ComplaintsforShottenkirk Toyota San Antonio

• Initial Complaint

  09/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

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

  

  Business response

  09/11/2024

  Good morning to whom it may concern

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

  *** Boulos 

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

   

   

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  08/28/2024

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

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

  GM- Shottenkirk Toyota of San Antonio

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  

  Business response

  09/24/2024

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

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  

  Business response

  03/01/2024

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

  Customer response

  03/04/2024

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

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

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

  

  Business response

  03/06/2024

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

  Customer response

  03/06/2024

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

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my car May 2023- Brand New- 2023 Highlander. Our 4th vehicle purchased brand new from Alamo Toyota in the last 3 years. It has not driven right ever since I drove off the lot, I brought it up to a sales manager in person 2 days after purchasing... he did nothing... I made *********** ***** aware -- he has also told me he can't do anything to help. I have multiple videos of it acing up, surging forward, and not giving proper power when accelerating. I have brought it into service, multiple times, where they have been able to duplicate the concern. We have two small children, and fear driving in this car.. I have 7 pages of documentation stating mileage, date, and what happened. Toyota tech came and preformed TSB- I picked it up the next morning, and it did it again... Service advisor told me they could not help me anymore. I paid over 65k for this car, and this is absolutely dishonest, and taking advantage of me as a loyal client. I feel extremely unsafe driving the car. I have tried to speak to the general sales manager, and wrote on yelp, and ****** reviews, with no response from him. I went to trade the vehicle in 2 weeks ago- - and they told me it had an open recall deeming unsellable until part is available and recall is completed.It's a SAFETY RECALL WITH NO PARTS AVAILABLE.... I get dismissed calling Alamo as it has caused me a near accident (To be clear 3 times almost coming with in a inch of getting t boned, and having a gun pulled on me since it would not accelerate) ****** told me he remembered me, and he knows I have been having this issue since I purchased it. He didn't have the "power" to do anything. I have 12 years of automotive knowledge. I have tried to resolve multiple times, and been told they can't do anything- all I want to do is give the car back,- I attempted to do a buy back with Toyota ad they said it can't be done since the field service eng. said it was fixed. I am looking for someone to assist with this & make it right.

  

  Business response

  12/19/2023

  Alamo Toyota has had ********************* in twice for a few concerns on her new vehicle.  She has complained about both a loss and/or lack of power while accelerating from a stop and also about a rough shift at low speeds.  We initially test drove the vehicle during the first visit and were unable to duplicate her concerns during this visit and found no diagnostic codes or issues with the vehicle.  We created a case with Toyota documenting our lack of findings and had them review and advise.  On her second visit, ********************* had initiated a Lemon Law process with Toyota which requires an inspection by the regional Field Technical Specialist.  We were not able to duplicate the lack of power issue during his visit but did find a slight rough shift at lower speeds and were instructed to perform a software update for this issue and found the shifting issue to be much improved at lower speeds.  The vehicle is equipped with a Safety Sense System which will apply the brakes if the vehicle if given an acceleration command when the vehicle detects an eminent collision so it is possible in a couple of the scenarios it detected a cross traffic object moving into the path of the vehicle.  Again, we have not been able to reproduce this condition during either visit.  Toyota denied Lemon Law on the vehicle because of the lack of findings of mechanical failure but is willing to repair any issue were we able to duplicate the issue and find evidence of failure.  The recall that she refers to was released after the sale of the vehicle and could effect the vehicle if it is impacted in the front but should not be an issue otherwise.  Toyota has submitted this recall to NHTSA and will perform this recall as soon as parts are available.  We very much would like to help ********************* with this situation and value her business very much.  Alamo Toyota has taken every step possible to duplicate the issue and is willing to try and trade her out of the vehicle for fair value if she does not want to be in it.  Our General Sales Manager will be reaching out to her today to initiate this process if she is interested.  

  Customer response

  12/19/2023

  Complaint: 21027501
  
  I am rejecting this response because: The facts are not correct. I was the one who had to spend hours on the phone with Toyota to attempt to get a resolution. Yes they declined the buy back request because "the Toyota field service tech was able to fix the problem" in fact I told them that was not the case with in one hour of picking up the vehicle from the field service tech updating the PCM. 

  I am just so tired of telling this same story, and getting no where. I was told by a "high" ranking sales manager one day into me owning the vehicle- he couldn't do anything.... but didnt go and check with anyone...... ****** (sales manager), **** (sales manager) by my sales man (*****) and by the service manager they would be my advocate and see what they could do to get me out of the car.... and no one has actually given all the facts to the general sales manager. I emailed ***** the 7 page document that states the mileage on car, date, and what happened, and he told me he would bring it to his manager.... a few days later when he and I spoke he told me he got it to him, but could not actually answer me if the general sales manager had looked at my "case" I feel like I keep getting the run around, and Its not right.... ***** did tell me that the General sales manager can approve a deal where they give me what I paid for the car, so I am not taking the loss......  which begs to question why hasn't that  been done, if that is what I have been asking since day one. 

  I can 100% assure you it is not the brake assist you are referring to. I have 12 years of automotive (service advisor) experience including being a service Advisor WITH TOYOTA.  I am very technology savvy and know my way around a car.. I understand there were no codes present, I understand that can make it more difficult to diagnose, but just because there is not a code past or present, DOESN'T MEAN there is not an issue with the car. putting 5 miles on the car isn't going to always show your the problem. The traction control light came on when I was going to grocery store down the road..... (all city streets 10 min drive) the road was completely dry..... and every time I accelerated from a stop --- total of 6 times, the car would burn rubber..... but no code was present then either.... doesn't mean that there is not a problem.... thats my frustration I HAVE BEEN ABLE TO DUPLICATE THE CONCERN.... but no fix has been done --- THAT ACTUALLY FIXED THE *** when it comes to the lack of acceleration, and rough (manual like) shift while at low speeds. 

  If you are so sure the vehicle is operating as designed, with no issues. Buy it back for just what I paid for the vehicle. I am happy to purchase a new car thru you, as long as I don't take the hit on this- because I should not have to as this has been something I have been bringing up since day 1- (Again that is all I have been wanting since day one)

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

  

  Business response

  12/27/2023

  Alamo Toyota is currently in contact with the customer, and we are working with here to try and find a vehicle that she likes and will be happy with.  

• Initial Complaint

  01/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I spoke with a ***************** in June 2022. He was attempting to collect a payment and I advised him my credit report was showing my account was paid in full. He said it was not and refused to say anything further. I advised him I would not give another payment until I found out what was going on. He never called again nor did they attempt to repo the vehicle. A.T.C.C Incorporated had my current address and number. I left 3 messages to *************************** from, 1/18/23 to 1/19/23,and no call back was received. I then stopped by **************************** **** ***** on 1/19/23 at around 9:15-9:40, and spoke directly to *****************. He asked where the truck was and asked for my address. I advised him he had my address and then repeated the address to him. I again asked him about my account being reported as paid in full and he said it wasn't, but did not or could not explain why it does not show on my current credit report as me owing monies. I also asked him why no payments were reported to the credit agencies since early 2021. No answer was given again. He was short on words and said he was going to have a tow truck pick it up. I advised him I knew something was not right and they were doing something crooked and I would find what that was. He left back to his office. I then asked the receptionist to contact him as I wanted a copy of the report he was showing me with the amount owing and all the payments given. The truck was wrecked and deemed totalled. I need them to release my title so payment can be made for my loss. The carlot I purchased the vehicle from is no longer in business and they continue to use that address as the business mailing address(**********************************************). ************** also ran an inquiry on my credit today, 1/19/2023, without my authorization. A.T.C.C Incorporated now goes under A.T.C.C. ****

  

  Business response

  01/25/2023

  ** February ******************* was 41 days past due and the vehicle was on the repo list.  ** April of 2022 she made payment to her account which would be the last payment we received from her.  We attempted to contact her to verify the address and discuss payment in May of 2022 however the customer declined to provide ** with an address as well as we did not receive payment.  We made a call to the customer on June 1st *************) to collect payment since the account has continued to be past due.  We could not begin the repossession process at this time because we did not have an updated address; however it has stayed in our system as a skip. 
  
  In January we were contacted by ******************* that she needed her title and Mr ***************** advised her there was a balance on the account.  She mentioned at this time that the vehicle was involved in an accident and advised ** that her credit report was showing a zero balance. ************* immediately contacted the credit bureau and confirmed with them there was an error with the reporting.  We made the needed requests to get this updated. 
  
  On January 24th we received a call from Farmers Ins asking ** for a payoff amount since the vehicle was deemed a total loss.  We have provided them with the information requested and will wait to receive the payout amount.   

  Customer response

  01/25/2023

  Complaint: 18840176
  
  I am rejecting this response because:
  
  Regards, ************** is lying. I NEVER told him the truck had been wrecked. He knew my address and phone number.  It's always been added into my insurance as the lien holder. I can pull past insurance docs as well. Only they can report to the credit department as paid in full. The address they added to the new report they reported is not the location the truck was purchased either. They need to be investigated for bankruptcy or having received money from the government during the covid pandemic. Their new report also shows no payments from September 2022 through all of 2022. Their report states my last payment was April 2022. He was aware I was not going to pay due to the report stating it was PAID IN FULL. I sent a report from 1/19/23 of my credit report and then they changed it again showing I owe money.  They are not honest and fraudulent. 
  
  ***************************

  

  Business response

  01/26/2023

  Moving forward there is nothing more for Alamo Toyota ****************** to do on this account, as our understanding of the events is completely inconsistent with the clients allegations.

   

  Best regards,

   

   *********************

  General Manager

   

  Customer response

  01/26/2023

  Complaint: 18840176
  
  I am rejecting this response because: They are lying. I am attaching proof of my insurance with them as the ********************* and my current address.  I also spoke directly to Mr. ***************** and gave him the address verbally over the phone. 
  
  Regards,
  
  ***************************

• Initial Complaint

  12/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Alamo Toyota conducted a credit check after we agreed not to purchase a vehicle and after I had already left the establishment.

  

  Business response

  01/11/2023

  Thank you *******.

   

  We do have a credit file for that individual dated 11/11/2022. The customer was here in store and did complete a credit application. Proper identification was provided from the customer as well as their signed application requesting their credit be used in determining potential interest rates and terms. The customer also signed the privacy notice which discusses this type of use of personal information.

   

  The letter she received was sent in compliance with the **** requirements. If the customer would like to receive copies of what she signed, we will be happy to provide them to her.

   

  As ****************** was not on the application and his credit file was not accessed, we will only release this information to the customer that initiated the credit inquiry.

   

  Best regards,

   

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

  Customer response

  01/11/2023

  Complaint: 18540320
  
  I am rejecting this response because:  (1) Alamo Toyota requires these forms to be signed BEFORE ANY negotiations in purchasing a future car (we were looking at ordering a car, not purchasing a car on the lot); (2) all parties agreed the credit would not be ran unless we found a vehicle (they were requiring $10K down in which we told them NO and ended any additional negotiations) ; (3) the credit check was ran AFTER we left the building and ended all negotiations; and (4)  We were told the credit application would NOT be ran at anytime unless we agreed on a vehicle and price (we declined to pay $10K down payment for a future vehicle).  

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

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