ComplaintsforDowntown Auto Center

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/31/24: I informed Downtown Toyota of ******* that I was from out of town and that I was interested in Prius. When I said I would come Tues, they said to come by Mon to get their Memorial Day deals. My appointment confirmed, Monday I arrived to find no deals and that they had no Prius'.6/3/24: Charges for a Corolla Cross Hybrid included a ~5K in addons and ~$4,995 in markups; brought to $1995 for a LoJack and $2895 mark-up. The dealer asked me what I was looking for, I told him: No mark up and no LoJack. He said the LoJack could not be removed, that all dealers these days had to have markups to survive, and repeatedly said it was a really good deal. He said he knew other dealer markups because there was a screen in their office that shows other dealers markups and prices. He told me that Roseville Toyota, which I mentioned, had 5K markups, that hybrids are scarce and it was unlikely that they would receive another Cross Hybrid for at least two months. He knew I needed a car soon.After purchasing, I learned LoJacks are removeable, that I was charged $1995 for a 3-year term Lojack when Amazon and other sites charge $895 including installation and that competitor, One Toyota of Oakland, sells ALL vehicles without add-ons for MSRP and had Cross Hybrids available.On 6/5/24 I met with a manager who said the tactics they used were typical; some people pay more and some people pay less. Then while pointing at my signature, he said, you signed. He said, you got a good deal as if to say, you were less screwed over than some people. You should be happy.A reasonable person would not consider ~5K in markups and an unnecessary and overpriced addon a good deal when the deal that I clearly stated I sought was known to be available at a neighboring dealer. To convince me that their offer was really good, the salesperson feigned scarcity, falsely claimed that markups were to be expected and necessary, and that the overpriced ****** could not be removed.

  

  Business response

  06/13/2024

  Hello,

   

  Items requested are non refundable.

   

  Thank you

  Customer response

  06/14/2024

   
  Complaint: 21842817
  
  I am rejecting this response because: I did not ask for a refund. I asked for a billing adjustment. Please decrease the price for the Lojack and markup. Charging $1995 for a 3-year term Lojack worth $895 including installation is messed up.
  
  Sincerely,
  
  *****************************

  

  Business response

  06/20/2024

  Hello,

   

  Item is non- refundable- We can't adjust.

   

  Thank you

  Customer response

  06/24/2024

   
  Complaint: 21842817
  
  
  I am rejecting this response because: The sale was made using deception and untrue information. The transactions should therefore be altered or voided. Please answer my questions. Your salesperson ***** took off all add-ons except the Lojack. When asked, so the Lojck cannot be taken off?, your salesperson, Senal (or *****?), said "no." Is that true? Can a Lojack be removed? Do you have the ability to remove any add-on? ***** said that all dealerships have markups to survive these days and that you have a screen showing your competitors in the back office. You are well aware that some other local dealerships do not have ******** or add-ons, yes or no? ***** said repeatedly that I was getting a good deal. Is $4995 over your competitors a good deal?
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was shopping for cars, went to dealership where I was lied to and scammed into getting optional services I said I did not want nor did I ask for, and also it was never actually offered to me. This dealership uses shady sales tactics to add on additional services and will flat out lie. When I even stated I dont need any fancy car washes I can do that myself I was told it already comes with it and they cant take that off, also that if I change it I wouldnt get financed. I also had no idea they added LoJack to my car and I will admit I conceded to the optional service of the fancy (car wash which was thousands of dollars) because I was led to believe it had already been done to the car and I cant take it off, but in no way did I ask for or was I fully offered the service of ******. Only reason I even found out was because of my gap insurance needing additional written explanation of what services they had under cash service. I tried to talk to general manager/owner and he was no help and very rude. The Sale manager who facilitated the sale knew he pulled a fast one and they also took my signature and added to just a paper copy of additional services which I never signed. My ticket price was 20 thousand and change it went up to 28 thousand and change I asked about the jump and thats when the lies and deception set in after being there that long I assumed I was paying for at minimum the few optional services they told me I couldnt take off a clear lie and that my financing wouldnt be approved without it another lie. My story aligns with most of the reviews Ive seen from this company they use predatory sales tactics and lies to add in things you might miss, and use the old you signed the contract line to cover any wrong doing on their part.

  

  Business response

  06/11/2024

  Insurance has determined the customer's vehicle a total loss and he wants us now to refund his Lojack- Which was useful for him during his ownership of the vehicle.

  This will not be refunded by any means.

   

  Thank you

  Customer response

  06/14/2024

   
  Complaint: 21828766
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of the Transaction: 26th April 2024 The dealership committed to providing a 2024 Toyota Sienna XLE with Toyota provided accessories and extended warranty plans.Nature of the Dispute:On 26th April 2024 I purchased a 2024 Toyota Sienna XLE from Downtown Toyota of *******. During the purchase, I was charged an additional $8383 for Toyota provided accessories (in the contract it was mentioned as cash price accessories). When I asked for the detailed breakdown of the accessories list, the dealership provided with various add-ons and warranties document which is not I signed up for during the purchase. Upon further reflection, I believe these add-ons were misrepresented as accessories and their costs were not adequately disclosed. When I attempted to resolve this issue with the dealership the following day, I was met with resistance and uncooperative behavior from the management.Additionally, I recently discovered that the *************** agreement plan ($4995), prepaid maintenance plan ($4200), and Guaranteed Asset Protection ($850) insurance were represented to me as Toyota provided plans. However, they are actually through a third party, which was not disclosed at the time of purchase. This misrepresentation has significantly impacted my trust in the dealership.Attempts to Resolve:I have made multiple attempts to resolve this issue directly with the dealership, including visiting the dealership the next day and contacting the *** but my requests were met with resistance and uncooperative behavior. I also contacted Toyotas Brand Engagement Center, but they stated that they cannot assist with this matter.Desired Resolution:I request a refund for the $18428 charged for the add-ons and service plans and a clear explanation regarding the misrepresentation of the service plans. I also seek assurance that the dealership will address these deceptive practices to prevent future occurrences.Contract No: 553-CA-ARB-ea 3/23 Stock No: ****** Deal ID: ******

  

  Business response

  05/18/2024

  Hello,

   

  Guest is aware of all purchased- Please see attached.

   

  Thank you,

   

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

  Customer response

  05/18/2024

   
  Complaint: 21728852
  
  

  Dear BBB Representative
  
  I am writing to follow up on my recent complaint against Downtown Toyota of Oakland. The dealership has responded, claiming that I was aware of all purchases and provided an attachment showing my initials on the markup and optional add-ons.
  
  While it is true that my initials appear on the documents, I have not agreed to the markup and optional. I wish to clarify several critical points that were not addressed in the dealership's response:
  
  1. Misrepresentation of Plans:
     ******************* Agreement Plan, Prepaid Maintenance Plan, and Guaranteed Asset Protection (GAP)insurance were presented to me as Toyota plans. However, I recently discovered that these are third-party plans. The dealership used Toyota plan templates during the sales process, which led me to believe they were official Toyota products. This misrepresentation is a significant concern.
  
  2. Lack of Transparency and Disclosure:
     The costs and details of the add-on products and warranties were not adequately disclosed during the sales process. Although my initials are on the documents, this does not change the fact that the financial implications and necessity of these add-ons were not clearly communicated to me. I was told by the dealership that these were Toyota accessories and common for all Toyota cars. I was not given sufficient time or information to make an informed decision.
  
  3. Markup and Add-Ons Not on Final Contract:
     I clearly negotiated for no markup and optional add-ons. If you review the final contract, you will see there is no mention of markup. The dealership misrepresented the optionals as Toyota-provided accessories and stated they were mandatory for Toyota cars. Despite my initials on the markup and add-ons documents, these charges were not clearly itemized or highlighted on the final contract I received. This lack of clear inclusion on the final contract further contributed to my lack of awareness and understanding of the total financial obligation I was undertaking.
  
  4. Uncooperative Behavior:
     When I attempted to address these issues with the dealership the following day, I was met with resistance and uncooperative behavior from their management. Despite multiple attempts to resolve the matter directly and through Toyotas Brand Engagement Center, my concerns remain unresolved.
  
  5. Mental Distress:
     This experience has caused me significant mental distress and has severely impacted my trust in the Toyota brand. The deceptive practices I encountered are unacceptable and have left me feeling misled and frustrated.
  
  I am providing this additional context to highlight the ongoing issues that were not resolved by simply presenting the signed documents. My request remains the same: I seek a refund for the $18,428 charged for the add-ons/warranty plans and a clear explanation regarding the misrepresentation of the service plans.
  
  Thank you for your attention to this matter. I appreciate your assistance in resolving this issue fairly and transparently.
  
  Sincerely,
  
  *******************************************

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The car dealership made an unathorized hard pull on my credit. I was not even planning to test drive a car and only spoke on the phone with them and learned they didn't have the car I wanted, plus I was already preapproved by my credit union for a loan, so why did they do this. It seems like they are doing something illegal with my information and I called them. They put me on hold and then forwarded me to voicemail without calling me back.

  

  Business response

  05/10/2024

  Hello,

   

  This customer did a credit application with a 3rd party banks website- *******************

  Please contact them to report the fraud.

   

  Thank you,

   

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

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dealership added $5,000 worth of OPTIONAL surface protection and theft detterent that we never asked for. The finance person did not give me a chance to review or read the document properly. He took advantage over me since I had 5 month old baby on hand and crying constantly. Because we have been in his office for 3 hours . He did not let us go without the purchase. He ran behind is and promised good deal and brought back us in his office. I should have left him righ away. This business is a total scammers. I want my $5,000 worth of money back so I can reduce the loan.

  

  Business response

  04/02/2024

  First of all guest purchased this vehicle approx 3 years ago- 6/3/21- complaining now of the options purchased that they clearly signed for- proof attached.

   

  Faisal 

  Customer response

  04/03/2024

   
  Complaint: 21520901
  
  I am rejecting this response because: It is not my signature. I do not recognize signing on any kind of documents on paper. The signature was digital only. The reason why I filing a complaint and upset about this business is the finance manager who deal with all this documentation did not give me chance to acknowledge and go through lease agreement. He promised and verified that we will just the manufacturer price +state taxes and fees. I told the employee that I need very basic Highlander no additional equipment and add ons, in that case I am agree to buy the vehicle. He was talking very much and forced me to sign on electronic signature machine without  giving me chance to read the lease agreement telling me that We are ************* you can trust us, no worries...bla bla. When I returned home that day I realized the car price is way more than the original price I accepted to pay for and next day returned to dealer. Everyone treated me with no respect. I wanted to return the car and employees abused me verballynand told that you can't cancel the agreement its your fault now. There is nothing you can do now even the lemon law will not protect you. This dealership take advantage over me and treated me so badly because I am ASIAN with baby on hand !!!!!!!!
  
  I DEMAND TO TAKE ALL THE **** AND ADDITIONAL CHARGES FROM MY VEHICLE. OR I WANT TO RETURN IT . I AM DONE DEALING WITH THIS ISSUE OVER 2 YEARS NOW. 
  
  
  
  
  Sincerely,
  
  Zolzaya Jargalsaikhan

  

  Business response

  04/05/2024

  I'm requesting the customer comes in to our dealership so we can call the ******* police department together and have this further investigated.

   

  Thank you,

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

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In August 2023 I purchased a new vehicle with an extended service contract from Downtown Toyota of *******. On January 14th of 2024 I submitted paperwork and emails to cancel the extended service contract as it was not needed, and was not the same as an extended warranty through Toyota, which was how it was portrayed. The pamphlet I was given with coverage details was even a Toyota extended warranty pamphlet and not a ********* Services pamphlet. The dealership representative, ***************************, advised it would take up to 60 days after I submitted their form by email to receive a refund. I confirmed with them, by email, that no other documentation was needed from me. It is past the allotted time and I have reached out to multiple people at the dealership with no response.

  

  Business response

  03/21/2024

  This is still in processing and check should go to lienholder by next week.

  Thank you,

   

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

  Customer response

  03/23/2024

   
  Complaint: 21463032
  
  I am rejecting this response because: I would like to keep this complaint active until the issue is actually resolved. I was told it would take up to 60 days. It's past the 60 day ***** I was never given any sort of breakdown or paperwork regarding my cancelation, and the pro-rated amount I am to be refunded. No one has responded to my email, and the refund has not been processed and deposited. I understand that it will allegedly be done in a week, but I was also previously told it would only take up to 60 days. I would also like some sort of documentation showing a breakdown of the refund, so I can reference with Portfolio if needed and confirm.

   

  Once the complaint is actually resolved I have no issue closing this out. Until then, I prefer it remain open so I am able to exercise multiple options if needed.
  
  Sincerely,
  
  *************************

  

  Business response

  03/25/2024

  I have already responded.

  Thank you,

   

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

  Customer response

  03/25/2024

   
  Complaint: 21463032
  
  I am rejecting this response because: A response was made, but no action has been taken by the business regarding my previous message, or the overall complaint in general. None of the questions/concerns have been addressed and NO documentation has been provided by him/her. A message saying "I have already responded" is not acceptable, and again, no documentation of any kind has been provided. I am unsure if the respondent is just slow to accomplish any of the tasks, or attempting to hide something and/or purposefully drag his/her feet at this point.
  
  Again, Once the complaint is actually resolved I have no issue closing this out. Until then, I prefer it remain open so I am able to exercise multiple options if needed. It took opening this case just to get a response from someone in the first place, to close it prior to an acceptable resolution would be unjust. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I traded in a vehicle and purchased a new Rav4 Prime automobile in October 2023.As part of the purchase, Downtown Auto Center of ******* is supposed to process DMV registration and provide me a license plate. They gave me a temporary license plate that expired on 12/31/23. It is now March 14, 2024, and I don't have the license plate or the registration. I have contacted Downtown Auto Center many times, speaking with *********************** and **************************. The first time I called they said they made a mistake when filing registration and to wait a few weeks. I have called 4-5 other times, and each time I talk to them they tell me to simply wait a few more weeks and the plates/registration should arrive in the mail. It is now approaching 6 months since I purchased the car, and I don't have the plates or registration, and the temporary license plate has long since expired. I have lost confidence that Downtown Auto Center is capable of solving the problem. I don't think they care because they already have my money ($45,287), and they seem unable or unwilling to own or solve the problem. I called the main Toyota customer service number, and spoke with *****. She promised to call Downtown Auto Center on my behalf and figure out what was going on. She was supposed to do this and call me back today, but she did not. Apparently the incompetence extends beyond Downtown Auto Center in *******, and is also a problem at Toyota.I tried to refinance the loan that I got with Toyota (7.09% interest rate) in November, 2023 because I got a better rate at ******************** (~6% interest rate), but I had to cancel the refinance request because Downtown Auto Center had not completed the registration, so I am spending more on the loan than I should be, so Downtown Auto Center should also provide a billing adjustment for the difference in interest that I've paid, along with providing registration and license plate. I have uploaded the sales contract.

  

  Business response

  03/15/2024

  Hello,

   

  This registration was processed and is current.

   

  Thank you,

   

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

  Customer response

  03/15/2024

   
  Complaint: 21436317
  
  I am rejecting this response because:
  

  I have NOT received registration in the mail, nor have I received the license plate in the mail.  Where are they?  It has been over 5 months since I purchased the car and I have NOT received the registration or the license plate.  I currently have a temporary license that you gave me that expired on 12/31/24.

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

  

  Business response

  03/15/2024

  Proof Attached

   

  Faisal

  Customer response

  03/15/2024

   
  Complaint: 21436317
  
  I am rejecting this response because:

  Once again, I do NOT have the license or the registration mailed to me.  I don't physically have them in my possession.  Where are they?

  Looking at the attached document that you provided, under Registered Owner Information-->mailing address, you entered "Name/Address: ********************************* S" and then there is NO other address information.  Why would you fill out the form his way??  Why would you enter just a name and nothing else?  How would DMV know where to send plates and registration without an address specified.  These are basic mistakes that you should not be making.

  Secondly, why am I doing your job for you and troubleshooting this?  You should be doing this.  Did you even look at the form before attaching it to this case?  Why didn't you notice that there is no address information? 

  Fix the form, re-submit it to DMV or call DMV to resolve. 

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

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to this place of business to have my tail and break lights replaced (4 total), oil changed, and tires rotated. I was told all fluids would be topped off as part of the oil change service. After several hours, I was given the following summary: "all 4 brake lamps in rear of vehicle in-op due to wiring harness rusting out...P&A generated for both lamp housings and trunk housing including bulbs and harness for trunk hatch. Cost for repair $1,816.53." The technician claimed they attempted to replace the bulbs but were unable to due to rust and that the entire electrical systemincluding the trunk hatch which was operating fine needed replacement. They also stated that my car was unsafe to operate and I needed to tow it off the lot. After consulting my car's manual and purchasing all bulbs from an auto parts shop ($40 total), I was able to change every light bulb myself. I was charged $235 for the lights evaluation alone. No wiper fluid was added as promised for the $100+ oil change service. I paid $368.99 total. I have had several contacts with the manager, ******************* via text and phone (11/22/23, 11/24/23, 11/27/23, 11/28/23, 12/15/23, 12/18/23, 12/20/23, 1/5/24, and 1/8/24) in which he stated over the phone and in writing that the service fee would be reimbursed once he was in contact with his manager. To this date, he continues to claim he is unable to reach his manager. He connected me via phone with his manager who was unavailable. I left a voicemail on 1/5/24 and have not heard back. I have picture evidence of the light bulbs as well as text exchanges where ***** claims I will be reimbursed.

  

  Business response

  01/12/2024

  Hello,

  After review of files- guest was fully aware of work done- there will be no refunds.

   

  Thank you,

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

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold a car under false pretenses. I bought a car from Downtown Toyota Auto on 10/25/23. The car is a certified pre-owned vehicle. According to the certification documents and CarFax, my car has a clean title with no major damages and all of its original parts. I went to an auto body shop to get heated seats for my car. The mechanic informs me that it is very apparent that the current bumper of my car is not its original bumper. I go back to the dealership and they refuse to address the issue.

  

  Business response

  01/12/2024

  Hello,

  Guest has got in a vehicle accident and wants the dealer to fix all new damages to the vehicle- We will not fix any damages.

   

  Thank you,

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

  Customer response

  01/14/2024

   
  Complaint: 21117458
  
  I am rejecting this response because: I never got into an accident. 
  
  Sincerely,
  
  *********************

  

  Business response

  01/22/2024

  Hello,

   

  This guest has damaged her vehicle - and wants us to repair it free of charge- We will not assist this customer with this damage.

   

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

• Initial Complaint

  09/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They are dishonest, pulling bait and switch maneuvers on pricing. They tried to start a bidding war on a vehicle that I went in to see/was ready to buy. Tried telling me they have had higher offers than that. I do not understand why they would have not taken then "higher offer" unless the buyer was not serious or was unqualified to purchase a vehicle. They had several different prices for the same vehicle as well. Almost $8k markup on the window sticker, about $3k listed online. Many different prices to attempt unwinding. This is obviously a shady and dishonest business practice and I will also be reporting them to DMV ************ licensing division. I wasted 3 hours round trip, fuel costs and bridge toll for their dishonesty. I'm seeking contact from the business manager and reimbursement for my expenses to drive there.

  

  Business response

  09/26/2023

  Pricing was very transparent- guest was offered the quoted price- what he is failing to mention is he wanted $10k over value on his used Tesla. We will pass on this transaction- he can buy elsewhere. 

   

  Thank you,

   

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

*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. ↩