Charlesglen Toyota

Charlesglen Toyota responded

Thank you for taking the time to share your experience. First and foremost, I want to sincerely apologize for the frustration and disappointment you have experienced with our Service Department. After reading your comments, I can certainly understand why you feel the way you do. Having to spend six months trying to arrange a tire change, receiving a notice about your stored tires potentially being recycled, and then arriving for an appointment that did not meet your expectations is simply unacceptable. This is certainly not the level of service we strive to provide at Charlesglen Toyota. I am particularly concerned about the lack of communication, the confusion surrounding your scheduled maintenance, and the shuttle arrangements. When transportation has been requested in advance, especially when accessibility is a consideration, we need to ensure those arrangements are properly communicated and handled with care. I also want to assure you that your experience and your opinion absolutely matter to us. Whether you have been a customer for many years or this is your first visit, every customer deserves to be treated with respect, professionalism, and accountability. I am not going to make excuses for what happened. However, I would appreciate the opportunity to personally review your service history, understand where our processes failed, and see what we can do to make things right. I recognize that an apology alone does not undo the frustration you have experienced, and I understand why you would be hesitant to return or recommend our dealership. My hope is that you will allow me the opportunity to speak with you directly and work toward restoring some of the trust we have lost. Please feel free to contact me directly at your convenience. I would genuinely appreciate the opportunity to discuss your concerns. Thank you again for bringing this to our attention. Rafael Segura Service Director Charlesglen Toyota rafaels@charlesglentoyota.com 403-241-0889 EXT. 770

Charlesglen Toyota responded

Hello Nora, Thank you for taking the time to speak with me on the phone today regarding your recent experience. I am very glad we had the opportunity to connect and discuss what happened. The experience you described is not what we strive to deliver at Charlesglen Toyota, and I sincerely apologize for the initial miscommunication regarding your service quote and the frustration it caused. I truly appreciate your feedback, as it helps us address these concerns with our team and to ensure it will not happen again. We value your business and hope we can earn back your trust and welcome you back to Charlesglen Toyota in the future. Kelcee Harris, Service Guest Manager

Charlesglen Toyota responded

Good afternoon, Tom, Thank you for taking the time to share your experience. I want to sincerely apologize for the confusion, frustration, and inconvenience you encountered during your first service visit. This is not the level of clarity or service you deserve, especially after trusting us with the purchase and ongoing care of your 2025 RAV4 Hybrid Limited. Regarding your Platinum ECP coverage, I am very sorry you were given inconsistent information. You should always receive a clear explanation of what is included before and during every visit. For Toyota Hybrid models, the maintenance schedule is different from gas-only vehicles. Hybrids follow a 16,000 km interval for oil and filter changes, as set by Toyota Canada. Because these intervals are set at 16,000 km, the oil changes fall only on your 2nd, 4th, and 6th services. Your 1st, 3rd, and 5th services consist of tire rotation or exchange, along with a full inspection of your vehicle. These are still part of your regular maintenance, but they do not include an oil change. I recognize this may differ from what you originally understood at the time of purchase, and it absolutely should have been communicated to you accurately and transparently from the very beginning. I also want to sincerely apologize for the scheduling issue and the three-and-a-half-hour wait you experienced. That is unacceptable, and I take full responsibility for the inconvenience it caused. No guest should ever feel uncertain or misinformed during their service appointment. Your trust is incredibly important to us, and I would appreciate the opportunity to review your ECP plan with you personally, go over what is covered moving forward, and look into the charges from your first visit to determine what support we can provide. Please feel free to contact me directly at your convenience. You deserve clarity, consistency, and a service experience that reflects the confidence you placed in us when you chose our dealership. Kind regards, Rafael Segura Service Director Charlesglen Toyota 403-241-0889 Ext. 624 rafaels@charlesglentoyota.com

Charlesglen Toyota responded

Thanks Donna for giving Charlesglen an opportunity to make things better. As discussed our shop foreman looked at your RAV4 and noted we may need to replace the hinges. From the time he looked at it to now, I am happy to hear it is working but I will continue to follow up with you. Our commitment to you is to ensure you have the best possible purchase experience and I will continue to follow up with you. Thank you, Phil Dao, General Sales Manager

d_thorsten responded

Phil, I do appreciate that you have followed up on my liftgate problem for many days. The lift does work now (80%) of the time. I don't know what your shop foreman did to it but I am glad that it works. Thank you for making my experience better with this issue. I hope the lift continues to work so I don't have to shell out any money for this known hinge problem.