I am not one to "cyber Complain" but in this case, wanted to make sure others do not make the same mistake I did. I have all documentation and communication in emails, documents or text to prove all info so March Group can deny all they want, it is in written format.
Back ground -> Purchased a car on June 30, 2016 from the March Group, in Ottawa, Canada. A contingency of car being purchased was to fix and paint the front bumper. I was provided with a document signed by March Group indicating the front bumper was repaired and painted. When I picked up the car, the sales person "Tim Percival" informed they have their own group that takes care of this work and that the company has a 1 year guarantee on their work. He and the manager “Mike” bragged about the paint work performed and how good it looked as they showed it to me when I picked up the car.
Issue -> I noticed this spring (May) that all of the clear coast is pealing/pitting from the front bumper.
I reached out to the dealer, spoke to the manager "Shane McInnes" and explained the issue (Condition of bumper and the paperwork provided by them showing they painted the front bumper) . He agreed that this would be covered given the condition of the bumper. He sent me to the company that he says they typically use for painting who could confirm this as they do not have any paperwork on any work performed on cars they own and sell. I found this strange but did proceed as requested. I reached out to the company “Scuffs in a Rush” where I spoke with the Manager at the paint shop, "Josh Denault". Josh was very courteous and genuinely wanted to help. I provided him with pics of the bumper where he agreed this was poor work. He said they had no record of any work being performed after providing him with the VIN number but then upon receiving a copy of the documentation showing it was painted through March Group dealership (signed by them) , he agreed this should be covered by the dealer even if his company did not perform the work. Josh agreed that the document clearly outlined March Group painted the bumper. Josh indicated he would speak to the GM at the dealer who was to get back to me to arrange for repair.
I never heard back. I then reached back to Josh informing him no one contacted me where he apologized and then informed that the GM told him the car was painted before they received the car for sale so were not responsible. Further, he stated the wording “Repair front scratches and paint” on the document actually meant “minor touch-up paint with a pen” instead. Further, the person who signed the document form them does not work in the body shop. Honestly, I have no idea who works were and nor did I care when I bought the car, As long as it was on their paper and signed by them, that is all I cared about. There is a big difference from Pen touch-up to Paint the bumper as far as I am concerned. The GM did not even have the decency to contact me as he was supposed to, and speak to me directly about this. My question to this is how can he say it was painted before they received it so it was not their fault (How does this even matter) , when I have a document stating they painted the front bumper before they sold it to me (and an email from their sales person back then showing this), and his own manager told me upon my first conversation with them, that they do not keep records of work performed on car. This clearly demonstrates that he did not want to take any time looking into the situation and was merely looking to dismiss me. I have it in writing that they painted the front bumper. Even if it was painted beforehand they painted the bumper which now has all of the clear coat peeling off. After speaking again with Josh, he informed me that he understood the situation and told me there must have been some misunderstanding from the GM on the situation, and that he would reach out to him and have him contact me.
Again, for the second time, I never heard back from March Group. I have had to follow-up from my end by leaving several messages as March Group has never got back to me. It is now a week that I have been trying to get answers/support on this from March Group but nothing. I am told the GM is not available or "Busy".
Summary -> I have to admit that the original purchasing experience was extremely frustrating to begin with. Once an all in final price was agreed upon, they then tried to hit me with several “after the fact charges” such as a $450 admin fees for walking around the car and ensuring nothing was broken which they did not perform as once I got home to show my wife the car, she noticed the rear vents were missing so had to immediately return back and schedule a time to get this fixed. They even tried to double bill me for car proof documentation with an additional hidden fee ( I have emails showing this was the case) .. I reminded them that adding all these admin fees was no longer legal in Ontario. When I argued, they stated this was their typical practice. Once I asked for my deposit back, only they then decided to back down and honor the agreed upon price. I should have realized there would be issues down the road with this dealer based on the initial dealings and SHOULD HAVE WALKED AWAY then.
All I am seeking is for the dealer to make right and honor their work by fixing the paint on the front bumper.
UPDATE: I went to the BBB and filed a complaint. I heard back approx a half week later from the dealer that they would repair the issue. It has been taken care off and I am hapoy with the follow-up.