Toyota of Glendale

It was the worst experience I’ve had at any dealership. I expected the highest quality and customer service from Toyota, but at Toyota of Glendale this was not the case. Toyota of Glendale is unprofessiona I expected the highest quality and customer service from Toyota, but at Toyota of Glendale this was not the case. Toyota of Glendale is unprofessional, untrustworthy, and the biggest waste of my time and energy. In brief, I purchased a gray RAV4 XSE hybrid with a panoramic roof and they tried to give me a gray RAV4 XSE hybrid with a sunroof. They gave me misinformation throughout the process and were not honest. Be careful on what they promise and what they deliver. See details and messages below. On August 18th, I went to Toyota of Glendale after visiting several dealerships, and opted to get a white RAV4 XSE hybrid with a panoramic roof. The panoramic roof was a must, since my goal was to do a road trip and star gaze. The sales rep Sam, started of being nice and said he would do his best to get me what I wanted. He came back saying that there was a delivery of a gray RAV4 XSE hybrid with a panoramic roof on September 5th. The markup was $7000 their rational was because inventory is low and hybrids are in high demand that was the markup. At this time I was now dealing with Artur a finance rep. We went back and forth and compromised on a price. I was then sent to a finance rep, Pat, he started being nice and very chatty, but as soon as I opted out of the optional coverage (ie gap insurance and other items) he was rude and snarky. I’m the one buying the car and I’m knowledgeable enough to make choices. I was polite and he was very short and rude when I asked questions. Nevertheless, I went through the purchase. I was promised that the car would arrive on Sept ember 5th or earlier. (The wrong car arrived on September 11th.) They didn’t keep me updated as they promised. I messaged the car sales person Sam on August 21st just reminding him that I would like updates. I then was messaging daily after September 1st. I had to call or message everyday to get an update they never reached out to me with information. Sam told me on September 4th that it may get here on September 5th or 6th because of the holiday. On September 7th, they told me it was in Los Angeles being delivered and yet couldn’t tell me an approximate day or time of arrival at the dealership. Note at this time is now 3 days after they promised. I continued to be patient and I kept messaging and calling for an update. Sam was then annoyed that I wanted an approximate time and referred me to his manager, Peter, which promised to update me and he didn’t. It is inconsiderate to the customer to be left with misinformation and guessing. I understand that things change, but communicate that information to the customer. I had to adjust my plans and trips because of their lack of communication and misinformation. The other manager Artur then took over on September 9th and he told me the car was still in the railroad in Mira Loma and was waiting for the truck to be picked up. I was flabbergasted. How did it go from being in LA on September 7th to back at the railroad on September 9th? This made me frustrated. I let Artur know that I was given misinformation and he completely ignored my comment. This is not acceptable customer service. I was then messaged at 9:50am on September 11th that the RAV4 arrived and to pick it up at 2pm. The service guy told me that he was going to fill the gas and it would be ready for me to take it. He wanted me to sign the paper work before seeing the car and I said ‘no, let me see the car first’. I then saw that the car was not the correct car. They were being sneaky about it. Looking back they gave me a print out of the car specs with the correct information that I reviewed and then they took the paper and I had to ask for another printout and promised it was the same. I should of checked more carefully because it now said moonroof and was told it was the same thing. September 11th, I ended up not signing for the car since it was not what I purchased. I purchased a RAV4 XSE hybrid with a panoramic roof not a sunroof. This was the biggest waste of my time. I could of been looking or purchasing the car I wanted at another dealership. Please be careful. If they did this to me, they can do it to you. I’m sure I’m not the only one with this experience at Glendale Toyota. They think that the lack of inventory of hybrids gives them the right to scam customers. Please see messages. I am extremely dissatisfied. I give them zero stars. More

I have worked with Kenny Ihiaso and sucessfully bought a Corola LE 2022 a few days ago, and I am going to give him 10 stars if possible. He is fast, trusted adviser and have credit on what he says. Next tim Corola LE 2022 a few days ago, and I am going to give him 10 stars if possible. He is fast, trusted adviser and have credit on what he says. Next time, if I want to buy a car, I will definitely work with him again and strongly recommend him for whose gonna buy a car More

I went in for my back breaks to get replaced and Bobby and Robert to great care of all my needs. Super amazing and knowledgeable. And the technician are very professional he took it for a test drive to ma and Robert to great care of all my needs. Super amazing and knowledgeable. And the technician are very professional he took it for a test drive to make sure they were done right and heard a small noise and rechecked it by completely redoing to make sure. Thank you for caring for me safety and safety of others More

I went in for my first annual maintenance. When I was driving home, the dashboard screen said "No Information." Usually it shows my speed in digital form as well as the number of miles until When I was driving home, the dashboard screen said "No Information." Usually it shows my speed in digital form as well as the number of miles until I need gas. When I got home, I looked at the manual to see how to restore the screen, which I thought would probably be easy, but I couldn't find the information. I called and asked if they could explain it to me, and let them know I didn't think they would change the dashboard screen, just change the oil. They said my service agent was no longer there, that nobody else was available to help me, and that they would call me back the next day and explain how to restore the screen settings. They never called back. More

I am impressed with the new waiting area. It’s spacious and clean, the service is always tops! Service rep professional. I will recommend this dealership to my friends. It’s spacious and clean, the service is always tops! Service rep professional. I will recommend this dealership to my friends. More

New building. Large and comfortable waiting room. Tasty coffee. Courteous employees. Good atmosphere. Excellent service. Thank you. Large and comfortable waiting room. Tasty coffee. Courteous employees. Good atmosphere. Excellent service. Thank you. More

Great service in their new beautiful service area. They are professional and knowledgeable. It is always a pleasure to have my car serviced at Glendale Toyota. They are professional and knowledgeable. It is always a pleasure to have my car serviced at Glendale Toyota. More

Technicians are very professional always kind. And if I have a problem always is been fixed. My car is always taking care by Reynier. Thanks. And if I have a problem always is been fixed. My car is always taking care by Reynier. Thanks. More

Bobby is the man he helped me and was amazing and very knowledgeable about everything. Thank you so much and answered all my questions along the way and when I needed a ride he got me a Lyft which I appre knowledgeable about everything. Thank you so much and answered all my questions along the way and when I needed a ride he got me a Lyft which I appreciate thank you so much. Thanks for having people like Bobby working there More

BEWARE! On 04/15/2022 I took my Tacoma in to Toyota of Glendale for service because of a noise that it was making. I was told by their service advisor Ru On 04/15/2022 I took my Tacoma in to Toyota of Glendale for service because of a noise that it was making. I was told by their service advisor Rudy Castellon that they would mechanically inspect my truck and let me know what was wrong with it. I left it in the care of Toyota of Glendale, trusting that they would do right by a loyal customer. My truck was in their possession for 6+ hours. Instead of just assessing for issues, fixing the truck, and getting my property back to me--one of their employees decided to take my truck off the lot and use it for their personal business. I found this out 2 weeks after the fact because I received notice from the City of Glendale that my truck was cited for a parking meter violation. After retracing my steps and following a paper trail I came to recognize that my truck was allegedly still on their lot being serviced. My Tacoma was parked a little over two miles away from Toyota of Glendale and parked in front of a residential complex--an apartment complex that I have never been to. That employee then tried to cover it up and paid for the ticket thinking that I would not receive notice. Now I have a mark on my driving record and after receiving the notice in the mail I came to find damage on my truck! This is only the tip of the iceberg--I can only hope that my truck was not used for any nefarious activities or involved in any other incident. When I visited Toyota of Glendale to speak to someone about the incident involving the parking citation, I asked for the GM and an employee told me that there was no dedicated GM for that site. The employee instead took me to Carlos Pena a Service Department Manager, who then told me that they do have a GM but the GM is not in on Mondays ( I visited on a Monday) and is usually not in until 11 am. What GM starts that late and is so hands off? A GM is supposed to be a professional that improves efficiency and improves customer satisfaction in all areas or departments on site. Instead I come to find that GM Gary takes a lackadaisical approach to his job instead of being a proper supervisor and aware of what is going on under his supervision. I also asked Carlos for an incident report but he refused to write one up for me. Neither Carlos or their GM Gary have offered proper restitution for the incident. This is not the first time I have an issue with the service department at Toyota of Glendale. In August of 2021, I took my Toyota in for an oil change. Their service advisor Dong Bok Kim told me that my drain plug was stripped and I would need to replace the bolt and gasket. I asked Dong Bok Kim how much that would be, and he told me that the part would run me $60-70. I told him that I didn't know much about being a mechanic but I sure knew that a bolt and gasket would not cost me that much. I looked the part up on Toyota Parts Center with Dong Bok Kim standing next to me. The drain plug is MSRP $5.29. I showed this to Mr. Kim and he chuckled and said that he would check in with the parts department and make sure. He then came back and still tried to charge me $15 for the drain plug. Both of these incidents show that Toyota of Glendale is a place where they train their staff to take advantage of their customers in any way possible as long they don't get caught and it works in the advantage of Toyota of Glendale. These incidents only add to the distrust that people have of car dealers and further foments the idea that anyone you speak with at a dealership is dishonest. I will be escalating and reaching out to Toyota USA Corp. I find myself incredulous after finding that this can happen at a business that is supposed to uphold the quality, honesty, and reliability that the Toyota brand is known for. More