My Self-Help
Information you provided
- Yes, my dealer is listed in the VSA Online Search
- Yes, the licence status is Issued.
- Yes. The vehicle list says the VSA can help
- Yes. My vehicle is used most of the time for personal, family, or household use.
- Yes, it happened, or I became aware of it, less than 2 years ago.
- I have an issue with the vehicle that I purchased or leased from a dealer.
- There is a mechanical issue with my vehicle.
- The vehicle was new.
- My issue is with the manufacturer.
- My issue is with my new vehicle warranty or an assembly defect.
Information we provided
- The VSA helps with issues with licensed dealers, not private sellers
- Vehicle types the VSA can help with
- What does personal vehicle use mean?
- How long do I have to make a legal claim for my issue?
- A dealer must not tell you things about the condition of the vehicle that are not true
- The status of a vehicle as a new, used, or demo may affect your rights as a purchaser
- A dealer and/or manufacturer can help with assembly or material defects and warranties
- Options for dealing with new vehicle issues
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Option 1: I want to contact the manufacturer on my own and try to resolve my issue.
Resolving an issue with manufacturer on your own
If your issue is with the vehicle manufacturer (the car company), not the dealer, consider following the steps in the table below.
1step
Step 1: Be Prepared.
Collect all the facts including documents. Make copies of everything and keep the originals. Examples: receipts, contracts, agreements, emails, and notes you made
2step
Step 2: Speak to the right person.
Contact the business. Examples: customer service or someone with authority such as a manager or owner
3step
Step 3: State your case.
Clearly explain your problem. Examples: copies of your documents, legal information.
4step
Step 4: Propose a solution.
Suggest a solution that you think is fair. Examples: do not dismiss other solutions, if offered (come back the next day if needed).
5step
Step 5: Get help.
If no solution is reached, seek help. See sources below.
6step
Step 6: Take legal action as a last resort.
Get legal advice. The cost of a legal action may be more than what you might get. You may need to take your issue to the Small Claims Court or to the BC Supreme Court
Resources
Office of Superintendent of Financial Institutions: They help with some financing and leasing problems.
Canadian Motor Vehicle Arbitration Plan (CAMVAP): They help with disputes about vehicle defects or warranty. If you use CAMVAP, you may have to give up your right to sue in court.
Competition Bureau Canada: They help with claims of false or misleading statements and deceptive marketing.
Transport Canada- the Federal Ministry of Transportation: They help with safety related vehicle manufacturing defects.
Other Helpful Tips:
- When talking about your issue, remain calm and professional. Do not let anger and emotions get involved. Maintain a positive relationship with everyone.
- Take time to consider all possible solutions. Do not jump to conclusions right away. Be realistic about likely outcomes.
- Write everything down. Make notes of your conversations including names, dates, and times. Keep any documents you received.
- If you are not comfortable talking to someone about your issue, that is okay. Start by writing a letter or email. Click here for a sample letter.