Fort Bend Toyota

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Incompetent & Unprofessional
Posted by on
SUGAR LAND, TEXAS -- Back in March of this year I was rear-ended while driving home from work. I had my vehicle, a 2008 Toyota Highlander, towed to the collision center of Fort Bend Toyota. It was estimated that the repairs would take 2 months to complete. After 4 months and my car still in the body shop, I went to Fort Bend Toyota and spoke to the General Manager, Pat Goldwait. I expressed my concerns about the lack of competence of the body shop and it's manager, Jerry Shapley. He told me he was going to talk with Jerry and call me that afternoon. He never called. Another month went by and I get a call from Jerry Shapley that my vehicle is repaired and ready to be picked up. My husband and I arrive and notice right away that the left side rear panel does not align with the left rear door, the rear hatch would not close and the spare tire was missing among many more miscellaneous flaws. The vehicle stays there another month while the poor workmanship is corrected. After 6 months in the body shop, I pick up my car and take it home. About a week later an Allstate appraiser comes to the house to do a final inspection on the vehicle. It was then discovered there were parts that Allstate had paid to be replaced that were never replaced. My car then goes back to Fort Bend Toyota's Collision Center to have those parts replaced and other failed repairs redone. Another month later Jerry Shapley calls and says the car is ready. Again, my husband and I arrive to pick it up and notice the rear hatch is not aligned with the left side rear panel or the rear bumper. We pointed it out to the Collision Center's manager, Jerry Shapley, and he said "That's as good as its going to get". Unhappy with the repairs and his response, we walked directly to the dealership to speak with the General Manager, Pat Goldwait. He shakes our hands and we explain our frustrations. He then goes outside and inspects the vehicle. Without saying a word, he turns and walks to the Collision Center. A few minutes later, he literally runs out of the Collision Center and runs right passed my husband and I without saying anything to us. We go back into the dealership to find him so we can discuss the issue but he is nowhere to be found. That was 3 days ago. He has yet to contact us and I am sure he does not intend to. I just had my car appraised and it lost nearly 50% in value due to poor quality repair work performed by Fort Bend Toyota's Collision Center. You would think after 7 months in their shop they would have done it right. They definitely had the time!

I discourage anyone to do any business with such an incompetent and unprofessional establishment. There are many other Toyota dealerships and even more collision centers in the greater Houston area you can take your business to.
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Anonymous on 10/12/2009:
What a disaster? I would definitely sue them with the help of the info that Allstate confirmed.
TheMightyBoosh on 10/12/2009:
Six months!?!?!?!?!
Critical_level2 on 10/12/2009:
You should contact Allstate and have them pay for it to be repaired correctly at another shop that does good quality work. A good body shop would have had it fixed in 1-2 months and you would not be able to ever tell it was in an accident. 4 months is outrageous for body work, I would have contacted Allstate then and informed them it was going to another shop. Dealerships are a good place to get cars, but I would not take any of mine to one for any body work.
joejoe3614 on 10/21/2009:
I'm a collision center owner in laredo Texas, and a direct repair shop for allstate. I recommend u call allstate and ask then to come to do a reinspection. allstate warrents all work done by there shops, if fort bend is in there network then it should be covered and they take it to another shop. I worked at fred haas about 3 years ago and they were real picky when it came to turning in cars. if u go my name is jose luis I was a painter there, also d&d does good work
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Never Going Back
Posted by on
ROSENBERG, TEXAS -- Drove from Cypress, TX to this dealer on the word of a salesman named Joseph that all financing was in place just to get there and find out was a lie. Was told that Joseph had not been in for a few days and probably would not be back.

When Joseph called I told him that I wanted to be sure since my credit is not that good before I make the long drive. He assured me everything was ready to go.

The supposed "special finance manager" was nowhere to be found either.

If someone would open a dealership and be 100% honest and upfront about everything they could make a ton of money.
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Skye on 09/06/2009:
Nobody else there would help you??
gdr on 09/06/2009:
No one there cared. Just kept telling me not sure what Joseph was doing or did. I was so mad I just left before doing anything stupid. I did file a complaint with the BBB but probably will not do any good since they already have a F rating, and most of the complaints were unresolved.
Skye on 09/06/2009:
You are definitely much better off not purchasing a vehicle from them.

They seem like the type of place, from what you described that would close up shop in the middle of the night!
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Horrible Customer Service
Posted by on
SUGAR LAND, TEXAS -- DO NOT buy a used car from here. I bought a "certified" used highlander back at the end of June that my wife drives. Shortly after we moved up to Richmond, VA. On the way up I noticed a slight shaking when I braked. My wife stated that it was always there and that she thought it was normal. We took it to the toyota dealership in Richmond and was told the rotors were warped and that they should have caught the problem when they certified it and because it was just out of the 3,000 mile mark, (the drive to Richmond was at least 1,000), they need an okay from the dealership that I got the vehicle. I then called Alex Rodriguez, the used car manager at Fort Bend Toyota. He was not helpful at all and even accused me of doing the damage myself. I told him that another dealership is telling me that you missed it and you don't honor that? He then told me to let the service manager at the Richmond dealership to call his service manager "Rick Howell." The richmond dealership and myself tired for 2 days to get in touch with Rick or Alex, but they never responded to numerous messages. They didn't have the common courtesy to call anyone back. Now I have to fix a problem that should have been caught when it was "certified". In short, Fort bend toyota forgets you when you leave the lot. They don't return phone calls or even believe what other toyota dealerships say. On the other hand , McGeorge toyota in Richmond did all they could to help and were very professional.
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MRM on 10/17/2007:
If you're interested in replacing a rotor yourself, go to and watch an instructional video on how to replace a rotor. DIY is priceless!
Skye on 10/17/2007:
Just curious, hasn't your wife ever driven a car before?? To think something like that is normal, is kind of dangerous.

Not excusing what happened with the dealership.
Aerocave on 10/17/2007:
Of course the other dealer is going to say it should have been caught. Situations like these are always difficult...the vehicle is at another dealership and it is their word against the selling dealer's is a used vehicle...and you did put 3000 miles on it...and I do know that Toyota's certified program is one of the best in terms of the standards for the vehicle to be "certified."

We battle with our service department all the time because they want the sales department to spend a lot of extra money to replace brakes and rotors on a vehicle that we are attempting to certify (Honda & GM), even though they meet the certified criteria, yet may need replacement in the next year...our "unspoken" rule of thumb is if it is an item that passes, yet the customer may have to replace in the next 6 months, we will fix it anyway...You have to draw the line somewhere! If you want a new car, buy a new car.
TJ on 04/24/2012:
If it was McGeorge Toyota in Richmond va. I doubt they told you the truth they are the worst when it comes to the service dept ! They have no clue ex: 5 trips 80 miles round trip and several hundred lost $$ for an independent repair shop to tell me the random popping noise was a water bottle under my seat popping from expansion ! water bottle in trash and poof no more popping ?

so who's the crook ?
jj261 on 02/01/2013:
They are pretty sorry at fortbend toyota. I purhcased my truck there 5 years ago and every time I go in there for anything the do somthing wrong. I took it in for recall of the window power switch, they damage the whole circuit board assembly and have to order it and I have to come back a weeks later. I took it for a tire rotation, they rotated it the wrong way. I took it for an oil change with 19 dollar coupon they still change me 30 dollars with no explanation. I buy a the winshield wiper springler valve, it is defective right out of the box. My truck also had the rotors, all four get warped after 3 years driving it (that is un-heard of) they said it was my fault because I drove it too hard and not covered by the bumper to bumber warranty that I paid for greatly.. Fortbend toyota is just a sorry, sorry place. They get an attitude at times also..
Jon on 06/05/2013:
You mention that the vehicle was driven 1,000 miles from the dealership to your home. The problem you describe would have been noticeable when you test drove it, or during the drive home. Is it possible that your wife left the emergency brake on while driving and overheated the rotors? Or possibly did someone drive the car in stop and go traffic, then go to the car wash and douse the wheels / brakes with cold wash or rinse water. Have had both of these things happen to me on different vehicles.
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Great Job
Posted by on
RICHMOND, TEXAS -- The body shop repaired my 2008 scion. The repair was done in a timely manner and was done very professionally. The body repair and paint matched perfectly.
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