ComplaintsforWesley Chapel Toyota

• Initial Complaint

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car November 2nd of 2020. Today (January 13th) I started hearing a weird noise coming from the front. I brought the car to a local Toyota dealership (different then Wesley Chapel) and they said they found numerous non genuine parts on the car. They also said that it appear it has been in an accident (which was never disclosed at the purchase of the car). The service department mentioned this car does not meet certified quality & they would have never even sold the car on their lot in this condition. Because of the after market, and all the issues he found - he mentioned he cannot service the noise under warranty - and no dealership would because of these issues. I now seem to have a $25k paper weight. I've tried contacting the business multiple times over the course of today to see if they'll resolve the issue - but keep getting the run around & not connected with someone who can actually help. They where dishonest & misleading in the sale of this car.

  Business response

  02/23/2022

  Business Response /* (1000, 10, 2022/02/07) */ the customer was in contact with the sales department. Sales department has traded the customer out of this vehicle and into a different replacement vehicle.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On may 13, 2020 I purchased a 2019 Nissan Sentra from Toyota Wesley Chapel. They said I had limited warranty for under the hood. I learnt later that that's call powertrain limited warranty. Fast forward a year later December. I have been calling Toyota and they have been nothing but rude and dismissive. I asked them multiple times about my warranty and they have not being able to help me. Thank God my car hasn't broken down. I called a company that they gave me and the company said that they have no record of my car being registered for warranty. I also called the company on my paperwork that I got for the car and the company said that they have no record of warranty for my car. I don't understand how it's been over a year and no one can direct me with the correct warranty company for my vehicle. I was told someone in finance would cal me but no one had called and I'm sure no one will because they seem to not care after Toyota sells you a car. I would never go back to Toyota Wesley chapel to buy a car and I don't suggest anyone go there. Customer service is the worst.

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2021/12/15) */ Customer has a contract for a lifetime powertrain warranty. confirmed with customer. Calling warranty company to ensure everything is in order to take care of the guest.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cannot express more about the horrible situation you guys put me and my family through with Your incompetent sales representative from Honda Yamira G, Toyota manager and financial services Matt. Horrible I promise you that I will add a negative review and I will make sure that any of my family and friends even look or step in a at Toyota dealership or Honda Dealership. What you did was WRONG and in top of that you guys wanted me to pay for your errors and mistakes. So UNPROFESSIONAL threatening me leaving messages in all the phones number in my account and if this wasn't enough also your employees SCREAMING and arguing with me over the phone. Please if you would like more details and information call me and I will gladly explain.. This was a scam...

  Customer response

  01/12/2022

  They have NOT contacted me

  Business response

  06/06/2023

  I am new to this store and am following up on prior BBB complaints. Our internal system shows a request NOT to follow up with the customer which is congruent to this desired outcome.  No one from the business ever responded to the complaint due to misunderstanding the request.  If there is anything additional that I can do please let me know.  

  Thank you, ************************

• Initial Complaint

  12/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made a one time paid in full Credit card payment for the "Safety Connect". The representative never stated the CC must be kept on file. Why does Toyota need to keep my CC on file when I don't have recurring scheduled payments? I have never heard of mandatory requirements from ANY company to keep a CC on file without consent from the customer, especially on a one time yearly payment. How does Toyota just decide on their own to do this without customer approval? It's not even stated on anything Toyota has sent me. I do not want to cancel my Safety Connect. With all the companies being hacked, our Credit cards should not have to be maintained in your file if we PAY IN FULL for the year. Again, no other company (Insurance, electric, Toyota car payment etc.) requires this. Thank you and someone please respond and send this up to the correct office that can correct this procedure.

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/10) */ Contact Name and Title: Michael H. Contact Phone: ************ Contact Email: ************@wesleychapeltoyota.com Complaint was for Toyota Corporate. He paid for services from Toyota Connected Services. He paid for a full year and does not want to keep his card on file. Gave customer a contact number for Toyota and my phone number if he needs more assistance from us to help with his issue. Again, the complaint was for Toyota corporate and not for Wesley Chapel Toyota.

• Initial Complaint

  11/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a 2021 Toyota Corolla from Wesley chapel Toyota on 2021. I was contacted originally by Caroline B. who was claiming she would be able to get me into a 2020 Corolla for zero down. An entire week went by before I was able to even purchase the car and I was lied to along the way. I was told that because the original car that was for me was sold, she was having one with 8,000 miles sent from their Volkswagen location. When she stopped messaging or texting me, I went down there with my husband and come to find out that car was sold to someone else two weeks prior per her mouth. And this was after I had signed all documents etc. later that evening I was able to get into the 2021. With a higher car payment and a mandatory down payment per Toyota because they had already spent too much money on my trade and my deal to bein with. Caroline informed me I was not able to pick it up until the next day because it needed to go through inspection. That night before delivery there was zero damage to my vehicle. The next day when I went to pick up the vehicle, my husband and I had noticed there was significant damage on the passager right back panel. Caroline tried to play it off like she had no clue what I was talking about. Until I called her out on it and told her this damage was not there before. When she finally said it was probably done during delivery with service. And that she would speak with her manager to get it fixed. Since then I have had the run around. And she has tried to avoid fixing the issue. As well as management. And I was told only touch up paint could be done because Toyota was not putting any money into doing a full repair! Even though they caused the issue!!!! Their practices are disgusting and they are truly only worried about numbers and making a sale!! There were many other impractical issues during my deal. But this one is the one that took the cake!! And every time I call to speak to management, they are never available!!!

• Initial Complaint

  10/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my second vehicle from this dealership in July 2021. At the time of the sale I was asked to put 2,000 dollars for down-payment. I was told that I would receive alittle over 800 dollars back from my GAP policy on my trade-in within 8 weeks. 2 months after purchase I contacted the dealership for them to tell me I was only entitled to a 13 dollar refund because they put the 800 towards down payment. I never agreed to this, and if I would have agreed to it, there is no way I would have put 2000 down on the car. Today I received a refund check for $0.04!!! This dealership scammed me into believing they were giving me a great deal on the car when in all reality I paid way more then I should have!! In 25 years of purchasing cars with GAP, I've never had a dealership keep my refund! I will never do business with these snakes again!!!

  Business response

  11/18/2021

  Business Response /* (1000, 5, 2021/10/27) */ ******** put $2000 down, plus the $809.23 in her GAP cancellation. The Cancellation amount does not go to dealer profit, it reduces the amount financed on the new car yielding a lower payment for the buyer. Consumer Response /* (3000, 7, 2021/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told I would receive my GAP refund in 8 weeks. There was no discussion of adding that 809 to my down payment. Like I said, I would not have put so much down at the time of purchase. When I questioned why the down payment showed the extra 809, I was told it was just to make it look good to the bank. I would never have agreed to take another 800 from me for this vehicle.

• Initial Complaint

  08/21/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On June 3, 2019 my wife and I bought a new Toyota Avalon along with a few warranties. (Gap, dingshield, extended service, maintenance, Tire & Wheel). They scanned the paperwork for the sale and gave it to us in a pdf format. The first year's maintenance was free. Now in the second year when I want to get service under the warranties, I find that they did not include the warranty paperwork in the sales pdf. I called and asked for them to send me a copy. They can't find it. I tried calling the Fidelity warranty company but they refused to send me a copy. I have made numerous calls to the dealer but no one has provided me with all the warranty paperwork I need. This should be a simple fix. I cannot believe the run-around I am getting from this dealership.

  Business response

  08/25/2021

  Business Response /* (1000, 5, 2021/08/23) */ We will be calling the customer today to get a good email address to send over all the requested paper work. Consumer Response /* (2000, 7, 2021/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩