Mountain States Toyota
reviews and complaints

I went to Mountain States Toyota and they took 6520 dollars from me, but I didn't get a car.

DO NOT BUY HERE - I bought a newer used vehicle from this dealership and it blew a head gasket 6 weeks later. The dealership was no help AT ALL after I spent over 3k to repair. The customer service was really bad!

I found the car I wanted, a *** on their website. After texting back and forth for a while, I decided to buy it at the price they listed. I mentioned the Vin and Stock numbers exactly as shown on their website. But later, they told me that the car they advertised was not actually available.

I brought my car to Mountain States Toyota for a warranty bumper fix, but the service center accidentally broke my sensor. I immediately called them to inform them about the issue. However, when I returned, they claimed that too much time had passed and refused to cover the costs. I don't think it's a good idea for anyone to choose this dealership for their needs. It would be better to find another dealership for both service and buying new cars.

I would never recommend! The assistant manager was very unprofessional. I drove a Highlander and loved it. I was negotiating and my salesman, Peter, came back with numbers that my husband and I didn't agree with. So Peter went back to talk to the assistant manager for a different offer. Peter came back and said it's SOLD! The manager sold it from right under us! So our salesman asked us if we wanted to talk to the assistant manager. I said yes! So he came up and said, "I can sell it to whoever comes up with the money first!" Wow! I drove it the day before and made an appointment for the next day and took my husband this time because he is a double amputee and it's hard to get him around. So we did love it, didn't expect them to sell it while we were going to purchase it. I would never go there again. Honestly, I came home so angry. I've been telling everyone about my terrible service.

I bought a few cars from Mountain States Toyota before. I came back to buy another one because I saw a car I liked on their website. I filled out the online offer, including my trade-in, and reserved the car to buy it with cash at the sticker price. The last step of the online purchase was to request a test drive. I did that and got an email from Emily Caldwell asking which car I was interested in. Can you believe it? I already filled out all the forms online. I spent over an hour doing all this work. So I told her the Stock # and she said the car was reserved. I thought, yeah... I'm the one who reserved it. Right? Wrong! Emily told me the car wasn't available, but she would love to sell me another car. Another bait and switch by Mountain States Toyota! So I emailed her back: "You shouldn't list a car as available on your website. We filled out all the information online for the trade-in and accepted the cash deal. We reserved it and requested a test drive. And now you ask 'which car?' I guess I wasted over an hour on your website this morning. Thanks for that." This was her response: "As a dealer, we have to account for all the cars on our lot on our website. Every dealer in town does the same. I'm sorry for the confusion, but as soon as Eric received your inquiry at 9:34, he notified you that the car was unavailable at 9:43. I'll deactivate your lead so you won't be contacted again." Wow! What terrible service! And I feel completely ignored. Needless to say, I will never buy a car or anything else from Mountain States Toyota. Congratulations, Mountain States... You've lost another customer!

to Mountain States Toyota. I recently purchased a vehicle from your dealership and I am extremely dissatisfied with the experience.

Firstly, the car I bought had several mechanical issues that were not disclosed to me during the sales process. This is completely unacceptable and shows a lack of integrity on the part of your sales team.

Secondly, the customer service at Mountain States Toyota is abysmal. I have called multiple times to try and resolve these issues and have been met with rude and unhelpful staff members. It is clear that customer satisfaction is not a priority for your dealership.

Furthermore, the paperwork and documentation provided to me was filled with errors. There were misspelled words and incorrect information, which only added to my frustration.

Overall, my experience with Mountain States Toyota has been nothing short of a nightmare. I would strongly advise anyone considering purchasing a vehicle from this dealership to think twice. The lack of transparency, poor customer service, and careless mistakes make it clear that Mountain States Toyota does not value their customers.

I hope that by sharing my experience, others can avoid the same frustrations and disappointment that I have endured.

I went to Mountain States Toyota to get my car fixed under the factory power train warranty, but they wouldn't honor it. I was really disappointed because I thought they would take care of it without any hassle. The staff there didn't seem to know what they were talking about and kept giving me different excuses. It was frustrating and made me lose trust in their service. I ended up having to pay out of pocket for the repairs, which was a big inconvenience for me. I wouldn't recommend this dealership if you're looking for reliable warranty coverage.

I was told that you can only see the vehicles by appointment only due to COVID, and I made an appointment to test drive a vehicle to only find from a 3-party app that the car was sold. I gave the dealership a call and was told that a walk-in purchased the vehicle last night. I didn't even receive a follow-up regarding the vehicle from the dealership themselves. Had it not been for the other notification, I would've completely wasted my time in driving out there to look at a non-existent vehicle. Very disappointed in such a highly rated dealership and how they handled their business. They would not offer a price drop in any other comparable vehicle to make up for this. As I was told, "the prices are set."

I went to Mountain States Toyota to buy a used car from them and have them take over my lease that I got from another dealer on 02/15. Mountain states toyota messed up and didn't send the money owed to VW credit on time, so now my credit report says I'm late on my payment. The amount owed was more than what Mountain states thought, so I had to pay them over $1,000 so they could send the right amount to VW credit. I went there on 03/23, they sent the check on 03/26. The check needed to get to VW credit by 03/28 to avoid hurting my credit. They got it on 03/30. It took them 3 whole days to send that check and now my credit is really messed up. They said it took them that long because of 'signatures'. I don't think that's true at all. There's more to the story, but I can't fit it here.

I asked for an online quote for a 2020 4runner from Mountain States Toyota. They told me the price was 38,644. They asked if I would finance through them, but I said no. After asking for a Purchase order agreement multiple times, they finally sent one, but the price increased to 39,744. I asked why the difference of 1300.00? The Sales Manager, Emily ***, said there was a "market Adjustment" and the price increased by 0.50%. I think they raised the price because I wouldn't finance through them, affecting their profits. Emily also mentioned they had cut their staff by 50% and asked for patience. At first, I was patient, but then I called the dealership and spoke with "Eric" who said business was booming and they hadn't laid anyone off, but instead had people working from home. I felt disrespected for being lied to. I have copies of the purchase order, the initial quote, and email communication with Emily. I can share them with you if you want.

I've been bothered by Mountain States Toyota for years, even though I've asked them multiple times to leave me alone. They sent me an email recently that said: "Hello ***, I'm reaching out to make sure you got the Vehicle Statement for your 2011 Toyota Tacoma with a monthly payment of $0. We've teamed up with Toyota to inform our customers when they're in a good position to upgrade their vehicle. Turns out, most of our customers are curious to see how their current vehicle compares to a new one. You're in a great spot! Also, we really need quality Tacomas for our used inventory and we're very interested in buying yours. Based on the info I got from your Vehicle Statement, you're actually eligible to upgrade to a new Toyota Tacoma at no extra cost. Please call me at because I'm sure you have lots of questions about this offer. I'd be happy to assist you. Sincerely, Chelsea ***" This is a clear bait-and-switch.

I took my 2017 4Runner to Mountain States Toyota on 09/03/2022 for a 65k service. It was my first time going to this dealership/service center. They had my car for half a day and gave it back to me with the maintenance light turned off. I thanked them and left. About a month later, my tire pressure sensor came on and I realized that all four tires were 25 PSI below the minimum. I was a bit worried, but I filled them up and thought it might be because of the weather. Around the same time, I started receiving emails from CarFax saying that I was overdue for an oil change and tire rotation. This was strange because I had never received such an email before. I usually go to dealerships to keep a clean maintenance record. In December 2022, I had a mechanic take a quick look at my car. He immediately noticed that my coolant was almost empty and my engine oil looked dirty. Toyota had also told me that my battery was about to die and tried to sell me a new one. The mechanic tested it and showed me that it had 85% charge. The service at Mountain States Toyota cost me close to $1000.00. At this point, I strongly believe that they didn't do anything. No tire rotation, no oil change, no brake line fluid change, nothing. I have left several messages for the service director, but I have never received a call back. My best guess is that they saw my out-of-state plates (***) and decided to mess with me.

I bought my 2018 VW Passat from Mountain States Toyota on August 29th. I paid 25k for the car through my bank. Since I bought it, I've had suspension problems that I didn't cause. My car also notified me that I need an oil change within 30 days. These things should've been taken care of before I purchased the car. I'm really disappointed. I've been in touch with the dealership about fixing the suspension, and I told them I won't pay for it because it's not my fault and it shouldn't have been broken in the first place. They've been nice enough to work with me on that, but I still have to spend more money on my car when I shouldn't have to. My warranty is through my bank, and they would fix it for me too, but Toyota needs to take responsibility for this. I know used cars are sold as is, but they did a $900 inspection and said they checked everything and made sure it was good to go, but it wasn't! When I went there to get my car fixed, I told them what needed to be fixed. They had my car for 2 hours and then told me I was wrong and that it was a different suspension issue, which is not what I expected to hear. When I left that day, my car was driving worse than when I brought it in. It was drifting to the right (alignment issue) and shaking so bad that even my voice was shaking. It's hard to recommend this dealership to people when I've had all these problems. I bought a 2018 VW Jetta from a different Toyota dealership 2 years ago, and I never had any issues with that car. Even when I bought a used car from them, I still had no problems! So it doesn't make sense to me why they didn't do a thorough inspection of my 2018 VW Passat and catch these things before selling me the car. Once again, I'm really disappointed.

I bought a Toyota Tacoma TRD Pro from Mountain States Toyota on Feb. 20th 2021 for $47,331.08. After taxes and my used car trade-in, the total came to $40,810.18. When I lived in ***, I got my vehicle serviced at Mountain States Toyota. The last service was on Feb. 1st 2022 at *** miles. In July 2022, I moved to ***, which is 197 miles away from Mountain States Toyota. On Nov. 14th 2022, I took my truck to *** Total Automotive for its *** mile service, which includes a tire rotation. However, I noticed that the lock lug nut key was missing when I went to the automotive shop. This key is necessary to remove the wheels from my truck.

I decided to call Mountain States Toyota to request a replacement key. They informed me that they would not ship a replacement key to me. They offered two options: either drive to *** or they would send me a new set of lock nuts, but I would have to pay a mechanic $200 to remove them. Driving to *** is not feasible for me as it is too far and I don't want to risk getting a flat tire and being stranded. Additionally, I don't think it's fair to pay $200 for a mechanic to remove the tire when Mountain States Toyota was the last one to service my vehicle and didn't return the key.

I asked if they would cover the cost of the mechanic, but they declined. I also inquired if there was any other assistance they could provide, but they said no. They mentioned that since I hadn't been to Mountain States since February 2022, they couldn't offer any help. All I want is to receive the replacement key or set so that I can rotate or replace my tires without incurring any additional costs.

On 12/02, me and my wife bought a new Toyota RAV4 Hybrid from Mountain States Toyota and we ain't got no complaints 'bout the car. After we finished the deal and paid for it, the Finance person we was dealin' with asked if we wanted any extra stuff for the vehicle. He offered us this thing called PermaPlate Windshield Protection Program, and we said yeah, we'll take it. Now here's the problem with this PermaPlate thing. The Finance person only said it's like insurance and it covers $5000 worth of stuff, 'specially 'cause windshield replacements can be real expensive. He said if we need any repairs, they'll take the cost outta that $5000 'til it's all used up. But he never said nothin' 'bout puttin' anything on the windshield or that we can't cancel this coverage once we buy it. I did mention that I wanna check with my insurance company to see if I really need this coverage. So we left not long after that. A week later, we drove to Illinois and guess what? Our windshield got cracked. So I called my insurance agent and she said I already got full comprehensive coverage for windshields, no deductible, and I don't need this PermaPlate thing. My insurance company fixed the cracked windshield for free. I tried callin' the dealership, but the person I needed to talk to was on Christmas break. Finally, I talked to the Dealership's Finance Manager and that's when he told me they put somethin' on my windshield and once it's on, I can't cancel the policy. But we had no idea they were puttin' anything on our windshield when we were in the Finance Office. So now we think we should be able to cancel this "policy" and get a full refund 'cause they sold it to us under false circumstances. I argued with the Manager and hung up on him when he said there's no one else to talk to 'bout this issue. Can someone please help me out?

On 9/19/2022, I took my *** Toyota Tacoma TRD Sport Prerunner 2WD Long Bed to Mountain States Toyota for service. I knew about a recall from 2014/2015 regarding the leaf springs, so I told the service person that I had already taken care of it with an authorized and certified vehicle spring/suspension specialist (Aftermarket). These leaf springs were customized and upgraded for safety. I only approved the battery cleaning and an oil change, so I picked up my vehicle thinking they hadn't touched anything else. I didn't bother checking underneath. But on Oct. 2nd, 2022, while cleaning my vehicle, I noticed that the rear leaf springs were not the ones I had installed. I contacted Mountain States Toyota and asked for a call back. They never called, so on October 3rd, 2022, during business hours, I followed up with them three times. At first, they said the manager was busy, then they said *** was out of the office and no one could help me with this issue. Unfortunately, I don't have good pictures from before the service, as I didn't think it would be a problem. The pictures I do have show that the leaf springs were not black painted. And I can see that the leaf springs were replaced because there are still UPC stickers on the Bolt.

On top of this, the service offers a free vehicle inspection where they check the Engine Cabin Air Filter and the In-Cabin Air Filter. Normally, the technician takes a picture and adds it to the inspection report. But this time, they didn't take a picture and reported that the Engine Cabin Air Filter needed to be replaced, while the In-Cabin filter was fine. However, when I got my vehicle back, I checked these filters myself because it doesn't require any special certifications. The In-Cabin filter was dirty and needed to be replaced (based on past vehicles I brought in where they recommended replacement, even though those filters were in better condition).

I bought my 2018 Toyota Rav4 from Mountain States Toyota on 8/15. R S was my Finance Manager. At first, I got a low-tier Extended Warranty package with the Toyota Extended Warranty, Ding Shield, and IDentity Protection. But then, on 8/27, I went back to cancel all three warranties. I signed a Warranty Cancellation form with the finance manager who helped me. He said it would take 8-12 weeks to process. The 8-12 weeks passed, and I contacted the same finance manager. R told me he couldn't check the status and gave me misleading information to discourage me from pursuing the issue. I had no choice but to wait longer. After about 4 months, I contacted Sonic Automotive, the parent company of Mountain States Toyota. They seemed helpful at first and asked for the VIN, but it's been almost a month with no further contact from them. The finance manager at Mountain States rarely communicates unless I message him persistently. On 12/22, he asked me to fill out the cancellation form again because it wasn't received originally. He said it would be sent directly to the appropriate department this time. I sent back the signed form and a picture of the vehicle's current mileage on 1/5. The refund still hasn't been processed, and there's been no new communication from the loan officer. I've contacted him again, and I'll update if he says anything meaningful. It's been about 5 months, and there's no sign that the cancellation request is being processed. I canceled within the allowed period for all three warranties, and the Finance Manager didn't dispute that I signed the form or the date. So, I expect a full refund as per the warranty cancellation terms. The refund should go to the lien holder of the vehicle, ***. Mountain States should have this information as they facilitated my loan. I can provide it if needed. I'm filing a ComplaintsBoard.com complaint because I know companies can be held accountable for this kind of behavior. Since this process has been so slow, I'm worried that it'll be August again without any resolution, and my options may be limited. I'd really appreciate any help you can provide.

When I bought my car from Mountain States Toyota, the salesperson, Nick F, was really unprofessional. He rushed me when I asked questions and didn't seem to care about my best interests. He just wanted to go home and play video games with his family. I insisted on getting Gap insurance, but he refused over and over again. He said his bosses would be mad if he sold it to me. He got even more annoyed when I explained that I wanted Gap insurance because of my past experiences. He only cared about himself. I should have left right then, but I wanted to give the dealership a chance. That was a big mistake!

At the end of the transaction, I asked Nick if he needed my paystubs, but he said no. It seemed strange, but I guess he just wanted to go home and play his video games. The next morning, I noticed a leak under the car. When I drove it to work, which is only 2 miles away, the car started smoking and making a strange noise. I had to pull over because I was afraid the car would catch fire and cause an accident. I almost died, and I hadn't even had the car for a full 24 hours! It was Christmas day, so the dealership was closed. But the very next day, I called and spoke to the sales manager, James L. He was no help at all. I asked if I could return the car, but he said no. It was still within 3 days of the purchase, and the problem happened the next day. They should have fixed the situation, but instead, he blamed me and left me on my own. Every mechanic I showed the car to said it wasn't my fault and that the dealership had ripped me off. They said I could try using my extended warranty, but guess what? The bank hadn't accepted my deal because I hadn't submitted my paystubs. Nick should have taken them when I told him about it, but he was too busy playing video games. So now I'm stuck without a car, struggling to get a deal accepted on the dangerous car they sold me.

Oh, and that's not all. The radio system stopped working just 3 days later. But honestly, that was the least of my worries. Trying to get in touch with James was nearly impossible. He never returned my emails or calls. This dealership doesn't respond to serious issues in a timely manner, and they clearly don't care about their customers. They also don't disclose the extent of the existing problems. I had to call a tow truck multiple times for a car I hadn't even driven for 20 minutes. It's ridiculous! They've messed up my finances, but I'm lucky I haven't crashed into anyone or anything. I should have gone to Carmax, but now I have to deal with lawyers all day. Save your money and go to a different dealership. They're not worth it!

I just bought a car from Mountain States Toyota. I called my bank to make sure the loan process was finished, and they confirmed that I have a loan on the car. However, I started receiving aggressive emails from the dealership, and a man yelled at us on the phone, claiming that we never contacted the bank and that they didn't receive payment for the car. Now, the dealership is threatening to repossess the car tomorrow, even though I have a loan in my name according to *** Credit Union. They keep sending harassing emails and making threats about damaging my credit. They even left a voicemail of a man yelling at my pregnant wife. It's frustrating because I have a loan on the car, but the dealership wants to take it back. You can find the emails below.

*** via *** Thu, May 21, 2:28 PM (3 days ago) to ***, ***, ***, Paul ***,

We've been trying to reach you through text and voicemail to schedule a welcome call for the loan to be finalized. We even left a message with your receptionist at work, providing the necessary phone number and account number for the interview. Since you haven't called to complete the welcome interview, I have to ask for the vehicle back. If you don't comply, you'll lose your down payment and have to pay $3100 for the negative equity on the truck you traded in. Please return the vehicle by Friday, 5/22, to avoid additional penalties and costs.

Robert *** Finance Director Mountain States Toyota ***

Dr. *** Thu, May 21, 8:25 PM (3 days ago) to Robert

Hey Robert, how's it going? I can try to swing by this weekend if that works for you guys.

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***, Robert G. via *** Sat, May 23, 9:14 AM (1 day ago) to me

You were supposed to bring the vehicle here by Friday. Yes, bring the vehicle here today.

From: Dr. *** Sent: Thursday, May 21 8:25 PM To: ***, Robert G. Subject: [SUSPICIOUS MESSAGE] Re: INTERVIEW for the lender Sonic Automotive Notice: This email is from an external sender. Please exercise caution when opening attachments or clicking links.

*** Resident Sat, May 23, 3:55 PM (1 day ago) to Robert

Hello, if Friday is better, I can do that.

Sent from my ***

***, Robert G. via *** Sat, May 23, 6:20 PM (1 day ago) to me

I will be putting the vehicle out for repossession. You will be charged for that, along with other fees, and it will go on your record.