ComplaintsforDeLuca Toyota

• Initial Complaint

  04/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In January I traded in my *** X6M Competition for a Toyota Crown Platinum, mostly due to wanting better gas mileage. The Sticker stated that the Crown was a hybrid and received 30+ miles per gallon. I was happy to make a consiensious and economical purchase. I unfortunately drove the car in economy mode for the first 7 days on ownership and was getting 15mpg which was not much better than my *** sports car. I went back to the dealership and they drove the car and were unable to get it any better. I requested a new Crown as I felt that the one I had purchased was faulty, however they did not have another on site so they suggested swapping to a Corolla. I agreed and was led to believe that it would be a lateral swap. As I did the paperwork I was informed that the paperwork would "look funny" in order to make the numbers work for a lateral swap, I was recently notified by Toyota Finance that I basically traded in the Crown, and LOST $24K in negative equity in the trade and they recommended that I file a complaint for misleading business practices. So, the only reason I traded the car in was because it was not even close to meeting my needs nor did it match the "sticker details." I was led to believe I was making a "lateral swap" and that in order to do so, the contract would "look funny" but in the end, I'm out $24k just because I returned a faulty car. This is unacceptable and should be reported to the highest authorities. Pls help me recoup at least part of the $24k as had the car been functional as advertised I would not have suffered such a financial blow. Thank you *****.

  Business response

  04/24/2024

  **************************** was in our showroom on 2/20/24 complaining the new Toyota Crown he purchased 8 days prior did not get the gas consumption that the Monroney label stated.
  I advised the customer to bring it into the service drive so we can look at the vehicle. He then stated that what was more important to him was the horsepower of the vehicle. When ****************** was in our showroom on 2/12/24 he stated that he was interested in the ** COROLLA. Now back in the showroom on 02/20/24 not happy about the gas consumption he proceeded to talk about the ** Corolla and I advised him that we do not just take cars back. I then told him we can tryand trade the car in for the ** Corolla that ****************** stated, That he really wanted. After numerous times telling ****************** that this is probably not a good idea and explaining that the negative equity was due to the prior deal when trading in the **** ****************** indicated that he was pleased with the transaction on 02/21/24. Unfortunately not too sure his wife was. After reviewing the 2 transactions nothing seems to out of the ordinary.
  Thank you
  
  Sincerely
   *************************

  Sales Manager

  DeLuca Toyota

  Customer response

  04/25/2024

   
  Complaint: 21604988
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business response

  04/25/2024

  ******************
  We are confused on your story. I verified with the salespeople and the sales manager involved in your deal, that you took the Corolla to ******* to show your wife. The negative equity you had was explained to you when you bought the Crown and also when you bought the ** Corolla. No one ever told you even swap. Also, you received a full explanation of why you needed such a large down payment, due to negative equity, We traded the Crown back in with only a deficit of $6000 from what you paid to Deluca Toyota before taxes and coverage. Once you drive off the lot in a new car you can lose up to 30% of your vehicle's value. You told the salesperson at time of the Crown purchase you would love that ** Corolla but you would rather make a more useful purchase instead of a fun purchase.  When you came back days later you wanted the *************** and kept our team here until past 11:00 negotiating. You knew exactly what the deal was, you signed all proper documents. Nothing was done in a ***********. You are more than welcome to come into the store, and we can show you all documents. To help out with your buyer's remorse we can help you cancel any of the protection you purchased at no cost to you. If you would like to cancel the protection you have and lower your balance, please contact *******************************. She is aware of the situation and is ready to help you.
  
  We sold you a top-of-the-line ** Corolla (Circuit edition) Our hardest to get most sought-after vehicle. We sold the car way less than the market price, and now instead of having a customer thrilled and in love with his deal and car, we have a customer that is accusing us of something we did not do. We finally agreed to your deal that night because you would not let us go home until you had that car. You told our manager that three times. He called our ** three times and on the third time the ** made the decision to take the deal YOU wanted.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/26/2023I had a horrible experience with Toyota collision center. I was forced to pay $ 900 to get estimation for my car. I was hit by a car from the back & I was at no fault .The right side of the backbumper was broken and the cover of the tail light.I went to the collision center asking for estimation for the repair.They told me that they had to dissassemble the part to know how much is the damage. their estimation was unreliable & the insurrance refused the overprice so I decided to take the car to another shop .I went to take my car & I was shocked ,my car was 100 pieces even the back door all the parts attached to it & the hanger from outside & inside was removed and the electrical coil were hanging even the gear box was removed ,all of these was not related to the accident but they diassemble them and they told me if you want us to assemble you have to pay more money. I handled them my car as one complete part and I was driving it to their shop .I received it in pieces and forced to pay $ 900 or I will not get my car. I had to get a towe car to collect the pieces of my car and take it to another shop. When I asked why they diassemble my car even the parts that has no relation to the accident ?they told me it is their job that I have no idea about it.The lady in the collision center were sitting on the small cart laughing & moking from me & my husband while we are crying & collecting the pieces of the car together with the towe men (by the way we are elderly people). I assume one of my basic right is to receive the car the same way is was handled to them.I gave them one car as one piece but I received as 100 pieces & they told me that I have to pay more money to reassemble it.NOT only this ,I was forced to pay $ 900 or they will not give my car? $ 900 for what ? I gave you my car to get an estimate , I received my car in pieces !!!

  Business response

  08/29/2023

  Amal Hanna dropped off 8/19 for repairs with a preliminary inspection from ****** She signed all documents to proceed with repairs, and was explained the supplement and disassembly process. The vehicle was completely disassembled and additional damage was documented and presented to the at fault insurance company. ******* 
  ***** informed us that the policy limits are only at $10,000 and the customer would have to file through their own insurance company. The customer was informed that the policy limits have been reached and came down and demanded her car back. We informed the customer that the vehicle was disassembled and would need to be towed. The gear box was (center console) removed so we could access the air bag diagnostic unit, which has to be removed for welding purposes. Every item we removed from the vehicle was removed with the expectation that the repairs would be completed, and according to Toyota manufacturer repair instructions. The charges were reflective of the work we had into the vehicle. She did not want to pay us to re-install all the parts so that is why she got it back disassembled. 

  Customer response

  09/05/2023

  That's not correct, I signed paper to disassemble the part related to the back bumper & sight lamp to get the correct estimate (as told by the manager). There's was no agreement for the repair because I was waiting for their estimate of the cost of the repair and the approval of the insurance company responsible for the repair. Regarding the disassembled parts: They disassemble the back right door completely from inside and they remove the back seat, all of these parts have nothing to do with the accident. I have many pictures showing what happened to my car. We were still discussing the cost; I didn't agree for any repair. The accident was on the right side of the back bumper not at the center as they mentioned. 

  On 8/25/2023 the insurance refused the $10,000 estimated cost of the repair as it exceeded their policy limit, so I went to discuss the cost with them.

  I asked Raquel (Toyota Representatives), about the cost and the estimated time? She told me it might be $12K or more and they don't have the parts still it needs to be ordered & this will take a month in order for them to repair it. Up to this point, as their price is going up exceeding my budget and the length of the repair (1 month is too much as I need my car to go to my work). So, I decided to take my car to another shop. 

• Initial Complaint

  03/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Called this buisness service dept and female who answered the phone was rude and unprofessional. I called to ask about a service buelletin. Or possible recall for what a service advisor at another dealership told me needed to be fixed. Something about a leaky flow coolant valve associated with the 2.5 liter engine in my car. He said I could bring it in anytime and they would fix it. The car is brand new so I wanted it fixed. In any event this dealership is closer to my home than the dealership I bought the car at so I thought I’d take it their. All this girl said was there was no service advisors to speak to and she’d take my name and number. I said this is service right? She said yes but no one’s available. Terrible customer service imo. Then I asked for the service manager name and the call was dropped or they hung up on me. In any event I spent a lot of money on this car and just wanted to ask a question. Is that too much to ask? I’m trying to take care of my car.

  Business response

  03/17/2023

  Fixed Operations Director attempted to contact customer upon receiving BBB complaint on March 8, 2023. Customer did not answer so a voicemail was left asking the customer to contact the Fixed Operations Director regarding this situation. As of March 17, 2023, DeLuca Toyota still has not received a return call from the customer. Our management team hopes the customer will return our call so we can assist the customer. Thank you!

   

  Customer response

  03/21/2023

  
  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.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  11/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to Toyota for a recommended transmission flush that they recommended and 30 days later my transmission and my 2018 Toyota Corolla is gone...I took to them to fix problem they flushed it again and said problem was fixed then called me next morning and said I need to replace transmission at $7500 I asked them to look into something from.transmission flush caused issue cuz the flush was clearly affecting it..they did not ..I reach out to corporate they said I had to get help from them personally so I reach out to gm..etc..no call back or anything so I continue to try reach someone..after a week someone finally reach out to me to sell me new car only had one car available and that's only help they could provide me...then nothing..I couldn't reach anyone about messed up car or opportunity to get another car..after missing work for week and barely no communication and get a new car or pay to fix yours nor our problem.feed back..I had to do something but after speaking with corporate and other mechanics even if they don't wanna admit it..it's believed that there was negligence on there part that messed up transmission on a barely 4 year old car with great carfax and maintenance history..they were rude unprofessional no one should go thru what I went thru..my life completely changed after this..now they call me continuously trying sell me car when I couldn't get a call back when they had my car for a week

  Business response

  12/21/2022

  The customer had a transmission service on September 27, 2022 and the vehicle's mileage was *******. The customer returned on October 31, 2022 for a noise concern. The vehicle's mileage is now *******. The technician test drove the vehicle and verified the noise concern. The technician found particles in the transmission fluid so he drained and refilled with new fluid at no charge. The technician test drove the vehicle a few more times and discovered the noise was better but not completely gone. The technician completed a health check on the vehicle and a few codes appeared on the report indicating a transmission issue resulting in the recommendation of a transmission replacement. The customer expressed concerns the the transmission service completed on Sept. 27, 2022 caused her transmission to fail. Our team explained that only transmission fluid was drained and filled. Particles in transmission fluid indicates an internal failure with the transmission that was already occurring before the transmission service. This vehicle has NOT been consistently maintained at DeLuca Toyota so we do not know other services completed to this vehicle or if this vehicle was serviced at the correct intervals. Since transmission replacements can be expensive, we offered to apply her transmission service invoice she paid towards the transmission replacement as a goodwill gesture. Our team also provided an option of getting into another vehicle to avoid the transmission replacement expense. The customer declined both offers and took possession of her vehicle.

• Initial Complaint

  06/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received a USB flash drive from DeLuca Toyota for my financial information but when I pulled it up on my computer there was nothing there. I called Ezra D***** (the person who sold the car to me) and told him my problem and he said he would tell Frank DeLuca JR (handles financial paperwork). But received no reply about this or paperwork. Called Frank D******** and left message for him but never received answer or paperwork. Called Ezra a couple of times more and he says I'll let him know but still no paperwork. I emailed the owner Frank DeLuca SR but received no answer. This makes me wonder - what are they hiding. The vehicle is a 2018 Toyota Highlander. Also paid for a protective coating for car but haven't heard about that either. Please help me get the financial paperwork and protective coating or refund for the coating. Thanks

  Business response

  08/10/2022

  Business Response /* (1000, 8, 2022/07/11) */ See attachment: RE:***************** *************** l called and left message on the 28"' when I received the complaint.******* called me back today, on the 30"', and had received her papenlvork. We have addressed the employees involved and l explained to her this will not happen again with the same employees. She is happy and has my contact info if she needs anything else.

• Initial Complaint

  02/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a Vehicle from Deluca Toyota dealership and within a week of my purchase the vehicle was already given me trouble.. I went back to Toyota they didn't wanted to help me and they sold me the car with major safety hazard, they didn't told me my brakes lines were bad and my car is very rusted and my car need transmission clutches.

  Business response

  04/12/2022

  Business Response /* (1000, 6, 2022/03/10) */ Customer bought an AS-IS ford focus from us on 1/04/2022. Contacted us on 1/24/2022 said the car wasn't working for them and had some issues. We invited them to the store. We also went over options for trade but they wanted newer with less miles for same pricing. We will be happy to look at any safety concerns. Consumer Response /* (3000, 8, 2022/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I went the same week I bought the car because I have already having issues. Toyota told me the problem of the car and they told me Ford is going to have to fix it and I have extended warranty. When I went to Ford they told me that the brakes lines was leaking and they are very rusted and they won't come apart.. asking Toyota if they can pay for the damages that cost me to fix my car. That is a major safety hazard.. The sales manager told me that they didn't do a full diagnosis/ inspection on the vehicle. They didn't wanted to deal with me much on the car because I didn't finance with them. Business Response /* (4000, 12, 2022/03/22) */ I only have the date and timed stamp entries to go by in our Customer management system. I spoke with sales person and he confirmed the date of 1/24 for initial complaint. Customer is more than welcome to bring the car by for us to look at his safety concern. Also the option is still on for us to trade them out. The only value they would loose would be the miles put on the car. As far as financing with us, we do not inhouse loan . It is much easier to take a draft from the credit union like we did on this deal than trying to obtain financing from a lender. Customer can contact me at 352-732-0770 ext 100 to come in to have safety concern looked at. Consumer Response /* (4200, 14, 2022/03/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) No, I want DeLucaToyota dealership to pay for my repairs they are already fixed they sold me the car with MAJOR SAFETY HAZARD ISSUES, my brakes lines were RUSTED and they wouldn't even come loose... My brake pads and rovers needs to be replace, I didn't even had the car for 2 months and I already need brakes pads. That's a safety hazard. I've given proof that I came back on the same week about my vehicle safety concerns.

*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. ↩