Complaints

• Initial Complaint

  22/01/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They convinced me to surrender my current car to be repo'd in order to make a sale. Insisted that it would be better for me. Said it wouldn't effect my new loan and TD wouldn't be able to sue me for it. I am very uncomfortable and unsure about this I've worked hard brining up my credit and not missing any pymnts but being just after xmas with * kids, and me recently disabled from work, I am desperate. They offer me *******, I'm still really reluctant, they up it to *******. I leave. Next day they call and ask what it would take for me to say yes. I say it would have to be ******* for me to even consider doing something this crazy and I'm not even sure legal? They say done! I can't believe I'm actually agreeing to do this, but I really need the money. We go back in sign the paperwork and take the car home. With a promise the *** will be ready by Monday or Tuesday. Tuesday passes no cash back. Then they ask us if they could give us less cuz the side detection system isn't working and it will cost them $********. I say no. That money is only reason I agreed to this. Saturday they ask us to bring it in telling us it's to have it fixed. We get there expecting to drop it off for repairs, and they tell us they need us to come inside to talk about the cash back. They say there will be no cash back at all. I am so upset. I've had this vehicle for over a week, I've shown it to my kids, told my friends, fallen in love with it, most importantly, I've way over spent on my budget because I was told it was a done deal and I was getting ******** in the next *** days. Not to mention the extra insurance charged me to add the new policy, a repair I paid for on it. I am in shock that they can do this. How is this any of this legal? They tell me I have two options. 1 - they will buy the car back or 2- we can keep the thing, and they will put my name down as a "referral" for 3 random people that they sell cars to over some unknown period of time, and give me **** on each fake referral.

  

  Business response

  18/02/2025

  We have responded to the customer and reimbursed the client and have worked on training for process to ensure miscommunication this way does not happen again. 

• Initial Complaint

  30/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Traded in a vehicle that was in much better condition as it had been recently out of province inspected wanted a cheaper monthly vehicle good on gas all i got was throwenninto a **** **** better on fuel when it wants to start asked for newer tires with tread got weathered old tires put on was told to fix the cosmetics on it promised me the part was on order but still no call back also was told if i took this vehicle ithey would buy back fully and put me in a vehicle for cheaper biweekly payments i should of just kept my other truck that was cheaper monthly payment but bad on fuel this lemon i got didnt start when i first attempted to bring home it was left at the dealer over night inside and started fine they dropped it off took my never to fail start truck and drove away went to start the **** up the next morning guess what it didnt start lost a day if work over an unsafe vehicle and still waiting for a call to say the part is in but nothing will see if they call next month in september to do the promised buy back but now since they charged double the list price i will have another negetive impact towards my credit all i want is a cheap vehicle to get to and from work nothing more than ***** pay it back monthly and be done

  

  Business response

  05/12/2024

  Originally selling the F-150 there was issues when picking up his ****.  The vehicle did not start, it was -35 and the battery was dead.  We delivered the vehicle to **** home after the new battery was installed.  After delivering the vehicle there was still an issue.  Client had his vehicle brought to another shop and had it fixed we covered the bill.  We later attempted to help him get out of the **** and into another vehicle at a lower payment and the lenders did not advance us what we needed to trade him out.  We last spoke in late October and our plan is to re visit has application in the new year.  We did lower his original interest rate and the final rate will help him get what hes looking for in this new year.  I have been in contact with Mr. ******** and he has my cell (**** ******) we will continue to work hard for Mr.********.

• Initial Complaint

  09/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a 2020 used vehicle from this business. Come to find out * weeks later that it is actually a 2018 and has been revinned. That it has multiple collision claims that I was not aware of and was not actually registered in *******. All the information about the car is false.

  

  Business response

  31/07/2024

  We purchased this vehicle from an individual who had Alberta Registration in his name and who we have bought and sold vehicles with before. He did mention the *** had been changed, which is not uncommon. There were no reason for any alarms to be raised. Before we bought the vehicle, we noticed there was something odd about the *** number and we called the registry office to inquire. They let us know there is nothing suspicious. We purchased the vehicle, once we had the vehicle in the shop for the **** we noticed a container that appeared to be windshield wiper fluid was cracked. When we called **** they said there was something odd with the *** number. At that point we called the **** and the *************** again. They again, let us knw there was nothing odd that raised any flags on either one of their ends. 
  We ended up getting the container for the 2020 *** and everything was fine. 
  We sold the vehicle to ******, took his vehicle in on trade and financed it with the bank. After he took possession of the vehicle, he called stating the *** number had been changed and there is more to this vehicle than anyone was aware of. 
  We reached out to ****** to pick up the *** to get it inspected so we could understand what was going on with it. We offered to supply him with a loaner vehicle so he would not be without transportation. He denied this request for this. This is when we received an ***** complaint. Shortly after that, the ***** officer let us know this was a police investigation. We contacted the police and got the information.  Because I have never came across this, I reached out to our legal team for assistance. They advised this is a police matter and ****** has to deal with the police himself. Any of the people in the middle such as Renfrew Chrysler and whoever owned the vehicle after the fraud legally have to stay out of this. We will provide any documents needed but our legal team have said ****** needs to deal with the police directly. 

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Vehicular was sold with inspection report that had false information stating vehicle was inspected and no issues found. Driving truck home didnt feel right had it reinspected the following week by *** **** in ******** AB which found stabilizer bar broken, passenger axle boot torn wide open with no grease, passenger front shock leaking rear camera not functioning and rear left turning indicator not functional. Spoke with sales manager and sales person which sold us truck and they stated no problems just send us the quotes for repair s and they would looks after it. Since sending this quote they will not answer my calls or emails which I also emailed the general manager with no resolve. I will also file complaint with AMVIC about ***** documentation on safety issues from mechanical inspection which ** told we were lucky to have made it home safely

  Customer response

  04/06/2024

  I was asked about when or if I contacted AMVIC yet. I have not yet waiting on Renfrew to respond today as they called yesterday claiming they would look after my issues today. Ive heard nothing yet today. Will call AMVIC tomorrow if not settled today.

  Customer response

  04/06/2024

  We have settled our claim with the manager verbally today hopefully hes keeping his word and sending it our way. 

  Customer response

  24/06/2024

  We wish to drop complaint we have settled with Renfrew and are happy 

• Initial Complaint

  20/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Renfrew Chrysler Inc. never told me what I was actually paying for my new Jeep Compass. They concealed the enclosed document until after I had repeatedly asked what the vehicle asking price was. They said they had to manipulate the numbers because I was also trading in * good vehicles and the mathematical formula the bank was using wod not allow them to give me the appropiate money for my tradeins. I did not know, OR SIGN, the enclosed document and did not find out what I had actually lined from the ********** until after I had gotten home from the dealership with the Compass.

  

  Business response

  23/02/2024

  After looking into this ******* and ****** , the finance manager were able to work everything out. ******* is extremely happy if he has not closed his complaint already. It should be coming any minute now, but everything got rectified sometime around Wednesday I believe this week so that would be February **, but ******* is extremely happy and everythings been resolved 

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new vehicle (2023 **** *********) from Renfrew on August ***, 2023. When I picked up the vehicle I went over it and found that:The fuel gauge did not read correctly The rear tailgate electric lock did not work (manually opening with a key did)The salesman at the time said he would contact me within a week to schedule correction of these deficiencies under warranty. I heard nothing, but had to call back to be told that parts were on order.I took the vehicle in to the service department in early October to attempt to have the deficiencies corrected under warranty again. The technicians confirmed the problems and again said parts would need to be ordered.I have sent several followup emails but have received no reply. My vehicle was purchased in good faith that Renfrew would honour their warranty on new vehicles, but I have come to believe they are ignoring these requests to save their technician time. What are my recourses?

  

  Business response

  12/01/2024

  Good morning!

  i meet with *** this morning and he is very happy i am trading him out of the **** as there is still parts coming as there is no ETA so all i can do is trade him out if hes not happy with the jeep so thats what i have done for him.

  e is happy 

   

   

  Customer response

  13/01/2024

   
  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

  18/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have repeatedly asked this business to remove me from their call list and they still call my number. I can't block their number because the calls come from individual salespeople on their personal phones. I have talked to the manager of the business and asked them to take me out of their directory and he assured me he would however as recently as last night I received a call from one of their salespeople.

  Customer response

  06/11/2023

  I have received yet another unwanted message from this business. I cannot get them to stop contacting me. I can't even block their number because they use different numbers all the time. This is nothing short of harassment after I have already requested numerous times for them to stop contacting me.

  

  Business response

  07/11/2023

  All customer information has been removed from sales and service side. 

  Customer response

  09/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I am not happy that the business is not being penalized, but I believe that this resolution is the best I can hope for.
  
  Sincerely,
  
  *********************

• Initial Complaint

  28/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I factory ordered a Ram *************************************************** December 2021. I was initially going to order from a ********** dealership. The sales manager talked me into buying it from Renfrew as they are the largest dealer in ******* and they can get me the van much faster. I agreed and they told me my van was on order. I called the dealership to verify after about a month later as I expected emails updating me as I have seen before when I factory ordered from Chrysler. They assured me the van I ordered was being processed and they will notify me when my van was built.About 2 weeks ago the salesperson called saying they have good news. He told me my van was ready to transport and should be here between one to two months. He told he would like to get the financing done now to get it out the way.After a back and forth they finally sent me a sales agreement and he warned me at that time they added $4795.00 as a limited availability charge. This was on top of the increased cost of the Van (due to delay) being a 2023 instead of the 2022. I told them that this was my factory order, and I was the one taking the market risk ordering with **** months wait. I realized that they now could sell this van for a higher price due to a shortage and I risked losing the van if I did not pay the $4995.00.A finance person called and told me because they could sell this van easily to someone else that they are picking the financing rate and term that I had to finance the van at. I told them I have never in all the years of buying dozens of new vehicles been told such a thing. Still, I felt I had a choice between following these orders or risk losing the van I factory ordered.I don't know if or when the ********* will end if I continue to comply with this dealership!Non of this was discussed at the time I gave them my order and now after 8 months (so far) I am beaing taking advantage of as they know I have little to no recorse.

  

  Business response

  11/10/2022

  Good morning and thank you for the email. I have pulled the file on the pro master and this customer was at the dealership the end of December 2021 when he purchased a jeep wrangler, at roughly the same time we had placed an order under his name on a 2022 pro master cargo van, the customer wanted to finance it, and with no clue on when this vehicle would show up no credit application was taken to get an approval in place nor was there a deposit placed on the vehicle that was ordered.  The manufacturer switched the order for a 2022 into a 2023, no numbers were drawn up or an approval was in place or any deposit was done on the vehicle were speaking about. We had no idea what model year the vehicle would be and what the price would be on the next model year if it switched to a 2023 and if the customer we order it for did not want it, normally, that would be a big issue because we would now had to floor plan the vehicle. In this case these are extremely desirable vehicles so if ***** doesnt not want it thats not a problem because these cargo vans sell for about $20-$30,000 more than what MSRP is and he is fully aware of that, All of these vans have a limited availability Charge to them because I will probably see less than 3 all year let alone how little other stores will see this year. the lowest rate available OAC is ****% and we had almost got a full approval at *% or just just over.   the von #******** is the same from the 2022 to the 2023 so you can see its the same van. please touch base if you have anyquestions as i cant put to much in here as it onl;y lets you put so mmany words.   thank you **************

  Customer response

  12/10/2022

  Complaint: ********
  
  I am rejecting this response because: I asked if the Promaster was ordered in my name and if a deposit could be made at the time, I placed the order for the van. I was told it was in my name and a deposit was not necessary. This of course was obviosly done on purpose as it gave you the ability to take advantage if the market favored you as it does now.

  This is a dirty, sneaky business tactic you pulled and driven by greed alone. Yes the van can be sold for way more as you said. That fact is why you are now taking advantage and why this complaint is being made. Nobody should do business with a dealership like Renfrew Chrysler!Buyers beware of this dealership!

  I have since bought and recieved another Promaster van very similarly equipped with only 700kms on it from another dealership in ******* with no complaints whatsoever with how the process went. The problem is with this dealership putting profit above all else!
  

  Sincerely,
  
  *****************************

  

  Business response

  13/10/2022

  Thank you for the email and it is not normal to not take a deposit on any order, I'll be asking the salesperson and manager why no money was taken, I would only be guessing it's for the time it takes to have a Pro master come in but that's just a guess.

  I'm happy to hear ***** was able to find what he was looking for and if i can help in any way please do not hesitate to contact me.

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

• Initial Complaint

  26/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Went down 2 weeks ago to buy a new truck. After an extremely pressured experience they litterally ***** from me. I put a down-payment on the truck with the stupilation of my trade in price. They agreed in person but when I got the bill of sale there was $3100 missing from the trade. I initially tried to calmly ask them to correct it. They became aggressive and said I was in the wrong. I could not have been more clear in my trade requirement. If they could not meet it the deal could not proceed. Now they refuse to return my down-payment. I have been ****** from. I cannot express how poorly they have dealt with this. Waited 2 days for the finance manager to contact me and no surprise he did not.

  

  Business response

  29/08/2022

  HI THERE !!!! THIS FILE SHOULD BE ALL CLOSED UP, THE CUSTOEMR IS HAPPY AND RENFREW HAS TAKEN CARE OF EVERYTHING. HE WILL BE SENDING YOU SOMETHING AS WELL SAYING HE IS HAPPY WITH RENFREW.

  IF YOU NEED ANYMORE HELP FROM MYSELF, PLEASE DO NOT HESITATE TO REACH OUT OT ME AT ***********************************  OR ************

  THANK YOU FOR YOUR TIME !

  ************** 

  Customer response

  30/08/2022

  
  Complaint: ********
  
  I am rejecting this response because: absolutely nothing was offered. They didnt even reaxh out to me. They say my money is in an account for a future purchase. That is not a refund. The "NON REFUNDABLE" deposit was void the moment they changed the original deal. The dealership does not have the right to assign any value to my vehicle without negotiating and approval by me. I was clear in my price for trade in and that was non negotiable. They played with the numbers in their favor after we agreed on a trade in price. They are playing games with the BBB by claiming I am happy and some sort of accommodation was reached just like they play games with their customers money. 
  
  Sincerely,
  
  *************************

  

  Business response

  01/09/2022

  ***** originally reached out to one of my sales associates regarding a heavy duty truck that was advertised ******, after a brief conversation online the customer came down to the store with his trade he was getting financing set up through ******** leasing so it was going to be a cash deal on a extremely rare truck. The evening we appraise the vehicle ***** told myself as well as the sales associate what his buy it was of ****** we did the deal up which you will see in the ******** photo very clearly showing what the price was of the truck what the trade was worth as well as paying out his lien of ****** and the total amount that he would have to bring a check for or **********. He wanted to confirm a few things with ******** leasing before he move forward he called myself the next morning before or around 9 AM and he offered ******* ***** after a brief discussion with myself the deal was agreed-upon to be finalized at ******* all in. The following day ***** came in and signed a nonrefundable deposit because of the rarity of this truck, which you will see in the ******** photo.  ***** put a deposit of $1200 down on the truck August 11 to hold the vehicle in at the same time we were receiving multiple offers on this vehicle, at that time we let ***** know the only way we can hold this vehicle was with a non-refundable deposit which he agreed upon and signed August 16 so we held the vehicle for 6 days while receiving offers. The following week August 23 ***** had an issue with the deal and we have already turned every offer and buyer we had away. We have let ***** know the money is sitting in his customer profile and its good to be used at Renfrew Chrysler whenever he wants in any of the departments parts service detail or sales regardless of the time or date. If you have any questions please do not hesitate to reach out to me directly by email or by phone at ************

  Thank you;

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

  Customer response

  02/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:while most of this is true he conveniently left out the agreed price of 65k plus gst. Yes the buyout was obviously going to be paid. You keep glossing over the fact that you changed the agreed upon price for trade in and tried to sneakily ***** my equity. Your excuses are unbelievable. You tried to say the BBB complaint was dealt with before even talking to me. This shows the level of deceit renfrew will use. ***** and by extension renfrew would rather ***** a deposit than own up to what is either a mistake or a bunch of lies. Predatory would ve the word I would use to describe the sales and finance team. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought my car into Renfrew Chrysler on June 27, 2022 because the engine light had come on, on the dash. I was told the car needed other work and the final **** was $1,688.34. When I showed the **** to my dad, he was shocked to see that the front and rear brake rotors had been changed. The front rotors were changed because, as is stated on the invoice: "inside edge of rotors rusting" and "rear rotors STARTING to pitt and corrode on contact surface". Rusting of inside edge of rotors is normal in our ******* environment and not an issue and rear rotors STARTING to pitt does not necessitate replacing them. My dad was shocked that my rotors had been replaced, so he checked with his mechanic who looks after his 12 cars, and he confirmed that changing the rotors was completely unnecessary, and would normally only be done when the brake pads are replaced. The current brake pads are 8mm at the front and 6mm in the rear. My dad called the service manager ******************* the next morning and asked him why I wasn't offered to receive the old rotors back as is required by ***** (**************************************) either when I dropped off the car, or when ***** called me at 11:55am. ******************* said he wasn't aware of the ***** rule, and that he would look for the rotors and call him back. ******************* never called my dad back, even though my dad left him 6 messages. I want a refund for the replacement of my front and rear rotors. * **** ********* **** *** ********** ** ********** **** ***** *********** *** * **** * **** **** *** ** ** ***** ** *********** ******* *** *** *****

  

  Business response

  25/07/2022

  Customers has been addressed several times and they even brought the vehicle back in and we readdressed the situation with BOTH the customer and her Dad.
  The fact that the customer approved ALL of the repairs then the next day her Dad called in to dispute the repairs based on the fact that his Mechanic claims they were unnecessary, Despite the fact of never seeing the vehicle or the rotors.
  Parts were discarded into the scrap metal bin after the repairs were done  the customer never asked for the parts to be returned only after the fact her Dad requested they be returned.
  We do not owe a refund because of her father or his mechanics opinion of the repair, The actual customer authorized the repairs.

  Customer response

  01/08/2022

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

  Their first sentence is false. To repeat myself, the Service Manager ******************* never called my dad back, even after promising to do so and my dad leaving him 6 messages. To add insult to injury, I brought the car in the first time ONLY to have the engine check light issue fixed. After receiving a $1,688.34 **** for other work, it turned out the engine light issue had not been fixed. That is why I had to return my car the next week and have the engine light issue fixed and received another **** for $156.

  There is no response to my original statement that Renfrew Chrysler never offered to save the old parts as is required by *****, The ******* ********************** their governing body, they broke this rule that they are supposed to live by. Had they done this we would now have parts evidence in front of us. Regardless, any vehicle that has spent part of a winter in ******* with all the salt and pickle on our roads, will have the inside edge of rotors rusting and rotors START to pit and corrode on contact surface, and this is no reason to replace them, especially when not performing a brake job.

  To say that, since I approved the repairs, a ** year old that knows nothing about car repairs, does not make the repairs necessary.

  I am only asking for a full refund for the rotor replacement on my car.

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

*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. ↩