ComplaintsforWesley Chapel Toyota

• Initial Complaint

  08/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchase a 2020 rav4 with extended warranties, trade in that vehicle and try to get the refund on my warranties for over a month they refused to return my call after trying to reach both manager financial manager and sales person need help retrieving my money

  Business response

  09/15/2023

  We have been involved in making ************************* refund a priority.  My Finance Director, ************************* and myself, ********************* will be directly handling this and getting the monies rushed to the customer.  I am sorry for the delay.  If anything further is needed or if there are further concerns or questions please let us know.  Thank you!!

• Initial Complaint

  07/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My husband and I had a deposit on a new **************** beginning in March 2022, which was quoted at 4-6 months in production. We decided in March of 2023 when we still had no final answers and timeline on our order, that we wanted to cancel and we purchased a different type of vehicle at another dealership. We reached out to our original sales and finance reps and were told they would process the refund. After several follow up calls, it was determined a check was mailed to the wrong address (which nobody had verified an address with us anyway, and the original deposit was on a credit card so we assumed it would be refunded to the original method). We asked for a stop payment and to reissue or to refund to our card, which was promised multiple times. We are now almost 4 months later and still waiting for our $500 deposit refund. Every time we reach out, there is either no response or they indicate they are working with the accounting department. I just want my money back - thank you for any assistance you can provide.

  Business response

  07/24/2023

  I am looking into the matter and will have a refund for monies due right away.  Sorry for the confusion and frustration with this.  Please contact me directly going forward if you need anything.  I will be reaching out via phone and/or email when I have an update or check.

  Thank you,

  ************************ General Sales Manaer

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

  Customer response

  07/27/2023

   
  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

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to look at a car and on their website. It stated that the vehicle had 16,420miles on it. Went and test drove it. Was going to go through buying it. Signed the paperwork and made a $1,800 down payment. Then I get a phone call after I made it back home that there was a discrepancy and in fact the car had over ****** miles on it! An that the vehicle no longer had their warranty due to that. They at first wouldnt budge on price. So I backed out of the deal and told them I no longer want the vehicle and want my money back. They said that they would do that. I called the manager the following day. Spoke to him and he tried to see if I would still take the vehicle. He went down $2,000 at first then, $3 grand then $5 grand. I refused. An told him I want my $1800 down payment back. He said they would have it sent back by Monday or Tuesday. I have yet to receive my money. I disputed it with my bank and am calling them tomorrow to make sure its being taken cared of. I will never go there again. They also ran my credit score when I asked them not too. I want my $1800 back, thats a lot of money and I need that for my new car that I bought.

  Business response

  07/15/2023

  The customer's refund was approved on Monday 7/10 and is in process.  Please reach out to me directly @ ********************* and I will get an update from accounting.  Thank you.

  Customer response

  07/22/2023

   
  Complaint: 20319779
  
  I am rejecting this response because: I have yet as of 7/22 to receive my refund of $1800 for a down payment to a car I never ended up buying.
  
  Sincerely,
  
  ***********************

  Business response

  07/26/2023

  The consumer emailed me the following the same day as this rejection was made...

  "I went and checked my mail box and the check was in the mail. So problem solved.Thank you very much."

  Please let me know if any additional action is required on my end.

  Thank you.

  Customer response

  07/29/2023

   
  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

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my 2020 Camry towed to W.C Toyota due to my cars failure to accelorate while on the highway. The only warning lights that came on were the Pre-Collision system malfunction and Secondary brake malfunction light. The Car was able to Start. However when put in drive and reverse the car didnt move. I took pictures of the engine before being towed and checked the oil level on the dipstick (It was low and more on the darker side in color) The next morning I went to the dealership and started up my car (which so happened to drive) So i drove it around to the service area where it failed to drive again. I met with my Advisor ******* and proceeded to tell him the problem I was experiencing while also asking for an oil change. ******* stated that they would run a diagnostic test and notified me it would cost $179. So I agreed and waited at the dealership. ******* reached out and told me a few codes popped up(P27137F, ************** he also stated they found the oil level on engine dipstick to be double its capacity and stated that in after market shop has drained transmission fluid instead if engine oil and proceed to ask who did my oil change and i told him it was on the sticker on the windshield to which he said they threw away. Then he recommended a fluid level check as the next step and stated itd cost over $364 which i initially declined. i questioned ******* stating i just checked the oil before it was towed and it was in between the lines so how can it be double the capcity I would like pictures as proof. To which he showed me the dipstick being over a tiny bit and also mentioned there **** oil that was coming out of the air box towards the front of the car. ( Made me laugh because little did he know that was not oil it was a puddle from me taking a pic of the engine in the rain before being towed and that it was just now drying out. If it was an oil spill the residue would still be there days after... to which it wasnt) **** kept pressing me to check the transmission fluid because he stated it was most likely the cause. I ended up agreeing. The next day I did not recieve any calls. I called twice before recieving a txt from **** (on his day off) stating that the fluid was black with metal pieces present and still no movement in the car. Then ****** the manager called stating that he just looked at my car with the tech and stated i needed a new transmission and that the fluid was low. I told him that i had no *********** problems prior to this and find it weird i need a new transmission, I also told him i would be in to speak with him. I met with him and he said basically someone must've drained the transmission oil instead of engine and put more oil in the engine without replacing transmission. He told me it would cost over $7k to fix and on top of it the transmission is on back order. I told him that it should be covered under warrenty. To which he said not if its caused by negligence and that I needed to speak to ******* toyota because they did my oil change last in Feb. I told him if that were the case and they made that mistake then my engine and transmission wouldve blown a longtime ago because i travel for work at diff hospitals and had put more then 10K miles in between then and now. And i asked him to order the part to which he said he'd at least need half of the payment and to see what ******* says. I got my service records from ******* and knew they didnt do this. I brought my dad with me to talk to ******. I questioned him asking how they drained my transmission oil? If they did it from the bottom and how much fluid did they measure out. To which he replied we filled it untill it poured out which took almost 7 quarts and that they dont drain it from underneath and that my car didnt even have that. to which i corrected him and said all automatic transmissions have that. He also said thats not how they do it there. They vaccum it out and pump more fluid in. He then mentioned it doesnt matter im still going to need a new transmission. After going back and forth and talking to the advisor, tech and ************** told him we would be filing a complaint because ******* toyota did not do this and the only other person to service my vehicle was this dealership. I told him mistakes happened but you all need to own up to it. After Reviewing the paperwork it was noted that the technician put CVT oil in my transmission. (no wonder they were so presistant about needing a new transmission. They F**cked up my transmission by putting in CVT oil in an AUTOMATIC!!!!! needless to say they tried blaming another dealership for their wrong doing, The general manager has ignored emails from my dad stating the issue. After getting a 2nd opinion (which confirmed CVT oil in my transmission and also confirmed low fluid level, even tho W.C said they added more fluid to it) You guys need to pay for my transmission due to your negligence. I will be seeking legal actions since no one wants to own up or respond back.

  Business response

  07/11/2023

  The vehicle was brought in with a concern of multiple lights on the dash and the vehicle would not move forward in drive. Informed the customer that the oil was over filled, and the transmission fluid was low. We suspected the previous shop that worked on it drained the transmission fluid and not the oil. Informed the customer there may be internal transmission problems due to the fluid being low but needed to fill the fluid to confirm. Filled the transmission with 4 quarts of toyota world standard transmission fluid which is documented on the invoice the customer received part number ***********. The transmission was 4 quarts low on transmission fluid with no signs of leaks which is why we suspect someone drained the fluid. Informed the customer she needed a transmission and provided a price quote because the customers factory warranty has expired. The customer declined the repairs at this time.

  Customer response

  07/27/2023

   
  Complaint: 20234707
  
  I am rejecting this response because:
  Wesley Chapel Toyota messed up my transmission and still needs to take ownership of their mistake!! Not only that ***** but your incompetent company charged me $179.99 for a diagnostic test. Even you ***** had said "I dont know why they charged you a diagnostic fee, because you have to actually drive the car to diagnosis it." and you mentioned it wouldn't drive. So im still waiting on that refund that has yet to come.
  While it is a fact that I got my oil changed at Toyota of ******* back in February doesnt make them at fault for this issue despite you blaming them. Between then and the time i took my car to your shop, I had driven 12k miles. (I'm a healthcare worker and travel between hospitals) you would think if they drained my transmission that my car would have blown the transmission many miles ago. Even Toyota of ******* said that. They also said thats nearly impossible and that Wesley Chapels reputation is far from good seeing how they don't take ownership of anything. r Also i never ever experienced any jerking when shifting gears nor did my check engine light ever come on in between February to June and the statement that said that my engine oil was double compacity!?? Like how *****? if I've driven 12k between oil changes youre  telling me my car didnt use any of it? come on ***** make i make sense!!! Not only that but your incompetent techs filled my transmission with CVT oil. I dont know if you know this or not but my transmission is an automatic which is crazy they would do some rookiw s*** like that!!! I also got a sample of my transmission oil and you can clearly tell its CVT. Which also the shop  that now has it confirmed. not only that but when they drained it to get me my sample only a liitle fluid came out. Why is that when you were the one that said you guys but new transmission oil in it and when i asked how much you stated until it overflowed. Like bro? really? how many years in the auto industry do you have?? Be a man, take ownership for what your shop did and fix the **** problem instead of finding someone else to blame. mistakes happen, i understand that but the fact you keep lying and trying to blame everyone else is annoying. Not to mention after my oil change was done you guys automatically said oh someone drained the transmission and doubled the engine oil!! (from your shop).Also the night that my car stopped accelerating the only thing that popped up was pre-******** malfunction and secondary ******** malfunction. no check engine light or nothing. and I also took pictures of the enginge when i pulled over so the statement that said engine oil was found coming out the air entake part is a lie you can see a puddle of rain that sat there(because it was raining) and was barley drying by the time you guys looked at my car. Im giving you a chance to fix this.....
  Sincerely,
  
  *************************
  

  Business response

  07/31/2023

  Attached is a copy of the original repair order when the customer brought it in for the first time stating when the vehicle is in drive there is no forward movement. When the vehicle will not move in gear the first step is to check the fluid level which was low. We recommended to fill the transmission fluid and the customer declined to have the fluid filled and stated she would do it on her own. After the customer looked at the vehicle and determined she did not want to fill the transmission fluid on her own. We opened a second repair order to get it back into the shop to fill the fluid. See the second repair order attached. On the second repair order part number 00289-ATFWS was billed at four quarts of fluid which is the fluid recommended by Toyota. After filling the fluid to the correct level the vehicle would still not move in drive. Informed the customer there was internal transmission failure and provided an estimate to replace the transmission and the customer declined. There was no charge to the customer on the second repair order for labor or the fluid which was approximately $250.00 because the customer was clearly upset about the vehicle needing a transmission replacement and the dealership wanted to assist where we could. Wesley Chapel Toyota does not know how the fluid level got so low we just know it was low and possibly the cause for the transmission failure. The customer had the vehicle serviced at courtesy Toyota of ******* on 2/1/23 and Midas in ************** on 4/5/23 and simply informed her that the fluid may have been drained at those locations before arriving with the concern with us.

  Customer response

  08/18/2023

   
  Complaint: 20234707
  
  I am rejecting this response.

  If the first step is checking the Fluid level when a car doesn't go in to first gear, then why wasn't that suggestion brought up from the start? Why did they wait until after the tech changed my oil? Also why didn't a code pop up for low fluid level when it originally stopped on the highway? As previously stated, the only codes that displayed were the secondary collision break system malfunction and pre-collision break malfunction.

  After having my ************ my advisor called me over and told me he had three codes pop up after attaching it to the computer. These three codes had to deal with a solenoid problem. Which we could've fixed! Also I stated that i would take it to my mechanic and have him just do it. Then i was pressured into doing the transmission fluid check. Even though you put ATFWS on the statement. That's not the fluid sitting in my transmission right now. Attached is a picture of the fluid that was drained by the shop that has it currently. As you can see that fluid color is far from the automatic transmission oil color. In fact its the exact color of CVT fluid. (Which was also confirmed by the shop). Also if you take a close look at the bottle you will see that it contains very little fluid. This level is certainly not 4quarts worth, now is it? This would make your statement a lie. This is all the fluid that drained from my transmission. 

  I was told I would have to pay $364 for the fluid change on top of the $179 diagnostic fee. ( which I have yet to be refunded) After questioning ***** and having him realize that his answers werent matching up with the facts that were presented. He then said don't worry about it we will take that charge off. 

  Really?? Wesley chapel doesnt know how it got low??.I think they do! In fact they were so sure of their answer which was stated " that someone must've drained the transmission thinking it was the engine oil and putting more oil in the engine and not replacing the transmission oil that was taken out. " And then proceeded to question me on  where I got my last oil changed, and stated multiple times that that shop was the one to drain it
  

   ******* Toyota did an oil change in February previous to having my car serviced with you. I had driven 12k miles between that time up until the day you guys did my oil change. Clearly one can see ******* Toyota is not at fault due to the fact that, a car simply would not be able to make it that long with little to no fluid in the transmission like you previously stated.

  In addition, Midas is also not at fault for my transmission failure. They simply changed one tire on my car when it was serviced back in April. Fortunately, ***** has a window where you can observe the employees as they work on your car and I assure you they did not even get close to my transmission or even look under the hood.

  So as you can see your shop is the only one to have access to my car and its transmission.

  Like I previously stated, mistakes happen all the time, its a fact of life!! Its the owning up to the mistake and actually fixing the problem that companies struggle with (instead of trying to find other reasons to not fix it or put the blame on someone else)

  The solution would be to replace my transmission and cover the cost associated with such repairs, such as labor, taxes, rental car etc
  Sincerely,
  
  *************************

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a call that my car was due for oil change and tire rotation service. I asked if that was covered under the maintenance plan that I purchased when I purchased the vehicle. After being on hold for a few minutes, the scheduler indicated that it would be covered as my maintenance plan expires in April ****. When I received a call reminding me of my appointment, I asked again if this service is covered under my plan. This scheduler also confirmed that it would be covered and that there was already notes indicating that it would be covered and that she will make it even clearer on the notes for the service advisor. The next day, after the service as performed, the service advisor said that the plan has expired and if I want reimbursement, he said to "take it up with Toyota financial group." After explaining multiple times that I was told that 2 of their schedulers that the service was verified to be covered under my plan, and that I would not have taken my vehicle to Wesley Chapel if it was not covered, he clearly did not care nor believe me. He asked me the date and time of the calls, which I provided. He said the service manager would call me back after 1 pm that day. He never called back. I have left 3 voice messages with no return call. To get my car back, I paid the cost on my credit card. Date of Transaction June 9, 2023 Expected Refund $109.47

  Business response

  06/19/2023

  Spoke to the customer and informed him we would refund him for the oil change and send his inspection.

  Customer response

  06/20/2023

   
  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.  Thank You!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I when to the dealer today 5/29/23 because i put $500 down payment to hold the car the car came to the dealer put didn't agree to the amount they get mad the car retail price is $33,285 the car is a 2023 toyota camry TRD they want the car for $46,547.96 and they told me no they wont sale me the car because i didn't agree with the amount i asked for my deposit they didn't give it back to me and with the $500 down they i put down still sold the car to someone else when the car i pay to hold it with my name on it and they remove the monroney sticker out of the window i say to them the i want to see the sticker them never show it to me the sale person is *********************************. manager **************************** and the finance person is waseam khalaf.and one of the sale person name ***** call me and accuse me the i took the car key and my dad got really mad of because that was a false accusations i want them to give me my money back

  Business response

  05/30/2023

  We had a signed agreement for the full price.   ***** came in on a holiday and wanted to renegotiate.   We could not come to his terms so we are sending his deposit of $500 back to him but will take a couple days to process.   There was no discussion of ** holding his deposit, it is getting processed today.   We just couldn't initiate the refund on memorial day. 

   

  Customer response

  05/30/2023

   
  Complaint: 20117234
  
  I am rejecting this response because:
  I never agreed to no terms that is all Lies.i didn't Sign anything document for them 
  Sincerely,
  
  *************************

  Business response

  06/02/2023

  Hi, again, there was no attempt to hold a deposit check.   We cut check and it should have gone in the mail late tuesday night or wed latest.   Let me know if you dont receive it.

  Thank You, 

  ***

  Customer response

  06/07/2023

   
  Complaint: 20117234
  
  I didn't receive the check yet am going to wait until Friday and I will you know if I receive it or not
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 2012 Toyota Camry (VIN: *****************) from Toyota of Wesley Chapel on 3/29/23 . The vehicle was originally sold from, and exclusively maintained at, this dealership. Upon purchase, the salesman provided me with a copy of the vehicle's most recent 125 multi-point inspection, verifying that the vehicle "met Toyota standards" in all 125 categories. This form was also signed by a trained technician, and the service manager. Approximately 36 hours later, I took the vehicle to my local Toyota dealer for an inspection, which revealed multiple, safety-related issues that did NOT meet Toyota standards, and were signed off as satisfactory during the 125- point inspection. These items included: -Drive belt tensioner with pulley not holding tension during start up or acceleration (Inspection item #94) -Front brake pads exceeding minimum wear (Inspection item #123) -Engine and brake coolant flush (Inspection item #113) I've had nothing but positive experiences with Toyota in the past, and would like to continue to entrust them with the safe transport of my family. However, I don't believe that the thoroughness of a multi-point inspection should be contingent on whether I'm purchasing an 11 year-old vehicle, or a brand new one. This vehicle was inspected by Toyota of Wesley Chapel on five occasions over the past year alone. Selling a vehicle that could potentially lose its ability to brake or power steer (if the loose drive belt were to dislodge) could've resulted in severe injury or death. All that I ask is that Toyota of Wesley Chapel stands behind its service department, and leadership, by issuing a full refund for the cost of repairs to my vehicle ($1643.72).
  

  Business response

  05/18/2023

  Good afternoon. 
  We've reviewed the customer's submission and would provide the following feedback: 
  The customer purchased the vehicle in an AS-IS transaction, meaning that no warranty was provided or implied. The items that are being mentioned by the customer were inspected and did meet requirements for selling the vehicle AS-IS. Had the vehicle been purchased as a certified vehicle instead of as an AS-IS vehicle the customer would have been eligible for additional coverages and warranties. 

  The items the customer is indicating were found by the 3rd party inspection are items that would be expected as normal wear and tear on a vehicle that is 11 years old and with the high mileage. 

  We feel the vehicle was clearly sold as AS-IS with no warranty, which the customer accepted and took on the risk and costs associated with this type of purchase. 

  Customer response

  05/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I fully accept responsibility for the normal wear and tear items that are required when purchasing a vehicle “as-is”. However, a vehicle that is at immediate risk of losing a drive belt, and therefore, the integrity of safety-sensitive components such as steering, DOES NOT “meet standards”, as was indicated in the 125 point inspection checklist that was provided during sale. This vehicle was purchased from, and exclusively serviced by, the service center at this dealership. The service tech and manager who labeled completely worn out brake pads and a drive belt showing immediate signs of failing as “meeting standards” are either negligent, or knowingly releasing unsafe vehicles to their consumers. The 3rd party in this case is a Toyota dealership. 
  
  Michal ******

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a car at this place - customer service was great . However, the car was previously rental - cannot go pass 80miles/hr, has block on radio volume . On test drive I can't discover all that - heading home I realized all this - I live in Jax / dealership is in ***** . I purchased car in December. I called immediately reporting problems with mileage etc - they said oh we know that's cause it was rental go to **** in Jax . I also only got only one key . ************ on 3 things : no extra key , rental car Miles blocked and radio blocked . **** here in Jax says they will charge me $350 to fix , I called Toyota dealership - the guy who sold me the car is gone and now they won't help me , they are rude . They took advantage of my youth and the fact this is my first car. There is no Way they didn't know - i want them to compensate the issues i have to fix

  Business response

  03/16/2023

  To whom it may concern,

  We paid to have the customer issue addressed in their local market to make the repair easy for the customer.    ************** one of my managers ensured our customer was satisfied.

   

   

   

   

  Customer response

  03/30/2023

   
  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

  02/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Salesman set me up to take my leased tacoma in trade in for a toyota camry, 6 months ahead of the end of the lease. The dealership was hurting for toyota tacoma trucks. After some trouble with the deal and an unusual amount of trouble with getting a copy of my contract (which I still have not received), I asked to call the deal off and for my truck back. I was then told that, on the same day I brought the truck in and before any deal had been finalized (which it still is not), they sold the truck. So now, if they dont manage to get this deal through on the camry, I am out a vehicle. I feel I was baited into releasing my tacoma to them because of their desperation and in bad faith, without ensuring that I would be made whole first. I was also well under the allotted mileage as well as turning the truck in early. I have the camry for now, but what happens to me and my family if there is an issue with this deal (which I am told is just regarding a blurry page).

  Business response

  02/27/2023

  We got an exception from southeast toyota finance to do the deal as promised to Mr *******. His credit did not qualify for the program we were trying to get for him so it took longer to get the exception. We got the exception and the deal is done. Thank you.

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is regardu the last tire rotation at Wesley Chapel Toyota for my 2021 Toyota Corolla. The service took place on 01/14/2023. The next morning and the days after, the passenger's side front tire got flat constantly. I took it to Wesley Chapel Toyota on 01/16/2023, and they found a nail on the tire. They fixed the tire, and the person who assisted me said they had to get the managers approval to waive the approximately $60 fee since it was Toyotas fault. The manager was not at the location when I was there, and I am still waiting for a reimbursement. Please reimburse me the amount paid immediately.

  Business response

  01/30/2023

  CUSTOMER CONTACTED - REFUND BEING PROCESSED

  Customer response

  01/30/2023

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

*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. ↩