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:06/25/2025

  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.

  Date of Sale: April 8, 2025
  During the sale process, we asked if the car's previous owner was a smoker because there was a smell, and we were told that was the smell of the oil used to detail the car. we believed them.
  Every time my wife would drive the car (she is pregnant), she would get a pounding headache which made us investigate further. We took it to a car detailing shop, and within minutes they found the area where the cigarettes were being put out under the driver seat.
  They misrepresented the vehicle, putting my pregnant wife, our 2-year-old son and our unborn child at risk due to their misleading sales practices.
  We are seeking that they refund us for the sale and the tax and title.
  We have reached out to the dealership 4 times to speak to a manager and allow them to make this right, but have not been able to reach them or the call mysteriously drops when we ask for a manager. We also submitted a complaint with them directly.

  

  Business Response

  Date: 06/28/2025

  Thank you for bringing this matter to our attention.  We have reached out to our customer and offered to trade them out of the vehicle.  If this is an option that they would like us to pursue, please let us know.  We can offer to detail the vehicle again and change the air filters if that helps.

  Thanks

  ******* *********

  Vice President

  Customer Answer

  Date: 06/30/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I have an alternative to offer.

  Would Post Oak be willing to reimburse us for the detailing we had done last week? It cost us $400 and it worked quite well, and I would rather have that reimbursed instead of have the car detailed again.

  
  Sincerely,
  
  
  ****** *******

  

  Business Response

  Date: 07/03/2025

  OK.  We can pay the $400 for the reimbursement.  What is phone number we should call when check is ready for pick up?  Won't likely be ready until next week.

   

  Customer Answer

  Date: 07/07/2025

  
  
  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. My phone number is ************. Thank you!
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:05/15/2025

  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.

  So I financed a 2019 gmc truck through this dealership not to long ago. During the process of buying this truck, I asked about some of the “included warranties” that came with the truck. These warranties/protection plans looked ridiculous, one so-called “premium air” for your tires. So i asked the salesman to have them removed but he said that they were required if I wanted the truck. These are almost $10k in service contracts/add ons that state that they are not required for purchase or to obtain finance. So now I feel misled because all these add-ons were in fact optional but I was told they were required.

  

  Business Response

  Date: 05/20/2025

  Thank you for bringing this matter to our attention.  We have spoken to our customer and provided him with information should he elect to cancel the extended service contract as well as the early payoff options. We believe our customer is satisfied.  Please let us know if he is not.

  Thanks

  Sincerely

  ******* *********

  Vice President

• Initial Complaint

  Date:04/26/2025

  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.

  I purchased a vehicle in 2024 along with 2 separate service agreements, at the time of purchase.. This year I decided to refinance my vehicle for a much lower interest rate. With that refinance comes an alternative service agreement with GAP coverage that extends the coverage life. Prior to signing the refinance pw, I contacted both warranty companies and they assured me that this was something that I was able to cancel and receive a partial refund, with an exception to my anti theft contract. I followed all of the procedures, downloaded the forms, filled them out and contacted the dealership. After three emails, 7 phone calls and a voicemail, I have yet to hear back from anyone concerning this topic. Each time I call I'm reassured they will return my call yet two weeks later I've heard nothing. My new service agreements began on 4/12/2025. I first contacted on 4/8/2025.. I am left to file a complaint both here and through other means, to get their attention and resolve this matter... All that has been needed was for them to sign 2 forms and send them to the contracted entities. By delaying, they are costing me money.

  

  Business Response

  Date: 04/29/2025

  Thank you for reaching out to us.  We have communicated to our customer and provided the signatures on cancellation of service contracts and financed products so that she may process the cancellation herself.  She requested to do so in this manner.  If she would like us to help process, we can also help. Please let us know.

  Thanks

  ******* *********
  
  

  Vice President

  Customer Answer

  Date: 04/29/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:03/12/2025

  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.

  August 2024 purchased a vehicle that sustained mechanical issues and electrical issues.originally was sold an electrical warranty but found serious mechanical issues so the warranty was switched to mechanical-though electrical issues are still present. This vehicle purchased has now been in the repair shop 6 times, yet it is back there today for a water pump to be repaired AGAIN that was replaced during the very first round of repairs in August 2024. I was told the day I purchased this SUV that it was fully inspected only to find out it was a complete lemon. This company insisted I buy a warranty knowing they did no repairs or inspections prior to selling me this SUV which cost me an extra $4,000.00 added to my loan. When asked can we switch out the vehicle I was told I can apply for a new loan. But it's been in the shop 6 times for weeks and months at a time. Each time an inspection is said to be done only for it to be returned to be fixed. They sold me this car knowing it was a complete issue.....Please help!

  

  Business Response

  Date: 03/12/2025

  Thank you for bringing this matter to our attention. Please know that the vehicle was inspected prior to the sale to our customer.  A water pump was replaced and has recently failed.  The water pump is being replaced at no charge to the customer under the warranty of the specific part. 

  In terms of the other items stated by our customer, the customer has never been charged for mechanical repairs.  I would like to call out that the customer has put over ****** miles on the vehicle since it was purchased about 6 months ago. This being said, there will be cost of ownership items that the customer will be responsible for in the coming days and months. While the vehicle has been at Post Oak Toyota for service, the customer was provided transportation, even beyond when the vehicle was ready for pick up.  If the customer would like to trade out of the vehicle, his credit worthiness and approval will be determined by bank.

  In closing, Post Oak Toyota will notify our customer when the vehicle is ready to be picked up.  

  Thank you

  ******* *********

• Initial Complaint

  Date:02/16/2025

  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.

  We purchased a used Toyota Sienna on Feb 8 for an out the door price of $39601. We did not ask for any warranties or service agreements to be included. I signed the paperwork which stated we owed $39601 and then I signed the rest of the paperwork not realizing that it was for a bunch of extra service agreements that we did not want or ask for. The total cost was $53,540.00. So I made the mistake of only closely looking at the front page and thinking the rest was related to the loan. We did not ask for any of these service agreements to be added.For resolution: we would like for all the extra agreements to be cancelled and to just purchase the car for $39601 as we had discussed with *****, the salesman. We are also fine with just returning the car and paying a reasonable fee for the extra miles we put on it since purchasing it last weekend. They never verbally discussed adding these agreements and always said we were only having to pay $39601. We confirmed this so many times with them and seeing it on the sale price and total amount due made me think everything was fine.We currently have a loan with Toyota ****************** for $53,540 and I only discovered that today when I logged into Toyota ******************. I was given a USB stick with all the paperwork on it which I opened today and realized what had happened.

  

  Business Response

  Date: 02/17/2025

  Thank you for bringing this matter our attention.  We have since contacted our customer to arrange for cancellation of the service contract and other requested finance products.  Once the cancellation paperwork is received, a check will be sent to Toyota ****************** that will be applied to the customers loan balance.

  Thanks

  ******* *********

  Vice President

• Initial Complaint

  Date:01/21/2025

  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.

  On January 20th 2025 my family and I walked into post oak Toyota in ************ at approximately 5pm. My wife and I and our 2 sons spent the next 5 hours getting the run around over and over. We were informed by **** the sales employee that mistakes were made and thats why it was taking so long when I inquired further the finance advisor *******, informed me he had pinged my credit about 4 or 5 times attempting to get me a a good deal . I said I dont need a good deal we already agreed on a ****** for the vehicle ****** down ****** financed. He stated oh yeah were going to get that deal for you and then walked out. Then he returned stating that we needed to complete more information in order to take the vehicle home. I replied I was never informed of this and have spent more then enough time here and can not provide this information at this time. I was then told the deal could not continue even though I had signed my documents and was ready to leave. When I asked for my documents that I signed I was told that they would not be giving any documents to me what so ever. I want all the documents that I signed and they refused to give them to me and all of my proof of income documents I provided. I then looked at my credit report and saw that I had my credit pinged over 4 times. When I asked for my documents one last time I was threatened with ******** the supposed used car manager stating while on the phone with his supposed boss that he would be calling the police. I was very polite with these gentlemen and they lied and did not take any responsibility for any such actions of over pinging my credit with out my consent and also making a deal before they could actually honor it. I want the deal I was promised. Also I want an apology they pretended they didnt make any mistakes and it is fraud for pinging my credit over and over again with out my consent and then denying it. They missed used my social security number and that is fraudulent

  

  Business Response

  Date: 01/21/2025

  Thank you for bringing this matter to our attention. We have since communicated with our customer.  The information provided to us via the credit application had transposed information between the buyer and co buyer.  We had to correct and re run credit with the correct information for each party.  The customer understands that full coverage insurance must be provided for the vehicle to be released from the dealership.   The customer is aware and will be taking delivery later this afternoon.  All is satisfied withour customer.

  Thanks

  ******* *********

  Vice President

  Customer Answer

  Date: 01/22/2025

   
  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.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:01/19/2025

  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.

  12-19-2024 I bought a new car. They held us there for 6 hours . I asked for my car back twice. I told them I wanted gap only. My daughter got sick needed food and her meds . They refused to let me have my car or get the new one. They inflated the interest rate and add ******* of accessories I did not want .lied to me told me it was free and I am trying to get out. Sign paper.the next week I saw what happened. I went back and they told me there was nothing that could be done. I tried to refinance and I am having issues .I have to pay tag and tile first. I canxelled all of it be they are saying I have to wait 10 to 12 weeks. They are liars and preditors. I am so disappointed. They took advantage of me I am 65. First ti.e I bought one alone. I feel taken advantage of. My payments were supposed to be ****** not ****** per month. Their ads are lies. It is a lease but they don't say that.

  

  Business Response

  Date: 01/20/2025

  Thank you for bringing this to our attention. We have reached out to the customer and have her permission to cancel the additional service contracts purchased.  We believe this matter has been resolved with our customer. 

  Thanks

  ******* *********

  Vice President

• Initial Complaint

  Date:12/02/2024

  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.

  There were warranties added to my auto loan that were not supposed to add. The only warranties I agreed to was gap insurance and auto car for $2495.

  

  Business Response

  Date: 12/08/2024

  Thank you for bringing this matter to our attention. Someone from our FInance **** at Post Oak Toyota will reach out to you and send you any cancellation paperwork.
  Sincerely

  ******* *********

  Vice President 

• Initial Complaint

  Date:08/12/2024

  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 purchased a new vehicle from Post Oak Toyota and purchased two different extended warranties. I live in another state and tried multiple times to call the finance and sales departments to cancel the extended warranties, but my calls are transferred to voicemail and I never receive a call back. This is similar to other complaints about Post Oak on the BBB.

• Initial Complaint

  Date:06/12/2024

  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 traded in my Acura MDX in March of 2024. Post Oak was the owner of the Acura dealership in ***** when I purchased my Acura. It has since been bought out by ******, but I was advised by ****** that since Post Oak was the owner when I purchased my Acura, I would need to contact Post Oak for the *** and Extended Warranty refund. I have called and left more than 6 messages for Post Oak since March of 2024 with no return phone call. All I want is the refund of those policies which I am entitled to, and I expect them to be backdated from when I have originally tried to call them.

  

  Business Response

  Date: 06/17/2024

  Thank you for bringing this to our attention. I left a voice mail with my direct phone number. For warranty or GAP cancellations, please email us at **********************************.  Thanks

  *********************************

  Vice President

  Customer Answer

  Date: 06/17/2024

  
  Complaint: ********
  
  I am rejecting this response because: I want to know that the claim and payments will be backdated to when I originally tried to contact them. This has been months of me trying to contact them and having to resort to the BBB avenue to generate any kind of response. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/12/2024

  Thank you for bringing this matter to our attention.  We believe that this matter has been resolved with *****************.  We have spoken to her and processed cancellations as requested.

  Sincerely

  *********************************

  Vice President