ComplaintsforWillowbrook Motors Ltd.

• Initial Complaint

  24/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They owe me money for insurance I pay out of my pocket plus they owe me cash as I was told when purchasing this truck I have 5000 in my pocket got gold bar that I cash in it was only worth 2572 dollars

  

  Business response

  29/11/2023

  Hi ******,
  
  We recently received a complaint from the BBB in regards to your deal on the 2022 *** ****. We explained numerous times, even before the delivery to you, that you need to cancel insurance to get the refund from ****. 
  
  Between the gold bar and **** refund the agreement should be satisfied. Please let us know if you would like to discuss this further? 
  
  I look forward to your reply
  
  Regards
  
  
  Tim S******
  Sales Manager

  Customer response

  07/12/2023

  Well that’s what the manager said but that’s not what saleman promised me saleman said 5000 cash I said are you sure he said he check and texted me back and said yup cause I told him 5000 cash or I don’t take vehicle and he said well it’s a gold bar and 2000 got gold bar never got cash and there vehicles come with 1 yr insurance and after they put me off for a month couldn’t returned vehicle cause they **** to sell me vehicle and just say that how right is that telling me they can’t give cash back after the month and both of them went on a Holliday after they sold vehicle to me couldn’t get answer about the cash I was promised then all of a sudden it’s changes when I can’t return vehicle I am not happy about not getting the 2000 I was promised by saleman

  

  Business response

  07/12/2023

  We have tried to call you several times to discuss your questions. Are you able to call us today - ask to speak to Curtis or Tim ? ************ 

  Customer response

  25/01/2024

  That file shouldnt of never been closed as it wasnt resolved they havent  come good on there end of the 2000 I told them I go as low as 1000 and they havent come good for it wont return my calls

  

  Business response

  30/01/2024

  Hello 

   

  We have tried several times to contact you to discuss your concerns. We would like to clarify the structure of the car deal with you. Please call ********************* today at ************ 

  Customer response

  01/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************** trying calling  2 times today and got no respose response back from *** and he never tried to call me before either 

  

  Business response

  14/02/2024

  Hello - We have tried several times to contact this customer. I do not wish to continue sending responses that seem to be just going back and forth. If the customer would like to come to ********************** or call me directly we can explain the concerns to the customer . 

   

  *************************;

  ************. (I am away until Feb until Feb 20th) 

  Customer response

  15/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************* they never call me at all I answer all calls and they have not tried at all also all they have to do is send me money and I will be happy other wise I am not they owe me 2000 I will settle for 1000 and then its all good so tell them that thank you *********************

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased March 18, 2023 Sold me the car with a huge rock chip then the sales person instructed me to commit insurance by filing a claim through my insurance. 8 days after purchase i complained about some white residue from certain crevices, after 3 detailing appointments and 2 weeks in the auto body and still white residue. Still No fix to the original problem that was NOT disclosed to me at purchase and no further communication from them after a promise to resolve the problem. False promises, misleading the consumer and zero explanation.

  

  Business response

  26/07/2023

  Willowbrook has had the customer's car in our shop several times to try and clean the residue off. We have sent the vehicle to the Bodyshop to have sections of the car cleaned and removed.  The residue does appear to be diminished but seems to appear in small amounts when raining. We have and will continue to offer to clean the vehicle until the residue is gone. 

  Customer response

  27/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Willowbrook ******** had not made any attempts to contact me directly. I have had to initiate all communications with any employee from there begging for someone to help me, also, I am expected to bring the vehicle there every single time, which has been, at minimum, 15 times already at my own expense. 
  

  The fact that there is any residue left at all from the vehicle and the business cannot permanently fix the problem that they were very aware of prior to the sale of the vehicle and that they have not done anything further to accommodate anything further is completely unacceptable and poor business practise. 
  

  I want someone to contact me with some sort plan and /or solution.

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

  

  Business response

  17/08/2023

  Willowbrook continues to offer  cleaning of the customer's car and will work with her in trying to correct the issue. Please call Curtis ************ and I will try and resolve the issue. 

• Initial Complaint

  28/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Have an Autoshield Protection Plan that I purchased with the Willowbrook ******* Dealership. Have been attempting to have my claim submitted since Feb 21st. I then submitted all request photos and documentation on Thursday, March 23rd and despite multiple text messages, I have been ignored and not replied to. The company in the past has made minimal effort to communicate with me to get my claims processed and has often resulted in wait times of 1-2 months ** ******** ********** ***************

  

  Business response

  19/04/2023

  Hello, 

  The customer has been approved for the repair - ************ has called 3 times and texted 2 times to book customer in for the rim repair- if you can please have the customer call and ask for **** in service as he is aware of the repair 

• Initial Complaint

  29/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 7th, 2022 I paid $1000 to Willowbrook Motors LTD as a deposit on a vehicle purchase, on November 8th 2022 I informed an employee of Willowbrook Motors LTD that I wished to withdraw from my intents on purchasing a vehicle from them and requested my money back, to which I was led on to believe they could simply reverse, after waiting several days I was forced to reach out to them only to be told they would have to send a check due to an issue with their refund process, so they told me they would have to send a cheque in the mail and would call me to inform me they have in fact sent the cheque for $1000, I am now going on two plus weeks of having had zero co tact from Willowbrook Motors or their employee Roger who promised he would call to inform me the cheque was sent out.

  

  Business response

  29/11/2022

  The refund was delayed in the accounting office. The deposit will be printed today. Sorry for the delay 

• Initial Complaint

  12/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Willowbrook Motors on March 31, 2022 for a replacement of the left tail light. The tail light was replaced and when I got home I noticed that there were deep scratches under the tail light. I called the dealership and was told to come back and they'll fix it. They buffed the spot but there's still deep scratches which are visible. The service advisor was showing me pictures which looked like dirt and said that they were from before. There was no scratches until I took it to the dealership. This dealership has the worst service ********* ever. I have left a message for the GM Curtis T****** but he has not returned my call.

  

  Business response

  13/04/2022

  We spoke to the customer when he picked up his truck and showed him a picture that was taken prior to his vehicle coming into service that shows the damage was already present on his truck. The picture was taken when the vehicle was booked into service. I do not know how this damage can be in dispute 

  Customer response

  13/04/2022

  
  Complaint: ********
  
  I am rejecting this response because: the picture could have been edited to show the damage. If the damage didn't happen at the dealership then why was the service advisor so scared and running from the dealership to the detail shop to get the scratches out. This is ********** on their part. **** * ***** ********* *** ******** ******** *** ************ ** ***** ***** I spoke to the GM and he said that they have technician's with 30 years of experience. *** ** ***** ** ********** ** ******** ***** ******* ********* If this does not get resolved by BBB what are my next options?
  
  Sincerely,
  
  ******* *****

  

  Business response

  25/04/2022

  We took a picture of his vehicle before it was worked on int the shop. The damage was present prior to our work on the vehicle. The time stamped pictures prove this. 

  Customer response

  26/04/2022

  
  Complaint: ********
  
  I am rejecting this response because: As I had mentioned before, the picture could have been edited to show the scratches. Pictures taken on a phone, tablet or **** could be easily edited.
  
  Sincerely,
  
  ******* *****

*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. ↩