Customer Service is DEAD Here!

Is 0 stars an optional rating?

You would think a "trusted" company like Toyota would realize that customer retention is extremely important. That losing a valued customer = long term revenue loss. Certainly this dealership does not understand basic math or service. They do NOT operate with integrity.

Let me explain; my family owns 3 Toyota's, one of which went in for an oil change; as per the usual - Oakville Toyota calls the house - several things need repair (ok sure, I honestly can say I don't know much about car's and so I am trusting this company is honest). I was genuinely confused about what they were telling me was wrong with my car, and so went into speak with a service person directly (I took my husband with me - no, he's no car buff either). The service person went over everything and at one point CLEARLY explained the difference between replacing a part and re-sealing a part. We were both told that he would REPLACE a part for $300 and change ... low and behold, we go to collect our automobile and what did they do? They RE-SEALED the part! (For $300+) They did NOT replace it as they said they would. Our bill was over $1600 - with everything said and done (some oil change eh?) Regardless, I am not disputing the charges, but I am disputing that I did not get for my $300+ of that bill, what I was promised.

I understand the general counter-person (who was kind) does not do the work and is relatively powerless to do something to rectify the situation; and so I asked to speak with John Cameron - the "Service Manager" (I use the term - or title - Very Loosely). This person offered no sympathy to our situation and told us that they did what they said they'd do, (Re-Seal - not Replace our part) - again, why would we argue this? I explained that I don't know their policies or pricing structures, and perhaps he thinks that getting a new part for $300+ is a fabulous deal? I really have no idea. What I do know, is that I was told by his service person that the REPLACEMENT part would be installed for $300+. John's response: "I'm sorry you feel that way" he was VERY condescending; he refused to do anything for us. He would not replace the part nor would he reduce the labour Fee (by the way - sealant cost is $20, $300 was labour!). John then suggested that maybe because I was a woman I didn't understand his service person. (I am still gob-smacked).

I asked to speak with the owner John Apple - The owner took over an hour to leave his office to see us, and when he arrived he sat down on a couch in the waiting area, crossed his leg, stretched his arm over the back of the couch and was generally very pompous. He told us that his service person had worked for him for years and so he'd trust him over us; (again, gob-smacked). Remember this is a $1600 bill - we're not disputing the bill... just that they did not provide one service they said they would. They offered nothing to rectify it, and pigeon-held us into payment as they would not release our car to us until the FULL payment was made.

Recently we received a reminder-email for service on one of our other Toyota's. We simply told them they'd lost our business.

This dealership is very Lack Lustre, operates with no Integrity, if you do choose to go here (very sorry if you do). I implore you to get EVERYTHING in writing as well as a copy of their pricing structure and policies.

Oakville Toyota - FAIL.