Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2018 Toyota Sienna in December of 2021 at Alamo Toyota and the extended warranty. I was told that if anything happened to the vehicle it would be covered including the engine so that put my mind at ease. After 2 years I had only put 10 miles on the vehicle because I have a primary vehicle that I drive most of the time. After only 2 years, the car starts overheating. There was coolant in the vehicle but for some reason it overheated and caused engine damage according to the Alamo Toyota service center. No one can tell me why it happened or anything but just said it will cost $15,000 to fix. The warranty company automatically denied the claim because the vehicle overheated. I called Toyota corporate office and they basically said it was not their problem in so many words. Now Im expected to pay $15000 in repairs on a $28000 vehicle that I only had for 2 years and only put 10 thousand miles on. Alamo Toyota told me the claim was denied before the warranty company could investigate. The claim was denied but how did Alamo Toyota know it would be denied before the warranty company? I feel as if I was taken advantage of because Im a woman. This whole experience has been a nightmare. I am stuck with paying for vehicle for the next 4 years that I cant drive.

  Business Response

  Date: 05/16/2023

  ******************* brought her vehicle in for repairs due to the vehicle overheating and upon inspection we found that the vehicle had indeed overheated and was driven until the vehicle started smoking and cut out.  She has an active extended warranty policy with ***, a third party warranty company, sold at the time of vehicle purchase.  The claim for repair was called in and an inspector was sent out to look the vehicle over and he made a determination of failure and relayed this to *** for a coverage decision.  The claim was denied by *** due to what they deemed to be damage caused by overheating (see attached section 8F), in which they feel the operator had knowledge of failure and continued to operate the vehicle causing substantial additional damage:

   

  F. Any mechanical breakdown or FAILURE caused by (a) failure to service the COVERED VEHICLE as recommended by the manufacturer; (b) overheating, regardless of the cause of overheating or resulting from contamination or inadequate amounts of coolant, lubricants, or fluids; (c) continued operation of YOUR COVERED VEHICLE or failure to use reasonable means to protect YOUR COVERED VEHICLE from further damage after a FAILURE occurs; (d) sludge, rust, residue, or corrosion;(e) lack or loss of oil or lubricant, or poor quality lubricant or fluids; or (f) OWNER OR DRIVER NEGLIGENCE OR MISUSE, WHICH SHALL INCLUDE OPERATION OF THE VEHICLE AFTER THE FAILURE OF ANY PART, THE NORMAL OPERATION OF WHICH IS REQUIRED TO MAINTAIN A SAFE ENGINE OPERATING TEMPERATURE. AN UNSAFE ENGINE OPERATING TEMPERATURE IS INDICATED BY GAUGES, WARNING LIGHTS, OR AUDIBLE WARNING SOUNDS.

   

  Our service director called them to inquire and was given the specific clause for denial.  They were willing to speak with ******************* concerning the specific timeline of failure, which may help and to answer any questions that she might have.  He has also spoken with the service advisor, who was told by the *** service rep that overheating was not a condition that was covered but that no decision could be made until the vehicle was inspected. The advisor had relayed this to the customer, which may have be misinterpreted as a denial prior to the warranty company's inspection being made.  If the claim status remains unchanged, we would be willing to work with ******************* on some options to have the vehicle repaired .  

• Initial Complaint

  Date:03/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 14, 2022. I financed a used 2016 ******* Sonata. From Alamo Toyota 281 N. Sales person assured me the vehicle was mechanically sound. 2 weeks after driving off the lot. My oil light comes on. I check for leaks but there are none. I'm 3 quarts low. I call the sales person and he tells me to bring it in to get it checked by the service mechanics. The next day they tell me my car is ready and they gave it an oil change. 2 weeks later I'm driving my car and the same thing happens. I'm 3 quarts low. Sales person tells me to bring it in they will check it again. I tell them the car is not leaking oil. I think it's burning oil. He said they would check it. They had my car almost 2 months. They give me a loaner car while they worked on mine. The sales person calls me and tell me my car is ready. If I have any more problems they will try to work something out If it happens again. I told him I did not trust the vehicle but had no choice to take it back because it's the only vehicle I have. So. I have my car back for 9 days only when the oil light came back on. I texted the sales person back and tell him the same thing is happening. He texted me back he will have the service manager call me. 2 days later service manager calls me and said the 2016 ******* Sonata had a recall and for me to call the ******* dealership. I call the dealership and gave them my vin number to check the recall. The recall for my vehicle was for a anti theft sensor. I believe they knew of these problems with this car but sold it anyways. The say they inspect each car is running soundly with no problems but to this day every 2 weeks I still have to put 3 to 4 quarts of oil so I don't blow my motor. I have paid $1600 in car payment. As my monthly payment is $400 and I am keeping up with my full coverage insurance. I would like Alamo Toyota to refund my money, take their car back and not take a hit on my credit. I was under the impression I was paying for a car with no problems. Please help me.

  Business Response

  Date: 03/17/2023

  We have reached out to the customer and set up a time with ********************* ******* for the vehicle to be inspected for possible warranty engine repair.  At the time of initial inspection this issue was not present (oil levels were normal and no warning lights on) and only after driving the vehicle for a couple of thousand miles did it manifest itself.  The vehicle did have an external leak coming from the valve cover gasket and this issue was addressed on its last visit here.  After still losing oil following this repair, we determined that the oil leak was internal and that ******* has apparently had issues with oil consumption on some of their vehicles and has issued a warranty extension for this concern.  Our service manager has reached out to the manager there at ******* and discussed our findings and they confirmed that it would be a likely candidate for factory assistance with this issue.  We will follow up with both ******* and the customer after they have diagnosed the concern and determined the needed repair.  

• Initial Complaint

  Date:08/31/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I went to the dealership to look at a used Toyota 4 Runner TRD. The salesman told us the price of the used 4 Runner TRD was $66,000 which is more than we wanted to pay for a used vehicle. He told us he had a new 4 Runner Trail Editon for $49,259.00. There was no MSRP sticker on the vehicle, so we took the salesman's word for the price of the 4 Runner. We test drove the 4 Runner and liked it. When my husband was looking over the truck, he found the sticker price in the glove compartment. The **** sticker price for the truck was $44,056.00. We went back to the dealership to talk to the General Sales Manager (*******************) to question the difference in price. We had all our paperwork to show him. He told us we were the 1% that came in to question the price. He told us he would do a "good deed" and take off $3,314.00, but he had to charge us the difference of $1,695.00 for the price of the accessories. The accessories were already included on the **** sticker that should have been on the truck window. The accessories he was charging us for was already installed by the factory.

  Business Response

  Date: 09/01/2022

  I apologize for all the confusion, as that is not how I run my business.  there are so many cars coming in and with little to no inventory mistakes happen.  However, the appearance package you were charged is on everyone of our new vehicles, and those options are not on the original ****.  These are dealer installed options and I've attached a sample.  The price would be the full **** plus the addendum of $1696, which included window tint, clear shield, and nitrogen.  So, your price would have been the **** of $44,056 plus our addendum of $1,696 which would equal $$45,752 plus all your fees.  please let me know if you have any further questions or would like to discuss further.  Thanks again for your business. 

• Initial Complaint

  Date:08/09/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a RAV 4 in 2020. I had 3 different issues with this vehicle/experience and 1 previous resolved. The 2nd one is a trunk issue that didnt close/open intermittently. I brought it in twice before and the service center said they couldnt find anything wrong with it. We showed videos and everything. Fast forward to last Saturday the trunk started making a crunching sound every time it closed and opened. We brought it in to service with ****. After having the vehicle for 24 hours **** stated there is nothing we can do and you have to take it to a body shop. I explained if they would have listened the 1st 2 times we wouldnt be in this issue. I then spoke to ********************* (not sure of the last name) the general manger of Alamo Toyota on Monday. He seemed understanding and empathetic and agreed that **** should have never said it like that or handle the way it was. My wife just got out of survey Monday I explained and told *** its important we have a resolution. Its been 48 hours since then. I have left *** 2 messages on his cel phone that he gave me with 0 response. I have attached the text messages and you will see *************** the message and ignored me. My vehicle is still at Alamo Toyota and I have had 0 contact since Monday at 9:30a. I want the District Manager/Area Manager to call me and I want the trunk fixed. Thank you

  Business Response

  Date: 08/13/2022

  Alamo Toyota has since been in contact with the customer and are resolving the issues.  Alamo originally tried to fix the vehicle, however, the tailgate was still malfunctioning.  *** is currently trying to help the customer trade out of the current vehicle and into another one.  Alamo will continue to rectify an issues that continue.  Thanks 

  Customer Answer

  Date: 08/15/2022

  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. *** has been amazing and you are very lucky to have him leading the team. Without him stepping in and admitting fault (that speaks to his great character) which means a lot that he owned his business. Thanks again now and we love the new highlander! 
  
  Regards,
  
  *************************