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Homayun of Fairfield CA (07/25/08)
I took my brand new RAV-4 for its 1st service, when I took my car, I saw oil stains on the carpet as well as side railing. As I complaint, they steam wash the carpet which did not remove the stain but mask it to some extent. The stains came back after few weeks.
On the next oil change, I mentioned that I don't want any stain on my carpet when I get it back. And once I received my vehicle, I got more stains on my carpet.
I am furious! I got a call few days later from a caller that if I am happy with my service experience. I said NO emphatically and the call said I have the manager to contact you. I did not hear from anybody since.
I have to buy a new set of carpet. In addition, I have to bear with the problem of taking my car into another dealership not knowing which one is good.
Carol of Suisun City CA (07/07/08)
I went through the main Toyota website to build a car. They then referred my requested car to the Internet Sales Department at Fairfield Toyota. Ron Sampson was the representative that answered me via email. He gave me a quote of $24.414. I emailed him back saying that I wished to verify that he was talking about the car that I had built on Toyota.com. I listed the packages that had been chosen in that same email. He confirmed via email that the car I had requested could be sold to me for the amount originally quoted. So I made an appointment with him to pick up the car. On arrival at the dealership he showed me to a car that was not the one I had requested...the packages I had requested were not included in this car, no leather, no navigation system, no rear spoiler... I was then told that that was not the car that I had ordered. I produced copies of all of the emails and a copy of the Toyota.Com info page that listed all that I had requested to be included with the car. He then stated that that was not the car he had made a quote on and that he did not know what option B at Toyota.com meant. Sue Keen, manager of the Internet Division joined in and stated that they were unable to stand by the original quote. Though I did buy a car from them at a much higher quote, I would never trust them with an internet quote and I will never purchase a car from them again.
Madelene of Fairfield CA (12/07/07)
My husband and I purchased a 2006 Chevy Trailblazer from Fairfield Toyota July 1 2006. On that day we also purchased an extended warranty that covered the vehicle bumper to bumper for 100,000 miles or 72 months, whichever came first. At the time of signing no paperwork involving the extended warranty was given to us. In November of 2007 we took our trailblazer into the local Chevrolet Dealership for what sounded like a high pitch whine and squeel at idle that also got louder upon acceleration. We were told by the mechanic that it was the Idler Pulley and Idler Pulley Bearing that needed to be replaced. The amount of repairs was quoted at over $700.00 and the WARRANTY was only going to cover $151.50 of it. I was blown away.
We paid $3104.00 for this warranty and they are only covering $151.50 of it. I asked the mechanic who handled the claim why they weren't covering all of it and I was informed that thats the only portion they would cover. I took my vehicle home and discussed it with my husband. Something wasn't right or fair but we didn't know what the warranty covered and didn't cover as we never recieved anything from the company itself informing us of Coverage. I called the mechanic back that next day and asked for the Warranty Companies contact information. Upon recieving it I placed a call to the number provided to me. A woman answered and after spending 20 minutes explaining the issues at hand to her she informed me that they didn't handle that and that I would have to call the dealership of purchase and find out what my policy covered and didn't cover. I hung up with her and called Fairfield Toyota. Speaking with three different people before finally reaching the voicemail of the person I was suppose to talk to.
I left a brief but definitive message and my number. I recieved a call back within 2 hours. Only to be informed that there wasn't anything that she could tell me other then she would get the Warranty information out to me as soon as possible and told me to call back to the warranty company itself. In the course of a day I made about three rounds of calling between the warranty company ( Century Automotive Service Corporation ) and Fairfield Toyota. Each time being told you have to call the other. I was frustrated to say the least. In the end Fairfield Toyota informed me that they would need information from the Mechanic and to have him fax over all the information he has on the repairs needed. I called and told the mechanic what Fairfield Toyota was asking for and he said he would call and discuss with them what was needed and would give me a call back. I was also told by Fairfield Toyota that they would call with the findings as soon as possible. That was November 8th, 2007.
It is now December 7th and I have yet to hear from Fairfield Toyota, The Mechanic , Or Century Automotive Service Corporation to this day. I have a $27,000 vehicle that is sitting in my driveway because the warranty that I purchased at the same time I purchased my vehicle won't cover repairs. Fairfield Toyota will not handle their end of the matter which would be to ensure that the warranty that they offered to us for purchase be legitimate. I am in the process of filing a claim with the State Of California Department of Insurance regarding this matter, against Fairfield Toyota and Century Automotive Service Corporation. I will also be looking into legal proceedings. When a person purchases an extended warranty and under that warranty PARTS AND LABOR are covered. They should COVER the repairs. No questions asked. Isn't that the purpose behind purchasing an Extended Warranty of 100,000 miles or 72 months?
Hayley of Concord CA (02/07/06)
My husband and I went to buy a car at this dealership. We were completly satisfied with the service that was being rendered to us until we went and talked to the finace person. He was overly pushy and made us feel guilty that we couldn't afford all of the warranty's. He then proceeded to urge us to finace through the toyota company and we told him absolutly not. We brought our own information for the credit union that we were preapproved at and that we had been dealing with for years. He continued to push and finally accepted that we were not budgeing on this issue. He told us that he would FexEx the paper work to the credit union that next day. We finished signing the paper work and left with our new car feeling as though Keith tainted the car buying process for us.
Three weeks later our credit union continued to call us and ask for the paper work from the car dealership as they still had not yet received it. The next day I recieved a bill in the mail from Toyota stating when the first payment for our car was due from them and welcoming us to Toyota and thanking us for choosing them for our financing. I was immedietly frustrated and gave Keith a call. He was currently with another customer and called me back the next day. He finally set things in motion in the right direction and we are now in the process of straightening things out. We were told that this was a mistake and that the paper work was misplaced. My husband and I feel as though this mix up was done on purpose so those involved could recieve their bonuses or perks for getting us to go through toyota instead of our own credit union. We feel as though much stress and confusion could have been avoided if someone(s) had done their job properly in the first place. We will never recommend this dealership to anyone.
There was no economic or physical damage that has resuled up until this point. Just alot of frustration and stress.
Lisa of Concord CA (08/15/05)
I was sold a used car that was sold for $1000.00 below the listed price for the exact same new car. After completing all the paperwork, I learned that the car had a 6-inch scratch on the front bumper with other nicks, scratches and dents on the rear bumper and driver's side rear quarter panel. When I saw the scratches, I was upset and said I would have never bought the car, had I known about them. I was ignored and told it was too late. The next day, I returned to the car lot, and spoke with the general manager, Mr. Richardson, and asked if I could return the car to purchase a new one I was refused and Mr. Richardson was rude and turned us away. He directed us off of his private property or he would call the police. He was unsympathetic and I was humiliated on the lot in front of other customers. I pleaded with him, in public in front of other customers pleading that he allow me to buy a new car instead of the one I had purchased with 10,000 miles, no master key and and scratches, dents and miscellaneous body damage on it. He walked away without a word.
The Buyer's Guide did not indicate a price nor was there anything written on it detailing the waranty or the damages (i.e., scratches, nicks, or dents) were not disclosed. Moreover, after I had signed the documents to purchase the car (not knowing about the scratches and dents) I was approached by the financial representative and informed that he forgot about having me sign the buyer's guide. He had a buyer's guide that listed the vehicle information, and it indicated the car was sold in As is condition; although no where else was I made aware that this was so. I immediately objected and corrected him, saying that I was told the car had the three-year manufacturer's warranty and I purchased an extended warranty as well. The financial representative told me that it wasn't important and it really didn't matter. He changed the As is to Limited Warranty asking me to initial the change as well as sign the Buyer's Guide in the back, but he did not provide me with a copy.
The vehicle was misrepresented in this deal. That is, I did not know the car had the 6-inch deep scratch on the front bumper, besides the other ones I indicated. When I said I would have never purchased the car if I knew those scratches were there, I was ignored and told it was too late.
Richard of Fairfield CA (05/31/05)
On Sunday, April 3rd, 2005, my wife and I went to Fairfield Toyota to get a part for our 2004 Toyota Corolla. The parts department was closed so we decided to look at a new car for me. I occasionally use a company truck and was in need of a commuter vehicle because of the age of my current vehicle. We landed on a 2004 Chevy Cavalier and went through the Special Finance Department and dealt with Nathan Rodriquez. I signed the buyers paperwork and we were on our way. The deal called for $500 down and my trade in which was a 1985 Toyota MR2. They gave me $500 for the trade and a reasonable payment for the new car.
On April the 11th, 2005, Jennifer Hudson, Director of Special Finance called and told me that she got me a better rate and lowered my payment. She got my loan bought by a credit union so I went into the dealership to sign the new paperwork. She had managed to lower my interest rate .9% and my payment around $40 a month. I tought this was awesome. My first payment would be due May the 26th, 2005.
Around the 15th of April, 2005, I received a phone call from ACC, the loan aquisition company asking for a little information and welcoming me to the Patelco Credit Union Family. At the end of the phone call I was told where to make my first payment in case I didn't recieve the statement in time.
On the 19th of May, 2005, I decided to give Patelco a phone call and inquire as to what my account number was since I didn't feel entirely comfortable mailing it without an account number written on the check and I hadn't reeived any sort of mailings or statements. The told me that my loan was never finalized by the dealership and that I needed to take it up with them. I then called the dealership and spoke with Tim Dooley in the Fairfield Toyota Finance department. He informed me that I was still pending and not to worry about anything.
It had been way more than the normal 10 day buying time for my loan, so I went into the dealership on the 20th of May, 2005, to talk to Jennifer Hudson. She informed me that monies were still owed to make the deal go through and that if I didn't want the car to return it to them. I unwound the deal and returned the vehicle. I signed a realease of liability and a statement of facts that detailed the return of my trade in and the $500 I initially put down.
As of today, May 31st, 2005, I have not heard back from anyone at either of the dealerships. I have repeatedly called and left messages with anyone that answers the phone and with many different peoples voicemail.
I am very frustrated an out a car and $500.
I have not been returned my vehicle and I am still owed $500.
Mrs. of Suisun CA (06/01/01)
On Saturday May 19, 2001 my husband pulled in front of our house in his six-month-old Toyota Tacoma to pick me up. He got out to come get me. I got in on the passenger side of the truck and shut my door. My husband got in and shut his door. At that exact time the passenger side window crumbled in my lap. Shattered, completely shattered.
We looked at each other in awe. My husband got out and came over to the other side to see what could have caused that to happen. We spent an hour going over the whole truck. He finally decided, being that the truck was only six months old, that it must be a defective window, so he took it back to Fairfield Toyota where he purchased the truck. The lady was very nice and said no problem, that they would fix it. She gave us a rental car and said that they would call us when the window was replaced. A week went by and we got a phone call from the service department saying that the window had been put in and that "by the way," it was a bee bee gun and they had proof of it. We both immedietely said no way!! My husband went to Fairfield Toyota to get his truck on the Tuesday following Memorial Day. The lady in the service department said to have our insurance company call them for the claim. My husband immediately asked, "For what?" Never at anytime prior to them putting in the new window did they call to tell us what they believed happened, nor to get permission to put that window in. We have to have pre authorization from our insurance for any claim, and there should not even be a claim. There is also a very suspicious screw driver mark near the window, that myself, my husband, and my 13-year-old son would never have missed the day of the event. You couldn't possibly miss that mark. The service department basically said that at the same time my husband shut his door, someone had to have been standing in our yard and shoot a bee bee at the truck.
Jeff of Suisun, CA, writes:
On Saturday May 19, 2001 my husband pulled in front of our house in his six-month-old Toyota Tacoma to pick me up. He got out to come get me. I got in on the passenger side of the truck and shut my door. My husband got in and shut his door. At that exact time the passenger side window crumbled in my lap. Shattered, completely shattered. We looked at each other in awe. My husband got out and came over to the other side to see what could have caused that to happen. We spent an hour going over the whole truck. He finally decided, being that the truck was only six months old, that it must be a defective window, so he took it back to Fairfield Toyota where he purchased the truck. The lady was very nice and said no problem, that they would fix it. She gave us a rental car and said that they would call us when the window was replaced. A week went by and we got a phone call from the service department saying that the window had been put in and that "by the way," it was a bee bee gun and they had proof of it. We both immedietely said no way!! My husband went to Fairfield Toyota to get his truck on the Tuesday following Memorial Day. The lady in the service department said to have our insurance company call them for the claim. My husband immediately asked, "For what?"
Never at anytime prior to them putting in the new window did they call to tell us what they believed happened, nor to get permission to put that window in. We have to have pre authorization from our insurance for any claim, and there should not even be a claim. There is also a very suspicious screw driver mark near the window, that myself, my husband, and my 13-year-old son would never have missed the day of the event. You couldn't possibly miss that mark. The service department basically said that at the same time my husband shut his door, someone had to have been standing in our yard and shoot a bee bee at the truck. Please, I said, they would have to have been aiming at my head. I have done a little bee bee research on my own. A bee bee gun would immediately shatter the window or go sraight through, it would not wait 10 to 15 minutes until my husband shut his door to crumble. It is all so ridiculous.
We have our truck and in my eyes a new window on Fairfield Toyota. They have no bee bees or any proof that it was a bee bee gun. My husband was never shown anything. On top of all that, we called the corporate office and complained about the service. They said that the factory rep looked at the window and said there was no defect. We laughed and pointed out that there was no window left. What were they examining?! The entire window shattered in my lap. We also had the truck in our possession when they supposedly checked for defects. Needless to say, we have the truck and will go to another dealer to have the screwdriver mark that mysteriously appeared removed. The real mystery is that they say it was from a pellet gun. Okay, so a pellet gun with a bee bee in it broke the window. Sure. It's just perposterous. If in fact the window was broken by a bee bee gun, we would have called a fix it place and paid $100, not whatever out of this world price they would ask for. We never did get a bill and my husband never signed for anything. That's the glory of it all.
Luckily, no physical or economic damage was done. Unfortunately, I will never buy a Toyota again.
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