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:04/11/2024

  Type:Product 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.

  I bought my RAV4 Prime on Sept 24. I installed the Toyota Genuine Dashcam on Oct 1. Pretty soon I realized the camera is not at all comparable with other dash cams in the market. One of my priority was to work on the phone app. Unfortunately, that does not work. I have spoken to them multiple times but not able to reach a resolution. I even had an employee look into it and even they could not figure why it cannot work on the phone. I have an android and they were telling it works fine with iphones. All I want is a complete refund for a very bad product. Kindly help. Thanks.

  Business Response

  Date: 20/11/2024

  Hello, 

  We contacted the client yesterday and requested him to visit us. Client came today and we looked into client's concern about the dash camera. The client understood that dash camera is performing its intended function but is not pairing up with his phone properly. The dash camera paired up with a different phone without any issues.  

  Client is very reasonable and we are sure that this issue will be resolved amicably. 

   We are going to figure out a resolution and will discuss it with the client tomorrow. 

  Regards,

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

  Customer Answer

  Date: 10/12/2024

  The consumer contacted BBB and stated the complaint has been resolved.

• Initial Complaint

  Date:09/04/2024

  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.

  I bought extended warranty with my Brand new Grand Highlighter and I have issues with both warranty, One of roadside assistance and other is ceramic coated. When I bought it , no one explained how it work and after that i found many of scratches on car and show to dealership, second my tire flat and I call to service department and her employee said I dont have any extended warranty on my vin number . I send email to GM of Toyota, I received call from Toyota and she said our manager on vacation he will call you on Monday 08-04-2024 but I didnt receive any call from Manager. I have proof of bill and also proof of email received from Toyota no extended warranty. This dealership cheat with customer, I have evidence to show you, how he made fool to customer.

  Business Response

  Date: 12/04/2024

  Hello,

  We were talking with the client from the last few day. Finally, ****************** came and expressed his concerns. As per our opinion, all his concerns are addressed. The details are as follows:

  1) Explained to the client that he was inquiring about Toyota's ***** care protection but he has bought coverage from Avantaguard. 

  2) Apologized for the miscommunication. 

  3) Client sat with one of the Finance Managers and warranty and protection package was explained to him again. 

  4) A claim had been submitted to Avantaguard and the tire was replaced under that claim. 

  5) The client wanted two tire to be replaced. We explained to him that the other tire still had good tread so it would not be covered under the warranty. Client expressed that he would pay for the second tire. We explained that it will not be a good financial decision. Explained further that if he still wants to go ahead and replace a tire that is still road worthy and has lot of life left in it, he can proceed ahead and do it at his own cost. Explained further that replacing the second tire is not recommended by Westminster Toyota at this time. Client called a different sales manager again and expressed his unhappiness about Westminster Toyota not replacing the second tire. Explained again that replacing the second tire is not recommended by Westminster Toyota.  

  6) The car was fully detailed again for client's satisfaction. Diamond Kote application was applied again. Client was provided with an option to stay at the dealership and watch over the whole process of Diamond Kote application but the client declined. On client's special request, ************ was applied to the door jam. Interior protection was done again. All the scratches that client had brought to our attention were taken care off. This was done as a good will gesture by Westminster Toyota for client's satisfaction. 

  7) In our opinion, all the issues have been resolved except for client's request to replace the second tire. We have tried our best to explain to the client that replacing the second tire is not covered under the warranty. He can pay for it and get it done at any time. 

  Customer Answer

  Date: 15/04/2024

   
  Complaint: 21548550
  
  I am rejecting this response because:
  This sales manager ***************************** lies day one to end of our conversation, he said miscommunication, can you explain the meaning of miscommunication. Its clearly send email from Toyota and mentioned I dont have any extended warranty. 2. He offered me come at dealership gave one chance and he said you are my younger brother and he can do best for me and also he offered me  change both tire. He also offered me if I want he can replace my warranty to other warranty. I call to dealership 1 April 2024 and he denied my request and afterthat I send email to his owner and got call from dealership he said manager came on Monday and he call you. But I couldnt receive any call on Monday then I email again to owner and register complaint on BBB. Next he call me come brother gave one chance. I have many of proof against dealership how he making cheat with customer. 
  Sincerely,
  
  ********************* ********

  Business Response

  Date: 29/04/2024

  Hello,

  One of our business manager's had explained to ******************** that ********** Protection (ECP) is the technical name of Toyota's warranty. The warranty administrator was under the impression that ******************** is inquiring about ECP and communicated to him that he does not have that on his vehicle. The warranty that ******************** has is from Avantaguard. 

  This warranty company had the tire replaced on ************************ vehicle. They would not replace the second tire because it had good tread on it. We also fixed the scratches on the exterior and tail gate area of the vehicle.  

  Our business manager also explained the coverage under Avantaguard warranty. It was at no point indicated to ******************** that his warranty can be changed to a different company. 

  ******************** is more than welcome to visit us and talk to us again and we will be more than happy to discuss this further with him.

  Regards,

  *********

  Customer Answer

  Date: 30/04/2024

   
  Complaint: 21548550
  
  I am rejecting this response because:
  This person ********* told me on that day he not dealing with BBB and dont care about. He making fool me many times and also I provide proof . Im not dealing with this person if they owner want to talk with me its ok, otherwise I want to take legal action against Westminster Toyota according to Canadian law.
  Sincerely,
  
  ********************* ********

• Initial Complaint

  Date:18/07/2023

  Type:Sales and Advertising 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.

  I am writing to compliant the experience with Westminister Toyota in New Westminister, BC regarding my purchase of the ***** ***** **. I was forced to buy the Ceramic package; forced to do finance; almost bought the extended warranty without been notified, and charged me document fee for $695, and no document fee charge the same time at ****** *********. When I initially saw the car I purchased, the hood was still covered in plastic film. However, the sales representative informed me on behalf of the management that I had to buy the Ceramic package, otherwise, they would not sell the car to me. I clearly expressed to him that I did not need it and had no interest in buying it. Despite this, I was told that there was a 10-year warranty for the Ceramic package. This warranty is useless to me, as I do not intend to keep the car for 10 years. I was also forced to finance the car through ****** ******, as Westminster Toyota refused to sell me the car otherwise, despite I told them that I have more than enough funds available in my bank account. I did $20,000 finance with Toyota Finance, and been told I could pay it off after 7 months. First payment is $283.32 on June12. One of my friends told me, I could pay my loan off after the first payment without penalty. On June 21, I phoned Toyota Finance, and I got positive answer. On June 22, I paid it off with $19833.21. After I got over payment return for $21.74, plus finance fee that is $295, I paid for Toyota Finance $20389.79 include interest total. As a customer, it is unfair to be forced to buy unnecessary things and told I would not be able to buy the car unless I did. I would like to receive compensation for the unwanted Ceramic package. I request the interest $94.79, plus finance fee $295, total $389.79 money back, since I was forced to borrow money that I did not need it at all. I believe I have the right to request a refund of the dealer fee, considering that it is not charged at other Toyota dealership.

  Business Response

  Date: 31/07/2023

  Hello, 

  We apologize for not getting back to you sooner than this. We have contacted the client and wanted to resolve this issue over the phone. The client felt more comfortable in meeting with us and discussing this issue in person. 

  We have scheduled a meeting for this Wednesday at 09:15 am. Hopefully, we will have this resolved at that time. We will keep you posted. 

  Regards,

  Harvinder

   

  Customer Answer

  Date: 17/08/2023

  Hi ******,
  
  This is ******** ***. I submitted my complaint on July 17, 2023, with the assigned ID ********. I have since received a response from Harvinder, the General Sales Manager at the Westminster Toyota, but we did not reach a fair and reasonable resolution.
  
  I received a phone call from Harvinder on July 29, but I had a hard time understanding his accent, so I chose to meet him in person. At his office, my friend and I were told that he would discuss with his colleague, and would tell us what they could do. On August 5, my friend received a phone call from both Harvinder and their financial director who told my friend that $1500 was the final offer. I think this is unacceptable as I was forced to spend almost $5000 on the things I did not need at all. I do not think that is a fair resolution for me. After that call, I have not gotten any follow-up information from them.
  
  It has already been 10 calendar days, and I am writing this letter to let you know that I did ask for refund and compensation; however, it is not only about money, but also about respect, honesty, and fairness. The entire purchasing process was full of **** *** ********. The “well-trained” staff at Westminster Toyota took advantage people like me that lack knowledge of car purchasing and/or have trouble with English. I strongly believe that I am not the first nor the last person, and not the only person who were affected by this. I will keep seeking help from other sources. I will continue to protect the rights to be treated fairly and honestly for myself and other ordinary ********** like me.
  
  Thank you for your time, and if you have any suggestions or advice, please let me know.
  
  ******** ***

  Business Response

  Date: 23/08/2023

  Hello,

  We had sent a revised offer to the client and they have accepted that offer. Client is going to come on Saturday to pick up the check and sign a release of liability letter. 

  Regards,

  Harvinder

   

  Customer Answer

  Date: 26/08/2023

  
  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:30/06/2023

  Type:Product 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.

  -the date of the transaction was May 30th, 2023.-the amount of money i paid was $500 on a deposit.-the business was to provide me a ****** ****.I came into the dealership to look at some rav4s.I told the sales representative that i did not have my down payment ready yet and it would be a few weeks because i was getting a settlement from **** and i wouldn't be able to buy it till then. The sales representative told me that they could hold the vehicle for me till then if i put a $500 deposit down. we agreed on a price and on options for financing for the vehicle. Then i gave them the $500 deposit. They then tell me someone else already has a deposit on it but haven't been approved yet. They say to wait till tomorrow to see if they can get approved. The next day i get a call from the dealership later in the evening that i got my approval and can come pick the vehicle up. i remind them that i did not have my down payment yet. they call me back a few minutes later telling that i need to rush over that evening before they close and get approximately a $14000 credit card and finish the sale or they will sell it to someone else they lined up for it. I Refuse because i was told they would wait until i got my settlement, instead im told they were only holding it 1 day. Not only that but we never discussed or had i agreed to using a credit card prior nor was i comfortable with this option and at that moment i felt that i was being pressured to finish the sale. I have contacted them repeatedly to refund my deposit and they have refused.

  Business Response

  Date: 30/06/2023

  Hello,

  We have refunded the money. The refund receipt is attached. There was a misunderstanding which has now been resolved. Let us know if anything else is required from our side. 

  Regards,

  *********

   

• Initial Complaint

  Date:12/05/2023

  Type:Billing 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.

  I put a $500 deposit down for a new car around November 2021. I was told this deposit is fully refundable if I decided not to purchase a car.I have requested that my deposit be returned to me at least 3 times. They said theyll get back to me but they never have.I talked to a salesperson, around Jan 2023, said the credit department would call me back. They never did,24 April 2023 I called and was transferred to the business department. She said she would call me back, she never did.9 May, 2023, I talked to a salesman requesting my deposit, he said he would call me back, but never did.Hoping BBB, can help me get my deposit back,.Thanks

  Business Response

  Date: 12/06/2023

  Hello ******,
  
  We apologize for not getting back to you sooner than this. We see that this complaint has been closed at your end. An update on this complaint is that we had contacted the client and the deposit was refunded to the clients credit card. The receipt of the credit card is attached.
  
  A copy of the receipt was forwarded to the client and, as per the Mr. ****** communication to us, he seemed to be happy with the resolution.
  
  Please let ** know if anything else is required from our end.
  
  Regards,
  
  *********
  
  *****************************
  
  
  General Sales Manager
  
  *********************************************
  
  ************ 
  westminstertoyota.com

  Customer Answer

  Date: 13/06/2023

   
  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,
  
  *****************