ComplaintsforAutoNation Toyota Fort Myers

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/1/23 I purchased an extended warranty (attached) for my 2023 Venza and attempted to use it on 5/31/24 and was told at the service desk they found no record of such a purchase. I spoke face to face with the Finance Manager ************************************* who requested a copy of the transaction which I Email and he acknowledge receipt during said discussion and would get back to me within a few minutes while my car was being serviced for other items. Still waiting on 7/16/23 for a response.

  Business response

  07/17/2024

  I spoke to ********************, the time he tried to use his extended protection was during the system being down. I informed ******************** to try again now that our system is back up and running. I also told him if he had any issues to please reach back out and we will figure out the issue. but most likely it was only due to the *** outage, and he should be fine. 

  Customer response

  07/17/2024

   
  Complaint: 21995866
  
  I am rejecting this response because: There is no "MR" ******** ....do wonder WHO he spoke to,  I have not spoken to anyone since 5/31 when I initiated the request. The service rep called and verified thru their system on 5/31 that there was no coverage which is why I requested to speak to the Finance Manager. I am requesting a formal written response to me so that this does not occur in the future.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family purchased a Toyota RAV4 XLE and a 72month protection plan ***** 14,2024.Manager ************************* was the representative in charge of selling the car as well as offering a protection plan. He described the protection plan repeatedly stating the plan will cover all expenses to my new car regardless what it was as long as it wasn't involved in an auto accident.Describing even if a five gallon bucket of paint falls over in your car the protection plan will rip out and replace the whole interior and reinstall all new components to restore the car, to mention one of his explanations as to how the protection plan covers everything for 72 months this way.Repeatively saying this car is totally covered and only 100 dollar deductible is charged per incident whenever anything that happens to it other than a car crash.I am paying 100 a month for this plan added to the loan and I am willing to do so when they honor their commitment ***** assured my family all sitting there witnessing what he Said.Upon reaching out today July 15 to Toyota of fort Myers,***** now informed me I have file the claim with my auto insurance company and they have no responsibility to do this repair to a small scratch on the passenger side front fender.My family will not get a service described by ***** to maintain 100 percent of of my car.This tactic of salesmanship should not be applied on anybody at any time.Once the car is bought you are not a valued customer anymore but put in a position you did not want to happen by making a claim to my auto insurer whom raise premiums at the drop of a hat.Thats why we bought this policy for 100 percent protection with an agreed upon payment.***** and Toyota distort the facts intentionally.I received 100 percent satisfaction with this type of insurance on previous purchases elsewhere This is unfair business practices to say the least.Signed, *** and family

  Business response

  07/29/2024

  we apologize for the inconvenience this may have caused you and your family. in cases like this when there is a discrepancy in what a customer expects to be covered, we always refer to the additional information provided when purchasing any form of protection. the plan this customer purchased covers most mechanical repairs but there is no plan that covers paint. the plan they purchased is to cover 90% of what could go wrong with the vehicle mechanically. not accident damage. that would be an insurance claim. also, the additional pages show exactly what is covered and what is not. clearly. we would be happy to provide the additional pages if the customer has misplaced them.

  Customer response

  07/30/2024

   
  Complaint: 21991856
  
  I am rejecting this response because:

  They say one thing repeatedly when selling the car and deny it now

  I have three witnesses to verify the man is a scammer.

  They should be prosecuted for scamming customers.

  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a car in February. I hit an alligator in March. The bumper of the car was damaged, I called the insurance to let them know. they sent me to fix it, when they removed the bumper to fix it, they noticed that the car had already crashed even before I bought it. and it was badly arranged. My insurance investigated and found that the car had hit a house before I even bought it. And the accident was not reported. And Toyota did not properly inspect the car. in the paper I signed for the car it says minor accident. now toyota wants me to stay with the car despite all the evidence that the car is not safe

  Business response

  06/28/2024

  The company provided the customer with $1500 towards the repair of the pre-existing damage.  

  Customer response

  06/28/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  because the car is really not ok. and where the insurance sent me said the car will cost more than 8000 dollars so that it would be fine. and the paper I signed did not say that the car was in that state. If I had known it was in that condition I would not have bought it. The car has not been working for 3 months. I used to make money with the car to pay for the car. It's been 3 months since they didn't want to talk to me to solve this. now they have already affected the credit of the car. they must take the car in reverse.because I didn't sign a broken car. I signed a car with minor accident.The first image is where I hit the alligator. The other images are how the insurance is found inside the car.
  

  Business response

  07/09/2024

  Response from Used Car Director:

  Car passed our inspection,and there is no frame damage.
  Car was fixed by ***** (and we replaced a bumper support piece for him) for the alligator hit that he incurred, we will not be taking the car back or paying any of his payments that he missed.

  Customer response

  07/09/2024

  
  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

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am absolutely disgusted with this company. First they sold me an SUV with a broken motor mount, on 4/12/2024. I emailed them on 4/17/2024 and left a message on a manager voicemail. Within a few days to let them know what was broke (after I had a machinic check it) when I bought it. I got an email back stating the service manager will take care of me just make an appt. I get to auto nation to drop off my vehicle and they tell me that they need $230 for diagnostics. I told them I am not paying that. I already talked to someone showed her the email which she didnt seem to care about. I said Im not paying that I told you whats wrong with it because of the way I bought it and I let them know which they did not disclose to me when I bought the vehicle. Im sure thats some kind of stupid Florida law but on good conscience you would think that they would be concerned. I then took an Uber home and throughout the whole thing the communication was absolutely terrible. They had my vehicle for five days to fix a motor mount that takes about one to two hours in which you would think they would put above everything else since they sold me the vehicle this way, but no Everything was a issue from start to finish and Im still not finished after waiting for the warranty to cover the part in the service which my warranty did cover, but I had to pay $100 deductible which makes zero sense I picked up my vehicle. I had my husband check and I have a video that they did not properly install the motor mount its missing a bolt in which they snapped off and the other bolt was not tight. This is a liability issue now. I Believe its also warranty fraud because they said they did the job and did it correctly and which they didnt ,They also left dirty hand prints all over my vehicle and a scratch them with a screwdriver. My husband called the morning of getting it back, told the manager the problem and sent him a video for him to say they do 300 cars a day, and they will rent me a car.

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I traded in my vehicle and the company was supposed send payoff to **** Credit. They told me it would be a few days; then even told me they would overnight it the next day but didn't. A week after telling us it would be overnighted, they claimed they didn't send the check because they didn't have the account number. FC says only the *** was req'd (which they had)

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4-20-24 Requested tire replacement. The business put them on front of car instead of back where they should be. Have tried contacting them, but calls are never returned!

  Business response

  05/20/2024

  This has been resolved directly with the customer. 

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 02/15/2024 we bought a used vehicle from Autonation toyota. To start the sales person was super rude and condescending, we ask if the vehicle battery range had been examined and its there were any sensors that needed to be fixed. He response was "if it's on the lot its been through inspection and pass. So we purchase the vehicle and sign all the paperwork and when I asked for the the ** charger they didnt even know the car didnt have one. **** the finance manager told be to go buy a charger and when I returned with to finish signing the papers he would have a check for me. They very next day the 12v battery that powers the accessories went out. Took it back to toyota and they told me to run over to service they had one ready and forgot to install it. The service manager then told me that was a lie, he called ******************* the manager and he directed me to ***** to purchase the battery with the promise of reimbursing me. By the 5th day which was the last day to return the car they called and promised me the check was ready to pick up at the front desk. At this point we have missed 2 days of work with this run around and we are completely out of the return period. I have even made the first payment on the car already. The first check that was "ready" was picked up by an individual that was not named to them. We feel like we have been lied to multiple times and it seems unfair to play with someone who just spent hard earned money to purchase a vehicle. Now we have to wait 60 more days so they can figure out what happen with the check. we did nothing wrong but purchase a car and are now being taken advantage of. We need help from cooperate as it seems like nothing is being taken serious as they got paid and we are no longer important.

  Business response

  04/02/2024

  A replacement check has been sent out - 04/01/2024

  Customer response

  04/02/2024

   
  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

  03/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  Since purchasing (11/11/2023) a 2019 GMC YUKON. The transmission went out only 6 weeks (12/28/2023) after driving off the lot. I have not had the vehicle since. Its been sitting at a repair facility. As I type this its still there. *** had to spend money I dont have on a tow because we were returning from holiday vacation and a rental car with only 10 days covered by the extended warranty. With four kids including a new born in this economy Im sure you understand the predicament this situation has put me and my family in and the amount of stress and anxiety we are in daily. Knowing we have no control over this situation and no one will help us. Wish I could have said something positive but I just cant Autonation has turned our excitement into pain and suffering. To know we have and unreliable vehicle and not know what else can go wrong with it.

  Business response

  03/06/2024

  I do not have a vehicle in our data base with this customer name.  This customer may have the wrong ********************** store.

   

  Customer response

  03/07/2024

   
  Complaint: 21389672
  
  I am rejecting this response because:
  The purchase was made under my business name. Which may be the reason you dont see any record. Please try Call Me Connection LLC. See attached Limited Warranty. 
  Sincerely,
  
  ***************************

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased a Tacoma truck brand from this dealership. Few days later noticed the door panel was not installed properly from the factory. Called them up, they said "bring it in and we'll fix it" - great! Brought it in, they fixed it, but when picking up noticed the door they worked on (driver side front) was scraped on the edge - this was a BRAND NEW truck with zero scratches and very little use at this time. I brought this up to the service manager, he said, we can "touch it up". I said I need it to be fixed in a way that cannot be seen and if that requires you repainting the entire door, that's what I need. I don't need a "touch up" which I can see on a BRAND NEW truck. I didn't have time to argue, so I told them I'll come back. Few months go by, I contact the service manager again (because no one got back to me as was promised) - now the guy says "never heard of this issue, you must have scratched it". Seriously? I scratched it? What kind of a dinky business is this? The same person knows there was an issue the day the car was picked up - why is he lying? I am really not surprised there are so many 1 star reviews of this dealer - but they are the only Toyota dealer in the area, so I guess, customer service doesn't matter. I am not even asking for something extra - I am simply asking for the dealer who scratched up my door, to fix it.

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A week before August 11, I visited the dealer since we bought a car with them and it had a manufacturing defect. Water was entering through the sunroof. They gave me an appointment to replace this part, which they carried out on August 11. They sent me home because this repair would take many hours. When the car was ready I went to pick it up and to my surprise they had scratched the paint on the roof while working on it and they dirty it on the inside. I went to complain about it. It happened for them to correct it and the service manager dared to threaten me and accuse me that he had no proof that it was his workers who scratched and dirty my car. At that moment I was very angry because it is not fair that they wanted to blame me. about this damage to my car, after arguing for a long time they said that they were going to solve it, what they did was they polished it with a white paste that they use, they delivered it to me full of that paste in a few places and now the car is worse for That they damaged the paint and it looks scratched, it is a new car that we just bought and they damaged it and they remain so calm because in the end the one who pays for a car that they damaged is me and this does not seem fair or correct to me. I am writing to you so that this business can find a solution and correct their mistake so that I feel satisfied with my car. Thank you

  Business response

  09/28/2023

  I am not aware of this customer concern.  Please ask them to reach out to me directly for resolution. they can call my office directly at ************ or email me at *********************************

  Customer response

  09/29/2023

   
  Complaint: 20605997
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Business response

  10/03/2023

  I welcome an opportunity to correct the customer's concern. I simply need the owner of the vehicle to reach out to me via call or email so that i may schedule their vehicle in for inspection and necessary repairs. 

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

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

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

*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. ↩