Complaints

This profile includes complaints for 401 Auto RV Canada Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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401 Auto RV Canada Inc. has 18 locations, listed below.

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  401 Auto RV Canada Inc.

  2200 Eagle St N Cambridge, ON N3H 0A1

  
• 

  401 Auto RV Canada Inc.

  1655 Upper James St Hamilton, ON L9B 2J1

  
• 

  401 Auto RV Canada Inc.

  2060 Commerce Park Dr Innisfil, ON L9S 4A3

  
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  401 Auto RV Canada Inc. Fraserville (Peterborough)

  974 Syer Line Fraserville, ON K0L 1V0

  
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  401 Auto RV Canada Inc.

  2959 Highway 35, South Lindsay, ON K9V 4R4

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:23/08/2023

  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.

  On Aug 2 2023 I picked up my “new” car and driving it home I noticed a couple things right away . The main thing was the significant smell of gas . I messaged the sales person right away to inform him of a potential issue . The next morning Aug 3 I had the car back there for 8 am when they opened . The odour of gas was significant enough that I started getting headaches and not feeling right quickly on the vehicle . The mechanic was called out and he said “nothing wrong with the car it’s perfectly fine” . I again said it’s not and there’s strong gas smell . The claim was that likely “ something spilled on the engine of cleaning product and that’s what I was smelling “ . This was of course not even close and there was still a terrible gas smell . That evening I couldn’t handle anymore and posted in a ******** group asking if anyone had gas smell issues with no leaks on ground and what it turned out to be . I was desperately looking for a direction to go with this . A couple mechanics messaged me and told me where to look . I did that immediately and sure enough there was the leak . It was the electronic file pump that sits up high beside the engine . I went back Aug 4 2023 and this time showed the mechanic where the leak was . After the Manager of the dealership hid in his office again for three hours refusing to see me they finally agreed there was a leak that needed to be fixed . I went home and a few hours later the call came in my vehicle was fixed . The top mechanic when questioned on his repair method said and I quote “ I’ve been a mechanic for 50 years and I have not been “ . I left madder then ever at the putty job that was placed on the leak to stop the gas . It was now the long weekend and nothing more I could do but suffer with the gas smell . Tuesday as soon as everything opened back up I headed to another garage who does safeties and asked for my vehicle to be inspected as soon as possible . The next day Aug 9th my new safety failed! Partial complaint !

  

  Business Response

  Date: 24/08/2023

  We thank BBB for alerting us to this issue. 

  Presently, we're actively involved in taking measures to aid the customer and strive for a solution that ensures their contentment. It's noteworthy that we've already established communication with the customer and are awaiting input from our dedicated business manager regarding the resolution procedure. Our strong commitment to honesty and great customer service remains unchanged. Our skilled business manager is leading the effort to address the concern and ensure the customer is satisfied.

  We'll keep you informed with updates as soon as we hear back from our general manager.

  We're truly thankful for your trust in us to handle this situation. Your support means a lot, and we're determined to resolve the matter according to our core principles and future goals.

  Customer Answer

  Date: 24/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I have not heard from the company in anyway regarding this complaint so I’m not quite sure why this response from the company was given . I personally have reached out numerous times to the manager of the location I purchased this vehicle from and he not only hides in his office but he does not even take my calls . That is why I have went alternative measures because I have gotten no where internally. 
  
  
  
  Sincerely,
  
  
  
  ********* *****

  

  Business Response

  Date: 05/09/2023

  We appreciate BBB for bringing this issue to our notice.

  At the moment, we are actively engaged in discussions with the client to find a collaborative resolution. If you have any additional inquiries, dear client, please don't hesitate to contact us at ************@********.ca as we strive to resolve this matter together.

  Customer Answer

  Date: 20/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because literally the only thing I have asked for is a new high pressure fuel pump and 401 Auto will NOT authorize one . Please don’t act like you are doing anything as that’s NOT true . You are a million dollar company who values its customers at zero dollars . This part is $1500 from Mazda and you refuse to authorize it while I drive an unsafe vehicle that was sold by one of your dealerships . This could have been fixed 6 weeks ago but instead your greed is more important than a persons life  . I will NOT budge on this so stop saying you are trying to fix it when you have done NOTHING at all . Don’t worry though now the mechanic wants to put it through the warranty and fraud that way . Your company is beyond shady. My car will be a billboard ,I’m done playing these games and being the nice one while you do nothing and your customer suffer for your negligence. One more thing , go back and read YOUR Vission and Mission statement. 

  
  Sincerely,
  
  
  
  ********* *****

  

  Business Response

  Date: 27/09/2023

  Thank you bbb for bring this matter to our attention.

  Thank you for getting in touch with us. We highly value your follow-up and appreciate the feedback you've provided.
  
  We sincerely regret the difficulties you're presently encountering with your pre-owned vehicle. We acknowledge that you acquired the vehicle on August 2nd, and we understand that you also secured extended warranty coverage.
  
  Please be aware that once you take possession of a used vehicle, we are not obligated to perform repairs. However, with your warranty in place, you have the option to file claims according to the terms outlined in your warranty agreement. This coverage allows you to address specific issues specified in the warranty. If the necessary repairs fall outside the scope of the warranty, you would be responsible for the associated costs.
  
  It's crucial to understand that the vehicle you purchased was pre-owned, and it was sold to you with the assurance that it met the necessary requirements for MTO certification at the time of purchase. We've fulfilled our commitment by ensuring the vehicle met those standards. Moreover, we've facilitated the financing as per the agreement made during the purchase.
  
  We recognize your frustration with the current situation, and we genuinely empathize with you. Please know that we are here to assist you in any way possible to help resolve the challenges you're facing.
  
  If you have any further questions or concerns, please don't hesitate to reach out to us at ************@********.ca. We're dedicated to addressing your concerns and providing the necessary assistance.
  
  Thank you for your understanding.

• Initial Complaint

  Date:18/07/2023

  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.

  Got a vehicle from 401 auto. Miles on it is 121000 km on it. We have 2 quotes for our car to be fixed. The engine blew on the 401 almost causing an accident. Car was proven its the manufacturers default. We are not getting any help to cover the costs. The car we asked for history still waiting. All we want is help for **** to fix our car without us paying for it. We are still paying payments on the vehicle that we don't use. Please help. All weed need is repairs done and for being tossed in the ringer our car has been sitting so now it will need new tires and new breaks. This car was recalled in the states for the same issue . Thank you would want car repaired for free or pay our car off.

  

  Business Response

  Date: 11/08/2023

  Thank you, BBB, for bringing this matter to our attention.
  
  It brings me great pleasure to share that we have recently reconnected with the client, marking a significant milestone after two years of the initial purchase of the clients vehicle. In response to the concerns raised by the client, our dedicated sales manager has taken a proactive role in providing a resolution that addresses these issues.
  
  It is important to acknowledge the client's unfortunate experience with the vehicle. Despite the client's decision not to opt in for our extended warranty during the original sale, our sales manager is going above and beyond the confines of our policies to find a resolution that caters to the client's needs.
  
  At the heart of our approach lies our unwavering commitment to prioritizing our clients needs. Our sales team is fully committed to overcoming challenges and making sure customers are highly satisfied. Our main objective is to identify a solution that aligns seamlessly with their expectations.
  
  Your trust in us to navigate this situation is deeply appreciated. Your support is invaluable to us, and we are  devoted to achieving a positive and effective resolution to this matter.
  
  Warmest regards,
  
  

  Customer Answer

  Date: 11/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it was not resolved the ****** was incorrect and missing information. Also we wanted our car fixed or a car at equal value. All we were offered was to refinance a car. 
  
  
  
  Sincerely,
  
  
  
  ******** *****

  

  Business Response

  Date: 14/08/2023

  Thank you, BBB, for bringing this matter to our attention.
  
  We deeply regret the challenges you've encountered with your recent used vehicle purchase. After thorough review, we've determined that the best way to address your concerns is by pursuing a new vehicle deal. While we understand this may not be the outcome you desired, it is our final resolution based on the situation. We understand that you purchased the vehicle on 07/19/2021, please note used cars, despite our best efforts, can present unexpected issues. While we strive to provide reliable vehicles, it's important to understand that as the buyer of a used car, you may assume responsibility for any repairs or maintenance that may be needed down the road.
  
  We apologize for any inconvenience and appreciate your understanding. 
  
  Please contact the finance manager to initiate discussions about your new vehicle deal if you wish to proceed- our team is dedicated to assisting you through this process.
  
  

  Customer Answer

  Date: 24/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They are not helping with a new car they want us to refinance which is adding more money. Instead I mention about help fix the car that we already have.sam said he would contact The general manager. I called back a few times no reply.  Couple days later I got ahold of them again and he said he would let me know . This has been over a week. I also messaged the other employee no response and i even emailed them  one of the secretaries felt really bad on how I am getting treated with rudness and response time. That's why I'm rejecting offer. 

  
  
  
  
  Sincerely,
  
  
  
  ******** *****

  

  Business Response

  Date: 25/08/2023

  Thank you, BBB, for bringing this matter to our attention.
  
  We are truly sorry for the difficulties you've faced after purchasing a used vehicle recently. After a thorough evaluation, we have concluded that the most suitable solution to address your concerns is to explore the possibility of arranging a deal for a new vehicle. We recognize that this might not be the outcome you were hoping for, but after carefully assessing the situation, it is the final decision we have arrived at.
  
  We are aware that you bought the vehicle on July 19, 2021. It's important to understand that used cars, despite our best efforts, can sometimes present unforeseen challenges. While we strive to offer dependable vehicles, it's crucial to recognize that when you buy a used car, you might need to take on the responsibility for any repairs or maintenance that might arise in the future.
  
  We apologize for any inconvenience this situation has caused and thank you for your understanding.
  
  If you are interested in proceeding, please get in touch with the finance manager to start discussions regarding the potential deal for a new vehicle. Our team is fully committed to assisting you throughout this process.

  Customer Answer

  Date: 28/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: we can't get a new vehicle, we were told to refinance another one. If we didn't have to refinance another one and get a new car that's different. And we have called and complained about our car tge day it happened, this was never solved 2 years ago. And no one has contacted us recently and I left messages.  It would be cheaper for both parties to provide help to fix previous car. I'm not gonna refinance a second one and have the same issue. It cost 8000 to fix it. Also took 2 years to get ****** as we asked numerous times. Molly w. was the seller. Surprise she quit when we but yhe car. At this point in time   if nothing gets done to fix it. I'll being going on media news radios and lawyer. It took to long on ur part to respond back 2 years ago. And the person I spoke to right away hung up after and said that's m6 problem. You guys new about the car as well 

  Just want cost covered for the fix. We are also going after **** as well it was a mechanical issue. 
  
  
  
  Sincerely,
  
  
  
  ******** *****

  

  Business Response

  Date: 30/08/2023

  Thank you, BBB, for bringing this to our attention.

  Following our previous correspondence, we kindly request that you get in touch with the finance manager to explore additional possibilities concerning a new arrangement or potential trade-in alternatives.
  

  Alternatively, we suggest reaching out to **** directly to inquire if they can offer any assistance, as our capacity to aid in this situation is limited.
  

  Please be aware that this is our final position on the matter. Should you wish to explore new deal possibilities or trade-in options, we encourage you to communicate with the finance manager directly.

• Initial Complaint

  Date:14/07/2023

  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.

  My elderly, mentally and physically-disabled mother originally purchased a trailer from this company in mid-2021 to live in. She had issues with its heating and cooling from the start, and CampMart repeatedly failed to fulfill its warranty obligations and resolve the issue. In early 2023, CampMart proposed that the trailer be traded-in to resolve my mother's problems. Feeling optimistic that CampMart would finally recognize and correct their error, my mother agreed to this proposal. They repeatedly altered the figures for the new sale, confusing and exhausting my disabled mother and pressuring her into signing off on the trade-in. As part of the trade-in, they estimated the value of my mother's 1.5 year-old trailer to be LESS THAN HALF of it's retail value, and included all the ancillary fees typically associated with a regular sale- seemingly forgetting that this entire charade was meant to resolve a failure of the company to adhere to it's contractual obligations under warranty. As a result, my mother has now lost almost 40k, and owes another 40k, IN RETURN FOR A SINGLE TRAILER- WHICH WAS BROKEN ALMOST UPON DELIVERY.
  Not only did they fleece my disabled mother with the trade-in, they also ignored her requests to time the start of her new financing payments so as to not ***** her over financially, being on a pension- while ALSO continuing to charge her for her previous financing despite it being fully paid off. I contacted them to discuss the issue with Patrick and they ignored me for a week before Marina, the individual that made the sale, called me and claimed there was nothing they could do, and that the trailer's actual trade-in value (despite being brand new) was 1/4 it's retail value according to their guidelines. Apparently half-valuation *was* them being generous. I emailed them afterwards to resolve the double-charge, ask for a copy of these "guidelines", and a chance to speak to Patrick, and they have simply ignored me. **** * ********** ***** ** *******

  

  Business Response

  Date: 11/08/2023

  Thank you, BBB, for bringing this matter to our attention. 
  
  Our remarkable sales team in Kitchener took the initiative to contact the customer and provide a resolution that the customer found satisfactory. 
  
  At our company's very core values, there is an absolute dedication to our customers. We are delighted to share the success story of our exceptional service team ********* ** *** ***** *********** ****** ****** **** ******** ** ********** *******. With their unwavering commitment, they effectively addressed our customers' issues, leaving no stone unturned to ensure complete satisfaction. It's important to underscore that we hold customer contentment in utmost esteem. Throughout the transaction, our ultimate goal is to ensure customer happiness and we make every possible endeavor to achieve that.
  
  Please take note that our sales team has effectively resolved this issue.

• Initial Complaint

  Date:12/06/2023

  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.

  I applied to see options online for car financing .
  I did not agree to a credit check.
  
  They use high pressured tactics to ******** people.
  
  They ********** to lower my credit score with future credit checks if I don’t come in to their shop to see options or buy from them.
  
  **** ** ********* *********.

  

  Business Response

  Date: 14/06/2023

  Good afternoon BBB, thank you for bringing this matter to our attention. When applying for a car loan on 401 Auto RV website, there is a notification that you are permitting information including obtaining credit reports, so that the company can offer vehicle choices that would suit the potential client's unique situations. Depending on where they application was filled out on our website, please see below for the wording off of our website, which is listed above the button to continue with the application: "

  "By clicking on the Next Button, I confirm my agreement to 401 Auto Financings' General Terms of Service, my consent to 401 Auto Financing and all members of 401 Auto RV Canada Inc., to record all my calls with them for quality assurance and training purposes, and my consent to 401 Auto Financing, car dealers and lenders obtaining credit reports about me to facilitate my application for a car loan." or "By clicking on the finalize button, I confirm my agreement to 401 Auto Financings' Terms of Use Privacy Policy and my consent to 401 Auto Financing obtaining credit reports about me to facilitate my application for a car loan." I hope this helps to clarify this issue with our client.

  We have removed this client from our system and will ensure they are not contacted moving forward. Should they require a vehicle in the future, 1 of our 33 locations would be more than happy to assist. 

• Initial Complaint

  Date:29/05/2023

  Type:Sales and Advertising 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 reached out to this company for a vehicle mid-May. After being told that my credit was too poor for the vehicle I was looking for, they insisted I could only afford a small car, and not the make/model I was interested in. They did not state prices, but simply that "I can't afford a big vehicle". This was already a confusing interaction, as the size of the vehicle should be irrelevant, and should only be based on cost. I was told a small car would cost me $600 monthly in premiums, which was alarming to say the least. They offered me two vehicles, for which I chose the ******* for 299 monthly. They stated that the car needed to be certified and safety done before I could take possession, which I thought no issue of and agreed, and they would call when ready. I told them I would be unable to pick up the vehicle in Hamilton as it was too far to travel without a vehicle so they agreed they would deliver when ready. At no point during these discussions did they state the vehicle was not even in the province and was 'inbound" from Quebec! (*** ********). This was disappointing enough, but I figured if it was already "inbound", it shouldn't be too long. It's now been over a week, and they still keep saying "it's inbound" and "we'll call when ready" but can't give me any clear answer or even an estimate as to when the car will be here. They tried to get me to take various different cars of lesser value without any price adjustment to "get me a car faster", and then stated that "If I didn't take the other cars, the ******* could come after June, and the bank may increase my interest rate"! It's disappointing enough that they are unable to give me any idea of when the car is due to arrive, but to try to push lesser value cars on me, and then threaten me with higher payments because THEY couldn't get the car to me in a reasonable time is absolutely outrageous. I asked them to cancel the contract due to numerous failures to be honest and fair with me, but they refuse.

  

  Business Response

  Date: 14/06/2023

  Thank you BBB for bringing this to our attention. We have been in contact with these clients to explain the delay of their vehicle delivery. We have tried to come up with a solution to take care of them in the interim, but unfortunately we are at the mercy of our lenders approvals along with our inventory to fit the approval. We are fully committed to getting them their vehicle at the earliest opportunity. We will be providing the clients with consistent communication and updates during this process. 

• Initial Complaint

  Date:25/05/2023

  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.

  This company used ********** methods within my application for financing on a $45,000 trailer and told me I need to lie on my application about income, marital status, rent payments, etc to make sure I got approved. The whole process was so stressful that I was crying during the signing process and they still went ahead with it and said it'll be fine. They **** to me multiple times about warranties, interest rates, fees, payments, the trailer itself I have never seen and it is used but they sold it to me saying it was new and it wasn't even in the location I was signing. They told me to get the interest rate lowered I HAD to take the warranty or else it would be much higher but couldn't show me proof of this and he misled me to believe the warrant was included but it was extra. They said I HAD to have this life insurance policy on top of it too, no way out of that. After fees and interest the trailer was twice the price they said it would be, over $80,000!! They wanted me to buy it without seeing it at all. I was pushed incredibly hard into signing and was visibly upset and no one stopped it. I contacted them later that day to say I wanted to cancel it, it wasn't right, I can't afford it and they didn't care. They declined to cancel it. I have been emailing and texting the manager for a 4 days and have not received a response regarding my cancellation request. I had to contact the financial institution to request they cancel my application for financing.
  The application for financing was incorrect and said I signed it in Cambridge but we were in Innisfil, not sure why they are ***** on documents. They **** about my salesperson on the contract, they put the "Financing Managers" name in the place of my salesperson and had no registration number for the salesperson either ***** ** *******.
  This business has terrible ********* practices and should not be allowed to continue this way taking advantage of vulnerable people.

  

  Business Response

  Date: 14/06/2023

  Thank you BBB for bringing this concern to our attention.  We would like to state that we would never force our clients to falsify any of their information or sign any documentation they are uncomfortable with and we are sorry if the client felt pressured in any way.   Although we cannot get into specifics surrounding transactions, we have been in touch with the client and believe that we have resolved this matter in its entirety. 

• Initial Complaint

  Date:19/05/2023

  Type:Sales and Advertising 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.

  For starters 401 Auto sold me a faulty broken car. Less than 3 months into owning my vehicle I had to replace my entire engine gasket. Conveniently the insurance caps their claims at 2500 so the rest I had to pay out of pocket for a total of over 4000, 3 months after getting the car. This car has been a total lemon, had to get my window fixed, the trunk won’t open from the car remote and the gas flap constantly gets stuck especially in the cold. I have reached out to about everyone in the company. No one has the decency to acknowledge my concerns and help find a solution. After 1.5 months of emailing calling and leaving voicemails, I finally got a call back from a manger by the name of ***** ******. I thought ok. Finally some progress. I was supposed to get a call back that same day form another manager, and nothing yet once again. So two days later, I reached out again and finally talked to another manager named Eve. She promised to look into things and get back to me to either get me in another car of find a solution. And again, a whole lot of nothing. I feel completely ****** around by this company and it’s uber frustrating not getting in touch with anybody, no one wants to take responsibility here. I want to either get better insurance coverage or another car.I made that incredibly clear but no one seems to care or acknowledge it. I’m so frustrated it’s not even funny. I pay 650 bucks a month for a lemon or a car. The latest now is that my paint is just peeling off. On a 2019 car!!! They knowingly sold me this vehicle faulty. I asked two mechanics and they both said the same .I want to file this complaint to point out the ***************** and lack ot communication and caring for clients they sell vehicles to. Sure fast to sell me something and after that, sorry can’t help you, figure it out.
  Unacceptable, I have told the company that I would be taking this route, once again no reply at all.
  
  Kindly forward this to them.

  

  Business Response

  Date: 05/09/2023

  We extend our gratitude to BBB for bringing this matter to our attention.

  I want to sincerely apologize for the recent lapses in communication and the level of customer service you have encountered with our company. We fully recognize the frustration this may have caused and want to emphasize our commitment to addressing this issue earnestly.
  
  Please be assured that we are actively taking steps to rectify the situation. Our team is presently focused on identifying the underlying causes and implementing necessary improvements to prevent similar occurrences in the future.
  
  Once again, I deeply apologize for any inconvenience you may have experienced. Your business is of great importance to us, and we are unwavering in our commitment to delivering the outstanding customer experience you rightfully expect.
  
  I am requesting you reach out to our Customer Care team at ************@********.ca, please do not hesitate to reach out. We are here to assist you.
  
  We sincerely appreciate your understanding and patience, and we eagerly anticipate the opportunity to address your concerns soon.
  
  Warm regards,

  Lisa

• Initial Complaint

  Date:16/05/2023

  Type:Sales and Advertising 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 shopping for a car online. I wanted a car where I could pay less than $250 per month. I ended up on the website of 401 AUTO RV CANADA, to see what was available.
  
  Since I specified that I wanted a vehicle at under $250 per month, I decided to disclose my financial data. It is specified on the website that once I entered this data, I would be shown a list of vehicles available to me.
  
  However, after I had entered my data, there were no options presented to me. Instead, without my permission and without my knowledge, they did a hard credit check on me.
  
  I wrote numerous emails, and made numerous calls informing them that I had not given permission to do a hard credit pull. Furthermore, there is nothing in that questionnaire that informs the customer that a credit check is automatically done.
  
  I want that hard inquiry removed! I did not give permission, and there was nothing on any of the web pages notifying me that a credit check would be done.

  

  Business Response

  Date: 14/06/2023

  We appreciate BBB bringing this issue to our attention. On the website of 401 Auto RV website, there is a notice that you are authorizing information, including the retrieval of credit reports, in order for the business to provide vehicle options that would suit the particular circumstances of the prospective client. Please see below for the wording from our website, which is stated above the option to proceed with the application and depends on where the application was filled out on our website:

  "By pressing the next button, I agree to 401 Auto Financing's General Terms of Service and give 401 Auto Financing and all 401 Auto RV Canada Inc. employees permission to record all calls I make to them for the purpose of quality control, assurance and training purposes, and my consent to 401 Auto Financing, car dealers and lenders obtaining credit reports about me to facilitate my application for a car loan." or "By clicking on the finalize button, I confirm my agreement to 401 Auto Financings' Terms of Use Privacy Policy and my consent to 401 Auto Financing obtaining credit reports about me to facilitate my application for a car loan."

  we hope this helps to clarify this issue for our mutual client.

  Customer Answer

  Date: 14/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I returned to the website, and I looked everywhere for an indication that this was a credit application. I could not find anything. As stated, I only entered my info because I thought I was going to see a list of cars in my price range. Not only was there no indication that this is a credit app, but the website is completely misleading. I want the credit inquiry removed.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 29/06/2023

  Thank you BBB for your continued support to resolve this mater. Our mutual client
  applied in January of 2023 where our team made multiple attempts to contact the
  client and they re-applied again in April of 2023, on both occasions, they provided their personal and sensitive information and authorized a credit inquiry as they were applying for vehicle financing. ******** ** **** ******** the final step of the application whereby our client confirmed that they agreed to the 401 Auto Financings' Terms of Use and Privacy Policy and that they consent to 401 Auto Financing obtaining a credit report. **** ******** ** section C of the Privacy Policy that provides information regarding the collection of a credit report once the financing application. Once the client advised that they did not want to proceed with the application, we proceeded to close out of file with this client. Anyone wishing to have a credit inquiry removed are required to contact the credit bureau directly to request the removal. This is our final stance and consider this closed.

  Customer Answer

  Date: 07/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  I never applied for a vehicle at any time.  As stated, I was shopping for a car in a certain price range and was led to believe that I would see a list of cars once I had filled out the info. I had no idea that this was a credit application. I did not give permission, and I don't believe that a privacy policy entitles anyone to do a hard check on my credit without my explicit permission. It's clear that 401auto has no intention of making this right. I will move on to Consumer Protection.
  
  

  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:11/05/2023

  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 was told by my sales agent that the car is in good working order.
  I purchased my *** ****** 2018 from 401 Auto on February 2nd 2023.We recently had warm weather and I tried to put on the air conditioning and it would only blow warm air.
  I contacted my sales agent and he instructed me to contact service because they have the means to check it out.
  I contacted service and the technician I spoke to told me that they do not have any means to test air conditioning systems on site.
  This shows the air conditioning system was never checked and the 401 Auto sales agent did not tell me the truth.
  Now I'm being told I have to take the vehicle elsewhere to have it checked. So my car was sold to me under false pretences, that everything was all in working order and safety was completed. So with them not having the means to check air conditioning, that obviously was not done. Makes me wonder what else was not done. I feel that 401 Auto should be paying for the service to have it checked and the cost of having it fixed. I bought this car being told everything was in working order. I was misled. I'm paying for a vehicle that I believed was a great car. If air conditioning was not working, I definitely would not have purchased the vehicle.
  Thanks ****** **********

  

  Business Response

  Date: 14/06/2023

  Thank you BBB for bringing this complaint to our attention. Our service center has made contact with this customer and we will be assisting them with getting their vehicle to a facility that has the capacity to diagnose the issue. A/C are not apart of safety inspection but we standby to assist our mutual client. If the client has any questions or concerns, we encourage them to reach out to *************@********.ca. Thank you BBB for your continued assistance in resolving customer complaints.

• Initial Complaint

  Date:25/04/2023

  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.

  what started out normal has turned into a nightmare. Only 10K KM on this truck and first 8 months, it has needed to be repaired 3 times, twice the dealer refused to do anything about it, I had to pay for the tows, despite the fact that I was A - promised everything should be covered and B- have two warranties. Almost 2,000$ in repairs not a dime covered. They bought the truck from another dealer, jacked up the price around 10,000$, sold it to me, and now say it’s worth half the price because of the “market” and “mileage”. I understand the need to draw a profit but you should honour based on what you increase by. Its only been 8 months and I’ve only put an extra 10K km on it. All I was asking was to put me in a vehicle of equal value, they even have a term for it “VIN Swap” yet they say they can’t do that. Why have a term if you can’t do that?? Their only offer to “help me” was to refinance which would put me 10K into the negative towards a new vehicle because guess what - they would of course get another sale and another deal with the finance company. I told them I specifically wouldn’t do that, they said “come in and we’ll see what we can do” offered the exact same thing and wasted my day and my 1.5 hour drive into town yet again- this was after a week of calling in every day being promised I would receive a callback without one. In addition to this, the shop that recently serviced the vehicle said that it looks like prior to their servicing the underneath of the dash has been tampered with and missing bolts, also when you spark the truck the check engine light doesn’t even flash to show its working. I never signed for an as-is vehicle so how could this have possibly ever passed safety?

  

  Business Response

  Date: 14/06/2023

  Thank you BBB for bringing this matter to our attention. While we appreciate our customers concerns, this client purchased a 6 year old, used vehicle in July 2022 that was certified to MTO standards at the time of inspection. We encourage our mutual client to reach out to one of our service centers to address his concerns with his vehicle. In no way would we ever tamper with a vehicles dash or anything of that nature. Our client has reached out to the salesperson on multiple occasions and even referred his grandfather but the salesperson had changed locations during that time. We standby to address our clients concerns and would like nothing more than to assist.

  Customer Answer

  Date: 14/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  The only offer by 401 auto is to refinance the vehicle which would give me negative credit towards a vehicle of around -10,000. As I specified to multiple contacts at 401 auto, I have already reached out to the service Center, who refers me to the warranty company, who refuses to assist as a wiring harness isn’t under warranty. The proper way to resolve this issue would be either having the service Center repair the wiring harness at no cost to myself, or replacing the vehicle with another vehicle of equal value at purchase price (18,000 - 20,000). These are both completely fair routes to take. I am now multiple months into this endeavour with no fix and continued payments 
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 23/06/2023

  Thank you, BBB, for forwarding
  this follow up. While we continue to understand our clients’ concerns, the
  customer purchased a 3 year/60,000km powertrain coverage for engine and
  transmission. The wiring harness issue the customer experienced 8 months after
  purchasing the vehicle would be a repair the customer must incur as a cost of
  ownership.

  As a show of good faith, we
  will honor a 10% discount on parts and labor at Pembroke Nissan should the
  customer choose to move forward with the repairs at this facility. This is our
  final stance on this matter, and should the client choose to accept this offer, we encourage them to reach out to ************@********.ca.