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:05/26/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We did a trade in on a new vehicle. Had equity from old vehicle with the payoff of the loan. Been waiting over a week to receive the remaining funds ($9,000). My wife and I have left voice mails, emails to sales person and to various other departments with no responses. Weve attempted to contact and speak with managers directly and they all are too busyto take my phone call. I would like an explanation and ultimately the money I am owed from the vehicle I traded in. Would not expect this from a dealership when I could have gone elsewhere and sold my truck for same price or more and had the money within 24 hours.

  Business Response

  Date: 06/12/2025

  Thank you for the opportunity to respond. The customer’s trade-in vehicle had an outstanding loan balance, and per our dealership policy—as well as standard industry practice—we do not release equity checks until the title is received in-house.
  We expect to receive the title by 06/23/25, at which point the equity check for $9,000 will be released immediately.
  We understand the customer’s frustration and regret any delays in communication. Our team, including the salesperson and assistant controller, has been in regular contact to provide updates as we wait for the title. We appreciate the customer’s patience as we complete the process.

• Initial Complaint

  Date:02/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 20, 2021 my husband and I purchased a vehicle with Toyota of Rockwall upon leaving the lot the check engine light of the vehicle had came on I called the salesperson whom I purchased the vehicle and was told to bring the vehicle in for an evaluation. I brought the truck in a was told nothing was wrong with the vehicle. Within a one year life span that I had the vehicle I took the vehicle various times for diagnostic of the vehicle because of the same issue. I spoke various times and left messages with the service manager he assured me that the light would go away from the vehicle I even took the dealership a diagnostic from *** of ******** where it mentioned something was wrong with the engine. The service department disregarded the notice and during that time period I had purchased warranty for the vehicle and nothing was never done about it. I was pregnant at the time and dealing with so much stress because of this situation. Weeks before I was due to give birth my vehicle stranded in the middle of the highway due to the engine going out. I had my vehicle towed to Toyota of Rockwall and spoke to the service manager and told him how I had went multiple times because of this issue and now the vehicle left me stranded 9 months pregnant along with my other children in the car. I cried so many times and spoke with different managers and no one seem to help or care I was in a desperate situation. I had to surrender the vehicle back to Toyota since I would not be able to afford to pay to have the vehicle fixed. Its unfair I went through a emotional and stressful pregnancy because of this and was left with no car a few weeks before I was due all because of the lack of work from the service department manager and mangers this could have been prevented because I had warranty this times I went but once the car was not in working conditions my warranty had now expired and nothing could have been done. I will never purchase from them again!

  Business Response

  Date: 02/25/2025

  We understand that this situation was frustrating and recognize the challenges the customer faced. Our goal is always to assist our customers in resolving vehicle concerns within the scope of the warranty and available service options. However, in this case, our records indicate that  the warranty had been voluntarily canceled by the customer in December 2022, and by the time the vehicle was brought in for a major repair in January 2023, it was outside of warranty coverage.
  We regret that the customer felt unsupported during this process and acknowledge her frustration. Toyota of Rockwall is committed to transparency in our service process and will continue to ensure that all customers receive clear communication about vehicle diagnostics, warranty coverage, and service recommendations.
  If the customer has further concerns, we are happy to invite her into our dealership to reach resolve. 

• Initial Complaint

  Date:10/25/2024

  Type:Service or Repair 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.

  When purchasing the vehicle I requested that I didn't want the "green bundle" add on package, but the dealership said they wouldn't sell the vehicle without adding the bundle on top of the **** price from the manufacture. I did negotiate taking off the window tint because they didn't offer ceramic window tint, so paid $2,989 for the rest of the bundle. I was VERY specific on if paying for the package it needed to be true ceramic paint coating and they assured me it was. After signing paperwork I had asked to see their ceramic coat department so saw the product they used and found out that they lied about what kind of product they used. They did just a wash on quick coating, NOT true ceramic coating which takes days to complete and NOT even close to the same thing. I spent months going back and forth with the sales manager with no success with them taking care of me since sold me a product that I didn't get. I even asked for the owner to call me, but I never got a call. I ended up paying $1,900 out of my pocket to have it actually ceramic coated, but never got any of my money back for the product they charged me for and didn't get. I also had a windshield chip repaired in May, 2023 that had to pay for because was told I didn't have coverage for it (that is supposed to be included in green bundle). Now I have a windshield that needs replaced from a large rock hitting it and find out they didn't enter the correct warranty with Toyota so I don't have windshield or PDR coverage like was sold in their bundle. At this point I would like my entire refund for the Green Bundle due to we were charged for several products that we didn't get and they lied several times trying to cover their tales. Plus I had almost $2,000 out of pocket already to have products installed that were supposed to be in the bundle and I need to pay for a new windshield now too.

  Business Response

  Date: 11/18/2024

  Dear ************************ you for taking the time to share your concerns with us. At Toyota of Rockwall, we value our customers and strive to ensure their satisfaction. I regret to hear that your experience with our previously used Green package has fallen short of your expectations, and I want to work with you to address these concerns.
  To fully understand the situation and resolve this matter appropriately, I would like to invite you to meet with me at the dealership. During this meeting, we can review all the documents related to your purchase, including the addendum details, warranty information, and any other relevant agreements. This will allow us to address any discrepancies and determine the best course of action.
  Please let me know a convenient time for you to visit so we can discuss this further. I want to ensure we resolve your concerns thoroughly and fairly. You can reach me directly at ************ to schedule a time or ask any preliminary questions.
  Thank you for giving us the opportunity to make this right. We value your business and your trust, and we are committed to finding a satisfactory resolution.
  Sincerely,
  Jasmine Jackson
  VP of Operations
  Toyota of Rockwall
  ************
  
  

  Customer Answer

  Date: 11/22/2024

  I contacted Jasmine after getting her response and we scheduled a meeting for this morning.  She was very professional and apologized for the way everything got handled from the sales manager at the time.  He is no longer working there anymore either and she seems very on top of things in regards to delivering high customer satisfaction.  She made everything right for the package that I had paid for and refunded us for the whole amount.  I also met with the new GM **** during our meeting and he was also very willing to make things right with our situation.  Overall, I'm very pleased with how they handled things and with all the changes that have been made in management I would recommend to other people and will consider visiting them again when our lease is up next year.

  Thanks,

  ***** Lies

   

• Initial Complaint

  Date:10/18/2024

  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.

  I reached out to several car places because I had 4000$ to put down because my mom passed away and I was trading her car into Carvana for ******. I got a text saying they got the deal done and I could get a camry. When I went to the dealership, they asked what I was trading in (because they wanted to get the deal done that day). They offered me 9000$ fir my mom's trade in. I told them get 9500 and I would do it. Never once was 4500 down mentioned. That's what they used. They screwed me over 1400 because I could have gotten ****** at carvana. When I went to pick up the check they owed me that should have been 5500, it was 5000. I got a call that they used 4500 to get me a better deal. Never once was 4500 on the table. I want my 500 for their mistake. It's riduculous.

  Business Response

  Date: 11/18/2024

  Dear Ms. ***** ********, 
  I want to begin by expressing my deepest sympathies for the loss of your mother. I understand how difficult this time must be, and I regret that your experience with us added any unnecessary stress.
  From your account, it seems there was a misunderstanding regarding the trade-in value, the funds applied to your purchase, and the final amount of the check you received. I can see why this would be frustrating, and I sincerely apologize for the confusion.
  I would like to invite you to meet with me in person at the dealership to go over the details of your transaction. This will allow us to review everything together and ensure any necessary adjustments are made to reflect what was originally agreed upon.
  We value your trust and want to make this right. Please feel free to contact me directly at ************ or let me know a convenient time for you to come in.
  Thank you for bringing this to my attention, and I look forward to resolving this with you.
  Warm regards,
  Jasmine Jackson
  Vice President of Operations
  Toyota of Rockwall
  ************
  

• Initial Complaint

  Date:06/12/2024

  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.

  Dealership continues to fly advertisements overhead for 2 hours daily. Monotonous droning overhead as plane continuously circles around and around and around and around . . . .

  Business Response

  Date: 06/24/2024

  Thank you for bringing these concerns to our attention regarding our recent advertising initiative.
  At Toyota of Rockwall, we strive to be innovative in our marketing efforts and believe in using creative methods to reach our community. The airplane banner advertisement, which states "Cars are flying at Toyota of Rockwall," is a part of this effort. The plane flies at an altitude of ***** feet, ensuring that the noise level remains minimal and compliant with all relevant regulations.
  We understand that even minimal noise can be a concern for some, and we regret any discomfort this may have caused our community. Our intention is never to inconvenience our neighbors but to engage with our market in a unique way.
  Please be assured that we carefully plan our advertising campaigns to comply with all local regulations, including those related to noise and flight paths. While we believe this initiative is effective and within legal limits, we appreciate your feedback and are committed to being mindful of our community's comfort. This is a short term initiative for the summer months, so rest assured this discomfort will not last forever. 
  If you have any further concerns or suggestions, please feel free to contact us directly at ************ or *********************************** We value your input and your continued support.
  Thank you for sharing this feedback with us.
  Sincerely,
  Jasmine Jackson ******
  Vice President of Operations
  
  

  Customer Answer

  Date: 06/29/2024

  Sounds like customers have been flocking to your dealership and the cars have been flying off the lot after seeing that overwhelmingly original idea that someone in marketing told you would be great for business, because, as we all know, everyone loves a follower!  Kudos! 

• Initial Complaint

  Date:02/05/2024

  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.

  I drove to the dealership (1 hr away) to purchase this very clean RAV4, VIN: *****************. The buy it now price as shown in my screenshot was just below 40k, which is very reasonable for this trim and mileage. However, after sitting down and discussing numbers, I found that there was a $3,989.00 charge for a "Green ***** Bundle." Most of these bundles are removable at the consumer discretion so I thought that a quick ask of *********** to remove that package would get that taken care of and we could move on with the sale. However, I was sorely mistaken. *********** then revealed to me that this package is not removable. This is the crux of the complaint, the dealership needs to adjust the pricing of the vehicle on the website to reflect this "Green ***** Bundle" or allow the user to remove that package at the time of sale or even at a minimum make it clear on the website that the package is not removable by the user and provide the price of the bundle. I believe this to be a perfect representation of false advertising.

  Business Response

  Date: 02/27/2024

  To Whom It May ******* at the Better Business Bureau and Relevant Regulatory Authorities:
  As the representative of Toyota of Rockwall, I am compelled to address the complaint filed under the name *********************, concerning an alleged issue with the "Green ***** Bundle" associated with the inquiry of a 2023 Toyota RAV4 Prime, VIN: *****************. It is paramount to assert that this complaint lacks a legitimate basis, both in the factual matrix presented and in its allegations of regulatory non-compliance.

  
  Factual Inaccuracy and Misrepresentation: The complainant, identified as *********************, does not exist within our customer records. The individual associated with the inquiry and potential transaction of the vehicle in question is *******************. At no juncture during her interactions with our dealership did ******************* express dissatisfaction with, or request the removal of, components within the "Green ***** Bundle," which includes but is not limited to window tint, Guidepoint GPS with a three-year subscription, and a lifetime powertrain warranty. **** critical omission in communication undermines the validity of the complaint filed.

  
  Compliance with ***** Administrative Code: Toyota of Rockwall operates in strict adherence to the guidelines and regulations as stipulated by the ***** Administrative Code for Vehicle Sales Advertising as enforced by the ***** ********** of ***** Vehicles. The assertion within the complaint that our practices constitute "false advertising" is not only unfounded but also incorrectly interprets the legal framework governing automotive sales and advertising in *****. Our dealership's disclosures are clearly outlined on our website and during the sales process, ensuring full transparency and compliance with all applicable statutes and regulations.

  
  Unwarranted BBB Complaint: The filing of this complaint with the Better Business Bureau, based on inaccuracies and a misinterpretation of regulatory compliance, is unwarranted and unjustly tarnishes the reputation of Toyota of Rockwall. It is our position that this complaint should not be permitted to stand on the public record, as it misleads potential customers and stakeholders about our business practices and commitment to regulatory compliance.

  
  Request for Retraction: We hereby request a retraction of the complaint from the BBB's records due to the baseless nature of the allegations made against Toyota of Rockwall. Our dealership remains committed to engaging in constructive dialogue to resolve any genuine customer concerns, provided that such concerns are factually communicated and with the appropriate involved parties.

  
  Conclusion: Toyota of Rockwall is dedicated to ethical business practices, customer satisfaction, and compliance with all regulatory requirements. We take any allegations of misconduct seriously; however, it is essential that such allegations are founded on accurate information and a correct understanding of the law. We trust that this response clarifies the situation and underscores our position regarding the unfounded nature of the complaint filed.

   

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

   

  Vehicle Description on page - "2023 Toyota RAV4 Prime SE We purchased this for a DEMO but didnt use it.
  Toyota RAV4 Prime Clean CARFAX. Midnight Black AWD 2.5L 4-Cylinder DOHC CVT Do not miss this thrill ride, we are excited about this one..., Handsfree Bluetooth phone and entertainment, Alloy Wheels, Non-Smoker, keyless start, RAV4 Prime SE, 4D Sport Utility, 2.5L 4-Cylinder DOHC, CVT, AWD, Midnight Black, ******************* Trim, ABS brakes, Air Conditioning, AM/FM radio: SiriusXM, Auto High-beam Headlights, Brake assist, Exterior Parking Camera Rear, Fabric Seat Trim, Illuminated entry, Low tire pressure warning, Power driver seat, Power windows. Certified.
  **** vehicle has been through an extensive multi point inspection by an ASE Certified Technician. All necessary services have been done for the appropriate mileage interval as deemed necessary. We have also reconditioned this vehicle inside and out to provide you with as near a new car experience as can be expected from a vehicle of this year and mileage. *******************. Family owned & operated. Get Pre-Approved at:
  
  ********************************************************************
  
  Free CARFAX report. Large ****** Used Car Super Store serving North *****. Call Rockwall Toyota today.
  
  
  The inventory listed on this page is a sampling of the total inventory available at our dealership, to find out about our complete inventory please call or visit us at www.toyotarockwall.com. *Offer does not include tax, title, license or $150 Doc fee. Offer does not include Green ***** Bundle. Green ***** Bundle may include items such as window tint, nitrogen-filled tires, 4 month BG Protection plan, and a 2-year/25,000-mile scheduled maintenance plan. Please see dealer for details. Se Habla EspanoL.*Picture may not represent actual vehicle. Price varies based on Trim Levels and Options. See Dealer for in-stock inventory and actual selling price. All prices plus tax, title and license with approved credit. MSRP includes delivery, processing, and handling fees. Dealer doc fee $150.00 not included in price. Prices may be different outside of each advertised period and do not necessarily reflect cash price at any other time.
  Offer does not include dealer installed options. Dealer installed options vary depending on vehicle and may include items such as window tint, nitrogen, pin striping etc. Some vehicles may be void of dealer installed options. Please see dealer for details."

  Details button -"Disclaimer:
  New vehicle pricing includes all offers and incentives. Tax, Title and Tags not included in vehicle prices shown and must be paid by the purchaser. While great effort is made to ensure the accuracy of the information on this site, errors do occur so please verify information with a customer service rep. **** is easily done by calling us at ************ or by visiting us at the dealership.
  **With approved credit. Terms may vary. Monthly payments are only estimates derived from the vehicle price with a 72 month term, 5.9% interest and 20% downpayment.
  *Toyota of Rockwalls Employee Pricing for All* Valid on all in stock Toyotas only.  Excludes Grand Highlander and 2024 Tacoma. See dealer for details. Customers must finance with Toyota of Rockwall.
  Deferred payments offer valid only when financed thru EECU (Educational Employees Credit Union).  With approved credit. Higher rates apply for customers with lower credit ratings. Specific vehicles are subject to availability.  Up to $20,000 Financed. While supplies last. See dealer for details. Excludes TT&L, registration, insurance, Rockwall Greenlight Bundle, and $150 dealer doc fee. Ends 2.29.24.
  3.99% APR for up to 60 months on models 2021 or newer, with approved T1/T1+ credit based on $18.83/$1,000 financed with approved credit. 750 credit rating or higher. Terms available on approved credit through dealer finance. Cannot be combined with Customer Cash, Lease, Lease Subvention Cash.  Deferred payments offer valid only when financed thru EECU (Educational Employees Credit Union).  With approved credit. Higher rates apply for customers with lower credit ratings. Specific vehicles are subject to availability.  Up to $20,000 Financed. While supplies last. See dealer for details.  Excludes TT&L, registration, insurance, Rockwall Greenlight Bundle, and $150 dealer doc fee. Ends 2.29.24."

   

  Footer - "Disclaimer:
  New vehicle pricing includes all offers and incentives. Tax, Title and Tags not included in vehicle prices shown and must be paid by the purchaser. While great effort is made to ensure the accuracy of the information on this site, errors do occur so please verify information with a customer service rep. **** is easily done by calling us at ************ or by visiting us at the dealership.
  **With approved credit. Terms may vary. Monthly payments are only estimates derived from the vehicle price with a 72 month term, 5.9% interest and 20% downpayment.
  *Toyota of Rockwalls Employee Pricing for All* Valid on all in stock Toyotas only.  Excludes Grand Highlander and 2024 Tacoma. See dealer for details. Customers must finance with Toyota of Rockwall.
  Deferred payments offer valid only when financed thru EECU (Educational Employees Credit Union).  With approved credit. Higher rates apply for customers with lower credit ratings. Specific vehicles are subject to availability.  Up to $20,000 Financed. While supplies last. See dealer for details. Excludes TT&L, registration, insurance, Rockwall Greenlight Bundle, and $150 dealer doc fee. Ends 2.29.24.
  3.99% APR for up to 60 months on models 2021 or newer, with approved T1/T1+ credit based on $18.83/$1,000 financed with approved credit. 750 credit rating or higher. Terms available on approved credit through dealer finance. Cannot be combined with Customer Cash, Lease, Lease Subvention Cash.  Deferred payments offer valid only when financed thru EECU (Educational Employees Credit Union).  With approved credit. Higher rates apply for customers with lower credit ratings. Specific vehicles are subject to availability.  Up to $20,000 Financed. While supplies last. See dealer for details.  Excludes TT&L, registration, insurance, Rockwall Greenlight Bundle, and $150 dealer doc fee. Ends 2.29.24."

  Business Response

  Date: 02/27/2024

  To Whom It May ******* at the Better Business Bureau and Relevant Regulatory Authorities:
  As the representative of Toyota of Rockwall, I am compelled to address the complaint filed under the name *********************, concerning an alleged issue with the "Green ***** Bundle" associated with the inquiry of a 2023 Toyota RAV4 Prime, VIN: *****************. It is paramount to assert that this complaint lacks a legitimate basis, both in the factual matrix presented and in its allegations of regulatory non-compliance.
  
  Factual Inaccuracy and Misrepresentation: The complainant, identified as *********************, does not exist within our customer records. The individual associated with the inquiry and potential transaction of the vehicle in question is *******************. At no juncture during her interactions with our dealership did ******************* express dissatisfaction with, or request the removal of, components within the "Green ***** Bundle," which includes but is not limited to window tint, Guidepoint GPS with a three-year subscription, and a lifetime powertrain warranty. **** critical omission in communication undermines the validity of the complaint filed.
  
  Compliance with ***** Administrative Code: Toyota of Rockwall operates in strict adherence to the guidelines and regulations as stipulated by the ***** Administrative Code for Vehicle Sales Advertising as enforced by the ***** ********** of ***** Vehicles. The assertion within the complaint that our practices constitute "false advertising" is not only unfounded but also incorrectly interprets the legal framework governing automotive sales and advertising in *****. Our dealership's disclosures are clearly outlined on our website and during the sales process, ensuring full transparency and compliance with all applicable statutes and regulations.
  
  Unwarranted BBB Complaint: The filing of this complaint with the Better Business Bureau, based on inaccuracies and a misinterpretation of regulatory compliance, is unwarranted and unjustly tarnishes the reputation of Toyota of Rockwall. It is our position that this complaint should not be permitted to stand on the public record, as it misleads potential customers and stakeholders about our business practices and commitment to regulatory compliance.
  
  Request for Retraction: We hereby request a retraction of the complaint from the BBB's records due to the baseless nature of the allegations made against Toyota of Rockwall. Our dealership remains committed to engaging in constructive dialogue to resolve any genuine customer concerns, provided that such concerns are factually communicated and with the appropriate involved parties.
  
  Conclusion: Toyota of Rockwall is dedicated to ethical business practices, customer satisfaction, and compliance with all regulatory requirements. We take any allegations of misconduct seriously; however, it is essential that such allegations are founded on accurate information and a correct understanding of the law. We trust that this response clarifies the situation and underscores our position regarding the unfounded nature of the complaint filed.
  
  *************************************************************************************************************************************
  
  Vehicle Description on page - "2023 Toyota RAV4 Prime SE We purchased this for a DEMO but didnt use it.
  Toyota RAV4 Prime Clean CARFAX. Midnight Black AWD 2.5L 4-Cylinder DOHC CVT Do not miss this thrill ride, we are excited about this one..., Handsfree Bluetooth phone and entertainment, Alloy Wheels, Non-Smoker, keyless start, RAV4 Prime SE, 4D Sport Utility, 2.5L 4-Cylinder DOHC, CVT, AWD, Midnight Black, ******************* Trim, ABS brakes, Air Conditioning, AM/FM radio: SiriusXM, Auto High-beam Headlights, Brake assist, Exterior Parking Camera Rear, Fabric Seat Trim, Illuminated entry, Low tire pressure warning, Power driver seat, Power windows. Certified.
  **** vehicle has been through an extensive multi point inspection by an ASE Certified Technician. All necessary services have been done for the appropriate mileage interval as deemed necessary. We have also reconditioned this vehicle inside and out to provide you with as near a new car experience as can be expected from a vehicle of this year and mileage. *******************. Family owned & operated. Get Pre-Approved at:
  
  ********************************************************************
  
  Free CARFAX report. Large ****** Used Car Super Store serving North *****. Call Rockwall Toyota today.
  
  
  The inventory listed on this page is a sampling of the total inventory available at our dealership, to find out about our complete inventory please call or visit us at www.toyotarockwall.com. *Offer does not include tax, title, license or $150 Doc fee. Offer does not include Green ***** Bundle. Green ***** Bundle may include items such as window tint, nitrogen-filled tires, 4 month BG Protection plan, and a 2-year/25,000-mile scheduled maintenance plan. Please see dealer for details. Se Habla EspanoL.*Picture may not represent actual vehicle. Price varies based on Trim Levels and Options. See Dealer for in-stock inventory and actual selling price. All prices plus tax, title and license with approved credit. MSRP includes delivery, processing, and handling fees. Dealer doc fee $150.00 not included in price. Prices may be different outside of each advertised period and do not necessarily reflect cash price at any other time.
  Offer does not include dealer installed options. Dealer installed options vary depending on vehicle and may include items such as window tint, nitrogen, pin striping etc. Some vehicles may be void of dealer installed options. Please see dealer for details."
  Details button -"Disclaimer:
  New vehicle pricing includes all offers and incentives. Tax, Title and Tags not included in vehicle prices shown and must be paid by the purchaser. While great effort is made to ensure the accuracy of the information on this site, errors do occur so please verify information with a customer service rep. **** is easily done by calling us at ************ or by visiting us at the dealership.
  **With approved credit. Terms may vary. Monthly payments are only estimates derived from the vehicle price with a 72 month term, 5.9% interest and 20% downpayment.
  *Toyota of Rockwalls Employee Pricing for All* Valid on all in stock Toyotas only.  Excludes Grand Highlander and 2024 Tacoma. See dealer for details. Customers must finance with Toyota of Rockwall.
  Deferred payments offer valid only when financed thru EECU (Educational Employees Credit Union).  With approved credit. Higher rates apply for customers with lower credit ratings. Specific vehicles are subject to availability.  Up to $20,000 Financed. While supplies last. See dealer for details. Excludes TT&L, registration, insurance, Rockwall Greenlight Bundle, and $150 dealer doc fee. Ends 2.29.24.
  3.99% APR for up to 60 months on models 2021 or newer, with approved T1/T1+ credit based on $18.83/$1,000 financed with approved credit. 750 credit rating or higher. Terms available on approved credit through dealer finance. Cannot be combined with Customer Cash, Lease, Lease Subvention Cash.  Deferred payments offer valid only when financed thru EECU (Educational Employees Credit Union).  With approved credit. Higher rates apply for customers with lower credit ratings. Specific vehicles are subject to availability.  Up to $20,000 Financed. While supplies last. See dealer for details.  Excludes TT&L, registration, insurance, Rockwall Greenlight Bundle, and $150 dealer doc fee. Ends 2.29.24."
  
  Footer - "Disclaimer:
  New vehicle pricing includes all offers and incentives. Tax, Title and Tags not included in vehicle prices shown and must be paid by the purchaser. While great effort is made to ensure the accuracy of the information on this site, errors do occur so please verify information with a customer service rep. **** is easily done by calling us at ************ or by visiting us at the dealership.
  **With approved credit. Terms may vary. Monthly payments are only estimates derived from the vehicle price with a 72 month term, 5.9% interest and 20% downpayment.
  *Toyota of Rockwalls Employee Pricing for All* Valid on all in stock Toyotas only.  Excludes Grand Highlander and 2024 Tacoma. See dealer for details. Customers must finance with Toyota of Rockwall.
  Deferred payments offer valid only when financed thru EECU (Educational Employees Credit Union).  With approved credit. Higher rates apply for customers with lower credit ratings. Specific vehicles are subject to availability.  Up to $20,000 Financed. While supplies last. See dealer for details. Excludes TT&L, registration, insurance, Rockwall Greenlight Bundle, and $150 dealer doc fee. Ends 2.29.24.
  3.99% APR for up to 60 months on models 2021 or newer, with approved T1/T1+ credit based on $18.83/$1,000 financed with approved credit. 750 credit rating or higher. Terms available on approved credit through dealer finance. Cannot be combined with Customer Cash, Lease, Lease Subvention Cash.  Deferred payments offer valid only when financed thru EECU (Educational Employees Credit Union).  With approved credit. Higher rates apply for customers with lower credit ratings. Specific vehicles are subject to availability.  Up to $20,000 Financed. While supplies last. See dealer for details.  Excludes TT&L, registration, insurance, Rockwall Greenlight Bundle, and $150 dealer doc fee. Ends 2.29.24."

  Business Response

  Date: 02/27/2024

  To Whom It May ******* at the Better Business Bureau and Relevant Regulatory Authorities:
  As the representative of Toyota of Rockwall, I am compelled to address the complaint filed under the name *********************, concerning an alleged issue with the "Green ***** Bundle" associated with the inquiry of a 2023 Toyota RAV4 Prime, VIN: *****************. It is paramount to assert that this complaint lacks a legitimate basis, both in the factual matrix presented and in its allegations of regulatory non-compliance.

  
  Factual Inaccuracy and Misrepresentation: The complainant, identified as *********************, does not exist within our customer records. The individual associated with the inquiry and potential transaction of the vehicle in question is *******************. At no juncture during her interactions with our dealership did ******************* express dissatisfaction with, or request the removal of, components within the "Green ***** Bundle," which includes but is not limited to window tint, Guidepoint GPS with a three-year subscription, and a lifetime powertrain warranty. **** critical omission in communication undermines the validity of the complaint filed.

  
  Compliance with ***** Administrative Code: Toyota of Rockwall operates in strict adherence to the guidelines and regulations as stipulated by the ***** Administrative Code for Vehicle Sales Advertising as enforced by the ***** ********** of ***** Vehicles. The assertion within the complaint that our practices constitute "false advertising" is not only unfounded but also incorrectly interprets the legal framework governing automotive sales and advertising in *****. Our dealership's disclosures are clearly outlined on our website and during the sales process, ensuring full transparency and compliance with all applicable statutes and regulations.

  
  Unwarranted BBB Complaint: The filing of this complaint with the Better Business Bureau, based on inaccuracies and a misinterpretation of regulatory compliance, is unwarranted and unjustly tarnishes the reputation of Toyota of Rockwall. It is our position that this complaint should not be permitted to stand on the public record, as it misleads potential customers and stakeholders about our business practices and commitment to regulatory compliance.

  
  Request for Retraction: We hereby request a retraction of the complaint from the BBB's records due to the baseless nature of the allegations made against Toyota of Rockwall. Our dealership remains committed to engaging in constructive dialogue to resolve any genuine customer concerns, provided that such concerns are factually communicated and with the appropriate involved parties.

  
  Conclusion: Toyota of Rockwall is dedicated to ethical business practices, customer satisfaction, and compliance with all regulatory requirements. We take any allegations of misconduct seriously; however, it is essential that such allegations are founded on accurate information and a correct understanding of the law. We trust that this response clarifies the situation and underscores our position regarding the unfounded nature of the complaint filed.

   

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

   

  Vehicle Description on page - "2023 Toyota RAV4 Prime SE We purchased this for a DEMO but didnt use it.
  Toyota RAV4 Prime Clean CARFAX. Midnight Black AWD 2.5L 4-Cylinder DOHC CVT Do not miss this thrill ride, we are excited about this one..., Handsfree Bluetooth phone and entertainment, Alloy Wheels, Non-Smoker, keyless start, RAV4 Prime SE, 4D Sport Utility, 2.5L 4-Cylinder DOHC, CVT, AWD, Midnight Black, ******************* Trim, ABS brakes, Air Conditioning, AM/FM radio: SiriusXM, Auto High-beam Headlights, Brake assist, Exterior Parking Camera Rear, Fabric Seat Trim, Illuminated entry, Low tire pressure warning, Power driver seat, Power windows. Certified.
  **** vehicle has been through an extensive multi point inspection by an ASE Certified Technician. All necessary services have been done for the appropriate mileage interval as deemed necessary. We have also reconditioned this vehicle inside and out to provide you with as near a new car experience as can be expected from a vehicle of this year and mileage. *******************. Family owned & operated. Get Pre-Approved at:
  
  ********************************************************************
  
  Free CARFAX report. Large ****** Used Car Super Store serving North *****. Call Rockwall Toyota today.
  
  
  The inventory listed on this page is a sampling of the total inventory available at our dealership, to find out about our complete inventory please call or visit us at www.toyotarockwall.com. *Offer does not include tax, title, license or $150 Doc fee. Offer does not include Green ***** Bundle. Green ***** Bundle may include items such as window tint, nitrogen-filled tires, 4 month BG Protection plan, and a 2-year/25,000-mile scheduled maintenance plan. Please see dealer for details. Se Habla EspanoL.*Picture may not represent actual vehicle. Price varies based on Trim Levels and Options. See Dealer for in-stock inventory and actual selling price. All prices plus tax, title and license with approved credit. MSRP includes delivery, processing, and handling fees. Dealer doc fee $150.00 not included in price. Prices may be different outside of each advertised period and do not necessarily reflect cash price at any other time.
  Offer does not include dealer installed options. Dealer installed options vary depending on vehicle and may include items such as window tint, nitrogen, pin striping etc. Some vehicles may be void of dealer installed options. Please see dealer for details."

  Details button -"Disclaimer:
  New vehicle pricing includes all offers and incentives. Tax, Title and Tags not included in vehicle prices shown and must be paid by the purchaser. While great effort is made to ensure the accuracy of the information on this site, errors do occur so please verify information with a customer service rep. **** is easily done by calling us at ************ or by visiting us at the dealership.
  **With approved credit. Terms may vary. Monthly payments are only estimates derived from the vehicle price with a 72 month term, 5.9% interest and 20% downpayment.
  *Toyota of Rockwalls Employee Pricing for All* Valid on all in stock Toyotas only.  Excludes Grand Highlander and 2024 Tacoma. See dealer for details. Customers must finance with Toyota of Rockwall.
  Deferred payments offer valid only when financed thru EECU (Educational Employees Credit Union).  With approved credit. Higher rates apply for customers with lower credit ratings. Specific vehicles are subject to availability.  Up to $20,000 Financed. While supplies last. See dealer for details. Excludes TT&L, registration, insurance, Rockwall Greenlight Bundle, and $150 dealer doc fee. Ends 2.29.24.
  3.99% APR for up to 60 months on models 2021 or newer, with approved T1/T1+ credit based on $18.83/$1,000 financed with approved credit. 750 credit rating or higher. Terms available on approved credit through dealer finance. Cannot be combined with Customer Cash, Lease, Lease Subvention Cash.  Deferred payments offer valid only when financed thru EECU (Educational Employees Credit Union).  With approved credit. Higher rates apply for customers with lower credit ratings. Specific vehicles are subject to availability.  Up to $20,000 Financed. While supplies last. See dealer for details.  Excludes TT&L, registration, insurance, Rockwall Greenlight Bundle, and $150 dealer doc fee. Ends 2.29.24."

   

  Footer - "Disclaimer:
  New vehicle pricing includes all offers and incentives. Tax, Title and Tags not included in vehicle prices shown and must be paid by the purchaser. While great effort is made to ensure the accuracy of the information on this site, errors do occur so please verify information with a customer service rep. **** is easily done by calling us at ************ or by visiting us at the dealership.
  **With approved credit. Terms may vary. Monthly payments are only estimates derived from the vehicle price with a 72 month term, 5.9% interest and 20% downpayment.
  *Toyota of Rockwalls Employee Pricing for All* Valid on all in stock Toyotas only.  Excludes Grand Highlander and 2024 Tacoma. See dealer for details. Customers must finance with Toyota of Rockwall.
  Deferred payments offer valid only when financed thru EECU (Educational Employees Credit Union).  With approved credit. Higher rates apply for customers with lower credit ratings. Specific vehicles are subject to availability.  Up to $20,000 Financed. While supplies last. See dealer for details. Excludes TT&L, registration, insurance, Rockwall Greenlight Bundle, and $150 dealer doc fee. Ends 2.29.24.
  3.99% APR for up to 60 months on models 2021 or newer, with approved T1/T1+ credit based on $18.83/$1,000 financed with approved credit. 750 credit rating or higher. Terms available on approved credit through dealer finance. Cannot be combined with Customer Cash, Lease, Lease Subvention Cash.  Deferred payments offer valid only when financed thru EECU (Educational Employees Credit Union).  With approved credit. Higher rates apply for customers with lower credit ratings. Specific vehicles are subject to availability.  Up to $20,000 Financed. While supplies last. See dealer for details.  Excludes TT&L, registration, insurance, Rockwall Greenlight Bundle, and $150 dealer doc fee. Ends 2.29.24."

• Initial Complaint

  Date:11/24/2023

  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.

  Toyota of Rockwall is using deceptive practices to sell consumers unwanted add-ons. I went to Toyota of Rockwall on October 19th, 2023 to buy Rav4. They only had one on the lot, and it was not what I wanted. I built a car online but they told me that it could not be shipped to *****. My requirements were the color, no fabric seats, and car play. Those were the only things I cared about. I told them I did not want any after markets. My sales rep brought me an option of 2023 RAV4 with the price blown up due to aftermarket options added to bring the price of that car close to the price of a car I had built online. I had built the car I wanted. They just added a lot of options I did not want to make it as expensive, but not the same. My built car was all wheel drive, for example. The one they offered was not, but it had mud guards and roof rails, and etc I did not want all of that. Just because I could afford 36K did not mean they had to sell me thing I was not willing to pay for. I told him that I liked the car, but I am only willing to pay base packet and destination fee. I did not want any distributor or ************** added. And from there he started selling me all of the options I did not want. We went over each one of them, and I said NO to all of them. Distributor packet included roof rails. I specifically told my rep that I did not want those rails. In my opinion they make car look ugly. I never load anything on top of my car. As a response to that my sales man said, But you can put kayak on top of it. I told him I did not have kayak, and I was not going to load it! There was a red suv in show room with rails on top. And here is the proof that we were discussing it, he said, But you could do this He climbed on the footstep of that suv, grabbed the rails and started jumping on it!I am sure show room has cameras. If you check the footage for October 19 at around 4:45 to 5:45 pm, you will see him jumping on that footstep. This presentation did not convince me to add rails.After I told him I wanted nothing added he left and came back with a paper that did not list any specifications just the price, $750 rebate, and TOYOTA ******************* package added! I told him to remove Green ****** and I would come back the next day to finish.When I came back the next day Toyota Green ***** was still on that piece of paper. I asked to remove it. He came back with removed Toyota Green ***** package, and they removed $750 rebate. He stated that they offered rebate mistakenly. Rebate was only for ****, and my car was 2023. They knew it was 2023. I think it was because I requested that service package to be removed. It is extremely hard to follow their changes. After long negotiations they asked me to make a downpayment of $1000.00 and they wanted me to sign a non-refundable waiver. How can one sign that waiver without even seeing a car?! It literally stated that downpayment would only be refunded if Toyota stopped making that model! I made downpayment without that waiver. When car arrived, and I came to the dealership, to my surprise, rails were on the roof. I opened the glovebox and took out MSRP disclosure. I did not see MSRP disclosure during the negotiations. Not once! I had no clue what was included in the price. Distributor packet was included. They did add it on even though I made it very clear that I did not want any add-ons. There was paint protector package that my sales man could not explain. I told him to remove it, and he asked me, What am I supposed to do with it? He did not know what it was for and he wanted me to pay for something none knew. He said it would be more expensive if they removed that distributor package. They never showed me what was included in the price. If I knew, I would not have agreed to that. I still demanded removal of connectivity kit and paint protection, since it did not include any labor. They removed those two. I was stuck with the remainder $1000 of unwanted addons.

  Business Response

  Date: 11/28/2023

  I trust this message finds you well. We are writing to address a recent complaint filed by *********************** and seek your assistance in rectifying any potential misunderstandings.
  

  ************** visited our dealership in search of a Toyota Rav4 for her daughter, who was scheduled to visit from ********** within **** days. Although she initially considered a **** Rav4 with a $1,000 rebate, logistical constraints prevented us from securing the specific exterior and interior colors she desired within the specified timeframe. Consequently, she opted for a 2023 model with a favorable APR of 3.99%.
  

  To accommodate **************' requirements promptly, our New Cars director found a suitable match at another dealership. ************** agreed to the terms and pricing, signing the necessary documentation before our director initiated contact with the *********** dealership for the trade. We possess a comprehensive record of all signed documentation, confirming the agreed-upon terms throughout the transaction.
  

  Upon receiving the vehicle, ************** expressed dissatisfaction with certain Factory Installed options from Toyota, despite her prior awareness of these features when signing the agreement. Notably, she did not raise concerns about Dealer Installed options, for which she was not charged. Despite our limited control over the Factory Installed options, we opted to alleviate her concerns by offering a $400 reduction.
  

  In recognition of **************' affiliation with the Navy ******************** and her husband's military service, we extended a $500 discount. Additionally, our Service Director went above and beyond, driving 45 minutes to **************' residence in ******** to assist her in connecting the garage door button to her home.
  

  The recent BBB complaint has left us perplexed, as it appears to contain inaccurate information about the transaction. We kindly request a thorough review. We believe that a fair assessment will demonstrate the transparency and commitment to customer satisfaction that underpinned our interactions with ***************

  
  

  Customer Answer

  Date: 11/28/2023

  Response from Toyota of Rockwall contains incorrect information, and proves that they do not listen to customer needs, and push their own agenda. 

  I did not need a vehicle within 7 days. I needed it by the end of December. My daughter is in college in **********, and comes to ***** December 16 for winter break. I told them I had plenty of time. Car is parked in the garage right now. I still do not need it. She will drive it to ********** in January! 

  Service manager did drive to my residence. He is the only great employee at the whole dealership. But  I live in Rockwall, not ********! My residence is 4 miles away from the dealership. And he drove to fix what was forced on me and not working. 

  As I said, 2 options were removed, but not entire distributor packet. I told the sales man multiple times that I didnt want any after market.

  Also, 750 rebate was offered on 2023. It was taken out after I requested them to remove Toyota Green ***** Package. I did not discuss **** model with them. Negotiations were about 2023 model . 

   

  Customer Answer

  Date: 11/29/2023

  I am rejecting this response because:   

  Response contains inaccurate information. I did not need a car within 7 days! I needed it by the end of December! That statement from dealership proves that none cares or listens to the needs of the customer. My daughter is still in school in **********. She is flying to ***** on December 16. RAV 4 is parked in the garage. I still do not need it!

  Also, I do not live in ********! I live in Rockwall 5 miles away from Toyota of Rockwall. Service manager drove to my residence to fix what was not working. He is great, and I am thankful for what he did. I did not want that homelink, I didnt even realize I was purchasing it! It was not disclosed on the paper I signed. I was forced to buy it and it was not working he fixed it. It was the right thing to do, and only he understood it! But it was not *************************** Rockwall, not ********. Check your facts, listen, and be transparent. 

  $750 rebate was offered to me on 2023 model. Negotiations were only about 2023 model. I did not discuss **** model. 

  I did sign, but nothing was disclosed. If I saw distributor packet included, I wouldnt have signed. 

  Customer Answer

  Date: 11/29/2023

  This is the paper with 750 rebate shown. It is 2023 Toyota RAV4. They took it out later along with *******************

  Business Response

  Date: 11/29/2023

  The provided response contains inaccuracies. Enclosed is a copy of the October 2023 incentives from Toyota Corporation for your reference. Notably, the $750 rebate is explicitly applicable to the **** Rav4 model year. It is essential to clarify that the 2023 Rav4 model years were, in fact, eligible for a low APR rating when financed through Toyota Financial Services.

  *********************** completed and signed all necessary paperwork well before the vehicle was traded from another dealership, a process necessitated by her tight timeline constraints. Despite the logistical challenges, our Service Director went the extra mile by personally traveling to **************' residence, irrespective of its location, to assist in setting up her Homelink.

  We believe it is crucial to ensure that accurate information is conveyed, and we appreciate your attention to these details in the resolution of this matter.

  Customer Answer

  Date: 11/29/2023

  I am rejecting this response because:   Response validates my point that  employees at Toyota of Rockwall do not listen to the customer nor do they read customers written response. I DID NOT HAVE TIGHT TIME CONSTRAINTS. I could have waited till the end of December. I never said I needed the car in 7 days. I still do not need it.

  Yes, I signed everything well before car was delivered. But I did not see the car. And what I signed did not indicate that Distributor Packet was included into the price. If it was disclosed, I wouldnt have signed it. 

  I am attaching the picture of one of the papers you presented to me with 750 rebate listed under 2023 RAV4. And it doesnt show any distributor packet listed. That is why I call your practice  deceptive. 

  Again, I hadn't seen the car, and paperwork did not indicate distributor packet was included.

   

• Initial Complaint

  Date:07/05/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted the dealership on 7/3/2023 about a 2023 Toyota GR Corolla Circuit Edition AWD 5. VIN: *****************. Advertised pricing of ****: $45,551 & Green ***** Price of: $45,551. I called the ***************** stated that the vehicle would be for sale at, "**** Only'; though, stated further that they'd be including a "Green ***** Package" which on their website a "Green ***** Price" for this vehicle is the same as the **** of "$45,551". Due to this, the assumption would be that it's a non-charged package. They continue to say it's $3,989.00 and is non-negotiable in the sale of the vehicle. This is a bait & switch tactic, and deceptive sales practices that violates *********** Statute ******* "False, Deceptive, Unfair, or Misleading" & *******. I would like this dealership to fix their practices, sell the vehicles as advertised, or adjust all their current + future pricing to accurately reflect the pricing the vehicle is being sold for.

  Business Response

  Date: 07/24/2023

  To whom it may concern:

  Thank you for bringing light to this matter. Following a comprehensive investigation, it has come to our attention that during the migration of data from our marketing company to our new website, certain information did not transfer correctly. Specifically, we have identified discrepancies in the representation of our dealer add-ons within the listings of our vehicles.

  As a result, we are committed to implementing prompt and effective measures to rectify the situation. Our team will work on making the necessary adjustments to ensure that all dealer add-ons are appropriately and precisely stated for every vehicle listed on our platform moving forward.

  We hold ourselves to the highest standards of accuracy and transparency, and this incident serves as a push to reinforce our data management processes to prevent such occurrences in the future.

  Thank you once again for drawing our attention to this matter.

  Sincerely,

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

  Director of Customer Experience

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

• Initial Complaint

  Date:03/30/2023

  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.

  When I was looking at vehicles I was told that all cars came with a Green ******* that included many items like wheel replacement or repair, paintless dent repair, tint repair, oil changes, etc. You can find this on all the window stickers on the lot. I was told that in no way could this package be removed from the sale as all cars had it and what a benefit it was to have these items. In February I reached out about the *** and was told I don't have that listed on my car. I was told to call the guy who did the finance portion, as it must have been missed, and he said I did not have it so I asked him to speak with my salesman, who has stated even after the purchase that all of these items are included with all cars sold and the Green ******* cannot be removed as it was on the sticker on the window. In March I hit a pothole, which bent my wheel, so I scheduled a time to come in to have it repaired or replaced, per the Green *******. I was called back two days later and told the wheel is not covered yet the picture posted here from the salesman of the items that were included, texted to me after the sale, states, "2 year replacement of damaged tire/wheel." I have reached out to Toyota of Rockwall with four emails to the Director of Finance and the Director of Used Cars over a 4 week period with no resolution or communication directly from these men. I even offered to come to them to discuss but nothing.The oil changes are valid and I have been able to get those for free that was included with the Green *******. My salesman was wonderful during the sale and has also been behind me 100% with what was included but unfortunately, he cannot control what finance did after he passed me off to them. The man who did the financing called once after more than two weeks of me emailing everyone involved but I was not available. The day after I called him back and left a message, and again two days after when he didn't call back but his voicemail was full, so I sent an email to everyone again but still silence.

  Business Response

  Date: 10/05/2023

  *** **** Williams came in around March to get his wheel fixed due to hitting a pot hole on the road. Although he paid only a portion of the Toyota of Rockwall Green ***** Bundle which does not include everything listed in the photos he provided, he did pay for the SecureDrive Tire & Wheel Protection during the finance process. ******************** came to our service department about a bent wheel and was told his warranty does not cover the repair of this bent wheel. In the Toyota ********** Package and SecureDrive Tire & Wheel Protection (both 25k miles/2 year warranty), it states the coverage and replacement of the tire or wheel due to a covered road hazard i.e. blowouts, punctures, or wheel inoperable. The bent wheel was minor and held air in the tire which means the wheel repair is not covered under any of the warranties. Since ******************** was unhappy with the response, our finance director ***************************** upgraded his Gold Warranty to Platinum Warranty free of charge. 

  Document attached is the *************** paperwork for the Tire & Wheel warranty.

• Initial Complaint

  Date:03/20/2023

  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 bought a new 2023 Toyota Tacoma on 1/2/23. It was delivered on 1/6/23. A temporary plate on the vehicle had the wrong name and vehicle on it (I did not notice it at the time. 6 weeks later while on a shopping trip to Krogers in ******* I was cited for parking in a handicapped parking space. I am a 100% disable veteran. Ive had that designation since ****. I then discovered the incorrectly enumerated and named license plate. I notified the dealership and was emailed a different temporary license plate. When I asked them about the status of my title transfer and legal ability to reassign my old V plates to the new truck they hemmed and hawed and about a week later I received a text assuring me the title transfer would be complete, the pPerwork in my possession and a check of $122.25 for overage associated with the title transfer would be in my possession a day or two. Here I am now 70 days out and am yet to recieve the refund. I was able to get the parking violation dismissed since I had proof of the title transfer fees paid on 1/6/23. All calls, emails, and te ts from me to them have been futile. I last te *** them on 3/10/23 and am yet to recieve a reply.

  Business Response

  Date: 10/05/2023

  Reached back out to ******************************* to see if things were resolved. He said things were resolved and it didn't cost him anything with our title clerk. His parking ticket was also dismissed. He still loves his car and is currently being serviced at a dealership closer to him.