Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:26/04/2025

  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 received my new to me car at the end of January. Only a few days in I realized the tires were really bad.
  
  I contacted the company several times but they did not get back to me until I posted a review on google.
  
  They asked me about the tires but did not provide any solutions other than to drive to a shop over 45 minutes from my residence which was not possible with those tires. I missed two days of work because I could not get out of my driveway with less than a cm of snow.
  
  The company stopped responding and did not give me any solutions. I had to buy a used set of tires to put on the car and haven’t had an issue since.
  
  I was not expecting perfect tires but I did not expect to have to buy a set right away. After them not communicating and waiting passed the ten days I had had the vehicle, I would like them to pay for a new set of tires for the car.

  

  Business Response

  Date: 01/05/2025

  Hey ******,

  I have passed all the information on to our Customer Experience team. We are committed to looking into this and making things right. 
  
  Thanks

  

  Business Response

  Date: 06/05/2025

  Hey ******,

  The team has been in touch and I believe this issue has been resolved. 

  Customer Answer

  Date: 07/05/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23253113, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:15/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I. Was going to purchase from here but because of the bad reviews . I changed my mind

  

  Business Response

  Date: 15/04/2025

  Hey T*****

  Thanks for your feedback. We don't have any context or dealings with you directly so I'm not to sure how we can be of assistance. If you do have any questions, comments or concerns please give us a call and we'll be more than happy to chat. 
  
  Thanks!

  

  Business Response

  Date: 15/04/2025

  Hey T*****

  Thanks for your feedback. We don't have any context or dealings with you directly so I'm not to sure how we can be of assistance. If you do have any questions, comments or concerns please give us a call and we'll be more than happy to chat. 
  
  Thanks!

• Initial Complaint

  Date:22/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle through CLUTCH on October 1st, 2024 for 17,022.35, including 3 month or 6000kms warranty ($2000), delivery, fees & taxes. I received it on October 5th, 2025. During the warranty period, we heard a ticking noise coming from engine. We contacted CLUTCH on December 27th, 2024 & brought it to a mechanic to be diagnosed. The technician could not find a diagnosis at surface level, and CLUTCH was not willing to allow them to go any further to get a definitive diagnosis. Since taking an engine apart can get very costly. We had to pay $189.69. I expresses my concerns of their unwillingness to fix the engine noise, since it was still within the warranty period (which includes engine repair or replacement). As expected, the noise kept getting worst and the check engine light came on. We took it to the same mechanic & they replaced a solenoid. Upon picking up the vehicle, the noise was worst than ever. The cost was $361.58. At this time, it has been stationary at the dealership for a week because they stated it needs a costly engine teardown or replacement. Estimated cost of $7000-$12000. Had the engine noise been addressed when it was first reported (under warranty); it may not need an engine replacement now. The associated costs are nearing $18000 and I am currently without a vehicle. I suffered a stroke in 2021 and in need of a reliable vehicle to attend dr. appointments & blood tests on a regular basis. I am at a standstill and unsure what to do next. The dealership is making one last attempt to get CLUTCH to absorb the costs of the engine replacement. I hope you can help resolve this issue promptly. I have included documentation to further explain and prove my claim.

  

  Business Response

  Date: 04/04/2025

  Good morning D*****

  We have investigated the matter and at the time of diagnosis, the vehicle was within the warrantable period. At the initial visit to the repair facility, there was no faults found and no further action was taken by the shop as they identified there is no faults found. The warrantable coverage does not apply to no faults found and we are not in a position to authorize diagnostic without a confirmed fault. We spoke to the shop and they have confirmed that at the time of initial diagnostic there was no faults detected. 

  Customer Answer

  Date: 11/04/2025

   I am rejecting this response because:

  Thank you for your investigation into our claim regarding the 2018 ********* Cruze Lt. On January 9th, 2025, the technician and shop foreman confirmed a noise in the engine after taking it on a road test. We understand the initial diagnosis was limited to one hour, as per Clutch ******** ******* However, this limited time frame proved insufficient and likely contributed to the subsequent engine failure, which now necessitates a complete engine replacement or rebuild. This vehicle is essential for a 76-year-old stroke survivor, and the ongoing issue is causing significant hardship. We have already incurred costs of $189.69 on January 9th and $361.58 on March 14th for diagnosis and partial repairs, which we believe should be covered by Clutch Canada. We believe the initial diagnosis was inadequate and directly led to the current situation. We request Clutch Canada to reconsider their position and cover the cost of the engine replacement or rebuild, as well as reimburse us for expenses already incurred. 

  D**** T****
  
  
  

  
  

  

  Business Response

  Date: 15/04/2025

  Hey D*****

  Our team has been in touch with you and the dealership and is looking to coordinate repairs. I beleive we are sourcing parts and have decided to have this addressed for you. Please do be in touch if there is anything else we can help with. 
  
  Thanks!

  Customer Answer

  Date: 17/04/2025

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23102932, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:08/02/2025

  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 was in process of buying a car from clutch before signing anything I decided that it was more then I wanted to spend so I canceled my order. I was force to pay a shipping fee wasn’t told it wouldn’t be refunded. I asked for a receipt to see what I paid for and was told I wasn’t able to get one. No car was shipped and I have no idea we’re my money went.

  

  Business Response

  Date: 11/02/2025

  Hey *****

  We have refunded the shipping fee of $113.85 and that amount should be reflected on your credit card in 3-5 business days. 

  Thanks,

   

  A*** *****

• Initial Complaint

  Date:30/01/2025

  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.

  I purchased a 2015 ***** Caravan from Clutch for $13,290.00 along with the extended warranty for $5,089.00 On January 19th the van would not start. We called ***** and a representative came to assist. The ***** Road Side Assistant immediately recognized the problem was the battery, it had died. He explained that the van we purchased still had the original battery making it ten years old. The life span of the aforementioned battery is 5 years. He jumped us and informed us we would need to immediately replace it as it could no longer hold a charge and may be damaging our alternator. I made an appointment with our local shop ** **** for the following day. The next morning our car would again not start. I called ***** once more, had the car boosted and drove directly to *** ****. The Mechanics at *** **** confirmed that it was indeed the battery which was years past it's life expectancy. The replacement of the battery cost $439.99
  
  I contacted Clutch and asked for it to be covered under the extended warranty package that I purchased. I was informed that as the battery is a "wear and tear" issue it would not be covered. I have made my case that included within the cost of the extended warranty is the "Clutch Inspection". One of the main selling points of the company is that you can trust them to make sure the used car you bought is in good condition. They still have refused and have not returned my requests to settle between us. The Clutch mechanic's would have certainly known the age and life expectancy of the battery. At the time of purchase the online safety inspection marked the battery as "good" via a green check mark. This was either dishonest or the mechanic did not preform his safety inspection to the level advertised by the company. I bought the car, a very significant investment for a working class family of 3, trusting in integrity of the inspection. I am looking to have the cost of the battery refunded. Not the taxes or labour.

  

  Business Response

  Date: 05/02/2025

  Good morning J*****

  I believe our Customer Experience team has reached out and has resolved this issue for you. 

• Initial Complaint

  Date:04/01/2025

  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.

  I am representing my close friend ******* ****** that bought the car and financed it.
  
  I bought a car through clutch.ca I ended up getting a 2018 ****** WRX STI- sport tech. I didn’t end up liking the clutch of the 6 speed manual, so I wanted to either return the car get my money back or I wanted to do an exchange.
  
  The have a 10 day money back guarantee, I missed that window by one single day as the car was delivered to me on December 22nd 2024. I asked for a refund through email on the first of January 2025. I get it I was one day off from the technicality of a refund,
  
  But that’s not what I want, I wanted to exchange the WRX STI for another car which is the white 2018 ******** **** E400 4 matic. It was in stock so I wanted it, I called clutch on January 2nd 2025 to ask about the 10 day money back guarantee, the sales person informed me that I had indeed missed the 10 day window for a return but I could do an exchange. Skip a head 4 hours later I call back again after receiving an email stating that I cannot do an exchange and my only option is to keep the car or sell it back to clutch cheaper than I bought it. I know the phone call is hearsay. But I have documented proof that the clutch representative emailed me stating that I can indeed do an exchange given the circumstances. They proceeded to tell me how to start the exchange process. I have all of the emails saved to show you guys what the truth is. All I’m looking for is an exchange. I was told I could do it, but then they flip it around and say for this and that reason I can’t. This is not how business works. I need this resolved fast as I don’t know how long the 2018 ******** **** E400 4matic will be available for, I initially put the $100 deposit on the car to hold it while I was doing the exchange, but I get an email saying that my deposit failed as they are having technical difficulties, I got my friend to go on the site and try to put a deposit on that same car and they had no issues.

  

  Business Response

  Date: 13/01/2025

  Dear Better Business Bureau,
  

  As requested by the complainant, a return was facilitated, and Clutch is providing a full refund for VIN: ***************** (2018 ****** WRX STI Sport-Tech AWD). While Clutch is of the opinion that the complainant was outside the 10-Day Money-Back Guarantee period, we remain committed to delivering an incredible customer experience. We hope the complainant will consider Clutch for their next vehicle purchase.
  

  Please let me know the next steps to resolve this matter.
  

  Warm regards,
  R****** ********* 

• Initial Complaint

  Date:05/12/2024

  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.

  Purchased a 2019 ** Jetta and had it shipped from *******. Within 10 days of taking possession. I got a flat tire on my way home from work. I pull into F***** & S******* and they graciously put the donut on so I can get home. They charged me $28.79 for the service and away I went. The tire blew, I didn’t run over anything. I had to wait 10 days for new tires to be ordered, so my vehicle sat in my driveway. I called the customer complaint line looking for warranty info on my tires, if any. I was told there was 4-5mm of tread left on my tires at inspection. When I spoke with the mechanic he said there was barely 3mm. (Pictures are attached.) I sent an email to C***, with what I discovered. I was told I had to bring in my vehicle to a garage Clutch uses so they could check the tires out. I couldn’t make that work. I already had a red seal mechanic with 18 years experience measure the tread. She finally said that I could do that if the other garage wasn’t convenient for me. I got the run around and she was rude from the beginning. Everything from the tires had passed MVI in ******* ** **** ** *** to arguing how hard I drive my vehicle to accusing the mechanic of measuring the tread incorrectly to they're not under warranty to a final decision they’re NOT going to cover anything. End of discussion. I checked out the average wear on tires and it’s 1mm/8000km. I only drove 1200km in 10 days.
  I eventually contacted the CEO S***** ***** via social media as well as asking a member of their financial team to help facilitate a resolution with a supervisor via email, then with a text and voicemail follow up,(as recently as yesterday) but alas, I have been ghosted by them too. I have paid for new tires $614.89.
  My issue is what Clutch said I got and what I received are different. This incident could have been much worse. I’m thankful no one was hurt, no accident was caused. Clutch should do the right thing and pay for your misrepresentation of information.

  

  Business Response

  Date: 08/12/2024

  All tires passed provincial safety standards in both ******* and **** ******* The tires being at the claimed 3mm are above minimum safety standards. Unfortunately, a road hazard or puncture is not a warrantable defect and would definitely not warrant replacement of all 4 tires. 

  Customer Answer

  Date: 09/12/2024

   I am rejecting this response because:
  The issue is not being heard. Clutch is only focusing on the MVI passing. I’m not disputing that. I’m disputing the mm of tread left on my tires at the time of purchase/inspection. I didn’t get tires that had between 4mm-5mm left on them as per the MVI. The tires I received barely had 3mm after 1200km of city driving. I was lead to believe I got something I didn’t. That’s bad business practice. You also dont replace only 1 tire when the treads are that low. You should replace all of them. Which is what I did. I don’t think I’m being unreasonable in my request. I’m asking you to take responsibility for an error on your part. Do the right thing and save face with the customer. *** *** ** *** ******

   

  
  

  

  Business Response

  Date: 23/12/2024

  Hey S********* 

  Unfortunately, we have no way of confirming the tire tread depths at the time you've reported the tire blow out. Tire blow outs are not a covered component. The tires measures at the listed mm reading at the time of our inspection and are well above that of ******* safety standards and MVI standards. With a FWD vehicle, all 4 tires would not have to be replaced due to 1 tire blowing out and we are not prepared to reimburse for any expenses incurred due to a tire blow out. 

   

  Customer Answer

  Date: 23/12/2024

   I am rejecting this response because:
  I understand that you don’t want to take responsibility for the tire tread measurements, however if you would look at ****** ***** and understand that it would not be possible for me to wear that much tread down in 1200km. 1mm of tread/8000km is average. Instead we are going in circles about MVI and warranties. 
  if you read the letter from the mechanic at ******* * ******** they recommended I change all 4 tires, because they were so worn down. Any mechanic that had a conscience and cared about their clients would have done the same thing in that position.

  I believe I’m not getting anywhere with Clutch because I didn’t comply and go to the “clutch approved” mechanic. I couldn’t get in when I needed and I couldn’t leave my car sit in my driveway or at their mechanics spot while a decision was made on how to proceed. I own my own business and time is $$. I was told it would not be an issue to go somewhere else that was more convenient for me, so I did, and I’m not able to make any headway with this incident. This is posing a huge moral issue for me. What is disconcerting the most is that clutch is not even offering to meet me half way, not even accepting the facts, just looking at their bottom line. I guess customer service/satisfaction means nothing to Clutch or their reputation.

  Ill be ********** ** ****** regarding the next steps if this is not rectified by Dec 24.

  
  

• Initial Complaint

  Date:28/11/2024

  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.

  I have approached clutch.ca business to purchase a vehicle.
  
  The vehicle has been delivered to my address on Nov 8, 2024. With an odometer reading of 113439 KM. I drove the car for a 104 KM until the car broke down and wouldn't start, I contacted the company seeking a resolution for this, they claimed they checked the battery before sending me the car and that the reading was normal and they refuse to cover the cost of replacing the bad battery.
  
  Their claim as baseless because they could have simply charged the battery and measured it with a voltmeter and sent it in the car, there is absolutely no professional mechanics shop that agrees with them that a battery would fail after 100 Km of driving. I am arguing their false representation of the state of the battery they sold me with the car.
  
  They also claim that " components such as battery, wiper blades, brake pads and rotors are not something that can be covered under warranty due to them being part of car ownership/general maintenance."
  
  So despite the fact of having 3 months warranty through them or 6000 Kms coverage, they refused to own up to their mistake and right the wrong, I seek a mediator in this situation as it is completely unjust and their justification is unfounded. I didn't degrade that battery in 100Kms. I didn't ask to be sold a malfunctioning battery and I feel terribly inconvenienced that my job and means of transportation is broken down due to no fault of my own. Please intervene and advise accordingly, I intend to file * ****** ** ***** if they don't correct their wrongdoing.

  

  Business Response

  Date: 29/11/2024

  Good afternoon A****

   

  Our team has been trying to reach out to you since yesterday afternoon. Someone has been in touch and I believe your concern has been resolved. 

• Initial Complaint

  Date:30/10/2024

  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.

  I purchased a vehicle from Clutch on September 7th, 2024.
  I originally put a deposit on a ****** of $100. I cancelled the purchase of this vehicle as I decided it was too expensive and I did not want to pay that much for a car at the moment. When I placed this deposit I consented to have my credit checked for financing options and when I placed the deposit and filled out the application for financing I put a $0 down payment as I did not want to pay one.
  Within the following two weeks, I placed a deposit on the vehicle I currently have now & the dealership used the same credit application as it within 30 days. I requested a $0 down payment option for this vehicle as well.
  I ended up being approved for this vehicle (30K over 66 months 10.23% interest). The day of delivery, the sent me an e-document of the bill of sale to be signed. Before I could completely review and sign this document, they had arrived with the vehicle. They also have a physical copy of the bill of sale with them on delivery, so I go through the process to sign the document and complete the purchase, when I am asked how I will be paying the downpayment of $4000.
  I am taken aback as I am unaware where this $4k came from, as it was not at my request. Nobody had answers. I paid the $4k as I was told that if I did they would have to run my credit again, take the car back and change my whole financing terms. My credit already took a major hit, so this would be impactful to the purchase of the vehicle.
  I made multiple attempts to get information from where this $4k came from as it was not per my request. I contacted the lien holders ******* ****** ********** and they told me that it was not at their request either & they have no record of me even paying $4k as a downpayment. The only thing they know is that the submitted cost of the vehicle (the total of my loan) is $26k. Which does reflect a deduction of $4k, but why is the bank aware that the original cost of the vehicle was $30K? Photos to follow.

  

  Business Response

  Date: 01/11/2024

  I have attached the bill of sale as an attachment. This deal was processed with a $4000 down payment. This BOS was available to you prior to delivery and was sent over for review. Unfortunately, there is no further action on our end. The 4000 down payment is included in all funding and loan amounts. 

  Customer Answer

  Date: 01/11/2024

   I am rejecting this response because:
   I understand it is on the BOS, which I only received/signed day of delivery, when I was made aware that I was going to have to pay $4000. I did not say from the beginning of this purchase that I was willing to pay $4k and it was never reflected in my finance application. So yet again, where did this $4000 come from is the question? Why can nobody tell me what happened along the process to explain how it came to be a requirement that I pay $4k? ****** ****** ********* also confirmed that this down payment was never submitted with my finance application and they are not even aware that I made a $4000 down payment, so how is it included in loan amounts? I need an explanation as to how the result was me paying a $4000 down payment when it was not at my request nor my banks request as a requirement for me be approved for this loan. 
  
  

  

  Business Response

  Date: 04/11/2024

  Good morning,

  The lender should see the $4000 down payment reflective on your loan documents. Given they have funded the deal, all down payment, loan term, interest etc. information will be with the bank. The down payment is reflected on the bill of sale and is on all signed funding documents. 

  Customer Answer

  Date: 04/11/2024

   I am rejecting this response because:
  
  
  As you should be able to see from the attachments I previously submitted, the bank does not have my down payment noted. They sent me a transaction history (that I have included) and that only has the cost of vehicle. This does not include the down payment. If the bank was aware that I was paid a down payment, this could've changed my financing terms. 

  I also am still yet to figure out how the $4000 came about in the first place. As mentioned multiple times, it was not in my original finance application or at request at the bank. So why did I have to pay something that was not requested? I understand that it is listed on the bill of sale, that I received day of delivery. Once again, I only paid the $4000 because if I didn't I would have to redo the whole application process with a lower credit score due to the impact of the first credit check, which would in turn, affect my financing terms. 

  I still do not have an answer of WHERE the $4000 came from in the first place. Why can nobody give me this information? In the previous emails that I have attached they said it was attached to the original deposit I placed, which is also false? I request $0 for both vehicles I placed a deposit on. Then they stated in the email that they no longer have access to these documents due to privacy reasons/deleted documents, so how did clutch come to the original conclusion that it came from a previous deposit if they do not have access to the documents? 

  Someone needs to explain where the $4000 down payment came from. 

• Initial Complaint

  Date:17/09/2024

  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.

  On Aug 24/24 my husband & I placed a $100 deposit to hold a vehicle on CLUTCH. CLUTCH responded on Aug 24 directing us to "Next Steps" online to continue the purchase, including financing steps. We completed the steps which included estimation of the trade-in value of our current vehicle.
  
  On Aug 31/24 the CLUTCH Rep (******) confirmed Finance approval & noted the vehicle would be transported from their location in Ontario to the Bedford NS office to arrive Sept 4/24. We completed the online BILL of SALE which confirmed purchase, biwkly payment & delivery expectations from Toronto to Bedford NS.
  
  Around Sep 1 ****** emailed my husband to say the delivery of the vehicle was delayed to Sep 5/24.
  
  On Sep 4/24 ****** called to say there was an issue with the trade-in estimate we provided. He then told me he made a mistake in that he did not verify the estimated value when he submitted the financing papers to the lender CIBC (noting he did not ask us for a lein buyout letter). Because of this, he said our biwkly pmnt would increase about $20; we reluctantly agreed.
  
  On Sep 5/24 ****** called saying they were attempting to make the deal still work as there was bigger cost difference than expected. He suggested removing the cost of the extended warranty plus the $500 transport fee but said it still left a $1100 owing which we would be required to pay. We said we could not afford that added expense along with removing the peace of mind of an extended warranty on a 7-year old vehicle. We advised we completed the online bill of sale based on a $20 increase in payment. We let ****** know they changed the deal because of their error putting through financing & not asking us for a lein buyout letter. We requested our deposit & delivery fee returned. ****** confirmed we would get the $100 deposit refunded but not the $499 plus tax delivery fee.
  
  The error falls with CLUTCH for not verifying all submitted information following process before commencing financing approval.

  

  Business Response

  Date: 24/09/2024

  Hey *****, 

  I believe James from our team has reached out and has resolved this issue for you. If there are any additional issues, please give us a call. 

  Customer Answer

  Date: 24/09/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22296071, and find that this resolution is satisfactory to me.