Extremely Poor Customer Service

Today, 8/22/2018 I took my Toyota Tacoma to the dealership located at 1547 S. Stemmons Fwy, Lewisville, Texas 75067.

When I arrived the Service Advisor, Robert McMillan waited on me. I told him I wanted my oil changed, and how long will it take? Robert's reply was "I'll have it ready at 10:30". At precisely 10:30 I went back to the service area and spoke to Robert, he said my vehicle wasn't even in the bay yet.

I told him he promised me 10:30 and just go get my vehicle so I can be on my way.

This is not the first time this very same thing has happened. The Service Advisors simply do not know how to schedule vehicles according to their shop schedules. They ask for your cell phone number and yet they don't have the courtesy to call and inform the customer delays.

I have bought several vehicles from this dealership and never again. Extremely poor customer service.

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Norville Zrz
map-marker Lewisville, Texas

Crooks and liars

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

I also had a bad experience at lone star Toyota of lewisville. The salesman lied to me!

I was supposed to get a remote start at no extra charge, well they end it up charging me for it. Don’t buy your card from them. BUYERS BEWARE!!

They are a bunch of crooks and liars! the salesman make promises that they can’t honor.

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Reason of review:
Problems with payment
map-marker Dallas, Texas

Toyota of Lewisville

I purchased a vehicle over 45 days ago. In the purchase agreement, Toyota of Lewisville gave me an IOU stating I would get a middle seat for our Sienna since it was sold to me as an 8 passenger vehicle.

I was told the seat would be there in 2 weeks. I waited and waited and waited....for 3 weeks. I called three times and left messages, but no one would call me back. Finally, I received a call that my tags and registration was available.

I asked about my seat and told the sales person would cell me back. I stated that I would be contacting an attorney if the call was not returned (I am a member of prepaid legal). I received a call back stating that my seat had came in and no one knew what is was for. I asked is this the leather middle seat he stated yes.

I was told I could pick up anytime. I went to Toyota of Lewisville to get my chair and tags for our fall vacation with the family.

I arrived Friday around 130 only to told that the seat that was

ordered was the captains and not leather. I am supposed to go on vacation tomorrow with my 6 children and now I will have to drive two vehicles and Toyota Lewisville is doing nothing to help me - because they are on vacation.

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1 comment

I am so sorry you had a bad experience at our store. We strive to make the car-buying process as seamless and enjoyable as possible.

We want to thank you for being loyal in the past and hope that we can make up for this in the future. If you have any questions, our general sales manager Carlton or sales manager Amit would love to help: 888-405-****

Rakisha Zuj
map-marker Austin, Arkansas

Fraud and forgery from Toyota of Lewisville in TX

On April 9th 2011, I purchased a new 2011 Toyota Camry from Toyota of Lewisville in Lewisville, TX. After hours of negotiations, I signed a contract next to my parents to finance this new car for a period of 60 months with Toyota Financial Credit Services. I left exhausted with my new vehicle that day.

A month later I receive my monthly statement from Toyota Credit Services and it says that I signed my contract for 72 months, instead of 60. I first thought that it was a simple human error. I called them and told them that I didn't sign a contract for 72 months, but 60 months. They made me aware that they had a copy of my contract for a 72 month lease that had my signature on it.

I was instantly livid. I asked for a copy of it that I received in the mail. I glanced it over, and I instantly knew that someone had forged my signature on a different contract for a longer period of time, which meant paying an extra $4,500 than what I had originally signed for. They told me I had to take it up with the dealership.

I went the next day to see Alex, the financial advisor that was helping us with all the paper work. I showed him the contract that had my forged signature on it, and all he said was that he didn't know where that came from. I was furious. He assured me that I had a contract for 60 months, and that he would get I fixed.

I was so distraught that all I could do was ball my eyes out. I was shaking, and I just stormed out of the office already planning to file a lawsuit.

Two weeks later, I received a phone call from Alex from the dealership and two check stubs in the mail. He told me that they had refunded the amount of the difference of the 2 contracts and those check stubs that I received in the mail were proof. I added up both amounts and they were only $300 shy of the amount of the two contracts. I believed him..big mistake!

Later, I found out that Alex, I presume, forged my signature a second time. He forged my signature a second time on a cancellation form in order to cancel

my insurance policies, like GAAP, life insurance, and an extended warranty on the car to get me the money refunded in my account that he said was to fix the difference between the 60 month contract and the 72 month contract.

I got ripped off twice. I want everyone to know what they did to me. PLEASE, do not shop at Toyota of Lewisville they are frauds and thieves. They took advantage of me, a college educated woman, and they will take advantage of you too. I am sure I am not the only person that this has happened to, and it won't be the last. A warning to all!! I would think that most people will not notice this has happened to them because they keep the payment amounts the same, but add on the months that you will be paying this vehicle.

Again, this can happen to anyone. Do not shop at Toyota of Lewisville! I currently have a lawsuit pending, and they know they did something wrong and they are offering money of course, but no amount of money will ever make me forgive or forget how bad they screwed me over, even after I did all the right things by reason my contract, and taking witnesses.

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I am so sorry you had a bad experience at our store. We strive to make the car-buying process as seamless and enjoyable as possible.

We also make sure our customers are informed of any issues before the car is purchased, so hearing you were unaware of the physical damage to the car is something that should not happen.

We want to thank you for being loyal in the past and hope that we can make up for this in the future. Please follow up with our general sales manager by calling (469) 293-**** and asking for Mark Bedell.

T M Dls
map-marker Dallas, Texas

Toyota of Lewisville kept my down payment

Rene Isip's Toyota of Lewisville cheated me out of half my down payment!!

Rene Isip's Toyota of Lewisville will NEVER get a good word from me!

I have always been a believer in the Toyota product...UNTIL NOW!!!

I was shopping Toyota and Nissan both, and decided to go with the Toyota..

The morning after purchase, when I got into the truck, it smelled like the inside of a tackle box that had been left out in the heat all day. OMG!!! I also noticed that the truck had dents and scratches that I didn't notice, and wasn't told about.

On the way back to the dealer, I got a call from Bankston Nissan of Lewisville (GREAT PEOPLE THERE), stating that they had also approved me for a vehicle. After going by, I decided to take the Toyota back... Here's where everything went SOUR.

Toyota of Lewisville already knew I had been to Bankston Nissan, and was belligerent from the start.

First response from the team at Toyota of Lewisville was, Nope, sorry, your stuck with it. Deal is a deal type thing. I was under the impression that you had 72 hours to return a vehicle to the dealer if you changed your mind, not in the policy of Toyota of Lewisville. Only EVERY OTHER dealer in the DFW area.

All downhill from there. The only way i was able to terminate the contract was to call the finance company (the same finance company that Garrett Harless in finance told me I needed to lie to about the down payment in order to get approved), and tell them i would not pay for the truck. I was told then that they had sent a message to Lee Hamilton at Toyota of Lewisville, stating that the loan was not going to be approved, a message that he said...never got...sigh.

I then called Toyota of Lewisville and explained that I would be bringing the truck back, and was told then that I could have my trade, but not the down payment. After standing at the front lobby for over 20 minutes waiting on someone to help me, i decided that since I still had a key to my old truck, I would just take it over to Bankston Nissan to use as the trade there. I called Lee Hamilton at Toyota of Lewisville, and ask him when I could pick up my title and keys to my trade. He then replied.... If you weren't so retarded, you would have seen me bringing the stuff to you....BS... there was no one bringing anything.

I finally got the title and keys back. And was told today that they are going to keep $250.00 out of my down payment for a "re-detailing" fee... seriously guys...??? It wasn't detailed when I got it....

Lee Hamilton from Toyota of Lewisville is a *** in my opinion. He proceeded to tell me that he will see to it that I don't get a loan approved for anything else I intend to buy. As well as saying he could tell what kind of man I was, by not sticking to the contract... using phrases like, lets just call a spade a spade....etc..

I will continue to do anything I can to keep business away from Toyota of Lewisville, and will never own another Toyota. This is by no means, over.

But if you need a good place to buy a vehicle, go see the folks at Bankston Nissan in Lewisville, they are very professional, helpful, and shoot straight with you...

I LOVE my new Nissan Frontier by the way!!!

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1 comment

I am truly sorry you did not have a great experience purchasing your certified Pilot. I can assure you that we strive for complete service and care with each of our pre-owned vehicles. Please call John Gomez, our Customer Care Director, at 626 756-**** about this issue.

map-marker Plano, Texas

Charged for work not performed

Rene Isip Toyota of Lewisville TX performs poor maintenance on vehicles and charges for work not performed.

I have had three Toyota, a camry, tacoma, and a 4 runner.

The main reason I am upset is that I took my 4runner to the Rene Isip Toyota for a brake change at 72K miles. I specifically asked to have the brakes changes. We were charged over $300 for the task.

At about 85K miles, I took the 4runner back to get a transmission service, radiator flush, change spark plugs, injector cleaning, and differential fluid change. My wife was complaining that the brakes were making a noise. So, I asked the dealer to take a look at the brakes.

Later that day, the dealership called and reported that all of the requested work was complete. However, there was a problem with the brakes. They said that the brakes needed to be replaced. I told that could not be right since they were changed about 15K miles earlier.

The dealership's immediate answer was that my wife must be driving in stop-and-go traffic and that we would have to pay for another brake change. Now, I am no expert but the original brakes lasted for 72K miles and now they only lasted 15K miles. That makes no sense. Since we have had the 4runner, we have lived at the same location with the same jobs and drive the same way. It is very insulting when the dealership immediately places blame on the customer and shows very little class.

So, the service writer said she would look into this further. Unable to settle the problem the same day, the dealership kept the 4runner overnight.

The next morning, I received a phone call that they had discovered a hand-written note from the original brake job. It said that the mechanic did not change the brakes since the pads were at 60%. But, they still charged me for the entire brake job.

First, I did not ask for the mechanic's opinion. I asked for and was charged for a brake change...not an opinion.

The dealership graciously decided to replaced the brake pads at no charge. However, that is all they did. I expected the entire brake job to be re-accomplished. That would include turning the rotors, new pads, and inspecting the rear drum brakes.

I asked the service manager since they failed to change my brakes the first time but had no problem charging me for it, how can I be sure that the $600+ worth of maintenance this time was done right or even done at all?

He assured me that he made sure it was all done. Forgive me for not believing a word he said. Of course, they had no problem charging me for all of the requested work.

I told the service manager that I would not bring any of my vehicles back. His reply was, "I would not bring mine here either."

I would have felt better if they had refunded the charge for the brake change because I do not feel that I had a full brake change performed. I also expected not to pay the full price of all of the service performed over the two day period.

The worst part of the whole ordeal was that my wife was driving around in a vehicle that could have had a serious safety issue. I mean, most problems don't occur with your car sitting in the garage. It will happen on the road. My wife could have been injured and would have definately resulted in a law suit. But, they don't care about that.

I recieved the usual four phone calls asking how my service was. All four were given the same comments and the lowest rating possible. I did not receive one phone call from a manager to follow up on the surveys.

This was not the only incident with this dealership.

We took the 4runner in for one of its regular oil changes. On the way home, I noticed a strong burnt oil smell. I figured that it was the usual incompetence of spilling oil on the engine and not cleaning it up.

The next day, when my wife backed the 4runner out of the garage, I noticed some black oil drips on the floor. Since the oil was changed the day before, I expected to see clean oil, not black oil (not that oil on the floor was OK).

So I had her pull the 4runner back in. I popped the hood and was shocked at what I found. The 4runner has an oil filter on the top of the engine. When the filter is removed, the oil drains into a small scupper drain that is about 1" long.

To catch the oil, the dealership will jam an empty oil can between the engine block and the serpentine belt which will wedge the can under the drain and hold it in place. It appeared that they forgot to remove the oil can because it was still there. However, the serpentine belt had cut through the can and allowed all of the dirty oil from the old filter to drain out of the can and, of course, all over the engine compartment.

On another occasion, I took my Tacoma in for an oil change and tire rotation. Please keep in mind that I bought the truck from the dealership with oversize rims and tires already installed.

During this visit, I noticed that it was taking quite some time to have these simple tasks performed. Furthermore, I observed a growing group of employees around the left front wheel of my truck.

About 30 minutes later, the manager came over to me an said they had managed to get a socket stuck in my rim and they can't get it out.

How in the *** does that happen? Apparently, the individual started out using a thick walled impact socket. When he could not figure out why it was such a tight fit, he continued using a pneumatic impact wrench and wedged the socket in the hole. Unbelievable!!

My most recent experience involved another oil change on my Tacoma. Remember that my tires are over-size. After the service was performed, I noticed that the tires seemed a little low. I looked at the work order and, as usual, they had not annotated the PSI. I asked what the PSI was. I was told that they lowered it to 28 PSI. I immediately asked why they did that. They said the sticker inside the driver's door shows 28 PSI. I took them outside to look at the truck and asked them if those tires looked normal. They agreed that they looked low. This truck has a lift kit to accomodate these tires so it is pretty obvious that they are larger than normal. Once again....unbelieveable!!!

Rene Isip Toyota has the worst service I have ever experienced from any dealer. They are the Blue-Ribbon Loser. Please, learn from my experience and do not buy from or have your car serviced at Rene Isip Toyota of Lewisville.

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1 comment

Hey dumb ***, why do you keep taking it back to them if they are so bad?

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