Complaints

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.

• Initial Complaint

  Date:01/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  I am writing to follow up on my recent experience at Gullo Toyota of Conroe concerning the handling of a tire issue. While the primary problem has been resolved, I am deeply dissatisfied with the treatment I received during the process.
  
  
  Over seven visits to your dealership, I was repeatedly told, “there’s nothing wrong with the tire” and “it’s fine.” Yet, an independent specialist identified two issues within 90 minutes—problems your team failed to detect despite multiple evaluations.
  
  
  During my most recent visit, I experienced unprofessional and defensive behavior from both the shop manager and Maxine, the service manager. The shop manager dismissed my prior visits, claiming, “all of those 7 visits don’t matter because I’m the one who worked on these and there was nothing wrong with them.” When I explained the findings from the independent specialist, he raised his voice and became aggressive. When I asked to bring Maxine into the discussion, he refused, stating, “she is not a service manager.”
  
  
  When I approached Maxine directly, she was equally defensive. Instead of addressing the issue professionally, she referenced my previous complaints to corporate and the BBB in a manner that felt intimidating. While she discussed reimbursement, she claimed she could not authorize a full refund and that corporate would need to handle it.
  
  
  Although the tire issue is resolved, the mishandling of this situation and the unprofessional behavior are unacceptable. I respectfully request the following:
  1.Reimbursement of $1,000 related to my tire concerns.
  2.Confirmation that corrective actions will be taken to ensure better service.
  
  As a loyal Toyota customer, I expected better. Please address this matter promptly.
  problems persisted immediately afterward.
  4. Excessive Time and Gas Wasted:
  I have had to return to the dealership multiple times to address the same issue, incurring significant costs in time and gas. This has disrupted my daily routine and caused unnecessary frustration.
  5. Lack of Accountability:
  The dealership has shown a lack of ownership for their mistakes, repeatedly failing to resolve the issues and deflecting responsibility.
  6. Inaccessible Management:
  Attempts to escalate the matter to management have been futile. Management is consistently unavailable, regardless of the day or time I call or visit.
  Resolution Requested:
  I expect the following actions to be taken by the dealership:
  • A full refund for the services rendered that were unsatisfactory or improperly performed.
  • Compensation for the time, gas, and inconvenience caused by their repeated negligence.
  • A commitment to properly inspect, repair, and resolve the tire issues at no additional cost to me.

  Business Response

  Date: 01/14/2025

   

  To whom it may concern, 

   

  Gullo Toyota Dealership is addressing the issue with the customer already. The customer is coming in for an inspection 8/30/15 at 8:30 AM.

   

  Gullo Mangement Team 

  Business Response

  Date: 01/20/2025

  We
  here at Gullo Toyota of Conroe, first and foremost would like to extended a sincere
  apology to Mr. ******** for his experience at our dealership. We have reviewed his
  complaint submitted to the Better Business Bureau of Houston and appreciate his
  feedback. We have promptly acted internally here at the dealership, based off
  what he has disclosed within this case. We can assure you this experience has
  been dealt with and turned into a tool for the future betterment of our
  customers abroad.
  We
  understand how frustrating experiencing poor customer service can be and we are
  eager to correct any area that would allow our establishment the opportunity for
  future growth.  
  
  However,
  in reviewing this case thoroughly, we have concluded the customer has received sufficient
  compensation from the dealership in regards to his inconvenience.
  
  On
  January 15, 2025, Mr. ******** returned to our dealership and received four
  brand new tires. All four of these tires have been mounted and balanced at no extra
  charge to our customer, to rectify the customer’s issue. On top of that, Mr.
  ******** then received a refund to his Visa card ending in 7145 in the total amount
  of $667.00.
  
  
  This
  in no way negates nor nullifies Mr. ********, experience he has shared concerning
  the dealership. However, based off the request for compensation, he himself has
  admitted the tire issue has been fully rectified. On top of the fact there has
  been a total credit of $667.00 applied to his Visa card, that has not been mentioned.
  
  Gullo
  Toyota of Conroe respectfully must decline any further request of compensation
  on Mr. ********* behalf.
  

  Customer Answer

  Date: 01/31/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Gullo Toyota of Conroe feels they have fulfilled the customers needs by “promptly” taking care of the situation that started May of 2024. Several visits were made, several of the same statements were made about my vehicle about it being “fine” when clearly it was not. Gullo Toyota did not handle the situation promptly. They led me to believe their “certified tire specialist” were 100% certified and I believe because that is falsely advertised that I should still receive the remaining refund I am owed. I was only refunded $667.00 in person but in total I paid $1,667.00 originally. I was told I could not receive the full amount in person. I am asking for the remaining I am owed due to the inappropriate behavior, intimidation, dismissiveness and unfairness from management while visiting on January 15, 2025 and all of my previous visits before hand. Rather than handle the situation by taking full responsibility the dealership and the manager tried to put partial blame on me, as the customer, and then blame on my driving skills. Everything was handled poorly and was under the policy and practice of the service manager “who had no idea what was going on”.
  
  
  
   
  

  Business Response

  Date: 01/31/2025

   

  To whom it may concern, 

  As we previously stated, Mr. ******** returned to our dealership and received four brand new tires and a refund of $667.00.

  Gullo Toyota feels this is more than sufficient compensation for Mr. ********.

  We are declining any further compensation as previously stated. 

   

  Respectfully,

  Gullo Toyota of Conroe

   

   

   

   

   

   

  Customer Answer

  Date: 02/03/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  
  To Whom It May Concern,
  
  Thank you for your response. While I acknowledge that Mr. ******** received four new tires and a partial refund of $667.00, this does not fully address the concerns regarding the mistreatment and the overall experience at your dealership.
  
  Mr. ******** was subjected to poor service, misleading information, unnecessary charges, etc, which caused significant inconvenience and undue stress. Given the circumstances, a full refund is both reasonable and justified.

  
  We respectfully request that Gullo Toyota reconsider its position and issue the remaining balance of the refund. We believe that resolving this matter amicably is in the best interest of all parties involved.
  
  Please confirm receipt of this request and provide an update at your earliest convenience.
  

  Business Response

  Date: 02/04/2025

   

  To whom it may concern, 

  Gullo Toyota has given the customer another $1,000 along with four new tires and the previous $667.00 refund. The customer has received everything he has requested.

  Kind Regards,

  Gullo Toyota of Conroe 

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  

  You recently filed a complaint on the above-mentioned company.  The last we heard from you the issue may not be resolved.  Please provide us with an update and advised which items (if any) remain unresolved. Please complete and return it as soon as possible.  If we do not hear back from you, we will assume the issues have been addressed and will close the complaint.
  
  Are the issues resolved?   ____Yes________
  
  If yes, when was the issue resolved?
  
  ___I received a corrected, signed copy of my extended warranty that I had not been able to get.  Everything is taken care of now and I no longer have a complaint._________________________________________________________________________________________________________________________________________
  
  
  
  
  
  
  
  
  
  
   

  
  wledged the error and stated that I had full coverage, but he did not address the length of the coverage.
  
  I emailed Scott again requesting a corrected copy of the warranty. His response was “ALREADY DONE AND APPROVED,” but he never furnished me with a corrected copy as I requested. I sent two more emails to Scott requesting a corrected copy to which he has not responded.
  
  This is not the way to do business. I simply want a corrected copy of the warranty (for which I paid $1,986.00) that has been signed by Scott Kliest (or whomever signs such agreements at Gullo) that I can present to whomever I wish (not just Gullo) to repair my vehicle should warranty work be necessary. If Gullo fails to address my request, I will take whatever additional actions I deem appropriate to bring closure to this issue.

  Business Response

  Date: 12/03/2024

  To whom it may concern, 

  We have resolved and updated the warranty issues the customer had with her warranty. We will provide our customer with a copy, as soon as the system updates to reflect this correction in the database. We are estimating this will be generated within the next 5-7 business days. 

  Thank you for your patience concerning this matter and rest assured we have handled the issue. 

  Sincerely,

  Gullo Mangement Team 

• Initial Complaint

  Date:11/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  nd it was exactly what the gentleman signing us in said. It was fine when I took it in and wasn't when I picked it up, I feel Gullo should be responsible for fixing it!

  Business Response

  Date: 11/08/2024

   

  To whom it may concern, 

  Gullo Toyota has put the customer in a vehicle, while we repair the manufacture defect for the customer.

   

  Sincerely,

  Gullo Toyota Management Team

• Initial Complaint

  Date:05/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We paid for services on May 8, 2024. My car was in an accident so insurance paid for most of it.The repair company installed a front headlight that not only does not fit ( see pictures) but points at the ground when lights are turned on. The bumper should fit right up against headlight, instead there is a gap. In the wheel well the inside was not secured properly. We were told by the repair company that our insurance company told them to use these parts and that the repair company was not responsible for the repair that was done. After several conversations with repair company they tell us to contact our insurance, and our insurance tells us to contact repair company. All we want is for our car to be fixed correctly. My car is a 2021 Toyota Highlander that was in great condition and now looks horrible. Please help

  Business Response

  Date: 05/31/2024

  To whom it may concern,
  
  We have submitted a request to the insurance company asking them to approve an OEM bumper for the customer. We currently waiting to hear back from the insurance company on this request.

   

  Gullo Toyota of Conroe 

• Initial Complaint

  Date:05/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  This business did not provide a good will gesture and did not take responsibility for services that were paid for on routine service which led to damage to vehicle which resulted in vehicle overheating. A fluid check of coolant and refill of fluids was noted upon checkout. If service would have been performed, vehicle would not have immediately started having issues upon leaving this business. Negligence and complete lack of accountability to customer is evident in their actions. When vehicle was picked up, business was held accountable for full engine check due to vehicle overheating and check engine light coming on. This business agreed to provide this but when vehicle was picked up, they stated that they couldnt access link to engine check and had to wait for that check to be done before leaving. A paper report was given by an employee who was not a technician and said he couldnt explain anything but that there were no codes. Once again another example of complete disregard for customer service, dishonesty, and accountability. This business has lost my trust and I will never take my vehicle there again for any service or purchase of future vehicles. 
  
  Regards,

  Dissatisfied former customer
  
  
   

  
  would be willing to cover coolant flush. I also spoke with service department director who blamed issues on high mileage and for me to accept that these things happen. I refused to accept excuses for damage to car immediately upon leaving service station for a routine service check. I also left a message regarding my experience with Mr. ********************** of Gullo Toyota on Friday. Service department director then called back and said they would agree to pay for labor of repairs but that I would have to pay for parts and flush. I did ask for them to run a full check on motor to ensure there was no further damage. Waited until following Monday and received no updates on vehicle until almost close to 4pm after I Contacted customer complaints **** to report all issues. The business resolution was that they covered the labor of repairs but took no responsibility for damage to vehicle and cost of parts and added stress of being without personal vehicle for 7 days and missing a half day of work.

  Business Response

  Date: 05/08/2024

  
                                                                                                                        
  To whom it may concern:
  
  The customer Ms. ******** visited our dealership on April 29, 2024. After the service visit, the customer reached out to the dealership concerning the issues she experienced below. Gullo asked Ms. ******** to bring her vehicle in, for further inspection on May 1, 2024. The customer had been informed, that ******************** solely performed routine maintenance which included an oil change, tire rotation and replacement of the cabin air filter. This type of routine service does not include any interactions with the customers radiator. The customer had also been informed, unfortunately older vehicles like this with 182K miles on it, can experience such issues with the radiators. Gullo did not crack the radiator on the customers vehicle simply by changing the oil, cabin air filter or by performing a routine tire rotation. Again, this is not uncommon for a radiator to have such issues on an older vehicle with this many miles, but it just so happened to go out, after the customer had their service appointment at our dealership. Thus, Gullo declining full responsibility of all the repairs, as the customer had requested.
  
   However, when the customer reached out to ********************** requesting help in this matter, as a goodwill gesture and empathizing with Ms. ********* we offered to help her with her vehicle repairs.  Gullo dealership offered to cover her labor charges on the radiator repair, if she purchased her part and paid for her coolant flush. The customer was satisfied with the help ********************** offered and the agreement we had come to at that time. Now after Gullo has covered the cost of Ms. ********* labor and fixed her vehicle, she is claiming she is not satisfied.
  
  Gullo feels we have already extended great generosity towards our customer, by covering her labor cost on a much-needed repair. Therefore, Gullo is declining any further compensation in regard to this case.
  
  
   Sincerely,
  
  
  Gullo Toyota of Conroe
  
  

  Business Response

  Date: 06/06/2024

  To whom it may concern,
  
  The dealership did hook Ms.********* ******* up to our machine to perform the proper health check. As stated, there were no codes found on her ******* at that time. Gullo performed all services as requested in our mechanic shop at our location at ************************************************* The type of routine services we performed on Ms. ********* ******* did not include any interactions with the customers radiator. Unfortunately,older *******s with this many miles on them can experience such issues with their components. Gullo Toyota did not crack the radiator on the customers ******* by a simple tire rotation, oil and filter change. The customer reached out to ********************** requesting help with her radiator repair and as a goodwill gesture Gullo agreed to cover her labor charges on the radiator, if she purchased her part and paid for her coolant flush. The customer was satisfied with this resolution and agreed upon it. After Gullo covered the cost of her labor charges as a good will gesture and repaired the customers *******, now Ms. ********* is stating she is not satisfied.
  
  We have gone above and beyond with assisting this customer with her repairs, that were agreed upon by both parties. Gullo Toyota of Conroe will not be taking liability for a ******* with 182k miles on it, that came in for such a simple routine service. There has been no negligence from the dealership, concerning Ms. ********* *******. As previously stated, Gullo Toyota of Conroe is declining all further request for compensation pertaining to this *******.

  Gullo Toyota of Conroe

• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Took a 2023 ******* in for a service. The vehicle had ***** miles on it. I told the service advisor not to change the in-cabin air filter because I recently replaced it. While I was waiting he came by and said it needed a throttle body service ($270) I declined. When my car was finished he only changed the oil and rotated the tires. I stop by *** desk and asked him why he didnt do a 30K service. His response was that he could replace the air cleaner for $50 and that the throttle body service is also recommended by Toyota for the 30k service! When corrected him and said that you are recommending that option he clearly stated that Toyota recommends it. Im a senior and find this type of predatory behavior to be very concerning. Ive never had a service advisor lie to my face. Obviously this kid hasnt been trained correctly but Im fairly sure hes make the dealership a ton of money with this unethical tactic.

  Business Response

  Date: 04/19/2024

  To whom it may concern, 

  The Customer Relations Manager had received a voicemail from the customer on 4/19/24. I have tried to reach the customer twice on 4/19/24 and left two voicemails on his recording, asking him to please return my call. I will also try to call him again on Monday.

  Thank you and have a great day.
  

   

  ***** Box
  

  Customer Relations Manager

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