'10 XRS (05 & 09 XRS RIP)
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AVOID: Brimell Toyota - Toronto, ON
Did You Know?
Brimell Toyota is a Horrible Dealership!!
Just a strong warning to anyone thinking of purchasing (and particularly SERVICING) their vehicle at Brimell Toyota in Scarborough/Toronto, ON. You will be lied to, your vehicle will be mistreated/damaged, service items will be missed, you'll waste incredible amounts of time, and you'll get attitude that one typically expects from a Chrysler dealer.
Unfortunately I've had little option but to service with this Dealership over the past years - always having to go in 2 and 3 times to resolve complaints. Frustrating to no end.
So when Toyota Canada sent me a survey about my last service visit, I was frank about the poor quality of Brimell Toyota service, lack of attention to detail, and the "not my problem" or "too difficult to resolve" attitude that many of their technician's illustrate.
Weeks go by and then Brimell's Customer Management Operations rep calls - harassing me for almost a week at home and work to schedule an appointment to resolve my on-going concerns. He talks about seeing my feedback and his committment to Customer Service, his years of experience in automotive and aerospace QA and how he really cares about these things. Alas my first warning that things were going to sour should have been how quick he was to pass the buck to Toyota Manufacturing about quality (finger pointing that somewhat surprised me - something typical of an outsider and not part of the Toyota family). Nevertheless, I'm optimistic that someone might actually care at Brimell Service Dept....so perhaps there's light at the end of the tunnel. So I bite - and schedule the service appointment to meet and resolve my defects.
Several days later he calls back and tells me that they aren't able to fix my concerns and that I should consider an alternate dealer (effectively - take my business elsewhere). I'm floored!!
It seems after going through a "panel" of staff to review my service concerns, they realized how (appropriately) low I ranked them on their Customer Satisfaction Index - and made a decision that I should take my vehicle elsewhere. Ahhh...someone's feelings got hurt...
Clearly this is a dealership that is all talk, no action - and devoid of any of any of Toyota's values (Customer First, Quality, Continuous Improvement, etc). If it was up to me, I'd pull their franchaise agreement...I'd be better off servicing my vehicle with Canadian Tire or Jiffy Lube (and a lot more convenient!!)
Committment to Vehicle Service: FAIL
Committment to Customer Service: FAIL
Committment to Continuous Improvement: FAIL
Committment to Integrity & Honesty: FAIL
Committment to Quality Operations: FAIL
Future Dealership Viability: FAIL
Last edited by rolla-XRS; 11-19-2009 at 04:20 PM.