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:05/05/2025

  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 bought a vehicle from car-on, I later was going to trade with another dealership only to find that the carfax that I was given from car-on was different from the one the other dealership pulled up. It indicated an accident that had not been disclosed in the carfax nor the Car-on dealership. I did go through *****, they suggested I do an agreement with car-on or take it to civil courts. I was willing to work with CAR-on and trade in with them and they would give me a great deal. First off they didnt have anything I liked but decided on a ********** atlas. The price they were going to sell to me was above what they advertised on line with car guru and it also stated that their asking price was to high.

  Business Response

  Date: 07/05/2025

  When Ms. ******** ******** purchased her vehicle from us, a clean CarFax report was provided at the time of sale (attached). Sometime after the transaction, a $4,000 damage claim was added to the CarFax, which impacted her trade-in value at another dealership. Upon learning this, Ms. ******** contacted us.
  

  We reviewed the updated CarFax and, in good faith, offered to take her vehicle back in trade with no penalty effectively eliminating any financial loss she might incur due to the report update. As a one-price store since 1998, our advertised prices are final and non-negotiable. We do not charge admin or finance fees, only minimal fixed costs for gas, licensing, and OMVIC.
  Ms. ******** declined our offer and instead purchased a vehicle elsewhere. While she later requested $10,000 in compensation, we maintain that our offer fully resolved the issue without requiring her to incur any loss. Our trade-in offer was not only fair, but higher than both another dealers offer and an independent GM stores appraisal, even excluding the accident claim.
  

  In addition, we made several goodwill gestures:
     Offered to deliver her new vehicle to ********,
     Safetied a vehicle specifically for her,
     Allowed her to cancel a legally binding purchase agreement without penalty, and
     Returned her full deposit.
  

  OMVIC, after reviewing the case, was satisfied with our handling of the matter. We have taken all reasonable steps to ensure Ms. ******** was treated fairly and respectfully throughout this process.

  Customer Answer

  Date: 07/05/2025

  Complaint: 23289780
  
  I am rejecting this response because: according to my memory this is not what happed.  My files are too large to upload.
  
  
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 08/05/2025

  Again, going to paraphrase our last response:

  In addition, we made several goodwill gestures:
     Offered to deliver her new vehicle to ********,
     Safetied a vehicle specifically for her,
     Allowed her to cancel a legally binding purchase agreement without penalty, and
     Returned her full deposit.
  
  OMVIC, after reviewing the case, was satisfied with our handling of the matter. We have taken all reasonable steps to ensure Ms. ******** was treated fairly and respectfully throughout this process.

  Customer Answer

  Date: 09/05/2025

  Complaint: 23289780
  
  I am rejecting this response because: the issue was not having to go pick up the vehicle, especially the fact that I found a out through trying to trade for a ******** in ********, that I had to pass up and it was a pretty great deal.  Only to find out my vehicle once the carfax was pulled significantly dropped the value of my truck.  After going through Omvic and having conversations. My choices were to accept car-on and give me a DEAL  towards a new vehicle.   I honesty did not see anything I wanted but settled on a **********. Did all paperwork but not happy when I researched and noticed the ********** was over priced so while it looked like they gave me a deal on paper that my trade ins value looked like they agreed to give at the value I would have gotten, the ** was significantly overpriced.   When asked to come down on price they would not budge.  Also I did cancel the contract as it states in their advertising that you can with out penalty or questions asked.  

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

• Initial Complaint

  Date:27/02/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 car that was not safe. They used the old system to falsify information on it. I went in 3 times and they didn&#**;t actually fix my car. They didn&#**;t hear anything I was saying and wouldn&#**;t even check the car. They took it for road tests and I told them you just need to put it in gear and go forward to hear the sound. They wouldn&#**;t take me seriously when I told them what was wrong with the car. On the sheet that I have here it says there are a couple of maintenance expired. There are 4 codes that came up to be looked at and they are expired. They gave me the car when I have not paid off the deposit. I sent him a video and they knew something was wrong with the car. I want to be refunded for the repairs I paid for on the car.

  Customer Answer

  Date: 13/03/2025

  They did not give me the safety with the car originally. I had to ask 3+ times for them to send it. The vehicle I was sold was not safe to drive. It does not feel like they are taking this seriously.

• Initial Complaint

  Date:04/12/2024

  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 found this dealership, Car-On Auto Sales on-line while shopping for a new vehicle. I found one to my liking and reached out to their sales team. I was then informed to secure the vehicle I would need to put a $500 deposit down. So on Nov 9, 2024 I e-transferred the funds as instructed by one of their associates.After doing so I was told I would be contacted by someone in their finance department. I spoke with finance and they stated my credit was low and I would need a co-sign which I provided. After a few days we received the unfortunate news that due to our credit, the application was not approved. It was then discussed that we would not be moving forward and my deposit would be returned to me via e-transfer.I was then told they sent a cheque in the mail which I was dissatisfied due to the ongoing Canada Post ********* was accepted via e-transfer therefore it can/should be returned the same way. On Nov 26, 2024 I was advised that they would reach out to the accounting department to do a stop payment on the cheque and arrange the ************* is now Dec 4, ******************************* their possession. I have patiently been waiting for a resolution and now have become very frustrated. followed up multiple times since and have been given the run around. I am also running into issues trying to secure a vehicle elsewhere as another application was submitted by them that I was not aware of and I need my $500 returned ASAP to secure a vehicle elsewhere.Up until now my experience was positive but now I am disappointed at the lengths I've had to go to get my money back.I have expressed to them that I would appreciate this being expedited. The longer I wait the more frustrated and concerned I become that I am being scammed. Because of this I felt it necessary to report this to The Better Business Bureau.Your attention and time is appreciated.Thank you ******** ******-*******

  Business Response

  Date: 22/01/2025

  We sent her money back by ********* on Dec. 4th.

• Initial Complaint

  Date:08/11/2024

  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 gave a etransfer deposit for a truck on May 13, 2024. I've contacted the company several times. They keep telling me they will mail me a cheque. I have not received my refund!!

  Business Response

  Date: 11/12/2024

  This consumer accepted an e-transfer last week.

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Went into CarOn Auto on the 29th of June with hopes of purchasing a vehicle I was greeted by **** a salesman who is great at selling trucks. I was put through to the finance manager **** who is very energetic and enjoyed to speak over you. He assured me that I would be able to pick up my vehicle on July 6 the following weekend. I had already made a four hour trip to purchase the vehicle. Upon returning July 6 the vehicle was not ready, and there was an overall lack of communication. This is when I started speaking to cow cow a manager. He worked his best and got the issue fixed upon receiving my vehicle on the following Monday I proceeded to drive home two hours upon getting home. I started this year loud exhaust noise. I looked under the vehicle and realized that one of the exhaust flanges wasnt tightened down and there was a leak coming from my transmission the vehicle had just been worked on relating to transmission issues , I asked for to provide a work order relating to the transmission fix and he never did. I brought the truck into a technician July 29 to have it inspected. They assured me that the damages were caused by the technician when reinstalling the transmission furthermore reaching out to **** he does not answer My text messages and I have been waiting three days to hear from their service department to To pay the $700 it cost to remedy the issue caused by their own service department during the safety.The vehicle is still under its 30 day return period And if I choose ******, I will be on the hook for almost $5000 as part of their contract.

• Initial Complaint

  Date:10/07/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 bought a 2016 audi q3 from . Car was nice but had issues (headlights not adjusting properly, head unit malfunctioned etc). The salesman was comforting and said they'd take care of all that. The car was lowered with aftermarket parts, although I was worried about it I liked the look so I asked many questions. I was told that the coilovers were in good condition and could be raised about 1inch if I thought it was to low. And knowing that lowered cars are often modified I asked if any other mods were made. The salesman said no, when we opened the hood it had an after market intake. I pointed that out and he said they don't consider that as modifications and assured me no other modifications were done.When I picked up the car, the wheels that it was being sold with were not on it. They changed them for smaller wheels and delivered the car as such. I asked why, and they said they wanted to show me good will by gifting me a winter set of wheels which they took off another car. Keep in mind that we are nowhere near winter this was in late August or September. So I asked them to put the summer wheels back on and they said they were too busy. After a few weeks, I decided the car was much too low, and wanted the nice black wheels on. I took it to a shop and they explained that the coilovers were very cheap quality and hadong been seized. The dealership would have had to change the wheels as they couldn't raise the car and it would not pass safety with the summer wheels on as they rub on the inside fenders and showed me the wear inside the fenders and the marks on the sidewall of tires. Further he also pointed out that there was no catalytic converter.I want the dealership to take the car back, I tried to go back once already, they have me a really hard time and tried to force me into a vehicle I didn't like, the salesman said he'd contact me and never did I followed up and no response so tried to sell the car privately but no one can buy it without a cat converter.

• Initial Complaint

  Date:16/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Date of Transaction: July-31-2023.Total Obligation $22,422.81 They were supposed to provide a car that has gone through a proper safety. The first passenger I had 24 hours after picking up the car sliced their hand open on a shattered and dangerous seatbelt buckle, after the car had been "Thoroughly inspected". So a safety inspection was not done properly yet they falsely filed with MTO stating it passed safety.And after the first time I charged the vehicle the engine light came on and locked me out of being able to charge the car at all. The company said they would order the part in and do a software update that fixes the charging issue all at the same time. That was over a month ago, when asked they just keep saying they are waiting on a part. It doesn't take a month to order they just don't want to order the whole mechanism because it costs a couple hundred dollars just to take the cover off a buckle. Which also means I still can't charge my Hybrid vehicle.

• Initial Complaint

  Date:23/05/2023

  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 (started financing) a 2018 Mazda 3 from this business on June 21st, 2021 for around $24,000. I was told I could make additional payments as it is an open finance. I was not given any paperwork stating the total cost of the car, what percentage of interest I was being charged, nor did they tell me how to make additional payments. I have contacted them over 10 times in the past year and a half, and they have failed in all counts to contact me back or answer any of my questions. I feel like I am being forced to pay more in interest as my finance is taking the entire 5 years to pay off since I cant make additional payments. They also send all of my recall information to my old address and I can't get them to change my details. This business is very shady and took advantage of me being young and naïve, as I was purchasing a car for the first time by myself. The fact they they do not return my phone calls or emails is disgusting and I have had to pay so much interest on my vehicle thanks to their negligence. I want a copy of my invoice and financing information.

  Business Response

  Date: 05/06/2023

  Quick follow up regarding the Complaint # 20094674 for ********* *******. 
  Since the complaint we have spoken to her and she has visited the store to retrieve what she was looking for and told us that she would be reaching out to *** to close the file. 
  
  Please let me know if you require any further information from me 
  
  
   
  ***** *****
  ******* *******
   
  

  
  

  
  

  Customer Answer

  Date: 05/06/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20094674, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** *******