Laura Montes

I trusted Longo Toyota with my 2013 Sequoia, but their service department has repeatedly demonstrated mechanical incompetence and a willingness to falsify digital records to hide their mistakes. The issue service department has repeatedly demonstrated mechanical incompetence and a willingness to falsify digital records to hide their mistakes. The issues began on May 10, 2025, when they performed an engine cleaning that amounted to a botched pressure wash of the engine bay. ​Things escalated severely during a subsequent routine maintenance visit. Their own certified master technician failed my coolant check and officially recommended a water pump replacement. Service Advisor Anthony Torres explicitly told me to ignore his own technician's warning, blamed the visible fluid on "spillage" from a previous September 19 coolant service, and sent me out the door. Exactly 48 hours later, the vehicle severely overheated in downtown Los Angeles, leaving me stranded. I was forced to buy the exact OEM water pump directly from Longo’s parts counter so an independent shop could fix their mistake immediately. ​When I demanded accountability, Longo management went into their database and scrubbed the previous $282.67 September 19 coolant service entirely from my Carfax report to hide the timeline of their negligence. Falsifying a vehicle's digital service history to dodge a repair bill is a deceptive business practice. ​To make matters worse, I recently discovered they are utilizing automated "menu pricing" to systemically overcharge consumers. On November 18, 2025, they billed me $280.00 for a minor transmission fluid drain-and-fill. Dealer paperwork from another Toyota franchise confirms this minor service only requires 4.2 quarts of fluid, meaning Longo is drastically overcharging for a basic gravity drain. Avoid this service department at all costs; they will damage your vehicle, overcharge you for parts, and digitally delete the evidence. More

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