ComplaintsforCanada Drives Ltd

• Initial Complaint

  02/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I uploaded an application at Canadadrives.ca to see if I could get a vehicle. I was immediately connected with 902 Auto Sales. They said I qualified and made offers on various vehicles they thought I would like. I made very requirements on what I wanted. They would hang up and send pictures of a car. I would ask all questions about said car. They would never answer my questions.I actually called Canadadrives and asked , why is it that 902 Auto Sales has my application. They could not give me an answer. Today, again, another call from 902 Auto Sales. I thought and asked Canada drives if all dealers can see my application....apparently not.

  Business response

  12/07/2024

  Hi ***, 

  Thank you for your feedback.

  Canada Drives has developed a nationwide network of partner dealerships to better streamline the car-buying process. Once you submit your application with us we will match you with one of our partner dealerships in your area who will help you find a car suitable to your needs. We only match you with a single dealership, in this case it was 902 Auto Sales. We have confirmed that your application was only shared with them.

  When you called in we explained this process of matching you with a local dealer partner. If you are unable to find a suitable vehicle through this dealership there is no obligation for you to buy from them. You can read more about how our process works on our website here: *********************************************

  Your concerns about the communication with 902 Auto Sales have been noted. We expect our partner dealerships to communicate efficiently and treat all Canada Drives customers fairly, so we apologize for your poor experience with them.

  Your application has been canceled, and you have been added to our Do Not Contact (DNC) list.

  Thank you for bringing this to our attention.

• Initial Complaint

  31/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 6, 2021, I purchased a 2012 **** Mustang Premium with a supercharger installed on it and purchased the extended warranty through Canada Drives, provided by ***************. Within a week of purchase there was a knocking and ticking sound coming from the engine so I was advised to ttake the vehicle to a shop to have it repaired under the warranty. The first shop advised that the vehicle was safe to drive under normal conditions and to wait until the situation got worse as it would be a large repair.As a pleasure vehicle, this vehicle is a weekend drive for me. I bought it with 67,000km and it is at 102,000km now after 2 years. In August last year, the sound got worse and it also developed an exhaust leak so I took it to another shop to have the work done. I was advised that Global warranty would not do the repairs as the car had been modified from its original state, I have not done any work on the car other than regular maintenance. I am looking for Canada Drives to repair the vehicle or have the work done under warranty by ***************. I have tried to discuss this matter with both companies and they keep telling me to deal with the other company. Im frustrated with both companies and want a resolution to buy back the car at fair market value or to repair the car without additional cost to me.

  Business response

  09/02/2024

  Hi *****,
  
  I have personally looked into your claim and can see you spoke to our management team in December, and they went over the circumstances then. Our management team explained that we restructured our business and any complaints regarding Canada Drives purchases would have to have been resolved by March 2023.
  
  We are sorry to hear of your concern, but regret to inform you that we are unable to impact any claims decisions made by our extended warranty partner and provider, ***************. At this time, if you are unsatisfied with coverage offered, or simply have additional questions related to your claim or policy, please contact *************** customer support directly at the number below to discuss *************** Warranty: **************
  
  Thank you,

  Customer response

  13/02/2024

   
  Complaint: 21223672
  
  I am rejecting this response because: *************** will not fix the vehicle because they say the vehicle was modified (which nullifies the coverage and they have told

  me to deal with Canada Drives). I did not modify the vehicle it was sold to me with the superchargers and warranty was issued to me through Canada Drives. The only resolution I will accept is repair of the vehicle,

  the estimate was attached in the original complaint OR they repurchase the vehicle from me at fair market value. They were made aware of the issue from time of purchase and have been passing me back to *************** and they have told me they will not honour the warranty. Email from them is attached.
  
  Sincerely,
  
  *************************

  Business response

  22/02/2024

  Hi *****,

  When you purchased the car in 2021 all documents and disclosures were included upon delivery. As explained, we restructured our business and any complaints regarding Canada Drives purchases would have to have been resolved by March 2023. Unfortunately there is nothing more we can do to further resolve this issue.

  Thank you,

  Customer response

  24/02/2024

   
  Complaint: 21223672
  
  I am rejecting this response because:
  I was never advised by the company that they had restructured and that there was a deadline for any complaints. I feel like this is a BS answer and in poor faith. They knew the vehicle had issues and I was in constant contact with them!! I thought that dealing with a local company that was so supportive in the beginning and was a start up with a lot of potential would be a win win.

  My last proposal to resolve this issue is that they offer $3000.00 towards the repairs (in a sign of good faith) and I will consider this resolved. I will not allow them to wash their hands of this long standing complaint - if they do not agree, I will start my media campaigns to make sure NO ONE ever uses this company and I will proceed to small claims court to recover any monies as I have already discussed this issue with legal counsel.

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

  Business response

  05/03/2024

  Hi *****,
  
  As previously mentioned, we have exhausted all avenues to address this matter further, as the particular aspect of our business associated with this issue no longer exists. We've reached the limit of what we can do to address this matter further.
  
  Thank you

  Customer response

  06/03/2024

   
  Complaint: 21223672
  
  I am rejecting this response because: I am asking Canada Drives to accept some responsibility for not informing me of their restructuring and for misleading me when they sold me the vehicle. The stonewall responses they are continuing to provide are not in good faith. I would like the owner of Canada Drives, *******************, reach out to me directly. Im done dealing with these nameless responses. 

  Im asking for $3000.00 to assist with the repairs to a vehicle that had issues from the start and that the warranty I bought through them wouldnt cover due to the modifications done by the previous owner which *************** will not cover.

   Sincerely,

  
  *************************

• Initial Complaint

  28/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was browsing on used cars last oct 2023 and I stumble upon canada drives on ******** I registered to browse their selection of vehicles. An agent called me around oct 2023 and ask for my details such as my sin no. But what they failed to disclose to me is they gonna do SIX hard inquiry on my credit. I told him I just wanna browse their inventory. And was not looking to buy yet. Now I registered on creditkarma and I saw that there are 6 hard inquiry from different financial institutions on oct 18 2023. I just open my credit card this oct 20 2023 in **** I want to know if we can fix that. Thank you!

  Business response

  04/01/2024

  Hi *****,

  Each time a customer applies with us they are clearly presented with a disclosure that asks for consent for Canada Drives, car dealers and lenders to obtain credit reports to facilitate their application for a car loan. Customers are unable to continue without confirming that they consent to this.
  

  When you're applying for a vehicle lenders try to get you the best option available. They may need to go to multiple banks in order to do this.
  

  With Canada Drives we help you get pre-approved for financing first, so you can shop with confidence knowing exactly what you can afford. Once you complete our online application you will be connected with a local dealership who will show you vehicles you already qualify for, saving you time and avoiding the stress of traditional car shopping. For more information about how our process works please visit *********************************************
  

  For more details about the information Canada Drives collects, including credit reports, please see section 3(c) in our privacy policy attached for more details.
  If you would like your information removed in accordance with our privacy policy, please let me know and I will be happy to assist.
  Thank you

• Initial Complaint

  30/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had purchased a 2017 Jeep Patriot in 2022 off of a website called Canada Drives. I was very happy with the vehicle, and the whole experience. Everything was straightforward and no surprises or changes in pricing. As I was looking into getting something a bit bigger and with some towing capacity, so I went to the website to browse vehicles. The format of the website had changed. You could no longer search through vehicles. It asked for you to put in your contact information, which I did because I thought it would allow me to browse used vehicles. Instead I got a phone call back from a sales person named *******. ******* said he was with Canada Drives, so I felt comfortable knowing that since I had previously had a good experience with them. Also I felt confident knowing that Canada Drives offered a 7-day return policy if you are not happy with the vehicle. Even before finding out about the discrepency in the payment plan and total cost of the vehicle, I had expressed that this vehicle was not for me to ****, finance manager. I had called and stated to ****, the finance manager, within seven days that the vehicle was not for me. I reminded them about the seven-day grace ****** and was told, 'It doesn't work like that." And thI had purchased a 2017 Jeep Patriot in 2022 off of a website called Canada Drives. I was very happy with the vehicle, and the whole experience. Everything was straightforward and no surprises or changes in pricing. As I was looking into getting something a bit bigger and with some towing capacity, I went to the website to browse vehicles. The format of the website had changed. You could no longer search through vehicles. It asked for you to put in your contact information, which I did because I thought it would allow me to browse used vehicles. Instead I got a phone call back from a sales person named *******. ******* said he was with Canada Drives, so I felt comfortable knowing that since I had previously had a good experience with them. Also I felt confident knowing that Canada Drives offered a 7-day return if you are not happy with the vehicle. Even before finding out about the discrepency in the payment plan and total cost of the vehicle, I had expressed that this vehicle was not for me. I had called and stated to ****, the finance manager, within seven days that the vehicle was not for me. I reminded them about the seven-day grace ****** and was told, 'It doesn't work like that." And that they do not work for Canada Drives.Speaking with ******* initially, I just wanted to browse through inventory, who said that they do that for me now, and I don't have to do anything. So I mentioned to him why I was browsing, which was just to see what was out there in the way of a 4x4 and something with more towing capacity than the Jeep Patriot. I had told ******* that I was only interested in payments close to what I was making now on the Jeep Patriot which was $388. He said he had something for a little more, which was 400. I also asked him what the total cost of the vehicle was and he said ******. I said that sounded to good to be true, but since it was a newer vehicle and looked very nice and had towing capabilities, I decided this would be a fair trade.They showed up on the 13th of August 2023 at 11:00 p.m. at night to drop off the 2019 Dodge Durango and take over the loan for the Jeep Patriot that I had made payments on for over a year which should have be credited to the purchase of the new Durango. I was told that night the documentation would be emailed to me, which I have never recieved.My account was debited on the 8th of September for $411 and then I had another debit on the 20th of September for $411. I thought that was strange because that is more than an $800 payment. There is no way I would have agreed to that. Then again in October, 8th and 20th for $411. Now I am very concerned, as I had tried to return the vehicle because I didn't like it, but now it is financially unacceptable.I contacted another car dealer on the 27th of October to try to inquire about getting into a vehicle I would like, and find out more about what was going on with my current payment as I was not being given any information from **** or ******* or having any more conversations with them even though I had try to contact them on different occasions. I have not received any documentation to this date. I was given the information about the amount owing through another dealership and that the vehicle was not even the ****** as we discussed but the amount now owing is $58,000. So basically it is way over my budget and what I had discussed with ******* before getting into the Durango, which I never would have agreed to had I known they were not with Canada Drives or the outragous price and payment plan for the Dodge Durango. * ******* * *** ********* *** ******* ** **** ************ **** **** **** **** ** ****** ** ******** *********** ******* *** ****** ***** ******* ** * ***** ******

• Initial Complaint

  17/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased a used vehicle from Canadadrives in June of 2023. Almost immediately after delivery the car started having issues which we were told thats what a warranty is for. We decided to spend money to fix everything that was going wrong as conveniently the issues we were having were not covered under warranty. Fast forward to October 2023, we called the ********** dealership to book in for an inspection as the car is still showing signs of issue and we wanted them diagnosed. The dealership told us that there was a recall on the car from 2021 and to bring it in immediately as it is a major safety hazard. I called our Canadadrives salesman and he basically stated that repairs will be free and it should have stated recall on the ******. We did not receive the ****** until the car was delivered right to our door and we missed the recall on the ******. Canadadrives should NOT have sold a vehicle with a recall that has not been remedied! This is a bad faith sale selling a vehicle that is a total safety hazard and not disclosing this recall to us or discussing the ****** shows theyll do anything for a sale. No doubt the problems we have been experiencing stem from this recall and we will get this in writing from the ********** dealership. Not only do we have to take time off work and lose money to drive almost two hours to the dealership to get it fixed, this recall should have been disclosed to us and this vehicle should never have been sold to us if there was a chance that it could burst into flames as the recall states being one of the MANY hazards of this recall. We are not impressed and this has been the worst experience purchasing a vehicle we have ever had. Plus when we received the car it was absolutely filthy and the back seat was covered in dog hair and they state that they do a full detail prior to delivery, ya right! ************ *** ******** ********.

• Initial Complaint

  18/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I sold my car to Canada Drives on August 9th, 2023. They said my existing loan would be paid off within a few of business days and the remainder would be sent to me by ***. I received the *** a couple of days later as stated but loan has not been paid off as of September 16, 2023. I have called Canada Drives multiple times to no avail and have spoken to the person I was dealing with when selling the car only in email several times - in which he said he was looking into it, apologized to me, and sent me a picture of a cheque dated August 18th showing payment but the place my loan is with has still has not received. I called Canada Drives on September 15th to speak to said person - he was in a meeting and I was promised I would receive a call back which I did not receive. There now has been four payments taken out of my account for a car I no longer have and trying to get this rectified has been a nightmare. I chose Canada Drives because I liked the fast and convenient method and way of payment and it has proved me so wrong. Please help me get this sorted out.

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased the above-mentioned vehicle on February 20, 2023, from Canadadrives, Dealer #*******, located at 55 Auction Ln, Brampton, ON L6T 5P4 at a cost of $48,714.63. On February 24, 2023, when I picked up the vehicle, and we were doing our walk-around with Mussa O***, Registration #*******, it was noted that the trunk was not latching properly and seemed to be off center. Mussa O*** took a video of the issue with the trunk and said that he would document it. My case is somewhat unique as I lived in the Ottawa Ontario region and was headed to Toronto as I was going on a 7-day vacation leaving on Saturday February 25, 2023. I expressed these concerns to Mussa and he assured me that upon my return, because he documented it, would be able to be addressed. Upon my return, I reached out to Canadadrives and followed up with the trunk issue. They advised me that they would send me a video on how to fix the issue. They sent me a video of how to change the timing/height adjustment of the trunk, was not the issue and preceeded to tell me that they are not responsible for the trunk and advised me to reach out to the extended warranty that I purchased from them for $4000 to be told the warranty does not cover what is required to fix my vehicle. You could imagine my frustration with my dealings with Canadadrives. I am completely dissatisfied with the customer service that I have received and know that it is my right to purchase a vehicle that had no underlying deficiencies. There was an issue, with a video, from the day I picked it up. I am not sure how much more proof you would need. My ask is that you refund me the amount it cost me to fix my vehicle which was a total of $1741.68 USD.

• Initial Complaint

  17/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  So I bought a vehicle from them in September 2022 and since then my hose for my washer fluid has broken (more recent and not my issue here) but my air isn't working, blowing only hot air, while being stuck on the windshield. Canada drives had me wait an extra 3 weeks for the air system to be "fixed" before they could deliver the vehicle. But fast forward about 3 months and our air is stuck and only some of the buttons don't work. Canada drives told me to contact the warranty because they couldn't help me at all. Their 7 DAY return policy is rediculous, nothing goes wrong in 7 days. Now onto global warranty. They tell me to find a mechanic on my own, so I do and I do spend 6 hours in total now to still not have my vehicle repaired. I need a dealership but my warranty doesn't deal with dealerships so what am I supposed to do now? I'm stuck with no air conditioning in +30c weather with twi young kids 6 years and one 8 months.

• Initial Complaint

  16/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I started the process of selling my wife's car to Canada Drives. I fully disclosed everything they asked. Canada Drives offered me $18,853.00 for my car and I accepted the offer. After some back and forth with ***, Canada Drives recanted their offer without any reason other than they're not looking for that car at this time. We had a deal. They made an offer and my wife and I accepted it. They shou have to honour their offer.

  Business response

  24/03/2023

  Hi *****,
  
  Thank you for bringing your concerns to us, we are sorry to hear your experience was anything less than positive. We looked into your application and concerns with our purchasing team and reviewed the communication we have on file. When you initially applied with us on our website, our online calculator tool valued your vehicle based off of the information you provided. Our offers are valid for 7 days, however, all vehicles are manually reviewed for accuracy and the value is subject to change. Unfortunately, when our team manually reviewed the offer, your offer was withdrawn as your vehicle did not meet the requirements of our inventory. The instant quote generated in our pricing engine is based on current market data and many factors such as location, Blackbook value, condition, market, demand, and the assumption that the information you have provided about your vehicle is correct. However, all offers are manually reviewed before a bill of sale is completed to ensure the vehicle meets the requirements of our inventory. We apologize for any inconvenience this may have caused you.
  
  If you have any additional questions or concerns please feel free to reach out to us directly. 
  
  Thank you,
  Ammera - Customer Experience Manager
  **************************************************

  Customer response

  24/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: even after *** said it wasn't a vehicle they were looking for, I still received emails from Canada Drives encouraging me to sell my car to them. It was very disheartening. I was truthful with everything relating to my car. If it wasn't a vehicle Canada Drives was looking for then why did they even make me an offer in the first place? That is very misleading and dishonest practices.
  
  Sincerely,
  
  *********************

  Business response

  05/04/2023

  Hi *****,

  Thank you for your response. We apologize for the glitch with our email system, this concern has been brought to our email marketing team so we can look into this issue further. When you initially applied with us on our website, our online calculator tool valued your vehicle based off of the information you provided, this tool calculates the value of your vehicle based on multiple data points however it does not take into account the inventory requirements, as they change daily. This is why all offers are manually reviewed by our team before an offer is finalized. When our team manually reviewed the offer, your offer was withdrawn as your vehicle did not meet the requirements of our inventory. Our purchasing team works hard to manually review applications efficiently so we can assess and finalize offers as quickly as possible. In some cases, we require additional information before an offer can be finalized or withdrawn. We apologize for any inconvenience this may have caused you.

  If you have any additional questions or concerns please feel free to reach out to us directly.

  Thank you,
  Ammera - Customer Experience Manager
  **************************************************

• Initial Complaint

  16/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The vehicle estimate for their trade in systemis not accurate whatsoever.. it asks for all the information, the **** accidents, vehicle damages, tires, pretty much everything, I was completely honest and they quoted me over 19,000$ for my trade-ingreat! I picked my vehicle that I wanted to trade for, and they requested the same things I had told them in the estimate I had got plus I sent picturesthey re-assessed my vehicle value at 14,700$really? Also, the day of my delivery and pick-up of my trade-in, the vehicle I was trading in, that morning It was -42 with the windchillI, I had to roll down the passenger window and the window mechanism stopped working, the window would not roll up anymoreI called them right away and told them about the issue, they said they needed a video of the issue to assess the damage, I sent them the video, they told me to cover the damages I needed to either pay 565$ for the repair that day or have the amount rolled into my new loanare *** ******* **? I called them right away to do the right thing by letting them know about the damage, thinking they would still honour the original trade-in value of the vehicle we had agreed to on papernope, they wanted more money. They also threatened to delay the vehicle delivery if I refused to paysince their driver was close to my location already, they let me do the trade with the new contract and let me get the carOverall, i did not receive a good customer experience with this company, I also needed to talk to somebody new every time I called, texted or emailed with made the process even harder.

  Business response

  25/02/2023

  Hi ******, 
  
  Thank you for bringing your concerns to us, we are sorry to hear your experience was anything less than positive. We looked into your application and concerns with our customer service and appraisal teams and reviewed the communication we have on file. When you initially applied for a trade-in quote with us, you indicated the make and model of your vehicle was a 2016 ***** **** with a 5.7L Hemi. Your vehicle's initial quote was appraised based on this information as well as the questionnaire you completed online outlining the condition of your vehicle. When our team manually reviewed your offer for accuracy, we realized the trim and engine size were inputted incorrectly which then returned an inaccurate offer for your vehicle. Our team was able to correct this mistake and reappraised your 2016 ***** **** with a 3.6L engine again. The value was reappraised lower, due to the trim and engine size in your trade-in. Additionally, your vehicle had damages present to both the interior and exterior which required additional information and photos of the damages, so we could accurately evaluate the cost for repairs. The additional damages on your trade-in vehicle included rust and damage on the tailgate, rust and damage on the front and rear bumpers, and damage to the front driver's seat. The damage information collected from you was sent to our reconditioning team for quotes to repair the areas, and your offer was adjusted to $14,700 after our team was able to properly appraise the vehicle and its condition. 
  
  On the day of your delivery, you alerted us that the passenger-side window in your pick-up stopped working and you were unable to get it operational again. With this additional information, we were able to get a repair quote to fix the window which was quoted at $565. As the original offer did not take the window repair into account, this amount was deducted from the $14,700 offer we provided, as a repair was required in order to get the window operational again. Our team works diligently to accurately price and value customer trade-in *********************. The value we provide on our online calculator is based on many factors such as location, Blackbook value, condition, market, demand, and the assumption that the information you have provided about your vehicle is correct. Our offers are valid for 7 days, however, all vehicles are manually reviewed for accuracy and the value is subject to change. We apologize for any inconvenience this may have caused you. If you have any additional questions or concerns please feel free to reach out to us directly. 
  
  Thank you,
  Ammera - Customer Experience Manager
  **************************************************

  Customer response

  05/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: As for the window damage, it seems unethical to me that the company would charge me for something that happened that considering the weather that morning and the timing of the event, was out of my control. I could have made the bugs a lot harder by trying to hide the damage but I didnt

   

  As for the estimate I got on your site, it specifically asks if there is any exterior and interior damages on the vehicle and I was honest about the damages..There was no option for my engine size and the appraisal still dropped another 5000$

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

  Business response

  15/03/2023

  Hi ******,
  
  Thank you for your response. We understand the window issue only appeared on the day of your delivery, however, a repair was required to get the window operational again as the mechanics inside the window were not working. Unfortunately due to the window being non-operational, your vehicle amount was adjusted with this repair in mind. We appreciate you bringing the concerns to us about the window condition before your delivery so our team could revise your offer before our team met with you. Your vehicle was initially appraised with all the windows being in operational condition, as the passenger side window was non-operational on your vehicle on the day of your delivery, this affected the value of your vehicle. We understand your frustration on this matter. Our team worked diligently to provide an accurate estimate for the repair and this amount was taken off your offer, as this new damage did affect the overall value of your vehicle.
  
  The value we provide on our online calculator is based on many factors such as location, Blackbook value, condition, market, demand, and the assumption that the information you have provided about your vehicle is correct. All vehicles are manually reviewed for accuracy and the value is subject to change.  Unfortunately, the engine size inputted was incorrect in your initial appraisal given on our website, which ultimately lead to an inaccurate offer being given by our online calculator. When our team manually reviewed your offer, we reappraised your vehicle with the correct engine size and were able to accurately adjust the value of your vehicle. Additionally, all interior and exterior damages were reviewed by our team and we requested estimates and quotes from our reconditioning team to ensure the quote we provided was accurate. After we manually reviewed your offer it was adjusted based on the damages and repair quotes our team gathered, and the overall offer was revised to accommodate the repairs, the corrected engine size of your vehicle, and the overall condition.
  
  We would like to apologize for any inconvenience this may have caused you and we appreciate you bringing your concerns to us. The final value we offered you was manually reviewed by our team and management to ensure accuracy. The offer was calculated based on the information we collected about the damage to the window, year, make, model, engine size, and interior/exterior damages. If you have any additional questions, please feel free to reach out to us. 
  
  Thank you,
  Ammera - Customer Experience Manager
  **************************************************

*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. ↩