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Business Profile

New Car Dealers

S. Dilawri Automotive Group

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for S. Dilawri Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see

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S. Dilawri Automotive Group has 11 locations, listed below.

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    Customer Complaints Summary

    • 55 total complaints in the last 3 years.
    • 24 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/05/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      When I purchased my pre-owned vehicle (*** ****** from *** ** **** Club, the salesman was dishonest. He told me that he did not know who the previous owner of the car was. However, the documentation said that the previous owner was Enterprise. He was lying because he didnt want me to know it was a former rental car. I only found out this information after my purpose. Shady!Also whenever I have brought in my car for maintenance, they have overcharged. They also always lie and say many things are wrong with the car (transmissions, brakes, and much more). Whenever I got the car checked out later with other mechanics, they say no issues.The fact that *** on **** Club is still allowed to operate is absolutely horrible. No surprise that they have a bad reputation like all the Dilawri Group dealerships.

    • Initial Complaint

      Date:17/04/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 took my car to the Hunt Club location for a scheduled oil change and to do a tire swap.  Two days after the tire swap three lug nuts on one tire sheered off which caused me to go off on the should of a very busy road.  The others were just finger tight and could have come off easily.  The tow truck man said that I could have died.  I went to the Hunt Club location to give them an opportunity to make it right.  They said they would take care of it.  But they didn't take care of it--I had to take it to another repair shop to have it serviced.  They refuse to speak to me or to be accountable for this.  They said they would only take care of u the tire swap and the tow expense.  But they won't take care of the $596.00 for the wheel hub and lug nuts.

      Business Response

      Date: 17/04/2025

      The dealership has been nothing but help full in this unfortunate situation.  Client was put in a rental vehicle immediately, and fully willing to repair the vehicle offered multiple stores as option.  Client refused to provide keys in order to have vehicle inspected and repaired only demanded a full refund of what she paid for the vehicle 10 years ago 25k to compensate.  The client chose to tow the vehicle away from the dealership we have already processed a refund for the initial service visit covered 5 days of rental, covered the towing bill and have paid for the repair to be completed at another shop as we were not given the opportunity to repair the vehicle.  This matter is considered resolved no further compensation will be provided 

      Customer Answer

      Date: 24/04/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23217424, and find that this resolution is satisfactory to me.




      Sincerely,



      Christine Turgeon

    • Initial Complaint

      Date:08/04/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      in Dec of 2023, me and my sister agreed to purchase a used 2014 ****** Corolla and were assured that the A/C was in fine working condition. We dealt with *** the sales manager at the time and he promised there was nothing to worry about. Unfortunately my sister didnt try to use the A/C in the hot summer months of July and August..to be fair , shes not mechanically inclined and didn't really know how to get the A/C to on. But when she did try , it was not blowing cold air.I took the car to Kal Tire and they determined that somebody had inserted a different type of A/C refrigerant called "Red Tek?"And they wouldn't touch that car with that type of refrigerant because it could damage their machine. Many other shops as well will not touch this issue because its a bad situation. It turns out the *** on bank st knowingly or unknowingly sold my sister a car with the ******* and we would like for you to help my sister get a solution from ***. I call *** and spoke to *** and he is refusing to accept some sort of responsibility in selling this car to us with defective A/C refrigerant. He claims because my sister went through the summer months of July and August without realizing that the A/C didnt blow cold air, that this lets KIA off the hook for not telling us that this 2014 ****** Corolla for which we paid him $14000 , has a defective product in it so serious that all other garages wont touch it.

      Customer Answer

      Date: 20/04/2025

      Hello, just to clarify on my part, I have not heard anything from the dealership. They appear to be dragging their feet.

    • Initial Complaint

      Date:11/03/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 car was making noise and was randomly was speeding up even I was trying to brakes but still car was jumping and burning smell was coming.for this issue I went couple time to dealership they cant find the issue. They charge me and said car doesnt have any problem.After couple months later I received recall for this thing and I take to fix it. Than year later or less my car randomly again give couple times noise and shut down stop working. Even wont move I take with tow truck to dealership and without diagnostic they said its because transmission needs to change. but they never provided any proof for it. Many months my car stay in they lot. Finally I tired give up I bought transmission part and give to them to change it for me. They said it will take them to do about 8 hours .but they contacted me after 2 weeks to tell me we put new transmission but it wont work. Its shutting down after 7 seconds. But when we bought part it has warranty so we contacted our part insurance they said and they have proof its not because of part its something else because Hyundai contacted them said which part has problems insurance saying its not transmission problem its something else. Hyundai know its they problem because they didnt diagnose it which part was giving issue they just guess and now trying to blame on part which is even they cant proof it. They are big company and have power so they are trying to blame us. I have those all papers when we went many times to ask them why our car make randomly jumps or noise or smell. But they never find it at the end they got recall and fix it. But already was damaged our car. We have 2022 year Hyundai Elantra hybrid. Its not possible new car can have this much problems. They saying because of we drive a lot 190k but this problem start 83k . Please help us. I am not working for a long time now because of the car . Hyundai just trying to hide their problems and doesnt want fix it or replace it.i have so many things to say b

    • Initial Complaint

      Date:10/03/2025

      Type:Product Issues
      Status:
      Answered
      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 March 4, 2025 I signed a 36 month lease agreement and paid a $500 deposit on a Mazda CX-30 GX (VIN *****************) with Sully who I understand to be the Finance Manager at Bank Street Mazda. I was not provided a copy of the agreement, which I was only allowed to photograph. Next steps agreed upon were that Sully would submit a financing request to Mazda Canada, email me the information required for insurance and that I would pick up the car on Friday after work. The total payable (MSRP + freight + delivery + all fees) was $31440.00 and the value of my trade-in was $1500.00 As there was no follow-up communication, I reached out by email to Bank Street Mazda. I received confirmation of financing approval, however, the dealership would not honour its commitment as to delivery date. At one point, Sully phoned me and began shouting at me. I contacted his superior and the General Manager, and later received a phone call advising me that the dealership would not proceed with the transaction, because I was a 'dissatisfied customer'. Attempts to get the dealership to honour its contractual obligation have so far proved unsuccessful.

      Business Response

      Date: 09/04/2025

      We have reviewed the complaint in its entirety. We regret any incident that may have caused any dissatisfaction, but we found no suitable remedy for this particular complaint. Bank Street Mazda had not finalized a delivery date as we are not able to until an approval is secured. Once the approval is secured, a delivery date is set but we were unable to deliver within the time frame of Ms. ******** demands. It is very rare for this to happen but through the communications, some of our staff members felt somewhat bullied to comply to a demand that we could not fulfill. At this point, after realizing there was no possibility of any mutual satisfaction, we opted out of the deal and refunded Ms ******** $500 deposit in full. The refund cheque was issued on March 7, 2025 and Ms ****** picked it up in person on March 8, 2025 and it was deposited and honored on March 19, 2025 (attached)

      This experience was not positive from both the consumer and our business and we hope to make even more efforts to better refine our approval and delivery times. We value both our customers and employees. Ensuring a safe workplace and positive environment is our highest priority.

    • Initial Complaint

      Date:14/01/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      Went to the Dilawri Dealership on Nov 20/24 and spoke with ***** ****** about test driving a 2017 Buick. Test drove the ***** and decided to buy it. Asked ***** about a winter tire package for the Buick and he said he would look into it. He can back and told me the price of the Buick would be $21,000 or $23,000 with the winter tire package and extra warranty. I chose $23,000. Spoke with finance manager *** Benedelier and it was decided I could pick up the Buick on Nov 25/24 and that I would bring a bank draft for $22,500 as I gave a $500 deposit on Nov 20/24. Went to the dealership on Nov 25/24 at 2 pm as instructed and the Buick had no winter tires on it and they could not attach my front license plate as there was no bracket on the Buick as it was a Quebec vehicle. Signed all the documents with *** and he advised he would look into the winter tire package for me and he would order the license plate bracket and get back to me in a couple of days. He also advised if I bought a license plate bracket he would reimburse me for it. Nobody from the dealership contacted me about the winter tire package so I texted ***** on Dec 2/24 requesting an update. He advised he would look into it. I texted ***** again on Dec 4/24 looking for an update. He finally got back to me and advised he had his manager ****** looking into things for me. Dec 5/24 I got a text from ***** and his manager had things situated. I could go to the dealership either Friday or Monday and the winter tires would be put on the Buick. Made an appointment for Monday Dec 9/24 at 10:30 to have the winter tires put on. The winter tires were put on the Buick but no winter rims provided. Spoke to ***** and he spoke to his manager and they advised they would order the rims and they would also reimburse me $148.03 for the license plate bracket I purchased. Still have not heard from the dealership. Texted ***** on Jan 6 and 13/25 and there has been no response.

      Business Response

      Date: 14/01/2025

      We have confirmed that the rims have been received to our parts department. ***** was in touch with client earlier today to arrange a time for pick up of the Rims. also, the 140$ cheque have issued and directly mailed out to the clients address. we will confirmed with accounting if the cheque was not received we will cancel and rewrite the cheque.

      Currently waiting to hear back from client as to when they would like to take possession of their steel rims. this matter should be resolved by end of business day Jan 15 2025.

      Customer Answer

      Date: 15/01/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ******** *****

    • Initial Complaint

      Date:03/12/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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 Nov 18 I came to **** Club *** to get help in replacing the batteries in two key fobs for my *************************************************************************** left the car unable to start and I had to leave it there for repairs, that I was charged $863.29. When I picked it up on Now 29, they had left an air intake hose off, and I had to have the car towed back to them. They fixed that, but upon returning my car to me on Dec 2, it now had a power steering system leak. Which they noted in it making noise but failed to advise me at all. They now want me to believe that all these things going wrong in the time they had the car are all coincidental. Um, nope. I e-mailed their top executives, and all I got back was a call from the service manager offering to waive a diagnostic fee for the steering issue, but that they would charge for the repair. Other than the fobs needing new batteries, there was nothing wrong with my car when I came to their shop. As of now, due to the power steering issue, I cannot drive it safely and face yet another costly repair bill. I include to you folks a copy of the e-mail I sent those execs.

    • Initial Complaint

      Date:26/11/2024

      Type:Product Issues
      Status:
      Answered
      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.
      In June 2024 my engine seized on my 2017 ******* Tucson and was towed to ******* on **** Club. At that point the vehicle stayed with the dealership for repair completely under warranty, and a rental vehicle was provided, also covered under warranty. Though a hold was placed on my credit card, it was agreed upon with the service manager at the dealership, ***** Vorobej, that I was not to pay for the car rental. On three occasions I had to contact Enterprise Car Rental and request a refund for the charge. They explained they tried to bill the dealership but it was declined, so they had to charge the credit card on file. I was issued a refund two of the times, however, it is now the end of November 2024 and I have the charge of $564.43 sitting on my credit card. There is written and verbal confirmation that was given to both myself, and the staff at Enterprise, that the dealership would be covering the rental cost, however, they have not lived up to their word and paid the bill. Service manager, ***** Vorobej, has told me over and over again that things would be resolved quickly and Id have my money returned, but this has gone on for months now and completely unacceptable. ***** is unable to get on the same page as his Finance team and get the bill paid, and has not been able to get the team to issue me a cheque for the refund, despite numerous follow up requests. I was also informed I would not be receiving any repayment for the interest accrued during the months Ive been waiting for my money, which I dont believe is fair

      Business Response

      Date: 20/12/2024

      Hi this complaint has been correct as of 3 weeks ago and the Service Manager has verified this with the client - billing issue was correct with Enterprise Rentals and Enterprise has reversed charges 

    • Initial Complaint

      Date:20/11/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      Main complaint: lack of customer service, no communication, lying consistently *********** Kona EV stopped working on August 29 and was towed in for repairs the following day, August 30. It has now been 82 days, and we still have no updates. We have reached out multiple times to check on the status, but each time, we're either promised a callback that never comes or transferred to a line that goes unanswered. On October 1, after extensive efforts, including leaving a negative review and contacting **************, the service manager finally got in touch. He said that the car would be repaired by the following week. Yet, that deadline passed six weeks ago, and we still don't have any news. From what I've gathered, the estimated timeline for the repair process should be as follows:Diagnosis: 1-2 days Approval from *******: 2-3 days Battery Shipment: ***** days Battery Replacement: 4 hours Total Estimated Time: 19 days However, the main concern is the lack of communication and staight-up lies/misreprestations. Without accurate timelines, it's really difficult to plan ahead. We wasted so much time trying to reach out. The updates should have been provided by message as they indicated but there hasn't been any. With the winter coming, we really need to know when it can be repaired.I have filed this complaint with **********************************, however, they said that it fell out of their scope and suggested me to file with BBB.

      Business Response

      Date: 23/12/2024

      We do not have a vehicle on file under this name or phone number that is provided, we did have 2 vehicles that were waiting on back-order batteries and both these vehicles have been repaired and returned to the client if it was one of these then this issue has been resolved 

      Customer Answer

      Date: 31/03/2025

      They do have our vehicle, it is under ********* ******** name, and they do have my phone number as associated with this case and the issue is still not resolved to this day.

      Business Response

      Date: 08/04/2025

      This is correct do have the car the spelling was different on the work order.  We currently have a battery that has been on order for many months the current *** that we have is April/May.  Unfortunately this is beyond the control of Hyundai on Hunt Club as it is back ordered with Hyundai Canada 

      Customer Answer

      Date: 10/04/2025

      Complaint: 22581688

      I am rejecting this response because:

      The dealership has lied to us multiple times and ignored our calls. Just to give one example: the manager, ***** Vorobej, called me to tell me the car would be fixed the following week in October 2024. Its April 2025, and its still not fixed.

      They are also extremely unprofessional. The receptionist laughed at my partners name because its French.

      They also made no effort to find a solution for us, such as offering a loaner car or advocating for us to get the battery sooner - which is their job.

      We have been respectful, patient, and understanding, but this is completely unprofessional and unacceptable.

      We paid $40K+ for a new ev car, and the battery failed after a few years still under warranty. They took our car to fix it, and not only its impossible to reach them for any updates, but also they lie when we do reach them which makes it really hard to plan our lives. Its been 8 months! 

      This place has zero customer service, no accountability, no respect, or any consideration for their customers. A complete lack of integrity as car dealers and as human beings.

      Dont do business with this place. They do not act in good faith.

    • Initial Complaint

      Date:07/11/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 took my car to Dilawri ******* at **** club for service on July 2, 2024 as my check engine light was on.. I was told to go to enterprise car rental to get a car while mine was being serviced. I was to pay the rental, submit the invoice and they would reimburse me. I returned the first rental on July9 as my car was to be ready that day. It was not. They claimed it was delayed as they had ordered the wrong part. I called daily and on July 12 they called me back, saying they were sending an **** for me to go get another rental car at ********** for which they said they would reimburse ***** they had still not completed the service. The outstanding reimbursement for the car rentals that were incurred from this repair, I submitted to Dilawri one for $210.18 July 5-9 and the other for $570.65 July *****. I have not received the $780.83 payment to me for these costs. I was told it would take approximately 6 weeks. We have called them weekly since the beginning of August, routinely emailed them, gone to the dealership weekly receiving assurances from them of a forthcoming payment. To date no money has been received.I would appreciate if you could follow up on this matter and advise what else I can do to resolve this issue Thank you,******* ******** ************ home ************ cell *********** manager responsible is ***** Vorobej ******************************

    S. Dilawri Automotive Group is NOT a BBB Accredited Business.

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