Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Toyota McKinney charged me 200$ on diagnostic for tpms valve did not authorize I only authorized for a tire rotation and a quote on a part

  

  Business response

  01/24/2025

  Thank you for reaching out to us and expressing your concerns with the services you received. According to our Service manager, he has since contacted you and initiated a refund for the diagnostic fee you were charged. From the information on hand, your vehicle was repaired at another facility and the light had been on since then. We appreciate you bringing this to our attention so we can ensure our future customer experiences exceed their expectations. 

  Thank you, 

  **** *****
  General Manager 
  

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Set an appointment to get the factory required ****** mile maintenance which is priced $239.80. This is also what I told them I wanted when I arrived. However, at checkout, I was charged $760.15 which is 3 times what I agreed to.

  

  Business response

  11/21/2024

  Mr. ****,
  Thank you for reaching out with your concerns about the charges during your service visit. We want all our clients to have a wonderful experience while visiting our service department and it seems that did not happen here. With our processes in place, any work done to a customer vehicle would require prior authorization including any additional work suggested. It would surprise me if something like this occurred, but we will investigate this and do our best to clear up your concern. Please expect a call from either me or our service director. 

  Thank you,
  **** *****
  General Manager
  Pat Lobb Toyota of McKinney 

   

• Initial Complaint

  10/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used toyota 2021 RAV4,09/06/2024 with ****** miles.The sales person a nice gentalman *** ******* SAID ABOUT TRANSFER WARRENTY DETAILS.I was told the service had done all 30kmiles service.Yesterday 10/11/24 mechanic i hired to check the spark plugs1 and found they were old at the time when original car was bought.I had to spend$95.32and labor. Today i spoke(10/12/24 ) to Mr *** around1:00pm and he said as needed was done.Come on monday as the ****** was closing.

  

  Business response

  10/29/2024

   Thank you for contacting us through the BBB to address your concern. Our vehicles do go through an extensive review in our service department to address any necessary repairs. After looking up the vin on your Rav4, Toyota suggests changing the spark plugs at ******* miles. You will find a voicemail from me so please give me a call at your convenience. I am sure we can find you a resolution.
  **** *****
  General Manager
  ************ 

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a pre-owned vehicle on April 8, 2024. Was notified that my license plates are available and confirmed the address for mailing. By May 8, 2024, I notified *************** Toyota that I did not receive the plates. On the same date, I received a phone call from a person residing in ****** who received paperwork, including personal monetary receipts for the title and purchase of my vehicle in error. The person confirmed that my license plates were not included in the misdirected mail. I telephoned *************** Toyota to inform them and was told that the plates were being reissued. On or around May 22, 2024, I called *************** Toyota to inform them that I am still waiting for my plates. I was told to expect a call on May 24, 2024. I never received a call. On June 4, 2024, I spoke with *********************, ************ who could not provide me with the information regarding the status of the plates. He - like the other employees at this dealership - told me that he needed time to review the matter.

  Customer response

  06/05/2024

  Problem has been resolved

• Initial Complaint

  01/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a used vehicle January 20th ****. The seller did not disclose damage to vehicle noted in Carfax (had ** sign a form reassuring it was fine to find out later it wasn't), prior use of the vehicle (did not disclose vehicle was a rental/fleet vehicle), and has duplication of warranties sold that were not displayed and made mandatory in part of their dealership package. The dealership was unwilling to adjust the sale price of the vehicle despite the deception that I have contacted them numerous times about. They also told us we would be getting $4k for our trade but did not note that anywhere in the paperwork and bought the car for 3k which we found out later when reviewing the details of the sale.

  

  Business response

  01/30/2024

  ******** says we didn't disclose that the vehicle had minor damage reported and that it was a previous rental. He signed the CarFax form right next to where both are disclosed. He also said we gave him the wrong amount for his trade, but he signed 2 buyers orders that show $3,000 which is the correct amount. He started this because he said his insurance company said his insurance MIGHT go up $15 per month due to the vehicle having previous minor damage and being a previous rental. We cut the customer a $750 check to cover the POSSIBLE increase in insurance out of good will. We have a worksheet and final buyers order with his signature on them showing the $3,000 trade allowance, not $4,000 that shows nowhere in any paperwork. Customer is spreading bad reviews everywhere he can and has been very rude to my managers who have done nothing wrong.

  Customer response

  01/30/2024

  I have reviewed the business response and accept the compensation that has been sent.

  A little ownership of needing to do better for your customers goes a long way and I would not have made so many negative reviews or been rude had my responses been responded to, had you not been so condescending in your communication, had you acknowledged that how the paperwork was signed could have been handled better or explained more thoroughly. It would have been better had your warranties been posted and provided for the used car, had we received a break down of what extra fees were being attached to our sale (I still have nothing in writing about the dealership package for used cars and have been sent the new car package twice which we did not receive), and had you been upfront about selling us a rental car even though I specifically asked for a vehicle that was new or close to new. It would have gone a long way and saying you did nothing wrong is not true and unacceptable. 

  

  Business response

  01/31/2024

  I apologize if the customer did not understand all the paperwork that he signed. I attached a copy of the CarFax that shows Minor damage at the top and previous rental history on the right side of the form. We even have this customers sign this to prove we disclosed it. His signature is on it. I also attached a copy of the buyer's order showing $3,000 trade allowance and it also has his signature on it. After the sale the customer complained about his insurance and we have cut and mailed $750 to the customer a week later as goodwill. I have spoken to all my employees involved about this complaint. I wasn't involved but we tried to make it right with the $750 check. Thanks *********************** GM 

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  During the oil change service on12-09-23, the technician (*****) recommended to replace the cabin air filter, which I said OK (I know it's over priced at the dealership, but I was OK with that, although he never told me how much it would be - it ended being $22, while they cost $6 at Amazon, but that's OK.) However, he never asked me if I would be OK to pay extra for labor to install this cabin air filter. After the job, the technician charged me $37.96 in extra labor, in addition to the $32.95 for the whole service, just to replace the cabin filter which took him like 5 seconds (I was there in the truck with him, I saw everything). That is about $136,610 per hour!!! Even ***** or ***** don't make that much $$! (contrary to what is written on my statement - I did NOT approve $37.96 in extra labor to install the cabin filter, I could have done it myself, 5 seconds to change it through the glove compartment inside the cabin! - it was my understanding that these 5 seconds were included in the general labor for the whole service, since this was also part of the service. At any point I was asked if I wanted to pay $38 to replace the cabin air filter - if I was asked, I would have say no, I can do it myself).Moreover, I was charged for a replacement engine filter, I was there too and witnessed everything, the technician removed the engine filter, shook it off for 3 seconds, and reinstalled my old filter in my engine. Although I was charged for a new one, I did not receive a new filter! I was disputing the extra $37.96 in labor, since there was no extra labor and I never approved this charge with the dealer/manager who ignored my request. It's illegal to not ask me first for my approval for these extra $37.98, to charge me anyway, (and WAY TOO MUCH for a 5 seconds easy job!) and to ignore my complaint.Thank you for your understanding.V/********************************

  

  Business response

  12/19/2023

  I've attached a copy of the repair order to this complaint. The customer asked for an oil change and a state inspection when he came in. The advisor asked him if he want the air filter replaced and he said yes.

  We also did a Multi Point Inspection to make sure there was not any other urgent issues that needed addressed. The service he got even included a Coupon Discount of $12.99. The oil Filter is not like the old canister ones, it a sleeve type factory filter that goes into the canister. So when the Tech took the canister off and removed the old sleeve and then shook the canister to make sure there was no excess oil on it. He then put the new sleeve filter on it and put it back on the car. The customer could have asked how much the Cabin Air Filter was but did not. You also can't find a Toyota Factory Cabin Air filter on Amazon for $ 6. If strange that we did a ********************* Change and a Cabin Air Filter all for only $174.37, but the customer wants $ ****** back. That makes no sense. 

  Customer response

  12/19/2023

  I am rejecting this response because:   

  I don't know if strictly on the legal side, it's legal or not to charge almost $38 for a 5 seconds job, but what I am arguing here it's that I was never told, before the job was completed,  it would cost me $38 extra to take 5 seconds to install the cabin air filter in the glove compartment, nor I was ever asked, before the job was done, if I was OK and if I agreed to pay an extra $38 for that.  If I would have asked if I was OK to proceed with this installation, I would have said "no, thanks, I can do it myself".

  On another note, I was charged for a new oil filter when I witnessed the technician taking out the old filter, shake it for 3 seconds, and replace it under the hood, while charging me for a brand new filter, when a new one was NOT installed.

   

  Thank you.

   

  

  Business response

  12/20/2023

  As I stated in the last reply, here is what a Toyota oil filter looks like, not like the old canisters. We just replace the filter itself. He just shook off the old filter to put the new one on. I will however mail you a check for $ 38 out of customer goodwill though. Next time you're in we would be happy to show you how the oil filters get replaced so you'll understand better. Thanks *********************** GM Toyota of McKinney

  Customer response

  12/20/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Manager ***** called me in regards to a recall issue #************ on a sienna sliding door. Stated that he would meet me at 7am to handle the concern. That morning he was no where to be found. *****, service advisor and his tech ****, proceeded to tell me that the motor failed and needs to be replaced on the sliding door. When i explained to them that when you clear the code the door works fine, and motor works, **** stated that i don't understand how todays cars work. ***** then told me i need to new control arms, alignment and a new timing cover, all to cost nearly ****!!!! ************* was just done recently, two what is the evidence that there is an issue with the control arms he could not provide and three why is a new timing cover needed i have never seen an oil leak with this vehicle. Its is garaged i would know if it leaks oil. Then he has the nerve to tell me i need new tires. ******, i just bought them from discount tires. its a 60k tire and it just has 20k on it. How can a repair shop be so incredibly dishonest. Really shocked.

  

  Business response

  09/06/2023

  I am the General Manager of Toyota of McKinney and have done a complete investigation on this complaint. His Sienna has ******* miles on it and the sliding door recall was done correctly in 2017. We inspected the vehicle and reset the codes to the sliding door. Upon inspection of the vehicle based on mileage and condition we did recommend a lot of work that *** cause more issues in the future if he plans on keeping the vehicle for a long time. We have no record of him doing an alignment in the Toyota system since he did it somewhere beside a Toyota dealership. In our history with this customer we have done quite a few Goodwill repairs that he has never paid for also. Please note that Toyota Corporate does not own or run our dealership so they would just forward the complaint to me. They customer did not pay any money to use for the visit he just made on 8/31/2023.

  Customer response

  09/06/2023

  I am rejecting this response because:   Sorry but the ** statement is not correct.  Recall repair was not done correctly at ***************** as Toyota Corporate sent ** to ************************* Toyota to get the repairs done.   Since then we have been experiencing off and on issue with this Door.  When the vehicle was last seen at caliber collision they found that there was an issue with the wire, and believe that the issue stems from the harness that was replaced during the recall.  

  The focus on this is whether or not the recall repairs were done correctly not any other issue.  *************** was too focused on age of my vehicle and how much potential money they could potentially make off me.  Again, ** promised he would meet with me, they claimed the motor on the door failed but each time the code was cleared the motor on the sliding door works fine for a small period of time.  Thus the motor still works. I request Toyota Corporate to resolve this.  

  

  Business response

  09/07/2023

  Toyota Corporate is aware of this complaint and will respond. This is out of our hands now.

  Customer response

  09/07/2023

  I am rejecting this response because:   The issue was not resolved by this business. Toyota corporate directed me to ***************** Toyota McKinney. They failed to address the true recall issue.  Thus the reason for the complaint. 

• Initial Complaint

  04/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Im filing this complain on toyota financial and the Toyota of McKinney . Both gave false statements on the status of my Toyota 4Runner. I was told payments could not be made because the account was closing, and the check for the car would be sent over. Now the end of March Im getting calls because there is a missed payment on my account and now I have to go for the next month because Toyota financial did not accept my payments and the Toyota of McKinney did not send the check. The contract has been made since the beginning of March. When trying to make the payment, it did not let me and I was insured by both parties that I did not have to make any payments as the car was already in contract. Now Im going to get charged penalty fees and have a dent in my credit report because of these companies. When trying to resolve these issues, they acted like children and kept placing blame on each other, rather than trying to fix the situation. Both parties did not hear me out or offer any type of compensation. They both messed up because they couldnt coordinate what needed to be done and now the clients me the customer is getting fines and penalized for actions that they committed. Im filing this complaint for Toyota financial& file another one with Toyota of McKinney. Because both are to blame, I did my parts I called I attempted to make the payments. I had the money to pay the car. They did not accept it and they blocked me from making the payment online and over the phone and was told by both of these companies that I was covered and I was fine and come to find out a month later Im having to waste my time and call these companies to figure out a resolution. The fact that I spent two days on this, trying to collect information and making calls and filing complaints and now doing this for something that they shouldve resolved. Not to mention how dismissive the financial advisor at Toyota of McKinney was and how rude the lady from Toyota financial was.

  

  Business response

  04/11/2023

  I spoke to the customer and the problem was we sent a check to payoff the vehicle but it was short $66, so I told her we would pay it today and it wont effect her credit score. She has my contact if she needs to reach out again. Thanks

• Initial Complaint

  02/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Deceptive high pressure sales tactics used when purchasing my 2023 Tundra from ******************* at ***************** Toyota. Some of their employees have excellent customer service but don't tell you that you will pay an extra $3,000 for it. ***** told me that their dealership "does not charge over ****" and the main reason why I went through with the purchase. I was also told "a catalytic converter cover was included" but never explained the *** cost. He stated that the vehicle would be sold if I did not buy that day and was rushed to agree to a higher down payment ($10,000) to reduce my monthly payments (which was not reduced). Once in financing due to the other add on's it was not clear which cost were add ons and which were included in the final purchase. He refused to ask the manager again for any further discounts on the final purchase price. I originally told ************ would not pay over **** and was under the impression I was not paying more. I asked for a lower than **** ***** and he told me the best he could do is $1000 off what I thought was the **** ***** but ended up finding out after the purchase from the ** that it was not. The **** was $62,920 and I did not notice until reviewing my paper work 2.5 months later 2/18/23 that the final taxable sale amount was inflated to $66,253 due to a dealer protection pac for $1995 and an $1100 ************ warranty that I requested to be removed 2/18/23. The ** said "it includes tint and wheel locks" "the original amount of *** is $3,000 so he must have taken the $,1000 off the dealer protection pac" ***** did not disclose during my original purchase nor did I see this clearly visible on the truck next to an **** sticker which other dealerships display. The ** denies that it may not have been listed on the truck when I told him I did not see it. I have pictures of the truck on the lot before purchasing which was not clearly displayed. It was only presented after I went to the dealership 2.5 months later on a paper copy after I explained my concern to the manager but was not described in the bill of sale. I asked to speak to the manager and I told him my concern that the financed / final price I noticed was $66k and not the **** of $62,920. He then said he would like to look at the paperwork and after 1.5 hours waiting to speak with a manager was presented a paper copy of this *** description of the line item that was not present in any of my original paperwork the day the truck was sold to me by *****. After researching I saw that this practice is a common dealer scam. The only add on he told me about was the cargo extender (which is included in the ****). I mentioned high theft rates for catalytic converter covers as a concern which he said is installed on every truck but when I went home and looked underneath there was not even one installed and I had to go back to explain to their service department (since ***** was unresponsive after the sale) and have it put on later. ***** did not respond to any of my request after the initial bait and switch sales tactic he provided me with. This dealership does not ensure all work is completed when they say it is and claim that a sticker on the truck is their to explain the dealer protection pac when I did not see one present on the truck or given to me with my other paperwork during my initial purchase. ***** did not even explain the *** to me during the sale. I have all my paperwork and **** sticker but no paper work explaining the itemized cost of the dealer protection pac or what it includes. The ** claims the *** includes ************* and is already installed but when I told financing I did not need it, they just denied the ************* service although it seems I already paid for it as part of the *** based on the explanation the ** gave me after the sale 2.5 months later. At this point with the ** refusing to refund the *** amount because I did not realize sooner either before signing and to make matters worse he said he would have given me a refund if I noticed less than a month later instead of now after only 2.5 months which is less than 90 days.

  

  Business response

  02/20/2023

  The customer came in this past Saturday and *********************** went through all the paperwork he signed showing that the dealer adds were on it spelled out. He also helped him cancel the extended warranty and key replacement policies. He is unhappy with the truck and **** offered to trade him and get him a 4X4 without the extra options. he doesn't want to do that since the finance rates have gone up. There is nothing further to do at this point. Will not refund him for the installed options that were in the deal.

  Customer response

  02/21/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The original bill and paperwork does not have the dealer adds spelled out. It only shows an amount higher than what I originally agreed to with their salesperson of no more than MSRP. The only way to keep the 4.9% interest rate with their financing managers process was to purchase all of their warranties. An increased rate was presented if I did not want to accept all warranties. I was under the impression that the total amount included TTL. The dealer added cost is not something they took the time to explain to me. They were only focusing on the warranties. l expect at least a description in my paperwork of what I am paying extra for as an additional non negotiable amount of $3k. Due to the additional amount I was charged without advertising on the truck or explaining the cost for each dealer add on and the multiple safety issues I am having with the current truck I purchased less than ***************************************************************************** a trade to a 4x4 with the same factory specs and no dealer added options except the catalytic converter cover.

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2/2023 This is why they call service departments stealerships. I thought that dealerships had gotten away from this practice unfortunately not here. I called to get a price on a ****** mi service which included spark plug exchange. Before even talking about the service which they knew nothing about it seemed, they said they would need to do a three-part induction cleaning, which is bogus, to "decarbonize the engine." ~$370. Fraud. They also said they would need to flush the brake fluid ~$270, also not in the service manual, also fraud. When asked about the spark plug specifically I was quoted over $1,000. The other local dealership charges $706 for the complete service as written in the manual, including plugs. Here I would have had a bill of almost $2,000 and had unnecessary potentially damaging service done.Please avoid this place until they change their practices. When a customer takes a car in for a scheduled service, the manufacturer's service manual should be followed and unnecessary upsells should not take place. This is praying on unknowledgeable customers. Fortunately after working on cars for 25 years I'm not that person.

  

  Business response

  02/09/2023

  Contact Name and Title: *********************** GM
  Contact Phone: **********
  Contact Email: *****************************************
  My service manager and I both tried to call ********************** and left messages for him to call.
  We also listened to the recorded call he made to us.
  Our employee quoted him what the factory recommends for his vehicle, but he also said that he may not need all of this based on the way his wife drives it. He hung up before our employee could even tell him about a 10% discount on work up to a $250 savings. Have him call ******************* my service manager if he wants to reconsider what work he wants done.

  Customer response

  02/12/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  
  When I called I requested a quotation for the 60k mile service. I was first quoted 2 unnecessary and expensive procedures. I asked again for just the factory-recommended 60k service, and again an attempt was made to quote me for what toyota calls "special driving conditions," which represents less than 5% of all drivers. I then asked for a quote for the only expensive part of the 60k service which is spark plug exchange and was quoted over $1000. The book time on spark plug replacement is 2.6-3.2 hours. The retail cost of plugs and gaskets is at most $130. So 870/3=$290/hr? And no mechanic worth their salt takes the book time to do this work. So really going after about $500/hr for labor.
  
  To further the trend of overcharging and taking advantage of customers, I asked for a quotation to install a trailer hitch. I was quoted $1850. Generously, toyota retail parts including wiring harness is $600. So, $1250 in labor to install a hitch? We're looking at over $500/hr for that work on this quote. Uahul, though not toyota parts, charges $300, for reference (labor $100).
  
  I seek no personal resolution, and 10% is a joke at this level of fleecing. I seek to inform others in the hope that management will change their unethical practices. They should refrain from:
  1) recommending unnecessary and costly services as a matter of routine
  2) charging exorbitant labor fees
  
  I don't blame the employee, this is culture. I hope the business will change their culture. And until then, buyer beware.
  
  
  

  

  Business response

  02/15/2023

  We are a franchise Toyota dealership with *************** techs and charge consistant prices on all our services. We use book rate times just like all other franchise dealers do.
  The Factory 60k for that vehicle includes, among multiple inspection, an Oil and Filter Change, Tire Rotation, Engine Air Filter, Cabin Air Filter, and Spark Plug replacement.
  Book Time for the spark plugs alone is 4.3 labor hours at door rate of $179.95 per flat Rate hour. Retail for the Spark Plugs is $143.76 ($23.96ea), Plenum Gasket is $36.39. At door rate, $179.95, that puts the total at $971.94, pretty close to the original estimate. The customer is more than welcome to shop our pricing with other Toyota dealers and chose where he would like to do business.

*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. ↩