O'Brians Automotive Inc

Worst customer service in their service department.purchasted 3 Camery’s from O’Brian in Urbana. Last purchase here.

Customer service was lacking. I have purchased 3 Toyota Camry’s from O’Brian’s.This was my first real complaint and they handled me terrible. Their service manager is the worst. Last time I buyacar here. My drivers seat started pulling apart by the seam when my 2017 Camery only had $23,00 miles on it. My biggest issue is how the service manager did not keep me updated on what Toyota was thinking or doing. I had to make all calls to O’Brians together update. When I complained to General Manager asking for him to call me me back, he never did. He had the service manager call me back when he was who I was complaining about. Showed me how much they really don’t care about customer service. Too bad

I emailed a [redacted] which is the General manager about getting a copy of my contract and he says Its in storage and he can't get it.**Desired SettlementI just want a copy of my contract.Business Response Hi [redacted]. I am sorry for the confusion. When you spoke to our General Sales Manager and he suggested that you contact the bank to receive additonal copies of the finance contract that we already provided when you purchased the vehicle in 2012. [redacted] suggested this, because we do not keep the original copies of finance contracts from sales over 2 years old in the same building. We would have too many files and they have to be moved to storage after 1 year. I have had someone go to storage and get your contract and I am emailing it to you now. I am sorry he was not clearer for the reason you should contact the finance company and that you had to go such lengths to have this resolved.

On November 13,2013 , I purchased a 2009 Ford Escape XLT ,Nov 14/13 The Day after I purchased the vehicle I had a issue with the power steering ,when I went up town it was fine and as I was leaving the steering wheel got stiff , SO I called the called the sales guy and told him what happened and he told me to check the fluid and if it was low to top it off , so I did that and it seen to help the problem , ON Nov 30, the Same problem occurred again in Saskatoon , to I called The Sales Guy and Told him what was happening and he told me to turn the Vehicle for 5 to 10 minutes , so I did that , Dec 3 /13 the vehicle went into [redacted] in Saskatoon to get the problem looked @ and when I went to pick the vehicle they told me they could not find nothing wrong with the power steering , ON dec 4/13 was up town in Saskatoon when I was driving and the power steering got stiff on me , so I pulled the vehicle over and turned it off for a few minutes , SO I called [redacted] @ CAA carplus in Saskatoon , and told her what happened and she told me to not turn the vehicle off , but drive it from 8th st all the way to Miller Ave where the [redacted] center is , I told her that I am driving it there , what if something was to happen while driving and I get into a accident . SO I called Ford in saskatoon and they told me that my Power Steering Column may be going and when I got the vehicle to got 30 days warranty and I also purchased extended warranty also and [redacted] @ Caa keeping telling me nothing is wrong it and [redacted] @ O'Brains is telling me nothing it wrong with the Escape ,[redacted]Product_Or_Service: November 13,2013Desired SettlementFix the Power Steering Column Business Response [redacted] CAA Service has diagnosed the concern again at your request and we are replacing the steering column as preventative maintenance. [redacted]

Obrians have given me a car with a worn out clutch by the previous owner, [redacted]I had recently got a car through O'brians, I had it for about 3.5weeks and the clutch went while I was working in Yorkton, SK this was a day before my first payment was made on November 29/13. Now I had contacted Obrians told them what happened. I had my Road Side Assistance tow my car to the nearest shop they said it would cost about 1100 to repair told them about this and they were only gonna pay half of the repair where I would be stuck paying $550 Obrians said I would have to pay being it is a "wear n tear" item. [redacted]Desired SettlementI would like Obrians to pay for the clutch repair in full being for the length of time I was in possession of the vehicle. Business Response Good afternoon. I have been emailing and calling [redacted] and have not been able to reach him to discuss this further. One of my sales managers discussed the clutch repair with [redacted] quite a while ago. My Sales Manager and [redacted] agreed that O'Brians would pay half of the repair. The vehicle went through a 100 point inspection and passed [redacted] when it left the dealership. The clutch problem was reported almost a full 30 days after delivery. A clutch is a wear item that is not covered under the dealers new warranty program. This is because it easy to burn out or damage the clutch if the vehicle is driven incorrectly. The repair has been completed at the shop [redacted] took it to and [redacted] needs to pay his half to have the vehicle released in Yorkton. O'Brians has already paid our half of the repair. I would ask for more time so that I can actually speak with the customer and try and get all the details. I would like to further help [redacted] with this problem if I can.

Complaint[redacted]Purchased car May of 2015. It had about 46,000K On it. I asked for an extended warranty and told the salesman I needed additional 100Km warranty as I commute daily. I was sold a warranty that said 3 yrs or 100,000Km from odometer reading if pre owned or 100,000Km if New. I believe my car was preowned so I assumed and was told I would have warranty to 150K. but it was marked as New. so my warranty was up at 100K. I tried to get repairs done at 103K and was told I had no warranty. Dealer told me it was New Wrap warranty that I purchased not a extended 100K warranty. I was lead to believe I was under warranty. they told me that when I purchased the car. It had regular warranty to 60K so I paid $4,200 for a warranty from 60K to 100K that I would likely not use as I knew I would put that much mileage on within a year. I spoke to Dealer and [redacted] - the Insurance Company about getting a resolution and they both said, no that is what I signed and that is that.I was very clear with what my needs were to the dealer and they made me believe they were followed but the small print was not explained to me [redacted].Desired SettlementI am looking for either an extended warranty to 146K as this is what I thought I was buying. I want repayment of my repairs I had to make that should have been covered by warranty. Failing that, I would like a partial refund of my extended warranty up to 100K that I mistakingly was sold. [redacted]Business Response [redacted]I have spoken with [redacted] before we even received this complaint. We went through the paperwork together and he understands he misunderstood the terms of the warranty.In an effort to keep him as a valued customer we are in the process of upgrading his vehicles and offering some additional help in regards to the warranty.[redacted]

Complaint[redacted]I purchased a 2006 Toyota Matrix with an engine light on, it also had scratches on the side. Both of these problems were promised to me by a sales associate ([redacted]) to be fixed later that week. That was months ago. [redacted] I set up an appointment at [redacted] to have this fixed, I was told I would have to pay for this problem. Why would I pay for the engine light to be fixed if I purchased it with it on? [redacted] All of these should have been fixed prior to me buying it. [redacted] Desired SettlementI want O'Brians to pay for the cost of fixing my vehicle, [redacted] Business Response This complaint was resolved. We were unable to diagnose concern at [redacted], vehicles was sent to [redacted] and repired at our cost. [redacted]

At the Millar Avenue location in Saskatoon. They pulled my credit and ran an application without my signed authorization.This isn't the first time O'Brians has done this to me. They pulled my credit and put in an application without my consent or knowledge once before in March of 2014. I called them on it then and was assured that it wouldn't happen again, that this was not common practice. Just recently (last week of November 2014) I decided to give them the benefit of the doubt and try them again. I gave them some information thinking that if I decided to make an application for a vehicle it would expedite the process. Seeing a vehicle I was interested in at another dealership, I signed the authority to pull my credit and was surprised to see O'Brians on my report - they pulled my credit on Nov 25, 2014. [redacted]. Desired SettlementI would like the application and credit check from O'Brian's from November 25, 2014 stricken from my credit report.Business Response We have not heard anything directly from this customer regarding these issues recently or in the past. [redacted] our General Sales Manager spoke with [redacted] in regards to his credit application that he provided to our salesperson. After speaking to him, he stated that he thought his credit application could not be submitted unless he signed a piece of paper. This is incorrect. He gave the salesperson his full credit application including SIN number, Mortgage information and job income etc. in order to get pre-approved for a vehicle in the event he was to purchase a vehicle from O'Brians. This preapproval would have been the thing that saved him time. We are unable to approve any customer without submitting a credit application to a financial institution. We are unable to remove the request for credit to [redacted] on his credit bureau. Unfortunately I feel this is a miscommunication between the customer and the salesperson and we will retrain to ensure this is clearer in the future.

I recently bought a Ford focus from O'Briens on Miller Avenue I was extremely happy with Patrick and all the stuff there I would definitely will return and recommend this place to anybody looking to purchase a vehicle","pos-1