Reviews
I'm looking for advice from anyone who has dealt with a Toyota warranty denial. I own a 2025 Toyota Sequoia that is still under warranty. I first brought it to Mountain States Toyota because the power liftgate would only partially open, beep repeatedly, and would not open or close correctly using the buttons. I also noticed the right side of the liftgate was not sitting flush. The dealership confirmed in writing that the liftgate was misaligned, would not operate correctly, and that there was a significant gap on the right side. Their inspection notes also state they found no signs of previous repairs or accident damage and even checked the Carfax, which showed no reported accidents. Before the issue was repaired, the liftgate strut/arm snapped. The dealership is now denying warranty coverage, claiming the damage was caused by an "outside force." I don't understand how that conclusion was reached when the exact problem was documented before the strut failed. To make sure I wasn't missing something, I had the vehicle inspected by an independent auto body shop. They provided a written statement saying they found no evidence of accident damage or any outside-force damage and that the failure appears to be mechanical. I also have photos of the vehicle before it went to the dealership and after it left, showing new damage that wasn't there beforehand. I've contacted Toyota Customer Care, but they told me the dealership makes the warranty determination. At this point I'm trying to understand how a documented liftgate malfunction on a vehicle still under warranty became an "outside force" claim despite the dealership's original inspection and an independent body shop's findings. Has anyone experienced something similar or had success getting a dealership or Toyota to reconsider a warranty denial? Any advice would be appreciated.
I'm looking for advice from anyone who has dealt with a Toyota warranty denial. I own a 2025 Toyota Sequoia that is still under warranty. I first brought it to Mountain States Toyota because the power liftgate would only partially open, beep repeatedly, and would not open or close correctly using the buttons. I also noticed the right side of the liftgate was not sitting flush. The dealership confirmed in writing that the liftgate was misaligned, would not operate correctly, and that there was a significant gap on the right side. Their inspection notes also state they found no signs of previous repairs or accident damage and even checked the Carfax, which showed no reported accidents. Before the issue was repaired, the liftgate strut/arm snapped. The dealership is now denying warranty coverage, claiming the damage was caused by an "outside force." I don't understand how that conclusion was reached when the exact problem was documented before the strut failed. To make sure I wasn't missing something, I had the vehicle inspected by an independent auto body shop. They provided a written statement saying they found no evidence of accident damage or any outside-force damage and that the failure appears to be mechanical. I also have photos of the vehicle before it went to the dealership and after it left, showing new damage that wasn't there beforehand. I've contacted Toyota Customer Care, but they told me the dealership makes the warranty determination. At this point I'm trying to understand how a documented liftgate malfunction on a vehicle still under warranty became an "outside force" claim despite the dealership's original inspection and an independent body shop's findings. Has anyone experienced something similar or had success getting a dealership or Toyota to reconsider a warranty denial? Any advice would be appreciated.
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- Overall experience
- 1.0
- Does not recommend this dealer
- Came in for service or repair
Just purchased a RAV4 hybrid plugin. Jim Gallegos was our sales person. Kept us up to date and helped with our decision making. Overall, a very positive experience.
Just purchased a RAV4 hybrid plugin. Jim Gallegos was our sales person. Kept us up to date and helped with our decision making. Overall, a very positive experience.
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- 5.0
- Does recommend this dealer
- Shopped for a new car
- Did make a purchase
Margaret, thank you for your wonderful review! We're thrilled to hear that Jim Gallegos provided you with reliable support and kept you updated throughout your decision-making process. Your positive experience is what we strive for, and we look forward to serving you again in the future!
Our sales person, Ari, was terrific- quick to get our RAV4 purchase completed as well as getting our dealer add- ons done well and fast! Thank you ARI!! Loved no dealer handling fee also. :)
Our sales person, Ari, was terrific- quick to get our RAV4 purchase completed as well as getting our dealer add- ons done well and fast! Thank you ARI!! Loved no dealer handling fee also. :)
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- 5.0
- Does recommend this dealer
- Shopped for a new car
Thank you, Mike, for your wonderful review! We're thrilled to hear that Ari provided you with quick and reliable service during your RAV4 purchase and that you appreciated our customer-centric approach with no dealer handling fee. We look forward to supporting you again in the future!
I have a great car buying experience with Steve. We were able to find the car that we wanted. Thank you again.
I have a great car buying experience with Steve. We were able to find the car that we wanted. Thank you again.
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- 5.0
- Does recommend this dealer
- Shopped for a used car
- Did make a purchase
Thank you, Tim, for your wonderful review! We're thrilled to hear you had a great car buying experience with Steve and found the car you wanted. Your feedback means a lot to us and reinforces our commitment to providing reliable and customer-centric service.
Paul was amazing to work with and we appreciated his willingness to help us the best he could! We are so happy with our new car and could not have had a better person helping us out.
Paul was amazing to work with and we appreciated his willingness to help us the best he could! We are so happy with our new car and could not have had a better person helping us out.
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- 5.0
- Does recommend this dealer
- Shopped for a new car
- Did make a purchase
Thank you, Joshua, for your wonderful review! We're thrilled to hear that Paul provided you with amazing support and that you're so happy with your new car. Your satisfaction is our priority, and we appreciate your trust in our customer-centric service.
Tyler Donnellan and the other sales staff were knowledgeable and provided great customer service. This was my 3rd purchase from Mountain States Toyota and I will shop with them for my future vehicles needs.
Tyler Donnellan and the other sales staff were knowledgeable and provided great customer service. This was my 3rd purchase from Mountain States Toyota and I will shop with them for my future vehicles needs.
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- 5.0
- Does recommend this dealer
- Shopped for a new car
Thank you, Steve, for your wonderful review! We're thrilled to hear that Tyler and our sales staff provided you with knowledgeable and great customer service during your third purchase. Your trust in us for your future vehicle needs means a lot, and we look forward to supporting you again!
Went to the dealership to buy a car. I liked that the details of the price was clearly listed. When I got there I was assigned Jess Holleran as the sales agent. She had me drive a couple of cars that I was interested in and helped me narrow the decision to one car. From that point on, she was intent on getting me through the purchase process. She kept me well informed as to where my paperwork was and who was next to review it. She provided me an approximate time to finish (which was very appreciated). Finally, when the deal was done, she walked me through the features of the new car. A great experience, probably the best I have ever had. I highly recommend Mountain States to anyone looking for a new car.
Went to the dealership to buy a car. I liked that the details of the price was clearly listed. When I got there I was assigned Jess Holleran as the sales agent. She had me drive a couple of cars that I was interested in and helped me narrow the decision to one car. From that point on, she was intent on getting me through the purchase process. She kept me well informed as to where my paperwork was and who was next to review it. She provided me an approximate time to finish (which was very appreciated). Finally, when the deal was done, she walked me through the features of the new car. A great experience, probably the best I have ever had. I highly recommend Mountain States to anyone looking for a new car.
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- 5.0
- Does recommend this dealer
- Shopped for a new car
- Did make a purchase
Thank you, John, for your wonderful review! We're thrilled to hear that you had a great experience with Jess and appreciated our customer-centric approach, clear pricing, and reliable service. We look forward to welcoming you back for any future needs!
The dealer/salesman couldn’t even call to return my old license plate off my trade-in even after I called and asked them for it back.
The dealer/salesman couldn’t even call to return my old license plate off my trade-in even after I called and asked them for it back.
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- 3.0
- Does recommend this dealer
- Shopped for a new car
I am very sorry to hear about this. I do not know why our Sales Associate did not return your calls for a simple request. I thank you for your feedback as I am going to address this concern with our entire Sales Staff to illustrate what poor communication does for a customer’s experience. If you would like to discuss this with me personally, I can be reached at (303)302-8888. – Sean Kramer – General Manager
Purchased a new RAV4. We had a great experience with Matt West. Professional. Available for questions
Purchased a new RAV4. We had a great experience with Matt West. Professional. Available for questions
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- 5.0
- Does recommend this dealer
- Shopped for a new car
- Did make a purchase
Thank you, Barbara, for your wonderful review! We're thrilled to hear you had a great experience with Matt West and found him professional and available for questions. Your feedback reflects our commitment to customer-centric service and reliability, and we look forward to supporting you in the future!
Hunter is an amazing salesman, the entire service department are wonderful, everyone made my experience exceptional. 10 out of 10
Hunter is an amazing salesman, the entire service department are wonderful, everyone made my experience exceptional. 10 out of 10
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- 5.0
- Does recommend this dealer
- Shopped for a new car
Limbackd, thank you for your wonderful review! We're thrilled to hear that Hunter and our entire service department made your experience exceptional. Your feedback inspires us to continue providing reliable and customer-centric support, and we look forward to serving you again!