ComplaintsforSeminole Toyota

• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Went to Seminole Toyota on Labor Day. Met with Sales Representative Johan with interest in purchasing an SUV. I advised Johan I currently have a lease on my vehicle and would like to trade it in. After taking my personal identifiers, he asked me to call US BANK (current lien holder for pay off) I called with him at table and US BANK’s automated system provided me with a pay off good through 9/14/2023. I gave him this pay off and after discussing the price and down payment, I agreed to the purchase of the SUV. A few weeks later, 9/25/2023, I receive a call from US BANK telling me that the dealership shorted them 2500.00 as the pay off was my customer pay off and the dealership needed to call for their dealer pay. I was confused I had never heard of a different pay off amount. I immediately called Seminole Toyota to clarify this. I spoke with Johan who said this was my responsibility and my fault. He lied and said I never told him I had a lease. Why would I not disclose this as it’s on my credit and I advised him in person that I did. He said I would need to return to the dealership that same day with the car to pay for this. I asked to speak with his manager Brian Z***** who became defensive and stated it was my responsibility and they go by “what payoff I tell them” the dealership never did their due diligence by calling ** **** the next business day after Labor Day to obtain the correct pay off and demanded that I pay the $2500.00. This dealership sells cars every day and I’m sure needs to confirm a pay off is correct. The fact that this dealership is charging me for their mistake is unfair and feels like a bait and switch. Ultimately, I had to pay the $2500 as this was in the contract however is currently being reviewed with my legal counsel. Very disappointed with this dealership and wish that they would make this right or value a customer. Due to their mistake and lack of due diligence on their part. I am requesting 1250.00 refund of the dealer pay off returned to me. The dealer pay off agreement signed by me and also by the sales representative Johan says verified by Johan and this was not the case. This was not done at all.

  Business response

  10/12/2023

  Payoffs are fixed amounts determined by the bank.  Unlike a sales price or trade in, the dealership has no discretion on setting the value for profit.   Payoff differences work in two ways only.   If we don't collect enough then the customer owes the difference.  If we collect too much, then we are obligated to refund the customer the difference.   At no time can we change payoffs for dealership gain.

  Customer response

  10/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  This does not answer my complaint nor my request. 
  

  I understand pay offs are set by the bank. Seminole Toyota never obtained their dealer pay off from the bank. I was given and shared the customer pay off on Labor Day. I had no knowledge of a dealer pay off. Seminole Toyota never verified the pay off that is given to them by the bank. I am requesting a refund due to their non due diligence and lack of verification as stated on the pay off agreement I signed. The sales representative stated the pay off was verified and this was not the case at all. 
  Sincerely,
  
  ***** *****

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When I purchased the Pre-Owned 2020 Toyota 4-Runner from Seminole Toyota; we agreed on a Cash Price, and we also agreed that I was going to get a Certified Pre-owned Manufacture Warranty; which included 12 Months Bumper to Bumper, and 7 Years on the Drive-Train. That was confirmed by both the Salesman (Steven Z****-J******), his General Sales Manager (Craig L****, as well as the Internet Manger. I have several Emails and Text Messages that confirm that I would be getting that Pre-Owned Warranty; PRIOR to making the Purchase on August 17th, 2023. Seminole Toyota kept telling that it "takes up to 30 Days to get into the System"; so I waited; and recently; I checked with both Southeast Toyota (Distributor here in Florida) as well as Toyota USA; and both have told me that NEITHER my VIN nor my Name have any Warranty in their System (please see attached). What I want is what I was promised, and what was agreed upon. I had my previous vehicle serviced at their Service Dept; and I am happy with the Service I got there; so I want to keep going there; but I also want to get what I was Promised; which is a Pre-owned Factory Warranty on the Vehicle I purchased. Thank you

  Business response

  09/26/2023

  The customer has a Certified Warranty on the 4Runner.  The TCUV contract number for the 4Runner is ************ *nd is effective 8/17/2023.   Toyota has confirmed the Certified vehicle warranty is in place for the customer.

  Business response

  10/06/2023

  Attached.

  Customer response

  10/07/2023

  
  Better Business Bureau:

  Normally, right after a Purchase; the buyer gets all the documents and Warranties immediately.  I don’t know why it took over 2 Months, and hiring an Attorney, and filing a Complaint with the BBB; to get something I should have gotten the Day I purchased the Vehicle.  It took all this time and effort; to get a simple answer to a simple question.
  
  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

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On 08Sept23 They changed brake pads on two rear wheels. After leaving tire pressure warning light is lit. I returned next business day to be told by Service Mgr. It is $180 to see if they caused problem and $300 to fix a defective sensor. He also said it is coincidence this occured while in their care, and State law requires this be operational. I feel they should make things correct at their expense to complete the service. It occurred while they worked on vehicle. That is not a coincidence.

  Business response

  09/27/2023

  Customer had a simple brake job completed.  Retuned multiple days later after service with a tire pressure light flashing.  Advised guest the sensors are inside the rim of the tire and by completing a brake job would not have constituted any work entailing into the rim or rims of the vehicle.  This vehicle is a higher mileage later model and I advised Mr. ***** that inside the rims are sensors that are battery operated and do have a shelf life.  I also explained to Mr. ***** that it would be a good idea to replace all sensors knowing the age of vehicle and without any history of any of sensors being replaced.  Mr. ***** disagreed with our recommendations due to his abilities to take financial responsibility even after applying for alternative financing in which he was declined for.  

  Customer response

  09/28/2023

  
  Complaint: ********
  
  I am rejecting this response because: The response was a misrepresentation and made up lie. The first being the tire was removed and handled by mechanic to perform work Any rough behavior or carelessness could have caused the damaged sensor. The part of being offered financing and denied is an egregious lie and pure fiction. That was extremely insulting.

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

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 22 2023 I was in a accident someone hit me in the rear.. I took my 2022 chevrolet silverado 1500 custom, red and black with racing stripes going down the truck..... I took my truck to Seminole Toyota collision center, referred by the dealership I brought the truck from... I met Mr.Dario E******** and he said he would take care of me no problem.. When I got my truck back I noticed that my backup camera was adjusted or off, it wasn't like that when I took it there and the rear bumper was correct it's was crooked or off balance.. Seminole Toyota collision center said they honor their work lifetime of the vehicle..... Someone hit my truck on the right rear fender, I contacted geico and proceeded to take my truck again back to Seminole Toyota collision center, I made a appointment and was meet by Mr Dario E******** and he said wow Mr h****** someone don't like u not again, I was humiliated didn't know what to said eye's tearing...He asked what happened I said someone hit me while parked.. And I tolded.him about my rear backup cameras and my rear bumper is still not correctly... I called the office I can never get in contact with Mr E******** or he never returns my calls.. when I pick my truck up I noticed over spray "all" over my truck, windshield is a safety concern at night and it's extremely bad I contacted geico and I took it again to another body shop,A class paint and body repair in Kissimmee Florida they said it was a overspray but I took it to Seminole Toyota collision center to repair my rear driver quarter panel and rear bumper so why is it overspray all over the entire truck.. He said he needed to repaint the truck to fix damages,, He said he used clay bar to remove overspray, I have a showroom gloss on my truck and extended warranty I purchased on my paint, well its voided now...A class paint and body assured me that they requested they paint the truck but Seminole Toyota collision center wouldn't pay for it... I feel like they ruined my truck....I want them to pay for my truck to get restored...

  Business response

  09/27/2023

  We have reached out to the customer and asked him to bring the truck in so we can take a look.  As of yesterday, the customer has not come in to our shop.  

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Recall done on my vehicle brake light and it is still not operational. My vehicle now has mold on my liner and carpet due to water intrusion from leak. Toyota claims that because I put an adhesive prior to recall, it is not their problem. They performed the recall but now not willing to accept their mistake. Nobody at the dealership seems to want to help and Toyota HQ states they do not get involved. My family has bought 8+ vehicles from Toyota dealerships. I have personally bought 3 from Seminole Toyota. We have been servicing all vehicles at Seminole Toyota for 10+ years. What a shame by Seminole Toyota to treat its loyal customers so poorly.

  Business response

  07/31/2023

  We have been in close contact with this guest, he had the 3 brake light recall on his Tacoma in 2021.
  Before the recall was completed the guest actually glued his 3rd brake light in and there was a good amount of excess glue around the socket.
  Our technician has great documentation on the RO stating that the brake light might not be sealed 100% due to all of the extra glue on the vehicle from the guest.
  We reached out to Toyota (quality control) to see if they would reopen the recall, they declined.
  We explained everything to the guest and let him know due to what he did (glued the brake light in) that was the reason the brake light was still leaking. 

  The dealership would like to complete the recall work, but Toyota has declined to authorize the repair based on the circumstances.

  Customer response

  08/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Toyota USA has case opened with me in which they stated the decision was made by the dealership and not Toyota USA. They stated in an email that they only facilitate communication between customer and dealership but they do not make decisions on how dealerships honor their work. Lastly, per the response of Seminole Toyota, they state they performed work they could not guarantee. Why would anyone perform work not guaranteed? 

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

• Initial Complaint

  07/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to Seminole Toyota on 7/10/23 to buy out a lease. I made an appointment and was told it would take 30 min, all the paperwork would be ready. I repeatedly asked for the amount and a breakdown of those charges and was told they couldn’t provide them to me until I should up. This can be corroborated by text messages between salesman Luis C**** and myself. As soon as I arrived, they took my car keys to perform a required safety check. They said they had to do it in order to sell it to us. When I received the buyout number, it included a section called “Optional Dealer Accessories” for $1,168.00. When my husband and I asked what this was we were told by Luis that it is in the contract disclosures. It was broken down as “Lease Inspection” $399 which we were told was a safety check of the car before they could sell it to us. However, once we got the paperwork home it said that the “Pre-Delivery Service Charge” of $899.50 included inspection, cleaning, & adjusting the vehicle. Secondly, I found out they hid some paint protectant service called ****** in the Optional fees which was $769. I was not told about this until the very last piece of paper that was provided to me AFTER I had paid for the car. I was told I already paid for it when the service had not even yet been performed. We were lied to by Luis at a minimum and these deceptive business practices that Emanuel in finance and Joe the manager find to be acceptable, need to be discontinued immediately. We are asking for a refund of these Optional services of $1,168. We called Toyota as soon as we got home and reviewed the contract. We got transferred and hung up on multiple times trying to resolve the issue. Luis transferred us to Emanuel who defended his actions versus providing appropriate customer service. Joe the manager said he could not resolve the issue and sent us the email address of *** ***** to contact.

  Business response

  07/12/2023

  The sales numbers and figures were disclosed both with Luis the salesperson and signed off on the final acceptance form with ********.
  Since we are selling a pre-owned vehicle, we must inspect the vehicle for safety as we do on all used car sales.  
  Pre Delivery service charge is also known as the Dealer Fee and no association to a used car inspection.
  Please direct any additional sales related questions to Joe C*****, sales manager.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Was speaking to a member of their sales team all week Mon (4/17) to Fri (4/21) about a vehicle. Price was agreed on but I could not get a flight out until Tues (4/25). I booked the flight and even sent them my itinerary. The sales rep asked on Friday if I could send them the down payment ($20,000) to hold the vehicle through the weekend until I arrived. I sent them the money same day and it was confirmed. I get a call about 2 hours later at almost 5 EST that the vehicle has been sold. They said that they could not send me the money back until Monday the next week since their accounting department had already left for the weekend. I was promised by a sales manager that I would have my money back by Monday. I am unable to shop for another vehicle without this money. I made an appointment with another dealership for Monday, given that I was told by the sales manager that I would have my money back by that day. Spoke to their accounting department and they said I would not have the money back until Tues (4/25). It is currently Tuesday and I still do not have my money back. My question: if I was promised my money back on Monday, why was the money not sent back through same day wire transfer? I complied with the dealership's request to send it same day (in which they received and confirmed it). Why could they not do the same? Attempted to escalate to someone more senior (General Manager? General Sales Manager?) but it seems like they aren't ever there. Now I'm out the cost of a plane ticket (non-refundable within 7 days), and unable to buy a car this week as well since I still do not have my money back.

  Business response

  04/25/2023

  ********* thank you for expressing your concern. We apologize for any miscommunication there may have been. As per the sales rep explained to you. We do not hold pre-owned cars. We made an exception to hold the car 48 hours prior to your flight arrival, in which you agreed to. Unfortunately, in this high demand market. There was a customer here on site viewing the vehicle prior to your deposit coming through. Your refund process was completed by Seminole Toyota the morning of 04/24, in which we made you aware of. The timeliness of your banks process to complete the refund is something we cannot control.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  date of service: 02/27/2023 the amount paid was 26,590 the dealer agreed to provide me with a running car the dealer didn't try to resolve the issue account info my name: ******* *********

  Business response

  04/05/2023

  Vehicle was sold as is and customer declined an extended service contract.  

  Customer response

  04/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: They sold the car as is but did not disclose the material defects of the car and still sold it knowing something was wrong. The car should have lasted me a month after purchasing the car. Not even a week good the check engine light came on and the car was not drivable. These people are crooks please check out there google reviews. The Range Rover dealership that I took the car to get repaired stated, they knew something was wrong with the car and still sold it to me. 
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My wife and I purchased a vehicle from Seminole Toyota 1/16/23, on the night of the date in question is where concerns arrived. During our drive home approximately 50 miles, the vehicle started to smoke out the exhaust and went into a “safe/limp” mode dropping our speed on the highway from 70 MPH to a very unsafe 30 MPH. We immediately contacted our sales person to inform of this incident. The following days the vehicle was sent to a third party shop to inspect diagnose the problem, it was discovered that cylinder 4 had a misfire, battery was dead and the vehicle had a missing hood trim . We paid $2600 in repairs in “Shop A” only to discover that the vehicle would still have other issues needing to be addressed. I then proceeded to return the vehicle back to Seminole Toyota were the Sales Manager entered the vehicle into their service shop to address the problem, a few days later I was contacted to pick up the vehicle. Still the vehicle was not functioning properly so I returned back within a couple of days to address the same problem. After a $1600 bill from Seminole Toyota $600 of which was out of pocket I was informed that they are unable to diagnose the problem and that I should bring it into a BMW dealer. I should note that Shop A replaced Ignition Coils and Plugs in Cylinder 4, when I arrived at Seminole Toyota they advised I should replace them once again only after 50 miles of replacement. Shop A gave me the replaced parts to show proof of abnormal Rusting on the coil packs, which leaves me to believe this vehicle has been exposed to massive amount of water damage. Today is a Feb 27th and marks a little over a month since owning the vehicle and my wife and I are now car-less until this matter can be resolved. The car is currently at a BMW facility where it’s being diagnosed once again where estimates already are in the $3k range in repairs.

  Business response

  03/01/2023

  Our management staff has been in recent contact with the customer regarding this issue.  The vehicle was purchased As Is and should have been brough back here from day 1 instead of taken to another repair facility to have work done.

  Customer response

  03/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  As a paying customer I have the right to perform any service I need to make the car functional and safe. Additionally the vehicle was serviced at Seminole Toyota (within 30 days of purchase) in regards to the issue in question and I was recommended to bring the car to BMW after Seminole Toyota failed and misdiagnosed the issue. My warranty company and I combined for a $1600 invoice only to be told “We don’t have the proper tools to diagnose the car”. 

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

• Initial Complaint

  01/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The math.. the interest rate is higher They added the down and the trade in to the total amount. They had me pay **** cash supposed to be on the warranty but on the itemized sheet its still $1985. Lies. I called back the next day and still was telling me stories. They didnt include their floor mats.

  Business response

  01/24/2023

  The interest rate is higher because the customer extended their loan term in the business office.  Longer terms yield higher rates.  Cash down and trade lines do not add to the sales price, they subtract.  Warranty prices are fixed and must be displayed as a line item.  The car did not come with floor mats because there was a parts shortage at Toyota.  The customer will note the window sticker does not have a floor mat option listed, hence the customer was not charged for floor mats.   If the customer has continued concerns with the figures, we invite the customer back in and will be more than happy to further explain the buyer's order line by line.   

*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. ↩