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:04/01/2025

  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.

  Letter to general manager at Toyota of Orlando requesting refund of deposit - Came into dealership on 8/27/2024 and placed a $2,000 deposit on an in transit RAV4 XLE premium. Initially I was told only a $1000 deposit was required to hold a car in transit, but was later convinced to place $2,000 "as nothing was final until the car arrived". I was told the car would arrive on 8/30/2024. The car did not arrive on Friday 8/30/2024 as promised and on 9/1/2024 my wife and I decided to not proceed with the purchase. I communicated this with ****** our sales representative and requested my deposit back. I was told deposits are non-refundable. To date I have not been refunded my deposit. Florida statues clearly state in section 501.976.10 -"It is an unfair or deceptive act or practice, actionable under the Florida Deceptive and Unfair Trade Practices Act, for a dealer to: 10) Require or accept a deposit from a prospective customer prior to entering into a binding contract for the purchase and sale of a vehicle unless the customer is given a written receipt that states how long the dealer will hold the vehicle from other sale and the amount of the deposit, and clearly and conspicuously states whether and upon what conditions the deposit is refundable or nonrefundable". As nothing but a credit card strip was provided to me, withholding my deposit would be deemed an unfair or deceptive practice. Unfortunately, this experience has caused irreparable damage to the longstanding trust I once placed in your dealership. I am writing today hoping for the amicable return of my deposit

  

  Business Response

  Date: 04/10/2025

  April 2, 2025
  
  Ms. ***** ******
  Better Business Bureau
    Of Central Florida
  
  Re:  Mr. **** ****** (BBB Case # ********)
  
  Dear Ms. ***************** you are aware, I am the General Manager of the automobile dealership known as Toyota of Orlando.  I am writing in response to your recent email correspondence regarding the above- referenced matter, whereby ************** filed a complaint with your department wherein he requested a full refund of the non-refundable deposit he made with our dealership for the planned purchase of a new Toyota vehicle. 
  
  Initially, we must note that the deposit was clearly disclosed and understood at the time of signing on August 27, 2024 to be non-refundable (and not subsequently stated to Mr. ****** on September 1, 2024 as he alleges). This fact is not only clearly set forth in the Non-Refundable Deposit Order, but these terms were also in fact fully reviewed during the signing process.  This standard and proper policy is provided to consumers to ensure that the specific vehicle chosen by a consumer that has not yet arrived at the Dealership is reserved for the consumer.
  
  However, we do apologize for any miscommunications or administrative errors that Mr. ****** may have experienced, and the fact that a copy of his Non-Refundable deposit form may not have been provided to him at the time of signing.  We have reviewed the full process in these matters with all dealership personnel to ensure that all requirements are fulfilled in each instance and that a copy be provided to the consumer, and also placed in our dealership files. Accordingly, and since our Dealership is committed to 100% customer satisfaction whenever reasonably possibly, we are willing in this instance to reverse our standard non-refundable policy and fulfill Mr. ******* request for a full refund.  Accordingly, a check for $2,000.00 will be promptly issued and sent to Mr. ****** so that this matter can be completely resolved in accordance with Mr. ******* request.
  
  If you have any further questions or comments concerning this matter, please do not hesitate to contact me. 
  
  Sincerely,
  
  ****** Siviglia
  General Manager
  Vineland Motor Sales, LLC d/b/a Toyota of Orlando  

• Initial Complaint

  Date:11/26/2024

  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 came to Toyota of Orlando w/ wife to look & possibly purchase a 2024 Toyota Carolla Cross vehicle. The dealer did not have a vehicle in stock to inspect. *****, the salesman, said a vehicle matching the above description was already in transit to the dealership. M wife did sign a pre-purchase agreement, not knowing, this was non-refundable deposit. We were not issued a copy of said agreement & salesman ***** did not sign it as well. We have been denied a refund.

  Customer Answer

  Date: 11/28/2024

  Good Morning,

  I have attached the image of the contract from Toyota of Orlando for review. I have also included an email from **** ****** (General Manager) of ****** Toyota of ************ pertaining to their deposit refund policy below.

  Please let me know if you have additional questions regarding this matter. Thank you!

  You can call my cell # at ************* or email me at ***********************************

   

  Sincerely,

  **** R. ******

   

  From: **** ****** <****************************************************************************************>
  Sent: Wednesday, November 27, 2024 9:31 AM
  To: *********************************** <***********************************>
  Subject: Refund policy for ordered vehicles
  
  To whom it may concern,
  
  
  In reference to refunding a deposit on a vehicle this is our policy.
  
  
  If we special order a vehicle for a consumer and it is specific one of a kind vehicle that they don't make but the manufacturer builds specifically for consumer and customer refuses the vehicle for whatever reason that deposit would not be refunded.  There are forms that MUST be signed by both consumer and dealer stating so to protect both parties.
  
  
  If a vehicle in on ground or is inbound to our dealership consumer places deposit to hold it the rules are as follows.
  We make sure that the customer likes the vehicle and it fits their needs.  We understand there is a shortage of vehicles so it's sometimes impossible to test drive a vehicle before placing deposit because there may not be one in stock to do so.  If the customer decides not to purchase vehicle after vehicle comes in we will give deposit back since there was no transaction made.
  
  
  Sincerely,
  **** ******
  General Manager
  ****** Toyota ************
  CONFIDENTIAL: This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error, please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited.
  
  ***************************** and its related companies puts the security of the email recipients at a high priority. Therefore, we have put efforts into ensuring that the message is error and virus-free. Unfortunately, full security of the email cannot be ensured as, despite our efforts, the data included in emails could be infected, intercepted, or corrupted. Therefore, the recipient should check the email for threats with proper software, as the sender does not accept liability for any damage inflicted by viewing the content of this email.

  

  Business Response

  Date: 12/18/2024

  December 18, 2024
  

  
  Ms. ***** ******
  Consumer Affairs Representative
  Better Business Bureau of Central Florida, Inc.
  *****************
  ************************************; 32750
  
  Re:  *** **** ****** (BBB Case No. 22608158)
  
  Dear Ms. ***************** you are aware, I am the General Manager of the automobile dealership known as Toyota of Orlando.  I am writing in response to your email correspondence regarding the above referenced matter, whereby *** **** ****** filed a complaint with the BBB wherein he demanded a full refund of the non-refundable deposit he and his wife made with our dealership for the planned purchase of a new Toyota (the Vehicle). 
  
  Initially, we must note the in contrast to *** ****** statements, the facts that the deposit was non-refundable is not only clearly set forth in the Non-Refundable Deposit Order, these terms were in fact fully reviewed during the signing process and a copy of the agreement was provided after signing.  This standard and proper policy is provided to consumers to ensure that the specific vehicle chosen by a consumer that has not yet arrived at the Dealership is reserved for the consumer.   Dealership personnel properly followed and implemented this policy when dealing with *** and Mrs. *********************** our Dealership is committed to 100% customer satisfaction whenever reasonably possibly.  Accordingly, and if *** ****** agrees that this matter has been properly handled to his and Mrs. ****** satisfaction,we will go beyond our legal obligations and fulfill *** ****** request for a full refund.  Accordingly, a check for $1,000 will be issued and sent to the ****** as soon as we are informed that with said refund this matter will have been completely resolved to *** ***************************** you have any further questions or comments concerning this matter, please do not hesitate to contact me. 
  
  Sincerely,
  
  ****** Siviglia
  General Manager
  Vineland Motor Sales, LLC d/b/a Toyota of Orlando  

  
  

  

  Business Response

  Date: 12/31/2024

  As per our response to Mr. ******* original complaint, we stated that we to be informed that with the refund this matter will have been completely resolved to Mr. ******* satisfaction.  

  On several occasions our calls to Mr. ****** & **** ****** were unanswered.  They have also not responded to your office regarding our filed response to their complaint.

  A check will not be sent until communication has been achieved.  

  Cordially,

  Jordan Siviglia

   

• Initial Complaint

  Date:09/21/2024

  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.

  Purchased a Toyota Camry. Shortly after finalizing the vehicle purchase, the splash shield detached during the drive home. The dealership dismissed the concerns, attributing the problem to driving. Now, after purchasing this car months ago, another Toyota dealership said that all four tires need replacement, as they pose a significant safety risk. Despite being told the car had no accident history, the mechanic showed where there is damage to the passenger front end, the tire is different from the rest, and there are loose pieces under the hood, which suggests a prior accident. The fact that repairs were made to this car was not disclosed at time of purchase. The air filter was also significantly dirty suggesting it wasnt replaced. Due to how unsafe the tires were we had to replace them costing $1,136.33 for four tires, along with an alignment and a new air filter. Fortunately, the service center provided a complimentary oil change, alleviating concerns about Toyota Orlandos oversight on these other issues. The mechanic indicated that it is highly unlikely for the tires to have worn down so rapidly or effortlessly. We do not expect a resolution from this dealership due to their dismissive response regarding a basic splash guard; however, we believe it is important to document our complaints.

  

  Business Response

  Date: 10/17/2024

  October 17, 2024
  
  Ms. ***** ******
  Consumer Affairs Representative
  BBB of Central Florida, Inc.
  **************************************************************************************
  Re: Mr. ****** ****** (BBB Complaint # ********)
  

  Dear Ms. ******************** you may be aware, I am the General Manager of the automobile Dealership known as Toyota of Orlando. I am writing in response to your email correspondence dated October 2, 2024, whereby you
  forwarded a complaint form completed by ********************************* certain concerns regarding the used Toyota Camry (the Vehicle) purchased from our dealership on February 29, 2024.  Upon receipt of your letter, I reviewed all of the documents in Mr. Baileys file. Thereafter, I discussed his concerns in detail with all appropriate personnel at our dealership.  Initially, and as Mr. ****** notes, the Vehicle was a used  Vehicle with substantial miles thereon. As such, the Vehicle was sold As-Is, in current working order but with full disclosure and acceptance of the fact that there were no warranties or representations whatsoever from the Dealership other than the Vehicles then current working condition. The purchase documents and Dealership personnel made it clear that there were no oral or written representations concerning the Vehicles past usage or future performance, and that various mechanical, wear and tear and cosmetic issues could subsequently arise.  Despite these facts, Mr. ****** attempts to raise three issues in an apparent attempt to override the clear As-Is nature of his purchase. First, he states that on the day of his purchase the splash shield was broken and needed to be replaced. In fact, on the date of his purchase a fender liner (ie., splash shield) was in fact replaced on the Vehicle at no additional costs to Mr. ******. Rather than indicate some improper sales tactics by the Dealership as implied by Mr. ******* this fact simply evidences
  that the Dealership went above and beyond its technical legal requirements and replaced a part on the day of purchase at no additional costs.  

  Mr. ****** continues by alleging that recently, more than seven
  (7) months after his purchase of the Vehicle, (i) the Vehicle appears to have been in a prior accident to one portion of the Vehicle and (ii) the tires on the Vehicle had reached a point that they needed to be replaced. On this basis, Mr. ****** again implies (or seems to even assert) that the Dealership somehow implemented improper sales practices and should be responsible for his new tire(s) purchase. Neither of these  allegations change the fact that the Vehicle was in full working order when sold and delivered to Mr. ****** as such and that the Dealerships obligations regarding an As-Is purchase were fulfilled.  More specifically, we must again note, as confirmed by and set forth in the written purchase documents, that no representations about the Vehicles past use, current condition at time of purchase (other than proper working order on the date of purchase) and future performance were made in any manner by the Dealership or its personnel. No personnel stated that the Vehicle had not been in a prior accident (Rather, a Carfax at the time of purchase and as still currently sets forth on ******* there is no recorded evidence of any accident involving the Vehicle). Further, the fact that the Vehicles tires have now, seven months later, reached a point where they may need to be replaced, does not run counter to these facts and does not give rise to any obligation of the Dealership to pay for new tires for the Vehicle.  

  Ms. ******* we appreciate your inquiry into this matter. We know that the foregoing fully explains our position and proper actions regarding the same. Toyota of Orlando remains committed to proper business practices in the Central Florida business community.
  

  However, there is no basis for Mr. ******* demand that the costs for his new tires for the Vehicle should be paid for by the Dealership. The Dealership will not pay for, and are not responsible for, the costs of any new parts for the Vehicle.  Accordingly, we must insist that Mr. ******* existing complaint be dismissed since there is no basis for implying the Dealership committed any improper sales practices or for demanding payments from the Dealership.  If you have any further questions or comments concerning this matter, please do not hesitate to contact me.
  Very truly yours,
  
  ****** Siviglia
  General Manager
  Toyota of Orlando

• Initial Complaint

  Date:09/16/2024

  Type:Sales and Advertising 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.

  On 9/15/24, I visited Toyota of Orlando for a transmission oil change and battery replacement. I was charged over $900, but the receipt lacked a clear breakdown of charges, especially for labor. The tech, *******, sold me a lifetime battery, but this was not documented in the vehicles Toyota history, making future replacements impossible. I was at the dealership for over 5 hours, which ******* justified by falsely claiming it took 3 hours for the oil to cool and 2 hours for the transmission change. I believe these time frames were used to justify inflated charges. I paid under duress, fearing I'd be stranded without my vehicle. I request a full breakdown of charges and proper documentation of the lifetime battery purchase or I will consider legal action for deceptive practices.

  

  Business Response

  Date: 09/19/2024

  September 19, 2024
  Ms. ***** ******
  Consumer Affairs Representative
  Better Business Bureau
  of Central Florida, Inc.
  **************************
  ******************************** 32750

  
  Re: Mr. ***** **** (BBB Case #********)
  Dear Ms. ************* you may be aware, I am the General Manager of the automobile dealership known as Toyota of Orlando (the Dealership). I am writing in response to your recent email dated September 17, 2024
  concerning a statement of complaint from Mr. ***** **** expressing certain concerns he has regarding his recent dealings with our ******************* department. Mr. **** notes that on September 15, 2024, he brought his vehicle
  to the Dealership for an oil change and battery placement. He expressed concerns over the lack of details in his billing statement and documentation regarding his Lifetime Warranty battery purchase and therefore requests that a more detailed
  summary of his billing and Lifetime Warranty documentation be provided. Upon receipt of Mr. ***** statements, I reviewed his file and discussed his concerns with our Service Manager. Initially,
  please note that Mr. **** originally brought his vehicle-a work truck loaded with heavy work equipment (the Vehicle) to the Dealership on September 10 th requesting a Differential Fluid
  Service and a *************************** At this time the Differential ************* was completed, but it was explained that the Vehicle would, primarily because of its weight, require
  the use of one of two special lifts at the Dealership that were currently in use for other customer services and would require a pre-reservation for use. Accordingly, an appointment was made for
  September 14 th to complete the ***************************  Thereafter, on September 14 th Mr. **** contacted the Dealership shortly before his scheduled appointment and stated that his
  Vehicle had ceased functioning about a mile from the Dealership. A Dealership technician was promptly dispatched to the Vehicle location. The technician was able to jump-start the Vehicle so
  that it could be driven to the Dealership (this service was provided at no costs to Mr. ******************** regards the services performed on September 14 th and Mr. ***** concerns regarding the same, please note the following:
  
  1-Hourly Rates: Transmission ************* &amp; Lifetime Battery:  Initially note that for each of these services the total costs
  (parts, labor and any related services) were quoted to and accepted by Mr. **** prior to the performance of either service.
  The total Transmission Fluid replacement costs were quoted on September 10 th and the Lifetime Battery costs were quoted on
  September 14 th once the need for a new battery was established on said date (SEE attached billing statement). We will note that
  hourly rates can vary on individual services from a low of $20/hour up to $390/hour. These rates are based on both the
  complexity of a particular service (and therefore the experience of and level of compensation for a particular mechanic as well as
  the costs of tools and other Dealership equipment required for a particular service). In these cases, the actual hourly rate for
  the Transmission ************* was $167.76 per hour and for the Lifetime *************** was $100 per hour. This breakdown is not
  routinely detailed on final billing statements since the total costs were already fully disclosed and accepted by the customer.
  ********** Battery Warranty:
  This product is produced and covered by a third-party company. This company can take as long as 14 days to complete the Data
  Transfer related to the final production of the Lifetime Warranty Document that is uploaded to the warranty file at
  ***********************************************************. The consumer can log into the site and see the Warranty Document once it is uploaded to the site
  (Note: we re-checked to day and the Warranty Document was just uploaded-SEE copy attached hereto). Do note that the warranty was
  effective immediately upon installation and is directly connected
  
  to and evidenced by the part number that is listed on the Service Invoice. In reality consumers rarely if ever log into the company
  site, but rather show the Service Invoice and/or provide the part number to a dealership when making a claim for service related to
  the Lifetime Warranty. The warranty is then automatically applied and covers any related costs nationwide. This information is also
  evidenced on a label on the battery itself (SEE attached copy of standard label). In any event, as noted above a copy of the just
  issued Lifetime Warranty Document is attached hereto. Again, using the information on the Label and/or the Service Invoice for
  any claim relating to the Lifetime Warranty can be initiated now or at any time in the future. We apologize to the extent that
  this information was not fully explained to Mr. **** on the date of his visit to the Dealership. 

  
  Ms. *****, we appreciate your inquiry into this matter. We know the above statements and information evidence the Dealerships
  proper practices in this matter and fully address Mr. ***** requests related thereto. If you have any further questions or
  comments concerning this matter, please do not hesitate to contact me.

  
  Sincerely,
  
  ****** Siviglia
  General Manager Toyota of Orlando

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22295458
  
  I am rejecting this response because:

  Thank you for your response, but significant issues regarding transparency and service time remain unresolved. Upon reviewing the receipt provided to me on September 10th, nowhere was the specific labor rate of $167.76 per hour for the transmission oil change disclosed. At no point did ******* inform me of any labor rates, which is both deceptive and misleading. This lack of transparency is a major issue that cannot be overlooked.
  Additionally, the dealership has yet to offer any valid explanation for why two routine maintenance servicestransmission fluid change and battery replacementtook such an unreasonable amount of time. The explanations, such as 3 hours for oil cooling and 2 hours for the transmission service, are unjustifiable for standard procedures. Moreover, during my 5-hour wait, ******* repeatedly told me that there were "only 20 minutes left," which was inaccurate and further demonstrates the mishandling of this situation.
  Compounding this, the dealership took advantage of my vulnerable position when I was stranded without a functioning vehicle. This left me with little choice but to agree to inflated charges under duress, as I feared being without my vehicle and stranded further.
  I can provide receipts and text messages to vouch for the timeframes and lack of disclosure I have referred to, should you require further verification of these claims. Given the lack of transparency regarding labor rates, the excessively prolonged service time without justification, and the dealership's exploitation of my difficult situation, I am requesting a partial refund to address these unjust charges. I trust that Toyota of Orlando will take responsibility and resolve this matter fairly.
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 10/02/2024

  Please see 3 attachments with our response.

  

  Business Response

  Date: 10/15/2024

  Please see 3 attachments with our response.

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22295458
  
  I am rejecting this response because:
  Dear Toyota of Orlando,
  Thank you for providing the invoice receipt, but it still does not address the key concerns I raised earlier. The lack of transparency regarding the labor rate remains unresolved. Nowhere in the documentation provided to me on September 10th was the labor rate of $167.76 per hour disclosed, nor was I informed of this rate by ******* at any point. This omission is misleading and does not meet the standard of clear, upfront communication that customers deserve. Additionally, I am still unsatisfied with the explanations for the excessive amount of time spent on what should have been routine maintenance services. A transmission fluid change and battery replacement should not take 5 hours. During this extended wait, ******* repeatedly misinformed me about the remaining time, stating that "only 20 minutes" were left, which was far from accurate. This prolonged service time, along with the conflicting information I was given, raises serious concerns. Furthermore, I felt compelled to pay these inflated charges out of fear of being stranded without my vehicle, effectively forcing me to agree to an unreasonable bill under duress. Given the lack of transparency about labor costs, the excessive service time, and the fact that I was pressured into agreeing to inflated charges due to my vulnerable situation, I believe a partial refund of $450 is justified. This amount reflects a reasonable adjustment for the unjustified labor costs and the undue inconvenience caused during the service. I hope Toyota of Orlando will take responsibility for these issues. Please issue my refund so we can close this dispute. 

  Sincerely,
  
  ***** ****

  Customer Answer

  Date: 11/13/2024

  Complaint: 22295458
  
  I am rejecting this response because:
  Dear Toyota of Orlando,
  Thank you for providing the invoice receipt, but it still does not address the key concerns I raised earlier. The lack of transparency regarding the labor rate remains unresolved. Nowhere in the documentation provided to me on September 10th was the labor rate of $167.76 per hour disclosed, nor was I informed of this rate by ******* at any point. This omission is misleading and does not meet the standard of clear, upfront communication that customers deserve. Additionally, I am still unsatisfied with the explanations for the excessive amount of time spent on what should have been routine maintenance services. A transmission fluid change and battery replacement should not take 5 hours. During this extended wait, ******* repeatedly misinformed me about the remaining time, stating that "only 20 minutes" were left, which was far from accurate. This prolonged service time, along with the conflicting information I was given, raises serious concerns. Furthermore, I felt compelled to pay these inflated charges out of fear of being stranded without my vehicle, effectively forcing me to agree to an unreasonable bill under duress. Given the lack of transparency about labor costs, the excessive service time, and the fact that I was pressured into agreeing to inflated charges due to my vulnerable situation, I believe a partial refund of $450 is justified. This amount reflects a reasonable adjustment for the unjustified labor costs and the undue inconvenience caused during the service. I hope Toyota of Orlando will take responsibility for these issues. Please issue my refund so we can close this dispute. 

  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 12/04/2024

  Please see your letter dated 10/24/24 sent to us closing the case.  Please update your files

  Cordially,

  ****** Siviglia

  President

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22295458
  
  I am rejecting this response because:
  
  Hello Mrs. ******

  this complaint has not been resolved. Thank you for providing the invoice receipt, but you still have not addressed the key concerns I raised in our earlier correspondence. The lack of transparency regarding the labor rate remains unresolved. Nowhere in the documentation provided to me on September 10th was the labor rate of $167.76 per hour disclosed, nor was I informed of this rate by ******* at any point. This omission is misleading and does not meet the standard of clear, upfront communication that customers deserve. Additionally, I am still unsatisfied with the explanations for the excessive amount of time spent on what should have been routine maintenance services. A transmission fluid change and battery replacement should not take 5 hours. During this extended wait, ******* repeatedly misinformed me about the remaining time, stating that "only 20 minutes" were left, which was far from accurate. This prolonged service time, along with the conflicting information I was given, raises serious concerns. Furthermore, I felt compelled to pay these inflated charges out of fear of being stranded without my vehicle, effectively forcing me to agree to an unreasonable bill under duress. Given the lack of transparency about labor costs, the excessive service time, and the fact that I was pressured into agreeing to inflated charges due to my vulnerable situation, I believe a partial refund of $450 is justified. This amount reflects a reasonable adjustment for the unjustified labor costs and the undue inconvenience caused during the service. I hope Toyota of Orlando will take responsibility for these issues. Please issue my refund so we can close this dispute. 
  
  Sincerely,
  
  A loyal Toyota customer
  ***** ****

  

  Business Response

  Date: 12/16/2024

  December 12, 2024
  
  Ms. ***** ******
  Consumer Affairs Representative
  Better Business Bureau
   of Central Florida, Inc.
  **************************
  *************************************; 32750
  
  Re:  *** ***** **** (BBB Case #********)
  
  Dear Ms. ***************** you are aware, I am the General Manager of the automobile dealership known as Toyota of Orlando (the Dealership).  I am writing in response to your recent email dated December 11, 2024, concerning the latest statement of complaint from *** ***** **** expressing certain concerns he continues to have regarding his dealings with our ****************************** in the recent past.
  
  Initially, *** **** continues to assert that there was a lack of transparency concerning the Dealerships billing.  We have already fully explained our proper billing practices in our original response to *** ***** complaint back on September 19, 2024, including the fact that the total amount for our services was clearly pre-approved by *** **** prior to performing any work on his vehicle.  Regardless, *** **** continues by asserting that he should receive a refund of $450.00 because he believes it was unreasonable for the Dealership to allegedly take more than five hours to complete the repair services to his vehicle.  In contrast to *** ***** assertions, and upon review of our service records we must note that *** ***** vehicle was clocked in at 8:24 am on the date of services and the resulting billing invoice was time-stamped at 11:03 am (a total time of 2.79 hours).  Accordingly, this further assertion of unreasonable time and billing is also baseless. 
  
  Regardless of the foregoing, the Dealership is willing to make an additional courtesy accommodation to *** ****,beyond the already free emergency services provided back in September.  If *** **** is willing to consider this matter satisfactorily resolved, we will issue him a refund of $370.00 (the 2.21 additional hours he asserts he waited for repairs to be completed times the highest hourly rate [$167.91] relating to the repair of his vehicle). 
  
  Ms. ******, we do appreciate your continued inquiry into this matter.  We know that our previous response, as well as the above statements and information, evidence the Dealerships proper practices in this matter.  We further believe that our offer to provide an additional courtesy refund of $370.00 is more than a fair resolution to ******** stated concerns.  Please advise if *** **** accepts this offer of resolution, and if so, we will immediately send *** **** a refund check in the amount of $370.00. Otherwise, if you have any further questions or comments concerning this matter, please do not hesitate to contact me. 
  
  Sincerely,
  
  ****** Siviglia
  General Manager Toyota of Orlando  

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22295458
  
  I am rejecting this response because:
  

  Dear Mr. ************************* you for your response and the offer to resolve this matter with a refund of $370.00. While I appreciate the effort to address my concerns, I must note that I have timestamped documentation, including text messages and bank records, that contradict your claim regarding the service duration. These records show that the invoice was processed significantly later than the time referenced in your response,

  
  Reluctantly, I will accept the proposed refund amount of $370.00 under the condition that this complaint will only be considered resolved once I have received and successfully cashed the refund check. To ensure secure and timely delivery, I request that the check be sent via *** First Class or ***** to the following address:

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

  
  I expect to receive the check within 10 business days. Kindly confirm when the refund has been issued and provide the tracking details for the delivery.
  Additionally, I urge your company to reflect on the importance of maintaining high ethical standards and honesty in all customer interactions. Transparency and accuracy are critical to fostering trust and ensuring positive relationships with customers.
  Thank you for your attention to this matter. I look forward to your prompt response.
  Best regards,
  ***** ****
  A Loyal Toyota Customer

  

  Business Response

  Date: 12/31/2024

  Ms. ***** ******, Consumer Affairs Rep.

  BBB of Central Florida, Inc.

  Mr. **** has agreed to the courtesy refund of $370.  We have sent a check via ***** to the address provided by Mr. **** (routing # provided to customer).

  Sincerely, 

  ****** Siviglia, GM Toyota of Orlando

   

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22295458
  
  I am rejecting this response because:
  

  Where did you send the routing number? I have not received a routing number from **********************. Until I receive the check this claim will remain open.

  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 01/09/2025

  January 9, 2025
  Ms. ***** ******
  Consumer Affairs Representative
  Better Business Bureau
  of Central Florida, Inc.
  **************************
  ******************************** 32750

  Re: Mr. ***** **** (BBB Case #********)

  Dear Ms. ******************** you are aware, I am the General Manager of the automobile
  dealership known as Toyota of Orlando (the Dealership). I am
  writing concerning the above-referenced case concerning a
  complaint filed by filed Mr. ***** **** expressing certain
  concerns he continues to have regarding his dealings with our
  Dealerships service department in the recent past.
  As noted in prior correspondence, this matter was to be deemed
  fully and satisfactorily resolved once Mr. **** received a
  Courtesy refund in the amount of $370.00. As of this date, this
  matter remains listed as open and unresolved because Mr. **** has
  apparently communicated to your offices that he has not received
  the referenced check in the amount of $370.00 To the contrary
  please see the attached items (copy of said check, ***** tracking
  and picture evidencing delivery of said check; and confirmation
  that said check was in fact cashed on 1/6/25). These items
  confirm that Mr. **** has in fact received the referenced check.
  Please note that we did try and contact Mr. **** to request that
  he confirm to you that he did in fact receive the check. However,
  Mr. **** has refused to accept or respond to our attempts to
  contact him.
  Ms. ******, we do appreciate your continued inquiry into this
  matter. We know that the enclosed information and documents
  confirm that Mr. **** has in fact received our check in the amount
  of $370.00 as he required to deem this matter as fully and
  satisfactorily resolved. Accordingly, we must request that this
  matter be deemed and listed as fully resolved and closed. If you
  have any further questions or comments concerning this matter,
  please do not hesitate to contact me.
  

  Sincerely,
  ****** Siviglia
  General Manager Toyota of Orlando

  Customer Answer

  Date: 01/09/2025

   
  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:08/22/2024

  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 took my car for oil change and after the service was done I was told I need to get the oil pan repaired. I asked to see it and found it was leaking oil, while it was not before the service. The only conclusion is that it was damaged during the service and their shop should be responsible for the cost. They refused to take responsibility for the damage and charged me over $1000 to repair the oil pan. How can anyone trust they won't damage their car during service and make them pay for repairs?This dealer is giving a bad name to toyota and deeming both their product and service unreliable. I previously owned a toyota for 15 years with 150k miles and never heard of oil pan repair. The only way for them to restore credibility is by refunding what they charged me for oil pan repair.

  

  Business Response

  Date: 09/06/2024

  Better Business Bureau
  ***************
  *******, Florida 32750
  Re: ********

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

  
  In response to Case Number ********, ****************** has an extensive service history at Toyota of Orlando. This is why we are going to refund ****************** in the amount of 936.75.   This is a refund for the oil pan service less the discounts received at time of service, we included the tax he paid on the refund. 
  
  Sincerely
  
  ***********************
  Service Manager
  Toyota of Orlando

  

  Business Response

  Date: 09/09/2024

  September 6, 2024
  
  ***************************
  Consumer Affairs Representative
  Better Business Bureau
    of Central Florida, Inc.
  **********************************
  ************************************; 32750
  
  Re:  ***************************** (Case #********)
  
  Dear ****************:
  
  As you may be aware,I am the General Manager of the automobile dealership known as Toyota of Orlando (the Dealership).  I am writing in response to your email of September 6, 2024 whereby you forwarded a statement of complaint by *****************************  expressing certain concerns regarding his recent dealings with our service department.  Upon receipt of your email I reviewed Mr.Elassars file, and  I discussed his concerns with all appropriate personnel at our dealership. 
  
  As ****************** notes, he recently came to our dealership for an oil change.  While conducting the oil change it was discovered that the oil pan for his vehicle was damaged from wear and tear (a situation that sometimes occurs as a vehicle ages).  ****************** was told of the situation and subsequently paid $$936.75 to replace the oil pan.  Mr. ******** now asserts that our personnel must have damaged the oil pan during the oil change, and he wants a full refund for the new oil pan costs.
  
  ****************, we appreciate your inquiry into this matter, and despite the fact, as noted above,that the oil pan damages were the result of wear and tear and not the fault of the Dealership, we have agreed, as a customer courtesy, to cover the related costs and refund $936.75 to ******************. Our Dealership is truly committed to 100% customer satisfaction whenever possible, as well as committed to both proper and excellent performance in the business community in Central Florida.  Accordingly,we were pleased to provide a customer courtesy payment to cover Mr. ********* stated concerns.
  
  If you have any further questions or comments concerning this matter, please do not hesitate to contact me. 
  
  Very truly yours,
  
  *********************
  General Manager
  Toyota of Orlando  

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22179992
  
  I am rejecting this response because: no refund has been received.  Response will be accepted when refund is received. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 09/14/2024

  Refund has been received and the complaint can be closed.  Thanks to BBB and Toyota of orlando for your understanding. 

  Hazem 

  Customer Answer

  Date: 09/17/2024

  Refund has been received and the complaint can be closed.  Thanks to BBB and Toyota of orlando for your understanding. 

  Hazem 

• Initial Complaint

  Date:07/31/2024

  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.

  On July 17 I attended the company for the possible purchase of a 2016 Toyota Corola, but they only showed me a 2009 Toyota RAV4 Truck, convincing me that it was in excellent condition. Salesman P****** informed me that the value was $8,995.00 and that I had to go to the bank to write a cashier's check for $11,367.65 in total, without first specifying the conditions of purchase. When I returned with the check I found out that I had been charged $429.00 for some carpets, that I had not been consulted and that the car had no warranty. I bought the truck in good faith and when I left the dealership that same day, I started to hear a noise. On July 18, Ms. W***** - Customer Service Manager - called me and I explained the two problems: the sale of carpets without consultation and the noise the truck is making. The company mechanics told me that it has a serious flaw that can damage the transmission costing $2033. On July 23 W***** told me that Mr. S*******, the owner of the company, was not going to acknowledge anything. One of the solutions was that they receive the vehicle for less than what I bought it for and would sell me a newer one. I emailed the owner (see email sent to Mr. S******* on July 25, attached). On July 26, W***** called me saying that the owner was only going to return the cost of the carpets $429.00, because the truck had no warranty, but that I had to sign a document where I release ALL of them from responsibility, I did not sign (See attached document). I demand full payment of the invoice for the repair of the hidden damage to the truck and the return of the money for the carpets ($429.00) which have not even been delivered to me.

  

  Business Response

  Date: 08/01/2024

  July 31, 2024
  
  ***** ******
  Consumer Affairs Representative  
  BBB-Central Florida
  1600 Grant Street
  Longwood, Florida  32750
  
  Re:  Ms. ***** ******** (BBB Case #********)
  
  Dear Ms ******:
  
  As you may be aware, I am the General Manager of the automobile dealership known as Toyota of Orlando.  I am writing in response to your email dated July 31, 2024, whereby you forwarded a letter of complaint from Ms. ***** ******** expressing certain concerns regarding her recent transaction with our dealership.
  
  Upon receipt of your letter, I reviewed all of the documents in Ms. ********'s file.  Thereafter, I discussed her concerns in detail with all appropriate personnel at our dealership.
  
  As noted by Ms. ********, on July 17, 2024, she came to our dealership to inquire about the possibility of purchasing a used Toyota RAV4.  Ultimately, she elected to purchase a used 2016 Toyota Corolla (VIN #*****************) (the “Vehicle”), knowingly and voluntarily signing various purchase documents relating to and covering her purchase of the Vehicle.  Upon signing the purchase transaction documents, Ms. ******** left the Dealership to obtain a bank check for the complete purchase amount.  Subsequently she returned to the Dealership, submitted her check and took delivery of the Vehicle.
  
  In her complaint, Ms. ******** first asserts that she only subsequently learned that her purchase included a $429 charge for new floormats, and that her purchase did Not include an extended warranty.  However, neither of these assertions are true.  As noted in both the Deal Review Agreement and the Purchase Summary form (SEE attached) the floormats charge is clearly listed, as is the fact that the Vehicle does not include an extended warranty.  In fact, the documents evidence Ms. ********’s specific acknowledgement (with initials next to each item) that she is purchasing new floormats and she is declining the purchase of any Extended Service Agreement (ie., warranty).
  
  The other issue alleged by Ms. ******** is that she subsequently noticed a “noise” coming from the Vehicle, and that when she came to the Dealership she was told the noise resulted from “a serious flaw that would damage the Vehicle’s transmission”.  She therefore wants the Dealership to cover any repair costs necessary to avoid such damage.
  
  Please note that when Ms. ******** returned to the Dealership, mechanics took the Vehicle out for a test drive.  Upon completion of the test drive, the Dealership’s mechanics confirmed that a humming noise did arise when the Vehicle was driven over 50 mph.  However, and in contrast to Ms. ********’s assertions, the mechanics specifically informed her that the noise did not affect the drivability of the Vehicle.  Further, the mechanics did confirm that the repair to eliminate the noise would cost over $2,000, but that the repairs could be handled and paid for later and that continuing to drive the Vehicle at this time posed no safety or mechanically related risks.
  
  Ms ******, we appreciate your inquiry into this matter, and believe that the foregoing fully explains our position and proper actions regarding the same.  Toyota of Orlando remains committed to proper business practices in the Central Florida business community, and while we strive at all times to meet our policy goal of 100% customer satisfaction, this commitment does not and cannot require Toyota of Orlando to abandon the clear and binding written terms of the applicable transaction(s) as is essentially being requested by Ms. ********.  No extended warranty was included with her purchase.  This fact was not as a result of Dealership personnel failing to “deal in good faith” but rather a choice made by Ms. ********.  Her request that the Dealership make any repairs related to an “As-Is” purchase is essentially a request for a “free” extended warranty is not an appropriate resolution to Ms. ********’s “concerns”.  We cannot simply pay monies to customers or change or add to the terms of the transaction upon claims that are contradicted by the relevant documentation.  However, as a customer courtesy, we have agreed to cancel the designated purchase of new floormats since the same were already on back order and Ms. ******** has expressed her current desire to cancel said options purchase.
  
  Other than refunding the costs of the floormats, we must request that the complaint submitted by Ms. ******** be dismissed as baseless and incorrect and that the Dealership’s actions in this matter be noted as proper and in full compliance with all applicable rules and laws.  If you have any further questions or comments concerning this matter, please do not hesitate to contact me.  
  
  Sincerely,
  
  Jordan S*******
  General Manager
  Toyota of Orlando  

• Initial Complaint

  Date:07/24/2024

  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 received a letter a few years ago about painting recall and took it over the dealer and they refused to paint the vehicle.

  

  Business Response

  Date: 07/31/2024

  I have looked into the matter and see that this vehicle is still covered under the *** paint delamination service campaign until 7/9/2025. There are instances when a specific vehicle, even though it may fall within the year vehicle covered, does not have the issue in question where the paint is peeling and needs to be repainted. Also, if a vehicle has specific damages or is repainted prior to the inspection, it does not qualify for this service campaign. **************** manager *************************** has reached out to the customer to discuss the guidelines for the campaign and they have agreed to have the vehicle come in for an inspection with the management team to see if this vehicle has the condition. If the vehicle does not have the condition, the owner of the vehicle will be shown specifically why so there is a clear understanding. Once this inspection takes place we will then take the next step. The owner of the vehicle is away on a business trip until 8/5 and upon his return he will bring the vehicle in to be seen.  

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22040392
  
  I am rejecting this response because: They reach out to me, but no further name or direct number was available to make arrangement to schedule repairs and also no follow up in their behalf.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/08/2024

  **************** manager, ***************************, made contact with ********************* on 7/31 to discuss bringing in the vehicle for an inspection with the management team. **************** was out of town and stated he would come in on 8/5 to meet ***** at the collision center. Due to schedule conflict, **************** was unable to make the appt but he did not have a contact number for *************************** and he had forgotten who he initially spoke to for the appointment which is why he replied to our BBB response with a rejection. *************************** has reached out to **************** again today 8/8 and the confusion has been resolved. **************** requested an email to be sent to him with contact info for ***** as well as office hours so they can coordinate the reinspection. ***** sent email and we are awaiting custoemr to confirm when he is available so we can take the next step in the inspection process.

  

  Business Response

  Date: 08/14/2024

  8/14/2024-********************* came in today to speak with **************** Manager ***************************. Upon inspection the vehicle does qualify for the campaign and when speaking with the customer he made an appointment to drop the vehicle off with the collision center to complete the work on 8/23/2024 @ 4:00 pm.

  Customer Answer

  Date: 08/20/2024

  I spoke to ******************* week to revein the vehicle and drop her off this Friday. The 23rd, but unfortunately we have miscommunication of what rental am I getting? When I asked for a rental for a minivan, that refused to have that minivan, and then I don't think that that's gonna work out for me. So I'm gonna take my business somewhere else and they haven't to pay for it. So waiting for his response so I will say that they really don't want to do anything with it.

  

  Business Response

  Date: 08/21/2024

  8/21- We have chosen to request this customer to take vehicle elsewhere to have this ZKG campaign repair handled. History of trying to work with customer has shown to fail despite our dealership trying to operate in good faith. Initial dealings with customer in September of 2021 for this paint warranty resulted in a no call/no show and therefore appt was canceled. No contact made with dealership until the BBB complaint where **************** stated we refused to paint the vehicle in question. After scheduling for owner to come in he missed that appointment with manager *************************** and refused remedy on BBB site. Upon reaching out to owner again he finally came in for a visual inspection and found that vehicle qualifies for the paint campaign. Upon questioning **************** on who had told him that his car wasn't covered, he stated he did not remember but it was a woman. When I explained that the only two people who handle the warranty claims at the dealer are *************************** and ***************************, at that time **************** told *************************** that he filed the BBB complaint to get Toyota's attention only and could not state who he spoke to that had denied his prior claim request. Initial complaint seems to be fabricated. We have attached email correspondence between **************** and *************************** showing the interactions after the inspection. Customer is upset that dealership cannot guarantee the type of rental vehicle he would like to use for a family trip he has coming up. Customer drives a Corolla and therefore even if we could guarantee a specific rental, it would be something comparable to what he drives. Read the attached emails and see that we are not trying to inconvenience the customer and we are not being unreasonable with him at all. We would ask that **************** get this work done at another facility as we have not even begun any business with him and we are continuing to reach dead ends and think it would be better for all parties to no longer continue the process.

  Customer Answer

  Date: 08/21/2024

  Today, Mr. ****** call me that they're gonna refuse to repaint the vehicle. He changed his mind after he approved it and he took it personal. So I wanted to just go ahead and do arbitration, and then move forward.Thank you so much

  Customer Answer

  Date: 08/21/2024

  Mr. ***** called today and changed his mind. He will not go forward with the job. He seems pretty upset as well. Not cool. I wanted to continue to move forward.  It took about almost two years to get to this. I'm not backing down at all. 

  Customer Answer

  Date: 08/28/2024

  We made attempts to schedule to dropped it off on Friday, but Mr. ***** changed his mind. They have no interest in help at all even if they wanted to. unfortunately I called just to make sure i could get the rental vehicle with 7 passengers and as soon they knew what i need it a large vehicle, they change their minds as to re-paint the vehicle. Mr. ***** called me the day before the schedule and told me to go somewhere else. I have a bad customer experience as well with the same dealership when took my vehicle for a oil change. I did not reported to BBB and went to take it somewhere else. I am now furious and won't let this one go. I had a 2014 corolla and now the 2015. With that said, it looks like I am a loyal customer and i am not going to take advantage of this situation. I will soon provide with more documents that prove them their decisions wrong. I wanted to take this further and asap.

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22040392
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 08/30/2024

  Refused to service and canceled the deal the day before the appointment.  How can this be satisfied? I want to go forward with mediation.  

• Initial Complaint

  Date:06/28/2024

  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.

  HELLO,MY NAME IS ***************************** TOYOTA OF ORLANDO DEALER DOES NOT HONOR ***** POSTED ON WINDSHIELD OF THE **** I WENT IN TO THE DEALER ON 14 JUNE 2024, LOOKING FOR A **** SALESMAN GREATED ME AT THE DOOR AND I SAID YES I AM INTERESTED IN THE VEHICLE. I ASKED THE NUMBERS ON THE WINDSHILED IS THAT THE ****** THE SALESPERSON ASNWERED YES! THAT IS THE ****** I SAID OK GOOD I JUST WANTED TO MAKE SURE ITS THE ***** OF THE *** AND NOT SOME RANDOM NUMBERS.I TOLD HIM OK I WOULD LIKE TO BUY IT, SALESMAN RESPONDED LET GO INSIDE AND SEE NUMBERS. WE SATDOWN AND THE MANAGER COMES OVER AND SAYS THE NUMBERS ON THE WINDSHIELD IS NOT THE ***** OF THE **** I ASKED FOR CLARIFICATION. I ASK THE NUMBERS ON THE WINSHIELD IS NOT THE ****** HE SAID NO! I SAID BUT THE SALESPERSON SAID IT WAS. THE MANAGER ANSWERED THATS A STICKER AND NOT THE ACTUAL ***** THE REAL ***** IS ONLINE. I ASKED IS THAT FALSE ADVERTISEMENT? IT CERTAINLY IS MISLEADING AND IT LOOKS LIKE AN ADVERTISEMENT. WHY WOULD YOU PUT BIG NUMBER STICKERS ON THE WINDSHIELD AND MY SALESMAN CONFIRN IT IS THE ***** WHEN IT REALLY ISNT? I ASKED TO SPEAK TO SOMEONE ABOVE HIM AND THE MANGER SAID NO! THAT WOULD BE THE ***** AND HE IS NOT HERE. THE MANAGER OFFERED ME IF I WANTED TO WAIT FOR HIM AND HIS TIME OF ARRIVAL WAS UNKNOWN. I LEFT THE DEALER VERY DISSAPOINTED THAT THE DEALER WOULD NOT HONOR ITS OWN MISTAKE. THAT HAD POSTED THE WRONG ***** ON THE VEHICLE. THE NUMBERS ON THE WINSHIELD DOES MEAN THE ***** OF THE VEHICLE BUT IT WAS THE WRONG ****** THE DEALER DID NOT OFFER ME ANOTHER VEHICLE OR GIVE ME OTHER OPTIONS, MAYBE WE COULD HAVE MEET HALF WAY ON THE ***** BETWEEN THE ACTUAL ***** AND THE INCORRECT *****, MAYBE. I WILL NOT RECOMENT THIS DEALER, I WILL TELL EVERYONE NOT TO COME HERE AND BEWARE OF ***** CHANGE I HAVE PICTURES TO PROVIDE ***** POSTED ON VEHICLE AND ONLINE ***** PLEASE FEEL FREE TO CALL ME IF YOU HAVE ANY QUESTIONS ***************************** *************

  

  Business Response

  Date: 07/11/2024

  July 11, 2024
  
  
  ***************************
  Consumer Affairs Representative
  Better Business Bureau of Central Florida, Inc.
  *****************
  ********,Florida  32750
  
  
  Re:  ********************************* (BBB Case No. 21917985)
  
  
  Dear ****************:
  
  As you may be aware,I am the General Manager of the automobile dealership known as Toyota of Orlando.  I am writing in response to your recent email correspondence, whereby you forwarded a statement of complaint from ********************************* expressing certain concerns he had regarding his experience with sales personnel during his recent visit to our dealership. 
  
  Upon receipt of your letter, I reviewed this matter and discussed ****************** concerns with all appropriate personnel at our dealership. ****************** recently came to our dealership to have his current vehicle serviced and noticed a 2023 Toyota Tundra-VIN NO. ending XO76914 (the Vehicle) on our used car lot with a price sticker listing of $46,995.  ****************** asked a dealership greeter on our lot if the Vehicle was for sale at the listed price, and if so, he was interested in possibly purchasing the Vehicle. The greeter stated that he believed that was the price and he walked ***************** into the used car sales department to verify the price and possibly complete a sale.
  
  As ****************** notes, promptly upon entering the used sales department a salesperson verified that the price sticker on the Vehicle had been placed on the Vehicle by mistake.  As explained to ******************,first by the salesman and subsequently by management, the price sticker on the Vehicle had been inverted with a price sticker for a similar vehicle with a higher price (vehicle with VIN NO. ending XO62670).  The correct price(s) for each of these two vehicles was at all times listed on the dealership website, but unfortunately used car personnel had confused the two inventory numbers when placing stickers on the vehicles and had placed the similar vehicles price sticker on the Vehicle.  As explained to ******************, it was clear that there was no intent to deceive (the correct price being listed on the dealership website, which was the advertising manner that would be deemed the manner to entice consumers to come to the dealership vs. lot pricing stickers which were more of an inventory and identifying process). Although an honest mistake had been made during routine lot work, with no intent to mislead consumers,****************** refused to accept these facts and instead filed this complaint.
  
  ****************, we appreciate your inquiry into this matter. As always, we are committed to 100% customer satisfaction whenever possible, as well as committed to both proper and excellent performance in the business community in Central Florida.  However,in this instance we simply must state that we believe there is no basis for the allegations in ****************** complaint.  It is evident that ****************** was already at our dealership for other reasons (ie., servicing his current vehicle). While he did notice a price listing on the Vehicle and make an inquiry about possibly purchasing the Vehicle, he was promptly informed by the initial salesperson and management personnel that a mistake had been made (as evidenced by dealership records and website listings). In other words, he was not lured to the dealership by improper pricing and he was only inconvenienced for a few minutes before the facts regarding the Vehicles actual price were verified.  We acknowledge that an unfortunate mistake was made, and apologize for this occurrence,but we also know that the facts of the situation confirm that this was an honest mistake that was corrected and explained immediately, and does not evidence a situation where the dealership practiced improper advertising or is obligated to honor the promptly corrected purchase price listing (otherwise properly listed at all times on the dealership website).  Accordingly, we believe that Mr. **************** and demand must be dismissed as baseless.
  
  If you have any further questions or comments concerning this matter, please do not hesitate to contact me. 
  
  Sincerely,
  
  *********************
  General Manager
  Vineland Motor Sales, LLC d/b/a Toyota of Orlando  

• Initial Complaint

  Date:04/20/2024

  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 purchased a certified used 2024 Toyota grand high lander by the time a got out of dealership was around 10:45 pm the next day when i checked the vehicle it was very dirty the oil was never they never gave me the service report i went back to the dealership the very next day and called my sales man as well to return the vehicle but no one in that dealership wanted to help..

  

  Business Response

  Date: 05/21/2024

  May 21, 2024
  
  *************************
  Consumer Affairs Representative
  Better Business Bureau of Central Florida, Inc.
  *****************
  *********Florida  32750
  
  Re:  ********************** (BBB Case No. 21603545)
  
  Dear **************:
  
  As you are aware, I am the General Manager of the automobile dealership known as Toyota of Orlando.  I am writing in response to your email correspondence whereby you forwarded a statement from ********************** stating that he had decided he wanted to return the 2024 Toyota Grand Highlander he had recently purchased from our dealership (the Vehicle). 
  
  Initially, and as we discussed with you yesterday, we only just received your emails of 4/20 and 5/5 concerning this matter.  Apparently, our email system had blocked your correspondence for some unknown reason.  In any event, after reading your letter and Mr. ******** statement I personally reviewed Mr. ******** file. It appears from his statement that he was displeased the day after his purchase to findthat the Vehicle was in his opinion dirty. Further he indicates that he allegedly did not receive a copy of any service records and/or oil changes on the Vehicle. Based on these statements,Mr. ******* further stated that he wanted to return the Vehicle and have his monies refunded to him.
  
  While a review of Mr. ******** file evidenced that copies of service records were signed for by Mr. ******** I did have my assistant contact Mr. ******* to discuss his concerns.  Once contacted, Mr. ******* informed my assistant that he had already traded-in the Vehicle in connection with the purchase of a different vehicle from another dealership.  Accordingly, there was no further need to assist Mr. ******* or address his concerns.
  
  *************** we appreciate your inquiry into this matter. We apologize for any misunderstandings in the original sale to Mr. ******* or concerning his subsequent discussions with dealership personnel regarding his dissatisfaction with the cleanliness of the Vehicle.  However, as evidenced above, Mr. ******* apparently has received satisfactory compensation for the Vehicle from another dealership, thereby negating any requests for a deal cancellation and refund made in his original statement to you.  If you have any further questions or comments concerning this matter, please do not hesitate to contact me. 
  
  Sincerely,
  
  ********************** General Manager
  Vineland Motor Sales, LLC d/b/a Toyota of Orlando  

• Initial Complaint

  Date:01/17/2024

  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.

  On December 15th, 2023, went into the Orlando Toyota with my 2019 Camry that was towed to the services center to have it serviced. While waiting for my car to get services I was greeted by a ****************** who proceeded to tell me that they would like to purchase my car for ******** then asked what brought me to the dealership I told him naturally, He went to the service department and came back and lied to me telling that my car engine was blown up, I contacted the services center back the next day and they told me that it was in fact, the my car was still under warranty and that the only thing wrong was the head gasket and new tires that was needed, I went back to try and retrieve my car less then 3days and they informed me that they are private owners and would not honor my request. I am very upset that they would lie to me about my car being none fixable and I want my car back. I did not want a new car at all and I am over 70yrs old and they told full advance of me at the dealership.

  

  Business Response

  Date: 01/25/2024

  January 25, ****
  
  *************************
  Better Business Bureau
    of Central Florida, Inc.
  *************************************************
  ********,Florida  32750
  
  
  Re:  *********************************** (BBB Case #********)
  
  Dear **************:
  
  As you *** be aware,I am the General Manager of the automobile dealership known as Toyota of Orlando (the Dealership).  I am writing in response to your email dated January 18, ****, whereby you forwarded a complaint form completed by ************************************* expressing certain concerns regarding the recent trade-in of her used 2019 Toyota Camry (the Trade-In) and the simultaneous lease of a new **** RAV4 Hybrid (the "Vehicle") from our Dealership.
  
  Upon receipt of your letter, I reviewed the documents in Ms. ********* file.  Thereafter, I discussed her concerns in detail with all appropriate personnel at our dealership.  Following my review of Ms. ********* file and discussions with personnel I had my assistant contact *********************  My assistant initially noted that all the paperwork evidenced a trade-in and related new lease that clearly and properly identified all related conditions set forth with fully disclosed terms and details that were knowingly and voluntarily acknowledged and signed.  However, my assistant went further and acknowledged Ms. ********* statements in her complaint and apologized for any misunderstandings that *** have arisen concerning communications regarding the condition of the trade-in when it was first towed to the Dealership on December 15, 2023.  In this regard and after further discussions with ******************** we agreed to and have converted her existing lease to a purchase transaction and provided a courtesy credit to be used in connection with said conversion. ******************** expressed her appreciation for the transaction conversion and courtesy credit and stated that the conversion and receipt of the credit satisfied all her concerns in this matter.
  
  **************, we were pleased to resolve Ms. ********* concerns promptly and fully.  If you have any further questions or comments concerning this matter, please do not hesitate to contact me. 
  
  Very truly yours,
  
  *********************,
  General Manager
  Vineland Motor Sales LLC
  d/b/a Toyota of Orlando