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:05/28/2025

  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.

  Recently after having my brakes replaced at Earl Stewart Toyota, I found out at ****** tire that Earl Stewart Toyota cross-threaded my lug nut. Upon notification of the issue, Earl Stewart Toyota took several hours to replace it and the whole wheel lug due to the damage done by the mechanic. This is a rookie mistake and proves that the level of techs they hire DO NOT justify the expense of their hourly rate.Upon receiving the vehicle, I realized their dealership, "Master Tech," scratched and gouged the rim while removing the wheel after breaking the lug nut and wheel lug. After notifying the so called Vice president of customer service ****** ******, the dealership service writer ***** ******** refused to take responsibility for the damage or pay for its repair. Since my auto insurance deductible is $500 and the cost of the replacement rim with tire removal and installation of the tire exceeds that. This is the amount I am requesting in payment so I can have the damage resolved elsewhere.

  

  Business Response

  Date: 05/28/2025

  The original brake servicecovering both front and rear brakeswas completed on 11/11/24 at ****** miles by one of our ASE Certified Technicians. After that service, the vehicle was brought to ****** for an unrelated service, during which a ****** technician unfortunately stripped a lug nut and damaged the wheel.
  We want to clarify that our technician did not cross-thread the lug nut, and the rim damage occurred as a direct result of the removal attempt made by the ****** technician.
  As a goodwill gesture, the Earl Stewart Toyota ****************** replaced the hub and associated parts at no charge. For any further resolution regarding the wheel damage, we kindly recommend directing your request to ******

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23385769
  
  I am rejecting this response because:

  Earl Stewart Toyotas response is both inaccurate and irresponsible. 
  
  1. ****** is NOT in the business of prying on tires to remove them when the lug nuts are not easily removed. 
  
  2. The only reason a lug nut would spin and not loosen is if the lug nut had been cross-threaded by the last mechanic to tighten them.   
  
  3. ****** tire did a VIN search to see who was the last to service the wheel. This is why they sent me back to Earl Stewart Toyota to have the lug nut and bolt repaired. 
  
  4. ***** ******** explained that it was very common for lug nuts to get cross-threaded and why it should only take about 90 minutes to repair.
  
  5. After 2 hours, Mr. ******** informed me that the lug had suffered catastrophic damaged during the attempt to remove the rim.  This is why the lug had to be replaced.
  
  6.  I took the photo of the lug while it was still in the Service shop to demonstrate and record the damage done. 
  
  7. The next day, when I received the car, no mention of damage to the rim was mentioned. 
  
  8. It was at that time I took the additional photos and spoke with ****** ******, the Vice President of Customer Relations.
  
  9. She guaranteed me that due to the long weekend, the situation would be resolved to my satisfaction when the ****************** reopened on Tuesday, May 27.
  
  10. On Tuesday, May 27, ***** ******** informed me that he and the ****************** Manager, **** *******, decided to reject any and all responsibility for the damage to the rim.  They blamed the mechanic at ****** Tire for attempting to pry the rim off the lug without first loosening the lug nuts, causing the damage evident on the rim.  Further, they asserted the lug bolt damage was caused after they somehow removed the lug nut, only to cross-thread it while unnecessarily replacing it back on the vehicle, only to then attempt to remove it again, thereby stripping the lug bolt.

  11.  The logical and actual cause of all of this is when the mechanic at Earl Stewart Toyota completed the original brake job, he made a mistake of cross-threading the lug nut when completing the job, then attempting to hide the mistake.  If I had a flat tire, or some other reason the tire would have needed to be removed under roadside conditions, this predicament would have been far worse.  

  The Chain of events listed above proves that Earl Stewart Toyota is directly responsible for the damage to my rim and should be liable for its replacement. If their mechanic had not cross-threaded the lug nut originally, all of this could have been avoided.  

  I am requesting $500 to have the wheel rim replaced at a qualified ***** dealership. 
  
  I will not be satisfied by anything less.  

  
  Sincerely,
  
  Cyrus Ghodsee

  

  Business Response

  Date: 06/18/2025

  To Whom It May Concern,
  
  Our technician torqued the wheel lug nuts to the manufacturers recommended specifications prior to the vehicle leaving our service center on November 11, 2024. The customer returned after visiting another facility, reporting damage to the wheel hub and rim.
  
  After inspecting the vehicle,we found no evidence that the damage occurred while in our care. However, as a goodwill gesture and in the interest of customer satisfaction, we replaced the hub assembly and associated parts at no charge.
  
  We regret the situation, but we are confident that our service department did not cause the damage in question and therefore respectfully decline responsibility for any additional reimbursement.

• Initial Complaint

  Date:04/05/2025

  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 went for service on 3/22/25 due to a liquid leaking from my car. I asked the service advisor Leduar Nazala to let me know what the issue was and cost. Nothing else was done wrong when I took the car in. They told me the oil pan was leaking, and I signed to have them repair it for $1164.00. When I drove away after the repair, i heard a whirring sound and felt a vibration in my car. I turned around right away and went back. The service advisor Leduar, and the mechanic both drove the car. They both said nothing was wrong and they could not hear or feel what I was talking about. I drove home, and minimized my driving for the week. I took the car to another Toyota dealership - Earl Stewart Toyota - and asked them to completely inspect the car for what was causing the vibration and sound. They charged me $92.96, and said the rim was bent and 2 of tires were over-weighted. They said the Palm Beach mechanic likely placed extra weights on the tires to offset the bent wheel rim. So, I scheduled an appointment with Earl Stewart Toyota to have the wheel replaced On 4/5/22. I took the car in on this date for service, and also purchased 2 new tires. They performed said service, and when i drove away after, i still heard the whirring sound and felt the vibration. I turned right around and went back. The mechanic, ******, who worked on my car drove it. He said the issue was the wheel bearings. So the Earl Stewart Toyota still had not fixed the issue, but charged me anyway for the so-called bent wheel that they said needed to be changed. And the two tires. Total cost at **** Stewart was $1240.75.

  Customer Answer

  Date: 04/08/2025

  The complaint is due to the issue not being fixed at all, after I paid for a brand new wheel and two tires. **** Stewart dealership tried to charge me another $500. The issue has not been solved.

  

  Business Response

  Date: 04/14/2025

  3/29/25-Vehicle came to our service department for the first time with a complaint of, Vibration and abnormal driving at highway speeds...  We found that the vehicle was previously worked on at a different repair facility and they had added wheel weights all around the rim to compensate for a bent rim.  See pictures attached. Owner was advised by our service advisor and given an estimate to replace the rim. 4/5/25-Subsequently the owner returned to have the *** replaced. The vehicle was test driven by our technician and found that the vehicle vibration while driving was repaired.  Customer then drove vehicle and stated there is still a noise.  It was then determined that the vehicle needs a wheel bearing.  While investigating the owners concern further, we found that prior to the vehicle coming to our repair facility it was repaired at a different repair facility for running over road debris.  See below.  This was not disclosed by the owner at any time during our repair attempts.  The event of running over the road debris had caused hidden damage via the noise while driving that was not readily discernable during our initial test drives.  We then advised owner to replace the wheel bearing, and the repair was postponed by the owner.  The bent wheel and excessive wheel weights were shown to the owner and fully disclosed prior to the replacement of the wheel. 
  
  In conclusion the repairs performed were warranted and further repairs need to be performed to return the vehicle to proper driving condition. 
  
  Pictures support replacement of the bent rim and shows excessive wheel weights.
  
  Repair statement 3/22/25 from the previous repair facility prior to our repairs:  ENGINE MECHANICAL ~|~CUSTOMER STATES VEHIKLE IS LEAKING OIL ON THE DRIVEWAY, ON THE DASH IT STATED ENGINE LEVEL LOW, SHE ADDED OIL. C/A ~|~CUSTOMER RAN OVER ROAD DEBRIS CAUSING DAMAGE TO OIL PAN (OIL PAN IS CRACKED) ~|~REPLACED OIL PAN, TEST DROVE VEHIKLE NO OIL LEAKS AT THIS TIME
  

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23166063
  
  I am rejecting this response because:
  
  I absolutely did mention that my car was serviced at Palm Beach Toyota the week prior. If the technician did not document this, that is the fault of Earl Stewart Toyota. I would happily return to the dealership to speak directly with the service manager who took care of everything when I was there. I would be open to an honest conversation with him about my case. He absolutely heard me say that it was at Palm Beach Toyota, and that my car still vibrated and made a noise when I returned within about 10 minutes of leaving from my first service at **** Stewart. I have the paperwork with his name on it and I will be happy to speak with him

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

  

  Business Response

  Date: 04/17/2025

  We're happy to sit down with Ms. ******* to discuss resolving the issue. Please feel free to reach out directly to ****** ****** ************ or **** ******* ************.

• Initial Complaint

  Date:03/03/2025

  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.

  I agreed to a sale of ******k on a car that is TEN YEARS OLD.I spoke with my finance company today. And was told I signed for 28k for a 2015 **********I put $7500 down.

  

  Business Response

  Date: 04/09/2025

  Ms. ******** purchased a 2015 ***** Crosstour from our dealership on July 6, 2024.  The selling price of the vehicle was $16,995.  She purchased total loss protection and an extended warranty as well.  With tax and registration her complete bottom line was $21,892.  She made a down payment of $7,500 and financed $14,392 with **************.  I believe the $28,000 figure Ms. ******** saw includes the roughly $6,500 in interest charges that would be incurred during the duration of the 72 month loan.  Assuming the vehicle is not paid off early.

• Initial Complaint

  Date:01/28/2025

  Type:Customer Service 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 have experienced extremely poor customer service at ********************** service department for my visit for regular maintenance and to obtain my 2nd key on January 22, 2025.I reached out to the Service manager **** ******* and VP of customer relations ****** ****** to express my frustration and give them a chance to deal with this situation.****** left me a voicemail the next day 1/23/2025, and I returned her phone call and left a voicemail, but never heard back from her.On 1/24/2025, I received an email from ****, Dear *** *****,I apologize for our associates action on the day you were in for service. This is unacceptable and we will make sure this does not happen again. Please let me know the time and day during the week that you would like to come in and I will make sure your visit is a pleasant one. Our parts department is holding the second key for ****** I emailed him back on 1/25/2025 with a day and time where I was going to be able to go back to the dealership and im yet to hear back from ******* it seems like poor customer service and wasting peoples time are a part of the experience at Earl Stewart Toyota.

  

  Business Response

  Date: 02/10/2025

  Dealership owner Josh *********************** personally spoke with the customer, apologized, and invited them to return to the dealership. The customer chose to have their second key fob programmed at another dealership.

  Customer Answer

  Date: 02/10/2025

   
  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,
  
  Shady *****

• Initial Complaint

  Date:10/10/2023

  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.

  This business sold me two cars on two different occasions. My first car had electrical issues and I decided I was just unlucky and got a bad car. The second car the first month I bought the car it over heated and needed repair. Now it over heats daily and I have a feeling it is going to break down any day now. I went back there thinking I could trade it in to get something better and the car I bought for 22k they want to offer me 6k. This place is s******* over the working man. They won't do anything to fix the car and could care less if something happens to me or my car. They fix and clean the cars good enough to sell and then a month or two down the road they fall apart. If it was one car I would totally understand and just say I'm unlucky but when it's two cars back to back. I don't know I think something fishy is going on here.

  

  Business Response

  Date: 11/01/2023

  ****************** brought his 2017 **** Explorer (purchased at Earl Stewart Toyota on 4/2/21) into our service department with an overheating issue on 4/27/21. We replaced the radiator at no charge and provided a rental vehicle at no charge while the repairs were made. We have nor heard from nor seen ****************** since.

  

  Business Response

  Date: 11/01/2023

  I wanted to clarify that our service department was never notified of any additional overheating problems. ****************** did inquire about trading the vehicle in the sales department recently and was unhappy with the appraisal. We appraise cars based on mlles, condition, and current market values of like vehicles. We have professional appraisers who assign values honestly.