ComplaintsforTexas Toyota of Grapevine

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase new car on April 26, 2024. Contacted Toyota with *** GPS communication issue with CarPlay on May 28. Car was inspected on June 7 and identified that the Maps is a known issue and Toyota is aware. Took car back to Toyota on June 17 and Service Mgr. confirmed there was a issue with screen going white and nav not working. Recommended contact Toyota National Consumer Affairs. I contacted them and Toyota case ************ was created.I submitted written notification on July 17 for Toyota to repair, refund or replace vehicle in 30 days. I brought car back on Aug 2 and the Head of ************ ***** **** had us drive another car identical and the *** system worked. He then hooked his phone up to my car and it would not work. He felt the issue was with the main communication module and not an antenna issue. I reached out on Aug 20 for part replacement status and when my car would get fixed. Notified by ***** Frogga that an order for an antenna was placed. I spoke to ***** **** again on Aug 27 and he said engineer thinks the problem is in 2024 they used 2 overlapping ************ They want to try to add an antenna. I mentioned I need my car repair for a trip on Labor Day. I have yet to hear anything from Toyota. I have called several times and am not being responded to.I have experienced many hardships due to the fact this navigation system does not work. I have gotten lost, late for appointments and had to cancel trips. The stress of not knowing where you are while driving the car is horrible and a safety issue as the navigation keeps flashing and jumping around, causing you to want to keep looking at the console and I have had to pull over in unknown areas at night to turn off car to look at maps on my phone to try to figure out directions. I took out the extended 9-year warrant option on this new vehicle and very disappointed in how this issue has not been handled. Note. I do have actual iPhone videos depicting this issue if needed.

  Business response

  10/17/2024

  *** Dir spoke to customer recently and informed her *** wants us to try replacing the antenna, but customer has not brought vehicle in for us to try the resolution Toyota has provided because she states she is going on trips. Customer has an open Lemon Law with ********************** for case# ************ so is working directly with Toyota on that. Unfortunately there is nothing we can do at the dealer level besides the resolutions Toyota provides and we cannot do that if the customer will not bring the vehicle in.We are very sorry Mrs. ****** is dealing with this issue and will reach out again to see if she will bring the vehicle for the antenna replacement. 

• Initial Complaint

  10/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Saw a car on there website for $29,500 and went to there office to get the car reaching at there office I was shown other cars for high prices but insisted the one I need is the one I saw on line. They showed it to me and we agreed for $29,500 and they accepted to trade in my 2013 high lander for $7500 we all agreed. And they end up inflating the price of there car to $36,998 and showed me another area where I saw the $29,500 that was agreed upon. When I came home and finds out I went back and they said they can not give me my money back or give me back my trade in. I seek for reimbursement of $7500 that was inflated by the customer service man. NB pls ask them for the online advertisement of the car and all camera clips for the 17th of august 2024 . I was leaving and they called me back and said they resolved it , without me knowing it was a manipulated numbers from them showing me the $29,500 which we agreed.

  Business response

  10/15/2024

  Customer purchased a 2023 Highlander in August 2024 and signed/agreed upon all numbers before going into and while in the business office. The document the customer attached with their signature shows the agreed to numbers and match the contract the customer signed with the total financed amount being $29,527.56. We apologize that after speaking to the customer a few days ago that they now feel they did not have adequate sleep the night prior to purchasing back in August, but we honored the pricing the customer agreed to so will not be refunding the requested $7,500.

  Customer response

  10/15/2024

  Complaint: 22416502
  
  I am rejecting this response because:
  
  Regards,
  
  Goodson Nwanro

• Initial Complaint

  09/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Texas Toyota of Grapevine deliberately and deceptively sold me a vehicle in July with flood damage. I was shown and signed a ****** report that reported no damage, incidents or accidents. I specifically asked the salesmen (as I worked with 2) if the car had previous damage or issues. They told me no; all damage would be reported on the ****** report, and that their vehicles go through an extensive and thorough bumper to bumper check before they can sell them. Well, if that was the case, whomever checked it provided false information or didn't do their job. When we had to remove the spare tire from under the carpeted trunk area to change the tire, the trunk clearly showed flood damage. The trunk had been reinforced with what appeared to be tar patches, and the bumper had been reinforced as well with some form of sealant. If the vehicle was checked bumper to bumper as communicated, these issues could not have been missed. As a consumer, we put trust in Texas Toyota of Grapevine and their staff to be transparent and honest on any and all issues with the vehicle. Our goal was to purchase a reliable vehicle with low mileage. The vehicle had approximately $17k miles, and we were told that it was reliable, no prior damage, no accidents and in great shape. This is extremely disappointing as we searched for a vehicle for well over a year just to be deceived by Texas Toyota of Grapevine. This company truly lacks integrity; however, God sees and knows all.

  Business response

  10/01/2024

  We have attempted to contact the customer multiple times. We would like to invite the customer in for our Used Car Manager and Service Director to take a look at the vehicle and come up with a solution. We are presented with the same CarFax the customer is and damage was not reported for this vehicle. Our pre-sale inspections are mechanical and safety inspections. We would love to work with Mrs. Greenlee if given the opportunity. 

• Initial Complaint

  09/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On Aug 29 2024, I purchased a 2020 Chevrolet Malibu ** with approximately ****** miles from Texas Toyota of Grapevine for $17,300. The dealer assured me that the car had undergone a comprehensive inspection and that there were no issues with the vehicle. The Carfax report provided by the dealer also indicated no prior accidents. Based on this information, I decided to purchase the vehicle.However, upon taking the car to a trusted mechanic for a more detailed inspection the next day, it was discovered that the vehicle has significant issues, including a large dent on the underside, oil leakage, a potentially misaligned or re-welded frame under the hood, and noticeable gaps in both the front and rear bumpers. The mechanic strongly advised that the car may have been involved in a serious accident, contrary to the dealer's claims.Following this discovery, I contacted the dealer to request a refund. Over the phone, the dealer agreed to the refund. However, when I arrived at the dealership, both the dealer and the manager inspected the vehicle and dismissed these issues as "normal," subsequently refusing to honor the refund. The dealer then denied ever making a refund promise and abruptly handed the keys back to me, leaving the premises.This experience has been extremely frustrating and disappointing. I believe that I was misled regarding the condition of the vehicle, and I am now stuck with a car that appears to have undisclosed damage from a prior accident.

  Business response

  09/03/2024

  We are sorry that you are experiencing these issues. The vehicle did go through our inspection, pass state, and unfortunately we can only go off the CarFax which stated no prior accidents. It is never our intention to do wrong by our customers. Per the discussion with our Management team, we will be taking the vehicle back and refunding you. It will take a few days and our Manager will reach out once it is ready for pick up. Thank you for bringing this matter to our attention and working with us to resolve this. 

  Customer response

  09/11/2024

  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

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2023 Toyota Corala Cross in October of last year but on June 19 of this year I had to take it to the technical service because the air conditioning was damaged, it was supposed to have a two-year warranty and they have not even given me a rental car, the only thing they say is that I have to wait for the spare parts to arrive and that if I wanted I could take the car until the spare parts arrive but with the Texas heat it is not possible to drive like this, not for my age at 54 years old, now I have to pay for a car that I cannot use and it is the only car I have to be able to go to work, please help me so that they give me another car or return mine as soon as possible.Uu

  Business response

  07/29/2024

  We apologize for any frustration caused by the National backorder of the part needed to complete the ** fix on your vehicle. We unfortunately do not have control over the part being on backorder and when it comes off national backorder. We are constantly checking and trying to do everything we can to ensure we get it as soon as it becomes available. If you have any questions please feel free to contact our Service Director at ************. 

  Customer response

  08/09/2024

  Complaint: 21995041
  
  I am rejecting this response because:
  What am I supposed to do? Wait how long? I am a single mother, I only have one car to use, that's why I bought it. I haven't been able to work properly, only on certain days. I bought this car thinking that it would turn out well. It's not fair that I have to pay for something that I can't use. They won't even give me a car in exchange for me to use. It's very easy for them to say that they don't have the spare part and that means that I have to wait how much longer and without any help in return. They are not giving me that car as a gift, I have to pay for it and it's very expensive. I need an immediate solution please.
  
  Sent from my iPhone
  
  On Jul 29, 2024, at 2:07 PM, Better Business Bureau <******************************************************************> wrote:
  
  Regards,
  
  ***************************

  Business response

  08/15/2024

  Toyota released a part, but it will still be approximately 20 business days before we get it in. We have approval for a rental and the customer has been notified and will pick it up 8/16/24. We appreciate the patience as we have been trying to get this matter handled. 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a brand new platinum Toyota tundra in August, the truck was over $60,000. When I bought the truck I was provided 1 key. The dealership and sales person (*****) told me a second key would be mailed to me because of a key shortage. In December I bright my truck in for either a recall or service. At that time the service department provided me with a key fob, but not the second part of the fob. They told me to go home and see if I have the second part at home, if not call and let them know. I never recieved the second part of the key at the time of purchase. I called back and they said it would be a $43 charge. I called Toyota corporate, explained the situation, they said no keys were given out at that time. We 3way called the dealership and spoke with ****/***** in service. He argued I was given a fob and I lost the key and need to buy it. Corporate Toyota reinforced no keys were given out on the phone. ***** transferred us to sales because he couldnt help. Sales transferred us back to service because they couldnt help. ***** was upset, said he couldnt help and hung up. Months later I get the image attached in the mail confirming no keys were given out and I need to get one from Toyota. I still have the key fob you provided me, and would like the complete key. The run-around that we went through was absolutely awful and poor service. I am a life long Toyota customer, but will not buy from this dealership again.

  Business response

  04/11/2024

  Our CRM has left a voicemail for ****************** informing him that he can come in and ask for our Service Director to get the key for his second fob. 

  Customer response

  04/14/2024

  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

  02/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a used vehicle a this dealership has been extremely bad with the customer service. Very dishonest they don't care about the problems that we have encountered with the vehicle and it seems like nobody is in charge, they keep sending us with different people to "fix" the problems and have gotten no where so far.

  Business response

  02/21/2024

  Customer spoke with management and we replaced their battery at no charge. We apologized for their experience and were happy to help.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a used car **** Fusion 2013 on 10/20 firstly it was delivered to me after *************************************************************************************************************************************************** service they took 10days to replace the glass and I was told by sales advisor that they will ensure all the checks done before they deliver that is why this delay and not sure what they checked because after roughly 5 days of delivery to me I started observing check engine light so I went and gave it to their service and they took 2 days and said there is a spark plug issue and need to be replaced and they delivered to me after 3 days, They gave me the complete multi point inspection diagnosis report as green and as working fine with a charge of 227USD on me. But again after a week and driving of around 100miles i observed this check engine light again then I called their service and went and gave it to them to diagnose and resolve.I have driven this vehicle roughly around 500miles from the date of purchase.This time they took 3 days and told me that Head gasket is blownout and it needs complete engine to be replaced. I was literally shocked and asked them why suddenly the engine will go out and needs to replace despite you said I will not get problem for 10000miles for that they answered me this way that.." anything can happen any time"... and when I asked them how they will get it done , they said the parts team have to order and get the engine and as I have taken warranty from MPP they have to approve the quote of ****usd then they will work, then they took one more day to file a claim to MPP and said they denied the claim as it is a known issue of **** and can not be reimbursed though the bronze plan which I took states that it covers.Then I met the sales team who sold the vehicle and told I want to return or exchange the car as a faulty car sold to me as I got these problems within 5 days of the purchase,this time sales person also tells that once sold they are not responsible and I have to work with service and bank. Then I raised the complaint with Bank and they said the engine failure report is after 30days though with in 1000miles they can't take return complaint.Currently I am in No Mans Land with so much of sad as the car now giving flashing engine light. I need my money back to pay to the bank and they can take back the car.

  Business response

  01/12/2024

  Sales Manager spoke to the customer and he will be coming in this weekend to trade out of the vehicle and into another. 

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i had my oil change done at the service. a few days later i noticed an oil puddle underneath the car. took the car back to service and had to leave it for diagnostics. it turned out that the service people could not replace the oil filter adequately and oil was leaking from the filter. service did not charge me for the service but i had to rent a car and drive 120 miles for two round trips for a mistake on their hand. i wasted 6 hours as a result of their mistake

  Business response

  11/21/2023

  We are so very sorry that you had this experience in our ******************* It is good to hear that our Service Manager was able to fix this at no cost to you. Please contact him to go over your additional expense so we can try to make this right for you. 

  Customer response

  11/22/2023

  Complaint: 20901531
  
  I am rejecting this response because: I already sent the invoice for my rental and request for a tire balance coupon for the inconvenience. Have not heard back. It has been more than a month. 
  
  Regards,
  
  *********************

  Business response

  11/22/2023

  I apologize for the inconvenience, but this is the first it has been brought to our svc dir or my attention and I left you a voicemail yesterday to get in contact with you. We would like to be able to speak with you so we can come to a resolution together. 

  Customer response

  11/27/2023

  Complaint: 20901531
  
  I am rejecting this response because: i will wait for the refund check. last time the manager (**********) has also promised a check but i did not receive it and it has been over 2 months
  
  Regards,
  
  *********************

  Business response

  11/27/2023

  As we understand the customers frustration with our previous Service Manager and I can assure that the check has been cut as I personally took it to accounting to be cut (I have attached a screenshot of the check that will go out in the mail tomorrow *****). The Customer is receiving a refund check for $35 for rental reimbursement from their oil change servicing.

  Customer response

  11/30/2023

  Complaint: 20901531
  
  I am rejecting this response because: thanks, yes, i received the reimbursement check for rental car today and i am PARTIALLY satisfied about the outcome. does the company want to do anything to compensate the time i spent on this issue? for starters i drove a total of 140 miles (4 times the 35 mile one way distance) back and forth. maybe a few coupons for free service?
  
  Regards,
  
  *********************

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 30th, I purchased a used *** from Toyota of Grapevine, and since then, my experience has been nothing short of a nightmare. The problems with the vehicle began immediately. The same day of the purchase, the check engine light illuminated. I promptly contacted the dealership to report the issue and returned the *** to their location. I was assured that the problem had been resolved, but the check engine light reappeared on the same day again.Seeking a more reliable assessment, I had the *** inspected by an independent mechanic who discovered that the vehicle required a new motor, a costly endeavor exceeding $10,000. It was also revealed that the dealership had installed new spark plugs and engine coils for cylinders one and three, indicating prior knowledge of the misfire issue. Regrettably, the misfire problem persisted and resulted in coolant infiltrating the cylinders, ultimately leading to a damaged engine head.On October 26, we contacted Toyota of Grapevine and let them know what the mechanic had inform us we then had the *** tow to Toyota of Grapevine. Sales Rep told us to please come in and talk to the manager. On October 27, I visited the dealership once again to discuss the matter with the manager, *********************** was no help I was informed that your service team would need to evaluate the *** and get back to me, which only added to the frustration and uncertainty of my situation.I was initially assured that the *** had undergone a rigorous inspection and was in perfect condition. This statement could not have been further from the truth. I was initially informed that it would take a couple of days for your team to assess the situation. However, after texting the sales representative and receiving no response on both Monday and Tuesday, On Wednesday, I decided to call the dealership in an attempt to reach ****. Unfortunately, I was informed that he was unavailable, but I managed to speak with the sales representative. He assured me that he would investigate the issues with the vehicle and promised to call me back. he then texted me to set up a meeting with his manager that once again.Despite the delays and difficulties, I made persistent efforts to address the situation, including multiple attempts to contact the the manager. On Saturday, November 4th, I made my way to the dealership once more. I was informed that diagnostics had been run by there master mechanic, and the vehicle was reported to be working condition that the other mechanic was wrong he assured me he has over 20 years of experience as a mechanic and that the *** was in good condition . It was claimed that some coil adjustments had been made to resolve the issues. However, given the extensive mechanical problems we had encountered, we were keen on obtaining a different vehicle. It's important to note that we had initially paid $16,600 in cash for this vehicle. Despite our reasonable expectations, the dealership offered a credit of only $10,000, which we found to be unreasonable considering the vehicle had barely been driven due to the persistent mechanical problems.We were left with no choice but to bring the vehicle back home. Initially, the check engine light was not illuminated when we received the *** from the dealership. However, as we drove it for errands throughout the day, the check engine light came on. On the way back home, the vehicle then displayed a warning sign indicating overheating. I let the sales rep know about this situation the same day we pick up the ***. November 5 we try to start the ***, which did not start contacted the sales let him know the car was dead and that once again i would have to have it tow to dealership. This situation has caused significant stress and financial loss, as the purchase was made in good faith with the expectation of professionalism and honesty from the dealership. I am deeply dissatisfied with the way this matter has been handled.

  Business response

  11/08/2023

  ******************* came in and spoke with our Management staff and came to a mutual agreement. We will be trading the customer out of the current vehicle and into another of their choice pending customer taking it to their own mechanic for approval. It is never our intention for a customer to feel that they are not of top priority and provide a positive buying experience. We are glad we are able to come to a mutual agreement. 

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