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Business Profile

New Car Dealers

Toyota of Lawton

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/07/2025

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My teenage daughter took my Camry in on 3/26/25 because the air conditioner was not working. The diagnostic fee was $189.99, understood. They also charged $59.99 to tell her that the child safety lock was on, which is why the back door was not opening from inside. I already paid for a general diagnostic; this is unethical. Secondly, they charged for an evac and recharge. When the condenser was replaced off-site, there was no freon in the system to drain. They charged for a product/ service not given, and over-charged for an additional "service." None of this is right.

    Business Response

    Date: 04/18/2025

    Mrs. *******,

    After receiving your letter I
    reviewed your paperwork from your visit.  First and foremost, I would like
    to apologize to you and your daughter for the experience you had while you were
    here for service, and I want to let you know that I will refund you the repair
    fees you paid that day. 

    I would like to explain what we
    did to your vehicle while it was here and hopefully it will clear things up.
      The technician assigned to your vehicle did recharge your a/c
    system with freon so that he could locate where the leak was coming from. 
    Your condenser was found to have a hole in the bottom corner.  That hole
    was big enough that within a few days’ time it would have leaked out, emptying
    the air conditioning system of freon.  That is why the system was empty by
    the time you had it replaced. 

    As for the rear door, I
    understand that you were informed a child safety lock being activated was the
    issue.  What was not communicated was the assigned technician had to
    remove the rear door panel to reconnect the inside door handle cable.  We
    had another technician pull your vehicle out of the garage and he double
    checked that it was indeed fixed, he communicated to the service advisor he
    switched the safety lock off before he pulled it up and it was working.
     Unfortunately, that was all that was communicated to your daughter by the
    service advisor when she arrived to pick up the vehicle when indeed there was
    more to the repair.   

    I hope you can see that our
    intentions we were not to be unethical in any way.  We strive to do honest
    business the right way and take ethics seriously.  I hope this clears the
    issues up and I do apologize again.  I will be in touch to refund your
    repair bill that you have paid in the amount of $506.18. 


    ******* *****
    Service Director
    ************



    Customer Answer

    Date: 04/20/2025

     

    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.




    Sincerely,



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

  • Initial Complaint

    Date:07/30/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 7/24/24 ********************* 74yo veteran with dementia went into Southwest Toyota dealership for a door handle repair on his already paid for ****** and returned home with a brand new truck carnote $777 with no job! Returned within 24hrs with fiance to return the truck and gain possession of his truck and was told by the general sales manager ***************************** they don't check if a person has dementia or not they are in the business of selling cars and would give a call on Friday or Monday about if they will return ******* truck and have not and will not return our calls. They are robbing rhe elderly with mental issues and taking advantage of the elderly for money and taking their property. Proceeding with legal and reporting to the military at this point! WARNING FOR ELDERLY AND VETERANS!!

  • Initial Complaint

    Date:11/11/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    A few months back I turned my vehicle in to the dealership for a blown fuse. They took my vehicle and eventually came up with a fix for the fuse blowing out multiple times. Took them a while to figure it out. I paid over 4k to have the issue fixed. No more than 2 days later the fuse blew out again, so they did not fix the original issue. Sent the vehicle back in to be looked at, took them a while to figure out a new issue. They said the cause of the issue was day time running lights power cable being hooked up to the ac power. They unhooked it and had me drive the vehicle around to ensure the fuse did not blow out anymore. Upon driving around the fuse never blew out and took the vehicle back in so they could re route the power cable for the day time running lights, get an oil change and change out a brake line. Right after picking the vehicle up, did not even make it a mile and the *** light, traction control light, brake light on the dash lit up, the ac stopped working, the windows did not work and the day time running lights did not work. This is absolutely negligence. There should be no reason this occurs when these are certified technicians working at a dealership. Since we have been taking our vehicle to this dealership, something wrong keeps happening. Ive had this vehicle for 8 years and no issues until Ive taken it to this dealership.

  • Initial Complaint

    Date:09/06/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Do not recommend buying from. Currently, seeking legal advice on a vehicle I purchased.Purchased a Ram **** from them roughly around March or early April. During the test drive didnt notice any issues.About 3 days after the purchase, with very little driving, I could hear a loud squeaking/grinding noise around ***** MPH. The manager said My guys drove it from ***** and didnt mention anything about ******** said theyd take a look and offered a loaner vehicle. 3 more days went by and they still hadnt even looked at my truck to figure out what the noise was.During this time I was on a time constraint due to me getting ready for ***** Sergeant ******* I told them I couldnt keep the loaner vehicle because I was going to be away for 2 months and they would have no way to get their vehicle back while I was gone since Im a single service member. So I gave them the vehicle back and just took my truck home and parked it and they told me to bring it back as soon as I get home.I graduated school on June 28th, 2023 and got home the next day. I was extremely busy due to having to clear the installation and prepare for my move to another state. Still with very little driving of the truck since I was aware of the potential transmission issue. Once I was finally free and able to take the truck back, maybe a week after, they were less than helpful and I was told Since you took the truck the first time we offered to fix it. You have to pay now. After getting the truck diagnosed by their team it would not have been repaired in time so I paid out of pocket to have the truck shipped to where I am now and now Im sitting with a truck thatll potentially cost $6,000+ to fix and they offer zero help at all.

Toyota of Lawton is NOT a BBB Accredited Business.

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