Complaints

This profile includes complaints for Carling Motors Co. Limited's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Carling Motors Co. Limited

  1638 Carling Avenue Ottawa, ON K2A 1C5

  
• 

  Carling Motors Co. Limited

  1622 Carling Avenue Ottawa, ON K2A 1C5

  

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:28/09/2024

  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.

  THE BIGGEST MISTAKE OF MY LIFE was purchasing a Volvo from Carling Motors (owned by **** *******). In Aug 2021 I purchased an XC40 P8 Recharge, not even four months later (Dec) I had to take it in for service due to failed parts. Fast forward to July 2024 and I'm now at 15 service visits with the same parts having been replaced multiple times. At that point the service manager arranged for Volvo to send an engineer to inspect my vehicle and he confirmed that the bearing assemblies and brake pads were defective. Currently there are no replacement parts available and after multiple follow *** OVER THE LAST MONTH to Volvo Canada by the service manager, he has not received a response. He suggested I speak with the General Manager (***** ******), but after almost THREE WEEKS and multiple follow *** by the service manager (on my behalf), the ** has still not bothered to contact me. So I've spent 80+K to drive a broken vehicle around for THREE YEARS and Carling Motors senior management doesn't seem to care in the slightest. I guess I'm just garbage to them. I can't even sell my vehicle because of this. If that wasn't bad enough, Volvo seems to still be building and selling XC40's with defective parts as there are people with 2024 models experiencing the same issues (I've also found people in ****** and the US experiencing the same). I never thought I would be able to own a "luxury" vehicle, but the stars aligned and I was able to do so. What was supposed to be a dream come true has turned in to a three year nightmare. The only positive in all this has been the service manager (*****). He's been awesome and the only person who has helped me, but he's now exhausted all options under his power. These comments are 100% factual, supported by evidence and represents my personal experience. I want my money back or a replacement of the same model thats free of defective parts. Lastly, I would also like to mention that the interior of the vehicle is now starting to fall apart.

  

  Business Response

  Date: 08/10/2024

  I am personally in contact with Mr. Phillips and I am deep diving into these issues in order to get to a resolution. 

   

  Please contact me directly at 613-729-2222 ext. 2100 should you have any questions.

   

  Thank you,

   

  Dan Gervais
  General Manager  |  Carling Motors Volvo & Mazda
  1638 Carling Ave. Ottawa, Ontario  |  Tel 613.729.2222
  Ext. 2100  |  Fax. 613.729.3548
  www.carlingmazda.ca  |  www.carlingmotorsvolvo.com

• Initial Complaint

  Date:11/08/2024

  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 express extreme dissatisfaction with the repair service provided by Carling Mazda **************** in ******, ********** Mazda 3 GT underwent repairs in 2016 for a minor accident which were covered by a lifetime warranty. In 2022, I noticed rust developing in the previously repaired area. I requested repairs in June 2023 and despite multiple attempts to contact the dealership, I received no response for and repairs were only initiated following intervention from the insurance company. The repair process, initiated in May 2024, was estimated to take two weeks but ultimately took two months to complete.Upon receiving my vehicle, I was dismayed by the poor quality of the repair and the overall condition of the car. Issues included visible rust, improper paintwork, a filthy interior, damaged components, a displaced and scratched side mirror, brake problems, rough idling, and spongy brakes.I am requesting a comprehensive detailing, a ****** km maintenance service, and a brake inspection. Due to a lack of trust in Carling Mazda, I would like this work performed at a different Mazda dealership and paid for by Carling Mazda. The dealership's complete lack of communication and responsiveness throughout this process is unacceptable. Photos are available upon request. (unable to upload here). The same photos were sent to the dealership.

  

  Business Response

  Date: 22/08/2024

  The bodyshop manager has reached out to customer and we will make 

• Initial Complaint

  Date:01/12/2023

  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 2020 Volvo XC60 in mid-2020 from Carling Volvo. A few months after taking possession a rust spot began to emerge from the hood just above where the passenger side wiper arm resides. Despite numerous complaints over many months Carling Volvo refuses to address this issue. First, the car was apparently faulty when it was delivered to me. Second, the car has a rust warranty. I am asking for the rust spot to be fixed.

  

  Business Response

  Date: 08/01/2024

  We met with the customer on the 29th of December and Technician and Service Director inspected his car.  We have new photos and have explained to the customer the approach I will be taking towards a potential repair.
  
  So its not fixed or solved but it is in progress.
  
  

  Customer Answer

  Date: 08/01/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/10/2023

  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.

  Dealer Info Name of Dealership: Carling Motors Co. Limited, Carling Motors Volvo Address: **** Carling Ave City: *************************** Province: ******* Name of Manager: *********************** Name of Salesperson: ***************************** Vehicle Info Date of Purchase/Visit: 2019/10/18 Vehicle Make and Model: Volvo XC90 Inscription Year of Manufacture: 2019 Purchase Type: Lease Purchase Price: ******** Vehicle Identification Number: ***************** Odometer Reading: ***** KM Complaint Info Details:The dealer sold me a **** car as a New car when they should have sold it to me as USED. The dealer charged me for ****** KMs on the Lease (****** KMs per year) but based on what was submitted to the leasing company I only got allocated ****** KMs. The dealer indicated the wrong mileage on the lease agreement at ***** KMs when the vehicle had ****** KMs on it at the time of purchase, now they claim that I have no proof of that but if you check their records it will indicate ****** KMs instead of ***** KMs. The dealer charged me for Freight and PDI when they should have not as it was a **** vehicle that was sold to me. They now claim they are not able to remove the charge due to software limitation because they had to use a New Retail Sales Agreement, which contradicts directly with the Dealer Bulletin that ***** put out on May 7, 2018 titled "****NSTRATORS ARE USED VEHICLES, New Vehicle Charges Cannot be itemized on the ***** They are also claiming that they applied a discount on the overall in lieu of being able to remove the charge which is false they provided a big discount because I purchased 2 vehicles at the same time from them and they were trying to get rid of the **** unit. I attempted to resolve the issues with the dealer directly by reaching out to them in good faith, but I was bullied, intimated and threatened by their General Manager ***** specifically advised that it is in my best interest to not go to ***** on this topic.

  

  Business Response

  Date: 11/10/2023

  Have been in touch with customer, he also contacted *****. I asked him and we agreed to wait until we hear from them. I have solved the km allowance issue.

• Initial Complaint

  Date:25/07/2023

  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.

  In October 2021 I bought out the lease on my 2017 Volvo S90. I purchased an extended warranty for two years at a cost of $3,000. I have an email from sales personnel stating I would be covered through October 2023. I went into the service department for a warranty issue in December 2022 and was told that my warranty was no longer in effect because the on-the-road car date was October 2016, Though I purchased in October 2017. I have repeatedly asked the dealer for either a commitment to honor the warranty or a refund for the months I was not covered. It has been over 6 months and they have yet to contact me on this issue.The salesman was ***************************** and the manager is ***********************.

  

  Business Response

  Date: 15/09/2023

  Hello,

  On both transactions (1. the original lease 2. the lease purchase) the documentation clearly states the warranty start date. **************** was aware that he was purchasing a vehicle that was previously put in service and the original lease purchase price discount reflected that. On the second transaction (the purchase of his lease) the registration and purchase of the cpo warranty also came with the benefit of a much lower interest rate of .99%. 

  Please contact me directly should you have any questions.

   

  Thank you,

   

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

  Customer Answer

  Date: 19/09/2023

   
  Complaint: 20372766
  
  I am rejecting this response because:

  Thank you for contacting me with a response from Carling Motors.  That in itself was a notable achievement given that this issue was first raised with Carling Motors 9 months ago in December 2022.
  In their response it would appear Carling Motors are suggesting that because of a price discount on the initial lease and low interest rate on the buyout that they feel they do not owe me anything. They in no way answered my issue of being sold something that was not delivered.  I was of course aware of the fact that I was leasing a dealer car with 10,000Kms and that is the very reason I was insistent on making sure I purchased warranty coverage for the entire term, both initial and buyout.

  
  I am not sure why Carling Motors thought that an initial price discount on the lease and a low interest rate on my buyout were in any way relevant to the issue at hand, which is:  I purchased 2 years of warranty for $3,000 in October 2021 and in December 2022 was told that that my warranty was no longer in effect.  This denial was done despite my receiving an email from sales staff at the time of purchase stating that my new warranty would cover the vehicle until October 2023 or ******* Km.
  Regardless of any Volvo warranty start date, my initial warranty document clearly stated that the warranty covered 60 months from 2017-10-24 to 2022-10-24.  (see attachment 1 - initial warranty).  When I decided to buy out the lease in October 2022, I requested additional warranty coverage to cover the two years from October 2021 to October 2023.  I was told the cost for this was $3,000 and I agreed.  I wanted to make sure that we had a common understanding so I sent an email asking the salesperson to confirm that the warranty would cover the full period from end-of-lease through October 2023.  I received an email response from the salesperson (see attachment - S90 *********) stating that the new CPO warranty would now be covered up to October 2023 or *******Kms whichever comes first.

  
  Thus, I was very surprised that in December 2022 I was told that I was no longer under warranty.  I am asking Carling Motors to pro-rate the $3,000 over two years and to reimburse me for the service I never received and to which I was entitled.  I believe I am owed $1,500, $125 per month from November 2021 through October 2023.

  
  As to my decision to contact BBB, my more general concern is the disconnect between the sales team and the management and service teams at Carling motors.  I have already experienced this disconnect several times during my initial lease. 
  *************** was my initial salesman and promised me that the On-call service that facilitates remote starting of the vehicle was valid and paid for the full term of the lease. However, in January 2019 this service was discontinued.  Carling motors informed me that the full coverage was only included with 2018 models and that **** had made a mistake.  I still believe that Carling Motors should have honored the agreement made by its sales staff however they refused but did offer to cover half the cost.
  Similarly, I would often receive a bill from the sales desk for work performed under warranty or winter tire packages which I would then have to send to the sales department to straighten out.
  I have also noticed on public social media forums that other people have also experienced salespeople promising more than Carling Motors management were willing to deliver.
  Thank you for facilitating this conversation.

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