ComplaintsforCowboy Toyota

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 10, 2024 I purchased a used vehicle from Cowboy Toyota. At this time I received a clean CARFAX Report which my salesman provided. On July ******* I was involved in an accident, I contacted the other drivers insurance company and was told to get estimates. I took my vehicle to three different body shops and was told they would not be able to repair my vehicle due to previous damages. I contacted my salesman to make him aware of the situation and was told he would speak to his manager to see what could be done and get back with me. Several days later I called him again and was told his manager said there was nothing they could do because they were not aware of previous damages. Being frustrated and feeling completely taken advantage of I email the General Manager once again I got no response. Not only did I get a damaged vehicle I also paid full market price for it. I feel if they aren't willing to stand behind the ****** they provide to their customers it should never be provided. I went to a dealership thinking I could avoid things like this but instead I got a wrecked vehicle, a dealership that tells you what you want to hear until my deal is complete and a vehicle worth several thousand dollars less than I paid. When the General Manager has no concern it's not a dealership that cares about their customers. Worst mistake I have ever made when purchasing a vehicle.

  Business response

  09/03/2024

  In response to Ms. ******** complaint, we bought the vehicle that she bought from us with a clean car fax and from our experience very few accidents these days miss the car fax.  We also did an inspection of the cars brakes, tires and other safety items as well as changing the oil, wipers and filters.  We then sold the vehicle to Ms. ****** in excellent working order.  We were then and we are no unaware that the vehicle had ever had any damage until her accident which does show on the car fax.  As to the price she paid for the used vehicle she purchased, it was the price that both she and our manager agreed to. We are sorry that she was in an accident and wish her well, but nothing that happened to the vehicle had anything to do with Cowboy Toyota.  

  Customer response

  09/04/2024

  I disagree. I purchased the vehicle based on the information Cowboy Toyota provided. Until I had this accident I was not aware of any previous damages either. But the reality is we are all aware now and State Farm is refusing to cover $3500 of my claim to repair my car because they stay State Farm is not responsible for previous damages. As far as me paying an agreed amount that was based on information provided by the dealership. Any Company with any integrity would stand behind what they sell. I realize it is just another vehicle to them but it's my transportation my way of getting back and forth to work. My way of making a living. I work hard for my money. I don't feel I should be the only having to take a loss. I am a 57 year old woman who waited a long time to purchase a vehicle but purchasing from Cowboy. Toyota was a horrible mistake I ended up with a vehicle that's been in an unreported accident,that was overpaid for now to mention all the stress associated with it. I have had two body shops tell me their were signs that you would have seen during your inspection of the vehicle if it was truly inspected. Cowboy Toyota should value their customers not take advantage of them.

  Customer response

  09/05/2024

  I am rejecting this response because:   

  Business response

  09/12/2024

  We understand ************ position and regret that she was in an accident and finds herself in this position, however it remains that the vehicle was in good working order when sold it to her and no previous issues that the vehicle had were known to us.  The issue remains between her and State Farm as the car did not need repair until the current accident occurred. Once again we regret the difficulties Ms. ****** is going through but it is in result of the accident and not the result of anything done on Cowboy Toyotas behalf.  We wish her well and hope that she can resolve it with her insurance company.

   

  Customer response

  09/20/2024

  I am rejecting this response because:   Cowboy Toyota is ignoring the fact that they sold me a vehicle with a clean CARFAX report that had no accidents showing when in fact the vehicle had been in an accident. State Farm is covering the damage caused by their insured. Cowboy Toyota says they were unaware of any previous damage and this rarely falls through the cracks on a CARFAX Report but it did. They are being made aware and refusing to do anything to help their customer. It is a known fact when a vehicle has been in an accident the value depreciates. In there response they said I agreed to the price I paid which I did so based on the information that was provided by Cowboy Toyota. I don't feel I should be the only one taking a loss on this,  I bought from Cowboy Toyota instead of an individual because I felt I would be better protected from something like this happening. It's obvious Cowboy Toyota only cares about making a sale. I even sent an email to the ** at Cowboy Toyota and never received a phone call or email addressing the issue. If a company can't stand behind the documents they provide to their customer it should not be provided but to provide documentation that is not correct or is falsified is wrong. A company with any integrity would do something to rectify the problem not ignore it.

  Customer response

  09/20/2024

  The car did not need any repairs prior to the accident because the previous repairs were covered up. Cowboy Toyota is ignoring the real issue here which is the vehicle had been in a previous accident prior to me purchasing it. That accident was never disclosed I purchased a vehicle from them based on false information.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  May 6 2024 Took car in to apply for a customer support program to address peeling paint. Waited 3 months. Contacted them and they said. I would need to start over at another dealer. No documentation available just start over was the only response.

  Business response

  08/20/2024

  We have informed ************************* that recently the dealership has changed ownership and we no longer have a body shop assigned to do work for us. We explained this to her and let her know that she could continue to get this taken care of at any of the local dealerships that had a body shop. The information had been sent to Toyota and any dealership can pull up the information and address the issue for her. We would have loved to continue to assist her but no longer have the body work resources at our disposal to do so.

  Customer response

  08/22/2024

  1.I was not informed of a new ownership.

  2. My initial communication told me that I will need to contact another dealership and start the claim. 

  3.A f ter asking to receive any information regarding a number or identifying information to give to another dealership because i waited 3 months already and the situation is time sensitive. I was again told "you will need to go to another dealership and they will take new pics. and submit them like we did. There wont be a duplicate and as long as you go in before it expires".

  4. Those details are incorrect. The communication was with a service advisor not management. After calls and texts the information reported by the dealership is incorrect.

  5. Contacted Toyota and they said they could not get anyone to answer the phone at the dealership and they did not have any way to look up my information and had to get it from the dealer, who would not give my any other information other then start over somewhere else.

  Customer response

  08/22/2024

  I am rejecting this response because:   

   

  1.I was not informed of a new ownership.

  2. My initial communication told me that I will need to contact another dealership and start the claim. 

  3.A f ter asking to receive any information regarding a number or identifying information to give to another dealership because i waited 3 months already and the situation is time sensitive. I was again told "you will need to go to another dealership and they will take new pics. and submit them like we did. There wont be a duplicate and as long as you go in before it expires".

  4. Those details are incorrect. The communication was with a service advisor not management. After calls and texts the information reported by the dealership is incorrect.

  5. Contacted Toyota and they said they could not get anyone to answer the phone at the dealership and they did not have any way to look up my information and had to get it from the dealer, who would not give my any other information other then start over somewhere else.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in for service at Cowboy Toyota on 7/3/24 to replace the brake booster on my 2015 Silver Toyota Prius. I left my car in possession of Cowboy Toyota on 7/3 for service on 7/5/24 due to July 4th holiday. I was then notified later by *********************** on 7/5 at 12:50 PM that my car was fixed and ready. I was given my keys around 3PM on 7/5 & I noted a large crack in my front windshield that was NOT previously there when I dropped my car off on 7/3. I immediately notified ************ who notified his manager *********************. ********************************* both inspected my car but did not present any options for remediation. ****************** stated that these types of cracks generally go unnoticed despite telling him that I had proof that there was no crack prior to dropping my car off. He promised that he personally would inspect surveillance cameras in the shop at the time of my service. The same day 7/5 I noted visual proof that there was no crack present on 7/1 when my brake system lights turned on. I also noted on my car camera (positioned at the top of my front windshield) that no crack was seen when I dropped my car off at Cowboy Toyota on 7/3 around 7AM. No crack was seen on my camera when my car was pulled into the shop for service at 9:18AM on 7/5/24, but the crack then appears via my car camera when my car is in the process of being worked on at 11:05AM on 7/5/24 with service materials and items in the very area that the crack is noted. I relayed all of these details and video/photo evidence to ************ by text (photo evidence and description) and email (photo and video evidence, and description) on 7/5/24, I followed up with ************ at 9:05AM on 7/8/24, & he told me that he passed my evidence to ********************* and that I would hear from him concerning how to move forward. However, I have not heard anything from either ************ or ****************** at this time about how Cowboy Toyota will take financial responsibility for cracking my windshield when my car was under their

  Business response

  07/25/2024

  After speaking with our service Director, ********************* who not only went through the Dealerships surveillance tapes and found no indication that anything impacted her windshield causing the damage while on the premise but he also looked at the windshield on her dash cam and it did not show up even though it was there. The service done on her vehicle did not involve anything near her windshield and it was not left unattended.  She may have not noticed the crack before but it did not occur here at Cowboy Toyota.  If she would like to have it repaired we can set that up for her but it would be at her expense. We as always stand ready to help our customers any way we can.

  Customer response

  08/01/2024

  I have reviewed the business response and accept this resolution. 

  Unfortunately, I reject Mr. ******** claim that the service provided was no where near my windshield. The repair performed was replacement of the brake booster pump and master cylinder assembly due to an abnormal leak in the accumulator, which is noted on the invoice provided to me (invoice attached). This repair has been common among other 2010-2015 Toyota Prius cars, and the repair was covered under a recall warranty. Also unfortunately, when I did speak to ****************** in person on 7/12/24, he was not forthcoming with surveillance camera evidence. Because of this I went on to research this type of repair, and I noted several repair videos online. Each video showed that in order to repair and replace the same parts that were included in my cars repair, the technicians had to remove the wiper cowl, cowl assembly and wiper motor with its casing that all run along and at the bottom of my front windshield. I believe this would have been the same case for the Cowboy Toyota technician who serviced my car. The crack is found between the two bolts of my windshield wipers (one blot for each), which I have attached picture evidence. Also here are links to these six different repairs (same repair as my car) videos for reference:
  
  
  ************************************************
  
  
  ************************************************
  
  
  *****************************************************;
  (Wiper cowl and cowl assembly already removed)
  
  
  ****************************
  
  
  ****************************
  (Wiper cowl and cowl assembly already removed)
  
  
  ************************************************
  (Wiper cowl and cowl assembly already removed)
  
  
  Also note that Toyota Prius 2010 to 2015 are considered Gen 3 models and repairs are grouped together. 
  
  
  I dont believe Cowboy Toyotas claims line up with the facts. And I believe strongly that this damage occurred due to their negligence. 

  Customer response

  08/01/2024

  I mistakenly accepted their response, but I meant to reject their response. Please advise.

  Business response

  08/22/2024

  We understand that things can happen here at the dealership and that is why we have an extensive camera system recording over 30 different areas at all times.  The before pictures that the customer sent were not from the time right before she brought the car in the shop but from earlier before she arrived which is when the crack most likely occurred.  We have been over our cameras and footage of the time in question and at no time was the windshield impacted while in our care.  While we empathize with our customer as it is no fun having to replace a windshield, we are positive the damage did not happen on our watch.  We will be happy to recommend an excellent glass replacement shop but it would be at the customers expense. As always we stand by to assist any way we can.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into this establishment last year around December and I was having a car problem. It was my brake booster assembly and I was told to go there to see if the work for that job would be covered by the campaign for that particular problem with my car. I was told that I would have to pay for a diagnostic and order for them to take a look at my car. After I was told something that I had already knew what the outcome would be.I ended up having to pay $165 for a diagnostic. I was told that the work plus parts for this job would be somewhere around $2300. Once I had enough money saved to start getting more work done on my car, i had not driven my car from December of 2023 to April of 2024. Once i started driving it. I noticed that the car was shaking and my check engine light came on. I didn't know what the problem was. So I called cowboy Toyota back and I asked them for the results of my diagnostic which I was told that I was going to receive a email of the findings and I never received it. I called cowboy Toyota. I asked them if they could send me over the information from the diagnostic and they told me that the only thing they found was the brake booster assembly problem. I don't know much about cars, but I do know that a diagnostic will basically tell you everything that's wrong with your car from top to bottom. They cannot produce a diagnostic for me that I paid a $165 for. I have called up to the establishment numerous of times I've left voice messages for the adviser that I worked with his name was *******. I've called and I left him messages and I still haven't heard anything back yet. Till this day, June 4th of 2024. My car is still not in a good drivable condition because of the shaking and in constant uncomfortable driving. Had the diagnostic would have been done when I paid for it.I would not have this problem.I have a toyota vehicle so toyota should be able to tell me every single thing that's wrong with my car.

  Business response

  06/13/2024

  When the vehicle was brought in to us the complaint was that the *** brake system light and the traction control light had come on and that the customer could not fully stop the vehicle.  We informed the customer that there would be a diagnostic fee of $165 to determine what was wrong with the braking system. After pulling the codes from the cars computer to tell us why the system lights had come on the issue indicated did not apply to the *** for the brake booster, the repair needed was quoted to her and explained and the work was declined.  In regards to the other issues with the vehicle we were only engaged to determine what was going on with the braking system in regards to the lights coming on and the stopping issue. We only address the issues that customers direct us to when they come in with a concern.  We are happy to assist ******************** but the repair would be at the already given estimate and would only be for the repairs we diagnosed. We will be happy to look over any other issues she is having with her vehicle but as with the brakes but again there will be a diagnostic fee. As always we wish her well and stand ready to assist her in fixing her vehicle should she choose to use us in the future.

  Customer response

  06/13/2024

  I am rejecting this response because I was told that I had to pay a diagnostic fee to see if the problem was in fact a brake booster problem and to see if it would be covered by the **** When i was informed that i would have to pay $165 to diagnose the issue i agreed to that however I also stated that I would need a FULL diagnostic because it dosent make sense to pay that amount of money and only get one result. So I should have received a full diagnostic of everything that was wrong with my vehicle at that time. I don't think that it's fair for me to pay $165 for a problem that I already knew about. Going into the establishment i made it very clear that my brake booster was the problem but I was told that they could not make any diagnosis until I paid the diagnostic fee. Once I was made aware that my vehicle would not be covered under the *** due to my mileage and the year of my car, i did decline that service because it was ridiculously expensive. I was told that there was nothing else they could do for me. I was told that the results would also be emailed to me but I hadn't received any email and I called and I called and I called again. I spoke to Mr. ******* once and he informed me that he would send me an email of the findings. I never received an email. I called again after that, left messages and nothing was returned to me. So I am declining this decision. I will not pay another $165 again. The job should have been completed the first time. This is

  A very cruel and unusual method of getting a diagnostic fee out of loyal Toyota customers for personal gain. I would like for this establishment to Acknowledge the fact that I indeed did ask for a full diagnostic the day that I was there and I did not receive it.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a 2022 Toyota 4runner from this dealership off the internet sight unseen. was told the vehicle had been serviced and had good tires . upon receiving this 4runner I learned from my local Toyota dealership that this 4runner was bad out of alignment and needed ALL 4 NEW TIRES. I called ******************* the used inventory manager there and he said he would get back to me later that day after asking his service department about this and 2 days later hasn't called back and I've called numerous times and left voice mails to no avail .. 4 new tires and front end alignment is now going to cost this old Army vet $1250 of very limited income that I have ... PLEASE HELP

  Business response

  03/26/2024

  In reference to Mr. ******* concerns about the condition of the 2022 4Runner he purchased from Cowboy Toyota on January 29, 2024, we have looked into it thoroughly and here is what we determined.
  The vehicle was serviced at Cowboy Toyota prior to being sold on December 26, 2023,and the tires, brakes and all other 118 points of our inspection met all Toyota Used Car specifications. The tires were over half life and no pulling right or left was noticeable, therefore no alignment was performed at that time.
  *************** stated that he bought the vehicle sight unseen, though he did find the vehicle on the internet, possession of the vehicle was taken by his wife from the dealership after inspecting it and test driving it, before driving it home to *********
  *************** states that he heard from his local Toyota Dealership that the vehicle needed 4 new tires and an alignment. After checking the Toyota national service history and Carfax we have determined that the vehicle has not been to another Toyota Center since the previous service at Cowboy Toyota, however it was serviced at his local ******** (Whose primary goal is to sell things)
  Cowboy Toyota strives to make sure our customers receive quality used vehicles at a fair price. We believe that this is true with Mr. ******* purchase as the tires still had over half of their tread and according to Carfax the service happened ***** miles after the purchase, any pothole, curb, or other object that was run into or over could cause the vehicle to need an alignment.
  In summation, the vehicle we sold to **************** was done so in good condition and in good faith. We wish him and his family well and are sure the vehicle will serve them well.

  Customer response

  04/04/2024

  I am rejecting this response because:   I reject the response from cowboy Toyota because: when making this deal with the salesman *******************,  I stressed to him I wanted new or close to new tires on this vehicle and it be road ready because I travel around 2000 miles a month for work and after making the $6000 down payment with my trade in I wouldn't have the money for any expenses for things like tires or alignment.. **** assured me the service department had inspected the vehicle and tires were close to new and road ready even went as far as to lie and say he looked at the tires himself.  As you can see in the pics attached the front tires are wore terribly on the inside from being out of alignment for a LONG TIME NOT HITTING A POT HOLE as stated by cowboy Toyota .. I contacted ******************* used sales manager and he said he would look into and call me back. After several weeks of him not calling me back or taking my calls , I proceeded to take the vehicle to my local Toyota dealership ********************* in ********* AR and attached are their findings and recommendations backing the vehicle needs 4 tires and alignment as the specs show . I want what's right and Cowboy Toyota to pay for the 4 new tires and alignment to put the vehicle in the shape I was assured by the salesman ******************* the vehicle was in . the service department there even stated the vehicle floor mats pasted inspection and there were NO FLOOR MATS IN VEHICLE  another lie but not worried about the floor mats . Thank you BBB  for the help as your our only way to stand up to these dishonest business taking advantage of us consumers. 
                                   **********************;
                                    U.S. Army veteran
  

  
  

  Customer response

  04/08/2024

  in my previous email I had my trade in amount and down payment backwards,  the car trade in was $6000, and cash was $2500 , this is not relevant to my complaint just don't want to look like I'm lying like the cowboy Toyota dealership,  It was a mistake .
  

  
  

  Business response

  04/13/2024

  In regards to Mr. ******* rejection of our response to his initial concerns, we have spoken with the salesperson, the finance manager and the used car director and all parties have stated that the vehicle sold to **************** was delivered to him in good condition, as a used vehicle with ****** miles on it. At no time did anyone tell him it had new or like new tires on it, however the car was through our shop and passed all requirements for tire and brake safety. We believe the car was sold to **************** in  good faith and at a fair price, and as all used cars are sold AS IS WHERE IS, unless specified in the car deal which the items  mentioned were not. The inspection **************** submitted from Toyota was done on March 28th, 9 days after his initial concern was posted stating he had taken it to Toyota.  This inspection was done 2 months and 2438 miles after purchase. We anticipate that this vehicle will serve **************** and his family well but all maintenance and repairs from point of purchase remain his responsibility.

  Customer response

  04/17/2024

  I am rejecting this response because:   the pictures of the tires clearly show they were not good or even road worthy !! not going to keep arguing with a dishonest dealership.. ******************* the salesman who sold me this 4runner told me the tires were in good shape and as you can see CLEARLY in the pictures of the front tires they were not and if he checked them AS HE TOLD ME HE DID TO MAKE THE **** HE WOULD HAVE NOTICED THE INSIDE OF THE ***** WORE ALMOST SMOOTH from bad alignment.. Just another example of greedy company out to make a dollar at the expense of us consumers .. I leave this up to you BBB to make a decision in this matter . Thank you for your time .

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  when buy this car from cowboy toyota this car is defective on transmission this dealer prome fixed a send same information to ***** fargo because is the financial company and the ******************************* from toyota charge to me mechanical service cost when is never buy and talk to guy before sign document is talk not problem when reciving your account is send your cancelation to warranty service for refund 100% su money your account after 5 monthsis not answer my email or call and going to dealer ship andonly excusess is off or not working next months when talk to manager lady cancell this warranty afetr 6 month ony refund $1966.28 missing $1533..72 is never refunded i talk ***** fargo contarct departament never buy this warranty befor sign documents and send to well fargo auto financial

  Business response

  12/23/2023

  i have taken all information provided in ******************** submission and given them to our Finance Director and our  finance claims department.  They are going over the original cost of the programs purchased and the moneys refunded and any other time and usage factors and will be in contact with **************** on the results and what if anything can be done to assist him.

  As always we will do whatever we can to assist **************** in this matter.

   

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

  Customer Relations Manager **********************

• Initial Complaint

  10/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am reaching out in regards to my recent car repair service in this facility (Cowboy toyota), 9525 East RL. Thornton Freeway, Dallas, Texas 75228. I towed my car to this repair facility (first time) on September 26, 2022 after it broke down in the middle of the highway. I was hoping since this is a toyota service center the quality of service will be of highest but I was absolutely wrong. I paid around $1630 for the repair which included repair/replacement of radiator, fixing of some other leaking issues. The service staff, told me the repair that was done would solve the problem which caused breaking down of the car. I picked up the car from the facility after the repair and on our way back home the car broke down again. I had to tow it back again to the facility. Now, they looked at the car again and they are asking me to pay 1000$ more to fix another issue that they noticed now which was not noticeable in the first repair. I am stuck now and none is willing to help me here. I do not want to pay another $1000 again. Why wasn't I informed of all the potential reasons due to which my car could have broken down. If they didn't know the real problem why was I asked to pay initially for something that was not even the real cause? I was not informed clearly the potential total cost of the repair. The car real problem was not fixed in the first place and now the only option they are giving me is to do further repair like they said or tow the car somewhere else. After spending that much money on repair why would I take the car somewhere else. If they had told me initially the repair estimate that they are giving me will/may not fix real issue then I would not have agreed to pay over $1600 for repair. When I talked to manager of that shop about this he just doesn't want to listen to me and keep on saying they did the repair for what they could diagnose.

  Business response

  12/28/2022

  Business Response /* (1000, 5, 2022/10/14) */ Mr. ******* did in fact have their vehicle towed to us and asked us to diagnose the problem. the vehicle has over 200,000 miles and had many issues some which could not even be properly diagnosed until other issues were repaired. We presented everything we could detect without doing any repairs. The only repairs he would approve at that time were to clean the throttle bocy, Replace the altenator,water pump, thermostat and radiator. Which we discounted by $100 on the labor. The altenator was not charging causing the battery not to stay charged and the vehicle to die and not restart. The car was running and not showing any problems after the repairs however the check engine light was on and the customer would not approve us to go any farther. The vehicle did stop again and this time Cowboy Toyota paid to have it towed in and did not charge him to diagnose what was wrong this time $268.95 that we covered. We let him know that it was the crank position sensor had a short and it was an intermittent issue not constantly apparent. We price out the part and labor at our cost to do the repair but the customer refused claiming we misdiagnosed the vehicle. After speaking with him again he made the decision to have a truck pick up his vehicle and take it elsewhere. We have thorough documentation on all the needs of this vehicle due to its age and mileage and condition. Even after this repair it is highly likely it will need other repairs soon. We always try to help our guests in any way we can and wish him well.

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