Complaints

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

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• 

  Approval Genie

  100 - 7420 Airport Rd Mississauga, ON L4T 4E5

• 

  Approval Genie

  959 Upper James St Hamilton, ON L9C 3A6

• 

  Approval Genie

  2430 boulevard du Cure-Labelle Laval, QC H7T 1R1

• 

  Approval Genie

  271 Concession Street Kingston, ON K7K 2B7

• 

  Approval Genie

  1325 Richmond Road Ottawa, ON K2B 6R7

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: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 purchase a 2017 ******* on April ,by the August 17 .The engine gave up.I purchased under sales contract on extended warantee at a cost of $2500.00.The dealership in Richmond Ottawa says that the problem is the garage that safety the ******* is responsible.Called the ***** dealership said that my warantee expires in April under the vim number.
  Hopefully my warantee issue is resolved,and to have it repaired
  ******* The better business is awaiting my resove

  Business Response

  Date: 14/08/2023

  I think there might be some confusion between the purchased after market warranty and the manufacturer warranty. I would be happy to discuss how we can make this work for everyone. 
  please reach out to me directly. 
  

   *** *****

  General Manager

  Approval Genie Ottawa

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

• Initial Complaint

  Date:30/07/2023

  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.

  So basically end of March i fianace a car first 20 minutes of me getting the car the coolent was broken engine light was on and the car transmission was hesitating.After they fixed the engine light and coolent I brought the car to my mechanic for the transmission once my mechanic told me there’s a big problem and gonna cost a lot I texted the dealer and ever since then I been fighting for my transmission to get fix even with warranty. So July 3 I drove down to Toronto once I got there the clutch broke on me *** ********* ****** ** *** ***** *** ***** it made me lose control and drove onto a 5 inch curb engine bracket broke off and everything just went terrible. So I texted the manger no reply for like a week and then he blocks me. *** * ****** *** **** *** ****** ***** **** *** *** ***** * ** *** *** **** **** *** *** ** **

  Business Response

  Date: 10/08/2023

  We have dealt with this client and his requests, (however outlandish they may be), to the best of our ability. The client has indicated no further action on our part is required.

  Please close this case - it should never have been opened in the beginning.

  Customer Answer

  Date: 17/08/2023

   I am rejecting this response because: they haven’t been treating me very good and it’s clear that they know they messed up.
  
  
  ****** ****

• Initial Complaint

  Date:26/07/2023

  Type:Sales and Advertising 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.

  Ok I have this car that I finance first of all I have only had this car
  for 3 months and I find out it needs to have repairs done to it then I
  find out that I was **** to about an extended warranty on it when it
  don't and then going  through my contract find out it was in 2 Accidents
  and no structural safety done either time I have called the MTO and
  they want a second safety done on the car which in turn I have to pay
  for and I cannot afford that I pay $207.00 every 2 weeks on this car and
  I have to pay I don't think that is fair on me but this is not the
  first car with this company this the second  car now the MTO will not do
  anything until the second safety is done I have emailed the  General
  Manager of this company about this situation and still no reply so I
  just would love some help with getting something done about this because
  this is not fair on me nor anyone else for that matter.I have not
  driven this car since June 27th as I feel for my safety in it and this
  company Approval Genie they are very **** and misleading ppl and
  business.But again surley do hope I can get help and some answers.
  ** **** ** ******* *******
  ** ******* ** * ******** ******* ****** **** ******* ****** **** ** ***** *** *** ******* ***** ****

  Business Response

  Date: 27/07/2023

  Hi *******, 

  ****** our delivery coordinator has requested several times that you contact the warranty company as Elliot Lake is a non-serviceable area for us. If you are experiencing a mechanical break down that is under warranty it will be covered. Again please reach out to ****** ******* to have this arranged. Their contact information for Claims and inquires, is: Email: ******@*************.ca or Phone: ************ should your vehicle need to be towed to a shop you also have roadside assistance. For Roadside Assistance **************. 

  Customer Answer

  Date: 27/07/2023

  I am rejecting this response because:

  Ok I have contacted ****** ******* Warranty and they advised me that they are not covered and no extended warranty on this vehicle were I have proof in my contract stating I paid for it and you don't service this area and why I don't know as there are businesses here but how ever I have got told this from everyone else also so like I said if cannot get a phone call to explain then I guess you guys are the same as everyone else allow ppl to get away with this ty for your and wasting mine.

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

  Business Response

  Date: 09/08/2023

  Hi *******, 

  I am unsure why ****** ******* Is saying that you do not have a warranty. I have called and confirmed you most certainly do. ****** **** ******** a copy of your warranty coverage, the contract number is as follow: ********

  Customer Answer

  Date: 10/08/2023

  
  
  I am rejecting this response because:

  Ok they can send the warranty all they  want idc I'm not keeping the car an besides the speedometer reading don't either to what the contract and safety paper says Omvic knows about the situation also.
  
  
  
  

  Business Response

  Date: 10/08/2023

  *******, 

  You have initiated this conversation on the premise of needing the vehicle repaired. We have corresponded with you in regards to contacting the warranty company. You identified that we "****" about you having a warranty which includes road side assistance. We confirmed with the warranty company that you do have a warranty and we provided a secondary copy of your warranty contract. If you are still not satisfied with the information provided as requested please contact me directly. ****@*************.ca or you can call me ###-###-#### * ***

  Customer Answer

  Date: 10/08/2023

  Ok not interested I have someone else working on this if Iit don't work I'm going bankrupt end of it
  
  
  

• Initial Complaint

  Date:24/07/2023

  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.

  I had went through a company called Approval Genie for a vehicle because I desperately needed one. First they decided to do an ******* 2014 ***** *******. That associate was *****, who had ***** did me hard. He refused to answer any phone calls. He refused to answer any emails. The initial price for that vehicle was supposed to be $9700. Within the warranty time I had problems from the day I got it he refused to contact me back. The vehicle was a lemon. I continue to make all my payments on time, not missing any. They were supposed to take that vehicle back and decided to charge me for it. I than my minivan, total for my van would have been $10,864.11 payments due to start April 9, 2021. They had decided to continue to charge me for the vehicle and *****, and that I was working because when I got the van after all the problems with the *******, * *** ** ********* ***** ***** ****** ** ********* ** ******** *** **** ** *** **** **** ** ******** *** ** ******* ******** The starter had gone in the minivan. Well I told them I wanted somebody to take a look at the van before I got it they told me they did and they didn’t. The starter went within my warranty time. They pushed me towards the car. I have now which they are trying to charge me for all the vehicles now when I never agreed upon that, **** **** ** **** ********** ** **** ** ******* ** *** **** **** * ***** *** ******** ****** **** * *** ******** **** **** **** ********* ** ***** ** *** **** **** * *** ******** ***** * ******* now they are trying to charge me $53,588.08 which does not add up. I had also signed a loan for $5200 under my name and put it into all the paperwork *** ******* **** **** * *** * ****** *** ***** ********** ** ** ***. They rushed me to sign all the papers as fast as possible, which I did as I was told to only find out now after finding the PaperWorks of all this *****. Since finding all the errors I had refused to make all payments until they fix their numbers.

  Business Response

  Date: 25/07/2023

  I have sent the client an email as the phone number provided is missing a number. I find the email difficult to understand so I would like more information. 

• Initial Complaint

  Date:15/06/2023

  Type:Product 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.

  On Friday May 26th, 2023 I brought my 2017 ****** ********** to ****** ****** for further inspection because there was noise and smoke coming from my vehicle like I explained to you 2 days after I picked up the vehicle. * **** **** *** pictures of the services that were overdue and you told me to reset them as they were all completed. ****** ****** called me and told me that they used a dipstick to check the oil and the oil was completely dry. They also explained to me that both cabin and air filters were absolutely disgusting.They also advised a throttle body be done on the vehicle as it has not been done aswell and the vehicle was idle. June 12 2023 car engine blown.

  Business Response

  Date: 15/06/2023

  We are already working with this client on this vehicle. It is currently sitting with our mechanic. If you have any problems please contact *** ** ************. The client is also in a rental that we are paying for. Please contact us, as we also want to resolve this quickly. 

  Customer Answer

  Date: 16/06/2023

  I am rejecting this response because: I have exhausted my own money with no idea as to when or if this car blown engine is being replaced or why I can’t receive another vehicle from the dealer.
  
  
  ***** *********

  Business Response

  Date: 16/06/2023

  Vehicle doesn't have a blown engine, it didn't even have any kind of engine lights on Vehicle is perfectly driveable. We are looking into it as you have complained about burning oil. Vehicle is going to be fixed and in the mean time I have told the customer I will be paying for the rental. Issues will be fixed.

  Customer Answer

  Date: 19/06/2023

  I am rejecting this response because: if the vehicle was in perfect driving condition, why has my vehicle been with the mechanic for a week? The vehicle is burning oil as well and according to your mechanic needs a new engine but the ****** ******* warranty refuse to help fix it because it is your responsibility not theres.Their mechanic advised that my car is no longer in his possession cause the price to fix it you prefer the cheaper route. He advised my vehicle is in the Approval Genie lot. There was apparently a specialist contacted to deal with ******** vehicles to take a look at the vehicle, but the car is parked at your Mississauga location. Also, I’ve been taking **** to and from work everyday, Monday- Saturday which costs me $40-$50 each way. ***, you have not paid my rental don’t ***. Please note this issue was reported to *** in sales on the 2nd day I received the vehicle. I want another option or reverse the vehicle purchase my deadline for this is Friday June 23rd, 2023.
  
  
  ***** *********
  
  
  

• Initial Complaint

  Date:15/05/2023

  Type:Product 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.

  16 months ago I purchased a vehicle from your company from a gentleman named *******. I was asked what I was looking for which was a domestic 7 passenger vehicle. I was given 2 options, a ********** ****** and a ******* ***** ** XL. As a family of 5 my only choice was the ***** **. No information was provided to me about the vehicle or any of the money that would be owed upon pickup. We did not see the vehicle prior to pickup. When we received the car I questioned the cracked right passenger mirror and the flat left back tire, I was told he would follow up with his mechanic and get back to me, to which I never received a call back. I have had nothing but problems with the vehicle since my purchase. I have contacted the company on numerous occasions regarding issues with the charging system, the starter, and the battery. Again no response from the company. The vehicle required an alignment and at that time I was told that all of the clips underneath were missing and the front right wheel was bent. We have since learned that this vehicle was in a collision in 2019, this information was not disclosed to me at the time of purchase. I have maintained the vehicle with regular oil changes and parts as required. Fast forward to today, the engine has now seized. I am not satisfied with the purchase that I made, I am not responsible for the underlying and previous issues with this vehicle and in order to resolve this matter I am requesting that your company repair or replace the engine in my vehicle.

  Business Response

  Date: 19/05/2023

  Good Afternoon 

  It is unfortunate that you have an engine problem with the vehicle however there is no way of knowing that this could happen approximately 18 months later. Your vehicle came with a 30 day 5000km safety related item warranty. Your purchase also has a powertrain warranty for 2 years or 40000km 2500 per claim warranty. When we spoke I asked if you had to replace any safety related items in the first 30 days and if so I would reimburse you for those expenses. I also said to you that it would be wise to get another opinion in regards to the actual problem and what are the options for repair. As mentioned this is an unfortunate circumstance but as a company we can not cover vehicles for an unlimited time or extended time frames. If you would like some suggestions on where to take the vehicle for an opinion on the repair please let me know.

  Customer Answer

  Date: 19/05/2023

  I am rejecting this response because this is not acceptable. I’m paying over $50,000 for a vehicle that your company sold me that no longer runs less than a year and a half later.
  
  
  
  
  ***** *****

• Initial Complaint

  Date:23/03/2023

  Type:Sales and Advertising 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.

  Falsified documents submitted by Approval Genie in Hamilton. ** ******* ****** *** I attended the office at *** Upper James for a pre-approval to start building his (******'s) credit from 0 with myself as a co-signor. I am just recently (as of last night around 6:30) in receipt of a contract signed by myself and my partner that I had to fight to get from ***** ********* and Dale *********. There was no VIN involved when we were working with ***** as he was to be looking for a vehicle for us and said he would provide VIN via email when we picked vehicle. We looked at this particular vehicle while we were there at the dealership and all that was said was that was the type of vehicle we were looking for. They have been withholding crucial information and are saying I am bound to the contract that I unknowingly signed. I was told it was a preapproval only. No down payment was left and no receipt was provided. I am not in possession of this vehicle and have an email trail of my cancellation requests. All attempts at thus far at coming to a solution have been met with ********* and a flat out response of "you signed the contract so you have to buy it" I have contacted OMVIC via the complaints email and have provided OMVIC with a lengthy breakdown of the events (********) that have transpired since March 17, 2023. I will be following up with OMVIC today.

  Business Response

  Date: 03/04/2023

  This deal has been cancelled. The client has requested that we do not deal with her directly *** **** *** *** ** OMVIC. The information the client has stated is completely inaccurate and false. Every document was signed in good faith and the client was extremely happy upon conclusion.  Approval Genie has done everything correctly and accurate through this transaction. If you require any other information please let me know. 

• Initial Complaint

  Date:08/02/2023

  Type:Order 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.

  ******** ** ** email I received from the company. I have never applied for a loan and received a *********** email. I do not want them to check my credit, I do not want their services. **** *** ******* ********* I want this documented for the purpose of legal action should they do anything else *****.

  Business Response

  Date: 08/02/2023

  There is absolutely nothing about what this complaint is for. Client applied for an auto loan and subsequently never called us to follow through with the application. This is standard procedure, to prevent fraud. Please have the client reach out to me directly at ###-###-####. 

   Thank you,

  ** *********

• Initial Complaint

  Date:28/11/2022

  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.

  ***** from approval genie sold me a ***** ***** *******, he had me trade in my beautiful **** ******. It’s been 2 months and the wiring is gone on in it. Nothing works in the vehicle, he will not return any of my phone calls to resolve this issue. This car was supposed to be a family vehicle *** * *** ** ****** **** ** ******** ** **** *** ****

  Business Response

  Date: 09/12/2022

  Reached out to the client this morning and we are getting the client to go over to local mechanic and we are taking care of everything.