ComplaintsforSouth Dade Toyota

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I want to first state that this is the second time I have issues with this dealer. Me and my wife have purchased two vehicles at this dealer. An issue regarding Extended Warranty with South Dade Toyota. For comparison, ******* Toyota I had my extended warranty cancelled and refunded 2023. To go into it further it was processed at the dealer and the funds was refunded to my car loan bank in just under two weeks! How it should be done without a hassle!Now speaking about SouthDade Toyota my first vehicle I purchased with them in 2021, I had it traded in at another dealer in 2022. So I wanted my GAP refund because I no longer have the car. No emails or follow up calls were received. After 3 months I finally was able to speak to ***** at Cancellations. It was this time after raising h*** she decided to process my refund. Two weeks later got the check. Now its 2024, I purchased a 2024 Toyota in April and was hit from behind in a car accident in July. Its a total loss. So now I need my 3 extended warranties cancelled and refunded to the bank. ***** again, wants to play games. She told me to not even come in because I need a request from the auto loan bank. Which is total false. I went in to the dealer and Manager ****** told me to fill out the form for my warranty refund. I asked to have it processed and not just be put on the back burner. He denied my request. I called ***** when I left, she was in fact there. Again, playing with me. Mgr **** gave me the form and to fill out. ***** told me she will get back to me that she will speak with her rep. **** lie after lie with all of them. Run around after run around.Im in the process of a total loss with GAP. I will not play this games again. I need them to process my warranties. More then 2 thousand dollars that need to be sent to my auto loan. Customer shouldnt have to go through all this frustration and stress over something Im in my right to have. Process and refund me my extended warranty so I can move on!

  

  Business response

  08/07/2024

  The customer's complaint is in reference to cancellations because of a total loss- We have attached an email from TOYOTA customer experience support in reference to this cancellation as we normally will receive the total loss settlement from the customers insurance and since we have not received that we contacted Toyota to see what to do- according to the email attached that they  do not cancel products until they receive the settlement check from the insurance company but they did state we were welcome to cancel the products and forward the refund directly to them- 

  We wanted to reach out to the customer with this response - we can do the refund and sent it today however the settlement letter will show the mileage and the date of loss and if there is any difference it could cause an additional delay because of the difference in the cancellation- but having the total loss settlement would reduce that from happening-

   

  If the customer wants us to go ahead with the settlement letter - please let us know and if we do not get a response by Friday morning we will go ahead and process the cancellations based on the information the customer provided in her documents that were attached.

  Cancellations are always an issue- a refund can take up to 6 to 8 weeks as we wait for the credit from the warranty company that provided the insurance to the consumer- from the time that the cancellation is received in the accounting office- if the ** department does not explain the time table to the consumer than there is a big misunderstanding about when they believe they should be receiving the refund as well as if there is a lien on the vehicle or not- if we do not have documentation that the vehicle's lien was cleared than the check must go to the finance company- 

   

  Let us know what the customer wants to do - if they have already received the settlement letter than they can send that to us if not we will process the cancellation on Friday Am-

   

  South Dade Toyota

   

   
  

   

   

   

  Customer response

  08/07/2024

   
  Complaint: 22098887
  
  I am rejecting this response because:
  This does not ***********-8 weeks to be credited to my auto loan for one. Two, the so called misunderstandings are the fault of the dealer because no help is given to the customer to fill out the form and inform the customer of the required paper work that is needed. Maybe they should start doing things the right way. And three, I have cancelled and received refunds from other Toyota dealers, which they help and file the paperwork in person the same day and funds are received no later than 3 weeks. 
  

  I spoke with GAP that is connected to South Dade Toyota. GAP will take over the cancellation and refunds with the dealer.
  Before the cancellation department lifts a finger, I rather GAP handle it for me as it is in the best interest for the both of us.

  So to be clear. I trust in *** to cancel and have the funds refunded. I do not trust South Dade Toyota to now decided to make things right because it should have be done right from the start. Im sure I wont be the last complaint given to South Dade Toyota. I will be in contact with the General Manager and above about the shenanigans these employees do to their customers.
  

  Thank you, ******************** for your assistance.
  Sincerely,
  
  ******** Alazores

  

  Business response

  08/08/2024

  We received the total loss settlement this morning and ***** has already processed the refund and has made the refund to Set- It is being overnighted for delivery tomorrow-

   

  The first time I was made aware of this issue was with the BBB Complaint- as soon as it was received I spoke directly to ***** who is in the accounting office- she was only made aware of this cancellation thru the phone call from the customer- she never received a request for the cancellation- She did mention to the customer because it was a total loss that the bank has a different process- ***** contacted the bank to see what she could do to be able to take care of the refund-  she did receive a response and that is what was added to our response to BBB-  

  As we had stated if any of the info was not the same on the documents than that would delay and change the refund- and when the doc's were received the dates were different so ***** did have that correced and submitted the cancellation- 

  Cancellations are processed when we receive the cancellation request in the accounting office- and it can *********** to 8 weeks before the refund will be processed once the warranty company credits our account for the cancelled products-  I will share this complaint with the ** department so they can use it as a teaching moment - and to be sure they communicate the information to the consumer- 

   

  I

   

  Customer response

  08/08/2024

   
  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.
  ***** was clearly aware that we wanted to cancel our extended warranty and made it clear to me not to even come in to the dealer and contact our auto loan bank instead. The managers should too be willing to help and direct the customer to the right person and not just leave them out to hang. What should be done for a teaching module is first be there for the customer and help with the process of the cancellation in person so there is no misunderstanding and have effective communication. I appreciate BBB stepping in and finding a resolution so we all can move on. I unfortunately cannot recommend SouthDade Toyota. 
  
  Sincerely,
  
  ******** Alazores

• Initial Complaint

  12/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Been trying to get the extended warranty canceled for over 5 months now. I have called countless times, left voicemails, spoken with your accounting teams at both the Kia ********************** and Toyota **********************, in addition, sent dozens of emails about getting a refund. I have paid the vehicle off and sold it, and I am *********** a refund from the business.I have been ghosted for over a month now without a single response. I have left messages with your front desk to have a manager call me back because they are "unavailable." I have lost my patience entirely and I can't make it a part-time job to followup every 2-3 days about this.

  

  Business response

  01/02/2024

  We have processed a check from South Dade *** of Homestead payable to ************************* in reference to the Cancellation request- 

   

  The delay in the processing of this refund was because we had not received all of the documentation that was needed - we had emailed the customer however the email was missed- once that was handled it was turned in for processing in November-once the cancellation is submitted it can take up to 6 weeks for the refund -

   

  South Dade *** Of Homestead

   

   

   

   

   

   

   

   

   

  Customer response

  01/04/2024

   
  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. However, I will add that they never informed me when or where the refund would be processed, they ignored emails and phone calls regarding the matter, and never responded to my questions about filling out the form in July. Had there be any reasonable communication from the dealer, then this could have been avoided in its entirety. I would still advise others against using this business, and this is not my first bad experience with South Dade Toyota of Homestead.
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid a $500 deposit for the 2023 GR86 with the assurance that the spec I was interested in would be available in less than 2 months. They contacted me after that 2 months with a spec that was not what I was looking for and told me they would keep an eye out for what I was interested in. Months later and still no word, I decided I wanted another vehicle and reached out to get a refund on the ALLOCATION deposit (i.e. NOT a down payment, but paying for a spot in line to buy the vehicle). They ignored my emails and texts for over 2 months. I called the dealership and spoke with ****, a manager who assured me that I would get my $500 deposit back ********** forward weeks later and I still didn't have the deposit back, so I called again and they told me a manager would call me back to sort things out. No call. I escalate the issue to Toyota Corporate and they tell me to expect a call from the dealership by 10/23, and to send in another request to Corporate if the dealership does not contact me. They didn't contact, AGAIN. Today I sent in another request to Corporate, asking for their assistance, but also wanted to report this business as they blatantly lied to me, ghosted me, and appear to be trying to keep my money without any goods or services purchased. They are NOT a reputable dealership in any sense of the word.

  

  Business response

  10/30/2023

  Hello,

   

  The refund for this transaction has already been processed-  we processed a credit back to the credit card that was used for the original transaction- card ending in ****-on October 20, 2023-  the monies are taken from us as soon as the credit is processed but the customer may not see the credit to his account 24 to 72 hours- 

  Hopefully this will close the case-

   

  South Dade Toyota

   

   

   

   

  Customer response

  10/30/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Dec 16, 2022, We purchased vehicle and traded-in our current vehicle. The transaction included the value for the trade-in, an amount placed on AMEX and cash. This dispute concerns the cash handling, amount and promises not kept.South Dade Toyota has a machine located in a closet about the size of a tower computer. It accepts cash bills and provides a receipt to the person feeding it the bills. At the conclusion of the counting/feeding process, the machine indicated a total of $24,900. I gave the employee $25,000. I asked for a recount and this was not possible according to the employee. I had no recourse but to accept what the machine and the employee told me. I suspect that $100 got lost or misplaced during the counting process.The following day I spoke with *************************, General Sales Manager, of South Dade Toyota. I detailed the occurrences of the previous day and the fact that this business practice allowed for no dispute of the machine totals. He promised to refund me $100 (applying this amount to my AMEX credit card). To date, after multiple communications, I have not received the money promised.

  

  Business response

  01/17/2023

  As a customer goodwill we have refunded the $****** in question to ************************ AMX which he had used for the balance of his downpayment on his vehicle purchase- our customer show see the credit within 48  to 72 hours as the funds will be deducted from us but it will take a little longer from the Merchant processor to the customer's account-

   

  Hopefully this will have the matter resolved-

   

  Thank you-

  We have had our cash machine for a few years now and have not experienced this type of an issue before- the machine is feed the bills and counts it and sends us a receipt with a breakdown of the bills and what type they were- it will  also spit out any questionable bills- for example- -possible counterfeit etc- We did check with our bank just to see if the cash from us was over the ****** but nothing was found-

   

   
  

   

   

   

  Customer response

  01/18/2023

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 11, 2022 I took my vehicle to this Toyota dealership for oil and filter change. The "service advisor" *********************** stated that the vehicle needed new brake pads replacements. As it was Toyota and the price was quote high I gave the approval to replace them. The next day when I pulled out the brakes were making a screeching noise for the first 3 to 5 stops. I waited several days to see if it would go away however, it did not. I took the vehicle back to South Dade Toyota nd explained to them about the screeching sound after the first to fifth stops. The individual *********************** rode around with. me on the vehicle (it does not make the sound after the first four to five stops) and stated that it was perhaps the humidity (vehicle is inside an enclosed garage). He did not offer any other assistance. I have tried calling the "service director ********************* ************ and even emailed him my concern with no results. I contacted the " Toyota ************************ on five occasions. they stated that the dealership was a franchise and could not assist me. All my communications with them were being sent to the dealership ) South Dade Toyota whom would close the case. On January 10, 2023 I spoke to a lady by the name of ***** from the Toyota Brand engagement center who told me that it was out their hands as it was franchise and they could not do anything about the case. I am concerned that If I have an accident due to this brake issue it could take a serous toll on a life. Also South Dade Toyota stated on the invoice that the vehicle had ****** miles when in reality, today the vehicle has only ****** miles. ********** information!

  

  Business response

  01/16/2023

  Customer was complaining about noise brakes after brake job performed.  Appointment was set and customer came back to dealer. After a video of a  full inspection of the brakes  which it was provide to customer for his peace of mind we also gave him a complete verbal  explanation of what was inspected and that the  brakes were in perfect condition and safe to drive. Adviser drove the vehicle with customer and after that the owner also drove  as well and no noise was found at the time. The morning humidity can cause a little quick noise in the brakes in the first few couples miles specially when you do not drive it every day. Customer was satisfied with the final inspection results.

  Customer response

  01/17/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Parents bought vehicle on line 11/28/22 with assistance from my Brother in the area to talk to staff and check out vehicle. Credit check and back up contract and financing done. Check from our ************ given for payment with areas highlighted to fax/email/send paper work, Then ************ to release payment for vehicle. Vehicle released to my Brother, then shipped from ***** to *********** for our parents. ************ has been calling for about a week to get them to send the paperwork and they have thus far stalled and refused to send for them to receive payment of Vehicle from the ************. Fear that they have double crossed us into getting locked into their financing for twice the rate. My brother went to South dade Toyota and their excuse is that it will take another 2 weeks to send the paperwork. This smells of fraud from a Toyota dealer of all places.

  

  Business response

  12/12/2022

   

  According to our records the deal for ******************* was turned into the accounting office on Wednesday Nov 30 - 2022 -we processed the title work on Tuesday December 6, 2022 in which their tag 6861UJ was transferred and will expire in Sept 26 2023 -

  The title for this vehicle will be going directly to the lienholder - they can reach out to my title clerk ************************* ************ ex *************************************** concerns-

   

  Thank you

   

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

   

   

   

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sat. Sept 3, 2022 I was at South Dade Toyota (SDT) to fix my car. I spent more than 5 hours and got the car very late, 45 mins past 5 pm and yet the car was not fixed. As I started the car and took the road, the dash re-began to flash giving the same message. I didn't feel the problem was fixed as I drove the car. I could not return immediately by lack of time. I called SDT on the 9 of Sept. to explain that and got a call back asking me to come back with the car. I did come back on Fri. Sept 16, 2022. This time I was told that it was not the coil that they replaced which fail but another one, coil # 4. I was very skeptical because 1.The car presented the same problem the same day it was supposedly fixed. I left the facility very late that day with much fatigue, and as I took the road, it presented the same problem and the same message on the dash.2.The paper I got from SDT on Sept. 3 doesn't mention at all which coil was replaced. Even for the one-year warranty, on which coil I would have that when the paper doesn't state which of the coils was replaced? 3.The paper they gave me on Sept. 16 states that coil #4 failed. And they asked that I pay again since it was not coil #4 that they replaced on Sept. 3. However, their paper does not specify any. When I brought this out to ********************** attention, he became confused about what coil was changed.4.I got my car fixed in another repair facility and they found that the problem was with coil #4. That facility showed me that it was coil #2 that SDT replaced, a coil that was functioning well with no problem and they left coil # 4 in the car, which is the one that needed to be replaced. I sent letter to SouthDade Toyota claiming my money back. They declined and said that they replaced coil #3, emailing me a so-called report made afterwards making their argument worse. So, I am attaching the picture I sent to them which clearly shows that coil #3 was never replaced; and even replaced would not change anything.

  

  Business response

  10/31/2022

   

  Ms ************************* came to our dealership on 09/03/22 and according to our Toyota service line DTC history  (copy attached) it gave us code # ***** indicating coil # 3 failed which was replace by South Dade Toyota. Customer came back on the 09/16/22 and this time code # ***** came out (copy attached) indicating coil # 4 failed which replacement  was denied by client at the time. After that ****************** went to Inaoly auto tech. corp a non authorized Toyota dealership  and had coil # for replaced by them.

   

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

  Service Manager

  Customer response

  10/31/2022

   
  Complaint: 18314396
  
  I am rejecting this response because:

  -Their paper on the 3rd of  September 2022 does not state which coil that they replace. After I realized that the car was not fixed at all, I took a close look at their paper. Absolutely no replaced coil number is on the paper. I questioned if a coil was ever replaced since this is the first thing a repair facility would put on the paper specially for the one year warranty, to avoid that the client claim repair on another part of the car which is not the one covered by the warranty, for the same money.

  -The car has returned to me -after a long day of fatigue waiting in their facility- exactly as it was before I drove it to them 

  -My discussion with ****************** on the 16 of September 2022 (when I returned) was very edifying to me; he was completely confused when I made him see the South Dade Toyota paper does not mention which coil was replaced. Besides, his confusion made me become very skeptical if a replacement was ever made in my car. This is why I could not believe anything from him. Why on that day he did not come with the report to solve his confusion and help me too to understand when they said that it was not the coil they replaced that failed this time. 

  -It is after I got my car fixed in another facility; after I sent emails and mailed a letter to them claiming a refund that they come with this report on the 29 of September 2022 -completely afterwards- which they say have codes which indicate that coil #3 was replaced the first time.

  -In fact, there is no coil #3 that was ever replaced and they told me that at the other repair facility. A picture of the four different coils of the car - that I sent to them on the 29 of Sept.- clearly shows that coil #3 is a used one. It is strange that a newly replaced coil would look like that. So, their argument is completely wrong.

  I had to pay a second time to have my car fixed for the same problem, so I want the South Dade Toyota to refund me.

  Sincerely,
  

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

• Initial Complaint

  06/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went in for service December 28, 2021 at South Dade Toyota. Thursday April 2022 while traveling for work in *************** my power steering failed. There happened to be a Toyota service center right down the street so I was able to pull my car into their service shop. After inspection, they determined that while South Dades paperwork noted the correct battery was installed, it in fact was the incorrect battery which caused the power steering to fail. I was advised that the correct battery has been on back order for several months which could be why South Dade Toyota put the incorrect battery in. Being unsafe to drive a long distance back home, my choices were to take a rental car and wait the several months for the battery to get in stock or purchase a third party Diehard battery. As the steering column was damaged due to this, I had to get a rental anyway and return Saturday when the car would be ready. ********* Toyota provided copies of the South ************ paperwork showing the correct battery installed and photos of the incorrect battery residing in the car.I brought the paperwork, proof of the incorrect battery, my rental, gas and toll costs to South Dade requesting a refund. The Service Manager ********************* was very dismissive and accepted copies of everything with the promise to call me. He did indeed call me to advise he could not do anything and that I would need to open a case with the Toyota ************************ He was very dismissive and uninterested in customer service. I called the center and filed my case (#************). I called Toyota *********************** three times to try and get resolution. They in turn attempted to get the service manager on the line, but he was either unavailable or not there. After the last attempt, the Toyota *********************** advised since South Dade is a privately owned company, they can only facilitate a phone call so we are going in circles. Please help me, I can provide the pics/doc.

  

  Business response

  06/29/2022

   For customer satisfaction we will Refund $386.72 regarding to the battery expense.

   

  Customer response

  07/10/2022

   
  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

  05/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  South Dade Toyota of homestead has still not refund me my gap insurance from my 2 cars that I recently sold/traded. I submitted my request on 04/13/2022 and still have not received any information regarding my request. They refuse to process my cancellation request even though I submitted all the necessary documentations. They refuse to answer their phones, when I call they transfer me to voicemails, I have left messages with employees and no one calls me back, I have left voicemails with the cancellations **** and no one calls me back. They refuse to process my cancellation. This business practice is unethical, all they care is about making money. they treat their customers like trash. My wife and I bought 2 cars from this dealership and will never do business again with them. their customer service is horrible. Please process my cancellation request and give me back my refund that I am entitled too. I will also make an formal complaint wit the ****************** of ******* Safety and Motor Vehicles.

  

  Business response

  06/11/2022

  I just spoke to my coworker who handles cancellations Eliany, she told me she has been talking to ************** over the phone and by email.  We had mailed a check to address where he no longer resides, accounting is in the process of cancelling the old check in order to issue a new check.  The refund for the second vehicle is here ready for pick up.  Eliany, communicated this info to **************.

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I Live in Key West and my lease on a 2019 Toyota ****** was expiring, so I went to South Dade Toyota to turn it in and wanted to buy a 2022 RAV4, this was on February 26, 2022. I made a deal on the RAV4, and put a $500 down pmt.on it until the vehicle was ready for me to pick-up. I asked about my last pmt. on the ****** and I was told that they would take care of it when they made the payoff on it. Either Southeast Finance would reimburse me the $349.19 for the last payment or I would receive a check from South Dade Toyota. When I went up to pick up the RAV4 on March 23, NO paper work had been done and had to spend almost the whole day there. I gave them another check for the rest of the down pmt., I told them that the $349.19 last pmt. had been taken out of my bank account on March 21st. Again I was told that I would get reimbursed for it. I have called them several times about the reimbursement and they shrug it off. As my husband is 80 yrs. old and I am 76 yrs. old, we can use the money they told me that they would reimburse me. I feel like they are taking advantage of two old people. They should honor the deal they made with me. I appreciate any help you can give me. THAN YOU VERY MUCH!!!

  

  Business response

  04/25/2022

  Hello,

   

  The customer's payoff showing as of March 23- 2022 was 17,545.91 in which we paid 17,600.00 to Southeast Toyota Finance c/o Wachovia-  the report we received from Route One showed the payoff due as well as the next payment which was showing due as of April 20, 2022- because the customer's account had just been deducted for her Mar 20, 2022 payment the payoff was not showing the actual payoff- according to them it takes a few days for the system to get updated- and if there is an overpayment then the bank would normally refund the dealer or the customer-  we had spoken to them this morning and they told us that they sent the customer an overpayment of 54..09 which was the difference between the payoff we had made and the payoff that was due-  they did not mention any other payment-  however we did hear from our customer on Saturday and she had informed us that she did receive her over payment of the car payment as well as the 54.09-  

  I belive the customer is very satisfied with the outcome and no longer is feeling like we were tryng to take advantage of two old people - as that is not our we conduct our business-  

  Please let us know if you require anything to close this case.

   

  Thanks,

   

  South Dade Toyota

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

  Controller

   

   

   

   

  Customer response

  04/25/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17063563, 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. ↩