ComplaintsforWesley Chapel Toyota

• Initial Complaint

  07/10/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  May 28th, I purchased a 2021 Toyota Camry XSE from WCT. I put down $14,997.00 on the cars final price of $39,997.60. On June 2nd, I get a call from Scott B on his personal cellphone that they sold me someone else's car and that the car never belonged to them in the first place. June 15th, I emailed Joe B the GM of WCT and he agreed to talk the following day. June 16th, we talked and Joe B was adament that they couldn't give me the car because they would have had to pay 13k for it. After seeing they didn't have any cars like the one I was drivingin transit, Joe B became very irate and said he'd email me the following day when he figures the situation out with the company the car belongs too. June 18th, I get a call saying the car is registered in my name and I'm able to drive it again. No email like he promised. June 23rd, I get an email stating that Navy Federal won't honor my draft until they speak to me. Prior to this, I talked to my bank and they mentioned that they called Wesley Chapel Toyota on June 11th and no one answered and since then NO ONE from the dealership has contacted them back. Navy Federal mentioned that the dealership made an error by writing the number 1 three different ways on the check and that's why it was invalid. All they needed to do was cross out the vin and rewrite it or ask Navy Federal for a new one. June 28th, I go to the dealership to return the vehicle but they didn't have my down payment available as promised earlier, so I drove off. They got the deputies involved to which he mentioned it was a civil matter and told me I was good to go. June 30th, Joe B called a detective on me and threatened if I don't bring the car he'd report it stolen because I'm not registered to drive it. I bring the car, but they take $800 from my check. He charged me $25/day for having the vehicle. He charged me from May 28th to June 30th. Per my contract, he should've only charged me for June 29th. I would like to receive the $800 back

  Business response

  08/19/2022

  Business Response /* (1000, 7, 2022/07/29) */ Ms. **** did not give us a valid form a payment for the car. She refused to allow for Navy Federal to pay the draft she presented to us. We attempted may times to resolve the issue and she asked to unwind the deal. We granted her requested and charged her the 25 dollars of use for the day she was in possession of the car. She would not return the car in a reasonable manner without use having to get the aide of the sheriff's office. She was aware she would be responsible for the charge incurred. She could have simply authorized the check she presented and she would have owned the car. Consumer Response /* (3000, 9, 2022/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I rendered valid payment. Per my bank, Navy Federal Credit Union, Wesley Chapel did not answer when they reached out to them about the check. Jad K who works in Finance filled out the check and wrote the number "1", 3 separate ways. I have attached the documents for that. Per Navy Federal, I was informed that because it was written that way, they would not honor the draft and that Wesley Chapel Toyota would need to reach out to them to get another copy of the draft or simply write a line across the inaccurate vin and write on top of that line the correct vin with ALL of the numbers matching. I contacted Navy Federal multiple times, and went to the branch multiple times to which EVERYONE I spoke with said that, I did not have to do anything on my end because it was considered a mistake on the dealerships end. I was on board to make this situation better but, Joe B**** was not willing to hear me out without taking over the conversation or yelling at me. I tried to tell him what was told to me by my bank but, he was unwilling to listen. To conclude, this situation with the check didn't happen until AFTER he said I was "registered" to the vehicle. Before that, he was harrassing me to bring the vehicle back because it didn't belong to them. Before that, I had already had the vehicle for a few weeks. Jad K is the one who finalized the deal, if anyone Joe B, you need to look into that. Jad only texted me and did not call me like you said in our last phone call but, you weren't trying to hear me out. If Jad is the one saying that he called Navy Federal and that they need to speak to me then he's lying. The Navy Federal reps advised me to not do anything on my end and were consistent that no one from the dealership called them about the check. I rendered valid payment and feel like I was taken advantage of because I'm a young female and this was my first time purchasing a car.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Nothing but lies lies lies from this dealership. I was told in the beginning that all cars come standard with pro pack and LoJack (over $2k more than car) until I called them out on that lie and all of a sudden, it was taken off. Then, I was told that I could only finance with Toyota when I already knew what financial institution I wanted to finance with, but they refused to work with me stating that the only way they can "account for that vehicle and order a replacement" is if I finance with Toyota (another lie). They constantly denied my request to finance with my bank, which is ridiculous. During the finance paperwork, I asked what incentives or promotions were being offered and I was told "NONE", which was a lie. Then, I was told if I schedule my payment for 30 days out that I would not be charged interest within the first 30 days (because I told them I was planning on refinancing). That was a LIE! So after all this (hasn't even been 2 weeks since I purchased the vehicle), my 10 day payoff is already $200 more than what I financed the vehicle for. AND I found out that there was a $500 rebate offered by Toyota for recent college graduates (that I was never even offered during the financing after I asked what incentives were being offered). I had to find this out on the Southeastern Toyota Financial page to even know that it existed. One disappointment after another and endless lies from this dealership. And mind you, this was my second vehicle I purchased from them so I was loyal and trusted them enough to come back. The GSM refused to help me or offer anything for the inconvenience. They won't let me redo my contract so I can get the rebate I was entitled to stating that "they can't", which I found out from the finance company THAT IS A LIE! Their customer relations rep has yet to reach out to me, when I have left several messages requesting a call back. HORRIBLE customer service to say the least and I will never do business with this dealership ever again!

  Business response

  07/29/2022

  Business Response /* (1000, 5, 2022/07/07) */ Contact Name and Title: Jason H GSM Contact Phone: ********** Contact Email: ************************ The customer never told us about the college grad rebate until after the deal was funded by the lender. We had no way of knowing she was a recent college grad. To make things right we are cutting her a check from the dealership for $500 Consumer Response /* (3000, 7, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I receive the check, I will close out my complaint. They should also be refunding the $100 extra I have to now pay for interest too.

• Initial Complaint

  06/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have attached my entire statement of my car buying experience because it wouldn't all fit in 2000 characters. I test drove the car on 06/02 at 830pm and made an appt for 10am on 06/03 to talk numbers. The additional fees felt unethical and manipulative. Idk. Maybe they did nothing wrong but it doesn't hurt to reach out to someone because I would hate knowing that this is happening to others.

  Business response

  06/22/2022

  Business Response /* (1000, 5, 2022/06/07) */ Customer was made aware of vehicle pricing along full disclosure on the added equipment in person/in writing along with a detail explanation and disclaimers. Also, customer was never rushed and given all the time to make an educated decision. Nonetheless, the customer came in under the agreement of her getting $15,000 for her car which ended up at a number of $17,688 after her negotiations without previously disclosing it and no added equipment on her trade.

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I want to start out by saying that I love Toyota as a company, and my experience has been great up until this recent situation. We traded in a vehicle on May 14, 2022 (so we are no longer in possession of said vehicle). To our surprise, the loan is still not paid off (despite us providing a pay off letter, as requested) and we were charged a payment for a car we no longer have. I've been trying to resolve this issue with the dealership to no avail. The accounting department (according to people I spoke to) is a third party vendor, who has no phone number, and the only way to get in touch with them is via email. Every time I call, I am promised a call back, which never happens. Nobody is able to tell me if a check has been issued (it hasn't been received by our bank) or when the issue will be resolved. I am reassured that the payment will be refunded once the bank receives the payoff, but that's not the point. The point is I am about to make two payments in June (one for the car we have, and one for the car we no longer own), and I am not financially comfortable enough to be making pseudo payments. I need to know if the payoff has been sent, and if not, why not, and when we can expect it to be delivered.

  Business response

  06/23/2022

  Business Response /* (1000, 10, 2022/06/17) */ Customer is happy and vehicle has been paid off. Spoke with her and all is well. Consumer Response /* (2000, 12, 2022/06/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Spoke to the manager, all is well.

• Initial Complaint

  05/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction was 12/07/2021. Amount of purchase for loan $26,934.44 Nature of dispute: After purchasing my vehicle 2012 Cadillac Escalade with 135,305 miles at the Wesley Chapel Toyota the service engine light and traction control lights come on while driving it to my home in Orlando, Fl. from the car lot of Wesley Chapel, FL. I immediately called my sales agent which directed me to bring the vehicle back for repair. I vehicle returned the vehicle for repair the next day and returned to get the vehicle after two days when I was advised it was repaired. I drove the vehicle home and the same issue occurred two days later. I advised my agent again as well as several repair managers at Wesley Chapel and all of them continue to give me the run around at this point passing me to the next person. I was advised to take the vehicle to a repair facility near my home which I did and gave Wesley Chapel service department managers the invoice and diagnostic. Wesley Chapel service manager Mark H. stated that its my problem to take care of and they would not be taking care of anything. The vehicle is considered a lemon it currently has 136,135 miles on it and the engine needs to be replaced. Attached is the repair facilities diagnostic and the repair is estimated at $12,000.

  Business response

  05/19/2022

  I called the customer to offer options to trade him out of the vehicle to get him into something without any issues. Discussed that even if we opted to try and fix the vehicle being 10 years old with 130k miles on it there is no guarantee that the vehicle wouldn't have any continued issues. Customer is open to allowing us to find another vehicle for him.

  Customer response

  05/28/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  The company as of today (05/28/2022) has yet to uphold the response of options to trade out of the vehicle to get into something without any issues. Have contacted *************************** (General Sales Manager) for Wesley Chapel Toyota everyday via phone and text messages since May 19th 2022 and have yet to receive a vehicle so that myself and family can have transportation. There is no care or concern for this being a priority not good customer service.

  Business response

  06/01/2022

  Business Response /* (1000, 5, 2022/05/19) */ I called the customer to offer options to trade him out of the vehicle to get him into something without any issues. Discussed that even if we opted to try and fix the vehicle being 10 years old with 130k miles on it there is no guarantee that the vehicle wouldn't have any continued issues. Customer is open to allowing us to find another vehicle for him. Consumer Response /* (2000, 7, 2022/05/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company as of today (05/28/2022) has yet to uphold the response of options to trade out of the vehicle to get into something without any issues. Have contacted Jason H. (General Sales Manager) for Wesley Chapel Toyota everyday via phone and text messages since May 19th 2022 and have yet to receive a vehicle so that myself and family can have transportation. There is no care or concern for this being a priority not good customer service.

  Customer response

  07/09/2024

   
  Complaint: 17815959
  
  I am rejecting this response because:

  I purchased a vehicle from Wesley Chapel of Toyota 2021 which the engine went out four months after. I was given the run around from the dealership stating the warranty I purchased with the vehicle didn't include the parts needing repair. I then contacted BBB about the issue and the dealership mysteriously wants to resolve the issue by trading the vehicle for the 2020 Cadillac XT5 that is now giving issues with the power steering and I have this vehicle one year. The dealership is now giving me the run around stating again the warranty with the car purchase doesn't cover it and not willing to trade another vehicle for the same price as I purchased the Cadillac XT5 for. Dealership stated my vehicle has to much negative equity and would like seventeen thousand dollars down. I can not afford for this business to continue selling me lemons as vehicles and trying to financially bring me and my family down. I would appreciate if they would take responsibility for the poor quality of vehicles they have sold me and realize how much they are making me and my family suffer without being able to utilize the transportation we are currently still paying for while unable to use it.

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

  Business response

  07/12/2024

  The requirement for down payment is not entirely in the control of the dealership.  A consumer's credit and the corresponding loan offers from our lenders are the parameters we have to work within.  Please feel free to call me @ ************ and I will take a second look at the deal.  I would happily trade you out of the unit again if at all possible.  That being said, if a lender requires a down payment, it is out of my control to change that because we are not the ones lending money and without the bank's approval, we can't give you a loan.

  I can be reached via email as well if better for the consumer: *******************************

  Customer response

  07/20/2024

   
  Complaint: 17815959
  
  I am rejecting this response because: Wesley Chapel is ignoring my efforts to resolve this issue. I have reached out to all avenues from sales associates to ****************** leaving voice mails and emails every day for the last ten days expressing the time restrictions for BBB and how rude and disrespectful it is treating me as a customer. If the emails and voicemail are need I will provide them for proof of how Wesley Chapel and staff conduct business and treat customers. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hate it had to come to this but I really tried. I have bought 3 cars from here. I've been trying to get this resolved since January. I have called and text. I purchased the Toyota late Dec. The pay off amount of the the Audi I traded in was not calculated correctly and I end up having to pay the difference of $85.99 in which I was told I would be refunded. (See attachments). I was told the check was overnighted weeks ago. I have yet to receive. I have been civil and patience. I spoke to the receptionist today. She said no one in accounting was available. I advised to find someone for me to talk to, a manager or someone. She placed me on hold for about 10 or more mins and then disconnected the call. I called back left my name and number with Jack. today to have someone call me. I feel like I deserve my $85.99 plus an additional payment of $100 for my time, effort, and aggravation over the last 4 months. If I owed Toyota money, they would be calling and emailing me every day, threatening collections and all sort of things. I would also like an apology.

  Business response

  06/29/2022

  Business Response /* (1000, 13, 2022/06/14) */ Contact Name and Title: Joseph ***** Contact Phone: XXXXXXXXXX Contact Email: ******@wesleychapeltoyota.com We are sorry for the delay in processing the refund, it has now been processed and you should or **** shortly receive this refund. I do apologies for delay and thank you for your continuous business. Please reach out to me directly if you have any additional issue problems.

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 01/25/2022 I purchased a 2016 Volkswagen Jetta from Wesley Chapel Toyota. Two weeks later, my oil light came on and upon checking, there was no oil in the car. I topped it off and brought it for Wesley Chapel Toyota to look at and they told me that they found nothing wrong and if it occurs again to bring the car back. A week and a half later, the oil light came on again. Upon checking, there was once again no oil. In addition, the car kept having low power. Whenever I called for an appointment, it would be a week or two later. I decided to take my car to a Volkswagen dealership and after they ran their diagnostic, I was told that the car had a faulty pressure control valve which resulted in the burning of oil at a ridiculous rate, as well as bad spark plugs which are fouled out by the bad pressure control valve. I called and after the usual run around was able to speak to the service guy I dealt with the last time who told me they found nothing wrong. He told me to bring it back in and made me an appointment on 03/25/2022. On this day, I took the car back to Wesley Chapel Toyota and dropped it off at service. They called and asked if I had a warranty and after finding out that my warranty does not cover the repairs, they did not even check my car and told me to take it back to Volkswagen. When I went to pick my car up, I dealt with a new service guy who told me that he's pretty sure that this condition was there when they sold me the car and that I need to take it up with sales if I wanted them to take care of it. Sales has been giving me the run around and every person I speak to tells me someone else is going to give me a call back. I am extremely frustrated as they were very misleading in the sale of this car. It had to be that they either did not complete the inspection that they told me they did, or they did in fact complete the inspection and hid this fault from me.

  Business response

  07/11/2022

  Business Response /* (1000, 5, 2022/04/04) */ We have this vehicle in our service dept as we speak and guest in a loaner car, the issue is our computers would not find any error codes with the vehicle so we sent it to Volkswagen, who diagnosed the vehicle and told exactly what it needed to be fixed, and those parts are now on order so we can take care of the customer Consumer Response /* (3000, 7, 2022/04/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did in fact gave me a loaner and kept my car for a week. Upon picking my car up, I asked what was done to it and the employee told me that he knew for sure that they changed my spark plugs but other than that he was not sure and would send me a copy of the paper outlining everything done. I then texted him the next day telling him that my car smells like it is BURNING and asked again for the sheet. He responded basically telling me that it is going to stop. After asking 3 times for the sheet, I have not gotten any response and have not received it. Up to this point, I have no idea what they fixed on my car, if anything at all. Please contact me ASAP

• Initial Complaint

  03/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Toyota Tacoma from Wesley Chapel Toyota in April 2021. The financing guy talked me into buying gap insurance even though I told him I would be paying the truck off early. Like a fool I paid for the gap insurance. I did in fact pay my truck off early and applied and filled out the proper paperwork with the dealership last October 2021 to get my gap insurance money back. I have not gotten it yet. I've contacted my sales person and the financing department dozens and dozens of times to no avail. They owe me at least $700 and are avoiding me now.

  Business response

  04/11/2022

  Business Response /* (1000, 11, 2022/04/04) */ There was a mix up we use 2 different product companies and we turned in cancellation forms for the wrong product company. The correct form was turned in and this was processed and the customer received his check 4/2/22. Consumer Response /* (2000, 13, 2022/04/04) */ This matter has been resolved.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  07/31/21 I purchased a Black Nissan Altima 2017 which Wesley Chapel has stolen from me because according to the truth in lending act pursuant to 15 USC 1605(a) - (e) the amount of the finance charge that was on the contract in connection with any consumer credit transaction shall be determined as the sum of all charges. This means when I paid the finance fee the car became mine but never did I receive my title or insurance which is supposed to be included in my finance charge also, another violation 15 USC 1605(a) - (e). The contract also states that I gave security interest that secured all obligations if im not the smartest person that means the car was paid for when i signed for it according to 15 USC 1667 Under "Primary use for which purchased means - consumer credit transaction I'm requesting a refund for any unearned portion of the interest charge to the consumer Im requesting a refund of 2 times the finance charge Im requesting Wesley Chapel Toyota return my car that has been stolen by Wesley Chapel Toyota Im requesting my car comes with insurance and a settlement check for all times I have paid Geico 07/24/21-03/14/21 Im requesting a check for full amount of car Laws that have been violated addressed 15 U.S. Code § 1605-Determination of finance charge 15 U.S. Code § 1667-Definitions 15 U.S. Code § 1692c-Communication in connection with debt collection 15 U.S. Code § 1692d-Harassment or abuse 15 U.S. Code § 1615-Prohibition on use of "Rule of 78's" in ... For:Federally Protected 5 Consumer Laws -$5,000 finance charge-$7,638.68 x2 total sale price for car-$22,584.50 no cooling off period-false and misleading-$1,000 didnt explain to me that i gave proceeds to insurance my maintenance this secures all payments of all i owe on that contract-$1,000 Geico-$1407.77 Primary Use For Which Purchased-$1000 Amount: $47,269.63 due upon receipt Payment Method: PAY BY CHECK U BROKE THE LAW AS A CONSUMER I HAVE ALL RIGHTS,LETS SETTLE OUT OF COURT!

  Business response

  04/18/2022

  Business Response /* (1000, 17, 2022/03/26) */ BBB Team, I'm not sure whom reached out to the store in regards to this complaint. Please call me directly at ************. There is no refund due to this customer, they failed to provide any supporting documentations to the bank to fund the deal and it was unwound because of the fact. Please call me to discuss. Thanks, Joe B. Wesley Chapel Toyota. Your email are where get caught In our spam filter. I attempted to reach someone at our office by phone to update the contact info being Stevie is no longer with our company.

• Initial Complaint

  02/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 09/02/21 I purchased a new 2021 Toyota Camry from the Toyota Wesley Chapel dealership. On or about December 2021 my car started having problems with the coolant warning light due to an alleged coolant leak. On mid January 2022 I took the car to the Toyota dealership to check the coolant leak problem. I the car was inspected by Toyota mechanics and confirmed to be in good condition. A few weeks after the coolant leak problem started again and I had to filled the empty coolant container in two occasions. On or about Feb 7 I took my Camry to the dealership shop again due to coolant warning light being activated for loss of coolant fluid. I was told the next day by Toyota mechanics that the radiator was busted and the new replacement radiator will take approximately two weeks and a half to arrive. As a result I was provided with a rental vehicle. Based on the fact that my new car was purchased brand new less that 6 months ago , it has only 8,000 miles driven and I had to take to the shop twice for the same coolant issue I am requesting that dealership replaces my faulty vehicle for a new vehicle with similar features. I think this is a fair request .

  Business response

  02/16/2022

  Business Response /* (1000, 5, 2022/02/10) */ Good afternoon; the customer presented the car on 11/8/21 with 3680 miles for a coolant issue - at that visit the tech checked the vehicle and no leaks were found. the customer was instructed to return in a few days to recheck the coolant level. (there is no record that the customer returned in a few days for a recheck. On 12/13/2021 the customer scheduled an appointment for a maintenance visit @ 5463 miles. at that visit there is no mention of issues with any areas of the vehicle operation. on 2/8/2022 with 8189 miles the vehicle was presented for a coolant warning light. the technician checked the vehicle and found a leaking radiator. He contacted Toyota Engineering assistance in order to confirm the diagnosis. we ordered a replacement radiator for the vehicle which is currently scheduled to arrive on march 1st due to world wide supply chain issues because of Covid19. this date is an estimate only as the date may change as supply issues remain very volatile. the customer was provided with a replacement Camry to use at no charge while his vehicle is out of service. the repair costs are being covered by the customer's new vehicle warranty. i apologize for the inconvenience the customer has had during his ownership experience. Thankfully his Toyota Factory Warranty has taken care of all costs and provided him with alternate transportation while his vehicle is out of service. If the customer is interested in trading out of the vehicle he is welcome to speak to a salesperson to discuss terms. See attached copies of previous visits. Consumer Response /* (2000, 7, 2022/02/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) The dealership agreed to allow me to finance the new car trade in loan with my financial institution instead of the one offered by the dealership. Issue resolved.

*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. ↩