Complaints

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• Initial Complaint

  Date:19/03/2025

  Type:Order 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 seek to terminate the contract and obtain a full refund.
  
  Details:
  1. Hidden Fees:
  The dealership added a $******** CAD "Protection Package" without my consent, presenting it as mandatory. This violates Section 58(2) of the Manitoba Consumer Protection Act.
  
  2. Language Barrier:
  With limited English, I relied on the dealership to explain the contract. The manager misled me about the total cost, falsely claiming higher taxes caused the price increase.
  
  3. Failure to Honor Cancellation:
  The contract included a 30-day cancellation policy. Despite my attempts to contact the dealership within this period, my messages were ignored or forwarded to the salesperson I complained about. When I called, staff hung up upon hearing my name.
  
  4. Breach of Good Faith:
  The dealership ignored my attempts to resolve these issues for over a year, making false promises and violating Section 6(1) of the Manitoba Consumer Protection Act.
  
  Requests:
  1. Investigate Dunn Chrysler for deceptive practices.
  2. Terminate the contract due to violations of the Manitoba Consumer Protection Act.
  3. Assist in obtaining a full refund of $***** CAD.
  
  I contacted the Manitoba Consumer Protection Office, but they declined to reopen my case. I hope BBB can help achieve a fair resolution.

  Explanation
  Regarding Handwritten Notes in the Documents:
  
  In
  the provided documents, there are handwritten notes that may appear to indicate
  an explanation or agreement regarding additional services (e.g., the "Protection
  Package" for $******** ***). However, I would like to clarify that these
  notes do not reflect any actual discussion or explanation provided to me at the
  time of signing the contract.
  
  1.
  No Explanation Given:
    
  - I was not informed about the optional nature of the "Protection
  Package" or any other additional services. These services were presented
  as mandatory, and I was not given a clear understanding of what they included
  or why they were necessary.
  
  2. 
  Awareness Only at Signing:  
    
  - I only noticed these handwritten notes when I was signing the contract. There
  was no prior discussion or explanation about these services, and I did not have
  the opportunity to review or question them before committing to the purchase.
  
  3.
  Misleading Representation:  
    
  - The handwritten notes may give the impression that I was informed and agreed
  to these services, but this is not the case. I did not consent to these
  charges, and I was not made aware of their inclusion in the total cost until
  after the fact.

  Business Response

  Date: 28/03/2025

  **** was explained everything multiple times both by our Finance Manager, and the sales person. Not only were they explained multiple times, he signed multiple pieces of paper showing the cost and what the coverages he purchased were. After explaining these coverages to him again months after he purchased the vehicle, he decided he didn't want to cancel them, but rather try to use the coverages he purchased. He is still eligible to cancel some of his coverages from Insight Insurance and receive a portion back, he can contact them directly. 

  Customer Answer

  Date: 01/04/2025

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

  **** *** ****** ** ****** ** ******* ******** Firstly, he says that he explained to me several times about all the points in the contract, which is not true. When I came to buy a car, I initially asked them for a two-year loan. They assured me that it was not profitable and that there was a special offer for me as for a new camera and offered to take out a four-year loan. At that time, I had a job offer for three years, they said that it was not a problem. They also offered me protection pkg. - $****** The seller said that it was profitable, since in case of any damage in an accident they would pay me $******** plus if the keys needed to be replaced, they would do it. I agreed. They calculated for me approximately $****** in two weeks. And they said that they needed time to draw up the contract and offered me to go home and wait for their call. And when they called and I came, the amount was already different. To my indignation, they replied that it was a tax. And when I asked the financial manager how much money in total, including interest and taxes and this protection pkg., I would have to pay them as a result of this deal. He showed me a finger in the contract for about $******, and when I asked why I saw almost $******, he replied that it was a tax and that it was mandatory to pay. Then I said that I understood that it was a tax, but "it's not my price list" and added that I would not agree even to $******, to which he said: yes, it is more than thirty thousand, but since you have already paid $********, the total amount that you will have to return is about $*********, ***** *** * ****. And I want to remind you that we did not talk about any additional services. Then when I discovered that my contract contained items that I was not informed about, I decided to contact the manager because by that time it became clear to me how badly I was treated at this dealership. When I wrote to them, the seller or financial manager contacted me, although I asked that I want to talk to the manager. And when I called them, they immediately hung up after hearing my name. And when they say "after explaining these coverages to him again a few months after purchasing the car, he decided that he did not want to cancel them - here they are speculating a little, because when I really saw that this coverage provides some guarantees, I really decided that maybe it was not so bad. But firstly, it was not the second time, but the first time, and secondly, the manager told me that this package can be canceled and return almost $ ********, to which I agreed and kindly thanked him for the information provided, but when I contacted the insurance company directly, they replied that they can return about $ ******. This upset me greatly because I paid $******** for this coverage without even knowing it, and they say that they can return several times less and this figure was at the time when I called them. I still had to send an official request and when they received it, the amount would have been even less. Of course, I could not agree to this. And then I contacted the manager again to explain the situation, but he did not answer me anymore.
  
  
  
  Sincerely,
  
  
  
  **** ********