Larry H. Miller American Toyota Albuquerque

My husband and I went in to look at a used Mini Cooper they had on their lot. Matise, the salesman found their was another one in the back that had been taken in the day prior. It hadn't even been washed they had on their lot. Matise, the salesman found their was another one in the back that had been taken in the day prior. It hadn't even been washed yet. We asked how much Matise said $12,000 (this particular one blue booked at $17,900, so we were very interested). We inquired about the broken windshield, and he assured us they would repair that at no additional charge. We test drove the car and loved it. We knew it would clean up nicely. We had no trade in as we were buying our second car. My husband and I had always privately financed, but checked with our bank and were told that yes, we would qualify for financing through our credit union at 3% APR. This was the first time we had ever purchased from a dealer. Matise brought over the finance guy. They assured me that my salesman had made a mistake on the price because it was actually $13,000. (That is still a great price for the car, so we agreed.) Then they told us that they would not pay for the windshield to be replaced at that price, it would be an additional $300. After some complaining, etc we agreed and told them we would be back tomorrow with a note from our Credit Union. Financing guy says, we can get you financed here through your credit union, insisted on it. Came back with a 9.75% APR. My husband really wanted the mini, and even with that we are still under the blue book value of the car, I begrudgingly signed the paperwork for the car and got the $5,000 down payment check. It was surprising when I received a phone call a week and a half later from Chase financial asking me to correct or verify my references. (I was livid! Chase lends predatorially and this was supposed to be through my bank!) I asked them about the two references I gave to the dealership, they said they had 4 from me. The first two they were able to verify, the last two they could not. I asked who else they had, they told me the names, I was shocked. I didn't know these people. I asked my husband, he said he didn't give any references to the dealership. I asked it the handwriting was the same from the first two, to the last two references. It was not. I asked where they got that information from and was told the dealership turned over the references. In the end we discovered that someone in the financing department had fraudulently put down 2 references from the phone book! We went down the next day to the credit union where we were told we would have to go back to the dealership to get the note transferred. We did and confronted them about the fraud and shady practices. They denied putting the references in fraudulently and insisted that I must have given Chase those references. We got the note changed, but not without some difficulty (but 6.75% APR is worth the battle.) I would never buy a car from them again, I tell everyone I know not to buy a car. We have already placed a grievance with the consumer protection agency for the fraud. P.S. American Toyota Scion get a healthy kickback when the financing goes through Chase. I have also since sold all of my stock from JP Morgan Chase. More

My Name: Greg Hobbs Vehicle: 2011 4runner SR5 My Name: Greg Hobbs Vehicle: 2011 4runner SR5 Mileage: 16531 (still under warranty) Date of service: March 7, 2012 Date of purchase: May 2011 My Name: Greg Hobbs Vehicle: 2011 4runner SR5 Mileage: 16531 (still under warranty) Date of service: March 7, 2012 Date of purchase: May 2011 Problem: Latch that holds the console lid down broke this morning (it's a plastic part). Called parts department at this dealership - they had the part and agreed to hold it for me. Visited the service department at lunch time. Explained that I was in a big hurry and showed them the broken latch. Employee told me that the vehicle was under warranty - I told him that the service department had the part. I offered to get the part and install it myself (only 2 screws). He explained that I would have to pay for the part under those circumstances and that I should let them do it ( free for me ). I reiterated that I was in a hurry - he said they could have it done in about 30 minutes. One hour later, they came to the waiting area, told me that the part was not covered under warranty, they had not installed the part, and that I could take my car. No part - no work done - a waste of my time and patience! I had to buy the damned part - only $15 - then watch 3 service managers look for a screwdriver to install it in my car waiting in the exit driveway. Took them less than 5 minutes. For $15 I would have purchased the part right away and installed it myself - just move on. Those jerks made me wait an hour to tell me that the part was non-warranty; well what can I say. I would've given the part away to make the customer happy for having to waste an hour. Complete incompetence in the service department!!! Fine guys in the parts department, but I will never use their service department again. A real shame that both of the Toyota dealers in Albuquerque are Larry H. Miller. I hope I have a better experience at the other dealership's service department. More

I brought my truck in for warranty service multiple times. First was a blower motor fan that was making noise. After a few months the part came in this was replaced with Michael as my service rep. Mon times. First was a blower motor fan that was making noise. After a few months the part came in this was replaced with Michael as my service rep. Months later the same chirping noise was back, "new redesigned part" was then installed. Returned due to a harsh ride condition with a heavy load, TSB T-SB-0359-10. Michael assured me the TSB would eliminate the harsh ride. Parts were ordered and he called when parts arrived. Springs were installed. When they brought the truck back to me they had scratched the door, they then tried to say the damage was already there. When I pointed out that there was paint remnants (blue) surrounding the damage from their lifts they conceded it was their fault and had the door repainted. After the spring install I noticed that one side of the truck sat higher than the other and there was vibration, I promptly called Mike and he said to let the springs settle in. I then took my truck to Firestone to have the alignment checked they noticed that the springs were on wrong and that there was some writing on my transmission crossmember reading "this guy is gay", no other human had been under my truck other than American Toyota. Called and spoke to Tim (as Michael was no longer with American) he made promises up and down that they would take care of me. Brought the truck straight from Firestone and had Tim put the truck on the lift to take pictures of the libel and to inspect the springs. One of the techs noticed that the bolts on the mounting bracket were improperly torqued causing the spring to be preloaded. Tim insisted that the reason for my vibration was due to my tires so he had them swapped out with another Tacoma stock wheels and tires. I explained to Tim all the trouble I had in the past with their service department and as I was relaying this to him on our test drive we noticed a strange noise and a different vibration. He pulls the truck to the side of the road and we find that the wheel had been flopping around, the lug nuts had been loosely put on. Tech returns to our location and torques down the nuts. Test drive reveals that tires are not the issue. I asked Tim to keep me apprised of what he had done about the libel, never heard anything about it again. New "re-redesigned" blower motor installed for the third time and rear differential ordered. Returned to dealer they replace the diff. due to a bearing that went out. Truck again returned to me with new scratches on the door frame. At this point I am so sick of dealing with the utter carelessness of the service dept. Truck still vibrates until you put it into four wheel drive the vibration then disappears. Bring truck back for more diagnosing, they come up with nothing. Bring in a Toyota tech from out of town, also stand around scratching their heads still trying to blame my Duratrac (265/75) tires. I try to slowly explain that it can not be the tires, they did not change from 2wd to 4wd. They tell me that they can't find anything wrong and recommend their sister dealership for further service. This and other experiences is why I buy my Toyotas from Beaver in Santa Fe. Their new car sales have always dealt professionally with me. I did not want to make the 45min trip to service my vehicles, figured it would be a waste of my time and money, as it turns out I was wrong. While on vacation in Boise ID Peterson Toyota took a look at my truck and had a much more knowledgeable, professional and receptive staff. They inspected the transmission and transfer case (which American did not do) I wish that they could be my service providers but alas I have to live in the city of crappy Toyota service departments. American/Larry H Miller Toyota has the worst group of management level employees in the customer service profession I have ever encountered (as other reviews already stated). They have complete disregard for your property, time, and customer input. More

Double-talking with hard sell of in-house financing & complete lack of integrity. These idiots must have thought I just fell off the turnip truck. The Chevy Avalance was priced at $23995. I ga complete lack of integrity. These idiots must have thought I just fell off the turnip truck. The Chevy Avalance was priced at $23995. I gave them the keys to my trade in. Their holding these became a form of kidnapping or being held hostage. I cannot abide that tactic. Then the salesman brought a sheet of what the shop cost of preparing the Avalance was. My position was that prep cost was not relevant to me. They said the price had to include that & suddenly asking price was now $26995. Three thousand increase - no way. My trade with book value trade in was $5000. Their first offer was for $2000. I protested so the sales manager slid trade in up to $6000 but that was with the jacked up sales price. I had detected two other potential customers walking out over them being treated in an insulting manner. I joined their ranks & raised my voice in criticism of the slippery slope pricing environment & rhetorically asked if they had many people walk out. I almost forgot about the twice being hard sold on in-house by the salesman & again by the sales manager. Sure they increase income with finder fee commissions. Incredible to run into such slimy used car salesmen type tactics when they represent one of the highest quality products. Never will I ever set foot in that place again & will advise against them. More

After having negotiated a purchase with another NM Toyota dealer and having that vehicle sold out from under me I stopped by American Toyota 4 days later to see if they had a 2011 Tundra Crewmax on their lot dealer and having that vehicle sold out from under me I stopped by American Toyota 4 days later to see if they had a 2011 Tundra Crewmax on their lot. I explained my prior experience to Hiram Herrera the sales person who seemed willing to help out. They didn't have one on the lot but found one on a truck coming in from Phoenix. We negotiated a deal and I put down a deposit and filled out the preliminary paperwork with the truck to be ready for pick up the next day. I called at 8:00 the next morning and was told by Hiram that the vehicle would need to be prepped and that we could complete the transaction at 2:00 pm. Imagine my surprise when I was called at 2:30 to be informed that the vehicle I was to purchase was sold to someone else... Not real happy having had negotiated purchases twice and still not have even seen a truck, I called Bill Stahlin, the sales manager who said he was not happy about it either but really could do nothing about the circumstance and made no offer to rectify the situation. Just another business day in New Mexico... Several weeks later I received a call from Hiram to say he had a vehicle on the lot I would be interested in (a 2012). I made an appointment to visit the dealership that afternoon and had to start the negotiation process from step one all over again. This time I made it clear that any conciliations would have to be made by the dealership which they would not do. They tried to sell me a much less equipped vehicle for more money and even played games with the already agreed to trade in value. Needless to say no deal was made and they can keep their overpriced inventory. I used dealerater.com to find Street Toyota in Amarillo and negotiated on the internet within 36 hrs of my last meeting with American. I went to Street Toyota in Amarillo and made the purchase without the games, getting a much better vehicle in the process. It is totally worth the effort to leave NM if you must buy a Toyota and want to be treated like a paying customer rather than a hostage. More

I originally bought my Prius at American Toyota, being a cash sale it was a fairly simple process. My main gripe is with the service department, I had brought in the Prius with a noticable issue with the f cash sale it was a fairly simple process. My main gripe is with the service department, I had brought in the Prius with a noticable issue with the front end suspension. In the later part of the day I received a call from my wife, she had been told by the service rep that our car needed all new struts (front and rear), and along with that about $700 worth of maintenance not covered by our warranty or extended maintenance package, for a total bill over $2000 plus tax. I reached the service advisor after a few calls, and he explained that both front struts were completely blown out, and the rears had been leaking (which meant they needed replacement as well). Along with that he went on to describe the $700 maintenance work, including "extremely dark" brake fluid that surely needed to be drained and flushed, along with a drive belt that was "cracked" and could go out at any time. Needless to say I declined the additional services, as well as the struts, as I was going to get a second opinion. I went to another mechanic, And decided to go ahead and replace all four struts and the cost was under half of what American Toyota wanted. Come to find out, only one of the struts was actually in blown out, and on had a minor leak.. Not too bad until the rear struts were pulled and found to be in perfect condition, with ZERO signs of a leak. Then on to the "necessary maintenance" the drive belt was replaced for nearly $100 LESS THAN the dealers quoted price (even though the new mechanic said it didn't need replacement), and the brake fluid was the EXCACT same color and constancy of the brand new fluid in the bottle. Further found out that the dealer never even pulled the Air filter or cabin filter during it's "comprehensive" maintenance check, as they both were in desperate need of replacement, I suppose these weren't big enough tickets to bother with. All in all my total bill for service elsewhere was a third of what American Toyota wanted, keep in mind that most of the maintenance recommended wasn't even necessary. In the end this is simply terrible timing on behalf of American Toyota, as my wife and I are currently looking for a new car for her, and sadly to say I just can't bring myself to even shop for a Toyota, despite owning four other Toyota's in the past. I feel like they are attempting to commit fraud on their customers and have zero confidence in American Toyota's Service Department.. Not to mention the flock of sales buzzards hovering around like panhandlers... More

The service department takes way too long every time I go to Larry H Miller, and the customer service is abysmal. The employees will pounce on you when you arrive, to see if you want to buy a car. If you a to Larry H Miller, and the customer service is abysmal. The employees will pounce on you when you arrive, to see if you want to buy a car. If you are just there for maintenance, you are treated very differently; it is very impersonal and some of the employees were rude to me. DO NOT BUY HERE. They lost our vehicle's title! You will be treated like a number. More

I recently purchased a Toyota Yaris and had the worst customer service experience of my life. First, there was David the Car Salesman. Initially David came off as embodying every car dealership stereot customer service experience of my life. First, there was David the Car Salesman. Initially David came off as embodying every car dealership stereotype you could possibly think of, though I could overlook that to an extent and focus on just getting the car I want at the price I want. We found one that looked like it might work for me and I wanted to sleep on it and discuss it with my partner as this is the most expensive purchase I have yet to make. Also I informed him that this was our last stop of the day and I would have to be at work in a couple hours, but I would be available tomorrow to continue where we left off. I was promptly fed an earful of xx about how that just simply could not happen because I was getting some magical price which would cease to exist on any other day ever again. Clearly there is large day-to-day inflation of cars, who knew? Yet still I went with him because I know that this is how all car dealers are bred and ultimately I decided that this was indeed the car I wanted at a not terribly unreasonable price. So I signed papers and more papers and I gave him a down payment check. That part becomes important later. I gave him money. I clearly intended to purchase this car. We continued with the paperwork but as it grew a little later I reminded him that I would have to go to work eventually. I was assured for the second time that this would not be a problem. David was going to get me to work on time. So we continue. There were some unforeseen holdups, this and that, natural things to expect from a complicated process such as buying a car. But time went on and eventually I had to draw the line. I told him very politely that I had to leave to go to work but was happy to come back any day at any time to complete the transaction. This is where things got ugly pretty quickly. David told me that no, I could not leave. Well that didn’t really sit well with me at all. So I reiterated with more force that yes, I was indeed leaving and he could choose to tell me when I could come back or I could just come back on my own schedule whether or not he was there. He replied by telling me that this was actually going very quickly, which in no way addressed my actual issue of needing to get to work. I got a little upset and told him that while I’m sure it was going very quickly I still needed to get to work. His reply? “Can’t you just be late to work?” I cannot even express how inappropriate and disrespectful this comment was. First of all, he told me multiple times not to worry, that I would be able to go to work on time. Secondly, his solution to him not being able to make good on his word should not be for me to compromise my punctuality, and my job. And thirdly, asking me to be late to work presupposes that my job is less important than his, which is an utterly rude assumption to make. And let me remind you, I had already given him money! Furthermore he tried to guilt trip me saying that tomorrow was his day off and maybe he could possibly come in if I absolutely needed it, but really this is going so quickly we should just finish it now. At this point I was done with David the Car Salesman. I told him I absolutely could not be late to work because if he actually wanted me to be able to make the car payments to which I had agreed, I would surely need a job. He walked away muttering that it was getting ugly and fetched Jon the Accountant. I now had 10 minutes to get to work. Jon, after surmising that I had already made a down payment, arranged with me that he would finish up our paperwork tomorrow. Halle-freakin-lujah. I went to work utterly pissed off, slightly late, and griping to every co-worker who would let me about my sorry experience. (It is at this point that I would like to throw in that I work for a company nationally known for their high standards in customer service. And yes, David knew where I worked so it should come as no surprise to him that I have high standards myself. High standards such as not insulting your customers…) Day two went much smoother. Jon the Accountant got us all squared away and I was feeling a little bit better about my purchase. I by no means would recommend American Toyota but at least my story seemed to have a slight up tick at the end. Then this morning I got a call from Phillip the Finances Guy. Phillip told me that the bank requires a proof of residency for my co-signer. In my head I’m thinking "Then why don’t you call him?" He read the address that needed corroboration with my co-signer’s name, but he said my address, not his. I tried to inform him of the mix up but he insisted that I must have filled out the form incorrectly, which I did not. His solution was for us to go to the bank and file a change of address for him so we could have a bank statement under his name sent to my house. Let me rephrase that: he asked me to lie to a bank to falsify a document so they could continue with the loan to get paid. Well maybe I wasn’t comfortable with that so I countered with the suggestion that maybe it would be better to correct his information to reflect the accurate name and address of my cosigner. He said I could either do it his way or return the car. Wow. If I wasn’t so sure that returning the car would screw me six ways from Sunday, believe me I would have taken his offer right then and there. He finally consented to double checking his information and the information with the bank and then call me back. When he did call me back, he very plainly explained that yes indeed I had written my co-signer’s name and his correct address so they just need a bill with his accurate information and could I produce that today. No apology. Nothing. Just here are the facts now go figure this out and pronto, we don’t want to waste our precious time. This is the end of my story so far. Needless to say I will never go back there or refer anyone to them and I will spend the rest of my days telling this story to anyone who is even considering buying a car. This is being posted publicly and sent to American Toyota as feedback. I only hope that they take this seriously as a major breach in customer service. I was insulted, accused, told to falsify information, lied to, spoken down to, and treated like garbage with not so much as an apology or an acknowledgment from those who were responsible. This place is a sorry excuse for a business and I sincerely hope that I can serve as an example to prevent as many potential customers as I possibly can from making my same mistake. More