Complaints

• Initial Complaint

  01/20/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Requesting a refund for diagnostic testing done on January 16th, 2025. Car purchased 90 days ago and already with a check engine light. When I got there they said to sign here in case of paying a diagnostic fee of $215 if one of three things happened to the car, one was outside damage so if I got into an accident, two was if a rodent got into a car as if they chewed wires or something, and three was if I had made modifications to the car that caused the check engine light to come on, so i signed it and then 3 hours later, the guy who issued me was named ******* called back telling me what was wrong with my car and they said since warranty couldn't cover it, I had to pay the diagnostic fee on top of the repair payment. No where did they say that if my warranty couldn't cover it, that they would charge me nor did they go over what my warranty covered. They said if you want the car back you'll have to pay that diagnostic fee and you won't get the car back until I did. I called back 20 mins later, but the customer service did not answer phone after I called back 5 times. The guy finally called me back and I told him I wanted my car back and he said you have to wait tomorrow we're closed, sorry I couldn't get back to you l was doing paperwork for over an hour. I had to wait until next day to get my car back and pay the fee resulting in me not being able to go to work the next day since I had no car. Also I was able to fix the car on my own in five minutes while they were charging me $395 to replace the evap purge valve which is so simple to fix.

  

  Business response

  01/23/2025

  Hello,

  Thank you for reaching out to us.  We will not be issuing a refund for the diagnostic.  Diagnostic fees are required to be paid to determine the issue with the vehicle.  Since it was not one of the three that the Service Advisor explained to you, therefore, the fee was charged.  Diagnostics are required to locate the problem with any vehicle.  We are glad to know that you were able to fix the problem. 

• Initial Complaint

  01/04/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am writing to formally express my disappointment and serious concerns regarding the purchase of my vehicle from your dealership in November of 2023. While I had high expectations and believed I was purchasing my dream car, my experience has left me feeling misled and dissatisfied.1. Miscommunication and Hidden Add-Ons Throughout the sales process, I felt overwhelmed and pressured. After being subjected to hours of numbers being presented to me, I was rushed through the signing phase without having a clear understanding of what I was agreeing to. Based on my understanding, the high purchase price, combined with my substantial down payment, would primarily cover taxes and DMV fees. However, I later discovered that approximately $9,000 in optional add-ons were included in the final priceadd-ons I was under the impression were included in the base price of the car.These additional charges nearly doubled my monthly payment, which I explicitly stated I wanted to keep manageable. I was told that my higher payment was due to my credit and the purchase price, but it is now clear that the $9,000 in optional charges were a significant factor. If I had been fully informed about these charges, I would have declined them.2. Safety Concerns and Vehicle Condition To make matters worse, I was recently informed that the vehicle I purchased was sold to me with two sets of mismatched tires. I have since learned that this poses a significant safety risk and could explain the excessive repair costs I have already incurred for a car that is nearly new. This is completely unacceptable and raises concerns about the quality control and integrity of your dealerships sales process.

  

  Business response

  01/06/2025

  The Finance Manager and the Service Director have been made aware Ms. ******** complaint.  The matter will be assessed.  The Finance Manager, ***** ****, stated he will give Ms. ******* a phone call to discuss the matter pertaining to the contract.

  Customer response

  01/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and I hope we come to a resolution such as payment adjustments. 
  

• Initial Complaint

  12/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Tacoma from Roseville on November 10 and encountered multiple issues within hours of driving off the lot. These included a malfunctioning A/C, faulty transmission, non-working wireless charging pad, and broken USB chargerstrongly suggesting preexisting problems not disclosed at purchase.Despite Lithia's 60-day warranty, resolving these issues has been challenging. ******* Toyota initially refused to honor the warranty and after significant delays and follow-up. Some issues, such as the A/C and shifter light, remain unresolved. Additionally, they refused to provide the inspection report, raising concerns about whether the vehicle was properly inspected, constituting misrepresentation and failure to disclose known issues.******* Toyota informed me Roseville Toyota should cover these repairs, as the issues were clearly present before the sale. However, Roseville claimed the warranty should handle it. I spent days coordinating between both dealerships before ******* addressed the problems.Frustrated by the unresolved issues, I requested an extended warranty and compensation from Roseville Toyota for the undue stress and lost work hours. The sales representative offered only a gas tank and vehicle detail if I traveled to Roseville, trivializing my financial losses and stress. He claimed the repairs cost $5,000 and said I was "lucky" to have the warranty but later downplayed the issues as minor and insisted I should trust the truck because "its a Tacoma." It is not "luck" to have a warrantyit is expected that Toyota properly inspects vehicles prior to sale.This experience has been exhausting and disappointing. To avoid escalation, I urge you to reconsider my request for:An extended warranty. A partial refund of $2,500 to compensate for financial loss, missed work, and stress caused.

  

  Business response

  12/20/2024

  On Thursday, December 19th a voicemail was left to Mr. ******* to discuss his concerns.  

• Initial Complaint

  11/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Subject: Complaint Against Roseville Toyota - Billing Discrepancy and ********************* Date of Purchase: December 6, 2024 Details of the Complaint:On December 6, 2024, I purchased a car from Roseville Toyota and verbally agreed to pay $300 for an addon. The vehicle was taken to have the addon installed before I was provided with the paperwork for signature. However, the morning after the purchase, I discovered that I had been charged $1,600 for the addon instead of the agreed $300.I promptly contacted Roseville Toyota to address the discrepancy. Unfortunately, the experience was highly unprofessional and disappointing. My concerns were dismissed, and multiple employees: - Claimed the conversation we had regarding the $300 price never occurred.- Were untruthful about the sequence of events that transpired.- Passed me around to several salespeople without ************* one point, all the representatives involved were on the call and appeared to have coordinated their responses to present an untruthful sequence of events. When I later spoke with a different manager at Roseville Toyota, he confirmed that their earlier statements were false.Instead of offering a refund, they attempted to pacify me with a detailing coupon, which I found unacceptable.I have text messages from the sales representative admitting they made a mistake in presenting the final number and discount. As a consumer, I should not bear the cost of their error, especially given the magnitude of this purchase and the reputation of the dealership.Resolution Sought:I am requesting the following:- A full refund of the overcharged amount of $1,600.- Additional compensation for the undue stress, unnecessary back-and-forth, and the unprofessional conduct, including coordinated attempts at gaslighting.Supporting Documentation:I can provide text message evidence of the sales representative's acknowledgment of their mistake and unwillingness to address the error.

  

  Business response

  12/02/2024

  Hello,

  I left a voicemail today to inform guest that I will look into this and call her back.  I left my direct line so she may call me at her earliest opportunity.  I will do my best to get this resolved.

• Initial Complaint

  11/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Sept. 28th after looking specifically for a Prius C for our 15yo daughter - we had appts to see 2 - A 2018 listed for $****** with Roseville Toyota ("RT") (9/28) and 2016 listed for $****** at ****** in ***** (9/29). We arrived around 8:45 pm and waited for a Sales Person ("**") who had difficulty locating the vehicle. We test drove the vehicle. We discussed what ** could offer for our 2011 Prius in trade. I told the sales person we were going to look at another vehicle the following day and showed him the listing. As my husband had to be at work by 7am we advised we were leaving intending to see the other vehicle and make a decision the next day. The ** offered to meet the price of the ****** 2016 Prius C - ****** if we purchased that day. We explained that it was very late for my husband and he hadn't even had dinner yet and they swore it would be ***** minutes max. My husband went across the street to grab us dinner and we ate while waiting for the finance ***** We also decided to keep our 2011 Prius for my husband's older daughter. When we finally met with a finance person ("**") we discusses services packages and decided to only opt for GAP coverage, lifetime oil change package and LoJack - which with a $5000 deposit would result in us financing approximately $15,000. We began the signing process during which the **'s tablet froze multiple times. We were often shown our terms before the tablet was pulled away and rebooted and scrolled through or the ** turned to "fix" things on his computer before switching back to the tablet and scrolling to where we needed to sign. Once complete we were provided with a USB. When I received my 1st statement I was shocked to find a finance amount of $19,870.04 due to a ****** purchase price and not (****** as agreed) and a $3,531 service plan and NO gap coverage. I'm going to give Roseville the opportunity to correct this mistake and hope this wasn't blatant fraud in the inducement. 

  

  Business response

  11/11/2024

  Hello,

  We suggest speaking with the Finance Manager to review the contract with you.  The Finance Manager will be reaching out to the guest.

  Customer response

  11/12/2024

  I am rejecting this response because: Someone called me who said his name was ******** *** and kept insisting there would be no issue with the unwanted service contract if I came in and kept insisting there was "nothing" they could do about the incorrect sales price and repeatedly did not address the lack of gap coverage. When I explained that if they did not correct the issue it would constitute fraud in the inducement and i would be filing an arbitration claim he acted like i was screaming at him instead of speaking forcefully. He also wanted to speak to the "lead" person on the contract which smacked of sexism. I told him my husband and I had purchased the vehicle together and he reiterated his "only the service contract could be refunded" nonsense. I repeated again that if the entire deal was not corrected i would be filing an arbitration claim because it went from a correctible error to being fraud. He again told me to "stop screaming at him"  Why is it when a woman is speaking forcefully she's screaming and when a man dose it he's just a strong advocate... I don't even have a high voice. I told him i wasn't screaming, i wasn't angry - I was violated. If the contract wasn't corrected in its entirety i would be filing an arbitration claim and he hung up on me. An argument could be made that if there was fraud in the inducement the arbitration clause is unenforceable and I should just file a complaint with the *** and file a lawsuit. However I will go in to speak with the finance manager and I will be delivering a litigation hold notice today for their surveillance camera footage, computers, text messages, emails, etc. regarding the deal and the lobby on the date we purchased the vehicle. Someone in their legal department is welcome to to reach out to me who has actual understanding of contract law.
  

  

  Business response

  11/14/2024

  ******** *** has recommended the guest come to the dealership to discuss her concern.  

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Roseville Toyota in November 2023 under the impression that it had a 190 point inspection. I purchased the vehicle as is dependent on the information they provided me. As soon as I got home the check engine light was on and they agreed to look at it. I took work off and brought it back, they sent it to ***** to get it fixed. this is important.) when picking up the vehicle, I requested a receipt for the repairs as I was told the transmission wiring harness was replaced but wanted its written proof. They provided me with the INVOICE instead of the receipt. (I was unaware of this at the time.) After having the vehicle for a few months after that, having issues the whole time, I tried to contact them to ask what was done to the vehicle so I could have an idea on where to start. They gave me the invoice again. Months later and multiple calls down the road, someone told me that theres mentioned metal chunks in the transmission pan. I never heard of this so I tried getting more information and was unable to. By this time, the limited time to purchases the service contract was over. Months later Im having more issues and have called them multiple times so I try again asking about the information on the metal chunks, everyone prior was telling me I they either couldnt provide that information or that they didnt see it. I finally get in contact with ****** **** who immediately finds this information and emails it to me. This also stated that ***** mentioned the metal chunks and recommended a transmission tear down and that Roseville declined and got the harness replaced anyways. Later down the road I have more issues and end up bringing my car to a transmission specialist and it needed to be rebuilt costing me $7500. If they provided me with the information when I asked it and didnt lie to me, I wouldve bought the service contract before it expired, costing only $5000 and covering everything including the transmission.

  

  Business response

  10/15/2024

  A manager will be in contact with the customer.

  Customer response

  10/16/2024

  I am rejecting this response because: they did not provide solutions or any reprimands. They told me to contact them again once I found out another issue that I am having with the car. Situation pending.
  

  

  Business response

  11/01/2024

  Hello,

  Roseville Toyota agreed to repair what was discussed at the time of sale. 

  The Due Bill (attached) clearly states to check transmission temperature sensor.  Temperature sensor was repaired (invoice attached).  

   

  Customer response

  11/04/2024

  I am rejecting this response because: they withheld valuable information from me and when I requested the receipt for the information, they provided me the invoice, acting as if it was the receipt. They purposefully withheld information from me and lied about what was needing to be done.
  

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/22/2024, my wife and I purchased a 2011 Toyota Prius from Roseville Toyota. We paid an extra $749.00 for the Lithia Oil Plan, which guarantees lifetime oil changes on the vehicle at any Lithia dealership. We have one Lithia dealership in our small town of ******. In August 2024, the vehicle was due for an oil change. I made an appointment online and then arrived at the Lithia dealership in my town. I was informed that the dealership is no longer a Lithia dealership due to recent ownership changes and they would not honor the Lithia Oil Plan that we purchased.The next closest Lithia dealership is a 3 hour ******************************** *******, *********** We can't drive almost seven hours round-trip in order to use the Lithia Oil Plan. On August 30, 2024, I contacted ****** **********, Finance Manager at Roseville Toyota. I asked for a refund of $749.00 for the Lithia Oil Plan since it is of no use to my family. I received no response from Mr. ***********

  

  Business response

  09/25/2024

  Hello,

  I will speak with ** ********** in regard to this and to contact the customer as soon as possible.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have a finance on a 2016 ******* tucson. I started the lease about 2 years ago now and ever since I signed the papers I have had issues with door lock actuators where the car locks randomly with the key and my autistic son in the car I have stated this to Toyota on multiple occasions we have replaced door lock actuators and problem not resolved. I also stated that I feel like there was in issue with either the braking system or the transmission and now that it's out of warranty I have had a positive response on the transaction slipping from roseville ******* but Toyota won't fix it even though it has been an issue from day 1 of purchasing the vehicle.

  

  Business response

  05/24/2024

  Hello ********,

  Following our conversation, I spoke with ******************* and he stated that the repair of the transmission will be at your expense.  There does not appear to be a Warranty for the vehicle.   

   

  Customer response

  05/28/2024

  I am rejecting this response because:I am rejecting this response because:I have repair estimates that have the costs I have proof to sow actuator have had to be replaced 2 times since vehicle has been manufactured and they are going to have to be replaced again because the vehicle locks itself with the key and my autistic child in the vehicle. This window I had asked Toyota about and they never actually ot it diagnosed I was finally able to get it in at ******* and they got it diagnosed the windows was an issue from date of purchase as well as the transmission and door locks. I was never notified at time of purchase that the engine had been replaced either. It was replaced at 70,012Miles. Toyota replaced the Left rear door lock . That lovk was replaced by the previous owner at ****** miles and now I am going to have to get the same one replaced again. I have to replace all door lock actuators this will be the 2nd time for all door locks except the left rear this will be the 3rd time. The business has said they are unable to help me when I am still paying on this vehicle and they took me from a 2022 Toyota Corolla that had 5 miles on it and put me in This 2016 ******* Tucson  that had 70some odd thousand miles on it already. 
  

  

  Business response

  05/28/2024

  Hello,

  To our knowledge the customer is seeking legal counsel.  Therefore, this incident is left to the legal department.  Thank you.

   

  Customer response

  05/28/2024

  I am rejecting this response because:
  

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 6, 2023, I took my car in for servicing, which included spark plug replacement, mass airflow cleaning, mass air flow sensor cleaning, fuel induction service, and fuel and air intake cleaning. Two weeks later, I experienced issues with the car revving up while in park, and eventually, it stopped altogether. On May 1, 2023, the same issue occurred, and I recorded a video of it happening. Later, when trying to start the car after refueling, it struggled to start, not due to the battery. I managed to start it and took it to the nearest mechanic to diagnose the issue. Since it was late and Toyota's service hours had ended, I went to Toyota the next day. They initially found nothing wrong, suggesting the issue might have resolved itself. However, later that day, the car experienced even worse problems, with every warning light turning on. I immediately took it back to Toyota, and they identified a malfunctioning purge valve, potentially caused by improper fuel and air tank induction cleaning.

  

  Business response

  05/06/2024

  This concern will be addressed with a Service Supervisor.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Transaction date: 04/03/24 Amount to be returned: $1,200.00 Deal #***** STK #HN203108A Customer #******* Returned vehicle due to loan denied. It has been almost a month since I have heard anything from Roseville Toyota about a check for the amount of $1,200 that was used for down payment on the vehicle. The receipt that was given to me shows a box check marked MAIL CHECK, but the boxes for STANDARD MAIL or EXPEDITED OVERNIGHT DELIVERY was NOT marked. I have been patient with this dealership after what it has put me through. The amount that was used as a down payment isnt a large amount, so I just dont understand why it is taking them so long to write out a check and mail it. When the paperwork was being done to sell the car back to the dealership, I was told that it would take a couple of business days for me to receive a check for my down payment, now its almost been a month. Please assist me in resolving this issue.

  

  Business response

  05/03/2024

  Thank you for bringing this to our attention.  I will research this and update you as to the status of the check.  Thank you for your patience as I look into this.

  Customer response

  05/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩