ComplaintsforEmpire Auto Group

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle (2015 chrysler 200)from this dealership back on august 22 2023. The dealership has lied to me multiple times including lying about the arrangements made to deliver the vehicle to *********** as a favour because my friend is the salesperson. they withheld my vehicle from me up until november 11th 2023, and have been paying insurane and finance payments since september 5, being the first loan payment date. I purchased this vehicle as a safer option for my girlfriends kids than the ***** civic coupe that I also own. after 2 months of arguing with the dealership, I had made arrangements to go down to london on November 11th to pick up the vehicle and in that same day the car died completely in *********** and had to be towed home. I had called the dealership the next day and explained to them what was going on, it took them 2 and a half weeks to come pick up the vehicle. also I had an open complaint with ***** but they said they wont do anything. on november 28th 2023 a driver came with a trailer to pick up the car since it was dead completely. it would not start, the vehicle accessory mode could not be shut off unless the battery was disconnected, one of the rear windows was still not working after they stated it was repaired when i picked it up on november 11th. the whole drivers side front to back was soaked with water. this dealership has had my car for a month and half and doesnt update me on anything about it, they have never called me once in regards to the car, only after ive called for 2 days straight do i finally get a call back or an answer about what is wrong with my vehicle. they are lying to me about the whereabouts of my car, stating that its at *********************** in london but the Chrysler dealer says theyve never seen my car. i finally get a hold of the dealer i purchased the car from and i am told the chrysler dealer had to send the car to a transmission shop, but when i spoke to the dealer, they said theyve never seen it.

  Customer response

  10/01/2024

  something else i would like to add, i contacted this transmission shop and they do have my vehicle but was completely unaware of what was taking place. the mechanic at this transmission shop was extremely shocked and disappointed that this is happening and said he will be billing Empire Auto Group entirely for the repairs. the third party mechanic   was also unaware of the major leak in the vehicle as the mechanic that certified my vehicle at empire auto group, failed to mention that after the third party mechanic found major water damage on the interior fuse box and other electrical components. the mechanic that certified my car has also been lying to me about the condition of my vehicle currently, stating that the third party mechanic was almost done and test driving the vehicle to make sure it was performing properly. when i asked the third party mechanic about the condition of the vehicle, he explained that it was in pieces, not able to start or drive, sitting outside his shop because he was away for personal reasons and ***** worked on it since this past monday january 8th. i had explained to him that the mechanic at empire auto told me the car was running and driving he was very disappointed that the empire mechanic was not updating us, as the third party mechanic was updating the dealership almost everyday that the vehicle was worked on. 

  Business response

  11/01/2024

  We appreciate the opportunity to address the concerns raised by *************************** regarding his vehicle purchase from Empire Auto Group in London. We take all customer feedback seriously and strive to provide transparent and satisfactory resolutions.
  It is regrettable that **************** complaint seems to omit crucial details, which we believe are essential for a fair understanding of the situation. We would like to clarify some key points that ************ conveniently left out.
  Firstly, it is important to note that the salesperson involved in this transaction is a close and long-time friend of ************. This pre-existing relationship *** have influenced certain expectations and dynamics throughout the purchasing process.
  Secondly, **************** frustration with the financing aspect of the transaction needs to be considered in the context of his credit history. Due to challenges in securing traditional financing, he had to resort to a ***********************. This alternative option required a cash down payment of $1500, which, unfortunately, ************ found difficult to afford initially.
  To assist ************ in overcoming this obstacle, we, as a gesture of goodwill, covered his down payment and worked out a reasonable payment plan that he could comfortably afford. This allowed him to expedite the process of taking delivery of the vehicle.
  It is crucial to highlight that **************** delayed receipt of the car was not due to any fault on our end but rather a result of his financial constraints, which we took steps to accommodate.
  Additionally, it is disappointing to acknowledge that ************ exhibited rude and offensive behavior, including the use of curse words and off-color comments, even before taking delivery of the vehicle. This type of behavior is contrary to the standards of professionalism and respect we uphold at Empire Auto Group.
  We are committed to providing comprehensive and transparent information to ensure a fair resolution. After ************ arranged to collect the vehicle, he encountered an issue while driving and promptly contacted us to address his concerns. Recognizing the importance of customer satisfaction, we took immediate action to remedy the situation. In a gesture of goodwill, we arranged to have the vehicle picked up from Mr. ***** home in *********** at no cost and transported it back to our facility in London for thorough diagnosis and repairs.
  Upon inspection, the vehicle was found to have an electronic issue that was affecting the transmission. Given the complexity of the diagnosis, which fell outside the scope of our in-house expertise, we outsourced the repair to a specialized service provider. However, as of now, we are still awaiting a definitive explanation as to the exact nature of the fault.
  It is important to highlight that, despite the challenges in diagnosing and repairing the issue, we
  have not made any demands on the outstanding loan of $1500 that we covered on **************** behalf. We understand that this has been a challenging situation for him, and our focus remains on resolving the vehicle concerns and ensuring his overall satisfaction.
  We are committed to keeping ************ informed about the progress of the diagnosis and repair efforts. Once we receive a definitive explanation, we will work closely with him to address any remaining concerns and find an appropriate resolution.
  Despite our dealerships best efforts to address and rectify the issues with Mr. ***** vehicle, we regret to inform you that he has continued to actively solicit and negatively promote our dealership, its personnel, and reputation through multiple ****** reviews. As of now, we have identified three active negative reviews that, unfortunately, exhibit a bias that *** be causing undue distress to our business.
  It is essential to note that we have been transparent and proactive in addressing Mr. ***** concerns, including arranging the pickup of his vehicle at his home, securing special financing when all bank sources declined *******, covering the down payment on his behalf so he would no longer need to wait, and outsourcing the necessary repairs to ensure a thorough diagnosis. We are committed to finding a resolution and providing exceptional customer service.
  Despite our ongoing efforts, ************ has chosen to express his dissatisfaction publicly, creating a negative impact on our dealerships reputation. We acknowledge the importance of customer feedback and strive to address concerns professionally and constructively.
  We are actively monitoring online platforms, including ****** reviews, to address and respond to customer feedback. However, we believe it is crucial for the Better Business Bureau to be aware of the challenges we are facing in managing Mr. ***** negative online presence, which *** be affecting our business unfairly.
  We remain committed to resolving Mr. ***** concerns and providing him with the best possible customer service. Additionally, we kindly request your guidance on addressing the negative reviews to ensure a fair representation of our efforts and dedication to customer satisfaction.
  In response to Mr. ***** settlement request of $4882.11, we want to express our willingness to settle this matter promptly. If ************ prefers to conclude the matter without repairing the vehicle, we are open to resolving it in the following manner:
  1. ************ is invited to collect the vehicle, which is registered in his name, at his earliest
  convenience.
  2. Upon vehicle collection, ************ is kindly requested to bring the outstanding debit of
  $1500.
  3. Subsequently, he will make arrangements to transport the vehicle away from our facilities and our associates. Please remind ******* that every day the vehicle remains uncollected there will be a storage charge of $49.95+ H.S.T added to the outstanding debt.
  Alternatively, we propose an amicable resolution to address the negative impact on our business and expedite the process:
  1. ************ refrains from attempting to negatively impact our business through ****** reviews. Connects with anyone he has influenced to write a negative review and have all of them taken down.
  2. Acknowledging our commitment to resolving the matter quickly, ************ understands our efforts to rectify the situation and complete the required repairs to his car.
  3. Upon agreement, we will expedite to the best of your abilities the repairs and have the vehicle prepped for collection at our facilities in London, ensuring a smooth and efficient
  process where the vehicle is in proper order.
  We believe that reaching a cohesive, mutually beneficial settlement agreement will be in the best interest of both parties and contribute to a positive outcome. Our commitment to customer satisfaction remains unwavering, and we look forward to resolving this matter to Mr. ***** satisfaction.
  Our intention has always been to provide exceptional customer service, and we appreciate the ********************* involvement in helping us achieve a fair and satisfactory outcome for all parties involved.
  Please do not hesitate to contact me us if you require any further information or clarification.
  
  

  Customer response

  17/01/2024

   
  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. One thing I would like to add is that the vehicle be delivered to me after repairs are complete as i was promised delivery originally back in August 2023. I will also have the reviews removed today. Thanks. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  26/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle on May 19, 2023 from this dealership Empire Auto Group for 11,000$ cash plus HST and licensing. The dealership sold me the car safetied. I’ve had the car for a total of one month and half of it has been spent in the shop. The owner acknowledges the wiring harness issue is unsafe but won’t give us our money back, rather have us trade it in for another more expensive reliable vehicle from them. We don’t want another vehicle from them at all. They have “fixed” this issue with electrical tape multiple times. We’ve gotten a second opinion from another shop, we’ve also contacted OMVIC and they recommended reporting here. We don’t know what to do. They want us to take the car and put our five children in it and continue driving it as though it’s safe and not a fire hazard at any moment. They won’t properly fix the issue or just refund my money. This isn’t how a business should be run. If needed I will seek legal advice should any of the other resources not be of any help. This car isn’t safetied properly and it isn’t safe to drive. This is how they choose to run their business. I’ve spoken with the manager ****, and the owner **** on multiple occasions.

  Business response

  05/06/2023

  Dear ****,

  Firstly, we understand that you were disappointed with your purchase, and we sincerely apologize for any inconvenience this may have caused you. As a business, we always aim to provide our customers with the best possible service and ensure their satisfaction. That being said, we would like to emphasize that our dealership does not have a standard refund policy in place.  Despite this policy, we acknowledged your dissatisfaction and attempted to find a resolution. In order to accommodate your request, we offered to issue a refund for your purchase. However, as there were certain costs incurred in relation to the vehicle, we proposed deducting those expenses from the refund amount. We believe this was a fair compromise given the circumstances.  Unfortunately, it seems our proposed solution did not meet your expectations, and you chose to leave the dealership without further discussion or compromise. Regrettably, if we are unable to reach a mutual agreement, we must assume that you intend to pursue legal action.  We genuinely value our customers and their satisfaction is of utmost importance to us. We would welcome the opportunity to address your concerns directly and reach a resolution that satisfies both parties. If you would be willing to reconsider our proposal or discuss the matter further, please do not hesitate to contact our customer service department.  Once again, we apologize for any inconvenience caused and appreciate your understanding in this matter.  Sincerely,

• Initial Complaint

  27/04/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I have never done business with this business. The person who owned my phone number before me had. I continue to get text messages from this business even after multiple attempts to have them stop and remove my number from their system. My most recent interaction with them I was assured my number was taken out and I would not be contacted again. I just received yet another spam advertisement text message from them. This has been going on for about 5-6 years now. I don't have all the texts because I lost the ones pre 2020 when I got a new phone.

• Initial Complaint

  22/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Empire Auto Tuesday Feb 1 , 2022. The bill of sale did not reflect the mechanical issues we discussed (back end noise) with the sales rep ****, which we brought to his attention. There were also clear errors in the spelling of my address and email address. Bill of sale also reported a ******* report was given to me which is not true. Upon picking up the vehicle, there were several issues noted: the e brake system is faulty, the rear hatch did not open as it was supposed to, and more concerned the engine light came on after only 1 day of driving and the engine went to 'limp mode'. My partner brought the vehicle back to dealership and asked the issues to be corrected immediately. He was verbally assured this was 'just a sensor' and he replaced 1 coil. No other issues were corrected and the service tech also left oil stains in the vehicle. Within a few more days the engine light came back on again (not flashing this time). We took the vehicle elsewhere to have it checked and this issue was the gas cap. Sensor light was cleared. Vehicle drove ok for a few more days then again the check engine light came on and flashing and vehicle went to limp mode again!!! My partner has reached out to the sales rep to complain and he continues to say "calm down we will fix it" however this appears to be a bad business practice and I have heard from others this is a regular occurrence with vehicles from this dealership! I am paying a LOT of money for a vehicle I cannot rely on and dealing with a business that is very unprofessional and clearly unable to fix the bigger issue here!!!!

  Business response

  03/03/2022

  Business Response /* (1000, 5, 2022/02/26) */ ***************************************************************** ******************************** Our mechanic examined the 2017 ******* TUCSON and replaced the coil that had been brought in for servicing. Despite the fact that we assisted him, your partner was rude to us when he arrived, claiming that he used to work here and being very disrespectful to our Service Manager. He insisted that we send the vehicle to ******* for further inspection, stating that he had already spoken with them about the problem, but they were unaware of it and were still attempting to resolve it. Moreover, the service department made every effort to resolve the issue; but, if you still have any problems, please feel free to contact ****** or **** at ************* Consumer Response /* (3000, 8, 2022/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your reply. You have left out key details that caused my partner to become irate due to the lack of professionalism and knowledge in your service department. The second time the engine light went off we brought the vehicle in the next business day and the service manager via telephone (I was a witness to this conversation) said the issue was a "glow plug" which gas engines do not have. The service manager said he had "never heard of this" and cleared the engine light code and advised us to "drive it around for a while to see if it will come back on". This was an unacceptable response. Therefore we looked into the issue ourselves and called Airport ******* across the street and spoke to several individuals to discuss the issue. ******* from ******* service was very professional and helpful and informed us that Empire is likely using an after market scanner that gave him that code, and the issue is actually a Nock Sensor that was recalled and only a ******* dealership can correct the issue when it is a recall. This is something that I would have expected Empire to be aware of before we picked up the vehicle we purchased. Is it not standard practice to scan vehicles for this type of thing? We called Empire back and informed them of this, and asked Empires service team to kindly drive the ****** across the street to the ******* service team and ask for ******* as he is aware the vehicle is coming. After several hours and many phone calls later Empire still had not brought our vehicle to *******. It wasn't until the following day they brought it over, and according to witnesses at ******* whoever brought my vehicle over was "unprofessional", threw our keys at the service department and said "fix it, we don't know what's wrong with it and call us when it's ready". We called ******* to follow up and they were successfully able to fix the recall, but had to charge us a diagnostics fee because Empire did not follow our instructions of asking for ******* when dropping off who was aware of the situation. Once we picked up the vehicle there were items missing from our car including a Lacoste cologne and two snow brushes as well. Moving forward we will not be dealing with Empire Auto for any service related needs. We couldn't even get a simple apology for having issues with a vehicle I am paying over $28K for which I had in my possession for literally days before having issues. ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ************

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  it was January 13 entered into an agreement to purchase a used vehicle for a trade in The first sales man wanted me to sign documents on internet without seeing the vehicle and when I was spending so much money I thought I should at least be able to see it sales man couldn't t get the vehicle to me to look over and at first I beckoned out but he assured me that they had been doing sales this way for over 20 to 25 years in North America. When I had explained to him that I was very weary because of so much internet fraud he passed me off to his Financial Advisor which in turn was selling me a car that was already sold as he explained so we landed on a ***** SUV and he got a little upset because I would not budge on my fixed amount of what I wanted to pay bi-weekly so he went back to bank talked to them which I have no idea what was said but he came back with 10.49 % financing and if I would spend ten more dollars I would have my SUV among our several text messages he text HAHAHAHA your SUV is not grey it is white and I replied sorry not funny at this time so I had signed for a vehicle that was already sold to someone else and he said not to worry that I didn t have to do it again and that he would use the first signature I seen other papers but figures like trade in amount was different lower and that the mileage was like over 33,000.00 kilometers more than 48718 I told him he had these things that would have to be changed on new papers he said he would and for two weeks I thought they were but the truck comes to me no ownership no nothing and then I had to give him my ownership part of my car which then he says I would have my new ownership and sticker for plate by Wednesday which I did but only the slip no sticker for plate so that's fine I drive the truck to work it is slide ing all over the road when I got to work I check the tires snow tires they are bald no tread on them at all so he put a faulty safety on my truck I want my tires replaced

  Business response

  14/03/2022

  Business Response /* (1000, 8, 2022/02/26) */ ***************************************************************** ********************************* When you spoke with the Financial Advisor, he informed you that the vehicle you were looking at earlier, a 2018 ****** ***** grey, was no longer available, but that a 2018 ****** ***** white with 40,000 kilometers more was, and that you were free to purchase it which you agreed on doing. Furthermore, we did refund you $350.00, for tires, if you need a receipt, we will be more than happy to provide you with that. Moreover, all the documentation you received met MTO standards. Besides, if you still have any issues feel free to contact ****** or **** at ************.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  *********************************************************** Upon signing"in good faith" as they referred to it as, without seeing the vehicle prior, was just the start to a mess. When arriving tk the dealership I was told I owed them 5 grand down payment even though I had already made two payments for the finance agreement for this vehicle while not yet even having seen the vehicle. I was then blocked in their dealership parking lot where they proceeded to take the plates off my car and told me I would not be leaving until I paid the 5grand. The owner was rude, arrogant, non compromising, intimidating and threatening. The only time this down payment had been mentioned was once at the very beginning before I even knew which vehicle I would be getting. I am absolutely disgusted with the owner of this business and the way I was treated and the matter handled. I was told the extended warranty was non negotiable, an added 3grand for 20 thousand km which I did not want but was told I had no choice, upon other questionable charges in the agreement that were never expressed nor discussed. This business is supposed to help those with bad credit but I left feeling completely conned and threatened by the owner. ***************************************************************** ***************************************************************** ****************************************** I would not recommend absolutely anyone to this pathetic excuse of a business . The car was full of dents among other things that were wrong that we're not disclosed upon signing for the vehicle I never got to see in the first place. They mislead me, over charged me and in the end ********* off and refused to fix the issues stating they weren't a necessary to be fixed for safety.

*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. ↩