Ryker Leach

I recently purchased a new RAV4 XLE Premium from Royal Moore Toyota and overall, the dealer could have been a lot more clear and transparent about cost details, service and warranty program terms and incl Moore Toyota and overall, the dealer could have been a lot more clear and transparent about cost details, service and warranty program terms and inclusions (electronics, power train, etc.). Costs that I believed were included came at a significant incremental cost. In sum, know exactly what you are buying into with Royal Moore or any other dealer. I also felt the financing discussions and digital signing of documents were rushed and I felt pressure to buying into the add ons. I was looking for the low pressure purchasing experience the reviews and the Costco Auto Program touted, but during negotiations, costs were explained through the lens of monthly payments and not true line item costs, which I found to be misleading. That said, I reached out to the Royal Moore team with my concerns and a Manager immediately called me back. We had a constructive conversation and I provided honest feedback of my purchase experience. Sadly, there was nothing they could do to change things, but I asked them to do better and provide a more fair, transparent and low pressure car buying experience for other customers that they deserve and that I wish I had. More

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Been looking for a Mudbath TRD Pro for a while. My wife saw it was available and so I called and spoke with Brandon English right away. Told him I would take it no questions asked but would not be My wife saw it was available and so I called and spoke with Brandon English right away. Told him I would take it no questions asked but would not be able to drive down as my wife just had her tonsils removed. Brandon went and explained the situation with his manager and they were totally understanding and we did the whole transaction over the phone including trading my vehicle in. The whole process was 100% excellent and smooth from start to finish. Once completed Brandon drove the new truck 4 hours to my house and took my old vehicle back on trade. Tell me another dealership that would go above and beyond like that, I don’t know of any. Going forward are family will deal with Brandon and the team at Royal Moore Toyota going forward. More

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Thank you for taking the time to call me today and follow up regarding my recent visit. I appreciate the direct apology and your willingness to listen to my perspective. It’s clear from our conversation that up regarding my recent visit. I appreciate the direct apology and your willingness to listen to my perspective. It’s clear from our conversation that you take pride in the cultural changes Royal Moore Toyota has made over the years, and I respect the fact that you’ve been with the dealership for six years because of that commitment. As I mentioned, the experience I had with Luis did not align with the customer-first approach Angel shared with me during my visit. It was particularly disheartening because she had just finished explaining how the dealership works to eliminate the outdated, high-pressure culture — yet in finance, I experienced many of the very tactics she said were being weeded out. This was especially frustrating because Angel had already sold me on the 1794 during our test drive; at that point, it was simply up to finance to finalize the purchase. I understand that everyone can have an off moment, and this may not reflect Luis’s character in every interaction. Still, the impact was significant. As we discussed, I recommend using this as a teaching opportunity — both to address the specific behaviors I encountered and to reinforce with all staff what professionalism looks like, what is unnecessary to say in the sales process, and how intent versus impact can affect the customer experience. You also mentioned that you would be able to send me some numbers and available vehicles later today, given how busy things are right now. I appreciate your willingness to keep that door open, and I look forward to reviewing what you send when you have a chance. Thanks again for the call and for taking my feedback seriously. I hope it helps reinforce the positive culture that keeps customers coming back to Royal Moore Toyota. TIM EVANS More

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Having served 30 years in law enforcement and currently working for one of Oregon’s largest and most recognized companies, I understand the impact that reputation and word-of-mouth have on community trust working for one of Oregon’s largest and most recognized companies, I understand the impact that reputation and word-of-mouth have on community trust and business success. My professional and personal circles are extensive, and I openly share both positive and negative service experiences. I believe it is essential that you are aware of my recent experience with Luis Lagunes, which ultimately prevented me from purchasing a vehicle from your dealership. After an excellent interaction with Product Specialist Angel Knutson, I was prepared to purchase a Toyota Tundra 1794 Edition on the spot. However, my interaction with Luis in the finance stage completely changed my decision. From the start, his demeanor was condescending. He presented initial numbers $6,000–$8,000 higher than my target, with add-ons I had already declined. Even after I restated my preferences, he offered a second set of numbers that still included unwanted extras and remained thousands above my range. This signaled to me that he was more focused on selling high-commission items than on meeting my needs or closing the sale. When discussing my trade-in, I felt that I was lowballed, with the justification being the cost of tire replacement. At one point, he stated that if I chose not to buy from Royal Moore Toyota, I would essentially be “taking a gamble” with Ram trucks due to their platform rear light issues and recalls. While competitive comparisons can be appropriate, the way this was delivered felt less like a helpful warning and more like a pressure tactic. His parting remarks — “I guess I better go get your keys” and “Well, I guess you can go buy your Ram now” — were sarcastic and dismissive. This not only undermined the trust Angel had built, but also left me feeling disrespected and unvalued as a customer. In just 20–30 minutes, the goodwill and intent to purchase that Angel had cultivated were erased. I share this feedback because if similar interactions occur with other customers, it will result in lost sales and long-term loyalty. More

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