ComplaintsforGermain Toyota of Naples

• 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. 

• Initial Complaint

  11/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to the dealership to purchase a brand new 2022 Toyota corolla SE, and the finance department from the dealership, was not honest with me by not giving me my options regarding loans and interest. They made it where it was only one finance company that was giving me a loan which was through Toyota with a 11% interest rate. A higher interest rate. I have been calling Toyota the past two days and they have not responded. I left a message with a secretary to give to the finance manager. The same company, which is *********** that approved a loan, which I knew nothing about I refinanced my car immediately before the payments of the loan started. ***********s same loan was with 8% interest. We feel that we lost our down payment in the works of this loan which was **** down and a $1000 rebate because our car got flooded in the hurricane. And also for all the stress that this dealership has caused me. I want a sincere apology also.

  Business response

  11/18/2022

  Spoke with client to explain what we recieved from the institution he financed with. The financing recieved at the dealership is not the same as what he recieved when refinancing outside. Offered to show and explain any additional questions. Down payment was applied the the figures of the purchase. Customer was not satisfied with this response and did not state they would come in so we could go over everything. There was nothing wrong with this deal outside of the rate he recieved when refinancing vs the rate we recieved at time of contract. We are open to go over this with the ************ at any time. 

  Customer response

  11/18/2022

   
  Complaint: 18434862
  
  I am rejecting this response because:
  
  He is not being honest. The same company approved me for the loan with a 8% interest rate after a lower credit score because of the credit inquiries by this dealership when he is stating that they said ****% and then it was going to go to ****% interest. And they didnt come to me and tell me anything about the loan from *********** when I was there on the day that I got the car. And I wasnt alone to see this unfold. 
  Sincerely,
  
  *******************

  Business response

  11/18/2022

  ******** was contacted and we requested that he come to the dealership so that we could show him the response from Capitol One.

  Due to internal policy, we will not post this information on this or any other public forum.

  Customer response

  12/01/2022

   
  Complaint: 18434862
  
  I am rejecting this response because:

  I asked Germaine Toyota to send me everything so that I can look it over. And I really dont need to come and see it because I talked to *********** and they told me they extended a offer to me when Germaine Toyota did not tell me about the offer thats a con in its self. It is very clear. 

  
  
  Sincerely,
  
  *******************

  Business response

  12/01/2022

  We have offered the customer verifiable proof if they choose to come in. We will not post information of this manner. The offer is still extended as we would like to show what we were sent. If ************ would like to stop in we will accomodate, if not there is nothing else we can do from our side.

• Initial Complaint

  11/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a 71 year old women in July 2021 I found a Certified Used 2020 Toyota CHR Limited white/black on CarMax located at Germain Toyota in Naples and trading my 2011 ********** Eclipse. Salesman courteous covering all aspects of the car. Finance gave me price and a quote for my trade in. The finance man was rude, arrogant and ultimately lied how and where I could finance the car. Another women was with me during this process. I left a $500 deposit AmEx credit card to hold car I would not purchase the car if I had to come back and deal with the same finance person. I met with the director of finance. I had a certified check from Sun ****************** for $27,797.37, a price the first finance person gave me? I was asked why I didn't finance it from the *** I explained your employee said you don't take financing from *** He dismissed it. He took the check never said it was too much? Reviewing paperwork, the bill was $27,642.12? It took weeks to get refund with many calls and emails. Service appt.6/3/22 at ****** Toyota in ***********, I asked to check black roof, spoiler and mirrors because of peeling? The Vin # was checked, indicating black was not from the factory, it was a vinyl add on? This was Never disclosed. I immediately contacted the salesperson who said "he didn't know"? In Aug. finally after many calls and emails, claiming they didn't know original owner, they asked for pictures and estimate to fix it. I did get an estimate for $2311.54 on 9/23/22 to remove vinyl and paint the area black, in ******* vinyl doesn't last, if disclosed I would not have bought the car. Calls, emails weekly with no response. On 11/11/22 service manager emailed said he found original owner, cost $700 to put it on and would give me $350 to have vinyl redone saying generous offer? Doesn't cover cost at all. I was mistreated, lied to, scammed and felt discriminated because I was a women. This dealership is unethical, unprofessional, and intimidating.

  Business response

  11/14/2022

  CRM (Customer Relations Manager) at ********************** spoke with customer - it was agreed that we will cover the cost to remove and replace the vinyl wrap that is damaged.  Customer will forward copy of estimate from repair facility, and we will cut her a check so that she can deal directly with them.  Customer was happy with resolution.

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Let me give you a little insight as to business is done at Germain Toyota of Naples... Remember when I posted my son almost ran into a tree when his car pedal got stuck and his car accelerated to 100 miles per hour? Well. He called Toyota who told him to bring it in for an inspection. Germain Toyota were the ones who did the inspection...They called my son back to tell him "it was a floor mat" that caused the acceleration after his breaks weren't responding and he has to pay $160 for the diagnostics. I spoke to ***** who was a piece of work and interrupted me the entire time who told me SHE WOULD NOT BE RELEASING THE CAR TO US unless we paid them to tell me my son almost killed himself because of a floor mat.

  Business response

  07/20/2022

  Business Response /* (1000, 5, 2022/07/05) */ Toyota Motors North America (TMNA) has waived the diagnostic fee for this customer. Toyota Brand Engagement Center (BEC) has advised customer of this waiver. Toyota Field Technical Specialist (FTS) has inspected the vehicle and it was released to customer's son.

• Initial Complaint

  06/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 5, 2022, I deposited $500 for the purchased of a 2022 RAV 4 4450 - 5 Door FWD Limited SUV (8 speed Automatic). The total purchase price was $39, 279 with trade allowance of $22,180. There was a 52 days delay, to which I agreed, at the time of the deposit. (24 days of April + 28 days of May = 52 days). A week before 28 of May, the salesman informed that there was a one-week delay and I agreed with that change. On Tuesday, May 31, they let me know that the car arrived. The next day, June 1st. I went to pick up the car. Although, there were some of the features that I wanted in the new car, there were some missing, such as, an integrated navigation system and a back up camera in the rear view mirror. Therefore, I didn't want the car. We (salesman and 2 supervisors) agreed that Germain Toyota of Naples was reimbursing the $500 to my credit card. Today, June 18 2022, the money has not been reimbursed yet.

  Business response

  06/29/2022

  Business Response /* (1000, 5, 2022/06/20) */ Verified that deposit had not been refunded - our error - refund will be issued today and should appear on customer's credit card within 24-48 hours. Called customer and advised him of same. Consumer Response /* (2000, 7, 2022/06/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Germain Toyota of Bonita Springs refunded the $500 last Friday. Thank you very much for your help. I really appreciate it. When I contacted you, I had tried, to no avail, for 2 weeks to get the $500 refunded.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My front bumper on my 2021 highlander had fallen off on 12/4 doing 60 on a straight road. Brought car to Germain with pictures right after happened. They kept insisting I hit something to make it do that. I knew I didn't. They said they were going to run the computer report to tell of all the hits on the car etc. To show them that I did hit something. Well it came back and there we no hits on the report. They decided to say well the fender is scratched here blah blah. Ya it's scratched it was dragging on the ground. I have found 2 other complaints about this happening to 2 other people on toyotanation. Com. I tried to shows them that and they were rude didn't car and kept saying bumpers just don't fall off. I Know that!!!! I know I didn't hit anything and they saw with the report they ran on the car but still insisted they would not take care of it. What happened to bumper to bumper warranty. I didn't hit anything and I could have been killed if I was on a highway doing a higher speed and couldnt pull over like I did. Customer service from Javier to the c.s manger to the manger on of Germain on today!! I also have attached the 2 complaints I found on line for the same thing that happened to 2 other people!!

  Business response

  01/21/2022

  Business Response /* (1000, 5, 2021/12/14) */ Customer brought vehicle to dealership stating bumper had just fallen off. Upon inspection by Service Director, Service Manager, Shop Foreman, Master Technician and Expert Technician, it was determined that bumper had impact damage. As such, it would be the customer's responsibility and not a warrantable defect. Customer has filed complaint with Toyota Corporate to see if they will assist with covering repair. Consumer Response /* (3000, 7, 2021/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Toyota Corporate never called me back as I was told they Would. Scott the Customer Svc relations manager was suppose to call me back with in 24 hours never did. I called back Corporate after 48 hours and they stated that they apologize for manager not calling me back but there is a note in the file. Customer hit something not covering. My insurance company will not even cover this due to there is NO DAMAGE on the bumper anywhere to cause the Bumper to fall as they have stated! My insurance has stated this should be covered in my 1yr warranty bumper to bumper and there is no damage on vechicle and nothing was hit to report a claim. A computer report was pulled onthis car that was supposedly suppose to show what i Hit and nothing came up on this report that i hit anything nor did the bumper report falling off. How can this be because NOTHING WAS HIT!!! the pictures clearly show there is no damage whether the inspectors want to pull things out of there butt because they cant prove it through the computer report. It is horrible customer service!! This should be covered under my year warranty! They know what there doing and now they are wrong! Beyonf disgusting and I will make sure everyone is aware of there horrible customer service and blow them up on all SOCIAL medias,googles everything!! Business Response /* (4000, 9, 2021/12/20) */ On 12-14-21 Case Manager JG at Toyota closed case after speaking with client. Advised everything is reviewed on a case-by-case basis; recommended to have insurance inspect vehicle without committing to claim. Consumer Response /* (4200, 11, 2021/12/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) If this their response below shows true lack of customer service and care for their clients. If they would have read my insurance company will not cover because there is NO DAMAGE to my car!! They stated this SHOULD BE covered under your 1 yr warranty with Toyota. They also expressed how terrible it is that I am being treated this way when it clearly shows I didn't hit anything. As the computer report on car showed!! Also computer report didn't even report the bumper from falling. But I hit something!!??? Ooook???? Horrible!! 12-14-21 Case Manager JG at Toyota closed case after speaking with client. Advised everything is reviewed on a case-by-case basis; recommended to have insurance inspect vehicle without committing to claim. 12/17/2021 Forward Customer Rebuttal to Business Business Response /* (4000, 13, 2021/12/28) */ Toyota recommended to client to have their insurance inspect the vehicle without committing to claim. We have not yet received that inspection.

• Initial Complaint

  11/04/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed a refundable deposit for a vehicle purchase on Oct 2, 2021 with Germain Toyota of Naples. I requested a refund a week later (On or around Oct 9 as my wife and I no longer want the vehicle). The dealership said they received the request but have not refunded me. Nor can they give me a status on my refund.

  Business response

  11/18/2021

  Business Response /* (1000, 5, 2021/11/08) */ Customer was contacted and advised that his deposit has been credited back to his credit card. Consumer Response /* (2000, 7, 2021/11/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund was received.

*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. ↩