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Find a Location

San Marcos Toyota has 2 locations, listed below.

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    • San Marcos Toyota

      5101 I-35 San Marcos, TX 78666

    • San Marcos Toyota

      5101 S Ih 35 San Marcos, TX 78666-9597

    ComplaintsforSan Marcos Toyota

    New Car Dealers
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    Complaint Details

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    • Complaint Type:
      Product Issues
      Status:
      Answered
      Got cussed out and they refused to fix a part that is under factory warranty saying theres nothing wrong with my car but I almost crash it every time I drive it due to instability

      Business response

      08/26/2024

      The customer purchased a *************************** Corolla Hybrid from San Marcos Toyota on May 20th, 2024; the vehicle was a retired Rent-A-Toyota vehicle from our dealership, was sold as a Certified Used Vehicle, and had ***** miles.  The customer brought the vehicle in on June 3rd, 2024 with ***** miles and a concern about the vehicle pulling to the left.  A four wheel alignment was completed under warranty.  The customer brought the vehicle back to the dealership on June 10th, 2024 with the same concern.  We then had our Shop *******, who is a Toyota Certified Master Diagnostic Technician, test drive the vehicle and he confirmed the vehicle was not pulling and alignment was within specifications.  The customer brought the vehicle to our dealership again on June 17th, 2024 with ***** miles stating the problem still existed.  While our technician did not find any issues with the alignment, we did perform a steering wheel zero turn calibration attempting to resolve the customer's concern.  

      At this point in time, we advised the customer should he have an additional concern, it would be best to get a second / different opinion from another Toyota dealership as any Toyota dealership is able to perform warranty work under the Certified Used Vehicle warranty and our Shop ******* did not find anything wrong with the vehicle.  The customer took the vehicle to Universal ********************** for inspection, however, no inspection was performed as the customer was not willing to pay the diagnostic fee should Universal Toyota not find anything wrong with the vehicle that would be covered under warranty.  The customer then took the vehicle to an independent shop (where we believe he is an employee), and a technician at that shop indicated there may be an issue with the front strut.  The customer provided this information to Universal Toyota who told him if the strut was bent or leaking it would not be covered under warranty.  

      The customer then brought the vehicle to **********************, again, on July 29th, 2024 with ***** miles requesting we look at the front strut.  We had a second Toyota Master Certified Diagnostic Technician look at the front strut specifically and he was able to obtain warranty approval for strut replacement based on a difference ride height, not an alignment issue.  A four wheel alignment was again completed as part of this repair.  

      The customer visited ********************** again on August 12th, 2024 with ****** miles stating the vehicle had gone out of alignment again.  Our Shop ******* test drove the vehicle and did not find any issues.  The Shop ******* then went on a test drive with the customer driving and based on the customer's driving behavior concluded if the vehicle was out of alignment again it would be to driving behavior and would not be a warrantable concern.  We advised the customer we would not endanger a technician or any other team member with a future test drive and advised the customer he needs to visit a different ********************** dealership if he still has a concern.  We advised the customer we were so confident there was not a warrantable issue with the vehicle we would even reimburse him the diagnostic fee when he takes the vehicle to a different Toyota dealership and they find nothing wrong with the vehicle.  We also offered to trade the customer out of the vehicle giving him the purchase price he paid on May 20th, 2024 as the trade in value ($27,798; not the $35,073.48 amount financed that includes $5,399.93 in negative equity).  The customer declined both of these offers.  

      Following this visit the customer subsequently returned (unknown date) with his mother and created a confrontation with our Service Director.  We have advised the customer we are no longer willing to do business with him, will not work on his vehicle, our previous offer to trade him out at $27,798 trade-in value is no longer valid, and he is not welcome at our dealership.  The customer had also applied for an open technician position several times over the previous months and we advised him working for our dealership is not a possibility.  

      Therefore, we will not honor the customer's request for a refund or exchange in the amount of $35,000.  We will no longer conduct any business with this customer.  

    • Complaint Type:
      Product Issues
      Status:
      Answered
      I purchased a 2024 TRD Off-Road Tacoma (VIN #*****************) from the San Marcos Toyota dealership on August 1, 2024. The dealership stole valuable items that were supposed to come with the purchase. Additionally, the truck has mechanical issues despite being brand new. Due to these problems, I am no longer interested in buying these mechanical issues and missing valuable items in the truck.I have also discovered that the San Marcos Toyota dealership is notorious for ripping off consumers with its highly deceptive tactics.

      Business response

      08/15/2024

      The Toyota Tacoma was delivered to San Marcos Toyota without the portable speaker.  This is noted on the delivery document and this document has been provided to the customer.  We have provided the customer documentation we filed a claim with Gulf States Toyota for the missing speaker and are waiting for the speaker to be sent to **.  We offered the customer we would provide a speaker that arrived for a different unit (same situation, was delivered without the speaker) to him immediately, and replace that speaker with the one that will eventually arrive for his Tacoma.  San Marcos Toyota did not steal anything from the customers vehicle.  

      The Tacoma is currently in our service department awaiting parts to make repairs to the customers vehicle and the customer has been provided a courtesy vehicle at no charge by Toyota warranty.  It is very frustrating for a new vehicle to experience a mechanical failure, but it is why new vehicles are retailed with a factory warranty.  

      As the customer owns the Tacoma and their trade-in has been wholesaled, we offered to trade the customer out of this Tacoma, however, unfortunately, there are currently no identical Tacomas within our 5-state area.  We offered to check for an identical Tacoma after the next allocation, which should be available next week.  

      Customer response

      08/16/2024

      Complaint: 22147723

      I am rejecting this response because:
      San Marcos Toyota did not inform me that the truck arrived from Gulf without the speaker.Prior to the test drive, I inspected the vehicle and confirmed that the items were present. However, they were removed when the salesperson took the vehicle to fill it with gas. I have attached a picture of the other parts that were also removed but were returned to me when I brought the vehicle back. It is evident that San Marcos Toyota has been caught by their dubious activities. They have deceived me and I not buying this mechanical issues and stolen part vehicle. I request a cancellation of the purchase and a refund of my trade-in car value in cash, as it has been sold according to their claim. I no longer wish to engage in any business transactions with this dealership due to its lack of  transparency and reputation.
      Regards,

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

      Business response

      08/19/2024

      ************** - If you feel the speaker was there at any point, you are mistaken.  It was noted by the delivery driver, not an employee of San Marcos Toyota, that the speaker was not present when delivered from the distributor to San Marcos Toyota.  Your picture confirms the speaker was not present.  The second picture is of the digital key card that comes with several of our new Toyota models.  As this is the first mention of the key card, we are not understanding what your complaint is regarding, as you were provided the digital key card as evidenced by your picture.  

      You did not bring any of your concerns to the dealership's attention until 14 days after purchase.  There is no option to return the vehicle as the loan has been funded and the vehicle is being registered in your name with the state of Texas.  Once repairs to your Tacoma are complete, you are expected to return our loaner vehicle and pick-up your Tacoma from our service department.  We completely understand your frustration with a brand new vehicle needing repairs within the first ***** miles of ownership, however this does not create an opportunity to say you no longer want the vehicle, void your purchase agreement, and release you from your agreement with the lender.  If you have a concern about the repairs required to your Tacoma so quickly after purchase and covered under Toyota's limited new vehicle warranty, you may contact Toyota's *********************** at ************** or **********************************************************************;

      Customer response

      08/19/2024

      Complaint: 22147723

      I am rejecting this response because:

      It is never true that I did not bring any of my concerns to the San Marcos Toyota dealership's attention until 14 days after purchase.

      I purchased the truck on August 1, 2024. I brought these issues to dealership attention on August 2, 2024, as confirmed by the attached chat history. 
      Given the circumstances, I am requesting that you either return my 2016 ******* Sonata or provide the cash value equivalent and cancel this deceptive transaction. I believe this is a fair resolution to the situation.
      Please be advised that I am prepared to pursue all legal avenues to seek justice if this matter is not resolved promptly.
      Thank you for your attention to this matter. I look forward to your prompt response.

      Given the circumstances, I am requesting that you either return my 2016 ******* Sonata or provide the cash value equivalent and cancel this bait and switch transaction. I believe this is a fair resolution to the situation.
      Please be advised that I am prepared to pursue all legal avenues to seek justice if this matter is not resolved promptly.
      Thank you for your attention to this matter. I look forward to your prompt response.

      I purchased the truck on the 1st of August 2024, and I brought the issues to San Marcos Toyota dealership attention on the 2nd of August 2024, see that attached chat history for confirmation. Again, I am expecting the dealership to return my 2016 ******* Sonata or the cash value and cancel this deceptive transaction. I will exhaust every illegal means to seek justice.

      Regards,

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

    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      I brought my GR Corolla to address these compiled issues:Issue 1 Bumper gap: front bumper gets dislocated from the main body of the car that can cause road debris/hazard.Dealer action: body shop, parts and install. Post-install, issue still occur. ******************* proposed to glue the bumper shut. Parts and install cost refunded.Owner remedy: refused glue and duct taped the bumper. Issue still exist to date. Provided honest one star survey feedback as to what transpired.Issue 2 flimsy / slipping clutch: causing grindy shifter (1-2-3) or lose control of the vehicles acceleration.Dealer action: indicated as functional. Refused future service and purchase transactions.Owner remedy: vehicle is within warranty period. Interpreted service refusal as retaliatory and discriminatory (given owners Asian ethnicity and veteran status). Will seek service solution elsewhere.Issue 3 oil overheating and rear differential 2WD: might contribute to cars sudden combustion.Dealer action: provided owner with owners manual excerpt indicating normal function without tactile recreation of the issue.Owner remedy: will seek service solution elsewhere.

      Business response

      07/06/2024

      *****,

      As noted in your complaint, while our collision center was able to repair your bumper, the problem continues to exist due to the design, is not something we are able to address utilizing Toyota ************************** recommendations, we refunded the charges, and you paid nothing for the work we performed. 

      Included in your complaint is IMG_5104 which already contains a written apology from our **************** Manager. 

      Lastly, we are pleased to hear you will seek a service solution for your GR Corolla elsewhere as we have communicated to Toyota's corporate *********************** (where you also lodged a complaint) that San Marcos Toyota will not perform any work on your vehicles and does not wish to do any business with you in the future.  

      Sincerely,

      San Marcos Toyota

       

      Customer response

      07/08/2024

      Complaint: 21940563

      I am rejecting this response because:

      The refusal statement contradicts the continuous advertisements received from San Marcos Toyota dealership.

      Regards,

      Jherjames Bisconde

      Business response

      07/08/2024

      *****,

      Thank you for notifying us you are still receiving communications.  While we are unable to prevent any future communications as these are also generated by Toyota Motor ************************** Toyota, and ********************* Services, we will mark you as "Do Not Contact" and remove you from all San Marcos Toyota communications in our DMS ****************** System) and CRM ********************************** systems.  

      Sincerely,

      San Marcos Toyota  

      Customer response

      07/14/2024

      Complaint: 21940563

      I am rejecting this response because NO written apology received despite contradicting statements. I acted in good faith according to the service and collision managers' recommendations. In fact, the root cause of this BBB complaint is due to my one-star review annotating factual written information (see attached and further documents available upon request).

      Regards,

      Jherjames Bisconde
    • Complaint Type:
      Sales and Advertising Issues
      Status:
      Resolved
      Purchased a vehicle that was touted as certified. Sold as is. Firstly, they told me they would get my rates closer to my credit union rates. Lies. Whatever, Ill refinance immediately. Then they told me they needed to keep the vehicle to get cleaned. Delivered dirty. Took back, they tried to clean it in an hour. Told them no, it takes time to clean it right. Sand in the tracks, unable to adjust the seats. Took 4 hours (probably did nothing to be honest). I took it home. Slowly I started noticing bugs. Not many, one here. One there, but then it was like 3 today. Maybe its the heat pushing them out or that Ive had the vehicle cleaned. But my husband took apart and it is infested and soaked with ***** waste. I have a son with severe asthma (he hasnt traveled in it much, some but not a lot) and a kid that was born premature with lung issues that susceptible to infection. This is now a health hazard issue, not just an ick factor. For $50,000, it should not be ***** infested. I dont even want to drive it because I almost wrecked the last time a ***** came out of the vent at me. Or the time (3 days after purchase, I have photo proof) that when I turned on the defroster, bug parts flew out and got in my mouth. I couldnt believe it, that a reputable dealer would sell something. And then, tried to say it was my fault when I called. The way they tried to deliver the vehicle with dust and dander on the steering column suggests they do not care. I have anxiety and potential health concerns.

      Business response

      05/27/2024

      We have addressed this customer's concern, here is a copy of her updated ****** review, "Update: I am adding a star because I did get a call from the general sales manager the next day, he was concerned about the ***** problem and offered a respectable solution. They bought back the car, at full price and got me into a new one. It wasnt an exact exchange but I am okay with the deal. I did get into a new vehicle and it was a fairly easy process. I dont think it was an intentional or nefarious act. Im holding off on updating to more stars, as this is still fresh and Im still not certain. I can say that I no longer have an icky feeling when I get into my car, Im back focusing on driving and not if there is something coming at me or on me. I wasnt pleased I had to go through the process again. But they did make it easier. Cant say less stressful because the whole situation caused some pretty major stress. But it feels like were past the worst of it. I will update again. Also, they never asked for me to update my review. They didnt ask about the complaints I lodged in other places. It feels like they genuinely cared about the situation and not just a hush solution. Im skeptical because I live my life in a cynical state. But the matter was dealt with quickly and easily enough. I did get to gross everyone out with the pictures and that was fun. But Im also still having some residual anxiety, jumpy in my peripheral. So upgraded from failing, reserving my final stars for a few weeks to be sure."  

      Customer response

      05/28/2024

      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,

      *************************
    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      I purchased a certified used vehicle on 12/30/2023. (2022 Toyota Camry with 26k miles). The test drive was short and on an uneven stretch of road that one of the salesmen showed me to take. It was not until I left the lot that I noticed the vehicle pulls a little to the left. I contacted the salesman within 2 business days of the purchase to inform him of what I noticed about the vehicle. The salesman, *****, text me that they would take care of the alignment issue. The alignment correction was approved by his manager. When I brought the car in at a scheduled appointment on 1/16/23 to resolve the issue with their service mechanic, I was told that they fixed the alignment, but that it would likely keep occurring over time if I did not fix a "strut" that was out of manufacturer specification. I immediately text the salesman again to let him know of my findings and was told (via text) that they would "take care of it." I left the car there to be repaired. Then was informed by the service ***** that the sales manager will not approve the strut repair. And sales manager asserted that the car was "fine" when it sold. I was also informed by Service that the original certification inspection was on 11/10/2023. That was 50 days between the date it was "fine" and the date I purchased it. The strut will always pull the car out of alignment unless I fix it. Which is costly. I am requesting that the dealership make good on their original "certified" inspection and fix the car that obviously was sold to me broken. I also feel that since they knew at the time that my father was in ICU (Primary purchaser) they took advantage of this situation and sold me certified product they do not intend on honoring. I have always bragged about this company and cannot believe that their management staff does honor the promises made by its salesmen or certifications they sell, just to make a dollar.

      Business response

      01/24/2024

      While we disagree with pretty much everything in the customer's complaint, due to a miscommunication within our team, we are going to have the strut replaced at no cost to the customer.  
    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      In May 2022, I purchased a used 2017 ******* Tucson from San Marcos Toyota. Within 2 weeks of purchasing, my transmission began to fail. I took it back to San Marcos Toyota, and they advised me to take it to a ******* dealership. It took months to get an appointment and I had to drive over an hour to get to the nearest/soonest appointment. The ******* dealership in ******* was unable to fix the problem. I took my car to a trusted mechanic and they diagnosed needing my transmission replaced. I took the car back to San Marcos Toyota with the information I was given. They told me they would diagnose it themselves and proceed to file a claim with my warranty. Later I was told my car was dropped off at *********************. Toyota did not diagnose a problem, just took my vehicle there. A month later I was informed my clutch was replaced (NOT MY TRANSMISSION). That did not resolve the problem. I have since taken my vehicle to San Marcos Toyota and that ******* dealership 4-5 times, with no resolution. San Marcos Toyota will not do a proper diagnostic on my car as I ask them to do, even when I read them the common complaints about the dual clutch transmission and ask them specifically to check that. They keep sending me away saying nothing is wrong with my vehicle. I took my car for an oil change and they kept my car overnight!? Less than **** miles later, my vehicle is 2 quarts low on oil. When I contacted San Marcos Toyota, they said I should have someone look at my engine consumption and transmission. I repeated that I have been asking them to do these things for over a year and their staff will not do so. My warranty should cover every single repair I have asked them to do and they WILL NOT take my car to perform the work or even diagnose an issue.

      Business response

      10/24/2023

      Ms. ****************************,

      You are correct, you purchased a vehicle service contract and if there is an issue with your engine or transmission, it would likely be covered by the VSC.  We have attempted to duplicate the transmission issue and have been unable to; this is why we recommended you visit a ******* dealership for both your transmission concern and the potential oil consumption issue.  We are not a ******* dealership and do not have the same capabilities as a ******* dealership to diagnose and repair their manufacture models and the reason we took it to a local ******* dealership for diagnosis previously.  Your VSC is valid at any ASE certified mechanical shop, which all ******* dealerships qualify.  At this point in time we have done all we are able and a ******* dealership will need to perform any additional work.  

      Customer response

      10/25/2023

      Complaint: 20771653

      I am rejecting this response because:

      All that was done was driving the vehicle. When I mentioned how it consumed oil in previous oil changes, that was overlooked and asked if they could look at the common issues with the car Ive been seeing online. There were points that the service advisor did say he could feel the symptoms I was discussing, and later stated that he never said that. He would ask me to write down what scenarios cause my car to replicate symptoms even though I told them constantly. It shudders at low speeds up to 40mph, it feels like it is going to die in stop-and-go traffic, it struggles making it up hills, and all of it was amplified after driving for a bit. They would not drive my car in these scenarios to replicate the symptoms unless they let my car cool down for hours. It doesnt take a ******* expert to feel a car not accelerating when you press the gas. 

      Regards,

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

      Business response

      10/25/2023

      Ms. **************************** - 

      Whether or not ************** was able to duplicate the concerns the issue remains the vehicle will need to go to a ******* dealership for potential repairs, not a Toyota dealership.  You may also be able to find an independent ASE certified repair shop that specializes in ******* (typically staffed with former ******* dealership technicians).  We do not have the ability to repair a different manufacture vehicle the same as we do a Toyota and this is one of the many reasons your VSC is valid at any ASE certified shop and not just at the selling dealer.  

      Customer response

      10/27/2023

      Complaint: 20771653

      I am rejecting this response because your technicians did not fully attempt to even diagnose an issue. Every single time I came, someone recommended trading my car in before they would drive the vehicle. No one did a proper diagnosis. It wasnt that they couldnt duplicate, they would not try. They would not check what I asked them to check. They would drive it the opposite of when I said it has issues. My warranty contract states if Im within 40 miles of the issuing dealership, to take it there for them to start the claims. I was within 40 miles, I took it to you. You did not want to deal with a warranty. If you will not service any vehicle other than a Toyota, do not sell other brands and offer service contracts with them as well. Thank you for refusing to repair my vehicle. 


      Regards,

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

    • Complaint Type:
      Sales and Advertising Issues
      Status:
      Answered
      We saw an ad on auto trader with the price of a 2023 toyota tundra **** advertised at $39131. We got a loan for the vehicle and when we spoke to the sales ******************* she said the price advertised was the wrong price. She sent me a price sheet pricing the same vehicle at $73288 almost double the price. We spoke to the ** who said it was a problem from the manufacturer and it was fixed but the price was still listed today as $39131. We quoted the law to him rule ******* dmv and he told ** to report him. He would not be selling ** the vehicle.

      Business response

      05/01/2023

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

      There was an error in pricing on AutoTrader's website; we have the attached disclaimer on all our vehicle detail pages clearly stating, "Published price subject to change without notice to correct errors or omissions or in the event of inventory fluctuations."  We chose not to sell you the vehicle at the advertised price because it was an error.  We would be happy to sell you a new **** Tundra at market pricing, but not at a significantly reduced price due to a clerical error.  These things do happen on occasion and it is the reason we clearly state the possibility in our disclaimer.  

      Sincerely,

      San Marcos Toyota

      Customer response

      05/03/2023

      Complaint: 19998958

      I am rejecting this response because: this disclaimer is and was NOWHERE son the auto trader ad. Its on your website but not on your ad. That is why it is cropped down and does not show the url. If it was a clerical error, you would have took that had down that day, but it was up days later. You are advertising lower prices to get people to come into your dealership, which is the whole reason behind the law that states that you cannot do that. Txdot215-250. I know you do not want to sell it at that price but it is the law. Its not fair to any customer to be misled with a false ad you are using to lure people in.

      Regards,

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

      Business response

      05/03/2023

      We will not sell the vehicle at the advertised price as it was an error and our Sales Consultant immediately let you know this.  If you feel we have violated the law, please contact the appropriate authority, in this case the ***** ********** of ***** Vehicles Advertising Law Enforcement at **************.  

      Sincerely,

      San Marcos Toyota

    • Complaint Type:
      Sales and Advertising Issues
      Status:
      Answered
      I purchased my 2018 Toyota Rav 4 from Toyota San Marcos December 31, 2021 It was a smooth transaction, everything was good until it became time for renewal of my registration. I was informed that there is a duplicate vin number and a lien on my car, due to that I have not been able to renew my registration for a year now and I have been completely ghosted from Toyota San Marcos.

      Business response

      12/01/2022

      Ms. *****,

      We apologize you do not feel San Marcos Toyota has been communicating with you regarding the status of your vehicle title with TXDOT, we have been diligently working to obtain the duplicate title from the CA DMV since you notified us about the issue with renewing your registration (as the **** ***************** never informed San Marcos Toyota the title we submitted for registration had been rejected by TXDOT due to a title being printed after the one we submitted superseded our title).  We are now on our third duplicate title request with ***** as the ***** sent the first duplicate back to Toyota Lease Trust and the second to the previous owner.  The latest guidance we have received from ***** is the third duplicate title request was approved on 11/4/22 and we should receive the title in 4-6 weeks.  If we have not received the title by 12/4/22 we are allowed to apply for a fourth time, but we will wait until 12/26/22 to re-apply hoping the third duplicate title arrives.  We are waiting the full 6 weeks because if we apply for the 4th time and the title shows up, it will be superseded by the 4th duplicate title request and we will not be able to use the third duplicate request title.  Please know we completely understand your frustration, we offered to purchase the vehicle back from you earlier this year for $5,000 more than you purchased it for in December 2020, however, you have chosen to keep the RAV4 and therefore we are doing everything possible to get the duplicate title from *****, provide to TXDOT, and finally resolve this issue!  If you have any questions please feel free to contact the dealership at ************** and ask for our Office Manager, *************************************, who is responsible for obtaining the duplicate title from the *****.  

      Customer response

      12/08/2022

      Complaint: 18473509

      I am rejecting this response because:

      Hello,

      Just wanted to say Im regards to this response , they said they offered to buy my vehicle back for *****. Over what I paid. Its not true. They tried to get me into a newer vehicle causing me to loose *****. In equity instead ( since I was invested with 2 years worth if payments .

         Plus I was told on 3.24/22, he filed with the state of Calif to release the lean.. by **** the then Title Clerk for the dealership. Then I followed up 4/5/22,  he was waiting on the release of the Lean and to get the duplicate title resolved could take up to a few weeks. 

       So you see I have had this same song and dance since Jan. 2022 and spoke to 3 title clerks! The latest being just a VM machine and no title clerk . 

         Thank you for your help on this matter~ 

       

      Kindly , 

      Randi 

      Business response

      12/08/2022

      *****,

      You are correct, the CA DMV requires an original lien release in order to file for a duplicate title, so that had to be completed before we could file for the first duplicate title.  If the 3rd requested duplicate title does not arrive, we will file for the fourth time.  Please know we are as excited as you to resolve this issue with CA DMV!  

      Sincerely,

      San Marcos Toyota

    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      On March 18, 2022 we purchased a 2022 Toyota Sienna from *************************** at San Marcos Toyota. This sale included all the dealer's options which ******************** stated had to be purchased in order to buy the vehicle. We did tell him we did not want the options. However, he stated that because of the pandemic, it wasn't an option to refuse these options. These options included: Theft protection, Paint and Fabric , and Windshield crack protection. These options added $2,998 to the price of the vehicle. The next day we noticed the back door was misaligned so we contacted ******************** and he said they all come that way but we could take it to the body shop to have it checked. We also noticed a crack on the windshield that spread the crack from the bottom to the top. When we took it in, they stated their windshield repair protection benefits use C-Bond, which is designed to covalently bond and significantly increase the strength and impact resistance of the glass. However, this very tiny crack spread easily in a matter of a day from bottom to top. We took it in believing the extra protection was going to cover it. ******************** said it only covered a $100 towards the deductible. This information was not given to me when I purchased the vehicle. I feel like they misled me to include their coverage. They charged me all these extra options that do not cover anything. They checked the back door and started a claim to fix the misaligned back door. My concern is if the back is misaligned, then I believe there is a defect in the windshield that caused it to crack within a month of purchase. The attitude of ******************** was very unprofessional when my husband laughed at his answer of only covering $100 towards the deductible. ******************** also didn't take us seriously about the misalignment when the body shop confirmed the misalignment. It is very upsetting that in order to buy a car they pressure you to add their options which cover next to nothing with their false advertising.

      Business response

      04/21/2022

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

      Toyota Sienna Hybrids are in extremely high demand in the marketplace, San Marcos Toyota has chosen not to retail vehicles over MSRP through charging customers "market adjustments", and instead have included valuable dealer installed options to increase our customer's ownership satisfaction and help retain their vehicle's long term value.  You made the decision to purchase the Sienna with these dealer installed options as they were disclosed to you up front and transparently.  You could just have easily chose to purchase the Sienna with a $3,000 market adjustment at another dealer but would not have received the benefit of Apex GPS vehicle monitoring, Apex interior / exterior protection package with annual detail, or the Apex ****** windshield repair protection.  

      Our Sales Consultant is not qualified to make a determination on a body misalignment issue and therefore correctly advised you to contact our Toyota Certified ****************.  If the **************** determines the back door misalignment issue has any relation to the windshield this would be covered under the Toyota manufacture limited new vehicle warranty.  

      The Apex ****** windshield repair protection does significantly increase the windshield resistance to chips however it is not possible for it to prevent all chips and resulting cracks.  Therefore the policy provides up to $100 to repair the windshield and, if the windshield cannot be repaired, $100 towards the customer's insurance deductible for windshield replacement.  The contract clearly states, "We will pay up to $100 per incident to repair your windshield if you return to the Issuing Dealer or dealer auto group."  The policy clearly states is a "repair protection" policy and not a replacement policy.  

      We will not be refunding the dealer installed options as these were clearly agreed upon at time of sale or replacing your windshield as the policy states it is a repair protection policy.  However, the policy will pay $100 towards your insurance deductible if you choose to have your windshield replaced.  Our **************** is also pleased to provide a warranty repair of the back door misalignment if approved by Toyota and also the windshield if Toyota's warranty department determines the windshield failure is a result of the back door misalignment.  

      We appreciate you choosing San Marcos Toyota to purchase your Toyota Sienna and are disappointed to hear you do not find value in the products you agreed to purchase with your new Sienna.  

       

      Customer response

      04/22/2022

      Complaint: 17068921

      I am rejecting this response because: they weren't up and transparent as he stated. They are very deceitful when you are purchasing by making you sign on a computer and do not explain anything even after we asked repeatedly. We had no choice but to purchase dealer add-ons in order to purchase the van because of the shortage of cars and the pandemic according to the dealership. I was only made known of the fact of what their dealer options covered on the day I took in to have the van serviced and checked on the 19th of April 2022. I asked their service advisor for a copy of the ******************** and coverage on that day because he told me it basically didn't cover much and had to do a claim on my insurance if I wanted it repaired. 

      If Sales Consultant is not qualified to make a determination on a body alignment issue then why did he say all vans come that way and nothing was wrong. He only said to take in the shop after we insisted. As a result, it does have a body misalignment in the back. 

      I stated that if the misalignment was due to a defect of assembly by manufacturer than why wouldn't the windshield also be a defect of assembly since it cracked in less than a month with small chip even though you state Apex was supposed to provide up to 80% increase in strength and impact resistance of the glass.

      I disagree because there are no benefits to the ******************** for the consumer since I still have to be responsible for all the cost to repair but $100. 

      I am requesting a full refund of the dealer's options and repair of the windshield and the back misalignment. 

      Regards,

      ******** And *********************************

    • Complaint Type:
      Sales and Advertising Issues
      Status:
      Answered
      Advertise vehicle price, yet require sale is accompanied by non-negotiable extended warranty and GPS device - totaling an additional $3,000.00. Based upon reviews, happens consistently and has been happening for some time.

      Business response

      02/11/2022

      ****************** - We are disappointed to hear you were frustrated negotiating to purchase a pre-owned ****** Titan from San Marcos Toyota.  There were many aspects of the negotiations including the sale price of the vehicle, the value for your trade-in, financing, our *** solution, and the vehicle service contract.  While these were part of the negotiation, we did offer to sell you the pre-owned ****** Titan without the vehicle service contract, charge you nothing for the *** solution, and you still would not commit to the purchase of the vehicle based on the sale price of the vehicle and your trade-in value.  Again, we are disappointed to hear you were frustrated with your experience and hope you are able to successfully secure a vehicle at agreeable terms.  

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