Roadway Auto and Sport Inc

Complaint[redacted]At the end of January we began looking to trade in our [redacted] for a different vehicle. Upon providing our information we were informed we had the choice of one vehicle, a 2014 [redacted]. They advised it would need to be ordered in and would take about a week. That was the end of January. We were offered to look at the 2013 that was on the lot to see what it would be like. After a week and no word on the van, I called and spoke with [redacted] about it. She said she would talk to her manager [redacted]. He said it was on a truck and should be a couple days, and he would call when it was. A week later and still no call or van. I called [redacted] again and he said it would be here that night and he would then have it checked over and contact us. Again, no call. I called him back on the Monday and couldn't even talk to him. I was told each time he was too busy and he would call me when he could. No call. I visited the location the next day and asked where the van was and also about a promotion in which you received a BBQ for buying a vehicle. I was told the van got accidently delivered to Saskatoon a week ago and that was what was causing the delay. And the BBQ was not being honored despite the expiry date being March 7, 2015. He said he had been meaning to pull the offer but hadn't got around to it. By Friday that week, February 20th, the van finally arrived. We took it for a test drive that day and I asked if it had bluetooth in it. I assured that of course it would by [redacted]. We went in on Saturday to sign the papers for the financing and at the end when we were ready to take possesion [redacted] then stated the van actually wasn't ready yet and would possibly ready Monday. The financing officer seemed upset that it was not communicated that the vehicle was not ready as the documents should not have been signed. So we waited until Monday to get a call about the van and again received no call. I called and spoke with [redacted] and he said he sent the van to [redacted] and didn't know when it would be done as a tire needed to be replaced and he had no way of finding out when it would be done. I then called [redacted] myself and was told that they had the tire and the van would be ready for around 4pm. I then called back [redacted] and he wasn't happy that I had called. I then called at 5pm as I again hadn't heard anything and was told nobody could go and pick up the van and it would have to wait until next day. I decided to stop by [redacted]. The van was sitting on the lot and apparently had been there since 4:30 but it wasn't properly communicated. Still had to wait until next day. Finally got the van the next day and figured now the issues were behind us. The next day we tried to use the bluetooth but couldn't figure it out. We looked into the manual and found out it did not have the option. I called [redacted] to find out about that and was told she guesses it didn't have it. I complained to [redacted] about it and he said nothing he could do about it. Then to add insult to injury, a payment came out of my account in March for the old vehicle, which went NSF. They didn't know why, but assured me it was all paid off. Then in April, a small payment was taken out of my account for the old vehicle again. This time it was said it was because Roadway didn't pay enough. I asked Roadway about it and they said they paid the right amount and there was nothing owing. [redacted] said again they didn't receive enough and again Roadway refused to pay. Now I have the small balance I need to pay, not to mention 2 NSF fees due to their negligence. I tried working with Roadway but was told there was nothing they could or would be willing to do. I called rather frustrated to confront [redacted] about this and was told not to call there again.Desired SettlementI would like to have the remaining balance paid, fees paid, and the bluetooth put in, as well as the coupon be honoured.Business Response [redacted]when Mr [redacted] attended our dealership they had a trade that they wanted out of and some specific needs and a payment budget, several vehicles were offered but nothing on the lot worked to meet their payment option. We showed them a 2013 [redacted] but the payment was too high because of the finance term. We then offered to find them a 2014 which could be financed longer and lower the payment back into there payment range. We sourced 2014 [redacted] showed them pictures and got there approval to bring it. We could not and did give them a firm ETA because the vehicle was being freighted in by an independent carrier and we were not in control of the scheduling. When it was confirmed in transit it should have taken no more than a couple of days however the carrier mistakenly delivered to vehicle to our Saskatoon location, when the mistake was discovered arrangements were made immediately to bring the vehicle down to Regina. once in Regina an [redacted] inspection needed to be completed, With low kms and current year of the vehicle this should have been an easy pass at [redacted] and would have but for one tire that failed. What [redacted] told us and obviously not Mr [redacted] was thet they couldn't source a matching tire and wanted to put two new tires of a non matching make on one axle. [redacted] did not fell our clients would like that so HE sourced a matching tire and delivered to [redacted]. When Mr [redacted] was informed that we were going try our best to get it back late that afternoon he told [redacted] they would pick up the nextday so naturally we did not call him when it arrived but put it in our garage to keep it clean for delivery the next day. When he arrived later that evening as we were closing it was unexpected .As to the Bluetooth issue, we were not aware that this was an expected option. [redacted] does show this as standard equipment on this model on there website but it was not an option that was discussed when we sourced the vehicle.Our BBQ promotion was not an open to the public incentive offered ONLY on our review website as an incentive to our current clients to send their friends and relatives to us. Mr [redacted] was referred by anyone.The Bank of [redacted] does not quote payouts directly to us so we had the clients call for the payout and they provided us with the pay out amount. A cheque was made for the amount the clients provided and delivered to the Bank of [redacted] a week later.In the interim a payment was due and the bank tried to take a payment, The only way this could have been prevented is the clients had put a stop payment on this, Mr [redacted] came to with this problem after it happened and I reimbursed for NSF fees even though there was nothing we could have done. If there was any other mishaps with the payout it is between the clients and the bank.The only item that feel there might have been genuine confusion on is the Bluetooth option. Roadway is prepared to take a look at options to provide that option if it is not in the vehicleConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I will attend to this point by point:"several vehicles were offered"-we asked about vehicles on the lot and were told only the 2014 [redacted] would work. We were offered to look at the 2013 as an idea of what the 2014 would be like, but that was it. The whole monologue about the vehicle coming in: every time we called in [redacted] said it would be there next day for sure. Each time we called he was busy. The day we were to pick up the vehicle, he was supposed to call us and let us know what was happening and never once called. [redacted]. [redacted]. We were told at about 4:30 the van would be staying at [redacted] for the night. So when we paid a visit and found out it was at the dealership, the integrity was on very thin ice. "it was not an option that was discussed when we sourced the vehicle": we never asked for the vehicle, we were told it was the only one we could get. They had no information about it. We were told it should be like the 2013 or what is online. The only time we got to see the vehicle was the day before we signed the papers. When I asked if it had Bluetooth, I was told it was standard so it should have it. "Our BBQ promotion was not an open to the public incentive": that's fine. Why then did [redacted] say he doesn't honor this promotion and just hasn't gotten around to cancelling it? Wouldn't it make more sense to give this answer instead? [redacted]."Bank of [redacted] doesn't directly quote payouts": that's fine. However, when we got the information from Bank of [redacted] it showed the original payment stopped and then another payment put through. Neither the bank nor Roadway seemed to have any clue why or how this should have been handled. Certainly there should be some way of completing the process if they guess wrong other than shrugging and saying its your issue, not ours. I do appreciate the reimbursement for the NSF, but communication was lacking which caused the issue in the first place.So we expect that the payout is happening by Roadway and have no way of controlling how or when they do it, and yet its between us and the bank?As Roadway has pretty much said nothing is their fault other than the Bluetooth, than we will accept only the factory module installed by [redacted] to put this to rest.Final Business Response We are prepared to have a factory Bluetooth installed at the clients convenience. If that is satisfactory the arrangement will be made. the Bluetooth will likely have to be ordered so some lead time will be neededFinal Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Provided it is the actual Bluetooth module and professionally installed, I will be satisfied with the resolution.