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:16/12/2024

  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.

  The dealership sold me a car that according to mechanics should not have passed an inspection and is a safety risk. According to three mechanics, there is a risk that the transmission falls through at the next bump in the road. It is not roadworthy. There is a make shift repair done to the vehicle using a sort of welding glue on a large cast component. I went to a dealership to avoid unexpected issues like this one. They say that it is a result of natural wear and tear, though this is clearly a faulty repair and quoted from the transmission mechanic likely "a result of the vehicles involvement in an accident". Under the British Columbia Sale of Goods Act, the vehicle should be fit for the purpose I bought it for, of merchantable quality, durable for a reasonable period of time, and as described. I told them of my intended use and the sales people encouraged me that this vehicle would do well in long distances traveling alone for work and recreation. I believed them to be a reputable dealership and trusted their expertise. Under British Columbia law the seller is not permitted to misrepresent the vehicle to the buyer. They provided me with a clean Carfax but upon further inspection there were parts swapped for those of lesser quality and a very temporary solution repair done to a major casting component of the vehicle. The car they sold me is not sound and they are not taking respinsibility for this. I have put roughly $2000 dollars worth of repairs into this vehicle, my first repair after only the third time driving it, the alternator failed. This was replaced by a **** alternator with a 2 year warranty. I have avoided driving the vehicle for my saftey and the safety of others. I would like them to pay for the cost of repairs of the transmission housing roughly equalling to $6000 or a full refund and I will return the vehicle.

  Business Response

  Date: 17/12/2024

  Dear Mr. ******************** you for allowing us the opportunity to respond to the complaint submitted by Ms. ******* *****. We prioritize transparency, customer satisfaction, and fair business practices. We appreciate the chance to address the concerns raised and clarify the details of the transaction in question.

  Ms. ***** purchased the vehicle four months ago and has driven it for over ***** kilometers since taking ownership. At the time of sale, the vehicle was thoroughly assessed and presented to her in safe, roadworthy condition. There were no issues observed or reported that would have compromised the safety or drivability of the vehicle. At the time of sale, the vehicle's condition was consistent with a pre-owned vehicle of its age and mileage, and it was ready for regular use. Ms. ***** test-drove the vehicle, reviewed the documentation provided (including the Carfax report), and expressed satisfaction before completing the purchase. The purchase agreement, signed and acknowledged by Ms. ****** clearly outlines that:

  1) No warranty is implied or expressed by the dealer.

  2) The purchaser accepts responsibility of all future repairs to the vehicle.

  This is a standard clause in pre-owned vehicle sales and serves to ensure a clear understanding of ownership responsibilities.

  In addition, Ms. ***** received a significant discount of $5,000 off the vehicles original asking price. At the time of purchase, Ms. ***** was offered the option to purchase an extended warranty, but she chose to decline this option due to budget constraints. This decision was entirely voluntary on her part, and she acknowledged that by not purchasing the warranty, she would assume responsibility for any future repairs. 

  In response to her concerns, we directed Ms. ***** to a trusted transmission specialist with whom we have worked for many years. We trust their expertise and have found them to offer dealer pricing and high-quality service at reasonable rates. In an effort to accommodate Ms. ****** we also offered to pay a small portion of the repair costs. While this is not an obligation on our part, we believed it to be a considerate gesture to assist her in resolving the matter. However, Ms. ***** declined this offer twice and insists that we pay her own mechanic the total amount of the repair costs.

  We have been in this business for 15 years and have resolved complaints amicably, should they arise. Our customers are consistently happy with their purchases, and many return to buy additional vans from us. Unfortunately, in this instance, Ms. ***** is giving us a hard time and seems to be taking advantage of us. 

  Thank you for your time and consideration in this matter. We hope that this response provides clarity.

  Sincerely,

  King Ride Auto