Complaints

• Initial Complaint

  12/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to lodge a complaint against Doral Toyota and Toyota ***************** regarding the poor quality of a recently purchased vehicle and the substandard customer service we have experienced. On December 6, 2024, we purchased a brand-new Toyota RAV4 from Doral Toyota for our daughter, trusting in Toyotas reputation for safety and reliability. However, on December 12, 2024less than a week after purchasethe rear driver-side door handle detached completely while my daughter was attempting to open the door. We immediately contacted Doral Toyota and spoke with ****, the service manager, who assured us that the necessary part would be ordered and scheduled a service appointment for December 14, 2024. Despite this, the entire process has been deeply frustrating, and several issues have eroded our confidence in both Doral Toyota and the Toyota brand: The service appointment confirmation incorrectly listed the purpose as "Replace engine oil and oil filter," which was irrelevant for a vehicle with only 127 miles. After driving an hour to the dealership, we were informed that the replacement part had not arrived, and no one had communicated this delay in advance. Despite assurances, we were denied a courtesy vehicle, leaving us without reliable transportation while awaiting repairs on a brand-new car. The defective door handle compromises passenger safety and raises broader concerns about the overall quality of the vehicle. This failure undermines the safety features we prioritized when purchasing this car for our daughter. After finally dropping off the vehicle for repairs on December 17, 2024, and being provided with a rental, we picked up the car on December 18, 2024, only to find the door handle detached again within an hour of use. These failures resulted in wasted time (over six hours spent in traffic to facilitate repairs), unresolved safety concerns, and a complete loss of trust in Doral Toyota's repair team and Toyotas quality assurance..

  Business response

  01/17/2025

  Thank you for your patience while we investigated the issue with your vehicle. After reviewing the incident, we discovered that the door handle was indeed defective and/or broken. We immediately ordered the necessary part for replacement, but unfortunately, it was delayed and did not arrive on the anticipated date.
  We understand the inconvenience this caused, and to minimize further disruption to your schedule, we rescheduled the replacement appointment. Additionally, we arranged for your vehicle to be picked up and delivered directly to your home, so you wouldnt experience any further inconvenience.
  We apologize again for the delays and thank you for your understanding. Please let us know if you have any further questions or concerns.

  Sincerely,

  **** ******
  General Manager
  Doral Toyota

  
  

• Initial Complaint

  11/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This dealership pulled a bait and switch on my elderly father after verbally agreeing not to charge an *** on top of the vehicle's MSRP. I would know because I was on the phone when they agreed to a price in principle. They got him to sign an initial proposal with those terms, but then brought out a separate proposal that didn't mention the ***, instead they added it to the vehicle's price and my father signed it choosing to trust the salesman. When he showed me the contract today, I realized what they actually did. This dealership preys on the elderly and handles their business in an unethical manner.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hidden fees in lease buyout contract date: 10/14/23 The vehicle's payoff amount as listed in Toyota Financial records was $13,631.80 The cash price listed in the lease buyout contract is $16,021.98, including $1024.74 in taxes.$16,021.98 - $1024.74 = ********* (cash price without taxes)There is a mismatch between the payoff amount of $13,631.80 and the cash price without taxes of $*********. $********* - $13,631.80 = $1365.44 (amount that is unaccounted for) This amount is not itemized in the contract, it is hidden within the cash price. I asked the finance director about these hidden fees and was told they were dealer fees that were added. The contract already includes dealer fees listed as a predelivery service charge of $999.00 and an electronic filing fee of $247.95.

  Business response

  10/14/2024

  Mr. ****** signed a buyers order for the vehicle purchase price of $14,997.24. Furthermore, the customer SIGNED an addendum to the signed buyers order stating that he was not purchasing the vehicle off lease from Southeast Toyota World Omni for the stated payoff number, rather DORAL Toyota, was buying the vehicle from Southeast Toyota World Omni and selling it to Mr. ******* In turn, that constitutes as a new transaction, separate and distinct from the lease order and the Southeast Toyota World Omni payoff. There were no hidden fees this was a separate transaction. 

  Customer response

  10/28/2024

   
  Complaint: 22302004
  
  I am rejecting this response because:

  It was explained to me that I was making a separate transaction.

  Sincerely,
  
  ***** Fontecilla ******

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Terrible experience. Very dishonest. I escalated this to **** who ended up hanging up the phone and yelling. This person needs costumer service skills. He has no business dealing with costumers. Not only was I taken advantage of but now I have been yelled at by the manager. Terrible the way they are doing business over there. I hope management reads how I was treated and that this is corrected I feel violated! We recently picked up my car, from Doral Toyota Last week, my car came to a halt in *****, and I had to have it towed to Doral Toyota. Being unfamiliar with the area, as I am not from Doral, I had to leave my car there and travel to ***************, which is where I live. Trusting that Doral Toyota had a reputable and honest mechanic, I entrusted them with my car's repairs. Upon arrival, we spoke with *******************************, the service provider, who we suspect might work on commission. It seemed he was rather insistent on several services that, in my opinion, were unnecessary. He claimed the car required these various repairs to function properly. He said that raccoons had damaged the vehicles cables, necessitating cable replacement, and along with that, he recommended several other services. My trust was further eroded when my son visited the dealership today. He traveled alone to Doral to pick up the vehicle. Sadly, upon returning, I discovered that ********* had added unnecessary services to our bill. To make matters worse, most of these services were labeled as "Customer request," though we had never requested them. Our sole intention was to get the car operational enough to transport it to ***************. We clearly stated this. ********* assured us that all these services were essential for the car to run properly, but it is now apparent that he took advantage of our situation. I talked to other people and they insist that all the services that he added, except for the cable replacement, are regular car services that high mileage car need. All the services could have waited. The services he added, including tire rotation, a three-part top engine cleaning service, battery replacement, fuel injector service, and a six-cylinder tune-up, have significantly inflated the final bill. If it weren't for these services, the bill would have been approximately $2,000.00 less. I want to emphasize that none of these services were requested by us. ********* claimed they were vital to the car's functionality, but it is evident that his intentions were less than genuine. I clearly said to ******************** only needed the car to run to bring it to ***************. He reassured me that all that was going to be done to the car was necessary for the car to run.

  Customer response

  08/24/2023

  Invoice number TOCS138462

  customer number ******

  Business response

  09/18/2023

  Good morning, this is in response to ID ********
  
  
  The guest towed the vehicle in on August 10, 2023. Upon inspection it was determined that the prime concern was due to rodent damage to some wiring and additional items were noticed and recommended for the repair. Doral Toyota does not perform repairs without prior authorization, please see attached invoice and repair order. The guest called to complain and voice her concern about some unnecessary repairs. Doral Toyota offered the guest a refund for some of the repairs in the amount of approximately $600.00 as a goodwill gesture, the guest advised that it wasn't enough and proceeded to insinuate that we were thieves. The offer for partial refund as mentioned above still stands for the guest.

  Customer response

  09/18/2023

   
  Complaint: 20512854
  
  I am rejecting this response because: I wish to clarify a factual error in the information provided. Contrary to what has been stated, **** did not offer a $600.00 reimbursement. The actual figure he offered was $433.00, which I accepted. Following my acceptance of this amount, I expressed my concerns about the quality of service and emphasized the importance of staff training to avoid such issues in the future. During this conversation, I stated that at any point, a customer could report the matter to the *********************** and the ************************ for investigation due to what I believe to be fraudulent practices.
  
  What followed was an entirely unprofessional and unacceptable response from ****. He raised his voice and displayed a complete lack of control during our conversation. Initially, he asserted that he was providing the reimbursement in good faith, but later, he stated that he would not reimburse me at all. It is crucial to note that throughout this exchange, I was subjected to an unexpected and unwarranted recording of my voice without my explicit consent. He claimed to have recorded me saying that I authorized the transaction. However, at no point did I authorize **** or Toyota Doral to record our conversation. I did authorize the transaction but only because I was misled.
  
  I would like to address the circumstances leading to the transaction in question. My vehicle had been towed to your service department due to rodent damage. I relied on the advice of your representative in the service department, who asserted that extensive repairs were necessary for the vehicle to run. I trusted this professional opinion and approved the transaction based on their recommendations. Upon further investigation, it became apparent that many of the recommended repairs were not necessary for the vehicle's functionality, with the exception of the cable damaged by rodents. This situation is akin to consulting a physician for an ear infection and being told that surgery is required for its resolution. The additional repairs were not framed as recommendations but were presented as imperative for the car's operability.
  
  I am deeply disappointed to discover not only the fraudulent activities perpetrated by your company but also the support and endorsement of such practices by your management. It is evident that your management lacks the necessary professionalism and customer-centric approach to handle complaints effectively.
  
  I am requesting a comprehensive investigation into this matter. Additionally, I would appreciate a detailed response outlining the corrective actions you intend to take to prevent such incidents from occurring in the future. I would like the invoice to be examined, and please note all the unnecessary items that I was fraudulently advised to purchase. The car would have run if only the cables the rodent chewed were fixed. Although I appreciate the $600.00 reimbursement, I want to ensure that management, above ****, reviews this incident and takes steps to prevent it from happening again. Furthermore, if this investigation is performed, you will notice that I was pushed to purchase services that exceeded $2,000.00. These services, such as the cleaning of the engine, would have never been done if your service representative had not stated that this was necessary for the vehicle to run. 
  
  I expect a prompt and satisfactory resolution to this matter. Your prompt attention to this issue will demonstrate your commitment to customer satisfaction and ethical business practices.
  

  Business response

  09/28/2023

  *********************** (Service Director) spoke to **************** via phone on 09/28/2023 and came to a resolution with the customer. ********************** will refund in the amount $1337.50. **************** agreed and is happy with the resolution.

  Thank you.

   

  Customer response

  09/28/2023

   
  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. **************** was very helpful and cordially resolved the issue. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  April 25th 2023 9:08AM I drove my 2018 toyota tundra truck to the Doral Toyota dealership service department to have the fuel pump replaced, according to their diagnostic the pump needs to be replaced and my truck was part of a Toyota Bulletin which would allow the dealership to replace the part and get reembursed by Toyota ***. My truck was then under ****** miles or so and it would be covered under the power train Toyota warranty in any case no money out of pocket so everything good up to this point. I was given a rental truck, also a toyota tundra NON 4x4 ( mine is 4x4 big deal for me to pull my boat off the ramp) anyways. I thought it was going to take 3 weeks to a month top to have this repair done because they stated the part was in back-order.Months have passed since.June 30th 2023 at around 11:10AM I arrived to the dealership to find out my truck was vandalized, called Doral police and have a police report filed because the dealeship has no cameras where my truck is parked, I was assured by the service manager the truck damage was to be repaired by the dealership the service advisor assured me he will personally (-keep an eye on the truck) July 15th 2023 I'm still waiting for the truck to be repaired. I've tried to take my truck and have the repairs done elsewhere at my own expense because I can buy the parts online BUT the manager said if I do so then I would have to pay for the Rental they provided out of my own pocket ( because Toyota won't pay the dealer if the repairs are not completed) so I'm stuck with a truck I can't use, and paying for another truck that is sitting in a dealership where its getting vandalized and nobody seems to care. I have a case open with Toyota **************** Headquarters as well but still waiting for a concrete answer from either party.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new 2022 Toyota Camry from Doral Toyota in May 2022. I have experienced metal grinding noises, rough start of the vehicle, transmission issues, and unsafe jolting of the vehicle when operating. I brought the vehicle to the Doral Toyota's service department on two occasions and provided video reference of the issues occurring except the jolting due to inability to video while driving. Both times the service department said there is no issue with the car they can replicate and stated it may be the fuel, it happens when you drive long distances, I may have hit something, or it's the way I drive. I received zero technical explanation as to why a brand new Camry would make theses noises and operate in this unsafe manner. I request the company provides documentation into what has been done to try to replicate the issues and what has been done to diagnosis the issue besides not seeing a warning light. The service department stated to contact Toyota HQs to request higher level technical support to which a case was opened. The case manager referred me back to the dealership or try another dealership to "resolve" the issue. The Toyota case manager said that they do not send technical experts to look into issues and it has to be resolved by the dealer. As the consumer I expect the warranty to be honored and to fully investigate why these issues are occurring in a brand new vehicle.

  Business response

  03/30/2023

  The customer has brought his vehicle on two occasions with a concern of engine noise after driving long distances. The dealership performed inspections and road tests on both occasions and were unable to replicate the customer's concern. A technical case was also opened with Toyota's technical department for all tech resources. I contacted the customer and advised that he can bring the car back in an attempt to demonstrate the concern or leave the vehicle with us to drive longer distances if necessary to replicate the concern and we will provide a loaner vehicle for that inspection. If the dealership is able to replicate and find a defect a repair will be performed and the warranty will be honored. 

  
  

  Thank you.

  
  

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

  Service Director
  

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

  Doral, ** 33172

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

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

  

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Yesterday I called about a New Toyota ****** and the Salesperson over ther phone said to come in if I wanted to negociate with the manager the ***** markup over MSRP for one Sienna arriving in 25 days. When I came in ******* Helped me out and showed me a Paper that said ******** over MSRP.I then spoke to the manager and told him, I was told ***** over msrp over the phone and he said he can't lower anymore. This Dealer Lied about the price over the phone, and Lied saying to come in and negociate the Markup. This is a BAIT AND SWITCH.... Buyer BEWARE FOUL PRACTICE and lying about MSRP...Gonna Report to Miami Dade Consumer Fraud and Toyota ***.

• Initial Complaint

  04/04/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Transaction Date: 2/6/2022 The business committed to provide a full detailed cleaning of the car that was purchased because the previous owner turned it in with stains on the back seat. This was not done. The dealership also stated they would order a second key because they were only able to provide one key at the time of purchase. This was also not done. In both circumstances, they said it wasn't done because the car was not new. The desired resolution would be for the business to keep their promises and get the car detailed and also provide the second key.

  Business response

  04/18/2022

  To whom it may concern - 

  
  

  We have spoken to the customer and they have agreed to withdraw the complaint. 

  
  

  Thank you 
  

  
  

  --
  

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

  Vice President | Doral Toyota

  www.doraltoyota.com
  

  p: ************ ext - ***

  f:  ************

  

  Customer response

  04/19/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16980002, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *********

*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. ↩