Santa Cruz Toyota — Local services in Capitola

I was fully prepared to buy a car from Santa Cruz Toyota as I wanted to buy local. The experience started out well. John was my sales associate and really wonderful to work with. It felt like he had my best interest at heart, and I thought they were helping me locate a car that was harder to source. They warned me up front it would be hard to find the vehicle due to production issues and doing my own research I knew this to be true. I was willing to wait for the right car when the timing was right. I was patient, kind, but there were two non-negotiables I had in the car I wanted to purchase (only 2 for a 60k car). All other details didn't matter as long as I could get the car we needed for our family of four.

I'm not sure where things broke down but after a few weeks of working with John, Stephen told me they "potentially" found a car for me and that if I gave them the cash that day, they would let me know in 48 hours if the car was mine (they had to negotiate with the other dealer). 48 hours go by, then 72, so I end up calling them since I never heard. My check was cashed for the car, so I assumed it was mine! I call and talk to Bob who was so incredibly rude to me I hung up in tears. He said they didn't source the car and that "there was no record of me even getting this car". Huh? I said "well you cashed my check" so obviously someone there has a record. He literally yelled at me and said, "if you want your money back, we will STOP looking for you!" I had no idea you had to pay for a car upfront without actually having a car! Ridiculous. Honestly, them taking my money without a car wasn't even the biggest deal to me it was really how I was treated and talked to.

A few days before this exchange with Bob, Stephen was so awful to me while we signed the paperwork for this potential car. He insulted me, threatened me twice that he'd stop helping me if I wasn't flexible enough. I kept telling him I was flexible and I was happy to wait. He continued to be aggressive and rude. I have bought all my cars on my own up to this point, never needing my husband before but felt as though I may need backup. As a woman I was shocked at how rude I was treated and not taken seriously. I know it's a "mans" industry but I'm a paying customer just like everyone else. I do my research, I'm a professional, and come prepared.

After waiting 10 days, I got my money refunded. Along with apologies for the cashing my check, I was promised by the internet manager that they would keep looking for me and not shocking, I never heard from him again. I honestly don't know what I did to deserve this treatment. And to make things even stranger, I never heard from the original salesman John ever again either. We had a great relationship so not sure why.

After feeling so discouraged and disrespected, I started asking around for another call dealer referral. I called Seaside Toyota and within 2 WEEKS I had the car I had been looking for. Not only did they not make me hand over cash for the car while I waited for it to be shipped out, but they also only required 500.00 deposit which makes so much more sense. I was treated kindly, with respect and honestly had the best experience. They communicated with me every step of the way so didn't mind driving down to Monterey a few times. I even got to work with a female car associate! While asking around for a better dealer, I also heard tons of similar feedback from women in the SC community and their experiences here so clearly, I'm not alone. Do better SC...

Took my 2023 4Runner in for a low tire pressure warning. Of note— I took it in 4 weeks ago for the same problem and was told nothing was wrong with my tire. I needed a tire rotation which I received and paid for. I told Pablo, service writer, of the problem and informed him I had Toyota extra care which covers tire damage if damage was found. He initially had problems logging into the Toyota site on his computer and even attempted to use his coworker’s computer. The system was apparently down. He then stated I didn’t have coverage since the vehicle was purchased in Texas. He assumed I had a gulf stay plan. I assured him I most certainly did not and told him he would have to call. Per my service manager in Texas dealership, I provided him two numbers to call. He refused. I spoke with the service manager who said he would look up my service agreement. I never heard from him again. Pablo continued to refuse to call stating he already knew what to do and what number to call. I left the numbers on a sticky note to ensure he had the correct number. In light of the situation and the uncooperative attitude of Pablo, I informed him I was waiting for my vehicle in the waiting room and requested updates on the call to Toyota warranty and updates on the tire problem. I received a TEXT message stating what was found , the price to fix and check the box approve or no . They stated I needed 4 new tires and a front end alignment. Not a problem, but CALL and verify my service agreement , please! When the agreement is verified , it would pay for one tire ! It was also very questionable if I even needed new tires! My vehicle has 38,000 miles on it. There was no attempt to call me or even walk to the waiting room for a face to face discussion. No information if Pablo even called to verify my service agreement. I returned to the service desk and spoke with another “manager” who initially listened until he realized I was on hold with Toyota extra care to obtain the information needed myself. He curtly told me I could not do that. I told him I most definitely could and obtained the number from my service manager in Texas. He became very abrupt and rude stating I would just have to wait and motioned to the door. At this point, it became increasingly aware that this dealership has a lack of knowledge regarding service agreements and a problem with customer service. I returned to Pablo’s desk and asked for my vehicle. I was taking my business elsewhere! I was told it would be “a while”. I stood my ground and had to demand my vehicle. I saw my car in the bay with the tires removed! They already began the work and I did not approve anything! I called a halt to the work and my vehicle was delivered to me. While I was waiting for my tires to be put back on, the first manager appeared yelling in my face telling me to leave the area. I was NOT in the service bay. I told him I would leave when my vehicle was returned to me. I have never experienced such rudeness, lack of communication and bullying! They were completely attempting to “make” me buy tires when they already started the work and treated me like I was ignorant of my vehicle warranty and the service process. I will never...

Something has changed at SC Toyota! ☹️

After many years of great service this time the service was horrible. When I arrived at my scheduled time in the morning the checking guys were standing around chatting among themselves and never checked me in. After I walked into the service department to get things going they told me i would be helped by checking number and to return to my car. Cars arriving behind me had checking numbers but I did not so when the service guy walked out he told me he had to go by the numbers even though I was parked in front of every one else.

That afternoon I got a call from one of the dealers sales guys (Ryan) asking if I wanted to sell my car. He said they had customers looking for cars like mine and would be interested in buying my even though I was not in the market for another car. I was nearby when he called so I stopped by to see what they might offer me.

The appraiser that I met was a grump and said that Ryan never told him I wasn’t interested in buying a car. After wasting 30 minutes if my time the appraiser indicated that they weren’t really interested in my car and he made me a ridiculous offer.

By that time it was late afternoon and my service was promised to be finished by 6 pm I decided to wait for my car before heading into commute traffic home.

I waited until 6 pm and had received no call from the service department. When I called they said that all the service reps had gone home. When I pressed them they said that my service rep would be back within 15 minutes and that I should wait. I pressed a bit more on this and they suggested that it might be better for me not to wait but they said that my service rep would definitely call that evening. I never got a call until the next morning. That call was to tell me that they recommended another bunch of work be done on my call and that one of the items I had requested wasn’t completed because they didn’t have a part. I told them not to do anything more.

When I arrived to pick up my car they never reviewed the safety inspection that had been performed, which in the past they had always done and had often been very helpful. My service guy was on the phone when I arrived and he just handed my paperwork to the guy next to him and said let’s get Steve out of here. No review of the work or vehicle safety inspection. Just pay the money…

Horrible...