ComplaintsforElmwood Car Sales Ltd

• Initial Complaint

  20/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a car that was priced at 15,988.00 that was supposed to have 130,00km and one previous owner. The bill of sale was changed and I was charged 19,120.00 I was told I wasn’t allowed to test drive it as it had to be delivered and now I have a car that has 144,275km it was owed by 3 previous ppl and naught at action. They charged me 18.99% intrest which was agreed upon but then charged 20.45 annually I was not informed they added gap insurance of 600$ AFTER the papers were signed so I did not authorize this at all there’s a signature on one form where I was supposed to sign that’s not mine and I drove the car 3 times probably a total of 10km and have had to park it because the transmission slips out of gear when it’s moving! I have tried to resolve this and have been told to bad I signed I own it. I have talked to upper management and they will do nothing. ****** *********** is the manager I tried talking to and have been told not to email again that it’s making him uncomfortable. They added 3 bank fees admin fees dealer fees and an insurance I did NOT authorize and sold me a car that they increased the price by 3000$ with a blown transmission and the final bill they handed me is for 39,755.43 for a 15 988$ car that I can’t drive. If I even start the car it is very clear there is something serious wrong with it and now I’m without a car again and I had it 2 days drive it 3 short places. I have tried myself for 2 weeks for a resolution with them and in bold text he sent me Next time do your due diligence and read the papers. Well they sold me a undrivable car that they wouldn’t let me test drive once it was here. Please help me :(

  Business response

  06/12/2022

  The customer purchased a vehicle from us Nov 11,2022. She negotiated, we accepted the offer, she signed all the documentation, we sent all the documents to the bank, we were funded, and then we arranged delivery to Medicine Hat, Alberta.  When the vehicle was delivered to her, she tried to re-open negotiations, so we offered her an additional $250.00 as a gesture of good-will. She accepted, so we sent her the money via e-transfer.  After the complaint finally came across my desk, I did a further audit on the deal, and discovered that our sales manager (no longer working with us) accidentally overcharged her $382.00.  Therefore, I authorized a cheque to be mailed back to her for $382.00.
  
  Our opinion, is that this is like a person purchasing a property through a bank, taking possession, trying to re-negotiate, and then try to give the house back.
  
  I did speak with her on the phone, and she comes across threatening and combative, so discussion is not possible.
  
  Our company has done everything that could reasonably be expected of us to resolve the situation.
  
  Please contact me via email or directly at ************ if needed.
  
  Best regards,
  
  ****** ******
  ***********, ******* *******
   
  A division of Elmwood Car Sales Ltd.
  ************ ******** ******** ** *** ********* ** ******  ************************* 
   
  

  Customer response

  07/12/2022

  
  Complaint: 18442461
  
  I am rejecting this response because:

  So in regards to the response that is not true at all. I purchased the vehicle first of all on November 03 and was told it was coming from Calgary it was brought from Edmonton and damaged. I have all the paperwork from the mechanic with all the repairs that need done. ****** sent the 382$ that he states was the only over charge which is also a lie. They added a 600.00$ gap insurance that was never agreed upon. Or signed for it was added AFTER the contract was signed . Attached you will find correspondence with ****** about the 382.00$ that I also said was sent back as I do not accept it as a resolution and he specifically stated it was money owed and not a resolution. And that was the ONLY effort they have made to do anything at all. I was then told to get the repairs done through my warranty which he never even honoured until yesterday as if you read the fine print in their warranty you are only accepted for the warranty if you are approved for it by them and that an email would be sent to me upon approval. Well what a coincidence it was sent to me on Dec 6th right after they received all of this. Again there has been absolutely no effort on their part to do anything at all and they are being just as dishonest about this statement as they were with every part of this sale of the car and the condition it was in. I have hired legal counsel to move forward as there is not only added charges that were submitted there is also a forged signature on one of my bank forms and it is very clear it is not mine. I would not Perdue this if there were no fraudulent transactions here as I am a very honest individual and I find it very disheartening that a business such as themselves have to lie to protect their wrongs. Nobody there and I have dealt with 3 managers now have for a thing to help. And as upset as I do get with them if is justified at this point. I mean even the warranty they conveniently activated after 4 weeks and a repair bill they couldn’t even offer to pay the deductible when I said I wouldn’t. It is absolutely unacceptable that they are providing zero cooperation or wanting to help a consumer but would rather lie to not have to. Please find attached proof of correspondence with *****.
  I would like to have this escalated by your department please as this is not right what they are saying and doing.
  AMVIC also has an open complaint and feel strongly enough that they most certainly are and have done many wrongs it has been escalated to there investigation department. If nothing wrong was done they would not waste valuable time on something that had no merit.
  

  
  

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

• Initial Complaint

  29/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used SUV from them and according to the inspection was in mint condition. Approximately 3 weeks after signing the papers I started having issues with the transmission and the front end. I brought these concerns up to the saleslady I dealt with and was asked if I was calling their mechanic a liar. She said it was inspected and passed. Now 3 and 1/2 months after purchase I need a new transmission and major front end work. My vehicle is a 2013 ***** ******* and is sitting at ******** ***** in Spruce Grove needing over $10,000 of work. Elmwood has yet to return my many calls to resolve the issue of them selling me a vehicle that in words of mechanic at ******** ***** should not have been sold in that condition. I can't afford lawyersto fight in court. Can you please help me resolve this issue. I think they are liable for any repairs

  Business response

  29/07/2022

  Please have the customer call me directly on Tuesday morning anytime after 10am. Thanks. 
  ***** ************

• Initial Complaint

  31/01/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  January 8 2022, discussions with sales person Travis C********** via phone and text message. Agreed on a car for me to purchase, 2017 ****** ******. Deal to include, free delivery to my address in Fort McMurray and winter tires. 01/ 13 2022 offered $500.00 cash back for insurance down payment reimbursement offered to me Via text message by Travis. 01/ 15 2022, purchased insurance and provided Travis with proof of insurance. Inquired about the reimbursement and was told I would receive it 01/19 2022 when the insurance policy came into effect and the car was delivered. 01/18 2022, checked in with Travis vid text for the scheduled delivery the following day, no response. 01/ 19 2022, conversation with Travis stating someone went to the registry and there may be a delivery delay due to road conditions. Acceptable. 3 hours later I’m told the car was still in for its mechanical inspection and to be Detailed. I questioned why none of this was done prior to knowing that the car was due to go out for delivery that morning? Was told that service didn’t update the log so there was miscommunication. Inquired about the insurance reimbursement money once again and double checking that there was winter tires placed on the car ass discussed and I was informed they were not doing winter tires now due to the cost. This was not communicated to me no where throughout negotiations. I was told by Travis he would make it happen as the ownership owed him a favour. And nothing done about me receiving the reimbursement money. I expressed how dissatisfied I was and never heard back from him. Discussion with the Manger named Jen about the on going issues and finally by the end of it she agreed to provide the tires, delivery And $500.00 reimbursement as promised. Delivery now rescheduled to 01/27 2022. Inquired about delivery on 01/26 2022, told it was delayed again until Friday 01/ 28 2022 and the insurance reimbursement check would be with the car documentation. It wasn’t! I

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