ComplaintsforSuper Dave's Auto Sales

• Initial Complaint

  23/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Mar 12/24 went to Yarmouth. We got on the 103 to head home and had to pull over within moments as I ended up with an error message that showed up on my dash about the transmission. Took the next exit and called the Super Dave's/***** location. We went straight there. They pulled the vehicle into the bay and pulled the code on the vehicle. Told us there was a bulletin for the problem we were experiencing and to take it to ***** as they could do the work where it would be covered. I told them I need to call *** regarding the situation, otherwise it wouldnt be covered. They assured me they would call on my behalf and that I wouldn't need to as I had taken it to them first. We went straight to *****. ***** pulled the code on the vehicle and it came up with the same bulletin that ***** found. Was told it was the torque converter and that it would be covered. Called my in-laws to ask if we could borrow their SUV to get back home. ***** told me the parts would arrive in 2-3 days and then it would take about another day or so for the work to be complete. On Mar 18/24 called ***** for update: waiting on further instructions from Super Dave’s. I called service manager at Super Dave’s. Was told we were repeat customers and would only pay our deductible. On Mar 20/24 called Service manager who said we would have to pay for the transmission. We told him it’s covered in our warranty. Told us it wasn’t but he could get a deal on one and that it would be sent to *****. Didn’t tell us why it’s not covered. Looked through my warranty. Nothing states it shouldn’t be. Service manager said he would call *** for us. Called back and said we owed slightly less now as he got us a deal on it and a warranty. I don’t want another useless warranty. Asked why it’s not covered. He can’t tell us. Service manager told ***** transmission was on its way. Called Service manager Mar 22/24. Said he never sent the transmission and hung up on us after telling us “it’s 5 o’clock and I’m going home”.

  

  Business response

  04/04/2024

  Customer purchased vehicle sept 27 / 2023. Vehicle is not under super Dave's warranty, its under ** warranty. We are attempting to assist the customer in navigating the warranty process, which the repairing dealership being ***** should have been able to easily do. The warranty was declined by *** based on there terms and conditions. We stepped in to attempt to help the customer, we were able to convince *** to cover $4000 of a warranty they were within there rights to decline. Spoke with the customer to explain the entire situation and clear up any misunderstandings. Continued to work through process with them to source a transmission for them. The ***** dealership they went to get the vehicle repaired should have covered the transmission but ***** Canada declined, i have asked the customer to request they provide more reason, have not heard anything back. We also found out ***** was charging the customer $7000 for a used transmission, we got the customer the same transmission for $4500 to help them. We have not breached any terms or conditions of the sale from Oct and we have gone over and above and will continue to do so, we think its abundantly clear the customer has been treated poorly by ***** Canada and the ***** dealership where the vehicle is being repaired. 

  

  Business response

  04/04/2024

  Customer purchased vehicle sept 27 / 2023. Vehicle is not under super Dave's warranty, its under ** warranty. We are attempting to assist the customer in navigating the warranty process, which the repairing dealership being ***** should have been able to easily do. The warranty was declined by *** based on there terms and conditions. We stepped in to attempt to help the customer, we were able to convince *** to cover $4000 of a warranty they were within there rights to decline. Spoke with the customer to explain the entire situation and clear up any misunderstandings. Continued to work through process with them to source a transmission for them. The ***** dealership they went to get the vehicle repaired should have covered the transmission but ***** Canada declined, i have asked the customer to request they provide more reason, have not heard anything back. We also found out ***** was charging the customer $7000 for a used transmission, we got the customer the same transmission for $4500 to help them. We have not breached any terms or conditions of the sale from Oct and we have gone over and above and will continue to do so, we think its abundantly clear the customer has been treated poorly by ***** Canada and the ***** dealership where the vehicle is being repaired. 

  

  Business response

  04/04/2024

  Customer purchased vehicle sept 27 / 2023. Vehicle is not under super Dave's warranty, its under ** warranty. We are attempting to assist the customer in navigating the warranty process, which the repairing dealership being ***** should have been able to easily do. The warranty was declined by *** based on there terms and conditions. We stepped in to attempt to help the customer, we were able to convince *** to cover $4000 of a warranty they were within there rights to decline. Spoke with the customer to explain the entire situation and clear up any misunderstandings. Continued to work through process with them to source a transmission for them. The ***** dealership they went to get the vehicle repaired should have covered the transmission but ***** Canada declined, i have asked the customer to request they provide more reason, have not heard anything back. We also found out ***** was charging the customer $7000 for a used transmission, we got the customer the same transmission for $4500 to help them. We have not breached any terms or conditions of the sale from Oct and we have gone over and above and will continue to do so, we think its abundantly clear the customer has been treated poorly by ***** Canada and the ***** dealership where the vehicle is being repaired. 

  Customer response

  04/04/2024

   I am rejecting this response because: From the moment I reached out to the owner of Super Dave's we were called ***** for explaining our situation to him and what his service manager had told us, as well as what his service manager had told the service manager at *****. Super Dave's was quick to pass the ***** to ***** during all of our conversations. I was told there is a transmission on it's way from Fort Erie, ON that had been sent on March 29/24. It is now April 4/24 and I was informed by Super Dave's service manager that "the transmission is in Yarmouth but is being held up because they lost the address for delivery." I am not sure why the driver of the truck has not been contacted. It should not be difficult if they know which truck was sent to Yarmouth NS from ON, and if the delivering address had been lost then why would the driver of the truck not reach out to the distribution center to get it? There has been nothing but **** and ***** from the beginning. It has been 3 weeks and 2 days since my SUV went to ***** and there is no approximate time when it will be out of there because no one has any answers. I have been offered nothing in the way of a rental from Super Dave's while my vehicle is gone. ***** has gone above and beyond with their offers to help us when they didn't have to. There is no reason why my transmission was not covered under the extended warranty; an extended warranty that was added to my contract without my knowledge at first until I noticed the additional $1600 added to my contract and I asked the salesman about it. I was told there is a 1 year warranty on the transmission that is arriving from ON. What good is another warranty? I can't use the one I have now. I was sold an SUV from Super Dave's that their mechanics sold as "Mechanically sound". There is no reason the transmission should have gone as it did. The tourque converter was part of a bulletin that was issued a month prior to purchasing the vehicle. It should have been addressed prior to the vehicle being sold. In no way is this resolved. I expect it will be another 2 weeks without my SUV.
  
  
  

  Customer response

  04/04/2024

   I am rejecting this response because: From the moment I reached out to the owner of Super Dave's we were called ***** for explaining our situation to him and what his service manager had told us, as well as what his service manager had told the service manager at *****. Super Dave's was quick to pass the ***** to ***** during all of our conversations. I was told there is a transmission on it's way from Fort Erie, ON that had been sent on March 29/24. It is now April 4/24 and I was informed by Super Dave's service manager that "the transmission is in Yarmouth but is being held up because they lost the address for delivery." I am not sure why the driver of the truck has not been contacted. It should not be difficult if they know which truck was sent to Yarmouth NS from ON, and if the delivering address had been lost then why would the driver of the truck not reach out to the distribution center to get it? There has been nothing but **** and ***** from the beginning. It has been 3 weeks and 2 days since my SUV went to ***** and there is no approximate time when it will be out of there because no one has any answers. I have been offered nothing in the way of a rental from Super Dave's while my vehicle is gone. ***** has gone above and beyond with their offers to help us when they didn't have to. There is no reason why my transmission was not covered under the extended warranty; an extended warranty that was added to my contract without my knowledge at first until I noticed the additional $1600 added to my contract and I asked the salesman about it. I was told there is a 1 year warranty on the transmission that is arriving from ON. What good is another warranty? I can't use the one I have now. I was sold an SUV from Super Dave's that their mechanics sold as "Mechanically sound". There is no reason the transmission should have gone as it did. The tourque converter was part of a bulletin that was issued a month prior to purchasing the vehicle. It should have been addressed prior to the vehicle being sold. In no way is this resolved. I expect it will be another 2 weeks without my SUV.
  
  
  

  Customer response

  04/04/2024

   I am rejecting this response because: From the moment I reached out to the owner of Super Dave's we were called ***** for explaining our situation to him and what his service manager had told us, as well as what his service manager had told the service manager at *****. Super Dave's was quick to pass the ***** to ***** during all of our conversations. I was told there is a transmission on it's way from Fort Erie, ON that had been sent on March 29/24. It is now April 4/24 and I was informed by Super Dave's service manager that "the transmission is in Yarmouth but is being held up because they lost the address for delivery." I am not sure why the driver of the truck has not been contacted. It should not be difficult if they know which truck was sent to Yarmouth NS from ON, and if the delivering address had been lost then why would the driver of the truck not reach out to the distribution center to get it? There has been nothing but **** and ***** from the beginning. It has been 3 weeks and 2 days since my SUV went to ***** and there is no approximate time when it will be out of there because no one has any answers. I have been offered nothing in the way of a rental from Super Dave's while my vehicle is gone. ***** has gone above and beyond with their offers to help us when they didn't have to. There is no reason why my transmission was not covered under the extended warranty; an extended warranty that was added to my contract without my knowledge at first until I noticed the additional $1600 added to my contract and I asked the salesman about it. I was told there is a 1 year warranty on the transmission that is arriving from ON. What good is another warranty? I can't use the one I have now. I was sold an SUV from Super Dave's that their mechanics sold as "Mechanically sound". There is no reason the transmission should have gone as it did. The tourque converter was part of a bulletin that was issued a month prior to purchasing the vehicle. It should have been addressed prior to the vehicle being sold. In no way is this resolved. I expect it will be another 2 weeks without my SUV.
  
  
  

• Initial Complaint

  19/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last week, sought to purchase a car from this company. The process was very fast, and I ended up settling on a car the next day. Throughout the entire process, a salesperson named ****** worked with me, and everything seemed fine. My only worry was that I kept getting requests to verify information which I thought I had already submitted. I was asked to confirm my cellphone as it didn't match what they had on file, and my address as it didn't match my license, even though I have had the same address and phone number for a decade. I naively assumed this was standard procedure. On Friday, March 15th, I signed paperwork for a loan, provided information for registration, transferred my insurance to my new car, and arranged delivery. While arranging the delivery, I spoke with ****** again, who informed me that there had been some confusion as two people with the same name had applied for cars at the same time. I thought this was just a coincidence and didn't connect it to the discrepancies in information until Monday, March 18th. That morning, after already having the car delivered to me on Saturday, ****** emailed me to ask for confirmation of my employment details. I found this odd, as I had already signed everything etc., but provided the information anyways. Later that day, I received an email from ****** stating that the lender had rescinded my loan offer. I was given no other explanation, just that options were being explored, and left to spend rest of the day worrying and wondering about what would happen next. I spent 24 hours waiting for a resolution. This evening I was offered a different car at a higher rate. Yes, they would come take back the car that I signed for, and give me a higher rate for a different car. When I said no, I was told that there was nothing to be done because of my credit. How on earth did I receive this car in the first place if my credit is such an issue. And why have I not been given a clear answer on why or how this happened?

  

  Business response

  31/03/2024

  I spoke with ****** who indicated he explained to the customer what had happened. I also personally called the customer to re iterate what ****** explained however was not able to reach them, I left a message offering them to reach out to me if they wanted further explanation.
  
  We sell vehicles and we broker finance between the customer and a variety of lenders in order for the customer to be able to pay for the vehicle. We submitted a finance application on behalf of the customer to a lender. The lender when they pulled the credit bureau, it pulled information for a person with the same name, not our customer. Its unfortunate but I have seen it happen however usually it would get caught immediately before a conditional approval is granted. In this example the lender conditionally approved the customer based on the wrong credit file. This is out of our control as it’s the lender that does the approval process. We were provided finance documents from the lender. When we signed the documents then went to fund the deal from the lender with the signed documents, somehow at that point they noticed the discrepancy. They are within there rights to rescind any approval until its actually funded, we cant force them to fund a deal. When that happened we went right to the top of management at that lender to have them honour the conditional approval however they would not. At that point we did our best to get the customer the next best finance approval we could, unfortunately this next best approval was at a higher rate with a different lender I believe, with the higher rate and different finance terms the same vehicle would no longer work in the approval. We do everything possible to ensure when we deliver a vehicle that the deal goes forward, in thousands of deals we have done over the years this is the first time this situation has happened to us from a lender. 

• Initial Complaint

  09/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had purchased a 2016 f150 from super Dave’s a year and a half ago and paid for their premium warranty. First bad experience with the truck is its door latches kept freezing when the mornings were below freezing so wouldn’t close had to ratchet strip them shut while I drove to work. I called superdaves about the problem and they told me it was fords problem not theres I could find any recall only my truck so why take it there to pay when paid for the warranty :( 2nd and 3rd problem - brake warning lights comes on after driving for awhile more often but not limited to when a trailer was attached goes away after restarting vehicle. And rear differential lock didn’t work fist time I tried (gave warning to check rear differential)Took truck into super Dave’s a couple months into owning to get these problems fixed. Explained I cleaned the trailer electrical plugs and checked the lights areas for burn marks etc.. anyways charged me $100 for cleaning the trailer harness and told me they had to wait from the warranty place to find out if the can repair the differential.. which never heard back I had to call after a few days and they said they still never heard. At this point I’m getting a bit upset. The brochure to the warranty I purchased clearly states my rear differential was covered and electrical. Their diagnosis when I had in was electrical so why did they just fix knowing it was supposed to be covered. Instead not caring that I had already taken time off of work they could have kept the vehicle for a fews days fixed but instead they like to act like they know nothing a charge you for stuff you where clear you did. If the service would have said we will go do the exact same thing you did and charge you a 100 I would have said no. Instead they went and did anyway the charge me for it. Anyways they never made any real effort to solve now the truck has even more serious electrical issues. Basically transmission camshaft sensors gone can’t start truck

  

  Business response

  10/10/2023

  Issues brought up in this complaint and sale are from a year and a half ago. Super dave's at no point did not offer to assist the customer through any after sale related issues. Both sides have a different description of events however I spoke with customer today and are working together to assist in a current mechanical breakdown the customer experienced. Customer indicated to me they are satisfied.  

  Customer response

  11/10/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20715713, and find that this resolution is satisfactory to me.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hi there. I am a 23 year old girl taking Early Childhood Education at **** ****** ********* *******. I have a learning disability and PTSD. I need help with applications. I am trying to do it all on my own. Last month I applied for a car, super daves auto sales. After calling local dealerships and getting declined I felt lost in search. I resorted to ordering from an online dealership in Halifax. I waited four days to get it delivered. It should of been my first red flag that I wasn't given a contract. But I didn't know any better. I saw what I thought was condensation and drove the car thinking "it's inspected so it is safe. they cant sell a faulty car" An hour after driving it, the car started rolling backwards. I almost got hit. I had to redirect traffic with a stranger as my witness. He looked at what I thought was condensation and he told me it was transmission fluid, the entire transmission was blown. If I was on the highway, and started rolling backwards, or couldn't drive, i would have been dead right now. We weren't taught what to do when a vehicle slows down on the highway in drivers ed we were only taught the signs and how to drive in different seasons. Super daves auto sales - when I called them I told them I was a beginner at buying a car and that I needed help with picking one out for college. I work with kids and I am taking a course to make it a profession, I wanted my own vehicle so I don't have to rely on anyone else. But it appears I can't do that in Sydney and the places that would be all the way in Halifax where I can't travel. Super Daves was my excitement for the last two months and then I could of died. The man who picked the keys up, told my mom I was stupid, and that I ripped up the contract. But i didnt get a contract and there are cameras to show that. I am new at this and need your help. They couldnt replace the car. I need one. Out money from starting insurance. Another fee for cancelling it. Out over 500 and no car. Almost cost my life

  

  Business response

  22/09/2023

  - First point to address, we delivered the vehicle to the customer, before sending the vehicle we send a very detailed email outlining a number of instructions and explanations to help the delivery go smoothly. Here is the part related to the contract. So the customer was aware before the vehicle left to be delivered to her, that we would be emailing her back a copy of the paper work after the delivery. This email was sent on sept 6 10:08am   "We will only be sending one copy of the paper work to sign. Once signed, our driver will bring back the original copy to me. I will then scan and email you a copy for your records. This may take a couple of business days after sale as if the lender requires any amendments to the documents, we would want to update that before sending you a final package of documents. If you are signing via digital signature, you will automatically be emailed a copy as soon as you sign."
  

  - After receiving the car back, we quickly diagnosed the leak as a high pressure transmission line. The transmission was not blown, the repair including diagnostic was under $200 and very quick and easy. Before we had a chance to diagnose we tried to have conversations with the customer relating to us diagnosing and repairing the vehicle for her which would be normal practice. It was very quickly clear based on our communications with the client that those discussions would not be constructive so we mutually agreed to cancel the deal, so we have released the customer from all obligations related to the vehicle that she signed for. We would not "replace" the vehicle unless it was not fixable, which it was, we were willing and could have easily and quickly fixed it and had it back to her. 

  
  - Our drivers are well known to us, as we mentioned in the email that i cited above, we contract an outside delivery service to help with logistics and we have been working with this company and there consistent drivers for years, here is the excerpt "We contract an outside service to provide drivers to deliver your vehicle. The drivers are typically on time however a variety of issues can result in the delivery time being delayed. The delivery time we provide is an estimate that is typically very close to the time of arrival. We will keep you updated as any delays occur." We have never received a complaint about a driver calling customers names, we are confident they are not. 

  Customer response

  25/09/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20587937, and find that this resolution is satisfactory to me.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a car from them in april, that shouldnt have been inspected. It needed ball joints and control arms. The transmission had to be replaced. They took my car and said they were fixing it and allowed someone to drive it for 7 days without my permission. 7 days isnt a test drive. They said they replaced the starter but theres no proof of that. The shocks are gone, the linkage wasnt replaced as promised either. The exhaust leak was fixed with cement but still inspected.

  

  Business response

  01/09/2023

  The vehicle in question was a 2015 **** Fiesta with 127,000kms. After delivery, the customer indicated an issue with drivability. We immediately got them booked into a local garage and fixed the items the garage indicated were at fault (************ garage). One issue they could not fix, being the transmission we booked into a local transmission shop and they repaired it under warranty. The manager of that shop (rick roods transmission) praised the condition of the vehicle. In between the repairs the customer indicated a no start intermittent issue, we brought to our shop being an intermittent starting issue. To do that we sent a driver, the customer met with our driver and gave the driver her key and we drove it to our shop, we had the car for a week and took it on multiple test drives to help diagnose the issue, we of course let her know we would be test driving the vehicle, that is how we fix them often. The item causing the no start was a starter issue, we replaced the starter and the car started fine, we have had on further complaint from customer regarding no start. Shocks and linkage were not discussed to be replaced or indicated as issues by any of the garage's the vehicle was brought to. All repairs were done professionally and properly. Further we offered to send a mechanic to her house to deal with any other items she mentioned and she would not take us up on the offer. Of importance while the unit was at Hammersmith's, they sent us and the customer the following email that i have pasted the contents of. This proves the vehicle was in great working condition in general and was inspected by a licensed garage that indicated it would pass safety inspection with flying colors. We would not exchange the vehicle, we have gone over and above for this customer as we always do and would of course honor any valid warranty claims. 

   

   

  Customer response

  05/09/2023

   I am rejecting this response because:
  They are lying and I have the emails to prove it. I have 2 emails stating they allowed their tech to drive it back and forth to work for 7 days , that is not a test drive. They did not drive my car to their shop when they picked it up, they put it on a trailer and towed it to their shop. It wasnt driven. *********** didnt diagnose the transmission at first. They said it was the rims. It took 3 appts for them to say it MAY be the transmission. I have the paperwork stating *********** replaced the linkage, but only one side and both were gone. Rick roods did NOT assess the whole vehicle, they are a transmission repair shop. I have the email stating it was shaking quite bad after they did the transmission ans they wanted me to take it back to rick roods but its not shaking because of the transmission so i requested it go to **** to be looked at and they said no they dont deal with dealerships because they are too picky. *********** never once test drove the car after they replaced anything, i drove it after the fact with the tech in the passenger side and they blamed the issues on bent rims. One rim was replaced but all 4 were bent and *********** did not check the rearend. I asked that the exhaust get looked at and they said they did and it was fine. Upon checking with another mechanic it was found the exhaust had been cemented prior to inspection. I will see this in court. I now have a lawyer. And yes i still make my payments every two weeks in good faith. I had the car appraised by another dealer ship and it was appraised at 3 grande. They wont even take it on trade in. I wont sit back and let this happen to anyone else. There is 7 of us with vehicles from there that we can hardly drive. Its not fair and its not right. Again, it was not test driving to allow someone to use the car for 7 days back and forth to work and taking it to go out to eat in dartmouth. I didnt give permission for that. They also refuse to give me the name of who drove it and the distance it was driven. Super daves is lying and I wont stand for it

  
  

*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. ↩