Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:17/10/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a used vehicle from Canadadrives in June of 2023. Almost immediately after delivery the car started having issues which we were told thats what a warranty is for. We decided to spend money to fix everything that was going wrong as conveniently the issues we were having were not covered under warranty. Fast forward to October 2023, we called the ********** dealership to book in for an inspection as the car is still showing signs of issue and we wanted them diagnosed. The dealership told us that there was a recall on the car from 2021 and to bring it in immediately as it is a major safety hazard. I called our Canadadrives salesman and he basically stated that repairs will be free and it should have stated recall on the ******. We did not receive the ****** until the car was delivered right to our door and we missed the recall on the ******. Canadadrives should NOT have sold a vehicle with a recall that has not been remedied! This is a bad faith sale selling a vehicle that is a total safety hazard and not disclosing this recall to us or discussing the ****** shows theyll do anything for a sale. No doubt the problems we have been experiencing stem from this recall and we will get this in writing from the ********** dealership. Not only do we have to take time off work and lose money to drive almost two hours to the dealership to get it fixed, this recall should have been disclosed to us and this vehicle should never have been sold to us if there was a chance that it could burst into flames as the recall states being one of the MANY hazards of this recall. We are not impressed and this has been the worst experience purchasing a vehicle we have ever had. Plus when we received the car it was absolutely filthy and the back seat was covered in dog hair and they state that they do a full detail prior to delivery, ya right! ************ *** ******** ********.

• Initial Complaint

  Date:18/09/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold my car to Canada Drives on August 9th, 2023. They said my existing loan would be paid off within a few of business days and the remainder would be sent to me by ***. I received the *** a couple of days later as stated but loan has not been paid off as of September 16, 2023. I have called Canada Drives multiple times to no avail and have spoken to the person I was dealing with when selling the car only in email several times - in which he said he was looking into it, apologized to me, and sent me a picture of a cheque dated August 18th showing payment but the place my loan is with has still has not received. I called Canada Drives on September 15th to speak to said person - he was in a meeting and I was promised I would receive a call back which I did not receive. There now has been four payments taken out of my account for a car I no longer have and trying to get this rectified has been a nightmare. I chose Canada Drives because I liked the fast and convenient method and way of payment and it has proved me so wrong. Please help me get this sorted out.

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the above-mentioned vehicle on February 20, 2023, from Canadadrives, Dealer #*******, located at 55 Auction Ln, Brampton, ON L6T 5P4 at a cost of $48,714.63. On February 24, 2023, when I picked up the vehicle, and we were doing our walk-around with Mussa O***, Registration #*******, it was noted that the trunk was not latching properly and seemed to be off center. Mussa O*** took a video of the issue with the trunk and said that he would document it. My case is somewhat unique as I lived in the Ottawa Ontario region and was headed to Toronto as I was going on a 7-day vacation leaving on Saturday February 25, 2023. I expressed these concerns to Mussa and he assured me that upon my return, because he documented it, would be able to be addressed. Upon my return, I reached out to Canadadrives and followed up with the trunk issue. They advised me that they would send me a video on how to fix the issue. They sent me a video of how to change the timing/height adjustment of the trunk, was not the issue and preceeded to tell me that they are not responsible for the trunk and advised me to reach out to the extended warranty that I purchased from them for $4000 to be told the warranty does not cover what is required to fix my vehicle. You could imagine my frustration with my dealings with Canadadrives. I am completely dissatisfied with the customer service that I have received and know that it is my right to purchase a vehicle that had no underlying deficiencies. There was an issue, with a video, from the day I picked it up. I am not sure how much more proof you would need. My ask is that you refund me the amount it cost me to fix my vehicle which was a total of $1741.68 USD.

• Initial Complaint

  Date:17/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I bought a vehicle from them in September 2022 and since then my hose for my washer fluid has broken (more recent and not my issue here) but my air isn't working, blowing only hot air, while being stuck on the windshield. Canada drives had me wait an extra 3 weeks for the air system to be "fixed" before they could deliver the vehicle. But fast forward about 3 months and our air is stuck and only some of the buttons don't work. Canada drives told me to contact the warranty because they couldn't help me at all. Their 7 DAY return policy is rediculous, nothing goes wrong in 7 days. Now onto global warranty. They tell me to find a mechanic on my own, so I do and I do spend 6 hours in total now to still not have my vehicle repaired. I need a dealership but my warranty doesn't deal with dealerships so what am I supposed to do now? I'm stuck with no air conditioning in +30c weather with twi young kids 6 years and one 8 months.

• Initial Complaint

  Date:16/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started the process of selling my wife's car to Canada Drives. I fully disclosed everything they asked. Canada Drives offered me $18,853.00 for my car and I accepted the offer. After some back and forth with ***, Canada Drives recanted their offer without any reason other than they're not looking for that car at this time. We had a deal. They made an offer and my wife and I accepted it. They shou have to honour their offer.

  Business Response

  Date: 24/03/2023

  Hi *****,
  
  Thank you for bringing your concerns to us, we are sorry to hear your experience was anything less than positive. We looked into your application and concerns with our purchasing team and reviewed the communication we have on file. When you initially applied with us on our website, our online calculator tool valued your vehicle based off of the information you provided. Our offers are valid for 7 days, however, all vehicles are manually reviewed for accuracy and the value is subject to change. Unfortunately, when our team manually reviewed the offer, your offer was withdrawn as your vehicle did not meet the requirements of our inventory. The instant quote generated in our pricing engine is based on current market data and many factors such as location, Blackbook value, condition, market, demand, and the assumption that the information you have provided about your vehicle is correct. However, all offers are manually reviewed before a bill of sale is completed to ensure the vehicle meets the requirements of our inventory. We apologize for any inconvenience this may have caused you.
  
  If you have any additional questions or concerns please feel free to reach out to us directly. 
  
  Thank you,
  Ammera - Customer Experience Manager
  **************************************************

  Customer Answer

  Date: 24/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: even after *** said it wasn't a vehicle they were looking for, I still received emails from Canada Drives encouraging me to sell my car to them. It was very disheartening. I was truthful with everything relating to my car. If it wasn't a vehicle Canada Drives was looking for then why did they even make me an offer in the first place? That is very misleading and dishonest practices.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/04/2023

  Hi *****,

  Thank you for your response. We apologize for the glitch with our email system, this concern has been brought to our email marketing team so we can look into this issue further. When you initially applied with us on our website, our online calculator tool valued your vehicle based off of the information you provided, this tool calculates the value of your vehicle based on multiple data points however it does not take into account the inventory requirements, as they change daily. This is why all offers are manually reviewed by our team before an offer is finalized. When our team manually reviewed the offer, your offer was withdrawn as your vehicle did not meet the requirements of our inventory. Our purchasing team works hard to manually review applications efficiently so we can assess and finalize offers as quickly as possible. In some cases, we require additional information before an offer can be finalized or withdrawn. We apologize for any inconvenience this may have caused you.

  If you have any additional questions or concerns please feel free to reach out to us directly.

  Thank you,
  Ammera - Customer Experience Manager
  **************************************************

• Initial Complaint

  Date:16/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The vehicle estimate for their trade in systemis not accurate whatsoever.. it asks for all the information, the **** accidents, vehicle damages, tires, pretty much everything, I was completely honest and they quoted me over 19,000$ for my trade-ingreat! I picked my vehicle that I wanted to trade for, and they requested the same things I had told them in the estimate I had got plus I sent picturesthey re-assessed my vehicle value at 14,700$really? Also, the day of my delivery and pick-up of my trade-in, the vehicle I was trading in, that morning It was -42 with the windchillI, I had to roll down the passenger window and the window mechanism stopped working, the window would not roll up anymoreI called them right away and told them about the issue, they said they needed a video of the issue to assess the damage, I sent them the video, they told me to cover the damages I needed to either pay 565$ for the repair that day or have the amount rolled into my new loanare *** ******* **? I called them right away to do the right thing by letting them know about the damage, thinking they would still honour the original trade-in value of the vehicle we had agreed to on papernope, they wanted more money. They also threatened to delay the vehicle delivery if I refused to paysince their driver was close to my location already, they let me do the trade with the new contract and let me get the carOverall, i did not receive a good customer experience with this company, I also needed to talk to somebody new every time I called, texted or emailed with made the process even harder.

  Business Response

  Date: 25/02/2023

  Hi ******, 
  
  Thank you for bringing your concerns to us, we are sorry to hear your experience was anything less than positive. We looked into your application and concerns with our customer service and appraisal teams and reviewed the communication we have on file. When you initially applied for a trade-in quote with us, you indicated the make and model of your vehicle was a 2016 ***** **** with a 5.7L Hemi. Your vehicle's initial quote was appraised based on this information as well as the questionnaire you completed online outlining the condition of your vehicle. When our team manually reviewed your offer for accuracy, we realized the trim and engine size were inputted incorrectly which then returned an inaccurate offer for your vehicle. Our team was able to correct this mistake and reappraised your 2016 ***** **** with a 3.6L engine again. The value was reappraised lower, due to the trim and engine size in your trade-in. Additionally, your vehicle had damages present to both the interior and exterior which required additional information and photos of the damages, so we could accurately evaluate the cost for repairs. The additional damages on your trade-in vehicle included rust and damage on the tailgate, rust and damage on the front and rear bumpers, and damage to the front driver's seat. The damage information collected from you was sent to our reconditioning team for quotes to repair the areas, and your offer was adjusted to $14,700 after our team was able to properly appraise the vehicle and its condition. 
  
  On the day of your delivery, you alerted us that the passenger-side window in your pick-up stopped working and you were unable to get it operational again. With this additional information, we were able to get a repair quote to fix the window which was quoted at $565. As the original offer did not take the window repair into account, this amount was deducted from the $14,700 offer we provided, as a repair was required in order to get the window operational again. Our team works diligently to accurately price and value customer trade-in *********************. The value we provide on our online calculator is based on many factors such as location, Blackbook value, condition, market, demand, and the assumption that the information you have provided about your vehicle is correct. Our offers are valid for 7 days, however, all vehicles are manually reviewed for accuracy and the value is subject to change. We apologize for any inconvenience this may have caused you. If you have any additional questions or concerns please feel free to reach out to us directly. 
  
  Thank you,
  Ammera - Customer Experience Manager
  **************************************************

  Customer Answer

  Date: 05/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: As for the window damage, it seems unethical to me that the company would charge me for something that happened that considering the weather that morning and the timing of the event, was out of my control. I could have made the bugs a lot harder by trying to hide the damage but I didnt

   

  As for the estimate I got on your site, it specifically asks if there is any exterior and interior damages on the vehicle and I was honest about the damages..There was no option for my engine size and the appraisal still dropped another 5000$

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

  Business Response

  Date: 15/03/2023

  Hi ******,
  
  Thank you for your response. We understand the window issue only appeared on the day of your delivery, however, a repair was required to get the window operational again as the mechanics inside the window were not working. Unfortunately due to the window being non-operational, your vehicle amount was adjusted with this repair in mind. We appreciate you bringing the concerns to us about the window condition before your delivery so our team could revise your offer before our team met with you. Your vehicle was initially appraised with all the windows being in operational condition, as the passenger side window was non-operational on your vehicle on the day of your delivery, this affected the value of your vehicle. We understand your frustration on this matter. Our team worked diligently to provide an accurate estimate for the repair and this amount was taken off your offer, as this new damage did affect the overall value of your vehicle.
  
  The value we provide on our online calculator is based on many factors such as location, Blackbook value, condition, market, demand, and the assumption that the information you have provided about your vehicle is correct. All vehicles are manually reviewed for accuracy and the value is subject to change.  Unfortunately, the engine size inputted was incorrect in your initial appraisal given on our website, which ultimately lead to an inaccurate offer being given by our online calculator. When our team manually reviewed your offer, we reappraised your vehicle with the correct engine size and were able to accurately adjust the value of your vehicle. Additionally, all interior and exterior damages were reviewed by our team and we requested estimates and quotes from our reconditioning team to ensure the quote we provided was accurate. After we manually reviewed your offer it was adjusted based on the damages and repair quotes our team gathered, and the overall offer was revised to accommodate the repairs, the corrected engine size of your vehicle, and the overall condition.
  
  We would like to apologize for any inconvenience this may have caused you and we appreciate you bringing your concerns to us. The final value we offered you was manually reviewed by our team and management to ensure accuracy. The offer was calculated based on the information we collected about the damage to the window, year, make, model, engine size, and interior/exterior damages. If you have any additional questions, please feel free to reach out to us. 
  
  Thank you,
  Ammera - Customer Experience Manager
  **************************************************

• Initial Complaint

  Date:01/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 2nd 2023 I picked up my 2016 **** ** from Canada drives in Brampton. I had a good experience with the company up until I got home and opened up the hood. After this it was down the rabbit hole. This vehicle was completely misrepresented by the inspection or possibly not inspected at all, just detailed and car washed. I opened the hood. Coolant level was below minimum. Red flag 1. Engine compartment was filthy. Red flag 2. I figured I would change the oil and filter because if they didn’t even top up the coolant than why would they even bother changing the oil. I go to take off the belly pan. Half of the fasteners are missing and the belly pan basically fell off after taking only 2 screws out. (That could harm somebody if it flew off on the highway). Red flag 3. The belly pan is full of oil. Red flag 4. The oil pan bolt is leaking oil. I take out the old oil and it is a very sludgey and viscous consistency. Red flag 5. There is oil coming from other parts of the top of the engine. Red flag 6. I go to wash the wheels on the car, one of the tires has a large loonie sized chunk missing out of the sidewall. Red flag 7. The brakes squeal like no car I have ever driven in my life. Red flag 8. There is valve noise coming from the engine. Red flag 9. I got the spark plugs changed and the engine valve cover gasket is found to be leaking oil. RED FLAG 11. This is thousands of dollars to repair-7 different gaskets need to be replaced when doing a valve cover on an ** and even the intake manifold has to be removed. They should offer me to exchange this vehicle once the condition is confirmed by the partner shop. It’s within the 30 day warranty time frame and there is a lot of things wrong that were not disclosed. I don’t want it fixed. I want a car that is reflective of the inspection report. I hope they will make this right. I have contacted them and they are going to have it looked at by the shop that originally inspected it.

  Business Response

  Date: 10/02/2023

  Hi *******, 
  
  Thank you for bringing your concerns to us, we are sorry to hear your experience was anything less than positive. We looked into your application and concerns with our customer relations team and reviewed the communication we have on file. When you initially brought up your concerns with our customer relations team on January 3rd, 2023, our team was quick to respond to your concerns and sent you information for a partnered shop in your area to complete a diagnosis. Any concerns a customer experiences within the 30-day limited warranty window require a diagnosis at one of our partnered shops so we can understand the extent of the issue and the repairs required. 
  
  After a diagnosis was completed, our team reviewed their findings and declined to cover the oil change on your vehicle, as an oil change had been completed on your vehicle just prior to your sale. Additionally, ******** **** did not find the vehicle to have an issue with the AC blowing cold air, and no leak was detected by the oil pan of your vehicle or the spark plugs. ******** **** has cleaned the engine area as they need to narrow down where the oil is leaking from should an oil leak exist. At this current moment in time, the oil appears to be sweating which would allow the vehicle to obtain/pass the Ontario Safety Standards Certificate. ******** **** has requested the vehicle be driven for 5-10 days and a follow-up appointment made so they are able to determine where the leak is from.
  
  We at Canada Drives are committed to investigating the outlying concerns of your vehicle, we are currently waiting for the follow-up appointment with ******** **** so they can determine the extent of the leak, if a leak should exist. We apologize for any inconvenience this may have caused you and we are committed to investigating your concerns to ensure your vehicle does not have any safety or drivability concerns. 
  
  If you have any additional questions or concerns, please feel free to reach out to us directly and we would be happy to assist you. 
  
  Thank you,
  Ammera - Customer Experience Manager
  [email protected]

• Initial Complaint

  Date:25/01/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contacted by Canada drives and offered a price to purchase my car Then an employee of Canada drive emailed me asking question about my car and said we will go ahead and send you confirmation of the price by end of day. Second day excuses started We cant take a car that has been smoked inside (not mentioned in their website)We can offer you a lesser price because of smoking - never offered a new price We will come back to you asap as we are waiting for managers approval for the pricing for your car Did not reply to any of my messages or calls (call gets forwarded directly to voicemail and says we will contact you in 3 days)Nobody contacted me for more than a week and now Im given the option to put it on sale online and check what price Im getting for them to re calculate and offer me a new price.

  Business Response

  Date: 02/02/2023

  Hi *******,
  
  Thank you for bringing your concerns to us, we are sorry to hear your experience was anything less than positive. We looked into your application and concerns with our purchasing team and reviewed the communication we have on file. We apologize for any delays you may have experienced with our purchasing team. Unfortunately, our purchasing team was not able to assess the extent of the smoke smell on the interior of your vehicle initially, so our offer was withdrawn unless our team was able to accurately assess the extent of the smoke. At this time, our team offered to get a wholesale price for your vehicle which required us to reach out to another team for an offer, however, you ultimately declined to move forward as the wholesale offer was lower than you wanted to receive.  
  
  You recently spoke with one of our purchasing managers about your concerns, the purchasing manager was able to give you an alternative option to possibly finalize an offer with us, however, this would require us to assess your vehicle in person before we could move forward with an adjusted offer. If you were interested, we could set up a time for you to bring your vehicle to our location so our detailing and reconditioning team can review and assess the extent of the smoke in your vehicle. If it is passable and able to be cleaned, we may be able to offer an adjusted retail offer. The offer would be dependent on our team assessing the vehicle on-site and our purchasing manager reviewing the retail evaluation again. We understand your frustration in this matter, our team has worked diligently to come up with a  resolution that allows us to properly evaluate your vehicle and smoke damage while giving you an accurate offer.  Our team is happy to set up a time for you to bring your vehicle to our lot for an assessment, please let us know at your earliest convenience if you would like to proceed. We apologize for any inconvenience this may have caused you, and if you have any further questions or concerns please reach out to us directly. 
  
  Thank you,

  Ammera - Customer Experience Manager

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

  Customer Answer

  Date: 03/02/2023

   
  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

  Date:23/01/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an offer to purchase my vehicle for $18,205 on Jan 16/23, which Ive been attempting to accept since that morning, however there has been a glitch with accepting the offer via the email accept offer button. The original offer received was noted to be valid for 7 days from Jan 16/23. I tried called and left a voicemail with the purchasing department, and have also followed up via email the same day. *** had two different contacts respond via email to assist, who have acknowledged my intention to accept the offer, but the last contact received via email was on Tuesday morning (Jan 17/23). I followed up via email and called several times throughout the proceeding week during business hours however have had no response by email, and via phone I either get their voicemail, or request a call back which is never completed by someone in purchasing. *** left another voicemail again 1/21/23 but have not received a response. In the meantime, unfortunately as my understanding was that my offer was accepted via email, I changed my private selling ads to pending sold, and have turned done multiple other sellers who have mentioned interest in the vehicle.

  Business Response

  Date: 31/01/2023

  Hi *******, 
  
  Thank you for bringing your concerns to us, we are sorry to hear your experience was anything less than positive. We looked into your application and concerns with our purchasing team and reviewed the communication we have on file. We apologize for any delays you may have experienced with our purchasing team, we are currently completing a quality assurance review to understand how we can improve our service and communication moving forwards. 
  
  You recently spoke with one of our representatives about the offer for your vehicle, and our team was able to manually review your offer for accuracy and give you an updated value based on the information you provided to us. We are constantly working towards ensuring our pricing engine is as accurate as possible. The value we provide on our online calculator is based on many factors such as location, Blackbook value, condition, market, demand, and the assumption that the information you have provided about your vehicle is correct. Our offers are valid for 7 days, however, all vehicles are manually reviewed for accuracy and the value is subject to change. After you spoke with our representative about your updated offer, you ultimately choose to decline our offer and sell your vehicle privately. 
  
  Again, we would like to apologize for the delays in communication, and rest assured we are currently looking into this matter further. Please feel free to reach out to me or our team directly if you have any further questions or concerns.
  
  Thank you,
  Ammera - Customer Experience Manager
  **************************************************

• Initial Complaint

  Date:19/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BUYER BEWARE - IF YOU ARE PURCHASING A CAR PLEASE TAKE TO YOUR OWN MECHANIC!! MY ADVICE IS CHOOSE A CAR SOMEWHERE ELSE!! Purchased a ** check engine light was on, CD said no problem take it to a shop in your town and we will get it fixed. Drove it home and took it into the shop, it needed a repair to the air intake. CD refused to fix it and refused to give me my old car back. They said the car would go to auction (it is now for sale on their website again) They took the car back, I had to pick another car which I was not happy with and was out of a car for weeks waiting. The new car has a slit in the air bag and didn’t have a backup cam or blue tooth. I took the car to get winter tires on and it was found the rear shock should not have been allowed on the road, they were leaking and needed to be replaced. Also the timing chain was fully deployed (same as the other car we purchased). The car was unsafe to drive. CD refused to take the car back but after arguments did the repairs. At the same time as we bought the ** we also bought a **, the day after getting it home the headlight went out. CD agreed to pay for it and we took the car in a week later (when the garage had time to fix it) When they went to fix the headlight they found the timing chain was fully deployed. After arguments CD did fix this. In under 2 months (we didn’t even drive the car this entire time because it was in the shop so often) the transmission is having issues in the car. CD refuses to do anything, we even offered to trade the car back in and pick something else. They offered us $7000 for a car we purchased 2 months ago for $19000 and have drove 900km and has had $4000 worth of work into it. After purchasing the 2 cars we are out over 10k and were out of cars for a month between all of the repairs. Canada drives doesn’t check cars over before selling and are selling cars with major issues

  Business Response

  Date: 27/12/2022

  Hi Shannon, 
  
  Thank you for bringing your concerns to us, we are sorry to hear your experience was anything less than positive. We looked into your application and concerns with our customer relations team and reviewed the communication we have on file. As per our reporting, you purchased a 2014 **** ** from us on October 6th, 2022. Shortly after this, you expressed you were not happy with your vehicle due to the mechanical condition and after further communication with our team, the best option was to exchange your unit for the 2013 **** **.
  
  After receiving the 2013 **** ** on October 19th, 2022, you contacted our team about concerns relating to the rear shock and timing chain on the vehicle. Our team worked diligently to rectify your concerns and our 30-Day Canada Drives Limited warranty covered the cost of the repairs. After the repairs were completed on your unit, we did not receive any further concerns or reported issues about your vehicle.  The 2013 **** ** was not advertised with a backup camera however the ********* function on your vehicle did pass our preliminary inspections completed prior to your delivery. There was a small rip in the upholstery near the airbag that was disclosed in our advertisement for your convenience, I spoke with our customer relations team who informed me that this small cosmetic concern on your dash does not affect the safety or integrity of the airbag.
  
  In regards to the 2013 **** ** purchased on October 6th, 2022, after the delivery it was noted to our team that one of the front bulbs required replacement. Once alerted, our team worked quickly to get a new light bulb ordered and installed at one of our partnered shops for your convenience. Canada Drives also covered the cost of a new timing chain under our 30-day Canada Drives limited warranty policy. As for the current concerns you listed regarding the 2013 **** **, this vehicle was purchased in early October and at this time, unfortunately, the 30-day limited warranty policy has expired. 
  
  When you contacted our team about selling your current vehicle, our purchasing team priced your vehicle in the current market and valued the vehicle based on many factors including location, Blackbook value, condition, and market demand. We apologize for any inconvenience this may have caused you, unfortunately at this time you are no longer within our 7-day/500 Km (whichever is first) return or exchange period, and we are not able to offer a return. I have attached our warranty and our return policy for your convenience. If you have any further questions or concerns please feel free to reach out to us directly. 
  
  Thank you,

  Ammera - Customer Experience Manager

  [email protected]