Toyota Marin

Super Easy to Work with Ed. He was all smiles and efficent I was in and out no problems.

Very pleased with Toyota Marin. Saw a deal I couldn't pass up and decided to do a trade in. Jonathan assisted me from A to Z in a very helpful manner. Naturally it's not a quick process but the lowkey environment relieved the stress of vehicle purchasing. Everything was straight up and honest with no feeling of being mislead. Nick was also very helpful on the appraisal and loan side of things, helping to get a great interest rate. Extremely happy with my vehicle and the process involved, thanks guys!

Toyota Marin is a great location with a lot of car selection, including preowned vehicles. We were looking for a used SUV and had a trade-in and they were able to work with us in providing us the best deal possible. Omar Sahouri was excellent and provided us the best customer service. I've dealt with other dealerships and this is the best experience I've had.

Would definitely recommend checking out Toyota Marin if you're in the market for a vehicle, whether new or used.

I spent eight hours at Toyota Marin over two days with my 6-month-old, dealing with unexpected additional costs and inefficient paperwork processing. The total we ended up paying for our car about $2K more than the out-the-door quote I was given three days prior. The entire experience was frustrating and time-consuming, and I would not recommend this dealership based on my experience.

Details of what I experienced:

My wife and I received a call late Thursday afternoon informing us that a RAV4 Prime had just arrived and we were next in line to purchase it if we were interested. Given these cars are in short supply, we immediately drove to Toyota Marin to take a look.

When we arrived, we were told that a system called CDK had been hacked and was offline. As a result, it would take a couple of hours to complete the purchase. That afternoon we spent two hours at the dealership, and because the system was still down, we had to put the purchase on pause and went home for the evening.

The next morning, Friday, I returned to the dealership with my 6-month-old at 9:30 am. My wife went to work. As a stay-at-home dad, I had no choice but to bring my son with me. We ended up staying at the dealership from 9:30 am until about 3:15 pm - just under six hours on Friday alone. In total, I spent eight hours at the dealership to complete the purchase.

A few days prior to the sale, I was given an "out the door" price for another RAV4 Prime with the same trim and packages. However, after several hours on Friday, it became clear that the purchase price was almost $2,000 higher than the original "out the door" price I was given for the other car. This additional cost was associated with ResistAll Ceramic Coating and a LoJack device--neither of which I had requested. I even emailed our salesperson early Friday morning, as the original "out the door" price did include the LoJack device, which was $995, to inform him that we would like it removed/not installed on the car we were purchasing. At about 7:30 am Friday, I was told via email that the LoJack was not included in the "current paperwork."

A sales manager later informed me that the ResistAll and LoJack could not be removed and that it was part of a suply and demand upcharge. At no point was this communicated to me until several hours into the process on Friday. Most dealers simply upcharge you some amount over MSRP, but Toyota Marin gives you these "value adds." At this point, I had already been at the dealership for several hours and couldn't leave because we were midway through the trade-in and sales process. I also ran out of food for the baby, so my wife also had to bring some for us.

Finally, we worked out some details where I was still not happy with the situation but decided to proceed with the purchase since all other dealerships appear to mark these cars up about $3,000. My wife was working but needed to sign forms digitally, which didn't work. They also needed wet signatures, which they said would take 10 minutes. It took longer, and the forms were not ready for her when she arrived. She had a very short window to visit the dealership between meetings. After she left, I was then told she needed to come back again to sign more documents. This was at about 2:30 pm.

In the end, we paid the upcharge, but got a few extra accessories in place of the ResistAll.

The entire experience was frustrating and time-consuming. The unexpected additional costs and the inefficient handling of the paperwork made the process far more stressful than it needed to be. I would not recommend Toyota Marin based on this experience.

--

Updates:

June 26, 2024: Doug, the business owner replied below asking me to contact him for follow up. I can't reply directly on Yelp, but I previously called Doug on Sunday and left him a voice message; I also texted him the same day. Today being Tuesday, I called and texted him again. Given that he has not answered my two calls or two texts, I assume his Yelp replies auto-responders or an employee working on his behalf.

July 10, 2024: I finally got my deposit back after calling several times. I'm still waiting on a copy of the DMV paperwork. Given the errors I found on the DMV release of liability paperwork, there's a chance I missed something on these forms as well. I can't understand why I need to ask for these things more than once after the manager reached out to me about this review.

July 14, 2024: I finally received everything that was owed to me, including the DMV paperwork from my previous update.

The lack of urgency to resolve these lingering issues is completely unacceptable.

Doug, your Yelp responses are insincere. If you ever actually read this review, this is a situation where you should have picked up the phone and called me personally.

Toyota Marin FTW... "choose Toyota Marin, For-The-Win" is my motto. The Toyota name is synonymous with trust and reliability. Price Family has always treated us as such. That's what we call a win-win.

We were lucky enough to be working with Jay Mitchell who pulled some strings to get us where we wanted to be price-wise.

This is the fifth time we will be driving off into the sunset with a brand new Toyota... I love what you do for me Toyota.

I've been searching for a convertible for about two months now; that was in my price range and within my monthly budget, I came across a Lexus IS over in San Rafael at Toyota Marin although it was far I wanted to take a look and I reached out to the dealership and I met Luis Gonzalez, ever since I said that first hello, he was with me throughout the whole step of the way, he stayed late just for us to process the deal and to get better rates, he was willing to work over hours just to take care of us and make us feel comfortable. We ended up getting the car with no regrets and now I can honestly say I will go back to Toyota Marin if ever I need to trade-in my old car or I need to make a future purchase. Thank you Luis I love the car that we picked, there needs to be more salesman just like him who will take their time and not be pushy or overbearing just to make a sale.

Came in to this dealership as I saw they had the RAV4 prime I wanted. When I arrived the sales people continued talking for 5 minutes before one lady with short hair decided to help me another guy came behind me and she took both of us to her desk didn't even acknowledge me. She was extremely rude and this is the second bad experience I've had with this Toyota location. Left and next day had Novato dealership transfer the car I wanted from their SF location. I was treated with kindness and respect in Novato, if you want to be treated like shit and then called a million times still come here. I had input my info online, I've asked to stop the calls multiple times and almost 3 months later I received another call.

I've purchased many cars in the past and have always felt a little sticky after every transaction. So I was anticipating the same however Chris was amazing! The whole process was seamless, straightforward, and he always went above and beyond with my best interest in mind. I truly felt like I was an important customer, not just a person to sell to. I highly recommend going here! Everyone was professional, friendly, and highly communicative. I definitely trust these guys. If you're looking for a car, I highly recommend asking for Chris!

Came in for engine light found out it was just valve replacement and Took 9hrs to do a 2-3hrs job. Adviser named Gustavo Rico was also not very helpful. Promised the vehicle will be done by mid day and now it's nearly 5pm the vehicle is still in repairs
Don't come to Marin Toyota for services. Go some where else. Not only wasted money but time is a major deal.

Well I certainly didn't plan on buying a car this weekend but that is EXACTLY what happened. I knew I was in trouble the minute Payne asked if I wanted to test drive the car. It was such a wonderful experience from beginning to end. Let's be honest, buying a car is a process.... A long one at that, but the whole team worked efficiently together to get me out and driving my new car in no time. So happy with my new car!