Complaints

The 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:03/06/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On November 9, 2023 our family bought a 2019 ******* Tucson with ******* km for 32,526.08$ not including an extended warranty of 2,897.00$. This vehicle is on a loan that will total 42,138.72$ with interest.We were assured by the sales representative that there were no previous issues with the vehicle and that the vehicle was in good mechanical standing. We agreed on the sale with an extended warranty to ensure this vehicle would continue to be reliable and to cover any after sales mechanical issues. After 200kms the check engine light was on as the catalytic converter needed to be replaced. We were then told we would receive a call when the catalytic converter arrived to complete the service and that it would be safe to drive in the meantime. I called the dealership on December 19th 3 times to get an answer or information on the planned service and never received a call back until December 27 only to find there had been no effort made by Davis to order a catalytic converter or to move forward with the service. As promised this was covered by the extended warranty at no cost to us on January 22, 2024 On March 30th after ***** km's since purchase that the engine started to lose power and make a concerning knocking noise. When we called Davis regarding our vehicle a service representative told us to bring it to a different shop and that they had no responsibility in this issue. I believe they do due to the recent sale of this vehicle and the recent delayed replacement of the catalytic converter. We were informed by ***************** ******* in ******** the engine at ******* kms would not be covered by as we had been denied coverage from the extended warranty. We are now left with a choice to replace the engine at 4,417.34$ for a used recalled engine or 8,963.59$ for a new engine. We now continue to make payment of 270.12$ bi-weekly on a vehicle we can no longer drive since we bought it 6 months ago from Davis Chevrolet GMC Buick in Airdrie.

  Business Response

  Date: 12/06/2024

  The client purchased this vehicle with an extended warranty as mentioned. The client experienced an issue with the catalytic converter soon after purchase, and this was ordered through our local ******* dealership as this was covered through a ******* warranty they had on the vehicle, not the extended warranty that was purchased. There was a delay in this part being ordered due to *******'s warranty process. Our communication with the client could have been better through this delay. After driving the vehicle for 7000km, they experienced another check engine light. We advised the client to have the vehicle taken to their local ******* dealership for diagnostics. ******* took a look at the vehicle and determined that it needed an engine, but ******* has an extended factory warranty for this specific engine and vehicle as they have had issues with this engine. ******* denied the claim due to an apparent lack of maintenance, even though it was not noted or apparent through our numerous inspections. ******* then told the client that she would need to pay for an engine and that her warranty wouldn't cover it, even though no claim attempt was made in speaking with our warranty provider. Their local ******* dealership seemed to give this client the runaround for a while and tried to point the finger at us while the vehicle was in their care.

  I have since been in touch with our warranty provider to have this covered under the extended warranty the client purchased. They sent out an adjustor to look at the vehicle and we have sent all of our inspection records through to them as well. We are awaiting a response from the warranty provider and are hopeful to move forward with the engine replacement. If they deny that claim, we will continue to work with the client to find a satisfactory resolution.

  Customer Answer

  Date: 13/06/2024

   
  Complaint: 21784580
  
  I am rejecting this response because: I have requested in resolution of this issue that I would like to return the vehicle at its original sales price including cost of maintenance to date to Davis Chevrolet GMC Buick in Airdrie for their misleading and unfair business practices in regards to the sale of this vehicle. I have brought this request to their attention on 3 separate occasions; twice in email and again as part of this complaint process. To again and again be completely disregarded. As you can see on the emails I provided, no mention or response has been made towards this request. Davis representatives continue to put blame else where instead of acknowledging the fact that this vehicle was sold to me from them with all the problems included.  I have lost faith in the stability and reliability of this vehicle and wish to have no further part in its ownership as I feel it will only come with further unseen costs as it has proven thus far. I am currently continuing to make bi weekly payments on a vehicle I haven't been able to drive 3 months out of the 7 I have owned it. At this time there is still no resolution as Davis Chevrolet refuses to see their responsibility in the sale of this vehicle. Currently, we haven't even moved forward with repairs and I am to return to work next month after my maturnity leave ends which I cannot do without a reliable vehicle.  

  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 21/06/2024

  I went in to try and respond to this complaint, as today is the 7th calendar day, and it is not allowing me to respond.

  We are still working on this for the client.  We are looking at having this vehicle taken to a different ******* dealership at our cost to have this engine replaced under warranty, and are in the final stages of having the towing company move the vehicle with the client's permission.  If the engine is not able to be replaced under warranty from this second dealership, we will look to refund the client for this purchase.

  Business Response

  Date: 21/06/2024

  I went in to try and respond to this complaint, as today is the 7th calendar day, and it is not allowing me to respond.

  We are still working on this for the client.  We are looking at having this vehicle taken to a different ******* dealership at our cost to have this engine replaced under warranty, and are in the final stages of having the towing company move the vehicle with the client's permission.  If the engine is not able to be replaced under warranty from this second dealership, we will look to refund the client for this purchase.

  Customer Answer

  Date: 26/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am expecting an engine replacement or full refund to fully resolve this complaint. I am thankful to Davis Chev for also covering the 490.17$ service charge at *************** ******* in ********. At this time I still await an update on the engine or refund. The vehicle has been towed to ******* in ******* as of Monday June 24th, 2024.
  
  Sincerely,
  
  *******************