Dealer 2-Year Rating

Overall Rating

4.5 / 5
Customer Service
4.4  
Friendliness
4.5  
Overall Experience
4.5  
Price
4.3  
Quality of Work
4.5  
Service
4.7  

Dealer Reviews

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Overall Rating

2.2  

1   Customer Service
2   Friendliness
1   Overall Experience
3   Price
4   Quality of Work

Scammed into getting Mirai Lease

By Mike on 10/11/2019 at 7:38 PM. Helped by Do not remember the name.

I was scammed into getting lease for 45k miles and due to hydrogen fuel shortage I could not even use 32k miles. The dealership is not helpful and not accommodating for their mistake. I have been bounced between mirai customer service to toyota financial to the dealership. DO NOT GO HERE!

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Excellent

By Peter on 10/1/2019 at 10:24 PM. Helped by Joanna Tsymbaliuk.

I called Mayer Kohan in sales who had been referred to me by Joanna Tsymbaliuk in Service who by the way was excellent to deal with and kept me well informed about a week long fuel cell repair due to rats. I told Mayer I was thinking of turning my lease in for a new Mirai some time in November. He called me back in 5 minutes with an offer that was very fair with the exterior and interior colors I wanted for immediate delivery. The sale process went very smoothly. Mayer knows all there is to know about the Mirai. He is very experienced in sales. I recommend Myer without reservation for anyone's Toyota sales needs. .

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Overall Experience
1   Price
1   Quality of Work

lack of accountability, transparency, and quality care

By NoLongerToyota on 8/27/2019 at 9:47 PM. Helped by Hector Medina.

I am tremendously disappointed with my experience buying out my Toyota lease yesterday. Due to a job and commute change- I had to buy the lease- but since I love the car- felt aok. I have owned only Toyota's in my life- two 4-runners and now three Priuses. I have been a dedicated and loyal customer and today I am reconsidering my loyalty. I have never felt more disempowered by a transaction in my life. On top of the sales rep and the finance rep both pointing fingers at one another to tell me negotiate with him- I am ultimately told that the power lies with Hector Medina who I never met. Never had an opportunity to negotiate or communicate with him. He sits behind a desk which is behind a wall. Like Oz, never seen. Additionally- told I have to not only cover the costs associated with the bank- but have to buy gap insurance to the dealership also makes money- $1,050. Then to look at the contract- the mandatory '$1,050' says optional. The 6.5% loan was also said to be non-negotiable and that does not make any sense. I worked to make sure I had cash in the bank and paid down loans so I could get best terms and then told I could have an 850 and these would be my terms. Both representatives said to me more than once- seemingly acknowledging how bad the terms are- you will pay this off early right? Which I have no plans to do. They thought the terms were so bad themselves that notes carrying out the 72 months would be a horrible idea- and yet I made it clear I have no choice. I felt like I walked into a fraternity. Not one woman sales rep, a man behind a remote desk making decisions. They left me no power in this and my only recourse is my voice.

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Another fabulous Service from Sam Mull

By eloulou on 7/10/2019 at 3:13 PM. Helped by Sam Mull, Service.

Sam Mull is the best Service person ever. He has been taking care of my 2002 Camry and me for a long time. He is professional, friendly, caring, extremely knowledgeable and honest. I have ultimate trust in him. When the time comes for me to buy a new Camry, I will continue having Sam take care of my car.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Got a new Rav4 from Mayer Kohan

By eileen on 7/4/2019 at 5:24 PM.

Mayer showed me several cars and was so patient with me. He matched the price of other dealerships and I'm happy with the car. I would recommend Mayer at Santa Monica Toyota for your next car.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Overall Experience

Fabulous new car leasing experience

By Deba123 on 7/2/2019 at 5:30 PM.

Recently i was looking for a truck and liked Toyota Tacoma so i started researching for a good deal. Mark Ashtini from Santa Monica Toyota sent me an excellent deal with lot's of helpful information to secure the deal and convinced me to take the truck i was looking for. Many other dealership wasn't even close to the price he offered, so without delay i went to the dealership and took delivery on the same day, all was possible due to Mark's positive attitude and helpfulness. He is the best Sales person i ever spoke or communicated to in recent years. Thanks Mark i wish you the very best.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price

Very easy experience. Straight to the point.

By cad92646 on 6/30/2019 at 4:07 PM. Helped by Forgot.

It's no secret that when you plan on buying a car from a dealer, you're expecting the typical games. You'd think in this day and age of being able to research yourself everything online before you go there, most dealers would just stop with the long standing BS and just make it simple like buying everything else. Well, that's been our experience the last 5 cars from the last 5 Toyotas we've bought. But we found this car very well priced based on our online research and drove all the way up to LA from OC - honestly expecting that price to be a 'teaser' to then try and trap us into paying more through all the add ons. Nope. Just to the point. The price was accurate, the trade in value was actually more than I expected (from experience - averaging $1500 less than 'trade in' on KBB.com) so I used the actual $1500 MORE they offered than expected to buy the extended Platinum warranty. The entire experience was awesome. I can only guess that being a smaller dealer unlike these monster dealers you see around they have to 'play it straight', so to speak to compete. Or, they're just honest as heck! Great job, Toyota of SM!

I would recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price
5   Quality of Work

Thank You, Hamid Zabehi

By tharmon on 6/27/2019 at 4:33 PM. Helped by Hamid Zabehi, William Nickman.

I spoke with Hamid for hours and he gave me a great deal. He also gave me some personal insight on building my credit. Thanks!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Lincoln Weber was excellent, personable, knowledgeable

By bobfreundlich on 6/3/2019 at 11:03 PM. Helped by Lincoln Weber.

Lincoln was especially friendly and informative. Through the whole process he was not pushy. I purchased a new 2019 Toyota Camry Hybrid. I was pleased with the whole experience with all members of sales staff. Would recommend to anyone. Ricky was an amazing manager also.

I would recommend this dealer.

Overall Rating

2.4  

1   Customer Service
2   Friendliness
2   Overall Experience
4   Price
3   Quality of Work

Certified 2016 Toyota Prius

By arc530 on 5/31/2019 at 1:05 AM. Helped by Aaron, Chris, Jay, Erica.

Where do I begin? I came to the lot late but the entire process was super rushed. I felt like all they wanted was for me to sign papers so they could leave. When they brought me the car I was handed the keys along with a quick handshake. They did not offer a tour of the car, to setup bluetooth, feature review or anything. Well 3 days later the car died! It would not start. I called dealer and they told me to call Toyota Roadside. I did and that was a disaster. Long story short I paid them $103 for nothing. I ended up calling AAA and having the car taken to another Toyota. It was a bad batter but guess who had to pay, ME! Another $313 now I'm out of pocket $416 in THREE DAYS! Well they offered to reimburse me and it's been 10 days and I had to follow up with them twice just to see where my check is. Now the brakes are making noise so I have another appointment with them because your warranty doesnt kick in for 30 days. Needless to say this has been a complete nightmare. I've bought Toyota's from Ventura Toyota, Keyes Toyota in Van Nuys and Northridge Toyota and I have never experienced the horrific customer service that I received from Toyota of Santa Monica. I'm so disappointed!

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

fast and easy

By Rav4fan on 5/24/2019 at 6:40 PM. Helped by Erica Simons.

Thank you Erica Simons for your professionalism. I was waited on right away, told her my concerns and away the car went. Erica called me with the details, confirmed my coupon and price for repairs. I approved the repairs and my car was ready when she said it would be. Erica greeted me when I returned and I picked up the car quickly. Thank you. See you on my next maintenance schedule.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Prius computer failure

By Happy Prius Owner on 5/21/2019 at 12:28 AM. Helped by Erik Orellana.

Thanks to Erik Orellana, my service rep., a problem that could have been awful was dealt with quickly and efficiently, and I now have my 2008 Prius running like new. Very pleased and very relieved! We were able to communicate by texting as well as speaking on the phone. Communication was key. This is the second excellent experience I've had with Erik at Toyota Santa Monica. We've been customers for years and have always had great service.

I would recommend this dealer.

Overall Rating

5.0  

5   Overall Experience

Anthony Huerta - Outstanding!

By Lynda2019 on 5/18/2019 at 7:05 PM. Helped by Anthony Huerta, Hector Medina.

I could not be happier than I am with my new 2019 Camry, and more important, by the outstanding way I was treated by Anthony Huerta and the sales team at Toyota Santa Monica. From the moment I drove onto the lot and Anthony greeted me, I was treated with the utmost respect and kindness. Anthony was just wonderful! From Anthony, to Sales Manager Hector Medina, to Chris in Finance, it was the most pleasant car leasing/buying experience I have ever had. This is a far cry from my experiences with other car dealers! Not only was I treated well, but Anthony and Hector gave me an incredible deal! Their efforts, going above and beyond to deliver such an incredible deal and tremendous value, were extraordinary. This is my first experience with the Toyota brand and I am certain that it won’t be my last! Thank you Anthony, Hector and the team at Toyota Santa Monica!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Top Notch!!!!

By Happy on 5/18/2019 at 3:59 AM.

Just purchased a car at the Agency and was impressed with the full team. Mayer, sales representative, went out of his way to assure our satisfaction. He was so diligent in showing us the various controls and features of the Toyota Mirai. He handled the paper work beautifully. He was backed up by Gene and Kevin in the Finance Department who really gave us the extra time necessary to complete our paper work. The experience could not have been better.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Thomas Soveg

By Nfesta on 5/16/2019 at 8:34 PM. Helped by Thomas Soveg.

Was excellent in keeping me informed and providing excellent customer service. The price was excellent and the time he suggested it would take for my 5,000 mile service was perfect. My car has 108,500 miles and purchase and service has always been at this dealership

I would recommend this dealer.

Overall Rating

1.4  

1   Customer Service
1   Friendliness
1   Overall Experience
3   Price
1   Quality of Work

Deceptive practices, lies about getting things done

By annoyed on 3/21/2019 at 4:58 PM. Helped by David.

TL;DR - Shady, deceptive and false advertising dealer puts ‘permaplate’ coating which costs no more than $30-40 to put on, on ‘all’ of its cars that go into the lot and adds on $595 USD unexpected charge at the end, claiming there’s ‘no way’ to take it off, and they simply ‘forgot’ to tell you when you were negotiating for a price. FYI PermaPlate is fancier wax, will last 2-3 months MAX does nothing for your car. Absolute unfair and deceptive methods by lack of disclosure upfront. The price you agree on is NOT the price you pay! Furthermore, I’ve literally called them probably over a dozen times in the past week and a half and every one up, down Joe, Henry, Camden, Cayllen, everyone keeps promising to send records of this vehicle and they claim to send screen shots of them sending it and they wrote notes to their supervisors. Nothing has happened. All a bunch of lies. >>> Recently I found myself looking for a Prius. Not just any Prius, but a specific Prius that had a specific set of packages. Between the inability of people to distinguish different packages of Priuses, and Toyota having gotten rid of this particular feature in its newer models, I had to look for a used Prius. Having found several choices across CA, I settled on a particular Prius offered by Toyota of Santa Monica. I verified the car’s availability (found on autotrader.com, verified on their specific website) before calling the sales rep and further confirming the car’s status. I wish I could say this was a smooth transaction but for some reason AFTER we had agreed on a price, everything started going down hill. First, the dealer was pretty unreasonable, I was willing to put down a deposit but they didn’t want to hold the car more than 24 hours despite the fact that the knew we didn’t live in Santa Monica. So in a mad rush, while still trying to get our deposit down and trying to meet the dealer’s unreasonable demands of first not holding the car at all, and then taking a deposit at over HALF of the value of the car itself … I found myself scrambling to buy a last minute one way ticket (over $200+) for the very next day at 7AM to fly down to LAX to get this car. Not only that, but we mobilized family & friends in the area to see who could be there to do pick up and help facilitate the transaction. While we were in the midst of this madness of coordinating and already heavily investing in definitely buying this car (yes checked Carfax ourselves etc.), we were still waiting for the dealer’s “finance” department to come take the deposit. Of course, we have already HEAVILY relied on the fact that they were selling this vehicle to us since we have detrimental ourselves to getting there early AM and already agreed on a purchase price. Then suddenly, the touchscreen wasn’t working. Of course we relied on the sales rep to disclose the entire condition of the car and somehow after hours of negotiations over the phone and even Facetime, this didn’t come up? So we had to go back and re-negotiate because they were unable to fix the touchscreen. Fine. We put down a deposit finally almost 7 hours after we started calling for this vehicle and getting everything ready to pick up this car, and they come back with the final price we had to come up with in-person tomorrow and it was almost $1000 more than the normal 10%-12% for taxes, registration and fees. There was one particular line item “after fees / we owe” that was $595.00 and NO explanation whatsoever of what this was. After again calling repeatedly and trying to figure out what was going on here, and why there was this HUGE upcharge, it turns out they put something called “PermaPlate” on the car and FAILED to “disclose” to this to us despite having negotiated a final price. This seems SUPER deceitful and unfair because they claim they put this on ALL their cars on the lot and it goes on immediately. First, if this goes on all your cars, shouldn’t you have disclosed it immediately up front or factored it into the price? Second, we never asked for this. What kind of dealer forces you into an option you do not get a chance to object to? Third we just negotiated lower for the failed touchscreen (an actual defect) and the price of this ‘permaplate’ was significantly more than what they gave us back for the bad touchscreen, which arguably is actually a necessary functional item. Second, we negotiated for over seven hours, how come at no point did this come up? They made it seem like they were doing us such a huge favor because we objected to this added cost that they were willing to ‘reduce’ it to $400. Again, I believe this is literally against consumer law protections to be doing unfair and deceptive ways to falsely advertise a car, negotiate a price, and suddenly add on something at the end. I can understand in some ways if you’re some random dealer, BUT THIS IS TOYOTA OF SANTA MONICA. Can no one be trusted in this industry? The problems don’t stop there! Upon finally getting to the dealer, as it turns out the rear left tailight was cracked. Again, lack of disclosure despite the sales rep KNOWING we trusted him, and we relied on him with substantial consideration on our part to get down there to get to this car, and they weren’t even willing to budget despite not having disclosed the cracked tail light to us earlier. This is an OEM priced item at $305.95 and they were barely willing to maybe offer $100 after we already explained how disastrous this transaction has seemed and how we were still here, invested way too much, to buy this car. I guess in some ways I should be thankful that we got this car, but in the end it was a terrible experience that we still overpaid for because they nickeled and dimed us on things that they did not disclose or unfairly forced us to accept. I hope Toyota HQ will do something about this and these types of practices because it really gives them a bad name when it comes to people buying their cars directly from their dealerships. Oh, and needless to say, I don’t recommend Toyota of Santa Monica or any of the sales reps there because apparently we ‘talked’ to them all and escalated to the sales manager and they were all shady and deceptive. I give this business and its consumer oriented practices an F.

I would not recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price
5   Quality of Work

Great Service

By agnes,eva123 on 3/21/2019 at 4:13 PM. Helped by Joanna Tsymbaliuk.

Our adviser, Joanna Tsymbaliuk, made sure we received the best and quickest service! She made sure we were given the recall service that we did not even find out about until after we visited.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

SAM HULL

By Baia on 1/24/2019 at 5:11 PM.

If you want to work with someone who is infinitely patient, kind and competent, ask for SAM HULL. I know nothing about cars but he encouraged me to ask all the questions I needed to ask and he answered knowledgeably. Supremely satisfied with this excellent employee.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Service Department Jacob Aguirre

By Blorena06 on 1/17/2019 at 11:22 PM. Helped by Jacob Aguirre.

I would like to thank Jacob Aguirre Service Advisor at Toyota Santa Monica, He went above and beyond to help me with all the questions I had and was done with my vehicles Oil change within 30 min. He also helped me with my tire patch. Thank you so much. If you want great customer service please see JACOB AGUIRRE

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Great Price and Great Service

By Mark Hull on 1/2/2019 at 9:54 PM. Helped by Beth Cole.

I recently purchased a new car for my daughter at Toyota Santa Monica. I was referred to Mat Unger and his team. Beth Cole was amazing. She handled any issues that came up and on very short notice personally delivered the new car to my daughter in San Diego. Great Price and Great Service. Thank you!

I would recommend this dealer.