Capistrano Valley Toyota

I am appalled at the level of service I received this morning when I brought my vehicle into your dealership. I’m not one to typically write and complain, but I am at a loss and very frustrated. I am morning when I brought my vehicle into your dealership. I’m not one to typically write and complain, but I am at a loss and very frustrated. I am confident I will not be returning to your dealership or service or to purchase any other Toyotas based on todays experience. Last week I called and spoke to a service person about bring my car in to have a door lock that was not working properly looked at and have an oil change done while I was there. A family member of mine has been in there before for the $10 oil changes and thought it would be a great chance to tackle two tasks with one visit. I was advised that I would have to come on a Tuesday or Thursday so scheduled the appointment for Tuesday (today) and made arrangements to be out of the office for a few hours to have this completed. I advised the person on the phone that the door lock issue was my biggest concern and they said no problem, someone would take a look at that. I was clear to the person as well that I did not want to pay a fee to have the problem assessed, and they said no problem once again. Upon arriving at your dealer, Melissa Haylings greeted me, iPad in hand, and I was a little impressed with the tech compared to other dealers I’ve been to. Melissa quickly changed that perception though. She seemed unhappy that I had not been to the dealer before and asked what I was there for. I advised her that I had an appointment and needed an oil change, but above that, my driver door lock was malfunctioning and that was my main concern. I started to demonstrate the issue and she quickly said that it would be $109 to look at it, without even taking a second to see the replication of the issue. I advised her that I needed to get this fixed, but I did not want to pay to have this “looked at” when the repair would be an unknown amount of money. Melissa told me that she had “to her guys to take the door apart and take a plastic cover off” and that would be $109. I even attempted to explain to her that I was told on the phone that service would check it out without cost to diagnose the problem, and she responded back with “I know the gals upstairs, they wouldnt say that” which basically was her way of calling me a lair to my face! That was the final straw, I can see a service tech trying to get money from a customer, and charging for something that was promised free to get the customer in (bait-and-switch) but to call a customer a lair, was too much. I asked for the service manager, and she proudly pointed at herself saying that she was it, and in fact that everyone who worked there were managers so her decision was final. Again, I was completely shocked with this too. When a customer asks for a higher up, to be told that everyone is a higher up and that this conversation could go no where else, well thats just ridiculous. I asked for her card, and again, asked if she wasn’t willing to honor the commitment made over the phone, and again she said no. If I wanted to have it looked it, it was going to cost me, but she could do the $10 oil change in a few hours. So I left. With that type of experience, to be lied to and called a lair, theres little doubt in my mind that I will not be back here. Thank you for your time More

Took my vehicle in for service a couple of times and after not owning my Toyota for OVER A YEAR I have continued to be harassed by the junk mailers that try to get poor pathetic Toyota owners that don't after not owning my Toyota for OVER A YEAR I have continued to be harassed by the junk mailers that try to get poor pathetic Toyota owners that don't spend money with their service department back in for some discounted (yet still overly priced service). I have called, I have emailed, I have left plenty of voice mails yet these incompetent dimwits don't seem to get it! Since they know I don't have my vehicle any more because I have informed them dozens of times they are driving the nail so far into the coffin of there being any chance in hell of me ever servicing with their dealership again if I were to ever be stupid enough to buy another Toyota product. Poor customer service, don't listen to customers, waste paper, and are really good at being just another cheap car company that lacks in prestige. More

Staff was friendly and accommadating. Had the Prius I was looking for in a very short period of time. Am very happy with the service and the new car. was looking for in a very short period of time. Am very happy with the service and the new car. More

Talked to a salesperson...don't remember his name. My husband was so furious, he ripped up his business card. This guy lied to my husband when questioned about Toyota business news, Prius facts, and comp husband was so furious, he ripped up his business card. This guy lied to my husband when questioned about Toyota business news, Prius facts, and comparing hybrids. Very unethical. We have bought another vehicle here and had serious problems with sales and service in the past, and probably won't be back. More

I was led to believe a truck was on the lot and in fact the dealership was not in possession of the truck. The internet specialist immediately handed me off to another salesmen the moment I arrived. I wa the dealership was not in possession of the truck. The internet specialist immediately handed me off to another salesmen the moment I arrived. I was not given a formal apology for the mismanagement of the experience or inventory. A constructive follow up email by me explaining the unfavorable experience did not elicit a return response or apology. In my estimation this was some type of bait and switch or simply a matter of you not knowing the inventory; either way it does not reflect well upon the salesman or the dealership. More

Great experience, Found the car I liked and was able to work on the price. Credit was great but they worked with me and got me a great loan on my car! Such a good purchase that I took my grandmother back work on the price. Credit was great but they worked with me and got me a great loan on my car! Such a good purchase that I took my grandmother back 2 weeks later and got her a new rav4! i am currently loving my prius and the hybrid technology. More

All I have to say about this dealership is "Hide your kids, hide your wife, and hide your husband." Can I give them zero stars? This is the worst dealership ever! The original salesman I had was your kids, hide your wife, and hide your husband." Can I give them zero stars? This is the worst dealership ever! The original salesman I had was great, wonderful, kind, and should look for a job at ANOTHER dealership. The finance guy also seemed very nice and straight forward. The dealership's "closer" and the rest of the people working there (who we were forced to deal with, I am sure there are others who we did not meet who may have been ok) are the biggest modern day robbers and liars I have ever seen. We went there looking to buy a Prius. The dealership had switched the stock wheels off their prii and put on cheap, ugly aftermarket rims. The msrp price they quoted us, which is supposed to include wheels, was actually the cost of buying a car from them with NO WHEELS. They then added on the cost of the aftermarket wheels, which was overpriced, and above the cost of MSRP..MSRP includes the cost of wheels. I asked what the they did with the stock wheels that you pay for in the MSRP and they claimed they didn't know. We stated we hated the aftermarket wheels and they said we could buy the same fancy wheels which were on the showroom Prius. These were Verde rims, 5 spokes. They claimed these rims were on the exact Prius we wanted, the only white one available (they claimed they did not currently have any white prii at their dealership), and WE could get it for an extra $2500 for the rims. They said OUR car in the right color was sitting at their sister store with THOSE fancy rims on it right now. Since we hated the aftermarket rims so much, and were told the stock rims were gone and could not be put back on, we said ok on the fancy rims. I had asked where the stock rims went after being removed, pressured them, about 30 mins later, the closer says that they can give us the stock rims if we pay to have the aftermarket rims removed and replaced with the stock rims. We were told that there are extremely few white Prii for sale in southern California due to the disaster in Japan, and that premiums will likely be placed on Prii in the coming months due to low supply. Low supply turned out to be true, however, they used this as an extreme form of pressure. They said they would not honor the Costco discount either, because they were not doing the discount on Prii, but they would give us the $200 rebate. The $350 Costco discount, however, was a no-go. During all of this talking at Capistrano Toyota, my Dad called Power Toyota asking whether they honored the Costco discount. They said they did. My Dad wanted to leave Capistrano Toyota and go down to check out Power Toyota in Irvine. The closer told my Dad dealerships will tell you anything on the phone, and talked him out of leaving. It gets worse... The next day we are supposed to pick up our car, and deliver the check. The car had to be brought in from their sister store- claremont. We visited Power Toyota in Irvine in the morning to see if their story regarding wheels, etc. was true. Their prii in the lot not surprisingly had normal stock rims on them. The price he quoted us was solid, at MSRP, and included wheels in the MSRP price! They also agreed to honor the Costco discount. We had not delivered the check and had not taken possession of the car, so we notified Capistrano Toyota that there was no deal. At first they said ok, then we get a call back soon after saying they will give us a lower price. My Dad states that he wants to speak to them in person...it sounded like they wanted to close the deal on the phone without the numbers in front of us. We went down there, and looked at the car we had wanted to buy, which is now on the lot. The trunk of the car appears to be more of a yellow tone than the rest of the car, which is painted in Blizzard Pearl paint. I think this was a factory mistake..a different batch of the same color of paint used to paint a part...a defect in a batch of paint. I tell them this is not ok..my Mom, myself, & my Dad can see the difference. We go inside to talk to them, & a new person comes to talk to us. The previous closer was not there that day. He tells us that if it is a defect (which he did not see), all we needed to do was buy the car and they would then fix it (if the dealership agreed it was a defect), & have the piece/or the car (he was unsure) shipped to be repainted at the factory IN JAPAN!!!!! We would be given a loaner in the meantime. He also said he would give us a form of a Costco discount if we agreed to give them a good survey. Laughably, the showroom car now had the cheap rims on it taken off the Prius we had wanted to buy, & the fancy rims were on the other. I thought it had been at their sister store with the fancy rims already on it? DO NOT BUY A CAR FROM THIS DEALERSHIP. I am shocked at their lack of integrity and willingness to lie, and steal people's hard earned money. I shudder to think how many young and older people have been a victim of their shenanigans. We happily bought our car at a different dealership, all one color, for a cheaper price, without the craziness. More

Hack sales staff. New car registration information with DMV correct, registration with Toyota completely wrong. Survey completed, but not by me. Every tired sales hack is in use: limited supply, we'll see DMV correct, registration with Toyota completely wrong. Survey completed, but not by me. Every tired sales hack is in use: limited supply, we'll see if you qualify, what would you like your monthly payment to be, free oil changes for life, chase buyer into parking lot, call buyer after leaving 3 times in 5 minutes, charges to remove unwanted dealer add ons, mis-quote interest rates, return rates when proof of alternative financing shown. Capistrano Toyota probably loves this review because their sales staff is functioning at maximum "Suck-Em Dry". This is unfortunate for me, I live 2 miles from this dealer and wish I could trust them. Do yourself a favor, go anywhere else. More

I called the dealership wanting a Prius, in 2008. I began working on line and over the phone with their sales team. I provided them with the payoff on my Focus, at their request which I obtained from began working on line and over the phone with their sales team. I provided them with the payoff on my Focus, at their request which I obtained from Ford, and it was in pristine condition. I worked out a price, the trade in, and payments all ahead of time. I informed them that I sold cars one summer a while back, and my ex used to be a car salesman for 15 years, so I knew the drill and wanted to avoid it. I was told "no problem, with the internet sales we can do everything but sign and then you can come in, see the car and drive off with the deal we made. I said "sure." I had done this with Ford and Honda before, so did not see a problem. Got to the dealership and they had the car, everything seemed in order. Then, I was informed that the payments would be substantially more because they were not sure how much I owed on the Focus and, now that they checked, it changed things. They had the PAYOFF DEMAND FROM FORD BEFORE I EVER GOT THERE. They simply lied to get me into the showroom. In finance, they hard sold me on the idea that I should by the pre-paid oil change package, as I would never have to worry about having the money for the oil change, tire rotation, etc. Also, if I kept up the tire rotation schedule, I would have "tires for life" of the car. I asked - because I live in Lake Elsinore but work in Newport Beach - if I could use the service dept of any Toyota dealership for the oil changes, etc. They said "of course," Toyota is Toyota. Come to find out, the package [which you get in the mail weeks later] stated I would have to have all service done at the SJC store! Another bald faced lie. Finally, for the first year, I took my car religiously to the SJC dealership for my free oil change and tire rotation. At the end of the year and over a 24 hour time period, all 4 of my tires blew out. I was told by the dealership [I went to a different dealership for the tires] that the reason they blew was because I was not having the tires rotated like I was supposed to! I informed them - and showed them - how Toyota of SJC had put in all my service forms that they had rotated the tires! The guy just laughed and shook his head. It was simply never done by SJC's service dept, they just LIED on the form saying they had done it. Love Toyota's. I would not buy a soda from the machine at Toyota of SJC - let alone a car or have their service dept. "pretend" to work on my car. More

It's been a few years now, but the memory is fresh in my mind. I needed a new car after being in a major car accident from which I had to be resusitated. I had done my homework: I knew what I wanted, kne mind. I needed a new car after being in a major car accident from which I had to be resusitated. I had done my homework: I knew what I wanted, knew the fair price of the vehicle (brought proof with me), and had a substantial cash down payment along with my pre-approval from my credit union in hand. I can't believe the games they played and the hours they made me wait while they did it! Most of the salesmen ignored me, but a very sweet inexperienced salesman offered his help. I told the salesman that I had just gotten out of the hospital a few days before, was recovering from major injuries, and that I needed to do this transaction as quickly as possible. EXACTLY what I wanted and how much I was willing to pay for it. He needed to get a more experienced salesman (that took about a half hour), after trying to deal with him and his games, he needed to bring in his supervisor (it took him over 40 minutes to show up) who played more number games and bait and switch games. The supervisor decided that I needed to be approved by their finance manager -- I had my own financing! At that point I was ready to give up. If I had been healthier, I would have left earlier. After about 5 horrific hours I bought the vehicle. They tried to cheat on the paperwork, but I read it carefully and made them change the "mistakes" before signing. I vowed never to set foot in that dealership again and to warn my friends and family against doing business there. I have kept that vow. More