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:26/09/2024

  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.

  I purchased a 2017 ****** ***** from Toronto ******** *** on Sept. 9, 2023. I purchased the extended warranty they offered as the car was used and had ~151 000 km on it. The warrant was for up to 2 years or 50 000 km, whichever came first. The car was serviced on May 30, 2024 by my mechanic in Brampton at approximately 166 000 km on it. They denied coverage based on the following criteria:
  
  1) The receipt I provided was not valid proof of payment because I did not have a credit card or bank statement to confirm that I paid for it. They deemed that cash payment was not valid.
  
  2) The vehicle had to have an oil change within the first 10 000 km and as such, my warranty was invalidated on that basis.
  
  I had taken my vehicle to ******** ******, an authorized ****** Dealership to get a a diagnosis and an estimate of the work which they submitted to Guarantee VC; ******** ****** estimated the cost of a new engine and labour would be approximately $7000 to $8000 .
  
  As a measure of "good will" they would allow me to take the vehicle to the auto shop they work with, ********* ****** in Toronto, for another diagnosis and estimate. I am very hurt by this for the following reasons:
  
  1) I paid for a warranty in good faith that it would be honoured should I encounter any major issues within the first 2 years
  
  2) If I tow my car to ********* ******, I have no idea what their estimate will be
  
  3) I find the reasons for invalidating the warranty unfair
  
  4) I am a physician that has had to cancel clinical days to deal with this matter and it is very challenging to navigate this on top of a busy schedule.

• Initial Complaint

  Date:03/02/2023

  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.

  On January 3 I contacted GVC to find out how to file for a claim for warranty for my windshield wiper motor as it was not working. They sent me their claims process which was to have the mechanic submit the cost of work and parts then they would approve it and then the mechanic could do the work. On the 21st of January, after calling around for parts, my mechanic submitted the claim. The part could only be gotten from ***, there were no other places to get a refurbished motor. And because it took a week to get the part, it was ordered to prepare for the work. On the 24th of January my mechanic hadn't heard back from gvc yet so he emailed them again. On the 25th they claimed that they hadn't recieved his initial email. He does have proof of it being sent. I told the mechanic to do the work, I needed my vehicle back. And gvc said they'd have an answer that day within the hour. Although the work wasn't done yet, gvc emailed back and said that they were only going to cover $120 of a bill that is $505.52. They claim thet are only covering this for "good will" because the claims procedure was not followed. So, they were covering the labour, not the part. They also gave the reason for not covering it as we could've gotten a refurbished part, which was not the case. We did follow the claims procedure, they dropped the ball. The message showed as being opened several times but they claim they didn't receive it. And when we did get an answer the work hadn't been done yet. What upsets me is 1) a wiper motor should be a lifetime part, covering it should be standard 2) That they deny getting the email prior to the 25th even though my mechanic named the claims agent to me on the 24th. He wouldn't have known unless hed talked to them previously. 3) that the clams agent told me directly that covering this is at the agent's discretion. A wiper motor shouldn't stop working at 136,000 km. They shouldnt be allowed to deny the full claim because they just don't feel like covering it.