ComplaintsforWesley Chapel Toyota

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  Business response

  09/17/2024

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

  Thanks,

  Business response

  09/20/2024

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

  Customer response

  09/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  09/11/2024

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

  Customer response

  09/11/2024

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

  Business response

  09/12/2024

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

• Initial Complaint

  09/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  8/30/2024 I went in the the dealership test drove a Chrysler 300 the salesman went and got his manager **** ****** who said he had a conversation with me before I realized he had an aggressive tone and was unprofessional because he raised his voice after I questioned him about TILA and that finance charge is the sum of all charges also I made him aware that they are fiduciary to my Trust and should do what's in my best interest which is sale the vehicle and the transaction does not require money down or a bank or lender approval because they offered me a credit application to open an account at ******************** to extend credit a consumer consideration is his signature and the debtor is a seller of accounts and promissory Notes

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Buy car,2mths later,need new engine,had loaner over 2mths,they say they fix,i go to maintance car,has other issue every time,they needed ppwk for new prblm,they dont send ppwk,they put prblem on cunsumer,while having solution at press of button,they point fingers at eachother,yet car not fix,i call they dont respond,they make big fix on car yet still have prblm,they lie and dont put on car fax,person whom could have easily fix issue did not follow up on own notes made,more finger pointing,car still not fixed,i travel alot,now i beleave its dangerous,but cant stop,i call leave msge,no response,i spoke with 2 wkers,1 mger,1 supvor,yet nothing,car has longer twrm warrenty,i was told to send in pper wk i dont have, they have it all but unprofessionalism and immaturity is what i face,they have all tge ppwk needed and have not complied to fix nor satisfy customer of 6 cars in location,they ask for loyary and give lies,please help

  Business response

  08/07/2024

  The repairs to this vehicle were completed on 8/2/24. the customer has been provided copies of repair invoices, however, has misplaced them. customer states Carfax records are incomplete. as we are not beholden to ******, nor have control over what they report the customer can send his invoice to ****** and request that it be added to their vehicle record. Carfax pulls information from dealers; dealers do not proactively send the information to ******. I have attached copies of the invoice from the engine replacement that the customer has mentioned as well as of the most recent repair visit. 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Wesley Chapel Toyota issued check No.41407 for $299.00 on 10Nov23 to refund me for the cancellation of ValueShield and sent it to SouthEast Toyota Finance which in turn endorsed it to my name and mailed it to me but I couldn't cash it because it was not made to my name. Several emails and a couple of calls to the officers of West Chapel Toyota to make a correct check but they have not made it. This morning I filed complaint ID ******** with you and received this answer: "We regret to inform you that your Better Business Bureau (BBB) cannot process your complaint. The case has been reviewed by one of our ******************** Consultants and was found to contain issues that are out of BBB's purview." which I don't see why not. Please retry this complaint and get the dealership to refund my money. Thanks.

  Business response

  07/12/2024

  When a vehicle is financed along with any protection products (such as the ValueShield) and a customer chooses to cancel the protection, we are required to send the money back to the lender.  I don't know why Southeast Toyota Finance sent this check to you instead of applying it to your loan.  I would recommend asking SETF if they will accept that check as payment toward your principal balance.  I can otherwise cancel it and send another check.  It will be made out to and sent to SETF.  We are not allowed to send cancellation proceeds to a customer without proof of a satisfied lein.

  Please feel free to contact me directly for additional clarification if needed.

  ************************ / ************ / *******************************

  Customer response

  07/13/2024

   
  Complaint: 21896550
  
  I am rejecting this response because:

  You were informed that the loan was cancelled and therefore the vehicle has no liens.  The attached document shows that it was cancelled, and the check was returned to me (endorsed) 
  
  Sincerely,
  
  ***********************

  Business response

  07/26/2024

  I am in the process of getting the check re-cut in your name.  ********* will require a "Paid In Full Letter" from the previous loan.  The attached documents do not include this.  Feel free to send it directly to me @*********************

  I will already have the office getting it prepared.  I just can't send the check out without the letter.  Sorry for the inconvenience.  You can also call me directly @ ************ if clarification is required.  Thank you!

  Customer response

  07/26/2024

   
  Complaint: 21896550
  
  I am rejecting this response because:
  I submitted that letter to them long ago (see attached) Is it not enough? I would have been better off doing business with the proverbial gypsy horse trader than with this unscrupulous dealership.
  Sincerely,
  
  ***********************

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/2023 purchased a lifetime warranty from Wesley Chapel Toyota. Pd $209.95. Moved to ALA 7/2024. Had auto serviced at ************ Toyota in enterprise. ***** would not honor Wesley chapel Toyota's warranty. No restriction on contract that states warranty good at dealership where purchased. I Contacted Wesley Chapel. e-mail from *******************,, 3/2, 3/4 and 4/9. From ********************* 3/2, both from Wesley Chapel FL

  Business response

  05/08/2024

  I called the customer and offered to refund her the $40 difference between the lifetime alignment and a normal alignment. I explained to the customer the alignment charge is $169.95 and there is an additional $40 charge to make it a lifetime alignment so there would be no charge moving forward on alignments but could only be redeemed at Wesley Chapel Toyota. Because the customer now lives in *******, I offered to refund the $40 and the customer stated no thank you and hung up. I tried to call back but have not been successful in getting ahold of the customer.

  Customer response

  05/08/2024

   
  Complaint: 21608380
  
  I am rejecting this response because: He did not try to call me a second time. The rest of his statement is true. My copy of bill from wesley chapel toyota total was $329.15.  The bill include A: lifetime warranty 4 wheel alignment, B **************** The bill does not show a breakdown of the cost of what an alignment cost without the lifetime warranty. it indicate one price of $209.95. I listened to fast talk from this company and was taken advantage of
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/22/23 my husband and I visited and got a 2017 toyota highlander. On said day we had our 7 and 4 year old with us. The purchase price of saud vehicle was around ***** and turns out value is 15 to *****!! So think I'm scammed on price as well. The issue though is nothing was mentioned about possible brake issues. After getting home with it the brakes make noise upon backing out of my driveway. Well take car in January for 1st oil change. Inspection shows it needs a rotor and brake pad repair in rear as well as sway bar replacement. Hmm something seems off. Look over paperwork and see front rotors and pads changed and apparently they checked the brakes on day of purchase. Mind you this is within 90 day frame and I message about this with no reply. I feel my kids were put under endangerment because this dealer knew there was a brake problem!

  Business response

  04/15/2024

  The customer was in for service 4/12/2024. The customer requested we do the oil change only at this time. We did inspect the vehicle during the oil change and found the front sway bar links leaking grease and the rear brake pads measuring 4mm of depth. We recommended the customer replace the sway bar links and the rear brakes and the customer declined the services at this time. Neither concern pose an immediate safety threat at this time. The customer was informed the complete the repairs as soon as possible because this could become a safety concern in the future. I've attached the service invoice for reference..

  Customer response

  04/18/2024

   
  Complaint: 21487106
  
  I am rejecting this response because:
  

  I did take it in 4/12/24. They did not verbally discuss anything with me but put it on my paperwork it was recommended.  I mentioned everything to thr staff upon arrival and was told they had that stuff on my appointment for repair. However their was a charge and that was the reason for my denial! Maybe this company will just get away with scamming another family like they did me.  They knew this vehicle had brakes that needed replacing and exactly what they were doing not disclosing it upon purchase or I dang sure would not have walked away from there with it that day. I told them from the very get go I needed a 8 seater no less, and something dependable having to take my special needs kids back and forth to school. I'm not pleased this dealer put me in a vehicle like that with my two kids present with me. Again I'll say THEY MADE NO VERBAL CONTACT WITH ME! THE ONLY ONE WHO DID WAS THEIR vip guy who dies trade in and of course even after I told him it wouldn't be worth it to check because they sold me a vehicle for than what it's worth he insisted on checking! 

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

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/7/2024- I was told by ************************* that he could get an appraisal offer on my vehicle but to look for my pay off, I preceded to call navy federal and ***** stated just give me your social and address I can get it quicker by looking it up in their system to find out my credit was ran without consent. A consumer lawyer is in processing of filing a claim due to negligence. Not only did they delete my review *********************** stated he knew nothing about this matter and was told he could run it.

  Business response

  03/08/2024

  I take this customer complaint seriously.   The salesman was working out payments based on the customer saying they had a certain credit score.   The customer then gave her social, date of birth, employment name, income and address so we could not only get a payoff but to verify credit so we could give exact monthly payments.   Gathering all that info he had the understanding we would be running credit which he said they agreed to.   I realize the customer states otherwise so we are in the process of removing the credit inquiry. 

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 9th, 2023 my mother *********************** and I purchased a 2020 *************** Outlander Sport certified used from ****** Chapel Toyota. Within two days the check engine light came on and the battery needed replaced. The dealer replaced the battery and reset the codes. The codes came right back on. Upon coding it myself it coded as a bad catalytic convertor. I took it back to Toyota of Wesley Chapel and informed them of that and asked them to stop resetting the codes and fix it. They refused. I had the oil changed in January **** and advised them they must fix the car it is still coding the same thing. The dealership called the extended warranty company, who refused the repair because the car was purchased too recently. The dealership wanted us to pay for it and said they wouldn't repair it. They called a ********** dealership who said based on the mileage that it was covered under their warranty. I took it there and they found not only was the catalytic convertor bad, but the transmission fluid was also bad. That isn't covered under **********'s warranty. ********** received the part and I dropped the car off to have the convertor replaced. I was just advised by them that the original catalytic convertor was missing or stolen and that there was an aftermarket one installed, which means replacing it isn't covered under their warranty. They inquired about the extended warranty that we purchased with the car. We were given no paperwork at all about the extended warranty with closing documents, and I also can't find a Truth in Lending Act statement in any of the documents. Upon calling Wesley Chapel Toyota for warranty information, we were told they would look into it and give us a call back. ********** was able to located a warranty for the car with Fidelity out of South Florida, but stated it is only a powertrain warranty, not bumper to bumper as we were advised we had and paid for at Wesley Chapel Toyota.

  Business response

  02/01/2024

  the issue with the cat converter was communicated to ** by customer and we agreed to replace it. the customer returned January 25th to have the cat converter installed. the converter was installed at no charge to the customer. ( i have attached a copy of the ** for your review. ) 

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  this is not the first time happening, I go for an oil change and supposedly they check all the fluids and fill it up ,my truck was running rough, I check my *********** am blow low on brake fluid and no radiator fluid

  Business response

  11/24/2023

  left a voicemail and texted the customer at the number provided. Waiting for a response back.

*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. ↩