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:12/05/2024

  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.

  Bought a "Gold Certified" Tacoma. Immediately had issues where it would not accept fuel (kept shutting pump off when filling). Took it in to have it repaired here and they replaced the gas tank. Returned my truck with only a few gallons of gas so I drove directly to the gas station where it started leaking gas on the ground. Extremely dangerous and caused fumes to enter cab. This repair was covered financially by the premium warranty I purchased at time of sale. Vehicle was purchased 09/2024 and serviced on 11/25/2024 and 11/26/2024

  Business Response

  Date: 12/05/2024

  We are reaching out to consumer to find a reasonable solution to their concerns. 

• Initial Complaint

  Date:12/02/2024

  Type:Customer Service 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.

  So upset do not come here. I told them multiple times my situation so there were no surprises & so they could know ahead of time if they could help me. They kept telling me to come in despite them knowing making it seem like they could help. Wasted hours & took hits to my credit just for them to act shocked when something came up that I told them about multiple times and exactly why I hadnt come in because I figured theyd pull the ************** They will lie to you they had no issue getting anyone else approved but lied to me. Im African American so maybe were not seen as valuable or worth it to Toyota but theyve now messed my credit even more despite me telling them I didnt want to even come in if they werent gonna be able to help. Im so upset and heartbroken dont let them lie to you like they did to me. I will be making a complaint with a higher up regarding the racism here and the deceptive business practices. Wasted hours here when I couldve went elsewhere that actually cared & was honest from the beginning. They didnt have any issues getting other people approved but wanted me to wait until Friday which was uncalled for when others didnt need to wait. Also my sales person kept trying to throw in added extras I did not ask for & I HATE sneaky pressured sales tactics! I kept saying I want a Rav or Highlander, and he constantly showed me cars I had 0 interest in I cant wait to report the discrimination and sales pressure I faced at this place. Maybe also because Im a woman they thought I wouldnt know better. But seeing them lie to me about needing to wait to be approved for Friday and others didnt & pressuring me to get a car I didnt want was very insulting.

  Business Response

  Date: 12/03/2024

  We are reaching out to consumer to find a reasonable solution. 

  Customer Answer

  Date: 12/04/2024

  Complaint: 22615517
  
  I am rejecting this response because: business has not reached out to me nor offered any solutions.
  
  Regards,
  
  ******** ******

  Business Response

  Date: 12/04/2024

  We reached out to consumer. Offered a reasonable assessment of her concerns and offered a reasonable solution. 

  Customer Answer

  Date: 12/06/2024

  Complaint: 22615517
  
  I am rejecting this response because: I was only offered for them to run my credit again not necessarily advocating to help. My phone died during our conversation & when I called back the next day no one picked up. I was trying to ask if I had money to put down if Id have better chances to be approved, but the initial conversation was making excuses for wasting time. I really wish they took more initiative to help & advocate for me which didnt happen. Talked around the issue to make it seem like my problem. 
  
  Regards,
  
  ******** ******

• Initial Complaint

  Date:11/25/2024

  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.

  Texas Lemon Law, codified in Chapter 2301 of the Texas Occupations Code, concerning the purchase of my new 2024 Toyota Tundra from Cavender Toyota on 11 September 2024. Despite being a brand-new vehicle, the truck has exhibited ongoing issues with brake noise, rendering it defective and unfit for its intended use.Immediately after purchasing the truck, I reported the brake noise to Cavender Toyota In October 2023, and the issue was documented by their service department. I was informed that there was no recall and that the noise was normal. Unsatisfied with this response, I sought assistance from two other Toyota dealerships, Universal Toyota and *** ******* Toyota, both of which confirmed the brake noise and but were unable to work on the issue stating that there was no recall on the vehicle. I was advised to regularly bring the vehicle in for the brake issue so hopefully Toyota will action.Finally on July 2024, *** ******* Toyota informed me that there is a ***************** Bulletin (TSB) related to the brake issue, but the necessary parts were unavailable. Despite multiple service visits and ongoing complaints, the problem remains unresolved, causing significant inconvenience and undermining my confidence in the reliability of the vehicle.Under the Texas Lemon Law, a vehicle is considered a lemon since the defect or condition substantially impairs the vehicles use, market value, or safety. The issue persists despite a reasonable number of repair attempts by the manufacturer or its authorized dealerships.The brake noise constitutes a significant defect, as it compromises the safety and value of the vehicle. The truck has been subjected to multiple repair attempts without resolution.Finally the *** confirms that Toyota is aware of the issue but has failed to provide a timely remedy.

  Business Response

  Date: 11/25/2024

  We are reaching out to consumer to find a reasonable resolution to this issue. 

• Initial Complaint

  Date:11/11/2024

  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.

  Toyota did a bait n switch on 3 vehicles I have purchased on credit except I was naive of what the finance charge was and my available credit upon exercising those rights to discharge a debt. THe tilla disclosure was not fu;;y expkained to me if it was I would of used my available credit and assign or transfer back to bank to collect my payment dollar for dollar til discharged. window sticker was x amount of dollars and final price was double the amount, then I put 10k in cash and Toyota stacked that on top of the double amount as if it went straight to dealer and diod not come off the principle amount. they kept my 10k I have proof in contracts and their deceptiveness on 3 purchases

  Business Response

  Date: 11/12/2024

  We are reaching out to consumer to find a reasonable solution. 

• Initial Complaint

  Date:10/02/2024

  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 2017 Toyota RAV4 with over ****** miles and also purchased the extended warranty. I took it back to the dealer with noises from the transmission. It turned out it was the transmission. My contract was for over $20,000. They are refusing to fix it and do not want to give me another vehicle. I am a Disabled Veteran and have fell on hard times because my wife died of cancer last year. I am telling you this because I feel I am being taken advantage of because I have a low credit score. It is not right that I am not being helped, especially since I purchased the warranty. Please help me dissolve this contract or help me get another vehicle. Thank you, **** ******

  Business Response

  Date: 10/04/2024

  We will be in communication with consumer to find a reasonable resolution. 

• Initial Complaint

  Date:09/16/2024

  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 am facing ongoing issues with my 2024 Grand Highlander, which was transferred to Cavendar Toyota for continued service after a car wreck in January. Initially serviced by Alamo Toyota, the vehicle has experienced extended delays due to parts on backorder and inadequate servicing. The business was sold without communication, and despite reaching out to multiple CEOs, problems ************* Backorder: Critical parts have been on backorder for nearly eight months. My paid service plan has not addressed the radio issue, which is widely documented in sources like Car and Driver and the Toyota Owners Forum as the "Toyota ************ Club."Additional Charges: I was charged $190 for repeated diagnostics and given a $1000 estimate for a replacement part, which should have been covered by the previous service center. This is despite having Toyota insurance, extended parts warranty, and a service *********** Impact: The ongoing issues are affecting my health and well-being. The vehicle was intended to provide comfort following the loss of my husband but has instead increased my stress.Resolution Request: I seek a buyback of the vehicle and fair compensation for the $40,000 down *************** Information: Please communicate with my daughters, *** ******* *************) and ******* ******* *************), regarding this matter. I authorize them to discuss this issue with Toyota representatives. Attached are the documented email threads with Toyota and dealership CEOs.This summary outlines the key issues and my request for resolution.

  Business Response

  Date: 09/17/2024

  We are aware of consumers concerns and we will reach out to find a reasonable resolution. 

• Initial Complaint

  Date:09/05/2024

  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 own a ********************************* late 2009. It is my wife's and my only vehicle and has been very dependable for all these years. The truck has 115k miles and is in immaculate shape and is still totally factory from the engine to the tailpipe. I have always taken my vehicle to Toyota and have service records filed to show it. On Aug 19th I took her in for an oil/filter change and 24 point inspection. We waited a few hours and left with things ok, so I thought. I have lived in the same home for 30 years and have a spotless driveway and garage where we keep the truck. The next morning I noticed oil on the garage floor. Had to wait until the following week to take it back because of my work. They took it in and inspected it and told me the oil pan failed. I was puzzled with that answer and spoke to the service manager who told me Toyota has records of such failures. So to make this short, they told me they would drill out the oil plug and place an insert in. Next day I had half a quart of oil in my garage. I returned and listened to the ** about oil pan failure so they took it in and said it would take all day. I finally got back at 5 pm and they replaced the pan.I have video of the pre oil change where they show everything spotless under the vehicle. I say they stripped the oil plug and then lied and told me it was the oil pan. It cost me an oil change and an extra $1200 for a new pan to fix their mistake. I have asked customer service for an explanation but they won't call. People do make mistakes, and I don't dispute that. But when they deceive me and try to cover it up, I can't stand that. I think Cavender owes me a better truthful explanation and maybe some compensation for their mistake. Unless Cavender makes good on this I will not be returning for anything. All my friends and associates will also hear of this complaint.

  Business Response

  Date: 09/05/2024

  Cavender Toyota will reach out to consumer to find a reasonable solution. 

  Customer Answer

  Date: 09/10/2024

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

• Initial Complaint

  Date:08/13/2024

  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 have been a loyal customer of ********************** since 2019. On March 25, 2024, I took my 2017 Toyota Tundra to be serviced and a broken blinker to be replaced. After the multipoint inspection, the service advisor informed me that the oil filter housing was cracked and damaged prior to today's service. The cost to replace the cracked oil filter housing would be $440.08. I told the service advisor that I only bring my vehicle to Cavender Toyota so the mechanic must have broken it when it was serviced last. Fortunately, the *** agreed to replace the part at no charge. On July 16, 2024, I took my truck in for a battery replacement. After the multipoint inspection, the service advisor and a tire advisor came over trying to sell me four new tires. The tire advisor gave me a chart that showed manufacture dates of 2018 and 2019 for the tires that I purchased from Cavender in 2020. Thus, Cavender Toyota installed four new tires in 2020 that were two and one year old. I am requesting a full refund of ****** for the old tires installed on my truck and I will never take my vehicle back to Cavender to be serviced. I do not need something terrible happening to me while I am driving. Cavender Toyota is dishonest in trying to sell me a part that I did not break and selling me old tires for my vehicle at full price. I have reported this issue to Toyota **************** and I will report this to the *************************** I will keep copies of these complaints should anything happen to me while driving this vehicle serviced by Cavender Toyota. People are so broken to be this dishonest.

  Business Response

  Date: 08/14/2024

  Cavender Toyota is in contact with consumer and working to find a reasonable resolution. 

• Initial Complaint

  Date:07/30/2024

  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 took a 2014 Toyota FJ Cruiser into Cavender Toyota for service, due to a leaking seal in the rear axel along with some maintenance items. After the service was completed and the final bill was presented I noticed exorbitant charges for the parts, labor, and diagnostic. After paying the bill and receiving the vehicle I noticed the parking break wouldn't even hold the vehicle on a slight incline. I called Cavender Toyota back and asked if they could schedule a time to take care of it. They told me I would have to bring it by and leave it with them and I would need to rent a car from them.After paying such a costly amount for something that should have much less and they don't take care of an issue they created prior to bring the vehicle to them. Cavender Toyota replaced almost every part and adjusted the parking break allowing the vehicle to roll on a slight incline is poor business. They over charge and cause problems. I would like some form of a refund and correction. If not I will need to check into JP court to take this further.

  Business Response

  Date: 07/30/2024

  Original service repairs for the work in question were conducted approximately 9 months and ****** miles ago. Consumer visited Cavender Toyota today 08/30/2024 with concerns over braking system. A brake cable adjustment was performed by technician and tested on a decline road setting. It was determined that braking system is operating correctly, and vehicle was given back to consumer. 

  Customer Answer

  Date: 07/31/2024

  Complaint: 22061778
  
  I am rejecting this response because:

  Cavender Toyota over charges for parts (in the range of a multiplier of x3 or more when the normal range is x1.5 to x2) and labor (amount of bill hours and the rate per hour). I had to take my vehicle back to Cavender or pay another shop to adjust the parking break to the correct setting. This took time out of my days that I would like to be compensated for. Prior to the service at Cavender Toyota the parking break was working as designed, Cavender Toyota serviced everything related to the parking break and set it as when I brought it back to them to fix. I won't ever go back to Cavender Toyota if this is their way of doing business. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:06/27/2024

  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 saw the dealership had a suv like my husband and I had been looking for, I contacted the sales guy so we could go look at the vehicle. This is the second car I buy from them so I trusted this dealership because now that I think about it there were odd signs that make me think they knew about the issue. When we arrived to the dealership they showed us the car but never asked us about test driving it, ***************************** (sales guy) asked us if we liked it and if we were interested on buying it, the car was just what we were looking for so we told him yes! Having 5 kids and always been on the road was challenging but this suv was gonna make things easier because it had tvs. We were so excited to have something for our kids. We told ***** we wanted to finance through our bank (RBFCU) we had done that before so its much affordable, they offered me their finance options but I just wanted to use my bank. I was told that if I wanted the car I had to at least make a down payment because there was a lot of people interested on it but they had just gotten it so there was repairs that had to be done before I would take it home. January 13,2024 we went to the dealership to finally pick up our suv and we had a check from our bank to close the deal, when we met with ***** he said that we were not gonna be able to use our bank because my husbands name could not be in the title paperwork and the check had both of our names. My husband only has a consular ID so they said thats not acceptable for them, we waited more than 2 hours to find a resolution, they offered to give me the $4,000 back from the down payment I made and to finance through them. I then could refinance through my bank so I agreed just because I really wanted to get this car for my kids, when refinancing I obviously paid more of what the original price was(Ive never refinanced before) but it was the biggest mistake Ive done. The car had a manufacturer issue and its been sitting at a dealership since April 4.

  Business Response

  Date: 06/28/2024

  Cavender Toyota is in contact with the consumer and looking for a reasonable resolution.