ComplaintsforCourtesy Toyota of Brandon

• Initial Complaint

  05/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was involved in a serious car accident and was almost paralyzed. My car was totaled, I was in a neck brace and walking with a walker which was hard enough roaming a car lot. Well I purchased a car from Toyota of Brandon. I put $11,000 down on the car. The next day in the day light I see the the driver side door does not line up, the driver window is not raising well, the sunroof liner appears to have water damage, and some other issues. Mainly driver side. They have me bring the car back, they look over it and tell me there is a sticker underneath the door for a body shop. They realize the car had been in an accident. They sold me the car as it had no accidents. I had the car for 3 days they took the car back and said they couldn't let me keep it that I have to get something else but refuse to give me my $11,000 back. They say that $11,000 was for "that deal." This is not ok. So I didn't have a car and they took my $11,000. They said because it was financed for 1 day they couldn't refund the money that makes no sense. I can not understand how they think it is right? They took the car, I had it for 3 days, and kept my $11,000 and won't give it back. All because they say the $11,000 was for "that deal" and they can't refund me the money because the car got financed so quick and that if it hadn't gotten finance they would have given it back. Still the loan was canceled because I no longer had the car. So again where is my $11,000 refund?

  Business response

  06/13/2022

  Business Response /* (1000, 5, 2022/05/20) */ Courtesy Toyota has spoken with this customer. They traded in a vehicle after a short period of time and the down payment from the first deal was rolled in to the new deal including full trade allowance provided.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Today i spoke with New car Manager David L. ( Tel # 813-639-8045) about a Purchase we made with the dealer. Explained i need it a Purchase sale agreement that was not included with our paperwork, after he (with an attitude) went through all my paperwork, again with a attitude said, who is asking you for this paperwork and i replay, my son that is a GM for a dialer and before i talk to my attorney i need this info, he then said, DO ME A FAVOR, TELL YOU ATTORNEY TO CONTACT OUR LEGAL DEPARTMENT AND SUE US. What bad experience i am having with this people. what David dosen't know is that its illegal to refuse to provide this information to a customer and he made a mistake there, instead of diffusing he made the professional decision to transfer me to legal. What kind of manager this company have that instead of fixing an issue tell there customer to sue them. wE has customers have the rights to request the purchase sale agreement that they are refusing to provide us also they sold us a package call superior car protection with the understanding that this policy will fix anything inside the vehicle and outside As well and when we call the company today they said the dialer lied to us, that they only cover crashes outside the vehicle. This is horrible, we have a sale man lying to us to make more commotion and a horrible New sale Manager that recommended for us to file a law sue again the dialer. I will contact channel 13 to provide this horrible information also will provide this information to the bbb. This Horrible New car Manager tel # is 813-639-8045 and the GM tel # is Zack ************

  Business response

  05/31/2022

  Business Response /* (1000, 5, 2022/05/12) */ I spoke with Mr ********* and provided the information he requested.

• Initial Complaint

  03/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On approximately 02/21/22 PROS Certified Sales Consultant - Roody J. of Courtesy Toyota of Brandon located at **************** Tampa, FL 33619 showed me a Gray 2017 Toyota Rav 4 under the false presumption that I the consumer would be able to "change cars" due to electrical problems with the Blue 2018 Toyota Rav 4 sold to me on 02/08/22. After showing me the 2017 Gray Toyota Rav 4 in the dealership parking lot, I then was allowed to sit in the car and test drive the vehicle for 3-5 mins. After the test drive, Roody J. then walked into the dealership while I made a phone call in the parking lot of the dealership. When I was done with the call I walked back into the dealership where Roody J.proceeded to show me the financing cost and monthly payments of the vehicle. I informed Roody J. at this time that I was not yet interested in the 2017 Gray Toyota and wanted to see another car. I did not obtain an alternate vehicle on 02/21/22 and was told I "need to keep" the 2018 Toyota and "good luck" with the electrical problems with the car and "that is between you and the bank now" as stated by Manager Eric S.. Days later upon looking into my credit report I noticed a substantial amount of hard inquiries conducted by Courtesy Toyota of Brandon that I did not authorize. These hard inquiries have now lowered my credit score by 40 points. This is abuse of authority and an example of unethical practices.

  Business response

  07/06/2022

  Business Response /* (1000, 5, 2022/04/04) */ Customer set appointment 2/21/22 to come in and look at trade options. Customer arrived and selected the vehicle in attempt to purchase. Business Response /* (1000, 8, 2022/04/04) */ R. we have made attempts to obtain financing with no approvals on a different vehicle per the customers request. We were unable to obtain financing on a loan based off of the banks requirements. We will notify the bureaus of this as well. Consumer Response /* (3000, 10, 2022/04/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) During the aforementioned date and time. I was invited into the dealership under the preconceived notion that my currrent vehicle will be "switched out" as my first car dealership experience this was not explained. Sitting in a car to test drive a vehicle does not constitue immediate purchase of the vehicle. Again, I did not authorize the approval of the many hard inquiries on my credit report. Furtheenoee there is no documented proof that i signed for to approve the purcahse or refinance of the vehicle I test drove. I am employed by a credit monitoring agency in Tampa, Florida, I take my crédit very seriously. All three credit bureaus need to be notified that the hard inquiries are to be removed and proof of signature for credit inquiries need to be provided. Business Response /* (4000, 12, 2022/04/23) */ Courtesy Toyota is in contact with our legal team to provide future updates Business Response /* (4000, 14, 2022/04/25) */ Courtesy Toyota can provide a signed credit application that authorizes inquiries up to 30 days. This application can be provided to the signing party upon direct request from the dealership. Consumer Response /* (4200, 16, 2022/05/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please mail the documdlent to me at the address you have on file before presenting to the credit bureaus. Then I will approve the document for authorization. Thank you. Business Response /* (4000, 18, 2022/05/11) */ Courtesy Toyota has sent a Fedex standard overnight envelope, direct signature required, to the address we have on file containing the documents requested by the consumer as of 12:27PM 5/11/22. Consumer Response /* (4200, 20, 2022/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once the documents are signed for and thorougly reviewed a response will be submitted.

• Initial Complaint

  03/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased my vehicle from Toyota February 21st, 2021. Within the first 3 months my check engine light came on. I took my vehicle to autozone, it came up as oil pump, called the dealership and took it in, had my vehicle for 3 hours told me I was just low on oil. Where did the oil go? 4 months later check engine light comes on again. I take it to the shop down the street from me, they tell me they found metal shavings in my oil pump and I would need a new engine. Took my vehicle to Jeep. Called the dealership, they fought me for 2 months and then finally sent an inspector, tried denying me for oversized aftermarket tires, I bought the Jeep with those tires from the dealership. So they fought me for another 3 months, until they Finally approved to fix the engine, but without my consent they sent a tow truck to Jeep why is an authorized dealership to bring the Jeep to Toyota without me knowing, sending me an email once it was at Toyota. 2 months later without ever giving me a rental vehicle, until the last week of it getting fixed, they finally fixed the engine . Not even 4 months later my check engine light came on again, took it back to the same shop, they find metal shavings again. The dealership and warranty has been ignoring me constantly ever since, I called this morning to my warranty and they told me it has been canceled. Which I never agreed to and they are trying to not fix my engine once again saying it was a one time thing.

  Business response

  04/26/2022

  Business Response /* (1000, 5, 2022/03/09) */ Good afternoon, we have contacted the insurance company Consumer Breakdown Protection to follow up in regards to your concerns and are awaiting an update from them. We will continue to update you once we hear back from them as they are the ones that can warranty this concern. Consumer Response /* (3000, 7, 2022/03/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Have been trying to contact the dealership and have not once been updated about the ongoing situation the only time I can ever get in contact with somebody is if I drive 45 minutes down to the dealership it has been over a week now and not once has the dealership reached out to me about this ongoing situation now I have no vehicle to get back-and-forth to work at the moment because of this Business Response /* (4000, 10, 2022/03/12) */ Courtesy Toyota good willed a claim for an engine in the referenced vehicle. In addition, we are providing the insurances response below. \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\ This vehicle was found to have modifications installed, Sludge was present in the engine and customer stated on a recorded line that the vehicle was ran off the road into water around 4am before vehicle was towed to the shop, therefore the claim was denied (9/3/2021). The vehicle did not qualify for coverage with the modifications installed and the policy was cancelled with a full refund issued. Courtesy Toyota asked for Goodwill assistance for this claim and was approved and paid in the amount of $6149.50 to Courtesy Toyota to install an engine provided thru the parts department at Courtesy Toyota. Few days ago, Mr. ***** reached out to Dealers Resource Center stating that there is an issue with the engine that was installed in his vehicle by Courtesy Toyota. Mr. ***** stated that Courtesy Toyota is not warranting the unit that was supplied and installed by Courtesy Toyota. Please note, most DRC units come with a 3/100 parts and labor warrantys. Thanks, Dealers Resource Center Consumer Response /* (4200, 12, 2022/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Was never refunded or notified about my policy being canceled by my warranty department never once did I state my vehicle was underwater they are trying to piggyback off a prior accident I had that I avoided and went into a small ditch only doing damage to the front left side of my bumper which was covered through my insurance company the sludge is bull and was rolled out after proving my maintenance toward the vehicle and frequent oil changes both Jeep and Meredith can confirm no mud was in my engine. They canceled my warranty contract based off aftermarket modifications in reference to the tires that are on my vehicle the same tires that have been on the vehicle since the day I purchased it off the Toyota lot they were not installed by me. Everything I have done to my vehicle is within guidelines of my warranty contract. The photo attached below shows me the day I purchased the vehicle from Toyota with the exact same tires on the vehicle. Business Response /* (4000, 15, 2022/03/21) */ Courtesy Toyota is currently having the Jeep towed in to the dealership to have a diagnostic ran and will provide updates with findings.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 2022 toyota camry from courtesy toyota of brandon, when I took delivery of the vehicle I realized the vehicle had no tints, but they charged me $499 for tints, i was told to bring car back on Saturday the 26th and it would be done! I also made communication ahead of time,now the car sat on the lot Saturday for a few hours, thennI received a call saying the "tinter" was in a accident and they cant do it any longer Saturday.. the scheduler told me he would call me on monday feb 28th, and of course he did not! I called and left a message, it was returned Tuesday march 1st, now i also communicated that I needed to get the vehicle tinted BEFORE march 4th because i will be away for a few months and the vehicle will be away as well.. I was told yes it will be done, when the scheduler called me on Tuesday he off the bat schedule me for the 4th! When I literally told them it had to be done before! Another issue is that several vehicles that purchased days after me is receiving tints before, sameday service, I literally stand and saw this with my own two eyes, that should not happen!!! So now today march 1st im taking my car to a private place to get my tints pay and pay for it... IM REQUESTING A REFUND FOR THE $499 they charged l, for a optional product that they did not deliver, I also was not given the option to waive that option, which should have been disclosed to me, this is very diceptive, why are you charging for something that is a option that I did not request? They failed to deliver it? All communications from me via, email, phone calls, and text messages have went unanswered, after earning a sale on me they pushed me to the side, im no longer a priority, this dealer have too many egos!! Not very professional either!! SINCE 2020 IVE PURCHASED 5 CARS FROM THEM.. and this is how im treated.. I WILL NOT BE GOING BACK FOR TINTS, IM DOING IT MYSELF! REFUND REQUESTED, I WILL ASK ALL AGENCIES TO ASSIST.. manager in charge of deal is DAN V...

  Business response

  03/04/2022

  Business Response /* (1000, 5, 2022/03/02) */ Thank you for bringing this to our attention. I did get with the sales manager who had not received the email yesterday about this request, but did confirm that we would refund the money for the window tint that was not installed. I will be reaching out via telephone as well to confirm this. Consumer Response /* (2000, 7, 2022/03/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Toyota did reach out to me and tentatively agreed to refund my funds rightfully so and I commend them for the swift response however I disagree with the notion than DAN V. did not receive my email that part is a cover up, as Dan's pattern since early February i sent him 5 emails I only have two replies, he got the email, the issue is he thought it was just going to go away by ignoring my concerns and thats a pattern... I can raise some issue about another car with Dan few days earlier to prove this is a pattern for not responding to emails or voicemails, I thank courtesy for the resolution however, I do not agree with the cover up that he did not receive the email! Unless he dosent work at courtesy anymore he received it, I know what ignore looks like and thats why I went to the top... remember I have spend $91,000 in transactions since 2020, I must be treated like a valuable customer that helps pays the bill at courtesy

• Initial Complaint

  01/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I came into Courtesy Toyota service mid December for an oil change and complaint of a slow start on my 2017 Tundra. I had a 12:40 appointment but wasn't greeted by anyone for 15 mins. I stood outside and someone finally came by to assist. Many hours later I was contacted to let me know that my vehicle needed a fuel pump replacement and engine calibration which would cost me roughly $1600 but parts would need to be ordered for the job. At pickup, I asked why I had to pay when I had platinum warranty. Upon checking, the advisor said I was correct and it would be at no cost. He told me to make an appointment and come back after the new year due to the dept being busy at the holiday time. I called and made an appointment & advised the girl on the phone that parts needed to be ordered. She scheduled the appt for me. I came in and again waited an excessive time to be greeted. I got a call hours later from the advisor saying the parts were never ordered so they were unable to do the work. He said he had no idea why the parts werent ordered but that he would order them and they'd be here in a few days. When I came in to pick up my truck, the advisors were gone and the unprofessional cashiers desk said they weren't sure where my keys were. Finally found them on the advisors desk. The third time I called to verify the parts came in before coming in. I came in and was greeted by Edwin. He asked why I came in on Craig's day off (the previous advisor I worked with) and that it would be best if I came in when he was here because he knew about my situation. I told him I wasn't coming back again and needed this taken care of. The fuel pump was replaced. I didn't see on the paperwork where any engine recalibration was done. Regardless, I am still having the slow start issue. It's not happening as frequently but still is occurring. I am very reluctant to bring my truck into this location again because I don't feel anyone is taking the issue seriously.

  Business response

  02/28/2022

  Business Response /* (1000, 5, 2022/01/29) */ Contact Name and Title: Nathaniel A. Contact Phone: *********** Contact Email: ******@courtesycars.com I am sorry about the issues you had been experiencing in attempting to find out what is happening with your vehicle. I have attempted to reach you via the email and phone number you provided but have not been able to reach you. Is there a better time/way to reach you? I have spoken with our service team and they explained they would have to see the vehicle in order to repair it so we need to set a time for you to come in. We value your business and hope to have the opportunity to serve you better and more thoroughly in the future. Consumer Response /* (3000, 7, 2022/01/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Spoke with toyota today and they are looking at a date to look at my vehicle. I would like issue resolved before complaint is closed. Consumer Response /* (2000, 13, 2022/02/24) */ yes

• Initial Complaint

  01/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  12/20/2021 My daughter ******** ***** financed a car through Courtesy Toyota Brandon, FL on 12/20/2021, here first payment wasn't due till February 4th 2022. She put $6k down. On January 5th her car was reposed from the driveway of our house. The driver was very rough with the car. Since the tow truck had no signage I followed them to the tow yard and video taped it on my phoned. He saw me following and started driving very fast and erratically. I called 911 because we were thinking the car was being stolen. We followed the tow truck to the tow yard and found out when the deputy arrived that the car was still financed with the previous owners finance company because Courtesy Toyota of Brandon said they mailed the payment, but they may have not received it yet. So Toyota financed the car to my daughter without having a title yet and it got reposed and we are still waiting for an answer. I have damage to my yard from the tow truck dragging it through my grass. We don't know if the car has any damage from the tow truck driver driving like crazy. What would be our course of action? Can a car dealership do this?

  Business response

  01/21/2022

  Business Response /* (1000, 5, 2022/01/08) */ *****, Our finance director Fernando spoke with you yesterday. The overdue amount did not appear on the payoff causing the delinquency. We the dealership are paying the repo fees, any overages are being paid and you are being provided a loaner vehicle while we correct the issue. We are happy to resolve your concerns and thank you for your patience. Consumer Response /* (3000, 8, 2022/01/08) */ Toyota did give my step daughter a loner vehicle till they figure out what is going on. They let us know that there was a balance owed on said vehicle that she financed from them that the previous owner owed and that's why it was reposed. They said they would pay for the impound fees and make sure nothing will be wrong with the car. They gave her the loner dirty with a empty tank of gas though. I do have pictures of that. I spoke with a Fernando D. on Friday and it seems they feel like none of this is their fault and I was like who do we blame?? We are still waiting on getting car back. I still don't know how they can still finance a car that they obviously don't own yet Consumer Response /* (3000, 11, 2022/01/11) */ The car was finally returned today. They cleaned it and said they did a thorough check of the car at Toyota. I will say I've never heard or experience anything like this in my life. My step daughter and I will most likely not purchase a car or recommend anyone unfortunately to Courtesy Toyota Brandon again. I unfortunately have to go there for the service of my truck I purchased there. At least the service department is seperate from the sales department. They never said anything about fixing my grass, driveway or compensation of anyone losing time from work with this whole ordeal. I still do not understand how anyone can sell a car or finance a car especially a well know car dealership without a title. If they had the owed the car this would have never happened. I have asked other dealerships and they said they should not have had the car up for sale Business Response /* (4000, 13, 2022/01/14) */ *****, We are very sorry for the inconveniences incurred during your vehicle purchase as this situation is extremely uncommon. We have since resolved the issues related to your case. We thank you for your patience and understanding in regards to this matter. Consumer Response /* (2000, 15, 2022/01/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I guess we have no choice. Toyota is not excepting any responsibility to what they did to my daughter and to us. I guess we go to the FTC

• Initial Complaint

  10/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 7th we took our 2015 Toyota Sienna in for a small leak on the driver side that would leak into the headliner and down into the seatbelt and after 2 days it was fixed and ready for pick up. The next day it rained and the sunroof leaked a stream of water into my lap, much worse of a problem than when we took it in. Once they had it they said we would need 2 new sunroofs and it would be over $6000. They had it for 15 days and once I picked it up I noticed there was tons of black grease marks all along the headliner, the handles, hand prints on the the leather seat and the sunroofs and DVD player were not attached to the roof. I took it back in and they kept it for a week to fix everything and clean the van. I picked the van up and there were still sticky notes all over the van where we showed the supervisor of the detailing department and the DVD player wasn't fully attached. We took it through a car wash and it flooded the van!

  Business response

  11/19/2021

  Business Response /* (1000, 10, 2021/11/03) */ After working with the guest, we were able to secure a different vehicle with no issues. Guest is satisfied.

*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. ↩