ComplaintsforAlamo Toyota Inc

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  03/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  08/31/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  *************************

• Initial Complaint

  02/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  the dealership Alamo Toyota of *********** located at ***************************************************************************** is participating in unfair deceptive act and practices (UDAP) which is a violation of a federal regulation. the is false advertisement. your salesmen are selling vehicle warranties to consumers and are falsely advertising these warranties. They are saying these warranties are good for certain services, when in fact they are not. You sold me an extended vehicle warranty for my Silverado in 03/2021, your salesmen alleged to me, my fiancee and his parents who are joint on the car note that the extended warranty covered oil changes, car servicing and maintenance at any ***** dealership which infact is not true as you advised my fiancee and his parents it has to be done at Alamo and refused to allow the maintenance to be done at the ***** dealership.

  Business response

  02/21/2022

  We have reached out twice to her now, and she was suppose to come in on Thursday the 17th at 4pm but did not show.  Not sure if she got busy with something else, but we have not heard back from her.  We would still like her to come in so we can go over everything with her and explain what she has and what we can do for her.  thanks 

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 25th I went to purchase a used 2017 **** Fusion vehicle at Alamo Toyota in ***********. The day before on the 24th, I spoke to the salesman about the car and he assured me the car was in make-ready and would be ready for viewing and test drive for the next day. When I arrived, the car was not ready and not available for a test drive. I waited a couple of hours after the contract was signed for purchase. When the car was ready, I asked the salesman for the second set of keys for the vehicle since he only gave me one. He stated that the car previously belonged to an employee that works there and would retrieve the other set the next day. I never received a call back as promised by the salesman. I called back to inquire about the other set of keys that was promised to me on 1/31/2022, and the salesman said he would check on the status of the ket. He returned my call and told me the other set was accidentally destroyed by the previous owner some time back and therefore could not get me that set. I had told the salesman on the day of the sale that the second key set was important since it is part of the **** "Mykey" car system that **** has for their vehicle for safe operation options and that I would not be able to access that function without it. I asked for him to talk to his managers and he did, which they said there is nothing they could do to remedy this problem. I called the ********************* dealer in ****** ** where I am located, and they told me the replacement key cost is around 400 and 500 dollars and that Alamo Toyota has the resources and ability to produce the key that I need for the vehicle, but they don't want to invest that time on it. I told the salesman that I would reach out to the Better Business Bureau to resolve this issue to which I got no response.

  Business response

  02/01/2022

  First of all, thank you again for your business.  It is truly appreciated.  I apologize for the inconvenience and experience after the sale.  We owe you a key, so please come in at your convenience and ask for ******************* and he will take care of it for you.  Again, I apologize, and hope you are enjoying your vehicle.  Please let us know if there is anything else we can do for you in the future.  Thanks Tell us why here...

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Toyota Tacoma october 13, 2021. I was told that my plates would be in in 3-4 weeks time. I called back in November, they had not come in.I called back in December, they had not come in, i had to get a renewal on my paper plates that were expired.I called back January 4th, my plates still have not come in. I spoke to ********************* with Sales, and then was transferred 5 times and ended up back talking to *********************. He claimed that my plates still had not come in.He then continued to say that the state of Texas isn't penalizing anyone for expired plates up to 3 months after the expiration date.I asked if this was public knowledge that i could look up on the ** DOT Website, he did not have an answer for me.He then told me he would look into it and give me a call back. I asked him what my call back number was, he then spent 45 seconds looking me up in the system, AKA he had not even pulled me up the first time. Then he told me i wasn't in the system and asked for a call back number. I gave him the call back number however, i whole heartedly feel like he was just trying to get me off the phone.It was poor customer service, that seemed like he wanted nothing to do with me. I will be walking into the store Saturday to talk to as many managers ask i can. Its unacceptable and i am debating getting legal counsel involved.

  Business response

  01/05/2022

  I apologize for the inconvenience, but it looks like this was a lease refinance we had a couple of issues with Toyota financial.  It looks like Andrew spoke to *************************** (title clerk) yesterday and she told him that we are waiting for the statement of facts from Toyota financial.  I apologize for the length of time this is taking but it should be taken care of as soon as we receive that form from Toyota.  it should be in the next day or so.  again, I apologize, and you should have your plates in the next couple of days.  If you need any further assistance with this, ****** will help you in any way she can.  thanks   Tell us why here...

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband made sure he took the car into the dealership before his October deployment and records showed nothing was wrong. About two months ago I noticed the vehicle would jump from 2 to 3 RPM. He changed the spark plugs and the battery. The drive improved but soon started revving again. In September, I called the dealership & described the issue & noted that there was no check engine light or any light indicating anything was wrong. The maintenance personnel said to drop it off for further diagnosis. On October 15, I took the vehicle in for a diagnostic it came back with another clean report and was advised to bring it back in if the problem persist. The next morning, I noticed the vehicle was still behaving the same way. I called the dealership and told them I will bring the vehicle in for a second look. I was insistent on finding out what the problem was and showed them a video of what I was describing the vehicle was doing. The dealership said they would keep it overnight to try and figure out what was wrong. The following evening October 21, I got a call stating that my transmission fluid was black with metal shavings and it was supposed to be red. The transmission fluid could no longer be changed at this point but instead the entire transmission needed to be replaced for $8,947.95! Keep in mind that the average cost of changing the transmission fluid is $250. If my vehicle was properly maintained when we took it into Toyota for ALL the recommended maintenance, we would not be having this issue. We TRUSTED the dealerships to tell us when we needed to have something done. The transmission fluid should have been replaced at ****** miles and it was not. Now we have to replace the entire transmission. Toyota needs to take ownership of their mistake; not properly maintaining our vehicle. It is no fault of our own that it was never indicated to us that the transmission fluid needed to be replaced.

  Business response

  11/17/2021

  The first time ********************* came to our dealership was on 12/14/19 at ******* miles.  How could Alamo Toyota recommend servicing her transmission at ****** miles when she first time here was over ******* miles? She wasn't even our customer.   In response to her stating that her transmission fluid should have been changed out at ****** and it's our responsibility, I totally disagree.  After pulling the vehicle service history from Toyota, the vehicle  didn't even go to any dealership from the mileage of ****** miles until 70,490.  There obviously isn't much concern in servicing the vehicle.  In addition, Toyota doesn't have a recommendation mileage to which the vehicle has it's transmission serviced, so the claim is totally false. She also called Toyota to voice her concern and when they reached out to me, I agreed to "go the extra mile" and reduce the price from $8497.95 to $6046.38 as customer satisfaction.

  Customer response

  11/25/2021

  Complaint: 16105623
  
  I am rejecting this response because:

  
  

  We are a Military Family and have moved to different states. As a result, there is a gap in service; not neglected. On two separate occasions, 14 January & 2 August 2021, in preparing for a deployment my husband took the car in for maintenance so that he can be assured that he is leaving his family with a reliable vehicle.

  
  

  On 2^ndAugust 21, another Multi Point Inspection was done and as you can see on the record the Transmission Fluid section was crossed out which means it wasnt checked, why? It should have been checked to be sure it passed the *** inspection this time around also.

  
  

  On 15 October, I took it in because it was revving from 2-4 RPMs on its own and there was no service lights on. Alamo did a Diagnostic Check and couldnt find anything wrong except that my battery positive cable was not screwed all the way. A week later, on 21 October 21, I took it back in for the same issue when they discovered the transmission fluid had metal shavings and the fluid could no longer be changed but instead the entire transmission needs to be replaced.

  
  

  TOYOTA Maintenance checklist states: INSPECT AND ADJUST ALL FLUID LEVELS. Why was the transmission fluid not checked and serviced in August? We could have caught the dirty transmission fluid back then. Now we have to replace the transmission which cost $7,000 instead of a transmission fluid change that cost an average of $300. We paid for several multipoint inspections, which means for ALL FLUIDS TO BE CHECKED.  We took the car to Alamo Toyota entrusting that they would do their jobs to check ALL FLUIDS and inform us if there was issues or concerns. If the transmission fluid was checked in August 21 and not crossed out, we could have avoided the transmission being unrepairable. 

  
  

  
  Regards,
  
  *******************************

  Business response

  12/04/2021

    I reached out to ********************* and explained how the transmission is sealed and can only be inspected visually from the outside, and that even if the fluid would've been flushed at ******* it wouldn't have prevented the transmission failure.  I also reiterated that we would be willing to replace it at the reduced price, but she stated she had a family friend do some work to it already.  I do think we are on the same page at this time and apologized for any misunderstanding.

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