ComplaintsforDestination Kingsway Honda

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently (October 3rd, 2022) purchased a ***** ***** 3 ($60,000) from Destination Auto, and was extremely disappointed with my experience. At the time of purchase, the salesperson represented the car as a Long Range model with the features of 530kms, only for me to find out hours later that it was a Standard Range Plus with the 430kms. In addition, I discovered that the car had a broken back windshield, a broken seatbelt, a loose axle, and a clicking noise from the passenger seat. To make matters worse, I later learned that the car was a rental and was not disclosed at the time of purchase. I contacted the dealership to request a return of the car and a full refund, but was told that there was nothing that could be done and that I could only ask for the issues to be fixed. This lack of transparency and honesty is extremely disappointing, and demonstrates a complete disregard for the trust of their customers.

  Business response

  04/01/2023

  After looking at the worksheet and purchase agreement (attached) and speaking to the sales advisor the vehicle specifications matched what was purchased and therefore was not misrepresented. Initially when he came in and inquired about a new ***** ****** Hybrid which was not available, other options where discussed which included a ***** ***** Y Long range and a ***** ***** 3 Standard plus. The worksheet is dated the 1st October and wasn’t finalized until the 3rd October where we appraised a possible trade in. During the time of delivery on his vehicle he told our sales advisor the insurance was more than expected and asked if there was a return policy. The sales advisor said there isn’t such a policy, however he did say as a piece of mind if there are any safety issues that come up we would ensure they are looked at. He continued with the delivery and took the vehicle. If he was under the impression that it was a different model and not what he thought, that is not the responsibility of the dealership. When he met will all 3 Sales managers at different times, they explained that we do not take vehicles back after being purchased and there was an option of trading it back in for another vehicle. Options were given to him and he liked the wheels on his current purchase and talked about swapping them out if he found a different vehicle. During his postdelivery visits the items on the vehicle were addressed and repaired. The purchase cycle was over a period of 3 days so there was time for him to change his mind prior to purchase. This dealership sells many used cars and occasionally customers may not like what they purchased but that is not the fault of the dealership, however the customer can trade it back in if they want, as we do not have a return policy.
  
  I have read his reviews on social media, however there is no mention that any of those items were repaired. He has accused us of misrepresenting the vehicle and that is also not true. When vehicles are brought into our inventory we provide a ****** history report and the report on this vehicle does not say anything about the vehicle being a rental unit.
  
  In conclusion this dealership and staff who assisted him in purchasing the vehicle have done no wrong and in saying that, if he feels that his non consented recorded conversation with us says otherwise, he is free to seek legal counsel as this dealership feels there was no wrong doing in his purchase other than not liking the vehicle he chose.
  
  We are sorry to hear that he is not happy with his vehicle, however his continuous slander of our dealership on social media is not warranted.
  

  Customer response

  04/01/2023

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

  I am offended that the dealership's manager has accused me of "slander" for sharing my experiences and concerns on social media. As a customer who has been wronged, my only recourse is to share my experiences and warn others about the dealership's practices. It is the dealership that is victimising itself by refusing to take responsibility for the issues with the car and the lack of transparency at the time of purchase. Using words like "slander" to try to discredit my concerns is childish and unprofessional.

  
  

  I strongly disagree with your assertion that the car's specifications were accurately represented at the time of purchase. As I have stated previously, the salesperson represented the car as a Long Range model with a range of 530 kilometers, only for me to later discover that it was a Standard Range Plus with a range of 430 kilometers. This is a significant difference and I believe that it constitutes misrepresentation on the part of the dealership.

  
  

  It is not acceptable for the dealership to refuse to address these issues or offer a refund, and I request that you reconsider your position on this matter. I understand that the dealership does not have a return policy, but I believe that the circumstances of my purchase and the issues with the car justify a return or refund.

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

  Business response

  06/01/2023

  Our follow up response;

  The dealership has not refused to assist him in finding a different vehicle to trade out. His experience mentioned on social media are his, but some activities are not included but he is free to express what he wants.

  Unfortunately if his only wish is to return the vehicle and seek additional compensation (which he did not mention to the BBB on his statement) we are unable to accommodate, but again willing to assist on trading the vehicle for something that would satisfy him.

  We have always been in good standing with the BBB and believe we have tried our best to work with the customer.

   

   

  Customer response

  07/01/2023

  I am disappointed to hear that the dealership is unwilling to offer a return or refund for the car, despite the issues that were not disclosed at the time of purchase and the lack of transparency about the car's history. It is the responsibility of the dealership to ensure that the car is in good condition and safe to drive before selling it to a customer.
  
  I want to clarify that I have never asked for "additional compensation" beyond a refund for the car and compensation for any expenses incurred as a result of this situation. As I mentioned in my previous correspondence, I am entitled to a full refund for the car and any expenses that have been incurred as a result of the issues with the car and the lack of transparency at the time of purchase. (Attached is a screenshot of my original request sent to Ian Q***)
  
  I must also bring to your attention that the dealership's failure to disclose the issues with the car at the time of purchase and the fact that the car was a rental vehicle constitutes a breach of the duty of good faith and fair dealing owed by the dealership to the consumer under section 3 of the Business Practices and Consumer Protection Act. Additionally, the failure to disclose the car's rental history violates the disclosure requirements under section 10 of the Motor Dealer Act, and is a violation of the Consumer Protection BC Rule on Disclosure of Vehicle History.
  
  While it is true that I have the option to trade in the car for a different vehicle, it is not a satisfactory resolution to the issues that have been raised. Given the issues that arose after I purchased the car, I do not have confidence in the dealership's ability to provide a better car through a trade-in. It is important to address the issues with the current car and provide a full refund or compensation for the expenses incurred as a result of this situation.

*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. ↩