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:04/05/2023

  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 from ****** ******/Five Star Dealers, **** ****** **** *** ****** ** *** ***. The purchase price was $8495.00 less our trade in of $750.00, with a subtotal of $7745.00, plus licensing fee of $40.00, $100.00 gasoline. A deposit of $100.00 was paid on November 16th, 2022, with the vehicle to be ready in “a couple of days”. The vehicle was finally ready on November 28th. I was not supplied with a safety certificate, although I was told a safety was done (copy of safety requested twice, but nothing yet). Problems with the car started the day after purchase, needing a catalytic converter, making the car undrivable. After sending a registered letter to ****** ******/Five Star Dealers on January 6th, 2023, on the advice of the Ontario Motor Vehicle Council (OMVIC), I received a call saying that they had the catalytic converter. The car drove fine for short time after new catalytic converter installed and then started with driving issues again. At this point, I had the car towed to my mechanic, Witlox Automotive. I was informed that this car should never have passed a safety as it was structurally unsafe. It looked as if the attempted rocker repair was more of a cover up, and that there was no new catalytic converter. I have attached all documents pertaining to the purchase and repair issues with this vehicle. We were informed that the “lemon law” was only good for the 1st 30 days, all of which we were waiting on the catalytic converter, being told it was ordered and hadn’t come in yet. We would like to get a refund on the car and we’re wondering if you would be able to offer advice/help us to achieve that.

  

  Business Response

  Date: 04/05/2023

  I do not understand this complaint as we have numerous emails and text on this customers issues and this is the Service Manager reply to this claim and if the customer has any on going problem he is welcome to contact service to address his issues. 

  Service Manager says briefly after taking ownership of the vehicle Mr ********* had experience some issues with engine and the flashing engine light, when we had the vehicle brought into shop we had seen multiple cylinder misfires which we corrected as soon as possible, shortly after after he had stated there was intermittent stalling issues aswell had stated sales had promised a new set of front tires and some body work. he had a third party shop diagnose a clogged catalytic converted, which we had tried to rectify as soon as possible, but there was no stock for new/used. We had reached out and he understood, but still expressed some frustration as he was unable to drive. 3-4 weeks after the original diag of faulty cat we had received one and had booked Mr ********* in for all said issues 1- catalytic conv, 2- new tires as he was promised and 3- the body work. After the job was done he seemd extremely grateful despite the wait but understood that it wasn't a delay as much as part availability. Once these 3 items were taken care of, I personally have not heard or had any communication with him and had assumed all issues and complained had been resolved. 

  Customer Answer

  Date: 11/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: there has been no response to telephone messages left for owner ******** ****. They did not address the issue in their response to BBB, which is that the vehicle is structurally unsafe and should not have passed a safety, and we would like a refund.
  
  
  
  Sincerely,
  
  
  
  **** *********

  

  Business Response

  Date: 15/05/2023

  ******** **** is not the owner and never once got a message to call the customer. once again the service manager has proof that all the required work was done to the vehicle, with full safety and new  catalytic converter and even did full tune up and changed the spark plugs plus any required body work.  Unfortunately, when you purchase a 12 year old vehicle with over 200000 kms you are going to have maintenance problems to deal with and it has been 6 months sense this deal was done so we feel we have met all of our obligations but you are quit welcome to come into service and discuss and issues you have with the service manager if you are not happy with this answer 

  Customer Answer

  Date: 16/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I am rejecting this response because: I had left 2 messages for ******** **** (got his # from ****** at ****** ******).  If Mr. **** was not the person to speak with, then perhaps the messages should have been re-routed to the person we need to speak with.  We do not have an issue with the work that was done on the vehicle, however, our mechanic inspected the car and documented that the vehicle is structurally unsafe and should never have passed a safety.  This is not something that happened in the time since we bought the vehicle, it was this way upon purchase. If the service person is who we are to speak to about a refund, then that is who we will call.  If not, we need to know who to speak with.
  
  Sincerely,
  
  **** *********
  
  
  
  Sincerely,
  
  
  
  **** *********

  

  Business Response

  Date: 16/05/2023

  The service manager advises the following so if you are indeed not happy please bring your vehicle in and speak to him

  These were never brought up during the times of repair, they are denying we put a catalytic converter in but its been billed and purchased from APC. best we can do is take a look and see what the correction would be, or if its been something after the fact. Because last we spoke after we did his cat/new plugs/tires he was happy 

  Customer Answer

  Date: 23/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:We were happy with the vehicle at the time - this is not the issue.  We took the vehicle to our own mechanic to have some repairs done and he advised that we not do the repairs as the vehicle was structurally unsafe and should never have passed a safety. We left a message for the service manager on May 18th, but he has not returned our call. We have been advised by Ministry of Transportation, Commercial Safety & Compliance Branch/ Licensing, Permits & Support
  Office that the vehicle cannot have anything done to it before they inspect it.
  
  
  
  Sincerely,
  
  
  
  **** *********