ComplaintsforRoseville Toyota

• Initial Complaint

  10/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Roseville Toyota sold me a ***** 6 Sept 5th,engine light came on at 300 miles. **** 2 days off and had the car looked at 3 times with no fix! Had to trade it in I live 2 hrs away. Never made a payment took a 5k loss in 4 weeks

  

  Business response

  11/02/2022

  Customer was contacted to clarify refund requested.

  Customer response

  11/04/2022

  I am rejecting this response because: I was forced into purchasing the 2018 Camry after owning a ***** (also purchased through them) for only a month. After driving the Camry for only 800 miles, it has been diagnosed with needing a new transmission. See attached. It is a "Certified Used Toyota", which means "Each vehicle undergoes a rigorous 160-point inspection to ensure only the best vehicles receive the certified seal of approval." [https://www.toyotacertified.com/] Obviously this vehicle was not thoroughly inspected, as there was metal in the transmission oil.

  Please contact me by phone *************) so that I can talk to someone in person.

  Thank you.
  

  

  Business response

  11/09/2022

  Please contact the Service Director, ************************* at ************ or *******************, the Service Manager at ************ to better assist you.

  Customer response

  11/11/2022

  I am rejecting this response because: They denied a **** dollar refund on the 17 ***** grand tour that I owned a month and literaly took it down to roseville 3 times to be put in a rental car ALL 3 TIMES TO STILL NOT BE ADDRESSED! I live an hr away and dont deserve to be treated this way! No one deserves this kind of buisness. The 18 Camery i was forced into to get out of the ***** has spent 5 days at ********* toyota  Only 600 miles ****** since purchased !Very possible their carfax they gave me on the camery was a lie. They said it had been in an accident but no problems with the car! I have no time for this back and forth! Ive bought 2 cars in 2 months from roseville toyota and both have serious defects! Please reach out once more but then put a negatve acction on them threw BBB Please! **** down between 2 cars in 2 months!!!

                  Thanks,

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

  
  

  

  Business response

  11/16/2022

  We understand you're unhappy with your experience and you are requesting a refund of $2000.00.  As previously stated, we are unable to offer a refund.  If you have service issues in the future, please call the ****************** to make an appointment to have your vehicle inspected.  Thank you.  

  Customer response

  11/16/2022

  I am rejecting this response because: I've had the Camery in ********* Toyota and their suggestions is get a layer! Been working with ************ manager and *****. Sat I spoke with another individual at yuba Toyota as both were off. He specifically said sounds like you need to retain a lawyer! ** from Roseville contacted me today as I'm working 12 hr nights with caltrans in ****** pass and sleep during the day,he wants me to make an appt with them 1 hr away on 1 of my 2 days off. This will be 7 times to service (3 ***** 4 camry) in 2 months and a huge cash loss with these crooks! I'll be taking it down this sat- mon unfortunately as I have no other choice and am ?? percent confident this car has a serious problem after 5 camry rentals in 2 months that didn't mock this noise. Un except able but I thank BBB for helping this far and hope you stick with me on this matter. Last thing I want is to have to retain a lawyer I have no time Plowing-sanding ****** worked ******************* the last 23 days for Caltrans.  Thank you again 

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

  
  

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  08/05/2022 I bought a used car from Roseville Toyota. It took nearly seven hours to buy the car, I understand it is a long process but seven hours was insane. There were several issues on the car that could have been noticed after driving it for more than 5 minutes.1. The ** system was not working properly (fixed at service a week later)2. The battery was at 6% health (replaced at service two weeks later)3. There was food under the seats of the car even when they said they got it detailed (coupon given to me by service)4. Squeek in back of the car (fixed at service)5. NO paperwork was given to me at the time of sale, it took them three weeks to give any paperwork, this seems illegal.6. *******************************, ***********************, ***************************** (Sales) did not respond to numerous emails after the car was purchased. I had to drive down there and confront them in person. ******** said that our salesmen lie so you need to get anything they say in writing.7. I was concerned that since all these issues were going on with the car, I wanted to get another inspection done, since they did not provide me with any paperwork on the original inspection, they refused to do so.8. One piece of paperwork said a 2nd key *** was requested to be made, they never made the *** and refused to make a new one even though there is documentation saying one was requested for the car.9. ******************************* drove to my work and to my parent's house to pressure us into signing paperwork at 11 pm at night.I love the car I bought I am just concerned that they are manipulating customers by saying they have done things to a car when they haven't. I find it extremely problematic that no paperwork was given to me at the time of sale, which is illegal. They also lied about the LITHIA WARRANTY they provide. It took them two weeks to get my paperwork so I could look at everything, by that time the warranty had expired. I called them at one sales manager said it was two months.

  

  Business response

  09/02/2022

  Our goal is alleviate the frustration of buying a used car, not to add to it. When a problem of this nature occurs, we want to know about it. Thank you for bringing it to our attention.  

  You are a valued customer and looking forward to see you Monday August 29 at 4:00 p.m. we have  a great Service team waiting  for your car to be inspected.

  Please text me, email me or call me if you have more concerns.

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  August 5th, 2022 - I took my son to Roseville Toyota - *************** to view and hopefully buy him a car so he can take back to college. We picked a used car and my concerns was the mileage on the car. But the Manager assured me that the car was detailed inspected and diagnosed. Week later, Friday 8/12/2022 we drove it back to *********, before reaching LA. Sensor Light started flashing for about a minute, and then stopped. I called the Toyota Dealer (********************* Toyota of *********) in the morning and ask for advices. I was told that I had to bring it in to be inspected. I took it back to them, and was told that the car had a major problems (Tire pressure sensor, left front shock is leaking and both drive belts are dry and cracking) the cost is about $2000. But if I was willing to sell it, they'll offer me $4000. After I tole them that I paid for it $10300 just a week ago. Can you please help?Many Thanks in advance!******

  

  Business response

  08/18/2022

  Hello ******,

   

  I contacted the customer to email me a copy of the repair order so I can follow up with his issue.

  Customer response

  08/24/2022

   
  I have received a call from *********************** ***************** Relation Manager) I did mention that her Team told me that the inspection was done prior to selling my car, and everything was fixed. The Toyota Dealer in ********* disputed that claim after all the findings with the 2010 Camry. 

   See her response below. She clearly didn't not believe what I told her about her Sells Team. 

  (Good morning ******************,
  
  
  Thank you for reaching out to us regarding the issue with your Camy.  I spoke with both the Assistant Sales Manager, *********************, and a Finance Manager and gathered some information regarding your purchase.  
  
  
  I've attached signed documents stating that the purchase of your used 2010 Camry does not have a Dealer Warranty.  Therefore, we do not provide a warranty for any repairs after the sale.  Inspections are performed on each USED vehicle and I've attached the CARFAX as well.  Please don't hesitate to contact me if you have additional questions).
  
  
  

  
  

• Initial Complaint

  07/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 7/12/22 my son was driving my Toyotal Highlander on the freeway when it stopped driving. I had it towed to the Roseville Toyota Service center to determine what the problem was. They charged me $189 to put it on the lift and have there experts troubleshoot the problem. As ***** later explained in was a catastrophic mechanical failure of the transmission. A failure that couldn't have been detected at one of my recent regular service appointements with them. The cost for the new transmission was to be $6500. I shopped that price around and found a reputable company to replace this transmission for $5500 and had it towed to ****************** of **********. ****************** put it on the lift and immediately saw that one of the axles was not engaged because it was missing a $5 dollar snap ring. A mistake from a repair from a separate shop several weeks earlier. So where Red D gave an honest and accurate assessement -- and fixed the problem for $135, Roseville toyota spun a simple fix into a $6500 transmission replacement. Thanks to Red D my Toyota Highlander is *************.

  

  Business response

  08/03/2022

  due to an inaccurate diagnostic, we will refund the customer $189.00.  I spoke to the customer and he requested the check to be mailed to his home address.  He was appreciative.  Please let me know if you need anything else from me.
  

  
  

  Customer response

  08/04/2022

   
  Better Business Bureau:
  
  It wasn't a particulary quick resolution and I would have preferred that this was resolved without having to take my case to the BBB, Yelp and Nextdoor but 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

  06/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The sales person did not listen to our needs AT ALL and the objective was not customer priorities but sales department priorities. They didnt seem to want to help us find a car but rather made us comb through their inventory each time we wanted to look at a different option than what they wanted us to buy. I had to change my tone and talk to the sales manager as if he was a child to get them to listen and they didnt seem to know their inventory in the price range we in which we were shopping. We traded in our vehicle because we needed the cash to bridge a gap in time between jobs. We told them that a the very beginning, and they made us initially think we would leave with a check, only to be told in the financial office that we would have to wait 5 business days, but maybe it would be ready sooner; that was on ****, today is ****, 6business days later. As I stated above there has been no assertive communication from the dealership on the status of my equity check & every attempt made to reach out to them has been met with silence. A general manager offered his number over a ****** review, which I called, left a vm and going into noon the next day, still no communication from dealership/management/finance, nothing. The level of disrespect we feel, mostly at being blatantly ignored while they hold more than $6k of our much needed money, is unacceptable. What does it take to get honest customer service? How many more families get sold out of their priorities for those of the dealerships? Shameful, unscrupulous lack of consideration is causing a social climate crisis.

  

  Business response

  08/05/2022

  Hello ******,

  I spoke with the customer today to gather more information.  I will do my research and speak with the Assistant Sales Manager and the Sales Consultant involved with the sale of the vehicle.

  

  Business response

  08/11/2022

  Assistant Sales Manager and Sales Consultant recalled the customer was pleased at the time she purchased the vehicle.  Also, she was contacted today by the Assistant Sales Man ager and all is well.
  

  
  

• Initial Complaint

  06/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my Rav4 hybrid at Roseville Toyota (VIN: *****************) on March 3, 2022 with purchase price of $60,318.96 including taxes. Also included in the price are optional services such as ***** for paint protection amounting to $2,495 and motor warranty services amounting to $895. I did not know that these are optional services until I read the contract. On March 4, 2022, I went to Roseville Toyota to request for refund of these optional services and they asked me to file a "Statement of Facts" please refer to the uploaded file. On May 17, ************************* sent me the "Check Request Form" for the refund to be issued to Toyota ********* Services and mentioned that it will take 14 days to process the request. As of this writing (6/15/2022) and after a series of follow-**** I still have not seen the refund in my loan account with Toyota. I need the dealership to help resolve and refund the amount as soon as possible.

  

  Business response

  08/04/2022

  Customer was contacted and a check in the amount of $3583.36 was credited to the customer.  Please see attached document dated July, 18, 2022.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I sold my car (Toyota Prius Prime) to Roseville Toyota on 24th April for $34K. During the process we enquired to both the salesman and the Finance representative about the process.We wanted to know how long it would take to receive our balance payment (Approx.. $13k) for the car. The estimates ranged from 4-5 days to two weeks maximum. This was important information as we are using these funds to purchase another car, we did not need it urgently but the timeframe quoted was acceptable. We left the car with them that day after signing the paperwork.Over two weeks later, on Monday 9 May I reached out to enquire if my check would be ready. I had received notification that the loan had been paid off in full (approx. $21k).Now we are being told that it is not policy to release funds until they receive the title from the loan company, which could be 8 weeks. This was not explained or agreed apron and had we know we would not have sold them the car. We have complained to the dealership and the dealer group owner (Lithia) with no resolution.We have no car and no funds to use to buy a new one. The only recourse we were provided by the dealership was to "take out a loan"I don't want to take out a loan, I want the money I am owed!

  

  Business response

  07/21/2022

  *********** ALREADY CASHED THE CHECK.

  Customer response

  07/23/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern. The matter was resolved, eventually and in a totally unacceptable time frame. This whole process has been a complete waste of my time
  
  

• Initial Complaint

  04/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - Wednesday April 6, 2022, ******************************* experiences unexpected acceleration in our 2014 Toyota Camry. Despite pressing brake down, car continues to skid and fight against braking, causing her to run into tree(s) in parking lot. - Our insurance is called (Geico) and car is towed to Toyota Dealership.- We are told investigation is started by Toyota. - We are not provided with rental car. Communication stops. We call Toyota of Roseville. They tell us that the Toyota Brand Engagement Center is handling the issue. - We try to reach out several times to figure out where our car is. What is the status. We get nowhere. - April 8th I am able to speak with ****** from the Brand Engagement Center. Extremely rude and unhelpful. Says that Toyota will not be able to do anything until investigation is done. States this can take up to 2 months.- We purchase new vehicle ****** 2022, on Sunday April 10th, as we only have 1 vehicle, the Toyota Camry which is at the Toyota Dealership and is being held until the investigation is over).- I am called by *********************** from Toyota who will be performing the investigation. I speak to him April 11th. - *********************** calls me April 14th, and lets me know that he has completed his investigation and that Toyota will be contacting me. - Throughout the whole process, Toyota is very vague with details. While *********************** is friendly, details are vague and we are not sure what to do. - He states that he drove the car and didn't find any problems.- Our frustration with Toyota is that they are treating us as if we are committing fraud. We purchased the Toyota Camry because of its high reliability and safety record. We no longer feel safe driving this vehicle. My wife did not imagine the car accelerating while her foot is held down on the brake. It did not stop until she got the car into neutral / reverse. - We would like Toyota to purchase the vehicle back from us.

  

  Business response

  07/15/2022

  My name is ************************* (service manager Roseville Toyota). The Unintended Acceleration process is out of any Toyota dealerships hands as Toyota is very strict when it comes to these claim. Whenever a customer claims that there car has a UA concern and also cause an accident Toyota does not allow a dealer to even look at the car. The Swift Market Analysis and Response Team  take over and send a 3rd party investigator to inspect the car and we never even see the results, they are dealing directly with the customer. The customer should have been given a case number and also a case manager assigned to the case. That would be there point of contact. The number that the customer called is the direct line to the team thar is handling there concern. We receive no communication what so ever form the inspection. There number is **************. If the customer is still seeking ********************** to buy this car back, they would need to go through that channel. From reading thee complaint it sound like they have been dealing with someone form corporate.    
  
   
  
   
  
  *************************| Service Director Roseville Toyota

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 18, 2022 I was sold a new vehicle with the verbal agreement from the sales department that they would add crossbars and a trailer hitch to the vehicle at no cost to me if I were to buy the car. I spent a month and half calling the sales department to have this work completed. The sales department would dodge my calls or send me to another person to go through the same process to be ignored. The sales department eventually told me they could give me the crossbars and trailer hitch at their discounted price and would get back to me with numbers. Again, the sales department would dodge my calls and would not give me a price. Finally, the sales department told me to go to a third party to have the work completed. At this point I went to the sales manager who informed me that verbal agreements are against company policy and the sales person was reprimanded and written up for his misconduct. The sales manager told me he would get me prices at cost to do the work. Again, another week went by and I had to make multiple calls to finally get prices from the sales manager. From there the sales manager told me he would get this information to the service department to schedule the work. The service department called to schedule work unrelated to the crossbars and trailer hitch installation and informed me they had no knowledge of the crossbars/trailer hitch installation. I would like BBB's help in resolving this issue with Roseville Toyota sales department in keeping their verbal agreement to add the crossbars and trailer hitch to the vehicle at no cost to me. Thank you.

  

  Business response

  06/10/2022

  At the time of purchase there was no given or received documentation to provide a hitch/crossbars. After customer inquired about items for free, we explained that we couldnt give the items for free. we informed the customer that the hitch was on backorder. Late last month we received the tow hitch and wiring harness. We quoted the customer a price for the equipment/installation. The customer never confirmed weather or not they wanted to move forward with the installation because they didnt want to pay for it.
  
   
  
  Thanks,
  
   
  
  ***************************
  
  Roseville Toyota
  
  Sales Manager

  Customer response

  06/14/2022

  I am rejecting this response because: **************** was never involved with this transaction and clearly has his facts incorrect. At the time of the purchase there was a verbal agreement that Roseville Toyota would provide the trailer hitch and crossbars on the vehicle if we purchased that vehicle. We were looking at a used one with those accessories but the sales person (*******************************) verbally told us he would have the trailer hitch and crossbars put on the new vehicle if we purchased it today. I never inquired about the accessories for free, I spent a month and half communicating back and forth with the sales person, **** who kept telling me he had to talk to management to get the accessories put on the vehicle. The sales person finally owned up to the fact that he lied to us to get us to purchase the vehicle. This is when I went to the sales department management and was informed that verbal agreements were against company policy and that **** had been written up for his misconduct. This action alone proves that Roseville Toyota acknowledged that their sales person agreed to adding the trailer hitch and crossbars to the vehicle when purchased. 

  Furthermore, **************** states that late last month they received the trailer hitch. I was not contacted about the trailer hitch until June 4, 2022. **************** does not know my intentions with moving forward with the trailer hitch installation. It is very unprofessional and ***** for **************** to state, "The customer never confirmed weather or not they wanted to move forward with the installation because they didnt want to pay for it." I am completely applaud that **************** would state that I don't want to move forward because I don't want to pay for it when I have not spoken to anyone about moving forward. Again, this shows how Roseville Toyota lies to make themselves look good.

  Roseville Toyota has treated me with such disrespect and dishonesty throughout this vehicle purchase experience. I have been lied to and manipulated into buying a vehicle. I would expect a company that prides themselves on customer satisfaction to honor their verbal agreements and make this right. I was told I if I purchased this vehicle it would have a trailer hitch and crossbars on it, I expect Roseville Toyota to honor their commitment.  

   

  
  

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife (***************************) and I purchased a new Corolla several weeks ago from this dealership and when we started driving home we noticed the gas tank was only 1/4 of the way full. We called the dealership the next day to inform them and they told us to drive back (45 mins-1 hour from our home) and they would fill it up. We told them that it doesn't make sense for us to do that and is an inconvenience to us for something that was their doing. We mentioned the salesmen even signed off saying that the tank was full when it wasn't. Despite numerous calls to/ from the dealership as well as an online complaint form that we completed to the parent company ************** the dealership keeps responding with the same offer for us to drive to the dealership to get the gas. The salesman called my wife yesterday and left a voicemail with the same offer and making it sound like he was doing us a favor.

  

  Business response

  07/18/2022

  Calling customer offering giftcards.

  Customer response

  07/18/2022

   
  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.
  
  

*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. ↩