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:22/08/2024

  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 put a refundable down payment on a lease for a vehicle and decided not to move forward with the company, now they have refused to give me my $500 deposit when the contract I signed says my deposit is 100% refundable

  Business Response

  Date: 26/08/2024

  As you know, you placed a $500 deposit towards a vehicle lease with us and signed a Vehicle Lease Offer Form ("Lease") dated March 18, 2024. This Lease was approved on the terms you agreed to and based upon the information you provided to us regarding your circumstances. Prior to your signing, we thoroughly reviewed the Lease with you, ensuring you had ample time to read and fully understand its terms. The Lease explicitly provided that failure to complete the transaction would result in the forfeiture of your deposit.
  
   
  
  We were fully prepared to finalize the transaction and deliver the vehicle.  We prepared it for delivery including getting it re-certified and licenced for you (we even paid the licencing costs).  During our final verification process, however, we found some discrepancies between the information you provided regarding your employment details. We requested several times that you send in required verification documents to confirm the information you had provided to us was accurate, which you failed to do.  On the scheduled delivery day, you chose not to submit the verification documents and did not take delivery of the vehicle.
  
   
  
  Although we were not required to, as a gesture of goodwill, we still offered to cancel the deal and return your deposit less our costs incurred for vehicle re-certification and licensing.  This, of course, left nothing for your sales representative who worked very hard to get you approved on the vehicle you wanted.  All we requested was that you respond back with similar goodwill and that the terms were clarified in a termination agreement. You again failed to communicate with us.  We have done nothing wrong.  Based on your non-responsiveness, the deal has not been cancelled and your deposit has been forfeited.  We hope this clarifies the situation.

  Customer Answer

  Date: 26/08/2024

   
  Complaint: 22183640
  
  I am rejecting this response because:

  I left a message with **** who was dealing with me after ***** either left or got fired so the sales *** who originally worked so hard to get me the lease was no longer there. That left a bad taste in my mouth and therefore I chose not to move forward in doing business with you. I want my entitled refund back or I will be escalating further. Also the paperwork I signed was not an actual agreement it was a proposal. 
  
  Sincerely,
  
  ************

  Business Response

  Date: 07/09/2024

  Throughout the process, our team, including both **** and *****, worked diligently to secure your approval for the lease. After ****** departure, **** continued to assist you but when you were unable or unwilling to validate your employment income, we offered as a goodwill gesture to enter into a lease termination agreement with you. This agreement included a refund of your deposit, less the costs we incurred for your licensing fees (which you still received the benefit from) and our costs of recertification when preparing the vehicle for delivery. We have acted in good faith throughout this process, doing our utmost to help you secure a great vehicle on terms that other lenders were not willing to offer at the time.  This was also not merely a "proposal," but rather a binding agreement, as you know.   The agreement clearly states, in bold letters above your signature line:
  
  "LEASE FINAL
  Please review this entire Vehicle Lease Offer, including all attached statements and terms before signing. This Lease Offer is final and binding on you once you have signed it unless the motor vehicle dealer has failed to comply with certain legal obligations.
  
  YOU ARE ENTITLED TO A COPY OF THE OFFER TO LEASE ONCE YOU HAVE SIGNED IT.
  
  As you did not want to pursue our goodwill gesture to terminate the agreement, the lease agreement is still in effect and it provides for forfeiture of your deposit if you fail to proceed when approved based on your claimed circumstances. 

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 22183640
  
  I am rejecting this response because: I dont care what you take off at this point I want my money back and no you guys changed the lease contract the day I was supposed to go get it saying I needed a co signer on the lease. Dont worry keep lying I have a lawyer working on serving you with civil lawsuit papers as we speak. Im done its been almost 6 months and you still wont refund me? Next youll be hearing from us my lawyer 
  
  Sincerely,
  
  ************

• Initial Complaint

  Date:31/07/2024

  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.

  The fact is is they repoed my car over insurance papers instead of turning it off and getting my attention that way my insurance never lapsed or anything they just needed paperwork. Honestly their business practices need to be looked into.

  Business Response

  Date: 02/08/2024

  We were disappointed to see your complaint. We take feedback seriously and are committed to addressing any legitimate issues our customers face.  We believe, however, that your complaint is both inaccurate and misleading. Regarding your insurance concerns, we have processes in place for handling insurance updates and ensuring that policies are received. Under the Highway Traffic Act, as the owner of the vehicle, we are liable for $1 Million if our vehicle is uninsured and involved in an accident.  We also want to ensure that our customer is protected at all times and that the vehicle has coverage for damage and theft. This requires us to ensure that vehicles are properly insured at all times.  In your case, when our review process indicated we had still not received an insurance policy as promised and required, we made multiple attempts to communicate with you.  When you were non-responsive, we were left with no choice to take possession of our vehicle.  When we did so, we also discovered that the vehicle is in fact damaged as well.  Our actions were not random at all but required because of the circumstances.
  
  Posting multiple negative hostile reviews and complaints does not change the facts that we did not receive an insurance policy as required, we did attempt to communicate with you and you were non-responsive,and you were aware of damage to the vehicle that you had not reported or dealt with.  We have also reached out to you and just been hung up on.  If you are willing to engage in a more constructive dialogue, we are open to resolving the matter amicably. However, we must insist on respectful communication moving forward to ensure that we can address your concerns effectively and continue our professional relationship on positive terms.

• Initial Complaint

  Date:07/06/2024

  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.

  Mother-in-law leased car on Sept. 23, 2022. She says was not give any paperwork regarding the lease after signing. May 28,2024 I requested on her behalf the lease agreement as she wanted to see if she could lower payments. Shes losing her job on the 14 of June. I looked over agreement and noticed the two optional choices on it and when I asked MIL what they were she didnt even know about them. I set time on the 5 of June to talk with dealership and asked all questions and it felt like every answer I got was a half or a run around. The optional credit insurance certificate was given to me that day. I read it and saw that **** Credit has a paragraph at bottom of page, called and asked and they have no clue who this company is or why ****s name is on their certificate. There are two other names on this cert. So I did digging and found that both contracts had discrepancies and errors and a lot more questions. The insurance is missing a lot of info like claim number, missing personal info, the words arent even legible on the paper copy I was given so emailed, etc. I asked the lady at the dealership about certain sections in agreement some she had no clue what they said. When I asked about the trade-in value, MIL was given compared to the auto trader and Carfax reports I ran on the exact car, kilometres, year, trim, body type, VIN and was quoted for $2,790-$4,110 as trade-in value. When I asked her about that, she said that it was due to the vehicle, time, kilometres on it, MSRP, and other similar factors. Other questions I had were about the Lean payout on her trade-in for $3649.46 and why MIL Was required to pay it. The answer I was given was the old Car had a lien on it That had to be paid off before purchasing other Car.Basically, it was the buy-out price. The only reason she went into another lease was so she didnt have to pay the buyout fees.Wasnt given time to read the agreements, nor was able to understand the lingo used and it wasnt explained Well enough.

  Business Response

  Date: 15/06/2024

  We appreciate the opportunity to address the concerns raised by Ms. ************************************* regarding her mother-in-law's lease agreement.
  
  Upon receiving notification of the complaint, we made several attempts to reach out to *********************************** to assist in identifying the customer we could assist in resolving the issue. Unfortunately, despite multiple attempts, we did not receive a call back.
  
  We want to clarify that our records do not indicate any customer by the name of ************************************* nor any association with her mother-in-law. We are uncertain about the specific lease agreement mentioned in the complaint.
  
  Regarding the concerns outlined in the complaint, we take them seriously and are committed to addressing them promptly. We strive to ensure transparency and clarity in all our transactions. However, without specific details or customer information, it is challenging to investigate and provide a comprehensive response.
  We value our customers' satisfaction and aim to provide clear and accurate information regarding lease agreements and associated documents. We can assure you that our customers receive original copies of their paperwork physically and digitally.
  
  We apologize for any confusion or inconvenience *********************************** and her mother-in-law may have experienced. We encourage them to contact us directly with the relevant information, and we assure them that we will make every effort to address their concerns satisfactorily.
  We look forward to resolving it swiftly.

  Customer Answer

  Date: 16/06/2024

   
  Complaint: 21818610
  
  I am rejecting this response because: I received one phone call from ****, No, I havent called him back because I am done listening to their sad excuses to why they think they can ******* people out of money, lie to them about never being able to finance on their own. Im tired of the excuses they give. They justify their actions and think they are doing good. They dont feel an ounce of remorse. They brag about their big fancy boats and then complain about being so poor knowing they are taking money from innocent people who are down on their luck and looking for a hand up and all you do is drag them back deeper under water. . And if you look up any reviews on Action Auto or Ezee Credit You will see that I am not the only person who feels this way. You can try to lie your way and say Im not a customer or Ive never been a customer. You have no files of me. Well, why is my name on a bill of sale from Action Auto? Oops, another lie on your part! What a shock. So no, Im not gonna respond to your singular phone call because I know itll just be more lies and empty promises you never keep! Ive also been asking one of your sales representatives for paperwork. Ive called twice maybe three times and *** emailed her and nothing seems like you always answer when you want something, but not when the customer needs something. Shes also the same person who looked my fianc dead in his eyes and said you will never own the car of your dreams, about a week after we got away from them he was driving his own financed dream car!

  Sincerely,
  
  *****************************-*******

  Business Response

  Date: 18/06/2024

  Thank you for providing some documents that helped us better determine who you are and your mother-in-law.   
  
  With regard to your name being on bill of sale, as you know we were requested by a former lessee of ours to have his leased vehicle buyout transferred to you instead of to him.  You were never on the lease, and we never had  a formal customer relationship with you. It was merely a paper transaction with you to facilitate the request of the actual lessee at lease end.
  
  With regard to the **** Credit reference, you will note that it starts off with If this certificate is financed by **** Credit  This is a certificate used by the insurer for several possible finance sources and only if financed by **** Credit would this paragraph be relevant.  The certificate in question states that the financial institution in this case is Action, definitely not **** Credit.  Hopefully, this clarifies your misunderstanding over the certificate.
  
  We are sorry that you dont appear to want to resolve anything, but would prefer to use the Better Business Bureau as a place to inappropriately discredit us without any facts or support.  You will recall that you indicated this was supposedly about assisting your mother-in-law, who you indicated is a current lessee of ours.  You never indicated her name, but referred to her as MIL.  If you have been asking for paperwork that doesnt relate to you,but rather your MIL, we cant provide it to you for obvious privacy reasons.   Your MIL is more than welcome to call us directly with any requests or concerns that she has.  For privacy concerns, we will not otherwise discuss a customer in a public forum who is not directly in contact with us.
  
  Despite your denial, we have actually called you several times.  Still, you have made it clear that you have no desire to actually respond, and so we will no longer try. It also appears that you dont have any genuine desire to assist your MIL as initially communicated.   Instead, you appear to be using the BBB as a forum for you to allege unfounded comments, contrary to their mandate which is to allow retailers to respond to genuine customer concerns.  With respect to your fianc, we are pleased that our reporting to the credit bureau, and his completing two leases with us, was able to get him approved for desired financing elsewhere.  Of course, we dont have enough details to evaluate what he ended up with, or on what terms,  to compare with what we would have been able to accomplish for him at the time.  We often find our customers have many more choices after completing a financing or two with us.  Plus, contrary to your comments, we often find customers telling us they are thrilled with the vehicles we provide to them compared to their choices elsewhere.  As a result, we have many great and appreciative customers, although some forget at the end how much their credit improved over their time working with us. 
  
  We take customer satisfaction seriously.  You havent survived for almost 40 years providing financing solutions in credit challenged circumstances without satisfying most customers.  While we do get the occasional review where we have been unable to satisfy a customers expectations, we often find that changing circumstances and collection issues are at the root of a damaged experience.  Most of our reviews are extremely positive, which we very much appreciate from our customers. 

• Initial Complaint

  Date:21/01/2024

  Type:Sales and Advertising 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.

  My daughter signed a lease on a car with this company on Aug 31, 2022. We have been attempting to lower her payments for 2 months because they are so high The people that work for this company are almost entirely unresponsive with phone calls and emails. They are creating an amendment so we can put $ down to lower her payments. In the meantime, I have asked multiple times (in an email- I have the email thread) to tell me how much it would cost us today to buy out the vehicle and have received no response. I have asked the "manager" to call me multiple times in the same email thread and received no response- I have asked them to refer me to someone from upper management who is willing to answer my questions in a timely manner and have received no response. The vehicle is worth approx $22 000 and my daughter has to pay $18 000 in interest! (she was 19 at the time and never should have signed this lease but here we are) Of course we would like to look into the option of taking out a loan from a bank with lower interest rates and buying the car out. No one is responding- I spoke with the Manager ********************* once- he was suppose to call me back and hasn't nor has responded to my multiple questions. The only other person I have spoken with is ************************* from Collections and Legal Support who took my information to create the amendments. She says she cannot answer my questions regarding buy out and total cost of the vehicle but **** can. But **** hasn't emailed or called me back. Apparently the only way I can find out how much $5000 down and $10 000 down will lower the monthly payments is by creating amendments which have taken weeks to create. Why can't I get straight answers about this without an amendment process? ******* seemed bothered that I didn't accept the first amendment of $5000 down (because it didn't lower my daughters payments enough) We have been trying to solve this since Mid-November with no luck or decent customer service. HELP

  Customer Answer

  Date: 24/01/2024

  January 24, ****- ******* advised me that someone from Sales (not **********- as per my request) would call me 2 days ago- this hasn't happened yet.  Someone called me regarding my BBB complaint ( I returned this call yesterday and left a message) but no one from the Sales team to answer my outstanding questions.
  

  My outstanding questions as of January 24, ****
  

  * Cost to buyout the vehicle TODAY and what that process would look like
  * Although I said I wasnt interested in this idea initially, If I did go into another car, would they allow me to refinance the lease?
  Standard car loan rates are 6-7%. This lease is ****%. Which is insane. Would they allow me to trade my car against it and pay out the balance of what you owe. 

  
  

  Business Response

  Date: 04/02/2024

  We have reviewed the complainants concerns and are actively working with her to try and assist her.  We are surprised, however,regarding the complaint because the complainant was very aware of the financial terms and cost to lease the vehicle as she was a co-signer.  *** financial terms were all disclosed on the front page of the lease including the lease payment, interest rate and cost of financing.  ***se were based upon the vehicle selected and the complainants and other partys credit profile. If she didnt like the terms, she could have just decided not to proceed and lease the vehicle. 
  
  We are still hopeful we can help assist her, but note that her requests have changed and the complainant has decided not to proceed with any restructuring of her current lease terms.  She has instead indicated that she will proceed to explore other options to purchase the vehicle or trade it in.  

• Initial Complaint

  Date:13/07/2023

  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.

  I was driving on Friday July 7 2023 at 124 pm and my tierod went which caused me to hit a park car in return I have a lot of injuries and at the time of the crash my air bags didn't go off I called them to let them know what had happened and they told me it's not their problem it was mine I have only had this car for 5 months if it was safety properly this would never of happened I never received a safety and the second picture I have attached you can tell it has been like this for a while. The safety was done with in mins of signing my paper work there is no way that it was done that fast..... now I am out of work and I think they should be paying for everything that has happened..... I am saying this once I know what is going on with my vehicle that I got on Feb 4 2023 if it's fix able I will get it paid off and I will never be returning to this company ever again they have lost all my trust and business and I will be letting other people know. They also knew I had kids that are in my car on a daily basis and they didn't seem to care it's like they just push vehicles out so they can get more in

  Business Response

  Date: 19/07/2023

  We have reviewed the complaint and have the following response.
  
  The vehicle in question was certified by a reputable repair facility in December, 2022 and then a second certification was completed just before the vehicle was delivered to her.  During the safety inspections occurring in December, 2022 and February, 2023, there was no concerns identified with the tie rod. The Complainant also purchased a Powertrain warranty with her Lease that is administered by a third party.  All of our vehicles undergo a comprehensive inspection before delivery and the Complainant was provided with a copy of the safety certificate at the time of taking delivery of the vehicle.  We have subsequently provided a second copy to her.
  
  We dont know what has happened with the vehicle in the 5 months since delivery, and the approximately ****** kms driven, to the time the Complainant alleges she experienced a tie rod failure, nor the circumstances surrounding her hitting the other vehicle.  What we are aware of is that the vehicle was involved in a collision and we have been informed that the insurance company has declared the vehicle a total loss. We will be working with the insurance company to maximize the insurance proceeds received. We will be pleased to review options with Complainant to properly terminate her lease while assisting the Complainant in acquiring a new vehicle if desired. 

• Initial Complaint

  Date:31/05/2023

  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 started my lease September 27 of 2022, that same day as soon as I drove the vehicle home and parked it I noticed the rear camera was fuzzy and it wasn’t like this when I took it for a test drive. I contacted them as it falls under the warranty. And they agreed to replace it, It is now June 2023, and the warranty ends in September and I have yet to receive the new rear camera, in early March i had to call the police regarding information they had changed to my abusers family’s name, number, and address without my permission, and I haven’t been with him since he was charged and arrested in 2019. I have also put over $3000 into repairs including brakes where I was told that the rotors and pads were never replace. Simply just sanded in slapped back on. By not just one mechanic but two, I had to replace the swaybar links and bushels and because it was again in September it was cool enough I didn’t require the AC I had no idea but now I’m stuck fixing a $1600 Freon leak because no one decided to tell me that the AC is crap and I have three kids which require AC in a hot car I have put too much money into this vehicle. I’ve asked action auto leasing multiple times either just end my lease and I owe nothing or to give me a different vehicle and they refused to do either. I’ve been told that they would reimburse me for the sway, bar, links, and bushels by Rob still haven’t received that. I guess what I’m just looking here is a resolution where either I’m getting some of the money that I’ve put into repairing this vehicle pretty much for them or they let me keep this car and I pay them nothing no more.

  Business Response

  Date: 07/06/2023

  We have
  reviewed the complaint and have the following response.
  
  We
  represented to the complainant that the vehicle in question was certified,
  which it was by two separate reputable repair facilities (******** **** *** ******** ****) with the second certification occurring just before the vehicle
  was delivered to her.  The Complainant was provided with a copy of the
  safety certificate at the time of taking delivery.
  
  The rear
  camera was functioning although we did not provide any representation that it
  would be, nor that it would function to a specific level of clarity, as it is
  not a safety item.  Often cameras get dirty, so we instructed the
  Complainant on how to clean the camera and provided an after-market camera free
  of charge, if she wanted to get it installed.  This was her choice to
  make, but not our responsibility but rather a goodwill gesture.
  
  We have not
  shared any personal information of the Complainant with anyone else and we have
  established a 4-digit code before discussing the account with the caller as per
  the Complainant’s request. 
  
  The rear
  brakes had both pads and rotors replaced by Highbury Ford.  We don’t know
  what has happened since the time of delivery, but that is clearly the
  Complainant’s responsibility under the Lease.   Similarly, the bushings
  and sway bar links both passed safety at both repair facilities prior to
  delivery.  To our knowledge, the air conditioning was also functioning
  although not a safety item.  We suspect the air conditioning was working
  (we did have hot days last fall after delivery and this spring as well) and
  that it may have failed in the current heat wave while under stress. 
  Given the advice she has received, however, we suggest that she consider
  bringing her vehicle to a different mechanical repair facility for another
  opinion and estimate.  We may be able to arrange this and to assist on a
  repair repayment if desired (we would only assist if brought to a repair
  facility we know and trust), but ultimately it is her responsibility to
  maintain and repair the vehicle, and she can choose to do this wherever she
  selects.
  
  We are not,
  however, prepared to cancel the lease and don’t feel we have done anything
  wrong in the circumstances. We do value the Complainant as a customer and will
  be reaching out to see if we can assist on diagnosing and providing a payment
  plan for required repairs if desired.

  Customer Answer

  Date: 10/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I was never given a safety certificate, also I already responded and denied, I don’t know why I never saved 
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 21/06/2023

  We have
  reviewed the updates to the complaint and have the following response.
  
  All of our
  vehicles undergo a thorough safety inspection and at the time of delivery of
  the Vehicle to the complainant, we provided the complainant with a copy of the
  safety certificate issued.  We have also subsequently provided another
  copy of the safety certificate to the complainant for her convenience.
  
  As noted in
  our earlier response, we are still willing to assist the complainant should she
  wish to explore a repair repayment and she should contact our office if she
  would like to explore this option.

  Customer Answer

  Date: 21/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: attached are photos of what I was handed upon pick up of the vehicle, and the invoices for all the repairs and maintenance done in the past 6-9 months of having the vehicle since September of 2022
  
  
  
  Sincerely,
  
  
  
  ******* ******