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:25/11/2022

  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.

  On November 15th, 2022, My GLC300 had a gasoline smell, so I dropped my car at Star Motors Ottawa and asked them to check both the gasoline smell and the left side camera. After that the service advisor asked me to sign a work order, so I understand that $165 hourly inspection fee if the smell is not covered under warranty; the paper also stated that Star Motors promised to give the vehicle back on Nov. 22nd, 2022 18:00.
  
  I called several times afterward.
  
  On Nov. 23rd of 2022, I called the service advisor again, and he told me if I would like to replace the low-pressure fuel line for $550; I only agreed on changing the low-pressure fuel line and expected the bill to be $550+ tax .
  
  On Nov. 25th, 2022, there was a lady called in and asked for a total charge of $1423.53 (it charged me a gasoline diagnosis fee, left side camera diagnosis/ calibration fee + low-pressure fuel line installation, and part fee); but I never get the total estimate ahead of time.
  
  Here is the violation the dealership made:
  1. The dealership has violated the consumer protection law Section VI REPAIRS TO MOTOR VEHICLES AND OTHER GOODS 56(1) - I did not receive the total estimate before proceeding with the repair.
  
  2. The dealership has also violated the consumer protection law Section VI REPAIRS TO MOTOR VEHICLES AND OTHER GOODS 58(2) No repairs shall charge for work or repairs for which an estimate by more than 10%.
  
  3. The dealership did not offer to return the parts the consumer that was removed from the vehicle which violated section 61(1)
  
  Other than that, the dealership failed to meet its commitment.
  1. The dealership did not offer any loaner vehicles for the consumers in-between Nov. 15th,2022 to Nov.25th, 2022. only 1 time
  2. The dealership did not finish the work on Nov.22nd, 2022; And no one called me until I reached out to the service advisor on Nov.23rd, 2022
  3. The dealership charged me $104.76 for parts and $1155 for labor; It's different from the estimate before.

  Business Response

  Date: 08/12/2022

  The
  customer only paid for the fuel line, labor and diagnostic charge of 1 hour.
   The final bill came to be exactly as it was discussed and approved by the
  customer earlier.

  This should be resolved and file closed.

   

  ****

• Initial Complaint

  Date:19/10/2022

  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 brought my car in on September 21,2022 for a fuel like leak that I had booked two months in advance. Only code my car had was :fuel mixture to lean. They changed my fuel line($1800) I got my car back and the next morning check engine light came on. So I brought it back to the dealer. They scanned it and another code appeared. They said I had to change all my seals and gaskets on my intake manifold.($1000) intense labour job. All seals and gaskets are made of rubber. ($70) bucks in parts all labour. Now they are saying I have to replace my whole intake manifold. ($3000)The same one they thought was good enough to fix all the seals and gaskets. I’m sure the damage done to my manifold intake was done by them and they are trying to penalize me for their rushed incompetency. They should have from the start told me your whole intake maniofold needs to be replaced. They have state of the art equipment in there non the less. Why charge me a thousand dollars to fix all the seals and gaskets on my intake manifold when it should have been replaced in the beginning. I’ve escalated the matter with ******** ****** but I need you guys to help me notifying people that they are running an illegal practice. They have dozens and dozens of horrible reviews of consumers being taken for their money. They are encouraging people into trading their vehicles. To help with sales that have fell. By high pricing service. Please call me ************ there’s so many certain details I’ve left out.

  Business Response

  Date: 08/11/2022

  We are aware of the concerns expressed by Mr. ***** and we are in current communication with him on this matter.  Our team is committed to finding the best possible solution for this customer’s vehicle.

   

  The most recent communication with Mr. ***** was earlier today. The vehicle remains in our possession.

   

  Thank you.

   

  **** *******

   

  Star Motors of Ottawa

  Customer Answer

  Date: 08/11/2022

  
  
  Complaint: 18246609
  
  
  
  I am rejecting this response because: I don’t think it’s fair I pay for the intake manifold since it was due to their incompetency. It makes no sense I should be penalized financially for errors done by their technicians. They made me change my seals and gaskets on my manifold intake to just say you need a whole new intake manifold. Now that they discovered it’s a faulty sensor giving out incorrect and mixed codes. There’s a really good chance everything they made me replace was incorrect! They can’t prove otherwise! So moving forward I look forward to being compensated. I’m sure my manifold intake was good from the beginning. At this point I don’t know what else they’ve done or destroyed in the two month period they have had my car. Honestly at this point I almost don’t even want this car anymore. I have zero faith in the brand and the dealership as a whole. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 10/11/2022

  Our Senior level management has prioritized Mr. *****'s vehicle repairs. At this time, we have requested approval from Mr. ***** to continue diagnosing the concerns until we have rectified all outstanding items. We have not made any request for payment at this time. Our team will contact Mr. ***** once we have concluded our investigation, to review work order and charges.

  Senior Management called Mr. ***** yesterday and a left a detailed message, we are awaiting a call back.

   

  Thank you

  **** ******

  Customer Answer

  Date: 14/11/2022

  
  
  Complaint: 18246609
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** *****
  I never told them to stop working on car. That was the sole purpose of my car being there. Correct I did speak with ***** *** fixed operations manager. At this point they are just telling where they could have gone wrong but aren’t actually telling me what they did to my car. I am convinced that they have destroyed my car. With all this Misdiagnosis I truly believe I have lost the integrity of my car. Could you find out what’s exactly wrong because they are keeping me in the dark. All of this has caused a great deal of stress on me which is affecting my work and personal life. I wake up out of my sleep at night continuously thinking about my car. I hope this can all be rectified before it causes me to fall ill.