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Business Profile

New Car Dealers

Toyota of Denton

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints 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:12/12/2024

    Type:Billing Issues
    Status:
    Answered
    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 service on Toyota of Denton for my car Toyota Camry 2017 for tire rotation, battery diagnosis, oil change and registration. The TPMS(Tire pressure monitoring system) was working till service, but failing since then on ALL 4 tires. As per Toyota of Denton service advisor, the sensors can go bad during tire rotation. The Toyota of Denton refused to be responsible for this issue and customer is charged for diagnosis of what caused.

    Business Response

    Date: 12/12/2024

    Customer has a complaint regarding his lower tire sensors.  The sensors do fail over time as the batteries will go bad.  The customer feels that an error was made at the dealership.   There is no way to damage the sensor, without breaking down the wheel.

    Customer stated he was going to a third party for a second opinion.  No results of their findings have been provided to us.   If needed, Toyota of Denton will provide a complimentary diagnostic for this issue.  Any repairs will be the customer's responsibility.

     

    Please contact *** *********, service manager, to discuss anything further.

     

     

    Customer Answer

    Date: 12/12/2024

    I am rejecting this response because:  

    1.The service advisor with whom I talked earlier today mentioned its possible that sensors can get damaged during tire rotation. The service advisor was adamant on payment for diagnosis to be performed.
    2. The possibility of battery expiring on all 4 sensors at same time is very minimal. The suggestion of complimentary diagnosis was not shared on customer call with service advisor and with their manager. 
    3. I will perform the diagnosis with third party as there was no agreement about complimentary diagnosis. I will share the report  from third party here.

    If its an issue with battery expired -i will agree with service advisor. If its due to sensors damaged or connection getting disconnected with cars system then its a service/ maintenance issue.

  • Initial Complaint

    Date:08/07/2024

    Type:Billing Issues
    Status:
    Answered
    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 writing to you to make you aware of an awful customer experience I had at ********************** today. My scheduled appointment was to get the recommended services at the 50k **** for my Tacoma. These services include tire rotation. After I paid the invoice and the vehicle was returned to me, I noticed that I was billed for the tire rotation, but the service was not performed. I returned to the service advisor to point this out. The service advisor was able to confirm that the service wasn't provided. Billing for services not provided is a form of fraud.

    Business Response

    Date: 08/27/2024

    The customer is correct that a service was charged but not performed.  What the customer has not explained is that the advisor approached him to let him know that his tires were worn down and needed to be replaced.  The customer declined to replace the tires.  In the meantime, we did not rotate the tires, but a mistake was made and left the charge on the invoice in error.  The customer approached the advisor and asked if the tires were rotated, and the response was no.  It was a mistake.  Not fraud.  The customer was refunded immediately and has been provided a coupon for a future service.  The customer has serviced with ********************** for five years and never had an issue.

     

    Customer Answer

    Date: 08/27/2024

    I am rejecting this response because:   There are no procedures in place at this business to prevent fraudulent billing for unrendered services. I was only handed the keys to my vehicle after the invoice was paid, not before. I left the premises and noticed that my vehicle's tires were not rotated but I was charged for the service. At no point before paying the invoice I was told that the service was not provided, and I had to come back to get an explanation and demand a refund.

    I had been a recurring customer at this location and never had an issue, that is correct. However, when trust is broken, there is nothing to remedy that.

     

    Best regards,

     

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

  • Initial Complaint

    Date:03/22/2024

    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.
    On March 4, 2024, I dropped my car (2008 Toyota Corolla) to Toyota of Denton to repair "check engine light on" problem. Toyota of Denton changed "Intake Gasket" and "Throttle Gasket" and told me that the car was repaired. The cost of this repair is $992.63 However, when I drove car back home (less than 10 miles), the "check engine light" was on again. I drove my car back to Toyota of Denton again, this time Toyota of Denton told me that they needed to change oil pump and will cost another ~$1500. I refused to do so.Given the fact that Toyota of Denton never really fixed my car, I request they refund me all of my repair cost $992.63.Transaction info: Invoice No: TOCS286645

Toyota of Denton is NOT a BBB Accredited Business.

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