Complaints

This profile includes complaints for San Marcos Toyota's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  San Marcos Toyota

  5101 I-35 San Marcos, TX 78666

• 

  San Marcos Toyota

  5101 S Ih 35 San Marcos, TX 78666-9597

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:04/14/2025

  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 experienced severe price gouging and price manipulation at this Toyota San Marcos *************** **** ****** was the service manager both times. In fall 2024, I was over charged by about $400 because the technician put the wrong information into the computer to describe how much work they did to my car. Luckily I found the error and was refunded before I left, but I still need a manager to review the charges from 10/17/2024 service. This happened again when I asked **** for a quote to change my tires and replace the spark plugs. He quoted me about $400 over again because he did not apply the services and eligible discounts correctly. I think there is a practice of price gouging based on *** and race at this location, as I've seen negative reviews of other women being over charged at this location, even by the exact same service manager, **** ******.

  Business Response

  Date: 04/18/2025

  Ms. *********,

  We are surprised to hear your very low opinion of our dealership, our team, and one of our employees.  When you requested a quote for replacement tires our service advisor mistakenly quoted the tires without the buy 3, get 1 free promotion running this month; the same mistake AutoNation ***** Austin made when you requested a quote from them.  Mr. ***** acknowledged his mistake and agreed to match the price quoted by Lost Pines Toyota (as you requested), which included the buy 3, get 1 free promotion. 
  
  It is disappointing you would accuse a first-generation Mexican American immigrant of racism and sexism when he and his mother are both employees of our dealership.  In fact, we have many females in leadership positions at our dealership, probably more than any other dealership our size - 2 Service Managers, **************** Manager, Sales Manager, 2 F&I Managers, Controller, Office Manager, IT Manager, *************** Manager and Assistant Parts Manager.  Our dealership would not tolerate a male employee who is sexist when 2 of his managers are females (or for any other reason).  We have African American (Sales Manager), Hispanic American (Sales Manager and 3 F&I Managers), and Asian American (Sales Manager) leaders within our dealership as well, hardly a racist environment.  
  
  San Marcos Toyota has a 4.5 ****** rating on ***** reviews, our service department specifically has a 4.4 ****** rating on ***** reviews, **** has many 5-star reviews, and he earns excellent Toyota CSI scores every month.  

  We have reviewed ** ****** from October 2024 and have confirmed the ** was reduced $231.50 before it was closed and paid to fix the error in the battery replacement being coded incorrectly between pro-rated warranty and customer pay.  

  Again, we are surprised and disappointed to hear your very low opinion of our dealership and our team and hope you are able to service your Toyota Prius at an alternate Toyota dealership that serves you better.  

• Initial Complaint

  Date:03/12/2025

  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.

  Took vehicle in on 2/2/2025 picked up on 2/12/2025 1:30-2PM CST. Engine wire harness replaced. All other components of vehicle running fine. Breaks and tires on for 8 years since car was purchased, not changed no need. Tires, alignment, on car were done 2/12/2025. Upon picking up I was told that testing and diagnostics were completed. Vehicle had issues with the harness in regard to TPMS system even being shown as a display on the dashboard. Hood Hydraulics were broken by staff. Not stated thus was done nor fixed before picking up vehicle. Overall, honorable taking care of issue by replacements OEM at no cost to me is what I am asking for. **** *****: Service ************ *******: ** of entire facility: ***** ******: Tech

  Business Response

  Date: 03/12/2025

  On or about Saturday, February 22nd, the customer ***** ******) picked-up replacement hood struts (valued at $262.25) and a $50 gift card from the San Marcos Toyota service department.  Therefore, we do not understand the customer request as she picked up the new OEM hood struts AND received a $50 gift card as well.  

  Customer Answer

  Date: 03/14/2025

  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. Toyota provided strut parts for hood for both sides. Plus $50 gift card. Also, any problems they will accommodate. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:03/10/2025

  Type:Product 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.

  ****** ****** sold me a 2024 Toyota Rav4 on December 20, 2023. She pitched the **** coverage for $3,9211.51 saying this included annual detailing services. I had a detailing appointment on January 24, 2025. When I received my vehicle after the service, nothing was changed except for the foul odor. The dust, stains, and minor scratches were still there. The leather/upholstery was not even wiped down. Nothing to indicate it was serviced at all. I asked the service person what happened and was informed that detailing was not the correct term as they only reapply paint. I tried contacting ****** on January 30, 2025, including all photos taken right after the service to indicate no service seemed to have taken place, but received no response from her. This **** thing she said included windshield repairs but my slightly cracked windshield was denied repair. I don't know what I'm paying for then, I want this amount removed from my owed amount either by a refund or recomputation of my financing.

  Business Response

  Date: 03/10/2025

  Ms. ******************** you for contacting the BBB with your concerns.  As shown on your Retail Purchase Agreement,the sales price for your 2024 Toyota RAV4 was $39,211.51 and this amount included the purchase price of the RAV4 ($36,213.51) and $1,000 for C-Bond windshield protection, $999 for interior / exterior protection, and $999 for Apex GPS with 5 years of monitoring. 
  
  When you brought your concern about the thoroughness of the detail with your annual interior / exterior protection package reapplication and your concern that the C-Bond windshield protection only covers chip repairs and $100 towards the deductible of replacing your windshield if a repair could not be completed, our management team jumped into action. 
  
  We took a courtesy vehicle to your home, picked up your RAV4, brought it to the dealership, had the vehicle detailed a second time,replaced your windshield, performed all necessary calibrations, and returned your RAV4 to your home with an understanding this was a one-time courtesy replacement of the windshield and we would make sure your next annual detail /re-application is performed to a similar standard.
  
  Therefore, there is no refund due as the C-Bond windshield protection and interior / exterior protection packages are non-cancellable as stated in the contracts signed at the time of purchase.  

  Customer Answer

  Date: 03/14/2025

  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:08/26/2024

  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.

  Got cussed out and they refused to fix a part that is under factory warranty saying theres nothing wrong with my car but I almost crash it every time I drive it due to instability

  Business Response

  Date: 08/26/2024

  The customer purchased a *************************** Corolla Hybrid from San Marcos Toyota on May 20th, 2024; the vehicle was a retired Rent-A-Toyota vehicle from our dealership, was sold as a Certified Used Vehicle, and had ***** miles.  The customer brought the vehicle in on June 3rd, 2024 with ***** miles and a concern about the vehicle pulling to the left.  A four wheel alignment was completed under warranty.  The customer brought the vehicle back to the dealership on June 10th, 2024 with the same concern.  We then had our Shop *******, who is a Toyota Certified Master Diagnostic Technician, test drive the vehicle and he confirmed the vehicle was not pulling and alignment was within specifications.  The customer brought the vehicle to our dealership again on June 17th, 2024 with ***** miles stating the problem still existed.  While our technician did not find any issues with the alignment, we did perform a steering wheel zero turn calibration attempting to resolve the customer's concern.  
  

  At this point in time, we advised the customer should he have an additional concern, it would be best to get a second / different opinion from another Toyota dealership as any Toyota dealership is able to perform warranty work under the Certified Used Vehicle warranty and our Shop ******* did not find anything wrong with the vehicle.  The customer took the vehicle to Universal ********************** for inspection, however, no inspection was performed as the customer was not willing to pay the diagnostic fee should Universal Toyota not find anything wrong with the vehicle that would be covered under warranty.  The customer then took the vehicle to an independent shop (where we believe he is an employee), and a technician at that shop indicated there may be an issue with the front strut.  The customer provided this information to Universal Toyota who told him if the strut was bent or leaking it would not be covered under warranty.  
  

  The customer then brought the vehicle to **********************, again, on July 29th, 2024 with ***** miles requesting we look at the front strut.  We had a second Toyota Master Certified Diagnostic Technician look at the front strut specifically and he was able to obtain warranty approval for strut replacement based on a difference ride height, not an alignment issue.  A four wheel alignment was again completed as part of this repair.  
  

  The customer visited ********************** again on August 12th, 2024 with ****** miles stating the vehicle had gone out of alignment again.  Our Shop ******* test drove the vehicle and did not find any issues.  The Shop ******* then went on a test drive with the customer driving and based on the customer's driving behavior concluded if the vehicle was out of alignment again it would be to driving behavior and would not be a warrantable concern.  We advised the customer we would not endanger a technician or any other team member with a future test drive and advised the customer he needs to visit a different ********************** dealership if he still has a concern.  We advised the customer we were so confident there was not a warrantable issue with the vehicle we would even reimburse him the diagnostic fee when he takes the vehicle to a different Toyota dealership and they find nothing wrong with the vehicle.  We also offered to trade the customer out of the vehicle giving him the purchase price he paid on May 20th, 2024 as the trade in value ($27,798; not the $35,073.48 amount financed that includes $5,399.93 in negative equity).  The customer declined both of these offers.  
  

  Following this visit the customer subsequently returned (unknown date) with his mother and created a confrontation with our Service Director.  We have advised the customer we are no longer willing to do business with him, will not work on his vehicle, our previous offer to trade him out at $27,798 trade-in value is no longer valid, and he is not welcome at our dealership.  The customer had also applied for an open technician position several times over the previous months and we advised him working for our dealership is not a possibility.  
  

  Therefore, we will not honor the customer's request for a refund or exchange in the amount of $35,000.  We will no longer conduct any business with this customer.  

• Initial Complaint

  Date:08/15/2024

  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.

  I purchased a 2024 TRD Off-Road Tacoma (VIN #*****************) from the San Marcos Toyota dealership on August 1, 2024. The dealership stole valuable items that were supposed to come with the purchase. Additionally, the truck has mechanical issues despite being brand new. Due to these problems, I am no longer interested in buying these mechanical issues and missing valuable items in the truck.I have also discovered that the San Marcos Toyota dealership is notorious for ripping off consumers with its highly deceptive tactics.

  Business Response

  Date: 08/15/2024

  The Toyota Tacoma was delivered to San Marcos Toyota without the portable speaker.  This is noted on the delivery document and this document has been provided to the customer.  We have provided the customer documentation we filed a claim with Gulf States Toyota for the missing speaker and are waiting for the speaker to be sent to **.  We offered the customer we would provide a speaker that arrived for a different unit (same situation, was delivered without the speaker) to him immediately, and replace that speaker with the one that will eventually arrive for his Tacoma.  San Marcos Toyota did not steal anything from the customers vehicle.  

  The Tacoma is currently in our service department awaiting parts to make repairs to the customers vehicle and the customer has been provided a courtesy vehicle at no charge by Toyota warranty.  It is very frustrating for a new vehicle to experience a mechanical failure, but it is why new vehicles are retailed with a factory warranty.  

  As the customer owns the Tacoma and their trade-in has been wholesaled, we offered to trade the customer out of this Tacoma, however, unfortunately, there are currently no identical Tacomas within our 5-state area.  We offered to check for an identical Tacoma after the next allocation, which should be available next week.  

  Customer Answer

  Date: 08/16/2024

  Complaint: 22147723
  
  I am rejecting this response because:
  San Marcos Toyota did not inform me that the truck arrived from Gulf without the speaker.Prior to the test drive, I inspected the vehicle and confirmed that the items were present. However, they were removed when the salesperson took the vehicle to fill it with gas. I have attached a picture of the other parts that were also removed but were returned to me when I brought the vehicle back. It is evident that San Marcos Toyota has been caught by their dubious activities. They have deceived me and I not buying this mechanical issues and stolen part vehicle. I request a cancellation of the purchase and a refund of my trade-in car value in cash, as it has been sold according to their claim. I no longer wish to engage in any business transactions with this dealership due to its lack of  transparency and reputation.
  Regards,
  
  *******************

  Business Response

  Date: 08/19/2024

  ************** - If you feel the speaker was there at any point, you are mistaken.  It was noted by the delivery driver, not an employee of San Marcos Toyota, that the speaker was not present when delivered from the distributor to San Marcos Toyota.  Your picture confirms the speaker was not present.  The second picture is of the digital key card that comes with several of our new Toyota models.  As this is the first mention of the key card, we are not understanding what your complaint is regarding, as you were provided the digital key card as evidenced by your picture.  

  You did not bring any of your concerns to the dealership's attention until 14 days after purchase.  There is no option to return the vehicle as the loan has been funded and the vehicle is being registered in your name with the state of Texas.  Once repairs to your Tacoma are complete, you are expected to return our loaner vehicle and pick-up your Tacoma from our service department.  We completely understand your frustration with a brand new vehicle needing repairs within the first ***** miles of ownership, however this does not create an opportunity to say you no longer want the vehicle, void your purchase agreement, and release you from your agreement with the lender.  If you have a concern about the repairs required to your Tacoma so quickly after purchase and covered under Toyota's limited new vehicle warranty, you may contact Toyota's *********************** at ************** or **********************************************************************;

  Customer Answer

  Date: 08/19/2024

  Complaint: 22147723
  
  I am rejecting this response because:

  It is never true that I did not bring any of my concerns to the San Marcos Toyota dealership's attention until 14 days after purchase.

  I purchased the truck on August 1, 2024. I brought these issues to dealership attention on August 2, 2024, as confirmed by the attached chat history. 
  Given the circumstances, I am requesting that you either return my 2016 ******* Sonata or provide the cash value equivalent and cancel this deceptive transaction. I believe this is a fair resolution to the situation.
  Please be advised that I am prepared to pursue all legal avenues to seek justice if this matter is not resolved promptly.
  Thank you for your attention to this matter. I look forward to your prompt response.

  Given the circumstances, I am requesting that you either return my 2016 ******* Sonata or provide the cash value equivalent and cancel this bait and switch transaction. I believe this is a fair resolution to the situation.
  Please be advised that I am prepared to pursue all legal avenues to seek justice if this matter is not resolved promptly.
  Thank you for your attention to this matter. I look forward to your prompt response.

  I purchased the truck on the 1st of August 2024, and I brought the issues to San Marcos Toyota dealership attention on the 2nd of August 2024, see that attached chat history for confirmation. Again, I am expecting the dealership to return my 2016 ******* Sonata or the cash value and cancel this deceptive transaction. I will exhaust every illegal means to seek justice.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:07/05/2024

  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.

  I brought my GR Corolla to address these compiled issues:Issue 1 Bumper gap: front bumper gets dislocated from the main body of the car that can cause road debris/hazard.Dealer action: body shop, parts and install. Post-install, issue still occur. ******************* proposed to glue the bumper shut. Parts and install cost refunded.Owner remedy: refused glue and duct taped the bumper. Issue still exist to date. Provided honest one star survey feedback as to what transpired.Issue 2 flimsy / slipping clutch: causing grindy shifter (1-2-3) or lose control of the vehicles acceleration.Dealer action: indicated as functional. Refused future service and purchase transactions.Owner remedy: vehicle is within warranty period. Interpreted service refusal as retaliatory and discriminatory (given owners Asian ethnicity and veteran status). Will seek service solution elsewhere.Issue 3 oil overheating and rear differential 2WD: might contribute to cars sudden combustion.Dealer action: provided owner with owners manual excerpt indicating normal function without tactile recreation of the issue.Owner remedy: will seek service solution elsewhere.

  Business Response

  Date: 07/06/2024

  *****,

  As noted in your complaint, while our collision center was able to repair your bumper, the problem continues to exist due to the design, is not something we are able to address utilizing Toyota ************************** recommendations, we refunded the charges, and you paid nothing for the work we performed. 

  Included in your complaint is IMG_5104 which already contains a written apology from our **************** Manager. 

  Lastly, we are pleased to hear you will seek a service solution for your GR Corolla elsewhere as we have communicated to Toyota's corporate *********************** (where you also lodged a complaint) that San Marcos Toyota will not perform any work on your vehicles and does not wish to do any business with you in the future.  

  Sincerely,

  San Marcos Toyota

   

  Customer Answer

  Date: 07/08/2024

  Complaint: 21940563
  
  I am rejecting this response because:

  The refusal statement contradicts the continuous advertisements received from San Marcos Toyota dealership.

  Regards,
  
  Jherjames Bisconde

  Business Response

  Date: 07/08/2024

  *****,

  Thank you for notifying us you are still receiving communications.  While we are unable to prevent any future communications as these are also generated by Toyota Motor ************************** Toyota, and ********************* Services, we will mark you as "Do Not Contact" and remove you from all San Marcos Toyota communications in our DMS ****************** System) and CRM ********************************** systems.  

  Sincerely,

  San Marcos Toyota  

  Customer Answer

  Date: 07/14/2024

  Complaint: 21940563
  
  I am rejecting this response because NO written apology received despite contradicting statements. I acted in good faith according to the service and collision managers' recommendations. In fact, the root cause of this BBB complaint is due to my one-star review annotating factual written information (see attached and further documents available upon request).
  
  Regards,
  
  Jherjames Bisconde

• Initial Complaint

  Date:05/22/2024

  Type:Sales and Advertising 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.

  Purchased a vehicle that was touted as certified. Sold as is. Firstly, they told me they would get my rates closer to my credit union rates. Lies. Whatever, Ill refinance immediately. Then they told me they needed to keep the vehicle to get cleaned. Delivered dirty. Took back, they tried to clean it in an hour. Told them no, it takes time to clean it right. Sand in the tracks, unable to adjust the seats. Took 4 hours (probably did nothing to be honest). I took it home. Slowly I started noticing bugs. Not many, one here. One there, but then it was like 3 today. Maybe its the heat pushing them out or that Ive had the vehicle cleaned. But my husband took apart and it is infested and soaked with ***** waste. I have a son with severe asthma (he hasnt traveled in it much, some but not a lot) and a kid that was born premature with lung issues that susceptible to infection. This is now a health hazard issue, not just an ick factor. For $50,000, it should not be ***** infested. I dont even want to drive it because I almost wrecked the last time a ***** came out of the vent at me. Or the time (3 days after purchase, I have photo proof) that when I turned on the defroster, bug parts flew out and got in my mouth. I couldnt believe it, that a reputable dealer would sell something. And then, tried to say it was my fault when I called. The way they tried to deliver the vehicle with dust and dander on the steering column suggests they do not care. I have anxiety and potential health concerns.

  Business Response

  Date: 05/27/2024

  We have addressed this customer's concern, here is a copy of her updated ****** review, "Update: I am adding a star because I did get a call from the general sales manager the next day, he was concerned about the ***** problem and offered a respectable solution. They bought back the car, at full price and got me into a new one. It wasnt an exact exchange but I am okay with the deal. I did get into a new vehicle and it was a fairly easy process. I dont think it was an intentional or nefarious act. Im holding off on updating to more stars, as this is still fresh and Im still not certain. I can say that I no longer have an icky feeling when I get into my car, Im back focusing on driving and not if there is something coming at me or on me. I wasnt pleased I had to go through the process again. But they did make it easier. Cant say less stressful because the whole situation caused some pretty major stress. But it feels like were past the worst of it. I will update again. Also, they never asked for me to update my review. They didnt ask about the complaints I lodged in other places. It feels like they genuinely cared about the situation and not just a hush solution. Im skeptical because I live my life in a cynical state. But the matter was dealt with quickly and easily enough. I did get to gross everyone out with the pictures and that was fun. But Im also still having some residual anxiety, jumpy in my peripheral. So upgraded from failing, reserving my final stars for a few weeks to be sure."  

  Customer Answer

  Date: 05/28/2024

  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:01/18/2024

  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 certified used vehicle on 12/30/2023. (2022 Toyota Camry with 26k miles). The test drive was short and on an uneven stretch of road that one of the salesmen showed me to take. It was not until I left the lot that I noticed the vehicle pulls a little to the left. I contacted the salesman within 2 business days of the purchase to inform him of what I noticed about the vehicle. The salesman, *****, text me that they would take care of the alignment issue. The alignment correction was approved by his manager. When I brought the car in at a scheduled appointment on 1/16/23 to resolve the issue with their service mechanic, I was told that they fixed the alignment, but that it would likely keep occurring over time if I did not fix a "strut" that was out of manufacturer specification. I immediately text the salesman again to let him know of my findings and was told (via text) that they would "take care of it." I left the car there to be repaired. Then was informed by the service ***** that the sales manager will not approve the strut repair. And sales manager asserted that the car was "fine" when it sold. I was also informed by Service that the original certification inspection was on 11/10/2023. That was 50 days between the date it was "fine" and the date I purchased it. The strut will always pull the car out of alignment unless I fix it. Which is costly. I am requesting that the dealership make good on their original "certified" inspection and fix the car that obviously was sold to me broken. I also feel that since they knew at the time that my father was in ICU (Primary purchaser) they took advantage of this situation and sold me certified product they do not intend on honoring. I have always bragged about this company and cannot believe that their management staff does honor the promises made by its salesmen or certifications they sell, just to make a dollar.

  Business Response

  Date: 01/24/2024

  While we disagree with pretty much everything in the customer's complaint, due to a miscommunication within our team, we are going to have the strut replaced at no cost to the customer.  

• Initial Complaint

  Date:10/23/2023

  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.

  In May 2022, I purchased a used 2017 ******* Tucson from San Marcos Toyota. Within 2 weeks of purchasing, my transmission began to fail. I took it back to San Marcos Toyota, and they advised me to take it to a ******* dealership. It took months to get an appointment and I had to drive over an hour to get to the nearest/soonest appointment. The ******* dealership in ******* was unable to fix the problem. I took my car to a trusted mechanic and they diagnosed needing my transmission replaced. I took the car back to San Marcos Toyota with the information I was given. They told me they would diagnose it themselves and proceed to file a claim with my warranty. Later I was told my car was dropped off at *********************. Toyota did not diagnose a problem, just took my vehicle there. A month later I was informed my clutch was replaced (NOT MY TRANSMISSION). That did not resolve the problem. I have since taken my vehicle to San Marcos Toyota and that ******* dealership 4-5 times, with no resolution. San Marcos Toyota will not do a proper diagnostic on my car as I ask them to do, even when I read them the common complaints about the dual clutch transmission and ask them specifically to check that. They keep sending me away saying nothing is wrong with my vehicle. I took my car for an oil change and they kept my car overnight!? Less than **** miles later, my vehicle is 2 quarts low on oil. When I contacted San Marcos Toyota, they said I should have someone look at my engine consumption and transmission. I repeated that I have been asking them to do these things for over a year and their staff will not do so. My warranty should cover every single repair I have asked them to do and they WILL NOT take my car to perform the work or even diagnose an issue.

  Business Response

  Date: 10/24/2023

  Ms. ****************************,

  You are correct, you purchased a vehicle service contract and if there is an issue with your engine or transmission, it would likely be covered by the VSC.  We have attempted to duplicate the transmission issue and have been unable to; this is why we recommended you visit a ******* dealership for both your transmission concern and the potential oil consumption issue.  We are not a ******* dealership and do not have the same capabilities as a ******* dealership to diagnose and repair their manufacture models and the reason we took it to a local ******* dealership for diagnosis previously.  Your VSC is valid at any ASE certified mechanical shop, which all ******* dealerships qualify.  At this point in time we have done all we are able and a ******* dealership will need to perform any additional work.  

  Customer Answer

  Date: 10/25/2023

  Complaint: 20771653
  
  I am rejecting this response because:

  All that was done was driving the vehicle. When I mentioned how it consumed oil in previous oil changes, that was overlooked and asked if they could look at the common issues with the car Ive been seeing online. There were points that the service advisor did say he could feel the symptoms I was discussing, and later stated that he never said that. He would ask me to write down what scenarios cause my car to replicate symptoms even though I told them constantly. It shudders at low speeds up to 40mph, it feels like it is going to die in stop-and-go traffic, it struggles making it up hills, and all of it was amplified after driving for a bit. They would not drive my car in these scenarios to replicate the symptoms unless they let my car cool down for hours. It doesnt take a ******* expert to feel a car not accelerating when you press the gas. 
  
  Regards,
  
  *******************************************

  Business Response

  Date: 10/25/2023

  Ms. **************************** - 

  Whether or not ************** was able to duplicate the concerns the issue remains the vehicle will need to go to a ******* dealership for potential repairs, not a Toyota dealership.  You may also be able to find an independent ASE certified repair shop that specializes in ******* (typically staffed with former ******* dealership technicians).  We do not have the ability to repair a different manufacture vehicle the same as we do a Toyota and this is one of the many reasons your VSC is valid at any ASE certified shop and not just at the selling dealer.  

  Customer Answer

  Date: 10/27/2023

  Complaint: 20771653
  
  I am rejecting this response because your technicians did not fully attempt to even diagnose an issue. Every single time I came, someone recommended trading my car in before they would drive the vehicle. No one did a proper diagnosis. It wasnt that they couldnt duplicate, they would not try. They would not check what I asked them to check. They would drive it the opposite of when I said it has issues. My warranty contract states if Im within 40 miles of the issuing dealership, to take it there for them to start the claims. I was within 40 miles, I took it to you. You did not want to deal with a warranty. If you will not service any vehicle other than a Toyota, do not sell other brands and offer service contracts with them as well. Thank you for refusing to repair my vehicle. 

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

• Initial Complaint

  Date:05/01/2023

  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.

  We saw an ad on auto trader with the price of a 2023 toyota tundra **** advertised at $39131. We got a loan for the vehicle and when we spoke to the sales ******************* she said the price advertised was the wrong price. She sent me a price sheet pricing the same vehicle at $73288 almost double the price. We spoke to the ** who said it was a problem from the manufacturer and it was fixed but the price was still listed today as $39131. We quoted the law to him rule ******* dmv and he told ** to report him. He would not be selling ** the vehicle.

  Business Response

  Date: 05/01/2023

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

  There was an error in pricing on AutoTrader's website; we have the attached disclaimer on all our vehicle detail pages clearly stating, "Published price subject to change without notice to correct errors or omissions or in the event of inventory fluctuations."  We chose not to sell you the vehicle at the advertised price because it was an error.  We would be happy to sell you a new **** Tundra at market pricing, but not at a significantly reduced price due to a clerical error.  These things do happen on occasion and it is the reason we clearly state the possibility in our disclaimer.  

  Sincerely,

  San Marcos Toyota

  Customer Answer

  Date: 05/03/2023

  Complaint: 19998958
  
  I am rejecting this response because: this disclaimer is and was NOWHERE son the auto trader ad. Its on your website but not on your ad. That is why it is cropped down and does not show the url. If it was a clerical error, you would have took that had down that day, but it was up days later. You are advertising lower prices to get people to come into your dealership, which is the whole reason behind the law that states that you cannot do that. Txdot215-250. I know you do not want to sell it at that price but it is the law. Its not fair to any customer to be misled with a false ad you are using to lure people in.
  
  Regards,
  
  *************************

  Business Response

  Date: 05/03/2023

  We will not sell the vehicle at the advertised price as it was an error and our Sales Consultant immediately let you know this.  If you feel we have violated the law, please contact the appropriate authority, in this case the ***** ********** of ***** Vehicles Advertising Law Enforcement at **************.  

  Sincerely,

  San Marcos Toyota