Peace Arch Toyota

We purchased a 2010 Mazda CX-9 from this dealership and after a very unpleasant negotiation purchased the car. The car has a keyless entry FOB and when we returned to complete the sale our salesman, Tom, after a very unpleasant negotiation purchased the car. The car has a keyless entry FOB and when we returned to complete the sale our salesman, Tom, was not working. Another salesman delivered the car to us at the dealership but could only find one FOB. He assured us the other one "must be around somewhere" and told us he would let Tom know and assured us someone would call to arrange delivery of the FOB. We did not receive a call and when we called to inquire Tom told us there was only one FOB and that it was common for a car to be sold with only one key or FOB. Luckily the previous owners information had not been deleted from the on board telephone directory and we were able to contact them directly. They assured us that they had indeed given the dealership two FOB's. When we called the dealership with this information our salesman told us that it was the previous owners word against the dealerships and he couldn't do anything for us because of the "underhanded way your husband negotiated the deal with me" When I stated how offended I was that in our short conversation Tom had called the previous owner a liar and my husband underhanded, he just repeated there was nothing he could do and they would not replace the FOB. When I then suggested they contact the Mazda dealership that they also own Tom said that dealerships had to pay retail for all parts! Basically this guy is so full of xx that I really couldn't stomach talking to him anymore. I then sent an email to the sales manager which was also ignored. I have worked in the retail industry for 30 years and have never seen such bad customer service from every person I have had the displeasure to deal with. I would NEVER recommend this dealership and plan to continue to pursue this through small claims court. More

Had a tire chance done at the dealer for my Toyota Venza. When the car came out, the light grey driver seat had a big black dirty bottom mark that came from mechanic's coverall. I complained and they cleaned When the car came out, the light grey driver seat had a big black dirty bottom mark that came from mechanic's coverall. I complained and they cleaned up. The adviser claimed the dirt was gone. But it wasn't. They told me to come back to see manager. just brushing off to somebody else. i have limited time. I ended up cleaning by myself. This was 2nd time I had un happy experiences. I will not go back again. More

I am a newer resident to the BC South Coast. Have had previous Toyota vehicles purchased and serviced ongoing in either Calgary or the Metro-Toronto area. My two recent service experiences at Peach Arch previous Toyota vehicles purchased and serviced ongoing in either Calgary or the Metro-Toronto area. My two recent service experiences at Peach Arch Toyota for both an Out of Province Inspection and Oil Change have been considerably below average. This dealership does not understand deadlines nor customer service and accountability. I have never before encountered a 2.5 hour timeframe for a routine oil change (actually scheduled an appointment!) nor 3 hours for a promised 1-2 hour appointment for out of province vehicle inspection. Truly wish that they understood that not everyone in White Rock/ South Surrey is retired with lots of time on their hands and may be seeking to 'fill the day. There are people here who work very hard and have limited time available. (ie yours truly) . When asked when my vehicle would be ready and after missing the promised timeline by 1-hour plus, I encounter both attitude (negative) and lack of accountabilty to help resolve issues and get me out the door. Based on 9 years plus previous Toyota deadership experience (Country Hills or Heninger Toyota in Calgary; Yorkdale Toyota in North York ON- all VERY good dealerships!) this dealership is sub-bar on many levels, including poor in customer empathy, minimal client service training, zero attention to detail and they simply doesn't 'get it' when it comes to customer service as compared to most of areas of Canada. As well, I have found Peace Arch Toyota to be more expensive than other dealerships in AB and GTA...go figure! I am beginning to more fully understand why people here often take their business to Bellingham WA and other locations as the White Rock locals simply seem to not 'get it' when it comes to client service expectations and quality in 21st Century North America....poor service, terrible attitutude, slacker mentality....sigh. More

A service advisor indicated to me that my extended warranty was showing "suspended" when I brought my Highlander in for repairs, and I was facing some very expensive repair work right before Christmas warranty was showing "suspended" when I brought my Highlander in for repairs, and I was facing some very expensive repair work right before Christmas. The thought of having to cover the estimated bill myself was very distressing. When i asked the service manager Mr. Wong for help he insisted that the problem was my responsibility and that he was not prepared to act on my behalf to correct the situation. He said " It would take me (Mr. Wong) too long to contact Toyota and they wouldn't get back to me for maybe two days anyways." He suggested I "go home and look for my paperwork and fax the information to him" and then he might be able to help. Perhaps if he understood just how someone feels when being brushed off when all they are asking for is help he might be more empathetic. One helpful recommendation he did have was that I “should contact the dealership that I purchased the vehicle from and get them to help". Well I did, and spoke with a wonderful representative (Sheila (?) from Langley Toyota) who quickly put me at ease, resolved the suspended warranty problem within 5 minutes (I had moved), and was understanding and apologetic about the situation. If Mr. Wong would just have offered to call on my behalf I would have thought he was the nicest guy and the dealership believes in customer service. More

I love my Prius but this is the worst service department I've ever encountered. A price comparison shows Peace Arch significantly higher than other Toyota dealerships in the lower mainland. I hear that staf I've ever encountered. A price comparison shows Peace Arch significantly higher than other Toyota dealerships in the lower mainland. I hear that staff get their cars serviced elsewhere. Service Department operation is so bad that I have twice complained to the president of Toyota Canada, who seems unable to effect any change in dealership operation. In the 4 years since I bought my Prius, my car has only been ready at the time promised three times, and nobody bothers to get in touch to flag problems or delays. As a result, I missed, among other things, a medical appointment for which I had waited months. While some staff are pleasant, some are downright rude, and the general defensiveness and disorganization raise concerns for me about the competence of the work being done. By all means, buy a Toyota, but don't buy it here! More

They try to advance the servicing schedule every time you go in for a regular appointment, and somehow never noticed that my radiator cap had completely deteriorated over the years, meaning I had to find out go in for a regular appointment, and somehow never noticed that my radiator cap had completely deteriorated over the years, meaning I had to find out while on vacation. More