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:03/04/2025

  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.

  I purchased a Rav4 from this dealership and on the day of the purchase had a very unpleasant interaction with ***** who was very disrespectful, arrogant and treated me and my family indifferent with great disrespect. I was able to work with someone else and we were able to make a deal on the car, and was written a 'we owe' for tint and had to revisit, a few days later i left a bad review detailing my experience with ***** and the dealership and ever since ***** and **** kept harassing me and my family with nasty phone calls and threats.i took my vehicle in to get the tint done and it was done incorrectly nothing was done the way i asked for it and it was brought to the service **** attention who told me to take it back last week to be corrected, i took time off of work to take the vehicle there only to be told that they didn't schedule me for tint and the tint guy is not there and i needed to brin git back. I took my vehicle in today and the dealership does not want to correct the tint or honor the 'we owe' even though the tint is installed incorrectly, **** from sales got involved and was set not do anything about the tint and me and my family must leave the dealership or he will call the cops and have us trespassed because of our color/race while my vehicle was in the back getting a damaged tire changed.

  

  Business Response

  Date: 03/06/2025

   Today I have spoken with ************ and we have resolved the misunderstanding and he has accepted Clearwater Toyota apologies. He has also been informed that he and his family are always welcome here for Sales and Service needs of his families vehicles .

  Thank You

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

  Clearwater Toyota

  Customer Relations Manager

  ************ 

  Customer Answer

  Date: 03/13/2025

   
  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:01/13/2025

  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 saw a add online ( can provide it if need it) from the dealer for a 2022 Toyota tundra for $30,999. I visited Clearwater Toyota and when one of the salesmen approached me I asked for the use Tundra inventory. The salesman look on their computer and show me the same add I saw online. Salesman proceeded to grab the Tundra but told me that the price was wrong and that the asking price was $44,000. I ask to talk to the sale Manager (****) and he told me that they will not honor that price because it was a mistake.

  

  Business Response

  Date: 01/14/2025

   

  BBB of ****************

  I have reviewed Mr. ******* request for dealership to sell him a vehicle that was not priced correctly and we are not able to honor his request to provide him that vehicle at the pricing he has requested 

  We apologize for any confusion with our website 

   

  We have taken reasonable efforts to ensure display of accurate data; however, the information shown may contain errors and omissions,may not reflect all vehicle items and accessories, and errors with regard to pricing may occur. All displayed inventory is subject to prior sale and all prices expire at midnight on the date displayed. Price shown is for the state in which Dealer is physically located and if transferred to another state, the price may change. Dealer is not responsible for any errors but should be consulted in person to confirm the information on this page.
  USED VEHICLES MAY BE SUBJECT TO UNREPAIRED MANUFACTURER RECALLS. PLEASE CONTACT THE MANUFACTURER OR A DEALER FOR THAT LINE MAKE FOR RECALL ASSISTANCE/QUESTIONS OR CHECK THE ********************************************** WEBSITE FOR CURRENT RECALL INFORMATION BEFORE PURCHASING.
  Price excludes tax, tag, other governmental fees, dealer installed options and predelivery service fee of $999. College grad and military rebates are not include

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

  Clearwater Toyota Customer Relations Manager

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

• Initial Complaint

  Date:01/03/2025

  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.

  On 12/22/24 I took my 2024 Toyota **************** in for scheduled ****** mile maintenance. The required service was to rotate tires and perform multi-point inspection and top off fluid levels. *********** started at 8:38 am and was completed at 9:55 am. While driving home from the dealership, noticed an odor in and around my vehicle. Upon arriving home, looked under the hood and discovered that the oil dip stick was not pushed all the way down. We promptly pushed it down. Continued to drive the car and the smell became stronger and smoke started pouring into my car from the ** vents as well as all around my car. I drove it back to the dealership at 1:00 pm and parked the car outside the service area due to the smoke pouring out of it. The service consultant opened the hood and advised that the oil cap was missing and that oil had sprayed all over my engine. Service Consultant advised the they would take vehicle and have the engine steam cleaned and checked for any damage. I asked to speak with the Service Manager and was informed that they were reaching out to him. After about 90 minutes, the car was presented back to me with oil still visibly on the engine parts and burnt oil smell on the inside. I was told that they performed a "partial ** refresh". At this point the Service Manager appeared, he offered no real apology nor did he offer any type of explanation as to how this could have happened. Car was taken back again for engine clean and a complete ** refresh. At 3:45 pm, I left the dealership. The car still had oil around the engine and underbody. The burning oil smell was still coming from the engine area and my car no longer had the "new" car smell.

  

  Business Response

  Date: 01/09/2025

  Thursday,January 09, 2025
  
  Better business Bureau of ******************************
  Post Office Box 7950
  Clearwater, *******;  33758-7950
  
  Reference:     Case # ******** ***** ********
  
  
  
  Dear Ms. **************** am in receipt of recent correspondence related to the claim referenced above,Case # ********.  I have reviewed *********** experience with this facility. The Dealership did reach out in an attempt to satisfy Ms ******** and sadly we were not successful.  ******* the interviews with the associates it was determined that the Service Advisor and the Director immediately apologized and they themselves tried to resolve her request for compensation. The guest has declined to participate any further. Please close Case # ********
  
  
  
  
  
  Sincerely,
  
  Clearwater Toyota/Scion
  
  
  Mr. ******* J *****
  Customer Relations Manager
  ************
  
  
  

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22759210
  
  I am rejecting this response because: although it is true that the Service Advisor immediately apologized, the Service Manager did not.  The Service Manager was not apologetic and was quite rude.  I did speak with the Service Advisor about compensation, prior to me speaking with the Service Manager, and the Service Advisor advised that he would try to find something that they could provide me. At the time of speaking with the Service Manager prior to leaving the shop, I asked about compensation, he stated, "I have nothing to offer you" and stated that the Service Advisor and I spoke and  that they would have provided me with a free oil change or a car detail, but since I did not live in ******* and would be returning to home within the next couple of days, they have nothing to offer me.  At that time, I asked about a **** gift card and was told that was not an option.  Oil Changes are free for the first two years so that would not have even been an offer.  As far as car detailing, I had to send my car back again for the engine clean after they had already "steamed cleaned it" and it still had oil in and around it.  Why would I trust them to do a good job on detailing?

  When speaking with the dealership as the result of filing this BBB complaint, their offer was not consistent with someone who has spent over six hours of their own personal time and money, to resolve the issues with my car because of their negligence.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 01/28/2025

  
  
  Better business Bureau of ******************************
  Post Office Box 7950
  Clearwater, FL   33758-7950
  
  Reference:     Case # ******** ***** ********
  
  
  
  Dear Ms. ********** style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
  I am in receipt of recent correspondence related to the claim referenced above, Case # ********.  I have reviewed *********** experience with this facility. The Dealership did reach out in an attempt to satisfy Ms ******** and sadly we were not successful.  During the interviews with the associates it was determined that the Service Advisor and the Director immediately apologized and they themselves tried to resolve her request for compensation. The guest has declined to participate any further. Please close Case # ********. The dealership has made a respectful offer for the difficulties she experienced and the guest declined the **** Gift Card. The guest may contact me directly to accept our apology and **** gift card 
  
  
  
  
  
  Sincerely,
  
  Clearwater Toyota/Scion
  
  
  Mr. ******* J *****
  Customer Relations Manager
  ************

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22759210
  
  I am rejecting this response because: As stated previously in my correspondence, when I initially spoke with the Service Manager, he advised that he had nothing to offer me for my time and frustration that the dealership's negligence caused me.  The Customer Relations Manager did reach out to me only after I filed this complaint with the BBB.  Upon my initial conversation with the Customer Relations Manager, he asked what I was looking for as far as compensation and I stated that at that time I was not prepared to suggest a specific dollar amount.  At the end of the conversation, we agreed that I would think about what the appropriate compensation I was seeking and we agreed to a follow up conversation.  Upon reaching back to the dealership to follow up to our earlier conversation, I was advised by the Customer Relations Manager that they were prepared to offer me a $100 **** Gift Card and there would not be any discussions regarding any other compensation outside of their offer. That was all they had to offer.  They did not want to hear what I was seeking because of their negligence.  It is true that I declined their offer based on the fact that my time spent at the dealership on December 22, 2024 as well as time and money spent cleaning my vehicle after leaving the dealership, as well as having a vehicle that to this day still has a burnt oil smell around the engine, is worth more than what they offered. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:12/18/2024

  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.

  On 12/13/2024 I had routine maintenance completed on my 2018 Toyota 4Runner at this location. I was assisted by Service Consultant ****** Major-******. I paid a total of $1,401.29 for the services rendered which are as follows: replacement of front and rear brake pads and installation of a new cabin air filter. Within minutes of leaving the car dealership, my **** sensor activated and has remained on since the date of service. At my earliest convenience on todays date (12/18/2024) I went to a ***** location (the nearest mechanic to my residence) in order to have them check my tires and try to clear the **** sensor. During the course of this service, I was advised that the sensor on one of the **** units was broken clean off of the stem and duct taped to the wheel, which was causing the **** error. I had to purchase a new **** sensor as a result. On the date of the original service at Clearwater Toyota, I was advised by ****** that the technicians servicing my vehicle broke two of my hub caps using a crowbar in an attempt to remove them. On my vehicle inspection report it clearly states my **** Reset was Ok, and no mention of the damage to my vehicle was ever made, aside from the damaged hub caps. Additionally, the rear brakes which were serviced within the last week by Clearwater Toyota are already squeaking once again. I will not consider this matter resolved until I receive a full refund for my service ($1,401.29), the $123.03 that I had to pay at ***** for them to correct Toyotas mistakes, receipt of the two new hub caps which ****** advised were purchased and would be mailed to my residence, and I would like to see accountability in the form of reprimand, if not termination, of all employees involved in the extremely dishonest attempt at concealing damage to my vehicle. The concealment of damage to my **** sensor(s) has cost me unnecessary financial loss, loss of time, and stress.

  

  Business Response

  Date: 12/19/2024

  Thursday,December 19, 2024
  
  Better business Bureau of ******************************
  Post Office Box 7950
  Clearwater, *******;  33758-7950
  
  Reference:     Case # ********
  
   Ms. ****** ******,
  
  I am in receipt of recent correspondence related to the claim referenced above, Case # ********  I have investigated Mr. ******** recent service visit and have reviewed security footage and at no time did the technician have access to the **** sensor that was taped on the inside of the tire. We did inform Mr. ******* that his hub caps were damage and today 12/19/24 Mr. ******* will visit clearwater Toyota so we can install the 2 damaged hub caps free of charge   
  
  
  Sincerely,
  Mr.******* J *****
  Customer Relations Manager
  **********************
  
  ************

• Initial Complaint

  Date:09/17/2024

  Type:Order 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.

  We had the same problem at two Toyotas about them putting down false income way different then we had written down and one of the Toyotas had us sign two papers for two different interest rates and gave the higher one and they also let us drive the car off the lot without the bank that was financing us having any proof of income. The bank that we had a lower interest rate for they had us sign all of the paperwork for it and told us that we were able to and then in the end they said my proof of income was not approved. They let us get the car on my credit score but on my father's income, but my name is first on the paperwork. The only thing we would really like to do is return the car because the interest rate is too high.

  

  Business Response

  Date: 09/18/2024

  Wednesday,September 18, 2024
  
  Better business Bureau of ******************************
  Post Office Box 7950
  Clearwater, *******;  33758-7950
  
  Reference:     Case # ********
  
   Ms. ****** ******,
  
  I am in receipt of recent correspondence related to the claim referenced above, Case # ********.  I have reviewed ********* ******** request for Clearwater Toyota to take back the 2024 Toyota Crown VIN #***************** purchased August *******   
  
   All contracts signed by your family were executed appropriately and we are not able to take the vehicle back. The vehicle is now considered a Pre-Owed vehicle and we can not place it back into new car inventory. We do apologize that your request to return the vehicle cant be honored
  
  Sincerely,
  Mr.******* J *****
  Customer Relations Manager
  **********************
  
  ************

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22295104
  
  I am rejecting this response because:
  they put a higher income for me and my father then we wrote down on our credit applications. They told us suncoast was going to be our financing bank instead of santander and we signed paperwork for them and everything and in the end they gave us a higher interest rate and a higher payment. I do not have the income to be able to pay for that payment and interest rate. Thank you.
  Sincerely,
  
  ********* ********

  

  Business Response

  Date: 09/28/2024

  Wednesday, September 18, 2024
  
  Better business Bureau of ******************
  Post Office Box 7950
  Clearwater, FL   33758-7950
  
  Reference:     Case # ********
  
   Ms. ****** ******,
  
  I am in receipt of the recent correspondence related to the claim referenced above, Case # ********.  I have reviewed ********* ******** request for Clearwater Toyota to take back the 2024 Toyota Crown VIN # ***************** purchased August 12,2024   

  The dealership has again reviewed all documents they provided to us, and everything is in order. Thank You for your assistance in giving us the opportunity to respond to the guest request which we cannot   No further correspondence will be conducted via the BBB

   

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

  Clearwater Toyota

  Customer Relations Manager 

   

   

   

   

• Initial Complaint

  Date:07/10/2024

  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 brought my 2024 Toyota Camry that has less than 3000 miles. It have troubles starting and suddenly it did not star anymore. I called to the agency in ***** where I bought it. They told me still under manufacturing warranty i could take it to any Toyota authorized concessionary. I took it to the closest where I was staying in ******* (Clearwater). They took 10 days to provide me any feedback. AFter so many calls without returning answers, day 11 I got a phone call from the service department telling me that the diagnostic was the computer and other "small electrical" items not covered by the manufacturer warranty, and they issue a estimate of >3000 dollars. They "kindly" offer financing this amount. Due to the poor customer service experience I decided to take to another place where they found no issue with the computer and no issue with "small electrical items". Instead they found a poor combustible blend and a gas filter clogged. I am so disappointed that a reputable company with Toyota endorsement will try to pull a potential fraud on me. I have tried to contact the manager to discuss about it. I discussed already this issue with the sales manger and he promised to call me back last week. A week later no response. I called back and I was transferred to the "Director" but nobody answered and I left a voice mail with an explanations an a request for a call ****. No response so far.

  

  Business Response

  Date: 07/10/2024

  I spoke with **************** after he left me a message on 7/9/24 (the only message that i have received from this guest). He was asking for information on a vehicle that he stated was his. I asked him to verify the information on the acct. He gave me 2 different names and neither of them matched the repair order, i asked him what phone number was listed and he stated that he didn't know and that his nephew was the person that brought the vehicle in. That name also didn't match any information on the repair order. I explained to him that without that i couldn't give out any of the information other than what we had found wrong with the vehicle. **************** then tried to tell me that we were committing fraud due to our findings. I tried to explain to **************** that we followed all test plans and also reached out to Toyota. We had pulled a gas sample, and it was at 10% ethanol and passed the test. I explained to him that after several hours of diagnosis we found that it was a bad computer due to outside influence, and our FTS (Field Tech Specialist) agreed that it was the computer. Due to the burn marks on the battery and the positive terminal it has shorted out the **** **************** also informed me that the vehicle has still not been repaired and wanted to know what we were going to do about it. I informed him that i would have the sales manager reach back out to him.  

• Initial Complaint

  Date:11/09/2023

  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.

  After many repeat visits to the dealership, and Private Body Shop directed to by dealership, our RAV4 Platinum original factory-applied Blizzard ***** or Super White paint continues to repeatedly has paint popping off. Toyota refuses to permanently solve this problem resulting in involuntarily consuming our time in huge chunks. The dealership refuses to remedy it conclusively by spot painting the pop off area. Just recently, more paint popped off resulting in repeated trips to the dealer and Body Shop they again directed us to. Attached is a copy of our original complaint letter spelling out our experiences we have had to endure. Now, another episode has us being dragged back and forth and the only dealership have been as follows:we have no record of any previous corrective painting issues.it can very well be six months or more before we can address the current paint issues.In addition, the body shop location originally sent to by the dealership has changed ownership an unknown number of times after doing paint remedies several times on our car.Repeatedly having to painfully exhausting adversarial posturing by the dealership has wasted our time. We lost use of our car for numerous of days each episode. National Toyota and the dealership have generated stress and anxiety resulting from their negligence and obvious display of extreme rudeness, delay tactics, and failure to fix this factory originating paint issues.We have reached the end of our endurance. At our age, late seventies, we demand a permanent resolution by returning 100% of our car`s purchase price or a replacement 2023 identical model. This mess has become unbearable for us. We pray that our stress and anxiety, past and present, will never again be part of our life.

  

  Business Response

  Date: 11/09/2023

  Guest has been advised rental vehicle reserved and will be picking up rental on 11/9/23 @ 3:00pm . Affected area will be painted      

  Thank You

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

  Clearwater Toyota 

  Customer Relations Manager 

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

  Customer Answer

  Date: 11/11/2023

   
  Complaint: 20843235
  
  I am rejecting this response because: "Spot painting" and more than three years of incomplete repairs, delays, many visits, have yet to fix it and stop us from driving a car that looks like a junk heap is NOT even a little satisfactory. Spot Painting several times in more than three years has not worked and they have never show evidence that they have the ability to do so! Written communication addressing ALL problems will be mailed this coming Monday!
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/14/2023

  Guest has been informed we have received approval to paint entire Hood. Only areas that are currently peeling can be addressed   They have not shown up to give us the opportunity to paint hood. Please close this complaint  

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20843235
  
  I am rejecting this response because: We did NOT reject the verbal telephone offer from ************************* the Customer Relations Manager at **********************. We informed ************* that Toyota's past practice of partially painting only one car part several times during the past three years has NOT prevented more and more paint peeling off in the future just like its been doing for three years or more! WE informed him that we were mailing a detailed written complaint accompanied with supporting documents to a number of different parties who may be able to stop the dealer`s harassing service posturing highlighted by ultimatumes and rude verbal communication. Toyota Motor North ************* and the General Manager Clearwater Toyota are included among others receiving our written complaint and enclosed documents mailed via the **** on 11/13/2023. 
  *********************

• Initial Complaint

  Date:12/08/2022

  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 just bought a new 2023 Toyota Camry. After the sale I was told I would get only one key Fob and that the second key Fob would be mailed to me when available in a month. I was advised that the Fob shortage is a problem with Toyota and not the dealership. After search's on the internet, it appears this has been a problem with Toyota for months. I received no assurance from the dealership that I would receive the second Fob in a month. The Fob cannot be duplicated since they are not available and the car cannot be started without this Fob. If your one key Fob is lost or stolen, THE *** CANNOT BE STARTED until Toyota decides to provide you with another FOB. I realize that this is an issue with Toyota and not the dealership, but the dealership should advised consumers of this before the purchase and not after. This has already been an issue since we misplaced the one Fob we were sharing which made our new car unusable. We only have the one car and this has placed much stress on my family. This is our 5th Toyota in the past 10 years and we have been loyal to the Toyota brand. Apparently, the Toyota **************** has chosen to sell 200 cars with one key Fob rather than 100 cars with 2 key Fob's. This situation is corporate greed with total disregard for their loyal ******************************** Headquarters in *****, ***** agreed that they are still making and selling cars with the key fob yet they refuse to send me one for the car I have already purchased. I am 76 years old with only one car that I need for medical care. If the one Fob I have malfunctions, stolen or lost I cannot drive my car and Toyota refuses to send another Fob which they have and are installing in new cars.

  

  Business Response

  Date: 01/10/2023

  Customers key was ordered and arrived, we scheduled guest in for the 20th and had his new key cut and programmed to his vehicle. I have attached ****** #****** to show that the services were performed. Please let me know if further action is required.

   

  RFA

  Customer Answer

  Date: 01/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************