Reviews

This profile includes reviews for OpenRoad Toyota - Richmond's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  OpenRoad Toyota - Richmond

  13100 Smallwood Pl Richmond, BC V6V 1W8

• 

  OpenRoad Toyota - Richmond

  13251 Smallwood Place Richmond, BC V6V 1W8

Review Details

• Review fromLinda Z

  Date: 11/10/2024

  1 star
  As the guardian of my 18-year-old nephew, I was helping him look for a Toyota RAV4 to buy. He informed me that he had put down a $500 deposit at Open Road Toyota in Richmond Automall to hold a vehicle until we could test drive it. He scheduled a test drive for Saturday, October 5th, 2024, at 2 pm. However, on the day of the appointment, he received a message stating that the car he had put the deposit on had already been ******* nephew explained that his sales manager told him the car was sold because they didnt believe we were serious buyers. The whole reason we placed a deposit and scheduled a test drive was because we were interested in purchasing the car. When we arrived at the dealership, we asked for a different salesperson and explained the situation to the person at the front desk, who mentioned that the original salesman had a stroke the previous day. While I sympathized with that, I couldnt understand how the car was sold the very next day.When we finally spoke with the salesman, we asked why he requested a deposit if they were going to sell the car without confirming our continued interest. His response was, "I asked for a deposit to hold the car." To which I replied, "Exactly! And you sold it. Is this how you run your business? I certainly wont be trusting you." He didnt apologize, nor did he immediately return our ********** was clear they werent taking us seriously. Losing a customer may not have mattered to them, but it was enough for my family to decide never to deal with that Toyota dealership again. We ended up going to **********************, where we bought a car and received much better treatment. The key takeaway is that there are dealerships out there that treat you like a person, not just a number.

• Review fromSukhman J

  Date: 25/04/2024

  1 star
  I bought a car in late December. According to the salesperson it was a loan someone had cancelled. It had near 9000kms on it. I paid more than a brand new car for the same model. I was told supply/demand its going to take 3 years for you to get a new one. I needed a car and they told me it was in perfect condition so I accepted. I was then taken to second person who helped with the contract of the purchase, Toyota advertises 7.49% on their website for loans however I was quoted 10% later 9.5%. At this point I was told I can renegotiate with the bank after I get my lump sum payment from icbc for my old car which was deemed to be a total loss. (My fault for not knowing better, but there should be some integrity in this role)I was given a discount as well for a service package for parts and labour. (Discount taken off the car of course) I totally understand this Ive worked in sales before as well. No problem. I was able to drive the car home that night. The next day I saw a small piece of white wrap usually on new cars stuck on my bumper (I have pictures if needed). I immediately took it to the dealership because I couldnt peel it off. They used a heat gun and damaged the plastic then tried to play it off saying this is a used car anyways its old already 9k kms. Which infuriates me because I paid more than a new one. Then they offered to touch it up the following week. They did a terrible job and at this point its too late for me to return it. Several months later I bring in my car as part of the service package and now Im told parts are NOT covered. Overall terrible experience, manager wont even come see me face to face, I am forced to write bad reviews and come to better business bureau to warn others.

• Review fromMary S

  Date: 31/12/2023

  1 star
  Absolutely the worst customer service. I bought a used vehicle, they replaced the grill for me that was chipped but when I went to pick up my car from them, I noticed a crack on my bumper. After asking multiple employees what happened, they all denied and refused any accountability. Instead, they made me wait 2 hours without any acknowledgment, finally when the "manager" came to talk to me he said I had to write an email to the body shop they took me vehicle to and explain the issue. He also walked away from me multiple times, telling me "bathroom" or "other customer im dealing with" and left me again to wait. Absolutely disgusting and unacceptable behaviour. They lied about the car information, and then damaged my new vehicle and took no responsibility. I would never recommend this dealership to anyone.

• Review fromCarlos G

  Date: 19/09/2023

  5 stars
  Ive been the customer of ********************************************* for almost 20 years and I always recommend my friend to *********************** because I know **** iOS right person for the job .

• Review fromIsmael M

  Date: 19/06/2023

  5 stars
  We are Toyota Customer long time ago we recommend our freind to your store to Buy their personal vehicle. ************************** done the process Very smooth and helpful, His so professional and determine person. Thank you for your advise and recommendation by purchasing the vehicle smoothly and fast. Your the best agent that we ever known I will highly recommended you to our freind and other customer Excellent Job as always Thank You.

• Review fromRitchie Y

  Date: 27/05/2023

  1 star

  Ritchie Y

  Date: 27/05/2023

  I am a loyal fans of Toyota who use this brand for more than 30 years. As the seller said, I believe Toyota is the most durable car in the world. But recent experience shakes my faith. In Jan. I made a fully car maintains that cost me about $3000.- including the pump replacement. After maintains, the guy smiled to me and said " Now you have a good car." I was also very happy because I believe them. I maintain my car there for 8 years from the day I bought the car there. On May 23, my car stopped on driving. I tried to restart it. It runs for a while and stopped again. I have to restated it because it was on Granville street with high traffic flow. I have to park it in a quite street. Two days later, I towed it to Open Road Toyota Richmond since I felt terrible to drive it again. After check, they told me the engine was burned and no coolant is left in the system. Where is my coolant? Where is my good car for just 4 months? I tried to ask the manager. He give me many excuses. In short, it none of there business. If I agree, they can try to find a second hand engine to my car for another $10,000.- Unbelievable! That's my most durable Toyota in the world.

  OpenRoad Toyota - Richmond

  Date: 29/05/2023

  Customer brought this vehicle in for servicing on January 4, 2023 with 195,757 km. We performed a routine Maintenance Service. At this time, there was also a check engine light inspection, spark plugs and a/c service. We found the vehicle low in coolant due to a leak at the water pump. There were several faults related to cooling system. Customer mentioned a knocking noise and no start but we could not duplicate those symptoms. We replaced the water pump in January. 
  
  Customer came to dealership on May 11, 2023 with 207,515 km on vehicle. At this time, the complaint was "engine stalls at stop light, restarts but doesn't run well". Customer did not want to pay diagnosis on that day and his repair order was VOIDED, vehicle was never inspected.  On May 15, 4:22 pm, we got a call that the vehicle was being towed in due to stalling again. We inspected the vehicle on May 16 with 207,538 km. We found the radiator connector completely melted and radiator and reservoir totally empty. We put 6 litres of coolant in to fill it. Performed combustion test in cooling system and confirmed the head gasket had blown. This requires major engine tear down and repair or suggested to install used engine. 
  
  During our conversation with the customer, he was trying to blame us for the January repair not being done correctly. We respectfully told the customer if we had not repaired his vehicle properly and it was low in coolant, the vehicle would have returned right away, not 4 months later. We also showed the customer his vehicle's service history. We did his service in January with 195,757 km. Had he returned for the next service at 203,757 km (Toyota recommended), we might have discovered the low coolant level and avoided this over heating melt down. We cannot determine if the radiator leaking caused the engine to overheat and blow the gasket or if the gasket was already blown which caused the coolant to run low and the radiator to melt. We also showed the customer, while he does bring his vehicle to us for service, he does not service it properly or frequently enough. Prior to Jan 4, 2023 with 195,757 km, the previous service done by us was April 5, 2022 at 171,903 km, a full 24,000 km. There should have been 3 oil changes done during that time. We will not be held responsible for the failure of his engine. 

• Review fromBahram S

  Date: 23/04/2023

  5 stars
  Received excellent service from ********************************** he was very helpful and we are very thankful for his help with purchasing a new car for my sister

• Review fromA. Siy

  Date: 30/06/2022

  1 star
  I reserved a ****** **** ****** *** last September. Sometime January my sales advisor called me and advise that your vehicle is here. He said not to hurry and he needs me to send him the VIN number of my trade. That afternoon I sent thru text the Vin and tried to call him but he did not pick-up nor replied to my text. I was only able to get hold of him after a week and he gave me a **** excuse that his phone got damaged. Anyway I let it go as he said it won't be long now do not worry. Months past and all he can say to me was no update. I ask him if he can tell me how far along am I on the queue. He said company does not divulge this which doesn't make sense since when I put in the reservation money he showed me on the computer a list of clients that has put in their reservation. Last June 17, I texted him again to follow-up and got no reply. So I called up their office to talk to his Sales Manager. To my surprise, none of the managers would want to talk to me and will not return my call. So finally I got the email of one of the Sales Manager and emailed him and narrated this situation and ask for a refund for my reservation as I have no confidence in dealership. That was a Friday but I got no reply and no callback. On Monday, I resend the email and finally an associate call me around 7pm and said he will process my refund. I got my refund but wow 'what customer service'!!!