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:04/07/2025

  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 leased a vehicle from Copeland. I decided to go from lease to finance. To begin the process (inspection, paperwork, etc), I dropped my car off on 3/1. It wasnt until 3/27 that they said it was complete. Marcenell, the dealer I went through, made no mention of the inspection results. When I started the car and exited the lot, I heard a scraping/grinding sound anytime I turned the wheel (was not doing this when dropped off). I take extremely good care of my car because I do a lot of driving for work. This is something I wouldve noticed before drop off. I immediately notified marcenell and he ignored my many texts and voicemails. To this day I havent heard back from him. I contacted corporate and they set up a meeting between ***** ********* and myself. On 3/31, ***** told me customer service is his livelihood and he test drove my car, assuring me he would see if his higher *** would give him to ok to repair the car and follow up with me in a day or 2 (front strut damage=$1900 in repairs). ***** also said he would follow up with marcenell to see why hes been ignoring me. After the meeting, I contacted corporate again to see if they could expedite this or further assist in any way and they said they would follow up with ***** then follow up with me that week. I let an entire week go by and I havent heard from Copeland ********* Today I called ***** directly and he ignored my call. When I called corporate and had them contact ***** and transfer me in, what do you know, he picks up the phone. I voiced my concerns and frustrations and was told he would call me back today with more info (had I not called today, Im 1000% sure I would still be waiting on them). I also asked him what happened with the Marcenell ignoring me issue and his reply was hes not my guy. I dont know what type of customer service this is, especially coming from the guy whos running the entire business. I would rather be told we cant help you than to be ignored and strung along.

  

  Business Response

  Date: 04/09/2025

  Per conversation with our General Manager and Service and Part director, our Service and Parts director has reached out to Toyota ********** and they will be helping with the repair.  

  in regards to the delay in getting back to Mr. ****** we apologize as there was a miscommunicaiton between Marcenel and our service department.  

• Initial Complaint

  Date:02/28/2025

  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.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below;

  
  Circumstances that do not allow the Dealership to keep a deposit in ************* that Copeland Toyota did not comply with:
  
  1. The time frame to receive the vehicle kept changing and was NOT delivered in the agreed upon time. Once a vehicle was available, the dealership was immediately notified that I would not be taking receipt of the vehicle. 
  
  2. The **** does not match the agreed upon vehicle, so the vehicle agreed upon was not and has not been delivered.
  
  3. When at the dealership, my wife and I both asked the Salesman if the deposit would be refundable. He said Oh yes, absolutely and yes, it is on two separate occasions respectively. That is very deceptive business practice if not true. There is absolutely no hardship taken on by the dealership with this vehicle. 
  
  4. This deposit was placed on a "very in-demand vehicle as mentioned in the dealerships response. This is not a custom order vehicle that cannot be sold. As it was explained to us, there are many people waiting for this vehicle and they cannot get them fast enough. 
  
  After submitting this complaint, I reviewed Copeland Toyotas history on BBBs website and noticed there is a history of these deceptive and fraudulent business practices. Please refund the $1,000. 
  
  
  Regards,

  ******

   

   

  group requesting my refund. I have not received a response. On 2/24 I texted the sales consultant and have not received a response. On 2/27 I called the sales manager and sales consultant, left a message on each of their phones and have not received a response. On 2/25 I received an email stated that a ********* account has been opened with an account ending in *3708 for a Toyota Grand Highlander. I have spent much time chasing this company, using many forms on communication, contacting different individuals, to simply receive a refund for a product that I have not taken receipt. And will not be. Now there is also a ********* subscription taken out in my name that I must take the time to cancel or I will be charged additional fees. I am seeking and full refund and compensation for my time wasted on this simple matter that any competent business would comply with.

  

  Business Response

  Date: 03/04/2025

  Per our general manager, ******* ******, he will be in contact with Mr. ******* and to discuss outcomes to this situation.   Please find attached the signed P&S agreement that Mr. ******* signed with a non Refundable deposit stamp on it.  The Grand Highlander is a very in-demand vehicle and requires that type of deposit.  ************** notes - the vehicle took a while to be produced by Toyota and at no time did Mr. ******* (throughout the entire process) ask for his deposit back.  

• Initial Complaint

  Date:08/07/2024

  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 April 16th, 2024 me and my family went out for dinner for my birthday at **** in ******. On our journey back, we came across a substantialy bad patch of road that consisted of a pothole ( ********** in ******) that delt great damage to my car the (right side) I contacted my local dealer to fix the damage which took them over 1 month to fix and put me out of a vehicle for a while. The statue of limitations allows ********************************************************************************************************************************************************************* for the the damages caused.

  

  Business Response

  Date: 08/08/2024

  On 4/18, ****************** visited our dealership for an oil change.  As part of our inspection of the vehicle, we noticed the right front stabilizer link was bent (which makes sense if ****************** hit a pothole).   The stabilizer was replaced.  

  On 4/25, ****************** visited the dealership complaining of a noise in the right front portion of the vehicle.   The vehicle was repaired and picked up by ****************** on 5/7/24 (12 days later).  Since 5/7/24, ****************** has not complained about a noise in her vehicle.  She was actually in the dealership on August 2nd for another oil change and had a discussion with our service manager and did not mention anything about the repair.  

  We have completed all requested repairs to Ms. ******** vehicle.  The fact that ****************** can not go after the city has nothing to do with Copeland.  

   

   

• Initial Complaint

  Date:05/15/2024

  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.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [I reject this offer due to the lack of clarity on the amount meant to be returned to me. I was guaranteed a refund of my $7000 deposit and $1000 reservation fee. I went through two process to provide the funds, in a timely manner, such as providing my card information and using the provided information to wire another. I had given my card number again when I thought I was going to receive my refund and had not. But I know its possible.]

  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 05/16/2024

  After a quick investigation, I learned that it was our understanding that ************** was still considering a different vehicle.  I have requested a check be cut and mailed to **************.  

   

  

  Business Response

  Date: 05/20/2024

  Check number ****** for $7,000 will be sent out tonight via Fedex.  

  A team member is reaching out to ************** to get her credit card number to refund the original deposit of $1,000.  

  After this is completed - all Ms. ****** money will be refunded.  

  

  Business Response

  Date: 05/20/2024

  Check number ****** for $7,000 will be sent out tonight via Fedex.  

  A team member is reaching out to ************** to get her credit card number to refund the original deposit of $1,000.  

  After this is completed - all Ms. ****** money will be refunded.  

• Initial Complaint

  Date:05/09/2024

  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 April 16th 2024, I was coming from my birthday Dinner and my car hit a pothole that damaged the front of my car that made it make a terrible noise I brought it to the dealership for repairs for the 3rd time stating something was broken I paid the money but the car still made the same noise I then later got a call from The dealership stating that the body shift meant of my car is the reason the car is making the noise telling me to fix that issue. My car hit a small light post in a parking lot that my insurance is aware of that was hit almost 2 years with the same little sent that they are stating is the problem. So they basically charged me for parts that didnt need to be fixed and they arent resolving the issue and they arent helping the dealership (Copeland Toyota) isnt trying to give me a refund and are just giving me a run around instead of fixing the problem by just giving back my car and giving a refund

  

  Business Response

  Date: 05/14/2024

  The customer was in after hitting a pothole and had a noise present. After inspecting the vehicle, we found a right front strut bent and a faulty right front stabilizer link. Both were replaced a noise is present over certain road conditions. We did recommend getting body repairs done because of body flex (unibody design) panels are close and over bumps it is possible the panels are rubbing and flexing. We are going to remove the strut just to check the strut mount.  Noise appears to be gone.  
  

• Initial Complaint

  Date:02/19/2024

  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.

  last january 2023 , copeland has replaced my 2018 rav 4 waterpump. i went in for an oil change, on february 15 th 2024 , they tolded me that my waterpump is leaking. i asked them about the warrenty they said it expired on january 2024. the waterpump should've lasted more than a year, and they not replace unless i pay over $600.00 for a new one. i don't think that's right.

  

  Business Response

  Date: 02/21/2024

  We have reached out to Toyota corporate and they decided to send us another part that we will put in for free.

  Please contact us to set up appointment.  

• Initial Complaint

  Date:01/01/2024

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 01/02/2024

  I have spoken with the sales person that assisted *******************  The black out kit was ordered and when it received it was damaged.  It was sent back to Toyota Corporate and we are awaiting a new set of the kits.  The second key is a Toyota Corporate issue.  They are providing customers with a second key when available.  We do not control when those are received.  

  Please let me know if you have futher questions.  

• Initial Complaint

  Date:09/13/2023

  Type:Customer Service 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.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [ this is absolutely not a small mistake, a mistake that would damage my engine. In the heat of summer, after my vehicle had been serviced I went to drive my car, I feel the car gasping for air, getting too hot, and the engine light coming on. The car was inspected, and its found the engine air filter to be uncover.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Claudino

   

   

  

  Business Response

  Date: 09/14/2023

  Thank you for reaching out.  From time to time, a minor mistake may happen similar to leaving the air filter cover disconnected.  *********** was completed on July 22, 2023.  The check engine light would come on within 1 day.  This individual did not reach out or stop by to have us look at the vehicle.  If they did, we would have verified that nothing happened to the air filter.  Also - if they felt the air filter was damaged, we would have replace it.  

   

  

  Business Response

  Date: 09/19/2023

  We understand your concern with your air filter cover being disconnected.  We have not received any calls to look over the vehicle to verify there is no damage to the air filter or related items.   We do admit that mistakes happen and do everything we can to remedy them.  

  please reach out to the ****************** if we can  review the air filter for damage.  

• Initial Complaint

  Date:06/22/2023

  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.

  On June 15, 2023, I brought my car to the dealership due to a dead battery, an illuminated brake light, and a soft and soft/unresponsive brake pedal.The dealership proceeded to replace the battery as requested. However, they then informed me that, in order to get the vehicle back on the road, that the calipers, rotors, hardware, pads and the brake fluid needed to be replaced.My concern lies in the fact that I was charged a total of $1847.04 for this extensive work, only to be informed afterward that the brake line was leaking and in poor condition. Had I been aware of this prior to the repairs, I would not have authorized the additional work without a proper diagnosis of the root cause for the soft brake pedal issue.The dealership has provided contradictory explanations for this sequence of events. First, they claim that the technician was not comfortable diagnosing the issue without performing the aforementioned work. Secondly, they assert that the work temporarily resolved the issue but that the leaking brake line emerged as a separate problem afterward. These explanations do not align logically, and it seems inappropriate for me to bear the cost of speculative repairs.I want to clarify that I am willing to pay for the solution directly related to the soft brake pedal issue and the battery replacement. However, I am not willing to bear the financial burden for unnecessary repairs that were unrelated to the initial problem.I believe it is important for Toyota to uphold their commitment to providing quality service and fair practices. Thank you.

  

  Business Response

  Date: 06/26/2023

  To whom this may pertain,
  
     This 2010 Prius arrived at our dealership with the original concerns of a dead battery (trouble starting) and the brake pedal feeling soft. We found the battery had failed and replaced it with customer authorization. Regarding the brakes, we found the underside of the vehicle to be in exceptionally bad shape. It appeared the brakes had not been used in sometime and they were extremely rusted.
     In reviewing the repair history for this vehicle, it was evident that the vehicle had never been serviced by my service department. Additionally, the vehicle has ******* miles on it. The Carfax on the vehicle shows the last service at a Valvoline facility for an oil change. The mileage at that time was *******, the date was 08/30/2022. So, the vehicle traveled about **** miles in 10 months. This shows that the vehicle was sitting stagnant which caused the excessive rust on the brakes and underside of the vehicle.
     After the initial brake inspection, we found the rotors were extremely rusted and worn, the brake pads were yellow (see the attached MPI (Multi-Point Inspection card)), and the calipers were seized. At this point, we did not have a leaking line. However,with the amount of issues already present, you could not firmly press the brake pedal at all. Without being able to press the brake pedal, you cannot pressurize the system and test the lines.
     Once we made the initial base brake repairs, we performed a test drive. At that point when we could properly apply the brakes, one of the rusted lines burst. Again, see the attached picture of the failed line. From there, we called the customer and informed them of the additional repair. They declined it and out of good faith,we agreed to replace it free of charge. We feel that there is nothing more we could do for this customer at this time. We clearly communicated with them on the repair process, and informed them when additional repairs were necessary. Copeland Toyota has been in business for 50 plus years and we take pride in upholding our commitment  to quality services and fair practices. 

  We have agreed to replace the brake line free of charge.  

• Initial Complaint

  Date:04/20/2023

  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.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   
  
  As of 04/13/2023 there had been no cancellation process initiated by the dealership regarding the wheel and tire policy. Allstate rep stated that theyve attempted to contact the dealer as did I unsuccessfully therefore recommending me to initiate the process myself, which is the only policy Im referencing on this complaint. ******************************* (financial rep for the dealer) did not return calls, follow up nor emailed copy of w&t policy cancellation as promised; based on the insurance company requirements the dealer and the customer must sing the cancellation form in order to pieces however i have not been called by the dealer to sing any documentation. Based on contradictory information over 4 month period of calls since cancellation was requested, Im asking for copies of such documentation for our records. 
  

  In regard to their standard policy disclosure, even though this may be the expectation, it was definitely not the case with the financial agent handling the loan at the time. After attempting to speak to a manager during this 4 month period, I was simply bounced around only to be transferred to the same financial agents voicemail which reflects on the poor internal compliance monitoring. 
  

  The fact that took over 4 months of neglect, discrimination, unsuccessful calls and a formal complaint to finally get an answer is absolutely unacceptable! If they had been on top of of as they claimed this should have been resolved in the 3-4 week period not 4+ months, I am appalled over their demeanor, no customer deserves to be treated like this. 

   

  Regards,

  ******

   

   

  eak to him or the secretary in his department (listed above) I was told boss is on vacation but when he gets back *** get the proof of cancellation, it was done and I thought i sent you the papers and it has been taking care of *** look into it and I will call you back but he never calls and policy is still active. Legal from my current lender has also reached out but has received no answer. It was the recommendation of Allstate to initiate the process myself based on the reluctance of the dealership to follow through on the request to ensure it is taking care of. Ive waited over 4 months since the vehicle was paid off for this policy to be terminated and cannot wait any longer. Originally I had requested 2 policies ************** paint & fabric) to be terminated however the dealership finance rep failed to disclose that the pain and fabric policy was not cancelable. This business should monitor compliance from their staff to insure this type of information isnt withheld from customers.

  

  Business Response

  Date: 04/21/2023

  To BBB - I have attached 4 pages of backup.  Page 1 and 2 is the proof of the Gap cancellation that ****************** references in the beginning of the letter.  Page 3 illustrates the tire and wheel policy was cancelled on 12/16/2022 (see circled date).  We have contacted our representative at All-State and they acknowledge we cancelled the policy on 12/16/2022 and for some reason it did not go through.  They have pushed it through today and the cancellation refund should come to us within a few weeks.  Upon receipt of the funds, we will cut ****************** her refund.  The procedure of discussing products with client is fairly standard and i believe ****************** was notified that Paint and Fab was not cancelable.  

  Thanks 

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

  CFO

  Copeland Auto Group

  

  Business Response

  Date: 04/27/2023

  ****************** complaint has been resolved.  As detailed in my first response, there was a glitch in All-state system when ****************** cancelled the products.  We have corrected the issues with All-State and ********************** refund for the cancelled product is on its way...

  Thanks