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:12/08/2024

  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.

  This is about a repair which should be under Toyota's extended warranty due to its nature. (Latent Defect). Tony Graham Toyota held hostage of my vehicle, then forced me to pay the amount despite the fact that this is a common problem and has been fixed free for so many times as per *** (Service Manager). who happened to change his course of action to hold hostage my car and charge me. I talked to many RAV4 owners, I.I.A for example, had the same issue and get it fixed for free at 163K. *** did not act professionally. He did tell me this issue falls under warranty and then he changed his mind giving me excuses and decided single handedly to charge me. Second, it took so much time, it amounted to seizure of asset. Third, the technician when printing and charging me said " how come you were charged for this?" She was appalled and told me she cannot close my file because she needed an override and called ***** to override. I would like them to correct their mistake.

  Business Response

  Date: 12/08/2024

  hello,

     I am surprised to see this case come up. Ideally, when we help someone out, especially with Goodwill, it is appreciated. I would like to begin by pointing out we are a Dealership and any warranty or Goodwill requests need to be considered by Toyota Canada via a Case that is put in. I will provide the events as they folded:

  Friday, July 19th vehicle was brought to the dealership as a No-Appointment with the Hybrid lights illuminated on the dash. Important to note we have never seen this vehicle here prior to this visit,nor has the vehicle been serviced at any Toyota dealership in its history .  Vehicle was assessed by the technician later that day, and it was confirmed the vehicle requires the Hybrid Harness, something we suspected.  I called the customer and gave him the results, and explained that the warranty coverage for this had been extended to 8YRS/160,000 kms, and seeing that his vehicle had ******* kms, I would put a request to see if we can get this covered or at least get some assistance.. Case was created Tuesday the 23rd. Customer was made aware that these cases can take a few days to get a response . Customer called multiple times to see if we had received an answer yet. I did tell him if he wants to authorize the repair, we can get this started, and if there was any assistance, at least we can proceed so he can get the vehicle back sooner, but he chose to wait until an answer was received by Toyota Canada. We at no time "seized his asset" or kept his vehicle here "hostage". On Aug.01,2024, Toyota responded that they would offer some assistance. The original estimate we provided, out of Warranty was for $6151.50 plus tax. Toyota Canada provided Goodwill and the customer would have to pay $2704.00 plus taxes out of pocket. I relayed the info the customer and he authorized and accepted the Goodwill offer( see attachment #1).    I proceeded to order the required parts, and they arrived Aug.6TH at 11:03 (see attachment #2)  . The technician started the repair that afternoon and completed it the following day around ****. We reached out the the customer to let him know the vehicle was ready.

  Thank you, ***
  

   

  Customer Answer

  Date: 12/08/2024

   
  Complaint: 22127676
  
  I am rejecting this response because: As opposed to what the dealership says in their response. They clearly refer to  $2704.00. Add oil change to it, it makes 2800. which I was forced to accept. Yet, the bill is way over *****. as the respondent clearly stated to me in person, the mileage has been within ***** period (under warranty coverage). For sure, they will have an excuse to bill as such. In no way a paying customer should feel or forced or implied to feel grateful. On the other hand, double standards will be always highlighted. We are mature enough to distinguish a goodwill and forced "goodwill". 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 13/08/2024

     I WOULD LIKE TO CLARIFY SOMETHING....The mileage of the vehicle is OUT OF THE PARAMETERS, although not by much, IT IS OUT OF THE PARAMETERS.   Secondly, as the email clearly states that the customer has attached, the $2407.96 plus the oil change, and the pre-authorised diagnostic of $169.95 when he dropped off the vehicle, you have the add the TAXES, clearly noted on the email. 

  $2407.96(goodwill portion) + $86.93 (oil change) +$169.95 (diagnostic)= $2664.84  PLUS TAXES ($346.43)= $3011.27...  His invoice was $3040.57...I will refund the difference of $29.30 to his credit card.

  I understand he is upset of the charges, I would be too, we worked hard to get him the assistance. If he wants to continue this, he can call Toyota Canada at **********, follow the prompts for Customer Relations, and they can assist if more assistance can be given. 
  

  Customer Answer

  Date: 19/08/2024

   
  Complaint: 22127676
  
  I am rejecting this response because:
  From the beginning, Tony Graham Toyota has been inconsistent and inaccurate with the information they have provided. They told me the car would be covered under warranty. They did not cover. They told me the car would be ready in a few days, it took 3 weeks. They told me this is a common problem and there was a class action suit, therefore, at least as a goodwill gesture, Toyota will cover that etc etc.I had to  agree to pay *************************************************************************************** exorbitantly. They failed to provide accurate and consistent information. Lastly, the servicewoman herself admitted that the case must have been covered by warranty and could not print the bill and it had to be overwritten by ***** to charge me. It is clear they lack basic tenets to treat their customers, they benefit from customers' vulnerabilities. 

  I will gladly elevate this communication with Toyota ******* 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:14/02/2024

  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 2023-11-24 I took my new car for its first maintenance at **** Graham's garage. My original tires had already been switched to the winter set and I did not bring them with me. My tire light had been on since the switch but I asked to have the new set of tires programmed. I was told that the cost would be a maximum of $49.95 if the codes were not already in their system, so I agreed to have it done. When I picked up my car, I was charged $49.95 for the **** programming twice, once for my winter tires and once for my summer tires. I debated that I did not agree to the second charge when I dropped off my car and that I had no issue with the **** light while my summer tires were on. I was told that if I didn't pay the full amount I could not get my car back.I wrote a negative review on their website and my contacted by one of their rep who agreed to refund me the extra $49.95 plus taxes and to give me a guarantee that if I have problems with the **** on my summer tires it would be fixed without any cost to me. It has been over 6 weeks now and he is no longer returning my calls or e-mail and I don't have my refund of the guarantee.

  Business Response

  Date: 15/02/2024

  Hello,

        Thank you for this. The customer is absolutely correct that we double charged him, and this was not intentional. I have tried multiple times to reach him and have been unsuccessful. First time was after his ****** review and I spoke to his dad who told me to call the cell #. I did so and left a message. I also texted him and emailed.

  I have attached all my attempts to fix this:

  attachment #1  shows my text dated Dec.20,2023

  attachment #2  shows the note I put on file that he has a refund in case he calls anyone can do the refund

  attachment b#3 shows his ****** review , where he stated we should gave had his data for the tires. Car was purchased at our sister dealership, but his tires and rims were purchased elsewhere.

  attachment #4 shows my email to IT to respond to the ****** review.

  attachment #5 is the ***** had opened jan.4th showing the refund.

     ****************** needs to call in and the refund can be taken care of over the phone. He can refer to R/O ****** when he calls and the refund can be processed over the phone.