ComplaintsforWesley Chapel Toyota

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/2023 purchased a lifetime warranty from Wesley Chapel Toyota. Pd $209.95. Moved to ALA 7/2024. Had auto serviced at ************ Toyota in enterprise. ***** would not honor Wesley chapel Toyota's warranty. No restriction on contract that states warranty good at dealership where purchased. I Contacted Wesley Chapel. e-mail from *******************,, 3/2, 3/4 and 4/9. From ********************* 3/2, both from Wesley Chapel FL

  Business response

  05/08/2024

  I called the customer and offered to refund her the $40 difference between the lifetime alignment and a normal alignment. I explained to the customer the alignment charge is $169.95 and there is an additional $40 charge to make it a lifetime alignment so there would be no charge moving forward on alignments but could only be redeemed at Wesley Chapel Toyota. Because the customer now lives in *******, I offered to refund the $40 and the customer stated no thank you and hung up. I tried to call back but have not been successful in getting ahold of the customer.

  Customer response

  05/08/2024

   
  Complaint: 21608380
  
  I am rejecting this response because: He did not try to call me a second time. The rest of his statement is true. My copy of bill from wesley chapel toyota total was $329.15.  The bill include A: lifetime warranty 4 wheel alignment, B **************** The bill does not show a breakdown of the cost of what an alignment cost without the lifetime warranty. it indicate one price of $209.95. I listened to fast talk from this company and was taken advantage of
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/22/23 my husband and I visited and got a 2017 toyota highlander. On said day we had our 7 and 4 year old with us. The purchase price of saud vehicle was around ***** and turns out value is 15 to *****!! So think I'm scammed on price as well. The issue though is nothing was mentioned about possible brake issues. After getting home with it the brakes make noise upon backing out of my driveway. Well take car in January for 1st oil change. Inspection shows it needs a rotor and brake pad repair in rear as well as sway bar replacement. Hmm something seems off. Look over paperwork and see front rotors and pads changed and apparently they checked the brakes on day of purchase. Mind you this is within 90 day frame and I message about this with no reply. I feel my kids were put under endangerment because this dealer knew there was a brake problem!

  Business response

  04/15/2024

  The customer was in for service 4/12/2024. The customer requested we do the oil change only at this time. We did inspect the vehicle during the oil change and found the front sway bar links leaking grease and the rear brake pads measuring 4mm of depth. We recommended the customer replace the sway bar links and the rear brakes and the customer declined the services at this time. Neither concern pose an immediate safety threat at this time. The customer was informed the complete the repairs as soon as possible because this could become a safety concern in the future. I've attached the service invoice for reference..

  Customer response

  04/18/2024

   
  Complaint: 21487106
  
  I am rejecting this response because:
  

  I did take it in 4/12/24. They did not verbally discuss anything with me but put it on my paperwork it was recommended.  I mentioned everything to thr staff upon arrival and was told they had that stuff on my appointment for repair. However their was a charge and that was the reason for my denial! Maybe this company will just get away with scamming another family like they did me.  They knew this vehicle had brakes that needed replacing and exactly what they were doing not disclosing it upon purchase or I dang sure would not have walked away from there with it that day. I told them from the very get go I needed a 8 seater no less, and something dependable having to take my special needs kids back and forth to school. I'm not pleased this dealer put me in a vehicle like that with my two kids present with me. Again I'll say THEY MADE NO VERBAL CONTACT WITH ME! THE ONLY ONE WHO DID WAS THEIR vip guy who dies trade in and of course even after I told him it wouldn't be worth it to check because they sold me a vehicle for than what it's worth he insisted on checking! 

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

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/7/2024- I was told by ************************* that he could get an appraisal offer on my vehicle but to look for my pay off, I preceded to call navy federal and ***** stated just give me your social and address I can get it quicker by looking it up in their system to find out my credit was ran without consent. A consumer lawyer is in processing of filing a claim due to negligence. Not only did they delete my review *********************** stated he knew nothing about this matter and was told he could run it.

  Business response

  03/08/2024

  I take this customer complaint seriously.   The salesman was working out payments based on the customer saying they had a certain credit score.   The customer then gave her social, date of birth, employment name, income and address so we could not only get a payoff but to verify credit so we could give exact monthly payments.   Gathering all that info he had the understanding we would be running credit which he said they agreed to.   I realize the customer states otherwise so we are in the process of removing the credit inquiry. 

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 9th, 2023 my mother *********************** and I purchased a 2020 *************** Outlander Sport certified used from ****** Chapel Toyota. Within two days the check engine light came on and the battery needed replaced. The dealer replaced the battery and reset the codes. The codes came right back on. Upon coding it myself it coded as a bad catalytic convertor. I took it back to Toyota of Wesley Chapel and informed them of that and asked them to stop resetting the codes and fix it. They refused. I had the oil changed in January **** and advised them they must fix the car it is still coding the same thing. The dealership called the extended warranty company, who refused the repair because the car was purchased too recently. The dealership wanted us to pay for it and said they wouldn't repair it. They called a ********** dealership who said based on the mileage that it was covered under their warranty. I took it there and they found not only was the catalytic convertor bad, but the transmission fluid was also bad. That isn't covered under **********'s warranty. ********** received the part and I dropped the car off to have the convertor replaced. I was just advised by them that the original catalytic convertor was missing or stolen and that there was an aftermarket one installed, which means replacing it isn't covered under their warranty. They inquired about the extended warranty that we purchased with the car. We were given no paperwork at all about the extended warranty with closing documents, and I also can't find a Truth in Lending Act statement in any of the documents. Upon calling Wesley Chapel Toyota for warranty information, we were told they would look into it and give us a call back. ********** was able to located a warranty for the car with Fidelity out of South Florida, but stated it is only a powertrain warranty, not bumper to bumper as we were advised we had and paid for at Wesley Chapel Toyota.

  Business response

  02/01/2024

  the issue with the cat converter was communicated to ** by customer and we agreed to replace it. the customer returned January 25th to have the cat converter installed. the converter was installed at no charge to the customer. ( i have attached a copy of the ** for your review. ) 

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  this is not the first time happening, I go for an oil change and supposedly they check all the fluids and fill it up ,my truck was running rough, I check my *********** am blow low on brake fluid and no radiator fluid

  Business response

  11/24/2023

  left a voicemail and texted the customer at the number provided. Waiting for a response back.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I told the dealership I did not want extended service contract or lifetime oil contract on new car purchase but finance manager included it anyway using initials that I did not understand until I got home and researched their meaning online. I called and emailed the finance manager and dealership manager within 24 hours to cancel. They sent the cancellation paperwork to me a week later. I completed the paperwork and submitted to them on July 27, 2023 and they told me it would take six to eight weeks to refund amount to loan balance. It has been more than 13 weeks and dealership still has not refunded the money to my account balance and they have stop responding to my requests for refund.

  Customer response

  11/13/2023

   
  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

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car at Wesley Chapel Toyota on 8/12/2023 I traded my car in and paid cash for the rest. I went into the finance managers office. His name was *****************************. There was a balance after my trade in. It wasnt enough to finance. He tried to sell me a very expensive warranty. I refused it, he tried to sell me another warranty. I said no I didnt have enough money to buy it, then he asked me if I wanted to finance everything so I could add in the warranty. I said no. He got so irritated. It became very uncomfortable. He started printing papers, did not go over papers with me told me oh this is for the title. This is insurance proof. Ect,,, I was tired Im 66 years old, and it was my first experience of buying a car by myself. So he made me think the paperwork was just general papers. He slid in a paper, called low ***** its a ******* that helps you find your car if its stolen charged me $599.00 then there was another paper called *********** That ******* is not an insurance ******* but its a warranty type of ******* that will help you with the appearance of your car if things happen. That was $599.00 so they stole $1,198.00 from me, without me knowing it. Is this the way companies should treat people ?? Just put papers in front of them and have them sign them and steal ? I didnt approve it. I didnt want those add ons but yet they added those papers in with all of the others, that I had to sign without me knowing it. Who does that? Is that a reputable business? They need to be called down about it because if they did it to me, theyre doing it to other people. He was aggravated because I wouldnt buy the expensive warranty that theyre dealership pushes. And then he didnt even give me my paperwork. I left without my paperwork. I called the sales girl one week later and asked where is my paperwork she said if you didnt finance anything then he should have gave it to you. Well, he didnt, and they emailed it to me. I want my $1,198.00 back !

  Business response

  10/27/2023

  The original agreement between the salesperson and **************** was signed at $6,144 total cost including all taxes and fees.  The amount did not increase with *********  The *********** and LoJack are added and itemized, but included in that original amount.  There was nothing added to the amount due by **** for these items.  If there are any additional questions please feel free to reach out to me @ *********************  Thank you!!

  Customer response

  10/30/2023

   
  Complaint: 20783237
  
  I am rejecting this response because:
  No one at Wesley Chapel Toyota told me that *********** or ******* was added to the amount of money that I owed. I dont care who did it. The point ******** said *************** this amount is going to be added to what you owe, nobody gave me the option to take *********** or ******** is that what you do at your company you just add in expenses with out asking them?? I want ******* and *********** canceled, and I want my ******** refunded to me. 
  Sincerely,
  
  **********************;

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Toyota 2015 Prius our brakes went out on us while driving. The car had 130,00 miles on it. there was a recall on the brakes that we never recieved by **. Now Toyota wants us to pay ******** for something we knew nothing about.thank you Wesley chapel Toyota

  Business response

  10/30/2023

  Good morning. I have investigated the issue as it pertains to warranty coverage by Toyota and found that the coverage for this issue expired at ******* miles. Toyota has not provided any extension on the mileage and regrettably there is no coverage for this repair. 

   

  Here are the details of the Coverage for your vehicle

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

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  While my vehicle was at the dealership for a safety recall on child safety buckles on the passenger seats, my vehicle was left on the dealership lot UNLOCK & my husband's prescription sunglasses are gone. They cost me $ ******. I have a case number *********** which was given to me Toyota **************** ************* on ******. As of now, no response back from the dealership. I have also left a email message to ****** Care @ Lithia.com regarding this. No response back from them either. I have reached out to *********** again & left a voice mail message today, 9-29-23 @ 11:14 a.m. My husband needs his prescription sunglasses. His prescription sunglasses were taken while our vehicle was UNLOCKED.

  Business response

  10/05/2023

  Spoke to the customer and informed them that the dealership is not responsible for lost items in the vehicle. Thanks.

  Customer response

  10/10/2023

   
  Complaint: 20674468
  
  I am rejecting this response because: My husband's prescription sunglasses would still be in his truck IF THE ***** WAS LOCKED UP INSTEAD OF BEING UNLOCKED. This dealership has NO RESPECT FOR THEIR CUSTOMERS & IS VERY CARELESS with our vehicles now & also in the past with other purchases.   I will not be recommending this dealership to anyone! We are very unsatisfied with the outcome of our complaint.    

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

  Business response

  10/13/2023

  Good morning. 

  Thank you for your reply, We have processed a check for the amount you indicated for the prescription glasses that you indicated are missing from your vehicle. Although we cannot confirm based on the review of our security footage that at any time while your vehicle was on property it was tampered with and that the glasses were missing while the vehicle was in our possession; we are going to provide you a check so you can replace the glasses. I apologize for the loss of your glasses and hope this gesture brings closure to this experience. 

  Thank you for your business and understanding. 

   

   

  Customer response

  10/20/2023

   
  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

  09/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Short story with Timeline and rational for complaint.11/28/2022 - Paid down payment for vehicle to be ordered for wife. Was told a couple, may 3-4 months.07/15/2023 - Finalized vehicle purchase. In hast and excitement for that finally has a vehicle we wanted, didn't scrutinized every document and overlooked the fact my down payment was not included in final cost.07/16/2023 - Initial contact (via email) with *********************** to which he responded with an apology for the omission and promise that a check would be sent out for refund.08/23/2023 - After several attempts to ****************** to get status on refund, since I had not received my refund check as promised. Emailed Ms. ******* Feuntes and cc'd ****************** and ********************************* 08/24/2023 - Received response from ****************** again with apology for delay and promise check will be sent out once I provide receipt for down payment. Immediately provided receipt. 08/31/2023 - Followed up with ****************** on status since I still had not received check in mail.9/1/2023 - Attempted to email Sale Manager, *********************** since I thought it was disrespectful that ****************** would not provide status, at minimum reply. As of this complaint I haven't received my refund nor heard from anyone from Wesley Chapel Toyota. Just for the record, all these individual with the exception of ******************** contacted me several times while in he pre-purchase phase. all the pleasantries has disappeared and replace with being totally ignored.

  Business response

  09/15/2023

  Deposit refund has been put into process and should be received shortly.  If there are any other issues please reach out to me direct @ *********************

  Customer response

  09/25/2023

   
  Complaint: 20561144
  
  I am rejecting this response because:  I'm ok with the supposed resolution. I'm just not sure that a check I received for my Tag reimbursement included my deposit refund, since I have no ideal what my Tag reimbursement amount should have been.  No one has simply answered my question.  If my deposit refund was included with the Tag reimbursement, I would be okay with that and done with Wesley Chapel Toyota.  But I'm not sure, so as far as I know I have not received my Deposit refund of $500.00, thus It's just seem to be more lip service and lies that they are feeding me.  
  
  Sincerely,
  
  *************************

  Business response

  09/28/2023

  Check has been sent overnight. ***** tracking # **** **** ****

  Customer response

  10/03/2023

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

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