Let this be one of the most passionately dissatisfied reviews I’ll ever write. I am a working man of humble means, and had been coming to Marina del... Rey Toyota for routine service since I bought a set of tires from them back in April '19. I negotiated tire rotations to be included with my tires, as I had done with my last set of tires purchased at Northridge Toyota. I drive a lot, and I am near the Marina a lot, so I thought it would be wise to for me to buy my new tires at a Toyota dealership closest to the region I frequent most. Since April '19, I had visited Marina Toyota several times for either just a tire rotation, or rotation as well as oil change. I bought a new Toyota from Northridge Toyota in August, and visited Marina Toyota again in October. In October 2019 I learned that the rep that had been helping me out at Marina Toyota ever since I bought my last set of tires had transferred to a different location. In October I explained to my new rep that I was no longer eligible for my free tire rotations because I had a new Toyota, but hoped to continue getting service at Marina Toyota. On that day, I was charged $19.95 for my tire rotation (receipt attached). Less than a month later, on 11/19/19, I returned to Marina Toyota for another tire rotation, but I was also due for an oil change. I was checked in by my new rep, and I requested my standard oil change and tire rotation—as I did on 5/20/19 and 6/21/19. After I told the rep what I needed, he replied with “OK, minor service—no problem.” I then said to him, “No, I only need a tire rotation and oil change,” to which he replied, “yes, that’s called a minor service.” I then reply, “Ok, oil change and tire rotation. Thank you.” The rep hands me my yellow slip, and I waited in the waiting room. When the rep calls me up to let me know they were done, I was then handed a bill for $140.06. I asked the rep why I was being charged so much, and he said that is what a “minor service” cost. I was really confused, and asked for clarification, to which the rep then started to explain that synthetic oil was used, and the tire rotation was $30. I was shocked at the tire rotation price, and told him that I had never been charged $30 for a tire rotation, and I had even forgot to mention that I was charged $19.95 at that very location just a month prior. At that point, I just paid the bill to get my car back, so I could get back to work. It was later that night that I went home to look at my past receipts, and saw how I had basically been robbed by Marina Toyota for over $40 on “minor services” to my Prius that I had never requested—and came with pricing that was inconsistent with my previous visits. I called Marina Toyota two days later and spoke with my rep about what my past receipts clarified to myself. The rep could not seem to understand why I felt Marina Toyota owed me a credit, so I then asked to speak to his supervisor. I was then passed to a woman who seemed to be referring to my purchase history with their dealership, who said things like “well it sounds like you were undercharged in the past,” as well as “well, our prices went up,” to which I replied, “in less than month with no notice?” to which she replied “we have the right to do that.” The rep’s supervisor paid no mind to my repeat business, my clear intentions to return frequently, or the receipts and past pricing I was referring to. In the end the call was dropped, but I did not call back as I did not imagine another call being effective. I was flabbergasted at how blatantly I was ripped off, and how shamefully dismissive the rep, as well as the Service department supervisor were to me. I got in touch with the dealership and asked for contact information of the general manager. I was give the name of General Manger Steven Hurst (email@example.com) at extension 1200. 4 emails w receipts; 5 calls to the GM--NO REPLY
David "Don’t believe them. Lairs misleading use a different dealers" Spoke to the internet sales manager. I had multiple phone calls and emails regarding... a 2019 XLE Prius 2019 at 0 down $325 with leather seats. Drove 1 hour and a 30min down the 405 freeway to this horrible dealership. I get here and they say we can’t do that. They made me wait and hour then said they didn’t have any 2019 Prius In stock. They try to get customers in the door and sell them. Horrible business.
Had to get my car serviced urgently when the "low oil pressure" warning light went off. I had plans to attend a party some distance away the next day.... Too far to take a chance. Called David Jobb who said he'd accommodate me first thing in the morning so that I'd be first in line. My car is 2007. I can always trust David to tell me what's best for my car!
David was friendly helpful and not pushy which was appreciated. Quick service with a smile
I was greeted immediately when I arrived. Jack who was knew was my service rep. Used Fish for many many tears biut no longer works there. He was so wonderful... explaining everything to me. Lloyd drove me home and brought me back the next day. Also wonderful. All in all service was great and would never think of bringing my car anywhere else.
Marina del Rey Toyota Rules! Fast service, and my car came back washed! Also, Carlos is the best mechanic ever! All the service folks are great, too!
The people at this dealership where very customer oriented and I appreciate the effort
All the staff is professional and friendly, if I buy a car again definitely will be in Marina del Rey
I needed to replace something without which my car would not operate. This was easily the best experience (including both service and advice) I have ever... had at a dealership. Juan Aviche, the Assistant Service Manager, was terrific.
It was an altogether satisfying experience. My advisor Juan was truly helpful. Because there were things that had to be fixed on my car Juan made an effort... to explain everything to me. The only negative was when I went to pick up my car the girls behind the desk ( who I guess are harried) couldn't find my paperwork. And they indicated I would have to wait. I told them them I was informed the car was ready. I went to Juan who came with me to the desk and the paperwork was there. And the young woman looked up and said, 'Oh, sorry." Juan's concern more than made up for the lack of concern of the people behind the desk. Customer service is everything.