Complaints

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

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  Empire Auto Group

  2293 Dundas St E London, ON N6J 1E9

• 

  Empire Auto Group

  282 Springbank Drive London, ON N6J 1E9

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:09/09/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  they sold me a vehicle that wasn't legitimately safetied. Codes upon codes came up of things wrong with vehicle and dealership takes no responsibility. Asked if they could "make it right with me as a customer" but they still have not come through with anything. Sent them the invoice and diagnostic report proving that the system was CORRUPTED and couldn't run certain codes..how did this pass a safety with a WHOLE BACK END NEEDING TO BE REPLACED??? There is NO WAY with the amount of kms I have driven the vehicle and the AMOUNT OF TIME I have had this vehicle that this repair is my responsibility. Shame on these people. They disrespect people blatantly on ****** as well. Terrible customer service, worst car dealership I have ever dealt with.

  Business Response

  Date: 01/10/2024

  Dear Ashley, C/O BBB

  
  Thank you for bringing your concerns to our attention. We understand your frustration and want to clarify a few points regarding your vehicle and our guarantee.
  You took ownership of the vehicle in February 2024, with 75,989 km, and returned to the dealership on July 17, 2024, with 87,018 km for an oil change. At that time, after 4+ months of ownership and almost 12,000 km of driving, no issues were reported.
  As outlined on your Bill of Sale, our dealership provides a 30-day or 1,000 km guarantee, covering specific components such as brake components, tires, exhaust, ball joints, tie rod ends, shocks, springs, light bulbs, seat belts, power steering, starters, and alternators. All warranty work must be performed at Empire Auto Service; otherwise, the guarantee is voided.
  We understand the frustration of unexpected repairs, but after nearly 12 times the guarantee coverage mileage, it is unrealistic to expect a no cost repair. Paying for maintenance or repairs is not a reflection of poor customer service but rather a part of vehicle ownership after the guarantee period.
  We are more than happy to assist in maintaining your vehicle and performing any necessary repairs at your cost. If affordability is an issue, we support several consumer programs that will allow you to make affordable monthly payments. Please feel free to contact our service department at 519-659-0888 to schedule an appointment.
  Best regards,

  Nick Soufan

  Dealer Principal

  Customer Answer

  Date: 01/10/2024

   
  
  Complaint: 22262947
  
  
  
  I am rejecting this response because: you haven't even contacted me back about the supposed compensation for the TWO THOUSAND DOLLAR REPAIR that I shouldn't have to make 
  
  
  
  Sincerely,
  
  
  
  Ashley Ivey

• Initial Complaint

  Date:10/01/2024

  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 purchased a vehicle (2015 chrysler 200)from this dealership back on august 22 2023. The dealership has lied to me multiple times including lying about the arrangements made to deliver the vehicle to *********** as a favour because my friend is the salesperson. they withheld my vehicle from me up until november 11th 2023, and have been paying insurane and finance payments since september 5, being the first loan payment date. I purchased this vehicle as a safer option for my girlfriends kids than the ***** civic coupe that I also own. after 2 months of arguing with the dealership, I had made arrangements to go down to london on November 11th to pick up the vehicle and in that same day the car died completely in *********** and had to be towed home. I had called the dealership the next day and explained to them what was going on, it took them 2 and a half weeks to come pick up the vehicle. also I had an open complaint with ***** but they said they wont do anything. on november 28th 2023 a driver came with a trailer to pick up the car since it was dead completely. it would not start, the vehicle accessory mode could not be shut off unless the battery was disconnected, one of the rear windows was still not working after they stated it was repaired when i picked it up on november 11th. the whole drivers side front to back was soaked with water. this dealership has had my car for a month and half and doesnt update me on anything about it, they have never called me once in regards to the car, only after ive called for 2 days straight do i finally get a call back or an answer about what is wrong with my vehicle. they are lying to me about the whereabouts of my car, stating that its at *********************** in london but the Chrysler dealer says theyve never seen my car. i finally get a hold of the dealer i purchased the car from and i am told the chrysler dealer had to send the car to a transmission shop, but when i spoke to the dealer, they said theyve never seen it.

  Customer Answer

  Date: 10/01/2024

  something else i would like to add, i contacted this transmission shop and they do have my vehicle but was completely unaware of what was taking place. the mechanic at this transmission shop was extremely shocked and disappointed that this is happening and said he will be billing Empire Auto Group entirely for the repairs. the third party mechanic   was also unaware of the major leak in the vehicle as the mechanic that certified my vehicle at empire auto group, failed to mention that after the third party mechanic found major water damage on the interior fuse box and other electrical components. the mechanic that certified my car has also been lying to me about the condition of my vehicle currently, stating that the third party mechanic was almost done and test driving the vehicle to make sure it was performing properly. when i asked the third party mechanic about the condition of the vehicle, he explained that it was in pieces, not able to start or drive, sitting outside his shop because he was away for personal reasons and ***** worked on it since this past monday january 8th. i had explained to him that the mechanic at empire auto told me the car was running and driving he was very disappointed that the empire mechanic was not updating us, as the third party mechanic was updating the dealership almost everyday that the vehicle was worked on. 

  Business Response

  Date: 11/01/2024

  We appreciate the opportunity to address the concerns raised by *************************** regarding his vehicle purchase from Empire Auto Group in London. We take all customer feedback seriously and strive to provide transparent and satisfactory resolutions.
  It is regrettable that **************** complaint seems to omit crucial details, which we believe are essential for a fair understanding of the situation. We would like to clarify some key points that ************ conveniently left out.
  Firstly, it is important to note that the salesperson involved in this transaction is a close and long-time friend of ************. This pre-existing relationship *** have influenced certain expectations and dynamics throughout the purchasing process.
  Secondly, **************** frustration with the financing aspect of the transaction needs to be considered in the context of his credit history. Due to challenges in securing traditional financing, he had to resort to a ***********************. This alternative option required a cash down payment of $1500, which, unfortunately, ************ found difficult to afford initially.
  To assist ************ in overcoming this obstacle, we, as a gesture of goodwill, covered his down payment and worked out a reasonable payment plan that he could comfortably afford. This allowed him to expedite the process of taking delivery of the vehicle.
  It is crucial to highlight that **************** delayed receipt of the car was not due to any fault on our end but rather a result of his financial constraints, which we took steps to accommodate.
  Additionally, it is disappointing to acknowledge that ************ exhibited rude and offensive behavior, including the use of curse words and off-color comments, even before taking delivery of the vehicle. This type of behavior is contrary to the standards of professionalism and respect we uphold at Empire Auto Group.
  We are committed to providing comprehensive and transparent information to ensure a fair resolution. After ************ arranged to collect the vehicle, he encountered an issue while driving and promptly contacted us to address his concerns. Recognizing the importance of customer satisfaction, we took immediate action to remedy the situation. In a gesture of goodwill, we arranged to have the vehicle picked up from Mr. ***** home in *********** at no cost and transported it back to our facility in London for thorough diagnosis and repairs.
  Upon inspection, the vehicle was found to have an electronic issue that was affecting the transmission. Given the complexity of the diagnosis, which fell outside the scope of our in-house expertise, we outsourced the repair to a specialized service provider. However, as of now, we are still awaiting a definitive explanation as to the exact nature of the fault.
  It is important to highlight that, despite the challenges in diagnosing and repairing the issue, we
  have not made any demands on the outstanding loan of $1500 that we covered on **************** behalf. We understand that this has been a challenging situation for him, and our focus remains on resolving the vehicle concerns and ensuring his overall satisfaction.
  We are committed to keeping ************ informed about the progress of the diagnosis and repair efforts. Once we receive a definitive explanation, we will work closely with him to address any remaining concerns and find an appropriate resolution.
  Despite our dealerships best efforts to address and rectify the issues with Mr. ***** vehicle, we regret to inform you that he has continued to actively solicit and negatively promote our dealership, its personnel, and reputation through multiple ****** reviews. As of now, we have identified three active negative reviews that, unfortunately, exhibit a bias that *** be causing undue distress to our business.
  It is essential to note that we have been transparent and proactive in addressing Mr. ***** concerns, including arranging the pickup of his vehicle at his home, securing special financing when all bank sources declined *******, covering the down payment on his behalf so he would no longer need to wait, and outsourcing the necessary repairs to ensure a thorough diagnosis. We are committed to finding a resolution and providing exceptional customer service.
  Despite our ongoing efforts, ************ has chosen to express his dissatisfaction publicly, creating a negative impact on our dealerships reputation. We acknowledge the importance of customer feedback and strive to address concerns professionally and constructively.
  We are actively monitoring online platforms, including ****** reviews, to address and respond to customer feedback. However, we believe it is crucial for the Better Business Bureau to be aware of the challenges we are facing in managing Mr. ***** negative online presence, which *** be affecting our business unfairly.
  We remain committed to resolving Mr. ***** concerns and providing him with the best possible customer service. Additionally, we kindly request your guidance on addressing the negative reviews to ensure a fair representation of our efforts and dedication to customer satisfaction.
  In response to Mr. ***** settlement request of $4882.11, we want to express our willingness to settle this matter promptly. If ************ prefers to conclude the matter without repairing the vehicle, we are open to resolving it in the following manner:
  1. ************ is invited to collect the vehicle, which is registered in his name, at his earliest
  convenience.
  2. Upon vehicle collection, ************ is kindly requested to bring the outstanding debit of
  $1500.
  3. Subsequently, he will make arrangements to transport the vehicle away from our facilities and our associates. Please remind ******* that every day the vehicle remains uncollected there will be a storage charge of $49.95+ H.S.T added to the outstanding debt.
  Alternatively, we propose an amicable resolution to address the negative impact on our business and expedite the process:
  1. ************ refrains from attempting to negatively impact our business through ****** reviews. Connects with anyone he has influenced to write a negative review and have all of them taken down.
  2. Acknowledging our commitment to resolving the matter quickly, ************ understands our efforts to rectify the situation and complete the required repairs to his car.
  3. Upon agreement, we will expedite to the best of your abilities the repairs and have the vehicle prepped for collection at our facilities in London, ensuring a smooth and efficient
  process where the vehicle is in proper order.
  We believe that reaching a cohesive, mutually beneficial settlement agreement will be in the best interest of both parties and contribute to a positive outcome. Our commitment to customer satisfaction remains unwavering, and we look forward to resolving this matter to Mr. ***** satisfaction.
  Our intention has always been to provide exceptional customer service, and we appreciate the ********************* involvement in helping us achieve a fair and satisfactory outcome for all parties involved.
  Please do not hesitate to contact me us if you require any further information or clarification.
  
  

  Customer Answer

  Date: 17/01/2024

   
  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. One thing I would like to add is that the vehicle be delivered to me after repairs are complete as i was promised delivery originally back in August 2023. I will also have the reviews removed today. Thanks. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:26/05/2023

  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.

  I purchased a vehicle on May 19, 2023 from this dealership Empire Auto Group for 11,000$ cash plus HST and licensing. The dealership sold me the car safetied. I’ve had the car for a total of one month and half of it has been spent in the shop. The owner acknowledges the wiring harness issue is unsafe but won’t give us our money back, rather have us trade it in for another more expensive reliable vehicle from them. We don’t want another vehicle from them at all. They have “fixed” this issue with electrical tape multiple times. We’ve gotten a second opinion from another shop, we’ve also contacted OMVIC and they recommended reporting here. We don’t know what to do. They want us to take the car and put our five children in it and continue driving it as though it’s safe and not a fire hazard at any moment. They won’t properly fix the issue or just refund my money. This isn’t how a business should be run. If needed I will seek legal advice should any of the other resources not be of any help.
  This car isn’t safetied properly and it isn’t safe to drive. This is how they choose to run their business.
  I’ve spoken with the manager ****, and the owner **** on multiple occasions.

  Business Response

  Date: 05/06/2023

  Dear ****,

  Firstly, we understand that you were disappointed with your purchase, and we sincerely apologize for any inconvenience this may have caused you. As a business, we always aim to provide our customers with the best possible service and ensure their satisfaction. That being said, we would like to emphasize that our dealership does not have a standard refund policy in place.  Despite this policy, we acknowledged your dissatisfaction and attempted to find a resolution. In order to accommodate your request, we offered to issue a refund for your purchase. However, as there were certain costs incurred in relation to the vehicle, we proposed deducting those expenses from the refund amount. We believe this was a fair compromise given the circumstances.  Unfortunately, it seems our proposed solution did not meet your expectations, and you chose to leave the dealership without further discussion or compromise. Regrettably, if we are unable to reach a mutual agreement, we must assume that you intend to pursue legal action.  We genuinely value our customers and their satisfaction is of utmost importance to us. We would welcome the opportunity to address your concerns directly and reach a resolution that satisfies both parties. If you would be willing to reconsider our proposal or discuss the matter further, please do not hesitate to contact our customer service department.  Once again, we apologize for any inconvenience caused and appreciate your understanding in this matter.  Sincerely,