Canadian dealerships to avoid and why...

[motti]

Sun Country Toyota - Kamloops, BC

Not quite sure why this place stays in business really. I'm currently a TRU student in Kamloops and when I was looking to buy my new truck I was told more than once by locals not to bother with the 'dealership on the hill'. I just had to find out for myself though.

I was looking for a Tundra doublecab 4x4 with the TRD package in silver and went up to the dealer to have a look. After about 10 minutes of looking around and waiting for a salesperson I had to go inside and get one. Funny because I was only one of 2 people on the lot that weren't working there. I asked the guy if he had the truck I was looking for and he just replied, 'no'. Too busy to locate one for me too I guess. I left my name and number and told him to call me if one showed up. Still haven't heard from him although I drive by the dealership every day and can see that exact truck on the lot from the road.

So the dealership lost the sale. That was only the beginning though. After finding a US truck being sold in Langley (already imported) that matched what I wanted exactly, I drove down and traded in my '02 Taco for it. Since then I've had 2 issues that needed attention and have had nothing but problems from the service manager and the parts guy, both regarding my 'American' truck.

One of the problems was regarding the rust problem which you can read here - Rust!! - Around the middle of page 6.

The other was getting a new transponder key made. In the end the service tech's did a great job and all but the way customers are treated is very sub-par. I don't need to be constantly reminded that my truck is from the US. During my first ordeal, the parts guy actually said 'that's the risk you take buying a US vehicle'. News flash a$$hole, they're all made in the same place and all come with a North American warranty. You just lost the sale of thousands of dollars of add-on parts.

Until Toyota Canada adjusts their pricing north of the border, the dealerships are going to have to get used to the fact that they are going to be servicing American bought trucks. Which dealers will get all the business will entirely depend on how they decide they are going to treat the customer. I would strongly recommend that if you live in the Kamloops area, wait for your next road trip and make an appointment at another dealer.

[ramoine]

Bump , interesting read thank .

[mrkent]

Did you realize that there is actually a huge difference betweeen Canadian and American spec trucks? Weatherstripping, battery, altrenator, belt and tensioner assembly, driveline fluids (and some seals), entire dash assembly (sometimes needing an ECU reflash), etc etc. Also, Toyota Canada and Toyota USA are completely different companies. Much the same as otehr multinational companies, they are seperate entities.

Here's an example: You have a rusty bumper on your Tundra. You take it in to the dealership. They have to put in a claim to Topyota Canada Warranty dept. Toyota Canada Warranty has to then file it with Toyota USA warranty. Once it is approved, they then send the confirmation number to Toyota Canada warranty dept. It is then forwarded to the dealership. No dealership is going to fork out the money to replace that part for you until they have their confirmation from Toyota USA warranty dept. Of course, this all takes time, and the time change does nothing to help your situation. If the deals are so fantastic in the states and everything was so easy, don't you think that Canadian dealerships would be buying Tundras down in the states and trying to make more money? They have the capital, the time, and the manpower, yet they stil don't, and there's many reasons for it. And that's only for a bad bumper. Imagine if something goes wrong with your engine?? Warranty will happen, but set aside 2 or 3 months. Hate it if you will, that's the way all big companies work, and that's why there are dealerships in Canada.

[can't stop spinning]

Noral Toyota in Fort McMurray. I drove almost 500km south, and went to Mayfield instead.

They don't move off of the sticker price. If you tell them you've talked to other dealerships, they act as if it's no big deal. The salesmen are complete morons. They know very little about the truck, and couldn't even find a brochure for me to have.

I also know of horror stories with their service department. The company I work for sends our work trucks there. They charged the company $1900 just for a a/c recharge. IF we get the truck back in less then a month, it's a miracle. Numerous times we've sent trucks there for various problems, and most times, they don't even look at the truck. How can you not see a check engine and a bettery light? Even if you're just moving the truck from one part of your lot to the other?

The parts department also sucks. I had to go back 3 times just for an air filter for my corolla. The first 2 times they gave me ones that didn't fit.

[motti]

Originally Posted by mrkent

Did you realize that there is actually a huge difference betweeen Canadian and American spec trucks? Weatherstripping, battery, altrenator, belt and tensioner assembly, driveline fluids (and some seals), entire dash assembly (sometimes needing an ECU reflash), etc etc. Also, Toyota Canada and Toyota USA are completely different companies. Much the same as otehr multinational companies, they are seperate entities.

Here's an example: You have a rusty bumper on your Tundra. You take it in to the dealership. They have to put in a claim to Topyota Canada Warranty dept. Toyota Canada Warranty has to then file it with Toyota USA warranty. Once it is approved, they then send the confirmation number to Toyota Canada warranty dept. It is then forwarded to the dealership. No dealership is going to fork out the money to replace that part for you until they have their confirmation from Toyota USA warranty dept. Of course, this all takes time, and the time change does nothing to help your situation. If the deals are so fantastic in the states and everything was so easy, don't you think that Canadian dealerships would be buying Tundras down in the states and trying to make more money? They have the capital, the time, and the manpower, yet they stil don't, and there's many reasons for it. And that's only for a bad bumper. Imagine if something goes wrong with your engine?? Warranty will happen, but set aside 2 or 3 months. Hate it if you will, that's the way all big companies work, and that's why there are dealerships in Canada.

So what exactly does that have to do with how I'm treated at the dealership? They lost the sale and parts profit from me for being incompetant morons, not the fact that my truck is American. Besides, you mean to tell me that the it cost $10,000 more to produce a Canadian Tundra? The odd part may be different but the truck is still made at the same plant. I can see a grand or so for getting the truck here and maybe a little more for abiding by Canadian specs but lets get real. Funny how we were paying the same price when our dollar was 65 cents, now that it's at par there needs to be MAJOR price adjustments. As a matter of fact there's a class action suit brewing that you'll here about in the near future about this very thing.

As far as the warranty issue goes, I bought the truck knowing that I was covered. Just like the dealership knows that they have to honor my warranty when I need it, so why don't they give me proper service regardless of where it's from? I'm a pretty rational laid back person until someone treats me the way they did.

[Mickey]

Originally Posted by motti

So what exactly does that have to do with how I'm treated at the dealership? They lost the sale and parts profit from me for being incompetant morons, not the fact that my truck is American. Besides, you mean to tell me that the it cost $10,000 more to produce a Canadian Tundra? The odd part may be different but the truck is still made at the same plant. I can see a grand or so for getting the truck here and maybe a little more for abiding by Canadian specs but lets get real. Funny how we were paying the same price when our dollar was 65 cents, now that it's at par there needs to be MAJOR price adjustments. As a matter of fact there's a class action suit brewing that you'll here about in the near future about this very thing.

As far as the warranty issue goes, I bought the truck knowing that I was covered. Just like the dealership knows that they have to honor my warranty when I need it, so why don't they give me proper service regardless of where it's from. I'm a pretty rational laid back person until someone treats me the way they did.

Don't blame you a bit. customer service is what keeps customers around. That warranty works both ways. They must honor that just like you do or it's voided.

[mrkent]

As for getting treated poorly during the shopping portion of your truck, I agree that their conduct was completely out of line, and they definitely deserve bad publicity for that. However, look at the service side from their point of view (poor sales service not withstanding). Here's a customer that expects the service department to do three or four times the work to get the warranty as best they can for this customer, but he doesn't understand all of the extra work necessary. All the customer sees is the service advisor giving the only reason why his truck isn't done...it is American made. Also, as the owner of this dealership, how willing would you be to do 4 times the work to for a person that spent no money at your dealership and expects perfect service for a vehicle that was never destined for Canadian use? Now, I have no knowledge of this dealership, and so all we get to hear is one side of the story (albeit with several very valid concerns), but I can only hope they are still trying to fix your truck for you all according to the rules put in place by Toyota head office. Try putting yourself in their shoes.

[motti]

Originally Posted by mrkent

As for getting treated poorly during the shopping portion of your truck, I agree that their conduct was completely out of line, and they definitely deserve bad publicity for that. However, look at the service side from their point of view (poor sales service not withstanding). Here's a customer that expects the service department to do three or four times the work to get the warranty as best they can for this customer, but he doesn't understand all of the extra work necessary. All the customer sees is the service advisor giving the only reason why his truck isn't done...it is American made. Also, as the owner of this dealership, how willing would you be to do 4 times the work to for a person that spent no money at your dealership and expects perfect service for a vehicle that was never destined for Canadian use? Now, I have no knowledge of this dealership, and so all we get to hear is one side of the story (albeit with several very valid concerns), but I can only hope they are still trying to fix your truck for you all according to the rules put in place by Toyota head office. Try putting yourself in their shoes.

The fact that there is extra work required is completely besides the fact. The first time I visited the dealership for service work it wasn't even a warranty issue. I needed to get an extra key ordered, cut and programmed, which I paid for in full. This is where the comments and poor service started. The second time I went there they wanted to replace each lug nut as it rusted and treated me poorly again.

I understand you're trying to get your point across from the dealer's point of view but my complaints have nothing to do with extended wait times. I have no problem waiting to get work done as long as I'm treated well in the process and am kept in the loop. As well, many people move to Kamloops having purchased vehicles elsewear and haven't dropped a dime at Sun Valley Toyota, like myself. Lets be realistic too, 4 times the work for a warranty claim on a US truck? I admit it's a pain in the butt for them maybe but it's a well known process that takes little more than a generic form letter having to be filled out and maybe a phone call. Also, knowing that it's a pain they should have jumped at the opportunity to replace all the lug nuts under one claim instead of forcing me to come back every time another one rusts and putting in a separate claim.

I've owned 10 different Toyota products in my lifetime, many of which were under warranty and a few that had warranty issues. I've dealt with 4 different Toyota dealerships and have had great repor with all until now. I wouldn't go through this much trouble just to make an undeserving dealership look bad either. DO NOT DEAL WITH SUN VALLEY TOYOTA.

[FriendSite.com]

I can RECOMMEND Vancouvers North Shore's Jim Patterson Toyota (no affiliation), my salesman, Harj listened and provided what I wanted and resolved a few issues fast. No problems taking out test drives or chatting about different options.

Negotiated on price a little, and of course I am aware that he's a car SALESMAN, but found the whole process gratifying.

There was a minor issue with the collection of the new truck... they detailed it, and it looked like it was done by the 15 year old student in for the weekend job - they glossed EVERYTHING, the bottom of the window, splatters on the navi, splatters on the door, etc. But they fixed it whilst I waited.

[motti]

Originally Posted by FriendSite.com

I can RECOMMEND Vancouvers North Shore's Jim Patterson Toyota (no affiliation), my salesman, Harj listened and provided what I wanted and resolved a few issues fast. No problems taking out test drives or chatting about different options.

Negotiated on price a little, and of course I am aware that he's a car SALESMAN, but found the whole process gratifying.

There was a minor issue with the collection of the new truck... they detailed it, and it looked like it was done by the 15 year old student in for the weekend job - they glossed EVERYTHING, the bottom of the window, splatters on the navi, splatters on the door, etc. But they fixed it whilst I waited.

That's good to hear. After posting the thread I thought about changing the title to include recommended dealerships as well. Maybe I'll try that now....