Toyota of Escondido

Greetings Ms***,
I do apologize that Jose was unable to honor your request for the vacation voucherI will speak to Jose in regards to the mailers and incentives we have for our customersI will mail you a voucher for the vacation package to the address you have
provided to the Revdex.comI can assure you our intentions as a dealer are to provide each guest with top notch customer serviceI can see we failed to do this in your situationI can say with full confidence we are not a bait and switch dealershipI will get your voucher out in the mail to youOnce again I am very sorry for your experience Thank you for your time.
Sincerely
*** ***
Customer Relations Manager
***

We apologize for the confusion/miscommunication and the frustration it has causedWe did our best, within our means, to assist you; with this being a *** deal and the already discounted price of the vehicle, covering the increased cost of transport was not an option for the dealership. Again we are very sorry for the frustration this has caused Please contact me personally if I can further assist, *** ***

*** and *** *** were interested in a car of an exact year and interior/exterior color that ended up being in Oakland, CAThe cost to transport the said vehicle to Escondido on the week of Thanksgiving was $A mistake was originally made on part of the sales team in thinking the car was
in another locationWhen we discovered the car was in Oakland, we let the *** family know and they were unhappy with the cost to transport itThe deal was going to be a TrueCar deal and the car was discounted $dollars, already, allowing the dealership no room for negotiations; the delivery cost could not be absorbedSales offered the $deposit back on different occasions as well as ? a sincere apology from Customer RelationsThe car is no longer available; we don't have the year/color in our dealership inventory nor in the surrounding area to accommodate their request.?

Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Thank you for bringing this to our attention. Our research indicates that those 3 cars were indeed sold on 2/8/2015 for the price shown on our regular website. We are trying to determine if the mobile site, which showed the incorrect pricing, was possibly hacked. Our internal IT department is doing...

what they can to look into this. We are extremely sorry we were unable to assist our guest. We regret being able to provide him with a vehicle and pricing to suit his needs. Our General Manager/Partner is always available to speak to customers, his name is [redacted]. Thank you for taking the time to contact us regarding this situation. If we can be of any assistance, we would be more than happy to help.Thank you

Customer Relations Manager [redacted] spoke to customer's daughter [redacted] on 3/17/16 @ 2:22 pm. Listened to customers concern on what happened that day. CRM apologized to customer for any misunderstanding and confusion that might have accrued on that day. CRM offered to refund customer the difference of what had been agreed upon at the time customer brought vehicle in. A refund of $187.91. Customer very happy with end results.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The reply from the Business is False. On 11/19/2016 we called the sales representative and informed them that we were looking for a particular vehicle and that we had the [redacted] price before heading to the dealer. It was confirmed that they would be able to get the vehicle for us. While there [redacted] showed us the 6 vehicle's that were available in different locations. We choose one from those 6 and the vehicle we choose was in stock at [redacted] the vehicle stock # was [redacted] and the VIN # was [redacted]. The vehicle price, details were confirmed and signed by [redacted] the MSRP of said vehicle was $41,127 the agreed upon price with [redacted] was $38,609 for a total discount of $2,518. The $5,000 "discount " that is being referred to by the business in there reply is False and a surprise to us as it was never offered to us by neither [redacted] or the Toyota of Escondido. We choose the 2016 [redacted] for the fact that we were able to get 0% interest rate.Mr. [redacted] or Mr. [redacted] never mentioned a transport fee we had to cover at any point other then the agreed opon prices for the vehicle. Prior to us leaving after 2+hrs Mr. [redacted] stated that he knew the manager at [redacted] and to not worry about the vehicle that it would be flat-bedded to Escondido Toyota as it was 400+ miles away, still no transportation fee was mention prior to us leaving.It was a surprise to us on Monday 11/21/2016 at 7pm to received a phone call from Mr. [redacted] were he stated that the vehicle that they were getting for us was from the Los Angeles port and it had been sold. This was a surprise to us as it was not the vehicle that we agreed upon for purchase. At that time he stated they wanted us to pay $800-$1,000 more money to get us the original vehicle we had chosen on 11/19/2016 from [redacted] something that was never disclosed prior. On Wednesday 11/23/2016 the customer service manager [redacted] called us and told us that we had to now pay $1,200 to be able to get the vehicle.At this point as the vehicle is no longer available due to the delayed actions of Toyota of Escondido we are forced to loose the 0% interest rate and have to now purchase a 2017 model. I can provide the documentation we have that confirms the price refered to above as well as images with the information for the vehicle at the Merced Dealer were the vehicle was located at.
Regards,
[redacted]

We apologize for the confusion/miscommunication and the frustration it has caused. We did our best, within our means, to assist you; with this being a [redacted] deal and the already discounted price of the vehicle, covering the increased cost of transport was not an option for the dealership. Again we are very sorry for the frustration this has caused.  Please contact me personally if I can further assist, [redacted]

[redacted] and [redacted] were interested in a car of an exact year and interior/exterior color that ended up being in Oakland, CA. The cost to transport the said vehicle to Escondido on the week of Thanksgiving was $1200.00 A mistake was originally made on part of the sales team in thinking the car was...

in another location. When we discovered the car was in Oakland, we let the [redacted] family know and they were unhappy with the cost to transport it. The deal was going to be a TrueCar deal and the car was discounted $5000 dollars, already, allowing the dealership no room for negotiations; the delivery cost could not be absorbed. Sales offered the $500 deposit back on different occasions as well as  a sincere apology from Customer Relations. The car is no longer available; we don't have the year/color in our dealership inventory nor in the surrounding area to accommodate their request.

General Sales Manager [redacted] has reviewed and spoke to Mr. [redacted] and dealership is standing on decision. Customer was given options on his lease. Mr. [redacted] was aware at that time he would have over mileage charge on his lease return. Mr. [redacted] made decision to return lease to Leander. This is not a dealer issue customer needs to contact his Leander to pursue matter with them.

Mr. [redacted] spoke to the General Sales Manager ([redacted]) and went over his concerns with the day he leased his vehicle on June 11, 2016. Customer stated that his sales person had told him that the dealer would take care of his over mileage cost if it were traded in, not grounding the lease back to...

the lender. General Sales Manager explained to customer that it’s a policy to go over all the options with the customer regarding lease end returns. Customer opted to return lease to lender. He asked customer to e-mail copy of invoice to see if he could review it to see if he could try to get assistance for customer by contacting Toyota Financial Services. After contacting Toyota Financial Sales he was not able to get any assistance for the customer.1. As a lease return going back to lender customer is responsible for any mileage overage also any wear and tear of vehicle.2. As a trade in customer does not have to pay for any mileage overage or wear and tear on vehicle.3. Customer could also elect to refinance the balance or payoff vehicle. Customer made a statement to General Sales Manager that he goes through this with all the other vehicles he has leased from other manufactures until he gets it waived or paid for. This is not a dealer issue to resolve so the customer needs to contact Toyota Financial Services.

I want to make it very clear that I am not reacting irrationally and I have given Escondido Toyota every opportunity to make my experience right over several weeks. I think it's important to let other consumers know what is going on at this dealership. At best, they are dishonest. And at worst, they are trained and directed to steal from their customers. To make a very long story short, I was tasked with helping one of my employees purchase a new 2017 4runner. She has excellent income, good credit and had up to 15k cash down payment. This should have been the easiest deal this sales team had ever come across.

Instead, they attempted to absolutely rob this girl blind. Lorenzo, who is the assistant sales manager can only be described as a total sg. It's guys like him that give care salesmen bad names. He qouted this girl almost a $900 monthly payment on a 35k loan. When I asked him to break down the costs for me, he refused. I asked him for the rate? He refused. I asked him for the amount financed. He refused. In short, he couldn't describe to me why the payment was so high because he simply didn't want to. This dealership is totally predatory. They feed on people who have no knowledge of math or who will not question them on their shady numbers. Eventually, after refusing to actually answer my questions, outside of their scripted 3 lines they are taught to say to defuse a customers questions, he simply walked out of the room and said he was done.

I was shocked to see such a large dealership for such a large manufacturer act in this manner. In other words, if they couldn't rip me off, they'd rather just not sell me a car. I spoke to the GM, and while he seemed like he was going to be helpful, he didn't really put in the effort to help me or fix the situation. The problem with this dealership is the culture they are breeding there. It runs all the way down from the owner/GM to the sales managers, to the finance managers down to the sales people.

Lorenzo in particular is a total sg, who wouldn't even look me in the eye because he was lying to blatantly. We decided to go to Carlsbad Toyota and she was driving her new 4runner within an hour or two. Carlsbad did not have the car she wanted but they were able to get one from a nearby dealer within about an hour. I'd like to show you the details and differences of the two deals below:

Escondido:
Trade in value: $1500
Payment: $859.00 per month
Amount Financed: Who knows
Rate: never could find out, but my calculator was spitting out about 20%
Time taken: about 7 hours in 3 trips

Carlsbad:
Trade in Value: $2700
Payment: $500.35
Amount Financed:$30,265
Rate: 5.90
Time: about 2 hours

Summary: Anyone who buys a car from this dealership should have their head examined. They are crooks. They are breeding a culture of dishonesty that runs so deep, they would need to clean out their entire sales and management staff and wait a few years before they can clean off the stink that is attached to them. This group of misfits have no business representing a fins company like Toyota, one in which my father in law worked for almost 20 years. It's obvious that management reads these reviews but has absolutely no plans on changing the culture there. Hey Lorenzo, I'm sure I'll see you at some Job Fair soon because with an attitude like yours, not only will you soon be unemployed, but your chances of success in ANY industry are nill. Thank you Carlsbad Toyota for treating my employee with the respect and dignity she deserves. Not only will I never recommend this Escondido dealership to anyone I know, I will go out of my way to make sure nobody I know every buys a car or gets service from this wasteland.

DISHONEST BUSINESS PRACTICE, INCLUDING THE SERVICE MANAGER ...BEWARE .... - I took my 2010 Prius in for a -major- service at 60K miles. this means well over 35 inspection items, plus replacement of some parts and of course changing oil, etc. I had their published discount offer ( well within the expiration date, etc). Once I went to pay and handed them my promo--discount coupon they had sent me, - they would NOT honor it. When I objected, then they said OK, but they would apply only HALF the amount of discount. I saw no logic for this bait and switch shady maneuver, so I insisted to speak to the Service Manager. His logic was also flawed as he refused to honor the discount coupon with a flimsy argument that I had eliminated their highest commissioned part of my service - which is to replace the cabin air filter ( for the AC). This is something the Manual states I can do on my own ( simply wash it) and did not want to pay somebody almost $60 to do. The rest of the Major Service was done including brakes, tires, engine, etc. Basically I was at first told OK, - then ripped off once checking out to pay. They are completely dishonest and look to screw some Clients for every cent they can. Extremely disappointing service, I will advise all friends to steer clear.

Review: I went to Toyota of escondido to buy a new car. The salesperson asked if he could check my Honda Element and come up with a trade in price. I said

that would be ok. When they were checking my Honda they broke the alarm system. When I confronted the salesperson about the problem he said

they could check it; but I would need to leave it since there were other people in line. When I talked to a manager he said I would have to take it back

where I bought it and walked away. So basically Toyota of Escondido broke my alarm system and refused to repair it or even look at it in a timely

manner. I am now stuck with an alarm that does not work properly [the red alarm on light will not shut off]. I have no recourse other than to go to an

alarm store and have it fixed.Desired Settlement: I think the dealer should take responsibility for the damage they caused my vehicle. I will never go back to this dealer!

Business

Response:

Customer was offered for us to inspect the alarm on his vehicle. Customer didnt want to wait. We offered to have it fixed, but we do need more time then customer was willing to allow. Customer needs to be able to leave the vehicle for us to inspect it. Customer was very angry and unwilling to wait. We offered to repair another day if customer wanted to leave and come back. We were more then willing to get vehicle repaired, Sales associate [redacted] spoke with customer. Customer has to be willing to leave vehcile if he wants it repaired. Unfortunately repairs do take time, therefore we need the vehicle for an extended amout of time in order to determine what the repair will be.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

My attorney has advised me that under no circumstances should I return to Toyota of Escondido. There is no way I will not be very tense. They may "goat" me until I loose my temper. Because I would be on there property they would have the right to physically restrain me are even worse cause me physical harm. I feel that this dealership is incompetent and even worse has no integrity.

The course of action I have decided to take is to have my Honda repaired at a professional car radio/alarm business. I will then submit the bill, along with a full report of this incident to the consumer affairs division of the District Attorney's Office. [I have already ordered the forms].

On my part, I intend to tell as many people as possible about the lack of professionalism and integrity at Toyota of Escondido.

Regards,

Review: We were very clear when we were looking for our vehicle that the monthly expense was very important to us. That we needed to stay under $290 a month. Our sales person was great but then the guy that does the price haggling came in and and was very rude and pushy with us. He made religious references and demining comments about women. He was very pushy about us accepting his deal of $287 a month out the door. We shook hands on $287 and went back to finalize paperwork with the financial department. When we got there we were presented with paperwork estimating the cost of an alarm system on the vehicle. We were under the impression that an alarm came with the vehicle because the paper posted on the vehicle showing the features of the vehicle stated, "Anti-theft System with Alarm and Engine Immobilizer". They ended up deactivating the alarm before we left with the vehicle. After we turned down paying an additional $100 a month for the alarm system they recommended that we purchase G.A.P. coverage, making our payments $301 a month. She said if we left with the vehicle we couldn't add G.A.P. coverage after the fact. Since it was a Sunday I could not call my insurance company to inquire about G.A.P. coverage. She told us that if we added G.A.P. coverage that day then we could cancel in later, after we spoke with our insurance company, and that the payments would go back to $287. We activated G.A.P. coverage with out insurance company that Tuesday for $14 a year and called to cancel G.A.P. with Toyota. They sent me the form to cancel and I returned it to them early Thursday morning. When I turned in the paper they said that the money would be credited back to our principle and that our payments would remain at $301 a month.Desired Settlement: I want Toyota to adjust our monthly payments back to $287 and reactivate the alarm in the vehicle.

Business

Response:

Spoke to the customer and offered to flat cancel their contract and have a new contract signed without the GAP coverage. Customers will be in dealership Saturday March 8th to resign new documents. New Contract must be signed in order to cancel original contract. Recontract ok per our GSM. [redacted].

Review: Found a car advertised online (scionescondido.com) for $17690. Emailed to check availability. never received a response, but while looking at their website noticed they had 3 of the exact same model, advertised for the exact same price, so we took the 45 minute drive to look anyway. Asked the first salesman about the online price and was told the price would be matched from THEIR website no problem. Drove the car, after they switched salesman on us, and were again promised if the price was on their website it would be honored. We sat down to start the paperwork and were told that the price was incorrect on the website and would not be honored. We left. I called about 3 hours later, because we really wanted the car. Spoke to Hector, who said there was nothing he could do but he would have his manager call me tomorrow. I waited all day for a call, but at 4:30 decided to check in with Hector to find out why I never received a call. He said call Oscar Negrete to get help. Called 3 times trying to reach someone and was not answered or returned. Sent an email asking for help. In the meantime, I called toyota customer service and was helped by a lady who would work to get me the car I wanted. 6:15 that night Oscar calls to tell me ALL 3 of these cars sold... in the 3 hours since I last talked to Hector?? We had words, he pointed out that I make mistakes (always a nice touch...) and told me he wanted to make me a deal on a 2015... I have several pictures of the FALSE ADVERTISING on scionescondido.com and am working with a dealer to get the car for my wife.Desired Settlement: Since I am working with another dealer trying to get the car, I really would just like a phone call from the owner. One in which im not called talked down to, lied to, or given the general run around. However, the quality of the staff makes me think a concerned phone call wont be happening. Unfortunate, since I will NEVER spend a penny with this dealer, service, sales, parts or otherwise after this experience.

Business

Response:

Thank you for bringing this to our attention. Our research indicates that those 3 cars were indeed sold on 2/8/2015 for the price shown on our regular website. We are trying to determine if the mobile site, which showed the incorrect pricing, was possibly hacked. Our internal IT department is doing what they can to look into this. We are extremely sorry we were unable to assist our guest. We regret being able to provide him with a vehicle and pricing to suit his needs. Our General Manager/Partner is always available to speak to customers, his name is [redacted]. Thank you for taking the time to contact us regarding this situation. If we can be of any assistance, we would be more than happy to help.Thank you

Review: My complaint is a basic service issue, I bought a vehicle and asked for an extra set of keys and key fob at the point of purchase, I was told that they would get back with me. The sales rep. contacted me asking how the vehicle was and asked me to refer further business to him, I asked about the extra key and key fob, I was told he would get back with me and have yet to hear from anyone at the dealership.Desired Settlement: All I want is an extra key and key fob/remote locking device. I spent a lot of money on my vehicle, I have always received at least two keys and remote access from every vehicle I've purchased. I recently bought a car from Honda and received three keys for the vehicle and a valet key plus an extra remote. the fact that I was blow of for something so small is a reflection of their customer support/service. I will not buy another car from them.

Business

Response:

Spoke with Manager in regards to this customer. We are providing customer with an additional key and key fob for his purchase.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I understand you feel the complaint has been resolved, however all I received was Revdex.com’s comment that I would get a key and key fob, I still haven’t heard from Toyota regarding picking anything up from them. I didn’t get what Revdex.com said I would get from Toyota.

Regards,

Business

Response:

I am sorry for the miscommunication. Please contact [redacted], the sales associate involved with the sale of your vehicle. You will need to get an appointment scheduled to get the key and the fob programmed. The manager who approved the key and fob is [redacted]. The direct line at the dealership is ###-###-####. Please contact [redacted] and he will get you taken care of. Once again, we are sorry for the error in communication.There will be a key and fob provided to you.

Review: On February 15, 2016 I went to Toyota of Escondido at 11 am with an appointment to check my Prius due to a "check engine" light. I was told that the charge was $120 unless I do the work and then they would remove that. My Daughter went back to the dealership after we left to pick up something out of the car that I needed. (emergency medical equipment) The man in charge of the repair said he had been trying to contact us and that the problem was a bad battery in the batteries in back of the vehicle. She called me from there and he said that the price would be $139 out the door including labor. I agreed with the repair and was told that I would be contacted when it was ready. On 02/16/2016 at approximately 11:30 am my Daughter dropped me off to retrieve my car. I was presented with a bill for the change of the battery, which is all that was done but the price was $326.91! I don't understand the difference in pricing. I feel like I have "sucker" written across my face because I got halfway home and the "check engine" light came on again. I called the dealership but it's 4:53 pm and I still have had no response.Desired Settlement: I would like this to be repaired correctly and please don't quote amounts that you know I will agree with and then charge me more later on. Just fix the damn car!

Business

Response:

Customer came in on 2/15 with check engine light on. Tech found it to be hybrid battery. When Assistant Advisor called customer he gave a quote for a regular battery.[redacted] realized he mad a mistake called customer right back before repairs were done with correct quote spoke to daughter had authorized for $326.91 for hybrid battery.Daughter did not let her dad know the price difference on the hybrid battery. Service Advisor went over the difference of the two batteries.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[ I am dissatisfied due to unethical business practices, they did NOT tell my Daughter what they claimed to tell her, I was totally surprised by this amount. It has come to my attention that this business is operating by initially stating a lower price and then they change it at the last minute. I have reviewed other feedback for this company and this seems to be their modus operandi. Most likely I won't go back to this business and I think it's important that the public know what has happened.]

Regards,

Business

Response:

Customer Relations Manager [redacted] spoke to customer's daughter [redacted] on 3/17/16 @ 2:22 pm. Listened to customers concern on what happened that day. CRM apologized to customer for any misunderstanding and confusion that might have accrued on that day. CRM offered to refund customer the difference of what had been agreed upon at the time customer brought vehicle in. A refund of $187.91. Customer very happy with end results.

Review: I'm having ongoing problems with my 2013 Tacoma PreRunner Radio. Toyota of Escondido Told me they would replace the part with a NEW RADIO. The radio was replaced and after a few weeks passed the NEW RADIO (as I was promised) started acting up as the previous Radio did. I notified Toyota of Escondido and was told that a REBUILT radio was used. I was very upset with the deception from the dealer after being told a NEW RADIO would be installed in my NEW TACOMA. I had to take the truck in for a 5th time to have repairs made only to be told "we cannot duplicate the problem so no repairs made". I am still having problems with the RADIO and Toyota of Escondido refused to address the deception and and fix the problem as I was promised by the Service Team.Desired Settlement: Replace the defective rebuilt radio with a NEW RADIO as promised by [redacted] the service manager at Toyota of Escondido.

Business

Response:

To whom it may concern:

Review: I bought a 2009 prius in summer of 2008 at this dealership. I purchased a refundable vehicle service contract for the battery for $1824. I was told that after 2 years I could get a complete refund if I did not use it. Well its been almost 5 years and never used it and wanted my refund. I tried to call the company they assigned it to in order to collect and the number did not work. I looked online and they had so many complaints that the Revdex.com gave them an F score and they are not in business??? I have tried to get resolution from toyota of escondido but they do not answer my requests I have made. The contact was toyota extra care through this dealership. They need to honor their contract and refund my $1824. Thank you.Desired Settlement: Refund of $1824 as per contract.

Business

Response:

Customer did purchase the reimbursement guarentee. It expires on 9/5/2014. After that date they can apply for the refund. They have to wait until it expires to begin the process for requesting the refund. Any additional questions please have the customer contact [redacted] at ###-###-####.

Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Contract date is wrong 60 months from date of purchase is 9/2013 not 9/2014.]

Regards,

Business

Response:

The Express Reimbursement Guarantee expires when the warranty expires which is 9/5/2014. The warranty term is for 6 years(72 months) 100,000 miles. The purchase contract was for 66 months. Therefore the warranty extended past the term of the contract. The contract is not wrong. It is correct, and it falls in line with the Toyota Extra Care warranty term. The dates on the ERG and TEC are correct. The customer will be eligible to apply for refund after 9/5/2014.

Thank you.