ComplaintsforToyota of Lake City

• Initial Complaint

  04/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Date Purchased 07/20/2023 The salesman and Finance Manager both tricked me into adding additional insurance policies that were initially wanted and falsified information about what was included inside the insurance. When I went to utilize the insurance that I thought I had initially purchased they said it was not valid, and the insurance I thought was purchased wasn't anywhere on the agreement, but rather other insurances were added in place. This was a dishonest sale and when I had talked originally to the salesman asking about a sales discount for military members he offered, but after further investigation into the contract at a later date there is nothing stating I got any sort of military discount.

  

  Business response

  05/13/2024

  5/13/2024
  Dear BBB
  Reference # *******
  
  Toyota of Lake City received a Better Business Bureau complaint from Mr.  *********************************** last month.  ********************* (Finance director)has attempted to reach out to ************************ on numerous occasions to resolve his concern, with no response. After leaving unanswered phone messages, **** sent a text message on May 1, 2024 at 5:52PM to **************
  (Hey ***.  This is **** from Toyota.  We received a BBB complaint and we have been trying to reach out to you.  Can you please call me back so we can get this resolved.)(Please review the attachment).  Still no response. The 1st attachment is Says text.
  ************************* (salesperson)also emailed Mr.  Kushnereit on 5/01/2024 at 2.48PM.  He opened the email several times and did not respond.  The 2nd attachment has Shivams email.
  
  In regards to $500 military discount, Toyota does not have any type of military discounts on a used vehicle purchase.  We did make an adjustment on the selling price of the 2020 Rav 4, discounting the price from $45,495 to $44,500 because of ******************* military services to our country.
  
  If you need any additional information,or have any other questions, please contact *********************** at Toyota of Lake City **************.
  
  ***********************
  General Manager

  

  Business response

  05/13/2024

  The two attachments

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  September 5, 2023 Ms. ********************* (Owner)********************************************************************** ************** TO: Ms. ********************* My name is ***************************. I was introduced to Toyota of Lake City while endeavoring to sell my 2019 ****** Sentra. *************** Book listed your dealership as one of three recommended in my area. Fairly straight forward right? Wrong.Why I am choosing to sell my car is personal and it should be no ones business as to the why. But, sadly, your team felt compelled to intrude into my personal and private life. I was not there to buy a car. I dont drive anymore. I am receiving 4 chemotherapeutic agents at the * of W. I have lost 20 pounds in the last 6 weeksMy car and the attention to detail of my car was imperative to me, as well as my husband, having dependable transportation for my treatments and for his employment was and is imperative. We have every single document of the care of our ******. We paid $500 to have it detailed the day before we came in. The gentleman that detailed my car said that he thought it was brand new. Our car was our greatest asset.My husband was interested in the purchase of a new car. A specific car that he/we had spent a year studying and contemplating. After 5 hours of literally turning the table on us we left after 5 pm without my car, no documents that demonstrated that I had just signed my title over to Toyota of Lake City, not a dime provided to me. We were required to call for an *ber and I was forced to cancel my Chemotherapeutic appointment at ** on Friday 9/1/2023. You might think this is a game of sorts, but, I will tell you there is nothing fun or funny about this game you play. I want the full ***** Blue Book paid to me or a reversal of the title.My husband will determine how much he will put down on the car he purchases, not you. ************************************** *********************** ************** CC *********************** GM

  Customer response

  09/05/2023

  We/I received a resolution of our concern within 90 minutes of ********* Toyota being made aware of our concerns.  The recipient ***************** (Sales Manager) at Toyota ************* reached out by phone immediately and asked me/us what he could do to make this right.  He provided us a check for the full amount of the ***** Blue Book and agreed to provide clarity, in writing, of the documents securing the purchase of a new car for my husband.  He stated that he had not been at the Toyota Dealership the day of the event Wednesday September 30, 2023.  He apologized.

• Initial Complaint

  06/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On May 22, 2023, I discovered on www.Toyota.com that my vehicle VIN reported an entry dated June 2, ************************ quote: "TOYOTA OF LAKE CITY IS NOT RESPONSIBLE FOR DAMAGE AS A RESULT OF BROWN BEAR CAR WASH PLEASE USE AT YOUR OWN RISK" End Quote. I have patiently waited for your dealership to respond to my concerns for over a month now and still have received no response. I did not pay as shown as "customer pay" and did not request a "car wash". This record has already been printed, witnessed, and recorded on official record keeping for legal purposes.PLEASE RESPOND WITH ALL DOCUMENTATION ON MY VEHICLE: VIN:*****************, 2014 Toyota Corolla **************** Disabled Veteran license plate *******. [Note: Do not withhold documents during this complaint process. Any withheld documents discovered will be reported accordingly.]

  

  Business response

  07/12/2023

  Dear BBB,
  We received case ******** regarding customer ***************************** regarding her concern over a line item on her repair order (******). Line 1 on that repair order pertained to a Brown **** Car wash. ******************** was concerned that she did not request for, or pay for a car wash. We have attempted to contact the customer multiple times over the last several weeks and have yet to contact her or receive a call back from her to explain that the Brown **** car wash is a complimentary perk our dealer does for its customers. It is a voucher for a free car wash that can be used if the customer chooses, it costs the customer nothing and there is no obligation to use the voucher in any way, it is simply a complimentary perk for our customers.

   

  If have any other concerns, or questions, please contact ******************* (Service manager) at **************.

   

  Sincerely,

   

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

  General Manager

  Customer response

  07/18/2023

   
  Complaint: 20234566
  
  I am rejecting this response because: Lake City ******* Toyota's documentation on "repair order (******)" was NOT included in response by Lake City ******* Toyota. 

  Lake City ******* Toyota's response attached the same document (Toyota.com VIN report) I attached in my original complaint to confirm that a record was reported on my vehicle. I have repeatedly requested Lake City ******* Toyota's documents on my vehicle as stated in my original complaint.  It appears Lake City ******* Toyota is intentionally withholding documents thus causing delays with other official time-sensitive investigations I am participating in.

  ATTACHMENT:  June 29, 2022 Letter from the Office of the Insurance Commissioner reads in quote, "Lake City Toyota and Progressives claims representative only saw visible damage to the airbox top. After your request for further diagnostics, Lake City Toyota refused to do any further work on the vehicle."  [NOTE: Now Lake City ******* Toyota identified the service as a "repair" - not a diagnostic.]
  

  I am demanding again that Lake City ******* Toyota respond through the BBB complaint ID: ******** with all documentation (diagnostics, repair order (******), invoice, receipt, et cetera) in their possession of my vehicle (by the way which I own with title free and clear with no lien whatsoever).  

  I am willing to participate BBB's Arbitration and/or Mediation with the goal to settle this complaint.

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

  Customer response

  07/27/2023

  Provide all documentation regarding this attachment showing that Progressive Insurance paid ********* $192.93 on June 3, 2022.  [NOTE: This is my vehicle I own in my name - title remains free and clear.]

  

  Business response

  07/29/2023

  Dear BBB,

  
  We have received further information on case ******** regarding customer *****************************. ******************** is requesting all documents related to RO ******, we provided all documents to ******************** when the car was released to her and all documents are available through online portals such as MyToyota.com we are also always available to print or email any documents from any services we perform at our dealer at any time the customer requests. We have reached out to ******************** multiple times to try to confirm exactly what she needs us to provide for her and have not yet been able to contact her. At any point if ******************** would like to meet with us in person or over the phone we would be happy to help out to make sure she has everything she needs from us. Some of the concerns or requests have been confusing and we want to make sure we are providing the correct information in the correct way that the customer needs. We are attaching the customer invoice from RO ****** to this email so that those documents are available.

   

  Please have Ms.  ******** ask for *******************, service manager of Toyota of Lake City.  

   

  If you have any other questions, or need any additional information, please contact *********************** at ************.

   

  Best Regards,

   

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

  General Manager

  Customer response

  08/09/2023

   
  Complaint: 20234566
  
  I am rejecting this response because: 

  1.  Lake City Toyota's documents show a BLANK signature line therefore unauthorized "work" has been performed.  How did Toyota receive payment from ********************* on my vehicle that I own free and clear with title in hand?

  2.  The attached email shows that I have promptly notified ********************* claims agent about my concerns.  I emailed *****************************, Progressive Claims agent, the text messages I exchanged with Lake City Toyota employee *********************** - ******************************************* around May 11, 2022.  These texts described what **** agreeing to perform a diagnostic - not a "repair" - that would cost me about $535.50 for about 3 hours of labor.  I stated "Ok. I am fine with that amount at this time."  see page 5/21

  3.  I paid AAA ************* for my vehicle to be towed to Lake City Toyota on May 16, 2022.  Lake City responded on page 9/21 that my vehicle was "received".  

  4.  Starting on page 11/21 through 13/21, I texted. "I'm trying to call you to clarify that I am not authorizing any additional services beyond what we texted here on this string and agreed upon.  The diagnostic you recommended (of up to three hours) is the first step to allow the insurance company to understand why the vehicle is not operating."  Lake City's response was, "I'm well aware of what you're authorizing and not authorizing.  We are held to a legal obligation when it comes to what we're allowed to do an what we need approval for.  At this point, we are not promising that we are will to repair the vehicle, just assess the damage for your insurance company."

  5.  On page 15/21 on the text dated May 20, 2022, I texted, "Hello, Progressive called me yesterday afternoon.  Then I called you afterward.  So far, nothing has been communicated in writing what the status is.  Thank you for at least texting me."  Lake City's response was, "We have submitted the damage we found (engine air box) to Progressive.  At this point, you are welcome to have the vehicle picked up and towed to *********** facility (or whereever Progressive wants it repaired at".  

  6.  I am making a clear and cogent statement:  I did not receive any Lake City Toyota documents describing this "service" until Lake City Toyota released the attached "bbb scan" document to me about a week ago! 

  7.  On page 21/21 on June 7, 2022, ******************************* emailed these words in quote, "Hello ******, I am following on the voicemail that I left for you just a few moments ago.  Lake City Toyota is not willing to complete further diagnostic testing on the 2014 Toyota Corolla, so we will need to move it to a shop or dealership of your choice that will be able and willing to compete that testing.  Please let me know once you have a location in mind to have the vehicle moved to so that we can coordinate the tow and diagnostic appointment.  We will need to move the vehicle as soon as possible." 

  8.  I attached an email string on Progressive's final wording on the fire damages: "***************************;<*******************************> Thu, May 26, 2022 at 3:08 PM To: A S <***************************************>
  HI ******, The information I received from the shop was that they were not willing to complete the diagnostic due to a potential claim against Toyota and did not mention safety concerns. In order to accurately evaluate the vehicle to determine damages, we will need it to be moved to a shop that is willing to perform a diagnostic. Once you have determined where you would like the diagnostic completed, please let me know so that we can work with that location."  

  9.  Attached also is Progressive's document affirming the damages on Lake City Toyota visually inspected too.  No other damages were document affirming my concerns of additional fire damages.  Even though I called the estimate low ball, I based this upon the 4 OBD2 scan reports done at my home before the vehicle was towed. 

  A lot of time has passed between May 20, 2022 and June 7, 2022 that both ********************* and Lake City Toyota did not account for.  In addition, the clock keeps ticking and no one is telling when my vehicle was further damaged - potentially vandalized - according to ******* Toyota's documents.

  So what else did ********************* and Toyota do to my vehicle?
  

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

  Customer response

  08/27/2023

  Thank you BBB for allowing me to finally access some of these withheld documents.  Lake City Toyota and Progressive continue to withhold documents on my name that were not PROMPTLY disclosed about my vehicle.  I have shown evidence that Lake City Toyota's "BBB scan" documents do not follow with the communications I exchanged per my BBB attachments.  Lake City has not verified if these communications were actually from a Lake City employee.  As I have signed an agreement with Progressive to inspect - not repair - my vehicle, my communications can be subpoenaed through my phone number and email address as I exchanged detailed texts and emails with a Lake City Toyota employee who identified himself as such.  Progressive did not inform me prior that they would INTERFERE with my request for a full diagnostic that I offered on my expense!  I was ready to pay for the "fire" damages in the full amount if my vehicle could be properly diagnosed and repaired by Lake City Toyota.  What went wrong is that Lake City's visual inspection should have reported and clarify exactly is considered "pre-loss" as I have disclosed to insurance prior to the loss.  And I have provided documents explaining my cooperation in that effort.  Instead, a Lake City employee yelled at me over the phone to "get this car out of here!" over Toyota's recorded line.  Lake City Toyota's documents are also not explaining why Progressive interfered with my request with Lake City Toyota for a full diagnostic.  None of Lake City Toyota's documents show how they received payment for the diagnostic service - on my vehicle and on my name!  I am making a clear statement again that I did not pay Lake City Toyota.  *****I demand the RECEIPT showing how Progressive signed and paid Lake City Toyota for the "service" on my vehicle!*****  I followed BBB's response to contact Progressive for a response yet Progressive remains non-responsive to my concerns which should alarm any insurance consumer how Progressive really conducts "business".  I still demand Lake City Toyota to clarify my previously stated points.  I have informed with friends, family, my medical team, and the community about this problem and how much of a burden it is for BBB to deal with the way how Progressive and Toyota conducts "business". Over a year has passed yet nothing is resolved.  I remain dissatisfied.

  Customer response

  08/27/2023

  Attached are the 4 OBD2 car diagnostic scan reports that my "home" mechanic performed that were emailed directly to me (current email address BBB has on file).  These independent scan reports do not match up to what Lake City and Progressive agreed upon as "fire damage".  I disclosed that my "air box" "exploded" during the explosion that then resulted in a fire - in other words the "air box" did not burn into pieces - it exploded into tiny parts all over my yard!  Progressive has my words on that recorded statement explaining that.  An explosion is not a fire and vice versa.  Toyota considered "air box" damage as "fire" damage - which is false.  Also, I attached the invoice from AAA ************* finalized when my vehicle was towed from "home" directly to Lake City Toyota.  These documents show what others have witnessed about my vehicle that both Lake City and Progressive are withholding from BBB!  Lake City Toyota's customer service is the lowest rating possible.

  Customer response

  09/05/2023

  ********************* and Toyota completed unauthorized financial transactions on my vehicle that I own free and clear with title in hand (as evidenced by the *******************).  Both companies are WITHHOLDING financial documents amongst other documents about my vehicle which is a VIOLATION OF THE **************** AUTO REPAIR ACT.  I did not authorize any work to be done on my vehicle.  Thank you BBB for clarifying both the positions of ********************* and Toyota.  Both poorly represent themselves as "better" businesses.  Please openly share and further distribute this evidenced-based complaint.

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car (Toyota Prius Hatchback 2018) took it Toyota *************, ******* in April 2022 to fix the cooler. It was fixed. From June 11th to September 21th, 2023 was not able to drive due illness and then I was out of the country from November 13th, 2022 to Feb 20th 2023 out of the country. The car had the same issue on March 19th and I was not able to drive and took back to Toyota on March 21th. I was informed the car had the same issue the cooler and this time it would cost me $15,000 to fix it. First of all if the car was fixed properly I would not have this kind of issue. The car was not even drove that much after it was fixed. They need to fix it with their expense.

  

  Business response

  04/20/2023

  We are Toyota of *******, not Toyota of Lake City.  We have never serviced/fixed Mesfin Deberneh's Prius.  We would appreciate it if you could delete this BBB complaint and file it towards the correct dealership.

  Customer response

  05/17/2023

  Hi there

  This is the supporting document that shows Toyota fixed my car.

  

  Business response

  05/17/2023

  May 17, 2023
  
  Consumer:  ******************************
  Complaint #********
  
  Dear Better Business Bureau,
  
  Mr.  Deberneh has brought in his 2018 Toyota Prius (Vin *****************) four times since 2/17/21.  He has had multiple coolant and check engine lights concerns on his vehicle.  These concerns have all been separate and independent problems with his vehicle. 
  
  Breakdown of Service History:
  
  2/17/21
  125,865 miles on Prius, check engine light on, diagnosis found leaking water pump.  Customer agreed to make the repairs.
  1/7/22
  152,166 miles on Prius, had no heat coming from vents, coolant was low, no active sign of leaks, refilled coolant and suggested that Mr.  Deberneh keep an eye on vehicle.  We refilled coolant at no charge.
  4/19/22
  152,711 miles, Prius retuned to shop with same concerns from no heat from vents.  We determined the source of the coolant leak was from a heat exchanger.  Customer agreed to make repairs.
  
  
  3/29/23
  166,932 miles, Prius was brought in with check engine light & low coolant levels.  Inspected and found codes for misfires and low coolant levels.  We performed diagnostic including borescope of cylinders and found no compression in cylinder, and leak from the head gasket inside the engine.
  
  We gave customer ********** for repair, either replacement of head gasket, or an engine replacement due to the high miles.  Customer didnt do either option.Customer requested that we contact ********************** ************* to see if they would cover the repair, even though the Prius was outside of any type of warranty covered based upon the high miles.  TMC declined any type of coverage on the Prius.
  
  We have given Mr.  Deberneh multiple weeks to decide what he wants to do with his Prius.  The Prius is still parked on our lot and we need him to make some type of decision on how he wants to move forward.  We think at this point, a 3rd option of replacing his Prius with another vehicle with lower miles is in his best interest. 
  
  If you have any questions, and need any additional information, please contact *********************** at **************.
  
  Sincerely,
  
  ***********************
  General Manager
  
  

  Customer response

  05/23/2023

   
  Complaint: 19960395
  
  I am rejecting this response because: 01/7/22  Toyota statement was wrong - I was out of country from December 26th, 2021 to end of March 2022.
  The problem was that the coolant was not fixed properly in April 2022. Due to medical reasons, and with me being out of the country, I havent been able to drive for 8 months in the time frame of April 2022 - March 2023. Due to the coolant not being fixed properly in April 2022, the car still suffers some issues. Because of this, Toyota should be fixing the problem as their cost.
  
  Sincerely,
  *****************************

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in for a MINOR repair. I was given an estimate of $185 and told I'd receive a call once they know how much the repair would cost. When I received that call, I was told "good news - we were able to repair it for the $185 estimate." In my mind, an estimate is an estimate - it might cost more and it might cost less but I'd be told in advance what the cost is. Turns out it cost less - it was a MINOR repair - but Toyota of Lake City charged the full $185. I believe that's dishonest and wrong.

  

  Business response

  11/22/2022

  November 22, 2022

  Dear BBB

   

  The ********* brought car into shop on 4/15/22 with an issue with the hood not opening with hood release handle. Customer was given an initial diagnostic estimate of $175.00 plus tax. While performing diagnostic it was found hood cable had heavy corrosion and was out of adjustment. Tech lubricated, cleaned and adjusted hood cable and performed post repair test and hood was working properly. Customer was charged the $175 plus tax that was initially quoted due to the job being completed.  

   

   I spoke with Mr.  ******* on November 22, 2022 in regards to his service complaint on April 15, 2022.  Mr.  ******* was very kind over the phone and explained his position on the amount of money he was charged based upon the work done.  Toyota of Lake City agreed to send Mr.  ******* $100 in effort to retain his future business.  He graciously accepted offer and said was okay for Toyota of Lake City to respond to your agency with a satisfactory outcome.

   

  If you have any other questions, or request additional information, please contact *********************** at ************.

   

  Best regards,

   

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

  General Manager

• Initial Complaint

  04/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to the Toyota of Lake City on February 22nd, 2022 to pick up my 2022 camry hybrid I just bought. Throughout the hour I was there two associates were helping me, *** and ******** and both were taking and giving back keys at various times to move/ do things with the car. I was originally given two keys for my car when I got to the dealership. When I got home I realized I only had 1 key. I called the dealership a couple weeks later since they must've just not given it to me. I got on the phone with ******* and she told me I need to talk to ***. *** told me he gave me both keys and I must've lost it. Not once have I seen a second key to my car since inside the dealership on February 22nd. and when I told him that he said "best I can do is give you my employee discount on a second key". I want a second key to my car like I was promised and signed for. No one there is willing to help me with this problem unless I pay for it.

  

  Business response

  04/23/2022

  4/23/2022

  April 23, 2022

  April 23, 2022

  Dear BBB,

  We contacted *********************** to let her know that we are going to give her a 2nd key and program the key to her vehicle.  ****** said she was happy with the outcome, and would withdrawal her complaint. 

   

  If you have any questions, or need and additional information, please contact *********************** at ****************.

   

  Best regards 

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

  General Manager

  Customer response

  04/23/2022

   
  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

  03/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  They gave away the license plates that I paid for! And now I'm stuck in a quagmire of administrative hassle trying to get new plates. And they won't even reimburse me for the cost and my time!

  

  Business response

  04/07/2022

  Dear BBB,

   

  I spoke with ********************* on 4/5/2022, we had a very positive conversation.  I apologized to Mr.  *****, and sent him a check to cover his running boards that were installed at time of purchase.  He was very thankful and appreciative for the gesture.  He said he would withdrawal his complaint and continue to do business with our dealership.  

   

  If you need any other information, please feel free to contact *********************** at ************.

   

  Best regards,

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

  General Manager 

• Initial Complaint

  09/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a used 2011 BMW Z4 Convertible from Toyota of Lake City, Seattle WA 98125 at the end of June 2021. I have two issues with the vehicle; 1. The shock absorbers, as installed, do not allow the vehicle to function, in the M4 - as advertised. 2. The hydraulic pump for the convertible top does not function. My mechanic replaced two corroded relays and other electrical corrosion before putting power to the pump - the pump did not function as required. The mechanic said to me, "..there was lots of corrosion around electrical components for the top, but no moisture was evident". Continuing, " You should go to the company that sold you this car and have them fix it."

  

  Business response

  10/21/2021

  We have reached out to *** ******* in regards to his BBB complaint ******** regarding the 2011 BMW Z4 he purchased from us.   We apologized for the inconvenience and issues he was having with the car.  We offered and he accepted a reimbursement from us to help cover some of the cost for the repairs.  Mr. ******* is satisfied with the compensation and agreed to close his case with the BBB and our company.
  
  Thank You,
  
  Todd

  Customer response

  10/23/2021

  
  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. Thanks goes to Todd!
  
  Sincerely,
  
  *** *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩