Complaints

• Initial Complaint

  08/01/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My car battery died within 30 mins of being turned off, I had to get it boosted. I took the car in to get a new battery for the car and the car is under warranty, I have not had it for 2 years yet and it still has less then 20,000km on it. The company has had to follow there regulations for being able to have it covered but they had to charge the battery for close to 30 mins and then stated it was good. I was not looking to have it charged I wanted them to replace it with a new one since the battery should not have died. I would also like to be compensated the cost of having to take it in to be looked at as well as having a new battery put in the car.

  Business response

  10/01/2025

  Thank you for bringing Mr. *****’s concerns to our attention.  Mr. *****’s case is currently being investigated by a member of Toyota Canada Inc.’s Management Review Team.
  
  In the coming days, we will perform a thorough review of the case in order to reach an appropriate resolution.  As soon as a resolution is found, we will be sure to send an update with the outcome.
  Sincerely,
  
  Chris D.
  Consultant, Customer Relations
  Customer Services Department
  

• Initial Complaint

  03/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  To whom it may concern, Hope you are doing well. The product in question is a 2025 Toyota Sienna LE 8-Passenger AWD vehicle. The vehicle was purchased based on information provided on Toyota Canada's official website, which highlighted specific features than other brands including a Power Liftgate Rear Cargo Access (electric tailgate) and Smart Key System. I ordered a Toyota Sienna Le Awd in August 2022, for some reason this vehicle is very hard to come by in the Canadian market, I waited 25 months (util 11/27/2024) to get my vehicle, during this time I wanted to give up and head to another brand numerous times, but Toyota Canada's official website gave me a Competitive Comparison Tool, which labeled Sienna Le AWD as having a lot of advantages that other brands don't have, like powerlift cargo door and Smart Key System which was the reason why I waited for 25 months. But when I got the car I realized he didn't have those features and they were the main reason I insisted on waiting. These features are very important to me and my family is not strong enough to open the back door. This situation constitutes false or misleading advertising to me. ******** *** some relevant information and you can easily find it on the official website of Toyota Canada which is at the bottom part of the page. Thanks for your help. Regards, ***

  Business response

  04/12/2024

  Thank you for bringing Mr. ****s concerns to our attention.  Mr. ****s case is currently being investigated by a member of Toyota Canada Inc.’s Management Review Team.
  
  In the coming days, we will perform a thorough review of the case in order to reach an appropriate resolution.  As soon as a resolution is found, we will be sure to send an update with the outcome.

  
  Sincerely,
  Chris D.
  Consultant, Customer Relations
  

  
  

  Customer response

  14/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Before I purchased this vehicle, I reviewed the information through Toyota's official website and made my purchase decision based on the promotional content. The Toyota website is the primary source of official and authoritative information for consumers and I have full confidence in the accuracy of its content. I believe that the information advertised on the website played a key role in my purchasing decision and that these discrepancies materially affected the value and experience of the vehicle. Under Canada's Competition Act and consumer protection regulations, advertising information must be truthful and non-misleading, and Toyota's official website failed to verify the information posted. No resolution has been received from them as of today.

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

  Business response

  09/01/2025

  Thank you for bringing Mr. ***’s concerns forward again.
  
  Mr. ***’s case has been escalated to our legal consultant through a separate process.  As such, we are closing our corresponding BBB case and will not be providing further comment through this forum.
  
  Thank you again for bringing Mr. ***’s concerns forward.
  
  Sincerely,
  
  Chris D.
  Consultant, Customer Relations
  

  Customer response

  10/01/2025

  
  Complaint: ********
  
  I am rejecting this response because

  They repeatedly blamed the problem on the new crown epidemic, which is unacceptable, and in the end they refused to take responsibility for it, and I have filed a lawsuit.

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

• Initial Complaint

  19/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We purchased a Toyota Venza from Stouffville Toyota and was only provided one key FOB when we picked the car up. The dealership told us that there would be a several week wait to get the other key fob. We have waited 8 weeks now and are getting no updates or details as to when the second key fob would arrive despite attempts to get answers from the dealer and Toyota Canada directly.

  Business response

  20/06/2024

  Thank you for bringing Mr. ******’s concerns to our attention.  Mr. ******’s case is currently being investigated by a member of Toyota Canada Inc.’s Management Review Team.
  
  In the coming days, we will perform a thorough review of the case in order to reach an appropriate resolution.  As soon as a resolution is found, we will be sure to send an update with the outcome.
  
  Sincerely,
  
  
  Chris D.
  Consultant, Customer Relations
  Customer Services Department
  

  Customer response

  27/06/2024

  
  Complaint: ********
  
  I am rejecting this response because: Toyota head office called me and explained that due a supply constraint the missing FOB will not be available until late summer or even the fall of 2024. The inconvenience that this has caused us is unacceptable and should be remedied a lot sooner.
  
  Sincerely,
  
  ***** ******

  Business response

  08/07/2024

  Thank you again for your bringing Mr. ******’s concerns to our attention.
  
  As the Canadian Toyota distributor, we always appreciate receiving customer feedback, even when it cannot be positive.  This is the only way we can monitor our customers' satisfaction.
  
  Further to his discussion with a member of our Management Review Team on Monday, June 24, 2024, significant global supply chain delays affecting the auto industry created a shortage of the microchips required for our ***** *** entry system key FOBs.  In order to provide vehicles to our customers as soon as possible, we temporarily reduced the number of ***** ***s provided from two to one.
  
  As second key fobs are now gradually becoming available, we are starting to provide customers with their second key fob in phases based on the production date of their vehicle.  Mr. ****** will be notified when a second key fob is available for his vehicle.
  
  We thank you for the opportunity to clarify.
  
  Sincerely,
  
  
  Chris D.
  Consultant, Customer Relations
  Customer Services Department
  

  Customer response

  17/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have not received any response to the case I opened with Toyota Canada and it has been well over 1 week - case number # *******. I was charged $198.36 for a wheel hub replacement part under Toyota Service Order ***** despite this being covered under Toyota's powertrain warranty for the wheel hub and bearing. I am seeking reimbursement of this. ******** ***** ** ********. Thanks, ****

  Business response

  06/05/2024

  Thank you for bringing Mr. *****’s concerns to our attention.  Mr. *****’s case is currently being investigated by a member of Toyota Canadas Inc.’s Management Review Team.
  
  In the coming days, we will perform a thorough review of the case in order to reach an appropriate resolution.  As soon as a resolution is found, we will be sure to send an update with the outcome.
  
  Sincerely,
  
  
  Chris D.
  Consultant, Customer Relations
  Customer Services Department
  
  

  Customer response

  08/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have been unable to connect with Chris or Toyota Canada, despite my multiple attempts made over the last few weeks. I have sent Toyota Canada at least 3 emails and none have been responded to.
  
  Sincerely,
  
  **** *****

  Business response

  21/05/2024

  Thank you again for bringing Mr. *****’s concerns to our attention.  Mr. ***** was last contacted by a member of Toyota Canada Inc.’s Management Review Team on May 16, 2024.
  
  We are sorry he is not completely satisfied with all aspects of his 2021 RAV4. Certainly, it is our desire to not only meet but exceed our customer’s expectations in every reasonable way. Unfortunately, this is not always possible.
  
  Toyota Canada provides our customers with a New Vehicle Warranty at the time of original registration of the vehicle. This warranty will cover costs necessary to correct defects in material or factory workmanship, during the warranty parameters. It does not however, cover all costs of vehicle repairs.
  
  In discussions with Mr. Matthew B., the Service Manager at **** ****** Toyota, we concluded that the condition affecting his vehicle was the result of physical damage and no evidence of a manufacturing defect was found. For this reason, we are unable to assist with the cost of the replacement and associated repairs of the wheel stud. 
  
  We thank you again for bringing this case to our attention.  A copy of our correspondence has been forwarded to the appropriate internal departments at Toyota Canada.
  Sincerely,
  
  Chris D.
  Consultant, Customer Relations
  Customer Services Department
  

• Initial Complaint

  30/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have rav4 2021.. bought brand new from *********** Toyota with extended warranty..1.5 week back, passenger seat window got stuck halfway.. we took it to Toyota ********* spoke to manager he advised that the window regulator belt got jammed and need to replace..the parts will take 2 weeks+ time to arrive.. we asked for rental vehicle until it's fixed..we were .denied..we called Toyota Canada customer service ,we were told that the matter will be escalated to the higher authority and we will get a call from the adjuster within 3-5days.. we have not received any call.. we called again to check on the status but the customer service agent denied to escalate the call to the higher authority, put us on hold for 30min and the line was disconnected later..my kids Got sick due to window half rolled down and it's not even safe to drive or park anywhere until the matter is taken care of..we have explained the situation to both of the customer service agent but completely got ignored inspite of having extended warranty..the experience is really not upto standard *** *** ******** **** ****** ****** ***** ******** ** ***** ********** ***********

  Business response

  08/02/2024

  Thank you for bringing Mr. ********’s concerns forward.  Mr. ******** was contacted by a member of Toyota Canada Inc.’s Management Review Team on Wednesday, January 31, 2024.
  
  We would like to assure you that Toyota Canada Inc. aims to provide parts in a timely manner in order to avoid this type of unfortunate situation. 
  
  Currently the automotive supply chain for manufacturing vehicles is experiencing a multitude of disruptions, such as slower production, shortages of parts and delays in transportation. 
  
  We are faced with new challenges, not just with suppliers but logistically, including shortages of ships, containers, and truck drivers and in Mr. ********’s specific circumstance, a shortage of components vital for the production of his required part.
  
  Unfortunately, this situation is not just affecting Toyota & ***** Canada in its procurement of replacement parts; it is upsetting the entire automotive industry, as well as the global economy.
  
  We understand the part in question arrived prior to his contact with our Management Review Team Member and his vehicle has since been successfully repaired.
  
  While we are unable to change what occurred, we thank you again for bringing Mr. ********’s concerns forward, thereby giving us this opportunity to comment.
  
  Sincerely,
  
  Chris D.
  Consultant, Customer Relations
  Customer Services Department
  
  

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ***************** is the Vin

  On Nov 12/23, I purchased a Toyota Connected Services subscription for a total cost including taxes for $11.24,this was for my new rav 4, so I could have the remote start feature, I called their customer service prior , & they ensured me that this option was available if I paid this monthly fee.After paying this amount this remote smart feature did not work, I called them back & they told me that I was given the wrong information,& this option would not work for my vehicle, & they would refund me the amount back, I called them back 4 times now & they keep saying they would issue the refund, it’s being over 6 weeks now & still no refund which they promised back.I also called Toyota Canada about this & they don’t call back, Very frustrating experience.I would like my refund back as promised

  Business response

  08/01/2024

  Thank you for bringing Mr. *******’s concerns to our attention.  Mr. *******’s case is currently being investigated by a member of Toyota Canadas Inc.’s Management Review Team.
  
  In the coming days, we will perform a thorough review of the case in order to reach an appropriate resolution.  As soon as a resolution is found, we will be sure to send an update with the outcome.
  
  Sincerely,
  
  
  Chris D.
  Consultant, Customer Relations
  Customer Services Department
  
  

  Customer response

  15/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I am still waiting for a call from Toyota connect, This has been 2 months waiting for a refund, 
  Sincerely,
  
  ***** *******

  Business response

  25/01/2024

  Thank you for following up on Mr. *******’s case as Toyota Canada continues to review the customer’s concerns.
  
  Mr. *******’s case remains open as our Management Review Team works towards an appropriate resolution.  As soon as a resolution is found, we will be sure to send an update with the outcome.
  
  Sincerely,
  
  
  Chris DeGraw
  Consultant, Customer Relations
  Customer Services Department
  
  1 Toyota Place
  Toronto, ON  M1H 1H9
  Phone: 1-888-869-6828
  www.toyota.ca
  
  

*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. ↩