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:02/16/2025

  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.

  My husband brought the vehicle into for routine maintenance. After he was quoted a bill, I had called to ask why our coverage through Geico and the dealership wasnt being honored for the visit. I had spoken to associate ***** ******** and was told that the warranty was canceled even though we have a 3 year term. I advised that we had only had the vehicle for about ***** years. He told me that its because of the miles on the vehicle. So I asked him why we are paying for warranty without coverage and if it was solely payment to fill the associates pockets. I let the associate know that this charge wasnt going to hurt us financially but what about down the road if we would be charged hundreds of dollars with insurance why isnt Toyota honoring that. At which point associate ***** ******** continued interrupting me making it impossible to word my frustration and find a solution. I finally had to ask if me as the customer could have a word in so that I could understand this and future charges. You pin airing my frustration with paying for a service and it not being honors the associate then proceeded to ask me about my job and how I handle day to day at said job. I responded that if I had done something wrong or if it was the result of the company I worked for that I would address it. Finally after the associate heard this he told me that he has other customers waiting and that my call wasnt relevant enough to continue. Before hanging up ***** ******** told me that he couldnt continue to address my concerns when he had others waiting and hung ***** concern is will my warranty continue to cover expenses and if not why was it canceled before the end of the 3 year term. When I purchased the car, I was told that because it was used there were already calculated miles on the vehicle but because the vehicle had only been owned for a few months that the dealership would honor the new car warranty.

  Business Response

  Date: 02/17/2025

  We appreciate the customer bringing this concern to our attention.   We would need more details on this concern because we do not show that the customer purchased any extended service contract at time of purchase.  The vehicle would have had any remaining warranty from the manufacturer that was remaining at time of purchase. The *** warranty is 3 years (from original in service date) or 36k miles whichever comes first.   In addition Toyota provides no cost maintenance for the first 2 years (from original in service date) or 25k miles, whichever comes first.   We are not familiar with anything that ***** would have provided the customer if the customer has benefits through *****.  We are happy to provide more details to customer if they call **** ********* at ************.  

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22948588
  
  I am rejecting this response because: when I purchased the vehicle the mileage was already calculated at 3k miles and I was told that Toyota would honor the new car warranty. I also address the dissatisfaction with the customer service that I had received from ***** ******** and would like to know how Toyota is going to correct this so that it never happens again. Is it Toyotas policy to ask customers about their unrelated day to day at their job. When I come into Toyota as a customer am I supposed to be treated with respect or is this just subject to certain customers?
  
  Sincerely,
  
  ****** ******- *******

  Business Response

  Date: 02/25/2025

  Again, we appreciate the customer bringing us this concern to our attention but we are struggling to understand what exactly we can help with to further clarify what aspect of purchase is not meeting expectations.  The vehicle at time of sale, had a new vehicle warranty in place that is good until 3 years (from original new purchase date) or 36k miles whichever comes first.  Other aspects of the vehicle warranty contain longer periods of coverage.   We are happy to provide more details at customers convenience and are happy to clarify any other questions the customer has if they call **** ********* so we can get more clarification as to the details of the concern to help better answer the specific concerns regarding warranty or service. 

• Initial Complaint

  Date:09/13/2024

  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 bought a brand new Toyota Corolla se from Toyota of Melbourne as I have had this car its been in the service department over a dozen times and Im tired of it I have the window seal fixed 3-4 times and it still is messed up and the plastic in the car has dots on it around the shifter and they blamed me and said I caused it even tho the stuff I used was for plastic even tho they scratched it all up. When I bought the car there was pollen all over the car and we bought it around 11 PM at night and we brought it back the next day like they told us to and when they washed it, I found a dent right under the driver side doors mirror and they will not fix the dent they blamed it on road debris, even though theres no way for me driving at one time to my house in the night and then coming back the next day in the morning to get my car cleaned and Everything and it was reported as The car had the dent when I bought it and I keep taking my car back and trying to get it serviced for this door problem and they wont help me. They said theyve already fixed it. I hear air coming through my door. Then my engine mount had to be replaced on the car and its just outrageous. I am seeking for them to buy my car back and give me my money back. I also have proof that they were not reporting to Toyota that they had my car and days that I brought my car in to get it serviced and they made me drive all the way to the dealership, which is over an hour away from my house and then I get there and they tell me they cant help me and then my car goes through the service department and the guy goes with me on rides and stuff and tells me everythings fine with my car And then I asked them for paperwork on every single thing theyve done and they dont wanna give it to me and then there was no record of me being there that day. Also I Go to **** ****** Toyota in Cocoa and they found out the engine mount was bad and they said the car should never been sold to me like this

  Business Response

  Date: 09/16/2024

  We apologize that the customer has experienced some problems with their new vehicle.   Our records indicate that the customer has only visited our dealership for service 3 times, on 3/11/2024, 3/16/2024 and on 05/02/2024.   The customer brought up an air noise concern on 3/11/2024 but declined to have it further inspected at that point due to time concerns.   The customer returned to have noise inspected on 03/16/2024 and at that time we found a faulty seal on the front 1/4 window and it was replaced at that time.    The next time we heard from customer was on 05/02/2024 (on 04/19/2024 customer had also visited a different ********************** dealer but it does not show any work was performed) complaining of air noise around window and the center console had spotting (we've attached pic of the console for review).  At this time we made further adjustments to the same 1/4 window seal to address the problem.   The spotting was declined by Toyota warranty because it was damaged by an outside liquid that stained and created spotting and these spots have been acid etched into plastic area.  The spotting was caused by outside influence and was not defective so warranty would not replace it.   As a goodwill gesture we did however offer to cover 100% of the labor charge if the customer wanted to purchase the part and we would be happy to install at no charge.  We don't know the details behind the engine mount concern as it was not brought up at our dealership during the visit history.  That dealership should be contacted for further details regarding engine mount.   We unfortunately are not authorized to handle a buy back for Toyota.  Toyota motor sales should be contacted regarding a potential buyback request.

• Initial Complaint

  Date:09/12/2024

  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.

  Warranty expires ******/ 5 ********* vehicle cylinder valve needs replacedy 3 yrs. after bought. Had Toyota 16+ years I had to replace alternator. Just over warranty & service light comes on. Dino/Advisor states cost repair. He escalated to Headquarters to pay 100% as goodwill. Diagnostic-needs Cyl. Head @ $8,674.92 or Engine Replace w/new/used engine w/61,000 m @********* Headquarters told Dino/Advisor/Toy of Melb. I would have to pay $5,998.31 &Toyota would pay $3,792 for cyl. Not fair. ****/Advisor said to escalate up & states have been a couple vehicles w/problems. He provided me contact ********* address. Filed ********* 9/10/24/emailed letter to escalate claim (Reference #************) 9/11/24. Escalated to ********************* states they will not do anything. I called Toyota 9/12/24, escalated. ****. service states wont help- **** said due service history. I explained faithfully completed & kept up all oil changes w/Toyota & at oil lube places. Explained issue had to be going on be4 warranty expired as catastrophic occurred when light came on just after warranty expired. I maintained upkeep w/car detailing, new tires, air in tires as needed. Bought veh. expected to have a long time. I am supposed to accept spending $38,000 on veh. & spend again 3 more yrs to have it happen again, dropping $38,000. more. Do repair then another cyl goes bad due to possible design flaw or lemon? Extremely unhappy, w/Toyota not taking care of customer 100%. Poor cust service. Alot for me to spend this *** of money. 63 trying to set up to have reliable veh for retiremt in a couple of yrs. This changes everything w/the way economy is, No silver lining down the road. Can you help! Dont trust THIS VEHICLE will be100 % if repaired. Concerned, weighs heavily on my shoulders for safety sake.

  Business Response

  Date: 09/16/2024

  We have investigated the customers concern regarding the warranty on her vehicle.  Unfortunately the lack of warranty coverage in this case cannot be overridden by our dealership because this is a Toyota ********** warranty.   As the customer has stated, the powertrain warranty actually expired at 60k miles.   On March 29th, 2024, and with *********************************************** for service with a check engine light on that we diagnosed as a air/fuel imbalance fault that required additional diagnosis to determine the cause of this imbalance.  At this point the warranty had already expired and the customer declined the additional time required to determine the cause of the fault.  The customers next visit was not until 9/10/2024 with ************************************************************************************************************************************************************************ engine.  Despite the fact that the warranty had expired (had expired BEFORE the visit in March 24), Toyota has agreed to cover 100% of the parts required to remedy the issue (customer must pay the labor).  We can understand the frustration involved in the needed repair and can offer to further discount the labor some additional amount but there is little we can do to get Toyota to cover the full repair as the vehicle was outside warranty coverage when the problem was brought to our attention.   The customer can call ***** ***** (Service Director) to discuss the additional labor discount we can help with.  

  Customer Answer

  Date: 09/19/2024

  I disagree with toyota. I did not agree to pay labor. I see they do not stand behind their brand. I will make it know. I serviced my vehicle faithfully with oil change. With engine catastrophic light coming on means that issue ensued, building up before this catastrophic light came on. Truck only 3 yrs old. Fixing issue means thus lemon would have another issue pop up. Can't trust another cylinder or engine trouble won't arise again with this vehicle. Ashame as I have taken care of this. I see they do not stand behind their product

  Customer Answer

  Date: 09/30/2024

  I did respond right after toyota commented that I disagreed with what they said. This is not fair their decline to do anything. You should have received my reply over a week ago.

• 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.

  Two weeks ago, I went to the body shop at this dealership to repair my windshield cracked. After they gave me a quote for replacing a new windshield, they told me my insurance would cover 100% of the repair cost. So, I filed my insurance claim and gave them the Claim #, meanwhile, I paid with my credit card to order a new windshield. After the repair was done I came to pick up my car. I thought my insurance would pay them the remaining balance, but they told me if I pay it for now, and then submit the claim to my insurance they will reimburse me back in full. When I submitted the invoices to the insurance company, they said they would cover about half of the repair costs since the shop overcharged me and did not follow national guidelines for glass repair pricing. I thought they should be communicated with my insurance, but I was wrong. I called the body shop back to explain the situation, and they said they don't deal with the insurance company so it's between the insurance company and me. They will provide misleading information, now I'm on the hook for half of the remaining repair costs.

  Business Response

  Date: 09/16/2024

  We appreciate the customer bringing the concern to our attention.   Unfortunately we cannot control what an insurance company reimburses a customer.   The customer came to visit us with a windshield that was in need of replacement.   We disclose before work is performed that we use only OEM Toyota parts and insurance claims are between the customer's insurance carrier and the customer.   In this case it seems the insurance company is not reimbursing the proper amount of money for a replacement.   This could be due to a number of different reasons including but not limited to the deductible taken into account, the way the policy is written, the insurance carrier policy regarding windshield replacements, and requirements by the customer to open the claim per the policy guidelines.   We will however help by goodwill gesture by reimbursing the customer 50% of the amount they did not get reimbursed to help out.  ***** ***** from our service department will reach out to the customer to arrange the payment to the customer.  

• Initial Complaint

  Date:09/03/2024

  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.

  They sold me a car years back and refuse to help me get out of it, they sold me a car over priced and I had just got into a wreck and they knowingly did this knowing I had to get a car that day to drive. I was treated rude in front of my whole family, the manager wanted to argue instead of help me. Im a ************************************************************************** at least understand how locked into a purchase they will be due to the structure that they had set up.

  Business Response

  Date: 09/07/2024

  We have investigated the customers concern.  The customer purchased a vehicle in May 2023.  We can certainly appreciate that customers can have a change of heart about a purchase we have not heard anything regarding these concerns over the past year and a half?  The goal with every customer is always to find a vehicle that meets a customers budget and also fits their needs and at times purchase the sales representative said the customer was happy with the Prius that fit his budget.  At the time of purchase, the customer's sale price for the Prius he bought was UNDER the published retail value as referenced by 3 different third party industry valuation guides.  Sales tax, other applicable registration/titling fees and extended service contract ultimately raised the bank financed higher.  We can only assume that because the customer's loan is so early into the loan cycle that the vehicle has depreciated (based on current condition, mileage added since purchase, and a multitude of other factors outside our control) to below what the payoff is and that is causing frustration for the customer because it's difficult to trade in so early in the loan cycle.  It is likely that no matter what type of vehicle the customer were to have purchased, that it would be difficult to trade in so early based on the bank loan approvals available at the time of purchase unless a substantial amount of additional down payment was applied at purchase date.   That being said, the customer did purchase an extended service contract, so if the customer is trying to trade the vehicle in because of a problem they are having we are certainly happy to assist in diagnosing and helping the customer back on the road again.  Please contact *************************** at the dealership to set up an appointment to have the vehicle looked at so we may assist.

• Initial Complaint

  Date:06/10/2024

  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.

  Had all 4 tires replaced on my vehicle at the dealership on June 4th. On the morning of June 5th, less than 24 hours following this maintenance and the first instance when travelling at highway speeds, the front left tire ran flat and was required to be replaced with a spare. This flat resulted in damage to the vehicle as well as the loss of a brand new tire. An attempt to contact the service department was made after the dealership opened on June 5th and a message was left describing the issue with the improperly performed work and requesting action to rectify the situation. The dealership has failed to respond in a timely manner. A full refund of the unsatisfactory service is requested to account for damages, repairs, and unforseen additional costs from the degradation of vehicle reliability as a result of the improper work.

  Business Response

  Date: 06/12/2024

  We feel horrible that our customer had a tire issue soon after having the work completed.   While we believe it was likely due to a road hazard, we have reached out to customer and offered to replace the tire and the related damaged parts as a goodwill gesture.  We have set up an appointment to get the work completed.  I

• Initial Complaint

  Date:05/30/2024

  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.

  Advertise through your website "We will meet or beat any Toyota Competitor Coupon or Estimate". Yet, you don't take care of my bill, don't call me, don't email me back, & don't write to my mailing address. ***************** Toyota phone ************ Melbourne Toyota phone ************ Location: *************************************************** where serviced. Service Inv. TOCS730125 Date 02/29/2024 ***************** Toyota charges $189.00 per hour being $549.43 for labor on fuel pump work. Total bill $1,150.05. Melbourne Toyota charges $175.00 per hour.Regarding front speed sensor RH circuit stored in ABS System ***************** Labor $132.57 & Total bill $549.23. I talked to ************ about the sensor thinking their work and for tire warning flats. They indicated it hardly ever never gets replaced. I want the part looked at by my *** Toyota,Someone pulled upon my driver side Visor out of it's socket & witnesses at the ******************** whom helped me contact AAA that it was not pulled out of it's socket. Showed Visor out to after hours manager when I was there for pick-up.Melbourne charged total $2,472.22 ***************** charged would be total $1,699.28 2/24/2023 Tire Kingdom Order ************ MV-9488 for 4 new tires Michelin Defender LTX M/S 8/28/2023 Tire Kingdom Inv. ******** for Test TPMS ****************** Note: Regarding front speed sensor RH circuit stored in ABS System done by Melbourne 8/30/2023 ***************** Inv. No. TOCS764624 MO: ***** ************* change Noticed that everything on report was green checked except for nail in the tire. For Comments: Brake lining, tire ****** ****** pressure measurements.1/3/2024 Tire Kingdom Inv. ******** St:4169 WO:00008097 front brakes with 1 yr. labor ******************* warranty brake pads/shoes. Brake System flushed. False Advertisement see website about meet or beat any Toyota Competitor and then ignore me. Your bill $2,472.22. ***************** bill $1,699.28. I want $1,322.17 ($772.94 + $549.23) plus Driver Side Visor replaced.

  Business Response

  Date: 06/05/2024

  We appreciate ******************** bringing her concern to our attention.   After investigating the service charges and calling the other dealer she is comparing the quote with, it turns out the other dealership was not provided all the pertinent information to compare equally with what ******************** was charged by us.   ******************** dropped her vehicle off complaining of a check engine light on.   We do not charge for the 1st hour of diagnosis time to the customer.   Unfortunately the check engine light was related to multiple possible failures that had to be systematically checked so as to eliminate each possible cause.   The customer authorized an additional 3 hrs of diagnosis time to determine the cause of the fault to correct it.   These labor hours for diagnosis time were not included when she called the other dealer for a quote on the work we performed.  She also did not includ the rental vehicle she requested that had a charge to it.  Furthermore the customers labor rate was discounted to only $145 per hr (from $175).  The other dealer's labor rate is higher by $44 per hour higher and when combined with the total hours required to fix her vehicle actually saved her an additional $264 in labor vs the other dealership ($145 per hr vs $185 per hr x 6 hrs of labor).  The bottomline is the comparison used to determine the difference in what she paid was made by asking the other dealer what they would charge to do a specific task without including any diagnosis time and left out multiple line items (rental, taxes, diagnosis time, etc) that would have made the other dealers quote more money that what she paid to our service department.   We are happy to look into her sun-visor concern if she would like to call *************************** at *****************.  We will be happy to replace it if she is having an issue with the sun-visor at no charge.  

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21782060
  
  I am rejecting this response because:  I do not recall for additional 3 hours of diagnosis time or even been asked for I ONLY needed a fuel pump replacement.  Furthermore, I did not need the other job done because, according to Tire Kingdom, that particular part hardly ever needs to be replaced and has nothing to do with the flat tire censor which is located inside the tire that I thought Melbourne Toyota was talking about.  Since I purchased all four new tires from Tire Kingdom and thought Melbourne Toyota was relaying information about this particular flat tire censor part.  I now know it was a different part and still want ***************** Toyota to examine this replaced part.  Nothing in their answer talks about it.  Furthermore, I do not need filters because I had them both replaced at ****** miles and again both replaced at ****** miles and this vehicle has not reached ****** miles when Melbourne Toyota gave my filters a red flag when it was a green flag at ****** miles by ***************** Toyota.  Also, ***************** Toyota had checked my spark plugs in the past inspection and was graded green flag whereas Melbourne Toyota indicated it needs to be replaced.  The only thing agreed upon on their response was the Visor replacement.  However, if possible, since I'll be servicing for my synthetic oil change at ***************** Toyota when I finally have ****** miles on my vehicle that Melbourne Toyota will pay ***************** Toyota for the complete Visor job parts and labor installed due to how far away Melbourne Toyota is from where I live compared to ***************** Toyota.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/12/2024

  We can understand ********************* frustration.  We can also understand that when other businesses make assumptions about part or parts that rarely fail it can cause assumptions and confusion.  In this case she had an emergency code stored in her vehicles ECU.  The code number (1 of 5 separate codes) was C1464 for ABS speed sensor.  The only remedy to fix that code was to replace her speed sensor at that wheel location.  While this might be a rare occurrence according to the other repair facility that did not diagnose the problem and is simply making assumptions, it indeed had failed and needed replacement.  We will stand by the other items that ******************** described as being red vs green on inspection report, she opted not to move forward with the work so they play no role in the charges she is disputing.  We are however happy to have the dealership she prefers to take us up on our goodwill replacement of her sun-visor.   That dealership can contact ********************* at our dealership to get that work authorized.  

  Customer Answer

  Date: 06/13/2024

  I am still requesting the original part **** speed sensor" from my vehicle to be inspected by ***************** Toyota to physically see if it was bad at all!  I believe Tire Kingdom since I have owned more than one vehicle driven over ******* miles and never had this particular part get replaced or ever go bad!  Please send the original part from my vehicle of the **** speed sensor" directly to my dealership of ***************** Toyota for physical, hand on inspection.  Their estimated prices were less than what you charged me with labor included.  Also, your website "We will meet or beat any Toyota Competitor Coupon or Estimate".   

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21782060
  
  I am rejecting this response because:
  I am still requesting the original part **** speed sensor" from my vehicle to be inspected by ***************** Toyota to physically see if it was bad at all!  I believe Tire Kingdom since I have owned more than one vehicle driven over ******* miles and never had this particular part get replaced or ever go bad!  Please send the original part from my vehicle of the **** speed sensor" directly to my dealership of ***************** Toyota for physical, hand on inspection.  Their estimated prices were less than what you charged me with labor included.  Also, your website "We will meet or beat any Toyota Competitor Coupon or Estimate".   
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/17/2024

  While we can appreciate the customers response, the parts they are requesting now were never requested to be held for customer pickup when she authorized the work.  We would have been happy to have returned the old part if the request had been made but at this point we dont accumulate bad parts at our dealership.  We can reassure the customer that iwe have 100% confidence that the *** speed sensor was at fault.  f the part was indeed not the fix then the computer fault code light would not have gone away once the proper fix was implemented by our staff.  The *** speed sensor was faulty and triggered the light on dashboard.  As a precaution the fault code was reset before the part was replaced to ensure it wasnt a temporary anomaly.  The fault code in the ecu immediately returned after it was reset. At that point it was determined the *** speed sensor was causing the error.  4 abs speed sensors are present in the system and only 1 was creating the fault code.   We will also remind customer the work was  authorized before the repair was completed.  

• Initial Complaint

  Date:02/27/2024

  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.

  My wife and I purchased a 2021 Toyota Tacoma on 2-23-2024. While we were in finance, finishing the purchase, the salesman brought in the owners manual and all keys and key fobs and put them on the desk, at which time I stated, " oh, there are 3 fobs", I was surprised as the norm is 1 to 2 keys for most used vehicles. The salesmen left with one fob to go switch the plates from our trade to the new vehicle and during the excitement of having just purchased the truck i failed to ask for the third key fob. Once home, I went to make sure we had all the fobs, I realized we only had 2. I returned to the dealership the next day and was told that I had mistaken the metal key for a key fob and there were only 2. I have been a professional automotive technician for 30 years and have been working at a dealership for over 5 years, I am quite aware of the difference between a "standard" metal key and a key fob. They have repeatedly denied the existence of the third key fob and even stated that I do not know the difference. I have 2 key fobs and 1 "standard" key, the 2 fobs I posses appear to be unused, the third fob in question is a WELL used key fob. I want them to provide me the third key fob which is programmed to my vehicle.

  Business Response

  Date: 03/13/2024

  We apologize for the late response, we confused this concern with a different concern earlier.   
  

  We understand the frustration that the customer is experiencing but we believe what the customer heard and what the salesrep said was simply a misunderstanding.   The vehicles all come from factory new with 2 key fobs that operate the vehicle.  We can only surmise that the sales rep might have had a different key in his hand during the conversation about how many keys were included.  The vehicle the customer purchased was checked into our inventory with only 2 keys included.   As a goodwill gesture we will be happy to have an additional key made for the customer due to our communication error.  The customer can contact *************************** to schedule an appointment to have another key programmed at their convenience.  We hope this will resolve the concern and apologize for the miscommunication.  

• Initial Complaint

  Date:02/12/2024

  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.

  I purchased a 2021 Toyota 4Runner Limited. I was supposed to receive a second key with the vehicle "upon delivery" according to their own document and never got that second key even though they charged me $199 for it!!!I finally got a second key after MUCH DELAY AND ATTEMPTS TO DODGE THE AGREEMENT.However, they DID CHARGE ME $199 FOR A SECOND KEY EVEN THOUGH IT WAS CONTRARY TO THEIR OWN DOCUMENTS - A CLEAR RIP OFF!!!

  Customer Answer

  Date: 02/12/2024

  Finally When I purchased my 2021 4Runner they were supposed to provide two keys for the vehicle. They only gave me one. When I asked for the second key they tried to dodge that as well, and at one point tried to charge me over $500 for it until I showed them THEIR OWN DOCUMENT STATING THAT I WAS SUPPOSED TO RECEIVE TWO KEYS UPON DELIVERY. They finally relented and after spending an entire day at the dealership, gave me the second key.

  When I purchased the vehicle, they also charged me $199 for a "key replacement" fee, even though I never a second key, nor have I ever asked for or wanted a "key replacement." I simply wanted the second key that they claim in their own documentation that I am supposed to receive upon delivery of the vehicle.

  I want to be refunded for the $199 that they corruptly charged me for a key that I never got, and shouldn't have been charged for in the first place.

  Business Response

  Date: 02/13/2024

  We appreciate ***************** taking the time to bring us his concern.  We are refunding his $199 charge and will send a check out this week.  We apologize for confusion with his key as he should have received a second key when he took delivery.  They replaced his key using his key replacement policy which caused a $199 deductible per the policy when he should have gotten one at no charge as part of his deal.   This was a mistake and we apologize.  *************************** will work on getting his $199 expedited immediately.  

  Customer Answer

  Date: 02/13/2024

   
  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.

  However... I REJECT the premise provided by Toyota of Melbourne: "They replaced his key using his key replacement policy which caused a $199 deductible per the policy when he should have gotten one at no charge as part of his deal.   This was a mistake and we apologize."

  They did not replace the key prior to completing the policy which both shows the $199 charged to me as well as their statement that I was supposed to receive two keys on delivery; so the deductible charged in the policy was printed even before I began this process for resolution.

  Furthermore, they strongly resisted provided that second key and as stated in my original complaint, I spent an entire day at their dealership vocally broadcasting my displeasure in their showroom for all to hear. They were simply responding to this pressure after much effort to avoid it.

  Additionally, I believe it was this pressure I was applying that drove them to seriously mar the paint on the hood of my car - IT WASN'T THERE WHEN I PURCHASED THE **** NOT WHEN I TOOK IT IN TO THEM FOR SERVICE. IT APPEARED AFTERWARD.

  FRANKLY... I THINK I SHOULD HAVE MY CAR REPAINTED!!!

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

• Initial Complaint

  Date:01/21/2024

  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 used vehicle at Toyota of Melbourne for my daughter. I bought the extended warranty because of it being used. I was told all the safety inspections had been done and it was good to go. After taking the vehicle I found out that the brakes were not good and contacted them. They stated they were fine and the vehicle is as is. I said what about the premium warranty I got. They said that doesnt cover wear and tear. Well since I hadnt even driven the vehicle wear and tear didnt apply here. The price ended up being much more than what I saw on paper. But I accepted that it was the brake issue that I am so upset about. I put a review on ****** and spoke with the salesman and was just ignored. I either want the repair done or a refund for my expense to get it done.

  Business Response

  Date: 02/01/2024

  We appreciate you bringing us this concern.   Our records show that we last inspected the customers ****** Altima in Oct 23.  Customer stated that the brakes were squeaky.  We inspected the brakes and found the brakes are performing as designed.   Unfortunately the extended service contract will not replace brakes that make occasional noises based brake dust buildup especially if they are performing as designed.   That being said, we are happy to reinspect the brakes to see if something can be done to minimize the noise coming from the pads.  Please contact *********************, our service director at your convenience to schedule an inspection.