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:02/17/2025

  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 October ******* ,my husband and I purchased a used 2019 ***** CRV from Courtesy of Toyota ..we were given an appointment to bring it back to get the headrest cover fix ,which we did .After receiving it we realize a creeking sound coming from the steering and it wasn't fully detailed so we called the sales representative and tells him exactly what we were experience he told us to bring it back in we comply ,few days after he called saying it's ready we can pick it up .I asked him what was causing the creeking sound he said he told me he don't know but the mechanic fix it .now I am experience the same problem I take back the vehicle to Toyota and their telling me it is the rackapinion and in order for them to fix it I would have to pay $4000 and more to get it done .We paid more than

  Business Response

  Date: 03/03/2025

  The situation has been resolved, and we consider this case closed. 

  Customer Answer

  Date: 03/03/2025

   
  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,
  
  Momrie *********-*****

• Initial Complaint

  Date:01/13/2025

  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.

  FRAUD: Car was brought in on 1/10/24 and dropped off for warrantee covered maintenance only. Name was signed on the signature line of the service paper approving only the warrantee work. Service advisor begins texting us asking about additional maintenance. He was told no, don't do the other stuff, only the warrantee covered stuff. They did the other work anyway despite being told not to over text. No electronic authorization or 4 point inspection was ever sent or received by either party. When we arrived at the dealership to dispute this, they claimed we approved it and showed us the signature. On that same quote/form, now showed handwritten in services that were not not previously on the quote and not approved. When handwritten amendments are made to a contract, initials or signatures next to those handwritten amendments are required. They did not have this evidence and refused to look at our evidence of us texting the service advisor telling him not to do the work. This is Fraud and is subject to legal action. Forced client to pay for the fraudulent work done on the car. Became extremely frantic/scared and kicked me out when I told waiting customers to check their bills because they may have unauthorized work done. I imagine because they were also getting scammed. The ****** reviews and BBB complaints about this business says everything you need to know.

  Business Response

  Date: 01/13/2025

  Refund has been issued, Courtesy Toyota considers this matter resolved. 

  Customer Answer

  Date: 01/13/2025

   
  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

  Date:01/13/2025

  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.

  1/10/25 - I arrived to the service department at 7am. I was met by ***** *********. He asked why I was there I said my service light is coming on and made appointment. I met him at his desk to review what was needed. He put my information in the system. He said I'm over ****** miles, so the recommended services for ****** miles is *********************** and Break Fluid Flush. I said you send me those via text to approve correct, he said yes. I said I'll approve what's needed in the text. He then went on to say today's service light was for a tire rotation. I thought when the light comes on it's for an oil change he explained they have it set for any services needed, I won't need oil until 40K miles. He said since it's under warranty right now before recommended services you'll owe $7, I figured taxes etc. He said sign here for the work and we'll text what we see is needed. I signed the form waited in the waiting room for my friend, he picked me up and I went home while they worked on my car. I got the text with the recommended services. I declined them however it still showed $693.13 amount due. I texted him back saying I'm declining and it's still showing $693, he said it's for the fuel injection and brake fluid services. I said I don't want that, he said sorry but it's already been done. He texts me the form I signed for my warranty work showing hand written estimates, saying I signed the form and now I have to pay. Those amounts were NEVER discussed with me, I didn't initial nor sign next to any of them. I signed the paper allowing for my warranty work with the condition of them texting me for recommended services. I met with mangers (RJ), customer relations ****** and they told me I pay or they put a lien on my title. I signed they did the work and I must pay. I didn't approve those charges I signed for warranty work, none of the $693 discussed, approved, initialed/signed for and now they made me pay $693 or I would have a lien on my title.

  Business Response

  Date: 01/13/2025

  refund has been issued. Courtesy Toyota considers this matter closed 

  Customer Answer

  Date: 01/15/2025

   
  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

  Date:09/26/2024

  Type:Billing 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 purchased 2025 Toyota Corolla with VIN # ***************** on 09/23/24 around 7PM. We returned the vehicle within 12 hours . Reason for the return , the sales associate mentioned that the car came with driver's side electric seat. The sales associate rushed us through the transaction process, did not even let me test drive the car. When we drove the car, the driver's side seat was not electric in the car that was given to us .On 09/24/24 at 10:00 AM, when I went to return the car due to that reason, I was given extremely horrible service and was told that I was not able to return the car even though , they have a 7 day return policy on their website. The only option I was given to trade in the car for a new one. The 2000 down payment that I made towards the car was not refunded. After that, they financed me new car 2025 toyota camry VIN # 4TIDAACK7SU049270 and did not adjust the $2000 down payment that was made in the previous car towards the new car. I am filing a complaint against Courtesy Toyota of Brandon located at *********************************************************** ***** for horrible customer service, lying to their customers and not refunding the $2000. I want my $2000 refunded.

  Business Response

  Date: 09/26/2024

  The initial deal that had the 2K as down payment was applied to the deal. This deal has funded with the lender. 
  

  We traded him out of the car he paid 23611 for and gave him 23500 for the trade. 

  The second deal had no money down from customer. This deal has nothing to do with the cash down paid on the first car. 

   

  Second vehicle was 6880 higher in price

  Second deal tax 1069.92 less

  Second deal amount financed 8472.83 higher

  8472.83 - 6880 = 1592.83 More paid

  1592.83 - 1069.92 = 522.91 This is the net difference between the two deals.

   

  There is no money owed to the customer because the down payment on the first vehicle was applied. 

  The buyer wanted to trade in the vehicle to get more options, so this is a second transaction separate from the first transactions. 

   

  Courtesy Toyota considers this matter resolved, and there is no money owed. 

   

   

• Initial Complaint

  Date:09/10/2024

  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.

  On 08/25/24 i bought a vehicle from Courtesy Toyota of Brandon. During the sale of the vehicle i was able to inspect the vehicle and let the dealership know of any issues i would like them to fix. There were three issues that needed attention. Paint chip on the front bumper, 2nd key and re-tint front two windows. They took care of the paint chips and 2nd key. When it came to the re-tint of the two front windows, they told me they did it and i found out that wasn't the case when i inspected the windows. The sales guy i was dealing with took the vehicle back to the tint **** and he was told they weren't going to re-tint the windows. Now i have a "WE OWE' work order signed by the manager and still they said no. This is unacceptable and needs to be corrected.

  Business Response

  Date: 09/11/2024

  Thank you for bringing this to our attention. I did confirm that the window tint was installed 03/22/2024 while it was in our loaner fleet. If there is a defect in the tint then replacing the tint on the defective window is not a problem at all.

  The WE-OWE provided does state we will "re-tint front two windows"

  There will be no alterations to the level of tint that we install, as the tint we use is within the legal standards for the state of *******, and we use the same tint for all of our vehicles.

  If there is something owed to you then obviously, we will ensure that we fulfill our obligation, however if the two windows that are currently tinted are simply not dark enough then we will not install darker tint. 

  The We-Owe to re-tint was provided based on the assumption that there is a defect in the tint, and not to re-tint darker than they currently are.

  At this time we consider this case resolved. 

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22264349
  
  I am rejecting this response because:

  I never requested darker tints. The tints on the front windows have air bubbles that in time will become bigger and the tint will start to separate from the window. I explained that to the sales person I was dealing with and his manager. Never did I mentioned I wanted darker tints. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/14/2024

  Courtesy Toyota has committed to re-tinting this guests front two windows to a FL legal darkness. 

  Customer Answer

  Date: 09/16/2024

   
  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

  Date:08/26/2024

  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.

  The end of last year I wad Cyber stalked for three months by a person. Kept master resetting. My phone. Still got hacked. Slowed my internet speeds and work remotely. Left **** thinking it was them abd have a 3 grand *** on credit report. My car got hacked and messed up my settings hooking up blue tooth and lower my speed I was so scared of wrecking. Turned blue tooth off. I went to Toyota they looked at me like I was crazy. They tried to charge me 275 to reset my car. I argued with them. They removed charges. When left my car still did not work properly. Like when I tried to make calls the wrong person would pull up. I asked if they were going to tell the manager and they didn't. So I go in to fill my gap insurance 2 months later still haven't got my check. They sent it to my old address . Supposedly was sent the 8th of this month and still haven't received. They say I have to wait 30 days.the 25th which is 3 days before call back. You get the run around when you call up there. I found out when filled paperwork they had a data breach and held fir ransonware. I was them ****** they did not notify me and if they would of listened to me last year. The hackers were testing certain customers before they shut down their systems and could of caught them. Then I find out it was my Toyota app that was hacked it wasn't my phone now I have over 3 grand on my credit report fro. ****. If Toyota wants a monthly payment they go after you and will take your car but because I canceled warranty they could care less getting you your money back. After the h*** I went through and I have bought 2 cars and my dad two trucks. I will never go to Toyota again horrible experience

  Business Response

  Date: 08/26/2024

  The complaints listed have nothing to do with the dealership. Courtesy Toyota considers this case null and would like it to be removed. The refund for gap does not come from the dealership, it comes from the gap company, and the hacking of their personal information has nothing to do with the dealership. 

• Initial Complaint

  Date:06/12/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:06/06/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:06/06/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:02/26/2024

  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.

  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

  Date: 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.