Auto Gallery Inc.

The complaint I have is that the Auto Gallery is that an employee did not tell me that once paid any cash that they would not refund it.On November 8th, 2014 I went to the Auto Gallery to look for a vehicle for my grand daughter. I found a vehicle that she had liked. The cost of the vehicle was 4,004 and the dealership charges were 495.00. The vehicle was 2006 [redacted] 138,652kms on it. [redacted]. My grand daughter liked this vehicle-so I went inside to speak with a sales rep-[redacted]. [redacted] then reffered us to finances person who handles the sales and the paper work. This person filled out all the paper work-which I would then take to my loans officer to obtain a loan for the vehicle. At this time the employee responsible for the finances asked me to put down a down payment. He did not tell me that this was a non-refundable payment. He went into details regarding the possible extended warranties and other options. But at no time did he tell me about this payment being non-refundable. I felt pressured to give the payment. My daughter was present with me at the time and also can be a witness to the fact that he never explained this to me. The following day the dealership was closed. Then on Monday I had spoken to bank person and was unable to obtain the loan for this vehicle due to my current loans. I had my daughter call the dealership and ask what we could do about it, at this time they responded saying that "they could not refund the down payment' . we did explain to them that they did not disclose this to us at the time. The continued to say there would be no refund. [redacted] Desired SettlementAll I have requested that I receive my payment back. the 500$ Business Response [redacted]Mr. [redacted] came in with his granddaughter to look at the 2006 [redacted]. They liked the vehicle and Mr. [redacted] wanted to purchase the vehicle for her. While Mr. [redacted] was with our finance manager, Mr. [redacted] said that he had a loan with his bank in place and tried to use his debit card for the full purchase price. His card was declined. He said he would have to check with the bank to see what happened with the funds maybe they were not deposited yet. Mr. [redacted] told our finance manager that he would bring a cheque to him the next day for the purchase of the vehicle.To secure the vehicle, Mr. [redacted] left a partial payment ($500) to have the vehicle taken off the market and held for him as there was another buyer for this vehicle. Mr. [redacted] did not return with the cheque for the purchase of the vehicle. It was explained later that his bank would not loan him the money for the vehicle. We explained to both Mr. [redacted] and his daughter that the partial payment of $500 was non-refundable and could be used towards the purchase of another vehicle, service or parts at Auto Gallery [redacted] or [redacted]. We also shared that we have some other financing options available through our bank partners with them.Upon speaking to the General Sales Manager, it has been decided to return the deposit to Mr. [redacted]. [redacted]

Complaint[redacted]My husband and I bought a Lexus RX350 from Auto Gallery on Dec 3, 2011. When we bought the vehicle it was missing a chrome moulding on the passenger front door and our sales rep, [redacted], told us a new one was going to be put on. Since our purchase the moulding has fallen off [redacted] I began correspondence with [redacted] about the issue in July 2013. I emailed her pictures of the broken piece on Oct 16, 2013 and followed up with her with a phone call on Oct 24, 2013. During that phone call she said a new piece was going to be ordered for us because at the time of purchase we were told a new piece was going to be put on the vehicle. I followed up with her approx 4 weeks later on or about Nov 21, 2013 because we had not yet received the part. During that phone call [redacted] said she was expecting the part to come in the following day and she would ship it to our home address. Again 4 weeks later I tried to follow up with [redacted] and she stopping answering my phone calls and wouldn't return my calls either. We are simply asking for what we paid for, a new chrome moulding for our door. We paid $38,000 cash for the vehicle [redacted]Desired SettlementI would like Auto Gallery to provide us a new chrome moulding for the passenger as promised and as we paid for.

Complaint[redacted]My car was taken in to Auto Gallery for a new timing belt. Within a coup,e f weeks the car stopped running and suffered a major engine failure. My partners brother paid to have the car towed to the dealership where they said it was a timing belt failure caused by using an after market fan belt that we provided. We disputed this and we were then told the problem was a bolt that had sheared. The dealership used the same bolt that they took out of the engine To install the new timing belt and are now saying the bolt was fatigued and that they are not liable for the damage HICH WILL COST ABOUT $5000 to repair. They have passed us on to [redacted] Canada. We asked to see the bolt which they said we could. When my representative went to the dealership they said we could see the bolt, then they changed their mind and refused saying it was their policy not to let us see the bolt. My representative asked for the bolt as it belongs to me as I own the car and they refused. [redacted] My representative entered the garage bay to look for the owner who apparently was not available - and found him and asked to see the bolt. He said we could but refused to let us touch the bolt so that we could take decent pictures. When my representative questioned this she was threatened with physical removal from the premises by the police. [redacted]. [redacted]Desired SettlementRepair of the vehicle and reimbursement of towing charges.

Complaint[redacted]I got [redacted] 2008 model from Auto Gallery in July 27, 2015. Once I got it from them, the very next day my car didn't fire up.So, I replaced with new battery and it was good for few days with a new battery. Few days later, car won't fire up again and I had to boost it every time. Also I found out that a spare tire is missing, [redacted] doesn't work and I was promised that the car would be shampooed before giving it to me but they didn't do their job. Then I took it to Auto Gallery to fix it. They said that they will fix all the issue within it. They took almost one month to find why the battery is getting drained out and fix it. Now they are like they won't be able to fix the [redacted] because they have to replace it with new one and took another one month to put in spare tire. I phoned them last week, they said that we tried to fire up the car but it didn't and we have to look at it again. Whenever I do call them up, they are like we are still fixing it or some excuses. They knew there are some issues in the car and without fixing it, they sold it to me. They didn't even tell me about any issues in the car before buying it. I would have not bought a car if there's any issue with it. [redacted]. Now, its been more than two months since I gave them to fix it and just sitting in their yard. [redacted]Desired Settlementwhen they can't fix it, I want my money to be refund.Business Response In response to your letter regarding Mr. [redacted]'s [redacted], I have interviewed the involved parties and I have confirmed they were unaware of an existing issue with the vehicle when it was sold. I understand the vehicle has now been repaired since the time of this letter at no cost to the customer and he has picked it up. Intermittent issues such as the one with this [redacted] can sometimes be difficult to diagnose; however, we are pleased that it is repaired. In following up with Mr. [redacted], he has confirmed that the vehicle is operating properly and we are following up with him to supply the spare tire for him. [redacted]

Complaint[redacted]In November 2014 I purchased an [redacted] from Auto Gallery in Regina. In early April 2015, while driving with my daughter, car lost all power and stalled. I had car towed to [redacted] where vehicle was deemed to require new ECM. Cost for repairs was $3697.58, plus cost of tow. We have tried to contact the manager of Auto gallery both by phone and email on several occasions. They have not returned any communication. [redacted]Desired SettlementI feel Auto Gallery should be responsible or all, if not part, of the cost of repairs. I paid over $40000 for this vehicle, and only owned it for 4 months prior to having major issues. They have declined to even speak with meregarding this issue.

Complaint[redacted]About two months ago my wife and I began to discuss a Subaru vehicle with [redacted], a salesman at Auto Gallery Subaru.  On 10 Mar 2014, we signed a Bill of Sale to purchase a 2014 [redacted], with the final approval for the purchase price having been given by [redacted], a sales manager. Prior to signing the Bill of Sale, we very clearly, on two separate occasions, asked the specific question of our salesman, "Will there be any further charges above what we are signing for on this Bill of Sale?" The answer was definitively, "No." The vehicle we had agreed to purchase was going to have to be sourced from another dealership somewhere else in Canada. As a result, we anticipated that it would have cost more. For this reason, we were adamant about confirming that there would be no further charges. We even went to the extent of posing the question: "So, if the vehicle we're buying needs to be brought in from elsewhere, will it cost more than one we could take straight from your lot?" Again, the answer was a definitive "No - it will cost the same amount either way."Again, in the process of signing the Bill of Sale with the dealership's finance manager, [redacted], we asked if there would be any additional charges, or if this Bill would be the total cost to us for purchasing the vehicle. Again, the answer was "No - this is the final cost." We signed the Bill of Sale, and placed a $1000 deposit on our credit card.Days later, we received a phone call from our salesman saying that a vehicle had been located for us in [redacted], and would be shipped the following day. We were told we would be charged for the shipping cost of approximately $660. In disbelief, we responded that we had already been over this several times, and we were explicitly told several times that there would be no additional charges. We informed [redacted] that we were not willing to pay this cost, and he went to speak to the manager. He called us back and informed us that the dealership would be willing to cover half of the shipping costs. We responded that that would not be acceptable to us, and that we expected to pay no more than the price that we had already negotiated and signed the Bill of Sale for. [redacted]Roughly one week after the conversation in which the deal had been cancelled, we received another call from [redacted], and were conferenced-in to a three way call with the general manager, [redacted]. [redacted]'s main concern in the conversation was the value of our trade-in, and in the end, he said that if our trade-in was indeed worth what they had already agreed to in the deal, then he would be willing to absorb the shipping costs for the car. [redacted]. [redacted] having already cancelled the deal and moved on with an alternative plan for a vehicle, we called [redacted], and let him know that we were not interested in re-entering into a deal, and that we would be in to pick up our deposit.In a conversation that I had with [redacted] (another sales mgr) a couple of days later, it was clear that he had a different perception of the situation, and seemed unwilling to entertain a refund of the deposit. Because I knew that he had not been personally involved in the case until that point, I felt it best to suggest that we have a face-to-face meeting with all the people involved, in order to make sure that everyone was on the same page with regards to what had happened, assuming that once the details were all on the table, it would be fairly clear that this situation warranted a return of deposit.That meeting took place 17 Apr 2014. [redacted], [redacted], [redacted], and my wife and I attended. Essentially, the discrepancy in communication came down to this: the dealership always assumes that customers will pay the shipping price, and therefore, it is not included in the Bill of Sale; we, on the other hand, we're not informed of this assumption, despite having asked pointed questions about it on several occasions. We felt completely justified in our right to have the deposit refunded. We had signed the Bill of Sale in good faith, having been diligent in making sure that the document we were signing contained the final cost. That cost was then changed, and the deal was cancelled.In the meeting, [redacted] made it clear that the decision to not refund our deposit had been pushed down to him from [redacted], and that he didn't have the authority to change that decision. The reason for the meeting had been to have all sides of the issue be heard, and a decision made. If [redacted] had entered the meeting knowing the outcome, we were confused as to why we had just spent an hour hashing everything out if he had no intent to entertain refunding the deposit. At this point, we requested that [redacted] be brought into the process, so that we could have the same discussion all over again with him. We were told that [redacted] was very busy, was in a meeting, wasn't available, and that we wouldn't be able to speak to him. We said that we could wait. [redacted] then went to speak to [redacted], and returned, saying that there was nothing he could do, and that [redacted] had told him to "take care of it." We insisted on speaking to [redacted], and eventually were granted an audience.[redacted] was very cheerful and friendly, and his main goal was to re-sell us the vehicle. [redacted] We stressed to him that we appreciated his offer, but that we had already moved on, and laid out money for another plan for a vehicle. [redacted] The conversation concluded with [redacted] saying that he needed time to consider everything, and that he would respond to us in writing within 48 hours, with two options: 1) a deal on the car that we "couldn't refuse", and 2) a second option of either full or partial refund of deposit.It is now two weeks since that offer, and we haven't been contacted in any way by Auto Gallery Subaru. [redacted]Desired SettlementWe are seeking a refund of our $1000 deposit.

Complaint2014 [redacted] Excessive Oil Consumption, and Auto-Gallery says its "normal" and they dont want to fix it.To whom it may concern, I'm writing this so you can help me regarding my 2014 [redacted] which I bought in the beginning of last year. [redacted]. My car is burning an excessive amount of oil. Every 4000-5000kms, my oil lamp comes on indicating there is no oil left and it must be filled right away.I brought this issue to the dealer in January 2014, whose manager is name is [redacted]. After a few months battle of sending us back many times without solving our issue, we ended up contacting [redacted] who finally was able to convince [redacted] to do an Oil Consumption Test. We eventually did two Oil consumption tests, which failed the standards, and so they decided to deeply look into it and concluded that there is an "Oil Leak" beside the PCV valve, even though I have records from before from them telling me that there is NO OIL LEAK. In March 2015, they ended up changing the PCV valve and claimed it "solved" the problem, and requested us to do another Oil consumption test to confirm it has been resolved after the replacement of the PCV valve. Unfortunately, the Oil Consumption test failed AGAIN and I had my oil lamp turn on at 5000kms. This simply indicated that they never fixed the issue to begin with. So we went to speak to [redacted] again and shockingly he says "your oil consumption test is normal" even though it's a new car and finishes oil every 4000-5000 kms! He even shockingly told us "there was never anything wrong with it to begin with" and other statements [redacted] such as "the car can burn oil every 2000kms and that's within industry standards" .[redacted]. As a matter of fact, [redacted] is known to have an Oil Consumption issue and the issue is with the Piston Rings which leak oil in the combustion chamber and burns off. As a matter of fact, this issue can be hazardous and puts me in risk every time I drive my car. This dealer however is completely ignoring our complaint and claims it's a "normal thing" when it isn't. We would like either our piston rings to be replaced and do another consumption test, or get out of this lease as soon as possible if they dont fix [redacted]Desired SettlementTo solve our problem by changing the Piston Rings so that our car doesnt burn 1L every 4-5000kms.Business Response We have been able to work with Subaru Canada who finally authorized us to replace the engine short block. Our service manager had been in contact ongoing with [redacted]. The vehicle is repaired [redacted] picked it up last night and according to our service manager is happy with the outcome. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)