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:22/05/2023

  Type:Customer Service 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.

  My vin is not accurate.
  The brakes and engine do not match the vin.
  If l or my local mechanic try to find parts for my Yaris its not possible.
  
  Only after replacing the parts are the dealership able to establish which parts will fit my car.
  
  Retroactively finding the part number is useless to me as the end user of the vehicle.
  
  I should not have to pay a premium for parts because only the dealership can establish, after the fact which parts will fit.
  
  A VIN should not be only usable by the dealership.
  A VIN should be an option for not being forced to use the dealership only for parts.
  The car should not have been sold to the public with a miss labeled VIN.
  
  I should not have to make a day trip to drop off the Yaris ( driving the second vehicle l had to buy because the Yaris was unreliable) at the dealership so they can take five days to do a two hour brake job.
  
  Five days because of the VIN not reflecting the actual parts on the car.
  
  I should not have to make another day trip, my business shut down again, just to pick up my car.
  
  I should have choices of where to bring my car to be fixed and what parts I wish to use on my car. I should not be forced into only using and trusting the dealership.
  
  I should be able to use NAPPA, CND TIRE, AUTOZONE, online Toyota parts but I don’t have that option.
  
  Only the dealership, and they have overcharged and taken too long to fix my car.
  
  The problem is that they have not done a good enough job with quality insurance on the vehicle production line.
  The car is suffering from a bad vin.

  

  Business Response

  Date: 26/05/2023

  Hello,
  
  We appreciate you taking the time to
  express your concerns regarding the accuracy of the Vehicle Identification
  Number (VIN) and the challenges you've faced in finding parts for your Yaris.
  We understand the frustration and inconvenience this has caused you, and we
  sincerely apologize for any inconvenience you've experienced. 

  
  At Truro
  Toyota, we take customer satisfaction seriously and aim to address all concerns
  promptly and effectively. We have thoroughly reviewed your complaint and
  investigated the issues you raised. I can assure you, your Yaris has a valid
  VIN, and any Toyota Dealership in North America should be able to order and
  supply you with genuine Toyota parts to fit it. 
  

  While we
  do recommend using genuine parts from our dealership, we understand that
  customers may have preferences for alternative suppliers. Regarding the VIN
  accuracy and its impact on parts availability, we understand your frustration
  with the limitations you've encountered when sourcing parts outside of our
  dealership. Although you have experienced challenges in cross-referencing parts
  based on the VIN, we want to reassure you that we can provide you with
  OEM parts with no issues and reiterate that we do not have
  an affiliation with NAPA, Canadian Tire or other third-party parts suppliers
  and therefore cannot speculate why they may struggle to find parts using the VIN. 
  
  Regarding
  the delay in completing the brake job on your Yaris, we apologize for the
  inconvenience caused by having to order parts from Toyota Canada. We have reviewed our internal
  processes to ensure that similar issues are addressed promptly and efficiently,
  minimizing any future disruptions to our customers. 
  
  Once
  again, we apologize for the inconveniences you've experienced, and we
  appreciate your patience and understanding. We look forward to the opportunity
  to address your concerns and work towards a resolution.
  
  ***** ******
  General
  Manager, Truro Toyota
  

  Customer Answer

  Date: 26/05/2023

   I am rejecting this response because:
  
  
  The inaccurate VIN is the issue.

  l should not be forced to use the dealership because Toyota cannot provide a VIN that follows industry standards.

   The lack of options and the extra costs associated with the lack of options are just forcing me to pay for Toyota Canada importing a mislabeled vehicle.

   I should not be forced to pay for your mistake.

  

  Business Response

  Date: 26/05/2023

  Good Morning,
  
  Thank you for bringing your concerns to our attention
  through the Better Business Bureau. We understand that you have raised an issue
  regarding the perceived accuracy of the Vehicle Identification Number (VIN) associated
  with your vehicle. We appreciate the opportunity to address your concerns and
  provide clarification on this matter.

  
  After thoroughly reviewing your complaint, we would like to clarify that
  the VIN provided to you is indeed accurate and follows industry standards. We
  have verified this information on multiple occasions and can assure you that
  there is no discrepancy or error in the VIN associated with your vehicle.

  
  We would like to emphasize that as a dealership, we do not control the VIN
  assignment process or have any influence over third-party parts suppliers.
  While we understand your frustration in trying to source parts using the VIN,
  it is important to note that we cannot speculate on why they may be
  encountering difficulties in finding parts specifically linked to your VIN. We
  recommend contacting the parts supplier directly for further assistance in
  locating the required parts.

  
  Regarding your concern about extra costs associated with the lack of
  options, we want to assure you that we strive to provide our customers with a
  wide range of options to choose from. However, certain limitations may exist
  due to factors beyond our control, such as parts availability or specific
  manufacturer configurations.

  
  We apologize if there has been any confusion or misunderstanding in our
  previous communication. Our goal is to assist you in resolving this issue to
  your satisfaction.
  Thank you for your patience and understanding. We value your business and
  remain committed to addressing your concerns promptly and professionally.
  Sincerely,

  
  ***** *****t

  General Manager, Truro Toyota

  Customer Answer

  Date: 26/05/2023

   I am rejecting this response because:
  
  
  If l was to use my VIN and order parts from Don Valley parkway Toyota using my VIN l would still receive the incorrect parts.

   The  is a Toyota dealership but would still supply the incorrect parts