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:03/14/2025

  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.

  Toyota of Lake City ******** with and disconnected emissions equipment on a 2013 VW Beetle sold and delivered to *** *****, Estero, ** in violation of *** federal emissions laws. Vehicle was purchased on 1-14-2025 with mileage of ******. I was told this vehicle was in extremely good condition with extremely low mileage. Vehicle was delivered to ******, ** on Saturday Feb. 1st, 2025 and would run only in limp mode. Mileage on delivery was ******. I Immediately took the vehicle to ******** auto repair shop on Monday Feb. 3rd for evaluation/diagnosis. ******** idicated hoses were discontinued and numerous emissions violations codes. After 3 repair attempts, within the following 3 week period, ******* was unable to solve the issue as check engine light kept illuminating. On 2/17/2025 I took the ** to the local ** dealership in Ft. *****, **. They were able to restore the emissions system for $4,800. Mileage at time of completed repair, 43,384.Contacted Toyota of Lake City requesting reimbursement. There has been no replay to date.VW serial # *****************

  

  Business Response

  Date: 03/24/2025

  March 24, 2025
  
  Complaint 23065756
  
  Dear Better Business Bureau
  
  Toyota of Lake City sold Mr.  *** ***** a 2013 ********** Beatle Convertible vin number ***************** on January 14, 2025. 
  
  Notes from Repair Order ******:  The 2013 VW, VIN *****************, was brought into the shop on 1/3/25 at ***** miles on RO ****** to perform a used car safety inspection. Our technician performed the safety inspection along with an oil change and found no mechanical issues with the vehicle at that time other than a burned-out marker light bulb, which was changed. The car had no safety issues and no malfunction indicator lights on. At no point during the inspection, oil change, bulb replacement or road test did the technician or anyone at Toyota of Lake City do anything to affect the performance of the exhaust system in any way. No emissions codes or issues were ever present during the time we had the vehicle and no one in our shop modified, changed, or tampered with any emissions or exhaust system on the vehicle. The car left our service shop at ***** miles after the road test. Once done with the safety inspections the car went to our detail department where a used car detail was performed, no problems noted during the detail and nothing on any of the cars systems was tampered with during the cleaning of the vehicle.
  
  Mr.  ***** signed two documents that states that the vehicle he purchased is sold as is. 
  Disclosure located on Vehicles Buyers order: UNLESS SELLER FURNISHES BUYER WITH A SEPARATE WRITTEN WARRANTY MADE BY SELLER ON ITS OWN BEHALF OR BUYER PURCHASES AN EXTENDED SERVICE WARRANTY FROM SELLER WITHIN 90 DAYS OF PURCHASING THE VEHICLE, SELLER HEREBY DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE ON ALL GOODS AND SERVICES SOLD BY SELLER. A SEPARATE AS IS SELLER WARRANTY DISCLAIMER IS INCLUDED AS PART OF THIS TRANSACTION AND IS INCORPORATED HEREIN BY THIS REFERENCE.
  Buyers Guide:  As Is  No Dealer Warranty.   THE DEALER DOES NOT PROVIDE A WARRANTY FOR ANY REPAIRS AFTER SALE.
  Mr.  ***** called Toyota of lake City stating that after he took delivery of his vehicle from the transport company, he said the vehicle was not driving properly.  We stated to Mr.  ***** that before his transport company picked up his vehicle, it was operating correctly and had no issues. Toyota of Lake City explained to Mr. ***** that all used vehicles as sold as it, however we sent Mr.  ***** a check for $1000 as one-time goodwill gesture to help him out with any repairs.  Mr.  ***** accepted the gesture and cashed the check that was sent to him (US Bank-check #*****).
  
  I have enclosed documents that support items 1 & 2 above that state the vehicle is sold as is and there is no Dealer Warranty.  If we can be of any further assistance, or if you need any additional information, please reach out to ***** ****** at **************.
  
  Sincerely,
  
  ***** ******
  General Manager

  Customer Answer

  Date: 04/07/2025

  In response to the complaint response by Toyota of Lake City.

  Their response is quite inaccurate in many respects and now includes forged documents.                                                                                                                    Here is accurate information and timeline.

  -       Yes, they performed initial inspection, oil change, and detail 1/4/25 1/14/25

  -       Vehicle was picked up on 1/24/25 for delivery to ******, ***                                                                                                                                                                       -      Mileage @ ****** as it left Toyota of Lake City

  -       Vehicle was delivered to ******, ** on Saturday Feb. 1.  Vehicle spit and sputtered from the transport trailer to my home, a distance of approx. mile and displayed multiple dashboard check engine warning lights. Mileage was ******

  -       Yes, I immediately called Toyota of Lake City indicating the vehicle was not running correctly.       Mileage was ******. A total distance of 1 mile from when the vehicle was picked up in ********                                                                                                                                                                                                    -By any stretch of imagination there is not any way during this one mile journey could hoses become disconnected and numerous emissions code violations and warning lights suddenly occur.  

  There is no question in my mind Toyota of Lake City tampered with the hoses and emissions system in order to get the vehicle sold and loaded being sent to me in ******, *** 

  -       On Monday 2/3/25 I took the vehicle to Eurotech who advertised they were experienced with VW and emissions/exhaust systems.

  o   Their diagnosis indicated numerous emissions codes and disconnected hoses.

  -       I requested reimbursement from Toyota of Lake City in order to restore the emissions systems and reconnect hoses/hoses.

  o   Yes, I received a check from them for $1,000 for restoration of the emissions system. 

  o   Yes, I cashed their reimbursement for restorations as there was not any clause or claim to indicate this was a goodwill gesture nor any other limitations or assumptions upon cashing their check.

  o   ******** was able to reconnect the hoses however they were unable to restore the emissions system after 3 follow up appointments within the following 2 week period.                                                       

  - Invoices from ******** have been provided previously.

   

  -       On 2/17/25 I took the vehicle to a local ** dealer in Ft. *****, ***  They also diagnosed multiple emissions code violations and restored the emissions system on a single appointment for $4,800+  

   

  -       Kamel Mizghiche, used car manager of Toyota of Lake City, is now providing a forged copy of the Buyers Guide and the As is form indicating no dealer warranty, to the BBB.

  According to the *** the As is form DOES NOT APPLY nor relieve them of *** Federal Emissions Standards. (For reference to my initial claim, I included copies and information regarding *** standards and violation results by others.) 

  -       This Buyers order and the As is form was NOT part of the original documents for signature I received on 1/17/25.  I have a complete copy of the 17 documents sent to me for my initials and signature.                                          

  The Buyers Order and the As is document was not part of their original 17 page package.                           

  I completed their document package and returned to them 1/17/25.

  -       Now Toyota of Lake City submits a Buyers Order and As is documents.  Please note, these are NOT the original documents signed by me on 1/17/25.  Please look carefully at my signature and initials as they are all identical writing/script and not even as ****** *****. Looks to me like a copy and paste of a forged signature. I sign and initial my signature as ****** ***** and initial as RB which do not match their forged documents.  

   

  For reference, I have also included below their original 17 page packet for signing that I signed and returned to them for your comparison and review.

• Initial Complaint

  Date:12/12/2024

  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 got my first car from Toyota ********* in 2018, and unfortunately, I havent had a single positive experience with them since. My trust in this dealership is non-existent.When my first lease ended, I decided to lease the same car model but a newer year. To my shock, they put four old tires from my previous car on my brand-new lease. They even wiped and waxed the tires to make them look new. Six months later, during my first check-up, I was informed that all the tires needed to be replaced. Thats when I realized the tires were reused from my old car.When I confronted the dealership, they tried to charge me $1,500 for new tires. I refused, and eventually, they agreed to provide new tires only if I gave them a 5-star review. This seems to be how they accumulate their positive ratings, which is incredibly dishonest.Recently, I traded my lease car and canceled the warranty. The warranty company submitted a refund request to Toyota ********* over a month ago( on November 5th), but I still havent received my refund. Despite leaving voicemails, following up at the front desk and left my phone number and full name, and calling multiple times, Ive had zero updates or responses.This dealership has consistently shown a lack of professionalism and integrity. Based on my repeated bad experiences, I cannot recommend Toyota *********. Be aware and look elsewhere.

• Initial Complaint

  Date:04/09/2024

  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.

  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

  Date: 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

  Date: 05/13/2024

  The two attachments

• Initial Complaint

  Date:09/05/2023

  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.

  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 Answer

  Date: 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

  Date:06/25/2023

  Type:Customer Service 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.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date:04/20/2023

  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.

  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

  Date: 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 Answer

  Date: 05/17/2023

  Hi there

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

  

  Business Response

  Date: 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 Answer

  Date: 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

  Date:11/09/2022

  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 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

  Date: 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