Roy Foss Thornhill

Pre owned sales has no after sales service or concern for Customer Issues, including lack of communication/email response in a timely fashion. Sales people should be taking ownership to solve customer issues Customer Issues, including lack of communication/email response in a timely fashion. Sales people should be taking ownership to solve customer issues and act as a contact person. There must also be internally the communication issues between Departments. Calls are not returned and any contact results in passing the buck.. Misleading representation regarding the $999.00 FOSS PROTECTION--I was told that it was MANDATORY but it is not--waiting for my refund. Senior Management should be aware that I have had less than pleasant times over the first 30 days. I have doubts that the 150 plus CPO point inspection was ever done since CV Boot was worn and leaking and has finally been remedied. The Trust and Confidence in FOSS is quickly slipping away and I have been with them since 2014.Sales and Service teams need refreshers on CUSTOMER SERVICE and how bad service and clients that have unsatisfactory experiences can be HUGELY detrimental to your Dealer Success. Senior Management should be made aware of the causes of the decline in the Trust that at one time was well earned and longstanding for the FOSS BRAND If requested I would be pleased to provide more unsatisfactory events that have taken place since my purchase October 21 ,2024 . More

I would not recommend this dealership. I've been charged For the things that I'll. ask not to include in the contract. I received my car with a faulty Keyless entry. I have been told by me I've been charged For the things that I'll. ask not to include in the contract. I received my car with a faulty Keyless entry. I have been told by mechanics that they knew about this problem. Just never got to it. Shortly after I'd I found out my Trade in vehicle is being sold for substantially higher amount. that I traded it in for. Avoid this dealer. More

NOT RECOMMENDED - double charging is not a fair play. They charged the extended warranty provider and suggested that a portion was not covered. The warranty provider clearly advised me that they paid f They charged the extended warranty provider and suggested that a portion was not covered. The warranty provider clearly advised me that they paid for the entire repair and the dealer is "double dipping". The Thornhill service manager ( Mr. Jacob) did not return my calls. If the dealer is not busy it does not mean they have to find creative ways to over charge the customer. More

EXTREMELY RUDE SALES MANAGER NAMED QAISER. Falsely accused my husband and I for breaching “contract” and wouldn’t let us talk. Would speak over us and even called us a liar!! Super defensive w Falsely accused my husband and I for breaching “contract” and wouldn’t let us talk. Would speak over us and even called us a liar!! Super defensive when we asked for a refund of our $1000 deposit we put on the Cadillac Lyriq that we cancelled the deal for right before the vehicle was ready for us. Extremely unprofessional behaviour by Sales Manager Qaiser. Also, my husband is new to Canada and due to a language barrier he misunderstood that the sun roof opens, when he later found out that it doesn’t open, he cancelled the deal. As per Sales Manager Qaiser, my husband should always have a translator with him or someone who speaks English and understands English properly as this whole language barrier is not their problem. How could one even say all these rude things to clients?! Im shocked by their rude demeanour towards clients. Cadillac please hire qualified professionals. More

They can not fix my electric lyriq. They sold me dented car first. In the process of fixing the dent they xxxxed up my back up camera and again i dropped the car to them. In the process They sold me dented car first. In the process of fixing the dent they xxxxed up my back up camera and again i dropped the car to them. In the process of fixing camer the whole wiring system they ruined. And after several months i still do not have my car. Sham full. I am going to get a lawyer tomorrow and will sue them. Enough is enough. More

I just figured out that the 2008 Cadillac I bought there in 2014 had the speedometer rolled back by about 120K not impressed! in 2014 had the speedometer rolled back by about 120K not impressed! More

My Service Rep, Luciano Rotondo I have dealt with since 2017. That involved my late 2017 Acadia purchased there and my present 2018 Acadia bought used elsewhere. On my visits for service he has always kept 2017. That involved my late 2017 Acadia purchased there and my present 2018 Acadia bought used elsewhere. On my visits for service he has always kept me updated on the status of my vehicle whether I chose to stay at the dealership or go home. I know some repairs take more time than others. Additional problems that have cropped up, he has always called me, detailing them and the costs involved. Overall he has an excellent rating in my opinion. More

Upon my slightly early arrival for my 1300 hours appt. , I was immediately greeted by Enza who already knew my name. Her instructions to me were direct , succinct and delivered in a very friendly manner. F , I was immediately greeted by Enza who already knew my name. Her instructions to me were direct , succinct and delivered in a very friendly manner. Five Stars to her when dealing with me. More

Brought my 2009 Pontiac G8 in for age related service and repairs and was immediately greeted as I got out of my car by a courteous, helpful lady named Enza. Enza had my information at her fingertips, offere repairs and was immediately greeted as I got out of my car by a courteous, helpful lady named Enza. Enza had my information at her fingertips, offered coffee, made sure I was comfortable as I waited and advised that Luciano, my service adviser would be with me shortly. This lady is a welcome addition to your service department. F. Green More

The service dept. is awful, very little customer service (except for Enza). I am not sure if they are short staff but I had an appointment to take my truck in at 9:40 is awful, very little customer service (except for Enza). I am not sure if they are short staff but I had an appointment to take my truck in at 9:40 am on a Friday for a safety check. I just assumed it would take a few hours.....but as the saying goes do not assume anything!! We got the truck back the FOLLOWING TUESDAY!!! So that was all day Friday, Sat, Sun, Mon. and Tues. to do a safety check!!!!! All the truck ended up needing was 2 new tires!!!! SOOOO FRUSTERATING!! At the end of the day really no one in the service dept. cared...I did vent my frustration to Hass, Enza and Bash and there were helpful. I did leave a message for the service manager (x4) he did call me back and left a message that seemed to be unsure what the problem was. I called him back and got his voice mail (again) I said in the message I was just done with the whole situation and really did not care if he called me back. If he was really interested in the customer service at Roy Foss he would have called back to see why I was so mad! At the end of all this, we have bought/leased 6 trucks from them since 2015 (we are a small business) ....THIS WILL BE THE LAST VEHICAL WE PURCHASE FROM ROY FOSS THORNHILL!! (I just wanted to add that my background is customer service and my rating for this customer service is a big zero...that is too back for the few people who deserve a 10 out of 10!!) More