CMH Auto SUPERSTORE

CMH Auto SUPERSTORE responded

Thanks for driving the distance John, and taking the time to review the purchase experience ! I am glad to hear the vehicle was represented accurately ! Phil

CMH Auto SUPERSTORE responded

Thanks for sharing Alex, and thanks for choosing CMH ! Phil

CMH Auto SUPERSTORE responded

Peter - Thank you for the review and I love how you explained the details to show why you think the deal here was fair ! Thank you for driving the distance to give us your business ! Phil

CMH Auto SUPERSTORE responded

Joe - Thanks for sharing the experience and thanks for choosing CMH for your truck purchase ! Thanks for taking the drive to St. Catharines ! Phil

CMH Auto SUPERSTORE responded

Thanks for taking the time to review the experience and glad to hear the Genesis purchase went well ! Phil

CMH Auto SUPERSTORE responded

Thanks for sharing Carol and happy to here the purchase experience was positive. We have firm but fair (below market) pricing at CMH so everyone gets our BEST price without negotiating. Thanks for the business ! Phil.

CMH Auto SUPERSTORE responded

Thank you Tami for posting this review, and thank you for your loyalty ! Your business is valuable to us ! Phil

Me responded

1) After my daughter listed all the issues to you that my local Toyota dealership discovered with the car, you had rebuttals and excuses for most them, including stating the alignment/steering wheel off-center could be due to another issue and you do not replace spark plugs. You did not state that your lot would immediately fix the leaking water pump, broken left wiper blade or off-center steering column. You seemed to brush off these issues as not urgent and just re-directed me to book an appointment with the receptionist who did not understand the urgency of some of these issues, and gave me an appointment weeks out from the current date on April 3rd. I did not have an issue with the rear brake condition. However, Michael went out of his way as I left with the car to state that ALL brakes, including drums, pads, rotators and shoes were “brand new.” So you can understand my confusion when they did not appear that way after the maintenance check at Toyota. 2) Doug spoke with me directly on Mar 20th to try to arrange a day to bring the car in for repairs. He called around 6:00pm that evening and offered an appointment at 9:00am the next morning after being given dates on Mar 31st, April 3rd and April 4th. This was simply too last minute to accommodate with my early work schedule the next day. Doug personally stated that he would call me the next day (Mar 21st) to instead confirm an appointment for 9:00am on Friday morning. However, we waited all day for a call and never received one for the appointment confirmation. So I called around 4:30pm-5:00pm that afternoon to have the receptionist state he was off that day. She did not seem aware of any appointment for Friday morning but tentatively scheduled it regardless. Neither she nor any one at the lot could confirm how long the car would be in for repairs or if you would need it for multiple days/over the weekend. This would leave me without a car for work, and you had no solutions on how I would get home to Niagara Falls after dropping the car off for the day(s) and could only offer a slight discount at Enterprise for a rental car that would further consume and affect my time, work schedule and finances. 3) No one seemed confident of the booking time and Doug did not follow up to confirm the appointment as he said he would, and only called around 2:30pm on Friday Mar 23rd to follow up. 4) You called my daughter’s personal cell phone on Mar 23rd. I am the owner and primary driver of the car so I should have been contacted directly. 5) It seems very odd that someone would follow us to our dealership to assess work we had to go out of our way to complete and pay for. If you had such concern for your customers and cars that you sell, maybe you would not have sold the car in such a condition. The service manager did NOT state that most of the concerns were suggested repairs when he called Friday afternoon around 4:40pm and said you went to the dealership because you were “concerned” about the brakes on the car. Nothing else was discussed aside from the brakes. The phone call was very short. 6) You did not offer any compensation for the hundreds of dollars I have only spent on repairing the car at Toyota. You spoke with my husband and he was very upset that we have had to deal with this unprofessional situation after a horrific car accident that caused us to buy this new vehicle, and spend all this extra money in repairs. 7) Nothing in my review is untrue as supported by paperwork from Toyota and their service team

CMH Auto SUPERSTORE responded

Sorry to hear the buying experience was overall not good. You did essentially choose not to let us address your concerns and instead went to a Toyota dealer without our authorization. 1) You called on Tuesday March 20 about a list of issues that you said the local Toyota informed you about: I told you during our conversation that we would address any & all concerns related to normal reconditioning of a vehicle however we would not address any suggested elective maintenance from the Toyota dealer. If there was an issue with the water pump leaking we would replace it at no charge, if the steering wheel is off center we would address this at no charge, if the left wiper blade needed replacing we would replace it at no charge, the rear brakes do not have pads they have shoes & they are at 80% life, the front brakes were brand new that Michael mentioned to you when you both were walking around the car because you could see them by looking through the alloy wheels (Michael did not say the rear brakes were new because they are inside drums and you cannot even see them), the rear tires are at 6 & 7mm respectively (almost 50% life left) well within Ministry of Transportation guidelines. We would ensure that all levels were topped up if needed at no charge but were not prepared to flush any systems or prepared to replace your spark plugs. You kept questioning me if we were capable of doing these repairs since we were not Toyota Hybrid Certified, I reassured you that these repairs if necessary did not have anything to do with the operation of the hybrid system. I redirected you to our receptionist to book an appointment, the earliest appointment available about two weeks away. 2) The receptionist informed me that you were very upset with her so I spoke with the service department & made arrangements with them allowing you to bring the car in the next day. I called you back with this offer but you said that this did not accommodate your schedule, you said that Friday the 23rd of March would be preferable. I told you that I would book an appointment for 9AM, I also told you that I was off on Wednesday however I would leave instructions for them that if this appointment was not feasible for them, that they would call you on Wednesday & reschedule. The appointment was fine as scheduled so they did not call. 3) You did not show up Friday at 9AM for your appointment. 4) Friday March 23 2018 at 2:09 PM you posted a negative review on Dealer Rater, I called you to discuss this review however you were not available so I left a voice mail for you to return my call. You did not return my call. 5) The owner & our technician that safetied your vehicle went down to speak with the Service Manager at your local Toyota Dealer to discuss the comments that you said that they had made regarding your vehicle. They denied making such allegations about this to you & the Service Manager even called you to confirm that most concerns listed were suggested service maintenance items, and that the rear brakes were fine. 6) After not hearing back from you, I called back again on Saturday to discuss how we might help you out with some compensation with the water pump & actually show you the brake life remaining on the rear shoes, (we had purchased a new set of shoes to show you, so we were going to put them on for you at no charge even though there is still 80% life). You were not home however your father answered and I told him were trying to help. He used foul language and threatened to charge me with harassment if I called back ! Doug Post

CMH Auto SUPERSTORE responded

Thank you Brenda and John for making the 3 hour drive and also submitting this review ! Very happy to hear you were treated well ! Phil

CMH Auto SUPERSTORE responded

Thank you for the business and glad to hear it was positive buying experience ! Phil