Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/02/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AROUND 2021 MY WIFE AND I PURCHASED A RAV4. AT THE TIME OF **** BEAVER TOYOTA TOLD US THAT THE SECOND SET OF KEYS WERE NOT AVAILABLE AND THEY WOULD SUPPLY THEM AT A LATER DATE. I CONTACTED BEAVER TOYOTA 2 TIMES IN 12 MONTHS AFTER THE **** AND THEY STILL DID NOT HAVE EXTRA KEYS. AROUND MARCH OF THIS YEAR I CALLED THE PARTS DEPARTMENT AT BEAVER TOYOTA AND THEY INFORMED ME THAT THEY DID HAVE EXTRA KEYS BUT NEEDED THE ORGINAL ****S PERSON TO GIVE THEM A "WE OWE" NOTICE. I CONTACTED THE ****S DEPARTMENT AND THEY SAID THEY WOULD HAVE THE ORGINAL ****S PERSON CALL ME. I INFORMED THE ****S DEPARTMENT THAT I WOULD BE LEAVING FOR ****** IN 3 DAYS AND WOULD NOT BE BACK UNTIL SEPT. THEY INFORMED ME THAT HE WOULD CALL BEFORE THEN. I ALSO LEFT A MESSAGE ON THE ORGINAL **** PERSON. THE ORGINAL ****S PERSON DID NOT RETURN MY CALL. IN SEPT OF THIS YEAR I THEN CALLED BEAVER TOYOTA AGAIN AND ASKED TO SPEAK TO A MANAGER. I INFORMED THE MANAGER OF THE PROBLEM, HE INFORMED ME THAT ART WOULD CALL ME BACK. I HEARD NOTHING FROM EITHER THE MANAGER OR ART. I HAVE SINCE GONE BACK TO WORK IN ****** AND WILL NOT BE BACK TO ******* UNTIL MARCH 25.

  Business Response

  Date: 10/07/2024

  WE got the customer their 2nd key as their salesperson no longer works here. They are taken care of.

• Initial Complaint

  Date:07/29/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/26/24 we purchased a used vehicle from Beaver Toyota st. Augustine, ** despite constant request to take vehicle to a mechanic for review, we were not given the opportunity to do so.We have not given the down payment yet as bank wouldnt release a large transaction over the phone. I was lied to by sales person when he told me that we had 30 days to change our minds if a mechanical issue was discovered. I wrote that statement on the forms We signed but when I got home and reviewed the electronic documents; I discovered the document had been switched for one that omitted the statement.

  Customer Answer

  Date: 07/30/2024

  I have since received a call from  general manager *******?. He was helpful and seemed to understand my outrage with the common practice of withholding customer access to the actual financial documents. The practice of only allowing customer to sign document last pages electronically. In my opinion that common practice should be illegal. 
  I was given the opportunity to take the vehicle to our own mechanic at which time We were give a positive report.
  Our sales person, ******* was better than most in spite of the fact that he did not provide a financial breakdown for us to peruse.
  Upon returning to the dealership yesterday and after my conversation with *******; we were told that the car would be detailed for us and the windshield would be repaired.Thank you for your help with this matter.
  
  **************************;

   

   

  Customer Answer

  Date: 07/30/2024

  I have since received a call from  general manager *******?. He was helpful and seemed to understand my outrage with the common practice of withholding customer access to the actual financial documents. The practice of only allowing customer to sign document last pages electronically. In my opinion that common practice should be illegal. 
  I was given the opportunity to take the vehicle to our own mechanic at which time We were give a positive report.
  Our sales person, ******* was better than most in spite of the fact that he did not provide a financial breakdown for us to peruse.
  Upon returning to the dealership yesterday and after my conversation with *******; we were told that the car would be detailed for us and the windshield would be repaired.Thank you for your help with this matter.
  
  **************************;

   

   

• Initial Complaint

  Date:07/03/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Beaver Toyota shows documents on a tabletop video screen for signature there. It can be enlarged to show only the signature portion, thus one has to trust the word of the operator as to what is being signed. At 91 years of age, I have taken folks' word without incident.... before this. Salesperson ***** *** had a form showing $20,000 cost, plus trade-in, total: $26,800. The finance officer said it was a copy of the agreement but showed only the signature portion. I signed with my wife there to testify all transactions. . Disagreements follow: Tire and Wheel Service, is part of the sticker price adds $999, Trade-in of $6800 now $6500, $300 less. Gave a Toyota Rep. a check for registration but another $319 plus $84.35 is shown for the same thing?? Charge of $2267 for power train coverage marked NO Charge, "NC." on the sticker. No word of cost despite duplicity. No cost mentioned for 3 oill changes added at $1995, Charge shown, $319.99 sales tax for the $2267 and 1995. Rebate changed from ***** ****' calculations from $1000 to $500. Wanted to pay off $10,000 minus 6 months' payments but the payoff was over $16.000 due to hidden extras. Then the deceit was noticed. I had asked for paperwork and were given only a thumb drive. t We also properly seek the interest charges for at least 6 months for the extra overcharges noted above., ******* ****** had said they would correct the improprieties including the payment for a battery put into the trade-in car We did receive a check for the battery At that time we were asked to sign cancellation papers for the payment plan, which turned out to be only a prorated cancellation of the power train and oil change coverages. Contrary to his earlier promises for compensation, ******* now has claimed Toyota would do nothing more to compensate us for their obvious deception.. In all our car and home buying experience, we have never been so deceived and manipulated. Beware of these practices by Beaver Toyota.

  Business Response

  Date: 07/17/2024

  This complaint has been resolved between our GM and *** ***********. 

  Customer Answer

  Date: 07/17/2024

  Today I received a call from the sales manager. He did not give a proper response. After much discussion he did say they sent checks to be to satisfy my claims. Only one check for $219 was received. Much more is in question.

  Customer Answer

  Date: 07/26/2024

  Beaver Toyota has satisfied my complaints.

  Customer Answer

  Date: 07/31/2024

  Beaver Toyota, **** ****** has satisfied all of my complaints.

  Thank You for your assistance,

  *** *

• Initial Complaint

  Date:05/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document

  Business Response

  Date: 05/17/2024

  I spoke with *** ******** and between Toyota and Beaver, we paid for another year of his
  free subscriptions.  I feel he is happy now.
  

  
  

  Customer Answer

  Date: 05/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  Date:03/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HORRIBLE PLACE! In November of 2022 my husband and I purchased a 2020 Ford Expedition from this dealership. For starters it was a hassle to get the 2nd key fob the was promised to us after pushing the blame off onto their GA store. After many attempts, we FINALLY got it. There has been constant mechanical issues with this vehicle. The first time we brought it in was February 2023, just 3 months after purchasing. Due to the distance we started using a dealership closer to us. We have taken this vehicle in to be repaired several times. July 2023 we took it in twice lasting into August (after it broke down on us during a road trip), November 2023 it was in twice (once for 3.5 weeks), January (for a little over a month) ALL to do with transmission issues. Come to find out this vehicle had some transmission concerns notated from their Ga. store that we were NOT informed of! Now as of February 2024 (we still don't have the vehicle back) it is in the shop due to a module (over $500 due to not being covered under warranty). Driving down the road we start losing power to everything... window controls, AC/Heater whichever is on at that moment turns off, no controls on my dash work (volume, temp controls, fan speed, etc.), my airbags TURN OFF, Blind Spot System Fault, cross traffic System Fault and airbag warning lights pop up on my dash, along with pages of other communication failures (Powertrain being one of them) have been printed out by the dealership that also came up when this happened. This vehicle is completely UNSAFE to drive and it's our "FAMILY" vehicle to transport CHILDREN. The Sales GM asked for the proof of visits. So, I sent it to him and now he won't return our calls. I've also reached out to the the GM of the store (which is above the Sales GM) with no response what so ever! I would never recommend this place to anyone! We just want a refund so we can go somewhere else to get something reliable instead of a safety hazard!

  Business Response

  Date: 03/19/2024

   We offered to trade her out, she didn’t like the numbers even though they were very aggressive, or refund her the $800 of out pocket repairs as all other repairs have been done under warranty. She said both offers were insulting but those were our best and final offers which we are under no obligation to do.

   

  Regards,

  Customer Answer

  Date: 03/19/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: the offer of the trade in was completely unrealistic. We can’t even afford the monthly payments on the vehicle that was offered and that was explained. It is out of our price range, by FAR! Going up in payments monthly to something unaffordable for us is not even an option. If it’s something we can not do then it’s as good as no offer at all. I also responded via email about these so called “offers” and here we are again, I’m not getting any response back. The only ones that have been aggressive are the employees of this place. I just mentioned a lawyer then they say “if you mention lawyer again we aren’t going to help you out”. Then they want to argue the fact that none of my repairs under warranty have been transmission related. When in fact ALL repairs under warranty have been transmission related. So, it’s funny how they get on BBB to respond with saying these repairs were done under warranty after coming back to me saying that NONE have been transmission related. After all the hassle, back and forth, aggravation, frustration, tears and time invested in all these problems and repairs I do believe is worth more than what was offered. Especially, when one of the 2 of your “offers” isn’t even an option for us financially and accepting the $800 refund was the only option given that we could even realistically accepted. To then be told if you decide to keep the vehicle (like we have an option) and accept the $800 any repairs in the future will be on us. This is not a real and true attempt to fix this any of this. This was also AFTER $500 was offered. THAT is when I called it an insult. But, I’m STILL waiting on a response from a week ago…. 

  Regards,

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

  Business Response

  Date: 04/02/2024

  She accepted the $800.00 and we sent her a check

  Customer Answer

  Date: 04/15/2024

  Accepting the $800 check labeled “Consumer Satisfaction” was our only realistic option we could take. As we believe we deserve atleast the refund from money dished out on a vehicle within the first year of having it. It still is very dissatisfying to see how this company treats people. “Consumer Satisfaction” it’s more like hush money. They send you a check to get you to shut up and leave them alone. I wouldn’t recommend this place to anyone. 

• Initial Complaint

  Date:01/02/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i had to pay 700 dollars for running boards and installation,,i was told that this would be done at the time of detailing,it was not done,,i asked for my money back,i was lied to ,,HORRIBLE PEOPLE scammers,liers, so now they have 700 dollars that belong to me,,that i will never get back, they stile my money at Christmas time,what lousy humans, THEY will have to deal with KARMA

  Business Response

  Date: 01/02/2024

  This customer has been told repeatedly that the car deal has to fund through the bank

  before we can give him the $700.00 that he borrowed from the ***** As soon as it is funded

  we will be happy to give him the check. We have no need for the $700.00.

  Customer Answer

  Date: 01/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  Date:03/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I traded in a car for a truck and within less than 24 hrs I brought it back letting them know that the truck was too small for my needs. They did not have any other truck that fit my needs so I told them I didn’t need the truck and wanted my car back. They refused to give me my car back and said they already sold it in less than 20 hrs? This is unethical and shady and horrible business service. Buyers beware

  Business Response

  Date: 03/20/2023

  
  Sent: Monday, March 20, 2023 12:23 PM
  
  Subject: Re: BBB Complaint Final Notice

   

  The customer was well aware he purchased a vehicle and competed all necessary paperwork to include financing before taking delivery. We have let him know that there is no cooling off period and the vehicle has been financed, titled and registered. We are working with him to trade in the vehicle but we do not have exactly what he wants at this time.

  Customer Answer

  Date: 03/28/2023

   I was never contacted and the car was not title and clear hours after purchasing. They waited to do so and refused to return my car after hours of leaving. This company is a scam and horrible customer service. No follow up and refused to do business. I figured pretty much that you won’t do anything. *** ***** **** ******** *** ****** *** ***** ***** ********* *** I have bought 10 cars just this year and know how this game works . I will do everything in my power to let everyone know what scam artist toyota is

   Complaint: ********

  I am rejecting this response because:

  Regards,

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

• Initial Complaint

  Date:08/04/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/19 I went to beaver Toyota to finalize a lease buyout, due to the requirements in Florida. I knew I was in trouble when they sent me to sales instead of financing. I expected to pay the total lease buyout that was presented by the company that held my lease (plus taxes), but when I arrived not only did they force me to have a van inspection (which their company is not qualified to provide), but they proceeded to add a “pre delivery fee” and doc fee. These fees add over 1000 dollars to my lease buy out contract. Fees that were not disclosed in the buyout agreement. Also, to make matters worse, they failed to fully pay down the lease. They paid 13044 EVEN Though I had the proper total on the documents that i signed on the 19th. I still have a lien on the van that beaver was supposed to finalize the lease buyout. I would like a refund of the difference between the amount paid by Toyota to the holder of the lease and what was shown on my paperwork, a refund of the so called pre delivery fee of 999$, and refund of the 98$ service charge.

  Business Response

  Date: 08/19/2022

  From: ***** **** <**********************>

  Sent: Friday, August 19, 2022 9:54 AM
  To: **** <*****************>
  Cc: **** ******* <*********************>
  Subject: ******* *******

   

  ******* *******
  *** ***** **** **
  St Augustine, FL 32095
  Daytime Phone: (**** ********
  E-mail: *********************

   

  THE CUSTOMER ******* ******* WAS GIVEN A REFUND OF $695.00

   

  ***** ****

  CR leader

  Beaver Toyota of St. Augustine

  **** ** *** * ** *** ********** **. *****

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

  Main ************ **** ***

• Initial Complaint

  Date:05/25/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5-24-2022 I was cleaning my house when my mom came in and told me someone was here saying they was here about the rav. So my mom said ohh hang on one minute when he tells her no and jumps in the car and takes off with a white truck that dropped him off . So then I called up there to find out what is going on and I get told they don’t know because it’s showing I’m all good to go for a month. Then I get a call from a man named Scott tells me how he feels like I’m trying to avoid him and I asked how? He said I called you and you never called back. So I asked if he left a message he said no. So then I said well how would I know to call back if you don’t leave a message saying anything. Then he just saying well the bill needs to be pain and I said ok well submit them to the insurance company so you can get paid. He said no that is your job to take care of us getting paid. Then he goes on to say that he is keeping my truck till the bill is paid. So I said I don’t understand how you can keep my truck and he said I will put a mechanical lien on it and sell it for the amount of the bill and I said what that’s crazy and how when the rental and my truck are two different things. He said no because you got the rental for us to work on your truck and I said that is a lie because The day I pulled up with my truck I said I needed to Reno because my truck is leaking oil and I cannot drive it no more when Steve asked me what was going on is When I told him about the accident and he told me don’t worry about it will handle your insurance claim for you sorry it happened we’re here to help you as much as we can never one time did we say anything about y’all fixing it and y’all also told the Insurance company y’all can’t fix it because y’all don’t do the kinda repairs it needs. So I’m not understanding how he is holding my keys and will not let me get my truck on top of I have to miss my kids Doctor appointment because I have no way to get them there and I had jobs I had to go today

  Business Response

  Date: 06/01/2022

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

  ***** ***** *

       The customer ****** ******t brought her vehicle in for a service appointment and at the same time 

  rented a vehicle. I am forwarding the service bill. She said she was turning damage over to the insurance

  company that was done by running over a semi tire. Unfortunately, she didn't have rental on her insurance

  and she refuses to pay her bill. The insurance company will not pay for the damages. We are going to

  put a lien on her vehicle. Our service Manager Scott Boito will be glad to speak with her.

   

  ***** **** ** ****** ****** ****** ** *** ********* **** ** *** * ** *** ********** *** ****6

  [email protected]

  Main 904-797-8800 ext. 225

  Business Response

  Date: 06/02/2022

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

  ***** *****

   

       ****** ******* is here at my desk and we have resolved the issue. All is fine now.

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

• Initial Complaint

  Date:05/16/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  4/16/2022 Purchased date. $2,787 total costing. 2017 FORD FOCUS $2,200 warranty, I had added to my loan just to cover us buying a car from Beaver. Not even a full month after purchase date issues Beaver claims to have repaired, were not. Out of my pocket to fix the issues was $458 the warranty covered the other $3,269.60 Attached receipts will be Beaver Toyota of St Augustine showing they paid to have fixed. Beaver was aware of the issues and reports show they repaired. Yet, Bozard Ford of St Augustine will show they repaired the botched job. Rental out of pocket while waiting for approval from warranty company $49. Rental out of pocket the day of purchasing a car. $80 for 3 days til the car was ready. I mention the day of driving it off the lot Monday some concerns. Bring the vehicle back re-checks alignment and tire pressure. I was then told the car is going to drive like that because it's been sitting a while says the car sales man Bobby Harvey. So I purchase Seafoam to put in the gas since it's been sitting a while solves nothing, I returned 5 times within a two week period of signing off on the paperwork the sales man claims: I just don't like the way FORD FOCUS drives. If accelerating & braking is normal then I'm crazy, please help.. Botched repairs isn't safe & someone could've gotten hurt. Receipts show they repaired the motor mount; and fixed the oil leak but, I just paid $485 to repair the oil leak and front right motor mount. Beaver couldn't replicate the accelerating issues and braking Bozard Ford figured it out clutch plate in transmission needed replaced.

  Business Response

  Date: 06/01/2022

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

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

   

  WE ARE PAYING FOR THE SERVICE BILL BALANCE OF 485.91.

   

   

  ***** ****

  CR leader

  Beaver Toyota of St. Augustine

  2995 US HWY 1 S. St. Augustine, FL. 32086

  [email protected]

  Main 904-797-8800 ext. 225

  Customer Answer

  Date: 06/01/2022

  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. 

  Regards,

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