ComplaintsforRoseville Toyota

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Durring the 2023 labor day weekend my family and i went to Roseville Toyota and decided to purchase a 2022 toyota rav 4. After hours of negotiation we reached and agreement on the price and along with a free detail the vehicle also came with 2 keys. After we finished doing the paperwork and the car pulled in to the front, we asked where is the second key. ******** went to find it came back out and said not sure where it is, we'll find you one, we waited and then were told not a big deal give us a day or two we'll track it down. Then we were told there is a shortage of keys and we had to wait our turn like everyone else. After months of waiting and calling in and talking to people we were finally told, Sorry there is no key and nothing we can do about it. talked to numerous people over the phone and in person and always the same response. Sorry. I don't understand why Roseville Toyota lied about the second key, whats really upsetting is month after month of telling us to wait our turn and key shortage and assuring us its on its way when there was no key to begin with is just not right. you shouldn't lie and mislead just to make the sale.

  

  Business response

  01/08/2024

  I will assess your concern to see if your vehicle is on the second key campaign and contact you.   

  Customer response

  01/09/2024

   
  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

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nov 13th I brought my car into Roseville Toyota due to a knocking sound that occurred.**** was my service advisor. I went over with him the issue that was occurring in my vehicle. I described the *** Sealant that was failing in GR86 models,there are multiple reports stating the *** sealant failed in the 2022 GR86.asked to please make sure the mechanics photograph the oil ************ pan to verify no sealant debris was present.called me back on Nov 13,sent a report to Toyota regarding my warranty. asked him if the mechanic had looked at the oil ************ pan like I had requested before sending the report to Toyota. told me he did not,readings on the computer were enough to diagnose my vehicle. asked him to please ask the mechanic to photograph oil ************ pan to verify no *** sealant could have caused a blockage. Nov14th called me back stating that Toyota would not be covering my vehicle due to Abuse.I asked him if he had asked themechanic to take pictures of my oil ************ pan. laughed at me stating that the oil ************ pan would not have anything to do with what caused engine failure. I felt as a woman I was not being taken seriously. Nov15th called me back to let me know they had found metal shavings when draining my oil after I had asked **** to ask the mechanic 3times. then told me they were going to perform an engine tear down to find the point of failure. He called me with a report Nov20th stating the mechanic found debris in my oil that appeared to be *** but not enough to cause a blockage. I told him there should not be any sealant debris in my oil if it did not FAIL. asked himwhy they did not remove the oil pan from my vehicle to inspect,did not answer me and began to talk over me when explaining my opinion. He never did provide me with pictures of my oil filter/oil pan.The mechanics never removed my oil pan from my vehicle like I had requested multiple times. I feel as if I was not heard nor taken seriously through this entire process.

  

  Business response

  12/18/2023

  Per Service Director and Service Supervisor the guest was made aware of the issue and cost to repair, as well as no Warranty coverage. Dealership is not responsible.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from this dealership on 9/30. It was an awful experience but the big kicker was I was lied and scammed in the purchase. During the process I made my it clear that I did not want to have issues with registering the vehicle in the ***************. I was told that would not be an issue by both the salesman and the finance manager. They collected numerous registration costs including an additional $583 to register the vehicle in the *******************. A state that I do not live in. I have reached out multiple times by email and phone to only be ignored.

  

  Business response

  12/04/2023

  Customer concern will be assessed.

  Customer response

  12/04/2023

   
  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

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Just before a busy summer with my kids, I purchased a used Toyota Highlander hybrid from ********** Sullivan Roseville Toyota and a bumper to bumper warranty. I specifically asked about the condition of the hybrid battery and was reassured that it was in great condition and the car would never be on the lot if there was an issue. They kind of laughed that I even asked. I felt OK about it knowing that I had purchased the warranty. In a few weeks, the dash lit up with all kinds of failure lights, and I took it back to the dealership. They said that the hybrid battery had completely failed and needed to be replaced immediately. I couldnt even drive it home. They also informed me that the warranty didnt cover the hybrid system and hybrid battery!! They would have to order the battery and I would have to pay $8900! It would take 2 weeks to get the car back! I spent all day pleading with each department to make this right. They obviously knew there was a problem and misrepresented the vehicle to me and misrepresented the warranty I was purchasing. I was passed around to finance, sales, repair, and everyone shrugged me off. I honestly felt completely devastated. I thought that they would stand behind their name and make it right somehow. They wanted to charge me around $100 a day for a rental. They were near closing, and I put it on a credit card and got a ride home. It was hard to think about being without a car for two weeks in July with three boys. But it got worse. A few days before we thought we were getting the car back, they called and said that they were still waiting on the battery to arrive, and werent sure when it was coming. We called and called and didnt hear back for another 2 weeks. (4 weeks now) they finally called back, and said it would be ready in a few days, I finally went to pick it up and found trash, crayons, sunglasses, switch games, etc stuff that was not ours. I guess someone had been using my car, while I was sitting at home without a car.

  

  Business response

  12/01/2023

  Thank you for reaching out regarding your experience with our Service Department.  I will address your concern with the Service Director. 

  Customer response

  12/03/2023

  I am rejecting this response because: The issue starts in the *********** who sold me a damaged car without a warranty to cover it, and extends to the service **** who kept the car longer for personal use. I need some money back from the sales **** as I have now given Roseville Toyota way more money than the value the have given me. They are essentially thieves at this point.
  

  

  Business response

  12/04/2023

  I have left a couple of voicemails because we need additional information.  Please provide VIN#. Thank you.

• Initial Complaint

  11/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I leased to own a Toyota RAV4 from Roseville Toyota on 16th Oct 2023 late in the evening around 8p.m. PST with 24miles. The vehicle Gross Amounted to $54,063 and I did a down payment of $20,000. My Fiancee came over and was looking at the vehicle stating that "the front and backup sensor was NOT included in the function on the car that was sold to me." I expressed to the salesman directly that I was looking forward to buying a RAV4 Prime ********************* color with front and backup sensors. I trusted the salesperson to understand what I'm looking for. The car that was leased to me does not have the sensors. The salesperson also did not describe the basic functions of the car. He didn't seem knowledgeable in what he was selling me. He said "to ******* the vehicle basic functions and how it works." The dealership appears to be neglecting their responsibility to properly train employees. I am very disappointed that I was sold a vehicle that is incomplete without function front and backup sensors.Had the salesman received adequate training this could have easily been avoided. As a customer, I expect better from **********************. This does seem to be an internal shortfall in the company. I am making an official complaint. My desire is simply to have the vehicle function that I wanted when purchasing this vehicle. I would like to exchange the vehicle for a RAV4 Prime with front and backup sensor as intended in the desired color *********************. VIN: ***************** I tried reaching out to call the manager and they are refusing to respond to me even after 3 attempts.Thank you.

  

  Business response

  11/02/2023

  Hello Mr.  Agbabiaje,

  I attempted to call you, but your voicemail is full. I will assess your complaint and reach out to you again.  Please give me a day or two.  Thank you. 

  Customer response

  11/07/2023

   
  Better Business Bureau:
  
  Please post as resolve.

  
  

  Thank you! 

  
  

  Oluwaseun 

  
  

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/19/2023 I purchased a Toyota Corolla from Roseville Toyota. I traded in my 2016 Scion FR-S for the amount of $9,800 and purchased the Toyota Corolla for $23,824. The salesperson and i agreed on the trade in value of my FR-S, the price of the new Toyota Corolla and an APR of ****%. We agreed on those terms and shook hands after we agreed on that deal. I was told by the finance manager that a ************** was mandatory for the purchase of the car but at no point did he mention that the price of the service was $795.00. The salesman did not inform me that he was going to add the ************** to the contract. The finance manager said a list of other add-on options were optional but that the ************** was mandatory because it was already installed on the new car but did not disclose the price of the service. I contacted ***********************, their Customer Relations Manager and was informed by her that she was going to have them re-write the contract to exclude the ************** but later she said that she wouldn't be able to do that.

  

  Business response

  09/02/2023

  I, ***********************, do not have the authority to tell a customer about rewriting a contract to omit the Lojack.  In our conversation, you stated that you came to the dealership and was told there was nothing that could be done because you signed the contract for the Lojack.  Your concern was referred to the Assistant Sales Manager, ***********************, who was involved in the purchase of your vehicle. He is the one to assist you with the Lojack. I apologize if there was a misunderstanding. I will follow up with the Assistant Sales Manager to give you a call.  Otherwise, you may call the dealership at ************ and ask for ************************  In the meantime, I was glad to mail to you a gas voucher to fill up your Corolla.  

  Customer response

  09/05/2023

  I am rejecting this response because:
  

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My window randomly shattered so I called Roseville Toyota to schedule and replace it. After a day and a half of trying to get a hold of them I finally drove there and was able to receive the invoice and schedule an appointment so that my insurance would cover it, the service advisor ****, who scheduled the appointment also said that he ordered the part. Monday morning I showed up for my appointment and he said oh the parts not here yet so it looks like it can be here on Wednesday. He gave me this whole spiel about how he ordered it and not sure why its late and hes usually really good about tracking it blah blah blah. Pretty sure he never ordered it by the long explanation he gave. Left my 4Runner and had to extend my rental car. I also asked that they service my car while its there since the dash keeps giving me the notice that maintenance is due. He stated my maintenance wasnt due until ****** miles however I am due for a tire rotation so they will do that and they will clear the maintenance records so I stop getting the notification on my car.Wednesday comes around. I try to get a hold of the advisor most of the day and cant get a hold of him, he finally gets back to me and lets me know that the part is now not going be here until Friday morning so it was delayed again. Friday comes and I try to get a hold of **** again but dont hear from him. I contacted the service department multiple times and even tried to talk to a manager and I kept on getting told I would get a call back, but never did. For almost the whole day it was like this, finally at about 4:45 PM he messages me and says let me get an update on your 4Runner, Im not sure whats going on with it. Then, 15 minutes before closing he says your car is done you can come pick it up. Well, needless to say, I live more than 15 minutes away so I wasnt going to make it before they close, and at that point the insurance company is closed for the weekend in order to pay for it.( he said they cant release my car until they pay the invoice) Monday comes around and I try to get hold of ***** again with no responses, so does the insurance company to be able to make the payment, shes finally able to talk to somebody and they state that hes out until Wednesday and Ill have to wait until Wednesday to pick up my car so we both call multiple times to speak to a manager insurance adjuster essentially throws a fit they let her make the payment so that I can pick my car up. I head to Roseville Toyota to pick up my car. They bring it to the front. Ill take a look around it and there was two paint chip/dings literally below my window that they caused while doing the repair so of course I speak to a manager. He tries to explain to me that its caused by some thing else. I showed him the pictures of the vehicle after the window broke, and there was nothing there before I dropped it off which means that they did the damage, they also didnt vacuum out any of the glass that had fell into the vehicle nor did they do any of the maintenance that was supposed to be done or clear the maintenance record. Honestly was the worst experience.

  

  Business response

  08/11/2023

  Hello *******,

  I will have the Service Director, *******************, address this concern. Thank you for your patience.

• Initial Complaint

  07/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April 2022, we purchased a brand new 2022 Mirai for over $70k with warranties attached. Well we were told it was new. It actually had an owner already and they returned it. ***y charged us new for a used vehicle!!! We are not able to use the car jack ******* we pay for.m because the previous owner signed into it. We were promised that the vehicle range of the Mirai was 402 miles. We have at the *** received a range of 280 miles. *** vehicle gets about ***** MPG on eco mode. *** promise is *****. *** fuel infrastructure is not there. ***y have 3 stations which 1/3 are open sometimes. Most of the time all 3 stations are down. This leaves the Mirai parked and not able to be driven. When you run out, you must get a tow, and the tow companies often times dont know how to tow them causing an increase in tow time.I tried for a year to convince myself that this was a good purchase. June 2023 I started realizing it just wasnt. I went in to trade the vehicle in and the vehicle trade in is $18k - $20k. *** trade in value online is $36k - $38k. *** market value online is $52k - $54k. Toyota will not honor the trade in at online value. Still owing $42k on the vehicle, in just 1 year the vehicle lost $20k+ in value. I had a trade in offer at Folsom Toyota for $30k and when I went in to accept it, they said they were unable to buy the Mirai back.*** fuel cost started out at 16.99/gallon and is not 26.99/gallon. ***y give you a free gas card for 3 years or $15k however in 1 year, it shows Ive used $6k of that already and I have not filled up that many times.***re are class actions being started as EVERYONE with a Mirai has the same problem. Toyota should be buying these cars back at trade in value at the very least for such a poor vehicle!!

  

  Business response

  07/24/2023

  We appreciate you reaching out to us regarding your concern.  Unfortunately, we cannot issue you a refund of the vehicle.  I have left you a voicemail.  Please feel free to call.  Thank you.

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/30/2023 I turned in my Toyota Venza Leased vehicle, at the end of my lease, to Roseville Toyota and ended up leasing a new Toyota Rav4 from the same dealership. TO this day, I am getting harassing phone calls from Toyota Financing informing me that the Venza has not been paid off yet. After multiple phone calls and trips to the dealership, I still have no resolution from this. I even dealt with the General Manager to no avail. My credit score has dropped over 100 points due to these "late payments' that are not my concern. What steps can be taken to resolve this issue and restore my credit rating to it's previous level?

  

  Business response

  07/05/2023

  Hello,

  I left a voicemail with ******************** in regards to the complaint.  I was informed that ******************** came to the dealership to speak with the Finance Director to address the complaint.  I have yet to speak with both of them to see if there was a resolution.  

  Customer response

  07/05/2023

  I am rejecting this response because: I still havent cleared anything with Toyota Roseville as soon as I get information and they have cleared my name in my account then I would like to close it. Thank you.
  

  

  Business response

  07/18/2023

  Customer spoke with the Finance Director and the issue has been resolved.  

• Initial Complaint

  06/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  After a horrific ordeal with the salesman of this dealership, about 10 days after purchasing a car from this dealership, I get a letter in the mail from ********************* stating the reason they could not ***** me the recently applied for Toyota Credit Card. I was dumbfounded, since I did NOT agree to apply for any such thing. I immediately contacted ********************* and was provided information that tells me the application was submitted from this dealership on 4/16/2023 along with the associate number of the associate that submitted it. I did not agree to or sign anything that gave anyone permission to apply for this card on my behalf. If I had been told about it, I would NEVER have agreed to it. NEVER!They "stole" my identity to apply for a card, simply so they could get more money out of **** have attached my letter of communication sent to the dealership and the letter I received from **************

  

  Business response

  06/26/2023

  I contacted the customer to let her know I will be looking into this complaint and parties involved.  Also, after discussion with the salesperson and his manager, I will contact Comenity.  

*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. ↩