Complaints

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• Initial Complaint

  Date:19/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction was February 16th 2024 Financed a car at roughly $32,000 CDN Business notified me after I signed for the new car and signed off my ownership of my old car that I cannot see or test drive the car, When I told them I do not want to proceed with this sale, they declined and said "you've already signed for the new car and cannot cancel, and you already signed off your ownership for your old car" The nature of dispute is: after declined to cancel bill of sale after just a few hours of signing it, due to not allowing me to see or test drive vehicle, car was not arrived and ready for me to pick-up until a week after, with excessive damage to the interior and some damage to the exterior of the car, and drive very roughy. dealer did not provided me with **** of sale or copy of safety, I asked him several times and his reply was I will email them to you, after a few weeks of me asking him he finally sent **** of sale but declined sending Copy of safety test. After seeing bill of sale I noticed additional fees I was not notified off EX: admin fee of $1,300 and extended warranty of $3000...23 days into having purchase the car it started breaking down (all dash lights lit up, car stop accelerating) after taking it to a mechanic shop and diagnosing it turns out the turbo was damaged due to no transmission oil in the car. ****** declined to return car, agreed to pay some of it to fix as he agreed to selling me the car and just 23 days later car breaks down, after fixing the car, 1.5 weeks later same issue occurred where all dash lights go on, then took it to 2 garages and diagnosed it as engine/motor/AWD and much more issues, car is now not driveable and dealer declined to take responsibility and stopped responding to me and declined resolving issue. (I've attached bill of sale, car repair bills and can also provide more proof like text messages between dealer and I and more estimate invoices), Thank you for all your help!

  Business Response

  Date: 09/07/2024

  To Whom It May Concern,
  At ReadyRide, we are dedicated to upholding the highest standards in service and client satisfaction. Regarding the matter at hand, **************************** purchased a vehicle from ReadyRide on February *******. *****************, known to us as a family friend, approached us seeking a larger vehicle, specifically a ***** CRV with low mileage and reasonable pricing.
  In response, ReadyRide undertook to locate a suitable vehicle, providing ***************** with detailed photographs, Carfax history, and a comprehensive description of the vehicle. Following her agreement, the purchase was completed in person at our main location, ***************************************. ***************** was provided with all necessary documentation,which she reviewed and signed to finalize the transaction. Subsequently, we processed the transaction with her bank to secure financing.
  On February 19, ***************** informed her finance manager of her divorce proceedings and expressed uncertainty about proceeding with the vehicle purchase. Understanding her circumstances, we reached a mutual agreement to assist by facilitating a $1000 electronic funds transfer to help cover initial payments during this challenging time. A transaction receipt is enclosed for your reference.
  Regarding documentation, all requisite paperwork was provided to ***************** promptly upon request. Additionally, I have included copies of the contracts signed with ReadyRide and a safety inspection report conducted by a third-party garage on the 2018 ***** CRV. It is important to note that ReadyRide does not conduct safety certifications but relies on reputable mechanics such as Canadian Tire and **** ************** for such services.
  In valuing ********************* trade-in, a 2018 ***** Civic with approximately ******* kilometers, we ensured she received a competitive offer of $14,125 including taxes ($12,500 + 13%). Attached are references demonstrating the market value and comparable listings, confirming our fair assessment.
  ********************************************************************************************
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  During delivery of ********************* new vehicle, our finance manager noted discrepancies with the trade-in vehicle, specifically the absence of original alloy rims promised as part of the trade-in arrangement.Despite this, we prioritized ********************* comfort during a difficult time,absorbing the associated costs to honor our commitment to customer satisfaction.
  The vehicle purchased by ***************** was meticulously inspected and found to be in excellent condition commensurate with its age and mileage. However, approximately two months post-purchase, **************** reported issues with the vehicle. Despite our efforts, subsequent inspections by two reputable repair shops did not replicate the reported issues initially. ***************** proceeded in driving her vehicle and roughly a month after that the issues she mentioned had come back. We then went ahead and booked an appointment at a location in ****** for an inspection, which ***************** was able to find a sooner appointment at a location closer to her home. She was provided with a loaner from the shop (auto pro) which ***************** and we have attached. We at ReadyRide ensured to comfort ***************** by mentioning not to worry and to let the mechanics have a look. We also ensured ***************** that we would cover any additional costs out of goodwill. Vehicles are prone to having issues. Regardless of how reliable a vehicle is, there is typically over ************************************************** newer vehicles hence the reason we provided ***************** with a warranty for her new vehicle. In an unfortunate situation for **************** not having her vehicle for roughly a week while being repaired, a financially devastating unforeseen situation totaling $4,693.64 was covered under the peoples choice warranty provided costing our client ***************** only 604.99$ which we at ready ride covered this expense on behalf of our client.
  
  Regarding ********************* recent contact on June *******, mentioning recurring issues with her vehicle, we promptly advised revisiting Auto Pro for inspection under warranty coverage. Regrettably, we have not received further communication from ***************** on this matter. The mentioned 2 garages that ***************** has recently visited are her fathers and her brother in-laws which may be a conflict of interest when considering such a complaint.
  We remain committed to assisting ***************** by providing guidance on reputable repair facilities and offering options for vehicle appraisal or trade-in, understanding the inevitable depreciation typical of vehicle trade-ins within the first few years of ownership.
  Please feel free to contact us with any further inquiries or to discuss this matter in greater detail.
  Sincerely,
  ReadyRide
  

  Customer Answer

  Date: 16/07/2024

   
  Complaint: 21844958
  
  I am rejecting this response because:

  What Readyride responded is inaccurate and incorrect

  
  RE: ReadyRide 

  
  In response to Readyrides statement: I received a text message from ******************* the day I reached out which was on February 15th 2024 at 1:52pm looking for a vehicle, *** called right after sending me a message and introduced himself, in that phone conversation I mentioned I have a 2018 Civic with 187km I'd like to trade, *** immediately starting saying things like "yes that is high mileage" "get rid of it as fast as you can" etc. *** offered me $12,000, I did my research and learned my car is worth more, which I then discussed and *** offered me no more than $12,500, there was no agreement about rims. *** then sends me a message saying he found the car I was looking for, after sending a couple of photos I replied that the car looks good, *** says when would you like to come sign for the car so we can proceed after coming to agreement for trade in. February 16th at 12:46pm texts me for a follow-up he then messaged me again at 2:52pm since I did not reply right away to him, I mentioned to him I had not replied as I am busy at work, later that evening *** had a phone call with me where he was pushing me and really wanted the sale to happen, I felt extremely pressured to purchase this car, at 4:55pm our called ended by him telling me his shop closes soon and that he'll wait for me to come and sign the paperwork, I went in to Readyride where I met *** and proceeded with paperwork, *** had be sign and initial a few different papers out, *** did not mention to me he had added $3000 warranty and a $1500 admin fee and I did not see those on the paperwork for that matter, I signed off my ownership to him and he said your car should be ready for next Friday the 23rd of February, I was shocked that it was a week to get the new vehicle. After leaving the dealership I called *** and asked him when I can arrange a time to see the car, *** responded that I cannot see the car as the car is in ********, I mentioned to *** but I would like to see what Im purchasing and test drive it Etc. He says is company does not offer that, I mentioned I no long am interested in that car since you're declining me see and test driving the car, *** said it was too late and that I already signed for the car and they had bought the ***** CRV already which I found made no sense since i had just left ReadyRide and in fact was a Friday evening and long weekend for that matter. Next day which was a Saturday I spoke to *** where I mentioned my financial situation and the fact I could not see/test drive the car, *** become extremely mean on the phone and kept saying we cannot cancel the sale, its too late you already signed and you signed off your old car to us and that he now has the ownership, *** says I will help you with 6 payments which equals to a little $1500 I agreed to but had only E-Transferred me $1000 which later on he mentions to me after I notify him he over charged me on my Bill Of Sale that the $1000 was to cover the mistake of overcharging me and not to Help me out with my financial situation . I asked several dealerships they said he could of easier cancelled the sale especially with the situations and fault information I was getting from this dealership. I followed up on February 22nd 2024 *** says he is trying to get car ready but it may not be ready for February 23rd after he promised me it would be. After 23 days no 2 months as Readyride was claiming my cars dash lights all go on and car stopped working completely, and as per Readyride stating we have not heard back, I was the last to message ******************* and he stopped responding to me and clearly stated he has nothing to do with the car anymore and declined fixing it as the first issue that occurred with the bill of $4,693.64 has nothing to do with the issues the car is having 2 weeks after initial repair which was a turbo issue and is not a motor and 4X4 failure. As per reputable mechanics ReadyRide  sent my car to get safety tested at his friend's garage (as *** and *** told me ) which was **** ********* which may be a conflict of interest he did not take the car to Canadian Tire. I have text message proof that I stated I took  my car to two garages, nowhere did it say it was my father or brother-in-law as my father is no longer a mechanic for several decades and my Brother-in law does not own his own garage. As well for that matter Readyride did not offer a trade-in to me as he was stating in his response.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 17/07/2024

  Hello,
  I would like to address and clarify the recent concerns regarding *****'s vehicle purchase.
  The phone conversations with ***** were intended to facilitate the acquisition of the vehicle she expressed interest in, ensuring she received it at the best possible price. Our role was to present the available options and allow ***** to make an informed decision without any undue pressure. We agreed on the pricing and payment terms before *****'s visit with her finance manager.

  
  Regarding the trade-in of her 2018 ***** Civic, we discussed its market value, considering its higher-than-average mileage and the standard market conditions for such vehicles. We reached a mutual agreement on a fair value for her vehicle, which included both the alloy rims and winter tires. However, it appears upon delivery ***** was not able to provide the second set, as ***** claimed that the rims were not mentioned. I have attached a text exchange that confirms her alloy rims were at her ex-husband's workplace, which has now complicated the situation. This change affects ReadyRide on the valuation of *****s trade-in which we never reconciled. We received the vehicle with only the steel black winter rims.

  
  Regarding the fees associated with the vehicle purchase, they were thoroughly explained. *****'s claim that she did not see the paperwork is inaccurate. The vehicle purchase agreement, which ***** signed and initialed on page 9, explicitly states: Please review the entire contract, including all attached statements, before signing. This contract is final and binding once you have signed it unless the motor vehicle dealer has failed to comply with certain legal obligations.

  
  In terms of the vehicle's inspection and test drive, we made arrangements to source the vehicle from ******** specifically for *****. We provided detailed pictures and a full description, and ***** agreed to proceed with the purchase under these conditions. We also offered the opportunity to test drive other vehicles on our lot, but ***** was specifically looking for the one we procured. I have also attached text message exchanges showing the excitement that ***** had when she received her new vehicle.

  
  ***** did not attempt to cancel the deal due to the inability to see or test drive the vehicle, as she was aware of this limitation before purchasing. Her request to cancel on February 17th was due to unforeseen personal and financial circumstances related to her divorce. Despite the finalized purchase and associated costs, we offered a goodwill gesture of a $1,000 e-transfer to assist her during this challenging time. I have attached a copy of the text message exchange with falsifies *****s statement.
  To clarify, we conduct safety inspections through third-party garages to ensure the vehicle's condition are up to Ontario road worthy standards.

  
  *****s claim that we are ignoring her concerns is incorrect. On June 11th,***** experienced a second issue with her vehicle. Despite having adequate coverage for the problem, it is important to acknowledge that mechanical components can wear out over time, regardless of the vehicles make, model, or reliability. We have already assisted by covering the full cost of the repair,diagnostic services, and spark plug replacements as a goodwill gesture during her initial issues. Unfortunately, ***** has declined to have the vehicle inspected at the recommended location, which limits our ability to provide further assistance.

  
  Thank you for your attention to this matter. Please feel free to reach out if there are any further questions or if additional clarification is needed

  
  

  Customer Answer

  Date: 24/07/2024

   
  Complaint: 21844958
  
  I am rejecting this response because:
  Hello,

   

  I Have added some text messages between *** and I, and myself expressing to *** I did not recall discussing a $3000 extended warranty, in the text *** states that that is why he provided a $1000 check? but previously *** says that he gave me a $1000 check be he is trying to help me out because of my "financial issues" or whatnot. I've also added text messages between *** and I after being harassed several times about car rims, I mentioned that they are not with me and if I'm able to get them I will give them to him, nowhere did it say I'm trading the car to Readyride with rims, for that matter, *** also told me the car is sold to me at $25,999 and will take the trade and put towards the new vehicle but in the bill of sale the car was sold to me at $27,498. I'm not sure what kind of car dealer business sales a vehicle without allowing the consumer to test drive the vehicle as per Readyride saying that I was "aware of limitations" to testing driving the car, for that matter when I picked up the vehicle, the vehicle has excessive interior damage like burn marks and rips as well as a large scratch on the roof of the vehicle and pain chipping at the front end of the vehicle. As per Readyride stating on June 11 I did not reply, I have added a text message of myself expressing to *** that I am stuck on the side of the road with a broken car and in the text it shows *** did not reply up until this day. They were very dishonest from the beginning and as they state I'm a "family friend" sadly this is how they deal with "family friends" so Imagine how they deal with other random costumers. I feel i was overcharged for the vehicle as the vehicle is not worth the selling price, I have been shopping online and they overcharged as well as all the additional fees/warranty they charged me for is unacceptable as i was not aware of this.

  Thank you
  Marwa

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