ComplaintsforLongo Toyota

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We decided to not purchase another vehicle from toyota due to unprofessional mannerisms such as throwing paperwork and tantrums. We have been waiting for three weeks to receive our $500.00 deposit. We weren't even given the weekend to attempt to get a better apr through our own bank. I have called and emailed, and left messages. It appears that since we did not purchase the vehicle we were out on the back burner.

  Business response

  12/18/2023

  Longo Toyota would like to extend our apology for any dissatisfaction **************** and or ****************** may have experienced during their visit to Longo Toyota.   Our Sales Manager, ***********************, had the pleasure of speaking with **************** on Monday December 18, 2023, about ******************** deposit refund.  ************ has drafted a request for our business office to refund the amount of $500.00 back to the payment used for this transaction.  **************** is aware this process can take up to **** business days and maybe longer depending on ******************* credit card company.     

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new 2023 Toyota tundra truck from this dealer and I have had problems with the rear suspension since the first month that I bought it (12/22). The trucks rear suspension bottoms out when going over dips and bumps on the road. The suspension rear shocks are defective and do not properly sustain the load of the truck. This makes it dangerous to drive the truck since its hard to maintain control of the vehicle when it bottoms out. I have taken the truck into the Toyota dealer multiple times and they do nothing to fix or replace the suspension or shocks. Toyota maintains that they dont have a fix for this issue and that its the design of the truck. They refuse to change the suspension or replace the shocks. I have opened a case with their headquarters and Toyotas case manager (*******) states there is nothing they can do since their sealer doesnt state its a defect with a part. I have been back and forth with Toyota dealer and their corporate and Im just given a runaround. I need help in having Toyota replace the suspension on my new truck under warranty.

  Business response

  12/14/2023

  Were sorry to read of the situation ************** has encountered with his 2023 Toyota Tundra (VIN #*****************).  ************* purchased his truck on December 21, 2022, from Longo Toyota. Service summary is as followed along with product concern.
  
  Main concern: Vehicle bottoming out and or noise presents itself when going over bumps and or turning the steering wheel.
  
  Repair Order # ******* January 5, 2023, Certified Toyota technician, test drove,verified concern. Noticed while driving and going over bumps the ride from the rear is harsh.  Longo found a Toyota ***************** Bulletin (TSB) and this was performed per the manufacture direction. Technician road tested vehicle after repair and the harshness is no longer present.  ************** was made aware.
  
  Repair Order # ******* April 7, 2023 Guest returns with same concern.  ************** was able to verify a creaking type of noise coming from the front end of vehicle when going over bumps.  Inspected front suspension and there were no leaks and or concerns with suspension. Verified source of noise coming from vehicles *** skid plate, technician re-torqued skid plate. Guest vehicle has after-market catalytic converter shield bolted onto the *** skid plate. ************** was made aware.  
  
  Repair Order # ******* July 18, 2023 Guest returns with same concern. Shop ******* inspects vehicle visually and road tested over bumps.  No abnormal feel, Shop ******* did find tire pressure higher than ************ were inflated at 40-PSI.  Tires were adjusted back to manufacture spec.  Shop ******* opened a Toyota ****************** (TAS) Case # ********* due to guest multiple visits.  ************** was made aware.
  
  Repair Order # ******* December 8, 2023 Guest returns with same concern. Guest feels the shocks are worn and cracking. Shop ******* test drove with guest going over bumps along with a visual inspection of the suspension and no problem found.  
  
  Longo Toyota would be happy to orchestrate a representative from the manufacture of Toyota,to come and test drive and inspect vehicle. Toyotas representative does not test drive and or meet with any consumers.  They will do an evaluation on their own, while vehicle is at a dealership, provide their summary back to the dealership personnel at which time the inspection results will be provided to the consumer.   If guest would like Longo Toyota to orchestrate this visit, they can contact Longos Guest *************** ask for *********************** and she will schedule the appointment for inspection.  Toyota the manufacture will pay for (1) day rental for transportation only. This rental will not be the same sort of vehicle consumer is having inspected, this is merely to have transportation while vehicle is being examined by Toyota.  Guest will be responsible for any gas used in the rental along with any additional insurance coverage theyre opting into getting with Enterprise.  There is a $50.00 deposit, via credit card, that will be refunded by Enterprise once the rental is returned with no damage. We encourage the consumer to verify with their own insurance carrier, if renting a vehicle will be covered under their own policy. Enterprise Rental is located at Longo Toyota.  *********************** can be reached @ D: ************ or E: ************************************************. In closing Longo Toyota would like to note, this is a final step that Longo will be able to take on this matter. Once Toyota the manufacture gets involved, they will determine if any repair assistance will be warrantable.  Longo Toyota and or any other Toyota dealership will not be able to override the manufacture decision, whether its in favor of the consumer or not. 

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 21st 2023 i bought a car from Longo Toyota in ******** everything was going smoothly until we notice the car we were interested in was missing three head rest. I was promised by the sale man ********************* that within a week I would hear back from them because they would need to order the headrest which are 500$ each. After numerous calls and emails now they are claiming there is no record of them ever making such promise however I have a paper that is signed by the finance personnel assuring me they were going to replace it. I dont appreciate being lied too and be given the round around.

  Business response

  11/15/2023

  Allow us to begin by apologizing to ****************** for any frustration and disappointment he may have experienced when conducting business with our dealership.  Our organization has enjoyed a long and beneficial relationship that centers on providing our guests products and services of incomparable value.  Although its distressing to learn of their concern, we appreciate the willingness to provide us with an opportunity to review this situation and respond.

  
  ****************** purchased a pre-owned, 2021 Highlander from Longo Toyota on October 21, 2023, at the time of purchase, 3 headrests were missing from the back seats.  Although our efforts to obtain them from the previous owner multiple times, our willpower went unanswered. 

  
  The parts have been ordered and scheduled to arrive on Monday November 20, 2023.  Our Sales Manager, *********************** had the pleasure of speaking with ****************** on Wednesday November 15, 2023, informing him of these details.  Guest is schedule to return to Longo on Monday November 20, 2023, after 2P allowing parts to be received in from our shipping | receiving department.   ****************** has ******** direct contact information if any other questions arise.

• Initial Complaint

  10/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a used Chrysler Pacifica from Longo Toyota on 8/18/23. Within 2 months of me driving the vehicle it began to hard shift, showing signs of transmission problems, also when I turn the vehicle right or left, the front driver side wheel makes a clacking sound especially when Im in reverse. I took the vehicle to Longo and spoke to ******** a service advisor. He said the vehicle is out of warranty and he recommends me to take it to a Chrysler dealership, because Longo is not equipped to service a Chrysler. I have since tried contacting their service department and have been given the run around with promises of someone calling me back but no one ever does. After multiple calls I finally spoke to the service department manager and he informed me that I am out of warranty and he also recommended me to take the vehicle to Chrysler even though I bought the vehicle from Longo. The hard shifting and wheel noise is a safety concern and after only 2 months of purchase I dont see why Longo cant diagnose and fix the issues. If they are not equipped to fix Chryslers then why are they equipped to sell them.

  Business response

  11/16/2023

  Were sorry to read of the situation ****************** has encountered with his 2018 Chrysler Pacifica | VIN # *****************, purchased on August 18, 2023 from Longo Toyota.  At the time of sell, all our guests are given the opportunity to purchase an extended service plan, known as a *************** Agreement (VSA), which was declined by ******************.   When ***************** visited our dealership on October 20,2023, with a few concerns, they were out of the U/C warranty due to mileage that was listed on the vehicle at the time of inspection.  Our Pre-Owned Sales Director, ********************* had the pleasure of speaking with ****************** on Thursday November 16, 2023, to arrange a complimentary inspection, free of charge to ******************  During this conversation, ***** reiterated the U/C warranty and will determine if any further assistance, will be provided once the inspection has been completed.  ****************** will be in contact with ***** to set up his service appointment once ****************** schedule becomes available.    
  

  Customer response

  11/22/2023

   
  Complaint: 20777031
  
  I am rejecting this response because:
  I appreciate Longo finally getting back with a response, it took quite some time and fortunately for us BBB assisted, otherwise Im a positive Longo wouldnt have ever given us the time to offer any response. Unfortunately this resolution is being rejected because the inspection Longo is offering is extremely minimal because the vehicle is not mechanically sound. Once the inspection is completed, hopefully Longo will then offer a proper solution. 
  Sincerely,
  
  *****************************

  Business response

  11/30/2023

  The weekend of November 25, 2023, ********************* U/C Sales Director had the pleasure of speaking with ****************** about their concerns.  Guest states theres a transmission concern,Longo service department found a manufacture bulletin with Chrysler that could possiblefix the transmission issue.   If Chrysler (dealership) does not cover and it needs a transmission, Longo will offer some goodwill support to fix, but will not cover the entire repair.  Guest stated he will take the vehicle to Chrysler near him as he lives in Rialto.  Longo has agreed to deliver the vehicle back to ****************** once the other concerns are addressed (driver side window glass & rubbing noise in steering wheel).During this conversation, ***** reiterated to ******************, at the time of purchase they were able to purchase a *************** Agreement (VSA), which would have possibly covered their concerned items and guest declined to add to their purchase.  There is a Used Car Warranty of 3K miles and or 3M whichever comes first. Guest has close to 5K miles from the time of purchase, which voids this agreement.  As another goodwill gesture,Longo has agreed to repair the glass on the driver side window and has also inspected vehicle free of charge for the rubber sound, when steering wheel is turning and vehicles going into reverse. During this inspection, Longos certified technicians were not able to duplicate this concern for the rubber sound. Consumer does have ***************** direct contact information if they have any further questions.  We will note the contact information as well in our response D: ************ or E: *****************************************.  Longo feels the offer set forth in our summery,to ****************** is reasonable and were regretful knowing our efforts, to resolve these matters are not satisfactory to the consumer.  ****************** final rebuttal has been shared with our Mgmt team.     

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We went in sept 18, 2023 to get truck checked because it has a driver seat crack there technician said that its not covered by warranty due to being outside influence. I dont understand how a truck barely purchased seat could be broken

  Business response

  05/29/2024

  As a requirement of the Better Business Bureau, its a company responsibility to respond to all cases set forth even though this case was opened on September 20,2023 and a request to respond was made on May 28, 2024.   First, we would like to extend our apology to ************** for any dissatisfaction they may have experienced with the last visit to Longo Toyota on September 19, 2023, referencing to repair order # *******.  Ms. ****** opened a Toyota case # ************ due to the following concerns on their 2022 Toyota Tundra. Guest states front driver's side seat cushion shield has a crack. Our technician inspected, verified guest concern and it was determined the side seat shield was broken and out of place.  The shield faulty was determined to be caused by outside influence and not a manufacture defect.  **************** last visit to Longo Toyota,theyve been maintaining their vehicle at Toyota of ***************     

• Initial Complaint

  01/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, My name is ***********. I bought my car from Longo Toyota in El Monte about 15 months ago. The car was certified preowned and had a Carfax report with no accident reported history. That is exactly why I bought the car, because this was going to be my family car. So I bought it and have been driving around my daughter, who just turned one for over a year. I also work as a Behavioral Therapist and drive around kids with autism in my car on a daily basis. It wasn't until I decided to trade in my car that it was discovered that the Avalon car has frame damage, which was discovered by third-party. A car condition expert came to check out the car and discovered the frame damage by using a true frame meter and a paint meter. Now Longo Toyota in El Monte has gave me the go around and is denying that there is frame damage, which there clearly is. There is clear fraud going on, and the fact that this is the largest car dealership in the country makes me wonder how many more people are driving around in cars that have frame damage as well. Thank you so much, you can also call me at ************* I speak English and Spanish. Best regards, *********** **************************************

• Initial Complaint

  10/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I converted my leased vehicle to purchase status on August 10th and signed a contract, two months have passed, I have not received the vehicle registration form and sticker, my original sticker has expired, I am very anxious, and in I started contacting LONGO TOYOTA last week. On October 4th, I received a call from them. Their staff asked me to contact the DMV. I went to the DMV that day and was told by the DMV that they did not receive any materials about me. I I need to contact LONGO TOYOTA, and then I contacted them again. On October 9th, I received a call from LONGO TOYOTA. I need to pay an additional fee of 55 yuan before I can send the materials to the DMV. (Why in these two months? Do not take the initiative to tell me, make me wait for two months?) Since my English is not very good, I only remember that it is about the PARKING fee, I think it is very strange that all the fees have been included when signing the contract, why do I Do you need to pay these extra fees? And my car is parked in my own garage, why do I need to pay this fee? But in order to get the sticker, I still paid the fee, they asked for my credit card number, long wait and made me pay extra fee, I feel very angry and disappointed, I used to be a loyal customer of LONGO TOYOTA, But after this happened, I won't be visiting here again****************************

  Business response

  10/21/2022

  Business Response /* (1000, 5, 2022/10/18) */ Allow us to begin by apologizing to ********* for any frustration and disappointment they may have experienced when conducting business with our dealership. Guest purchased their "leased" vehicle on August 10, 2022 (Stk # *******), which was handled by **** ****** sales consultant. Because this vehicle belonged to Toyota Financial Services as a "leased" vehicle, Longo Toyota depended on all the proper documentation to be submitted by Toyota Financial titling division located in Plano Texas, which caused a majority of the postponements. Additional funds were required because there was an outstanding "TOLL CITATION" of $43.00 that needed to be cleared by the consumer before processing, which was done in October 2022. Registration was processed by Longo Toyota on October 7, 2022 and will take 7-10 business days which will arrive in the regular mail to the address on record. We're sorry to read of the outcome of this matter in which ********* will no longer be doing business with our company. Our Mgmt team has been made aware, and profile has been noted, so no future solicitation will be done by Longo. No further assistance is required by consumer ********* and or Longo Toyota. Consumer Response /* (2000, 7, 2022/10/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a used Nissan Titan (2017) at Longo Toyota, on June 2019. Our Sales associate was*********** he was great. When we decided to purchase the vehicle, we were taken to the finance manager *********. He proceeded to close out the deal and offered 5 years extended warranty. When he presented the sale of the warranty, he claimed it would be from the date of purchase (June 2019). Fast forward 3 years and when we took the truck in for service, we are told that our warranty is now expired. The warranty was pushed back to 2017 to the previous owner purchased. That is FRAUD!!!! How are we supposed to pay for years that we did not own the vehicle? Spoke to ***** and ***** and was asked to fill out a form that would refund the warranty. I was told to wait 6 weeks. It's been 8 weeks, and NO REFUND! Called **************** and she stated that nothing has been done to speak to *****. I received a call from ***** and his customer service was horrible. He refused to let me speak. He kept speaking over me in a belittle attitude, almost to the point of yelling. It was not until I told him that I would hang up if he did not listen to my concerns, that he finally let me speak. Just so he could say that he did his job and that was that. This is a true nightmare!!! Super nice when they need to steal from you and so disrespectful when they need to help you. Needless to say, they lost a good customer, and I will never buy from them again. I'm sure, I'm not the only one they have done this too. Class Action Lawsuit for Sure!!! We want our money back, I want to be refunded immediately.

  Business response

  07/25/2022

  Business Response /* (1000, 5, 2022/07/14) */ *************, our General Sales Manager had the pleasure of speaking with*********** on or around Wednesday July 6, 2022. He is having our service team review guest concerns and will adhere in the current repair of their 2017 Nissan Titan that was purchased as a Pre-Owned vehicle in 2019. Per our Service Manager, ************** we are replacing their exhaust system and it should be completed by Monday July 18, 2022. Guest was satisfied with this result and Longo's effort to resolve.

• Initial Complaint

  06/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello, I just purchased a 2020 Toyota Corolla manual from Longo Toyota. I have had SEVERAL issues with this dealership-issues which I have never faced in my lifetime of purchasing vehicles and dealing with a dealership. This dealership has dodged several phone calls/voicemails that have been left with several people in the finance and sales department. There was an instance where two loans were open on the car (one through *********** and one through ****) and Longo was being shady and trying to fraud us. I explained countless time about strictly sending mail to my mailing address due to my house being a mile away and my mail getting stolen daily, which is why we have a PO box. Instead of using my PO box, Longo Toyota sent important CONFIDENTIAL mail to my mail box and it was almost stolen, but my neighbors a mile away let me know that our mail box was open and there was mail. We played phone tag for 3 weeks just to sort through getting the car financed through our bank versus************ and received no word back until I started leaving tons of voicemails for the managers, which still did not do their job.

  Business response

  07/12/2022

  Business Response /* (1000, 5, 2022/06/27) */ We would like to extend our apologize to ******************* and ************************* for any frustration and disappointment they may have experienced when conducting business with our dealership. Although it's distressing to learn of ********************* concern, we appreciate the willingness to provide us with an opportunity to review this situation and respond. On or around June 13, 2022, a Toyota Corolla VIN # ***************** was purchased from Longo Toyota with a buyer co-buyer listing line #1, ********************* and line #2 *************** which would be financed through ****. Because **** is a member's only enterprise and due to the outline of the contract, it was not accepted at because ********************* was not a member, only ***************. Longo's Financial Vice President, *********** has been in communication with ************* via email throughout this transaction (emails available upon request). Due to this matter, Longo was able to redirect the contract over to Toyota Financial Service (TFS), who was requesting, proof of residence as this agreement listed a PO Box vs. a physical address prior to loan approval. When applying for vehicle financing, the lender looks at income, address, work history, down payment amount, and other items. Income and home address are two of the most important factors. On Monday June 27, 2022, an email was sent over to ************* stating*********** had spoken to **** a representative @ **** and confirmed they, **** funded the loan with ***** on the contract, even though it was declined in the earlier. We've notified TFS to retract their funding and change all documents including the name title on the lienholder reflecting ****. In closing anything pertaining to loan related inquiries will need to be addressed with ****.

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  April 11, 2022 I went to this shop to check my battery line. But at the same time the light that suggested my car's tire pressure came on. After they checked for me, they said the tire pressure sensor was broken. It needs to be replaced, but it costs about $276 to replace, I said yes. Who knew that the tire pressure sensor light came on again when I drove to the top the next day. Two days later, when I had time, I went back to Longo Toyota to check again, but it said that the other three tire pressure sensing batteries were also low this time, so they also need to be replaced. I feel very inexplicable. I didn't tell me that only one tire pressure sensor was replaced. It didn't tell me that other tire pressure sensors were also faulty. Now if the light that needs to be sensed goes out, I need to replace all the other three sensors. It takes more than $700 to replace all the sensors. Knife. I feel like it's a trap to fall into.

  Business response

  07/07/2022

  Business Response /* (1000, 5, 2022/04/19) */ Contact Name and Title:************* GR Director Contact Phone: ********** Contact Email: **************************** Allow ***** to begin by apologizing to ****** and or ********** for any frustration and disappointment they may have experienced while conducting business with our dealership. Our organization has enjoyed a long and beneficial relationship that centers on providing our customers products and services of incomparable value with world class service. Although it's distressing to learn of their concern, we appreciate the willingness to provide us with an opportunity to review this situation and respond. A 2016 Toyota Rav4 was first seen at ***** Toyota on April 12, 2022, w/ 39,139 miles (VIN # ******************. Vehicle was brought in for a manufacture recall at no cost to guest, which is paid by the manufacture and a low tire pressure warning lamp, displayed on the console. After inspection it was determined by a Certified Toyota Technician there was a code for one (1) sensor that failed testing and we recommended to ********** to replace, guest agreed and signed their repair order approving this repair (copies are available upon request). The cost for this service was $276.07 including tax. When guest returned a day later, there were additional codes that surfaced and we recommended additional work, which guest declined. The batteries in the sensors get weak overtime and with the lack of service obtained on this vehicle based on documentation in Toyota's National history, the last time guest was at a Toyota dealership, for service was in 2017 @****************, in Southern California. As a one-time goodwill ***** Toyota will refund the amount of $276.07, profile will be documented no further goodwill offers will be obtain for this VIN#, ********** and or ******. The amount of $276.07 will be refunded back to their VISA credit card in which payment was made to ***** Toyota. Please allow 10-15 business days to process from ***** Toyota. In closing: Toyota Headquarters, Toyota National History will be notified as well of this goodwill gesture given by ***** Toyota. Consumer Response /* (2000, 7, 2022/04/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate such a quick reply from ***** Toyota. First of all, I would like to express my gratitude to ***** Toyota for providing us with this service. I want to make it clear that just because I didn't do maintenance at longo Toyota doesn't mean I didn't do it.The first point I want to explain is that although you are a very large company, many times the service wants to provide better service to the customer service as much as possible. But I feel that sometimes it may be necessary to explain each repair and even payment in detail when serving customers whose English is not the first language. Second, I don't think my complaint in exchange for the help of the merchant again, but There is no goodwill offer. Maybe I didn't explain the whole thing clearly. I was disappointed with ***** because it was because of the second return for repairs that I was told a lot of problems, reflecting that the first repairs were not well resolved. Secondly, when we returned for maintenance for the second time, we did not know whether the company understood the whole process. When I returned for maintenance for the second time, I was told that there was a problem with the tires of the car. If a detailed tire pressure inspection was required, the tires of the car had to be disassembled and the air of the tires of the car had to be released before the inspection could be done. And was told my tires needed to be replaced. But shouldn't these problems be responded to when the first maintenance is done? This is one of the things I don't understand and I'm very disappointed in. When we reacted with the manager of the maintenance department, it was not difficult to see that he was not very sincere in trying to solve the problem for us. But ask us questions, then I want to repair. But never mind. I am really disappointed with ***** Toyota.

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