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:23/10/2023

  Type:Service or Repair 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.

  Most frustrating experience with their service department. Their mechanic used a random drain plug during an oil change and as clearly shown in the picture it’s striped and look nothing like the factory direct part that I had to purchase from a different dealership. Upon voicing my concerns to their management team, there was rarely a response and issue is still unresolved after almost 4 months.

  Business Response

  Date: 07/11/2023

  In regard to Ms. *** **,

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

  We have made multiple attempts to come to a resolution with Ms. ** and unfortunately Ms. ** will not accept any of the resolutions provided to her. We were very thorough in our responses to her in regard to her concern with the OIL PAN DRAIN PLUG. We offered to compensate her for the oil change service and also to have the vehicle inspected by our shop foreman. 

  We believe that Ms. ** is a product of misinformation provided to her from another service facility. We could not be any more empathetic towards her situation and have made every attempt to come to a resolution.

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

  We have every intention of working with Ms. ** and hope that she will eventually accept the resolution provided to her.

   

  Customer Answer

  Date: 10/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I had the absolute opposite experience. I had to contact the business multiple times to remind them to respond to my emails. While they have offered to reimburse me for 1 oil change, I don’t believe it is fair as in addition, I had to spend money on the part that they misused. 
  
  
  
  Sincerely,
  
  
  
  *** **

  Business Response

  Date: 17/11/2023

  We will offer *** ** a full re-imbursement cheque for the amount of an oil change including the re-imbursement for the oil pan drain plug. 

  We will mail the cheque directly to her home address.

   

   

   

  Customer Answer

  Date: 24/11/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and it’s the least they can do.
  
  
  
  Sincerely,
  
  
  
  *** **

  Customer Answer

  Date: 14/02/2024

  A previous complaint was filed against Don Valley North Toyota with regarding to them using faulty part on my car. Through the help of the BBB, Don Valley have agreed to refund the cost. This transaction took place around Nov/Dec of 2023. Since, I have not heard anything further from Don Valley and have not received the refund. Please advice.

  Business Response

  Date: 14/02/2024

  We have reached out to our accounting department in regard to the REFUND CHEQUE. We will be mailing out another cheque in short order. 

  Customer Answer

  Date: 21/02/2024

  
  
  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:19/05/2023

  Type:Order 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.

  This complaint is translated by the customer's legal representative as the customer may not be able to fully express the complaint in English.
  
  Date of Transaction: Dec 9, 2022, and March 29, 2023
  Deposit Paid: $1000
  Business Commitments Broken: Delivery of car within 90 days, as per 'terms of contract broken'. ********** customer of the terms of contract via verbal communication in Mandarin. Refusing to return deposit. ********** customer of tire levy tax with an optional add-on.
  Nature of Dispute: return deposit in full via cheque, or cash
  Actions Taken by Business: refuse to return deposit
  Account numbers: not found, see name in contract
  
  I had the unfortunate experience of dealing with DVN Toyota Giessen and Vanessa who continously held my deposit ******* after the following events, and took advantage of my limited english abilities to read the official terms of the contract. ****** *** *** ******** ***** ** ********.
  
  1) ********** dealer add-ons '***** care' as a mandatory tire levy.
  2) refuse to return deposit after 3 month delivery period was reached, see terms of contract. Instead, persuaded the customer that the 6 month period is binding, which it is not after speaking with OMVIC, Ontario's Vehicle Sales Regulator.
  3) failed to inform the customer that the vehicle can be cancelled with deposit returned if the MSRP of the vehicle is increased, see terms of contract. Instead persuaded the customer to sign a new contract when the original intention of the customer was to cancel the car.

  Business Response

  Date: 25/05/2023

  Hi,

  I spoke to the customer and his friend on April 11th, they
  came in to complain about the delay of the new car.

  At first, they ********** ** **** ** ** if I don’t refund the deposit
  to them on that day.

  I ignored it and kept it professional throughout the whole
  conversation.

  Finally the client decided to keep the deal and open to more
  model and color options, that way they might have a better chance to receive the vehicle earlier.

  The salesperson also explained the ***** Care to the client when he
  sold the car and made it an option to them, they chose to buy it.

  And I explained the ***** Care again on that day, his friend
  persuaded him to cancel it.

  We did a re-write bill of sale on that day and removed the
  ***** Care, I even agreed to put a deadline on the delivery date to make the
  customer feel more comfortable doing business with us.

  If the vehicle he ordered doesn’t arrive on time, we will
  cancel the deal and refund the deposit to the customer on June 10th as per the bill of sales.

  Please let me know if you have any other question, thanks.

   

   

  Vanessa W.

  905-475-0722 ext***

  ********@*********.com