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:05/27/2025

  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.

  Shottenkirk purchased my truck from me 2/21/24. ********* for the vehicle and ******** in cancellations = *********. I received a refund from *************** and have yet to receive a refund for the cancellations. I spoke with BOA and they received ********* leaving ****** left over that I have yet to receive. I worked with ***** ******, and he was great early on with communicating with me. However, communication has fallen off, especially the more I asked about the refund for the cancellations. He assured me the finance department would reach out but I haven't heard from anyone. The last email he responded to was on 4/21. I sent follow *** on 4/29, 5/19, and 5/22.

  Business Response

  Date: 06/10/2025

  Our records show we purchased Mr. ******** Toyota Tundra for $36085.53. This is a payoff of $38613.15 less warranty and maintenance cancels totaling $2527.62.

• Initial Complaint

  Date:12/03/2024

  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 bought a used 2023 Tacoma on Saturday October 5, 2024. Wednesday October 16, 2024 the ignition switch failed. Went to Toyota Of *********** for weeks. Shottenkirk wanted it back at their dealership to work on it, I told ****** to get it, I am 4 hours away. Mt Pleasant said not warrantied and wouldn't fix it unless payed by me or Shottenkirk. November 8, 2024 I traded the 2023 into ********************************** for a 2024 model.I contacted ******, sales manager, at Shottenkirk she told me to remove my negative review and they would refund my warranties that I purchased from them. I refused and they will not refund the money. Should be about $5,000.00.I am asking for some help to get my refund.Thanks ***** ***** ********** *********************

  Business Response

  Date: 12/09/2024

  I spoke with Mr. ***** today about getting his products cancelled and sent him the form to fill out to get this done. I explained that customer can cancel products purchased at any time and that refund will be done promptly.

   

   

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 10/08/2024 my husband was looking at cars. The sales man named *****, told my husband countless times that the Website he was looking at would not touch his credit. (MY credit) as he was on the phone with ***** another man called and confirmed, that This WOULD NOT affect his credit. (MY credit) lo and behold these two people LIED and 16 points was deducted from my credit. 16 points is a BIG deal. ***** then said Im sorry, I didnt get to management in time to tell them not to run your credit THEY HAVE SENSE THEN continued to apply my credit to multiple banks. 5 different banks today 10/10/2024. Im OUTRAGED.

  Business Response

  Date: 11/19/2024

  We are still working with the customer to get them approved to purchase vehicle. 

  Customer Answer

  Date: 11/19/2024

  Complaint: 22538208
  
  I am rejecting this response because:
  I have been the one to reach out to you multiple times with no response. I reached out 4 times and didnt receive a call back. 
  

  your business is run absolutely terrible and I hope that you understand that I was approved for a vehicle. Elsewhere. I hope you take action against the employees that are liars. I also want you to keep in mind I have two recorded phone calls, and text messages proving that Your employees are liars. And if this is not resolved to my liking I will be taking legal action against your company. Reach out to ME.

  **************. 
  Regards,
  
  ******* ******

  Customer Answer

  Date: 12/09/2024

  Complaint: 22538208
  
  I am rejecting this response because:

  I have been the one to reach out to you multiple times with no response. I reached out 4 times and didnt receive a call back. 

  
  your business is run absolutely terrible and I hope that you understand that I was approved for a vehicle. Elsewhere. I hope you take action against the employees that are liars. I also want you to keep in mind I have two recorded phone calls, and text messages proving that Your employees are liars. And if this is not resolved to my liking I will be taking legal action against your company. Reach out to ME.
  
  **************. 
  Regards,
  
  ******* ******
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:10/29/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This transaction occurred on 10/15/24.I went to purchase a vehicle from Shottenkirk Toyota of Weatherford (*********************************) that I found on the internet. I was taken advantage of from the get-go. The price of the website 'online was $39,800 or so, which I confirmed with the salesperson over the phone, before making the hour or so drive to the dealership. I get there and was given misleading loan numbers, who made it seem as though $800/month was the best I could with my credit score, WITHOUT any extended warranties. He had me sign a paper saying if he could get below $800, I would proceed with purchase. He connects me with the finance team. At this point, $5,100 of extended warranties were added on without my knowledge to miraculously come in right at $800. They did not show me any loan breakdown figures other than the monthly payments. This is unethical and fraudulent. The process was illegal. The final amount financed was $51,610.61.I want a refund on the sales price as well as the extended warranties removed from the loan.

• Initial Complaint

  Date:09/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paperwork with 2 different VIN's, paperwork with different prices of vehicle. I did not purchase any service programs reference attachment where I signed declining additional service coverage. I was charged $895 for a VIP Convenience Package that I thought was an add for optional equipment and not for a service contract. When I discovered that my vehicle DID NOT have any optional equipment and asked about this charge, they sent me , via text, a picture of their VIP Convenience Pkg. Ad. This appears to be a incentive to buy from Shottenkirk. I have papers with different VIN's, different sales price. I can furnish copies of any and all of the papers I received.. I feel I am entitled to a refund of $895, or details of what this package covers and the time period covered. I have waited for close to 30 days and have not received any reply from Shottenkirk. Please note that when I referenced Toyota Convenience Package is adds a blind-spot monitor, rear cross-traffic detection, and heated side mirrors...this is what I thought the $895 was for. I now realize that there is a difference in wording Toyota's being Convenience Package and Shottenkirk's being VIP Convenience Package.

  Business Response

  Date: 09/23/2024

  We talked to Ms. ******* We explained the coverage of the VIP pkg and she was under the impression that it was extended warranty that she declined. Also, the reason the Vin number changed is because it was an incoming car with a temporary Vin, so we corrected it and resigned all the paperwork when she picked up the car. She paid cash for the car, So the price never changed it was always $25,250.00 including all the taxes and registration. She didnt pay for the VIP as we discounted the car, But we still gave her the coverage of the package, So its broken down on paperwork.
  The MSRP on the car was ***** plus our addendum with adds VIP ****** Window Tint and Nitrogen ****** which brings the total price to ******** plus TT&L. Ms. ***** paid ******** plus TT&L to include VIP and Window Tint and Nitrogen.
  
  Ms. ****** seems to be okay with everything.
  
  ***** ********
  General Manager
  Shottenkirk Toyota Weatherford
  ******************************************************************
  s why here...

• Initial Complaint

  Date:07/11/2024

  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 went to the dealership on 6/25 to purchased a car I had seen online, I was very interested in the car I drove 4.5 hours just to purchase. The price on the website was somewhere at 51k. Upon talking with the sales representative his name was ***** he discussed the price being around 57 I refused because the online price said 51 and that is what I wanted. After his manager getting involved I believe her name was ****** and I told her I didnt not want anything extra on the vehicle and was very adamant I was not paying any more than what was online, we had agreed the price was going to come out to ***** that was the 51k in addition taxes and dealership fees. I was taken back into finance and ***** helped me and again he was trying to sell me additional things such as the extended warranty and I told him I did not want anything additional. He told me that if I did not take the extended warranty that he was going to increase the APR from *****% to *****% because he was giving me a family friend discount and that the dealership had to make money somehow. After thinking about it I agreed on the add on knowing I would be able to remove them. Once the contract was signed I was told that their system was down and they would not be able to provide me a contract until the following day. It turned into a week and several calls to the dealership to get the contract. Once I had received it I noticed that it was 57k and I called the dealership and have a recording with the sales rep ***** whom helped me stating that it was 55 and when I asked them why does my contract say 57 he said he would have to ask ***** and have him give me a call. Once ***** called me I was told that it was for some cleaning services on the car and I told him that this is not what we discussed and he said he had a problem at the office and would have to call me back. I tried to get in touch with the finance manager and was told he would call me and have yet to receive a call

  Business Response

  Date: 08/30/2024

  I have attached copies of the refund checks for the products the customer requested cancelled. 

• Initial Complaint

  Date:06/19/2024

  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 05/03/2024 my wife *********************** and I purchased a 2020 Jeep Compass with ****** miles on it with 4500$ down for a total price of 26000$ including the additional 4000$ worth of service plans. On Friday, 05/30/2024 the car overheated with oil in the coolant and we immediately towed it back to Shottenkirk Toyota of Weatherford to see what they could do since it hadnt been 30 days since purchasing the vehicle. *** in the service department immediately recommended a new thermostat which I disagreed with and had the vehicle towed to Shottenkirk CDJR in ********, **. ******* in the service department at Shottenkirk CDJR of Granbury recommended replacing the oil cooler, radiator, thermostat, water pump, and radiator hoses for 3000$. I had the vehicle towed back to my residence in Weatherford, ** where it is currently parked. ***** in the sales department at Shottenkirk Toyota of weatherford only offered to cover 1400$ out of 3000$ of repairs which may not even fix the issue. The vehicle is inoperable within 30 days of buying it and I owe ****** for a vehicle that doesnt function correctly. I want the car fixed.

  Business Response

  Date: 06/19/2024

  I have spoken with our GM *************************** and have been informed that repairs were not covered under warranty customer purchased. Dealer offered to pay half of the repairs needed to repair vehicle.

  Customer Answer

  Date: 06/25/2024

  Complaint: 21870576
  
  I am rejecting this response because I have had the oil cooler and thermostat replaced per recommendations by a trusted mechanic and oil is still getting into the coolant. Recommendation of replacing oil cooler by Shottenkirk did not correct the problem. 
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 07/26/2024

  Better Business Bureau:
  
  Resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:05/28/2024

  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 traded both my Nissans for a 1794 and a Tacoma in the past month. Also looked at other types as well. I've came to the conclusion that Toyota is the way to go. However I needed to trade the Tacoma in and get a Tundra instead. So I came in with a 2024 ****** with 3k miles for trade. Looked at some Tundras and picked out one. The sales guy called it used but when I went in to talk numbers the sales manager called it "new". I'm thinking great so it's new then. I didn't think to ask questions, cause h*** I've just purchased two Toyotas in a month and "new" means "new". At this time I'm the last customer there, and almost everyone has left. So we go through finance pretty quickly and they handed me the key. I get in the truck to leave they are waiting to close up and go home. I'm driving back to home now and look down and see a whole F'n 5K **** near 6K miles on this truck!! I turned to wife and asked her "they said this truck was new correct. Why and the h*** do I have almost 6K on this truck"?Next day we come back to discuss this. We spoke with the sales manager and finance. We tell them we want out or this deal or this deal needs to get a lot sweeter since no one disclosed that this was a demo. Everyone seems to be understanding of this, so finance leaves to talk with the *** 5 min later her comes back and tells me he will give me a check for 500. Then says he will write me a check for a thousand after my face surly looks f****** ******. Even at a thousand I'm still ******. IF IM BUYING A NEW CAR GIVE ME A NEW CAR. IF IM BUYING A DEMO, SELL IT TO ME AT DEMO PRICES. Especially with almost 6K miles. I will give finance this. They were willing to swap vin's (basically put different vin numbers in the place of the original paper work) so I would get new car miles. ******* is, I don't like any of those colors. If I'm financing 70K with a 12K deposit, and stuck for seven years I'm wanting the truck I'm paying for.

  Business Response

  Date: 05/30/2024

  Customer was offered to trade out of vehicle or $1000.00 refund. Customer did not find a different vehicle he wished to purchase. 

• Initial Complaint

  Date:04/26/2024

  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.

  My spouse and I purchased a 2018 *** X5 on Monday April 15, 2024. We arrived at approximately 6pm. We spoke to and worked with the salesman *****. We test drove the vehicle and upon returning to the dealership we noticed a burning smell from the front of the vehicle. We told ***** this and he said it was probably from standing and should be fine. ***** also told us that if there were any issues that our warranty would cover it. After purchasing the vehicle we drove home and once home not only was the smell still there but the dash displayed several brake malfunction warning lights. We immediately informed the salesman and were told to bring the car back to be inspected. The car was left at the dealership to no avail. The service department said they could not properly diagnose the car but that they would simply reset the computer and change the fuse and that there was smell noticed. We picked up the car and took it to a *** mechanic because on the way home the warning lights reappeared. The mechanic informed us of an oil leak that was causing the burning smell as well as battery voltage issues and brake problems. That information was sent to the dealership along with a quote for repairs and pictures. The mechanic attempted to reach out to the warranty company and was told that none of the issues were covered under their warranty. The salesman, sales manager nor the general manager have responded to phone calls, voice mails or text messages. We would like these issues completely fixed or how we can return the vehicle.

  Business Response

  Date: 05/30/2024

  According to our records, customer *********************** returned the vehicle on April 30th 2024 and was told that we (Shottenkirk Toyota) would replace the valves but not the battery. There was no warranty purchased at time of sale.

  A copy of the repair order for the valves is attached.

  Customer Answer

  Date: 05/30/2024

  Complaint: 21627307
  
  I am rejecting this response because:
  Once the dealership FINALLY replied to us we were told the would ONLY fix the battery and NOT the valve. They then spoke to a manager and it was then changed. That is when we brought the car back. The dealership is HORRIBLE at communicating, they have horrible customer service and NONE of their managers to include the General Manager EVER returned a phone call or spoke to us directly.
  Regards,
  
  ***********************

• Initial Complaint

  Date:01/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 first encounter was with this dealership in ******** where they falsely advertised a car for one price but refused to sell it w/o the $3000 add on package. I went to the same dealership in Weatherford because I had to have a vehicle immediately, wanted a particular type of vehicle only found there and was met with the same problem. I prchd the car and reported it to the Tx DMV w/o response. Now, 6 mo later the paint is coming off in chunks and upon phoning the extended warranty company Im told it only covered acid rain or tree sap. REALLY!!! Im calling the Att. *************** tomorrow and may be looking for class action as it appears there are plenty of complaints too hold up for one.