Nanaimo Toyota

Review for Nanaimo Toyota I have sat on this review for more than a year, hoping time would lessen my feelings about what happened. It hasn't. To this day, I still consider it one of the most humiliating c more than a year, hoping time would lessen my feelings about what happened. It hasn't. To this day, I still consider it one of the most humiliating customer service experiences I've ever had, anywhere. During a visit to Nanaimo Toyota's service department to pick up our Tacoma following its 50,000 km maintenance service, we were told the brake pads required replacement. We authorized the repair and specifically requested that the removed parts be set aside so we could inspect them when we picked up the vehicle. When we arrived, the employee reviewing our bill spoke to us in what we perceived as a passive-aggressive and dismissive manner. When we asked to see the removed parts we had requested be retained, he didn't know where they were and speculated they might be in the back of our truck. We asked for the keys so we could check. He refused, insisting we pay for the repair first. We were stunned. We asked him to escort us to the vehicle to look for the parts but he wouldn’t. We had specifically requested to inspect the parts before settling the bill. Instead of accommodating a reasonable customer request, we were put in the uncomfortable position of having to argue simply to view parts that belonged to us. The entire interaction left us feeling as though we were being treated with suspicion rather than as valued customers. The situation became even worse when the service manager became involved. Despite not being present for the conversation, he claimed he had overheard the entire exchange from his office and immediately challenged our account of what had happened. Rather than trying to understand why we were upset, he repeatedly defended his employee and insisted our version of events was incorrect. As he walked us to our vehicle to search for the missing parts, he continued to suggest we were exaggerating the situation. We largely stopped responding because it was clear he had already decided we were the problem. What astonished us was that the parts we had come to see were not even there. Yet instead of acknowledging that, he seemed intent on arguing with us about how the interaction had unfolded. It felt less like he was trying to resolve a customer concern and more like he was trying to win an argument. At that point, the issue was no longer about brake pads. It was about being dismissed, disbelieved, and made to feel like the problem for asking perfectly reasonable questions. When the removed parts were eventually located by a technician who went over them with us, we were shocked by their condition. Based on what we observed, and based on comments the technician made of the removed parts, they appeared to have substantial life remaining and had not even reached the threshold where replacement would typically be required. Yet the work had already been performed and we were charged accordingly. The cost of the unnecessary repair is not what has stayed with me for over a year. What I remember is the disrespect. I remember feeling embarrassed, accused, and humiliated for doing nothing more than asking to inspect the parts that were removed from my own vehicle before paying the bill. After reading other reviews, I noticed a recurring pattern. When customers raise concerns, the dealership often seems more interested in defending itself than reflecting on the customer experience. That was certainly our impression. We remain loyal Toyota owners and still have confidence in the Toyota product. However, Nanaimo Toyota permanently lost not only our service business that day but also our repeat purchasing business. We will not return, and I would strongly encourage others to ask questions, inspect recommended repairs carefully, and be prepared to advocate for themselves if concerns arise. More

Lee Macdonald did an amazing job of selling us our first EV and explaining how everything works. We had a very positive experience at Nanaimo Toyota! EV and explaining how everything works. We had a very positive experience at Nanaimo Toyota! More

Terrible experience. I booked my appointment three weeks in advance, scheduled it after surgery, and was promised a shuttle. When I arrived, the staff and manager were ru I booked my appointment three weeks in advance, scheduled it after surgery, and was promised a shuttle. When I arrived, the staff and manager were rude, dismissive, and completely uncaring. I was told to “sit and wait” or find my own way, despite my medical situation. After taking a day off work and driving in from out of town, I had to leave without service because of their attitude. Customer care is clearly not a priority here. Would never go back More

Elisabeth Steinmeyer placed a new post for a 2010 Tundra for sale (just taken in on trade) before she headed home from work at Nanaimo Toyota. My message caught her at a coffee shop on her way home. She for sale (just taken in on trade) before she headed home from work at Nanaimo Toyota. My message caught her at a coffee shop on her way home. She offered to return to work to show me the truck! We test drove the Truck that was exactly as she described it in her FB Marketplace ad! I bought the truck! Needless to say, Elisabeth Steinmeyer is a reference standard in Customer Service! AND - everyone I encountered at Nanaimo Toyota, displayed the same level of courteous professionalism that Elisabeth Steinmeyer did! Could not recommend more highly! More

Had an easy hassle free experience at Toyota Nanaimo! everyone I dealt with was fast and efficient. A big shout out to Cara, what a pleasant surprise, honest, up front, and knowledgeable. Dave the manage everyone I dealt with was fast and efficient. A big shout out to Cara, what a pleasant surprise, honest, up front, and knowledgeable. Dave the manager was also on point. Thank you More

Made an inquiry on a Highlander advertised on the web at below MSRP. Was told by sales that that vehicle had been sold months ago and should not be in inventory. Just checked again and the vehicle is stil below MSRP. Was told by sales that that vehicle had been sold months ago and should not be in inventory. Just checked again and the vehicle is still there. Clearly a bait and switch tactic. Very disappointing. I have purchased two vehicles from Nanaimo Toyota and have owned Toyota's for 25 years. I realize auto sales are in a very challenging situation these days but stooping to such tactics really does tarnish the buying experience and the overall Toyota brand. Smarten up Nanaimo Toyota! More

They provide poor quality parts and installation and do not give refunds. They also provide unfriendly service. not give refunds. They also provide unfriendly service. More

I would give more stars if there was there. I can't say enough about how service took care of me and my truck. An otherwise stressful moment this two amazing men made it into one of the best customer servi enough about how service took care of me and my truck. An otherwise stressful moment this two amazing men made it into one of the best customer service experiences I have every had. Words can not say enough thank you again. The staff and atmosphere is very comforting and relaxing. Good coffee as well. More

I just purchased a 2018 Toyota Highlander XLE Hybrid. I've been on the hunt for a hybrid for the past 6 months. I live in the Victoria area and decided to make the drive up to Nanaimo to check out the Hi I've been on the hunt for a hybrid for the past 6 months. I live in the Victoria area and decided to make the drive up to Nanaimo to check out the Highlander and could not be happier with the experience. Jane and Morgan were both a pleasure to deal with! Every aspect of the purchase was positive. I highly recommend purchasing a vehicle from Nanaimo Toyota, 2 Thumbs up!! More

Thank you Ash Simaki. It was my first time I enjoyed and very happy with the best car salesman. Ash was great with all of my request and it was not a bit pressure. I love my new Toyota. Thank you again Ash very happy with the best car salesman. Ash was great with all of my request and it was not a bit pressure. I love my new Toyota. Thank you again Ash for your wonderful and passionate job you have done for me. More