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:19/12/2024

  Type:Service or Repair 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 recently bought a used vehicle from a car lot in Langley, **. It's a 2019 ***** Colorado. I have wanted one of these trucks for years.I spent $50k on the used truck in November. 2 weeks later I found out it has a blown head gasket and blown rear differential with repair costs over $12k.The dealership refuses to take responsibility but they want to sell me a warranty after the fact. They want me to lie to the warranty company and wait 3 months to get the repairs done since the warranty doesn't cover pre existing issues. I have phone recordings of them asking me to commit fraud to remedy the situation.These guys are a scam. I found out that what they do is buy broken vehicles at auctions, paper over the issues, and sell the vehicles at market rate as if they are in perfect condition. Then they push the repairs onto the warranty company. This is their business.I want to return the truck for a full refund.

  

  Business Response

  Date: 16/01/2025

  We are writing in response to complaint of Mr. **** with reference number#******** regarding his purchase of 2019 Colorado with VIN#*****************.

  The attached file consist of the signed bill of sale, Carfax and inspection.

  On December 20th, the customer reached out to us with his quote from ****** **. We offered to shop around to get him a better deal for the work. Two days after (December 23rd), we reached out to the customer letting him know that we are still waiting for a quote from ******* **. At this time, the customer is about to head out of town on holidays. Our ****************** was closed from December 24th until December 30th.

  On December 30th, we provided a quote from *******************, which was the best price for repair we found and in addition, we also offer him $2,000 as a goodwill and to at least help him cover the portion of the repair.

  On January 9th, after the dealer principal, *****, came back (since he was out of town during holidays), we offer him additional $1,000 as a goodwill.

  We have tried to help him out but he is being unrealistic with his expectations. At the point of purchase, we recommend to purchase an extended warranty due to the inherent risks of buying used vehicles. However, he decline the extended warranty at the point of purchase (Please see the signed bill of sale) and said he was willing to ******. We provided the Carfax for him to see the history of the vehicle and given him the opportunity to have vehicle safety inspected before purchase.

  At this point, our offer of $3,000 as goodwill still stands to help him in getting his repairs and as a resolution in this matter.

   

  Customer Answer

  Date: 17/01/2025

   
  Complaint: 22707229
  
  I am rejecting this response because:
  
  The dealership knowingly failed to disclose significant mechanical issues with the vehicle I purchased, resulting in repair costs exceeding $10,000. This was not a cheap, old vehicle sold "as is"I paid over $50,000 for this truck.
  
  ***** **********************, the owner of the dealership, offered me $3,000 toward the repairs after over a month of asking him to address the problems. This amount is grossly insufficient to cover the full extent of the necessary repairs. Furthermore, he suggested that I purchase an extended warranty after the sale and wait three months to file a claim, knowing that the warranty would not cover pre-existing issues. This demonstrates a clear attempt to involve me in defrauding the warranty company. I have phone recordings and text messages from Mr. ********************** and one of the dealerships salespeople that support this claim.
  
  Even if I had purchased the extended warranty, it would not have covered the pre-existing issues that were knowingly concealed at the time of sale. When I confronted ***** ********************** about these matters, he attempted to shift the blame onto me, stating it was my fault for not obtaining a third-party inspection. He even said, "Risk versus reward."
  
  They should have taken the truck back and returned my money.  That's what an honest business would do.
  
  It has become evident that this dealership is engaged in a dishonest scheme: knowingly purchasing damaged vehicles, selling them at full price without disclosing the issues, and attempting to exploit warranty companies to cover the resulting repair costs.
  
  This behavior is not only unethical but also fraudulent. I urge the Better Business Bureau to investigate these practices and hold this dealership accountable for their misconduct. I am prepared to provide substantial evidence, including recorded phone calls and text messages, to support my claims.
  
  I look forward to your prompt response and a resolution to this matter.
  
  Sincerely,
  
  ******** ****

  

  Business Response

  Date: 20/01/2025

  Dear Mr. ************** per our last response, there is a signed bill of sale, Carfax and inspection that confirms disclosure of pertinent information about the vehicle. It is properly provided to you and recognized by you through your signatures and initials. 

  As such, there is no substantiation for the allegation of failing to disclose significant mechanical issues. 

  Further, attached is the service estimate from a third party ******** *********) which was the best price for repair we found compared to the one you received from ****** **. It is amounting to $4,300 as opposed to the quote you received from ****** ** which is exorbitantly and unrealistically high (exceeding $10,000).

  As a gesture of goodwill, we are willing to provide $3,300 to assist you in covering portion of the costs.

  We hope that in this way, we can mutually resolve the matter and move on.

  Thank you and looking forward to your favorable response.

   

  Best Regards,

  Norman Motor Group

  Customer Answer

  Date: 24/01/2025

   
  Complaint: 22707229
  
  I am rejecting this response because:
  
  I just got the truck back from ****** **. The cost of the repairs was $13,229.20. This comes after spending over $50,000 on the truck in November from Norman.
  
  The salesman led me to believe that this truck did not have any of these issues. The inspection report from Norman showed that they checked every part of the truck, including the specific areas that had to be repaired at ******. I have statements from two different professional mechanics that clearly state these issues existed prior to my purchase from Norman.  The issues were apparent to me within a week of purchase.
  
  How can Norman explain this? They either have the worst mechanics on the planet, or the inspection was fraudulent. They even performed a coolant flush and a fluid change on the differentialthe exact areas that needed to be repaired.
  
  Norman isn't fooling anyone with this "gesture of goodwill." They made a significant profit on this truck and attempted to get me to defraud the warranty company to cover the repairs. I have already paid $13,229.20 to get the truck back to an operational statethe condition I was led to believe I was purchasing.
  
  While I did sign the bill of sale, I was led to believe this truck was fit for purpose, which it clearly was not.
  
  I expect Norman to cover a much more significant portion of these repairs.
  
  Regards,
  ********
  
  Sincerely,
  
  ******** ****

  

  Business Response

  Date: 27/01/2025

  Dear Mr. ************** have provided you a reasonable offer to resolve this matter and would provide you our last offer of $3,500 as a gesture of goodwill.

  In case of rejection, this offer would be off the table.

  Thank you.

   

  Sincerely yours,

  Norman Motor Group

  Customer Answer

  Date: 27/01/2025

   
  Complaint: 22707229
  
  I am writing to formally reject the offer from Norman Motor Group. The $3,500 "gesture of goodwill" does not come close to covering the actual repair costs of $13,229.20 that I have already incurred, nor does it address the fraudulent and unethical practices I have experienced.
  
  This situation is not about goodwill. It is about accountability. Norman Motor Group sold me a vehicle with undisclosed, significant mechanical issues. They either failed to properly inspect the vehicle or deliberately misrepresented its condition. I also have evidence of their attempt to involve me in defrauding a warranty company, which is completely unacceptable and further erodes their credibility.
  
  I reiterate my position: Norman Motor Group should take full responsibility for these costs. Their current offer is insufficient and dismissive of the financial and emotional burden this has caused.
  
  Please let me know how to proceed further to ensure that this matter is properly resolved.
  
  Sincerely,
  ******** ****
  

• Initial Complaint

  Date:30/05/2024

  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.

  Our hased a vehicle and have had 5 check engine lights, 5 missed days of work, a cracked and leaky oil pan which resulted in 3 weeks of lost business time using the vehicle for my commercial and residential construction business. This was a 3300$ fix covered only by the extended warranty I purchased.I have out less than 3000 kms on the vehicle and it has been an absolute nightmare Contacted many times the owner of Norman Auto his name is ***** and he wasn't willing to do anything except me return the vehicle to ********* at my expense to fix what should have been right in the first place. Extremely u happy with this purchase and I want them to buy it back, they had tons of expectant buyers but they sold me a lemon

  

  Business Response

  Date: 10/06/2024

  June 10, 2024
  
  Better Business Serving Mainland **
  ****************************************************************************************
  
  Attention: *******************************
                       Marketplace Specialist
  
  Re: Response to Notice of Complaint ID ********
  
  
  We are writing in response to the notice of complaint with ID ******** received from your office in regard to the complaint of ************************* (the Customer) for the purchase of 2021 RAM 3500 with VIN: ***************** (the Vehicle).
  
  The vehicle was purchased by the customer on March 29, 2024. The vehicle inspection and Carfax were fully disclosed and signed by the customer as recognition. It was purchased with full factory and extended warranty that covers the vehicles mechanical issues.
  
  The customer can bring the vehicle to any Dodge repair shop to get the issues repaired. The main challenge is that the closes Dodge repair shop is at ***********************
  
  Our service manager, *****, spoke to him last Tuesday, June 4, 2024 and the customer said that the aftermarket warranty company is going to send him a cheque back for the work that was done. The oil leak repair has been done by *************************** and as of the writing of this letter, he is currently driving the truck again.
  
  As a gesture of goodwill and to assist the customer, we are willing to reimburse his logistic expense amounting to $680.00 per the attached expenses he submitted to us.
  
  
  
  Please let us know if you need more information about this matter.
  
  
  Sincerely,
  
  
  
  Norman Motor Group Management
  ****************************************************
  ************