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:04/06/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 2015 Buick SUV I believe in October 2023
  Think October 6 or 7. It took them almost 4 weeks until we got the vehicle because they had to get it Safetied then had to get the parts to get it to pass a Safety. * *** ********* ** *** ***** **** **** * ******* ** *** ***** ***** **** *** *** ********* They had said they would deliver it to **** ***** ***** ****** but we had to go back to Winnipeg to get it. Then after 3 weeks the car died and wouldn't start. I contacted Ride Time and was told that they couldn't do anything cause I didn't purchase an extra warranty. So on Dec 7,2023 I had it towed to ******** **** in Portage La Prairie costing $******* ******** **** replaced the starter costing over $******. A week later it died again and wouldn't start. It then would start off and on and we didn't know when it would be ok and when it would die. ** *** *** *** *** *** * ****** ****** ** ******* **** ******* *** ***** ******** ***** **** **** **** ** ***** *******. It's been sitting dead since January and won't start. So I paid $****** for a vehicle that was only ok for a 3 week period and after that we could hardly use it.

  

  Business Response

  Date: 08/06/2024

  Thank you for reaching out and sharing your concerns with us via the Better Business Bureau. We sincerely apologize for the issues you have experienced with the 2015 Buick SUV and for any inconvenience this has caused.
  

  I want to clarify the timeline and the efforts we made to ensure your vehicle was ready for you. When you agreed to purchase the two vehicles on October 3rd, 2023, we transparently communicated that neither vehicle was ready for immediate delivery. The Buick, in particular, required additional parts for safety certification—a challenge compounded by global supply chain disruptions that unfortunately affected the timeline.
  

  Regarding the delivery, we initially planned to deliver the vehicle to **** ***** ***** ****** at no cost, considering the delays. However, due to staffing limitations on our available delivery dates, you chose to pick up the vehicle sooner, which we accommodated.
  

  When the starting issue arose, we invited you to bring the vehicle to our location for diagnosis. We understand the distance made this difficult, and towing costs were incurred as a result. Please know, our intention was to diagnose the issue accurately rather than make assumptions over the phone.
  

  It's important to note that vehicles have thousands of moving parts, and unexpected issues can arise despite thorough inspections and repairs. This is why we strongly recommend purchasing an extended warranty, which in this case, would have covered the costs of towing and repairs.
  

  Given the ongoing issues and as a gesture of goodwill, we would like to invite your vehicle back to our shop. We have authorized one hour of labor at no cost to you to help get to the bottom of the issues the vehicle is experiencing. We hope this will help in accurately diagnosing and potentially resolving the problems.
  

  We take pride in our customer service and the quality of our vehicles, and it seems we fell short of our own standards in this instance. We are committed to resolving this matter to your satisfaction, and we invite you to contact me directly at ********** or ****************** to discuss this further or to arrange a time to bring in your vehicle.
  

  Once again, I apologize for the inconvenience and look forward to speaking with you soon.
  

  Warm regards,
  

  Andrew *******
  General Manager, Ride Time

• Initial Complaint

  Date:23/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 2008 *** *** ***** on February 5th 2024, before signing any papers I test drove the vehicle and everything was working properly as it should but when I came back a few days later with my dad to purchase the vehicle after signing everything and I took the vehicle of the dealership lot I make it 5 minutes down the road and a check engine light comes up and the vehicle starts acting funny I called the dealership right after I got home they told me to bring it back the next day and I did so after that day i was at that dealership every single week at least once or twice a week for a month and half straight until they finally they figured it out and told me it’s gonna cost excessive amounts of money to repair but the bill of the repair would’ve been split 50-50 with me the customer and the dealership which I find absolutely ridiculous because the problems been there since I bought the vehicle and barely made it 5 minutes down the road, the vehicle also needed safety items as in suspension components but yet somehow they still passed it for safety which is shocking, * ***** ** * ********* **** *** *** ** **** ** *** ********** **** **** ** ****** **** * ******* ** ** *** ********* **** *** **** **** ******* *********** ** ** **** ** ***** *** **** ******** *** ** ** **** **** * ****** *** **** ******* **** **** *********, currently my vehicle is not Driveable and I would need to dump loads of money into it in order for it to start running again which I can’t do so because I’m a highschool student in my senior year working a part time job the repair bill be roughly over 5 thousand dollars, I am very disappointed with the dealership because I bought that vehicle for school and work but now it’s completely broken down on me I am hoping you guys can help me find a solution for this problem ******* **** **** * ******* ******* **** **** ********** **** **** * **** **** ** ***********

  

  Business Response

  Date: 25/04/2024

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We understand your frustration regarding the issues that arose shortly after purchasing your 2008 *** *** ***** from our dealership.
  
  
  
  At Ride Time, we are committed to customer satisfaction both during and after the sale. However, it's important to clarify that the vehicles sold in Manitoba are offered as-is, unless an additional warranty is purchased. We recognize the value of extended warranties, especially for high-performance vehicles like yours, which is why we always recommend them to our customers. Unfortunately, as you decided against purchasing a warranty, our ability to cover post-sale repairs is limited.
  
  
  
  Regarding the specific issues with your vehicle, the inspection process can indeed be subjective, and while one technician might find a vehicle passes, another might have a different assessment. In this case, we did replace some suspension components under our 60-day safety-related guarantee; our policy is again given the subjective nature of certain parts of the safety. If one tech says it fails then it fails. Our team made every effort to diagnose and resolve the issues as swiftly as possible. It’s worth noting that it's not possible to have a vehicle be problem-free on a test drive but only have problems appear when the vehicle is purchased. It was admitted the vehicle was driven like a sports car. It's our opinion that you originally test drove the vehicle with your father and drove the vehicle responsibly. It wasn't until he purchased the vehicle and was driving the vehicle alone that he put the vehicle through its paces. Further evidence of this is that when we were diagnosing the vehicle after purchase, our tech was forced to drive the vehicle recklessly in order to recreate the problem.
  
  
  
  We provided additional support beyond our standard policy out of goodwill, including covering the costs for towing and diagnostics at the *** store when it became clear that specialized diagnostic tools were required. This amounted to significant expense, which we incurred to ensure your vehicle was thoroughly assessed by experts.
  
  
  
  While we strive to provide the highest level of service, the nature of used vehicles can present unforeseen challenges. We have done our utmost to accommodate your needs promptly, despite our service department being heavily booked.
  
  
  
  At this point, we have extended considerable goodwill in an attempt to resolve the issues with your ***. Going forward, any further repairs or diagnostic work would regrettably have to be at your expense, given the non-warranty status of the vehicle and the extensive support already provided.
  
  
  
  We deeply regret that your experience did not meet your expectations, and we are keen to find a reasonable conclusion to this matter. If you wish to discuss this further, please do not hesitate to contact us directly.
  
  
  
  Thank you for your understanding.

  Customer Answer

  Date: 26/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I never went on a test drive with my father first of all, then in the ad that was available for the vehicle there was nothing in that ad saying it was being sold as is, I never stated anywhere that I drove the car like a sports car all I had mentioned was hard acceleration that doesn’t necessarily mean that i drove recklessly but I was never informed the technicians would be driving my vehicle recklessly that concerns me I also mentioned that the problem also shows up when driving the vehicle normally under 2k rpm which isn’t hard acceleration or driving recklessly, I also paid out of my own pocket for the tow to ride time which isn’t my fault they couldn’t figure out the problem so they had it towed to ***, I also contacted *** and they told me that the safety is either a pass or a fail never in the middle and no technician can say oh yeah i would pass this item and another technician comes along saying oh im not passing this for safety they told me it doesn’t work like that so it’s either pass or fail. But my point I’m trying to get across **** *** ************* **** **** **** I bought the vehicle and the same day it’s having problems ** ********** *** *** **** **** ***** *** *** **********. ** *** *** **** ****** ******* ***** ****** ******** **** **** ********** * *** **** ****** ******* ****** **** ** **** *** ******** **** *** ******** **** **** *****
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:02/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 November 21st 2023 I brought my vehicle (2009 Mazda CX-7) to Ride Time to diagnose a lack of power and excess smoke coming from the exhaust. On November 30th they completed the diagnosis and notified us that the issue was a failed turbocharger, as well as various leaks in the engine (*** ******** ******** **** *********). On December 27th the vehicle was ready for pickup at the end of the day, and the final bill for the repairs that were quoted was ******* $ (paid for in full at pickup). On December 28th at around 3pm, whilst merging onto Centerport there was a lack of power, similar to the lack of power the vehicle had previously, and the vehicle eventually died, and would not start again. After having the vehicle towed back to Ride Time by ***, they told us that the vehicle would need a new engine, and quoted us **** $ for a new engine. We agreed to have the vehicle sent to ***** ******* ***** for a 3rd party inspection, where they told us that the new turbocharger supplied by ***** ***** was defective. After having the vehicle sent to ***** ****** they determined that the new turbocharger is most likely what damaged the engine. Ride Time insists that the engine issue was a pre-existing problem and that they are not liable for the new engine, however this was not noted during the original diagnosis, and we agreed for them to diagnose and fix everything related to the original issue.

  

  Business Response

  Date: 18/04/2024

  Thank you for bringing your concerns to our attention. We have carefully reviewed the details of your complaint and the attachments provided. We understand the frustration and inconvenience you have experienced throughout this process, and we sincerely apologize for any inconvenience caused.
  

  Upon reviewing the timeline of events and the diagnostics conducted by both Ride Time and ***** *****, it appears that the issues with your vehicle, particularly the engine's cylinder, may have pre-dated the turbo-related complications. The compression test performed by ***** ***** revealed significant discrepancies in pressure across the cylinders, suggesting an underlying condition that was likely exacerbated by the turbo's failure rather than caused by it.
  

  As an automotive repair and maintenance service provider, our goal at Ride Time is to provide transparent, fair, and quality service to our customers. We rely on our expertise and the diagnostics performed to guide the repair process, addressing the issues presented to us based on the symptoms observed at the time of diagnosis.
  We understand your desire for a resolution to this matter, and we have carefully considered your request for reimbursement and alternative solutions. After thorough evaluation, we are willing to make the following offer:
  

  Reimbursement: We acknowledge the ****** you paid for the initial repair and understand your expectation for a resolution. While we cannot provide a full reimbursement, we are prepared to offer a partial reimbursement of $***** to offset the costs incurred for the repair.
  

  Vehicle Buyout: Alternatively, we are willing to discuss a buyout option for your vehicle. Based on our assessment of similar vehicles in the market and considering the repairs needed, we are prepared to offer $***** for the purchase of your vehicle.
  

  We understand that these offers may not fully meet your expectations, but we hope they demonstrate our commitment to finding a fair resolution to this matter. Please let us know your preferred option, and we will work diligently to expedite the process accordingly.
  

  Once again, we apologize for any inconvenience caused and appreciate your patience and understanding throughout this process. If you have any further questions or concerns, please do not hesitate to contact us.

  Customer Answer

  Date: 18/04/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Aaron ******

• Initial Complaint

  Date:04/05/2023

  Type:Order Issues
  Status:

  AnsweredMore 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 put a down payment of $**** on a vehicle over a year ago, in the contract it fully stated that I was entitled to a refund if I changed my mind. I changed my mind because they overpriced a vehicle, it wasn’t safetied, and I never received my down payment back.
  
  I wasn’t able to file a complaint because I wasn’t aware of my rights, * ****** **** **** *** ***** **** ** *** * ****** **** *** ***** *** * ******* The salesmen harassed me for a month, ******* **, ********** ** saying that I would be on the hook for the vehicle, and to give them my banking information *** * ***** **** **** ****** ** ** **** *****.
  
  I still have my original contracts and receipts of the transactions t*** * **** ******* **** *** ********** ***

  

  Business Response

  Date: 09/05/2023

  Dear Customer,
  We're truly sorry to hear about your dissatisfaction with your experience at Ride Time. We take all feedback seriously, and it's important to us that our customers feel heard and respected.
  From what we understand, you signed a finance agreement and made a deposit, after which we prepared the vehicle for delivery. As outlined in our sales agreement, we attempted to notify you that your vehicle was ready for pickup. However, it appears there was a misunderstanding or miscommunication which led to the vehicle not being collected.
  The terms of our bill of sale, which you agreed to upon signing, state:
  "ACCEPTANCE BY PURCHASER: If you refuse to take delivery of the vehicle when it is made available...the dealer may resell the vehicle with no further notice to you. When the dealer resells the vehicle, you agree to pay the dealer for all losses the dealer incurs. Any deposit or vehicle traded-in may be kept by the dealer to apply against any loss suffered by the dealer."
  This is a standard practice designed to protect businesses from financial loss in such situations. Given these terms, we had to resell the vehicle and apply your deposit towards any incurred losses. 
  *** ********* *** ** ***** ** *** ******** ********** ******** ********* **** ** ****** * ******* **************************************************************** ** ****** 
  ** ****** **** *** **** ** ****** * *********
  While we have certain obligations to uphold as a business, we are equally committed to ensuring your satisfaction and addressing your concerns and look forward to a resolution **** *** **** ** *** ****