ComplaintsforKeith Pierson Toyota, Inc.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an issue arise with my tacoma in late April 2023, I called a different toyota dealership that I was using at the time and scheduled an appointment because my power window wasnt working on my driver window, I explained the issue and scheduled an appointment for the following Wed. May 4, 2023. Unfortunately on May 2, 2023 my truck was hit on highway 23 by a 17 year old child who was ticketed for reckless driving for texting and driving and deemed at fault therefore his insurance covered my repairs at the body shop of their choosing. I called the toyota dealership and explained i was in an accident and needed to cancel my window appointment until my other repairs were complete and my truck was returned to me. I was met with no issue, told to reach back out when I got my truck back. I received my truck back and of course the window was still not functioning as it wasnt prior so rather than scheduling an appointment immediately i waited for my 30k mile oil change (27k miles at the time of my accident) to address it with my service advisor. Fast forward to Dec. 26 i bring my truck in for service and ask for window to be addressed, long story short am being told regardless of ALLLL documentation that my window wasnt working prior to my accident that my warranty will no longer cover the parts/repair. When trying to get somewhere and explain the situation to service advisor we walk out to my *********** open the door to hear rattling around loose parts that were absolutely not there prior to me dropping truck. When service director got involved and was extremely rude and dismissive telling me i was wrong and truck HAD to be making the noise that morning he finally agreed to take off door panel and address, immedietly parts fell from the bottom of the door panel and i looked at him and said youre still going to tell me my door was put back together the way it was? I was dismissed from dealership and told to contact toyota customer care to file grievence.

  

  Business response

  01/17/2024

  Customer advised to call her insurance company and take her vehicle back to the body shop. Tech found window track bent caused by outside influence. Customer was advised that repair would not be covered as it was not a warranty part defect.

  May 2023 CarFax shows vehicle was in a collision on same side of the vehicle. Customer said she was having issue prior to the wreck but issue was still found not warranty. 

  Even though prior to the accident she had a situation with the window, this window was not diagnosed until after the accident at our dealership. 

  Customer had an appointment with ****** ********************** and two days later she was in the accident. Due to the outside influence Toyota has denied warranty claim. ***** our Service Director offered to contact her insurance to file a supplement for the customer to take her vehicle back to the body shop. 

• Initial Complaint

  10/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a very poor experience at this dealership. On the website it states they will pay $3,000 over *** value. It turns out they don’t even use the *** value as stated by *** the general manager. They use several other websites to determine the vehicles value, just not the one they advertise on the dealership website. We specifically asked about this while texting the dealership. They said it was legit, so we scheduled an appointment. We wanted to get rid of a vehicle we no longer need. As soon as they realized we weren’t purchasing a vehicle the mood changed. It was very clear they didn’t want us there. They came back with a ridiculous offer nearly $4,000 lower than another dealership we took it to. I asked the GM *** to show me the *** value. He stated he didn’t even run it on the *** website. It was a complete waste of time. I can only imagine how they take advantage of consumer purchasing from them. It’s very clear they’re using false advertising/deceptive tactics to get people in the door. This is bad business practices. I’m curious if Mr. ******* is aware of what’s taking place in the dealership, and if he cares about customers.

  

  Business response

  10/20/2023

  Customer came into the dealership wanting a specific price for his vehicle. After our inspection, putting vin number into ****** and using the ***** ******** we could not offer the amount the customer wanted. 

  Please see attached ****** and ***** ******** worksheet that shows the condition of his vehicle. This is why we could not offer the amount he requested. 

  If you go to our website www.keith*******toyota.com under the used tab and sell us your car, it shows we are paying UP to $3,000 over ***** ********. Right bottom conner reads Your vehicle's final trade in is set by the dealer after inspection and is affected by vehicle condition, mileage, vehicle history and repairs and other factors. See dealer for details.

  We're sorry to hear about your experience with our dealership. We take great pride in providing an awesome experience for our customers.

  Customer response

  10/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  The GM *** refused to show me the *** value while at the dealership. I asked multiple times, and they said they didn’t use *** to value vehicles. The dealership is clearly using the $3,000 over *** to mislead customers. The value offered for my vehicle wasn’t over the *** value at all. They need to do a better job of advertising, and not mislead customers. The dealership has little signs at the desks that say if you’re not satisfied ask to speak to ***** ******* the owner. I did exactly that, and the gm told me he would have ***** email me. I told him I don’t want an email, and for him to give me a call. I never received either. That tells me they just don’t care. At this point they’re misleading people, and also providing bad customer service on top of it. 

  Regards,

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

  

  Business response

  10/30/2023

  Per the attachment that was sent, ******, *** and the disclaimer from our website it clearly states up to $3,000.00 depending on the condition of the vehicle. After our inspection of the vehicle, we could not offer the customer his asking price for his vehicle. So, we will not be participating in the purchasing of his vehicle. 

• Initial Complaint

  06/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a **** Toyota on May 11th. My contract number is ------- for your review. Ive been reaching out about setting up a meeting with the sales and site manager at the keith pierson toyota location. Ive left 2 voicemails and was in communication with my original salesman until Thursday last week. . I am seeking insight or a simple meeting to discuss the request to cancel my contract in Fl more than 12 days from signing the contract. Please advise on who I should connect with; I live outside of jacksonville and desire to keep my same contract payment and commitment. My tag has been ordered and car insurance is active and in my name since May 11th The contract says my first payment is due June 20th in the amount of $810.00 to Keith Pierson Toyota. I need an account number to make the submit; its my belief due to possession of car and florida law for consumer rights that this contract is valid; and payments can be made to the creditors/ dealer which in this case in Keith Pierson Toyota The retail installment sale contract says 45 days to secure financing; with no daily fee or mileage fee.

  

  Business response

  06/16/2023

  Customer came into our dealership to a buy a car. Durning the process after talking to the customer the bank declined to buy the contract. We called the customer to have her return the vehicle and she refused. We had no other choice but to have the car picked up. Once the vehicle in back on our property we will inspect it and customer down payment will be returned to her. 

  Also please see attached copy of the Conditional Delivery Agreement that is signed by the customer.

   

  Sincerely

  Customer response

  06/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: the conditional delivery does not trump the retail installment agreement. Im not agreeing to fees on conditional delivery when retail installment does not include cost. The dealership failed to allow me to submit my payment and completed an illegal repossession. There are other reports related to this site and yo yo scams and its not only unfair but unethical and a violation of consumer and sellers rights. I will accept full refund of deposit and will move forward after payment is received. I will continue to share the gross abuse of power and consumer rights violated by keith pierson toyota of orange park. I can say it started out great but once the company realized it was a cashless deal they wanted a new deal they could profit off of; regardless of a legally binding signed contract that would override a conditional delivery that wasnt needed because I picked the car up and drove it off the lot. This dealership enages in yo yo scams and when consumers push to use their rights; they use invalid paperwork to repossess vehicles. 

  Regards,

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

  

  Business response

  07/03/2023

  *** ******** primary complaint appears to be that her attempted purchase of the 2020 Toyota **** vin# *************** on or about May 11, 2023, was not honored by the Keith Pierson Toyota. At the time of the purchase, *** ****** executed a Conditional Delivery Agreement and knew that the purchase of the vehicle was conditioned upon a lender approving the loan for the vehicle. Keith Pierson Toyota attempted to find a lender who would approve the loan. However, it was unable to do so. On June 12, 2023, Keith Pierson Toyota notified *** ****** that it was unable to find a lender who would approve the loan/accept assignment and therefore, according to the Conditional Delivery Agreement signed by *** ******, the sale of the **** was rescinded by Keith Pierson Toyota. At no time, did *** ****** advise Keith Pierson Toyota that she was making arrangements to secure an outside lender or would make arrangements to pay the purchase price in full. When *** ****** refused to return the RAV4, Keith Pierson Toyota made arrangements to have it picked up and returned to the dealership. The dealership also refunded *** ****** her $1,000.00 cash down payment.

  Keith Pierson Toyota values its customers, including *** ******, and strives to achieve a high level of customer satisfaction. Unfortunately, the dealership was unable to find a lender who would approve a loan for her. 

   

• Initial Complaint

  04/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a car from Keith Pierson Toyota and was lied to about the car fax when I went back to them they said they would get me another car 4 months later they tell me they want a lot of money down

  

  Business response

  04/28/2023

  Mr. ****** bought a 2019 Toyota CH-R from us, he was not lied to about the car fax as you can see from the attachment in the top left hand corner the date and the time it was printed and included in his deal jacket. It states vehicle has minor damages, which car fax definition is cosmetic (including dents or scratches) may only require reconditioning, and typically does not compromise a vehicle's operation and/or safety. Any car fax  report we receive anything more than moderate we send to the auction we do not sell. We have tried to work with Mr. ****** to trade his vehicle in on a other one and since he bought this vehicle his credit has significantly dropped. Obviously we are in the car business to sell cars and unfortunately because of Mr. ******s credit challenges the bank is asking for a large down payment due to these credit challenges.  As we are not a lending facility Mr. ****** is at the mercy of the banks. We have told Mr. ****** on several occasions due to his credit challenges to work on his credit score and to save up for a down payment and we would try our best to help in future. Unfortunately we can not guarantee anything due to the banks decisions.

  

  Business response

  05/18/2023

  Good afternoon,

   

  This is a response to the rejection complaint #******** ***** ******.

   

  Mr. ****** went to several other dealerships before coming to us to try to trade his vehicle, where his credit was pulled by those dealerships. They told him that his vehicle had a bad Carfax report. The reason they would do this is because it would affect the trade value of the vehicle. At this time, we told Mr. ****** to tell the dealer we would pay top dollar for the vehicle to them through wholesale regardless of the Carfax report. As stated, before in the copy of the Carfax report you received that is only cometic damage.

  Unfortunately, the other dealership could not get him financed either. This is when Mr. ****** returned to us and demanded us to trade him out of his vehicle. Under the circumstances of his credit challenges, we could not get a bank to finance him either without a large down payment to show his participation. We cannot just replace the vehicle it has to be financed. The only way the banks will do this is with a large down payment. Mr. ****** says he cannot do this at this time so our hands are tied. It s is up to Mr. ****** and the banks. We told him to go back to his bank and they will not finance hm either.

  Keith Pierson Toyota will not be participation in trading him out of this vehicle.

   

  Sincerely,

  Keith Pierson Toyota

  Customer response

  05/18/2023

  They never gave me a car fax when I bought the car I  asked them if the car had any problems or accidents they said no. The car fax they sent BBB doesn't have my signature or the date. The date on the car fax was dated a month before I bought the car

   Complaint: ********

  I am rejecting this response because:

  Regards,

  ***** ******

• Initial Complaint

  11/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made an uninformed consumer credit transaction. I received no explanation of the APR, FINANCE CHARGE or AMOUNT FINANCED. I wrote to the consumer complaint department and have yet to receive an answer. I am inquiring about the validity of the contract seeing as **** was VIOLATED. Does the terms of the original agreement/contract still apply? I am by no means thinking/assuming I’m above paying a honest “debt” but when **** states that the finance charge should include any of the following which are applicable Interest, time price differential, and any amount payable under a point, discount, or other system of additional charges. ????Service or carrying charge. ????Loan fee, finder's fee, or similar charge. ????Fee for an investigation or credit report. ????Premium or other charge for any guarantee or insurance protecting the creditor against the obligor's default or other credit loss. and It was not, but instead included in the amount financed (insurance was paid out of pocket directly by me.) Then that’s where my frustration as a consumer comes from. I am fully aware my consumer rights are being violated. I now question the integrity of the company. Ignorance of the law doesn’t give one permission to break it. I was not informed that I had the option to opt out paying a down payment because it should indeed have been included in the finance charge as well as vehicle insurance. Also I was asking about the right to rescind. (No cooling off period) I was told on multiple occasions it applies to only principle dwellings, then I was told that In order for the right of rescission to apply, the security interest must be retained as part of the credit transaction. A security interest that is acquired by a contractor who is also extending the credit in the transaction. I know that your company requires a consumer to give security interest in the vehicle. So those are my concerns, questions and confusion.

  

  Business response

  12/09/2022

  Tell us why here...we are still working with the customer her file is in our storage warehouse. We have put in a request to get it here to the dealership so we can look at our paperwork to see the areas of concern from our customer. 

  

  Business response

  12/15/2022

  If she is not willing to come to the dealership, her and her jag officer are welcome to call and we will go over the contract with both of them.

  Customer response

  12/16/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Regards,

  **** ****

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2016 jeep wrangler from Keith pierson toyota on June 4th. June 5th i spoke with the finance manager about the fact they didnt fill up the gas as promised and after i left i noticed the gas light was on. Also that the soft top had a broken piece. He said they would take care of it. Then later not responding to my emails. They put a 30day tag on my vehicle and told me that my new tag would be mailed to my address. On july 3rd i went to Keith pierson wondering where my tags are since they expired on the 4th. They told me they would be mailed to me. That they were accepted by the state on june 29th. They hand wrote another tag for 15 days. They also told me they cant do anything about the broken piece on the soft top on the jeep because they didn't know about it within 5 days.. but i spoke to the finance manager on the 5th of July and he said it would be taken care of. My tag expires tomorrow and i still dont have my state issued tag. They told me its lost. They said they dont have tracking for it. They told me i have to go to the dmv and have it canceled. They also told me today it was mailed on the 28th ... how could that be if it wasnt even accepted by the state until the 29th. I feel lied to. I have previously purchased 2 vehicles from them and the jeep was my 3rd. I have never had this kind of issue. But they are trying to screw me over as they did with the broken top and gas. What do i do? The car dealership is obviously unwilling to help. Never will i buy from them again.

  

  Business response

  07/18/2022

  Our Store Manager has already handle all the issues on Saturday 7-16-22. Customer has an appointment on Wednesday 7-20-22. Customer is very pleased and happy.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  About two years ago I leased a 2018 Toyota from Keith Pierson Toyota In June I got a buyout price from Southeast Toyota Lease Company and decided to purchase the vehicle. I had a relationship with the salesperson ****** who took care of me with the leasing of the car. I Called her and she told me to come in and she will take care of it, I called her because I wanted her to get the commission. I went there and was taken into a office with the financial guy. Papers were flying at me and yes I did sign the bottom line but what they charged me for was outright fraud. I trusted them and I feel that they have a obligation to tell customers that I could of just sent the leasing company a check for the price of the vehicle that is the buy-out price not pay a dealer fee of $799. and pay the amount offered for the car not more. -I feel I was taken advantage of because I am a senior and a woman.

  

  Business response

  12/03/2021

  *** *******,
  *** ******** came into the dealership to purchase the vehicle she was leasing. She told her sales associate that she wanted to buy the vehicle and not lease it anymore. In order to do this, we have to buy the vehicle into our dealership inventory. We also got her financing through Vystar credit union. It would be like any other purchase of a vehicle from our dealership. She was fully aware of payment and her signatures are on all contracts. She even came in at a later date to review all paperwork with a Finance manager. The fees are for administration, taxes, registration, tags, finance paperwork for the banks and all proper transfers from the leasing company to the new lien holder. Dealer fees are $799.00, tag fees $178.00 totaling $977.00 that is what she is requesting. We have sent her an overage check back to her for $105.15 already after the tags were transferred with new lien holder. Ms. ******** has copies and she was fully aware of all the contract’s that she signed. After reviewing paperwork and fees all are contracts are correct and there is no monies due back to her.
  
  Regards,
  ***** *****

  

  Business response

  12/30/2021

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

  *** ******** came into the dealership to purchase the vehicle she was leasing. She told her sales associate that she wanted to buy the vehicle and not lease it anymore. In order to do this, we have to buy the vehicle into our dealership inventory. We also got her financing through Vystar credit union. It would be like any other purchase of a vehicle from our dealership. She was fully aware of payment and her signatures are on all contracts. She even came in at a later date to review all paperwork with a Finance manager. The fees are for administration, taxes, registration, tags, finance paperwork for the banks and all proper transfers from the leasing company to the new lien holder. Dealer fees are $799.00, tag fees $178.00 totaling $977.00 that is what she is requesting. We have sent her an overage check back to her for $105.15 already after the tags were transferred with new lien holder. Ms. ******** has copies and she was fully aware of all the contract’s that she signed. After reviewing paperwork and fees all are contracts are correct and there is no monies due back to her.

  Thank you

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

   

  Customer response

  01/03/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: Both responses by the dealership does not address the issue. I feel that they had a ethical obligation to tell me if I bought from lease company I would have not been charged a dealer fee of $799.00. This is bad business practices they knew what they were doing I trusted this business and they took advantage of me a senior citizen. Thanks ***** ********

  Regards,

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

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took the vehicle to Keith Pierson Toyota service center on 10/08/2021. I asked the service provider, ***** ********, to have the mechanics perform a full inspection and to inform if there was anything wrong with the vehicle, or any problem existed. I asked him to provide me with a list if things that were broken along with the parts and the labor prices. Later in the evening on 10/08/2021, a mechanic from Keith Pierson Toyota service center called me on the phone to inform of what was wrong with the call car and what parts and serviced the car needed. He told me that my car needed a brake fluid exchange and flush, a transmission fluid exchange, the drive belt needed to be adjusted or replaced, the check engine light was on, which indicated the MAF and O2 sensor needed to be replaced. I asked how is the radiator, the mechanic said the radiator was fine. On 10/14/2021 I was driving on 1-295 and the vehicle begin to slow down and smoke, so I pulled over. I had the vehicle towed back to

  

  Business response

  11/09/2021

  BBB ID# ********

   

  To Whom It may concern,

   

  On October 8th, 2021 *** ********* brought his 2006 Scion XB in for a check engine light and look over. He had stated to service advisor ***** ******** that he had just bought the vehicle from a private seller. We diagnosed the check engine light and found that the Mass Air Flow meter and a 02 sensor needed to be replaced. *** ********* declined those repairs and chose to do the transmission fluid exchange, brake fluid exchange, and drive belt adjustment. At that time he ask if the radiator was okay. After visual inspection the technician stated that there was no apparent leaks and the radiator was good. I have attached pictures of the vehicle. As you can see there is damage and no protection at all on the front end of the vehicle. The grill, bumper cover and related parts are missing from the front end and there is still body damage visible. I am not really sure why he is wanting us to repair at no charge. He drove the vehicle for several days and miles after the service with no issues.

  I did reach out to *** ********* on November 9, 2021. I told him we would diagnose the vehicle further to find the root of failure. He also stated to me that the person that he purchased it from told him that there were some repairs that he needed that he did not share with our service advisor. He feels that since we looked at it and we didn’t visually see anything that we are liable for repair. I did explain to him that we were not going to be participating in the repair at no charge. But I would try to diagnose the vehicle the best we could for him for answers. The vehicle is still at the dealership and the technician is going to get us answers. We are in contact with *** *********.

   

  Regards,

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

  Assistant General Manager

  Keith Pierson Toyota

  **** ********** ***.

  Jacksonville, FL 32244

  ************ ex. 1079

• Initial Complaint

  07/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was taken advantage of, I think, because I'm 73 and my lack of car buying experience. They kept saying I would have a payment of $100 a month. Not! Was sold a car with $2801.21 in repairs needed. Was told they couldn't even diagnose it because it was a Ford. I was shown a sticker on the car stating that their service dept had inspected it and all systems were in good working condition. Lies! They told me to take it to a Ford Dealership because they couldn't diagnose a Ford! I think they should cover the cost of repairs and probably could have fixed it themselves.

  

  Business response

  07/23/2021

  **** ***** came into our dealership on 5/04/2020 to purchase her vehicle. At this time, she purchased a used vehicle as is with 58,603 miles and declined to purchase any additional warranties that were offered. After an additional 11 months in July 2021 she is now contacting the dealership requesting we reimburse her for the repairs made by ford. **** ***** purchased the vehicle as is and due to the length of time she has had possession of the vehicle and the miles accumulated, we will not be reimbursing her for any repairs. **** ***** was informed of this by our Service Director and **** ***** asked if it was possible for her to trade in the vehicle for another. We told her to come in and we would do our best to give her the best deal possible. She came into the Dealership 7/19/2020 and traded in her vehicle for a newer used vehicle. *** ********* assistant contacted her 7/20/2021 and **** ***** is very happy with her purchase and gave her salesperson an A+.

*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. ↩