4 Customer Reviews
Sort By
Review from Larrry W
5 stars05/15/2024
I had a long discussion with Paul, the General Sales manager this AM. I will add that he was most cordial and professional. He explained their situation and offered to get me the car I wanted. I told him we were happy with the car my wife purchased. He graciously refunded my money. We are happy and will continue to do business with him.Review from Chris M
1 star09/24/2023
I lambasted them in the corporate Toyota survey too. Multiple people at the dealership told me they would make it right. Telling me what I want to hear, doesn’t fix the issue. Just makes you look stupid. They don’t have the business acumen to have a tough conversation. After reading the reviews of others, they have a history of poor performance and customer service. Paul, Erin, Karen and the rest of the “team” need customer service training desperately. I get you are at a small-town location, but you are still dealing with people. Call people back when you say you are going to. Stop hiding behind your voicemail and be able to own up when you screwed up...it's $900. Questions for your service team: 1. When was the CPO granted for that vehicle? 2. When was the last time your “master mechanic” checked the vehicle out? 3. Is your “master mechanic” checking all of the vehicles out post test drives? 4. How many test drives were there after the CPO was issued? 5. Is it possible that someone bottomed out the car and you failed to catch it? A few for your sales team: 1. Do you always just give a key and say, “your car is parked over there?” 2. Do you always have the buyer remove the sales stickers? 3. Do you always deliver a dirty car? Non-detailed car? 4. Do you have good records of who test drove the car, or do you just let anyone take cars out? Like my wife said, it's not about the money, it’s about doing the right thing….much like you claim to do in your Robert’s policy of taking care of people and like you say you have for over 60 years. Bottom line for potential customers…go elsewhere if you are looking for a Certified Pre-Owned vehicle or for any sort of customer-based service. This is not the dealership for you. They should be stripped of their ability to sell CPO cars, since they have no idea how to keep them truly CPOd.Review from R. J.
1 star07/15/2023
Been looking Tacoma TRD Pro for a ages. Found one inbound to Robert’s Toyota and gave deposit over phone. Contractor remodeling our house ran off with $40k and another $30k damage. So the money for the truck was gone! The truck is still not due for well over 2 months! We Cancelled the deal and lost $1,000 deposit. Tried to get deposit back but salesman told us we can’t have it back due to their Terms & Conditions. What? What T & C s? All we were asked is to type/respond the word ‘agree’ to was a blank email with no T & C’s attached. Left many messages on the manager/s voice mail but Robert’ s Toyota does not believe in customer service. Still waiting for a return call from any one of the managers but we will not be holding our breath! Customers are lining up to buy and pay a premium for TRD Pros but dealer insists the truck will be hard to sell and due to their Terms and Conditions they keeping the money. Sad! Dealers with no morals, zero customer service/support that also hide behind their ** one sided ** Terms and Conditions should not be supported. I would recommend buying anything from Robert’s Toyota as you will regret it !
Roberts Toyota Response
07/21/2023
We appreciate the review as we are always looking to improve customer experiences. Our records indicate that you secured an inbound unit and signed/agreed to a non-refundable deposit. Upon completion of this, our salesperson special ordered several products from ***** for your new Tacoma. Our records show that you have spoken to both Dean (salesperson) and Brandon (manager). We want you to be happy but we have policies for a reason and we do disclose them upfront (with a deposit form). If you'd like, I can transfer your deposit to a different unit if you secure one in the next 90 days. Please feel free to discuss further at ******************************.Customer Response
07/26/2023
Some your response is based on inaccurate statements that need to be corrected: 1. A blank email was emailed to us asking to respond with ‘Agree’ , so stating we signed or agreed to one-sided T & C’s is false! No deposit form was signed! No attachment. I can forward the email to you if you want and please send me a copy of this mysterious deposit form we signed, I would love to see that, cause I know I did not sign one, so that would be fraud on your part if you have a signed deposit form! 2. We did ask for a LED interior light and bed upgrade. And according to Toyota US are the most popular ordered upgrades and hence virtually all TRD’s come with this upgrade. So it only adds value and desirability to the unit. Which makes a **** of a lot easier to sell! And I do not need to point out that the 2 options and less than $800 and no one would turn that down ! 3. We have yet to speak to any Manager let alone Brandon. We only spoke to Dean. No body else! 4. There are people lining up to get TRD pros and the $7000 plus market value adjustment you add on, allows your dealership to really make out like a bandit. They are highly sort after trucks. 5. The unit is still not at the dealer. So as soon as we were ripped off by our contractor I knew I could not afford the vehicle. So I cancelled the order, giving plenty of time to sell it to another of the hundreds of people looking for a TRD pro. So you can lie, split hairs and pretend to care, hide behind one-sided T&C’s, but we both know that none of that is true or ethical! Any business that lacks ethics, honesty and has no moral compass should not be supported and that’s exactly what Robert’s Toyota is all about.Review from Cathy B
1 star04/25/2022
I brought my vehicle to Roberts Toyota in Columbia for evaluation for purchase. The gentleman I met with asked that I accompany him as he did the test drive, and then proceeded to drive my vehicle around the parking lot. I told him he can feel free to drive it on surface streets and or the interstate to which he didn't respond. After parking my vehicle and getting out, two of his coworkers started making comments asking if he got his license back, etc., to which he didn't respond. If this dealership is allowing their employees to perform test drives without drivers licenses, not only is it very concerning, but it is illegal, and poses risks to the clients vehicle and/or bodily injury. I emailed the dealership requesting the owners contact information so I could discretely bring up the incident to which I never received a response. Because of the potential risks and legality issues, I feel it is important to make the public aware there may be an issue going on at Roberts Toyota in Columbia which is the purpose of this review.Roberts Toyota Response
07/19/2023
Hi *****. Thank you for your review. We actually DO have a policy that our salespeople must have valid drivers licenses, and we check their driving records regularly. I am afraid this particular salesperson made a joke that was, indeed, not funny. I'm sorry that we lost a customer for an unnecessary attempt at a quip. Let me assure you that it has been addressed.
Customer Review Rating
2/5stars
Average of 4 Customer Reviews
Customer Reviews are not used in the calculation of BBB Rating
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.