ComplaintsforSun Toyota

• Initial Complaint

  07/31/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Went to trade in my car for another signed papers took truck home said it was the weekend so the deal couldnt be officially done Id have to wait and they kept the usb with all the paperwork I received nothing,2 weeks goes by nothing from dealership I then ask whats going and it was a run around they said the first papers I signed with the bank denied it and they were trying to find me a better deal. Another 2 weeks goes by I ask whats going on? They said come in we have to resign with a new bank. I go in and they completely changed the deal the payments the warranty and everything. I said no thanks I want my original car back they said its gone already. I said what happens if I give the truck back they said Id have to pay for the time I had it and the mileage I said I needed more time they tried to pressure me and say the deal was gonna expire. I said I needed more time. I dropped the truck back off the next day and said I was no longer interested. The day after they texted me and said to come pick up the truck it was mine I said I didnt resign they said i owned the truck. They then texted me and said they pushed the original deal through at a different rate and payment and I didnt have to resign because the sale price didnt change and they backed out of the warranty they originally offered. I dont want this vehicle after all this I still have no paperwork either.

  Business response

  08/05/2024

  Our General Sales Manager met with the customer and came to an agreement and customer is satisfied. 

  Customer response

  08/05/2024

   
  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

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2022 Highlander Toyota car from the SunToyota delership in Holiday *******. By the time of the bought, it was afterhours. I mentioned that the car was misding three itens, the spare key, the all weather mats and a *** that conthols the car lateral mirrors. The seller, *************************, assured me that I would get the floor mats and the spare keys next day and that the *** were to be fixed. I also asked for an "I Owe You" document that lusts the spare key and the floor mats. To my surprise, the next day, the seller sent a text message stating that these agreements will not be fullfilled. I would like these three itens to be fixed, or better, to be reimbursed by the dealer for me to seek another authorized dealer to fix these three problems.

  Business response

  07/24/2024

  We can have a second key cut for you and get you floor mats for your vehicle. Typically on a used car if the car does not have these two items they need to be purchased, but if your sales associate included them and then did not follow through I will be happy to get them for you. As far as the know and mirror I would need you to bring the car into our service department to have them look at it to see if we can get these items. Please  come on a Monday or Thursday between 9am-11am is when *** the key guy is here. You can arrive about 8:30am and drive on to the service drive to had them look at the mirror and know. Please ask for *********************** Sales Manager or *********************** Director of Marketing. My direct number is ************
  
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  EDIT: Two weeks passed and they had me come back in to try and get me to sign over 10% higher than what i initially signed, and now my trade in that i got back from them has MAJOR alignment issues. As i told them to bring my trade in back around, i get notifications that my credit is still being pulled!! Over two weeks after signing and told them no to the ridiculous APR, they kept running my credit as im waiting on my car to be brought back to me!!!! Absolutely ridiculous and will be exploring legal action Purchased a Tesla M3 from Sun Toyota. As im checking the car out upon arrival, i notice the range is too low to get home, I immediately ask them to plug it up while we talk over the deal and sign paperwork. I was told there was a level 2 charger on the other side of the property and that he was going to get it charging for me.Over 2 hours from when I requested it be plugged up and the deal being finished, I come out to the car at 10pm with 31 miles of range. I was handed the key card and told sorry, but come back tomorrow and we will get it detailedNever in my life would I think of having to uber home an hour after buying a car, but due to either the incompetence or blatant disregard by the employees that helped me yesterday, that became my reality.I explicitly expressed this concern with ample time to get the vehicle ready. I did more yesterday for Sun Toyota than they did for me, if thats your type of dealership then look no further

  Business response

  07/24/2024

  I am very sorry about your experience at Sun Toyota, First, I would like to send you ****** gift card to refund you for having to uber home and the inconvenience that caused you. Your credit being submitted to different financial institutes was to get you the best rate and program you qualified for at the time. When you came in and spoke with the finance manager and sales manager it was brought to my attention they mentioned getting a draft if you had been approved already for a lower rate. 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new 2024 hybrid RAV4 premium back in December ************************* issues. all the warning lights coming up on the instrument panel and not letting me drive it. It has been taken to the the dealer 5 times its even been towed a couple of times , the service representatives have been trying to help by figuring out what the issue is but have not been able to resolve anything, they have changed sensors , reset the lights , relocate the sun pass sticker I keep having the same issue, I have been patient enough but Im so tired of having to go back to the dealer every month with the same problem and worried about my safety Im afraid for this car to break down anytime in the middle of the road. Vin# *****************

  Business response

  07/24/2024

  Based on our records the vehicle has been in for service and taken care of. The vehicle was in our service department 6/30 and then closed 7/15. Please contact ************************* our Service Director if you are still having issues. He left you a message earlier today. We can also look at trading you into a different vehicle if you feel more comfortable. 

  Customer response

  07/28/2024

   
  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

  06/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Sun Toyota dealer and the finance department are a nightmare.These people lied a lot and mislead in prices . I lease a 2021 truck from them for 3'yrs the truck only has 17, 550 miles and is in excellent shape. Kbb the value is ****** more than the residual value of 27, 355 manager came and told he appraisal the car and that I was going to get just 300 dollars he was a joke . I was either going to buyout or sell to them but it didn't happen because they are the worse night mare they take advantage of senior people telling lies . I also asked them not to run my credit and they did it my credit score went down like crazy . They ran the credit for about 6 times these people are sick . I went to my credit union and they helped me and gave me a good deal. FYI for anyone that going to this dealership first go to your bank get approval and don't listen to them they are bad . I laugh because 300 dollars appraisal that's what the manager told me and and my credit union said the same thing KBB said I have an equity of 10k and the residual value was less ..... I believe the FL state attorney general should investigate this people

  Business response

  07/22/2024

  Our GSM called the customer on Friday and is awaiting a phone call back.

  Customer response

  07/25/2024

   
  Complaint: 21905926
  
  I am rejecting this response because:

  The person that called didn't left caller information. I tried to call but I couldn't reach anyone no one was able to help because they didn't know who called. Please I need the caller information for me to call back 

   

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

  Business response

  07/29/2024

  ******************************* General Sales Manager of Sun Toyota cell phone 863=********. You can text him first so he knows you are calling him back.

  Customer response

  08/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I will be calling the General manager 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bought my vehicle in for service and for the first time ever I was charged a 3% surcharge for using a credit card.I have never paid a surcharge for using my credit card to get any of my vehicles repaired before. This is a ripoff and want to make people aware of this.

  Business response

  06/12/2024

  Can businesses pass on credit card fees to customers?
  
  
  There is no prohibition for credit card surcharges and no statute on discounts for different payment methods. Merchants can impose a surcharge as long as it doesn't exceed the cost of the merchant's processing fee. Merchants may offer discounts for payment by cash, check or other methods unrelated to credit cards.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  When I purchased the vehicle, I was forced to buy the 3 year sun protection plan that I did not want, but was told I had no choice and had to buy this plan. Every time I call to try to set an appointment to utilize the sun protection plan I am bounced around from department to department and given incorrect information every time. I have yet to find anyone who knows what Im talking about besides the *** The finance department told me I didnt have the package or paid for it, but I have proof I did. They also told me that the protection package is only applied when the vechicle is first purchased and theres nothing for you to utilize after youve purchased the vehicle, but upon looking at my benefits in the package, I have multiple free applications of multiple things that the company will not let me use and up to 3 years. The man doesnt have a clue what he is talking about. I have asked to speak to the ** four days in a row. To be placed on hold for hours and being told that someone will call me back that day for no one to call me back. I feel like this company charged me for things that they knew they were never going to let me use. Which To me is stealing you charged me $2000 for a product I didnt want and then will not let me use this product. The receptionist and the man in the finance department have atrocious to deal with.I am thinking about seeking a lawyer to **** I feel like this company takes me as a joke due to the lack of response and the lack of knowledge they possess. I have also left a review on the Better Business Bureau and a ****** review. I still havent received a response from those as well. Why would they care to give me what Im asking for. The package has been paid in full and I never got to use a single thing off of it, and I have been trying to use it within its timeframe. The numerous days of calling and asking for someone to call me back or to speak to someone is over. They can hear from my lawyer now or refund me the 2000$.

  Business response

  05/30/2024

                                    *************************** the general manager has called and left her a message to contact him at ********************* to get this resolved. 

  Customer response

  06/11/2024

   
  Complaint: 21755397
  
  I am rejecting this response because:I want nothing to do with this company. How many times am I gonna be treated with poor customer service? How many times am I gonna be told from people who obviously dont know what theyre doing that I dont have something that I clearly paid for why is the general manager manager the only one who knows what Im talking about. The fact that I was told that I have so many refills on my prepaid package plan and was told by that idiot in the finance department that its only used when I first buy the car so what are all the free applications for, it doesnt make sense. Ive dealt with enough rude people with this company to know that you Could not pay me to ever step foot in a Sun Toyota ever again I would not even rent a car from there through enterprise. I will call *********** because thats who I financed it through and find out if I can refinance and dispute the $2000 I was charged for no reason. Since I was charged for something, I have never been able to use it almost feels like fraud.

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

  Business response

  06/12/2024

                                                       I completely apologize that you feel that way, I have myself reached out to a few times and you have now stated you don't want to utilize the service. I'm not sure how to help you as many customers use the service and yes there was miscommunication from an employee, and you were handling incorrectly which I have no problem reprimand and make the corrective action, but I have tried to assist you. No, I cannot refund the money as they have been applied to the car and come with the warranties I'm trying to help assist you utilize. I hope this find you well again if you would like to speak to me, please call me at ************ to get the service utilize and if not I understand.  

• Initial Complaint

  05/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased a $40,000 car from sun toyota. A week later sent my brother to buy the same car from them. Sun Toyota advertises $100 referral fee and promised me $100 and never got it over to me. Salesman swears up and down it has been sent and I have text messages from him saying I am getting it however it is all I lie. The whole dealership is very sneaky with how they do business. They all lie one after another. I wish I never bought from them. So disappointed

  Business response

  05/30/2024

                              The customer has been in contact with store assistant to set up the customer to pick up his ****** check. thank you 

  Customer response

  06/03/2024

   
  Complaint: 21755269
  
  I am rejecting this response because: I have still not been paid.
  
  Sincerely,
  
  *******************

  Business response

  06/05/2024

                                                                   The customer has the tracking number along with now the screenshots with emails from Tuesday 6/4/2024 between My executive assistant and Himself. So, he can reject if he likes this would conclude our business relationship and when he cashes the check it will be the receipt that he got paid. Have a wonderful day  

• Initial Complaint

  05/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On Jan. 23,3024 I purchased a new Rav 4 2024. After all transactions we came to an agreement ****** out the door, of course taxes added after, i verbally said no extra warranties. I even remember signing my initials stating this when all warranties were offer.2 weeks later my lien holder sends me a letter about all the warranties added and came up to about. $5 ,500 I called dealer and informed of this they explained come over and sign cancellation and money will be send to loan. Went in to sign paperwork on Feb. 15, 2024. Was told it would take about 4-6 weeks.I call dealership after the 6 weeks nobody want to talk to me or return my calls. I have a few text message save were they say will call back, never happens. They gave me accountant number left more than 10 messages never returned calls, ******************.

  Business response

  05/06/2024

                       i apologize the customer has right to be concerned we were backlog, her returned refund,  they are expediting, and it is in process. 

  Customer response

  05/06/2024

   
  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

  05/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Be aware. Misled about pricing, costing me an extra $750 after the fact. I went to purchase a new Rav4 Hybrid with cash in hand. Salesperson ****** said he could only give me a better deal if I took a loan, as the dealership was getting a kick-back from the bank for sending them a client. He as well as the finance manager said there was no prepayment penalties, I could pay the loan off in almost full, and then leave two small payments as the dealership will only get a kick-back if I hold the loan for 3 months. They both have reassured me that it will cost me *** of $100 but in turn I am receiving a huge discount on the car. I received the loan from ******************** (with 800+ credit score - they steered me into a higher interest rate assuming they get a better kickback). I went to pay my loan off and was charged an early payoff fee in additional to 9.59% interest rate. There was also an additional fee off $150 they charged for writing up the loan. In total, I am out of $750. Being dishonest and misleading just to get the sale does not deserve any of my future business. I will also file a report with FTC for bad business practice and steering me into a loan so they can get a kick-back from the lender. After posting my experience with Sun Toyota, a few employees contacted me through emails having intensions to solve the problem. I called numbers provided in those emails several times. All i got was few voice messages from the manager *** which I triedto contact with no success. Its been months and they did nothing to solve the problem they created. That is very poor customer service from employees of **********************. Finally I met with *************************, asked me to bring proofs of paying extra. I did and he said he'll contact me in a few days. Today's 17 days after that 2nd meeting with him, never got any answers/solutions.

  Business response

  05/07/2024

  As *************** mentioned in his complaint , I have reached out to him on more than one occasion and have been unable to connect with him. I have yet to speak with ***************.

  I, again reached out 5/7/24 and left another voice mail. 

  Awaiting his return call. 

  Regards, 

  *** Shows

  Customer response

  05/09/2024

   
  Complaint: 21645051
  
  I am rejecting this response because:

  I've reached out so many times and was always straight to voice mail. *** called and left messages. Somehow we never had chance to speak. I spoke to *************************, if I'm not mistaken about his last name, in person and haven't heard from Toyota since. 

  *** called me again and left message what is an issue and to try figure it out? My whole review says everything what happened, that I've been lied and had to pay more.
  
  Sincerely,
  
  ***********************

  Business response

  05/15/2024

                          Yes, *** is trying to reach you to confirm what is going on from your review. Threats of FTC action and stating mislead when you want Sun to pay you based off a review doesn't make sense .************************* moved to another location   so his and your information has been lost in communication with *** who is willing to help you but needs to have a conversation before we just write a 750. check there is a process we have to follow in order to write a check we have to have documentation and substantiate hence why *** is reaching out. We have to have answers for when we give a check if someone ask why we are giving a check and what for. That including auditors and FTC will be asking us the same question, I hope you and *** connect asap to get to a resolution. thank you for your patience 

  Customer response

  05/16/2024

   
  Complaint: 21645051
  
  I am rejecting this response because:

  I contacted ***, left voicemail last Thursday,  till today no phone call from him. I don't threat anyone just saying how unfair and bad I was treated. The review says everything, so still we can talk but I will say exactly what happened like that review says.
  
  Sincerely,
  
  ***********************

  Customer response

  06/17/2024

   
  Better Business Bureau:
  
  I was satisfied with Toyota's solution. They paid me $750 back.

  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. ↩