Complaints

• Initial Complaint

  19/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company sells below standard suv's I purchased a brand new rav 4 2020. Never have I had more electrical issues with a cat past 1.5 Years has been nothing but lies from Toyota trying to pass off the problems as wear and tear or exssive km the car is 2 years old Awd failing Windows don't go down Rear view monitors donw work Gas gage has been replaced multiple times Side mirror replaced Signal malfunctions This car is unsafe to be on the road or saftied this car should of never been sold. This Toyota is either full of con artists or they just don't care about putting people in unsafe cars. Just last weeks my brakes failed

  Business response

  20/10/2022

  Have no records of this customer at Orleans Toyota or Bel-Air Toyota, please supply more info like VIN# , repair dealer , owner of vehicle.

  Customer response

  20/10/2022

  
  ********** ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

  Me and my wife ********* ******* are the owners of the vehicle 

  *** ******  ***************** ***

  We have been complaining about this suv for a very long time now there is zero chance you don't know who we are as customers 

  Business response

  21/10/2022

  Thank you for returning the information required to look up your file. As you mentioned in your initial complaint, this vehicle requires more work due to higher wear on the components again due to excessive high kilometers. You did purchase an extended warranty to cover most of the vehicle's major components and the brakes are not covered because they are wear and tear components like tires. if you need an appointment to inspect or replace the brakes please call our service department at 613-830-3401. I also see from your file at our store that you only changed the engine oil 4 times, this will cause excessive wear and tear on the engine and may cause engine failure. The oil should be replaced every 16,000 km.

  Customer response

  21/10/2022

  
  ********** ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

  So you guys really are con artists I have always changed my oil on time any reason to get out of fixing it. I can see the massive amount of bbb complaints on 2020 vehicles. All good we will deal with this in another manner 

• Initial Complaint

  24/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a terrible experience dealing with Orleans Toyota located on 2035 Mer-Bleue Rd, Orléans, ON K4A 3T9. My Rav4 was towed and received by them on May 24th and I only got my car back on July 20th. Their initial diagnosis was wrong and they had me replace the multiplex computer which was a $750 part plus labour which their service team admitted upon pickup of the vehicle that it was, "probably not the problem but may have been" of course they did replace the part after 6 weeks only to find it did not solve the initial problem and the original piece was probably fine. They still charged me an additional diagnoses fee to find the actual problem which was ultimately the gas pump. They also incurred two parking tickets totalling $150 while the car was in their care. They didn't even bother bringing the car onto their mostly empty parking lot, as they hardly have any cars to sell anyway. I would like to add that I had requested, on several occasions, to have my car moved onto their lot. To add insult to injury, they didn't even have the courtesy to alert me about the parking tickets received in the month of May. I only discovered the tickets when I picked up my vehicle and they were lying on my passenger seat on July 20th well passed the contesting date. I spoke with the service manager and he was unwilling to help and deflected the responsibility of the parking tickets to the towing company and to myself. I recommend avoiding this dealership especially the service department team at all costs as they will make you replace unnecessary parts and they do not take responsibility for their errors and actions. Customer service is non-existent. I would expect from an upstanding name such as Toyota, in these difficult times, that well paying Canadian customers would be treated with the dignity and respect they have come to trust in the Toyota name. Otherwise, why not just take your car to any mechanic?

  Business response

  25/07/2022

  After complaining to Toyota Canada, ******, ***, my service dept. and possible other sites. The said vehicle was towed by M. *** and a towing co. he called on the night of May 23 2022. we received a night drop envelope and opened a work order on May 24 at 6:30am. The vehicle was dropped on the street by the towing co. facing the wrong way (customers responsibility) our service dept was too busy at the time to push the vehicle on our lot resulting in two parking tickets from the City Of Ottawa as supplied by customer. He is asking my dealer to pay for his tickets, the answer is NO. As for the repairs of the said vehicle, on June 10 2022 our techs checked the complaint and found no history codes in the system, as per the Manufacture the next step was to replace the computer, we did and with no good results, we inspected the fuel system and found an open circuit in the fuel pump system. The customer took two weeks to try to purchase online a new pump, not able to we ordered a new one from Toyota. On July 07 2022 the part came in and was replaced , the no start condition was resolved. But this was all explained to the customer as we worked on the vehicle. We gave the customer a 10% discount on the job of the amount of $ 114.36 plus taxes to compensate for the back order part. The issue of this hole ordeal is the parking tickets and it should be resolved with the towing co.

*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. ↩