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:07/16/2025

  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.

  On August 29, 2024, I purchased a 2024 Toyota Tacoma from Germain Toyota of Naples. As part of the transaction, I selected a protection package that included a Permaplate Appearance Protection Plan and a ************************ Contract. These were bundled into my lease and increased my monthly payment from $515.29 to $603.55 a difference of $88.26/month. Over 36 months, this totals $3,177.36 in added charges for coverage I was told would be active immediately.I have since relocated to ******* and recently attempted to file a claim under both plans. However, both warranty providers (Permaplate and ********) informed me that my VIN was never registered by the dealership and no coverage exists in their system. I have reached out to Germain Toyota via phone, text, and email multiple times since early July, but Ive only received vague acknowledgments and no action to fix the ******** of now, I am paying monthly for a service I cannot use, and necessary cosmetic repairs to my vehicle are being delayed. I was never informed this would require additional steps after purchase, and I should not be responsible for chasing down coverage that should have been activated by the business.I am requesting either (1) immediate activation of the Permaplate and Fidelity protection plans for the remaining term, or (2) a full refund of $3,177.36, which reflects the total I am being charged through my lease for the undelivered coverage. Additionally, I request cancellation of any remaining monthly charges related to this protection, and reimbursement of any future out-of-pocket repair expenses I incur due to the dealerships failure to activate the plans.

  Business Response

  Date: 07/17/2025

  We are looking into why the customer was told this, we have pulled the contracts and all are active. The *****-plate is not through the same provider as the others but is also active. We have provided the information for the perma-plate to the customer as well as provided proof of active contracts for the other policies. If the customer would like to cancel any products we can provide the form and they will receive the pro-rated amount. 

  Customer Answer

  Date: 07/24/2025

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

• Initial Complaint

  Date:07/11/2025

  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 purchased a 2024B for X from the dealership as a new car with full warranty. A few months later I started having charging issues car. I kind of skipped past all the part where they cheated me and lied to me and wrote in things to the contract that Were not discussed with me. I did call Toyota finance and they were made to pay me back $2500 so they were deceptive from the anyway I could not charge the car at home with the 220 larger charger unit so I took it back down there and they are to service the car. They have no way of testing the piece that is under warranty they kept the car for two days. Give me arental car which broke down in my driveway. Then I went back up there and they basically told me there was nothing they could do and I was out of luck what I like to tradeit in? I couldnt believe it. The trade-in they offered me was half of what I paid for the car a few months ago that car nobody wantsanymore. Its an electric vehicle and the price has literally collapsed on the car. There is nothing wrong with the car itself so I cant go after any kind of lemon law. its the head of the nozzle thatgoes into the car to charge it. They told me they dont have any way to test those pieces at the dealership and they just told I was just basically screwed. Nothing they could do. See you later. goodbye I couldnt believe it then they told me they couldnt even give me a rental car anymore because they were not eating that price is basically the man used as terminology so I have a car sitting at home that only using the tiny charge port takes approximately to full days tocharge it. Can you imagine I cant go anywhere unless I use a charging port that you have to pay to use And they will do nothing to help me.!

  Business Response

  Date: 07/11/2025

  Thank you for bringing ***** ********* complaint to our attention regarding the charging issues with her 2024 Toyota bZ4X purchased from Germain Toyota of Naples. We sincerely apologize for the frustration and inconvenience Ms. ******** has experienced, and we appreciate the opportunity to address her concerns. When Ms. ******** visited our dealership for service due to difficulties charging her vehicle with the 220V (Level 2) charger unit,our service team conducted a thorough inspection under the guidance of a field technician. We tested both the Level 1 and Level 2 charging adapters using an ohmmeter and found that both adapters produced identical readings to those of a brand-new unit. These results indicate that the charging adapters are functioning correctly and suggest that the issue likely lies with the installation of the 220V outlet at Ms. ********* home. If the issue is with the homes electrical outlet or its installation, it would be the homeowners responsibility to address. We regret any miscommunication during this process,as well as the inconvenience caused by the rental car breaking down and ************ dissatisfaction with the trade-in offer provided. Our team kept the vehicle for two days to assess the issue but, based on our findings, determined that the problem is likely external to the vehicles charging equipment.Regarding the trade-in offer, we understand Ms. ********* disappointment;however, trade-in values are determined by current market conditions, which have significantly impacted electric vehicle valuations. To resolve the charging issue, we respectfully recommend that Ms. ******** have the 220V outlet at her home inspected and, if necessary, installed or repaired by a certified electrician to ensure it meets safety and performance standards. If *********** has already had the outlet inspected by a certified electrician, we kindly request documentation of the inspection or repairs so we can assist further. She may also contact Toyota Customer Assistance at ************** for additional support. We note that Ms. ********* concerns about the sales contract were addressed by Toyota Finance, which reimbursed her $2,500. We take allegations of deceptive practices seriously and are willing to review any specific concerns about the sales process if Ms. ******** provides additional details. Germain Toyota of Naples is committed to assisting Ms. ******** and finding a satisfactory resolution. Please contact us at ************** or through the Better Business Bureau with any further information.
  
  Sincerely,
  **** ******
  General Sales Manager
  Germain Toyota of Naples
  ****************************************************************************
  **************
  ************************************************************
  

• Initial Complaint

  Date:06/19/2025

  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.

  We purchased a 2025 brand new Highlander on May 31st. When we got home we realized we were never provided the window sticker of the vehicle. I contacted the business manager we worked with, ******. He promised me he would take care of this and after 2 weeks and many inquiries of the status of the window sticker we still have nothing. By law we should have left with that window sticker, which we clearly did not. After many attempts and nothing it has left me with a sneaky feeling they are hiding something.

  Business Response

  Date: 06/24/2025

  This has been order as requested and should arrive by month end, this was filled the same day as the complaint. 

• Initial Complaint

  Date:02/25/2025

  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.

  For starters,I drove almost an hour from ************ to this dealership on Saturday to speak with a finance advisor regarding a ************* refund on my vehicle that I traded in. After waiting 30 minutes for someone to be available, the guy proceeded to tell me that they no longer do that at the dealership and gave me a phone number to call. Well, after calling said phone number. ********** transferred me to ******** where I was told by them that it was a Dealership Responsible refund and I was due $350.86 and that it was made aware to the dealership as of the 31st of December. I have had absolutely no luck reaching a finance manager and Im extremely upset. I was on hold for almost an hour when finally someone answered. All they did was get my last name and number with the promise to call back with more details and never did. Now Im on forever on hold again. I genuinely dont understand why it takes so long to get ahold of someone on the phone for a check of $350 to be sent to me. Whats even more annoying is that the process of buying my vehicle with them was absolutely great. My salesmen, ******** ********, was phenomenal but this jumping through hoops for a refund on the rest of my gap insurance is absolutely INSANE.

  Business Response

  Date: 02/25/2025

  Thank you for bringing this matter to our attention, and please accept our sincerest apologies for the frustration and inconvenience youve experienced. We completely understand how disappointing this situation has been for you, especially after such a positive experience with your vehicle purchase. ******** will be pleased to hear your kind words about his service, and were truly sorry that your refund process hasnt met the same standard.
  Weve reviewed your situation and confirmed that you are indeed entitled to a ************* refund. Were taking immediate steps to resolve this for you. We will reach out to you by 2/27/25 provide you with a confirmation its on its way. Were committed to making this right and restoring your confidence in us. Thank you for your patience and for giving us the opportunity to address this. We value you as a customer and apologize again for the delays and miscommunication.

• Initial Complaint

  Date:01/02/2025

  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.

  Waiting for a warranty refund for over year. Filed additional paperwork in October upon request. Germain Toyota has not confirmed or provided an outlook on the refund. Management is non-responsive to emails, phone calls, or texts. Staff responds infrequently with vague response. Exact amount of refund is unknown due to prorating, but in the neighborhood of $3K.

  Business Response

  Date: 01/03/2025

  Working with customer to locate funds,the bank has ACH the money from our account and may require a call from *****.

• Initial Complaint

  Date:11/05/2024

  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.

  When I had my oil changed on 9/12/24 I explained to the service advisor ***** ******* that the *** on my 2021 RAV-4 was starting to form black mold spots on it. I told him that I wanted the *** removed ASAP because the mold spots look terrible. He documented my complaint which is covered by the Toyota ****** mile new car warranty. He said they would submit it to Toyota and advise me as to the response. It is going on 2 months and I still don't know what is going on. I reached out to and spoke to **** ****** the Customer Relations Manager about the situation. He told me that he has been dealing with multiple owners who have defective ***. For some reason he said he can't get any answers. He told me he would submit my information to the appropriate source to see if he could get some information. That was about 3 weeks ago and I have not heard anything since then. I have tried to contact **** ****** but he does not respond to my online emails through the Germain website. This entire situation is absurd and I want answers. The most important answer I want is when am I going to get the *** removed from my car.

  Business Response

  Date: 11/08/2024

  My name is ****** ******, Service Manager at Germain Toyota. I have reached out to Mr. **** ****. We spoke about the concern and explained to him the previous Service Manager no longer works for the company, and I will be continuing the process to have his PPF removed. Currently awaiting a response from Toyota Corporation.

• Initial Complaint

  Date:10/28/2024

  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 24 Rav 4 and put down 10k . I was told by **** in finance I'd be reimbursed on prior warranties intimate for my upcoming 893. 00 car payment. In 30 days. ***** ***** and **** in finance somehow convinced me to sign and purchase ******** in Xtra gap, & warranties. Unfortunately the refund took more than 30 days and I ended up in bankruptcy due to the credit cards I pitcthe down payment ******* a retired 71 yr old on a budget.I have been ignored and blocked in all emails sent to this dealership im beyond frustration. Please help me collect what is rightfully my money. This is not how a dealership should treat hard working consumers. It's wrong.

  Business Response

  Date: 10/28/2024

  ****** has been in contact with the Dealership, and we are assisting her to resolve the issues experienced. She has the GSM's email and has been provided the contact information needed to track down the money in question. 

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22481345
  
  I am rejecting this response because:

  The manager from the dealership called me and sent me the contract numbers and I had to breakdown the actual figures of the refunds by calling each of the warranty companies to get the final figures. He told me I had to track down where the check would be going. I called the warranty company and did find out they are sending the check to the dealership and they will get it on either 11/10 or 11/11. Once received I would then expect the dealership to send me my money. Once this refund is given I can then close my BBB complaint. 
  
  Sincerely,
  
  ****** ******-******

  Business Response

  Date: 11/18/2024

  The bank has received the refunds from the cancellations and the customer has been made aware.

• Initial Complaint

  Date:10/01/2024

  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.

  I purchased a used Kia **** from Germain Toyota in August. Part of the purchase price included the paint issues to be corrected as there are several. An extra $***** was figured into the purchase agreement to cover the costs. My salesman told me multiple times that Germain Service would contact me to schedule an appointment. They never did, even after multiple attempts to get in contact. I just want either my paint fixed...as it's hurricane season I'm SW FL so it has not only gotten worse, it's started rusting. OR I would like Germain to pay back the ***** plus whatever rust removal will cost at our local *****. It's been almost two months.

  Business Response

  Date: 10/01/2024

  *****,

      We apologize for the delay in scheduling your repair and the communication you have received. Thank You for providing the information and letting us know nobody was getting back to you. I believe the team has reached out to get everything scheduled and resolve this issue. I have been informed that you will be here on Thursday the 8th, please ask for **** ****** when you drop your vehicle off so that I can meet you in person. 

  Thank You,

   

  **** ******

  General Sales Manager 

  Germain Toyota of Naples

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

  Customer Answer

  Date: 10/02/2024

   
  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. I will be there on Tuesday morning (I believe there was a typo in the business response, as it says Thursday the 8th) to drop the vehicle off for paint repairs. Thank you for your help.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:09/05/2024

  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.

  We purchased a 2023 ******* Santa Fe from Germain Toyota of Naples in mid August. We were told that the car had two key fobs. When we picked up the car ************************* Sales Mgr of Germain Toyota of Naples told us they could not find the second key. He said either they would find it or get a new one for us.On 8/24/24 I followed up by email with ***** as we did not receive the second key. I did not get a response from *************************. On 8/30/24 I reached out to ******************* General Sales Mgr for Germain Toyota of Naples and asked that he resolve the issue and get us a second key. I have not had a response from ******************* either.

  Business Response

  Date: 09/06/2024

  ******,

      Our apologies for not getting back to you on your second key. The key should be going out today and arrive in your mailbox no later than Wednesday of next week. I would also like to apologize for the missed communication on our part, we located the emails you sent and take ownership for not getting back to you in a timely fashion. Please reach out to me directly on the phone number left on your voicemail or at ********************************** should the key not arrive in the mentioned timeframe. We appreciate your business and never want anyone to feel these kinds of headaches.

  Sincerely,

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

  Customer Answer

  Date: 09/11/2024

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

• Initial Complaint

  Date:09/03/2024

  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.

  I purchased a vehicle on May 21st and hidden in the cost was a maintenance program for 7 years. After I realized that I canceled on May 27th which was an additional $2,890. Since then I have been in contact with Toyota and corporate to resolve getting my money back. After all these months on August 6th they told me they were going to send 2790 to the bank and give me a check for the rest plus interest. I received a check for $234.68 but the other money has never gone into my loan. I have repeatedly told them I want to refinance with a different bank for lower interest at this point I'm not getting anywhere no calls back nothing. The bank in which my loan is at says all they need is to know the check number and where they sent it but I am getting nowhere with them.

  Business Response

  Date: 09/03/2024

  We are currently investigating this complaint. The product in question was cancelled on 7/7/24 and processed on 8/1/24. Once we have tracked the funds, they will be applied to the customer's account. We cannot assist in the refinancing of the vehicle and have paid out any difference in charges between the prorated refund and interest accumulated. We do not under any circumstances hold funds and attempt to apply them as quickly as possible barring any issues. This matter will be resolved as quickly as possible.

   

  Thank You