Freeman Toyota

Terrible Customer Service My experience started after I purchased a certified used 2012 Sienna 3 months ago. After just 2 months the A/C on my car gave out in heat of mid Ju My experience started after I purchased a certified used 2012 Sienna 3 months ago. After just 2 months the A/C on my car gave out in heat of mid July. I scheduled an appoint. on the Freeman website for Sat morning and brought my car in to the service department where I was greeted by James. At first he had a hard time finding my appoint. and after I told to him that I had made it on the website using the schedule appointment page, he explained to me that the website appoint. function wasn't up and running perfectly yet. I told him my problem, they did diagnostic on my car for the day and I used the shuttle program to get home and back from the service department. When I came to pick up the car, James informed me that the car required A/C service and the location of parts need replacement were in hard to reach areas of the dash/engine which justified the hefty price tag for diagnostics at $156 which I originally thought shouldn't cost me anything since my car was a certified used vehicle and I had purchased the platinum extended warranty. He told me regardless of my warranty I still needed to pay the diagnostic fee. He told me I would get a call the following Tues/Wed when the part arrived to reserve an appt. The service I needed would only take 3 hrs. hrs. Tues & Wed came and went with no call and it wasn't until the following Monday when I finally was able to get someone on the phone after leaving messages for James everyday Wed-Sat. I had a car with no A/C and two small children for over a week in July on one of the hottest weeks of the year. On Mon. I set up an appt. with a rep who told me the part came in as scheduled on Wed the week prior. I was greeted at my appt. by Curtis who informed me my service would take 3 days not 2 hrs and I could rent a car complimentary. 3 days into service, Curtis called to tell me my car would take 4 days instead of 3. On Friday, I returned my rental, picked up my car from Curtis and received my receipt with $1800 worth of service covered by warranty. Not once being told I am owed a refund for my diagnostic fee. After almost 2 weeks later James calls me to inform me that the part I need is covered by warranty and I can come it to get service. I called him back explained I received service already, and was expecting a refund for my paid diagnostic fee. He sounded confused and tells me he will call me back in 10 min. Never heard back from him, I called and left him a message, and after 3 days I finally called Freeman to talk to the GM of service dept. David calls me back and tells me the GM Jerry is unavailable. Hey tells me he is sorry for my experience and will send me my diagnostic fee back ASAP and inform the GM of my experience. That's it! No remuneration, no compensation, no asking what he can do to make it better or make it up to me, giving me a reason to try give them another shot. In fact, it seemed like he was doing me a favor by getting the money they owed me back to me. With so many other great options in Sonoma to use for Toyota service why would you go somewhere, where the reps have inconsistent stories, terrible communication with their customers, and are willing to take your money they are not owed. Disgraceful and unethical business practices. More

My Limited Edition Ford Thunderbird was "totalled" when someone hit it while it was parked. I did numerous internet searches to find a replacement and found one at Freeman Toyota and sent "totalled" when someone hit it while it was parked. I did numerous internet searches to find a replacement and found one at Freeman Toyota and sent in an electronic request for more information. John was so patient with me and my numerous emails requesting information (I did not want to make the long drive to Santa Rosa if the car was not a good replacement for mine.) John and Marty were again patient with me while checking over the car ( and I do mean checking as in a checklist with every item listed that I knew could go wrong with the car as I had owned one for over 9 years), John and Marty were fantastic in helping me get a good price to cover the cost of the car vs. my settlement check from the insurance company for the replacement of my original car. I still was out of pocket but felt good that the car I was buying was at a reasonable price especially considering there were only three cars I could find in all of CA and their price was already the lowest. Gary in finance was great. He took us through the process of purchasing the car in a professional, efficient manner and explained the different options for purchasing an extended warranty. We were concerned about purchasing a 10 year old car without one as we know the high cost of repairs for this baby. It took us over 3 hours to drive to Santa Rosa in the traffic and rain and it was close to closing by the time we got there. Everyone was patient with us and did not try to hurry us through the process. Would I recommend driving to Santa Rosa Freeman Toyota to purchase a car? YES More

The Freeman Toyota "service department" is not about service. Bought a new vehicle, but after five visits and 25,000 miles we still have unresolved warranty repair issues. They simply refuse to about service. Bought a new vehicle, but after five visits and 25,000 miles we still have unresolved warranty repair issues. They simply refuse to honor the new car warranty. More interesting, however, is they try to sell you parts you don't need! Parts I replaced myself just 2 months before! My advice is to avoid this place. More

I bought a new Prius from freeman. Jim was friendly in a hands off straight-forward way. I felt he balanced my needs well with his incentive to sell. Truthful and followed through. Shona was very nice and f hands off straight-forward way. I felt he balanced my needs well with his incentive to sell. Truthful and followed through. Shona was very nice and friendly. Felt she only tried to sell me the things I would need. Recomended. Was able to drive to work directly from the dealership :) More

If you're like me and if you don't buy a car every day, you expect some amount of help from your dealer. Of course, you can still consult some documentation, reviews, websites, blogs, etc; sometimes, your you expect some amount of help from your dealer. Of course, you can still consult some documentation, reviews, websites, blogs, etc; sometimes, your questions are not answered by manuals, websites, reviews or blogs. This is why you probably won't buy a car on Amazon like any other commodity, but will speak to a dealer and try to figure out whether the car you dreamt about is really going to suit you. In that instance, buying a car becomes a "trust" relationship between you and the dealer you are speaking to. The level of trust you will place in a dealer depends on his ability to answer clearly and correctly to questions you know the answers and then to its assurance when he's giving you the details of matters you don't know. At that point, all legal rules, directives and requirements become almost secondary and you feel satisfied that your questions have found a reasonable outcome. This is also the experience I had when I bought my Toyota RAV4 at Freeman's in April 2011; except that: My wife and I came from Switzerland last year and needed to buy a car. Our intention's always been to stay in the US for a max of two years. At the time we bought our RAV4, we knew we would bring it back with us; I had already checked with the Swiss "DMV" that this would not be a too difficult task to have the car registered in Switzerland. Before we inquired Freeman, we spent numerous hours on the internet trying to figure out what car was the best for us and then decided that we would go for a RAV4. As a matter of convenience, we wanted to have the satellite navigation installed. We went to the dealership and had a chat with the salesman. We exposed clearly our situation and the fact that we would be going back to Switzerland after 2 years and that we were concern if any part of the vehicle or its devices would be compatible with the European standards; he did not make any comments regarding these questions and confirmed that we would just need to buy a GPS DVD for Europe. We came back home that evening with our opinion almost made. The week after, we phoned the salesman and confirmed that we would be happy to buy that car. Now, it's time to pack; my car is going to be shipped in less than 2 weeks. Candidly, I consulted the internet to find the way to buy that GPS DVD and found on the Toyota Europe website the list of DVDs that are available; however, I noticed also a disclaimer that advised me that European DVDs aren't compatible with cars sold in the US. It sounds like someone did not inform me correctly. On top of that, this limitation is never/nowhere mentioned in the car manuals or on the Toyota US website. My first reaction was to phone Freeman; I got in contact with the General sales manager who took the time to answer my call and listen to my concern. As a matter of fact, this was the first time he was reported such a situation and wanted some time a) to make some research and b) to have a discussion with the salesman. We agreed he would call back. 2 business days and a weekend later, I took the phone to hear from him. He reported: "I discussed with the salesman who remembered you had a discussion about the Bluetooth, but nothing about the sat nav; based on his records and the time I have been knowing him, I have to trust him. I cannot do anything for you." End of story; in other words, I do not say the truth, i.e. I lie. It sounds like he's just found an easy escape not to face his responsibilities! As you can imagine, I haven't had a good experience with Freeman. I tried through Toyota US, but their reaction was the same. When I said at the beginning of my story that buying a car was in most cases a "trust" relationship, I feel now like I have been betrayed. I feel utterly betrayed to have been told what it sounded the right thing to tell me in order to sell the car; I feel utterly betrayed to be told now that I lied, when, last year, I placed my trust in a salesman. I feel angry against the Toyota US, which told me that "Toyota does not recommend exporting cars and cannot do anything for you." This is not what you are told when you purchase a car after expressively inquiring about that; this is not what you read in the car manuals. On purpose, or not, I was given some incorrect information that lead me to buy a car that I would have not if I had been better informed. This cannot be considered as "fair business". Now, I do not know how I am going to modify the car, to the extent it's possible and how much it will cost me. I do nevertheless feel that it would have probably been peanuts for Freeman, surely nothing for Toyota US. I hope the above will help anybody purchasing a car at Freeman (or elsewhere) to avoid being caught in such a situation. Maybe the key is to take minutes or records of the discussions/negotiations in order to have the dealerships face their responsibilities. There is one thing rather sure today: it was my first Toyota, and the last one! More

Touch bases with customers if they are waiting for over several hours for repair work to be done. Let them know the status of that work now and then. The customer shouldn't have to inquire as to the statu several hours for repair work to be done. Let them know the status of that work now and then. The customer shouldn't have to inquire as to the status of ther work being done. Unfortunately, nowadays work being done in a dealership is somewhat expensive as is parts. More

I have driven only Mercedes for 20 years. This dealership was just as good... friendly, helpful and very professional. I am so pleased with the amount of time and effort put into my purchase and dealership was just as good... friendly, helpful and very professional. I am so pleased with the amount of time and effort put into my purchase and my follow-up visit. I felt like they really cared if my questions were answered and if I was happy with the result. Jim took care of our purchase, waiting late for us on Father's Day. Andrew, I think took most of his day helping me understand our new Prius and all of the electronics..never making me feel rushed. Great dealership! More

We were treated as valued clients during estimate, work and post work needs. Honest, quality and on schedule. Facilitated interaction with the insurance company. Unfortunately, my wife and I have needed and post work needs. Honest, quality and on schedule. Facilitated interaction with the insurance company. Unfortunately, my wife and I have needed Greg's and Freeman Collision Center's service a few times this year. Each time I found myself working with a professional and knowledgeable staff. I was treated as a valued client during estimate, work and post work needs. Honest, quality and on schedule. The lead estimator, and now shop manager, Greg Gustafson, gave me the direction and choices I needed. He facilitated interaction with the insurance company. He arranged for my rental car, even getting me an extension when I needed it. Most of all, both my wife and I are very satisfied with the work that was done. There is one added bonus that I did not expect. Once you are a valued client, you seem to be able to keep that status. A couple of times little questions and needs came up. Greg and Freeman Collision took care of these things immediately and with a minimum of fuss. Thank you Freeman Collision Center. More

Dealer willing to meet a lower price from another dealer. Dealer willing to structure a trade with another dealer as the specific color we desired was extremely low in inventory levels throughout California Dealer willing to structure a trade with another dealer as the specific color we desired was extremely low in inventory levels throughout California. More