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:02/05/2025

  Type:Customer Service 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.

  After the vehicle was delivered you contacted Toyotas *********************** to ***ort the following damage:1. Component broken (lid to the spare tire tools)2. Scuff marks on the trim near the spare tire compartment My additional/original complaints which the dealership has failed to ***ort, but took several pictures of the following:1. On 1/8/2025, My vehicle was ***orted finished and was being brought around to the front at 5:45pm. Upon my arrival at 6:30pm, my vehicle was just being lowered from the lift and then brought around. What did they do to my vehicle between 5:45pm and 6:30pm?2. When I entered my vehicle, it was no longer on normal drive, but rather eco. My third row seat which I left down was now up. The headrest on one side was up while the other remained down 3. Next morning, I noticed my mats were not aligned. Checked under my mats, the spare tire section cover was also misaligned and broken.4. Called Toyota corporate 1/9/2025. He asked me if my spare tire was missing. With sunlight, I saw dealership severely scuffed the plastic inside of my vehicle extending to the third row bilaterally 5. 1/9/2025, Toyota corporate office reached out to your dealership, I received email from ***** ***. My vehicle was inspected 1/10/2025 6. Service *** acknowledged how bad it looked and apologized. They took several pictures stating she was told to take a lot of pictures and ***** *** informed me they would contact me by 1/14/2025.7. No call or email by 1/14/2025 8. 1/24/2025. I emailed ***** *** and called corporate. Then heard back from dealer. The service *** informed me that the dealership would cover the following:1. Component broken (lid to the spare tire tools)2. Scuff marks on the trim near the spare tire compartment But would not cover anything else because it cannot be proven that the dealership was the cause of the damage, but they will ***lace all the plastic in the back of my vehicle at an internal rate.Mileage and gas was off-m

  Business Response

  Date: 03/03/2025

  
  Thank you for contacting Toyotas ************************ Fred Haas Toyota Country and The Better Business Bureau regarding interior trim damages to your 2024 Toyota Grand Highlander.  Although it was distressing to read of your concern,we appreciate your willingness in providing us an opportunity to review and respond to your concern.   
  
  While we were pleased you chose Fred Haas Toyota Country to service your Toyota, we are disappointed to read of your dissatisfaction after it was delivered.  The following services were performed and completed:
  
  Vehicle running rough
  Special Service Campaign/Recall 24 TA09
  ToyotaCare ****** Service
  
  After the vehicle was delivered you contacted Toyotas **************** and reported the following damage:
  
  Component broken (lid to the spare tire tools)
  Scuff marks on the trim near the spare tire compartment  
  Hood autobody damage
  
  Toyota referred your concern to Fred Haas Toyota Country. As we previously conveyed to you on February 10, 2025, we reviewed your concerns, pictures were taken on the overall condition of your vehicle on Friday, January 10th. We had evaluated and reviewed your circumstances, considering such factors as vehicle age and miles,especially as compared with the manufacturers original warranty, the type of repair, and prior maintenance and repair history. As a token of goodwill and n the interest of customer satisfaction, we reviewed your requests and Fred Haas Toyota Country has agreed to cover the Spare Tire Lid Latch damage. The interior trim scratch damages and your recent report of the exterior hood paint damage are not damages caused by services we provided.  While we regret that you may incur added expenses,your request for the dealer to claim responsibility for interior cosmetic damages and exterior hood paint damage due to services we performed was declined. In the matter of customer satisfaction, we will offer an internal rate for the interior/exterior repairs. This offer will require another inspection, and an appointment will be needed for repairs. As a token of  goodwill we will offer you *************** or alternate transportation while we perform the repairs.

  Customer Answer

  Date: 03/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  I am not satisfied because they keep saying that all I reported were scuffs near the spare tire and I reported far more than that. I even went into there place of business and showed them the damage to include the scuffs near the spare tire but also on the inside where the plastic was really bad up to and includes where my 3rd row seats are located. Everything I mentioned in my first response, I mentioned it on multiple occasions and no one is listening. 

  Instead of replacing the plastic they damaged, they chose to offer an internal price for them to replace it. They want me to pay to replace the damage they caused to my vehicle. 

  Very dissatisfied. I have never filed a complaint with Toyota about anything. This is the first time in 14years I have ever had an issue with any Toyota dealer and they not Toyota fix the issue. 

  
  Regards,
  
  
   

  
  

  Business Response

  Date: 03/10/2025

   

  Our dealership confirmed the condition of the vehicle when it came in initially 1/8/25 and again on your next visit 1/10/25.  Pictures taken of the interior reveal the vehicle to be in an unkept condition, with excessive wear. All or most trim pieces in the front/passenger trim/seat area, middle row trim and third row trim are marred and its consistent throughout the interior cabin. The exterior Hood Paint and interior trim damages are not probable and are not due to the services the dealer rendered. The appearance or the cause of your concerns may be described as consistent of a family who have pets and have a very busy lifestyle.The Dealer claims no responsibility or fault for said claims.  In the matter of customer satisfaction and you are a first-time customer, we offered to replace the broken tire tool lid at no charge, and you picked it up.  The Dealer offered internal cost to repair the interior trim damage, and you declined. As a goodwill gesture we will offer you a full vehicle detail at no charge.  Should you accept, an appointment is required as it will take approximately 3-4 hours to complete. 

  
  

• Initial Complaint

  Date:01/01/2025

  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.

  12/27/2024. Pague un monto financiado de 442$ de un total de 884.67$.
  El dia 27 de Diciembre 2024, llevé mi carro a su cambio normal de aceite de motor (donde se ve en los registros que solo en ese lugar se realizan esas labores) y recibo una llamada de asesor de servicios Luis ******** que tenia que pagar un monto de 884.67$ porque se dañó la rosca del bajante de aceite. Algo que en ser técnico es imposible de suceder ya que de haberse presentado algún tipo de anomalía el técnico me lo hubiese notificado en el cambio anterior. Y el técnico antes de hacer el trabajo lo hubiese notificado, no después de haber hecho el trabajo.
  ****** a esto me obligaron a llegar a un acuerdo que no queria de lo contrario no me entregarian el vehiculo.

  Translation:

  12/27/2 Pay a funded amount of $442 out of a total of $884.67. On December 27, 2024, I took my car to its normal engine oil change (where it appears in the records that only that place is done such work) and received a call from service advisor Luis ******** who had to pay an amount of $ 884.67 because the oil lowering thread was damaged. Something that being a technician is impossible to happen since of having presented some kind of anomaly the technician would have notified me in the previous change. And the technician would have notified him before he did the work, not after he had done the work. ****** to this I was forced to come to an agreement that I did not want otherwise I would not be delivered the vehicle.

  Business Response

  Date: 01/03/2025

  Thank you for contacting the Better Business Bureau and Fred Haas Toyota Country regarding your recent auto service visit.  Although it's distressing to read of your concern, we appreciate your willingness to provide us an opportunity to respond. 

  The factory warranty on your 2017 Toyota Corolla SE has expired as your vehicle is 8 years old and has approximately 150,000 miles. Once the warranty has expired all repairs are the owner's responsibility. In the best interest of customer satisfaction, we may review individual requests even when the factory warranty has expired. We reviewed your circumstances taking into account such factors as 3 previous owners, vehicle age and miles, especially as compared with the manufacturer's original warranty, the type of repair, and prior maintenance and repair history. As a token of goodwill, we offered 50% off services rendered and although you had other options you agreed to have the repairs completed. While we regret that you incurred this expense, your request for reimbursement has been declined. 

  Fred Haas Toyota Country values you as a customer and we appreciate this opportunity re review your request. 

• Initial Complaint

  Date:08/27/2024

  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.

  Received flyer from Fred Haas Toyota Country offering to rotate tires for $9.95. Met with ******* ****** to discuss. Parked my car in the service area and went to lobby. Looked outside and saw a guy getting out of my car so I locked my doors. I hadn't meet with ******* and didn't understand why someone was in my car. After discussing with ******* I decided that it would be better to replace the tires so I got a quote and left. I stopped at the carwash but it wasn't working and as I'm walking back to my car I noticed my hood is slightly open. I closed it and thought I would let ******* know someone left it open.I got home and parked in my garage. The next morning I got in my car to leave and it wouldn't start. There were several icons on my dashboard. I immediately realized that my car had been tampered with. I am sole owner/operator and Toyota representatives are the only ones who had access to my car besides me. I haven't even been under my own hood recently. I immediately called *******, around 1145 am. He called me back in the afternoon and I expressed my concerns. He requested pics of the icons and fuse box. Under my hood is very dusty and there are fingerprints all over my fuse box! ******* didn't call me back so I called again Saturday and left a message on **** ******** voicemail.I spoke with **** ****** August 26th; he suggested I pay to have my car towed back to the shop for repairs. He tried to gaslight me into bringing my car back to the shop so they could hustle me for money for repairs for something they caused. He didn't offer any reason why someone was under my hood. **** ****** told me based on the icons it sounds like I would need an alternator! I wasn't having any problems with my car until I took it there. Very suspicious activity. Someone did something in the fuse box that triggered icons. I'm over 65, female and targeted victim of SCAM! flyer that was sent to my home address. ******* ****** told me today it was a coincidence.

  Business Response

  Date: 08/28/2024

  Ms. ********,
  

  Thank you for contacting the BBB and Fred Haas Toyota Country regarding your 2016 Toyota Camry with ****** miles. Although its distressing to read of your concern, we appreciate your willingness to provide us with an opportunity to respond to your concern.
  First, please accept our apologies for any inconvenience caused. While I am pleased you purchased, and you have been servicing your vehicle with us for over 8 years now, I am disappointed to learn of the issues you encountered. 
  I have spoken with the service *** to clarify. You came by only to discuss a coupon or flyer received in your mail offering a tire rotation for $9.95. Our Service Drive ****** job is to keep the Drive clear for our guests and upon trying to move your vehicle he could not located your keys, so he exited the vehicle. You also discussed the possibility of ***lacing tires and our dealer tire service *** obtained a quote for you and upon leaving the dealer you noticed the hood on your Camry was not fully secured. You ***orted this to the ***************** Manager, *******. When you got home you parked your vehicle in the garage and the next day the car was dead, and the warning lights were illuminating on the dash. You ***orted this to our Service Director ****. While we regret you are experiencing some mechanical inconveniences with your vehicle, we are unable to diagnose the condition, cause or recommend any remedy until we can inspect the vehicle as you are due for routine maintenance.
  Please be rest assured that our Toyota Diagnostic Technicians never touched your vehicle as you never authorized us or signed the necessary documents to allow this service. Also, note that your 2016 Toyota Camry has ****** miles, which mileage arrives at ***** miles youve driven a year.  Our consumers must not let a car sit for too long as it can cause maintenance issues. Among them: dead batteries, rusted brakes, dried-out and leaking seals and insect or rodent infestation. Any of these issues can make your car become a lot less valuable,and less safe to operate. When a car sits unused for several months, the weight of the car sits on tires that are not moving and that can cause a flat spot to develop where the tires meet the ground. Over time, those flat spots can even become permanent. The fluids needed to run and lubricate a motor vehicle can break down if the car sits idle too long. Gaskets and hoses can dry out and crack. Power steering is among several systems requiring fluids to function properly. Belts and Hoses: As rubber components age, they can start to dry out and crack. We recommend you service your vehicle every 6 months rather than mileage intervals due to low miles.
  Fred Haas Toyota Country has been an established dealer for over 45 years,and we appreciate this opportunity to respond to your concern. Please contact us if we can further assist.
  
  Kind regards,
  ***** ***
  Customer Relations

  Customer Answer

  Date: 08/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  

  My car is driven weekly.  I was not having any problems with my car until I visited Fred Haas Toyota Country Dealership, 

  ******* initially denied that anyone was inside my car.  Why would anyone be inside my car when I was there about tires?

  ******* told me the 4 codes were a coincidence!  Are you serious??? I've had my car since 2015: I visit Toyota Country and the very next day codes popping up. Stop SCAMMING Seniors! Shame on you!

  Is Mr. **** aware that employees there are tarnishing the company's reputation by dishonest means? This is very distressing! 

  I'll find an honest mechanic and go from there.

  ****** ********
  
   

  
  

  Business Response

  Date: 09/09/2024

  Fred Haas Toyota Country Service *** confirms he spoke and gave quotes on the day of your visit. To reiterate, you never agreed to any repair/services for your vehicle. Our ****** attempted to move your vehicle only and without success as you had the keys. There was no reason to pop the hood or inspect the vehicle as you never gave us your authorization/consent. We understand you have a choices of service facilities. The last services recorded to your 2016 Toyota Camry was at another service facility in ****** at ****** miles. Fred Haas Toyota Country performed a service to your vehicle last on Wednesday, February 1, 2023 @****** miles, for a State Inspection. If you have concerns with a no start/battery issue and you're ready for new tires, we'll be happy to assist you and inspect the vehicle, however, there is a charge for the maintenance services. 

  Customer Answer

  Date: 09/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

  An unauthorized  Toyota representative went under my hood and tampered with my fuse box.  which caused an unexplained drain on my battery. I've had to purchase a new battery and Toyota Country has not offered any reasonable resolution. It was all a failed attempt to scam me out of money. I will never use this dealership again and I will not recommend it to anyone!
  
  Regards,
  
  
   

  
  

• Initial Complaint

  Date:06/19/2024

  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.

  I purchased a 2023 **** from this dealership in June of 2023 with ************** In April of 2024, I refinanced and the loan was paid in full with Toyota Financial. Toyota ******** says it is **** **** responsibility to submit the cancelation for the *** and provide a refund, however they refuse to do so.

  Business Response

  Date: 06/20/2024

  Thank you for contacting the BBB and Fred Haas Toyota Country regarding the cancellation of your GAP Policy cancellation matter. Although it's distressing to read of your concern, we appreciate your willingness to provide us with an opportunity to respond. 

  To clarify, your payoff of your vehicle loan was closed April 23, 2024. Please allow 60 days from the closing date of your loan for reimbursement of the Gap policy premium from the lender. 

  Fred Haas Toyota Country appreciates this opportunity to respond to your concern. 

   

  Customer Answer

  Date: 06/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:03/19/2024

  Type:Billing 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.

  A sales Bait and Switch scam!
  Fred Haas advertised a car at $37,719, then when i indicated that I wanted to close the deal, they increased the price by over $12,000, contrary to their current advertised price.
  
  I am interested in buying a new Toyota GR86 Trueno edition, so I stopped by Fred Haas Toyota yesterday on 249 and the salesperson, Celeste, took me to the prep garage to show me the different models they have in stock, including a red GR86 Trueno with automatic transmission.
  In order to solidify my intent to purchase the car, I offered to come in today and make a sizeable deposit to ensure that I had the first opportunity to purchase the car as we finalized the purchase price with regard to my trade-in, which according to the ad, I expected to be less than the $37,719 advertised. I made it known both yesterday and today that I intend to pay at least $25,000 down on the car and could come out today and make a deposit if necessary. The salesman that I talked to on the morning of March 19, 2024, assured me that tomorrow would be fine and that I could bring my Honda in at that time to be evaluated for a trade-in.
  This afternoon, Celeste called me and informed me that because this is a "special edition" vehicle that there would be a "Dealer Markup" on it. She started going over the numbers and gave me a final price of $49,000+ that included the advertised $37,719, plus a $10,000 Dealer Markup and the cost of the 4 options that were advertised as "included".
  I immediately informed her that this was a classic Bait and Switch tactic and a no-no in sales and marketing.
  If Fred Haas is doing this to me, they are doing it to others. It may very well be the norm in the Houston new car sales market. It should be investigated!
  It would be a totally different story if the "Dealer Markup" was disclosed on their web site, on the sticker on the vehicle, or upon the initial showing of the vehicle, but neither is the case here, it is being advertised at $37,719 with "incentives".
  I am ready, willing, and able to purchase the vehicle at the current advertised price, but not the inflated price of $49,000.

  Customer Answer

  Date: 03/21/2024

  Better Business Bureau:
  
  
  
  This letter is to inform you that Fred Haas Toyota Country has carried out to my satisfaction the resolution it proposed for my complaint, filed on 3/19/2024 and assigned ID ********.

  Thanks to the BBB, when upper-level management at Fred Haas Toyota became aware of what had happened, they immediately contacted me, admitted that the sales manager had acted without their approval, and sold me the vehicle at its advertised price.  

  I was personally assured by the Sales Manager, Bradley *******, and the General Manager, Brad ******, that honesty, integrity, and fairness toward the customer are core values with Fred Haas Toyota on Texas 249.  We had lengthy and detailed conversations regarding my issues, and I sincerely appreciate the manner in which they approached me, admitted fault, and worked with me to find a fair and equitable resolution.

  We parted as friends, me with a beautiful car purchased at the advertised price, and information regarding my trade-in and the dealer that I purchased it from two years ago that affected its value that was news to me.  In light of the issue with my trade-in, we still arrived at a fair value in my opinion and transacted business in a professional manner that permits me to recommend Fred Haas Toyota World on TX 249 to my friends.

  Thanks again for assisting in this resolution,

  Bobby *** ****

   

  
  

• Initial Complaint

  Date:03/13/2024

  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.

  Purchased a 2022 Chevy Silverado 1500 RST on? 7/25/2023. Truck started having problems in December. Purchased a warranty on the truck for over $4000.00. The truck only had 29071 miles ? and it was having issues. The ?tire light for the rear driver side, more serious is the electronic stability control light which was reported in December. The? ?o?ther issue?s? w?ere the alignment was off and needed work done on it to ?it fix. Control arms were loose and also camber bolts, The pins were ?MISSING that are needed to complete alignment safely. I do understand that the warranty only covers factory parts on the truck. ? These issues had something to do with the control arms and camber bolts being loose. The car should have had an alignment to make sure it was safe to drive and also an inspection on the parts even though the first owner did modify the truck? these are issues that should have been noticed by the company. Your own employee could not believe that you actually sold the truck in that condition. I ended up taking it to a Chevy dealership to fix because you guys could not or did not want to. I know that an inspection was done when the truck was bought from the previous seller so that ?t?he dealership ?could determine how much? they were going to purchase? it from them, but yet nothing was done to fix the ?p?problems before it was sold? to me. ?I have spent over $1000 dollars fixing issues that I shouldn't have had to do if this truck was inspected properly before it was sold. This was a hardship on me because this was my only transportation to get to and from work. I do have invoices if you would like to see those.

  Business Response

  Date: 03/18/2024

  Sir,

  Thank you for contacting the BBB and Fred Haas Toyota
  Country regarding your pre-owned 2022 Chevrolet Silverado 1500. Although it’s
  distressing to read of your concerns, we appreciate your willingness to provide
  us with an opportunity to respond to your concerns.
  You encountered wearable components concerns after five
  months of ownership. Tire pressure monitoring system, ETC warning light,
  alignment, modified aftermarket control arms/camber bolts loose.  The Pre-Owned Sales Dept.  Trades/Purchases must undergo a UCI check/test
  drive and pass a State Inspection. To protect the Consumer and the selling
  Dealer a “Buyer’s Guide” document is initiated during the final paperwork and the
  document must be signed by the buyer. This Buyers Guide serves as an agreement
  between the buyer and dealer of any remaining or existing factory warranty. The
  dealer does not provide a warranty for any repairs after the sale. I have
  attached a copy for your review.
  While we regret you may incur expenses on these wearable
  components, I am happy to see you protected your investment by purchasing an Extended
  Warranty in the event of any major component or defect failure. The dealer
  claims no responsibility for tire road hazard, alignment, modified suspension, and other wear
  components after the sale.
  
  We appreciate this opportunity to respond to your concern. 

• Initial Complaint

  Date:12/21/2023

  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 purchased a 2023 Toyota Highlander in March this year.
  In May I took it in for 5k mile check up. The vehicles headliner was falling off & I was told it was on national back order, have waited over 6mos for a headliner.
  The front hood is not aligned, the back trunk door has been repaired twice for noise. I’ve had the vehicle in the shop over 6 times in 8 months & I have had to rent a vehicle when it’s left for repairs.
  I was told they would make it right and would trade me out of the car. Now they are telling me the car I paid 50k for is worth 37k in 9 months it’s lost 13k value and I owe almost 43k so I’m upside on a car that I purchased brand new and the dealership has not been helpful to help resolve the issue of a vehicle I purchased from them since I have already signed a contract it’s not their responsibility anymore. I’m not sure what they said they would make right when I’m upside down on a car that has had so many cosmetic issues in less than a year.

  Business Response

  Date: 12/22/2023

  The headliner ordered for her car arrived at our dealership November 2nd and we contacted her to have it installed and she has declined our offer to do the work.

  AT this point we have to take a step back, as she has filed a lemon law case against Toyota corporate regarding her car. 

   

   

  Bob

   

  Customer Answer

  Date: 12/22/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  The headliner is one issue mentioned out of all the issues I’ve had and will be going to get headliner fixed but travel for work so don’t have time to be in the shop weekly. Plus I need to have them check it now for something else so I will be dropping it off so they can fix the headliner and look at the other problem. That doesn’t answer anything else about the car that I mentioned. It’s so easy for them to mention one thing and be done. How sad how they do business and will start losing customers because of poor customer service 
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 12/28/2023

  Thank you for contacting the BBB and us regarding your vehicle concerns. Although it's distressing to read, we appreciate your willingness in providing us an opportunity to respond to your concerns. An appointment is recommended for the services and at that time we will be happy to document and discuss the other concerns you are experiencing with your vehicle and possibly find an agreeable solution.

• Initial Complaint

  Date:09/29/2023

  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.

  On September 29th we went to purchased a vehicle at Fredhaas Toyota country by 249. We negotiated a price we also had a trade in. We checked dealership website and they are advertising a special rates of 3.99% for new purchase of 2024 Camry LE until 10/03/23 we ended up signing all paper work for 2024 Camry LE. We were called to finance we spoke to Jimmy ******* and there was no specials for 2024 Camry…then he asked to show him the ad …which I did and he then proceeded to print out the ad himself straight from the dealers website…he then said he would take it to his manager to see how they were going to do the rate…..and see how they were going to deal with it if it’s on there! Walked out to get his manager Steven ***** came in saying that it was on the 2023 Camry and that on the fine print it would say. We all read the advertisement and on it and the fine print and neither him or Jimmy could fine anything on the fine print stating 2023…it actually restated that the rate was in fact for 2024 Camry LE…they then proceed to make another excuse saying that’s why they hire a 3rd party company to do the advertising…they admitted it was an error on the dealerships part…this is false advertising and should honor the ad their dealership placed in their website. This is very unprofessional and seems like fraud is involved. The lure the customers in with lies and false advertising and then want to make a dozen excuses of how it’s someone else’s fault. Extremely unprofessional and distasteful business practices.

  Customer Answer

  Date: 10/03/2023

  Better Business Bureau:
  
  
  
  This letter is to inform you that Fred Haas Toyota Country has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/29/2023 and assigned ID ********.
  
  
  
  Regards,
  
  
  

• Initial Complaint

  Date:06/22/2023

  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.

  I had the dealership perform a full diagnostic on my 2008 Toyota Prius, including checking the hybrid and auxiliary batteries, to determine why my MPG is nearly half as expected. The Assistant Service Manager (Marq ****) quoted $165 for the service. The dealership found no problems and believed the constant AC used during the Texas heatwave is temporarily causing the issue. I proceeded to pay the invoice but was surprised they did not charge me.
  
  I proceeded to leave the dealership when the instrument display was blank upon starting the car. Several restarting tries failed to illuminate this display. I returned to the Assistant Service Manager to alert him of the problem. He conveyed the dashboard went blank several times during the diagnostics service, but the technician was able to repower / reset each time. Further conversations with Mr. **** conveyed Toyota was aware of the problem due to a bad Combination Meter. He quoted $1100 and up to two months to resolve.
  
  I began to understand why the dealership decided not to charge me after completing their full diagnostics. They left the car with a malfunctioning Combination Meter (which monitors speed, gas, and total driven miles), did not mention this failure on their diagnostics report (despite the dashboard going blank several times during diagnostics per the Assistant Service Manager's comments), and did not bother to alert me (or Toyota's knowledge of the existence of this problem) until I found out myself while leaving the dealership and began asking questions.
  
  The CARFAX report shows no problems related to the Instrument Panel or Combination Meter.
  
  I request the dealership pay for the Combination Meter replacement while providing a loaner car from their lot during the two-month repair period.

  Business Response

  Date: 06/23/2023

  Thank you for contacting the BBB and Fred Haas Toyota
  Country regarding your 2008 Toyota Prius with 120,158 miles. Although it’s
  distressing to read of your concern, we appreciate your willingness to provide us
  with an opportunity to respond to your concern.
  You brought in your 2008 Prius for the first time on
  Wednesday June 21, 2023. The Repair Order was written up by our Assistant
  Service Manager advising our Diagnostic Tech to perform a diagnostic including
  checking on the Hybrid and Auxiliary Batteries as you indicated your Prius MPG was
  nearly half of what you expected. The Tech found no diagnostic trouble codes,
  no outstanding special service campaigns, or Toyota Service Bulletins and
  reported the battery test results. While in our possession the Tech did
  experience on a couple of instances whereas when starting the vehicle, the instrument
  display failed to illuminate, however, after a couple of more attempts the
  vehicle started, and the vehicle was returned or delivered.
  This occurrence is not something new to the Tech, as years
  ago Toyota announced a Warranty Enhancement Program to extend the warranty
  coverage for the Instrument Panel Combination Meter in 2004 to certain 2009
  Model Year Prius Vehicles. Toyota received a limited number of reports from
  high mileage 2004 to certain 2009 model year Prius vehicles regarding the Combination
  Meter display not illuminating when the vehicle’s ignition is turned “On” This
  condition may occur in certain cold weather conditions and is identified during
  vehicle start up. You may have experienced this which prompted you to bring in
  your vehicle to check your batteries.
  Although the Combination Meter is covered by Toyota’s New
  Vehicle Limited Warranty for 3 years or 36,000 miles (whichever occurs first),
  Toyota wanted to ensure customers ownership experience and offered an extension
  of the warranty coverage for the covered vehicle’s combination meter.  The owner notifications started in late
  October 2012. Toyota offered a Warranty Coverage Extension for the Combination
  Meter for 9 years with no mileage limitation from the date of first use or before
  September 30, 2013, whichever is longer for the condition described above. If
  this condition exists, the dealer will replace the Combination Meter under the
  terms of this warranty enhancement program. This Customer Support Program/Warranty
  Extension expired April 2017.
  We have reviewed your circumstances, taking into account
  such factors as vehicle age and miles, especially as compared with the
  manufacturer’s original warranty, the type of repair, and prior maintenance and
  repair history. While we regret that you will incur an expense, your requests
  for repairs and alternate transportation to be provided by the dealer at no
  cost are declined.   

  Customer Answer

  Date: 06/26/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  The dealership purposely did not mention the blanking display despite their knowledge.  I would not have filed this complaint or asked for repair retribution had the dealership been up-front with the problem instead of waiting for me to find out.

  Regards, Mel

  
  

  Business Response

  Date: 07/24/2023

  We have reviewed your concern and although it is unfortunate
  you missed the Combination Meter warranty enhancement program -ZTV, as it has expired.  Repairs will be at the owner’s expense.  The Dealer feels that the basic factory
  warranty 3yrs/36,000 Toyota was extended to an offer of 9 years with no mileage
  limitations is an extremely reasonable amount of time to allow the consumer to complete the repairs of this failed component. Repairs are at the expense of the owner. As stated
  in our last communication the failure of said component was noted and the dealer is not claiming any responsibility for said repair due to the expiration
  of Warranty Enhancement Program – ZTV and its policy. 

  Customer Answer

  Date: 07/27/2023

  The business needs to remember that I initially brought the hybrid vehicle in for diagnostics due to low MPG.  I recently bought the vehicle as noted by the temporary dealership license plates noticed by the Assistant Service Manager.  The business' assumption I brought the hybrid for diagnostics knowing of a combination meter failure to have the business check the batteries and fix for free is false.  I only realized after the business completed its diagnostics and proceeding to drive away that there was a dangerous problem.  The business kept silent despite later admitting of the combination meter failure causing blank display several times during their diagnostics.  They then alerted me of Toyota's enhancement program after the fact.  I believe not taking the initiative to confess of a potential problem regardless of fault is terrible Customer service, and I personally will never return to Fred Haas.
  
  Since it is obvious the business does not understand the sensitivity of this important issue from a Customer's perspective, let me proposed a conversation that should have occurred between Fred Haas and me:
  
  FRED HAAS:  Mel, we completed full diagnostics of your vehicle including checking the hybrid and auxiliary batteries and did not find any mechanical or electrical function that would lead to low MPG.  It could be the current Texas heatwave causing the problem as constant AC use is energy-intensive.  However, we noticed the instrument display does not always illuminate since it went blank several times during our diagnostics.  The Combination Meter, which monitors speed, fuel, and total driven miles, has a known problem by Toyota for 2nd Generation Prius alerted via an enhancement program.  Toyota extended its three-year warrantee of Combination Meter replacement to nine years with no mileage limitations.  Combination Meters found defective during the enhancement program are repaired at no cost to the Customer.  Unfortunately, this enhancement program expired April 2017 for your vehicle year which means you will need to bear replacement costs.  Fred Haas charges $1100 for the service.  Since our business realizes how shocking it is to suddenly have this problem on a vehicle you recently purchased, Fred Haas decided to perform the full diagnostics for free.  Fred Haas hopes this small effort relieves your stress caused by the Combination Meter issue.
  
  MEL:  Thanks for being candidly honest conveying the Combination Meter issue to me.  I will determine options going forward.

  Business Response

  Date: 07/27/2023

  We regret you will incur an expense after only owning the
  vehicle for a short time. As the 3rd owner of the 2008 Toyota Prius with
  120,000+ miles you purchased, please know your vehicle is time and mileage
  exempt and exceeds mechanical limits with regards to any warranty coverages.
  Should you decide to replace the combination meter on the 2008 Toyota Prius we
  will be happy to order the parts and install the component; it will, however,
  be at your expense.
  Your request for us to replace the combination meter that
  any previous owners have missed/neglected on Toyotas Customer Enhancement
  Notifications is not our responsibility and therefore we decline any liability.
  

  Customer Answer

  Date: 07/28/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

  The business seems to be concentrating only on Combination Meter replacement costs.  My original complaint was the business failing to notify me of the failure during their diagnostics until after I found out.  Hiding potential problems from the Customer is terrible Customer service and would only lose potential business to competitors.

  Fred Haas needs to remember that I initially brought the hybrid vehicle in for diagnostics due to low MPG.  I recently bought the vehicle as noted by the temporary dealership license plates noticed by the Assistant Service Manager.  The business' assumption I brought the hybrid for diagnostics knowing of a combination meter failure to have the business check the batteries and fix for free is false.  I only realized after the business completed its diagnostics and proceeding to drive away that there was a dangerous problem.  The business kept silent despite later admitting of the combination meter failure causing blank display several times during their diagnostics.  They then alerted me of Toyota's enhancement program after the fact.  I believe not taking the initiative to confess of a potential problem regardless of fault is terrible Customer service, and I personally will never return to Fred Haas.

  Since it is obvious the business does not understand the sensitivity of this important issue from a Customer's perspective, let me proposed a conversation that should have occurred between Fred Haas and me:

   

  FRED HAAS:  Mel, we completed full diagnostics of your vehicle including checking the hybrid and auxiliary batteries and did not find any mechanical or electrical function that would lead to low MPG.  It could be the current Texas heatwave causing the problem as constant AC use is energy-intensive.  However, we noticed the instrument display does not always illuminate since it went blank several times during our diagnostics.  The Combination Meter, which monitors speed, fuel, and total driven miles, has a known problem by Toyota for 2nd Generation Prius alerted via an enhancement program.  Toyota extended its three-year warrantee of Combination Meter replacement to nine years with no mileage limitations.  Combination Meters found defective during the enhancement program are repaired at no cost to the Customer.  Unfortunately, this enhancement program expired April 2017 for your vehicle year which means you will need to bear replacement costs.  Fred Haas charges $1100 for the service.  Since our business realizes how shocking it is to suddenly have this problem on a vehicle you recently purchased, Fred Haas decided to perform the full diagnostics for free.  Fred Haas hopes this small effort relieves your stress caused by the Combination Meter issue.

   

  MEL:  Thanks for being candidly honest conveying the Combination Meter issue to me.  I will determine options going forward.

   

  Regards, Mel

• Initial Complaint

  Date:06/06/2023

  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.

  I purchased my acura at the end of Oct.. Within the first two days of having the vehicle there was a slew of problems I contacted the sales rep(Kevin) about. No calls were being return. I then contacted the dealership directly vs the sales rep phone and was patch through to his line in which i left a vm. For 3 days no one called me back. I decided to text him which then prompted him to final call me back on 11/11/2023. He ensured me that the vehicle warranty would fix my issues but he wanted me to speak with to Carlos in finance bc the original finance company denied coverage to me bc my job title at the time was consider a temp job even though i was transition into a perm position with the company. They ask me to come in to sign more paperwork for the new finance company. I came in that day. In speaking with Carlos and Kevin they both advised me they would fix my vehicle issues however i could not tell the bank when they call me the vehicle was having problems are they would not finance. I was told within 30-days my warranty would kick in and i could have the issues resolved. Fast Forward- i bring my vehicle in for check engine light, a/c not working, and brake noise. The vehicle sits at the dealership for two days. I was advised nothing was wrong other then the a/c and the part would take two weeks to come in. I double check if it was safe to take the vehicle back in my possession as i was traveling to LA. I was told it was. Driving 75 mph on 1-10 @ 7:30pm i almost lost my life. The vehicle put it self in N would not turn off, immed it dropped speed in the middle of the hwy & the dashboard read engine and transmission problems. My vehicle sat in LA until i could afford to tow it back to Texas. FF 8 trips to the repair shop and I still have squeaking brakes and NO A/C! I've paid for warranty repairs on two occasions & now the dealership no longer return my calls. Now filing complaint with AG since i have more than enough proof to support my claims with a recording

  Business Response

  Date: 06/08/2023

  Thank you for contacting the BBB and Fred Haas Toyota
  Country regarding your 2016 Acura MDX with 116,188 miles. Although it’s
  distressing to read of your concerns, I appreciate you providing us an
  opportunity to review and respond to your concerns. If you are continuing to
  experience an A/C malfunction, please advise me when you will be able to bring
  in your vehicle for an inspection to verify the condition. Once we can
  determine the condition, we’ll find the cause and remedy the AC.  In
  our business, communication is always key so it's disappointing to read of the
  repeated service issue. Your concerns are important and pose as areas for us to
  discuss and improve. It is through our customer communications that Fred Haas
  Toyota Country is made aware of the reactions and expectations of our customers.
  why here...

  Customer Answer

  Date: 06/09/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]

   

  Not only is the A/C not working but the brakes is still and issue and on yesterday, guess what seems to not have been fixed on this car as well ? The emission issues!!!!  As you can see in my previous complaint i started with 3 main core issues in November. And now we are here where all three issues are unresolved.. I attached a picture of the check engine light back on. This car was a lemon and you guys sold it to me knowing it had these issues. Whats more concerning is I have yet been able to enjoy this vehicle in which i pay a car not for every month. 7months in and I'm still dealing with the same issue i had when i brought this vehicle from you.  I text Tony your service department director and he never respond. I called Matt the advisor and left message and he never returned my calls... So who am I to trust my issues will be resolved as this vehicle was brought to you guys over 8x.. How can I trust this will be resolved. I am not paying another penny on warranty deductibles.  Lets not even talk about the uber money i spend when there is supposedly no loaner car available.

  What assurities can I get someone is going to take complete ownership of this issue and not act as if IM the problem?

  
  
  
  Regards,
  
  
  
  
  
   

  
  

  Business Response

  Date: 06/19/2023

  As per my last communication Car troubles are never what we
  expect after a vehicle purchase. The 2016 Acura MDX with 112,079 miles was sold
  “As Is” with no remaining factory warranty 10/2022.  The Acura was purchased with a vehicle
  service agreement. I can assure the customer we will do our best to diagnose
  the condition continuing to cause concerns. Each repair order completed on the
  MDX was diagnosed and delivered as repaired. All current concerns will also be diagnosed
  and inspected. If required, we may sublet the vehicle to an Acura Service
  Center as with prior repairs. Should the diagnosis reveal a malfunction that
  requires replacement parts then yes the customer may be responsible to pay a deductible.
  The customer has an option if not satisfied with our attempts to repair, the customer may take the vehicle directly to an Acura Dealer
  Service Center of their choice. They accept Vehicle Service Agreements.
  
  *Brakes, please know that wearable components are not covered
  by warranty. During the used car sales process, the front / rear brake pads were
  replaced, and the rotors resurfaced. The dealers make ready department
  uses aftermarket ceramic or metallic pads which may cause pads to squeak. This
  is not a defect. The customer may choose to go with original equipment from
  Acura factory and this squeak may lessen, however, new factory brakes may
  squeak too, and this will be at the owner’s expense.  There are several reasons brakes may squeak
  as well…..especially when they’re new, or have moisture, road debris, hot etc.
  We can check the brakes to make sure they are clean and free of any obstructions.
  
  *A/C was inspected 5/22/23. An a/c hose was replaced, and we
  recharged a/c system and delivered as repaired.  4/25/23 a/c replaced another hose due to leak.
  3/27/23 dealer sublet to Acura for a/c, Acura added Freon and recharged system.
   2/23/23 dealer replaced both a/c lines.
  11/21/22 the a/c was said to be inoperable however, when inspected it was
  functioning and a malfunction not verified as per Tech.
  
  
  *Warning lights illuminating 2/23/23. A diagnostic was completed,
  and a fuel pump was replaced.  11/21/22
  Vehicle cranks for an excessive amount of time and has low power when trying to
  accelerate, vehicle evaluated and Tech unable to verify or duplicate
  malfunction.
  
  As a courtesy we have a Shuttle Van Service which operates
  Mon-Fri 8am-4:30pm and travels within a 15-mile radius. We’ve given alternate
  transportation previously, however, when it was returned, the vehicle had
  excessive smoke in the Cabin and was found in unacceptable condition. Smoking
  is not allowed in any Rentals/Loaners. If the Vehicle Service Agreement offers rental
  coverage, it will be the owner’s responsibility to obtain a Rental for future
  services. Our Shuttle Service Rep will commute the customer to any
  nearby (15-mile radius) Rental Car Co. of choice.