Complaints

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Waiting for a warranty refund for over year. Filed additional paperwork in October upon request. Germain Toyota has not confirmed or provided an outlook on the refund. Management is non-responsive to emails, phone calls, or texts. Staff responds infrequently with vague response. Exact amount of refund is unknown due to prorating, but in the neighborhood of $3K.

  Business response

  01/03/2025

  Working with customer to locate funds,the bank has ACH the money from our account and may require a call from *****.

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I had my oil changed on 9/12/24 I explained to the service advisor ***** ******* that the *** on my 2021 RAV-4 was starting to form black mold spots on it. I told him that I wanted the *** removed ASAP because the mold spots look terrible. He documented my complaint which is covered by the Toyota ****** mile new car warranty. He said they would submit it to Toyota and advise me as to the response. It is going on 2 months and I still don't know what is going on. I reached out to and spoke to **** ****** the Customer Relations Manager about the situation. He told me that he has been dealing with multiple owners who have defective ***. For some reason he said he can't get any answers. He told me he would submit my information to the appropriate source to see if he could get some information. That was about 3 weeks ago and I have not heard anything since then. I have tried to contact **** ****** but he does not respond to my online emails through the Germain website. This entire situation is absurd and I want answers. The most important answer I want is when am I going to get the *** removed from my car.

  Business response

  11/08/2024

  My name is ****** ******, Service Manager at Germain Toyota. I have reached out to Mr. **** ****. We spoke about the concern and explained to him the previous Service Manager no longer works for the company, and I will be continuing the process to have his PPF removed. Currently awaiting a response from Toyota Corporation.

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 24 Rav 4 and put down 10k . I was told by **** in finance I'd be reimbursed on prior warranties intimate for my upcoming 893. 00 car payment. In 30 days. ***** ***** and **** in finance somehow convinced me to sign and purchase ******** in Xtra gap, & warranties. Unfortunately the refund took more than 30 days and I ended up in bankruptcy due to the credit cards I pitcthe down payment ******* a retired 71 yr old on a budget.I have been ignored and blocked in all emails sent to this dealership im beyond frustration. Please help me collect what is rightfully my money. This is not how a dealership should treat hard working consumers. It's wrong.

  Business response

  10/28/2024

  ****** has been in contact with the Dealership, and we are assisting her to resolve the issues experienced. She has the GSM's email and has been provided the contact information needed to track down the money in question. 

  Customer response

  11/06/2024

   
  Complaint: 22481345
  
  I am rejecting this response because:

  The manager from the dealership called me and sent me the contract numbers and I had to breakdown the actual figures of the refunds by calling each of the warranty companies to get the final figures. He told me I had to track down where the check would be going. I called the warranty company and did find out they are sending the check to the dealership and they will get it on either 11/10 or 11/11. Once received I would then expect the dealership to send me my money. Once this refund is given I can then close my BBB complaint. 
  
  Sincerely,
  
  ****** ******-******

  Business response

  11/18/2024

  The bank has received the refunds from the cancellations and the customer has been made aware.

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a used Kia **** from Germain Toyota in August. Part of the purchase price included the paint issues to be corrected as there are several. An extra $***** was figured into the purchase agreement to cover the costs. My salesman told me multiple times that Germain Service would contact me to schedule an appointment. They never did, even after multiple attempts to get in contact. I just want either my paint fixed...as it's hurricane season I'm SW FL so it has not only gotten worse, it's started rusting. OR I would like Germain to pay back the ***** plus whatever rust removal will cost at our local *****. It's been almost two months.

  Business response

  10/01/2024

  *****,

      We apologize for the delay in scheduling your repair and the communication you have received. Thank You for providing the information and letting us know nobody was getting back to you. I believe the team has reached out to get everything scheduled and resolve this issue. I have been informed that you will be here on Thursday the 8th, please ask for **** ****** when you drop your vehicle off so that I can meet you in person. 

  Thank You,

   

  **** ******

  General Sales Manager 

  Germain Toyota of Naples

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

  Customer response

  10/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will be there on Tuesday morning (I believe there was a typo in the business response, as it says Thursday the 8th) to drop the vehicle off for paint repairs. Thank you for your help.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  09/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We purchased a 2023 ******* Santa Fe from Germain Toyota of Naples in mid August. We were told that the car had two key fobs. When we picked up the car ************************* Sales Mgr of Germain Toyota of Naples told us they could not find the second key. He said either they would find it or get a new one for us.On 8/24/24 I followed up by email with ***** as we did not receive the second key. I did not get a response from *************************. On 8/30/24 I reached out to ******************* General Sales Mgr for Germain Toyota of Naples and asked that he resolve the issue and get us a second key. I have not had a response from ******************* either.

  Business response

  09/06/2024

  ******,

      Our apologies for not getting back to you on your second key. The key should be going out today and arrive in your mailbox no later than Wednesday of next week. I would also like to apologize for the missed communication on our part, we located the emails you sent and take ownership for not getting back to you in a timely fashion. Please reach out to me directly on the phone number left on your voicemail or at ********************************** should the key not arrive in the mentioned timeframe. We appreciate your business and never want anyone to feel these kinds of headaches.

  Sincerely,

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

  Customer response

  09/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle on May 21st and hidden in the cost was a maintenance program for 7 years. After I realized that I canceled on May 27th which was an additional $2,890. Since then I have been in contact with Toyota and corporate to resolve getting my money back. After all these months on August 6th they told me they were going to send 2790 to the bank and give me a check for the rest plus interest. I received a check for $234.68 but the other money has never gone into my loan. I have repeatedly told them I want to refinance with a different bank for lower interest at this point I'm not getting anywhere no calls back nothing. The bank in which my loan is at says all they need is to know the check number and where they sent it but I am getting nowhere with them.

  Business response

  09/03/2024

  We are currently investigating this complaint. The product in question was cancelled on 7/7/24 and processed on 8/1/24. Once we have tracked the funds, they will be applied to the customer's account. We cannot assist in the refinancing of the vehicle and have paid out any difference in charges between the prorated refund and interest accumulated. We do not under any circumstances hold funds and attempt to apply them as quickly as possible barring any issues. This matter will be resolved as quickly as possible.

   

  Thank You

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son purchased a vehicle in late September/October 2023 from this dealership. ****** confirmed that the car had been inspected and noted one, just one, modification. To be clear, this single modification that was made would not interfere with the mechanical workings, (i.e. engine, drive train, etc.). The dealership even sold a warranty to my son to cover the car. We did not speak to the warranty company so none of the information for the vehicle came from us, it came from the dealership. After 5 months, the car is now sitting in a shop waiting for a new engine. Apparently, there had been MULTIPLE modifications done to this vehicle that were never disclosed to my son and obviously the dealership did not disclose this to the warranty company as they would have never agreed to cover the car at the time of sale. The engine is destroyed due to one of the modifications being that a mix of gas was to be used. My son used premium gas since he was never made aware of this modification. He is now continuing to pay for a car that he is unable to drive and also has a worthless warranty as they will not cover repairs if modifications have been made to the car. He has reached out multiple times and spoke with one of the used car ******************************, who was nice enough but simply said the dealership isn't willing to help. We then spoke with another manager, *****, who was incredibly rude, sarcastic and unprofessional. Our first call to ******* was met with them saying they weren't sure if they were aware of the modifications, but ***** insisted that we were told about the modifications which is a lie. If they did know about the modifications and told us (again a lie), why did they not disclose them to the warranty company as well? This was deceptive at the very least and possibly fraudulent. The repairs should be covered by the dealership considering the damage was only caused due to us not knowing the true condition of the vehicle.

  Business response

  03/12/2024

  Before discussing this matter further, we need to be sure we are communicating with the registered owner of this vehicle. If you are the registered title holder we will proceed with discussion of this issue. Please confirm, if not we will need the owner in order to discuss any further. 

  Thank You,

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

   

  Customer response

  03/12/2024

   
  Complaint: 21405010
  
  My son, *****************,  is the registered owner of the vehicle and wrote the complaint with me. 

  We have both been on the calls with the dealership. 

  If needed, he would be more than happy to file a separate complaint with the BBB.
  
  Sincerely,
  
  ******************* and ******************;

  Business response

  03/14/2024

  That will not be necessary, and we can proceed. We would like to retrieve as much data as possible for this situation and for assessment. After reviewing the vehicles history since it was purchased, we will need to be provided the diagnosis of the vehicle from the shop that deemed it. We will also need repair orders from ******* Performance and the 3 times it has been to them. Once we have this information we can investigate and provide a better response to this case. 

  Customer response

  03/15/2024

   
  Complaint: 21405010
  
  We will reach out to the repair shop and request all documentation to make sure that we have all of the requested information and forward once available. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  09/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Called Germain Toyota of Naples car dealership on a used Land Rover on Aug 6, 2023 the sales rep said they dont play games or charge a dealer fee so to please come down and work a deal. I showed up at dealership, after test driving my car of interest, and asking to work out a deal, the dealer showed me a paper with a quote showing an excessive dealer doc fee of $850, the value of the truck I was interested in was around ****** dollars, the doc fee was a lie and also excessive. Not only that, they proceeded to offer at least $2,500 less than the going trade in value on commonly used research services such as ****** blue book and others. Also, without even knowing my financial situation they proceeded to show me a payment range of between $400-$500 a month, on an ****** dollar truck that is absolutely excessive and would translate into an unusually high interest rate. When I asked to deal directly with the sales manager as I wished to stop playing their games, one of the sales managers proceeded to snap his fingers and my face, used aggressive language and physical aggressive advances at me to the point where he had to be restrained by another sales manager. I left the dealership disgusted with their unprofessional and aggressive sales tactics.

  Business response

  09/08/2023

  The result of this complaint was a police report due to the threats made by this client. The incident in question took place in an area that customers do not typically go.******************** approached the sales tower aggressively and threw a key at 2 managers trying to work out a deal for him. The deal was slightly complex due to him wanting to finance a vehicle with high mileage limiting the banks that would look at this deal. He approached the desk as the deal was being figured out and became agitated. Our management attempted to de-escalate the situation which resulted in one of the managers having to step directly between the client and manager #2. The manager involved had to move away from the client to avoid physical confrontation, he was able to get back and the manager that had stepped in between was able to talk to him and get him outside and off property. The client made life threats on the way out and mentioned what would happen if he had seen our manager outside of work. Police have been made aware of these threats and we do not want ******************** to return as he may be a safety risk.

  Customer response

  09/08/2023

   
  Complaint: 20567629
  
  I am rejecting this response because:
  
  Sincerely,

  This is a false outcome, I went to the office and politely asked that we work out a deal without going back and forth, and I wished to explain what I wanted with clarity, I attempted to write down what I wanted when their sales manager started snapping his fingers to my face and asking me to get out of the dealership, there were more than one person in the office getting involved, of course I had to be reactive, if these guys are willing to start an altercation over a cheap $11,000 car they obviously believe they can get over people any way they want.   The deal was not complicated at all, I offered to cover with my own money the negative equity in my trade in with my own cash, and as I previously mentioned I was looking at an $11,000 car, very simple deal.  Their arrogance towers their competence.  I was a banker and financial advisor for 15 years and I have an EMBA and a bachelors in business with a concentration in finance, I out of all people know the math and possible outcomes on this deal were very simple.  Their low intellect shadows their control of their emotions.  These guys have so many bad reviews on yelp over their aggressive and crooked behavior on yelp its unbelievable.  

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

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  June 30 I placed deposit to buy a pre- delivery 2023 Toyota Tacoma, upon review of dealer and factory overpriced add ons, I submitted a counter offer to purchase. July 7 Sales manager rejected counter offer and in his email asked if I wanted refund, same date I replied yes (I used **** debit card). July 11 second email request still no refund. July 12 third request, no reply no refund. It does not take 5 days to issue a debit card credit. **** Debit dispute filed with bank.

  Business response

  07/13/2023

  This has been refunded and the client has received the receipt(emailed to him 7.13.23). 

   

   

  Customer response

  07/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  *********,
  
  *****************************

• Initial Complaint

  03/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Service began on February 27, 2023 and concluded on February 28, 2023 Total bill was $2492.34. I paid $1,561.74. Remainder of balance was covered under warranty. Toyota claimed I had a bad right strut because I had claimed that I heard a noise over bumps which was a blatant lie. I indicated shock that I had a strut problem because we don't have the same kind of roads, pot holes like we do in ************ (where I am originally from). I have not contacted Toyota directly The invoice # ******. The warranty auth # CL11043470 I feel as though I was lied to and my truck did not need the right strut and I want the money back. ($930.60)

  Business response

  03/08/2023

  Upon inspection by a Toyota certified technician, the customers strut was found to be noisy and leaking.  Customer advised us she had extended warranty coverage.  We called the company and received approval to do the repair. Service Advisor applied several discounts in an effort to reduce her deductible.  We are unclear as to what customer is seeking when she asks for refund the repair was paid for by her extended warranty company, not her.

  Customer response

  03/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: IT CLEARLY STATES ON THE ***** PAGE 4 AT THE BOTTOM, THAT "CUSTOMER COMPLAINED OF NOISE OVER BUMPS" I DIDN'T COMPLAIN OF ANY NOISE. THAT'S THE ISSUE. YOUR SERVICE ADVISOR LIED AND PUT IT ON PAPER. AND TO SAY THAT MY WARRANTY COVERED THE REPAIR I DIDN'T PAY..I'M SORRY, WHO PAYS FOR THE EXTENDED WARRANTY?? I DO!!!!!!!!!!!! 
  
  Sincerely,
  
  *************************

  Business response

  03/10/2023

  Spoke with customer and went over the situation. We will be discussing internally with the questioned team member as a forward-looking solution. Customer stated we are good moving forward and will reach out directly if she has any further issues or questions. 

*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. ↩