ComplaintsforFolsom Lake Toyota

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my car in for a repair because it had some fluid leaking from under the hood.They charged me $2000. They said it was fixed. It was not fixed. Its still leaking.I brought it back and the guy got upset. I wanted to escalate to a manager but I cannot get a hold of anyone in authority.

  Business response

  04/12/2024

  Spoke to ************ and we have a tentative appointment scheduled to have the previous work inspected and fixed properly. 

  Customer response

  04/12/2024

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

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 2/9/24, I agreed to a $500 price on replacement of 4 each TPMS sensors at the Toyota dealership knowing that they will use *** parts, as always. After the work was done, the paperwork showed non-*** parts. They said they were sorry for not informing me ahead of time. They were holding my car. So I had to pay it. Their parts department told me afterwards that the *** units I expected were just over $100 each at the dealership and he showed the aftermarket ones they installed were $18 each at ******. So I was misled. I should have paid less than $200 instead of $500.

  Business response

  04/12/2024

  After speaking with **************, we have agreed to replace all 4 TPMS sensors at no additional expense to the customer with OEM parts. Customer stated that he is happy with the resolution. We have an appointment scheduled.

  Customer response

  04/13/2024

  I am rejecting this response because: no one from Folsom lake Toyota spoke to me or made an appointment. Only the *** said they are now willing to replace the sensors with OEM because they had changes in personal. The dealer is not responding to my emails. When is the appointment? Thanks 
  

  Business response

  05/15/2024

  
  This customer was taken care of and handled and sensors were all replaced at no charge to customer. I had vehicle picked up and delivered.
  
   
  
  

  Customer response

  05/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. Hopefully the sensors inside my tires are OEM this time. I hope they change their standard practice and only use OEM parts from now on.
  
  

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of Incident: 10/13/2023 Claim Number with Insurance: Claim #*************** Nature of Complaint:I am filing this complaint due to significant delays and communication issues in the repair of my 2019 Toyota ****************** Platinum by Folsom Lake Toyota, compounded by their failure to effectively coordinate with ****************.Details of Complaint:My vehicle has been at Folsom Lake Toyota for over a month with no substantial progress.There is a critical communication breakdown between Folsom Lake Toyota and ***************** causing delays in insurance adjuster dispatch and inspection.Despite multiple attempts to resolve the issue, including direct communication with the dealerships representative, Gibriel, and the service manager, ***, the necessary information has not been conveyed to ****************.The delay has escalated to the point where my insurance will no longer cover my rental car, causing further inconvenience and expense.I have done all I can to facilitate communication between **************** and Folsom Lake Toyota.Desired Outcome:I am seeking an immediate resolution to this situation, including:Prompt and effective communication between Folsom Lake Toyota and **************** to expedite the inspection and repair process.A clear and concise estimate of my vehicle to Grange so the process can move forward. An adjuster has come out last Friday 11/10/2023 and was promised a clear estimate and it was not given.Compensation or an appropriate solution for the inconvenience and additional costs incurred due to the prolonged rental period.My contact details are as follows:*********************** 7 ********************, Folsom, ** ***** Phone: ************ Contact details for insurance agent handling claim:Name: *************************** Phone:************ Email: ***************** Her Supervisor's details Name: *********************** Phone: ************ Email: ****************

  Customer response

  11/29/2023

  Better Business Bureau:
  
  Complaint ID: ********

  Please cancel this as the issue is being resolved.   

• Initial Complaint

  10/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2012 Toyota Highlander from them. The ****** died two months later. I took it to a shop and spent over $1,100 for a battery and alternator that was bad. It is still draining the battery and the battery goes dead after 20 hours of not driving it. It is unsafe to drive as it leaves us stranded.

  Business response

  10/27/2023

  Called the customer several times but have yet to get a response. Left a detailed message today with my direct contact.

  
  

  Thanks

  
  

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

  General Sales Manager

  Folsom Lake Toyota

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

   

  

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a truck from Folsom Lake Toyota with cash on 9/28/2018. I paid cash for a 5 yr Service Plan and an 8 yr Extended ******** **************** Agreement or VSA #********) for $1,845. I just learned that 1 mo after the purchase on 10/31/18, FLT requested Toyota ********* Services (Corporate in *******) that my *** be cancelled and the money refunded to FLT, which it was. This was verified by Toyota Brand Engagement ******* who had a documented record of the request by FLT and that the money had indeed been returned to FLT. FLT has acknowledged this and sent me a copy of the cancellation that I will attach.This was done without my knowledge or consent. I was never contacted or given my money back. Once I became aware of this cancellation during an oil change at FLT ********* this July, I have made a trip to FLT to inquire about this cancellation where I learned that the Finance Manager I worked with at purchase, ******************************* no longer works there. I talked to Fin Mgr *********************** *************) who took my information and said he would talk to his manager about it when he returned and call me back. I never heard from him again.I called him back and left a message with no response. I talked to *************************** from *********** told him my issue and he said he would look into with **************** Never heard back from him. I called and talked to ******************* in their **************** he said he would look into it. I called him 8/10/23 and he blamed a clerical error at Corporate and they were still researching. I've talked to ******** Mgr Autin Cross, all with no follow-up. I called Toyota Corp again 8/10/23, started a Fraud Case (#************), They told me to wait 2 business days for FLT to be notified and respond, then call ************************, FLT **** Relations Mgr if I hadn't heard back. I've now called and left 3 msgs for her with no response.I just want my $1845 but I'm getting stonewalled. I'm frustrated and this was fraudulant. Please help. *****

  Business response

  12/11/2023

  After having a chance to review the customers complaint. We found out the check for the warranty had been issued October 04,2023 and has been cashed and signed by *************** 

  
  

  Please see the attached

  
  

  I have also called ************** and left a detailed message to call me back regarding this issue.

  
  

  
  

  Thank you

  
  

  
  

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

  General Sales Manager

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** Toyota Camry, license plate number: *******, on 8/6/2023, the water tank of the car leaked, because it happened after the water tank leaked, the water temperature gauge was overheated, the engine fault light was on, and the car turned off when it arrived at the parking lot. ,8 /7/2023 I used a tow truck to the FOLSOM Toyota dealer repair shop, because I was afraid that the car engine was faulty and it was not worth repairing. After sending it for repair, I asked the store staff many times to check whether there was any problem with the engine before repairing. Their The answer was no. Later, the maintenance personnel inspected the whole car and issued many reports with problems. It was that no engine problems were detected. Later, I went to the repair shop to confirm with the staff whether there was any problem with the engine. His answer was that the engine No problem, then I decided to repair the car, paid a total of *******, and replaced the new water tank, water pump, thermostat, belt, etc. When picking up the car on 8/11/2023, the staff drove over to my car and handed it over to When I was in the car, the car was not turned off, and the car was idling all the time because I was sorting out the things in the car. During the process, for fifteen minutes, I found that the car engine was shaking abnormally. The dynamic fluid is different, causing the whole car to shake, and I found a dirty rag left in the radiator of the car, because I was in a hurry to go home, so I didnt ask the staff to test drive with me. After I drove out, I only drove After 4-5 miles, the engine shakes on the way, and the car engine fault light is on. It is difficult to start after stopping halfway, and then barely drives back to the parking space after starting. After half an hour, I want to start the car and drive back to the Toyota dealer. At this time, the car can no longer be started, so we can only find a tow truck to tow it back to the auto repair shop.

  Business response

  09/19/2023

  Hi there,
   
  Spoke with customer today. Customer is going to come in next week because they are interested in a Sienna and trading in their vehicle., possibly woodland edition. 
   
  AUSTIN CROSS 

• Initial Complaint

  04/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2019 Toyota Camry at this location in March 2022. The day the vehicle was brought to my house, I called the dealership and said I didn't want the Extended warranty, ceramic coating and **** system service and requested they be removed from loan. I came in and signed the paperwork within a week. It's been a year and the warranty was credited back to the loan after several months. The **** service and ceramic coating are still outstanding and I'm not happy about paying finance charges on these items for over a year now. The dealership has said they're not sure if these would be refunded via a check to me, or to the dealership or a direct return to the loan, and would keep me apprised. I have been calling and the last contact from the dealership was by email saying that the extended warranty was cancelled and refunded to the loan. I have not heard back about the remaining items despite calls and emails requesting an update.

  Business response

  06/22/2023

   After reviewing the information and doing a bit of research, I have determined that **************** is owed the refund of the ceramic coating (resistall) and the **** Security System.

   

  He will be refunded in the full amount of the accessories and the taxs on the items.

   

  I have reached out to **************** and left a detailed message No response yet.

   

   

   

  Thank you

   

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

  General Sales Manager

  Folsom Lake Toyota

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This dealership made buying our new car a very bad experience for us. We knew this was not really the best time to buy a new car with the chip shortage and everything going on in the economy but when my wifes car pooped out, we had no choice. We thought about buying used but it made more sense to just buy new instead of used (used car prices are through the roof). So when we went to Folsom Lake Toyota to get a new Corolla Cross (which we were really excited about) we did not expect to get such bad customer service.It all started when: there was a $3800 dollar mark up for no reason (there goes are $4k down payment), the car we were looking for was not on the lot and we would have to wait for it to arrive. That was fine but the salesman said we would have to go through all the paperwork and sign the contract today as if the car was there. I asked why we cant just be put on a waitlist or put a small deposit down till it came in and then do the contract (like other dealers were doing), they said NO, and if we wanted that car we would have to start the full buying process and do a full credit run/report. So in needing a car ASAP, and that being the one we wanted we went along with the process and was approved (our credit was run three times this first time) through Toyota Financial (This is who they told us, and we were approved through and originally signed for). The salesmen told us it would be about three weeks till the car comes and the finance guy told us 4 weeks so we figured about that.Since we had no car and my wife needed to get to work we had to rent a car. We rented from Toyota and even though we were buying a $40k Toyota we could not get a discount. With what the salesman and finance *** told us about when the car might arrive we rented the car for a month, over a thousand dollars for the month.In waiting for the car, we received a couple of calls from our salesman that they had no update on when the car was coming in. We had to call

  Business response

  04/25/2023

  Hi

   

  Spoke with ****** regarding his complaint and he stated he would like us to reimburse or provide a store credit for the adjustment in the price he paid for the vehicle.  Folsom Lake Toyota as a store prides ourselves in our transparency with our customers and will be not willing to reimburse nor give the customer a store credit.

   

   

  If the customer has any remaining questions he can reach out to me personally at the number listed below.

   

  Thank you 

   

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

  General Sales Manager

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 18th 2022 I took my 2014 Toyota Camry Se sport into Folsom lake Toyota to get some service done, I asked for a oil, oil filter change along with a transmission fluid change as well, I ended up paying $358 for the service. Well on January 24th 2022 my car threw a check engine light, scheduled a diagnostic check at Toyota January 25th took it in at 10am as I waited I got called and I was told my transmission was burning the transmission fluid and that my transmission was bad, I got quoted $6500 for a new transmission, I told him how could this have happened if my car ran perfectly fine before the service I received on the 18th, he said it just happens your transmission is failing. I cant believe that a perfectly running transmission will fail out of no where, they worked on it and now it is failing, does Toyota not guarantee there service? I didnt even put **** miles after the service and its failing now? I believe something wasnt done right and Toyota dropped the ball, Im looking for them to fix the issue whatever it is. Its only fair.

  Business response

  01/27/2022

        I spoke to customer early today and asked him to let me research the concern . Management was just made aware of this concern today . I have also called and left a message to **** at ************     1:27 pm asking **** to call ******************* back for resolution . The vehicle is going to be requested to come back to dealership for further inspection and if necessary a used transmission would be installed for customer satisfaction .

  Customer response

  02/01/2022

  I am rejecting this response because: I dont understand how one day the dealer can tell my my transmission fluid is dark as black, and that I new a NEW transmission quoted at $6500. Then when I submit a complaint to the BBB, they reach out to have me bring my car in to get looked at and now my transmission fluid is good, no longer dark or black, and now they are telling me my transmission is all good and its got no issues??? Sounds to me like this dealer was hoping I would say yea the first time so they could get me for $6500 when they are now telling me my original transmission is all good. After receiving my car back Ive still noticed some shifting issues that were not present till they worked on it, never did I have any shifting issues, or any problems whatsoever. Something very funny is definitely going on at Folsom Lake Toyota Service center, I feel like they were trying to hustle me for $6500. I expected more from these guys. Smh
  

  Business response

  02/02/2022

                     No one was trying to hustle anyone . That was the purpose to get the vehicle back in and have a ******* look at  the vehicle on repair order invoice ******* . No transmission will be replaced and the customer has all the notes on repair order ******* .  the invoice states all the notes and there is no transmission concern .

  Customer response

  02/02/2022

  I am rejecting this response because: RO#: ******* states fluid is black and needs a new transmission, dont understand how you get that the first time, and now everything is all good, sounds to me like you guys are just trying to find the easiest way out. If my car throws out a check engine light again and its for the transmission I will be going to another shop to get it looked at, as I dont trust you guys, the fact that one week is my transmission is bad and need a new one to a week later no its all good, I find that very strange, maybe the service people should be better trained so this doesnt happen to anyone else, as Im sure Im not the first or last person you guys have taken advantage of. 
  

• Initial Complaint

  09/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Sept 23 in the am, I dropped off my car because the tire pressure light kept coming on. they were new tires. I also told him the same problem of the car not starting, causing my husband to lose several patients over the years because he couldn't leave, and me being stuck in dangerous situations. You press break and it makes loud noise and is squishy. He said don't leave keys in car. First, that is how you start and run a prius, second, nowhere in the contract when i bought the car did they say, "this car will always die when you leave keys in it," like to go run. Saying leaving cars in the car is the problem, not fixing, and keeping for 3 days for nothing while i missed work was uncomprehensible. Ahn didnt get back to my many msgs. I sent him the oil change coupon and asked specifically what fluid would be topped off and ordered this service twice. Nothing. Car sat in sun ruining my food drink and meds in there. I was told 3 hours..3 days and they wont fix ongoing problem of losing

  Business response

  09/27/2021

     The customer did not give approval to perform oil change on vehicle and said she did not want to talk to *********** . We need a verbal approval to perform work that is going to generate charges and the customer specifillay said she did not want to talk to ******* . Not understanding what customers concern is abut the key situation need better description on the customers concern.

  Customer response

  09/27/2021

  I am rejecting this response because: This is absoulte bull. i have all my phone records and recordings where i called left a lot of msgs. the reason i said don't  transfer me to him was because he never picked up and it was 40 min on hold. would you do that again? no. and as attached in email from first day he was told to do. he wanted me to email coupon first. this is 6 days into it and you have not done one thing to my car but leave in sun for all my meds and contents to be ruined. each time i have to call email, do a claim, and each minute you have my car unrepaired will be added to the suit. the more time you waste of mine and the more stress you rack up, the more damages i am suing for. i will not take the car back until its fully fixed. The *** and DMV have already rec'd documentation and now am looking for class action atty and DOT also will be contacting you for avoiding these problems for 10 years. You are able to read the ems to Ahn. Anything further you can supboena.
  

  Business response

  09/28/2021

  no further comments from dealer at this time

  Customer response

  09/28/2021

  I am rejecting this response because:aside from over half my records missing because they put it to another person's address and sent my title there because advisors and the "receptionists" cant look at details, this is the service record. open attachs where you see oil change and the biggeset threat, the break booster issue which Ahn admitted the problem was, is not fixed. Going on day 7 with no car so they will be rec'ing a rental car and loss of income **** in the settlement that the atty is doing. type in "class action" for totoya. too many to list. go to prius an break booster and headlamp. even tho the other prius was recalled and we took it in to fix, they refused to fix, a seen from service records attached. you also see oc scheduled on THEIR site and their shuttle never comes. my husband has to carry a charger around and his patients have suffered or died because this joke of a car wont start, which toyota admits is directly related to the bb issue, as did Ahn. their defense in trying to block class action was "well we can't fix it.." so we will just wait for a hall pass or  bail out from the "govt". now they are being held accountable as not only i and my husband were injured, but many others, and some have died. toyota could care less, as seen from the non existing work on our cars. they are there and they have been repeatedly told the damages sustained and bills they are racking up by pulling this dumb stunt. The below is just the tip of their dishonesty. It is like they have bonus contest on who can srew over customers the most. Go here to add your car to the class action, or START a new one as i did. I can't send any other docs or files because this atty is now involved. If this car and my lost time from work is not refunded fully today, along with the damage of not being able to drive and missing important appts of $500 and $400 respectively, and the emotional stress and loss of time to do so many claims, take in, etct of $400 (I use car to work and am disabled so walking everywherei n the cold is not an option). $26k. you keep the lemon and take it apart and see how to fix the rest of them. I just need all my stuff. This is way way to low to settle for. My costs in headlights and batteries alone are over $300. If it goes to class action, it will be more but I would rather have my own private representation so I get all I am entittled to without Toy. stalling this out in court. The longer you take, the more you pay. Not settling for less than 27k and you keep that car, as you keep emailing "we want your car...the price for it is higher than ever. "   Service History

  
  For yourhttps://www.hbsslaw.com/press/toyota-brake-defect/toyota-hit-with-class-action-lawsuit-for-brake-defect-affecting-prius-camry-and-avalon-hybrid-models
  2011Prius
  VIN: *****************
  Change Vehicle
  
  Service due every:5,000 Miles / 6 Months
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  7/2021
  SERVICE TYPE
  Dealer
  MILEAGE
  58,301
  SERVICES
  CUSTOMER STATES THAT THE **** PRESSURE LIGHT IS ON - CHECK
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  3/2020
  SERVICE TYPE
  Dealer
  MILEAGE
  49,169
  SERVICES
  PERFORM SAFETY INSPECTION,CALIFORNIA CONSUMER PRIVACY ACT. YOU MAY VIEW OUR NOTICE AT COLLECTION OF PERSONAL INFORMATION AT ~|~CALIFORNIA CONSUMER PRIVACY ACT. YOU MAY VIEW OUR NOTICE AT COLLECTION OF PERSONAL INFORMATION AT WWW.GPIPP.COM/FLT ~|~,CALIFORNIA CONSUMER PRIVACY ACT. YOU MAY VIEW OUR NOTICE AT COLLECTION OF PERSONAL INFORMATION AT
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  12/2019
  SERVICE TYPE
  Dealer
  MILEAGE
  47,286
  SERVICES
  PERFORM 4 WHEEL ALIGNMENT,PERFORM MULTIPOINT INSPECTION AND CHECK **** PRESSURE. INFLATE ****S TO RECOMMENDED PRESSURE AND P ~|~PERFORM MULTIPOINT INSPECTION AND CHECK **** PRESSURE. INFLATE ****S TO RECOMMENDED PRESSURE AND PROVIDE PRESSURE READINGS ~|~ ~|~***** MPI PERFORMED MULTI POINT INSPECTION,PERFORM MULTIPOINT INSPECTION AND CHECK **** PRESSURE. INFLATE ****S TO RECOMMENDED PRESSURE AND P
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  8/2019
  SERVICE TYPE
  Dealer
  MILEAGE
  45,093
  SERVICES
  REPLACE HALOGEN HEADLAMP BLUB & INSTALL SUB-WIRE HARNESS,PERFORM SAFETY INSPECTION,
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  2/2019
  SERVICE TYPE
  Dealer
  MILEAGE
  43,353
  SERVICES
  PERFORM MULTIPOINT INSPECTION AND CHECK **** PRESSURE. INFLATE ****S TO RECOMMENDED PRESSURE AND P ~|~PERFORM MULTIPOINT INSPECTION AND CHECK **** PRESSURE. INFLATE ****S TO RECOMMENDED PRESSURE AND PROVIDE PRESSURE READINGS ~|~ ~|~***** DID MPI,PERFORM MULTIPOINT INSPECTION AND CHECK **** PRESSURE. INFLATE ****S TO RECOMMENDED PRESSURE AND P,J0V - UPDATE PWR MGMT ECU,G0U-INSTALL AIRBAG BRACKETS,
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  12/2015
  SERVICE TYPE
  Dealer
  MILEAGE
  25,421
  SERVICES
  E0E-REFLASH MOTOR GENERATOR & POWER MANAGEMENT ECU-PRIUS
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  11/2012
  SERVICE TYPE
  Dealer
  MILEAGE
  4,479
  SERVICES
  COMPLETED 10K SERVICE/ SYNTHETIC OIL AND FILTER CHANGE, **** ROTATION AND VISU,**** PRESSURES READINGS LF_40 RF_40 LR_40 RR_40,
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  Appointment Modified Online: FOLSOM LAKE TOYOTA appointment on Sep 25, 2021 2:45:00 PM
  
  
  Inbox
  
  toyota
  
  
  
  
  
  ********************************* via xtime.com  Sat, Sep 25, 2:40 PM (3 days ago)
  
  
  to me
  
  
  
  
  
  
  
  
  
  
  
  APPOINTMENT MODIFIED
  
  
  Confirmation Code: X02DFV85ZS
  Date and Time: Sep 25, 2021 2:45:00 PM
  Advisor: ******* St Pierre
  Vehicle: 2014 OTHER OTHER
  Requested Arrangement: If you selected "Shuttle", you'll receive a complimentary shuttle ride.
  Dear ***********************,
  
  This message is to confirm that your appointment has been modified.
  
  Please note that services scheduled after 5pm will be worked on the next day.
  
  Did you know that you can manage your appointment online? Click Appointment Link to make adjustments to your reservation, or you can reach us at **************.
  
  Add this appointment to your calendar using the attached file, if present, or by clicking the link below:
  
  Add To Calendar
  
  We look forward to providing you with the highest level of service.
  
  Sincerely,
  
  FOLSOM LAKE TOYOTA
  ************** ____________________________
  
  The following services have been selected for this service visit:
  
  Maintenance Services:
   Oil & Filter Change
  ***Starting From***  I have an email offer / coupon / web offer I would like to schedule
  Repair Services:
   Tell Us More - relace break booster spongy issue it is in for. free warranty
  
  Note: ************ and costs vary based upon the nature of the repair, parts availability, your warranty status, and other factors. Once your vehicle is in the shop, we will diagnose your problem and contact you as soon as we can to provide details and specific time and cost estimate. Diagnostic and/or repair fees may apply if work to be performed is not covered under warranty.
  
  
  Notes:
  it is prius ahn has.see emails from thurs on. cant see vin on ur site.not sure y there r 4 cars.its one there since thurs for this.****
  
  Note: This is an automated message and please do not reply to it.
  
  
  
  
  
  
  FOLSOM LAKE TOYOTA
  ***************, Folsom, ********** 95630
  Service: ************** 

   

  
  
  

  
  

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