Complaints

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

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  Kenny Thomas Olathe Toyota

  685 N Rawhide Dr Olathe, KS 66061-3688

  
• 

  Kenny Thomas Olathe Toyota

  1501 E Santa Fe St Olathe, KS 66061-3642

  

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

• Initial Complaint

  Date:05/29/2025

  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.

  Van developed oil leak so I took it to Adams Toyota in Lees Summit, Mo since it is right down the road from my house. I Bought van from Olathe Toyota with lifetime drive train warranty. Told me denying claim because I did not have the tires rotated at manufacture recommended miles, did not have spark plugs changed, and did not have cabin air filter changed, and did not get oil
  Changed at proper intervals. I have documentation for the oil changes. Documentation for tires balanced and rotated for the last 6 years but I only balanced and rotated tires after I replaced the ones that were on it when I bought it. None of these things would affect the car developing an oil leak at the oil pan. Poor customer service. Under the warranty a few years ago I had the water pump replaced. I asked about why they replaced this without requiring proof of tires rotated and balance and they informed me that Olathe Toyota did a one time courtesy. lol. Do the right thing and stand behind your warranty.

  Business Response

  Date: 05/30/2025

  The Lifetime powertrain warranty is provided to the buyer at no additional charge during the purchase of the vehicle at Olathe Toyota. This contract has a maintenance requirement that requires all maintenance that is required by the manufacturer to be performed and documented by a certified repair facility. These maintenance requirements are posted in the scheduled maintenance guide provided at the time of purchase. Documentation for this required maintenance will be requested when a claim is started. If maintenance was not completed a claim will be declined for coverage. See attached Lifetime Warranty contract.  

• Initial Complaint

  Date:12/24/2024

  Type:Billing 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 was charged $129.95 for an alignment at 10000 miles my car alignment warranty through toyota is 12000 miles and a tire rotation of $29.95 for my 25000 maintenance because they said my mileage was 25600 I sent supporting pictures of toyotas warranty and maintenance guide outline and what exempts warranty I contacted toyota customer care and they said dealer would credit me the money on future oil changes I requested a refund I have had 3 bad experiences with dealership so far with this new car will no longer use this dealership would like to file a formal complaint against them I see multiple reviews from customers and don't understand how they receive an a+ rating from the better business bureau **********

  Business Response

  Date: 12/26/2024

  April 15 2024 the customer visited our shop for the complimentary Toyota Care 10,000 mile service. All vehicles that enter our service lane drive through Hunter Quick check alignment machines. This equipment measures the tire tread depth and suspension alignment specifications. Our service consultant shared this information to the owner.  a pot hole strike was mentioned by the owner and documented on the repair order. Toyota warranty does not cover situations caused by an outside influence. The owner authorized the alignment to be performed at the price of $129.95 and paid the invoice after the work was completed. the request for refund of this amount 7 months after service was performed was declined due to the documentation on the repair order stating "pot hole" We did offer to cover the 25,000 mile maintenance no charge as goodwill even though it is expired. 

  Business Response

  Date: 12/31/2024

  The need to have a vehicle realigned due to a pothole strike is not a warrantable concern. The offer to issue store credit as dealership goodwill for $129.95 is still valid and noted in the customer profile. This credit can only be used towards vehicle service at Olathe Toyota 

  Customer Answer

  Date: 01/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******** *********                                                                                                                                                                                                                    i have sent proof of the receipts and warranty disclaimer to you and it clearly states that a pothole does not negate the warranty claim if someone could contact me so i can find out how to give dealer less than an a+ rati9ng i would appreciate the information  **********

• Initial Complaint

  Date:06/26/2024

  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 bought a Toyota Corolla back in 2014 from another dealer.. well, the issue is a paint recall .. TOYOTA SENT ME REGARDING MY YEAR MODEL THE PAINT DOES NOT STICK TO THE METAL. It will bubble up and start to peel. Well, I took the recall to my local Dealer here in Olathe, Olathe Toyota. They started the process.. told me to come back if more panels need painting… well that was in 2021… I have three panels left that are peeling paint… and they refuse to fix… the warranty on this paint recall ends September 6, 2024. It’s no money out of their pocket… it’s just no money going in.. they told me that they don’t use third party vendors. Which is a lie I talked to the place I had the previous panels painted… I want my car fixed. And Olathe Toyota fails to comply with the warranty recall on the paint….the body paint shop does work for them all the time… I don’t like to be lied to. Time is running out. And other dealers said that Olathe started the process in the beginning and needs to follow thru…

  Business Response

  Date: 06/28/2024

  Toyota created a customer support program for peeling paint issues on vehicles painted with Super White paint color. This is not a recall. Olathe Toyota does not have a body shop. At the start of this program we partnered with ******** collision center to assist our customers with this customer support program. We have since ceased to do so due to some claims that were debited back to the store. We refer this work to other Toyota dealers that have a Toyota Certified body shop or are still assisting customers with repainting. When we submitted the panels that had paint peeling present to Toyota in 2021 the driver side a pillar was selected as a peeling panel. The driver side a pillar was not repainted when the vehicle was in for paint repairs in April of 2021 and May of 2021. Having checked this box in Toyotas portal is preventing another dealer from processing the repair claim. The previous repair invoices from the body shop have been sent to Toyota.  The district Service and Parts manager is working towards getting authorization to perform additional paint repairs on this Toyota Corolla. 

• Initial Complaint

  Date:06/11/2023

  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.

  About a year and a half ago I bought Kia from this business. The have a great free warranty. But even though the in house warranty was in place the business does not have anyone on the weekends who can work on any car that is not a Toyota. I finally was able to make an appt on a weekday and requested a full diagnostic workout. I was then told that they don’t do that there and I need to take my car to a Kia dealer. I was previously specifically told by the owner that if I could bring my car in during the week all of that could be taken care of. I asked about how warranty work is carried out. I was told I would always need to use a Kia dealer. This was not stated anywhere in my contract or warranty information. Had I been told this I never would have bought the car from them. I have 2 jobs and it would be incredibly difficult to try to take my car somewhere other than where I bought it. They were so anxious to sell me the car that they left out crucial information that really affects my ability to get my car diagnosed and checked as the warranty states. I fell like I deserve some type of compensation for the hassle I will endure going forward due to their non-disclosure of these facts. I am mostly happy with the car except for the fact that some of the sensors have not worked correctly since day one. This is also covered in an extended warranty that I purchased. I will have to try to about finding a way to get the car to a Kia dealer.

  Business Response

  Date: 06/12/2023

  Customer requested a multi-point inspection of 2017 Kia Sportage purchased in 2021. Advised customer we could perform inspection and scheduled 06/14/23. Customer stated there were no performance concerns or malfunction indicator lights on. Advised customer if vehicle required complex electrical diagnosis it would need to be inspected by a Kia dealer as we do not have electrical wiring diagrams or special service tools required. 

• Initial Complaint

  Date:10/14/2022

  Type:Billing 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 contacted Olathe Toyota on 8/25/22 to inquire about the availability of a 2022 Rav4 Limited. I spoke with Ms. **** ****** (Sales Person) and she informed me that a 2022 Rav4 Limited was in their next scheduled allotment. I asked Ms. ****** to send me the specifications and the total price of the vehicle. In order for Ms. ****** to give me a total price on the vehicle she asked some questions about financing and calculated the licensing fee and sales tax. I told Ms. ****** that I was paying cash and the vehicle would be licensed in the state of Missouri. The sales tax would be paid in the state of Missouri. Ms. ****** told me verbally the total price of $41,559.00 for the vehicle and sent it to me in writing. Ms. ****** also told me to reserve the vehicle a $500.00 deposit must be paid. I gave Ms. ****** my credit card information on 8/25/22 before the Dealership closed. My credit card was charged the $500.00 on 8/26/22.
  Ms. ****** informed me that it could take a few months before the vehicle gets to the
  Dealership. I understood that and told Ms. ****** that I would check on the vehicle periodically for an update.
  I received a text on 9/15/22 that the ETA on my Rav4 Limited AWD was between
  9/18/22 — 9-23/22. I called the Dealership on 9/22/22 and spoke with a manager to get the VIN for the vehicle for insurance. Ms. ****** was not available. On 9/28/22 1 was contacted by Mr. ***** ***** (Sales Person) whom I had no contact with to this date. Mr. ***** told me that my vehicle was due to arrive soon but he could not tell me where the vehicle was located. Then I get another call from Mr. ***** on 9/29/22 that the vehicle had arrived and is on the lot. I told Mr. ***** that I would look at the vehicle around 3:00pm that afternoon. I also told Mr. ***** that If the vehicle checked out okay that I would bring the check and pick up the vehicle on 9/30/22. After I had inspected the vehicle I told Mr. ***** that I would have the check in the amount of $41,059.00 and pick up the vehicle on 9/30/22. Mr. ***** informs me that there was an additional administrative fee of $399.50 and a tire tax of $1.00. I told Mr. ***** that afl costs were included in the written contract price given to me by Ms. ******. Mr. ***** then gets his manager involved in the conversation. I was told by Mr. ******* **** that these fees are mandatory fees that must be paid with every purchase. I told Mr. **** that all costs were included in the contract price sheet I was given and that I would not pay these additional fees. I
  also told him that I would be returning on 9/30/22 with my check for $41,059.00 to pick up the vehicle. On 9/30/22 1 returned to the Dealership with my cashier's check for $41,059.00. I was told by Mr. ******* **** (Sales Manager) that they could not sale me the vehicle if the additional fees were not paid. After much discussion was told by Mr. ******* **** either pay the fees or leave without the vehicle. I was forced to pay these fees in order not to lose the vehicle and my deposit. I paid the additional fees with my credit card. I took possession of the vehicle on 9/30/22.
  Complaint
  My complaint against Olathe Toyota is for a breach of the total contract price on their behalf. They know that it is more difficult than ever before to get a new vehicle or any vehicle for that matter in this current climate. I had no choice but to pay the fees or lose the vehicle and my deposit. l. believe the additional fees were added to make more money off the sale.

  Business Response

  Date: 10/17/2022

  we do have a phone recording between the customer and **** ******.  In the recording you can hear **** tell the customer several times the price of the vehicle plus documentation fee and taxes.  She was told.  Do I need to try and forward the phone recording here?

  Customer Answer

  Date: 10/31/2022

  This letter is written to respond to the letter from the BBB dated 10/17/22. When I spoke with Ms. **** ****** on 8/25/22 the administrative fee and tire tax was not discussed. As stated in my complaint, I asked Ms. ****** for the total price of the vehicle. Ms. ****** told me verbally the total price of $41,559.00 and sent it to me in writing.
  I am requesting a refund of the additional fees in the amount of $400.50.
  

  
  

  Business Response

  Date: 10/31/2022

  here is the phone recording so you can hear **** ****** letting the customer know that there would be document fees.

  Customer Answer

  Date: 11/10/2022

  This letter is written to respond to the letter from the BBB dated 10/31/22. As stated in my  response letter dated 10/26/22 the administrative fee and tire tax was not discussed with Ms. **** ******. I was charged a delivery processing/ handling fee of $1335.00 which was included in the total price stated by Ms. ******. Again the total price of the vehicle stated by Ms. ****** was $41,559.00.
  Additionally, I have not been given the phone recording of the conversation with Ms. ******.
  I am requesting a refund of the additional fees in the amount of $400.50.
  

  
  

• Initial Complaint

  Date:10/10/2022

  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.

  In September I purchased Toyota OEM pats from Olathe Toyota dab Toyota Parts online. I returned a cabin air filter and it was received by the dealership on 9.15.2022. They contend that a credit was issued in the amount of $31.29 to my credit card. I have contacted them and my **** card provided. No credit transactions have posted or pended.
  
  Numerous attempts to have this resolved have fallen on deaf ears.

  Business Response

  Date: 10/11/2022

  We gave customer $31.49 back on 9-15-22. See screenshot. I did reach out to **** and showed him the same thing. 

  *** ********  Parts Manager

   

  Customer Answer

  Date: 10/11/2022

  I'm sorry, but I have neither the time or inclination to conduct a battle of words or a forensic accounting of transactions.  

   

  I am now seeking a refund of my total purchase of $101.29 due to the total waste of my time and aggravation associated with this business.  The business does not appear to conduct themselves as a reputable, trustworthy company free from evasiveness and email communication putting the problem back on the customer.  I have wasted enough time and seek a credit to my card, free from third-party transactional interfaces.  

  All this business has to do is check with their financial institution and card processer to determine the cause of their inability to provide credit for merchandise in which they now possess.

   

  Rest assured I completely and thoroughly understand financial transaction business along with **** and other card merchant processing.  I know this because I spent my career working at Fortune top 10 Financial Institutions.  

   

  I am happy to share this business' perceived dishonesty and deceptive financial practices if it will help speed up a satisfactory resolution.

   

  Sincerely,

   

  **** ******

   

   

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  

  I am in receipt of the following email dated 10.11.2022 from the business:

   

  ****
  I saw your complaint to the BBB. I apologies that no one has reached out to you, not sure why. I attached a screenshot of the transaction. As you can see we issued credit on 9-15 for 31.49 on **** ****. Not sure what else we can do?
  
  Thanks, *** ********  Parts Mgr
  Olathe Toyota Parts Department
  **************
  
  

  I responded as follows:

  You
  need to talk to your Accounting dept to determine what the problem is.
  
  I’ve
  received nothing.  No **** pending or cleared transactions.
  
  I’m
  now seeking immediate credit and refund of my entire order.