ComplaintsforClearwater Toyota

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2024 Toyota Camry that has less than 3000 miles. It have troubles starting and suddenly it did not star anymore. I called to the agency in ***** where I bought it. They told me still under manufacturing warranty i could take it to any Toyota authorized concessionary. I took it to the closest where I was staying in ******* (Clearwater). They took 10 days to provide me any feedback. AFter so many calls without returning answers, day 11 I got a phone call from the service department telling me that the diagnostic was the computer and other "small electrical" items not covered by the manufacturer warranty, and they issue a estimate of >3000 dollars. They "kindly" offer financing this amount. Due to the poor customer service experience I decided to take to another place where they found no issue with the computer and no issue with "small electrical items". Instead they found a poor combustible blend and a gas filter clogged. I am so disappointed that a reputable company with Toyota endorsement will try to pull a potential fraud on me. I have tried to contact the manager to discuss about it. I discussed already this issue with the sales manger and he promised to call me back last week. A week later no response. I called back and I was transferred to the "Director" but nobody answered and I left a voice mail with an explanations an a request for a call ****. No response so far.

  

  Business response

  07/10/2024

  I spoke with **************** after he left me a message on 7/9/24 (the only message that i have received from this guest). He was asking for information on a vehicle that he stated was his. I asked him to verify the information on the acct. He gave me 2 different names and neither of them matched the repair order, i asked him what phone number was listed and he stated that he didn't know and that his nephew was the person that brought the vehicle in. That name also didn't match any information on the repair order. I explained to him that without that i couldn't give out any of the information other than what we had found wrong with the vehicle. **************** then tried to tell me that we were committing fraud due to our findings. I tried to explain to **************** that we followed all test plans and also reached out to Toyota. We had pulled a gas sample, and it was at 10% ethanol and passed the test. I explained to him that after several hours of diagnosis we found that it was a bad computer due to outside influence, and our FTS (Field Tech Specialist) agreed that it was the computer. Due to the burn marks on the battery and the positive terminal it has shorted out the **** **************** also informed me that the vehicle has still not been repaired and wanted to know what we were going to do about it. I informed him that i would have the sales manager reach back out to him.  

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After many repeat visits to the dealership, and Private Body Shop directed to by dealership, our RAV4 Platinum original factory-applied Blizzard ***** or Super White paint continues to repeatedly has paint popping off. Toyota refuses to permanently solve this problem resulting in involuntarily consuming our time in huge chunks. The dealership refuses to remedy it conclusively by spot painting the pop off area. Just recently, more paint popped off resulting in repeated trips to the dealer and Body Shop they again directed us to. Attached is a copy of our original complaint letter spelling out our experiences we have had to endure. Now, another episode has us being dragged back and forth and the only dealership have been as follows:we have no record of any previous corrective painting issues.it can very well be six months or more before we can address the current paint issues.In addition, the body shop location originally sent to by the dealership has changed ownership an unknown number of times after doing paint remedies several times on our car.Repeatedly having to painfully exhausting adversarial posturing by the dealership has wasted our time. We lost use of our car for numerous of days each episode. National Toyota and the dealership have generated stress and anxiety resulting from their negligence and obvious display of extreme rudeness, delay tactics, and failure to fix this factory originating paint issues.We have reached the end of our endurance. At our age, late seventies, we demand a permanent resolution by returning 100% of our car`s purchase price or a replacement 2023 identical model. This mess has become unbearable for us. We pray that our stress and anxiety, past and present, will never again be part of our life.

  

  Business response

  11/09/2023

  Guest has been advised rental vehicle reserved and will be picking up rental on 11/9/23 @ 3:00pm . Affected area will be painted      

  Thank You

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

  Clearwater Toyota 

  Customer Relations Manager 

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

  Customer response

  11/11/2023

   
  Complaint: 20843235
  
  I am rejecting this response because: "Spot painting" and more than three years of incomplete repairs, delays, many visits, have yet to fix it and stop us from driving a car that looks like a junk heap is NOT even a little satisfactory. Spot Painting several times in more than three years has not worked and they have never show evidence that they have the ability to do so! Written communication addressing ALL problems will be mailed this coming Monday!
  
  Sincerely,
  
  *********************

  

  Business response

  11/14/2023

  Guest has been informed we have received approval to paint entire Hood. Only areas that are currently peeling can be addressed   They have not shown up to give us the opportunity to paint hood. Please close this complaint  

  Customer response

  11/15/2023

   
  Complaint: 20843235
  
  I am rejecting this response because: We did NOT reject the verbal telephone offer from ************************* the Customer Relations Manager at **********************. We informed ************* that Toyota's past practice of partially painting only one car part several times during the past three years has NOT prevented more and more paint peeling off in the future just like its been doing for three years or more! WE informed him that we were mailing a detailed written complaint accompanied with supporting documents to a number of different parties who may be able to stop the dealer`s harassing service posturing highlighted by ultimatumes and rude verbal communication. Toyota Motor North ************* and the General Manager Clearwater Toyota are included among others receiving our written complaint and enclosed documents mailed via the **** on 11/13/2023. 
  *********************

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I just bought a new 2023 Toyota Camry. After the sale I was told I would get only one key Fob and that the second key Fob would be mailed to me when available in a month. I was advised that the Fob shortage is a problem with Toyota and not the dealership. After search's on the internet, it appears this has been a problem with Toyota for months. I received no assurance from the dealership that I would receive the second Fob in a month. The Fob cannot be duplicated since they are not available and the car cannot be started without this Fob. If your one key Fob is lost or stolen, THE *** CANNOT BE STARTED until Toyota decides to provide you with another FOB. I realize that this is an issue with Toyota and not the dealership, but the dealership should advised consumers of this before the purchase and not after. This has already been an issue since we misplaced the one Fob we were sharing which made our new car unusable. We only have the one car and this has placed much stress on my family. This is our 5th Toyota in the past 10 years and we have been loyal to the Toyota brand. Apparently, the Toyota **************** has chosen to sell 200 cars with one key Fob rather than 100 cars with 2 key Fob's. This situation is corporate greed with total disregard for their loyal ******************************** Headquarters in *****, ***** agreed that they are still making and selling cars with the key fob yet they refuse to send me one for the car I have already purchased. I am 76 years old with only one car that I need for medical care. If the one Fob I have malfunctions, stolen or lost I cannot drive my car and Toyota refuses to send another Fob which they have and are installing in new cars.

  

  Business response

  01/10/2023

  Customers key was ordered and arrived, we scheduled guest in for the 20th and had his new key cut and programmed to his vehicle. I have attached ****** #****** to show that the services were performed. Please let me know if further action is required.

   

  RFA

  Customer response

  01/12/2023

   
  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

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/27 I was at clearwater Toyota in the waiting room sitting on a couch that was infested with bed bugs. I was bite in several places and when I told management to remove all couches they only removed the one I was sitting in. I am concerned that more people will be hurt and there will be a major bed bug outbreak.

  

  Business response

  07/14/2022

  Business Response /* (1000, 5, 2022/06/30) */ Contact Name and Title: Michael B. Contact Phone: XXX-XXX-XXXX Contact Email: *************@clearwatertoyot.com I have communicated with ******** Please see below for response Thank you for helping with our Guest Mr. ****, I wanted to document for you the steps Clearwater Toyota has taken in regard to the bugs that you discovered in our waiting room on 6/27/22. The Team immediately contacted a extermination company and they have treated the entire area. Further treatments will be on going so no other guest will ever have a similar experience. I have also been informed that the Dealership Principal Operator and he will be inspecting the entire facility. We do sincerely apologize, and I look forward to meeting you if you consider returning to our facility. Enclosed in a FedEx package are several gift certificates that can be used for anything your vehicle may require in the future. Again, please accept our sincerest apologies and I look forward to speaking with you in person Michael B. Clearwater Toyota Customer Relations Manager Direct dial XXX-XXX-XXXX Consumer Response /* (3000, 7, 2022/07/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no documents attached to there response that prove an exterminator or any preventative measures have been taken . The response is vague at best and refer to the bedbugs as "Bugs". Bedbugs are not to be taken lightly. The only effect way to exterminate these insects are heat treatments. I am concerned for the safety and well being of anyone who visits Toyota of Clearwater. What I experienced was horrible, embarrassing and humiliating. I was covered in bites and bedbugs scared of bringing anything back home I was forced to throw almost all on my clothes away since I found so many in my clothing. I left I'm my underwear in front of everyone and a simple apology isn't going to cut it. I need to know they are actually doing something because when I left that day they only removed my sofa and never informed anyone else of the bedbug situation. Business Response /* (4000, 9, 2022/07/08) */ Mr. ****, The privacy and safety of all our guests is our # 1 priority and it has been determined that the BBB public forum is no place to continue the discussion. I have instructed the BBB that no further communication will be taking place via a public domain. You have been provided my direct dial # XXX-XXX-XXXX and I am available to meet with you Tuesday thru Saturday Again, please accept our sincerest apologies and I look forward to meeting with you to review the requested documentation ******* ***** Clearwater Toyota Customer Relations Manager Direct dial XXX-XXX-XXXX

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