ComplaintsforToyota Plaza

• Initial Complaint

  16/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  **** ****** the ******* ******* was extremely rude to me over the phone. Talking over me, cutting me off, disrespectful. He told me on Aug 24 that he would order a part for me vehicle that he technicians scratched during a service appt. He said it may take a week I said that’s fine. Over 6 weeks went by and I didn’t hear anything, I called and asked if the part had been ordered and was told there no was info on my file because **** was taking care of this personally and someone would call me back to book an appt. Appt booked for Oct 16. I dropped my vehicle off, was called a couple of hours later to be advised that the wrong part had been ordered. I requested a call from **** and I asked when the part had been ordered and he said “that day” I said aug 24? He said yeah or a day or two or 3 after. I requested a print off of some sort confirming the order date and he said he had nothing and basically what do I want? They will re order the part. I told him he was disrespectful and he did not change his tone. I advised I would contact Toyota Canada and he said ok. I asked if the part will now take another 6 weeks to come in like the last and he said he doesn’t know. He was frustrated with me even though I did nothing wrong. Someone like this shouldn’t be in a ******* ******* position of a company like this where people are spending hard earned money on big purchases to be treated this way.

  Business response

  08/11/2023

  We are so sorry that Ms. ****** is dissatisfied with her service experience. Ms. ******** vehicle was at Toyota Plaza for a recall and unfortunately her dash as damaged when the recall was performed. When this was bought to the attention of the dealership we immediately took responsibility for the scratches. Unfortunately since Covid there have been many shortages of parts in all manufacturing and the automotive industry has been effected quite a bit. Especially with new models such as the Corolla cross. The part was placed on backorder. I apologize if you feel as if you were not prioritized or felt as if your business did not matter or that you weren’t treated with respect. An appointment has been arranged with the Ms. ****** to have the situation new parts installed. We look forward to regaining your trust in the future,

   

  If you have any questions please don’t hesitate to call to discuss,

   

  Regards,

   

  **** 

• Initial Complaint

  17/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  December 13 2021 I paid of my car lease and the manager **** ****** refused to pay back the wear and tear waiver $745.00 plus tax because where I bought out my lease the waiver was not used and I was charged $499.00 plus tax dealer buy back fee and not the $300.00 as stated.

  Business response

  18/01/2022

  Mr. ******* bought out a vehicle that was leased from Toyota Canada. The original lease contract was between Toyota Canada and Mr. *******, not Toyota Plaza. At the lease end, the dealerships role to is to remit the motor vehicle registration to the government, HST to the government, and the lease end value to Toyota Canada. Toyota Canada does not renegotiate the terms of the lease. Mr. ******* purchased a lease end wear and tear protection package to protect him from excess wear and tear at the end of the lease. Toyota Canada does not offer a refund on this item if a customer decides to purchase the lease at the end of the term. Toyota Plaza does not have the ability or right to change the lease end value or contract amount. As for the administration fee we will gladly refund the customer $199 plus tax as his contract states $300. The new administration fee charged is $499 however his original contract must have been before the fee change so we will reimburse him for the difference.

   

  If you have any questions or concern please let me know.

   

  Thank you,

  Customer response

  18/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16477312, and find that this resolution is satisfactory to me.As for the wear and tear waiver I reserve the right to further correspond my disapproval to Toyota Financial Services and or Toyota Canada.

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