ComplaintsforPrio Auto Sales

• Initial Complaint

  14/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Its been about 4 months since into my delivery, and I have had to take preventative pre-bankruptcy steps to get out of this mess. I am now left with 2 vehicle payments and 2 mortgages to stay afloat. I purchased a used Land Rover from Prio within 2 months of purchasing the vehicle with the so called "warranty” I was left with 25-30k in uncovered repairs, a completely destroyed engine, a cracked block and a blown Turbocharger. About 30 days after the purchase I was commuting daily for work and had to bring the vehicle to a Specialist after it began making horrible noises, they stated the Turbocharger was faulty and had to be replaced at a cost of around 15k. I spoke to (sales) who replied via text with “I sold you the car 9n behalf of the company buddy. YOU CHOSE IT. You have an issue-deal with the owners of PRIO” I then asked (Financing) separately if he could help as it has only been a month He replied “call my friend “so and so” have him put a "temporary" fix on the vehicle, and bring it back with another 10k to put towards further financing for another vehicle and he could help me out.. Big red flag… I then spoke to the Manager amd provided him a written invoice and was told “the best we can do is help you find some parts”, I replied I had no issues finding the parts and He stated “did you buy the warranty”, I answered that the warranty Prio sold me only covers up to a max of 1500$…. He had no answer for me and didn’t offer any further insight, advise or opinion. Only a few days later, both engine/turbo had a sudden and complete catastrophic failure and needed a complete ground up replacement of more the 30k in repairs including a crate Engine, Turbocharger, plus installation. Prio offered me no short or long term solution. I had no choice but to take a second mortgage on my home to cover the entire cost of the financing of the Land Rover to be able to pay off the vehicle in full and secure the financing for a working vehicle. My LR is now scrap metal.

  Business response

  05/04/2024

  Dear *** Representative,
  
  Thank you for forwarding the complaint filed by Mr. **** ******** regarding their purchase of a 2017 Land Rover Discovery Sport from our dealership. We appreciate the opportunity to provide our perspective on the matter and address any concerns raised.
  
  Mr. ********'s complaint revolves around the warranty coverage and subsequent repair process for the vehicle in question. Allow us to present our side of the story for comparison:
  
  1. Vehicle Purchase Date and Warranty Coverage: The vehicle in question, a 2017 Land Rover Discovery Sport, was purchased by Mr. ******** from our dealership on August 15th, 2023. At the time of purchase, Mr. ******** was informed, both verbally and in writing, about the standard 30-day warranty offered by our dealership for used vehicles. Additionally, he opted to purchase a third-party extended warranty, providing coverage for the next 3 years or 36,000 kilometers.
  
  2. Repair Process Guidance: Following Mr. ********'s report of issues with the vehicle, we advised him to first contact the warranty company to assess the coverage for the required repairs. This guidance is standard practice to ensure proper evaluation and adherence to warranty procedures.
  
  3. Inspection and Recommendations: Records indicate that an inspection conducted by the warranty company's recommended service provider identified specific issues related to the turbocharger and oxygen sensor. While these repairs were recommended to address the reported concerns, Mr. ******** chose not to proceed with them at that time.
  
  4. Continued Communication and Preferred Repair Venue: Despite the availability of warranty coverage, Mr. ******** insisted on seeking repairs exclusively from a Land Rover dealership, citing an estimate significantly higher than that provided by the warranty company's recommended service provider.
  
  In conclusion, we have consistently advised Mr. ******** to follow the established warranty procedures for resolving issues with his vehicle. We regret any inconvenience experienced by Mr. ******** but maintain that our dealership has provided clear guidance and support throughout the process.
  
  We remain committed to resolving this matter amicably and assisting Mr. ******** in utilizing the coverage provided by his extended warranty for the necessary repairs. Should you require any further information or clarification, please do not hesitate to contact us.
  
  Thank you for the opportunity to address this complaint, and we appreciate your attention to this matter.
  
  Sincerely,
  
  ******* ****
  ******* *******

  Customer response

  05/04/2024

  
  Complaint: 21434499
  
  I am rejecting this response because:
  

  I have a few concerns following the response from Prio, please see them below:

  1. The vehicle was originally towed to a Land Rover dealership in montreal as i was stranded there after breaking down. They provided a visual inspection however were never asked by myself, nor did they provide a quote to prio or the waranty company.

  2. The quote provided to Prio as well as the waranty company was from a Land Rover repair shop named  ***** ********** in Ottawa, not a dealer. Only 2 places service Land Rovers in Ottawa being ***** ********** and the Land Rover dealership. I opted for Shore as they were reputable, less expensive and the prefered shop agreed upon by the waranty company.

  3. When a service light originally became lit i brought it to ***** ********** right away, they serviced the vehicle, inspected the engine and test drove it as well. They had stated the Turbocharger had a fault and would need to be replaced however it was safe to drive until the new part arrived.

  4. when i submitted the quote I was told the maximum claim amount from the Prio Automotive waranty provider was only 1500$.

  5. Shortly afterwards my engine suffered a catastrophic failure of all parts totalling more then $10,000 dollars, once again, only a total of $1500 would be covered for the total of all repairs.

  6. At no point did the ******* ******* advise me of how to proceed, only that they might be able to help me source a new engine if needed. 

  7. When i spoke to the Sales Manager regarding my situation i was told to call one of his friends, place a temporary fix/bandaid on the vehicle to remove the light, return with a further $10,000 dollars and he may be able to help me trade in my vehicle for another vehicle. I would have to include all negative equity within the new finance terms.

  8. I believe concern #7 was what Prio staff had done to the vehicle prior to the sale of the vehicle to myself and they were aware that they vehicle had issues that would arise once the vehicle had left the lot.

  Sincerely,
  
  ** ********

• Initial Complaint

  25/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  • Car purchased January 12th. While driving from dealership check engine light came again. • Vehicle returned January 15th to address the check engine light. Was informed they replaced the catalytic converter - following this the engine light again came on. • Vehicle was returned to Prio at least 1 additional after January 15th. • January 20th the vehicle was taken to **** for diagnosis of check engine light. • **** reported that the catalytic was faulty and also sensors should be replaced. • Vehicle taken back to Prio Auto Sales where they ordered and replaced the o2 sensors. • Following replacement of o2 sensors the engine light came on again. • Vehicle was returned **** dealerhsip for additional diagnosis. Report stated the catalytic converter was faulty. • Additionally **** service deparetment noted more issues with vehicle: • Faulty Car Battery, needs immediate replacement-approx cost $804.48 • Steering/steering linkages-both inner tie-rod bellows are torn and have a holes. Replacement requires alignment-approx cost $655.15 • Exhaust System (leaks, damage, loose parts) - approx cost $172.55 • Replace alternator pulley-due to leaking grease-approx cost $902.54 • Replace front backing plates cracked/broken-approx cost $1075.91 • Replace engine mounts-leaking engine mounts-approx cost $3103.38 • Replace catalyst-recommend to replace the catalytic converter and associated hardware - P0420 fault in ECM-approx cost $4806.09 Prio Auto Sales sold me the vehicle with all of these issue. The only reason why I now know about them is because of the diagnosis done by the **** Service department Link to multi point inspection provided by **** here: ************************************

  Business response

  05/03/2024

  Hello,
  
  It's important for Mr. ******** **** to understand that it's not feasible to turn a 2016 **** ** into a brand new vehicle. Typically, franchise dealerships tend to provide estimates exceeding $5000 for any used vehicle inspection, regardless of its condition. In this instance, while they may recommend part replacements, it doesn't necessarily mean they are mandatory.
  
  If Mr. ******** **** desires a vehicle with all parts in pristine condition, we suggest considering the purchase of a brand new **** **. Otherwise, achieving such a standard would be unattainable. Additionally, we advise seeking inspections from regular mechanics rather than franchise dealerships, as the latter tend to inflate bills, exemplified by ****'s practices.
  
  Regarding the issue of the engine light illuminating after prolonged drives, we were initially unaware as we don't typically undertake extensive journeys with these vehicles. Despite our attempts, even the **** dealership couldn't pinpoint the cause, despite replacing the catalytic converter.
  
  We required additional time to rectify the issue, which Mr. ******** **** initially hesitated to grant. However, upon agreeing to leave the vehicle for an extended service period, we successfully identified and rectified the glitch through reprogramming. Ultimately, there was never any inherent fault with the vehicle.
  
  Thank you

  Customer response

  06/03/2024

  
  Complaint: 21344832
  
  I am rejecting this response because:

  I have text messages and emails that prove I made my vehicle available each time Prio Auto Sales requested. What Prio Auto Sales fails to mention is that on February 20th after the 2nd service appointment with **** the ******* *******, *** ****, told me at the very last moment that they would need my vehicle for several days. Prior to this date I had informed them that I needed the vehicle as I was moving in a few days. I told *** that they could have my vehicle for 2 full days to perform the fix recommended by ****. However, Prio Auto Sales took my vehicle on February 20th and let it sit on their property for 2 full days, when I contacted them on February 22nd I was told they didn’t service my vehicle. Again, my vehicle sat on their property for 2 days without any updates to me to let me know that they could / could not service the vehicle in the  timing I had provided. I have emails and telephone voice recordings to prove these facts. 
  The vehicle was checked by **** service department on 2 different dates and both reports from **** clearly state that the Catalytic converter and sensors could be the cause of the issue. Prio Auto Sales saying that **** did not know what the issue could be is blatantly false. 
  I am not requesting a “pristine” vehicle, I am well aware that it is a used vehicle. However, Prio Auto Sales did not make me aware of the obvious repair issue prior to selling me the vehicle. The missing exhaust clamps is a big issue that if left unchecked would cause a significant repair bill. Also the battery replacement, which the report from **** says needs replacement “urgently” are 2 important easily checked items that Prio Auto Sales could have pointed out to me but did not. Prio Auto Sales is negligent and sold me a vehicle with many repairs issues that failed to make me aware of. 
  Lastly, when I initially test drove the vehicle in early January the check engine light was on. During the test drive I asked *** ******** (******* *******) to ensure that the issue and all others were addressed before I pick up the vehicle. *** ensure me everything would be addressed. Again, Prio Auto Sales did not tell me the vehicle had any other repair issues. 

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

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put a deposit down for a vehicle in December 2022. I picked it up January 3rd 2023. Paid in full. When I drove it 5 minutes. There were break and transmission service lights/notifications going off. I advised the salesman and texted pictures. He said bring it back the following week. Re garages were closed. I have brought it back numerous times to be fixed. It has been a month since they have had my vehicle and 2 months having my money. They won't tell me where my vehicle is. I have been texting and calling for a month to get the right info. What can I do?

  Business response

  14/03/2023

  Hello,

  
  I understand that you have filed a complaint with the ****** ******** ****** regarding the mechanical issues you experienced with your 2015 Jeep Cherokee Trailhawk. We appreciate your feedback and would like to address your concerns.

  
  We apologize for any inconvenience or frustration you may have experienced due to the delay in repairing your vehicle. As we previously communicated to you, the brand Jeep is currently experiencing a shortage of parts worldwide, which has resulted in delays in repairs for many customers. We understand that this has been a frustrating experience for you, and we apologize for any inconvenience caused.

  
  We were in daily contact with you regarding the progress of the repairs, and we did our best to keep you informed throughout the process. We understand that you may have experienced difficulties in reaching us, but we assure you that we were doing everything we could to address your concerns and keep you updated.

  
  We are pleased to inform you that your vehicle has been repaired and delivered to your home. We hope that you are satisfied with the repairs and that your vehicle is now functioning properly.

  
  Thank you for bringing this matter to our attention, and we hope to have the opportunity to serve you again in the future.

  
  Best regards,

  Prio Auto Sales Team

• Initial Complaint

  22/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a vehicle from them recently and was told that they were waiting on the licensing bureau to open up following the long weekend. Followed up Tuesday and was told everything was good and that a delivery time would be today (Feb 22) I drove 5 hours this morning back home to wait for the delivery. Never hearing anything back from them all day I messaged them and asked what time they would be delivering the vehicle (via email) ***** **** ******** * I have been in contact with replied that they were trying to figure out a time. Waited two more hours with no response from them so I decided to call them. Was told that they won't be delivering today as they are waiting on a new windshield. -why wasn't I informed of this information prior to my five hour departure -why wasn't I told about it when I emailed asking about a delivery time I'm missing a day of work and hours of driving over this misinformation. I work a stressful job and don't need this on top it - not to mention the money lost for a day of work wasted.

  Business response

  14/03/2023

  Dear *****,

  
  Thank you for bringing your concerns to our attention. We understand that you were expecting your vehicle to be delivered on February 22nd and that you experienced a delay, which caused you inconvenience.

  .
  We apologize for any frustration or disappointment you may have experienced. We would like to clarify that the delay was due to the fact that all of the ministries of transportation in Quebec SAAQ were closed at the time of your purchase. Additionally, we understand that you were eager to receive your vehicle and that you were pushing our staff to deliver it faster. Unfortunately, this led to some delays in the preparation of your vehicle. We apologize for any miscommunication that may have occurred and any inconvenience this may have caused.

  
  At our dealership, we strive to provide the best customer service possible and we regret that we fell short of your expectations. We value your business and would like to make it right with you. If there is anything we can do to address your concerns, please don't hesitate to contact us.

  
  Thank you for bringing this to our attention.

  
  Best regards,

  Prio Auto Sales Team

• Initial Complaint

  27/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Prio auto / bbb I went in to prio auto sales on Friday 13 January 13 to trade in my 2014 dodge caravan for a 2016 dodge caravan . I spoke to a sales rep ****** ********* Everything was approved and he promised my car for Saturday 21st 2023 So I insured and did everything I could After excuses and 4 times to safety check I went in on my own on 24th waited all day for my car Upon delivery I got 11 years old tires bill of sale states new tires . And as of 2023 January 27 my lien for my trade in is not paid like stated on bill of sale Putting me in a financial jam with 2 car payment Cannot get a hold of anyone to get the matter resolved I have wrote and stated every conversation we had and excuses after excuses I got the car inspected by a licensed mechanic and saw repairs that need to be done ****** said all repairs are regular maintenance and they are not required to do any of it Still no tires And I can’t get info on why my lien is not paid I have all documents If needed Thank you

  Business response

  30/01/2023

  Hello *****,

   

  We spoke on the phone earlier today on January 30, 2023 at 1:30pm and we will explain again to you here that all car dealerships in Ontario are licensed and regulated by the Ontario Motor Vehicle Industry Council. It is illegal for a dealership in Ontario to not pay off a lien on a trade in. We are not sure where you got the idea that your lien has not been paid off, but you can always check with your bank and they will reassure you that the lien has been paid over a week ago. We apologize if you had a negative experience with us but please feel free to reach out to us with any concerns you may have so that we can hopefully find a positive resolution. Thank you again for your feedback.

   

  Regards,

   

  Management

  Prio Auto Sales
  

  Customer response

  03/02/2023

  
  Complaint: 18938085
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *********

  dealer has giving me a hard time since the beginning 

  now I’m getting the run around for my tires 

  having to bring the vehicle for the day and basically said to find a way home that they sell cars not 

  rent them + still taking no responsibility on repair because safety passed it it safety problem not there’s 

  on top of that my existing loan was NOT PAYED in full there was a charge I 

  did not know about and left me in a financial jam 70some Dollars left to pay 

  I have never had a dealer this unprofessional this is not right . I advise anybody to avoid this place .

  They do not respect the customers and they do not stand behind what they sell 

  I will not recommend nor ever go back to prio auto sales 

• Initial Complaint

  07/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from this business on aug 21 2021 when I got home with the vehicle I noticed a sound in the front end so we had contacted the dealer via text message on aug 25 2021 from then the dealership kept putting us off saying they would call us back and never do saying they’re not in the office, finally I was able to speak to **** the general manager and he then booked us a appointment the day of the appointment we ended up having a big store so I had called to reschedule spoke with **** who told us to take the car to a shop near me claim my warranty and the dealer would cover additional costs. Now that I did that they’re refusing to pay anything or even fix it themselves because now it’s over the 30 days I have been out of a car for a week and lost 2 days of work and they are no complying with anything I suggest to them. They laugh at me and fight me with over the phone. *** **** *********** **** **** ** ***** ***

*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. ↩