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Larry H. Miller American Toyota Albuquerque
Albuquerque, NM
1,818 Reviews
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Showing 1,818 reviews
April 22, 2011
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
by hea2011thel
Employees Worked With
Ed Mace
April 14, 2011
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
by scheherazade
Employees Worked With
David, Jon, Phillip
November 06, 2010
I bought a used Toyota RAv-4 from this dealership and was pleased with my service except for a couple of things. Jessica was my salesperson and she was friendly, genuine and helpful. I never got the cheesy pleased with my service except for a couple of things. Jessica was my salesperson and she was friendly, genuine and helpful. I never got the cheesy sales pitch from her, which I really appreciated. I overheard other salespeople giving the "hard sell" and I was turned off by it. Jessica worked with me on the price, gave me all the information I needed, and even drove my car back home to me which is an hour away. I highly recommend asking for Jessica to assist you with your sale. There are a few things I was displeased with. First, on the highway I noticed the hood rattled when I went over 65 mph. Then, a week after having the car I noticed the bumper was melted near the exhaust pipe. I took the vehicle back to the dealership and they told me they meant to replace the bumper before selling the car, but forgot to. They said they would replace the part and were great about it, but I was surprised that they would have missed something such as a melted bumper, and I live an hour away so having to drive back down again to get it fixed was an inconvenience. They did fix the rattling hood for me, but again, these things should have been taken care of in the first place. They could use more attention to detail when it comes to their vehicles, but their service is excellent and I was pleased by their quick and professional response. Finally, I was very displeased with Shane, the guy who tried to sell me a warranty. He was giving me the hard sell and being pushy about me buying a warranty. I felt uncomfortable in his small, dark office, and he was downright rude when I refused the warranty. He kept trying to avoid my question about how much the warranty cost, and kept making it about the "monthly payment." I found his avoiding my question rude and unprofessional, though I know it is a sales tactic to convince the customer to purchase the warranty by stressing how low the monthly payment is. He finally stopped when I said in a frustrating way, "I'm just not a warranty person, I'm sorry." This was by far the worst part of my experience. Overall I had a good experience but if you are buying a car here check it out carefully and be prepared for a hard sale when it comes to buying a warranty. More
by ajoyc
Employees Worked With
Jessica
October 29, 2010
I've had mixed results with American Toyota so I'm doing 2 reviews. This is my good experience, then bad experience: Good: I met with Adrian Medina in Service due to a malfunctioning Multi-Function Di 2 reviews. This is my good experience, then bad experience: Good: I met with Adrian Medina in Service due to a malfunctioning Multi-Function Display on my Toyota Land Cruiser. A new display cost an insane $5300. I was quoted this same price from 2 different dealerships, it's just an expensive part. I even went on internet forums and everyone said it was a $5000-$6000 repair. Adrian said he'd see what he could do about a better price. He searched around and found a re-manufactured part for about $750. Total price with the install was about $900 a savings of $4400. Thank you Adrian for your work in finding me an affordable solution to fix my SUV. Bad: I went in for a standard Toyota factory recommended maintenance for my Toyota 4Runner. They did the maintenance which ran about $250. They then proceeded to tell me I needed an extra $900 in random fluid changes. I didn't know it was possible to change $900 worth of fluids. Nowhere in my Toyota factory maintenance book did it list any of those changes anywhere near the mileage I had in my vehicle. I said no, then took the car to a small shop and they said all those fluids where fine. Be careful, some of the Service reps at American Toyota have a Jiffy Lube mentality. More
by patrickfinley
Employees Worked With
Adrian Medina
September 30, 2009
I TRIED purchasing a 2010 Tacoma from American Toyota, however, they were not willing to work with me on the price and they tried OLD SCHOOL CAR TACTICS to try and make me buy so I ended up purchasing fro however, they were not willing to work with me on the price and they tried OLD SCHOOL CAR TACTICS to try and make me buy so I ended up purchasing from Beaver Toyota in Santa Fe. During the negotiation they held the keys to MY CAR hostage and would not give them back to me. I got up and told them I would not do business with them and they refused to give me my keys still, it was once I threatened to call the cops they reluctantly gave me my keys back. I will NEVER do business with them and I will make sure to share my story with as many people as I can. My sales person was professional during all this so I will not list any names, however, the ENTIRE management staff was horendous. More
by TacomaTim
Employees Worked With
Entire Management Staff
August 11, 2009
About a month ago I took our 2003 Highlander V6 into this dealership to perform a tune-up. When I picked up the vehicle I was advised by the service rep that it was time for the timing belt to be changed an dealership to perform a tune-up. When I picked up the vehicle I was advised by the service rep that it was time for the timing belt to be changed and it would cost an additional $350 to $380 to do. I stated that I would make an appointment when I returned from my trip. Yesterday, August 11, 2009, I called to get an estimate for the timing belt replacement and was quoted $352 +. So I called another dealer and their quote was $269 for the V6. I also called a nationwide repair shop and was quoted $299 for this vehicle timing belt replacement. I called a second time to American Toyota and spoke to a Mike and He quoted me $350. This morning I called again to see why American Toyota's quote was so much higher than other dealers and shops and this time I was quoted $399 and when I stated "why so much" the service rep immediately said "sorry wrong quote, it's only $299.95" When I drove up to the service bay and asked the cost of replacing this timing belt the rep said $399 even though on the monitor that displayed my personal information the cost for this service showed $299.95. When I pointed this out to the rep he said the $299.95 is a special offer although on the phone Mike said it was their standard cost for the V6 engine. Mike was helpful by assuring me that I would pay the $299 minus the 10% discount coupon I presented. My concern is that this service department is charging whatever price they feel they can charge at anytime during the day. How sad. More
by jdl
Employees Worked With
Mike/Veronica
June 08, 2009
We worked with this dealer and they were completely dishonest the whole way through. We were going to buy 2 cars (Toyota Corolla and Toyota Hylander) to make the one sale (Hylander) better... we signed dishonest the whole way through. We were going to buy 2 cars (Toyota Corolla and Toyota Hylander) to make the one sale (Hylander) better... we signed the papers for the Corolla and they said the Hylander car had just been sold. We found it on the lot 1.5 weeks later. They were completely dishonest with us the whole time and I even called to ask them about the Hylander again and why it was still there and they wouldn't answer my questions until we finally went in furious and talked to them. DO NOT DO BUSINESS WITH THESE PEOPLE. They are slimy salesmen. More
by tewinters1
Employees Worked With
Hyrum or GM Alex Peters
September 22, 2006
I went in to American Toyota to purchase a new Toyota 4 WD pickup. I found the one I wanted, but wanted to see what their competition was charging for the same truck. I put down a small deposit and then we WD pickup. I found the one I wanted, but wanted to see what their competition was charging for the same truck. I put down a small deposit and then went across town to Karl Malone. I found the same truck for $1500 less. I called American Toyota back and told them of the issue. They were extremely rude to me, and stated that the issue was mine and they wouldn't meet the price of their competitor. I stopped payment on the check I had given them and bought my truck from Karl Malone. If you want great service, and with a smile, and not a snarl go to Karl Malone! More
by wcnelson
