Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/02/2024

  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 purchased a certifed car at Cavender Toyota, ****************** sept of 23, I trusted them as on their website it says "Buy your next preowned vehichle with confidence and peace of mind with cavender certified used vehicles". I recently decided to trade in my truck. I took it to a dealer that advised me they would not be able to purchase my truck Due to prior structual damage that was caused from a moderate car crash that made this truck a saftey hazard. They provided the car fax and I reviewed them. This was the first time I had been presented with my trucks carfax even though I requested them at time of purchase, when i asked my sales man he stated the truck was just recently traded in and they did not have the fax but that the truck was certified and the dealer wouldnt sell a car certified unless it was in the best condition. I took the unit to another dealer who let me know I could only get a diminished value of $5K less Due to the severeity of the crash. When I purchased my truck the dealership did not show me carfax or advise me of it being previously crashed with possible structure damage. In finance I was not informed either which was an implied warranty that this unit had no prior issues. I bought this truck having full trust in this dealer even though they would not provide a carfax, if it had been brought to my attention I would not have purchased. This truck was sold to me for the same price as others with no prior accidents. I have reached out to the dealership for the past 2 weeks and ive left multiple messages for the finance manager,Ive yet to recieve a call back ive taken many hours to attempt to resolve this. At one point I was informed by the operator that they would have my sales man call me, Ive yet to hear from anyone on this and need to be able to have a safe truck I'm able to trade in for fair market value which is not possible to do this dealership misleading me at time of purchase and going against the ***** Deceptive Trade Practices Act

  Business Response

  Date: 02/02/2024

  The dealership has reached out to customer and is working together to find a reasonable solution. Thank you

  Customer Answer

  Date: 02/13/2024

  Complaint: 21236204
  
  I am rejecting this response because: company didn't not solve issue they lied to me on the phone and let me know their general manager would reach out they did not reach out they are a company that takes advantage of disabled individuals and prys on their disability they are not a good place for those with a ADA * I would not suggest shopping their as in order to take care of my family I had to trade in my truck for a loss at another dealership due to them not wanting to do what is right* I'm now needing me gap insurance money back and can still not get in contact with anyone from this dealership* it's a shame that they are not a reputable dealership
  
  Regards*
  
  ******************************

  Business Response

  Date: 02/15/2024

  We informed the consumer that the vehicle that he purchased did not have structure damage as he stated. We offered consumer several options to find a reasonable resolution. We offered to buy the vehicle from consumer at a fair market value reflecting no structure damage and consumer declined. We then offered the consumer to trade in the vehicle and consumer declined. Finally, we offered that the consumer have the vehicle evaluated at a non affiliate location for structure damage. This was the last contact with consumer. 

  We attempted to offer the consumer reasonable options to find a fair resolution. The consumer has since traded this vehicle elsewhere. 

  We can assist in processing a GAP refund. This will require a paid in full letter from the lien holder who financed the vehicle in question as well as an odometer statement from when the vehicle was traded in.

  Customer Answer

  Date: 02/16/2024

  Complaint: 21236204
  
  I am rejecting this response because: *********** in question did not offer a fair market value they offered 4K below fair market value on this vehichle and kept stating during our call that the crash was discolsed to me. When I stated that I had a witness that the car fax was not shown to me they became upset as they knew this was not the truth of the matter. It's sad that in **** company's like this that take advantage of indivuals with disabilities are still functioning. In order to provide for my family I had to make a tough decision and take a loss for a vehichle the company was never factual about and never tried to correct their issue only continue to cover it further. I have not been able to reach anyone about my gap insurance and this is a matter I'd like to have resolved as I've already taken a loss on the vehichle and would like to obtain my money back for gap insurance and have my buissness completed with this company that takes advantage of indivuals with disabilities

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

  Business Response

  Date: 02/16/2024

  We have reached out to consumer and assisted in processing GAP refund. Refund paperwork is in process. 

• Initial Complaint

  Date:01/12/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have recently purchased a **** Toyota Grand Highlnader from Cavender Toyota. Since the first week of purchase, we've been having issues with the radio and all the functions that go along with it. Issues I'm having is having to register the car every 3 to 5 days. The radio resets itself and the functions that go through the radio do not work. Especially the remote start, locking and unlocking the car. I've had to return the car at least 4 times and every time they tell me it's been fixed and reset. They held on to my car for a weekend and came back to tell me they have to order a new radio. It's been over a month since thT conversation of ordering new radio. I tried calling them and I keep getting the run around of someone would call me back. Then being told the radio has been ordered but here we are a month later and still nothing. I am paying on a vehicle for things I am not getting. No other compensation or any other offeres made to me for the inconvenience. Just being told I have to wait. Another issue is I was told I would get a 2nd key for the car but that still hasn't happened. No one seems to know when I will get that key. I regret making this decision on the purchase of this vehicle. When I go there, I ask to speak with certain individuals and I can never get them to come out and talk. I am always told they're busy and sends me someone else with no authority.

  Business Response

  Date: 01/22/2024

  Hello, 

  I was made aware of this issue today. I am the new general manager at the store. I will be researching more about your vehicle and have a fair resolution for you in a timely manner. Thank you for you patience. 

• Initial Complaint

  Date:11/20/2023

  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.

  Our Toyota Corolla hybrid was involved in a head on car accident back in September 2022 that required repair/replacement of the headlight (passenger side) and the front fender. This was performed at ***************** known as Crash Champions) who received the headlight from Toyota. We noticed the light was not angled correctly when driving at night and the car alerted us about a malfunction so we brought the car back in to Service King for evaluation since it was still under warranty and associated to the auto claim. The technician confirmed that the warning sign was on and he was not trained to perform a proper diagnosis. We provided the initial diagnosis from Cavender Toyota where the technician identified the issue via diagnosis during a scheduled oil change. The Service King technician said he would look at the diagnosis sheet from Toyota and will have to submit it to Toyota for their opinion. They did not respond after 2-3 weeks and when they finally contacted us they told us that he contacted Toyota Cavender to schedule an appointment for diagnosis and submitted the initial diagnosis paperwork to them as well. The Cavender Toyota technician, ***************************, reached out to **** to schedule the diagnosis. In October, we dropped the car off for the diagnosis and was provided an estimate for the diagnosis which he stated they would waive the cost since the car was diagnosed with them previously. Later ***** spoke with **** since ****** was out of office for the next two days. She was told that the light on the car was part of the issue and now they were seeing issues with the wiring (ECU module); and the technicians needed more time with the diagnosis. ***** mentioned to them if they were including this in the auto claim, which **** said he was not aware and that they need to be paid for their work. He also quoted a rough estimate of $2,000 - $3,000 for all the work that would need to be done. And stated that they were the experts with the car type so they would be the best ones to fix this. He also stated that they had move forward to replace the light. ***** told them to contact the Service King because we were only told that they would perform a diagnosis that would be covered by the claim. ***** also stated she would contact the claims adjuster to ensure the supplement claim was submitted. The next few days we did not get any calls from Toyota or Service King until ***** did a follow up call around October 31, 2023 when she was able to speak with ****** who provided the estimate via email. The estimate now showed the headlight replacement cost. ***** verbally and in writing (via e-mail) the **** claims adjusters contact information. She also confirmed with the **** adjuster that the supplement was not submitted by either Toyota or Service King. The general manager - ****, *****, and ****** had a three-way call to check the progress. **** mentioned that the Toyota technicians labeled the light malfunction as tampered and the technicians which voided the warranty per his conversation with the Toyota management.**** and ***** contacted both Service King and Toyota with no resolution. November 3, 2023, ***** followed up via email and phone call about the car given that we needed the second car due to cost for a rental and both working and taking care of kids with one car became a strand on work and financial cost. The issue was escalated to the Toyota Parts director and management along with the general manager of Service King with no resolution. The last estimated cost was $3,975.32. Neither party submitted the supplement claim to **** claims adjuster. **** recently spoke with ****** from Toyota about the supplemental claim and asked if we could take our car given the financial situation for renting a car. He stated via text message that we would have to pay the balance and the is [and its] torn all apart so the bill would have to be paid if we want the vehicle. He also stated he would get back to us on Monday November 20, 2023. During this whole ordeal, **** has been on military travel duty, working off shifts, and ***** had to take time off work to work with each others schedules and missed several tutoring weeks for her son that was still charged to them. Toyota refused to give us our car back even though we did not consent to the headlight replacement, or any other services performed. We have also been directed to too many management teams from both Toyota and Service King for almost 1 month. We would like to get the supplement processed as quickly as possible, obtain our car, and have Toyota provide a rental car at no charge for the remaining time they will withhold our car.

  Business Response

  Date: 11/28/2023

  After submitting a supplement to the customer's insurance company weeks ago, ********************** has made numerous attempts to follow up on the approval status of the claim. The adjuster assigned to the claim has stated on multiple occasions that the claim is still under review, and that it should only be 2-3 days before the insurance company reaches a decision. Cavender Toyota is working on the customer's behalf to seek coverage.  

  Customer Answer

  Date: 11/29/2023

  Complaint: 20890958
  
  I am rejecting this response because:
  The company should have taken the appropriate steps to obtain the supplement claim and getting consent from ** before performing any services outside of the diagnostic testing. In addition, the delay in the company submitting the supplemental claim was delayed. We spoke with the adjuster from the claim today, and it is still through the proper process for evaluation to determine if this is related to the auto incident claim or outside of that scope. Our concern is that the company performed work on the vehicle without our consent, withheld the vehicle until they were notified about the BBB report and now waiting for the supplemental to process in order to complete the work. The way this situation was handled at the beginning appeared to be intentional with the potential goal of collecting payment without consent or proper communication to us. We believe this should have been handled better and the financial obligation should not be placed on us. 

  Regards,
  
  ******** And ***********************

  Business Response

  Date: 12/07/2023

  Customer has decided to wait on a decision from their insurance company to see how they are going to proceed with the supplement Cavender Toyota submitted on the customer's behalf.

• Initial Complaint

  Date:08/09/2023

  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.

  7/31/23, I took my vehicle in for an oil change and battery recall checkup. My vehicle was running with no issues. When I picked up my vehicle the check engine light was on & my vehicle turned off before I exited their parking lot. It was taken back to check out. 8/1/23 they call & say 2 codes were found, 1) the throttle body may need cleaning & 2) the crank shaft sensor circuit may need changing. Each estimated $562 or $189.95 for the diagnosis if no repair done.After researching both issues I left message informing them they may fix the crank shaft sensor circuit.8/2/23, in am, my husband stopped in person to verify msg red. Husband told it would be 3 hrs for this service. 8/3-8/4, I left message asking for status update. 8/4, I called again and was told my advisor was busy and would call me back. At that point, Im frustrated and demanded to speak with manager since they had my vehicle since Monday. ****** answered & said they were still working on diagnosing the issue and would call me back. I explained that was unacceptable since I was already given a diagnosis and approved work to be done which should have been finished 8/2/23.****** told me that it was now a possible engine issue (car was driven by tech and heard noise coming from engine) and it would be about $560 to further diagnose the issue. This really frustrated me because my vehicle was running perfectly, with no noises when I drove it in. At that point I asked him to stop any further work and advised Id be coming to get my vehicle. ****** stated Id have to tow it out because it wasnt drivable. Im requesting a refund of $180 for the tow and $189.95 for the supposed diagnosis that in my opinion, never occurred and wasnt fixed. I brought vehicle in without issues and it was returned not drivable/not starting. Needless to say how frustrated, anxious and impotent I feel after dealing with their service department!

  Business Response

  Date: 08/09/2023

  Fixed Operations Director at Cavender Toyota reached out to ******************* on 8/9/23

  Cavender Toyota took full responsibility for the unfortunate situation that ******************* was faced with, and agreed to refund the entire amount she was requesting.

  ******************* was pleased with the outcome of the conversation, and a resolution was reached.

  Customer Answer

  Date: 08/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Im happy to know they taken accountability for their mistake. 
  Regards,
  
  *************************

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the Dealership to buy a used *** they had in the lot.During our initial phone call I told them that i had a 2022 Jeep wrangler which is leased and that I wanted it to trade in; I gave them payoff amounts and we made the appointment.When I got to the dealership, the sales rep knew of the vehicle I wanted to look at and some of the info I gave over the phone. After we test drove we started the process and they continued to appraise my jeep and run my credit for financing approval.After running my credit, they proceeded on to getting the payoff for my Jeep and while talking to the phone rep he said lease payoffs work different and the sales rep made a scared face. I told him we knew that as that information was given upfront to the dealership. She then proceded to talk to her manager and after a couple of minutes she comes back with her manager and they tell me that nothing can be done because the vehicle is leased and can't be traded in. I asked him wouldn't this've been great information to give me before ya'll gave me a hard inquiry on my credit? and he said yes it would've and unfortunately there's nothing we can do now, I can't go back in time.After two days I communicated with the sales rep asking for the company to remove the inquiry and I haven't heard back since.

  Business Response

  Date: 06/20/2023

  BBB Complaint ID ********,
  
  We appreciate complainant taking the time to voice his concerns regarding his recent experience with our company. We have thoroughly reviewed the details of the complaint and conducted a careful examination of the phone call recordings in question. Our findings indicate that complainant did not explicitly disclose that the trade-in was a third-party trade and lease during the phone call.
  
  We understand that complainant is displeased with the fact that we pulled his credit history. However, it is important to note that as part of our standard procedure, obtaining a customer's credit report is necessary to discuss financing options and to ensure that the vehicle being traded in is indeed registered under the customer's name. We apologize for any inconvenience this *** have caused him.
  
  We value our customers, and their satisfaction is of utmost importance to us. We tried to contact complainant via phone a few times today since we would like to extend our sincere apologies for any misunderstanding that *** have occurred. We are more than willing to discuss his concerns further and address any questions or issues he *** have. Please feel free to reach out to us directly at your earliest convenience, and we will do our best to assist him.  Complainant can contact our Customer Experience Director, ************************* at ************.
  
  Sincerely,
  Cavender Toyota

  Customer Answer

  Date: 06/21/2023

  Complaint: 20210767
  
  I am rejecting this response because: I did disclose that the vehicle was leased. 
  I did receive your voicemails but have been stuck at work and havent been able to call. 
  will try to call tomorrow to talk but the issue is still my credit got pulled after I told your rep that my vehicle was leased. 
  
  Regards,
  
  *********************************

  Business Response

  Date: 06/27/2023

  Complaint 20210767,
  
  We are writing in reference to complainants concerns. We have tried to contact complainant multiple times.
  
  Sincerely
  Cavender Toyota.
  

  Customer Answer

  Date: 06/27/2023

  Complaint: 20210767
  
  I am rejecting this response because:
  Ive called back and havent been able to reach the manager that contacted me 
  Regards,
  
  *********************************

  Business Response

  Date: 07/03/2023

  Contacted complainant via phone call. We are in communication with complainant. 

• Initial Complaint

  Date:06/14/2023

  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.

  On 5/27/23 I purchased a Toyota Tundra from Cavendar Toyota. The sales conversation went well however the finance individual I worked with, ************************* collected my address incorrectly. This applied to all documents even though I provided my insurance card along with ***** ID that had the correct information. I have attempted to contact the dealership on at least 10 occasions including reaching out to the salesperson and they are not returning my calls nor have sent me my license plates with the corrected address with the registration office. I would like for Cavendar Toyota to answer my calls, correct my address on all forms and documents including my vehicle registration and title and send me documentation of this correction from their error.

  Business Response

  Date: 06/14/2023

  Dear BBB (Complaint ID *********:

  Thank you for reaching out to us regarding the address correction on complainant's new vehicle registration and title. We sincerely apologize for any inconvenience this may have caused.
  We would like to assure you that we have already taken swift action to address this matter. Our dealership promptly contacted the **************** of ***** Vehicles this afternoon and successfully updated the address to ensure that complainant's registration and title reflect the correct information.
  We understand the importance of accurate documentation and strive to provide exceptional service to our customers. We regret any inconvenience caused by the initial oversight and appreciate your patience throughout the resolution process.
  Should you have any further questions or concerns, we encourage you to contact us directly. Our team is committed to ensuring your complete satisfaction and is ready to assist you in any way we can.
  Once again, we apologize for any inconvenience caused and appreciate your understanding.

  
  Sincerely,
  Cavender Toyota

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my ************** upgraded at around 5k miles. I drove it for a while and felt light vibration at high speed. I went to discount tire (DT) to try & rebalance it but it didnt help. On 04/10/23, DT decided to swap out a new set of tires at 20k miles for me with a different brand to see if it helps and it didnt. *** last thing DT did was a road force matching & it still didnt help. DT said its not a problem with the wheels/tires or a balancing. ***y told me to take it to the dealership to see if there are any problems with the suspension. On 04/24/23, I took my car to cavender toyota for help & it had ****** miles. I showed them the road force record from DT & the receipt that I just replaced my tires at ****** miles. *** tires only had 381 miles on it. On the same day, cavender toyota called me & told me they recommend wheel **************** rotation. I declined and took the car home without repairing it because the alignment wont cause the vibration on the car. After I took the car home, I called the dealership & asked to talk to the manager (******). I asked if it is true that alignment would fix the cars vibration. ****** said it is not true. I asked him why the receipt from his service advisor showed a recommendation for alignment and he said that when they explained to me that I could have misunderstood them. I told him that there is no misunderstanding. ****** offered me to take my car back & he threatened to charge me a rebalancing fee. ***n, I called ****** from DT and asked him what a good solution is. ****** said that before I go to the dealership, I should take my car to another DT location for another rebalance to show the dealership that the balance is good. I went to another DT on 04/26/23 & my car was at ****** miles. I feel like this dealership is pushing me to do a service at their location only, but I think I have the right to choose where I get cars balancing done.Kurtis Contact: *************

  Business Response

  Date: 05/09/2023

  Cavender Toyota management team reached out to ****************, and is working to resolve his concern.

  Customer Answer

  Date: 05/12/2023

  Complaint: 19999111
  
  I am rejecting this response because:
  
  Regards,
  
  *****************

  Business Response

  Date: 05/16/2023

  **************** scheduled another service visit with our Service Manager. His vehicle was checked back in for service on 5/16, and he was again offered a complimentary rental vehicle. Our Shop ******* road tested the vehicle again to confirm the vibration concern. He then swapped all 4wheels and tires with a set he removed from an identical model, and had prepared for this visit. He found that most of the vibration he duplicated on the initial road test was eliminated, but he still felt a slight vibration. He traced the vibration to the Front CV Axle, and ordered a replacement part. That will be covered under the manufacturer's power train warranty. **************** has been updated with all of this information.

  Customer Answer

  Date: 05/18/2023

  Complaint: 19999111
  
  I am rejecting this response because:

  the car has not been fixed , but i do agree to all the message from the dealership thats the car now being repair 

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

  Business Response

  Date: 05/25/2023

  We have addressed complaints concerns with vehicle and adjusted and replaced parts to factory specs.  All with customer self-bought and installed Parts from other shops.  We have now delivered and drove vehicle with complaint before delivery of vehicle to customer satisfaction.  For future reference we would like to be the shop installing parts to better diagnose vehicle and not be second hand trying to fix concerns we never addressed from the beginning.

  Sincerely Cavender Toyota

  Customer Answer

  Date: 05/26/2023

  Complaint: 19999111
  
  I am rejecting this response because:
  

  First of all, the vibration is still there. Its only slightly better because you guys just rotated the tires from the back to the front again. I have texted to request to talk to **** or ******* on 05/20/23 and no one called me back until today. Please do not blame others when you didnt even do the diagnosis correctly. I waste gas and time every time to come in, and you blame either ****** or discount tire doing the balancing wrong. If that is the case I think thousands of people who buy tires from them will have problem as well if they dont do it right. All parts that I bought are used but its from factory (They are factory toyota avalon wheels and michelin tires). Can you point out one part that is not from factory? You cannot push me to buy tires from you if I like to spend my money where I feel does a better job on tires like Discount Tire. They specialize in tires. If you look back at the beginning, you blame the alignment when alignment has nothing to do with vibration. Then you blamed the tires (Discount Tire gave me a refund because they didnt want you to blame them). Now after the 3rd set of tires from ******* you replaced the drive axle. I hope you know that the car has a mechanical problem and you should take responsibility instead of pointing fingers and putting blame on others. In my opinion, if you ask most people will choose Discount Tires over you guys any day when it comes to tires. I understand that you cant make money on this car because I have warranty, but that is why I paid for extended warranty.
  Regards,
  
  *****************

  Business Response

  Date: 06/02/2023

  The first time the vehicle was brought in with the vibration concern, **************** was presented with a price to balance all 4 wheels to start. He declined.

  The vehicle returned to have the vibration concern addressed, and a rotate and balance serviced was performed at no charge to ****************. Our technician discovered wheel weights were missing during the balancing. The missing wheel weights were replaced, and a road force balance was then performed. Both services were performed at no charge to *****************

  The vehicle returned to again have a vibration concern addressed, and the driver's side cv axle was replaced under factory warranty due to excessive play discovered upon inspection. Our shop ******* removed 4 wheels and tires from a stock unit Toyota Camry (same set up), and installed these on ******************** vehicle. The very slight vibration **************** was complaining about was completely eliminated in doing so. For good measure, our shop ******* performed another road force balance at no charge to *****************

  The used wheels **************** purchased and had installed by another shop on his vehicle could be contributing to the ongoing vibration issues he is experiencing. We would ultimately recommend that **************** purchase 4 brand new wheels, or else reinstall the original equipment. 

  It should be noted that **************** has taken his vehicle to several shops that specialize in wheels and tires to have his vibration concern addressed. Every time **************** has brought his vehicle in to Cavender Toyota, his tires have been out of balance. 

  Is there anything further **************** is expecting from Cavender Toyota at this point?

   

   

  Customer Answer

  Date: 06/02/2023

  Complaint: 19999111
  
  I am rejecting this response because:

  Please tell the truth. The first time I took my car in, you did not recommend balancing. You recommended rotation & alignment which costs $216. However, alignment does not make the car vibrate and rotation would not help since the tires only had 300 miles on it. No places require rotation until ***** miles. ***** just trying to get my money by recommending an alignment even though fixing alignment doesnt fix the vibration. Im sure you already know this. After many times, you finally replaced the bad drive axle which I think you should have done so from the beginning. Every time that I come in and ask if you could look to see if there is any mechanical problems, you always said that the suspension and everything is good. All you did was point fingers at someone about bad balancing. In my opinion, if discount tire and ****** did bad balancing jobs, then lots of people would have balancing problems. You should diagnose to see if there are problems on your end, but you didnt. You never want to take responsibility. Its been a couple of times already that I come to you and you blame others not doing the balancing correctly when youre the one doing a bad job. This time, it drove better because you replaced the axle. Please do a clean business. Many people who dont know about cars will pay you for the alignment, but alignment wont fix the vibration. I talked to ****, the shop *******, and he agreed that the car still does not drive smooth 100% yet. However, it has come an acceptable point. Now, you want me to change all 4 wheels even though they are ORIGINAL TOYOTA AVALON WHEELS. I am willing to buy 4 new wheels, but please do not try to force me to buy wheels from you and please dont blame it on me for buying wheels from other places. Please dont try to say that it is because I am using aftermarket parts when it is all original Toyota factory parts and Michelin tires. If I replace the 4 wheels and the vibration is still there, would you give me my money back or would you point fingers at others and charge me $254 every time for balancing? The last time, you blamed the 2 rear tires and I went and replaced all 4 tires at ****** because discount tire was scared and didnt want you to blame them again. Even after 4 new tires, the vibration was still there (this was the 3rd set of tires that I changed because you blamed balancing every time I came in). Please troubleshoot correctly and dont try to charge me $254 for balancing over & over that wont fix the problem. I never asked you to do anything for me for free. I only asked you to troubleshoot why my car has a vibration and I will pay you a troubleshooting fee. If it is because of the tires or wheels that I purchased somewhere else, I would take the tire and get it fixed. I do not have $254 to pay you every ***** miles tire rotation and balancing. I paid $37,000 for the car and it came with 3***** miles or 3 years which ever comes first correct? I even paid extra ******* mile warranty correct? I bought tires from ****** correct? In my opinion, if the car has a mechanical problem other than wear and tear, I should be covered by you and if the tire needs balancing, I should be covered by ******. Not everyone will fall into your trap. I am not stupid. P.S. to the many consumers out there that have to deal with this dealership, please be careful with your money. Check out other mechanic shops first. I will try my best to put reviews on ****** to spread to the world about this.
  
  Regards,
  
  *****************

• Initial Complaint

  Date:03/13/2023

  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 01/28/2023, I went to Cavender Toyota and purchased a 2014 ******** ***** which had ***** miles. I am financing this vehicle for $17000. Today the car is not starting. I have not even received the license plates or registration from them as yet, and the vehicle is not working. The reason I went there is that I wanted to deal with a reportable company. I am literally in tears as now I am stuck with a high bill for a vehicle that is no good. Can I get some help with this, please, and thank you.

  Business Response

  Date: 03/18/2023

  
  We have been in constant communication with complainant regarding the issues with her vehicle, which is currently at ****************************.
  We understand how frustrating it can be to encounter problems with a recently purchased pre-owned vehicle and we want to reassure that we take this situation very seriously. As a result, we have provided a loaner car to complainant while car gets inspected and worked on.
  

   

  Thank you for bringing this matter to our attention and for giving us the opportunity to resolve this issue.
  
  Sincerely,
  Cavender Toyota

  Customer Answer

  Date: 03/31/2023

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

• Initial Complaint

  Date:02/14/2023

  Type:Billing 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.

  Prior to purchase of a ***** dollar minivan at Cavender, I researched with the tax office in Aransas County the requirements for a tax exempt vehicle purchase. ***** govt documents provided required me to have a form filled out by a medical doctor indicating necessity. Wife had ***** in ****, paralyzed in both legs 100 per cent in one and 80 percent in other. Doctors form filled out and available at time of purchase. ********** provided additional documents that dealership was required to process with above form, and that the actual modification was allowed to be completed after purchase. ********** documents also showed that dealer had no liability for acting in good faith on Doctors form. Following new car price negotiation, and trade in negotiation, during closeout Cavender insisted they would not process the sale as tax exempt as ***** statues required that I presented to them. They insisted that I would have to recover the tax at the Aransas county tax office. Today 3 weeks later, the Aransas County tax office tells me they can not process the **** dollar refund. I will have to get the ***** ****************** involved, which appears to require that I submit to Cavender a demand letter to process the exemption and after refusal they would get involved. I will do so with a very broad address list tomorrow evening. My wife is a ***** Treasure, polio/iron lung when she was three months old. Graduated first in her class high school and colledge, traveled with me 20 year in ***************/far east, never met a stranger. And gave back to ***** state goverment for 10 years as a member of the state liscensing board for orthodics and prosthetics , president her last year. She has seen corporate mistreatment of the physical less able. All I am asking for is for Cavender to take the 10 minute to process the exemption required by state law. They currently have me trapped in a rope a dope that I am out of 2m dollars which hurts a 75 year old retired badly

  Business Response

  Date: 02/17/2023

  The vehicle purchased by the complainant on 01/25/2023 did not have the modifications at the moment he took delivery, the dealership had to collect the taxes requested by the **************. Modifications to the vehicle were made by complainant after the purchase. We have been in communication with complainant and assisting him to provide the information requested by the ***** Comptroller of Public Accounts to get his reimbursement. 
  

   

  Sincerely,

  Cavender Toyota

• Initial Complaint

  Date:02/07/2023

  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.

  went into the service department to get a problem with my vehicles steering wheel fixed under warranty. they refuse to even look at the problem without charging $180 first to see if it's covered under warranty. then they keep on wanting to charge $120 for a wheel alignment and say it may or may not even fix my steering wheel issue, but I still have to pay for it before they check what's wrong. this has been an issue I noticed since I purchased the vehicle however, I have 36 months under my warranty to fix any problems. now that I'm coming up on my warranty expiration date and wanting to get it fixed, they don't want to even look at the problem or attempt to fix it without charging me.

  Business Response

  Date: 02/13/2023

  Cavender Toyota has made multiple attempts to reach out to **************** since this complaint was first filed. All attempts have been unsuccessful. **************** feels the alignment issue his vehicle is currently experiencing is an issue that should be covered under the manufacturer's warranty. Toyota's coverage for an alignment issue is 12 months, or ****** miles from the vehicle's original in-service date (whichever comes first). ******************** 2020 Tacoma is well beyond the 12 months. His steering wheel is off-centered, and the vehicle failed the complimentary alignment inspection we offer at our dealership at check-in. **************** was presented with a price of $119.95 to perform the necessary alignment, and he declined. When he insisted on a technician diagnosing the issue versus performing the necessary alignment, he was at that time presented with a diagnostic fee of $185.00. At the same time, based on the visual inspection of his steering wheel and the results of the alignment inspection, **************** was encouraged to start with the alignment. He escalated the issue to a service manager, and things were once again explained to him thoroughly. The service manager agreed to have a technician visually inspect the suspension components on ******************** Tacoma, and at that time there were no components that could be condemned by a visual inspection. Many of ******************** statements in his complaint are false and misleading. We would love the opportunity correct the existing alignment issue on ******************** Tacoma if he chooses to allow us to do so.

  Customer Answer

  Date: 02/13/2023

  Complaint: 19349252
  
  I am rejecting this response because:

  cavanders response is false and misleading.
  zero attempts have been made from them regarding my 2020 tacoma and this BBB complaint.
  and as I have stated before, the steering wheel issue has been there since day 1. since it was not that big of a deal, I was going to get it fixed later within my 36 month warranty. if they are saying it is an alignment issue, then the alignment was off upon purchasing, and should still be fixed under warranty.
  toyota is just trying to get money from customers who still have warranty on their vehicle. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 02/17/2023

  Cavender Toyota contacted complainant and addressed the situation in question. Vehicle was inspected and an alignment was performed to correct the issue requested by complainant at no extra charge. Customer satisfaction is always our priority.
  
  Cavender Toyota.

   

  Sincerely,

  Cavender Toyota

  Customer Answer

  Date: 02/17/2023

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