ComplaintsforOakville Chrysler Dodge Jeep Ram Ltd

• Initial Complaint

  18/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I put a deposit on a vehicle October 1st, 2023. After weeks ** **** *** ********* ************ games with the bill of sale the car was delivered. It broke down outside their dealership. Prior to this they had been made aware of safety related issues that were apparent pre-purchase that they were to action as part of our contractual agreement. They were willfully negligent, once again delivering a vehicle with known and admitted safety issues they refused to action. OMVIC had requested a secondary inspection be performed by an independent dealer. This inspection identified SIGNIFICANT and DANGEROUS SAFETY ISSUES which put myself and other motorists into harm's way, findings which were confirmed by an additional inspection by an agent of the MTO. The MTO agent then subsequently removed the license plates and deemed the vehicle UNFIT due to the extent of the violations. The repairs were then completed totaling over $8500, with significant additional expenses and hardships our family incurred along the way. The dealer offered three options; return the vehicle for a refund, bring it in to them again for another look, the third option being to keep the vehicle and have a third party inspect it for safety issues then present them an estimate. Although this dealer wasn't in a position to dictate what my options were, my next steps closely aligned with one of the options they had suggested - independent evaluation. As mentioned above this was completed and the findings were egregious. The dealer was contractually obligated to provide the vehicle certified to MTO standards. They were given multiple opportunities, failed, and also released an unsafe vehicle knowingly and admittedly onto our roadways. MTO charges have been filed. OMVIC charges are pending. While both agencies recognize the severity of the situation and have / will be filing charges / taking other punitive action, they are limited in how they can assist in the consumer space for cost recovery.

  Business response

  22/12/2023

  We've attempted through multiple communications to take the vehicle back and offered a total refund which the customer kept denying. 

  Customer is adamant about us spending whatever it takes to make his vehicle perfect.  He purchased the vehicle for approx. $13k and expects us to pay $11k in additional repairs.  This is not a sensible solution and we've attempted time and time again to buy the vehicle back and refund his money in full. ***** ******** *** ************** ******* ** ********* ** ************** *** ******* *** ******* *** * ****** ********** ******** *******

  Unfortunately and at this time there is not much else we can offer.  

   

   

  Customer response

  22/12/2023

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

  Oakville Chrysler accepted my offer and held my deposit.  I made life decisions based on our agreement.  It was to be a simple exchange of $15,500+tax for the certified vehicle in question.  After many delays *** **** the vehicle was delivered four weeks later.  It was not in the condition we agreed upon to in the contract, the polar opposite in fact with it breaking down outside the dealership to which they responded "Tow it to your mechanic".  They were given multiple opportunities to take corrective action, including attempts to avoid having MTO and OMVIC intervene, and refused.  Stubbornly and to their detriment both MTO and OMVIC are in the process of taking punitive action against Oakville Chrysler.

  It's not about the vehicle being 'perfect', it's about the vehicle meeting MINIMUM SAFETY STANDARDS as defined by the MTO.  The business was CONTRACTUALLY OBLIGATED to provide the vehicle in this condition which they failed to do, admittedly and verified by an independent party and agent of the MTO.  Oakville Chrysler was caught in act being willfully negligent - this doesn't give them the right to alter the terms of our contract.  A party cannot materially or unilaterally change the terms of a contract without agreement from the other party.  I do not agree, I do not accept, I reject their response.  *** ******* ** ******** ******** **** ******** *** **** ****** ***** ** * ******* *** *** ******** *********** * ******** **** **** *******
  
  **** ** *** ************ *** ****** ** ********* ** **** ***** ** ***** ***** ** ********* ***** **** *** ********** ******* **** ** ****** **** * ************ ********** ** ****** ** **** ******* ** **** ********* *** ******* ***** *** ** *** ******** *********
  
  Sincerely,
  
  ***** ****

  Business response

  08/01/2024

  Contrary to all of Mr. ****'s remarks, they are factually untrue. 

  We did stand by our agreement by providing you (the consumer) the option of a full and undisputed refund for the vehicle, including any expenses related to his breakdown.  Mr. **** is refusing the refund because he had an agreement to purchase the vehicle and as such this agreement encapsulates all future issues with the vehicle .  We cannot be responsible for any breakdowns which are an obvious and inherent risk with buying any used vehicle, and it is highly unreasonable for us to spend $11,700 repairing a vehicle which was purchased for $15,500.  As such, we offered Mr. **** the option of returning his vehicle for a full refund which he continues to reject.  

  This scenario is no different then a consumer engaging into a purchase agreement with Oakville Chrysler only to cancel the agreement before delivery, we legally and reasonably can only demand our direct out of pocket expenses which were a direct result of the cancellation.  We cannot force the customer to pay us for the entire vehicle or force them to take delivery despite the agreement he/she signed.

  Mr. ****'s demands are beyond the scope of normalcy or reasonability, we can only be held responsible for the total value of the vehicle and we would have been happy to take it back and make him whole.

   

   

   

  Customer response

  10/01/2024

  
  Complaint: ********
  

  If Oakville Chrysler stood by the agreement the vehicle would have been delivered certified, which it was not.  Standing by the agreement doesn't mean attempting to change the terms of a contract when inconveniently caught ************ signing a safety certificate and releasing an unsafe vehicle onto our roadways.  The repair costs you're quoting are inaccurate and disingenuous - you're quoting retail rates (which your team could have completed in house for a fraction of the price) in addition to diagnosis fees, a secondary safety and damages I was seeking, all of which would not exist if not for your willful negligence.  Regardless of trying to ************** inflate the numbers for optic purposes it does pose an interesting question - at what dollar value does your team just start ignoring dangerous safety issues and ************ signing safety certificates in favour of your bottom line?
  
  The contract was for a certified vehicle - you failed to uphold your end, in addition to multiple other failings along the way.  You are in breach of contract.

  ***** ****

  Business response

  16/01/2024

  Mr. ****,

   

  Respectfully we have already stated our position and we obviously do not agree with your position and you do not agree with ours.  There is not much else left to say at this time.  

   

   

   

   

   

  
  
  

   

  Customer response

  22/01/2024

  It appears we will not be able to reach an agreeable resolution through this channel.
  

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