Roy Foss Thornhill

Not helpful with return call after a sale. Winter tyres on car after being told that they're all seasons. Now I have to purchase new tyres after paying full price. Winter tyres on car after being told that they're all seasons. Now I have to purchase new tyres after paying full price. More

There is a strong will to sell at any means, using deception without any accountability at this dealership. On January 5th, I visited this dealership to look at a 2026 Cadillac Optiq. I was introduced deception without any accountability at this dealership. On January 5th, I visited this dealership to look at a 2026 Cadillac Optiq. I was introduced to Frank (Roy Foss Sales Representative), who showed me the vehicle. Frank clearly explained that the vehicle we are test driving is All Wheel Drive, and the one I will be getting is a Front Wheel Drive vehicle with slightly more range than the All Wheel Drive variant. I took no issue with this, as AWD vehicles perform normally with good traction in Canadian weather. I asked Frank if he could bring the actual vehicle I was looking at with FWD for me to test drive. Frank asked for a $2000.00 deposit, which I provided, and he brought the vehicle for me to look at. During the test drive of the actual FWD vehicle, I mentioned how nice a drive it was, and there is no significant difference from its AWD counterpart, to which Frank quickly replied how nice the sound system is and connected his Bluetooth for us to listen to music. Suspecting nothing, I proceeded to apply for the loan with the finance officer at Roy Foss (Frank’s Associate). I was quickly given the date of Delivery as January 12th and asked to get insurance and some other supporting documents. I paid for my insurance and provided all documents. On the date of delivery (January 12), I was ordering rubber floor mats from an online website, and the website asked if the vehicle was RWD or AWD, with no mention of FWD. I quickly called Frank to clarify this, and he abruptly and awkwardly told me that it was RWD and that he had explained this to me. Frank did not explain this to me. Frank mentioned it was FWD and quickly changed the subject to music on our second drive when he realized he had given me the incorrect information instead of coming forward and telling me the truth. He wanted to make the sale, more than being honest. After some back and forth, Frank finally admitted he had told me the incorrect information. I asked him to speak with his Manager and correct this issue. Frank called back, asking for an additional $6300.00 to switch me to an AWD model. There was no mention of what they are doing to compensate for the mistake, just an upgrade or cancel the existing vehicle order. I asked Frank to speak with his Manager, as an additional $6000 was not in our budget. They were not able to do anything. In the end, I walked away without the vehicle and some cancellation fees from my insurance company. The sales staff will sell at this dealership at any means necessary. Had I not picked up the false information given to me on the day of delivery, I would have been stuck with a $68,000.00 vehicle that is not safe for my family in winter driving, and it would have been my word against theirs (you all know how that goes, $68,000.00 down the drain). Frank should have told me the truth about his mistake on the second drive and should have gone to far more lengths to correct the mistake he made. This dealership will sell vehicles with false information to make a sale and won’t take any accountability for their actions; their mistakes will simply be a way to upsell. Be careful. More

This dealership is extremely low-tier and completely out of control. The level of disrespect shown to customers is unacceptable, and the way people are treated here will ultimately drive this dealership int of control. The level of disrespect shown to customers is unacceptable, and the way people are treated here will ultimately drive this dealership into the ground. Many of the positive reviews appear to come from friends or staff, while the negative reviews accurately reflect how this dealership is actually run. I had one of the worst customer service experiences I’ve ever had this dealership clearly picks and chooses who they want to help. Do yourself a favour and go elsewhere. More

Very poor customer service, nearly impossible to get service manager to call back after many email/phone call requests. Have been loyal for many years but will be changing to another dealer after these service manager to call back after many email/phone call requests. Have been loyal for many years but will be changing to another dealer after these experiences. More

Excellent customer service from beginning to end. The transaction was done mostly online and via telephone as I live out of town and everything ran seamlessly from the start. The vehicle I purchase The transaction was done mostly online and via telephone as I live out of town and everything ran seamlessly from the start. The vehicle I purchased was as described and I received a fair trade for my previous vehicle. I am very satisfied with my purchase and will definitely consider them when making future purchases. More