In March of 2022, I went to the Scarborough Toyota and
leased a new Prius Prime. Originally my dealings with Daisy were pleasant but in the months while I was awaiting the arrival of the car, March-July,
leased a new Prius Prime. Originally my dealings with Daisy were pleasant but in the months while I was awaiting the arrival of the car, March-July, things went downhill. I bought the car sight unseen as they didn't have one in stock for me to see or test drive, I made the deal on trust as I have been a loyal Toyota customer since 1999 and my family all own Toyota's. Prior to the deal, she was prompt with replies and even after I signed things were going smooth. Then I decided to buy out my current 2017 corolla at the end of my lease which meant losing the loyalty discount for turning it in. On March 12th I emailed and requested to know what the loyalty discount was that I would be losing and this is where things start to decline as she didn't reply. I'm not too concerned as I am buying my current car, leasing a new car and have done ALL my service and repairs at this dealership so I am confident we can negotiate a satisfactory deal. July comes and it is time for me to buy out my car I email Daisy on July 16th again asking about a new deal and no response. I follow up on July 20th and 21st via email and try phoning multiple times. Because I cannot access her direct line as it gives me a strange message, I call the dealership on July 21st and spend 19 minutes trying to get through to her voice mail as she is not working that day. Once I get someone to transfer me and I get a "this number is a local number, hang up and try again," message. I phone the dealership back again to be sent into a nightmare of being transferred and push this number for the reception loop. In frustration, I email the GM Justin Griffin (I had issues with service this week also) and he replies he will have someone reach out but he makes no effort to speak with me as most would. On the 22nd Daisy finally emails to say her manager said I wanted to talk to her and she doesn't know why I had so much trouble, she gave me her direct line. I reply letting her know the challenges. She states she did not receive my emails and they are not in her spam which is ironic as she is receiving them now that I contacted the GM. MAGIC!!!! Adding this whole experience to my poor service experience and previous poor service experiences I decide I don't want to deal with this kind of poor customer service and will take my money elsewhere. But I still want the car so I make one last ditch effort with Larry Hutchinson the CEO of Toyota Canada who puts me in touch with a woman who states, "I can't transfer the car to another dealership. I'll have someone reach out to you from this dealership, they want to work with you." No one reaches out. On July 26th, I go in to retrieve my deposit and Daisy is not there at the moment. Because I do not want to wait, I ask, can someone else not process the refund? The receptionist asks the manager and no, I have to wait 10 minutes as Daisy is out getting a coffee. Seriously, the manager cannot process it and doesn't have the nerve to come out and face me and discuss the situation or apologize? WOW!!! Daisy arrives and says, I am sorry about everything, hands the receipt to the reception and scurries away quickly. Turns out the reception can process the refund because that is who does it in the end. All in all, it appears the poor customer service is a systemic issue and for that reason, I will avoid Toyota which is sad as this was going to be my 3rd Toyota since 1999. My Mother who also usually buys from Toyota will drive 45 minutes to Whitby to not deal with the poor service at Scarborough Toyota.