Complaints
This profile includes complaints for Folsom Lake Toyota's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 9 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:01/21/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 11/9/2024 I changed my Toyota **************** at Folsom Toyota Service Center at ************* Folsom. I drove home after the service had been done. I parked my car in the garage. The next day (Sunday), when we were leaving to go kayaking, I noticed a big puddle of oil underneath my car on my garage floor. I informed my husband right away. My husband told me to call Toyota on Monday and he went to ******* to get cat litter to cover up the oil. On Monday, I called Toyota ************* and spoke to the manager **** to complain about the oil leaking. He sent the technician over and added the new oil to my car. The technician also tried to clean the oil on the garage floor, but the big oil stain was still there. On 11/13 I called **** to complain about the oil stain, and he sent another guy to try to clean the oil stain, unfortunately, he couldnt remove the stain. He said he will bring the receipt to **** and let **** know he couldnt remove the oil stain and have **** call me. I gave him the receipt for the cat litter that my husband bought to get it reimbursed. I called **** two days later because he didn't call me to follow up. I told **** that I and my husband would hire a professional to clean the oil stain and he agreed to pay us $300 for the inconvenience fee also he will issue me a free oil change voucher for the future because he said I dont want to lose customer. **** said he would let the ********************** HQ know and issue me a check in 7 days in the mail. I waited for 10 days, but I didn't receive the check. I called **** many times and left multiple messages to check the status. Finally, on 12/23 he returned my call and said, "The check will be there next Tuesday." So I waited till 12/31 and there was still no check. There is no voucher for a free oil change either. I am so tired of **** not taking my calls, returning my calls, and keeping his word. I also looked up the general managers phone number for *** ********* and called him. No call back either.Business Response
Date: 03/11/2025
This customer was refunded on her credit card last week. I generated the credit and ran the credit so I know it got done . I also talked to her on phone and emailed her free oil change as well . Can you add to BBB case please
Initial Complaint
Date:11/11/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We finally decided to buy a new car. My wife and I decided to take our kids, 12 and 13 year Olds. The sales person was great. Took his time to explain the details of the car. When we decided to finalize the deal, we told sales person we will pay it off completely. Got a good deal and we were happy about it. When we went to talk to ***** in Finance, he came off a bit rude. Didn't pay much mind to it at first. Then he started demanding us pay for extra insurance and services. Started making rude comments. At this point I simply replied we are good and not interested. I didn't let it bother me, but my daughter walked out the room. Once everything was signed I saw her in the lobby. She stayed behind with my wife and ***** ***** said out loud to his coworker "Another great deal just gone to S**t. Wife told me about it and I went to file a complaint, and they will call me on Monday. No one called. I reached out and talked to a couple of managers and they just said ***** never said anything. I called again and the manager said he can offer me services, but I have to come to Folsom. I denied it because I wasn't filling a report cause I wanted something, I did it so they can talk to ***** about his attitude. I will never go back to Folsom Toyota in **********. **** **** from Folsom was the manager i was talking to, and didn't do anything about it. I paid $28,000 cash and got this type of service from so-called professionals.Business Response
Date: 01/20/2025
Spoke with the customer regarding complaint after speaking to the finance manager responsible for it. The finance manager has been reprimanded for his un professionalism and this complaint has been documented / recorded. I believe the customer wanted more than just the finance managers reprimanding. We were unwilling to compensate the customer for the incident.
**** D Clay
General Sales Manager
Customer Answer
Date: 01/21/2025
I am rejecting this response because: when speaking to the person about this complaint, he wasn't willing to acomodate to my needs. Yes, he offer a service to be done at his location, but I told him I live in *******, that's about 45 to a hour away just for a discount on a service. I would of liked for him to offer something I could of used here at my local Toyota dealer in ********* ca. I would of been happy if they would of offered me the service that the person was demanding me to buy. I think its was only fair.
For what my family went through, I would not return to this store risking running into that person, but, if this request would of been offered, I would gladly go back and fourth.
Initial Complaint
Date:03/05/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I took my car in for a repair because it had some fluid leaking from under the hood.They charged me $2000. They said it was fixed. It was not fixed. Its still leaking.I brought it back and the guy got upset. I wanted to escalate to a manager but I cannot get a hold of anyone in authority.Business Response
Date: 04/12/2024
Spoke to ************ and we have a tentative appointment scheduled to have the previous work inspected and fixed properly.Customer Answer
Date: 04/12/2024
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.Initial Complaint
Date:02/28/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 2/9/24, I agreed to a $500 price on replacement of 4 each TPMS sensors at the Toyota dealership knowing that they will use *** parts, as always. After the work was done, the paperwork showed non-*** parts. They said they were sorry for not informing me ahead of time. They were holding my car. So I had to pay it. Their parts department told me afterwards that the *** units I expected were just over $100 each at the dealership and he showed the aftermarket ones they installed were $18 each at ******. So I was misled. I should have paid less than $200 instead of $500.Business Response
Date: 04/12/2024
After speaking with **************, we have agreed to replace all 4 TPMS sensors at no additional expense to the customer with OEM parts. Customer stated that he is happy with the resolution. We have an appointment scheduled.Customer Answer
Date: 04/13/2024
I am rejecting this response because: no one from Folsom lake Toyota spoke to me or made an appointment. Only the *** said they are now willing to replace the sensors with OEM because they had changes in personal. The dealer is not responding to my emails. When is the appointment? ThanksBusiness Response
Date: 05/15/2024
This customer was taken care of and handled and sensors were all replaced at no charge to customer. I had vehicle picked up and delivered.
Customer Answer
Date: 05/15/2024
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. Hopefully the sensors inside my tires are OEM this time. I hope they change their standard practice and only use OEM parts from now on.Initial Complaint
Date:11/13/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date of Incident: 10/13/2023 Claim Number with Insurance: Claim #*************** Nature of Complaint:I am filing this complaint due to significant delays and communication issues in the repair of my 2019 Toyota ****************** Platinum by Folsom Lake Toyota, compounded by their failure to effectively coordinate with ****************.Details of Complaint:My vehicle has been at Folsom Lake Toyota for over a month with no substantial progress.There is a critical communication breakdown between Folsom Lake Toyota and ***************** causing delays in insurance adjuster dispatch and inspection.Despite multiple attempts to resolve the issue, including direct communication with the dealerships representative, Gibriel, and the service manager, ***, the necessary information has not been conveyed to ****************.The delay has escalated to the point where my insurance will no longer cover my rental car, causing further inconvenience and expense.I have done all I can to facilitate communication between **************** and Folsom Lake Toyota.Desired Outcome:I am seeking an immediate resolution to this situation, including:Prompt and effective communication between Folsom Lake Toyota and **************** to expedite the inspection and repair process.A clear and concise estimate of my vehicle to Grange so the process can move forward. An adjuster has come out last Friday 11/10/2023 and was promised a clear estimate and it was not given.Compensation or an appropriate solution for the inconvenience and additional costs incurred due to the prolonged rental period.My contact details are as follows:*********************** 7 ********************, Folsom, ** ***** Phone: ************ Contact details for insurance agent handling claim:Name: *************************** Phone:************ Email: ***************** Her Supervisor's details Name: *********************** Phone: ************ Email: ****************Customer Answer
Date: 11/29/2023
Better Business Bureau:
Complaint ID: ********Please cancel this as the issue is being resolved.
Initial Complaint
Date:10/01/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a 2012 Toyota Highlander from them. The ****** died two months later. I took it to a shop and spent over $1,100 for a battery and alternator that was bad. It is still draining the battery and the battery goes dead after 20 hours of not driving it. It is unsafe to drive as it leaves us stranded.Business Response
Date: 10/27/2023
Called the customer several times but have yet to get a response. Left a detailed message today with my direct contact.Thanks*******************General Sales ManagerFolsom Lake Toyota*************Initial Complaint
Date:09/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a truck from Folsom Lake Toyota with cash on 9/28/2018. I paid cash for a 5 yr Service Plan and an 8 yr Extended ******** **************** Agreement or VSA #********) for $1,845. I just learned that 1 mo after the purchase on 10/31/18, FLT requested Toyota ********* Services (Corporate in *******) that my *** be cancelled and the money refunded to FLT, which it was. This was verified by Toyota Brand Engagement ******* who had a documented record of the request by FLT and that the money had indeed been returned to FLT. FLT has acknowledged this and sent me a copy of the cancellation that I will attach.This was done without my knowledge or consent. I was never contacted or given my money back. Once I became aware of this cancellation during an oil change at FLT ********* this July, I have made a trip to FLT to inquire about this cancellation where I learned that the Finance Manager I worked with at purchase, ******************************* no longer works there. I talked to Fin Mgr *********************** *************) who took my information and said he would talk to his manager about it when he returned and call me back. I never heard from him again.I called him back and left a message with no response. I talked to *************************** from *********** told him my issue and he said he would look into with **************** Never heard back from him. I called and talked to ******************* in their **************** he said he would look into it. I called him 8/10/23 and he blamed a clerical error at Corporate and they were still researching. I've talked to ******** Mgr Autin Cross, all with no follow-up. I called Toyota Corp again 8/10/23, started a Fraud Case (#************), They told me to wait 2 business days for FLT to be notified and respond, then call ************************, FLT **** Relations Mgr if I hadn't heard back. I've now called and left 3 msgs for her with no response.I just want my $1845 but I'm getting stonewalled. I'm frustrated and this was fraudulant. Please help. *****Business Response
Date: 12/11/2023
After having a chance to review the customers complaint. We found out the check for the warranty had been issued October 04,2023 and has been cashed and signed by ***************Please see the attachedI have also called ************** and left a detailed message to call me back regarding this issue.Thank you*******************General Sales ManagerInitial Complaint
Date:08/23/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
**** Toyota Camry, license plate number: *******, on 8/6/2023, the water tank of the car leaked, because it happened after the water tank leaked, the water temperature gauge was overheated, the engine fault light was on, and the car turned off when it arrived at the parking lot. ,8 /7/2023 I used a tow truck to the FOLSOM Toyota dealer repair shop, because I was afraid that the car engine was faulty and it was not worth repairing. After sending it for repair, I asked the store staff many times to check whether there was any problem with the engine before repairing. Their The answer was no. Later, the maintenance personnel inspected the whole car and issued many reports with problems. It was that no engine problems were detected. Later, I went to the repair shop to confirm with the staff whether there was any problem with the engine. His answer was that the engine No problem, then I decided to repair the car, paid a total of *******, and replaced the new water tank, water pump, thermostat, belt, etc. When picking up the car on 8/11/2023, the staff drove over to my car and handed it over to When I was in the car, the car was not turned off, and the car was idling all the time because I was sorting out the things in the car. During the process, for fifteen minutes, I found that the car engine was shaking abnormally. The dynamic fluid is different, causing the whole car to shake, and I found a dirty rag left in the radiator of the car, because I was in a hurry to go home, so I didnt ask the staff to test drive with me. After I drove out, I only drove After 4-5 miles, the engine shakes on the way, and the car engine fault light is on. It is difficult to start after stopping halfway, and then barely drives back to the parking space after starting. After half an hour, I want to start the car and drive back to the Toyota dealer. At this time, the car can no longer be started, so we can only find a tow truck to tow it back to the auto repair shop.Business Response
Date: 09/19/2023
Hi there,
Spoke with customer today. Customer is going to come in next week because they are interested in a Sienna and trading in their vehicle., possibly woodland edition.
AUSTIN CROSSInitial Complaint
Date:04/16/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a 2019 Toyota Camry at this location in March 2022. The day the vehicle was brought to my house, I called the dealership and said I didn't want the Extended warranty, ceramic coating and **** system service and requested they be removed from loan. I came in and signed the paperwork within a week. It's been a year and the warranty was credited back to the loan after several months. The **** service and ceramic coating are still outstanding and I'm not happy about paying finance charges on these items for over a year now. The dealership has said they're not sure if these would be refunded via a check to me, or to the dealership or a direct return to the loan, and would keep me apprised. I have been calling and the last contact from the dealership was by email saying that the extended warranty was cancelled and refunded to the loan. I have not heard back about the remaining items despite calls and emails requesting an update.Business Response
Date: 06/22/2023
After reviewing the information and doing a bit of research, I have determined that **************** is owed the refund of the ceramic coating (resistall) and the **** Security System.He will be refunded in the full amount of the accessories and the taxs on the items.I have reached out to **************** and left a detailed message No response yet.Thank you*******************General Sales ManagerFolsom Lake Toyota
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