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:03/20/2025

  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.

  Bought a used vehicle from this place, was lied to about the condition of the car. Was told it was in great shape and passed inspection, drove off the lot and the side mirror fell off. A week later the ** stopped working. Ive been having mechanical issues for about a year and they refuse to help me with this issue. Ive reached out to all the managers on staff with no response. One salesman was trying to get me to do a voluntary repo to get a new car. Totally unprofessional and rude. Ive done everything I can on my end and no one there will even respond to me. Im stuck with an unsafe vehicle for me and my children. Im not expecting another baby and the stress of this is too much. I shouldnt have to fight this hard for a wrong to be made right. I was scammed into buying this trash vehicle and now no one wants to step up and do the right thing.

  Business Response

  Date: 03/27/2025

  Hello *****, 

  We sincerely apologize for the frustration and stress this situation has caused you. Your experience is not the standard we strive for at Toyota of Boerne, and we deeply regret that you feel unheard and unsupported. Your safety and peace of mind are important to us. I hope our team's effort to ensure your concerns were properly addressed and resolved helped restore your trust in Toyota of Boerne. Our goal is to make this right. We appreciate your patience and the opportunity to resolve this for you. 

• Initial Complaint

  Date:03/20/2025

  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.

  I am filing a formal complaint against Toyota of Boerne regarding a deceptive sales practice involving the CarRx by ******* membership that I was forced to purchase when I bought my vehicle on January 18, 2025. During the sale, both the salesperson and sales manager insisted that this maintenance software and GPS device was mandatory and could not be removed from the deal. Initially, the cost was approximately $2,995, but after further negotiation by my husband few days later, it was reduced to $998. However, despite paying for this service, I have not received the registration code or any way to access it. Additionally, the process of adding this charge felt misleading, as I witnessed the finance *** calling over another finance *** to help him manually enter the CarRx 12-month membership on the accessory line in the purchase agreement, raising questions about whether this was truly standard practice because on the 1st purchase agreement the (CarRx $1,498) was packed on the purchase price and did not reflect on the accessory line in the purchase agreement. The purchase agreement I signed with the sales *** reflected the ***** $1,498, this purchase agreement that the sales *** and manager use has been photoshopped and altered. it does not reflect the purchase agreement in finance. I have attempted to resolve this issue by calling and emailing Toyota of Boerne to request the registration code, but I have received no response. At this point, I have paid $998 for a product I cannot use, and the lack of follow-through from the dealership makes this feel like a scam.I am requesting a full refund of the $998 for this charge that was added to my purchase price under misleading circumstances. As this ***** membership has no benefit to me whatsoever and is not mandatory to have. This experience has damaged my trust in Toyota of Boerne ***************** and I would like this matter addressed as soon as possible.Vehicle Information:Toyota RAV4 VIN: *****************

  Business Response

  Date: 03/27/2025

  Hello *******,

  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for any confusion or frustration you may have encountered during your most recent purchase. We understand your concerns and want to ensure this matter is addressed properly. We have reviewed the details of your purchase, including the pricing and registration code issue, to provide you with a clear resolution. Though all of our vehicles sold here at Toyota of Boerne come physically equipped with CarRx as our dealer ad and part of our overall sale price, we are honoring your request of a refund of $998.  We will directly mail the refund to your lienholder RBFCU within the next 5-7 business days and you should see it posted to your account shortly after. Our goal is to make this right and restore your trust in Toyota of Boerne. We appreciate your patience and the opportunity to resolve this for you. Thank you again for the opportunity.  We genuinely appreciate it.

• Initial Complaint

  Date:03/06/2025

  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.

  I purchased a Gold Certified Corolla from Toyota of Boerne; the car had a mold issue and the dealership refused to honor their warranty or fix the issue. The ******************** of Mold Issue I bought a Gold Certified Corolla from Toyota of Boerne under the promise that it met Toyotas highest pre-owned standards. I also purchased an extended warranty for additional protection.After a winter storm, I didnt use my A/C for several weeks. When I finally turned it on, a strong mold smell filled the car. I attempted to fix it myself by changing the air filter and airing out the car, but the smell persisted.Toyota of Boernes ****************** Refuses to Help I called the service department, where an employee apologized and assured me that Toyota would take care of it under my warranty.However, when I arrived for my appointment, the service manager refused to even inspect my car. Instead, I overheard him tell the technician to send me back to the sales department. I was shocked and frustratedwhy was I being sent to sales instead of getting my car fixed?Sales Department Attempts a Bait-and-Switch When I spoke with my original salesperson, he told me that the best solution was to trade in my car and buy a new one. I reminded them that I had just bought the car and couldnt afford another down payment. My salesperson reassured me, saying, Dont worry, well do right by you.The Unrealistic Trade-In Offers I agreed to test drive a Gold Certified Corolla without a mold issue.First offer: Over $23,000$8,000 more than what I originally paid for the same model.Second offer: $22kstill way too high for a fair **************** offer: $21,500kthey expected me to pay thousands more for their mistake.I realized Toyota of Boerne had no intention of fixing my car. Their only goal was to upsell me.Refused to inspect or fix the issue, despite my warranty.Service department dismissed me and sent me to sales.Wasted my time and refused to take accountability.

  Business Response

  Date: 03/12/2025

  Hello ****,

  Thank you for reaching out and for bringing this to our attention. We sincerely apologize for the frustration and inconvenience you have experienced. This is not the level of service we strive to provide, and we regret that you feel let down by your experience. Thank you for giving us the opportunity to address your concerns through our service department.  Please let me know if there is anything else I can assist you with. 

• Initial Complaint

  Date:02/19/2025

  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.

  on or around august of 2024, i went to buy a ****** 370z being sold by the dealership. in the last moment tried to uncharge me by $900, the car was nice. But would not work with me very much for the issues that it had. (Scraping body panels, peeling tint, repainted door that was not painted all the way. Still showing primer, and blown shocks causing the front bumper to come off) I have been contacted via ****** review comments. The person they have told me to contact is never at the dealership. Out on leave. Personal business. Vacation. I've been led on multiple times by this dealership. All I would like done is to have the un painted portion if my door to be painted and my tint to be fixed. But even almost a year later nothing has been don't even after multiple calls and messages left. (photos provided are screen shots from my original attempt to contact the dealership via ****** reviews)

  Business Response

  Date: 02/19/2025

  Hello Mr. ********************* you for reaching out and for sharing your experience. We sincerely apologize for the frustration and inconvenience you've faced while trying to resolve these concerns. This is not the level of service we strive to provide.  In reviewing your purchase of the 2009 ****** 370Z I was able to confirm the condition of the vehicle. The vehicle was competitively priced and sold to you as an "AS-IS" no warranty vehicle. I am attaching the "AS IS" agreement disclosure you acknowledged and signed at time of purchase. These "AS-IS" vehicles are not in perfect working condition and may have cosmetic and or mechanical issues which is why they are priced extremely competitively.  In order to avoid any misunderstandings with the condition of the vehicle and to manage customer expectations we disclose that they are "AS-IS with NO WARRANTY" and have a disclosure agreement documented.  Unfortunately, we will not be able to assist in any repairs to this vehicle.  If you are interested in trading in the vehicle for a different option found in our inventory, we will be more than happy to assist you in that.  Thank you again for reaching out to us and giving us an opportunity to address your concerns with transparency. 

  Customer Answer

  Date: 02/25/2025

  Complaint: 22958394
  
  I am rejecting this response because: while making the purchase and being informed the car is sold As is. No efforts where made to inform me to any of the issues. I know it is the customers duty to do an inspection before purchase. But. With the dealership knowing the true condition of the vehicle I feel as if they where negligent in there obligation to inform me of any of the missing paint and or peeling tint. No comment was made about any of the fender noise from the tires rubbing the car. I understand the dealership won't help me fix the 2 issues I would like resolved. But I would like to keep the BBB and ****** reviews of there dealership up in the public view just so others will know that this dealership will do there best to keep information about there cars from the customer for as long as they can.
  
  Regards,
  
  **** ********

• Initial Complaint

  Date:01/15/2025

  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.

  I am in the market for a used car. Toyota of ******** website has had some of the cheapest car prices in the area, however they are not for sale at that price. The first car I saw was a *** **** advertised for $1500. When I called about the car the salesman told me he looked into it and the manager said it was for wholesalers only, not the public. It did not say that on the website. The next car was a 2015 **** Focus for $3000, currently on the site here:***************************************************************************************************** I inquired on the dealer website and salesman ********************************* replied. He told me the car needed inspection and I told him I would be by tomorrow to see it. I told him I lived an hour away and would text him when I took off so the car could be ready to test drive when I arrived. I texted him my ETA various times to let him know I was on the way.Once there he brought up another car, a Focus priced at $9000. I told him I wanted to see the $3000 car. He told me it wasn't for sale at that price, despite it being advertised at that price and I received an email also saying the car was "Final price: $3000" I can forward if necessary. He said it needed potentially thousands of dollars of work in order to be test driven, then sold. Why is it then advertised at that price? Why was the $1500 *** not listed as "wholesale buyers" only?Is this not false advertising?

  Business Response

  Date: 01/18/2025

  Hello Mr. ********************* you for reaching out and sharing your experience with us. We sincerely apologize for any confusion or frustration caused by the discrepancies you encountered regarding the pricing and availability of vehicles on our website. Your feedback is invaluable, and we take concerns like yours very seriously. I will be happy to look into your concerns over our pricing and vehicle availability with our pre-owned department.  We sell between ******* vehicles a month and our inventory availability changes quickly daily throughout the day before it can be updated on the website.  We offer New, Used, Certified Toyota, and AS-IS vehicles that tend to need repairs and are priced accordingly. While it was not our intention to mislead, we recognize that additional context about the cars condition should have been provided upfront when available. We will review our pricing and advertising processes to ensure clarity and accuracy for all our customers in the future. Once again, we apologize for the inconvenience and appreciate the opportunity to address your concerns.

• Initial Complaint

  Date:12/16/2024

  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 was sold a defective car. I went to the dealership to test drive a car I found online. When I got there, they connected me with a whole other salesperson who claimed not to know what car I came to see. He drove me in a car to another lot on their property to find the car I came to view. Interestingly enough, the car I was there to test drive was nowhere to be found. I didn't get to drive the car we were in; the salesperson drove it. He assured me of its reliability - it being a Toyota - saying though it had 200k miles, they've been known to drive "literally" 1 million miles. I needed a vehicle for my niece and was using the last of my money to make sure she could get to work, since hers died on the side of the road. He said she'd easily get 2-10 more years out of it. I am not a mechanic, nor do I have any smarts on cars. I told him to please be honest with me - he assured me he was. I bought it, but since I'd driven there and couldn't drive two cars to leave, he said I should come back the next day since he had to send it to detail anyways. I flew my niece in from ******* so she could put her name on the title with me - she was supposed to drive it home. We were so excited. When ***** (the salesperson) drove the car to the front of the dealership the hood was unlatched, so I closed it. Then, as soon as we drove it off the lot, she told me that the car was shaking, and the check engine light was blinking. We Googled the symptoms along with make, model and year and the internet said to stop driving it immediately. I called the salesperson to tell him what was going on and asked if I could bring it back. He said that I bought it "as is" and there was nothing he could do. I told him that when I signed the paperwork there was no shaking and no check engine light - so "as is" is as it was when I test drove it. I told him I felt lied to and cheated - that there was something not right about a car that all of a sudden had serious issues, just minutes after leaving.

  Business Response

  Date: 12/16/2024

  Hello Hope, Thank you for reaching out and sharing your experience with us. I sincerely apologize for the frustration and disappointment youve faced, and I truly understand your concerns regarding the issues with the vehicle you purchased. Its clear that the circumstances surrounding your purchase did not meet your expectations, and for that, I am truly sorry. I want to assure you that we take these matters very seriously.  We strive to offer an exceptional customer experience to meet all of our customer's needs by providing them with a vehicle that will meet their needs and budget with full transparency. The 2003 Toyota Camry with ******* miles was priced accordingly and indeed sold "AS-IS".  These AS-IS vehicles are a niche market and are sold with no warranty what-so-ever which would include all working parts and all non-working parts.  Though we are not clairvoyant to mechanical issues that may arise after delivery, we understand your frustration.  We would be willing to assist you by diagnosis your check engine light and shaking concern at no charge.  We would also be willing to trade you out of it and see if there is another vehicle you would be better interested in as we hold one of the largest pre-owned selections.   Thank you again for bringing this to my attention. I look forward to working with you to address the concerns youve raised.

   

  Customer Answer

  Date: 12/17/2024

  Complaint: 22693898
  
  I am rejecting this response because you diagnosing the cause of the shaking and rapidly blinking check engine light doesnt make it drivable, it just tells me whats wrong with it. You offering to trade the vehicle, especially in a [now known] non working condition means youll provide me less money than you charged me to buy it - including that mandatory tracking system that I didnt need. You offering to diagnose the vehicle doesnt pay the charges to have the vehicle towed to you from the spot it still sits - only 6 miles from your dealership, where its been since driven off your lot the day it was signed for. When I called that night, in the dark, on the side of the road, and in distress, your salesperson said, Honestly though, if you wanted reliable, youre going to have to spend more money.

  I feel like this was an absolute scam. Why was the hood up on the car when it was driven around? What was done to the car, from the time I rode in it? I didnt even get to drive it! It didnt have a check engine light on nor a shake when acceleratingor Id have never bought it in that kind of as is condition! No one would have - especially when I explicitly stated that I needed something my niece could drive her and her babies around in. I told your salesperson that I would happily be on my way if I couldnt get reliable at the price I asked for - I was duped with the, Toyotas are known to literally a million miles, and shell get 2-10 more years out of this. 
  

  You wouldnt accept this - youd be flabbergasted and frustrated too. But youre trying to get me to just be good with having been lied to and stolen from.

  If his car was in its current as is condition when I rode in it, it wouldnt not have been purchased. So, I didnt get as is I got tricked. 
  

  I would accept this if I remotely believed your company would help me get into a car that works and I wouldnt be made to pay above what I came in being able to pay. I dont have the money - I just dont. 

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

  Business Response

  Date: 12/20/2024

  Hello Hope,

  Thank you for taking the time to speak over the phone earlier today. Again, sincerely apologize for the inconvenience this experience has caused you. As I mentioned earlier, we are willing to take the vehicle back in trade and give you what you paid for it towards another vehicle that may fit your needs and budget.  I understand you will not be available until after the holidays roughly 28th-29th.  Once you return, we can look at what inventory selections we have at that time.  Thank you in advance and looking forward to resolving your concerns. 

  Customer Answer

  Date: 12/24/2024

  Better Business Bureau:
  
  I sincerely appreciated the phone call and the additional context to the offer. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will be in touch, upon my return home. Thank you. 
  
  Regards,
  **** *********

• Initial Complaint

  Date:12/02/2024

  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.

  The worst truck buying experience of my 50 years trading vehicles began on 8/15/24. I went to ********************************* to look at Tundras/Tacomas. I found Tundra on higher end of my budget but was encouraged to see if could make deal. They offered $7k less then what my trade had appraised at hours earlier so I initially declined trading my 2015 F250 diesel with them and asked for cash price was told $ 7k off msrp $64.5k. They came back with offer of $20 k ( $3k less then worth) but I accepted with understanding Tundra price was$57.5k. Finance pushed deal with out showing my any breakdowns or itemization and pressed to get GAP/VSA . You sign a desk size electronic pad and don't get papers but thumb drive you have to open and print . 2 days later learned they had added $4k hidden adds. Tundra had flawed windshield - would frost at temps below 75 degree making it unsafe to drive . Returned and they polished windshield but did not fix it .Asked them to 1) return my truck and void deal, 2 put me in loaner Tundra til they fixed mine, 3 put me in another vehicle . they opted for 3 and showed me $6k upgrades - refused them Found Tundra w msrp $2k less then Tundra i was returning- They wanted $13k more to trade Tundras . Found Tacoma $12k less msrp(51.9k) but they wanted $6k more ?!After 3 hr ended w ****** and $8823 in GAP/*** . When I realized I was oversold on that coverage I had to request 5 times to cancel . All 3 coverages were supposedly cancelled on 9/25/24 but I have yet to see funds for 2 of 3 policies ($6,500) post to truck loan. When the second deal was done I asked how A__ came up with trade in value as I felt it did not reflect my trade in+cash payment in first deal.I was told he made the number up and could not explain it. I paid twice for their add ons($4k ) twice for Doc fees, Dealer tax, and license. They offered for me to drive back there ( 1-1 1/2 hour round trip)to try and explain something they already told me they made up. overpaid sales tax by $1k

  Business Response

  Date: 12/11/2024

  Hello Mr. ****************** you for reaching out and expressing your concerns.  For your original purchase of the Tundra the **** Tire/Wheel coverages were credited to you as down payment on your Tacoma purchase in the amount of $8,128.00.  The fees and taxes that were charged on your Tundra are not refundable items as they are part of every vehicle purchase. When negotiating the new purchase of your Tacoma all dealer ads were disclosed and they are on every new vehicle purchase here at Toyota of Boerne. As good faith we are willing to offer an additional $500 refund towards the dealer ads on you second purchase of Tacoma. This refund would be sent directly to your lienholder and applied to your loan once you have confirmed acceptance of the refund. We appreciate the opportunity to assist you.  

  Customer Answer

  Date: 12/13/2024

  Complaint: 22624418
  
  I am rejecting this response because: I have asked for the showroom deal sheet on  Tundra and not received .  I will get through discovery .   Their actions on Tundra were deceptive it cost me $2,018.68 to drive their defective and dangerous Tundra for 2 weeks unacceptable  . I will exercise other options before arbitration . It took 6 requests and 2 1/2 months to get credit from canceled warranties and service contract 
  
  Regards,
  
  **** *****

  Business Response

  Date: 12/31/2024

  Hello Mr.  Beach.

  I deeply regret that we have still not met your expectations. The refunds and cancellations have been processed as you have mentioned.  The final outstanding resolution we still are willing to honor as good will to conclude our efforts to address your concerns is the $500 we previously mentioned.  The doc fee, dealer tax, license fees and additional amounts you requested were part of your purchase price. Thank you for the opportunity. 

  Customer Answer

  Date: 01/15/2025

  Complaint: 22624418
  
  I am rejecting this response because:   There is still $1,444.00 that has not been credited. 
  
  Regards,
  
  *******************

  Business Response

  Date: 01/18/2025

  Hello Mr. *************** have confirmed your refund has been processed and issued from the warranty company directly to your lienholder.  Unfortunately, the lienholder does not show receiving the refund check issued.  Copies have been forwarded to you for backup.  We are requesting the warranty company to cancel and re-issue the refund which should take roughly 7-10 business days to be received and posted to your account.  We sincerely apologize for the inconvenience and frustration it has caused.  

• Initial Complaint

  Date:11/25/2024

  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 recently bought a used 2024 ******* LE, ***** was my sales person. We negotiated for a while, I was promised the car had 2 keys. Once I signed the contract and the car was ready to go, my sales person said should could not find the 2nd key, but that she would look for it. I call a few days later and no key. Its a Gold Certified Toyota, and I was promised a 2nd key. I would like the 2nd key I was promised.

  Business Response

  Date: 11/26/2024

  Hello *******,

  Thank you for reaching out and sharing your experience with us. I sincerely apologize for the inconvenience you've encountered regarding the second key for your 2024 Corolla LE. I understand how frustrating this situation must be, especially after being promised two keys during the negotiation process. I want to assure you that we take your concerns seriously. I will personally follow up with our sales team to investigate the matter further and ensure we locate the second key for you. We truly appreciate your business and are committed to resolving this matter as quickly as possible. Please feel free to reach out directly if you have any further questions in the meantime at ****************** and ask for ****** *********.

  
  Thank you for your patience and understanding.

  Customer Answer

  Date: 12/04/2024

  Better Business Bureau:
  
  I got a call  to come in and have a key made after putting in this complaint. I got my key! 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:10/07/2024

  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.

  My husband and I bought a 2020 ******* Santa Fe on Friday night, 9/27/24, at ******************* Toyota of Boerne. Two days later on Sunday afternoon, 9/29/24, the air conditioning stopped working. We took it to a mechanic shop on Monday morning and they ran a diagnostic test and let us know there was a hole in the evaporator coil. The extended warranty we purchased will not cover this because they say it was a preexisting condition that the dealership should have caught and had fixed before selling us the car. We have called, emailed, and written a ****** review but we continue to be ignored and offered no help from the dealership. The only thing they offered us was to negate the sale and put us in a vehicle we don't like with a higher payment that we can't afford. All we want is for them to get this fixed. It's $1250 to fix the ac. I don't trust them to do the work because they could easily put coolant in and lie about fixing it. There are many other reviews where they have done bad repair work, neglected or lied to their customers about work performed or lied about if the vehicles they sell are certified and prechecked before selling. Please look into this business. Just looking through the reviews is scary because they seem to be doing this to lots of other customers.

  Business Response

  Date: 10/07/2024

  Hello Mrs. ********************* you for reaching out and sharing your experience. Im truly sorry to hear about how dissatisfied you are with your ******* Santa Fe purchase. Its clear that youve put a lot of trust into this purchase, and its disappointing that the malfunction of the air conditioning came out as a surprise. During negotiations of the purchase, our Used Car Director ***** ******* shared with Mr. ****** ******** the condition of the a/c and that $2K was necessary to secure financing through the bank due to the negative equity incurred from your trade. Since that was not an affordable option at the time, Mr. ******* agreed directly with Mr. ******** to reduce and discount the sale price in order to help you secure your maximum financing terms and conditions contingent that no charges or additional repairs would be incurred or completed due to the discount given. 

  After you both expressed your dissatisfaction with the purchase, we invited you back to trade out of the vehicle for alternative vehicle options while offering to give you what you paid for it in trade value not losing any of your investment. Since there is no acceptable vehicle in our inventory to meet your satisfaction, we are offering to completely buyback the vehicle and return your trade and deposit made at time of purchase. We are committed to doing whats right for our customers, and I regret that you feel let down by the options provided so far.

  Thank you again for your patience and appreciate the opportunity to address your concern. 
  

• Initial Complaint

  Date:09/26/2024

  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.

  Yeah over the past year I've contacted the dealership multiple times about fraud occurring with Toyota of Bourne in regards to my lease. I signed a lease for ***** and I got proof from a representative on the phone confirming I signed for *****. The company keeps telling me the are going to fix it, but continue to get put off of sales staff and managers. At this point my loan is 4k more than I signed more at they are committing fraud.

  Business Response

  Date: 10/07/2024

  Hello ******. 

  Thank you for bringing this to our attention, and I sincerely apologize for the ongoing frustration and lack of resolution regarding your purchase. It is concerning to hear that, despite multiple attempts to resolve the issue, you feel misled and that the situation remains unresolved. Your concerns about the discrepancy in the purchase amount are very serious, and I want to assure you that we take accusations of fraud extremely seriously. We have thoroughly reviewed your purchase made on 1/28/2023 and the sale price was what you agreed upon plus TT&L, dealer ads and $4.5K in finance charges due to the high interest rate your credit qualified you for. 

  During your communications with us we have remained professional, patient and thorough despite the belligerent tone and mannerism you have engaged with us. We are committed to addressing your concerns and offer clear transparency. Thank you again for your feedback, and I truly apologize for the negative experience you had.