ComplaintsforLivermore Toyota

• Initial Complaint

  04/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 3/22/2024 I had elder abuse by Livermore Toyota Dealership. I was by myself at Livermore Toyota Dealership, and they keep pushing me to buy. My mine was not it my right mine. I'm 67 in years. Im Veteran with PTSD. Livermore Toyota Dealership had me there from 9am to 3:30pm. My reading skill is poor and spells also; the Finance Manager had to tell me how to spell words on the check I wrote out. I want to return back the 2024 Toyota Tundra after only having but 130 miles on it, the next day. I call Livermore Toyota Dealership and ask them to take it back and return me my vehicle 2016 Toyota Tundra, the person I talk with over the phone say, "did you not read the sign about returning vehicles on the wall". "I say no, your dealership has all kind of things hinging on the walls and up in the air at your dealership". I said to that person on the phone, "One thing your dealership need to do is point out the sign and when the person is with Finance Manager, they need to ask the person if they read the sign and did, they understand the sign". The person said they cannot do anything for me, but you can use your new 2024 Toyota Tundra as a trade in and buy back your old 2016 Toyota Tundra back. If I cannot get my 2016 Toyota Tundra back trade in $21,300 and the cash, I paid out $39,022 = $60,322. I like to get money back for the Spartan anti-theft package the dealership had on the 2024 Tundra. Because I did not want it and they would not take it off. I call *************** and the person I talk to say yes, he could turn it off, no problem, but I could not get the $1,499 back because it was a dealership add on. I call the dealership and talk to one the salesperson, told them I do not need it and the person at Spartan anti-theft company told me it was good only for 3 years, when your dealership told it was good for as long as I own the 2024 Tundra (that life). The dealership say Spartan is non-cancelable item sir, we install on all cars. Bad business dealership.

  

  Business response

  04/08/2024

  We understand the request and have been communicating with the customer via direct calls, social reviews, and case submissions to our corporate entity, all prior to this BBB submission. The options available have been communicated to the customer and do not include a vehicle refund (please see the attached legal disclaimer, which are prominently displayed in every **************** Since this BBB submission, we have attempted to re-established communication with the customer via direct call and voicemails. We will countiue to discuss the alternative resolution options they have outlined. This matter is being resolved internally with direct communication with the customer. 

  Customer response

  04/12/2024

  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.  But still not happy with Livermore Toyota Dealership.  Before i wrote Better Business Bureau *********************** email he would send you a check for $ ****** as goodwill. He never sent it and when I ask the person that was dealing with me, told me we pay for the tracking and give you a refund for it but **** say he will not pay you the $****** he told you he would give you.  She you can only have one of them and that all.  I wanted my truck back and have them take their 2024 Toyota Tundra, but they would not do that.  So, it would be nice to receive the $****** that *********************** said was going give me.

  The 1st week I have the 2024 Tundra I was sick and felling back to where I did not to get out of bed.  I'm still not happy what happened to me at Livermore Toyota Dealership.  This dealership needs to tell and shoe people the sign about returning vehicles on the wall, so the dealership says.  Also stop pushing people.  

  I feel that ****************** still should pay the $****** for the days I was sickly over what happened.

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

• Initial Complaint

  01/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a new 2022 Highlander XLE from Livermore Toyota. Two months ago, I found a nail in my tire & attempted to use the 'premium protection' I paid for. However, ******* who sold me the protection made a mistake, which the dealership doesn't want to take accountability for.There were issues with the purchase to begin with - They lost keys for the original car I had signed contract & made a down payment for(while they took it to detail.) They told me they'd look for them & asked me to come back(after we spent most of the day there) Ultimately, they called me a few days later, they didn't find the keys & offered another Highlander, for which I had to pay more. I drove back 80 miles to ****************** They prepared the docs before I arrived but we still had to wait a few hours for the fiance guy, upon review, I noticed two errors. I had paid for the Ally 'premium protection', but the new contract listed the basic option. I asked to correct it, but he said he'd do it the next day. He initialed by his mistakeswhich included misspelling my name. Fortunately, I took pictures, which I've sent to Livermore Toyota.Two months.. still have a nail in my tire, needing to inflate it every few days b/c I was told using the coverage might prevent them from correcting their mistake. *** called the *** ***********************, over 10 times, but he's always 'in a meeting.' A couple other managers said they'd take care of it but it's been two weeks of silence again.The dealership found the corrected agreement. Seems the contract was fixed, but they never informed ****. At one point, they advised me to absorb the loss, and move on.. I didn't appreciate that advice.I hope this message reaches someone who can take accountability, correct the issue, and compensate us for the two months of time, energy, headaches, and the cost of the air pump I had to purchase while I continue to wait for their response to fix their mistake..

  

  Business response

  02/06/2024

  We understand the request and had been communicating with the customer prior to the ******************** submission. The options available have been communicated to the customer via email and SMS and the lapse occured when waiting for the customer to advise us of which option they would pursue. Since this BBB submission, the orginal Finance Director, has re-established communication with the customer and have finalized the option they wish to pursue. Once the customer initiates the ********************** claim cancellation, the Finance Director can begin the process to resolve the contract details. This matter is being resolved internally with direct communication with the customer. 

• Initial Complaint

  10/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went into Livermore Toyota on 10/12 to purchase a 2022 Camry and with me I had a pre approval from Navy Federal. After test driving the car the sales person said I needed to fill out a credit app and I said no I don't want to run my credit because I have a pre approval, which I provided to them. The manager comes out and says we only need the information for finance for when we do DMV paperwork. He reassured me that my credit would not be ran so I agreed and filled out the necessary information. Later that evening I was going through my emails and saw one from Experian saying my credit had been ran. When I checked the app sure enough Livermore Toyota ran my credit after I specifically said more than once not to run my credit and I was reassured it wouldn't be ran. When I called Finance on 10/13 they stated they would pass the message along and have the manager call me back. ****, the manager, called me and his response was that they have to run everyone's name to make sure they aren't on a homeland security list showing they can't buy a car. I said I have bought enough cars to know that isn't true and that my credit does not need to be ran. The conversation ended with me stating I would be contacting his GM. I didn't end up purchasing the vehicle from Livermore Toyota because they majorly low balled me on my trade in so I walked out that night (10/12). After talking to **** on 10/13 about this situation he called me back and offered me a fair price (still not buying from them), but refused to do anything about the hard pull on my credit. This is not acceptable business practice and I need my credit report adjusted and this hard pull removed.

  

  Business response

  11/27/2023

  To accommodate the requested resolution and adjust the credit report, the customer will need to reach out to their credit company and contest the inquiry. The credit company has to initiate the process and contact the dealership. We will cooperate and work with the company when contact is made. 

• Initial Complaint

  07/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am deeply frustrated with the recent experience I had with Livermore Toyota. As a responsible customer, I took the initiative to contact them on June 27, 2023, well in advance of my complimentary service package's end date in July. My intention was to ascertain the exact expiration date so that I could schedule my car's maintenance accordingly.During my call with ***** at the Livermore branch, I was provided with a definitive confirmation, that the last day to utilize the complimentary service would be July 17, 2023. Relying on this information, I diligently made an appointment for July 12, making sure to adhere to the agreed-upon timeframe.Due to an unforeseen emergency, I had to reschedule my appointment for July 13 at 9:30 AM. To my dismay, upon arriving at the service center, I was informed that my service package had already expired on the 11th. This discrepancy has left me feeling unfairly treated and questioning the integrity of the process.I have maintained all relevant text and voicemail records to substantiate my claims, and I am aware of Livermore Toyota's claim to record calls. In light of this, I request a thorough investigation into the matter, including a review of the phone conversation with *****, to rectify this issue promptly and restore my faith in the company's commitment to customer satisfaction.

  

  Business response

  09/18/2023

  Hi *****, after reviewing *********************** info it appears that the service contract expired in 2022, we are well over a year past expiration and I believe the customer knew when it expired, nevertheless I'll honor doing the ****** mile service on the vehicle free of charge.

   

  Thank you.

   

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

  Customer response

  02/02/2024

  I called Toyota Livermore in Oct **************************************************************** anything like that, so I had to do my ***** service elsewhere. 

  To clarify the matter, my service contract did expire in 2022, and I was well aware of that, but per Toyota policy, it automatically extends for one more year past the original expiration date. ******* deliberately lured me into booking an appointment a few after the extended expiration date which I only found out when I brought my car in. 

  Since Ive already paid and completed the 35k maintenance, I would like to do my next service free of charge. 

  Thank you 

  ***************;

  

  Business response

  02/06/2024

  This customer has already received communication that the dealership would honor the 35k service, as they had requested. Per BBB policy, all communication would pass between parties via BBB staff. We presented our decision and later received a notice from BBB staff that the customer had not replied to our offer of resolution and would consider the case closed.

  Our management staff has since changed and the new department manager has agreed to honor the previous agreement. Based on the customer stating that they have already performed a 35k service, we are willing to proivde a 40k service free of charge. To avoid similar misunderstandings from either party, we have submited a digital voucher reflecting this agreement to BBB for the customers reference. A physical copy of the voucher must be presented at the time they are redeeming the service. 

  Customer response

  02/08/2024

  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.

  I will bring my car in at 40k mileage. Thank you BBB for making this whole thing right! 
  
  Sincerely,
  
  *******************

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from here 2 (11-28-20) years ago and paid $895 for minor dent coverage. My car got a door ding so I called the dealership to make an appointment to fix it. They told me that the company would come out to my house to fix it but they need to pre-approve it. I took my car in on March 4, 2023 also getting a routine service to be combined with the repair from a door ding and showed the service **** ******* the dent. He said he would give me a number and a third party would fix it. I called the third part and they said it would cost 250. I called Toyota and spoke with the manager, *****************. He said they would not service the repair because they didn't sell us the contract. Even if the ownership of the dealership changed, they should still respect the contract. They are respecting our other service contracts that we bought when we purchased the car.

  

  Business response

  04/05/2023

  Customer  had  purchased his  Rav 4 at Livermore Toyota in 2020. At the time of  purchase, he was  sold a  dent protection that was through a  third party , " Portfolio"  that the dealer sold  through the customers  loan .  The Customer  had  a  dent  on his  Passenger side  door and  when he came in to the dealer for  his maintenance he  mentioned  it to the  service  Advisor that was  helping  him. Service Advisor told the customer  to call "Dent Pro" and  gave  him an incorrect phone number.  When the customer  called the number  he was  told he  would  pay $250.00 out of pocket. 

  Called and spoke  to customer, apologized about the  miscommunication between him and the service department . Gave the customer feedback and information about the dent protection when he  purchased it at Livermore Toyota. Informed customer  that the  dent  protection that he  purchased was  through the  previous ownership and the new owner does not  sell it. I offered  customer  to help out  with the  dent  if the dent protection phone number I provided him with wouldn't  work . Gave the  customer  my direct  line and let  him know to call me  if he  needs  any further  assistance or concerns .   customer  thanked me for calling  .

  followed  up with customer  few  hours  later and asked if Dent Protection was  able to help. customer stated yes, and said said they were  able to pull up his  contract that he purchased here. Customer happy and thanked  me for  calling . all okay for  now  

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The used car was only purchased on January 26, 2023. The car was faulty and the dealership did NOT disclose any of this information to me. I started having issues at the end of Feb/beginning of March. I tried reaching out by phone and email many times and they will not respond. I was just trying to figure out what I should do, or if the basic warranty was still available. I decided to reach out to ****** since the car is a ******. They said it should still have basic warranty, but upon looking into the **** they disclosed mileage discrepancies, and service discrepancies, and that warranty would be voided since the previous owner modified and cut into the alarm system, which is causing my battery and or alternator to die. I cannot get it replaced, they are not responding to me to assist. ****** consumer affairs is working on trying to get the warranty department to review the situation. However, the warranty department generally does not say yes to changing the modifications back to original manufacturer parts. It would have to be out of the owner's pockets, however this was not my fault and I was not aware of this at all.

  

  Business response

  03/23/2023

  Customer purchased a  used 2020 ****** Kicks from Livermore Toyota in January 2023. Customer  stated that after purchasing  her  ****** here , she  contacted Livermore Toyota  and there  was  no response by email or call backs. customer wanted to find  out  about her  extended warranty to find  out what it would  cover.  Customer  states that her  car wouldn't  start and she  thought the  battery could  be  dead, or the alternator  failing.  Customer  after took her  vehicle  to the  ****** Dealer to have  it checked. after  looking at the vehicles history she  found  out there  was  mileage  and service  discrepancies, and  it would  not  be  under the  warranty due to the previous  owner splicing into the alarm system. 

  spoke to General, and  service  Manager. Both stated that the customers  vehicle had  been a  transfer from another dealer before  selling  to customer.

  called and  spoke to customer. Apologized about the  trouble she was  having with her  vehicle. addressed her concern and invited her  back to the  dealer to perform an inspection of  her car and  address all of the concerns she's  having. Made  customer an appointment.  .  As of  3/23/2023 Customer  brought  in her  ****** , Service Manager will assist customer  with customers vehicle. all okay for  now. 

  Customer response

  03/23/2023

  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. The dealership was quick and kind. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Toyota on 03/22/2022 for $31,886.25 from Livermore Toyota Dealership. During the negotiating the purchase, I was told that the price of the car is included LoJack device what I did not want. But It was already installed in the car, so I did not have any options and I agreed to purchase a car with LoJack device. Six months later I needed to locate my car and called ************** to do so. I was very surprised to learn that the LoJack device was never installed in the car. ************** advised me to call Livermore Toyota dealer to resolve this matter. When I contacted dealership for reimbursement of $899 (this is what I paid for LoJack device) they did not want to talk to me. I left number of messages but nobody returned my calls.I want to be reimbursed $899 for LoJack device. All supportive documents (purchase contract can be provided) Thank you.***********************

  

  Business response

  11/10/2022

  Customer  purchased a 2022 Corolla  from Livermore  Toyota  in March of  2022. Customer  states when he purchased his  vehicle  he was  told that the  " ************* " was  already Pre- installed  in the vehicle  and it had  to be charged  to the  vehicle.  ( ************* is an anti theft protection security  for the vehicle) . Customer paid  $899.00 for it .  Livermore  Toyota  called  customer to set an appointment  to have the customer  come in and have  the  Lo Jack  "activated".  Customer  refused and  stated  he  did not want to and  he asked for his  money back , stated he was  lied to and hung  up.  CRM spoke  to  the  store  GM and  GM agreed to give  the  customer the  full refund back for the  *************, full amount back $899.00 . all okay for  now 

• Initial Complaint

  10/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On October 10, 2022 I went to Livermore Toyota to test drive a Lexus ES350 when the sale associate brought me the car he told me your in luck the price has dropped from $33,000 to $27,800 it had a big sign on the windshield Special withe price of $27,800. After test driving other cars at other dealerships and numerous text message with the sales associate I returned on the next day October 11, 2022 to buy the car. I already had finaing through my credit union but was told by the Finance Director *************************** I needed to have my credit checked in their system anyway. After I did this the sales associate comes back and says the Finance Director *************************** said that that was a mistake the car is $33,000 after running my credit and seeing that I was approved for a lot more he pulls a bait and switch. I told him they need to honor there advertised price on the car that was on the car for at least two days. He told me no he was not honoring the price that had been posted on the car and had removed the signage from the car.

  

  Business response

  10/28/2022

  Customer saw a Lexus ***** for $33k online, when the customer came in to look at the vehicle he decided to think about it and  left. The  following day he retuned and he was told by the  sales  rep that the vehicle  had a different  price  of  $27k on the window.  A few minutes later the customer  was told that it was the wrong price  and it was  at  33k. not  27k. customer was upset and  spoke to the General Manager on the phone and asked if they would honor  the  price on the  window , General Manager stated no.  Following day, the  customer spoke  to **********************  about his  concern. CRM called  customer  and  apologized  about the  pricing on the vehicle. Customer stated if the  price would  be  changed  back to 27k he  would  purchase the vehicle. CRM spoke to the General Manager stated that he had  already told the  customer  no about  honoring  price.  customer stated that it shouldn't  be  the  **'s decision, it should  come from the  Owner  of the dealer.  CRM apologized to customer and let him know that the ** is the person to make those  decisions if  the  owner  is not at the dealer.  customer said okay , thats fine . and **** up.  General Manager  is aware  of the  situation and  will not  honor  the vehicles different  pricing, due to a  mistake  that was done due to the  fact that the dealer  had two Lexus vehicles that look the same. 

• Initial Complaint

  06/27/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My mother bought a new truck from the Livermore Toyota dealer. They communicated clearly that she would pay cash and she wrote a check for the full amount. The dealership proceeded to do a bait and switch by asking her to sign a contract for financing, saying that it was a contract for "insurance." A loan would bring my mother's total payment to $44k instead of $42k BUT she already told them she was paying cash and wrote a check for the full amount. I believe this constitutes elder fraud and would like to seek a solution to this issue.

• Initial Complaint

  11/23/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This incident began just after October 30th. On October 30th 2021, I purchase my vehicle. I signed contracts in the finance room to purchase my vehicle and drove off the lot. About two to three weeks later, I was contacted by haroon, the finance officer I signed the paperwork with to purchase the vehicle. Haroon said there has been a mixup on paperwork and he provided me an invalid contract. Haroon said that if I do not come back into the office, he will lose his job and they will tow my vehicle. I live about an hour and 15 minutes away from this dealership. As a consumer I completed my obligation to get my credit ran, signed the dotted line and made a Down payment and complete the transaction. I cannot take time time off work and work 6/7 days per week. My co-signer and I do not have the same schedule and cannot take the time off work or we could potentially lose our jobs. As a consumer its very frustrating knowing I came down there on my one day off where our schedules aligned I was able to drive off the lot and now saying the car will be repossessed as I did not complete the correct documents! They took my money and I completed all obligations of the contract. If anything was incorrect it should have been reviewed and handled on the day of the purchase not two to three weeks later.I now have the burden of haroon losing his job pressed heavily on my shoulders, and losing my vehicle.I returned to the office to sign the contract on my day off, they said because Im the co-signer they would also need my partner who is also on the loan to sign. I told them on the phone he would not be able to make it as work does not allow. They gave me the contract to take home to have signed and returned. I told them when my next day off was and they agreed. Then received a telephone call, if the contract is not returned by Tuesday 11/23/2021 they will repossess my vehicle! I dont want to lose my job, or car for something that was not my fault.

*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. ↩