ComplaintsforBob Tyler Toyota

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a used vehicle (01/15/2024) under the pretense that all inspections were accurate and that this vehicle was safe to drive off of the lot. We purchased gap insurance but did not purchase extended warranty at the time. Within 15 days of driving the vehicle it began to run strange. Dropped it off in servicing (01/30/24). No one contacted us to let us know status of vehicle as a courtesy. We had to call daily to get any feedback. A few days later we were told the transmission was bad and it needed a full transmission repair at an estimate of $7,000. When we talked to our salesman he apologized and told us they would work with us to see about a different vehicle, etc. Within 24 hours we had a totally different response and were told that the General Manager and Owner (Bob Tyler) were denying any aid in helping us with this issue. They did not offer a credit, discount or anything. Their fall back is we did not have the extended warranty. The service tech said we should get an opinion from the local Honda dealership. So we did. They had several notations in their system that the vehicle had been in for several months due to transmission issues. For some unknown reason these issues were not notated on the carfax report which I paid for personally to obtain. The vehicle had coded for transmission issues, however the code light was removed and transmission fluid was added to the vehicle at some point for the sale of the vehicle before we purchased. We feel we deserve to have some help on this matter. Buyback the vehicle, offer us another vehicle/trade, or void us out of our contract as this vehicle was not represented to us in the manner it was sold. It's not safe and obviously did not go through the proper pre-inspection that vehicles go through. Otherwise there would have definitely been a notice of a faulty transmission system. We drove less than 300 miles since we owned it and hadn't even put a full tank of gas on it. We haven't even made first payment yet.

  Business response

  02/22/2024

  Our goal is for all customers to be satisfied with their experience with Bob Tyler Toyota.  We therefore have refunded the customer for the purchase of this vehicle and he expressed that he was very satisfied with this resolution.  Our apologize for all inconvenience this may have caused.

   

  Customer response

  02/28/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21269698, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Jeremy ******

• Initial Complaint

  08/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I dropped off my car to the Collision Center on July 19th and have not received a written estimate, any kind of paperwork whatsoever and I need to get my car back but they're saying "storage fees". For what? You didn't finish the job!! You didn't repair anything on it! And you have broken laws by not sending me any paperwork with it.

  Business response

  08/18/2023

  Ms. ****** dropped this vehicle off on 7/19/2023 along with a letter and original repair estimate from her insurer.  The estimate stated that the customer has a deductible of $1,000.  On this date Ms. ****** signed an Authorization to Repair directing us to commence repairs on the vehicle. 
  
  After disassembling the vehicle, we identified further damage to the vehicle.  We informed the customer’s insurer of the additional damage and the insurer notified us that we were not to continue with the repairs because the vehicle is pending total loss payout.  Subsequently, the customer advised that they would like to pick up the vehicle instead of taking the total loss payout from the insurer. 
  
  The current amount due to cover the vehicle disassembly is $387.  The customer previously stated that she is not willing to pay this amount.  After many attempts to contact the insurer for clarification, we have now confirmed with the insurer that the customer may take possession of the vehicle. 
  
  We would like to make this customer happy and have advised her that we will waive the $387 due for the disassembly.  The vehicle is currently unsafe to drive and the customer stated that she would send a tow truck to retrieve the vehicle on Monday, August 21, 2023.
  
  The customer complaint states that a refund is desired, however no refund is due since we did not receive payment from the customer or the insurer.

• Initial Complaint

  05/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Traction date December 19, 2022 Bob Tyler Toyota $1,000 deposit on a Toyota GR86, car MSRP is $35,000 and dealer was asking $45,000. Came to an agreement to secure the car via a deposit because all cars were being pre sold, I asked to negotiate the price but they would not budge from the $10,000 over MSRP. My local dealer presold the same car for MSRP (35,000) and I was simplily asking the dealer to respectr the price the manufacture set. Came too an agree meant with Sawyer ****** for the non-refunable deposit if purchased the car and the price did not change. I drove two hours too the Bob Tyler Toyota Pensacola, FL dealership on a Friday or Saturday to pick up the car. The window sticker on the car indicated the MSRP price of $36,500 plus thier dealer markup for a different price that was originally agreeded upon with dealer add-ons that were not asked for. I inquired mulitple times too a gentelment in finance but refused to give me the car at MSRP, I did not want to pay $10,000 over MSRP because the Window sticker from the factory indicated a different price. When in the finance office with the closer she seemed annoyed with my questions and when I wanted to back out of the deal because of the price being wrong and started making smart remarks and changed her whole dimeaner and insisted in me signing before I read all the paperwork. I backed out of the deal becasue when I asked the breakdown of what I was paying they deflected the question and refused to show me regualess of my multiple attemps with the same question. I talked with a finance manager about getting my deposit back and he claimed that "Its putting skin in a game for a car that you wasted our time on" This was on a saterday and they sold the car no less than the following monday after claiming they would have a hard time finding a buyer for the over priced car. I just seek to get my $1,000 deposit back so I can pay off a car a bought for the MSRP. They are not transparent when you ask for the infor.

  Business response

  05/30/2023

  Our Sales Manager contacted Mr. ******* and agreed that we can refund his $1,000 deposit.  We refunded the amount back to Mr. *******' credit card on May 22, 2023.

• Initial Complaint

  05/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  March 20, 2023 I purchased a car from Bob Tyler Toyota. It was a cash purchase. I paid the amount agreed to by the salesman and myself. Then i went thru it with the finance manager and i was assured this was the drive off the lot , no more $ , price. When i got the card to get the tag and title from my local DMV in Louisiana, i was hit with an additional charge of $2016.77, in april. What was that? I called them as on the card they said i had an overage on the wire transfer. Turns out that number kept changing and ultimately was $3.34! However, They had over charged me at the dealer sneaking in some unexplained amount for $2440.76. This with the number on the transfer line was to add up to the drive away price. I have called, emailed and texted to no avail. The salesman Sawyer Martin, says to ask the finance manager , Austin Williams. Neither one will return a call . I have tried a manager and left multiple messages. No response. I tried the accounting department, no response. They need to refund that unexplained amount asap. The bill of sale is basically fraudulent at this time.

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a brand new vehicle over 6 months ago and have yet to get the key fob for the vehicle and have been unable to get the unbearable screeching noise from my brakes to stop. It is hard for me to believe that Toyota has thousands of people purchasing 60,000-70,000.00 vehicles who are all having the same issues, and they haven't been able to do anything to solve the problem after 9 months of trying to figure it out. When I first shared the issues with the dealership I was told that Toyota was "working on a resolution" and hopefully should have one soon. However, I have called back to check on said resolution multiple times and every time I call I am told that I need to speak with the service manager. Unfortunately, every single time I have called "the service manager is away from his desk or out of the office." The problem is the service manager has NEVER called me back. I have attempted to get this resolved through Toyota and Toyota just wants to connect me with the dealership, which produces the same result every time. The lack of resolution for my problem is bad enough, but the complete disregard for the customer base is by far the more concerning thing to me.

  Business response

  05/15/2023

  Our Service Director and the dealer contacted Mr. ****** to update him on the status of his concerns.  Mr. ****** was advised that we are still waiting on Toyota to provide a resolution to the issue of noise/squealing brakes.  Additionally, the customer was advised that due to the nationwide chip shortage, additional keys have been unavailable.  However Toyota expects to be able to supply these additional keys by the end of this summer.  Customers will receive a letter from Toyota in June with an update on the key availability. 

  Customer response

  05/25/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20047261, and find that this resolution is satisfactory to me. Bob Tyler did reach out to me and I let him know that I would let you all know that my issue has been addressed by the dealership. Feel free to update accordingly.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  05/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a new Toyota 4Runner from Bob Tyler Toyota in January of 2023. Due to the chip shortage they were not able to provide me with the second (spare) key for the car. I was assured the key would be coming shortly from Toyota Headquarters (whatever that is) and to be patient. Despite numerous calls I still do not have the key nor do I have a point of contact to elevate my request. Hopefully this complaint will motivate Bob Tyler to initiate some pressure on my behalf to resolve this problem

  Business response

  05/24/2023

  Our Sales Manager contacted Mr. ***** to discuss his options for obtaining a second key for his vehicle.  Mr. ***** was advised that he could purchase a new key fob and when he received his voucher from Toyota, he could mail them the receipt for reimbursement. Mr. ***** was also advised that he is scheduled for the first phase of second key replacement which should take place in June. He  indicated he was upset with Toyota about the key problem, but he did not know who to turn to in order to voice his concern. Mr. ***** mentioned that he will take down the negative review for our dealership and submit a new complaint with Toyota.  We apologized to Mr. ***** for the inconvenience related to the short supply of key fobs.

  Customer response

  05/25/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20041554, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2022 SR5 V6 Toyota Tacoma with 2 wheel drive from Bob Tyler Toyota in August 2022. After about a week of driving the vehicle, I noticed an issue with the brake pedal. The brake pedal grabs, sticks, and pops upon depressing it about 1/2 inch down. I took the vehicle in to be repaired, but the problem was not fixed. Initially Bob Tyler himself called on his Master Technician named Jeff (Jeff, in addition to working at Bob Tyler has 17 years of experience working on vehicles in the military). Jeff diagnosed the problem and a repair date was scheduled, but the tech or method of repair did not fix the problem with the brake pedal. After that, a second repair was scheduled. Instead of Bob Tyler Toyota and Toyota Manufacturing Company of North America admitting there was a problem and fixing it, they chose to bring in a Field Technician Specialist (FTS) from Toyota Manufacturing Company of North America to fabricate a story stating that "no defects or abnormal characteristics where noted. No repairs recommendations were provided on this visit.." I was told by Toyota Brand Representative named Ray ******** that an expert FTS was being brought in to fix my vehicle. Here are the notes from Bob Tyler Toyota concerning the vehicle: The customer had a brake grabbing and lurch concern. The vehicle was inspected and diagnosed at BobTyler Toyota on 9/20/21 and a TA was opened for assistance. The vehicles brake booster was replaced, and the repair was completed by 9/24/2022. The customer returned to the dealer to have the vehicle diagnosed by the field technical specialist on 11/28/2022. The vehicle was compared to a like vehicle (vin 3TYRZ5CN1PT02446) by the customer and the FTS. The condition was confirmed to be a normal characteristic of the vehicle. The brake pedal and system components where inspected an no defects or abnormal characteristics where noted. No repairs recommendations were provided on this visit.

  Business response

  12/29/2022

  We regret that at this time neither our technician nor the Toyota field technical specialist are able to diagnose a concern that would require repair work to be performed.  Therefore, regrettably we are unable to assist the customer further on this matter.  

  Customer response

  12/29/2022

   
  Complaint: 18604131
  
  I am rejecting this response because: No meaningful assistance has been provided to me from Bob Tyler Toyota! After purchasing 4 vehicles back to back from this dealership, I expected better service. The problem with the brake pedal on my 2022 Toyota Tacoma SR5 could be fixed if they were willing to work with me. Unfortunately, I've been hitting a brick wall since I encountered the issue. Had I known the Toyota Field Technician Specialist (FTS) that was supposedly called in to repair my vehicle, would use my repair visit to write a report (by no means attempting to repair the brake pedal), I never would have agreed to the repair appointment. The state lemon law says that after 3 repair attempts, they would have to issue a replacement vehicle. By side stepping the repair attempts, they are ultimately off the hook regarding any repairs, or replacements which is bad business! I purchased the truck in good faith, so my hands are clean regarding this deal. We reap what we sow...enough said! 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  09/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On Tuesday, September 27, 2022, I had a scheduled appointment at Bob Tyler Toyota. My appointment was scheduled for 7:30 am for an oil change. There was also a recall on my truck and I approved a front brake job. The main reason I scheduled the oil change at BTT is because I was led to believe that I had a maintenance package where my oil changes are covered at the dealership. This was reinforced by a postcard that I received from the dealership attesting to the Toyoguard package that I purchased with the truck. I requested a courtesy drop-off at work and pick up after the work day was done. Before, I left the dealership, I learned that my oil change was not covered and was given the option to decline I but I did not. I am upset for three main reasons: 1. BTT's postcard is deceptive and I feel like I was baited into the dealership for a free service but ultimately had to pay. 2. I left my truck at BTT for a 7:30 am appointment, but it was still not ready when I returned at 2:50 pm. I was told approximately 10 more minutes but waited closer to 30 minutes. 3. I do not think I was compensated in any way. The dealership was going to give me $20 off of my total bill, but I already had a $20 off coupon and the dealership would not honor both. My total bill was $297, and to my knowledge, I did not get any financial relief. My time is valuable to me. It is apparent that BTT does not value my time or me as a customer. I prefer to go elsewhere from this point on unless it is a completely covered manufacturer's recall. I kept the coupon and the postcard while I ponder legal action. This was not the first subpar experience with BTT but I intend to make it the last.

  Business response

  10/01/2022

  We regret that the postcard Mr. ********* received did not specify which services on the Toyoguard policy remain unused. We do not have record of Mr. ********* purchasing his vehicle from our dealership so we would not have discussed the coverage with him at the time of purchase.
  Our Service Director contacted Mr. ********* to ask if there is anything we could do to make him happy but unfortunately he stated that there was not.

  Customer response

  10/03/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I concur with the statement. As far as I am concerned, the BBB can close the case.

• Initial Complaint

  08/10/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 7/31 we purchased a vehicle from Bob Tyler. Over the last 9 days we did not have an issue until yesterday. I was told by Bob Tyler that the loan was rejected but per Global Lending the loan is approved and ready to fund. Per bob Tyler's finance manager JoAlex **** bob Tyler failed to reach an agreement with global on their %of pay. That does not have anything to do with us or our loan. This is about how much money Bob Tyler would make. Bob Tyler is requesting the vehicle back after we have a signed contract and it's been put on for registration and it had been insured.

  Business response

  10/03/2022

  Business Response /* (1000, 5, 2022/08/11) */ Unfortunately, we were unable to complete the financing of this vehicle with the lender. The customer returned the vehicle to us and we refunded all funds received from the customer (copy of refund check included here). Consumer Response /* (3000, 7, 2022/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response is inaccurate. We did have financing. Per JoAlex **** Bob Tyler failed to settle on an agreement with Global lending in their ability to do business with Global and Bob Tyler cancelled the loan. Not me nor the lender cancelled. We did return the vehicle and did receive a refund for our down payment but it was not done in a cashiers check as promised but a business check that would have taken 10 days to clear. Please also note this business uses threats of police action to consumers who fail to comply with What their desired outcome is. We have purchased another vehicle with the same lender through another long time dealership in Pensacola who took extremely good care of us. Again I would say Buyer be ware when purchasing from Bob Tyler Toyota.

• Initial Complaint

  08/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the 30/31 of July 2022 we traded our 2021 Highlander hybrid at Bob Tyler Toyota we test drove the truck we did notice that there was a broken tail light we questioned them about the issue they said it had just been bumped and busted it was nothing big but they had discounted the price due to that we ended up spending $79,000 on the truck we take it home we wash it due to the fact they could not wash it at the dealership that day immediately after the car started doing weird things like the seat moving up and down as you were driving and the steering wheel going up and down also then the air conditioner started glitching we are being told now the computer is probably bad in the vehicle in our opinion Bob Tyler and their people did not evaluate this truck correctly there is way more wrong than what met the eye we have been speaking to them since we purchased the vehicle and nothing is being resolved when we traded our brand new Highlander in we expected to get something of the same value we would either like him to help us get this vehicle fixed or at least turn around and take it back and let us have our Highlander back which is still on his lot we cannot drive a vehicle that the seat and steering wheels are moving as you're driving this will cause a wreck and kill one of my family members and I am not going to allow this to happen so we are looking for some to assistance to make this issue right.

  Business response

  08/24/2022

  We apologize for the inconvenience and want Ms. ****** to be satisfied with her vehicle purchase. The vehicle was sent to the local Ford dealer for repairs and we have furnished her with a loaner vehicle while the repairs are completed.

  Customer response

  08/24/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We did receive a rental car our car has now been in the shop for 12 days after the second day of purchase we were provided a little rental car that could fit only two children and two adults unfortunately we have 10 kids and two adults my husband also bought the truck for purposes of work we run our own AC company and due to this fact he does not have a work truck at this time and is having to take tools in my personal Toyota Avalon to go to jobsites this is not OK. Then also they can't figure out what is wrong with the truck.

  Business response

  09/20/2022

  We regret that the ******s have not had use of this vehicle due to the extended time it has taken the Ford dealership to complete the warranty repair. In an effort to compensate the customer for this issue, Bob Tyler has reimbursed the customer for their first loan payment.

*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. ↩