Complaintsfor401 Auto RV Canada Inc.

• Initial Complaint

  20/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 9th I purchased a car from 401 Auto. Within 24 hours the car was chugging and making horrible engine noises. I took it back and was told it needed an oil change. 4 days later it started doing it again. I reached out again to be told that my engine will be replaced by *** under a recall. I contacted *** and they are telling me that my car is not under a recall and that I would have to pay out of pocket. I have tried to reach out several times with no response. If I cannot get this taken care of I will be seeing a lawyer.

  

  Business response

  14/06/2023

  Thank you BBB for bringing this matter to our attention. Upon further investigation, we had found that all recalls on the VIN of the vehicle have been completed. Our team has been working with this client regarding this matter prior to this complaint being filed. We encourage the client to reach out to *************@********.ca to resolve this matter.

• Initial Complaint

  21/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a new 2023 ****** ***** ** ******* on March 12 2023 through 401 Auto in Sudbury Ontario Canada . I made a down payment of $ 2000 and was told that the vehicle ( above ) was from ******** ****** in ******** Ontario and it would be driven to Sudbury Ontario in a week .When the car arrived on Friday March 17 2023 , there was hardly any gas as promised, no windshield washer fluid, no undercoating as written on the bill of sale and I did NOT want and no brake fluid ! I immediately told them as they drove away after delivering the vehicle on my driveway...the deliverers did not know what to say ...said they would come tomorrow ( Saturday ) ...NO brake fluid ...I thought did a home do a Pre - inspection before delivering to me ?! I had to go on Saturday and speak to a Brodie fellow ...his salesperson bought gas and Windshield washer fluid.On Monday March 20 2023 , I went to the local ******** ****** dealer in Sudbury...they said there was hardly any brake fluid ( that is a safety issue ) , no rustproofing ....I called ******** ******...they said no rustproofing was done . 401 Auto in Sudbury will rustproof next week . I did NOT ask for Rustproofing ....I did NOT ask for an Extended Warranty...and yet it was included on the Bill of Sale ....I will be paying the remainder in monthly installments of $ 650 . My issue is no brake fluid ...a safety issue , no gas , no washer fluid , no undercoating ....I did NOT want extended warranty nor undercoating which they WRONGLY stated was there .... misleading ...401 Auto Sudbury , ******** ****** Sudbury , ******** ****** ******** Ontario ...401 Auto is my problem ...I did not want Extended Warranty nor Undercoating....which together is $ 6000 in total ! VIN number is ***************** ******** ****** ********* ** *** *** **** * *** **** ******* ******* ***** ** *** *** **** ***** ***

  

  Business response

  14/06/2023

  Thank you BBB for bringing this complaint to our attention. We are happy to report that we have made contact with our mutual client and have rectified all of her concerns. We wish our client all the best in the future and encourage them to reach out directly with any questions or concerns to ************@*******.ca. 

  Customer response

  14/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:Brodie at 401 AUTO told me 2 weeks ago.. (May 30 2023 ) that the charge of $ 3500 for Extended Warranty ... which I DECLINED before signing the Bill of Sale , would be erased and withdrawn from ** **** Finance ... I called ** **** Finance today (Wednesday June 14 2023 ) and was informed that the $ 3500 is still showing... This has been 6 phone calls to 401 Auto since April 2023 to BRODIE ... He always states that the charge has been deleted ... It hasn't ... I am exhausted repeating myself ... If Brodie wants his ****** Kicks back over this ... He can have it ... I am so frustrated ... Please help me with this matter ... Thank You so much !! 
  
  Sincerely,
  
  ******* *******

  

  Business response

  23/06/2023

  Thank you BBB for standing by to address our mutual clients concerns. We have confirmed the $3,827.07 was applied to our clients loan with ** **** Finance on June 9, 2023, via confirmation of funds received by ** attached.

  We encourage our client to reach out to the ** **** Finance if they have any further concerns regarding the amounts.
  
  We consider this matter fully resolved. 

  Customer response

  28/06/2023

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

• Initial Complaint

  08/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I was having a hard time with automotive financing because I have absolutely no credit report. I went to these guys with hopes they’d get me an approval, which they did. However I was manipulated into purchasing this vehicle and told I was required to purchase their 2000$ 1 year warranty. The vehicle was a 2016 ******* ******. With 130,000kms for a list price of 19995. Then a 1485 admin fee, and a 675 Lein registration fee. I talked to some in my family and friends and did my research. They’re 1 over pricing the car and they can’t force me to purchasing their warranty. Less than 36 hours later I go back in and tell them I want to back out of the deal. They declined. I have not picked up the vehicle or paid a deposit. Instead they threaten to have my trade in vehicle repo’d from my house as it’s legally theirs and force me to take the car from them. They talked me into trying to bring it back in 8 months and trade it in. But I’d owe 17000 on a car worth around 7-8. This company manipulated a young woman who didn’t know any better with complete intentions on ripping me off and won’t let me cancel out of the deal less than 1 day later. I’ll be contacting OMVIC and reporting them for forcing a warranty on me and not practising any true business ethics. They also asked me to sign a form stating I was taking possession of the vehicle at the same time as sale. Even though the vehicle wouldn’t be in my possession for nearly 2 weeks. They couldn’t even provide me with a picture of the vehicle I signed to buy. I am scared and anxious that I have been completely taken advantage of. I am a 23 year old women on a strict budget with kids.

  

  Business response

  09/02/2023

  Good afternoon BBB and thank you for forwarding this concern.  We have been in touch with the client to discuss all their concerns and have fully resolved this issue.  We are confident that the client is now satisfied with the outcome.

  We appreciate the opportunity provided to allow us to take care of our clients!

  Customer response

  10/02/2023

  
  I wanted to inform you that 401 Auto and I have found a resolution to our issues
  Thank you,
  *****

• Initial Complaint

  04/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My wife and I went to buy a trailer the sales man told us we needed a 3rd party we did thus then was told my self was not on the loan it was my wife cosigner for her mom and I would be on the ownership with her mom then we went to fix the loan and make payment changes to find out they lied about it all put the loan for the trailer in my mother inlaws name only my wife not on it and im on the ownership with my mother inlaw and this was not what we were told from the start and im now paying for something that someone else will own this business lied about everything I would never have got this trailer if I knew all this from the start

  

  Business response

  16/01/2023

  Thank you BBB for bringing this situation to our attention.  We have reached out to the client and are working through their questions and concerns regarding this transaction.  We are confident we will be able to come to a resolve quickly.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Received vehicle as of late September and unfortunately the vehicle is riddled with problems. Not only that but to rectify problems seems to be the bigger issue. 3 months of owning it and the first 30 days there was an engine light for thermostate( still not fixed) both front struts(promised to fix, no response yet), exhaust leak at month 3 and a transmission code at 3 months. With the failure for an outstanding balance with the car shop where I’m located I can’t even get it diagnosed or fixed. I’ve taken upon myself to address minor things out of my own pocket like a new oil pan because the warranty I pay for doesn’t cover the oil pan which you figure that’s part of the engine. I got routed to “that’s a ***** problem”. Nothing but a constant battle on the phone just to get ahold of someone. Not impressed at all. Vehicle I need for work and no offer of a rental while I wait months on end, with transmission problems I can’t even drive it.

  

  Business response

  10/01/2023

  Thank you BBB for bringing this concern to our attention.  We have tried repeatedly to reach out to our valued client but have not had success in connecting with him.  We are standing by to assist, and would encourage him to call us back, or alternatively reach out to our Customer Care department at ************@*******.ca.  
  

  Customer response

  11/01/2023

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

  there hasn’t been attempts of contact to me in regards to vehicle work promised as well as new warranty related problems. I’ve tried  to get it in for warranty work as the shop I was told is preferred by 401 auto  won’t do anymore work as an outstanding balance hasn’t been paid . I’ve called the shop recommended and I’ve been informed they haven’t been paid for previous work for 401 auto. 401 auto has told me it’s been paid and I’m to sit waiting weeks/months  on end for the vehicle repair shop  to contact  me and set the time to get my vehicle in. I’ve been in contact with repair shop on a regular basis if they have any updates and they haven’t heard from 401 auto at all. This has been countless months of promises and delays and I have had no luck getting ahold of them to resolve. I contacted 401 warranty. someone in the “warranty” department told me they would need the sales associate/GM to send over the warranty papers but would need  diagnostic to guarantee there is a problem with powertrain of the vehicle . I haven’t been able to get it in due to shop refusal of any other work to be done until debts are paid. I’ve addressed 401 about this and I was told it will be resolved right away. The vehicle is only getting worse with the struts, winter driving is now limited as it’s dangerous to drive. Not to mention 2 check engine codes( transmission problem and a thermostate problem). I’ve asked if there is somewhere else or any other coarse of action to get it taken care of . Reception told me they would send off an urgent email to the  sales associate I was dealing with as I couldn’t  get through to them…. Nothing. I was told 3 days max…. Nothing yet and it’s now  coming up on almost 2 weeks  I have call histories of me calling the 401 auto dealer and the vehicle repair shop  that 401 auto told me would call me. I also have numerous emails. I can submit pictures if need be. No updates no “attempts” at contacting me. I’ve been ignored or what appeared to be dodged. 
  Sincerely,
  
  ****** ******

  

  Business response

  19/01/2023

  Thank you BBB for bringing this matter to our attention.  Our team has been in touch with the client and we have a plan in place to take care of his outstanding concerns.  We look forward to resolving this situation and getting the client safely back on the road as soon as possible.

• Initial Complaint

  24/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **** ******* ** * ******** **** *** *** ****** I got my car in December of 2021 within 1 month of having my car it had engine issues, they took my car for a month and "fixed " the problem not even after a month of getting it back the problem occurred again that they so called fixed I tried emailing and calling no one answered finally they answered not until October of 2022 they took my car and "fixed" it I got it back the next day same issue I've been speaking with people for 2 weeks and they aren't willing to do anything. I spoke with the lady gm and she is absolutely **** hung up the phone on me. Something needs to be done unfortunately my next step will to proceed with this legally,

  

  Business response

  24/11/2022

  Thank you BBB for bringing this matter to our attention.  Our Director of Customer Care reached out to the client to discuss this situation and we are currently waiting on maintenance records so we can make further determinations regarding her current concerns.  We require this information so our licensed technicians can properly diagnose the cause of the current issues as the client has driven it quite a distance and we have no record of maintenance as of yet.  We are standing by to assist and as soon as we have this information, we will ensure we do what we can to help our valued customer.

  Customer response

  24/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: they have all service records because it has been serviced by them except my oil changes which have been done by myself asking for oil change records to does not have anything to do with the issue at hand I know what the issue is and unfortunately their mechanics that so called fixed my car that they are referring to did not fix it correctly they told me on the phone they would not be doing anything regards to this issue and mostly can give me a discount and that is not acceptable I will be fixing the issue with my own mechanics I've gotten a quote for 570 dollars that includes parts and labour their mechanics gave me a quote of 1500 I am requesting that half the money be reimbursed back to me within a timely manner ( no longer than 3 weeks) receipt can be provided thats fine due to them not fixing the issue at hand the first time. My offer is more than reasonable as I am not asking For the hole thing to be paid by them they were absolutely **** and ************** on the phone and were un willing to help knowing they sold me a car with a hole bunch of issue
  Sincerely,
  
  ***** *****

  

  Business response

  28/11/2022

  Thank you for sending us this follow up.  With any mechanical related concerns, our technicians need the history of the maintenence of a vehicle to determine the cause.  The client indicated she was sending us documentation, but has now suggested through BBB that such documentation does not exist.  While we sympathize with the client and appreciate that unforeseen service costs can be frustrating and stressful, it is unfortunately part of the cost of vehicle ownership. 

  We are dissappointed the client feels our teams' conduct was ****, but appreciate the feedback.  We have reviewed the phone and email correspondence to ensure the client was treated with the respect she absolutely deserves, and did not find any indication of **** behavior.  We will, however, use this feedback to continue to educate ourselves and our team how we can continue to improve our interactions with our valued clients.

  We do appreciate the client's business however, and would like to offer a onetime customer goodwill offer for a $150 gift card to help offset some of the repair cost.  If the client wishes to accept that offer, she can email ************@*******.ca for information.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Oct 20, 2022 I bought 2015 **** ******** from 401 Auto kanata location where I had to finance it. The financial manager at the dealership would not let me test drive the car before hand stating that it was in the garage getting safetied. As I was driving I noticed a loud noise with the front end and the motor seems to be working overtime. The car was using way more fuel than it should be. I’ve contacted the dealership many times in the past 3 weeks with no resolutions. The only answer is they will call me back. This is terrible customer service. No one has reached out by text , call, or email with a solution to the issue. Any help in this matter would be greatly appreciated. Thank you

  

  Business response

  08/11/2022

  Thank you BBB for bringing this matter to our attention.

  This client has been contacted by our team and her vehicle is currently being diagnosed and repaired.  We are confident we have addressed the clients concerns and look forward to getting her back into her vehicle shortly.

  Customer response

  18/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:  401 Auto has looked at my **** and found that the bearing on the drive shaft needs to be fixed.   This should have been fixed before I took possession and not passed the safety until then.   As of Friday nov 18th. I am still waiting on the dealership for figure out how and when they are going to fix my car where it won’t impact me loosing days of work.  I work with my car and they have been told this numerous times and still no help or solutions.  
  
  Sincerely,
  
  ***** ****

  

  Business response

  28/11/2022

  Thank you BBB for sending us the client's follow up.  Our team offered a rental car to the client while her vehicle was being repaired, but that was not workable for her unfortunately.  We did work around her schedule as best we could, and the final repairs are being completed as quickly as possible.

• Initial Complaint

  12/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I got a 2014 **** ******** from 401 Auto Hamilton and 4 days after receiving the vehicle, driving to work the vehicle started over heating and smoking. I called it into Hamilton they told me no one would be able to look at for fix the vehicle till two weeks after as all mechanics had Covid. Note I had not had the vehicle for a week as yet. I ended up having to take the vehicle to a mechanic, turns out the rec oil filter housing has a bad leak, the Rec upper rad hose needs replacing, the cooling system needs servicing and the timming cover has a bad leak.The vehicle even stalled one day in the middle of the road, thank God my sons weren’t in the car with me. I have been getting the run around about these problems and getting them fixed since April 6th 2022. We are now in October and still dealing with the same problems. Missing days from work.

  

  Business response

  13/10/2022

  Thank you BBB for bringing this concern to our attention. 

  We are actively working to resolve this client's information and are awaiting some further information regarding past repairs performed outside of our dealership to proceed.  We would repesctfully ask that the client reach out to ************@********ca so we can further assist and resolve this concern.

• Initial Complaint

  29/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was forced to sign a loan agreement with 401 on getting a car last week. I was told my loan is approved by *** and just needs my signature to complete the process. Now, I have been turned down by Hamid (401 manager in charge) and Sam M. (401 rep in charge) saying, I am not eligible anymore. I am scared about the authenticity of your work. It's been a week since I signed loan agreement and has not received any update from your team. I am concerned, and I plan to file a case.. Please help me with a resolution, so I don't have to go to court. My documents and agreement are valuable to me.. And I don't know why you asked me to sign when the loan was not approved.

  

  Business response

  29/09/2022

  Thank you BBB for bringing this concern to our attention.  We would like to state that we would never force our clients to sign any documentation and we are sorry if the client felt pressured in any way.  We have been in touch with the client to explain that we unfortunately do not have control over lender's approvals, and believe that the client is satisfied with the explaination.

• Initial Complaint

  15/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought a 2017 ******* in Oct 2021 veichle was delivered but had damage that was not told about was told that they would fix it was told to take it to a body shop get price and they would pay I did that they said it was to much that I'd have to take it there I have tried contacting them with no answere finally spoke to Andy in service who said Tyrone was no longer there and he had no idea said to send him emails of previous conversation that was 2 weeks ago and he will not return my calls or emails the door was damaged upon delivery as well as the roof of car was missing alot of paint and still continues to peel as well as seat belt on passengers side keeps digging without any one in it its under warranty as well as paint and dent protection the paint is so bad and now starting to rust and iv still gotta pay for 3 more years on a car that now looks like it's a very old car that they had said would repair but wont acknowledge my concerns and seems like there backing out of what they originally said would do when I bought the veichle had I know about theese issue and that they wouldn't stand up to their word I wouldn't of agreed to it **Update Aug 23** Just got off phone with another dealership who was gonna refinance e and trade veichle but they cannot as they informed the veichle has had major damage on it over 5000 acually was 15000 and was told that a veichle over 5000 canot be financed when I bought veichle the report stated accident but no amount so I now have a veichle that nothing can be done with car as no dealership will take it so now have to contact onvic as 401 will not respond to me

  

  Business response

  29/08/2022

  Good morning BBB and thank you for bringing this matter to our attention. In order for us to properly investigate this matter, we would require more infomration from the client. We would ask the client to reach out to ************@********** with any documentation they may have in relation to this matter so we can properly follow up and address her concerns.
  
  Thank you.

  Customer response

  30/08/2022

  
  I have already done this several times and also spoke to several including the service mamnager at 401 and then none follows up on their promise

  

  Business response

  30/08/2022

  Thank you BBB for forwarding this follow up. We again would encourage the client to reach out to ************@*******.ca. This email is monitored by our Customer Care department at Headquarters and will be addressed by our Director of Customer Care, Dawn Crowe. We are committed to following up as soon as we hear from the client.

  Customer response

  31/08/2022

  
  Iv already did this no response after submitting documents

  

  Business response

  01/09/2022

  Thank you BBB for this further follow up. Our Kanata location has been trying to reach the client via phone and email but been unsuccessful as of this time. If she can reach out to our Kanata service department at her convinenience, they stand by to address her concerns.

  Customer response

  05/09/2022

  
  They have not contacted me until I got this response then got a email they ha Saif they had no contact info but it's on file from when I purchased veichle I did have a brief conversation w and I'm waiting on response thankyou

  

  Business response

  07/09/2022

  Thank you BBB for the further follow up. We have now made contact with the client. While we understand the concerns presented, this transaction occurred nearly a year ago. We are, however, assisting as a customer good will gesture and covering the cost to address the cosmetic concerns raised by the client.
  We appreciate your assistance in bringing this concern to our attention.

  

  Business response

  11/01/2023

  ******** is booked in for the end of January for the remainder of her repairs.  We will be providing a rental for her, and it appears she is happy with the resolution.

  Customer response

  17/01/2023

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

*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. ↩