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September 2024 by Janice Huang
This review is for Dong in the service department. Brought my car in and he was efficient and got me in and out in no time. I highly recommend Dong as you can tell he is all about his customers and takes the time to listen to my concerns. You're the best!
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September 2024 by Angelica Vila
Wonderful, welcoming staff who were empathetic and helpful while I was making one of the most stressful decisions of my life. I fully recommend them to anyone looking to purchase a vehicle. Special shoutout to Emilio, Alain, and Isaac for being awesome today.
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September 2024 by Hatice Yılmaz
Excellent Musa communicated with us very well, he was very professional, he does his job great, he explains every detail, I'm glad we came here and took care of us, we leave happily, thank you ?? ?
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September 2024 by Paméla Auclair-Briand
I've had many unpleasant experiences with dealerships (slow service and almost a crooked ambiance), but our experience at San Bruno Victory Toyota was quick amicable and transparent (I knew what was going on at all time). Thanks to Sam in Sales, Isaac in management and Kevin in Finance.
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August 2024 by Effie Casella
Don't go there to sell your car, it's a waste of time. They provided an online offer that was very favorable to entice you to drive down there, they bait and switch and offer substantially less than the value of the car claim some absurd "refurbishment fee" which they claimed was a $2600 car wash. Stay away and save yourself the time and headache.
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August 2024 by Ian Ferguson
Went in to look at a used tundra. Sales staff was nice at first but the management was clearly more interested in extracting every penny out of their customers via high interest rate quotes and dealer add ons like a $2500 “gps” device. It felt more like a fly by night used car lot than a Toyota franchise. Very disappointing for the Toyota brand to be associated with tactics like this. I would recommend any other of the many options for Toyota vehicles.
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August 2024 by Alex Cruzvergara
Bait and switch on their used cars. GPS tracking system is a mandatory purchase for $2195. This wasn’t listed in sales prices. What a huge waste of time. Go to a different dealer.
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August 2024 by Kenny Pan
I found a rare used car that they had. I reached out online and George Sims contacted me. I requested photos and videos and he delivered quickly. We negotiated over the phone and I placed my deposit. I drove from SoCal to NorCal for this car and upon arriving George was true to his word on everything he promised. No add on fees, no add on options, everything as we agreed upon.
The process was quick, easy and smooth. This was the best car shopping experience I’ve had.
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August 2024 by Lee Sarmiento
Thank you Chris Hugo and Service team for providing such good customer service. Chris was able to help what my car needs from start to finish and explaining well throughout the whole process. I like how he’s transparent and honest about everything, also kept me updated of the status on the car. I felt very satisfied on my visit here and will definitely be coming back for my regular car maintenance and future service needs. Highly recommend this place!
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August 2024 by Oz M
**A Review of Aggressive Customer Service at a Toyota Dealership**
In the competitive world of automotive sales, exceptional customer service is crucial for establishing long-term relationships and securing repeat business. Unfortunately, the experience at the local Toyota dealership fell short of this ideal, primarily due to the aggressive demeanor of the dealership manager. This review aims to shed light on the issues encountered, highlighting the need for significant improvement in customer service. Upon arriving at the dealership, customers are initially greeted with a welcoming ambiance that suggests a commitment to professionalism and customer satisfaction. However, the initial positive impression quickly dissipates once interaction with the dealership manager begins. The manager’s aggressive approach and lack of empathy detract significantly from the overall experience, leading to frustration and discomfort among customers. One of the primary issues with the dealership manager’s approach is the aggressive sales tactics employed. Instead of engaging in a consultative and customer-centric manner, the manager often pressures potential buyers into making hasty decisions. This high-pressure environment creates an atmosphere of discomfort and unease, making customers feel as though they are being coerced rather than guided through a thoughtful purchasing process. Such tactics are counterproductive, as they undermine trust and can lead to a negative perception of the dealership as a whole. In addition to the aggressive sales tactics, the manager’s communication style leaves much to be desired. Effective customer service relies on clear, respectful, and empathetic communication, all of which were notably lacking during interactions with the manager. Customers who sought information or clarification were met with curt responses and a dismissive attitude. This lack of patience and understanding further exacerbates the negative experience, making it difficult for customers to feel valued and heard.
Another significant concern is the manager’s handling of complaints and concerns. When issues arise, whether related to vehicle defects, service delays, or contractual misunderstandings, the manager’s response is often defensive rather than solution-oriented. Instead of addressing concerns with a willingness to resolve the problem, the manager tends to deflect blame or become confrontational. This defensive posture not only fails to resolve the issues at hand but also alienates customers who may feel their concerns are not being taken seriously.
The cumulative effect of these issues is a diminished overall experience for customers. The dealership’s reputation suffers when customers leave, feeling dissatisfied and mistreated. Positive word-of-mouth and repeat business are crucial in the automotive industry, and the aggressive tactics and poor customer service exhibited by the dealership manager severely compromise these elements. To address these problems, the dealership would benefit from a reevaluation of its customer service approach. Training programs focused on developing empathy, effective communication skills, and problem-solving abilities would help improve interactions between the manager and customers. A shift away from aggressive sales tactics towards a more consultative and supportive approach would also be advantageous. Creating an environment where customers feel respected and valued is essential for building lasting relationships and fostering loyalty. In conclusion, the aggressive behavior and poor customer service of the dealership manager present significant obstacles to providing a positive customer experience. Addressing these issues through comprehensive training and a commitment to empathetic, respectful interactions could transform the dealership’s reputation and enhance customer satisfaction. Without such improvements, however, the dealership risks continuing its pattern of dissatisfaction and lost business.
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August 2024 by Michael Basus
HIDING MANDATORY $2,195 ADD-ON CHARGE BY BURYING IT IN THE FINE PRINT
My experience with Victory Toyota has convinced me never to trust a single Victory-chain auto seller again.
My family's first contact with Victory Toyota was with Musa. After the test drive was over, I informed him we would talk about it as a family and he could call us in two days.
The next day, the pressure tactics started. He messaged me: "The F150 had interest from a few people already and I want to be the one to help you out. Do you think you can make it in today to talk to my managers?"
Even if we take this salesman at his word, that is a high-pressure way to talk to a potential customer. Any facade of being helpful in this transaction immediately vanished. It was clear the dealership wanted to give us as short of an amount of time as possible to think about the purchase. We had our mechanic inspect the vehicle the following Monday, 5 days after Musa tried pressuring us to come in.
After our mechanic completed the inspection, we were interested in the vehicle and it came time to talk price. They pressured my mother about buying a warranty. She repeatedly declined, but Musa was so INSISTENT and so INCONSIDERATE to my elderly mother that he wouldn't stop talking about the warranty to her, so she called me to have him talk to me. I told him in plain terms, after his sales pitch, that no, we were not interested in the warranty and we can continue with the purchase process. He finally relented.
Then there was one more item on the bill, priced at $2,195. It was for an "ELO GPS security system". My mother told them we weren't interested in it. They said that it had to come included. Musa lied and said there was a "chip" installed on the car and that it would cost extra to remove (you can google for yourself what an ELO GPS device looks like; there's no "chip", just a small device that plugs into the car's power adapter). Well, which is it? Is it a non-negotiable or can they pull it off of the car before sale?
They were TYING the purchase of the car to the purchase of a GPS tracker with no usefulness for us, and upcharging a device that costs $135 on ebay to $2,195. This selling practice skirts the line of illegality.
We offered them a cash offer that was $300 above THEIR full asking price PLUS taxes and they declined.
Can you imagine walking into a dealership with the ability to buy a used car outright and after offering to pay their full asking price, being declined? That's what happens at VICTORY TOYOTA if you don't agree to buy their tracker device at a 1,625% mark-up.
In this process, the manager, Isaaq, came out and spoke to my mother in a rude manner, without even introducing himself. And he's the general manager, he should be setting an example for he's employees. Instead, he's the head rat at a rat's den.
Do yourself a favor and LOOK ANYWHERE ELSE.
Their mandatory $2,195 GPS tracker was buried underneath the Spanish translation of the ad, in the middle of a paragraph (see photo for an example). They did their best to make sure I wouldn't see it.
This rat's den of a car dealership is abusing this lapse in regulation to take advantage of the elderly, the disabled, people with bad credit, or people who don't pay enough attention and fall prey to their pressure tactics.
Among the other pressure tactics they employed was a fake phone call supposedly from someone who was interested in the vehicle, and later telling my mother that the truck was going to go to auction if she didn't buy it. The idea that it would fetch more than our offer at auction is laughable. They tried every dishonest trick in the book and even though we were unable to purchase the truck, I'm thankful I&
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August 2024 by yeimmy ruiz
Very good service, my advisor Luis, even after the purchase, has been attentive to all my concerns and helping me find a solution.
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August 2024 by Meiji Wong
Miguel and Kevin are good in service. Kevin gave me very good discount on the monthly payment and the car price. Miguel very good service to me too . He introduced very nice Corolla to me . I really enjoyed it . Thank you guys
Sorry for deleted luis and Kevin reviews
I need to comment myself not other peoples. Sorry about that .. . Anyway I don’t want to write down the bad comment to other seller . But next time let the customer to write down the comment by themselves. It’s their thought . . Miguel and Kevin are really good sellers … I trust the other seller that’s y I don’t look at the price until I found out the price is very expensive and he told me Below 20000 on the nissans that needed to repairs. I don’t believe it . After he said this to me I don’t text him anymore..Every Nissan versa 65000 miles its under 20000 . I am not the first time buying the cars at dealership . I know the car prices . He thought woman does not know the cars or what ? That’s y I changed other one . The Nissan versa that he introduced to me very bad car and the audio too sucks and very expensive. Under 20000 it’s normal. He thought I am stupid I guess ???? I always looked at the car prices. Because l love cars ???? my brother said over 20000 Nissan versa very expensive too He said the new one also the same price ?
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August 2024 by keigorjai
I am living in San Bruno, but I bought my 2024 Toyota Corolla Hybrid SE in 101 Toyota Redwood City because when I visited half year ago, they didn't have the model I wanted. They promised me they would've called me back but it never happened. BTW, I just got 5000 miles on my gauge, so, I needed to get the oil change + tires rotation. Those employees in the office seemed unhelpful, they asked you to drive the car around from the other side and then they disappeared, I needed to go to the office again and find another person for the help. One thing that really pisses me off was that they didn't do the wheels rotation for me and I just found out 5 days after. Last but no least, I am not sure if it is necessary for them to wash a car for me since this is my first maintenance service, but all my friends around the Bay area Toyota wash the cars for their first maintenance service. Etc. Redwood City and Fremont Toyota. Very disappointed ☹️☹️☹️
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August 2024 by L M
Sam Banning: Super rude & unresponsive sales associate. Stay away from this dealer. Not interested in selling you a vehicle.
