ComplaintsforAutoNation Toyota Fort Myers

• Initial Complaint

  04/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/4 I purchased a new car from this dealership. At the time of purchase I was up sold a bunch of services I did not need. We paid cash for the new car. When we left the paperwork we were told to sign was blank and that is still what we have , blank paperwork. After reviewing the additional warranties, I called 2 business days later and said I didn't want it, and wanted to cancel it. After numerous calls, I received emailed paperwork of what ,I wanted to cancel. There was 4 items I had requested so I tried to talk to someone about this. My calls were screened and t9ld the guy was busy etc. Finally on 3/25 The paperwork was submitted and I was told my refund would 2 to 7 weeks. Beyond that I have not gotten license plates transferred for this new car. I finally got out of someone the paperwork had not even been submitted to my home state of Illinois till the 30, or 31- of this month. The temporary plates I was given has expired and I now have no valid plates on my vehicle. Why would it take almost 4 weeks to file paperwork for a new car purchased for cash?

  Business response

  04/26/2022

  Business Response /* (1000, 5, 2022/04/06) */ 4/6 followed up with the above mentioned guest, confirmed with guest that our finance director cancelled the extended warranties she did not want as well as delivered her temp tag to her until Illinois DMV can issue the tag, which is not in our control. confirmed with guest that she is b ringing the vehicle in on 4/14 to inspect the front a/c not blowing on the floor.

• Initial Complaint

  03/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a used vehicle from Autonation Toyota Fort Myers on 11/20/2021. I was offered the Vehicle Protection Plan, Vehicle Care Protection and Tire and Wheel Protection for a total of $4,2111.00. CFS Manager from Autonation said I could cancel at any time if I no longer wanted the Vehicle Protection Plan. I did purchase the vehicle with VPP. The VPP was a total of $4,2111.00 On November 26, 2021 I called CFS Manager to inform that I no longer want the VPP plan which he said he cannot process the paper work at that time. I called CFS Manager on November 29, 2021 did not answer, I left a message to call me back. Called again on December 13, 2021 no answer, I left a message asking what is the status on the cancelation of the Vehicle Protection Plan. On December 18, 2021 I wrote an email to CFS Manager and General Manager. hoping that General Manager could provide a better service and solve this issue. I have not received any response from either. I have called Autonation Toyota Fort Myers via phone on several occasions, all I get is a transfer to someone that will not answer their phone or my messages. I have also requested to talk to the General Manager but is always unavailable. I am requesting to cancel the Vehicle Protection Plan, Vehicle Care Protection and Tire and Wheel Protection and refund the remaining balance due as soon as possible (as agreed by the dealer).

  Business response

  04/15/2022

  Business Response /* (1000, 5, 2022/03/29) */ 3/29 followed up with the above mentioned guest, explained that any products that a guest is wanting cancelled, guest has to come in and sign the cancellation with a finance manager. Emailed over to guest the products that are currently on his vehicle. John C, GM Liz D, CRM

• Initial Complaint

  03/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a car did not want a warranty with and was told that I have no choice but to buy it because the bank said I have to buy under federal law no financial institution can tell me to buy a service warranty I was lied to and want my money back for the warranty

  Business response

  04/08/2022

  Business Response /* (1000, 5, 2022/03/23) */ Hello, We have already spoken with Mr. ***** and offered a re-contract to remove the warranty. He also stated that the CFS Manager stated the Bank prefers the consumer to have a warranty to while the loan is in place. He was suppose to come in March 23, 2022 to complete the new contract with out the warranty. We will still provide this option when he comes in this week. John C. GM AutoNation Toyota Fort Myers

• Initial Complaint

  02/23/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I used auto nation online to receive a quote for the purchase of my vehicle. I filled out the form honestly and received from them a quote for 16,500 for my vehicle. Later I received an updated offer from them for $17000 Which was to expire in five days from that date. The information indicated that if I came in with my vehicle for an on site inspection there was a good chance the offer could be higher. I traveled to their location and the offer dropped to $14,500 so it was a total scan to get me there and take my personal information. My vehicle is in great shape with no issues as I had indicated. They said they didn't have to honor the quote because the offer expired which was not true either

  Business response

  03/14/2022

  Business Response /* (1000, 5, 2022/02/25) */ 2/6/2022 Guest completed an online offer to sell AutoNation Toyota his vehicle. Original Offer, which was sight unseen, and on the original offer of 16,500, it states, "WE RESERVIE THE RIGHT TO MODIFY OR CANCEL THIS OFFER IF THE CONDITION OF THE VEHICLE DOES NOT MEET THE DESCRIPTION OF THE VEHICLE PROVIDED. OFFER VOID IF THE VEHICLE ODOMETER MILEAGE EXCEEDS THE DESCRIBED MILEAGE BY 500 OR MORE MILES. THE AUTONATION CERITIFIED OFFER MUST BE REDEEMED ON OR BEFORE THE EXPERATION DATE LISTED ON THE CERTIFICATE, BUT IN NO EVENT LATER THAN 7 DAYS AFTER THE CERTIFICATE WAS ISSUED. The original online certificate expiration was 2/13/2022. Vehicle was brought into the dealership on 2/20/2022 and received A NEW offer of $14,500 as the original offer expired. JOHN C, GM LIZ D,CRM

• Initial Complaint

  02/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Feb 8th,I left Auto Nation Toyota after bringing the car in for a recall involving a problem that causes a fire in the engine compartment. After more than an hour I was called and told they did not have the parts and would have to order them and it was suggested that I buy a new battery. The car has 14000.miles on it and was only serviced by Toyota. I feel that they caused the problem originally and should replace the battery to insure that I have a safe auto

  Business response

  02/23/2022

  Business Response /* (1000, 5, 2022/02/15) */ 2/15/2022 followed up with the above mentioned guest, Guest vehicle has consumer advisory, from Toyota, for guest to replace the battery on their vehicle with a discount. Guest does not want to pay for the replacement of the battery. As a courtesy to our valued guest, guest is bringing the vehicle in on Friday 2/18 and we are replacing the battery at no charge to guest. John C, GM Liz D, CRM Consumer Response /* (2000, 7, 2022/02/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) No matter what Auto Nation of Fort Myers has to say,they have finally seen the light and will do what they should have done in the first place. Thank you all at the BBB.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We bought a used car from this autonation in 11/2020. We bought gap coverage at the time but decided to pay off the car loan quickly (by January 2021). We were told that the cancellation of gap coverage would be automatic and that we would receive a refund on the remainder in the mail. We waited for 4 months without receiving any word from Toyota, then went to the dealership. After 3 visits to the dealership due to lack of availability of a finance manager, someone finally filed a cancellation request (5/1/2021). He said the refund could take up to 4 months. We received no mail or phonecall and returned to the dealership in September. They said they had no record of cancellation and apologized, stating that they would contact the financial department to resolve the situation. We received multiple reassurances and the cancellation was resubmitted. The experience has been extremely tedious, with the dealership strategy seeming to be avoidance and deferral. In the last conversation with yet another finance manager, I was asked to email him with the previous paperwork, saying there was no way to look up the previous cancellation request. This has been nearly a year of going back and forth to resolve this situation, with no end in sight.

  Business response

  12/18/2021

  Business Response /* (1000, 5, 2021/12/18) */ We have spoken with this customer and re-submitted a refund cancellation pre-dated for the original cancellation date to assure customer gets correct refund amount. The director of finance has also sent in a case (clutch ticket) to expedite the process of the refund. Consumer Response /* (3000, 11, 2022/03/03) */ I received two phonecalls immediately after filing the complaint. I was told by two different managers that they would expedite the refund. It is now 3/2022, and I still have not received a check. I called the dealership again last week to speak with the finance manager but they have not returned my call. I am not sure what I need to do at this point to resolve this situation. Business Response /* (4000, 13, 2022/03/09) */ 3/9 emailed above mentioned guest copies of the checks that were sent to the lien holder on file for the vehicle, Alliant Credit Union. the checks for both of the cancellation were sent out on 1/11/2022. John C, GM Liz D, CRM

• Initial Complaint

  11/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2016 BMW X3 on September 4, 2021, for $29,000. I was told at the time that the license and registration, which I paid for as part of the purchase, would arrive within 30 days. It has not, nor have I been able to reach any solution with the dealer. I've called multiple times and been assured that it would arrive overnight, etc., etc., and haven't received anything. I also contacted the dealer about an "optional" gap contract that was included on my contract, in the amount of $895, asking for that amount to be refunded since I didn't opt into that coverage. (I didn't receive a copy of my contract until a week after the purchase.) I have received no response regarding that issue, either. At this point I've been overcharged $895 and am driving a car that is in violation of the law because it isn't registered.

  Business response

  12/01/2021

  Business Response /* (1000, 5, 2021/11/10) */ 11/10 Finance and Myself have reached out to guest more than 5 times to resolve any issues, and there has been no communication back from guest. Original paperwork has been sent to guest to sign and return as soon as possible as well as a temporary tag for guest to use in the interim. John C., GM Liz D., CRM

• Initial Complaint

  10/28/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  4/23/21 We went to Auto Nation Toyota to fix a leak in the transmission on 2005 Toyota Sequoia. I explained that the leak is causing the transmission to vibrate because of the loss of transmission fluid. They charged us $2237 for supposedly fixing the problem, but the problem still existed after I took the car home. I then called them and told them that the problem was not fixed. They then instructed me to return the car to them. I also had to rent a car for 1 day the first time they made repairs ($40), and also rented a car to return the car to them the second time for 2 days ($80). After returning the car the 2nd time, they called us 2 days later and explained I needed a new transmission or suggested we purchase a new car from them. I took the car in to Lee County Transmission for a second opinion. They diagnosed the problem within 5 minutes of being there, which was a hose leak that's directly connected to the transmission. The cost of the repair was $106.50. The problem was fixed and I did not need a new transmission or a new car. I was very upset that Auto Nation Toyota (the manufacturer of the car) did not fix the problem and charged us $2237, and tried to get us to replace the transmission for $6000. I immediately - after the hose was replaced - went back to Toyota and requested to speak to the general manager, *** K., and complained to him that I was unfairly treated and charged for unnecessary repairs and incorrectly diagnosed with needing a new transmission. I requested a refund of the money spent. He said that he would look into it and get back to me, which he never did until I called around trying to find the Toyota Regional Office to report this. He then called and offered a "credit" towards future repairs in the amount of the hose repair done for $106.50. I truly believe some of those repairs done for $2237 were not necessary because they did not correct the problem. I have not had any issues since the hose was replaced.

  Business response

  11/08/2021

  Business Response /* (1000, 5, 2021/11/01) */ 11/1..above mentioned guest brought vehicle in that is a 2005 Sequoia, with 212,515 miles. Vehicle was originally brought in with check engine light on, and over 30 codes pulled from the engine codes in the vehicle. Work was recommended and signed off on by guest. Vehicle was not brought back to the dealership for over 6 months and 1,016 miles later with a check engine light back on in the vehicle. Explained the timeline to guest and the codes from the vehicle. offered guest a service credit for the hose replacement of $106.50. Guest declined. John C., GM Liz D., CRM Consumer Response /* (3000, 7, 2021/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Auto nation lead us to believe that all those so call codes that they generated with there machines would resolve the transmission problem we went in to fix, but it didn't, They charged me $2200.00 and they didn't even bother to address the simple leak in the transmission, which ended up costing me $106.00. We didn't go in there to fix anything else but the transmission issue. They didn't address the issue we wanted fixed because it was too cheap and easy of a fix and it was not profitable enough for them, so they charged us for other issues they generated with there codes. Then when we call them on it they tried to sell us a new transmission for a additional $6000.00. I am not happy with the suggested solution/offer automation have made. I would like this complaint to remain on the BBB site to help prevent them from doing this to another customer. Business Response /* (4000, 9, 2021/11/04) */ We offered the customer the $106 back and that was declined, again. We do not create the codes that come up on the vehicle, they are generated from the vehicle itself to an application that points out what the issue is with the vehicle. John C., GM Liz D., CRM

*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. ↩