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:01/27/2025

  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 have had several, documented prior issues with Coggin of the Avenues' service dept, such as putting the incorrect oil in my car or returning my car from service with technicians oil hand prints on the interior roof liner of the car. During my service appointment on 11/24, my new car was damaged by Coggin service dept and although they have taken responsibility for the damage they caused to my car, i am filing this complaint so they will remain accountable in resolving all damage they have caused to my car . I also hope this complaint serves to escalate this matter above the service dept, expecting someone higher-up at Coggin group can examine and correct the issue that has resulted in my consistently poor experience.
  
  This is unacceptable. Do better Coggin.

  Business Response

  Date: 01/27/2025

  General Manager personally reached out to guest to discuss damage to the vehicle that was caused by the dealership. We will have vehicle brought back in to evaluate and handle to guests satisfaction.

   

   

• Initial Complaint

  Date:01/02/2025

  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.

  I purchased a 2020 Toyota Camry two months ago and still havent received my registration sticker. Both of my temporary tags have expired and I cant drive my car because they have expired. It should not take two months to transfer a tag. This has been a big inconvenience.

  Business Response

  Date: 01/04/2025

  We apologize for the delay in obtaining your registration. As communicated with you on Thursday the tag is ready and available for you to pick up at your earliest convenience,

• Initial Complaint

  Date:12/13/2024

  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.

  I went to Coggin Toyota at the Avenues ****************. for a standard multi point inspection and oil change. On the way home, after the job was done, I noticed that the car did not drive smoothly as before and that the the engine sounded like it was running at a higher pitch instead of a low steady hum. I gave it a couple of days to see how the car felt to drive after a few days but it was steadily getting worse. I then called the service department to let them know my concerns and that they had just worked on my car. They took no responsibility and just said it would be a $170. diagnostic fee if I wanted to make an appointment. I made an appointment for the diagnostic and they said it would be $3600. to replace the rear differential ! They checked that at the multi point inspection and NOTHING was mentionted then !! Did they do something to the rear differential while they were inspecting it to make me have to come back to get it fixed for $3600. ???? As I was driving away after spending the 3600. for them to fix the rear differential, the sensor lights were still on so I went back in to let them see what was goin on. They ran another diagnostic and the sensor lights were now off, so I left to drive home. While driving home, on the freeway, the rear window exploded !!!What a racket they are running. A scam operation!

  Business Response

  Date: 12/14/2024

  Guest brought in their newly privately purchased 2007 4Runner for a rear end noise. Vehicle diagnosed as needing a rear differential and gave approval to replace which we did.

  The check engine light WAS ON when the vehicle arrived at our location. Vehicle showed an evap issue but already had a new fuel cap added (meaning this had already been looked at prior to coming to our shop) so we cleared the code, reset the light and told the customer that if it came back on we would then diagnose it further to see what was causing it.

  As far as the rear window bursting, there is nothing we could or would have possible done to make a window randomly burst. There has been on rare occasion where the rear defroster elements have caused this to happen, but rare.

  As an OEM repair facility, we value our reputation and in no way try to take advantage and/or sabotage a customer's vehicle.

• Initial Complaint

  Date:11/20/2024

  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.

  Bought an SUV and purchased an extended warranty. The following week I decided to cancel warranty. I went in person and signed cancellation for warranty.
  At first they were waiting for my new account # with the bank to process.
  
  They never submitted the cancellation with the warranty company. They said they were having tech issues but they did submit it but give it time to process. Checking multiple times with the warranty company, they never submitted the cancellation. **** in finance said he’s positive they submitted it and would send me copy… this never happened. They never sent me copy or submitted it to warranty company. This is a $2,600 addition the my cars price and financing.
  
  They’re saying they submitted it and to give it time and they’ll send me copy but this never happens. It’s been about 6 months since purchasing car and they have never sent me or the cancellation company anything.

  Business Response

  Date: 12/03/2024

  The finance manager that processed the cancellation reached out to the customer and had another form signed for cancellation. It generally takes 4-6 weeks for the credit to reach the lien holder.

• Initial Complaint

  Date:09/03/2024

  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.

  I was in this place for an oil change they made the report that was done and they didnt the oil change

  Business Response

  Date: 09/16/2024

  We agreed to give two free oil changes or the items needed for the customer to do the oil changes himself. 

• Initial Complaint

  Date:07/16/2024

  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.

  I was wanting to no what the problem with my brakes , I had being drop me car off A the I got a car was ready . I never gave permission for them to do the work with not knowing that the car fixed and after that ***** told me in October that he was put a lean on my car

  Business Response

  Date: 07/16/2024

  This car has been here for over 300 days now. The car was brought in for a brake repair that the customer did authorize, even stating would rather fix this car than spend a few thousand trying to find another one.

  The customer was in one of our rental cars (a current model car) and just needed to pay for the rental and her bill to receive her car back. She stopped responding to our contact efforts so we were forced to go pick up our car from her.

  We have also been in contact with the customer's daughter and she also is fully aware of the situation.

  We have attempted to make concessions to get this taken care of, but it is going to require the customer to pay their bill and come in to the store.

  Coggin Toyota has not placed a mechanic's lien on the vehicle, the reason we have not is that there is already a lien on the vehicle preventing us from doing so.

   

• Initial Complaint

  Date:01/05/2024

  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.

  Toyota is aware of the situation. Dark shadows and cloud markings appearing only on left side of the vehicle when driving at night. Videos and pictures were given and shown to this Toyota service department this being done after an employee at the Toyota at the avenues driven with me at there closing time when it was dark stated this is a defect that Toyota is already aware of and other customers have had the same issue. Vehicle left at Toyota for five days. Stated was test driven, had removed the left led light for inspection. And Toyota inspector and GM got involved for evaluating the situation. Per the Toyota documentation state. “Headlights are within factory, spec and black spot seen is from the LED projector, normal operations when compared to other vehicles, no cases currently out for any repairs or replacements.” Ends statement. The Toyota dealership at the Avenues has acknowledged and is aware of the current situation of there 2023 vehicles.

  Business Response

  Date: 01/08/2024

  This complaint should not be made against the dealership as we have followed the protocol of Toyota Motors. We elevated the issue to a Toyota field rep that makes the decision for us to make any repairs. Once they make a decision we must follow their direction.

  Customer Answer

  Date: 01/08/2024

  Your letter to me says to reply within five days. I am replying back. Yes, I have received your message BBB. I have not received any other message. 

  Customer Answer

  Date: 01/11/2024

  As I have previously stated This is a Toyota Corolla Cross a new make for 2023. A special ordered that I had waited months to arrive. Straight off the boat with zero mileage. 

   

  Toyota. Stated in the 5 day they had my vehicle. It was test driven, had removed the left led light for inspection. And was also told that Toyota field technical specialist FTS was called in. The inspector and the GM **** ***** got involved in evaluated the situation. 

   

  Per Service Director ********* ******* they have had many complaints of the same issue. ,Before the vehicle was even looked at or dropped off. The cause is from the LED projector. And normal operations when compared to other Toyota vehicles. Also states that Toyota does not have any cases currently out for any repairs or replacements at this time. Per GM **** ***** stated case has already been submitted.

   

  I have attached the Motor Vehicle Defect Notification that was filed. It should give you most details. 

  I also enclosed the Toyota Invoice work order that I had brought the vehicle in just to have the left driver side headlights looked at. 

  I also enclosed the video in this email. Toyota has all this. They asked me for the pictures and videos. 

  I hope this answers most of your questions. 

  And yes everyone has been notified from Toyota docks, transport, Tokyo, Manufactures, headquarters, Dallas, Florida, New York, Washington. Also, the state department, warranty, lemon law NHTSA National highway traffic safety administration in Washington. 

   

  Thank you again. I have had the car 4 months I just hit. 1,100. Miles the other day. That’s only 275miles a month. I live in Orange Park not in the city. If I did I probably wouldn’t have noticed this defect with all the bright lights. 

  - *** ******

• Initial Complaint

  Date:12/20/2023

  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.

  I had an issue with my truck engine so i took it to Coggin Toyota to be fixed. They did an “inspection” and said it just needed a tune up. I had an issue with my Toyota rep named *** about him constantly misleading me as to when my truck would be done to the point where i had to stop dealing with him and go straight to his manager. The misleading led to me having to pay for a rental car for an additional three days on top of the several hundred dollars for the tune uo. During the same visit i had them look at my brakes that were squealing after they worked on the truck weeks prior. They blamed the parts and took no responsibility for my brand new rotors and brakes being garbage even though they weren’t making any noise prior to them working on the truck. I had to pay even more to have those replaced. Then three weeks later the same issue with the engine occurred so i took it back to them. This time they did a proper inspection and now my engine is garbage with only 120,000 miles on it. I then had to pay $14,000+ dollars for a new engine. I was given the same rep named *** who again keeps misleading me as to how long the process would take. It was supposed to be a 5 day process from start to finish and its now day 7 and they dont even have the new engine yet. This is now costing me even more in rental car costs and they still cant give me a definitive day when the work will be complete. They have offered no compensation or even explanation for anything. They couldn’t even tell me what caused the issue in the first place so i have no way to know it wont happen again with the new engine. Im now over $17,000 dollars out of pocket including rental cars. I contacted Toyota corporate and they offered no resolution to anything.

  Business Response

  Date: 01/02/2024

  We have been working with ** ***** to rectify the issue. The vehicle should be ready to go today, January 2, 2024.

• Initial Complaint

  Date:12/18/2023

  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.

  Aloha,
  
  We purchased a new 2023 Toyota Sienna on 20 October 2023 for 50K and the business committed to provide us a temporary tag while they processed the order for our permanent license plates.
  
  It is now 17 December 2023, and our SECOND temporary tag has just expired.
  
  The business says they have to resolve the issue, but that is only after we proactively called them each time. Our first communication to Coggin was on 13 NOV, 3 business days prior to the first temporary tag expiring (17 NOV), during which we were assured they would take care of the issue. However, when we called on 17 NOV, the day the tag expired, no progress had been made. Our POC actually did not even respond to us, rather, his boss called and committed to sending the second temporary tag. This of course would likely not have happened unless we had called. In the meantime we had to print the second temporary tag and wait for the actual tag to arrive in the mail.
  
  After receiving the second tag, we received a phone call on 4 DEC from Coggin saying they had an oversight, and we had to sign a POA, for their POA, in order to process the Georgia plates (implication here is that 6 weeks after our purchase the dealer still had not put any effort in to ordering our GA plates). Coggin overnighted the appropriate paperwork on 5 DEC, we signed it and returned it via FEDEX 30min after receipt. On December 15th, the day before our tag expired, we checked with the GA DMV on progress with our GA plates and the GA DMV showed us on their computer screen that they had NO TRAFFIC from Coggin Toyota since NOV 29th.
  
  We now have a vehicle that we cannot legally drive and we live on a military base that inspects our registration every time we drive through the gate.

  Customer Answer

  Date: 12/18/2023

  Aloha,

  I suppose the bottom line is that Coggin Toyota committed to the process of providing us with a permanent license plate, and in the meantime provide a temporary tag, which they have failed to do.  It took several phone calls from us to make any progress, during each of which it was clear the dealer had made no effort to resolve the situation in a timely manner. The business need to be held accountable as we are now unable to legally drive our brand new vehicle. 

  Customer Answer

  Date: 12/18/2023

  I’m honestly not sure what we can ask for here other than a refund, so I will make that my official request. We also want an apology and an honest effort to make things right with the customer.   50k is an enormous purchase and their approach to our situation was closer to as if we’d bought a set of tires. 

  Business Response

  Date: 12/19/2023

  There was a delay due to erroneous use of power of attorney. The errors have been fixed and the tags are due to be delivered to the customers tag office today, 12/19/23.

  Our title clerk Wanda has given the customer the tracking number and information so they can get their new tags today.

  Customer Answer

  Date: 12/19/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: the delay was not caused by an erroneous use of the POA  the delay was called by inaction by the dealership that was only rectified upon us calling, several times.  Wanda was very helpful when we called for help, but the issue is the delays/lack of action spanning several weeks in between each of our calls.  Finally, I don’t know when the dealer sent our initial information to the DMV, but we do know that the DMV didn’t respond until 29 NOV. It’s possible that the paperwork sat at the DMV for six weeks, but unlikely. More likely is that there was a delay in sending our paperwork to the DMV in the first place.  Finally, please note that after our communications regarding our second temporary tag nearing expiration, our paperwork sat at the dealer from 6 DEC to 15 DEC, during which time our second tag expired. To attribute this situation to an issue with the POA is misleading and inaccurate.

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 01/02/2024

  This issue has been resolved. Contrary to what the tag office in Georgia told the customer, we made several attempts to expedite the process with office to include several each of Fed-Exs, emails and calls.

  Customer Answer

  Date: 01/08/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

   I am rejecting this response because: regardless of how many attempts the dealer says they made (which is completely unverifiable) the delay was not wholly caused by the Georgia DMV. I reiterate again that no action occurred until we called, several times prior to the first, and second temporary tag expiration. It is a fact that 6 weeks passed before the DMV took action on our permanent tags, and it is a fact that that is not our fault because it was the dealer responsibility.  It is also a fact that after our communications regarding our second temporary tag nearing expiration, the paperwork sat at the dealer from 6 DEC to 15 DEC, during which time our second tag expired. To attribute this situation to an issue with the POA or blame the Georgia DMV is misleading and irresponsible of the dealership.  Permanent tags were their responsibility as agreed to in the purchase contract and 6-8 weeks to achieve this, especially when considering how many follow up calls we had to make, is unacceptable service.  

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:09/20/2023

  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.

  I purchased a 2021 Toyota Tacoma TRD Sport and began having it serviced through the service department at Coggin Toyota.I noticed rust on hood under the factory installed clear plastic film.I brought it to the attention on the service writer and was assured they would get it taken care of.After 2 more visits to the dealer and being told they would have it fixed I also noticed several rust bubbles starting to form on my roof.I have had this truck less than 3 years and has under 30k on the odometer.It is washed 1-2 times a week and has never been in the snow.Toyota states they have a 60 month rust thru warranty but refuses to honor the warranty and correct a factory defect.I would like for the problem to be fix before it gets any worse.

  Business Response

  Date: 10/12/2023

  Per the customer's request, we submitted the photos to Toyota and had the field representative get involved with the claim process. Upon review of the vehicle Toyota contends the cause to be "outside influence" as opposed to a defect in workmanship.

  As a customer satisfaction effort, they offered to cover 25% of the paint repairs.

  Coggin Toyota can only perform warranty work that receives approval, since this is not approved we cannot perform the repair without the customer paying for 75%.

  However, as a courtesy we would be more than happy to trade the customer out with an aggressive deal on a new truck WITHOUT diminshed value due to the issue at hand with the paint.

  Customer Answer

  Date: 10/18/2023

  Still am not satisfied with the dealership/manufacturer