Envision Toyota of West Covina | Sales Showroom — Attraction in West Covina

LONG WAITS, WRONG VIN# on contract, Intentional Unauthorized writing on checks, trying to pass BLEMISHED car as new: I went to Penske to buy a car for my parents on June 30 at 2:00pm after telling Daniel Rocha, their Costco auto rep for the dealership, that I would be in on Thurs afternoon. I arrive and Daniel Rocha is busy with another customer so I am assisted by Daniel Martinez. Nice enough guy. No real haggling as I agreed to the Costco price but they didn't have the car I wanted in stock. I was headed out to another dealership but was approached by Elaine, another rep, and asked if I would wait to give her a chance to see if she could acquire the car in the color I wanted. After 30 minutes, she was actually able to find 2 and by 3:30pm I agreed to buy the car if they could get it there ASAP. I was told by Daniel that it would take less than an hour to acquire the car so I agree to buy it. I leave the dealership, telling Daniel that I would be back within the hour-before he gets back with the car so the timing is right and I'm not sitting around all day in the dealership and I can go pick up my father. As promised, I return at 4:10pm and Daniel still hasn't left to go pick up the car. I find out that he was instructed by Elaine to NOT to leave until I returned. Okay, so Elaine wasted some of my time. Daniel finally leaves to go pick up the car and contrary to his previous estimate, it's over 2 hours later, and I decide to leave. At this point, its 4 hours in and Penske still hasn't been able to show me the car I intended to buy. As I begin to leave, Daniel shows. The finance manager tells me that there were 2 people ahead of me...which I am okay with as long as I am informed from the beginning. Why not tell me when I arrived that they were too busy to help me and that I should come back 4 hours later? POOR customer service.

I decide that I waited for over 4 hours at that point, why not just do the finance paperwork now that they are ready for me. BIG MISTAKE. I am taken into the finance manager's office where he draws up the paperwork and has my father sign at the appropriate places. Luckily, I am the type to read the details and notice that this finance manager tried to get my father to sign paperwork for the wrong vehicle, a totally different VIN#! BAIT and SWITCH much Penske? I guess you do because this finance manager never apologized and simply typed up new paperwork brushing it off as no big deal. Since when does having the wrong VIN# on a contract not become a big deal? After that incident, I am even more cautious with this dealership. The rest of the paperwork is done without a hitch...and I think I am going to drive home in a new car. WRONG.

At the final walk around, I notice a blemish on the rear left side of the car near the lower paneling. The shady finance manager says it's not a big deal and that it's just a paint job and a quick service order can fix it. I'm buying a NEW car, not a need-to-be-serviced and painted on day 1 car. So I decide to cancel. It’s now past 7:00pm. As we head back in to do the cancellation paperwork, I am informed that my check cannot be returned to me as it was already put in their safe. So they held my check hostage for a day. I am told, not asked, to return next morning to retrieve my check.

I return the next morning, it is now hour 19 since I first walked into the dealership. No one knows who I am and my check is not ready for me. No surprises here…more waiting. Finally 9:35am and I get my check. WAIT, someone that is NOT me has written on it! Penske has no rights to the check and has no business writing on my check as soon as I say I am cancelling the deal. The Penske rep tries to blow off this intentional and unauthorized writing on a check that does not belong to them by saying, "What's the problem? You got your check back." The problem is that I don't go around writing on your checks without permission intentionally as that may be...

After placing an order for a Camry Hybrid SE that was supposedly in transit and putting down a LARGE down payment, I was left waiting for THREE MONTHS with little to no communication or updates from the dealership or my car sales representative. I had to personally contact him over the months to receive any sort of information about the vehicle. Every time I reached out for an update, I was met with vague responses and empty promises - including reassurances that the car would arrive soon and discounts on the car because of delays. I even visited the dealership in person to check on the status of the vehicle, only to be told that I received an excellent price and that there was nothing they could do until the vehicle arrived.

Then, just when I thought the wait was nearly over because the vehicle had arrived on the rails, the bombshell dropped. My car sales representative informed me that the vehicle I had been patiently waiting for (for 3 months) was damaged and unavailable. He informed me that his manager “got an email from Toyota that the vehicle has damage and it won’t arrive.” I asked to see this email THREE times, only to be met with silence. He or the dealership did not offer me another vehicle or ANY sort of compensation, but insisted on canceling our deal and a refund. The level of incompetence and disregard for customer satisfaction is beyond comprehension.

To add insult to injury, throughout the ordeal, my sales representative repeatedly tried to upsell me on more expensive cars (THREE TIMES), insinuating that the deal I had initially secured was too good to be true. It's clear that their primary concern was squeezing as much money out of me as possible, regardless of my needs or preferences.

To make things right, I had to personally go into the dealership and demand to speak to a sales manager. After some pushing, I was finally shown an email indicating that the car I purchased had indeed been damaged and was no longer available. Again, there was no offer of compensation until I demanded that a vehicle of the same trim would be reserved for me. Lo and behold, there was suddenly a vehicle available, which they could reserve for me.

To the credit of the manager, he did provide me a small discount due to the LONG 3 month wait, inconvenience, and lack of communication. He was even able to provide a lower interest rate than previously agreed on. He honored the original price and made the appropriate changes - he also reserved the vehicle for me in their system. The vehicle was set to arrive in 3-4 weeks, adding ANOTHER MONTH of waiting.

I was almost pleased with the whole ordeal and thought they had made up for their awful customer service; HOWEVER, despite lowering the cost of the vehicle and a lower interest rate, I was curious why my monthly payments would be HIGHER than what I originally agreed on. After looking over the numbers, I noticed that someone (I don’t know who) at the dealership had changed the price of the extended warranty I had originally purchased and agreed on. The price listed for the warranty was $995 more than what I agreed on previously. The look on the manager’s face was almost comical when I brought this up to him - he knew that I knew; he immediately changed the price of the warranty back to our original agreement. Only then, did the numbers add up correctly.

The new vehicle did arrive on time, and I was immediately notified when it landed. I was able to pick it up the same day and it is in excellent condition; however, I cannot express how unsatisfied I am with this whole experience. Overall, I had to wait FOUR MONTHS for my vehicle. My sales rep and the dealership displayed a lack of integrity and professionalism. I urge anyone considering doing business with this dealership to steer clear. Save yourself the headache and find a reputable establishment that values and communicates with...

I had the absolutely worst experience at Envision Toyota of West Covina. I waited until all the issues have been resolved, which took almost 7 months, before writing this review.

I purchased my Toyota in January 2025 from Envision Toyota of West Covina. From the very beginning, they tried to upsell me on the car warranties, as any dealership would do, so I don’t fault them for this. I did purchase a couple of options, but the process was so quick that I didn’t realize the warranties were through a third party (Zurich) and decided soon thereafter to cancel these policies and purchase a certified Toyota car warranty at Longo Toyota. Eduardo Reyes, Sal Gonzalez, and Edgar Temores at Envision Toyota of West Covina made the process extremely difficult to cancel the policies, did not provide any communication, and failed to make this buying process a positive experience at this dealership. I had to call the national customer service line before this issue was resolved. On top of that, I was told by Longo Toyota that you should NEVER get a third party warranty because they end up covering very little of what they say they will AND make it very difficult to receive any coverage from them in the first place.

Then another issue occurred later when I should have received DMV documentation for my car. After receiving no resolution from staff at Envision Toyota of West Covina, I called the national customer service line (again!). Before I get into the documentation issue, the national agent told me that what the dealership had told me about needing to have a minimum amount of financing to finance the car, which Eduardo Reyes told me at the time of purchase, was untrue and she’s never heard this before from anyone at any dealership.

Now back to the documentation - after customer service told me there may have been some illegal handling of said document by Envision Toyota of West Covina, I threatened legal action when I spoke to General Manager Ted Atanus and Sales Manager Sam Darwich in person at the dealership. Sam provided some assistance but then passed me off to Tina Fierro who communicates with the DMV. Thankfully, there was no illegal handling of the documentation and it was a DMV glitch that took me two business days to correct and two lost days of work hours to handle with the DMV. Tina is the only person at this dealership who provided consistent and reliable communication to handle the situation. It still took much longer than necessary to receive the documentation but I was able to finally receive it at the end of July 2025.

If you want to purchase a car from people that truly feel like sleazy car salesmen you hear about in the movies that try to take advantage of you and ignore you when you have questions or call them out for their lies/mishandling of the car sale, this is the dealership to go to! If you want to go to a dealership with people that treat you like a human and actually feel like they care about you, drive just a little further to Longo Toyota. Envision Toyota of West Covina is a joke and the whole experience felt like they are a fraud of a company. Save your money, time, and energy and go...