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:29/04/2024

  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.

  Feb 1 - received vehicle Feb 29 - Went to register the vehicle with ***, unable to due to not having registration paper. 1st Temp plate expires March 1. March 4 - Called no answer March 11 - emailed about registration paper, had called a week prior Received 2nd temp plate via Purolator March 31 – emailed saying I still did not receive my registration yet and had less than 2 weeks on my 2nd temp plate April 2- Had appointment for new tires & alignment, as my brand new winter tires that came on the vehicle had worn so bad the wires were showing. The mechanic put my vehicle on a lift and showed me everything wrong and couldn’t do an alignment until after these issues were fixed. It was things that on my inspection before receiving the vehicle said were fixed. I have photos for confirmation. I called and talked to the manager and he said to get a quote and send it to them. I did. Nothing has happened yet. April 8 – Sent text a few days prior no response, emailed still no response April 9 – emailed no response April 15 – Temp plate had expired on the 13th, still no response April 17 – Emailed for the last time, no response April 18 – Emailed Motor Vehicle Nova Scotia, they cannot help me, told me to have the dealer do it.

  Business Response

  Date: 29/04/2024

  I requested a copy of the quote with the total cost of the work on the 15th and still have not received anything. My hands are tied until I receive this, the quote I have only shows what work but no the cost.

   

  Thanks

  Customer Answer

  Date: 29/04/2024

   I am rejecting this response because:
  We did send the quote on April 3rd and was told it was being forwarded to the manager ******* ****. I have attached pics to confirm this. We are also in extreme need of the blue registration paper that the dealership sent to the wrong place and we still have not received. We can't drive our vehicle because we can't legally make it ours and have been making bi-weekly payments on it.
  
  

  Business Response

  Date: 30/04/2024

  I have received a quote without a dollar amount of what the work would cost, it only outlines the work itself! If you would like to email me directly to [email protected] I will be more than happy to help.

  Cheers,

  Customer Answer

  Date: 30/04/2024

   I am rejecting this response because:
  Yes I will email you directly with the quote. My other major concern is the registration paper. I have not received it. I need it to legally make the vehicle mine.
  

• Initial Complaint

  Date:19/12/2023

  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 have gotten a car from carEvo about 4 months ago and it has given me nothing but issues since literally day 1, it broke not even 24 hours into “owning it” it continues to break, the cars engine blew, turbos blew, Cadillac converters blew, seals have been ruined, and now the alternator belt is being eaten by the SERIOUS ENGINE ISSUIE. I look after 4 children and this car isn’t safe for the kids to be in. he could careless he said they’d replace the engine with a NEW one ! It’s used! And it had a serious tick, I have notes provided by another mechanic and all paperwork from previous mechanics on work that’s been done. They are dishonest and avoid to help me further with this 2015 Chevy Cruze. I am beyond frustrated about how unfairly I have been treated by **** piro. Who has been nothing but rude to me. It’s been in the shop 5 times now, I have barely driven it, please I need some help with this car.

  Business Response

  Date: 20/12/2023

  Attached are the invoices totaling over $12,000 that Carevo has spent fixing ****** ******* vehicle over the past 4 months and the safety inspection done prior to delivery! Her vehicle was sold to her for $11,500 so we have spent more money fixing it then we sold the vehicle to her for, if that is not taking care of our customers I really don't know what is! 

  Customer Answer

  Date: 08/01/2024

   I am rejecting this response because: when I got the car, in Nova Scotia there is a cooling off period to decide if I want it, it blew up and I wanted it sent back that day and they made it impossible from here on out, worst customer service experience I have ever had, I feel bullied by **** **** and I will fight until I win, I know my rights and I will not get messed around from this crooked car sales man/company. I have no faith in putting little children into this car and it is unsafe. My life and these children’s lives are at risk, and my job. 
  
  

  Business Response

  Date: 10/01/2024

  As I stated before as far as Carevo is concerned this issue has been resolved! We have gone above and beyond what any other used car dealership in North America would have done!! I have facilitated every repair and provided a loaner vehicle for each instance to help and she is clearly ungrateful for the $12,000+ we have spent. I think we have proved we are not in the wrong here! Please remove the review as it is baseless and unfounded!

  Customer Answer

  Date: 11/01/2024

   I am rejecting this response because: I have asked for a different car since day one when it literally stopped working.. you went out of your way to “look” for cars for me that you know wouldn’t suit my needs, my only two things I asked for when I was in contact with you guys originally was a safe, reliable car and for it to be good on gas, I was failed miserably and to this day you guys still think this is good customer service? So sad the way your treating someone. Also keep in mind I was more the nice to you guys on multiple occasions, I went into your office for a meeting with *****(as planned the day before) you made sure that I wasted a good hour with a baby sitting with me to come and tell me he was in meetings all day. You are truly in the wrong here. You haven’t actually tried to help, you are rude and a bully for even treating someone like this.  
  
  
  

• Initial Complaint

  Date:13/11/2023

  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 talked to ***** at carevo auto on Nov 8th inquiring about suvs he asked me my name, address and where i work i asked him whats the reason for asking me this and advised me that he was doing a soft check and it would not go on my credit report or hurt my credit i told him that i did not want him doing anything that would hurt my credit as im tryin to build it up. So now I get an update from Borrowel stating that i have 2 new inquires on my credit report one with Dartmouth hyundia (which they had permission to do) and one from Carevo Auto he did a hard inquiry in which he did not have permission to do i advised him multiple times not to do it he advised me that he would not do it without my permission. Now i have this added inquiry on my credit report when i did not give permission to have it done. I have never been to Carevo Auto and only talked to ***** through text msg and calls because my friend told me to call him i know my rights and he acted outside of his authority in a way that impacts my credit score and i do know that a lender cannot access my credit report without my permission

  Business Response

  Date: 24/11/2023

  This issue is resolved, I called ******* and filled out the necessary paper to have the inquiry removed! I apologized to the customer and setup up re-training for *****.

   

  Thanks,

  ******* ****

  Customer Answer

  Date: 24/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20861618, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:20/09/2023

  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 received a vehicle in Newfoundland from Carevo in August 2023. There was a folder that advised the inspection would be in the glove box. I went and looked and there was nothing. I contacted the people on August 29th from Carevo and they advised they didn’t have it yet. Inspections are invalid after 30 days. It is now September 20th. They have told me they will pay for an inspection. I have my car sitting a garage waiting for them to pay and they are not answering me at all. I was told my vehicle would come inspected which is was not..it is my only vehicle and I have 3 kids.

  Business Response

  Date: 21/09/2023

  Hey *******, 

  I am terribly sorry that you have been unable to get ahold of anyone on our end!! We are more than happy to make payment for the safety inspection, I will be calling you shortly :)

  Thanks,

  ******* ****

• Initial Complaint

  Date:18/08/2023

  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 bought a Mazda CX-5 car from Carevo. They sent pictures of the vehicle and a description of that car. According to the report, the car had an auto starter, heated seats, no scratches, a radio/speaker that works excellently, an AC works etc. I bought the car, and I received it at 8:30 pm in May 2023. 1) I inspected in the morning and found a small dent driver's side of the car where you open the door. 2) driver-side heated seat does not work. 3) Car Starter does not work 4) after some time, I turn the radio on and make static noises. Speakers are gone. 5) AC does not work well, making a weird noise when you turn it on. AC issue I did not get a chance to tell them, as they stop answering my phone calls and emails. Very unprofessional. To sell the car, they did an excellent job but didn’t want to take responsibility afterwards. I have repeatedly texted and called them about this problem, and they said to take it to the dealer and let them look at it, and they will reimburse the cost. I explained that I do not have funds, so I asked them to cover in your company name. They stop taking my calls and text messages. I finally complained to the Carevo website and I got a response from Matthew Piro, a Sale Manager and who said, “ Hey *******, Please take your vehicle to check the issues out, and we will reimburse you for the diagnosis! Once we have the quote, I will submit it to the accounting team for approval! Cheers” This is the last transaction I received from them on June 6th, 2023, and I have replied a couple of times but no responses from calls or emails now. I need help resolving this issue and want to ensure they do not sell vehicles with false descriptions. Their sales agents sell does not do their job, and the purchaser has to suffer for it afterwards. They got their money, so now they do not care about anyone. That is not how they should do business. I need help resolving this issue, and please thank you. ******* *****

  Business Response

  Date: 19/08/2023

  We called and addressed the issue with this customer and at the time agreed to a payment of 150$! Attached is the payment request which was sent to the customer!

   

  Customer Answer

  Date: 21/08/2023

   I am rejecting this response because:
  I have attached a screenshot of the email that states they will provide me with funds to fix the issue. That said, the $150 they sent was for the promise that comes with the purchase of a car that they will provide a gas gift card which is what $150 is for. They did not say anything about fixing the car payment. This is false information. 

  I would like them to keep their promise of our phone call conversation and email and text messages.

   

  ******* 

• Initial Complaint

  Date:21/03/2023

  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.

  We went through the financing process for a vehicle in October of 2022. Two weeks after the car was delivered, we had the passenger side rear strut mount dislodge completely from the body. Our mechanic advised us at this time, that the vehicle did not pass 1 inspection, let alone 2 that the dealership advised had been done. ($300) At the time we were told that we were able to get the car, we asked if it could be delivered with winter tires. When it was delivered, it had 4 almost bald winter tires installed, that alone would not pass inspection. One morning in January, we attempted to start the car to go and do errands, and it would not start. We were able to get a boost to get to our mechanic to install a new battery. ($300). At the time of having the new battery installed in January, our mechanic did due diligence and checked the alternator/starter, and those were working fine at the time the new battery was installed. At this time, we have come to the conclusion that we need a new starter and this is not a repair that we have the funds to cover. ($700 - $1200). We thought we were getting a car with all known repairs taken care of prior to delivery. At this time, we have a car sitting in our driveway that is unable to be used. No one is helping us with the situation at hand. The dealership has not responded to any form of communication (phone or email). We don't know where to turn. This is our last resort. The financing company has advised that I should have contacted the Dealership when the strut mount was replaced, and I had done so, but they completely refused to help as they indicated that they put too much money into the car to get it ready to come to us. The vehicle should not have passed any inspection due to the bald tires, and the strut mount that could have clearly been seen as damaged if it had gone through a proper Nova Scotia Motor Vehicle Inspection. I have text messages from the salesperson at CarEvo if need be.

  Business Response

  Date: 21/03/2023

  As far as I am aware the only thing brought to managements attention was us making this customers first 2 payments which I have attached proof of payment. That being said usually anything within 30 days of delivery (while this is not a policy) we are happy to help the customer with, but where we really have no idea how the customer is driving the vehicle while it is in there possession and the vehicle was safety inspected twice before delivery there is always exceptions...As for the starter, this is a wear and tear item and it can literally go at anytime which is why no after market warranty will not cover it. I am struggling to understand why we would need to take this vehicle back or cover the cost incurred on this used vehicle with approx 180,000 kms on it at the time of sale. All I may be able to do is potentially look at the option of trading them out of said vehicle if that is an avenue they would like to explore.

   

  Thanks

  Customer Answer

  Date: 21/03/2023

   I am rejecting this response because:  it is not acceptable.  The vehicle was clearly sold to us without having 1 inspection, let alone 2. as per our mechanic. I understand that the parts that needed to be replaced are wear and tear parts, however, these parts, notably, the strut mount was worn prior to delivery on November 17, 2022.  The strut mount came off the body of the vehicle on or about December 1, 2022.  This is well within 30 days.  If the vehicle was truly inspected twice, why was this not repaired/replaced properly at that time? 

  
  

  I had sent an email to ******* **** at CarEvo after the strut mount was replaced but did not get any response.  Before filing this complaint, I attempted to reach them by phone so I would not have to go this route, however, it seems they have blocked my number and do not return my voicemails or email communication. We have all text communication at time of the deal being made.  ****** advised that the car would be in "Perfect" condition.

  
  

  This is not acceptable for being told that I would be sold a road worthy vehicle, and I am not paying for a vehicle that is currently undriveable.  

  
  

  The vehicle that was sold to us was not in proper road worthy condition, as was stated by ****** (the original salesperson).  He also advised that the vehicle would have a full 1 year warranty.  We found out that the vehicle does not have a full warranty, only a Powertrain system warranty.  The parts that are included in that warranty are the ONLY parts on this vehicle that were replaced with brand new.  

  
  

  We no longer wish to make payments on this vehicle and it needs to go back to the dealership that sold it to us, although, if this happens, it will probably get sold to someone else in the exact same condition.  

  
  

  Car Evo has more documentation than simply providing us the first 2 payments.  As soon as we found out the strut mount was no longer attached, we contacted ******* **** to advise.  He advised at that time, "We will not be able to cover the cost of the repair since we put too much money into the car to get it ready to be delivered".  This is a direct quote.  We certainly don't trust them enough to trade out the vehicle.  We believe that they would purposely provide us an even worse vehicle.  We would be happy if CarEvo would simply come good for the repairs required.  

  
  

  Thank You! 

  Business Response

  Date: 30/03/2023

  Attached is the invoice for repairs done to the vehicle prior to sale in order for it to pass the safety inspection before delivery! So despite what they may have been told by their mechanic the only reason why, according to our mechanic, the strut mount becoming detached would have to be the way the vehicle was being driven or if they hit a large bump or pothole! 

  
  

  That being said, the fact that it happened within 30 days of purchase I am willing to entertain the idea of reimbursing them for this cost if they can provide a receipt showing proof of payment for this repair.

  
  

  I really must say that I do not appreciate the implication that we would go out of our way to sell a vehicle without it being safe to drive! I can understand that certain situations can be frustrating but that is no reason to paint our company, which has helped thousands of Canadians who can't get approved anywhere else get into reliable vehicles! With this in mind I am still offering to look into helping them get into another vehicle if that is the route they would like to take.

  
  

  Regards,

  Customer Answer

  Date: 31/03/2023

   I am rejecting this response because: it is still unacceptable.

  
  

  Please find attached copies of receipts for repairs done for strut mount and new battery as well as images of the damaged strut.

  
  

  When we had the strut repair done in December we immediately notified ******* Pirro about the issue, however, we have had no response to the email sent with photos of the damaged strut.  Again, our trusted mechanic, advised that this did not happen on our normal route as there is nothing on this route that would cause such damage.  We use the car only for in town travel, and we drive no more than 2 kilometers a couple times a week.    

  
  

  Your own invoice states a new battery was installed and tested but the battery died completely, and even with a boost, there was not enough juice to have power steering.  This is yet another safety issue that should not have occurred.

  
  

  We were promised, not once, but several times by ******, that the vehicle would not need any repairs after delivery.

  
  

  I understand that you've helped thousands of Canadians get into a vehicle, but I'm pretty sure they all aren't like us.  We were very clear with ****** up front that we wanted a proper working vehicle that WOULD NOT need repairs every couple of months after being sold/delivered to us.  Those were out right lies.  

  
  

  If what ****** had promised were true, there would be no need for this dispute.  A new battery and a new strut DO NOT fail within 90 days.

  
  

  We understand that there are dishonest people out there that will purchase a vehicle with financing and treat it like dirt.  We are not in our early 20's and new drivers.  We are in our mid 40's, are responsible adults, and we want this vehicle to last a few years.  This is a major life purchase, and it was sold to us under false pretenses.

  
  

  If we had caused the damage to all the parts, we would not be having this mediated discussion.  

  
  

  We are eating the cost of the new starter.  If you would compromise and cover the cost of the 2 parts, that according to your invoice were brand new, we will consider that acceptable and resolved.   
  

• Initial Complaint

  Date:27/12/2022

  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.

  Purchase a car back on 9/9/22 from carevo i contacted them several time complaining car has issues went to 3 different garages to see what the problem is bad motor refogger wont work speaker broke i have to put oil in the car every 3 or 4 days and they wont fix the car or trade it just keep giving me excuses or not returning my calls now i have a bill for the car for24,829.62 am sure they knew what they were selling me and now arent taking responible

  Business Response

  Date: 03/01/2023

  We will be following up with this customer, we have tried to trade her out of her current vehicle as well as offered to pay to have the problem resolved! 3 Mechanics in her area have been unable to identify what the problem is.

  Customer Answer

  Date: 04/01/2023

   I am rejecting this response because:
  
  What carevo repsonds was i tried getting them to fix the car i did what they asked me had to 3 mechanic they couldnt figure out why it was losing oil told them about rear defogger not working and now the car missing i call them they dont answer for days all i want is for them to take the car fix all the problems stop all the phone calls putting me of and for them to say they tried to put me in another car they wanted me to finance another car more money
  

  Business Response

  Date: 04/01/2023

  We tried to reach out to ******* via phone and email yesterday with no response! I will try to reach the customer again today. When it was discovered that no mechanic in her area was able to source the issue we looked at trading her into something else. In an effort to get her out of the vehicle we have tried to get her approved for a new loan and informed her on multiple occasions that we would need a co-signer. ******* purchased her vehicle back in September, typically any issues that arise within 30 days are looked at for coverage. Where it has been 4 months as of January 9th the only option on our part to help would be to trade her out of the vehicle and it seems at this point that is not an option. 

   

  Our sales manager called and left a message with the BBB yesterday to explain all of this and have yet to receive a response. Please have a representative reach out to ******* **** *** ***** ******* * ************ ** ** *** **** ** ************ he has been working on resolving this issue and helping Barb get into a new vehicle! He returned from vacation yesterday.

   

  Thanks

• Initial Complaint

  Date:21/10/2022

  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.

  We were not given the title of the car. The temporary permit has run out. We have made multiple phone calls and no response. We need to get this title to get the car registered. Can you help

• Initial Complaint

  Date:21/10/2022

  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 purchased a 2015 Ford Fusion from carevo auto on August 3rd. When they delivered the car my husband drove it and right away realized that the front brakes needed replacement. This vehicle was “inspected “in Nova Scotia. Went to put gas in it and after the car would not start. Every time we gases it up it would not start. Eventually they did replace the parts that were gone. I wanted a full inspection done because the car couldn’t have been inspected but they refused. My radio didn’t work from the day I got it and they were supposed to replace it. They wouldn’t pay to have diagnosis done to see what was gone. So they just decided to sent the part that was “gone”. They sent me the wrong part. Contacted them and was told he had ordered the right part on sept 30th. Got a message on Friday saying the part was shipped to me. Didn’t receive it so I contacted them again. After 2days he messaged me back saying it was not my part that they received. So apparently my part was just ordered and shipped on Wednesday the 19th of October. I have been told lie after lie from them. It took several attempts for them to agree to fix the brakes and replace the purge valve. I want a few inspection done because nobody knows what else is gone. I want them to pay for a full inspection and fix (if needed) whatever needs to be fixed

  Customer Answer

  Date: 21/10/2022

  We were sold a vehicle that was suppose to be inspected but wasn’t.  

  Business Response

  Date: 07/11/2022

  I have reached out to the customer and I am currently working on a resolution!

  
  

  Thanks,

  
  

  ******* **** | SALES MANAGER 

  CAREVO AUTO SOLUTIONS