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:19/02/2025

  Type:Billing 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.

  Date: 02/18/2025
  I had my suv at smp. Now they quoted me a price of *** for one hour of service for a certain diagnostic. However, they never completed that one hour service. Yet they decided to charge me another 1.5 hours on top of the first hour for nothing being done. So now instead of one hour at **** it became 2.5 hours at *** for the same original diagnostics. **** ********** ***** ****

  Business Response

  Date: 05/03/2025

  This was the customer’s first visit to SMP.  The customer came to SMP on 18 Feb 2025 saying he had recently replaced his battery, but he was still having to boost his car to start it.  The customer said he had the battery tested, and that it passed.  It was suggested that there could be a parasitic draw on the battery, which draws down the battery when the car is not in use.  The customer authorized diagnosis, this included AVR (amperage-voltage-resistance) testing.  Testing showed that the alternator and starter were good, but that the battery was bad.  It was recommended that the battery be replaced.  The customer said the battery was new.  Customer was shown the date sticker indicating that the battery was from 2019, and it was now close to 6 years old.  The customer authorized battery replacement, and subsequent testing for parasitic draw.
  
  
  The battery was replaced, as authorized, and testing indicated a draw of approximately 50mA.  This is too high.  The customer authorized that the concern be diagnosed.  The draw was traced to connector 206 (X206; dash area).  Terminal fretting was identified and repaired.  Another parasitic draw test was carried out.  The draw was monitored over time at 10 mA.  This is within normal specification.  The details outlined here also appear on the customer’s invoice.
  
  Customer was engaged throughout the entire repair process.  Each step of the repair was explained fully, and he gave clear authorization for each step.  Cost of repairs was $****** plus taxes, $****** in total.  The battery itself was $******.  The warranty is 42 months, parts and labour.  That is, if the battery fails, there is full replacement (no proration) on the part, and testing as well a labour to replace are included. 

  Customer Answer

  Date: 06/03/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:** ******  
  I agree with the work they did.  However i did not agree it should gave taken 2.5 hours to change a battery and do two load tests.  * ***** **** ****** ** ***** ***** ***** ******.  I could have changed a battery in 1/2 hours.   I don't expect any resolution but i want them to know re-evaluate the total hours they bill for.  * **** **** *** ** ***** **** ******  * **** **** **** **** ****** **** **** ****** *** ***  ******
   
  
  Sincerely,
  
  
  
  Barry ******

  Business Response

  Date: 13/03/2025

  Barry ****** is not considering the time to find the parasitic draw.  It is likely the draw is what contributed to the battery failure in the first place.  Once we completed the AVR testing and replaced the battery, the customer agreed that we should identify the fault in the electrical system.  This was done in a systematic, stepwise manner.  Our efforts corrected the problem, and the customer agreed to the repair beforehand.  

   

  All this information clearly shows on the invoice provided to the customer.  All charges were customary and normal.  There was 0.5 hours charged to remove and replace the battery (*** **** * ** *** *******), and 2.0 hours charged for AVR testing plus diagnosing and repairing the electrical fault (*** **** * ** *** *******).  All this information clearly shows on the invoice provided to the customer.  

   

  There is no new information being presented here.  There is no basis for any kind of refund.  Therefore, it seems reasonable that there should be no more discussion of this matter.  Thank you.

   

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

   

  Regards,

   

  Michael ******

• Initial Complaint

  Date:29/01/2025

  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.

  On April 12, 2024 I went to SMP to get a new/used vehicle. I purchased a used 2021 Chevrolet Equinox. You have 30 days to return the vehicle for something else at the value you paid. Within the first 2 weeks it started making a noise. It needed a new muffler. They made me pay $*** when I took it in. I said the issue should have been caught in their inspection so I shouldn't have to pay. They said I was just lucky I didn't have to pay for the muffler. They would not let me leave until I paid it (I did get reimbursed the $***). This was a Friday that I took it in. They said the new muffler would be there on Monday. I waited and didn't hear anything so I called them and they said yes it's in when can you bring the vehicle in. By the time I could bring it in it was on Friday (the next day Saturday would have been the 30 days). I took it in and they fixed it. The following week I was driving on the highway on a windy day and the hood was bouncing ... very dangerous on the highway. I text and told them about it. They said if I want to keep the vehicle to bring to them. Something else that should have been found in the inspection before sale. By this time, I did want the vehicle. I did not feel safe in it. I also paid for the extended warranty, etc. I found out when I got home that the extra warrant I bought only covered another 48,000 km. I called and asked about it saying that a new vehicle is 60,000 km. He said we'll  just up the km's. I said how much would that cost me and he said nothing. How does that work? I wanted the extra warranty cancelled and reimbursed (which I know is prorated and goes by how long from the time it was purchased. The finance guy told me I can't but I found out I could. In between all of this, I made several calls and texts to the finance person who did not return any of my calls or texts. There's lots more to this. They put me in a $****** negative equity for a brand new vehicle. They stalled so it would be over the 30 days.

  Business Response

  Date: 29/01/2025

  Hi Rhonda, sorry about your experience with the Equinox.  Can you please explain the details of the refund you are wanting?

  Customer Answer

  Date: 30/01/2025

  
  
  Complaint: ********
   
  
  I am rejecting this response because:

  To SMP 

  In reality what I would like is the amount of the negative equity that SMP put me in ($****** plus). It was a disaster dealing with SMP within the first two weeks of purchasing the Equinox. I purchased the vehicle on April 12, 2024. May 6th is when I text SMP to say the car was making a noise. I was asked when I could bring it in. I leave for work at 6am so there is no shuttle service for me. I took it in May 10th and heard back from your service department that it needed a new muffler & that I needed to pay $*** deductible. By this time it left me 1 day for the 30 day return at full value. I asked about the 1 day left & received no help or advice. So by the time the muffler was replaced it was past the 30 day return. They said the muffler would be in on the following Monday. I heard nothing back.  May 22nd I text SMP asking if they heard when the muffler would be in. May 23rd I call the service department, I was told "oh yeah it's in when can you bring the vehicle in". The stalling that was done with the new muffler put me past the 30 day mark. My 30 days should have been extended as the whole issue with the muffler should have been detected in the inspection before sale. Then was the bouncing hood issue. I did not feel safe in this vehicle. I wanted all warranties/extended warranty cancelled and reimbursed.  That was a absolute horrible ordeal. I was told I couldn't then found out on my own that I could. I asked about the ******* **** and was told I couldn't do anything.  I found out myself from ******* **** that the dealership has to cancel it. Then I find out that it's a device that was installed by SMP that I could have removed myself.  June 6th I take the vehicle back to get something different...they don't even fix the hood while the vehicle it out front.  I'm told they don't have any vehicles for me and SMP would only give me the trade in value.  SMP put me in an over $****** negative equity debt.  Dealing with SMP was a terrible, stressful and financial mess.  I have all the texts, dates & times of phone calls that were returned late by your finance person.  There is so more to all of this...the way I was spoken to my your finance person********* ******** ** *** ***** *** **** *** *** **** ** ******* ** **** *****
  
  

  
  
  
  
  Sincerely,
  
  
  
  Rhonda *****

  Business Response

  Date: 30/01/2025

  I understand your frustration that you had some issues with the vehicle.  To clarify there is no "Return Option" for 30 days it is a exchange privilege.  We did reimburse you for the deductible you paid for the muffler, from what I have been told that there was no issue with the hood.  I checked and everything that was cancelable was and you received the value back for those products.  The ******* **** product "Guardian" is not refundable or cancelable.  Also the Rust module is able to be moved from vehicle to vehicle but not returnable.  I will not be able to pay you back for any negative equity but am willing to help you out if you want to trade in the Equinox for something else we have.  This way we can pay you as much back for the Equinox as possible and discount the new vehicle you get thus lowering your negative equity.  Please advise if you would like to make an appointment to come in and see me.

  Customer Answer

  Date: 30/01/2025

   
  
  Complaint: ********
   
  
  I am rejecting this response because: I know that it is a no return, that it is an exchange but I was not able to do that in the 30 day period, even though I let it be known to SMP that I was not happy.  Yes there was an issue with the hood.  I was told that it's an easy fix but when I had the car parked out front of SMP to discuss all this, nothing was done to fix it.  I asked about a refund for the ******* **** and that company told me that the dealership has to do it.  After all the discussions of the ******* ***** I was never told that it's a device that was installed by SMP and that it was removeable until it was too late.  I tried to get a different vehicle through SMP but could not get a vehicle that I wanted because of the negative equity.  I would have to down size so yes I tried to trade it in but that was not an option.  Please discuss with your sales person (who was very helpful to me--Angela) and she will tell you about the hood.  I have a video of it too.  When I tried to trade it in, you would not give me a reasonable trade in value.  I did however, get a better trade in value at a different dealership.  I would like some sort of refund because I did try everything I could in the time frame that is given.  Yes I was refunded from the warranties, but because weeks went by with no return call from your finance person, I received less that what I should have had SMP not stalled in returning my calls.  I myself cancelled everything with no help from SMP.  Your finance person told me that "no you cannot cancel the extended warranty because as of May 1 there is a new law.  I told him I talked to the warranty company myself  and was told I could.  ** **** ** **** ***** **** **** ******* ******* ***** *** *** ** ***** ** *******  I find out myself that yes I could cancel it because it was purchased before that May 1st date.  So again SMP was no help, stalled in trying to help me *** *****  I want some sort of refund as once again, the muffler and the hood issue should have been found in your inspection before I bought it and then taking the 30 days to get it fixed.  
  

   

  
  
  Sincerely,
  
  
  
  Rhonda *****

  Business Response

  Date: 30/01/2025

  I am glad you were able to find a vehicle that will be better suited for you.  If you can please provide me with the evidence of you requesting the **** warranty to be canceled within the 30 days and the proof of the amount of refund you received I will take a look at that.  Regarding the muffler and hood, When we do an inspection we can only see what is wrong at that time, thus we have a certified pre-owned warranty for that reason.  If something happens to the vehicle in the warranty period there is a repair process.  With that we did fix the muffler and refunded you your deductible.  I did speak with Angela and she was the one who told me there was no real issue with the hood.  Nonetheless I am not able to look at any refund for that.  I will review your evidence and get back to you after.   

  Business Response

  Date: 05/02/2025

  Hello, this is a response to the latest email from Rhonda ******

   

  This is Gord ********* General Manager at Saskatoon Motor Products.

   

  Your purchase date was 12/Apr/24

   

  The first correspondence on canceling the warranty is on 6/June/24 which is over the 30 day period and thus would have a prorated refund.  If I am wrong and you have other evidence showing it was within 30 days I am willing to look at refunding the amount you missed out on for the refund.

   

  I do see that you and Angela texted about the hood but never booked it in for it to be looked at, thus not sure what the issue was.  The hood issue came up on 1/June/24 - if that was an issue from day 1 it should have been brought up earlier.  Nonetheless that is what warranty is for, much like the noise that came from the muffler.  It wasn't there on day 1 but happened a few weeks after you bought the vehicle. SMP covered the repair and you were refunded the deductible.

   

  For the $****** debt you are in I am not sure how that is calculated, I know when we appraised your vehicle for trade on 6/June/24 the negative equity was a small fraction of that amount you are saying.  but without knowing how you came to the $***** I can't help out on that end.

   

  I am sorry that your vehicle had some issues after your purchase.  This is unfortunate but does happen and that is why there is warranty with the vehicle.  Regarding the cancellation of the warranty, I have spoken with the staff member involved and have disciplined them internally.  

   

  I will wait to hear from you about the 30 day window of warranty cancellation.  Please send me the documents of the amount you received back so I can see how much we would refund you to make up the difference.   

   

   

   

  Gord *********

  General Manager

  Saskatoon Motor Products

  Customer Answer

  Date: 06/02/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  

  Seeing as how you keep bringing up the 30 day period, I'll start with that.  From May 6th to May 24th, the total time of the muffler issuer, I went without a vehicle for a a couple days, had to find a way to drop off the vehicle and pick it up. As I leave for work at 6 a.m. there is no shuttle service.  I should not have been inconvenienced within the first few weeks of purchasing a vehicle that should not have passed inspection in the first place. 8 days after I picked up the vehicle from having the muffler fixed, I contacted SMP about the hood.  Also the muffler issue couldn't be heard from the inside of the vehicle.  Until I pulled up in front of my daughter's house and she was on the outside of the vehicle, we would not have heard the muffler issue.  So that muffler issue was most likely there when I bought it.  But should have been heard while on the hoist during inspection. 
  
  I did not want to get rid of the Equinox for simple reasons like not liking the color of it.  It had safety and mechanical issues right from the start. Your 30 day period should only apply if the customer changes their mind and NOT if there are safety and mechanical issues with the vehicle.  If there are issues with the vehicle that 30 day period should be reset.  Plain and simple that vehicle should never have passed the inspection.  Major things were wrong with it when I bought it and as I told Angela and Casey, I did not feel safe in the vehicle.  Feeling safe in a new(er) vehicle is part of the reason why people purchase a new vehicle.  If those things went wrong in the first few weeks of purchasing the vehicle, what else is going to go wrong or is wrong and I just don’t know about it yet.  
  
  No the vehicle was not booked in for the hood…if it was such a simple fix, why wasn’t it fixed while it was parked out front of SMP that day I was there.  Also, Angela told me that if I decide to keep the vehicle to bring it in to her not the Service Dept. and she will get it fixed.  As I said earlier, I did not find out about the hood issue until I had it on the highway, so it couldn’t have been brought up on day 1.  Yes, there was warranty, but why should I have to start paying $****** each time something needed fixing as the way it was going who knew what else was going to go wrong.  Even in the 30 day period I had to fight to get the deductible refunded. (Sales covered it). 
  
  The difference between the exchange for full refund in 30 days or get trade in value was $****** + tax.  Just the trade in amount was close to $****** not including any cancelled warranties.  *** ********* That is what put me in a negative equity.  Also besides the texts you read, my issues where brought up in person and phone calls not just in the texts.  The first time I asked about the 30 day exchange was when I was in for the muffler and nobody helped.
  
  The reason I was refunded the muffler deductible is not because SMP took responsibility, it was because I text another person from SMP who wants to keep the customer happy. It was the sales people who made sure I was refunded, not SMP accepting responsibility.  I asked for my keys back the day your Service person told me I had to pay the $***.  She said "that's the thing, you have to pay first",  and wouldn't give my keys back until I paid, *** **** ********* ** **** ** **** *** **** ***** **** ********** **** *** ****** ****** *** **** ***** ** ***** **** ****** *********** **** *** *** **** **** **** *** ******** ** ****. So please don't tell me SMP refunded my deductible.  Your sales people did.  
  
  Yes it's unfortunate that the vehicle has some issues...I'm sure those issues were there before I purchased it, so SMP should be held accountable.  Yes, there was warranty, but I should not have to start using warranty within the first weeks of purchasing the vehicle. 

  I am not willing to pay for or keep a vehicle that I paid $******+ that has mechanical and safety issues right from the start. 
  
  If the vehicle I had purchased originally from you would not have had so many problems within the first few weeks so that I didn’t have to worry about what was going to go wrong next and I wouldn’t have had so many issues dealing with certain people there, I wouldn’t have had to get a different vehicle.  If you would have given me equal exchange value for a new vehicle, I would not have negative equity.
  
  Also I was not told when I first came in that a new vehicle has a cheaper interest rate.
  
  If it wasn't for me doing taking matters into my own hands...with no help from SMP, making phone calls, texting, etc., I wouldn't have been refunded anything (warranty cancellations or mechanical work done on the vehicle.  I only had the vehicle for a matter of weeks, I didn't own the vehicle for months or years before the problems occurred.  

  I did not buy this vehicle from a private sale or Kijiji.  I went to a dealership so I wouldn't have issues like above.  
  
  ******** *** ****** ** ** ******* you will see that there is a $****** lien and trade in value was $******. **** ******** ** * **** ** ** loan statement that I owe $****** as of December 31/24.  ***** ** **** * **** ** *** ******* **** *** *** * ***** ** ******  May payments are now over $*** more bi-weekly.  If SMP would have waived their 30 day period after all the issues I had dealing with you, I would not have a debt that high for a new vehicle.  Yes I purchased a new vehicle not a used vehicle, but there is still a negative equity because of SMP.
  
  Also what needs to be taking into account is the interest rate:  SMP loan - interest rate 9.04%
                                                                                                      New car loan - interest rate 4.54%
  
  SMP total amount financed was $*********
  Total amount financed for new car was $********* 
  If SMP would have given me full value on a brand new vehicle with a lower interest rate, I would still only owe around $*******
  
  I'm sorry too that the vehicle had some issues, yes it is unfortunate, but saying those things does not make this situation better.  SMP needs to own up and take accountability for selling a vehicle that never should have passed inspection and been on your lot for sale in the first place.  
  
  I do not understand how you think SMP has no responsibility in this situation.  Your 30 day exchange policy should have been extended at the very least and not used an as excuse by SMP for putting me in this financial situation.  This is all SMP's fault. Not mine! You sold a vehicle that never should have been on the lot for sale. It had mechanical and major safety issues that should never have passed inspection. 
  
  Thanks
  Rhonda

    

  
  
  
  
  

  Business Response

  Date: 12/02/2025

  Hello, in response to the latest from Rhonda.

  When we inspect used vehicles we can only fix what we see or notice is broken/not working.  It's like a light bulb at one moment it works and the next it doesn't.  It's only when it's burnt out do you know to replace it.  We don't replace items unless they are past the wearing period or noticeably in need of repair/replacement.  This would be the case in the situation with the muffler, when we inspected it it was good, shortly after you took the vehicle it wasn't.  And that is exactly what the CPO warranty is for, things happen and the warranty takes care of it.  It was in fact SMP who refunded the deductible.  Randy (the unnamed person you are referring to) is a manager here and made the decision for SMP to refund your deductible as a sign of a kind gesture.  The hood is tough for me to speak about because it was never brought into the shop for us to look at, so any discussion of this is merely speculation.  It could have been that the latch had been pulled once or the hood didn't latch properly when closed.  For it to be noticed that long after delivery it probably wasn't happening when we inspected or otherwise when you drove off it would have been noticed.

   

  The fact that you decided to trade in the vehicle is purely your decision and with that comes a cost.  Some of the products you purchased were non refundable or only on that vehicle and thus you lost the value of that when you traded it.  Also when trading in you received a wholesale value creating a net difference from what you paid to what ******* *** paid you for the trade. 

   

  Interest rates differ on new and preowned vehicles along with a person's credit.  New is generally lower because the manufacturer subvents the rate on most new vehicles.  

   

  I did call the insurance company and was told that they sent you a cancellation form for your GAP insurance and critical illness insurance.  They said that you haven't sent anything back from the summer on this.  You are missing out on getting some of the money you paid for that back.  

   

  I am glad you were able to find a vehicle that you are happy with.  My apologies that things didn't work out at SMP

   

   

  Gord *********

  General Manager

  Saskatoon Motor Products

• Initial Complaint

  Date:24/01/2025

  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 am writing to formally express my frustration and disappointment with the service I received at your shop over the Christmas holidays. Not only has this experience been financially burdensome, but it has also caused a significant emotional toll on me and my family.
  I initially brought my 2012 GMC Terrain to you because it was stalling and surging, and I was told the issue was with the timing chain. I asked for confirmation of this diagnosis, and I was assured that this was 100% the problem. Based on your explanation, I authorized the $******* repair. However, after picking up my SUV and driving home, the same stalling issue occurred.
  I returned to your shop, and this time, I was told the problem was the fuel pump. You replaced the fuel pump for an additional $******. Again, I hoped the issue had been resolved, but after driving the truck home, the same stalling problem persisted.
  To make matters worse, this entire situation has left me with not only an unresolved mechanical issue but also significant emotional distress. ** ********** ***** ****** **** **** ***** **** ** *** *** ******* *** ******* ******** ** **** ******* ****** The time and energy I’ve spent trying to resolve this problem—and the financial burden of $********has taken away moments that I can never get back.
  
  I believe I am entitled to fair treatment, and I am requesting a prompt resolution. If I do not hear from you within [reasonable time frame, e.g., 7 days], I will be forced to explore further options, ********* ****** * ********* **** ******** ********** ******** *** ******* ** ********** **** ******* ******* ******* *** ************ *** *** ****** ******* ** ** ************ ** ****************************** ** **** ** ******** ** ******* **** ****** ********** ***** ******** 

  Business Response

  Date: 06/02/2025

  On 17 Dec 2024 the customer came to SMP and said his 2012 GMC Terrain with 261,000 km was running rough, surging, and stalling.  This was a first-time visit.  He said that he had been to two other reputable auto repair shops in Saskatoon, and both refused to work on his vehicle.  He said that he felt it was unsafe to drive the vehicle because it would stall.  ** **** **** ** *** **** ***** *** *** *** *** ****** ******* ** ******* ***** ******** * ***** ************* *** ** ****** *** ******* *********.  A preliminary scan of the vehicle indicated a host of diagnostic trouble codes (DTCs), and the customer was advised that it would have to go into the shop for diagnosis.  
  
  
  Comprehensive diagnosis was carried out.  The timing chain and associated components were worn out.  The timing chain had stretched, due to wear, and the engine timing could not be maintained.  This is why the engine was stalling.  In addition, if the timing goes out excessively, the pistons will hit the valves as they open and the engine would be ruined.  Once repairs were authorized, parts were ordered and repairs completed.  The timing chain, balance shaft chains, tensioner, and actuator were replaced, along with necessary seals and gaskets.  Oil and oil filter were also replaced, as well as coolant as necessary.
  
  
  On 23 Dec 2024, customer returned saying that he could hear a mild whining noise from the engine; a noise that was not there before.  Also, he said that the vehicle would go into a mild rough idle when idled for more than a minute, once the engine was hot.  He referred to it as surging.  Both tensioners were replaced again, under parts warranty, and at no cost to the customer.  This alleviated the engine whine.  In addition, it was found that the high pressure fuel pump was leaking into the engine.  It was worn out and needed to be replaced.  The fuel pump was sold to the customer at dealer cost, and he was not charged for labour.  In addition, the dealer provided a rental during repairs. 
  
  
  Days later, the customer returned because the check engine light was on.  A preliminary scan indicated a concern with catalytic efficiency.  Most likely, the vehicle will need a catalytic converter.  The customer declined diagnosis at the time, and asked for a quote for this "worse case" scenario.  A quote for parts and labour were given, and it included deep discounts on parts and labour.  The customer was told the quote was good for 30 days.  

   

  In closing, there is nothing more SMP can or will contribute to this customer.  The vehicle had multiple issues and very little to no maintenance performed and thus had multiple issues.  We have spent a lot of time and money on this vehicle and will not be willing to work on it any further.  

   

  Gord *********

• Initial Complaint

  Date:11/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car from them and paid it out so then I referred my brother to them and he bought a vehicle from them as well. They offered a $200 referral incentive. I have asked them numerous times about my referral incentive but have yet to receive it. They do not stand behind their word on referrals. I will NOT be referring them in the future.

  Business Response

  Date: 13/12/2023

  We have dealt with this directly with the customer.

• Initial Complaint

  Date:21/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi,
  I bought a ********** ****** used car at Saskatoon Motor Products(SMP), the address is 715 circle Dr. E, Saskatoon, SK S7K 0V1 in February 2023, and paid $ 12,000 including tax. The dealer promises a one-month warranty. But now the car had an engine problem in March and they are denying the warranty. To let me bear the maintenance costs. The nature of the dispute is that they do not cover the cost of repairs, deceive consumers, and sell problems used cars to cheating customers. The company refused to settle. deal#54916
  I hope to get help, can help me reimburse the repair costs, or return the car for a refund, thank you so much! I appreciate. If you have any questions, can contact me anytime by email or phone. Thanks a lot.

  Business Response

  Date: 27/03/2023

  Response to **** ****:

  She came in on February 4th to purchase a vehicle, She made a low offer on the car that after some negotiation we accepted.  During this interaction we explained that the car came with a 30 day or 1000km warranty that covered the powertrain items. It was made very clear that it was whichever comes first.  After accepting the offer she wanted to take the ****** to her mechanic for him to inspect.  She left with the car returning a few hours later, upon her return she addressed a couple issues that were found, as we discussed these items she mentioned that she had taken the ****** for the inspection to *** **** and to ******** ****. Both service facilities told her it was a good car in great shape.  She agreed and moved forward with the purchase.  At this time we agreed to pick up the car on Monday February 6th because we had to put winter tires on for her. We also provided her with a $200 discount on the winter tires. On Monday when she came to pick up the ****** everything went well until she went to use the key fob attached to the spare key and it didn’t work.  At this point I explained to her that with pre owned vehicles we only guarantee one key  She had been given 2 keys, both with integrated lock/unlock however one was inoperative. Both keys opened the door and started the car, however only one remote worked.  After multiple explanations she left with her vehicle.  The following day she proceeded to use Social Media posting misinformation about the transaction.  We reached out to her and paid her the value of a new key, labor to program the remote and the value of a windshield wiper.  In providing her $401.46, she agreed to take down all her Social Media posts she made.

  Now again on March 20th she has reached out because her check engine light has come on.  I explained that her 30 days had passed and that she was responsible for the repair, she would not accept that and proceeded to tell me that it was my problem.  I explained that check engine lights are not uncommon with temperature changes and that she is welcome to bring it in and we would provide a discount on labor and the parts for her.  She would not accept that and said that she will do whatever to have me fix it at my expense.  Shortly after the conversation she went back to Social Media and proceeded to write misinformation about what transpired on our call.  That evening I had seen that she had made a 1 star review on **** **** *** ***********, stating that she had filled up with gas and shortly after the check engine light came on. She then took her vehicle to her mechanic and he said that it was because of bad gas. At this point I took screen shots of all her reviews

  On Tuesday March 21st I made multiple attempts to call **** with no answer, however she did call back shortly after lunch.  Our conversation was the same as it was before, she continually put the blame on us threatening us with social media and government assistance.  I explained to her that she posted a 1 star on **** *********** ***** with regards to the poor gas and that it wasn’t something we did.  At this point she removed the post she put on ****’s site, she then changed her name on the ****** review post while we were on the phone.  Before she hung up on me I again summarized what we were will to do to help her which was to discount our labor rate along with the cost of the parts to repair her ******.  On the evening of Tuesday March 21st she had other post 1 star ****** reviews on Saskatoon Motor Products site along with ******** and any other related site.  She also changed her name again on the reviews.