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:02/01/2025

  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.

  About a 2021 Toyota highlander, with ***** miles from this location in July 28 2024, there has been numerous complaints and repairs done to the car since then, and finally the transmission is being changed under the extended warranty that I had purchased. I have not seen the car since December of 2024 to present. It is still being repaired and I am financing this through the bank and the general manager of this location of toyota is telling me that there is not much he can do because I have had the car more than thirty days. I did not even mention the fact that when I brought the car in for the first oil change, their technician had an accident where they have had to replace the bumper on their premises. I am afraid of taking the car back. Since there is so many things going wrong with the car structurally, and I am fearful that it will break on me again. I am within the first few months of my years of long term with this car and it is already no good and they do not want to do anything except to have me run my credit again and make another purchase from them to replace this car.

  Business Response

  Date: 02/01/2025

  Good morning,

  We want to make sure our customer is receiving good service, which we are providing at this point. It is unfortunate that the vehicle is having issues but with the certification warranty will be take care of these mechanical issues. We cannot predict what could happen several months after purchase, but this is why we certify our available units in case instances like this happen. The customer is provided a loaner vehicle during this process, and we know this is still inconvenience. We are trying everything we can to help resolve the customers concerns.  

   

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

  General Manager

• Initial Complaint

  Date:08/26/2024

  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.

  Saturday, August 24th took my car for transmission diagnostics and perhaps reprogramming the **** On that same day around 1:30pm. I got a call saying that I should pick up my car and that I should consider a new engine. Got there picked up the car windows rolled up and went home without a hitch. My father did told me when I got home that the car was making noises. Later around 4pm I start the car to go somewhere with the windows rolled **** and indeed the engine sounded like loose metal inside very scary. They did something to my car. I recon it is an old car, was not very fast but it was reliable no problem other than the one I got it there for, it took me to work and home every day 32miles sometimes 40 miles a day I got to this fabulous country 3 months ago and that car is the one thing to my name, and the only way for me to go to work and make a living, and somehow they managed to destroy a perfectly drivable car with some transmission issues.I don't want nothing else that the car to be returned to me in the same condition I left it there Saturday morning, transmission problems included.

• Initial Complaint

  Date:07/24/2024

  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.

  I purchased a new vehicle (2024 Toyota Highlander Platinum) from Palm Beach Toyota on July 3rd 2024. I was mislead into signing for many warranties that I verbally said I did not want when I was with the finance person. I specifically said I did not want at least 4 of the warranties that amounted to over $9,000. The next day I cancelled all I could but they said two of the warranties are not cancellable. These warranties were applied after I verbally said no and the finance person I dealt with had me said many papers that lead me to think he did not put them in. This was very unethical and I just want my refund back. I have been trying to rectify this with Toyota and the person who out the warranties in. Giving them a chance to refund me but so far they say they are impossible to cancel which I do not believe. The two remaining warrantys I need off are:-One warranty that was added was a spray coating that they were doing while I was in the finance persons office. This was unknown to me. -The other warranty is an extra layer of theft protection that is installed on every car that I was not told of and somehow they say it cant be turned off once turned on. Which is hard to believe.Even the warranties I was able to remove I verbally said before they were added I do not want those protections. And the finance person unethically put them on anyway.I was completely mislead into these, and from the beginning I verbally said I do not want them. And I believe they should at the very least refund me the last 2 warranties I never wanted.

• Initial Complaint

  Date:04/29/2024

  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.

  I purchased the 2024 Sienna from the dealership. I noticed the price was higher before any options, so I asked the questions and the sale **** ******************************** told me, "The appearance package and what this vehicle comes with is the following: Tint (comes with warranty if bubbles, cracks or peels we replace for free and provide you with a loaner if needed)Door edge guards, cup guards, wheel locks.Exterior diamond ceramic coating that goes on the outside of your vehicle. It is applied to windows (helps water bead for better visibility), paint, plastics and black accents (prevents from fading), love bugs from getting stuck in your paint, headlights and taillights (prevents from needing restoration) and much more! It also comes with a 7 year warranty unlimited mileage on the exterior ceramic protection."Until April 19, I reached out to the same sale person to see what i need to do to have the exterior ceramic coating reapply. At first, he was telling me he will have one of his managers to reach out and set up a time and date for them to come out to my location. A week went by and I didn't hear anything from anyone. I reached out to him again to follow up on April 26. His response on April 28 was, "Sorry for the late response ****, I did get with my manager about the ceramic issue. Let me get back with him and have him reach out for sure this time." In the evening on April 28th, I didn't hear anything, so I reached out to him again and expressed my frustration with the fact that no one had yet reached out to me. On April 29, he replied, "My apologies again **** we've all been pretty tied up this past week. I'll get reach out to my manager again to get that number for you. First let me ask if you activated the Ceramic Coating warranty in finance? I don't remember charging you separately for that package. We put it on all of our new vehicles but after that if it wasn't activated or paid for in finance you wouldn't have warranty for the coating." See emails attached

  Business Response

  Date: 05/14/2024

  Good Morning,

  I apologize if there was confusion on what was included in the vehicle. We apply the Ceramic coating on every vehicle but has an optional warranty the customer can purchase. This was declined in our finance office when finalizing your transaction. I have provided the menu that shows your signature with the declined options. In the spirit of customer service, we will be happy to reapply the ceramic protection as a good will gesture. Feel free to contact me directly @ ************. Thank you

   

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

  General manager

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21640501
  
  I am rejecting this response because:

  1. On February 5th @ 1:45pm, this is what ****** had sent me in an email;

  The appearance package and what this vehicle comes with is the following:
  
  Tint (comes with warranty if bubbles, cracks or peels we replace for free and provide you with a loaner if needed)
  Door edge guards, cup guards, wheel locks
  Exterior diamond ceramic coating that goes on the outside of your vehicle. It is applied to windows (helps water bead for better visibility), paint, plastics and black accents (prevents from fading),love bugs from getting stuck in your paint, headlights and taillights (prevents from needing restoration) and much more! It also comes with a 7 year warranty unlimited mileage on the exterior ceramic protection.
  

  When I asked him to put all items included in that appearance package in the sale contract, His response was, "I can try to to get every detail pricing for the appearance usually it's all on one price which is the $1,995, The appearance package is a valued added item our dealership adds to our vehicle."

  So, I asked him to put it in the dealership's letterhead of what is included. 

  If the warranty for the ceramic coating needs to be activated, does it mean the Tint need warranty needs to be added too? 

  Now, the only extended warranty I remembered the finance called me about was the *** coverage, and nothing else. 

  This sale technique the dealership is using is no different than the bait and switch. Advertised and told us that it is included, and then tried to up sale the warranty at the end? In our case, it was never even brought up to our attention other than the *** coverage. As I will not purchase the vehicle had I known we need to pay an additional 1395 to activate the warranty. 

  I appreciate **************** offered to do it one time as a courtesy, but this is not acceptable as the sale person was misleading us through out the entire transaction, and no where on anything he sent over to us including the letter mentioned that the warranty is an additional cost item. 

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

  Business Response

  Date: 06/17/2024

  Everything was taken care of by the dealership and ************ was happy with the resolution. 

• Initial Complaint

  Date:03/25/2024

  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.

  In the beginning of March 2024 I called Toyota of Palm Beach located on ********************************************************************************* and spoke with service advisor *************. I asked him the total cost, with tax, labor and parts included, to have front breaks and rotors replaced on my vehicle. Leduar Nazala put me on a brief hold to get me the total exact price on that. ************* then proceeded to tell me that the total cost with tax, parts, and labor included, for new front breaks and rotors for my vehicle is $688.00. I then told ************* I would like to book an appointment with him to have that service done, and asked if he can book me for March 18th 2024 preferably in the morning. He checked on that for me and he offered me a 7:00AM appointment for March 18th 2024. I accepted the appointment, and had him verify and confirm again to me the total cost of the service with tax, labor, and parts included, and Leduar Nazala confirmed to me it would be $688.00 total. On the day of the appointment March 18th 2024, I had arrived for my 7:00AM service, and greeted *************. He had me sit in the customer waiting room while my vehicle was being serviced. When the service was over, I received a text message alerting me that the service is complete and the total was $779.14. I went to the check out desk and spoke with *************, and told him that he stated to me over the phone that the total cost would be $688.00 with Parts, Labor, and tax in total, why then am I now being charged $779.14. ************* appeared nervous after i confronted him on the price, and he stumbled on his words and said "It's because of taxes". That did not make sense to me since ************* had already included the cost of taxes in the $688.00. He was not willing to charge me the $688.00 he confirmed and verified to me that it would be originally. I reluctantly paid the $779.14 via debit. Service advisor Leduar Nazala was dishonest, and used a "bait and switch" tactic on me. Due to his dishonesty I will never again be back to Toyota of Palm Beach. All I am seeking is to have the amount Leduar Nazala dishonestly overcharged me of $91.14 refunded back to my debit card.

  Business Response

  Date: 05/01/2024

  We refunded this customer the difference that was supposedly mentioned in the spirit of customer service. This was done quite awhile ago.

  Customer Answer

  Date: 05/01/2024

   
  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:03/13/2024

  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.

  - Brought my car in for service at 7:30am on 3/13/2024 - I dropped it off for a transmission flush and wiper replacement - My car was returned to me with a badly cracked windshield - Their own pre inspection report lists no damage to the windshield upon drop off - I am 100% certain that this occurred in their possession - The point of impact on the glass that shattered it is directly beneath where the metal arm of the wiper blade meets the glass when there is no rubber blade on there - I have owned the car for a month and never replaced the wipers, there is no way for me to have caused this damage - A rock could not have been the culprit as the point of impact is 100% covered by the wiper - I need to be reimbursed for the windshield and any services related to replacing it

  Business Response

  Date: 03/14/2024

  The inspection document did show damage on the rear bumper, ******* and windshield. The reference of inspection the client is referring to is the Multipoint inspection done by the technician. Customer signed acknowledging the windshield and all the rest of the damage. We would not be responsible as it was pre-existing prior to the client arriving. If any further questions are needed feel free to reach out. Thank you

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

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21429766
  
  I am rejecting this response because:

  ******, we both agreed in person yesterday that your technicians caused this damage while they were changing the wiper blades. I find it really disappointing that you are so comfortable changing your stance and lying like this. *** inspection documents that you provided me declared no damage on the windshield. Additionally, I have a screen recording of all the service recommendations made to me after the full inspection was completed. ***re is no suggestion for a repair or replacement of the windshield. If I had brought it in damaged, why would the windshield not be on the list of Suggested repairs.
  
  
  I would never have signed anything acknowledging damage to the windshield, drivers door or bumper. ***re was no damage to any of those areas before bringing it into Palm Beach Toyota. ***re still is no damage to the driver side door or the bumper. *** only damage is the cracked windshield that happened in the possession of the technicians at Palm Beach Toyota. I asked the service advisor to explain to me everything that I was signing before I signed it and not once did he mention any damage disclosure - the only thing I was signing for was agreeing to have the wiper blades replaced, and the transmission flushed.
  
  
  *** crack on the windshield is directly under  where the metal arm of the wiper blade would make contact with the glass if the rubber wiper blade was removed. *** wiper blades on this car have not been replaced in more than ****** miles. *** car has also been up on a lift many times since the last replacement of the wiper blades. Through all the turbulent roads and speed bumps that this car has driven over since the last time the wiper blades have been replaced, it is impossible for any pre-existing crack to not have expanded before Palm Beach Toyota took it in for servicing. This obviously means the crack was caused when Palm Beach Toyota replace the wiper blades. That is the only explanation and they are 100% at fault for the damage.
  
  
  I also have dash cam footage and audio recording of a technician, driving my car back to the front of the lot nervously explaining to somebody on the phone that they did not **** the damage and he did not want any trouble from the windshield being cracked. 
  
  
  Additionally, I have documentation from the dealership that I purchased the vehicle from on February 2, 2024 documenting that there is no damage to the windshield. Since the blades have not been replaced or removed, while the car has been in my possession and the service records of the car do not show any replacement of the wiper blades in recent history, the only opportunity for this damage to occur is when the wiper blades were changed by Palm Beach Toyota on March 13, 2024. 
  
  
  If we cannot find a resolution, I will absolutely be bringing this to court. Palm Beach Toyota needs to accept responsibility for damaging my windshield and compensate me in proportion to the damage caused. 

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

  Customer Answer

  Date: 04/19/2024

  Palm Beach Toyota is fully liable for the damage to my windshield. They broke my windshield and I have provided undeniable evidence for it. I do not believe they made a good faith effort to resolve the complaint. They caused over $1000 of damage and wasted over 6 hours of my time in getting the windshield replaced. 

  Customer Answer

  Date: 04/19/2024

  Palm Beach Toyota is fully liable for the damage to my windshield. They broke my windshield and I have provided undeniable evidence for it. I do not believe they made a good faith effort to resolve the complaint. They caused over $1000 of damage and wasted over 6 hours of my time in getting the windshield replaced. 

• Initial Complaint

  Date:12/06/2023

  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.

  Individual at ****************** at Palm Beach Toyota knowingly installed an incorrect tire, lied about having a conversation that informed the customer of this change, then refused to correct it multiple times when brought to their attention. Furthermore, other colleagues refused to correct action of employee when brought to attention, after making specific appointment without original individual present. All in all, it causes vehicle to violently shake as a result, resulting in potential harm and lawsuit. ****************** manager alerted, mechanic alerted, still refuse to install correct tire after deliberately explained to do from myself. Compromise was to have all tires including replacement balanced, wheels aligned but problem still persists. This is absolutely unacceptable and will not be resolved until same brand of tire is ordered and used as the replacement to match existing tires which have less than 17k miles on them, as is standard practice with any reputable automobile repair establishment.

  Business Response

  Date: 01/02/2024

  Hello,

  Everything was resolved with the client and should not need any further assistance. Any questions please call the Below.

   

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

  General Manager

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

• Initial Complaint

  Date:01/24/2023

  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 Toyota Prius at Toyota ********* Beach on January 2022. The salesman *************************, AKA *** by pressure and misinformation told me to buy Outside Ceramic Protection for my new car. I just moved to ******* and he said that this protection is a must to have in *******. On 1/23/23 I filed an online claim with ECP which is the company that produces the ceramic protection product that is covered by the warranty. I was told by the dealer that when I bought the car it came with a ceramic protector. My ECP claim was for a small paint chip on the back side of left the car. ECP denied my claim saying that this damage is not covered under the terms of the warranty. ECP also required for me to fix the damage by going back to the dealer and have their coat protector put back in the area damaged and for the dealer to show proof that this was done. I was warned by ECP that if I do not fix this damage and put the coat back then any future claims could be denied. I called ** who told me not to fix ************** and do not worry about it. This sounded strange to me so I decided to call Toyota dealer body shop department to get an estimate. I was in shocked when I was told they don't do ceramic coat protector nor use ECP products. ** sold me a ceramic warranty for a product that they don't even have in the dealership. I am even having doubts if this coat protector was ever installed on my car. For the warranty to be valid I need to put the same type of ceramic protector sold under ECP. Unknown to me was that the warranty is exclusive to ECP products and for work done only by the dealer where I bought the car. This was never explained to me by **. He mislead me by saying I am buying exterior protection warranty. He never told me that I can only use ECP coat ceramic protector products nor that the warranty was exclusive for these products and only at the dealer where I bought the car. This warranty is useless to me now. I was scammed. I want my money back for $995.

  Business Response

  Date: 02/21/2023

  Refund was issued in the spirit of customer service. 

  Customer Answer

  Date: 02/21/2023

   
  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.

   

  I need to close this complaint. The business responded to me and refunded my money. I am satisfied with the business refund.

  
  

  Thanks

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

• Initial Complaint

  Date:05/22/2022

  Type:Sales and Advertising 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 do prefer the communication in Spanish but if there is not a possibility I will find a translator. I did arrive to *** on May 10 2022 with my 14 years old son and because I needed a car to move around on 05/16/2022 I went to Palm Beach Toyota asking for prices and they took advantage of my good will making me signed documents under pressure and without giving me any more information of the financing, they made me buy a car and under fraud no only on the inflate price but also they use false information, by the suggestion and pressure of the sales agent Magdeli and the Manager, to apply for a financing of a used car Toyota Corolla LE, Black, Year 2020 with ************************ a down payment of $5500 for what I only received a receipt of $2500 dollars and any other document for the other $2500 I paid with a check. The put on the report false information about my job and status in *** and made sign a car loan of $19000 dollars, financing during 6 years with an interest of *****%. using the ***** lenders company. I will have to pay $527 per month and I don't even have a job right now to pay that car that was over priced and they never inform me the exact amount I will have to pay for a car. They only gave me an USB Flash Drive with documents and I don't even received a **** of sale printed that Toyota normally provide.I will need help from someone in Spanish language from BBB. That is another way for them to take advantage of me as I cannot speak proper English and they knew my status as tourist and that I don't have any job. That is something base on my research penalized by law to lender that abusive from people like me.If someone in Spanish can contact me to my number ************ I will appreciate very much.Thanks in advance for any help,*********************************

  Business Response

  Date: 07/12/2022

  We are happy to discuss the concerns our client has but the documents required to finalize the approval are provided by the consumer. The Bank Safco also verifies the legitimicay of the documents provided so the statement is not accurate. Please feel free to call *************************** at ************. Thank you.