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:17/01/2023

  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.

  I visited Penticton Toyota at the end of November to have my brakes changed as part of the loyalty program they included with the purchase of my truck back in February of 2022. I reminded the service advisor I would be traveling from out of town for the appointment and needed both front and rear brakes changed, and to make sure they would have the parts. They told me they would need to keep the truck for the full day to do the work.
  When I went to pick up my truck I was told my brakes needed to be replaced and they didn't have the parts. When I told the service technician that I had specifically booked in to have the brakes changed, and not for an inspection and mentioned the loyalty program, he had no idea what I was talking about and said I would have to call him later in the day so he could look in to the issue for me. He charged me for what I thought was troubleshooting for a different issue, but when I got home and looked over my bill I realized I had been charged for a brake inspection as well.
  I contacted the general manager, Larry, who said he would look into the issue and get back to me immediately.
  After not hearing back from him, and repeated calls, I emailed saying that if he didn't get back to me I would have to contact the BBB. He replied right away, saying I would be issued a refund.
  After a week with no refund to my credit card I once again called l the dealer. I was told a cheque had been mailed out. The address they said the cheque was mailed to was an old address, but I do still have access to receive mail there. After a full month of waiting, the cheque still had not arrived so I once again called the dealer and was directed to the service managers voicemail. After a week he still has not returned my call.
  Not only am I furious that I paid for a brake inspection I did not need but, I am also wondering how they can include a loyalty program with my truck purchase and then not honour it when I went well out of my way to go to their location.

  Business Response

  Date: 21/03/2023

  A refund for the brake service has been issued. Our business sustained a terrible fire in may 11th that destroyed our building, we were operating out of a smaller facility and short staffed, there are no excuses for the matter, simply that communication substandard on our part. There is nothing more to say about this matter. We are not disputing the customers inconvenience, and as mentioned a refund is being issued. We are not here to offer excuses, only to convey that our business has undergone substantial trauma and subsequent turmoil as we rebuild every aspect of our operation. 

  Customer Answer

  Date: 22/03/2023

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

  I am wondering how and when the refund will be issued. They had previously said they mailed a refund to an old address, but the refund never arrived and when I called to inquire they stopped returning my calls. For this reason I am skeptical the refund will actually be issued.

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

• Initial Complaint

  Date:02/11/2022

  Type:Sales and Advertising 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.

  We (My wife and I) are about to receive delivery of a new ****** car from Penticton ****** and we asked if we can get new winter tires installed on the new car as well. We emailed ****** asking for price quotes on different winter tires, I have attached that email interaction. We noticed on ******'s Canada website that they are offering a winter tire promotion where they are price matching, meaning if we find the same winter tires priced lower at a competitor, ****** can match the price (https://www.******.ca/******/en/owners/tire-centre).
  We did find a lower price for the same tires from the local ********* dealer (whom sent us an invoice, I have attached the invoice) and I forwarded this invoice to ****** to show the lower price. They then responded that they can not and will not price match. I have read their disclaimer about this and from what I can understand, no condition was violated. See attached documents.

  Business Response

  Date: 17/11/2022

  This is a simple instance, of a newer parts advisor not familiar with the program. 

   

  Our dealership has been under severe staff shortages since a devastating fire burnt down our dealership in may of this year, our parts manager has been filling in as our fixed operations manager and has been largely working offsite at one of our remote service departments. This new parts advisor should have reached out to the parts manager or myself the general manager to discuss more. This issue in my opinon is very minor and a major misuse of the resources of the BBB. A simple conversation or even call into myself could have rectified this. The customer has not taken delivery yet of their vehicle, and there is still ample time to remedy this. This is actually very disappointing that such a minor issue was brought forward to the BBB without any additional communication from the customer to their sales person, or to our companies management. If all it takes is to honor the price match, that is exactly what we will do. Easy. 

   

  thank you for your time. 

  Customer Answer

  Date: 18/11/2022

  
  
  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,
  
  
  
  ******** *****