ComplaintsforAutoNation Toyota Fort Myers

• Initial Complaint

  08/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  During the past weekend I submitted a request for a quote to sell my Jeep Grand Cherokee Laredo. Autonation sent me a quote for $10,000 based on the description, condition, model and mileage. On Monday August 21, I went in to complete the transaction eith Branfon Sharp (who was really helpful, polite, and personable) and after checking my car (and complimenting the great condition and cleaningness of it), the Manager, ******************* offered me $9000 because my Jeep was not a ****** as I had advised. ************** insisted it was not, so I asked for a number to call Corporate because ************** stated, Corporate wss who stated my Jeep was not a ****** and basically told us that we have been scammed by ******* because the rims were smaller than they should have been and it was not a Lareado as advertised. In front of ************** I ran my VIN and it came back to a ******, which I knew it was. Then he alleged I had claimed items like sunroof, larger rims, leather, etc, which I had, as it can be seen on Autonation's offer certificate. The items listed were what the car really has. I didn't not claim anything other than that. After insisting it was not a ******, and that we could not contact Corporate for clarification, he offered me $9500 because my car was "very clean." I decided to take the offer. Once the sale receipt was handed to me, which came from Corporate (or so I was told) it clearly stated my Jeep is a Grand Cherokee Laredo 4WD. I asked to speak to The Manager, **********************, but he ghosted me and never came to talk to me. He was rude, made false allegations, and lie to my face.The quote I received was for $10000 based exactly on what my vehicle has and condition and ************** lie to reduce the price. I am seeking the differece, which is $500.

  Business response

  12/27/2023

  This vehicle was purchased at an agreed upon price by both parties at $9500.00.  The initial internet offer was an estimate based on the vehilce brought in for inspection which specifies this in the offer.  Upon the inspection, the seller agreed to $9500.  All the appropiate documention was signed at $9500.  The seller presented us with the correct title documents and a check for $9500 was issued to the seller.  Since the agreed upon price was accepted by both parties, there is no $500 surplus available. 

  Customer response

  12/27/2023

   
  Complaint: 20505225
  
  I am rejecting this response because the buyer lied to me about my SUV features alleging the dealership had been untruthful about the vehicle I had purchased. Th3 agreem2nt was 10k not $9500. 
  
  Sincerely,
  
  *****************************

  Business response

  12/27/2023

  This customer was explained the offer, accepted the offer, sigend the docs for said offer, and accepted a check in the same amount of said offer.  This transaction was concluded months ago.  We view this matter as closed and feel no futher responses are necessary.

  Customer response

  12/28/2023

   
  Complaint: 20505225
  
  I am rejecting this response because:

   

  It has taken them months to reply, that shows how they conduct business.  Im not going to bother with them anymore but will make sure to warn all those who I know not to conduct business with them. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a 2020 Toyota Tundra from AutoNation Fort Myers on July 8, 2023. During our closing with *********************** (Finance), we were high-pressured into an extended warranty. After getting home and reviewing the warranty, we chose not to keep it. As per contract instructions, we reached out in writing, via email, to the people we dealt with to purchase the vehicle, ************************* and *************************** requesting to cancel the extended warranty. We did not have *************************** contact info. Between Monday, July 10th and Monday, July 31st, we sent seven email requests for help to both ***** and ******. On Monday, July 24th we mailed via **** registered letters to both ************************* and ***********************. No one has replied or contacted us in any way. We arranged the purchase of this vehicle and to trade our old almost entirely via email with no problem corresponding with AutoNation employees, but now no one will respond. We've been entirely ignored. We want the warranty canceled as of our purchase date and mileage. No repairs have been needed or done to the vehicle. We also want our lender/lien holder notified of the cancellation so none of our monthly payments go to paying for the warranty.

  Business response

  08/02/2023

  *****************************, our finance assistant left a message for ************ this morning at approximayely 9:45, and I left a message as well at 3:45.  While we have not communicated directly yet, the vehicle protection plan she has asked to be cancelled has been initiated.  The cancellation will be for the full amount with no proration.  The check will be sent to ********************* directly, and generally takes approximately 3-4wks.  I would be happy to answer further quesions if needed.  My direct line is ************.

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

   

   

   

  Customer response

  08/03/2023

   
  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.

  Many thanks to the BBB for your help. I was completely ignored before reaching out to you, and I greatly appreciate your help resolving this matter.

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

• Initial Complaint

  07/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  AUTONATION AGREED TO PURCHASE MY 06 SEBRING FOR $1500 I SIGNED PAPERS TO THAT EFFECT. I HAD TO GO TO DMV FOR COPY OF TITLE SINCE THEY SENT ORIGINAL TO WRONG ADDRESS. I GOT NEW TITLE AND THEY DID NOT CHARGE ME BECAUSE IT WAS THEIR FAULT. NOW AUTONATION WANT A COPY OF MY RECEIPT SHOWING. I SWIPED MY DEBIT CARD FOR A NO CHARGE TRANSACTION. THEY WILL NOT HONOR THIER OFFER

  Business response

  08/01/2023

  Hello

  Our policy to purchase a vehicle is to have a receipt for all titles purchased within 90 days.  The customer did not want to be inconvenienced and have to go back and pay $10 for the receipt.  We offered the customer $50 additional to the $1500 for the purchaser of the vehicle but the customer was not satisfied.  The sales associate also went to the customers home to take pictures of the vehicle so the customer would not be inconvenienced.  When we followed up with the ********************, she decided she would sell it on her own.  

  thank you, 

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

  General Manager 

  AutoNation Toyota Fort Myers

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

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is second time they scratched my 22 Tundra due to carelessness first denying until I remind them i took pics when i dropped off. First time i was told no problem they repaint its fixed.. No . No reason to repaint a new truck. Today picked up and same door paint gone from edge if door and outside door. They cant believe I'm upset. Buy a $70,0000 vehicle and they cant take care on service. Acted like i was as crazy for being upset yet again this visit with worse damage than before. First tried denying saying tech is careful and meticulous then i pointed out and still denied then said i took pics when i dropped off due to prior incident and ******* agreed yes we did this!!!!!

  Business response

  06/16/2023

  Hello

  The service advisor notified a manager who when engaged with Ms. ********* was taken back a bit as she was quite upset because of the scratch.  However, the intention was always to repair the issue and make it right.  When I learned of this issue today, I personally called Ms. ********* and assured her we would take care of the scratch but needed to investigate the issue and that I would have someone follow up..  I have already directed the advisor to coordinate the repair at the customers convenience.  Our intention is always to stand behind our work and there is no difference here. 

  respectfully, 

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

   

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have purchased 2 2022 RAV4 and 1 2023 RAV4. All had excessive RRear toe in on tire. My steering wheel is not centered on my brand new car , again. They tried to fix it twice and now I brought it in the third time and they are saying Toyota won’t replace suspension parts and it is not adjustable. I am pissed ! My wife had a 2022 and now has a 2023 and ALL 5 cars have had this problem . We had a 2019, 2020 and a2021 rav4 with no problem. The 2022 and 2023 RAV4 has a steering wheel that goes straight in the ditch, if the steering wheel is centered ! Either fix my new car or I am contacting the states attorneys office about lemon law. The manager says there is nothing they can do . ****** ****** *** ** **** *****

  Business response

  05/22/2023

  vehicle was first seen at the dealership on 3/30 for 10k service and complaint of vehicle pulling hard to the right, second visit was 4/29 with complaint of vehicle pulling to the right.   After an inspection of the vehicle it is determined that there are bent components in the vehicle that are not covered under warranty as that would have been caused from an external force.  It was explained to the guest that this is not covered under warranty and why it is not covered.   Guest stated that the vehicle had previously been to Firestone and was recommended to bring to a Toyota Dealer.  

  Customer response

  05/22/2023

  
  Complaint: ********
  
  I am rejecting this response because:  You are only talking about one car!  I had 3 ,2022 rav4s , with same problem and dealership made them better but they were never correct.  My wife has a 2023 that came that way also.  With 5 miles on it , the steering wheel aims for the ditch.  I complained before I took delivery at Germain Toyota,  with this car.  You guys are liars and saying I damaged the car !  Bullshit !   If a part was damaged it was from the transport company who brought the car to these dealerships.    5 cars that are all rav4 delivered to SW Florida are not coincidence!  I still have ANOTHER BRAND NEW CAR AT HOME WITH THE SAME PROBLEM .  TOYOTA IS TO BLAME..    We are old and definitely have not done any damage..  We have owned 8 Rav4 since 2019....    We have had 700 cars in 45 years .

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

  Business response

  05/23/2023

  Hello

  I have the pleasure of speaking with Mr. ********* who has explained his frustration regarding the Rav4.  He was a very nice gentleman that seems to be upset with the manufacturer about this issue.  Apparently, he has traded in the vehicle and purchased a different model from the original complaint.  He is now speaking of another RAV4 that his spouse drives which is also a Rav4 with only 5k miles.  Mr. ********* believes this is a manufacturing issue because he had several with the same problem.  I wanted to reply as we would not mislead or deny work that is under warranty.  However, we would like the opportunity to assist but we would direction from the manufacturer before we can proceed with any recommendations.  He explained to me that his wife is ok and likes the vehicle but he is still bothered that Toyota is not in agreement with his concern. 

  Respectfully, 

  **** *****

• Initial Complaint

  04/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This is my 3rd car buying from Toyota even though I moved to ******* I still go to fort myers the sales rep ********************** told me my car was showing ETA for 03/13 on 03/14 at 9:20 am was told it was not assign a carrier later that afternoon was then told it finally assigned a carrier showing ETA 03/17 ar 9:10 03/17 was told car not there yet at 11:28 am said day then told car was there I ask for Vin number to add to my insurance half an later received a call to cancel insurance cause the car was sold to someone else if they don't pick it up then I can have it unfortunately it was picked up I was then told 2 more was showing ETA for 03/23 I pick up the car 03/25 mine you I had paid a deposit down on 04/18 while at the stop light all the check light came on malfunction the car could barely moved I managed to pull in a parking lot I called ******* she give me the towing number my car was towed to toyota of ******* on 04/19 the service rep call to say they took care of the check light covered under the warranty but they assume rodents were eating the wire and I had to pay ****** out of pocket for diagnostic and I have to file a claim with my insurance to cover expenses I called ******* she says I bought the car already nothing she can do that's what I have insurance for I then called the general manager ******************************* told him my situation he was very rude aggressive he can't do anything I already bought the car I even ask for a discount he bluntly says no since it's only 3 weeks I have the car I went ahead and pay ****** for my safety turned out there is no sign of rodents eating at the wire it was just there assumption it's the car problem I still had to pay ****** .it was nice when I bought the car ******* can you give me good reviews so I can get a bonus but when in time of need they bluntly show me down without trying to help when I only had the car for three weeks

  Business response

  04/21/2023

  Hello 

  **************** purchased a vehicle that arrived two days before she purchased it on 3/25/2023.  The vehicle was inspected and detailed before delivery with no issues. **************** took delivery and drove to *********, ******* to return to work.  We first heard from her on Tuesday April 18, just shy of four weeks after she took delivery.  She stated that the vehicle lights were on but the vehicle would not run properly.  Our sales professional provided her with Toyota Care roadside assistance so she would be *** to have it evaluated at another Toyota dealership.  She called the next day and provided feedback that rodents have infiltrated her wiring which caused the issue.  We suggested she call her auto insurance as this fall under comprehensive coverage.  She claimed because of concern that insurance rates would increase that she did not want to.  She also stated because she bought the vehicle from us that we should fix it for free.  

  We would absolutely assist but cannot be held responsible for comprehensive damage simply because they do not want to involve their auto insurance.  She also stated because she this is her thrid Toyota that we should take care of it at no cost to her.  My General Sales Manager did inform me of the recommendation to contact her insurance was offered by him and the sales associated but she refused because of previous concerns that were cause her rates to be increased.  

  thank you,

   

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

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used 2019 ********** Mirage from Toyota auto nation January of 2022 and the a/c blower and resistor went out before December 2022. I pay for a repair plan that doesnt cover it even though I asked before purchasing the plan if a/c was covered. They offered no help to resolve the issue told me it would be $650 to fix because Im over warranty mileage. I can never get a hold of a manger I get hung up on or told they will call me back every time I call and have yet to receive a phone call back.

  Business response

  03/28/2023

  To whom it may concern. 

  This customer purchased this vehicle January 2022 and 11 months, and ****** miles later had an AC issue.  After diagnosis, we came to the conclusion the blower motor was inoperable.  It was declined under warranty so there for it is unfortunately the responsibility of the customer to pay for the repair.  We put customer in a rental at no cost while diagnosing the concern. 

  We will call in the interest of customer service to see if she would accept a 10% discount on the part as we do value all customers and do our best to work with them within reason. 

  Thank you, 

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

  Customer response

  03/31/2023

   
  Complaint: 19853068
  
  I am rejecting this response because: They kept my vehicle for 6 hours, and I had to rent a vehicle for the day in total costing me around $200. They were trying to charge me $250 to put dye in my Freon lines when I told them if it was Freon, it would still blow air. Finally said they couldnt replicate the issue and that it sounds like I know what Im talking about and just wrote the work order. No one buys a car expecting to put $1000 into repairs within the first year of having it. 10% is unacceptable, especially when I did the work of the diagnostics, and still had to pay for that. Also, the repair cost is outrageous.
  
  Sincerely,
  
  ***************************

  Business response

  03/31/2023

  We have investigated. ******************** concern further and came to the conclusion that the air condition is covered under her warranty.  However, the blower motor is not a component of the AC.  Understanding the customer did pay for an extended warranty the ** has decided to work with the customer and provide the coverage for the ************ if she covers the cost of her $400 deductible.  At this time, she did not have the funds to cover this amount, but we will honor this for 60 days, so she is provided ample time for the amount needed.  

  Thank you, 

   

  ******************;

  General Manager

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

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my Land Cruiser in for an oil change in May 2022 and it was found to have Rat Damage. Progressive ended up paying $10K for the repair and I paid another nearly $2K for my portion to the COLLISION department that handled the repair. After 32 days was told my care was ready for pickup. On the drive home there was no ** from the passenger vents and the Master Warning Light was flashing incessantly. I took the car back in and after a couple of days was told it was ready to pick up. The ** was still not working and the Master Warning Light still flashing. I called back to report and no one ever called me back.I was finally allowed to bring the car in to the SERVICE department just before Thanksgiving 2022 for a diagnosis of the problem. They found a non-functioning SERVER that they ALL said was INCIDENTAL and COINCIDENTAL and that no one at AutoNation was at fault for releasing my car BROKEN TWICE and that I would be responsible for the nearly $3000 repair that required them taking apart the entire dash AGAIN.Wrote a 9 page letter to the General Manager, *******************, that was shared with the Collision Manager, *****************, that chronicled my entire now 9 month comedy of ERRORS. I spoke with each of them and they vouch for their TEAM, and each pointed the finger at the other. The entire ENTERPRISE stood together with their story that everyone did their job and these things just happen sometimes. No LOGICALLY thinking person would hear the entire story and conclude that AutoNation did NOTHING WRONG and should NOT be LIABLE for ANY of the cost of the 10 hours of LABOR to open a dash that was already open during the initial repair.NO CONFIDENCE. Have been a customer for over a DECADE. My decade long service representative recently quit after being treated poorly and not given a clean private space to express breast milk after her maternity leave. They are NOT the same AUTONATION they once were. 0 comments

  Business response

  03/07/2023

  Current damage on guest vehicle is unrelated to the rodent damage that the vehicle had sustained repairs for that the insurance company covered.   Because you are a valued guest we have extended discounts during every service visit and are unable to extend any further discounts to cover the cost of the current damage that this vehicle has sustained, that again is unrelated to the rodent damage.  

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 9/24 I took my car in for the ***** mile check up (fluids, rotate tires, and multi point inspection?) when picking up my car (2022 toyota rav4) I did a walk around the car, to see all 4 wheels had ****** on the face and wheel lug holes, also fluids were not topped off. I then went inside and told the service advisor ******** (not sure last name off the top of my head) she came out and took pictures of the damages and went on to ask if I had purchased wheel and tire protection (I did not) she then said seems how I didnt purchase that she doesnt think they would be able to replace the whole wheels, so I said whatever needs to be done to be fixed is fine they were brand new when I got there and now they are scratched, I was told she was going to file a report and the manger would contact me about the matter, no one ever did so on 10/28 (over a month has gone buy with no communication on there end) I called and conveniently enough ******** nor the manager were available at the time, today is 11/02 and still havent heard from them. toyota is a great car but auto nation is not a great dealer the sales side and service side of this dealership have both been below par

  Business response

  11/05/2022

  10/5/2022

  Reached out the above mentioned guest via phone and email no response to date.   We value all of our guests and pride ourselves in a truly exceptional service experience.   Due to the devastation from Hurricane ***, we were closed for several days and many of our associates were not able to come in.  We do apologize that this has taken longer than usual to resolve but we are more than happy to assist with scheduling an appointment for our guest to bring the vehicle in and we will repair any damage to the wheels that had incurred during the 5k visit.    

  
  

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2017 ***** XC60 from AutoNation Fort Myers in April **************************************************** ********. I took the vehicle through inspection in ******** and Fedexed the required paperwork to them. My temporary license plate has expired and we have already been pulled over by the police for having expired tags. Auto Nation personnel are not returning my e-mails or phone calls. It has been 5 months since we purchased this vehicle and we paid them $1,000 to process this paperwork and they have not done it.

  Business response

  09/20/2022

  9/20 Called both *********************** and *********************** Left a message on both phone numbers that were provided.   Vehicle was purchased from our store on 4/12/2022 and to be registered and titled in ********.   There was a delay in processing the paperwork as we were waiting for the proof that the vehicle was on the insurance policy as well as a delay in receiving the *** verification from Delaware DMV.   Once this was all received and the paperwork was signed it was sent to Delaware DMV to process the paperwork.   After 8 weeks, Delaware DMV sent back the paperwork as rejected because the paperwork was not signed with the name listed on *************************** license.   All of the paperwork has to be resigned with the legal name that is listed on the license and then resubmitted to Delaware DMV.  We were made aware that the temporary tag had expired on 9/19 and we sent overnight a new temporary tag to *************************** in ***** per the request of *******************.

*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. ↩