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Business Profile

Used Car Dealers

Family Toyota of Burleson

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/18/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 about 3/31/2025 (4/1/2025) I dropped my 2012 toyota highlander off to have a CV joint leaking repaired thru my warranty. Under the impression I would be called and updated- I was not. I was out of town on personal, owning another means of transportation- keeping up with this wasn't a priority, yet by a week+ passing assuming the vehicle should be ready. Upon reaching out to the service department on Friday 4/11/2025 @ 4:28p.m.because i had heard nothing, I was told that the person assigned to assist me was with a customer- I left a message to have AGAIN with the front desk at service to be called nobody contact me. It is now Tuesday, 4/15/2025, 9:28am & I'm calling from my office line, leave another message with my contact- I then have a call back by 10:21am which I missed with caller I.D. "FAMILY TOYOTA" while away from my desk. I promptly return missed call by 10:56am to seek another call back from 'personal service advisor' called **** *** returns my call 11:37am on a 5 min phone call I am informed that my vehicle has been finished for quite some time and trying to contact me several times thought a welfare check be sent on me. She informed me of several things-which infuriated me-for starters incorrect contact phone number was 1 digit incorrect at the end AND my total would be over $500 at pickup due to a new battery replacement which i did not authorize. MIND you the reason Im mainly ticked is that 3/20/2025 AAA came to my home to give me a brand new battery for old dead one on warranty. Which brings me to where the woman said "I ASKED FOR IT" I didnt deny it but didnt agree with it either she proceeded to say my AAA battery was gone now and there wasnt anything that can be done. My car will not be given to me until balance is paid in full. I *** $250 warranty service provided on something having nothing to do with a battery. My mother call for *** mgr and was told that i gave authorization via telephone call to have battery replaced. Untrue I have record

  • Initial Complaint

    Date:02/26/2024

    Type:Product Issues
    Status:
    Unanswered
    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 vehicle in 2021. A 2019 ***** impala that came with GAP and other warranties. My car was refinanced then paid off then totaled. My insurance paid the car off completely and I asked for a refund of my gap insurance and got the run around I have still not received my refund back for that policy.

  • Initial Complaint

    Date:01/08/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 Toyota Camry from the Toyota of Burleson in March of 2021(NEW). During the price negotiation, I asked about including an 8 year extended warranty. I was quoted a price of $800-$900. In late 2022, I had a minor issue with operation of horn using the remote. My Toyota is still covered under the Toyota standard 3 year warranty. I fixed the remote myself. When I was looking for the warranty language, I realized the extended warranty inadvertently was not included per my request. I contacted the dealer and asked that the dealer add the extended warranty. The dealer quoted me a price of $1400. I refused. I have been buying Toyota for the past 40 years and have always purchased the extended warranty, but have never used it. Looking true the sales documents, I have found paper work for transfer and inspections of this vehicle from the flood prone area of *****. Although I have had no problems with this vehicle ( only ****** miles on it), I believe the dealership knew this and purposely excluded the warranty. I will consider the matter resolved, if the dealer sell me the extended warranty for the quoted price of $800-$900.

  • Initial Complaint

    Date:10/09/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 had searched the toyota.com for their current inventory of 4Runners. The Family Toyota of Burleson had a 2021 4Runner SR5 Premium 4X4 with 0 miles listed for $39,995. When I contacted the dealer via email about the vehicle, the sales manager ***************************** sent me an email stating that the vehicle was recently sold and stated they had 4Runners identical in features and specifications. The three vehicles he sent me were for about the similar price but all had 30K mile or higher on them. I believe that the dealership is engaging in illegal business practices by listing vehicles at a great price that are none existent at the dealership to lure people in and once they contact them to inquire and tell them it just recently sold but they have similar vehicles, but the similar vehicles are no where comparable to the original vehicle that was inquired about.

Family Toyota of Burleson is NOT a BBB Accredited Business.

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