ComplaintsforNorth London Toyota

• Initial Complaint

  24/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Yesterday August 24th 2023 we went to pick up a brand new Rav4 hybrid that we have received couple of months ago, we did sign all documents and provided all supported documents prior to that date.One of the documents we provided was a *** discount document that we discussed with the sales person that this car is not part of the discounted cars but we were wondering if we can get it (*** documents for employees discount) accepted, the sales person advised to bring it when they have a date of delivery and they will see what they can do, when we brought it as discussed they accepted it, amended the agreement and we signed it.One day before picking up the vehicle we discussed with the finance manager that are going to pay it (vehicle price) in full instead of financing it which she wasn't happy with giving that we discussed what if we increase the down payment or even decided to pay it in full which she responded that no problem at all as long as this happens before picking up the vehicle.1 day after having this discussion with the finance manager they have decided to take away the *** discount! And they kept saying it was a mistake!They made a last minute change and forced this to us and when we asked them to honor it the sales manager came out and started to speak aggressively with us, insulted us, accused us that we made up this *** document, raised his voice and copied me hand movement and laughed at us.

  Business response

  30/08/2023

  In response to the complaint left for us here at North London Toyota I wanted to first acknowledge that there was an unfortunate misunderstanding between this client and our business manager and sales consultant that lead to this situation. The facts are the discount that was included with the *** program in which the client had brought to us after the initial deal was signed does not apply to all vehicles in the Toyota Line up. This is something that the dealership does not control nor can authorize as this is structured incentive through the *** program and no exceptions can be made to this. We apologize for this confusion and during my conversation with the client I asked directly if they did not want the vehicle then it would ok to cancel before delivery. The appropriate paperwork was reviewed and discuss however with the client, and they accepted this. The second concern is the allegations of racism and profiling that were posed online through a ****** review i have attached. We have over 1200 ****** reviews, not once has this been a situation we have faced before, we are an equal opportunity employer and deal with many different ethnic and religious belief clients everyday. It is something that wouldve surface before this situation as i have know *************** the sales manager in question for over 35yrs . He is not a racist and we are completely appealed by this false statement , if anthing was to be done in a goodwill fashion for this cleint it disapperred when this post was put onto ****** . We are reviewing with our legal team over the next steps. 

  Customer response

  04/09/2023

   
  Complaint: 20517611
  
  I am rejecting this response because:
  

  We have explained many times that the sales person knew about the *** program and that the vehicle purchased was not part of it and we were asked to bring it and they will see what they can do about it.

  However after many explanations none of them acknowledged that this happened and they just preferred to not take the responsibility of this mistake.

  Regarding the review I posted, its my experience and I have the right to write the review explaining what exactly happened, I my self work in a legal organization and I know my rights.

  I dont understand what does goodwill means when I have proposed many different option that could help compensate for the price increase and the answer to all my proposals was "sorry we can't".

  They didn't take responsibility of the price mistake neither they bad, aggressive, unprofessional and unexplained attitude from their sales manager. They didn't admit it and the simple asnwer was I wasn't there so I can't tell!!

  I would like to know what other reasons behind the aggressive behavior towards us that they have in mind.

  Whoever read my review and responded here forgot that the word of mouth is having greater impact than any advertisement and I'm willing to use this and ralk about my experience with everyone I know or I meet in the future.

  Sincerely,
  
  ***********************

  Business response

  05/09/2023

  As we stated, we do not provide the letter for the *** discount, the partnership deal that the client works for provides it and it clearly states in black and white that the vehicle does not apply for the discount.  If this is not satisfactory then we will gladly refund the deal and take the vehicle back to appease this unfortunate situation. That is the only resolution I am willing to provide. The "word of mouth" he is referring to is spamming us with negation ****** reviews including one that violated the ****** terms. I can apologize this happened and educate my staff better on the program details but as for the allegations of aggressive behavior toward the client this is false, as I said if they want to return the vehicle and cancel the deal and get their money back, please have them contact me directly as this will be my last communication on this matter. 

  Customer response

  05/09/2023

   
  Complaint: 20517611
  
  I am rejecting this response because:
  

  I haven't spammed ****** review and I won't simply do it.

  The finance manager knew that we sold the old vehicle and after that she changed the deal, in black and white we signed an agreement and the vip letter was also signed by the dealership finance manager.

  simply we were forced to accept the deal and now the offer is the same in nature because simply we don't have another vehicle to use!

  The aggressive attitude was 100% true without adding any single false word, the funny fact that the owner and the sales person were around in anither opened door rooms and noone of them spoke up and admit the sales manager bad behavior, and simply because this dealership cannot held the person who did this action the responsibility I will do my best spreading the "word of mouth" I mentioned earlier.

  Sincerely,
  
  ***********************

• Initial Complaint

  28/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Placed a deposit for a 2022 **** ****** on January 24 2022, ****** the sales representative told me that my vehicle will be here in 4-6 months of time, as of the current vehicle chip shortage that was absolutely understandable. Getting regular updates from my salesperson that vehicle delivery will be from June 16-26. June 22 I received a call from a new vehicle manager to come in to the dealership to finalize options for my vehicle. 2 days later June 24 i recieve a call from ****** stating that I will be put back on the wait list. Wasting a customers time with a promised date is unacceptable if I was told that it will be a 1 year wait I wouldn't have ordered the vehicle, I would have explored other options. I was planning on ordering more vehicles like the Toyota Tundra but honestly this experience has changed my mind and will never be purchasing from this dealership ever again.

  Business response

  21/07/2022

  Contact Name and Title: Kevin Laurie
  Contact Phone: 5194513880
  Contact Email: [email protected]
  Have received letter from BBB today July 21st, had not received email previous of this complaint however from BBB . This is an issue that arises from a global supply chain issue , Toyota Canada dictates the vehicle supply chain for each individual dealership and unfortunately vehicles can and do get cut from the pipeline we are to receive . The situation is a worldwide issue , this is not something we have ANY control over , and although we feel bad regarding this situation i cannot supply a replacement as we do not make the vehicle. *** **** **** ******* ****** ********** ******** **** ** ********* ** ***** **** **** ** ******** ******* *** ** *** * ** **** ** ******* ******** ** ****** ** **** * ******* ** **** **** ******** *** ***** **** *** ****** ****** ********* **** ***********

• Initial Complaint

  19/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had a lease with Toyota Canada and decided to buy the vehicle out at the end of lease. Toyota Canada made me go through North London Toyota to arrange the payout and transfer which I did. I prepared certified funds, was forced to do extra work and pay extra money on the vehicle to get a safety from North London Toyota. I agreed and did all I was asked. I left the Certified Funds and all paper work with a staff member at North London Toyota. After not hearing back from that staff member or anyone else for more then a week I followed up with the dealership. No apologies and no attempts to offer a solution, rather was treated like I was a nuisance and it was my problem. My big issue is the dealership did not report to Toyota Canada the payment was made and on time leaving me with a judgement on my credit file submitted by Toyota Canada because the dealership did not report nor process the payment in a timely manner.

*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. ↩