Thornhill Toyota can at best be described as an unethical dealership, that employs deceitful sales tactics and does not deliver. Honesty, Integrity, and Doing the Right Thing, are never characteristics that you should have to be concerned about as a consumer. Let me share the details of the experience below:
1: In mid - August, we test drove a 2021 Sienna with Jeff Wong, and agreed to purchase a build that was inbound for dealership and due to land in early September. We brought our existing Prius for Jeff to evaluate and agreed on a 3% discount due to the model year-end and accepting the build as-is
2: When we returned to sign the paperwork, Jeff lied to the management team saying he had never seen our trade before, and they offered 25% less than what was agreed. Further, Jeff reneged on the 3% discount, and when I spoke with the sales manager, Milan Novakovic, he said 'Jeff can say whatever he want's, but I make the decisions'. How is it reasonable for sales people to make agreements with customers if they cant not honour? After several painful hours we agreed to take the Sienna once they restored the original offer for the trade. They continued to reneg on the MSRP discount.
3. Fast forward to Sept 11th, anticipated delivery week. Jeff Wong calls me back and says that 'your vehicle is no longer available, it was pulled from our system'. How is it possible that a specific car that I engaged in a contract for, that Thornhill Toyota accepted a $3k deposit on, and was set for delivery 3 weeks after signing suddenly disappears? Was the car allocated to another customer? Were they lying about availability when I originally signed? Is there some other explanation?.
4. Following the phone call from Jeff Wong where he communicated that they would not be delivering on the contract, he tried to convince me to take a lower trim that would supposedly arrive in two weeks, explaining that that some of the features we purchased were not really worth it and this would be cheaper. Huh? He then tried to pressure me and said if I didn't accept the lower trim, I would probably end up with nothing. I don't even know how to process these type of bait and switch, and pressure tactics.
5. I asked for Jeff to have Milan Novakovic call me back so that I could further understand He said 'he'll call you back in an hour, Saturday is our sales day so he is tied up with other deals.' This was in the morning, I waited until 5:23pm to follow up with Jeff because I have no other contact information, and he simply said again 'he'll call you when he's free'. He never called.
6. I am not in the precarious position of having a contract that Thornhill Toyota has indicated that they have no intention of fulfilling, and uncertainty on what has happened and how to move forward. What type of business people behave like this? How is this acceptable conduct?
I cannot condemn Toyota overall, as we have had good experiences with previous vehicles, however, if this is a brand you are interested in, I strongly recommend that you avoid Thronhill Toyota and work with one of the many other Toyota dealerships in the GTA.