Complaints

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

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  Florence Toyota

  2300 W Palmetto St Florence, SC 29501-4024

• 

  Florence Toyota

  PO Box 6199 Florence, SC 29502-6199

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/08/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Sales practice / Unauthorized credit inquiry Complaint Details:On June 30, 2025, I visited Florence Toyota in Florence, SC to inquire about a vehicle. I did not give permissionverbally or in writingfor a credit check. Despite this, a hard credit inquiry was performed without my knowledge.I contacted the dealership the next day (July 1, 2025), and spoke with a representative who stated my email had been forwarded to the general manager, **** *********. I have followed up multiple times and have not received a response as of July 7, 2025.This inquiry has impacted my credit negatively, and I am seeking resolution. I would like the dealership to acknowledge the unauthorized inquiry and work with the credit bureaus to remove it.

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In mid September 2024 I purchased a 2023 Toyota Rav4 from Florence Toyota, approximately 2 weeks later I refinanced the loan and my bank suggested I cancel the *** and the select service, I did so on 10/3/2024 Florence Toyota said it would take 10 to 15 weeks to process, attached is a copy of the cancellation, I contacted them and they said it was never cancelled,then it would take another 10 to 15 weeks, it has been about 6 months now, the total amount of the refund is $4,400 dollars

• Initial Complaint

  Date:02/24/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 account details a consumer's experience purchasing a 2010 ***** RX350 from Florence Toyota, highlighting several key issues encountered during the transaction. Initially, the consumer arrived with an approved loan and confirmed terms, but discrepancies arose regarding the annual percentage rate (APR) and the total monthly payment, which exceeded the consumer's budget. Despite being a mechanic with extensive experience, the consumer faced persistent pressure from the dealership's financial representative to purchase an unnecessary tire and wheel package, which was presented as complimentary. Upon reviewing the purchase agreement, the consumer discovered an unexpected charge of $3,900 for the tire and wheel package, which raised concerns about the legitimacy of the transaction. Following the purchase, the consumer encountered immediate issues with the vehicle, including the need for new tires and other repairs, which contradicted the dealership's assurances. The consumer's financial situation was further complicated by personal challenges, including a recent divorce and mental health struggles. In subsequent communications with various parties, including consumer affairs and Toyota's finance department, the consumer sought to address the discrepancies and potential fraud involved in the sale. The consumer was advised to request a refund for the unjustified charges and to document all interactions for legal purposes. The dealership's management acknowledged the issues but offered limited solutions, leading the consumer to consider legal action. The experience underscores the importance of transparency in vehicle sales, the need for consumers to be vigilant about additional charges, and the potential for recourse in cases of perceived fraud or misrepresentation. The consumer's proactive approach in seeking assistance from consumer protection agencies and legal counsel reflects a determination to resolve the situation and protect their rights. call me for info

• Initial Complaint

  Date:12/30/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 am writing to address a serious issue regarding the vehicle I purchased from Toyota Just Better located at ****************************************************************, on October 28, 2024. Despite waiting for my plates to arrive, they never did, resulting in me driving with expired tags. Upon contacting the dealership for an update, I was informed that the tags for my vehicle were not available. After multiple attempts to get a resolution, I finally spoke with the sales manager, who initially seemed to be handling the situation but later appeared to be merely relaying messages. I was told that the check was sent to the wrong address and that the dealership was unaware of the title issue until I brought it to their attention. As of December 27, 2024, I have yet to receive any resolution. It is illegal to sell a vehicle without a title unless there is a Power of Attorney, in which case the buyer must be informed of the details. The dealership has failed to resolve this problem, demonstrated poor communication, and has been nonchalant about the mishap. I am requesting to unwind the deal, a return of my down payment, and a refund of the car payments made to date. Thank you for your prompt attention to this matter

• Initial Complaint

  Date:06/03/2024

  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.

  In April I went to Florence Toyota to purchase a car. The first car I purchased within less than 24 hours turned out to be a lemon and I had to return it. They ended up me into another car in which I had to put more down and payment and price went up because they didnt have another car within my budget but I agreed. One month into having the car the maintenance light comes in which I dont understand why being that we just purchased it. We took it to get whatever done and when we got it back we noticed the light never went off. Took it back again then they called us and said the cars cooler needed to be changed. They tried to tell us we purchased the car last year which was clearly a lie. Honestly I think we deserve our down payment back they have taken us around the world and back about this car. Terrible customer service will never purchase a car from them again!

  Business Response

  Date: 06/03/2024

  The customer did purchase a pre own vehicle from us 4-4 with a down payment of $1500.  It seems she brought it back to take advantage of our 72 hour exchange program for another pre own vehicle for an additional $500 down payment to total $2000.  We discounted the vehicle to help the bank call because of credit issues.  We offer all of our customers protection on their vehicles for reasons like this.  They declined.  We also provide a free 30 day powertrain coverage for additional piece of mind.  ************** has a lemon law that applies only to new vehicles if it turns out to defective which that is not the case.  Her math also seems incorrect dealing with the down payment.  At this time i dont believe we have done anything wrong and will not assist.

• Initial Complaint

  Date:02/09/2024

  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 12/08/2023 I purchased a vehicle an a prepaid maintenance service.Two days from this date I called the dealership finance department to cancell the prepaid maintenance service.I have called several times about this matter an told the that it will be taken care of.As of this date nothing has been done.

  Business Response

  Date: 02/20/2024

  Maintenance has been canceled but could or takes ***** weeks for it to be finalized. The refund goes to the lienholder and not the customer so the balance will be lowered the amount of $1495.

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Toyota tab 4 was purchased from floor Toyota, and we purchased an extended warranty when the RAV4 was purchased, the Toyota RAV4 was sold the bank that financed the automobile was paid in full and I have a letter stating that theres no lien on the vehicle, the extended warranty that was purchased for the Toyota RAV4 was canceled and the amount of $1822 was sent to Florence Toyota because I did not furnish them a letter at the time the warranty was canceled so I assume it is their protocol to return the warranty money back to the bank that financed the . Talked to the finance company. I have got a letter that the lien is paid in full and they show no type of records that they possess any check That Florence Toyota has sent them, I have a copy of the check that according to Florence Toyota dated January 10, ****, I have reached out numerous times to the bank that the car was financed through, and the same response is given to me that they do not show that they have that check, and if that check was sent to them, it would have been returned back to Florence Toyota, because the account is paid in full, I have discussed this issue with Florence Toyota numerous times over the past 3 to 4 weeks. I was told five days ago that the check has not been cashed. I asked if the check could be canceled and then Toyota could wrap me another check, that did not seem to be an option from Florence Toyota I went to Florence Toyota today, Friday, February 2, ****. I asked for a tracking number and a signature from the person that the check was sent to again they either would not provide that information, or could not provide that information to me, nor did they have any concerns as to when or how I was going to get my money back. I made it clear that. I need proof that the check was even sent, and I need proof as to a tracking number And who signed for the check they are completely unwilling to offer me any assistance, and the comment was made that by me coming up there, every day was not helping the matter

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In short, I purchased a used vehicle from the dealership. 3 days after purchase, the motor failed. After dealership had the vehicle for 5 months, the vehicle was returned with new motor. Less than 30 days in possession, ** failed as a result of improper installation on new motor per GMC service technician. Finance manager advised us it was not covered under warranty and would upgrade warranty (even though failure was caused by their technicians installation). It is not a warranty issue even if it was covered because failure was caused at the dealership. ** worked when purchased and when vehicle was taken for motor repair. Owner of dealership refused fix and refuses to pay to fix **. Dealership also advertised 30 day satisfaction guarantee. Even though I purchased the vehicle 6 months ago, I haven't had possession of the vehicle 30 days before ** failed. The dealership is an hour and a half from my home and makes it difficult for transportation. I have 6 months of documentation, emails and phone logs backing my claim. Staff was pleasant and as accommodating as possible but owner was not and refuses to resolve ongoing repairs. During last phone conversation the owner told me to "contact my lawyer" and hung up on me mid sentence. He tried to belittle me asking " how do you know the ** isn't working" and stating he didn't know about the mechanics of the vehicles. Dealership and service department knew of motor issues prior to sale but did not inform me of it until after I purchased it. Dealership service center admitted not knowing about GMC vehicles and sent vehicle off site for diagnosis of motor but yet they replaced the motor in house. Damaging the ** on installation proves they were correct and did not know about GMC motors.

• Initial Complaint

  Date:11/14/2022

  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.

  In September 2022 we purchased a 2015 Gmc Yukon from Florence Toyota financing $32,615.00. The vehicle was actually financed twice. The first time was for over $39,000 and we discovered the internet price was substantially lower at the price listed $32,615. To say this SUV is a lemon is an understatement. The dealership promised to fix the problems that were pointed out before any paperwork was filled out. The salesman (Denzel) ignored our complaints of their "Just better after the sell" slogan and has yet to call. I carried the vehicle back and was told on 2 separate occasions there was nothing wrong with it. The only thing they did was replace headlamp bulbs that I paid right at $100.00 for to fix the vision problem they promised to fix along with the rack and pinion and several other things. The problems continue to be an issue to the point where it's unsafe to drive. Rack and pinion, bad brakes, bad battery, bad coil packs just to name a few. I ask them several times within their 72hr return to give me my trade back and would keep me snowed with "We're going to fix everything". I'm disabled and had to get something lower than the 2018 GMC Sierra I had with only 42,000 miles and this Yukon is just a complete nightmare. Ultimately, I would like Florence Toyota to make it right with either buying it back or letting us trade it for something reliable.
  
  ******* ******** and **** ******
  Please feel free to contact me at..
  ********@gmail.com
  XXX-XXX-XXXX
  
  Thanks in advance.

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 9, 2022/11/25) */
  **** ***** purchased the vehicle not **** ********. **** came in originally and purchased vehicle at sticker price that was reflected on the used car detail page with buyers guide. **** added additional protection warranty, maintenance, and gap. After the deal was done she went home and im assuming was influenced by **** ******** that the amount finance was too much. Gordon our GSM allowed them to come back in take all the protection off. At no time was anything promised during the deal. Florence toyota offers a free 3 month 3 1000 mile powertrain warranty for peace of mind. Late **** ******** complained about the headlights and rack and pin. **** was reminded he bought a pre own vehicle and chose to remove his protection. We tried to do the right thing and offer assistance on both. He has let come in to have the rack and pin fixed. I got involved and offered to overallow on the value of the car for a new deal to show good will. I also reminded him of florence toyota willing to fix the rack and pin. He refused both and threaten to take further action. **** seems to think he has a lifetime warranty that is the responsibility of the dealership without any responsibility on his part. It seems like whenever something new breaks he feels like we need to fix it for free.
  
  
  Consumer Response /* (3000, 11, 2022/11/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  If Mr J**** would be h****t he would also tell the fact that he offered me $10,000 less on a new deal. Also Mr J****, if you want to fix it? Send someone after it and do so because I'm not driving it like it is. If not, whatever helps you sleep at night!