My parents bought a used 2019 Toyota Corolla LE on my behalf at the end of Aug 2019 from this dealership. The actual sale facilitated by Greg Sipprell was pretty straightforward and seamless, and we drove the car off the lot a week later. (Although Greg refused to fill the gas tank up to the max when he gave me the car, so that's the first reason I don't recommend him.) No problems with the car itself two months later.
However after I took ownership of the car, I realized that there had been a discrepancy in the paperwork. The sale agreement stated that the maximum distance driven on the car was ~16000km, while the odometer reading on the safety certificate (dated two days after the bill of sale was drafted and the car had been purchased) was ~18100km.
After taking the car and "closing" the sale, there were also a few other items that I had yet to receive, such as carpet mats and the paint pen (actually signed on in the sale agreement) as well as the full vehicle manual (not included by default for some reason but promised verbally by Greg).
Throughout all of September we attempted to contact Greg several times about these items as well as the discrepancy in distance driven. Greg responded with one one-liner email and more verbal promises to follow up, until he stopped responding to any communications at all and basically ghosted us.
By the first week of October (4-5 weeks after the car had been driven off the lot), we escalated with a call to Dilan Graham, the sales manager. Dilan also promised to immediately follow up and personally mail the items, but just like Greg, he ghosted us too and all calls would be sent to voicemail.
Finally approaching late October, I escalated once more to Kiron Singh, the general manager. Kiron did respond in a timely manner (perhaps because I mentioned reaching out to OMVIC and Toyota Canada next) however he revealed that he had just ordered the carpet mats, the manual, and the paint pen (8 WEEKS after the car had been driven off the lot), and that the discrepancy in the paperwork was due to an error in the bill of sale -- a legally binding document -- which "should have been updated at time of purchase", and therefore the correct distance is the higher one on the safety certificate.
I am still speaking with Kiron about this and will update my review depending on what happens next. Right now however, I strongly suggest prospective buyers to stay away and find a better dealership to deal with, unless they want to add more stress and complications to their car purchasing experience.'
**UPDATE 11/05/19**: My suggestion to stay away remains the same. Since posting my review, I requested compensation for the error and the lack of communication in the form of a $300 gas gift card. The $300 was determined via the difference in average sale price between a 2019 Toyota Corolla LE driven 16000km and driven 18000km (based off of online research). The gift card was requested as I wanted to avoid the possibility of any further lengthy exchanges with the dealership (since the previous communication patterns made me believe they wanted to cease interactions ASAP).
Instead, Kiron's counter-offer was 4 oil changes. I asked again for the gift card and re-explained my reasoning, as well as the fact that I don't even live anywhere near Richmond Hill so the oil changes are worth even less to me. Kiron responded that apparently Richmond Hill Hyundai's policy is to charge $0.05/km, therefore 2000km = $100, and the only option for compensation was via oil changes.
Wanting to be done with this, I said I would accept the oil changes if they could be done at any dealership within Phaeton Auto Group (the group that this dealership falls under). However Kiron said that the oil changes could only be redeemed at Richmond Hill Hyundai, AND ONLY AFTER A FULL AND FINAL RELEASE FORM IS SIGNED.
Upon asking for the terms of the release, I was simply told it was "to ensure that there will be no further action taken towards Richmond Hill Hyundai (no further compensation)," and that "this also includes actions such as social media/google."
So, again: only buy from this dealership if you want to be thrown into a ridiculous situation that makes you laugh with how awful their service is. Otherwise, AVOID PHAETON AUTO GROUP COMPLETELY including their other dealerships:
- Richmond Hill Toyota
- Thornhill Hyundai
- Toyota Town (in London)
- Lexus of London
(If this review eventually disappears, assume that either the compensation to sign the release form was too good, or that they're censoring bad reviews.)