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:09/04/2024

  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.

  Jan ******* I went to Sun Toyota for routine maintenance on my 2004 Corolla.

  Customer Answer

  Date: 09/10/2024

  Thanks for your interest in my complaint.  I hope I can be brief enough to explain without losing important details.  I took my car to Sun Toyota on January 10, 2024 to have 87k oil change on my 2004 Toyota Corolla. Previous inspection at ********* Toyota of **********, ** and ****** Auto of *****************, ** reported rust near right rear wheel to be cosmetic, i.e., non safety related.   When I inquired at Sun toyota I was told the rust made the car too dangerous to drive and too costly to repair for a 20 year old car.  I was afraid to go shopping for another car with my car and too stupid to get another opinion.  To the rescue: I was quickly introduced to salesperson **** **** with whom I signed a number of papers and waited for credit approval.  Following that I signed 20+ electronic desktop documents with finance man **** and companion **** (witness?)  These documents were presented in rapid succession without discussion or explanation with the exception of paper relating to Florida title and taxes. Of course this was normal for the purchase of any car. I was  told that car had 7 year warranty without being told this was an extension ,4 year, of factory warranty adding $5500.00 to my bill. Upon leaving I was handed a flash drive, no papers, said to contain all my paperwork.  When I looked at flash drive it was blank. After 2 unanswered phone calls about this I returned to Sun Toyota where a finance man handed me another flash drive said to contain paperwork.  After arriving home I found that this too, was blank. With another attempt to procure paperwork, finance man handed me papers of transaction.   I was STUNNED at the figures.  Unfortunately this was past the 3 day return period so I did not ,to my serious regret return the car. Add ons to the purchase included $795.00 anti theft and 4 year warrant extension which I cancelled on April *******. I received the refund on July *******. Monthly payment coupons further intrigued me by listing total payoff amounts of approximately $35,000 after I had already paid $12,750.00 to dealer and Southeast Toyota Finance located in ******, ********  I have filed a complaint with Alabama and BBB received sufficient response from SETF and Alabama BBB.  It seems to cloud the issue and complaint to go through 2 BBB offices, but I will do whatever is necessary to resolve this. Bottom line: almost $40,000 for a car listed at $23,844. How can a reputable business do this?

  Business Response

  Date: 09/24/2024

  Our GSM tried to call and could not get in touch with you. Please give him a call at ************ ****** *********. 

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22238657
  
  I am rejecting this response because:The manager at Sun Toyota asked me to make an appointment with him. I made another trip to Sun on Wed Sept 25  only to be told the only thing his assistant, ***** ****** could change would be to cancel extended warranty, which was already done. he also offered a "good deal" on a trade in.  Phooey! I should buy a car from them after the deal I got? This sounded so business-like for a sales manager to meet with me, but it was just another waste of time, or a deterrent.
  What efforts are involved here? There is no explanation in dollars and cents how I could have been charged so much money. Sincerely,
  
  *** ******

  Business Response

  Date: 10/02/2024

  I understand your frustration although the vehicle was purchased several months ago under different management team and the loan is already in effect. The only changes we can make are to the products that we can cancel and did cancel, which will lower the overall principle balance of your loan. 

• Initial Complaint

  Date:09/03/2024

  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.

  8/24 @2:30pm went to Sun Toyota employee told me they could lower payments but if I did not like the vehicle I could return in 72 hours and get back my vehicle left Sun Toyota @ 7pm _vehicle bought was given to me with a crack in the windshield, water damage to all seats, front plastic vent fell off asked employee to let me leave with my traded vehicle since new trade had crack she said we cannot do that Employee said would follow up on Monday and did not until I pushed went to dealership and asked to be put back into my vehicle everybody told me that it is not possible to be put back into previous vehicle there is no such thing as having 72 hours and they no longer have the vehicle. -told them what happened on 8/24 finally someone put a rental in my hand and took the cracked vehicle with intent to put me back in my previous vehicle new or used and to call GSM Two more people said they would reach out next day and did not. I called and everyone was busy left voicemails for the last 3 days starting on 8/27 no returned calls. Messaged salesperson no response due to something left in vehicle. Went to dealership and had 2 people tell me vehicle was not there to retrieve item. Personal friend knew it was there and told me. One more person finally went and looked again and happened to find vehicle after I was told the vehicle was not there multiple times retrieved item Still awaiting call from GSM and multiple sales people about car traded Received a text on 8/29 finally about the cracked windshield and saying would reach out from one and then another saying that they found the previous vehicle new for me. Nothing in regards to exchanging car back

  Business Response

  Date: 09/20/2024

  I am so sorry about your experience at Sun Toyota. I would like to have your windshield fixed and have your vehicle completely detailed. Again I am extremely sorry for your experience but would like to help moving forward. You can reach out to me by text or call ************

• Initial Complaint

  Date:08/28/2024

  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.

  My husband is making payments on this 2023 Toyota RAV4 he just purchased this three days ago and it hasnt been going well. That same day an associate lost the original key fob to the car so he gave us the spare, that same night the key fob stops working properly. It is not locking, unlocking not working properly. Before we received the car we were told that they would add air to the tires (the tire pressure was low) and do a deep cleaning in it since it was very dusty/dirty and when we got the car after signing for it, we received it the exact same way we first saw it, we asked our salesman why anything wasnt cleaned and he told us that nobody had the proper cleaning equipment and that hed call us to have us come back and schedule us in. Three days later he never called, my husband had to call and ask what is going on and he still said that the maintenance/ cleaning of the car will take hours because he never scheduled us in. My husband traded in our old car for this RAV4 and we were also told that same day that we would get a call from them letting us know that our check for the trade in is ready to be picked up. We called once again and were told that they are unsure if they have it. So far its been so many promises not being fulfilled, I am very disappointed my husband works extremely hard to make purchases this big and Sun Toyota cannot make an effort in keeping their word.

  Business Response

  Date: 09/02/2024

  I have spoken with customer. I have sent him a second key, 200 Gift card for his time and travel to the dealership cost and once the car deal funds he will receive the equity check. 

  Customer Answer

  Date: 09/03/2024

   
  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:08/19/2024

  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.

  The dealership has misleading information about the Dealer add options of $2999, finance rate, making offers that are not true and delivering the truck dirty without the protections added. Dealer installed options, exterior paint protection- does not have it and you cannot clean the water spot off, tuck was never buffed or waxed, and no protection added. Windshield protection was not installed, leaves water spots that can't be removed, Headlight protection wasn't installed. not sure they installed he interior protection. Not sure if the put nitrogen in the tires. Tint was not installed on all windows, just the front driver and passenger side. Charged was $599. The back windows are the safety glass from factory and do not offer any tint protection. The salesperson told us he talked to the finance manager (see attached text) stating our finance rate would be 7%, they charged us 7.24% after fighting them down from 9%. They miss lead us on having the truck, then when the truck would be there, changing the price every time. They offer to sale us the Toyota black rims for the truck at dealer cost and they come back at full retail, plus hundreds of dollars more. They would not honor the offer. Told us the 3-year 36000 factory warranty isn't true and tried selling us extended warranties. They changed the date on the registration to my daughter's birthday that end this December, when it was good through June 25, my birthday. Now we have to go pay more money in December to update the registration. I asked several times to change it, and they would not. I did email the general Manager Mark on the dealer website about this with no response.

  Business Response

  Date: 08/19/2024

  My General Sales Manager said he has spoken with you and resolved your issue. Please let me know if you need any further assistance. 

  Customer Answer

  Date: 08/20/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  No one has contacted me. 
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 08/21/2024

  **** and our General Manager Mark Schols have been in direct communication as of 08/21/24

  Customer Answer

  Date: 08/21/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The GM has been in contact with me, and we are still in open communication about the issues.  I will keep working with him to see if we can come to an agreement.
  
  
  
  Sincerely,
  
  
  
  Paul Meier

• Initial Complaint

  Date:08/19/2024

  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.

  Got a 2023 Camry about 2 weeks ago. Originally they pushed the selling price from $20,000 to $30,000 charging me $10,000 more. When I noticed I went back and they changed stating it was a mistake. They told me about warranties and specifically said no charge at all, the dealership pays for it once I reviewed the paperwork at home I saw they charged me for 2 warranties almost $5,000 more. Now Ive been trying to cancel it and gathering dealership information which is time consuming. No second key available, no floor mats, the car has a cracked taillight, cigarette residue. I still checked the itemized receipt and saw the selling price was still $25,000 not what me and the seller agreed on. I bought a vehicle at Clearwater Toyota and never had these issues before. They just give you the run around, my finance person has not returned my call. I had to ask someone else to fix the original amount charged to the correct amount on the banks behalf. Now I have to service my car somewhere else due to a shake it does when accelerating and braking because I highly doubt Toyota will check that out.

  Business Response

  Date: 08/21/2024

  ******************************* General Sales Manager left the custoemr a message regarding situation.

• 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.

  August ******* ****** ran credit with proper documentation resulting on hard inquiries on our credit scores. They claim they have a signature but he crossed it out.

  Business Response

  Date: 08/21/2024

  Customer voiced her concerns about our staff. She told me not to speak so once she was done she hung up on me. I called to offer a resolve to the situation regarding viewing their credit when they had crossed out their signature. Customer would not allow me to assist further. I am truly sorry for their experience and wanted to first apologize for how she was treated while in the dealership and second assist with the credit bureau. Customer said never to contact again.

• Initial Complaint

  Date:08/01/2024

  Type:Product 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 traded in our Paid in Full 2023 pickup truck over 8 weeks ago at this dealership. We were told numerous times before completing the deal that we would have our check in less than 30 days because we needed to flip that into our next project investment. No problems there. We are now on week 8 of this.No one from the dealership will return our calls, weve been told multiple times that the check has already been mailed out and expedited yet when you call in they do not even have the check ready yet and tell you an additional ***** weeks. Over the last 2 weeks, no one will return our calls or speak to us, there is still no check received, and we are still out the money on our next investment and LOST money because of this place. Been told numerous time the ** would be calling. Apparently hes been in a meeting for the last 4 days straight and hasnt called.

  Business Response

  Date: 08/15/2024

  Check was cut and sent over a week ago. Customer should have received it by now, it this is not the case please call me at ************

• Initial Complaint

  Date:07/31/2024

  Type:Order 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.

  Went to trade in my car for another signed papers took truck home said it was the weekend so the deal couldnt be officially done Id have to wait and they kept the usb with all the paperwork I received nothing,2 weeks goes by nothing from dealership I then ask whats going and it was a run around they said the first papers I signed with the bank denied it and they were trying to find me a better deal. Another 2 weeks goes by I ask whats going on? They said come in we have to resign with a new bank. I go in and they completely changed the deal the payments the warranty and everything. I said no thanks I want my original car back they said its gone already. I said what happens if I give the truck back they said Id have to pay for the time I had it and the mileage I said I needed more time they tried to pressure me and say the deal was gonna expire. I said I needed more time. I dropped the truck back off the next day and said I was no longer interested. The day after they texted me and said to come pick up the truck it was mine I said I didnt resign they said i owned the truck. They then texted me and said they pushed the original deal through at a different rate and payment and I didnt have to resign because the sale price didnt change and they backed out of the warranty they originally offered. I dont want this vehicle after all this I still have no paperwork either.

  Business Response

  Date: 08/05/2024

  Our General Sales Manager met with the customer and came to an agreement and customer is satisfied. 

  Customer Answer

  Date: 08/05/2024

   
  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:07/31/2024

  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 purchased a 2020 ************* GLC 300 on 2/20/2024 with a ****** milage. The dealership claimed a thorough inspection and all services, repairs has been done. Fake sticker pasted. ***** was signed and I experienced my first disappointment leaving the dealership. Tire sensor light turned on and immediately brought it back and found out one tire was bad. They fixed it to cover their shame, I came all the way from ********* for this deal because I thought this was a trusted business and the salesman got me. The car came with a lifetime warranty and I was lured to also buy an extended factory warp warranty which manager Informed for any breakdown it will be covered. After 2 weeks, brake light came up, went to check and facility informed its already on 3mm and they were surprised I just got this car, both front and rear brakes, I was again disappointed because the dealership claimed all was inspected and everything needed to be serviced and changed was done. Getting my carfax login that same week I found out that the car brakes was overdue on carfax. I sent all this to dealership, nothing was done, no response, I got tired and repaired for $2,325. After one month of purchase my worst nightmare started, had a breakdown with a check engine light, car misfiring and vibrating. I went to Benz for repair and the advisor was overwhelmed that I just got this car a month ago because after diagnostics they found out that there was a slash on the engine cylinder which is not something new. The total for this repair was $10,309 and claim filed with the warranty, after 33 days of my car in repair shop they only approved $7,200 and I had to balance the rest. I thought all this troubles are over, 4 weeks after repair, another breakdown with check engine light and this time around its a engine failure and needs to be changed. car has been in the repair facility since June 13 till now the dealership and warranty is not willing to assist. This is a lemon car and I need this fixed

  Business Response

  Date: 08/05/2024

  Our General Manager and Service director have spoke with the customer. In March, he had a head replacement done, utilizing $7,200 of his extended warranty. Unfortunately, two months later, he experienced a main bearing failure leading to catastrophic engine damage. While this repair would normally be covered under his warranty, he now only has $1,300 remaining in his insurance benefit.
  
  We informed him that all policies have limitations and that he has quickly reached the end of his coverage. The options were outlined for the customer: either trade in the vehicle as is or replace the engine. Unfortunately we feel terrible about this situation with the car but this was nothing we would have known about before selling it to him, there were no lights on or indication anything was wrong. 

• Initial Complaint

  Date:07/24/2024

  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.

  I contacted the dealer to inquire about a specific vehicle which they had listed for sale. I spent nearly 6 days getting bounced , transferred between multiple sales people and alleged managers. They say they discount a car below market value then add about 7500 worth of fluff fees for sun protection, wheel locks , screen protector, three sets of dmv doc and dealer fees. The final straw after being lied to, which I have all email and text documentation, was speaking to actual manager, he was condescending and rude to say the least. He called me back looking for conflict. This dealer based on the pattern of complaints with BBB alone and bad reviews needs to be further investigated. Ive called the press, FTC, FL ************************ and so on to open any and all investigations on this dealers practices. My credit was run multiple times and since I decided to fund my own loan, since they couldnt be me approved as proved for the payments and loan structure, they decided not to work with the consumer. I lost a week worth of time and prolly gained a few ulsers. I would like contact by the *** and or rhe Owner of the ****** Group. I want answers.

  Business Response

  Date: 07/24/2024

  I have reviewed your concerns and would like to take the opportunity to apologize for how you were treated and the frustration it has caused. As of last week the store is under new General Leadership. I would like to have ********************* speak with you regarding your experience. Is there a time next week he can call you directly and what is the best number. 

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 22034870
  
  I will make myself available however ,I still would not like to close out the complaint, until after my conversation with **************.  Also I spoke with ****** today and am also waiting for follow up.   
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/02/2024

  ************** you should be getting a phone call before the end of business today.