Complaints

This profile includes complaints for Autozen's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Autozen

  3775 Lougheed Hwy Burnaby, BC V5C 0J4

  
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  Autozen

  3775 Lougheed Hwy Burnaby, BC V5C 0J4

  

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:28/09/2023

  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.

  I put my car up for auction with Autozen. Before the auction, their staff inspected the vehicle and took photos to upload for the online auction. Then, a buyer purchased my car. Subsequently, at the agreed-upon pickup time, Autozen arranged for the buyer to come and collect the car. Their staff inspected the vehicle once more, and they signed the transfer agreement and paid me. After they drove the car away, they informed me that it broke down on the road. They towed the vehicle to my house and forcibly reclaimed the money, all after the contract was completed and payment was made, without taking any responsibility for the damaged. The agent just towed the car outside of my house and walk away.

  

  Business Response

  Date: 11/10/2023

  An Autozen delivery agent, not the buyer, facilitated the car pickup. During the cars transit to the buyer, a warning message regarding overheating appeared rapidly on the dashboard, instructing us to turn off the engine for cooling. Our delivery agent promptly pulled over and informed us of the situation.
  At Autozen, we are committed to safeguarding the interests of both our sellers and buyers and it became very apparent the vehicle was no longer in driving condition - it appeared right away as the engine warmed. As part of our standard procedure, we request sellers to acknowledge a seller disclosure form before pickup. This acknowledgment requires the seller to declare any known mechanical issues, confirm adherence to the vehicles maintenance guidelines outlined in the owners manual, and agree to potential sales cancellation if these conditions are not met or if a significant mechanical problem arises within 48 hours of vehicle pickup due to the vehicles prior usage.
  In exercising due diligence, we made the decision to cancel the sale in accordance with the terms of the sellers declaration. At our own expense, we arranged for a tow truck to return the car to the seller. Its worth noting that while the car was not currently inoperative, the likelihood of recurring overheating issues was significant, and Autozen wanted to protect the safety of both the vehicle and the agent.In our commitment to providing excellent customer service and resolving this matter in a fair and transparent manner, we have taken additional steps to assist the consumer in selling their vehicle. We have reached out to the buyer who expressed a willingness to rework the deal with the seller if he can receive a diagnostic report from a certified *** shop to ensure clarity regarding the mechanical condition of the vehicle. We have shared the buyer contact information with the seller, including his cell phone number, to facilitate direct communication. Our goal is to facilitate a mutually beneficial resolution for both parties involved, demonstrating our dedication to customer satisfaction and the successful completion of transactions within our marketplace

  Customer Answer

  Date: 11/10/2023

   
  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.
  
  Sincerely,
  
  *****************