Complaintsfor401 Auto RV Canada Inc.

• Initial Complaint

  14/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a vehicle only drove 20mins it started overheating, smoking and leaking coolant, and oil caps leaking, warped front rotors (should never have passed safety) I want it resafetied at my mechanics @ 401 autos expense. Their mechanic took 5 hrs taking it apart to tell us it was the turbo coolant lines and then the part was on back order for a month, still havent heard back, was given a jug of coolant and said it's safe to drive but really it isnt after we fixed the one leak ourselves we notice the oil smells terribly of gas meaning no oil change was done the engines knocking, theres moisture in the engine took to our reputable mechanic and was informed what was wrong. Missing a piece of trim on the roof that I asked to be replaced and touch up paint (was told by sales rep he would hook us up but hasn't and would take care of any issue but ghosted us too. Was supposed to be cleaned and detailed, found **** *** ******* in our glove box, my bill of sale states almost 1000km difference in odometer readings, different reading even on my safety test and when I actually received vehicle and to top it all off we haven't recieved any apologies for the huge inconvenience just lies, empty promises, over a month of phone tag, no call backs in timely manner, just rudeness, attitude and a huge headache, we Tried to exchange for a different vehicle within the first few weeks of owning but got the run a round stalling daily then told By the new manager we needed to pay 10k upfront for a better working vehicle and couldn't get approved by the banks meanwhile they had already approved us for loan Absolutely Worst customer service EVER. I've never been treated so poorly by a business unfortunately we have lost all trust with them, feel scammed by not getting to pick from different vehicles and was told this was the only vehicle I could get but they assured it was good, I trusted them only seeing pictures/ vehicle info with no test drive. I'm very unimpressed and disgusted

  

  Business response

  14/03/2024

  Thank you BBB for bring this matter to our attention. 

  We have to reach out to this client in the past couple days and have not received a response, please have the customer reach out to our Customer Care department at 1-888-867-2043 or email us at ************@********.ca.

  We anticipate the customer's communication and are committed to addressing and resolving their concerns. 

  Customer response

  14/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: my husband and I have been in contact numerous times with 401 auto and the matter is not resolved.  After everything I said and mentioned in my complaint you still haven't taken anything seriously in our opinion. I want written documentation of how your going to fix my concerns no more phone tag and run a rounds 
  
  Sincerely,
  
  ******* *******

  

  Business response

  20/03/2024

  Thank you BBB for bringing this to our attention.

  The clients vehicle is currently in for service and will be repaired by end of day, if the customer requires any further assistance please contact us at 1-888-867-2043 or email at ************@********.ca

   

   

   

  Customer response

  21/03/2024

  
  Complaint: ********
  
  Though I appreciate the effort finally to fix a few issues I addressed however EGR purge solenoid wasn't replaced and still making a noise. Trim roof molding still missing and when I asked for touch up paint for a very small chip in the front (i just requested the paint to fox myself  I didnt authorize your mechanic to touch up anything it looks so very unprofessionlly done and my whole car hood  now looks absolutely horrible and I'm paying alot on this vehicle.  Not impressed 

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

  

  Business response

  25/03/2024

  Thank you BBB for bringing this matter to our attention. 
  
  To better assist this client, we kindly request that they reach out to us via email at ************@********.ca or give us a call at 1-888-867-2043.
  
  We anticipate the customer's communication and are committed to addressing and resolving their concerns, this is our final resolution on this matter. 
  
  

  Customer response

  04/04/2024

  
  Better Business Bureau:
  
  I'm now satisfied with the business in reference to complaint ID ********, and find that this resolution is resolved 

  Thank you for finally fixing my vehicle. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  17/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from 401 Auto on Sept 29 2023 . I have had an engine light on since Oct 13 2023. I have brought the car back 4 times and the problem still is not fixed .

  

  Business response

  17/01/2024

  Thank you BBB for bringing this matter to our attention.

  *******,

  We sincerely apologize for any inconvenience you have experienced with your recent car purchase from 401 Auto.  We understand the frustration of dealing with a persistent engine light issue, and we want to assure you that we take this matter seriously. To address your concerns promptly, we would like to connect with you directly to gather more details about your experiences and discuss potential solutions. Please reach out to our customer service department at 1-888-867-2043 or email ************@********.ca so that we can initiate the necessary steps to resolve the issue to your satisfaction. Thank you for choosing 401 Auto, and we look forward to the opportunity to address and resolve your concerns.

• Initial Complaint

  10/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I puchased a car and signed all paperwork on december 19th, 2023. Since this date we have been given nithing but false information regarding our purchase and pick up date. We have been told on 6 different occasions now that our vehicle is saftied and licensed and ready to go. We have been told on 6 different occasions now that they have drives on their way to pick up the vehicle and deliver it to us. Every occasion something comes up and it is not delivered. Its saftied and ready, then its not. Its saftied licensed and ready, then its not. This has been going on for over 3 weeks now. We still do not have our vehicle, and have no answers on when we will get our vehicle. The ignore calls, emails, and text messages. And then when you do finally get intouch. We get fed a bunch of **** and told today you will get it and then we dont and its anouther week later no call no update no nothing. Nobody in the buisness knows what is going on. At one point they didnt even know where the vehicle was. Please help us resokve this issue as we are now going on a second car payment, dontbhave our vehicle and have no idea when we will get it. I have asked 3 different people to speak to the general manager in charge and have yet to speak with said manager. **** ******** ** ******* *************** Please help us.

  

  Business response

  12/01/2024

  Thank you BBB for bringing this matter to our attention.

  *****, 

  Thank you for bringing your concerns to our attention, and we sincerely apologize for the frustrating experience you've had with our dealership. We understand the importance of a smooth and transparent car purchasing process, and we regret that we have not met your expectations in this regard.

  We take your feedback seriously, and we are committed to resolving this issue promptly. We are currently investigating the situation to understand the root cause of the delays and miscommunications. Rest assured, we are actively working to address the problems and ensure that your vehicle is delivered to you as soon as possible.
  To facilitate a resolution, we will escalate your case to the attention of our General Manager, who will personally look into the matter and coordinate with the relevant departments to expedite the process. We understand the impact this delay has on you, and we will make every effort to provide you with accurate information and a realistic timeline for the delivery of your vehicle. If you have any questions please reach me at ************@********.ca. 

• Initial Complaint

  02/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  It all started on Saturday, December 2nd. I went to 401 Auto dealership Ottawa, where Blake G. and Petro M. assisted me. I explained that I needed a car, and they began to talk to me through the car buying and financing process. After providing my information and recent paycheck stubs, Petro made a call, mentioning that I was uncomfortable sharing my SIN (Social Insurance Number), which I didn't understand why and he told that its to get a better price. He then left with Blake, leaving me alone. Blake returned with a paper, asking if I could make a $1000 down payment and 295 biweekly or $2000 and another price(i dont remember), and I chose to pay $1000. I went to the secretary to make the payment and waited for Petro to bring the documentation for signing. He assured me not to be alarmed by the high numbers, as it was to improve my credit. He mentioned refinancing after 8 months with a better rate, and I believed them. They only told me the model, year, and mileage of the car, which was noted as 120,000 km, but I received it with 122,000 km. I never touched or saw the car, had no test drive, and only received documents to sign. Three days later, on December 5th, I messaged Blake at 8:43 in the morning, but got no response until I went to the dealership in person with two coworkers to cancel the deal. The supervisor told me that canceling wasn't an option, and if I wanted to cancel, I had to pay $3000 for the safety as the car was in process. He was rude and gave me no alternatives. They had promised that if I paid for car insurance that day, I would receive the car within the week. Unfortunately, they repeatedly ****, and it took two weeks to get the car. Moreover, despite promises, I'm still waiting for the $1000 refund. I feel taken advantage of as a newcomer to the country. The market value of the car is between $16,000 to $18,000, but they sold it to me for $27,000 plus 21.9% interest rate. I tried to cancel the deal within three days, but they refused, even though I hadn't seen or touched the car, and I was in tears in their office begging to cancel the deal. The contract doesn't mention cancellation, and I'm still waiting for the refund of the 1000 dollars cheque today, December 27th. I have texts, witnesses who confirm that they did not want to cancel the deal even though not much time had passed, to be exact 3 days plus they **** to me multiple times. And to finish, I am a 21-year-old refugee who has no family and who escaped from his country to a better place to start from scratch. These types of people did nothing but ruin my life and cause me depression, anxiety, and above all, all kinds of hopelessness. I know I don't speak much English, but that doesn't give them the right to take advantage and play with you their way. I hope this problem gets resolved.

  

  Business response

  03/01/2024

  Thank you, BBB, for bringing this matter to our attention; your support is always valued.
  
  We are presently looking into this issue and will contact the client once we have thoroughly investigated and formulated a resolution.
  
  For any further discussion on this matter, the client is welcome to contact us at ************@********.ca or call 1-888-867-2043.
  
  Thank you.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On August 28, 2023, the lease on my father’s car expired after a 3-month extension with Peterborough *******. We did not receive any notice of the extension expiring, since the regular payments came out of his account automatically and the extension payments did not– it went unnoticed. I began the buyout process October 5, 2023, meeting with Product Specialist Malgorzata W. who referred me to Business Manager Harmony N. I met with Harmony November 1, 2023, she explained the process to buy out the vehicle giving us the option of financing the purchase. And the car must be certified. we discussed my father’s dementia and she understood his condition I gave her my contact information not my fathers. I made it clear that if the credit was not approved, I would pay cash for the car. I understood that any charges or outstanding payments would be rolled into the purchase price. I emailed the credit app to Harmony Nov 4 along with a certified POA. She quoted $1000 to register a lien. I spent $1881.11 to have the vehicle certified. I presented the certification to Harmony, but she said it was not required until the purchase was finalized. Credit was denied because of the POA but ******* ******* has the POA on file and accepted it for the lease extension but would not accept for the purchase. I did not receive any notice of the credit being rejected. I made multiple attempts to contact Harmony. She did not return my calls or emails. If the dealership tried to call my father, he would not have known the phone was even ringing. As previously stated, I left my contact info with Harmony and on the credit application. On Nov 22/23 at approximately 3:00 p.m. a bailiff sent by *** seized the car no paperwork, business card or contact info left. I attended dealership at 3:15 same day spoke to General Manager Dylan L.l, the issue was between myself and ******* *******. I contacted ******* ******* and was told to contact *** who said "car was gone".

  

  Business response

  15/12/2023

  Thank you  Better Business Bureau for bringing this matter to our attention. 
  
  Regarding the mentioned client, our hearts sympathize with their situation. We want to clarify that we attempted to assist the client. Unfortunately, they had fallen three months behind in payments with ******* *******, making it challenging for us to intervene effectively.
  
  Regrettably, ******* ******* has repossessed the vehicle due to non-payment.  As it stands this is our final resolution on the matter. We extend our best wishes to the client in resolving the current situation, and we hope for a positive outcome. 
  
  

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Got my car July 28th and as soon as i was driving it home the breaks were squeaking so i texted my salesman and he said could be a rock and if it continued then to contact them. I did and took a day off of work (Aug 8th) for the service centre guy to tell me there’s nothing wrong and that my breaks are going to make that noise. he took it for a test drive and said he never heard the breaks which is funny because it happened every time you used the breaks. waited a week and contacted them again asking if we could switch out my break pads to see if that would fix the problem got told “sure let me talk to someone in sales and i’ll get back to you.” and never heard from them so i changed them out myself. Then a new problem started happening with my oil. my light on the dash would come on when i was making turns then it happened when i was breaking. go to check my oil and it’s empty so i fill it up and then 3 weeks later it’s empty again. nothing on the ground. my engine is making a bit of a ticking sound now too but i called them for a week straight everyday and kept getting voicemail then got a manager’s voicemail and still never heard back. also sent an email and nothing. Also had wrong sized tires and found out when i went to get my winter tires the other week.

  

  Business response

  12/12/2023

  Thank you BBB for bringing this to our attention,

  Dear ******,

  We appreciate you taking the time to share your experience, and we sincerely apologize for the challenges you've encountered with your recent car purchase. Regarding the oil issues and engine noise, we take these matters seriously as well. It's concerning to hear about your difficulties in reaching our service department. We understand the importance of reliable communication and swift resolution. Please contact our Customer Care department at 1-888-867-2043.

• Initial Complaint

  25/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a truck 1.5 years ago. It recently caught on fire. I only hade this truck a short time. I paid $48,588. But my insurance company is telling me it’s only worth $28,000 I bought the truck used. It was a 2018 ***** ***. I only put 30,000km on it so how did the truck depreciate so much in just 18 months. Also I always feel that the car dealer switched the truck on me. I bought it unseen over the internet. It looked nice we agreed on the price but when I got the truck it didn’t seem worth the money but I bit my tongue because I really needed it for work. But now that this has happened and now I’m going to get stuck with a $15,000 loan with nothing to show for it. It seems not fair. I would like the dealership to help me out of this jam.

  

  Business response

  27/10/2023

  Thank you BBB for bringing this to our attention.
  
  Dear ****,
  
  I'm truly sorry to hear about the unfortunate incident with your truck. It's indeed a distressing situation, and I understand your concerns about the insurance valuation.  We are committed to collaborating with you to discover a just resolution to this matter. Our General Manager, Elias, has made attempts to reach out to you for a more in-depth discussion. You can contact him at 705-400-8459, extension ***.
  
  Thank you,
  
  Christina S.

• Initial Complaint

  22/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Sept 14, 2023 I am doing this on behalf of my daughter ****** *****. I would like to start off by saying how very disappointed we are in the service she has received by this establishment. Especially since this is her 1st time ever tackling such a huge expense on her own. - The contract that she signed was on the agreement that she would be able to acquire affordable insurance in which she is not able to do. - The Administration fee of $1,495.00 is outrages and not good Business. - Charging $10.00 OMVIC Fee - Why did the Salesman take her $5,000.00 on the day of her signing the papers instead of honoring the contract and collecting it on the day of Delivery as stated on the contract. - After finding out that the Insurance on the vehicle in question was going to be too much. She immediately emailed the Salesman less than 24 hours later to let him know that she was unable to get insurance & to please cancel the sale & to return her $5,000.00. - After sending the email, instead of the Salesman being understanding of her situation, He sent a text back telling her to look more into other insurance companies to get a better deal. **** ** ********* ********** *** **************. I feel that is on the verge of ********** as the Manager even sent her a text stating the same thing as the Salesman. - Now this is the kicker… The manager called her today to let her know that they will not be returning her money. He did not offer any solutions. Just wiped his hands of this situation. **** ***** ** **** ********** ** *** *** **** ************* ** ******** **** ***** ****. Disigusting!! Your company Moto is: HONESTY, PASSION & INTEGRITY. From start to finish on this matter I have not seen HONESTY OR INTEGRITY OR PASSION . It also says on the inside of the portfolio given to ******…That the company is “committed to being the reason behind your smile.” There is no smile on ******’s face. Just worry, stress, sleepless nights & a lot of tears. .

  

  Business response

  02/10/2023

  We appreciate BBB for bringing this issue to our notice.

  Presently, we are in discussions with the client to find a resolution that works for both parties.

  If the client needs further support, please don't hesitate to contact us at ************@********.ca.

  Customer response

  02/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:they are only thinking of themselves & not the consumer. They tried to find me insurance but only if it suited them & not me. I have not taken possession of the vehicle due to insurance. I feel that they can refund my $5,000.00 and put the vehicle back for sale. However they are refusing to do that. They just want to take a 23 year old young lady who works part-time & goes to school part-time to court. That is my 1st time ever purchasing a vehicle. It has been the worst experience of my life. I now find it hard to trust anything that comes out of a salesman or Managers mouth. I just want my $5,000.00 so that I can get back to only worrying about school & work. 
  
  Sincerely,
  
  ****** ******* *** ****** ******

  

  Business response

  06/10/2023

  Thank you BBB,

  We have had a conversation with the client and have decided to nullify the client's legally binding agreement as an act of goodwill, even though we are not obligated to do so due to its legally binding nature. Additionally, we will return the deposit for the vehicle without any cost to the client. Should the client have any further inquiries or concerns, we encourage them to promptly contact our dedicated Customer Care Team at ************@********.ca.

• Initial Complaint

  07/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a 2022 *** ******* a week ago from the *** dealership. When the vehicle arrived for me to pick up there were scratches in 3 different places, a dent, and a piece of the driver’s side mirror had been broke and what looked like superglued back on, and to top it off I found condoms in the glove box. I also did not receive the charge cord for my new plug in electric. Today (6 days after taking possession of my new vehicle) I received a call from the sales associate, stating that none of the damages that were on my newly purchased vehicle would be fixed by the dealership, but the good news was I could pick up my charge cord.

  

  Business response

  08/09/2023

  Thank you BBB, we greatly appreciate you bringing this issue to our attention.
  We sincerely regret the difficulties you've encountered following your recent purchase of a pre-owned vehicle. We have made efforts to get in touch with the client in order to delve deeper into the matter and work towards addressing their concerns. Please feel free to reach out to us at 1-888-867-2043 or alternatively at ************@********.ca at your earliest convenience.
  
  Thank you.

  Customer response

  12/09/2023

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

  The original deal was not adhered to, and the claim of non disclosure on my part is not true. I took pictures of the entire vehicle for the appraisal, and on the picture sent showing the odometer the windshield is clearly cracked. A deal was made and after delivery and possession was taken not all parts of that deal have been honoured. 
  
  Sincerely,
  
  **** *******

  

  Business response

  18/09/2023

  Thank BBB for bringing this to our attention, 

  "We, the 401Group team, are presently in discussion with the Client to find a mutually agreeable solution. We encourage the customer to contact us at ************@******** for any additional concerns."

• Initial Complaint

  23/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Aug 2 2023 I picked up my “new” car and driving it home I noticed a couple things right away . The main thing was the significant smell of gas . I messaged the sales person right away to inform him of a potential issue . The next morning Aug 3 I had the car back there for 8 am when they opened . The odour of gas was significant enough that I started getting headaches and not feeling right quickly on the vehicle . The mechanic was called out and he said “nothing wrong with the car it’s perfectly fine” . I again said it’s not and there’s strong gas smell . The claim was that likely “ something spilled on the engine of cleaning product and that’s what I was smelling “ . This was of course not even close and there was still a terrible gas smell . That evening I couldn’t handle anymore and posted in a ******** group asking if anyone had gas smell issues with no leaks on ground and what it turned out to be . I was desperately looking for a direction to go with this . A couple mechanics messaged me and told me where to look . I did that immediately and sure enough there was the leak . It was the electronic file pump that sits up high beside the engine . I went back Aug 4 2023 and this time showed the mechanic where the leak was . After the Manager of the dealership hid in his office again for three hours refusing to see me they finally agreed there was a leak that needed to be fixed . I went home and a few hours later the call came in my vehicle was fixed . The top mechanic when questioned on his repair method said and I quote “ I’ve been a mechanic for 50 years and I have not been “ . I left madder then ever at the putty job that was placed on the leak to stop the gas . It was now the long weekend and nothing more I could do but suffer with the gas smell . Tuesday as soon as everything opened back up I headed to another garage who does safeties and asked for my vehicle to be inspected as soon as possible . The next day Aug 9th my new safety failed! Partial complaint !

  

  Business response

  24/08/2023

  We thank BBB for alerting us to this issue. 

  Presently, we're actively involved in taking measures to aid the customer and strive for a solution that ensures their contentment. It's noteworthy that we've already established communication with the customer and are awaiting input from our dedicated business manager regarding the resolution procedure. Our strong commitment to honesty and great customer service remains unchanged. Our skilled business manager is leading the effort to address the concern and ensure the customer is satisfied.

  We'll keep you informed with updates as soon as we hear back from our general manager.

  We're truly thankful for your trust in us to handle this situation. Your support means a lot, and we're determined to resolve the matter according to our core principles and future goals.

  Customer response

  24/08/2023

  
  Complaint: ********
  
  I am rejecting this response because I have not heard from the company in anyway regarding this complaint so I’m not quite sure why this response from the company was given . I personally have reached out numerous times to the manager of the location I purchased this vehicle from and he not only hides in his office but he does not even take my calls . That is why I have went alternative measures because I have gotten no where internally. 
  
  Sincerely,
  
  ********* *****

  

  Business response

  05/09/2023

  We appreciate BBB for bringing this issue to our notice.

  At the moment, we are actively engaged in discussions with the client to find a collaborative resolution. If you have any additional inquiries, dear client, please don't hesitate to contact us at ************@********.ca as we strive to resolve this matter together.

  Customer response

  20/09/2023

  
  Complaint: ********
  
  I am rejecting this response because literally the only thing I have asked for is a new high pressure fuel pump and 401 Auto will NOT authorize one . Please don’t act like you are doing anything as that’s NOT true . You are a million dollar company who values its customers at zero dollars . This part is $1500 from Mazda and you refuse to authorize it while I drive an unsafe vehicle that was sold by one of your dealerships . This could have been fixed 6 weeks ago but instead your greed is more important than a persons life  . I will NOT budge on this so stop saying you are trying to fix it when you have done NOTHING at all . Don’t worry though now the mechanic wants to put it through the warranty and fraud that way . Your company is beyond shady. My car will be a billboard ,I’m done playing these games and being the nice one while you do nothing and your customer suffer for your negligence. One more thing , go back and read YOUR Vission and Mission statement. 

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

  

  Business response

  27/09/2023

  Thank you bbb for bring this matter to our attention.

  Thank you for getting in touch with us. We highly value your follow-up and appreciate the feedback you've provided.
  
  We sincerely regret the difficulties you're presently encountering with your pre-owned vehicle. We acknowledge that you acquired the vehicle on August 2nd, and we understand that you also secured extended warranty coverage.
  
  Please be aware that once you take possession of a used vehicle, we are not obligated to perform repairs. However, with your warranty in place, you have the option to file claims according to the terms outlined in your warranty agreement. This coverage allows you to address specific issues specified in the warranty. If the necessary repairs fall outside the scope of the warranty, you would be responsible for the associated costs.
  
  It's crucial to understand that the vehicle you purchased was pre-owned, and it was sold to you with the assurance that it met the necessary requirements for MTO certification at the time of purchase. We've fulfilled our commitment by ensuring the vehicle met those standards. Moreover, we've facilitated the financing as per the agreement made during the purchase.
  
  We recognize your frustration with the current situation, and we genuinely empathize with you. Please know that we are here to assist you in any way possible to help resolve the challenges you're facing.
  
  If you have any further questions or concerns, please don't hesitate to reach out to us at ************@********.ca. We're dedicated to addressing your concerns and providing the necessary assistance.
  
  Thank you for your understanding.

*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. ↩