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:19/12/2022

  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.

  BUYER BEWARE - IF YOU ARE PURCHASING A CAR PLEASE TAKE TO YOUR OWN MECHANIC!! MY ADVICE IS CHOOSE A CAR SOMEWHERE ELSE!!
  Purchased a ** check engine light was on, CD said no problem take it to a shop in your town and we will get it fixed. Drove it home and took it into the shop, it needed a repair to the air intake. CD refused to fix it and refused to give me my old car back. They said the car would go to auction (it is now for sale on their website again) They took the car back, I had to pick another car which I was not happy with and was out of a car for weeks waiting. The new car has a slit in the air bag and didn’t have a backup cam or blue tooth. I took the car to get winter tires on and it was found the rear shock should not have been allowed on the road, they were leaking and needed to be replaced. Also the timing chain was fully deployed (same as the other car we purchased). The car was unsafe to drive. CD refused to take the car back but after arguments did the repairs.
  
  At the same time as we bought the ** we also bought a **, the day after getting it home the headlight went out. CD agreed to pay for it and we took the car in a week later (when the garage had time to fix it) When they went to fix the headlight they found the timing chain was fully deployed. After arguments CD did fix this. In under 2 months (we didn’t even drive the car this entire time because it was in the shop so often) the transmission is having issues in the car. CD refuses to do anything, we even offered to trade the car back in and pick something else. They offered us $7000 for a car we purchased 2 months ago for $19000 and have drove 900km and has had $4000 worth of work into it.
  
  After purchasing the 2 cars we are out over 10k and were out of cars for a month between all of the repairs.
  
  Canada drives doesn’t check cars over before selling and are selling cars with major issues

  Business Response

  Date: 27/12/2022

  Hi Shannon, 
  
  Thank you for bringing your concerns to us, we are sorry to hear your experience was anything less than positive. We looked into your application and concerns with our customer relations team and reviewed the communication we have on file. As per our reporting, you purchased a 2014 **** ** from us on October 6th, 2022. Shortly after this, you expressed you were not happy with your vehicle due to the mechanical condition and after further communication with our team, the best option was to exchange your unit for the 2013 **** **.
  
  After receiving the 2013 **** ** on October 19th, 2022, you contacted our team about concerns relating to the rear shock and timing chain on the vehicle. Our team worked diligently to rectify your concerns and our 30-Day Canada Drives Limited warranty covered the cost of the repairs. After the repairs were completed on your unit, we did not receive any further concerns or reported issues about your vehicle.  The 2013 **** ** was not advertised with a backup camera however the ********* function on your vehicle did pass our preliminary inspections completed prior to your delivery. There was a small rip in the upholstery near the airbag that was disclosed in our advertisement for your convenience, I spoke with our customer relations team who informed me that this small cosmetic concern on your dash does not affect the safety or integrity of the airbag.
  
  In regards to the 2013 **** ** purchased on October 6th, 2022, after the delivery it was noted to our team that one of the front bulbs required replacement. Once alerted, our team worked quickly to get a new light bulb ordered and installed at one of our partnered shops for your convenience. Canada Drives also covered the cost of a new timing chain under our 30-day Canada Drives limited warranty policy. As for the current concerns you listed regarding the 2013 **** **, this vehicle was purchased in early October and at this time, unfortunately, the 30-day limited warranty policy has expired. 
  
  When you contacted our team about selling your current vehicle, our purchasing team priced your vehicle in the current market and valued the vehicle based on many factors including location, Blackbook value, condition, and market demand. We apologize for any inconvenience this may have caused you, unfortunately at this time you are no longer within our 7-day/500 Km (whichever is first) return or exchange period, and we are not able to offer a return. I have attached our warranty and our return policy for your convenience. If you have any further questions or concerns please feel free to reach out to us directly. 
  
  Thank you,

  Ammera - Customer Experience Manager

  [email protected]

• Initial Complaint

  Date:09/12/2022

  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.

  So on 11/10/2022 (Nov 10), I financed a vehicle from canada drives for 18,500.
  Upon my first couple days I noticed a pull while driving, and the sunroof was leaking badly. So I told them and booked it into the shop that they chose.
  The shop took pictures and made an entire profile showing that the wheel bearing was toast, the sway link bars were finished, and the sunroof seal was rotted. They quoted canada drives, even offered discounts, and canada drives refused to pay for the repairs even though the vehicles under warranty.
  Now they either want me to pick a newer more expensive car with a different lender, with less options, and have me pay 5000 more for it, or my second option, they found another journey with the same lender, but want me to put an additional 1050 down, when it's the same price. And I already paid payments to them, and they cant tell me what's going to happen with those either. I told them that's not okay and they are giving me run arounds avoiding doing anything.
  I've missed days of work, and my children's appointments due to not having a safe vehicle.

  Business Response

  Date: 13/12/2022

  Hi ****,

  Thank you for bringing your concerns to us. We are sorry to hear your experience was anything less than positive and we would like the opportunity to address your concerns. We had our team review and assess your file and communication with us.

  You recently spoke with our customer relations team about your concerns, we have offered to allow you to return your vehicle as the exchange vehicle you requested was not yet available for purchase. When you initially brought your concerns to our team's attention, we advised you to visit our partnered shop to look into your concerns further. On December 1st, our team was informed by the mechanic shop that additional work was required on your vehicle, this required work is listed as 'wear and tear items' that our 30-Day limited warranty does not cover, so our team offered for you to do an exchange to get you back on the road as soon as possible. Unfortunately, the vehicle you selected for an exchange is advertised as a "coming soon" unit, this means the vehicle has not passed our preliminary stages and is not yet ready for sale. This process can take upwards of a few weeks depending on what stage the vehicle is in; with this in mind, our team offered for you to return the vehicle for a refund as you stated you needed a vehicle as soon as possible. Our team has also waived the return pick-up fee for your convenience.

  Rest assured any payments you have already made to your lender will be reimbursed to you by the lender after the return is completed. Please let us know how you would like to proceed and feel free to reach out to us directly if you have any further questions or concerns.

  Thank you,
  Ammera - Customer Experience Manager
  [email protected]

  Customer Answer

  Date: 14/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  You sold me a vehicle saying it was safe and certified, when it was not. You sold me a warranty 
  
  Which should have covered it all, but you have not honored your warranty. The only exchange offer

  You offered was going to make me either pay 1050 upfront, or get a base model vehicle for over 5k more 

  Than what I paid for my current vehicle. Then, once you find out there's an mto inspector coming you

  Say I can just "give the vehicle back". But I've made payments on this vehicle, and I've been suffering now

  Because of this for a month, so your not just getting off like that. You cannot just have the vehicle back,

  It does not work like that. You broke the law and violated our contract agreement. 

  
  

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

  Business Response

  Date: 22/12/2022

  Hi ****,
  
  Thank you for your response, our team is working diligently to rectify this situation for you. Your exchange unit is currently undergoing the final steps in our inspection process to get it ready for delivery. Our team will be in contact with you once the vehicle has passed all of the required inspections to get your delivery and exchange set up and confirm the finance details with you. As I mentioned previously, all payments you have previously made on your current vehicle will be reimbursed to you by the lender. We looked into your vehicle purchase with us and it appears you did not purchase any additional extended warranties with us, all Canada Drives vehicles come with our no-charge 30-day/1,500 km (whichever is reached first) limited warranty. I have attached our limited warranty policy for your convenience. If you would like to purchase an additional extended warranty for your exchange unit, please alert our team and we would be happy to review your options with you.
  
  We apologize for any inconvenience this may have caused, and we appreciate your patience on this matter. If you have any additional questions or concerns please feel free to reach out to our customer relations team and they will be happy to assist you.
  
  Thank you,
  Ammera

• Initial Complaint

  Date:06/12/2022

  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.

  Purchased a 2014 *** 3 series from Canada Drives a week ago, with a full 5 year extended warranty. Instantly started seeing error messages on the dash related to a battery discharge issue, and half the time we'd start the car we'd be greeted with an error message re: the electronic power steering being unavailable, and to drive carefully to a service center. We called Canada drives expecting this to be an easy resolution but boy were we wrong. Apparently because we mentioned "battery", nothing is going to be covered under the $3000 additional extended warranty we purchased, nor under their standard 30 day warranty. They told us they can send us a list of service centers, but then we would be on the hook for the repairs. What's the point of the extended warranty? Barring that, what's with Canada drives selling ******* ****** with dead batteries? The whole situation reals of ********** and has left a terrible taste in our mouths. We bought this car and warranty because we didn't want to have to deal with car issues.... Now not even a week after purchase we're being told "tough luck" after Canada Drives sold us a car with a dead battery. Even the scummiest of dealerships would take care of this issue, but apparently not Canada drives....

  Business Response

  Date: 07/12/2022

  Hi *********
  
  Thank you for bringing your concerns to us, we are sorry to hear your experience was anything less than positive. Our team spoke with your husband yesterday morning and we were able to resolve the concerns you listed. We appreciate your patience and cooperation in resolving this matter, if you have any further questions please feel free to reach out to me directly.
  
  Thank you,
  Ammera - Customer Experience Manager
  ********************

• Initial Complaint

  Date:06/12/2022

  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.

  October 28, 2022
  $12,900 plus taxes and fees
  A safety certified vehicle in great working condition
  
  Safety Critical issue with the vehicle stalling when trying to accelerate
  
  When tried to contact Canada Drives they keep saying they have a strict 30 days warranty and cannot help despite this issue occurring for the last two weeks which would have been within the 30 days. This is also a safety critical situation and should have been addressed. This car should of never been sold seeing as when you look this issue up[ online there are various scenarios with the same problem which stems from the transmission.

  Business Response

  Date: 13/12/2022

  Hi *****,

  
  Thank you for bringing your concerns to us, we are sorry to hear your experience was anything less than positive. We looked into your application and concerns with our customer relations team, our team previously requested a diagnostics report on December 5th, 2022 in order to review your mechanical concerns. We require a diagnostics report from a certified mechanic shop so we can further review the findings with our management panel. You informed us that your appointment date is set for Thursday, December 15th at ****** ************ and that you will be sending us the diagnostics report after it has been completed. Once this is received, our team will review the reports and our warranty policy to see how we can assist you and the potential next steps in resolving this matter.

  
  If you have any further questions please feel free to reach out to us directly.

  
  Thank you,
  Ammera - Customer Experience Manager
  [email protected]

  Customer Answer

  Date: 16/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  complied went to *** ************ and provided description of safety critical transmission clutch slipping and all related docs as requested  

   

  Canada drives is refusing to rectify this situation by fixing the transmission clutch that has been failing according to the mechanic that Canada drives referred me to this a safety critical concern and needs to be addressed. The cost of repair and labour is well over $5000 and Canada drives is refusing to repair this because I never used the correct lingo, past their warranty period by 6 days and the kilometres are over 1200 but at the time of signing the signing rep said the mileage is only crucial when it comes to complete refunds and even on the check in call I mentioned the jerking issued and referred it back to what the sales rep said to me about it being a sport feature  

  
  
  
  Sincerely,
  
  
  
  ***** Le

  Business Response

  Date: 23/12/2022

  Hi *****, 
  
  Thank you for your response. We had our team review your calls for quality assurance, and unfortunately, the only concern you addressed on the post-delivery follow-up call completed by our team on October 29th, 2022 was the stiff suspension in your vehicle. In your call, you mentioned upon driving over speedbumps or potholes the suspension was very stiff and that you would feel the bumps quite intensely. At this time our agent stated that the ******* ******** is more of a sports-style car compared to a ******* *******, and stated that most likely the suspension was tuned to be stiffer due to its sport-style. Our agent then discussed your options moving forward and advised you to drive the vehicle further to see if you experienced any issues with the suspension while driving. Our agent also informed you that our vehicles come with a 7-day or 500km (whichever is reached first) return or exchange period, as well as the 30-day or 1500km (whichever is reached first), Canada Drives Limited warranty. Our agent mentioned that if you were still experiencing these issues within a few days or you felt uncomfortable with the suspension, we could have your vehicle booked into one of our partnered shops to get a diagnosis completed.  The next time you contacted our customer relations team about further concerns was December 5th, 2022 and before this time there was no further communication to us about suspension or transmission stalling concerns. 
  
  When you contacted our customer relations team in December regarding your vehicle's stalling concerns, our team advised you to get a diagnosis completed at one of our partnered shops so we can further look into the issues you were experiencing. After our team reviewed the diagnostics report, unfortunately, you were outside of our warranty period of 30 days and your vehicle had been driven more than 1500 km. At the time of your delivery, the odometer on your vehicle listed on the Bill of Sale was 96,713km, when you completed the inspection on your vehicle at ****** ************ the odometer reading recorded by the shop was 103,802 km. After review, our team did not find any record of the clutch/transmission concern being brought up to us within your 30 day / 1500 km (whichever comes first) warranty coverage period, and coverage for the repair was declined. We apologize for any inconvenience this may have caused you. I have attached our warranty policy for your convenience. 
  
  If you have any further questions please feel free to reach out to us directly.
  
  Thank you,
  Ammera - Customer Experience Manager
  [email protected]

• Initial Complaint

  Date:17/11/2022

  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.

  I filled out the online application with Canada Drives to sell my car on November 11, 2022. I received an offer online right away for $27,868. I accepted the offer online and waited to hear back from someone as I was informed via email that I should expect to hear from the Canada Drives team within 24 hours.
  On Sunday November 12, I had yet to hear back from a rep. I called Canada Drives and was put through to voicemail for the purchasing department. I waited another day and didn't hear back, so I called again. I was told that the person who is managing my file was not working that day, and that they'd make my case a priority for the next day.
  I didn't hear back, yet again, so I called again at the end of that next day and finally was able to speak with someone about my offer, and next steps in the selling process. After 2 more days of sending information and pictures of my vehicle tire tread, I was still not informed when my car would be picked up or details to confirm the sale.
  On November 17th I initiated contact yet again with my representative John D******, and he informed me that they do not need my year/make/model and to apply again in the spring. This is after receiving 4 emails throughout this week from Canada Drives encouraging me to accept the offer they originally gave me.
  I've turned down multiple offers from people locally who want to purchase my car as I was waiting for Canada Drives to proceed with the offer they've given me. I believe that Canada Drives operates on false advertising, and that the emails they sent were unacceptable if they were not planning on buying my vehicle.

  Business Response

  Date: 24/11/2022

  Hi ******
  
  Thank you for bringing your concerns to us, we are sorry to hear your experience was anything less than positive. Our purchasing team has been in contact with you, and we confirmed your vehicle has been picked up and the purchase has been completed. We are currently in the process of paying off your vehicle's lien and the complaint has been resolved. We appreciate your patience and cooperation in resolving this concern, if you have any further questions please feel free to reach out to me directly.
  
  Thank you,
  Ammera - Customer Experience
  ********************

  Customer Answer

  Date: 27/11/2022

   
  
  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. I appreciate Canada Drives attention to detail in this matter, and I can confirm that they did reach out to me a few hours after I wrote this complaint to resolve my issue and honour the offer that they had originally sent me. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:07/11/2022

  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.

  On October 6, 2022 I bought an **** **** at Canada Drives and was delivered to my house. We are excited as the whole process was seamless and everything was done online. I test drove it and the A/C was not working. The driver also confirmed that it is not working. The customer support with initial of A. facilitate an exchange or repair which I found that it was a really a best customer service I received. So we drove the **** for a couple of days to see if the A/C will work and unfortunately it did not.
  So I called A. and advised that we are just going to exchange it. He advised me that the inventory that I am only allowed is in Alberta. I was hoping to get a different vehicle that we like but it is base out of BC. So I was a little bit frustrated because of the limited inventory that I had.
  Since we wanted to have a used reliable car we chose the *** ** ****. So we picked up the *** at the location. We are happy of the performance of the vehicle but something is not right again. We experience numerous safety issues* ** ****** ** ********** * *** ***** *** ******** * **** This is the time when the customer support A. gave me a hard time. He told me that I was lying and told me to send it to their approved mechanic.
  At this point we are frustrated and a lot of time is being taken away because of this. So we dropped it off to the mechanic and sure enough they found a safety concern with the vehicle.
  We then again looked for another one and we fell in love with the **** ******** ***. We picked it up at the location and when I was driving it for 15minitues on the way home. I heard a loud sound coming off the A/C and numerous issues. * *** **** *** ***** ******* ** **********.
  I called A. and advised me to bring it to the same dealership to check it out. Our time was wasted again because of this as this is our 3rd vehicle with numerous issues. The dealership was not approved to diagnose the concerns that I had. The customer support A. was so rude and I felt like I was

  Business Response

  Date: 15/11/2022

  Hi ******,
  
  Thank you for bringing your concerns to us, we are sorry to hear your experience was anything less than positive. Our customer relations team has been in contact with you, and we have confirmed your vehicle has been returned and this complaint is resolved. We appreciate your patience and cooperation in resolving this concern. If you have any further questions, please feel free to reach out to me directly.
  
  Thank you,
  Ammera - Customer Experience
  ********************

  Customer Answer

  Date: 22/11/2022

  
  
  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:18/08/2022

  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.

  The deal was cancelled and the driver took off with my signed ownership and i have not gotten it back. They dont answer the phones and my signed ownership is in their hands

  Customer Answer

  Date: 19/08/2022

  Delivery. They ***** my signed ownership after the deal fell through because they caused damage to my vehicle then tried to say it was existing after they inspected it and test drove it. I have not been able to get my ownership back. 

   

  I want my ownership back delivered to me immediately. 

  Business Response

  Date: 26/08/2022

  Hi *****,

  Thank you for bringing your concerns to us. We are sorry to hear your experience was anything less than positive and we would like the opportunity to address your concerns. You have recently been in contact with one of our purchasing managers regarding your ownership documents and continuing with the sale of your vehicle. We have offered to buy your vehicle at the price of $22,658.00 and we are currently waiting on your confirmation to proceed with scheduling the pick-up. We have also confirmed we do not require any further test drives or mechanical inspections and the price of $22,658.00 is final, our team is aware of the check engine light that is currently on in your vehicle and the price will not be adjusted based on this condition. We understand your frustration and apologize for any inconvenience this may have caused you. We would like the opportunity to work with you further and complete the transaction in selling your 2016 ******** *** VIN: *****************. Please feel free to reach out to me or our team directly if you have any further questions or concerns. We look forward to continuing to work with you and we appreciate your communication on this matter.

  Thank you,
  Ammera - Customer Experience Manager
  [email protected]

• Initial Complaint

  Date:05/08/2022

  Type:Billing 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.

  We sold our 2015 ***** *** to Canada Drives on July 13, 2022. The deal was that the company would pay off our existing loan, within a couple of days, and the balance would be deposited within our account within a few hours. The balance, of about $2500, was deposited the same day. However, it is August 4th, and our loan has yet to be paid off. Another payment we weren't expecting has come out in the meantime. When I called Canada Drive, they said it can take up to 10 days. It has been a lot longer than 10 days and the bank has absolutely no record of any payment related to our loan. I called Canada Drives again today, was told again that it could take up to 10 days, even though I told the guy it had been 3 weeks. Then the guy said that payment had been made, but it could take a bit to show up. However, I had just been to the bank, and it still had no information regarding this. The car is still on their website, ***** ***** ** ** ******* **** ****** ****** ** ******** *** ******* ***** *** *** *** ***** *** **** *** *** *** **** ** ***** We don't want any more apologies for the inconvenience. This is more than an inconvenience.

  Business Response

  Date: 12/08/2022

  Hi ****** 
  
  Thank you for bringing your concerns to us. We are sorry to hear your experience was anything less than positive and we would like the opportunity to address your concerns. We investigated your concerns and looked into your lien payout with our accounting and purchasing team managers. Our team has been in contact with you recently about your concerns and it has been our priority to get this taken care of as quickly as possible. The amount owing to *** totaling the remaining loan amount was sent by our accounting team however, there was an issue with *** receiving the funds on their end and this caused a delay in the closing of your account. We have re-sent the loan amount owing to *** and it has been deposited into their account, I have attached a copy of the lien release from *** below stating they will be removing the lien off of the vehicle and they have no further interest on the 2015 ***** *** **** *****************. We understand your frustration on this matter and we apologize for any inconvenience this may have caused you. Any amounts that were overpaid on the loan will be reimbursed to you by ***. If you have any further questions or concerns please do not hesitate to contact me directly. 
  
  Thank you,
  Ammera - Customer Experience Manager
  ******************** 

• Initial Complaint

  Date:02/08/2022

  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.

  I financed a vehicle *** 2014 x28i from Canada Drives. When I received the vehicle the leather on the seat was torn, had a burning smell, car makes a loud noise, the software of the vehicle was recalled, also too much heat coming from the front while AC is on, while driving on highway and press the brakes the car sways. I also advised their customer service managers of these issues via phone and email. They are no willing to take the car back or fix the issues. I’ve only had the car for 7days. They want me to pay 500$ to exchange it, and also offered only 100$ gas gift card for the issues I’m experiencing. I ask to speak to other people in the company to see if someone else can assist and they just pass the phone around to the same people. I’m currently stuck with this car and they aren’t willing to resolve the issues. This is by far the worst company that I’ve ever had to deal with.

  Business Response

  Date: 09/08/2022

  Hi *******
  
  Thank you for bringing your concerns to us. We are sorry to hear your experience was anything less than positive and we would like the opportunity to address your concerns. We had our team review and assess your file and all communications. You have recently spoken with our customer relations team and we have offered to let you exchange your vehicle without the $500 kilometer overage penalty, this penalty was added to your exchange because you have put over 500 km on your vehicle since the purchase. Our current exchange process requires the exchange to take place within 7 days from your purchase date and the vehicle must not have been driven for more than 500 kilometers. We have made an exception and have waived the fee so you can move forward with the exchange. Our team is working diligently to address your concerns and we have offered to do an exchange on your current unit without the penalty. If you have any further questions or concerns please feel free to reach out to our team directly. 
  
  Thank you, 
  Ammera - Customer Experience Manager
  ********************

  Customer Answer

  Date: 10/08/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have received $200.00 for the the tear in the leather seat which is nothing compared to what I’m going to have to pay to fix it. The cars that was sent in the link to exchange were all bad with damages and not much of a selection to choose from. I have asked to have the other problems with my vehicle fixed and to this date it’s not fixed. Now I’m over 1500 kms. I have to work everyday and I’ve been asking your company to help. This is one of the worst experiences that I’ve ever had especially for a first car. I definitely won’t be returning to do any business at all. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 18/08/2022

  Hi *******
  
  Thank you for bringing your concerns to us. Canada Drives sent you $200 via e-transfer for the imperfection in your leather seat to get the seat repaired. Our team reviewed the rip in the leather seat and we felt that this was a fair offer to get the repair completed. The $200 has already been sent to you for the repair costs of your seat and you have deposited this amount. We also offered you the option to exchange your vehicle previously even though you were over the kilometer requirement to exchange your vehicle, we offered you an exchange with no kilometer overage penalty charge. Ultimately you agreed to keep your vehicle, take $200 for the seat repair and our team would look into your other concerns further.  We would like the opportunity to address your other concerns and we have reached out to you to collect more information about these concerns. We sent you information on our partner shop located near you and our customer retention team has been trying to reach you about the issues you have been experiencing with your vehicle. We have been unsuccessful in getting ahold of you to resolve your concerns, please reach out to us at +1 888-877-2898 and ask to speak with the retention team, we would like to assist you in getting your concerns resolved. If you have any further questions or concerns please feel free to reach out to our team directly.
  
  Thank you,
  Ammera - Customer Experience Manager
  ********************