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:29/10/2024

  Type:Service or Repair 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.

  They sold my brother a vehicle certificate and safetied and not even a week later the vehicle blew up and started smoking now they are giving him the run around about them fixing it and or giving his money back **** ******* ************

  

  Business Response

  Date: 30/10/2024

  spoke to everyone involved 

  A coolant hose had came lose and emptied coolant. 
  We removed intake and check and replaced the oil cooler gaskets,
   replaced the *** sensor
  Replaced the thermostat 
  And hose clamps 
  Aswell added in some Headgasket conditioning into coolant due to driving while over heating.  (Yesterday I believe and vehicle is being driven to confirm) 

  Customer called Thursday around 5pm saying his car wont start, when asked what happened he explained he saw it over heating and kept driving it eventually came to a stop and would not turn on. My guess is cylinder head protection.  
  He was in ******* area, we have vehicle towed back at our expense. And brought it. 

  This vehicle is fixed at no cost to customer 

• Initial Complaint

  Date:06/05/2024

  Type:Service or Repair 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.

  Absolute nightmare to deal with. I got my car less than a year ago and the transmission needs to be completely replaced. I brought it to them within 3 months of having my car to tell them something was wrong with the transmission and they brushed me off and said nothing was wrong. Now Ive had it for 8 months and it needs to be fixed. I also had to do the brakes shortly after getting my car because they were in such bad condition (even one of their mechanics said so). I am not sure how this car got safetied. ****** also tried to gaslight me saying things like this (the transmission going) is completely normal after driving it for 8 months. This is NOT normal. I let them know I needed a courtesy car which they have but apparently are not supposed to according to their insurance. ****** said itd be easier just to reimburse me for my rental. Now hes refusing to cover the two weeks I need the car for and will only cover one. He says this is what we agreed on but it is not. After spending 18,000$ at a business you would think that the business would take care of you, especially less than a year in. A lot of the cars they sell are not safe (look at other complaints/reviews) and they should really be investigated. It seems like this business takes advantage of young people looking to buy cars. Especially young women.

  

  Business Response

  Date: 07/05/2024

  Customer and service manager just spoke and the vehicle should have transmission change and ready by Thursday 

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 21673457
  
  I am rejecting this response because:
  While Ive never had problems with the service manager and my car should be done Thursday, this doesnt change or rectify anything in my complaint. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/05/2024

  Sorry to hear you feel this way, but unfortunately we do not make or manufacture vehicles and we have done our best to ensure your problems are all taking care of as fast as we could do it  

• Initial Complaint

  Date:25/04/2024

  Type:Service or Repair 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 finance a 2016 ******** benz C300 from 5star dealers and I drove the car off the lot on 15 of March and after ******************************************************************************* the dash I immediately call the dealer and complained that I do not want that car because it's already acting up and it's only been 10 minutes since I bought it and the sales rep said the shop is closed untill next business day which was Monday 18th of March so I took it back asking for a switch out of car and the told me it won't happen so I tried to talk to the manager and he said I'll never get a nee car but they'll fix it so this is what they do to customers sell us a bad vehicle and expect us to take it back to sit in their shop for weeks while we stressed and depressed because they told me I could drive to car untill they get parts cause they fixed it which they didn't because as soon as I drove out the second time the car developed a different problem and I had ro take it back a day after and within a week after they keep the car I went and pick the car up again I started smelling has in the car the eco mode doesn't work blind spots doesn't work ***** riped headrest doesn't work the car bucks a few times before driving properly the front passenger seat makes noise when there's no passenger in front seat so I rook the car back again then weeks after I've been calling about the car and getting different answers from manager and mechanic so after 3 weeks of having the car at the shop they said the car is fixed so I can pick the car up and drive untill they get parts which they've ordered for over 3 weeks then I'd take it back for installment but as soon as I drove home and open the sunroof the following day it was broken and wouldn't close so I got realy stressed and depressed an took the car back and ever since last week I still didn't get a call about the car so I called and the mechanic told me it's not untill 30th of April before the car gets into the garage for fixing

  

  Business Response

  Date: 26/04/2024

  After speaking to Service and sales, the customer came to our *************************, picked out a vehicle, test drove it and asked us to do the financing through a lender and purchased the vehicle. Unfortunately we do not manufacture the vehicles or finance them, We sell the vehicles which we did and it was 100% safetied. After taking the vehicle home the customer called back and said that the back seat had a tear , pas head rest adjust did not work,, aux battery did not work, and the adaptive cruise lane assist radar did not work. The car was brought back to service and the seat tear, pas head rest adjust and aux battery was fixed and the customer was told it would take awhile to find the adaptive cruise lane assist radar but the car could be driven until service got on in. After numerous phone calls explaining it would take time to get this radar part in and the car was fine to drive until we got one in, the customer came and took the car only to bring it back saying the roof does not work now which it did on delivery. Service is looking at what the problem is with the roof and should have the radar part in by 29 Apr - 1 May at which time the vehicle has to go to ******** to be programed. Service has spoken to the customer numerous times somedays 2 to 3 times a day explaining everything to him including there was no problem driving the vehicle until the radar part arrived. As said before unfortunately we do not make these vehicles and they are mechanical and electrical  and will break down and Service is trying there very best to fix all concerns as soon as possible. If the customer needs any further up date he can can service and will be advise on the situation and up dated as he wants and service will get the Radar done as soon as the part arrives 

   

  

  Business Response

  Date: 26/04/2024

  I was just informed by Service that the roof is fixed, so the customer could come and get the car until we received the Radar part and we will get it back to install it and take to ******** to have it programmed 

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21622389
  
  I am rejecting this response because                 the dealer did not explain all the complaints I made to them neither the complaints I made ro you the bbb and and the ************* vehicle council, I also complaint about the smell of gas inside the car which is still happening over and over again the car still bucks and the sun roof wasn't working before since I drove the car off the lot the first day I could only opened the sun roof once which was that last time since the weather was alway bad, another thing is the dealer state that I did a test drive of the car but I did not because I got to the dealer late so the sales rep told me he was about to leave so all we did was start the car and check for engine sounds and then started the paper work and I also complained that the odo meter reading was different on documents from the reading on the dash yet the dealer told the finance department that after I leave the dealership with the car on Friday 15th of March to ******* then took it back to the dealership on Monday 18th of March that I put a 1000 k on the dash n that's impossible since I only drove to ******* for family dinner and the vehicle was parked all weekend until u drove back to ******, if you take a look at 5star dealership reviews you will see how they treats customers, myself and all the other victims that are being scared by 5star dealers, they sold defective vehicles with the expectations of the customers taking it back parking it in their shop for weeks/months of repairs and it is injustice. Must be fixed 

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

  Customer Answer

  Date: 02/05/2024

  The sun roof did not fixed they get it to closed and told me they ordered a new thing for the roof which they have no idea when they'll be getting it so while driving the car it's making this realy annoying sound as the wind is coming inside through the sun roof, no one shoukd have to pay 35k for a vehicle and having all these discomfort that I'm experiencing it is frustrating realy fed up and wanting this matter to be resolved asap. Thank you

  

  Business Response

  Date: 03/05/2024

  Once again we do not make the cars and our trying our best to help the customer and as soon as the required parts arrive they will be contacted and given top priority to fix concerns, Please advise customer that ******************** is not a forum to use to communicate back and forth and in future if they would like an update just please call service. 

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21622389
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:01/04/2024

  Type:Service or Repair 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.

  March 20,2024 I signed papers for a truck. They harassed me about having insurance on it by no later than 11am Friday March 22 so they could license it, I was also told the humming noise which turned out to be the rear differential, brakes, and a few other things would be fixed by Monday/tuesday (March 25/26) for and ready for pick up later Tuesday afternoon. They text me Monday morning saying the truck was ready for pick up so I tried to confirm everything was fixed which I was then informed NOTHING had been done. So I refused to pick up the truck until its fixed, they then told me if I could pick it up that day (Monday March 25) they would call me and let me know when the new rear differential was in, I told them Im not driving it from ****** to Woodstock and back to ****** the following day which is when the part was supposed to be in. Ive had to message them numerous times a day to get 1 answer a day, they did not answer me at all Thursday March 28, and still have yet to answer me April 1st as of 11am, I am now about to start paying on a vehicle that I dont even have! The lack of communication is unacceptable! And the pushing to take possession of an UNFIT vehicle is even more unacceptable! Im now going on almost 2 weeks since signing papers, and a week since they tried getting me to pick up an unsafe vehicle knowing I have kids!

  

  Business Response

  Date: 01/04/2024

  Sorry to here this, I have spoken to Service and the Service manager will contact you with an ETA on your part an ensure you are updated in the future 

• Initial Complaint

  Date:30/03/2024

  Type:Service or Repair 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.

  Bought vehicle in August 2023 Within 500km of driving, totally lost control of vehicle due to an extremely poor safety and power steering failure while travelling with all 7 seats filled Less than ****** km we put on our vehicle and the transmission, torque converter, transfer case, drivetrain, steering pump have all failed.The SUV is mechanically unsafe to drive and now my family of six including four children have no vehicle as the dealer and service will not talk and just pass on defunct information to try and not get any repairs done The cost and removal and installation of a rebuilt transmission for my vehicle isnt something they will fix as its over their allowed amount Sadly we are left paying 310$ bi-weekly for a parked LEMON with 131,300km on a premium AWD black 2015 Buick Enclave There is nothing our family can do and has put is so far in debt that we cannot sustain to continue paying for a vehicle that is by far the worst in all of my life that I have ever purchased Upon sales to us of the vehicle was high pressure push to purchase that moment it was test driven

  

  Business Response

  Date: 01/04/2024

  Service Manager contacted customer who states is happy 

  Customer Answer

  Date: 01/04/2024

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

• Initial Complaint

  Date:29/03/2024

  Type:Service or Repair 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 bought a ram 1500 truck from 5 start dealers. I sign the bill of sale on February 26th 2024. I picked up the vehicle on February 29th.i was upset because of an extra charge of $70 (gas) on the bill of sale which our sales rep had said would be free of charge. He offered a free set of tires which I agreed to. He said I could pick them up the following weekend. I live 1 hour drive one way from this dealership. After I was home already I received a phone call from ibram (our sales rep.) ******* I had to come immediately to pick up the tires and he admitted that they had sold me a truck with studded tires. I couldn't come right away because of the distance so we agreed I would come the following weekend. The entire week I had migraines so I looked closer at the truck and realized it was leaking exhaust through the vents. I called and spoke to the manager and explained that the safety that was done on the truck was fake and it was not up to code. The agreement was that I would bring the truck up Saturday and leave it till Tuesday and that would give them time to go over the truck and fix the exhaust and anything else. I picked up the truck Tuesday March 13 and quickly realized it was still not up to code so I took it to another mechanic to get a full list of what it needed. This is the list I was given on March 27 by *********************: no License plate light, inner tie rod passenger, lower control arm drivers and passenger due to ball joint play, hight passenger side beam burnt, reverse lights inoperable.

  

  Business Response

  Date: 01/04/2024

  Sorry to hear about this, I have spoken to service and was advised that we did an appointment with the customer on 9 Mar and tires were replaced, did new pads and rotors for their inconvenience and all other concerns were taken care of at no cost to the customer and the customer was advised the rear plate light was on order and would be delivered to free. As far as the Gas goes, everyone is charged for gas put in the vehicle on the bos and the finance contract so the free gas statement must have been a misunderstanding as this has never been mentioned before by any other customer. Our Service Manager will be following up with a phone call on this complaint 

  

  Business Response

  Date: 01/04/2024

  Sorry to hear about this, I have spoken to service and was advised that we did an appointment with the customer on 9 Mar and tires were replaced, did new pads and rotors for their inconvenience and all other concerns were taken care of at no cost to the customer and the customer was advised the rear plate light was on order and would be delivered to free. As far as the Gas goes, everyone is charged for gas put in the vehicle on the bos and the finance contract so the free gas statement must have been a misunderstanding as this has never been mentioned before by any other customer. Our Service Manager will be following up with a phone call on this complaint 

  

  Business Response

  Date: 01/04/2024

  Sorry to hear about this, I have spoken to service and was advised that we did an appointment with the customer on 9 Mar and tires were replaced, did new pads and rotors for their inconvenience and all other concerns were taken care of at no cost to the customer and the customer was advised the rear plate light was on order and would be delivered to free. As far as the Gas goes, everyone is charged for gas put in the vehicle on the bos and the finance contract so the free gas statement must have been a misunderstanding as this has never been mentioned before by any other customer. Our Service Manager will be following up with a phone call on this complaint 

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21503776
  
  I am rejecting this response because:

  I do not want a "amazon" light.  I want the holes drilled properly and lights installed just like every other vehicle.  I want the safety to be up to code as is your legal responsibility.  I want to be compensated for extra fees I've had to pay including going to another mechanic for an official list.  Because I no longer trust your business I would like to take this truck to a mechanic of my choice and your company can pay the bill
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/04/2024

  Service manager has tried to contact customer numerous times and went to voice mail. Customer will have to call Service manager to get anything resolved on this matter as we can not reach them  

• Initial Complaint

  Date:18/01/2024

  Type:Service or Repair 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.

  Paid $3000 deposit and $412 per month. Car has broken down 4 times since purchased on Oct 18 2023. They have had the car in for repairs more than I have had it at my home.Manager (******) has been rude and unwilling to help. Vehicle is under 2-year warranty which I paid extra for. Manager won't give me a definite date for repair and won't give me a loaner when it is in the shop.I'm a single mother with 5 children and I desperately need this car. I feel that they are really taking advantage of my being a woman.I don't feel safe driving this car, even after they have repaired it. I would prefer that another reputable repair ******** my car and bill 5 Star for the repairs that they should be responsible for.Please help me get this situation resolved asap. Thank you so much.

  

  Business Response

  Date: 19/01/2024

  It is unfortunate that this has happened to the vehicle you purchased but we do not make the vehicles and unfortunately they break down. We have assisted and pick her up. We did give her a loaner when the engine was done and we are fixing the transmission at no cost to her. The service manager spoke to her Wednesday and told her it should be fixed by end of next week and she said ok thank you as asked if it would cost her anything and was told no it would not.

  Once again we are sorry about the problems you have experienced with your vehicle and we are trying our best to fix these issues as soon as possible 

• Initial Complaint

  Date:21/12/2023

  Type:Service or Repair 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 bought a **** Escape from 5 star by referral. We have called them at least 10 times to **************** bonus for the person who referred me. They keep saying itll be done by then end of the day or well call you back which they never do. Its been 4 months since I bought my car and she still hasnt received it. On the other hand the car has SO many issues from the start. Sensors are faulty, the four ways randomly flash, the gas cover was rotted and fell off, the brakes clunk and grind, and now the car is severely sputtering to the point I cant safely drive it.

  

  Business Response

  Date: 21/12/2023

  I am sorry to here about all this, please contact our sales manager with the name and address of the person that referred you and we will have a cheque sent out immediately. As far as the problems you mentioned, please advise who and when you talk to about these issues and I will look into it. 

  Customer Answer

  Date: 21/12/2023

   
  Complaint: 21039928
  
  I am rejecting this response because:
  We have repeatedly tried reaching the sales manager ****** for over a month now with no response. He doesnt come to the phone when he realizes whos calling and he has not returned any calls he was supposed too. Other sales people have said they would have it completed within a day and again nothing was done. My number is ************ for the sales manager to call me. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 22/12/2023

  ****** tried calling but went to VM so he texted to advise that a referral has been sent to *****. 

  Customer Answer

  Date: 22/12/2023

   
  Complaint: 21039928
  
  I am rejecting this response because:
  The referral has still not been received
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/01/2024

  
  Complaint: 21039928
  
  I am rejecting this response because:
  The referral has still not been received
  

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

  

  Business Response

  Date: 02/01/2024

  This does not make sense as we have proof that this was done on 22 Dec 23 with ***** even confirming on the phone

• Initial Complaint

  Date:11/11/2023

  Type:Service or Repair 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 bought a car at 5 star dealers - started signing papers for 1 car that was sold and promised another that was sold so settled on our **** flex car was promised in 1 week - took 3 and our salesman was extremely rude, never knew what was going on and rarely replied our car was given to us and told that there were touch *** that needed to be done and a seat motor and clips to be ordered for interior - this was 3 months ago Ive called 35 times since with no answer reply from anyone including my salesmans personal number engine light on and coolant leaking HAVE WARRANTY need fixed and no reply still

  

  Business Response

  Date: 14/11/2023

  Our service manager tried calling numerous times and finally got through today and are coming in for an appointment on 23rd because of a C.E.L an seat clip to secure side plates, so hopefully everyone one will be happy  

• Initial Complaint

  Date:12/10/2023

  Type:Product 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.

  Please refer to the attached document.

  

  Business Response

  Date: 13/10/2023

  Customer purchased vehicle 17 May and later had the vehicle towed back to our service due to lack of power steering which had no warranty but we replaced and installed a steering rack for him and he stated he barely drove the vehicle and wanted new tires when in fact he had driven the vehicle over ***** kms. The customer is always welcome to contact our service to negotiate purchasing used tires at our cost