Give your dealership a chance to resolve any complaints

Bob Attrell

TADA PRESIDENT

A typical new-car dealership handles hundreds of customer interactions each day. Most of these interactions go smoothly and both customers and dealerships are satisfied.

But there are times when customers are not pleased with the product or service they've purchased. In such cases, customers have every right to complain to the dealership, the manufacturer or an independent body, such as the Ontario Motor Vehicle Industry Council (OMVIC).

In my career, I've encountered situations where dissatisfied customers have berated and insulted my staff in expressing their displeasure over a perceived wrong. This is an unproductive way to approach a complaint, as it often leads to bad feelings on both sides.

If you do have a legitimate complaint against a registered new-car dealership, then you deserve to have your concerns addressed quickly and in a professional manner. Approaching your complaint with a degree of courtesy and clarity will ensure that you get a fair hearing.

By legitimate, let's be clear. I don't mean purchasing a car and returning it two weeks later because of buyer's remorse. Nor do I mean complaining about the cost of vehicle repairs after you've authorized the repairs and the work has been completed.

If you have a legitimate complaint about the quality of repairs, poor service or a mechanical defect, first try contacting your salesperson and/or service adviser. It's possible that your complaint is the result of an honest error or a simple misunderstanding.

If your complaint can't be resolved by your original contact person, then speak to a department manager. Managers usually have more authority than front-line staff in solving disputes.

Your final point of contact at the dealership should be the dealer principal. He/she often provides the role of a neutral third party, who can review both sides of an issue before making a decision.

A dealer principal can overrule any decision made by the manager or front-line staff. He can also refer you to the manufacturer so that you can present your case. Contrary to popular belief, dealer principals can't exert influence over decisions made by the manufacturers.

If your complaint can't be addressed by the dealership or the manufacturer, you have other options. You can file a complaint with OMVIC, our industry's self-managed regulatory body that offers a complaint handling service for consumers.

When filing a complaint with OMVIC, make sure you document all conversations and keep all paperwork (bills of sale, correspondence, etc.) related to your complaint. OMVIC will work with the dealership and the customer in attempting to resolve the complaint.

If you've purchased a car privately – either from a non-registered dealer or an individual – then OMVIC can't help you. When you buy a car privately, it's buyer beware.

If your complaint has to do with the purchase of a new vehicle, you can contact the Canadian Motor Vehicle Arbitration Plan. CAMVAP provides assistance, at no cost, to consumers with regard to the quality of the vehicle or any warranty issues from the manufacturer. All arbitration decisions are final, and participants effectively waive their right to subsequent civil action.

Whatever your grievance, always give the dealership an opportunity to address a complaint.

I know customers who have not bothered to contact a dealership about a problem. Instead, they've opted to vote with their feet by taking their business elsewhere.

Dealers will always listen to legitimate complaints and do whatever is fair and reasonable in trying to resolve them. They want their customers to leave happy and to feel good about their purchases.

This column represents the views of TADA. email: president@tada.ca or visit www.tada.ca.

Bob Attrell, president of the Toronto Automobile Dealers Association, is a new-car dealer in the GTA.

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