Complaints
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:16/08/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
**** Maintenance Plan We purchased a brand new *** ton truck on July **, 2023. They sold us a maintenance package for $******* that we used once for an oil change. We traded in the vehicle for an SVU of another maker. We called to cancel the maintenance plan in May of 2024. We were advised by the ****************** Manager that we only had 60 days from the purchase date to cancel the plan, unless we purchased another vehicle from ****. This was not disclosed to us when we purchased the plan. We would probably not have purchased the plan had we known there was no refund for the unused portion of this prepaid agreement. We also did not receive a copy of this agreement at the time of purchase. In May of 2024, I called again to get a copy and was sent one with a purchaser's computer generated signature. We feel that a prorated refund would be in order. $**** is a lot of money for one oil change.Thank you.
Business Response
Date: 26/08/2024
Good afternoon,
Thank you very much for taking the time to inquire about your personal situation. In reviewing this deal the customer did indeed purchase a **** Maintenance Protection Plan. This particular plan is offered by **** Canada as a way to ensure that the maintenance of your vehicle is prepaid as part of your purchase experience.
**** Canada, does offer a loyalty rebate to all of its customers if the customer decides to trade in their vehicle while still having time left on their **** maintenance protection plan and investing in another **** product. **** Canada, will not offer the same loyalty to customers that decide to purchase vehicles outside of the **** family.
It's important to note, that about **% of our customers choose to invest in this particular program offered by **** Motor Company.
If you have any further questions or concerns please do not hesitate to reach out to me directly.
***********************
General Manager
*** ***** ****
*****************************************
Customer Answer
Date: 27/08/2024
Complaint: ********
I am rejecting this response because:The information was not relayed or explained to me at time of purchase. I did not receive a copy of the document with the terms and conditions at the time of purchase
Sincerely,
***********************Customer Answer
Date: 11/09/2024
Looking for an update on this matter.
Thank you
Customer Answer
Date: 18/09/2024
Well this was a complete waste of timeInitial Complaint
Date:01/05/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
A slow transmission oil leak required the replacement of two o-rings on a bulkhead connector going into the transmission. I have a mechanical background but wasnt set up to do the job myself. I told them exactly what the problem was and I told them what I wanted done. I refused to pay a diagnostic fee because I wasnt going to pay them $*** to tell me what I already told them. I was made to sign a waiver stating that they would not warranty any of their work. The description on the bill clearly states that I only wanted the o-rings replaced. The labour charges showed a $****** charge for ******************** Services. I told them I wanted to talk to the service manager and when I questioned him what that meant and why I was being charged for it he said it was for a transmission flush. I was told I was being charged for it because thats just how their billing system works.The technicians descriptions does not include a Transmission Flush but only the work that I asked to be done. The original bill was over $***. The service manager refused to remove the charge for the work that wasnt actually done but instead knocked $** off for shop fees. The final bill was $****** with $****** being for the labour for the job I actually asked them to do.Business Response
Date: 08/05/2024
************** contacted us on Monday, March *, 2023, to schedule an appointment to have a leak addressed at the transmission area on his 2010 **** **** ***:***************** The appointment coordinator scheduled the appointment for Wednesday, March *,2023 at ****AM.
At the time of drop off ************** communicated there was an oil leak coming from the transmission area near an electrical connector. He requested the transmission filter be replaced when the pan was dropped to replace the three (3) o-rings. He requested that we proceed with the repair,without diagnosis being performed. A note was added onto the document to confirm the repair direction was provided by ************** without the diagnostic step being performed.
The retail time listed on our online labor standard time guide used, ******** on Demand, is *** labor hours. The procedure to replace the three (*) o-rings requested by *************, as outlined in workshop manual, is to drop the transmission pan to release the bulkhead connector to access the o-rings. The total amount billed to ************** was *** labor hours. The service consultant acted in the best interest of ************** by providing him the most cost-effective pricing structure on labor and part charges by following the menu pricing for a transmission service knowing the transmission pan is dropped, the filter replaced, and the fluid exchanged during the transmission service.
Here is a breakdown using a retail pricing matrix without the menu pricing being applied to the parts and labor associated with the requested repair.
LAB: *** x $****** = $******
PRT: $******
SUPPLIES: $*****
GST: $*****
TOTAL: $******We believe we acted in the best interest of ************** during the repair process and completion of the billing involving the repairs that were requested and directed by **************. The total paid was $****** inclusive to have the requested repair performed.
Thank you for your time, consideration and review on behalf of our business.
Initial Complaint
Date:14/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The sales person used high pressure sales tactics to make me purchase extended coverage. The first time I had to make a repair to the vehicle it was not covered which was the argument used to convince me to purchase it. I had to pay over $**** out of pocket in addition to the almost $**** for additional coverage.Customer Answer
Date: 14/02/2024
This is the additional coverage I was pressured to purchase after declining.Business Response
Date: 15/02/2024
Good morning,
I will be reaching out to the customer directly to handle this issue. This something we take very seriously and will handle accordingly.
If you require any additional information please contact me directly.
************
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