ComplaintsforDueck On Marine

• Initial Complaint

  10/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had bought a vehicle from this dealership. I sold the car 3 days ago and am unable to pay it off because the vehicle has a pre-existing lein on it from before I had even bought the car. They sold me a vehicle with an existing lien which is 100% illegal. Not only did they sell me it they didn't tell me and they had tried hiding it. It tells me nothing about a lien in the ****** they gave me. The ****** should have it included but the one they gave me did not say anything about a lien being on the vehicle. Due to them selling me a vehicle with a lien I am unable to get the money from selling it. Which is causing me to not be able to pay for my bills and necessities. I tried talking to them about it, all they said was "It's our mistake from the last let's forget it and move forward". Unfortunately I cannot forget it when I have bills to pay and am unable to do so due to them illegally selling me a vehicle and without notifying me that it has a lien on it. Also my payments and interest is still going on the vehicle regardless of me not even owning it all because of lien. ONCE AGAIN AS YOU GUYS ARE AWARE SINCE YOU GUYS DO THIS ON A DAILY. SELLING A VEHICLE WITH A LIEN IS ILLEGAL. I've been trying to reach them and they told me 7-10 days. I financially can not wait that long due to having bills to pay.

  Customer response

  11/05/2023

  I had bought the vehicle on September 12, 2022. The lien has been on the vehicle since November 2019. I can add an attachment of the bill of sale later on today if that's possible.

  

  Business response

  25/05/2023

  The previous person (prior to *** *****) was not the owner of the 2018 ******. This previous person was a lessee and was leasing the ****** through our In House Lease Department. Hence, Dueck on Marine ********* ***** *** was actually the owner of the 2018 ******. This person leased the car from May14, 2019 through to July 30, 2022.  The dealership pulled a ****** report on August 4, 2022 but did not request a lien report. Again, this vehicle was owned by Dueck On Marine since we were the lessor. On Sept 12, 2022, **** ***** purchased the car and the car was transferred / registered into her name. Again, we did not know that the previous person, who leased this vehicle (which we owned), owed money to another entity call Family Maintenance. 

  Unfortunately, Family Maintenance placed a lien on everything that had this person's name on it, including our car.

  In September 2022, our Business Manager dealt with the new purchaser **** ***** and with the paperwork / documentation to purchase our vehicle.  In May 2023, I believe the 9th, ****** the son of **** *****, came in, talked to our new Sales Manager and one of our sales people, informed us that he wanted to sell the car but discovered there was a lien on his car. Hence, he could not sell the car. Again, we were unaware of the lien. 

  Our new Sales Manager brought ****** to the Business Mgr for assistance. The Business Mgr located the file and did a lien search. This search indicated there was a lien on the car from Family Maintenance. The Business Manager told Harmon, that she would fax all the information to the Family Maintenance right away (Tuesday May 9th). Our Business Manager said they would contact ****** in the morning and that it may take some time to get the lien discharged and time for confirmation to be sent to us, as we are not able to discharge the lien here. Our Business Mgr sent Family Maintenance a copy of the Bill of Sale via fax showing the new purchaser on it and a copy of the current Carfax showing the lien. In the morning, Wednesday, our Business Mgr contacted Family Maintenance and confirmed they did received the information that was sent in. Our Business Mgr called ****** and let him know what was happening.
  
  On Friday May 12th in the morning, our Business Mgr called Family Maintenance. They indicated that they have the paperwork and would discharge the lien asap and send the dealership a copy. Our Business Mgr called ****** and gave him the news. ****** said thank you and our Business Mgr would send him a copy of the lien discharge once we received it.
  
  This was the last conversation that our Business Mgr had with ****** on Friday May 12th. Everything was confirmed.

  Dueck On Marine does apologize for the inconvenience this has caused **** ***** or Harmon. 
  

• Initial Complaint

  25/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had purchased a vehicle in 2017. I had completed the payment requirements. However when covid happened I ended up continuing payments for 1 year more as they kept picking up the payments (even though the lease ended). I had contact Dueck and I was told a new paperwork will be sent to me and I am still waiting. I have been trying to contact the manager for over 2 years now. He either out of town or does not work there anymore.He had contact me in end of December 2022 and I had provided him with my ID and Insurance papers, he also did a credit check on me, and I still did not receive anything from him. He goes ahead and sends the bailiff to my house to collect the vehicle. I have been trying to contact **** and ***** for over two years. They had denied no payments was received for one year. As has ended and we do not pick up payments once contract has ended. Once I responded with my payments and questioned the extra one year of payment in the amount of $755.33. (Which they are still doing but I had told ********** will be putting a stop to payment as I didn't approve this payment.) Now **** is saying that $755.33 for the extra year is pure interest. I had paid way more then the vehicle was worth. Which makes no sense as I have asked them to figure this out for last two years. They do not want to provide me with paperwork. But want my banking information for new payments. They are aware I cannot afford the buyout and I wanted to refinance but giving me the run around.I have taken my vehicle in for service and they charged me when it was in fact under warranty. I had even discussed this with **** that this vehicle was given to me without inspections done or detailing. I was given the car dirty with old owners belonging still there and Inspection was done only when I brought in the vehicle in for a complaint. I was promised two keys and given one and I never said anything.

  

  Business response

  03/02/2023

  My Name is ************************* and I am the lease manager at Dueck GM. I have been here for the past 2.5 years and was involved with this customer after the previous Manager had left the company. I have been communicating with the complainant and her Daughter since about the winter of 2020 as her lease had terminated back in June of 2020. She also had dealt with a Salesperson here at the dealership as well until I took this on myself as the customer has other issues about warranty and a missing key. I had explained the warranty and I have also told them that being a used car that they sometimes come with one key. I had thought this was all sorted as we had been in discussions about payment and that she had been making extra payments on the lease. I am in agreement that she had paid extra payments but some had to cover late payments that had been returned ***. 

  **************** also states that I said all extra payments went to interest, again this is not the case but I did tell her that there is still interest being taken for each payment that she is making and no loan amount or payment is without cost of interest. She also went *** for two months and was in breach of contract for not having insurance on her vehicle which is part of the lease agreement. Because of this and not contact with the dealership back in April to June of 2020. They had been sent to the bailiff for breach on contract with missed payments and no insurance on vehicle. There was a cost of this placed on her account (accounting attached) and when she did respond to us we had called them off as she stated she would make up the payments and send us new copy of insurance and that she was going to payout the vehicle. I started to reach out to her again in 2021 and tried to get her to come in and payout the vehicle and she wanted statements which I emailed to her so show the amounts owing. She refused to wanting to pay for the bailiff and stated that I could not remove that because she was in default on contract. She had gone silent for a while and I was also dealing with other customers at the time as well. I reached out again in July of 2021 and then she replied back in early August, unfortunately I was away on holidays at that time and then I did reply back Mid August upon my return when she accused me of not being on holidays as she was not told that when she had called in. This I can't respond to why she was not told but I can prove that I was away. I would have assumed she received my out of office reply.

  I then sent her a statement of accounts with the break down of all payments made and all the ***'s that occurred during the contract and when she did and didn't make up the payments. I had asked her to call me to discuss but she had not called me or left any message for me as I have direct Voicemail. I tried contact her by phone and was unable to reach her but did find a number that was actually her daughter which I asked if she could get her mother to contact me she did then reach out by email stating thank you for all the info and she would go over everything to make sure the numbers are correct... but then I had no reply.  

  She reached out to me again by email in August 2022 and asked if there are any other fees or charges and I emailed her that there was no other charges other than the balance owing and that it had not changed because non payment would not reduce her costs but if she would have made additional payments they would have been deducted the same principle/ interest accordingly.

  I had then emailed a breakdown of the costs owing which was $10,383 plus applicable taxes. I asked her if she wanted to send funds via bank draft or EFT transfer, She replied back to me stating she could not afford the $11,000 but if there was a way we could set up a payment plan. 

  I replied back to her that I would be able to get her a short term option of 18 months and I also asked if she could come up with any down payment and she replied back that she could not come up with any down payment so I said I would work on the payment option. 

  I asked to send her current information and also a copy of vehicle insurance and drivers license to prove that if in ******* she would only have to pay GST tax not PST. She did send this weeks later and I then I again had left to go on vacation when this was sent over. When I returned I replied back to her the following on Jan 25th 2023 

  I could lease you the balance of $10383.00 plus taxes and that it would be $669.58 plus tax (GST) for total of $703.06 tax included and for 18 months with a $1 payout at end of term. 

  I then received this complaint from the BBB regarding her file. from my General Sales Manager whom you email this to. 

  I have attached a breakdown of her accounts and below I am showing the breakdown of the actual costs and how we came to this number...

  June 2020 payout end of term$12,000 

  12 addtional payment (2 of which went to cover missed payments which reduced cost after interest paid of $2650 

  This leaving a balance of $9235.25 plus the previous bailiff costs of $1107.75 = to $10343.00

  I then removed most of the *** fees except one of $40.00 leaving a balance owing of $10383.00 plus taxes. 

  I did send out the bailiff again she was not communicated and I had no way of finding out of the vehicle was in ******* or if it was insured (these charges I did not apply as then she finally responded I am certain because I was told they had finally located her and the vehicle was not with her. 

  This is when I received this complaint. I did not charge her further costs even though we have not seen any payment and I have also attached a statement of account so there is not discrepancy. 

  On Friday February 3rd I received this email ....

  Hi ****,
  
  So payment plan is ok, however before I proceed I would like to get all documents from you from the day I purchased the vehicle to present. As I would like to reconcile all the payments on this vehicle. Because I still would like to know where my $9000+ went when I paid after the lease was up. And where my warranty  money went as well. Also I would like you to stop the payment as its costing me money to stop it. Not sure why you are still attempting to pick up payment when my term has already expired.
  
  
  Thank you
  
  *************************

  We are just asking for what is owing and I have showed her previously and also highlighted this document to show all charges and payments. I would like to resolve this just as I am sure *************** is trying to do. 

  If I can be of further assistants or you require further documentation please email me at ****************************************************** 

   

   

• Initial Complaint

  22/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have received 0 help from my dealership. My 2023 ** ******** *** purchase was one of the worst experiences I have ever experienced with them. Dueck On Marine Drive in BC. My Order took over 2 Years and during this entire time, I had 0 communication or update from my Sale. I had to spam emails/calls every month to squeeze info from him Fast Forward to Last Month my Car finally arrived but this was only just the beginning. -180KM in Lift Service Failure - Brand New 4KM Vehicle had Door Chip and paint damage that is yet to be resolved. - No Delivery - Paint was not paint corrected or polished. Receive the car like a used car outside. - Had a buyer for a trade-in for my car at an agreed price. I offer the dealership priority but did not want to pay the price even though there was still a 5-10k margin to profit. Instead, forced a $5K fee for my buyer to buy the car or else I wouldn't be able to do a Trade in Service with the dealership. Stating that il make money on the car & were saving u "tax" so we need to make $5K on your car or else I have to pay full tax. Standard In & Out " $1000-$2500" ***** ** ******. - My Vehicle arrived with holes in my trunk for my spoiler with NO ETA for the spoiler. I have checked in Canada that the High Spoiler has stock in another province yet "NO ETA". This is a factory order that I have waited 2 years for paid in full yet I can't even get an ETA on a part. I live in Vancouver where we always get rain yet they have yet to give me even a timeline. I expressed my frustration and asked to be reimbursed for the spoiler and I will source one myself but was denied. When there is no ETA on my Spoiler. My Sale Mike.H from Dueck did not even bother to respond to me. 3 Weeks and counting. No Resolve for my Damage. - Rubber Trim Moulding was missed at Factory or during PDI at Dealership. Red Liner for the 3M Double sided tape was still intact to the Tape which made my moulding just flapping and not adhere to the panel.

  

  Business response

  17/10/2022

  The issues have been addressed with the customer.
  
   
  
  The Spoiler is shipped separately from the factory. This part was unfortunately delayed coming from GM’s supplier. We were not provided an ETA from the factory so we could not provide the customer an update. The Spoiler did finally arrive and was installed on the customer’s ******** shortly after he took delivery of the car.
  Unfortunately all vehicles shipped from GM’s factories can arrive with minor damage – i.e. door chips, scratches, blemishes, etc. Dealership’s must inspect all vehicles upon arrival. These blemishes / issues are noted at time of arrival with the truck carrier. We are responsible for fixing these issues and did address all of these minor issues.
  The spot on the door was touched up.
  The door plastic piece was touched up and painted.
  The rubber trim moulding was taken care of.
  We do detail, clean and polish every vehicle shipped to the dealership.
  The dealership always tries to update the customer regarding the shipment of their vehicle. Unfortunately, many vehicles shipped from GM’s factories have been extremely delayed in all shipping channels. We do not receive any updates regarding these delays from the factories. Estimated shipping dates continue to change daily and weekly from the factories.
  The Used Car trade value was negotiated been the customer and are Used Car Manager. I was not involved in the negotiations. The Used Car Manager indicated the customer was fine with the conditions agreed.
   
  
  We have addressed all of the customer’s issues and concerns. The salesperson did follow up with the customer after delivery of the ********. Our understanding is the customer is now satisfied with these issues addressed.
  
   
  
  Regards;
  
   
  
  ***** *********

*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. ↩