ComplaintsforRoseville Toyota

• Initial Complaint

  05/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have a finance on a 2016 ******* tucson. I started the lease about 2 years ago now and ever since I signed the papers I have had issues with door lock actuators where the car locks randomly with the key and my autistic son in the car I have stated this to Toyota on multiple occasions we have replaced door lock actuators and problem not resolved. I also stated that I feel like there was in issue with either the braking system or the transmission and now that it's out of warranty I have had a positive response on the transaction slipping from roseville ******* but Toyota won't fix it even though it has been an issue from day 1 of purchasing the vehicle.

  

  Business response

  05/24/2024

  Hello ********,

  Following our conversation, I spoke with ******************* and he stated that the repair of the transmission will be at your expense.  There does not appear to be a Warranty for the vehicle.   

   

  Customer response

  05/28/2024

  I am rejecting this response because:I am rejecting this response because:I have repair estimates that have the costs I have proof to sow actuator have had to be replaced 2 times since vehicle has been manufactured and they are going to have to be replaced again because the vehicle locks itself with the key and my autistic child in the vehicle. This window I had asked Toyota about and they never actually ot it diagnosed I was finally able to get it in at ******* and they got it diagnosed the windows was an issue from date of purchase as well as the transmission and door locks. I was never notified at time of purchase that the engine had been replaced either. It was replaced at 70,012Miles. Toyota replaced the Left rear door lock . That lovk was replaced by the previous owner at ****** miles and now I am going to have to get the same one replaced again. I have to replace all door lock actuators this will be the 2nd time for all door locks except the left rear this will be the 3rd time. The business has said they are unable to help me when I am still paying on this vehicle and they took me from a 2022 Toyota Corolla that had 5 miles on it and put me in This 2016 ******* Tucson  that had 70some odd thousand miles on it already. 
  

  

  Business response

  05/28/2024

  Hello,

  To our knowledge the customer is seeking legal counsel.  Therefore, this incident is left to the legal department.  Thank you.

   

  Customer response

  05/28/2024

  I am rejecting this response because:
  

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 6, 2023, I took my car in for servicing, which included spark plug replacement, mass airflow cleaning, mass air flow sensor cleaning, fuel induction service, and fuel and air intake cleaning. Two weeks later, I experienced issues with the car revving up while in park, and eventually, it stopped altogether. On May 1, 2023, the same issue occurred, and I recorded a video of it happening. Later, when trying to start the car after refueling, it struggled to start, not due to the battery. I managed to start it and took it to the nearest mechanic to diagnose the issue. Since it was late and Toyota's service hours had ended, I went to Toyota the next day. They initially found nothing wrong, suggesting the issue might have resolved itself. However, later that day, the car experienced even worse problems, with every warning light turning on. I immediately took it back to Toyota, and they identified a malfunctioning purge valve, potentially caused by improper fuel and air tank induction cleaning.

  

  Business response

  05/06/2024

  This concern will be addressed with a Service Supervisor.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Transaction date: 04/03/24 Amount to be returned: $1,200.00 Deal #***** STK #HN203108A Customer #******* Returned vehicle due to loan denied. It has been almost a month since I have heard anything from Roseville Toyota about a check for the amount of $1,200 that was used for down payment on the vehicle. The receipt that was given to me shows a box check marked MAIL CHECK, but the boxes for STANDARD MAIL or EXPEDITED OVERNIGHT DELIVERY was NOT marked. I have been patient with this dealership after what it has put me through. The amount that was used as a down payment isnt a large amount, so I just dont understand why it is taking them so long to write out a check and mail it. When the paperwork was being done to sell the car back to the dealership, I was told that it would take a couple of business days for me to receive a check for my down payment, now its almost been a month. Please assist me in resolving this issue.

  

  Business response

  05/03/2024

  Thank you for bringing this to our attention.  I will research this and update you as to the status of the check.  Thank you for your patience as I look into this.

  Customer response

  05/03/2024

   
  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

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: 4/13/2024 I purchased a used vehicle from Roseville Toyota and it was said to be inspected and on the Carfax showed windshield was replaced. It turns out that the windshield was not replaced and three days after the purchase (4/16/2024) I took it into Roseville Toyota service center to have it re-inspected because I heard loud clunks when I turn the steering wheel. They told me that the "right front strut top" needed to be replaced. The frustrating thing is that they told me my 60 days warranty was not even in the system yet so there was nothing they can do about it. They claimed it takes 2-4 weeks just for it to be active.. What if my car broke down? Who covers it till then? I sincerely just want my money back or at least give me the option to give me the price I've paid and would be happy to purchase a different vehicle from them..

  

  Business response

  04/23/2024

  Hello,

  Thank you for reaching out.  Your windshield will be replaced.  Please allow about two weeks to receive a call from *********************** to schedule an appointment to replace the windshield.  Thank you for your patience.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday, March 23, 2024, I went to Roseville Toyota at 12:50, the time of my prearranged appointment for service on my car. I just needed an oil change and a tire rotation, the cost of which I had previously paid for through a two-year, $399 service agreement. At 2:17 I texted my service advisor to see if my car was ready yet, and he responded no, but would provide an update. At 3:13 pm, after never once hearing from my service advisor, I texted a screen shot to him that outlined a typical oil change takes ***** minutes and wrote it had now been 2.5 hours and that I was frustrated. I still didn't hear back from my service advisor! I then when looking for him, and upon finding him, told him I needed to go and it they couldn't service a car in less than 2.5 hours, they don't deserve my business. I have purchased 4 cars from this dealership (when it was under a different owner) and the last two times, I have left this service department feeling depleted, taken advantage of, and generally just cheated. I'm exactly the kind of customer this business should be catering to, not disrespecting in such a profound way. It took another 10 minutes to get my car, and I left not even sure if I ever got the oil change and tire rotation and received no paperwork from this service advisor.

  

  Business response

  03/26/2024

  Thank you for reaching out.  We apologize the oil change took longer than usual.  This was not intentional.  You were not charged for the service.  The disputed amount for $399 for a service agreement you purchased for the 2018 Camry will not be refunded.  Again, we apologize, and we do appreciate you as a customer.  

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my Toyota Highlander in last April 2023 for an A/C issue. They fixed it and did a MP inspection and everything else was good and just recommended, based on mileage, new spark plugs in my near future. 4 months later, (end of August 2023), I was hearing a slight clicking noise in my steering wheel so they got me in to evaluate. In 4 months time, they now stated that I had over $11k in repair items. They recommended I come back in and possibly look at trading it in and getting something new. I said ok - I'll come in and I'd like to know what they will give me for a trade-in value. That was my first mistake. Service guy walked me over to the wholesale dealer *** who walked me all around and I said "I just want to know first what the trade in value of my car is" and he kept saying they are assessing and we will get to that. HOURS later, after pressuring me hard to make a deal into another vehicle - I said you know - I think I'm going to go home and think about my options. I'm not ready. They were not happy with me and the whole mood changed. It was almost 9 p.m. at night - I asked for my keys and they said my car was locked in service and they had no one to get it out - so my car was held hostage. I had to call my daughter to come rescue me. 3-4 days later, I took my car into a local **************** to be assessed. They checked all of those items that Roseville Toyota said I had to repair. It was a lie. The mechanic said I didn't need anything except new brake pads. $850 later, my car was good. They continue to monitor for anything and still my car is fine (as of Jan-2024). I will never again trust Roseville Toyota service and I won't be buying my next Toyota (and I'm loyal to Toyota) from Roseville Toyota based upon the scam they tried on me and how much pressure they were putting on me. So disappointing.

  

  Business response

  03/18/2024

  Please see attached diagnosis and estimate of vehicle repairs.  Customers are not required to have their vehicles repaired at a Toyota dealership. 

  Customer response

  03/19/2024

  I am rejecting this response because: The reply is common knowledge and I don't need that "mansplained" to me - give me a break - no I didn't have to have repairs done at Roseville Toyota - and I didn't and I'm so glad.  It's like you didn't read my complaint at all...I think Roseville Toyota has terrible business practices to take advantage of a single woman by making up all of these expensive repairs (that were not necessary at all per the 2nd opinion I received from a very reputable family-owned auto shop that specializes in Toyota and ****** to get her to buy another car.  I honestly think this is what was happening.  You gained my trust with the 1st visit with everything going smoothly in service and then hit me on the 2nd visit, 4 months later, with $11k in repair items that you *************** but weren't there 4 months earlier.  It's suspicious and especially because I barely drive my vehicle as I work from home so it's not like I did some crazy off-roading or excessive use on it in those 4 months.  Then the referral to the car sales department to explore my options - I have to think there is some racket going on there - some kick back perhaps for service to refer a customer to sales.    And then the rudeness and continued pressure after I decided that I wanted to leave and go home and think about it was so uncomfortable - no one should feel like that.  

  I don't want another response - you will not admit to these terrible business practices and nothing you say will make me ever want to visit Roseville Toyota again.  You were trying to take advantage of me plain and simple.  And I didn't fall for it thankfully!  Hope you are not doing this to other women - my complaint was to make others aware of what I went through so hopefully they are aware that this may be going on.  

  
  

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First I had a horrible sales experience a year ago March 2023. I went knowing exactly what I wanted and was willing to pay the price they were asking, it could have been a win-win experience that lasted for an hour, but instead the sales people had their own sleazy tactics and kept me there for 4 draining hours. My original complaint was that they tacked on several ************** onto the sales sheet. I was led to believe by 3 sales people that they were mandatory products whether I needed them or not. I asked several times to see the written contract, but to no avail. and at my most vulnerable state I was asked to sign the automated contract, and only saw bits at a time of what I was signing. After several correspondences, Roseville agreed to refund the $3,479 by submitting a check made out to the lienholder, after I signed a Lithia, "Contract Cancellation Request Form" on 6/6/23. To this day, neither my lender, nor myself has seen this refund. I have sent several correspondence to Roseville Toyota to request status and I keep getting the run-around. What I'm asking is to have either a copy of the original check that was sent to my lender/lien holder, or a physical check in the amount of $3,479 sent to me either listing my lender's name, or myself as the payee.

  

  Business response

  03/14/2024

  Inquired status of refund:  Per Accounting, the **** cancellation is being processed.  The ********** cancellation took longer but receipt expected by end of day.  
  
  
  

  Customer response

  03/20/2024

  I am rejecting this response because: Even though the agency that I made the complaint about stated that the "cancelation is being processed", I have not yet received any emails or U.S. mails showing a copy of refund check(s) made out to my lender or myself.
  

  

  Business response

  03/22/2024

  Thank you for your patience. We apologize for the delay.  A refund has been processed per the Business Office.  It will be mailed to the address on file.   

  Customer response

  04/08/2024

  I am rejecting this response because: See previous complaint #********, I need to reopen this complaint, as I have yet to receive proof of "refund that has been processed per the (Toyota Roseville) **************** It will be mailed to the address on file" (dated 3/25/24)
  

  

  Business response

  04/23/2024

  Hello,

  This is the latest update I received.

  The Permaplate refund was posted to ******** financial on 3.18.
  
  The check for Etch was sent directly to the original selling dealer in which we are trying to obtain a copy.  

  You will be provided with additional updates.  Thank you for your patience.

  Customer response

  04/26/2024

  4/26/24: I am rejecting this response because: I have resolved a partial resolution, but it is still not complete:

  1) I have confirmed with my car finance company, *********************** that a refund in the amount of $2,386.02 (a prorated amount from the original $2,495 amount) was issued toward the principal of my loan. I am very grateful that this portion has been resolved. Thank you!

  2) I have not yet heard from the responder about the $189 "check for Etch that was sent directly to the original selling dealer in which we are trying to obtain a copy," which the BBB responder stated would be sent to the original seller.  Does that mean I need to connect with them, the dealership that I bough my car from? I would prefer not to deal with them again.

  3) I have not yet heard anything about a $795 refund from *************, which was part of my current/original complaint.

  Thank you to the BBB and who else is assisting me in this matter. I am grateful that the largest portion of this complaint has been resolved, and look forward to receiving a resolution for the final two portions of this complaint in the near future.

  
  

  

  Business response

  05/03/2024

  Hello,

  We appreciate your patience.  Etch refund has been processed and waiting to obtain copy.  Lojack refund of $856.61 is being processed.  Please allow 1-2 statements to reflect the refund.  Thank you.

• Initial Complaint

  03/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  One of the staff members who was walking through the financing options with me, ********, agreed to only charge me $295 for LoJack in the vehicle I purchased. We agreed and shook hands. When it came down to sign the paperwork, one of the last documents was the breakdown of the charges/cost. And the actual price was $595. I asked to speak to his boss and they claimed they couldn't bring the price down that far. I was taken advantage of by their dishonest and high pressure sales tactics and by their witholding the price until I was nearly done signing the sales paperwork.I didn't even want ****** at all, but they said there was no choice. If that was the case, why wasn't that added to the price of the vehicle already? A full refund of the LoJavk system should be in order but id accept a refund to the agreed upon value of $295.

  

  Business response

  03/04/2024

  It has been explained to guest that he cannot receive a refund for the Lojack.  Guest will call back Thursday to speak with *****************.  

  Customer response

  03/07/2024

   
  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

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  a car was forced on me on 8-11-2023. I was held hostage and ignored until nighttime when they finally gave me a contract to sign under duress. when I got home, I also realized that they sold me a used car under the guise of a new one. I called for about a week to talk to the manager and he (*******************) finally called me a week later and told me I could bring my car back today. So I drove to Roseville Toyota on **** when **** finally called me and told me I could return the car. I had paid a $****** deposit on the car. When I went to pick up my original car, I was again held hostage all day. I finally told them I had to leave before it gets dark and they told me I could take Uber back to *********. When it was getting dark, they finally brought my car around and they tried to make me sign a form saying that they gave me back my ****** deposit. I would not sign the form because they did not give me my money back. So they said that they would mail it to me , so I put that on the paper - that the check would be mailed to me. Then they forced me to sign a paper saying that it was ok for them to keep ******** of my ****** deposit for repairs that they said they made. I signed under duress to get my car back so I could go home. I called and called and finally had to call toyota financial institution to get my deposit back. I finally received it on *****. in the amount of *********. I then emailed **** and asked for an itemized bill for the "repairs". When he gave me the list I had everything checked and some of the items were not done. so I did an excel worksheet showing what was done and what was not done and asked for a refund of ******** for all of the items that were not done. **** refused to give me my money back. I have everything documented but there are too many papers to download on here.

  

  Business response

  01/29/2024

  The complaint will be assessed.

  Customer response

  02/01/2024

  I am rejecting this response because: this has been going on since August, **** has had plenty of time to "assess" the situation and last week **** told me that he was not going to do anything about it.
  

  

  Business response

  02/01/2024

  ********************** was provided with 3 options to resolve the issue.  She accepted one of the options. The ** went through great lengths to resolve this issue, so ********************** is satisfied.  Unfortunately, guest does not seem to be satisfied with the choice she made and stated she will pursue legal action.  This case is closed on our end. 

  Customer response

  02/22/2024

  I am rejecting this response because:

  I had already rejected their response  at the time it was sent.  Their response it incomplete and incorrect.  I was never given 3 options to resolve the issue.  The ** said he would not do anything.
  Also, the invoices he sent to me were backdated, which, I believe is fraud.
  
  See attached word document explaining the situation and the excel worksheet showing what was completed on my car.
  
  *****
  

  
  

  

  Business response

  02/22/2024

  Customer cashed check in the amount of $11,792.34 on October 17,2023.  This amount reflects less reconditioning cost on her trade-in.  She was made aware that she will not be receiving the full $15000 deposit as we already reconditioned her trade-in prior to her decision to cancel the purchase of the 2023 RAV4 Hybrid and take possession of her trade-in.  Please see attachment of cashed check.

  Customer response

  02/22/2024

  I am rejecting this response because: One of their options was to receive the $15,000 down payment I made ( see Toyota's previous response).  This is an option that was never given to me.  Toyota charged me for items that were not done.  I refer you to the excel worksheet that i have previously sent to you.
    The  invoices were back  dated and I believe that they made up the invoices "after" the fact to come up an amount that they wanted to keep.   Yes, I cashed the check because I needed the money.  I could not afford to hold on to the check for 6 months, which would invalidate the check. remember this all started on 8-11-23.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 24, 2023 I purchased a 2013 Toyota Sienna from Toyota in the Roseville Auto Mall. I purchased the vehicle knowing that it had sustained, according to the Carfax, damage due to a "minor" accident. Visually, you could see where the rear end and front end sustained damages. Late night on January 2, **** I noticed water leaking in the car after the first large rain had come. On the morning of January 3, **** I reached out to the salesperson ****** and the sales manager ******* about the water leak that I found. I sent a message regarding my concerns as well as several pictures. ****** responded promptly, while ******* never did. I ended up driving the vehicle back to Toyota following ******'s suggestion. Shortly after arriving, ******* came to inspect the vehicle and gave us suggestions on how to clear the sunroof tracks. He also took down my information again and assured me that the repairs manager would get back to me, which he never did. In between then and Wednesday January 24th, I had taken the vehicle to a handful of collision centers and glass shops to inspect the vehicle. After the last inspection on the 24th, I decided to bring the vehicle back to Toyota based on all of the shop's findings. Currently, it is common consensus that the vehicle has sustained more hidden body damage due to the accident(s) reported or otherwise. The frame of the roof has separated from the sunroof housing and is creating not only costly repairs but health and safety concerns as I am an expecting mother with asthma and have two small children. The water intrusion is starting to cause mold spores and damages to the interior. Roseville Toyota has accepted zero responsibility, financially or otherwise, for the issue at hand. They are not willing to rectify their unfortunate mistake and are pressing me to assume all financial responsibility. I have a law firm working on the issue currently, as well as collision centers I have visited working on an itemized list of repair costs

  

  Business response

  01/29/2024

  Hello,

  We will assess this concern.

  Customer response

  01/31/2024

  I am rejecting this response because: *Update: On Sunday January 28th, one of the sales managers by the name of ***** contacted me to inform me that they would properly fix the vehicle at the dealerships cost. I explained that I would not consider a cheap silicone seal on structural damage a proper fix. He assured me this was not going to be the case. When I asked if they were going to warranty and honor their repairs he simply said NO. I asked him to confirm that although they acknowledge the problem and are going to fix it, that they will not stand behind their work, he confirmed. Fast forward to today 1/31/24, I received a call from ***, a representative of the service department desk. He informed me that I have a week from today to pick up the vehicle or have it towed, and that it can no longer sit on their lot. I immediately called back and sent a text in confusion. I explained to *** that there was no way the proper repairs were made in this short amount of time. He proceeded to explain that no repairs have even been done. He had not been informed, nor had anyone in the service department, about the status of the issue. I told *** that the sales manager ***** gave the approval of the correct repairs at the companys cost. *** informed me that he has not received any documentation or correspondence approving the repairs. He also said that he does not know of any manger named ***** and that I needed to do the leg work and track down this person and get them to send information and an approval. I called the dealership and spoke to *********************** about getting in touch with *****. He informed me that ***** was not in and that he was going to be gone for a while. He said that he would get in contact with *** himself and give me a call back. After several hours, I received a call from ******** explaining that he got in contact with both ***** and ***, he explained that they indeed would not be properly repairing the vehicle and simply filling the crack with silicone, which is precisely what I told them I was not okay with because this is not a fix but simply a band aid on the problem. All of this correspondence has continued to regress rather than progress forward through the situation. Nobody has clear or prompt communication within any department or between any department at this dealership. I told ******** not to move forward with any repairs and that I would pick up the vehicle later today. Unfortunately, I am now in the position to move forward with legal proceedings and the already established case against Roseville Toyota and Lithia/Driveway Motors. 
  

  

  Business response

  02/06/2024

  Service recommended leak to be repaired at Roseville Toyota at customer's expense.  Customer will be seeking legal action.     

*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. ↩