ComplaintsforToyota of Tampa Bay

• Initial Complaint

  09/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have never purchased a car here. Never been here and live out of state of this dealership. However, since 2018, I continue to receive multiple emails every few months saying my Toyota car (I have a ****** is due for service at this location. I have reported the email to jum, contacted the General Manager and the person who emails me letting them know to remove my email. I have called the dealership multiple times, reported the email as spam. The email has my first and last name, email address but incorrect vehicle information. I get contest promotional emails even after giving my best effort to remove myself from their email list. I have contacted them many times, blocked their email, and somehow continue to get harassed to the point where I might obtain a lawyer. When I speak to a person on the phone at the dealership, they look up my email and name verifying I do not have a car with them and have never been here. They say I am not on their email or call list. A few weeks later, I get harassed by them again. I also get phone calls regarding a Toyota purchased from their dealership, which I purchased my ***** in *****. I need help contacting them as this is borderline harassment and spam.

  Business response

  09/07/2022

  My name is ************************* and I am the General Manager of Toyota of Tampa Bay. I have no recollection of every speaking to you about this issue, so ***be it was my GSM or someone on my management team. I have been the ** for 2.5 Years now. Regardless I would like to resolve the issue and I am really good at hunting down these issues and solving them. 

  I have went through all 4 of our databases and we can not pull this person by Name, Email or phone. I checked with our Toyota Marketing Database as well and nothing pulls up.

  My guess is one of my 3rd party marketing vendors bought and outside list and somehow you ended up appended as owning a Toyota. I tried calling you and texted you my contact info but at the time of this writing I have not heard back. 

  What I need a copy of anything you receive via email so I can start to back track the vendor that *** have your wrong information. In addition, I am going to send your info to my marketing director and have her personally contact all vendors we currently use for marketing and see if we can find a match. 

  This is usually easy if someone is in our database, i just go click DO NOT CONTACT and it all goes away, this is a little tougher not knowing where the communication is coming from. So if you can help me by forwarding any emails to me directly at ************************************ You can text me or call me at ************ and provide any number that contacts you. 

  I apologize this happened and wish I could explain why, but I know all the right people to contact to try and help us resolve this. 

  Thanks for reaching out and making me aware of the situation. Look forward to finding the resolution. 

  Customer response

  09/08/2022

   
  Complaint: 17929652
  
  I am rejecting this response because: I left you a voicemail since you did not answer-so I did contact you, dont lie, I have emails from: *****************************-General Sales Manager, Service Consultant-***************************,, *********************-General Sales Manager, ****** Nurse-Toyota of Tampa Bay-VIP Vehicle Exchange Director, appointment reminder emails. An email from: ************************************, ***************************** at Toyota of Tampa Bay-************** | ************************************, carafe reports. You may not be able to find me in your database, so you say.  But, I have over 30 emails and this is harassment. 

  I am rejecting this because I have never been here therefore, how could you "sell" my email out? 

  Emails that have OTHER CUSTOMERS name, phone number and car information on it. 

  Delete my information and I hope this is the end of communication. 
  

  Customer response

  09/19/2022

  Hello,

  I have received many emails since 2018 and have replied back a few times to the person in the email, see attached. In addition, I have received receipts with customer info, see attached.

  I have also called the dealership and spoken to people there. Since reporting to BBB, I have continued to receive emails. I have also blocked their email, moved to junk, and continue to get emails.

  Left a voicemail for GM after reporting to BBB, heard nothing. Still get emails.

   

  Please help

  Business response

  09/21/2022

  Complaint: 17929652
  
  I am rejecting this response because: I left you a voicemail since you did not answer-so I did contact you, dont lie, I have emails from: *****************************-General Sales Manager, Service Consultant-***************************,, *********************-General Sales Manager, ******************-Toyota of Tampa Bay-VIP Vehicle Exchange Director, appointment reminder emails. An email from: ************************************, ***************************** at Toyota of Tampa Bay-************** | ************************************, carafe reports. You may not be able to find me in your database, so you say.  But, I have over 30 emails and this is harassment. 
  I am rejecting this because I have never been here therefore, how could you "sell" my email out? 
  Emails that have OTHER CUSTOMERS name, phone number and car information on it. 
  Delete my information and I hope this is the end of communication. 

  In response to the above message, I called and left a message for *************** and texted her to call me. She called me the next morning after I wrote the response and left me a message while I was in my morning meeting at 10:08am. Specific instructions not to call her back. So I did not lie to the guest. 

  Until the guest can supply me with phone numbers or correspondence she has received, I have exhausted all options. We have probably dealt with ***** different advertising vendors since 2018 and i have no idea who to contact to back track this. I want to help her and I understand why she is upset and rightfully so, but without her forwarding me an email or phone number I don't know which vendor to contact to stop it. 

  I have verified she is not in any database i have direct access too and therefore left to believe this is a 3rd party vendor who we pay to market on our behalf. We did not and do not sell any of our customer records and she was never a customer of ours even if we did. 

  So again I extend my apologies that no one has taken the time to research this as deeply as I can, but she has the right person who can help resolve this once and for all once I can get any current emails or phone calls (the phone number is a tracking number by a vendor so usually easy to back track). 

  My email is *********************************** and my cell number is ************. She is welcome to email or text me information since she does not want me to call her and I will go to work. Neither one of us created this issue, but through productive communication, we can resolve the issue once and for all. 

  Look forward to receiving something from **************** so I can resolve this for the both of us. This is big waste of her time as well as ours and I am sure what ever company has her information is charging me every time they solicit her so I would like it resolved sooner than later to save money as well. Win Win for both parties :-) 

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 27th, 2021 I purchased a 2019 ***** Malibu with ****** miles on it and I was promised an ******* mile powertrain warranty by the sales manager at the time. In March of 2022 I brought the car back to the dealership because it was having issues and they determined it was the battery which was not covered under warranty and did not indicate any other problems with the car. In June of 2022 I had the car towed back to the the dealer because it broke down on me after getting an oil change. Initially they determined the fuel pump and the fuel pump module was the problem. I was told that my warranty expired in at ****** miles and that I never had a ******* mile powertrain warranty. I was also told that the parts were out of stock and they did not know when they would be back in stock and that they were not going to get me a rental car because the car was not a toyota. Then on July 20th , my birthday I was told the parts would be in by the 28th and the total would be around $1,500. I got a call on July 27th saying the part came in early and my car would be ready the next day. Then on the 28th I got a call saying that my engine was very sledged up, that I needed a new engine and the new engine would cost me $******. When the car was towed to the dealer it had ****** miles on it, so in ****** miles while getting regular oil changes the motor has gone bad and I was told that my ************ were to pay the ****** for a new motor or put down ****+ to try to get another car loan for another car. In early August I went to the dealership to try to speak to a manager about this situation and they sat me with a salesman who's only concern was how much I had to put down so that I can get approved for another can loan with so much negative equity. Please help I feel as if I'm being take advantage of.

  Business response

  09/08/2022

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

  Thankyou for letting us know about your situation. I just spoke to your Advisor *********************** and he got me up to speed on what transpired. I did look at your purchase contract and see that you purchased a 2 year / ****** mile extended warranty which would be expired. I do not see anything in the signed contracts stating a warranty up to ******* miles anywhere in the paper work so I can not speak to that, only what I see signed and agreed to by both parties. 

  I asked **************** to pull the vehicle in to see what could be done more economically to get the vehicle repaired. The price quoted was for a new engine direct from *************** I asked them to look at remanufactured engines and used engines as well to see if we could get the price down and possibly assist you in some manner, because I agree that's a lot of money. 

  I looked to see if we could trade you our but due to your current credit profile it has made it very difficult to impossible to do so without a large down payment, hence why the salesman kept asking you for that. This is a reflection on your credit worthiness and less to do with the dealership trying to make profit. 

  We will need a few days to see what we can do as far as repairs so let me get some quotes from my team and see if I can possibly offer some finance assistance. 

  I will be in touch as soon as I get the information. 

  Thank you again for letting me know about your situation. 

• Initial Complaint

  08/03/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  July 11 or so I went in to purchase a vehicle doing so I traded in a 2018 tundra that had 120,000 mile extended warranty with gap insurance during the trade-in because I had so much equity in my vehicle I told them explicitly no money down only trading in the vehicle I told him I was to receive my gap and my extended warranty money back,, it was known between Mickey and the sales guy and Matt in finance manager ,, then they missed lead me and misrepresented to me and had me sign a piece of paper surrendering it over to them when we had an agreement that they were not supposed to receive it, so technically they used misleading sales tactics and fraud to complete this deal there was $820 I was owed to me plus the gap insurance i've spoken to Greg the general finance manager and Damien the sales manager and they are protecting their employee JP John P*** who is the one who stole and had me sign papers knowing that they were taking money from me they should not be, we had a straight up deal and they change the deal and then misrepresented and Presented another deal to get me to sign for the car therefore the car should be returned under misleading sales tactics and fraud,

  Business response

  08/08/2022

  Business Response /* (1000, 5, 2022/08/04) */ Contact Name and Title: Gregg Willard Contact Phone: XXX-XXX-XXXX Contact Email: ********@toyotaoftampbabay.com Speaking the Desk Manager they knew the deal was Zero Down and when we spoke to the F&I Manager he was confused because the worksheet they had the payment circled with money down and then zero down circled. He assumed the guest (most do) use the cancellations as a down payment and I can only assume that neither the guest or the F&I manager. Discussed this. No problem we just call the contract back and remove the down payment and have the guest resign. Very easy solution. The only person that benefits is the guest when the money is used as a down payment because it lowers the monthly payment due to the lender. The dealer does not benefit in anyway...If we lower or take away the down payment, the payment goes up. The finance manager who handled Mr. *****'s contract recently got promoted to another one of our locations and Mr. ***** came in Wednesday morning and I introduced myself and informed him I called the finance manager last night to review the guest concern with him. Mr. ***** would not let anyone else speak and just told me what I should do, informed me he was going to leave a bad review and walked out of the store. Finally got a hold of the Manager who handled his deal and he said yes he could have made the assumption the cancellation was being used as a payment (again 99% guest use cancellations as a down payment to lower their payments) So if Mr. ***** would like to contact me my cell phone number is being provided and I would be more than happy to pay to have the contract recalled and cancelled and we can remove the $820.00 and resign a new contract. Please note that his payment will go up $11-12 dollars due to he is increasing the amount borrowed from the bank for the term of the loan. Again, we apologize for the miscommunication or error and looking at the paperwork I see where a F&I Manager could assume (definitely should not have) and willing to pay to cancel the deal to make sure we redo the deal to what the guest expectation was. Very disappointed to have a GREAT guest who bought 7 vehicle's from us to think that we purposely did this and had something to gain when we clearly don't. If we could have had a discussion while at the store this could have easily been resolved. Look forward to resolving the matter for him. Consumer Response /* (2000, 7, 2022/08/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept their response as long as they uphold their end of the agreement this time. BUT I would like to point out that some of what he said is untrue though,,, I had already been calling in for days asking for the salesman asking for JP getting pushed off to everybody else finally got irritated talk to Damien Damien didn't return phone calls for days while trying to get this issue resolved before I came into the show room and showed my ****, I only showed my **** because they were not taking me seriously on the phone not returning phone calls for days at a time and they still did not do anything until I filed a complaint they have never been in contact with me even though I've purchased seven vehicles from them they know where I live and I know my phone number they did not try to resolve this until my complaint but I look forward to redoing the contract Monday, August 8

• Initial Complaint

  06/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Toyota of Tampa Bay still has not sent me the $25.00 gift card for test driving a vehicle 8 weeks ago.

  Business response

  06/23/2022

  Business Response /* (1000, 5, 2022/06/21) */ Mr. ********, I looked into this and see you spoke to our Manager Mr. Michael G. last week and he investigated this concern and found that the salesperson did not turn in the request for your test drive card. He reached out to our Marketing Director, Lynn H. and she processed immediately. I contacted her on 06/21/2022 and she confirmed she processed and estimated it should be in your hands in the next 7-8 days. I apologize our sales associate missed turning this in and appreciate the opportunity to rectify the situation. My Cell is XXX-XXX-XXXX if you do not receive please feel free to reach to me directly. Consumer Response /* (2000, 7, 2022/06/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I called and spoke with Greg the GM. Our verbal agreement is accepted, and Reggie needs a Kudos.

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lied to about price of vehicle and pulled my credit based of false information. GM contacted me and acknowledged but never followed up with resolution

  Business response

  07/18/2022

  Business Response /* (1000, 10, 2022/06/21) */ After my investigation, I would have to agree with you that the way your visit and inquiries were handled, was less than satisfactory. I backed tracked through your communication with our store and found when the manager you contacted regarding the Camry looked at a text message that I had sent out the staff advising we had a shipment of vehicles arriving which included two Camry LE inbound for delivery. What they failed to do is to properly inform you that these vehicles were inbound and had not been delivered to our store from Toyota yet. So, when you arrived, Dillon was caught off guard and embarrassed of the error and instead of getting the manager to come out and apologies for the miscommunication, he chose the opportunity to try and sell you what we had on the ground. I take no issue with the later, but I do take great issue that my staff made an error and failed to be transparent and admit their error. Salespeople in general are trained to overcome objections and obstacles I do not take fault with Dillion trying to offer you other suggestions in the absence of having what you initially inquired about. That is his job and what they are trained to do, overcome objections and obstacles. When I spoke to Dillon, I felt he was very sincere and straight forward with me. He stated he really thought the vehicle he presented to you had a retail selling price in the low $30K range and was honest when he said it. Upon my research is when I found that vehicle had yet to be stocked into our inventory and my true believe our manager went by market area average for the vehicle plus our Toyota of Tampa Bay Advantage program that's added to every New and Pre-Owned Vehicle. Normally what would have happened is the vehicle would have been stocked in and priced according to our cost, market area average, reconditioning, and the Toyota of Tampa Bay Advantage program. This did not take place. Regardless, this vehicle would have been priced above what you were looking to spend, Now, it's common for a guest to come to a dealership with a budget in mind and leave paying more because they chose a new one over a pre-owned or choose to upgrade models, but again, that is always the consumers choice. Everyone has a different view on what they want to spend on a vehicle and what features and benefits are important to them. I was not there for the conversations, but I can only assume from below you were vocal on what budget you were attempting to stay in. Dillon was correct to request credit so that we could determine if we could get you to your payment range you discussed, that is the normal course of a car deal. I will have to disagree with your statement that it was an unauthorized credit pull though, we cannot pull any consumer credit without consent from a guest and them either providing digital or written consent on a credit application. But I can understand you feeling it was a wasted inquiry when you did not purchase a vehicle from Toyota of Tampa Bay due to the mistake Dillion made in telling you it was in the lower $30's when it was not. The good news is that credit bureaus allow you to shop multiple lenders in a span of 30-45 days and it only counts as one credit pull, so to the fact that you purchased at AutoNation, the credit pull between both locations as one. From Consumer Financial Protection Bureau: For example, let's say you are looking around for an auto loan and you authorize five lenders to check your credit score(s) within a 14 day time span. All those inquiries should count as one inquiry. So, for Dillion's part in this I do find he made a mistake in not being transparent when he found out the Camry LE was not on the lot and his error in pricing on the vehicle. He has not motivation to mislead you on the price because I don't know many guests who come in wanting to spend X amount are willing to raise their expectations $8000.00, although is can and has happened its rare. I take fault with my manager who should have gotten up off his chair and immediately came to you to disclose this error of Dillan's and see if anything he could do to assist you in our error, instead of sending Dillion out to present the offer you received. The Manager thought he was saving face by putting something together, but in the end all he did was embarrassed himself and my organization. So, I do extend my sincerest apology and regardless I will be using this as coaching moment for my leadership team. They do a great job 95% of the time, but I would not be a good leader if I did not take a failed situations like this and use them as learning lesson for the ones who made the errors and for outer teammates that follows. When speak of a resolution for you, could you please clarify what resolution you're looking for? We don't typically offer any resolution when a consumer and a dealer fails to complete a car deal, so I guess I would appreciate a little more detail on this topic. Thank you in advance for reaching our and letting me know of your experience and I promise you it does not fall on death ears. I am pleased you're still a Toyota customer and got the deal you were looking for, albeit at another location. Consumer Response /* (3000, 12, 2022/06/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not a resolution and the same info copied and pasted from an email sent to me previously. The GM never responded to my reply which is why I filed this complaint. Sorry is not a sufficient resolution.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Please see attached complaint received from consumer

  Business response

  07/11/2022

  Consumer Response /* (3000, 6, 2022/05/06) */ ***Document Attached*** List of promises $41 k trade in $46 sale on new 4Runner with remote start with 4 years toyocare $1000 military discount Free 10 year warranty Pay off loan $6600 Consumer Response /* (3000, 10, 2022/05/21) */ Talked to manager and he doesnt care what BBB rating is! D minus F who cares? They are all crooks and liars! They need to be put in jail! Stealing from disabled Veterans Consumer Response /* (3000, 18, 2022/06/06) */ No they refuse to consider rewriting the contract but i did manage to cancel the warranties which still doesnt help lower the monthly payment! Can we do a class action lawsuit with all the other complaints? Please help me resolve this or point me in the right direction! I cant afford the payment with this extra $100,00 tacked on! My payments should be $270 not $389! I am a retired Disablied veteran and they took advantage of me! i trusted them because I have been a customer for many years! This should be criminal! They called me at home and offered me $41,000 trade-in on my 2019 4runner and the list price on the new one was $46,000! I should have only financed the $50000 difference plus the payoff on my 2019 of $6600 plus tax and tags! Under $11000 but the total after their theft was $23000 Business Response /* (4000, 24, 2022/06/21) */ ***Document Attached*** Mr. S***** purchased at 2022 Toyota 4-Runner on 04/24/2022 from Toyota of Tampa Bay. Document 1 Attached shows the negotiated price for the vehicle which was $53,460 before his trade and taxes and dealer and state licensing fees. Document 2 shows what fair market value was for the vehicle at the time of purchase. In addition, Mr. ****** was given above market average for his trade-in on his 2019 Toyota 4-Runner as seen in Document 3. Average trade-in was $37,675 by J.D. Power to $38,310 for Very Good on Kelly Blue Book. Toyota of Tampa Bay agreed to give him $40,000. The guest came back to the store on 04/26/2022 and meet with our General Sales Manager (GSM). Damian Gonzalez, and felt that he was taken advantage of and was rushed, and GSM offered to unwind the vehicle completely and the guest did not want to do that. So, our GSM decided to reduce the overall selling price by $3000.00 to $50,000 dollars before taxes and fees since the deal had not been finalized and submitted to the bank. This was a decision I did not agree with, but he stated he wanted to help Mr. ****** and give him something for his service to our country and being a veteran. I finally agreed and we recontacted the deal for Mr. ******. Mr. ****** then went to the Finance Department to sign the new contracts. Due to the ongoing issues our GSM asked our Finance Manager, Jeremiah ****** to make sure the guest clearly signed the menu with the products he wanted to purchase to insure there was no confusion. This is exactly what he did as shown in Document 4. The guest clearly purchased a 10/1000,000 Extended Warranty, Road Hazard, Dent Repair and Window Tint and clearly signed for 72 Months at $389.79 and drove out of the dealership with his new vehicle. Mr. ****** called into to the store several days after this and spoke to our GSM again. He requested that we lower his payments, and he was told that we already did this for him, and the only options were to cancel the deal all together or we could cancel his extended warranty he agreed too which would lower the term of his loan. He agreed and said he would do that. Mr. ****** called sometime in the middle of May 2022 and again tried to get the GSM to lower his payment and when he was told no, Mr. ****** became very vulgar on the telephone and then threated violence towards our GSM telling him he was going to come in and "kick his a**". At this point communication with Mr. ****** ended between Toyota of Tampa Bay and the guest. Mr. ****** received more than a fair price for the vehicle. The 2022 Toyota 4-Runner he purchased at the time was going for $49,700 at wholesale auctions as seen in Document 5. Even though we don't offer a return policy, the GSM offered this to him on several occasions since he thought he could make the guest happy getting him out of the deal completely. The dealer could have sold this vehicle for much more, but we put guest satisfaction above profits. Toyota of Tampa Bay strongly feels we have been completely transparent with Mr. ****** and our dealings, went above and beyond to work with him by discounting the price even though we had a signed agreement. Now we are having to spend our time and energy in defending our actions in the court of public opinion when the guest was offered on multiple occasions to be let out of his agreement. Toyota of Tampa Bay ranked 6th in the U.S. amongst the 1270 Toyota Dealers. We work very hard to insure we try to make every guest 100% satisfied and we are saddened for whatever reason we can not make Mr. ****** satisfied. We wish he would just return the vehicle and we will void the contract, i never want a guest interaction to be this miserable. He could clearly return the vehicle and we will write him a check for his trade-in due to the vehicle has been sold and flat cancel the contract. Usually if Toyota of Tampa Bay receives a complaint from BBB, DMV or FDACS, I usually find something that we did wrong or could have done or communicated better and use them as coaching opportunities for our team. In this case I must stand by the team at Toyota of Tampa Bay and state I feel they have checked all the right boxes and have gone above and beyond normal protocols for Mr. ******. If there are any additional questions or documentation your office needs in your review, please let us know and we will provide. Consumer Response /* (4200, 26, 2022/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Document 4 is a complete fabrication and forgery! The sticker price was $46000 not $50000 and they added an additional 10,000 to the bae price without y approval;! I was preapproved by USAA to but this car for $46000 at 2.4 % and they wouldn't give me the listed price so they tricked me into using Toyota financing at &% interest! These guys are liars and scammer's and should be held accountable for their criminal behavior! DO NOT ever use this business and reading the past complaints it proof they are bad people! Forgery is a crime people! I have audio tape I recorded on my phone the sale manger claiming he was giving me a 10 year warranty free all lies! I plan to but signs stating Toyota of Tampa Bay are crooks and scammers and posting them along Fletcher Blvd to try to protect future victims! I wish I cold have my old car back! That was never an option as they claim! I will NEVER BUY Another toyota!

• Initial Complaint

  04/29/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My Toyota Prius 2013 was recalled for the anti-lock braking system., brake booster and the brakes intelligent system and the recall included it to be fixed for free and Toyota failed to inform me during my last appointment that there was even a recall on the anti-lock braking system back in 2000 19 and 2020 when I had it fully serviced they failed to change anything out now that I'm over the mileage warranty they're saying that they are unable to fix it even though the recall was in effect during my last appointment my last major appointment when they change out the computer system this recall for the anti-lock braking system is between 2010 and 2015 Toyota Priuses ., now the brake booster brake assembly in the anti-lock braking system is not working and they don't want to fix it please help my son have been driving this car for the last couple of years and they failed to inform me he could have killed himself thank you for your your attention I hope we can find a solution thank you ****** ****

  Business response

  05/26/2022

  Business Response /* (1000, 5, 2022/05/04) */ Contact Name and Title: Erica O, Director Contact Phone: ********** Contact Email: ******@toyotaoftampabay.com The campaign mentioned (******) is not a recall - it is a Customer Support program launched 9/8/2020 that extends the warranty coverage on the brake booster and pump beyond the original coverage limits of 3yrs/36,000 miles up to 150,000 miles or 10 yrs from date of first use, whichever comes first. Per the campaign, The specific condition covered by this program (internal malfunctions of the Brake Booster Assembly) must be verified to qualify. One or more of the following specific Diagnostic Trouble Codes (DTCs) C1391, C1252, C1256 or C1253 will be stored in the vehicles memory to be used as verification. Your vehicle was last serviced at our dealership on 10/04/2019 at 165,859 miles - prior to extended coverage release date, beyond the program mileage requirements, and also exhibited none of these concerns or conditions at that time. Previous to that, you visited 1/30/2018 at 148,097. Again, well before the program origination date, with none of the conditions present at that time either. We did not service your vehicle between Oct 2019 and the current failure, where it was diagnosed that your Booster had failed. Though the vehicle never qualified for the Customer Support program requirements, we did apply $180 off the repair total to assist as goodwill.

• Initial Complaint

  03/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I own a 2006 Toyota Corolla S. The car was purchased in 2005 and I have only taken this vehicle to a Toyota dealership for service. I moved to Tampa for school in 2008 and have been using the Toyota of Tampa Bay ever since. No other facility or dealership has changed the oil/completed a service on this vehicle. I brought it in for scheduled maintenance 03/27 at 11:15am. Service advisor is Kevin Jofko and the technicians name is Drake Coller and Brian Roberts. I was sent a video with audio that my car was ready for pickup and that it was well taken care of but they recommended a coolant flush. I went ahead and approved the coolant flush. Two hours went by, I was called by a service technician who advised me that my car won't start and it will be $1600 to fix a fuel pump. I asked that they return the car to me in the condition in which it was dropped off and I was told that this is impossible unless I pay $1600. I was told that they will not pay for a tow truck to have the car brought to my home and they will not release my vehicle until I have covered the service costs. I have to work tomorrow and will have to call in to address this because Toyota refuses to work with me. They are saying they best that they can do is 25% off. I cannot afford this. I only service my car there and was never told that there was an issue with my fuel pump prior to today. The service advisor now refuses to take my call. I have left several messages. I have video that I can share if proof is required. Please help. I would like to return to work as soon as possible.

  Business response

  04/27/2022

  Business Response /* (1000, 7, 2022/04/13) */ Contact Name and Title: Erica Ortiz, Director Contact Phone: 813-933-6402 Contact Email: ******@toyotaoftampabay.com Vehicle came in for oil change service. During service, electronic fuel pump stopped working. Diagnosed at no charge, found aftermarket fuel pump installed had failed. Vehicle has 230183 miles. Reviewed complete video footage of service. at no point, was fuel pump located inside the fuel tank tampered with. Offered discounted repair, customer declined. Offered alternatives - aftermarket, used, etc. at dealer cost. declined. Ultimately, replaced fuel pump as one-time good will to customer to restore relationship.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They do not care about detail. I got my bumper fixed here when I was rear ended and my hood after a truck backed into it and left a dent, my bumper has a piece of hair stuck to the paint and my hood was rusted, you can see small chips of rust by my windshield wipers , I should have went with my instinct and took it to a small mom n pop body repair shop. They also only estimated 3 days for the repair but charged me 11 days for a rental. My repairs are supposed to come with warranty so I want my paint fixed and money back for the rental. Not to mention both times I picked up my car there was a new light on and they tried charging me thousands to take off the code.

  Business response

  04/07/2022

  Consumer Response /* (2000, 5, 2022/04/01) */ Hi, can you please delete the reviews, I spoke with the collision department and they are fixing my paint, & I have to call my old insurance to pay me .

• Initial Complaint

  01/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid off my car loan and I am supposed to get my GAP insurance refund. I've spoke to Capital One who advised me yo talk to Toyota of Tampa Bay. I called and spoke to the finance director Ali S. who sent me the paperwork. I filled out the paperwork in Oct of 2021 emailed it back and have yet to receive my refund. I've called a few times just to be told it will take a few weeks...it's now Jan 3,2022 and still nothing.

  Business response

  01/21/2022

  Business Response /* (1000, 5, 2022/01/08) */ Spoke to guest 01/08 and apologized her claim did not get submitted. She is forwarding me the information via email and we will fast tract this for her to make sure she receives her refund from the insurance provider as fast as possible. Consumer Response /* (2000, 7, 2022/01/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept their response however I still haven't received my refund as of 1/18/2022...If my refund isn't received by 2/7/2022 I will reopen this complaint.

*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. ↩