ComplaintsforLarry Lassen Toyota

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a new 2023 Toyota RAV $ from this dealer. Twice I made an appointment to go in and get my second key fob but they refuse to give it to me. I filed a case with Toyota corp. They told the dealer to give me the key I paid for when I purchased the car but they refuse to do so.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Long story short. I called Lassen and scheduled a time the following day to see a 4-Runner. When I arrived the salesman acted like I was an inconvenience to his day. I told him that I didnt think the initial trade in offer on my truck wasnt good as I wasnt looking to spend a lot. Because if this and for some reason the salesman being annoyed I was even there he did not show me a 4-runner. He showed me a Camry and told me that that was more for me and a better price for me. Just because I told him I didnt spend a lot of money and apparently an inconvenience to him. Im sure I would have spent the money on the 4-runner if I would have been shown it. The salesman actually didnt show me any other vehicles, just the Camry. I bought the Camry feeling pressured into it. I emailed the sales manager and *** Lassen. I heard back from neither. They didnt even bother to talk to me. I even tried to reach *** Lassen by phone as well. He never returned my call and the employee that had answered the phone was questioning me why I wanted to talk to the general manager. The Camry is the third vehicle I have purchased from Lassen Toyota. Two of them being new. Im very disappointed that I have been ignored by Lassen. I have been a loyal, good customer of theirs for years. There was a scratch on the Camry. I was told by a salesman that he paid for some touch up paint himself and would call me when it was in. I never got a call back. Please help me. I feel like I have been treated unfairly by a company who I have been loyal to.

  Business response

  09/12/2023

  please see attached pdf document.

  Customer response

  09/16/2023

  As I stated before, I didnt get to see or test drive a 4-Runner.  Yes I expressed interest in the Camry.  The salesman knew I was coming in to see a 4- Runner as I had called them the day before.  The salesman was filling in for *** (the salesman who I have purchased three vehicles from at Lassen).  I dont recall the name of the salesman who was covering but it was not his commission so he wasnt 100% concerned with my satisfaction.  The following day I came in to bring them some paperwork but did not state how much I loved the car.  After the purchase of the Camry I experienced feelings of regret as I did not get to see any other **************, I was on the phone for a while trying to reach my insurance agent.  The salesman did at annoyed and I felt like an inconvenience.  The Camry has turned out to be an issue for me.  I have never experienced a car with paint or interior that scratched so easy.  Im not an unreasonable person but you barely touch the paint or the dash board without it scratching.  Im VERY disappointed in this particular Camry and Lassen Toyota.  This particular Camry should be lemoned for such a bad paint job and should be replaced with another one exactly like it.  Its as if the Camry I was sold is missing some kind of a protective coating over the paint.  The fact that I filed this complaint in June and just now received a response is VERY frustrating.  Obviously Lassen did not meet their deadline to respond.  Also, its frustrating that the BBB allowed that to happen.  I feel like Im being pushed to the side by both companies.  The salesman *** who I usually work with called me back in June and stated that he was ordering touch up paint for me.  I never received the paint or any other communication regarding the paint.  Now that its September and Ive had the Camry a while it is obvious to me that the way this vehicle scratches too easily that touch up paint wont cut it.  Again, this car may be missing a protective coating.  This car should be lemoned and I should be provided a new one to exact.  Please do do let this matter linger 2+ months as that is absolutely uncalled for.   
  
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  Business response

  10/10/2023

  As stated in our previous comments, the customer did not want to pay the amount needed to purchase the new 2023 4Runner she had picked out.  She did agree to the purchase amount of the 2023 Camry, which she did select and purchased. The customer is welcome to sell or trade the vehicle in to us and current market value that we determine after physical appraisal.  Lassen Toyota will not rescind the purchase that was made on April 18 2023.  

  Customer response

  10/18/2023

  This has been going on since June.  Lassen Toyota has denied all responsibility for any part of my complaint.  Im assuming that the respondent wasnt present the day I purchased the Camery.  Lassen Toyota has not responded within their allocated required time.  The BBB has taken no action of discipline for their tardy responses.  Not only have I responded in the time requirements but I have suggested solutions.  Lassen Toyota has not suggested any solutions nor attempted to save my many years of doing business with them.  The BBB has not done anything regarding Lassen Toyotas tardy responses or their lack of trying to come to a resolution.  Again, this has been going on since June.  Not only have I completely lost trust and respect for Lassen but I have lost faith in the BBB.  The BBB has done nothing to assist me as a consumer.  I am more than disappointed in both companies.  
  
  

  Business response

  10/25/2023

  In regards to the request for touch up paint for the Camry.  The sales person ordered ************ and called the customer directly to come pick it up.  The customer has not been in to pick up this item, which is in our sales office.  The customer can come pick up this item.  The sales manager ******************* will have it in his desk.

  Customer response

  10/31/2023

  I received a call from *** that he ordered ************ paint.  I NEVER received a call that it was ready for pick up.  Again, its obvious that Lassen Toyota nor the BBB are interested in actually doing anything to help me.  I have lost all respect for both companies.  Its sad because the BBB is supposed to protect consumers and all the BBB has done is let this issue drag on and not aided with a solution and allow extremely late responses from Lassen Toyota.  Im done with both companies and this matter.  Its too bad the BBB wasnt willing to protect me as a consumer.   

*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. ↩