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:03/09/2024

  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 28 Aug 2024, I dropped off my car at Toyota Kanata. The windshield was in perfect condition with no cracks. However, after paying my bill and walking out to my car, I was shocked to find a massive crack that was not there before.I returned to the service desk and attempted to address this issue with the assistant manager. Together we checked security footage and found the moment I drove into the garage to drop off the car. Although it was evident the windshield did not have a crack, the assistant manager blamed the reflection in the video for us not being able to see it. I asked him if he actually had seen the crack in the windshield and he said no, so I brought him out to have a look.After seeing the severity of the crack, he told me the car was dropped off with a minor crack and that the technician had marked it on the initial inspection form. This is false as I was present during the initial inspection and the technician who carried out the inspection never pointed out any damage to the windshield. Furthermore, I was not made aware of this initial inspection form until after I saw the ruined windshield.After a lengthy discussion with the assistant manager, he sternly stated that the car was dropped off with a damaged windshield and the crack grew during the servicing. Therefore, nothing could be done and it was 100% on me to replace the windshield.On 3 September, I got the windshield replaced at Go! ******************* (**************************************). It cost me $565.00

  Business Response

  Date: 24/09/2024

  Hi,

  I attempted contact with the customer after seeing his ****** review and did not receive a response from either voice mail or email. We see no evidence on CCTV that we damaged the windshield and it most likely occurred or got worse when vehicle was hoisted (which we have to do and will not damage a windshield if it is in good condition) The vehicle was in for a provincial safety certification and we flagged the windshield as a fail because of the crack, this was noted on the work order. While a crack getting worse when we lift a vehicle is not our fault it is understandable how a customer would be disappointed and can be a cause for dispute, therefore as a goodwill gesture we will reimburse him for the windshield.

  If the customer will reach out to me I can arrange this.

  ***** *****

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

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

   

   

• Initial Complaint

  Date:10/05/2024

  Type:Billing 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.

  Kanata Toyota service technicians completed a repair under warranty to the air conditioning in my 2021 Tacoma truck in the spring of 2022 when it was about a year old. Later the air conditioning stopped working and the vehicle was brought back to Kanata Toyota in May of 2023. They charged me around $170 for a diagnosis and quoted ~$2,600 for a air conditioning repair. When I asked why the air con needed work so soon after the previous service they shared the issue. It appears that when they completed the warranty repair in 2022 they pushed a part of the air conditioner in against the bumper causing the air conditioning to fail again. I tried to seek a resolution with the business but they swear that they would not have done that and that the part of the bumper it was pushed against must have been installed after their repair. The bumper part was installed in September 2021 well before any of the work completed by Kanata Toyota. I shared the invoice showing the installation date for the bumper and the business stopped responding. I responded to a Toyota Canada survey about my experience requesting further communication and was ignored.

  Business Response

  Date: 21/05/2024

  To whom it may concern,

   We carefully reviewed the failure condition; declining warranty coverage is never something to be considered without strong reason. The first failure was due to a leak from the dryer attached to the ** condenser, this was a clear factory defect. The second failure occurred because there was contact between the non-Toyota accessory skid plate installed on the vehicle and the condenser causing it to rub through the surface of the condenser. According to the customer supplied records the skid plate was installed prior to the first repair but there is no  way we would have been able to install the condenser if the skid plate was in the position it was in when the second failure occurred. We suspect that in the 10 months and approximately *****km that elapsed from the time of initial repair that the skid plate got pushed back into the condenser by some means. The charge to the customer for inspection is a small amount and if it settles this complaint we would refund him as a goodwill gesture. This in no way would mean we are responsible for the repairs as we stand behind our findings. Basically if this is all over $ ****** we would refund.

  most Sincerely

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

   

   

   

   

   

  Customer Answer

  Date: 28/05/2024

  Complaint: 21693257
  
  I am rejecting this response because: The business response is counter to what was communicated to me at the time of the inspection. They were confident that it was improper installation and only now after my BBB complaint are they acknowledging the proof I provided about the ** work being done after changing the skid plate installation. Now their story has changed to the skid plate being "pushed in" by some means despite it being designed to prevent exactly that. They also raised no issues of damage to the skid plate that could have "pushed it in". It was a very small point of contact on a piece of metal tubing <1cm in diameter that would have been very easily missed during an install. Their changing story suggests they are simply trying to avoid any sort of responsibility. Yes, I brought the truck in 10 months after the first repair but the air conditioner failed within three weeks while the truck was on a remote job site (Labrador) with no nearby Toyota dealership or pressing need for air conditioning. This is a work vehicle and for the majority (6) of those ten months vehicle was parked and not in use.
  Also, a goodwill gesture would have been refunding me before I made a complaint to the BBB, or after I provided proof of the install of the skid plate prior to the ** work. I did not appreciate how I was treated from the service manager clearly implying I was lying about the install date of the skid plate and did not receive any sort of apology or acknowledgment once I did provide proof.
  
  Sincerely,
  

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

• Initial Complaint

  Date:30/08/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  False advertisement, car was available but once I contacted the dealership this car was not for sale. That is strange because on the documents you will see a price and I confirmed twice that the vehicle was still available.Wanted to buy that car but seems impossible.

• Initial Complaint

  Date:25/07/2023

  Type:Order 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.

  On August 4, 2022, I signed a contract to purchased a car for $33,185.78 with taxes in, a deposit was given. I was never given a price update throughout the process with a lack of communication regarding pricing updates and timelines. I attempted to reach out multiple times for an update on pricing and delivery timelines, with no clear answer until the call that the car arrived.
  
  The purchase agreement was also initially signed for the price indicated. The price should therefore be honored as per the date of the initial purchase agreement, or a 2022 model year order should have been fulfilled. As I understand, this could not happen due to Toyota switching over to Model year 2023. This is ultimately not my fault my 2022 model year could not be fulfilled and the order had to be transferred to a 2023 model. Therefore having a cover the market price difference of almost $1000 (out the door price) in between those 10 months that had passed is not in good faith.
  The car finally arrived and we were told that the new price was $34,727.88. We took delivery and paid but find the practice sneaky. Strangely enough our original contract had no writting on the back but our final one does and, it is only there that it says that the contract expires after 4 months. We were not informed of that at the time of purchase.
  With the help of *** we are hoping to get the difference of the price increase refunded so that we can avoid going to court.