Roy Foss Thornhill

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

I wanted to move from gas to electric and checked out various EV models at the Toronto Auto Show then arranged for a test drive at Roy Foss Cadillac in Thornhill Sales Rep Kimia Sadat Nasheri greeted me various EV models at the Toronto Auto Show then arranged for a test drive at Roy Foss Cadillac in Thornhill Sales Rep Kimia Sadat Nasheri greeted me and answered all my questions from technical details to financing and leasing plans. On the test drive, I was impressed with the car's comfort and solid performance and Kimia's thorough knowledge got me up-to-speed on all the EV functions and features. Kimia showed me the different models and put together an attractive price for the purchase including a fair value for my trade-in so we were able to make a deal with a minimum of back-and-forth negotiating. I picked up my Lyriq a few days later. After driving the new technology for a couple of weeks I took it in for a few adjustments and the service staff could not have been more helpful. I have owned premium European vehicles in the past and by comparison, appreciate the excellence of Roy Foss' entire sales and service team. I'm now a delighted owner of a Cadillac Lyriq EV and I'm confident that I can rely on responsive support from Roy Foss and GM going forward. Thank you to Kimia, Quaise, Hass, Maryam, Jonathan and the Foss team for making my EV purchase a joyful experience! More

Buying a a good Car and having strong after sales service, reminds me GM cars and Roy Foss supportive after sales service. Having a surgery with the best Surgeon is great, but it nursing is not good service, reminds me GM cars and Roy Foss supportive after sales service. Having a surgery with the best Surgeon is great, but it nursing is not good enough then the positions suffers if not die. Anytime I had any issue Roy Foss service friends most welcome me and everybody concern about your satisfaction. May God Bless all of them the manager, the great supervisor David and Lauren at closing give you a great feeling. Thanks Nick to sell me the car and Jacky support. At the end of the I like to add that while waiting you can enjoy the best coffee in town so rich and tasty. 🙏Shahrokh More

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