Usman Ikram

Review of Gateway Toyota ,Inc.

I am driving Toyota's since I started driving. I m...

I am driving Toyota's since I started driving. I must say highly reliable vehicle to drive in any kind of condition. Recently I bought pre-owned Avalon 2013 on Feb 28th, 2018 from Toyota gateway. Buying experience was not so good because the sales associate was more interested in selling rather to deliver a pleasant customer service experience. Yes from management side (financing and Sales Managers) it was an excellent experience. I ran into trouble after purchasing (some tweaks required) and sales manager Kamil really helped me out and other sales managers as well.

At the time of purchase I had been told that I have a 30 days warranty or 2500km whatever comes first if I face any issue with my vehicle mechanical or electrical so I can bring it in, to fix it or return the vehicle. I noticed couple of things during first week of driving, windshield washer nozzles aren't good, bad wheel alligenment and Blind side monitor malfunctions on the very first day. I brought the vehicle back talked to Sales Manager Kamil and he sorted it out and service department fixed it without any cost. It was an excellent experience no doubt in it. I thought I might be missing something on blind side monitor so I gave it one more try and it started working after temperature backs to normal my first thought was because of heavy snow sensors might be covered with mud and snow and that was the reason but after 5 days again BSM malfunctioned. I booked an appointment with service and talked to the sales associate (who sold me the vehicle) the blunt answer was, 30 days warranty only covers major mechanical faults only and this is non of his business because I purchased a used vehicle. He didn't bother to listen to me properly instead to make me feel that I owe him something and move on. When I talked to the service department the told me that there is a TSB on the vehicle for BSM and they aren't sure that TSB is covered under extended warranty. ( I bought comprehensive warranty for 36months/60000 km when I purchased the vehicle). The service desk lady told me my extended warranty is suspended and she isn't sure why it is suspended and she will look into it. Later on I called Toyota Canada they told me to contact the dealer. Business department at Gateway sorted it out and told me, warranty is up now and fixed. (I understand the system delays). Excellent response from Gateway business department.

I m giving Toyota Gateway 5 stars because today when I talked to the sales managers on floor they took ownership and one of the Sales Manager specially accompanied me to the service and told them to keep him in the loop. My only concern is the bad customer experience with the Associate who sold me the vehicle and avoiding ownership.