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New Car Dealers

Openroad Toyota - Port Moody

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Openroad Toyota - Port Moody's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

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

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    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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    • Initial Complaint

      Date:09/02/2024

      Type:Product Issues
      Status:
      Answered
      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.
      In early September 2023, my wife had a medical appointment in *********. At that time I phoned Open Road Toyota in Port Moody and ordered a set of Bridgestone 175/65 R15 All Weather tires. The order taker said the tires would be ready for installation on October 5, 2023 at 2:00pm.When we arrived at Open Road Toyota, I was told by the service manager that they did not have the tires because Bridgestone no longer manufactured the 175/65 R15 All Weather tire.After much delay, the service manager said they could get and install a set of Continental All Season tires by closing time. I had to catch ferries back to Texada Island. I reluctantly agreed.I later found out the tires are still being manufactured.I was lied to by the service manager.Refer to email chain between BBB, Toyota ****** **** and **** do not want this complaint published on the BBB website.

      Business Response

      Date: 16/02/2024

      Unfortunately the specific tire the customer requested was not available for their specific vehicle and tire size. We were able to source a comparable tire that fit the vehicle requirements, and supplied and installed the tires. The customer agreed to these tires and the remedy provided. There is still no availability on the original tires the customer requested, so there is no alternative solution other than the one already provided and agreed upon with the customer.

      Customer Answer

      Date: 19/02/2024

       
      Complaint: 21267557

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


      Open Road Toyotas response is not satisfactory.


      The key statement in their response is: We were able to source a comparable tire that fit the vehicle requirements .
      The Continental TrueContact Tour tire that Open Road Toyota installed is not a comparable tire.


      Comparison of Bridgestone Weather Peak and Continental PureContact LS:
      The Continental PureContact LS which is used in the following comparison is superior to the Continental TrueContact Tour which Open Road Toyota installed.


      The PureContact LS is distinguished from the standard touring TrueContact Tour by enhanced performance attributes, which make it a fit for sport- and luxury-oriented, daily driver passenger vehicles.
      Source: ***********************************


      In the following comparison by Top Tire Review, the Continental PureContact LS was rated slightly better in summer and the Bridgestone Weather Peak was far superior in winter. 


      Comparison                   Bridgestone         Continental
       Feature                          Weather Peak      PureContact LS


      Wet Braking                    98.1                       100
      Wet Handling                  98.8                      100
      Dry Braking                     92.3                      100
      Dry Handling                   97.5                       100


      Snow Braking                 118                         100
      Snow Acceleration         109.4                      100
      Snow Handling               106.7                      100
      Ice Braking                      104.1                      100
      Ice Acceleration              101.5                      100


      On September 22, 2023, I phoned in an order.
      The order was made with the ****************** at Open Road Toyota in Port Moody to install on a 2017 Prius C a set of Bridgestone All Weather tires on October 5, 2023.  


      If Open Road Toyota was unable to honour the verbal contract, it was their responsibility to contact me. They had plenty of time. 


      I want Open Road Toyota to replace the Continental TrueContact Tour tires with Bridgestone Weather Peaks. 


      Kind Regards,
      ***************************

      Sincerely,

      ***************************

      Business Response

      Date: 27/02/2024

      As already stated in the original repsonse, Bridgestone Weather Peaks are not avaialbe from Bridegstone through any of our suppliers, so we are unable to provide those tires. Due to the time contraints of the customer on the day in question, we sourced the best tires readily available for their vehicle. The customer was informed that they were not the exact same as the ************* requested, but are still a high quality tire, and the customer agreed to these tires being purchased and installed on their vehicle.

      Customer Answer

      Date: 04/03/2024

       
      Complaint: 21267557

      I am rejecting this response because:

      At each stage in my dealings with Open Road Toyota in Port Moody, they have been untruthful.


      On the October 5, 2023 visit, the service manager said that Open Road did not have the tires which I had ordered two weeks prior because Bridgestone no longer manufactured the 175/65 R15 all weather tire. As you can see by the check-in and check-out time stamps on the invoice, we arrived at their shop at 12:51 and left after 17:31. During the 4 hours and 40 minutes, the service manager came back to us a number of times to update us on his attempts to locate  a suitable alternative. Finally around 4:30p.m., he said he had located a good alternative but it was an all season.
      I trusted him.
      So ask a Toyota Tire Expert.
      Because we really know tires.Source: Open Road Toyota Port Moody


      When I learned that Bridgestone made a 175/65 R15 all weather, I submitted a complaint to the Better Business Bureau.


      OPEN ROAD response to my BBB complaint:
      Again, Open Road responded with an untruth. They wrote: We were able to source a comparable tire that fit the vehicle requirements .
      I did some research to check on their claim of installing a comparable tire. It was then that I discovered the Bridgestone Weather Peak, a far superior tire to the one they installed. At the time, I was only interested in refuting their claim that they had  installed a comparable tire.


      OPEN ROAD response to my rebuttal:
      Again, Open Road responded with an untruth: Unfortunately the specific tire the customer requested was not available for their specific vehicle and tire size.  
      I did more research and discovered that the Bridgestone Weather Peak is an all weather tire and it is available in the correct tire size for my car.


      Bridgestone Weather Peak is an all weather tire:
      Best All-Weather Tires for Every Season
      1. Michelin CrossClimate 2
      Michelin is synonymous with tire excellence, and the CrossClimate 2 lives up to its reputation. These tires provide exceptional traction on dry and wet roads while delivering strong performance in light snow.
      2. Bridgestone Weatherpeak
      Bridgestones Weatherpeak is designed for drivers who demand versatility. These tires offer outstanding grip on wet surfaces and are a top choice for those living in regions with unpredictable weather.
      3. Continental ExtremeContact 
      If youre looking for sportier all-weather tires, the Continental ExtremeContact is an excellent choice. With impressive handling and stability, these tires excel in dry and wet conditions.
      4. Goodyear Assurance ************************************ WeatherReady tires are engineered to tackle all types of weather. Their tread pattern provides excellent traction and is built to last, making them a wise investment.
      5. Pirelli Cinturato P7 All Season 
      Pirellis Cinturato P7 All Season Plus tires are known for their exceptional comfort and quiet performance. They offer strong traction in various weather conditions and have a long tread life.
      Source: February 2024 Top 5 Best All-Weather Tires for Every Season
      tires-easy.com
      *******************************; blog best-all-we


       The WeatherPeak was built as an all-weather tire to meet industry severe snow service requirements qualifying for the three-peak mountain snowflake (3PMSF) symbol alongside its all-season performance.
      Source: ******************************************************


      To substantiate that this all weather tire was available for my car in **. 
      I sent the following email to 5 dealers in *********:
      Subject:  Bridgestone Weather Peak 
      Body:      Are you able to supply a set of Bridgestone Weather Peak 175/65 R15 tires for my 2017 Prius C?


      Within a few hours, I received 5 quotes confirming that the dealers would fulfill my request.
      I can forward their replies to you if you wish. 


      ****************************
      Your 1010TIRES.COM Cart 
      ******************** Buick Cadillac ***************************************;
      OK Tire ************** **
      *************************************;<*****************************************>


      My proposal:
      On September 22, 2023, I placed an order with the ****************** at Open Road Toyota in Port Moody to install on a 2017 Prius C a set of Bridgestone All Weather tires on October 5, 2023.  


      The Weather Peak 175/65 R15 satisfies the order:
      The Weather Peak is a Bridgestone All Weather tire.
      The 175/65 R15 can be installed on a 2017 Prius C.


      I want Open Road Toyota to replace the Continental TrueContact Tour tires with Bridgestone Weather Peak 175/65 R15 tires.


      Refer to the Open Road Invoice which I have included.

      Sincerely,

      ***************************

    Openroad Toyota - Port Moody is NOT a BBB Accredited Business.

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