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:02/11/2023

  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.

  I purchased a 2018 *** Rio EX from Clutch and the order number is C-NEAQVG29. I have had so many problems with Clutch ever since I purchased the car. First of all, when the car was sold to me, the tires weren't aligned and the car made a rattling noise. After lots of back and forth, Clutch agreed to pay for the alignment but wouldn't do anything about the rattling noise as it didn't impact the drivability of the car.
  
  Now, only after driving the car about 9,000 kilometers or so, the back brakes and rotor pads had to be replaced as they were completely deteriorated. I have tried numerous times to have them handover the 210-point inspection report (performed by Clutch) and the MVI report completed during the inspection of the car but I still haven't received them. The 210-point inspection report is included in the service fee that I paid as well.
  
  I am trying to figure out why the back brakes and rotor pads weren't replaced when the inspection was passed and how can they deteriorate so fast that all the back brakes and rotors had to be replaced as they had deteriorated to a dangerous level. I want Clutch to hand me the requested documents, and pay for the repair charge of the replacement of the back brakes and rotor pads.

  

  Business Response

  Date: 06/02/2024

  Good afternoon *********, 

  
  

  We strive to ensure every vehicle is meticuliously inspected and meets all local safety standards and are safe and fit for the road. In regards to your recently purchased Kia, the brakes were above MVI standards and passed at the time of inspection. With all things taken into account we have reimbursed you for the replacement of the brake pads and rotors and have reimbursed you for the repairs. We hope this closes this complaint and if there are any further issues feel free to contact us. 

  
  

  Thanks

• Initial Complaint

  Date:31/10/2023

  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.

  Car purchased online and delivered May 5, 2023
  October 31st, 2023
  Car was purchased for $12419.00- including accessories, installation and other costs. Just brought car into my mechanic to have winter tires installed
  1) Wheels have anti theft locks on the tires, lock nut was not provided and refuse to send me one when I said it wasn't given to me or "in the glove box" like they suggested
  2) Catalytic converter rear flange rotted! Should not have been sold to me in this condition, dangerous and Ontario does have emission laws (Ontario's Drive Clean)
  3) leaking transmission cooler line at radiator- transmission lines rotted and corroded
  Their response:
  Hi Corrina,
  Thank you for reaching out to us regarding the concern with your 2014 Nissan Versa Note SL. We understand how difficult this situation can be, and we appreciate your patience as we completed a thorough review.
  To follow up on what **** sent you, You purchased the vehicle from Clutch on May 6th, 2023 with a mileage of 140,537km and Clutch provides a complimentary 90-Day Protection Plan, the terms of which are included in the Bill of Sale. We are writing to you to confirm Clutch’s position regarding the concerns submitted on October 30th, 2023 with a mileage of 143,119 km. The repairs have been reviewed under the 90-Day Protection Plan and are not covered under warranty.
  The vehicle had been inspected (3 times) and a safety inspection prior to the day you had the received the vehicle and confirmed the car was safe for the new driver.
  With that being said, You do have extended warranty for any mechanical failure via First Canadian (claims line: 780.410.4546), and suggest reaching out to see if this concern is warrantable!
  **** ***** (He/Him) Customer Experience Team 866 275 4609 [email protected]
  I spoke with their warranty department and they are refusing to pay too and said to talk to customer service, whom I spoke to and they said to fill out a claim which I have done and this was the response (above)

  

  Business Response

  Date: 06/02/2024

  We have reviewed all the information that relates to this vehicle and unfortunately we cannot proceed with a warranty claim. At the time of sale, this vehicle passed all MTO safety standards and there were no leaks, rotted or broken exhaust flanges at the time of inspection. With that being said, most warranties within Canada do not cover any failed components due to rust. All wheel locks are provided at the time of sale and we cannot cover a wheel lock 5 months after the fact. Unfortunately in this case there is no further action in regards to a warrantable repair on Clutch's end. 

• Initial Complaint

  Date:13/09/2023

  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.

  Overall, the experience was smooth, but Clutch's excessive service fees were a concern. They charged 899 CAD (pre-tax) for a 210-point inspection, which they promote heavily.
  
  However, the reality didn't match their promotion. We found significant uncleaned garbage in the rear seat, including biohazardous items and coins. Paint peeling and minor damage on the right rear wheel hub and battery corrosion were discovered, not disclosed in the inspection report.
  
  There was also an unpleasant odor in the car. Clutch's 210-point inspection fee was much higher than the market average (899 + tax vs. 50-100 CAD).
  
  Numerous oversights in their inspection impacted our experience, leading to additional tasks and unagreed-upon imperfections. We demand a refund of the 210-point inspection fee, as it's mandatory for Clutch vehicles.
  
  Additionally, an unfair cash processing fee of 696.15 CAD + tax was charged, with no alternative options. We request a refund for this charge to restore fairness.
  
  We also request financial compensation for undisclosed vehicle issues. We are open to discussing the refund/compensation amount.
  
  We emphasize that this complaint is not directed at the employees who did their job well, but rather at unfair pricing, inspection oversights, and undisclosed defects. We expect no retaliation against the employees.

  

  Business Response

  Date: 22/09/2023

  Dear ***,

  It was a pleasure speaking with you this week and working together to resolve the matter to your satisfaction. I'm delighted to hear that you have received the $500 goodwill compensation via e-transfer and that you appreciate our coordination and commitment to addressing the issues swiftly. At Clutch, we take great pride in ensuring that our customers' concerns are handled with utmost sincerity and efficiency.

  Your decision to refrain from pursuing the same complaints externally is truly appreciated, and we are pleased to know that you are willing to consider closing the case with the Better Business Bureau (BBB) amicably, as we previously discussed. Once again, I would like to thank you for your time and feedback. This is invaluable to us as we strive to continually enhance our services.

  If you have any further questions or concerns in the future, please do not hesitate to reach out. We are here to assist you.

  Wishing you a wonderful evening,

  ***
  Manager, Customer Experience. 

  Customer Answer

  Date: 22/09/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20598197, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:19/06/2023

  Type:Delivery 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.

  My Story is about How I was treated at clutch, I bought a 2016 ****** Rogue and from the beginning the service was poor. I wanted a *** 4 but was told it was unavailable. I ended up settling for a rogue and it was a long process. I got it on May 5th and I started the process on the 19th of April. I rushed and left work early to pick it up and they told me that they weren't expecting me. I drove over 300km and confirmed I was coming to get it this day. I got there and was told I would have to pay $1500 as the check engine light was on my Dodge Dart that I was trading in, I told them it was the gas cap, but I was walking away. They waived the fee, I finished the paperwork and left. I got home and noticed the body had a lot of scratches, including the headlights. They Ignored my concerns and would not respond to my text messages, I was Debited twice from my old finance company and they also refused to address the Issue. No one from their customer service team has contacted me since.

  

  Business Response

  Date: 27/06/2023

  Hi ****, 
  

  Clutch is built on complete transparency and we highlight all major cosmetic damage on our website. We hold the highest standard for the mechanical integrity and safety of our vehicles however minor imperfections are the reality of a pre-owned vehicle. We want to deliver the highest value to the customer so our prices reflect the most accurate market price considering those imperfections. Our 10-day money back guarantee, the details of which are included in the bill of sale, ensures that every customer has the peace-of-mind to make sure the vehicle meets their standard. 
  

  You purchased the vehicle from Clutch on May 5,2023 and contacted us on May 25,2023 regarding the cosmetic concerns. We informed you that we were unable to accept the return for a full refund, as the vehicle was outside of return parameters. In addition, we did our best to help you during the original transaction and not deduct any funds for the check engine light present on the vehicle you traded in. We also ensured that the loan with your old finance company was paid in full and advised you on June 9, 2023 to contact the financial institution for any reimbursement owed for the payments that were deducted.
  

  
  

  Customer Answer

  Date: 27/06/2023

   I am rejecting this response because they are not offering a solution
  
  
  
  

  

  Business Response

  Date: 28/06/2023

  Our 10-day money back guarantee, the details of which are included in the bill of sale, ensures that every customer has the peace-of-mind to make sure the vehicle meets their standard. You chose not to take advantage of this within the 10 day return period. We confirmed that we could accept the return as per the terms agreed on during the purchase. We advised you could sell the vehicle privately or to another dealership based on the best offer provided. 

  With that, we have attached the proof of payment that was made to **** Auto Finance with respect to the outstanding loan. The balance was paid in full to **** Auto Finance and any deduction they have made from your account would be best resolved by getting in contact with them directly. This would be the best method for a resolution. 

  
  

• Initial Complaint

  Date:14/06/2023

  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.

  Date of Purchase: April 22nd 2022
  Purchase Price: $27,090.79
  Item Purchased: 2014 ****** Rav 4 VIN# ****************
  
  Issues: Vehicle 1 year prior to purchasing at the ******** Park ****** in Alberta did a diagnostic on it and said to the owner of the vehicle it needed a new transmission this is a $7,200 repair.
  The owner did not get the repair.
  
  I purchased this vehicle just over a year ago and Clutch said they did a 360 full vehicle inspection and said there were NO issues with the SUV when I purchased it. However when I brought it into a dealership here in Vancouver a few months ago they said showed me other wise as my vehicle has been having issues driving. When I brought the vehicle in they told me it needs a new transmission and also that the battery in it was the wrong voltage for the vehicle.
  
  Clutch has refused to take accountability for this and I want my vehicle to be refunded in full or for them to pay me $8,000 for these repairs.
  
  Attached are documents that support my above claims from the history of the vehicle to the diagnostics.

  

  Business Response

  Date: 26/06/2023

  Thank you for reaching out to us regarding the current vehicle failure with your 2014 ****** Rav4 - VIN # 2T3DFREV0EW130470. We understand how difficult this situation can be, and we appreciate your patience as we completed a thorough review. You purchased the vehicle from Clutch on April 22, 2022 with a mileage of 132,495 km and Clutch provides a complimentary 90-Day Protection Plan, the terms of which are included in the Bill of Sale. We are writing to you to confirm Clutch’s position regarding the transmission concern presented in May 2023, these repairs are not covered under the 90-Day Protection Plan. On May 18, 2023 you submitted screenshots to Clutch from *** ******** ****** which records the vehicle at 152,179 km and stated there is a concern with transmission. This has been reviewed under the 90-Day Protection Plan and is not covered, as the vehicle is significantly outside of the warranty parameters which limits claims to either 90 days or 6,000 kms, whichever comes first. Additionally, we noted that the vehicle has been driven over 19,000km, which would not be possible if the current failure with the transmission was present at the time of sale or within the 90 day, 6000 km warranty. We understand this is a difficult situation and we hope that you understand that our decision is based on the warranty terms.

• Initial Complaint

  Date:20/10/2022

  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.

  Have contacted clutch.ca numerous times over the last 2 weeks trying to get them to reverse charges they made in error by billing multiple times (4) for a singular transaction. I have received refunds for 3 of them however clutch.ca is ignoring my emails in regards to the 4th transaction.
  
  Furthermore, they also charged the incorrect gst/pst rate for a vehicle, failed to take off the pst on a used electric vehicle. This was the reason I canceled the purchase.

  

  Business Response

  Date: 16/11/2022

  Hi *****,

  
  

  Thank you for getting all of the information over to me. I have since looked into everything further to ensure all funds were refunded to ****, my accounting team has confirmed all funds have been refunded to ****. The cause of the confusion was a bug with our system which initially took four deposits, and when refunding only refunded three of the four when indeed should have been all four because the deal was cancelled. As mentioned all funds have since been refunded to **** and there should be nothing Clutch is still owing. 
  
  For the tax exemption on the vehicle, I did look into why we were unable to honour the tax savings and it is because the vehicle **** was interested in had less than 6,000km on it which would make it excluded from the government tax exemption of a used EV. The vehicle would be taxed differently due to it being a full electric vehicle, but with the vehicle only having 174km on it, it was excluded from the full tax exemption the government offered for used cars. 
  
  As mentioned all funds have been returned to this customer as we really have no value in keeping a customer's funds when they have not made a purchase with us. I hope this helps clear things up, the refund has since been issued to the customer and the tax exemption could not be honoured due to the mileage on the vehicle only being 174km. 
  
  Please let me know if there are any other questions as I would be more than happy to assist. 
  
  Kind regards,
  

  ******* ******** (He/Him)

  Advisor, Customer Experience

• Initial Complaint

  Date:16/08/2022

  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.

  I have started to finance a **** ***** ***** from clutch. Was delivered to me site unseen. (As their website works)
  Driven the car up untill July 23, when the engine started to make a louder ticking. Went to try and resolve this issue, got a run around from clutch about a rental car; told to ask my extended warranty company to get a rental, but got denied the warranty and they cut off the contract after finding out the car I was sold was modified upon purchase. So they told me to call *****, ***** told me to call ***** Canada . ***** Canada told me after 10 days to call the dealer I got the car from. I am now out of a car , 20+ kms from a grocery store , I have a 2 month old baby (reason why I bought the civic) and now clutch is saying they don’t want to help or fix the car. In the disclosure they provided it stated ( NOTHING TO DISCLOSE) but as ***** told me it has been previously tampered with and modified.
  Asked them to pay for repairs and they denied . Paying $74,000 for a car with a msrp of 32-$38,000 brand new. And now I have to pay nearly 20,000 to fix the engine of a $30,000$ Car

  

  Business Response

  Date: 19/09/2022

  We have further reviewed your claim under the 90-Day Protection Plan for your **** ***** ***** Type-R and we continue to deny coverage under Section 6 based on “Breakdown caused by or involving off-roading, misuse, abuse, lift kits, lowering kits, oversize or undersize tires, racing components, racing, or any form of competition.”  
  
  As we have previously communicated, Clutch has determined that you have engaged in “misuse, abuse” of the vehicle which caused the damages and that you had had the vehicle’s on-board vehicle data logger reset. This vehicle was delivered to you in July 2022 after passing the Ontario safety inspection.
  Please note that any claim under an Extended Warranty plan is determined solely by ***** ******** ********* *****, not Clutch and you should discuss any denial of coverage with them directly.
  
  

  Customer Answer

  Date: 20/09/2022

   I am rejecting this response because:
  
  
  As u can see it says nothing to disclose , it should have said “ vehicle has been previously reflashed, had previous modifications, and is sold with aftermarket parts. Because first Canadian has canceled the policy due to the car having modifications.example , the cold air intake that was on the car (the one u sold me ) that being said they don’t cover me anymore, and you’d have to take responsibility, ASWELL as i have not touched anything on this car to modify it in anyway, I would like you to prove to me that I touched anything , because I didn’t and I have proof that I didn’t , that being said, and let me make this very clear , I would like proof that I or somebody else has done what your saying to this car, as I previously stated I live just over 40 kms away from Kawartha lakes ***** , so when they said something about tampering with something 20km away, that was when I stopped at a second shop to get diagnostic and they connected their computer and wanted to reset everything in order to see if it would fix the issue with the car. So again,  please show me proof. Because there isn’t any