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          Business Profile

          New Car Dealers

          Toyota Northwest Edmonton

          This business is NOT BBB Accredited.

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          Complaints

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            05/11/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            On October 19th, 2024 I travelled over 1500 KMs to complete the transaction on a new Toyota Tundra Pickup at Toyota ********************************************. I have email threads of the the negotiation process for the amount of my vehicle trade in. We ultimately landed on an agreed price of $13,000. When I arrived at the dealership I was offered $6500. After refusing that offer I was offered $8000. As I had travelled so far I felt like I had little choice but to accept as I was under a time crunch to return. The dealership was aware of this time crunch. I have attached pictures received from sales, the first is the initial offer of $11,000 for my trade and the second is the agreed upon offer of $13,000 for my trade.

          • Initial Complaint

            09/07/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            In December of 2023 I brought my Toyota Tundra into Toyota Northwest for warranty work for the block heater. I was told it would take a couple hour to do. I get a call saying they had to take out my engine in order to repair block heater warranty work. It took 4 days to complete the work. I live 8/hr from Edmonton in High level AB. It cost me 4 nights in a hotel, when it should have only been a couple hours. The air control valve had the hose broken off and was crazy glued back on, and came apart according to the mechanics that had worked my truck into fix the problem. I have the parts and pictures.The cost to fix my truck was $3,315.92

          • Initial Complaint

            08/05/2023

            Complaint Type:
            Sales and Advertising Issues
            Status:
            Unanswered
            Our vehicle was towed to Toyota Northwest Edmonton on January 27, 2023. The day after we dropped the vehicle off at the dealership we returned to grab a few items from the vehicle and found it was left outside unlocked with the alarm unarmed. We informed the service advisor (**** *****) who assured us they would not let it happen again. Then there was a gap in communication about the new parts put into the vehicle and the condition they were in. We were told we were getting a specific transmission, somewhere along the line that transmission was sent back for poor condition and another one was brought in without our knowledge. It was in such poor condition that staff had to take parts off of the transmission they removed from the vehicle to get the newtransmission in working order. We had requested to keep the original factory transmission and transfer case that was removed from the vehicle but it was left outside the shop and we were told it had either been stolen or picked up by the scrap metal collector. When my husband went to pick up the 'repaired' vehicle he immediately realized that the 4x4 had not been repaired and returned it to the shop (after paying in full for the repairs). It required a new actuator (which they could have taken from the original transmission had it not been stolen). So we again had to wait for parts to arrive. We were not offered a refund of our money in the meantime. A week or so later we got a call from the dealership asking if we had picked up our vehicle because they couldn't locate it on their lot (we hadn't). Turns out the vehicle had been stolen 4 or 5 days earlier and no one at the dealership responded to the security company alert that a vehicle had been taken. In the surveillance video itis obvious that the alarm had not been set on the vehicle and when we got the key fob back from the dealership it showed that the vehicle had again been left unlocked by staff. ****** at the dealership gave us the owner (*** ********'s) email address and told us we needed to contact him to resolve this. We sent him an email on March 15 and we got no response from him until we mentioned that we had contacted ****** ****** in a follow up email on April 27. We still have not been offered any sort of refund for the work that was not completed or the factory parts that should have been returned to us.

          • Initial Complaint

            26/09/2022

            Complaint Type:
            Service or Repair Issues
            Status:
            Answered
            Purchased a vehicle on July 24th 2022 from Toyota Northwest edmonton. I traded in a 2018 Honda civic they said they would give me 18,000 for my Honda. That 18,000 was taken off the price of the car from Toyota but then added back onto the bill of sale. I tried asking why but they only said I owed that money and so I need to get charged for it. If the Honda was being traded in for 18,000$ I am confused why I was charged the 18,000 on top of what the new car was worth. Pink highlights on the bill of sale.

            Business response

            07/10/2022

            This problem was resolved directly with the customer.

             

            thank you

          • Initial Complaint

            21/05/2022

            Complaint Type:
            Sales and Advertising Issues
            Status:
            Unanswered
            On March 20, 2022 my wife and I attended Toyota Northwest Edmonton and looked at a 2022 Toyota Highlander Platinum in the showroom. I like the features and decided to order the vehicle. The sales rep, **** *****, showed us the vehicle and specifically confirmed the vehicle came with a digital rearview mirror. We chose to order the same model and trim level as the vehicle we were shown and paid full MSRP. On May 19, 2022 we attended the dealer to pickup the vehicle we ordered and discovered the price was still the same but Toyota had removed some of the features (the digital rearview mirror) that we were promised our vehicle would come with. This appears to be a bait and switch technique. The dealer showed one vehicle, accepted payment/order for that vehicle, then delivered a different vehicle with less features for the same price without notice. I called Toyota Canada (Case number *******) but they said Toyota reserves the right to remove features without updating the price or telling the customer even after the vehicle has been paid for and ordered. I would like to return my vehicle and exchange it for the vehicle I originally ordered or have the cost of the extra features refunded or have the extra features installed on my vehicle. I can provide copies of all paperwork as required.

          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. ↩

          BBB Rating & Accreditation

          D-

          This business is not BBB Accredited

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          Businesses in this category

          Years in Business: 57

          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          14240 137 Ave NW Edmonton

          Edmonton, AB T5L 5H7

          Visit Website
          (780) 900-4725

          Customer Complaints Summary

          8 total complaints in the last 3 years.

          2 complaints closed in the last 12 months.

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