S. Dilawri Automotive Group
reviews and complaints

The service from this company is sub par at best. To purchase a vehicle from them one would expect a certain level of customer service, but unfortunately it doesn't exist. Whenever I have tried to contact them with an issue it is impossible to get ahold of someone. Even after leaving repeated messages, on multiple occasions, or sending emails to the specific person, I never get a response. If for whatever reason I do manage to speak to someone I am informed that it's impossible for me to have my vehicle serviced for usually a month at minimum. Once I do have it serviced it's a matter of weeks until something else goes wrong with the car, and then yet again it will be months until I can get it back into the shop. For the price one pays for one of their vehicles, and their insane price for any type of service I would expect a certain level of service that they continue to fail to deliver . Save yourself a ton of wasted time and money and purchase from another dealership in the city.

To Whom This May Concern,

I don't normally write reviews or feel the need to contact the Head Office, but after seeing multiple complaints under the Google Review and seeing others undergo similar situations, I felt it necessary to share my story. I truly believe that businesses can learn and better themselves by reviewing what their clients write, and this story is something that needs to be brought to future potential customers attention along with whomever runs/operates this location. I had contacted the dealership back in the beginning of April, where the sales representative was fantastic to deal with and assisted me with all the necessary requirements I was looking for when trading in my 2022 vehicle that was not currently suiting me. I went in late at night to sign for my new 2021 Jeep Cherokee, and even the service I received at that time was flawless and I was extremely grateful for everything they did. When completing the purchasing, it was part of the agreement that the vehicle would be equipped with all season tires and rims along with a set of winter rims & tires (I was also giving them the same thing on my trade in, so it was a fair trade), when the vehicle was ready, they did deliver it (I am grateful for this) but informed me that they did not have the tires ready and I could return at a later date come the winter season to have the tires swapped for free - okay, great! When the vehicle was delivered, it was the first time I was seeing it in the daylight, yes, I know silly mistake having signed in the evening and not being able to see the vehicle clearly. Keeping in mind that this was a previously owned 2021 vehicle, I understood that some wear and tear was going to be there however, there were large deep imperfections on the vehicle that I was not satisfied with. The sales agent once again was great to deal with and had worked with his team to arrange for the vehicle to go into the body shop. However, don't let this fool you, as time went on this quickly turned into a nightmare. I dropped the vehicle off, was provided a rental through enterprise that I was promised would be all under the expense of the dealership - which two months later found out was not true when I checked and seen my own personal card was charged for $650. It gets better, my 2021 Jeep was now in the body shop, I was driving the rental then about two weeks later I get a call saying my vehicle was ready. I drive to the dealership (keeping in mind I live approx. an hour each way and had gone to them based on my initial contact and excellent customer service), and I find that my Jeep does not have the dents fixed and that there is now new blue paint marks on it. I went directly into the service manager and asked if he had looked at the vehicle himself. He came out, took photos, and was upset stating that they were to fix it at the body shop "especially considering the bill" he said he had received. At this point I had been waiting to drive my new vehicle and he did not want me to wait any further and suggested I take it home and that he would deal with this. I took it home and then there was nothing but back and forth between three different people there and it was evident that communication was lacking. When I finally got the service manager on the phone, I was told that the assisted general manager would return my call, but never received a call. I called again that same Friday and was told that the service manager dealing with my vehicle was not in the office, meaning he did not reach out to me as promised before leaving for the weekend. His co-worker was able to reach him personally and played the middle person arranging that when I leave for my vacation I had suggested I drop the vehicle back off while I was away (that way they would not need to worry about a rental again for me) and insisted that I could drop off before leaving and pick up upon my arrival a week and a half later, this they agreed to. Not only was the vehicle not ready on my arrival, but no one would answer any calls or texts which started to really worry me. I went directly to the dealership again this time, where no one I had been dealing with was in or "available" (the assistant GM was there but when told I was there, the sales rep said that it had been a long week and the assistant GM was not available) and I had spoken to another sales representative where I had to repeat my entire situation for the 3rd or 4th time, for him to tell me I needed to "chill". I explained that I was extremely patient but that I was growing frustrated with everything that happened - he promised I would receive a call on Monday (this was Saturday, and the upcoming Monday was a holiday), I quickly corrected him by stating that it was a holiday and unlikely that his offices would be open. I also did inform him that it would be a very unpleasant conversation if Tuesday came and went without a phone call from the Assisted GM - the vehicle body work was not completed, and I was taking the vehicle home AGAIN to make arrangements once more to have this fixed. This had now escalated, I called and was able to get the official GM on the phone - to my surprise he was not informed of any of this that was happening in his dealership which was to say the least, even more disappointing. I also felt that his customer service was horrible and seemed to make a mockery out of everything I was saying. I explained that I even work in sales myself, and the aftercare of clients is equally as important as the initial sale/contact, but he continued to bluff me off and made it sound like I was overreacting. Now we get to the month of May, with so much back and forth I told them I wanted them to pick up my Jeep and have a rental available for me while they finally get the work done on it - keeping in mind I have been making all my payments on the new vehicle. This then worked its way into the first week of June, when they finally arranged to pick up the Jeep and had provided me with a large Big Horn Dodge Ram vehicle that apparently was from there show room - my assumption is that they did not want to eat the cost of another rental. I had also requested that this time while they had my Jeep that upon its completion, I wanted to also have my winter tires and rims ready to go for pick up. A week later I was transparent with them that I was going to be making a trip approx. 5 hours each way and did not know if they would want that kind of mileage on this new truck - I was told that would not be a problem so continued on my way. June 19th is when I checked my credit card that I had given back for the first rental was charged the $650 that I was told by the dealership and rental company that it would not be charged to me - back to contacting the salesperson who I had been working with this entire time he said the AGM would have this sorted. I then had to take more time and energy to contact enterprise and get the invoice number to pass along to the dealership - done. I was told that the dealership that they could not pay the bill directly and that instead they would re-imburse me -- they also could not invoice a cheque in office for me to pick up and as per their policy it needed to be mailed out. June 27th, I received a text saying that my Jeep was ready for pick up AGAIN but no news on the tires/rims or the refunded money. July 5th came and no confirmation of any of this and I am still waiting, I had been texting the sales rep with no response - I later found out they were ill and in hospital, so I then took my concerns to the AGM again. He told me on July 12th he would check the status of everything and get back to me the following day - this was via text. Nothing from him, I continued to send messages and try contacting him from the 14th-19th where admittedly my last message to him was firmer as you can imagine how over the situation I had become. I explained that this was unacceptable and that there promises to follow up always fell short, and I had said if there was no confirmation or refunded cheque in the mail, I would be forwarding my concerns to the Better Business Bureau - as this really had gone too far. I was graced with a response that seemed rather rude, stating that they had been sick for the last 3 days (still did not explain why I never got the call back the next day as expected), he stated my vehicle had been ready with the tires in the back for over two weeks now. He said he gave the keys to the sales rep and had him reach out to me. He finished this text with "I don't understand why you still haven't picked it up. The check has been sent. Come get your vehicle". I explained there was no confirmation on any of this, which was why I had not picked the vehicle up - at this point I am furious and explained that I will be keeping the truck then as collateral until I receive the promised cheque. The most recent news on this matter is that a new cheque was issued last week, and the old one was cancelled, I have yet to see either of these in the mail - I am still without my Jeep, tires and rims and have lost all faith in this. I kept this review pretty tame, but deep down the rage is growing. I did not mention any names specifically as I feel that would be unfair and do want everyone to know that the sales rep, I dealt with was amazing, even despite all the issues that were past his job responsibilities, and he still helped me work through them. I have now invested extra money travelling multiple trips, filling a larger fuel tank than expected right now, the expense that was incorrectly charged to me for the rental, the emotional stress that this has caused, along with the fact that I have not been able to drive my new-to-me vehicle that was purchased. I sincerely hope that this does not happen to anyone else, and fingers crossed I get my vehicle soon and can be done with this dealership. This is almost to the point where I am frightened to pick my vehicle up and worry that something may have been done to it intentionally - praying this is not the case and hoping to be rid of all of this. Remember that this has been ongoing for 3 months now, and these are the sparse details that occurred, I can promise that there was much more that I just did not include in here given that this was already a rather large write up. You would think if the higher ups of the business seen a review such as this that they would call but based on my experience I highly doubt that would be the case. I do have expectations that someone can rectify the situation and potentially compensate me for this awful service I have been undergoing.

I recently filed a complaint about rust on my vehicle which is under warranty (even purchased the 10 year extended). Previous complaint was 1070717. I received a call from the dealership (thanks to you ) stating they would look into it and call me back within a few days. It has been weeks and I still have no answer/resolution.

last December , I went Dilawri jeep dodge Chrysler at ***, to swap the tires. my summer tires were bagged & kept inside my trunk. 3 weeks ago I wanted to swap the tires & I found my summer tires are missing central parts. I called the service dept. to report about missing parts of the summer tires. after 3 weeks of waiting, the manager of the service dept. replied they couldn't find any parts & suggested me to buy the parts again! these central parts fix only with nut & bolts, I think someone had forgotten to return the central parts because it's not press & click.

brand new car appears to be lemon. Dealership sold car with illegal window tint, many other issues with safety features on car- grinds to halt from perceived danger in front and in rear when no danger exists, as well as blind spot detection alerting to untrue dangers. Car has issue starting, and being put into 'park'. Since dropping off at dealership and while in their possession, the car was involved in a front end collision. Diminished value of vehicle now and dealership thinks i should be fine receiving 'fixed' car back when I dropped off car undamaged. The entire transaction and post transaction has been a nightmare. Dealership refused to report accident or file police report until police advised them they would be stopping at the dealership to obtain the report if necessary. Much more to include, will attach document. please see attachment for further explanation of events.

On July 30,(7:40 am) Dropped my *** in for routine maintenance, at Barrhaven Chrysler. This service includes:walk around,recall check,Brake inspection, check and adjust all fluid levels and lubricate,service battery terminals, "FRT/RR BRAKE SERVICE" and "LUBE CALIPER SLIDES", "ROTATE TIRES" check tire pressure, and change cabin air filter. After work(5:30pm) I went to pick up the *** paid the bill ($***) and drove home. After parked and got out of the *** i noticed that the same rear tire (scuff mark) was the rear drivers side so i walked around the *** and realized that there's not even a hand print in the dust on the tire wall or rims at all. All the tires were on the exact same way (rears have less tread) as when i dropped it off meaning "no tire rotation" had been completed and that the tires had not even been taken off. How are you servicing brakes with the tires on?.

I have an issue with Bank Street Hyundai, where they themselves diagnosed a part that is defective on my vehicle, which I purchased new from them in mid April. The part was diagnosed as defective in January. The dealer was supposed to call me when the part was ordered, but never did. I had deferred the problem until my next oil change at the start of April , just before the warranty ended. The appointment was cancelled due to Covid reasons. Since then, I have made 4 appointments to change the part, but when I drive my vehicle over, they state that they ordered the wrong part. And at my last visit on October 1st, they said that the part is no longer covered because the vehicle is no longer under warranty! I have even driven 2 cars to the dealership and back home (because the dealership can't set up an Uber ride to pick me up at my house). I have even contacted *** with hopes to get their help with simply getting my vehicle repaired. *** followed up only once , on October 19th, stating that someone from Bank Street would contact me, and has not responded to a follow up inquiry. Some assistance from the *** would be greatly appreciated with respect to this matter. Thank you!

back in October , i corresponded with the ***, about an issue that i was having with rust on my 6.5 year old car. he arranged for us to get together on October 29th. when i arrived at the dealership that day, we was not present but sent the *** in his stead. I spoke about the issue with the ***. Some of my concerns included the fact that i purchased one of the electronic devices that was supposed to prevent rust from building up. it seems like that after 6 years, with the machine, i got rust and likely without the machine i would have gotten rust as well. seems like the only one to come out ahead here was the dealer who sold me the device. in any case the *** took some photos and was going to investigate further. Since that day, i have sent several follow up emails to both Mr. and to the *** with no one ever following up with me. i even contacted Mr. by phone and received no call back. i find the lack of service completely disturbing. I have been going to the dealership for service over the last 6-7 years and have continued to do the service required of me. Yet when i am looking for some assistance, i can't even get someone to contact me. i am looking for the three rust spots on the roof, at the lip of the windshield, to be fixed.

On April 21, I took my car Mitsubishi Outlander to Dilawri Mitsubishi on *** to have my winter tires changed to seasonal tires. Due to concerns regarding Covid-19 I made sure that during my appointment all health measures were met. Upon picking up my car, after a few hours I noticed that my tire pressure sensor's lights were on. I contacted Dilawri Mitsubishi car services, I was told that I have to bring the car back because they forgot to install my senors. So I took my car again on April 23 to have the pressure sensors installed and I told them that it is dangerous for me to leave the house so often, so they should make sure that they finish the job right this time. Again, after a few days I saw that my light for tire sensors is back on. When I contacted them again they said I should wait until next season when I am installing my winter tires and just have it fixed then. I told them that is absolutely unacceptable and I will not do that. I was told that my only other option is to bring the car back again to their garage. So, again I took my car on April 28th, hoping this would be the last time. Less than 24 hours, my tire pressure sensors were back on. Since this problem started I have contacted the company multiple times. I have tried to file a complaint with the manager. The front employee at the service centre has repeatedly told me that there is no manager, that he is the manager. They have had multiple opportunities to fix this problem and they haven't. They have wasted my time and my money, but above all they have treated my situation in the most careless manner during a time when all of us should take all necessary measures to ensure each other's safety and health.

ON JUNE 1, 202 I TEST DROVE A 2020 JEEP GRAND CHEROKEE. TOLD THE SALESMAN I WOULD LIKE TO TAKE IT BUT I WOULD LIKE RUNNING BOARDS INSTALLED. SIGNED BILL OF SALE ON THIS DATE. ON JUNE 3 I SPOKE TO THE *** WHO TOLD ME I COULD NOT HAVE RUNNING BOARDS AS HE DIDNT HEAR FROM SALES AND HAD ALREADY PUT MY FINANCING THROUGH. HE TOLD ME I WOULD NOW HAVE TO WAIT UNTIL I PIKED UP THE VEHICLE TO EVEN ORDER THE PARTS. ON JUNE 5TH I CAME TO PICK UP THE VEHICLE. I SHOWED THE *** A FEW SCRATCHES AND A HARD WATER/WASHER FLUID STAIN ON THE BACK OF THE JEEP. ASKED IF THIS COULD BE LOOKED AFTER AT THE SAME TIME AS THE RUNNING BOARDS WERE INSTALLED. ON JUNE 8TH VIA TEXT MESSAGE I CONFIRMED WITH THE *** THAT THE RUNNING BOARDS HAD BEEN ORDERED AND AGAIN CONFIRMED THE SCRATCHES/REPAIRS WOULD BE LOOKED AFTER AT THE SAME TIME. TO WHICH HE CONFIRMED BOTH. JUNE 17TH, 202 I RECEIVED A CURTESY CALL ASKING HOW SATISFIED I WAS WITH THE SERVICE AND IF I WAS ENJOYING MY NEW VEHICLE. TO WHICH I EXPLAINED MY DIS-SATISFACTION WITH THE SERVICE I RECEIVED. I WAS TOLD I NEEDED TO SPEAK TO A MANAGER AND PUT TO SOMEONES VOICEMAIL. ON JUNE 22ND I SPOKE TO THE *** ABOUT AN ISSUE WITH MY PAPERWORK BEING FILED AT THE BANK. HE AGAIN ASKED IF I WAS SATISFIED WITH THE JEEP. I OF COURSE EXPRESSED MY DIS-SATISFACTION WITH THE SERVICE OR LACK THERE OF. TODAY IS NOW JUNE 23 AND I STILL AS OF THIS DATE HAVE NOT RECEIVED A CALL FROM ANYONE, NOR HAVE I EVER RECEIVED THE RUNNING BOARDS OR REPAIRS ON THE JEEP. PLEASE MAKE NOTE I CALLED BEATTY DODGE IN BROCKVILLE ON JUNE 16TH AND THE RUNNING BOARDS WERE INSTALLED BY 9AM ON THE 18TH. ITS UNFORTUNATE I DIDN'T KNOW THE DIFFERENCE IN SERVICE AHEAD OF TIME, I WOULD HAVE LIKED TO GIVE THEM ALL OF MY BUSINESS.

I purchased a BRAND NEW vehicle at Dilawri Barrhaven Chrsyler Jeep Ram. This deal was negotiated via text with "***" a fantastic salesperson and agreed upon the day before entering the dealership to sign the papers to the already negotiated deal. When I arrived, I was offered a $500 gift card from a "fca rep" who stated i would receive this card if i bought a vehicle that day. Unfortunately despite me buying a vehicle that day, confirming when leaving the dealership that day if I would receive the card and being told yes i would receive it by the "fca rep" and the manager on duty, I have been told that I will not due to this $500 being used in the deal to discount my vehicle. This is untrue as the deal was negotiated and agreed upon the day before entering the dealership and before I even knew about this gift card existed. I have had nothing but issues with this dealership such as issues with the window tint that was done before my delivery (2020/11/26) which is full of bubbles which should have cleared by now. Another issue exists with the rear bumper that has line-x bed liner on it which can not be buffed out as it will cause more damage to the bumper/paint. The rear bumper also has a crack in it. A crack in a bumper only occurs when their is impact to it, which clearly both bumper issues were missed by the dealership when delivering the vehicle to me and left for me to discover days after receiving the vehicle when their was no snow or slush on it. I have brought this to the attention of the manager (***) at the dealership who has met all complaints with anger and aggression claiming "harassment" from me when I'm simply trying to resolve the issues caused by the dealership. *** refuses to speak to me, refuses to acknowledge and/or fix these issues or allow me to speak with the owner of this dealership.

I purchased my brand new 2018 vehicle at the Dilawri Hunt Club location in 2017. I recently encountered my first issue with the vehicle at about 75 000 km, roughly 4 months prior. 1- FIRST TIME FOR SERVICE ON ISSUE: I Brought my vehicle in for servicing as my car is under warranty, they reset the transmission/computer before test driving the car which resulted in not finding anything and temporarily "fixing" the issue as the issue has something to do with the system/computer/update; I also got charged 130$ out of pocket for diagnosis time (1h of taking a look at the car and not finding anything). 2- SECOND SERVICE FOR SAME ISSUE: The second time around I went in as the issue started back up and I was getting a full service done on my vehicle as well. After taking a look, test driving my car they once again claimed there was no issue with my car. I got charged for diagnosis time once again, out of pocket. They also did not reconnect my windshield washer pump, and left a large dent on my car, They did a walk round with me for dents damages before dropping off the car and in any case they would mark down any dents a customer has on their car so they would not come back and say it was done at shop. So in this case, nothing was written down which means the dent on my upper passenger door was made during the service. 3- THIRD TIME FOR SERVICE ON SAME ISSUE: I called and went in a third time to resolve the issue, as it started back up again while I drive, on the phone during the booking I listed all the issues/ previous issues that happened during the second servicing for them to be written down in my file to be followed up; I dropped my car off at 10:30 am and tried calling the services back around 1h00 and 2h00 pm and left voicemail; They called me back at 5:00 pm, after the car was there for many hours, doing nothing, one of the service advisors told me they did not find any issue with the car again; The first worker apparently test drove my car and did not find anything then they apparently got the *** to test drive the car to confirm if there was issue or not, he decided to use my car to go to Barrhaven as he apparently already needed to drop off something in the area, so he would test drive at same time. ***So he used my mileage and gas without authorization ?*** and apparently still claims the car drives "flawlessly"; So after talking back and forth with the person on the phone they suggested leaving the car overnight and someone would call me in the morning to take a test drive with me but I needed my car the same night so I asked top pick it up. They ordered me an *** to drive down from Orleans to Hunt Club at 5:30 pm in traffic. I got there and they refused to let me take my car unless I once again pay this 130.00$ for diagnosis to tell me once again they don't find anything wrong with my car; I did not receive any receipts for topping up my gas and no notes were taking about the test drive I would do the following day so the worker helping me had no idea what I was talking about. After all this they also completely ignored the dent on my door and did not follow up with this issue. This is the next morning and still have not received any call from the dealership to schedule a test drive regarding the issue. The employees at Dilawri Hunt Club are not "mechanics", if its not a simple service like oil change or changing tires they seem to have no knowledge on any computer, transmission issues because they claim me to be making this up since I see an issue when I drive and they don't.

In 2014 I bought an *** at the mentioned location, and a few years later I learned many of the cars were recalled due to faulty engines, customers hearing shaking, and rattling noises when the car is running, and the car often feels like it going to shut off when driving. My engine completely went dead in Oct of 2020 and considering I had paid for extended warranty when I purchased the car they gave me a hard time to replace it. After the car was returned it was never the same, the engine light constantly went on and off and when I called to mentioned it I was mostly ignored or told as long as it comes off its ok. Please keep in mind that this is the car I commute with 40mins on the highway with 5 days a week and sometimes with my children. This is considered a huge safety concern for me, right now in nervous driving this vehicle. On Tues Feb 2, on my way to work while entering the highway as I increase my speed the car jolted and the engine felt like it was going shut down, while in fear because the road was so busy I quickly got off the next exit and drove slowly to work. I called the dealership and they asked me to bring it in, therefore it was towed in. Two hours later I was told the car was tested and assessed and the issue is fixed. They claimed it was scanned and the problem was "incorrect purge flow" and they replaced the purge valve. I got my keys to start my car and it could not start, I went back inside spoke with *** (the assistant manger) his words were "I don't know maybe its your battery! you would have to get that checked"...to my surprise! I did'nt understand how I send it for and engine problem and now I have a battery problem. He also claimed he couldnt get me a rental or uber because the car have deemed not drivable, and he's not a technician he cant decide anything until the next day. left in tears and find my way home and uber to work the next morning. The next day i got a call from Will a tech at the dealership stating that its my battery that have the problem and they can replace it for 244, which even thou im thinking at the time they are manipulating me but i needed my car for work so i agreed for them to change the battery. To my surprise when i reached the dealership on Feb 3 around 5pm my total bill was $429.39 he claimed I was told about the amount, which I had no idea about I was quote 244 I will attached all in invoice. I would have disagreed and get it done elsewhere, if i knew it would be this high amount. I felt that they wanted to add anything they can exceed the bill. However after I paid, to my knowledge when I start my car it had the same issue that was there when I bring it in..so they changed my battery and still didnt the fix the original problem, I tried to tell *** who was the manager he insisted the car was fine and its making the noises because it was cold, he was very rude with me and telling me he have to close and im taking up his time, he basically was trying to kick my out of the facility after I paid my money. I had a male friend close by and I had asked him to come and checked it out because I needed a witness, *** entire attitude had change and that's the only time he decided to listen to me and agree to keep the car for another assessment. so after I paid my bill I was still left without a car. Next day I was called again saying it was "faulty coils" and it was replaced, my question is how come they didnt see this issues if they had already did an assessment? At this point would like to involve a third party to [censored] the situation, its unethical to tell people one price and then when everything is done its a huge difference. I had also asked *** to put my old battery back he said it couldnt and even if he did he would still charge me 200 for installation, he was very rude dismissive. I should pay for what what i was quoted, they took the option away from me to get it done for cheaper, this is not fair.