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: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.

  I was sold a used Jeep end of October 2024 and promised it had gone through a thorough inspection. I find it has an open recall on the car fax they provided and imediately had it done. The engine locked up Christmas. After weeks of lip service manufacturer ******* approves replacement but I wait till mid February. Shotenkirk Toyota Granbury actually offered to buy it back for a loss when I first complained on a survey. When I was upset the manager actually mumbled a profanity as he slammed down the phone. The Jeep is back at the service department I have picked it up 3-4 times now first time a grinding noise, next time back for parts falling off, no AC was not serviced, and a major coolant leak, picked it up got home it left another coolant puddle 1/2 gallon so took it back. I want this purchased back at a fair and equal price, I was sold a ****** that was not taken care of and inspected properly in the first place!

  Business Response

  Date: 03/21/2025

  I offered to buy the vehicle back in February for the sales price the customer bought it for and the only difference out of pocket after accounting for clear title trade was the Tax, Title and license fees. I have attached the outgoing email offer I made to the customer on 2/4/2025 after being cussed out repeatedly on a recorded line which I can also provide. My offer to purchase the vehicle back is no longer on the table. 

  Customer Answer

  Date: 03/21/2025

  Complaint: 23094509
  
  I am rejecting this response because:
  
  Regards,
  
  *** ***********

  they offered me a insult loosing over $6000 and was upset due to not having a vehicle stuck making payments with no resolve and no help from the dealer who only contacted me after a bad review. They refused to deal with me and only want to present me being upset as their excuse to do shotty business! They are really good at making it the customers fault arent they. Ill go ahead with a legal direction then

  Business Response

  Date: 03/21/2025

  There is no further offer on our end. 

• Initial Complaint

  Date:03/12/2025

  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.

  I originally bought my car through Shottenkirk CDJR Granbury on 9/25/24. I signed all my paperwork & even turned my deposit in through them. Then on 10/1/2024 I randomly get a call from a finance manager that worked for Shottenkirk Toyota Granbury saying that they bought my car from Shottenkirk CDJR and that I would now have to sign new paperwork for the purchase of my vehicle through them instead. It was really sketchy & this shouldve been the first red flag but this is my dream car & to my understanding I already had bought ******* was in my possession. Before I signed the new paperwork, I read it over & realized that Shottenkirk Toyota was charging me more for the car compared to what I had originally signed for when I purchased my car through Shottenkirk CDJR Grandbury. Since the selling price of the car was increased, it made my total financed amount greater as well as also increased the prices of my warranties on the car. I communicated these concerns with the finance manager I had been in contact with, ******, and he promised to write me a check in the amount of $810.54 to cancel out the overcharge. This was still very sketchy to me so I requested that he send over documentation in writing that I would be getting a check to cover the overcharge difference of the car I had already purchased a week beforehand. He sent over ***************** resigned my paper work through Shottenkirk Toyota. I have yet to receive this check and the Shottenkirk Toyota manager who signed off on the paperwork said he would not honor it and will not send me the check. In November, my temp tags had expired so I called to get new ones and get updated on the status of my permanent plates. To my surprise, Shottenkirk Toyotas title loan department told me I wasnt in the system & that the car I purchased was never purchased with them. Eventually they found it & sent over new temp tags. Come February, those new temp tags also expired and the same situation happened again.

  Business Response

  Date: 03/12/2025

  Looking back through this transaction it appears we weren't able to obtain financing for ******** at our **** location. We ended up contractracting the loan through Toyota Financial at our Toyota location. The refund check would have been issued to the bank not the consumer since there was a lien. I will have my accounting department confirm the check being issued and provide a copy of the check. If it was not handled I will have the check sent and provide a copy of the check. I will also find out why the plates haven't been issued. 

• Initial Complaint

  Date:01/03/2025

  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 August 13, 2024 I purchased a new vehicle from the dealership. I agree with other comments made to BBB about the dishonesty and tactics of the staff.Throughout the entire purchase experience I was told one thing and then another. My salesperson was not knowledgeable (maybe new to the job) and the finance manager was involved in all aspects of the negotiations. I paid cash. My issue is specifically regarding the $2251 I paid for extended warranties: 1. The maintenance plan overlaps the new car existing factory warranty instead of activating when those factory warranties end. 2. The Select Premier coverage. If I cancel these now, the refund is prorated for a loss of $300+ on my part. I would not have purchased if these were properly explained to me.All of the paperwork has incorrect initial mileage documented (5 miles). I bought the vehicle out of the show room only to learn after purchase that it had 200 or so miles. Immediately following the purchase I attempted to ask questions and clarify several things with my salesperson and the finance manager but was either ignored or told it wasnt as I remembered. I tried to call and email the ** of the dealership to no avail. I did speak with his assistant at one point who helped me with a parts ******** totality I feel like the staff at the dealership is dishonest with no interest in building a relationship with their customers. I wont return and would not recommend. Shout out to ****** for spoiling me on what the buying and service experience should look like.

  Business Response

  Date: 01/03/2025

  Every time we have reached out to the customer for a call back the phone goes straight to voicemail. She needs to unblock the stores number. If she want's to cancel the coverage with no prorated adjustment I would be happy to assist with that.

• Initial Complaint

  Date:10/23/2024

  Type:Product 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.

  My name is **** ******. I am in the process of purchasing a vehicle from ShottenKirk Toyota in Granbury. I am having a disappointing experience and am hoping you can ********* customer number is *****. On **/** I traded in my Tesla Model S for $48,818 and added $5,000 to purchase a Land Cruiser. I financed the remaining balance of $19,865. The Land Cruiser is supposed to arrive early November. On 10/22 I told the ** that I would like to purchase a Tundra instead. They located the exact build I requested, and it came out to roughly $78K I simply want to swap the Land Cruiser for the Tundra, and finance the remaining balance. They refused. My expectation is that I would have a credit of $48,818 from the Tesla, plus the $5,000 cash I put down, plus the $19,865 from the loan payoff. I should have a credit of $73,683 which would be applied to the Tundra TRD Pro. Instead they are trying to trade in the Land Cruiser, which I do not have in my possession, and give me $66K credit towards the Tundra. They want me to lose $7,683 on a car I never received. This does not seem right to me. I would rather reverse the trade-in and be refunded if they cannot apply the $73,683 to the Tundra.

  Business Response

  Date: 10/23/2024

  We are not will to give the customer a trade value of more than he paid for the vehicle originally. He is welcome to trade the unit back in but he still has to pay taxes on the difference of the new Tundra he trades for.

  Customer Answer

  Date: 10/23/2024

  Complaint: 22462361
  
  I am rejecting this response because:

  Dealer offered $66K trade-in for a vehicle I have not received yet. Paperwork shows I paid $71,721.00 before taxes (image attached). The adjusted total should be Tundra minus $71,721, plus taxes on the difference.

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

  Business Response

  Date: 10/24/2024

  This is incorrect. We offered $69,000 for the Land Cruiser to be traded back in. 

  Customer Answer

  Date: 10/24/2024

  Complaint: 22462361
  
  I am rejecting this response because:

  please note this a different deal than what was originally offered. At this time I believe this dealership is unethical and I do not want to do business with them. Screenshot attached. 
  
  Regards,
  
  **** ******

  Business Response

  Date: 10/25/2024

  The customer was offered a reasonable solution to trade the vehicle he bought in for the truck he now wants. The customer got buyers remorse days after his purchase and wanted to undo his transaction on the Land Cruiser and buy a TRD Tundra. The dealership and the customer signed all legal binding documents on the original transaction. There was nothing unethical about the transaction. We offered a solution to the customer which was to trade the vehicle he bought and we offered him $2,000 less than the **** as a trade value. The offer to trade still stands.

• Initial Complaint

  Date:09/26/2024

  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.

  A vehicle was advertised online at ***** miles on 24th sep 2024. I went in to close the deal. after signing the contract when i took the delivery i noticed the car has more than ***** miles. i immediately notified one of the sales *** who was closing the facility but he said this is normal as our customers drive these as backup cars. i reminded him that ***** is what i paid for and it is what is on the odometer form. i again called in the morning and i was told to bring the car back and take back you trade in instead of adjusting the price.

  Business Response

  Date: 09/26/2024

  ******* was disclosed at time of sale. Finance manager did not correct paperwork. We offered to correct paperwork for the customer and we offered to unwind the sale and give customer pack their trade. We have already discounted the car below the original online price that the customer originally agreed to. The offer still stands to correct paperwork or unwind transaction until end of day 9/26/2024. After that we will recondition customers trade and no longer offer to unwind transaction. 

  Customer Answer

  Date: 09/27/2024

  Complaint: 22340566
  
  I am rejecting this response because the facility never disclosed actual mileage. I understand the error on the part of finance manager but was the online advert also wrong. I don't want to unwind the deal. I would like for the price to be adjusted. 
  
  Regards,
  
  **** ****

  Business Response

  Date: 10/01/2024

  The price was already discounted. We are not discounting the car any further.

  Customer Answer

  Date: 10/02/2024

  Complaint: 22340566
  
  I am rejecting this response and I have reached out to DMV for this dealer running shady practices. 
  
  Regards,
  
  **** ****

• Initial Complaint

  Date:07/29/2024

  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.

  We purchased a used 2022 Highlander from Granbury Shottenkirk in June of 2024. While we were test driving it, a warning light came on for a problem with the *** and cruise control. Part of the agreement upon purchasing was that they would repair this problem. I have had my car in for service 4 different times, and the problem has not been resolved. I keep getting excuses such as they need more time to evaluate or a technician that can handle it is on vacation. After leaving it with them for two solid days, the warning lights came on again within an hour of getting it. This is our only vehicle, and am getting nowhere with Toyota

  Business Response

  Date: 07/29/2024

  Customer is coming in on Tuesday and will be given a loaner vehicle to drive while we diagnose this issue. 

• Initial Complaint

  Date:07/12/2024

  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.

  Me and my husband purchased a truck from shottenkirk in 2022. We went to trade it in and were told the vehicle is from ****** so no one will accept the truck. We were never informed of this, or we wouldnt have purchased this truck. *** called the dmv to notify them and they have no record of the truck until 2021, the truck is a 2017 model. *** tried reaching out to the dealership several times with no success. They will not return my calls so that we can figure this situation out. I feel they should be held accountable for selling foreign vehicles with out disclosing that information to the customer.

  Business Response

  Date: 07/12/2024

  The truck has a bond released date of 5/27/2021 by the US **** of *************** We acquired and the truck 7/21/2022 and sold the truck 8/22/2022 with a Texas title. This would not cause any issue in trading in the truck. 

  Customer Answer

  Date: 07/15/2024

  Complaint: 21982090
  
  I am rejecting this response because: I have went to several different car dealerships to try to get rid of the truck, and none of them will accept the truck. They all state that since the truck is from ****** there is no record of the truck from 2017-2021. We should have been made aware of the origin of the vehicle before the purchase so we could have been aware of the difficulties of trading in would be. If we would have know we wouldnt have purchased the truck, which is why they didnt disclose that information. It would have been harder for shottenkirk to get rid of the truck if they notified the customer.which is what we are now going through trying to get rid of it. 
  
  Regards,
  
  *****************************

  Business Response

  Date: 07/16/2024

  We will have someone from the store reach out in regards to trading the truck in. The fact that *******+ miles has been put on the truck in 2 years will present a challenge though.

• Initial Complaint

  Date:01/02/2024

  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.

  I schedule a appointment about 4 hours in advance to look at a tesla. When I came to look at the tesla after ***** mins of waiting ***** told me they couldnt get in car. After another ***** mins Hatty said the battery was dead that is why they couldnt get into car. ***** then told me they have the car on charger. I decided to get lunch while it charged. When I left I notice the tesla was still in the same place and not on the charger. I gave them benefit of doubt that they was working on it and went ahead and got lunch. I came back ************************************************************* the same spot. I told Hatty what I notice and she stated that they did charge it. I again gave benefit of doubt that they did maybe charge it some. After going in the back for about 8 mins Hatty came out and stated the car was not charged but is working on it. I decided to keep waiting to see if it can get resolved. Finally the manager got involved and stated he is sorry for ***** giving false information and he had to say something to her for not telling the truth several times in the past. He then stated we can go over financing options while they try and figure out the charging. After showing the financing options the car went from $35,814 to 42k. He stated the reason for the price is because of $3,000 worth of add ons. I asked if I could take these products off, he stated I cannot take these products off and they are mandatory. I decided it is now time to leave because idk the reason they did not want to provide good service. I drove 2 1/2 to this dealership and was stayed over two hours trying to get the tesla I came for but it was a blank mission. I would recommend take service elsewhere.

  Business Response

  Date: 01/03/2024

  All adds presented to customer on our pricing worksheet are optional such as LoJack and window tint. The battery on the Tesla died completely and we did not have enough techs staffed late that evening to pull them off customer cars in service. There was no way for anyone on the sales staff to get into the Tesla with the battery being dead. We are sorry for the trip you made up and are willing to reimburse fuel cost for your trip.  

• Initial Complaint

  Date:08/16/2023

  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.

  I purchased a 2022 Toyota Highlander from Shottenkirk Toyota Granbury January 29th, 2022. Upon purchase, I was told by ******, in finance, if I paid monthly for the premier coverage plan I would secure a ****% interest rate. ****** informed me I could cancel the premier coverage plan at any time and collect a rebate check for difference in repairs while still maintaining the secured ****% interest rate. In this case, there were no repairs, as the service department told me at my repair appointment the crack in the windshield and scratches to the vehicle didnt fall under the premier coverage plan I am paying monthly for. *** made at least half a dozen calls intermittently over the last year attempting to cancel the premier coverage and collect a rebate check. I have been sent to voicemail each time and have asked if they cant help me, to please direct me to someone who can. None of my calls have been returned. I have even attempted to talk in person at my scheduled routine service appointment on June 16th at 8:15AM. I was told no one in finance was available. As a last ditch effort, I called August 9th and received no response to my message. This dealership has made it very clear they have no interest in helping customers outside of purchase.

  Business Response

  Date: 08/16/2023

  I am very sorry to hear this. ***** will be calling you in a few minutes to get this cancelled for you. 

  Customer Answer

  Date: 08/16/2023

  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.
  
  Regards,
  
  ********************

• Initial Complaint

  Date:03/30/2023

  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.

  Shottenkirk Toyota Granbury has falsely represented the sale price of numerous vehicles, not limited to, but to include a Used 2019 Toyota Camry SE w/ Audio Package Used 2019 Toyota Camry SE w/ Audio Package for the listed sale price of $21,945, yet refused to sell the vehicle at this price plus the allowable TTL. Although I called twice to inquire about additional details, there was no full-disclosure about additional fees until I drove in excess of an hour to purchase the vehicle for the listed price, plus TTL. The sites where the marketing is unethical & not providing full disclosure are as follows: ******************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** ******************************************************************************************************************************** contact me regarding the dealership being held to the standard of honoring the listed price &/or removing all false advertisements from the various sites.*************************, ************ ***********************************************************

  Business Response

  Date: 03/30/2023

  We told the customer upfront before driving from a different city that we have dealer fees. We price our cars just like all our surrounding competitors do with dealer ads. We have it listed on our dealership website under pricing details on all vehicles.

  ** Due to current market volatility, we are pricing our vehicles immediately following acquisition. All vehicles will be reconditioned and made ready for sale. Price will be the advertised price plus, TT&L, Registration, and $150.00 dealer documentation fee, any other fees or charges that are allowed or prescribed by law. Any quoted financing terms are subject to final lender approval and are only estimates.
  **Under ****** miles will receive a 6 month/6,000 miles powertrain warranty. Vehicles over 97,001-119,999 will receive a 3-month/3000 miles powertrain warranty. No coverage on vehicles over ******* miles. **** restrictions apply; please call us for a copy of the contract for specific information. Certain restrictions may apply. See dealer for details.
  

  Customer Answer

  Date: 04/06/2023

  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.
  
  Regards,
  
  *************************