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:02/06/2025

  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.

  March 17 we were sold a car with the promise of a 7 day return policy incase we didnt like the vehicle since we were buying it online without being able to test drive it. This car is way too small for our family and is not a stable car for the traveling we need to do. We told them on day 2 of having the car we didnt want it. That was a problem and we were unable to trade without a huge price difference because now the loaners wouldnt accept us anymore. They gave us huge problems. They also gave us a loan for approximately ***** on a ***** thousand dollar car. They promised us 6 thousand dollars cash back and 6 months insurance. Which were both flawed as they took the insurance money off the cash back with only 3 months insurance. They somehow gave **** a number that made it so I could insure the car even tho I owe ***** to icbc and now when we go to reinsure it we cant insure it without paying those first. I do not have the money to pay **** upfront to insure the car. I dont know how we were able to get it insured in the first place as we knew about the bill, and the insurance was supposed to be in my wifes name as its a car for her. They have made it clear that since the car is off the lot its not their problem anymore and will not work with us.

  Business Response

  Date: 13/06/2025

  We appreciate the opportunity to respond to this complaint and would like to clarify a number of inaccuracies in the customers statement:
  ***** Exchange Policy:
  Legacy Cars offers a 7-day exchange policy,not a return policy. The policy allows customers to exchange their vehicle for another one in our inventory within 7 days, subject to normal lending approval requirements. It does not constitute a full return or cancellation of the loan.This was explained to the customer at the time of purchase.
  Vehicle Value:
  The claim that the vehicle retails for $16,000$20,000 is incorrect. The vehicle purchased does not retail within that price range. It was accurately priced based on current market values and the customer signed all necessary disclosures and financing documents which clearly outlined the price and all financing terms.
  Insurance in Customers Name:
  The vehicle was financed and registered in the customers name. As such, per BC regulations and **** guidelines, the insurance must also be in the registered owners name. The arrangements the customer may have had with their spouse regarding who would be driving or insuring the vehicle are not within Legacy Cars control or responsibility.
  Cashback and Insurance:
  Legacy Cars agreed to provide $6,000 cashback as good will and 6 months of basic insurance coverage as part of the deal.However, at the time of delivery, the customer was unable to pay for the required 3 months of insurance upfront as is customary in these types of transactions. To facilitate delivery of the vehicle and ensure it could be driven legally, we used a portion of the cashback to cover the insurance upfront on behalf of the customer.
  The remaining balance was mailed to the customer in the form of a cheque, along with confirmation of the 6 months of basic insurance coverage as promised.
  Communication:
  The customer claims we have refused to work with them. This is not accurate. We have not received any outreach from the customer that was unanswered or ignored. We are happy to address concerns if they are communicated through the proper channels.
  Conclusion:
  We acted in good faith throughout this transaction and fulfilled all obligations outlined in the purchase agreement and discussed at the time of sale. We remain willing to assist the customer with any remaining clarifications, but we must also respectfully correct the misstatements made in the original complaint.

  Customer Answer

  Date: 13/06/2025

   
  Complaint: 23404668
  
  I am rejecting this response because:
  1. We informed the dealer on day 2 of having the car that it would not work for us, we didn't get to test drive it and we were guaranteed no problems if we wanted to switch. We tried to drive to the dealership but they were out of office that day. And they stopped communicating how they were before with waiting days till they responded. We werent expecting a refund. We tried to get into a different vehicle that was on the option list prior to the mirage. Then they told us the bi-weekly payments would change drastically and banks arent going to want to touch us anymore even though they were originally offering us very similar payments for these other vehicles. 
  

  2. We told them the insurance wouldnt be able to be in my name as I owe money to **** for an accident. They give **** a number to bypass that somehow and when we try to reinsure the car we are unable to because of the debt.  As for the basic insurance, the loaners wouldnt even allow basic insurance on their policy as the car needs coverage and when we asked their employee, the Legacy Cars delivery guy who had no idea he was even putting insurance on the car, what insurance to get he told the **** employee to put what they recommend on the car. The original deal was for them to pay the 6 months insurance and then we could come in 6 months later and trade the car for a different one.  But with the 3 months insurance only and then the rest that taken off the cash back we are unable to go and reinsure the car.

  3. When we tried to communicate with legacy cars, they told us we need to go to **** and cancel the coverage on our insurance and only have basic insurance on there and get a refund for the remaining balance, the **** employee was very confused as it needs to have coverage because of the loan, and legacy cars told the **** employee its off the lot, its not our problem 

  4. Every other dealership that *** spoken too in hopes of seeking help, have told us how shady this deal was and they dont even want to trade us a car because we would have huge negative equity and they would just make our situation worse as the car is only worth maybe 20 thousand dollars and our loan is over 40 thousand. 

   

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

  Business Response

  Date: 24/06/2025

  
  7-Day Exchange Policy:
  Legacy Cars offers a 7-day exchange policy, not a return policy. The policy allows customers to exchange their vehicle for another one in our inventory within 7 days, subject to normal lending approval requirements. It does not constitute a full return or cancellation of the loan. This was explained to the customer at the time of purchase.
  Vehicle Value:
  The claim that the vehicle retails for $16,000$20,000 is incorrect. The vehicle purchased does not retail within that price range. It was accurately priced based on current market values and the customer signed all necessary disclosures and financing documents which clearly outlined the price and all financing terms.
  Insurance in Customers Name:
  The vehicle was financed and registered in the customers name. As such, per BC regulations and **** guidelines, the insurance must also be in the registered owners name. The arrangements the customer may have had with their spouse regarding who would be driving or insuring the vehicle are not within Legacy Cars control or responsibility.
  Cashback and Insurance:
  Legacy Cars agreed to provide $6,000 cashback as good will and 6 months of basic insurance coverage as part of the deal. However, at the time of delivery,the customer was unable to pay for the required 3 months of insurance upfront as is customary in these types of transactions. To facilitate delivery of the vehicle and ensure it could be driven legally, we used a portion of the cashback to cover the insurance upfront on behalf of the customer.
  The remaining balance was mailed to the customer in the form of a cheque, along with confirmation of the 6 months of basic insurance coverage as promised.
  Communication:
  The customer claims we have refused to work with them. This is not accurate. We have not received any outreach from the customer that was unanswered or ignored. We are happy to address concerns if they are communicated through the proper channels.
  Conclusion:
  We acted in good faith throughout this transaction and fulfilled all obligations outlined in the purchase agreement and discussed at the time of sale. We remain willing to assist the customer with any remaining clarifications, but we must also respectfully correct the misstatements made in the original complaint.

  Customer Answer

  Date: 25/06/2025

   
  Complaint: 23404668
  
  I am rejecting this response because: that response was copied and pasted from their previous one. I will continue to reject that response as stated in my response previous to this.   
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:10/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 the car on the 4 of October 2022 I take to car to them because the light of the break didn't work then since November I said to the seller that the car consume all the oil and I started taking to ***************** their autoshop to check it, I visit them 5 or 6 time became they told the car was good but overtime I take it had not oil and I even need to star putting oil I have bought like ****************************************************************************************************************************** the two reports the problem was the 4 cylinder even in the car technically automotive repairs they change the spark plugs because they were completely burn. I tried every time to talk to the sellers and they promise me to have an extended guarantee but at the end they left me alone and told me that I need to go to the dealer and when I visited they told me it was my problem even since the first month I told the the ca was consuming the oil and the answer I received was that they sold lots of cars and only me returned to tell the that the car was not good. the reports of *** and the other autoshop is that the engine don't work good and the only reparations is to change the engine, and obviously is extremely expensive, and I always report the failures of the engine of my car. Legacy didn't help me at all and they never give the correct attention, even I always reported that the car engine was failing. I buy the car for my family as is completely unsafe to have the ca and don't received any support of the dealer when I told them since the beginning that the car engine was consuming all the oil, and their seller only promised me things that didn't do and at the end they told if you want a quick response go directly to legacy the seller names are ************************* and Lady both are spouses. its completely unfair that legacy didn't give the correct attention and solution of the problems with my car. I recibe a very bad treatment of legacy unrespectfull

• Initial Complaint

  Date:27/01/2023

  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 bought this vehicle at Legacy auto Dealership. On July 22/2022. After 3 weeks of having the vehicle, unfortunately I got in car crash. And I was not able to get my car back, till late September after a week driving it. I had to take it back to a mechanic shop that fixed my car during the accident. After checking my car, they notices all 4 of my tiers had wire mesh exposed and the tire were bold on the inside tire tread. In the wheel well. My car is low car so I was not paying attention to the inside part of my tiers when I bought the vehicle at the time. I only put ****km since I got in my car accident. Ive only put ****km since I bought it. These tire were ready to blow at anytime. I called the dealership and asked question And after numerous phone calls emails, text message. They have not explained themselves and refuse to take guilt and delay delay.. they did blame me for this and saying I had the vehicle for 4-5 months that it was my fault. After they kept delaying when I first email them. After talking with them in November. I requested the inspection sheet. And after noticing on the form that the car was inspected by *********** Its there sister company. At *****km and the tires were a 3/32 or 4/32 I did not know what that meant at that time. But it was a barley pass. And I bought the car at 7****km. No inspection was done i between. So the car was driving by someone at the dealership for ****km And the sale person said everything was fine. I was at the dealership for 5 hours. I didnt even notice that. I paid $47000 for this car. A lot of my hard worked money. *** **** ****** ** ************* Ive have changed 1 tire since Ive had it as I dont drive a lot. But I need your help to resolve this. ** * **** **** **** ** ****** **** **** ******* *** ***** *** **** ****** ***** **** ** ****** **** *******

  Customer Answer

  Date: 03/02/2023

   
  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.

  Hello. Legacy auto. Did respond. And resolved  the issue.

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