Toyota of Hollywood

I am writing to formally file a complaint regarding the unprofessional and deeply concerning treatment I received at one of your dealership locations. I visited the store around 7:00 PM with the clear intention of purchasing a vehicle. I was accompanied by my child, and from the moment I entered, I was met with unwarranted hostility and dismissiveness from both the manager, Randel, and the sales representative, Eric. Eric acted as though helping me was an inconvenience, showing clear reluctance to begin the paperwork. As I sat with my child, who was quietly playing a game, Randel approached me in an aggressive manner and demanded, “What’s the problem?”—a question that confused me, as there had been no issue on my end. He falsely claimed that I had asked for a manager, which I had not. When I calmly responded that I was simply ready to proceed with the paperwork, he raised his voice and began speaking to me in a confrontational tone, trying to escalate a situation that did not exist. To my shock, Randel then told Eric not to assist me and instructed me to come back the next day—essentially refusing to service me. It was very apparent that their behavior stemmed from not wanting to assist a customer so close to closing time. What’s most troubling is that I believe I was racially profiled during this interaction. The level of hostility, condescension, and eagerness to dismiss me felt personal and discriminatory. As a paying customer who came in to make a purchase, I expected basic respect and professionalism. Instead, I left feeling humiliated and disrespected in front of my child. This experience has left a lasting negative impression and is not in line with the values Toyota claims to uphold. I respectfully request that this matter be investigated and handled appropriately. No customer should be treated this way—especially when they are ready to do business.

Poor customer service and attention to specific customer request. Long wait times and services not performed as requested. Complimentary car wash a disaster.

Had my hybrid battery replaced for $4k. I think they did a fine job but they didn't tell me that my car would fail a smog check until the car had been driven a certain amount of miles and completed a few internal system checks/milestones. I asked that they cover the cost of the smog check re-test ($43.00) and they completely ignored me. Would never call me back. They offered to give me store credits, but I plan on selling my Prius so that means nothing to me. The service rep even said, yeah I should have told you. Poor form Toyota of Hollywood. Sad and underwhelming customer service. They are always more than happy to take your money, but aren't willing to be fair to their customers. I will never recommend this location to anybody.

Had my hybrid battery replaced for $4k. I think they did a fine job but they didn't tell me that my car would fail a smog check until the car had been driven a certain amount of miles and completed a few internal system checks/milestones. I asked that they cover the cost of the smog check re-test ($43.00) and they completely ignored me. Would never call me back. They offered to give me store credits, but I plan on selling my Prius so that means nothing to me. The service rep even said, yeah I should have told you. Poor form Toyota of Hollywood. Sad and underwhelming customer service. They are always more than happy to take your money, but aren't willing to be fair to their customers. I will never recommend this location to anybody.

Very confusing process to get your car service. Nobody inside wants to take your case.

I recently purchased a car through Toyota of Hollywood and was taking care by a gentlemen named Ellis. I had been looking for a car for quite some time, and was hoping to find something close to my budget. Most dealerships were trying to up sale the cars they had (both new and used). Thankfully when I called in and spoke to Ellis, not only was he trying really hard to help me out through this journey, but was paying close attention to my needs and really worked with me to get a great car and a wonderful deal that I couldn't pass when comparing to other dealerships who were trying to sell me the basic version of the car I purchased from them. Ellis was extremely profession and and down to earth. He went so much out of his way to help me out, that he decided to stay an extra 2:30hr after closing time to wait for me in order to get the car, not to mention doing all the E-signatures to speed top the process. I would highly recommend this place and definitely speak to Ellis, he in a wonderful sales person to work with and really tries to help you the best he can. He is by far the best service I have ever received while perching a car, or probably in general. GREAT JOB ELLIS :)

Lastimosamente son racistas en este dealer, me dijeron "pareces haitiano por qué sacas mucha cuenta" acaso uds iban a pagar mi crédito? Obvio tengo que sacar cuentas cuando me dices que me vas a ofrecer más dinero por mi vehículo y luego veo que lo que me estabas ofreciendo demás se lo aumentaste al tuyo vendiendo una Toyota Cross en 35-36 mil dólares ojalá de verdad llegue alguien que los ponga fuera de circulación y los ponga a vender como es. TOYOTA OF HOLLYWOOD SON UNOS RACISTAS

Avoid this Toyota at ALL costs. Their service department has the WORST customer service and has no qualms about humiliating women. Taking your car to get serviced should not entail being talked down upon, and made to feel humiliated. This review is directed specifically towards one individual that I will not name, but let’s just say they should not be working in a customer service position. If you want to feel humiliated and angry, by all means take your car to Toyota of Hollywood. If you would rather not risk your blood pressure, I recommend going to literally ANY other Toyota in LA. To that specific individual, shame on you. I feel sorry for the women in your life, and hope that one day you can grow as a person and be more understanding and compassionate. We are all human, and we all deserve, at a minimum, to be treated with respect.

PUBLIC SERVICE ANNOUNCEMENT - THESE GUYS ARE BLATANT LIARS. Here’s my story. They currently have a Porsche 911 on their lot at a decent price. I should have known the car has a story, as they apparently have a Porsche dealership in network, but it looked pretty decent in the low res pictures. I live in the SF Bay Area, so I asked a battery of questions about the car. I ask for many more pictures of specific areas of the car, and Ali sends me a video, but lags on actual pictures. Instead of fulfilling my requests, he just tells me how perfect the car looks. He says it looks “brand new.” So I book a flight to come down and pick it up. When I get there, David, who seems like a genuinely nice guy, takes me out to the car, and it took me 8 seconds to realize that the paint on both bumpers does not match. It’s not a little off. It’s way off. And the quality of the paint job is horrendous. They masked off the plastic parts rather than removing them, so there is paint all over them, there is paint shop material under the clearcoat, and there is a big paint drip on the rear bumper. There is also a very noticeable dent on the rear bumper. It’s a Frankenstein car. THIS IS AFTER EVERY QUESTION I HAD ASKED THAT WOULD INDICATE THAT I WOULD CARE ABOUT THE CONDITION OF THE PAINT. They had every opportunity to tell me the car looks like this, and instead they lied to me and told me it was perfect. So I book my flight home (now I’m down $400), and ask David if they would like to split the cost of my worthless travel. He takes me into the finance manager named Jonathan, and we talked for a bit about the situation. Apparently the dealership had gotten the front bumper painted, so he says. He didn’t say anything about the rear bumper but clearly the rear bumper was painted by the same crappy paint shop as the front bumper. So I ask him if he wants to split the cost of my travel, and he says he’ll send me a check the next day for the full price. I think, “Hey these guys are alright.” Well, it’s been a week and no check. I texted David, and no response. So here’s the summary - THESE GUYS ARE 100% BLATANT LIARS. Do not believe one single word that they tell you. Better yet, find another place to buy a car.

PUBLIC SERVICE ANNOUNCEMENT - THESE GUYS ARE BLATANT LIARS. Here’s my story. They currently have a Porsche 911 on their lot at a decent price. I should have known the car has a story, as they apparently have a Porsche dealership in network, but it looked pretty decent in the low res pictures. I live in the SF Bay Area, so I asked a battery of questions about the car. I ask for many more pictures of specific areas of the car, and Ali sends me a video, but lags on actual pictures. Instead of fulfilling my requests, he just tells me how perfect the car looks. He says it looks “brand new.” So I book a flight to come down and pick it up. When I get there, David, who seems like a genuinely nice guy, takes me out to the car, and it took me 8 seconds to realize that the paint on both bumpers does not match. It’s not a little off. It’s way off. And the quality of the paint job is horrendous. They masked off the plastic parts rather than removing them, so there is paint all over them, there is paint shop material under the clearcoat, and there is a big paint drip on the rear bumper. There is also a very noticeable dent on the rear bumper. It’s a Frankenstein car. THIS IS AFTER EVERY QUESTION I HAD ASKED THAT WOULD INDICATE THAT I WOULD CARE ABOUT THE CONDITION OF THE PAINT. They had every opportunity to tell me the car looks like this, and instead they lied to me and told me it was perfect. So I book my flight home (now I’m down $400), and ask David if they would like to split the cost of my worthless travel. He takes me into the finance manager named Jonathan, and we talked for a bit about the situation. Apparently the dealership had gotten the front bumper painted, so he says. He didn’t say anything about the rear bumper but clearly the rear bumper was painted by the same crappy paint shop as the front bumper. So I ask him if he wants to split the cost of my travel, and he says he’ll send me a check the next day for the full price. I think, “Hey these guys are alright.” Well, it’s been a week and no check. I texted David, and no response. So here’s the summary - THESE GUYS ARE 100% BLATANT LIARS. Do not believe one single word that they tell you. Better yet, find another place to buy a car.