Folsom Lake Toyota

This dealership made buying our new car a very bad experience for us. We knew this was not really the best time to buy a new car with the chip shortage and everything going on in the economy but when experience for us. We knew this was not really the best time to buy a new car with the chip shortage and everything going on in the economy but when my wife’s car pooped out, we had no choice. We thought about buying used but it made more sense to just buy new instead of used (used car prices are through the roof). So when we went to Folsom Lake Toyota to get a new Corolla Cross (which we were really excited about) we did not expect to get such bad customer service. It all started when: there was a $3800 dollar mark up for no reason (there goes are $4k down payment), the car we were looking for was not on the lot and we would have to wait for it to arrive. That was fine but the salesman said we would have to go through all the paperwork and sign the contract today as if the car was there. I asked why we can’t just be put on a waitlist or put a small deposit down till it came in and then do the contract (like other dealers were doing), they said NO, and if we wanted that car we would have to start the full buying process and do a full credit run/report. So in needing a car ASAP, and that being the one we wanted we went along with the process and was approved (our credit was run three times this first time) through Toyota Financial (This is who they told us, and we were approved through and originally signed for). The salesmen told us it would be about three weeks till the car comes and the finance guy told us 4 weeks so we figured about that. Since we had no car and my wife needed to get to work we had to rent a car. We rented from Toyota and even though we were buying a $40k Toyota we could not get a discount. With what the salesman and finance guy told us about when the car might arrive we rented the car for a month, over a thousand dollars for the month. In waiting for the car, we received a couple of calls from our salesman that they had no update on when the car was coming in. We had to call ourselves each week to ask and check in (Even though we spent $40k with them) We were the ones having to remind him that we were waiting and still paying for a rental car so wanted to know when the car would arrive. They just keep telling us they had no idea and the manufacturer was not giving them updates on the location of the car or when it was coming in. Now 30 days of waiting we still had no news on when the car would be in, so we had to rent the car for another month (that’s right another thousand dollars in rental) because they didn’t know where the car was. After waiting another 16 days the car was at the dealership. The salesman did call to tell me it arrived and that it would be one more day till we could pick it up because they need to do a new car inspection and they had to install the Clear bra and Ceramic tint (these are the items they offered in lieu of the $3800 dollar mark up on the sales price). Then on the day to pick it up they called to say we can still pick it up but the Clear Bra and Ceramic Tint were not there and on back order, so great another day without our car and more time we have to come back to have it installed. Why didn’t the dealership order those parts/items while the car was in transit? That’s not all when we got there to pick up the car we had to go back to finance to have the loan rewrote so that we could push the first payment 45 days out because the first original payment had already passed. In waiting for our car we contacted our insurance (AAA) to get a quote and add a new vehicle, we discovered that we have gap insurance through them (AAA) already so we were going to take off the gap insurance offered from the dealership. It was $15 dollars for dealerships and $4 dollars through AAA. So when we let them know we wanted to remove the gap insurance from the loan they said we can’t remove the gap and have the risk of losing our interest rate. I tried to stress that we didn’t want the gap anymore and that we were unhappy but then the finance guy started to spill out all these numbers on how their gap is better and if we were that concerned about the difference in prices then we should think twice about purchasing the car (I found this discriminating and extremely rude). We just signed the contract to get our new car and get the heck out of there, we felt taken advantage of and lied to. It didn’t stop after that, so we picked it up on a (6/10/22) Friday evening. We test drove it and walked around it, to find a big gash in the rear drive-side plastic panel (which can be fixed easily but just another problem to deal with). Then comes Sunday morning the wife and I both got notifications, that our credit was run again from Safe Credit Union. Come (6/14/22) Tuesday morning I call Safe to find out that the dealership tried to get us approved through Safe Credit Union, Golden One Credit Union, and Toyota Financial again. Now our credit was run three times again, for a total of six times (this is not okay). And even though they said we couldn’t/ shouldn’t because we could take the risk/ chance of losing our interest rate with Toyota Financial. I thought we have approved through Toyota already, so why try and get us approved again? So why did they have to run our credit again? This is very upsetting cause not only did our credit take multiple hits now but it looks like we could have removed the dealer gap insurance anyways. So we have been lied to multiple times by this dealership. In getting ready to send this out, we received another call from the dealership saying that we had to come back in to sign more paperwork that they forgot to have us sign. They didn’t say what paperwork it was and I had to talk with two different finance managers to find out what it was they even wanted us to sign. Come to find out they wanted us to come sign for the gap insurance. “You are kidding me right?” told him that we said when we were in there that we did not want the gap. After he tried to resale it to me again and after I had to say NO multiple times again, he finial said fine we can remove it and we would have to come in to sign a new contract. They did not even know who we were approved through and told me, Chase? This is crazy and such and inconvenient now and we still have to come back again for them to fix the damaged plastic panel and install the items they promised. So frustrating, all of this could have been prevented. Toyota says that they stand behind their product, service, and brand but yet dealerships are just plain taking advantage of customers. Buying a car is a big purchase and this was the first big purchase me and the wife made together and it was not pleasant. I feel that my wife and I were taken advantage of, discriminated against, mistreated, and lied to. More

Great service from Gibriel Kargbo! Very friendly and had my car in and out relatively quick. Very friendly and had my car in and out relatively quick. More

John Key was my Sales representative and he answered my questions promptly. Arranging the purchase of our new Rav 4 Hybrid was easy and I appreciate how smoothly the process went. questions promptly. Arranging the purchase of our new Rav 4 Hybrid was easy and I appreciate how smoothly the process went. More

Great service! The service advisor Gibriel has been very helpful and provided the timely update of the service completion. He also explained in detail about the ove The service advisor Gibriel has been very helpful and provided the timely update of the service completion. He also explained in detail about the overall cost, issues observed in the car etc. the repair service also was very punctual. More

I bought a used 2019 Toyota Certified RAV4 LE. In inspecting the vehicle I noticed some paint scratches and my salesman told me he would send me touch-up paint the next day, since they could not g In inspecting the vehicle I noticed some paint scratches and my salesman told me he would send me touch-up paint the next day, since they could not get anyone to fix it right away. I agreed in writing. It is now 2.5 weeks later and still no paint. I also found when I got home that one of the key fobs didn't work and was told the dealership would take care of it. Again, they have not as yet. Finally, their inspection missed that the right front passenger speaker was inoperative. I was finally able today to get that repaired at a different dealership. All-in-all, I have been dissatisfied with both the communication and service. More

I keep coming back to this dealership and my salesman John Key because they ALWAYS PROVIDE ME WITH EXCELLENT customer service. They are friendly and truly care about my every need. John puts my needs abo John Key because they ALWAYS PROVIDE ME WITH EXCELLENT customer service. They are friendly and truly care about my every need. John puts my needs above what might be better for him to sell. And in this day of car shortages they went above and beyond to get me a car quickly knowing I was without a car. I will always lease my cars from them because I know I can trust the lease will be good for me in the end. TRUST is most important. More

They did not contact me back no matter how much I tried contacting them and they never answer their phones. I've tried calling and emailing and not once received an email.... This is why I'm going with ano contacting them and they never answer their phones. I've tried calling and emailing and not once received an email.... This is why I'm going with another dealership... One that actually values their customers.... More

Good and they help me out and delay the pick up my because I have to do something and set the the equipment up for me thanks alot because I have to do something and set the the equipment up for me thanks alot More

John Key was a tremendous help. I was impressed with everyone at the dealership, but John Key was outstanding. everyone at the dealership, but John Key was outstanding. More

I was left standing outside, knocking on doors at 8:30 in the morning because the simple commitment of a scheduled appointment was too much. EIGHT hours later, they reached out, no acknowledgement or apolog the morning because the simple commitment of a scheduled appointment was too much. EIGHT hours later, they reached out, no acknowledgement or apology for blowing me off. Horrendous customer service. More