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:03/07/2025

  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.

  I went to Toyota to change the battery, my car didnt have any damage; when I took the acar I was driving and suddenly something makesnoise, and when I saw it it was the right side platinum that was crash.I had photos that show how was my car when I went to Toyota, and the actual photos.

  Business Response

  Date: 04/10/2025

  Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

  Thank you. 

• Initial Complaint

  Date:01/11/2025

  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.

  Purchased "NEW" vehicle with sales contract showing 7 listed miles 10/4/24. Found out later it was a "DEMO" with over 3000 miles. Timeline as follows:10/4/2024. Purchased vehicle as "NEW" after agreement on deal. Sales contract mileage stated 7.Contract and all personnel involved reflected nothing other than "NEW" vehicle.1/6/25. "Maintenance Required Soon" warning came on.1/8/25. Messaged service mgr. for appointment. Toyota app showed 2 previous service records.1/8/25 & 1/9/25. Called Toyota. Was informed of a previous owner. Started ****************** # ************. Was told I would get a call from General Manager within 2 days.1/8/25. Filled out complaint form on the ************************ website.1/10/25. Called manager at dealership. I explained excessive mileage. He investigated and called me back with information stating vehicle was a "Toyota Representative Demo" and had over 3000 miles on it. I would not have agreed to deal if I knew vehicle was a demo with that many miles. Manager informed me General Manager would call by end of day.1/10/25. Called ********** office. Spoke with *** who told me to fil out complaint form with FLHSMV.1/10/25. Received call from Toyota finance person. Nothing done. No call from General Manager.I bought this vehicle in good faith having dealt with dealership for many years. Quite shocking this was overlooked and information was not given to me, the buyer. Absolutely nothing mentioned of "demo" during the time at dealership or after taking delivery.

  Business Response

  Date: 02/26/2025

  I have spoken to Mr. ******* and made a very fair offer to address his concern which he turned down.

  I have reached out again to attempt to resolve his concern. Will update if we connect. Thanks

  Customer Answer

  Date: 02/26/2025

   
  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:12/28/2024

  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.

  This dealership is one of the worst to deal with if you have to get your car serviced. They have no idea what they are doing. Bought a new 2025 camry and have had nothing but issues.Manager **** told me, "we don't verify our cars are in working condition since that's the manufacturers job." So don't expect a working car if you buy from them. He tried to dissuade me not to take legal action with the lemon law, which is very illegal.I have wasted so much time trying to get my new car fixed. Have only owned the car for 2 weeks and have only been in my possession 4 of those days. Don't work with this dealership cause they don't care if they waste your time.First day I got my car, I was getting a low engine oil error on the dash. Brought it in said nothing was wrong and they reset the ************** day, getting the same error. Brought it in again they scratched up my car and didn't fix anything.Third time bringing in my car, they still haven't fixed anything, and now they're claiming the camry has a pending recall even though I called Toyota directly, and they said there's no such thing. Talked to the service manager, and all they did was send a claim to toyota directly. No actual mass recall is happening yet.Went to the dealership to exchange the car because it is a lemon at this point. They wanted me to pay the difference in the cost to replace my lemon car since they claimed it is a used car now. Would've costed over $1000 to exchange the cars, which is insane. They sell bad cars and expect more profit to get you a working car.Then they had the gall to tell me I had to give up the rental they gave me to drive my broken car home.I need a new car in the same color since waiting for this recall could take months. I shouldn't have to wait that long for a car I bought outright. I also think I need to be compensated at this point since I've taken multiple PTO days and weekends to get all this figured out.

  Customer Answer

  Date: 01/02/2025

  Hello,

  I have worked out everything with the company. They ended up cooperating after they saw my review on ****** maps.
  

• Initial Complaint

  Date:12/25/2024

  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.

  Hello:thank you for your help!On 10/24/2024, I went to AutoNation Toyota Winter park located at *************************************************************** FL32792 to get maintenance done on my car, and near the end of the day, I was standing in the return area waiting for my vehicle, when I witnessed a female employee of the store slam my car into anotherblack Toyota tundra, causing damage to both vehicles!I then discussed with the store what to do?Because my job relies on vehicles!So my request was simple, provide me with an identical vehicle while my vehicle is being repaired!I could continue to work and the manager of the store's maintenance department stated that he did not have an identical vehicle and that he would only provide me with a rav4 for my use while the repairs were being made!After final negotiations the manager stated that he would pay me my wages for the time corresponding to the time I spent repairing the vehicle, told me to leave as soon as possible, and that I would be allowed to return to the store the following Monday to have the vehicle repaired, and that I would leave the premises after an agreement was reached and the paperwork was signed!The following Monday I came to the store as promised to have my car repaired, but the manager stated that he would not give me any additional payout and would only repair the car!He asked me for the paperwork I signed last time, which I refused to do, and after some negotiation, the manager finally agreed to pay me over $800 for the repairs!And called the finance department to get an address from me telling me I would send me a check!I then left the vehicle to be repaired and left and now two months after this incident I still have not received any check!I have also realized that they are just lying to me over and over again to get to the point where they want me to leave the store!So I want you guys to help me to 1, make the store fulfill their promise to pay for my damages 2, apologize to me for cheating me so many times,

  Business Response

  Date: 02/25/2025

  I spoke with guest yesterday 2/24/2025 regarding reimbursement for lost wages during and unfortunate accident with customer`s vehicle while on property. The damages were minimal but, had to be repaired at the bodyshop and during this time our customer was unable to use his Sienna van for **** and caused loss of several days wages. Another rental vehicle was provided but, not accepted through ****. We do not normally cover this expense for wages and after reviewing with guest we are sending him a check as a one time goodwill gesture for the inconvenience of this issue. Customer was satisfied and appreciative for the call and resolving his concern. 

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22729806
  
  I am rejecting this response because:
  1. The merchant has promised to send me a compensation check three times since the incident occurred. The first time was the manager of the service department, the second time was the manager of the service department and personnel from the finance department, and the third time was the person who called me yesterday! It has been 4 months since the incident occurred, and I have not seen the check or provided any explanation after the first two promises. This is the third time, and I am not sure if I will receive the check. Once I receive the check, I will immediately contact BBB to inform them of the result and withdraw the complaint. Before that, I will not be satisfied with the merchant's response, as I have been deceived twice by them. I am not sure if this will be the third deception, but only to get my consent to withdraw the complaint! 2. The manager of the service department's first action after the incident was not to apologize and compensate, and even threatened me that he would report me to the police and list me as an unwelcome person! This is the ultimate reason that led to my complaint! The situation is not as cooperative as described in the feedback they sent you, but it doesn't matter! If I receive the promised compensation check in a few days, I will choose to forgive and withdraw the complaint! But I won't go to this store again because of their manager who tricked me three times!
  Sincerely,
  
  ***** **

  Business Response

  Date: 03/25/2025

  I spoke with customer on 2/24/2025 at which time apologized for the delay and inconvenience. I requested the amount be mailed to customer.

  After receiving this correspondence today from BBB 3/25/2025 I reached back out to customer and he stated that he has since received the monies agreed upon and he is satisfied with our company now. 

  BBB - Please correspond with our mutual guest and he will provide a positive feedback to you with resolution resolved. Please close this open case.

  Customer Answer

  Date: 03/25/2025

   
  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:12/05/2024

  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 had a pre purchase inspection done by Autonation Toyota to determine if the car had any issues before buying from a third party. The inspection took about 4 hours and minimal items were noticed. I have had the car a month and the exhaust had to be completely replaced, the rear differential was leaking and the head lights havent worked since we got it. It cost $4500 extra to get the car fixed after Autonation Toyota said it was in great shape. The guy who inspected it even had a car just like it. I feel that they should have to pay at least a portion of the extra amount that I had to pay since had I know any of these items I would not have bought the car.

  Business Response

  Date: 12/05/2024

  Customer was offered a full refund for services performed at our location. 

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22643803
  
  I am rejecting this response because:

  the company was negligent in their inspect job and it cost me $4500 and a purchase of a car I wouldnt have purchased had I know any of these issues and all they want to return is the inspection fee and pretend all is good.
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 01/27/2025

  Our stance on this experience remains the same. We have offered a full refund for work performed but will not accept any and all issues found on a used vehicle that we did not sell. 

  Customer should see the person they bought the vehicle from. 

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22643803
  
  I am rejecting this response because:
  I paid the company based on their expertise and knowledge of the vehicle to find issues wrong with the vehicle before purchase and they stated it was in good working order and after taking it to a ***** dealership I had to spend $5k on the work.  So maybe this is something that should be worked out with whomever certifies the companies technical work.  I will research whom that entity may be and reach out to them.  The refund doesnt cover any of the major work required to solve the issue.

  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:12/02/2024

  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.

  Pain $639.00 for a "DENT PROTECTION".The salesman: ****** HAYWOOK IV never went into details or explain the real dent protection.I just found out that is the paint is damaged...you are out of luck with this service contract.What kind of dent doesn't have paint damage? *****% of the time it does have paint damage.This is rip off!!!!

  Business Response

  Date: 12/17/2024

  We have spoken to the customer and are scheduling an appointment to take a look at the dent for him.

  All information/literature/contracts provided at the time of sale do mention that this is a paint-less dent removal product. 

  Thank you. 

• Initial Complaint

  Date:11/10/2024

  Type:Sales and Advertising 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 had a scheduled oil change and tire rotation at Auto nation for my 2019 Toyota Land Cruiser, on September 27. 2024, but I had to leave the car at the shop because the crane was stuck and they had to call technician to get my car down. They gave me a loaner car. I got my car back next day, ( invoice no ******) but i had to bring it back in 10 minutes because I felt an unusual shake and abnormal sound, they checked the car and recommended to change two tires for ******* dollars, which was never mentioned during the first check up. I changed my tires some were else. Even changing whole four tires, my car still had the unusual shake and abnormal sound, so took my car to ******* Toyota ant their recommendation was there is a bend in drive shaft, which i believe, happened due to mishandling at Autonation Toyota of Winter park. My bill for changing drive shaft was a total of *******. I talked to the general manager **** ****** at Autonation Toyota of Winter on November 1st for a reimbursement, but his response was total ignorance and to submit to my extended warranty for coverage. I believe that is wrong and I deserve a reimbursement since the damage was caused by poor work man ship of technicians at Autonation Toyota of Winter park. I am attaching the invoices and pictures of the damage, I hope I will get justice.

  Business Response

  Date: 12/24/2024

  Mr. ****** had an issue with his vehicle  that was covered by his extended warranty coverage. For some reason he decided to have the repair done by another Company and not utilized hi Warranty Coverage. This was after I spoke with him. 

  Mr. ****** can still submit a claim to get reimbursed if he chooses though we cannot guarantee. I also shared that with him. We would be glad to assist him. Thanks

  Customer Answer

  Date: 12/30/2024

   
  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. I am attaching the receipt for my extended warranty claim, I appreciate your help. Please let me know if I need to do any thing else
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:11/05/2024

  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.

  I purchased a used vehicle on Friday 10/25. I was told I can get my money back for any reason as long as it is within 5 days and up to 250 miles. That same day, I went to my own mechanic to ask him to take a look. He said there was a leak. I went back to the dealership to get it fixed. They told me to come back on Sunday and they can fix it for Monday. I dropped it off on Sunday and picked it up on Monday. The following day on Tuesday (10/29), the engine light came on. I took time off from work to drop it off at the dealership again and I waited half a day for the car to be fixed. They said they fixed it. However, again, on Wednesday evening the engine light came back on. I took it back to the dealership on Thursday. At this time, I asked for my money back, but I was advised since the mileage is over 250 miles, I was not able to. The only reason I went over in ******* was because I was taking it back and forth to the dealership. The car is still in the shop as we speak, and I don't even know what they are doing or if they can even fix it. They sold me a broken car and can't even fix it correctly. I gave them plenty of tries. I no longer trust the vehicle and I would like my money back.

  Business Response

  Date: 11/06/2024

  Good Morning, 

  We will be issuing a full refund and apologize for any issues we may have caused. 

   

  Thanks, ****

  Customer Answer

  Date: 11/06/2024

   
  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:08/14/2024

  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.

  Bought a used 2017 ******* SantaFe 2017 sports with 75k miles from the Toyota AutoNation Winter Park in February, since I bought this car that should have been in good shape, checked and inspected before selling it to the public, Ive had issue after issue with this car and it has been the worst ever car experience Ive had with a car ever, I bought the car and the first thing that happened was that the motor of the sunroof was dead. I tried making an appointment to get it checked out but work was on my schedule and I wasnt able to go get it checked, then the big issue showed on around June when my car started to leak oil and I took the car to the Toyota AutoNation dealership, the lady told me I was going to wait for 3-4 hours, I was waiting there for 7 hours for them to tell me that I had to pay ***** dollars for the issues that the cars having, I cannot afford that when I just bought this car and I also help my family financially at home, I asked if there was maybe a monthly payment plan I could get and the lady tried to give me a credit so I left, I had issues where the car stopped working in the middle of the road and was not accelerating or going faster than 20MPH on a 60MPH zone this has happened twice and the car was also blowing white smoke form the exhaust pipe, I have been super stressed, sad, depressed, because of this situation I dont feel safe to drive my own car anymore and this car is not even 6 months old with me, the unprofessionalism from the dealership on selling me a car that almost got me killed in a dead end accident because of the lack of check and maintenance this car had before it was sold to me is something I cannot understand specially with a car, how did they not checked the engine before selling it to me I almost died twice the car broke down twice on the road, I have my car parked at home not being used because I cannot drive it, it wont start it shakes and it doesnt even start, I am very frustrated and need this resolved.

  Business Response

  Date: 10/25/2024

  Vehicle was purchased pre-owed from us February 23, 2024 with ****** miles and came with 90 day ***** miles (Whichever comes first) warranty and a 5 day return policy.

  On June 8, 2024 at ****** miles customer came in for oil leak concern and sunroof not closing properly. Customer was advised of the repairs. 

  I have reached out to customer and left 4 messages in the last 3 days leaving my personal cell# for ease of reaching me and have not heard back from customer.

  If customer wishes to call me back, I will be happy to discuss options available to best assist. 

• Initial Complaint

  Date:07/25/2024

  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.

  My name is *******************. I went to auto nation Toyota Winter Park March. The 14th for an oil change. I had an extended warranty outside of them the document that they put the odometer. Reading on was not correct, so my warranty would not honor it because they put the wrong mileage on the documents. Leading to them to cancel my extended warranty and put me in a position with ******. ******** to pay $3500 for a rent. A car, now I'm without a car and cannot get back-and-forth to work or take care of personal business and someone please reach out to me in autonation Winter Park and let them know this situation, please.

  Business Response

  Date: 08/28/2024

  Good afternoon, As the Service Director I have personally spoken with customer on several occasions regarding his concern. During customers first and only visit ever to our dealership an unintentional error was made by the service advisor assisting and keyed the wrong miles in our system.  ******** stated several weeks later that his vehicle was a a local ******** dealer and that his extended warranty was being denied because of a mileage discrepancy they located on ****** against the actual miles on the vehicle. I spoke with customer and we "Corrected" his odometer miles and sent him a copy for his records along at his request sent to the ******** dealership his vehicle was at.

  After sending days later customer continued to reach out where we spoke regarding his extended warranty  was denied repairs even after the miles were corrected and documented. I agreed to contact his extended warranty provider and reach the supervisor for his company. The supervisor stated that the mileage discrepancy "WAS NOT" the main reason why his repair was being denied and that the repair is not covered. Nothing to do at this point with the original miles inputted in error and now fixed and documented. I personally contacted customer and explained this in great detail. In fact over the course of several weeks I gave customer my personal cell# and spoke on multiple occasions.

  There is nothing that I am able to do to override the decision of his extended warranty company and it has nothing to do with the oil change and only service ever being performed to his vehicle at our Toyota location on a ******** brand vehicle.

  Kind Regards