ComplaintsforToyota of Orlando

• Initial Complaint

  06/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  04/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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  

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 3rd, I brought my car to Toyota of Orlando for a brake inspection due to reported anomalies in their functioning. Following my email notification to Mr. ************************ two days after bought and picking up the vehicle on September 17th, regarding vibration issues when engaging the brakes at speeds exceeding 45 miles per hour.After the inspection, the service department, represented by *****************, confirmed problems with the brake pads and discs, requiring the replacement of all affected parts (Front brake pads with rotor turn and rear pads with rotor turn). When inquiring about coverage, I was advised by ************ to consult the sales representative, Mr. ************************ However, as ************** was unavailable, Ms. ***** *** suggested waiting for Ms. ******** Despite being at the store, Ms. ******* did not attend to me during my wait from 8:30 AM to 9:20 AM. Given prior commitments, I instructed ************ that if the service was necessary for safety reasons, it should proceed, and the resolution should involve Ms. ******* or *****************Upon retrieving the vehicle, Mr. *********************** indicated that due to my delay in returning the car, the service wouldn't be covered under warranty, resulting in a charge of $624.40. While understanding this might not be within the warranty scope, it's worth noting that the identified issues were brought up shortly after acquiring the vehicle, which was sold with a dealership warranty. Hence, responsibility for addressing these concerns could reasonably fall upon the seller.The vehicle was sold with a cracked front window and significantly worn brakes. Between September 14th and November 3rd, I had only driven ***** miles, while the brake component in question, even if used, should have had a considerably longer lifespan.I appreciate your attention to this matter and hope for a fair resolution.

  

  Business response

  12/21/2023

  December 21, 2023
  
  *************************
  Consumer Affairs
  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. I am writing in response
  to your email correspondence originally dated December 5, 2023,
  and for some reason not received by our offices until you recent
  the same on December 19, 2023. We apologize for any delays in
  responding that *** have been the result of our delayed receipt.
  In any event, and in connection with your email(s), you forwarded
  a complaint form completed by ************** *******************************
  expressing certain concerns about the costs for brake repairs he
  incurred in early November and relating to the used Toyota
  Highlander (the "the Vehicle") he had purchased from our dealership in
  late September.
  Upon receipt of your letter, I reviewed ******************** files.
  Thereafter, I reviewed ******************** concerns in detail with all
  appropriate personnel at our dealership.
  Initially, please note that ****************** purchased the Vehicle in
  September as a Toyota Certified vehicle (ie., a used vehicle
  sold on an As-Is basis but further certified to be in full working
  order at the time of purchase). As noted by our service personnel
  when the Vehicle was brought in on November 3, 2023, the brakes
  were working at the time of sale and the parts replacements were
  necessitated by additional wear and tear. However, in recognition
  of the close proximity to the time of sale, the service department
  did provide a $200 credit against the costs of the subsequent
  repair work. Upon my further review of the files and Mr.
  ******** comments, I personally authorized a complete refund of
  the repair costs (an Additional $624.40) in recognition of the
  short time period following the original purchase and as a client
  
  courtesy. My assistant also expressed our apologies for any
  failures in communications at the time of repairs. ******************
  expressed his appreciation and his full satisfaction with this
  resolution of his concerns.
  
  *************************
  December 21, 2023
  Page Two
  __________________
  **************, 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. In this regard, we strive to meet our stated goal of
  100% customer satisfaction, and in this case we are pleased that
  we were able to accommodate ******************** request.
  If you have any further questions or comments concerning this
  matter, please do not hesitate to contact me.
  Sincerely,
  
  *********************
  General Manager
  Toyota of Orlando

  Customer response

  12/21/2023

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

  ************************* <***********************> Attachments Wed, Dec 20, 8:56 PM (16 hours ago) to me Hi *****,  I have good news about my complaint, today ******************************* from Toyota of Orlando called me and offered to refund the amount that I was paid. Please, find attached my agreement with Toyota and the Invoice about my refund. I really appreciate your attention to this matter, I wish all the best in the New Year to you and your family. Thanks so much,  *************************

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

• Initial Complaint

  12/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  August 14, 2023, I purchased a 2019 Toyota Camry se for $15,000. it had about 157,000 miles on it and did not come with warranty. when speaking with the sales people I was told that the car received a full inspection as well as an entire new brake system. I picked the car up august 15th due to the staff stating it still needed to be checked by the service team to make sure it was up perfect, they even told me the car was like new and only reason it's so cheap is because of the high mileage. upon picking the vehicle up the gentleman who showed me the car a day prior stated that they accidently sold and registered the car to someone else after I purchased the vehicle and had to reverse everything. Seemingly voiding the as-is agreement by letting the other person test drive it. On November 27th I took my car to the dealership due to the check engine light, pre collision and secondary collision light coming on after almost endangering my fiancé the car stalled while he was driving almost causing a collision. After review Toyota of Orlando stated a entire new transmission is needed allotting to 10,000 dollars. Later I was informed by a service associate that a full inspection means they only check what's coded on the sensors of the car and he agreed that they're able to reset them to make them disappear. I tried to get the vehicle appraised shortly after and they declined to appraise my car and said it was pointless because I was not trying to buy a new car from them. I reached out to the sales person and general manager, they stated they will not buy the car back or give me a refund. I am out $15,000 and suffering a great deal of emotional distress and depression.

  

  Business response

  12/06/2023

  December 5, 2023
  
  Ms. ***** *****
  Consumer Affairs Representative
  BBB of Central Florida, Inc.
  1600 S. Grant Street
  Longwood, FL 32750
  
  
  Re: Ms* ****** ****** **** ********* * *********
  
  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 letter of December 4, 2023, whereby you forwarded a
  Complaint Affidavit completed by Ms. ****** ****** expressing certain concerns regarding the used 2019 Toyota Camry SE (the “Vehicle”) she purchased from our dealership in August, 2023. 
  
  Upon receipt of your letter, I reviewed all of the documents in Ms. ******* file. Thereafter, I discussed her concerns in detail with all appropriate personnel at our dealership. 
  
  Initially, and as Ms. ****** 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 whatsoever from the Dealership concerning the Vehicle’s future performance and that various mechanical issues could subsequently arise. The fact that the Vehicle had certain mechanical issues two months following Ms. ****** purchase of the Vehicle does not give rise to
  any Dealership obligations concerning said issues.
  
  Despite these facts, Ms. ****** attempts to raise two issues in an apparent attempt to override the clear As-Is nature of her purchase. First, she references an alleged statement by dealership personnel that the only pre-inspection of the Vehicle was to confirm there were no maintenance codes indicating any
  mechanical issues with the Vehicle. This reference is apparently made to imply that the Dealership was somehow required to do some higher level of inspection before selling the Vehicle. Without getting into the details involved in pre-delivery inspections of used vehicles (test driving, visual inspections, code confirmations, etc…) the fact that the Vehicle was in full working order when sold and delivered to Ms. ****** evidences that the Dealership’s obligations regarding an As-Is purchase were fulfilled.
  
  Ms. ****** second attempt to disregard or override the As-Is governance of her purchase is her   reference to the disclosure that another sales representative had simultaneously completed paperwork for a proposed sale of the Vehicle to another customer, and that the reversal or cancellation of this paperwork had to be completed prior to delivery of the Vehicle to Ms. ******.  However, contrary to Ms. ****** other statements, this other proposed sale of the Vehicle did not involve a test drive or a delivery of the Vehicle to the second customer. At all times from the signing of Ms. ****** contract documents and delivery of the Vehicle to Ms. ******, the Vehicle remained in the possession and care of the Dealership. Accordingly, there were no changes in the status or condition of the Vehicle and it’s As-Is sale to Ms. ******.
  
  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. As noted, any mechanical issues concerning the Vehicle that arose after the sale of the Vehicle on an As-Is basis, were and remain the complete responsibility of Ms. ******.  Accordingly, there is no basis for Ms. ****** demand that any
  related repairs be paid for by the Dealership or that her purchase otherwise be canceled. Despite the foregoing we have contacted Ms. ****** and informed her that we would be glad to work with her
  concerning a trade out of the Vehicle on our best available terms.  However, Ms. ****** has continued her baseless assertion that we cover the costs for the current repairs apparently necessary for her Vehicle. While we remain willing to work with Ms. ******, we will not pay for, and are not responsible for, the costs of any repairs to the Vehicle. Accordingly, we must insist that Ms. ****** existing complaint be dismissed since there is no basis for demanding cancellation of her purchase or coverage for repair costs.
  
  If you have any further questions or comments concerning this matter, please do not hesitate to contact me.
  
  Very truly yours,
  
  Jordan ********
  General Manager
  Toyota of Orlando

  Customer response

  12/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* I am not satisfied. But am willing to close this matter as I have realized this business does not care about their customers.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a Camry from here that has a 7 year warranty and the person who was showing me the car said if anything were to happen I could bring it in and they could fix it. The next day after I purchased the vehicle I noticed a strong odor coming out of the air conditioner. I have reported this issue to 3 different people at the dealership and they have all left my messages on read and never reply back. Clearly this was an issue the car had and they still went ahead and sold it to me. I personally showed up to the dealership and was told I need to fix it myself. I've had to use money to fix the vehicle and it's still not fixed because no one can really tell what the problem is. It's frustrating to have purchased a vehicle that has problems and I was not made aware of it. I am very upset that they do not want to fix the vehicle like they said they would if something were to go wrong AND now I have a loan with a car I absolutely hate thanks to their negligence. I want Toyota to repair the vehicle to get rid of the strong odor that comes from the A/C or another vehicle with no problems.

  

  Business response

  08/02/2023

  Ms. ***** *****
  Consumer Affairs Representative
  Better Business Bureau of Central Florida, Inc.
  1600 Grant Street
  Longwood, Florida 32750

  
  Re: Mr. ****** ******* (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 correspondence dated July 27, 2023, whereby you
  forwarded a statement of complaint from Mr. George *******
  expressing certain concerns he had regarding his recent purchase
  of a Toyota vehicle at our dealership (the “Vehicle”).
  Upon receipt of your letter, I reviewed this matter and discussed
  Mr. *******’s concerns with all appropriate personnel at our
  dealership. As Mr. ******* notes, he has been experiencing an
  odor emanating from the air conditioner in the Vehicle, but as of
  the date of his complaint had been unsuccessful in having
  Dealership personnel address his concerns.
  Initially, note that I immediately had our Service Director
  contact Mr. ******* and schedule an appointment to examine the
  Vehicle. I am pleased to let you know that this weekend came to
  the Dealership, and we were able to conduct a detailed cleaning of
  the Vehicle’s Evap system. As a result thereof, Mr. *******
  confirmed that the odor has been completely eliminated and he is
  now satisfied.
  

  Ms. ****** we appreciate your inquiry into this matter. We
  acknowledge that there was some delay in addressing Mr. *******’s
  concern, but are pleased that we were able in the end to fully
  address and satisfy his concerns. If you have any further
  questions or comments concerning this matter, please do not
  hesitate to contact me.
  Sincerely,
  
  Jordan S*******
  General Manager
  
  Vineland Motor Sales, LLC d/b/a Toyota of Orlando

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  At june, 6th my wife and I saw 2023 new raw4 XLE premium at Toyota of orlando. There was few key features witch me need like back door button open/close/sunroof. We paid attention on this details to guy with name John in white shirt.  When we seat down to circle table with guy in white shirt, Raul came to us. John in white shirt said to Raul whitch Model and trim we saw (raw4 xle premium). I said that we want to buy THIS car but in white color. We wanted to buy XLE premium like we say. Manager go out and came back after a minute and say that they has one in transit the same, just without leather. We agreed with that (only leather!). We signed paperwork and I made down payment $4500 Nobody told us that white raw4 is downgraded if compared with black whitch we saw.  When I tried to swap I car I saw that premium model cost more that xle and we can't get high our payments.  My wife and I feel completely threatened in the situation. Toyota of orlando declined of return our downpayment. The car is still on transit and I never took possession of the vehicle and it isn't special order. I want to return my downpayment because of the situation. There is 2 attachments below 1. paper whitch they give me at the first time (loan without trim, Model and make) 2. Car whitch we was talking about (price higher and there isn't dealer markup)

  

  Business response

  08/09/2023

  August 7, 2023
  
  Ms. ***** *****
  Consumer Affairs Representative
  Better Business Bureau of Central Florida, Inc.
  1600 Grant Street
  Longwood, Florida  32750
  
  Re:  Mr. **** ******* **** **** *** *********
  
  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 correspondence originally dated July 10, 2023, whereby you forwarded a statement of complaint from Mr. **** ******* expressing certain concerns he had regarding a recent non-refundable deposit he made with our dealership for the planned purchase of a new Toyota RAV4 XLE (the “Vehicle”). 
  
  Upon receipt of your letter, I reviewed this matter and discussed Mr. *******’s concerns with all appropriate personnel at our dealership.  As Mr. ******* states, he recently expressed an interest in purchasing the Vehicle from our dealership.  Since the Vehicle was still in transit and not yet at our dealership site Mr. ******* agreed to and voluntarily entered into a non-refundable deposit agreement whereby he paid $4,500 to reserve the Vehicle, with the $4,500 deposit to be credited against the Vehicle’s purchase price upon arrival or to be forfeited if the purchase transaction was not appropriately finalized (SEE attached).  However, again as stated by Mr. *******, he subsequently decided he did not want to complete the purchase transaction for the Vehicle, but still wanted to get a full refund of his non-refundable deposit.
  
  Please note that after several attempts, we were finally able to connect with Mr. ******* and discuss his situation.  Although it is clear in our agreement that the deposit paid by Mr. ******* was non-refundable, we proposed, as a customer courtesy, to refund 50% of the deposit ($2,250) and Mr. ******* expressed his appreciation of our working with him and his satisfaction with the 50% refund. On the next day, August 4th, Mr. ******* came to the Dealership.  However, instead of accepting 50% of the deposit and signing a final settlement as agreed to the prior day, Mr. ******* continued his past process of changing his mind and beginning our meeting with dealership personnel by again first demanding a reimbursement of his full non-refundable deposit, then discussing the possible purchase of the Vehicle (which had already been sold after his original rejection and demand for return of non-refundable deposit), and then rejecting an identical vehicle in another color.  In the end Mr. ******* left the Dealership without accepting a courtesy 50% refund as agreed.
  Ms. ***** *****
  August 7, 2023
  Page Two
  _______________
  
  Ms. ****** 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 our dealings with Mr. ******* these goals are an impossibility.  Mr. ******* signed a legally binding agreement to place a vehicle order and pay a non-refundable deposit thereon.  When it came time to complete the transaction and apply the non-refundable deposit against the applicable purchase price for the Vehicle, Mr. ******* decided, at least at that point in time, that he no longer wanted the Vehicle, but instead wanted his non-refundable deposit returned to him.  In this regard, he asserted baseless and legally insufficient allegations to support his improper demand for return of his non-refundable deposit.  Despite these facts we agreed to refund 50% of the original non-refundable deposit in exchange for a final resolution to this matter, but when it came time to complete this resolution, Mr. ******* again changed his mind, alternating between possible vehicle purchase options and re-demanding his original non-refundable deposit.
  
  Based on the foregoing, we are basically done dealing with Mr. *******.  He has made baseless allegations against our company and repeatedly failed to live-up to his written and verbal agreements. Accordingly, we stand by our original agreement whereby Mr. ******* knowingly and voluntarily entered into an agreement to order and purchase a particular vehicle and provided a non-refundable deposit in connection therewith, subsequently defaulting under said agreement and legally forfeiting his non-refundable deposit.  Mr. ******* will have to remain a dissatisfied customer with no valid basis for said dissatisfaction.  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  

  

  Business response

  08/14/2023

  August 14, 2023
  

  Ms. ***** *****
  Consumer Affairs Representative
  Better Business Bureau of Central Florida, Inc.
  1600 Grant Street
  Longwood, Florida 32750
  

  Re: Mr. **** ******* (BBB Case No* *********
  

  Dear Ms. ******
  

  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 latest email correspondence regarding the above referenced matter, whereby Mr. ******* sent in a follow-up response wherein
  he continued to demand a full refund of the non-refundable deposit he made with our dealership for the planned purchase of a new
  Toyota RAV4 XLE (the “Vehicle”).  Although we stand by our prior responses in this matter and reconfirm both our handling of this matter at the time of our
  original dealings with Mr. *******, as well as our attempts to resolve this matter in a reasonable manner, we have decided to go
  beyond our legal obligations and fulfill Mr. *******’s request for a full refund. Accordingly, a check for $4,500 has been issued
  and this matter has been completely resolved as Mr. ******* requested.
  

  If you have any further questions or comments concerning this matter, please do not hesitate to contact me.
  

  Sincerely,
  Jordan S*******
  General Manager
  Vineland Motor Sales, LLC d/b/a Toyota of Orlando

  Customer response

  08/17/2023

  
  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

  05/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2/18/23, my husband called Toyota of Orlando to inquire about a car price. Later, we visited the dealership to check on a new Sequoia. My husband made clear by phone and the sale staff (Daniel and his trainee), that meet us, that the Sequoia needed a non-negotiable minimum requirement; 1. color to be white (showed us a dark blue), 2. high output engine, and 3. retractable running boards. After talking to different salespeople, we meet with Vermon W***, Sr Sales Specialist. My husband reiterated our minimum requirements stated above. He indicated that a vehicle that was in transit, would meet ALL our requirements with an estimated arrival to the dealership in 24 days. When asked about the running boards, he indicated that they were retractable. He processed the order and provided us with some copies because we asked for them (He said they don't provide copies unless ask). He further explained that if we wanted more details, we could get additional official specification by going to the Toyota website on our own. When we returned home that evening, we research the website and found out the running boards were fixed. We returned the next day to cancel the order because our requirements were not met and for first time, they gave us the paper that state the deposit was not refundable. We replied that should be refundable because it was the dealership who did not provided what we requested. We called our bank but the paid Toyota our $5,000 deposit. Our bank also provided us with a copy, receipt #********, that we saw for first time. I think they owed us our deposit because they didn't sell us what we asked for. (When we realized the mistake, we went there to cancel). We would like to solve this matter as soon as possible. This is not the first time we buy a Toyota; we are a Toyota family.

  Customer response

  05/17/2023

   Enclose the papers I signed yesterday at Toyota of Orlando to settle our dispute/complaint.  Please let me know the next steps I need to follow so I can give a closing to this dispute. Thank you for the help.

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

  
  

• Initial Complaint

  04/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Apr 27 2023,I inquired about a new vehicle on Toyota of Orlando website ,Prius 2023 XLE model which was listed as $32,329.00.When i went into dealership to purchase the buying process I was presented by a much higher price of $37,329.00 due to inflation according to Floor sales manager.This is complete Highway robbery of us American tax payers.$5000 extra for a dealership to stay in business as they don't have much sales that's what I was informed. No wonder they don't have sales to stay afloat.BBB needs to investigate why these multi billion dollar car showrooms are price gouging.Where as on Toyota Website price is much lower.

  

  Business response

  05/22/2023

  May 22, 2023
  
  Ms. ***** *****
  Consumer Affairs Representative
  Better Business Bureau of Central Florida, Inc.
  1600 Grant Street
  Longwood, Florida  32750
  
  Re:  Mr. ******* ***** **** **** *** *********
  
  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 correspondence dated April 27, 2023, and May 22, 2023, whereby you forwarded a statement of complaint from Mr. ******* ***** expressing certain concerns he had regarding his recent inquiry regarding the possible purchase of a Toyota vehicle (the “Vehicle”) from our dealership, essentially asserting that our dealership had practiced improper sales tactics regarding his inquiries. 
  
  Upon receipt of your letter, I reviewed this matter and discussed Mr. ******s concerns with all appropriate personnel at our dealership.  As Mr. ***** states, he recently reviewed our website vehicle listings and noted a listed MSRP amount on the Vehicle.  Mr. ***** continues by noting that when he came to the dealership, he was informed that the price that the Vehicle would be sold at would be $5,000 above the MSRP (ie., a market condition price adjustment).  He concludes by asserting that the market adjustment pricing is an illegal practice.
  
  Initially, and as noted, Mr. ***** came to our dealership to discuss the possible purchase of the Vehicle after viewing the Vehicle’s MSRP listing on our website.  At the very beginning of the discussions regarding the possible purchase of the Vehicle it was disclosed to Mr. ***** that the offered price for the Vehicle would be MSRP plus a $5,000 market adjustment charge. Mr. ***** expressed his “belief” that adding any amount to the listed MSRP was an illegal practice and he therefore elected not to pursue any further discussions regarding a possible purchase of said Vehicle.
  
  However, asserting that market adjustment pricing is illegal is an unfounded and baseless position.  An MSRP is exactly what it stands for (ie., the Manufacturer’s Suggested Retail Price”).  Accordingly, MSRP is used as an inventory listing tool by dealerships and represents an amount that the manufacturer believes is a likely value of the listed vehicle.  However, there are no laws or regulations that require any dealership to sell at, below or above the listed MSRP.  Further, as you will note on our web site the listed MSRP is clearly crossed-through initially indicating that the Vehicle is not available for that amount.  Further, and as Mr. ***** states, he was told up-front that the Vehicle he was interested in would be sold at MSRP plus $5000. 
  
  Ms. ****** we appreciate your inquiry into this matter.  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, these commitments cannot include accepting or acquiescing to demands based upon incorrect and false assertions.  Asserting that market adjustment pricing, especially when the MSRP is initially indicated as inapplicable and a market adjustment to pricing is promptly disclosed, is an unfounded and baseless position.  An MSRP is exactly what it stands for (ie., the Manufacturer’s Suggested Retail Price”).  As noted, there are no laws or regulations that require any dealership to sell at, below or above the listed MSRP. The fact that market conditions may bear a price above MSRP is simply stated, a legal pricing practice.  Accordingly, the dealership unquestionably conducted its price disclosures and price negotiations following proper industry standards and in accordance with all applicable laws.  Mr. ******s statements that something was improper regarding the dealership’s practices are false.  Accordingly, his complaint should be dismissed as baseless.
  
  If you have any further questions or comments concerning this matter, please do not hesitate to contact me. 
  
  Sincerely,
  
  Jordan S*******
  General Manager
  Vineland Motor Sales, LLC d/b/a Toyota of Orlando  

• Initial Complaint

  02/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  1/6/23 I requested an inspection on my vehicle I was told by the tech they could not locate the noise I was hearing in the car however the service advisor. Let me know that I needed a tuneup. I approve the charges. I put the charges on my credit card $923 I was having the same problem. I had the car inspected by another mechanic who went over the vehicle was able to locate the problem and said to me you need a tuneup. I confirmed with this new mechanic that I needed a tuneup? He showed me there was no new spark plug in my car, and that nothing was cleaned up in the engine. I would like a refund for the charges I was robbed by this car dealership. I do not want them to touch my car again. Their location in Clermont already rubbed me with my AC. They need to be investigated.

  

  Business response

  02/13/2023

  February 13, 2023
  
  Consumer Affairs Representative
  Better Business Bureau
  of Central Florida, Inc.
  1600 S. Grant Street
  Longwood, Florida 32750
  
  Re: Ms. ****** ****** ***** **********
  

  Dear BBB:

  
  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 February 10, 2023, whereby you forwarded a statement of complaint by Ms. ****** ****** expressing certain concerns she has regarding her recent dealings with our service department regarding her 2010 Toyota Camry (the “Vehicle”).
  Upon receipt of your email, I reviewed Ms. ******’s file, and I discussed her concerns with all appropriate personnel at our dealership.  As Ms. ****** notes, on January 6, 2023 she came to the Dealership stating that she was hearing a noise “when turning and going back” in the Vehicle. As she further notes, our Dealership was unable
  to duplicate any such noise. However, following inspection of the Vehicle our technician did recommend a tune-up, coolant change, fuel injector and throttle cleaning. Such recommendations were approved, and the noted services completed (SEE multi-point inspection, repair recommendation/estimate w/approval and final repair order attached). Ms. ****** now claims that she subsequently had the Vehicle inspected by a separate mechanic who allegedly informed her that there were no new spark plugs on the Vehicle and no evidence of any cleaning. She concludes her statement by asserting that she was therefore “robbed” and wants a refund for the 1/6/23 services performed by our Dealership, making a side-statement alleging that our related dealership, Toyota of Clermont (“Clermont”), also robbed her somehow in regard to the
  Vehicle’s air conditioner.
  First, please note the following timeline and information concerning Clermont Toyota’s examination(s) of the Vehicle’s air conditioner:
  A-On 6/1/19 Ms. ****** brought the Vehicle to Clermont stating that “as soon as the [Vehicle’s] engine warms up, the AC stops”. Following examination, Clermont’s technician recommended replacement of the AC Compressor, dryer, and expansion valve. Ms. ****** declined the repairs and paid $0; 
  B-On 6/15/19 Ms. ****** brought the Vehicle to Clermont stating that “The [Vehicle’s] AC was blowing cool vs. cold and the Vehicle was idling too high”. Following examination, Clermont’s technician recommended an AC Servo and AC Amp, as well as a tune-up and an induction service to address the idling issue. Ms. ******  declined all repairs and paid $0; and C-On 10/14/19 Ms. ****** brought the Vehicle to Clermont stating that “The [Vehicle’s] AC was not blowing cold air”. Following examination Clermont’s technician noted that the Low Side AC line was leaking at the evaporator. As with previous visits, Ms.****** again declined any repairs and paid $0.  Other than the foregoing instances Clermont had no dealings regarding the Vehicle’s AC and based on Ms. ******’s determinations conducted no servicing or repairs to the Vehicle’s AC. Accordingly, the allegation that Clermont somehow “robbed” Ms. ****** with regard to the Vehicle’s AC is simply baseless.

  Second, and concerning the Dealership’s servicing and repairs to the Vehicle on 1/6/23 please note the following:
  A-The tune-up was completed as billed;
  B-New spark plugs were installed in the Vehicle;
  C-The Vehicle’s coolant was replaced; and
  D-Cleaning of the Vehicle’s injection and throttle were completed (SEE enclosed repair order).  As to a third-party mechanic allegedly stating that the Vehicle’s engine was not clean, we can only note that the coolant exchange, and throttle body and fuel injector cleaning are all internal repairs/services that can only be viewed with a scope. Further, we do not know why the mechanic would say there were no new spark plugs in the Vehicle because our technician states the spark plugs were installed, our repair order evidences such installation and our inventory records evidence the use of the spark plugs. We further note that all our repairs carry a one-year unlimited mileage warranty and that other than this notice from BBB we have received no contact from Ms. ****** on this matter.
  
  Based on the foregoing, we can only address Ms. ******’s concerns and refund request if we are afforded the opportunity to inspect the Vehicle and determine whether or not there were any deficiencies in our original servicing and repairs. We would also request a copy of any repair order or report from the third-party mechanic referenced by Ms. ****** so that we can contact said mechanic and discuss his alleged findings. With the completion of such an inspection and review we can properly determine if any
  additional or replacement work is justified or if any possible rebate is warranted under the facts and actual condition of the Vehicle. Ms. ****** can contact Mr. Emil P******, the Dealership’s Service Manager, to coordinate delivery of the Vehicle and information from the third-party mechanic. We will work with Ms. ****** to accommodate her  schedule and minimize any inconvenience in performing this reasonable and necessary review and inspection. Otherwise, it would be impossible to determine the  legitimacy of any claim for a refund in this matter.  We appreciate your inquiries into this matter. Our Dealership is truly committed to 100% customer satisfaction whenever possible, as well as being committed to both proper and excellent performance in the business community in Central Florida. Once we receive the requested information and are afforded the opportunity to inspect the Vehicle, we will take all actions necessary and appropriate to confirm this commitment and our proper practices.  If you have any further questions or comments concerning this matter, please do not hesitate to contact me.
  
  Very truly yours,
  
  Jordan S*******
  General Manager
  Toyota of Orlando

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