ComplaintsforToyota of Cedar Park

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2023 Toyota Corolla Cross in April 2023. I purchased every warranty offered to me, including one that would get me a loaner car if my car had to be kept overnight for service. I have taken my car in several times with the same radio issues. I was told once I needed to leave overnight. I asked about a loaner, no loaner available. I took it in again today. Same thing, would have to leave my car overnight. I, once again, informed them I purchased the warranty. Was told no loaner available and there was a wait list for them. They could not resolve my issue. Didnt offer to bring my car back when a loaner would be available. I have paid for a warranty that Cedar Park Toyota cannot deliver but they have taken my money and received it when I financed my car.

  

  Business response

  09/04/2024

  Our Service Manager has spoken with the customer and has setup an appointment for Monday at 2:30 to diagnosis her radio concern. We will also have a rental car reserved for her. 

  Customer response

  09/06/2024

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

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  10/02/2023 Purchased 2019 Kia ******** for $23530.26 (total). $3485.00 for a "Bumper to Bumper Extended Warranty". I was pressured into purchasing this warranty and told that I could cancel @ anytime for a prorated refund. I was given examples of usage to include Drivetrain, Electronics, and A/***************** the finance manager told me that all expenses related to the break-down/repair would be covered, ranging from towing, rental vehicles, and all repairs without any deductible. I was NOT given a copy of the coverage contract at time of purchase, which I asked specifically for to read over, and ****** said that it would be mailed. 10/03/2023 Hood latch would not release the hood and it could not be opened. I texted **** my sales contact to find out how to get it fixed, as within the first 30 days they told me to contact them as opposed to warranty, which would kick in after. In the repair process of having this latch fixed, I again requested my warranty paperwork, and was not given it, and told it would be sent to me.06/25/2024 The ** goes out on the car. My wife schedules an appointment for service at Cedar Park Toyota for 06/28/2024. We bring up 2 other issues including hatch lift, and door handle fading.06/28/2024 I drop the car off and speak with ****, who tells me that it will cost $175 for diagnostics which would be covered only if at least one problem discovered was covered.6/29/2024 **** informs me the hatch is covered, but the ** leaked all its refrigerant, and they need to perform a EVAP, and recharge with dye for $475.23 which is not covered. I bring up what ****** told me, and that I was never given paperwork. I was told he should have provided it on a flash drive. 07/01/2024 In the limited contract paperwork I found for the purchase, I discovered ****** gave me page 1 of 11 (only page 1), of the warranty contract, which in itself states that is suppose to include the contract. ****** deliberately deprived me of part of a contract.

  

  Business response

  07/08/2024

  We have spoke with customer and have provided all the extended warranty details from his purchase. The hatch is being repaired under the extended warranty and we have put a dye in the ** at no charge to the customer to identify the leak. We are currently unable to find the leak at the moment but we are monitoring it. The service manager has been in contact with customer and updating him with the progress. 

  Customer response

  07/14/2024

  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.

   

  Toyota has been able to give me the missing warranty paperwork and has expressed a willingness to make right my understanding of the sold warranty service that was explained for my issues by speaking with the warranty company. 
  
  Regards,
  
  *******************

• Initial Complaint

  01/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I put half the truck payment down and financed the rest through Toyota. Toyota of Cedar Park and Toyota Financial and ****************************************************************** refuse to answer my emails or return my calls. ******************* in Finance who financed part of my truck purchase, said the OPTIONAL additional warranty is removable if I decide so within 30 days. My first contact to them was January 17th. I purchased the truck on December 30th, 2023. The 30 day period ends today. I need the warranty removed before I make my first loan payment. I want to cancel the additional warranty that is duplicitous and only benefits me 3 years from now. I do not want the additional warranty, only the ones that came with the truck, I need the warranty amount removed from my loan, and the loan resent to me with the same fixed loan rate and same amount less the warranty. I called several times. No one will contact me.

  

  Business response

  01/30/2024

  We have cancelled the extended warranty. We have sent the confirmation via email of the cancellation refund being applied to the Toyota Financial Account. This refund of $2254 is being applied to the loans principle balance. 

  Customer response

  01/30/2024

  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

  12/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This business added a ******* dollar service fee to the car, I bought ! And he put it in while I was distracted and we were talking about vacations ! Not only did he add the excessive amount to the contract, he kept the financial part of the contract in his office, when I went to the bank it wasnt in the paperwork the loan officer needed ! He also didnt take off the **** that the manager gave us for the price adjustment, he has just been just terrible all the way around ! The loan officer was dishonest because he told me I had to get the gap insurance before we could leave with the car and the bank loan officer said you DONT have to get the gap coverage its up to you ! He is a very dishonest person !

  

  Business response

  12/08/2023

  Finance Director has spoke to customer and explained it was not a service fee but a extended warranty. We have cancelled the extended warranty and the funds will go back to the lienholder. We are also reimbursing her $1000.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I originally brought my vehicle, Jeep Cherokee, 2019, Gray, in for service on 09/16/2023 for state Inspection, Turn ****** stalk issue, and ************ issue. While I declined the service for the blower motor I did accept the state inspection and replacement service for the Turn ****** stalk issue. I paid $505.63 on 09/16/2023 for both the part for the turn ****** stalk issue and state inspection fee. I was told at the time of purchase that the "Turn ****** Stalk" part was on backorder. Then when I got into my car, I found the cover for the rear of the steering wheel on the floorboard with the screws in it. I did take the jeep back to have this addressed. They put the screws in but the cover wasn't securely fastened, and fell off. A long time went by without hearing from the service advisor and I had to call the dealership a number of times. Finally spoke with a manager told said they would follow up with our service advisor. The advisor did call me back and informed me that he was being told the part was still on backorder; what appeared to be a week later the part was finally delivered to the dealership. The wait for the part was almost 2 months long no consistent follow up or update from the Service advisor. Once the car came in to have the new part installed. Found that other parts were broken or the installment wasn't complete finished. Now the Jeep makes a rubbing sound when turning the steering wheel, and found when pulling the steering wheel closer to me, the coverage material wasn't reattached. More importantly, I find it deeply concerning the manager who drove my jeep back into the bay for me to pick up my jeep, didn't notice the "airbag service" indicator on the dash was displaying. This is a significant safety concern that was overlooked by dealership but management who is in charge of ensuring the highest quality of service. I paid another $371.95 on 11/13/23 for labor cost. I have pictures for support documentation

  

  Business response

  11/16/2023

  We apologize for the level of customer service you received at our dealership. We strive to provide an excellent experience for our customers every visit. We would like to reimburse you for both charges. We value your business and trust and look forward to serving you better in the future.

  Customer response

  11/16/2023

  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.

  I will accept the business proposal of refund in the amount of $877.58 by check, and certified mailed to me. I would also ask the business to consider cancelling the warranty agreement that was purchased in the amount of $5,985.00, from sale dated: 09/13/2021 for this same vehicle. (Or at the very least a prorated amount) For the simple fact that Toyota shouldn't be repairing other vehicles that are not Toyota. We will keep the Tire and wheel warranty and the maintenance plan active. We're not sure how much **** will charge ** yet to completely repair the demand but the refund from the warranty, or at least the prorated amount will help cover any unexpected cost. 

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

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Warranty scam. Paid for a service and have been given the complete run around as to they cant fix half the stuff or it has to go through someone else. When trying to get fixed not 1 person can get it fixed. We have been trying to replace windshield for 2 months. Says we have to contact the company when we call the company they say only the dealership can handle it. Spent the day with 2 reps for Toyota and still no resolution. Need key fob says they cant do that either.

  Customer response

  08/01/2023

  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

  03/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a 2023 Camry on 11 March 2023.Our family was trading in a car we had previously purchased for our son. The car had negative equity on it (which we were aware of) and we provided additional funds to the company to minimize the carry off to the next car.The remaining on the loan (trade in) was $12537.47 Toyota (specifically ***************************) was only willing to give us $**** for the car which left us with $7837.47 in negative equity.We put down $5000 to help bring the negative equity down and only carry over $2837.47.The cash price for the car was $43656.00. Minus the trade in (****) it was $38956.00. The taxes and other fees brought it to $41822.33.The finance officer checked Deposit vs Down Payment on our car which made none of our money carry over.Also, if the negative equity was applied to the total due of $41822.33, how is the final price $49359.80?? (Mind you we gave them $5000.The negative equity was applied to the $41822.33 which gives you the final price of $49359.80.Wheres the $5000 we provided? A deposit wasnt warranted because we remained in the dealership the entire time and we brought our own financing.This was extremely deceptive and unwarranted. The intent of providing the $5000 was to minimize the financed amount. Im including all signed documents to this complaint.After attempting to express my frustration to the management team on 15 March, we were waved off as if we didnt understand the differences between a deposit and down payment. I want Toyota to complete our transaction as negotiated. Either give us back our $5000 or send our finance company a check. This is not an attempt to return the car at all, but an attempt for a Toyota to complete this transaction as discussed vs trying keep our money unnecessarily. The disappointing part is the business would have achieved the sale regardless (we were pre-financed). If I can help 1 person not experience this in the future, I will be ok with whatever the outcome is

  Customer response

  03/17/2023

  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,
  
  *******************************

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In December I took my 2018 Chrysler Pacifica in for a knocking noise when turning. It was discovered right lower control support arm was bad.This vehicle has only ***** miles. It was a month before I could get it back in. In late January they replaced it and van did fine for two weeks knocking came back but worst.Took it back in this past Thursday they kept me there 5 hours. Told me they had to special lock tight on the bolts. They do this then come tell me the knocking came back. They are at a lost cant find anything and the part is new they installed. I was told to take it to a dodge dealer maybe they will know. Well I did and the lower control arm has failed the dodge dealer found this in hour and a half.On the way to cedar park Toyota it popped but drove straight no pulling when braking. When I left there yesterday I had to hit the brakes the van jerked hard left enough it concerned me.Now that I know now and the van isnt really safe to drive really concerns **** have kids 5,3,2 I cant put them in this van. *** had lower a frame got out on me in the past lucky I wasnt driving highway speed there was no control.An over site on the techs part is concerning cause I work on planes and we have no room for over site and I would never send an unsafe or questionable plane out. I want to get out of this van but cant due to upside down in it and I feel totally unsafe and trust is gone for this dealership I feel they owe me

  

  Business response

  04/01/2023

  Customer purchased Chrysler Pacifica from ********************** in Feb 2021. Customer had some concerns and brought it to the service **** for diagnosis. Customer wanted to trade out of vehicle and sent in a lead on a new Sienna. A deposit is required for a Sienna with about a year wait time. Customer did not follow back up with salesperson and we believe customer has already traded their vehicle as they are not listed as the current owner. I have left a message for the customer to confirm but have not since heard back. 

  Customer response

  04/14/2023

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

*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. ↩