Complaints
This profile includes complaints for O'Regan's Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 25 total complaints in the last 3 years.
- 8 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:21/01/2025
Type: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.
September 15th- locked steering wheel while driving; check engine light came on. Felt uncomfortable with vehicle safety. Sept 26th- check engine light is back on Oct 1st- vehicle back at *** Oct 4th- *** states they need to order parts and remove the whole front grill and bumper for repairs. video sent from service technician questioning if the vehicle had been in an accident given the issues he was seeing with the seal around the engine. Oct 8th- picked up vehicle from **** Expressed concerns with the integrity and safety of the vehicle. Nov 30th- leak noted inside vehicle. Dec 5th- Definite leak in the vehicle. Dec 17th- vehicle went in for ax at **** Dec 19th- *** contacts us with a by back price of $72,000 plus HST for our vehicle. we would be taking a loss of over $24,000 for owning this vehicle for a little over one year. Dec 20th- *** says sunroof seals are leaking need to be replaced. Dec 21st- Manager to talk to *** Dec 27th- *** stated leak fixed. Dec 28th-email from the sales department offering us to purchase a brand-new vehicle that would cost an additional $60,000 if we trade in our vehicle at the appraised price. Not feasible for us Jan 9th- email back from the sales manager reiterating that they presented us with an offer to purchase a new X7 vehicle with a $4000 discount, plus an additional $7,500 off with year end rebates (still this would cost us an additional ~48,000 to buy a new vehicle on top of what we have already spent). *** feels that from their side “warranty repairs have been completed at no charge to [us] and transportation has been provided”. He stated that our vehicle was ready for pick up. We have lost confidence in *** at this point. These are NOT warranty repairs, the vehicle is DEFECTIVE. Jan 10th- reply from the sales manager stating “this afternoon I was informed that he was able to find a leak still. They will be requesting *** replaces the entire moonroof component. your X7 will not be ready to pick up today”.
Business Response
Date: 30/01/2025
Customer service is of great importance to us at O’Regan’s and we take all customer concerns very seriously.
We have been in direct communication with this customer to address their concern. If they have any further concerns, they can feel free to reach out to me directly at *************
Sincerely,Customer Answer
Date: 31/01/2025
I am rejecting this response because:
We are not satisfied with ****s effort to resolve this issue. We were provided with a buy back value that is not acceptable for the MANUFACTURER issues that this vehicle has sustained. We went to return the rental vehicle on January 31st and our vehicle was dismantled in the front passenger area (seat and removed) and the moonroof had rags all tucked around the edges of the seal. We have photos, but it says that they are too large to attach to this reply. This is the vehicle they told us multiple times was “ready to be picked up”. They are fully aware that there are now moisture/mildew concerns, as they left the vehicle sitting for over a week with a wet interior before they put dehumidifiers inside. We are not satisfied at all with *** and would like to be fairly compensated.Business Response
Date: 03/02/2025
The customer accepted our offer to purchase their vehicle on January 31, 2025. Since they no longer own the vehicle, we at O'Regan's consider this matter resolved.
If there are any further concerns regarding vehicle manufacturing, we recommend reaching out to *** ****** for assistance.
Customer Answer
Date: 03/02/2025
I am rejecting this response because:
We accepted an offer that we felt like we had no other options. We were told repeatedly that our vehicle was ready and the issues were fixed and then they weren’t and we hadn’t had reply from *** regarding our concerns or BBB complaint until an hour after we retuned the rental, at which time we saw the state of the vehicle that we were told was fixed. It was dismantled. That fact that you continue to deflect and tell me this is handled is despicable customer service. We lost almost $30,000 on this vehicle for things that are the fault of the manufacture and instead of helping us seek appropriate resolution, you keep telling us it’s handled and to basically go away. It is NOT handled. You can please have customer service contact us. This is shameful service from ****Initial Complaint
Date:15/12/2024
Type: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.
My new 2024 ****** Tundra went to Oregan's ******* ****** for a front grill replacement. The technician started to dismantle the truck before realizing the grill that had been ordered would not fit the truck. The truck was put back together. Somewhere in this process the paint was chipped/scratched/damaged. Multiple calls and emails have been made/sent to the business to both the service advisor M** ****** and the business manager (V* *****) with no response. I have temporarily had to complete repairs to avoid further damage however these have not been done at the level they should/could be by someone in the industry and have devalued the truck at this point.Business Response
Date: 20/12/2024
We have contacted the customer directly to address their concern. Thank youCustomer Answer
Date: 26/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********, and assuming Oregans follows through on their offer to repair the vehicle they have admitted to damaging and potentially install the grill as was stated to happen in September I am satisfied with the response.Initial Complaint
Date:18/10/2024
Type: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.
To whom it may concern, I ordered a ****** Senna LE AWD from this dealer in July 2022, when I ordered the car I was promised that I would have to wait 24 months to get it, but now it's been more than two years and I haven't heard anything yet. But someone I know, same dealer, same order time, same model, he already received his new ****** Senna LE AWD last month, I feel like I'm being lied to and treated differently. I needed this car so badly that my child waited from age 3 until first grade. And the price of the vehicle has also gone from 42K at that time to 52K now, it's all very frustrating, How many two years in a middle-aged man's life can he spend waiting for a car?Business Response
Date: 21/10/2024
We can appreciate the frustration caused by delays in vehicle orders.
The most recent Sienna LE AWD delivered was ordered in May of 2022.
This customer ordered their Sienna LE AWD in August of 2022 and is next on the list.
We provided updates by email or telephone to this customer in February 2023, June 2023, January 2024, September 2024 and most recently on October 10th 2024.
We appreciate their patience and look forward to delivering them their new Sienna as soon as possible. If they have any further questions, they can feel free to reach out to me directly at ************ or by email at ********************. It would be my pleasure to assist them.
Customer Answer
Date: 23/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22439228, and find that this resolution is satisfactory to me.Initial Complaint
Date:02/10/2024
Type: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.
Salesman K**** ***** tried to fraudulently sell me a 2024 ******* Tucson while telling me and giving me documents that it was a 2025 while charging the 2025 price. It was only days before I was supposed to take ownership that I found out about the bait and switchBusiness Response
Date: 07/10/2024
We respectfully disagree with information the customer has shared here. Pricing provided was for the model year of the vehicle. When a 2024 model year became available, it was offered as an alternative to waiting for a 2025 model. When both parties could not agree to the terms of the sale, the customer’s partial payment was refunded.
Customer Answer
Date: 07/10/2024
I am rejecting this response because: the initial conversations with the sales representative showed on August 30 at 1:08 PM the delivery of the vehicle was for September 26. I then got the confirmation email of this on September 5 stating that it was a 2025. The representative then later admitted on September 18 at 11:52 AM that the original car stated from August 30 was actually a 2024 all along. If the representative had had told me on August 30 that it was a 2024 and I knew this than why was the confirmation email sent out a week later stating a 2025. It just isn’t true that at any point in the negotiation I was made aware that the models were a 2024 until September 14. It’s a clear bait and switch attempt
Business Response
Date: 16/10/2024
The customer originally placed an order for a 2025 model. These take an average of six months to arrive.
The customer later reached out saying he wanted a vehicle sooner. At that time, we called the customer to offer the 2024 model available sooner and at a lower price than the agreed upon 2025 price.
We regret if there was any miscommunication. We are confident that we shared full disclosure of the two vehicle alternatives: 1) to continue with the 2025 model order or 2) to buy the 2024 model available sooner at a lower price.
We, at O’Regan’s, take customer concerns very seriously. When the customer expressed dissatisfaction, we provided a full refund of the payment received.Business Response
Date: 18/10/2024
We have taken this customer's concern very seriously and have invested considerable time and effort to assist him.
We have reviewed the documentation closely and found that it is in order. The dealership print out shared by the customer entitled "Paperwork from K**** ********" correctly lists the 2025 model at the 2025 pricing. The 2024 model available sooner at a lower price was provided as an alternative to this.
We stand by our decision to refund him in full for the payment received when an agreement could not be reached and now consider the matter closed.
Customer Answer
Date: 22/10/2024
I am rejecting this response because:
The timeline is below which shows how I was lied to indisputably by O'Regan's ******* Dartmouth which has caused financial harm
On August 30 K**** ***** contacted me and said he had 2025 ******* Tucon PHEV for sale. In the text he said he had white or blue available and that the delivery date was September 26
He also quoted me the cash price with provincial rebates of $55,977.81 which is the 2025 price. I sent him the *******.com 2025 pricing screenshot this day as well which we went back and forth over rebates and tax to the final price of $47,634.60 with the rebates and no sales tax applied which is again the 2025 pricing
At this point it's proven that K**** ***** stated the delivery date was September 26 and the price he gave me was for the 2025
Then on September 5 I received a confirmation email from O'Regan's for my order which again stated a 2025 ******* Tucson PHEV. If he had of told me the car was a 2024 why would this confirmation order sent a week later be of a 2025
That same day K**** called me and said good news he got the colour black for me for the same model because a customer didn't want theirs so I agreed because I wanted black
On September 14 I met with K**** ******** and again got a price sheet in person for a 2025 Tucson PHEV with a 2025 price. Again if I was told at any point it was a 2024 why would this not reflect that and why would I have not raised any concern at this point
On September 18 I contacted K**** ***** again to try to negotiate price because the Kia PHEV price was more competitive. K**** and me went back and forth until he said he got me the price on my 2024 Tucson PHEV. This was the first time I was told by him that the car was a 2024. I told him that is incorrect and then he told me the car was always a 2024 even the blue one initially ordered and that they had to switch it to a 2024 because I wanted it so soon. This is not factual. What is factual is he originally stated the delivery was September 26 which was fine for me. It's also factual that price he gave me after he stated the delivery date was for a 2025. It's also factual that the email I received the following week was for a 2025 blue Tucson PHEV. It is just not true and is proven in the above that he never told me the vehicle was a 2024
The dealership did cancel the order and return my deposit. The issue is I sold my own car on the morning of September 14 because I was told I would be receiving a 2025 Black ******* Tucson PHEV the week of September 24. Since I was lied to and the deal was cancelled I am now without a car and have had to resort to rental vehicles for a few days when necessary. O'Regan's has financially hurt me by committing this fraud. This is the issue. O'Regan's lied to their customer and then left them in a worse position afterwards and did nothing to resolve this. It's really quite astonishing.
Initial Complaint
Date:23/09/2024
Type: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.
Started on July 6th with my daughter's 2022 Corolla cross. Her car died and we had to have it towed by a tow truck to the Oregon's ****** on Camp Road. They let her know that it was the starter and said that they had replaced the starter and she picked it up the following week. July 19th the car started acting up again and she got it to the dealership. They had her car until September 13th. August 26th they called her to let her know that the starter needed to be replaced the computer needed to be replaced the insulation soundproofing needed to be replaced the carpets needed to be replaced and it was $17,000 not covered under warranty because they found that the windshield she had replaced was leaking. We had the car towed home on September 20th. My husband lifted up the carpets on the passenger side as that's where they were wet to find the AC hose that drains out through the floor on the passenger side was sitting on the floor and not in the hole which explains the water on that side of the car. We poured water all over the windshield and not a bit of water came in anywheres. Today September 23rd he looked at the underneath of the car at the starter that was supposedly replaced and sent me pictures showing that not one bolt had been replaced or taken out for that starter to be replaced there is a burn mark on the starter where it was starting to burn through itself. They claimed that they replace the starter under warranty July 6th which was not done which makes this a fraudulent claim. We do have camvap involved in our case but we want to file a complaint against this dealership.Business Response
Date: 10/10/2024
Customer satisfaction is of great importance to us at O'Regan's and we take all customer concerns very seriously.
On July 8th the starter was found to be burnt internally and was ordered and replaced under warranty on July 10th. When the starter is replaced, the bolts are reused. The bolts are not replaced.
On July 19th the starter was again found to be burnt internally. At that time, the technician smelt mold and believed there to be two separate issues: 1) faulty ECU and 2) unrelated major water leak. The ECU was ordered, and a complimentary rental vehicle was provided to the customer. At that time, the customer mentioned having the windshield replaced by a third-party glass company.
On August 9th, the ECU was installed however the issue remained. The diagnosis was then moved to our Master Technician who was on vacation. We regretted the delay this caused, and the complimentary rental vehicle was extended.
On August 26th, our Master Technician found that the starter was staying on due to the major water leak on the passenger side. They found the windshield was not sealed properly causing water to run to the wiring harness and into the #1 junction connector, causing corrosion in the connector which made the starter run continuously until it failed. Further diagnosis revealed water under the passenger front carpet causing major damage to the underlay, carpet, spray sound deadening on floor and firewall underlay. A large amount of mold was also found. The cowl and wipers were then removed to get a full view of the windshield. A video of the windshield leaking was recorded.
Once our Master Technician confirmed that the damage done to the wiring harness was a result of the windshield water leak, they did not pull the carpet back further to the point of the air conditioning hose. This hose, if disconnected, could cause some water in the carpet area only and would not be the root cause of the starter and wiring harness problem.
Once it was confirmed that this was no longer a warranty-related repair, we recommended that the customer contact the glass company who replaced the windshield and notify their insurance company to investigate if the water-related damage was an insurable repair.
We stand by our recommendation to contact both their independent glass company and their insurance provider for assistance. The repairs are not related to a manufacturer defect and are therefore not covered under the vehicle's factory warranty.
Customer Answer
Date: 10/10/2024
I am rejecting this response because:
the car has been sitting outside in the pouring rain and not a bit of water has been getting inside the car. The water on the floor on the passenger side was from the AC hose sitting on the floor of the passenger side. They claimed the floor was rusted and there was mold all over the carpet and the insulation sound proofing which was not the case at all, it was soaked from the hose. We have the carpets and the sound proofing insulation completely dry and it has stayed dry during the rain we had. The floor has no rust on it whatsoever. There was no mold in the car other than between the passenger seat and the console where something was spilt. There is not a bit of water coming inside the car from the windshield whatsoever. ******* kept commenting that the car was not brand new and that it had to have been smashed. She kept pushing this and then as soon as she found out the windshield was replaced a year ago then that's what she went with and that's what she was blaming it on. We had the company that replaced the windshield (Coastal Auto Glass) go in and look at the car, and he told me that my car was completely stripped when he went in. The dealership I purchased the car from also told us there is a known issue with this model of car with the starter and push button start. So the car is faulty and they just don't want to repair it under warranty. We also know the same bolts are used when replacing a part but they were full of oxidation and were never removed or taken off the car. The part that seems to have been replaced was the inrush current reducer, solenoid NOT the starter.
they said they didn't have the carpets moved that they didn't see the ac hose sitting on the floor, so then how did they claim the floor was rusted and there was mold on the insulation sound proofing and was trying to charge her for this??
Business Response
Date: 16/10/2024
The Master Technician who worked on the vehicle has over 30 years of experience. We have full confidence in this technician's work. We stand by his findings however, certainly respect the customer’s decision if they choose to seek a second opinion from another ****** service provider.Initial Complaint
Date:17/09/2024
Type: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.
Date of Transaction: September 11 2024 Amount of Money Paid: $392.06 Dispute: The business was replacing a rear subframe that was covered under an extended warranty due to a factory defect. When finished with the job, the business quoted a bill of $567.95 for 2 hrs of additional labor and a parts kit. Additional labor was not additional - they were removing and reinstalling this particular part as a part of the warranty job. Result: When questioned, the business lied and said this was not a part that is removed during the warranty job. It is and the invoice states that. Business finally conceded and said "Well, you sound like you know what you are talking about so I'll give you a deal and just charge just 1 hour of labor plus parts.". Desired Action: I do not feel that being charged 2 hours of labor was fair for installing a part that was already being removed and reinstalled as a part of the warranty job. I do not want a refund for the parts kit but I want an apology from the company for being misled and a refund for the 1 hour of labor that I did pay for.Business Response
Date: 24/09/2024
In completing the subframe warranty repair, technicians are required to take the rear brake cables apart in one of two ways:
1) Where the rear brake rotors are not removed.
2) Where the rear brake rotors are removed, when the cable clips are corroded and seized. Inside the rear brake rotors are the emergency brake shoes. The condition of the emergency brake shoes is not known until the rear brake rotors are removed.
Due to corroded clips holding the cables, this customer’s vehicle required rear brake cable option #2; where the rear brake rotors are removed. Under normal conditions, the technician removes the rotors and then reinstalls them when the repair is complete, which requires no additional time.
Unfortunately, this vehicle’s emergency brake shoes fell apart when the rear brake rotors were removed. We do see this occasionally, particularly with older vehicles. To complete a proper repair, new emergency brake shoes and spring kits were required. Additionally, the technician cleaned the rear brake rotors to ensure a proper fit with the new emergency brake shoes. This additional work is difficult to estimate due to corrosion, resulting (in this case) in a one-hour labour charge of $169.95 plus tax.
The new emergency brake shoes and rear brake cleaning were needed for safety and were outside of the warrantable repair.
We stand by our technician’s findings and would be pleased to meet with this customer in person, to review the details together as we do take customer concerns very seriously at O’Regan’s.
Sincerely,
**********Initial Complaint
Date:06/06/2024
Type: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 made a deposit to purchase a BMW from the dealership "O'Regan's BMW/Mini Halifax | t 902-406-7185 | 3240 Kempt Road, Halifax NS, B3K 4X1." On May 8th, 2024, they requested a deposit of $2,500, which they stated was necessary to reserve the vehicle. On May 20th, I notified them that I could not proceed with the purchase due to a change in my financial situation and requested a refund of the deposit to my Visa. To date, I have not received my deposit. They informed me via email that my deposit was forfeited. I am very disappointed with their tactics and sales methods and wish to file a complaint to prevent other customers from experiencing this. Deposits are meant to secure the sale and demonstrate good faith in the transaction. However, they should be refundable if the sale does not proceed. This is the law. I look forward to hearing from you and thank you in advance for your assistance.Business Response
Date: 07/06/2024
This was handled on May 29th to the customer's satisfaction.Initial Complaint
Date:26/03/2024
Type: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 purchased a new car on Feb 28 2024. After being rushed through the paperwork we noticed upon review at home a charge on our ******* Finance Lease Agreement under Section 8. I. Protection $722.40. We sent an email that same day asking for clarification on what this charge was for as we did not request any additional protection warranty. They responded with a breakdown of $599.90 (dealership fee), Air tax ($100.00) and Tire Tax ($22.50). Upon reviewing O'Regans Lease Agreement we noted that the "dealership fee" in fact Xpel Protection $99.95 and Etch/Tire Road Hazard $499.95, neither of which we requested. We questioned the dealership about the two charges at which point they told us it was part of their "non-negotiable fee". They sent us the original "Customer Approval Lease" which states that the "lease payment includes $499.95 Vehicle Theft Protection and Tire Road Hazzard" but does not say it's non-refundable. According to the agreement Platinum Security Protection, which is the agreement for the Vehicle Theft Protection and Tire Road Hazard, we can cancel as per Section 8. Termination (b) within 30 days of the Agreement Purchase date (2024-02-28). We emailed them February 29, 2024 to cancel this. The dealership has refused. After speaking with ********** *******, she refunded the Xpel Protection of $99.95 plus tax which we have received. The dealership/herself are refusing to cancel the Vehicle Theft Protection and Tire Road Hazard arguing that we didn't pay for it because there is no price on the agreement from Platinum Security Protection, even thought its listed in the breakdown of our other documents that we did. We did pay for $499.95 plus tax for the product that we are trying to cancel. We weren't given the option to not have the product as they argue it is part of the "dealership fee". No where on any documents does it say there are "dealership fees" or what they include. We have attempted to resolve this with the dealership but to no avail.Business Response
Date: 28/03/2024
Hi *****,
Thank you for your email.
Customer satisfaction is of great importance to us at O'Regan's and we take all customer concerns very seriously.
We received your feedback but do not see you listed as a customer. We see that this matter relates to Ryan's purchase, and will reach out to **** by email directly to review the details.
Thank you for your patience and for your feedback.
Regards,
**********Customer Answer
Date: 02/04/2024
I am rejecting this response because:
Hello,
Here are the emails that were received directly from ********** *******. The problem still has not been resolved. She has made it very clear in her email that they are done talking about the problem.
Not sure if there is anything more that can be done. Again as per our contract from Platinum Security Protection it states we are entitled to a refund. We did contact Platinum Security Protection to confirm this but the dealership has to process the refund, their company cannot.
Thanks,
***** ******* & **** *****Initial Complaint
Date:22/02/2024
Type: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 booked a car(****** ******* Cross) on Jan 22, 2024, they said I can get the car on Feb 13, but it was delayed, so I want to cancel this order, because I have another plan. I have paid $500 by cash on Jan 22, I want get it back, so I contacted with the sales man **** ******* told him I want to cancel the order and get $500 back, he told me he can cancel the order, but $500 is not refundable.Business Response
Date: 01/03/2024
Customer satisfaction is of great importance to us at O'Regan's and we take all customer concerns very seriously.
Please know that we have reviewed this customer’s order documentation closely.
On January 22, 2024, the signed the Customer Approval Order stated: “the partial payment is non-refundable” (see attached).
At that time, the vehicle had an estimated time of arrival of the week of February 13th, 2024. The vehicle arrived very shortly after, on February 20th, 2024. As estimates are approximate, we believe the arrival time to be well within a reasonable period, meeting the terms of our agreement. We stand by the terms of our agreement that the partial payment is non-refundable.
If they wish to discuss this further, they can feel free to contact me by email at ******************** or by telephone at ************.
Sincerely, ********** *******Business Response
Date: 01/03/2024
Customer satisfaction is of great importance to us at O'Regan's and we take all customer concerns very seriously.
Please know that we have reviewed this customer’s order documentation closely.
On January 22, 2024, the signed the Customer Approval Order stated: “the partial payment is non-refundable” (see attached).
At that time, the vehicle had an estimated time of arrival of the week of February 13th, 2024. The vehicle arrived very shortly after, on February 20th, 2024. As estimates are approximate, we believe the arrival time to be well within a reasonable period, meeting the terms of our agreement. We stand by the terms of our agreement that the partial payment is non-refundable.
If they wish to discuss this further, they can feel free to contact me by email at ******************** or by telephone at ************.
Sincerely, ********** *******Initial Complaint
Date:13/02/2024
Type: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 February 8, 2024 I contacted ******* ****** on kempt Rd with interest in purchasing a 2017 highlander. I paid the $500 deposit to hold the vehicle. This dealer couldn't get financing approval with ****** ****, so I decided to return to a previous dealer I worked with although it was higher interest. I informed ******* ****** that I was returning to another dealer I had purchased from before. I went to that dealer and put $8500 down on a vehicle and got approved. On February 12, I received a call from the dealer I made purchase from stating several applications were made for financing a vehicle. I was not aware ******* ****** was doing this as I had made it clear I wasn't buying from them. This resulted in my credit taking a hit, and my approval was pulled for my new vehicle. It's obvious they were upset they lost the sale, and proceeded to make sure I couldn't get a vehicle somewhere else. I have purchased 2 vehicles from Oregans on Robie, along with my parents who purchased a brand new Impala with a certified cheque. I spent yesterday in tears because I have a father who relies on my care, and a daughter who has several medical appointments weekly. I had a Toyota hylander but was in an accident 3 weeks ago resulting in a total loss. Thanks to oregans, I will have nothing to drive. I can promise I will never buy another vehicle from this slimey sneaky company.Business Response
Date: 15/02/2024
We, at O’Regan’s, take customer concerns very seriously.
We have reached out to the customer directly and have agreed to provide a full refund of her partial payment.
If they have any further questions or concerns, they can feel free to contact me directly. It would be my pleasure to help.
Sincerely,
Mary-Ellen O’ReganCustomer Answer
Date: 15/02/2024
I am rejecting this response because:
I appreciate the refund for the deposit. I do believe I have the right to this deposit. We did not agree that oregans financial department used false information on a credit application without my knowledge. I never ever disclosed that I was self employed, which is what they decided to put on my application. Very poor communication with the kempt Rd Toyota dealer.
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