In my opinion they make car look ugly. I never load anything on top of my car. As a response to that my sales man said, But you can put kayak on top of it. I told him I did not have kayak, and I was not going to load it! There was a red suv in show room with rails on top. And here is the proof that we were discussing it, he said, But you could do this He climbed on the footstep of that suv, grabbed the rails and started jumping on it!I am sure show room has cameras. If you check the footage for October 19 at around 4:45 to 5:45 pm, you will see him jumping on that footstep. This presentation did not convince me to add rails.After I told him I wanted nothing added he left and came back with a paper that did not list any specifications just the price, $750 rebate, and TOYOTA ******************* package added! I told him to remove Green ****** and I would come back the next day to finish.When I came back the next day Toyota Green ***** was still on that piece of paper. I asked to remove it. He came back with removed Toyota Green ***** package, and they removed $750 rebate. He stated that they offered rebate mistakenly. Rebate was only for ****, and my car was 2023. They knew it was 2023. I think it was because I requested that service package to be removed. It is extremely hard to follow their changes. After long negotiations they asked me to make a downpayment of $1000.00 and they wanted me to sign a non-refundable waiver. How can one sign that waiver without even seeing a car?! It literally stated that downpayment would only be refunded if Toyota stopped making that model! I made downpayment without that waiver. When car arrived, and I came to the dealership, to my surprise, rails were on the roof. I opened the glovebox and took out MSRP disclosure. I did not see MSRP disclosure during the negotiations. Not once! I had no clue what was included in the price. Distributor packet was included. They did add it on even though I made it very clear that I did not want any add-ons. There was paint protector package that my sales man could not explain. I told him to remove it, and he asked me, What am I supposed to do with it? He did not know what it was for and he wanted me to pay for something none knew. He said it would be more expensive if they removed that distributor package. They never showed me what was included in the price. If I knew, I would not have agreed to that. I still demanded removal of connectivity kit and paint protection, since it did not include any labor. They removed those two. I was stuck with the remainder $1000 of unwanted addons.

  Business response

  11/28/2023

  I trust this message finds you well. We are writing to address a recent complaint filed by *********************** and seek your assistance in rectifying any potential misunderstandings.
  

  ************** visited our dealership in search of a Toyota Rav4 for her daughter, who was scheduled to visit from ********** within **** days. Although she initially considered a **** Rav4 with a $1,000 rebate, logistical constraints prevented us from securing the specific exterior and interior colors she desired within the specified timeframe. Consequently, she opted for a 2023 model with a favorable APR of 3.99%.
  

  To accommodate **************' requirements promptly, our New Cars director found a suitable match at another dealership. ************** agreed to the terms and pricing, signing the necessary documentation before our director initiated contact with the *********** dealership for the trade. We possess a comprehensive record of all signed documentation, confirming the agreed-upon terms throughout the transaction.
  

  Upon receiving the vehicle, ************** expressed dissatisfaction with certain Factory Installed options from Toyota, despite her prior awareness of these features when signing the agreement. Notably, she did not raise concerns about Dealer Installed options, for which she was not charged. Despite our limited control over the Factory Installed options, we opted to alleviate her concerns by offering a $400 reduction.
  

  In recognition of **************' affiliation with the Navy ******************** and her husband's military service, we extended a $500 discount. Additionally, our Service Director went above and beyond, driving 45 minutes to **************' residence in ******** to assist her in connecting the garage door button to her home.
  

  The recent BBB complaint has left us perplexed, as it appears to contain inaccurate information about the transaction. We kindly request a thorough review. We believe that a fair assessment will demonstrate the transparency and commitment to customer satisfaction that underpinned our interactions with ***************

  
  

  Customer response

  11/28/2023

  Response from Toyota of Rockwall contains incorrect information, and proves that they do not listen to customer needs, and push their own agenda. 

  I did not need a vehicle within 7 days. I needed it by the end of December. My daughter is in college in **********, and comes to ***** December 16 for winter break. I told them I had plenty of time. Car is parked in the garage right now. I still do not need it. She will drive it to ********** in January! 

  Service manager did drive to my residence. He is the only great employee at the whole dealership. But  I live in Rockwall, not ********! My residence is 4 miles away from the dealership. And he drove to fix what was forced on me and not working. 

  As I said, 2 options were removed, but not entire distributor packet. I told the sales man multiple times that I didnt want any after market.

  Also, 750 rebate was offered on 2023. It was taken out after I requested them to remove Toyota Green ***** Package. I did not discuss **** model with them. Negotiations were about 2023 model . 

   

  Customer response

  11/29/2023

  I am rejecting this response because:   

  Response contains inaccurate information. I did not need a car within 7 days! I needed it by the end of December! That statement from dealership proves that none cares or listens to the needs of the customer. My daughter is still in school in **********. She is flying to ***** on December 16. RAV 4 is parked in the garage. I still do not need it!

  Also, I do not live in ********! I live in Rockwall 5 miles away from Toyota of Rockwall. Service manager drove to my residence to fix what was not working. He is great, and I am thankful for what he did. I did not want that homelink, I didnt even realize I was purchasing it! It was not disclosed on the paper I signed. I was forced to buy it and it was not working he fixed it. It was the right thing to do, and only he understood it! But it was not *************************** Rockwall, not ********. Check your facts, listen, and be transparent. 

  $750 rebate was offered to me on 2023 model. Negotiations were only about 2023 model. I did not discuss **** model. 

  I did sign, but nothing was disclosed. If I saw distributor packet included, I wouldnt have signed. 

  Customer response

  11/29/2023

  This is the paper with 750 rebate shown. It is 2023 Toyota RAV4. They took it out later along with *******************

  Business response

  11/29/2023

  The provided response contains inaccuracies. Enclosed is a copy of the October 2023 incentives from Toyota Corporation for your reference. Notably, the $750 rebate is explicitly applicable to the **** Rav4 model year. It is essential to clarify that the 2023 Rav4 model years were, in fact, eligible for a low APR rating when financed through Toyota Financial Services.

  *********************** completed and signed all necessary paperwork well before the vehicle was traded from another dealership, a process necessitated by her tight timeline constraints. Despite the logistical challenges, our Service Director went the extra mile by personally traveling to **************' residence, irrespective of its location, to assist in setting up her Homelink.

  We believe it is crucial to ensure that accurate information is conveyed, and we appreciate your attention to these details in the resolution of this matter.

  Customer response

  11/29/2023

  I am rejecting this response because:   Response validates my point that  employees at Toyota of Rockwall do not listen to the customer nor do they read customers written response. I DID NOT HAVE TIGHT TIME CONSTRAINTS. I could have waited till the end of December. I never said I needed the car in 7 days. I still do not need it.

  Yes, I signed everything well before car was delivered. But I did not see the car. And what I signed did not indicate that Distributor Packet was included into the price. If it was disclosed, I wouldnt have signed it. 

  I am attaching the picture of one of the papers you presented to me with 750 rebate listed under 2023 RAV4. And it doesnt show any distributor packet listed. That is why I call your practice  deceptive. 

  Again, I hadn't seen the car, and paperwork did not indicate distributor packet was included.

   

• Initial Complaint

  07/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Contacted the dealership on 7/3/2023 about a 2023 Toyota GR Corolla Circuit Edition AWD 5. VIN: *****************. Advertised pricing of ****: $45,551 & Green ***** Price of: $45,551. I called the ***************** stated that the vehicle would be for sale at, "**** Only'; though, stated further that they'd be including a "Green ***** Package" which on their website a "Green ***** Price" for this vehicle is the same as the **** of "$45,551". Due to this, the assumption would be that it's a non-charged package. They continue to say it's $3,989.00 and is non-negotiable in the sale of the vehicle. This is a bait & switch tactic, and deceptive sales practices that violates *********** Statute ******* "False, Deceptive, Unfair, or Misleading" & *******. I would like this dealership to fix their practices, sell the vehicles as advertised, or adjust all their current + future pricing to accurately reflect the pricing the vehicle is being sold for.

  Business response

  07/24/2023

  To whom it may concern:

  Thank you for bringing light to this matter. Following a comprehensive investigation, it has come to our attention that during the migration of data from our marketing company to our new website, certain information did not transfer correctly. Specifically, we have identified discrepancies in the representation of our dealer add-ons within the listings of our vehicles.

  As a result, we are committed to implementing prompt and effective measures to rectify the situation. Our team will work on making the necessary adjustments to ensure that all dealer add-ons are appropriately and precisely stated for every vehicle listed on our platform moving forward.

  We hold ourselves to the highest standards of accuracy and transparency, and this incident serves as a push to reinforce our data management processes to prevent such occurrences in the future.

  Thank you once again for drawing our attention to this matter.

  Sincerely,

  *********************

  Director of Customer Experience

  ********************

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I was looking at vehicles I was told that all cars came with a Green ******* that included many items like wheel replacement or repair, paintless dent repair, tint repair, oil changes, etc. You can find this on all the window stickers on the lot. I was told that in no way could this package be removed from the sale as all cars had it and what a benefit it was to have these items. In February I reached out about the *** and was told I don't have that listed on my car. I was told to call the guy who did the finance portion, as it must have been missed, and he said I did not have it so I asked him to speak with my salesman, who has stated even after the purchase that all of these items are included with all cars sold and the Green ******* cannot be removed as it was on the sticker on the window. In March I hit a pothole, which bent my wheel, so I scheduled a time to come in to have it repaired or replaced, per the Green *******. I was called back two days later and told the wheel is not covered yet the picture posted here from the salesman of the items that were included, texted to me after the sale, states, "2 year replacement of damaged tire/wheel." I have reached out to Toyota of Rockwall with four emails to the Director of Finance and the Director of Used Cars over a 4 week period with no resolution or communication directly from these men. I even offered to come to them to discuss but nothing.The oil changes are valid and I have been able to get those for free that was included with the Green *******. My salesman was wonderful during the sale and has also been behind me 100% with what was included but unfortunately, he cannot control what finance did after he passed me off to them. The man who did the financing called once after more than two weeks of me emailing everyone involved but I was not available. The day after I called him back and left a message, and again two days after when he didn't call back but his voicemail was full, so I sent an email to everyone again but still silence.

  Business response

  10/05/2023

  *** **** Williams came in around March to get his wheel fixed due to hitting a pot hole on the road. Although he paid only a portion of the Toyota of Rockwall Green ***** Bundle which does not include everything listed in the photos he provided, he did pay for the SecureDrive Tire & Wheel Protection during the finance process. ******************** came to our service department about a bent wheel and was told his warranty does not cover the repair of this bent wheel. In the Toyota ********** Package and SecureDrive Tire & Wheel Protection (both 25k miles/2 year warranty), it states the coverage and replacement of the tire or wheel due to a covered road hazard i.e. blowouts, punctures, or wheel inoperable. The bent wheel was minor and held air in the tire which means the wheel repair is not covered under any of the warranties. Since ******************** was unhappy with the response, our finance director ***************************** upgraded his Gold Warranty to Platinum Warranty free of charge. 

  Document attached is the *************** paperwork for the Tire & Wheel warranty.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a new 2023 Toyota Tacoma on 1/2/23. It was delivered on 1/6/23. A temporary plate on the vehicle had the wrong name and vehicle on it (I did not notice it at the time. 6 weeks later while on a shopping trip to Krogers in ******* I was cited for parking in a handicapped parking space. I am a 100% disable veteran. Ive had that designation since ****. I then discovered the incorrectly enumerated and named license plate. I notified the dealership and was emailed a different temporary license plate. When I asked them about the status of my title transfer and legal ability to reassign my old V plates to the new truck they hemmed and hawed and about a week later I received a text assuring me the title transfer would be complete, the pPerwork in my possession and a check of $122.25 for overage associated with the title transfer would be in my possession a day or two. Here I am now 70 days out and am yet to recieve the refund. I was able to get the parking violation dismissed since I had proof of the title transfer fees paid on 1/6/23. All calls, emails, and te ts from me to them have been futile. I last te *** them on 3/10/23 and am yet to recieve a reply.

  Business response

  10/05/2023

  Reached back out to ******************************* to see if things were resolved. He said things were resolved and it didn't cost him anything with our title clerk. His parking ticket was also dismissed. He still loves his car and is currently being serviced at a dealership closer to him. 

• Initial Complaint

  03/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Nov 30, 2022, I purchased a 2023 Toyota Camry from Toyota of Rockwall to replace a 2022 Camry which was totaled in an accident. The full price of the new car was paid in cash. At the time, I was given only a single key fob and promised that a second fob would be available in 60 days. A single key fob is risky and extremely inconvenient for a married person. In Feb I was told the new fob would be available in April. Now in March I am told the fob will be available in May. Meanwhile, I have the fob from my wrecked 2022 Toyota Camry, also purchased from Toyota of Rockwall, which I believe could be reprogrammed to work for the 2023 Camry. Toyota of Rockwall is refusing to reprogram this fob, even though it has the same part numbers and FCC filings as the new fob. Additionally, the Toyota of Rockwall service department has offered to sell me a new fob and do the service to reprogram it for me for several hundred dollars if I lose the current fob. Apparently a second fob can be had, but Toyota of Rockwall is refusing to provide one or assist in making one available.

  Business response

  06/05/2023

  The manufacturer has only been providing one key fob since October 2022, with the promise of an additional key coming at a future time. The manufacturer is directly contacting consumers with information regarding how to get their second key. They have provided **, the dealer, very little information as far as who, when and how these 2nd keys will be efficiently handled. Attached is the latest update we received from the manufacturer regarding the second key. We can program a previous key to another car, but it requires programming both keys with a new key code. Therefore, the customer would have to pay for programming two keys. 

• Initial Complaint

  12/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 12/13/22 I purchased a used Toyota Highlander and traded in a *********** with high mileage. I took the trade in offer of $2000 so that I did not have to try and sell privately. Our price negotiation was $37,500 for the Highlander, the finance manager was asking $38,500 and I found the internet listing for the vehicle was $37,800. I had to ask 3 times to get them to agree that this was the car after being told it was not. Once they agreed, the manager laughed and said he just didn't want to give me that price and I'm not sure he did. I was in a rush to get my child picked up from school and they kept telling me that they would have me out in time and rushed through the paperwork rather than have me come back the next day to sign papers and swap cars. Everything is done electronically and I never saw any numbers for what I was signing. It's hard to follow when they don't show line by line what charges are added to base price, such as TT&L and protection package that you don't have an option to refuse (I also think this was included in the maintenance package I purchased as well as when it was purchased new a year before). Once I was home and had an opportunity to look over the paperwork, I had questions. It took 2 days to get confirmation that I was only paid $1 for my trade rather than the $2000 that I agreed to. I have still not had anyone walk me through the details of what I was actually charged. By doing the math and going line by line myself, I believe I was charged $38,500 for the base price rather than the $37,500 that we shook on. I have some personal issues with the finance manager that was helping me in his being disrespectful, dishonest and not returning calls to help remedy this situation, then making me feel like a nuisance for asking questions. I want to warn others to be sure they have time and get their questions answered and look confirm all the numbers before signing anything! My sales experience was great until I realized they were dishonest.

  Business response

  03/20/2023

  Business Response /* (1000, 5, 2022/12/29) */ Our finance Director contacted Mrs. ****** in response to this letter and went over all the charges and information. she now understands completely and is satisfied. Consumer Response /* (2000, 7, 2022/12/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did receive a call and got an explanation of the charges. They emailed me the sales form that included the purchase price and should have been in my paperwork. I was given the internet price but not the price we agreed to. The price difference is $300 and not enough for me to be concerned with. They are mailing a check for my trade. This was supposed to used toward the purchase and they explained that I can apply this toward the balance, but of course it will not adjust my monthly payments. I am satisfied with the resolution and appreciate **** taking the time to go over everything with me.

• Initial Complaint

  09/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a vehicle back in August, when I was presented with the first price it had a price of $59,512 including market adjustment, after doing paperwork and asking more documents the price was elevated to 61,500 but now they added 10,900 more, which they later told me they were packages included in the price leaving it at 75,992 taxes and fees included. After that We went to the financing manager's office to check paperwork and finalize the sale. We discussed the value of my trade in which it was a steal after checking with black book and KBB they took it for $25,500 and had it for sale in 48 hrs. for $32,922. when they claimed and advertised to give top amount for your trade in. The final agreement was to increase my trade in 1,500 more (It never happened) What comes next was an unethical and very dishonest sales technique, to sing an e-pad without giving me the chance to look at the monitor to see what I was signing on, and never had a final price break down, or at least discuss the final price, after we were done with signatures and down payment I was handed an envelope with bunch of copies nothing organized, When I put it together I realized the finance guy added all the service agreements on top of the $75,922 somewhere around $82,000 for a truck that started around $59,512 in the beginning. I tried to call the finance manger and arrange a meeting with him but I was told to wait an extra week because he was on vacation. once I finally decided to go in person, I waited to talk to him and I asked to remove the extra service agreements, I was left with a copy of an unfinished document but he said he was going to finish it next day (I don't have a way to verify if it was done) I asked him reason why they increased the dealer mark up and no answer from him, He just told me to contact the sales manager. Next day I contacted sales manager Corey and I asked him to meet so we can discuss my vehicle's price up to this day I'm still waiting for him to return my call

  Business response

  10/13/2023

  Was able to contact and reach out to *************************. He was satisfied that someone finally reached out about this complaint although it has been more than a year since it was submitted. I apologized for the previous experience and we are actively working on making a lot of positive changes to the dealership as a whole. We have new GM and new policies put in place to make sure we are guaranteeing exceptional customer experience here. We have to care for our clients especially our locals. We hope **************** will give us a second opportunity to prove that we are no longer what it was one year ago.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This complaint concerns a car service that we purchased in connection with the purchase of a new vehicle. On January 28, 2022, we purchased a new 2022 Toyota Highlander from Toyota of Rockwall in Rockwall, Texas. When we negotiated the deal, the dealer offered us to get a dealer installed option called the "Green Light Express Bundle". Options added by the dealer include the Toyota Extra Care package and, pin-stripe, VIN-etching, nitrogen, graphics, wheel locks, gold packages, sunroofs, spoilers, ground effects, chrome wheels, shuttle service, and car washes (Our salesman told us 'We can get our car washed as many times as we wanted to'). The cost of the added service was $1,989.00. We have been getting car washes weekly and last week my wife took the car to the Rockwall dealership and a service rep told her Toyota has stopped giving car washes. I called a service manager and asked about the Green Light Express service contract we signed and agreed when we purchased our vehicle. He told me Toyota Headquarters told the Rockwall dealership to stop giving car washes to their customers and I should read the state at: *************************, but unfortunately that page does not exist. So the manager got rid of me without verifying the site. The error I get is " Host is not resolvable." All I want Toyota Motor Inc is to honor their part of the contract or refund me the $1,989.00 we paid for when we bought the vehicle That's all.

  Business response

  11/16/2022

  Business Response /* (1000, 9, 2022/09/28) */ The TOR addendum clearly states that the carwash is complimentary. Due to COVID-19 pandemic impacts that have driven labor force shortages; Toyota of Rockwall suspended its carwash services in June of 2022. This action has protected our employees and preserved our safe and prompt execution of operations.

*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. ↩