Thousand Oaks Toyota

Complaint: 10833385
I am rejecting this response because: It's obvious that there is nothing I can do from here. I didn't want money. I didnt want some kind of a deal. I didn't want anything except to bring the shady, dishonest practices of Thousand Oaks Toyota out in the open to prevent them from trying to cheat another kid out of costly repairs. I read the response. First, There were no codes on the vehicle because your staff didn't take the time to read them. Otherwise it would have been documented on the paperwork. Now you are trying to say my son caused the problem because he changed the oil.amazimg!  You guys will stoop to any level to get out of what YOU did.another thing,  Don't act like Simi Valley Toyota is your allies, they think you're a bunch of crooks, just like I do.  Not one time did anyone  at Simi Toyota or at CARS in T.O. EVER agree with your findings, not once!!! My sons truck is still running perfectly without YOUR recommended transmission and radiator. All the yelp posts are correct. from start to finish, every move TO Toyota  made with us was crooked. How do you guys sleep at night? I really don't care at all at this point because the truck is perfect. I will continue telling this story of corruption and thievery to everyone I come in contact with. If I can steer one person away from this shady dealership and service center I will be happy. So far, I've had several people thank me for the info and say they will never go there. Andy Robles, that Frank guy service mgr and the rest of their staff are crooks. And Andy, you act like you no what you are talking about when actually, you don't know a damn thing. You were gone during the entire event. You operate of hearsay for the rest of your crooks because God knows, you didn't get any information from any worthwhile documentation because there wasn't any. I believe in being fair and honest. I believe in doing the right thing. Obviously no one at TO Toyota has theose same beliefs or values. The only thing they believe in is shaking as much money out of each and every customer as they can,  even if the work is not needed. Sooner or later, karma will catch up to you. You dirt bags couldn't event say you were sorry to my son for the troubles .Instead you try to blame him for your mistakes and your getting caught cheating a customer. What a complete and total lack of class and leadership. This has been a great learning experience for my son. He now knows that just because the sign says TOYOTA doesn't mean you can trust the people inside. In the case of Thousand Oaks Toyota, you can't. I wouldn't be surprised if a little investigative news crew shows up to check out your operation. Because they seem to be very interested in what happened. Have fun with that one.
Regards,
R[redacted]

Since I had enough of Thousand Oaks Toyota's customer disservice department I took my car to Marina Del Rey Toyota (good service dept.). Well, during an oil change MDR Toyota said I needed new air and cabin filters. I told them that I thought T.O. Toyota had done that during my prior oil change. They checked the records and sure enough, T.O. Toyota charged me for replacing the cabin air filter 5,000 miles ago but DID NOT actually replace the filter.
Not only does Thousand Oaks Toyota try to cheat you, they steal from you by charging you for things that they haven't actually done.

On 9/02/2015, Corey S[redacted] brought his 2013 Tacoma truck in for a diagnosis of a transmission problem.  The issue was that the transmission was slipping and the engine was stalling.  The truck was checked in and inspected, it was tested for trouble codes and none were present. ...

Transmission fluid level was checked and transmission was 3 quarts low There were no visible leaks. . This type of transmission has no dipstick, to check the fluid level you must perform a fill test by adding fluid until the transmission fluid level is at the full level. . In these cases were there is no explanation for the loss of fluid,  Toyota recommends a coolant test.  This test will determine if the trans cooler line in the radiatior had ruptured or started to leak causing coolant to enter the transmission through the cooler line .  The technician performed a chemical test where he extracted some trans fluid and with a test kit determined that coolant had entered the transmissionIn this situation, the recommendation is to repair the coolant,  because the leak is inside the radiator the repair requires radiator replacement.  In addition, the coolant causes damage to the clutch packs, which  was confirmed by replacing the fluid and trhe transmission continued to slip. We recommended replacing the transmission assembly or rebuilding the transmission. The customer was also told that some customers have repaired the coolant leak, changed the transmission fluid and some have had success doing this repair.  We don't know how long the repair would last and we don't recommend this repair.Mr. S[redacted] had an extended service policy, the policy he has does not cover the radiator which is the cause of the transmission issue.  Because the radiatior is not covered under the warranty the warranty company declined the claim, the rental car, and the diagnostic fees..  The customer felt that we implied the rental charges would be covered (  the rental fees and diagnostic fee would have been coveredr if the radiator was a covered item)  In good faith,  we waived the diagnostic fee fee of $125.00 and the car rental fees of $400.00I spoke with Mr. S[redacted] father and explained the issue, he wasn't happy, felt that Toyota should have covered the claim.A[redacted] General Manager

Complaint: 10957335
I am rejecting this response because: I told them that I would be...

out of town for the holiday. I said that I would call them when I returned which I did. I left a message on A[redacted]'s voice mail but he did not return my call. I am still waiting.
Regards,
L[redacted]

On 9/02/2015, Corey S[redacted] brought his 2013 Tacoma truck in for a diagnosis of a transmission problem.  The issue was that the transmission was slipping and the engine was stalling.  The truck was checked in and inspected, it was tested for trouble codes and none were present. ...

Transmission fluid level was checked and transmission was 3 quarts low There were no visible leaks. . This type of transmission has no dipstick, to check the fluid level you must perform a fill test by adding fluid until the transmission fluid level is at the full level. . In these cases were there is no explanation for the loss of fluid,  Toyota recommends a coolant test.  This test will determine if the trans cooler line in the radiatior had ruptured or started to leak causing coolant to enter the transmission through the cooler line .  The technician performed a chemical test where he extracted some trans fluid and with a test kit determined that coolant had entered the transmissionIn this situation, the recommendation is to repair the coolant,  because the leak is inside the radiator the repair requires radiator replacement.  In addition, the coolant causes damage to the clutch packs, which  was confirmed by replacing the fluid and trhe transmission continued to slip. We recommended replacing the transmission assembly or rebuilding the transmission. The customer was also told that some customers have repaired the coolant leak, changed the transmission fluid and some have had success doing this repair.  We don't know how long the repair would last and we don't recommend this repair.
Mr. S[redacted] had an extended service policy, the policy he has does not cover the radiator which is the cause of the transmission issue.  Because the radiatior is not covered under the warranty the warranty company declined the claim, the rental car, and the diagnostic fees..  The customer felt that we implied the rental charges would be covered (  the rental fees and diagnostic fee would have been coveredr if the radiator was a covered item)  In good faith,  we waived the diagnostic fee fee of $125.00 and the car rental fees of $400.00
I spoke with Mr. S[redacted] father and explained the issue, he wasn't happy, felt that Toyota should have covered the claim.
A[redacted]
General Manager

Review: Unscrupulous repair advice at the Toyota of Thousand Oaks location. My son took his truck in because he had a engine light come on. Frank at Thousand Oaks Toyota told him he needed a new transmission and other items amounting to thousands of dollars. Even though my son had a extended warranty they worded it so it was not covered. When things just didn't sound right we decided to take the truck it get a second opinion. The independence repair shop found nothing wrong with the truck but advised us to go to a different Toyota dealership in Simi Valley for a third opinion. D[redacted] at Simi Valley Toyota did a full inspection and found nothing wrong with the truck as well. When I called the Thousand Oaks dealerships owner to try and get answers he went so far as to lie, telling me that he called D[redacted] in Simi Valley and that D[redacted] agreed that the transmission was shot. I spoke to D[redacted] again after that it'd bit of news and D[redacted] told me he never even talked to Thousand Oaks Toyota at all and that he stands by his inspection that the transmission is fine. Read the yelp review and you will see many similar circumstancesDesired Settlement: Reimbursement of expenses incurred by having to have full inspection at Simi Toyota and rental car insurance while they had my sons Toyota in their shop. Also WTO warn others of there unscrupulous business practices.

Business

Response:

On 9/02/2015, Corey S[redacted] brought his 2013 Tacoma truck in for a diagnosis of a transmission problem. The issue was that the transmission was slipping and the engine was stalling. The truck was checked in and inspected, it was tested for trouble codes and none were present. Transmission fluid level was checked and transmission was 3 quarts low There were no visible leaks. . This type of transmission has no dipstick, to check the fluid level you must perform a fill test by adding fluid until the transmission fluid level is at the full level. . In these cases were there is no explanation for the loss of fluid, Toyota recommends a coolant test. This test will determine if the trans cooler line in the radiatior had ruptured or started to leak causing coolant to enter the transmission through the cooler line . The technician performed a chemical test where he extracted some trans fluid and with a test kit determined that coolant had entered the transmissionIn this situation, the recommendation is to repair the coolant, because the leak is inside the radiator the repair requires radiator replacement. In addition, the coolant causes damage to the clutch packs, which was confirmed by replacing the fluid and trhe transmission continued to slip. We recommended replacing the transmission assembly or rebuilding the transmission. The customer was also told that some customers have repaired the coolant leak, changed the transmission fluid and some have had success doing this repair. We don't know how long the repair would last and we don't recommend this repair.Mr. S[redacted] had an extended service policy, the policy he has does not cover the radiator which is the cause of the transmission issue. Because the radiatior is not covered under the warranty the warranty company declined the claim, the rental car, and the diagnostic fees.. The customer felt that we implied the rental charges would be covered ( the rental fees and diagnostic fee would have been coveredr if the radiator was a covered item) In good faith, we waived the diagnostic fee fee of $125.00 and the car rental fees of $400.00I spoke with Mr. S[redacted] father and explained the issue, he wasn't happy, felt that Toyota should have covered the claim.A[redacted] General Manager

Business

Response:

Sorry it took so long to respond, my service manager went on vacation, then I was out. The customer bbrought the truck in because the transmission was slipping. There were no codes at the time of our inspection. We filled 3 quarts of transmission fluid, the contents of the pan, not the entire transmission fluid volume. There were no visible leaks, verified the transmission was slipping. We did the coolant chemical test, It doesn't take a large amount of the fluid to mix to create a positive indication.. Simi Valley Toyota found the engine oil over full by 2 quarts, transmission fluid level was full. Possible maybe the customer may have inadvertently drained the transmission fluid thinking he was draining the engine oil, they are real close together. Then the customer added engine oil contributing as to why the engine oil was overfilled by 2 quarts. Customer told our ASM he had changed the oil about a week prior to this problem. We took care ot his rental car bill and didn't charge for the diagnostic fee. A[redacted] General Manager

Consumer

Response:

Review: 10833385

I am rejecting this response because: It's obvious that there is nothing I can do from here. I didn't want money. I didnt want some kind of a deal. I didn't want anything except to bring the shady, dishonest practices of Thousand Oaks Toyota out in the open to prevent them from trying to cheat another kid out of costly repairs. I read the response. First, There were no codes on the vehicle because your staff didn't take the time to read them. Otherwise it would have been documented on the paperwork. Now you are trying to say my son caused the problem because he changed the oil.amazimg! You guys will stoop to any level to get out of what YOU did.another thing, Don't act like Simi Valley Toyota is your allies, they think you're a bunch of crooks, just like I do. Not one time did anyone at Simi Toyota or at CARS in T.O. EVER agree with your findings, not once!!! My sons truck is still running perfectly without YOUR recommended transmission and radiator. All the yelp posts are correct. from start to finish, every move TO Toyota made with us was crooked. How do you guys sleep at night? I really don't care at all at this point because the truck is perfect. I will continue telling this story of corruption and thievery to everyone I come in contact with. If I can steer one person away from this shady dealership and service center I will be happy. So far, I've had several people thank me for the info and say they will never go there. Andy Robles, that Frank guy service mgr and the rest of their staff are crooks. And Andy, you act like you no what you are talking about when actually, you don't know a damn thing. You were gone during the entire event. You operate of hearsay for the rest of your crooks because God knows, you didn't get any information from any worthwhile documentation because there wasn't any. I believe in being fair and honest. I believe in doing the right thing. Obviously no one at TO Toyota has theose same beliefs or values. The only thing they believe in is shaking as much money out of each and every customer as they can, even if the work is not needed. Sooner or later, karma will catch up to you. You dirt bags couldn't event say you were sorry to my son for the troubles .Instead you try to blame him for your mistakes and your getting caught cheating a customer. What a complete and total lack of class and leadership. This has been a great learning experience for my son. He now knows that just because the sign says TOYOTA doesn't mean you can trust the people inside. In the case of Thousand Oaks Toyota, you can't. I wouldn't be surprised if a little investigative news crew shows up to check out your operation. Because they seem to be very interested in what happened. Have fun with that one.

Regards,

R[redacted]

Review: Just after my car's odometer passed the 1,450-mile mark, which was about 4-months ago, the A/C began smelling of mildew. I didn't mind at first, because initially it was rather mild, however since then, the smell of mildew that gets blown-out of the A/C-vents has reached volatile-levels and has begun to affect my breathing.I've had three different cars for three-years each before this 2011 Toyota Prius(Acura RSX-Type-S, GMC Envoy and a BMW 325i) and I never encountered this problem with any of them. I haven't changed my residence since then, nor have I changed my air-conditioning using behavior. This appears to be a manufacturing/design flaw which Toyota should take responsibility for. The ONLY way to actually resolve this issue is to pay approximately $1,400 for a mechanic to open the dashboard up, open the air-conditioning system and clean it by hand. I emphasis place emphasis on "only" because I have changed the cabin air-filter, checked for leaks and a clogged drainage-tube and have sprayed significant-amounts of atomized, hospital-grade fungicide in the outer air-conditioning intake vents while the A/C's fresh-air setting was on, along with the fan(on max). None of these avenues have addressed the issue.Desired Settlement: I just want the smell of mildew to be gone. The matter can be resolved by either having the A/C-system hand-cleaned, exchanging the car for another one or getting a refund on the car in order to purchase another one. I'm at my wits-end and I want this problem to be over-with already.

Business

Response:

The car would need to come in for an inspection and we will let the customer know what we find

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9810355, and find that this resolution is satisfactory to me.

I've scheduled to bring my car in for service/inspection this Saturday at 11am to Thousand Oaks Toyota.

Regards,

Review: Took car in to have them check brakes for noise. Told them I had new brakes installed at another dealership in December but discovered later that only new rotors were installed and the dealer only sanded my old pads and TOLD me they had put new pads in. Thousand oaks simply took the measurement for the pads and rotors and told me they could not hear the noise. When I offered to take a test drive with them to point out the noise,they refused. When I pointed out that previous dealership had told me that my rotors and pads were glazed, their solution was for me to resurface my rotors with no mention of what I should do about pads.I was charged a $50.00 diagnosis fee when my problem was not diagnosed. The recommendation to resurface the rotors to get rid of the glaze was also not sufficient since it failed to address the noise, the reason I came in.I feel that Thousand Oaks took my $50.00 without providing me the service agreed upon.I asked that they check out my back brakes as a part of the brake inspection since I had been told that my back brakes needed to be adjusted and cleaned. They agreed to checkout my back brakes as a part of the inspection but when I asked them about the results of checking out my back brakes at the end of the inspection, they said they had not checked out the back brakes as promised.I took my car back the following business day and asked that they have me test drive the car with them to point out the noise or to return my money so I could have car checked out else where. They refused to return the diagnosis fee and refused to diagnosis the obvious noise that had led me to bring car in.Desired Settlement: I would like for them to return my $50.00 so that I can have my noise problem properly diagnosed.

Business

Response:

we did a normal brake inspection with pad measurements and rotor measurements and checked to make sure brakes are working normally.

Consumer

Response:

Review: 9633701

I am rejecting this response because:

I took my car in because it was making a loud noise. This business said they could not hear the noise even though when I drove into Mike Miler Toyota the following day the service advisers immediately

commented on the brake noise.

I spoke with the Bureau of Automotive Repair and mentioned that this company idea of a brake inspection is to measure the pads and the rotors and nothing more. They agreed that this is wrong.

If the rotors and pads are glazed, it does not matter what the thickness of the pads or the rotors are. Inspecting the back brakes are also important.

Please note that a complete history of my car was reviewed by this business because I have only had my car serviced at a Toyota dealer and they all share information. I was able to find one honest

dealer that properly inspected my brakes and told me the truth about why my brakes are making a lot sound.

I was told by the honest Toyoto Dealer that any time new brake rotors are installed with old brake pads the irregular surface of the used pads will not match with the smooth surface of the new brake

rotors. This will cause noise problems, dusting and rapid overheating of the brake rotors. The only way to fix this problem is to install new brakes pads and new rotors. Unfortunately, the Toyota dealership

told me that they put new pads on the car when in fact they only sanded my old pads.

Measuring the thickness of brake pads and rotors is NOT a standard brake inspection. I am contemplating filing a complaint with the Bureau of Automotive repair so they this company can be informed

what a proper brake inspection is. I will also share with the Bureau what they have described as a proper brake inspection. I do not feel that me or other members of the public deserve to waste all

their time and pay for a service NOT RENDERED. I feel that this dealership has no conscious and deserves to have concerned members of the public address this injustice.

If this company would like, I can share the details of a the proper brake inspection as experienced and paid for by me after their inadequate inspection. Please note that if they had done a proper inspection,

I would not have had the need to pay for another inspection.

Business

Response:

we have done a brake inspection.

We were at Thousand Oaks Toyota last year. Were very impressed about there customer service.

Expecting similar treatment we again decided to buy from this place this year. The treatment we got was way too different. We can't believe the customer service has gone down so much!!!!

A Sales person was yelling very loud at a customer for bargaining and trying to drive them away. Nobody bothered to talk to the customer.

We customer enters there is no smile or welcome from anybody. Every Thousand oaks Toyota employee tries to drive them away. And when a customer makes a deal make them to wait long hours to finish deal.

Surprising thing is after waiting for long hours if a customer asks for water, a filthy water fountain is shown!!!!!

I do not want to recommend this place to anybody

Review: My husband, myself and our twins went to this location to simply trade my sienna xle for another one because my lease was up. They convinced us that the sienna se premium would be a much better deal, $100 less per month and had the exact same additions to the car. We test drove one with the same utilities hat my xle had. When we left we were exhausted and the twins were screaming. They kept us there forever!! We got in our new car and left. There was NO one there to show us how anything worked. As soon as we got home I realized that they must have given us the wrong car. Our new car was missing a sun roof, power doors etc. it barley had a working radio. When I called they said your word against ours and laughed. I have talked to everyone including the extremely rude manager there. They all said the same bs. They totally scammed us. Tomorrow we are suppose toPick up the car in which we were originally suppose to get. We will see if that happens. Never in my life have I experienced something like this!Desired Settlement: I want the car that they promised me

Business

Response:

We spoke to Mrs F[redacted] about her unhappiest with the Sienna SE. We did get her the XLE she wanted. The F[redacted] took delivery of there 2015 Toyota Sienna XLE 06-02-15. I believe they are happy with there new Sienna

I had an appointment for my 5K service. I had requested a loaner. When I got there (7AM), they told me that they did not have any loaners but they do have a shuttle and can take me back to work, but it won’t start until 7:30AM. I did not want to wait that long but I still complied. They told me to wait in the customer’s lounge and they will let me know when the shuttle is ready. I waited there up until 7:45AM and decided to go outside to find out what is the status of the shuttle. When I asked they told me that the shuttle left 15 minutes ago! I asked if they had another one because no one let me know. They said it would take another 30 minutes to get a shuttle back! I told them I had already wasted almost an hour waiting for a shuttle; they called another shuttle driver who told them it won’t be another 20 minutes! I was already so frustrated due to their unwillingness to do anything else for me even though they screw up and not told me that the shuttle was there that I told them to give me my car back because I wanted to leave. To which they answer ‘OK’, no “we apologize” or “we will have someone else take you”. The person I was appointed to could care less whether I would leave without the service and gave my keys to one of the guys there to bring it back. On his way back he sort of whispered: “and never coming back”. I have never felt so disrespected in my life! I am NEVER coming back here! I work in the area and many of the people that work here also live in the area and I will let them know. This is no way to treat customers. The person I was assigned to (the one with the comment) is Marc St. Pierre.

Review: saw advertisment in 8-1-15 LA Times. Full page ad included Toyota Prius (two) available for $20,368. Two cars were available at thie price. We were shown vin # 947418 which was one of the advertised cars. We agreed to buy it for the adjusted price which actually added $1000 because of the fine printregarding financing etc.Upon entering the finance department we were met with a barrage of extended warranty offers, protections etc etc. After declining all of them several times we were told that the Maxxgurd protection, body door trims and theft deterrent were included. (we later found out that it was included in the monthly payment not the total car price. we were then given a "due Bill" which showed these items as "work promised to be preformed at the time of sale. In short these are dealer options that were previously added by the dealer and now being shown as though we requested the work. The bill also notes that "The above work is to be preformed free of charge.After four plus hours at the dealership and hearing every reason why we should purchase these items we left with the car. After returning home and discovering that we were in fact being charged for these "dealer options" we returned to the dealer and after two more hours of hearing various reasons why we should pay more than the advertised price . (no less that four sales people came in and tried to sort out their own paperwork. ) Finally in frustration at the continued lies and mis-information we left.Their customer service and sales skill are carnival level at best. They confuse, deny, and decieve. If a car is advertised with a vin number.......then that car should be sold as it sits at the dealer. Charging customers inflated amounts ($189.00 for door guards, they sell to anybody at Toyota parts for 65.00). This was acknowledged by the "floor manager" who agreed it was outrageous but refused to do anything about it other than to say Let me check something and I'll be right back. Fraud is the word that comes to mind.Desired Settlement: Price of the vehicle should be adjusted as advertised and contract amounts need to be re-written showing the credits for the "previously installed" dealer options. Note: we tried this resolution and they agreed but they just added the amount to the price of the car and then showed no charge. What an insult to any intelligent person.

Business

Response:

Customer came in, complaint is resolved. Customer signed a new contract, she is now happy. A[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10749774. Yes the business rewrote the contract. This was necessary to remove the "previously" installed dealer option items on this advertised vehicle. We also lost a previously given 500 rebate as the dealer claimed they lose money if they sold the car for the car for the clearly advertised price.They also do not understand their own paperwork . Their employees, including the fiance manager, cannot answer simple questions when the form is right in front of them. They are simply interested in selling you "paint protection" passive alarm systems and other unnecessary "dealer profit items. Yes we were given a "new contract" but it was only to correct their deceptions and errors. By far the worst buying experience from a dealer ever.

Regards,

M[redacted]

Since I had enough of Thousand Oaks Toyota's customer disservice department I took my car to Marina Del Rey Toyota (good service dept.). Well, during an oil change MDR Toyota said I needed new air and cabin filters. I told them that I thought T.O. Toyota had done that during my prior oil change. They checked the records and sure enough, T.O. Toyota charged me for replacing the cabin air filter 5,000 miles ago but DID NOT actually replace the filter.

Not only does Thousand Oaks Toyota try to cheat you, they steal from you by charging you for things that they haven't actually done.

Review: I decided to purchase a new 2015 Prius for myself. After visiting two other dealers in Ventura and Oxnard, I went to Thousand Oaks Toyota to check out one that they advertised. I test drove it and decided to purchase it. The salesman verified that the sales price was correct and called the Finance Manager. The Finance Manager said that there were three accessories on the car that he was going to give to me. He also said that he would give me the platinum service package the service, Propack, Maxguard, safe-guard, and gap-guard. He had me sign an electronic signature capture device as he explained the benefits of each of these gifts. He then printed out the contract and stuffed it into an envelope and handed it to me. I didn't realize until I got home that I didn't even know the final price of the car. When I looked at the contract I was shocked to see that he had charged me for all the these gifts. He never informed me that these were optional or that there was a cost involve. I am extremely embarassed that I was so gullible as to believe everything he said to me. I later spoke to the Finance Director about this (S[redacted]). She told me that it was my one fault for leaving the dealership without reading the contract.Desired Settlement: Reverse the charges. Take off the accessories. The dealership can pay for their own document processing. I bought the car as is. I did not want any accessories added. Sales tax was charged based on $29,146.53 before dealer discount of $3,329 and the factory rebate of $3,000 was discounted, instead of after.

Business

Response:

We have had telephone contact with customer, she is to come this weekend in person to resolve this issue. Once she comes in, we will officially respond to the complaint. A[redacted]

Consumer

Response:

Review: 10957335

I am rejecting this response because: I told them that I would be out of town for the holiday. I said that I would call them when I returned which I did. I left a message on A[redacted]'s voice mail but he did not return my call. I am still waiting.

Regards,

L[redacted]

Business

Response:

We have been in contact with customer and an agreement has been reached. This agreement was agreed to both parties satisfaction. A[redacted]

Consumer

Response:

Review: 10957335

I am rejecting this response because: This is premature. They have made a verbal offer but so far I have not seen anything in writing. This business has a history of lying to me. I have been lied to by multiple people. I am still waiting.

Regards,

L[redacted]