Wesley Chapel Toyota
5300 Eagleston Blvd
Wesley Chapel, Florida 33543
Internet Sales: 866-407-3899
Service: 888-613-8990

I bought my car into Wesley Chapel Toyota for my usual oil change, mainly because they have some great coupons which help us save a few bucks. When my service adviser Marty and I looked over my car he mentioned that my tires were getting low and would need to be replaced soon. I agreed with him and said that I plan on doing this in the next week or so. I asked to have my oil changed and explained that I had a coupon with me for $12.95 off an oil change. The coupon didn't list any stipulations and I expected to, pay for just an oil change when my bill was due. I went to the cashier and she presented a bill for $36.99 which included a tire rotation. I explained that I did not ask for that and that I even told my service adviser Marty that I would be purchasing new tires very shortly. I asked for them to page Marty, he came to the counter and I referred back to our conversation in the service bay. He remembered me mentioning the tires, but refused to remove the charges. I paid for and signed the receipt adding "not happy" next to my name. Driving home, I left a message for the service manger to call me but never received a callback. I called twice since then and eventually called the 800 customer service number and received a case # (1103100765). My wife has since received one phone message with a garbled message. I called back the 800 customer service number asking if I could speak to a district manager and was told I had to go thru the local store manager. Funny how they will call you continuously when they want you to answer their satisfaction survey, but once when you really have a complaint. Oh and I purchased 4 new tires from Pep Boys the following week. Chris update 06/08/2011 After numerous calls to the dealership and the 800 customer service line. I finally on 05/27/2011 received a call from the dealership. They promised me that they would look into it and cut me a refund check that monday (06/31/2011). I called yesterday and left a message with Jose Lopez to please contact me. So far I haven't received a callback from my followup I haven't received my refund. But they did offer me 1 free oil change to keep me as a loyal customer. (WOW) update 06/10/2011 I received a call from Jose while at work on friday basically calling me a liar. That I signed off on the tires to be rotated. It's my fault for not taking the time to carefully review ALL of the paperwork. I guess he forgot our verbal conversation of me repeatedly stating that I was going to BUY NEW tires in the near future. I feel sorry for all of your other customers that don't read ALL of the paperwork before signing. I will continue to update all of the auto/ customer complaint websites (17 and counting) with the great Service and follow-up I received from Wesley Chapel Toyota. I will also warn future potential customers to be very careful if they do decide to visit your dealership to be aware, be very aware.

Chris Kelley

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