ComplaintsforMoncton Motors LP

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First payment November 22, 2023; financed 2014 ***** *** 1500 sport via online priced at $20,099 "as is". Truck was delivered by a courier on October 25, 2023. Courier gave me a moment to sign the paperwork and left with it. With all the additional fees to the truck, I am now billed with $29,242.05. A part of that fee was the ****** of $30. It was not included in the paperwork. I did not have the opportunity to inspect or test drive the truck before signing. I was not informed about the history or condition of the truck. I did not receive a copy of the paperwork until the following week. The truck was driven less than 10,000kms and now undrivable due to engine failure. I brought it to the auto shop and the technician said the engine needs to be replaced, quoted for $12,100. To replace it with labor costs. I thought I could sell it, but it's not even worth $4000 even if it was drivable. I recently paid out of pocket for ****** report on this vehicle and learned that this vehicle was previously in a collision over $8,400. This was not mentioned by the dealership or included in the paperwork. How is that I have to be open and honest about the vehicle if I want to sell it but a trusting auto dealership can withhold that information when selling me an overpriced unreliable vehicle? I have been scammed and now stuck with such an enormous amount of debt for this ********** deal. There is no warranty on this truck. The paperwork specifically includes only gaskets and seals repair coverage for $2,657. Expires April 25, 2024.

  

  Business response

  11/03/2024

  Dear Ms ******* ******, 

  Our apologies that you are experiencing issues with your purchase and weren't able to resolve them. I have taken some time to review the file and information that it contains as well as the correspondance between Mr *****, **** ****** and yourself. As you mentioned the vehicle was advertised "AS IS" due to the high kilometers (173,711) and therefore priced much lower in accordance with those conditions; ie paint, rust, kms, windshield, wear and tear, etc. The inquiry for the truck was from our website with 23 detailed pictures of the truck available pre-purchase. As per our notes most of the conversation regarding the truck happened with **** ******, who was the initial inquiry but required someone to cosign. 

  To assist, I have attached the information which also contains your warranty coverage provided with the vehicle purchase. We recommend contacting the warranty provider to discuss. Where the purchase was back in October 2023 it would be advisable to use the warranty for the repair and resell where you no longer want the truck. 

   

• Initial Complaint

  03/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recently acquired a 2023 Ram 1500 Classic from Moncton Chrysler, only to find it plagued by a persistent warning light indicating "service electronic brake system." This issue poses a significant safety concern, and in my opinion renders the truck unsafe for operation.   Furthermore, this problem hampers the functionality of the 4x4 feature and disables traction control. It's disheartening to invest in a 4x4 vehicle and be unable to utilize its intended capabilities.   Since acquiring the truck in mid-January, I have had this truck in my possession for approximately 10 days.  However, it has been in and out of the dealership's shop on 5-6 occasions, spanning weeks at a time. Despite their efforts, the root cause remains elusive, and the issue persists unresolved.   Their troubleshooting has been limited to checking connections repetitively, without progressing to the necessary step of part replacement or considering alternative solutions. It's frustrating to witness this cycle of ineffective diagnostics, especially when it results in continued inconvenience and uncertainty for myself.   Currently, the truck sits idle at the dealership with approximately 450 kilometers on the odometer, a portion of which were accrued during their diagnostic road tests. It's disappointing that they prioritize these tests over implementing tangible solutions, all while I continue to make payments for a vehicle I'm unable to utilize.   Regrettably, there has been no acknowledgment or compensation for the significant inconvenience and frustration caused by this ordeal. Despite my insistence, the dealership has refused to offer an exchange for a comparable vehicle without these issues.   This experience reflects poorly on Moncton Chrysler's service standards, and I strongly advise buyers to steer clear of this dealership.   I have also escalated this matter to ******** Canada, who, disappointingly, have not intervened or provided a satisfactory resolution.

  

  Business response

  04/03/2024

  Dear Mr *****,

  Most of the information related to your BBB complaint I provided in the Google review applies here. We are not unsympathetic to your concerns and are diligently working with ********** engineering to provide you with an approved repair. As per the attached workorder you can see Moncton ******** followed the instructions provided and are awaiting for further direction from the Manufacturer, if the issue can be reproduced. Your warranty coverage on the Ram is an agreement between the owner and the manufacturer and repair approvals of this nature do not get "approved" at a Dealership level. In order to have these repairs completed and paid under warranty the Dealer needs to follow the OEM instructions and use the approval process when completing the repairs. This ensures continued safety, effeciency of repairs and the OEM of a combined database of related issues that they can work from.

  In revieweing the details of this repair I have read the emails sent from the Service Dept on:

  Feb 27 @ 14:46 , Feb 28 @ 16:18,16:30, Mar 1 @ 14:37,16:39, 17:02, Mar 4 @ 7:35

  As in the emails you will see the notes on the workorder mention ********** TechLine have provided Moncton ******** with instructions to repair for Case#1*******4. All these repairs have been completed by a certified technician and these results passed along to you. In the repair notes ********** are looking for customer to drive the vehicle to reproduce a warning light to pull codes for further diagnostics. Reading through the email exchange I noticed rather than that you have asked the service team to keep the truck until it is fixed. We have done as requested and our technician has been trying to replicate the warning light without success. 

  To address your second request a "vehicle swap" is not something that can be done easily, however, we are willing to work with you to an ammicable resolution. As it sits now we are happy to continue to provide you with the loaner vehicle you are in, continue to work with TechLine @ the OEM until such time as the warning light can be deemed fixed. 

   

  Customer response

  04/03/2024

   I am rejecting this response because:
  

  I've recently purchased this new vehicle, and after being informed by a technician that neither Techline nor the dealership has encountered this issue or know the root cause, I'm left feeling concerned.

  Despite the vehicle being with you for the past two weeks, with the warning light appearing once during this period as per your tech, no repairs have been undertaken. It's important to note that mechanical/electronical issues don't resolve themselves magically.
  

  When purchasing a new vehicle, one expects it to be both safe and reliable. However, this recurring issue, especially since it's related to the brake system, raises significant safety concerns. I do not feel it is integral to request a customer to continue driving a vehicle under such circumstances, only to return it for what would soon be the sixth time in less than two months. This is not a satisfactory solution.
  

  I'm left questioning the purpose of bringing the vehicle back if no actual repairs are being made. Despite the vehicle spending numerous weeks at the dealership, it seems minor “repairs” have been attempted if you consider continuously checking the same connections every time, to be a repair.

  The warning light has persisted on multiple occasions when the truck was brought in, and I personally witnessed the technician scanning for codes in the service bay. Codes were indeed pulled, but yet here we are.
  

  While I understand that arranging a vehicle exchange might not be straightforward, I am willing to navigate the necessary paperwork with your guidance. As a professional familiar with corporate processes and contracts, I appreciate the complexities involved. However, given the safety concerns associated with my current vehicle, I believe an exchange is the appropriate course of action.
  

  Despite the vehicle being in your possession, I am fulfilling my end of the contract by continuing to make payments. I feel your end is not being met as I purchased an unsafe vehicle, that you have had a month and a half to repair, and have yet to do so. It is unethical to see this as fairly meeting our contractual agreement.
  

  I urge you to provide details on how we can proceed with an exchange. Difficulty should not serve as an excuse for inaction. Sometimes, as a business, one must undertake challenging tasks to ensure that customers are properly cared for, again as mentioned above, I am willing to navigate the necessary paperwork with your guidance. The vehicle exchange should be at no additional cost to me, If you have another truck that is comparable but priced more I would feel it is appropriate for you to absorb that cost for the troubles and length of time this has continued.
  

  As a dealership not as a corporation you are responsible to sell a vehicle which is in useable condition that is safe Canadian Consumer Protection Act, which this truck is not. If the vehicle is not meeting that criteria it is your responsibility to replace said vehicle. 

  
  

  

  Business response

  05/03/2024

  Mr *****, 

  As a Dealer our obligation is to ensure we do what is best for our customers while operating within the guidelines set out in our Dealer Agreement with the Manufacturer. It is their warranty coverage / protection and they provide the training and instruction for warranty approved repairs to our technicians. I will state again, we are not authorized to start replacing items based on a customers request when it is a warranty claim.

  While we agree that having a truck that needs a repair at such an early stage is not the ownership experience you or Moncton ******** hoped for I assure you the truck can be fixed. Outside of having the truck fixed we would be happy to also make a claim, on your behalf, with the OEM for your request to exchange vehicles. However, there is a specific area in your manual that references what a clients is to do but as a Dealer we are not included in the process. Here is a link for your reference ***************************************************************

  If you do not wish to work with the OEM and would instead prefer us to continue to try and work to a solution, at least in the capactity we can as a Dealer, reach out to your salesperson. The next steps would be for you to select a similar truck and we will work to present you with the best possible conditions for an exchange. In reference to your comments on inconveniece, etc, we understand and will do the best we can to the best of our abilites.  

• Initial Complaint

  10/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I took my truck to Moncton Dodge Chrysler initially in February 2021 when it had a power drain. I was told it needed a new throttle body control, when that didn’t solve the problem I was told my truck needed a new electronic control module because mine was corroded, and they sent me a picture. I was told by my former mechanic that there was no way the photo was from my truck, a 2013 Ram 1500. I showed up unannounced with a tow truck, paid what I owed ($1500) and pulled my truck out. I got it home and the ECM in my truck was not only not corroded, MY ECM is brown and the photo they sent me showed one which was white and green. When I had the money, the ECM was replaced. The truck ran for a few months, then the power drain started again. I took the truck back and after speaking to many mechanics, was told the fuse panel was the common denominator in the issues I was having so I asked Moncton Dodge chrysler to replace ONLY the fuse panel. After misdiagnosing the issue and replacing the PCM (a $1200 part) they replaced the fuse panel and got the truck running. They told me it was fixed so I picked it up, paid another $1250, and Moncton Dodge did not charge me for the PCM they had installed in error. I drove the truck about 10km to work and it was running very rough, and the engine light came on. I called the dealership who told me it’s only likely bad gas. I filled the tank with premium gas and a can of seafoam gas stabilizer and drive the truck for a day with no improvement. I then took it to another mechanic for a diagnostic and he found that the right bank of cylinders was firing twice as often as the left bank which I was warned would burn up my catalytic converter so I took the truck back to Moncton dodge and told them the issue. They ‘fixed it’ but the engine light was still on, just an issue with an oxygen sensor that ‘wouldn’t affect anything’. I drove the truck, still not running right so left it there. It’s now been 3 MONTHS they’ve had my truck.

  

  Business response

  15/11/2023

  As per our records there are 4 work orders for this file. 

  I have included a summary and if required can attach the RO's with redacted information for the protection of the privacy for Ms Thom.

  RO# 452417 Feb 9, 2021 - initial visit, no start, dead battery, recommended PCM

  RO# 455896 May 18, 2021 - follow up, another no start, codes point to PCM again, replaced PCM

  RO# 484876 Aug 11, 23 - no start, customer stated they wanted only the fuse panel replaced, self diagnosed

  RO# 486402 Sep 27, 23 - engine light on, needed spark plugs, injector and O2 sensor, replaced spark plug and injector

  There was a discount for the PCM the customer insisted they didn't need for $1,254.42 on RO 455896 as well as a discount for technical labour $1,447.94, totalling $2,702.36. All the diagnosis were in accordance with what the manufacturer recommended, the diagnostic trouble codes and the technician. The time between the PCM replacement (refunded) and the third RO is 2 years, 2 months. All things considered ($2,702.36 discounted previously) we would be willing to offer a discount on the installation of the O2 sensor and labout to install should Ms Thom choose to have the work done here. The vehicle has shown to have corrosion issues as noted on each repair order and over 200,000kms at the time of the repairs. The only history we have on this vehicle and the maintenance completed are the 4 workorders listed. 

  

  Business response

  22/11/2023

  In an effort to close the RO and get paid for the work completed we have gone ahead and done the O2 sensor as suggested. It will be your choice if you are willing to pay for the parts and labour. The technicians final diagnosis went as such:

  "check cause of stored code for O2 sense - advise Ray (Service Manager) - customers other mechanic not in total agreement of this 236001 - scan for fault codes, got code P0133, Bank 1 sensor. Monitor data for O2 sensor. Sensor was staying low and not switching. Perform diag as per service info. Check wiring to O2 sensor, all was OK, O2 sensor needs to be replaced. Remove and replace bank 1 sensor and 1 O2 sensor. Clear diagnostic trouble code and adaptive memory. Perform road test and monitor O2 sensor. Sensor is now reading properly and engine is running smooth."

  There is an additional $147.28, O2 sensor + $227.13, Labour installed = $374.41 plus HST

  All the repairs have been completed to the truck as recommended by the Manufacturer by qualified technicians. The truck is running smoothly with the repairs completed. 

   

  Customer response

  23/11/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20853418, and find that this resolution is satisfactory to me.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of Transaction: The initial transaction took place on April 11th, 2023, when ******** ******** brought her truck to Moncton ******** Service Department for inspection due to a coolant leak. Amount Paid to ********: ******** paid approximately $1683.38 plus applicable taxes and a $100.00 charge for shop supplies for the initial inspection and quoted repair on April 27th, 2023. Business Commitment: Moncton ******** committed to diagnosing and repairing the coolant leak, including replacing the cracked head gasket. Nature of Dispute: The dispute arises from the handling of the repairs by Moncton ********. After the initial inspection and repair, the truck experienced engine issues and overheating, which were not present before the repairs. Resolution Attempts: Moncton ******** attempted to address the issue through diagnostics but was unable to resolve the problems. They refused to replace the engine. Communication breakdowns and inconsistencies in explanations further escalated the dispute. Invoice Number: The initial invoice number is 480686, dated April 27th, 2023. In Detail: Please see the attached PDF for all details.

  

  Business response

  16/08/2023

  On September 22, 2022 this vehicle was sold through an auction with an announcement and had 239,607kms. We cannot confirm what state the engine was in and what the status of that engine was or why it was sold at auction. 
  

  At 247,484kms the truck was brought in to our Dealership for a "check cause of coolant leak and overheating" RO 479992 attached. This is the first time that we diagnosed this vehicle. From that RO the conclusion was it needed a head gasket and engine damages were not an "if" but when scenario if it had been overheating. The mechanical failure of an overheating engine can be referenced several places by anyone with a computer. The client believed that based on a comperssion test done by the father (father in law) the engine should still be in good health despite the overheating. It was explained that a compression test provides a very limited look at the actual overall health of an engine and will only confirm pressure during the upstroke @ top dead centre. To complete a proper test of the cylinder and piston a leak down test would need to be done checking to see if the piston will lose that pressure.

  From the our tech as related to RO 480686:
  

  Your second piston gave the appearance of being steam cleaned meaning there has been a significant amount of coolant escaping. This leak allowed the piston with a stiff wrist pin to continue to operate and once full integrity was returned to that cylinder with the new head gasket the compression combined with a ceasing wrist pin caused the hard start / turn on the engine. When spark plugs are removed the engine will turn but when they are replaced it is a hard to turn / start. 

  On RO 480686 there is a complete step by step of the repairs completed by our shop in accordance with how the repairs should have been completed. The integrity of an engine, with no prior history, at 248,218kms could not be guaranteed. When Ms ******** bought the truck it would have been wise, at that time, to take advantage of some of the aftermarket warranties that were available to avoid the high costs of a full mechanical failure. There is nothing that Moncton ******** could have done to protect Ms ******** from further repairs at 248,000kms.

  

  Business response

  21/08/2023

  Though we can appreciate your dismay with having to spend more money on your truck with 247,484kms it is not at the fault of Moncton ********. I have attached another RO 480686 for the head gasket leak repair and the sequence of repairs that were carried out in accordance with the OEM Service Library using their published tolerances.

  Although the person you found for you video provides some knowledge of what a head replacement would look like in this case you CANNOT plane the aluminum block of a Hemi engine. A backyard shop may try and make new gaskets to absorb the new tolerances but as a certified shop we would follow the guidelines and recommend replacement of the cylinder head and / or replace the block. The work that performed on RO 480686 was completed by a Stellantis certified level 3 technician (max level for engines) with over 10 years of experience working on these Ram products. 

  To provide a response for the video you included in your last reply I presented the video to a third party Stellantis level 3 certified technician, who is also working as an educator @ NBCC. They concure that the person in the video is telling you something that differs from the OEM Service Library guide and the job they are describing differs from the job performed on the RO 480686 and his recommendation would have cost you substantially more. The RO completed was just to repair the coolant leak as per RO 479992, as per the guidelines set out by the OEM, and nothing more intrusive. Any failure or fault of the engine likely due to excessive engine wear from operating with a coolant leak and not just overheating. For you reference I have included an article, as we discussed in person, the dangers of a coolant leak and the detrimental, and often catastrophic affects it will have on an engine. 

   I have also included a link to a Dodge forum where you can find the same information relating to the engine damage being done from a coolant leak prior to a repair being needed. BLOWN HEAD GASKET IN A 5.7 HEMI ENGINE: SYMPTOMS AND CAUSE -

  Lastly, as you would be aware any "reprinting" or modification of a RO would have "duplicate" added at the top in order for that RO to survive compliance audits and maintain general accepted accounting practices. There was NO modification to your RO after the fact as you indicate and the original is attached. There would be no reason for Moncton ******** to modify your RO as a coolant leak is just as detrimental as overheating with continuous operation. Nothing was completed in bad faith by Moncton ******** and the diagnosis and repair to your engine for a coolant leak, were performed as recommended by the OEM Service Library, by the highest trained tech available, level 3. I have taken the time to present your side of the story to three unrelated people, all experts as it relates to hemi engines and have received the same conclusion. In summary your engine failure is more likely to do with 248,000kms and not knowing the history of the truck prior to your purchase. We sympathize that you had an unexpected increase in your expected cost of ownership in trying to save by purchasing a high km truck at the auction. As a gesture of goodwill we could offer you an employee choice certificate towards the purchase of a new vehicle or offer special pricing on a used vehicle that we have Certified Pre-Owned. 

  Customer response

  23/08/2023

  I want to address the points you raised in your recent response. I appreciate your thorough explanation and the information you provided regarding the repairs performed on my truck. However, I still have some lingering questions and concerns that I hope you could shed light on.
  
  Firstly, with regard to the multiple Repair Order (RO) numbers (480686, 480686.1, and 480686.2) associated with various dates in May, could you kindly provide some context for this sequence of ROs? Gaining a comprehensive understanding of the timeline and any subsequent modifications made is essential for me. I have attached the screenshot you previously shared with me, which serves as a reference.
  
  Additionally, I've noticed a discrepancy between the initial RO and the information presented in your response. The mention of overheating in the original RO caught my attention, given that this issue wasn't apparent before I brought in the vehicle for the coolant leak repair. I'm interested in learning the origin of this overheating detail and the reasoning behind its inclusion in the initial report. It's worth mentioning that this aspect wasn't reiterated or discussed further unless it's a standard assumption that a coolant leak could potentially lead to engine overheating.
  
  One of the primary concerns I've been grappling with revolves around the conflicting guidance I received regarding driving my vehicle. When I initially discovered the coolant leak and contacted your service department, I inquired about the safety of driving the vehicle. Your team assured me that it was safe to continue driving until my diagnosis appointment. This advice was reiterated after the diagnosis, with the added instruction to maintain the coolant level.
  
  However, I now understand that there's a different perspective on this matter, suggesting that driving the vehicle with the coolant leak might have contributed to engine damage. This insight directly contradicts the information I was given by your certified Stellantis mechanics. I want to emphasize that the issue isn't about whether you told me I couldn't drive the vehicle, but rather that I was told I could without any indication of potential harm.
  
  Considering these circumstances, I recognize that a resolution needs to be reached. While I acknowledge the goodwill gesture you've extended, I find myself in a unique situation as the truck has been repaired with another engine that has significantly lower mileage and is now functioning perfectly. As a result, I don't require another vehicle.
  
  Given the miscommunication and conflicting advice I received concerning the safety of driving my truck with the coolant leak, I believe a just and fitting resolution would involve your consideration of reimbursing me for the expense incurred in replacing the head gasket. This reimbursement would acknowledge the potential engine damage resulting from my continued vehicle operation, based on the information provided by your team. Additionally, it takes into account that the head gasket replacement was carried out on an engine you've indicated was already non-functional. I want to emphasize that this proposal is not intended to assign blame, but rather an attempt to address the circumstances that have unfolded.
  
  Please let me know your thoughts on this proposal, and if it aligns with your perspective, we can move forward to resolve this matter.
  

• Initial Complaint

  20/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a 2017 ***** Ram 1500 SLT on the 7th of April from Moncton City Crystler and Dodge. I called ***** on the following days as there has been no working Air Conditioning and a very loud sound when reversing the vehicle as well as not being aligned as steering is rough, I also have paperwork stating the back rotors were to be replaced by the service department but they're not houring it. ***** has since said they are not liable even though I haven't even made a payment on said vehicle yet. I haven't had the vehicle for 30 days. They have said that 30 days are void and mean nothing despite it being noted in the bill of sale paperwork. I have now a vehicle I have hardly owned that is going to cost me over 2 grand in repairs as the dealership will not fix the issues... despite the 30 days.

  

  Business response

  21/04/2022

  Good morning,

  The Salesperson and Managers involved have all spoken to Mr ***** **** regarding the issues he has communicated with the truck purchased. The truck was sold "AS IS" knowing it needed repairs beyond what was required to pass the NB Provincial Motor Vehicle inspection and therefore the price was adjusted down accordingly so that this consumer, or any consumer, would have the right and ability to complete any of the other repairs if they chose.

  In speaking to Mr **** this morning he had said he involved the BBB and another organization to "investigate" the Dealership and in particular our service department in regards to the motor vehicle inspection. At that time I advised him at that time we would have to wait for the outcome of any investigation before proceeding with anything as we have not been made aware of any investigations by a third party yet.  
  

  The paperwork that Mr **** signed when he purchased the vehicle declaring no warranty and as traded, as is has been added. The 30 days warranty that I believe Mr **** he is referring to would be in regards to the POWERTRAIN and indicated on the bill of sale.  However, the AS-IS with no warranty implied document that was signed by Mr **** would superceed this hence there was no requirement for the additional signature on his bill of sale. Our Sales Manager offered Mr **** 1 hour of free diagnosis time ($135/hr) in order to assist in diagnosing the issue that caused Mr ****** complaint, howver, did not offer to repaor it. Mr **** arrived at the Dealership expecting the service department to immediately repair the vehicle, which was not a condition of the sale, therefore no parts were ordered or on hand. In his words he spent (sic wasted) $87 to get here and back for which would happily refund him as a courtesy. 
  

  I have advised Mr **** to let us know the outcome of his third party "investgation" in regards to the NB motor vehicle inspection and we would look at possible outcomes at that time. As of today we have 1 salesperson, 1 service advisor, 1 service maanger and 4 other managers trying to work with Mr ***** **** for a resolution and will continue to do so. As my Sales Manager mentioned to Mr ****, Moncton Motors would be willing to source the parts and supply them at cost as well as provide the labour at a reduced price tom complete the air conditioning repair. The other repairs completed to meet NB motor vehicle inspection requirements have also been included with the attached. 
  

  I believe our offer and position to Mr **** is fair and consistenet to the transaction completed and would consider this complaint as being resolved and therefore closed.  

  

  Business response

  22/04/2022

  For the complainant:
  
  ***** was provided the info on April 20 and told by ***** ****** to leave the repair issue with him, that we felt we were not required to do the repair but do to the nature of it we would see if we could get some discounting and cost share. He asked you to leave it with him so he could talk to the Used Car Manager with instructions to call him back the afternoon of April 21.

  The morning of April 21 you called **** ******** who suggested that you continue your communication with ***** when he is in at noon, "please give him a call". Then our Finance Director, ******,  took a call from your Mother, Noreen ****, who was told the same as you on April 21, "please proceed with ***** we are working on it". These instructions were clear as to what the process would be and that there was a need to leave the issue with ***** to come to a resolution.  

  Instead of ***** you called the Finance Manager, **** ******* on the afternoon of April 21 looking for more information but he is unaware of what ***** was trying to organize on your behalf. This is the reason it was recommended you maintain communications with ***** ****** at 506-857-3939.
  

  HOWEVER, from the conversation that you had on the morning of April 21 with Drew ******** you indicated you had a "Provincial Inspector" visiting you to re-inspect the truck so that they could pursue action against Moncton Motors and the service department on your behalf. You indicated to **** that you used this person before to do the same on another vehicle you had purchased. During that conversation you were told that pending your third party investigation we would need to WAIT until there was an outcome as we would need to consider their direction and authorization ofthe third party you hired. To our understanding this third party review has yet to take place and as it has been invoked and arranged by you, the complainant, it follows a scheduled related to your timeline so we have paused any proceeding in regards to the repairs in anticipation of a directed outcome from this third party.

  
  We are agreeable to send you a fuel card for the $87 you say was wasted on your trip to the dealership. This will be mailed out to your address on Monday, April 29, 2022. Once we have confirmation of the third party inspection results upon advisement we will continue to proceed, if required, through ***** ******. Please let us know when your third party inspection is adjudicated by calling ***** ****** at 506-857-3939 as well as providing a copy of the ruling.

  Customer response

  25/04/2022

  The main provincial inspection will not take place until after May 7th which is past the month mark of owning the vehicle meaning this would fall under me and not the dealership at that point and you would not have to fix anything, I don't want to wait as I fear waiting will cause me to no longer be able to have this fixed as per above since it would be 30 days after purchase.

• Initial Complaint

  15/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a 2020 Grand Caravan from Moncton Motors LP (Moncton Chrysler Dodge Ram Jeep) dealer on March 22, 2021. The advertisement that was posted on the dealer’s website for the specific vehicle I purchased indicated that it came with “a 1-year ******** subscription”. However, the ******** satellite radio service that came with the van ended after 3 months (on June 22, 2021). When I contacted the dealer about this issue, I was advised that there is no 1-year subscription with the vehicle, only 3 months. (see attached summary)

  

  Business response

  27/09/2021

  I have read the customer, ****** Peters, complaint and attached the disclosure from our website that states "*Standard Equipment is the default equipment supplied for the Make and Model of this vehicle, but may not represent the final vehicle with additional / altered equipment options." We have this disclaimer in place for anyone that does not continue to read past the little bit of information of interest to them and not continue to read the reamainder of information. These inventory pages are created by standardized a third party systems across Canada, ******.com. Their system provides all the options list based on when the vehicle was new as on overview and not meant to be as accurate as Ms ****** was hoping. What she is referring to as an ad is actually the "Original Equiment from Manufatcturer" information that is being provided by a third party company to which we do not control.

  The Finance Manager was correct in telling ****** that there is only 3 additonal months of coverage with ****** XM from the date of purchase. ****** XM is an aftermarket provideder and not owned wholly or as a subsidiary by this Dealership. They make their own programs, and subscriptions terms, not us.

  In an effort to maintain fair and courteous relations with our customers Moncton Motors is willing to cover the $61 for each of ****** ****** and *** ******** as full resolution to this matter. Ms ****** was already paid her $200 referral for Mr ********.

  I trust this will be satisfactory for all parties.

   

  
  
  
  

  
  

  

  Business response

  04/10/2021

  As the customer wishes we will rescind our offer.

  
  In response to her claim that we willfully provide misleading advertising, despite the site disclaimer, I have attached screenshots of the internal operations involved that demonstrate the push of information from one vendor to another without any input from us. The information is sent to all the websites from ****** and vAuto.

  
  Image 1 - shows the permissions active to allow ****** access to AUTOMATICALLY place their descriptions for the used vehicles on all sites.

  
  Image 2 - displays one of those descriptions and as can be seen it is not editable.

  
  Image 3 – I have emailed the appropriate Rep asking for their assistance in the matter. They will need to make the change if a change is possible.

  
  I will validate Ms ****** research as there are a number of dealers in our group that actually employ a person full time to re-write the automated ****** descriptions. Courtesy and a few others have just such a person. At Moncton Motors we do not employ anyone to re-write used car descriptions and employee one for basic photographs. As a follow up to her concerns I have reached out to the Vendors that provide the services to us, image 3. 

  There are a number of sites that provide thier own vehicle descriptions based on their VIN explosion such as Car *****, ******, ******** Marketplace, ******, ****, etc. Although it is not our intent to misrepresent any vehicle with these 3rd party services it happens to ALL dealers and the reason we run the disclaimers. In these unavoidable instances we always do our best to accomodate our customer and I would have to think this is why we have an A+ rating.

  Customer response

  08/10/2021

   I am rejecting this response because:
  
   Response - Oct 8, 2021

   

  Thank you to the Dealer for their timely response and for providing the attachments.  They were very helpful.  

   

  According to one of the attachments, the Dealer has requested that the description, which presently states "1 year ********", be changed "from 1 year to 3 months".  This is exactly what needs to be done.  Of course, I am assuming that this would be changed in all their advertising mediums in which it is applicable.  

  If this is done, and the Dealer re-instates their previous offer to re-imburse me and my "refer-a-friend" each $61 (for the 9 months of ********), then I will consider this matter to be resolved satisfactorily. 

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