Complaints

• Initial Complaint

  30/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle from them and had it for 2 months, it broke and I had it repaired and spent a lot on repairs It broke again so I sent it back to where I got it, I did ask for a different vehicle or money back but they said NO All I'm asking for is my down payment of $**** to be given back to me

  Business response

  30/10/2024

  This vehicle was leased to Cheryl on July 25/24 so that would be 3 months and 7 day. She has put 11,547 kms on the SUV. Cheryl called on the 16th of Oct and told me that ******** **** has told her that there was something wrong with a sensor in the engine and she said I want another vehicle. I explained to her that we needed to see the vehicle to assess the issue we don't just go by what another shop says. That conversation was ended with just pick up your vehicle. Oct 17th we went with the tow truck to pick it up from ******** **** ** ******** The Mechanic assessed the whole SUV and he found the issue to be a broken clip on the wiring harness that goes into the alternator. ******** **** replaced the alternator so that should have been seen by them its not my shops fault or my dealerships. I have ******** pictures of the broken clip and how the clip should look. ******* *** ** *** ** ****** **** *** ******* * ** *** ******** *******

  Business response

  13/11/2024

  Apon further inspection of the alternator it seems someone has pried at the alternator with a pry bar or something of the sorts and punctured the outer housing and damaged the coil on the inside hence why the alternator was not working 

• Initial Complaint

  16/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’d like to make a complaint against Best Choice Auto Sales and Service in Neepawa ********* **** ***** *********  ** **** ** ********** ******** * *** **** ** *** ******** ***** ***** ****** ** *** *** *** ** **** ****** ** ***** ********* *** *** **** ***** * ** ****** ** ********** ** ** ****** *** * ******** ***** **** *** *** ****** ** ****** ***** What happened was on June 2nd at approximately 1:40pm my 2013 Hyundai Santa Fe abruptly quit running. I was fortunate that my dad, a resident of MB was also headed to Minnedosa for a funeral and was able to pick me up to get me into Neepawa to find a tow truck as no one was answering the phones. (I googled tow trucks). I was able to stop into the ford dealership and a used dealership to inquire about a tow truck. The only available truck in town was ‘Best Choice Auto’. I was towed into Neepawa by Sheba of Best Choice, I rode into town with him to discuss the car, which didn’t happen but his conduct and questions made my uncomfortable and found them unprofessional. Upon getting the car into the shop, they proceeded to attempt to diagnose the issue with the vehicle which they said 100% the timing chain. I was told that they “could do the work, dealerships charge $***/hr, they charge $*** and can do the same work”. They would have to get a timing chain kit ordered and it would be there Wednesday (the 7th) and that it would be a 3 day job but they would pull the engine the day before and the car should be done Friday. I called on the Monday to confirm the kit had been ordered, was told it had been. I called Wednesday they said the kit wasn’t there and would be there Friday. I called Friday at 3pm and only one employee was in the shop (whomever I spoke to I had not seen or spoke to previously) who informed me that no one was there, weekends are busy and they wouldn’t begin work until Monday. I had informed them on the 2nd that I had an important appointment in Winnipeg on the 14th and would need the vehicle back. I was told that I would for sure have the vehicle done. I called on the 13th and was told that now the car had an issue with crank shaft and the job was too big for them. Needless to say, I had since been in touch with ******* ****** and ****** ******* in Brandon and had been informed of a potential engine failure defect recall. The car needed to go to a dealership in order to be diagnosed. Upon speaking with Sheba at Best Choice, I asked for a detailed invoice and also informed him that the car would be picked up by a tow company (costing me $***) from Brandon the following day. He was not pleased I was not having them tow the vehicle. I informed him I wanted to car put back together for transport. My dad was travelling from Winnipeg to Wasagaming and stopped into the garage to grab some personal items. He was handed an estimate (********). The car was not assembled at that time. I was forced to pay the estimate provided (********) in order for the tow company from Brandon to pick up the car to get it to the dealership. I was yelled at by Miranda, and never provided with an invoice. A sales associate from the parts department at ****** ******* called me when the car had arrived and was shocked not only at the paperwork in the car (I still haven’t seen it) but also the condition of the vehicle. The car was not put back together, there were parts “thrown into the hatch” like bolts, the battery, the engine cover and other items. I’m still awaiting visual confirmation of the damage. * **** ** ******* *** ****** ** * ****** ** *** ********** ** *** ******* ** ***** *** *** ********** ** ** **** ** *** ********** ** ******* This will be costing me extra to resolve what problems Best Choice has created. * ****** ** ********* *********** ** ******** (I was told for sure the car would be ready), I’ve been left with no transportation or access to one (there are no car rentals within 75km). **** *** ******** ** ********** **** **** **** ** *** **** ********** 

  Business response

  23/06/2023

  On June 2nd Jacqueline ******* came into the mechanic shop stating that her SUV was dead and needed a tow. Shiva took her to her SUV it was just outside of Arden MB 24kms from Neepawa so the kms there and back would have been 48kms in total. She was only charged for 30 kms. Once back at the shop we ran a scan on the SUV that is a $** plus tax charge that she was not charged for. The scanner showed that it was the timing chain we never know that anything on a vehicle is %100 the whole problem and would never tell a customer that. We told her that we could order the timing chain kit and once it was ordered on Monday June 5th our supplier told us it would be in on Friday June 9th our order run arrives by 5pm. The timing chain kit came on that Friday at approx. 445 pm Karen who had been speaking with Jacqueline the whole time regarding her SUV told her that we could not do it till Monday. On Monday the mechanic started the tare down of the vehicle it is  very big job the engine has to be completely removed. We only have 2 bays with lifts so her vehicle was in the one bay on the second day Tuesday June 13th while trying to get the engine to turn over  it would not and the cam shaft was jammed we had contacted her and Shiva told her that he thinks it’s the engine we were not 100% sure she said she was going to get the vehicle towed to Hyundai dealer in Brandon at no point was Shiva upset she asked to have the vehicle put back together for transport. Her father stopped in to grab some personal items out of the vehicle we asked him if they wanted everything put back together, he said no they will have to take it all back apart any way just put it back together enough that it can be transported to Brandon so we did that and informed her dad that it would be ready to go by noon on June 14th. I Miranda had called the customer 2 times to let her know the vehicle was ready to go and what the bill was.
  A tow truck from ** *** **** ****** from Brandon came to get the SUV I told the driver that the SUV had to be paid for before it could be taken. I got a call from Jacqueline she was quite loud and upset that she had to pay the shop and towing bill she asked me for a brake down of what she was paying for I asked her exactly what she needed on the invoice she told me paid her bill and I released the SUV to the towing company right after I got off the phone with her I made her up a detailed invoice and emailed it to her. She says she did not receive it when in fact the program I use shows me time stamps and dates that the invoice has been seen by the customer (see attached). She had also requested a invoice from our suppliers for the timing chain kit we don’t give those to customers. I did not leave any paper work in the car just her **** receipt. ** *** *** *** ** *** ******** ******* **** *** ***** ****** ***** ** ****** *** *** *** *** *** **** ****
  Our towing rates are $*** plus tax for hook up and drop
  $** plus tax flat deck charge
  $**** per km plus tax
  We only charged her 34kms it should have been 48kms
  So it should have been $*** before tax $****** after tax
  We worked on her SUV 20 hrs and only charged her for 10 hrs
  The timing chain kit costs was ****** plus tax
  As for the shop fees is a standard cost that all shops charge 

  Customer response

  23/06/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  **** ***** ** *** ********* 
  
  My father did not and would not have said to NOT put the car back together. I spoke to Shiva the day before and asked him to assemble the car for the tow and he agreed  

  The tow was 10km one way

  I was told 100% timing chain

  *** ***
  
  
  Jacqueline *******

  Business response

  23/06/2023

  Your father did say that right infront of me (Miranda) the mechanic and the owner and also we do have video camaras in our garage 

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