Extremely frustrating vehicle-buying experience – Legacy - Sarunas
Extremely frustrating vehicle-buying experience – Legacy Dodge Wetaskiwin
I recently purchased 2018 Toyota Sienna from Legacy Dodge, and unfortunately what should have been an exciting experience turned into more than a month of stress, uncertainty, wasted time, and frustration.
I signed the bill of sale on July 2 and was initially promised that the vehicle would be ready within days. Instead, delivery was delayed for 12 days, with multiple promised delivery dates that were not met. Communication was extremely difficult throughout the process. I repeatedly had to chase the dealership for updates, documents, and answers, and there were numerous promises to call me back or send information that were not followed through.
The vehicle was eventually delivered late in the evening, without proper communication about when it would arrive. When I received it, I found several issues that I did not expect to see on a vehicle that had been in the dealership's possession for weeks, including a damaged passenger-side mirror cover, missing floor mat, and incomplete detailing.
Unfortunately, the concerns did not end there. After taking delivery, I discovered additional issues, including:
- A tire with only 20 PSI when Toyota's recommended pressure is 36 PSI and a tire that was losing air.
- Two newly installed tires by the dealership mounted incorrectly. I provided photographs showing the "INSIDE" markings facing outward. The dealership ultimately acknowledged the issue and agreed to correct it.
- An empty coolant reservoir, requiring the cooling system to be inspected.
- A disconnected vacuum line on the air intake hose.
- A squeaking noise during engine start-up.
At that point, I was extremely concerned about the safety and quality of the vehicle preparation. I am not a mechanic, yet I was able to identify multiple issues after delivery that I believe should have been detected before the vehicle was handed over to a customer.
To be fair, the VP eventually became involved and offered solutions to address the problems. The vehicle was ultimately transported almost 300km for inspection and repairs, and the outstanding issues were addressed. I appreciate that the dealership ultimately took steps to correct the problems.
However, the way this transaction was handled from the beginning left a very negative impression. A vehicle purchase should be an exciting event, not something that leaves a customer questioning whether the vehicle is safe, chasing management for answers, and spending weeks trying to get promised issues resolved.
After more than a month of stress and uncertainty, I finally have the van back and can enjoy it with my family. I am glad the vehicle is now in the condition I expected it to be when I purchased it.
My experience is ultimately a reminder to other buyers: inspect everything carefully before accepting delivery, document any concerns, and make sure promises are put in writing.
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