ComplaintsforCourtesy Toyota of Brandon

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  MY HUSBAND AND I PURCHASED A VEHICLE FROM *********************************** ON 04/29/24. A BRAND NEW 2024 TOYOTA TACOMA SPORT TRD. DAYS LATER WE SPOTTED A LAKE COMING FROM BEHIND THE **** BOARD. WE IMMEDIATELY CONTACTED OUR LOCAL TOYOTA DEALER LOCATED IN BRANDON, ** AND TO HAVE CHECKED OUT. OUR ADVISOR ****** REPORTED TO THE VENDER TO FIGURE OUT THE ISSUE SINCE IS A NEW VEHICLE NO BODY KNEW EXACTY WHAT WAS WRONG WITH THE VEHICLE UNTIL DAYS LATER WE RECEIVED A CALL FROM OUR TOYOTA ADVISOR STATING THAT IT WAS THE A/C EVAPORATOR BOX THAT IT WAS CHRACKED FROM MANUFACTOR AND THE PART NEEDED TO BE ORDER, *** THEREFORE NOW WE HAVE BEEN IN A LOANER CAR SINCE 05/18/24. NOW IT'S TIME TO BACK TO THE DEALERSHIP AND RESIGN THE LOANER CONTRACT SINCE THE *** ON THE PART HAVE BEEN CHANGED 3 TIMES NOW WITH A NEW DATE OF 06/21/24. WE DISCUSSED OUR DISCONTENT WITH THE ADVISOR AND HE RESPONDED THAT TOYOTA IS IN PRODUCTION FOR THESE NEW VEHICLES AND THAT VENDR WOULD NEED TO STOP THAT IN ORDER TO SUPPLY THE PART THAT IS NEEDED TO FIX OUR VEHICLE. WE WANT TO KNOW WHAT CAN WE DO ABOUT THIS ISSUE. WE FEEL THAT OUR VEHICLE HAS BEEN PUT ON THE BACK BURNER WHICH THEY WILL CONTINUE TO CHANGE THE *** AND BEFORE YOU KNOW IT WILL BE MONTHS BEFORE. WHAT ARE OUR RIGHTS REGARDING THIS ISSUE. I WOULD APPRECITE IF SOMEONE CAN CALL OR EMAIL ME ON THE *** STEPS OR SIMPLE CONTINUE TO WAIT. THANK YOU.

  Business response

  06/12/2024

  Courtesy Toyota has made every attempt to repair this guests vehicle in a timely manner. The manufacturer (Toyota) has a national backorder for the required part for this newly redesigned vehicle. Service & Parts management have been involved with follow up to Toyota with updates currently showing an ETA of 6/21/2024 for parts needed to complete the repair. Courtesy Toyota will continue to provide the very best service possible for this guests concerns and looks forward to continued communication with the guest. 

  Customer response

  06/22/2024

   
  Complaint: 21838280
  
  I am rejecting this response because: Per phone call that I made out to Toyota to talk to the advisor on June 22 of 2024 wanting an update since I never heard back after the last *** was going to be on June 21. The new update is that the *** has changed once again to July 1 of 2024. On the phone call, *** asked the advisor **** to give me a reasonable explanation to this delay and his response  is that Toyota is continuing to make new models, so therefore, my vehicle needs to wait and sit in the back burner until they decide to make the part that who knows how much longer it will take because its almost 2 months now and all they do is To provide a different ***. 
  

   

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

  Business response

  06/25/2024

  Courtesy Toyota is sorry for the guest frustration, however, the process of shipping the part is tied to Toyota ***************** not Courtesy Toyota. Courtesy Toyota would love to repair the guest vehicle in a timely manner but is waiting for the parts that ship from Toyota ********* and cannot perform any of the repairs needed until that time. We have advised the guest of any delays we received from Toyota ********* and let them know we will repair as soon as the parts needed are received.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my vehicle in for not starting my vehicle is still under warranty the shop never called my warranty to make a claim. They want me to pay $2000 for labor but when I called my warranty they Said they were never called by the service department and that they would cover all labor having to do with the card repair because it was still under warranty the shop placed a part into my vehicle from an engine they had laying around which is wrong to do because its a part coming out from a vehicle that was totaled and I doing know the condition that engine was in. The mechanic never called or made a video of the issue with my vehicle what the problem was from the beginning. They went ahead and put hands on replacing parts on me vehicle without reaching out to me for my decision.

  Business response

  06/07/2024

  The Courtesy Toyota service director has reached out to the guests extended warranty company. At this time, the service director obtained authorization from the guests extended warranty to continue service work necessary to repair this guests vehicle. 

  Customer response

  06/13/2024

   
  Complaint: 21811834
  
  I am rejecting this response because:
  I almost paid for services that were covered by my warranty that was $2,000 in total on top of that when I went to pick up my vehicle that was supposedly repaired it had more problems added to it . 
  Sincerely,
  
  *****************************

  Business response

  06/24/2024

  Courtesy Toyota understands that the guest wanted to reject our original response. Courtesy Toyota has made a good faith effort to repair this guests vehicle and resolve the concerns that were applicable to them. Courtesy Toyota believes this effort to be completed and considers this guests concerns resolved and the guest verified they are satisfied after the service work performed. Should this guest need any additional assistance, we encourage them to reach out to the contacts in management they have moving forward. 

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my vehicle from Courtesy Toyota in ** on March 10 of 2023 and during this I opted for an extended warranty through *********************** for Diamond Coverage, 72 months/90k miles. ********* fell through a few weeks after initial signing, and the dealership made me come back in to sign paperwork again in April '23. Signed everything again and everything appeared to be apples to apples to my previous contract, including my extended warranty. The warranty matches the mileage I had at the time of 2nd signing, but the date remained the same as 3/10/23 because they said they couldn't extend my warranty by a month since it was already in effect upon my first signing, so I said whatever and let it be.Cut to this week, I have a leaking water pump so I was hoping to get it covered under my warranty since I'm at 87k miles and it isn't due for replacement yet mileage-wise. I called *********************** (my warranty provider) and apparently Courtesy Toyota filed paperwork to cancel the warranty late April '23. The cancellation paperwork was received from the dealership on 4/25/2023 and the cancellation was processed on 4/26/2023. This makes no sense since I literally have our signed contract on hand showing that it is valid. If my contract was cancelled, there should have been a prorated check returned to apply to my loan's principal but I didn't receive anything. Colleagues suggest that the Courtesy Toyota dealership may have received the check and cashed it out themselves [WHICH WOULD BE FRAUD]. I wouldn't put it past them considering they canceled my warranty a year ago without my knowledge even though I paid for it and it should be effective. I have really received no meaningful help to resolve this from the GM.I'm not generally one to shame a company over a bad experience but when I spend $3400 on a warranty and the dealership cancels it without my knowledge AND keeps the money for themselves, that calls for them to be shamed for malpractice.

  Business response

  06/12/2024

  Courtesy Toyota would like to thank this guest for brining their concerns to us so that we were able to address and resolve them. The guest currently has a policy active on their vehicle that will address warrantable concerns. Courtesy Toyota has addressed this guests concerns and considers the guests concerns resolved at this time. Courtesy Toyota encourages this guest to reach out to us in the future with any additional concerns so that we may work with them to come to a positive conclusion.  

  Customer response

  06/13/2024

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

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in an accident with the dealership. Where they did my oil change and proceeded to leave and the hood blew up because of improper fastening. I went back was directed the Courtesy Toyota of Brandon bodyshop then directed me back to the Courtesy Toyota of Brandon car dealership for approval. The Courtesy Toyota of Brandon car dealership has proof video proof that the 2013 Toyota had no damage of the hood prior to the oil change.Before and after hood pictures

  Business response

  02/27/2024

  This guest's hood and windshield were damaged prior to the guest having service at our location. The guest had spoken with dealership management who informed them that we had video and photo evidence of the damage already on the guest's vehicle before services were performed. The guest's vehicle hood latch were held together with sheetrock screws, which the dealership does not use when repairing vehicles. Courtesy Toyota declined repairs as the damage was pre-existing. 

• Initial Complaint

  02/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of transaction 2/5/24 I was quoted $382.45 on the phone with the service representative, *****. I questioned the high price. He offered me 10% off. That would be a total of $343.80. When I checked out he told me it was $410.74 ! I questioned him, he said he had no control over added charges. ??? Shop supplies ec...He argued with me that he gave me $50 off. He padded up the bill. I just want people to be aware of this practice at this dealership. I want the overcharge of $66.94 returned to me.

  Business response

  02/07/2024

  Courtesy Toyota quoted a price to this guest before taxes and shop supplies were added, which was explained by the service representative. The guest paid their bill which included the standard fees we charge every guest that visits out dealership including taxes and shop fees. 

  Customer response

  02/08/2024

   
  Complaint: 21251335
  
  I am rejecting this response because: It was NOT explained by the representative at all to me! It was a phone conversation  in which it was NOT explained. Do you have a signature from me approving it prior to me paying the bill? NO, you don't. Furthermore, I never, ever approved that amount. He have the price without *************** fees.I paid my bill because your representative ***** began to argue with me, very unprofessional ***** felt threatened. I was on my lunch break from work and had to get back to work. I quickly handled the situation when I got home from work. You have lost a good customer. When it is time to upgrade to a new car, it definitely will not be from Brandon Toyota. 
  
  Sincerely,
  
  *********************

  Business response

  02/09/2024

  Courtesy Toyota did not quote a price including taxes and shop fees when replying to guests original call in request. The inspection was sent to the guest once the service advisor found their concern, with the guest called the advisor to discuss the bill and was offered a discount to which the guest agreed in order to complete the repair. The advisor quoted a discount of 10% originally but upped it to $50.00 flat discount off of the total bill. The guest signed their repair order, paid for their repair and took delivery of their vehicle. 

  Customer response

  02/13/2024

   
  Complaint: 21251335
  
  I am rejecting this response because:
  I did NOT approve this amount I was charged. There representative signed off on it. Thank you Better Business Bureau for trying to intervene and make things right. However, no one can put integrity in a company or person the lacks it. I have spoke to 2 so far, associates from this dealership that told me they are instructed to add on services and adjust prices so they make their goals and quotas. I will be taking this up with Toyota directly. Hopefully this dealership will be investigated. I require no further communication with this dealership. 
  
  *********************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was forces to get a Protection for my vehicle in orther to be able to purchase my vehicle. I Decline any exteded warrantices or any additional product they wanted to add not necesarry for the purchase. Dealer still added extended protection adding up to $ ******** I had to travel to the dealer 2X dealer is an hours away from me spoke to 4 deffrent manager and saleman do get it deletted . They avoided me had me wait more than 6 hours there to get not answer finally was able to speak to a warranty rep and he was able to help some. there is still one for ****** they refuse to cancel for me saying is mandatory and on the for is not mandatory. I need help getting my money this is fraud.

  Business response

  01/12/2024

  This guest did not submit the warranty cancellation request at the dealership. They submitted it to JM&A Group directly themselves per correspondence from our accounting team. 
  
  JM&A Group stipulates that If the exact contract number is not put on the form, it will not be cancelled (when submitted to JM&A Directly). The guest listed contract numbers on all requests, but not the dent contract number. 
  
  Courtesy's accounting department will use the request the guest provided to cancel the Dent contract on 1/12/2024, to the lienholder.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  no one returns your phone calls. Purchased a vehicle in January 2021 sales process was fine. However, I noticed break issues months after purchasing and brought it to their attention. However, Courtesy Toyota stated the week and brakes are totally normal even after a few months of purchasing a car, but new brakes were still needed. Horrible service.

  Business response

  09/26/2023

  Courtesy Toyota attempted contact with this guest to follow up. But the guest battery was not under warranty as it was outside of the 3 years or ***** miles gaurantee. The BBB case states that their brakes were bad as well, but were measured at 7mm front and 8mm rear when in for that concern last on January 31st 2022.

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a car in October 16, 2022. We also purchased an extended warranty to cover any problems with the vehicle post purchase. Well, we were ensured that the car had gone through rigorous diagnostics to ensure the vehicle was in good shape. Car purchased was a 2016 ***** Impala. Not even a week after driving the vehicle off of the lot, the car begin to slow down and we managed to drive it. On October 22, 2022, they told us they had to repair the Motor Mount. They kept the car until March 17, 2023 in which during this "Repair Time", we couldn't get people to give us a straight answer as to what they were doing, why the vehicle repair wasn't completed, where the vehicle was, who was responsible for it nor when it would be ready. There were repeated visits to the dealership dealing with the *** the service managers, service advisor, etc. We even asked them about just getting us into another car and them taking the hit because this was their fault. Although they provided a car to drive during this time, the vehicle purchased was kept from October - March. Finally, the finance manager stated that due to us having a warranty, wed have to let the warranty do its part instead of them trading out the vehicle. Fast forward now to Saturday, August 19, 2023, the same problem revealed itself again. The car slowed down in acceleration and I managed to slowly at 20 mph get the car to their dealership one evening. The next day, I was told that it was melted wires, although the problem that I experienced was the exact same as the previous times, I was told that the warranty wouldn't cover it and it would be roughly $690. Ok, we said, go ahead with the work. 2 days later, there wasn't a call made to us but just an email sent telling us that once the wires were done, they found other problems around the transmission that would now cost us an additional $2700 because the warranty didn't cover that. This vehicle was sold under false pretenses/ something shifty is going on w/repairs.

  Business response

  09/09/2023

  Courtesy Toyota has reviewed the guests vehicle however, the guests warranty does not cover the current concern. In lieu of the guests warranty coverage not covering the necessary repairs Courtesy has reached out to this guest in order to facilitate a trade. 

• Initial Complaint

  08/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 3rd I went to Courtesy Toyota of Brandon to get a regular Oil Change. This is a service that I have been doing there for the past 3 years, and after the warranty expired is been $60 for my service, and if I have any discount, they sent email it will lower the cost. The representative that took care of me ********************* calls me to tell me that I need to do a Oil Pan Gasket, which I ask him how much would that cost and he told me that I was looking at $60 (service with oil change) + $550 (Oil Pan Gasket) I then told him I have a 10% discount and if I could use the discount, which he say I could. I then agree to the service of $610 - 10% = $549 plus tax. After service was done, **** told me that everything was taken care of. I ask for me to apply my 10% and he said he already gave me the $60 for my coupon. I paid and leave the establishment. After I leave, I notice that the amount charged was $646.58, I then proceed to call **** and he start explaining the tire rotation and other stuff that I was not aware of charges. **** understanding and admitting that he did not tell me about those charges then offer me a tire rotation FREE next time. (That is a $25 charge as I just learned). I explain him that I wanted my money back on what I was not quoted. Today 8/8/23 I got a call from Service Manager ***************************** (Customer Relations) to let me know that no discount or refund will be done as the service was provided and I have this on my ticket. Also, that the $60 I saw in the bill was a courtesy credit and not my coupon, and that I they as a company dont have to give me those coupons. (Which I ask "Then why you send them?") He told me that neither him or *************************** (Service Manager) will give me a credit for the miss quote as I already received a service. My ask is for this company to refund the amount not quoted as I agree to the quote given by ****, and not to the final charge.

  Business response

  08/09/2023

  Courtesy Toyota does not quote pricing estimates with taxes and shop fees included. The guest was quoted a price and agreed to completing the work. Courtesy Toyota honored the guests coupon and took $60.00 off of the guests bill, that they paid for prior to picking their vehicle up. 

  Customer response

  08/10/2023

   
  Complaint: 20439797
  
  I am rejecting this response because:

  The employee quote me on $550 for the Oil Pan Gasket, and $60 on my oil change when I agree to do everything that was needed. Also the employee agree on the application of my 10% cupon to the $610 total, which it was never applied because the employee said that the $60 Toyota is now referring to, was my cupon, which then we find out it was not. The price agreed was $550 + $60 - 10% + tax. 

  
  The main problem is that Toyota is assuming a position of they did me a favor with the $60 off, when the reality is the price quote was $610 - 10%= $549 + taxes (7.5%) which is $590 and not the $640+ charge by Toyota never quoted until the job was already done.

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

  Business response

  08/15/2023

  Courtesy Toyota does not quote pricing estimates with taxes and shop fees included. The guest was quoted a price and agreed to completing the work. Courtesy Toyota honored the guests coupon and took $60.00 off of the guests bill, that they have already paid for. 

• Initial Complaint

  07/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The reason I am filing this complaint now rather than a year or two ago is because I was just made aware of the issue when I went to trade my current lease in to get a new one. Courtesy Toyota provided misinformation when I turned in my last lease (2019) which resulted in my account being sent to collections and ultimately being charged off affecting my credit. After I inquired with *********************, Sales Representative at Courtesy Toyota about receiving a bill from Southeast Toyota he advised me it was an error and he confirmed it was an error with Southeast Toyota and no payments were due. I received another bill 2 months later and called ****, he advised it was a scam and to do not pay the bill. He stressed again that I had no payments due, and it was fine. It was **** and Courtesy Toyotas' responsibility to make sure I was given accurate information, which they did not, they were more concerned with getting me in to another lease. In addition, with in the last 2 months while going through the process of getting into a new lease I have observed concerning and deceptive business practices when dealing with **** and his General Manager *****. These concerning practices range from misrepresenting the value of my current leased unit to changing multiple structures of the lease after we have verbally agreed on a structure. I feel like not only do they refuse to resolve the issue they caused with Southeast Credit and damage to my credit, but they are also trying to take advantage of the situation by changing what they verbally agreed to. I am asking for Courtesy Toyota to issue a written apology for the poor service and either pay the charged off amount of $896.10 or refund it back to me once I pay it, since it is currently damaging my credit, I am trying to either lease or buy another vehicle. They should also be responsible for repairing my credit. I would not do business or recommend anyone to do business with Courtesy Toyota after the experience I have had.

  Business response

  07/24/2023

  This guest came to Courtesy Toyota 7/7/23 to attempt to work out a deal on a new vehicle. The guest's financial concerns stem from not paying the lender the contracted rate on their last two payments. The guest was offered a deal by Courtesy Toyota to pay $500.00 a month with $500.00 down and Courtesy Toyota absorbing the overages, but the guest declined stating that they were working with Southeast Toyota Financial and they would get them to waive the final. The guest would need to reach out to Southeast Toyota to further resolve any concerns as they were the account holder/lien holder. Referred the guest to speak with their lienholder Southeast Toyota Finance. 

*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. ↩