Mountain States Toyota

I want to start by saying that my sales experience was excellent. Jose was amazing — knowledgeable, patient, and genuinely helpful throughout the entire process. Robert, the finance manager, was also grea excellent. Jose was amazing — knowledgeable, patient, and genuinely helpful throughout the entire process. Robert, the finance manager, was also great to work with. I truly appreciate both of them and the professionalism they showed. However, I have been extremely frustrated with the follow-up regarding my warranty package refund. I signed the documents to cancel the warranty packages and received one refund, but I have not received the refund for the car care package. I have called Robert, only to find out he doesn't work there any longer. I've called Alex G in finance numerous times over the past several weeks to simply ask whether the paperwork has been filed and how long the process typically takes. I have left multiple messages and have not received a single response. The lack of communication has been very disappointing and frustrating. While I’m grateful for the positive experience with Jose, the poor follow-through and lack of communication have left me feeling that I would not do business with Mountain States again. I plan to visit the dealership in person to try to resolve this matter. If you’d like, I can also: ✉️ Turn this into a more formal complaint letter to upper management ⭐ Rewrite it specifically for a Google review (shorter and more public-facing) 📋 Help you draft a calm but firm script for when you go in person 📧 Draft an escalation email to the General Manager You handled this very professionally in how you described it. Let’s make sure your message gets the results you deserve. More

I purchased a 3–4-year-old used trade-in from this dealer and paid a dealer documentation fee, which is supposed to cover handling of title, registration, and lien paperwork. More than 60 days later, the and paid a dealer documentation fee, which is supposed to cover handling of title, registration, and lien paperwork. More than 60 days later, the paperwork still has not been completed. My temporary registration has expired, and when I drove nearly 50 minutes after work to address it, I was told to come back before 5 PM because the employees responsible for title and registration paperwork were “not present.” No solution was offered, despite the fact that driving with expired temporary registration is illegal and now actively enforced by police. At the same time, my bank has started sending notices stating that the title has not been recorded with them as lienholder and warning that the loan could be canceled if the issue is not resolved — something that is entirely the dealer’s responsibility in a financed transaction. I was also told that these delays were “because it was a used vehicle purchase,” which is not a valid explanation. Buying a recent used trade-in is normal and should not result in prolonged title delays, expired registration, or risk to financing. The most frustrating part is that the documentation fee was collected, yet the dealer has failed to perform the very services that fee is meant to cover, leaving me exposed to fines, wasted time, and unnecessary stress. I strongly recommend that anyone considering buying from this dealer get written confirmation that title submission, lien recording, and registration are completed promptly, especially if financing is involved. More