BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Arlington Toyota Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Arlington Toyota Inc include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 12 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||7|
|Total Closed Complaints||12|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||3|
Type of Entity
Business ManagementKelly Jester, Sales Manager
Auto Dealers - New Cars Auto Dealers - Used Cars
Alternate Business NamesArlington Scion Arlington Toyota & Scion Eyrie Brooks Co.
Industry TipsUSED CAR SALES
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Additional Phone Numbers
- (904) 224-4000(Phone)
Additional Email Addresses
- - eQuote
Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
Complaint: On August 10, 2013, my wife purchased a 2009 Mercedes Benz C300 from Arlington Toyota. The initial contract included the purchase of an extended warranty (Silver coverage) for 3 years or 36,000 miles. Due to issues with financing, a second contract was initiated, again issues with financing, a third contract was initiated including myself as a co-signer. We received a call from the finance representative (we best recall his name being ********) stating that he worked a much better deal, it contained a much lower finance rate and an upgrade on the extended warranty to Platinum coverage, however it was reduced to 2 years or 24,000 miles. Needless to say, we accepted the deal, signed the new contract and all associated paperwork. During the first week of December, we experienced problems with the car, the wiper reservoir motor required replacement and the tire pressure monitor sensors are faulted. I call the extended warranty company to verify that these items were covered and was informed that they were not, because we had Silver coverage, if we had Platinum, they would be. I told the customer service representative we indeed had Platinum coverage, my in-hand contract indicated this. They instructed me to contact Arlington Toyota to assist with correcting the matter. I contacted Arlington Toyota, took the contract, the extended warranty (clearly marked Platinum coverage) and all other associated documents for their review. I spoke with two finance representatives,(the latter I recall his name as Ryan) the results was that the finance representative who handled our sale made a mistake on the contract, and they would not uphold the contract. I expressed my concern and asked that they make a good faith effort to resolve the matter, nothing was offered.
Desired Settlement: We want Arlington Toyota to uphold the contract we agreed upon and signed. We look forward to resolving this matter, negotiation to resolve is an option.
We regret Mr. *****r's dissatisfaction with Arlington Toyota. After investigating the complaint we have learned that the only Service Contract that is available on a 2009 Mercedes-Benz C-Class with 70,721 mile is a 2 year/24,000 mile Silver Service Contract. Arlington Toyota made an error in coverage and did charge the correct amount for the Silver Coverage. These charges are regulated by the State of Florida. There was no intent to misrepresent the contract. Arlington Toyota will reimburse the full amount of the charge for the Service Contract due to the error. We will mail the proceeds to the lender upon Mr. *****r's acknowledgement in writing to cancel. We apologize for any inconvenience this error has caused.
Consumer Response: Ms. ****, Thank you for your assistance in this matter. Please forward this reply to Mr. **** *****/Arlington Toyota: Mr. *****/Arlington Toyota Team, Thank you for conducting your investigation and your admission of error. HONESTY in business, along with ETHICS is what we thought may have led you to uphold your mission statement; WE ARE COMMITTED TO PROVIDING OUR CUSTOMERS WITH THE FINEST SERVICE AVAILABLE. WE WILL TREAT OUR CUSTOMERS WITH THE UTMOST RESPECT; DEALING FAILY WITH THEM AT ALL TIMES AND RECOGNIZING THE IMPORTANCE OF DELIVERING PRODUCTS AND SERVICES THAT FIT THEIR NEEDS. WE ARE TRULY COMMITTED TO GIVING OUR CUSTOMERS VALUE, QUALITY AND SATISFACTION, AND IN RETURN, RETAIN A PROFIT THAT IS FAIR. We walked out of your dealership and drove away in a vehicle we thought had "Platinum Warranty" coverage, to later discover we did not have; need to add, our second vehicle purchased from your business in less than a six month period. We expected at minimum a "Good Faith" offer to assist with the repair, this is our issue, not dissatisfaction with Arlington Toyota. We have no desire to cancel the "Silver Warranty" contract. ***** *****r
I thought the repair had been made to the Mercedes. I will need the repair to see what would be covered under the Platnium Service Cotract. I will submit to the Service Contract Company for their review and advise me what is covered. Once we receive the confirmation from the Service Contract Company what is covered we will pay the claim minus any deductibles or non covered repair.
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.
BBB's Final Determination: Consumer accepted resolution offered by the business.
|1/8/2014||Problems with Product/Service|
Read Complaint Details
Complaint: I purchased my 2007 ***** SC 430 from Arlington Toyota, 10939 Atlantic Blvd Jacksonville, FL 32225, ###-###-#### on August 10, 2013 for a total price after trades, money down and extended warranty of $26211.35. This dealership was proud that this was Toyota Gold Certified.The Carfax provided to me by Arlington Toyota at the time of purchase stated that the car was serviced at ***** of Jacksonville. Its first oil change which was supposed to be at 5000 miles. On Friday Oct. 18, 2013, I took the car to ***** of Jacksonville at 4000 miles just too make sure all was well before we left on a 2600 mile trip. At this time they were to perform the 45,000 service.I was very disappointed when contacted by ***** *********, the ***** Certified Master Service Consultant assigned to me, that the car needed to have the drive belt, timing belt, Front Pads, Rear Rotors and pads replaced.He stated that the belts were due to cracking from the age of the vehicle not due to mileage. The total price for that was $528.79. We did have this service done and paid for it ourselves due to the fact this motor is a valve inference motor.As for the front brake pads, rear rotors and pads, I told Jomar that I need to call ******* ***** the General Sales Manager for Arlington Toyota to discuss these issue with him since this car was just Toyota Gold certified 4000 miles ago. The total cost for these items totaled another $776.00.My husband called and spoke to ******* ***** twice. I did not call because I hate dealing with sales and service managers as a woman. The first call my husband made to ******* was to inform him the car was at ***** of Jacksonville and explained the issues that were found. ******* told my husband to have Jomar call him on his cell and then he (*******) would call us back after he spoke to Jomar. Jomar called us back about 1:00 PM to let us know that he had spoken with ******* and that ******* indicated he would be contacting us.After not hearing back from *******, my husband called him again about 4:30pm. ******* point blank stated that Arlington Toyota would not pay for any of the brake service. ******* offered no help at all but made plenty of excuses. ******* was very unprofessional and I am sure he not an example of what Toyota would like to portrait. It is very sad that I have to file this complaint for a $28,000.00 car that was Toyota Gold Certified 4000 miles ago by Arlington Toyota. My cost for their Toyota Gold Certified car to this point is $528.79 with another $776.00 on the next service for the front brake pads, rear rotors and pads.I will settle this complaint simply by Arlington Toyota standing behind their car that they GOLD CERTIFIED by paying for the unexpected cost of $776.00. I want them to pay ***** of Jacksonville for the front brake pads, rear rotors and pads cost that was determined by ***** of Jacksonville. I am sure dealer to dealer would cost them even less.
Desired Settlement: I will settle this complaint simply by Arlington Toyota standing behind their car that they GOLD CERTIFIED by paying for the unexpected cost of $776.00. I want them to pay ***** of Jacksonville for the front brake pads, rear rotors and pads cost that was determined by ***** of Jacksonville.
I am in receipt of the complaint from Ms. ****************. I spoke with my service manager, Russell Graff regarding the statements from our customer. Arlington Toyota did Gold Check the vehicle. According to the standards set forth by Gold Check all of the inspected items were in compliance with the standards set forth by Fidelity Warranty Sevices, Inc. Arlington Toyota must comply with the Inspection Check Sheet in order to maintain good standing with Fidelity Warranty Services, Inc. Arlington Toyota does not set the standards on the Inspection Check Sheet. Also, the scheduled maintenance log from ***** states that the replacement of the timing belt is due at 108 months or 90,000 miles. In summary, if Ms. Larmon-Fotzgeral wanted to do preventative maintenace on her vehicle she should have contacted Arlington Toyota before spending the additional money at Lexus. We do regret her disatisfaction but do appreciate her business.
I apologize for the misunderstanding. The brakes were also within the parameters required by the Gold Check Service Agreement. If there was an issue the vehicle should have been returned to us for inspection. The brakes were inspected and did meet standards. I will be happy to send you the inspection. According to our records the repiars were not required. Ms. **************** is welcome to contact Gold Check Vehicle Service Agreement for assistance in this matter. Arlington Toyota believes we sold Ms. **************** a very nice vehicle and regret her dissatisfaction.
Complaint: ******* I am rejecting this response because: They have not addressed the problem. You can close this as unsatisfactory. I have directly contacted Customer Service with the Toyota Corporation since this dealership is not upholding the Toyota standards. Regards, ***** ****************
I am rejecting this response because: They have not addressed the problem. You can close this as unsatisfactory. I have directly contacted Customer Service with the Toyota Corporation since this dealership is not upholding the Toyota standards.
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.
|9/12/2012||Problems with Product/Service|
|6/15/2012||Problems with Product/Service|
|3/27/2012||Problems with Product/Service|
|9/13/2011||Problems with Product/Service|
|5/31/2011||Problems with Product/Service|