ComplaintsforToyota of West Covina

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a vehicle in February 2024 from Toyota of West Covina and was forced to add Zurich Shield to my contract. Zurich Shield was described as a car detailing in which I can utilize at any time to wash the exterior and interior of the car. I told them I did not wish to add this as it was $1,900 but it was the owners mandate and no one had the authority to remove it. In the last month, I have attempted to file a four different claims with Zurich Shield in which I was told that the claim was denied due to me not attempting to clean car or stains prior to submitting the claim. This policy did not disclose that part.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a used car on 5/20/24, the dealer gave me a due bill for work to be performed another day. I dropped off my car with their service ***** On 5/31/24 to have the due bill work completed. On 6/4/24 the service department called and said I will be charged for the work that was included on the due bill. The work still has not been completed. The service department says I need to talk to the sales department to cover the cost but no one from sales will call me back. They have had my car almost a week and still have not completed the work that was listed on the due bill.

  Business response

  06/25/2024

  We spoke with guest and repurchased vehicle from guest.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Vehicle was damaged by dealership when I dropped it off for a recall. Vehicle sat from 11/04/23-01/08/24.Rear bumper, front bumper, passenger side door damaged, inside driver door plastic scratched damaged. They have refused fix issues. Now I am asking they pay me for vehicle in full for what I paid when I bought vehicle plus all original parts installed and tinted windows. Or give me a New 2024 Tundra I choose color and trim level with all parts that my ************************** with this request. My Tundra only has over 2000 miles.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am filing a complaint against Envision of West Covina. On May 7th, 2023 I signed a lease for a 2023 Toyota Corolla Hybrid SE FWD. *********************** is the finance manager who handled my lease. In the Gross Capitalized Cost Itemization and Other Items Section on page 4 of 11, there is a line called i. UNIVERSAL-surface for the amount of $1,595.00. I called Toyota Financial and the dealership itself and was not told what this item was. The employees who answered the phone were not sure of what this was and thought it might be a warranty or paint protection. I want to know what exactly I paid for and I would also like to be refunded. This item was not listed in the ****************** and Other Products section of the lease on page 5. Additionally in section 18, of the lease under Warranty on page 5, it clearly states that I do not have any warranties for this lease.

• Initial Complaint

  10/25/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On Oct. 14, 2023 I purchase a Toyota Tacoma and during financing I declined to but any services offered by the agent. My sells representative told finance that I did not want any pre paid services and they agreed to just sell me the car plus the finance charges. I was not given a chance to review my contract on paper because their printer was not working, instead the finance manager gave me a *** card to open the contract at a later time. Next day i was able to open the *** and noticed that he had added 3 prepaid services without my consent. I went back to the dealership and another finance manager refused to cancel 2 out of the 3 add ons. On Wednesday a sales manager told me that he will cancel one of them but not the other one. I told him that in my contract those 3 items are marked optional and I did not want them. He never called me back as he sais he was.

  Business response

  11/07/2023

  **************** purchased a vehicle and warranty products from Envision Toyota of West Covina.  **************** requested  that the products be cancelled.  On 10/26/23 Envision canceled the **** for $1725.  The refund was sent to the lien holder, as the cost of the product was included in the finance amount.  The ****** and Dent protections ($1600) were cancelled on 10/30/23 and the refund was sent to the lien holder, due to the fact that the products were included in the amount financed. At this point there are not products attached to his contact and the refunds have been issued. 

  Customer response

  11/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. BBB made a difference in order to obtain a satisfactory outcome. After filing the BBB complain, the business took this case more serious and expedited the process that at one point the dealer refused to cancel. I was also asked by the dealer to write a statement releasing them of all liabilities. Thanks for helping consumers who many times experience abuse and unethical business practices from big companies.  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On Aug 6, 2023, I went to buy a new Toyota Rav4 prime from this dealership. I bought the car cash for over $60,000 total. During the transactions, the dealership told us that we had to fill out a credit app due to the "patriot act" and that it was required. We exclaimed that we didn't want to but they reiterated that it was required and that there would only be a soft pull on our credit.After the transaction we were given a thumb drive with all of our documents. When I got home and checked the documents, there was only a finance transaction. No cash receipts, no ***************** of sale, etc. Nothing that said I gave them over $60,000 and that I owned the car. They did a hard pull on both my wife and I impacting our credit scores.After multiple ignored calls and emails I was finally sent copy of their deposit of my checks, still no receipts and no cash sale. After my insurance rejected the addition of the car citing my information didn't match what was submitted, it was discovered that they either had not registered it with the *** (almost a month later) or that the paperwork they had listed a lienholder. I have sent multiple unanswered emails to the salesman, finance director, underwriter and general manager to send me a ***************** of sale and void the finance contract. I have nothing that says I paid cash for that car. I have opened a case with Toyota who is just referring back to the dealership. Talk about the fox guarding the hen house.I am 100% confident that this was intentional to apply for credit incentives. I am equally confident that an audit of this and other cash transactions will uncover a pattern and that everyone at the dealership is aware and complicit to this. Consumers should be warned about this dealership.

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I traded in my Toyota at another dealer. I stopped by Toyota Envision to cancel my ************* and my extended warrant. This occurred in March. I call the dealer the end of April to find out the status on my refund. The finance department told me I need to call those companies directly. I called the *** insurance and was told that the dealer never submitted any paperwork. I sent them the copy of the paper the dealer had me sign. They initiated the refund which I received. I called First Automotive and they told me that they hadnt received any paperwork either. I submitted the paperwork as well. Now we are going into June. I called First Automotive and they stated that they shouldnt be dealing with me and that the dealer should be doing what Im doing. They stated that the refund will go to the dealer and it is up to them to issue the refund. I called the dealership and have been given the run around with no resolution. My sister works for a dealership and for the business office. I know that dealerships want to delay any refunds as much as possible, but waiting 3 months is ridiculous. The pubic needs to be aware of how shady Envision Toyota is. Theyre quick to sell you the warranty, but leave you doing the footwork to get your warranty refund.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I purchased a ********** from envision on January 14,2022 from sales man ******* salesman number sXXXXXX. My son and I had gone to three other dealerships and could not find any plug-in vehicles. The ******** said it was a dealership car and that they were selling it with no **** up. The other dealerships were openly selling ******* with **** thousand ****-up but it was stated on the msrp sheets and they were honest in sales pitch ******* said they were not ********** the ***** ****** the envision spec sheet listed the price at ******* (didn't take picture of the envision spec sheet on my car) . A couple weeks after my purchase we realized I had no mats, they really didn't want to give them to me that's when I found the manufacturer's specification sheet in the glove looking through it I realized that was not anywhere near the envision specification sheet . I was lied to there was a massive markup the *********** specification sheet for my brand new prius prime stated msrp at ********* . I paid ******* *** for an alarm that was probably ********* ***** for paint protection ******* and finance guy said was mandatory policy for envision. In the finance department i was not given a printout only signed what he told me i was signing from the electronic device there was no way to look at the ******** Yes he gave me a memory stick with all the information but i never saw a hard copy. Finance also told me that i had no choice had to buying paint and upholstery care for ****** Looking at the file now it definitely says optional. I went to dealership spoke to general Manager , he said "the ******** did nothing ******** "There's always ****-up", "You should have known the price you could have looked it up ","you **** my car off the lot its been weeks , you've been driving it what took you so long". I was ******* , **** to, price ******* ******* ******** if they had been ******* about the ****-up i would not have ********* the car.

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/03/16) */ When the consumer came in our salesman disclosed such price with her and came to an agreement moving forward with the buying process of the vehicle. After some time she came back in to discuss and resolve her issue, she asked to cancel all additional warranties and also to receive the floor mats she was missing when the vehicle was originally purchased and delivered, we had our finance department cancel such warranties and she was given the corresponding mats during her visit. Consumer Response /* (3000, 7, 2022/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Envision of West Covina returned the Warranties I selected to accompany my purchase. I returned the extended engine warranty and service package. I thought it was the only thing I could return without ruining my credit. Friday January 14,2022 I thought I was in luck to find the prius prime , I had been to three other dealerships and they only had a few hybrids; They were all were charging markups from 4-10 thousand. (They were all upfront with the fact that they were charging markups). Upon arriving to envision West Covina, ******* said that this car was a dealership car that they decided to sell and that there was no markup. I test drove it, he told me that this car had no mark up and that I would also get the plugin rebate of *****. The Posted Envision Spec Sheet that was placed on my car said the price was 38,000 and had been dropped to ******. I felt the dealership prices would be accurate - true as they are regulated. I returned to dealership twice before I found the Manufacturers Specification sheet for my car in the glove. My Car Manufacturer Spec sheet listed the Manufactures price at ****** and that was for a brand new car! My car was a loaner and it had 1,500 miles and the price was marked up not down to ****** as the envision specification sheet led me to believe. Lie #1 cost me ***** dollars That means that I paid approximately ***** more for a not brand-new car. (Had he been upfront and told me the markup I would have waited, but he took my choice away by lying.) Next ******* told me it was envision Policy that they sell all cars with Paint protection and key service. I told him I didn't need these items I wanted to remove them. He reiterated that it was policy I had to purchase paint protection and key service (LIE). I asked the finance guy to cancel these out as well and he said that he could not, envision policy (LIE). This was a lie the contract states its optional. There was no hard copy of contract issued to me or offered, it was late, they were closing. They told me what I was signing and I could not read through it only electronic signature no screen provided so I could follow along. The memory stick was provided after I had signed the contract. It states on line E1 charge $***** eccoblock (OPTIONAL) and line 12 $***** ( OPTIONAL) not sure what this is tmis-ppm. The way finance charged me is very unclear they canceled the extended warranty, but I need to look at the financing statement to see how much they credited the account as the vsa automotive service line 1***********. Lie # 2 that I had to purchase paint protection, alarm and key has cost me 2,000-2,500 unclear of exact amount till my lender credits my account. Envision west Covina has no integrity, respect or honesty in finance or sales. I would like them to provide a hard copy of contract to customers so they could read along as they sign. They are profiting through lies and misleading pricing. If they respected their customers, they would be upfront with costs, markups and Optional addons. They have taken my money tricked me into paying 8,500 more than I needed to spend. This will affect me for years that is not a small sum of money. Don't trust them with your business, don't make my mistake. I feel dumb, hurt, poor and like an unprepared consumer. I never thought I was paying more than the suggested MSRP. Envision West Covina Please return my ***** dollars and return all the rest of the addons that were dishonestly sold.

• Initial Complaint

  02/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Went to go purchase a car that I had talk to a salesman about. Confirmed car was there and ready. Test drove car like it. Go Inside to finalize purchase. Only for them to tell me it was sold. I asked the sales person to tell me if it was available before I headed down there I'm 3 hours away. Tells yes I confirmed with 2 managers it's ready to go. Get there only to be told by 2 other managers it was already sold. I don't think it was sold as this car had just been traded in and I felt as though they felt price was to low. I think they may have violate some laws.

  Business response

  03/29/2022

  Business Response /* (1000, 8, 2022/03/18) */ We reached out to the consumer to get their issue resolved and help her get the vehicle she was looking for but we were not able to get a hold of her.

• Initial Complaint

  11/26/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 09/23/2021 I physically went to Dealer to advise the finance dept manager ******** that I wanted to cancel my extended warranty on my vehicle that I purchased from Envision Toyota . Paper work was filled out and faxed over to warranty company , American First , I spoke to the warranty company and verified that warranty was cancelled on their end and letter was sent to dealer on 11/03/2021 . I have called the dealer literally 12 times left message after message after message to different finance manager and not one the deceny to return my phone call. I have even called and spoke to the General Manager and he sounded drunk and didn't even have the courtesy to call me back to follow up , I am baffled by the lack of response and unprofessional I have received from this dealer I would like to get a response from someone to process my refund check for the warranty that has been cancelled . It appears that attention is only given if I'm purchasing a new car . A total disappointment with how I been treated as a patron of this dealer . I seek your help in trying to resolve this matter. Thank you in advance to this sensitive matter in attempts to find resolution to this pending matter .

  Business response

  12/21/2021

  Business Response /* (1000, 8, 2021/12/20) */ CHECK # XXXXXX WAS ISSUED TO THE CUSTOMER ON ******** FOR THE PRODUCT ************* Business Response /* (-10, 11, 2021/12/20) */ Business called saying that the consumer has picked up the check four days ago. Consumer Response /* (2000, 13, 2021/12/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩