Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/10/2023

  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.

  Please refer to the attached document.

  

  Business Response

  Date: 13/10/2023

  Customer purchased vehicle 17 May and later had the vehicle towed back to our service due to lack of power steering which had no warranty but we replaced and installed a steering rack for him and he stated he barely drove the vehicle and wanted new tires when in fact he had driven the vehicle over ***** kms. The customer is always welcome to contact our service to negotiate purchasing used tires at our cost 

• Initial Complaint

  Date:14/08/2023

  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.

  I purchased a 2018 ****** *** from this dealership on June 1 2023 I drove off of the lot and made it 38 km (almost home) and the car died in the middle of the road I called the dealer they would not tow it to be fixed as it would be days before they could I was advised by them to have the car towed to a service shop near me wich I did .I was then informed by the shop that the motor was blown the turbo was blown and the clutch was blown 5 star dealer told me to use the extended warranty wich covered $5000 and the entire bill was $8000 roughly and they will not cover the difference the car was takin in June 5th and got it back july 11 I made 3 payments on the car and 1 insurance payment and had to find my own way to work for over a month all with no help from 5 star dealers and now this shop I had it fixed at wants me to pay the bill on top of everything else I have paid out and delt with please helping should not have to pay this nor can I afford it thank you

  

  Business Response

  Date: 15/08/2023

  It is unfortunate that used vehicles and even new vehicles break down which we can not control as we do not make them we only sell them and we always offer a warranty which Mr. ***** *ook with a maximum of $5000 per claim. This vehicle was fully checked, certified and test driven prior to delivery and it worked 100%. Even after discussing this matter with Service Manager, Mr. ***** was offered a finance  loan to pay the difference which he declined. We complete understand Mr. *****s frustration towards this matter but other than offering him a loan through a finance company to cover the difference there is nothing else we can do.

• Initial Complaint

  Date:29/03/2023

  Type:Billing 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.

  So I I bought a car from then February 28 and the car that I was really interested in it wasn’t there but like somehow they just like convince me just buy it and then I’ll get it here and I’ll be able to seee it so I ended up buying it and that a week goes by they just told me what the weather was bad. It was gonna be a little longer for me to get the car and then I asked them like what am I supposed to do I don’t have a car. So they said once the weather was better, they were going to let me use one of their cars off the lot keep in mind two weeks after I bought the car they gave me a car off the lot wasn’t safety issue safe and I did tell them there was the check engine light was still on and they said oh it’s fine so I had that car for two weeks then it overheated left me stranded and the heat didn’t work so I was able to get home. I texted my sales guy. I told him he’s like oh just bring it to the store anytime after 12 he’ll get me a new car, so this time I am still asking them daily like what’s going on with my car and they just kept giving me the runaround and the runaround so it this point they gave me a new card to drive and it’s been like 28 days and I’ve asked my sales guy probably like five times I even talk to the higher managers if we could just cancel this deal because I’m scared that they’re just selling me a piece of shit car and I’m gonna have so many issues for it and I’m gonna be paying it for the next seven years and they said no you can’t do that because the car is already in your name, but I’ve never seen this car in 27 days and I’m scared my 30 days are up and they’re going to make me keep this car that I’ve never seen and I’ve called them every day. I’ve talk to the mechanic and he’s just always saying oh there was more wrong with it. There was more wrong with it we’re fixing it we’re fixing it , but at this point I just feel like they’re just trying to screw me with this car because they don’t want to lose the commission

  

  Business Response

  Date: 30/03/2023

  This was a situation caused by miscomputation by the sales staff and has been rectified by service and customer is ok and has the vehicle 

  Customer Answer

  Date: 30/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Because I’ve called this place so many times and the managers are different ones. I’ve talk to you always an oh I’ll call you back never called me back. The salesman never called me back and they just don’t care and I feel like they just treated me like shit and now I’m stuck with a car that they could help me get out of but they did it. They kind of show me a lemon.
  
  Sincerely,
  
  
  
  Danielle Horton

  

  Business Response

  Date: 04/04/2023

  i am very sorry to here this, I was told by the Sales manager that we made the loan payments while the vehicle was at our service and gave the customer a loaner, and I was told the customer picked up the vehicle and was happy which looks like by this complaint was not, The Sales manager told me he has been trying to contact the customer to find out what this is all about but could not reach the customer. Please have the customer call the dealership and or come in and speak to the Sales Manager 

• Initial Complaint

  Date:30/01/2023

  Type:Billing 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 Jan 26, 2023 I signed up for a vehicle with 5 Star Dealer for total loan term of 84 months for total financing cost plus the vehicle cost being 35,220.64$ with ********.After I signed the documents on the 26th of January, 2023, I went back home and the following day I subsequently purchased auto insurance, which I forwarded to the salesperson (**** *******). Upon sending the auto insurance slip via email to ****, I get a text message from him saying he is waiting for my call. When I called **** *******, he stated that the lender (********) is backing out of the original contract of 84 months and would like me to sign a new contract for 72 Months, which I was forwarded via Email to sign using ********. I was not sure if I felt comfortable paying the new amount stated in the new contract, so I texted **** back saying I will hold off on signing any new contract. He did not like my answer and starting telling me through text that the original contract still applies and they have the documents to prove it, and wanted me to pick up the vehicle the same night. I felt threatened and intimidated, so I simply told him I will talk to a paralegal and get back to him on following Monday (January 30, 2023). Needless to say this is a total definition of Bait and Switch tactic and I have the original contract with the new contract send to my email along with phone records and text messages between myself and **** ******* to prove all of this matter

  Customer Answer

  Date: 01/02/2023

  
  
  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. I agree with the resolution put forward by 5 star dealers 
  
  
  
  Sincerely,
  
  
  
  ***** ***** ****

• Initial Complaint

  Date:01/11/2022

  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.

  Hi,
  On October 15th, I drove from Chesterville to London (6hrs) to look at a beautiful 2015 ***** RC 350 F AWD at 5 STAR DEALERS in London Ontario. I directly dealt with ******* ****** and WITHOUT SIGNATURE, I expressed dislike towards the damage on the rims and I had placed a deposit ($1500 Etransfer) to hold the car. After leaving London, I decided that the car is extremely overpriced. I had asked SALES MANAGER ****** ******* to refund my etransfer deposit since I had not signed anything.
  ****** responds by telling me he can only refund $300 of my $1,500 deposit, because I complained about rims and he fixed him therefore he must "recuperate his losses"
  
  Is this even legal???
  
  ******* *******
  ************

  

  Business Response

  Date: 02/11/2022

  The customer is being contacted by us

  

  Business Response

  Date: 03/11/2022

  I am sorry Mr. ******* rejected our response, but this is what happened, and we will not reply to any further rejections 

   

  Mr. ******* looked at the vehicle 14/15 Oct and liked it 
  He requested that we go ahead with getting the vehicle ready and fix the wheels which is not part of a safety
  He then gave us insurance and $1000 so we went ahead and got him approved 
  After taking the delivery of the vehicle, 15 days later he decided to change his mind
  Numerous employees took numerous hours to both get the vehicle ready and get the finance approved with all the paperwork 

  Customer Answer

  Date: 03/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  -At the time, I was dissatisfied with the stains in the infotainment system and wanted to know if simple chemicals could remove them.

  -The rims were something I pointed out at first glance of the vehicle. ******* ****** went and fixed them on his own terms.

  -His mechanic he used was Rim Doctor, who charges a maximum of $400 to fix two rims*************************************

  -They used my deposit to fix their car. Their “Administrative fee” is $485, not $1200

  -They are currently intimidating me so I have had to contact media outlets to cover this while I file OSCC claim

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