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Complaint Details
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Initial Complaint
02/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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.Initial Complaint
02/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a 2017 Jeep Compass Latitude 4x4 on Saturday 1/28/23 from Arlington Toyota Jax, FL. During the test drive, I noticed the door locks were not working properly. The salesman tried to convince me that it was normal but he admitted his error and declared a safety issue. They agreed to fix it. We tried to negotiate fees but they said they're mandatory. I took the car home and issues began later that night. I emailed the salesman on Sunday 1/29/23 in a reply to his email requesting good reviews. I stated that the car may have electrical problems. Monday 1/30/23 at 7am, my dad took the car in for the door lock issue. They saw the issue with door locking system but couldn't figure it out so they took it to the Jeep dealer. They returned the car 4pm Tuesday 1/31/23 saying they were waiting on parts. More issues showed up. Please view the attached timeline table of issues noticed that led to the exchange. Tuesday 2/7/23 (Day 10) was the last straw. The back up cam went dark and never recovered (photo incld). At 2:30pm, My dad and I went to the dealer to return the car within the 30 day exchange policy they heavily advertise. They said they'd return the money and start over. We didn't know they really meant trade-in the Jeep, creating aprox 3k in neg equity rolled into the new financing on a Sentra for 29k. I didn't agree. The Jeep is broken, and I can buy a better car for that price. Around 7pm, I asked for a refund because I didn't trust them. They refused. Exhausted and confused, the finance guy rushed us through signing and we left. After visiting other dealers and my bank, who all said I was cheated, I see how they got double fees. Then I discovered the Sentra still has a lien from prev owner that sold it at auction. Shows like I'm leasing. They don't know I know. They offered to buy back the Sentra and return some fees if I buy a new car from them. I done! I paid for two new tags when I have a transfer tag on file, plus other errors. See full details attached.
Business response
03/02/2023
******
Arlington Toyota exchanged *** ****** into a third vehicle. She is happy with the vehicle.
**** *****Initial Complaint
02/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
There is a second time Arlington Toyota practicing unsafe service! The First time it was an unusual noise and I did mention it a few times to service(email and comeback in person), but ***** did not respond and said they will look next time on my oil change. Second time, Friday January 27th, 2023 the oil change was NOT done properly and right there in the dealership motor oil was coming out from the engine and the motor was ready to blow up! It's NOT safe and could lead to a huge car accident on the road!! Please explain to me why an unsafe practice at Arlington Toyota happened a second time and how to keep my Toyota fixed and safe?Business response
03/14/2023
We corrected the issue, the same day. We reperformed the oil change, cleaned the engine component and underneath where oiled leaked and replaced oil cap.
**** *****
Customer response
03/16/2023
[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:
Today we met with the Toyota Service director and he promised to work on safety and double check before returning the vehicle to the customer.
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
01/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Recently purchased a 2021 Toyota Highlander from Arlington Toyota and was required to pay $1,885.00 for their 1885 program which assures that the vehicles they sell are safe and have all of their features. Amongst other things, this program assures the customer that the vehicle received with floor mats and two key fobs. The car did not have floor mats or a 2nd key at the time of purchase and I was told I would need to wait for the mats to be ordered and delivered. I waited 3 weeks only to have mats put in the car that do not fit the frame of the vehicle and are jammed in on the driver side creating a hazard as the mats often get stuck underneath the gas pedal or the brake pedal. Additionally, the highlander has 3 rows and we only received mats for 2 rows. I sought resolution from the manager, and he said the best he could do was have me pick out the mats I wanted and I would responsible for paying for 50%. Finally, it has been 30 days since purchase and I still do not have a 2nd key. I am requesting help to get floor mats that fit the vehicle and a 2nd key - which I was assured I would receive when I paid 1,885.00 for this assurance but now Arlington Toyota is refusing to follow through on their deal. I have called the sales rep but he refuses to return my calls and the servicing department states that I have to go through the sales department for resolution. Today I went to the store and spoke to the sales manager and this is when the above occurred.Business response
02/08/2023
We have notified *** **** and will resolve all issues to his satisfaction.
**** *****
Initial Complaint
01/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My goal is to receive a full refund from the purchase price of this vehicle. Toyota has failed to provide the vehicle that was advertised. The vehicle is a death trap. The vehicle still is in engine failures amongst other faults that all can attribute to injuries and fatalities while in operation. Details have been uploaded. Thank you for your time.Business response
02/15/2023
The customer has filed a complaint with TMNA for repurchase of his vehicle.
**** *****
Initial Complaint
11/09/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I recently purchased a 2022 TRD Sport Tacoma 4x4 from Arlington Toyota. After about a month of owning the truck a blemish in the paint caught my eye. I called the dealership and was advised to bring the truck to the Arlington Toyota Collison center for them to assess the problem. The Manager there looked at the truck and determined it was in fact a factory warranty paint issue. I dropped the truck off Monday Oct 31, 2022. On Nov 4th, 2022, I contacted the Collison center on the status of the truck. I was told the truck was about finished and would be washed ready for pick up at 1730. I arrived to pick the truck up at the time provided by the collision center. The keys were turned over to me to inspect the truck. The inside of the truck was dirty, smelt like paint, the passenger side front and back door were scratched with over spray on the cab corner. The keys were returned to them, and I was put back in a provided rental car. The lady there advises me the manager would return to work Monday Nov 7, 2022 and would be in contact on a resolution to the problem. After no call from the collision center, I called to speak to someone about the truck. The front desk said they would get the manager to call me ASAP. Then manager called and stated the painters buff the scratches and over spray out and the truck would be clean and ready for pick up Nov 8, 2022. I arrived at Arlington Toyota Collision center on Nov 8, 2022 around 1700. I was given the keys to truck by the front desk and told the truck was ready out front. After a walk around, the truck still had a scratch in the passenger side front door, there was a part to the door in the cup holder, and the paint smell was still present inside. I returned the keys to the manager and was again put back in a rental. The truck currently has 1,239 miles on it, and I have not yet made the first payment.Business response
11/28/2022
*****,
I am checking to be certain this matter was resolved.
**** *****
Initial Complaint
11/01/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
see Attached documentBusiness response
11/04/2022
We regret *** ********** dissatisfaction with the purchase of the 2022 Toyota Tundra. After reviewing the documents, we do not find he is entitled to a refund or a military rebate. Arlington Toyota will offer to refund *** ******** his monies for the 2022 Toyota Tundra. Arlington Toyota will need to inspect the vehicle before refunding him the monies. This offer will expire November 8, 2022 at 5.00 pm.
**** *****
Initial Complaint
09/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Tag was not delivered 30 days. temporary tag expired. Contacted PRIOR to make sure we would GET it on time due to special circumstances and potential tow due to expired tag. Was given run around and lied about "it's never less than 30 days: DMV sends it AFTER 30 days" Did ask for alternative/compromise (extend the temporary tag) with no desire to help in return. after 31 days no help; "call Monday" (which is also day off, Labor Day) So, given ADVANCED notice and asking for preliminary preventative measures, left with no legal ways to use the vehicle and facing towing/storage fees Purchased 08.02.2022 Called 08.20.2022; 08.27.2022; 09.02.2022 messaged repeatedly. Money for the registration obviously taken by the dealer Common practice to hold the money till the tax year end, but other dealers at least provide the service. They unnecessarily take our time for those endless communications, ruin schedules, deprive expected usage of the vehicle and expose to fines and fees in addition to inconvenience of not being able to safely park and travel around Miami area.Business response
09/21/2022
*****,
The tag was mailed on 08.26.2022. The tag was received 08.30.2022. Sorry for the delayed response.
**** *****
Initial Complaint
08/03/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Dear Jax BBB, On 7/8/2022, I paid a $2000 deposit to reserve a Hybrid, AWD, Limited Rav4 with Arlington Toyota. After placing the order with salesman **** ******, we had a change of plans and decided not to proceed. I'm confident this automobile has already been resold in this new car shortage environment, but they've left me high & dry and have refused to refund my $2000 deposit. On 7/22, I spoke with manager ******* ***** @ Arlington Toyota and he offered me store credit if I buy another vehicle within the next 12 months. We aren't planning on purchasing another vehicle in the next 12 months and even if we were we would not go with this dealership, so the credit won't do us any good. I've also left several voice messages and emailed GM **** ***** - he returned my email on 7/29 and said he would look into it, but he has not returned my calls since then and has not refunded my $2000 as of yet. I'm not a first-time Arlington Toyota customer. Over the past 39 years my family and I have purchased multiple vehicles from Arlington Toyota and had all of our routine maintenance and repairs done there. This "no refund" policy is unethical in every way and I deserve my money back immediately! I appreciate any assistance you can provide. Sincerely, **** ******* ********************* Tel. ************Business response
08/17/2022
*****,
I apologize for the delay in the response to *** ******* concern. I am enclosing the form that *** ******* signed before leaving Arlington Toyota a non-refundable 2,000.00 deposit. We regret he did not purchase the vehicle he left the non-refundable deposit. However we will give him credit towards another vehicle purchase or a service credit that will be good for one year.
**** *****
Initial Complaint
07/07/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I bought a 2020 530i bmw from Arlington Toyota back in February 2021. At the time of the purchase, the vehicle had 16000 miles on it.. It meant that I had 34,000 miles of factory warranty that would cover everything under hood. While, I was signing the paperwork, I was offered an extended warranty to cover mechanical issues after my current warranty. I made the financial advisor aware that the car had a factory warranty. He told me that this warranty will only take affect after my factory warranty. After much negotiation, the warranty was added to the vehicle. Paperwork was signed and I left the store. One year after signing the paper work, my factory warranty ran out at the 50,000 miles mark. I came across a mechanical issue, I contacted the extended warranty through fidelity, I was told that my car extended warranty had expired. I could not fathom why would Arlington Toyota add a warranty to a vehicle that was already covered by the factory warranty. I could not fathom why the financial advisor would blatantly lie about the nature of the warranty and it’s coverage. I went to Arlington Toyota on 7/6/22 to speak to someone concerning the matter and they said that this is none issue to them and they could not do anything. It is concerning because I was lie to spend extra money that I did not need to spend. The car was operating on two warranties that covered the same issues. Arlington Toyota financial representative deliberately misrepresented the warranty program in order to make more money out of me. I requested a copy of the warranty contract and did not receive it.Business response
07/19/2022
*** *******,
The customer purchased the warranty to cover the vehicle. The vehicle was driven more than average causing the warranty to expire with miles before the time. Arlington Toyota will offer the customer $1000.00 as a one-time goodwill gesture.
**** *****
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Get a QuoteCustomer Complaints Summary
54 total complaints in the last 3 years.
14 complaints closed in the last 12 months.