Farmers Insurance Group, Inc

Initial Business Response /* (1000, 8, 2016/10/17) */
October 17, 2016
All clients have the choice to opt-in or opt-out of additional coverage for their vehicles. [redacted] decision to opt-out of the tire, rim and maintenance packages in no way resulted in the decision to not sell [redacted] a...

vehicle.
Certain information is required to complete any vehicle purchase. [redacted] provided insufficient information and therefore did not meet the criteria necessary to complete the transaction.
Due to the Personal Information Protection and Electronic Documents Act, personal information can not be disclosed in this public response. However, I would be pleased to further discuss this matter directly with [redacted] in person or by telephone. I can be reached directly at [redacted].
[redacted] deposit can be refunded in person at his earliest convenience.
Sincerely,
[redacted]
O'Regan's Automotive Group
Initial Consumer Rebuttal /* (3000, 10, 2016/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't satisfy with the response.
In [redacted] email. She wrote [redacted] provided insufficient information and therefore did not meet the criteria necessary to complete the transaction."
I provided all the required information by Oregan's sales and finance manager.
Here are the information I provided:
1. my sin number,
2. my last three month bank transaction
3. my bank statement
4. my passport, my permanent resident card
5. my house deed/confirmation of home ownership
Although I was surprised by requesting a house deed for buying a vehicle, I provided it anyway.
After all the info I provided, I was not told any more documents/info. The finance manager didn't call me later.
So I don't agree with "[redacted] provided insufficient information".
Please tell me what information I missed to buy a vehicle.
I reserve my right to contact local media about my situation.
[redacted]
Final Consumer Response /* (4200, 17, 2016/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, I did meet with the General Manager and Financial Services Manager on Oct 21st, 2016.
However, the result was not that great.
As we solving this issue, the vehicle that I put deposit on May 2016, as we speaking now Oct 2016, was sold out to someone else already. And this was under my deposit. The General Manager told me that he can order another one, but it would be some time in Feb 2017 and I need to pay extra [redacted] dollar deposit on top of the final price for 6 month.
I haven't heard anything back since Oct 21st yet. I don't know the final date of the delivery time.
It is a terrible vehicle buying experience in my life so far. Most likely I need to wait about a year to order a vehicle and then pay extra [redacted] dollar to get it. I don't know how much patience I have now.
Final Business Response /* (4000, 22, 2016/11/15) */
We have offered some additional alternatives to [redacted] but were unfortunately not able to come a mutually agreeable solution.
We make every effort to sell vehicles to prospective clients and are not in the business of turning clients away.
Due to the Personal Information Protection and Electronic Documents Act (PIPEDA), we simply cannot disclose the specifics with any greater detail.

Initial Business Response /* (1000, 5, 2015/05/21) */
During May/June of 2014 [redacted]'s Dartmouth Hyundai did have a promotion on that with every purchase of a new 2014 [redacted] the customer did a receive a "voucher" that entitles them to a trip for 2 Theme park Getaway. This includes a free airfare...

for 2, free accommodations for 2, and free entrance to a theme park. The only thing the customer has to pay is their taxes and fees upfront when registering their voucher. Customers are given their voucher on delivery of their new vehicle purchase. Should there be any questions on how to use the voucher or what's included I can be available to answer any questions.
Consumer response (3100, 2015/05/29)
My position on the response from Dartmouth Hyundai is
I do not believe that my complaint was viewed by a person in authority who has some means of control over the business.
The Ad does not state NEW CAR , the Ad stated 2013 models.,, I am sure they can view that advertisement by going to their Promo files.
A Free Trip is not a Free Theme Park Trip.
The picture in the Ad clearly shows a Beach and Hotel, not a Theme Park scene.
I feel that my complain should have been directed to upper management or [redacted] himself , not to the sales Manager and Staff
at dealership in question. [redacted]
Final Business Response /* (4000, 12, 2015/06/15) */
[redacted] spoke with [redacted] at length over the telephone and they reached a satisfactory resolution.

Initial Business Response /* (1000, 6, 2017/06/28) */
Customer purchased a [redacted] on October 23, 2015. At the time of purchase the vehicle had over 106000kms on it and was already out of manufacturer warranty. The vehicle was, however, "[redacted] Certified Used" and as such, had a Certified Used...

warranty until 160000kms or July 26, 2016.
[redacted] provided O'Regan's with copies of her work orders both from O'Regan's [redacted] and [redacted] via fax. Review all of the work orders provided as well as those on file with O'Regan's revealed that the only mention of a complaint regarding the transmission was at [redacted] on November 8th, 2016. The last time [redacted] brought her vehicle to the O'Regan's [redacted] service department prior to this was June 10, 2016. No complaints on the work orders from O'Regan's [redacted] provided by the customer or on file at the dealership were related to the transmission and all were resolved with the repairs preformed by O'Regan's [redacted].
With regard to the "major repair with main seals leaking", on May 18th, 2017 O'Regan's [redacted] found an oil leak at the rear main seal of the engine and also at the oil filter housing gasket which is also an engine component. This was, unfortunately, after [redacted]'s Certified Used warranty expired as she has put 90 000kms on her vehicle in the 2 years she has owned it. O'Regan's has no record of this repair being performed prior and everything up to this point had been covered under the Certified Used warranty.
We would agree that [redacted] brought their vehicle in with noise concerns on several occasions; however, each time the concern was addressed, thorough road test was performed to confirm the repairs and none of the concerns were transmission related.
It was explained to [redacted] on June 21, 2017 that O'Regan's [redacted] would not be putting a new transmission in her vehicle at no charge, but that O'Regan's [redacted] had contacted [redacted] on her behalf and was still awaiting a reply. Since then, [redacted] has responded and they have declined the request as well. O'Regan's [redacted] is also in the process of sourcing a used transmission for [redacted] in an effort to provide her with the best options available given the situation.

Initial Business Response /* (1000, 8, 2016/10/03) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
October 3, 2016
Customer satisfaction is of great importance to us at O'Regan's and we review each customer concern carefully in an...

effort to provide a reasonable and just solution.
[redacted]'s vehicle had 17,000km when he took delivery. We feel it is reasonable to expect some wear on the brakes and other vehicle components as a result of the 17,000 kilometers already driven. As a result, we discounted the vehicle for [redacted] by $[redacted]. This discount was in lieu the kilometers and associated wear and tear on the vehicle at delivery. At that time, we completed an inspection on the vehicle. The brake pads measured 9mm in the front and 7mm in the rear. These measurements far exceeded our minimum levels of tolerance when selling demonstrator vehicles. New brake pads generally measure 12mm in thickness.
When [redacted] was in last week, his service indicator was for an oil change due as well as rear brakes, which were close to needing replacement with 3mm remaining. The estimate to replace the rear brakes was $[redacted]. As they were approximately half worn when [redacted] took delivery, O'Regan's [redacted] offered to pay for half of the rear brake replacement, in addition to the $[redacted] discount given to him off the selling price at the time of sale to account for this wear and tear. His total cost for the rear brake replacement was therefore be $[redacted] tax included. After reviewing all of the information, we believe that this goodwill gesture of $[redacted] is very fair.
I would be pleased to speak with [redacted] if he has any further questions or concerns. I can be reached directly at [redacted]
Sincerely,
[redacted]
O'Regan's Automotive Group

Ms. [redacted] purchased a [redacted] from Green Light Used Car Center (GLUCC) in Dartmouth on November 25, 2016.  The vehicle had 92,500 kms and had manufacturers warranty on the Powertrain only up to 100,000 kms.  Additionally through the sale of the vehicle it was covered for...

powertrain up to 102,500 kms. Details of the Walkaway Assurance Program were presented and explained and the coverage level was agreed upon by Ms. [redacted]. The policy she purchased does cover driving restrictive medical condition, critical illness and physical disability but not mental disability. >>> The first time Ms. [redacted] returned to the dealership with a complaint was on November 29, 2016.  She complained that the dash lights were not dimming and there was an ignition trim missing.  The vehicle was sent to our reconditioning center with the following results. The dash light issue was simply an on/off switch to activate the dimming feature that was set to off. The missing ignition trim was not in fact missing but not a feature of the model she chose.>>> The next time the customer brought the vehicle in was in January 2017. Her concerns at that time were with the window not going down, The starter being slow to start, noise from the right front wheel bearing and something wrong with the transmission.  Again the vehicle was sent to our reconditioning center. The window regulator was faulty and replaced. Repairs were completed to the Steady bearing in the drive shaft. These repairs were completed at a [redacted] dealership at no cost as they were covered under warranty.  Both the Starter and the Transmission were evaluated by us and the dealership and no fault was found with either component. >>> The customer returned to the dealership June 2017 with the following concerns.  Diagnose a blank screen and radio, diagnose hard start, stalling in an intersection and something wrong with the transmission.  At this time the vehicle had 104,800 kms and was therefore outside of any warranty coverage.  The vehicle was sent to our Reconditioning center for the issues to be examined. The screen and radio worked without issue, vehicle started and ran without stalling in tests performed that day and again the following day (vehicle kept overnight to try to duplicate issue on cold start.) The transmission was also examined with no fault found.>>> Following this Ms. [redacted] came to the dealership to discuss the issues. We looked at the option of putting Ms. [redacted] in another vehicle but this could not be done as  Ms. [redacted] does not qualify for financing. To ease her concerns she was offered a Secure drive warranty  to cover power train only for an additional 48 months or 20,000 kms.  This was sold at cost to the customer with the dealership covering the first payment.>>> Ms. [redacted] has taken the vehicle to Fairley and Stevens [redacted] who have identified an issue with the instrument cluster and the seat belt.  They have indicated to us that the cost to repair the cluster is $1350 (parts) plus $100 (labour) and taxes for a total cost of $1667.50. We did not obtain information on the seatbelt repair.  At this time, even though the vehicle is outside of any warranty for this issue, we are prepared to cover the cost of the cluster repair only.  In doing so Ms. [redacted] must acknowledge in writing that any subsequent repairs will be her responsibility. >>> Ms. [redacted]s' desired resolution of changing coverage within the walkaway program is impossible as the contract cannot be changed retroactively. At this time we have tried but cannot get her into another vehicle based on financing. Our offer stands at covering the cost of the cluster repair only at $1667.50 as a final repair coverage. Sincerely,[redacted]Customer Relations CoordinatorO'Regan's Motors Group

Customer Complaint #[redacted]
 
On December 29, 2017 [redacted] came to O’Regan’s Wholesale Direct Halifax and spoke with [redacted], our Sales Consultant, regarding a [redacted].  Subsequently [redacted] took the car to have it mechanically inspected and returned the...

vehicle.  The next time [redacted] came to the dealership was January 17, 2018 asking about the [redacted] which had been sent to auction that day.  In speaking with our Sales Manager, Bruce Dakin, [redacted] was informed that we could retrieve the vehicle for him and we accepted a $500. Non-refundable deposit on the vehicle.  [redacted] was told by [redacted] that the vehicle was to be purchased by January 31 and  a notation was made by [redacted] to [redacted]’s receipt that read “Non-refundable towards any car” in the event that he could not follow through by the end of the month. There were several attempts to contact [redacted] between January 17 and January 28 by [redacted]e to conclude the sale.  [redacted] was able to reach [redacted] on January 29 and informed him that, as discussed on his visit January 17, the sale on the [redacted] must be completed by January 31. [redacted] did not return to or contact the dealership by this date.
The [redacted] was sold to another party on February 13, 2018.
The next contact we had from [redacted] was March 6, 2018.  [redacted] was requesting his non-refundable deposit be returned.  [redacted] indicated that the deposit was non-refundable but, as noted on the receipt, and contrary to our policy, [redacted] could use the $500 as a deposit to another vehicle.  This was unacceptable to [redacted] who insisted on a full refund.
O’Regan’s Wholesale Direct Halifax, as with all O’Regan’s dealerships, is a full disclosure dealership.  All relevant facts to a sale are discussed with the customer prior to its completion.  However in light on [redacted]s’ concern, and as a good will gesture,  were are prepared to offer the full refund of the $500.  We will mail the cheque to [redacted] at [redacted].  Please note this is NOT the address we currently have for [redacted] so it is important that this information be confirmed to us before a cheque is sent.
 
Thank you,
 
[redacted]
Customer Relations Coordinator
O’Regans Motors Group

Initial Business Response /* (1000, 5, 2017/06/27) */
[redacted] brought his vehicle to the O'Regan's Toyota [redacted] service department on May 18th, 2017 due to a leaking sunroof. As [redacted] only purchased his vehicle from O'Regan's Toyota [redacted] in April of 2017, the sales department...

agreed to replace the sunroof at no charge to him.
The replacement sunroof was installed on May 25th, 2017.
On June 7th, 2017 [redacted] returned to the O'Regan's Toyota [redacted] service department as he believed his replacement sunroof was again leaking. The sunroof in the [redacted] Toyota [redacted] has a "drip tray" component wherein water drips from the sunroof into the drip tray where it is collected and expelled through drains. It was deemed at this time that there was more water entering on one side of the sunroof seal and that, although no water was entering the vehicle, an adjustment should be made. [redacted] returned on June 20th, 2017 and the adjustment was performed. The sunroof was then tested thoroughly and it was deemed to be working properly as no more than a few drops of water dripped through the seal and were collected in the drip tray and where subsequently expelled through the drains.
It was explained to [redacted] that the sunroof was operating normally as per the design and that as such it does not need to be repaired or replaced. [redacted] was also provided with documentation from Toyota Canada explaining that this was the design and normal operation of the sunroof. If [redacted] is unhappy with Toyota's design of the sunroof, that is a matter separate from whether or not it is operating properly.
Initial Consumer Rebuttal /* (3000, 7, 2017/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although there's a drip tray to catch the water that does seep through but unfortunately in my opinion, a sunroof should not leak or seep water threw a seal if installed properly.
I can assure that the work was preformed as the company stated. Unfortunately there is still water seeping in the drip tray to which in accordance with Toyota is properly working ? If a drip tray is installed, to me that means a flaw with the product to which a drip tray was their solution to the problem with their product . It's unfortunate that the problem is still there but according to their specs it's the way it is ???
Final Business Response /* (1000, 17, 2017/07/05) */
Any vehicle equipped with a sunroof requires a way for water to evacuate. In most cases, manufacturers use a drip tray, located between the headliner of the vehicle, and the sunroof seal to collect the water, and allow it to escape through the four channels that follow the A and C pillars of the body. Under normal circumstances, any horizontal sunroof seal would require a provision for water intrusion. Water breaking the horizontal seal of a sunroof is normal operation and are designed in similar fashion by all automobile manufacturers.
O'Regan's Toyota [redacted] maintains that the sunroof is now working in accordance with the manufacturer's design and is therefore not willing to exchange the vehicle.
Final Consumer Response /* (3000, 19, 2017/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand what the company is saying and to me it's just a cover up . I can understand a little water coming in from time to time but not a steady drip in the rain !Unfortunately iving in the maritime don't help with the amount of rain and over time it's only going to get worst ! In any case , I'm stuck with the leak according to the dealership.

Initial Business Response /* (1000, 5, 2016/12/16) */
December 16, 2016
[redacted]
Dear [redacted]:
Thank you for taking the time to communicate how your experience at our O'Regan's Green Light Used Cars in [redacted] did not meet your...

expectations. Customer satisfaction is of great importance to us at O'Regan's and we take all customer concerns very seriously.
I understand that you've been in contact with the dealership regarding this concern today and that a correction is currently taking place. If you require further assistance, please let me know. I can be reached on my direct line at [redacted]
Thank you again for your feedback and for your patience.
Sincerely,
[redacted]
O'Regan's Automotive Group
Initial Consumer Rebuttal /* (2000, 7, 2016/12/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/09/21) */
[redacted]
Several months ago, [redacted] contacted [redacted] which is administered by [redacted]....

in [redacted]. She initiated a claim for payment relief and received the sum of $[redacted], the equivalent of 4 months' payments.
In mid-August, when the 4-month payment relief ended, [redacted] spoke with [redacted] (a [redacted] representative) to initiate a claim to return her car. As per the client's coverage, [redacted] deducted the amount paid in payment relief from the maximum total benefit of $[redacted]. Therefore, the balance remaining to settle the vehicle return claim was $[redacted].
[redacted] requires that a lease cannot be in arrears when a claim is submitted. Therefore, we ([redacted]) continued collecting payments until the client's claim was approved by [redacted].
The payout quoted to [redacted] on August 19th was $[redacted]. To this payout, [redacted] applied the proceeds from the sale of the client's car of $[redacted], leaving a balance owing of $[redacted]. The client's remaining [redacted] benefit of $[redacted] (as seen above) was applied to the balance owing, reducing the client's balance owing to $[redacted].
Since that time, [redacted] has collected 2 bi-weekly payments (on September 1st and September 15th) totaling $[redacted], in order to ensure that the client's account was kept up to date as per [redacted] criteria. As a result, this $[redacted] was applied to the client's balance owing of $[redacted], reducing the balance owing to $[redacted].
As a goodwill gesture, we at [redacted] have agreed to forgive the remaining balance of $[redacted].
We understand that this is a challenging situation for [redacted]. We have tried to help by deducting the two bi-weekly payments she paid from the payout balance and by waiving the remaining balance of $[redacted]. In addition, we have offered to pick up her vehicle in [redacted], if she would like.
We also understand that [redacted] would like her two bi-weekly payments refunded. In effect, they have been, by being deducted from the payout balance. No further payments will be deducted from the client's account because the funds were received from [redacted] yesterday, September 21st.
I would be pleased to speak with [redacted] if she has any further questions or concerns. I can be reached directly [redacted]