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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Roseville Toyota meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for Roseville Toyota include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 29 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

29 complaints closed with BBB in last 3 years | 7 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 10
Billing/Collection Issues 1
Delivery Issues 0
Guarantee/Warranty Issues 3
Problems with Product/Service 15
Total Closed Complaints 29

Customer Reviews Summary Read customer reviews

4 Customer Reviews on Roseville Toyota
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 1
Negative Experience 3
Total Customer Reviews 4

Additional Information

BBB file opened: December 28, 1989 Business started: 01/01/1980 in CA Business incorporated 02/06/1992 in CA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

CA Department of Motor Vehicles- Occupational Licensing (DMV)
8243 Demetre Ave, Sacramento CA 95828
https://dmv.ca.gov/wasapp/olinq2/
Phone Number: (916) 229-3126
LODInfoReq@dmv.ca.gov
The number is 15170.

CA Bureau of Automotive Repair- BAR
10949 North Mather Blvd, Rancho Cordova CA 95670
http://www.bar.ca.gov/
Phone Number: (800) 952-5210
The number is 165340.

Type of Entity

Corporation

Business Management
Mr. Charles Dean, General Sales Manager Ms. Jessica Romero, Customer Service Manager Mr. John L. Sullivan, General Manager
Contact Information
Principal: Mr. Charles Dean, General Sales Manager
Customer Contact: Ms. Jessica Romero, Customer Service Manager
Business Category

Auto Dealers - New Cars Auto Dealers - Used Cars Auto Dealers - Online Auto Repair & Service

Alternate Business Names
Roseville Toyota - Scion Roseville Toyota Certified Center
Products & Services

Roseville Toyota-Scion specializes in new & used vehicles sales,service & repair.

Industry Tips
Auto Repair - Road Signs of Good Business Buying a Used Car at a Dealership

Customer Review Rating plus BBB Rating Summary

Roseville Toyota has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 700 Automall Dr

    Roseville, CA 95661 (916) 782-2163

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/8/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I currently own a 2009 Toyota Corolla. Since I've purchased this car I've received one recall after another. The most recent recall issued is for a faulty passenger air bag. When I called to get further information about this recall. I discovered that the passenger seat is very unsafe and shouldn't be in use. As I have a family this quickly became a problem. Then The dealership informs me that they don't have the equipment ready to make the necessary repairs so they offered accommodations to those who can't "avoid using the passenger seat". I've made several attempts to contact Toyota and make arrangements for a loaner vehicle until the equipment is ready to repair the recalled parts. Toyota has given me terrible customer service and They are unwilling to accommodate my needs for the rental vehicle.

Desired Settlement: I would like a loaner vehicle from Toyota paid for by Toyota and a sincere apology for my inconvienance and terrible consumer experience.

Business Response: hello *******, I will contact my service department and find out what I can get handled.

Consumer Response: I appreciate the offer of a rental car however the offer to also pay the additional fee of insurance due to the constant defects of the vehicle sold to me by Toyota motor company is unacceptable. Due to the unsafe nature of the recall and the disclosed fact my family has been unsafe in the vehicle (due to the defective air bag) I do not feel it is in any way unreasonable for Toyota motor company to take responsibility for the FULL cost of the inconvenience of the rental vehicle (including the added insurance fees). 
Your very unsatisfied customer,
******* *******

Business Response:

I apologize for not being able to live up to your expectations. there is nothing else I can do. I cant get involved with your insurance policy or coverages. All I can do is offer to cover the rental expense. I would even go as far as reimbursing you for a portion of your insurance bill but you have to get your own insurance in your own name with the proper coverages. I don't understand why you wont up your coverage to comply with the rental agreement. We are trying to help.

8/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a 2012 Prius C at Roseville Toyota on Sept 1, 2012. I asked for wheels that I saw on another Prius C next to the car I bought and they said they could add those upgraded wheels. They charged me an additional $3495.00 for those wheels and tires. This week I went to get new tires and was told that they could not "by law" put tires on those rims because they were the wrong size. Additionally they said the tire was wearing away and there was a groove in the wheel well of the car because of the incorrect size. My brother took the car to Roseville Toyota to explain the situation and they just laughed at him. Calls to ******* **** (the owner) were not returned.

Desired Settlement: I would like the correct size wheels put on the vehicle so that I can buy new tires OR just put the on the tires that originally came with the car and refund my #3495.00. I'm probably very lucky the tires did not blow out while I was driving on the freeway.

Business Response:

This is ******* ****. I had **** ********, my service manager, contact the customer. **** inspected the car on the service drive when ********** brother took it in. **** pointed out that the right rear tire had a grove on the outside wall of the tire and also pointed out that the inside edge of the tire had the same grove which is an indication that the tire had been ran low on air. **** also inspected the face of the tire and noted that the tire was previously plugged and asked the brother if he was aware of it. The brother said yes he was aware and that he had to add air to the tire and had it repaired. **** asked permission to remove the tire from the rim so the inside of the tire could also be inspected and the brother refused to allow this to happen and he began to argue with ****. **** also pointed out that the other 3 tires were not groved and asked the brother if the tires had ever been rotated and he said yes a couple of times. **** pointed out that if the tires were rotated then all 4 tires would have groves from rubbing and this was not the case. The brother was insisting on us to pay for 4 new tires. The customer has been driving on those rims and tires since 9/26/2012. It must also be known that the customer purchased the car with factory wheels and tires and she chose those wheels and tires and asked for them to be added to her contract and we had them installed on 9/26/2012.

Consumer Response:

[A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID .11507612, , and find that arbitration is necessary.

Sincerely,

******** ******

Business Response: Good morning, this is ******* **** and I have been working on this with ****** ******. I spoke with ****** last week and let him know that we had already came to a resolution with the customer and that we had been working with the BAR on the issue. My service manager had the representative from the BAR call ****** to let him know what was going on. Can you please meet with ****** on this complaint. Thanks.

8/19/2016 Billing/Collection Issues
8/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Was quoted $2895 for truck shell at time of sale with a discount of $600 totaling $2295. After contract completed, dealer will not honor price quote or offer full refund of $2295 paid. Only offering a shell valued at $1399. Well below amount paid. I find this insulting and unacceptable, especially since they changed the deal after they received my payment. I need this shell as soon as possible as it is almost 30 days since I paid them for the product.

Desired Settlement: I would like them to honor their quote and provide me with a $2895 market priced valued shell. This would need to be in a timely manner as almost 30 days have past since they received my payment.

Consumer Response: To whom it may concern,

I would like to let you know that after my complain was filed the company reached out to me and we have come to an agreement. It will be about 3 weeks till the service is provided, but we have come to an agreement on it.

Thank you. 

Sent from my iPhone

 

**** *****

6/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently bought a 2016 Toyota Tundra Crewmax on May 10, 2010 by trading my 2013 ******** E350. The assistant sales manager name **** and financing manager name ***** helped me. After 2 week I was contacted by **** with a voice message of saying there is a great news for my financing. This is the first lie, I call **** and was immediately confronted by saying there is a problem with my financing. I was requested to make an additional down payment of $6000 on top on my initial down payment of $6000. I'm frustrated at this point when after 2 weeks time, to receive a called about financing when everything was suppose to be finalize. I have already cancel by extended warranty on my ******** and after two week, my monthly payment on the ******** was not paid off by Roseville Toyota. After two hours, I received a from ***** about a proposal. Roseville Toyota will like me to put an additional $2000 on my downpayment and Roseville Toyota will add additional money on the trade, I will remove my bed liner, and everything else will be the same. Therefore, my monthly payment will be approximately $600. I told *****, I will will give her an answer he next day because I will need to borrow money from my family to get an additional $2000. I called ***** and told her, I will be willing to put an additional down payment of $1800. After discussing with her superior, She agreed. I came to the dealership the next day to sign the contract. After signing the contract, I left the office and went to my car to review the contract. I notice my apr rate has changed from 3.39% to 3.98%, my dent care was also remove. I came back to talk with ***** about the changes. He said he didn't know. I was told, no one at the time will be able to help me and ***** is not at the office. I went home frustrated, look through my contract again and see that did not remove a lojack option but decided to remove other option without my approval. I tried called ***** and left a message but have not been contacted for a week now.

Desired Settlement: Rewrite contract to remove ******.

Business Response:


Please let it be known that the claim of no contact for a week is false. We have Contacted Mr. **** & informed him on why and how we came to the decision that was ultimately executed. This was not only communicated to him prior to him coming into sign the new contract but a second time while he was here, as well as a third time after his concerns outlined above were brought to our attention. To address his direct concern about removing ******, this is an installed accessory and our due bill document that Mr. **** signed twice clearly states that "all accessory sales are final." When we discussed the need to remove the bed liner due to the banks approval of only allowing a certain amount, the removal was possible due to the fact that the bed liner had not been installed on the vehicle yet, which Mr. **** understood and agreed to. As far as the overall deal and structure of Mr. ****'s loan he came out in a much better position and his payment was reduced by over 60dollars per month. the willingness of us as a retail dealership to absorb over 5,400 in discounts and trade value increases made the deal possible for Mr. ****. While we completely understand Mr. ****'s desire to have **** **** protection the banks unwillingness to give us the amount requested, coupled with the fact that Mr. **** was only able to come up with an additional 1,800 instead of the 6,000 that was required, led to the removal of that product as well as the other necessary discounts to meet the approval obtained. Outline discounts given: Selling Price-40,161 down to 37,558.06 Trade in Value-21,900 up to 23,400 Removal of Accessories- 1,352.55 (bedliner + tax Dentcare) total savings= 5,455.49 Financed balance went from 45,514.55 down to 38,354.00

Consumer Response:

I am rejecting this response because: 

First of all, no one from Roseville Toyota contacted me and I have phone logs as to when calls was made and received. I have contacted Janee multiple times, and she have never responded. I called Jessica, customer relation manager multiple times as well. The only called I have received was from Jessica on 5/3/16 as a voicemail to call her back, in which I called and left her a voicemail to call me back. From there, I had to follow up on 5/6/16 and was able to talk with Jessica. From my discussion with Jessica, she had made two attempt and her pet peeve is to leave voicemails which I had only received one. I do not know what kind of message she is trying to relay here. From Roseville Toyota response “all accessory sales are final”; makes no since as dent care and bed liner was also accessory, why are they not final? This sounds contradicting to me? As for the lojack being an installed accessory, there is no where in my contract stating this a preinstalled accessory. Sticker label from the car with options does not label lojack as a preinstalled option. It does not mention lojack at all. My due bill have a line item “activate lojack $595”, does not sound like a preinstalled option when the line item specify an amount of activation. If this was the case, the line item should say “preinstall lojack and needs activation”. There is no where in my contract or documentation to lojack being a preinstall accessory from the dealer. I understand Roseville Toyota willingness make this deal work but the failure to properly approving customer upon credit check, failure to response to their customer with problems, disclosing full detail of contract is unacceptable. 


Business Response: i am responding to ******** reply of dissatisfaction. To clarify his comments about no communication going back to him we have a call log that clearly shows 6 times I reached out to him with a left message and one of two of those times we spoke for 16 minutes and the other time for 6 minutes. we have been more than fair and factual with this gentlemen. at this point we have made an exception to refund the lien holder the security price as he wishes and move on from this business transaction. I have notified him that this will be taking place and he should see a credit to his account in the next few weeks.

Consumer Response:


Better Business Bureau:

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

 

 

I will accept the dearer's solution. A message to Toyota, I have never even spoke with this person "******** ****** ******". I just recently received an email from ******** about the refund check for the ******. Please provide your phone log as I know me and ******** ***** have never spoken. The only message I have was from *******, If we did, ******** ***** ****** would have been in my initial complaint to BBB. Please do not make up lies about contacting me, I know who I have contacted me and who I have tried to contact, definitely do not know who is ******** ****** ****** is. 


4/15/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A week before I got call form Toyota dealer ship that there is very very good deal for some who have Toyota car, so i am decided to going there and find the deal, i know some of dealer and manager there so i ask them to guide me, finally they lead fraud and sells a car by treat my old car. the next day i understand that the car was not what the dealer describe me, i go there and wanted them to cancel the contract and give me back my old car, they did not accept to return my car and start to offer me other cars and deals that i am not accept because i did not any more trust them. finally i ask them i wanted to speak with general manege that they ask one of their worker there who named herself AS CJ told us he is general manger(he is lyng) and there is no way to give back our car. I gave them key of the new car and came out of there!

Desired Settlement: i just wanted them to give back their new car and return me my old car. Actually i am complain of Mr. *******, Sell maneger there who want ** to coming and said the lies.

Business Response: Good afternoon *****, I spoke with my staff about this and they have told me that the customer was actually here last night and we dropped the payment $40 per month and that the customer is happy.

11/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Nightmare at Roseville Toyota

On May 30, 2015, my eleven year old son and I went to Roseville Toyota to get a closer look at a used *** that I had spotted on line.  I was looking for a used car that I could pay off in less than a year because I plan to buy a home.  We entered the Toyota Dealership lot and were greeted by a salesman.   I asked about the car that I had seen on line.  Next he took us across the street where the *** was parked on the lot.  I test drive the car around the block and the car ran good.  This car was a 2006 *** 325I with 108k miles on it.  I felt comfortable buying this car because I had owned 3 *** 3 series automobiles previously and the salesman informed me that the dealer had performed all of the required maintenance and had checked the car over for any mechanical problems.
We sat down to discuss my information.  I informed the salesman that I had been pre approved with ******* *** and did not want to run my credit again.  He assured me that another credit inquiry wasn’t necessary and he would not run my credit report again. (Later that week I received 6 credit inquiry letters and confirmed with ****** ***** that my credit had been ran numerous times from the dealer.)
After a couple of hours of arm twisting and wrestling with the finance manager, I purchased the car.
The dealer had set up my financing with another bank.  They called me back after a few days to change my documents to ******* *** and have me sign the new contracts. (As I had stated to the finance manager on my purchase date)
The first three days I drove the car to work, I noticed that the driver side door lock would sometimes stick in the locked position.  I had to climb out of the passenger door to get out.  I returned to the dealer and they confirmed the issue.  They told me that they would perform the repair because it was a safety issue.  I had a friend pick me up while the car was repaired.  Later that day I returned and picked up my car.
The next weekend after owning the car for about 2 weeks, I decided to take my friend to Redding to visit her Mom.  We drove up I5 and when we got to woodland, the car ran hot.  I pulled off the road and let the engine cool.  I noticed anti freeze leaking.  I refilled it and was able to drive home.  I drove the next week without incident
The next week I attempted to drive to Chico.  We were 5 miles out from town when the car ran hot again.  I pulled into a gas station and noticed that fluid was leaking again.  I refilled the reserve tank and was able to drive into town.  I drove back home to Citrus Heights without incident.  I went to my mechanic and had him look at the car.  I was planning to drive to Santa Cruz for a short vacation with my son and girl friend.  He noted that the thermostat was sticking.  I had him replace it. The cost was 400.00.  I drove to Santa Cruz without incident.
The next day I was driving my son to school and the coolant light and heat light came on.  I pulled to the side of the freeway and let the engine cool.  I later dropped my son off at school and continued to go to work. 
The next day I went to the dealer and spoke to the Customer Service Manager.  I explained the problem I was having and asked him to determine what was wrong so I could have it fixed.  He told me that there was nothing he could do because I did not purchase a warranty.  I told him a warranty is to fix a car that breaks, not a car that obviously has a problem when it was sold. He refused to help.
 I was driving home with my son on the freeway when, well yes the car ran super hot again and we were stranded on I80 freeway near the Greenback Lane exit. I had my car towed home as it was late in the evening and towed it again the next day to my mechanic. My mechanic ran a diagnostic check.  He determined that the water pump was not performing to specification to keep the engine from overheating.  I replaced the water pump.  The cost was $881.00.  My mechanic also informed me that I would have to purchase rear tires, as both of my rear tires were bald to the steel belts.  I told him that the tires were new and the dealer had put them on the car 3 months ago (6000 miles).  I went to my tire mechanic and had him inspect my car and tires.  He noted that the tires were badly out of alignment and that’s what caused the tires to wear out prematurely.
I went back to the dealer on the next Friday again and spoke to the Service Manager.  He was very upset with the quality of work performed by his reconditioning shop.  He stated that the car was not safe in its present condition and he would never let anyone drive a car off of his lot in that condition.  He gave me a loaner car and checked my car into the shop.  He stated that it needed to have the wheels aligned and the rear tires replaced.  He apologized for selling me a car in poor repair.  My car was in the shop for 5 days, as they did not have the tires on hand.  I picked up my car the next Tuesday.  I went home and washed my car immediately, as it looked like it had been sitting on a back lot.
I noticed that my hood had a big dimple on the passenger side that appeared to have been caused from the underside of the hood.  I opened the hood and noticed metal shaving near the strut mounts, scoring on the cross bars and a dent on the backside of the hood.
Again, I returned to the dealer and met with the Service Manager.  He was amazed at the condition the recondition shop left my car in.  At this point I was beyond exasperated disappointment with this vehicle purchase experience. My car was send back into the shop for dent removal.  I telephoned the service writer around 5pm to see if my car was ready.  She told me that my car was on its way back from the shop; however she recommended I pick it up the next morning.  I called and left a message for my service writer (*****).  She was not able to return my call.  I followed her advice and returned to pick up my car at 5pm.  She came over and told me that I would have to re check out a loaner car, as she had inspected my car and could see the dent was still in the hood.  She was going to have someone else try to remove it.  I checked out a loaner car and returned back to work.  I had worked about an hour when I received a call from ***** that my car was ready for pick up and looked great. (No dent)
I returned and picked up my car.
Now I understand you take a chance when you buy a used car, however I chose to trust a major dealer (Roseville Toyota)and not one of the small shady dealers on Fulton Ave.  I really did not expect to have such a horrible car buying experience.  Most of the staff was very pleasant, however I feel that the dealer wasted a lot of my time with issues that one would fell would have been uncovered during the vehicle inspection and reconditioning process.  If the salesman was telling the truth.
I feel that I was forced to purchase a ** **** contract and Dent repair.  They were supposed to be free; however they were on my contract.
I would like to be reimbursed for the repair cost of the items that were apparently in ill repair prior to my purchase(thermostat and water pump) and the products I was forced to buy.(** **** and Dent repair)
I take full responsibility for any future repairs.  I just feel like the dealership does not value my time and they don’t mind wasting it.  I understand I can’t do a lot about the extra credit inquires, however I will post my experience on a few social media sites.  I hope this doesn’t happen to anyone else.

I look forward to speaking to you after you review my experience.
****** ******* ************ *****************

Desired Settlement: I feel that I was forced to purchase a ** **** contract and Dent repair. They were supposed to be free; however they were on my contract.I would like to be reimbursed for the repair cost of the items that were apparently in ill repair prior to my purchase(thermostat and water pump) and the products I was forced to buy.(Lo Jack and Dent repair)I take full responsibility for any future repairs. I just feel like the dealership does not value my time and they dont mind wasting it. I understand I cant do a lot about the extra credit inquires, however I will post my experience on a few social media sites. I hope this doesnt happen to anyone else.

Business Response: I had contacted the customer last week and he has already came by and picked up a check for the refund.

Consumer Response:

I am rejecting this response because: I would really like to close this transaction and move on. 

I received a credit today for $569.16

******* **** ***e cost = $599.00

Tracker for ** **** cost = $189.00

** **** cost = $695.00

Total cost = $1483.00

 

 


Business Response:

I have all the supporting documents that show where ****** had re-signed a new contract without the ******** product and ****** at a reduced price of $527.00. We refunded his lienholder the amount of the ****** plus tax equaling $569.16. The tracker amount was never discussed by ****** to me when we talked on the Phone two weeks ago. I will go ahead and send a refund check for the $189.00 as well on behalf of customer service. I spoke to ****** tonight and he will go home and review his documents and also call his lienholder to confirm that the original amount of his loan did not include the ******** and reflected the lower price for ******.

9/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I took my truck into Roseville Toyota because the check engine light came on. The repair was 600 miles out of warranty and they refused to cover it. Supposedly it was fixed, but it wasn't the check engine light came on not 1 but 2 more times. The first part failed and then after the third time it went in they had diagnosed it wrong to begin with. Unhappy I received a customer satisfaction survey from Toyota and I answered it honestly, horrible horrible service!!! Not 12 hours later their BEST service advisor *** *. called and bitched for 15 minutes about how lost $2000.00 because of the survey. Not once did he ever ask how he could of made it better, as a matter of face no one has ever asked that question.

Desired Settlement: I want my repairs looked at closer and I want ALL of my money back! Toyota really needs to look into how they conduct surveys because now you have a very angry service advisor that has my personal information. Calling a customer and acting hostile and confrontational is absolutely without a doubt not good business!!!

Business Response: i am very sorry for the delay of this response. My service manager had typed out a response and for some reason it did not go thru. i have spoke with **** ******** in our shop about the situation. He has reassured me that the repairs performed to Mr. ***** truck were Justified. I see why Mr. **** would be frustrated, it is never easy to have to deal with multiple repairs, but the repairs were two seperate reasons. I will address Mr. ******** myself and handle his behavior personnaly. I apologize for his comments about his pay and his survey and he will be reprimanded for it. 

Consumer Response: *** ********s hostile behavior was way out of line and something more than an apology should be done!
It's obvious they refuse to refund the money I've asked for. The simple fact this will be on the BBB website so other customers can see how they treat previous customers is enough. My time and energy is more valuable than their garbage service they provide to customers. They do not return phone calls, emails, oh and forget to send the response to you. See the pattern here?! They are very busy constantly putting out fires in this service department. The person who responded didn't even state their name. Again unprofessional!

P.S. The truck was taken in 3 different times, one of those times was for failed parts they installed. But you keep thinking everything is fixed. 

9/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Monday, August 31, 2015 my partner, **** **** and I (******** *****) went to John L. Sullivan Roseville Toyota to look at a Toyota Corolla as a comparison to a Honda Civic that we going to view next. Our intention was to trade in our 2014 Kia Soul for a new vehicle. We test drove a 2015 and a 2016 Toyota Corolla LE. We revealed to the dealer that we were potentially upside down in our Kia Soul and we had no money to put down. We were upfront about our current payment and the loan balance of our Kia Soul. The sales person and we sat and met with a preliminary finance man who presented us with what they had to offer concerning financing options. The first finance option presented indicated charges for car options that we were not in agreement or discussed earlier. The options were for Dent Removal Protection and LoJack. I said we did NOT want these options. The other finance option was the down payment of $8000 required. This was not possible! After several hours, we walked out to our car, (Kia Soul) prepared to drive away when a closing finance person ran out. He presented $ -0- down with 84 months finance terms and a payment of over what we would afford. I stated that we could not and did not want to finance 84 months. We also needed our payments closer to $375 per month. He came with another finance offer stating that the term would be $399 for 75 months and that the EXpress Dent Removal Protection and LoJack were added at NO COST to us. I said we have NO need for either option and do not want it. He stated to make the deal it was included and there is NO charge. He also stated that the LoJack was an installed option that could not be removed. This was not the case as all their vehicles have LoJack installed and it a protection package that John L Sullivan offers for their customers. ************************************ ******** **********

Desired Settlement: We request re-negotiated contract with removal of all three optional goods, as they were added charges to our contract and finance terms. We did not agree to pay for either under any circumstance.

Business Response:

We responded to the customers complaint by fulfilling their cancellation request and forwarding a check to Toyota Financial Services for the disputed amount. As per our dealer agreement with Toyota, all insurance product cancellations must be refunded to the lienholder and are used to reduce the customers loan balance. The customer purchased the vehicle August 31st, the loan docs were sent to Toyota,  and funded.  We overnighted a check to Toyota Financial Services on September the 8th, 2015 for the cancellations.


Thank You,

**** **********    

Consumer Response:  
Better Business Bureau:

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


******** *****
9-15-2015

9/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We have complained several times about the predatory advertising directed at bankruptcy - just recently in fact. Now we are receiving advertising emails from this company and want them to remove any and all information related to ********* ******** & *** ********, and to stop emailing ******************** - they have this address because I emailed to ask them to stop mailing bankruptcy offers. I know they contract outside services for some of this but feel its the responsibility of the company that contracted these services to make sure we are not harassed.We will seek legal action if we receive one more piece of advertising or ANYTHING from Roseville Toyota. This is incredible.

Desired Settlement: No more snail mail, no more emails, no phone calls - NO CONTACT FROM THIS BUSINESS WHATSOEVER!Apologies for the rant, but this has been going on for at least 3 yearsthen finally contacted BBB!

Business Response: I will have their names removed from all of our marketing campaigns.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. But they have said this many times before - I hope this time they fix the problem.  Thank you, ********* ********

8/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ON JULY 12 2015 I "PURCHASED" A 2015 DODGE JOURNEY SXT FROM ROSEVILLE TOYOTA. I HAD A SPECIAL SITUATION WHERE I HAD TO TRADE IN MY CURRENT VEHICLE TO FREE MY SPOUSE FROM THE LOAN SO WE COULD BUY A HOUSE. HAVING A FEW FAILED ATTEMPTS AT OTHER DEALERS, WE HAPPENED TO GO TO ROSEVILLE TOYOTA. THERE WE MET WITH SOME OF THE MOST CROOKED INDIVIDUALS ANYONE CAN DO BUSINESS WITH. ***** ******, **** *******, AND *** IN FINANCING. I GOT A "SPOT DELIVERY" WITHOUT THINKING MUCH OF IT TRUSTING THEIR WORD I DROVE THE CAR HOME. WELL THIS EXPERIENCE HAS MADE ME THINK TWICE ABOUT TRUSTING THE WORD OF ANY "MAN" LIKE ***** ******, **** *******, AND *** IN FINANCING AGAIN. THESE SO CALLED "MEN" AKA SCUMBAG VULTURES DID ABOUT 15 INQUIRIES TO MY CREDIT SCORE. AFTER THE FIRST 5 YOU WOULD THINK THEY WOULD GIVE UP. IT WAS NOT UNTIL JULY 23 2015 THAT THEY CONTACTED ME SAYING THEY COULD NOT GET FINANCING. THIS GOES OVER THE 10 DAY RULE IN CALIFORNIA. BEFORE JULY 22 2015 WE DID NOT RECEIVE ANY CALLS REGARDING THE MATTERS AT HAND. I WAS VERY DISPLEASED WITH ALL THE LIES AND UNPROFESSIONAL DEMEANOR THESE PEOPLE HAVE. I HAVE AN ANXIETY CONDITION AND THIS WHOLE EXPERIENCE HAS KEPT ME ON EDGE AND NOT BEEN ABLE TO SLEEP OR RELAX. I DO NOT RECOMMEND THIS PLACE TO ANY ONE EVEN IF I HAD AN ENEMY I WOULD NOT HAVE THEM GO THROUGH WHAT I WENT THROUGH. ***** ******, **** *******, AND *** IN FINANCING ONE THING TO YOU "MEN" GOOGLE UP THE WORD MAN AND LEARN FROM IT BECAUSE YOU BOYS ARE FAR FROM IT

Desired Settlement: BE HONEST TO PEOPLE AND CORRECT AND PAY FOR THE PAYMENT THAT WAS DELINQUENT ON MY 2009 ACCORD EXL TRADE IN THAT THEY DID NOT DO ANYTHING WITH DID NOT MAKE A PAYMENT AND I HAVE NEVER BEEN LATE OR DELINQUENT ON ANY PAYMENT UNTIL I CAME TO ROSEVILLE TOYOTA!!!!!!!

Business Response: BBB Complaint Number: ******** Sunday, July 12th, 2015, the client and his wife visited Roseville Toyota Certified Used Car Center. During the visit, the client expressed interest in purchasing a seven- passenger SUV and wanted to trade-in a ***** Accord that he and his wife were co-owners. The client stated the primary reason for entering into the transaction was to trade in the ***** Accord to remove the client’s wife from the debt of the Accord loan. They wanted to purchase a house and said their home loan officer advised them they could buy a home under the wife’s name only, provided the ***** loan was paid off. One of our Sales Associates helped them select a ***** Pilot, proceeded by a test drive and write-up offer to purchase. We determined the ***** pilot was too expensive. The payment was too high in relation to the client’s income. We notified the client that obtaining financing would be difficult based on his income alone. We asked to include the wife as a co-buyer to lower the payments and improve the financial quality of the application; they declined. We let the client know we would need to find a less expensive vehicle. The client agreed and again reconfirmed the main goal was to trade-in the *****. Upon reviewing our inventory, we found a vehicle similar to the criteria given by the client. We test drove the vehicle. We entered into a second write- up offer to purchase. We determined the payment structure may be acceptable to a lender. Numbers were presented to the client; he agreed then took delivery of the vehicle. Tuesday, July 21st, 2015, we called and notified the client that the loan was not approved; lenders wanted additional monthly income or a co-signer. The client denied both. We advised a 10-day letter would be sent. Thursday, July 23rd, 2015, we attempted to call the client; we were unable to reach him. We received a return call from his wife, she indicated he was at work and he wanted her to call on his behalf. She was concerned the monthly payment on the ***** trade-in was due and the vehicle had not been paid off. We advised her we couldn’t pay off the existing loan until the new loan was approved. She said that she did not have the money to make the payment because they used most of their cash to make a down payment on the vehicle purchase. So that she could make the car payment, we mutually agreed to unwinding the purchase transaction by noon the next day, and returning the down payment. The client did not return to the dealership the next day. Saturday, July 25th, we received a call from the client. The client stated he spoke to a lawyer. The client stated we were now his bank. We told him the 10-day letter had been sent. Sunday, July 26th, the client called and said he received his 10 day letter and asked us to have his down payment check ready the next morning, he was returning the vehicle; we agreed. Monday, July 27th, the client’s wife returned the vehicle and purchased a new **** in her name.

7/31/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My partner and I have sent emails, phoned and returned countless pieces of unsolicited, predatory mail from Roseville Toyota/National Processing Center over the past year with only temporary success. The mailings stopped for a few months but started again last week; we just received the second mailer in a week. I have crossed out our names and address, requesting permanent removal from their mailers. The mail comes under******** ********** ******* ***** **** ******* **** ******* ****** ** *****. Roseville Toyota / National Processing Center are preying on people who have gone through bankruptcy, abusing the public information as far as I am concerned. We have no intention of buying new cars and certainly not from this place. What recourse do we have if they don't stop? Is the BBB a good place to report this?

Desired Settlement: we just want the harassing mailers to stop, permanently.

Business Response: my apologies, i will have your information flagged again in our system. we pay to have letters sent out to customers who have finalized thier bankruptcies and have shon an interest in re establishing with an auto purchase. the company that provides the letters must not have removed your information from thier system. we will ask them to remove your name from any of our mailings. sorry again.

Consumer Response:

After calling Roseville Toyota Scion directly several times over the past couple of years, requesting to be taken off their mailing list (without success), we filed a complaint with BBB (don't remember how long ago). We received an email from BBB that the business had been contacted to correct the problem. Today there were two more letters to my partner & myself. Perhaps the problem is that these mailings are coming from ******** ********** ******* ***** **** ******* **** ******* ****** ** ****0, but isn't it Roseville Toyota's responsibility to take care of getting us off their list?This feels like harassment and if it doesn't stop, will contact an attorney to see if there is anything we can do legally, if BBB can't help us - or what do you suggest?We have no intention of purchasing vehicles, and certainly not from a business that harasses people.

To be permanently removed from any and all mailing/phone/email lists, no contact in any form, for any purpose - we want no contact from this business.

Business Response: Can I please get a copy of the letters to see where they are coming from and so I can make sure it stops.

Consumer Response:  
Better Business Bureau:

The return address on the envelopes is ******** ********** ******* ***** **** ******* **** ******* ****** **  *****.  We would appreciate Roseville contacting this company to remove our names from their mailing list.  This is inappropriate marketing and must stop.

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me - as long as Roseville steps up and takes care of this.



7/23/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: May 2014 I bought a 2010 Corolla car. I dealt with Internet sales guy, ****** ***** whom no longer works there. Found out they had put the wrong battery in the car within the first week of having the car. I got stranded several times until I took the car to ****** and they said the battery was too small, wrong size. I called Roseville Toyota to give them every opportunity to make it right and reimburse us for the battery and they pretty much said it was our responsibility and blew us off. The vent clips were all broken when I first got in the car at the dealership and we asked if they would fix them, ****** said they would replace them all. Called several times and spoke to the sales manager, never got a call back, they seemed to ignore me in regards to the replacement of the broken clips. My daughter finally went there a year later, after I called again and again throughout the year, to get the issue resolved. I NOW LIVE IN SOUTHERN CALIFORNIA AND THE DEALERSHIP IS IN SACRAMENTO COUNTY 6 HOURS AWAY! My daughter asked for a manager and waited 25 MINUTES to showed him the car and explain the situation. He said that unfortunately ****** was fired for making claims like this AND THAT EVERYONE KNOWS TO GET THINGS LIKE THIS IN WRITING. The only resolution offered was to extend use of his employee discount to get the parts, they were over $200, my daughter went ahead and bought the parts. Today, I am in Arizona and just discovered that the dealership had used superglue to fix a broken odometer button. The 122 degree AZ heat melted the glue. I'm not surprised that with this discovery since it seems they will sell any lemon to unsuspecting victims. They told me that this car was the dealership's loaner car and I should be very confident that it was well maintained, apparently this statement was highly inaccurate.

Desired Settlement: I would like to get all the repairs done by a different Toyota dealership and receive reimbursement for the parts and repairs I have had to make since I have purchased this car. This will be to include the reimbursement for the new battery, the purchase and installation of the new vent assemblies, and the purchase and installation of whatever it takes to fix this broken odometer button that they tried to hide and sold to me knowing that it was not properly repaired.

Business Response:

This complaint has been resolved according to ***** ****** who is one of my sales managers. Can you please contact the customer and update me of any other concerns they may have. thanks.

6/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

To whom it may concern: I am an 81.5 year old female who lives alone and has one son who lives in Rocklin who does not help me. I am living on social security and am low income. I am going through periods of forgetfulness with short term memory. I am losing valuable things such as my ******** ******* card and a Toyota hybrid key, among other things.

On Tuesday April 28, 2015 I went to Roseville Toyota to get a key made. After waiting for 2 hours I went and got coffee. When returning to the waiting area I was approached by ***** *******, as salesperson, who asked me why I was there. He asked me what kind of car and would I be interested in a new Camry. I said I do not want a new Camry. That I could not afford one and why would I if I only owed less than $3,000. He told me he was from Nepal and that he had a relative that was sending him pictures of the earthquakes devastation so he showed me pictures. He said as long as I was waiting he could get a team member to drive me around the lot. I test drove 2 Rav 4’s.

I kept telling them I did not want another car, nor could I afford one. His team kept working on me. Finally after a couple of hours I said I would buy another care. (I am a very kind, general person who takes disasters very hard). ***** kept saying he was going to donate half of his earnings to Nepal. Then they starting working on me to buy a 2006 Rav4 and then I was there from 9-5:30pm with only a coffee, yogurt, and water. Then they kept at me to trade my car for that Rav4. The payments were too high, as was the interest. I told them I was living on $1,300.00 a month and had association dues that average $411.00 a month. I said I could not afford high payments. Then came the down payment-they kept begging me for more and more. Finally I said I could give them $5,000 but that money was in my savings account for a new furnace.

They hustled me into the finance dept. When it was all over, I got robbed and take advantage of. ***** handed me a key. I said where is the 2nd key. He said people only turn in 1 key. I go to the car and say what about the mats, cargo cover, net and upgrade on those cheap tires. They said I bought the car AS IS and that is all I get. (Previously ***** got two bags to unload my car of my personal stuff. He rushed me and I didn’t get all my stuff). ***** asked me for a check. I said I could give him my ******** ******* card. He said no. I told him I could go to the bank the next day, he said no. He asked me if I was going straight home and asked me again at the car.

I got home tired to call him to bring my mats. He did not answer. He drove up in the driveway honked his horn, and when I got out there he took my check, placed my 4 Runner mats on my garbage can and left. He didn’t give me my Camry mats. On Monday May 4, 2015 I went to CarMax and got an appraisal for the Rav4- and explained to the agent what Roseville Toyota did to me. The gave me $10,000.00 appraisal and said they probably would sell it for $14,00.00. That is nowhere near what Toyota did. He met with other agents and they agreed I should go back to Toyota. So I did. They said Toyota should give me a check for $6,000.00 for the unnecessary charges. I met with Tim Whitehead, in finance and he worked with me to reduce it approximately $2,000- but still wouldn’t go lower. Roseville called me 4/29 and set up appointment for Thursday to do unnecessary work. I cancelled that appointment.

I am trying to get DMV’s investigator to contact me as they handle these complaints. Toyota was searching for someone to give me a loan. So far I received one from **** who denied-unable to verify sufficient income. Also one Travis Credit Union. I am still so very upset and can not sleep through the night. I was taken advantage of. My girlfriend said it was Elder Abuse.

Now I have an old car, no prepaid maintenance and a loan for 6 years, On 4/29/15 I asked how much to buy back my car. I did not get a response. Apparently they already sold it. The only thing I did not like about my Camry was hard to see backing up, They said they could put a camera on the Rav4. Why didn’t they tell me they could have put on my Camry?

Desired Settlement: I feel Toyota should give me the price they sold my car for plus $5,000.00 down payment plus $486.09 for my key. My Camry had everything and it was clean and in excellent shape.

Business Response: We have addressed and fully resolved the customers concerns regarding their recent purchase with us.  We cancelled and refunded the purchase price for the Backup camera and Cilajet protectant since the customer no longer wanted those options.  We refunded the customer the cost of the key they purchased for the Camry they traded in as the car was now in our possession.  We also provided the customer with a spare key, floor mats, and a tonneau cover for the Rav4 they purchased.  All of the customers concerns have been resolved and the customer is happy.  

Consumer Response:

Please be advised Roseville Toyota has resolved my complaint. I am satisfied.

Thank you,

******* *****

5/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ****** sold to me a USED car that was represented as a NEW.First owner returned this car with urine smell,(Fin Mag.told me)Owner returned it because it was not big enough for his family and got a bigger car(Gen.Magr ******* **** said)Owner couldn't financed from bank.I brought in 2010 ** *** Gold ***** 35,000+Mls KBB is worth between $31-32.000 if I sold it privately ****** Reps told me that in excess of this figure they would put me into a BRAND NEW 2015 Rave4 instead of a used Rav4 2013 w/7,000+Mls I was looking to by.They agree to honor the installation:DENT PROTECTION COATING,4 BACK SENSORS,LOWJAK,THEY OFFERED A SIDE MOLDING at no charge.The process was drugged on for 71/2 hrs.wich lead to a Decisive advantage in my situation At 10pm as you can imagine I was very exhauted,hungry,and sick with allergies I signed lots of documents and left.Nex day they call me back to re-sign second contract upon reading I notice it said USED I asked WHY? Fin. Mgr.said first contract had a mistake,so 1th Fn.Mgr was removed from his job. English is my second language therefore I did not understand the contractual terms,felt confused at times I thought I was getting a good purchase after. upon signing the second contract, I noticed it was a LEASE CONTRACT which it never was mentioned I DID NOT ask for either,Legally I been robbed because they offered 27,000for for ***** they gave me 22.303.14in trade-in they charge me for all items mention above.I still ow them 15,160.by 3//18 for a USED CAR /Cruelly humiliated,laughed at, embarrassed and threatened by General Mgr. ******* ****,I stood up from negotiation tabl, and as I was walking out Mr. **** said to me "I guess we are done, I could take your new car and keep your *****"with smile, I left humiliated with tears, I suffer emotional distress,fell herlpless and hopeless.Hope my bad experience help others to be CAUTIOUS dealing with ROSEVILLE ****** DEALER.PLEASE PUBLISH THIS COMPLAINT for the sake of the public. THANK YOU

Desired Settlement: I ASK THAT THE LEASE CONTRACT BE VOIDED AND A DEAL BE MADE FAIRLY AT THE PRICE IT WAS OFFERED INCLUDE THE USED ***** IN A CROSS THE BOARD TRADE.ALSO: DENT PROTECTION COATING, 4 BACK SENSORS,LOW JACK AND SIDE MOLDING BE INCLUDED AT NO CHARGE I WANT TO CANCEL TIRE PROTECTION PLAN, THIS MONEY TO BE RE-ENBURSE TO MY CREDIT CARD **** IF ALL OF THIS IS UNACCEPTABLE, I ASK TO BE RETURN MY ***** IN THE SAME CONDITION AS IT WAS GIVING IT TO THEM. I DOn't WANT TO HAVE BUSINESS WITH THIS DEALER Im scared

Business Response: Mrs. ***** came to our dealership for the first time on 3/24 and was looking at a number of vehicles including the exact vehicle that she is referencing. she spent quite a bit of time here that day and tried to negotiate a deal for her trade and also our vehicle. she left that night without purchasing because we could not come to terms that were agreeable. she did not rush into a decision. she returned the next day and spent a couple of more hours trying to negotiate more and left again because we could not agree on terms that worked for both parties. she is a very good negotiator and took her time before making decisions. she returned the next day, for a third time, and worked with ** ***** who is the grandson of her husband who had recently passed away. she was reluctant to work with ** at first because of something that had happened years ago as she referenced to me that he was a TROUBLED kid. she told me that after thinking about it for a while she had decided to put her grudge against him behind her and wanted to start fresh. she had been trying to negotiate a straight trade, her 2010 ***** for our 2015 Rav 4. two days in a row she knew this was not even close to a deal and was negotiating to pay the difference which she really didn't want to do. ** presented her with a 1 pay lease which is a 3 year lease with only one payment up front and a residual balance at the end. ** explained that this would also allow us to buy her ***** from her and we would also give her back $5000 as the amount of the 1 pay lease was less than the amount we were giving her for her *****. she agreed and moved forward with the lease. we had explained that the Rav she was leasing was previously sold and unwound. we explained that it would be contracted as a used vehicle and she signed a lease contract as a used vehicle. im not sure why she is saying that we signed her up the first time as a new contract. there was a need for her to re-sign new documents the next day which she did. the second time she signed the contract was disclosed as used also. we have copies of both contracts if you need to see them. she came back later trying to return the vehicle because a friend of hers told her she paid too much and wanted to re negotiate. she tried to even state that she did not speak good English which clearly is not the truth. I met with her and even offered to switch the lease to a purchase and to show her the amount she would have to pay for the difference, she agreed to look at the figures and when I brought them to her she said that she demanded that we renegotiate to a straight trade. she then made an accusation that was not friendly or fair to ** to make him feel bad as a person because of the past. I let her know that day, because of her games and tactics that all offers were off the table and that we would move forward with the contracts that were already executed.

Consumer Response: I am rejecting this response because: I came to the ****** dealership with the intention of accepting  your OFFER to purchase the 2015 RVE4, and voiding  the lease agreement as indicated.This included  accepting the $5,000.00
This offer was and still is acceptable to me as a final resolution of this issue.
I would like to proceed with this action  as soon is possible.
THANK YOU MUCH.

 

Business Response: the last conversation that Mrs. ***** and I had, she stated that she only wanted a straight across trade and that anything else was unacceptable. therefore we proceeded forward with the original contract. im not quite sure what Mrs ***** is wanting us to do at this point.

Consumer Response:

The complaint has not been resolved yet, and my intent was to enter the statement below:

'My intent was to accept the written counter-offer presented to me by Toyota to void the lease contract of the 2015 Rav 4, and allow me to purchase the vehicle under separate contract.'

I consider this proposal an acceptable resolution to my complaint, and appreciate Toyota making this offer. Please advise me on how to proceed with accepting the offer.

I would like to thank both you and Toyota for your efforts in resolving the Complaint.

Business Response: ***** will need to come down to the dealership in person to discuss what it will take to switch from the lease to a purchase at this time.

Consumer Response: Thank you soooo much ****** 
I ownn My RAV4 thanks to your cooperación 

MUCHICIMAS GRACIAS por la ayuda que brindas a las personas como yo 
sin su ayuda no hubiese podido tener éxito en mi queja 
Que Jehova nuestro Dios lo bendiga 
hasta pronto. 
**** ***** 

4/22/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Me and my wife recently purchased a vehicle from Toyota Roseville and asked the dealer not to run our credit with other banks for the simple reason that we already have pre approved financing through Capital One. This was the first thing I stated when I walked in the door so I could avoid having multiple inquires on my credit report. I stated multiple times that I had already been pre approved by the financial institution of my choice and I didn't need to be financed by anyone else. Dealer (******* ********) told me that he may be able to get a lower rate and I declined repeatedly. After I purchased the car from Toyota Roseville with the financial backing of Capital One I received multiple denial letters from several financial intuitions. Each letter indicated a lowered credit score. We filled out a credit application and were told that they needed it for identification purposes and could not purchase vehicle without it.

Desired Settlement: I am requesting that 1. An explanation of why the credit was ran multiple times after we distinctively requested that It not be ran. 2. Credit report returned to the status that it was before the dealer went against my wishes.

Business Response: I spoke to the manager who assisted the customer and he explained that he had mad a mistake. He said that he had explained to the customer that Roseville Toyota had to run his credit in order to sell him the vehicle and the customer agreed to that. his mistake was that he did not inform the finance manager who did the paperwork not to shop the deal at any other bank other than Capital One. the finance manager shopped the deal at a few other banks to try and secure a lower interest rate for the customer. this is standard for our finance managers to do because we are always trying to secure the lowest rates for our customers. in this case we should not have because the customer requested that we don't. in regards to the customers score dropping, Roseville Toyota and all of the Auto Finance lenders that we use including Capital One all pull Fico Auto Specific Bureaus, what this means is that once the first Bureau is pulled none of the others inquiries by the other banks will lower the customers score. this allows the ability to shop the banks on the customers behalf to secure the lowest rates. I had my finance director try to remove the inquiries for the customer but unfortunately the credit company said that the customer would need to send a statement to the credit bureau first and request that Roseville Toyota allow the Credit Agency to have it removed. I will have my finance director call the customer and walk him thru the process. I apologize that the customer is having to spend more time on this.

3/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

On June 1, 2012, I arrived at the Roseville Toyota at approximately 2:30 p.m. in attempts to purchase a 2012 Toyota Camry SE with all the added accessories (sun roof, blue tooth, push button start, navigation, back up camera… just to name a few). The ticket price of the vehicle was $31,912, plus I requested that Lojack and tinting be added to the vehicle. I added these items, because I planned on purchasing the vehicle. At the time my credit scores were in the low 700-721 range. The dealership informed me that my credit was not good enough to purchase the vehicle, but that I could lease it.

I told them I didn’t want to lease it that I wanted to purchase the vehicle. I have never leased a vehicle in my life and I didn’t want to start now. The dealership refused to give me my keys and continued to negotiate a deal with me. By 3:45 a.m. I was tired, frustrated and just wanted to go home. I ended up putting $6,000.00 down, traded in a 1994 Buick Century ($3,000) and my payments were $410.00 a month. I was told by ******** *******, Sales and leasing representative that as long as I wasn’t late on my payments I could purchase the vehicle when the lease was up. I never missed a payment during the lease of the vehicle. In fact, every payment was made early.

I loved my car, and planned on purchasing the vehicle at the end of the lease. According to my lease contract signed on June, 1, 2012, the term of the lease was May 31, 2015. The value of the vehicle at the end of the lease would have been $17, 625. I began getting numerous phone calls from the dealership beginning the first part of February indicating that they needed to get an appraisal of the vehicle. I finally went in for the appraisal at approximately 3:00 p.m. on February 16, 2015. Once I gave them the keys to my vehicle to obtain the appraisal on the vehicle, they again began negotiating other vehicles with me, I informed them that I did not want another vehicle – I wanted to purchase the 2012 Toyota Camry SE that I had leased with them. They informed me again that my credit was not good enough to purchase the vehicle. I told them that I was told when I leased the car that as long as I wasn’t late on any of my payments that I could purchase it for the amount owed at the end of the lease.

They stated I could either pay the $17,625 up front or that they could provide me a two-year repayment option. My payments with a two-year repayment option would have been approximately $750. When I refused to do a two-year contract with the dealership, they began offering me other vehicles. They promised they would be as good as comparable to the one that I had leased with them. They continued to show me other vehicles and even had me drive a new Toyota Camry SE just to tell me that I couldn’t purchase that one either due to my poor credit. At this time, it was approximately 6:00 p.m. I stood up and stated that I wanted my keys to my car. They told me that it was a lease and that they were not obligated to give it back since it is technically their vehicle. I told them that my lease was not up until June, 1, 2015.

Again, they told me that they didn’t have to give me my car back. The dealership assured me that they “would take care of me.” This is by far the worst dealership that I have ever been to. Twice I was held hostage, kept for several hours until late in the evening, and taken advantage of. At approximately 8:30 p.m. I was in the office with a finance manager, Joseph N. Beitzel working on a contract for a 2013 Toyota Camry which was a rental car. The vehicle does not have any added options that my previous vehicle did. It has more mileage on it than my 2012 model. Yet, they continued to tell me I was getting a comparable vehicle. The salesman also told me that I would have an extended warranty at no additional charge. However, Mr. Beitzel informed me that it was not free and would cost me an additional $2495.

I was informed that I could not purchase my $17,625 2012 Toyota Camry SE unless I had a two-year contract with payments in excess of $750. Ironically, they financed me a car with no added features that cost over $26,240 plus I put $4,000 cash down. My payments are now $488.17 ($78.17 more than I was paying for my leased vehicle with all of the additional features.) I explained to the dealership that I was unemployed and currently disabled due to a tumor that was recently removed from my inner ear. I told them I could not afford a payment higher than I already had. Now here I am with a crappy car and higher payment! In addition, the Carfax was run on the vehicle I purchased on February 16, 2015 that indicated that it had not been in any accidents nor was any other damage reported. The document indicates that the last reported odometer reading was 18.465 but the vehicle has over 42,000 miles on it. After viewing the car in full daylight, I can see that the front bumper has been repainted. The next day,

I went back to the dealership and found a 2015 Toyota Corolla fully loaded with comparable features that I had on my 2012 Toyota Camry and the ticket price was approximately $23,500. This vehicle was not even offered to me; however, it was a better vehicle and cost less that the vehicle and cost less than the vehicle they sold me. I am very frustrated with the service I have been given at the Toyota Roseville Dealership, from the first time I set foot on their business, I have been taken advantage of and held against my will until I am delirious and making stupid decisions that I would never have otherwise made. I have visited other Toyota dealerships who have assured me that I would never have been treated with this type of disrespect had I gone to their establishment.

I was informed from the beginning that I had gone to another Toyota dealership that I would have been able to purchase my vehicle with the credit score I had in 2012. Furthermore, there is no reason I should have been denied the opportunity to have a 75 month contract to purchase my 2012 Toyota Camry SE with a balance of $17,625. I am now forced to pay a 75 month contract to purchase a 2013 Toyota Camry with no added features that was a rental car and has been treated who knows how. My 2012 Toyota Camry was only driven by me and was in excellent condition.

I feel that the dealership had no intentions of ever letting me purchase the car and their tactics in getting me to purchase the vehicle are uncouth and they should be held accountable for the service I received while in their establishment. I called Toyota Financial and they said that people buy at the end of their lease all the time for 60 to 70 month contracts, and they said they never do two year contracts. They said, “They probably lied to you to get the vehicle to flip it for more than I owed due to its low mileage and excellent condition.”

Desired Settlement:

I want the contract I have for the 2013 Toyota Camry to be null in void, and I want my 2012 Toyota Camry SE back in the lease that I originally had. I also want to purchase my leased vehicle with a 60 month contract. I am sixty years old and I thought this 2012 Toyota Camry SE would be the last vehicle I purchased.

I held up my end of the contract by making my payments on time each and every month during the lease. I feel the dealership should be required to hold up their end of the agreement and allow me to purchase the leased vehicle for the remaining balance of $17,625. The $4,000 I put down on the 2013 Toyota Camry could have been put down on the remaining balance of my 2012 Toyota Camry. The Toyota Roseville dealership is corrupt and should be held accountable for their callous actions.

Thank you for your attention to this matter. If you have any questions or concerns information that I have provided, please do not hesitate to contact me at ###-###-####.

Business Response: I have read the complaint and I had one of my sales managers contact him. I will update you as we find out more about it. thanks.

Business Response: Good afternoon *******, we have resolved this with the customer already. We made arrangements with a bank to refinance the balance of his lease. The customer should be ok now.

3/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Very dishonest people, specifically the desk man "****". I had a trade-in and he told me via the sales consultant ****** and screen prints that he will pay $38,600 for my trade-in and worked a payment of $232.46 /mo on a Prius 2 2015 with no money down. "If you will give me $38,600 for my trade in and $0 down, $232.46 / mo we have a deal, you can run my credit!" after running my credit, my score came up to be Tier 2 score, so payment change from $232.46 to $249.89 still with no down. Sales consultant filled all the papers and went thought all the details, after i presented my car payoff information the desk man requested to see the car again. Salesman came back and said, the desk man changed his mind and we will ONLY pay $34,000 for you trade-in! when I asked to speak with the general manager, no one want to show me his name, and suddenly closer manager started to approach me one after another, ****, *** if these are their real names anyways. How could there be a business that lies to customers, give them false information and still be in business? I ONLY agreed for them to run my credit based on the information they provided to me. Wouldn't this be considered fraud? they told me lies to get me to sign and agree for them to run my credit.

Desired Settlement: Honor the deal they presented to me.

Business Response: according to **** this situation has been resolved and the customer has purchased a vehicle from us on 2/25/2015.

2/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I had last used Roseville Toyota's services in June 2014 for a warranty repair. (I had taken my car in for an oil change previously and was not planning on using their services again, as I was unimpressed). In August 2014 they began calling me, on average once per month, presumably to get me to bring my car back in for service. Each time I asked them to please place me on their do not call list (I have a cell phone which is registered on the federal do not call list). In September 2014, we moved from the area so the next time they called I told them we had moved and to please place me on their do not call list. They called me 6 times from Aug 2014 to Feb 2015 (using 5 different lines that I have since blocked), and each time I asked them to stop calling me. After the most recent incident, I immediately called back to speak to a manager, who assured me that I would finally be placed on their do not call list. (I'm not holding my breath). At this point I feel that they are being deliberately harassing as I can't believe that any company is this astoundingly incompetent.

Desired Settlement: I would like them to stop calling me, for the love of Science!

Business Response: please accept my apology. I will personally make sure that your phone numbers are placed on the do not call list.

12/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

Knowing I had a previous bankruptcy & a newer job, I sought out special financing at various dealerships. After speaking & working with the special finance staff at Roseville Toyota, I purchased this vehicle with them on 10/25/14 & gave them $1,000 as the down payment [Contract #1]. Within 10 calendar days, when Roseville Toyota found a lender to finance the vehicle for me with my credit & work history but based on terms different than what was agreed to on 10/25/14, Roseville Toyota requested I come in to re-sign another contract with an additional $1,000 down payment; which I did on 11/04/14 [Contract #2].

On 11/20/14, the DMV titled the vehicle with "***** ********" as the registered owner & mailed the proof of registration. On 12/11/14 (47 calendar days after Contract #1 & 37 calendar days after Contract #2), individuals from Roseville Toyota called me to tell me I have to return the vehicle. They said the lender kicked the loan out & they weren't going to finance the vehicle for me. On 12/12/14, I spoke with individuals at Roseville Toyota & they threatened me with vehicle repossession, application fraud & legal costs plus fees associated with reclaiming "their" vehicle. On 12/15/14, I spoke with the special finance manager who said due to lack of lender financing they need the vehicle & there's no in-house financing available with Roseville Toyota; a member of the ******** **** *****.

I explained to each of the callers the situation as I saw it on both Contract #1 & Contract #2: "Seller's Right to Cancel". They had me come in within 10 calendar days to re-sign & then no further communication from Roseville Toyota, ******** **** ***** or their lender until Day 47 or Day 37 (depending on the Contract Date). Either way, it was already past the 10 calendar days for the Seller's Right to Cancel. Roseville Toyota & ******** **** ***** should be held responsible for their actions of harassing, intimidating, threatening & lying to a buyer/consumer.

Desired Settlement: As the "Buyer", I held my end of the contract on multiple occasions. As the "Seller-Creditor", Roseville Toyota should hold their end of the contract by finding a lender on these terms or to in-house finance the vehicle within their dealership or ******** **** *****. I believe they also have a business by the name of "******** **** ******".

Business Response:

the customer falsified the information on the credit application in regards to the amount of his rent. when the lender was performing their final verifications they found this out. this act took place on day ONE which supercedes anything else at that point. the customer is not financeable based on his debt to income ratios using the correct information. again, the only reason why the deal went as far as it did was because he FALSIFIED his information on the CREDIT APPLICATION. we have asked politely to have the vehicle returned and have let him know that all of his down payment would be returned. he is refusing to cooperate, therefore we will take the appropriate legal steps from here. the customer has made several false accusations to our staff about discrimination and I have advised them to not communicate with him any longer to avoid any other false accusations.

Consumer Response:

I am rejecting this response because:
Day 0, 10/25/14
“****” was informed the rent is split three ways & my portion is $400.00.
Day 21, 11/15/14
“*******” called requesting proof of residency for the other two individuals residing at the home. He said acceptable examples of this proof were pay stubs, utilities bills, bank statements, etc. I sent via mobile text photos the documents to “*******”.
Day 24, 11/18/14
“****” called stating they still needed the information requested by “*******”. This time, I sent two emails with attachments to “*******” & “****”. After sending these emails, I received no further communication from Roseville Toyota until 12/11/14.

Again, as I previously stated, Roseville Toyota threatened me with vehicle repossession, application fraud & legal costs plus fees associated with reclaiming "their" vehicle. Roseville Toyota special finance staff are alleging I have committed fraud as of Day 1? Wow, really? All supporting documentation/contract is being forwarded via U.S. Postal Service Certified Mail to the attention of ******* *****, Information Specialist - BBB Serving Northeast California, 3075 Beacon Blvd., West Sacramento, CA 95691-3462. Please review this mailed information as part of why I am rejecting this response from the business.

Business Response: the customer is only supplying the information that supports his position on the matter and is not supplying ALL of the information needed to qualify and purchase. he stated on the application one dollar amount for his rent when in reality his rent is much higher and his rental/lease agreement that the bank requested was much higher and in his name ONLY. Roseville Toyota sells cars, we do not finance them. we sell them and deliver them prior to having the funding because we trust our customers. when the information given is different than the information that can be proven it results in us having to ask for the vehicle to be returned. if the customer refuses to return the vehicle we turn it over to our legal dept to handle. the customer was asked to return the vehicle, not threatened. the customer is trying to bait us into saying the wrong thing. the customer states that he has a lawyer giving him advise so lets leave this up to the lawyers.

Consumer Response: I am rejecting this response because:

The dealership alleges I am only supplying to the BBB the information supporting my position. Well, I provided various documentation for the review of the BBB; and, I will provide any other documentation within my possession required by the BBB to have this complaint against Roseville Toyota continually investigated and the matter substantiated in my favor.

However, Roseville Toyota and/or their lender is in possession of the original credit application, not the customer who is applying for vehicle financing. Furthermore, Roseville Toyota and/or their lender should have access to the information allegedly stating that "in reality" my rent is much higher than what was stated by me on the original credit application. For full and thorough analysis by BBB on this complaint against Roseville Toyota, I request these pieces of information be provided by Roseville Toyota directly to the BBB if they are to make such allegations and claims. Otherwise, what Roseville Toyota and their staff are stating is purely conjecture and a defamation of my character. Shame on them!

And, from the looks of other complaints against Roseville Toyota on the BBB's website and social media like Yelp.com, it appears I am not the only one who has experienced this type of poor treatment and horrible experience with Roseville Toyota.

Business Response: you were given a copy of the credit application at the time of sale and you have a copy of you own lease agreement. I refuse to play the game. your attorney has corresponded with ours and I will let them communicate with you from here on out. I will supply the BBB with the outcome from the attorneys.

12/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: on 11/23/2014, I was lured to Roseville for a vehicle that was posted online. I called Roseville Toyota before travelling several hours to ensure the vehicle was present and available. I was assured that the vehicle was still available & in stock before driving 3 hours one way. I made an appointment to view the specific vehicle that was advertised on their website. When we arrived, their staff escorted us around their lot in (what appeared to be) a staged attempt to locate the vehicle that I traveled to the dealership to view. It appears that they calculated this deception so I would walk around their lot & give them the opportunity to interest me in a different vehicle. During my visit to Roseville Toyota, several staff members attempted to interest me in a different vehicle. I was later informed confidentially by an uninvolved salesman that the vehicle that I drove to Roseville for had been sold several days prior. The staff attempted a bait & switch. The vehicle is still listed on their website as available. This deceptive, unethical, practice took business away from other dealers in other areas.

Desired Settlement: I would like my fuel costs and time compensated.

Business Response: I do understand the customers complaint. I have looked into the situation and I too am upset that we didn't have the proper information for the customer. it was a mistake by our internet provider. the vehicle was still up on our website. we had transferred that particular vehicle to our sister store because they had a buyer for the vehicle and sold it. the transfer was performed on paper yet the computer had not been updated to reflect that the vehicle was gone. our internet providers use automated reports that are generated from our computer system therefore the vehicle remained live on the site. the parties referenced in the complaint did not have access to the sale at our sister store and thought the vehicle was still available. it was a mistake that should have been caught but unfortunately wasn't. it was not intentional. I do apologize for all the inconvenience this has caused. 

Business Response: Company states: We sincerely apologize for the confusion. We sell a lot of cars throughout the month and to do this to a customer would not make any sense. We would like to offer a $100 gift card for the customer's troubles. 

Consumer Response: I am rejecting this response because:The argument is invalid.  The volume of vehicles that are sold by Roseville Toyota is irrelevant to the incident that occurred on 11/23/14.  The Roseville Toyota staff knowingly used deception to gain my business.  None of the other auto dealers that I have visited in the past week have attempted to interest me in a different vehicle while "looking" for the vehicle that was advertised.  None of the other dealers have attempted to talk me out of the model that I was looking for.  None of the other dealers provided me with verbal confirmation of possession of an advertised vehicle when it was not available.  The behavior of the employees of Roseville Toyota indicate to me that they were well aware of the fact that the vehicle was gone & unavailable.  I am willing to bet that this behavior is a common practice.  A Roseville Toyota employee ADMITTED that the vehicle had been knowingly sold several days prior.  Roseville Toyota didn't become a successful business by demonstrating this level of incompetence.  To offer a $100.00 gift card is an insult.  My time & my spouse's time was wasted with this charade (and is worth more than $100).  I spent more than $100 in fuel driving to Roseville.  I want Roseville Toyota to admit their unethical practice.  I want ***** ********* to personally return my call & apologize to me for lying & wasting my day.  

10/21/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On 11/23/12 (Black Friday), I purchased a used 06 **** ****** at Roseville Toyota I was sold on the peace of ***d of the extended "supreme coverage". I was advised by the finance department, ******** ******* the warranty would assure any repairs needed in the future I would just have to pay my deducible. Ms. ******* showed me prices of repairs if ever I needed them and advised me to get the warranty as repairs on this type of vehicle are costly. She showed me the "********* Elite" brochure and circled the items that would be covered if ever it needed repairs, engine, transmission, etc. Fast-forward to 9/20/14. The car started having issues so decided to bring the car in, I called **** and brought it in. They called Roseville Toyota and had it release for repairs since Toyota doesn't fix ***Is. They ran a diagnostic and came back with a laundry list of issues with a total of close to $14K in repairs. My advisor at **** (*** ****) called ********* ***** and they advised him they would only pay the cost of the car and offered $7500. Id have to fork the remained, well I dont have that type of cash, nor do I believe I should have to be out of luck since I was sold fault information from the Roseville Toyota representative. I still owe on the car and now this additional expense. Today 10/9/14, my car still sits in the **** repair shop "pending" I'm afraid I will need to get the car out since the warranty company isn't willing to pay, which I was told will void my warranty and any repairs needed. All I ask is my vehicle to be repaired as I was assured by Roseville Toyota representative.Since my car has been in the shop I have called and visited Roseville Toyota and spoke with ****** about the ********* policy. Ultimately, I was sold on false information, I would have never purchased this car knowing that the warranty wouldnt cover cost of repairs. At this point I will be filing a formal complaint against Roseville Toyota for false sale practices.

Desired Settlement: Vehicle repaired as advertised.

Business Response: sorry for the late response, i was out of the office at training all last week. i have asked my service director to gather all the information on the claim so i can look into this matter. i will follow up as quickly as i can.

Business Response: i have reviewed the complaint and i will meet with the warranty company tomorrow to see if i can get any exceptions approved. i understand the customers frustration. all extended service contracts have limitations but i will do my best to try and get some type of resolution for the customer. i know time is improtant and i do apologize that this has placed a large burden on her. please give me a little more time to meet with the warranty company.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. Thank you!

10/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Took 2008 ****** in for noise in engine on start up, it sounds like a diesel engine for the first couple of miles. Dealer said that it was normal and they called it piston slap. This is not normal on a car with 30,000 miles on it. We do have the extended warranty on the vehicle. But the dealer said they would do nothing about it.Also,Driving car at night the headlights went out, then came back on. The high beams and daytime running lights no longer worked. Went to dealer about issue, they said they knew and ****** has known about problem since 2011. The offered replacement headlight assemblies to some car owners. We bought the car in march 2014 at Roseville Toyota, they knew of the problem but sold the car anyway. We were told to buy the extended warranty which would cover the whole vehicle, come to find out, it does not cover the Headlight Assemblies which are known to be a problem with 2008 - 2010 ******s. We were never told about this. The dealer now wants 2,500 - 3,000 for the repair! The service manager (**** ********) replaced the bulbs and said he would work towards resolving the issue. I have called and left emails for ****, He has refused to respond back over the issues.

Desired Settlement: Fix problem with noise and replace head light assemblies with ones that don't go out on the ******.

Business Response: i have reviewed the concern with my service manager. the concern with the engine is a common noise with this vehicle when first starting and warming up. the concern with the headlight lamp is a factory service campaign that expired prior to the sale of the vehicle and the headlights were working fine at the time of sale. since then the bulb broke and the customer was informed about the headlamp issue. when the customer declined to upgrade the headlight assemblies because of they cost we made the offer to replace the lamps for free ($125 each) and said that we would continue to do so on behalf of customer service. the headlamps lasted 30,000 miles and should last another 30,000 miles. we are dedicated to taking care of our customers and have made every attempt with the manufacturer to help. we would be willing to set up an appointment with the customer and the manufacturer represenative to talk in person if they wish.

Consumer Response: I am rejecting this response because:
The service manager said that replacing the bulbs would be done only once, and he would not replace them if it happened again. He said it was out of his hands.
This was a Certified ****** Used Car, the head light assemblies were a known issue, with ****** and Roseville Toyotathey should have been replaced and not wait for them to go out on their own. The $125.00 apiece for the bulbs is Roseville toyotas Retail price on them, they are much less expensive if you buy them elsewhere. This head light assembly issue is a safety problem with these cars and ****** should make it right to anyone that has been sold a Certified Used Car from a dealer which has or had the problem.

Business Response:

the headlights work and the vehicle is not unsafe. the service campaign that was on the car was a manufacturers campaign and was limited to a certain time frame that had expired prior to roseville toyota ever acquiring the vehicle. if the customer wishes we can make arrangements for the customer to meet with a factory represenative.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. We would like a meeting with the representitive

7/8/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My father and I went to Roseville Toyota to find a Prius to buy but we encountered a lot of sketchy and unethical practices which turned us off to the dealership as a whole. The two sales people we initially were dealing with were friendly. We had gotten through a lot of paperwork and when we got to the warranties we realized the price was too high for the car in question. At that time, which was way too late into the night to be making a decision like that, after midnight, and after talking to a more knowledgeable family member, we decided to hold off on the transaction. At this point, our financing representative started getting too aggressive and her fake character was shining through, stronger than her first impression. It then seemed obvious why they keep customers that late into the night and so we left with intentions of coming back the next day. After talking about it and doing research, we decided not to purchase from that dealership, but we wanted to get back all of our information that had been floating around the hands of too many representatives for our trust and for an honest professional business. We returned to the dealership and were then pushed around to different managers and salespeople, they claimed they legally could not give us back all of our documents and claimed to have lost a file that had eight personal references on it (with addresses and phone numbers). Almost every manager and finance person we spoke with seemed sketchy and manipulative. All we wanted was our paperwork back but they kept trying to squeeze in another deal or push us around to another representative. We felt pushed, manipulated, and generally disrespected. They finally found our reference sheet after we had already left and we had to come back to the dealership to retrieve it.

Desired Settlement: We would like a guarantee that our information and the information of our eight references is not going to be sold to third parties, used for any marketing procedures, and that all of our credit information and personal information is not at the risk of being sold, used for identity theft, or some sort of credit fraud.

Business Response: we do not sell any of our information to 3rd parties and we shred all missed deal documents except for the credit application and privacy notice which we are required to keep stored in a secure location.

Consumer Response: I am rejecting this response because:

This is unacceptable. This is not a guarantee. The business does not have my trust that our information is in professional hands. I would like a GUARANTEE that none of the things I requested will happen. The business has not even mentioned not adding us to their marketing procedures. I have ALREADY received an email saying they hope I had a good experience (which does not make any sense, I did not even purchase from their dealership). I hadn't received a response from BBB, when I originally received the Roseville Toyota email, so I went ahead and removed myself from the subscriptions, but I have replicated how the subscription page appeared when I originally opened it (see screen shots attached). I have not even spoken with my father about how he has been contacted. He is 75 years-old man and does not need to be subjected to these dishonest marketing practices, he barely even knows how to use his email. When I proceeded to the unsubscribe page, at the original time of receiving the email, it showed that I had already been added to all the spam that comes from that dealership. My father and I would like NOTHING to do with Roseville Toyota, especially not to be solicited for more of their business. This has gotten ridiculous and at this point it feels like we are being harassed.

Business Response: Again, we apologize about your experience. i know your upset with ******** who was the person who was doing your paperwork that night. i know that you were frustrated that it was late. i know that you feel that she was rude and pushy. we take your feedback seriously and we have counceled her for her actions.  you have been removed you from our marketing and we will not sell your information.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. Please make sure to remove my father's information as well.

6/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I should have read yelp about this dealer before I purchased... The comment that fits my situation was " This dealership has a bad track record of lies, check out Toyota Sucks website, I wouldn't have bought here"...Salesman was awesome, I purchased a new Prius V for my wife's birthday, went on line and started the proses with Regent our sales person, he brought cars to my work as I work 10-7 7 days a week, this is not a meager purchase for us, finely we came to terms, we meet to dealership, and made a deal.. My contract was changed without my knowledge, it was changed from 72 to 75 months, and the 90 days they were offering on TV we were told if we want that it would not be honored.....The contracts and car were brought to my home to be signed with Regent my salesperson, we trusted and just signed stupidly without reviewing contract, as they never disclosed that they had to change the months to meet my price.. When we discovered the finance manager **** said they could not meet payment at 72 months but if I want to have the 90 days they are offering we could add 10 dollars a month and .9% to loan, and drop all warrantees, but they could not honor months or the deal that were agreed upon.... TOOK A VERY HAPPY DAY, AND MADE IT A VERY DISHEARTENING DAY!!!!

Desired Settlement: That they houner the 72 months and give the 90 days before first payment... Keeping my payment at $540.00 a month with my $5500.00 down to cover my trade and deposit....All I want is what we agreed upon and what they advertised.....

Business Response: the customer is giving your organization alot of false information. he has gone on to several websites and written false accusations that are very slandering to our company. he states that we slipped in the 75 month term instead of 72 months. the transaction was video recorded and the finance manager clearly discussed the two options and discussed the difference in the monthly payment. the customer also leads you to believe that the contracts were simply brought to his house and that he signed quickly. that too is false, he was present in the dealership with the finance manager as the contract was discussed and he signed all of the documents here at the dealership. after the entire process was done we had the salesman follow the customer to his home so his wife could sign her portion of the paperwork which had already been reviewed and approved by her husband. the real part of the story is that the customer had a conversation with a represenative of elk grove toyota who told him that he had paid too much and has informed him as to how to argue the situation to the point that we would be forced to give him the products at the 72 month term and force us to lower the prices to where his payment would stay the same. the customer is using the internet and this resource to falsely slander our name with no chance to defend ourselves. if the customer does not want the products sold in finance he can return to the dealership and cancell them. if he wishes to watch the video we would be more than happy to sit down with him and watch it together.

Consumer Response:

I am rejecting this response because: It is false, the contracts were done in our home by ****** our sales person... I work 7 days a week 10-7 and offered to view online or just listen over phone...Jay has the paper that he wrote the price with warrantees and I wrote that I would do for 72 months spot for 540 a month.... We are getting tired as we have been in contact with dealer since the 17th, and if they just want to refund monies and take car back we will accept that. We also accept the fact that we never read the contract on our own and just signed and trusted that we were getting what we agreed upon, we take ownership to this mistake... We are sorry they refuse to come to an amicable resolution but will agree to their offer of refund and return of Car, my wife is in southern California with kids and car till Thursday... They just need to call to set appointment if this is there decision...

Business Response: we have on video the transaction. the finance manager clearly states that he would present two payment options, one at 72 months and one at 75 months. he also clearly states the paymant at the 75 month term. at this point the he said she said needs to be eliminated and the customer needs to watch himself on video and he needs to see himself signing his portion of all of the documents here at the store in the finance manager. i am sure that after he watches himself on video that he will retract the previous statements.

Consumer Response: I am rejecting this response because:after reading the response , we discuses the option to return the car... First thing the contracts were signed in my home with salesperson , saying we signed in a room on Video is a lie... The service and the dealership is awful,  when I called to say we would take them up on the offer to return vehicle.There response was that they do not take cars back and the contract stand as is, if I want to rewrite contract it would cost us an they do not have to do any thing for us.... So at this point it is go to court or walk away knowing they are not a reputable company! I so guarantee that no one  in my network which is large in the valley will ever buy a car form Roseville Toyota .... I Got Ripped Off!!!! 

4/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I saw a 2004 4 Runner on the Roseville Toyota Website & e-mailed the dealer about it. I was contacted by a ****** ***** & was told that he still had the vehicle & that I should come down (2 1/2 hours away) & look at it. He assured me that he was looking at the vehicle & it was really nice, good for it's age. This was on a Tuesday, March 25th. I called ****** & drove down to the dealership. When I got there, ****** said that he didn't know where the car was & after a 1 hour search, it was found. I test drove it & I loved it, was horribly dirty, but he said that they would clean it up. I agreed to this & we began the deal which ended with them negotiating an affordable payment & a minimal down which included the negative equity of my vehicle. I drove the car home that night. I spent 2 days cleaning up the vehicle which was still horribly dirty & got it clean. On April 6th, got a call from ****** saying that they were having trouble with financing. Said that I needed to come up with $2,000 to $2,500 more. I said I would have to talk to my boyfriend. He said that he would talk to his sales manager & verify the least amount to close the deal & the new payment & Int. Rate would be lower.He said he would call me back the next day (Monday). Never a call all day. I had to call him that night, he said that I told him I would call. Said our conversation was recorded & that he listened to it 3 times. Conversation went down hill from there: accused me of: crying I was a victim, told me I said things I did not say, I said bring my car back & they can have theirs back, said that they won't do that, if they came & got the car, I would be left with nothing, it was a horrible, completely unprofessional call. I used language I have never used in a professional setting in my life. I have contacted the Toyota Corporation and filed a complaint. I am waiting on the Sales Manager.

Desired Settlement: I would like my car back and the check to be returned for the down payment. I am not sure if there is a monetary settlement for one night of no sleep and feeling like I was having a heart attack all night. I have high blood pressure and I am sure this was not good for it.

Business Response:

 

My name is ******* ****. I am the General Manager of Roseville Toyota. I am VERY sorry for the trouble that you had with our sales department. This kind of customer experience should never happen here and the employees involved have been counselled and reprimanded. At Roseville Toyota, our focus is to provide consumers with excellent customer service. We have been in touch and reversed the transaction as you requested.  Feel free to contact me anytime to voice any additional concerns you may have.

Thank you,

******* ****

Roseville Toyota

###-###-####

****************************

Consumer Response: I am rejecting this response because: If this ****** ***** was reprimanded by his employer, he must not have taken it very serious. He continued to "pick a fight" when he picked up the vehicle. Even saying that he had a recorder in his pocket, recording all of our conversation. This is the second time that he told to me. I contacted the dealership after he left to see if this is true and they they did record all conversations, the manager told me that they do not. Or do they? This whole mess resulted in more work with having to re-insure my new vehicle and not to mention, the embarrassment of having the explain what happened to all who knew I had the other vehicle. I should not have been able to take that car home in the first place. I am now completely turned off by Toyota products. My credit score has been diminished by the multiple credit applications submitted and to this date, I have no idea why it took so long. No, I am not happy with this response, I feel that this is a common practice for these people and it should be known by the public. ****** ***** is a very disrespectful and arrogant person and I feel sorry for anyone who deals with him.  

*****

Business Response: as a manager of a company, when i recieve a complaint i investigate it and try to always take the customers side of the situation. ****** was counseled and he was suspended without pay for 3 days. we also discussed the matter in our managers meeting so that everyone could use it as a reminder that we do not treat customers that way. This has been the only incident of that nature that has been reported about him. if we hear of it again, further action will be taken. i guess my question at this point being that the customer is not satisfied with the response is, was she wanting me to fire ******?

Consumer Response:

I am rejecting this response because: Yes, he should have been dismissed. He is telling customers that he is recording their conversations? I  feel that he not stable and those types of comments are very disturbing as far as I am concerned. And for him to come to my house after all of that and try to pick a fight again? Doesn't seem like he took it very serious.

 

 

3/26/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Roseville Toyota / Sullivan Auto Credit / Sullivan Auto Group continue to send me unwanted, unsolicited letters offering auto credit.I have asked them to stop, yet they keep coming.As can be seen by the nature of these letters (see attached), Sullivan Auto Group is misusing US Bankruptcy Court data for predatory lending purposes, as their letters are deliberately made to appear as though they are actually related to a person's bankruptcy filing, when they are not.

Desired Settlement: Stop sending any further letters.

Business Response: i apologize for the inconvienence. It is a program that we participate in to try and help those individuals get into a vehicle after going through the BK process. we will immediatly place your name on the list to not be mailed to here at Roseville Toyota. unfortunately, you may recieve more letters from other auto dealerships as we are not the only dealership that participates, but i will make sure that we do not send out anymore letters and i will also forward a copy of your request to our Chevy store that also participates in the program.

Consumer Response:  
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.

Sincerely,

**** ********

2/9/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: FALSE ADVERTISINGRoseville Automall showed many commercials for a promotion for free Kings tickets for a test drive on TV.Roseville Automall, particularly Roseville Toyota is not holding up to their end of the advertisements. I test drove a Toyota Truck I was looking to buy the very morning after this promotion began on 1/17. The sales person at Roseville Automall told me that I was one of the first fans to come and that he did have tickets to give away. I was serious about buying a truck, but they did not have the one I was looking for in my price range. (a few days later I found one at ****** that was exactly what I wanted and bought it) Because I was not buying a truck that day from Roseville Toyota, they did not give me the tickets. They mentioned that I could have the tickets once we found the right truck for me. They did not have the right truck for me, and the Advertisement CLEARLY says Free Kings Tickets for a TEST DRIVE, it does not say Free King Tickets for a PURCHASE!I am very disappointed but not surprised. I drove over an hour from Placerville, I could have visited over 4 Toyota dealers that were closer to me. I did this the next day after a Kings game when I saw the ad. I was a serious buyer and I took a test drive while the auto mall had tickets to give away, the sales man even said that he still had a supply of tickets. But I did not receive what was advertised.

Desired Settlement: I want my free pair of Kings tickets as promised by the advertisement. Plain and simple.

Business Response:

thank you for taking the time to contact the BBB. i sincerely apologize for your bad experience. i dont know why anyone from our store would treat you that way. we recieved 96 pairs of tickets for this promotion and there is no reason why you shouldnt have received a pair. i will gladly send you a pair. please email me your address or if your feel more comfortable you can come by and pick them up. also, please let me know the name of your salesman that assisted you the day you were here so i can properly manage them. it's customers like yourself that take the time to use this program that help me learn where our mistakes and problems are so we can address them and fix them. thanks again.

Charles Dean

General Sales Manager

****************************

************ *** ****

Business Response:

thank you for taking the time to contact the BBB. i sincerely apologize for your bad experience. i dont know why anyone from our store would treat you that way. we recieved 96 pairs of tickets for this promotion and there is no reason why you shouldnt have received a pair. i will gladly send you a pair. please email me your address or if your feel more comfortable you can come by and pick them up. also, please let me know the name of your salesman that assisted you the day you were here so i can properly manage them. it's customers like yourself that take the time to use this program that help me learn where our mistakes and problems are so we can address them and fix them. thanks again.

Charles Dean

General Sales Manager

****************************

************ *** ****

Consumer Response:  
Better Business Bureau:

Mr. Dean form the Roseville Automall went beyond my expectations and completely resolved my issues. He took great care of me and will earn my business in the future.
Thank you for your assistance in the matter.
I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Sincerely,
**** *****

Consumer Response:  
Better Business Bureau:

Mr. Dean form the Roseville Automall went beyond my expectations and completely resolved my issues. He took great care of me and will earn my business in the future.
Thank you for your assistance in the matter.
I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Sincerely,
**** *****

12/2/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: After purchasing car and having it for 40 days,retailer unable to secure financing. They had poor communication and customer service. I applied to purchase a car. Sales manager called and sent many emails telling me I was approved. I went in, traded my car, signed all paperwork, insured the new car and drove car home @ 10:30 pm on 9-27-13. I returned all paperwork asked of me within 2 days. No communication further from the dealer. Yet I had not received anything in the mail for my payments. After calling and calling and 40 days later and again due to my phone call, They stated they could not secure financing.. So I have to return my car. Not to mention I'm still paying on my trade in Because they did not pay it off.. And I was late and getting collections calls.

Desired Settlement: I am asking for an apology. I want to make consumers aware of their poor business practices and poor customer service.

Business Response: Initial Business Response
I do apologize for the lack of communication on behalf of my employees. we had submitted your loan and recieved an approval. the problem that we faced was that the income that you stated on the application was not able to be verified and backed up with documentation. we continued to try and find a lender that would accept the loan based on the amount that could actually be proven. these circumstances take time and my team tried to work on the loan as hard as they possibly could. we did not intentionally sell you the vehicle to only have to take it back. we did not charge you any $ for the miles or the time that you had the vehicle. again i apologize for the lack of communication, we should have kept you in the loop on a weekly basis as to the situation of the loan.

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.) My complaint was not based on the fact the loan couldn't be processed. My complaint was based in the condition you returned my car. That it was dirty and dusty, an empty gas tank and the alarm wouldn't work. In your response you lack the responsibility to that and publically focused on why my loan couldn't go through. This is not about the loan!!!!!! It's about your dealerships POOR customer service!!!!!


Customer Review(s)

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Customer Reviews Summary

4 Customer Reviews on Roseville Toyota
Positive Experience (0 reviews)
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