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:04/14/2025

  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.

  7/23/24 I took my 2022 Tacoma for the a/c blowing warm. They could not find the leak and put dye and said if it happens again to bring it in. I also learned that the evaporator core was changed out by the prior owner on 8/8/23 less than a year earlier. ****** at the counter told me it was still under warranty and since it was recorded that I would not have a problem. 4/2/25 I took the truck in because the a/c was blowing warm on the passenger side. They confirmed it was the evaporator core and informed me that they will see what Toyota will do. I called a few days later and they told me Toyota will pay only half to replace the evaporator core. I called corporate and they agreed that it will only be half. I finally got the estimate today on 4/11/25 and my half would be $833.83. This is unacceptable since the evaporator core was failing less than a year that it was replaced. I'm hoping for a resolution before I look into my legal options. I also have the Carfax report when I bought the vehicle that says nothing about the evaporator core being replaced.

  Business Response

  Date: 04/29/2025

  Attached are our formal rebuttal letter and a screenshot of our assistance request submitted on behalf of the customer, provided for your reference." 

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23193537
  
  I am rejecting this response because: the evaporator core itself was still under warranty when I started having problems with the a/c. It is not my fault Toyota could not find the leak that day or maybe they were stalling until it got out of warranty. On the first time I took it in, ****** ******* told me it was under warranty and told me it would not be a problem since it was recorded before the evaporator core was out out warranty. I can understand if it was another issue other than the evaporator core, but the issue is the evaporator core and I did take it in when the evaporator core was still within warranty.

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

  Business Response

  Date: 04/30/2025

  Subject: Re: Complaint 23193537
  Dear ******** *******,
  

  We regret the inconvenience you have experienced and appreciate you taking the time to share your concerns. After careful review of the matter, we stand by our decision regarding the warranty coverage.
  We understand your frustration, and while we acknowledge your position, our determination is based on the terms and documentation available to us at this time.
  Thank you again for your understanding.

  
  Sincerely,
  ****** *****
  Service Manager
  Gettel Stadium Toyota
  

• Initial Complaint

  Date:03/27/2025

  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.

  Drove into Gettel Stadium Toyota Tampa on 1/25/2025 to look for a used car.We met ***** ****** and found a 2017 **** Escape SE. We were told by ***** ****** that it had gone through the inspection and there was nothing wrong with *****, we went in to do the deal told him we wanted to pay cash and he said we would have to pay $500 more if we paid cash. He said the banks give the dealership credits for everyone that gets financed. Our $8.500.00 car went to $13,000.00.I totally understand your dealership fees, but the window tinting $499 that is factory and the coating for the paint protectant $699, One other item I didnt remember. We came to an agreement on a price that we would except and I signed the total and he came back with a total of $11,999.00 with the purchase price of the car went from $8.500 to over $12,000.00. We feel we were taken advantage of by this salesperson and your *************, we drive it home which we live in ******** that night. Drove it exactly 100 miles and the check engine light came on. Tuesday night 1/28/25 is when the light came on.Contacted the dealership Wednesday morning. Finally got in touch with **** a service writer. **** called us around 4pm 1/31/25 and told us our car was ready. Said they fixed it and ran it through the text again and everything came back perfect.**** told us to take it to a **** dealership in ******** for any further repairs. It is 70 miles to our house from the dealership. On 2/1/25 the check engine light came back on. Called **** and he picked up and hung up.Finally took our car to a **** Dealership in ******** like was told.Returned to Gettel to see about getting our money refunded, talked to which we thought was the head man of the dealership which passed us onto the service manager **** ********. He told us we had 90 day or 3-month warranty on the car. He promised us he would take care of it and get back to us. ****** ***** said he would help and now ignoring me. We just want refunded

  Business Response

  Date: 03/28/2025

  Full refund has been issued to customer. 

• Initial Complaint

  Date:03/13/2025

  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.

  This business has over charged me for the purchase of a car. This car was purchased to be shipped out of the country. They charged me $2995.00 for GETTEL ADVANTAGE. This is for a car that will be in the *************. The salesmen, ****** ******** *** and ****** G **** told me this would be removed when the car was shipped out and brought the proof back which was provided. The sales taxes were a total of ******* and the county tax was *****. This was supposed to be refunded per the sales **** because the car was not staying in *****************, this car was not driven off the lot, it was taken directly to the **********. I was charged an electric registration filing fee of ****** for a car that is not registered in *****************. redelivery service charge was $1199.00. The car was already on the lot. They are charging me for a delivery that never even happen.They took advantage of me, and my accent by sending me a Spanish speaking sales *** who over promised. If that was the case, I wouldn't have boughten the car here. They tacked on all these fees and explained to me that I would get a check back when proof was brought in that it was out of the country. This was not a small purchase, and it seems to be a common occurrence in this dealership. I would tell everyone to run. All they care about is money and they don't care on how they get it. They only gave me a check back of ****** for a tag refund. WHERE ARE ALL MY OTHER FEES.

  Business Response

  Date: 03/14/2025

  Dear, Nieves 

  I hope this message finds you well, I want to sincerely apologize for any misunderstanding regarding the financial details of your purchase. it was never our intentions to cause any confusion.

  I understand that there may have been a miscommunication about receiving money back after your purchase. after carefully reviewing the detail of the purchase, I regret to inform you that there will be no refund at this point. since the Gettel advantage was installed on your car prior to the purchase and it was part of the car purchase price, we understand that we do give additional benefit with the Gettel advantage that you will not be using do to the fact that the car is shipped out of state. I have included some the addendum that will explain what features that were installed and also have a copy of the we owe that explained nothing owed after the sale is done/ also have a copy of the delivery sheet.

  please know that we value your business and your trust. if there is anything I can so to help address your concerns or clarify and details further, please do not hesitate to reach out, I appreciate the opportunity to make things right and ensure your satisfaction.

  Again, I apologize for the misunderstanding, and I appreciate you understanding.

  Best regards

  Ammar

  General sales manager

  Gettel Stadium Toyota.

  cell *************

   

   

• Initial Complaint

  Date:01/27/2025

  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.

  I purchased a new car on 1/2/25 while trading in my previous vehicle. The deal included the dealership paying off the loan on such previous vehicle. The loan was not paid off within 10 days as required by ***********. I contacted the dealership 3 times to make them aware of the outstanding liability. No one was ever available and several messages were left. It has been ********************************************************** violation of Florida Statute ****** (5)(a). The head of finance needs to reach out and provide me written proof that this loan was paid off. The next payment is due in less than a week. The vehicle I traded in is currently being advertised on their lot for sale.

  Business Response

  Date: 01/27/2025

   Dear ***********, 

  Thank you for reaching out and sharing your concerns regarding your vehicle loan payoff, We understand how important it is to have clarity and timely resolution regarding your account.

  after reviewing your account detail, we have a attached a proof that a pay of was done on 01/19/2025 and we have attached a proof of it being don ************************ appreciate your patience and value your business. 

   

  Best regards,

  Ammar Alaghawani

  General Sales Manger

  Gettel Stadium Toyota

   

   

  Customer Answer

  Date: 01/28/2025

   
  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:11/11/2024

  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 went in for a routine service of my vehicle to include a tire rotation since I bought the tires from there, including a slow leak I drivers side from tire. I was being helped by the ***************** Manager who later advised the tire leak could not be repaired due to low thread on both front tires. Of course this was alarming since I purchased these tires from them back on April 2022 and also purchased warranty. Needless to say, they recommended me to purchase 2 new tires due to low thread. I had an alignment completed in April 2024 with mileage of hit over 54K and a tire rotation after having front brakes replaced, with no concerns expressed about tire threading. 4 thousand miles later they tell me I need both tires replaced. They indicated a claim would be submitted; however I have not received any confirmation of this taking place. I am demanding that ALL 4 tires be replaced by the dealer with Warranty and another full wheel alignment completed.

  Business Response

  Date: 11/19/2024

  Mr. ****** came in Saturday November 16, 2024, and met with me the Service Director. I personally inspected the tires and compared the measurements with the visit prior to the visit in concern.  I found that the readings on both visits made sense. I did not find any abnormal wear and tear on the tires. There were in fact two tires that were at 4/32 which is when we recommend replacing based on the amount of stopping distance that is lost. I met with Mr. ****** immediately after and explained my findings and my recommendations, which was to replace two tires. For his unconvince of having to come back to the store on a Saturday I offered to pay for one tire plus all the labor if he paid for one tire only. He agreed that the offer was fair, and we installed two new tires on his vehicle.

  Customer Answer

  Date: 11/19/2024

   
  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:11/05/2024

  Type:Order 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.

  Bought a 2025 Toyota Camry. The color I wanted was not available so I signed the papers before I saw the car. When I picked up the car, I saw that the window sticker was ~ $34k MSRP but they charged me $36,300 for the car, NOT including any taxes or fees. (And they have a HIGH pre delivery fee/e-registration filing fee). AND they charged me for GAP coverage ($1200) that I specifically asked the Finance Manager to take off (he had me sign a form to take it off and said it would be done but its still on my contract and in my payment). They really took advantage of me. I told them that my moms house had flooded in ****** and I had just put her in assisted living and that my old car was done for and I guess they figured I would be easy to cheat with everything I had going on. They did not provide me with copies of the contract until AFTER the 3 day grace ****** had passed, so I wasnt even aware that they still charged me for GAP coverage until it was too late to cancel the purchase.

  Business Response

  Date: 11/19/2024

  Jade, 

  hope this message finds you well,   we appreciate your business and have 0 intention to make you unhappy, we have included the copy of the addendum that you have signed at the time of the transaction to show how the price of ***** included you window tine / door guard and paint&fabric protection, regarding the gap ins, it is already canceled at your request.

   

  we hope to keep serving you in the future

   

  Ammar Alaghawani

  General Sales Manager.

  Gettel Stadium Toyota.

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

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22515249
  
  I am rejecting this response because:

  The addendum you attached is for an XLE trim level but you sold me an SE vehicle. The *** of my vehicle is for an SE trim level. Did you deliberately change the trim level on this sticker in order to inflate the price?
  

• Initial Complaint

  Date:10/30/2024

  Type:Customer Service 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 a Tacoma in August 2023, and pay an extra $$ every month for warranties. Since Gettel purchased the dealership, they will no longer honor my warranties but still require me to pay the extra fee, this is illegal. My payment should be reduced to not include warranty payments if the business refuses to honor them.

  Business Response

  Date: 10/30/2024

  ******,

  I would like to get together with you to find out what issues you are having regarding your warranty and to find you a solution, please reach out to me directly my cell # *************

  Ammar Alaghawani

  General Sales Manger 

  Gettel Stadium Toyota

  Customer Answer

  Date: 10/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and am willing to close out this complaint. However, if upon meeting with the employees at Gettel, the issue is not resolved, I may submit a new request and reference this original one. 
  
  Sincerely,
  
  ****** West

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In April 2023, I purchased a car from this dealership and was informed at the time of purchase that there was no second key available due to a shortage. I was assured it would be provided later, but despite following up over several months-each time during scheduled maintenance-I was consistently told the same thing: no key due to the *********** May 2024, I was given a different explanation: the second key had been lost and they would investigate the situation. I waited patiently and even left a voicemail to follow up, but I never received a response or update. During my most recent maintenance appointment in September 2024, I was told once again that they would "look into it." However, theres been no follow-up or progress on the matter.What frustrates me the most is not the delay, but the lack of clear communication and follow-through. Theres even a tracking number for the second key, and purchasing a replacement shouldn't be a difficult task. Yet, after over a year and a half of waiting, Im still left without a resolution.

• Initial Complaint

  Date:09/16/2024

  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.

  Aug/ Sep of this year I filled out an application to open an account here at this dealership. I've been discriminated against for multiple reasons, one reason is I know the laws for consumer credit transactions and other one could be I'm black the way that most these dealerships talk to black men when they know their rights is ridiculous 15 USC 1602, equal credit opportunity act says no creditor can discriminate against any applicant as to any aspect of consumer credit even if they enforce their rights. 16 CFR *****

  Business Response

  Date: 09/16/2024

  Dear Elijah 

  I hope this message finds you well. I'm writing to inform you that, after careful review, your recent auto loan application has unfortunately been declined by the bank.

  We understand that this may be disappointing news, and we sincerely apologies for any inconvenience this may cause. if you would like to discuss the factors that influenced this decision, please contact Toyota finance directly at ***********. 

  Thank you for your understanding, and we hope to continue serving you in the future.

  Sincerely 

  Ammar Alaghawani

  general sales manager

  **********

   

   

• Initial Complaint

  Date:08/28/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 7, 2024, I purchased a brand-new 2024 Toyota Camry through Sales Representative ****** *****, with Sales Manager ***** overseeing the transaction. The agreed-upon price for the vehicle was $32,500, with a down payment of $10,000, leaving a net amount to be financed of $22,500.On Jun 20, 2024, I requested the payoff balance for the car, which was $31,382.43. I discovered that I had been charged for ************** oil changes, tire rotations, paint protection, and other services that I did not request, were not disclosed to me, and that I did not agree to.I have repeatedly called Toyota, trying to resolve this issue with both Sales Manager ***** and Sales Representative ****** *****, but have received no resolution. Despite several requests, I have not been provided with a copy of the contract I signed.Given the original balance of $22,500, after the three payments Ive made totaling $1,768.80 (instalment $589.60), the remaining balance should be approximately $20,731.20. However, Toyota is insisting that the payoff balance is $26,539.16.

  Business Response

  Date: 09/23/2024

  DEAR OLEMAR,

   

  Thank you for reaching out to **, I Understand there seems to have been a confusion regarding your recent purchase. based on your message, it appears that you have been unaware of a purchase you were already aware of.

  to clarify, I have attached a copy of the purchase order where you have put you initials on the product's that you had selected if you chose to have them removed, please reach out directly to ***** moly "finance manager" and will make sure to remove any cancelable extended coverages.

  He can be reached at.

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

  jmoly@************************

  Thank you for your understanding, and we value your continued business.

   

  Sincerely 

  Ammar

  General sales manager

  Gettel Stadium Toyota.