Complaints

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

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• 

  S. Dilawri Automotive Group

  2575 Bank Street Gloucester, ON K1T 1M8

• 

  S. Dilawri Automotive Group

  2559 Bank Street Ottawa, ON K1T 1M8

• 

  S. Dilawri Automotive Group

  2565 Bank Street Gloucester, ON K1T 1M8

• 

  S. Dilawri Automotive Group

  2818 Bank Street Gloucester, ON K1T 1N3

• 

  S. Dilawri Automotive Group

  370 Hunt Club Road West Nepean, ON K2E 1A5

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:15/05/2023

  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.

  On May 11th I took my car in for regular servicing at ********* *****. They forgot to put a bolt back in which eventually made it's way out and caused, my calliper to fall off and my brakes to fail while I was on the highway. Once my car was towed in, the service representative I spoke with took full responsibility for the mistake. I was not offered a rental car and when I asked for a refund I was told that the manager would be away until May 15th and there was nothing that they could do for me. When I called this morning, I was told that the manager is still on vacation and that there was absolutely nobody else that I could escalate the issue to. What I am asking for is 1. A refund for the annual servicing that I had done on May 11th, 2. a future credit or compensation for the inconvenience of being without a car for 4 plus days and counting and 3. The phone number of someone with the authority to help with this issue who is not on vacation.

• Initial Complaint

  Date:19/04/2023

  Type:Product 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.

  On February 14 I provided Frost GM in Brampton the bank draft to buy out my leased car (attached). When I showed them the first invoice (attached) and questioned the $100 Fuel charge, they advised me that this was charged in error. They accepted the draft, corrected the invoice (attached) and advised and that this overcharge would be refunded to me by a cheque, mailed out to my home address below, within 1–2 weeks
  
  I sent the email (attached) March 5 asking for an update, as the refund for me had not yet been received
  I did not year back from them and sent the follow-up email on March 10
  I still did not hear back from them, and so I left them a voice message on March 14, asking them to call me back. They called me back later that day, and asked why I was calling. When I reminded them, they advised that they were going to be off until March 16 and that they would call me back then with an update on my refund
  They did not call me back on March 16, and so I left another voice Mail on March 17, asking them to call me back with an update.
  After getting no response, I sent the attached email on March 21, summarizing all of the above information. They responded the same day, advising that I would get my refund by March 24 (attached)
  
  I have still not received my refund for the overpayment or any update.

• Initial Complaint

  Date:30/12/2022

  Type:Service or Repair 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 recently received a recall notice on our 2017 Tuscon for a worn connector rod bearing that causes damage to engine and results in leaking oil etc and is a safety risk. This is very upsetting as we were forced to pay out roughly $4,000 in order to trade for a new vehicle as we felt unsafe in this Tuscon. Prior to this payout, we had been in contact with Hyundai dealers and Hyundai Canada on multiple occasions expressing our concerns about the safety of this particular 2017 model. Our 1st engine blew while driving at 75,000km without warning and we were blamed for the problem despite proving all service records with the dealership. We spent 2 months without a vehicle while fighting with Hyundai for resolution, missing work, kids school etc. We then continued to have nothing but issues on this vehicle, going through recall after recall, unsafe driving conditions and other issues at our expense, chasing power supply to the vehicle. Looks like this final recall has a lot to do with it. We spent hundreds of dollars on extra oil changes because of this as well as exhaust issues, lack of power etc. None of which were covered under warranty of which Hyundai has now extended. We were told by multiple mechanics that the vehicle was unsafe to drive and that the engine would need to be replaced yet again. We simply could not keep driving our family in this vehicle. Hyundai refused to admit any fault and just kept saying the vehicle was fine. I have never had such negative customer service from a company such as that of Bank St Hyundai and Hyundai Canada. We spent so much money on this vehicle and never once had a fully functional, safe vehicle despite our best efforts. Now we see a recall that could have been one of the main causes of all of this pain and suffering we endured for the past 4 years. Very frustrating and wasted money .

  Business Response

  Date: 18/01/2023

  The issue us unclear. This vehicle has all recalls completed that apply, and the vehicle has not been in our service department since 2021. The engine was replaced at a different dealership, as per Hyundai protocol maintenance records would have been required. The Fixed Operations manager at Bank Street Hyundai is open to dialogue on the matter should the client require assistance.

  Customer Answer

  Date: 18/01/2023

   
  
  Complaint: 18661996
  
  
  
  I am rejecting this response because: During our time with Bank at Hyundai, we kept up our maintenance despite several recalls and complaints about our vehicle’s performance from date of purchase, Bank St Hyundai never offered any true solutions. The vehicle lacked all power, leaked oil and was deemed to be a safety risk for my family. We paid $4,000 to avoid anymore additional fees of non covered repairs such as catalytic converter failure, engine smoke, oil burning etc. We were also not provided a rental vehicle by Bank at Hyundai during our engine blowout repair. Took months to rectify situation despite proof of service. Accused us of neglect and refused to honour warranties. (Rental provided during any warranty work). Missed work, school appointments etc without that vehicle. We were also forced to pay for additional parts such as spark plugs and oil and other fuel related costs that should have been part of the warranty. This treatment by Bank St Hyundai cause much stress and financial burdens that should have been avoided as part of customer satisfaction and warranty procedures. The reason for service stopping in 2021 is due to the lack of customer service we received and the blame put on us for a manufacturing defect, multiple times, we felt we could no longer be treated that way and pulled our support of this location. We now feel as though we paid extensive amounts of money to the time of $4,000 into a vehicle with proven manufacturing defects that were not communicated in a proper fashion. We did so because the vehicle was deemed unsafe.
  
  
  
  Sincerely,
  
  **** ********
  

  Business Response

  Date: 23/01/2023

  The service Manager is ready to discuss this manufacturer issue in person. 

  Customer Answer

  Date: 26/01/2023

  *
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18661996, and find that this resolution is satisfactory to me.
  
  
  My question is what exactly is the manager wanting to discuss in person? Would love more details about this.
  
  Sincerely,
  
  **** ********
  

• Initial Complaint

  Date:04/11/2022

  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.

  Purchased a 2020 Elantra June 23rd, was charged extended warranties (3 in total) without mention of fees. I was well aware the vehicle comes with a warranty already as it's only 2 years old. I contacted the dealership less than 2 weeks asking to cancel the warranties (they had it listed as one warranty fee on financial agreement but as 3 different warranties on bill of sale) was denied cancelation, stating it was a CPO. I have found zero mention online about unable to cancel said warranties. I contacted the companies where the warranties were with (Hyundai Canada included) and all of them had a cancellation policy of 30-45 days. I filed a complaint with OMVIC after the dealership was uncooperative, but no resolution was made. I had a lawyer send a letter and speak to dealership and theyre refusing to cancel. The total cost of all 3 warranties is about $9000 with fees and interest, when the vehicle list price is $20,995. The warranties are unnecessary and not wanted. I am seeking price adjustments made to my contract for the warranties. Thank you

  Business Response

  Date: 09/11/2022

  The customer, the lawyer, and OMVIC have been supplied with her contract so that they can
  review.  Miss ****** wanted to cancel a warranty that Hyundai does not
  allow the customer to cancel (we have also sent proof of this to both parties in
  the form of an e-mail from a Hyundai Canada representative).  Miss ******
  saw online that Hyundai Canada has a 45 day cancellation policy of their
  extended warranty.  This is their policy for new cars.  Miss ******
  was fully aware that she purchased a pre owned vehicle.  This has been
  explained...

  Customer Answer

  Date: 09/11/2022

  
  
  Complaint: 18360831
  
  
  
  I am rejecting this response because: there is no mention anywhere regarding unable to cancel extended warranties. I never received any emails from Hyundai showing proof of decline cancellation for any reason. I spoke to another Hyundai dealership in the city and they confirmed that extended warranties on used vehicles can be cancelled. Bank Street Hyundai is lying and have a breach of contract by denying cancellation of warranties. 
  
  
  
  Sincerely,
  
  **** ******
  

• Initial Complaint

  Date:25/10/2022

  Type:Service or Repair 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 was charge over the quote. I contacted Hyundai Hunt Club, on October 4 and and Hyundai Canada on October 15, via their website, and no one from either business contacted me.
  
  The following is the letter I have sent to both.
  
  Hi.
  
  Last week, Sept 27 I got my Elentra serviced,
  ****** was the service rep. who I dealt with.
  On the initial call she told me about the faulty ignition coil. Stated that it was under warranty at no cost to me.
  Also was told that under Hyundai recommendation at 96K I should get the sparkplugs changed. I agreed to get the sparkplug to that service. However I later learned that the book says 168K (Some deception here). TOTAL COST of $299.00.
  She also recommended an injectors cleaning that I declined.
  When my wife picked up the car the bill was $341.53. Not the TOTAL COST of $299.00.
  The next day Sept 28 my wife got a call from ****** that there was an issue with the bill. The issues was that instead of the zero dollar cost for the coil that an amount of $100.00 + tax was owed.
  
  Ontario Car repair shops rights states:
  
  Repair costs
  Before a repair shop can charge you, they must have given you a written estimate, unless you declined it and instead agreed on a maximum amount you are willing to pay for the repair.
  
  The final cost charged cannot be more than 10% above the estimate or, if you declined an estimate, more than the maximum agreed amount.
  
  I have the initial invoice home which was paid and it is written zero for the coil. This proved that it was the estimate received.
  I also know that I was told a Total cost of $299.00
  
  I want some money back.
  
  If your answer is not to my satisfaction I will follow up with Hyundai Canada and or the *** of Ontario.
  
  ***** ******
  
  I gave them enough time to give me an answer.
  
  Sincerely
  
  ***** ******
  Ottawa

  Customer Answer

  Date: 31/10/2022

  
  ***** ***** ****** ************************
  ***** ******* *** **** **** **
  *** **** *** ******************
  ******** ********* *** ********
  
   
  
  Hi
  
   
  
  I wish to inform the *** that I was contacted by ***** ****** from Hyundai Hunt Club and I am happy with the offer he made.
  
   
  
  Thus wish to remove my complaint against: S. Dilawri Automotive Group
  
   
  
   
  
   
  
  Thank you 
  
   
  
  ***** ******
  
  ************

• Initial Complaint

  Date:13/10/2022

  Type:Order 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 leased a 2020 hyundai elantra from dilawri hyundai on hunt club in Nov, 2019. My lease contract says in the event I want to purchase my vehicle at the end of my 36 month contact, I just need to pay out the remainder of my vehicles value. In my lease contract it specifically says dealership fees = 0. When i spoke with the “lead salesman” **** as he says he was, he added a 700$ dealership fee that was not stipulated in my contract anywhere. What a surprise! He refused to let me purchase my vehicle unless i pay the fee saying its an industry standard and I should be thankful this dealership isn’t charging 1000$. I looked online and OMVIC has a law that says if the price was not advertised or is not in the contract, the purchaser does not have to pay. I read forum posts as recently as this year of people going through my situation only to have the fees magically dropped with apologies from the dealership for “mixing up the contracts”. I even called Hyundai Motors Finance Canada and they agreed with me, two separate agents, that the only amount to be owed is the amount in the contract. They both filed a complaint against the salesman ****. I called the dealership back and they basically told me I am shit out of luck and pay the fee if you want to purchase the car. I find this incredibly scummy practice praying on people who does not know the law. I would like assistance in resolving this “billing error” with the dealership. Should this not resolve the issue, i am prepared to sue.
  
  Thanks

  Business Response

  Date: 26/10/2022

  We will happily process his lease buy out with no fee and abide by the original lease contract.  I would like to resolve this matter with *** *** personally.  Please contact me by email to discuss this further.  ****************************

  Customer Answer

  Date: 28/10/2022

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

• Initial Complaint

  Date:26/09/2022

  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 am writing to you to ask you to address the issue of dishonest and predatory business practices by car dealerships, especially Kia on Hunt Club. I ordered a 2022 Kia Forte from them in May, and was told at the time that it would take 1-3 months to deliver. It has since been much longer than that, and the car has not been delivered. I have tried to reach out to them for an update many times, but they ignore my call, or say they will call me back with an update and never do. When I got my son to call them and ask if there are any 2022 Kia Fortes on their lot, they told him that they have in fact received deliveries and they have 2022 Kia Fortes on their lot. When I went to ask them to give me one of those cars on their lot to fulfill my order, they told me that they would only give me one if I paid $35,000, which is almost $10,000 more than what I signed to buy the car for in May due to the forced addition of add-ons which I do not want and did not sign for. When I asked them where my car is, they said that they cannot give me any information, and either I wait for an unknown amount of time or pay $35,000. I told them that they said my car should arrive 1-3 months after I sign, and they said that I have to wait at least 6 months. This is a bait and switch tactic, and very dishonest. They lied to me to get me to sign for the car in the first place, and now they changed their tone and are quoting a much longer wait time. If I had known the wait time was at least 6 months, I would not have signed for the car in the first place. They are also trying to force me to pay $10,000 more than what I signed for in order to get the car within a timeframe that is closer to what they originally promised me.
  
  I called Kia Canada on July 26 2022 to ask them to assist in resolving this issue and getting Kia on hunt club to honor the contract I signed.  I didn't get any answer from them.  ** **** * **** *** ****** *** ******** ***** *** ****** *********** ************

  Business Response

  Date: 10/10/2022

  After review of the complaint there seems to be litany of miscommunications here that should be addressed in person by the general sales manager. We encourage you to reach out to the GSM and discuss these matters further

  Customer Answer

  Date: 11/10/2022

  
  
  Complaint: 18131245
  
  
  
  I am rejecting this response because: I have tried communicating with this dealership many times and have asked to speak with the general sales manager multiple times, including in person when I went to the dealership. All these times, I was promised that I would get a call from the manager, but never received one. Therefore, when they offer that the manager will speak with me about this, I cannot believe them. They have said this many times and it never happened, they are using it as a tactic to stall and delay and force me to buy a car with addons that I do not want to increase their profit margins. The manager will not explain anything new if they contact me. I know they will say that there are no cars available, but I know for a fact that the cars are actually available because they try to sell me them with addons whenever I go there. Thank you.

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

  Business Response

  Date: 25/11/2022

  This issue has been addressed by our management team and the customer at the time was offered a vehicle that was cancelled by another customer and did not accept it. We are anticipating his order will be filled in a matter of months. As you know the Forte EX is one of the most popular models we have so you can imagine what the sold order list looks like. We hope to get a vehicle delivered to Salman as soon as possible and in order based on his purchase date.
  
  Regards,
  *****  
  

  
  

  Customer Answer

  Date: 01/12/2022

  
  
  Complaint: 18131245
  
  
  
  I am rejecting this response because:

  The car they offered me is exactly one of the things I was complaining about. This was not a fair offer. They offered me the exact same car, but it was marked up by close to $10,000. That is part of what my complaint was about, they did not deliver my car in the promised time frame, and then tried to rip me off by offering me the same car for $10,000 more than what I was supposed to be paying. They said that another customer had cancelled their order and that the car has to be sold to me with the same warranty and service add-ons they had chosen. I did not sign for these add-ons, so why was I being forced to pay $10,000 to take them if I wanted to get my car on time? These are dishonest tactics to try to gouge more money from buyers and should be investigated. In any case, I cancelled my order from them earlier this week. I do not want to give business to a dishonest dealership. They said that I should receive a cheque with my deposit of $500 in a week or two. Thank you

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

• Initial Complaint

  Date:02/09/2022

  Type:Service or Repair 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.

  My issues started when I traded in my 2018 Subaru WRX for a new Jeep Wrangler lease back in October of 2021 to the Dilawri Barrhaven Chrysler. A value of $27,000 was agreed upon for my trade in, without the modifications I made to it. When I came to take delivery of my jeep, the dealership took in my vehicle and I left with the jeep. The next day I get a call from the salesman saying they’re holding my equity hostage until I returned the modifications that I had taken off the vehicle, which was not the agreement. I eventually got my money after a lengthy phone call with the manager. When I purchased the Jeep, I asked if there was any way I could return the lease early without penalty because my spouse is in the military and we can be posted anytime. They said yes and offered me a Value package for $500 that included walk away insurance. In May, I got the news that my spouse was posted across the country and I’d have to lose my job in order to follow her. I contacted the dealership to pursue lease take over options, but they never called me back after multiple voicemails were left for the ********* *******. Communication was horrible. I lost two people who were interested in the jeep because of it. I finally had to go in person during my planning and packing for the move and got the ********* ******* to process paperwork for one person who was interested, but unfortunately they didn’t pass credit. Time ran out and I had to ship the vehicle to British Columbia with me. I got approved for EI for following my spouse and can no longer afford the jeep. So I contacted the walk away insurance company and they told me I’m not even eligible because they don’t cover military moves. 1 month before the policy expires and I find out that the dealership knew that and still sold me on the vehicle. They knew my spouse was military, it was the exact example I used. Now that example has happened and I’m stuck with a 50k car that I can no longer return without a hefty penalty.

  Business Response

  Date: 13/09/2022

  The information in this complaint is inconsistent with the value provided by the DVP. It is a job loss protection package not a relocation coverage package. There are many issues with this deal and the ******* ***** ******* is open to discussing the matter further but under calm and non aggressive conditions. The nature and sensitivities of this matter are understood but we must ensure a safe workplace for the staff. But take back of the lease without penalty is not possible. 

  Customer Answer

  Date: 13/09/2022

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

  If the ******* ***** ******* would like to schedule a call with me to discuss the issue, I would be open to dicsussing the situation further and come to some sort of resolution. I understand a full return without penalty isn’t possible, but considering the deceit and poor communication from the Dilawri group, I expect to have a reasonable option put in place. 
  
  
  
  Sincerely,
  
  
  
  ****** ***

• Initial Complaint

  Date:19/08/2022

  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 am owner of a Hyundai Elantra car. My car has a serious manufacturer engine defect.
  Dilawri dealership service department at 390 west hunt club investigated the problem on June 2nd 2022, and determined the problem was caused by a manufacturer defect .
  Furthermore, it was agreed that it was Hyundai's responsibility to replace the engine and provide a new engine at no cost to me.
  Hyundai dealership has failed to fulfill its commitment until this day August 19 , 2022. with out any reasonable justification for the delay.
  I am afraid this merchant is reneging on its commitment as they are unwilling to provide any date for when they can fulfill their obligation and replace the engine despite my multiple visits to dealership.
  pls Note, My Car should not be driven due to safety concern per recommendation from mechanic in Delawri service department.

  Business Response

  Date: 23/08/2022

  Hyundai is replacing the engine under recall and the parts are on order. AS soon as parts are available the engine will be replaced.

  Customer Answer

  Date: 23/08/2022

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

  According to Dilawri dealership service department  the engine that was ordered for my car arrived by July 15 2022. It was reconfirmed in my last visit to dealership on Aug 18  that new engine  and necessary parts for my car were available .  They claimed they were too busy with other  cars and refused to provide an estimate for the date they can work on my car.

  The following is the history of my recent visits to dealership :

  On My visit to dealership on July 20 they stated my engine arrived but I was in a waiting list. According to them  I was 6th in the list.

  On my follow-up visit on Aug 18 , they claimed I was still on the waiting list but this time my spot was  11th in the list !

  They strongly denied that they gave the engine that was ordered for my car to a preferred customer after I demanded an explanation for the backward change in my spot in the list. They insisted that my engine was still available and they were simply too busy with other cars with engine problem

  Their latest response seems be yet another excuse for not living up to their commitment for replacing my cars engine

  Sincerely

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