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:16/06/2025

  Type:Product 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 put in the deposit for Toyota Sienna at Oct 2022 for $500. However, I waited and waited until I cannot anymore because the second kid came out. Then at late April 2025, I was contacted by *****, one of the sales representatives from the store, about a coming ******. But at that time, I have bought another mini van. I told ***** that I wanted a refund of the deposit at the beginning of May. I have waited and waited, and even arrived at the store to hand in my driver license at May 24. No response and no deposit returns after one and half month, as of today June 14. I want my deposit back!

  Customer Answer

  Date: 18/06/2025

  My full name is Shiqi Zou.

  Business Response

  Date: 19/06/2025

  Thanks for your feedback. We apologize for the inconvenience you've experienced regarding your deposit refund. Refunds for expired credit cards often need to be processed as a cheque, which can take some additional time. We want to reassure you that your refund has been processed and is on its way.
  Thank you for your patience and understanding.

• Initial Complaint

  Date:08/05/2025

  Type:Product 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:When we purchased our new car in April 2021 from Destination Toyota Burnaby and the financial manager, ******* ****, sold us an option ********************* policy. She told us that when the policy expires in 4 years, if we made no claims we would receive a $2000 refund and she wrote $2000 refund on the front page of our policy agreement. We never would have purchased this extra policy if we didn't think we would get our money back. The policy cost a total of $2527.35. She did not mention the fine print in her sales pitch. Now the policy has expired and we're are ready to claim our reward. They say we only get "the amount of the lesser of the purchase price for this plan, including applicable taxes, or $1000".So they are saying now we only get $1000.But wrote a $2000 refund in big letters on the front of the policy agreement and that was our verbal agreement. We are looking for help to get them to honor their agreement. Thank you for taking the time to read this.***** *******

  Business Response

  Date: 12/05/2025

  Thank you for taking the time to share your experience. We understand that you are already in contact with our team. If you would like to contact our management team directly, feel free to email *************************************** so we can look into the details more thoroughly.

  Customer Answer

  Date: 18/05/2025

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

• Initial Complaint

  Date:07/02/2025

  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 Feb 3 2025 I brought my ***** Accord 2012 in to Destination ********** to repair an ICBC Claim of vandalism on my car's front hood.On Wednesday Feb 5 2025 I went to pick up my car.Immediately upon inspection of my car I noticed there was a large chip paint of about 4-5 inches x 4-5 inches on my back trunk all the way down to the primer. The Accord Logo Name is also damaged.There was no damage when I brought the car in.They did not inform me that the car paint on the back trunk was damaged in their care.When I returned to the Collision Desk I explained to **** there was damage on my car and was directed to speak to the Body Shop Manager ***** Poustie. His explanation was they hand wash all their cars. He further pointed out he was not responsible for when they washed our car and the paint fell off since he claims *****'s have a paint adhesion problem. The paint adhesion did not occur in ***** Accords at all or in the 2012 year **************************************************************************************************************************** The Destination Collision Manager refuses to accept responsibility for the damage although he never denied it happened in his care.He insists that ***** has a paint adhesion problem.I tried to contact the Dealership Manager but he has made no attempt to reach out to me.

  Business Response

  Date: 05/03/2025

  Good afternoon *****,

  
  I've thoroughly investigated your vehicle's paint concern. While the trunk lid peeling wasn't visible upon arrival, I've noticed other areas showing signs of paint delamination, including both quarter panels and the roof panel by the rear window.

  
  Research confirms that ***** vehicles with your paint code NH-578 Taffeta White have well-documented paint peeling issues across multiple years and models. ***** has previously extended paint warranties for similar problems, and there have been legal actions in both ****** and the ** regarding this exact condition where paint delaminates from panels due to adhesion issues.

  
  Although the trunk lid condition became visible while in our care, the underlying delamination problem stems from a manufacturing issue originating with ************* not from our repairs or standard cleaning processes. Given that this is a factory-related concern rather than a result of our workmanship, we unfortunately cannot accept responsibility for repainting the trunk lid.

  
  I appreciate your understanding in this matter and remain available should you have any questions.

   

  ***. H

  Fixed Operations Manager 

• Initial Complaint

  Date:25/03/2024

  Type:Product 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.

  3 weeks ago I bought brand new ****** .I went there to look at the car it was all good so I told them that Im coming tomorrow to buy it.So tomorrow I went there took a look again ,it looked good bought it and went home.2 weeks later i'd went out for a drive first time on a sunny day and noticed that the front bumper was scratched and noticed that some work has been don to it . Dealerships damaged and painted the bumper they left marks of the paint on it they couldn't fix the damage so they went extra mile and cover the hole bumper with shine polish so it covers all the scratches and sold it to me as new without informing me . Next day I went there to report this , sales manager came out and started blame me for it and sad it's your problem in aggressive language it went 3 times like that so still going towards my car with no talk when he turned around towards me close to my face and yelled DONT ARGUE WITH ME out nowhere we stood there for minute steering and i sad I'm not arguing so he took some photos of the damage called another manager tot take a look and than told me with anger you have 2 days to bring the to be fixed. ****** dealership in Burnaby damaged brand new car ****** the damage blamed me for the damage Where is the TRUST where is the HONESTY .I aspect nothing more from ****** but to assess my damage and reimburse me for the dame that you caused it in a first place. thank you

  Customer Answer

  Date: 26/03/2024

  bumper damage

  Business Response

  Date: 26/03/2024

  Thank you for bringing your concerns to our attention. Please share the details with us at *************************************** so we can initiate an internal review and address the issue promptly.

• Initial Complaint

  Date:30/12/2022

  Type:Product 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.

  Hi,
  
  We purchased 2022 ****** ****** in July and passenger side window suddenly stop working today. We went to dealership right away, they did inspection and found out the window regulator motor is damaged. They keep saying it is our fault to try open window in this type of cold weather many times and we need to pay for repair.
  
  To be honest, we are very upset about ******.
  
  First, we didn’t try many times to open the window. We tried to lower the window and it suddenly stopped, so we tried to raise the window instead, then we realized it should have some problems with window, we went the dealership right away. For testing, the staff in ****** service department also keep pressing the button.
  
  Second, it is the new car we purchased on July, I was so shocked that window regulator motor will be damaged less than 6 months, how well the ****** quality is.
  
  Third, we made sure we heat the car and we removed all the snow on window before we tried to open it, staff in dealership said we shouldn’t open the window in this kind of cold weather, so it is means that ****** window can’t open in cold weather? By the way, only the passenger side window is not working, if I do something inappropriately, then should be all the windows stop working, why don’t you think about it maybe a quality problem rather than all the faults is related to customer.

  Business Response

  Date: 10/01/2023

  Hello,

   

  Thank
  you for getting in touch and bringing this to our attention. We apologize for
  any dissatisfaction you have experienced after purchasing a car from us.
  
  Our Fixed Operations Manager, L**, would like to hear from you. Please contact ****************************** *
  
  We
  value your business and want to ensure that you have a positive experience with
  us. We look forward to the opportunity to address your concerns.