ComplaintsforToyota Northwest Edmonton
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Complaint Details
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Initial Complaint
08/05/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Our vehicle was towed to Toyota Northwest Edmonton on January 27, 2023. The day after we dropped the vehicle off at the dealership we returned to grab a few items from the vehicle and found it was left outside unlocked with the alarm unarmed. We informed the service advisor (**** *****) who assured us they would not let it happen again. Then there was a gap in communication about the new parts put into the vehicle and the condition they were in. We were told we were getting a specific transmission, somewhere along the line that transmission was sent back for poor condition and another one was brought in without our knowledge. It was in such poor condition that staff had to take parts off of the transmission they removed from the vehicle to get the newtransmission in working order. We had requested to keep the original factory transmission and transfer case that was removed from the vehicle but it was left outside the shop and we were told it had either been stolen or picked up by the scrap metal collector. When my husband went to pick up the 'repaired' vehicle he immediately realized that the 4x4 had not been repaired and returned it to the shop (after paying in full for the repairs). It required a new actuator (which they could have taken from the original transmission had it not been stolen). So we again had to wait for parts to arrive. We were not offered a refund of our money in the meantime. A week or so later we got a call from the dealership asking if we had picked up our vehicle because they couldn't locate it on their lot (we hadn't). Turns out the vehicle had been stolen 4 or 5 days earlier and no one at the dealership responded to the security company alert that a vehicle had been taken. In the surveillance video itis obvious that the alarm had not been set on the vehicle and when we got the key fob back from the dealership it showed that the vehicle had again been left unlocked by staff. ****** at the dealership gave us the owner (*** ********'s) email address and told us we needed to contact him to resolve this. We sent him an email on March 15 and we got no response from him until we mentioned that we had contacted ****** ****** in a follow up email on April 27. We still have not been offered any sort of refund for the work that was not completed or the factory parts that should have been returned to us.Initial Complaint
26/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a vehicle on July 24th 2022 from Toyota Northwest edmonton. I traded in a 2018 Honda civic they said they would give me 18,000 for my Honda. That 18,000 was taken off the price of the car from Toyota but then added back onto the bill of sale. I tried asking why but they only said I owed that money and so I need to get charged for it. If the Honda was being traded in for 18,000$ I am confused why I was charged the 18,000 on top of what the new car was worth. Pink highlights on the bill of sale.Business response
07/10/2022
This problem was resolved directly with the customer.
thank you
Initial Complaint
21/05/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
On March 20, 2022 my wife and I attended Toyota Northwest Edmonton and looked at a 2022 Toyota Highlander Platinum in the showroom. I like the features and decided to order the vehicle. The sales rep, **** *****, showed us the vehicle and specifically confirmed the vehicle came with a digital rearview mirror. We chose to order the same model and trim level as the vehicle we were shown and paid full MSRP. On May 19, 2022 we attended the dealer to pickup the vehicle we ordered and discovered the price was still the same but Toyota had removed some of the features (the digital rearview mirror) that we were promised our vehicle would come with. This appears to be a bait and switch technique. The dealer showed one vehicle, accepted payment/order for that vehicle, then delivered a different vehicle with less features for the same price without notice. I called Toyota Canada (Case number *******) but they said Toyota reserves the right to remove features without updating the price or telling the customer even after the vehicle has been paid for and ordered. I would like to return my vehicle and exchange it for the vehicle I originally ordered or have the cost of the extra features refunded or have the extra features installed on my vehicle. I can provide copies of all paperwork as required.Initial Complaint
18/01/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I attended this location for servicing 3 on my 2018 Camry. They called me at work to tell me that I should get a bunch of additional servicing done, including but not limited to: - Transmission Flush - Brake cleaning - New Ball Joints, as mine were leaking The additional servicing that they performed was outrageously overpriced and not required. I prepaid for the Ball Joints, which was a saftey issue and they had to order them in and advised it could take 3 weeks to get in. I never received a phone call and had to follow up with them 4 weeks later to find out that the ball joints had arrived awhile ago, but no one bothered to call me. As this is a saftey issue, should the ball joints fail and I lose my steering, this location should have contact me as soon as the ball joints arrived. When a family member went to pick up the parts to take to another Toyota location for installation, the servicing and parts departments gave the run around as they couldn't find the ball joints that I paid for, even though they were in. Contacted the general sales manager on January 17, 2022 and he put the blame on me and also came up with excuse as to why no one called me on the ball joints. Very rude and ignorant and this was not the proper way to resolve a serious concern.Initial Complaint
14/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Nov11 Toyota Dates of Appointments I drove my 2013 Toyota Tundra to their service 6 times and the problem still exists. Nothing has changed. 4 wheel drive flashing hi/lo and ABS solid light on DAY 1) Nov 11/19 left back sensor split Prepaid $720.00 for diagnostic/sensor/labour Did electrical patch and fixed hi/lo flashing Drove 3 hours no issue 3.5 hours wasted DAY 2) NOV22/19 3.5 hours waiting DAY 3)NOV 29/19 3.5 hours waiting DAY 4)DEC 29/19 2 hours waiting at dealership after waiting 18 working days for and ordered part but they ordered the wrong part. Christmas ruined. DAY 5) JAN 05/22 Waited 6 hours to learn it’s still not fixed DAY 6)JAN 6/22 Went to Toyota at 8am and at 3pm they told me they were waiting on updates by email from Toyota headquarters and still never fixed the problem. Waited 7 hours. As of Jan13/22 my truck isn’t fixed and I haven’t got a call back because they said they were waiting on Toyota headquarters on how to proceed. * **** * **** ******** ******* *** ****** ********* *** ***** **** *** *** **** **** ** *** *** *** ****** **** **** *******Initial Complaint
18/08/2021
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I bought a car in October 8, 2016. At that time, I registered on the Extra Care Protection Program. I was told this program would provide me with road assistance for 60 months or 100,000 KM. I required road assistance on August 14, 2021. Upon calling Toyota Road Assistance and I was informed my coverage had expired on February 2021. I called the dealership and they said that the vehicle warranty started the date of the original registration of the vehicle. However, in the contract that I signed, this date appears as 00/00/00, which for me, indicated that the car had not been registered for this program, so I was confident I had coverage until October this year. Due to not having this coverage, I had to pay $157 to get assistance on August 14, 2021. * ** ******* ******** *** *** *********** **** * ****** **** * ****** *** **** *** ******* *** **** ********** *** * ******* **** ******* **** ***** **** on August 14, 2021 my car had 97,834 KM.
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Customer Complaints Summary
9 total complaints in the last 3 years.
3 complaints closed in the last 12 months.