ComplaintsforArlington Toyota Inc

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2/17/23- purchased 2021 Toyota Highlander. During financing, they told me my license plate was 10 years old and they would have to give me a temporary tag and I would receive a new tag in the mail. I had to pay more money due to having to get a new tag issued. Temporary tag expires 3/17/23.2/26/23- I received low oil warning.2/28- dealt with ***** and he got issue resolved. They found the mechanic shorted adding oil due to a following a machine and not reading the manual. 3/2- contacted very nice sales rep ****** inquiring about not receiving my tag still. ****** assured me I had nothing to worry about and that it takes several weeks.3/14- I contact ****** getting very concerned. My temporary tag expires on 3/17 and my family is leaving for vacation this day. 3/15- ****** reaches out and says that finance guy messed up. They CANNOT issue me another temporary tag. I will have to wait till Monday. I have a brand new beautiful car that I cannot take on my vacation now. I also have a fear of my car being towed while Im gone since my tag is expired. I have no idea what my next steps are to get my tag. We leave Sunday and dont return until Thursday. I cannot believe that a temporary tag can not be issued. You would think they would be trying to do everything for me to be able to utilize my car that I need for my vacation.

  

  Business response

  03/18/2024

  We transferred ********************* tag on 2/28 and mailed out her registration on 2/29.  *** was the finance manager, for some reason he told her the tag was up for a 10 year replacement when it was not.  It wont be up for replacement until her renewal next year.  Apparently he came into the office Friday a little after 4:30 about this deal (I was already gone).  ****** is applying for a replacement tag, but *** was already closed.  I looked the deal up in DLR*** and *** checked to replace it, it was not a *** 10 year replacement.  Also, ******* and ****** told me when he was in here on Friday he told them he took the customers plate.
  
  She was not charged any extra for a new tag.  She was charged  $126.65 and the *** charged us $138.85.  The replacement should be in tomorrow or Wednesday at the latest.  

  Customer response

  03/19/2024

  Nobody has contacted me regarding this matter. Its not clear how I am receiving my tag. Will this be mailed back to my home and I should receive it this week? Is this my original tag that I will need to renew next year? Pleas be specific as NOBODY has reached out to me. I have not been able to drive my vehicle since 3/17 when my tag expired. 

   Complaint: 21440123

  I am rejecting this response because:

  Regards,

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

  

  Business response

  03/20/2024

  The registration was transferred in February. The replacement tag was sent ***** today. 

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had Arlington Toyota Collision shop fix my car *********** I paid out of pocket for the front bumper to be replaced. I went to pick it up on 10/17/23 was told everything was good to go. I took it home and had to bring it back on Dec 6 because left side on the bumper fell back **wn. I was out of town so that was the first available date I could bring it back. They keep the car then I pick it back then it look ok. I drove it back home and it the left side of the bumper came back **wn. Again took it back to the them on ***** ******* ***** and **** the manager was aware of the problem. They kept it over night and return it to me ***** to find out they glue the left side to try to get it to hold.I told ******* to check the headlight to because they told took it out when they was trying to fix the bumper and cause damage to the highlight. I attach a picture of to show it still states a malfunction in the headlight. I told her this was unacceptable. I paid a lot of money to have it fix. They need to fix it like the right side. The left side is still not fixed and they want to use glue. Nobody want to talk responsible of the it and I want it fix or give me my money back. The can only has ****** mile on it. The car is still new.

  

  Business response

  01/18/2024

  We have her vehicle n the shop. The parts are ordered to correct her problem.

  **** *****

  Customer response

  01/23/2024

  Arlington Toyota still has not fixed my car. I am still waiting for them to fix my car.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We are a young couple who spent all our savings on our first car: a 2015 Hyundai Santa Fe Sport 2.4L with nearly 79,000 miles. We purchased the car at Arlington Toyota in Jacksonville on June 6, 2023, and it cost nearly $14,000, excluding dealer fees and taxes. On July 14, 2023, after only one month of ownership, our car started overheating on the I-75 Florida interstate after only driving 15 miles. When we called Arlington Toyota, they said they could not look at it as they were not Hyundai dealers, and when we called our local Hyundai dealership, they told us there was a two-month waiting list. So we took our car to 3 different local mechanics. The first mechanic assured us nothing was wrong. The last two mechanics said it was a thermostat issue, so we got that replaced, and after that, they assured us the car was fine. On September 7, 2023, I was driving on the Florida Turnpike near Mile Marker 280 when suddenly a bunch of signals appeared on the dashboard, and I couldn't push the gas pedal any further. Suddenly, the engine had seized. The next day, on September 8, 2023, we were informed that the head gasket had blown, so we had our car towed to Hyundai Central Florida. Our extended warranty (Fidelity) decided they would not cover repair costs and ruled our situation as "owner abuse." In the 93 days we had the car, we only drove around 3,000 miles, so how can this be “owner abuse”? The car has been at this dealership for 41 days without being repaired since we can't afford it. Under Florida lemon law, the implied warranty was breached as the car started giving us problems within a month of ownership. Arlington Toyota is a large dealership that prides itself on selling high-quality vehicles that have passed numerous inspections - but we were proven that is not true since they failed to sell us a good-running vehicle. We request that Arlington Toyota resolve this issue by buying back the vehicle and giving us a purchase price refund or a replacement vehicle.

  

  Business response

  10/20/2023

  We regret the issues with your vehicle. Arlington Toyota sells all vehicles "AS IS NO WARRANTY." If you send me the information on the location of the vehicle, I will contact the Warranty company and find out why the claim was denied. Once I speak with them I will ask them to cover the issue. Also, i need the quote to repair the vehicle. 

  **** *****

   

  Customer response

  10/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: When we purchased the car from Arlington Toyota, we bought an extended warranty plan offered by JM&A Group (**** *** * **** and Fidelity Warranty Services Inc. ***** *********  The finance manager ***** *********** had discussed how the extended warranty is going to cover any costs within the first 3 years. Given that my husband and I are a young married couple, and this is our first car together, of course we did not hesitate to buy the extended warranty. We trusted what ***** and Arlington Toyota was telling us about the extended warranty coverage. We bought the car on June 6, 2023, and then on July 14, 2023, I contacted Arlington Toyota to let them know that our car was overheating after driving it for 15 miles. Arlington Toyota said to take it to a Hyundai dealership and the one in our town had a two-month waitlist. But think about it, within 5 weeks of buying a car, here we are stranded on the side of the interstate. When we bought the car, they told us that "The final price is also subject to repair order reconditioning costs" so does the Arlington Toyota team not inspect cars before they sell them? 

  We took the car to 3 local mechanics and all we had to do was get the thermostat replaced which we did. Then my husband had invasive back surgery in mid-August. On September 7, 2023, I was driving from Gainesville on I-75 and turnpike and my car was doing great. Then after driving for 80 miles, a bunch of signals came up on my dashboard and my engine died. There was heavy traffic with a bunch of semi-trucks so to this day I still don't know how I was able to get out of the Florida turnpike alive or without causing a deadly accident. 

  Long story short, the extended warranty company offered by JM&A Group (**** *** * **** and Fidelity Warranty Services Inc. ***** ******** DENIED us because they ruled it as owner abuse. Mr. ***** please, if you are able talk to them and reason with them it would mean so much to us. Because there is no way that someone that had a car for 93 days can be accused of owner abuse and be denied help from an extended warranty program that they paid. We don't have any money. 

   

  Regards,

  ***** ******

  Customer response

  10/23/2023

  When we purchased our 2015 Hyundai Santa Fe Sport 2.4L FWD vehicle on June 6, 2023, Arlington Toyota sold us an extended warranty package. They assured us that this extended warranty would cover any repairs in the first 3 years of ownership or 36,000 miles (whichever came first). But the finance manager ***** never discussed with us any exclusions from coverage. Section 5 of the warranty document vaguely mentions the exclusions from coverage, but it is the responsibility of the dealership to make the consumer aware of their responsibilities as owner and also how they could be excluded from coverage. On the other hand, I am attaching the CarFax that Arlington Toyota had shown us when we bought the car. They state that the car is sold "As Is" and "With all Faults", but they also reported on CarFax that they performed a maintenance inspection and pre-delivery inspection. On the day that we bought the car, they also never told us if the car had any outstanding issues that needed maintenance. They told us the car was in great running condition. So how come after a month of ownership, our car overheated in the Florida interstate? A dealership that is selling cars with faults should disclose what those faults are to not deceive the customers and put them into a horrible situation such as ours. 

  I am requesting for Arlington Toyota to step in and help us resolve this situation by this week as the Hyundai dealership gave us until Friday 10/27/23 to tow the car out of their premises. We cannot afford the $9,000+ tax repairs. The extended warranty that Arlington Toyota sold us have ruled our situation as owner abuse. We only had the car in our hands for 3 months before the engine blew out, so it is not owner abuse. Please help us out.

  

  Business response

  11/14/2023

  The vehicle Is at the Hyundai store being repaired.

  Customer response

  11/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  ***** ******

   

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So very upset. I suggest you never ever go to Arlington Toyota for repairs. After my treatment I suggest you never spend your time or money there. Late July experienced all dashlights on and car would not turn off. I got it to the dealership where check in personnel were incredulous that this could happen...key out of ignition and car running. Long story short...car in their care for 11 days, they replaced block assy. That is what invoice said. Supposedly this to fix all dash electrical, etc. COST $2300.00. I felt no choice as they said will fix problem. Fast forward 1 1/2 months...drove to St. Augustine...exact same issue. They obviously had not fixed the problem. Called them and it was towed back to the dealership. I have researched and my guess maybe a going bad ignition switch. I'm not a mechanic, but my car has all symptoms. Dealership tonight said pick up car, can't duplicate the issue. I asked if they checked ignition switch...they said can't test a good ignition switch. I now know this is false. Drove home...guess what starting to experience same issues. I just left them! They refused to cover my towing as they said they couldn't duplicate issue. Do NOT go there...DISHONEST!!!

  

  Business response

  09/11/2023

  We have contacted the customer and her vehicle is being towed to Arlington Toyota. 

   

   

  

  Business response

  10/20/2023

  We regret *** ***** dissatisfaction with Arlington Toyota. There is no refund due to the services preformed. The first repair solved the issue with the vehicle. The second repair was a faulty installation by a vendor, that caused the issue. We have instructed *** ***** to contact her insurance company to solve the issue.

  **** *****

  Customer response

  10/24/2023

  I find *** ***** looking for an out.  Never was it mentioned I had an outside vendor do work before!!  He he checks I have had work work done in the past by Arlintin Toyota...and not so cheap, but with excellent results.  No outside vendor!!  Why is he resorting to lies.  As stated before paid $2300  to fix issue..it was not fixed as same issue's arose a few days later in St Augustine.   Arlington towed my vehicle back to them and then said I needed $6000 + repair..The *** ***** (sorry for spelling) said no it was fixed.  It was not..same symptoms...then oh ..*** ***** said we put our next level mechanics on it and it will be $6000+.  I'm sorry, and amazed thar *** ***** would put his reputation on the line for this.  I am not asking for total refund just  labor...as it seems there are tiers.  

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 2019 Jeep Wrangler Unlimited Sport on July 1st 2023. On the test drive notice it was pulling to the right and mention to our sales person Jorge. While working on out purchase we also mention the issue to ******* ***** the General Sales Manager and ***** **** a Sales Manager. They assured us that they will get us in to get it check out that week. We had a plan trip to New Jersey that following weekend and my wife called several times to get the Jeep in but no one called her back. On July 8th 2023 we left to New Jersey in the Jeep and around South Carolina I felt the pulling to the right getting worse and when I braked it would dramatically pull to the right. We got to Rocky Mount North Carolina where I notice the right front tire was smoking, Took the Jeep to ***** Service center and they informed us that the right caliper was blown out and the pistons was stuck open. They could not find the part and advice not to drive the Jeep. Called several Times to Arlington Toyota talk to several people but took 5 hours for ******* ***** to call back. On the call we told him this problem and he was extremally rude and told us to drive it back and return the Jeep on July 10 2023 at 9AM. We went on our trip in a rental car and told ***** to fix the brakes and we be back next Saturday July 15 2023. They couldn't locate the caliper due to a shortage. Called again to ******* ***** on July 13 2023 and it took 10 hours for him to call back. On that call he was unbearably rude and when I ask that I should risk my life and my family to drive a Jeep back to his store with no brakes his answer was YES then hung up on me. Also on that day I emailed the GM our problem his response is to tow it back instead of fixing the issue. My wife on July 15 2023 finally got the General Manager **** ***** on the line and his solution was to have the Jeep tow back to the dealership and the will cancel the loan. We just wanted the issue corrected by the dealership like they promised.

  

  Business response

  08/11/2023

  The Jeep was repaired and delivered to the customer.

  **** *****

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In September 2019, I purchased a used 2009 RAV4 Limited, painted Blizzard Pearl (White). The RAV4 appeared to relatively good condition with no obvious defects in the paint. My son used the vehicle for college, about 4 hours away from home, Within a year we noticed multiple some paint chips. Over the next couple of years, the problem began to worsen, the paint peeled off in multiple locations down to the bare metal. The appearance is now very unpleasant. About two weeks ago my wife learned that Toyota had a significant quality problem with the Peal Blizzard Paint on multiple vehicles since 2009 and was doing an internal customer care recall to have the affected vehicles repainted. My wife contacted Toyota to inquire and was told that the grace period for our 2009 RAV 4 ended Dec 11, 2022, so Toyota will not assist us in correcting their defective paint job. The program is still active, but only for newer vehicles. We were never notified about this program for over 4 years, Toyota had the ability to contact us based on safety recalls we received. See Toyota ******** ************. I request assistance getting Toyota to correct their defective paint job by repainting my vehicle.

  

  Business response

  07/07/2023

  This is a ****** ****** ** ***** ******* (****) issue. The vehicle is out of the period to repair the vehicle under warranty. The history shows that the consumer was mailed a notification. The best option is to contact ****.

  **** *****

  Customer response

  07/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:.  I dispute the business' claim that I, the owner, was notified of the products defect.(peeling paint issue). I received safety notifications from Toyota, such as a faulty windshield wiper motor, but I did not, ever, receive a notification informing me that Toyota would be willing to repaint my Toyota Rav 4 due to defective paint.   This is my main concern, Toyota had the ability to contact me about this problem, becuase I received other notifications.  Toyota did not notify me of this specific issue, which I gladly would have allowed them to correct their workmanship issue since the vehicle looks horrible. 

  Regards,

  **** *******

  

  Business response

  07/07/2023

  The complaint is with **** not Arlington Toyota. The customer needs to contact **** Customer Service. Arlington Toyota will be happy to repair the vehicle once it is approved thru ****.

  **** *****

   

  Customer response

  07/11/2023

  
  

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me at all.   The local business is adamant that they will take no action at their level, resulting in profound disappointment at the customer level.

  Regards,

  **** *******

   

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Warranty Breach Case 2023 Toyota Tundra VIN: ***************** Acct#: ****************** Purchased on 03/10/2023 (Brand New) Drove 2188 miles The vehicle had a manufacture's defect which caused tie rod along with multiple other parts to break on 05/06/2023 Dealer refuses to provide warranty repair

  

  Business response

  05/24/2023

  ****** ***** ** ***** ******* denied coverage on the vehicle. ****** sent a representative to inspect the vehicle damage. They determined it was outside influence that caused the damage. The best solution is to claim on his insurance.

  **** *****

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/19/2022, I went to Arlington Toyota and test drove a 2022 Toyota Corolla. It was fine. **** *******, my salesperson, said that due to the chip shortage, I had to make a non-refundable down payment and that I was contractually obligated to purchase the vehicle when it arrived. I thought that would be fine. It was not. I noticed immediately that my new car was vibrating at stops and emailed ****, and his answer was only that sounds like a service issue. So, after the vibrating issue, not being able to pair my ***** ***** with the Display unit in my vehicle, and molding coming off of my window, I went to the ****** ****** ******* **********. The service department told me that my display was not even compatible with ***** and would never work. The molding was supposed to be like that and that nothing looked amiss in the motor to cause vibrations. He said "they just don't make things like they used to", maybe I could just pay down on this one and buy a different one. I also sent a letter to Toyota ** explaining my situation and have not heard back from them. I am not happy at all with what I received vs what I thought I would be receiving.

  

  Business response

  06/21/2023

  We have resolved her issues at this time.

  **** *****

   

  see attached

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dropped vehicle off 12/8 with ***** for A/C service. Was called back and told that my vehicle needed a recall done for mold and that it would take "about a week" to get parts. Was advised I was "not legally allowed" to take my vehicle back and thus began a nearly 4 month wait with almost zero communication. At conclusion I discovered that items from the inside of my vehicle had been placed in toyota coolant boxes and left in the rain, including an air fryer and expresso machine from the backseat. Was finally told after 3+ months that I could take my truck back but that if I did toyota wasn't "liable for any damages" After inspecting the recall "repairs" they were poorly performed and didn't abate the moldy sound deadening properly and cracked my instrument cluster during the repair.

  

  Business response

  04/04/2023

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

  We reached out to *** ******* to schedule an appointment to review his issues. At this time he has not responded. We will be happy to replace his items upon review.

  **** *****

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  One of their reps sold me a windshield which she claimed would be OEM. When it was installed it was an aftermarket windshield. Called the dealership and got the run around. Dealership unwilling to solve the problem.

*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. ↩