On Thursday, December 11, I had a scheduled vehicle - casieheary
On Thursday, December 11, I had a scheduled vehicle service appointment with Toyota at West Edmonton Mall for my 2019 Toyota C-HR. In addition to the routine service, I specifically requested that all four tires be thoroughly inspected, as the tire pressure monitoring system (TPMS) warning light had been repeatedly activating. I was concerned there may be damage to one or more tires.
Later that day, I received a call from Toyota advising that all four tires were in good condition and that the issue was due to a damaged sensor, which required replacement. I authorized the repair accordingly.
However, upon collecting my vehicle and prior to leaving the dealership, I noticed that the TPMS warning light was still illuminated. I immediately brought this to the attention of the staff member assisting me and was advised not to worry, as the light would turn off after approximately 10 minutes of driving. Trusting this guidance, I left the dealership and drove home, a trip of approximately 30 minutes. The warning light remained on for the entire drive.
I subsequently contacted the dealership to report the issue. After being placed on hold, I was informed that the warning light had been off when the mechanic completed the work and that the issue was likely weather-related. The following morning, despite the vehicle being parked overnight in a heated garage and not exposed to cold temperatures, the TPMS warning light remained on.
As a result, I returned to Toyota at West Edmonton Mall to have the tire pressures checked again. At that time, I was informed that all four tires were set to 29 PSI, whereas the recommended pressure is 33 PSI. Once the tires were properly inflated to 33 PSI, the TPMS warning light immediately turned off. While I am not a mechanic, it is concerning that this issue was not identified and resolved prior to returning the vehicle to me, particularly given that I had raised this concern multiple times.
Throughout this experience, I felt my concerns were dismissed and not taken seriously. This was especially distressing given the extreme weather conditions at the time, with temperatures reaching approximately -30°C. Vehicle reliability and safety are critical under such conditions, and the possibility of being stranded due to unresolved issues caused significant anxiety.
This is not an isolated incident. On a previous occasion when my tires were changed over, my off-season tires were not placed back into my vehicle. I did not discover this until halfway home, requiring me to return to the dealership to retrieve them. Unfortunately, on more than one occasion, I have experienced errors or oversights that resulted in additional inconvenience.
This is particularly disappointing as I have been a loyal customer of this location for the past six years. I purchased my Toyota C-HR from this dealership for $33,000 and have consistently returned for service. In 2025 alone, I spent $1,135.50 on May 23, $199.45 on September 22, and $565.94 on December 11, totaling $1,900.89 in service expenses for the year. Including the purchase of my vehicle and ongoing maintenance, I have spent approximately $37,400 at this location. Additionally, I influenced my parents to purchase a Toyota RAV4 here, bringing our family’s total spending at this dealership to a minimum of $82,400.
Despite this loyalty, I continue to feel that my concerns are not given the care and attention they warrant. Most recently, I contacted the dealership to speak with a manager and was advised that he was unavailable but would return my call. It is now well after 8:00 p.m., and I have yet to receive a response.
Given the cumulative nature of these experiences, I am seriously reconsidering my continued patronage of this location. I had expected a higher standard of service, communication, and accountability, particularly as a long-standing and loyal customer.
Casie Heary
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