Recent Reviews from AutoNation Toyota Tempe

I have had a nightmare experience with this dealership. I bought a 2018 Tacoma, traded in a 535i M Sports. Sales experience was good, I dealt with a sales manager, got me exactly the deal I asked for. From there it has been awful. Delivery took 3 hours, the salesperson was dealing with three customers, we wondered back to the wash area drove the truck up front. The salesperson was upset we did this, and when we explained we had been waiting for for him for an hour in the showroom, and that we had been there three hours, he said "that's the game" ...no it's not. Then I dropped the truck off to get tint as I purchased it in my deal, they offer to detail it because of the long wait time. Called me to say it was ready, I pick up the truck, the windows are tinted, but the inside upholstery and head liner have black had print and dust EVERYWHERE ...and I mean all over. The truck clearly was not washed, not to mention detailed. They apologized, profusely, but the damage was done. Then 41 days after purchase, I got a call from BMW Financial saying the 535i was not paid off, and I was past due on my payment. So I made another payment on the BMW, called this dealer who told me the check was in the mail, a week later it was still not paid, so I called again, now they tell me "it was overlooked" and the check would go out that day, and they wanted to know how much I had paid so they could deduct that from the payoff, when I got to a "Manager" I was told it was a new person and they were incorrect to ask me about the payment. Now my radar "safety sense" on Tacoma goes out. Take it in. Had to order a sensor, that took 5 weeks. Had to call the dealer and ask where the part is? They of course say "we have been trying to reach you". No calls, no emails. They apologize again, "how about we detail your truck to make it right". I explain, this has not gone well in the past. Sure enough, pick up the truck, covered in tree leaves and hard water spots, brake dust ...no wash, no detail. So if that was all... Today I get a text from Toyota Financial. Your payment is past due, please call us. I call, nope, have not missed payment, but I am pre-qualified for a trade in. What a mess.

Tim Montemayor Apr 10, 2018

I am going to give an honest review. I don't think this dealership is bad. In fact its one of the nicer ones I've been to, but the process wasn't easy for me and I felt like I was very patient through the entire ordeal. I found this dealership and had the intention of leasing a car, not buying. My credit was bad to lease so they recommend I buy. I found a car that was low pricing, with reasonable payments per month. I asked if I could put $500, but then the rates went up. I was going to decline until the manager Todd (I believe his name), said he could keep the payment the same but allow me to put $500 down. I had to wait to get paid, so about a week later, I came back and the car was gone (which is understandable). I was informed there was another car within my price range, and I liked it better anyway. They said the payments would be 180. After that, it rocketed up to 250, which was OK... I guess. More than I wanted to pay but within my price range. I spoke with the finance Jordan, who then gave me a different estimate of 275, which I was OK with. Then I signed paper work, they said I have 5 days to return the car and a 90 day warranty. So the first issue I had was the check engine light came on. I brought it back within the first 2 days of getting it, and they kept saying it was the gas cap. It came on again after day 4 and they ordered me another gas gap. After replacing it, it still came on. I went to a mechanic down the street and he told me to have them check the hose. I went again, and the mechanic, Michael, told me it won't do it again. A day later it did it again. After about 8 times of coming back, they finally took it to the Kia dealer down the street and they fixed it. No more check engine light. The next issue I have is how they processed my loan.I went from paying 184 monthly to 298. I admit my credit is shot, but I could of waited to take the car while they finalized everything. The fact that I drove off the lot thinking everything was okay, and it wasn't, is kind of concerning. Now luckily I can afford 298 but it is way over the price I wanted to pay a month. I would of gotten a cheaper car with cheaper payments but I was already out of my 5 day warranty. I called and received no call backs. I literally had to go in to get someone to answer my questions. Finally we got it settled, and I signed the final paper work and thought I was done with this madness about 2 weeks ago. And about 3 days ago or so, I get contacted by the financier that they are going to pull my loan because they couldn't verify my co-signers work address. I gave them the right one and thought everything was okay. now they want my W2s, and it just seems endless. Today I finally got contacted directly by the financial institution doing my loan, and I am working directly with them. I bough the car Feb 26th, and it's Mar 23rd. I should be done with this by now. I think the dealer ship is good, and they had good intentions. but I forget that their goal is to sell cars. Once they sell you a car, you are second priority. I feel like Michael, my sales rep, was nice, but I wish he got back to me when I called him. I understand everyone is busy, but I still manager to contact my customers back within 24 hours at least. The fact that the payments went up, and the fact I had to put $1000 instead of the $500 is a bit concerning. I do however, like the fact they let me separate the payments for the down payment. That part was very kind of them. So overall I don't think they are a bad dealer. I just wish my process was smoother because it put a lot of unnecessary stress on top of stress I was dealing with already. but this is the first time buying a car on my own, and I learned a lot from the experience. Make sure the loan is final before you drive the car. Make sure you know what the payments will be before you agree to buy it. Make sure you get everything written down in emails or text. Good luck to you all!

Jamila Dai Mar 23, 2018

BUYER BEWARE! On November 11, 2017 I purchased a used RAV4. I also purchased an added pre-paid maintenance plan. My purchase experience was great that day, however, AUTONATION TOYOTA TEMPE does nothing to take care of its clients after the contract is signed. I scheduled to get my car maintenance for the first time February 3, 2018 to find out that staff did not enter in my contract or plan correctly. This created such a financial burden on me, I couldn’t get my car serviced without paying the normal fees. After continuously, calling auto-nation's finance department all day Saturday, February 3, 2018 from 8am-4pm no one answered my calls. I left several messages, and someone named "Mia" finally picked up. Mia told me the Director of Finance "Charles", was the person I needed to speak to and he was out on vacation and would get back to me first thing on Monday, February 5, 2018. On Monday afternoon I called Charles and left several messages. After having no success in trying to reach Charles, I spoke with someone else from the finance department and she told me that she would put a personal note with my information on Charles' monitor screen so he would call me right away. I waited a few days after February 5th and no response from Charles. I was forced to pay out of pocket for maintenance while I’m supposed to have a prepaid maintenance plan. I have tried several times to reach this Director and he has ignored every one of my numerous calls. Two (2) weeks has now passed and no one has reached out to me. I am the victim of someone's negligence. This issue should be a priority for the manager and AUTONATION. I should not have to be calling everyday with no response at all from anyone. I should not have to go out of my way to AUTONATION just to get someone to speak to me, unfortunately I feel I have no other recourse but to show up in person or make anyone listen to me. Don’t expect the staff to help you with anything after you drive away because the only priority for them is to get to you sign a contract. IF I HAD A CHOICE, I'd purchase with another Dealership.

Serena Renteria Feb 17, 2018

I have been a happy, loyal Toyota customer for many years and have always received exceptional services with them until I switched to AutonationToyota Tempe. Customer service overall is very good with the exception for a few cranky women at the desk. My problem has been with the actual service(s). I took my car in for a 5000 mile routine check up and was told I needed new front brake pads. I agreed to have them replaced. A few days later my car was making a weird scratchy noise that seemed to be coming from the front tires. Ok...first complaint: I could not get an appointment to have it looked at for over a week! I called daily to see if there were any cancellations and was told, “Sorry, we can not squeeze you in.” I could have left my car there overnight (and I probably should have) but like most people, I could not go without my car for a night. No rental car service was offered to me at this point. So, the day before my scheduled appt...my brakes failed!!!! Yes!! Luckily, I was not far from my home when this happened and did not get into an accident. I was infuriated! The next morning I called Toyota and they quickly sent a tow truck out to retrieve my vehicle. I was told that my power brake booster broke and it had nothing to do with my recent brake pad job. I found this very hard to believe. Luckily, my car was under warranty and was covered for the part needed. No harm no foul I suppose. Second complaint: A couple of weeks after my brake issues I tried to clean my windshield with my wipers. Well, my wipers did not work! Again, lucky for me (and Toyota), I was not in the middle of a monsoon while driving. So, I called Toyota again to have my wipers looked at. They were able to get me in right away. Turns out the service people (mechanics) FORGOT to plug my wipers back in after my brake job! Sorry for the long-winded response here. But I do feel better now venting off some steam about my recent experiences at Autonation Toyota Tempe. I am reluctant to go back there as I think you should be too!

Tammy Wolfort Oct 27, 2017

Update: Customer Service contacted me last week and let me know that they are looking into the case. And yesterday I got another call and they told me that they saw the error on their end. So they will keep my plan as it is and send new agreement in mail in 2 weeks. ___________________ Ok, please bear with me because it will a long one. I will explain everything step by step. I bought a car from this place last year November. While I am buying the car, I am told by the sales man, his name is Horea Silvas, that the price that they are offering has ToyotaCare Plus Prepaid Maintenance Plan (see the 1st photo). We agreed on the price and went to see the Finance guy for the paper work. The finance guy, his name is Charles P Bacigalupi III, offered us another plan which is GAP and Vehicle Protection Plan. And he exactly told us this while he is offering this plan: "Since you have ToyotaCare Plus Prepaid Maintenance Premium Plan, it is better for you to get extended warranty till 10000 mile (see the second photo)". I asked what is the difference between Prepaid Maintenance Premium Plan vs Vehicle Protection Plan. He told me that "Prepaid Maintenance Plan covers preventative maintenance every 5000 miles till 55000 or November 27, 2019, whichever comes first. However, Vehicle Protection Plan is basically is a warranty for working parts of the car till 100000 but not covers tire changes, for example" I said ok and we agreed to pay about $2500 more on the top of the initial price. And while We were signing the papers with my wife we got VERBALLY confirmation at least for 3 times about what are those plans are. Up the this part is the first part of the story. So we bought the car and went home and a couple weeks later I got lots of papers and agreements in the mail showing that what we talked and signed was implemented and I was happy. I took my car to the maintenance for 2 times and even once I have used the road side assistance. Those were all free and I did not pay anything as the plan states. However, the last week I took my car to the AutoNation Toyota for 40000 preventative maintenance and the service guy told me that I need to pay for the service. I talked to him and showed him the agreement that I had in my hand. Then he was convinced but told me that in their system the agreement was canceled. I asked him HOW? No one called me or notify me or get my authorization for the cancellation. he said he does not have any control over it and I should talk to the finance department. By the way he gave the service for free since he understood that there is a problem on their side. So I have thanked him and went to the finance department. after a short wait, the finance guy Charles showed up and I was kinda happy since I have talked to him while buying the car and I thought it will be easy for me to explain the situation. However, it was the opposite. He told me that I do not have the Prepaid Maintenance Premium Plan. I tried to explain our past talk and why I bought the Vehicle Protection Plan but he said "No you do not have this plan and did not pay for it".Then I showed him the agreement that I got in the mail verifying my claim. after seeing that, he looked the system and told me that "Yeah you had it but since you did not pay We CANCELED it". I said "I did not need the pay for it since it was the deal that we had" and "how you can cancel an agreement without notifying me or calling me" since I did not sign anything for cancellation. And you know what he told me "It was OUR MISTAKE and WE CANCELED it since our signatures were on file and You should feel happy since you get 3 services for free". This was first of all rude and basically FRAUD. I tried to explain him that this is wrong but he fired me from his room. So bottom line I do not recommend to buy a car here even if you decide to buy a car, I highly recommend for you to record every talk you had, especially, with the finance guys since you will need them. By the way, It has been 2 weeks and I am still try to solve this problem. But No one is willing to help me.

Samet Arda Oct 17, 2017

Is it just with Scion's or are Toyota buyers also feeling like there's no point in having a warranty on your vehicle because it's not like they're going to honor it anyways... My boyfriend brought in his Scion FRS a month ago to get the engine fixed, which is COVERED under his warranty, but Toyota refuses to honor it. We've been having to share one car this entire time too. Keep in mind, I work two jobs so it's not easy sharing my car when I have to be at more than one place in a day. On top of the drama that you're about to read, our service rep, Guy, has not been the most helpful fellow there is. When we dropped off our car, I kid you not, he looked at us and said "is there someone else you can go to, I was about to leave?"... Sorry buddy, you were the only one there!! Anyways, they asked us for records on our previous oil changes, in which we provided the information they needed. They then stated they needed records of the previous car owner's oil changes, even though I find that ridiculous because the previous owner's oil changes wouldn't have been the cause of the problem. We've had the car for about a year now? But either way, we had already provided them with the car fax when we initially dropped off our paperwork but we still provided them more documents. They then told us there was too large of a gap in between two of the oil changes from the previous owner so they still weren't going to honor it. We were able to find even MORE documents for them but it still wasn't enough... Oh, and the dealership has never actually told us the cause of the engine needing to be replaced by the way. So now here we are... having to go through an appeals process through Toyota all because they won't cover his warranty. Toyota, you have no idea the amount of stress you have put us and our families through this last month and I will not stop until this is made right. I'm disgusted by your company and will make sure everyone knows what you really stand for.

Kelly Hayes Aug 26, 2017

DON'T WASTE YOUR TIME OR MONEY ON THIS PLACE. I purchased a 2017 Corolla this past March2017 for my wife. I am currently on deployment, so I wanted a reliable car for my wife who is pregnant. Back then, Toyota was having a promotion for Corollas which included 0 down and 0% interest. So I purchased a Corolla and ONLY included the GAP insurance. By the end of April, I received a call from MJ (Finance Agent) informing me that they needed me to go to the dealership to re-sign the contract since there were a "few missing signatures". Luckily for them, I was going home to take care of some stuff before I deployed. I went to the dealership and spoke to MJ again. He told me they needed to make a new contract since some signatures were missing. I asked him and he CONFIRMED that all things were the same as the original contract (0 Down, 0% interest and ONLY the GAP Insurance and a monthly payment of $297). I signed the contract and I asked MJ to print me a copy of the contract and to email it to me as well. For some odd reason, the printer was not working at the moment so I just told him to email me the copy of the new contract. I was in a hurry and I need to head back to San Diego so I trusted him to email me those documents. Needless to say, I never received by mail or email the copy of the new contract. By May 9, the temporary permit they gave me when I originally purchased the car expired and I still have NOT received the plates. By this time, I was just about to go on deployment, so I was home for a few days. Once again, I went back to the dealership to address this issue. However, when I got to the dealership, I found out that my monthly payment went up to $393/month. I WAS FURIOUS. At this time, MJ wasn't working there anymore so they assigned my case to a new Finance Agent, Jordan Hawkins. I worked with Jordan and we made a new contract with the original numbers that I have agreed upon (0 down, 0% interest, GAP insurance, Monthly Payment of $297). This time, I made them to give me a paper copy of the contract as well as an electronic copy of it. By the end of May, I was already on deployment in the Middle East. At this time, my wife informed me that we received a letter from TFS with the contract number, Payment amount, and Payment due date. This letter had all the wrong numbers. It still included the wrong purchased amount and the $393 monthly payment. I called TFS and even sent them a copy of the contract. They told me that the contract I was providing was not on file and they needed to get the contract from the dealership. I am currently about 10 hrs ahead of Arizona time, I have been calling them at really late hours for me in order to try to get a hold of somebody in the finance department during their working hours. I have left voicemail, emails and even contacted the customer service support on the web. I still have not received a single call or email from them. DO NOT WASTE YOUR TIME WITH THESE PEOPLE. BUY YOUR CAR SOMEWHERE ELSE. THESE GUYS ARE HORRIBLE.

Luis Alberto Almeida Jun 10, 2017

The best advice I can give is to avoid AutoNation Toyota Tempe at all cost. When I purchased a certified used 2011 Tundra, they failed to do the work that was promised and have been dishonest at every single opportunity possible. Had they not had the low mileage certified used 4x4 truck I was looking for, I would have run far away. I caution everyone to avoid them at all costs. This was my first time buying a vehicle from a dealership. This shows why they deserve the reputation they have earned – a D- on BBB! Sales is a joke, the detail shop is terrible, and the service shop is plain fraudulent and incompetent. First visit: coming from a family that has owned 5 other Toyota vehicles, I knew I wanted a Toyota truck. A drunk driver had totaled my previous vehicle leaving me without a car so I needed a replacement. We went to check out various Tundra and Tacoma models at AutoNation Toyota. The salesman assisting us was Richard Basso. Having looked online prior to our visit, I knew they had a certified used 2011 Tundra that I wanted to check out. It was not on the sales lot but Richard was patient with me looking at other trucks and SUV’s. Eventually the Tundra was located. It looked nice and fit the criteria I was looking for in a vehicle. Long story short, I ended up purchasing the truck that night. The vehicle still needed to go through the service shop for repairs necessary to bring it up to the certified used standard so we agreed to pick it up in a few days. From my inspection I found it had an engine oil leak, rock chips in the windshield, and window trim that needed replaced in addition to their planned repairs. The dealership agreed to take care of these items before I picked it up. Second visit: a few days later I was contacted and notified the truck was ready to be picked up. Here is where the fun begins. There was oil all over the valve cover where the leak had been repaired. They had completed the repair but did not bother to clean up after themselves, which was extremely unprofessional. The chips in the windshield had not been repaired. They also did a terrible job on the detail with half the panels still dirty and they had not even cleaned the roof at all! At this point, Richard the salesman commented that the detail shop is pretty terrible (not confidence inspiring!). Safe to say I’m not happy at this point. They also did not have the certified paperwork ready and promised it at a later date which left me very uneasy. They promised in writing that these issues would be taken care of at a later date and that I could take the truck that night. As I had be carless for a month at this point, I was eager to have the vehicle. We said goodbye and I got in and started the truck to leave. Upon starting the truck, all of the lights were flashing on the dash and the engine was running extremely rough. I went back inside and notified the salesman who came out along with the sales manager. They checked the codes and determined it was an engine misfire which the sales manager claimed was probably from the truck's engine being washed and that the problem would go away on its own. I know quite a bit about vehicles and as such refused to drive the truck until it was repaired properly. They agreed to fix the check engine light and the other repairs that had not been completed, leaving me to go home disappointed. Third visit: the truck was ready to go. The check engine light was caused by installing the sensor wiring incorrectly after the valve cover was replaced. The truck was clean this time and they had all of the proper paperwork. The salesman, Richard, apologized (though none of this is his fault) and all seems well. Upon leaving, I noticed that the truck was not driving straight, in spite of an alignment being performed. Now being sick of dealing with AutoNation Toyota, I figured the worst is over and I would just deal with it. Fast forward 1.5 months and 2500 miles later. I reached my tipping point and decided to write this review. The maintenance reminder light has come on, the one that is supposed to come on every 5000 miles and is reset when the oil is changed. Also, the oil level is low raising the question of whether the oil leak was actually repaired. I’ll summarize the main points: The claim to have done an oil change. If so, the maintenance light should come on after 5000 miles and not after only 2500 miles following the sale. The oil level is low indicating the leak may not have been repaired. They claimed to do an alignment but the truck did not drive straight immediately after they performed the alignment. Their detail shop left swirl marks all over the dark colored truck from having done an extremely poor job on the detail. They claimed to have replaced the wiper blades during the certified vehicle prep. However, they streak like they are a year old. In conclusion, I paid extremely good money for this truck and as a certified used vehicle, I expected a much better experience. AutoNation Toyota appears to have lied about the work that was done to prepare the vehicle for sale and did a very poor job of other work that was actually performed. Run far away from this place, even if they have a vehicle you want. There are plenty of other Toyota Dealerships in the valley.

Spencer Clayton May 31, 2017

I LOVE "my" Service Department Guys at AutoNation Toyota Tempe and their awesome management team, Brandon Reed and Mike Culbertson!! They have been "my go-to guys" for almost 10 years now so I have come to trust them COMPLETELY!! Recently, I was driving with my kids when, SUDDENLY WITHOUT WARNING, my Prius COMPLETELY lost power; we're talking "I can't turn my steering wheel, no panel lights" dead! It was a REALLY scary experience but my Toyota guys saved the day! Not only did my car have absolutely NO power, but I also smelled burning (of an electrical nature) which probably scared me the most. So I called and left a frantic message for one of my very favorite, incredibly trustworthy, reliable, and talented Toyota Techs (John S. a.k.a. "Shep"). And even though (as I found out later) he was on vacation at the time, he returned my call, walked me through some troubleshooting exercises, and determined over the phone that it was most likely my inverter water pump. He advised me to have it towed to the dealership. When I offered to pay him a phone consultation fee, he refused and told me it was "On the house." When we realized that we needed to get my car into neutral so we could get it loaded onto the tow truck, my Service Advisor, Rich Taylor, spoke to another knowledgeable and helpful Toyota Tech named DJ. DJ helped us figure out how to detach the inverter water pump and switch out the fuse to see if the car would regain power so we could get it into neutral. (Let me tell you...that was SERIOUSLY harder than you could imagine because there is not much room to maneuver! I KNEW they were awesome before, but after this experience, I have a newfound respect for these guys!) After the AAA driver dropped my car off at the dealership, we were sitting in my advisor's office filling out paperwork when another customer approached and asked Mr. Taylor for assistance. He reported that his car had a dead battery. The Service Department had actually closed by that time, but Mr. Taylor, who clearly cares about customers, still helped the guy out. When they got my car into the shop the next day Justin (another experienced Toyota Tech) was able to inspect my car to diagnose what had happened. Just as "Shep" had predicted during our phone consultation, it WAS my inverter water pump! Justin replaced it and now I have my car back; good as new!! YAAAAAY!! Even though this was an entirely stressful event, my Toyota guys quickly alleviated my stress. They took great care of me and quickly got my car repaired and back on the road!! They are clearly educated, well-trained, REALLY smart Toyota guys and best of all, their actions prove that they truly care about their customers! I wouldn't take my Prius anywhere else!! ♡♡♡♡♡

Fredie Jo Mar 29, 2017

Service Department (Sam, Brandon, and also Mike): 0 stars!! We had an appointment scheduled for a regular servicing for my husband's new Prius (less than 2 yrs old). Service dept had screwed up the day, and rudely indicated that it was our fault. We asked to speak to a manager, but we were ignored, so we drove away! Tried to contact a manager later that evening, and he was no help! He was very unprofessional, and again seemed to accuse us of the appointment being our mistake, and said that we should have known that they do servicing without appointments. We asked for an apology for their mistake, and for the rude and offensive behavior we were receiving. The manager did not offer those things. As frustrated as we were, we tried to remain calm, but the manager then accused us of being offensive, told us he did not know what to do to help us, and told us we were not welcome to come back to AutoNation Toyota Tempe, and hung up on us! I cannot believe the gall! The next day, we then tried to get ahold of another manager, but every time the receptionists told us no one was available to speak to us, and they took down our phone numbers, but no one ever returned our call. After several days, we were able to get ahold of a general manager who wanted my husband to call and set up a meeting with him. When we said we were able to come down in person, we finally got a call back, but this time they said that we were the offensive ones, and that we were not allowed to set foot in AutoNation Toyota Tempe, because they would consider it trespassing and would call the police!! I really cannot understand the nerve of them, and the COMPLETE ABSENCE OF CUSTOMER RESPECT OR CUSTOMER SERVICE. When we try to contact AutoNation corporate, we are also getting nowhere, because all we can find is a chat session with a robot who is no help, and no phone number or email address. This company sucks!! They really need to learn decency and respect for their customers! We will never go back! All it would have taken was an apology for their mistake a week ago, and a corrected appointment to finally get the servicing done. That is all!! But, we never received that. We bought our Toyota vehicle with the understanding that we have "Toyota Care," for servicing/oil changes and warranties which must be upheld. I think that AutoNation must not care about these things, and I wonder if Toyota would appreciate them so poorly representing their company and their products. Please consider boycotting AutoNation and Toyota. After 10 years of being loyal to Toyota, I think I will be changing my brand loyalty and be taking my business and hard-earned money somewhere else, where they appreciate my business.

Courtney Shoff Jan 30, 2017

Earlier, I bought a 2017 Toyota Prius. This is my experience at the dealership and afterwards. 1) The car is fantastic and I love it. 2) Their warranty person was a bit pushy and seemed insulted and tried to make me feel bad about declining extra warranties. That's not good service. 3) As soon as I get home, my friend notices that I don't have any plates on the back of my car. I call the dealership and it turns out that they forgot to put them on the car. The right thing to do would have been to have someone drive out and put them on. Instead, I had to make a new trip to the dealership in the morning and risk getting a ticket for driving without plates). 4) That past weekend, I get a call from the dealer saying that they have the wrong VIN for my new car. I don't even know how that is possible. Not a big deal, I go out to the car and give them the new VIN for their records. 5) Later that day, I get another call that my new car registration and temporary plates had been cancelled. I'm assuming this is due to the VIN event earlier in the day. The dealer said he would immediately send me the new information in email to print out and put in my car. I had to send a reminder email later because it was never done. I finally get the email on Monday morning with the new information. So again, I could have been driving with the risk of being pulled over for an invalid plate/registration. 6) I got an email from the internet sales manager over the weekend to see if I was still interested in buying a Prius. I respond with the information above and wonder how they do not have a record of me making the purchase. 7) Last week, I got another email from the general manager asking if I had any more questions regarding the Prius I had inquired about. I respond with similar information. As I was getting ready to leave the dealership the first time, they made it a very profound point that they shoot for 10s on service and that a 9 is simply unacceptable. How is any of the above acceptable, let alone a 9 or a 10? I have left reviews on other sites. The dealer responded asking me to call the general manager to make this right. I did and left a message. It has been about a week and no response. I try getting the email from their chat to email him or her directly, but they are unable to find an email. This is simply not good service.

Joey Davis Nov 29, 2016

Last week, I bought a 2017 Toyota Prius. This is my experience at the dealership and afterwards. 1) The car is fantastic and I love it. 2) Their warranty person was a bit pushy and seemed insulted and tried to make me feel bad about declining extra warranties. That's not good service. 3) As soon as I get home, my friend notices that I don't have any plates on the back of my car. I call the dealership and it turns out that they forgot to put them on the car. The right thing to do would have been to have someone drive out and put them on. Instead, I had to make a new trip to the dealership in the morning and risk getting a ticket for driving without plates). 4) This past weekend, I get a call from the dealer saying that they have the wrong VIN for my new car. I don't even know how that is possible. Not a big deal, I go out to the car and give them the new VIN for their records. 5) Later that day, I get another call that my new car registration and temporary plates had been cancelled. I'm assuming this is due to the VIN event earlier in the day. The dealer said he would immediately send me the new information in email to print out and put in my car. I had to send a reminder email later because it was never done. I finally get the email on Monday morning with the new information. So again, I could have been driving with the risk of being pulled over for an invalid plate/registration. 6) I got an email from the internet sales manager over the weekend to see if I was still interested in buying a Prius. I respond with the information above and wonder how they do not have a record of me making the purchase. 7) Yesterday, I got another email from the general manager asking if I had any more questions regarding the Prius I had inquired about. I respond with similar information. As I was getting ready to leave the dealership the first time, they made it a very profound point that they shoot for 10s on service and that a 9 is simply unacceptable. How is any of the above acceptable, let alone a 9 or a 10?

Joe Davis Nov 22, 2016

Just got back from a service appointment. The service area was dead as a door nail. I know what a busy service bay looks like, and today wasn't it. Regardless, there were plenty of people standing around the service area. In other words, the service area wasn't busy nor short-staffed. The employee (I hesitate to call him a service adviser) Randy Scott confirmed from the paper on his clipboard that I'd be waiting. So there was no confusion about whether or not it mattered how long it took. My appointment was an oil change and tire rotation. On a slow, overstaffed day. Doesn't get any easier than that, right? Wrong. Randy grunts something about how he'll come find me and then turns around. Nothing about where to go to wait, no question about whether or not I want the car washed, no "thanks". Nothing. Just a grunt, and then his back. I go inside to a nearly empty waiting room. TWO HOURS later, Randy comes strolling in and says my car's done. He hands me a stack of papers and points to the cashier. Nothing about where my car is, how the multi-point check went. Nothing. So I go to the cashier window. The cashier tells me to initial in a few places acknowledging that Randy went over everything with me. He didn't, so I left those blank. The cashier wasn't surprised at all. I suspect she's used to Randy displeasing others as well. So I go to the service bays to get my car. It's nowhere to be seen. I hand the "valet" the paperwork. He says it's being washed (i.e., my car wasn't done as Randy incorrectly said it was). When the oil change tech (Ryan) brings my car around, he leaves a wadded up paper floor mat on the driver's side floor, and a big number tag hanging from my rear view mirror. By that point I was fed up. Of all the people I talked to, no "hi's", no normal communication. Just silence or grunts, on top of a very simple job taking twice as long as it should have. And the so-called car wash is poor. My windows and windshield were streaky, and there was bird poop on my trunk lid. There shouldn't be bird poop on a trunk lid after just getting washed. Also, my wife recently decided to buy out the 2 year old car she was leasing. The finance guy hounded her for HOURS to buy a $2500 non-Toyota warranty that only lasted until the odometer read 70,000 miles. My wife's no dummy, so she declined. Finance guy tries some scare tactics with a laminated scare sheet showing grossly inflated repair costs. Then he tries some trickery with extending the life of the loan without telling her. Luckily she noticed herself. After HOURS, he gives up, gets mad, and practically storms out of the room (due to no commission) and the manager comes in and finishes the deal up. He saw a woman by herself and thought to himself how easy it'd be to rip her off. He got mad when it didn't work. Bottom line: If you're looking to buy a Toyota, or have one serviced, GO ELSEWHERE! There are tons of Toyota dealers in the East Valley, let alone the entire Valley. This place is terrible. You've been warned.

Rant Rave Oct 22, 2016

Let me start by saying I actually had a great experience with this dealership years ago when I purchased a 2007 Toyota Tacoma. I purchased it through the Costco buyers program or I would have never driven across town to go to this dealership. That being said I never used them for service because there were other dealerships closer to work and home. Well thankfully I never took my truck there because after today I will tell everyone I know how horrible the service department at Autonation Toyota Tempe is. While driving into work today I heard a loud sound that sounded like a gun shot and then a noticeable difference in the driving of the car. I pulled over and saw that the tire was flat. I pulled the bad tire and put on the spare. While examining the flat tire I saw that there weren't any issues with the tire but the rim had a huge hole in it. Like a bomb blew up inside the rim, pushing the alloy outwards. I made an appointment with the service department at Autonation Toyota Tempe and took it in this afternoon. After waiting there for almost an hour the service advisor came to tell me that the damage was caused by running something over. First of all since I was there and they weren't I can tell you there wasn't anything in the road. Additionally the damaged rim is the back drivers side rim. If I did run something over that was capable of doing that kind of damage wouldn't it make sense that there would be damage to the front tire or the bottom of the car? Regardless of that my point is this. Chris Maltablano (I think this is how it is spelled) is a rude, inconsiderate service advisor. I would recommend taking your vehicle to any other dealership in Arizona for service as long as it's not Autonation Toyota in Tempe. Needless to say I was not surprised that this place has multiple negative reviews. Save yourself the time, hassle and frustration. I took my truck to Earnhardt Toyota in Mesa for service and they always treated me with courtesy and respect. I will be going to any dealership other than Autonation in the future.

Dustin Rich Aug 23, 2016

Absolutely terrible service. We scheduled an appointment for 9a to simply have the oil changed and the tires rotated prior to a road trip coming up this weekend. All previous experiences with the service department where I wait while the vehicle has maintenance performed have involved maybe 60 to 90 minutes before the vehicle was ready. The entire reason why we scheduled the appointment for 9a was because my pregnant wife needed to pick up our 3 year old from day care by noon, but the vehicle was not done until almost 12:30p. To make matters worse, the service department rep kept telling my wife that the vehicle was almost ready when my wife began inquiring what was taking so long at 11a AND reminding the employees she needed to leave to pick up our child from daycare soon. Then after telling my wife the vehicle was ready and they just needed to run it through the car wash, the vehicle took another 30 minutes before they brought it out. To make matters worse when my wife was attempting to rush and leave by paying for the vehicle, the cashier behind the counter was busy talking to another employee about gossip and ignored my wife standing at the counter. When my wife spoke up and said she needed assistance the cashier then had the nerve to tell my wife to "wait a minute". When my wife told the cashier this was unacceptable, the cashier then became rude when she came over and finally did her job by allowing my wife to pay for the service. This experience has forced me to have to look elsewhere next time my vehicle is in need of an oil change or other maintenance and also reconsider where I will be shopping for my next Toyota vehicle. A 3 plus hour wait time is absolutely unacceptable for a simple oil change when the appointment was scheduled with the understanding that we would be waiting with the vehicle. What is the point of setting an appointment for service like this and still losing your entire morning to a waiting room on simple, routine maintenance? Please get your act together or we won't be the only customers you lose going forward.

Anonymous Rex May 4, 2016

This was the first time purchasing a vehicle and doing financing and it has been the worst experience. Went in on Sunday afternoon around 3pm. Looked at vehicles and found one I liked. I was trading in my 2013 lexus rx350 for something smaller and better gas mileage. We sorted out the price for trade in and Camry purchase price. It all went smooth UNTIL THEN...I was going with the purchase and asked to come back in the morning to do paperwork because I had daughters softball game at 7pm. Sales associate said the manager did not wanna wait and it needed to be done that night. Frustrated I said ok. It took 2 hours to finish things up. AT NO TIME DURING THE PROCESS WAS I TOLD THAT I WOULD NOT BE RECEIVING A CHECK FOR THE DIFFERENCE IN THE TWO VEHICLES TILL AT 2 WEEKS LATER. I WAS INFORMED OF THIS TILL THE NEXT DAY! Once all paperwork was done we shook hands and I asked where was the check for the difference in price. Stated No that won't be for 2 or 3 weeks. I was not happy with that. I am sure that if I said hey I am taking your vehicle but you gotta wait three weeks for me to pay it would not have been acceptable. I called 2 days later and sent various emails without anyone replying or even acknowledging. So I returned to dealer Friday 5 DAYS AFTER the sale to discuss situation. Was blown off and told it was out of their hands...the money would arrive sometime and they would contact me.....GRRRR. I am not rich and part of the reason I down graded vehicles was to take care of money issues and bills, if I would have been notified how long it would take I would have went to car max and got cash and then purchased a vehicle. IT'S A BLATANT DISREGARD FOR CUSTOMERS AND THEIR NEEDS, BY THE TIME YOU FIND OUT THE WHOLE STORY IT IS TOO LATE TO DO ANYTHING. ONCE THEY HAD SOLD VEHICLE THEY JUST WASH THEIR HANDS OF THE SITUATION.....WON'T REPLY TO EMAILS OR VOICE MAILS. NEEDLESS TO SAY I WON'T BE BUYING ANYTHING FROM THERE.

Corby Dayhoff May 3, 2016

I wanted to get another Avalon lease (my 4th) and I specified my exact requirements and put my request out to bid through Edmunds. Jon at Autonation Toyota answered by email (and did not barge down my door with an immediate phone call.) His was easily the best bid and once I confirmed he had my vehicle in stock, I quickly committed to an appointment and the lease. Other bidders were quick to ask what the bid was so they could see if they could beat it. Frankly, if they were going to beat it, I expected them to play straight with me from the start. Jon gave me a better price than I asked for without playing any games. I wanted to spend as little time in the dealership as possible and Jon accommodated me. Due to life, I had to change my appointment time three times and each time Jon was accommodating and respectful. He did have only a few papers for me to fill out. I then sat with a finance person who only asked me about one option which I had on my prior lease and she was very good at explaining how it would affect my lease payments. No hard sell or surprises. Amy, the Internet Sales director introduced herself to me and made sure I was pleased with my lease experience. I walked in, dropped off my old lease and drove off in under an hour. Sweet! Throughout Jon was helpful, low key, pleasant and service oriented. He even offered for me to keep my old license plate. NOW: here's the coda. I surprised my wife with the new lease. She is the primary driver of the car hated the interior color scheme (chocolate brown, black and tan interior). So, I called Jon and asked what my options were. Jon in his unflappable manner said he would check into that with his managers and get back to me. In fifteen minutes, Amy called and reviewed what I could do and what was not possible. Again, she was very pleasant and helpful. About fifteen minutes later she called back with another option: the three parts that were chocolate brown might be recovered in an acceptable color by a custom leather shop they worked with. We are in the process of working through the details but that looks like it might be a viable option. All this on the last day of the month when they were scrambling to make end of month closings. Put me down as impressed. I had a great experience and actually drove past two other Toyota dealerships to get to theirs and I'm glad I did. I would recommend them in a flash. Five stars.

Djakarta Apr 30, 2016

***Long story*** the jist of this story is DONT BUY YOUR CAR HERE UNLESS you want to purchase a new vehicle and have it registered to some complete stranger (me) I got a license plate and registration for a new leased 2016 Toyota Corolla that I MYSELF did not purchase/lease. I don't have this type of vehicle. I PURCHASED a 2015 Toyota Camry XSE from Big Two Toyota back in December. This 2016 Toyota registration and plate should be registered to someone completely different (no one in my family or that I know has leased a vehicle ever) So with me buying from big two, naturally I think "it would be most reasonable that big two may have mixed up the paperwork on someone's car and put it all under my name instead of someone else's name" So I call Big Two, they tell me to talk to their MVD department so I do, and I talk to Carol, she tells me the plate didn't come from them (so this mistake was not their mess up) HOWEVER they have SUCH AMAZING CUSTOMER SERVICE that she personally does research for me to figure out who the plate came from and how to get the matter resolved. 15 minutes later I got a call from their Arizona MVD contact telling me that paperwork needs to be processed and I will get a call on the 18th to resolve the matter, again not caused by big two. Come to find out after doing a VIN search that the vehicle came from Autonation Toyota of Tempe. So I call them to get the issue resolved possibly a little quicker as again I don't know who should own this car but it's definitely not me (I HAVE NEVER GONE TO THIS DEALERSHIP BEFORE IN MY LIFE, never called never nothing so I have no clue who gave my info to them) I talk to their sales department, the guy has no clue what to do in this situation which is understandable, he transferred me to a manager who said that he doesn't have access to this info and he has no clue what to do. He gets me over to the finance department and they have the audacity to tell me to come down to their dealership to bring them the plate to POTENTIALLY get the matter resolved (no guarantee) which I refuse to do, I didn't create the issue and file paperwork under the wrong name. They told me to contact the MVD because there is no way for them to resolve the matter. Moral of the story, but your Toyota from Big Two Toyota Scion for amazing customer service. Only buy your car at Autonation Toyota of Tempe if you want to give someone else the legal ownership of your brand new car that YOU are paying for.

Tyler Burt Mar 10, 2016

Currently, I have zero Faith with Auto Nation Toyota Tempe. IE: the Lexus I purchased had an engine light come on within 24 hours. I immediately contacted the service department. After a brief conversation, It was suggested that the Total Toyota Protection Plan I purchased didn't cover the Lexus and was advised to take it to a Lexus Dealer. I then informed the service department, I was within my 3-day 150 mile return period and was now considering returning the car. The service department replied "I don't care what you do, we're not a Lexus Dealer, we might not be able to repair the car because it's a Lexus." I then proceeded to request an opportunity to speak to a manager to discuss my options. After approximately 30 minutes, I had asked the front desk "where I was on list to speak with the manager?" Their response, "I don't know... the Manager is with other important guests." Results, I left the keys and the 3-day 150 mile return policy with my fleet salesperson. I'm asking myself: Do I have any faith to proceed forward with the purchase of the Lexus or any other vehicle from Tempe Toyota Auto Nation? Follow Up: The General Manager currently hasn't been available to receive or respond to our adversity. However, a staff member suggested these options...Listen to our previous recorded phone calls for training purposes, allow the car to be repossessed by our lien holder so it could be auctioned, trade in the vehicle for a lesser value or repair the car. We opted to repair the car. That's when we we're notified that the extended "bumper to bumper" warranty we purchased had been "accidentally" inputted as a power train only warranty. That was corrected to an "Auto Nation Silver Warranty" along with raising our deductible from $100.00 per repair to $200.00 at any Auto Nation and $400.00 at any other repair facility. As for exercising our choice to cancel the warranty...zero response to our phone calls or email request. Summary: A couple of the staff members in sales, financing and the service department made an attempt to assist resolving our adversity. Some weren't available at all. IE: the General Manager. Additional Note: Beware of premium window tint charges...we had zero window tint. However, an unsolicited $299.00 premium window tint charge had been added to the contract offer.

John Heffron Feb 22, 2016

They provided me with the information that I needed over chat. Marshall Keller worked on getting me a good price over the phone the following day. Then my aunt and uncle provided me with the details of their deal. Marshall called me during the week to set up a time for me to come in. I told him that I wanted the next model up and about my aunt and uncle's deal. I told him who it was that they bought it from and said that I probably should be dealing with that salesman. Marshall wanted the spelling of my uncle's name and said that he would get the paperwork. When I came in that weekend, Marshall was no where to be found. The girls at the desk said that Marshall left on his bike. I thought that it was rude that Marshall had not called me to cancel the appt., but it was not a big deal. I asked to speak with Jason James, who my uncle told me to deal with, but he was busy, so Eli took over. Eli needed my uncle's number to look him up in their system. It did not pull up the 2015 Toyota Corolla LE Eco that he bought 6 months ago. It did pull up the Highlander that he bought 5 years ago. Very fishy. I needed to find documentation of the deal that my aunt and uncle got. I guess that it was just such a good deal that this dealership had to cover it up. I gave Eli my aunt's number and it did not come up. Marshall Keller told me that he would get the paperwork pulled up and he was not there. I gave Eli my aunt's husband's number and the records for the Corolla were somewhat found. It said (duplicate lead). Anything about the price that they paid for the car was gone. Eli seemed confused about what he was seeing in the computer system and excused himself to go speak to a manager. Eli then came back and told me that sometimes they purge their records. My aunt's brother (my uncle) just bought the car 6 months ago and the dealership purged the records when I specifically asked Marshall Keller to pull them up??? And then Marshall leaves for the day without telling me? Eli explained that they priced the cars to sell back in January, but things have changed now because of management. I asked when management changed and he said--a month ago. Eli took me for a test drive. He was nice, but didn't seem to know much about the car. He wasn't really telling me much of anything about it. My uncle got on the phone with Eli and sent him photos and a video of the paperwork with the price that he paid for the car. This dealership went into cover-up mode when I asked for the deal that my aunt and uncle got. When I left, I asked the girls at the front desk, again, as to what happened to Marshall Keller. They told me that he got to leave because he rode his motorcycle to work and they didn't want him to get caught up in the rain storm. It sprinkled a bit that evening, but I think these girls were covering for him. This dealership was not going to let me have the deal that my aunt and uncle got and they practically DELETED MY UNCLE'S RECORDS from their system. I was really in disbelief about all of this because I had read their amazing yelp reviews and was expecting a good experience. I will say that they didn't treat me poorly like the manager at the dealership in Chandler. You can go to their page to read what I wrote about Rusty. I will most likely buy a Honda because of these of these two bad experiences at Toyota dealerships. (I did buy a honda from Tempe Honda and it was such a great experience. I couldn't believe how smoothly everything went and I got a better deal than what my aunt and uncle got. I really had to have these 2 bad experiences at the 2 Toyota dealerships to truly appreciate my 5-star experience at Tempe Honda).

Dr. JordanBurgess StanfordMedSchool2004 Aug 1, 2015

Jordan Smith Aug 1, 2015

This started off quite good. I showed up, met a sales guy, he took me out in several different models (ranging from highlander to sequoia) to try to figure out what I needed for our growing family that includes dogs, and he sold me on a minivan. We went back a few days later, and sadly, discovered that it was his last day! He assured us that if they didn't have the trim we wanted, then they'd find it or order it. He left, we got a new sales guy who claimed to have found us the car that we wanted in the valley, and we negotiated for it, agreed, put down a deposit, and all was well. Less than an hour later, new guy calls us back and tells us no deal. The car is in Denver, and has a bunch of things wrong with it, etc. What was peculiar is when we talked to a different dealer, they came back with the same car (we verified the VIN), and they gave us a different story about it (was in the valley, but there were other issues with it). Draw your own conclusions. Anyway, then this new sales guy didn't call us for a week. When he finally called back, my husband was stewing about why this should take so long when original sales guy said they'd just order it if they couldn't find it. My husband ended up talking to a manager who promised to see what he could do. Another week goes by. Someone eventually calls back, and again, my husband had been stewing about why this could possibly take so long. We knew what we wanted, were ready to pay cash - easiest sale ever? Why the poor customer service? So when he finally was able to speak with the manager, he asked him what was up with the poor to non-existent customer service in the last two weeks, and the manager got very defensive about it. Perhaps we had bad luck with our sales people after our original guy left (he was promoted to manager at a different AutoNation dealership), but overall, Auto Nation disappointed me twice. One with the hope of that original car that we negotiated for, and again with not seeming to care about whether we buy a car from them or not. The manager guy basically told us to go elsewhere at the end of their conversation. They may be most convenient for me, but I won't be visiting them any more. Not even to service my current Toyota.

A. Trip Mar 4, 2015

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