Complaints

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.

• Initial Complaint

  Date:17/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On January 7, 2023, I purchased a vehicle from Toyota on the Trail. There were several lies they told me and my partner in order to get me to spend more money than I needed.
  - I was told by the sales person that it was the law to have VIN etching on all the windows.
  - I was told by the finance person that the banks were more likely to finance my vehicle if I purchased the electrical/mechanical warranty.
  - I was told by the sales person that the warranty I purchased for the windows would be transferrable if I were to sell the vehicle.
  
  I would like a refund for these items that I only purchased due to the people at this dealership lying to me.

  Business Response

  Date: 23/11/2023

  Good afternoon,

  We have taken the time to review your complaint. Etch is not mandatory for any vehicle purchase. Our documentation shows that you as a customer negotiated on our retail price of etch, which was discounted on your final bill of sale. Regarding your warranty purchase and approval with the bank, all coverage is 100% optional and is separate from the bank approval. We have signed documentation on our waiver form showing that the warranty was agreed to, as well as signed certificates and initials on our bill of sale disclosing all costs associated with these purchases. All certificates explain cancellation clauses for consumers. Please reach out to your warranty companies to confirm if you qualify for cancellations through them, as we have surpassed the 30 days cancellation period through the dealership for non-tangible coverage.

   

  Thank you.
  

  Customer Answer

  Date: 23/11/2023

  
  
  Complaint: 20885122
  
  
  
  I am rejecting this response because:
  

  I did sign for those things because I was told lies in order to get me to agree to them.

  At this point, I'm aware that the etching and warranty are my choice as a consumer - my complaint is that on January 7, 2023, I was lied to and told that etching is the law in Alberta and that the banks were more likely to approve my loan if I purchased the warranty, hence me agreeing to get them. On January 7, 2023, I was under the impression that I did not have a choice in purchasing the etching and that I would be more likely to be denied a loan had I not purchased the warranty; these lies were told to me both by the salesperson and the finance person.

  This is not an okay business practice - it is coercion and taking advantage of people who aren't assuming that they're being lied to. As a consumer, I expect to be able to patronize a business and be told the truth so that I can make informed decisions and give my informed consent when signing documents. If I am told something by someone who works there, I should be able to trust that they are being truthful.

  I would like my wasted money back, but I also would like to warn other consumers about these deceitful business practices.

  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 29/11/2023

  Good afternoon,

  As mentioned in the previous response, we provide full transparency to ensure our clients are well informed of their options. All documentation shows that optional coverage was disclosed at the time of purchasing. Please feel free to reach out to the warranty companies to request cancellation, at the dealership level the cancellation clause is 30 days.

  Thank you.
  

   

   

  Customer Answer

  Date: 29/11/2023

  
  
  Complaint: 20885122
  
  
  
  I am rejecting this response because:
  

  Lies are not "full transparency."

  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:19/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  2020 me and my wife bought a brand new 2020 4runner, the financial person( toyota employee) which sold us the vehicle also advised us to buy an extended ECP for another 3 yrs as toyota only provide 3yrs of free service (6 service) for the first 3yrs, this ECP as indicated included a lot of things and she told us that when we buy the extended ECP another 6 services is included and this service will be available to all toyota dealerships, Twice i was charge by another toyota dealership for bringing them the vehicle for service, one is with ****** ******** and another is with ****** **** ********, this charges was reimburse by the calgary trail to me after a long she said, he said and ultimately i was told that i cannot bring my vehicle to another dealership except toyota on trail, the next 4 services was done with on trail, however last sep 9 ,2023 i was told that that will be my last free service and i was charge for the oil change , i told the person that i got and extended ECP and as per the fine print oil change is included, and that another 6 services is included as the financial adviser of toyota that had told us,but still they told me that they know nothing about it and that they will going to investigate the matter. The person who sold us the extended ECP and services product represent the dealership itself so her words is the words of toyota on trail and if they dont deliver with their words it means that they selling lies. Me and wife clearly understood her words and the important of this extended ecp and services thats why we agreed to pay and buy it. Now i feel like i was taken for a ride selling me a product that they doesnt want to deliver.

  Business Response

  Date: 19/10/2023

  I appreciate you taking the time to share your feedback and concerns regarding your extended warranty and ECP package. It's essential for us to address your concerns promptly and transparently.
  First and foremost, I want to clarify that our dealership takes our commitment to customer satisfaction seriously. We understand how important it is to uphold the promises made to our valued customers.
  Regarding the specific issue you've raised, our extended warranty and ECP packages are designed to provide long-term coverage, typically extending beyond the initial 120k or 6 years, whichever comes first. I would like to reassure you that there have been no changes in the terms and conditions of these packages.
  To provide clarity on how the ECP works, I invite you to visit the official Toyota Canada website, where you can find comprehensive information about warranty and coverage, including supplementary details: Link to Toyota Canada Warranty Information.
  We value your business and trust, and it's important to us that you have the correct information about your coverage. If you have any further questions or require additional assistance, please don't hesitate to reach out to our dealership directly. Our team is here to help address your concerns and ensure that you receive the full benefits of your extended warranty and ECP package.
  Once again, thank you for bringing this matter to our attention. We look forward to assisting you further and ensuring that you have a positive experience with us.

  Customer Answer

  Date: 19/10/2023

  
  
  Complaint: 20750863
  
  
  
  I am rejecting this response because:

  Your employee who sold us the extended warranty told us (me & my wife) that buying the extended warranty it will also give us a 2nd cycle of another 6 service and things like oil change is included for another 3 yrs or until it reach 120k /6 yrs whichever comes first.Reading the things written on your website doesn’t say it otherwise .So it’s a clear sales talk and we have fallen for this. I just hope that people can be more truthful and not sell lies to feed their families.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 21/10/2023

  Dear ****** ******,
  Thank you for your response. We appreciate your feedback, and we understand your concerns. We would like to provide you with factual information regarding your extended warranty.
  It's important to clarify that TOYOTA Platinum ECPs have consistently provided coverage for 3 years of servicing. All the details of your warranty coverage, including the duration and scope of services, are explicitly outlined in the ECP Brochure and the associated paperwork provided to you at the time of purchase. You can also find comprehensive information on our official website at Link to Toyota Canada Warranty Information.
  We understand the importance of transparent communication with our customers, and we regret any confusion that may have arisen. Our goal is to provide accurate and comprehensive information to ensure that our customers make informed decisions regarding their vehicle warranties.
  If you have any further questions or require additional information about your extended warranty, please feel free to contact our dealership directly. We are here to assist you and provide clarity on your coverage.
  Once again, we appreciate your feedback and the opportunity to address your concerns with accurate and factual information.

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Hello
  
  I visited Toyota on the Trail Feb 6 for a routine oil and filter change, and the service technician informed me that one of the shocks on my RAV4 needed to be replaced.
  
  A video was sent to me via text showing a shock that appeared to be leaking, and then I believe someone called me to ask whether they should proceed with the repair. The shocks had only been replaced six months before, so I did not get the repair done, thinking that there may be something else wrong.
  
  I have subsequently had my vehicle looked at this week by an independent mechanic, and there is nothing wrong with the shock. It is completely dry and does not need to be replaced at all.
  
  ***** ****

  Business Response

  Date: 03/08/2023

  ***** was contacted today by our Fixed operations manager ***** after reviewing the video from the service back in February. The video of the shock does show a wet streak that looks like the shock is leaking, but on closer inspection we concluded that it may have been splashed up and not coming from the shock itself. We apologized about the situation, offered to have another free inspection of the suspension with the customer so that we can all see it together in person. ***** said that she had another shop look at it and they concluded that it was not leaking so she was not interested in another inspection. We also offered for ***** to deal with ***** directly on any future issues that she may have. 

  If there are any other questions about this please contact ***** ******** ************.

  Thanks,

  Customer Answer

  Date: 03/08/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20411855, and find that this resolution is somewhat satisfactory.

  
  
  ***** ****

• Initial Complaint

  Date:27/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Toyota on the trail took a $1000 deposit from me to hold a vehicle on May 26, 2023 for the purchase of a used Tacoma for my son's 16th birthday on June 2, 2023. The bill of sale was sent to myself at 4:00PM on May 26. I signed and returned the bill of sale the morning of May 27, I had marked a couple of comments on the bill and returned it, there was also a field that I did not initial because I had not seen the document it referenced and my initials in the field my signature was requested on would have indicated that I received and reviewed said document. The sales person let me know that they could not accept a marked up bill of sale. I asked for clarification on the fields that I had marked up so that I was comfortable signing it without markup and the salesperson notified me that the truck had been sold to another client. The dealership received a bill of sale from me and a deposit and sold the vehicle regardless of those things. I have not received back my deposit and have been informed that the vehicle has been sold to another client for full price and there was nothing they could do.

  Business Response

  Date: 29/05/2023

  Dear ****** ******,
  
  We appreciate you reaching out to us regarding your recent experience at Toyota on the Trail. We understand your frustration, and we would like to provide you with a detailed explanation of the circumstances surrounding the reservation of the used Tacoma for your son's 16th birthday.
  
  First and foremost, it is essential to clarify that, from a legal standpoint, we are unable to hold vehicles without a signed bill of sale. When you made the $1000 deposit on May 26, 2023, to secure the vehicle, we promptly informed you that signing the bill of sale was necessary. The bill of sale, which outlines the terms and conditions of the purchase, was sent to you at 4:00 PM on May 26.
  
  We acknowledge that you signed and returned the bill of sale on the morning of May 27; however, you had made several alterations and added comments to the document. It is important to note that any edited version of the bill of sale cannot be accepted as legally binding. This policy is in place to ensure clarity and avoid any potential misunderstandings or disputes. Furthermore, there was a field in the document that required your initials, indicating that you received and reviewed another document. As you had not seen the referenced document, it was understandable that you did not initial that specific field.
  
  Regrettably, due to the alterations made on the bill of sale, we were unable to accept it as it deviated from our standard procedures. Consequently, the vehicle was not reserved, and we were obliged to sell it to another client who finalized the purchase at our dealership on the following day.
  
  We understand that this situation may be disappointing for you, and we sincerely apologize for any inconvenience caused. We have thoroughly reviewed the circumstances, and based on the information provided, the vehicle was not officially reserved due to the absence of the proper, unaltered bill of sale.
  
  At this time, we would like to address the concern regarding the refund of your deposit. Rest assured, we have initiated the refund process, and you should expect to receive your deposit back in a timely manner. We apologize for any delay or confusion in this regard.
  
  We would like to emphasize that our policy of requiring a signed, unaltered bill of sale for vehicle reservations is in place to maintain fairness and transparency for all customers interested in purchasing the vehicle, as well as to uphold the professionalism and integrity of our Product Advisors. Additionally, it helps to prevent any potential inflationary effects on the pre-owned vehicle market by ensuring that units are not reserved indefinitely and taken out of circulation.

  Customer Answer

  Date: 29/05/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20113543, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:18/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I purchased a 2021 Toyota Tacoma sport June 2021. A few months later I brought my truck in for a warranty work. There is a vibration and a noise in the driveline. They have told me that it’s in my imagination and that there is no vibration but further test drives with the manager he can feel the vibration and the technicians continue to say there is no issue with the truck, I have been taking it back so many times to resolve this problem the business continues to refuse to fix this issue. I’m not sure why maybe it’s something bigger than they can handle but nobody tells me anything I bought a product with a defect in it and that’s what the warranty is for is to fix the problem. I am worried when the warranty is up, I’m gonna be stuck paying it out of my pocket, I paid $45,000 for this truck, including a trade-in on a good note, the service department has been very respectful of me. I have no complaint against the people that work there. My complaint is that they’re refusing to find the issue and fix it. The second time I took it in I left it there for a month because I was leaving the country for holidays. When I returned they replaced some bushings in the drivetrain and they didn’t even take it for a test drive after they finished, I return back again with the same issue vibration and a noise they replace the transfer case after they replace the transfer case the next day I brought it back because the vibration still there and the engine light came on. They gave it back to me with the engine light on and said they had to order a catalytic converter it was defective will take about seven business days , to this date no new catalytic converter I now have 26,000 km on it never in my life I’ve had so many problems with a new vehicle. Please can you help resolve this issue.Kindest regards.
  ******* *********

  Business Response

  Date: 19/04/2023

  We invite the customer to come back in to the store to examine

  Customer Answer

  Date: 19/04/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19952686, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *********

• Initial Complaint

  Date:20/03/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On March 2, 2023 a deposit was taken from my credit card on a deal for a Toyota RAV4 through sales person * ******, there were things on the contract that he sent me that I did not agree to. * ****** told me that his boss had left for the day and that if they remove that package from the contract, then they couldn’t guarantee me the price that they were giving me. * ****** did not go through the contract with me explaining why my deposit would not be refunded nor did he explain any part of the contract just asked me to sign it and send it back to get finance in place before he left which was right away as his shift had already ended. I also had told * ****** that I needed to sell my vehicle first and I had a potential buyer that was coming to pick up my vehicle on March 3. He sent it to finance through ********. She called me and got approval to submit for credit once she called me back and said I was approved. I asked if my payment had changed all she had said was the payment was in the ballpark, but things could change when you pick it up. I asked her what the interest rate was, she would not tell me , so the dealership failed to disclose the amount of payment and the amount of the vehicles total final amount. On 3/02/23 I reached out to the dealership as I had still not heard, nor sold my vehicle, which was pending whether or not I could purchase the Toyota, they refuse to refund the deposit given, which they had pulled prior to the contract even being written I explain to them that I felt coerced and pressured into signing the documents, and that I did not agree to the final purchase of the vehicle. Therefore, the contract was not filled the sales manager refused to give me a refund saying that they did their part, and the rest was up to myself , I feel that the dealership took advantage of my stressed nature, and that I was misinformed as they did not walk me through the sales contract before signing. * is denying I disclosed I needed to sell prior to purchase

  Business Response

  Date: 21/03/2023

  Customer can continue to complete the transaction based on the signed bill of sale only.

  Cheers

  Customer Answer

  Date: 21/03/2023

  
  
  Complaint: 19623755
  
  
  
  I am rejecting this response because I cannot move forward with the purchase financially. I have explained the obvious lack of communication in the contract process and feel misguided. I believe that with the rejection of proceeding with the vehicle sale the contract is not complete or fulfilled. There must be a solution besides proceeding with the sale. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 21/03/2023

  The Bill of Sale or Offer to Purchase is the only legal document in regards to this transaction.

  Customer Answer

  Date: 21/03/2023

  
  
  Complaint: 19623755
  
  
  
  I am rejecting this response because:it is noted that this is the only legal binding document and it has been fulfilled. However it has not as my credit application would have had to have my other loan paid in full in order to qualify for said loan. Notation would have had to been provided to *** stating such to obtain approval. Please provide documents of the application request noting that no removal of the outstanding balance was required. With the wage I make plus current payments required my debt service ratio would not match which would not allow me to move forward. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Customer Answer

  Date: 22/03/2023

  From the CONSUMER:
  Sent 3/21/2023 5:36:13 PM
   
  Complaint: 19623755
  
  I am rejecting this response because:it is noted that this is the only legal binding document and it has been fulfilled. However it has not as my credit application would have had to have my other loan paid in full in order to qualify for said loan. Notation would have had to been provided to *** stating such to obtain approval. Please provide documents of the application request noting that no removal of the outstanding balance was required. With the wage I make plus current payments required my debt service ratio would not match which would not allow me to move forward. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 22/03/2023

  Here is a copy of the legally binding document

  Anything beyond this will not be considered

  Customer Answer

  Date: 22/03/2023

  
  
  Complaint: 19623755
  
  
  
  I am rejecting this response because:
  You are saying non refundable as conditions were met, they have not been as my financial ability to carry two car loans plus a mortgage etc does not exist. My TDSR would exceed qualifying percentage ratio without the notation given to the financial institution that I would be paying out the existing car loan from the sale of my vehicle which was to happen on March 03. As this did not occur I did not have funds to proceed with the sale which would render me not qualified at *** for this loan. Your employees had been made aware of the situation of the pending sale. I ask again please provide documentation for the application with details in regards to the *** loan application noting otherwise. 
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:11/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Ok i am going to start with the first initial Visit. In May 2022 i bought brand new 2022 TOYOTA CAMRY XSE AWD.
  Until the delivery of my car staff were very friendly.
  After getting the approval i found out they pulled my credit 3 times without any of my consent, i had consented for onetime credit pull, they did 3 times which had effected my credit score.
  second after all day negotiation , we agreed to install dash cam which was part of the deal. So the sales manager agreed to install the dashcam and said '' YOU WILL RECIVE A SURVEY , GIVE US 10 WE WILL GIVE YOU DASHCAM'' almost 2 week passed after delivery and i did not receive any survey and did not get any call to install my dash cam. i went to dealership , talked to the manager , he changed his words that he said '' IF YOU WILL GET A SURVEY'' when i told the Manager that there was no IF involved in our conversation, he told me i am ***** WOW. CUSTOMER IS ***** WOW. I had to fight for my dashcam.
  2nd after everything happened , i still referred my friend to buy new Toyota highlander, After knowing that he was referred to TOT by me, they lied again about sending me referral gift card.
  
  Last but not least they sold me Front wheel drive where i asked for AWD. I found out this when i was getting my inspection done. i had been thinking i have been ALMOST $45K FOR AWD. When i asked the sales guy , he said he don't recall anything. now iam stuck with FWD for winters. What a horrible experience. *** ***** *** ******* , go to TOT.

  Business Response

  Date: 19/10/2022

  Good morning,

  In response to the Customer Complaint from ****** *****-

  The documentation signed by both the dealership and customer (under ***** ******/****** *****) states the vehicle purchased is a 2022 Toyota Camry XSE. Regarding pulling credit- we do not have an indication of the customer requesting our store to only pull their bureau once. Our standard process is, we pull the credit bureau and then submit to banks to secure the best terms and conditions. 

  The customer was informed that with completion of a survey, we will give a complimentary dash camera to off-set any negative experience they felt they had with us. The survey expired and the customer did not fill it out- we, however in the end honoured the dash camera on the vehicle in good faith. 

  Our sales process asks if a customer was referred at the beginning of the transaction on our offer to purchase- you will see that the customer has signed below "NOT REFERRED". The customer he is stating he referred is ***** ********- offer to purchase attached. This too states "NOT REFERRED" with the customer's signature.

  Furthermore, attached is all documentation showing the vehicle that was purchased clearly states it is a 2022 Toyota Camry XSE. There is no indication on any paperwork that the vehicle is an AWD.

  Thank you.

   

  Customer Answer

  Date: 20/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

  The whole conversation is Wrong what I had when Toyota on trail called me after this complaint. I don’t wanna take any stress getting into this. You can keep your $500 ref. But for sure I won’t recommend anyone to Toyota on trail. WORST DEALERSHIP IN Edmonton 
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:24/08/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  Beware of this dealership, check all the details especially if coming from out of town!
  
  Purchase on August 13. 2007 Toyota Highlander.
  
  Negotiated a deal on a vehicle with 107,000 km on it. Found out the night before, after we had paid our deposit and secured the funds we needed, that it was actually 107,000 MILES (170,000 km). Drove up the next morning as planned expecting that some sort of concession would be made - even a free lunch.
  
  But no, we were told they think that they can sell it for the same price even though the mileage was almost double so take it or leave it. PLUS lose our deposit. We bought it anyway because it meets our needs, and we are really happy with the vehicle itself, but mainly because we didn't want to lose $500 plus the time and gas we had spent driving to Edmonton for our appointment.

  Business Response

  Date: 25/08/2022

  Hello,

  I have no record of this client and I do not even know what unit this is.  Please provide more information.
  Thanks

  Customer Answer

  Date: 25/08/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

  -Client name was ******* ****, my wife

  -vehicle is a 2007 Toyota Highlander sold on Aug 14.

  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 26/08/2022

  Hello

  Here is a copy of the Bill of Sale stating miles signed by the purchaser

  And a copy of a signed Carfax and Vehicle History Checklist both signed by the client stating the unit is from the USA

   

  There will be no refund issued

  Thanks

  Customer Answer

  Date: 01/09/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

  -the salesman clearly said km

  -the ad was highlighting the km, low low km.  Only 107,00 KM

  -the ORIGINAL bill of sale said km, the one the dealer is showing now says miles because WE INSISTED they correct it for registration and insurance purposes

  -the cardax progided said KM

  -once we found out it was miles we were told to take it or leave it, but we would be losing our deposit!!!!

  -the response from the dealer seems to indicate they knew it was miles, so we are just stupid for trusting them but the attached copies of their own ad says KM - was this a scam to get peoples deposits?  If they knew why’d the advertise falsely??

  -do they think we wouldn’t save all of this clear cut proof that they gave every reason to believe it was km until they had our deposit?

  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 01/09/2022

  Please see the documentation - There is no need for further action

• Initial Complaint

  Date:08/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On July 2, 2022 I put down a thousand dollar deposit on a vehicle at Toyota on the Trail in Edmonton that was subject to financing approval. I got financing approval the next day but the terms of the financing had changed from the previous day. I decided I no longer wished to proceed with the vehicle but the dealership refuses to give back my deposit.

  Business Response

  Date: 19/08/2022

  Hello,

  after reviewing the file we will refund the customer their deposit.
  Cheers

• Initial Complaint

  Date:31/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I wanted to put a deposit on a car so they would hold it so I could take it for a test drive. I live out of town and wanted the car ready with financing approval to make sure I could buy it if I liked it. They forced me to sign the bill of sale before they would start any kind of financing for me and that the deposit wasn't enough to secure the car, I have the text message proof that they forced me to sign before they would start any financing approval or any other paperwork. When I went to take it for a test drive and there were problems and broken items that would have to be fixed that were safety concerns that they did not check over on their inspection when I looked it over. The one issue would have to be fixed regardless if it was for me or the next person. They said they would fix the one item but ignored the 2nd issue. But I no longer want the car because of the issues. They are telling me I can't have my deposit back because I signed the bill of sale. They tricked me into buying the car before I even looked at it with out me realizing. That should be against the law. I feel like they are just trying to get the sale and not caring for me as their customer. I was treated very poorly when I confronted them. They told me my verbal agreement was good enough but i didn't sign the paperworks for the car yet. I just want my $500 deposit back because I am not buying the car.

  Business Response

  Date: 01/08/2022

  There was no trick

  Customer signed off on everything including the deposit is non-refundable.
  

  Customer Answer

  Date: 02/08/2022

  Deposit to hold a car to just test drive should not be non refundable and no one disclosed that it would be non refundable. Especially I'm from out of town and just wanted to look at it. All the Google reviews prove I'm right. I do not accept because I want my money back because I'm not purchasing the car. This is how they make there money by ******** customers. That's not right and should be illegal. I just want my money back

  Business Response

  Date: 04/08/2022

  Hello *****, 
  
  
  Attached to the email is the BILL OF SALE that states the customer acknowledges the agreement. The customer did come down and was fully aware of the deposit being nonrefundable. It's in big bold writing do that there are no discrepancies. When the customer arrived, they were ok with proceeding with the purchase and when sitting down with finance they had some concerns about a clutch issue. We addressed this issue and told them no worries, let us fix it! We ordered the parts and are fixing the issue they had asked for. Fast forward to a day later they asked not to go through but to transfer our car to another Go Auto location. We informed them unfortunately it seems this customer now has buyers remorse. We took the car off the market for them for an extended period of time and now seem to want to get their money back after they signed. Their deposit is transferable to any other vehicle they want from us. We would love to help them out. 
  
  
  Thank you, 
  
  
  ******* ****