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:04/01/2024

  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.

  Please See Attachment

  Business Response

  Date: 04/08/2024

  We called customer to get a better understanding of the situation. Customer complaint is stating that the vehicle she purchased was a certified vehicle and it was not. The deal was an AS IS vehicle with the documentation signed by her. When she came in for service the service recommended based on the mileage of the vehicle was rear brakes 5000 miles after she purchased the vehicle. The service director is being trying to contact her to explain the details of her service visit. 

• Initial Complaint

  Date:06/05/2023

  Type:Customer Service 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.

  For starters, I am a loyal and repeat Toyota customer, especially Central Florida Toyota. On April 14 I purchased a brand new 2023 Toyota Highlander. 1 week after having the car, the check engine light came on with a secondary brake collision system error. I was told to bring the car in on a Saturday just to be told that Service is unable to clear the error, and they can not troubleshoot further until Corporate is open on Monday - again I live 45 mins away and work, and can't just drive back again during the week. They agreed to let me leave the car there, and after some fight, provided me a rental. I picked up my car that week and was told they fixed the issue. 2 weeks later, the error popped up again. Again, I was told to bring my car in, however given no ETA on how or when they could fix it. I was expected to leave my sole means of transportation with them regardless of how long it took to fix - we reached out to the Service Manager Steve 3 separate phone calls to get further details or help, and we were completely ignored. I am a service manager myself at a large company, and I can tell you my leadership would be apalled with me if I ignored a customer 3 times with no return call - so please know we did attempt to reach out to management there before this complaint. We are now at 3 weeks that I have been without my car - i was told that a part needed to be replaced, however the part is on backorder. I am shocked that such a large car company can not expedite 1 part. I am also extremely disappointed that I am now soon to making 2 payments on a car that has been sitting at the dealership instead of my possession. I did not purchase a brand new car for it to sit at the dealership - please help expedite the fix or I will potentially have to pursue action through Lemon Law and also reimbursement for 2 car payments I've had to pay for a car I can't even drive - or more if this issue stems into next month.

  Business Response

  Date: 06/06/2023

  Vehicle was completed and picked up 3 days ago, it was here due to a check engine light that we diagnosed as a faulty cam shaft gear assembly. The part was on national back order
  From 5/12-5/30 and the vehicle was picked up on 6/2. All repair’s as well as rental was covered under factory warranty, the customer did not have any charges. At this time
  We are requesting to see if Toyota will assist guest in any way for the inconvenience of the back ordered part. We will get back to Customer as soon as we know from the Manufacture. 

  Customer Answer

  Date: 06/06/2023

  
  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

  Date:01/05/2023

  Type:Customer Service 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.

  My 2021 Toyota corolla hybrid car was disabled on 10/30/22 so I called the Toyota dealership and they referred me to Toyota road service because it was less than a year of car warranty. 7 hours later a tow truck came and pick up my car. My car was supposedly dropped at the Toyota dealership which is 5 minutes from my location. The next day I noticed that my sun pass was charged 3 times from a different city. I reported to the road service and to the Toyota dealership. Also, when I called the Toyota dealership nobody couldn't find my car. I was very upset and so worried about it. I called many times and finally found my car. when the dealership called me to pick up my car I found damages on the right passenger side of the door and right front corner panel. There were many scratches and a large gauge of the front hood. I reported right away. Carlos who handled my car at that time told me to report to the towing company. I called and reported them. I sent the pictures and estimate paper from the body shop to which the Toyota dealership referred. A week later I spoke with Brett from Towing company rep. and He agreed to refund the toll fee and told me that the truck driver took the pictures of the car pickup and drop off. Also, he explained that he didn't see the damages on those before and after pictures and they must be damaged by the Toyota dealership. I went back to the dealership and complained about this situation and someone to take care of this matter. I called both places many times but both places pointed at each other and I am in the middle. It seems both towing company and the dealership both handling this matter not properly. There's no company taking responsibility. I'm fighting for more than 2 months by myself and have no choice but to complain and let someone know about this. I'm a 62 old single woman who works full time and get really tired of this so I finally decided to ask for someone's help. Pls. help.. thanks, ******

• Initial Complaint

  Date:01/02/2023

  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.

  10 year loyal customer Purchased a car there in 2007 and have been using their service center for 2 vehicles On October 15, 2022 I paid nearly $2000 to have the power steering system replaced and a new batteryThe following day I noticed a knocking sound coming from the engine compartment Naturally attributed it to this repair knowing that the car would need an oil change soon I waited to report it at that time which was December 4, 2022 I was astonished when I was informed that would be $165 diagnostic fee I reluctantly agreed because I assumed it would be related to the previous repair and it would not be chargedI brought to their attention that the power steering fluid from the previous repair was slightly below the full capacity level After being at the dealership for four hours they finally concluded that the noise was coming from the alternator Not being a mechanic but knowing enough about cars I did not agree with their diagnosis I brought the car to another service center within five minutes they diagnose that it was not the alternator. It was the engine mountsThere was no charge from the service service center and I'm not even a customer of theirs they gave me a written estimate I brought the car back to Central Florida Toyota After much back-and-forth mechanic at Central Florida Toyota said he would replace one engine mount without charging me but that the noise would still remain. In Lieu of having that done I just want to be reimbursed the audacious diagnostic fee in addition to charging me $6.99 for a quarter of an inch of power steering fluid which was part of the previous nearly $2000 repair that did not get filled precisely.I should only be charge for the $34.95 Oil change with tax should come to no more than $40.09. Subtract that from the $206.48 and I am due a refund of $166.39 Maggie said I needed to speak to Steve V***** for approval never heard from Steve I reached out to him three times with phone calls and email no response! Thank you.

  Business Response

  Date: 02/06/2023

  Steven V***** maked sure all customer concerns were addressed. Re inspected Mr. ***** vehicle and there were ancillary hoses that began to leak due to age of the hoses.
  We explained to guest that hoses can go bad at any time, and we replaced the hoses and now his vehicle is not presenting any more leaks.
  Guest was thankful for the follow up call and thanked us. 

  Business Response

  Date: 02/06/2023

  Steven V***** maked sure all customer concerns were addressed. Re inspected Mr. ***** vehicle and there were ancillary hoses that began to leak due to age of the hoses.
  We explained to guest that hoses can go bad at any time, and we replaced the hoses and now his vehicle is not presenting any more leaks.
  Guest was thankful for the follow up call and thanked us. 

  Customer Answer

  Date: 02/06/2023

  
  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,
  
  ***** **********

  Customer Answer

  Date: 02/06/2023

   
  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

  Date:12/20/2022

  Type:Order 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.

  9.22.2022: I went into Central Florida Toyota on 9.22.2022 and purchased a 2020 GMC Terrain (See supporting contract and documents). The terms 72 months / 12.59% APR - a flash drive with information was given to me which contained all loan information. 10.1.2022: I received a phone call from Ricardo (cell number: ************) salesman who sold me the *** Terrain, saying "The loan was not approved because your husband was on title - husband needs to sign release off title and then you need to resign financial documents". 10.3.2022: Luis the Sales Manager went to my husbands (soon to be ex-husband, middle of a divorce currently) house to have husband sign a release form from title. Husband signed the release. 10.3.2022 I went to Toyota of Central Florida to resign documents around 9:50pm ET as they were closing. The finance manager told me they were the same documents, rushing them in front of me to have signed. I signed them and just like last time, I was given a flash drive containing the loan information. The loan information that was on second flash drive that I have - is exactly the same terms as what's on first drive. I then learned my actual loan terms were changed from what was on prior drives (never given copy of this contract until 12.19.22 after requesting from sales manager). The sales contract provided to you is dated 10.1.2022 (which is false because I signed contract on 10.3.2022 - this is a falsified contract). New terms were 16.19% / 75 months This is clearly a Yo-Yo scam in which the dealer aimed to take advantage of a customer who was unaware of being taken advantage of.

  Business Response

  Date: 01/05/2023

  My apologies for the delay. We are in the process of buying the *** back from the customer and it will be completed when the guest comes in later this week.

  Customer Answer

  Date: 01/12/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Central Florida Toyota has successfully repurchased the vehicle. The matter has been resolved. Thank you!

• Initial Complaint

  Date:10/04/2022

  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 purchased a car from this dealer less than a week ago. Upon returning home my husband informed me that I had made a deal on the car I had sold to the dealer as our other car that was already paid off was worth a lot more than what they gave me. I went back the very next day after the purchase of the car and asked the sales personnel to undo the deal since I was practically robbed. They refused even though at the time of the purchase they promised that I had a whole week to return the vehicle should anything come up. I have been there multiple times to no avail and they refuse to fix the issue. I have made multiple attempts with them to come up with another deal but they refuse and are not working with me. One of the sales personnel even went as far as making a comment that this is how he feeds his family. They have charged me for a used car with miles what a brand new car is worth. I just want to have what is fair.

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/10/07) */ ****** was in the dealership yesterday afternoon 10/6/2022 and we were able to help her leave in a new vehicle. Thank you Consumer Response /* (2000, 7, 2022/10/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you!

• Initial Complaint

  Date:09/29/2022

  Type:Customer Service 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.

  July 6th, 2022 I purchased a vehicle from Central Florida Toyota for $26,000+. At the time of purchase I was told I couldn't receive my title that particular day because the previous owner was going through a trade in with the dealership and hasn't provided it yet. I was told once they provide it, the dealership would mail the title to my home. I have called them repeatedly between August and now September asking to speak with someone about getting my title either sent in the mail or I can pick it up in person. I was continuously transferred to several different departments within the organization and each person either hung up or transferred me elsewhere. I have directly emailed the salesperson who sold me the car, as well as texted him this morning (9/29/2022) asking for an update on the title. Today is the 29th of September and also the 85th day since I purchased the vehicle, I believe I was supposed to receive the title within the first 60 days of purchasing. I'm very concerned with the validity of my purchase, and after looking through previous reviews, it seems other people have had a similar issue. I was only given the application for the title, I have not received any other documentation.

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/10/04) */ Our finance director just spoke with Mrs.******* and explained the tittle process with Mrs.*******. Mrs******* is financing this vehicle so we were able to explain to her that lienholder has the tittle and once the vehicle is paid in full the lien will be release and the tittle will be sent to her. She did not have any more questions or concerns. Thank you

• Initial Complaint

  Date:06/06/2022

  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 bought a Toyota Corolla 2015 Tuesday 05/10/22 at 5:15 pm. For the amount of $14,422.25 with sales person mark silva. 3 days later the tire started making a loud noise and the plastic over the wheel started to peel off. I called the company to notify them of my experience, mark ***** spoke to his manager David and he said nothing could be done. So I took it to tire plus for an inspection, it was very bad they told me they had no idea how my vehicle was sold because it was a huge safety hazard and shouldn't even be on the road.(strucks, axel, break leak among other things) total cost of repair was $2,834.13. Tire plus sent an email to Toyota on the matter. May 25th I spoke to mark ***** and he said they received the email and his boss and team were going to see when I can get it in the Toyota shop. On may 27th David the manager called, we had a conversation and he told me mark ***** would give me a call to give me a date to take in the car. May 28th I called several times to no avail, but later that day mark ***** called me and said that the manager David didn't want to assume the responsibility. Mark said he would sit down and talk to him to try to get this matter resolved. That same afternoon I called the authorities but they said it was a civil matter.may 30th mark ***** called at 11:57 am and told me they were doing everything to get the problem resolved. I explained to them that my son was about to lose his job because of car issues in the past, that's the reason why we bought the new car in the first place. That same day mark called me and said to tow the car to Toyota, which I did with GEICO. It is currently June 6th and the car is just sitting there, today they said Tommy ********** is not going to take responsibility for the damages. I feel like I'm being thrown around everything is contradictory and doesn't make any since. I really need help in solving this matter I'm desperate at this point; thank you so much.

  Business Response

  Date: 07/11/2022

  Business Response /* (1000, 8, 2022/06/29) */ After hearing about this concern, we have tried to schedule several appointments with this guest to review what a 3rd party may or may not think are actual safety concerns. We always do a safety inspection on all of the preowned vehicle before we sell them. We would be happy to reinspect the vehicle and if there are actual safety items that need to be addressed we will take care of them.

• Initial Complaint

  Date:05/31/2022

  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 Thursday May 26th I purchase a vehicle at the Toyota with a 6000 down payment, the vehicle was sold with a 20,000 mile warranty and I added an extended warranty. The vehicle was sold completely gas empty, I tried the vehicle on their car lot empty of gas. At the end of signing paper the dealer didn't want to fill out the tank for me to take the car so I filled the tank from a a seven eleven gas station that only has a single hose regular gasoline pump. On Friday 27th the vehicle started to give issues and stopped working properly so I took it to the dealership, at first they didn't wanted to service the car because the seller that sold us the car wasn't there but I insisted so they took the car and pay us a Lyft to go home. On Saturday 28th the dealer call and stated that the car was free of any issues and that they run the car for a while and nothing was found. Since they run the car the filled out the tank from their end. We took the car home and on Sunday they 29th we came back with the same issue the var stopped working and both time we took the car back the check engine was on. They took the car to service and a couple hrs after they called me to go het a rental from them free of charges, I went and signed the papers they gave the the rental key and minutes after a manager came to me stating that they found diesel on the car tank accusing me of putting diesel and they where not fixing the issue because I need it to pay for that and also pay for the rental each say I had it. I didn't want to pay because this car hasn't been in my use not even 5 hrs since I signed the papers of purchasing. So they took the rental keys away and they stopped helping me finding a solution. I asked for prove of paperwork stating the issue they found and they didn't want to give me any, they didn't want to give me the car back to go check at other mechanic because of their safety policy. So I dont have a car, I dont have any proof from them and I don't have my down payment money.

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 8, 2022/06/15) */ We did not fill up the gas tank before the vehicle was delivered due to a issue with a part for the pump we have on site. The vehicle had an internal failure of the Fuel pump, once that was diagnosed we ordered the part and Replaced it. Our service manager test drove with guest's husband on 6/2/22 when vehicle was picked up and the vehicle operated as designed. I do apologize for any confusion, that took place during the time of when the guest brought the car back in until we were able to getting fixed.