Complaints

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 13, 2024 I purchased a new vehicle from the dealership. I agree with other comments made to BBB about the dishonesty and tactics of the staff.Throughout the entire purchase experience I was told one thing and then another. My salesperson was not knowledgeable (maybe new to the job) and the finance manager was involved in all aspects of the negotiations. I paid cash. My issue is specifically regarding the $2251 I paid for extended warranties: 1. The maintenance plan overlaps the new car existing factory warranty instead of activating when those factory warranties end. 2. The Select Premier coverage. If I cancel these now, the refund is prorated for a loss of $300+ on my part. I would not have purchased if these were properly explained to me.All of the paperwork has incorrect initial mileage documented (5 miles). I bought the vehicle out of the show room only to learn after purchase that it had 200 or so miles. Immediately following the purchase I attempted to ask questions and clarify several things with my salesperson and the finance manager but was either ignored or told it wasnt as I remembered. I tried to call and email the ** of the dealership to no avail. I did speak with his assistant at one point who helped me with a parts ******** totality I feel like the staff at the dealership is dishonest with no interest in building a relationship with their customers. I wont return and would not recommend. Shout out to ****** for spoiling me on what the buying and service experience should look like.

  Business response

  01/03/2025

  Every time we have reached out to the customer for a call back the phone goes straight to voicemail. She needs to unblock the stores number. If she want's to cancel the coverage with no prorated adjustment I would be happy to assist with that.

• Initial Complaint

  10/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My name is **** ******. I am in the process of purchasing a vehicle from ShottenKirk Toyota in Granbury. I am having a disappointing experience and am hoping you can ********* customer number is *****. On **/** I traded in my Tesla Model S for $48,818 and added $5,000 to purchase a Land Cruiser. I financed the remaining balance of $19,865. The Land Cruiser is supposed to arrive early November. On 10/22 I told the ** that I would like to purchase a Tundra instead. They located the exact build I requested, and it came out to roughly $78K I simply want to swap the Land Cruiser for the Tundra, and finance the remaining balance. They refused. My expectation is that I would have a credit of $48,818 from the Tesla, plus the $5,000 cash I put down, plus the $19,865 from the loan payoff. I should have a credit of $73,683 which would be applied to the Tundra TRD Pro. Instead they are trying to trade in the Land Cruiser, which I do not have in my possession, and give me $66K credit towards the Tundra. They want me to lose $7,683 on a car I never received. This does not seem right to me. I would rather reverse the trade-in and be refunded if they cannot apply the $73,683 to the Tundra.

  Business response

  10/23/2024

  We are not will to give the customer a trade value of more than he paid for the vehicle originally. He is welcome to trade the unit back in but he still has to pay taxes on the difference of the new Tundra he trades for.

  Customer response

  10/23/2024

  Complaint: 22462361
  
  I am rejecting this response because:

  Dealer offered $66K trade-in for a vehicle I have not received yet. Paperwork shows I paid $71,721.00 before taxes (image attached). The adjusted total should be Tundra minus $71,721, plus taxes on the difference.

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

  Business response

  10/24/2024

  This is incorrect. We offered $69,000 for the Land Cruiser to be traded back in. 

  Customer response

  10/24/2024

  Complaint: 22462361
  
  I am rejecting this response because:

  please note this a different deal than what was originally offered. At this time I believe this dealership is unethical and I do not want to do business with them. Screenshot attached. 
  
  Regards,
  
  **** ******

  Business response

  10/25/2024

  The customer was offered a reasonable solution to trade the vehicle he bought in for the truck he now wants. The customer got buyers remorse days after his purchase and wanted to undo his transaction on the Land Cruiser and buy a TRD Tundra. The dealership and the customer signed all legal binding documents on the original transaction. There was nothing unethical about the transaction. We offered a solution to the customer which was to trade the vehicle he bought and we offered him $2,000 less than the **** as a trade value. The offer to trade still stands.

• Initial Complaint

  09/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A vehicle was advertised online at ***** miles on 24th sep 2024. I went in to close the deal. after signing the contract when i took the delivery i noticed the car has more than ***** miles. i immediately notified one of the sales *** who was closing the facility but he said this is normal as our customers drive these as backup cars. i reminded him that ***** is what i paid for and it is what is on the odometer form. i again called in the morning and i was told to bring the car back and take back you trade in instead of adjusting the price.

  Business response

  09/26/2024

  ******* was disclosed at time of sale. Finance manager did not correct paperwork. We offered to correct paperwork for the customer and we offered to unwind the sale and give customer pack their trade. We have already discounted the car below the original online price that the customer originally agreed to. The offer still stands to correct paperwork or unwind transaction until end of day 9/26/2024. After that we will recondition customers trade and no longer offer to unwind transaction. 

  Customer response

  09/27/2024

  Complaint: 22340566
  
  I am rejecting this response because the facility never disclosed actual mileage. I understand the error on the part of finance manager but was the online advert also wrong. I don't want to unwind the deal. I would like for the price to be adjusted. 
  
  Regards,
  
  **** ****

  Business response

  10/01/2024

  The price was already discounted. We are not discounting the car any further.

  Customer response

  10/02/2024

  Complaint: 22340566
  
  I am rejecting this response and I have reached out to DMV for this dealer running shady practices. 
  
  Regards,
  
  **** ****

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a used 2022 Highlander from Granbury Shottenkirk in June of 2024. While we were test driving it, a warning light came on for a problem with the *** and cruise control. Part of the agreement upon purchasing was that they would repair this problem. I have had my car in for service 4 different times, and the problem has not been resolved. I keep getting excuses such as they need more time to evaluate or a technician that can handle it is on vacation. After leaving it with them for two solid days, the warning lights came on again within an hour of getting it. This is our only vehicle, and am getting nowhere with Toyota

  Business response

  07/29/2024

  Customer is coming in on Tuesday and will be given a loaner vehicle to drive while we diagnose this issue. 

• Initial Complaint

  07/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Me and my husband purchased a truck from shottenkirk in 2022. We went to trade it in and were told the vehicle is from ****** so no one will accept the truck. We were never informed of this, or we wouldnt have purchased this truck. *** called the dmv to notify them and they have no record of the truck until 2021, the truck is a 2017 model. *** tried reaching out to the dealership several times with no success. They will not return my calls so that we can figure this situation out. I feel they should be held accountable for selling foreign vehicles with out disclosing that information to the customer.

  Business response

  07/12/2024

  The truck has a bond released date of 5/27/2021 by the US **** of *************** We acquired and the truck 7/21/2022 and sold the truck 8/22/2022 with a Texas title. This would not cause any issue in trading in the truck. 

  Customer response

  07/15/2024

  Complaint: 21982090
  
  I am rejecting this response because: I have went to several different car dealerships to try to get rid of the truck, and none of them will accept the truck. They all state that since the truck is from ****** there is no record of the truck from 2017-2021. We should have been made aware of the origin of the vehicle before the purchase so we could have been aware of the difficulties of trading in would be. If we would have know we wouldnt have purchased the truck, which is why they didnt disclose that information. It would have been harder for shottenkirk to get rid of the truck if they notified the customer.which is what we are now going through trying to get rid of it. 
  
  Regards,
  
  *****************************

  Business response

  07/16/2024

  We will have someone from the store reach out in regards to trading the truck in. The fact that *******+ miles has been put on the truck in 2 years will present a challenge though.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I schedule a appointment about 4 hours in advance to look at a tesla. When I came to look at the tesla after ***** mins of waiting ***** told me they couldnt get in car. After another ***** mins Hatty said the battery was dead that is why they couldnt get into car. ***** then told me they have the car on charger. I decided to get lunch while it charged. When I left I notice the tesla was still in the same place and not on the charger. I gave them benefit of doubt that they was working on it and went ahead and got lunch. I came back ************************************************************* the same spot. I told Hatty what I notice and she stated that they did charge it. I again gave benefit of doubt that they did maybe charge it some. After going in the back for about 8 mins Hatty came out and stated the car was not charged but is working on it. I decided to keep waiting to see if it can get resolved. Finally the manager got involved and stated he is sorry for ***** giving false information and he had to say something to her for not telling the truth several times in the past. He then stated we can go over financing options while they try and figure out the charging. After showing the financing options the car went from $35,814 to 42k. He stated the reason for the price is because of $3,000 worth of add ons. I asked if I could take these products off, he stated I cannot take these products off and they are mandatory. I decided it is now time to leave because idk the reason they did not want to provide good service. I drove 2 1/2 to this dealership and was stayed over two hours trying to get the tesla I came for but it was a blank mission. I would recommend take service elsewhere.

  Business response

  01/03/2024

  All adds presented to customer on our pricing worksheet are optional such as LoJack and window tint. The battery on the Tesla died completely and we did not have enough techs staffed late that evening to pull them off customer cars in service. There was no way for anyone on the sales staff to get into the Tesla with the battery being dead. We are sorry for the trip you made up and are willing to reimburse fuel cost for your trip.  

• Initial Complaint

  08/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a 2022 Toyota Highlander from Shottenkirk Toyota Granbury January 29th, 2022. Upon purchase, I was told by ******, in finance, if I paid monthly for the premier coverage plan I would secure a ****% interest rate. ****** informed me I could cancel the premier coverage plan at any time and collect a rebate check for difference in repairs while still maintaining the secured ****% interest rate. In this case, there were no repairs, as the service department told me at my repair appointment the crack in the windshield and scratches to the vehicle didnt fall under the premier coverage plan I am paying monthly for. *** made at least half a dozen calls intermittently over the last year attempting to cancel the premier coverage and collect a rebate check. I have been sent to voicemail each time and have asked if they cant help me, to please direct me to someone who can. None of my calls have been returned. I have even attempted to talk in person at my scheduled routine service appointment on June 16th at 8:15AM. I was told no one in finance was available. As a last ditch effort, I called August 9th and received no response to my message. This dealership has made it very clear they have no interest in helping customers outside of purchase.

  Business response

  08/16/2023

  I am very sorry to hear this. ***** will be calling you in a few minutes to get this cancelled for you. 

  Customer response

  08/16/2023

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

• Initial Complaint

  03/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Shottenkirk Toyota Granbury has falsely represented the sale price of numerous vehicles, not limited to, but to include a Used 2019 Toyota Camry SE w/ Audio Package Used 2019 Toyota Camry SE w/ Audio Package for the listed sale price of $21,945, yet refused to sell the vehicle at this price plus the allowable TTL. Although I called twice to inquire about additional details, there was no full-disclosure about additional fees until I drove in excess of an hour to purchase the vehicle for the listed price, plus TTL. The sites where the marketing is unethical & not providing full disclosure are as follows: ******************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** ******************************************************************************************************************************** contact me regarding the dealership being held to the standard of honoring the listed price &/or removing all false advertisements from the various sites.*************************, ************ ***********************************************************

  Business response

  03/30/2023

  We told the customer upfront before driving from a different city that we have dealer fees. We price our cars just like all our surrounding competitors do with dealer ads. We have it listed on our dealership website under pricing details on all vehicles.

  ** Due to current market volatility, we are pricing our vehicles immediately following acquisition. All vehicles will be reconditioned and made ready for sale. Price will be the advertised price plus, TT&L, Registration, and $150.00 dealer documentation fee, any other fees or charges that are allowed or prescribed by law. Any quoted financing terms are subject to final lender approval and are only estimates.
  **Under ****** miles will receive a 6 month/6,000 miles powertrain warranty. Vehicles over 97,001-119,999 will receive a 3-month/3000 miles powertrain warranty. No coverage on vehicles over ******* miles. **** restrictions apply; please call us for a copy of the contract for specific information. Certain restrictions may apply. See dealer for details.
  

  Customer response

  04/06/2023

  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

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/10/2023 I treated my 2022 Toyota Camry Hybrid for a 2018 Jeep Wrangler Unlimited from this dealership after my wife only driving it only 2 days we where having issues blinds spots where not working the lights on the running board where also not working but the most importen one was it was just no driving right it would start to shake a lot when going more then 55MPH and it would get worst if the road was bumpy it felt like it would pull you to the side so we call the service department to take it in when i was one the phone with the adviser he told me my jeep had a stabilizer recalled so maybe that could be what was causing all The shaking and pulling when we get there to drop it off they tell me to take it next door to the dodge Chrysler jeep dealership since they where the ones that where going to do the recalled so i do the service guy come out and tell me they cant do anything there because even though my jeep still has the manufacture stabilizer on it also has a additional aftermarket one on and that my tires where in horrible none safety conditions because the thread of them where all uneven and all this issues being resulted from the stabilizer problem so he tells me to take it back to Toyota and have them take to RECON wish is where they take all off there modified cars to get fixed so i take it back and leave it for 4 days i called to see what was going and they tell me that the jeep is in perfect conditions and that it has no issues so i go to pick it up and tell them to go drive it with me so the could see how bad it would pull and shake wish they did and said that there was nothing else the could do to it so i ask for the inspection report and alignment report after a couple of hours he comed back and tell me they didn't do a alignment on it and that They did not have the inspection report so i leave and go to 4WP and LRM 2 different shops and the both tell me that my jeep is in none saftey condition also like i already was told by the guy at the dodge dealership they all told me the same thing that the stabilizer had to be replace that it had made so much damage to all 4 tires causing theme to have a really bad uneven thread and making them not safety to drive and that all 4 tires need to be replace all quoted me between ***** to ***** to fix the problem's i has having so i send all this information to the manager in the service department from Toyota just to be told that the general manager said they wouldn't take care of it so i go to the dealership and ask to speak to the general manager wish he never came out and try to speak or hear me or for him to explain or offer me a solution to the problem instead he only sent his sale manager tell me they wouldn't do anything about it while he sat in the back laughing playing with a ball and talking to the other sale persones that where there and that i was on my luck basically not to mention they add on my contract a extender warrant and a tire and wheel warranty Don't know for what if not of that covers the issues im having right now supposedly them the tires warranty Don't apply because the tires are in a condition to damage so i was like so why would you sell me a warranty to some tires that you knew where already in really damage conditions to what he couldn't answer me nothing they Don't care about their customer they only want to sell that they don't even check or inspect there cars to make sure they are in good and safety conditions before they put them on the lot or if they do know then they just DONT CARE!! here iam now having to pay ***** to fix this jeep something they should be responsible for because they sold it to me like that having issues already on it and they knew about it and wont take responsibility for it and fix it after i only have had it for ONLY 18'days wish 4 of them it was in there service department so i would run away from this dealership and not recommend it to no one they are some ******* people

  Business response

  03/06/2023

  Customer originally came to the store wanting us to pay a $4k shop bill from a 3rd party shop stating the aftermarket running board lights were not working, the blind spot monitor wasn't working and tires were causing a vibration. The Jeep has 14" wide wheels which no matter how many times you balance them there will always be a vibration. The Jeep is lifted past factory height and specs which will cause the blind spot monitors to not work 100% of the time. We offered to trade the customer out and into a stock Jeep since all their issues with the Jeep are going to be issues with any Jeep with aftermarket accessories. They didn't like that offer and chose to yell scream and cuss at my employees on the showroom. They also told every customer in my showroom to buy else where. They are unreasonable and went out of their way to disturb our business. We have offered to trade them out and after the way they have acted in our store is the only thing we are still willing to offer. 

• Initial Complaint

  02/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a used car online from this dealership on 1/31/2023. I signed the paperwork on 1/31 and was promised to have the vehicle delivered to me two days later. It took the dealership 6 days to get me the vehicle. I was promised that a copy of the final contract package would be emailed to me the day after the car was delivered. It took over 9 days to receive this paperwork via email. It took numerous calls to the dealership to get this paperwork as no one would talk to me. When I finally received the paperwork, I realized just how much I had been taken advantage of. I was quoted $420 for a 36 month powertrain warranty or $435 for a 5 year/60,000 powertrain warranty. I clarified several time with *********************** on price and what was covered as this warranty seemed too good to be true. I had never purchased a warranty before, so I asked a lot of questions. He assured me the price was correct, so I added the 5 year $435 warranty. When I finally got the paperwork, I saw that I was charged $4,000 for the warranty, and I didnt realize it when I was signing the paperwork because it was titled something differently on the contract. I know that I signed the contract, but I trusted that the contract was based on what the dealership has sold me. Its shocking that they would charge me $4,000 for a warranty that they assured me was $435. *** tried to get answers, but they refuse to work with me. Buying a car is never easy and buying a car online takes that to the next level. Shottenkirk took advantage of this to make more money off of me.

  Business response

  02/21/2023

  The dealership was closed January 30th at 5pm until Thursday February 2nd due to the winter storm that came through. Unfortunately, this was out of our control. The salesperson walked around the vehicle when it was delivered to the customer and everything was fine. Days later the customer asked for touch up paint which we can not mail do to be a hazardous material. We offered to reimburse the customer for it if they purchase from their local dealer. We also paid a toll bill today for this customer sent us today. If the customer doesn't want the service contract they purchased we are more than happy to cancel it for them.

  Customer response

  02/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I would like the dealership to cancel $4,000 powertrain warranty as they offered including any applicable interest.  I would like the sales contract to be revised to reflect these changes. 

  
  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. ↩