ComplaintsforToyota of Orlando

• Initial Complaint

  01/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to the website and complete the form to get the ***price". I was told it would be emailed to me. I received an email with no price. I responded to that email to get a price. No price came. I received a text from ************** to get a price on a vehicle. I was to,d they do not provide a price unless we go to the store. I tried via a chat with ************ to get a price, she said I could call and ask. I called and spoke to ******* who said she will not provide me a price but I could fi lout a credit application. I let her know I didn't need credit. I solely asking for the price of a couple cars. Every car on thier site has msrp listed and that price crossed off. ******* who said she is a sales manager will not provide me a price either. I can not buy a car from them as email, chat, text, and call could not yield the price. They will not provide pricing until you drive to them. That is thier policy. ****

  

  Business response

  01/25/2023

  January 25, 2023
  
  *************************
  Consumer Affairs Representative
  Better Business Bureau of Central Florida, Inc.
  1600 *****************************
  ********, Florida  32750
  
  Re:  ************************* (BBB 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 dated January 10, 2023, whereby you forwarded a statement from ************************ expressing concerns he had regarding his recent interaction with sales personnel at our Dealership concerning vehicle pricing.  Upon receipt of your letter, I reviewed ******************* file and discussed his concerns with all appropriate personnel at our dealership. 
  
  **************** notes that he contacted the Dealership recently to inquire about the price of a particular vehicle, but was unable to receive an actual quote on the price for said vehicle.  Do note that it is standard policy to gather as much information about a customer before providing a price quote.  This is because many factors, including a customers credit history, can affect ******************-off costs on any vehicle.  However, once **************** made it clear that he was only interested in the cash price on a vehicle our sales personnel should have routinely provided a base price on the vehicle to ****************  While the failure to provide a price does not constitute any legal violations we understand Mr. ******* frustration and apologize for any miscommunication or failure to fulfill Mr.******* ******************************* we appreciate your inquiry into this matter.  We assure you of our commitment to 100% customer satisfaction whenever possible, as well as our commitment to both proper and excellent performance in the business community in Central Florida.  In this regard, and if **************** is still in the market for a vehicle, I would be glad to personally discuss his needs and provide him with a price quote for any vehicle he might have an interest in purchasing.
  
  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,Inc.
  d/b/a Toyota of Orlando  

• Initial Complaint

  12/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 12/18/2022 I contacted Toyota of Orlando to find out the out of door price of a truck that was been advertising on their website. First, the rudeness of their employees was not only unnecessary, but it was also a deal breaker, which means I will NOT buy anything from this schemer dealer and will complain about them to the headquarter corporation. Second, they do everything in their power to make you physically go to the store so they can put that famous dealer's pressure on you to sell their car. The problem is that I live in ***** and will not drive 3 and half hours just to know the price of a vehicle. They did not tell me the price of the car over the phone or by email and on top of that they told me that if I want to know that very simple information I should go to the dealer or stop calling them because "it was me that had called them and not the other way around," so they did not have any obligation to tell me anything. What kind of horrible business is it ?? Well I WILL buy the Tacoma I want to buy but not from them. This people have to learn how to make business, how to treat customers and people right and how to be polite. TRASH DEALERS like this should loose their license. I will call to the corporation and follow up with this complaint. Toyota of Orlando ( **** Vineland Rd, Orlando ********* ) is nothing but Trash and just lost a customer.

  

  Business response

  01/03/2023

  January 3, 2023
  
  *************************
  Consumer Affairs Representative
  Better Business Bureau
  of Central Florida, Inc.
  1600 ************
  ********, Florida 32750
  
  Re:Mr. ******************************* (BBB Case No. 90330569)
  
  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 email correspondence originally dated December 19, 2022, whereby you forwarded a statement of complaint from Mr. ******************************* expressing certain concerns he had regarding his recent contact via telephone with our dealership.
  
  Upon receipt of your email, I reviewed our records regarding ********************, and I discussed ************************ stated concerns with all appropriate personnel at our dealership.
  
  As ******************** notes, he contacted our dealership last month and expressed an interest in possibly purchasing a new Toyota by requesting a detailed quote for an "out the door" price on a specific vehicle. Again, as noted by ********************, he was immediately informed (and on more than one follow-up call) that the dealership did not routinely give customers specific "out the door" price quotes or written purchase orders as a standard policy since the dealership a-did not under any circumstances hold or reserve vehicles (ie., any vehicle not under a binding contract remained subject to a prior sale to another customer) and b-wanted to be certain that there would be no confusion on pricing until the actual contracting and financing for a purchase were finalized. Rather than accept this routine policy statement ******************** elected to file this complaint which includes baseless assertions that the dealership policy is somehow improper or in violation of the dealership's license.
  
  **************, we appreciate your inquiry into this matter. We know that the foregoing statements and facts evidence that the dealership has acted completely in accordance with the laws and industry standards governing its interactions with ********************. We simply conveyed our policy regarding price quotes to ******************** and based thereon he elected to no longer pursue any business transaction with our company. This interaction and his election in no manner constitute any improper actions by our dealership. Accordingly, there is no basis for ************************ assertions.
  
  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

  11/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I took my car from ************, Florida to Orlando Florida because the reviews appeared to be better. Much to my surprise Toyota of Orlando was absolutely horrible . I came here for an oil change and tire rotation. Not only are ALL my hubcaps lose and not all the way on, my valve covers were all missing ( unacceptable from such a big company ) this is the result of lazy and inaccurate or maybe not properly trained personnel. Also there was oil on my center counsel which is tan and i had to pay to get that cleaned. I have reached out to this company and their response to me was non-cholent and simply wanted me to come back absolutely not after driving 120 miles round trip for poor service ! I have got my car serviced in Saint ***** where i am originally from and never had a problem with the dealer for 5 years. this is poor service and poor customer service BUYER BEWARE they are out to take and run. I wouldn't go here to receive a sticker they may not even do that correctly ! I want more than a refund as i want my gas money back and my money back for having to get the work redone and cleaned up by someone else. I spent ****** at Toyota of Orlando and I am demanding $250.00 back from them !

  Customer response

  12/19/2022

  They have played phone tag with me twice and we are now on the second person emel who is the service manager . Toyota is non responsive . Their inactive to this matter is pretty evidentiary to their customer service . It would be more respectful for them ( Toyota )not to continue to waste my time and money and just refund my money .

  Customer response

  12/20/2022

  Dealer has sent refund

• Initial Complaint

  10/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had purchase a 2022 toyota corolla at retail price plus adjusted market fee . i was promise a set of matts from jorge p******* verbal and on my phone text and should get it in two weeks. Every time i call he would never return my call , customer relation is doing the same, no matts and no solution from either of these people. I have not receive any call or email to check on my new car purchase to see if everything is going well . these people take your money and run, be aware lots of customers is having the same problems.

  

  Business response

  11/14/2022

  Business Response /* (1000, 8, 2022/10/20) */ October 19, 2022 Ms. *********** Better Business Bureau of Central Florida, Inc. 1600 S. 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 (the "Dealership"). I am writing in response to your email dated October 4, 2022, whereby you forwarded a complaint form completed by Mr. *************** expressing a concern regarding the new 2022 Toyota Corolla (the Vehicle) he purchased from our Dealership recently. Upon receipt of your letter, I reviewed the documents in Mr. ******'s file. Thereafter, I discussed his concern in detail with all appropriate personnel at our dealership. Following my review of Mr. ******'s file and discussions with personnel I had my assistant contact Mr. ******. She apologized for any previous miscommunications and arranged to have Mr. ****** come to the Dealership today and receive the floor mats he was requesting be provided at no charge, thereby resolving his complaint. Ms. *****, we were pleased to promptly and fully resolve Mr. ******'s concern. 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 Vineland Motor Sales LLC d/b/a Toyota of Orlando

• Initial Complaint

  08/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to this branch today me and my wife to check out a car so the price it's show online it's nothing to do with the prices they have there but I went there for the online prices, we meet one nice guy and we drove the can and then he brought us to the specialist sales his name is Raul he was nice just for the first couple of minutes and then he asked us where we come from and then start with this there is no cars in the market so what ever you see just take it. I noticed him that I have a budget he said this is the price and this is the car if you like it. I was waiting for the valuation of my car trading car. He was saying that no time to lose looks like we were hung in out to the dealership. When he came with very low value for my car and price for the new car was not that I see online I told him this is out of my budget so he said do you think I'm gonna give that amount for your car, than he said what's your budget he said so you don't wanna pay taxes then I got upset and left. This specialist sales was racist and so rude and so mean has and arrogant has nothing to do with costumer service he treats us literally less than a homeless. I will never go back or recommended for my family or friends or anywhere this Toyota branch. Toyota Of Orlando

  

  Business response

  10/13/2022

  Business Response /* (1000, 5, 2022/08/31) */ August 26, 2022 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 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 today, whereby you forwarded a statement of complaint from Mr. **************** 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 Mr.*********' concerns with all appropriate personnel at our dealership. As Mr.********* states, he recently came to our dealership to inquire about the possible purchase of a new Toyota(the "Vehicle") based on a "price...shown online...". Mr.********* continues by asserting that the price online had nothing to do with the price he discovered at our dealership and that the sales specialist was somehow racist and rude during his discussions with Mr.*********. Initially, please note that upon arrival at the dealership Mr.********* expressed an interest in the Vehicle, referencing the $32,975 msrp listing of the Vehicle on Toyota.com. The sales specialist promptly informed Mr.********* that the Toyota.com listing was not a price but just Toyota's msrp, and further that at our dealership the Vehicle had a $3,000 market adjustment addendum so that the sales price as clearly marked was $35,975.00.In response to this disclosure Mr.********* did note that his budget would limit him to spending no more than $35,000. As this discussion continued, the sales specialist stated that even if the purchase price were lowered to $35,000 Mr.********* would have to pay the required taxes and fees on the Vehicle and how would he make those payments. At this point Mr.********* stated that he "always paid his taxes" and further made it clear that he disagreed strongly with the offer that had been had made concerning his possible trade-in vehicle. He then left our dealership without continuing any further discussions. Thereafter, Mr.********* filed this complaint alleging some type of improper pricing on the Vehicle and, apparently, what he felt was a racist element in the sales specialist statements that he would need to pay taxes and fees above any possible $35,000 price. 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 this instance we simply must state that we believe there is no basis for the allegations in Mr.********* complaint. It is evident that Mr.********* came to our dealership after seeing an msrp listing for the Vehicle at Toyota.com. Further, and as evidenced by Mr.********* own statements, it was clearly disclosed up-front that the actual purchase price at our dealership was higher than the msrp. In other words, there were no incorrect or misleading pricing elements regarding Mr.********* visit to our dealership. To the extent that Mr.********* felt that the sales specialist statements concerning taxes and fees constituted some form of racism we apologize and ensure him that no racial elements were meant in any manner whatsoever when pointing out that said taxes and fees would be due over and above any maximum proposed price. Otherwise, we must insist that Mr.********* complaint 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 Consumer Response /* (3000, 7, 2022/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I said racists because Raul asked me and my wife where we come from and after we told him the change his tone and he gives us the feeling that we are a poor people that we are hanging out to lose time, he treated us with a bad manner and I'm sure you have cameras everywhere and you can go back an check. When I told him This is out of my budget I stand up and leaving but he kept the papers and he said what's your budget I said 35k And he started so you don't wanna pay taxes because the way he said not the way that you saying right now. First of all I'm a customer so you have to give me a good customer service, second if I can't afford something and wasn't even my felt was because of you showing different prices. A least you have to be gentle with the people, I already bought a new car from another dealership. But if you as a manager covering your specialist sales to treat people as this so good luck. Business Response /* (4000, 9, 2022/09/08) */ "Once again we offer our apologies that he felt any tone or comments came out in any "racist" manner. This was neither our intention or the way we view the matter. Otherwise we stand by our original letter and the statements and information therein."

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  may 28,2022 worst experience at a dealership ever the guy rick was horrible, bad attitude, and sarcastic during a serious matter as well as just trying to get me to pay for things then come to find out when i get back home two days later the same lights are on after paying $1100 for a repair im not happy at all and i spent all my money and he forced me told me if i dont then ill be on the side of the road. he made me feel like if i dont do this and pay him that something would happen to the car. then to come home and two days later same issue that means the dealership didnt do a good job fixing the issue and i will be requesting a refund. i have proof of what they said the issue was and what i paid and here it is tuesday 5/31/22 the same lights came on two days later which means they didnt give good effort and just wanted money.

  

  Business response

  07/08/2022

  Business Response /* (1000, 5, 2022/06/07) */ The customer came in on May 28th, 2002 at 6:32 am. The complaint on the vehicle was a Check Engine Light. Our technician diagnosed the vehicle, the Diagnostic Trouble Codes were P017100(system lean, bad fuel) and P117B00(injector performance). The technician took a fuel sample and determined that the fuel was compromised. We recommended to clean out the tank, the injectors and throttle body. The customer agreed to the repair. While driving back to Georgia the customer experienced a check engine light again. The customer called the dealership and we recommended that she go to the nearest Toyota dealership and have them contact us. When the customer went to the other dealership, they had diagnosed the same trouble codes and replaced a purge valve. The customer called us stating we did the wrong repair and that she wanted a refund. We explained we will contact the other dealership and see if that is the case. While speaking to the Service manager at Nally Toyota of Stonecrest, he stated that his repair could have been a leftover of what we had already had done. But, due to the experience the customer related to us we will refund the repair portion of her bill. Some maintenance was performed as well while the vehicle was here.

• Initial Complaint

  05/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went into Toyota of Orlando on April 30, 2022. I was hard-pressed by calls, and emailed by the sales team to come in to check out offers, and options for my lease vehicle because they were Adamant about buying back my vehicle. 1. They did provided false advertisement about vehicles they have and did not give me options or show me any number liked I asked. 2. They were deceitful about the amount inquiries they would run on credit. I asked them to run one credit inquire which would be through Toyota financial services which is where I am finance through with my current lease, but they did not do so and instead ran 5 other hard inquiries with credit and did not tell me that did so, after promising that they would only run that one. They took it upon themselves without getting my approval because they solely wanted make the sale instead of what the customer valued. I have filed a dispute with credit Bureau to have them removed. They did not honor the term of agreement of my previous lease contract and try to sale my vehicle back to me for the price that is not on the previous agreement which is in violation of my contract. 3. I have have documents with my name and personal information and credit history that requested to have a copy of but they won't let me have them which by law if my signature and personal information is on file i have the right to have but I have to tried to request those documents and they are insisting that they have to keep them. They continue undermine my intelligence and values and I did not feel respected. They were more interested in scamming me into getting a vehicle over the price value that is on our current leasing agreement. They did so by Falsifying info in order to get me approve w banks. I am able body adult who is Competent & have made previous vehicle purchases and never felt so ill-treat, unheeded, and ultimately disregard by the company for the 2nd time. There will be no third time. I have contacted their corporate office.

  

  Business response

  07/29/2022

  Business Response /* (1000, 9, 2022/05/18) */ May 18, 2022 Ms. *********** Consumer Affairs Representative Better Business Bureau of Central Florida, Inc. 1600 Grant Street Longwood, Florida 32750 Re: Ms. ************* (BBB Case No. ********** 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 e-mail correspondence originally dated May 2,2022,whereby you forwarded a statement of complaint submitted by Ms. ************* expressing certain concerns she had regarding her recent dealings with sales personnel at our Dealership. Upon receipt of your letter, I reviewed Ms.********'s file and discussed her concerns with all appropriate personnel at our Dealership. Do note that after review of Ms.********'s concerns, myself and other personnel attempted to reach out several times to Ms.******** to try and discuss and possibly resolve her concerns. However, none of these attempts have been successful, and we apologize that we did not more timely send you a written response while making these attempts. In any event, and as Ms.******** notes, on April 30, 2022 she came to our Dealership to discuss the possibility of our Dealership assisting in terminating her existing lease and possibly purchasing her vehicles or a new vehicle from our Dealership. In relation to this visit Ms.******** makes various assertions and allegations that she was "hard-pressed" to come into look into these possibilities and that our Dealership committed "false advertising", was "deceitful" in the handling of her credit application, and would not "honor" the terms of her lease regarding a possible purchase of her leased vehicle. First, we deny that any "false advertising" was committed by the Dealership. While Ms.******** provides no specifics concerning this allegation, her statements appear to imply that a vehicle(s) she might have had an interest in purchasing or leasing was not available at the time of her visit. This may very well be the case, but as noted in our advertisements all vehicles are subject to prior sale. Such an instance does not constitute false advertising. Second, Ms.******** states that she was "hard-pressed" to come into the Dealership. While we acknowledge that Ms.******** was sent emails and texts encouraging her to come into the Dealership, these promotional invitations were all worded and processed properly and included opt-out provisions whereby Ms.******** could easily have notified the Dealership to cease any further promotional contacts. At no time was any undue pressure placed upon Ms.********. Third, concerning Ms.********'s statements that certain information was incorrect on her credit application and that she only authorized "one" credit inquiry be made through said application, please note that neither of these allegations are factually correct. First, Ms.******** provided all information listed on her credit application and she knowingly and voluntarily signed the credit application once it was completed. Further, during the proposed transaction process no personnel recall any verbal statements that the application be submitted to only one credit source. This was and is not a normal procedure. Rather, and as you will note on the application itself enclosed herewith, statements are provided that in fact the application may be submitted to multiple credit sources. This statement was again knowingly and voluntarily accepted by Ms.********. Fourth, we deny that anything improper was done concerning either the possible turn-in and/or purchase of the subject vehicle by Ms.********. She was first provided the payoff amount of $22,249 (the contract buy ut price of $17,911 plus remaining payments due on the existing lease). In order for our Dealership to handle the lease termination and process a sale of the vehicle back to Ms.******** she was quoted a total payment of $23,995 which included our Dealership's fees to handle all related matters. This purchase amount was given with a finance offer of $494 a month. Ms.******** elected to reject these offers and was therefore (and still is) free to coordinate her own payoff of the Lease and subsequent purchase with her finance company for the$22,249 amount plus whatever fees her finance company may charge in relation thereto. Finally, Ms.******** notes she was denied copies of documents that contain her and her mother's personal information. While personnel correctly noted that federal and state regulations require the Dealership to maintain all consumer information in accordance with privacy laws, personnel dealing with Ms.******** misunderstood that these requirements did not prevent providing the consumer with their own information. In this regard we apologize for this misunderstanding and are pleased to provide the attached courtesy copies of documents as requested by Ms.********. Ms. *****, we appreciate your inquiry into this matter. Please note that in contrast to Ms.********'s allegations, the Dealership followed all legal and industry processes regarding contracts, credit review and sales practices. Other than the misunderstanding in timely providing copies of requested documents (as corrected by this correspondence) the Dealership has abided by all industry standards and regulations. While we are committed to 100% customer satisfaction we cannot "correct" things that were never incorrect. 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 Consumer Response /* (3000, 11, 2022/05/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Upon receipt of your letter, I reviewed Ms.********'s file and discussed her concerns with all appropriate personnel at our Dealership. Do note that after review of Ms.********'s concerns, myself and other personnel attempted to reach out several times to Ms.******** to try and discuss and possibly resolve her concerns. However, none of these attempts have been successful, and we apologize that we did not more timely send you a written response while making these attempts. In response to this, the only contact that was ever attempted was on May 17, 2022 at the hours of 9:56 AM and 3:45 PM on the same day. I am a medical student and I was in class from 8AM - 4PM that day. However I attemlistenpted to call back Ms. C****** on several occasions on May 17-18, 2022 but none of my attempts were successful. I have attached a screen shot of the call list. Timeline May 17, 2022 at 8:04AM I received an email from case manager of BBB case in regards to contact form Toyota of Orlando. I received a missed call from Toyota of orlando at 9:56AM on May 17, 2022. (the number was unknown and I was in class.) May 17, 2022 at 10:02 AM I return the missed call from ( but at the time I made the return call I was unaware it was Toyota of Orlando I did not get in touch with anyone. ) I reopened to *********** in regards to the previous email. Notifying you that no contact has been made since my complaint was converted into a case on May 17, 2022 at 10: 12 PM. I missed another call from Toyota of Orlando at 3:34 PM on May 17, 2022. ( Unfortunately I do not get out of class until 4PM.) I attempted to call back and reach the desk and left a not stating I am a student. The best way to get a hold of me would be via email. If they are to call tomorrow (May18, 2022) would be at 12 PM during my short break and or after 4PM. But I will be able to responded to email faster. The call was recorded so they can go back into that history and even hear it.My outgoing log shows a time stamp of 4:51 PM on May 17, 2022. May 17. 2022 at 6:32 I made another attempt. (Unsuccessful) May 18, 2022 I made another attempts which I was unsuccessful as well at 11:42 AM. They tried to call me only after you email me about hearing from the company. In any event, and as Ms.******** notes, on April 30, 2022 she came to our Dealership to discuss the possibility of our Dealership assisting in terminating her existing lease and possibly purchasing her vehicles or a new vehicle from our Dealership. In relation to this visit Ms.******** makes various assertions and allegations that she was "hard-pressed" to come into look into these possibilities and that our Dealership committed "false advertising", was "deceitful" in the handling of her credit application, and would not "honor" the terms of her lease regarding a possible purchase of her leased vehicle. First, we deny that any "false advertising" was committed by the Dealership. While Ms.******** provides no specifics concerning this allegation, her statements appear to imply that a vehicle(s) she might have had an interest in purchasing or leasing was not available at the time of her visit. This may very well be the case, but as noted in our advertisements all vehicles are subject to prior sale. Such an instance does not constitute false advertising. First, I have records of emails which will also be attached, as documentation. I can also include a detail call log of the multiple calls from the dealership hard pressing me into coming into the dealership to look at option they so called have. However, when I decided to stop in on April 30, 2022 at 2:30 PM not only did they waste my time, but the vehicle we came into purchase was the vehicle we were leasing and had in our Possession. The dealership was trying to Lure us out our vehicle in order to purchase another in which they did not have on the lot. After telling them multiple time that we were only interested into looking at the option we have for our current vehicle. It is implied that my mother and I had interest in purchasing a new vehicle other than the one we currently lease, consequently that was not the case and definitely not in this vehicle purchasing market. Second, Ms.******** states that she was "hard-pressed" to come into the Dealership. While we acknowledge that Ms.******** was sent emails and texts encouraging her to come into the Dealership, these promotional invitations were all worded and processed properly and included opt-out provisions whereby Ms.******** could easily have notified the Dealership to cease any further promotional contacts. At no time was any undue pressure placed upon Ms.********. I have called to opt out and spoke with Nikki, Nicole, and Jessica. I have told them over the phone on many occasions that I am not interested. However Nikki call on April 30, 2022 and I decided to come in to talk to Nikki about my options about purchasing my lease vehicle so that I can stop being harassed about the vehicle. Third, concerning Ms.********'s statements that certain information was incorrect on her credit application and that she only authorized "one" credit inquiry be made through said application, please note that neither of these allegations are factually correct. First, Ms.******** provided all information listed on her credit application and she knowingly and voluntarily signed the credit application once it was completed. Further, during the proposed transaction process no personnel recall any verbal statements that the application be submitted to only one credit source. This was and is not a normal procedure. Rather, and as you will note on the application itself enclosed herewith, statements are provided that in fact the application may be submitted to multiple credit sources. This statement was again knowingly and voluntarily accepted by Ms.********. Andre M****** is who my mother and I worked with. He attempted to only keep the conversation between her and excluded me not knowing that I am the one who is the primary owner of the vehicle on paper and would be the one to co-sign for her again. He completely disregarded me until my mother told him that he should really speak to me about our leased vehicle. I have purchased several cars in the past and worked with dealership and know when a salesman is making the salesmen pitch and sadly trying to take advantage of my mother lack of understanding about car buying. Before signing I told him to only try my mother credit because I want her name to be primary on the vehicle. I asked him only to run one inquiry on my credit with 1 creditor which is the same bank that we finance from which is Toyota financial. He said he would do so and then I signed. I recorded him on purpose just in cases I would be falsely accused otherwise of Hearsay. I told him I will only sign if he agree to do so. Therefore, I was again ignore and now being accused of invalid information providing by the general manager which I do not like. I am being undermined in my knowledge and experience in the car buying process. I also had mother that day and she could too testify. Fourth, we deny that anything improper was done concerning either the possible turn-in and/or purchase of the subject vehicle by Ms.********. She was first provided the payoff amount of $22,249 (the contract buy ut price of $17,911 plus remaining payments due on the existing lease). In order for our Dealership to handle the lease termination and process a sale of the vehicle back to Ms.******** she was quoted a total payment of $23,995 which included our Dealership's fees to handle all related matters. This purchase amount was given with a finance offer of $494 a month. Ms.******** elected to reject these offers and was therefore (and still is) free to coordinate her own payoff of the Lease and subsequent purchase with her finance company for the$22,249 amount plus whatever fees her finance company may charge in relation thereto. This is the incorrect recorded total provided at the time of visit because the amount added up $ 31,000 for the buy out. Hence the reason I made an attempts to collect a copy of the document in which Mr. Andre M****** can be heard in my recording that he could not provide to us and need to keep, he said it would be shredded in a timely manner but would not be able to provide a copy. Also in the recording you would be able to hear him say loud and clear and me as well that he wants me to say I work AT Nike retail store. The problem with.this is that I once did work with that retailer and left on great terms. I am a full time medical student and can not have a job in order to ensure I receive my financial aid. This would later have IRS question how I was able to purchase this vehicle for the $31,000 price point but no job or federal work study. I would not put my hard work in jeopardy for this reason. Lastly, the hand writing will show that I did not in fact write in th Business Response /* (4000, 15, 2022/06/16) */ June 15, 2022 Ms. *********** Consumer Affairs Representative Better Business Bureau of Central Florida, Inc. 1600 Grant Street Longwood, Florida 32750 Re: Ms. ************* (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 e-mail correspondence dated June 13, 2022, whereby you forwarded a rebuttal statement from Ms.******** made in response to our original statement dated May 18, 2022 as sent in response to a complaint previously submitted by Ms. ************* expressing certain concerns she had regarding her recent dealings with sales personnel at our Dealership. Upon receipt of your email correspondence, I re-reviewed Ms.********'s file and re-discussed her concerns with all appropriate personnel at our Dealership. Ms.******** notes several instances where our personnel were unsuccessful in their attempts to connect with Ms.******** and discuss her concerns. I personally made additional attempts yesterday June 14th and was finally successful in contacting Ms.********. Initially, I apologized for all the communication failures and both our failure to connect as well as any miscommunications she experienced during her visit. In discussing Ms.********'s specific concerns concerning her credit application and possible conversion of her lease into a purchase of her vehicle please note the following: 1-I first explained that our uniform policy is to submit any credit applications to several credit sources in order to try and obtain the most favorable credit terms available for our customers. This policy is spelled out in writing on our credit applications (SEE attached) to pre-notify customers this will occur. However, if an employee stated otherwise to Ms.******** (in contrast to our policy and our employee training) such a statement was incorrect and, therefore, I requested Ms.******** forward any recordings evidencing an employee agreeing to submit her credit to only one credit source so that I could confirm such error and take appropriate disciplinary action against said employee. 2-I continued our conversation by re-explaining to Ms.******** the purchase option relating to her lease. I noted to her that the salesperson had offered to sell the vehicle to her (ie., buyout her lease) in accordance with the buy-out provisions of her lease as follows: She was first provided the payoff amount of $22,249 (the contract buyout price of $17,911 plus remaining payments due on the existing lease). Further, the transaction would include our fees for handling the lease termination and process of the sale of the vehicle back to Ms.******** with a final total payment of $23,995 (noting that the $30,000+ amount cited by Ms.******** was the total of payments over time for the purchase money financing of her transaction and not the "purchase price" for the vehicle). We concluded our conversation with me offering to complete the purchase transaction at a reduced rate as a courtesy to Ms.********. She stated that she understood my explanations and appreciated me taking the time to "hear her out". Further, she stated that she would email when she was ready to proceed with the purchase (ie., buy-out) transaction. Ms. *****, we appreciate your additional inquiry into this matter. As noted in previous correspondence, we are committed to 100% customer satisfaction and we believe that the foregoing evidences this policy. We hope to fulfill Ms.********'s expectations and complete a purchase transaction in the near future, in the event she elects to proceed with such a transaction. 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

  01/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On January 13th I called to inquire about a car, I was told by Tabata that there was no market adjusted price or markup on it. I explained that I was in South Florida and that I would drive up, but only if there was no markup on the car. I drove more than 3 hours and when I got there there was a $3k markup on the car. Everybody I talked to was very rude, it is truly the worst experience on any business in my 43 years. They also kept my license. I drove back the other 3 hours feeling violated. To add insult to injury I get a call the next day and it's a co-worker of Tabata and he called just to make fun of me and it turned out he was on speaker and the whole office was laughing at me. I had to pay gas and mileage on my car, and the risk of driving 400+ miles, most of it at night. They should not be in business.

  

  Business response

  03/16/2022

  Business Response /* (1000, 10, 2022/02/18) */ February 18, 2022 Ms. Linda Morel Consumer Affairs Representative Better Business Bureau of Central Florida, Inc. 1600 Grant Street Longwood, Florida 32750 Re: Mr. William ***** (BBB Case No. XXXXXXXX) Dear Ms. Morel: 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 January 14, 2022, whereby you forwarded a statement of complaint from Mr. William ***** expressing certain concerns he had regarding his recent experiences with sales personnel at our dealership, including Ms. Tabitha ** ********* Initially, please accept our apologies for not immediately responding to your inquiry which was lost in the spam folder section of our intake system. We appreciate your patience and the opportunity to provide our response to the same. Upon receipt of your most recent email, I reviewed this matter and discussed Mr. *****'s concerns with all appropriate personnel at our dealership. Mr. ***** makes four basic assertions in his statements. He first states that in a telephone call on January 13, 2022 he was informed by Ms. ** ******** that there were no mark-ups on vehicle pricing at the dealership, and that when scheduling an appointment to see vehicles at the dealership the next day he would be coming from his home in South Florida. Mr. ***** further asserts that when he was at the dealership on January 14th he was treated rudely by dealership personnel after being told that some vehicles did have price mark-ups (with said alleged rudeness being repeated in a follow-up phone call the next day). Finally, Mr. ***** alleges that his driver's license was "taken from him" at the dealership. Initially, please note that it is a long-standing set policy at the dealership that no price guarantees are provided over the phone or verbally. In order to ensure that there is no confusion on actual pricing, no dealership personnel provide any verbal pricing quotes or price guarantees, including details on mark-ups and/or discounts, until written purchase orders and/or contracts are prepared and reviewed. In this regard, Ms. ******** confirms that there was no mention of price mark-ups or that Mr. ****** would be coming from a South Florida location. Ms. *********** copious notes and copies of texts and emails with Mr. ***** confirm that neither of these assertions happened. Concerning Mr. *****'s alleged experience(s) at our dealership, please note that on January 14th and the following day on the phone, Mr. ***** was extremely aggressive and inappropriate in his manner and language. Several persons evidenced his loud and abusive behavior and inappropriate demeanor when "talking" with dealership personnel. While Ms. ******** admits a nervous laugh while on the phone with Mr. ***** on January 15th, she notes that her reaction was simply in response to the over-the-top behavior of Mr. *****. At no time did any personnel mock or respond in kind to Mr. *****. Finally, and as regards the alleged "taking" of Mr. *****'s driver's license on January 14th, please note that the dealership practice (in line with industry standards) is to make a copy of a customer's driver's license for informational purposes and to provide the same to potential lenders if an actual purchase money loan transaction is ultimately processed. Mr. *****'s driver's license was promptly returned to him when it became evident that no transaction would be completed with Mr. *****. Ms. Morel, we appreciate your inquiry into this matter. It is our dealership policy to not only follow and comply with all industry standards and laws guiding and governing the automotive dealership industry, we make every effort to reach our goal of 100% customer satisfaction, whenever reasonably possible. However, when false assertions and/or inappropriate behavior are evidenced by a customer such a policy is impossible to fulfil. We are in the business of selling vehicles and do not practice any "bait and switch" tactics as essentially alleged by Mr. *****. It would be of no value to our dealership to mislead a customer or to be "rude" to a customer as Mr. ***** alleges. We stand by our position in this matter and simply reject the allegations made by Mr. ***** as false. If you have any further questions or comments concerning this matter, please do not hesitate to contact me. Sincerely, Jordan ******** General Manager Vineland Motor Sales, LLC d/b/a Toyota of Orlando Consumer Response /* (3000, 12, 2022/02/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) From the response of the manager, I see the problem is from the top down. My advice to the company, is that with acknowledging there is a markup on their cars due to the current status of the car market people will respect that. With a simple apology to a customer who was wronged, they would have much better reviews. With a better work environment, their employees will have the luxury, and obligation of being ethical. At some point in the company's evolution, they may understand that is better business, and I will get an acknowledgment and corresponding apology; that is all I was expecting, and this complaint would have never been filed, if that is what I got on the call. Business Response /* (4000, 14, 2022/02/28) */ February 28, 2022 Ms. Linda Morel Consumer Affairs Representative Better Business Bureau of Central Florida, Inc. 1600 Grant Street Longwood, Florida 32750 Re: Mr. William ***** (BBB Case No. XXXXXXXX) Dear Ms. Morel: 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 February 22, 2022, whereby you forwarded a rebuttal statement from Mr. William ***** as regards our February 18th response to his original complaint expressing certain concerns he had regarding his past experiences with sales personnel at our dealership. In response to Mr. *****, we must simply note that there is nothing new in Mr. *****'s "rebuttal statement". We stand by the detailed points made in our original statement of February 18th, whereby we specifically deny the allegations asserted by Mr. ***** and note his inappropriate behavior both at our dealership and in the subsequent phone call with dealership personnel. Mr. ***** has stated that an apology would have prevented his filing of a complaint. However, when false assertions and/or inappropriate behavior are evidenced by a customer there is no place for or a reason to apologize. Again, we stand by our position in this matter and simply reject the allegations made by Mr. ***** as false. If you have any further questions or comments concerning this matter, please do not hesitate to contact me. Sincerely, Jordan ******** General Manager Vineland Motor Sales, LLC d/b/a Toyota of Orlando Consumer Response /* (4200, 16, 2022/02/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Given they want a reply with facts, here is my reply to their original response: 1) I do not understand how a Business has the BBB email going to a Spam Folder 2) The day of the incident was the same day as I made the trip I made to go and secure the car. Ms. ** ******* stated I had to be there in person. It was January 13; the same day I was sent the information of the car via e-mail, and the same day I exchanged text messages with her. 3) When I got there I was not told that "some" cars have markups, I was told: "all cars have markups." 4) I never exchanged emails with her, the only email I got was from ***********@toyotaoforlando.com 5) I asked very clearly about markups of market adjusted price, I was clearly told there were none. Why would I drive to Orlando for a markup that is the same as in South Florida? 6) I clearly stated I was driving from Miami, why would she tell someone to drive safe at 3:44pm and then for me to reply at 6:54pm that I was 8 minutes away? 7) I was upset and did raise my voice for about 10 seconds before leaving; who wouldn't be upset after 3 hours in a car just to be told the person on the phone is just there to bring people in; that is their job, and then being treated badly by the people there, with no idea of what I had talked about with Ms. ********* 8) On the call the day after, that was on January 14thI talked to Ms. *********** boss, she didn't talk to me, from what the manager says I guess she was in the background with the other people laughing; yes, multiple employees laughing at a customer. 9) They did take and keep my license, that's why I had to replace it the very next day. Please let me know how I can attach the picture of the texts, email, and my ID with the replacement date. The email is the only 100% proof that they are lying, as it didn't originate from who they say it did. If they lie about that why believe they even care about this complaint? In my opinion this company does not deserve to be accredited any way by the BBB

• Initial Complaint

  12/02/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  After a second cash purchase for a used vehicle at this dealership, I was of course in my opinion robbed on the trade. Nevertheless it was expected. I was looking through reviews and saw many customers complained about post sale issues. I was given no thorough detailing of this Toyota I purchased, having been a repeat customer this was very unprofessional and unpleasant. When asked if I wanted water, I declined having been given nothing for the car...a second purchase. Independent reviews show many are dissatisfied here at this dealership. The issue is with my title. I don't know if the title was mailed to my P.O. Box where I had mail forwarded. It took some time. Now that I live out in the Tampa area, I must have missed the opportunity to get the title at the post office. I reached out to Toyota a few times and communication fell apart. While I gave them my information, my phone was bombarded with auto related spam. I would ask that the dealership execute the title to : 10521 Scenic Drive Port Richey FL 34668 and respond with tracking information so I may be informed. That is all.

  

  Business response

  01/07/2022

  Business Response /* (1000, 8, 2021/12/20) */ December 17, XXXXXXX Ms. Linda Morel Better Business Bureau of Central Florida, Inc. 1600 S. Grant Street Longwood, Florida 32750 Re: Mr. Mario ******* (BBB Case #XXXXXXXX) Dear Ms. Morel: 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 dated December 2, 2021, whereby you forwarded a complaint form completed by Mr. Mario ******* expressing concerns regarding the title for the used Toyota vehicle (the "Vehicle") he purchased from our dealership recently. Upon receipt of your letter, I reviewed the documents in Mr. *******'s file. Thereafter, I discussed his concerns in detail with all appropriate personnel at our dealership and I had Dealership personnel contact Mr. ******* to discuss his concerns. Please note that initially, we deny any wrongdoings as implied in Mr. *******'s opening comments. His transaction was appropriately completed in accordance with all industry standards and legal requirements. Regarding the title to the Vehicle, the applicable facts in this matter recently noted to Mr. ******* are as follows: 1-At the time of purchase all customers are notified verbally and in writing that Florida's current set practice is to automatically process vehicle titles electronically. It is noted that a customer can specifically request that they receive a paper title with an additional minor fee (Mr. ******* specifically elected not to receive a paper title). 2-We confirmed before speaking with Mr. ******* that his electronic title was on file with the DMV. He can access the title through the DMV website, 3-We further informed Mr. ******* that if he now wanted an original paper title he could obtain one by either a-going to the DMV and completing forms and paying $10, or b-going online at the DMV site and receive a copy by completing the request and paying $4. Mr. ******* was not completely happy with these factual explanations, but he acknowledged the same and noted he would handle the matter accordingly. Ms. ********, even though the industry and legal processes were followed in this instance, we have gone ahead and taken steps, at no costs to and as a courtesy for Mr. *******, to have a paper copy of the Vehicle's title sent out to him at XXXXX ****** ****** Port ******* FL XXXXX. Accordingly, we are pleased that we were able to promptly resolve the questions recently raised by Mr. ******* by re-explaining the titling process in Florida as originally explained at the time of his purchase, as well as going beyond any required actions and processing a paper title for Mr. *******. If you have any further questions or comments concerning this matter, please do not hesitate to contact me. Very truly yours, Jordan ******** General Manager Vineland Motor Sales LLC d/b/a Toyota of Orlando Consumer Response /* (3000, 10, 2021/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the ' response ' and I accept the outcome. I believe this could have easily been avoided. I did not feel so fairly treated at the time of my 2nd sale at your dealership. My thanks to the sales people only. I will not be a repeat customer again. Now that I have shared this comment, thank you for the paper title and I wish you the best. I would ask that this file be closed and not shared. No further action necessary - Thank you. Complaint Response Date bumped because: Holiday Consumer Response /* (2000, 13, 2022/01/05) */ Lamiqi ****** <************@gmail.com> Dec 21, 2021, 5:11 PM to me, ************* mjpXXXXX Hello Linda Morel, I responded to the complaint XXXXXXXX and chose 'did not accept the response from the business'. Just to clarify, I accepted the outcome of receiving the vehicle title today after an exhaustive effort of communicating with Toyota/Orlando post sale. Again, I received the vehicle title today from Toyota's dealer via mail. I read the lengthy response from the business and was amazed at the difference in tone compared to verbal communications and their BBB response. Now, I do believe the dealer took the right action to mail me a proper paper title after I requested it numerous times since October. I am happy to have the Title in hand and consider the complaint resolved. While I accept the resolution, I wanted to let you know, personally, that I find the response by the business to be one of "saving face". Not unlike many dealerships, the customer is the centerpoint of the sale and frequently wrong during service. At time of sale, I was asked for an address to receive the paper title. Obviously, there continues to be much disagreement between myself and this business on 'who said/heard what". Regardless, at this time I do not wish to fluster their emotions nor take any further steps in the matter. Thank you so much for your assistance and concern in mediating this issue. Take care!

• Initial Complaint

  10/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 01/16/2021 I went to Toyota of Orlando and they assured me leasing was the way to go to save money. I told them about my commute and they assured me 15,000 miles per year was going too be more than enough. After I signed the contract, the sales person said it was 12,000 miles per year and he would take care of me if I pass the miles when the time comes. Now I am stuck on a lease agreement with 2 cars (mine and my daughter's) and our commute to work and school is 60 miles per day as we live in Clermont and our work and college is in east orlando and clearly we will pass the allowed miles per year. Three days after getting the cars, I tried to return them and was told I couldn't. I had to pay for all fees and pay off amounts. I was naive, I trusted their word and I didn't know what I was getting myself into. I decided to complain now because yesterday, I read the contract and saw I that I could return the car when I tried. Now it is too late by the contract. This is unprofessional.

  

  Business response

  11/17/2021

  Business Response /* (1000, 8, 2021/11/05) */ November 5, 2021 Ms. Lisa Morel Consumer Affairs Representative Better Business Bureau of Central Florida 1600 S. Grant Street Longwood, Florida 32750 Re: Luciana ***** (BBB Complaint #XXXXXXXX) Dear Ms. Morel: 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 originally dated October 20, 2021, whereby you forwarded a complaint form completed by Ms. Luciana ***** expressing certain concerns she asserts regarding a new Toyota C-HR (the "Vehicle") she leased by and through our dealership earlier this year in January (the "Lease"). Initially, we apologize for any delay in responding. It took a little extra time to accommodate Ms. *****'s schedule so that we could arrange to meet and discuss her concerns. In Ms. *****'s letter she has essentially asserted that a salesperson promised that if she exceeded the mileage limitations on her Lease that we would handle that for her to avoid mileage penalties. However, as we noted to Ms. *****, the documentation covering her Lease clearly evidences a standard lease transaction. Within the Lease and related documents the terms and conditions regarding annual mileage limitations and the enforcement of written terms vs. any allegations of verbal promises are clearly enumerated. Through this detailed documentation, Toyota of Orlando makes a concerted effort to fully explain all facts to its customers through full disclosure of all terms and conditions of the Lease. These procedures and the detailed documentation of disclosures in several instances is incorporated and followed by Toyota of Orlando to avoid any subsequent allegations of misunderstandings concerning the Lease and its terms and conditions. Ms. Morel, we believe the foregoing facts evidence the proper actions of the dealership and the full legal compliance and enforceability of the Lease. However, Toyota of Orlando not only remains committed to proper business practices in the Central Florida business community, but also to our policy that whenever reasonable we will strive to meet our policy goal of 100% customer satisfaction. In this instance we were able to work with Ms. ***** and effectively convert her Lease into a retail purchase of the Vehicle. In this way we were able to fulfill Ms. *****'s request and meet her desired outcome in this matter. 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 Consumer Response /* (2000, 10, 2021/11/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩