Toyota of Downtown L.A.

Ben was amazing. He stayed in constant contact with me prior to our appointment and answered all questions I had about leasing. He was willing to be flexible with me on certain issues, and the car I have prior to our appointment and answered all questions I had about leasing. He was willing to be flexible with me on certain issues, and the car I have is all I could have hoped for and more. More

went in to buyout current lease, but was not explained the process. then waited while the sales was doing a sales transaction, again, we were not explained the process and after a long period of waiting, the process. then waited while the sales was doing a sales transaction, again, we were not explained the process and after a long period of waiting, we went to finance. the finance guy was impatient and messed up with the city of my address and didn’t change it saying it was for internal purposes then rudely crossed it out without fixing it. it was NOT for internal purposes as the mail from Toyota came with the incorrect information. More

In the 8 years I've been a loyal customer of Toyota (I've bought 3 new cars), I have avoided the DTLA dealer for it's bad reputation. Since Covid, I decided to visit this dealership for service because of it bought 3 new cars), I have avoided the DTLA dealer for it's bad reputation. Since Covid, I decided to visit this dealership for service because of its location. My first visit was 8 months ago when I visited without an appointment to complete multiple services on my car. In that occasion, I drove in and out within 3 hours. Even though I've had service completed in half that time in Glendale, I felt satisfied with the experience because of time efficiency, clear expectations, and customer service. For that reason, I decided to make an appointment for an oil change on Tuesday, but now I completely regret bringing my business to this dealership. This has been the only time that I have been disappointed with Toyota. To begin, I made an appointment, but when I drove into the service department I was not asked if I had one. Since appointments are always pushed as 'best option to avoid wait', I was confused as why the only question was "what are you in for?" After I answered "simple oil change", the greeter asked me to move to the left lane and placed a number on top of car. After waiting for about 20 minutes and having other cars who came after us be helped, we where approached by a service advisor. I understand that it's a business and they might choose to help customers in order of possible sales (be it service items or new car/trade in), but a time expectancy or even an acknowledgement would have been greatly appreciated. Neither where done! We informed advisor, Dwayne, we needed only an oil change, but where offered other services. After declining additional services, we informed him of our time crunch and his response was "car will be ready around 4-4:30 PM". I decided to stay because it was 1:50 PM. Once he handed us paperwork, I noticed the promised time said 'waiter'. I decided to verbally confirm 4:30 PM, which he then agreed. When 4:30 PM arrived, my husband inquired time expectancy with another advisor and she stated "they have not started on the car, it will be another 30 minutes". At this point, frustration is inevitable. My husband asked for the manager's business card from the associate. She approached manager, Ricardo Rodriguez, to ask for card directly from him, so he was aware of my husband's request. At 4:56 PM, I received a text message asking, "running behind, can we have until 5:45 PM?" At 5:45 PM, we decided to stand outside next to the service advisors desks. It wasn't until 6:01 PM, I received a text message stating car was ready. My husband received documents and made payment with cashier, Olga, at 6:02 PM. At this point, we noticed Ricardo was available, so we approached him. My husband asked him politely, "why does it take more than 4 hours for an oil change?" His response was that they are short staffed. Ricardo stated it was a group of 12 and he had only about half that day. My response was "if that is the case, why doesn't the dealership reduce or limit appointments or walk ins?" In response I received, "the appointment service is run through a 3rd party and it would take 24 hours for openings to be changed." Our civil conversation went on for about 5 minutes, but it seemed as our concerns weren't important because we received shrugs, no apologies, or affirmations of future changes. Finally, a few minutes short from 5 hours, we were leaving the dealership. Overall, besides the friendly and efficient cashier, nothing from the greeting to the management response had a positive impact. If this was a public service business I would understand the excessive wait, but I'm a paying customer in a profit corporation. Our frustration with this experience could have been avoided with an associate acknowledgement and a time expectancy provided from the start. If staffing issues and other information were provided at the beginning, we could have made a decision to wait or not. I had been contemplating selling or trading in this car with Toyota, but with such inconsiderate customer service I rather move on to other options. More

Excellent service, fast, empathy with my budget, they met my expectations, the staff was very professional, trained to meet our needs, and they managed a good inventory to choose from, I only hope my refund my expectations, the staff was very professional, trained to meet our needs, and they managed a good inventory to choose from, I only hope my refund comes quickly. More

Great service. I got my car really quick and the process was really smooth. They Delivered it with no problem and on time as well. was really smooth. They Delivered it with no problem and on time as well. More

I dealt with James Han. I can’t say enough about his patience and temperament! I will never buy a Toyota from any other dealership. patience and temperament! I will never buy a Toyota from any other dealership. More

Amabilidad excelente servicio..apoyo en todas las dudas y muy buena explicacion de sus servicios en el idioma de tu nacionalidad.. Lo recomiendo sin pensarlo muy buena explicacion de sus servicios en el idioma de tu nacionalidad.. Lo recomiendo sin pensarlo More

George from finance gave misleading information regarding cancelling gap insurance. He said I could cancel anytime and this appears false. He said to contact him on Wednesday to cancel it, which I did, only cancelling gap insurance. He said I could cancel anytime and this appears false. He said to contact him on Wednesday to cancel it, which I did, only to find out that he was gone on vacation. It sounds like I will have to come in physically to cancel this in person which is not what I was expecting per George whose exact words were “email me on or after Wednesday and you can cancel anytime.” This sort of misleading information is precisely why I will not be doing business with Toyota in the future if your financial “advisors” are prone to giving misleading information and letting their customers jump through more hoops to get something done. More

We’ve been going to this dealership for years now and every time we go we end up buying a new car, their customer service is excellent! I recommend them! go with Elmer, he knows what he’s doing and does every time we go we end up buying a new car, their customer service is excellent! I recommend them! go with Elmer, he knows what he’s doing and does not pressure you into buying a car. Excellent seller! More

Overall great customer service! Esther Zhang was a great help in finding the vehicle I was looking for. The whole process was smooth and easy. Thank you Esther! help in finding the vehicle I was looking for. The whole process was smooth and easy. Thank you Esther! More