Christie F Dlh

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Terrible customer service costs customers! I bought a car from Toyota of Santa Monica in February 2019. The car is fine, but the customer service I have received since my purchase has been completely awful. Firstly, they did not do a smog check. They called and told me I needed to get one and said that they would reimburse me if I sent the receipt as well as the certificate. I did so but was not reimbursed until after I sent several emails and called several times. It took about six months for the check to show up in the mail. Secondly, I requested that my prepaid maintenance plan and gap plan be canceled. I was emailed paperwork but when I emailed it back I got no response. I sent several emails over the course of several months and got no response. I also called several times and the financial services representatives were always out of the office. Finally, I gave up and called Toyota headquarters only to find out that the delay of these several months resulted in my losing hundreds of dollars because these plans are somewhat time dependent. Had the dealership acted when I asked them to I would've had much more money in my pocket. If you can avoid going to the dealership, by all means do so.
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  • Bad customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Robeau B
map-marker Santa Monica, California

Not honest, not ethical in their sales.

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I do not think they are either or ethical. They offered me a price on the internet, but then, after going in, and after several hours there (to lower my resistance?), they did not honor their price. They also included several "options" which they told me were not options. They also had me sign electronically things which I did not see in writing. I definitely do not recommend this place to buy a car, and I would not go back again. I do think Toyota makes good cars, but their sales is unreliable and unethical. Do not go there.
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  • Car
Reason of review:
Pricing issue

Preferred solution: Full refund

map-marker Los Angeles, California

Toyota / Toyota of Santa Monica

FIRST AND LAST TOYOTA I WILL EVER BUY OR LEASE. AFTER 3 YEARS OF PROBLEMS WITH THE CAR AND DEALER I DUMPED TOYOTA. I LEASED A 2013 HYUNDAI SONATA SE WHICH, SO FAR, HAD NONE OF THE TOYOTA PROBLEMS. I CAN'T SAY HOW HYUNDAI SERVICE IS SINCE EVERYTHING WORKS PERFECTLY AND MY FIRST SERVICE IS AT 7500 MILES WITH 4500 NOW. SEE LETTER TO TOYOTA BELOW: March 1, 2012 Mr. Akio Toyoda President Toyota Motor Corporation 1 Toyota-Cho, Toyota City, Aichi Prefecture 471-**** Japan Re: 2010 Toyota Camry LE (US) Dear Mr. Toyoda: I had leased a Toyota, 2010 Camry LE, on December 31, 2012 from Toyota of Santa Monica, Santa Monica, CA, USA. Since I leased the vehicle, I have had to return it to the selling dealership or other Toyota dealers multiple times for recalls, etc. with disappointing results and no confidence. This vehicle has been out of service for recall/repairs multiple times with no assurances of safety other than Toyota stating “The recalls have been completed.” The vehicle was never satisfactorily repaired with the reprogramming of the computer associated with Toyota recalls substantially decreasing the miles per gallon. There never was compliance with Toyota’s agreement with the State of California Attorney General which was costly and time consuming for me. The current mileage on my vehicle is 15,501which is substantially below the mileage I projected having at this point in the lease although I prepaid for non refundable additional miles upfront. The lease of the 2010 Toyota was to replace my 2003 Chevrolet Trailblazer but due to my lack of confidence in the Toyota Camry, Toyota dealerships and Toyota, I had to keep my 2003 Chevrolet. When I have to rely on a vehicle, it was not and is not the Toyota Camry but my old 2003 Chevrolet. What was intended to be a prudent step to a smaller, reliable, economical vehicle for daily use has instead turned out to be a very costly, disappointing and time consuming experience for me. In fact, this has been the most disappointing new car lease or purchase ever for me. Toyota’s ranking in the 2012 Consumer Report (US), behind Subaru and Mazda, in my opinion should be lower. Toyota’s formal consumer confidence ratings have dropped considerably in the United States with informal, grassroots confidence among owners below that. It appears this will ultimately reflect itself when it is time for those consumers misled into the lease or purchase of the 2010 Toyota and other Toyota’s to look for their next vehicle. Consumers have taken various approaches in addressing their differences with Toyota ranging from picketing Toyota dealerships through legal action. Substantial preleasing March 1, 2012 Page 2 confidence in Toyota influenced my decision to lease a Toyota. Consumer advocates now portray Toyota as aggressively opposing consumers under any circumstances. Personally, I look forward to the complete disassociation with Toyota at the conclusion of this lease; however, the “Toyota Experience” will forever be remembered and shared with my contemporaries. Mr. Toyoda, the world is an uncertain place with very little that can be predicted. However, you can rest assured, with definite certainty, that this will be the first and the last Toyota product I will ever buy or lease. Very truly yours,
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1 comment

HYUNDAI is a good car, but they have to do something with their

service (their service is terrible).

map-marker Abu Dhabi, Abu Dhabi

Toyota of Santa Monica has worst customer service!

Went there to buy a car today. The salesman Martin was very nice and helped me pick out a car. But then he handed me off to the finance/admin dept to do the paperwork. Waited about 20 minutes but no one came to help me. Asked a young salesman for help and he brought a manager/supervisor type. I explained I had been waiting and no one came to help. Instead of saying would try to find someone to help, he rudely stated: "Have you ever bought a car before? It takes time." I said I had been waiting and was ready to buy a car and that Martin said that a "Jason" would help me. He then said that "We don't even have a Jason here" and called me a "dumb ***". Unbelievable! Don't ever go here!
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