Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint regarding an issue with the front hood mechanism bar inside my 2023 Toyota Highlander, which was caused during a maintenance appointment at Keith Pierson Toyota Dealership on November 7, 2024. Details of the Complaint •The front hood mechanism bar is visibly bent, creating a significant safety hazard for me, my three children, and others on the road. •There is no front-end damage to my vehicle. Where this mechanism and bar is located my vehicle would have to have been in a severe exterior accident to even come close to creating the damage that is now internally showing on the mechanism bar. •After the November 7, 2024 oil change, I noticed that the hood would not close properly. Additionally, the vehicle’s infotainment system does not display a notification that the hood is not securely closed, which is also an additional safety concern. This vehicle was purchased brand new and is still under the bumper to bumper warranty which is 36 months or 36,000 miles whichever comes first. Despite this, the dealership did not offer to repair what is clearly a safety defect and hazard under the warranty contributed to by their negligence. •The hood mechanism worked perfectly fine before this maintenance appointment. Key Concerns 1.Safety Issue: A compromised hood could pose a life-threatening risk should it unexpectedly open while driving. 2.Timing of Discovery: Due to my work obligations and travel, I could not return to the dealership until today. However, the issue arose immediately after the maintenance. 3.Accountability: Honor the warranty and ensure the vehicle is in proper safety condition. As a disabled veteran, safety and reliability are paramount to me. I am requesting the following: •A thorough inspection of the hood mechanism and to repair or replacement of the damaged bar at no cost to me to ensure the safety of my family and other drivers. •A review of the dealership’s maintenance procedures to determine how this issue occurred.

  

  Business Response

  Date: 12/12/2024

  Our Service Advisor has reached out the the customer today 12-12-24 and she is scheduled to return to our dealership within the up coming week.

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a loyal customer of Keith Pierson Toyota for the past 12 years. I own a 2012 Toyota ****** (VIN:*****************). I started to notice trouble with my A/C in 2017 (please see attachments). Once the original warranty expired, I purchased a vehicle warranty through Royal Administrations Services Ultimate, which expired on 6/23/2023 for $3,225.00. At that time, my truck had 70,614 miles on it, and I was experiencing issues with my AC which I brought to Toyota to fix several times. I want to make note that at the time I came for services I was taking care of a disabled child so money was not exactly something I could waste. Attached to this email is a copy of the purchased warranty, and a copy of all services performed by Keith Peirson Toyota. I want to express my disappointment in how much money I have spent trying to fix my air conditioner, and it has never been fixed properly. I also expressed complaints of a knocking sound that is now back after going through my warranty to fix it. At this time, my air conditioner has gone out again, which was fixed through my Toyota warranty, and is not working again. I would like to discuss how we can move forward with getting the truck fixed after numerous attempts to fix the issue.

  

  Business Response

  Date: 11/25/2024

  Customer sent an email on 11-5-24 and our service manager/director replied back to ******** ********** the same day.

  When the vehicle was in our service department pictures and documentation shows a leaking evaporator core and an estimate for $3224.38 that was declined by the customer. In the vehicle history back in 2000 there was a repair order that shows the ac was blowing 56 degrees. However, we would extend a DIA to look at the ac system again to verify what the cause is. Please let me know when you could bring the ****** back by so we could look at the ac.

   

  We have heard nothing back until now with this BBB complaint.

   

  Thanks,

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

  Customer Answer

  Date: 12/02/2024

  Toyota has offered to do a diagnostic on the truck, however upon allowing them to do so they where prepared to charge me $199.00. I then recieved a call today 12/2/2024 telling me it was the blower motor and the cost would be $399. I want to make mention that during the phone call with the service manager today (**** ******** it was rudely mention me having my ac evaporator and radiator completed elsewhere. This is the second radiator on the truck after having Keith Pierson fiix it the first time it was stated there was a problem. Since the purchase in full of this truck in 2012 it has never been to any other dealership for repair (5k,10k, 15k,20k,25k,30k,35k,45k,50k,90k,100k, 105k Miliage services done by Toyota according to the truck recommended services). I have attached again the services completed again as **** made a point to mention after years of attempting to fix my air conditioning issue/radiator I took the truck elsewhere after a large bill to fix what I understood was fixed already previously. **** Kenndy also mentioned that the he had to go back and check the truck after sending a bill of me needing a blower motor. He then mentioned that the antifreeze was low and he needed to do futher test. This is after a 8:45 am phone call just stating the blower motor needed to be replaced and the cost.  I have currently been without my vehicle 11/30/2024. 

  It is also important to note that each time I went in for services there was an offer to buy back my paid in full truck which i declined each time. So I assume that could have been why I have never fully had my truck fixed. I did purchase a warrenty (***** ************* which was attached in first filing) for my truck which at the time I could not afford, however with me constinely having issues with the truck I had no choice. Please see below dates of services versus miles used:

  2/26/17 (58,733 miles)

  5/13/18 (69,988 miles)

  12/24/18 (77,706 miles)

  3/18/19 (79, 659 miles)

  4/11/19 (81115 miles)

  7/12/19 (86010 miles)

  3/10/20 (96158 miles)

  2/10/24 (121991 miles) Final attempt after gettng large bill 

  

  Business Response

  Date: 12/12/2024

  This issue has been resolved with the customer. They took the vehicle elsewhere and brought it back to us where we made the final repairs and worked out all issues with the customer.

  Customer Answer

  Date: 12/16/2024

  I appreicate Toyota's professionalism with providing me a rental and a very through diagnostic review of my 2012 Toyota ******. The fact that the AC unit was taken out of network for the first time in 11 years was not the reason for the faulity accurator system . I would like to highlight that **** ******* was very professional and made the resolution of my repair worth while. Thank you Keith Pierson Toyota for the car rental while my vehicle was repaired and the car wash. 

  Customer Answer

  Date: 12/16/2024

  [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. 

  I appreicate Toyota's professionalism with providing me a rental and a very through diagnostic review of my 2012 Toyota ******. The fact that the AC unit was taken out of network for the first time in 11 years was not the reason for the faulity accurator system . I would like to highlight that **** ******* was very professional and made the resolution of my repair worth while. Thank you Keith Pierson Toyota for the car rental while my vehicle was repaired and the car wash. 

   

  Regards,

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

   

• Initial Complaint

  Date:09/24/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 07/07/24, my husband and I visited ***** Pierson Toyota in Jacksonville to purchase a 2024 Highlander. He entered first while I parked and was greeted by ****** ****** who showed us a navy-blue Highlander and joked about "Yankee blue" since we’re from New York. We wanted to trade in our 2018 Volkswagen Atlas, but they declined, so we opted to trade in our 2018 Honda Accord. After a test drive, everything seemed fine. When we decided to proceed, ****** presented a sheet with the down payment and monthly payments. We questioned the numbers, and he assured us of an "unlimited lifetime warranty" covering services like tire changes and roadside assistance—all for free (first red flag). This was unusual since we had never seen so many free services bundled together. In the finance office, the numbers matched, but nothing was mentioned about these services. The contract was on a long yellow form, typed (second red flag). After leaving, I reviewed the contract and discovered none of the promised items were free; they had been sneakily added:First Mile Powertrain Wraparound Service Agreement: $2,249, Maintenance Agreement: $3,995 Road Hazard: $995. I checked the paperwork, and my signature was absent from these documents; they were fraudulently added! Due to the negative experience, I encountered, I ultimately went to a different dealership and traded in the vehicle, as they refused to take it back at ***** Pierson. I am requesting the return of my $3,000 down payment, The contract was fraudulent and should have been voided immediately when I brought it to their attention. Attached PDF document with complete information.

  

  Business Response

  Date: 10/03/2024

   

  This is ***** Pierson Toyota response.

   

  Ms. ***** and met with our Finance Director stating she had extra products in the vehicle purchase contracts. After reviewing ****** Vashon Finance Director told Ms. ***** that it was optional and could be cancelled if she would like. At that time Ms. ***** completed the cancellation forms for the extra products she had signed for. In our files you can see where she chose the additional products that she electronically agreed and signed for. Cancellations can up to four to six weeks and the full amount would be refunded to finance company and applied to the principal of the loan. Later she contacted ****** because the cancellation were not applied yet. ****** check on the cancellations  and got it handled for her. She came in almost three months later and spoke to one of our sales managers for us to repurchase the vehicle she bought seems that she had buyer’s remorse. Sales Manager explained that depreciation, taxes, and tag work would be taken from the original purchase price, Ms. ***** did not agree and went to another dealership and traded the vehicle in as her decision. Now she is requesting  from us to refund $3000 on the original purchase from three months ago. As this was her sole decision to trade her vehicle in on another vehicle from a different dealership.  We have offered to mail the electronically signed copies or for her to come by the dealership to pick them up and she hung the phone up on us. Again she did cancelled all products and receive full refunds of the contracts. ***** Pierson Toyota will not be participating in any refunds of the downpayment on the original purchase. (SEE ATTACHED) 

   

  Please see attached signed documents.

   

  Customer Answer

  Date: 10/03/2024

  [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: Once again, this company fails to take accountability for their actions. Mr. ******** ********, who responded to my BBB complaint, falsely stated that I returned to the dealership three months later, citing buyer’s remorse. This is entirely inaccurate. I visited the dealership on 07/24, 08/28, and 09/14, in addition to numerous email exchanges. At no point did I mention buyer’s remorse. On 09/14 I speciLically told their Sales Manager, ***** ***** *******, that given everything I had experienced, they should consider buying the car back as a courtesy.

  On 09/24, I received a call from the sales manager, ******** ********, who informed me that there was nothing fraudulent about the contract and that the unsigned papers I had were irrelevant. ******** also mentioned that Mr. ***** had contacted him after receiving my email, stating, "I don’t understand how any of this is fraud. You left a review and exposed things that shouldn’t have been exposed." (Since when are there rules about leaving an honest review?) He further noted that I had contacted the BBB and added, "I’m just going to tell them this isn’t fraud."
  ******** went on to defend ****** ******, claiming he has known him for years and that he’s sold hundreds of cars without issue. He entirely dismissed my concerns, asserting that it was the finance person’s responsibility to go over the details with me. I explained that when I met with the finance person, nothing regarding additional charges was discussed. I had no reason to lie! ******** then claimed that ******, the finance director, had offered to send me the contract electronically, which I supposedly declined. He was being so dismissive with everything that I was saying that I responded, 'Bring ****** into the room, and let’s ask him together.' Initially, ******** stated that ****** was on lunch. I replied, 'I bet he is.' After that, ******** went to get him.
  When ****** joined us, I greeted him and said, 'Mr. ******** stated that you offered to send me the contract electronically, and I declined. On 07/24, when I sat down with you at the dealership, we went over the contract line by line, and you said, They could have given you this electronically; I don’t know why they
  didn’t. Did you offer to send it to me?' He replied, 'No.' I said, 'Exactly.' ****** then added that when he called me on 09/23, he was still talking after I hung up
  October 3, 2024
  and had intended to offer to send it at that point. My question remained: why not send it in the first place? When I went into the office on 07/24 !
  Then they brought up the fact that a sheet payment was signed with an amount of $990 and I advised them that they ran my husband’s credit first and asked about 2 other vehicles that appeared and then stated if you do a trade the payments would be cheaper instead of having 3 cars and after we did the trade he came with a second sheet and new payment options! But they could not find this sheet because I’m pretty sure he got rid of it.
  I also brought up the down payment discussion, where ****** asked if I wanted to pay the full or partial amount because, as he said, 'It was going to hurt your pockets.' He quickly backtracked, saying, 'Oh no, I thought we had a rapport, and I was joking.' This entire situation appears to be a joke to them.
  I then addressed ******** directly, stating that I am uncertain what kind of business they are running where employees add extra fees, managers defend wrongdoing, and customers are judged. Comments such as, 'Money doesn’t grow on trees,' along with the reluctance to refund the down payment as a courtesy— because, as the finance director stated, it would 'hurt his pockets'—are unacceptable. I told him, 'It’s clear I am the joke here, but we are all going to be jokes.'
  They have wasted my time and made a joke of this situation while I have given them numerous chances and as a consumer, I have every right to leave reviews of my experience and contact the BBB, CFPB, or any other entity I believe can assist me with this matter me in this matter.
  I still stand on the fact that I want my down payment of $3,000 back.

  To add to the ongoing misconduct, the documents ******** provided in this BBB response that were never given to me do not bear my signature. My signature, as evidenced by my Florida and New York driver's licenses, previous law enforcement ID, and various other documents, looks nothing like what they’ve presented. This company continues to engage in fraudulent practices, further solidifying my concerns.
  THIS IS NOT MY SIGNATURE!
  

  I do not trust this company at all and will not be providing the entire view of my Identifications. 
  

  (See attached) 

  Regards,

  ****** *****

  Customer Answer

  Date: 10/03/2024

  
  ****** *****
  Jacksonville, FL 32222
                                                                                                                                                                                      October 3, 2024
  
  To add to the ongoing misconduct, the documents ******** provided in the BBB response—documents that were never given to me—do not bear my signature. My signature, as evidenced by my Florida and New York driver's licenses, previous law enforcement ID, and various other documents, looks nothing like what they’ve presented. This company continues to engage in fraudulent practices, further solidifying my concerns. THIS IS NOT MY SIGNATURE!
  Additionally, on page 4 of the documentation, there is yet another discrepancy: the date is listed as 07/12, a day on which I was NEVER at the dealership nor had any communication with them until 07/19/24. 
  
  
  All my original paperwork that I provided, and is attached, shows the date 07/07!
  A synopsis of the Timeline (as stated in the original message sent to BBB Complaint). 

  
  07/07/24: My husband and I visited ***** Pierson Toyota in Jacksonville to purchase a 2024 Highlander.
  07/19/24: My husband received an email from ****** inquiring about the vehicle and whether we had any questions. I responded to this email, copying Sales Manager ******** ********.
  07/24/24: I visited the dealership to address issues in person. ******** ******** recognized me from the previous email because I had cc’d him.
  08/05/24: I emailed ******, as I still hadn’t seen the refund applied to the principal amount.
  08/27/24: The refund had still not been applied.
  08/29/24: I spoke with ****** in person, following up on the unresolved issues.
  09/14/24: After over two months of communication, I visited the dealership again. ****** was off, so I spoke with Sales Manager ***** ***** *******. However, he was dismissive of the situation.
  09/21/24: I sent an email to ***** Pierson regarding the ongoing issues.
  09/23/24: ****** informed me that a meeting would be held to address the situation.
  09/24/24: I received a call from Sales Manager ******** ********.
  

• Initial Complaint

  Date:06/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/28/23, the enclosed bill was charged without the resolving the problem. The car was put in in the shop for a check engine light on. I have a photo proving that the $576.71 in parts and $485.00 in labor was charged and that the check engine light was not repaired. Im contesting these charges and demand a refund of $1061.71.

  

  Business Response

  Date: 06/18/2024

  *********************** the Service Director at Keith Pierson Toyota has reached out twice and left a message each call made for ****************** to contact him. We still have not heard back from ****************. We would like to get the vehicle back into the dealership so we can diagnose any issues and sit down with ****************.

  Customer Answer

  Date: 06/20/2024

  [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: 21818563

  I am rejecting this response because:

  *************** left ONE message for me. I called back about 20 times with no response from Keith peierson or ******************. This should be simple, they charged a fortune and did not repair the check engine light. ( picures of light have been sent. The mechanic claims he did all this work, but 02 light still on. I was advised to cover the bad sensor light with  tape. TAPE! thousand dollars charged for useless repairs. Dont take mechanics word, trust your eyes which clearly shows lit up check engine light. I want money refund, I dont want my car at Pierson Toyota ever again.

  Regards,

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

  

  Business Response

  Date: 07/01/2024

  Customer needs to come to the dealership and speak with ******************. ****************** would like to sit down with ******************. We would like the vehicle to come back so we can diagnose any issues.  

  Customer Answer

  Date: 07/11/2024

  [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: 21818563

  I am rejecting this response because:

  there should be multiple letters to Keith Pierson and well as letters showing dash sensor not repaired. MULTIPLE LETTERS AND PHOTOS as well as letters to Keith Pierson Toyota. You should have these letters also from BBB, as it was confirmed the photos were received by BBB and Keith Pierson. Basically, they charged me $1750 for a $1000 repair. A massive overcharge. You must have these letters and photo received by the business. ************************* **********

  Regards,

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

  

  Business Response

  Date: 07/25/2024

  Customer needs to come to the dealership and talk to *********************** the Service Director. I do not know what else to tell the customer at this point.

   

   

  Customer Answer

  Date: 07/25/2024

  [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]

  ***************** has returned  none of my calls. In addition the issue was never replaced. Parts were put on my car that it did not even need.  So I have spent $1200 so far, climbing to $1650, and still have the same bad sensor sitting on my car. I am not going to pay more, just for the mechanic to again"maybe" fix the issue. No, refund me the money I already have spent fruitlessly or finish the job without additional cost to the customer.

   Complaint: 21818563

  I am rejecting this response because:

  Regards,

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

• Initial Complaint

  Date:01/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an issue arise with my tacoma in late April 2023, I called a different toyota dealership that I was using at the time and scheduled an appointment because my power window wasnt working on my driver window, I explained the issue and scheduled an appointment for the following Wed. May 4, 2023. Unfortunately on May 2, 2023 my truck was hit on highway 23 by a 17 year old child who was ticketed for reckless driving for texting and driving and deemed at fault therefore his insurance covered my repairs at the body shop of their choosing. I called the toyota dealership and explained i was in an accident and needed to cancel my window appointment until my other repairs were complete and my truck was returned to me. I was met with no issue, told to reach back out when I got my truck back. I received my truck back and of course the window was still not functioning as it wasnt prior so rather than scheduling an appointment immediately i waited for my 30k mile oil change (27k miles at the time of my accident) to address it with my service advisor. Fast forward to Dec. 26 i bring my truck in for service and ask for window to be addressed, long story short am being told regardless of ALLLL documentation that my window wasnt working prior to my accident that my warranty will no longer cover the parts/repair. When trying to get somewhere and explain the situation to service advisor we walk out to my *********** open the door to hear rattling around loose parts that were absolutely not there prior to me dropping truck. When service director got involved and was extremely rude and dismissive telling me i was wrong and truck HAD to be making the noise that morning he finally agreed to take off door panel and address, immedietly parts fell from the bottom of the door panel and i looked at him and said youre still going to tell me my door was put back together the way it was? I was dismissed from dealership and told to contact toyota customer care to file grievence.

  

  Business Response

  Date: 01/17/2024

  Customer advised to call her insurance company and take her vehicle back to the body shop. Tech found window track bent caused by outside influence. Customer was advised that repair would not be covered as it was not a warranty part defect.

  May 2023 CarFax shows vehicle was in a collision on same side of the vehicle. Customer said she was having issue prior to the wreck but issue was still found not warranty. 

  Even though prior to the accident she had a situation with the window, this window was not diagnosed until after the accident at our dealership. 

  Customer had an appointment with ****** ********************** and two days later she was in the accident. Due to the outside influence Toyota has denied warranty claim. ***** our Service Director offered to contact her insurance to file a supplement for the customer to take her vehicle back to the body shop. 

• Initial Complaint

  Date:10/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a very poor experience at this dealership. On the website it states they will pay $3,000 over *** value. It turns out they don’t even use the *** value as stated by *** the general manager. They use several other websites to determine the vehicles value, just not the one they advertise on the dealership website. We specifically asked about this while texting the dealership. They said it was legit, so we scheduled an appointment. We wanted to get rid of a vehicle we no longer need. As soon as they realized we weren’t purchasing a vehicle the mood changed. It was very clear they didn’t want us there. They came back with a ridiculous offer nearly $4,000 lower than another dealership we took it to. I asked the GM *** to show me the *** value. He stated he didn’t even run it on the *** website. It was a complete waste of time. I can only imagine how they take advantage of consumer purchasing from them. It’s very clear they’re using false advertising/deceptive tactics to get people in the door. This is bad business practices. I’m curious if Mr. ******* is aware of what’s taking place in the dealership, and if he cares about customers.

  

  Business Response

  Date: 10/20/2023

  Customer came into the dealership wanting a specific price for his vehicle. After our inspection, putting vin number into ****** and using the ***** ******** we could not offer the amount the customer wanted. 

  Please see attached ****** and ***** ******** worksheet that shows the condition of his vehicle. This is why we could not offer the amount he requested. 

  If you go to our website www.keith*******toyota.com under the used tab and sell us your car, it shows we are paying UP to $3,000 over ***** ********. Right bottom conner reads Your vehicle's final trade in is set by the dealer after inspection and is affected by vehicle condition, mileage, vehicle history and repairs and other factors. See dealer for details.

  We're sorry to hear about your experience with our dealership. We take great pride in providing an awesome experience for our customers.

  Customer Answer

  Date: 10/23/2023

  [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:

  The GM *** refused to show me the *** value while at the dealership. I asked multiple times, and they said they didn’t use *** to value vehicles. The dealership is clearly using the $3,000 over *** to mislead customers. The value offered for my vehicle wasn’t over the *** value at all. They need to do a better job of advertising, and not mislead customers. The dealership has little signs at the desks that say if you’re not satisfied ask to speak to ***** ******* the owner. I did exactly that, and the gm told me he would have ***** email me. I told him I don’t want an email, and for him to give me a call. I never received either. That tells me they just don’t care. At this point they’re misleading people, and also providing bad customer service on top of it. 

  Regards,

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

  

  Business Response

  Date: 10/30/2023

  Per the attachment that was sent, ******, *** and the disclaimer from our website it clearly states up to $3,000.00 depending on the condition of the vehicle. After our inspection of the vehicle, we could not offer the customer his asking price for his vehicle. So, we will not be participating in the purchasing of his vehicle. 

• Initial Complaint

  Date:06/16/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a **** Toyota on May 11th. My contract number is ------- for your review. Ive been reaching out about setting up a meeting with the sales and site manager at the keith pierson toyota location. Ive left 2 voicemails and was in communication with my original salesman until Thursday last week. . I am seeking insight or a simple meeting to discuss the request to cancel my contract in Fl more than 12 days from signing the contract. Please advise on who I should connect with; I live outside of jacksonville and desire to keep my same contract payment and commitment. My tag has been ordered and car insurance is active and in my name since May 11th The contract says my first payment is due June 20th in the amount of $810.00 to Keith Pierson Toyota. I need an account number to make the submit; its my belief due to possession of car and florida law for consumer rights that this contract is valid; and payments can be made to the creditors/ dealer which in this case in Keith Pierson Toyota The retail installment sale contract says 45 days to secure financing; with no daily fee or mileage fee.

  

  Business Response

  Date: 06/16/2023

  Customer came into our dealership to a buy a car. Durning the process after talking to the customer the bank declined to buy the contract. We called the customer to have her return the vehicle and she refused. We had no other choice but to have the car picked up. Once the vehicle in back on our property we will inspect it and customer down payment will be returned to her. 

  Also please see attached copy of the Conditional Delivery Agreement that is signed by the customer.

   

  Sincerely

  Customer Answer

  Date: 06/20/2023

  [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: the conditional delivery does not trump the retail installment agreement. Im not agreeing to fees on conditional delivery when retail installment does not include cost. The dealership failed to allow me to submit my payment and completed an illegal repossession. There are other reports related to this site and yo yo scams and its not only unfair but unethical and a violation of consumer and sellers rights. I will accept full refund of deposit and will move forward after payment is received. I will continue to share the gross abuse of power and consumer rights violated by keith pierson toyota of orange park. I can say it started out great but once the company realized it was a cashless deal they wanted a new deal they could profit off of; regardless of a legally binding signed contract that would override a conditional delivery that wasnt needed because I picked the car up and drove it off the lot. This dealership enages in yo yo scams and when consumers push to use their rights; they use invalid paperwork to repossess vehicles. 

  Regards,

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

  

  Business Response

  Date: 07/03/2023

  *** ******** primary complaint appears to be that her attempted purchase of the 2020 Toyota **** vin# *************** on or about May 11, 2023, was not honored by the Keith Pierson Toyota. At the time of the purchase, *** ****** executed a Conditional Delivery Agreement and knew that the purchase of the vehicle was conditioned upon a lender approving the loan for the vehicle. Keith Pierson Toyota attempted to find a lender who would approve the loan. However, it was unable to do so. On June 12, 2023, Keith Pierson Toyota notified *** ****** that it was unable to find a lender who would approve the loan/accept assignment and therefore, according to the Conditional Delivery Agreement signed by *** ******, the sale of the **** was rescinded by Keith Pierson Toyota. At no time, did *** ****** advise Keith Pierson Toyota that she was making arrangements to secure an outside lender or would make arrangements to pay the purchase price in full. When *** ****** refused to return the RAV4, Keith Pierson Toyota made arrangements to have it picked up and returned to the dealership. The dealership also refunded *** ****** her $1,000.00 cash down payment.

  Keith Pierson Toyota values its customers, including *** ******, and strives to achieve a high level of customer satisfaction. Unfortunately, the dealership was unable to find a lender who would approve a loan for her. 

   

• Initial Complaint

  Date:04/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car from Keith Pierson Toyota and was lied to about the car fax when I went back to them they said they would get me another car 4 months later they tell me they want a lot of money down

  

  Business Response

  Date: 04/28/2023

  Mr. ****** bought a 2019 Toyota CH-R from us, he was not lied to about the car fax as you can see from the attachment in the top left hand corner the date and the time it was printed and included in his deal jacket. It states vehicle has minor damages, which car fax definition is cosmetic (including dents or scratches) may only require reconditioning, and typically does not compromise a vehicle's operation and/or safety. Any car fax  report we receive anything more than moderate we send to the auction we do not sell. We have tried to work with Mr. ****** to trade his vehicle in on a other one and since he bought this vehicle his credit has significantly dropped. Obviously we are in the car business to sell cars and unfortunately because of Mr. ******s credit challenges the bank is asking for a large down payment due to these credit challenges.  As we are not a lending facility Mr. ****** is at the mercy of the banks. We have told Mr. ****** on several occasions due to his credit challenges to work on his credit score and to save up for a down payment and we would try our best to help in future. Unfortunately we can not guarantee anything due to the banks decisions.

  

  Business Response

  Date: 05/18/2023

  Good afternoon,

   

  This is a response to the rejection complaint #******** ***** ******.

   

  Mr. ****** went to several other dealerships before coming to us to try to trade his vehicle, where his credit was pulled by those dealerships. They told him that his vehicle had a bad Carfax report. The reason they would do this is because it would affect the trade value of the vehicle. At this time, we told Mr. ****** to tell the dealer we would pay top dollar for the vehicle to them through wholesale regardless of the Carfax report. As stated, before in the copy of the Carfax report you received that is only cometic damage.

  Unfortunately, the other dealership could not get him financed either. This is when Mr. ****** returned to us and demanded us to trade him out of his vehicle. Under the circumstances of his credit challenges, we could not get a bank to finance him either without a large down payment to show his participation. We cannot just replace the vehicle it has to be financed. The only way the banks will do this is with a large down payment. Mr. ****** says he cannot do this at this time so our hands are tied. It s is up to Mr. ****** and the banks. We told him to go back to his bank and they will not finance hm either.

  Keith Pierson Toyota will not be participation in trading him out of this vehicle.

   

  Sincerely,

  Keith Pierson Toyota

  Customer Answer

  Date: 05/18/2023

  They never gave me a car fax when I bought the car I  asked them if the car had any problems or accidents they said no. The car fax they sent BBB doesn't have my signature or the date. The date on the car fax was dated a month before I bought the car

   Complaint: ********

  I am rejecting this response because:

  Regards,

  ***** ******

• Initial Complaint

  Date:11/30/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an uninformed consumer credit transaction. I received no explanation of the APR, FINANCE CHARGE or AMOUNT FINANCED. I wrote to the consumer complaint department and have yet to receive an answer. I am inquiring about the validity of the contract seeing as **** was VIOLATED. Does the terms of the original agreement/contract still apply? I am by no means thinking/assuming I’m above paying a honest “debt” but when **** states that the finance charge should include any of the following which are applicable Interest, time price differential, and any amount payable under a point, discount, or other system of additional charges. ????Service or carrying charge. ????Loan fee, finder's fee, or similar charge. ????Fee for an investigation or credit report. ????Premium or other charge for any guarantee or insurance protecting the creditor against the obligor's default or other credit loss. and It was not, but instead included in the amount financed (insurance was paid out of pocket directly by me.) Then that’s where my frustration as a consumer comes from. I am fully aware my consumer rights are being violated. I now question the integrity of the company. Ignorance of the law doesn’t give one permission to break it. I was not informed that I had the option to opt out paying a down payment because it should indeed have been included in the finance charge as well as vehicle insurance. Also I was asking about the right to rescind. (No cooling off period) I was told on multiple occasions it applies to only principle dwellings, then I was told that In order for the right of rescission to apply, the security interest must be retained as part of the credit transaction. A security interest that is acquired by a contractor who is also extending the credit in the transaction. I know that your company requires a consumer to give security interest in the vehicle. So those are my concerns, questions and confusion.

  

  Business Response

  Date: 12/09/2022

  Tell us why here...we are still working with the customer her file is in our storage warehouse. We have put in a request to get it here to the dealership so we can look at our paperwork to see the areas of concern from our customer. 

  

  Business Response

  Date: 12/15/2022

  If she is not willing to come to the dealership, her and her jag officer are welcome to call and we will go over the contract with both of them.

  Customer Answer

  Date: 12/16/2022

  [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:

  Regards,

  **** ****

• Initial Complaint

  Date:07/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2016 jeep wrangler from Keith pierson toyota on June 4th. June 5th i spoke with the finance manager about the fact they didnt fill up the gas as promised and after i left i noticed the gas light was on. Also that the soft top had a broken piece. He said they would take care of it. Then later not responding to my emails. They put a 30day tag on my vehicle and told me that my new tag would be mailed to my address. On july 3rd i went to Keith pierson wondering where my tags are since they expired on the 4th. They told me they would be mailed to me. That they were accepted by the state on june 29th. They hand wrote another tag for 15 days. They also told me they cant do anything about the broken piece on the soft top on the jeep because they didn't know about it within 5 days.. but i spoke to the finance manager on the 5th of July and he said it would be taken care of. My tag expires tomorrow and i still dont have my state issued tag. They told me its lost. They said they dont have tracking for it. They told me i have to go to the dmv and have it canceled. They also told me today it was mailed on the 28th ... how could that be if it wasnt even accepted by the state until the 29th. I feel lied to. I have previously purchased 2 vehicles from them and the jeep was my 3rd. I have never had this kind of issue. But they are trying to screw me over as they did with the broken top and gas. What do i do? The car dealership is obviously unwilling to help. Never will i buy from them again.

  

  Business Response

  Date: 07/18/2022

  Our Store Manager has already handle all the issues on Saturday 7-16-22. Customer has an appointment on Wednesday 7-20-22. Customer is very pleased and happy.