Complaints

This profile includes complaints for Vickar Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Vickar Automotive Group

  964 Regent Ave W Winnipeg, MB R2C 3A8

  
• 

  Vickar Automotive Group

  1501 Dugald Road Winnipeg, MB R2J 0H3

  
• 

  Vickar Automotive Group

  2000 Main Street Winnipeg, MB R2V 2B8

  
• 

  Vickar Automotive Group

  2315 Dugald Rd. Winnipeg, MB R2C 5L4

  
• 

  Vickar Automotive Group

  1424 Regent Ave W Winnipeg, MB R2C 3A8

  

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:29/04/2025

  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 was working with Vickar Ford on a potential purchase of a new F150 truck. It was proposed by my sales person to give a *** dollar refundable deposit to hold the vehicle until I made a decision. I agreed. They took my payment over the phone within 2 minutes. Ultimately I decided not to purchase the vehicle and asked for a refund of the $*** deposit. The dealership has been ignoring me, has been refusing to process my refund to the original form of payment. The manager refuses to respond to my emails. ** **** ***** ** ** ****** ******** ***** ** ** ***** ** they continue to refuse to process a refund to my credit card .

  

  Business Response

  Date: 29/04/2025

  My staff has readily tried to get ahold of the customer with no luck. 

  Customer Answer

  Date: 29/04/2025

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

  I am unable to go to the dealership. I have requested countless times for my deposit to be refunded to my credit card, by cheque mailed to me, or by etransfer.  They refuse to accommodate this . Upper management does not even respond to my emails. Vickar auto group corporate does not respond . 

  Sincerely,
  
  Jamie ****

  

  Business Response

  Date: 29/04/2025

  we will continue to call 

  Customer Answer

  Date: 29/04/2025

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

  I have requested email correspondence , phone is not practical for me . *** ****** **** ********* *** *** ******* ******* have ignored my emails, without so much as a reply. . **** **** **** ** saying I must come in to the store for a refund due to security reasons. **** ********** ** * ********** ******* ** *** * ******** ****** ******* *********** 
  
  
  
  Sincerely,
  
  
  
  Jamie ****

  

  Business Response

  Date: 29/04/2025

  i believe he has replied to an email and the deposit was refunded 

  Customer Answer

  Date: 29/04/2025

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

  The finance manager did respond to my emails. She is the only person there *** ** * ******** *** * *********** that had the courtesy and professionalism to reply to my emails. She processed the refund of my *** dollar deposit and apologized *** *** ******** ******* ** *** ********** She did what should have been done immediately many days ago, ******* ** ******** * ******** **** * ***** ** ******* *** ******* ** ****. So good job Bailey. ******** *** ******* **** ******* * *** ***** ********* *** *** ***** **** ********* ** *** ****** **** **** ** ***** ********* *** ***** ** ********* ******* ******* 
  
  
  
  Sincerely,
  
  
  
  Jamie ****

• Initial Complaint

  Date:20/03/2025

  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.

  ASP ****** PRORATED WARRANTY
  Purchased vehicle Oct 2023 - 2024 ****** ********** with extra ASP warranty - ****** Vickar Regent - Sold Vehicle to ********* March 6th, 2025 unused ASP warranty - contacted ****** Canada was told they have no documents that warranty was purchased and informed by numerous that I can cancel as the warranty will be cancelled by ****** due to it being traded in- to contact dealer - contacted GM sent in proof of purchase - few days ****** Canada had paperwork during this time some said yes prorated some said no everytime changed - days go by - numerous follow ups and will be dealt with finally get a call nope we won’t - the contract is poorly written and was yes by so many now that it’s time it’s a no - the fact is due to vehicle sold to dealer the warranty is cancelled - I am asking for pro rate no full refund as what is right - dropping off the vehicle at the new dealer ********* and picking up new vehicle finance manager looked at paperwork and said yes u deserve a refund I will call the GM - nope no deal again - tried to file complaint with Vickar auto group email not answered called another dealership for corporate relations no number or email to give another GM to call me back never did - called ****** Canada to file a complaint was given a case number and told No one will call you back - I just want what I was told by many- of course the only notes that ****** Canada has is the no not the yes refund customer - not all calls documented. Please help me if u need more names numbers documents I may have

  

  Business Response

  Date: 20/03/2025

  Hi ***,

  As previously discussed, the warranty contract does not allow for a partial refund on the ASP product you purchased.  We have had multiple conversations about this and I have tried to help directing you to ****** ASP for further explanation.  As a dealer we have determined that a refund or partial refund is not applicable in this circumstance. 

  Thank You for your understanding.

  **** ******

  Customer Answer

  Date: 21/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  The policy is poorly written and unclear. The bolded paragraph, indicating the start of a new subject, mentions a pro-rated policy, but my experience has been frustrating. I was misled for weeks by ****** Canada agents, many of whom instructed me to contact the dealer to initiate the process. Despite calling and emailing multiple times, I received conflicting responses. In my email correspondence with the dealership, I repeatedly asked why the process wasn’t moving forward, but the situation remained unresolved.
  Everyone who has reviewed the policy interprets it as pro-rated, yet ****** Canada canceled the policy as traded to the dealer, not at my request. I didn’t cancel the warranty for the new owner—****** did. Shouldn’t this be reflected in the cancelled section of the policy? As a result, the warranty until 2030 is gone, and the money I paid is lost. This isn’t the first time I’ve been misled by ******. Or dealership. Vickar ****** had to intervene on multiple occasions, and this is how I met the General Manager. At the dealership, I was even forgotten for pickup and told I needed to "know someone" to get an earlier appointment.
  Additionally, as a consumer, I’m unable to obtain a call log from ****** Canada, as they refuse to provide it. They claim many of my calls are unrecorded or inaccessible. The policy, in bold letters, clearly outlines the terms, yet ****** is using grey areas to avoid fulfilling its obligations. I’ve followed all steps, including getting written confirmation from the dealership, but the issue remains unresolved. Even another dealership confirmed the funds should be refunded. This situation, marked by poor service and miscommunication, led me to sell the vehicle.
  
  Sincerely,
  
  
  
  ********* ************

• Initial Complaint

  Date:28/02/2025

  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.

  I brought my vehicle to Vickar Community Chevrolet at Regent because the heat on my vehicle died. I paid for the diagnosis and on the same day they said that they fixed it. It was the thermostat and the coolant. I paid more than a thousand for that job. I drove my vehicle back home and was told by *** that I have to monitor if the heat will kick in. I drove the vehicle for 30 minutes on a very cold temperature (-30) and nothing happened. I called and left a message twice but no return call. I called for the third time and was able to speak with somebody and that was the time that *** returned my call. He told me to bring the vehicle back to Vickar which I did. The same day I received a call from *** and told me the real problem of my vehicle. It was the actuator and heater box and they were again charging me almost $*** I was so upset because had they diagnosed the problem the first time that I brought my vehicle, I would haven’t paid the $** in the first place and they are again charging me? I pulled out my vehicle and sent an email to the service Manager **** but nothing happened. He did not even acknowledge my email. I bought my vehicle from them and go there for everything whenever I have issues with my vehicle, from oil change, switching the tires etc.. and this is what I got. I want my money back for the payment that I made which did not fix the problem.

  

  Business Response

  Date: 03/03/2025

  HI *******, thank you for your message. we are very sorry you feel this way. we certainly would not do any work unless its is needed. your vehicle came in with no heat, and when checked, also had no coolant in the system. Because there was no coolant, the first thing we do is a pressure test to find the source of the leak. we found the source of the leak to be the water pump, in addition to this, as mentioned in your work order, the thermostat was also stuck open. these two repairs were completed, and the vehicle was returned to you to monitor (confirm if heat returns once driven). 

  when you brought the vehicle back, yes we did find another issue with the vehicle that is different from the work we did above. This issue being the Temperature door and Heater Case. The thing is, had we done the repair to the Temperature door and the Heater case on the first visit, your vehicle still would not have had any coolant in the system (as the water pump would have still been leaking, and the thermostat would have still be stuck in the open position). 

  so in order to properly fix your heat issue, there were four total items to address (Thermostat, Water pump, Temperature Door, and Heater Case), without fixing all four, or only fixing one or two of them, you still would not have had any heat in the vehicle. so there were not any unnecessary repairs done to the vehicle, your thermostat and your water pump still needed to be fixed. 

  we are certainly willing to help out with the cost of labor for the Temperature Door and the Heater Case repair. Please reach out to our General Sales Manager ***** at your earliest convenience to discuss this as our Service Manager is away on holidays.

  Thank you.

   

   

• Initial Complaint

  Date:13/11/2024

  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.

  Purchased vehicle in cash for $****** it did not go past 15,000 Kim’s and ******* dealership (warranty) stated motor needs replacing. It has been past 2 weeks no one will answer or call either emails or texts.
  
  * **** ***** **** **** ****** ******* *** *** ********* *** ***** ***** * **** ** ** ****** ***** ******* ** ****** ******. Bought this car to keep me going to drs appt with specialists. I am not a driver who abuses her vehicle ** ****** ******* ****** **** ** ** *** *** **************. * ******* * *** ***** ********* ** ** * ** ***** ******* * ********* **** ***** *** ******* ******* *** *** ***** ******* **** ** *** ****

  

  Business Response

  Date: 13/11/2024

  Hi Sharon,

  You have full warranty on your vehicle.

  Please call me at ************* or email directly at ********************** to discuss.  I tried to reach out but there was no answer.

  Thanks

  Customer Answer

  Date: 14/11/2024

   
  
  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,
  
  
  
  Sharon * *******

• Initial Complaint

  Date:15/10/2024

  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.

   * ***** ********** **** **** **** *** ********* ********** ***** * ******* ** ****** *** ***** *********** *** * **** **** ********* In April 2023, I purchased a new car from the Vickar Mitsubishi dealership ******* ** *** ****** *** ** ********. Three months later, the car began intermittently displaying the warning: "Engine Malfunction" Power Reduce – Service Now. I immediately scheduled an appointment at the dealership where I purchased the vehicle. However, when they connected the scanner, they were unable to identify the cause of the error and attempted to relate it to a function of the car's sonar system. Since then, this problem has been recurring intermittently throughout the year. Each time I have taken the car in for inspection, they have never been able to find anything. They performed a software update, checked battery-related issues, but each time I go, they fail to identify the root cause and instead try to relate it to something new. The issue is that when the car is turned off and back on, the warning code disappears from the dashboard. They asked me to bring the car in with the engine running and the code active. When the problem occurred again, I took it to the dealership and showed it to an employee named Arvin *****, but he said I needed an appointment, and they did not check the car, despite him seeing the active code. To summarize, I have been dealing with this problem for over a year without finding a solution for a brand-new car. The vehicle has currently been at the dealership for more than three weeks, and I received a call from Mr. Albert ********, stating that they have been unable to reproduce the issue and have no way to identify the cause. They are asking me to pick up the car without providing a diagnosis or solution. I contacted Mitsubishi, but they have also been unwilling to help me with this issue. I am stuck in a vicious cycle where the car presents an intermittent error, seemingly associated with engine malfunction, according to the message. However, they have been unable to diagnose it. I have spent a year of my time without receiving a solution for a car that I am currently paying off to the bank. In an attempt to help me, they proposed selling me a 2024 vehicle, using my current one as a trade-in. The discount offered was only $***, leaving me to lose the down payment and the payments I’ve already made to the bank. It is important to note that I have all of this documented in emails, including the responses I have received, videos and photos I have provided throughout the year, and Mitsubishi’s response, which essentially offers no resolution. * **** **** ***** ** **** * ********* **** ********************** *** *** ****** ******** ******* *** ** ***** **** ** *** ******** *** ****************** ********* I need your help because I feel stuck, and the only path they are offering me is to continue driving a car with malfunction warnings that appear randomly, ******* ** ****** *** ** ******** ****** ** ****, as there is no clear diagnosis of the problem. ** * ********* * **** ** ****** *** ***** ********* ** * **** **** **** * ********* ******** * **** ******* ** **** ********* ***** ******* ******** ********* ******* ******

  

  Business Response

  Date: 31/10/2024

  Hello, 

  we have escalated this problem to Mitsubishi.. yes there are pics and videos of when this happens, we had the car here for 3 weeks during which we drove it several times to get it to duplicate the problem but it didnt.. during this time the customer had a loaner vehicle from us. 

  we did offer to take it in on trade and put him in a new one discounting it to make sure that the customer doesnt loose out on any money. They would just have to restart the loan from scratch and thats not a solution the customer wanted. unfortunately our hands our tied if we cant get it to duplicate the problem. And Mitsubishi Techline can only assist if there is a error code that comes on when the problem is there. 

   

  Thank you 

   

• Initial Complaint

  Date:06/08/2024

  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.

  I went for an oil change June 1, 2024. They had an advertised 'express oil change special' for $***** at the time, I confirmed this is what I want when I dropped off my truck. When I picked up my truck the total bill was $******... I understand there would have been a slight upcharge since it was a truck but that is just *******  The girl offered no resolution basically 'that's the total'. I usually take it to the other Chevrolet dealership in winnipeg and I have never been charged over $***, especially when it was on special. I tried calling numerous times to discuss the charges and nobody ever returned my phone call. When I called 'anonymously' to ask how much it would be for my exact truck, I was told $***** plus tax on the phone-which is what I ALWAYS pay and that is reasonable. This is the rough cost anywhere else in the city. I want to know why I was overcharged for this 'special'-* ******* ****** ********* ** ***** ** **** ******** *** ***** Online the ad also said they provided a courtesy shuttle- I was told they don't on weekends(Nowhere does it say this on the ad, it was one of the reasons I chose this location ***** ** ******** *** ******* ** ***** *** * **** **** *** ****** ** *** ******
  The ad also said '30 minute oil change' my vehicle was there for two hours.
  
  ** **** ** **** **** ****** ****** **** ** ** ** ********* *** ******* **** ** *** ****** **** *** ****  Absolutely unacceptable and i want a resolution to this issue. * **** *** ** ***** ********* ** *** * **** *** *** ** *** ******

  

  Business Response

  Date: 07/08/2024

  Hi Celine,

  Thank you for taking the time to express your concerns with us; we take them all very seriously. After carefully reading your complaint, we feel there are several things that require clarification.

  Our Express oil change ad your speaking of states " Starting at $***** ", as this is the starting price for our basic oil changes. The prices increase based off the size of the vehicle/engine, as they will require more oil which naturally increases the price point. Your particular vehicle requires 8 liters of oil, which is our highest priced gas engine oil change package menu priced @ $****** full synthetic. You were not over-charged ** ***** ********* ** ** *** ***. Truck oil changes start @ $***** (6 liters of oil) & increase to $****** (8 liters of oil), this should be confirmed by any staff member upon calling the Dealership for pricing. ***** ******** *** ******* *** ****** ** ** **** ******** *** **** ******* 

  As far as the 2-hour period of time it took to complete your oil change; we do apologize for that. As our express lube is ran on a first-come-first-serve basis & is not appointment based. It does get very busy and our wait times will naturally increase. The 30 minutes is the amount of time it takes to complete the actual oil change once it is inside the building being physically worked on. 

  We do not offer a shuttle service on Saturday's, and you are correct as it was not mentioned on our website; that has now been rectified. We will not be providing you with a refund as the service was provided as you requested. We apologize that our service was not to your satisfaction. 

• Initial Complaint

  Date:06/08/2024

  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'm looking for a car for my family.Jul.24 We went to the ****** showroom and took the car for a test drive. After the test drive, we asked about the cost of the car and received the answer that for this we need to talk to a financier. We talked with the financier, he took my information and said that he would give an answer the next day. A day later, the manager informs me that we were denied a loan. A few days later I checked my credit rating and saw that it had dropped because there was a check from ******.I asked ****** about the cost of the car, and not about whether I could buy it.I did not authorize the credit rating check.

  

  Business Response

  Date: 06/08/2024

  Good day Mr. **********

  My name is Nick ******.  I am the General Manager here at Vickar Nissan.  

  Thank You for reaching out and explaining your concern to me.  I have addressed your concern with Dave and Yullia.  It seems that there was some miscommunication that occurred.  They were both under the impression that you wanted to find a vehicle that fit into your budget.  Payment is based on price, rate and term.  Rate and term can be subjective based on your credit.  There is really no way of knowing what your exact payment would be without doing a credit check and submitting it to lenders.  This does not typically effect your credit score or rating unless it is done multiple times over a short period of time.

  We would be willing to provide some compensation.  Should you decide to purchase a vehicle from us, we will offer a $*** credit towards service or accessories.  Thank You again for expressing your concerns and I apologize for the miscommunication.

  Have a great day!

  Customer Answer

  Date: 07/08/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: We have also been to other car dealerships where we were given complete information without any financial verification. Mr. ****** told me that it is not possible to know the exact cost without checking. *** ** ***** ******* ******* **** *********** ******* *** ************** ***  
  
  
  Sincerely,
  
  
  
  Oleksandr *********

  

  Business Response

  Date: 07/08/2024

  Good day Mr. **********

  I am not able to comment or speculate on what another dealership has told you.  The price of the vehicle is not determined by credit and a credit check would not have been needed to provide that information.  However, payment definitely is.  It is subject to rate and term which are determined by the lender providing the approval.  Without sending credit information to the lender to determine rate and term, we would not be able to provide an accurate payment.  

  We make every effort to have clear communication with all our clients. As per policy, we do not do credit checks unless a client asks for us to do one and ultimately wants to purchase a vehicle from us.  I'm not sure why or how the miscommunication happened here but we will use this example in training and development with our staff to get better in the future.  It should have been made very clear to you that we were doing a credit check and why we were going to that step in the sales process with you before it was done.

  Thank you again for reaching out and allowing me the opportunity to use this information you have provided in our quest for continuous improvement in customer satisfaction and experience.  

  Should you care to take advantage of the $*** credit offered to you with the purchase of a vehicle at our dealership, please feel free to contact me directly.  ** ***** ***  ********************** ** **** **************

• Initial Complaint

  Date:27/06/2024

  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.

  On Feb 22,2024 I purchased a used truck saftied and warrantied for 5000k
  I since have put on 2900km since purchase.
  After the purchase, it was immediately noticed that a mirror was smashed and it had managed to go un noticed during the safety.
  Vickar made arrangements and had the problem resolved.
  About 1.5 months later it was discovered that the truck was leaking a fluid from a damaged line, also missed on the inspection.
  This repair took just over 3 weeks, during which time Vickar had the truck as it was advised not to drive the truck and risk further damage.
  No loaner vehicle could be provided until the last 4 days, leaving me to rent one on my own as they were unable to provide and said they’re not obligated to do so.
  When I knew a date I would get back my truck I made an appointment at another dealer to have the oil changed as well as a condition inspection, $***.
  During the inspection it was discovered the rear wheels were damaged on the insides with 1 worn right down to the metal belt and a road hazard.
  Another item missed on the safety inspection prior to sale. Because the tire was damaged beyond repair I immediately had them replaced with new ones. $******
  I have since left messages with a service manager and customer service for days and have not received a call back.
  I do not believe this vehicle was inspected properly ** ** *** ***** ** ***** 
  I'd like to have this truck inspected by a 3rd party with Vickar covering any and all repairs for it to be road worthy as well as a full refund for the tires that I had to pay for.

  

  Business Response

  Date: 27/06/2024

  Hi Richard, 

  My name is Ryan ******* and I'm the service manager here. I received your voicemail yesterday and read through your concerns, thank you for reaching out. 

  A sales manager and I will be reaching out to you by tomorrow at the latest; we'll do our best to come to an amicable resolution and hopefully resolve all of the issues you have been experiencing since the purchase of your vehicle.

  Thank you & talk soon,

  Ryan

• Initial Complaint

  Date:03/05/2024

  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.

  We would
  like to lodge a complaint for refund ** *** ****** ******** **** from Vickar
  Ford Dealership, 2000 Main Street. The Dealer Principle reported to us is
  Stephen ******/Vickar Auto Group for that Dealership and the VP for that dealership
  is Domenic ****** We had previously been dealing with a lot of their staff but
  lately particularly Len *****, General Sales Manager. At our last meeting,
  their staff said that the bill negotiation ** ******** was the best they could
  do as initially they wanted to charge over $**********
  My dad,
  Edgar **** is a hearing Disabled 80+ senior on a limited budget to live and has
  provided consent to me his daughter, ***** **** *o act on his behalf.
  To recap,
  Vickar Ford has my dad’s 2014 Ford Escape from may long weekend 2023 till
  March11/2024. We paid the bill for work done ** ********* Our dispute is that
  upon examination, the vehicle was noted to have significant hail damage during
  their custody of it and that they were ********* to inform us of the damage /or
  possible damage while in their possession which we feel was their duty to
  inform so we could explore options. There were numerous documented
  opportunities via phone and email when we asked for updates. It was reported in
  end of March 2024 unknowingly by another staff member that numerous vehicles in
  their possession during the August 2023 Hailstorm were damaged for it was
  likely that this was when the damage was sustained. We were never informed to damage
  and if so, we would have investigated and would have explored with Autopac the
  extent of the damages and would not have moved forward with the significant repair
  costs ** ********* Recently, Autopac has assessed the vehicle for over
  $********* of damage and will write the vehicle off at a value that is barely
  over the repair bill.
  It is our position
  that they should have reported any potential damage concerns- for sure significant
  like over $********* and would have noted this during the numerous hours of
  labour that they completed and charged us for. **** **** ***** *** ***** *** ** ****** ***** ***** *********** ** *** ** ****** ******* If damage such as
  windows or damage like collision or something would have happened, we would
  hope that they would inform the customer, so it is not clear why we were not informed
  esp. if known damage to numerous vehicles in their lot. We did not know about
  this or if the vehicle was outside or inside their building so did not think this
  was a problem.
  ** ***** **** *** ** ******** *** ** ** **** ****** *** ******* *************** ** ** ******* **** ** **** ******** ******** *** *** *** ******** **** ******** ******* *** ******** **** ***** *** **** *** *** ***** ****** ** **** ** *** **** ***** ********* ** **** ******* *********** ** ** ** ******* ******* ****** ** ***** ***** *** ******** ******* ********* ** *************** ***** ***** ***** *** ******** ** ***** ******************
  ***** *** ***** ****
  
  
  

  

  Business Response

  Date: 08/05/2024

  We had informed all guests that had vehicles on the lot that we did sustain hail damage via personalized phone calls. The onus is on the guest to let MPI know that their vehicle was potentially damaged. We cannot initialize the claim on their behalf and as well we could not add the damage to the service bill they already had. We had discounted the original service bill significantly from $******** to $******* to help the guest out. As a sign of good faith we will offer another $****** off on their next bill of over $********

  Customer Answer

  Date: 16/05/2024

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

  Hello we reject this explanation and their offer. My dad is 80% deaf/hearing so I have been his representative during our involvement with them over 10 month period. I was not alerted over hail damage sustained in their lot via phone or in the frequent email contacts I had with them asking about the updates on their involvement following the storm. They said they were exploring all alternatives and hail damage was  not reported to me. I would have explored this as a viable option to completing the $***** of work repairs they wanted and extra inconvenience and costs added on to an extra 7months we went without a Car   When they completed work and returned the vehicle and we had paid the bill we noted the significant damage   We made Autopac claim and they are writing off vehicle but not willing to pay all costs from the entire bill   Autopac estimated over ***** damage to entire vehicle.  I questioned an employee working there following who told me they had sustained numerous vehicles that were damaged in August storm 

  They did not inform us of hail damage or offer alternative to going to Autopac before trying to charge us over $***** and finally before taking our $**** which we never would have done those repair without consulting Autopac for options 

  In addition please ask for documented evidence that we discussed hail damage sustained in their lot while they had care and custody of our SUV 

  
  
  
  
  Sincerely,
  
  
  
  Edgar ****

  

  Business Response

  Date: 16/05/2024

  I apologize and am sorry you disagree. thank you for your time and please let us know if there is anything we can help with

  Customer Answer

  Date: 16/05/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the Vickar team was not accountable and did not inform us of sustained damage to SUV in their
  
  Custody and repair time over 10 months. There were other issues with professionalism and accountability **** **** ******** ** *** **** ** **** *********** *** ********* The significant repairs to other parts of car were done needlessly as significant damage to car exceeded value of car and we would have explored this if informed of damage sustained   They had the vehicle for  7months following hailstorm in August and had other vehicles in their lot who had damages so they were not unaware. 
  
  Sincerely,
  
  
  
  Edgar ****

  

  Business Response

  Date: 23/05/2024

  We cannot speak for MPI and what the value they may or may not have put on the vehicle. As for the repairs they were all obviously needed and heavily discounted considering everything that has transpired. As for not making Mr **** aware of his vehicle being involved in hailstorm, all customer cars on the lot were made aware of including Mr *****. I will say we had full consent to do all the above-mentioned service and that’s exactly what we did. I don’t know why they are suggesting we didn’t tell Mr ****. Our Priority was customer cars. I will also say I believe the vehicle was unsafe to drive without these repairs.

   

  Regards,

  Domenic ***** * **** ********* * ****** ****

• Initial Complaint

  Date:22/04/2024

  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.

  Dec 20th 2023 I went in for a recall on my air bag on my 06 ****** ******. The bonus of bringing this in was 4 new winter tires. I was told I would have to pay the mount and balancing fee/ levy and supply fees. I paid 212.29
  I noticed after a couple of weeks all four tires were leaking. I was up north working and didn't have the time to bring the vehicle back to the shop. I phoned **** ******** and he said no problem we'll make it right, bring the vehicle back when you can.
  I put on 145km's total including drive back to the shop in this time span. I couldn't fill the left rear
  tire, problems with the valve being cracked.
  I decided to put new brake pads on seeing I had the tire off on drivers side rear. Put on the spare tire to drive to ****** ******.
  Mar 18th ***** ******** service guy told me I needed all new tire valves. * ***** **** **** ** *******. I paid $157.90
  
  When I arrived home looking at the previous bill I forgot I originally paid 212.29 for a tire switch,
  total for both visits 370.19
  **** ** ********** ** ********** *** * **** ***** * **** *** *** ******* ****** **** ******** *** ***** **** ******* ***** *** ** ***** **** ** *** ******* ** *** **** *** ***** **** ******* *** **** ***** **** *** ******** *** **** ***** ***** ** * ***** * * **** *** ***** **** ** ****** **.
  
  When I phoned **** back he said he could give a store creditor or they would send a check in the mail to me. He also agreed that was a high price for a tire swap.
  
  A couple weeks after he left me a message saying he was on the fence about the situation.
  It was difficult to get him on the phone. I left many messages with N/A.
  
  Finally, today I spoke with him and he said they were not going to send me any money back.
  The reason valves were all cracked on three tires. * **** **** **** ** *******. New ones should have been replaced when they switched the tires. **** * ** **** *** ** ******** ********* **** *** ****** * **** ******* ********.
  
  I would like my 157.90 paid back from on Mar 18th.
  
  ***** ****** ****** ******

  

  Business Response

  Date: 22/04/2024

  Hi ******,

  My name is **** ******.  I am the General Manager here at ****** ******.  Thank You for taking the time to file a complaint with The Better Business Bureau.

  Upon review, we will not be able to provide a refund for the service you received.  All the tires/rims were sealed properly.  There was a leak coming from the valve stem when you returned.  It was discovered that the valve stem was cracked from the outside.  You admitted to ***** that they were cracked from you removing your hub caps to take the tires off and replace your breaks.  It is not normal practice to replace stems that have nothing wrong with them.  It is standard practice to inspect them and if we noticed a problem with them, we would have recommended that they be replaced and would have had you authorize the work before proceeding to replace them.  This damage was caused after your new tires were mounted and we can't be held liable for it.  If we had caused damage or done something wrong, of course we would take responsibility for it.  However, there is nothing that could have been done differently on our part to have a different result and we certainly did not cause damage to the valve stems. 

  Thank You again for your time and your business.  Have a great day!

  Customer Answer

  Date: 02/05/2024

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

  Hi **** ******,

   

  My name is ****** ******. Thank you for your interest and your response. I don't agree with your decision not to reimburse the $157.00.

  All four tires were leaking air after the new tires were installed. The vehicle sat idle in my garage for weeks as I was working up north.

  If the valves were replaced I wouldn't have had this problem. ****** **** **** ******** ******** ***** **** ********* ** ****

  I never touched the passenger side brake pads, just the drivers side was done by myself. Replacing the brake pads has nothing to do with

  the tires leaking air in my opinion. The valve stem could have cracked when I tried to pump up the rear tire, as it had gone completely flat.

  That's what I told *****. I told him I had to take of the tire off and put the spare on to get the vehicle to the shop.

   

  * **** **** ************ ** ****** ** * ***** **  ******* *** ** ***** ** ** ******* **** *** ****** **** ********* **** **** * ******* *** ******* ***
  
  ***** **** ******** *** *** ****** ** *** ******* 

   

  I fail to see how all the tire valves leaking is my fault. Why weren't they checked for leaks before it left your shop?

  I don't agree with your explanation and still want my $157.00 back.

   

  Sincerely,

   

  ****** ******

   

  
  
  
  
  

  

  Business Response

  Date: 02/05/2024

  Hi ******,

  There is a 3 month gap between when you originally brought the vehicle in and when you brought it back a second time for the tires leaking.  I understand you were away and not driving the vehicle but you also did work yourself on the vehicle in-between these two work orders being opened with us.  We only replaced 3 valve stems, not all 4 on the second work order.  The damage on the valve stems were physical damage from the outside not from wear and tear over time.  Our certified technicians inspect all mount and balanced tires before putting them back on the vehicle to ensure they are sealed properly and the tires have no leaks.  The technician would have noticed 3 leaking valve stems when he sprayed soapy water on the tires inspecting them.  We can't accept liability for the valve stems leaking.  Our team did nothing wrong and there is nothing we could have done differently.  All processes and procedures were followed and no damage was caused to the tires from us.

  I've pulled your entire service and sales history to determine if there is some good-will that could be offered but you did not purchase the vehicle here and you do not service the vehicle here, regularly.  So, I have no good will to offer.

  We will not offer you a refund as requested.

  Sincerely

  **** ******