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:14/03/2025

  Type:Service or Repair 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.

  Oct 11/24 purchased the vehicle and the paperwork was completed on Oct 15 2024 NEW 2023 Buick Envision Avenir Told it was all checked and ready to go by Eagle Ridge GM staff on Oct 15 2024 Drove home and parked in my garage. Oct 21 I had knee replacement surgery and told No driving for min. 8 wks My Stepfather flew in on ****** for his birthday ****** and Christmas and he left ****** and went to ***** to my brothers place.I started reading the manual. Jan 8 PM got to Nav system page 138, went to the car and pushed the *** button "** card has been removed" I phoned next day to Nech( my Eagle GM salesperson of this vehicle) told him the ** card missing. Said to him I want to see what else might be missing and I would get back to him. Feb 25 2025 had an appointment with my accountant in **************. After the meeting went directly to Eagle Ridge GM and asked for Nech. He wasn't in so I was asked what it was about. I said I have a missing ** card in my new car. A lady named Fiorie came out and I explained this to her. She replied sorry this is over 90 days and you will have to pay for it. I said no, your staff should have made sure the ** card was installed before I picked it up on Oct 15 2024. She went away and came back a few minutes later with her business card and wrote on the back of it the general manager's email address. I took the card and left. The next day I sent an e-mail to ***** *********. To this day I have not received a reply from him. I have contacted ********* and have had 2 conversations about this matter (toll Free **************) Last conversation was Mar 11 ************************************* Card is $535.42 plus taxes. I replied "I am not paying for it as it should have been in the new vehicle when I picked it up Oct 15 2024." The gentleman at ** said he would talk to the dealership about this matter again.

  Customer Answer

  Date: 15/03/2025

  In addition to above details  the purchase price for the vehicle after 2 - trade ins and taxes and other charges came to $51,250.00.

  Found missing is the Navigation system SD card. ********* advised that the price for the missing SD card is $535.42 plus GST and BC PST. That total is $599.67.

  The dispute is about this missing SD card.    Therefore I want a  REFUND         in the amount of CDN$599.67 from Eagle Ridge Chevrolet Buick GMC Ltd.

  I have been a customer for 20 years. Have purchased 3 vehicles from this car dealer and have had many services done on a 2000 GMC truck, a 2009 Buick Allure and a 2015 ***** Silverado 1500 truck.

   

  Business Response

  Date: 18/03/2025

  We will order an SD card for the customer.

  Customer Answer

  Date: 18/03/2025

   
  Complaint: 23066727
  
  I am rejecting this response because:  The dealership's reply is vague.       They will order the ** card.   

  Next part needs to be explained. 

  Is the dealership paying for the ** Card and giving the correct ** card to me at no charge?

  Does the dealership want me to pay for the ** Card?
  

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

  Business Response

  Date: 18/03/2025

  Yes we will order the correct card and it will be at no charge.

  Customer Answer

  Date: 19/03/2025

   
  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,
  
  ***** ******

• Initial Complaint

  Date:09/08/2024

  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.

  I gave Eagle Ridge GM a $1000 deposit to hold a truck so I could go view the truck.I gave them the deposit on Sunday July 21 2024.I was told it was a refundable deposit.I viewed the truck the following Thursday but Friday I decided it wasnt exactly what I wanted.***** the sales person told me no problem and she would refund my **** card but no attempt has been made.I contacted **** and tomorrow Saturday August 10 2024 they will be contacting them

  Business Response

  Date: 09/08/2024

  We have been trying to reach **** at the number provided and the calls are not going through. I have just emailed him at the email provided in this complaint to try and make contact that way and get the refund done.

• Initial Complaint

  Date:19/07/2024

  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.

  January of this year, 2024 my car lost all power while I was driving it and I had it towed to Eagleridge GM in Coquitlam Bc. It was in their possession from January to May while they said they were working on it. Eveny time I called for a status update, I was given another excuse and another thing apparently found wrong with it. When I picked it up in May, I had possession of it for one day before the same vehicle warnings came on the dash and I returned it to the dealership Eagle Ridge GM then had it from May to the beginning of July, once again saying how they were having difficulty finding parts This is a certified GM dealership and I have a GM car ********************************************************************************************** the car was deemed unfixable by their head office I had already paid just over $4000 for the work Up to this point they say the car cant be fixed Because apart they need is no longer manufactured This same part was working fine when I dropped it off in January!! I have the work order with the diagnostics and a broken car sits in front of my house because they gave it back to me with wires, exposed and parts in the car loose. I have video footage of the day I I had to call another tow truck to get it towed from their dealership, it was barely accessible for the tow truck driver. The car is not operable and is in worst condition than when originally brought there I have met with their service manager, who reimbursed me $1000 of the 4000 to shut up and go away I am seeking complete reimbursement for job, not done. Once again, the car is in worse shape now than it was when I initially dropped it off in January I was never offered a courtesy car from the dealership for the seven months they had my car. I finally pressed them for one in order to light a fire under their **** to fix mine. Once again they didnt fix it. They returned it disassembled and I want all of my money back for faulty workmanship

  Business Response

  Date: 19/07/2024

  The primary issue with the car is that it is old, and the necessary part has been discontinued by *************** The customer was informed of this problem from the beginning, and the only available option was to find a similar used part on ***** The parts and labor charges on this invoice reflect only the work done to start the car again. However, the old used part we sourced did not function properly, and the customer returned the car to us to find another used part.
  We met with the customer and her husband/partner and provided them with three options to resolve the issue:
  1) Trade in the car and purchase a new one with support in pricing.
  2) Allow us more time to call an engineer from ************** to help program the used part.
  3) Tow the car and compensate them with $1000 CAD, covering the related cost of the paid invoice and waiving the current invoice of $6900 CAD, which means $7900 CAD.
  The customer agreed to the third option and requested the $1000 CAD compensation while taking back the car. The customer still owe dealership with $6900 CAD as she authorized all other repairs in the work order.

  As the customer wanting to claim additional compensation, we believe that we don't have any agreement and we request a full payment of the outstanding invoice of $6900 CAD plus tax, in addition to the $1000 CAD.

  Thanks

• Initial Complaint

  Date:10/11/2023

  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.

  On the morning of June 2nd 2023 we took our 2022 GMC in to Eagle Ridge Gm service department for a routine oil change and for some minor recall work on the transmission. In the process they decided to install a heated steering wheel chip as the vehicle did not come with one due to supply chain issues. While the heated steering wheel was a feature we very much wanted to have functional in our vehicle, the fact that this work was going to happen at this particular visit was not communicated to us. What started as a morning maintenance appointment turned in to our being without our truck for 5 days, ruined weekend plans and poor/non existent communication from people in the service department and no interjection from the overall manager/operator of that location.The unauthorized work had their service department take apart the steering column and due to incompetence they managed to strip a bolt preventing them to put it back together. Even though we were told the piece would be in and the vehicle would be driveable by end of day Saturday, it was not until the Tuesday morning we were able to pick it **.In contacting their service department via email I was responded to with a page from their warranty terms which state they are not responsible for damage etc during this work. They failed to address the fact that they performed work that was not authorized by the owner of the vehicle.The last correspondence received was on July 5th offering us a credit for an oil change. After contemplation and consideration we responded on July *************************************************************************************************************************************** ***** ***** ****** ** *** ** *** ***** **** *** ***** ** **** ** *** ****** ******* ***** **** **** *** ** ******** ** * ****** ******** ***** *** ******** ** ** * ******** ******* **** *** *** *******. We received no response to the July 26th email we sent and are now needing outside help to resolve this.

  Business Response

  Date: 21/11/2023

  When the customer came in and the recalls were being worked (one of which was the heated steering wheel replacement chip) a piece was damaged and had to be ordered in. The customer was provided with a rental vehicle under the vehicle warranty policy at no charge to them. Once the vehicle had the repairs completed, the customer returned the rental vehicle and their vehicle was returned to them. Unfortunately under the manufacturer warranty there is no provision for additional funds to be paid to a customer. ****************** offered a free oil change as a show of good will which the customer did accept. At this time there is nothing further the manufacturer will offer.

  Customer Answer

  Date: 22/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: As previously stated, the heated steering wheel chip installation was not approved to be done during the vehicle appointment in question. The dealership seems to keep glossing over the fact that we lost a lot of money and our plans were affected for that weekend because of the unauthorized work. They mention the rental vehicle provided to us, but failed to note that it was a ***** that was inferior in every way to our $90000+ truck that we were without for 5 days. They also continually do not address the fact that their employees crushed an expensive hat in the cab of the truck and spilled coffee without any attempt to clean it up. While they offered a complimentary oil change, they have not followed through or responded to our acceptance of that offer as a starting point in rectifying this issue.

  We dealt with ************************* (Sales Manager) throughout the weekend trying to deal with this issue at the time and he agreed with our stance and expressed that the way the service department has handled the issues at hand are unacceptable. ***** (the Services Manager, or so we were told) dropped the ball in communicating with us on multiple occasions as we were strung along with how long this would take to get rectified.

  More than one unsubstantiated oil change voucher needs to be offered as compensation to resolve this issue once and for all.

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

• Initial Complaint

  Date:06/11/2023

  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.

  2 out of 2 vehicles had major problems, 2 salesman,sales manager and finance manager repeatedly told me they fully inspect and service all vehicles for sale at Eagle Ridge GM .First vehicle,had a pre-purchase inspection,my expense, $280. 1st vehicle ***** ***** Silverado -136k km - Front anti Sway bar,keeping the vehicle from swaying side to side,was not even attached on drivers side and hanging loosely.multiple oil leaks,low transmission fluid,third brake light not working.engine had slight whining noise requiring further diagnosis. 2nd vehicle ***** **** ********,lifted,34 inch tires 160k km- bought this vehicle for $34000 including tax and gold extended warranty.22 days of driving with less than 3000km's,on Vancouver Island when engine started making a strange noise.Pulled over at gas station,lifted hood,checked oil.No oil on dipstick,completely dry.No oil leaking under vehicle.Filled with oil to full level and vehicle started leaking under engine Called **** and had **** towed to ***************** in ***********,recommended by Eagle Ridge GM for warranty.Diagnosis was the Oil cooler,which is inside engine.$1300 repair.Gold extended warranty denied.Was charged $229.73 for diagnosis at my expense. Eagle Ridge GM said sorry,nothing we can do for you.Rented ****** truck and trailer,at my expense,to bring Jeep from ******** *** to Eagle Ridge GM dealership in ********* ****.They were not blaming me for continuing to drive vehicle after noticing oil leak Eagle Ridge GM did own diagnosis.Now it is the Oil pressure switch inside engine,and is responsible for the red light "low oil" warning on dash,$1500 repair.Gold extended Warranty again denied.They Sold the jeep with dangerously low oil level and faulty warning light.obviously not fully inspected 88 days sitting,it's fixed they gave me a signed work order with amount owing $531 with my signature forged on it.Pointed out forgery,they paid bill,Filed report with ********* ***.Lawyer.Oct 24/2023.Total unmitigated fiasco.

  Business Response

  Date: 17/11/2023

  Eagle Ridge GM has repaired the deficiencies that have arisen at our cost and the customer has agreed to the repairs and will pick the vehicle up once it is completed.