Complaints

• Initial Complaint

  20/01/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I looked into Canada Drives when after a car accident I was left in a pinch without a vehicle and needed to find some options. I sent one single inquiry, one time, and have been harassed ever since. I was being texted and emailed and phoned daily, I sent the stop messages by text and theyd start up again a month later. I spoke to someone over the phone after advising them of the ongoing harassment and requested they lose my information. I continued getting emails but the texts and calls stopped. Turns out they only removed my phone number. I have since changed my email, so I stopped receiving those as well though Im sure Id be getting those if i hadnt. It took over a month and a half of back and forth to stop receiving relentless marketing from you guys and now for whatever reason years later, like Im talking maybe 2-3 years later, Im getting blasted with texts again. I dont know if its incompetence or what thats keeping you from losing my information but I wouldnt recommend anybody give you any of their information unless they want to hear from you for the next 3 years like a sad ex. I sell insurance and in a million years if I ever harassed a customer after initial contact like you guys do Id literally lose my license. This is my very last complaint made in a public manor.

  Business response

  28/01/2025

  Hi ******,

  Thank you for voicing your concern, we deeply value your feedback and take complaints like yours seriously. We sincerely apologize if our attempts to contact you have caused any inconvenience or frustration.

  Our intention was always to provide excellent service and ensure our customers are informed about the services we offer or any updates regarding their inquiries.

  I have looked further and have deleted your information as per our privacy policy, this will prevent any further communication.

  Please let us know if we can be of further service.

  Customer response

  28/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  06/01/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Date: January 6, 2024 I am utterly disappointed and appalled by the level of service I received from Canada Drives, particularly from an employee named ********. This has been one of the most distressing customer service experiences I've ever had, and I feel compelled to share it so that potential customers can be aware of what might await them.Initially, I approached Canada Drives with the intention of conducting a straightforward business transaction. However, the interaction quickly deteriorated when ********, instead of addressing my concerns, chose to use highly inappropriate language, including telling me to "Fuck off." This level of rudeness is not only shocking but completely unacceptable in any professional setting.Further exacerbating the situation, ******** accused me of having wasted their time previously, which was both irrelevant and unprofessional to bring up during a customer service interaction. His demeanor was not only unhelpful but also hostile, as he stated that they were "ready for my review this time," a comment that felt like a challenge rather than an attempt to resolve any issues.The most disturbing part of this experience was the clear lack of respect and the antagonistic attitude from someone who is supposed to assist and guide potential customers. It is disheartening to see a company that deals directly with clients in significant financial transactions handle a situation so poorly.Moreover, when I attempted to call and register a complaint, my calls were repeatedly ignored. It seems that Canada Drives is not only struggling with their customer service but also with their basic business operations, as evidenced by the apparent emptiness of their lots, which likely reflects the broader dissatisfaction among their customer base.

  Business response

  08/01/2025

  Hi *****,

  Thank you for voicing your concern! We pride ourselves on customer service at ********************************************* which is why it so disheartening to read about your experience.

  I've personally looked into this situation and it appears that you had made a complaint previously with us about customer service at our lot when looking to sell your vehicle. We contacted you at that time to work out a solution, offering a trade in value for your vehicle that you agreed with. After this agreement you decided to decline our offer, which is absolutely fine!

  You have since contacted us again wanting to sell your vehicle and we are happy to hear from you. Your new complaint about customer service will not go unheard, we are reviewing the situation and any calls associated as they are all recorded.

  We can definitely have a different representative reach out. If this is something you are still interested in, please let us know! 

• Initial Complaint

  09/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Contacted Canada Drives based on an advertisement I saw on ********. I cant even remember what the ad was exactly but it seemed like a normal auto sales company. Come to find out this is more like a payday loan type company but for carsbecause of that I was no longer interested. The entire interaction with this company should have been done and over with in an hour. Since my initial conversation with this company I have been contacted numerous times and each time I have spoke to a different sales person and each time I have requested to be removed from their contact list and each time I have been assured I will be removed. This has occurred over a span of a few months and still I keep receiving text messages from this company. There is NO way to opt out of their marketing comminications.

  Business response

  20/12/2024

  Hi *******,

  Each time a customer applies with us they are clearly presented with a disclosure that asks for consent for Canada Drives, car dealers and lenders to contact them in order to facilitate their application for a car loan. Customers are unable to continue without confirming that they consent to this.

  For more information about how our process works please visit *********************************************

  It seems when you asked the sales person to remove you from the contact list, you may have been speaking to our dealer partner and not Canada Drives. All of our calls are recorded, and I don't see any calls on our end where you are speaking to one of our representatives.

  I can see that you texted in the unsubscribe with us on Dec. 12th and the subsequent message you received was just an automated message informing you that you were indeed removed. At that point you were added to the Do Not Contact list and we have since not contacted you.

  Please let me know if we can be of further assistance. Thank you.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We purchased a vehicle through Canada drives the June 5th of 2024 the vehicle was involved in an accident. The 2019 ****** Rogue was written off and declared a total loss. Turns out the vehicle was sold to me with an existing lien. My insurance company wont give the cheque Because of this, Ive tried to get a lien release form from Scotia dealer advantage who are the lien holders, but cant get it because its not in my name. Its in the previous owners name. this has been going on for months. Im still being charged the payments. I have gone to head office with my insurance company and canada drives as well as Scotia dealer advantage and no one is helping and like I said intact insurance is withholding my payout I did receive a letter from ****** finance stating there is no existing lien but the insurance company wont accept it

  Business response

  20/12/2024

  Hi *****,

  I have personally looked into your claim and can see you spoke to our management team in September/October and they at that point went over the circumstances. Our management team explained that the lien that is showing on your vehicle's Carfax was mistakenly applied by a different company that used your VIN when they were registering a different vehicle for Scotia financing. The company in question was provided by Scotia as responsible for the lien and they were contacted at that time. The company claimed to have been in the process of removing the lien from your vehicle's VIN, which would subsequently remove it from the Carfax. This can take time and it is difficult to say how long it will take Carfax to update their side. The contact details for the company in question were provided to you previously so that you could contact them at any point you were looking for an update.

  Please let me know if I can be of further assistance. Thank you.

• Initial Complaint

  12/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had sent in information about Canada Drives as I was looking for a new vehicle. I ended up going through a dealer so when ****** messaged me I ignored it. A week later I got a notification of a change to my credit report as there was a hard inquiry done. I have been in contact with the company who had done the hard inquiry and they informed me I had passed in an application through Canada drives and sent me the application. This is the first time I am seeing this application. I didnt answer him back when he texted asking to go over an application, which is clear to see as lots of information including the trade in I was doing is missing. This application should have never been sent to d&l motors until it was completed and approved by myself. I want Canada Drives to contact D&L Motors and tell them a mistake was made and to have this corrected. Attachments for proof.

  Business response

  18/09/2024

  Hi *******,
  
  Each time a customer applies with us they are clearly presented with a disclosure that asks for consent for Canada Drives, car dealers and lenders to obtain credit reports to facilitate their application for a car loan. Customers are unable to continue without confirming that they consent to this.
  
  At Canada Drives we help you get pre-approved for financing first, so you can shop with confidence knowing exactly what you can afford. Once you complete our online application you will be connected with a local dealership who will show you vehicles you already qualify for, saving you time and avoiding the stress of traditional car shopping. 
  
  For more information about how our process works please visit *********************************************
  
  For more details about the information Canada Drives collects, including credit reports, please see section 3(c) in our privacy policy attached for more details.
  If you would like your information removed in accordance with our privacy policy, please let me know and I will be happy to assist.
  
  Thank you.

  Customer response

  18/09/2024

   
  Complaint: 22270938
  
  I am rejecting this response because:

  i did not see a disclosure just asking if information is correct. What youre going is still wrong   How can you do a credit check without actually knowing the person is looking? Whos to say somebody doesnt fill in somebodys information without their knowledge. Written or verbal consent should be given before a credit check is inquired. I will never ever use this company to buy a car so yes please remove my information from your files because I know nothing else will be done. 
  
  Sincerely,
  
  *************************

  Business response

  18/09/2024

  We are sorry for your unpleasant experience and we thank you for voicing your concerns. As you have requested we have removed your information as per our privacy policy.

  Kind Regards.

  Customer response

  19/09/2024

   
  Complaint: 22270938
  
  I am rejecting this response because: thanks for removing my indomation. Still not happy. And I feel like its illegal to do a hard inquiry without actual consent. I thought I was just filling out a form to hear from somebody first. Which is why I never even filled out the form correctly. Because I assumed somebody would be in touch with me first like every other company like this one does. Canada drives east. Contacted me first. And when I told them I wasnt interested anymore. They didnt go through with a credit check anyways like ****** did. 
  
  Sincerely,
  
  *************************;

• Initial Complaint

  02/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I uploaded an application at Canadadrives.ca to see if I could get a vehicle. I was immediately connected with 902 Auto Sales. They said I qualified and made offers on various vehicles they thought I would like. I made very requirements on what I wanted. They would hang up and send pictures of a car. I would ask all questions about said car. They would never answer my questions.I actually called Canadadrives and asked , why is it that 902 Auto Sales has my application. They could not give me an answer. Today, again, another call from 902 Auto Sales. I thought and asked Canada drives if all dealers can see my application....apparently not.

  Business response

  12/07/2024

  Hi ***, 

  Thank you for your feedback.

  Canada Drives has developed a nationwide network of partner dealerships to better streamline the car-buying process. Once you submit your application with us we will match you with one of our partner dealerships in your area who will help you find a car suitable to your needs. We only match you with a single dealership, in this case it was 902 Auto Sales. We have confirmed that your application was only shared with them.

  When you called in we explained this process of matching you with a local dealer partner. If you are unable to find a suitable vehicle through this dealership there is no obligation for you to buy from them. You can read more about how our process works on our website here: *********************************************

  Your concerns about the communication with 902 Auto Sales have been noted. We expect our partner dealerships to communicate efficiently and treat all Canada Drives customers fairly, so we apologize for your poor experience with them.

  Your application has been canceled, and you have been added to our Do Not Contact (DNC) list.

  Thank you for bringing this to our attention.

• Initial Complaint

  31/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 6, 2021, I purchased a 2012 **** Mustang Premium with a supercharger installed on it and purchased the extended warranty through Canada Drives, provided by ***************. Within a week of purchase there was a knocking and ticking sound coming from the engine so I was advised to ttake the vehicle to a shop to have it repaired under the warranty. The first shop advised that the vehicle was safe to drive under normal conditions and to wait until the situation got worse as it would be a large repair.As a pleasure vehicle, this vehicle is a weekend drive for me. I bought it with 67,000km and it is at 102,000km now after 2 years. In August last year, the sound got worse and it also developed an exhaust leak so I took it to another shop to have the work done. I was advised that Global warranty would not do the repairs as the car had been modified from its original state, I have not done any work on the car other than regular maintenance. I am looking for Canada Drives to repair the vehicle or have the work done under warranty by ***************. I have tried to discuss this matter with both companies and they keep telling me to deal with the other company. Im frustrated with both companies and want a resolution to buy back the car at fair market value or to repair the car without additional cost to me.

  Business response

  09/02/2024

  Hi *****,
  
  I have personally looked into your claim and can see you spoke to our management team in December, and they went over the circumstances then. Our management team explained that we restructured our business and any complaints regarding Canada Drives purchases would have to have been resolved by March 2023.
  
  We are sorry to hear of your concern, but regret to inform you that we are unable to impact any claims decisions made by our extended warranty partner and provider, ***************. At this time, if you are unsatisfied with coverage offered, or simply have additional questions related to your claim or policy, please contact *************** customer support directly at the number below to discuss *************** Warranty: **************
  
  Thank you,

  Customer response

  13/02/2024

   
  Complaint: 21223672
  
  I am rejecting this response because: *************** will not fix the vehicle because they say the vehicle was modified (which nullifies the coverage and they have told

  me to deal with Canada Drives). I did not modify the vehicle it was sold to me with the superchargers and warranty was issued to me through Canada Drives. The only resolution I will accept is repair of the vehicle,

  the estimate was attached in the original complaint OR they repurchase the vehicle from me at fair market value. They were made aware of the issue from time of purchase and have been passing me back to *************** and they have told me they will not honour the warranty. Email from them is attached.
  
  Sincerely,
  
  *************************

  Business response

  22/02/2024

  Hi *****,

  When you purchased the car in 2021 all documents and disclosures were included upon delivery. As explained, we restructured our business and any complaints regarding Canada Drives purchases would have to have been resolved by March 2023. Unfortunately there is nothing more we can do to further resolve this issue.

  Thank you,

  Customer response

  24/02/2024

   
  Complaint: 21223672
  
  I am rejecting this response because:
  I was never advised by the company that they had restructured and that there was a deadline for any complaints. I feel like this is a BS answer and in poor faith. They knew the vehicle had issues and I was in constant contact with them!! I thought that dealing with a local company that was so supportive in the beginning and was a start up with a lot of potential would be a win win.

  My last proposal to resolve this issue is that they offer $3000.00 towards the repairs (in a sign of good faith) and I will consider this resolved. I will not allow them to wash their hands of this long standing complaint - if they do not agree, I will start my media campaigns to make sure NO ONE ever uses this company and I will proceed to small claims court to recover any monies as I have already discussed this issue with legal counsel.

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

  Business response

  05/03/2024

  Hi *****,
  
  As previously mentioned, we have exhausted all avenues to address this matter further, as the particular aspect of our business associated with this issue no longer exists. We've reached the limit of what we can do to address this matter further.
  
  Thank you

  Customer response

  06/03/2024

   
  Complaint: 21223672
  
  I am rejecting this response because: I am asking Canada Drives to accept some responsibility for not informing me of their restructuring and for misleading me when they sold me the vehicle. The stonewall responses they are continuing to provide are not in good faith. I would like the owner of Canada Drives, *******************, reach out to me directly. Im done dealing with these nameless responses. 

  Im asking for $3000.00 to assist with the repairs to a vehicle that had issues from the start and that the warranty I bought through them wouldnt cover due to the modifications done by the previous owner which *************** will not cover.

   Sincerely,

  
  *************************

• Initial Complaint

  28/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was browsing on used cars last oct 2023 and I stumble upon canada drives on ******** I registered to browse their selection of vehicles. An agent called me around oct 2023 and ask for my details such as my sin no. But what they failed to disclose to me is they gonna do SIX hard inquiry on my credit. I told him I just wanna browse their inventory. And was not looking to buy yet. Now I registered on creditkarma and I saw that there are 6 hard inquiry from different financial institutions on oct 18 2023. I just open my credit card this oct 20 2023 in **** I want to know if we can fix that. Thank you!

  Business response

  04/01/2024

  Hi *****,

  Each time a customer applies with us they are clearly presented with a disclosure that asks for consent for Canada Drives, car dealers and lenders to obtain credit reports to facilitate their application for a car loan. Customers are unable to continue without confirming that they consent to this.
  

  When you're applying for a vehicle lenders try to get you the best option available. They may need to go to multiple banks in order to do this.
  

  With Canada Drives we help you get pre-approved for financing first, so you can shop with confidence knowing exactly what you can afford. Once you complete our online application you will be connected with a local dealership who will show you vehicles you already qualify for, saving you time and avoiding the stress of traditional car shopping. For more information about how our process works please visit *********************************************
  

  For more details about the information Canada Drives collects, including credit reports, please see section 3(c) in our privacy policy attached for more details.
  If you would like your information removed in accordance with our privacy policy, please let me know and I will be happy to assist.
  Thank you

• Initial Complaint

  30/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had purchased a 2017 Jeep Patriot in 2022 off of a website called Canada Drives. I was very happy with the vehicle, and the whole experience. Everything was straightforward and no surprises or changes in pricing. As I was looking into getting something a bit bigger and with some towing capacity, so I went to the website to browse vehicles. The format of the website had changed. You could no longer search through vehicles. It asked for you to put in your contact information, which I did because I thought it would allow me to browse used vehicles. Instead I got a phone call back from a sales person named *******. ******* said he was with Canada Drives, so I felt comfortable knowing that since I had previously had a good experience with them. Also I felt confident knowing that Canada Drives offered a 7-day return policy if you are not happy with the vehicle. Even before finding out about the discrepency in the payment plan and total cost of the vehicle, I had expressed that this vehicle was not for me to ****, finance manager. I had called and stated to ****, the finance manager, within seven days that the vehicle was not for me. I reminded them about the seven-day grace ****** and was told, 'It doesn't work like that." And thI had purchased a 2017 Jeep Patriot in 2022 off of a website called Canada Drives. I was very happy with the vehicle, and the whole experience. Everything was straightforward and no surprises or changes in pricing. As I was looking into getting something a bit bigger and with some towing capacity, I went to the website to browse vehicles. The format of the website had changed. You could no longer search through vehicles. It asked for you to put in your contact information, which I did because I thought it would allow me to browse used vehicles. Instead I got a phone call back from a sales person named *******. ******* said he was with Canada Drives, so I felt comfortable knowing that since I had previously had a good experience with them. Also I felt confident knowing that Canada Drives offered a 7-day return if you are not happy with the vehicle. Even before finding out about the discrepency in the payment plan and total cost of the vehicle, I had expressed that this vehicle was not for me. I had called and stated to ****, the finance manager, within seven days that the vehicle was not for me. I reminded them about the seven-day grace ****** and was told, 'It doesn't work like that." And that they do not work for Canada Drives.Speaking with ******* initially, I just wanted to browse through inventory, who said that they do that for me now, and I don't have to do anything. So I mentioned to him why I was browsing, which was just to see what was out there in the way of a 4x4 and something with more towing capacity than the Jeep Patriot. I had told ******* that I was only interested in payments close to what I was making now on the Jeep Patriot which was $388. He said he had something for a little more, which was 400. I also asked him what the total cost of the vehicle was and he said ******. I said that sounded to good to be true, but since it was a newer vehicle and looked very nice and had towing capabilities, I decided this would be a fair trade.They showed up on the 13th of August 2023 at 11:00 p.m. at night to drop off the 2019 Dodge Durango and take over the loan for the Jeep Patriot that I had made payments on for over a year which should have be credited to the purchase of the new Durango. I was told that night the documentation would be emailed to me, which I have never recieved.My account was debited on the 8th of September for $411 and then I had another debit on the 20th of September for $411. I thought that was strange because that is more than an $800 payment. There is no way I would have agreed to that. Then again in October, 8th and 20th for $411. Now I am very concerned, as I had tried to return the vehicle because I didn't like it, but now it is financially unacceptable.I contacted another car dealer on the 27th of October to try to inquire about getting into a vehicle I would like, and find out more about what was going on with my current payment as I was not being given any information from **** or ******* or having any more conversations with them even though I had try to contact them on different occasions. I have not received any documentation to this date. I was given the information about the amount owing through another dealership and that the vehicle was not even the ****** as we discussed but the amount now owing is $58,000. So basically it is way over my budget and what I had discussed with ******* before getting into the Durango, which I never would have agreed to had I known they were not with Canada Drives or the outragous price and payment plan for the Dodge Durango. * ******* * *** ********* *** ******* ** **** ************ **** **** **** **** ** ****** ** ******** *********** ******* *** ****** ***** ******* ** * ***** ******

• Initial Complaint

  17/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased a used vehicle from Canadadrives in June of 2023. Almost immediately after delivery the car started having issues which we were told thats what a warranty is for. We decided to spend money to fix everything that was going wrong as conveniently the issues we were having were not covered under warranty. Fast forward to October 2023, we called the ********** dealership to book in for an inspection as the car is still showing signs of issue and we wanted them diagnosed. The dealership told us that there was a recall on the car from 2021 and to bring it in immediately as it is a major safety hazard. I called our Canadadrives salesman and he basically stated that repairs will be free and it should have stated recall on the ******. We did not receive the ****** until the car was delivered right to our door and we missed the recall on the ******. Canadadrives should NOT have sold a vehicle with a recall that has not been remedied! This is a bad faith sale selling a vehicle that is a total safety hazard and not disclosing this recall to us or discussing the ****** shows theyll do anything for a sale. No doubt the problems we have been experiencing stem from this recall and we will get this in writing from the ********** dealership. Not only do we have to take time off work and lose money to drive almost two hours to the dealership to get it fixed, this recall should have been disclosed to us and this vehicle should never have been sold to us if there was a chance that it could burst into flames as the recall states being one of the MANY hazards of this recall. We are not impressed and this has been the worst experience purchasing a vehicle we have ever had. Plus when we received the car it was absolutely filthy and the back seat was covered in dog hair and they state that they do a full detail prior to delivery, ya right! ************ *** ******** ********.

*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. ↩