Shottenkirk Toyota Granbury

Did not receive paperwork after signing with finance manger stating we will get paperwork when we take possession of vehicle. We did not take possession of vehicle and called finance company to cancel the loan. Once that happened it was a miracle because they were trying to make it right, too late should have made it right the first time and not spend all day telling us we’ll call you back. Started to think “ I’ll call you back “ was a person there. Stay away from all shottenkirk dealerships, just wanted to keep it on the Level for future buyers thinking about doing Buisness with shottenkirk.

Received yet another email from this company today. Company previously emailed me March 19, in which I responded, "I guess when *** sold, he sold my info with it. Unfortunately, due an unethical and unprofessional sale, I explained I did not want to be contacted unless by *** himself. I purchased a used vehicle there a few years ago. Buying the vehicle for a family vehicle, I was surprised to learn there were 3 active recalls, one of which for the rear seat belts. Of course, *** Service advised this one "must have slipped through", yet they could not take care of it. Also explained the tires were not new as described. Got a nail in a tire and Discount Tire confirmed the original 2014 tires with the date stamp on the tires. *** Service said they would provide tires, but I would have to pay for the tow from Fort Worth to Granbury. So, with my newly purchased vehicle, with a warranty, I was out $800 for tires and a day off work to take to another dealership for service recalls. It is illegal to sell a vehicle with known recalls if not disclosed. What a way to treat a disabled vet."

The company never responded, yet continues to email me.

Well this is the second complaint in as many weeks against this dealership. They initially ignored my wife's request not to shop her credit around. They disregarded that and sent her application to 6 different lenders. We resolved that issue except they have erroneously changed her employment status ( retired vs disabled), and have not fixed it after a week. A part of the original resolution, this dealer was supposed to install an OEM desert air intake at a cost of $732, instead they installed an aftermarket desert intake that actually makes the vehicle look horrendous, but it induced a blind spot as well! This is absolutely unacceptable. We mentioned our dissatisfaction with the Service writer when we picked up the vehicle today, and he just ignored our concern!

Upon arriving at the dealership on 3/2/20 I instructed the Sales Manager not to shop my credit around to multiple lending agencies. He ignored my request and shopped my credit around to at least 6 different entities. My score will tumble at least 20 points from my 800 beacon score. I'm livid!

Be careful buying vehicles from this dealership, or taking it to their service department. This dealership has employees that like to key/scratch the interior components, and when it’s brought to the manager’s attention, the only response is “well, it’s already happened so I can’t help you there, but we will fix it now”, as your new vehicle is out of commission for 2+ weeks. So be prepared to continue to pay for a vehicle as it stays out of commission for extended periods of time.

We brought our vehicle in to have the u-joints changed in both driveshafts (which took several days). The morning after picking the vehicle up the vehicle started make a loud noise and vibrate, once at the dealership they wanted to here the noise. During the test drive the front driveshaft came out and broke many things. After almost six weeks at they gave it back with a bad grinding and vibration that was not there prior!

I am writing today to inform Toyota of a complaint I have with Shottenkirk Toyota in Granbury, TX. On March 18, 2016 I was shopping for a car in my price range and had an idea that I wanted another Toyota Corolla. I had a 2006 Toyota Corolla with over 250,000 miles that my parents gave me to have something reliable to drive at college. That car still had many miles left in it, but I had gotten a new job and knew how good this car had been for me and I didn't want to go with anything else.

I went to Jerry Durant Toyota of Granbury, TX with $1,500 in hand to put down on a car, not looking to lease necessarily but it happened to be the best option for me at the time. I drive approximately 5,500 - 7,000 miles a year and have a clean driving record as well as a great credit score, so this was a win-win for me. I drove away with my new lease, a 2016 Toyota Corolla with the best customer service experience ever!

March 2019 rolls around and I go back to my salesperson because I had such a great experience last time and find that Jerry’s Toyota had just been bought by Shottenkirk. It wasn't quite time for my lease to be up but wanted to start looking and thought I could just do a trade-in. There was a car on the lot that immediately struck my eye. I test drove it and instantly fell in love I knew I wanted it but told them I needed to get my seats cleaned before I did a purchase or lease because I knew they weren't as clean as I would have liked them to be. My salesperson told me they were fine and that it wouldn't be a problem. I did not have money for a down payment but hoped since I was trading in a lease, not turning it in, that they might help in that area since the 2016 had nearly 12,000 miles under the 36,000 allowance for the 3-year period.

Once we sat down to discuss money, I struggled to find the number that would really fit my budget. They didn’t appear to want to work with my budget amount. The manager made me feel like I was a stupid when I told him I couldn't pay the amount he wanted. He would say “its only 300 more”, like I was made of money. But I live on a budget. I wanted to walk away becasue he was making me feel very uncomfortable about the situation. My parents stepped in and told me they would help with my student loans so I could be able to go home that day in a new car and not have to come back to deal with these people again. I asked several questions and they only seemed to answer what I wanted to hear, as it was clear they just wanted to make a sale. When we did go on to the finance office, he didn't say much to us, just quickly printed out pages and told me to sign them. After I signed everything I walked out feeling like I had made a huge mistake but I knew I loved the car. I walked out to gather my belongings and I asked one more time, “Are you sure I don't need to go get my seats cleaned?" to the salesperson, “Nope, all you need to do is grab your belongings and go!” I drove away, not a worry in the world. I trusted her because she didn't lead me in the wrong direction the first time. I also believe that she may have said this because the previous dealership owner, which she worked for, probably didn’t do business like this.

On May 15, 2019 I received a phone call from Toyota Financial Services asking me to verify my address. I asked them to tell me what they needed it for before I would verify it because I wanted to make sure this wasn’t a scam call. She rudely told me she could not give me any information until I confirmed my address. I went ahead and confirmed my address and she rudely told me my payment of $190.80 was past due after May 12th for wear and tear on my car seats and was asking for a payment that day. I told her that I was told I did not owe anything and that I would not be charged for that. I told her I had not received a bill for this amount either. I called the dealership and told them Toyota Finance was charging me for the seats and that I have a past due balance and I was not going to pay it because I felt like it was the dealerships fault I was in this situation. They informed me that the leases do not go through the dealership, and that is something I am going to have to battle out with Toyota Financial Services. They have nothing to do with leases and they can't do anything to help me. So I called Toyota Financial back and tried to see what I could do to get this charge waived as I did my best to tell the dealership beforehand that I needed to clean it. Toyota Finance then told me this was a battle I was going to have to have with the dealership and I needed to discuss it with them to get them to pay it. The dealership misinformed me about cleaning the seats. I have contacted them by phone 2 times and went in person to speak to the manager after he said he would get back with me and didn’t. Not only was I misinformed by the salesperson, I was basically laughed at when I showed up to see what the manager could help me with.

They will not do anything to work with me on this because they think it’s my fault. I do not have $200 to pull out of my pocket as I am already at my budget limit with the regular payment. I offered to clean the car, even though with a trade-in, I should not have had to. I could have cleaned the seats under $50 and now I’m getting charged $200. I could have traded this in at another dealership and not been in this situation as it would have been considered a trade-in as this should have been. I think Toyota should waive the fee as this is terrible customer service.

This will be the last vehicle I will get from Shottenkirk Toyota of Granbury and if Toyota doesn't make this right it very well may be my last Toyota. I will be giving Shottenkirk a bad review on their website as well as all social media platforms I am a part of. I have been messed over and I do not want anyone else to get the same.

Thank you for a quick response in advance.

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