Capitol Toyota

The following details my recent experience with Capitol Toyota. In short, the dealership did not honor the first paid reservation on an incoming vehicle, instead superseding it with a second reservation. Toyota. In short, the dealership did not honor the first paid reservation on an incoming vehicle, instead superseding it with a second reservation. On August 28th of 2020 I reserved a 2020 Rav4 hybrid in Lunar Rock exterior, Light Grey interior with Raymond McMorris at Capitol Toyota. This included a signed and dated intent to buy for agreed upon MSRP pricing and a $500 deposit. I was told to expect delivery within a week most likely, but potentially a bit later. A week later on the 4th of September I attempted to contact Raymond via text and e-mail for an updated arrival estimate. After having not heard back a day later on the 5th of September I called the dealership to request an update. I was eventually connected with Mike, who had answered my initial inquiry a week earlier and connected me to Raymond. I was told that the car was expected to arrive on the 10th, but that he didn't see a name on the reservation in the system. This confused him as he recalled talking with me the week before and hence he called back a few minutes later after checking further on the reservation and discovering that it was not reserved in my name. I was told to expect a follow-up call the next day as the managers required to look into the issue had already gone home for the day. The next morning I received a call as expected, but not with the news I'd wanted to hear. The story I was told by both Raymond and his manager Ross was that I had done everything right and they have the paper record of my reservation and deposit, but that despite Ross having entered the reservation into the computer system it had not saved the reservation. Since the reservation was supposedly not entered into the computer system, another customer was allowed to reserve the vehicle a day later. I was told that the general manager decided to honor the reservation of the customer in the computer system despite the fact that they had written records of my prior reservation and deposit. I was then told that they had searched incoming inventory and that they could swap with another dealer to obtain one of the next matching vehicles to be made, but that it wouldn't arrive for at least a month. I declined as that was outside my purchase window which had started at the end of June. During that June-August period this was only the third Rav4 hybrid of that color combination to show up in California, and the first that was not already reserved at the time that it appeared on a dealer website. There were a few more showing up during that time from in Oregon, Washington, and Idaho, but again most were already reserved by the time I inquired. My point being that Rav4 hybrid supply as a whole during this time frame was limited, and the particular color combination we wanted was both quite rare and in demand. Clear evidence of such being that some other local Toyota dealers had begun listing their Rav4 hybrids at $2.5k above MSRP. With that in mind, is it possible that human error was at fault and my reservation didn't get saved in to the computer system? Certainly. But the general manager's decision not to honor the first reservation made once their error was brought to light casts doubt on that story. Yes, they are going to have an unhappy customer regardless of which reservation they choose to honor. However, I would at least understand their situation had I been told that, due to a mistake on their part, the car had already been reserved at the time I had placed my reservation and hence they were cancelling my reservation and honoring the first reservation made. The only reason I can think of for their decision to honor the second reservation despite agreeing that I was the first customer is that there was no mistake at all - they have given me no reason not to believe that the reservation on the vehicle was changed to a customer who agreed to pay above MSRP. More

Capitol Toyota broke my truck it went in for routine service. $1800.00 of damages was done to my perfectly working truck. They broke external and internal parts and did not do the work they were paid service. $1800.00 of damages was done to my perfectly working truck. They broke external and internal parts and did not do the work they were paid to do mechanic and Management just pretended and billed me for work proven they did not perform. Now my perfectly working truck 6 years has 17 mechanical problems Capitol Toyota caused in 1 day while “doing oil, fluid and filter change service”. Then they were mean and tried to cover it up refused to fix it. They had my truck overnight when they were supposed to only have it two or three hours. Turns out because they broke it. Bill their “General Manager” made racial and gender bias comments and personal calls to my cell phone as he continue to threaten plus lie about the damages they did to my truck PLUS they didn’t do the work they were paid to do. But they kept my truck overnight with my materials in it and made me miss my event, they’ve done this to A lot of other people too. He brags about getting away with it. More

Poor Customer Service for Service During Busy Times I understand that Saturday mornings are an extremely busy time for bringing-in your car for service at any dealership. Capitol Toyota tries to accomm I understand that Saturday mornings are an extremely busy time for bringing-in your car for service at any dealership. Capitol Toyota tries to accommodate the numerous customers by issuing numbers to each vehicle as they line-up for service. I arrived at 7:10am on a Saturday morning only to find the line of cars stretching all the way out to Capitol Expressway. I was happy to see that they were issuing numbers all the way out to Capitol Expressway, so when I saw other cars bypassing the line, I felt confident that I would be taken care of by the service coordinators based on my issued number. Once I got onto their property and the single line split into four lines, I realized that the numbers appeared to be more of a suggestion to the service coordinators, than an established process. Apparently I chose the wrong line, as the line next to me was moving much more swiftly than mine. I was still blindly confident that service coordinators would stick to the first-come, first serve strategy, based on the issued number. After another 1/2 hour wait, however, I realized that the people in the line next to me, who initially didn't even have number when they lined-up next to me, had already been assisted with their service needs, even though my number was far lower than theirs. Not a big deal, one might think, but when you're waiting in your car for an hour to be helped on a Saturday morning when you woke up extra early, it tends to xxxx one off. Especially, when the people in line #2 apparently got sleep-in an extra 1/2 hour, and they went-on their merry way to enjoy their weekend long before I got to. If you're going to have an established process to ensure customer satisfaction, stick to the established process, so you're not wasting people's time, and pissing them off when they have to wait longer than other customers. Especially when the customers are paying premium prices for service. I won't be back to endure that frustration again. More

Liars With Zero Integrity These guys are liars with zero integrity or willingness to correct their misdeeds!! Yesterday, I went to this dealer and made a deal on a used CRV the These guys are liars with zero integrity or willingness to correct their misdeeds!! Yesterday, I went to this dealer and made a deal on a used CRV they had. The negotiation was fairly painless and they settled at a really good price. Salesperson was Ash Ali. Because the tires needed to be replaced (each tire was a different brand), I left the dealer to think about it. When I got home, I called Ash and asked for some additional money off. He ultimately said they could do $200 (see attached text conversation). After some back and forth (conversation attached) I told Ash I could come in and buy the car. He said not to worry and come in first thing in the morning and that he would have the car put to the side. Fast forward to this morning. Ash called me at about 9:15 when I was about 10 minutes from the dealer to say that while a mechanic was moving the car, he heard a clinking sound and they they didn't want to sell me a car with issues. What?!! This was a Honda CRV with 44k miles on it! I told him him that this revelation DID NOT pass the smell test and that he should be honest with me if they sold the car. He went on to insist it's at a mechanic's shop...on a Sunday!!! I told him I was almost there. Then I got a call from the sales manager telling me that it was a different CRV that Ash was referring to, but then, oh yeah, the car was sold last night at 10; how convenient!! Needless to say I wasted 2 hours of my time/gas to drive to this dealership. When I asked the manager for compensation ($100) he said it's not going to happen. I'm not about to tell a dealer how much to sell cars for, but when you make a mistake, address it properly and fix it. Make it right. Don't just expect people to eat it! A little goodwill goes a long way in my eyes. I hope this review gets folks to think twice about purchasing a car here. There are many other dealers to choose from, so might as well choose one with integrity! Here is a copy of the text conversation since I don't see the attachment: Hey Ash, just checking in to see if we’re making progress with the CRV. Hi Steve sorry for the delay, I was with a customer and got caught up. I spoke with manager and we are able to take an additional 200 dollars off the price of the vehicle. So it would be 14800 out the door Okay. I can live with that. Don’t think I’ll need to but can we make the $7.5k good for a week (just in case)? Yes we can do that ! Sounds good. Just let me know what you need from me. I would just advise the sooner the better for the CRV , there have been a few people looking at it today and I wouldn’t want it to be sold before you can get it. Otherwise you should be all set and we can take care of it whenever you can make it in. So let’s do a deposit and pick it up tomorrow? Could do it this evening but I assume you’re closing soon? So we wouldn’t be able to put a deposit to hold it for you on a used car but if you want we can just take care of it tomorrow. You can have it be financed , whenever you sell the car private party you can just put that towards the balance. Or if it doesn’t work you can then just do a trade in and we will give 7.5k towards the 14.8k Going to pay cash. Can I put it on my credit card? Yes we can do that. So should I get it today or tomorrow? You said people were looking at it today. I will have them park it to the side until tomorrow for you so nobody takes it Okay what time do you open? At 9 am , I can come in early so we can take care of it right in the morning Okay. I’ll be there at 9. ReadYesterday I’ll see you then, have a good night ! More

LIars These people will not hesitate to waste your time. Dishonest and horrible - don’t shop here!! Drove from Sacramento to be lied to! I will never be ba These people will not hesitate to waste your time. Dishonest and horrible - don’t shop here!! Drove from Sacramento to be lied to! I will never be back! Take your business elsewhere! More

Fast and Friendly What great experience, I went in for an oil change expecting a couple of hours of wait but Veronica Garcia made sure my car was out of there within th What great experience, I went in for an oil change expecting a couple of hours of wait but Veronica Garcia made sure my car was out of there within the hour. A+++ More

oil change and tire change I always come here for oil change. They did great jobs. They are friendly and kindness.They gave me some discount on tire change also. I will be back I always come here for oil change. They did great jobs. They are friendly and kindness.They gave me some discount on tire change also. I will be back for the service. More

Customer service Courteous, timely and professional. Shuttle service is big PLUS and the driver was nice. Staff handling direction was pleasant and helpful. Thank you Courteous, timely and professional. Shuttle service is big PLUS and the driver was nice. Staff handling direction was pleasant and helpful. Thank you for your service. More

Excellent and fast service I brought my car in at 7:00 AM on a Monday morning for a 15,000 mile service and trailer hitch installation. Justin in service made the process effort I brought my car in at 7:00 AM on a Monday morning for a 15,000 mile service and trailer hitch installation. Justin in service made the process effortless on my part and Steve in the parts department was helpful in locating the trailer hitch so that it could be installed at the same time as the 15,000 mile service. The woman at the front desk was also very helpful in handling a rental car for me. The entire staff was friendly and helpful. More

Good dealer I really like how the seals helped me. They were kind with us. They showed me what car was right. They didn't take advantage of me. I really like how the seals helped me. They were kind with us. They showed me what car was right. They didn't take advantage of me. More