ComplaintsforPetawawa Toyota

• Initial Complaint

  16/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On the 14th of October, I experienced a major defect with my 2019 Toyota RAV4. On the 18th of October I dropped my vehicle off for repair. It is now the 16th of November, and after contacting the head office of Toyota and the Petawawa Toyota dealership multiple times, my vehicle has not even been looked at to diagnosis the issue. I called on the 14th of November and was informed that it would finally be brought in to be diagnosed and I would be called with information on the defect. Well after calling today on the 16th I was informed that they lied to me and do not see my vehicle as a priority to fix, and they are perfectly ok with letting it sit on their lot. I require my vehicle for my job and to see my Wife who lives in another city, the treatment from them is terrible they do not care. The head office have told me in an email that this issue is that of the manufacturing and will cover the cost, however the dealership informed me that I will have to pay for the repair. They are clearly scam artists and their business should be looked into for fraud. Others should be warned of this business.

  Business response

  01/12/2022

  Customer stopped in because engine light came on, engine had a miss. Shop was booked but we made the time to check codes. Vehicle had there were 5 codes. We did a quick visual check and told customer we needed more time to diagnose. He said he was leaving for a month and would drive it home and leave it sit there while he was gone. If I remember correctly, he drove it away then brought it back and said we might as well keep it here and look at it when we could. He was coming back on November 23rd, 2022. We repaired vehicle on November 16th & printed his invoice that day. He picked up his vehicle on November 24th, 2022. We presented him with his invoice & he says Toyota said Warranty will cover it. I told him he was over his basic warranty (3yr 60). He proceeded to show me a copy of what looked like a page taken from the warranty booklet that explains the warranty parameters. He did not have anything from Toyota Canada that said they would cover it. I told him we would have received an email & phone call. He paid his bill. He came back in a few minutes after, saying we scratched his passenger side mirror. I went to look at it. It was dirt on the mirror glass that came off with a wet finger. He insisted it was scratched, he looked at it again, saw that the dirt was gone and he left. Not sure who the scam artist is. We provided a service at a fair price, it was done on time and repaired properly.

  Customer response

  01/12/2022

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 18412649, and find that this response is missing details that show poor customer service. I did drop the vehicle off to them on the 18th October, and informed them that I would be away for work. I received an email stating that my vehicle would be serviced on the 2nd November. When I called the day after to see what the issue was, they informed me there was no time for them to look at my vehicle. I called the next few weeks afterwards seeing if they had finally diagnosed my vehicle’s malfunction and they informed me that they still were unable to find time to see my vehicle, this is after they have had it for several weeks. When I called on the 20th I was informed my vehicle still was not seen. I did pick my vehicle up on the 24th November, the invoice was dated for the 16th November, however I was not informed of the issue, and the dealership failed to notify me of my vehicle being fixed. The email shown to the service manager was from a response from the Toyota Head Office, and not a word document of the service manual. The mirror is still scratched, the service member seemed displeased and hostile at this complaint, and simply walked away. This was all reported to the Toyota Head Office, and they were displeased with the service I received. The member on the phone from the Head Office assured me that they will be conducting an investigation into the dealership. This repair in my vehicle also cost $255, for a $20 part, which is frankly the “scam” part. I recommend that others should be aware of this dealership’s performance and business practices, they are tarnishing the reputation Toyota holds and therefore should not represent that of the company. The person who also responded to this email was not in uniform and failed to identify themselves. 
  

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

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