Scarborough Toyota

Scarborough Toyota responded

It was nice to meet you the other day and again, I am very sorry that your payout did not occur in time to avoid the bank from taking a payment out of your acct. We always try to ensure our customers to advise there bank that a car has been traded in dropped off etc. We can not call your bank about these matters as they will only take direction from the account holder. In your case it was an early lease drop off and we failed to remind you to let your bank know to cancel your pre authorized payment plan. It does take a few days for payments to be processed but you did mention that Hassan advised you the first time payments were taken to notify your bank that no more payments should be taken but you did not want to pay the $5 dollar service charge. As soon as I received your email I contacted you and dealt with your issue immediately and ensured that your payout had in fact been processed. I am very sorry for your frustration over the payout issue and I hope that in some way you are satisfied with us paying to cover your second charge as well. Regards Mike Buckberrough, Scarborough Toyota Sales Manager.

Scarborough Toyota responded

Hi Daniel, thank you for your review. Our Service Manager, Gord De Castro, has left a message for you to discuss your review. I've had an opportunity to look into your visit and review your work order. I must say I am disappointed to read your review because I feel it is misleading and slanderous, and does not represent your visit here with us, or our approach to ensuring your satisfaction when servicing with us. I hope that you are open to a discussion with Gord, because I feel that afterwards, your trust will be regained with us and that you will continue servicing with us, and remove this review. In advance of your discussion with him, please allow me to provide some details around your visit, and hopefully clear up any confusion that may have occurred: upon arriving for a no appointment oil-change with us, based on the service history of your vehicle, the regular maintenance of your vehicle was due. We have a legal obligation to recommend required maintenance on your vehicle based on either the time since your last maintenance, or the amount of driving that you've conducted since your last maintenance. We cannot have your vehicle in our care without making this recommendation. That is how, within 60 seconds of your visit, this maintenance was recommended. It is a Toyota-recommended maintenance based on the mileage of your vehicle. The cost is 1 hour of labour for the technician to complete the maintenance on your vehicle. To off-set this cost, we provided you with a no-charge installation of your all-season tires. A complimentary offer that we make to all of our customers who are conducting maintenance with us. We waived a $60 charge. We also offered you the oil change complimentary as part of your maintenance. Also a $60 charge waived. Secondly, upon completing the maintenance inspection, it was determined that your rear brakes required replacing due to wearing. During your last visit, only 6000km ago as you had mentioned, we actually serviced your front brakes for the same reason. It was now time to service the rear, as they had now worn, which is common at your mileage. We also recommended replacing two of your all-season tires due to wearing and them being now unsafe to drive with. Lastly, we also recommended a wheel-alignment for you, based on our inspection of your alignment. This is also commonplace when changing your tires, and when adding new ones, as a wheel alignment is often required after months of winter driving on Toronto's roads. You will find that any other service centre will recommend the exact same. I hope this clears up any confusion that you may have. Again, I am disappointed to read this review. Please return Gord's call or feel free to give me a call at 416-751-1530. I will happily review this with you. I will even arrange for an independent third party to inspect your vehicle for you, if it helps to provide more peace of mind for you. However, I am fully confident that we made sound recommendations to your vehicle based on our inspection. We are fully committed to providing premium customer service to our valued clients, as you can see from our other reviews. We have no interest in misrepresenting required repairs. Thank you - Justin Griffin, General Manager

Scarborough Toyota responded

We hope you'll accept our apology for the experience you've had during our visit. Customer satisfaction is our primary goal, and we work hard to maintain our good reputation. Clearly we've fallen short of your expectations and would appreciate the opportunity to apologize in person, and hopefully earn your trust. We have tried to reach you by phone, but haven't been successful in getting a hold of you. We hope you'll return our call at 416-751-1530 so we can begin to gain a better understanding of your service history, explain why we recommended the services we did, and the understanding you had with your Product Advisor here at Scarborough Toyota. Looking forward to hearing from you. Thank you in advance for your time, -Gord DeCastro, Service Department Manager.