Dealer 2-Year Rating

Overall Rating

4.6 / 5
Customer Service
4.6  
Friendliness
4.6  
Overall Experience
4.6  
Price
4.4  
Quality of Work
4.6  
Service
4.7  

Dealer Reviews

Show:  

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.

Overall Rating

5.0  

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

Excellent service experience

By Ali on 12/27/2018 at 6:26 PM. Helped by Brandon Donis.

Brandon provided excellent service, and was always keen to help in any way possible. Provided clear information about what procedures will be performed on the car during the maintenance and service work.

I would recommend this dealer.

Overall Rating

4.8  

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

Thomas Soveg provided a smooth service experience

By Jerome on 12/17/2018 at 5:53 PM. Helped by Eric Guevara.

Thomas Soveg was most helpful, patient and knowledgeable. He is an example of why we like Toyota Santa Monica service (as opposed to sales). He and Eric Guevara are exemplary employees and we feel we can trust them without hesitation.

I would recommend this dealer.

Overall Rating

4.8  

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

Friendly and helpful staff

By D$ on 12/4/2018 at 5:58 PM. Helped by Dan Burns, Hamid Vabehi, Chris Baldanado, George and other support staff..

We purchased a 2017 Mirai last weekend, during the black Friday rush. Despite the busy environment, we were always treated with friendliness and respect by the sales staff, both Dan Burns and Hamid Vabehi, who helped us purchase the Mirai in an affordable way. Chris Baldinaado, in finance patiently guided us through the morass of paperwork required to consummate a purchase, loan and extended warrantee. The one year old Mirai came with two years left on the free hydrogen card, which did not transfer effortlessly, but Hamid, along with George, worked out a work around, until our card can be sent. We are just still waiting on the owner manuals to be sent to us, but we have access to them on-line in the meantime. Dan had been working with us for a couple weeks prior to our visit since we are not from Santa Monica, and he ended up being as helpful and friendly in person, as he was on the phone. Leading up to our purchase, we spoke to several Toyota Mirai owners, all who gave glowing recommendations to Toyota as a company supporting the fuel cell car. We may use a more local Toyota dealer for service and other related car issues, but we are pleased to know the folks at Santa Monica Toyota.

I would recommend this dealer.

Overall Rating

5.0  

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

12 month service

By Buffoman on 11/26/2018 at 10:43 PM. Helped by Joseph Hernandez.

I took my Prius into Toyota Santa Monica for a 12 month service. I was greeted by Joseph Hernandez. He was very friendly and treated me well and my vehicle was ready when he said it would be.

I would recommend this dealer.

Overall Rating

4.6  

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

Praise for Eric Orellana

By Teddoe1953 on 11/9/2018 at 12:25 AM. Helped by Eric Orellana.

Eric treats me every time I work with him royally. He is very knowledgeable and competent. I have an odd problem with my FOB key and we are still working on it, but I feel he is always on my side attempting to solve any issues I may have. I highly recommend him and his associate Tim Mullen.

I would recommend this dealer.

Overall Rating

5.0  

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

Lease without stress

By briancc on 11/6/2018 at 7:47 PM. Helped by Aaron Desouza.

First of all, I have to point out that I have been a long-time customer of Santa Monica Toyota, having bought six or seven cars there since 2004. Thanks to Aaron Desouza, this was the least stressful transaction I have ever had at your dealership. Aaron was helpful, patient, clear, and attentive in every way. He was generous with his time and showed genuine concern when I did not arrive at the agreed time to pick up my car. He was also generous with gasoline, sending me on my way with a full tank, quite unlike the salesperson who sold me a Corolla in 2013 and let me drive it away with an almost empty tank. I have to add that Kevin Lee, the Finance Manager, was extremely pleasant. This is a dealership of which Toyota can be proud.

I would recommend this dealer.

Overall Rating

5.0  

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

Fantastic Experience with Toyota

By stacie on 9/29/2018 at 12:56 PM.

I highly recommend Santa Monica Toyota when you are looking to purchase or lease a car. Although all the staff was great...I had an incredible experience in particular with salesman, Mayer Kohan, who was extremely knowledgable, kind, resourceful, and easy to work with. I was very lucky that Toyota had the exact car I wanted- the 2018 Highlander Limited Hybrid in the Toasted Walnut Pearl color. The entire process with Toyota was seamless and I will for sure return to Santa Monica Toyota when it is time to turn in my leased car and step into the next one. Thank you Santa Monica Toyota for getting me into my dream car!

I would recommend this dealer.

Overall Rating

4.0  

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

Great experience

By cons324 on 9/26/2018 at 6:30 PM. Helped by Aaron Wimberley.

Aaron Wimberley was my service representative when I brought my 2010 Toyota Camry Hybrid in on Friday, September 21, for the 50,000-mile check. He looked up my past history, all service done here at your dealership, which made everything so much more efficient in terms of what was needed. My car was ready even sooner than Aaron had anticipated. An accomplishment in itself! I would definitely trust my service and car to him again.

I would recommend this dealer.