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Business Profile

New Car Dealers

Charlesglen Toyota Ltd.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:24/09/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    When I purchased my vehicle from Charlesglen in 2020, I purchased extra care protection which cost around $1400. One week ago, I came to ******** to do the service and was informed that my extra care protection was expired last month. For this reason, I have to pay $80+Tax for oil change.I am confused about this so I called Charlesglen, and their service department told me that service advisor should tell me when my extra care plan expires via email or mark on the service document I signed when I dropped off my vehicle last time. For example, I did my last time in ******** at the beginning of 2024, their service advisor should have duty to let me know my plan would expire on August. Charlesglen told me that this is a part of customer service. At their store, they followed this practice. If I knew my extra care plan expired last month, I definitely would come to store last month to avoid unnecessary cost as one month didn't make any big difference. However, when I stopped by ******** store at the beginning of this year, no one told me about this. To solve this problem, I contacted ******** service assistant manager. He told me they run a report twice monthly to verify what services have been completed and how many services are unclaimed so that we can reach out to those customers and have them booked before the extra care protection expires. Since my vehicle was purchased at Charlesglen Toyota, my vehicle is not a part of their report. One thing is certain both stores confirmed they have duty to inform the client when the plan will expire when the client did the last service before expired. But now, both stores passed the ***** Regardless of where I purchased the vehicle, I believe one of them is responsible for informing me. Unfortunately, I did not receive any email, letter, or call from anyone regarding this matter. In the light of foregoing, I request BBB to solve this problem for me and ask them to refund $84(GST included) to me.

  • Initial Complaint

    Date:18/09/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The date of the occurrence was sept 14 2023. I had dropped my vehicle off for a car alignment but when I went to pay the bill, the service advisor told me the total was $190 from the initial $160. The reasoning for the price discrepancy was because the added on supplies fee. When I pushed the advisor for more details regarding the supplies used, he stutters and lists off car mats, rugs and etc. this wasnt the first time this dealership tried to charge me for supplies used for a job. During my last alignment, at this dealership another advisor tried to charge me the supplies fee, but after asking what type of supplies were used, the advisor talked to the mechanics and came back toe to wave the charge as he said no supplies where used. Knowing this fact, the advisor **** was uncompromising regarding the supply fee, even though during my last visit another advisor noted they didnt use supplies for alignment

Charlesglen Toyota Ltd. is NOT a BBB Accredited Business.

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