Complaints

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

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  St. Croix Auto Ltd.

  129 Riverside Drive Fredericton, NB E3A 3X9

  
• 

  St. Croix Auto Ltd.

  349 St Mary's Street Fredericton, NB E3A2S5

• 

  St. Croix Auto Ltd.

  249 NB-Route 170 Oak Bay, NB E3L 3X9

  

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:03/09/2024

  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.

  November 17, 2023 I purchased a 2019 *** Soul for $29 805.30 financed. Which was over my initial hard limit.
  1. Was quoted one cost. The cost increased again before signing then increased again when I was mailed the final copy.
  2. When. I test drove the car there were issues with the caliper they claimed they would fix the issue.
  3. I was promised multiple times a like new vehicle and shared that I felt everything was moving too fast and they said "that's how we like to do it"
  4. I personally use the mechanics (****** ****) they used to inspect the vehicle so I trusted their judgement
  5. Rotors started making noise immediately got this checked by a private mechanic he said they were rusted and chipped but should last till next inspection.
  6. While trying to figure this out I was asked for my wheel wrench. Went to look for it and I had no roadside kit. St. Croix did replace this
  7. In June I found out my AC wasn't working. I went to the dealership. They claimed they would help and pay for the diagnostic and I would pay for repairs at a cheaper price. I got my car to the shop and they called me stating diagnostic would be $650 I told them what ***** (the owner) told me. They called him and called me back and said he would pay a portion leaving me with a $450 for diagnostic then whatever repairs would be.
  8. August I noticed that when I turned my air on heat there was a loud grinding sound. Toward the middle of the month I started smelling burning. We investigated the problem and found there was no cabin air filter which could be the cause of all of these issues.
  9. When purchasing the vehicle I made it very clear I had my last car for 10 years and I needed this vehicle to last as well. They assured me and claimed it was "like new".
  10. This like new vehicle has been more trouble than the car I had traded in ever was and it had almost 300,000 km on it. My payment is extremely high and I have no hope in fixing this "new" vehicles problems.

  

  Business Response

  Date: 09/09/2024

  Good day,

  
  I would like to respond to the complaint made on September 3rd regarding ******* ****'s vehicle purchase.

  
  1. The quote initially would have been one payment for the vehicle itself but would not include any protection package(s) the customer chooses to go with (Extended warranties, etc). The price (or payment) only goes up when the customer chooses to add protection packages to the vehicle and their financing accordingly so the price would not/could not go up without the customer agreeing and signing to the increased coverage(s) and associated costs involved. The final copy mailed could not be higher than the agreed upon amount as we would not have signed documentation to provide the bank for any such increases. The bank would not accept unsigned documentation from us or any dealership for that matter. 
  2. There was a caliper issue with the vehicle and St. Croix Auto did take the vehicle to the shop to have the issue resolved and addressed accordingly so there should be no issue with respect to this specific issue. 
  3. This is an emotional opinion and nothing factual to support the claim. When we sell a used vehicle, we do our very best to ensure these vehicles are mechanically sound and safe for all customers as we want to have a great long standing relationship with all customers. We certainly do not pressure a customer into purchasing a vehicle but what we would do is let the customer know that this vehicle is approved and you can have it if you’d like. 
  4. ******* Auto Repair is just across the street from our dealership and we have used them for many vehicle repairs and inspections alike and trust their professionalism and quality of work. ******* repair facility and/or St. Croix Auto cannot ever predict the future repairs of a vehicle but as a vehicle gets older and the mileage creeps up, the frequency of repairs and maintenance as such also can at times increase. 
  5. We cannot speak to the quality of the rotors but rather that we did take the vehicle to the shop referenced above for inspection prior to the sale and the repair shop indicated that the rotors were in good condition and passed NB safety inspection standards. 
  6. The roadside kit according to the ******* was not present in the vehicle and according to *******, this was replaced at no cost to ******* back in June.
  7. It is noted that the A/C was not operating properly in June (7+ months after taking possession of the vehicle) and although St. Croix had no obligation or responsibility to contribute to the cost of repair, St. Croix Auto still good willed a portion of the repairs as a gesture of goodwill and good faith to *******. 
  8. ******* indicates there was an additional issue with the vehicle in August and discovered there was no cabin or air filter in the vehicle. Although we cannot confirm whether this is factual or not, this would have no bearing on A/C not working properly, caliper issue, rotor concern, etc. 
  9. ******* indicated that she wanted this vehicle to last a long time and I think it’s fair to say that all customers want the same thing when purchasing a pre-owned vehicle. As I stated above, we cannot ever guarantee that a vehicle will not ever have an issue as vehicles have over 50,000 moving parts and things can occur. The vehicle had a fresh oil change and was freshly inspected by the repair facility prior to ******* taking possession of the vehicle. 
  10. ******* traded a vehicle that had negative equity (the loan balance was higher than the trade value) which means the car loan was financed at a value higher than the vehicle she was purchasing. The taxes and fees were also financed as there was no down payment made on the financed vehicle loan. St. Croix Auto or any selling dealership would have no way of guaranteeing or promising a customer will never have any issue(s) with a vehicle purchase. ******* did also purchase a 4 year extended warranty for powertrain (engine/ transmission warranty) from the date of purchase but the above noted concerns are unrelated to the Powertrain warranty or maintenance wear and tear items. I firmly and fully believe that St. Croix Auto was transparent in what the customer purchased and has met and exceeded all obligations. 

  
  Respectfully,
  St. Croix Auto Management.
  

  
  

• Initial Complaint

  Date:01/12/2022

  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.

  Purchased a car: September 26, 2022
  Issues discovered included: tire sensor needed replacement, rear seatbelt need replacement, car not cleaned as promised. I was not told of these issues on sale of car.
  Issue resolve: agreed to have above issues resolved September 27, 2022.
  Issue 2: second key was to be mailed September 27, 2022 - key was not received until November 29, 2022. Key fob only received. Actual key was not attached to fob (broke key)
  Issue resolve: company doesn’t not believe they are to replace key as they feel they have covered enough
  
  I have text messages that best describe the transactions I’ve had regarding the issues I have had upon purchasing this used vehicle. The dealership has been uncooperative from the beginning in regards to problems and issues discovered as well did not advise of problems regarding the car.

  

  Business Response

  Date: 14/12/2022

  To whom this may concern,

  
  

  On September 23rd, 2022  St. Croix Auto printed necessary documentation & delivered the vehicle to Sussex, to Tanya's place of employment at no additional charge. St. Croix Auto encouraged ***** to come out to show her the vehicle prior to signing any legal lender documents, as well as taking the car for a test drive to make sure it was what she wanted. She had assured St. Croix Auto that after a brief visual inspection, that the vehicle was what she had been looking for, and she was satisfied and ready to review and sign all necessary paperwork and documentation. 

  
  

  After signing everything with ***** at her place of employment she had mentioned to St. Croix Auto that a tire pressure light had appeared in her dash, as well as a concern with the seat belt, & her concerns with the detail job prior to delivery.  St. Croix Auto had assured ***** that she would be looked after in this matter as we do not conduct bad business. St. Croix Auto had advised ***** to take the vehicle to a shop of her choice and to send us the total bill, as well as getting it professionally detailed, free of charge. Considering ***** had lived outside of Fredericton, we wanted to ensure this was rectified quickly and conveniently for her. ***** had taken the vehicle to her shop and it was completely paid for by St Croix Auto, and she declined our offer on getting it detailed to her satisfaction.

  
  

  St. Croix Auto had received a spare key for the ****** she had purchased from our head office in Fredericton in good working condition, and had sent it via mail to the client upon her request. Several days later, St. Croix Auto had received a text message stating the key had broken and that ***** had felt we were to be accountable to fix it for her. We can confirm the key was mailed to ***** in proper working condition and had been sealed in an envelope and mailed at her request. St. Croix Auto certainly feels we have done everything within our power to accommodate our customer in rectifying her concerns but we certainly do not feel responsible for a key that left in proper working and cosmetically, good condition for a replacement now. St. Croix Auto has gone out of our way to address any vehicle and detailing concerns for our customer as we would for any customer but for the key to be broken after receiving it when St. Croix Auto can confirm the key was delivered to the customer at her request via mail in proper condition, we do not feel responsible for now having to replace this key. 

  
  

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

  Thank you,

  
  

  -- 
  

  
  

  *** *****

   

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

  Customer Answer

  Date: 14/12/2022

   I am rejecting this response because:
  
  
  The key was not sent in working order as indicated by St. Croix Auto. The key was missing the key itself upon open the envelope it was mailed in. Only the fob was in the envelope. No actual key was attached to the fob. The sales person involved also seemed shocked based on his text responses that the key arrived as it did. The key was not sent right away as per the text message screen shots attached in the original complaint. The key took more the 10 weeks to be sent and received.