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:06/15/2023

  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 bought a truck 11/4/22. Venice Toyota charged me $824.20 for state and local taxes (Im 6 months ******* and 6 months **) The actual cost of the taxes was$564.20. I brought the documents to the dealership and they dismissed me. They gave me a check on 3/21/23 (4 months late!). According to my calculations they still owe me $168.00. They have not returned my numerous calls. There is more but this is my first priority.

  Business Response

  Date: 06/16/2023

  For all out of state purchases, Venice Toyota utilizes an outside tag and title agency to process and expedite all tag, title and tax transfers to the appropriate state, county and city.  Inclusive in the total amount collected on our behalf is the charge by the actual outside agency for services rendered.  Since the customer's concern has been lingering for an extended period of time with no explanation, I will issue payment for the $168 in a sign of good faith.  Our accounting department will process the check and mail to the address that we have on file within the next few days.

• Initial Complaint

  Date:05/17/2023

  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 bought a 2022 Lexus ES350 FSport ** Oct. 2022 from ***********************, salesman at Venice, Toyota. The car was pre-owned and had **** miles on it. ***** represented to me that the car did have a dash navigation capabilities. All I had to do was down load the app from Lexus web site to my phone and then down load the app from my phone to the car. I was very clear to ***** at the time that I wanted only a car with a dash mounted navigation system. In fact, in 2021 I bought a 2021 Toyota 4 Runner from ***** and told hom the same thing. I only want to buy a car with dash mounted navigation capabilities. The 4Runner does have dash mounted navigation. After trying to figure out how to do this for my Lexus unsuccessfully, I took my Lexus to Lexus in ********. They ran a print out on my car and it is not equipped for a dash navigation system. I would never have bought the car if ***** had not deceived me. I was very surprised when I talked to him after I talked to *****. After spending $123,707 within one year with ***** and Venice Toyota, ***** told me I must have misunderstood him. There was no misunderstanding on my part except that I was unaware I was dealing with a *****. I also found out if you buy a used car from Venice, Toyota, they will not divulge anything that is wrong with the car. My 2022 Lexus has 2 bent rims that I did not see when I bought it. My 2021 4Runner had someone close a garage door on the top. I was lucky that it did buff out. Buying used cars from this dealer is not a very good idea.

  Business Response

  Date: 05/17/2023

  The customer is correct in the sense that many Lexus and Toyota models utilize the "Scout" navigation systems that are powered by a mobile device while in the vehicle.  Installation of a factory in-dash navigation system would not be feasible, both physically and monetarily.  As this vehicle was purchased over 6 months ago, our options to rectify the customer's concerns are very limited.  We would be happy to assist in any consideration for trading the Lexus on a vehicle in stock that is more acceptable in terms of technology.  If the customer does not feel that trading their Lexus is ** their best interest, we would be happy to address and resolve their concerns regarding the alloy wheels.

  Customer Answer

  Date: 05/19/2023

   
  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.  I like the car and do not want to trade it for anything Venice, Toyota may have on their lot.  I would only accept another Lexus ES350 F Sport in the same interior and exterior colors and equipment I currently have.  I still feel the salesman deliberately deceived me on this issue.  I have attached photos of the 2 bent rims and will accept Venice Toyota's offer to replace these 2 rims with Lexus factory new OEM.  Please have your service department call me when the 2 rims arrive so I can make an appointment for installation. ************
  
  Sincerely,
  
  Mark Cramer

• Initial Complaint

  Date:05/09/2023

  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.

  On 10-14-2022, we purchase a used 2017 Buick Enclave. We also purchased a Total Loss Protection (GAP) policy. On 1-12-2023 we paid off the loan with ***** Fargo and received the title to the vehicle. On 2-6-2023 we filled out a cancellation form at Venice Toyota for this insurance. On 4-25-2023, we inquired as to why we had not received our refund, and were told to call the insurance provider (*********/Fidelity). We contacted them on 4-25-2023 and were told that the amount we were owed (*****%) had been credited back to Venice Toyota on their February statement. We have numerous calls into Venice Toyota and have left messages trying to get our refund, and have not had any of our calls returned.

  Business Response

  Date: 05/10/2023

  Our Warranty Administrator, ****************, has contacted the customer directly.  We are working with the lending institution and the warranty company to resolve this issue as soon as possible.

  Customer Answer

  Date: 05/10/2023

   
  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:04/18/2023

  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.

  Purchased a 2020 ****** rogue serial # ***************** Customer # ****** Deal # ****** When I purchased the car 2/14/23 they added the price of $414 for an extra key. After two months and zero response from emails I purchased the extra key from a dealership and requested they refund the $414 I paid for the key I never got from them . They have ignored all requests...please help..I don't want to take them to small claims court but I will if you cannot get them to get me my refund.Just want what is fair. I don't think I'm being unreasonable...Thank you in advance

  Business Response

  Date: 04/18/2023

  I completed a thorough review of the negotiations, as we keep digital assets of all pricing presented to the customer.  The first figures presented included both an Extra Key for $249 and a Gold Check Warranty for $599, along with our $949 Reconditioning fee.  Negotiations on the part of the customer then resulted in removing both the Extra Key and Gold Check Warranty, with only the $949 Reconditioning remaining; the customer was never charged for the Extra Key.  As a sign of goodwill, I will refund the original Extra Key charge of $249 to the customer as there may have been some confusion as to how the final pricing was arrived.  Upon acceptance of this offer, I will process a check request and mail to the address on file.

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19952022
  
  I am rejecting this response because:

  I HAVE SENT YOU THE CONTRACT THAT SHOWS THE *** PURCHACE. WHAT WOULD YOU GUYS SUGGEST? 

  I feel they have nothing to contest on this issue

  All the best

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

   

  Customer Answer

  Date: 04/20/2023

  I see no line on my signed contract for a $249.00 key... there is a line for a $414.00 key.

   

  if the signed contract isn't enough to show what I paid for the key then I can only reject their offer and demand the value stated on the contract

   

  All the best

   

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

  Business Response

  Date: 04/20/2023

  I misunderstood the wording of your original correspondence.  It appears while in the ****************** completing the transaction you opted to purchase "key replacement" which is essentially an insurance policy on your keys; it pays to replace the key if one is lost or damaged after the purchase of the vehicle. The amount of $414 corresponds to the amount reflected on the finance paperwork on file.  I will process the cancellation of that policy and have the $414 mailed directly to you.

  Customer Answer

  Date: 04/21/2023

   
  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:02/13/2023

  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 car in May 2022. They sold me the oil change service plan, and told me verbally I could use it at any Toyota in *******. No small print said otherwise. However, several weeks later, they mailed me the packet and it states it is only for Venice Toyota. I dont live in the area and its impossible for me to get oil changes for the next five years at Venice Toyota. I have called 4 times over the last 3 months, and nobody will call me back.

  Business Response

  Date: 02/27/2023

  I will have the warranty company issue a 100% refund for the service plan.  Please keep in mind this process takes roughly 4-6 weeks to complete.  If the vehicle was financed, by law, the refund is applied to the vehicle loan.  If the vehicle was purchased cash, with no lien, then the check will be mailed directly to the customer

  Customer Answer

  Date: 03/02/2023

   
  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:02/13/2023

  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.

  My cars engine flooded during Hurricane **** My insurance comp-any is Geico. Venice Toyota was paid insurance money and cashed a check to replace my engine. It was also paid for cosmetic damage that needed to be done by their collision center. I had a date of January 2nd scheduled for me to bring my car in and have the remainder of the work done. I went to the collision center for January 2nd and was told by employee, *****, that they were still waiting on parts to complete the repairs on my vehicle. I asked her why didn't anyone contact me to tell me so I didn't have to waste my time that morning, She told me they didn't have my phone number on file even though I purchased my vehicle from Venice Toyota. I later went to the service center and employee ***** showed me my info was in the system. ***** then told me that they were waiting on a water pump and spark plugs to complete the repairs. I told her those were repaired 3 months earlier when my engine was replaced. She was at a total loss and had no idea what she was doing or talking about. I then asked her to please follow me outside to walk around my vehicle and inspect the damage so that she could order the correct parts if they had not yet done so. She told me she couldn't do so because they were so busy. I looked around the waiting room and I was the only customer there. There was not one person waiting to be helped. She finally went outside with me. She was no help. I called her an idiot. I was asked to leave. I did. I went back to speak with a manager who was no help. I was called by collision manager ******** 1 month ago for my address. She informed me she was sending me the remainder of the Geico monies they still had. I have called back 2 more times and spoken to ******** in the past few weeks and she now just hangs up on me. I am writing to put a **** on their service record and to have them finally pay out the unused monies they are still holding. Thank you.

  Business Response

  Date: 02/27/2023

  I have already spoken personally with ********************** directly regarding this matter.  I did convey that we would not perform any further work and have already mailed a check for the cosmetic repairs not completed at our facility.

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19389504

  This is a joke.  

  I accept their response, however, they lie!  I want this noted with the BBB, how they conduct (or should I say Don't Conduct) business.  

  They told me they didn't have the parts available for my January 2nd appointment (that I scheduled 3 months prior).  They had on order a water pump and spark plugs even though the engine had been replaced.  When I asked why they didn't call me they (***** in collision) stated they didn't have my phone number.  I bought my car at Venice Toyota.  When I asked ***** to please just help me and come outside to view the damage on my car and to see what correct parts to order she replied "I can't do that right now, we are too busy."  I was the only customer in the lobby and waiting room.  When she finally did come outside to view the damage on my car she argued with me the whole time so I finally told her she was an idiot.  I then called back twice before they told me they were not doing the work on my car because I was rude.  THEY ARE RUDE!  ******** CALLED ME for Mid January to ask for my address.  I told her my home address.  They then evidentially sent the check to an address that I was at over 10 years ago.  I then called back 3 more times and spoke to ******** until she hung up me because I told her I didn't believe her.  She said she would have the controller cancel the check and resend.   It took notifying the ******* Attorney General and the BBB for them to finally care enough to send the check to the correct address.  They are rude, unresponsive, ignorant and they right hand never seems to know what the left hand is doing.  Now, 7 weeks later, they have a very simple response to a not simple mess up on their part.  They are a joke, I left them a 1 star review and they will never get my business ever again.  

  Sincerely,

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

• Initial Complaint

  Date:11/28/2022

  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.

  This dealership has had my second car key since 9/30/22. They told me numerous times that they mailed it to me. Its 11/25/22 and the key still hasnt arrived. Ive gotten the run around and lied to by this dealership. And I still dont have my key!! I have texts showing *** tried to get them to send me my key back. Wasting my time and irritated by the incompetence and crappy service. They need to mail my key back like they said they would!!!!!Btw not that it matters but they had my key since I had to leave the dealership because of an emergency. As everyone in the US knows, hurricane *** hit right before 9/30/22 and that is the date my car was at the Venice dealer. Peoples homes were flooding unexpectedly due to *************. My brothers house was flooding when I was at the Venice dealer. He called me for help and thats why I left, accidentally leaving my second car key behind. THE DEALER MANAGER JUST BLAMED ME THAT I WALKED OUT WITHOUT MY KEY, SOMEHOW JUSTIFYING THE DEALER FOR LYING TO ME FOR TWO MONTHS AND NOT RETURNING MY KEY LIKE THEY SAID THEY DID. I have text proof saying they mailed the key to me weeks ago, and then a follow up that they actually didnt mail it, and again texts saying they would mail the key. Wow. Completely incompetent people here and a rude manager that doesnt take this stuff seriously. Unbelievable.

• Initial Complaint

  Date:10/21/2022

  Type:Sales and Advertising 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.

  September 17th I went in to get a new vehicle. They sold the vehicle to me at 21k when listed at 18k but somehow after fees the total was 30k with interest included came to 38k. I came back less than 24 hours after getting the vehicle and told them the van was too big for me and I wanted to get into something smaller per their 72 hour exchange policy. I was denied the exchange and sent on my way. For the past month I have been going back and forth with Venice Toyota and have gotten nowhere but circles. How did an 18k vehicle end up costing me 30k and I cant even drive it comfortably? It doesnt seem they care about their word or customers satisfaction. They offered a month later to put me in something smaller if I put $1000 down and paid $100 more for my monthly payments. I feel scammed and unheard. I have never had a car buying experience as poor as this one. I need a car I can drive comfortably and at a fair and REASONABLE price. They lack honesty and Im just mind blown at the amount of times theyve gotten away with doing this same thing to other customers.