ComplaintsforS. Dilawri Automotive Group

• Initial Complaint

  16/09/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Dear BBB, I am lodging a formal complaint about a vehicle purchased from ************************* in ******, under the ************* Certified Pre-Owned program. The certification failed to deliver the promised peace of mind, as the car had several defects that should have been identified and rectified during the inspection process. The missing red light strip and deformations on the bumper directly contradict the high standards expected from a certified pre-owned vehicle. Despite the Dilawri Group's assurance of correcting any issues before sale, the glaring damage was overlooked, raising doubts about the certification process's thoroughness and integrity. These defects are clear and should have been identified and rectified during the 100+ point inspection that is fundamental to the certification process. If the dealership is unable to uphold the promises made in their advertising, they should not mislead consumers.Furthermore, the lack of proper maintenance records for the vehicle goes against the program's requirements, further eroding my trust in the certification process. I am seeking a full refund for the vehicle as it is the only reasonable solution given the circumstances. I opted for the ************* Certified Pre-Owned program specifically to avoid such issues, and the ongoing stress caused by this situation is unwarranted. Enclosed are relevant documents, I hope for a swift and fair resolution to restore my trust in ************* and its certified pre-owned program. Best regards, ********* Vehicle VIN: ***************** Purchase Date:Sep 10, 2024 Documents attached

• Initial Complaint

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I brought my vehicle to the dealership due to a high oil consumption issue. After verifying my VIN, I was advised that the car was covered under an existing extended warranty. In order to proceed I had to agree to an engine decarbonization procedure which I did. As a result of the procedure, 2 cylinders of the engine were permanently damaged. I was informed that a new engine had been ordered under the extended warranty only to be told a few days later that ************** had denied the claim. The only solution offered by the dealership was to replace the engine with a used one at my expense ($8124.25). Prior to the decarbonization, the care was running well with the exception of the oil consumption. It is difficult to work with the dealership as they consistently fail to timely return phone calls and texts.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have a 2018 Santa fee that I always bring to ******* **** club to do my service. I went in June 2024 with ******km on it and wen to get an oil change they where working on my car for 2.5 hours then released it to me with sticker stating ****** km to be brought back I have ****** right now and on Saturday my car did not start so I checked the oil and there was NO oil my dip stick was burnt and so was the oil cap. I brought the car in on Tuesday the 3 rd of September at 1pm I got a call to pick my car up and was ready to go at ***** so I went to pick my car up they released it to me, so I started my car and it stalled out and could not restart so ******* told me to leave my car for the night and the next day so I did with no loner car. Today September 4 th I got the call at 12:00 pm that I will need a battery and new spark plugs that was not listed that I needed, my car started fine before they got it at the service centre. Now they are saying the pistons are plugged and (sorry) something was spraying oil out everywhere under my hood but I have pictures showing when I brought it in there were no oil splatter anywhere under the hood, also they keep threatening for me to take it somewhere else but my warranty is at *******, I also always bring it to the **** club dealer for everything.

• Initial Complaint

  23/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Issue-Engine damaged for 2023 elantra which was purchased on August ******* Reason- did emergency drop off at one of ******* dealership but didnt got rental car because they said they have to diagnose a problem first. I paid for ***** to go to work and they told me they wont reimburse for *****. Requested rental car and now they agree after I called them everyday but they said they wont cover additional cost that is young driver 20$ per day fee for rental until they fix my car. Car was brand new it is shocking that engine got damaged and now they are not taking responsibility for the loss that i am experiencing. I did talk to both dealerships managers but they refuse to cover that cost. The engine is on backlog and will take anywhere between 1-2 months. I am not at fault so paying 20$ per day for rental car until then is not acceptable. I am already paying for car insurance and biweekly which is 273$ and car has loan of 35000$

  Customer response

  23/08/2024

  The dealership thats repairing my car now is- ******* **** club

  Address-******************************************

• Initial Complaint

  22/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  n june 2022, i took my car for a service appontment. I went back home and it was then my husband noticed a scratch in front of the car. I called back the dealer, the *************** up as soon as i mentioned the issue. I then kept calling until service **** was closed, ***** picked up the phone. I emailed the manager who then said that they didnt scratch the car inside maybe it happened while they were parking the car outside. He offered to pay fr the damage. He referred to a collision . They told me to come for damage and repair assessment. i brought my car in and was told i would get a back which i didnt. I had to follow up multple times before i got an appointment in septmber. I asked them to move it up as i as was about to have a baby in august. I was told no. Afterwards i missed the appointment in sept. I was sleep delrived just gave birth i was too tired. I asked to reschedule and was given end of november. I had let them know i was travelling beg of dec for six months and again needed an earlier time. they said no I said ok ill drop the car off before i travel and my husband willl pick up..i then went that day while i was sick and with my two kids only to be told i wnt get a courtesy car. How am i supposed to drive around with a baby and a toddler? How am i supposed to go to my medical appts, grocery and daycare without a car. I then contacted service manager to request a courtesy car i got no response. I followed up again no reslonse. Its been two months my car is still damaged. Im so mad about the service. Really disappointed about **** I want this to get fixed. Theres no way j pay fr my car and get it damaged by the dealer and no fix I reached out to ask for a courtesy car they never followed up. Sinxe then ive been calling and emailing they ignore me. I never thought of better business bureau a friend just told me about it

• Initial Complaint

  12/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Please see attached letter regarding history and what transpired. Also additional documets supporting my claim. Looking for repaid and partial refund based on high cost and incurring costs. Vehiclemhas only 44,000 km on it. Repair and Partial Refund

  Customer response

  23/07/2024

  I purchased a vehicle, *** **** from Dilawari Barrhaven *****.  The vehicle was in the showroom at the time of purchase.  The vehicle was outfitted with a wheel lift package already added on and was sold with an additional cost of $8995.00.  After much discussion and assurance by General 
  Manager Mike and Sales Rep Jason (both no longer employed) the vehicle would have no safety issues with the outfitted rims and tires.
  
  
  Shortly after the vehicle was brought to service to have the tire liners adjusted to limit the tires rubbing.  This was not advised the noise would get significantly worse, the more I drove. 
  
  
  The vehicle was again brought to Service to have a tire replaced.  Service advised I would receive a call when complete but assured it would be done.  Not only did they not call but forgot to send a vehicle to pick me up.  My children were at extracurricular activities and I was without a car.  I called to speak with someone and was told Service was closed and she hung up.  I again called and was put to voice mail as I tried to explain the urgency of the situation.  She proceeded to hang up on me again.   Fortunately, my neighbour was home to take me to the dealership.  My vehicle was outside with the replaced however half the required air.  I was able to speak with Service Manager Shane, who was in fact still there.  He handed me the bill that included an oil change that was not required or requested.  After paying for the tire, I proceeded to tell him what transpired and my frustration.  Clearly not interested he said “what do you want me to do”.  At the very least apologize to the CONSUMER.  He waived the oil change fee which I explained wasn’t requested or needed.  I expressed my displeasure with the service and was provided with excuse “well were short people.”  I also pointed out the rubbing noise again from the inner tire liner.  He clearly didn't care.  It was clear he was overwhelmed in his position.
  
  
  I decided not to return to Dilwari with any future servicing needs.
  
  
  During the past year the truck has been serviced for the liner (specifically right side) on several occasions.  To the point where it was replaced.  It's since lost all hardware to keep it in place.  It's held together with a zip tie.
  
  
  The truck has only 40,000 km on it (currently).  It was recently serviced for a regular tire rotation and oil change where the issue with the wheel set up was pointed out.  Two studs snapped off from both rear tires.  The vehicle was again taken to a ***** ******** dealership to have the studs replaced.  During which another stud broke off.  
  
  
  A few days after this repair, the truck started to make noise from rear while breaking.  This time a colleague referred me to personal friend and owner of another ***** Dealership to have it serviced and to evaluate the situation.  Both locations will remain anonymous.  
  
  
  I received a call from the Service Manager who confirmed there was a bigger issue that has caused a safety concern.  Upon inspection, removing the rear left tire another stud broke off.  He took pictures and provided detailed description of the issue.  He also said to prevent any further studs from snapping they won't remove any more tires.
  
  
  In short, the tire package that was on the vehicle at the time of purchase was not installed correctly and should never have been installed on the truck, let alone sold this way.  The set up has caused the studs to have additional pressure and have since damaged the rims.  Pictures attached.
  
  
  Both Service Manager and Owner advised to speak with a manager (where the vehicle was purchased) to have to matter rectified.  It was also advised not to drive the vehicle for long distances, for obvious reasons.  Both again, expressed their concern that the vehicle was allowed to be sold this way.
  
  
  This brings me to the unpleasant and extremely unprofessional encounter with your staff today.  In the presence of a close friend, we proceeded to speak with a Sales Rep regarding the situation.  General Manager was not present; however, I was assured the matter would be brought to his attention.  After the notes and pictures were copied, I noticed Service Manager Shane.  After providing him the details he proceeded with this is a Sales issue whom we don't speak with.  That being said after several moments and denying he knew the vehicle or me he finally engaged in a conversation.  Noting he didn’t at any point attempt to exchange any sort of greeting.  Clearly not interested in a resolution.  My friend explained the situation and the safety concern to which he again said to speak with a manager.  After a brief discussion about resolution, possibly returning the vehicle to original stock and have a partial return on the $8995.00 we asked who made decisions while the Sales Manager was away.  He replied Joseph *****, the Used Car Manager.  We also asked about a rental.  I have been to Orillia attending to a parent who was recently in the hospital and may again have to travel there soon.  Shane clearly didn't care and deflected the question to Joseph.  
  
  
  Jospeh proceeded to where we were and advised he heard the conversation from the beginning.  Odd considering he never once came over to introduce himself, shake are hands and have a discussion.  He was rude arrogant and unprofessional.  It was clear he wanted a confrontation and offered no solution.  He at one point, after being asked why the attitude, proceeded in face of my friend who was trying to explain the issue.  He wanted no part and would take no responsibility on behave of the dealership.  He escalated the conversation by being aggressive throwing unwarranted accusations.  Unfortunately it got to the point we left angry, and without a resolution.  A heated unpleasant interaction.
  
  
  A staff member who was pervy to the conversation, openly expressed their displeasure, regarding the matter.  Stating “I would be pissed if I was you”.
  
  
  I am dumb founded that  Shane and  Joseph are allowed to interact with consumers.  They lack professionalism and integrity.  Deflecting any issue brought to their attention.  Jospeh was clearly attempting to provoke us into a fight. 
  
  
  Being a safety concern with zero accountability, this matter has been brought to your attention.  Not to mention the repaired studs and service has been out of pocket.
  
  
  After speaking with the other ***** Owner, it was advised to write you directly.   He expressed  his disappointment with the behaviour and lack of accountability provided.  Again, making note the vehicle was already equipped with the wheel package by your dealership, at the time of purchase.  Representing all ***** Dealerships in a professional consumer friendly manner is a priority.  
  
  I'm disappointed the matter has escalated to this . I refuse to be treated in this manner or taken advantage of.  Safety and accountability should be a priority for anyone selling or repairing a vehicle.  
  

  I am out over $9000 from paying for the addition and repairs.  Zero response from Barrhaven Dilwari *****.  To the point the vehicle has been traded as it was longer safe.  Im seeking some compensation and an apology for their behaviour.

  
  
  At your earliest convenience please review.

  
  

• Initial Complaint

  18/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am writing to file a formal complaint against Dilawri Mazda Barrhaven regarding an unresolved issue stemming from car maintenance service provided on April 9th, 2024. I believe it is essential to bring this matter to your attention due to the dealership's failure to address the damage caused to my vehicle and provide satisfactory cus***er service. On April 9th, 2024, I entrusted my vehicle 2015 Mazda CX5 to Dilawri Mazda for routine maintenance. Upon retrieving my car, I discovered scratches on the right front, which were not present before the service. Immediately, I reported this incident to the ******* *******, ***, who assured me that they would investigate the matter and promptly get back to me with a resolution. Unfortunately, despite numerous attempts to follow up with *** and the dealership, I have received no satisfactory response or resolution to this issue. Each time I have reached out, I have been met with excuses, delays, and a lack of accountability on their part. Despite my repeated requests for the scratches to be fixed, Dilawri Mazda has failed to take any meaningful action to address the damage. As a consumer, I find this lack of responsibility and failure to uphold their obligations deeply concerning and unacceptable. I have attempted to resolve this matter directly with the dealership, but their unwillingness to acknowledge and rectify the damage has left me with no choice but to escalate this complaint to ***. I urge *** to investigate this matter thoroughly and facilitate a resolution that is fair and equitable. Specifically, I request that Dilawri Mazda be held accountable for the damage caused to my vehicle and be required to take immediate steps to rectify the situation by repairing the scratches at their expense. Thank you for your attention to this matter. I trust that *** will take appropriate action to ensure that consumers are protected and that businesses like Dilawri Mazda are held accountable for their actions.

• Initial Complaint

  21/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a 2012 ***** Civic for $12.5k on March 27th and picked it up on the 29th. They misrepresented the condition of the car and even after questioning them about specific issues. All pictures in ad were taken at an angle where you could not see the true state of vehicle. They even posted a video of a different vehicle. On both days at the dealership there was a snowstorm which hid the condition of the car when wet. It was only once at home and the car was dry that I could see all the dents, scratches and clear coat issues. One of the conditions of the sale was to change the bald tires. The sales rep even looked at them and expressed concern driving it during the storm. When I picked up the car I pointed out that the tires appeared to be the original ones that were to be changed but he assured me they would have been changed as per safety requirements. It was upon reviewing pictures that I realized they were the original. I emailed my sales rep that night expressing dissatisfaction with various issues. No reply was ever received. There were other issues mentioned on date of sale that can be further elaborated, including lack of safety upon request, warranty, tint distortion, amount of time listed, intake boot, etc. I returned to the dealership the next day and spoke with the rep, who had received approval by the manager to offer one of 2 choices: a full refund or change the tires. I chose the refund. After being explained the refund process, they returned to recant the offer and only offered to change the tires since they had already invested 3k on the safety. I followed the ***** proces and mailed a registered letter to the dealership and no reply was received. Emails with MTO and ***** also avail. I am willing to work with the dealership to come to an agreement with regards to compensation for issues with the car. I have also recently discovered that the condenser may have a leak because the ** has not been working consistently since date of purchase.

• Initial Complaint

  15/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 11th I took my car in for regular servicing at ********* *****. They forgot to put a bolt back in which eventually made it's way out and caused, my calliper to fall off and my brakes to fail while I was on the highway. Once my car was towed in, the service representative I spoke with took full responsibility for the mistake. I was not offered a rental car and when I asked for a refund I was told that the manager would be away until May 15th and there was nothing that they could do for me. When I called this morning, I was told that the manager is still on vacation and that there was absolutely nobody else that I could escalate the issue to. What I am asking for is 1. A refund for the annual servicing that I had done on May 11th, 2. a future credit or compensation for the inconvenience of being without a car for 4 plus days and counting and 3. The phone number of someone with the authority to help with this issue who is not on vacation.

• Initial Complaint

  19/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 14 I provided Frost GM in Brampton the bank draft to buy out my leased car (attached). When I showed them the first invoice (attached) and questioned the $100 Fuel charge, they advised me that this was charged in error. They accepted the draft, corrected the invoice (attached) and advised and that this overcharge would be refunded to me by a cheque, mailed out to my home address below, within 1–2 weeks I sent the email (attached) March 5 asking for an update, as the refund for me had not yet been received I did not year back from them and sent the follow-up email on March 10 I still did not hear back from them, and so I left them a voice message on March 14, asking them to call me back. They called me back later that day, and asked why I was calling. When I reminded them, they advised that they were going to be off until March 16 and that they would call me back then with an update on my refund They did not call me back on March 16, and so I left another voice Mail on March 17, asking them to call me back with an update. After getting no response, I sent the attached email on March 21, summarizing all of the above information. They responded the same day, advising that I would get my refund by March 24 (attached) I have still not received my refund for the overpayment or any update.

*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. ↩