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:08/04/2025

  Type:Customer Service Issues
  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.

  I bought a vehicle from them in an auction. They have a two day policy for any serious reports to the vehicle. Theres no way someone can get into a mechanic within on business day. I was on day three with massive engine failure, told them. Four people told me theyd help, ultimately I got one lady who said no. Im out $**** and they just got away with stealing my money. The seller was a scammer too.

  Business Response

  Date: 09/04/2025

  Dear Better Business Bureau,
  
  I'm in receipt of your communication dated April ***, 2025, outlining the complaint against ***** ******** by Ms. ******************* have to say that I'm quite surprised by the complaint. We've been working with the complainant and have been patiently waiting for her to return the vehicle to us.
  
  The complainant's purchase was subject to our Buyer Protection Policy. The terms of the policy were explained to her in writing prior to her purchase. They required her, if she wished to make a claim through the policy, to return the vehicle and a report from her mechanic to us within two business days of the sale. She didn't provide a report or the vehicle before the deadline expired. ***** ******** sells several hundred vehicles every week and has done so for over forty years. This gives me a large pool to draw from when I say that the majority of our customers have no problem working within the timeframe afforded by the Buyer Protection Policy. In the complainant's case, although she missed the deadline, we still offered to extend the policy to her. She sent us a report by email but did not send us the vehicle. Our last written communication to her was by email on Friday April *** requesting that she return the vehicle to our facility. We're still waiting for her to do so.
  
  Sincerely, 
  
  ****** Reilander 
  ***** ********

  Customer Answer

  Date: 09/04/2025

  
  Complaint: ********
  
  Attached is proof that Ive attempted to contact Regal Auctions since Friday, April *, 2025, including emails and multiple phone calls. At no point has anyone from the company made an effort to reach out to me. Four employees told me I could send the mechanics report by email and that Buyers Protection would call me on Monday, April *. No one did. I followed up, was told they wouldnt help me, and left a voicemail on a direct line with no response. Today, I spoke with ******, who confirmed theres no record of contact and offered no explanation. He downplayed the situation as a bump in the road and questioned my mechanics report without cause. His statements conflicted with what I was told Monday, making their position unclear and inconsistent. If Regal had genuinely attempted to resolve this, I would have been contacted long before I filed a BBB complaint. Their failure to follow up or provide documentation shows a lack of accountability. Now, I'm being asked to bring the vehicle back, but I no longer trust that this matter will be handled fairly or impartially. I was sold a vehicle with undisclosed engine issues, and it has been entirely up to me to seek answers. I expect a full explanation, transparency, and proof of any attempted contact. Until then, the facts remain: the engine issues were not disclosed, and Regal has not made a sincere effort to resolve this. This entire situation has been stressful, frustrating, and time-consuming. I feel like Im being dismissed, and that my case has not been treated with any seriousness. The core issue remains: I was sold a vehicle with undisclosed engine problems, and Regal Auctions has done nothing proactively to resolve the matter. Any action now appears to be only in response to my complaint, not out of genuine accountability.
  I hope Regal Auctions will finally take this complaint seriously and respond with the professionalism and integrity expected of a reputable business.
  

  Customer Answer

  Date: 14/04/2025

  I have attached two documents above. Thank you

  Customer Answer

  Date: 16/04/2025

  Hi ***, 

   

  Both please. To the business and for BBB to see proof of one way contact. thank you!

  Business Response

  Date: 17/04/2025

  Dear Better Business Bureau,
  
  I don't know how we can help the situation any further at this stage.
  
  The complainant and I had a long conversation by telephone following my response to her initial complaint. The summary of our conversation is that Regal Auctions agreed to entertain her application for coverage through our Buyer Protection Policy in spite of the time that had passed since she made her purchase. The complainint was to return the vehicle to us the following day in order for the process to begin. However, we have not seen or heard from her in the eight days since and she has not delivered the vehicle to us. 
  
  If the complainant is interested in proceeding with our Buyer Protection Policy she needs to return the vehicle to our facility. Otherwise, I have no option but to consider the matter closed.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:16/10/2024

  Type:Product Issues
  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.

  I purchased the vehicle on July **, 2024 through Regal Auctions. The vehicle was listed with no significant issues. I immediately got the vehicle in to the 1st ******** to ensure I could catch any major engine/transmission issues as the warranty according to what was provided was aggressive for a buyer (the *** business day from purchase). There was repairs but nothing that was covered under the **** the *** ******** I took it took had similar concerns and as the vehicle was out of province, it needed all the repair work to be completed. The first trip out of City the vehicle presented a Transmission overheat error on the dash, we let the vehicle cool down and got it back. It has been at the ******** for multiple weeks attempting to troubleshoot the issue. Eventually the last ******** suggested to take the Buyer Protection Plan (***) (*** day return) as all ********s indicated driving the vehicle at ***+ Km/hr for an extended period would have not caught this issue but it was suggested it was present at time of purchase. Regal has yet to respond to the transmission issues present with the findings provided (with delay on my end due to the last ******** being slow due to the new school year). As I've spent over $**** on repairs and ******** fees to find this unreported issue, the *** traps a buyer and favors the seller as finding this type of issue within 2 days and through the ******** is beyond reasonable expectation, this penalizes the seller for $*** and myself over $****. Furthermore, Regal has since listed the vehicle and has added additional faults to the car including the Radio which was working as of dropping it off. The misrepresentation on the current listing combined with the original purchase hampers my ability to recover money on the purchase and further penalizes me for attempting to hold the company accountable for their misrepresentation of the original listing. I can provide the timeline and documents past this character limit.

  Customer Answer

  Date: 17/10/2024

  Good afternoon, 
  
  I've included the full scan of the Bill of Sale. I've also included the Buyer Protection Policy which outlines items covered and the dates applicable.  On the same scan is the consignment agreement which outlines that I've had to declare the transmission issues which were initially not reported and also shows that there was no radio issue which Regal has ignored my request to remove it.
  
  If you'd like to have a chat regarding this please don't hesitate to call me at ************.

  Business Response

  Date: 18/10/2024

  Please, see attached correspondence.

  Customer Answer

  Date: 21/10/2024

   
  Complaint: ********
  
  I am rejecting this response because: the response attempts to discredit my credibility and provides no ownership of the issues presented to Regal Auctions.  I have provided further disclosure and evidence of misrepresentation on the current sale which outlines the risk and responsibility that has been offloaded to myself as the buyer as a result of the failure to disclose transmission issues at time of purchase.
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 28/10/2024

  October **, 2024
  
  
  
  RE:
  Complaint ID ********
  
  
  
  Dear BBB,
  
  
  The core issue here is that Canadian Tire should have test driven the vehicle. Their inspection report shows they took it in from the complainant with *******km and they released it back to him with *******km. Clearly, they did not test drive it. If they had conducted a test drive and had discovered a problem then we would have been able to refund the complainant. Alternately, if they didn't find a fault then we could conclude that the problem developed at some point within the first few months of use.
  
  
  
  Sincerely,
  
  
  
  ****** *********
  Regal Auctions
  

  Customer Answer

  Date: 29/10/2024

   
  Complaint: ********
  
  I am rejecting this response because: As per attached from ****** *********, previous service record shows that the vehicle presented the same issue that I originally reported.  The seller did not disclose this issue and as a result I purchased the vehicle and performed additional repairs which has put me out approximately $****.  I would also like to bring up again that the seller (Regal Auctions) has on numerous occasions imparted restrictive conditions on their ***-day return policy and misrepresented my case or implied that I was at fault.  
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 01/11/2024

  Please, see attached correspondence.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: ********
  
  I am rejecting this response because: Please see attached response.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:21/11/2023

  Type:Sales and Advertising 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.

  Concern regarding buyer protection policy this facility offers and misleading clients.Buyer protection policy covers powertrain issues of vehicles purchased at this auction. Purchased a vehicle at this location. Upon mechanical inspection, vehicle has lower engine knock indicative of rod knocking and the crank shaft. This condition requires an engine replacement which costs more than the vehicle purchase price itself. Regal Auctions indicated because an engine knock was disclosed that the buyer protection policy was void. Engine knock is typically an fuel injection or carbon buildup problem that costs money to repair but isn't catastrophic to the engine. The misleading part comes from previous communication with Regal Auction regarding whether an engine light would void the buyer protection policy should mechanical inspection find a powertrain failure, they indicated that it would not void the policy. So it's a grey area judgement call as to how specific the disclosure has to be to voild the buyer protection policy. In this case, Regal Auctions determines which qualifies and which doesn't, which is bias and confusing to the consumer.

  Business Response

  Date: 22/11/2023

  November **, 2023
  
  
  RE:
  Complaint Id: ********
  Complainant: ****************************
  
  
  Dear BBB,
  I am in receipt of your email from November **, outlining the complaint against Regal Auctions by ********************************
  The Complainant purchased a 201* Ram **** at auction. Prior to sale Regal Auctions described the vehicle as having an engine knock.
  The sale was subject to our Buyer Protection Policy which protects purchasers from undisclosed, hidden mechanical problems. 
  After sale **************** had the truck inspected. The report confirmed that there was an engine knock and further described it as coming from the bottom of the motor. As the knock had been identified and announced prior to sale it did not qualify for coverage through the Buyer Protection Policy. The fact that **************** had assumed the engine knock came from some other part of the engine was irrelevant as it was an assumption that he made that was not based on any information that we provided to him. 
  However, I appreciate that ****************, an out of town customer, chose to do business with us from so far way. In that regard I am prepared to void the sale and return his money to him in its entirety. 
  I trust this is to his satisfaction.  
  
  
  Sincerely,
  
  
  *******************************
  General Manager
  Regal Auctions 
  *********************************, *******
  T2A 2L8
  
  

  Customer Answer

  Date: 22/11/2023

   
  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.

  The GM of Regal Auctions has refunded the purchase.

  Thank you. 

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

• Initial Complaint

  Date:18/10/2023

  Type:Customer Service Issues
  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 Business in not completing its commitment to the customer.

  Customer Answer

  Date: 18/10/2023

  Hi Please find attached the email communication with Regal Auction. I win the bid of Car in $*** and Regal Auction is not giving me a car and claiming that bid is lower than the reserve Value, If they can't give the car in lower than reserve value then why the bid got started from $****** and Bid Closed at $******. If seller already advised the Regal Auction that he cant sell the car below $**K then why Regal Auction allowed to start the bid from $****** and closing at $ ******. They think the bidder time and efforts in bidding is a joke.

  Business Response

  Date: 20/10/2023

  October 20, 2023
  
  
  
  RE:
  Case # ********
  **********************
  
  
  
  Dear BBB,
  
  I am in receipt of your email dated October ****, 2023, outlining the complaint against Regal Auctions Ltd. by Mr. ********************************* complainant, **************, participated in one of our online auctions, bid on a vehicle, and, at the conclusion of the auction, had the highest bid at $******. However, the vehicle was subject to a reserve price of $******; we were unauthorized to sell the vehicle for any price below the reserve price without the seller's approval. The reserve price was prominently displayed on our our website and in the vehicle's listing prior to and during the auction. It was abundantly clear that the sale was subject to a reserve price. Following the auction the seller was presented with ****************** offer but refused to accept it. We attempted to negotiate a sale between buyer and seller but were unable to do so and the vehicle remained unsold.
  
  **************, somehow, has come to think that auctions are not allowed to accept bids below a seller's reserve price and that in doing so we have acted in an improper manner. This is completely untrue. It is commonplace for bidding to start at prices far below the reserve price as, ultimately, the only bid that matters is the final highest bid. Regal Auctions sells several hundred vehicles every week in this exact manner. Furthermore, this method of auction isn't exclusive to Regal Auctions but is the standard at the hundreds of automotive auctions across North America.  
  
  While Iunderstand the excitement and anticipation that comes with winning a bid, it's imperative that ************** understands that winning an auction does not automatically guarantee the sale of the item. The final sale in this case was contingent on the seller's agreement to the bid amount. Regal Auctions is committed to operating a fair, honest, and useful marketplace.
  
  Sincerely,
  
  *******************************
  General Manager
  
  Regal Auctions Ltd
  *****************************
  *******, *******
  *** ***