Complaints

• Initial Complaint

  11/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  09/01/2024 Purchased a 2016 Dodge Challenger from Haas Toyota. 11/19/2024 Was notified that ****** and similar agencies were reporting significantly higher odometer readings for my vehicle that differed from what the odometer showed, the dealership sold me on, and what the dealership stated on the official Odometer Disclosure Form in our purchase contract. 11/19/2024 Drove the vehicle back to Haas dealership Haas Dealership where I explained the situation to GM, Nate ******. Mr ****** told me that he would do some research and give me a call back. 11/20/2024 GM Nate ****** called me to let me know that they were aware of the odometer discrepancy prior to selling the vehicle to me but he and his used car manager felt that the mileage reflected on the vehicle’s odometer was a better representation of the shape the vehicle was in. Mr. ****** expressed that vehicle history reports are not always accurate and even though the reports showed significant evidence of odometer fraud he and his team felt it was not necessary to share this information with buyers nor was it necessary to change the title of the vehicle from “Actual Miles” status to “Not Actual Miles” status. Mr. ****** offered to let me trade the vehicle in on another vehicle on his lot but stated that he would only give me “current trade in value” for my vehicle which was about half of what I paid for the vehicle. 11/21-Present Have reached out to multiple car dealerships in the same area for clarification and guidance on the issue. The general consensus of these other professionals, based on the vehicle history reports, is that they would not be interested in taking my vehicle in as a trade or making any type of deal regarding my vehicle based solely on the discrepancies between the history reports and the car’s title. *All phone calls with Fred Haas Toyota Dealership were recorded and can be legally submitted as evidence.

  Business response

  12/05/2024

  To Whom It May Concern:

  
  Mr. ****** and the co-buyer purchased this vehicle for $45,991 (excluding taxes) and signed the ****** report at the time of purchase. Recently, Mr. ****** visited our dealership with concerns after attempting to trade the vehicle at another dealership. He spoke with our General Manager, who made an offer of $38,000 for the trade-in, or to purchase the vehicle outright. This offer, which exceeds the current auction value, remains valid, as confirmed by our GM in the email communication with Mr. ******.

  Regards,

  Joseph ******* 
  Customer Relations Manager

• Initial Complaint

  07/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  6/13-Waited 6 hours for Toyota to look at my car. Dennis ****, said shuttle ended at 4:30pm so, I needed to find my own transportation. Mark ***** approved loaner for 24 hours. 6/14-Rhea called-insurance covered loaner. 6/17- Dennis called with estimate and would call appraiser, Vicky ******. 6/21-Vicky had not heard from Dennis. 6/22-Claims adjuster, Latisha *****, said Vicky has not heard from Dennis. 6/24-Left a message with Dennis and Mark *****. No calls from Mark. Dennis called. 7/11-Conferenced with Latisha. Dennis not calling anyone. Left message for Mark *****. No calls. Dennis called stating the insurance would not pay the full labor charge. I spoke with Latisha, and told her what Dennis said. She asked if that was why he did not return her calls. 7/12-Rhea called to tell me the charges I incurred. Latisha spoke to Vicky; she did not tell Dennis they would not pay the rate. I provided Mark *****' contact. She did not understand why Dennis was not calling her. This has taken way too long. I left a message for Mark *****. No calls. Rhea called back. I explained that the rental is up on Sunday. Rhea said that the vehicle would not be ready. I asked to speak to Mark *****. She stated that Mark and other managers were heading into a meeting. He told her that Toyota would not be approving a rental at this time. Vicky said, Dennis is not responding to any of her emails or messages. 7/15-Latisha spoke to Dennis, rental was up. Dennis said the car will be ready in ten days. I said they had my car for over a month. He said they cannot cover a rental. He said that he would have Mr. ***** call and he did, but when I answered, the call was disconnected. I called back 4 times. No answer. He left a message: he will do anything he can to help. He would contact Toyota tomorrow and let me know. He said it is beyond anyone’s control. He said he would follow up with me tomorrow. I have not heard from him.

  Business response

  07/18/2024

  To Whom It May Concern:

  I spoke with Ms. ****** and explained that Rental assistance was denied by Toyota. Toyota states that this is not a warranty issue, it is an insurance issue. Unfortunately the parts were backordered but came in today.  I explained that it was explained to me that as long as everything goes smooth with the repair, then the vehicle would hopefully be ready by Monday or Tuesday of next week. 

  Joseph *******
  Customer Relations Manager

  Customer response

  07/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. At first, I was not happy but I got my car back today.

   

  Thank you.
  
  
  
   

  
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a $53k certified pre-owned vehicle from Fred Haas Toyota World on 6/6/24. During the test drive, I noticed the vehicle needed a wheel alignment. I mentioned it to the sales person, but since the service department had already closed for the day and I had a four hour drive to get home, he recommended I get the alignment done at a shop near my home and the dealership would reimburse me. I had the alignment done on 6/12/24 and immediately forwarded the receipt to the dealership seeking reimbursement. Additionally, when I picked up the vehicle, I was only given one key fob. I thought this was odd given the vehicle was only four years old and was certified pre-owned. The salesperson said he knew the original owner of the vehicle, and they'd likely just forgotten to turn in the second key fob when they traded in the vehicle. The salesperson said he would contact the owner about the second key and he'd mail it to me. Over the three weeks since 6/12/24, I have emailed and texted my salesperson five times, and called and left voicemail messages for dealership management four times. No one from Fred Haas has replied to any of my texts, emails or phone call

  Business response

  07/05/2024

  To Whom It May Concern:

  I spoke with Mr. ****** and apologized for his experience. I explained that since he is 3.5-4 hours away, he is welcome to go to his local dealership/locksmith and have another key cut and programmed and we can reimburse him for it. I explained that if he can do that and just send me the receipt for the key and for the alignment, then we can get a check cut and mailed out to him. Customer thanked for the call. 

  Joseph *******
  Customer Relations Manager

• Initial Complaint

  03/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We bought a Limited Tundra worth $75,000 on 3/19/24. After 48 hours (3/21/24) for less than 250 miles we tried to return it because of the way it drives and wanted to see if we could upgrade/exchange the vehicle for a higher better vehicle (tundra TRD). However the sell Manager laughed and told us Toyota don’t have a return vehicle and that we could trade in the vehicle we have to pay taxes and the devalue of the vehicle which was about close to $10,000. If you search online about Toyota return policy it shows that it has 7 day policy however when you tried to return the vehicle they say it is a dealer policy. The dealer refused to exchange my vehicle for an even exchange and I will have to pay almost $10,000 for driving less than 250 miles. I advised the sell manager (Sergio) that I was 100% disabled veteran that suffered from PTSD and needed a better vehicle to suit me and that I wanted to pay the difference however he said that the vehicle was considered used that I would have to trade in and accept whatever the trade in value for the vehicle plus taxes (almost $10,000 lost). I would like to return my vehicle for and even exchange (void the contract) and buy a Tundra with TRD package to suit my needs.

  Business response

  03/25/2024

  To Whom It May Concern:

  I spoke with Mrs. ******** and she explained that she was unhappy with how they were treated by one of the managers they were dealing with. She stated that the manager laughed in her husband's face when he asked for the manager's name while he was on the phone with Corporate. I apologized for how they were treated and explained that that is  not how we typically treat our customers. I explained that we will handle that internally with upper management team. As far as the vehicle, I explained that we would not be able to just back out of the deal but we can definitely try our best to get the numbers that would work if they wanted to trade out of the vehicle. I explained that I would get them with their salesperson so he could start that process and he would be able to look up if we had whatever vehicle they were interested in.  

  Regards,
  
  Joseph *******
  Customer Relations Manager

  Customer response

  03/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  I purchase a vehicle from Fred Haas and not even a week later there was a problem with the vehicle. When I take the vehicle in to service for the issue to be addressed, I was told it was a known issue and to take the vehicle to the collision section of the dealership. When I got there again I was told it was a known issue and the parts needed to be ordered. I was advised that the collision department needed to order the part and that they did not have an ETA on its arrival. I am upset that Toyota sold me a vehicle with a known issue, if you spend over $70,000 for a vehicle I should not have to take the vehicle in within a week of the purchase. Toyota and namely Fred Haas are selling defective equipment to its customers, they should have advised me of the possible issue and let me decide if I wanted to move forward with the purchase of the vehicle. If a resolution cannot be made I will seek other avenues to let people know about these practices.
  

  
  

  
   
  

  Business response

  03/28/2024

  To Whom It May Concern:

  I spoke with Mrs. **** and explained that as far as the issue with her bumper, my collision center manager has the parts on order and will assign the parts to her RO when they come in so we can get her scheduled to come in to correct the issue. I explained that this is what the manufacturer has a warranty for in case of issues like this that arise. Customer states that she was told this is a known issue and I explained that I was not aware this is a known issue and apparently neither was her salesperson. At this time, there is nothing we can do except wait on the parts to get here.

  
  Regards,

  Joseph *******
  Customer Relations Manager

  Customer response

  04/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Fred HAAS should offer something to compensate us for having to take off  2days to deal with a brand new vehicle.
  
  Regards,

   

  
   

  
  

  Business response

  04/05/2024

  To Whom It May Concern:
  
  I spoke with customer and explained that there is not much we can do at this point. The issue was covered under Toyota's warranty. I did offer to fill up their gas tank as a one time customer goodwill. Customer states she will discuss with husband and let me know. 

  We expedited the parts to come in and scheduled the appointment at the customer's convenience and got the concern taken care of under Toyota Warranty. 
  
  Regards,

  Joseph *******
  Customer Relations Manager

  Customer response

  04/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Went in to view a truck that was advised online on multiple sites for sale. I knew it was a used truck and was “as is”. When viewed, it was hidden away in the service bay with no oil- we were able to view in the shop but not able to turn on due to no oil being in the truck. Went ahead and signed/financed the truck on Sunday without test driving. All the carfax paperwork showed that it had been serviced regularly and was just traded in 3 days prior. Spoke with salesman about picking up the following day due to technician not working on weekends. On Monday, we were contacted that the windshield needed to be replaced so I was not able to pick up til Wednesday. Then a couple hours later we got a phone call that there was an oil leak and not able to sell said truck even though all paperwork had been filed. I inquired via email about truck and was told it was available for sale. I went to dealership to figure out what was being done to the truck. When I went to see the truck, (listed and sitting in the lot for sale), a man had the keys and said he was there to take it to auction but would sell it to me for $40,000. Informed him he would not be selling it to me and I already owned it as of Sunday. I asked to speak with general manager and then was left waiting for over 20 minutes. No one would show me a physical paperwork or inspection report showing the “bad motor, bad transmission”. After being shown around the lot, I was told they are not able to sell me the truck, due to “engine issues”. When I first got to the lot, the other salesman was going to let me purchase the truck before they were informed it was already purchased my me. They did void my contract but refused to give me any paperwork that was signed. I am very unhappy and this is a terrible way to treat people. Lying to people and ultimately stealing a vehicle from me. If they just went ahead a fixed said problem there would be not issue, but instead they continued to lie and not inform the customer.

  Business response

  03/08/2024

  To Whom It May Concern:

  I have tried reaching the customer a couple of times. I left a voicemail with my contact information on 3/5/2024 at 12:12 pm, and also on 3/8/2024 at 11:08 am.  If Ms. Courtney ******** contacts me back, we can then discuss her concerns.  What I was told is that the vehicle was signed for contingent on mechanical inspection. It turns out that there were some issues with the engine and rather than sell this vehicle to a customer, we sent it to auction. I will explain this is the customer contacts me back.  

  Thank you ,

  Joseph *******
  Customer Relations Manager

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our truck that had 16000 a 2020. To the dealer because we were under powertrain warranty. The dealer refused to honor our power train because they said our truck had been dingy towed based on speculation that we have two tow hooks in the front. We have driven the truck for 3000 miles. We would have had issues way before if that was the case. They refuse to work with us or offer us a solution only want us to pay 7000 dollars. We have made one payment.

  Business response

  12/14/2023

  To Whom It May Concern:

  I spoke with Mrs. ******* Husband this morning. I explained that my Shop Foreman/Master Technician states that his transmission issue appears to be because the vehicle was towed incorrectly. I explained that we have to follow strict guidelines by Toyota and the Master Tech states that this issue would not be covered under warranty. I explained that the technicians get paid well off of warranty work and would love to have it covered but unfortunately there is evidence that it was towed incorrectly. I explained that if there is anything else I could try to assist with for him to feel free to contact me and I would try my best.

  Regards,
  Joseph *******
  Customer Relations Manager

  Customer response

  12/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  The truck had front tow hooks which many of them do. We drove the truck for three thousand miles contacted the previous owner. The truck was never towed behind a RV. It was a local truck. Toyota told us to bring it to you guys from Tejas. There was no evidence other than Tejas said we had tow hooks. I am in contact with Toyota and have over 60 thousand social media followers this is just the beginning of getting my story heard. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

  Business response

  12/21/2023

  To Whom It May Concern:
  
  I understand the customer's concerns, but at this point, we will not be able to get this covered under warranty per my Shop Foreman.  If we could get this covered under warranty, then we would love to have the work, unfortunately it has been deemed unwarrantable.  Mrs. ******* husband stated to me, when we discussed on the phone, that he was taking the vehicle to the dealership he purchased from and that they were possibly going to assist.

   

  Regards,
  Joseph *******
  Customer Relations Manager

• Initial Complaint

  11/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought l Toyota Tacoma truck from this dealership on 01/04/23 the transaction was good and l ask a lot of questions to the dealer since this was a used truck he told me everything was good and give me the car fax paper that it says nothing was wrong rebuilt or replaced at that time. I trust the guy because when l was taking with him l even brought up the topic of me being worried about the catalyst converter getting stole because of my own experience he even suggest to put a cover protection which I did . But now after only 10 months the truck catalytic converter is not good when l took it for inspection they told me the catalyst converter was replace on 12/22/22 was paid by the dealership but was never disclosed to me at the time of the sale my car fax paper are different that the one they have now .

  Business response

  12/07/2023

  To Whom It May Concern:

  I spoke with the customer's in my office. I explained that at the time of purchase, the vehicle passed state inspection and everything was well. I explained that this issue occurred 10-11 months later and we cannot be responsible for something that another dealer had fixed prior to us even having the vehicle for sale.  The other dealership likely fixed under the previous customer's insurance. Everything was working and passed all inspections at the time of sale/purchase.

  Regards,
  Joseph *******
  Customer Relations Manager

• Initial Complaint

  10/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase a 2023 Toyota Tundra May 9 2023. I added GAP insurance which I submitted a cancelation form in May 22 2023. I spoke wit Karl ***** and He told me it would be 4 to 6 weeks to have the money refunded back to the financing company. It has been 5 months and the money has not been reimbursed. It was 1300.00 for the GAP Insurance which I expect a full reimbursement. I had sent several email and called Karl several times and this issue has not been address. I would like to have this issue address as soon as possible. I want the to stop blaming a different department and take ownership of the problem and reimburse the money ASAP. After all it is their mistake and needs to be done in a timely manner. I don't need to wait another 6 weeks after waiting almost 5 months.

  Business response

  10/06/2023

  To Whom It May Concern:

  I spoke with Mr. ****** and apologized for the inconvenience of his GAP policy not being cancelled when he originally turned the form in. I explained that I do not know where the ball was dropped internally but I assured him that it has been cancelled and the refund will be sent to his lienholder in 4-6 weeks from the submitted date. I explained that if the amount was not in full then to let me know and we will make it right by sending a check for the difference. Mr. ****** thanked me for the call.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The 2021 Nissan Armada SL 4X4 was placed for sale in Cargurus and Dealer website for $35,991. The final numbers were adjusted to $39,500. There was an additional $851 added to the price for a limited engine lifetime warranty, I told them I did not want the warranty but the salesman told me it was Nissan's requirement for those vehicles. After receiving a copy of the car documents, I read the limited engine warranty and found it is not from Nissan but from this dealer, in addition, the document states the warranty is provided at NO additional cost. I am asking to reimburse the additional money I paid and respect the limited lifetime engine warranty as mentioned in the document provided.

  Business response

  10/06/2023

  To Whom It May Concern:

  I spoke with Mr. ******* and apologized for any inconvenience and miscommunication. I explained that we will get a reimbursement check for $851 and have it mailed to his address. Mr. ******* thanked for calling and listening to his concerns. 

  Regards, 
  Joseph *******
  Customer Relations Manager

  Customer response

  10/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I appreciate the prompt response. 
  
  
  
   
  

• Initial Complaint

  07/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  -made appointment at Fred Haas Toyota service department to have my son's 2016 4runner SR5 transmission fluid flushed and spark plugs changed at 14:30 hrs on 6july2023 -Raphael, service writer informed me and my son, that there was not enough time from 1500 hrs to 1900 hrs to do that work and for us to bring 4runner back at 0730 hrs on 7july2023. -dropped 4runner off at 0717am and was contacted at 1030 am to pick 4runner up on 7july2023 -paid $723 when we picked up 4runner. -got home and photo documented that transmission fluid had not been flushed. -photo documented that spark plugs were not new. -photo documented corrosion on battery terminal. -requested a refund from Fred Haas Toyota yesterday, 10 July 2023 - have receipts of parts I had to purchase to complete the job myself -have my son, my mother as witnesses to fiasco.

  Business response

  07/13/2023

  To Whom It May Concern:

  I spoke with Mr. Jakob ***** this morning. I explained that I tried calling his father , Mathew *****, but it went straight to voicemail and voicemail box is full.  Mr. Jakob ***** states that he did speak with our Service Director who explained our processes on how we change the Transmission fluid. After speaking with the Service Director and the technician who worked on the vehicle, we believe that the services that were paid for were completed. The service director also sent pictures of used spark plugs and of the hoses we use for the flush machine of another 4runner, for reference, to customer. I explained to Mr. Jakob ***** that if they have any other questions, then they are more than welcome to call myself or our service director.

   

  Regards,
  
  Joe *******
  Customer Relations Manager

  Customer response

  07/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.] Clearly, any reasonable person can see in the photo comparison of new transmission fluid on left, and what was drained from my sons 4runner on right. Also, it is obvious from the photo that neither of the transmission lines have been disturbed, ever. I will pay for the Spark plugs being changed. I will be at Fred Haas service department tomorrow morning to make payment for the spark plugs.
  
  Regards,
  
  
   
  

  Business response

  08/28/2023

  To Whom It May Concern:

   

  Mr. Jakob ***** had stated that he did speak with our Service Director who explained our processes on how we change the Transmission fluid. After speaking with the Service Director and the technician who worked on the vehicle, we believe that the services that were paid for were completed. The service director also sent pictures of used spark plugs and of the hoses we use for the flush machine of another 4runner, for reference, to customer. We had explained to Mr. Jakob ***** that if they have any other questions, then they are more than welcome to call myself or our service director. At this time, we believe the work was completed.

   

  Regards,
  Joseph *******
  Customer Relations Manager

*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. ↩