ComplaintsforCourtesy Toyota of Brandon

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company took advantage of me when they saw where my income comes from. I traded in a 2015 Toyota Corolla with ****** miles and was offered $8,800 with a 5.5 internet rate by *****. He kept me at the dealership for hours. I agreed to the trade and percentage rate. I left the company with a new car and once I got home I realized that I was not given copies of my required financial documents. I called the next day. I also wrote the manager because the entire transaction was bizarre to me until I finally got the financial documents. They gave me an interest rate of almost 13% on a new car. They also stole my trade in because they offered me $8,800 and the documents say that they paid $5000 for a nice car with only ***** miles. I would have said no way so ******* in financing lied to my face about what I was signing because he omitted information that would have made me back off the purchase. I think that these people should be arrested. I'm owed some money and I want it plus the misery caused needs to be made whole.

  Business response

  01/04/2023

  Courtesy Toyota considers this concern resolved as the customer signed all documentation and was disclosed rates and figures before leaving the finance office. The customer took delivery of the vehicle and the deal is funded. 

• Initial Complaint

  11/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We ************* and both of our vehicles to hurricane ***. We had to travel to ***** to try to secure a vehicle for our family because there were none in Southwest ******* that were not damaged. Upon arriving at the dealership we wanted to see the expedition they had listed for $22,000. We did a test drive and told them we would like to purchase it. The salesperson insured us that everything was in working order and in immaculate condition. The salesperson came back with an estimate for us and increase the price by $5,000 and also added $5,000 in fees. One of the fees they added was $1,500 for an inspection that had been done to ensure the vehicle was in perfect condition. We showed them the price they had listed on their website and they argued with us telling us it was not right but then agreed to lower it. We go through and purchase the vehicle. On the way home from *****, we get stopped by an officer because the tent is illegally dark. It's a verbal warning that is given because we let them know that we just purchased the car. We tried to use the *** port in the car and it is not working. The next day I go out to the car to try to see what's going on with the *** port and I noticed that both seats are zip tied on with broken pieces on both sides. Upon trying to lower the driver side window, it stopped working. We turned on the car and drove to the store and the electronic screen that controls the car turned on and off. We immediately contacted the dealer and let them know that we would like to return the car and get something else or just get our money back. At this point it had been less than 12 hours that we purchase this vehicle.The dealer said they would fix everything. They had the car for a week and we picked it up and everything they fixed has already broken again so they didn't actually fix it. The ** said they would make a new deal on a new car for us, but is now not returning our calls. He also admitted that they never did an inspection on the it.

  Business response

  11/23/2022

  Courtesy Toyota is currently actively engaged with the customer to resolve the issue. 

  Customer response

  11/25/2022

   
  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.
  The company has fully resolved the issue completely, and I am highly satisfied with the result. 
  Sincerely,
  
  ***********************

• Initial Complaint

  10/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  date of transaction 10/22/22. I visited the dealer late at night right before closing. They forced me to sing papers and advice if i changed my mind I could come back. The next day I return because I did not want the car. They said they don't have buyers remorse and refused to take the car. I left it at the dealer and call the back but the funded the deal. I spoke to corporate and none assisted me. They deliver the car after I had left it at the dealer. Everything happened within a few hours apart

  Business response

  10/25/2022

  We have been working with Mrs ** since 10/13 selecting cars, customer came in and wanted to buy a car with $0 down and be around $350 a month
  We have sent Mrs. ** multiple vehicle to chose from that will fit the budget criteria
  Mr. ** came in to check and test drive the sold vehicle prior to Mrs. ** arrival, he liked the car and asked us to proceed
  ******************* came in and inspected the vehicle and loved it.
  Dealer gave Mrs. ** $1600 discount to get to the $350 payment she wanted to be at.  She was very happy with the news
  Mrs. ** came in on 10/21 after work per her request and signed all documents and contracts and took delivery
  Per the contract she signed, there is no cooling off period 
  Also, The deal is funded by the bank
  All of the above is recorded and saved in customer file for review at any time

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  06/23/2022 is when I purchased a 2015 Pre-Owned Dodge Journey. The vehicle had after-market or low profile tires. Meaning the previous owner took out the original manufacturer tires and installed custom tires. The tires are very low and can not withstand any type of pothole or any dips and cracks on the road. For peace of mind, the dealership also sold me a warranty specifically for the tires. The warranty company is called **************************. Two tires blew in July, roughly about a month after the purchase, and believed that I was not going to have an issue getting the tires fixed. First, the dealership did not even have the tire size. Second, the warranty told me to go to any tire shop that is willing to accept their warranty. Third, nobody that accepted the warranty had that tire size. The only company that had the tire size was a custom wheel company called Rent-a-wheel which did not acccept my warranty. I asked for assistance with my warranty and they told me that the dealership should never have sold me the car with the custom low profile tires. They also stated that their warranty was designed to cover only the original tires on the vehicle. So now I got a car with tires that nobody have and a warranty that is useless. I ended up spending a little over $1,500 at rent a wheel to get two tires. Today is 10/8/2022 and nobody at the dealership seems to care. I now have another flat tire that I am now refusing to fix because I have to pay out of pocket. I am hoping to get four original tires on the vehicle and to get my $1,500 that I spent in July.

  Business response

  10/10/2022

  Thank you for allowing Courtesy Toyota to provide you with your new vehicle. We are sorry to hear about the issues you have been having with your tire and wheel warranty. We try our best to ensure that every vehicle we sell is tested for safety prior to delivery. Based off of your concerns we are sending over the cancellation form to have the policy removed. Thank you for your patience regarding this matter and we look forward to serving you in the future. 

  Customer response

  10/10/2022

   
  Complaint: 18186989
  
  I am rejecting this response because: I have a loan that contains the warranty price included. Just voiding the warranty leaves me in the same situation but worse. I now would have no warranty and flat tires. The correct tires should be put on the vehicle so that I can continue to use the warranty that I am paying for.
  
  Sincerely,
  
  Phaniel Esteril

  Business response

  10/12/2022

  Courtesy has offered to assist with the refund of the Tire and Wheel package that the customer perceives as valueless. At this time the customer has declined to move forward with that option, and Courtesy Toyota considers this case resolved.

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came to the service to change the front brake pads. It was long wait, but ok. my adviser warned me that they can make noise, when only at first and when it's wet. the noise didn't stop weeks have passed. I called the service and they told me to come for a check. I arrived there was the same adviser, he said that we should drive so that he would listen from where the sound comes out. He heard the noise, he convinced me that the noise comes from the rear pads, and that they need to be changed I replaced them too but the noise didn't go away.. I called many times and asked to speak to the manager, but no one called me back. * persistently called and finally I managed to talk to the manager ***** he made an apoitment for me. I was met by the same adviser, absolutely not friendly. I waited two hours while checking the brake pads. the mechanic came out and asked me to take a ride with him to listen where the noise was coming from, unfortunately there was no noise at that moment. after checking, an adviser approached me. I explained to him that if there is no noise now, this does not mean that it does not exist at all. but he didnt want to listen to me at all and led me to a girl who called herself a manager, turned around and left and didnt want to listen to me anymore. she told me that she would give me a car and leave my car there until it was checked, but a week had already passed and no one called me. and so a couple of months went by. no one wants to help me no one is responsible for their work, the service is terrible, I wait for 2-3.5 hours and still the problem is not solved. I'm wasting my time and gas. I don't live close, I work full time every day, I hope you can help. thank you ps I would like them to repair or if they cant to refund money. I dont want keep wasting my time, keep going there for nothing

  Business response

  09/23/2022

  Thank you for bringing this to our attention.  At Courtesy Toyota of Brandon, our goal is to provide an excellent guest experience with each visit so it is disappointing to hear when we have let down a customer.  We have reached out to our customer and provided a couple options for resolution.  One option was to put Lexus factory parts on the car and use the money she already spent as partial payment. We would cover the remaining balance, and the second was to simply allow us to refund her the money she spent. Our customer elected to have the refund.  We will be mailing the refund to the customer this week.  

  Customer response

  09/23/2022

   
  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.  I would like to wait until I get paid 
  
  Sincerely,
  
  *******************************

  Customer response

  10/13/2022

   
  Complaint: 18059714
  
  I am rejecting this response because:

   

  whom it may concern! does not fulfill   what was discussed, the check was not sent and still has not been received.

   

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

  Business response

  10/14/2022

  The check was mailed 10/4/2022 to the address we have on file. We are verifying whether the monies have been taken out before re-processing a new check. 

• Initial Complaint

  07/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have bought a 2021 Toyota Corolla from Courtesy Toyota 6/10/2021 and I had transmission issues 3 times. The first time my car needed a new transmission (still under warranty), courtesy Toyota obtained a rental car for me from Hertz and are supposed to pay for the rental. I have received an invoice from Hertz, so I called them to tell them that Courtesy Toyota was supposed to pay for, and they said the invoice was sent to them 2 months ago and haven't received payment and we are sending it to you (me). I called the Service manager (Kevin) and left a message and sent a screenshot to his phone and no response. Today I received a collection notice demanding payments in 10 days. I called Courtesy Toyota back again and left a voice mail for the Service Dept Manager JR, no response. Need to get this resolved... Frustrating. ****** ****** (XXX) XXX-XXXX

  Business response

  08/05/2022

  Business Response /* (1000, 5, 2022/07/19) */ Courtesy Toyota has received the billing and has requested Hertz forward the bill to us. We will remain in contact with the guest affected.

• Initial Complaint

  07/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased a 21 4runner last year. I cancelled the extended warranty as was my right, it with the expectation of a refund but this has not happened, the finance manager doesnt even reply to my numerous email asking for confirmation of cancellation. when I call , no one answers the phone. this is my 4th Toyota purchase but my 1st at Courtesy, definitely my last time.

  Business response

  07/27/2022

  Business Response /* (1000, 5, 2022/07/12) */ Thank you for reaching out to Courtesy Toyota. We believe the guest the concerns may have been due to the bank receiving the refund for the financed products on the loan. Sending receipts to the guest per their request to confirm the monies were returned/taken off of the loan amount.

• Initial Complaint

  07/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sales person Michael B**** was very attentive in helping and guiding me to the direction. I saw the vehicle I like and was suggested to go to my Suncoast Federal Credit Union. He quested $500 down, my bank was not working at the time so my sister ***** ******** gave him $500 in cash and if this did not work in my bank I will receive a full refund. I went to my bank and the was going to pay over $700 a month which I cannot afford. I called the same day May 27,2022 to please cancel my request and to refund my money. Mr B**** said no problem. I waited and waited numerous messages to him in ref to status with no response. About 3 weeks later he calls me to congratulate me my new car arrived. I said no your mistaken, I spoke to you the monthly payments were to high and I will receive my refund. His reply it was his mistake and will take care if it. A couple of days later Mr B**** called to let know that he didn't forget about my $500 refund and that I he didn't want to give me the impression that he didn't care. I called to speak to finance manager with no reply yesterday and today I left another message for Mr B**** on status of check. I'm still waiting a return call to finance manager. All I want is my money back now PLEASE Thank you ***** **** XXX-XXX-XXXX

  Business response

  07/27/2022

  Business Response /* (1000, 5, 2022/07/13) */ Thank you for the opportunity to respond. We have confirmed the check was mailed on 7/5/22 and deposited on 7/13/22. We apologize for the delay and hope this helps resolve your concern.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was lied to about a warranty claim that I made on my Tacoma. I came in for routine service and started the claim process on a Saturday. I was told that the fix was approved that day and they would call me Monday to get the repair scheduled. No call was made. A few months later, I came back in for service and found that all of my information was changed (different phone number and address). This would explain why I was getting calls about cars I don't own. I was told that they called me and got no response. The part was ready, or so I was told. I scheduled an appointment to get it done on my next day off. After 2 hours in the shop, I got a call saying that it was not approved. So now I've wasted time off for service that couldn't be done. A few months later at my next service appointment, I asked for a managed to take a look at it again. This time they sent JR R. over. He insisted on getting defensive with me over the way I was being treated. Even after he said he'd help, he instead lied to me and said that TOYOTA doesn't cover the part rather than tell me that they never submitted the claim. Instead I had to reach out to Toyota Corporate to find out that it was never even submitted. After 3 times of contacting the dealership, I have not been able to get ahold of anyone to get an answer as to why I was lied to. I was given a call by Nate, the customer satisfaction manager for the dealership (calls to Zack K****, General Manger, go straight to voice mail). When I explained the issues to him, I was simply told that he is new along with the service director and service managers. At this point, I was willing to give him benefit of the doubt. However, when the conversation turned to possible resolutions, I was met with nothing but more excuses.

  Business response

  06/27/2022

  Business Response /* (1000, 5, 2022/06/24) */ Courtesy Toyota opened a goodwill claim with Toyota due to the customers issue not being authorized by Toyota for a warranty claim. The steering wheel was ordered promptly and installed at the customers convenience. Consumer Response /* (2000, 7, 2022/06/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) The steering wheel was finally replaced. I was glad that the dealership finally owned up to their mistake and was able to address it. I would have wished that they didn't make as many excuses, but once I had the right people on my side, it was fixed.

• Initial Complaint

  05/29/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 5/5/22 I purchased a used 2021 Audi S4 from Courtsey Toyota located at 9210 E. Adamo Dr Tampa. I traded a 2020 BMW X5 to purchase this 2021 Audi. This transaction resulted in a cash back amount due to me of $3982.15. The finance manager stated that I'll receive my check within 10 business days. It is now 5/29/22 and I have not recevied the check and I have called repeatedly and have been unsucessful in getting anyone to answer the phone. I left messages for the finance person who did the paperword to call me back. To date, I have not received a response.

  Business response

  06/02/2022

  Business Response /* (1000, 5, 2022/05/31) */ Contact Name and Title: *********** Guest Exp Contact Phone: XXX-XXX-XXXX Contact Email: *********************** To whom it may concern, we did review the request and are having a check expedited to be cut within the next 48 hours and overnighted the the address on record. This has been relayed to the guest. Consumer Response /* (2000, 7, 2022/05/31) */ Dealership has reached out to me by phone and email. They provided tracking information for the check they sent today via Fed Ex. tracking #XXXX XXXX XXXX

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