Santa Margarita Toyota — Local services in Rancho Santa Margarita

Many would agree that one of the most disheartening experiences as a consumer is being misled for someone else's gain. This tactic, regrettably, is not new, especially within the car sales industry. Historically, the stigma surrounding car salespeople stems from decades of questionable sales tactics aimed at drawing potential buyers into deals that aren't as they seem. It's a shame, as not all sales professionals engage in such dubious conduct, and those who do tarnish the reputation of the entire profession.

Now I drive a Tesla for my daily driver, however saw one of the new Prius Hybrids and saw they had a range of something like 500 miles (potentially ~150 mile range than my Tesla). Never owned a Toyota product so was very curious and motivated to pick up a new around town car to drive.

My recent experience with Santa Margarita Toyota serves as a poignant example of this age-old issue. I received a text message indicating the availability of a new Prius Prime. Excited, I called and was assured by a salesman--not more than 30 minutes before my arrival--that two models were available and encouraged to visit the dealership promptly. Despite the rain, I packed up my son and headed to the dealership, only to find upon my arrival that both vehicles had supposedly been sold that morning.

The attempt to address this misleading information with a manager only added insult to injury. Rather than acknowledging the clear miscommunication or attempting to rectify the situation, the manager chose to deflect and minimize the issue, even criticizing my choice of words in the heat of the moment, rather than addressing the root of my frustration.

This situation exemplifies the very deceit and lack of integrity that perpetuates the negative stereotypes associated with car salespeople. The misleading behavior of the salesperson and the subsequent dismissal by the dealership's management not only wasted my time but also showcased a profound disrespect for potential customers. Such actions beg the question: if a dealership is willing to mislead customers to get them onto their lot, what level of honesty and service can one expect moving forward?

In legal terms, this practice could be seen as a form of "bait and switch," a deceptive tactic where a seller advertises an attractive offer that is not genuinely available to consumers but uses it to 'bait' them into other purchases. While not accusing Santa Margarita Toyota of this specific legal infraction, the parallels in deceptive intent and the misuse of customer trust are glaringly apparent.

Wrapping things up, my experience at Santa Margarita Toyota was not just disappointing but deeply unsettling. It serves as a stark reminder of the importance of integrity in business dealings and the long way the car sales industry still has to go in eradicating deceptive practices. Potential customers deserve honesty, respect, and transparency, not manipulation and mockery. It is my hope that by sharing my story, others will be spared the frustration and disrespect I endured.

I recommend on Google reviews click "Lowest" and you will be presented with a concerning long list of people just like you, who had a horrible experience with this dealership. You work hard for your money, go to a dealership that has integrity. Good luck friend.

*UPDATE to above Review

Ephraim,

Your reply misses my main point. I was assured two Prius Primes were available right before I left. Yet, upon arrival, I'm told they sold that morning—a direct contradiction to your claim they sold during my short drive over. This discrepancy questions your dealership's honesty and highlights communication flaws or possible deceit.

Your focus on my "foul language" ignores the real issue: misleading practices by your sales team. My words expressed frustration, not insult. By dismissing this as a reason to end our business relationship, you're avoiding the larger problem of integrity.

Misleading customers harms trust and your reputation. My feedback was meant to address this, not to...

TLDR: Great dealership to work with, and I would use SM Toyota again in the future, despite being 100 miles away. Process to purchase was totally transparent, and staff encountered was excellent. No regrets whatsoever.

The LONG story:

This dealership was not even on our radar until I saw it was due to receive a vehicle we had been on the hunt for. Our exterior/interior color choices made this vehicle a unicorn of sorts, and at the time, no dealerships in CA had it in stock, and only two others (Las Vegas and SF Bay area) were due to receive one. I took a quick look at reviews (they were positive enough), so I decided to make a call to see if this incoming vehicle was spoken for and what it would take to reserve it if it was still available.

I ended up speaking with Griselda in sales who was able to confirm the incoming vehicle was not spoken for, and I was able to place a reservation on the car. This process was painless, and the car was held in my name in short order. A couple things to note: Griselda was an absolute pleasure to speak with in my initial contact (and all subsequent contacts), and she made a point that the price was already adjusted downward from sticker and there would be no dealer add-ons. The price that was advertised would be our price with no extra surprises. This was outstanding.

Our vehicle arrived in the Port, and it was immediately put on a hold. So, the wait was on. As a result of the wait, I routinely had contact with Griselda for status updates, and she was completely patient with my "nudges" for information. She made herself readily available for any questions/concerns, as did her sales manager, Aaron. He is just as great as Gris is.

After a few weeks, we were informed our vehicle was at the dealership (it arrived early morning after hours), and we drove down the same day to complete the sale. This ended up being as painless as promised, and we never felt we were being toyed with. In short, a price was named, it was honored, and there were no upsells.

I do have to note this dealership is not only beautiful, but there was a palpable difference in atmosphere compared to other dealerships we had gone to while shopping for a car. I can't exactly put my finger on it, but this was just a great place to shop at. Staff was pleasant, and we didn't feel like we needed a shower after dealing with everyone involved in buying our car. The same cannot be said about some of the other places we went to.

After meeting with Griselda and Aaron, we were on our way to see Otto in Financing. Again, no upsells...simply a presentation of different products to add (warrantee, maintenance plans, etc.). Although we did add a couple of items, we never felt pressured at all. Again, like in sales, I don't recall other car buying experiences being this pleasant.

So, at the end of the day, we had our car, and we are thoroughly pleased with how this all turned out. And, the best part is that we have no regrets whatsoever with the entire process. We were treated fairly in our view, and we couldn't have asked for more in buying a new vehicle.

Based upon our experience, I highly recommend this dealership, even if the drive there is a distance. I'd use them again in a heartbeat, and I've recommended them when the subject came up.

Thanks to Griselda, Aaron, Otto, and all the others behind the scenes. We're glad...

AMAZING SERVICE!!! Buy your car here and tell all your friends.

I had dealt with a few other dealerships and sales people before coming to RSM and the experience was exactly the typical “slippery play games” sales experience.

I called RSM and spoke with Griselda. I let her know our situation, as I did with the other guys, and reinforced that I don’t have time to waste, like the other guys have.

She listened and said she was going to talk to her Director and call me back. She called me back with what they were willing to do. She even sent over a pricing link that showed the exact breakdown of the cost of the car so I could see for myself. There were not any junk fees listed. Just car prices, taxes and registration fees.

The car was already listed as a great deal on Carfax so was happy to hear that they were able to help us out a little more. She explained their dealership was different than most because they were family owned, sales people are not commission based and they are Christian based. They focus on serving vs sales.

We agreed on the price and I came in the next day, test drove and purchased the car on the spot.

But while I was there, the energy felt different. The sales people were super happy and nice, as though they wanted you to feel welcomed. Griselda was super nice and she even shared during our conversation how she liked working there because she felt like she created better connections and relationships with her clients. It really felt like helping make a difference in people’s lives and making this experience a happy positive one is what was important to her. As I was walking around to check out the car, I noticed some discoloration on the plastic panel by the window and she said on the spot, oh we can have that fixed while we are completing the paperwork….and they did!

We completed the paper work for the price we agreed on, no bait and switch on pricing. I met with financing and they were super nice. They offered the extended warranty options. I said no thank you and that was that. They explained all the papers very simple to understand. It was a simple, smooth, easy and happy experience.

And I drove away in a new car for our daughter. I was so happy and relieved to feel like we got a great deal, dealt with honest transparent people and bought the make and model that will help our daughter feel safe.

Thank you so much everyone at Rancho Santa Margarita Toyota!!!! You...