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:04/21/2025

  Type:Product 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 gave the dealership ******* deposit for dealer trade they never made over 2weeks ago I asked for a refund. I cant get a response ,all I am asking for is a refund on something I never received.

  Business Response

  Date: 04/21/2025

  We have been in direct contact with the consumer and the refund will be handled shortly.

  Customer Answer

  Date: 04/22/2025

   
  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. All has been resolved.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:03/31/2025

  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.

  We bought a car from Venice Toyota a few weeks ago and were told there were 2 keys that came with the vehicle. We negotiated with the ************ and eventually settled on a price we agreed to pay. Little did we know they decided to take away 1 key due to lowering the price of the vehicle. Not once were we told this and not once were we informed that this discount had anything to do with the key. we thought it was an agreement, Since coming into the dealership we (4 witnesses) were told there were 2 keys for the car. After purchasing the car we asked for the 2 keys and the sales *** we were with said they couldnt find it and it and they would have to look for it in the back. We were then texted by another sales *** that because the price was lowered they are not giving us 2 keys. This was never stated and after fighting back they called us again and said we actually dont have 2 keys with this car it only has 1 and we apologize for misguiding . This is by NO means alright because then they downright lied to us 2 times with buying this car. If we knew the car did not come with 2 keys we would probably walk away from the purchase but it was only AFTER filling out all paperwork, making the sale ***. did the company tell us they were withholding the key OR dont have a second key. Still unsure what is true. But this was a SCAM. We want a second key as PROMISED or money that would amount to the key to purchase a Jeep Cherokee 2019 key. I have text messages to prove this withholding although they never stated this to us when purchasing. This is not right for a company to lie since we still paid over ***** and didnt receive 2 Keys as promised. They are now being rude and unhelpful now that they have already ripped us off and taken our money. They cant tell us this once we already make the purchase as it was never stated when signing or in the contract at all! I will be continuing to fight this and making sure I rate this company appropriately for scamming us.

  Business Response

  Date: 03/31/2025

  We are researching this matter internally and will contact the consumer directly to resolve

• Initial Complaint

  Date:01/17/2025

  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.

  Update they screwed us and now are ignoring us. They sold us $3500 bumper to bumper warranty. Now we have major engine leaks and warranty company ***** is saying Toyota didn't buy bumper to bumper and there isn't such a thing. They want to charge us 1500 for repairs and dealership is too busy making sales to call us back. We got scammed. You can't trust these guys and once they get paid they don't care. DO NOT BUY FROM HERE!!!

  Business Response

  Date: 01/17/2025

  We have already spoken directly with the customer and have scheduled them in to resolve their concerns.

• Initial Complaint

  Date:04/29/2024

  Type:Billing 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.

  I am confused why my mom is being told she will be charged for (15) hours of labor whether or not those are the actual hours worked to repair her vehicle.This is not a practice I have ever encountered -whether service was provided by a dealership or private mechanic. It does not feel legal or ethical. My expectation is that she will be charged for (labor) hours actually worked. Please clarify your policy to clear up any confusion around this situation. Thank you

  Business Response

  Date: 04/29/2024

  Without knowing the exact specifics of the situation or repairs required, I can explain dealership labor rate charge basics.  All labor operations are charged by the hour, along with the corresponding dealership hourly labor rate.  Dealerships rely upon manufacturer and 3rd party data recommendations for all labor operations suggested for a specific repair on a specific vehicle and bill the customer for those associated hours.  These hours can best be described as the industry average time for a technician to complete the needed repair.  It is worth noting that when a dealership performs "warranty" repairs to a vehicle, the manufacturer reimburses the dealership in the exact same fashion; by hours allowed for the repair.  If for some reason a warranty repair pays a technician 5 hours, but it takes the technician 8 hours to perform it, the technician is still only paid for 5 hours of labor.  I hope this simple explanation answers your inquiry.

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21631178
  
  I am rejecting this response because although I appreciate your explanation, this repair was not covered under warranty. If you can clarify your policy when this is the case, that would be appreciated. 

  Best I can tell , I do not  see an itemized line item for actual number of hours of labor performed on this bill, just the charge and a note about "Goodwill Pricing Adjustment" made. 

  To clarify, if a customer is told the expected time to repair will be (15) hours they will be charged for that whether or not the Technician actually works for (8) or (18) hours on the vehicle?

   

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

  Business Response

  Date: 05/13/2024

  To explain labor hours again, we bill hours to perform such services by the allowed labor times provided by 3rd party sources, not by actual time it takes a technician to perform the action.  This method is industry standard at all franchise dealerships.  Some technicians may take less time to perform a specified repair, while other technicians may take far longer to perform the repair.  To resolve this discrepancy, 3rd party sources establish industry average times to complete a specified repair and we bill the customer for this time.  

  I was able to source the repair order you are referencing.  As you can see, our shown "rate" is $189.95 per hour.  Under the "concern 2" area, you can see *****, which is the hours billed.  $189.95 times ***** should equal $2849.25.  The labor charge on your repair order is actually $2249.25; we discounted the labor rate down to $149.95 to assist the customer financially....roughly a 20% discount.  Also on the repair order, all parts were discounted roughly 5%. 

  In the end, hours are hours and that is how we charge labor operations. In hardships such as this, we have the ability to offer goodwill labor rate discounts to assist customers financially.  

  I hope this provides a clearer picture regarding the repair performed.

   

• Initial Complaint

  Date:03/21/2024

  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.

  Jan 12 this year paid ****** for 2022 ******* Santa Fe, venice toyota required that we pay them for registration in another state instead of us doing our own ****** now is March 19, over two months later and have no ***** or title. currently have car parked as a result. it was a cash sale. the dealer has given us many promises followed by excuses. the latest being that they sent it to the wrong address. can a dealer sell a car and not provide title? is there a time requirement to provide ****** we have contacted ********** veh for fla, they said that Toyota has gotten temp ***** but has not even requested any title work at this point.

  Business Response

  Date: 03/25/2024

  Our dealership mistakenly mailed the temporary tag to the customer's out of state address.  We are in the process of physically delivering a new temporary tag to the customer's ******* address and are working to complete all outstanding tag and title work by 4-4-2024.

• Initial Complaint

  Date:03/14/2024

  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.

  I bought a 2021 Venza from this dealership last may I believe, and was told upon purchasing that I had to wait three months before refinancing. When the three months were up I went to my local credit union to refinance and was told I would need a copy of the title. When I called Venice Toyota I was not given an answer, and figured I would wait awhile. Calling back several times over the months including last week, and was told that the lien holder ************* still has not received the title from the dealership. Researching this I learned that there is a ***** day window to get this title to the lien holder, and it has been almost a year. I have not been able to refinance at a lower rate in that year because of the negligence of the dealership.

  Business Response

  Date: 03/14/2024

  Hello,

  As this was an "out of state" purchase, the processing of title did experience a small delay.  In the attached file, you can see that the ***** title was processed on 11/28/2023 and the lienholder was registered.  In most instances, the customer can request a duplicate copy of the title from the state, which will show the actual lienholder.  I must say a lender requesting an actual copy of a title to process a loan...and pay off a lienholder...is a very uncommon request, as most customers with a lien do not physically possess the title in those instances.  I do suggest the customer contact the current lienholder for the requested documentation if the ************** is unable to fulfill their request.

• Initial Complaint

  Date:10/13/2023

  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.

  ******** can explain ******************************* or *************************** can verify that it wasnt a new tire and it was dry rotted. I brought 4 tires cause they had a deal going on buy 3 tires get 1 for a $1. I already had a new tire on there so I told *************************** that I wanted the newer tires that was on the truck put on as my spare, cause my spare was dry rotted and The chains has made indents into the tire. He didnt follow through to double check that it was done. I could have GOTTEN KILLED if that TIRE HAD BLOWN OUT!!!!!!!

  Business Response

  Date: 10/17/2023

  Pulled original service records and found no notes or price to mount and balance the spare rim for customer on 9/21/23. Customer came into dealer on 10/11/23 and dealer provided customer with a brand new tire for the spare rim for customer satisfaction. 

• Initial Complaint

  Date:10/13/2023

  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.

  I bought a car from them four month ago and they still havent sent the title to the bank that holds the loan.

  Business Response

  Date: 10/13/2023

  We are aware of the concern and are working towards a resolution.  The customer obtained outside financing and the title was sent to the lending institution.  In processing the title, Venice Toyota made an error and did not register Navy ******************** as the lien holder.  We have requested Navy Federal to return the title to us so that we can process the proper lien, but they will not do so without written permission from the customer.  Apparently Navy Federal did send a request letter to the customer, but to an incorrect address.  We have been in contact with Navy Federal and should be able to resolve this shortly, as we need cooperation from all parties involved to rectify the situation.

• Initial Complaint

  Date:09/12/2023

  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.

  On 09/06 I Saw a sponsored post on ******** from Venice Toyota for an "UPSIDE DOWN & PAYOFF SALES EVENT" Claiming they "PAY OFF THE TRADE NO MATTER WAHT IS OWED & TERMINATE YOUR EXISTING LOAN OR LEASE!" I messaged with the ******** account reading a voucher mentioned in the post. The person on ******** stated I needed to set up an appointment to receive voucher for the event. So I set one up for Sunday 09/10 at 1pm. When I arrive to the dealership the Three people I was told to speak with (******** Event Coordinator, ****** or *****) were not there. I Showed the guy at the front desk the barcode for the voucher I received and he had not idea what it was. The guy at the front desk offered me exactly KBB on the car. Disregarding the event entirely. I asked the person on the ******** page for more info and she directed me to talk to *************************. I Called the store asking for ***** and he was not in either. Instead talked to ****. **** also refused to acknowledge the event and was rude and disrespectful to me and proceeded to hang up on me after asking to talk to someone higher and/or the owners contact information. This is false advertisement. I called the store before I came to ensure the deal and they kept telling me they "have to see the car" before anymore details are given. I live 1.5 hours away. **** claims the event is stating they the negative equity will be rolled over to the new vehicle. I wish to speak to ************************************* and/or *************************** to figure out a way to resolve this issue and regarding the clear and careless false advertisement they are allowing their company to use.

  Business Response

  Date: 09/16/2023

  The mentioned ******** campaign does promise to payoff the current loan or lease, but of course there are disclaimed limitations based upon credit and loan-to-value restrictions.  Any excess negative equity, beyond the approved finance amount, must be handled financially by the purchaser in the form of a down payment.  Additionally, the complainant was adamant that we "give" him the amount owed on his vehicle loan, which was roughly $20,000 beyond the actual cash value of his trade.  Simply put, the ******** advertising does not claim we will "give" you the value owed on your trade vehicle.  Venice Toyota will pay off the loan, with financing within the approved parameters, with the approved credit and required down payment.

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20587865
  
  I am rejecting this response because:

  The advert mentioned does not mention anything regarding loan-to-value or providing a down payment for negative equity, in fact, it states drive for $0 with or with out perfect credit. I never asked for the business to give me anything rather to honor the promotion and pay off the loan as the promotion states and take my car in lieu of a new vehicle. The promotion on the ******** plate does not state that negative equity in excess of KBB value will be rolled over to a new loan/purchase. As this would put you negative and upside down on a different vehicle. There are no disclaimers listed besides with credit approval. 
  

  Verbatim the ad says We (Venice toyota) will pay off the trade no matter what is owed & terminate your (my) existing loan or lease does not say the customer is responsible to pay the company in order for this to happen. 
  

   

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

• Initial Complaint

  Date:08/10/2023

  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.

  Venice Toyota advertised a used 2022 ******* IONIQ 5 SEL SUV, Stock #: NU109631 for $35,426 +$3,620 Taxes and Fees = $39,046 (see pic Venice Toyota IONIQ 5.png).When I asked to buy, they increased the price to $36,426 + $5029.20 taxes and fees = $41,455.20 (Venice invoice.pdf).

  Business Response

  Date: 08/11/2023

  Hello.  Our website disclaimer clearly states that used vehicle pricing excludes tax, title, license, $998 dealer fee, electronic filing fee and reconditioning costs.  Additionally, this vehicle has already been purchased by another party.

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20445499
  
  I am rejecting this response because I documented you falsified the price Dealer Advertised Price (website) aka Adjusted Price (invoice), UNRELATED TO taxes and fees. See attachments.
  
  Sincerely,
  
  **** St. ****

  Business Response

  Date: 08/16/2023

  The pictured pricing sheet reflects the customer paying "cash" for the vehicle, rather than utilizing financing at our dealership.  The aforementioned website disclaimer discloses that failure to finance at our dealership will result in a price increase of $1000 to the advertised price.  If financing is obtained at our location, Venice Toyota will honor the listed internet sale price.

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20445499
  
  I am rejecting this response because I emailed (attached) both ********************* and *****'s manager *********************** for an invoice from ***** "assuming prime lender financing", and *****'s invoice does indeed assume prime dealer financing and does not show any $1000 non-prime dealer finance fee. *****'s invoice also artificially inflated the price by $2409.20, not $1000, so this continued dishonesty is a red *******.
  
  Sincerely,
  
  **** St. ****