Complaints

This profile includes complaints for Bel-Air Automobile Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Bel-Air Automobile Inc. has 4 locations, listed below.

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  Bel-Air Automobile Inc.

  450 McArthur Avenue Ottawa, ON K1K 1G4

• 

  Bel-Air Automobile Inc.

  2035 Mer Bleue Road Ottawa, ON K4A 3T9

• 

  Bel-Air Automobile Inc.

  435 McArthur Avenue Ottawa, ON K1K 1G5

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  Bel-Air Automobile Inc.

  435 McArthur Ave. Ottawa, ON K1K 1G5

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:06/12/2023

  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.

  We purchased a Rav-4 from Bel-Air on October 23, 2019 at a cost of $40,000.82. We also purchased a 3-year extended warranty for $909.00 plus tax. Approx. one year after the extended warranty expired, the centre console the large screen in the centre of the dashboard -- which provides access to the radio, music, podcasts, connection to iphone, backup camera, energy use information, etc etc -- completely failed i.e. simply went black. The mechanics at Bel-Air have provided no explanation. We are told by BelAir and Toyota that it is out of warranty. A new replacement console, we are told, would cost us $4834.48 plus tax! We are offered a used part with a more limited warranty (exact length unclear) for $975. All indication are that this failure is connected to battery failure/draining problems experienced with this vehicle within warranty which are clearly the manufacturers and dealers responsibility. We have therefore asked that this repair be covered at no cost. Both the dealership and Toyota have simply rejected this and we believe, have failed to take responsibility for this manufacturers defect.The centre console is not a part which suffers wear and tear like the engine parts, steering, brakes etc. It is simply unacceptable that a non-consumable component marketed by Toyota and Bel-Air as a major feature of this vehicle (which it is) should simply fail so early -- and without any explanation from their mechanics. It is clearly a faulty component, and the failure is linked to a within-warranty failure of the car's battery and related repair/reprogramming.

  Business Response

  Date: 28/12/2023

  Good evening ******************,
  
  Thank you for your patience in this matter. You may not be aware, however, as a franchised dealership of Toyota Canada, it is our obligation to ensure that all repairs that are needing to be performed are in accordance with the warranty policies set out by our manufacturer, not doing so is simply not an option. This is not because I, nor or employees do not want to help or assist you, it is simply that we do not have the ability to perform these repairs under warranty.
  
  It is not in any of our best interest to decline service to a customer and make them upset with our company. There is no winning in us upsetting a customer, however this major repair is not covered under warranty,as it falls very much outside of the warranty parameters. As for the cause, it is a closed unit and it is impossible for ************** to note what occurred in the radio head unit itself, other than a internal malfunction. The radio manufacturer would be the one who could state what occurred once they receive the radio back and physically opened up and tested the unit.
  
  I have taken the liberty to have a look at all your vehicle history and have attached them for your review. We have seen the vehicle 3 times since the warranty period ended and no mention of any defect was noted until the latest visit in November 2023.
  
  To address your concern on the used unit, typically they offer a one year warranty on the part, however, since it is an electronic part I would need to confirm this as I am not in the office at the moment. The new part would have a 2 year, 40,000km warranty with Toyota ******.
  
  Please note that when I return to the office on January 4th,I would like to have a phone conversation should that be convenient for you. I would like to discuss the option of performing a customer relations case with ********************** ******. We would state the situation at hand and ask for financial compensation. There would be an offer presented by myself representing Bel-Air,we would ask for Toyota ****** to match our offer, and the remaining balance would be owed by yourself. Should this be accepted by Toyota ****** customer relations, we would have 35 days to perform the repairs. I do not have any part numbers at home to give you an idea of the cost break down, but as a general idea, it would most likely represent you needing to pay 50-60% of the invoice,however this does vary.
  
  We will send our response to the BBB that the vehicle is beyond warranty parameters and close the case on our end, however, please advise me if you would wish to explore this option of performing the customer relations case. Please note I will be out of the office until the 4th of January and will not have access to my emails. I wanted to ensure that I responded to your email prior to departing. I will be in touch upon my return.
  
  I hope you enjoyed a wonderful holiday season!
  
  Sincerely,
  
  
  
  Josianne Parent
  Bel-Air Automobiles ****
  ************
  www.belairtoyota.**