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:29/01/2025

  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.

  The date of the transaction was May 3, 2024. I have traded a car to upgrade to a bigger vehicle. A total of $45659.98 was the cost of the 2020 *** Sorento. Before I bought a car, I explained my situation regarding why I needed a new car and what had to be included in the new car. We are a family of 5 with 3 children so we will need a key fob starter so I can start the car in winter from inside the home as this vehicle is fully leather. Another thing needed was a hitch because we have a trailer so these 2 things are a must to go with your company to get us a bigger car. I was promised by M******, the salesperson who sold the car and the Manager named C***** who also promised to listen to my request.
  I received my car on May 3, 2023, and it did not have a hitch or key car starter. I reached out to M****** and C***** and they promised to have it installed as it was a mistake on their end. I also got charged twice from car finance **. I called them to find out why I was charged and they said that the company sent the paperwork on April 14th, 2024. I signed the paper on May 1st, 2024 and the companies submitted my paperwork to the bank on April 14. When I reached out to them, they won't admit their mistake and I ended up paying for 2 weeks of finance even thou I received a car on May 3rd, 2024.
  I have been texting M****** since April 2024 until Aug 2024 to rectify my issue and honour the word they promised. I have also emailed but no answer from the email. And now, they will not answer my calls or text messages. I have reached out to the new person at ARC Auto Sales and the person I spoke, he pulled my credit history without my consent or knowledge. When I reached out to the company, they said it must be a mistake or you sign the paper. I explained I was never permitted to run my credit because I had to renew my house mortgage and I am not supposed to have any hard inquiries for 6 months. This may affect to renewal of my mortgage and now the company ignoring me.

  Business Response

  Date: 29/01/2025

  Actually M** ***** ******* you are misinformed. If you looked at your paper work you would clearly see that $45,659.98 is your total amount financed. You purchased your new vehicle for $37,999. This total included the $6,000 deficit you carried over from your last recent "bad" experience. Seems to be a pattern. There has never been proof of these alleged "promises" provided. Not to mention this sale was TWO years ago. You have only provided us with threatening phone calls, and now this review over a trailer hitch... 

   

  Last week you phoned here asking us to get you yet another "new" vehicle. When the result didn't come back the way YOU wanted it. We started our journey down this street. 

  Best of luck in finding a new vehicle that meets all your wants and needs,

  ******

  Customer Answer

  Date: 29/01/2025

   I am rejecting this response because: M********, you are wrong. First of all, I purchased the car on May 3, 2024, not 2023. Second, this has nothing to do with a “bad” amount in the purchase of a vehicle. I simply supply the total amount of the car purchase price. Third of all, I did not call to ask to look for a new car. I called to ask phone number for the warranty that I purchased. One of the employees answered the phone and I explained I needed a phone number for the warranty I told him how was my experience with your employees and manager that they promised to honour what supposed to come with the car but the promise was never kept. Then your employee asked me how much the balance was left over in your car and I told him the amount. He said I would call you back but never called me back. The next day I got a notification about a credit pull in my credit history. Please don't make excuses because your employees made a mistake and you're not admitting it. Why would I ask him if I needed a new car when I had a horrible experience in the first place? Nothing makes sense what you are telling me. I have sent you an email, and text messages for all the proofs. Your employees made mistakes and lied and cheated on your customers and it seems completely okay with you as a Manager. This is not the right way to treat your customers. All I am looking for is what was promised to me and removing hard inquiries on my credit history. 

  ******* *****

  
  

• Initial Complaint

  Date:02/07/2024

  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.

  When I traded my vehicle with this company it was my understanding that even though the loan was in my son's name, the vehicle would be in my name, since the temperary plate they put on it was in my name. However, when the papers were finally sent (we received them the day the temp plate was expiring) the papers are in my son's name. They have also misplaced my plate that was left on my traded vehicle at their request. No one seems to have an answer for me or wants to return any phone calls.
  My hope is that they will send a bill of sale in my name or pay to have the plate put on my vehicle, since I will need a new one thanks to them putting my son's name on the vehicle papers.

  Business Response

  Date: 15/07/2024

  This complaint has been resolved. There was a misunderstanding, the documents were in both names. We have also reimbursed them for the cost a new plate. Thanks again for the business and my apologies for any confusion during the buying process.

  Customer Answer

  Date: 15/07/2024

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21933151, and find that this resolution is satisfactory to me.

  They finally reached out with what was needed.  And paid the replacement fee for the plate that they lost.  

   

• Initial Complaint

  Date:02/06/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I financed a 2015 ******* Elantra through this company, they’re charging me 252 bi weekly for 7 years. I realized price of the car the day after I purchased, contacted the sales rep and he explained to me that I will not have to pay the full amount. I’ve had the car for only 3 months , only put approx 8,000kms on the car and the motor is blown, ******* dealership quoted me at 8,000$ out of my pocket to fix. I saved all texts from the car rep that sold me the car. They will not help me at all . Stated this is what happens when you buy a second hand car.

  Business Response

  Date: 06/06/2023

  Mr. ******* has extended warranty on his vehicle; he should call ****** warranty for coverage.

• Initial Complaint

  Date:03/05/2023

  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.

  Purchaseda a vehicle from ARC, to which I didn't mnow at the time but there was a coolant leak. The coolant backed into the motor and fried the engine. The dealership wouldn't even offer me the loan information, and when I called to speak to the owner he belittled me, yelled at me and hung up on me.
  
  I cannot afford to replace the engine out of pocket. The warranty if it is eligible will only cover a small portion of the cost.
  
  It is my belief that if a proper inspection was ran prior to the sale of the vehicle and proper testing of the lines had taken place this issue wouldn't have occurred.
  
  I am seeking reimbursement of the engine replacement and for it to be on record that this company does not provide proper MVI inspections & servicing of their vehicles prior to sale.

  Business Response

  Date: 03/05/2023

  this customer called the store yelling, screaming and cursing at the first person that answered the phone. As seen in the photos that she posted she has a copy of her paper work stating who her loan in financed with.  The vehicle was purchased 5 months ago, we have no control over how a customer treats or maintain their vehicle. This vehicle was taken to a third-party mechanic shop to have it safety inspection done as we do will all of our vehicles.  We suggest that Msr ********* takes her vehicle into a reputable mechanic shop and get diagnostic and estimate for the repair and then reach out to her warranty company for coverage.

  Customer Answer

  Date: 04/05/2023

   I am rejecting this response because:
  
  
  I called the dealership and politely asked for my loan information as at the time I couldn't locate a hard copy of my documents.

  ***** who answered the phone asked what happened to the vehicle.

  As I was explaining what TWO licensed mechanics told me, ***** became belligerent yelling "how can they say that?!", at which time I had to elevate my voice for him to hear me when I responded "I don't know Shaun, I'm not the mechanic that's why I paid for TWO mechanics to look at the vehicle and diagnose the issue".

  ***** hung up on me, to which I called back and spoke to the "owner". Upon answering the phone the owner was YELLING, CURSING and INSULTING me. Again, the only result I was looking for at the time was the contact information for the loan company to find out my options.

  This is not a game of "he said, she said". The fact is that I purchased a vehicle from this company, who claims to use a third party to inspect their vehicles, yet refuses to provide that third parties information, or inspection documents. 

  Prior to my conversation with the dealership (to obtain the loan information) I had already had the vehicle diagnosed at TWO licensed mechanics and spoken directly to Global Warranty. 

  As you can see from the many poor reviews and complaints to BBB, this is not a new issue for ARC Auto Sales. In fact multiple people have been sold vehicles that had many issues including motor issues as I'm having. Each response the dealership has is essentially the same "it's not our fault, how could we know".

  This dealership needs to take responsibility for their poor business, provide the proper documentation for the vehicles they sell and they need to learn how to deal with clients in a calm and collective manner. 

  Business Response

  Date: 04/05/2023

  The safety inspection slip would be in the vehicle with the tester's signature and the station number on it.

  Customer Answer

  Date: 05/05/2023

   I am rejecting this response because:
  
  
  Any reputable business would have documentation on file. A registered business is required to keep a 7 year paper trail.

  ARC Auto Sales should be able to provide the MVI documentation, the third party's business name that provided the vehicle inspection and registered business number, as well as the Car Fax report they pulled prior to the vehicle sale.

   

• Initial Complaint

  Date:26/04/2023

  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.

  Solicited by **** at ARC auto in November 2022 about a new vehicle. I hadn't considered it but with previous business interactions, I asked **** to look into a Rav 4 as this is what I previously owned and really enjoyed it. The initial Rav 4 XLE he found had fallen through but another one was available. 2021 Rav 4. I specifically asked " Documented via Text With **** " if the Carfax was clean or had the vehicle been involved in any collisions. I was promptly informed that it has perfectly clean. Delivery of vehicle was delayed due to a Seatbelt sensor issue that took approx one month to fix. ARC auto did supply me with a loaner vehicle in the meantime. When RAV4 was delivered ( at night ) I took the vehicle back to my place of work and looked at it. Immediately I noted the Hood not sitting properly. Upon further inspection ( untrained eyes ) It was very evident that the vehicle had damage that was not fixed properly ( Again, all documented and time-stamped ). I pulled my own Carfax that evening and in fact the vehicle had been involved in a collision in Quebec and sold @ auction. Repairs were not documented. Immediately spoke with the salesman who referred me to the Manager ( ***** ******* ). ***** asked me to get an appraisal at a local reputable autobody shop ( which took a month as it was the holidays ). Supplied ***** with the estimate and he was unhappy with the amount. Becoming very uncomfortable with the situation, and more issues showing up with the vehicle ( Airbag sensors / 4 way flashers not working ) I wanted to return the vehicle ( as I hadn't signed up to buy a vehicle that was damaged ) and ***** wanted to take the vehicle to " His Shop ". I disagreed as the buyer and still want to return the vehicle. I said I was going to seek legal advice. I have since tried to contact ARC / ***** with no response, including trying to get the owners contact information " ***** ******* "

  Business Response

  Date: 27/04/2023

  There are no accident or collision reports or even any claims reported on the Carfax report of the vehicle that Mr. ***** purchased.

  This is just a case of Buyer's remorse.

  Business Response

  Date: 04/05/2023

  As you can see from the carfax report there are NO police reported accidents, estimates, or claims reported on this vehicle. Under other Damages there is no $$ amount there which means there was no damage or claim made.  The financing bank has copies of all the documents to which they are satisfied with that this in a clean carfax.  

  Customer Answer

  Date: 04/05/2023

   I am rejecting this response because:
  Circled in red, how is this considered a  *Clean CARFAX??? *???? 

   

  This was NOT disclosed to me! 

  
  

  Business Response

  Date: 04/05/2023

  again as the CARFAX clearly states there is NO CLAIMS OR ACCIDENTS reported on this vehicle.  If Mr. ***** is unhappy with his vehicle we suggest he looks at trading it in

  Customer Answer

  Date: 04/05/2023

   I am rejecting this response because:
  
  
  Are you claiming that you sold me an undamaged vehicle? I can provide time stamped Images / video and estimates, which have already been provided to you. 

• Initial Complaint

  Date:27/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business im dealing with as of now is: ARC Auto Sales LTD
  When the dealer contacted me by phone he said he was calling from VAC- vehicle approval center, which is were I applied to in the first place. So he miss led me from the beginning. I was looking for a bigger vehicle due to my girlfriend being a bigger size. I was promised that the vehicle in question was big enough and was told it was a guaranteed that she would be able to get into and drive it, also that it was spacious. I called the person that I had been dealing with, with this issue and all he told me was that we should've figured that out the day or within a few days that we got the vehicle, he was also trying to say we got it on Sept.20 when in fact we got it on the 29th. And my girlfriend has a condition that she's unable to just get up and go out on certain days and he also knew this about her. And I wasn't even given the opportunity to test drive the vehicle to begin with. When the lady delivered the vehicle she told me she was in a rush to get to the airport so i couldnt test drive it. And now just having the vehicle 3 weeks the transmission is gone. I called the dealer about it and He told me it was my responsibility to contact ********** myself to get it fixed. In which we don't have a ********** dealer where I live. The amount of the vehicle I purchased was $38,932.30. I pay bi weekly in the amount of $315.70. Which is also over the amount that we agreed on for my budget. The dispute being that he persisted that the vehicle in question was indeed more than big enough for my girlfriend to get into comfortably and be able to drive it. Which in fact that its way smaller than he said it was and my girlfriend can't even get into it let alone drive it.

  Business Response

  Date: 03/11/2022

  In response to **** ******* complaint:
  
  While we find it unfortunate that his spouse does not fit into the vehicle we sold ****, we took all necessary measurements to find a vehicle best suited for ****. VAC is a auto leads company that brings customers looking for vehicles online, that are not able to obtain standard financing, or able to visit a dealership directly. Due to ****s remote location, he chose VAC as the company to submit an online application. ARC purchased his lead from VAC.
  
  While working with ****, he was shown many different vehicles. The first vehicle he was shown, was a smaller SUV. At this point, **** informed us that he had a spouse that was bigger in size and therefor required a larger vehicle to accomadate this that the first one we showed him. We attempted to work with **** to try to figure out exactly what kind of space would be required in the vehicle. We showed him another option, a Kia and were able to provide him with the exact passenger dimensions. He said that option did not work. 
  
  We stressed to **** that given the circumstances, we truly believed a van may be a more suitable option. **** did not wish to proceed with a van.
  
  Finally, we showed **** the **** *********. We tried many different ways to confirm the space would accommodate his girlfriends needs : we had an employee who was of a larger size sit in the vehicle, and gauge his own personal space to compare his size to ****s description of his girlfriend.
  
  This task was not easy trying to find a suitable SUV for ****, from a remote location, however after much discussion with ****, we all agreed the ********* was the best suited vehicle for his needs. 
  
  We then proceed to deliver the vehicle to ****, and stressed the importance of a test drive. Under no circumstance did our delivery driver decline a test drive opportunity with **** (or his spouse). We operate very strictly under this model and can state this with confidence. 
  It wasn't until many weeks later that **** reached out to tell us the vehicle size was not okay for his spouse. During this time, we had finalized his paperwork, funded our deal with his lender, and closed the file. 
  
  To reach out 4-6 weeks later was not the appropriate or reasonable time to tell us that the vehicle was not the right size, and we stand by this. We took every measure possible to ensure we were delivering him a suitable vehicle, and the time to tell us it was not was on delivery, and most certainly if not, within the first week.

   

  
  Pertaining to the warranty issue: We sold **** an after****et warranty, that covers powertrain. Engine, Transmission, seals, gaskets, etc. If **** is dealing with a matter related to these issues with his vehicle, and if there is no **** deal in his area, he most certainly is able to use his after****et warranty provider to address these issues, and the warranty can be used at any license garaged. We have also explained this to **** in full.
  
  Please let us know if there is any other information we can provide to assist in this case.
  

  
  

  Customer Answer

  Date: 04/11/2022

   I am rejecting this response because:
  
  
  First of all when they ended up calling me the one I was talking to informed me he was from the VAC and not the ARC. I wasn't notified that I was dealing with the ARC to begin with til it was to late. I wasn't shown many vehicles I was only shown two. The first one was the ********* and the second one was in fact a Van so that was my fault sorry. I insisted that I wanted a van because my girlfriend knew  in fact that a van she could get into and drive comfortably, they did not stress to me that a van would be better for us, it was the other way around. So I was sent pictures of both vehicles the first one being the ********* and the second one being the Van. I was able to get pictures of all angles of the ********* but as for the Van there were only limited pictures because the Van wasn't in their possession so I couldn't get the right  pictures I needed, so I had to go by the ones he did have and in saying that the Van did look smaller then the ********* but again only because I didnt have the proper angles of the Van. Nore did I ever get those pictures that I requested for the Van. In saying that I also suggested a truck either a king cab or a crew cab with tilt steering. But that request was over looked and never looked into afterwards. The one I was dealing with was more focused on the ********* then anything else. After I requested a truck he instead went on about the paper work for the *********. Me and my girlfriend were also talking to him over the phone stating that the vehicle we need has to be a bigger vehicle due to the fact that she has elephantiasis in both her legs. He then proceeded to say that he understood and to say that he also has a big guy that works with him and that he fits fine in the *********. But once again my girlfriend insisted that she's not an average size big person and that not every big person is the Same size. He then again proceeded to say he understood what she was saying and ensures her that she would in fact be able to get into and drive the *********. Once it was delivered I wasnt given the option to test drive the vehicle, I never said that she declined a test drive when asked, i wasnt given enough time to ask for a test drive because the driver was in a rush to get to the airport. It was a couple weeks later when my girlfriend was able to leave her apartment to see if she could in fact fit and drive the *********. She can not control when she can leave her home because of her condition. And that's when we found out that she could not fit nor drive the vehicle, in fact she was barely able to get half of her body into the vehicle which was a guarante that she could in the first place.
  

  Business Response

  Date: 07/11/2022

  In response to **** asking for a truck. It is true we did not explore this option in depth with him, because as it was explained, a truck was no where near his budget. We showed him pictures of a van, and even still the one we showed him he said was too much money. So we went back to the *********, and knocked money off the price in order to come as close to his budget as possible.

  At the end of the day, the task we were given to try to find a vehicle that was the right size for his girlfriend, was not an easy one. We took every step we could to ensure we were checking off all the boxes for ****, and throughout the process tried to use someone who might have been a comparable size to use as a reference. 

  The final step to ensure this would have been his girlfriend being able to check the vehicle herself on delivery. As with ANY dealership, once a customer signs paperwork, drive the vehicle, and keeps it in their possession, a sale is considered final. 

  **** was full aware of the timeline as we were delivering his vehicle. When it was first scheduled, we let him know. When that original schedule was delayed, we informed him. 

  When you are making a vehicle purchase, as a consumer it is your responsibility to ensure the vehicle is going to suit your needs before you take possession. The fact that this process took weeks for **** and his girlfriend to get into the vehicle, while unfortunate, is not within ARCs control. Any and all hesitation or concern is always required on delivery before taking the vehicle. 

  We stand by our decision that we did everything right by **** that we could to find him a suitable vehicle, and it is unfortunate that many weeks later after having the vehicle in his possession we are only now hearing he is stating this was never confirmed with his girlfriend.

  Please let us know if we can answer any more questions in regards to this issue.

  Thanks

• Initial Complaint

  Date:21/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my car on the first of September the sales rep told me it passed inspection with flying Colours yet when I took the car to my garage he said it clearly needs breaks and rotors it’s not safe to drive and they should have never put a brand new sticker on when I contacted arc they acted like they were going to pay for it but gave me a hard time for a few weeks before threatening to beat me up if I tried to return the car. I was told they will destroy my credit if and come to my city and beat me up if I had any issues. The payments are also 15$ more every two weeks than we agreed it was supposed to have winter tires come with it but it has bald all season tires it was filled with dog hair

  Business Response

  Date: 21/09/2022

  Tell us why here... We do not have our own mechanic so we take all of our vehicles to a 3rd party mechanic shop that has been in business for 19 years so they are well aware of what is required in order for a vehicle to pass safety inspection, and would never jeopardize their license or their business by putting safety inspection sticker on a vehicle that is not safe. We do not have any employees that would ever threaten a customer.  The customer would have seen the payment amount when they signed the bank document agreeing to pay what ever the amount is and that dates the payments are due and there is no way for us to change the amount or the date once the customer as signed them.

  Customer Answer

  Date: 22/09/2022

   I am rejecting this response because:
  
  
  Are you willing to provide the business name and contact information of the garage who put a safety inspection sticker on my car before you sold it to me because I’ve only had the car 20 days and the rotors are completely warped the whole car shakes when I tap the breaks and the pads are so bare the car barely comes to a stop. Your employee did threaten me and he went as far as finding me on ******** and if your not willing to look into that or admit it that’s fine. I should have read the reviews before dealing with you people I see now it’s not just the sales employee but also the owner colin who is very agrees I’ve when it comes to complaints. The cops have been called and will be looking into the inspection and the threats