Complaints
This profile includes complaints for Granville Toyota's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:18/04/2024
Type:Status:ResolvedMore 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 ****** ****** was having issues last year and after a couple of visit to Toyota Granville - Fraser, they had finally found the issue last July 25, 2023 and it was the transmission. Part of the report states "Recommend an used transmission for best results". Below is the timeline from replacement and the issues that arise after they installed a USED transmission:07/16/2023 : - Odometer Reading ******* miles - ********* used transmission as recommended by the service department - Cost : $4,922 01/18/2024 : - Odometer Reading ******* miles - ****** Car would not move in reverse. - Solution : Technician inspected and found ATF was very dark in color. The new fluid when we installed the used transmission must have cleaned the internals of the fluid transmission. Flush ATF fluid and installed new fluid again. Reverse is now operational.- Cost : $0 04/16/2024: - Odometer Reading ****** miles - ****** Car would not move in reverse. Second time it failed - Recommended Solution : Replace the transmission - Potential Cost : Used Transmission = $5600 Warranty : 1 year/20,000 KM New Transmission = $7918 Because I trust Toyota Granville about their recommendation and perhaps their workmanship, it did not come to my mind to ask for a warranty. My issue here is their workmanship and the used transmission that they installed, the car was only driven 753 miles and it was only 8 months ago and now it need to be replaced and I have to pay for it? Why the new quote for a used transmission have a warranty and the previously installed did not have?
Business Response
Date: 19/04/2024
In regards to the complaint filed by ******************, I certainly want to clarify at the outset my full empathy for the situation that he finds himself in. ****************** is an extremely valued customer by ********************** and as the General Manager of the dealership I feel for the scenario that has taken place in regards to ********************************* ******.
When ****************** was first faced with his options in replacing the transmission in his aged 2007 ****** back in the summer of 2023 he ultimately made the choice of replacing it with a used transmission that was sourced from one of the Certified Vendors we deal with rather than purchasing a new one. It was a decision that the majority of customers in his situation would have made. However, when dealing with those type of replacement parts the only Warranty available is a 90 day warranty that comes from the Vendor. There are no extended or in-house warranties available in these types of scenarios. Now, historically speaking, if we go through this same process 9 out of ************************************************************************************************************************ Unfortunately, in ********************************* case, his scenario has fallen into that 10 percentile where things haven't gone as planned.
From on our perspective, we are not allocating blame in any way. The dealership was 100% transparent at the time of the repairs in regards to the potential costs and outcomes for ******************. It is now simply a very unfortunate situation that has no easy resolution. All of that being said, here are the prospective options we are laying out for ****************** who, as mentioned, has been a very loyal and valued customer at the dealership:
1) We will provide ****************** with a New, Used or Rebuilt Transmission at our Dealer Cost i.e. absolutely no profit margin, and ****************** can simply choose what Transmission he wants to pay the cost for to put in his 2007 ******.
2) The dealership will provide ****************** with a $1,000 Dealer Currency credit which he can keep to use for future Services or Repairs or if he chooses he can use the $1,000 to help offset the cost of the transmission he chooses.
3) Granville Toyota is also prepared to absorb 100% of the costs of the Service Labour to install the transmission in ********************************* car which is not an insignificant sum of money (anywhere from $2,000 - $2,500).
4) Or if ****************** decides it is time to replace his vehicle I will personally do whatever I can to help make that happen.
Again, I understand and appreciate the financial ramifications of a situation such as this. The options I have presented don't make everything perfect but they are certainly reflective of the dealership absorbing more than just a goodwill sum in order to try and help ****************** move forward in this situation.
Sincerely,
***********************
General Manager
Granville Toyota
Customer Answer
Date: 22/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:04/12/2023
Type:Status:ResolvedMore 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.
Date of the transaction: Aug 31, 2023
Total amount of money I paid: CA$1,000
I submitted a request and deposit to Granville ****** for a White color **** ** car, as specified in the signed Sales Worksheet. On October 10, 2023, they sent a Build & Price Summary, prompting me to sign it for further processing. I declined the building plan as the vehicle did not align with my order, specifically in terms of color (******** Grey Metallic on the plan vs. White on the Sales Worksheet). I communicated this discrepancy via ******, emphasizing my refusal to sign the plan confirmation.
As per the deposit refund term in Sales Work Sheet: "Deposits are refundable at any time after 90 days provided that your Factory Order has not been filled." I'm working on refund my deposit.
Address the issue and seek a deposit refund through messages to Granville ****** Sales - KC since November 27, there has been no response. On December 2, when attempting to escalate the matter with a call via ******, KC directly declined my calls without providing any explanation or resolution.
********* ***** ****** ** ****Business Response
Date: 07/12/2023
To Whom it May Concern:
There was a misunderstanding in regards to the deposit being held in this case. We do have specific paperwork and guidelines in place with our deposit policy but this was not an instance where a deposit qualified as a non-refundable deposit. We are in the process of returning the deposit in question to the customer.
Sincerely,
Doug *******
General Manager
Customer Answer
Date: 08/12/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ****Initial Complaint
Date:31/10/2023
Type:Status:ResolvedMore 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 car transmission was under warranty as the service manager mentioned His name is Erick ** replaced the transmission with new one and gave us receipt 0 payment and we left after 2 days he called and said sorry I made a mistake ****** Canada doesn’t cover warranty??Business Response
Date: 06/11/2023
To Whom it May Yes, this was an unfortunate situation where a verbal error was made in regards to determining if a transmission repair and replacement was covered under warranty or not. The work completed to **************** car was in fact not covered under warranty and he was responsible for payment (or at the very least partial payment) for the work completed.
Regardless, ************ has his car, with a replaced transmission, and paid nothing for it.
As per **************** request, we will no longer be contacting him in regards to this matter. We will also no longer be doing any business with him in the future.
Sincerely,
Doug **************
General Manager
Granville ******
Customer Answer
Date: 06/11/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
***********************they charge my son **** $3500 after giving us arecipt of 000 payment
and was covered under warranty no payment as i attached the receipt please we should not pay anything for there mistake
Business Response
Date: 21/11/2023
**************** money has or is being refunded on his Credit Card. He will end up taking no financial responsibility for all of the work completed.Initial Complaint
Date:27/10/2022
Type:Status:ResolvedMore 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.
September 11, 2022 entered into a agreement to trade a 2022 ***** ***** * for a 2022 ****** **** ****** eta November, vehicle arrives and dealership Is refusing without just cause to honour contract agreement signed by both parties. I without prejudice offered several resolutions to satisfy myself, dealer has acknowledged they have no legitimate reason and is in bad faith not finalizing the deal breaching our contract.Customer Answer
Date: 03/11/2022
Please be advised this matter has been resolved to my satisfaction and to close the file.
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