ComplaintsforToyota of Tampa Bay

• Initial Complaint

  07/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  July 9th: I went to this business to look at a 2018 Toyota 4runner with a max ****** of $23,000. This vehicle was being advertised at $23,940 as of July 4, 2024. After deciding I liked the car, we moved forward. The finance department presented an offer of $29,000 after some additional items like Toyota Advantage. We discussed removing these extra items in hopes we could reach $23,000. The lowest stated cost they could offer on the 9th was $25,000, so I made the decision not to pursue this vehicle as it was outside of my ****** parameters. The following day, (July 10th) they reached out with good news through text message. When they contacted me, they stated that they could sale the vehicle for $23,000 including taxes, etc. I decided to move forward and went in-person to the dealership to begin the process of purchasing the vehicle. Prior to signing any paperwork, I asked and clarified with multiple people, multiple times that the purchase price was $23,000. They assured me it was.With my downpayment of $10,000 on July 10th, my loan should be approximately $13,000.A month passes and I attempt to pay off a large amount of my loan (approx. $10,000), the sum of the loan reflected $19,044.80, instead of $13,000 as anticipated. I have attached files below, but it appears they left the price tag of $29,954.13 in the paperwork, rather than editing it to $23,000 as agreed upon both parties,I returned to the business on July 31st to amend this mistake, and they refused to admit any fault or look at the paperwork I'm attaching. They repeatedly showed me the document I signed for my monthly payments which are higher than they should be. Downpayment and trade in value included the loan balance should reflect $13,000, not $19,044.80.I'm attaching the conversation just prior to Toyota's phone call (in which they were willing to meet my ****** of $23,000), the messages from Ally (loan company), and the documents showing the incorrect amount for total purchase.

  Business response

  07/31/2024

  The customer purchased multiple warranties in Finance. I have included them here. 

  Customer response

  08/02/2024

   
  Complaint: 22072068
  
  I am rejecting this response because:

  $23,000 was the agreed price MULTIPLE times, with multiple people and it was agreed to leave all the extra warranty stuff out to help us get to that price. The price I walked away from was $29,000 (brought down to $25,000 on July 9th. Which is still higher than advertised) due to these added things and I was called and informed the following day we could do $23,000. 

  Toyota of Tampa Bay gives a quick sign this, sign that, with very little explanation to any of the paperwork because they're in a hurry to move to the next customer. 

  For my situation, they either forgot to remove these added warranties or left them on purpose. The only other options is they charged me $29,000 for a car that we all agreed at $23,000; whether overcharging the vehicle itself or adding these warranties back in after our deal. I like to believe it was an honest mistake/accident that can be fixed, but it would appear they'll never own up to that.

   

  Now, based on your response it's because of warranty add ons, which was agreed to be removed because I didn't need any of it and it helped us get to our selling price of $23,000. I did not want these warranties and I still do not want these warranties. 

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

  Business response

  08/02/2024

  I'm sorry that you have rejected our explanation. I have attached what was displayed to the customer on the DocuPad, showing the itemization of "Declined Protection Products" and "Selected Protection Products" in green, including the cost of each. This document is clear and was ultimately signed by the customer. Given that, some of the products may be able to be cancelled. I encourage the customer to read the individual warranty agreements that I uploaded in my prior response and see which are and are not able to be cancelled. If they can be, the refund will go to his lien holder and will be applied to the back end of his loan. As for the purchase price, I have also uploaded the customer's Buyer's Order which clearly discloses the purchase price of the vehicle as $24,328.30.

  Customer response

  08/05/2024

   
  Complaint: 22072068
  
  I am rejecting this response because:

  I'm assuming an employee made a simple mistake in transition between when the deal was made and signing the documents because $23,000 was the agreed total, not $24,328.30. 

  I have read the above warranty agreements that I had also verbally agreed to opt out of so we could reach our goal of $23,000. These must have been forgotten to be removed in transition from deal to signing as well. I think the only true middle ground to reach is the following:

  I accept the total of $24,328.30, but ALL warranties be removed as originally agreed upon. Theft, windshield, appearance, limited, and total loss protection were all warranties I did not want included, but we're kept in the paperwork by an employee; hopefully by accident. They were not needed, nor were they wanted. 

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

• Initial Complaint

  07/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Dealership had me sign paperwork without explanation and the car was 20 thousand and after I left and looked at the paperwork with my daughter she explained to me I signed paperwork that is much more than purchase price

  Business response

  07/11/2024

  ******************************,

  After reviewing your deal and asking for clarification from your Finance Manager, I'm sorry to inform you that the terms were changed from 72 to 78 months due to the fact that you didn't qualify for the 72 month terms, due to the status of your credit. ***** Fargo, *********, and several other banks considered you too much of a risk and would not finance you. You simply didn't qualify. That being said, ****** was the only bank willing to ***** you a loan, and that was only at the 78 month term. This should have been clearly stated to you by your Finance Manager. You signed the contract to that effect, accepting those terms. If you need further explanation, please reach out to your Finance Manager, ****************, for an appointment, and he will be happy to go over your entire contract with you. 

• Initial Complaint

  07/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Overcharged for goods delivered. ****** car was charged ******. Grossly exaggerated fees.

  Business response

  07/11/2024

  I have attached the customer's buyer's order. She signed in acceptance of these terms. The customer is encouraged to schedule an appointment with her Finance Manager for clarification of the terms that she agreed upon. 

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ok so Toyota is Toyota itsa good product so new cars I guess it doesnt matter where you go. However, do not go here for a used vehicle not only was I lied to the entire process about everything. the mats that were in the ad for the car were gone. I asked my sales rep and at first claimed that the people that traded it in must have taken them until I pointed out that they were in the ad. Then was promised mats. I got nothing. He totally ignored the fact that he said it. Whatever I bought my own mats. I take my certified used Toyota to get my first oil change and was told I need an alignment. Seriously? My radio continues to restart over and over again I was told it would be taken care of after calling the sales manger and telling him whats going on after not getting a call back for 2 weeks from my service adviser just to take it there and waste an entire Saturday for them to tell me that its fixed. I swear on everything I love as soon as I hit ******** Ave it started again. I am now being told I have to pay $1200 for a new radio. Just dont waste your money. You would think a $30,000 vehicle would warrant a radio but apparently not by Toyota of Tampa Bay standards. I will never shop here again and I suggest you dont either. I would expect this from a fly by night buy here pay here but certainly not from a reputable dealership. And even worse a Morgan Auto Groups Dealership.

  Business response

  06/19/2024

  ******************, I tried to reach out to you via phone, but the message says that the only number we have for you is not in service. I verified that the photo does, in fact, show a set of floor mats in the back of the car. I spoke with our GM, and he is very apologetic. We have no way of knowing what actually happened to the mats, but if you will provide us with the receipt for the mats that you purchased, we will refund you that expense. If you are unable to provide the receipt, we will issue you our cost for mats in our ***************** As for the radio, it was working upon purchase, and we, unfortunately, would have never been able to foresee the issue that you are having now. You were offered multiple warranties that *** have covered this expense. For the future, if you'd like to purchase extended warranties on the car, we will be happy to have a Finance Manager go over what is offered and the cost. As an act of goodwill, we are willing to offer you the radio at our cost, which is around $1,000.00 and provide the service for installation for free. We will also absorb half of that cost and are offering to pay $500.00 towards the cost of the new radio. Please let us know if you accept this offer and provide a working number where we can reach you. You can upload your receipt here, or you *** email it to **********************************. 

  Customer response

  06/21/2024

   
  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

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 21st we compared a vehicle at the dealership, they offered us 3 extra coverages that offered something that they are not honored for which it was requested that on January 31st I appeared at the dealer to perform the maintenance and notify them that the service package that They offered for vehicle maintenance, this is not what they offered me, which was the maintenance coverage in its entirety for the oil change, it was not working as they offered it since it does not cover the payment in its entirety, just as I had problems with the second warranty that according to The financing advisor covers everything that happens from bumper to bumper + the Toyota Advance covers and guarantees the reconditioning of the vehicle. I notified that day that I had problems with a tire, and a rearview mirror sent me a video saying that they had not found the fault at the time. that the appraiser or appraiser reviewed but the advisor saw it and on the other hand the problem with the tire was a damage to the rubber that is part of the reconditioning of the vehicle then the situation worsened three tires had damage and one rim had a crack and leaked air I had I had to address the situation since my vehicle was without the help of these packages that they sold me in a deceptive manner since it does not cover bumper to bumper or parts that they understand about wear and tear. That is why on February 1, 60 days after the purchase, I requested the cancellation. of the coverage, I went to financing again, signed the document and they told me that the cancellation would be made but to date that cancellation has not been made and I believe that they are doing it for reasons of making me lose the refund of the money for the cost of the policies, I ask and Please help me cancel the maintenance and bumper coverage policies identified by TRUVSC EXCLUSUONARY AND THE PREPAID MAINANCE PROGRAM WHICH DO NOT HONOR WHAT IS OFFERED, SINCE THE MAINTENANCE, REPAIRS HAVE HAD TO BE COVERED BY ME

  Business response

  04/17/2024

  After speaking with the customer, he agreed to cancel the complaint upon cancellation of his bumper-to-bumper warranty. He previously cancelled his maintenance agreement and now understands that the money was applied to the back of his loan, as will the bumper-to-bumper. The cancellation form was emailed out to him today, and we await his removal of this complaint. 

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went on ****** website & got preapproved for a loan at Toyota of tampa bay. The dealership call to arrange an appointment. I informed them that I would need to drive clear across state to do the transaction. The salesman ******* kept cutting me off when i spoke. I told him I was pre approved for a loan with $1300 down. He told me we will look at other banks. I told him I did not need to because by next month I intend to pay off the loan. He went to the desk & said ****** lied they wanted 9k down instead of the $1300 I was preapproved. After leaving I call the *********** stated they did not know what the customer was talking about that they informed them that I could pay $1300 for the car. Very very bad business practice & terrible salesman. I think they did not want to sale me the vehicle because of the fees. Which is illegal for them to deny me on.

  Business response

  04/05/2024

  ********************, I am so sorry that we weren't able to come to terms on the sale. I have researched the deal and found that you told the salesperson that you were pre-approved by Capital 1. The bank that denied you was, in ************* 1, based upon your credit. Capital 1 needed more money down or a cosigner to finance you in order to put a deal together. The banks are the ones that approve or decline financing and how much a customer needs to provide as a down payment, not Toyota of Tampa Bay. Once you are in a better position, we would be honored to have the opportunity to assist with the purchase of a new vehicle.  

  Customer response

  04/12/2024

   
  Complaint: 21527649
  
  I am rejecting this response because: I talk to cap 1 right after the call & they said you put it in 1k down & they did not deny it.  I just need you to pay for my gas driving across state to waste my time.  $75.00 dollars. I going to buy cash at another dealer.
  
  Sincerely,
  
  *********************************

  Business response

  04/12/2024

  Again, apologies for not being able to finalize a deal for you. A pre-approval is just that and has many limitations. Apparently, the particular car that you chose exceeded what Capital 1 was willing to lend, requiring more money down in order to fund. We did everything that we could do on a dealership level and certainly wish you the best. 

  Customer response

  04/17/2024

   
  Complaint: 21527649
  
  I am rejecting this response because:****** told me a completely different story.  I will also write a goodie review about this dealership so people will know how the operate.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased my car on January 17, 2024 from the dealership. On January 27. My car broke down while I was driving on I4, all the sensors started going off, and the car began to stall where the RPMs wouldn't go past a two, or it would start stalling and not be able to drive. I am a pregnant female so as you know, I was extremely upset and frustrated and scared. They towed my car back and assured me that they would work on it in a couple days. They stated that they believe it's the gas gauge even though I had a feeling it was the alternator. They assured me that it was the gas gauge in. They would get working on it and drive the car 100 miles to confirm that it doesn't break down again. I asked him will this happen again because I am pregnant and I'm scared to drive on a highway if this is going to happen, they assured me it would not happen again on March 17, my car broke down with the same exact issue. Luckily I was near my home so my boyfriend was able to pick me up. I had to get the car towed to an another Toyota dealership because I don't trust this dealership. it was the exact same issue that they supposedly fixed a month prior. I'm frustrated because when I initially drove to ******* on January 27 it was for my gender reveal and going to see my father, who unfortunately passed away two days later. I was unfortunately not able to see my dad because of this issue. I'm frustrated because my concerns weren't taken seriously and now I'm bluff with no car because it's in service right now. They stated that they give cars a 60 point inspection well what point did they missed because it broke down twice. I worked for Toyota for several years and this had never happened to them. This is insane that you guys are just pushing out cars and not inspecting them correctly. I no longer want this car. I want either my money back or an exchange.

  Business response

  03/25/2024

  Our GM has reached out to her and is going to have her come in for a possible resolution. 

  Customer response

  03/30/2024

   
  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

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am ***************************************, the proud owner of a **** 2019 Explorer, which I purchased from Toyota in 2022. Overall, I have been satisfied with my vehicle until a recent service appointment on December 21st, 2023, for an oil change.During the service, it was discovered that my car had a leak, which was supposedly fixed. However, upon picking up the vehicle, the check engine light turned on, and despite numerous attempts to identify and resolve the issue, it remained unresolved. I have been patient and respectful throughout this process, but the lack of communication and resolution has left me extremely frustrated.I expressed my frustrations to my service representative, ***********************, which was initially responsive, but abruptly stopped communicating with me and also relayed that to his co-workers. When I attempted to call back I was informed that my service rep did not want to speak with me. This is very unprofessional as I did not disrespect this individual nor give him a hard time. I decided to go in office and speak with a Service manager *********************** she insisted that she did not know of this matter and that she was going to address it. I have not heard anything since then. Furthermore, I received an email on January 24th, 2024 20 minutes before stating that my car is ready for pick-up. No calls, No updates, No reassurance or accountability. I attempted to call in to confirm my pick up and speak with the service manager *********************** but was informed that all managers left at 4:00 PM. This lack of updates and communication is unacceptable, and I am dissatisfied with the overall treatment from Toyota and specifically from ******************.I was considering legal action due to the prolonged and unsatisfactory service experience. I requested to speak with someone in a higher authority to discuss this matter in more depth and seek resolution. I was contacted by the General Managers (*************************) assistant ***************************** and was informed that he was made aware of the situation and would like to assist me further with resolution. They asked me what I would like to do and I explained the situation in depth and informed them that I felt unsafe in my vehicle and would like to proceed with the possibilities of getting a new car or trading in my vehicle. I expressed to them that I am a mother of 3 and I also am the care taker of my 85 year old grandmother. This vehicle is used to take my kids to school, my grandmother to appointments, work etc. They said that they would help me in this process. They advised me to fill out a credit form which I completed and then I received a call back from the assistant stating that my car was negative in equity and they wouldnt be able to do anything for me. I proceeded to pick up my car. As I am operating my car, I noticed that I am hearing unsettling sounds. The very thing that I was afraid of happening is happening. Now I have to schedule another service appointment which I am afraid that it wont be a pleasant experience or even worse; my car wont be repaired but Ill experience more issues than what I came in for. Overall I am unhappy with Toyota, I am very disappointed and dissatisfied as a customer. Sincerely,***************************************

  Business response

  03/08/2024

  I reached out and spoke with **********************. I assured her that her concerns were taken seriously, and I was able to set an appointment for her to bring her Explorer in on Thursday at 10:30 for analysis, to which she agreed. I explained that she will need to go on a test drive to replicate the sounds that she is hearing, and that photos and videos are not able to be used. I also told her to come in and ask for my assistant, *****, who will walk through the entire process with her so that she has a seamless and more pleasant experience. Once we are able to replicate the sounds, we will be happy to do the repairs for her. 

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  date of transaction took place august 21st of ******************************************************************************************** they offer specials on "M" cars which are manager specials on brand new cars. there was NO price shown on the actual vehicle itself no price tag sticker i could refer too so i had to trust their word on the price. They had NO problem taking my current camry almost completely paid off and getting me in this car charging me 3 warranties over 6K and overchargin me the correct msrp price. they sold me the car for 40k but the correct MSRP was 31K since another morgan auto group dealership informed me of this and showed me on their end. The finance man ********************* thought it would be ok WITHOUT my permission and take my refund from my warranty from the vehicle i was trading in and apply it towards the new car as well as taking an additional $1900 from me as another form of down payment! i am 5 months pregnant with a growing fmaily of soon to be 6 and want to get an suv with 3 rows in which i CANT due to this dealership s******* me over and scamming me. i wanted to be compensated for EVERYTHING i paid and from the difference of MSRP pricing!!!!!!

  Business response

  03/19/2024

  This complaint has been shared with the *** and he will personally look into her issues. 

  Customer response

  03/20/2024

   
  Complaint: 21356399
  
  I am rejecting this response because:
  I have yet to receive any type of help regarding this issue even with the many emails Ive sent in to the dealership itself and the Morgan auto group which is the company that owns Toyota of Tampa bay. As being a customer for the past few years, this is not the service I should be receiving and being taken advantage of and lied to about pricing will not work. What was done was illegal especially not informing me about my refund from the warranty on my previous vehicle and taking that and applying towards this vehicle. I wasnt even given a flash drive at time of purchase I had to call for them to mail me it so I can look through documents from time of purchase. I want my refund back for my initial down payment which was $1900 and the $1600 that was from my warranty which I had no idea about! Id also like a check written for the **** difference from what my original window sticker was (which wasnt on my vehicle at time of purchase so I had to trust word what it was even priced at) to what they increased the price to which would be a different of 8k since the original price on the vehicle was 31k and they increased the price to 39k. I will personally bring that to my bank to put as a principal payment for my vehicle to get the accurate amount I owe. I will no longer do business at this dealership or any Morgan auto group and I want this resolved immediately. 
  Sincerely,
  *****************************

  Business response

  03/21/2024

  Unfortunately, there is nothing we can do to assist. The guest was upside down on the vehicle she traded in, which carries the negative balance onto the new car she purchased. Now that her family is expanding, she wants to trade; however, banks have tightened up and will not advance enough for them to trade them out. Our General Manager and our Regional Manager both reviewed this and until the negative equity is addressed, it will be difficult for our guest to get financed.  

  Customer response

  03/22/2024

   
  Complaint: 21356399
  
  I am rejecting this response because:
  My negative equity on my prior vehicle is not an excuse nor reason for the employees of this establishment to FALSIFY information on my documents and lie to me about what the new vehicle cost would be since I was never informed when I asked since there was no window sticker, they ILLEGALLY used my refund from my warranty from the vehicle I traded in and put as a down payment WITHOUT my permission I had another dealership tell me what it was when I showed them my documents. I had 3k negative equity roll over but yet was sold a car for $39k when it was supposed to be sold to me for $31k as what the original window sticker was priced at. Now if I was TOLD at that time they were going to mark up the vehicle 8k just to make a **** sale I wouldnt left with my current vehicle. Its sad that I find all of this out when trying to get a bigger vehicle. Ill keep my car but this dealership needs to own up to the shady things theyve done to me just to make a deal and I want all of my down payments back to me before I take legal action especially with using my warranty refund. 
  Sincerely,
  
  *****************************

• Initial Complaint

  01/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ******* Santa Fe on November 26 2023. All seemed to be fine. In about 4 weeks I started to have problems with the front parking sensor Warning light, it showed error. and after a day it started working again so I was not too concerned about it. Five and a half weeks in it completly stopped working all together. This was tuesday the Jan, 9th ****. So, wednesday January 10, I made an appointment at Toyota of Tampa Bay for thursday the 11th at 8:00 am. I Told them what the problem was. When I get there, I drive-up in-service bay before I get out the car the service agent his name is ****** tells me I need to take it to a ******* dealer for repairs. I talked to him for about 25mins he tells me it is going to cost ****** to check it. So, I told him I have a bumper-to-bumper warranty so he says they will check it for free. Three hours later he says something has been chewing on the wires and shows me a video of insulation on the engine that was not there when i handed the keys to him. After that I was passed from person to person five times. I ended up in the service manager's office. And he is telling me this all happened at my house I have no problem with rodents or other small animals. So, I asked for an estimate another hour goes by and ********************* the service manager tells me it will cost ******* to fix the wire and I should call my insurance company. Which is not right at all he hands me the keys and i leave very disappointed. I feel completely cheated.

  Business response

  01/15/2024

  I am sorry that you feel as though you didn't have a stellar experience with us. After researching your issue, I found that you have already spoken to management and was offered a discount on the repair. We, by no means, created this issue. It appears to be an act of nature, as this happens often when the weather turns cold. Smaller animals are searching for anywhere warm to protect themselves from the cold. This has happened to me, actually, so I do understand the frustration. You don't have to have a rodent issue to experience their intrusion and the damage associated with it. We, however, are not responsible for the damage and will not be providing this service for free. We will be happy to honor the original discount offered by **************** and wish to retain you as customers at Toyota of Tampa Bay. If you cannot pay for the service, filing it on your insurance may be helpful, as a deductible may be a lesser amount. 

  Customer response

  01/16/2024

   
  Complaint: 21141425
  
  I am rejecting this response because: It is a lie, There is no small animal problem at my location. there are no signs of a small animal problem. I have looked around the propertyfor signs of any damage, found nothing. And they never offered me a discount they never  show me an estimate. all they kept saying it didn't happen there and gave me the fast shuffle.
  
  Sincerely,
  
  *************************

  Business response

  01/18/2024

  Your "WalkAround"video that your service technician sent to you clearly details the issue, the extent of the damage therein, as well as the obvious cause. Whether you choose to believe that this is an act of nature or not, we do see this quite often when the weather gets cold. It is not an indication that you have rodents in your home, by any means; however, rodents are wild animals and will travel near and far to find warmth in attics and cars to protect themselves, as previously explained. Toyota of Tampa Bay provides initial videos for our customers in full transparency as a courtesy and having our integrity questioned by insinuating that we would take the time to cause and stage this damage is,frankly, disrespectful. We will file a copy of your complaint, redacted versions of your original estimate and your discounted estimate (free of any identifying information, of course), and your "WalkAround"video. We will happily share the estimates and video with any customer who may read this complaint and have concerns. Again, we will honor the discount that you were offered while here if you'd like. If not, we have made every effort to reconcile this issue with you and will not repair an act of nature for free, as you seem to expect. We hope that you accept the offer and allow us to repair your vehicle, but if you refuse, we appreciate the opportunity to review your concerns and apologize in advance if we are unable to come to a resolution. 
  

*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. ↩