ComplaintsforRoseville Toyota

• Initial Complaint

  04/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 04/13/2023 I contacted Roseville Toyota about a **** toyota tundra they had available for purchase. The price had dropped from $16,000 to $10,000 and was now in my budget to purchase.The pictures showed a good condition truck so I messaged them letting them know I was interested.A internet sales manager reached out to me and provided an out the door price so I drove the 53 miles to come look at it. The truck was not even close to the condition in the pictures. they took the photos from an angle to hide the fading paint on the hood and top of cab.We test drove the vehicle regardless noticing an odd vibration and a couple of leaks. We decided to walk away from the truck but were approached by a different salesman that convinced us to give them a chance to make a deal. We agreed and a third manager/salesman sat down and went over numbers. The price was high for the condition but he asked us to do another test drive. During the second drive there was no vibration except very slightly in reverse. The third manager/salesman assured us the truck had gone through an inspection and they would not sell a truck that was unsafe.After some back and forth on the price $9800 out the door was agreed apon. The truck was sold "as is" and they had me sign an agreement saying that.On my way home at about 55 miles per hour the truck started to vibrate and make a whir sound. It was late so I was unable to check the truck out more until the next day. The following day I went to start the truck to get the odometer reading and the key wouldn't turn. After wiggling it and reinserting it I finally got the engine to start. When I shifted into reverse the truck groaned and banged. It does this any time its switched from neutral to drive/reverse.Mechanic says it might be torque converter/transmission.I put the parking brake on to do some more testing and the truck rolled. The parking brake was not working.I have contacted them twice now through email with no response.

  

  Business response

  04/17/2023

  Hello **************,

  I received and read your complaint thoroughly and I am sorry for the issue you are having with the truck you purchased from **.  I will assess the situation and speak to the appropriate parties to see if we can come up with a resolution.  I will be in touch.  Thank you.

  Customer response

  04/17/2023

  I am rejecting this response because:
  

  They have reached out to have me speak with someone concerning the truck. I have offered to drop the complaint if they purchase the vehicle back before Wednesday.

  Wednesday I take the vehicle to a mechanic and pay out of pocket to document everything that's potentially dangerous on the truck. The lower ball joints are extremely worn so I do not feel comfortable driving the truck very far. The wheels could literally fall off.

  According to the carfax, Lithia Roseville Toyota had a maintenance inspection performed on 03/21/2023.

  After the inspection at the mechanic I will be contacting an auto fraud attorney if they do not purchase the vehicle back since I will then have a itemized list of all the problems that could not have appeared within the time span of the inspection and my purchase.
  

  

  Business response

  04/20/2023

  ***** was referred to ********************* to see if complaint can be resolved.  Please see attached email from *********************.

  Customer response

  04/24/2023

   
  Hello,

  The dealership put me in contact with ***** who emailed me back at 11:30 PM at night.

  His response was they will not cancel the contract or offer any repairs. But did ask if he could do anything else for me.

  I followed through with what I said I was going to do and took the truck to an independent mechanic.

  The vibration and movements/sounds from the vehicle when shifting are from worn/bad motor mounts.

  The key not turning in the ignition is from a bad/worn ignition lock cylinder.

  The parking brake not working is from a rusted/worn pivot point in the brake system.

  Multiple front end suspension items need to be replaced like the lower ball joints.

  The moral of the story is ALWAYS get a pre-purchase inspection from a mechanic because dealerships can and will sell a vehicle with many safety problems.

  As for contacting an attorney I have decided against it since it was not the transmission/torque converter going out.

  ALWAYS GET A MECHAINC TO DO A PRE-PURCHASE INSPECTION.

  Thanks,

  *****

• Initial Complaint

  03/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a car from Roseville Toyota. They did not tell me the actual end amount of the finance and they charged me 10k higher than I thought they did.

  

  Business response

  03/16/2023

  Thank you for reaching out to us.  I left you a voicemail to discuss this further.

• Initial Complaint

  02/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My wife and I purchased a 2023 bZ4x in November. I cancelled the Extended warranty of $2995 on 11/25/2022. **************** has of this date not received a check for that amount to reduce our financed amount. I believe 2 1/2 months is adequate for Roseville Toyota to have sent a check to ****************.I have complained to management and they have assured me the matter would be taken care of, and it's still unresolved.I have extensive emails to and from Roseville Toyota, but no check has been issued to the finance company. I have copies of the cancellation agreement, which I've shared again with the dealer.***********************

  

  Business response

  03/16/2023

  Thank you for reaching out to us.  I would like to resolve this issue.  I left a voicemail.  

  Customer response

  03/17/2023

   
  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

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a $21,000 2017 Mirai on 10/6/2022 and paid a $2000 down payment. A week after buying it I had to pay $400 to replace the ion filter. I also noticed the brakes needed to be replaced about two weeks after purchasing the Mirai.The salesman said I could go 300+ miles and I barely get 270 miles at best. They also said the dealership would provide a rental whenever the car was inoperable, but failed to do so back on 1/5/2023. We had storms that knocked out power and all hydrogen fuel stations went down for weeks. I had to go through ***** and have to wait for weeks for reimbursement. I am currently still in the rental, but will be returning it on 2/10/2023.Ive had trouble filling my tank on multiple occasions. From waiting an excess of four hours in line, to not being able to get fuel at all after waiting hours. I assume this is why they gave me a $15,000 gas card that only works at hydrogen fuel stations. This affects my weekly work and ability to gain any additional income. I have lost at least $4,000 of income that would help me survive financially.I tried to trade in the Mirai while still in the Hertz rental on 1/23/2023, but was only offered to get a newer Mirai instead of a functional vehicle. They also said I would need a $10,000 down payment to get any other vehicle. I refuse to pay $400 a month for a car I cannot use for any amount of time beyond the required maintenance. I would like to exchange the Mirai for a 2020-2023 Corolla or equivalent with no down payment and no more than a $425 monthly payment.

  

  Business response

  02/13/2023

  I called the guest to let him know I will forward his concern to the GSM.  We will follow up and get back to him.

  Customer response

  02/20/2023

   
  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

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my Toyota Highlander in 2018 which came with a 2 years maintenance plan. I was offered and bought the additional 5 years ToyotaCare Plus Maintenance Program, because I was told that it would start when the first 2 year program ended, which would give my vehicle 7 years of maintenance services.However, I have learned today from a Service Advisor that the plan I paid for is expiring this year, which means that I paid for a 5 years service plan that will only get used for 3 years.The finance staff name then was ****************************Today, I spoke to ******* at Roseville Toyota finance and he referred me to ToyotaCare Plus.I called ToyotaCare Plus and **** referred me back to Roseville Toyota. He said that if the contract dated after ToyotaCare plan expires, then this 5 years ToyotaCare Plus plan I bought would not be expired until **** and it would truly be a 5 years plan.

  

  Business response

  01/13/2023

  I telephoned and spoke with *********** to give her the contact information regarding her Maintenance Warranty.  She purchased her vehicle in 2018 and we are under new ownership so referring her to ********** Sullivan contact was necessary. 

  Customer response

  01/16/2023

  I am rejecting this response because:  I tried to call ***************************** at *********** as suggested by Ms. ****** from the current ownership of Roseville Toyota customer relationship.  He did not pick up the call and his voicemail is not accepting messages at this time.  I will follow up with an email to him at ******************* and will update BBB within 7 days whether he responded or not, and if more help from BBB will be needed before he will respond.

  Thank you,

  Trang

  
  

  

  Business response

  01/19/2023

  I apologize you have not been able to contact *******************  I will email ****************** and ********************** and cc you regarding your Toyota Care Plus..

  Customer response

  01/20/2023

  I am rejecting this response because:  **** referred me back to ToyotaCare which I have stated in my first email to BBB and ***************************** that I contacted ToyotaCare and ToyotaCare plu.  ****************** has forwarded my issue to ***************************.  I will reply to ********************** email next.
  

  

  Business response

  01/30/2023

  Please email ********************************* at **************************************************** and provide the **** of the vehicle as we do not have access to your file.  Roseville Toyota is under new ownership since February 2022.  Thank you.

  Customer response

  01/31/2023

  I am rejecting this response because: I have provided the  VIN but then he advised me to contact Toyota financial to do cancellation, which sounded like he didnt really read my complaint.
  

  Customer response

  02/07/2023

  Yes I have.  The current Roseville Toyota customer relations referred me to the former dealership owner, and I have been emailing back and forth with a staff assigned to work on my case.  He kept referring me back to ToyotaCare, whom I have talked to at the beginning that referred me to work with the dealership.  His latest email was to have me contact Toyotacare to cancel which is not the solution.  I do not think he reads my email closely or just want to ignore the issue I brought up which was why did they sell a 5 years of service for only 3 years of used?  I bought a 5 years service, thus, the expectation is to receive 5 years of service.

  please let me know how I can forward the email conversation to you.

  Thank you,

  Trang

  

  Business response

  02/13/2023

  Hello **********,

  You may forward the email conversations to **************************************.

  Customer response

  02/14/2023

  I am rejecting this response because:

  who is ***********************,please?

  
  

• Initial Complaint

  12/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  November 8th, 2022 $5010 No merchandise or service was provided Merchant claims to have not received transaction, my bank statement and the terminal ID clearly indicates that Roseville Toyota received $5010 on November 8th, 2022 Roseville Toyota has not resolved the problem, they only claim to have not received the transaction **************************** Detailed events:On November 7th, 2022, I worked with salesman ********************* and finance manager ************************* at Toyota Roseville and attempted to purchase a 2022 Toyota Corolla for $25,224.84. I did not realize that my debit card's *** was set at $5000 so the transaction did not go through and I agreed to come back the next day.On November 8th, 2022, I contacted my credit union Coast ********************* spoke with ***** of member support center **********************) and had my debit card's ***imum set to $27,000 for that day so that I could make the card purchase for the Toyota Corolla along with insurance. I returned to the Toyota Roseville dealership on the evening of November 8th, 2022 to try the transaction again with the debit card limit set at $27,000. I worked again with salesman ********************* and finance manager *************************. The transaction to purchase the vehicle for $25,224.84 on November 8th, 2022 failed. I was told to come back the next day with a cashier's check. Immediately upon leaving the dealership, I checked my credit union account balance online and saw a charge $5010 to Toyota Roseville. The transaction for $5010 was not made by me to purchase anything from Toyota Roseville. I went back inside the dealership and notified ********************* and other staff of the transaction. They checked their records and saw no charge for $5010 sent to Toyota Roseville.As of today, December 15th, 2022, I still have not been refunded for the unauthorized transaction to Toyota Roseville for $5010.

  

  Business response

  12/16/2022

  I spoke with the Accounting Manager at the *************** in Roseville, and she will reach out to the guest regarding his concern.

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/17/22, *******, my brother purchased a 2008 Buick Enclave from Roseville Toyota. The Carfax was presented and it showed a clean bill of health. It showed an oil change about every **** miles. ******* indicated the car had prior problems. Because the Carfax was good Toyota was a supposedly a reputable dealer we bought the car. A few days later, he tried to start the car. He called Toyota and the receptionist said they would send a tow truck and she transferred him to the service department. He told the service guy a light came on that said engine power failure. The tow truck was never sent so AAA towed the car to Toyota. Toyota called and said to take the vehicle to Buick since it is a Buick product. He didn't want to work on it. That doesn't make sense since they were the ones to sell me the car. A sales manager became involved. He also said to pick up the car and would not give a diagnostic. I believe this car had a history of problems which would be consider materiel. Initially, the sales said they would split the cost 50% but he would not commit to putting that in writing. we don't have a written agreement. Mechanics have the ability to diagnose a vehicle and tell you faults with the car. I believe the mechanic knows what is wrong with the car and do not want to tell us.To make a long story short, this was a fraudulent sale because a car doesn't go from nothing to a major issue in an instant. My brother is disabled, on a fixed income and requires assistance; this is a hardship. Also, I have a 24/7 person I must care for and this is just added stress. After going on to BBB site it seems that Roseville Toyota has a habit of not taking care of their customers.

  

  Business response

  12/13/2022

  This customer has been in contact with the Service Manager in regards to the Buick and she stated to me that the vehicle is in Service.  She's been responded to via emails and phone calls.  I don't feel a response is necessary.  She is voicing her feelings/complaint with us.  What are your thoughts?  

  Customer response

  12/13/2022

  I am rejecting this response because: It is not true! The vehicle is not in service!! It was towed to Roseville Toyota for service and they refused to service the vehicle. Toyota had the vehicle towed offsite to a tow yard - how is that service? Toyota answered my last email with a we hear you - not a solution! This angers me! How can I attach emails?
  

  

  Business response

  12/16/2022

  Contacted guest to apologize for misunderstanding in regard to the Buick.  To follow up with Service Manager as to the location of the vehicle.

  Customer response

  12/16/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, but the resolution is not satisfactory to me.
  The statement is true and I am going to accept the response but it does not settle the case. Roseville Toyota needs to find the car and I want it out of our name. I told her I don't know where the car is and that someone in their service department had the car moved.
  
  
  

  Customer response

  06/13/2023

  I am rejecting this response because:

  I just got off of the phone with someone from Toyota agent KNBE who would not talk to me or let me know what was in the files. He just wanted to know if the car had been picked up. He gave me to a resolution manager who had no resolution in mind and hung up on me when I would not answer the question because I wanted to know that our full conversations had been put in the files and not one way information. I had to get another car because of non-performance of the Toyota Mirai due to unavailability of the hydrogen. Additionally, they have closed one of the two stations in ********** for an extensive period of time. The incentives I was told I was going to get, and the availability of fuel were all a lie. Toyota is not trying to work with me at all! I have made several suggestions. A lot more to say but trying to condense message.

  
  

  

  Business response

  06/13/2023

  Hello ******************,

  Thank you for reaching out.  I made an attempt to speak with you, but your voicemail box is full.  Please feel free to contact me. 

  ************************************** or **********************

• Initial Complaint

  11/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/20/2022 I bought a used 2013 ****** Forester from Roseville Toyota. I was assured that it was thoroughly inspected by their skilled *****************. Before leaving the lot they took it for a final inspection and fluid top off. Within 50 miles the car started showing obvious transmission problems, and on my inspection I found that several of my other fluids had not even been filled, so I took it to a third party for inspection. Due to the car having a CVT transmission the third party couldnt check the transmission, and referred me back to the dealership. When I called Roseville Toyota, they explained that they do not have the tools necessary to check that transmission on site, and referred me to a ****** specific dealership. I asked them how I could trust that it received a thorough inspection if they dont even have the tools to do it, and have since received no answer. I have called multiple times, left voicemails, and sent emails with no response.

  

  Business response

  11/29/2022

  A VOICEMAIL WAS LEFT TO THE ***** TO CONTACT ****** AT ************.  AN EMAIL WILL BE SENT SINCE UNABLE TO CONTACT AS WELL. 

  Customer response

  12/05/2022

  I am rejecting this response because:

   

  There is no resolution yet. After a week of phone tag and giving me the runaround, today they finally called back and scheduled a transmission diagnostic for Friday 12/9. I will not know the extent of their resolution until after that.

  
  

  

  Business response

  12/06/2022

  We look forward to seeing you on Friday 12/9.  We will update you on your ****** after the diagnostic.  Thank you.

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear ****;This complaint is regarding Financial Elder Abuse of **************************** who is 85 years old, A Veteran of the ************* ************* *** has been being taken advantage by ROSEVILLE TOYOTA, who sold him a truck on or about September 3, 2022. *** was unable to get in and out of the vehicle safely or without a very apparent struggle, this model truck does not have a handle to assist. Even though Roseville Salesman who witnessed this proceeded to make the sale and put an elder in danger. Any person who can see would not disagree. I am sure there are several surveillance camera on site that captured these images. On or about September 9th *** was in a horrible mishap, as he was climbing into his new truck, he fell backwards. And broke his neck. *** is currently in a short term *********************** with a broken neck. This is a clear incident of Financial Elder Abuse, ****************** was put into an 84 month loan based on his Social Security and Disability Allowances. Roseville Toyota took his van toward the down payment for the truck. We have asked Roseville Toyota to pick up the truck. They said straight out no! they said we have to deal with the financial institution (************** Bank in *********) with that matter. Thank you, ************************* / POA. ****************** gives you permission to investigate his account with this agency. Although, ****************** cannot use his hands arms or legs, He can give a verbal statement.

  

  Business response

  11/16/2022

  Thank you for letting us know about your situation.  We will assess your concern and contact you soon.  

• Initial Complaint

  11/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought 2022 Toyota Mirai from Roseville on November 10th 2022 just two days ago. The dealership sales representative ***************************** promised as advertised on their website and the vehicle brochure, that this vehicle should give me 400+ miles range on a full tank. I have only gotten about 243miles on a full tank. that is a huge difference. That is false advertisement. I have contacted the dealership but they are telling I would have to talk to the sales representative who is off for about 4 more days.I do not want to keep this vehicle and would like to return the vehicle to the dealership for false advertisement and lying to me.

  

  Business response

  11/15/2022

  Customer has been contacted to discuss his option to trade in the 2022 Mirai. He will be followed up by an Assistant Sales Manager.

*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. ↩