ComplaintsforTexas Toyota of Grapevine

• Initial Complaint

  05/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I contacted Texas Toyota of Grapevine about a 2023 Toyota Tundra TRD Pro they have listed online for $77,104.I set up an appointment to test drive the truck. We arrived, took the vehicle a drive and I decided I wanted to purchase it.We went inside for financing, filled out paperwork and submitted it. When they came over to discuss financing option, they had changed the sale price to $95,000.After talking about this, they kept repeating the vehicles were hard to find and this warranted the adjustment.They falsely listed one price online, only to get me there and increase the price. This is a deceptive trade practice, theyre intentionally listing it below what they intend on selling it for.

  Business response

  05/30/2023

  We are not advertising the price, we are advertising the MSRP.  Some cars are bought below MSRP, some are bought at MSRP, and some are bought above MSRP. We apologize for any misunderstanding, but that is why when discussing price we are upfront with our customers. Our Sales Director, *********************, is available to speak with the customer more to go over pricing if they're interested. 

• Initial Complaint

  04/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On March 31, 2023 I contacted Texas Toyota of Grapevine over a car that was posted online for $21,991 - Ashkan Refaghat-Joo (Ash) contacted me back to let me know that was the price of the car. While ***** texted my wife to say the price was $22,878. We met with Ash that evening and left with a final price of $21,991 before TTL. On Saturday April 1 - Ash texted me to let me know the car was now the $22k price and ***** called me angrily to let me know that he was upset that we were trying to get the car at the low price promised as *** didn't clear it with him. I walked away. After waiting for a resolution I posted a negative review on ******* Within the hour my number, name, and email had been submitted to thousands of car interest sites as retaliation for the negative review.

  Business response

  04/26/2023

  We are very sorry that the customer feels that someone at the dealership submitted his info for "vehicle interest", but that is not a practice of ours nor do we condone those type of actions. The customer has been previously removed from our database as I could not find them with any info provided here. 

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 2-28-23 I bought a 2019 Toyota Corolla Hatchback from this dealership with ***** miles on it. The salesperson *********************** told me all their cars go through a 100-something point inspection before they sell them. After less than a week I noticed that on left curves above 30 mph the car jerks to the left, I had the car towed in after it got bad and an alignment didn't fix it. The service person at the dealership told me that the damage should have been obvious to the dealership and it shouldn't have made it out like that. He tried to get the dealership management to cover the repairs and after a full week of my car being stuck in the service center the manager got back to him and told him that they wouldn't cover it. Later he got back to me and said that the service center was going to go ahead and cover the cost of labor but I'd still have to pay for the parts. While I appreciate the service center doing this I'm still out around $1600 on a car I paid $19500 for including the wheel which I have to source myself.

  Customer response

  03/20/2023

  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

  03/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In January 2023 I purchased a car from this dealer that was used but this car had extreme safety issues such as a broken windshield possibly failing brakes and a taps which I was quoted over 700 for. After numerous failed attempts to get a hold of someone on the phone that would help with the situation I presumed to go to the dealership itself. Upon speaking with a sales manager he suggested I go and make an insurance claim or go to another mechanic both deflecting responsibility which led me to ask one question. I asked are you not going to take responsibility and honor the customer over these two safety issues? He replied I bought the vehicle as is deflecting responsibility and showing no compassion. These are serious safety concern and they are predators in this industry

  Customer response

  03/07/2023

  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

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11-11-22 I went from ******, ** to Grapevine, TX to purchase a 2016 Jaguar. I paid $2800 down on this vehicle and financed $31,000. I also added an extended warranty. Because I traveled hours I was staying overnight. After leaving the dealership heading to my hotel the LOW COOLANT light came on and I immediately called the dealership and was told to bring it by in the morning which I did. My salesman **** took the car back and returned shortly and told me "this is no problem at all. I have a ******** that does the same. They are just very sensitive and being just a little low will make the light come on so it's nothing". I made it home and it's smoking and leaking coolant. I called the service ***** and was told by *** the service manager to take it to a Toyota dealership first, have it checked and get back to him. I took it to a local Toyota service **** and was told it needs to go to a Jaguar dealership. I've been trying to get back to *** but every time I call I'm told "he's with a customer he'll call back". He hasn't called back after several tries. I then called a sales manager ****, and was told to call him back once Jaguar finds the issue. I called him back and told him the issue they found is a leaking water pump & front reservoir pipe. My warranty pays for the pump only leaving me stuck with a $900 repair bill on a car I just purchased but can't drive after being told "this is not a problem". I was told by **** "it happens".

  Business response

  12/07/2022

  The customer purchased the vehicle 11/11/22 and it had already passed the inspections. After test driving the vehicle the customer agreed to numbers and went through the buying process. During the process the customer signed the AS-IS form stating that the vehicle was being purchased AS-IS. We have offered the customer to trade out of the vehicle if they'd like. 

  Customer response

  12/07/2022

  Complaint: 18538502
  
  I am rejecting this response because:
  I was shopping for a Jaguar. After I was mislead that this vehicle was satisfactory and finding out that its absolutely not they offered to trade out of it. This is a big investment for me and I want what I was shopping for not an alternative they are willing to offer. There has to be other laws for the consumers that protect us against these practices of dealerships saying you signed a as-is so youre stuck with it. I would love to think they would be more willing to help when a customer cant drive away and make it to a hotel. The salesman sounded so convincing telling me this wouldnt be a problem. I cant even imagine how I could be being unreasonable asking for a little help here. I was also told by *** the service manager that he would have the deductible waived for me but thats part of the $900+ repair bill Im left with. 
  Regards,
  
  ***********************

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my vehicle for repairs over a month ago. It was returned stating will not over heat . I was improperly billed and then it was correct after 40 min of waiting time. The vehicle was taken back because it continue to over heat within 24 hours. The maintenance supervisor has not called me back for two days with an update. The answering service replies that they are emailing the requests for an update to the agent assigned to me. I have paid $2929.83 for repairs. They have not released the vehicle to me since September and do not want to refund me either.

  Business response

  10/21/2022

  We are working to resolve this matter with our mutual client and are scheduling a time for them to meet and discuss the situation to find a resolution. Their Service Advisor had an appt for them to meet with the *** DIR yesterday, 10/20/2022, but client did not make it. Once we can get them on the phone we will schedule a new appt to meet with them. 
  
  Note that the vehicle was not overheating at time of original repairs.  Vehicle has been worked on by another shop before being brought to Texas Toyota.  Previous shop made repairs to cooling system and did not properly install a timing belt which is now also resulting in check engine light issues.  We are unsure at this point if the water pump installed by previous shop could be contributing to intermittent overheat condition, but once we can get the vehicle into our shop we can find out.
  
  Once we meet with the owner of this vehicle, we will discuss the history of repairs and come up with a resolution.

  Customer response

  10/25/2022

  Complaint: 18247690
  
  I am rejecting this response because: I was told by the Agent **** that the car was not going to over heat regardless of being informed that there was one belt on the wrong gear. Additionally, that all leaks were repaired and resolved, but car is overheating since i picked it up. The car has been returned  to the shop and it seems that one week they are taking a look at the car, another week they are ordering a part, and then another week they are doing repairs and then taking another week to test the vehicle. I didnt get a update after calling them until later after submitting BBB a complaint, I get a call about the car still overheating . 
  
  Regards,
  
  *********************************

  Business response

  10/26/2022

  Customer is coming in on Friday 10/28 at ****** to meet with the Service Director. They will discuss the history of repairs performed at the outside shop the vehicle had been to, the history of repairs at our dealership, and come up with a resolution that is fair to both parties. 

  Customer response

  10/26/2022

  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 if i get a refund.
  
  Regards,
  
  *********************************

  Business response

  10/28/2022

  At 10am once out of meeting the *** Dir went looking for the customer and **** stated that the customer was already gone. Service Director is planning a conference call with customer after lunch today so that they can resolve the issue via phone. 

  Customer response

  10/28/2022

  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, once I receive the refund for services that were paid to business, as stated by the Director after the call back today.
  
  Regards,
  
  *********************************

• Initial Complaint

  10/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased a vehicle on September 29, 2022. I didn't notice until a few days later that I was charged almost $2000 more than their list price on the vehicle. Now everything I call up there to attempt to resolve the problem I just get the runaround. Car listed for $20,900 and they charged me $22,700

  Business response

  10/17/2022

  Customer came in on 2021 Sonata for $20,901 which is stated as the selling price on the worksheet - customer agreed to price on the vehicle. Please see both signed attached worksheets. From customer agreeing and signing on this sheet they went into finance and the only things added in finance were warranties the customer opted in for. The Customer agreed to the price of the vehicle. We did not overcharge the customer and the price of the vehicle was signed off by the customer. 

• Initial Complaint

  09/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On August 6th I purchased a 2020 ****** Altima. My salesman was *****. There was four small dents to be repaired on the back passenger door. Ive returned to Texas Toyota of Grapevine with avail, Ive reached out to ***** via text and phone he advised me ***** would call me to schedule the dent repair. *** called ***** at least 10 times and he refuses to return my calls.

  Business response

  09/15/2022

  Customer spoke with salesman today and they will be scheduling a time for the customer to meet with the *************** to look at their convenience. Customer will be paying for the repairs at our cost. 

  Customer response

  09/26/2022

  Complaint: 18030316
  
  I am rejecting this response because:theyre not willing to fix the damages.
  
  Regards,
  
  *******************

  Business response

  09/27/2022

  The customer has known since the beginning that they would be responsible for the repairs, but that we would get the pricing at our cost. The customer stated in her phone call with the U/C Director that the dents were not noticed until after she finished the purchase of the vehicle. There is nothing owed on the customers We-Owe either. The customer was given the direct contact of the guy we use to repair dents a week ago 9/20/2022. Customer scheduled an appt to meet with him yesterday 9/26/2022. Customer was sent yesterday to meet with a *************** - after it was fixed she informed us that it was complete and she was satisfied. We ended up paying for it for all the inconvenience. 

• Initial Complaint

  07/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 7/23/2022 I and my husband went in to buy a 2017 ***** Accord at Texas Toyota of Grapevine and they declined to sell me this car after running my credit and adding a warranty cost of $2207 to the sale of the vehicle in the finance office. When talking with the salesperson he said a fee of $1995 was for reconditioning and repair (I told him that the cost should be included in the posted sale price) that I had to pay since it was not put on the lot yet. However, the internet price is what I came in to buy it at for $16,901.00. I signed this form to see if they would then turn around and change it to warranty cost and make try to force me to buy the car. I was told by the use car manager that this was his money and he could put it anywhere he wanted to. He also told me that he was reporting me negatively to Westlake Fininacing since I declined to sign the contract with this extra fee for 12M and ******* miles. I then asked how did they come up with the warranty cost since it was conveniently financed at exactly $20,000.00 and I was never shown a fee schedule. There were three white gentlemen who told me that I had to buy this warranty in order to work this finance deal. Being that they would NOT remove the warranty cost, the manager said I was released from the purchase of the car. I am asking for the sale of the vehicle rightfully at $16,901.00 and no extra cost and free from negative reporting to financial entities.

  Business response

  07/26/2022

  The customer has an open bankruptcy so the deal was structured in order to work for the lender and to benefit the customer at the same time.
  The selling price of the vehicle was $16,901 and the customer agreed on $18,896 (signed form attached). For the deal to make sense as a dealer and lender the warranty (12mo/120kmiles) was substituted for the price of the reconditioning cost that the customer refused to pay.
  Selling Price: $16,901
  TT&L: $1,391.56
  Warranty: $2,207.44
  = $20,000
  Which is less than what the customer originally signed stating they would pay in total (same signed form attached). ($20,477.54)
  With doing this it also lowered the customers car payment from $589 to $470. This is when the customer declined and stated they did not want to purchase the vehicle.
  If the customer wants to purchase the vehicle they can come purchase at the already agreed to numbers if the vehicle is still available.

  Customer response

  07/26/2022

  Complaint: 17623648
  
  I am rejecting this response because: As stated to the salesman and the managers I DO NOT want the warranty therefore I walked away from the deal because of the warranty. When they removed what they said was required to fixed and repair the car cost of the $1995. I signed he deal to be presented to the bank, the salesman said it was a required passed on fee for their cost to repair the car to me because it was not put out on the lot yet. In removing that they added a higher cost of $2207 for warranty. And I talked with ****************** in which they say they do not require a warranty to finance the car. Yes I do have a open Chpt.13 Bankruptcy which has nothing to do with forcing a dealers warranty on me above the cost of the car for 60M with 14%+ in interest and the warranty is only 1 year and I believe it was ******* miles. It looks like in the paperwork [which they would not give me a copy], they took off the $1995 added the warranty for the $2207 and adjusted interest to max out the deal at what the Trustee said I could finance at which was $20,000.00 and that's exactly what the deal was written up as. Not the car selling price of $16,901.00 +ttl + interest terms which is what it should be. 

  
  

  ACTION: remove the additional fees sell me the car for what it was advertised as and we have a deal. 
  
  Regards,
  
  *****************************

  Business response

  08/10/2022

  Unfortunately the vehicle the customer was wanting to purchase has already sold. If the customer would like to purchase a different vehicle they are more than welcome to come in, find a vehicle, and work numbers on the new vehicle of interest.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Toyota Camry Sale Price Misrepresentation in Contract.I went to Texas Toyota for buying Toyota Camry, the agent finalized the Toyota camry price for $37000, while signing the contract there was extra $4000 was added in the contract, the finance manager told me that the extra amount is added because of the accumulated loan interest and asked to make signature at the marked area, they were ******* me to complete the signature quickly.They were asking to contact Toyota bank for correcting the extra amount added if I wish to pay earlier. After signing the contract, I contacted the bank and asked them to correct the amount, the bank people were saying that there is no loan interest added at the contract. If there is any payment delay only, the interest would be added due to the aging.I again contacted Texas Toyota of Grapevine and asked them to correct the amount to $37000 instead of $41000, now they are saying that $41k is the original amount and asking me why I did not stop signing the document while signing the contract.Please help me to resolve this issue and help me to get refund of $4000 paid extra to this dealer. Attacments:1. Toyota's suggested retail price document 2. My contract price ($8000 extra paid for this sale)

  Business response

  06/21/2022

  In customers buyers agreement that they have a copy of it is clearly marked the selling price of the vehicle and break down of all charges/fees. The amount financed is indeed the $37k that the customer agreed to. The customer is more than welcome to come in and sit down with the Finance Manager again to go over it line by line. As for the **** that is as customer stated; Manufacture Suggested Retail Price. We as a dealer have a Market Adjustment due to the current Market.

  Customer response

  06/21/2022

  Complaint: 17452638
  
  I am rejecting this response because:

  #***** is discussed as selling price of the vehicle,  including market price adjustment $4000, but the contract document is having $40247 as selling price of the vehicle. It is more than $3247 of the discussed price. While signing the contract, they told me that $3247 is loan interest for 5 years.  ******** is saying that loan interest iis not added at all and $40247 would be principal amount ( I already paid $5000 down payment + $3000 car trade in value, finally my due was $***** to bank including state tax and extended warranty coverage).

   

  Attached the original purchase agreement (split into 3 pages) and and Toyota's suggested price document.

   

  Please review the documents and help me get the refund of $3247 at the earliest. 

   

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

  Business response

  06/22/2022

  Prior to ever going into the ************** to sign the purchase agreement on the vehicle the customer agreed to numbers and signed the breakdown document (pencil). The customer agreed to the price which is when they went into Finance shortly after with the same selling price as agreed to on the sales floor. As listed on the signed document the selling price is $40,247.00 which is the same price on his purchase agreement. Customer purchased extended warranties in the ************** and put a $5k deposit with $3k in trade equity.The total amount financed in the end was $37,708.32. There was not any misrepresentation on the selling price of the vehicle as it was listed and signed by the customer before entering the ************** and then again in the **************. As shown on the attached documents everything aligns and from what the customer agreed to on the sales floor and what was finalized in F&I (besides the additional extended warranties and coverage purchased by the customer). As for the **** of the vehicle, Manufacture Suggested Retail Price, we are not required as a dealer to sell the vehicle at that price (hence suggested) and have a Market Adjustment on all new vehicles due to the current market.

  Attached are the Pencil that was signed during the negotiation process of the deal and the purchase agreement. The numbers align and there are no discrepancies or misrepresentation as it is all marked as to what each line is for. 

  Customer response

  06/22/2022

  Complaint: 17452638
  
  I am rejecting this response because:

  **** was asking me to sign the document for returning the rental car only prior going to Finance room, he did not show the price $40,247.00 on that document, he quickly came and asked to make signature on one paper, and asked to put signature bottom of the page, he was telling that extra price added are related to loan interest rate. 

   

  Original discussion was $37000 only instead of $40247, based on the trust I made signature, he advised to talk to TFS for correcting the numbers to $37000 if I want to pay earlier. 

   

  After TFS confirming that the load interest will not be added into contract, I visited his office and asked him to correct the numbers to $37000, now he is shouting and refused to talk to me further. 

   

  I have one simple question, how come you can charge me $40247 for $33000 worth car. If I have made signature  for $100,000, Do I have to pay for $100,000. I apologies, I never dealt with fraud people like you ever. So I made signature mistakenly.

   

  I am going to use my maximum energy to resolve this matter. 

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

  Customer response

  06/23/2022

  I went to Texas Toyota for buying Toyota Camry, the agent finalized the Toyota camry price for $37000 as selling price, while signing the contract there was extra $3247 was added in the contract (Total $40247), the Sales Agent ******************* told me that the extra amount was added because of the accumulated loan interest and asked to make signature at the marked area, they were ******* me to complete the signature quickly.  They were asking to contact Toyota bank for correcting the extra amount added if I wish to pay earlier. After signing the contract, I contacted the bank and asked them to correct the amount, the bank people were saying that there is no loan interest added at the contract. If there is any payment delay only, the interest would be accumulated due to the aging. I again contacted Texas Toyota of Grapevine and asked them to correct the amount to $37000 instead of $40247 now they are saying that $40247 is the original amount and asking me why I did not stop signing the document while signing the contract. Please help me to resolve this issue and help me to get refund of $3247paid extra to this dealer.

  Attachments:

  1. Toyota's suggested retail price document

  2. My contract price ($7087 extra paid for this sale)
  

   

   

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

  Business response

  06/24/2022

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the consumer in reference to complaint ID .********, and find that Mediation is necessary.

  Thank you.

*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. ↩