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:21/03/2023

  Type:Customer Service 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.

  We went through the financing process for a vehicle in October of 2022.
  
  Two weeks after the car was delivered, we had the passenger side rear strut mount dislodge completely from the body. Our mechanic advised us at this time, that the vehicle did not pass 1 inspection, let alone 2 that the dealership advised had been done. ($300)
  
  At the time we were told that we were able to get the car, we asked if it could be delivered with winter tires. When it was delivered, it had 4 almost bald winter tires installed, that alone would not pass inspection.
  
  One morning in January, we attempted to start the car to go and do errands, and it would not start. We were able to get a boost to get to our mechanic to install a new battery. ($300).
  
  At the time of having the new battery installed in January, our mechanic did due diligence and checked the alternator/starter, and those were working fine at the time the new battery was installed.
  
  At this time, we have come to the conclusion that we need a new starter and this is not a repair that we have the funds to cover. ($700 - $1200). We thought we were getting a car with all known repairs taken care of prior to delivery.
  
  At this time, we have a car sitting in our driveway that is unable to be used. No one is helping us with the situation at hand. The dealership has not responded to any form of communication (phone or email).
  
  We don't know where to turn. This is our last resort.
  
  The financing company has advised that I should have contacted the Dealership when the strut mount was replaced, and I had done so, but they completely refused to help as they indicated that they put too much money into the car to get it ready to come to us. The vehicle should not have passed any inspection due to the bald tires, and the strut mount that could have clearly been seen as damaged if it had gone through a proper Nova Scotia Motor Vehicle Inspection.
  
  I have text messages from the salesperson at CarEvo if need be.

  Business Response

  Date: 21/03/2023

  As far as I am aware the only thing brought to managements attention was us making this customers first 2 payments which I have attached proof of payment. That being said usually anything within 30 days of delivery (while this is not a policy) we are happy to help the customer with, but where we really have no idea how the customer is driving the vehicle while it is in there possession and the vehicle was safety inspected twice before delivery there is always exceptions...As for the starter, this is a wear and tear item and it can literally go at anytime which is why no after market warranty will not cover it. I am struggling to understand why we would need to take this vehicle back or cover the cost incurred on this used vehicle with approx 180,000 kms on it at the time of sale. All I may be able to do is potentially look at the option of trading them out of said vehicle if that is an avenue they would like to explore.

   

  Thanks

  Customer Answer

  Date: 21/03/2023

   I am rejecting this response because:  it is not acceptable.  The vehicle was clearly sold to us without having 1 inspection, let alone 2. as per our mechanic. I understand that the parts that needed to be replaced are wear and tear parts, however, these parts, notably, the strut mount was worn prior to delivery on November 17, 2022.  The strut mount came off the body of the vehicle on or about December 1, 2022.  This is well within 30 days.  If the vehicle was truly inspected twice, why was this not repaired/replaced properly at that time? 

  
  

  I had sent an email to ******* **** at CarEvo after the strut mount was replaced but did not get any response.  Before filing this complaint, I attempted to reach them by phone so I would not have to go this route, however, it seems they have blocked my number and do not return my voicemails or email communication. We have all text communication at time of the deal being made.  ****** advised that the car would be in "Perfect" condition.

  
  

  This is not acceptable for being told that I would be sold a road worthy vehicle, and I am not paying for a vehicle that is currently undriveable.  

  
  

  The vehicle that was sold to us was not in proper road worthy condition, as was stated by ****** (the original salesperson).  He also advised that the vehicle would have a full 1 year warranty.  We found out that the vehicle does not have a full warranty, only a Powertrain system warranty.  The parts that are included in that warranty are the ONLY parts on this vehicle that were replaced with brand new.  

  
  

  We no longer wish to make payments on this vehicle and it needs to go back to the dealership that sold it to us, although, if this happens, it will probably get sold to someone else in the exact same condition.  

  
  

  Car Evo has more documentation than simply providing us the first 2 payments.  As soon as we found out the strut mount was no longer attached, we contacted ******* **** to advise.  He advised at that time, "We will not be able to cover the cost of the repair since we put too much money into the car to get it ready to be delivered".  This is a direct quote.  We certainly don't trust them enough to trade out the vehicle.  We believe that they would purposely provide us an even worse vehicle.  We would be happy if CarEvo would simply come good for the repairs required.  

  
  

  Thank You! 

  Business Response

  Date: 30/03/2023

  Attached is the invoice for repairs done to the vehicle prior to sale in order for it to pass the safety inspection before delivery! So despite what they may have been told by their mechanic the only reason why, according to our mechanic, the strut mount becoming detached would have to be the way the vehicle was being driven or if they hit a large bump or pothole! 

  
  

  That being said, the fact that it happened within 30 days of purchase I am willing to entertain the idea of reimbursing them for this cost if they can provide a receipt showing proof of payment for this repair.

  
  

  I really must say that I do not appreciate the implication that we would go out of our way to sell a vehicle without it being safe to drive! I can understand that certain situations can be frustrating but that is no reason to paint our company, which has helped thousands of Canadians who can't get approved anywhere else get into reliable vehicles! With this in mind I am still offering to look into helping them get into another vehicle if that is the route they would like to take.

  
  

  Regards,

  Customer Answer

  Date: 31/03/2023

   I am rejecting this response because: it is still unacceptable.

  
  

  Please find attached copies of receipts for repairs done for strut mount and new battery as well as images of the damaged strut.

  
  

  When we had the strut repair done in December we immediately notified ******* Pirro about the issue, however, we have had no response to the email sent with photos of the damaged strut.  Again, our trusted mechanic, advised that this did not happen on our normal route as there is nothing on this route that would cause such damage.  We use the car only for in town travel, and we drive no more than 2 kilometers a couple times a week.    

  
  

  Your own invoice states a new battery was installed and tested but the battery died completely, and even with a boost, there was not enough juice to have power steering.  This is yet another safety issue that should not have occurred.

  
  

  We were promised, not once, but several times by ******, that the vehicle would not need any repairs after delivery.

  
  

  I understand that you've helped thousands of Canadians get into a vehicle, but I'm pretty sure they all aren't like us.  We were very clear with ****** up front that we wanted a proper working vehicle that WOULD NOT need repairs every couple of months after being sold/delivered to us.  Those were out right lies.  

  
  

  If what ****** had promised were true, there would be no need for this dispute.  A new battery and a new strut DO NOT fail within 90 days.

  
  

  We understand that there are dishonest people out there that will purchase a vehicle with financing and treat it like dirt.  We are not in our early 20's and new drivers.  We are in our mid 40's, are responsible adults, and we want this vehicle to last a few years.  This is a major life purchase, and it was sold to us under false pretenses.

  
  

  If we had caused the damage to all the parts, we would not be having this mediated discussion.  

  
  

  We are eating the cost of the new starter.  If you would compromise and cover the cost of the 2 parts, that according to your invoice were brand new, we will consider that acceptable and resolved.   
  

• Initial Complaint

  Date:27/12/2022

  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.

  Purchase a car back on 9/9/22 from carevo i contacted them several time complaining car has issues went to 3 different garages to see what the problem is bad motor refogger wont work speaker broke i have to put oil in the car every 3 or 4 days and they wont fix the car or trade it just keep giving me excuses or not returning my calls now i have a bill for the car for24,829.62 am sure they knew what they were selling me and now arent taking responible

  Business Response

  Date: 03/01/2023

  We will be following up with this customer, we have tried to trade her out of her current vehicle as well as offered to pay to have the problem resolved! 3 Mechanics in her area have been unable to identify what the problem is.

  Customer Answer

  Date: 04/01/2023

   I am rejecting this response because:
  
  
  What carevo repsonds was i tried getting them to fix the car i did what they asked me had to 3 mechanic they couldnt figure out why it was losing oil told them about rear defogger not working and now the car missing i call them they dont answer for days all i want is for them to take the car fix all the problems stop all the phone calls putting me of and for them to say they tried to put me in another car they wanted me to finance another car more money
  

  Business Response

  Date: 04/01/2023

  We tried to reach out to ******* via phone and email yesterday with no response! I will try to reach the customer again today. When it was discovered that no mechanic in her area was able to source the issue we looked at trading her into something else. In an effort to get her out of the vehicle we have tried to get her approved for a new loan and informed her on multiple occasions that we would need a co-signer. ******* purchased her vehicle back in September, typically any issues that arise within 30 days are looked at for coverage. Where it has been 4 months as of January 9th the only option on our part to help would be to trade her out of the vehicle and it seems at this point that is not an option. 

   

  Our sales manager called and left a message with the BBB yesterday to explain all of this and have yet to receive a response. Please have a representative reach out to ******* **** *** ***** ******* * ************ ** ** *** **** ** ************ he has been working on resolving this issue and helping Barb get into a new vehicle! He returned from vacation yesterday.

   

  Thanks