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Consumer Complaints

BBB Accredited Business since 24/05/2013

Canem Auto Gallery

Phone: (250) 765-3600Fax: (250) 765-3650

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Customer Complaints Summary

3 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Guarantee / Warranty Issues1
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Total Closed Complaints3

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (3)BBB Closure Definitions
07/03/2014Problems with Product / Service | Read Complaint Details
X

Complaint
They sold me a Motorcycle that was************** in need of major repairs. I have contacted a repair shop who said the wiring alone would cost close to 3000$ which is completely screwed up with a large amount of shorts which is a fire hazard. The rear brake aren't functioning properly and the pads are nil making this a very dangerous motorcycle and headlight is not functioning properly **********************************. None of these repairs were not explained to me and it Needs a lot of work. they claim that they don't deal with Motorcycles but yet their site has a section for motorcycles and they have a partner "*******" cycles that they rely on for work on the bikes.

Desired Settlement
complete refund or total repair of the vehicle.

Business Response
*************************************************************************************** pictures that we sent to ********** in a series of emails ******************************* also a quote from *******, to strip the bike of existing wiring and redo the wiring ********************* We sent about 4 emails with pictures of the bike from all angles. We had a good discussion pertaining to the bike and it's overall condition. He was aware that it needed some work, ie the weeping fork seals, and a new rear tire. We also took care of a few more incidentals, after discussion with the client( straightening the rear fender, and adding new signal lights). The term" weekend warrior" was used a few times, and we represented the bike as best we could. The customer lives elsewhere and wanted the bike sight unseen. The motorcycle is a U-Build and therefore is essentially a work in progress, put together by someone who wants a chopper looking bike, at a fraction of the cost.

When the bike left here it ran well and certainly was able to stop and had a working headlight. I understand that it would vibrate a bit but certainly works as a headlight. The customer called and expressed some concerns re the brakes, wiring and headlight. We agreed to participate, and did so, to the customers satisfaction. **************************************** We were under the impression that that was fair, as he was willing to accept it and move on. The quote for 3,000 to repair wiring, on a fairly basic, build your own, bike is very high and unrealistic.

I have also ******** a document from the loan company outlining their interaction with the customer. *********** also told them that we had come to the table and resolved the issue.

We have a motorcycle section on our website but are essentially a high end Car and Suv dealer. If something comes in on trade like a boat, RV, or motorcycle, we may keep and sell it from time to time. The company which ***** brought up, ******* ***********, isn't our partner but we do, do some business with them, when it comes to motorcycles. They just happen to be located close by and are a high-end custom motorcycle shop. I spoke with them to get an accurate read on what rewiring the in tier bike would look like, He estimated less then $1500 including parts, to rewire it in it's entirety. It is a fairly simple bike and I am certain that it does not need that extensive of a repair. We think that $3000 electrical quote from ************** is quite exaggerated.

There was no warranty, expressed or implied, on the bike, and the bill of sale (which the customer signed) had no mention of extra coverage. We still, in good faith, wanted to help, and did so. We stand behind what we sell, and customer satisfaction is important to us. *********************************************************************************************** He bought a 9 year old build your own bike that was in average condition as disclosed to the customer. We are still willing to help out but the customer needs to negotiate in good faith with us.


Canem Auto
Kelowna B.C.
************

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The quote of 3000 was what was given to me by *********** which included taxes. The amount of 500$ was given to me by Canem but I expressed how this amount was not even close to being able to cover the issue at hand. They said this was all they were willing to do. They did provide pictures but none of them would obviously show wiring issues or broken head nor would it show severe rear break wear********************************* *********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

Final Business Response
Hi *****

**************************************************************************************************
We are willing to put forward another 1,000 to the customer in a further gesture of goodwill. That will be a total of 1,500 that we have put forward after the fact. We run a business, and did not try to unload a motorcycle that was trouble for someone. It's the nature of a u-build to be tinkered with. We put the rear lights on and adjusted the fender as well to try and make the bike decent for the client as per his request. We weren't aware of any electrical issues with the bike and put the 500.00 forward to help with the brakes and headlight. That was in keeping with making him happy. The wiring was brought up on the phone after the fact. The bike was ridden before being wrapped up, and worked fine when we sent it. It also may have had low rear brakes but they weren't grinding, and the bike stopped just fine.

If the customer is willing to accept our last gesture of goodwill, then he can contact us directly and we will send out a cheque, and a form to sign, absolving us of further responsibility re the bike.

If not we are ok with arbitration at this time.

Thanks very much

Canem Auto
*******************

Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
Even though i believe this could have been handled better, i am willing to accept this gesture which will at least deal with the massive wiring issues and not the other issues. ****************************************************************************************************************************************************** I will email **** from Canem to confirm this gesture and await a cheque for the amount of 1000$.

thank you
**************

12/13/2012Problems with Product / Service
11/09/2012Guarantee / Warranty Issues

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