ComplaintsforArlington Toyota Inc

New Car Dealers

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
01/04/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 10/7/2021, I purchased a 2018 F-150 from Arlington Toyota in Jacksonville Florida. During the test drive I indicated a noise coming from the engine and slipping when transferring gears while driving. I was told by the dealership that the issue was a recall on the turbos in the vehicle and it would be fixed at no cost. Because of their voucher, I purchased the vehicle. The following morning, I noticed a loud ticking noise coming from the engine while sitting at idle. I called the dealership and told them the noise was getting worse at which time the told me to bring it back to the dealership to be looked at. After taking the vehicle back to the dealership, they insisted it was a problem with the turbos which would be fixed via voucher. I took them at their word. On 1/2/2022 my vehicle began to run rough and the knocking became much worse. I took the vehicle to a licensed mechanic who informed me that the knocking was in fact my pistons inside the engine were bad and would need a new motor. I contacted the dealership on 1/3/2022 and informed them of the issue. They told me that the would not fix the issue because of the time delay between the engine going bad and the purchase of the vehicle and since I did not buy the extended warranty. Although, I told them there was a issue with the vehicle prior to purchasing the vehicle and the dealership insisting that the problem was a factory issue. The vehicle was purchased at 27,200 dollars.
Business response
01/04/2022
Arlington Toyota regrets Mr. ***** dissatisfaction with his 2018 Ford F-150. Arlington Toyota sold the vehicle "AS-IS NO WARRANTY." The vehicle was repaired by an authorized Ford Dealer at the time of purchase. The vehicle has been driven 11,000 miles with no report to CarFax of any service since the purchase. It would be my suggestion to take the vehicle to an authorized Ford Dealer to see if there are any open campaigns on the vehicle. Also, Mr. ***** declined the extended warranty at the time of sale.
**** *****
Customer response
01/05/2022

[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: At the time of the buy, both the salesman and service department agreed there was an issue with the vehicle. Due to a misdiagnosis of the employees at the dealership, the vehicle was driven in good faith that the issue was fixed and on the word that the sound coming from the engine was a normal sound due to the turbos. The vehicle was self serviced at 128,000 miles and has only needed one oil change since purchasing (5,000 mile service). If the red presents rice of the business ensures that an issue would be fixed, yet it was not, the business has the obligation to fix the issue. The business acknowledged there was an issue with the engine prior to the purchase which was indicated with their “we owe you” voucher to have the engine replaced. A misdiagnosis of the issue does not and should not fall on the customer.

Regards,

***** *****
Initial Complaint
01/03/2022
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My car was in an accident of fault by another and required many repairs. They have had my car for almost two months with no date of completion to fix and keep saying one part is on back order for the last few weeks. I have had to pay for a car rental for this timeframe for their lack of work, ethics, and taking advantage of customers. Meanwhile, expecting the deductible to be paid when I am incurring other charges because of their lack of completing this work. They should not get any business! They are borderline fraud with ripping people off!
Business response
01/03/2022
We regret Ms. ******s dissatisfaction with Arlington Toyota Collision Center. We have ordered a part to complete the repair on her vehicle. However the part is on national backorder and we are unable to complete the repair. GEICO has been contacted to approve some options we have proposed. At this point we are unable to complete the repair.
**** *****
Initial Complaint
12/10/2021
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I called Arlington Toyota to cancel my gap insurance within a month from purchase date. Thay sent me the cancellation form. I signed and returned them all the requirements on 11/12/2021. I called couple of days later and I was told by reception that my request was sent to insurance company. Yesterday on 12/8/2021 I called **** group insurance company to follow up and they said they never received my cancellation request. They told me to contact Arlington Toyota and ask them and send it again, and get a copy of the form signed by Arlington Toyota and send to them directly as well . I called Arlington Toyota and they told me that my request form WAS NOT SIGNED YET (AFTER ALMOST ONE MONTH)). Reception requested the responsible person in finance department to sign my cancellation request and sent it to **** and a copy to me. I called them twice again today and it was not signed yet. I left her two voice messages and asked her to sign and send it to me or contact me and I got no respond or email. This is not acceptable.
Business response
01/05/2022
The customer received the check on 12.22.2021. I apologize for the oversight.

**** *****
Customer response
01/06/2022
[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
11/22/2021
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I recently purchased a vehicle at Arlington Toyota based on an advertised price of $23,781.00 in the Auto Trader. When we visited the dealership and decided to buy we were then informed there was a mandatory fee of $1885.00 added to the vehicle, when asked what for they said all dealers do this. It was NOT listed in the Auto Trader ad, on further challenge we were given a story that it was for window tint and floor mats which was not true, these items were already done at the factory. I feel it was a bait and switch method they use to increase the actual cost of the vehicle. Very poor business practice and not transparent at all. Buyer beware!
Business response
11/22/2021
Arlington Toyota regrets Mr. ****** dissatisfaction. Arlington Toyota will refund Mr. ****** all his monies. The vehicle must be in the same condition as when he purchased with no excessive miles. This offer is good until 11.23.2021 at 5.00 pm est.
**** *****
Business response
11/23/2021
We regret Mr. ****** dissatisfaction.
Customer response
11/23/2021

[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:

Regards,

***** ******
Initial Complaint
10/18/2021
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
on 8/21/21 I was just window shopping and happened to find a car that caught my eye. I decided to apply to see if the price was in my range. I explained to the rep ( ***** *****) that I only wanted to look at this one car and if I didn't like the price I was fine leaving with nothing. Once I said no to the price he immediately tried to find me something else, which I refused multiple times. It led to a screaming match almost because he would not take no for an answer. Fast forward to 10/15/21, I reapplied for the same car but online so I wouldn't have to deal with the pushy salespeople. I started with ******* who gave me an incorrect quote that was higher than the first time. I spoke with ******* in finance who ran my credit 5 different times to get me a lower rate, then they sold the car before I could pick it up. Now they claim they can "get it back" for me. they are absolutely terrible to female customers. Sales Manger ****** could only respond "I don't know" when I explained this.
Business response
10/21/2021
We regret Ms. ******'s poor experience at Arlington Toyota. The vehicle was sold while we were trying to get an approval on the vehicle. Please accept our apologies for the error.
**** *****
Customer response
10/21/2021

[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: This call was a poor excuse to respond to my complaint and **** did nothing but over talk me and basically undermine the situation. His excuses were not justifiable and after all they’ve done I would never buy anything from them. The only thing they can do is remove those inquiries from my credit and remove me from their calling list!

Regards,

***** ******
Initial Complaint
10/18/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 12/15 I bought a vehicle. The vehicle was discovered to have 4 dry rotted and uncleared for safety tires that I was sent home in. They refuse to replace tires/compensate/or speak with me over the matter. There is a 30 day exchange period but they are not guaranteeing that I can exchange it and want me to drive unsound tires 45 minutes to their dealership to “see what we can do”
Business response
10/21/2021
Arlington Toyota has tried to set up an appointment with Ms. ******* to inspect the tires to remedy the situation. At this time she has not set up an appointment for the inspection.
**** *****
Customer response
10/21/2021

[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:the tires were in no condition to be driven 45 minutes to said dealership, I had to have the tires replaced near my home I have small children, am a military spouse and do not have care for my children and was not going to risk the lives of my children driving on tires that were severely dry rotted with no tread it was confirmed by the tire shop that the tires were indeed a safety issue and should not have been sold or driven in the condition they were.

Regards,

********* *******
Initial Complaint
09/21/2021
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This dealer has a deceptive practice of charging a fee of $1,885.00 for Toyota Total Value Package. This package is said to include window tint, car mats and key replacement as well as profit to the dealer. The dealer also charges a $694.00 predelivery fee which represents profit to the dealer. The $1885.00 fee is shown as accessories on their contract and I did not receive benefit from these fees. They pulled floor mats out of another vehicle on their lot that did even fit my vehicle. I do not believe they tinted the windows or will provide me additional keys since I bought a Jeep product. They said this fee is charged to everyone and would not remove it. I did continue with the purchase but feel the practice is deceptive and did not provide the "accessories" promised. This package is not a value and should not be required to be purchased in order to purchase the vehicle. I would like a refund for this package and will gladly return the used floor mats that do not fit my car!
Business response
09/21/2021
We regret *** ******** dissatisfaction with Arlington Toyota. Arlington Toyota will refund *** ******** for her purchase. We will need to set up a time to inspect the vehicle for damage and verify the mileage is not excessive. Please let me know a convenient time to complete the return.
**** *****
Business response
09/24/2021
Arlington Toyota will make the offer good until Monday 09.27.2021 at 5.00 pm. The refund is not an option. If she has items owed Arlington Toyota will get the items she is entitled to have.
**** *****
Customer response
09/27/2021

[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: The dealer is breaching state and federal TILA laws. Specifically Fla. Statute, Ann 520.07 which states the seller must provide a separate written itemization of the amount financed which must disclose the following: Cash Price, amount of down payment, the amounts, if any, included for insurance and OTHER BENEFITS, specifying the types of coverage and BENEFITS, and any taxes and official fees not included in the cash price.
Arlington Toyota purposely buried the $1,885.00 fee for the Arlington Total Value Package in the cash price. It was not disclosed on the contract or the Bill of Sale. The Jeep I purchased was $24,781.00, however the price listed on my documents show $26,666.00. This Total Value Package added no value to my vehicle and did not provide any vehicle specific accessories as stated it would. The dealer is being deceptive by adding these charges in any manner but especially by including in the cash price and not disclosing properly as required by state law.
Again, I request a refund for the amount of $1,885.00 as well request the dealer review their process of charging this fee as it adds to no value to their customers. It only adds value to their bottom line. It appears they are advertising their vehicles at a lower price and then baking in this extra package. DECEPTIVE PRACTICE that should be stopped!

Regards,

***** ********
Initial Complaint
09/20/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
When to Arlington Toyota to have my Van serviced, was recommended to have the AC blower replaced and did. Before this my AC was working Excellent, now I have to put my AC on Max Cold and wait around 15 minutes to have it as it was before. Went back to have it recheck, now I have to pay a diagnostic or pat to have the car
Business response
10/04/2021
Advised customer will diagnose only for free. Customer Scheduled to come in on 10/05/21
Initial Complaint
09/13/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 8/21/2021 at I took my 2011 toyota camry to have a fill and flush of the transmission. Arlington Toyota in Jacksonville Florida did the service. The car has been a great car and running well the cost was 206.08 the very next day the car was acting up for my wife she explained to me that the car was shuttering and almost dying at all speeds and the trasmission would not shift. On 8/28/2021 i took the car to Arlington Toyota and to manager *** *** service dept manager. He took it in and assured me they would look at it. Later that day the car was returned to us saying that they found it to be a liter low of fluid and i took the car say they didnt find anything. on 8/30/21 car was doing same thing. The car continues to what i call not shift and shutter at all speeds. On 9/6/2021 i opened the hood looked down and cover for transmission is missing and when i opened service nut to see i found creamy pink yogurt consistency gook manager says he wont fix! sent to 2 corporate emails
Business response
09/17/2021
Arlington Toyota has remedied the complaint.
**** *****
Initial Complaint
09/08/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a vehicle in June 2021 (fifth vehicle I have purchased at Arlington Toyota) and it was damaged by the dealership within the month of purchase. They refuse to fix the problem and I was asked to go to a different dealership. The dealership also created damage to the van I used as a trade in for the new vehicle and refused to fix that damage. The dealership is refusing service for damage they created. Moreover, on the purchase of the vehicle I was charged an $1800 accessories fee stating it was for the keys of the vehicle. Now they asked me to go to a different dealership which doesn't provide such agreement for the $1800 fee.
Business response
09/17/2021
Saturday May 29, 2021
***** Close arrived at service department for routine service. Advisor discovered tires were low on tread and recommended replacement. ** ***** approved recommendations. While working on the vehicle, the technician discovered both front CV axles were leaking grease and both front control arm bushings were worn. (neither would be considered abnormal for an eight year old vehicle with 192,000 miles on it) After these issues were found, we walked ** ***** into the shop to show her what we found. She became very irate and accused the technician of purposely damaging her vehicle. She demanded we remove the tires she previously approved and reinstall her old ones. The technician reinstalled her old tires as requested, and we delivered her vehicle back to her and did not charge her for any tire work labor.

Friday August 20, 2021
While I was in a closed door meeting with an employee, ***** Close aggressively swung my office door open with her phone in hand recording. She was visibly angry, demanding and overall hostile. She accused the service department of tampering with and damaging her new vehicle the same way we damaged her old vehicle. I attempted to calm the situation and help. Upon further questioning, I found that she had just picked her vehicle up from the body shop and was concerned with a noise from the front end while driving, a noise that she says was caused in June of 2021 while we were tinting the windows. I assured her that we would not purposely damage her vehicle and I offered to road test the vehicle with her so she could point out her concern. At that moment, in front of other customers and employees, she again became loud, aggressive and even more demanding. I advised her that if she did not lower her voice, calm down and stop being disruptive, I would not be willing to help her and advised that she visit another Toyota dealership. At that moment, she turned her phone on again and started recording. It was at that time I explained that I could no longer help her and I walked away.

She left the Service write up area and returned to my office with a finance manager. I explained the situation to him and they both left the service department.

She ended up with the Finance Director who also encountered her aggressive behavior. He tried to help her by road testing the vehicle with her. After a back and forth with him, he advised her that she needed to leave the property and if she did not, we would call the police.

As she exited the service drive, she sped by me, yelling vulgarities and nearly struck me with her vehicle. (Captured on video if needed)

Thank you,

***** *********
Service Manager
******************************
P: ************ **** ***
F: ************

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business.

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary