ComplaintsforAutoNation Toyota Pinellas Park

• Initial Complaint

  10/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a vehicle (2024 Toyota Rav4 XLE Hybrid) on 6/27/2024. They failed to properly register my new vehicle, had to make numerous calls to numerous different people to finally get a temporary tag for the car since the *** told me I could get pulled over since they had not done any registration (I know they have 30 days to complete it but they did NOTHING, not even the temporary paperwork required). Finally got the registration figured out weeks later but still never received any paperwork after purchasing the car, no bill of sale, literally no paperwork was given to me at all when I left (they said since their system was down they would mail it to me). Now I got a certified letter from a towing company in ******* saying they are putting a lien in my name since the car I traded into Autonation Toyota Pinellas Park was involved in an accident and towed. The proper paperwork for my old car that I traded in was never completed by Autonation prior to selling the vehicle to a new owner. The towing company says they have ran the *** number twice and the car is still in my name and the only people that can fix it is the dealership. I have spent two days calling Autonation Toyota Pinellas Park multiple times getting the run around and put on hold and transferred and told they would call me right back with no calls. Finally was able to speak with the ** who still has failed to provide a reason this happened or offer any resolution to fix it. Asked for the documentation to be emailed to me showing I traded the car into them and what he emailed is missing that part. This needs to be resolved no later than November 14th, 2024 since the towing company is now putting a lien in my name for this car that I no longer own simply because Autonation Toyota Pinellas Park failed to do their job correctly.

  Business response

  11/07/2024

  We talked to the customer we provided additional documentation about the vehicle that she traded in. She has all docs needed and if she needs anything additional, she will contact us.

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Came in to AutoNation Toyota with a blown transmission in my Toyota tundra they could not replace it with with a Toyota transmission. They were not available anymore so they sold me an American transmission that they raved about being one of the best and having the best warranty a three year full replacement no hassle, a couple months later and only 7000 miles this new transmission blows the dealership went through all the steps for the warranty company to replace the transmission. The warranty company is refusing to replace the transmission. They are stating the dealership installed the transmission improperly, and they will not warranty that and now the dealership is trying to strong me and pass the expense to me, they broke the part and they want me to pay for it and thats not going to happen I have been without my vehicle for almost 2 months. I have lost work. Ive had to pay for alternative transportation, and this is caused emotional and physical stress on me and my family. I just want the dealership to take responsibility for their actions and fix my truck, the back-and-forth between them and the warranty company has nothing to do with me and I should not have to suffer for their incompetence. Legal council is the next step. I figured the transmission cost $8,000 so I can put that into a lawyer just as easy as I can put that into another transmission.

  Business response

  10/30/2024

  We are currently working the seller of the transmission. They are stating the transmission was overfilled. We submitted a 30 second video that they requested. These are sealed transmissions and do not have a dip stick to check oil levels. The warranty company on this is stating they can tell how much fluid is in transmission by the flow they have seen in that short video when we pulled drain plug as they required. There is still fluid in transmission, and we have not touched it waiting on them to advise. The only true way to verify how much fluid is in the transmission is to completely drain the fluid into a container. Temperature and several other factors would affect the flow of any fluid let alone transmission fluid. Both our main shop ********* who are Master certified Toyota technicians **** 50 years of Toyota Experience > state even if it was over filled it would not cause this condition the vehicle is currently doing and if it was overfilled it would have had systems with in first 30 days and more than likely blow out the breather tube which did not happen.  

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, my name is ******* *********. I want to make a complaint about a service I requested from the company Autonation Toyota Pinellas park On September 30th, I took my vehicle to have the horn repaired. They told me that I had to leave it until the next day and that they would let me know when it was ready. They offered me transportation, which I accepted. The next day, I decided to go there since they were not answering calls or text messages. I had to spend around $80.00 to go to work and then to the company in taxis. When I got to the company, no one knew anything about my car. They couldn't find the service order. Finally, they found it and, to my surprise, nothing had been done to the car and they didn't know the reason. They told me that I could leave the car another day, but I decided to take it since I didn't trust them. I would like someone at the company to give me an explanation since I lost money and time.Thank you

  Business response

  10/02/2024

  I have reached out to this guest several times today. Phone acts like we are blocked. I sent text also. We own the missed communication as I spoke to her in person on 10/1 about 6pm. I apologized and stated we would reach out to her in a few days when the parts arrive. At this time when the part arrives for her horn **** relay switch> we will install at no cost to the guest for her inconveniences.

  Thanks . ***** Labate 

   

• Initial Complaint

  09/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  PULL CREDIT WITHOUT PERMISSION!We had a pre approval letter from a lender that wanted to use. We went to purchased the car and explained that did not wanted the credit to be pulled since we had our approval. We did all the process with our lender. We realized that the credit was pulled with Autonation and Cap One Fin Via Dealer. Now they are refusing to remove it from the credit.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new Toyota Tacoma truck that is now 2 1/2 years old with only about 21k miles on the vehicle. This vehicle is still under its original factory warranty of 3-years 36k miles. The paint started to peel around the window. Did some research and this is a widespread issue Toyota is aware of. Brought the issue to the attention of the dealership I purchased the vehicle from, Pinellas Park Auto Nation Toyota, and was told my vehicle was not on the list to be covered. Then told it would fall under factory warranty which has now been denied. The Toyota dealership just tells me to keep calling back with no resolution to my problem after a month an a half and my warranty will be expiring soon. Pinellas Park Toyota has told me the defect is a Toyota problem and not theirs. This is even though they do warranty and recall work. Poor customer service and no resolution to a very costly problem Toyota is aware of. There is no direct Toyota manufacturing place of business to take my vehicle. Local dealerships are the communication line to Toyota and they represent the brand.

  Business response

  09/18/2024

  We are currently still working with Toyota on this vehicle. This is a Toyota manufacture issue not an AutoNation issue. There is a national recall on some of these vehicles, but this current vehicle is not one under this recall. We have reached out to Toyota and are currently working with Autonation Pinellas Park Body shop and our contacts/reps from Toyota corporate. After the vehicle was dropped off at the AutoBody shop, we processed and took pictures of the vehicle sent them to Toyota as we must do for every paint warranty issue to be approved, and work paid for by them. Toyota then found that the vehicle was in an accident and there was some work done previously. The customer was asked for proof of these repairs and what was done, as certain repairs may void warranty and what they may fix under warranty. We are currently waiting on Toyota to finish their findings if this is warranty or something to do with previous accident that the customer never originally disclosed. We have updated the guest the entire way. 

  Customer response

  09/19/2024

   
  Complaint: 22299473
  
  I am rejecting this response because AutoNation Toyota Pinellas Park was notified of the minor accident and given the Geico repair details the same day I was informed of the issue which was July 26, 2024. There was no intention to conceal any prior damage to the vehicle and I was never asked about any possible damage. The accident in reference was very minor with a rear bumper replacement and this is clearly identified in the Geico repair information I emailed to the collision center. No areas of paint are peeling that are near the referenced accident. Moreover, the peeling paint is specifically occurring in the problem areas identified in the  Customer Support Program notice for the defect and not even in close  proximity to the bumper of the vehicle.
  
  I have followed the terms in the Warranty for Toyota contacting the dealership first and then Toyota ************* as indicated to do so in the booklet.
  
  The paint issue is clearly related to the defect outlined in the notice sent by Toyota that I never received. AutoNation representatives have even inspected the vehicle noting this to be the case even though the *** number is not currently identified in the database of affected vehicles I am told.
  
  My vehicle *** not being listed in a database as the reason not to repair what is clearly a paint defect is not an acceptable response due to the fact it contains the paint code and year of manufacture identified in the paint defect notice. Regardless of the paint defect the vehicle is still under factory warranty of 3 years 36k  miles.
  
  According to the Florida motor vehicle "lemon law"  entitled the Motor Vehicle Sales Warranty Act of Fla. Stat.681  specifically states the law applies to purchasers of new vehicles that  have a condition or defect that substantially impairs the use, value, or  safety of the vehicle. Such conditions or defects include defective  paint, leaks, and mechanical problems.
  
  The solutions I have been  given to spot paint the warranty is not acceptable as I am entitled to a vehicle free of defect under warranty. The response provided is not  acceptable because the *** of the vehicle not being in a database as an absolute to not be covered is not absolute as mistakes are made and I am certain other vehicles are being identified as having the paint defect problem.
  
  Pinellas Park Toyota is where I purchased the vehicle.  According to the warranty manual and information provided to me with the purchase of the vehicle it specifically states to work with the dealership as a representative of Toyota.
  
  The response is not accepted because there is no formal resolution.
  
  To resolve this problem with my paint defect I would ask for this problem to get in front of a decision maker with authority. A spot repaint is not a solution under warranty but only a temporary solution when the  additional problem areas on the vehicle eventually begin to peel. The vehicle  should be added to the list of affected paint defect trucks and I should receive a formal written resolution on the vehicle being repaired properly under either the defect program or factory warranty having knowledge of a paint defect.
  

  If a formal agreement cannot be  presented in writing with an attempt to correctly cover the vehicle paint defect, I would request  assistance in pursuing the ********************* Sales Warranty Act for paint defects and expect a full reimbursement of the original purchase price of the vehicle.
  
  The response is not accepted because  there is no grey area of interpretation for the paint issues on the  vehicle I own that is still under factory warranty even when looking at a minor accident. The Toyota paint defect program is covering vehicles all the way back to 2016 that have years of likely much more extensive real damage. The truck I own is only 2 1/2 years old with 20k miles.
  
  I have attached copies of the Toyota warranty steps that specifically states to contact the local dealership and the email communication sent to the representative in the AutoNation Toyota collision center regarding the prior repair work on the vehicle.
  
  The response is not accepted because I have continually been told to just keep calling AutoNation Toyota to check on the status of resolution. This is not a solution.
  
  I would again request this issue get in front of a decision maker with authority that can present a written formal solution as the first date of contact reporting this issue was July 10, 2024.
  
  Sincerely,
  
  *******************

  Business response

  09/19/2024

  Unfortunately, there is not much we can do here at Autonation Toyota that we have not already done. This is a Toyota manufacture issue and decision, as we previously stated we have given Toyota at this time everything they have asked for and required. They have not contacted us yet at this time on what the plan of action is. We must wait for the manufacture to give the decision and advise us what they would like us to do.

  Customer response

  09/19/2024

   
  Complaint: 22299473
  
  I am rejecting this response because:

  After two months since reporting the issue there has been no resolution. Simply waiting for an answer is not an action or solution.

  I reject the response because there are actions Auto Nation Toyota can take in response to customer service and resolving this matter as a representative of Toyota and its products which the warranty manual specifically states a customer contact their local dealer for recalls and warranty items.

  Actions suggested;

  Provide evidence of communication to Toyota to resolve this matter.

  Provide evidence of a claim being denied.

  Follow up with the customer and give regular formal updates on the status of this issue either by postal mail or email. Just asking a customer to keep calling back to check the status of the issue is not a solution. Just waiting is not a solution.

  Reach out to someone of authority that can make decisions. This could be a General Manager or Auto Nation Corporate with authority. As a large representative of Toyota Manufacturing there is communication to a decision maker of authority to resolve this issue which I will also be reaching out to in order to resolve the paint defect. This is an action to resolve the matter. 

  I would also reject the response as I have been told several time a General ****** would contact me regarding this issue which I have yet to hear from. If this claim is eventually fulfilled, I request any communication in a formal written manner either through email or the postal service.

  Waiting for a response is not an accepted solution due to the fact my factory warranty will be expiring in a few months time.

  A solution is to have a formal written action plan presented to me stating the paint defect will be covered in its entirety.

  The response is rejected because it does not matter that this is a manufacturing issue. This does not solve the problem with an action for resolving this problem as a customer of ********************** Park ********************** Auto Nation.

  The problem with the paint defect is not just the defect itself. The additional issues are the vehicle is still under warranty which requires a timely resolution and the actions by Auto Nation Pinellas Park as a Toyota representative have fallen short in customer service as a representative of **********************.

  I understand the paint defect is due to Toyota manufacturing. I have contacted Toyota Motor Sales again directly regarding this issue. This complaint is for the service as a customer and the paint defect which ********************** dealerships are expressly stated as a communication and repair line for resolution.

  I reject this response because placing blame on Toyota solely to resolve this problem as a customer of ********************************************* is not an acceptable action of resolution as Auto Nation Toyota represents Toyota Manufacturing and its vehicles.
  
  Sincerely,
  
  *******************

• Initial Complaint

  09/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This Toyota put down false income information for me and my father. My father was my cosigner, and they put down his income (and even higher than he put down) instead of mine but I am the first on the paperwork. Our credit scores are not completely messed up and they told us whatever bank doesn't approve us we get out credit scores back that were taken from out from the credit applications.

  Business response

  09/17/2024

  customer return the vehicle next day. transaction had no cosigner. spoke to the customer and she confused us with another dealership as we never checked her dad credit, and we already canceled the deal after taking the vehicle back 

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 9/10/24, I scheduled a service for an oil change and found a nail in my tire. The service advisor, ***** *******, took my case and estimated a 1-2 hours for it to be completed. I waited on site and ***** would only update me once more that my car had started being serviced. I received updates on my phone, and clicked on the link it sent me to see the recommendations. I went through each of them and selected agree or reject. I agreed to an oil change service and brake fluid service. There was another option that I saw regarding the nail in my tire and it showed that it costed $26.95, so I agreed to it. My service advisor never came back to update me anymore as I was sitting there for more than 3 hours until finally, I got a message that my car was finished and to meet her at her desk. I went to her desk and she just told me the total, which I did not think much of it because I had trusted her as I received excellent customer service in the past and never had an issue. It wasnt until I was standing outside waiting for my car to be retrieved that I saw an unfamiliar charge on the receipt and asked her what it was. She stated that it was a brand new tire and left before I could say anything. I just went home due to shock. My question is, does accepting that nail service on the link sent on phone messages authorize her to replace my tire with a brand new one and give her the authority to choose which tire to use without asking me first? It was also the most expensive tire on your website at $265 for 1, which I would not have chosen, because I am still a student.I looked again on the link from the messages and saw my total would have been $350.51, but I ended up paying $529.14. Why was there such a discrepancy between what was displayed on your website/app link and on paper? If there was such a misleading quote, there should have been more communication, but that was not provided. I tried reaching out to the general manager, but have not received any replies yet.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2023 Toyota Tacoma from this dealership on 7/21/24. The purchase process was as expected. There were a few defects on the vehicle: chipped windshield, 12 inch scratch along the side, damaged/wrinkled tint on the driver window, and some detailing work. All of these issues were promised to be taken care of prior to coming back and picking up the vehicle. A few days later, I was told the truck was ready. When I arrived, none of the defects were addressed. I then waited for 4 hours before having to leave for work. The truck was still not ready, so I had to leave with my old vehicle (for which I had already traded in the paperwork). Then I returned the next day, and the windshield was still not repaired. I was told that they would reach out to me for when I should bring the vehicle in to get the windshield repaired. About 1 week later, I was put in contact with a windshield company with which the dealership works, but they tried to have me submit a claim through my insurance, which was not approved because it was a preexisting condition. Then, I scheduled a windshield service to be paid by the dealer, and the windshield company never reached out nor showed up. Meanwhile, I had submitted a ****** review (which was requested by the dealership), and I detailed my struggles and disappointments. Then, I was contacted by the manager's assistant, where the windshield was promised (prior to the no show) and an additional key fob was to be given to me. The request was that I take down my review. It has been 2-3 weeks since that phone call, and I have not heard anything from anyone at the dealer. Lastly, I have a temporary license plate (despite my request to keep my old one). It expires in 1 day, and I have still not received the permanent tag, which was promised to be sent by the dealer. I am unable to get into contact with anyone that seems to be able to help. It has been a disastrous experience.

  Business response

  08/22/2024

  The replacement Windshield was ordered for the Tacoma and our glass contractor is reaching out to set up installation. I will also follow up until ************** confirms this matter has been resolved. The Tag work is still being processed but ************** is welcome to get a second temporary tag at no cost while his registration is being completed. I left a voicemail inviting ************** to call me back in order to set that up on 8/22/24 at 3:36pm. This should satisfy all of the issues ************** has brought to our attention. We look forward to getting these issues resolved quickly for **************.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2024 Toyota Tacoma the detailing **** scratched my right rear door they have had my truck over 3 weeks now with me getting multiple alerts of the doors being unlocked and windows being continually being opened saying for me to turn off app saying there must be a problem with the sensors leaving me without a loaner vehicle saying now they are waiting on a emblem with excuses of continually working on vehicle I have spent over ****** dollars on new vehicle's thru them and this is the customer service I get not exceptable

  Business response

  07/02/2024

  The issue has been resolved. The customer took his vehicle.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought my car from this location back in July 2021. I have an extended warranty on my vehicle and the finance department is refusing to answer my call or even call me back. I've been calling since May 23rd,2024, with no success. The sales team has been incredibly rude to me, especially a guy named ******. I've left two messages with a female receptionist who said she's been giving the messages to someone in finance, but I haven't received a call. Its gotten to the point that the sales team recognize my number and will pick up and hang up the phone or just send my call back to finance knowing they won't answer. It's crazy that someone is trying to call about a warranty I'm paying for and can't even get ahold of anyone to talk about it. My lender keeps telling me I need to speak to the dealership regarding the warranty and Gap on my car and that's the only reason I'm calling and I'd like a call back.

  Business response

  06/13/2024

  ********************* Finance Director talked to the customer; matter was resolved with the customer.

  Customer response

  06/13/2024

   
  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,
  
  ***************************

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