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:04/18/2025

  Type:Product 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.

  When I purchased my Toyota I also purchased the many warranties. After not being able to use them, I decided to cancel them. *********** sent checks for the refunds to my previous finance company which forwarded them to me at an incorrect address. 2 of the 4 checks were returned to the finance company and forwarded to me. The other 2 are missing totaling about $900. Ive tried to call their finance department, refund department and area that issued the checks but I keep getting the run around. No one seems to know how to have these 2 checks voided and reissued to me.

  Business Response

  Date: 04/28/2025

  Thank you for bringing this concern to our attention. A member of the ***************************** is in communication with the customer. We are currently awaiting an update from our *********************** which will be relayed to the customer. 

  Thank you. 

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23221341
  
  I am rejecting this response because:
  It is a start but they have not satisfied the issue.
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/21/2025

  The customer has been contacted by a member of the ***************************** with an update regarding their cancellation. 

  Thank you. 

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23221341
  
  I am rejecting this response because:
  I was contacted by a team member, which I provided the requested information. To this date I have not had a response back and I still have not received the checks owed to me.
  Sincerely,
  
  ****** *****

  Business Response

  Date: 06/03/2025

  We sincerely apologize for the delay in communication. An update was provided by our *********************** stating that they were unable to stop and reissue the customer's **************** and Cosmetic Wheel checks before they were cashed, so they will need to call them directly to be issued the refund amounts. However, they were able to stop the Tire and Wheel Protection and Dent protection checks, which were reissued to the customer to the corrected address provided to us. Please allow 7-10 business days to receive the reissued checks. The customer's cancellation is now complete. 

  Thank you. 

  Customer Answer

  Date: 06/03/2025

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

• Initial Complaint

  Date:12/24/2024

  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.

  Subject: Defective Vehicle Purchased from AutoNation Toyota Weston Dear BBB,I am filing a complaint regarding a vehicle I purchased from AutoNation Toyota Weston on September 28, 2024, financed for $18,532.74 with a $2,000.00 down ********** purchase, AutoNation committed to providing me with a fully functional, defect-free vehicle. However, shortly after, the check engine light illuminated, and I experienced sluggish acceleration, hesitation when starting, and deceleration on the highway. The vehicle was diagnosed with a P-1326 engine code, indicating serious engine problems, including a potential engine replacement.This model was part of a class action lawsuit settled in September 2022 for similar engine issues. AutoNation Toyota Weston should have been aware of these problems but still sold me the vehicle, exposing me to safety risks related to its ************** early November 2024, when the engine light illuminated, I went to AutoNation and requested to speak with the General Manager, ******** Babssi, but ******* *******, the Sales Manager, refused to allow me to speak with him, tried to intimidate me, and told me to take the car to ********Despite multiple repair attempts at ******* on November 13, November 16, and December 4, 2024, the issue persists. ******* is proposing a short block replacement, but I am concerned this won't resolve the problem.Additionally, only after disputing my down payment, **** ******** from AutoNation contacted me on December 11, 2024, promising to follow up, but has failed to do so.AutoNation has shown poor commitment to the community with its poor customer service. Mr. ******* repeatedly asked how he could "earn my business" at purchase, but AutoNation has been far from worthy of it.I am seeking a resolution as AutoNation has not delivered a functional and reliable vehicle.Thank you for your attention.Sincerely,**** ****** ************ ******************************** GT ******* Elantra GT VIN: *****************

  Business Response

  Date: 01/03/2025

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

  Thank you. 

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22727417
  
  I am rejecting this response because: It has already been ***** hours and I have not heard from AutoNation Toyota Weston. Further, ******** Babssi reached out to me (for the first time) on Jan 6th. He said he would check into the status of my disputed down payment with ********** and get back to me. I told him the status was that they were requesting more information from me and I was intending to provide the documentation they sought. Still, I gave the benefit of the doubt and have not heard from him since. I am requesting that AutoNation Toyota Weston reimburse me the *************************************************************************************************************************************************** for a more reliable one. 
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 01/24/2025

  Thank you for providing us with that addtional information. We are reviewing this matter further and will provide the final decision as soon as possible. 

  Thank you. 

• Initial Complaint

  Date:12/11/2024

  Type:Product 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.

  On November 20, 2024, I purchased a used 2023 ****** Maxima from AutoNation Toyota in *****, *******, with financing through ***************************. I was initially satisfied with the vehicle, but on November 26, ******* ******** from *************************** informed me that GPS tracking was a requirement for loan approval. I was not aware of this requirement and would not have purchased the vehicle if I had known. Despite my requests to return the vehicle and get a refund, AutoNation continued to harass me about signing a form for GPS tracking and eventually returned my deposit minus penalties and fees. The dealership has been unprofessional and unfair in their treatment of me, and I believe they should be held accountable for their actions. I am requesting a full refund of my down payment and any additional fees or penalties imposed by the dealership.I shouldnt be charged for something that I was not aware of This is not right I want my all of my money back.

  Business Response

  Date: 12/18/2024

  Thank you for bringing this concern to our attention. The management team has agreed on the return of the vehicle and are refunding the customer their down payment. 

  Thank you. 

  Customer Answer

  Date: 12/30/2024

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

• Initial Complaint

  Date:12/06/2024

  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 12/5/24 I spoke to my service advisor ****** and was told that my maintenance contract was cancelled without my knowledge on 11/18/24or consent or a reason why.But this typical of this dealership being deceptive and untrustworthy.I want to know why I wasn't notified of what they did and from my understanding this is supposed to go back toy finance company but I wouldn't know that because they are liars and very deceitful and I will be cancelling the 2nd warranty myself

  Business Response

  Date: 12/16/2024

  Thank you for bringing this concern to our attention. The management team contacted the customer to review their coverages and ensure their concerns were addressed. 

  Thank you. 

• Initial Complaint

  Date:10/23/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 09/14/24 My husband and I purchased a 2019 C300 Mercedes sedan from Toyota Of Weston. The finance person *** Sergusa ** told us that a lien was on the car after we signed the contract for the vehicle and that we would have to wait for our tag which has nothing to with ***** we have been extremely patient and is riding around with our 2nd tag while they still lie and play games in our faces about not receiving our permanent tag so we can register our car. I don't know what they think but we are not paying for someone else lien or whatever they are trying.I have even dealt with a ****** and another finance manager name Husane who also is no help.Everytime I call a I have gotten nothing but the round around where I had to drive to.the department of Motor Vehicles to file a.complaint against the dealership and even when the person from there called Toyota Of Weston and spoke to a ***** ********** that she was the Customer Relations Supervisor transferred her to the tag and title department knowing no one would pick up and everytime the person from the department of Motor Vehicles called back she was transferred and she knew it would go to voice mail.I gave her Husane phone number ******* and he text me stating that my.tag all of a sudden will be there by this Friday which I don't believe anything they say anymore because they obviously think that my husband and I are stupid or something.I have bought many vehicles in my life and I have never seen such arrongance and unprofessionalism from a car dealership and I wouldn't recommend my worst enemy to these people.Just like *** Sergusa ** sold us gap insurance,warranty and have us to sign a paper donating to some charity that we didn't even ask for and like I did not notice that either but I just went with it. Just give us our permanent tag. They can keep playing games but the next step is to get an attorney because this is absolutely.ridiculous.

  Business Response

  Date: 10/29/2024

  Thank you for bringing this concern to our attention. The customer is in direct contact with the management team regarding the status of their title. 

  Thank you. 

  Customer Answer

  Date: 10/29/2024

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

• Initial Complaint

  Date:09/10/2024

  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.

  They want me to pick up my 2015 Prius that was recalled with no repairs after they mismanaged it for 2 months until it grew mould.I had to let my insurance and tag lapse on my 88 th birthday,********* since I haven't had use of or possession since January/24.I have no resources to deal with this.They need to clean it,work on it or keep it.I do not want a defective car that could kill me.Last word from them Sept.3 was get flatbed,take it get it cleaned and send it back for recall to another dealer.

  Business Response

  Date: 09/20/2024

  Thank you for bringing this concern to our attention. The customer's vehicle was towed to our location, and it was noted on the same day that the vehicle had mold forming inside of the vehicle. As the customer had not been to the dealership previously, the service department had no information for the customer linked to the vehicle. No name or contact information was provided to the service department upon the vehicle's arrival. The customer called our call center much later and provided their phone number which was contacted with no answer or callback. 

  Thank you. 

• Initial Complaint

  Date:08/15/2024

  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.

  Car bought in Autonation Toyota Weston about three months ago. New car. Just one key given to me. It was promised a rapid delivery of the second key. As of today the second key has not been delivery to **** have contacted the Dealer and the Autonation ***************** Total lack of communication from their part. Not answering my emails, not returning my phone calls and texts.

  Business Response

  Date: 08/22/2024

  Thank you for bringing this concern to our attention. The customer was contacted by the management team who advised that there is a key shortage from the manufacturer. The customer is awaiting a letter from **********************'s corporate team that will be sent when a second key is available. 

  Thank you. 

• Initial Complaint

  Date:05/03/2024

  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.

  New car purchase. Car and salesman are fine. Online estimate for trade-in was within ****** Blue Book value. When they evaluated the car the price was $6000 less with no explanation as the car was in great condition with all service records.. When I owned the vehicle it was worth $11,000 (Initial offer but because I had a competitive offer they raised it to $14,000) but when they owned the car they priced it at $20,975. I feel I was basically cheated out of $2800 by **************** who did the negotiating. I agreed only because of the convenience. No response from **************** when I emailed him about this.My financial consultant, ************ included gap insurance and tire protection in the loan agreement that we never discussed. I discovered it when a few days later I was reading through all the documents he gave me. It took me 2 months of work to get this cancelled and credited back to the loan and ************ was of no help in doing this when I contacted him about this. Zero transparency.************ badgered me into buying extended warranty which I repeatedly said I did not want. When I reluctantly agreed he disclosed only the increase in monthly payments, not the full cost. Again it took me 2 months to cancel this. Zero transparency.I was repeatedly assured that license plates would be held at dealership since this was an out of state registration. That did not happen and it cost me $100+ to have them overnight shipped to my FL address when they went to my permanent address. This was their error and they have refused to reimburse me for the expense caused by their error. I have a text verifying this arrangement which they have subsequently denied knowing. I have been basically ignored. Corporate Toyota has been helpful in that someone finally contacted me from the dealership and said they would look into my concerns but I have heard nothing and that was April 17, 2024.More specific details available upon request. Tried to keep this concise.

  Business Response

  Date: 05/08/2024

  Thank you for bringing this concern to our attention. The customer agreed to the trade-in offer from the dealership after the vehicle's review. The vehicle was then listed at a higher price to account for safety and reconditioning efforts. The customer's address was also listed on the purchasing documents dictating where the license plate was sent. 

  Thank you. 

  Business Response

  Date: 05/08/2024

  Thank you for bringing this concern to our attention. The customer agreed to the trade-in offer from the dealership after the vehicle's review. The vehicle was then listed at a higher price to account for safety and reconditioning efforts. The customer's address was also listed on the purchasing documents dictating where the license plate was sent. 

  Thank you. 

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21660604
  
  I am rejecting this response because: The dealership does not specify what reconditioning efforts it made to the vehicle.  When I asked **************** why he could not match the estimate given to me on the purchase agreement all he said was "That's all I can give you."  That is not an explanation.

  The address in the records has to be my permanent address where the car is to be registered.  It is not necessarily the address where the license plates need to be shipped.  I was assured multiple times by multiple people that they would be held at the dealership.  They lied and continue to refuse to take any responsibility for their lack of competence and interest in customer satisfaction.  This is not an unusual or especially difficult request as other dealerships do this easily and routinely, which is why I am dissatisfied.

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

  Business Response

  Date: 05/17/2024

  Typical reconditioning of vehicles include any maintenance to the vehicle needed to pass AutoNation's inspection and safety inspections. As the vehicle was reconditioned and listed after the customer traded the vehicle in, the reconditioning details became internal information. Can the customer please provide a receipt of the overnight shipping that was required so it may be presented for review?

  Thank you. 

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21660604
  
  I am rejecting this response because: 1. My interpretation of internal communication is that they don't want to tell me what they did to the car because they probably didn't do anything.  The car really needed no re-conditioning.

  2.  I have previously sent the receipt they are asking for to ************************************ on April 19, 2024 as she was contacted by Toyota Corporate to resolve this issue.  She said her manager was out of the office til April 22 and she would ask him/her what to do about this issue and get back to me shortly.  I have heard nothing. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 05/21/2024

  I don't understand why you closed this case.  The business asked me to send some receipts.  I promptly answered indicating that the receipts had already been sent to the business.  Then you closed the complaint.  Makes no sense to me.

  Customer Answer

  Date: 05/21/2024

  Why did you close this case?