Toyota Walnut Creek
I can’t tell you how much it pains me to write this review. My family and I have been loyal customers of Toyota of Walnut Creek for decades. However, after my latest encounter with them, we will no longer be using them as our new car dealer, or for Toyota service.\n\nWe leased our 2015 Toyota Camry XSE from TWC and never missed a service during it’s three years with us. As decision time is approaching on what we want to do at lease end, we had the car checked out by the service department. They informed us that the tires, Bridgestone Turanzas, had no usable tread on them whatsoever. Having leased many cars in the past, we have NEVER EVEN COME CLOSE to wearing out tires prior to lease end, so I never really paid any attention to them. The tires only had $36K on them. \n\nThe service adviser informed me that replacement would cost over $1000. When I asked what the tread ware warranty was on them, he informed me there was no warranty. Really? Toyota puts $200+ tires on a $35K vehicle and they have no warranty at all? What kind of junk are they putting on their cars? At this point, I had no choice but to replace the tires, as I would be dinged for them at lease end, if they made it that far! \n\nThe service adviser told me she would need to speak with her manager to see how they could help me. As we were talking, the manager walked by no less than three times, ignoring my advisers calls for assistance. She finally walked into his office and caught him there. When she returned, she told me he was too busy to speak with me and gave me his card. Getting annoyed at this point, I told her to inform him that I was the customer and that he needed to come out and address this face to face. Me calling him later was not an option! She did so, and returned saying he was doing payroll and would not come out to meet with me. Excuse me, but without the customer, there would be no payroll. \n\nAt that time, I went on to the service floor and, after waiting at the counter (ignored by several people), finally spoke with the General Sales Manager. I explained the problem and informed him that if Toyota would not do anything about this, I would go out and buy the cheapest pieces of junk tires I could find and put them on before turning the car in. He was very courteous, in a Salesman kind of way. He examined my tires and agreed that they were shot. He went back and spoke with the Service Manager, apparently getting the same result that I did. Returning, he apologized for the troubles I was having with the Service Manager and referred me to the Toyota Experience Center phone line. He also told me that the dealership had recently changed ownership and that they certainly didn’t want to treat loyal customers this way. He informed me of the process for putting in a claim, to include that it would probably be a week or so before I received an answer.\n\nI went home and immediately contacted the number. The representative was very courteous and took my claim information. She also informed me that the dealership had three days to respond and that I could expect an answer in approximately a week. Within two hours I received a call offering to provide a \”Customer Loyalty Reimbursement\” for $750 to partially cover new tires. This was good on Toyota’s part. But it also left me with the impression that they had heard this complaint before, as the dealership didn’t even have time to respond to any supposed request for input. After disconnecting, I got on TWC’s website an ordered new tires. I was able to find a tire that fit my car for $785 out the door. This turned out to be only a $35 loss on my part, but the tires are not the best! I also had to front the money and submit paperwork for reimbursement. I made an appointment for installation three days later.\n\nWhen I arrived for my appointment, which was made for 7 am so we could get in and out, the service department had no record of my order and, consequently, never ordered my tires. I was told the tires would be in at noon. Around noon, we received a call that the tires would be in late and wouldn’t be done until after 5 pm. While they did provide me with a rental car at no cost, the day was pretty much shot waiting for the job to be completed. This is obviously not the same dealership since they changed ownership! Also see:https://www.yelp.com/biz/toyota-walnut-creek-walnut-creek-5?osq=toyota+of+walnut+creek. They have a 2 rating there!\n\nWe still haven’t determined whether we are going to buy the car outright, get a new lease, or just turn it in all together and go a different direction. However, with this experience, combined with the sub-par materials Toyota is putting on their vehicles nowadays (we had other issues with pieces falling apart during this lease), we are leaning toward the latter. Either way, we will NOT be doing business with TWC again! \n\nAgain, this is not an enjoyable review, as we’ve been loyal customers for many years!
I am not the type of person to spend time reviewing businesses as I don’t have the spare time (3 young children and a life) and honestly I am not really interested in sharing my everyday day exchanges with businesses. I own a business so I understand that sometimes things go great and sometimes things are meh and we all move on. That is life. Unfortunately, this review has been a long time coming from other experiences and my experience yesterday was so bad that I can’t let it pass. \n I set up an 9am appointment with the service dept. to do regular maintenance on a 2011 Sequoia and rotate the tires. I also asked them to look into a seatbelt that doesn’t latch and a headrest that isn’t working correctly. When I bought the vehicle from Toyota Walnut Creek they sold me, at a premium, an aftermarket warranty that covers most everything except trim pieces. So seatbelt and headrest (both safety issues) should be covered. \n My wife was kind enough to drop it off for me with strict instructions not to deviate from what I had already discussed with Toyota service dept. and to give them my phone number (which they already have) in the event they have questions. My wife did exactly what I asked as I saw her right before she went to work after dropping off the car. Come 12:30 yesterday I hadn’t heard anything from Toyota Walnut Creek so I call the Service dept. and talk to an advisor for 10+ minutes who decides she \”can’t find my car so it must not be here\”. I give her my name, my wife’s name, my phone numbers, my wife’s phone numbers, etc and she still can’t find it. I tell her it is very frustrating to be told you can’t locate a car that was dropped off less than 4 hours ago and she say’s \”yeah it probably is\” and offers no solutions. So I drive down to Toyota Service dept. so I can the point the car out to them and am met by the advisor who met with my wife that morning. He looks at me and tells me he has been leaving messages on my wife’s phone all morning (not even sure where he got it). I asked him why he hasn’t been calling my number and he just shrugs. I also asked him why they couldn’t find my car and he says \”yeah, I heard that whole conversation\” but once again is completely apathetic. So he heard the whole conversation but couldn’t speak up to the other advisor I was talking to and tell her where the car was at? Unbelievable. \n I wish that was the end. I keep my composure, and ask where the vehicle is at in the process of maintenance and the items that need to be fixed. The advisor tells me that they didn’t do the service at all because he wasn’t sure what needed to be done. I tell him I scheduled a basic service and a rotation, my wife that morning told him it needed an basic service and he looks at me with a puzzling look and asks what is a basic service.? I explain it needs an oil change, filters, and a rotation. He explains that will cost $160. Then he explains to me that the warranty might cover the repair to the seatbelt and the headrest but that he will need to charge me $190 to look at the items and that he is giving me a great deal at that price. So they want me to pay them to look into whether or not the warranty I paid them handsomely for already will cover the costs? It went on further but in the end I asked for the vehicle back and left. \n I took the vehicle to Big O today and they are doing a Basic service (their advisor knew what this meant) and a rotation for $41.32 and will have it back to me in 2 hours. That is service at a fair price. Not sure whats going on at Toyota Walnut Creek Service Department but it’s not good in my opinion.
Drove almost an hour and a half to find out I was mislead by an ad they had on their website. They have an ad for a nice all black 2018 4 Runner lifted with some big tires. What they didn’t list was the actual price of the vehicle with all the options. Instead it was just the msrp price with a catchy $1000 rebate. When I get there it was almost $7,000 more and the nerf bars ( running boards) weren’t even on the vehicle. Terrible experience. Felt very mislead by some advertising trickery.
So this past weekend my wife and I stopped by Toyota to get her car serviced. Little did I know we were also going to be purchasing a new car.\n\nWe stopped by the Used car lot to talk with Jon Sciacqua (pronounced Shockwa) to see what trucks he had. We have purchased 3 cars from this location, all through Jon, and we have never left disappointed. \n\nWhen you’re working with Jon you feel like you’re family. He spells things out for you, he makes sure you understand what you’re getting into, and best of all he will not take advantage of you. You know you can trust that he will make sure you get the best deal possible.\n\nThe new management at the dealership has also made things easier by giving transparent prices rather than going through the painful negotiations.\n\nIf you’re in the market for a car, and are thinking Toyota, go to Toyota Walnut Creek, and ask for Jon \”Shockwa\”.
After 20 some years as a loyal customer. I was in shock of how I was treated in my last visit. I took my Highlander for oil change. I was charged $93 for simple oil change. which I think is beyond expensive. at the time of payment and car pick up I was given the keys to my car and was sent to the parking lot to look for my car. never had this before. normally at a time of pick up someone from service desk brings the car to the customer. I had to find my car and remove all their plastic, and paper left in the car before driving away. I guess I am no longer a value customer.
Total bait and switch. Dishonest. Advertising a 2009 Prius at 5900. Found out car was sold over a month ago..but they are keeping the ad up anyway, in order to get people to call so they can upsell them. It would be understandable if they just sold the car, but it was sold early July.. it’s mid August. I hate crooked dealers.. I bought a New Prius up in Roseville.. honest people there.
Update:\nI finally got a call from a manager, he promptly took care of the issues and honored the advertised price. \n\nOld:\nThey had struck listed on Autotrader and CarGurus at $33,537. I thought it was priced well so I went and wanted to buy it. They claimed that’s not the actual price and could not sell it so low. Eventually they said best they could do is $34,531. I asked repeatedly to talk to a manager. I was told managers don’t like being involved with this kind of thing. This is blatant false advertising! Bait and switch! They advertise low to get you in the door then jack up the price!
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Toyota Walnut Creek
2100 N Broadway, Walnut Creek, CA 94596
Head south on N Broadway toward Central Rd
Turn left onto Lincoln Ave
Destination will be on the left
1100 Lincoln Ave #23
Walnut Creek, CA 94596
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Listing Title: Toyota Walnut Creek