I am commenting only the used vehicle department at Ken Shaw.
The dealer faked the Toyota Certified Used Vehicle inspection worksheet, which supposed to capture 127 point inspection.
The sales person, Kevin M lied about the history of the vehicle to avoid disclosing the dealer service history. After I paid the deposit and left the dealership, I found out the vehicle was from KS and asked for a copy of the service history. Request was refused. The response was, you can see it when you come to our dealer.
Used car sales manager David Morris was arrogant and ignorant to deal with. He played the bad cop role, with Kevin M played he good cop role.
Both claimed to have work at KS for 8 to 9 years. In other words, serial liars.
The price on their vehicle was competitive, but they undercut you by not delivering what you pay for in a TCUV. They would fake the paperwork to meet Toyota Canada's requirement, and lied in your face.
In conclusion, I paid the TCUV price and received an basic used vehicle which is available from any other dealer.
KS Used Car departmented sabotaged TCUV's brand name.
KEN SHAW LEXUS TOYOTA SCION take these allegations extremely seriously. Weâ€™d like to address each and every point such that readers can at least formulate their own impression of our dealership.
The post (and customer) suggested that we, â€śthe dealer faked the Toyota Certified Used Vehicle inspection worksheet, which supposed to capture 127 point inspection.â€ť This is untrue. The vehicle in question was inspected and the worksheet checked off prior to customer returning to the dealership for their vehicle. The service report noted that 4 tires were needed, as well as a driverâ€™s side mirror, and a lighting module. Front rotors were also recommended (to be machined and then rechecked). All work was approved by the customer, and tires and parts were ordered. The brakes were noted to be at 90% and in good standing based upon TCUV requirements. The Toyota Certified Used Vehicle Inspection worksheetâ€™s Checklist was completed on that basis. Moreover, the Customer returned to our dealership before all work was completed â€“ and we explained that parts were on order. Once the parts arrived, all work was performed prior to the customer returning to take delivery of the vehicle.
The post (and customer) also suggested â€śthat our Sales person, â€śKevin Mâ€ť lied about the history of the vehicle to avoid disclosing the dealer service history â€“ and that after (the customer) paid the deposit and left the dealership, they found out the vehicle was from KS and asked for a copy of the service history. Request was refused.â€ť - - To be clear, the Customer request was only refused when the customer asked for a copy of the service history to take with him. This is against Toyota Canada policy. Toyota Canadaâ€™s Service History clearly states that it is a "confidential & non-public applicationâ€ť by accessing this information from Toyota Canadaâ€™s (internal) Intranet. As a dealer we must adhere to the rules and regulations of Toyota.
The post (and customer) further suggested that our â€śUsed car sales manager David Morris was arrogant and ignorant to deal with. He played the bad cop role, with Kevin M played he good cop role.â€ś - - -We have since spoken with David Morris about this and he advised the call was confrontational from the beginning. At no time did he raise his voice or participate in the verbal abuse that the customer chose to engage in. The entire conversation was based on the dealerships refusal to give the customer a copy of Toyota Canadaâ€™s vehicleâ€™s service history â€“ and we believe that Davidâ€™s not providing this record is the reason for the customers overall satisfaction with the dealership.
The customer went on to post that â€śboth (David and Kevin) claimed to have work at KS for 8 to 9 years, and were therefore serial liars.â€ť We are uncertain why this is particularly relevant to finding an appropriate resolution, however, for the record David Morris has worked at Ken Shaw Motors for 11 years now (and as a Manager for 6 of them). Kevin has worked at Ken Shaw Motors for 10 years.
The customer further suggests â€śthat the price on their (Ken Shawâ€™s) vehicle was competitive, but they undercut you by not delivering what you pay for in a TCUV. They would fake the paperwork to meet Toyota Canada's requirement, and lie in your face.â€ť - - -To be clear, we would never fake paperwork. This vehicle left the dealership with 4 brand new tires, 90% left on brakes, passed Ontarioâ€™s Safety requirements, passed TCUV (and was even fully detailed.) The customer was emailed pictures of the detailing, the new tires, and any touch upâ€™s he requested to be completed prior to his picking up the vehicle were completed. Moreover, we repeatedly told him that because he was coming from so far away (Ottawa) that, if there was any reason he was not 100% satisfied based on the pictures of what he asked us to send him, we would gladly refund his deposit.
In truth, as a dealership, we are still unclear as to what the customer thinks we did not provide him with that may cause him to think we are lying to him. Every single item he had requested or we had promised was emailed to him prior to delivery with the exception of Toyota Canada service history (which we cannot do). Even after the delivery, the customer requested a touch-up stick for future touch-upâ€™s and we sent it to him at no charge.
With regards to the assertion that â€śKen Shawâ€™s Used Car department sabotaged TCUV's brand name.â€ś - - -This is the most regretful part of this complaint. The owner, Paul Shaw called the customer in Ottawa and spoke at length with him and felt that this situation was well communicated and that the customer was understanding of the reasons being our inability to provide a service history on the vehicle.
Lastly, Ken Shaw Motors have a 94.10% TCUV customer satisfaction score with Toyota Canada (where the Toyota National average is 87.60%). We take great pride in meeting and exceeding customer expectations. This has not and will not change. We are always saddened that someoneâ€™s experience with our dealership isnâ€™t a positive one, however, in this case there is nothing else we could possibly have done.