Complaints

This profile includes complaints for Terra Nova Motors Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Terra Nova Motors Ltd.

  St. John's, NL A1B 4A4

• 

  Terra Nova Motors Ltd.

  595 Kenmount Road St. John's, NL A1B 3P9

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: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.

  I bought my car January 31 2023.2016 ****** elantra,certified pre-owned. Brought it in to ****** for some work when they noticed glue on my front bumper ,asked them to take a look .the bumper has no clips on it and the tabs to hold bumper in place is gone... So terra nova motors sold me a car with the bumper just super glued to the car

  Business Response

  Date: 07/06/2024

  We have been in contact with this customer and this concern has been resolved.

  Customer Answer

  Date: 24/06/2024

  Yes, everything is fine. Company put new bumper on my car.Thank You so much for all your help.

• Initial Complaint

  Date:20/02/2024

  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.

  On Jan. 16 we viewed a used truck at Terra Nova Motors. We were told it had just come in on trade and that it wasn't "on the market" yet. We agreed to purchase it and put a $500 deposit on it. At no point were we told the deposit was not refundable.
  
  On Jan. 22 we called to see if it was ready and were told it wasn't. After further discussion, my wife and I decided not to go ahead with the purchase. We asked for our deposit back, and we were then told it was non refundable because they had to take the truck "off the market" for us.
  
  We spoke to the Used Car Manager who inferred we put the deposit on the truck so we could "sit" on the truck while we continued to look. This was simply not the case.
  
  He said he would look into the matter and get back to us. He has not, nor has he returned any other phone call. We have left the least three messages.
  
  We feel that Terra Nova Motors has no right to keep our deposit.

  Business Response

  Date: 20/02/2024

  David,

  Thank you for the message.

  I have talked to the staff involved and the Salesperson did confirm that he did not recall confirming with you that deposits are non refundable, for this reason your deposit has been returned. 

  In the future, feel free to contact us for resolutions, as this was quite an easy fix and most certainly not worthy of BBB intervention.

  Customer Answer

  Date: 20/02/2024

   I am rejecting this response because: We tried repeatedly to talk to this company to resolve this matter.  We were ignored.  We feel we would not have received our deposit back without involving the BBB.  However, we do appreciate having out deposit returned.

   

  
  

• Initial Complaint

  Date:01/08/2023

  Type:Customer Service 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.

  We purchased a 2014 GMC Sierra from this dealership. After 2 days of owning it, the truck broke down on the highway out of the province. It needed MAJOR motor repair (all lifters replaced). After 4 weeks of not having a vehicle, we get the truck back from the garage that THEY insisted we bring it to that covers our warranty in Nova Scotia. 2 days later, the truck is back in the garage due to faulty parts. 1 week later, the truck needs a wheel alignment causing issues wirh the tires because of the front end repair done by Terra Nova that was not disclosed to us prior to buying it. NOW the truck was just in the garage AGAIN this morning with both front brake calipers stuck. We have had zero satisfaction from the dealership, although our warranty has been great at helping us through all of this craziness. We are now in the process of trading this truck out of province because of all the issues. Terra Nova definitely sold us $20,000 worth of garbage and after having it for 2 days would not help us with anything. It’s been a nightmare. We have had this truck in our possession for 6 weeks and have literally only been able to use it for 6 days.

  Business Response

  Date: 18/08/2023

  This customer purchased a 2014 vehicle from our dealership which was inspected and reconditioned at an alternate repair facility. This vehicle was sold with no warranty or guarantee from Terra Nova GMC Buick, however the customer purchased a ******* warranty from our company and was very pleased with the vehicle and process at the time of delivery. The next contact we had with them, we were alerted that they had driven across Newfoundland and Nova Scotia and were now experiencing vehicle troubles, we directed them toward the ******* roadside assistance phone number and an authorized ******* facility for ease of warranty application, although we had no prior interaction with that repair facility.
  
  The repair facility confirmed with the customer that the warranty would cover the repair and proceeded to repair the vehicle. After the vehicle was repaired the facility indicated that they couldn't get the repair fully covered because the claim was over the $5000 limited for ******* warranties and now the bill would be $2000 to the customer. The customer then asked us to pay for the remaining portion of the claim, our Pre Owned Manager asked to see the repair bill and reviewed it with our Service Manager. Our Service Manager had concerns that the facility that repaired the vehicle may have completed work that was more than necessary. When the Pre Owned Manager tried to discuss this with the customer and explain our concerns the customer began swearing and raising their voices,  at which point the Manager discontinued the discussion. 
  
  This customer has certainly had issues out of our and their control and we would like to continue to work with them to help, should the customer want to discuss this manner with myself they are more than welcome at my contact info below.
  
  
  
  ****** ******* *******
  Dealer Principal, Terra Nova GMC Buick

• Initial Complaint

  Date:27/07/2023

  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.

  Vehicle service issue - 2022/2023
  
  My 2017 GMC terrain started consuming oil around 120,000 km. I brought the vehicle into our local GMC dealership for service to have it inspected, only to be told everything is fine. Eventually, the vehicle also started to consume coolant, I brought the vehicle in again, and was told everything is fine. This continued to occur so I brought the vehicle in again, service did a compression test to check for engine leakage, and said everything is fine. This week, I found a crack in my engine manifold, I have a picture if needed. After much research I found out that this is likely due to oil and coolant entering the engine. I have been told that the engine should not burn oil or coolant, especially at this low kilometre range. I am very dissatisfied that after owning multiple GM vehicles that this type of negligence was considered fine. I have attempted to contact the service manager at our local GMC dealership as well as head office GMC, to no avail. I would like for GMC to check the head gasket and engine and prove to me that everything is "fine". No one has looked further into this for me. I have been told that a cracked engine manifold can leak carbon monoxide to the interior of the vehicle, which is very concerning having driven around with my baby in this condition. I am taking this very seriously, and as a long and loyal customer to GMC I would appreciate them to take this seriously as well. At minimum, I would like for service to open and have a look at the engine and prove to me that everything is good at no charge (seeing how I have previously paid multiple times for this). The O2 sensor and engine manifold have been repaired at my cost, if there is engine damage, I would like GMC to either prove that everything is "fine" or repair at their cost if it is not. Kind regards.

  **** *****************
  
  Dealership where serviced: Terra Nova GMC Buick, 595 Kenmount Rd, St. John's, NL, A1B 3P9

  Business Response

  Date: 18/08/2023

  Received on Aug 18^th, 2023.

  *****,

  We apologize for any inconvenience you have had; our Service Manager, Mike,  does not have a record of your contact attempts and it seems your last correspondence with him via email was May 2023. He will reach out to you today to create a plan forward and apologizes if he missed returning a message.

   

  His notes in our system indicate that there was some oil consumption however it was within the General Motors indicated specs for “normal consumption” at the time, however things can most certainly. We will look at the vehicle at your convenience and help diagnose in any way that we can. The manufacturer comprehensive warranty on this vehicle expired in September of 2019, almost 4 years ago and the powertrain warranty expired in 2021. Although there is no remaining warranty on the vehicle, we will certainly do a diagnostic for you at our cost to help you figure out your next steps.

   

  We will gladly get the vehicle into our shop, Mike our service Manager will be in touch today Aug 18th to make arrangements with you, as we only received this information this morning.

   

  Thank you for your patience,

  Customer Answer

  Date: 23/08/2023

  Attn: **** 

  
  

  Here is the list as requested for my vehicle that you will be looking at today, as part of the diagnostic inspection as stated below. 

  
  

  1) Proof that the engine is good as previously stated in previous appts. I would like a picture of the piston rings, head gasket and engine as proof. 

  
  

  2) Block heater coil portion that plugs into engine, plug back into engine please. It is just hanging there, vehicle only ever at gmc dealerships so either someone removed this and forgot to plug it back in or missed in factory.

  
  

  3) Same rough noise coming from vehicle. Doesn't sound normal. Please have a look. 

  
  

  4) Oil and coolant are always having to be topped up. The amount doesn't seem normal, and is more than the gmc guidelines that I had previously received from you. Please make sure coolant is not entering engine.

  
  

  5) I recently had to replace the engine manifold after the crack was missed at gmc shortly prior. Please make sure all components surrounding this issue are good now. Make sure vehicle is 100% safe and that no carbon monoxide or other harmful chemicals are entering cabin. 

  
  

  7) I had a mechanic tell me that my transmission looks like it is leaking. This has been checked at gmc previously. Please confirm that there is no leak as previously stated. 

  
  

  6) Any other issues that you notice during inspection/diagnostic.

  
  

  *If any additional costs or concerns arise outside of this free diagnostic inspection please email me here prior to proceeding. I would prefer email so that things are in writing and everyone is on the same page. 

  
  

  
  

  Kind regards,

  
  

  ******* ***** 

  
  
  
  
  

  Business Response

  Date: 23/08/2023

  Hi *******,

   

  As part of the courtesy diagnostic offered to you we will be performing a visual inspection of the vehicle to check for indications of leaks or worn components.  Specifically there will be a check on the exhaust manifold for evidence of a crack and the transmission for signs of fluid dripping.  Unfortunately inspecting and providing pictures of the piston rings and head gasket would require engine removal and disassembly and is not part of a diagnostic inspection.  We will perform a compression test and check the condition of the oil for signs of leaks.  Any issues discovered during the inspection will be recorded on your repair order and brought to your attention.   I’m estimating we will have the inspection completed around mid-afternoon and your advisor, ****** will contact you when it’s ready for pickup.      

   

  Respectfully,

   

  *** ******

  Customer Answer

  Date: 23/08/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20366116, and find that this resolution is satisfactory to me.