NewRoads Aurora Toyota

Complacent, Vague, Deceptive - but Friendly: A Case Study in Instilling a Negative Customer Experience. Feb 2022, a deal is struck, with a reasonable trade in value (for an in demand used truck), and Study in Instilling a Negative Customer Experience. Feb 2022, a deal is struck, with a reasonable trade in value (for an in demand used truck), and a lead time of 4-6 weeks. I offer to give my trade in at end of month to coincide with the spring sales rush. Sales says no problem, just drive it until your car comes in. What's not to like for both sides? I put my $ 2000 down. Fast forward to May 30, 2023. I have had the delivery date backed to over 16 months with little explanation or understanding of why or how on any level beyond supply chain. I have volunteered 3 colour changes to try and maintain my place in the queue- whatever that represents. I was moved to a new model year, and invested several hours trying to help move the process forward- which really should be the Dealerships role as a value-added reseller. As a distributor of a car manufacture, with the Toyota name boldly displayed on its building, I was continuously surprised and somewhat embarrassed how the dealership team continuously blamed Toyota for the all the problems with late delivery, while shrugging its shoulders at the thought of trying to advocate for the building and delivery of the vehicle, or at minimum making regular enquiries to the manufacture. After just over a year, and as a check sum in this process, I contacted 2 other Toyota dealerships in March and April 2023 and was told that the vehicle like mine that I saw on their lots were ordered in April or May of 2022, and my vehicle was a standard configuration so wouldn’t be subject to any additional delay. Strange, did they know or do something that Aurora Toyota didn’t know or wouldn’t do to help acquire a vehicle in approximately one year? So last month the big day finally seemed to be upon me with a mid-June delivery (oops now a mid to later July delivery). All I needed to do now according to my friendly salesperson was to have a re-evaluation completed on my current vehicle. What?...I have a signed contract for the trade in value and the price of the new truck bi-laterally executed by both parties? Well, it is only fair I guess since I've had the car over a year since the original anticipated delivery date. I then push for a meeting to get this contract situation figured out. The story punchline, you ask? I was offered $8k less for my trade in (I did put 30K km on it) and the new truck is now almost $4k more for a $12k total net price increase. If you spread that over 60 months that’s like $200 + tax more per month. No indication that this big of a change was was coming until I asked for my meeting with what I now suppose is a worthless fully executed contract sitting front of me. I could neither anticipate nor plan financially for this change, so I declined to continue this not in good faith negotiation. But the glass is half full I guess, they gave me back my inflation reduced $2000 that they have had for 16 months, and I'm sure they will sell the truck at the new price (I have had more than one person say they likely sold my new truck over the course of this deal period for more money and kept putting me further down in the queue, and it helped them greatly because they had an actual customer name attached to a PO). Because of such a gap in the trade-in and new truck price, I am starting to wonder if this may may have been the strategy the whole time: sign a deal, tell customer to keep trade in as long as he needs with no km limit, get order in with a customer name on it, sell it higher when it comes in if opportunity arises, and push the original customer down the road. It seems like a good strategy, doesn't it? But if things don't go well for the dealer, don’t fret, they can always default to the tried and true under the bus throwing mantra, “ It’s Toyota's fault!” to remain squeaky clean. Aurora Toyota: Thank you for providing a roadmap on exactly what not to do to create a positive customer experience. More

I think this is the third time I have bought RAV 4 from your dealership and every time Mr. David has helped us with honesty, knowledge and gone beyond our expectations to help meet our needs. I would recom your dealership and every time Mr. David has helped us with honesty, knowledge and gone beyond our expectations to help meet our needs. I would recommend him to anyone interested in buying a Toyota. More

Great customer service and knowledgeable sales people. They helped to get our family into the right vehicle for us. They helped to get our family into the right vehicle for us. More

Pleasant staff. Knowledgeable group. Overall experience was fine outside of delivery time, which wasn’t their fault. Knowledgeable group. Overall experience was fine outside of delivery time, which wasn’t their fault. More

Tom was great salesman. He was attentive and courteous. I love my new Toyota Tacoma! He was attentive and courteous. I love my new Toyota Tacoma! More

Appreciated Nan Wang assistance in the purchase of my new RAV4 he was very helpful in setting up the vehicle to my phone RAV4 he was very helpful in setting up the vehicle to my phone More

Excellent service, very friendly and informative! Eugene Gavrilenco was extremely helpful and patient. Our experience was superb overall! Eugene Gavrilenco was extremely helpful and patient. Our experience was superb overall! More

Eugene was fantastic. I was kept informed from the time I ordered my vehicle until the time I received it. The car was even delivered to my house with Eugene spending over I was kept informed from the time I ordered my vehicle until the time I received it. The car was even delivered to my house with Eugene spending over an hour showing me the nuisances and electronics of the car. I would highly rate Eugene and this dealership. Everything was top notch from start to finish! More

Our Product Advisor Nan Wang was very good, very approachable & he explained everything about the features of our vehicle. He answered all our questions. approachable & he explained everything about the features of our vehicle. He answered all our questions. More

Thx for Ash to help me finalize all the new car process as a new comer to canada as a new comer to canada More