Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is regarding an issues with my 2023 Toyota Highlander (VIN: *****************), purchased from Sherwood Park Toyota on July *, 2023, and the dealership's failure to address these problems adequately.1. Paint Defect in New Vehicle:Shortly after purchase, I noticed visibly mismatched paint on multiple panels (doors, rear bumper, and upper sections). Sherwood Park Toyota confirmed the defect (Service Invoice #**********, August **, 2024) and recommended a full repaintan unacceptable solution that would significantly reduce my vehicle's resale value. As a brand-new vehicle, this defect should never have existed, yet Toyota Canada has refused to offer proper compensation or alternative resolutions.2. Failure to Provide Warranty Documentation:At purchase, I was sold additional protection plans (listed on my bill of sale), including explicit paint protection. Despite repeated requests via email, phone, and in-person visits to the finance department, Sherwood Park Toyota has deliberately withheld the full terms of these plans. This lack of transparency prevents me from accessing protections I paid for, constituting misleading business practices.3. Attempts to Resolve:I have exhausted all reasonable avenues:Multiple unresolved discussions with Sherwood Park Toyota's service and finance departments Escalation to Toyota ******, who acknowledged the defect but took no meaningful action Preserved all documentation (service reports, emails, bill of sale)4.Requested Resolution:Compensate for the time, stress, and diminished vehicle value caused by this ordeal

  Business Response

  Date: 29/05/2025

  This is a warranty matter and not the dealership matter.  The customer was offered to have the vehicle repainted under warranty by Toyota *********** The customers exact response by email that we have on file was "as I appreciate the offer, it is not one I can accept".  

   

  The customer was dealt with following ********************** Canada warranty procedures.

   

  At this time nothing else above the offer from Toyota Canada to repaint the vehicle can be done.

• Initial Complaint

  Date:25/02/2023

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Email sent to the business
  
  On Sat, Feb 25, 2023 at 12:10 PM wrote:
  
  *****
  
  Your team used fraudulent misleading sales tactics to sell your vehicle. Not only did it happen to me it also happened to other people I know. 
  
  
  The 3M you added on to the vehicle which i did not want or confirm brought my purchase price up which I did not want. The wireless charger that was supposed to be part of my package was not included. When I brought it to the salesman's attention he said he would order me a phone case that allowed me charge through the case. I eventually brought it to his attention that I don't think the vehicle has wireless charging and he agreed and said he thought it did and it was only in the 2022 edition. 
  
  
  Brought all of this to your attention, I even asked tho have the 3m coating removed because I didn't agree to it and you refused and suggested I give the car back after waiting so long for it. Now your alternative is to give me 200 towards a wireless charger that was supposed to be included in my package for the 2 k plus that you guys charged me for. 
  
  Please make it make sense. 
  
  
  As per the picture I added which is what I agreed on the 3m was part of the price that I would be paying per month. And I said I would think about it. So I was expecting my monthly price to be $625 at $43,645.54 all in or lower not higher. 
  
  
  I feel like if we can't get to a resolution this is going to end up at ****** ******** ***** and amvic 
  
  
  I want my price brought back to 625 please and thank you.
  
  

  Business Response

  Date: 27/02/2023

  When the customer 1syt ordered the vehicle on December 21st 2022 the customer was presented and wanted the invisible paint protection.  When the vehicle arrived the product was applied, the dealership incurred expense installing it.  Removing it with no cost is not an option.  The customer took the vehicle signed all the paperwork, came back the next day.  He was given an option, the dealership would take the vehicle back even though it has been driven and the customer would order a new one.  This was not accepted by the customer..  The vehicle was presented to the customer with all the options available on the vehicle and model the customer ordered.  The option in question is not available on this model, the customer was explained this also the day he came back.  At this time the vehicle has been driven and registered for 2 weeks. If the customer is still not happy with the vehicle the dealership will take it back if the following is met.  If the vehicle has less than 250 kilometers, the dealership will take the vehicle back.  This offer is only good if the vehicle has less than 250 kilometers on it.

  Customer Answer

  Date: 27/02/2023

  
  
  Complaint: 19498046
  
  
  
  I am rejecting this response because: 

  I never ever stated i wanted any paint protection or any other accessories on the vehicle. 
  
  
  
  when I first got to the dealership I spoke with **. I asked about the features of the vehicle and he explained it to me
  
  One of the main features that intrigued me was the wireless charger.
  
  
  
  i spoke to ** over 3 times about this wireless charger, he indicated to me all 3 times that I was equipped with it. 
  
  
  
  i also called back to inquire about a remote starter and he assured me it came with it also.
  
  He asked if I was interested in 3 m coating for the vehicle I said no I do not. He went to speak to the manager and the manager ***** broke down the 3 m package and said they would give me a discount on it and gave me the overall price for the vehicle which was 43,645.54 and the monthly payments of 625 for 96 months. I said ok let me think about it. We never spoke about the 3 m after that until the car came in and I noticed it on the vehicle and I raised concerns that very moment. 
  
  I also wanted the vehicle in my company name which was also brought up a few times to ** and he also assured me it would be done.
  
  When i went in to the finance office to sign papers I brought up my concerns  about the car being in my business name and i found out that ** had not mentioned it to the finance people and they had a talk with him about letting them know those types of details before hand and it was too late to alter the paperwork and it would take a few days to get approval from the back to get it sorted. i opted to keep everything in my personal name. 

  
  I signed the documents and went to go look at my vehicle. I tried to charge the phone with the salesman's assistance and he said it's because of my phone case and he would order me a new phone case that would make it easier to charge. I believed him and took the car home. 

  the next dy i called him and spoke to him about the charger and he mentioned to me that he had not realized and the car does not come with a wireless charger and that was discontinued in the 2022 edition, this is where the problem started because that was a big selling point for me and now not only did i get a 3 m coating i did not care for or want i also don't have my wireless charging that i was promised. i again explained my frustrations to ** and ***** and they suggested i give the car back and buy a new vehicle that cost more money with less features, i was not willing to do that at the time because around that time I was getting ready for a very important meeting in Toronto which I had to prepare for with my team. again i took the car home and i spoke ** and i told him i would just bring the car back because i'm not happy with the situation and told him i would bring it back the next day. the next day came and i got busy with my preparation for my trip and couldn't brung back the vehicle, ***** called me and explained that he needed the vehicle back right away but i was already on my way to the airport and assured him the car was parked in my garage and would bring it back when i returned he said that was not possible and he needed the car right away, i said i couldn't do that and he said ok to keep the car and he was going to do something for me and take care of my troubles. i took that as him understanding my situation and the inconvenienced caused and he was going to help me out instead i got an email saying he would give me 200 towards a wireless charger instead of taking off the 3m coaching and adding the wireless charger i was originally promised

  from my point of view i gave a deposit of 1000 from my credit card, waited almost 2 months for the car to come in when it was promised to come in a month earlier, the least they can do is honour what the sales man had originally promised. now i'm stuck with a car payment that was higher than i anticipated and a dealership that is trying to rob me.

  i explained my situation to a friend of mine they also said the same thing happened to them as well from this same dealership. 

  so clearly this is a sales practice for them.

  i have had the car since feb 14th with the expectation of driving the vehicle. from my home to the dealership is 33kms, i have gone back and forth to the dealership twice that's already 133 km and you expect me to only have 250 kms on the vehicle since feb 14? how realistic is that? the vehicle is currently sitting at 437 km which is well below the daily average use of a vehicle. 

   

  as much as this isn't the outcome i wanted i will gladly return your vehicle and be more than happy to never use this dealership again.

   

  let me know what time and date works for you and you will have your car

   

   

   

  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:25/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a deposit to sherwood park toyota on Nov 22 2021 of $1000 to purchase a 2022 Toyota highlander hybrid platinum. On placing the order and giving them the deposit I was told the wait for the vehicle is 6weeks. After not having anyone contact me in that time frame I contacted them back and was told due to the shortage of vehicle parts they were unable to deliver me my vehicle for an unknown time. It has now been well over 1 year and almost a month into 2023 and I still haven't received any vehicle and they still have my deposit. Also when I try and contact my sales representative at sherwood toyota I get no reply to text message. I called the dealership to speak with ***** the sales rep and i was told by the receptionist that he was busy with another customer and will contact me back and never did. I am not happy with the how they've been unable to deliver my vehicle but now ignore me and refuse to let me know any status on my order.

  Business Response

  Date: 26/01/2023

  Customer will be contacted today and deposit will be refunded.

• Initial Complaint

  Date:30/11/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We got two cars with them and the service being really bad and we went to to the service with them to fix the tiers which was their problem they didn't fix it properly and we have to go so many times to check and they keep telling us it's fine but it was not . When we talk to the service manager they r not willing to accept their fault.
  It's very much bad. Top of everything the tiers was wasted since we brought the car from the service.i don't understand what's going on.

  Business Response

  Date: 01/12/2022

  Customer called service department on November 30th, accursing the dealership of switching his tires to trick him to buy ne tires.  The customer drives a 2021 Toyota Rav4, when the customer was in service last time July 17th 2022.  At that time his vehicle had 32306 kilometers on it and the terse were at 7/32 front and 6/32 back which is good.

  In September the customer came in with a nail in his back tire, flat tire repair was done.  October, we replaced a valve stem on a front tire due to corrosion on bead. On November 10th we performed a bubble test to see if any leaks appeared, no leaks found.  We also balanced the tires.

   

  This is the 1st time we have head from the customer since.  We asked the customer to bring his vehicle in so we could diagnose what his issues are.  The customer refuses ro bring the vehicle in.

   

  We really don't know what the customer wants?