ComplaintsforVancouver Auto Credit Ltd.

• Initial Complaint

  09/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I began communicating with someone named ***** from Vancouver Auto credit in January of this year. January 30th, he sent me pictures of a 2018 **** Eco sport. We spent days negotiating the deal and the vehicle was delivered January 31. Just a month later or so, there was warning message in my dash. When I reached out, ***** said he no longer works there. I found this to be very suspect! When I reached out to the company, a woman named **** began to communicate with me via text and a occasional phone call. She wanted proof when I told ***** about the issues and it was in fact within the warranty. In June, it was slated to be looked at for a diagnostic check. When it was brought into the **** dealership, he was handed a Safety recall letter for engine pump tensioner and or engine oil pump drive belt could fail and cause a loss of engine oil pressure. Safety risk is a sudden loss of power to the wheels could increase the risk of a crash!Now whenever I call Vancouver Auto credit, only one person answers the phone and tells me that there is NO manager available! This happens EVERY time that I call and no one calls me back! Now it will be months before my suv is repaired!

  

  Business response

  18/08/2024

  To whom it may concern,

  We have been trying to work with the consumer in regards to the vehicle concerns and have been in communication. Please clarify what exactly the concerns are as we have been in progress and up to date.

  Thank you.

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The car was delivered to me in March of 2024 with there being no coolant at all in the reservoir. Since then I'm constantly having to fill the coolant up and i have had the suv overheated on me a few times. I contacted the sales person who I had been dealing with and was told that's normal which I know it isn't. Then they ignored me for months until I started texting other salesmen there. Once I talked to someone they had told I was booked in for a diagnosis on the issues. I showed up to caribo Chevrolet dealership where I was informed they couldn't work on my suv due to it being a hyundia and the service manager had tried multiple times to contact Vancouver auto credit to let them know that and Vancouver auto credit never got back to them. I have also had starting issues with the car some times it will sit there and turn over for minutes before finally starting

  

  Business response

  15/08/2024

  I wanted to provide an update on the situation with ***************************** vehicle regarding the coolant issue.
  
  We previously scheduled a service appointment to address this concern; however, ************************* did not attend the appointment, and we haven't heard back regarding rescheduling. We understand that unforeseen circumstances can occur, and we are more than willing to assist in resolving this issue.
  
  Could you please reach out to ************************* and have them provide us with a convenient time to reschedule their service appointment? Our goal remains to ensure their vehicle is running smoothly, and we're committed to resolving this matter as quickly as possible.
  
  Please let us know how youd like to proceed.

• Initial Complaint

  31/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Seeking help got told that they would clear other car loan never did leaving me responsible for 2 auto loans i can't afford

  

  Business response

  01/08/2024

  To whom it may concern,

  
  We have been engaged with the client and have explained we are unable to assist due to fact that the client sold his vehicle privately prior to receiving the new vehicle.

  Regards,

  *****

  Customer response

  08/08/2024

   
  Complaint: 22066953
  
  I am rejecting this response because

  *********************** told me that my previous loan would be cleared so now I'm held responsible for 2 loans which I did not want plz come get ur car
  
  Sincerely,
  
  ********************************************

  

  Business response

  08/08/2024

  Dear consumer,

  Your statement to us was very clear -- you sold the vehicle privately prior to receiving the new vehicle and did not use the funds received to pay out the lien on the vehicle. A lien on a vehicle if funds received in your case was received kept for your personal use does not suffice in any way shape or form.

  *****

  Customer response

  09/08/2024

   
  Complaint: 22066953
  
  I am rejecting this response because:

  ***** told me and assured me I wouldn't have to worry about the other loan and that he would include it with this loan and I even stated several times this deal would not work if I had to pay both loans he told me that would not happen yet here we r so I see my only choices r either u guys buy back this car or I can seek legal action
  
  Sincerely,
  
  ********************************************

  

  Business response

  09/08/2024

  Hello *******,

  You had clearly stated to us that you had decided to sell the vehicle privately in which you would have received funds but chose not to pay out the lien, please advise on why the funds did not go towards towards the loan.

  Thank you.

  Customer response

  09/08/2024

   
  Complaint: 22066953
  
  I am rejecting this response because:

  The funds did go to the vehicle and the bank agreed to a lien release as I stated to ************ was pay 400 a month and when I set up this deal with ur company I informed ***** of all of this and specifically stated that the other loan needed to be payed off or the deal for the car would not be one that would I could manage he told me that it would be taken care of its very clear to me he lied just to make a sale and this type of conduct of business should not be allowed
  
  Sincerely,
  
  ********************************************

  

  Business response

  12/08/2024

  As requested in our previous conversation none of our documentation reflects that, nor do any conversations between you and any representative to our company. Please once again send us anything that states that sent to you from us in writing.

  Customer response

  13/08/2024

   
  Complaint: 22066953
  
  I am rejecting this response because:
  So I see this is going no where as I've stated *********************** told me this over the phone so I'm just going to take legal action at this point and file a lawsuit 
  Sincerely,
  
  ********************************************

• Initial Complaint

  28/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  New I was a Saskatchewan resident.. insisted I register under Alberta even though I am a resident of ************. They are refusing to pay the pst even though there a text messages stating it will be paid for. It has got a Saskatchewan safety but they were trying to deny paying for it as they said it cost too much. Also have texts saying they will pay for all that needs done. Have no idea how it passed an Alberta safety that happened in their shop because it had no muffler. They are wanting me to lie numerous times to Alberta registries and SGI. The truck was delivered the 20th of June 2024 after a month of being told different things.

  Customer response

  28/06/2024

  Clarification they need to pay for the pst as promised so I can register the vehicle  in the province I live in 

  

  Business response

  11/07/2024

  To whom it may concern,

  We are currently working with the client in regards to their concerns to come to a resolution.

  Thank you.

  Customer response

  12/07/2024

   
  Complaint: 21918389
  
  I am rejecting this response because:
  We have not come close to a clear conclusion or finalizing after many explanations given. Waiting to hear from the manager. 
  Sincerely,
  
  ***********************

• Initial Complaint

  04/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Friday April 26, 2024, the vehicle I purchased from Van **** Credit was delivered with body damage all over the vehicle.I emailed the company and told them about the damage. ******, dir of corp relations asked me to take photos. Then referred me to *****, Dir of Client Serv. Ellsa set up an appt on Thurs May 9th for me to take car to Docs ****body. The adj said the car would need to be repainted/repaired for deep scratches, dents, rust and a poorly repaired rear bumper. He provided an est of $9797.73.The initial doc I received was a presentation - it included the car info, carfax w no damage / no claims on it. It also stated that Vanc **** Credit provides Full reconditioning of every vehicle: vacuum, shampoo interior, wash, soap, wax, tire shine, power polish, PAINT TOUCH UP AND BODY WORK. This EXACT car was listed for sale for $23998 by Kingsway Honda.I asked if the price was neg as my sale price was $37210. She said no, that the price is firmly set by the dealership and that it was the *** value. Not true as you can build a 24 Corolla LE on the Toyota.ca site for $32000 (taxes and fees in). I needed a car and understand that my credit is bad; so I signed the agreement.******* called me on Mon May 13, 2024 and advised she was taking over my file from *****. I was given 2 options - take $500 and drive it until it is time to upgrade it or she will have it polished. She said taking the $ would be better as polishing would not remove the damage and I could go to Canadian Tire and buy some paint. I am very frustrated. Not only with a $13000 markup, but a vehicle that was sold to me with UNDISCLOSED DAMAGE.If it actually had been inspected prior to delivery, items such as rear bumper / damage/rust, squeaking brakes, and broken seat warmer would have been found. The offer of $500 and sign an NDA, is insulting. The way this issue is being handled is unacceptable.

  

  Business response

  07/06/2024

  To whom it may concern,

  We have been communicating with the client on her concerns in regards to the vehicle. As we do not have a set date planned yet we are working with the client to schedule an appointment for next week.

  Thank you.

• Initial Complaint

  28/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The company extended an auto loan. They agreed to pay the remaining amount on a truck loan from a different company and include the buyout amount in my new car loan so I would have one payment. They are charging me for the full amount of the buyout $10,007 but the company they paid said they only received $9739.04. I asked Vancouver Auto for a copy of the check they sent to the buyout and I have been waiting a month and they still havent given me a receipt. I believe they are charging me for the full amount but didnt pay it in full.

  

  Business response

  29/05/2024

  To whom it may concern, 

  We have resolved the issue with the consumer in regards to the trade lien.

  Thank you.

• Initial Complaint

  24/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Recently purchased a 2019 grand caravan from Vancouver auto credit.1. Only one key came with the vehicle. No spare.2. 3 days after delivery a knocking sound started coming from the bottom of the vehicle. 3. I've made several attempts to contact the sales man. Manager. Keep being put through to accounting.I'm told they'll pass the message along. This is week three now. No return call or even an attempt.The vehicle is now parked for safety concerns.Have kids and won't drive them in it. I've tried all the phone numbers but keep being put to accounting. Have been hung up on. Call customer service. Put through to accounting. I'm very very unhappy.

  

  Business response

  29/05/2024

  To whom it may concern,

  We are currently working with *** and have an appointment booked for her vehicle to get a diagnostic completed on Friday, May 31st at 3:30pm.

  Thank you.

• Initial Complaint

  14/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a used 2017 F250 through Vancouver Auto Credit in March 2024. I received the truck on or about April 18 2024. On April 22 2024 I came home from work , I drive a truck commercially so am not home everyday, I started the truck and had a check engine light come on. I then contacted ******* and received a response on April 29 asking if I had been helped. I replied that I had not he then proceeded to give me the phone number and to inform me that he no longer worked there. I have been trying to get a hold of them 2 or 3 times a week since then and getting no response the phone numbers that I Have only go to accounting who then leaves messages to whomever , First ****** then ******. The same day I got the check engine light it was discovered that there is an issue with the low beam headlights not working and the air conditioning not working. At this time I have put on less than 500 km on the vehicle The 0-31 day protection warranty is over due to the lack of response on their end. I was also informed from my insurance provider that the bill is sale was not signed by either them or myself. During the first week of taking possession of this truck I wanted to return it but again no response.

  

  Business response

  23/05/2024

  To whom it may concern,

  We are currently working with the consumer and we have the client booked in for an appointment to get the vehicle diagnosed on May 30th at 8:30am regarding the clients concerns.

  Thank you.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a car through credit with Vancouver Auto Credit in September 2023. The car has always had issues been stranded on side of the road twice. The company ghosted me when I tried to send in my complaints the vehicle has had dash lights come on I had to pay for tow services, 3 sets of tires on the front since I have owned the vehicle and now just paid $400+ for a brake differential fluid and coolant needs replacing and the front left router and hub just needed to be replaced which was $700+ these things are not wear and tear should have been caught in the inspection and safety before selling the vehicle, the alignment doesnt go out that much in that little time unless I am four by fouring which I certainly am not. This is not ok and I have asked for many times to replace this vehicle with another more reliable car. I paid way too much for this vehicle which clearly is a lemon.

  

  Business response

  14/03/2024

  The client purchased the vehicle on Sept. 8th 2023, now, 6 MONTHS LATER she has some repair and maintenance items that have occurred and asking us the dealer to pay for her repairs. Regular maintenance and costs 6 months post purchase are the clients and purchasers responsibility. The client was offered a 60 day Protection Policy Program which she opted into and signed/accepted (attached). It clearly outlines that any repairs after 60 days are the clients responsibility. She signed this AND a legal release (also attached and signed) that she would not come after for us for any types of repairs outside this 60 days or 5000km timeframes (whichever comes first). We also attached the clients copy of their after market warranty. We encourage her to contact them to see if any of the items are covered by her warranty protection with the provider. 

  We trust this closes this BBB in good standing. 

  Thank you. 

  Customer response

  14/03/2024

   
  Complaint: 21384250
  
  I am rejecting this response because: these issues with the car should have been caught by their inspection the amount the wheel alignment was out is not wear and tear over 6 months this was an issue when I got the car hence why I burned threw tires within months of owning the car I addressed issues on not even owning the car 24 hours yet and they refused to help me and then everytime I had issues I messaged and called immediately and Vancouver Auto credit refused to help me this car should have NEVER been sold in this condition I have all correspondence with them they purposely led me on and forced me to keep the vehicle they knew I needed the vehicle and had no choice but to drive it and took total advantage of me in my vulnerable state I have asked from day one to exchange the car it needed work and they ghosted me or refused now I have put thousands of dollars into the car they won't even meet me halfway with the repairs they should have done prior to selling the vehicle and/or exchange it like their POLICY allowed and refused to do that right away for me at all. These repairs are not due to me and should have been fixed prior to selling this vehicle and I think they should be held accountable for selling an unsafe car there mechanic should have done an alignment when switching the tires the basics of this car were not done and needed to go back to the shop immediately.

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

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a 2017 Dodge 1500 4x4 from Vancouver auto sales on the 18th of December 2023. On the 5th of February 2024 the transmission developed a problem. I reached out to *************************** through email and a phone call but no response since. Then I tried driveline auto and got no response. Since then I have left messages with this company and thier associates. No response. The truck was in the shop for 20 days and the day I payed the bill ,February 28th 2024 I got an email requesting that I call so on the 29th of February I called and was told someone would call me back. No response. I also called on March 1st, was told someone would call me back. No response since. I have documentation if needed to move forward.

  

  Business response

  14/03/2024

  The client purchased a used vehicle. The vehicle was inspected at the time of purchase and had a good clean bill of health. There was 108,728KM'S on the vehicle at the time  of purchase and the client put on 6536km's since purchase (115,264km's at time of complaint) and had his transmission require replacement at this time (almost 2 months post purchase).

  Attached is the following:

  - Bill of sale showing ******* km's at time of purchase on Dec 18th 2023. 

  - A copy of the clean bill of health on the vehicle. Passed inspection. Dated Dec 18th 2023. 

  - A copy of the Protection Policy stating that there is no dealer coverage after 5001+ km's or more. He signed agreeing to this both the policy and a Client SIGNED LEGAL RELEASE agreeing that he will not ask the dealer for any repairs or cost reimbursement after these mileage restrictions were passed (both attached). 

  - A copy of the client after market warranty. 

   

  The client purchased a used vehicle in good health and 2 months and almost 7,000km's later it required a transmission. As per the legal release and signed protection policy the client agrees that the dealer has no costs nor can the client seek any reimbursements from us. We trust this closes the matter with the BBB in good standing. We offered up to 5000km's of coverage and the client had no issues during this mileage timeframe. 

  Customer response

  14/03/2024

   
  Complaint: 21375909
  
  I am rejecting this response because:This is a joke . I bought this truck in good faith and this company is using my bad luck against me. No response to my inquiries for 20 days . Now telling me that I am over the alotted mileage is just ridiculous. I will never recommend this company,  if I could get on the news I would spread the word that this company is sketchy and not helping anyone but themselves. I'm a nobody but I bet if it happened to them it would be a different story. Again the old get screwed so the new can survive. No one wants to help they just want your money. So dissatisfied, so disappointed, so tired of getting the run around. Big company's s******* the old and poor. Same old story. Thanks for listening but at the end of the day I feel I got screwed. And I'd like to know why on my bank statement it says vehicle rent not vehicle payment, if it's rent can I give the truck back . If it's payments it should say payments not rent
  
  Sincerely,
  
  ***************************

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