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:05/19/2025

  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.

  I arrived at the dealership on 05/17/25 Around 3:00. I was met at my vehicle By ***** ******. I made it very clear I was just looking he continued to bully I was very transparent and clear with him my credit so when HE filled out the application he input deliberately put false information on the application.I told him what my rent was he then said and did put av$1000 less on application. My income I told him what I made he the said he put $3000 more monthly than I told him. My employment I told him how long I worked there he then said and put on application 3 years longer than I told him. He did an appraisal on my vehicle never told me the value and I had to demand my keys back he refused to give me the keys for my van. And lied again anput more false information on application. I want legal action taken I now have more challenged credit because of him and no vehicle which he promised he would get me approved but didn't

  

  Business Response

  Date: 06/02/2025

  We didn't submit your information to any financial institutions.  The information that we have on file is information you personally submitted online.  We are sorry the experience you had did not meet your expectations, we will continue to train and improve internally.  

  Customer Answer

  Date: 06/02/2025

  Complaint: 23345617
  
  I am rejecting this response because:

  This information you stated is inaccurate

  And not acceptable it is showingvon my credit report andvi did not fill any application your sales rep ***** ****** did everything without my concent he lied on the application several times 

  I stated several times I  he said several he had lied on application about income monthly rent credit bills and several other things.  So you are saying it is OK for a sales associate to lie and cheat on an application that I had no control over just to get a sales is that not fruad by very definition.  I tried to settle this you are supporting your sales tep saying it is OK to submit false information willingly and knowingly.  After knowing the correct information that is illegal. But your OK with it

  even after 
  
  Regards,
  
  **** ********

• Initial Complaint

  Date:04/10/2025

  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.

  Since March 2025 I have taken my Highlander in to fix the sticking tail gate hatch. I have taken it 4 times and they wont fix it because they cant replicate the issue. They asked me to send videos, which I did. They still didnt fix it. After the 4th time of taking it in, I was told that is was a warranty misalignment problem and to take it to *** ******* collision center. *** ******* collision center had no idea what I was talking about. The service manager was surprised to hear *** ******* wouldnt fix the issue. Now he sends me to **** ****** Toyota. They are supposed to write a service ticket and send it to the collision center to get it fixed. I get a call this afternoon that they cant replicate the problem therefore they will do nothing unless I leave my car longer for them to keep trying. In the meantime, i am being charged $37.50 a day for a rental car

  

  Business Response

  Date: 05/01/2025

  We apologize on behalf of those other Collision centers.  Unfortunately we do not have a **************** or we could have fixed it ourselves.  

• Initial Complaint

  Date:03/28/2025

  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.

  Hello in November of 2023 I purchased a Toyota Supra from what was their name at the time Alamo Toyota. They sold me a pre paid maintenance plan from Toyota that per the contract covered everything stated in the vehicles maintenance guide at every 10k mile interval. However not once has this plan actually worked and every single time I have had to pay out of pocket. Recently a Toyota dealer local to me in ****** contacted me to inform me that the plan was actually intended for something similar to a Camry or corolla not a supra. Telling me that Alamo Toyota knowingly sold me the wrong plan and should've sold me a higher tier plan that covered everything. If I knew this I wouldn't have paid for it in the first place since it would essentially been double the price. This is wrong and a terrible practice and I would like a full refund for the plan for what I paid since I have only been met with resistance and out of pocket expenses due to this plan. The Local dealer to me also informed me that the wear and tear plan I had emailed Alamo to cancel had actually not been cancelled and is still showing as active. I have emails showing proof of my attempt at cancellation.

  

  Business Response

  Date: 05/01/2025

  Feel free to contact our Finance **************** ****** and he can assist in cancelling the Maintenance plan you purchased from Alamo.  **********

  We apologize for any inconvenience this may have caused you and your family. 

  Customer Answer

  Date: 05/06/2025

  Complaint: 23120169
  
  I am rejecting this response because:
  
  I tried calling and it was not a direct line to said manager, then when getting transferred no one answered and I left a voicemail and havent received a call back 
  Regards,
  
  ****** **********

  

  Business Response

  Date: 05/12/2025

  We've verified with Toyota maintenance that they did in fact pay  for several of the maintenances done on the vehilce.We are unable to alter anything the previous owners(Alamo toyota)did. We cant do anything further

  Customer Answer

  Date: 05/13/2025

  Complaint: 23120169
  
  I am rejecting this response because:
  
  This is only partially true, yes some services were paid however only partially mostly covering only a portion of the costs of oil changes only however when something like a brake fluid exchange is needed I have been paying out of pocket. Per the contract it should cover ALL of the services outlined in the service intervals in the maintenance guide for the vehicle. I will include proof that the premium wrap is the plan that I purchased and the description of said plan as well. While I understand Alamo Toyota is no longer there I see it falls to your team to handle their shortcomings since there is no where else to go and googling Alamo Toyota populates your dealer.
  Regards,
  
  ****** **********

  

  Business Response

  Date: 05/14/2025

  There is nothing further we are able to do.  The prepaid maintenance contract you signed (from Alamo Toyota) states what it will and wont pay for.  

  Customer Answer

  Date: 05/15/2025

  Complaint: 23120169
  
  I am rejecting this response because:
  
  well, yes, you were correct in a sense that the plan does say what it will and will not pay for however at no point during my ownership of this plan and the vehicle has the plan paid for what it states in the contract. I believe the quickest and swiftest resolution to this is refunding me money for the plan since your dealership lies where the previous dealership that sold me that plan was at the time. I dont believe it is fair or right to have the consumer myself pay for something that doesnt even work. Its almost as if I gave money to the dealership for free, which is something that shouldnt fall within a business is best practices. 
  Regards,
  
  ****** **********

• Initial Complaint

  Date:01/03/2025

  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.

  We purchased a used ***** bolt 2020 with one prior owner from here. We discussed the tax credit with the salesperson and he told us we would get it if we purchased the car and that the finance department would take care of it. We also checked with the *** and verified that we and the car qualified for the tax credit. We purchased the car on December 31, 2024 in order to ensure we got the tax credit for 2024. When we signed the paperwork and asked them to simply report the sale of the vehicle to the *** through their portal as they are required to do in order for us to receive the tax credit. They told us they didn't want to because it was too much effort and that we had already signed to buy the car. If they won't register it with the *** within 3 days of sale they will have scammed us by telling us that we would get the credit if we bought the car and then refusing to submit the information to get us the credit. We will be pursing legal action for false advertising if we cannot get this resolved, but I would not recommend anyone purchase a car here because the salespeople and and financial department do not have any qualms about lying to convince you to buy a car, you will get bait-and-switched.

  

  Business Response

  Date: 01/04/2025

  customer is resolved---we are mailing them a check for $1000 dollars---check will be mailed out on Monday 1/6/25---thanks Mark 

  Customer Answer

  Date: 01/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******** ******

• Initial Complaint

  Date:12/10/2024

  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.

  Complaint Regarding Unprofessional Conduct and Deceptive Business Practices On December 9th, 2024, at around 1:30 PM, I visited your dealership to clarify my contract. My experience with *** ******* was deeply concerning. Instead of assisting me, he was unprofessional, impolite, and escalated the situation unnecessarily. His behavior included mistreatment, hostility, and even a threat to steal my car, which is entirely unacceptable.Additionally, I have serious concerns regarding deceptive business practices, contractual breaches, and violations of the Truth in Lending Act (TILA), Texas Deceptive Trade Practices Act (DTPA), and fiduciary duties related to my purchase of a 2017 Toyota Tundra 2WD. Shottenkirk Toyota engaged in misleading, unethical, and unlawful practices, resulting in a financial overpayment of $26,707.14 and the mishandling of my $6,000 down payment.This behavior and these practices are far below the standards I expect from your dealership. I strongly recommend that *** ******* undergo de-escalation training and that the dealership reviews its compliance with applicable laws. I request a thorough investigation into this matter and appropriate corrective action.I look forward to your prompt response.Sincerely,****** **********

  

  Business Response

  Date: 05/06/2025

  We apologize for the experience you had interacting with ***.  It's not something we take lightly.  We will handle this internally.

• Initial Complaint

  Date:11/12/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to purchase a 2017 ****** with the advertised price of $39,990. In addition to the purchase price of the truck, Shottenkirk Toyota REQUIRES the purchase of a $3,695 warranty package. They offered to negotiate it down to $2,195. I didn't want the warranty by they require it on every used vehicle purchase. Furthermore, I live out of state so the warranty really doesn't do me any good. I'm glad I asked about all of this before paying to have the car inspected, securing the money, and buying a plane ticket to go there and buy the vehicle.

  

  Business Response

  Date: 11/18/2024

  this VIP customer care is compliant with all state regulations and is posted on every vehicle on the website, it does cover for out of state customers--what every used car comes with in this package is 6 month 6000 mile powertrain warranty, 6 mth 6000 miles a/c warranty, key replacement, windshield repair, tire & wheel repair or replacement, dent & ding repair---but if he still wants to buy the truck without this I would be glad to sell it to him for the $39990 plus doc fee of $225 + any other taxes and fees his state charges--once this case is cleared he can feel free to call me directly on my cell at ************ if we still wants to buy this truck ---thanks again **** ****

  Customer Answer

  Date: 11/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:09/09/2024

  Type:Delivery 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.

  My wife and I purchased a car from Shottenkirk on July 15th. Per Texas law they were to provide us with the title to the car (we paid cash, did not finance) within 30 days and they have not produced the title as of yet. I have called multiple times to have this resolved and continue to get transfered and hung up on. The one time I finally had someone help me, I was transfered to someone who told me the title to our car still needed to be signed by the previous owner - meaning this company sold me a car they were not legally authorized to sell. Additionally, I only found this out by repeatedly contacting the dealership. No one ever informed myself or my wife from the time we bought the car until now, nearly 2 months later, that there was an issue with the title. As of today (September 9) I have not received the title they legally should have produced weeks ago, nor have I received my liscense plates or registration for the vehicle.

  

  Business Response

  Date: 09/11/2024

  Good morning to whom it may concern

   I spoke with Mr. **** yesterday and we all came to a good outcome all parties satisfied 

  *** Boulos 

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

   

   

• Initial Complaint

  Date:08/20/2024

  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 am requesting a refund of $208 for the tire installed by Schottenkirk Toyota on 8/3/24. The tire on my vehicle was warrantied by Toyota, but Shottenkirk would not honor it.On Sat., August 3, I found a nail in the sidewall of my front right tire while traveling in *** Antonio. I called ********** (**) Toyota where I purchased my tires on 10/27/23 to confirm that any certified Toyota service department should be able to look up the purchase/installation & submit a warranty claim (Sansio claim to Dealer Tire).I called Shottenkirk Toyota between *****am & scheduled a 1:30pm appointment on 8/3/24. I told them that they could call ********** Toyota before 1pm (closing time) if they needed more info, but the service representative I spoke with said Shottenkirk Toyota was familiar with this system. At check out, the service advisor ********************* told me he knew nothing about warranties or how to access to the information, so I needed to pay full price. This was the opposite of what I was told when I scheduled the appointment. My family was traveling, I couldnt wait until Monday for Huntsville Toyota to be open & walk them through the warranty information. I paid for my car and went on my way.When I got home on Wednesday, I took the paperwork to ********** Toyota. They again explained any certified Toyota service department has access to my entire service record, which shows when I purchased the tires as well as the Road Hazard Coverage, ****** mile Warranty, 6+ years of W&M Warranty. The tire that Shottenkirk put on was exactly the same tire I owned and has the same warranty: Avid Ascend LX BW, 225/65R17, PN: DT00132829YK. Shottenkirk should have initiated a Sansio Claim with Dealer Tire, the manufacturer. Their failure to submit a Sansio claim is no fault of mine. When we called again about it on August 8, Shottenkirk took a bunch of information & said we would hear back. We have called a dozen times & emailed but never been able to speak to a service manager.

  

  Business Response

  Date: 08/28/2024

  I spoke with ************ today 8/28/24 and informed him we overnighted him the $208 reimbursement today and he is happy and just apologized on behalf of our company ---let me know if you need anything else ---thanks again 

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

  GM- Shottenkirk Toyota of San Antonio

• Initial Complaint

  Date:06/20/2024

  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.

  They screwed my fairly brand new Corolla's ** UP for me not to have WARRANTY on it. In Feb of 2024 I took my car in to have the ** looked at becuase it was not cooling properly. They went over it and could not find anything wrong with it so they took out all the freon and put some new freon back in it. There was no leaks or anything. A little while later it started acting up again so I took it back and this time they found a leak behind the DASHBOARD. They need to order the part and it would be in a few weeks. They finally got the part and called me to get it worked on. They had it for several days but gave me a rental. Finally they called me that it was working and ready for pick up. It was late when I picked it up so I didnt have time to check everything and the following day I noticed that there was no air coming from the the bottom like where your legs are and that it was kinda running rough. I called my Service adviser *******. Before I could even say any of my concerns he said...I KNOW WHY YOU ARE CALLING, YOUR CAR TRIM WAS ORDERED AND I AM GONNA HAVE THAT REPL**ED. I SAID OH I DIDNT EVEN KNOW THAT AND THAT IS NOT WHY I AM CALLING. NO ONE TOLD ME ANY OF THAT. I TOLD HIM MY CONCERNS AND HE SAID TO JUST BRING IT B**K. FAST FOWARD TO THAT EVENING....they did a horrible job putting it back to gether. Stuff was missing AND fire shield was bent and messed up pretty bad. I left a very detailed message for ******* and dropped my car off the very next morning. They called me close to 5 that my car was properly fixed and ready for pick up. Fast foward to two weeks later, the car is not cooling properly and I took it back. 3 hrs later ******* called me and said that the condensor was leaking that a rock must of hit it and punctured a hole it in and that is not covered under warranty and was gonna COST OVER $2000 TO FIX IT!!! He said you can put a claim in thru your INSURANCE and they can pay for it.

  

  Business Response

  Date: 09/24/2024

  **** ****** our service director has talked to her today 9/24 and she is calling BBB to close the case, she is coming in and we are going to put her in a free rental while we look over her car---thanks again ****

• Initial Complaint

  Date:02/29/2024

  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.

  On 2/23/2024 | made an agreement with a sales person, ****, and a manager on trade value for my vehicle and for purchase price. On multiple occasions, **** agreed to those numbers via text and over the phone.On 2/27/2024 I spoke with his manager over the phone and he agreed with the terms of the deal as well.On 2/28/2024, under the impression that all the numbers had already been agreed to, I spent my day off, after working 5pm to 5am that same morning, driving 5 hours to this dealership. I got there, sat down and spoke with ****. He seemed to be taken by surprise when I told him I wanted to test drive the vehicle before I signed any paperwork. I told him that it didn't make any sense to buy a vehicle that I had never driven. His response was "well people do it all the time." **** then walked away and comes back with his manager. The manager says "this is the first I've heard of this agreement." I told him that he agreed to it over the phone while I was talking to him the day prior. I showed him the numerous instances in text messages where **** agreed to the terms. He walked away briefly after reading the texts. When he came back he said, we can't honor that deal.So now I'm out 2 tanks of gas and 10 hours of driving that could have been spent with my wife and 5 year old son.Alamo Toyota in ***********, ** was an absolute waste of time and money.

  

  Business Response

  Date: 03/01/2024

  We have reached out to the customer and are in the process of working with him in an attempt to find a resolution for the situation.  thanks   

  Customer Answer

  Date: 03/04/2024

  Complaint: 21365511
  
  I am rejecting this response because: as of 6:00 pm on 3/4/2024, I have not been contacted by anyone from Alamo Toyota. On 3/4/2024 at 11 am, I reached out to Alamo Toyota to speak with the Customer Relations Manager, but contact was unsuccessful. I left a voicemail and never received a call back. 
  

  There has been no attempt on their behalf, whether it be via phone or email, to contact me to resolve this issue. Their previous message stating that they had contacted me and were working with me to come to a resolution is false. I have not spoken with anyone from Alamo Toyota since I left the dealership after I was told they would not honor the agreement that we had made prior to my arrival. This dealership appears to have an issue with integrity.

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

  

  Business Response

  Date: 03/06/2024

  We apologize for the miscommunication on our side, however, our GSM has reached out to the customer, and they arrived on an agreement on a different vehicle.  Please let us know if there is anything else we can do for you.  thanks  

  Customer Answer

  Date: 03/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  The Store Manager and I were able to come to an agreement on another vehicle that ended up being a better deal than the original. I appreciate his willingness to resolve the situation and I expressed my appreciation to him when I spoke to him on the phone. Although **** and ******* actions and lack of integrity reflect poorly on the business, *** showed me that the way **** and ****** conducted business is not how he wants things done and should not be in the future. 
  
  Regards,
  
  ***********************