Tony Graham Toyota

Toyota lost yet another repeat customer today and over what I thought would be an easy solution. It all started with a recall of all things but that wasn’t the issue, it was the lack of customer service. what I thought would be an easy solution. It all started with a recall of all things but that wasn’t the issue, it was the lack of customer service. I’ve been reading other posts on here and wish I had before buying my Tundra because I probably would have decided not to. It’s not like the Tundra is cheaper or more fuel efficient than any other truck in its class.  So if you ever try to log a complaint with Toyota Canada all that you will hear is that all dealers are independent over and over again, it has to be a line they are told to say. All I wanted was not to be forced to go to one particular dealership to complete a recall but that wasn’t something they could deal with. I’m not sure if Toyota realizes that the customer support agents are the face of the company and if they don’t care at all if a customer stays with Toyota or not then this company has problems. The agent let me know that he could not make calls out or contact dealerships in any way. He also let me know that he had no way of contacting any higher management. I had to ask then where my complaint would go if he had no way of communicating with anyone else? It was pretty clear that the dealership being independent would never see it, so why have a complaint line that has nothing to do with the business you are taking complaints on, I know so you can just trash them after the call and move on. I wrote out the entire ordeal below but I realize not many people will read that far or look at it as I do when reading reviews (with a grain of salt), which I now realize lets companies continue to provide less and less customer service. I’ll try and keep this as short as possible as this started back in Jan 2022 and has yet to be resolved. To start I received a recall notice from Toyota for my block heater and made an appointment. I got to the dealership and they said the recall is only to remove the block heater and not replace it, I could however sign a waiver to keep it installed at my own risk. I found this confusing as I paid extra for mine during the purchase, so I started asking questions and that’s when they decided to look up my model and found out it was one that is actually being replaced. This was the first sign that I probably should have gone elsewhere but I thought not a big deal everyone makes mistakes. So they let me know they could only remove the heater that day as Toyota doesn’t have the replacement parts right now and that they would contact me when they do. I waited till June and I received another recall notice, so I decided to call the dealership, they first started talking about the removal and not replacing again, so I had to explain everything once more and then they came to the same conclusion again and let me know that they now have the parts. So I booked an appointment, they called and texted the day before to remind me about the appointment. The next day I dropped my truck off at 11am and said I would be back to pick it up at6pm that night. I went back that night to find out that they had done nothing and my truck just sat there all day, as they said the parts weren’t there. At this point I had driven there twice and had someone else drive there twice as well for no reason. With the price of gas and the time wasted, a simple phone call letting me know before I arrived back would have alleviated the entire problem, but they hadn’t bothered. I was done with the mistreatment by this dealership so I wanted to have the block heater installed by a different dealer. This is where Toyota really let me down, apparently since the original dealer ordered in my part I have to go back to them and the second dealership cancelled my appointment. So no matter how they treated me with a lack of respect and even the decency of a phone call. I must go back. I tried to have Toyota Canada contact them to have the part shipped from one to the other or to send another part from the warehouse but they said they were unable and more like unwilling to do so. The agent kept saying he gave me options, which was for me to call the dealership to have the part sent over to the other dealer. I said you know that is just going to be a fight and they will try and charge me for something in order to do so. I will end up trying to do this and maybe I won’t end up arguing with them and wasting more time but so far the way Toyota treats its customers I highly doubt it.  I should mention that the second dealership tried to defend the first blaming COVID etc before even knowing any of the details, which only further shows that the customer is never right in the eyes of these independent and consequence free dealerships. More

An example to the greed of sales agents at car dealerships and their exploitation of people in the current situation of cars shortage..On May 25, I found the car I was looking for at Tony Graham M dealerships and their exploitation of people in the current situation of cars shortage..On May 25, I found the car I was looking for at Tony Graham Marivale. In the early morning of the same day I sent an email asking if its avaible for a test drive..I didn’t wait long to get the response from Jason Sousa assuring me that the car is available and available for testing so I took an appointment with him at 5pm of the same day. After 45 min if driving I arrived at the location at 5pm with my wife and my children to be told it wad sold!! Oh i am sorry someone called and completed the sale process over the phone. Just like that, he didnt even bother to call me and save me the trip. Jason Sousa thank you for the worst ever customer service experience More

We are SO happy with are new RAV4, and proud to say how efficient and professional Parvir Kaur was with us in the process of buying are new SUV. THANK YOU SO MUCH Tony Graham and Parvir Kaur for the wonde efficient and professional Parvir Kaur was with us in the process of buying are new SUV. THANK YOU SO MUCH Tony Graham and Parvir Kaur for the wonderful experience we had.......🙂 More

Luis Martinez, excellent service. Since 1992, we have been buying our vehicles from Tony Graham on Merivale Rd. This has been our best purchasing experience to date. It was a pleasur Since 1992, we have been buying our vehicles from Tony Graham on Merivale Rd. This has been our best purchasing experience to date. It was a pleasure from start to finish. Luis is an extremely knowledgeable and professional individual. Highly recommended. by E and L More

I have been a RAV4 girl for over 10 years. ..all have been from Tony Graham Toyota. My salesman Mahdi who also sold me my last RAV4, is awesome!!!! Friendly and informative!!! ..all have been from Tony Graham Toyota. My salesman Mahdi who also sold me my last RAV4, is awesome!!!! Friendly and informative!!! More

Yesterday, I visted Tony Graham Toyota service department. I couldn't be more satisfied with the level of service. Sam, the service manager made sure that the repairs and customer service is unpar department. I couldn't be more satisfied with the level of service. Sam, the service manager made sure that the repairs and customer service is unparalleled and because of this level of customer satisfaction, I highly recommend this dealership and their service department. A 5 stars rating is the minimum I could give them , in all catagories. Thank you Tony Graham for employing people like Sam and making sure the right man is in the right place. More

Service Manager Sam is a class act. Helped me big time. Sam had a solution for my serious problem. Also thank you to Jacob too. Sam had a solution for my serious problem. Also thank you to Jacob too. More

been a customer for many yearsrecent experience was been a customer for many years recent experience was horrible customer service and service in general has been unacceptable had a lot of screw ups been a customer for many years recent experience was horrible customer service and service in general has been unacceptable had a lot of screw ups and unnecessary trips to the dealership I am switching all my future services to barrhaven toyota where I was treated as a valued customer not just another number walking through the door after so many years of being a loyal customer and buying several vehicles there I am very disappointed and surprised at the treatment I got at merivale location would not recommend dealing with them More

I bought a 2021 Toyota Highlander Hybrid from Tony Graham Toyota in Nepean. The buying experience was a pleasure from start to finish. I dealt with Ali Said. Ali is an excellent listener and looked after my Toyota in Nepean. The buying experience was a pleasure from start to finish. I dealt with Ali Said. Ali is an excellent listener and looked after my needs in a highly professional manner. I felt no pressure to buy the vehicle and each time Ali left me in his office to consult with his sales manager, he returned in 10 minutes. I signed the purchase agreement 2-1/2 hours after arriving at the dealership. I am delighted with the way I was treated at Tony Graham Toyota and I will happily recommend this dealership to anyone looking to buy a vehicle. Lars Eif More

My fiancé and I just bought a used RAV4 from Jessica and we had a great experience with her! She went above and beyond for us. She was very friendly and really worked with us. Even after having some issues, we had a great experience with her! She went above and beyond for us. She was very friendly and really worked with us. Even after having some issues, we texted her and she came to our rescue right away. We cannot say enough good things about her! More