Complaints

This profile includes complaints for Wesley Chapel Toyota's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Wesley Chapel Toyota

  5300 Eagleston Blvd Wesley Chapel, FL 33544-8840

• 

  Wesley Chapel Toyota

  150 N Bartlett St Medford, OR 97501-6032

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:06/23/2025

  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 March 29, 2023 I purchased a 2021 Toyota Tundra from Wesley Chapel Toyota in Florida. At that time I also purchased an extended warranty. I've since moved to ** and on Saturday, June 14, 2025 I took my 2021 Toyota Tundra to our local Toyota dealership for some work to be done. At that time I was told that there was no record of my vehicle having an extended warranty. After looking over the paperwork I was given at the time of purchase, I could not find any reference to an extended warranty but it does show a line item that I was charged for it.On Monday, June 16, 2025, I contacted Wesley Chapel Toyota by email and asked if someone could email me the information so I could forward it to my local Toyota dealership. I was told someone would take care it.I emailed them again on June 17, 2025 and was again told that someone is working on it.I reached out again on June 18, 2025, again I was told the same thing. It is now Saturday, June 20, 2025 and I still don't have the information.All I need is a copy of the extended warranty paperwork listing the details and policy information. I don't even know who it's insured with.

  Business Response

  Date: 06/24/2025

  This has been resolved. 

  Customer Answer

  Date: 06/24/2025

   
  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:06/02/2025

  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.

  There was a recall on the third brake light with water leaking in your the truck. I toke the truck in for the repair of the third brake light leak, and it was not respired correctly it is still leaking and they wont fix it. I have complained to them several times about it. Now there is a water **** on the head liner and mold starting to grow. All I want is them to repair it correctly and clean the headliner and the mold out of my truck.

  Business Response

  Date: 06/03/2025

  Kindly provide additional information on the vehicle so we can find the repair records. please provide Vehicle Identification Number.

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23401879
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** **********

  the vehicle in question is a 2019 Toyota Tacoma that was purchased for My daughter ***** **********. 

  Business Response

  Date: 06/05/2025

  Thank you for reaching out to us regarding the water leak concern with your Tacoma and for bringing this matter to our attention through the Better Business Bureau. We understand how frustrating vehicle issues can be, and we appreciate the opportunity to review your case.
  Upon reviewing the history of your vehicle, we noted that the recall related to this issue was completed in December 2021. When you returned in June 2024 and reported a water leak, our team assessed the vehicle and determined that the necessary repairs were not covered under the warranty at that time. As no repairs were performed then, and the recall campaign has since expired, Toyota is unfortunately no longer able to address this specific condition under the recall or warranty terms.
  We sincerely regret that were unable to provide additional support for this repair. However, we encourage you to contact Toyota directly at ************** to explore any possible consideration or assistance they may be able to offer.
  We value you as a customer and are sorry for any inconvenience this situation has caused. If you have any further questions or need assistance with next steps, please dont hesitate to reach out to us.

• Initial Complaint

  Date:05/08/2025

  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.

  Initially my service contact (******) expressed great empathy regarding my situation as a widow & single mom, assuring me that I would be well taken care of. Before bringing my vehicle in, I contacted ******** (warranty company) directly to confirm coverage for service I anticipated needing a step that was not required, but that I took to ensure everything went smoothly. I explained this to ************ initially agreed (before service started on my vehicle) that service would be covered under my Assurant warranty (purchased when I purchased the vehicle).However, later, ****** informed me that nothing would be covered & that I would need to pay full amount ($4,138.77) to have my vehicle returned. I contacted Assurant again for ******************** confirmed ****** was incorrect: Assurant agreed to cover cost of struts once their system showed completed repairs.Since April 9th, I have repeatedly messaged ****** asking her to update claim in system so that warranty coverage could be processed. Unfortunately, she's stopped responding & has not returned calls/voicemails left on work ******* addition to warranty issue, I was told by ****** that I would not be charged for rental vehicle provided during service but I was charged.Furthermore, after retrieving my vehicle, I reported to ****** that it was not driving properly steering wheel felt shaky & vehicle swayed to sides. Rather than assisting with these concerns, she referred me to Ness to purchase a new vehicle. At this time, I will not bring my vehicle back in, nor will I purchase a new vehicle from them.Given these circumstances, I requested a full refund. Toyota has since refunded $678.24 for rental car & because they noticed after I contacted them that they "accidentally" overcharged me for part of my service. When I asked again for full refund ($4,138.77) they said no & would not allow me to speak to a supervisor. Dispute is for remaining refund ($4,138.77 - $678.24 = $3,460.53).

  Business Response

  Date: 05/08/2025

  Management contacted the customers extended warranty company ********. Assurant confirmed that the claim was denied, and the struts would not be covered because the shocks were the cause of the failure. The customers vehicle has a special suspension called XREAS which has hydraulic lines connecting the shocks and struts, and when one component fails the whole suspension must be replaced. Assurant had told the customer that the system was not covered and documented in her file with them. Customer knew the system was not covered and approved the work. Customer has been refunded $678.24 for the rental and the extra set of brakes that was billed out on accident. The customer will need to pursue a refund with her extended warranty company.

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23300497
  
  I am rejecting this response because:

  1. ****** told me directly in person that the repairs would be covered. She also told me I would not be charged for the rental vehicle, and yet I was. The only reason I received the partial refund ($678.24) was because I followed up multiple times and Toyota admitted they had accidentally overcharged me. This was not done proactively by the business; it only happened because I kept escalating.

  2.The dealership is avoiding accountability by shifting blame to the warranty company. Yet, ****** is the service advisor who advised me based on incorrect information, stopped responding to all communications, and refused to upload the claim properly for coverage to be processed. I should not bear the financial burden of their internal failures and miscommunication.

  3. The repairs were not even done correctly. Since picking up my vehicle, it has not driven well. The steering wheel feels shaky and the vehicle sways to the sides which I reported to ****** immediately. Rather than offering to have the work inspected or corrected, she referred me to a salesperson to purchase a new vehicle. That is not a solution its dismissive and unprofessional.

   4. Lastly, I was never allowed to speak to a supervisor, despite multiple requests. This further signals a lack of transparency and unwillingness to resolve the matter fairly.

  I am respectfully requesting a full refund of the remaining $3,460.53 I was charged for repairs.
  
  This experience has been extremely frustrating and has shaken my trust in the business. I am a loyal customer who dismissed, misled, overcharged, and ignored.
  
  Thank you for continuing to assist with this matter.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 05/20/2025

  Thank you for reaching out and sharing your concerns through the Better Business Bureau. We understand how frustrating vehicle repairs can be, and we sincerely appreciate your patience as we work to address your complaint.
  As communicated previously, our team, including our department manager, **** *********, who spoke with you around May 2, 2025, made a second attempt to contact your extended warranty provider to explore whether the components in question could be covered. Unfortunately, the warranty provider confirmed again that the components, specifically the shocks, which were identified as the cause of the failure, are not covered under your extended warranty plan. They also informed us that they discussed this matter directly with you, and all communications and queries are recorded for reference.
  Our role in this process is to administer the transaction and verify coverage on your behalf. We regret that the extended warranty does not cover the repairs in question, and as a result, the responsibility for the repair costs falls to you as the vehicle owner.
  We also acknowledge the clerical error regarding the overcharge for the rental and brake parts, for which we take full responsibility. Upon discovering this mistake, we promptly issued a refund check to correct the overbilling. We apologize for any inconvenience this caused and appreciate your understanding.
  While we empathize with your situation, we are unable to provide additional refunds for the authorized and completed repairs, as these were performed in accordance with the service agreement and are not covered by the extended warranty.
  We value you as a customer and are committed to ensuring your experience with us is as positive as possible.  Thank you for bringing this matter to our attention.

• Initial Complaint

  Date:05/06/2025

  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.

  On Feb 15, 2025 I was in Wesley Chapel Toyota with my son ****** *****. ****** purchased a 2025 **** with me as the co-signer. When he transferred his tag to the new vehicle, ***** ******/Wesley Chapel Toyota put the wrong address on all of my vehicles. I found this out because coincidentally I had to renew the tags on all of my vehicles within about 2 weeks of the new vehicle purchase. When I did the renewals by mail, all of the registrations were sent to the wrong address. I notified ***** ****** of this by email on March 19, 2025. ***** responded and said he did not have the power to change addresses on other vehicles, only the vehicle purchased. That is not a true statement per the Florida ***. I asked ***** to provide the name and contact info of the person at the dealership that handles registrations, but he did not respond.Furthermore, I did not renew the tag that was transferred to the 2025 RAV4, as Wesley Chapel Toyota collected a fee at purchase to take care of that process. The transferred registration was never mailed to us, nor the sticker to place on the tag. On 4/28/2025, I phoned Wesley Chapel Toyota and asked the receptionist who to speak with about this situation. She transferred me to Finance. That phone transfer offers you to only leave a voicemail, which I did with a brief explanation of the issue and my contact number. Not surprisingly, no one ever returned my call.On 4/20/2025, I went into the *** and paid $36.85 for my vehicle registration and renewal sticker. I also had them change the address back to my home address on all of my vehicles.

  Business Response

  Date: 05/07/2025

  We contacted the customer yesterday and addressed all of her concerns. We agreed to reimburse her the fee she paid at the *** to get her registration corrected. 

• Initial Complaint

  Date:03/27/2025

  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.

  Purchased a 2016 toyota highlander limited on or about decenmbe 27, 2024. I live in *** paid NYS sales tax. They were supposed to process everything so that my new lisence plates would arrive via mail in a few weeks. Told to call them in 3 to 4 weeks if plates did not arrive. Left several voice messages and several email messages. A few days later a gentleman contacted me. Apologised for the confusion. Said would take care of it.Still no plates ot title. Left at least two messages this week. Still no reply.

  Business Response

  Date: 03/27/2025

  We are overnighting another temp and waiting for update from our motor vehicle company that processes. 

  I apologize for the delay. 

  ***

  Customer Answer

  Date: 04/03/2025

   
  Better Business Bureau:
  
  Thank you for your help! The License Plates arrived yesterday. Please close this complaint.

   

  Best Regards, ***** ***** 
  
  

• Initial Complaint

  Date:03/10/2025

  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 wife took my vehicle in for service on the scheduled date. Upon reviewing the service report, I noticed significant discrepancies, particularly in the recorded mileage and the service performed. The reported mileage on the document stated ******, whereas the actual mileage of my vehicle was approximately ****** (Attachment #1, Page 1). This error calls into question the accuracy and integrity of their service documentation.

  Business Response

  Date: 03/17/2025

  We apologize for the typo when processing the repair order. The correct mileage has been documented. there will be no refund for the services performed.

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23036536
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** A. ******* ***

• Initial Complaint

  Date:12/11/2024

  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 have had multiple terrible encounters over the years with them that would take to long to type. Over the course of the past 2 years they constantly call me monthly and weekly some times. I have told them multiple times to stop calling me especially for promotions. I unsubscribed from the email list. I have told them to stop sending me mail. I still get all 3. I'm not talking a couple times I'm talking about dozens of times. They called me 2 weeks ago I told them to stop and I requested DO NOT CALL list for the umpteenth time. Their response is ALWAYS the same " oops i see your on the do not call list, I'm not sure why your on the list still". then last week they called me again, same thing happened. They will call from cell phone numbers and their office, i cant seem to block them. At what point it this harassment? what type of actions can i take to get them to leave me alone.

  Business Response

  Date: 03/20/2025

  We have no record of any transactions with this customer name in the last 3 years. Can you provide additional info like the *** number.

• Initial Complaint

  Date:11/25/2024

  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 vehicle on 9/7/2024, they kept the car overnight stating it needs to go through their shop for inspection and was told by sales *** that they have $2,500 allowance to fix any safety issues. There was a coolant leak and on the day I went to pick up the vehicle, he said it was the radiator cap. Noticed a large coolant spot on the floor in my driveway, took it to my mechanic and it was the water pump, thermostat housing gasket and radiator was going bad. If it truly went through the shop how did it pass inspection? Tires were almost bald and front brakes had warped rotors and pads almost completely worn down. Then I get the title which stated not actual miles. Tried reaching out to the sales *** and WC Toyota, never received response until I escalated the issue. They're claiming it was a mistake and DMV was correcting it, till today I still do not have the corrected title.

  Business Response

  Date: 03/20/2025

  Mr. ***** came in and negotiated a cash deal on a car had not been through shop. We told him we would do his deal if he took the vehicle 100% as is and all we would do was a safety on vehicle he agreed and took delivery next day. General Sales Manager ******** ******* spoke with told him he agreed to car as is but did send him a $150 check for the inconvenience of how long it took us to title vehicle. 

• Initial Complaint

  Date:09/16/2024

  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.

  On 9/10/2024, I went into Wesley Chapel Toyota to trade in a **************************** to test drive a 2016 ***** Odyssey. We were told this was an "as is" sale but everything had been updated and the car was running in good condition. The test drive consisted of going around the long block at about 35 miles per hour. The true issue came after we got on the highway after the deal was done. The car immediately started rattling under the hood and we noticed issues with the transmission slipping as well as the **** not adjusting accordingly. WTC offered to "do an inspection" on the vehicle but there was no offer to make things right. After only 4 days of driving this vehicle, the check engine light is on. I will say I'm dissappointed in so many ways that WTC would sell anyone a vehicle of any year or model without it being in tiptop shape. I actually left with a worse vehicle than what I brought in. I'm writing this review because I want to make other people aware of how shady buying a used car from them can be.

  Business Response

  Date: 09/17/2024

  Called customer and explained to them we are *************************************** ***** and not the same selling dealer as Wesley Chapel Toyota. She apologized for the error and said she would correct it. Nothing further needed on our end.

  Thanks,

  Business Response

  Date: 09/20/2024

  Spoke with *******. We are towing the vehicle to our location to have an inspection done and see what is needed and how we best can assist. Customer has been told we will have a loaner vehicle if she needs one while the vehicle is her at Wesley Chapel Toyota being serviced. 

  Customer Answer

  Date: 09/20/2024

   
  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:09/04/2024

  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.

  On Friday August 30 I took my care in for a prepaid lifetime oil change. When I went to pick up my car as representative of an auto glass company showed me a chipped place in the windshield. When I got in my car that morning, there was no damage to the windshield, and nothing struck my windshield on the trip there. Last September when I had my oil changed, there was a nail found in my right front tire and I was told that the tire needed to be replaced as tires could not be patched or plugged in Florida. They also recommended several items for repair, two of which should have been performed before I took delivery of the car, as they stated is part of their predelivery service. There seems to be regular attempts at fraud on the part of the service department. I am concerned that something was done to my car that would make me have to return and have expensive work performed and can no longer trust what I have always regarded as a good dependable car. They cannot even get my address right; I have had it changed twice while there.

  Business Response

  Date: 09/11/2024

  **************** was contacted via email - see attached - we offered **************** to repair the glass, but he has not responded to the offer. in addition, he asked for $10k for his vehicle however he would need to bring the car in for us to appraise it. we have not heard back on this. we tried contacting by phone but his email stated that we should not contact him by phone 

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22234806
  
  I am rejecting this response because: They can not even get my name right. The main reason for filing this complaint was to demonstrate the unethical business practices of these mega dealer complexes. They are more interested in growing sales and locations than in providing what they agreed to do when a car is purchased . I have also filed a complaint with Florida and the **** I have made a very reasonable offer to their parent company, which actually would result in a small profit for the parent company.  I can wait until Florida and the *** answer, and will then, if necessary, contact a lawyer.
  
  Sincerely,
  
  ********************* *****

  Business Response

  Date: 09/12/2024

  My apologies for misspelling your name **************.