Upper James Toyota

Service manager is a hack. Front end service people are worse. Refused to escalate or resolve issue. Notice they sit almost 20 spots below my new normal dealership so my experi Front end service people are worse. Refused to escalate or resolve issue. Notice they sit almost 20 spots below my new normal dealership so my experiences are not unique. More

Wonderful experience at this dealership! I had the pleasure of dealing with Aidan in purchasing my vehicle. From the moment we chatted on their live chat online to the day I picked up my I had the pleasure of dealing with Aidan in purchasing my vehicle. From the moment we chatted on their live chat online to the day I picked up my car, he was absolutely amazing! Aidan was very professional, polite and NOT pushy at all! I highly recommend you ask for Aidan if you're interested in purchasing a vehicle from here! Great guy and wish you all the best Aidan! Thank you! More

Terrible sales staff,management, lies, miscommunications, lacking customer service skills and overall bad service! There are many dealers to choose from. Go elsewhere. lacking customer service skills and overall bad service! There are many dealers to choose from. Go elsewhere. More

Service department Specialist Kevin is the most wonderful person that I ever encountered while servicing my vehicles all this years ! He is very professional,knowledgeable and always makes you feel welcome a person that I ever encountered while servicing my vehicles all this years ! He is very professional,knowledgeable and always makes you feel welcome and at ease.Thanks for everything Kevin. Teresa More

My worst experience so far at a dealership ever! The only cherry on top of this disparaging experience was that the receptionist was the sweetest person we’ve met at any dealership. After waitin The only cherry on top of this disparaging experience was that the receptionist was the sweetest person we’ve met at any dealership. After waiting a good 30 mins and being offered the best customer experience by the receptionist, we were treated to a distrait agent who was in least concerned in treating us with minimum curtesy. Either this dealership has contractual customers signed up for the 100 years or these agents are living is a fantasy that customer reviews and experience don’t mean a thing! I’ve grown to love the brand for generations hence the concern to write this review. This was my first visit to a Toyota showroom in efforts to convince my wife to consider the brand, sadly it was resentful one. All the responses to my 4-5 preplanned questions made me feel I wasn’t welcome. The last I checked sales is a derivative of customer satisfaction and customers come first, I would have restrained myself if I had experienced a fraction of this. Unfortunately I didn’t and I would never recommend going back or either contacting them as I tried consulting with them over the phone thinking it would better but both instances left me thinking it might be better in person. So credulous of me to think so. Hoping some action is taken so that no one should ever feel this way. Especially at Toyota. An unsatisfied customer. More

Unfortunately, just because a business is ‘local’ or ‘family owned’ does not always mean it is a business you should support. The events that transpired while purchasing a new vehicle at Upper James Toy ‘family owned’ does not always mean it is a business you should support. The events that transpired while purchasing a new vehicle at Upper James Toyota, which is owned by Parkway Motors Hamilton, can be considered deplorable at best. The individuals I have interacted with at this dealership seem to have no regard for quality customer service, integrity, support for the product they sell or consideration for human dignity. I put an order in for a 2022 Toyota Tacoma and waited 6 months for the vehicle to be delivered. The vehicle was delivered with defects that affected the safe operation as the vehicle would not drive straight and constantly pulled to one direction and would be challenging to drive safely on the road. I observed it immediately upon driving it for the first time, however decided to wait and get a feel to see how the vehicle handles and not jump to conclusions. I informed the dealership the same week I took delivery of the vehicle that there was an issue with the drivability and they immediately became defensive and began making up excuses that can be considered comical. I was told “Trucks are torquey, they are designed to pull to one side because it’s the only way they can handle all that torque and power” or “The road crowns and therefore it’s the road not the truck”. Despite describing that the issue was not the result of a slight crown in the road as the issue persisted on flat terrain and evidence provided showing the steering wheel was not aligned straight. Additionally I found several areas of cosmetic damage caused by the carelessness of the dealership, and they even admitted to it and claimed they would take responsibility for it; but then backpedaled and later refused to do so. The vehicle was brought back approximately one week after delivery for a reinspection and the dealership held onto the vehicle for over 36 hours and claimed no issues existed, that it was operating perfectly. I informed them several days later the issue persisted, and they refused to service the vehicle without a second opinion. I brought the vehicle to another Toyota dealership which immediately identified there was an issue as a result of an error with manufacturing with the vehicle's drivability in a matter of minutes; I proceeded to get a third opinion to be safe from a certified shop and they also confirmed the same issues were observed. This information was brought back to the attention of Upper James Toyota that they did not diagnose the vehicle properly and the issue does in fact exist. The dealership then stated they refuse to service the vehicle and would no longer accept my vehicle or myself for any business despite the problem being an identified manufacturer defect. Upper James Toyota appears to simply want to sell vehicles and end the transaction there as they could not appropriately diagnose a defect that I had described in detail. They then refused to service it as a result of it not being worth their time for a customer who purchased a vehicle from them only weeks earlier and did not want to honour Toyota’s warranty. I tried working with the Sales Representative, Matt McGurie to have the vehicle brought back in because the vehicle was still not driving straight or operating safely, restating, he told me including terms 'you clearly just don't like the truck, it's a Toyota, they aren't perfect and have defects, if you wanted something nicer then you should have bought a Lexus'. He then promised to have the vehicle brought in for all repairs if I could prove with a second opinion there was an issue with it. I informed them of the second opinion from another Toyota dealership and he refused to accept it and refused to bring the vehicle in for servicing. Roberto Oliver was included in the same verbal and email exchanges with Matt regarding the persistence of issues and notified of proof of a second (and third) opinion and refused to bring the vehicle in for servicing. His demeanor was condescending where he would often argue little details or facts by indicating my opinions were incorrect or not justified. He admitted fault for the cosmetic damage to the vehicle and promised they would conduct the repairs to make it brand new (as the vehicle was). Ilya Pinassi is the General Manager/VP of Operations and has decided to refuse to service the vehicle and serve me as a customer. He offered a conditional refund of the vehicle when the issues first occurred, however he also stated that the dealership would bring the vehicle in to have all required repairs made to allow the vehicle to operate as designed in a safe matter and repair any cosmetic damages as promised by their New Car Sales Manager. They then decided to break that obligation by refusing to fix it as they claim the vehicle was perfect and stated the cosmetic damage could only be patched over instead of properly replacing components or using appropriate means to make them appear as new. When Toyota Canada informed me they contacted them, many of the details he provided them were false which contradict the evidence and statements I have from himself and representatives of the dealership. Additionally, it was brought to my attention by Toyota Canada that someone wrote a negative review about their interactions at the dealership, whether it was related to my experience and someone who heard about my story decided to write it, or someone else was having a similar problem with the dealership; Ilya Pinassi wrote a response to that review with identifiable information about my interactions with the dealership including false and slanderous statements. This dealership has no regard for integrity or respect. I had to learn the hard way but do your self a favour and run away from all three of Parkway Motors Dealerships (Upper James Toyota, Red Hill Toyota and Parkway Nissan). More

The team that supported us in our purchase of the Camry was knowledgeable, helpful and professional. Tiffany (product advisor) was delightfully personable, as well as offering thoughtful and sage advice in was knowledgeable, helpful and professional. Tiffany (product advisor) was delightfully personable, as well as offering thoughtful and sage advice in our decision-making; wonderfully relational. Adam (financial services) assisted with our financing with great aplomb. Aidan (customer care specialist) walked us through the many new elements of the automobile with a fresh humour and informed sagacity. More

We took possession of our new Rav 4 Prime January 29th. We had talked to management November of 2019 on how we could be put on the waiting list. They have been wonderful at keeping us informed and updat We had talked to management November of 2019 on how we could be put on the waiting list. They have been wonderful at keeping us informed and updat6ed. A special shout out to Jason for all the work he did on our behalf. Antony T. Was waiting for us the morning of our pick up. He was very informative on the options of our new car. He took the time to go through functions and told us not to hesitate in contacting him at any time while we are getting used to our new car if we have any concerns or questions. From beginning to end, dealing with Upper James Toyota was an excellent experience. They say that they are there to make their customers happy and that is just how we felt. Jane and Tom Gahagan More

bought our Rav4 from Upper James Toyota. Great service and M Mustafa went above and beyond finding us what we wanted and more. Thank you so much. a Toyota customer for life. and M Mustafa went above and beyond finding us what we wanted and more. Thank you so much. a Toyota customer for life. More

My 85 year old mother took her Toyota in for service today. 12,000 k and they had to “clean” her brakes and did other work that was not necessary.. I would NEVER buy or have a car serviced there. Horrib today. 12,000 k and they had to “clean” her brakes and did other work that was not necessary.. I would NEVER buy or have a car serviced there. Horrible!!! Absolutely unconscionable. More