Complaints

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

close

Find a Location

ReCar has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ReCar

  10 Bishop Drive Fredericton, NB E3C 1B2

  
• 

  ReCar

  771 Elmwood Drive Moncton, NB E1H 2G8

  
• 

  ReCar

  420 Connell Street Woodstock, NB E7M 5R5

  
• 

  ReCar

  10 St. John Avenue Stratford, PE C1B 2B4

  
• 

  ReCar

  278 Kenmount Road St. John's, NL A1B 3R2

  

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:27/03/2025

  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.

  Purchased a vehicle 27 months ago, the vehicle in question was involved in an accident before purchase yet the business failed to notify me of this and charged me $29,000 for the vehicle. I’ve since reached out to the business to settle this matter and they refused to cooperate with me. I found out March 25, 2025 the vehicle had been involved an accident as I brought it in for maintenance. I’ve requested that’s the business compensate me for the price of damage to vehicle from accident to be applied directly to the vehicle loan to accommodate for the lack of transparency as I stressed had I have known it was in an accident I never would have made the purchase especially at the price they gave me.

  

  Business Response

  Date: 28/03/2025

  Good day,
  
  In response to the complaint, here is the initial email I sent our Client regarding his concern as outlined below:
  
  Thank you for your email. I apologize for the inconvenience regarding this matter. As part of our Process at all of our ReCar operations is to review the CarFax with the customers before they take delivery whether the CarFax is clean or not so the customer has full transparency. Additionally, all of our CarFax reports are available on our website vehicle listings to ensure potential buyers can access and see them before making decisions. I don't have access to the ReCar Newfoundland files as we did close the store so I am unable to check the file to pull the CarFax report that we review and get customers to sign off on. I did however pull the CarFax report and it looks like there was a claim on the 2017 ******* in 2021 for around $6,000. Are you trying to trade the vehicle? If that is the case, a $6,000 CarFax on a van that is 8 years old would have almost zero bearing on its market value but perhaps this is not what you are trying to achieve. 
  
  The Client then responded indicating that he was seeking compensation for the alleged undisclosed CarFax report. I then responded with the following:
  
  Thanks for the quick reply. I feel as though my previous email was super transparent and the CarFax would have been available online on the listing at the time of purchase and the ReCar Newfoundland team would have also shown you the CarFax at the time of the delivery. Dealers price vehicles to the market based on whether they have a Clean CarFax or a Damage record and in this case, with a small CarFax, the vehicle's value would have been priced under the market values of those comparable ******** that have no CarFax, same trim and KM, etc. Based on this information, I am unable to extend any type of compensation for a vehicle purchased 27 months ago. If you wish to trade it or sell it back to us, we are happy to explore those options. 
  
  In summary, as stated above, ReCar is willing to either purchase the vehicle back at Fair Market value or take it in on trade toward another vehicle should the client not wish to keep it but it is unreasonable to expect compensation regarding a CarFax claim that the customer is now stating 27 months after taking ownership of the vehicle that he was unaware of. 
  
  
  

  Customer Answer

  Date: 31/03/2025

   I am rejecting this response because:
  
  
  I was never given, shown or signed a CarFax report pertaining to any damage that was caused to vehicle before purchase, and I was told by ***** ******* who was assistant manager at the time that the vehicle wasn’t on the website

  

  Business Response

  Date: 31/03/2025

  Hi there, 

  As the vehicle would have been on the website 27 months ago- I cannot go back and retrieve a vehicle listing as we changed website providers since that time. As previously stated, ReCar is willing to purchase the vehicle back our customer or additionally, we are willing to take it on trade toward the purchase of another vehicle so we are providing solutions that the customer may exercise should he wish to do so. 

  Thank you,

  ReCar Management

  Customer Answer

  Date: 01/04/2025

   I am rejecting this response because:
  I’m requesting 15-20% of what the vehicle had cost to be applied directly to the loan, which work out to 4000-5000, if you would like to present a counter offer I am willing to discuss a price based on the damage that was caused in the accident the vehicle was involved in.
  
  

• Initial Complaint

  Date:17/12/2024

  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.

  Hello, I purchased a 2022 ****** Rogue from ReCar Halifax in September 2024. I have had many problems with the vehicle. I paid $33.000 cash for a vehicle that I was told was in perfect condition but far from it. Recar claims they do a 360 point inspection, I believe no inspection was done. I took it to a ****** Dealer who did an inspection and they agree that nothing was done. I have invoices of repairs that ****** has done for me, I also have pictures.
  I am having a hard time getting ReCar to acknowledge there mistakes or even to get back to me or the ****** Dealer. I don’t think listing everything that was wrong with the Rogue would help but I will send invoices and pictures. I also have correspondence through email with them where they lie about everything. I really need help with this, I have been fighting for what’s right since September. I have sent them all invoices last week and have not heard back from them. I’m a senior and very upset that the last vehicle I will ever purchase has happened this way, It has been very stressful for me.
  The big thing was when I was driving on the highway at 110 when a bolt came of the front suspension and I almost had an accident, I couldn’t drive for 2 days after I was so afraid. ****** says if ReCar would have done an inspection that this still would have been caught. I have paid ****** for the repairs and sent invoices to ReCar last week but haven’t heard back. I am on a pension and can’t afford this expense, as well as driving to ****** often to get things fixed which is 40km away. The vehicle doesn’t even have tires that I should be driving with and they are around a thousand dollar ******** dealer says they are 3/4 worn and ReCar shouldn’t have sold a vehicle with them on it. Please if you can help I would appreciate it, thank you P***** *******

  

  Business Response

  Date: 18/12/2024

  Good evening,
  P***** ****** purchased a 2022 ****** Rogue, which was delivered to her Saturday September 21. The vehicle left here in good working order and the delivery drivers noted no issues upon delivery. Our Sales person received a text from P***** that day stating that the vehicle was "dusty inside" but "all in all it drives good and lots of room".
  
  She later texted that the steering wheel wasn't centered and there was an orange triangle warning light on. Our first thought was that it was possibly an alignment issue and we booked her an appointment at Grand Falls ****** to have the vehicle checked out. 
  
  I had a chance to look into the service history and we certainly did do a Full Motor Vehicle Inspection to which the vehicle passed with flying colors. The only issue was the main seal had a leak and we took it to ****** to have them repair it under warranty. We then took the vehicle to ******** ****** which would have had the control arms disconnected to do the rear main seal. It’s likely they didn’t tighten the bolt and it took a bit of driving and it backed out but I cannot confirm that 100%. We would have not had anything to do with the suspension parts being removed and the only dealer that would have worked around this area of concern was ******* It is odd that they did not complete the recall on the vehicle either as it is standard practice for all new car dealers to check vehicles coming in to the shop for open recalls and to address them while there for their service visit. P***** attended the appointment at ******, which we paid for to diagnose the issue, which was that a bolt had come out of the lower control arm. We spoke with the technician at ****** following the appointment who advised that the issue had been fixed and was the case of both the misaligned steering wheel and the orange warning light (neither of which were issues prior to P***** taking delivery of the vehicle and texting that it drove well). 
  
  With respect to P******* email - the Rogue did have all-season tires on it, not summer tires as she states. As you will see per the attached service work order, the vehicle's tires passed safety standards with flying colors. The inspection garage would not put a technicians Mechanic's License at risk to pass tires that in fact fail inspection, that simply is an unreasonable claim. I (J** ****** ******** ** *****), have email correspondance with P***** ****** on October 19th  advising her if she was so certain that the tires were bad to get an inspection done on them from a local garage and send me the proof they are poor and I did not hear back from P***** after that point. It was only when our General Manager at ReCar Halifax received an invoice for $1000 that P***** spent on tires and wanting reimbursed was when we heard back. We at no point were shown the tires did not pass inspection and no photographic evidence to support the claim. 
  At no point did any representative in our company lie to the P****** We have went out of our way since the beginning of P******* concerns to remedy/rectify them but it would seem we are unable to come to a resolution that we feel is reasonable and satisfactory to P****** We are not willing to reimburse P***** for tires when the tires that were on the vehicle were in great shape or they would have been replaced. We do not do the inspections as we are NOT the Licensed Mechanics/Garage. ****** **** in ***** ********* who employs Licensed Mechanics passed the tires and Inspection. The ****** Dealer P***** took the vehicle to we believe took advantage of her. Why would they recommend an oil change to the vehicle just had a fresh oil change? That doesn't make sense. All in all, ReCar cannot be responsible for invoices a customer went and approved with a different garage and expect us to reimburse when we were not made aware of brake issues, etc. We had asked for follow up on the tires to which we never received but instead, we got an invoice weeks later and were expected to reimburse for them. 

  Customer Answer

  Date: 24/12/2024

   I am rejecting this response because:
  ReCar ********* is suggesting that the ****** Dealership is responsible for the bolt being loose and or missing. Well, that is not possible, I hadn’t taken the Rogue to ****** before the bolt came off. I took the vehicle to ****** when the bolt came off and that is the first time. Hence, when they repaired the bolt is when they found the other problems. While taking care of the bolt they could see that the inside of rotors were quite rusted. At that point I ask them to do an inspection on the vehicle and also to look up if the car had any recalls, which it did. I specifically asked ReCar if there were any and was told no. 
  Also to make an assumption that me being female wouldn’t know anything about a vehicle, therefore allowing ****** to play me for a fool is wrong. I have years of experience, having my own taxis and doing some of my own repairs. So for a female, I have done oil change, changed spark plugs and wires as well as replaced battery, replaced power window motor, fixed heater fan, replaced throttle position sensor, among other things. I am a little more experienced than what ReCar thinks. 
  I also know when the computer isn’t reset after an oil change and there’s no oil sticker on window, ( I know as well when oil smells burnt and looks darker that it needs a change)  and a bolt isn’t tightened because the repair team forgot to do these things, that I won’t be taking a vehicle to that garage any time soon.
  
  

  

  Business Response

  Date: 09/01/2025

  Good afternoon,

  As previously stated in prior communication, the vehicle was taken to ********* ****** here in Nova Scotia for a Recall at the ****** dealership prior to P***** taking possession. We check all of our vehicles for open recalls and make arrangements to satisfy recalls before a customer purchases a unit and takes possession. We are NOT suggesting the ****** store in New Brunswick had anything to do with said issue as P***** is suggesting we are saying, that is false. The recall that ********* ****** in Nova Scotia had completed would have had the bolt removed to complete the specific recall. The reason why P***** was advised there was no recalls on the vehicle is because there were no recalls. If the recalls were in fact satisfied and cared for and there were no outstanding recalls on the vehicle, we would have no reason to advise P***** that there were outstanding recalls if there was not, that simply would not make sense. Bringing gender into this complaint is beyond unreasonable and ridiculous. At no point would we ever suggest a Female individual would no have any knowledge or experience around cars, that is simply hard to understand that P***** would even try to bring into this complaint at this time. ReCar has done everything we can and there is nothing additional at this time to be done to satisfy P****** 

  Respectfully,

  ReCar Management

• Initial Complaint

  Date:02/08/2024

  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.

  - Transaction was Friday July 26th, 2024.
  - Made a fully refundable $500 deposit.
  - The business committed to bringing a truck from Moncton to Halifax for me to view. They stated they would do this with a fully refundable deposit and if I did not like the truck, I could walk. I found this odd, since this would be a risk for them, but it was a $45,000.00 truck so I assume the margins are worth it to make a sale. They also gave me this is writing stating if for any reason the truck does not meet my expectations, I would be refunded.
  - I would like my $500 deposit back as promised in writing by ********* GM.
  - The salesperson ******* did not attempt to resolve my issue and became quite aggressive over the phone, so I attempted to contact the general manager. The general manager would not answer my calls to his cell phone or the front desk and ignored my text message. GM emailed me attempting to add two 'terms' to the agreement that were never discussed prior. 1. He added a 1-day timeline where if I did not decide on the truck in 1-day the deposit was no longer refundable. Never communicated to me. 2. He apparently gained the ability to make opinions for me and told me 'I loved the truck.' This is entirely not true.
  
  I have requested my refund in writing via text message to salesperson on August 1st, 2024 and via email to GM on August 2nd, 2024. Given the substantial evidence in writing of our agreement, I am hoping to handle this dispute immediately via refund, and I will continue to escalate this issue as needed.

  

  Business Response

  Date: 06/08/2024

  Hi there,

  We want to apologize for the inconvenience and based on the documentation, we are willing to refund the provided deposit in full. 
  

  Respectfully, 
  

  ReCar Management.

  Customer Answer

  Date: 09/08/2024

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22081579, and find that this resolution is satisfactory to me.

  I have received the refund.

• Initial Complaint

  Date:22/03/2024

  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 got my vehicle through ReCar Fredericton in mid-January of this year.
  On March 20, 2024, a mere 2 months after having owned this vehicle,
  I am driving down the highway on a work trip with a child in the backseat, my front windshield DETACHES from the body of the car & begins JUMPING up & down, making an extremely obnoxious noise causing me to have to pull over.
  There has been other issues already with the car which I have taken into my own hands to fix on my dime.
  I called Fredericton ReCar & was met with the worst customer service experience I’ve ever had.
  **** ***** the “Store Manager” took my call. Obviously shaken up, I asked**** for direction on how to approach the situation, explained my dire circumstances, & how I had a 2 hr drive the next morning. After calling me a ***** *****, hanging up on me 3 times, telling me I was acting irrational, & blaming the windshield coming off of the car on me for “treating the car poorly in the three months i’ve had it”, i was given these options 1. Call a “friend” to pick me up (not possible) 2. Call a taxi (also not viable option) 3. drive my car 2 hrs back (with a child) “SLOWLY”. I asked **** for the contact info for someone higher up than him, he refused to provide me with it, said that he would have his Director of Sales named ****, call me tomorrow morning. I never received a call. I followed up the next day, left another message, still nothing. I asked Mr. **** if our call would be recorded to which he said it was, but that was a lie. I also inquired about why I pay extra for a warranty if there’s “nothing they can do”, he told me that the warranty doesn’t cover windshields falling off! **** said that ReCar had never done any work to the windshield therefore they were not responsible for whatever happened to it.
  Because he kept hanging up on me, the following day, once i paid for my car to be fixed myself, I went to ReCar where **** told me that i wasn’t welcomed & that there was nothing he could do for me

  

  Business Response

  Date: 23/03/2024

  My name is *** ***** and I am the Director of Sales here at ReCar. I understand that the customer purchased a vehicle from our Fredericton location on January 8th, 2024. 72 days later (March 20th in or around 7PM, the customer contacted our Fredericton store regarding a windshield concern. Our Branch Manager, **** advised the customer based on the time of day and because she was out of town, she should take it into a glass shop when they open so they can take a look at it. When the vehicle left our store 72 days prior, the vehicle was received in proper condition and working order so the windshield would have had to have been fine up to this point in time. Documentation to support this claim can be provided from the customer file that the customer signed off on. We were also able to confirm in our preparation of the vehicle that the windshield was not replaced or repaired in any way. The customer called the store and it was evident to **** that she was very upset and emotional concerning her issue with the windshield. The customer began raising her voice and yelling/swearing at our Manager ****. **** did try to provide direction to get the customer to take it to a glass shop for them to check it over to see what was going on with it. We do not and will not tolerate any customer to treat our staff this way. Our staff will always try to help and give direction to a customer when and if they have a problem or concern. Based on the time of day (7PM-ish), glass repair shops are closed so the customer would have to visit one the next day for them to check it out. The next day (Thursday, March 21st), the customer came into the store with I believe her mother and again, began raising her voice and swearing and making accusations that we were liars, etc. At this time we had a vendor in our store who works on our cars witness this situation and was surprised at the way the customer spoke to our staff and how she approached the situation. Had the customer taken it to a glass shop and they found a problem and repaired the issue, we may have been able to assist in some way had the customer conducted themselves in a proper way. The customer also makes a reference to her making repairs to the vehicle previous to this matter but we have no records or indication that other issues were present in her vehicle so we would have had no way of resolving any issue that had been present if we were not made aware of them. The customer also attached in her claim that we have the 12 month Guarantee which is totally correct. Documentation may be provided that states the 12 month guarantee is for Powertrain components (Engine and Transmission), nothing cosmetic or glass after the customer takes delivery. The customer was also offered various protection packages to protect her vehicle and one of which was windshield repair/replacement coverage to which the customer signed off declining the coverage. Again, signed Documentation from the customer file may be provided. ReCar cannot be held responsible for a windshield that was fine for 72 days and on the 73 day it needs a repair or reseal of some kind. In saying all of that, had the customer taken it and repaired it properly and contacted us to see if we could help in an appropriate way, we may have been able to assist in some way.  The customer has to ultimately be responsible for the way she approached the situation. It is understandable that she was upset regarding the matter based on circumstances and time of day with a little one in the back seat but based on the fact it was in the evening and no repair shops were open, the only solution to be offered was to get it looked at a glass shop as soon as they opened the following day. **** has confirmed he never made those comments to this customer in any way, shape or form. Another employee was also present during the initial call to the store Wednesday evening to witness the call and the exchange of conversation. **** has been in the Auto Industry for a long time and prides himself on looking after customers when and where possible. Based on the nature in which the customer approached/spoke to our staff at our ReCar Fredericton location on the call and in store, no goodwill assistance will be offered. 

• Initial Complaint

  Date:03/10/2023

  Type:Customer Service 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.

  By far the worst car buying experience of my life. Put a deposit on a van; they sold it. So salesman talked me into another van without seeing it. Van shows up for test drive and purchase and it is nothing like salesman explained. Also had an extra 12000km on it. So they found a 3rd van for us. It was in the shop 3 days later. Oh and I had to ask for my deposit back for a week before I got a response. When signing papers they sneakily tried to swap the extended warranty papers from 5 year 100,000 warranty (which we had agreed on) to 4 year 80,000km. I caught it and refused to sign until proper papers were included.
  Which now leads us here. The van which we have owned for less than a year needs a brand new transmission. There is no way a van with 146000km on it or 45000km in the last year should need a new transmission. I fully believe this van was sold to me with underlying issues. Please help me. I have every word spoken in this process of you need them.

  

  Business Response

  Date: 04/10/2023

  Good afternoon,

  Please find below the email sent to Mr. ****** on Monday, October 2nd regarding his concern:

  Hi ****,
  
  Thank you for your email. Based on the mileage that the van had at the time of purchase, you have driven 46,932KM since taking possession of the vehicle last October. The average Canadian driver drives approximately 20,000-24,000KM per year so you would certainly be considered a higher mileage driver compared to the average. The vehicle left here with 98,578KM and you currently have 145,510KM on the vehicle as you indicated to me. The claim limit on the Warranty Contract you had purchased does have a $5000 Claim limit less the customer pay $100 deductible which is why they are offering $4900 for the repair which is the maximum coverage offered per incident. I am not able to offer any additional coverage beyond the Limitations of the Warranty package that was purchased unfortunately. Despite the time frame of just under 1 year, the Kilometers recorded on the vehicle since the purchase are substantial and considering the transmission and vehicle operation was normal and as it should have been for just under 47,000KM and therefore, could not have had any underlying issues at the time of purchase.

   

  Mr. ****** is looking for us to cover off the shortfall between his warranty coverage and the transmission replacement cost of approximately $2,500. Mr. ****** is claiming that the transmission should not have went within 12 months of ownership but there is no way possible to predict future repairs of a vehicle whether it be minor or major and Mr. ****** has driven just under 47,000KM since taking possession of the vehicle from our company almost 1 year ago. Had the transmission had "underlying" issues, the transmission would not had went another 47,000KM had there been issues with the transmission. 

  ReCar unfortunately cannot be held responsible for future repairs to a customer's vehicle especially given the timeframe that has elapsed and the excessive Kilometers driven. Mr. ****** also started threatening legal action against ReCar for reasons to which I am not sure but based on the nature in which he approached the situation, we decided Monday evening, October 2nd to step aside and advised him to contact his lawyer if he felt that was his best action to take. 

  Regards,

  ******** *****, Director of Sales

  Customer Answer

  Date: 04/10/2023

   I am rejecting this response because:
  
  
  I’m not satisfied with their response. The reason I began to threaten legal action is because I don’t know what else to do. $2500 means nothing to Jon or Recar but to my young family it currently is a substantial hit to take. 
  The entire process of purchasing the vehicle Recar has done nothing to show they are an upstanding, honest company. From swapping out warranty forms to selling a van I had already put a deposit on to straight up lying about the features and mileage of another vehicle I don’t know how I’m supposed to believe or trust anything that comes from this company or it’s employees. Jon doesn’t know what I went through. I never dealt with Jon at any point during this experience except once I threatened to go talk to my lawyer. That’s when I was passed off to him. 

  

  Business Response

  Date: 05/10/2023

  Good morning,

  Mr. ****** has claimed in his response that the true root cause here to his concern is the cost of repairs that he may or may not be able to financially cover off himself personally. The other claims Mr. ****** brings to the table regarding us selling a vehicle from underneath him and us "lying" to him I certainly have found no grounds to these claims but the root cause for concern here on Mr. Watsons behalf is a $2500 repair bill Mr. ****** is left with after his warranty coverage covers off the first $4900 is the real issue here to note. Although I can certainly sympathize and understand it's an unexpected cost to incur, maintenance and repairs on a vehicle are the sole responsibility to the owner as part of the vehicle owners responsibility when owning and operating a vehicle. Mr. ****** invested $2499 into an Extended warranty and will receive almost 200% of his money back on this one single claim and still has warranty up to 200,000KM based on the Warranty contract he signed off and had purchased. This leaves him even after this claim almost another 50,000KM of warranty coverage. ReCar nor any auto dealership for that matter can be responsible for future repairs and maintenance to one's vehicle, especially 1 year later and 47,000KM of driving since taking possession of the vehicle. In summary. ReCar has not done anything wrong in this matter whatsoever and Mr. ****** needs to take responsibility for the vehicle and its maintenance and repairs as needed.  

• Initial Complaint

  Date:30/06/2023

  Type:Customer Service 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 looked at purchasing a car. They wanted a credit card to proceed and I said I did not want them to charge it until they had a car and an approval. They insisted it was not an issue and they would cancel if there was no deal. They never approved or provided any payments and charged the card anyway even though I never gave permission for a deposit. I requested a refund and decided not to deal with them for a car. I have now been ignored and not responded to and they have allowed enough ***e for a reauthorization to go through and a posting to my account for the 500 dollars. I am not even the customer. The credit application was for my wife and she never even spoke to them and they were going to do that before proceeding. They never did what they promised and she never got a phone call or spoke with them. They took her information from me to make it easier but said they would call and get her permission before proceeding. They decided to charge it without my permission under false pretences.

  

  Business Response

  Date: 04/07/2023

  Good morning,

  *****, our ReCar Moncton Branch Manager had spoken to *** as recently as Thursday, June 29th/2023 via phone. The customer had been provided payments, and a unit chosen (a 2017 Chevrolet Bolt). Things were good to go until we had a portal note in Dealertrack which is the system we use to submit credit applications to the finance lenders indicating that the customer had sent a signed contract in from another dealer which would then mean we would be unable to proceed as a signed contract was received from another dealership. ***** has indicated the last we left off, *** was going to this dealership to unwind the deal, and continue the purchase on our vehicle we had secured for him. *** had indicated the other dealer misrepresented their vehicle, it wasn't what he intended to purchase, and that is why he reached out to us in the first place. *** was not lied to about a deposit, in no way did the vehicle advisor say he wasn't going to run it. When ***** had spoke to *** on the phone, he fully understood and had agreed they were buying the Chevrolet Bolt from ReCar Moncton. A deposit is secured to remove the vehicle from sale so that no other customer can in fact purchase the unit. It is a commitment to buy the vehicle and we in turn make it unavailable to other customers shopping in the market on that unit. *** did understand that the deposit was refundable if the deal did not go through and that is absolutely true if we do not secure financing for the client. If we are unsuccessful in obtaining financing for the customer, the deposit is 100% refundable but in this case, we did secure financing for the customer and even with the lender the customer wanted to work with in particular as per text messages between *** and the vehicle advisor. 

  Please let us know if you have any other questions and/or concerns. 

  ReCar Management

   

  Customer Answer

  Date: 04/07/2023

   I am rejecting this response because: Number one this is not accurate. They never accepted a deal from me as I am not the purchaser. They took credit details for ****** and a co-signor whom they have never talked to and or gotten consent to even access their credit information. No payments were ever disclosed except for a reference for we are trying to stretch the payment out to get a better deal. They also said we are trying to get three banks to compete to lower your payment t. They kept saying we should have an answer for you soon.  I asked to cancel the deal on the same day they ran the pre-authorization and they delayed me further to allow the ***e for it to post to my account. I have every interaction with them documented and they have never spoken to the purchaser and it still have not provided a lender or payment or documents to sign. 

  The texts were very vague like this one: at 1:01pm

  Sounds great! We have 3 banks pinned against one another, for the best rate and payment for you. I should know exactly the payment here shortly and we can make it all work out here! 

  And my response at 1:58 asking to refund as we were not happy before any so called approval:

  Please refund the credit card. ****** is not going to wait and she won't be proceeding. Too many issues. 

  They kept pushing even though I asked not to because they did not talk to the purchaser or the co-signor and I knew that was not right and at 1:59 they wrote:

  Hey ***, I do have an approval here with the banks and am actively getting some numbers drawn up. Would it help if I could possibly get the car here to you first thing tomorrow morning or something sooner? 

  I responded at 2:00:

  nope she is just not happy overall. Please reverse back and cancel. 

  This is all before any approval and any payments were worked out. 

  The entire process was filled with vague promises and never clear on who approved it and what payments. I lost any trust when they did not follow the law and obtain permission from ****** or the co-signor before even accessing the credit. 

  They delayed and failed to respond long enough to claim they had an approval and try and steal my 500 dollars. I have no way to work with them on a fraudulent basis. They need to refund the money to me as they should have never taken it in the first place. They have committed to refund it in a text at 2:01 on July 3rd here:

  ***, is there anything else I might be able to do for you? We confirmed we would be issuing the refund. 
  We wouldn’t use incorrect information, just as we only use the information provided at ***e of application. When submitting the applications, our website has a prompt that confirms you give us access to the information. Any other questions or concerns can be handled at ************ tomorrow on our office phone. Have a great day! 

  So what they are saying is anyone can enter financial information for a third party and they proceed without reaching out to verify consent or permission to even buy the car. I was arranging info for a potential deal not closing the deal without any other follow up with two third parties. Now they have lied in this response claiming that will not refund. I hope the refund will happen shortly as I will not be satisfied until they live up to what they promise a complete refund as promised in text to me yesterday. 

   

   

  
  

  

  Business Response

  Date: 04/07/2023

  Good day,

  Our Branch Manager ***** has previously indicated to *** that we will refund the deposit so this should certainly not be a concern for the client. We have previously indicated to the customer prior to this complaint coming in that the refund would be processed. We certainly consider this matter closed and resolved. 

  ReCar Management

  Customer Answer

  Date: 05/07/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20258398, and find that this resolution is satisfactory to me. They have now fully refunded my money. I have also notified my rbc visa that I no longer need to dispute the transaction as the company refunded by e-transfer.