We wanted to buy a Toyota Camry Hyrbrid. We were given a VIP appointment with a Sales person to do the test drive. So one Saturday we went there all the way from Brampton and took the test drive. We spent sometime going over the deals, features and colors and liked a car in 2018 model but was not available in the white color we wanted. We left that day to be in touch with the sales person. After a wait of two weeks, after multiple back and forth conversations we were told we would be getting a 2019 model in the color white. We went through the deal and once satisfied with the lease payment and other terms provided all the relevant information to get financing and ownership in our name. VIN number of the new car was provided to us and we also moved the insurance from our old car to new car. A day was finalised for pickup and we took Uber, picked my daughter half day from school and went excitedly to pick our new car. Once we reached, the sales man showed the license plate number and showed our car. We took pictures of our new car and the sales person said that with in the next 15 minutes once the finance papers are signed we should get going. We met the finance manager (Amir) and when we were going through the paper work realised an issue with the lease term. He questioned the sales person and he and the sales person were gone for quite sometime to figure it out. After 5 minutes the sales person returned with his manager (Tony) and told us there was an issue. The car we chose was not for us at all and that it needs to go to a different customer. They said we should be getting a 2018 and not 2019 model, it was an administrative mistake on their part. WTH? We were shocked and said we are not at fault and should be given the deal we agreed upon. We said our time, energy spent the whole two weeks through the whole process were wasted. They said don't jump on the mistakes, ' Don't you make mistakes?" either take your deposit back or we can find you a 2018 car.
We were so frustrated. They made such a big blunder and on top of that had the audacity to question us. What if we had driven the vehicle home if we didn't have an issue with the papers? After a while we slowly digested what happened and asked them to find a 2018 vehicle. They did find a demo model and after further back and forth discussions for 3 hours a deal was finalised, and they agreed to give us snow tires, remote start and rust proof free of cost as a kind gesture towards what happened to us. We were surprised and again sat with the finance guy to sign the papers. We wanted to check the breakup of the deal before signing only to find that what ever was added as complimentary were already charged in the final price. ATROCIOUS RIGHT! WHAT BIG LIARS THEY WERE!
When asked to remove the cost of those things, the finance guy (Amir) said he can not deal with us and said he was going to eat and called the sales person and sales manager (Toni) to deal with us. Sales manager was even worse. He said, he never said he was giving it free and asked us why we should give it free? Now all the mistake made on their part was completely forgotten. He said either take it or leave it. I don't even want to do the deal with you guys anymore.
We felt very humiliated, never ever have we been so insulted before in this beautiful country that too for no fault of ours. We left home exhausted, It was like we were begging them for something. Even Walmart or No Frills if they bill us incorrectly would give the stuff for free or give some discounts. The management had absolute lack of courtesy and did not try to satisfy the customer even a single bit. Sales person (Mush) was witness to all that happened, he agreed to our side of the story but he couldn't help us in anyway.
To top it all when called and expressed my grievane to TOYOTA, they said all they can do is record a dissatisfaction report! Simply SUPERB!!!