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:02/26/2024

  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 was in an accident with the dealership. Where they did my oil change and proceeded to leave and the hood blew up because of improper fastening. I went back was directed the Courtesy Toyota of Brandon bodyshop then directed me back to the Courtesy Toyota of Brandon car dealership for approval. The Courtesy Toyota of Brandon car dealership has proof video proof that the 2013 Toyota had no damage of the hood prior to the oil change.Before and after hood pictures

  Business Response

  Date: 02/27/2024

  This guest's hood and windshield were damaged prior to the guest having service at our location. The guest had spoken with dealership management who informed them that we had video and photo evidence of the damage already on the guest's vehicle before services were performed. The guest's vehicle hood latch were held together with sheetrock screws, which the dealership does not use when repairing vehicles. Courtesy Toyota declined repairs as the damage was pre-existing. 

• Initial Complaint

  Date:02/07/2024

  Type:Billing 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.

  Date of transaction 2/5/24 I was quoted $382.45 on the phone with the service representative, *****. I questioned the high price. He offered me 10% off. That would be a total of $343.80. When I checked out he told me it was $410.74 ! I questioned him, he said he had no control over added charges. ??? Shop supplies ec...He argued with me that he gave me $50 off. He padded up the bill. I just want people to be aware of this practice at this dealership. I want the overcharge of $66.94 returned to me.

  Business Response

  Date: 02/07/2024

  Courtesy Toyota quoted a price to this guest before taxes and shop supplies were added, which was explained by the service representative. The guest paid their bill which included the standard fees we charge every guest that visits out dealership including taxes and shop fees. 

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21251335
  
  I am rejecting this response because: It was NOT explained by the representative at all to me! It was a phone conversation  in which it was NOT explained. Do you have a signature from me approving it prior to me paying the bill? NO, you don't. Furthermore, I never, ever approved that amount. He have the price without *************** fees.I paid my bill because your representative ***** began to argue with me, very unprofessional ***** felt threatened. I was on my lunch break from work and had to get back to work. I quickly handled the situation when I got home from work. You have lost a good customer. When it is time to upgrade to a new car, it definitely will not be from Brandon Toyota. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/09/2024

  Courtesy Toyota did not quote a price including taxes and shop fees when replying to guests original call in request. The inspection was sent to the guest once the service advisor found their concern, with the guest called the advisor to discuss the bill and was offered a discount to which the guest agreed in order to complete the repair. The advisor quoted a discount of 10% originally but upped it to $50.00 flat discount off of the total bill. The guest signed their repair order, paid for their repair and took delivery of their vehicle. 

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21251335
  
  I am rejecting this response because:
  I did NOT approve this amount I was charged. There representative signed off on it. Thank you Better Business Bureau for trying to intervene and make things right. However, no one can put integrity in a company or person the lacks it. I have spoke to 2 so far, associates from this dealership that told me they are instructed to add on services and adjust prices so they make their goals and quotas. I will be taking this up with Toyota directly. Hopefully this dealership will be investigated. I require no further communication with this dealership. 
  
  *********************

• Initial Complaint

  Date:01/11/2024

  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.

  I was forces to get a Protection for my vehicle in orther to be able to purchase my vehicle. I Decline any exteded warrantices or any additional product they wanted to add not necesarry for the purchase. Dealer still added extended protection adding up to $ ******** I had to travel to the dealer 2X dealer is an hours away from me spoke to 4 deffrent manager and saleman do get it deletted . They avoided me had me wait more than 6 hours there to get not answer finally was able to speak to a warranty rep and he was able to help some. there is still one for ****** they refuse to cancel for me saying is mandatory and on the for is not mandatory. I need help getting my money this is fraud.

  Business Response

  Date: 01/12/2024

  This guest did not submit the warranty cancellation request at the dealership. They submitted it to JM&A Group directly themselves per correspondence from our accounting team. 
  
  JM&A Group stipulates that If the exact contract number is not put on the form, it will not be cancelled (when submitted to JM&A Directly). The guest listed contract numbers on all requests, but not the dent contract number. 
  
  Courtesy's accounting department will use the request the guest provided to cancel the Dent contract on 1/12/2024, to the lienholder.

• Initial Complaint

  Date:09/22/2023

  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.

  no one returns your phone calls. Purchased a vehicle in January 2021 sales process was fine. However, I noticed break issues months after purchasing and brought it to their attention. However, Courtesy Toyota stated the week and brakes are totally normal even after a few months of purchasing a car, but new brakes were still needed. Horrible service.

  Business Response

  Date: 09/26/2023

  Courtesy Toyota attempted contact with this guest to follow up. But the guest battery was not under warranty as it was outside of the 3 years or ***** miles gaurantee. The BBB case states that their brakes were bad as well, but were measured at 7mm front and 8mm rear when in for that concern last on January 31st 2022.

• Initial Complaint

  Date:08/31/2023

  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.

  Purchased a car in October 16, 2022. We also purchased an extended warranty to cover any problems with the vehicle post purchase. Well, we were ensured that the car had gone through rigorous diagnostics to ensure the vehicle was in good shape. Car purchased was a 2016 ***** Impala. Not even a week after driving the vehicle off of the lot, the car begin to slow down and we managed to drive it. On October 22, 2022, they told us they had to repair the Motor Mount. They kept the car until March 17, 2023 in which during this "Repair Time", we couldn't get people to give us a straight answer as to what they were doing, why the vehicle repair wasn't completed, where the vehicle was, who was responsible for it nor when it would be ready. There were repeated visits to the dealership dealing with the *** the service managers, service advisor, etc. We even asked them about just getting us into another car and them taking the hit because this was their fault. Although they provided a car to drive during this time, the vehicle purchased was kept from October - March. Finally, the finance manager stated that due to us having a warranty, wed have to let the warranty do its part instead of them trading out the vehicle. Fast forward now to Saturday, August 19, 2023, the same problem revealed itself again. The car slowed down in acceleration and I managed to slowly at 20 mph get the car to their dealership one evening. The next day, I was told that it was melted wires, although the problem that I experienced was the exact same as the previous times, I was told that the warranty wouldn't cover it and it would be roughly $690. Ok, we said, go ahead with the work. 2 days later, there wasn't a call made to us but just an email sent telling us that once the wires were done, they found other problems around the transmission that would now cost us an additional $2700 because the warranty didn't cover that. This vehicle was sold under false pretenses/ something shifty is going on w/repairs.

  Business Response

  Date: 09/09/2023

  Courtesy Toyota has reviewed the guests vehicle however, the guests warranty does not cover the current concern. In lieu of the guests warranty coverage not covering the necessary repairs Courtesy has reached out to this guest in order to facilitate a trade. 

• Initial Complaint

  Date:08/09/2023

  Type:Billing 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.

  On August 3rd I went to Courtesy Toyota of Brandon to get a regular Oil Change. This is a service that I have been doing there for the past 3 years, and after the warranty expired is been $60 for my service, and if I have any discount, they sent email it will lower the cost. The representative that took care of me ********************* calls me to tell me that I need to do a Oil Pan Gasket, which I ask him how much would that cost and he told me that I was looking at $60 (service with oil change) + $550 (Oil Pan Gasket) I then told him I have a 10% discount and if I could use the discount, which he say I could. I then agree to the service of $610 - 10% = $549 plus tax. After service was done, **** told me that everything was taken care of. I ask for me to apply my 10% and he said he already gave me the $60 for my coupon. I paid and leave the establishment. After I leave, I notice that the amount charged was $646.58, I then proceed to call **** and he start explaining the tire rotation and other stuff that I was not aware of charges. **** understanding and admitting that he did not tell me about those charges then offer me a tire rotation FREE next time. (That is a $25 charge as I just learned). I explain him that I wanted my money back on what I was not quoted. Today 8/8/23 I got a call from Service Manager ***************************** (Customer Relations) to let me know that no discount or refund will be done as the service was provided and I have this on my ticket. Also, that the $60 I saw in the bill was a courtesy credit and not my coupon, and that I they as a company dont have to give me those coupons. (Which I ask "Then why you send them?") He told me that neither him or *************************** (Service Manager) will give me a credit for the miss quote as I already received a service. My ask is for this company to refund the amount not quoted as I agree to the quote given by ****, and not to the final charge.

  Business Response

  Date: 08/09/2023

  Courtesy Toyota does not quote pricing estimates with taxes and shop fees included. The guest was quoted a price and agreed to completing the work. Courtesy Toyota honored the guests coupon and took $60.00 off of the guests bill, that they paid for prior to picking their vehicle up. 

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20439797
  
  I am rejecting this response because:

  The employee quote me on $550 for the Oil Pan Gasket, and $60 on my oil change when I agree to do everything that was needed. Also the employee agree on the application of my 10% cupon to the $610 total, which it was never applied because the employee said that the $60 Toyota is now referring to, was my cupon, which then we find out it was not. The price agreed was $550 + $60 - 10% + tax. 

  
  The main problem is that Toyota is assuming a position of they did me a favor with the $60 off, when the reality is the price quote was $610 - 10%= $549 + taxes (7.5%) which is $590 and not the $640+ charge by Toyota never quoted until the job was already done.

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

  Business Response

  Date: 08/15/2023

  Courtesy Toyota does not quote pricing estimates with taxes and shop fees included. The guest was quoted a price and agreed to completing the work. Courtesy Toyota honored the guests coupon and took $60.00 off of the guests bill, that they have already paid for. 

• Initial Complaint

  Date:07/24/2023

  Type:Billing 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.

  The reason I am filing this complaint now rather than a year or two ago is because I was just made aware of the issue when I went to trade my current lease in to get a new one. Courtesy Toyota provided misinformation when I turned in my last lease (2019) which resulted in my account being sent to collections and ultimately being charged off affecting my credit. After I inquired with *********************, Sales Representative at Courtesy Toyota about receiving a bill from Southeast Toyota he advised me it was an error and he confirmed it was an error with Southeast Toyota and no payments were due. I received another bill 2 months later and called ****, he advised it was a scam and to do not pay the bill. He stressed again that I had no payments due, and it was fine. It was **** and Courtesy Toyotas' responsibility to make sure I was given accurate information, which they did not, they were more concerned with getting me in to another lease. In addition, with in the last 2 months while going through the process of getting into a new lease I have observed concerning and deceptive business practices when dealing with **** and his General Manager *****. These concerning practices range from misrepresenting the value of my current leased unit to changing multiple structures of the lease after we have verbally agreed on a structure. I feel like not only do they refuse to resolve the issue they caused with Southeast Credit and damage to my credit, but they are also trying to take advantage of the situation by changing what they verbally agreed to. I am asking for Courtesy Toyota to issue a written apology for the poor service and either pay the charged off amount of $896.10 or refund it back to me once I pay it, since it is currently damaging my credit, I am trying to either lease or buy another vehicle. They should also be responsible for repairing my credit. I would not do business or recommend anyone to do business with Courtesy Toyota after the experience I have had.

  Business Response

  Date: 07/24/2023

  This guest came to Courtesy Toyota 7/7/23 to attempt to work out a deal on a new vehicle. The guest's financial concerns stem from not paying the lender the contracted rate on their last two payments. The guest was offered a deal by Courtesy Toyota to pay $500.00 a month with $500.00 down and Courtesy Toyota absorbing the overages, but the guest declined stating that they were working with Southeast Toyota Financial and they would get them to waive the final. The guest would need to reach out to Southeast Toyota to further resolve any concerns as they were the account holder/lien holder. Referred the guest to speak with their lienholder Southeast Toyota Finance. 

• Initial Complaint

  Date:06/28/2023

  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.

  *****, 6-9-23, 6-8-23 when *************************** signed the contract was late the lady in the financial was going to fax with out letting **** read papers pushing for **** to finish **** is a cancer patient taking medication. He add it Gap for ***** but called next day to the dealer no help in 3 calls and e-mails then he called again and was transferred to another person and **** asked for the Gap ***** to be removed. But it was remove from the principal not from the contract therefore revoking the Gap is not going to work on behave of **** is going to work on behave of the dealer ****** payment is with the Gap and 587 payment is with no Gap . The dealer tookadvantage of a sick cancer patient taking medication at that time of contract . Like I said before the gap of ***** was removed from the principal but let the payment wrong **** is going to end paying more for the Car removing the gap from the principal is a fraud because they leave the *** the same therefore **** will be ending a lot more 606 x 72 month =43, ****** **** will be ending paying interest of ********. This doesnt work is a Fraud with the dealer and Southeast Toyota finance taking advantage of a sick man . Without the Gap Payment should be ****** . The 587 x 72 month is ****** the interest is ******** this people are stealing from a sick man .

  Business Response

  Date: 06/28/2023

  Courtesy Toyota has attempted to reach the guest unsuccessfully for follow up at the provided numbers as well as the information we have on file. We processed this guests cancellations in according to documentation provided by the guest along with the cancellation request on 6/9/2023. The check for the balance was issued to the guests lender reducing the amount financed. The contracted payment amount cannot change as the payment the guest is currently paying is what was signed for with the lender, but the monies were taken off of the total financed amount. 

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20245907
  
  I am rejecting this response because: 

  when the financial lady was doing the paper work she said to **** that the gap can be removed but never explained if it was going to be removed from the principal or the payment ***** So **** that did not speak a good English and is been taking med for cancer that make him confused and tired he signed papers contract that day and it was late night. 
  

  Also the contract shows 72 month and it cant  be 72 month because **** is paying 606 therefore it should be less month not 72 month 72 month was with the 587 payment without the gap . Yes the gap was removed the problem here is the contract that says 72 month and it has to be fix to less month . I spk to a manager name ******** on behalf of **** because **** was in treatment yesterday with his Doctor and he did mentioned that the month change but we need this in writing because this days we cant trust anyone specially this dealer because I can see all of the bad reviews. **** need this in writing  and he did make a bad decision in signing papers while he was on medication and a bad decision for 72 month . 

   

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

  Business Response

  Date: 07/10/2023

  Courtesy Toyota can not make changes to the guests contract with their financial lender, as the contract is signed and in effect. Courtesy Toyota notified the guest of this fact, and that they would need to speak with the financial institution they have the contract with in order to make any monetary changes. Courtesy Toyota placed the request to cancel their warranty plan in accordance with our policies and procedures and finds this matter resolved.  

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20245907
  
  I am rejecting this response because:

  I contacted the financial institute that belongs to Toyota (Southeast Toyota Finance) and they said that the dealer needs to help **** in this matter. Now I dont know who is lying. Like I said the they he was signing this contract he was on Medication due to he ie a Cancer patient . The ************** was pushing to much  high pressure to,make business it was late night Time to closed they didnt care . The contract says with arbitration provision meaning there is alternative dispute resolution. 
  

   

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

• Initial Complaint

  Date:06/16/2023

  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.

  They are failing to file tag paperwork with the state

  Business Response

  Date: 06/16/2023

  Courtesy Toyota has been in contact with this guest and considers this concern resolved. The guest has agreed to the resolution as a tag was overnighted 6/16/2023 and a temporary tag along with an updated registration was provided via email to the guest 6/15/2023. 

• Initial Complaint

  Date:05/25/2023

  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.

  I purchased a 2023 Toyota Camry back on 11/24/22. At the time, I was told I would only get one key and would receive a second key later on. Its been 6 months and I have not received my second key. Ive attempted to get updates and Toyota is unresponsive. I paid a lot of money for the vehicle and should have at least 2 keys. I would like my second key sent out to me.

  Business Response

  Date: 05/26/2023

  Courtesy Toyota like our guests, is waiting for Toyota to release the second key and has no access to second keys prior to Toyota sending an update. Toyota states "Toyota is preparing a Second Key Delivery Program to provide customers with a second key as the supply of semiconductors improves this year.  We expect this Delivery Program to launch in phases beginning in June 2023.". 

  Toyota has provided further information to the dealerships, which can be provided at any time to the affected guests upon request. No such request was made by this guest prior to submitting the BBB complaint. 

  Q1. What is causing this shortage?
  A. The global semiconductor shortage is limiting the supply of Smart Keys for new Toyota vehicles. In order to provide vehicles
  as soon as possible to our customers, we are temporarily reducing the number of Smart Keys provided from two to one.
  We will provide the second Smart Key to customers as they become available.

  Q2. How will Toyota notify customers when their second Smart Key is available?
  A. We plan to notify affected customers by first class mail when second keys are available and ask customers to return to a
  Toyota dealer with their vehicle and original Smart Key so dealers can program a new second key and provide it to the
  customer. The mailing will also occur in phases, and the timing will be approximately one week after the announcement of
  each phase

  Q3. Does a customer need to make an appointment with their dealer to get their second Smart Key?
  A. Owners will be encouraged to make an appointment in advance to receive their second key so that the dealer can order
  the appropriate key for the customer in advance. However, an appointment is not required if the dealership has the
  necessary parts for the customer should they arrive without an appointment

  Q4. What if a customer has additional questions or concerns?
  A. If a customer has additional questions or concerns, please have them contact the Toyota *********************** at 1-
  ************ Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern Time.

  At this time Courtesy Toyota, an independent dealership from Toyota ******** does not have a second key per Toyota ******** for this guest VIN number based off of information provided.