ComplaintsforTexas Toyota of Grapevine

• Initial Complaint

  04/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a brand new platinum Toyota tundra in August, the truck was over $60,000. When I bought the truck I was provided 1 key. The dealership and sales person (*****) told me a second key would be mailed to me because of a key shortage. In December I bright my truck in for either a recall or service. At that time the service department provided me with a key fob, but not the second part of the fob. They told me to go home and see if I have the second part at home, if not call and let them know. I never recieved the second part of the key at the time of purchase. I called back and they said it would be a $43 charge. I called Toyota corporate, explained the situation, they said no keys were given out at that time. We 3way called the dealership and spoke with ****/***** in service. He argued I was given a fob and I lost the key and need to buy it. Corporate Toyota reinforced no keys were given out on the phone. ***** transferred us to sales because he couldnt help. Sales transferred us back to service because they couldnt help. ***** was upset, said he couldnt help and hung up. Months later I get the image attached in the mail confirming no keys were given out and I need to get one from Toyota. I still have the key fob you provided me, and would like the complete key. The run-around that we went through was absolutely awful and poor service. I am a life long Toyota customer, but will not buy from this dealership again.

  Business response

  04/11/2024

  Our CRM has left a voicemail for ****************** informing him that he can come in and ask for our Service Director to get the key for his second fob. 

  Customer response

  04/14/2024

  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

  02/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a used vehicle a this dealership has been extremely bad with the customer service. Very dishonest they don't care about the problems that we have encountered with the vehicle and it seems like nobody is in charge, they keep sending us with different people to "fix" the problems and have gotten no where so far.

  Business response

  02/21/2024

  Customer spoke with management and we replaced their battery at no charge. We apologized for their experience and were happy to help.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a used car **** Fusion 2013 on 10/20 firstly it was delivered to me after *************************************************************************************************************************************************** service they took 10days to replace the glass and I was told by sales advisor that they will ensure all the checks done before they deliver that is why this delay and not sure what they checked because after roughly 5 days of delivery to me I started observing check engine light so I went and gave it to their service and they took 2 days and said there is a spark plug issue and need to be replaced and they delivered to me after 3 days, They gave me the complete multi point inspection diagnosis report as green and as working fine with a charge of 227USD on me. But again after a week and driving of around 100miles i observed this check engine light again then I called their service and went and gave it to them to diagnose and resolve.I have driven this vehicle roughly around 500miles from the date of purchase.This time they took 3 days and told me that Head gasket is blownout and it needs complete engine to be replaced. I was literally shocked and asked them why suddenly the engine will go out and needs to replace despite you said I will not get problem for 10000miles for that they answered me this way that.." anything can happen any time"... and when I asked them how they will get it done , they said the parts team have to order and get the engine and as I have taken warranty from MPP they have to approve the quote of ****usd then they will work, then they took one more day to file a claim to MPP and said they denied the claim as it is a known issue of **** and can not be reimbursed though the bronze plan which I took states that it covers.Then I met the sales team who sold the vehicle and told I want to return or exchange the car as a faulty car sold to me as I got these problems within 5 days of the purchase,this time sales person also tells that once sold they are not responsible and I have to work with service and bank. Then I raised the complaint with Bank and they said the engine failure report is after 30days though with in 1000miles they can't take return complaint.Currently I am in No Mans Land with so much of sad as the car now giving flashing engine light. I need my money back to pay to the bank and they can take back the car.

  Business response

  01/12/2024

  Sales Manager spoke to the customer and he will be coming in this weekend to trade out of the vehicle and into another. 

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i had my oil change done at the service. a few days later i noticed an oil puddle underneath the car. took the car back to service and had to leave it for diagnostics. it turned out that the service people could not replace the oil filter adequately and oil was leaking from the filter. service did not charge me for the service but i had to rent a car and drive 120 miles for two round trips for a mistake on their hand. i wasted 6 hours as a result of their mistake

  Business response

  11/21/2023

  We are so very sorry that you had this experience in our ******************* It is good to hear that our Service Manager was able to fix this at no cost to you. Please contact him to go over your additional expense so we can try to make this right for you. 

  Customer response

  11/22/2023

  Complaint: 20901531
  
  I am rejecting this response because: I already sent the invoice for my rental and request for a tire balance coupon for the inconvenience. Have not heard back. It has been more than a month. 
  
  Regards,
  
  *********************

  Business response

  11/22/2023

  I apologize for the inconvenience, but this is the first it has been brought to our svc dir or my attention and I left you a voicemail yesterday to get in contact with you. We would like to be able to speak with you so we can come to a resolution together. 

  Customer response

  11/27/2023

  Complaint: 20901531
  
  I am rejecting this response because: i will wait for the refund check. last time the manager (**********) has also promised a check but i did not receive it and it has been over 2 months
  
  Regards,
  
  *********************

  Business response

  11/27/2023

  As we understand the customers frustration with our previous Service Manager and I can assure that the check has been cut as I personally took it to accounting to be cut (I have attached a screenshot of the check that will go out in the mail tomorrow *****). The Customer is receiving a refund check for $35 for rental reimbursement from their oil change servicing.

  Customer response

  11/30/2023

  Complaint: 20901531
  
  I am rejecting this response because: thanks, yes, i received the reimbursement check for rental car today and i am PARTIALLY satisfied about the outcome. does the company want to do anything to compensate the time i spent on this issue? for starters i drove a total of 140 miles (4 times the 35 mile one way distance) back and forth. maybe a few coupons for free service?
  
  Regards,
  
  *********************

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 30th, I purchased a used *** from Toyota of Grapevine, and since then, my experience has been nothing short of a nightmare. The problems with the vehicle began immediately. The same day of the purchase, the check engine light illuminated. I promptly contacted the dealership to report the issue and returned the *** to their location. I was assured that the problem had been resolved, but the check engine light reappeared on the same day again.Seeking a more reliable assessment, I had the *** inspected by an independent mechanic who discovered that the vehicle required a new motor, a costly endeavor exceeding $10,000. It was also revealed that the dealership had installed new spark plugs and engine coils for cylinders one and three, indicating prior knowledge of the misfire issue. Regrettably, the misfire problem persisted and resulted in coolant infiltrating the cylinders, ultimately leading to a damaged engine head.On October 26, we contacted Toyota of Grapevine and let them know what the mechanic had inform us we then had the *** tow to Toyota of Grapevine. Sales Rep told us to please come in and talk to the manager. On October 27, I visited the dealership once again to discuss the matter with the manager, *********************** was no help I was informed that your service team would need to evaluate the *** and get back to me, which only added to the frustration and uncertainty of my situation.I was initially assured that the *** had undergone a rigorous inspection and was in perfect condition. This statement could not have been further from the truth. I was initially informed that it would take a couple of days for your team to assess the situation. However, after texting the sales representative and receiving no response on both Monday and Tuesday, On Wednesday, I decided to call the dealership in an attempt to reach ****. Unfortunately, I was informed that he was unavailable, but I managed to speak with the sales representative. He assured me that he would investigate the issues with the vehicle and promised to call me back. he then texted me to set up a meeting with his manager that once again.Despite the delays and difficulties, I made persistent efforts to address the situation, including multiple attempts to contact the the manager. On Saturday, November 4th, I made my way to the dealership once more. I was informed that diagnostics had been run by there master mechanic, and the vehicle was reported to be working condition that the other mechanic was wrong he assured me he has over 20 years of experience as a mechanic and that the *** was in good condition . It was claimed that some coil adjustments had been made to resolve the issues. However, given the extensive mechanical problems we had encountered, we were keen on obtaining a different vehicle. It's important to note that we had initially paid $16,600 in cash for this vehicle. Despite our reasonable expectations, the dealership offered a credit of only $10,000, which we found to be unreasonable considering the vehicle had barely been driven due to the persistent mechanical problems.We were left with no choice but to bring the vehicle back home. Initially, the check engine light was not illuminated when we received the *** from the dealership. However, as we drove it for errands throughout the day, the check engine light came on. On the way back home, the vehicle then displayed a warning sign indicating overheating. I let the sales rep know about this situation the same day we pick up the ***. November 5 we try to start the ***, which did not start contacted the sales let him know the car was dead and that once again i would have to have it tow to dealership. This situation has caused significant stress and financial loss, as the purchase was made in good faith with the expectation of professionalism and honesty from the dealership. I am deeply dissatisfied with the way this matter has been handled.

  Business response

  11/08/2023

  ******************* came in and spoke with our Management staff and came to a mutual agreement. We will be trading the customer out of the current vehicle and into another of their choice pending customer taking it to their own mechanic for approval. It is never our intention for a customer to feel that they are not of top priority and provide a positive buying experience. We are glad we are able to come to a mutual agreement. 

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the 25th of October. I purchased extended warranty known as Mechanical Protection PLAN on A 2020 *** because the seller. TEXAS TOYOTA OF GRAPEVINE IN GRAPEVINE, TEXAS advised me to take the extended warranty for 1 year to protect the car in the event of break down, I won't incur much expenses since manufacturer's warranty has expired. I did take the extended warranty for 1 year(October 25, 2022 to October 25, 2023). Now, at the end of the extended warranty. I called MPP and spoke to *************************, Business manager on the 25 of October*************) for the removal and he refused. I went back to the seller whom I bought the car from, the Finance Manager, *********************, (*************) who advised me to take the protection but he avoided talking with me. I called him several times and left him a messages but no return call from him. i then called ************************ and filed a report and they also told me to contact you. Thank you in advance for your help.

  Business response

  10/30/2023

  Unfortunately the finance manager was with another guest when **************** called on 10/25/2023 and by the time he received his voicemail that evening it was too late to call the customer back. After the Finance Manager returned to work on 10/27/2023 he called **************** back and left him a voicemail explaining that if the warranty he signed for was already expired it cannot be cancelled or refunded. It was also left that if there were any further questions to please call him back, but no return call has been received from the customer. ************** is more than happy to speak with and explain it to **************** and has attempted to contact him again today 10/30/2023

  Customer response

  10/31/2023

  Complaint: 20791273
  
  I am rejecting this response because:
  I was not talking about cancellation of the one year extended warranty because the useful life of the 1 year warranty expired on 10/25/2023 which is fine with me. What is not fine with me and I totally reject is the continuance billing me extended warranty of $1,350 yearly for 6 years, the lifespan of my car loan without benefits associated with the extended warranty. I cannot continue paying for extended warranty that had expired and of no use to me, it is just that simple. The contract was written out of deception, misleading, bad faith, and malfeasance and I want it nullified, removed out of my contract and subsequent refund of $1,350 paid to date. I ask *************, my 2020 *** has mechanical break down now as *************** to your message that the estimated cost is $1,525 to repair. Since the extended warranty expired on the 25 of October 2023, and todays date is 10/31/2023, and your company continues to charge me $1,350 yearly, Am I still eligible to receive payment from extended warranty known as (Mechanical Protection Plan-***) for the expenses?  Of course the answer is no because it had expired but you want me to continue paying $1,350 a year for 6 years for extended warranty that had expired and has no monetary value to me. I will continue fighting until justice prevails.
  Regards,
  
  *******************************

  Business response

  10/31/2023

  As explained to the customer, the overall total cost of the 1 year warranty that the customer purchased was $1,350. That $1,350 was then added to the total loan amount which is then divided by the 75 month term of the loan. 

  Customer response

  10/31/2023

  Complaint: 20791273
  
  I am rejecting this response because:
  

  Attached image of the copy of MPP contract says Plan Months Duration is 12 months or ****** miles. ** it is financed into the car loan, why the stipulation of MPP plan months duration of 12 months or ****** miles which the car had met? Why are they saying my coverage had expired because my car had met the criteria MPP set for 12,00 miles or 12 months whichever comes first? Yet, am being charged $1,350 yearly extended warranty that had expired and no monetary value to me for the rest of lifespan for the car loan. And, if my car breaks down, I am on my own. They cannot have it both ways. Is either the coverage had expired or, if it is financed into the car loan, then, I still have coverage and am eligible to receive $1,500 for the mechanical break down of expenses pending now. This contract was drafted out of deception, bad faith and malfeasance, and needs to be nullified, and $1,350 paid up to date refunded. They do not have intention of fulfilling their contract but financial gain they can exploit from me. These people are speaking from both sides of their mouth and the only outcome is voiding the contract and $1350 paid up to date refunded.

  Regards

  *******************************.

  Business response

  11/22/2023

  Per the attachment you provided the $1,350 is a one time charge for the 12mo - 12k mile extended warranty you purchased. The $1,350 is split between your entire loan and is a one time charge, you are not charged that amount yearly. Please feel free to give our finance manager a call if it would be easier for us to explain it over the phone. The customer financed their vehicle on a 75mo loan so the $1,350 is evenly distributed into that term. It again is a one time amount.

  Customer response

  11/28/2023

  Complaint: 20791273
  
  I am rejecting this response because:
  The extended service warranty contract I signed for is 12 months or ****** miles whichever that comes first at the time of purchase of my car costing $17.00 a month for 12 months totaling $304. There were never a time we discussed $1350 contract that would spread over the life of my car loan period of 75 months approximately. That idea would have been rejected outright by me. Initially the Finance Manager came with a quote of $34 a month for the 12 month plan and I rejected that offer telling him I want to stay within my affordability range. He then came up with another quote of $17.00 a month which was an acceptable quote that falls within my affordability range and thats the contract I signed (12 months/****** miles at the rate of $17.00 a month for 12 months). In addition to that, he also suggested that I should add additional cost of $7 a month for paint protection for 3 years expiring on 11/25/2025, otherwise, known as ZAKTEK paint protection which I accepted. Thats a separate contract but both were accepted and signed by me on same day my car was purchased. As far as am concerned, I signed extended service warranty contract of 12 months or ****** miles at the rate of $17.00 a month totaling $304. It is an established contract.
  Regards,
  
  *******************************

• Initial Complaint

  08/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Tuesday Aug 22nd 2023, I purchased a used vehicle fro this dealership. The car fax, visual inspection of the vehicle, and the dealerships own service depts inspection report showed there to be no mechanical or safety issues. A test drive around the block also did not make any issues apparent. I paid $17,222 for a 2021 ****** Versa with ****** miles on it. I could not take the car home that night so the next day August 23rd my wife drove over an hour and a half away from our home in **********, **. She picked up the car but later realized once she was on the highway that the vehicle shook violently at highway speeds. Having to get home to our children who were being taken care of by a family member. She continued home despite feeling unsafe in the car. When I looked at the vehicle I determined to get the tires checked at a local discount tire. They said the front tires were separated and bald in the middle. I bought new tires. Now the dealership refuses to acknowledge they sold me a vehicle with unsafe tires, and refuses to compensate or reimburse me in anyway.

  Business response

  08/28/2023

  As the customer stated the vehicle passed all inspections and had no alarms on the carfax for mechanical issues. The tires measured 6 30 seconds on our inspection of the vehicle which is above passing. The customer took their vehicle to another tire shop who upsold them tires, but after the tires were replaced the shaking at high speeds still continued. The tires were not the problem so we did not offer to reimburse the customer for the new tires. We offered the customer to bring their vehicle in for us to take a look at what could cause the shaking at high speeds, but they refused. We still welcome the customer into our service department if they change their mind. 

  Customer response

  08/28/2023

  Complaint: 20526656
  
  I am rejecting this response because:

  The business is being completely dishonest and lying.  We were never "upsold tires".  There was a severe problem driving the vehicle from their dealership, and so we immediately went somewhere to have someone just LOOK at the tires that were on the vehicle and they were absolutely old, worn, and rubber separating.  It was too dangerous to continue driving the car in the condition that they gave it to us, so we had to replace them so we would not wreck while driving the dangerous tires.  If they continue to say "they serviced it" then I completely know they lied, or they secretly took off the tires that "passed inspection" and put on old worn tires before we came to pick up the car. They are extremely dishonest and straight out lying about this vehicle and situation. And they are stating that we refused to come back for them to see the car which is untrue. We live over an hour away, so we told them that it was extremely difficult for us to even get back to them because of work schedule. And at this point we truly do not trust that they would be honest in servicing the vehicle anyways. This is shocking and I cannot believe this dealership is standing their ground on such horrific business practices. 

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

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi my name is *******************. I bought a car from Texas Toyota when I bought it the lights dimmed in and out constantly took it to Texas Toyota,they told me that the 2016 Jeep renegade latitude just does that which I believe to be false. Soon after my car started doing crazy thing such as my odometers going crazy the temperature gauge would go all the way up to the red my power steering randomly goes out on the highway car turns off and wont turn on no matter where I am. So I take it back to Texas Toyota and they were supposed to have fixed it once but the problem continued a few months later. Now Texas Toyota is telling me they cant fix I believe that they have the tools to fix it and for some reason wont.they sold me the car with no down payment and no loan history. I think they sold me a lemon. (I have video but there is no way to upload)

  Business response

  07/25/2023

  The customer purchased the 2016 Jeep Renegade in 06/03/2022 with 134k miles. ******** first brought vehicle into the dealership on 10/06/2022 for hard start and flickering lights. We tested the battery and alternator - both tested good. ******** brought vehicle back 04/07/2023 for power steering light came on and other flickering lights - replaced negative testing battery under MPP plan. ******** then came in 06/30/2023 for flashing lights again - checked battery / terminal cables - everything was good. Same thing on 7/13/2023. The customer first brought vehicle in 4 months after it was purchased and then now over a year after it was purchased. The vehicle was sold as-is and passed all safety inspections prior to being sold. A customer not having loan history or a down payment does not disqualify them from obtaining a loan. 

  Customer response

  07/25/2023

  Complaint: 20369951
  
  I am rejecting this response because: my car is still not working and they need to fix it
  
  Regards,
  
  *******************

• Initial Complaint

  06/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am currently leasing a vehicle from Texas Toyota of Grapevine, with the lease ending on Jul/05/2023. Seeking to explore my options to purchase the car, I visited the dealership today. The finance team presented a financing plan, which I agreed to proceed with.Before finalizing the paperwork, I specifically inquired if the finance process would result in a hard inquiry on my credit report. Both the representative and his manager assured me there would be no hard inquiry. However, to my disappointment, I discovered that they had conducted two hard inquiries without my consent. They expressed their apologies for the miscommunication, but the issue remained unresolved.After I signed the approved finance documents and the dealership prepared my vehicle for inspection and provided new license plates, a ********************** finance representative (Mr. ******** approached me. He requested I follow him to his office to sign additional paperwork. To my dismay, it became apparent that he was attempting to sell me a warranty, despite my firm refusal. He persisted and repeatedly lowered the fees, attempting to convince me to purchase the warranty. Throughout this process, I unexpectedly incurred a total of nine hard inquiries on my credit report. When I confronted him about this, he explained that he was attempting to negotiate a better rate from the banks in order to sell me the warranty without altering my monthly payment. This revelation prompted me to request a discussion with his manager.A director intervened and claimed they were working on securing my approval, which contradicted my initial approval and the fact that I had already signed the approved loan documents. The director's statement did not align with what the previous representative, *******, had conveyed.Despite acknowledging their error in the miscommunication regarding the hard inquiries, the dealership refused to remove them. This situation has become a case of identity theft, as I did not authorize these inquiries due to my explicit rejection of the warranty from the beginning.I kindly request the immediate removal of these unauthorized hard inquiries from my credit report.Thank you for your attention to this matter.

  Business response

  06/27/2023

  We have corrected the customers concerns. They came back in today and purchased the vehicle. All issues/misunderstandings have been corrected. 

  Customer response

  06/28/2023

  Complaint: 20239503
  
  I am rejecting this response because:
  

  The action of converting my leased vehicle to a financing have nothing to do with the excessive credit pull the dealer did to my credit report. The dealer represented by the seals director has agreed (verbally) to submit a letter to the 3 major credit bureau to request a deletion of the excessive hard pulls. The dealer agreed to send me a copy of the letter which I didnt receive as of the time of typing this reply.

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

  Business response

  06/29/2023

  We have emailed the customer the copy of the letter that was requested to be sent for removal. Customer has been provided with our Admins direct contact info in the email if they  need further assistance. 

  Customer response

  06/29/2023

  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

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and i went car shopping in april. They had nothing on the lot and they told us we could order the car and it would be there the following week so we put down the direct deposit. We went to pick up the car on the given date only to find out that the car had been pushed back a week but no one bothered to communicate that to us. Additionally, they couldn't find our paperwork, accused of being at the wrong center or not placing the hold until we presented the Vin # they gave us. In the end each week we are given a new date within two weeks of the original until this week they told us June 5th and today they projected June 25th. In this time the dealership purposely misrepresented their time frame, did not communicate, or handle this appropriately.

  Business response

  06/11/2023

  I apologize that your product specialist did not communicate the first time that your vehicles production had been pushed. Unfortunately we are at the mercy of the manufacturer on when incoming units will arrive. It is out of our hands at the dealer level if their arrival date gets pushed further. We will continue to update you on the expected arrival of your vehicle and again apologize for any inconvenience. 

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