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:06/09/2024

  Type:Customer Service 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 sold my 2021 ******* Tucson to Clutch. Dropped off my car at their Etobicoke location on 27th July. I received the payment of CAD 2251 on 30th July to my chequing account, but on Hold Status as banks take time to remove the hold. Clutch also closed my Car Loan with ********** in a couple of days time. Its been more than a month now and the the amount of CAD2251 in my chequing account is still on Hold. I have reached out to Clutch 3 times over their customer support number and have mailed them 4 times so far but they are not resolving the issue. Once an executive mailed me that they resolved the issue from their side and they now need a focal from *** ( my bank) to work with. I spoke to my bank executive and per them there is nothing for *** to do here. They advised to ask Clutch to authorize their Bank ( *** in this case) to clear the payment done to me for *** to release the 'Hold' on the transaction. I have communicated this on mail couple of times to Clutch and spoke to their support Executives. They say they will get back but its been more than 2 weeks now since i last heard from them. I need Clutch to clear the payment of CAD2251 due to me.

  

  Business Response

  Date: 06/09/2024

  Good morning,

  We have been in touch with our financial institution and they have confirmed that the funds have been released and are no longer on hold on our end. Please reach out if funds are not received and we will work with you to resolve the matter. 

  Customer Answer

  Date: 10/09/2024

   I am rejecting this response because:
  

  I waited for 2 days but the amount is still 'On Hold' in my account. 

  This should have been a normal transaction between 2 renowned Canadian banks. Not sure why this particular transaction is taking so long to be cleared.

   

  
  

  

  Business Response

  Date: 10/09/2024

  Good afternoon,

  We've escalated this to the reps at your financial institute and we've been told on our end that the funds should have cleared. Please reach out to the bank and if they can't address your concern, please share your financial institute reps' contact information with our team. 

   

  Thanks,

   

  **** *****

• Initial Complaint

  Date:04/09/2024

  Type:Customer Service 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.

  We sold our vehicle ***** *** to clutch on August 14th 2024 They came to my house to do assessment of the vehicle and made bill of sale there online and get it signed from me and my wife and took our vehicle. They told us it’s one week time to get payment in your account and your loan amount to be cleared. But there is a glitch in the payment process they are not answering my calls now. I am post kidney transplant patient I am getting mentally harassed due to this issue . I have to take two times off from my work to sort this issue I went to my bank but at their end there is no actual money on hold.

  

  Business Response

  Date: 06/09/2024

  Good morning,

  As we have discussed with you via email, this issues has been escalated to your financial institute. On our end the funds have been released and your bank has accepted the funds. Your financial institute has confirmed with us that they are investigating internally.  

  Customer Answer

  Date: 06/09/2024

   I am rejecting this response because:
  
  This story I am listing from last 17 Aug  and this is not about money they are not clearing my loan and I am paying out from my pocket to sale something that not mean you can wait for payment for month 

  

  Business Response

  Date: 09/09/2024

  We've escalated further with the bank. On our end funds have been released and unfortunately we don't have control over the banks process.

  Customer Answer

  Date: 09/09/2024

   I am rejecting this response because:
  They keep lying same thing from very first day may loan is not clear am not getting my money which deal take more then 1 month to clear the loan ??? moreover am paying interest on it they keep harassing to me I take day off from work with pay to went brach as they instructed me I spend 5 hours and bank didn’t not find money so this dealer hold my money or car they have to make choice they want to issue money and clear loan or otherwise I can file harassment car stolen or scam case against them 
  
  

• Initial Complaint

  Date:26/08/2024

  Type:Customer Service 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.

  It has been discovered by us that a car has been purchased under my husbands name through clutch We have not provided any documentation to them and a loan was also set up under his name We have contacted the company several times as we believe this vehicle to be at a residence and needs to be picked up. It has been 5 days and they will not answer the phone and email sent is very disturbing. We need this situation rectified ASAP We have contacted td where a loan was set up fraudulently and their investigation could take 30+ days Can you please help us

  

  Business Response

  Date: 27/08/2024

  Good afternoon *****,

  We have been in contact (Aug 27th) and will continue to follow up with you accordingly. Given the sensitivity of this situation, we cant provide specifics here but following our phone call this morning; you have my assurance that we will work with you and get this resolved.

  Customer Answer

  Date: 04/09/2024

   I am rejecting this response because:
  
  We are disputing the response as the car was not obtained by us and we want them to pick up the vehicle as we know where it is now.  They said they would make loan and car deal wash but now will not reply to our emails and left several messages

  We just want this resolved asap this is causing undue stress to us

  The vehicle was sold fraudulently and they did not do their due diligence 

  Thanks 

  ***** m ******* 

  
  

  

  Business Response

  Date: 06/09/2024

  Good morning,

   

  Unfortunately, given the nature of the situation. We will need to await further direction from the lender and will work with them as required to remedy the situation. 

• Initial Complaint

  Date:29/07/2024

  Type:Customer Service 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 purchased a 2017 ***** Cruze LT from Clutch in November 2023. All has been fantastic with the car up until the warmer weather. I went to turn the AC on recently and it didn't work. Something that I obviously didn't discover earlier because I bought the car in the winter. Then, about a week later the drive belt snapped while I was driving. I had to have the car towed and was informed that the AC compressor is broken and would need replacing in order to put the belt back on and have the vehicle be drivable again. The shop informed me that the car was clearly sold this way and that Clutch either knew about the broken AC compressor and did nothing or they never checked it before selling it. Either way, I am looking to be reimbursed the repair amount since this never should have happened. There's no reason I should have been sold a car with such a major part broken. The final repair amount was $1642.24 Canadian.

  

  Business Response

  Date: 06/08/2024

  Good morning,

  We can confirm the the air conditioning is checked as a part of our initial inspection, reconditioning process and pre delivery inspection. The A/C at the time of sale was operating as designed. We would not sell a vehicle with inoperable a/c as it is within our recondition standards and we would repair prior to sale if there was a fault. We provide a 3 month warranty with our vehicles (depending on package), we would not benefit for selling a vehicle with a fault as we would be paying for the repair under our warranty plan which is in house. 

  Customer Answer

  Date: 06/08/2024

   I am rejecting this response because:
  
  I understand that it’s part of your inspection but clearly something was missed because the shop literally told me there’s no way that AC compressor passed an inspection prior to then. 
  I’ve had a great experience otherwise but there’s no reason I should have to pay to replace a part that should have been functioning when I bought the car. Especially when the shop tells me that has clearly been broken for some time. 
  
  

  

  Business Response

  Date: 10/08/2024

  Good morning,

   

  Unfortunately we cannot honor repairs outside of our warranty period. This vehicle was sold with working air conditions, no faults and a fully functional A/C compressor. Had the vehicle been sold with a compressor seized, the drivebelt/accessory belt would have come off well withing the 90 days if not sooner. 

• Initial Complaint

  Date:10/06/2024

  Type:Customer Service 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 am writing to formally lodge a complaint regarding a vehicle 2018 , *********** I purchased from Clutch dealership and &delivered on June 7, 2024. Upon delivery of the vehicle, I noticed a faint smell and brought this to the attention of the delivery personnel. I was assured by the delivery person that this was nothing of concern.I communicated my concerns to the advisor and suggested a potential exchange. Additionally, I expressed my intention to return the vehicle due to its unsuitability for my personal needs nd it didn’t fit the photos as I expected. I was informed that I would need to bring the vehicle to Etobicoke location. I arranged for friends to assist me in returning the vehicle, as it was more compact than anticipated based on the pictures and initial impressions. However, upon arriving at the location, I was told that the car had a smell of smoke , which I couldnt even smell .This appears to be an excuse to compel me to keep the vehicle, despite my clear intention to return it. I made a deposit of $100 and have already paid for insurance on the vehicle. As I have only driven the car for less than 100 km/h

  

  Business Response

  Date: 12/06/2024

  As requested, I am sending you an email in regards to your recent experience with Clutch. As discussed yesterday (Nov 11th,2024) there was a strong odor detected from the vehicle when inspected by multiple team members and a supervisor from our team on November 10th at approximately 7pm. When I took a look at the vehicle on the 11th, there was an overwhelming scent of air fresheners in the vehicle that we not present the day prior. As explained yesterday, we do not sell any vehicles that have a smoke odor and we are unable to take a smoked in vehicle as a return as it is no longer in the same condition it was sold in. As advised yesterday, we can still process a return with the loss/repair being covered by you, but the amounts would reflect that of the difference in retail market vs wholesale market which would be roughly $2000-$4000 to which you declined. 

  Customer Answer

  Date: 13/06/2024

   I am rejecting this response because:
  
  I am writing to formally request the return of the vehicle I purchased on June 7, 2024. I returned on June 10, 2024, with only 200 kilometers driven, well within your ten-day return policy.
  
  I strongly contest your claim that the vehicle smells of smoke. It is highly unlikely that such a strong odor could develop in just three days and 200 kilometers. Any odor present must have been from the previous owner, considering the vehicle has over 100,000 kilometers on it.
  
  Your assertion that I must cover a $2,000-$4,000 loss for a vehicle I have had for less than three days is unacceptable. This amount suggests a significant undervaluation of the vehicle at the time of sale. Additionally, I find it concerning that you refuse to disclose the previous owner’s history or whether the car has been returned before.
  
  There are several discrepancies in your response that need to be addressed.
  
  Dates Mentioned: You referred to events in November, which seems to be incorrect and unrelated to my situation.
  Assurances Given: I was assured of a ten-day return policy. Despite being advised to come back the next day, you mentioned the possibility of towing the vehicle if left. This contradicts your policy and was an unnecessary inconvenience.
  Inspection Process: I spent over 45 minutes during the inspection without being informed of any issues until the end. As someone who neither drinks nor smokes, your immediate reference to a smoke odor seemed questionable. It raised concerns about the vehicle’s history, which you have yet to clarify.you wanted to get rid of the said vehicle.
  
  Given these points, I am requesting the immediate return of the vehicle without any financial penalties. Additionally, I am seeking compensation of $600-$1,500 for the inconvenience , wastage of my time and additional trips made at your request.I also request a pickup be done at my address .I spent so much coming down to Etobicoke  , including on Uber costs etc, to travel come down the 5th time.
  
  I trust that we can resolve this matter amicably and in accordance with your stated return policy.
  

  

  Business Response

  Date: 18/06/2024

  Good morning,

  Apologies for the confusion with the dates as that was a clerical error. The dates in question are June NOT November. The vehicle was confirmed to have an odor by 4 members of our team including a supervisor. As outlines in our terms and conditions this vehicle would not be eligible for return as it is not in the same condition as it was sold in (smoke smell) and if returned the cost of wholesaling the vehicle as opposed to retailing the vehicle is within the range specified. 
  
  I have attached a link to our terms and conditions. 
  
  Best regards,

   

  Arsh Khosa 

  Customer Answer

  Date: 18/06/2024

   I am rejecting this response because:
  
  Good morning,
  
  Thank you for your response. I must insist that I do not smoke, and therefore, it is impossible for the vehicle to have developed a smoke odor while in my possession. I find the claim that four members of your team, including a supervisor, confirmed the odor to be subjective and not definitive proof that the vehicle has been smoked in.
  
  It appears that your decision to deny the return is an attempt to circumvent your own policy. Your terms and conditions outline a ten-day money-back guarantee which has the don’t ask as clause and I believe my situation falls well within this policy. Additionally, I question why you are so eager to wholesale the vehicle rather than retail it, as this suggests there may be other underlying issues with the car that you are not disclosing.
  
  If this issue is not resolved satisfactorily, I am prepared to escalate it further. I look forward to your prompt resolution of this matter.
  

• Initial Complaint

  Date:02/05/2024

  Type:Customer Service 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.

  On April 30, 2024, we put a $100 deposit on a white 2021 ***** TLX Tech SH-AWD that was advertised on Clutch to hold the vehicle and they assigned order number C-******** to this transaction. Our plan was to trade our white 2015 TLX Elite SW-AWD and the automated offer we received earlier was attached to this deal. In the meantime, we received a call from ***** **** at Clutch to tell us what the other requirements were before the deal could be finalized i.e. proof of insurance, signing of the vehicle purchase agreement etc. During this call he noted that in addition to the $100 refundable deposit he was going to charge our credit card for $573.85 for shipping from Toronto to Halifax and we would be responsible for an additional shipping charge to move the car from Halifax to Moncton upon successful completion of the deal. There was never any mention that the car would be shipped or that the $573.85 was non-refundable. He also noted that if we were unable to get insurance for the vehicle in the next few days that it would impact when the vehicle would be shipped. This comment solidified our belief that nothing more would be done until conditions were fulfilled on our end and that all monies paid up to this point would be fully refundable. On May 1, 2024, we called ***** to cancel the deal and get our deposit and shipping charge back and were shocked to learn that ***** had shipped the car that morning and as a result he was not refunding the $573.85. ***** claimed to have a recording of the call where he made it “very clear this money was not refundable” but it was not possible for us to get a copy or even hear the recording. This is unconscionable given the fact no deal was finalized, nothing was signed, and no proof of insurance was provided. ***** was completely non-negotiable, and we find this unprofessional, unethical, and simply wrong.

  

  Business Response

  Date: 03/05/2024

  Good afternoon ****, we spoke earlier and have agreed to reimburse you the shipping fee. The refund was issued shortly after our call around noon. You have my contact information if any issues do a rise. 

   

  Thanks,

   

  Arsh Khosa 

  Customer Answer

  Date: 06/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21657560, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:23/04/2024

  Type:Customer Service 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 have sold my lease car to Clutch on 3rd April-2024. Clutch advisor told me that everything has been taken care of. But $627.25 have been debited from my bank account for next month lease payment on 15th April 2024 after selling my car. I have reached out to Clutch regarding this on 15th April 2024. They have assured me to get the amount reimbursed. But still no clarity on reimbursement even with multiple followups. Clutch did very well in selling process. But unfortunately, this reimbursement thing not yet done well. Can you please help in getting refund of $627.25 back to my bank account?

  

  Business Response

  Date: 24/04/2024

  Good afternoon, 

  We have reached out to ****** Canada Finance and they have let us know that it was ****** Canada who pulled the funds. We have confirmed with ****** Canada that the funds will be returned to the same account on the last week of April or first week of May. If you have any issues or further questions, feel free to reach out. 

   

  Thanks!

  Customer Answer

  Date: 25/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21614188, and find that this resolution is satisfactory to me. Clutch Canada reached out to me and told that refund will be processed by May 1st week. 

• Initial Complaint

  Date:28/03/2024

  Type:Customer Service 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 recently purchased a 2020 ******* Kona. Overall the transaction went well, and I had the vehicle delivered to my work on Feb 23. I took it for a quick drive up the street. Everything seemed in order, no knocks noises etc. On Feb 27th during a rainfall, I experienced some hydroplaning. I've been driving for 30plus years and have never hydroplaned a vehicle and know how to drive for the weather. On Feb 29th after a light snowfall, I could barely keep the car on the road. It was horrible. I have driven vehicles with bald tires that handled better than this. I took the car to a tire shop and was advised that I needed 4 new tires at t$1330. The front tires were worn down and damaged. I tried contacting Clutch at that time but did not receive a reply. On Mar 20th, after another snowfall, I experienced the same handling issues. I took the car to a mechanic and was told that the front end was severely misaligned (toe) and that I needed 2 new tires as the "new" tires I just put on were worn and damaged. The mechanic wasn't even sure how the vehicle passed the safety. This was another $800 plus expense. In less than a month $2100 in repairs, and only one loan payment made. Clutch's response is that "tires are considered wearable and not covered" , " you put a lot of km's on the car(yes I commute!) ", "the alignment and wearing is from potholes and driving". Standard scripted replies and responses. Average driving/commuting does not wear down tires that quickly. If the car had been aligned properly at delivery I would not have had to get new tires to begin with. Clutch has said that as a "goodwill" gesture they will pay the alignment and two recent tires. This is unacceptable. Do the right thing Clutch. Admit you delivered a vehicle that was not properly aligned, and pay for the tires that I should not have had to replace after a week of owning the car, as well as the alignment and two new tires.

  

  Business Response

  Date: 11/04/2024

  Good afternoon ****,
  I understand the frustration your facing with your recently purchased vehicle. We are not prepared to move forward with full reimbursement. The vehicle was sold with brand new all season tires. I understand that the shop had advised you that the alignment was out on the vehicle. Alignments and tires are considered wear and tear items and hold no warrantable coverage. I have attached the exclusions noted in our 90 day plan to this email. Given the vehicle was also driven over 4000km it is impossible to verify what point the alignment went out on the vehicle but at the time of safety the vehicle was within spec. Generally all estimates must be authorized by Clutch prior to repairs being completed.
  
  We did extend a goodwill offer of $800 to credit towards your repairs. Please let me know if you would like to discuss further and I would be more than happy to give you a call/email.

• Initial Complaint

  Date:13/03/2024

  Type:Customer Service 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.

  MARCH 13 2024 I decided to buy a car on clutch. The price was ok, they claimed they were transparent and offered a 10 day return policy and a 90 day warranty. When I finally started the purchase process all of the sudden, if I wanted to test drive the vehicle and have the option to return it in 10 days and have the 90 day warranty the cost was an extra $1500. I called while I was doing it because I had spoken with them several times and this was not mentioned at all and there is no indication on the site that this is the case until after you start the purchase. I spoke with *** and he told me the website was wrong- being updated - and that I could test drive the car and have the option to return after 10 days. I trusted him, completed the transaction, finalized my insurance, then ******* contacts me saying the sale was final and I would have no opportunity to teat drive the car or return it unless I want to pay the extra $1500. This is not the as advertised pricing. When I spoke to *** again he once again blamed the website - they are an online business - the website should be accurate or they should not be operating. I am super angry, buying a car is a stressful, time-consuming and emotionally charged experience, and they lied to me to get me to buy.

• Initial Complaint

  Date:02/11/2023

  Type:Customer Service 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 purchased a 2018 *** Rio EX from Clutch and the order number is C-NEAQVG29. I have had so many problems with Clutch ever since I purchased the car. First of all, when the car was sold to me, the tires weren't aligned and the car made a rattling noise. After lots of back and forth, Clutch agreed to pay for the alignment but wouldn't do anything about the rattling noise as it didn't impact the drivability of the car. Now, only after driving the car about 9,000 kilometers or so, the back brakes and rotor pads had to be replaced as they were completely deteriorated. I have tried numerous times to have them handover the 210-point inspection report (performed by Clutch) and the MVI report completed during the inspection of the car but I still haven't received them. The 210-point inspection report is included in the service fee that I paid as well. I am trying to figure out why the back brakes and rotor pads weren't replaced when the inspection was passed and how can they deteriorate so fast that all the back brakes and rotors had to be replaced as they had deteriorated to a dangerous level. I want Clutch to hand me the requested documents, and pay for the repair charge of the replacement of the back brakes and rotor pads.

  

  Business Response

  Date: 06/02/2024

  Good afternoon *********, 

  
  

  We strive to ensure every vehicle is meticuliously inspected and meets all local safety standards and are safe and fit for the road. In regards to your recently purchased Kia, the brakes were above MVI standards and passed at the time of inspection. With all things taken into account we have reimbursed you for the replacement of the brake pads and rotors and have reimbursed you for the repairs. We hope this closes this complaint and if there are any further issues feel free to contact us. 

  
  

  Thanks