ComplaintsforAutoNation Toyota Pinellas Park

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My daughter and I went through our credit union to get approved for a trade in and vehicle loan of $16,500. The dealership gave her $3000 for her trade in. They were aware the amount that she has left to pay on her vehicle. We test drove a few cars and were told the vehicles would not work for the loan that were were approved for. We were then told on Saturday morning that they found a vehicle that would work for our situation. My daughter test drove the car, we signed all paperwork. The dealership wanted to sell us a maintenance contract we called the bank and realized that a new application would need to be completed for a new loan. We did not want to go through the hassle so we left the maintenance program off. I received a call today from autonation toyota stating that we would have to pay $5,070 because the vehicle was not worth our loan. I called the bank and was told that autonation was supposed to call them before we left the car to get a approval code and all of this would have been forgiven. Our credit was ran numerous times even though we were already pre-approved with the credit union. We would like to keep the vehicle because my daughter has falling in love with it and I would like autonation to forgive the $5,070 they are saying that we need to come up with. We should have never been given a vehicle that would not have worked for our financial obligations that we were already pre-approved for.

  Business response

  05/01/2024

  We talked to the customer and the matter is resolved.

   

  Customer response

  05/08/2024

   
  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,
  
  Daysia *******

• Initial Complaint

  04/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On March 22nd, 2024, I brought my car to AutoNation Toyota in Pinellas Park, ** after realizing the window trim on the passenger side (front passenger, rear passenger, and near the side of the trunk) of my 2 year old Toyota Rav 4 was melting. I was informed that this is most likely due to the sun and where I was parking my vehicle but even though I still had a warranty on the vehicle this was not covered. They tried to claim I parked near a reflective building or car which is what resulted in it melting however that is not the case. I dont understand how you sell a car in ******* that cannot withstand the Florida weather. Then the sales person had the nerve to ask if I was interested in trading in my car for a new vehicle one that wasnt melting.

  Business response

  04/20/2024

  This vehicle was inspected by a master Certified Toyota Technician as well as a member of our ****************** Team. The cause was determined to be from outside influence and is not a Manufacturer's defect. Therefore we are unable to repair the condition under Toyota factory warranty. This would be a customer pay situation. 

  Customer response

  04/24/2024

   
  Complaint: 21593596
  
  I am rejecting this response because: the outside factors your technician claimed was the sun. How do you sell a car in ******* that cannot be parked outside or it will melt. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Invoice number ******* brought car in for repair on ****** was assigned service advisor number 3928 left car for diagnosis of p0456 service advisor calls and explains they cannot find the leak I need to approve for more time I agree later same day he calls again says he recommends charcoal canister I asked how much this will cost he replies just under $1,000 out the door I agree and he says won't be ready till 10:15 24 had to order parts Thursday call says ready I go to pick up car and it's now $1,190.39 I complained he says they added new fuel cap I said that was an expensive cap he said he had to add tax also no extra work was done resolution would be $200 back into my account I have called the service advisor spoke with him and he agreed that he said this statement and he said that the funds overpaid would be returned to my account as of Monday which is come and going

  Business response

  05/10/2024

  We will get the $200 refund sent to the customer by check. We will process the check request and get the reimbursement to the customer within 5 ********/**/2024)

  Customer response

  05/14/2024

   
  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,
  
  *******************

  Customer response

  07/02/2024

   
  Complaint: 21582185
  
  I am rejecting this response because:

  I have not received $200 payment from Toyota AutoNation it's been a month
  
  Sincerely,
  
  *******************

  Business response

  07/15/2024

  Good morning,

  The check request for refund of $200.00 has been submitted today 7/15/24 by ***********************

   

   

  Customer response

  07/25/2024

   
  Better Business Bureau:
  
  Received check in mail deposited and have received funds thank you this case can be closed.
  
  Sincerely,
  
  *******************

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to buy an emergency key as I still only have one. Parts has it but unable to make a service appointment to get one made. Calls not returned and website broke. Was not told only one key until it was time to drive it home. Many other issues during the paperwork phase and process of the title as well as registration.

  Business response

  04/03/2024

  I apologize for this and the miss communication. I will personally assist you and get your key for you. Please reach out to me as soon as possible.

  Sincerely *********************** Service Manager

  ********************************** 

  Direct line ************ 

  Cell Phone ************

  Customer response

  04/04/2024

   
  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,
  
  ***********************

   

  Cost was too high as all options were over $400.  I will wait for the second key from Toyota!

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have been waiting our refund for a warranty for many months now.In this time not one single time have we ever been able to get ahold of finance ***** Messages go un-answered, and the phone has never been picked up once in the ***** times I've been transferred to that *****After my mom passed away a week after buying a vehicle here we went to cancel our warranty. This was several months ago - and still to this day they have no resolution, refund, or even status update.There is no reason it takes 3-4 months for a refund when we paid cash. If this is required then there is no reason we can't have finance actually answer the phone, or reply when we leave messages, or even give us ANY sort of update....

  Business response

  03/21/2024

  I talked to ***** about the matter, we are in the process of resolving the issue. Proper actions were taken for the refund to be expedited.

  Customer response

  03/25/2024

   
  Complaint: 21445465
  
  I am rejecting this response because:  So far **** has worked on this issue trying to resolve it - and moved it to someone called "Heather".  ******* has had roughly 5-6 days to handle it and has had no change or update. She called me with the same information she did several days ago, and still no refund.

  She stated she did not have our cancellation form until recently, however this was provided on Jan 29th in the dealership. They kept the original and gave me a copy.

   

  So far we have no update and just keep being told it's "mailed to the department" for months.  ************************* with no new information and expects it to be satisfactory. I pointed out that she has no new information and nothing has changed, and her saving she didn't have the cancel form is false and untrue (It's been there since Jan 29th).

   

  We are now awaiting a reply from **** in regards to this.  I will come in person again this week to get resolution.

  This money is meant for to bury my mom whom passed away and it should not take 3 months to refund CASH that was handed to you.  It should NOT take over 2 months and STILL NO REPLY from cancellation department.

  This is not how you run a business and keep people happy.  "*******" hung up because I wasn't happy with her having no new updates. Never once did I yell, curse or do anything inappropriate besides point out the info she said is untrue, and that she said the same exact "UPDATE" as last phone call nearly 5 days ago
  
  Sincerely,
  
  *******************************

  Customer response

  03/28/2024

   
  Better Business Bureau:
  

  We can close this now. They mailed a check 

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

• Initial Complaint

  02/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On February 2, 2024 I went to AutoNation Toyota to purchase my previous leased vehicle from this company. I was informed that day that my pay-off was $16,505.30. On February 20th I received a notice from the original leasing company that a payment was due. They suggested I call the dealership to find out when they sent the check. On February 21, 2024 I called AutoNation Toyota and spoke with ******* in the ********************** She informed me that they mailed the check for the payoff to the leasing company on February 9, 2024 in the amount of $13,473.68 which was the payoff. I asked ******* that if the payoff was only $13,473.68 why was I charged $16,505.30. ******* did not have an answer to this question and said a manager would reach out. I advised I would appreciate an answer as in my opinion as to what I would describe deceptive trade practice (fraud). This is definitely not putting the customer first and just a quick way to churn a profit. It is the end of the business day and I have not heard from any of the managers.

  Business response

  02/28/2024

  Talked to the customer, issues resolved, payoff checks were sent to the lender.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Wednesday, February 14, 2024, I took a 2014 Toyota Prius to AutoNation Toyota Pinellas Park ************** for an oil change and to look into a rattling sound. They found an issue with the steering bushing, but wanted to charge $911.87 for what should be a $20 part and a quick/easy installation, or also offered to replace the whole steering column for $2709.34. Of course, I declined, and asked just to get my car back without any such work done. It took over 4 hours (they said it would only take 2 total maximum), and then as soon as I was driving off the lot I noticed the steering wheel made a scraping noise when turning, which it never had done before. I then noticed that the rattling sound was MUCH worse whenever the vehicle hit a bump or pothole. At that point it was late in the day and I did not have time to take it back in. I considered taking it back in the next day, but I had to work and did not have 4 or more hours to waste waiting again on what should be a quick fix, nor did I have any confidence the technicians would do a better job than last time when they damaged my vehicle. I could seek additional recompense for such damages, but instead ask merely for a refund, which I have asked them for directly and they've ignored, which constitutes a refusal, as documented in texts, attached.

  Business response

  02/22/2024

  The guest came in with a complaint of a noise and was quoted the diagnostic fee of $195 and guest signed workorder electronically.  Vehicle was diagnosed as needing the steering column bushing replaced.  The guest declined the repairs, and the vehicle was put back as close to the condition it came in with.  As the bushing was found to be damaged upon inspection, we are not able to put it back 100% without the guest completing the repairs.  

  Guest also had additional services performed while in for repairs.

  Guest has never given us the option of reinspecting the vehicle to determine what the noise he is currently hearing.

   

  No refund would be granted without the vehicle being reinspected.

  Customer response

  02/22/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  The business acknowledged that they put the steering column back improperly. I requested to cancel the diagnostic (I never asked for it in the first place, just wanted them to see if anything was obvious to them while they were performing the oil change and looking under the hood anyway, but ******** bullied me into signing his tablet without allowing me to sit down and read over it, and told me that my partner and owner of the vehicle had requested such a diagnostic, which was a complete and utter lie and he knew it) and tire rotation before they took my car into the garage and was initially told OK, but then hours later was told they had already started it so it was too late but they could take the tire rotation charge off. If they can remove one charge they can remove the other. In any case, now the vehicle is in worse condition than when I brought it in. I will need to take it to a mechanic that can actually fix the damages that AutoNation Toyota caused. Why would I bring it back to them to inspect when they were the ones that damaged it and spent over 4 hours doing it when they said it would take 2? During all of that time nobody advised nor informed me that because the bushing was damaged that putting the steering column back the same way would be impossible and would cause damage to my vehicle, probably because that wouldn't have happened had it been done with care and professionalism. They have proven themselves to be dishonest and deceitful. I have wasted enough of my time with them and it is not my responsibility to bring back my vehicle for them to inspect. I am happy to provide video evidence of the damages. If AutoNation is unwilling to simply refund me my money, I reserve the right to go to small claims court for not only the refund but the cost of repairs from a different mechanic, my total time spent all of this and anything related, and lawyers fees, which will add up to thousands of dollars instead of the $335.57 refund. Furthermore, their estimate of repairs to my vehicle of $4,185.12 was outrageous and was partnered with a salesman trying to pressure me into selling the car to them so they could resell it for more, which does not bode well for confidence in their assessment. And in fact they violate their own fine print in those estimates, as the line for Shop Charges is $69.95 despite the fact that their fine print reads "SHOP SUPPLY COSTS: We may have added a charge equal to $3.00 or 12% of the total cost of labor and parts, whichever is greater, not to exceed $65.00, to the repair order..." Clearly they cannot even follow their own protocols, and I cannot be expected to trust them with the vehicle for this inspection they keep trying to bully me into again. Fool me once...

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

  Business response

  02/22/2024

  We have never once reject giving a refund, but we asked to inspect the vehicle.  

  Noone bullied anyone into anything.  We charge a diagnostic fee to inspect the vehicle, that was made clear up front. 

   

  As for the estimate showing a higher shop fee, that does not get charged on the final bill.

   

  Customer response

  02/27/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  

  Business claims "We have never once reject giving a refund, but we asked to inspect the vehicle," but that inspection must be done at their place of business, the same place that damaged it in the first place and took over 4 hours to do so when they said it would only take 2 hours. Again, I should not reasonably be expected to accommodate them nor trust them when they have this track record, especially as they are now claiming to deny the bullying and rude conduct of their employee ***************************** towards me. AutoNation Toyota, please refund today so that we can settle this amicably and fairly and put it behind us, please.

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

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought a car from this store in July of 2023. The car had an issue with the cue system which controls the sound and ac in the car. Was told by the sales rep that the parts were in stock at this location. That was a lie. I was issued a rental by them. It took 3 weeks for them to receive and install the system. One month later the ac went out. I brought car in for warranty service. Was told I had to leave car. Get an out of pocket rental. I did that and car was repaired, upon checking the service invoice no parts were ordered. Sounded fishy but ac was working i didnt question it. 14 days later ac goes out again. I came back to service. I was told i had to leave car or go to a cadillac dealer and pay 200 for them to fix issue, since the cars warranty was about to run out. I took vehicle to Cadillac for service. (Another out of pocket rental) I was informed by Cadillac that the part that was repaired by autonation was damaged and the whole assembly now had to be replaced. The part was expensive and Warranty said they don't cover it. After fighting with the store and corporate they agreed to repair the part. But auto nation only could do repair. So I picked the car up paid almost 300 not 200 to bring car back to auto nation, they checked it. they tell me they have to order parts. Parts come in and I get to store 3 weeks later and again No Parts! Rental again. This store has lied to me multiple times and I've paid over **** in rentals for a car that was under warranty smh. 300 for basically a diagnostic from cadillac Not to mention the amount of time wasted being that I don't live in this city and I have to travel over an hour to get here each time.

  Business response

  01/12/2024

  Guest has dealt directly with management throughout entire case.  Many claims by guest are flat out lies.  Guest was contacted MULTIPLE times to return to have the vehicle repaired.  After 30 days, the parts had to be returned and it was documented that guest chose not to return.  The cause of the excessive rental charges was due to the fact that he is not allowed to rent any of our vehicles.  It is noted that he smoked marijuana while in **********.  He was charged the cleaning fee and has also been barred from other rental agencies for same reason.  Guest was spoken to by the general manager on Wednesday and explained we will re-order the parts when the guest is able to schedule for the repairs.  Guest will not be provided a rental. 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  purchased a preowned RAV4 SE from **** was serviced by that dealership I purchased from, I then had my trusted mechanic run diagnostics, no issues reported/rear wiper replaced, I was told I need to go to the dealership for recalls, I looked up the recall issues and it was noted this was a free service and replacement according to Toyota *** - now I go to Toyota and they want to charge me labor 30$ and for the battery replacement 30$ that was on re-call which somehow totaled 148$ (so dishonest), they find issues that they can charge me for (alternator belt/brake line flushed) and the previous two inspections noted no issues.

  Business response

  12/30/2023

  i have spoken to guest prior to this BBB case and explained that the inspection for his battery is from Toyota, not from **.  Toyota has found several instances of vehicle fires due to an incorrect size battery being installed OUTSIDE of Toyota dealers.  Guest had an incorrect sized battery installed OUTSIDE of Toyota and was advised to have it replaced.  Toyota offered the battery at a reduced rate, and that lower rate was provided to the guest.  Guest insists that because it is a recall, Toyota should pay the entire bill.  I explained that it was not a recall, only a Customer Advisory Notice.  The problem was not caused by Toyota, and they are only attempting to remedy a situation caused by repair shops and parts stores OUTSIDE of Toyota. 

  Since the BBB case was opened, I have attempted to contact the guest on multiple occasions only to have him tell me he could not talk, and he MIGHT be able to talk some other time.

  Customer response

  01/03/2024

   
  Complaint: 20954276
  
  I am rejecting this response because: I was misquoted on what was being Charged - I would expect AutoNation to not quote me a price and charge me MORE  - also I was given two different reasons from different employees - can you at least get together and provide the same details or are you gents just making up your own stories as you go to get over on the customer , I was told that employees normally take photos as evidence of the issue and I was told that for whatever reason they did not take a photograph, very suspicious no - I am curious, can you speak on this ?  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I came in to have the brakes and suspension checked 10.12.23.Got a new alternator belt, a boot for the rear axle drive shaft, new tires,and an intermediate shaft. I was told there was a clunking noise in the steering column and that's why it was replaced?? There was never a clunking noise and now have whining and groaning noise from the steering wheel / shaft. The first service never followed up with me- ******? And when returned (second time) 10.19.23. **** did not did follow up either. When I called Hope she said it was ready and the sound from the steering column is just a "coincidence". This is a family car owned since new. Never had any problems with the steering column prior to service at Pinellas Park Toyota and needs to be fixed.Two email to the manager and no response. There email requests to Toyota *********************** and they promised three separate times that I would be contacted by management - never happened.******************* ***************** ************

  Business response

  12/04/2023

  I spoke to the guest and invited them in for a road test with myself, the service director,  I assured the guest that if there was something wrong with the vehicle that we caused, or one of the parts we installed caused, it would be rectified at no charge to him.  If it was something different, I would provide all of the options necessary to correct the issue.  The guest was happy with the solution and scheduled for 12/06/2023 for the inspection.

  Business response

  12/04/2023

  I spoke to the guest and invited them in for a road test with myself, the service director,  I assured the guest that if there was something wrong with the vehicle that we caused, or one of the parts we installed caused, it would be rectified at no charge to him.  If it was something different, I would provide all of the options necessary to correct the issue.  The guest was happy with the solution and scheduled for 12/06/2023 for the inspection.

  Customer response

  12/07/2023

   
  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,
  
  *******************

*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. ↩