FAQ

Consumer FAQs

What are the protections of buying from a licensed dealer?

Licensed dealers must sell vehicles in a clear and transparent manner
Dealers must stand behind the representations they make about a vehicle
Dealers must not withhold or provide information that would cause you to make an error in judgment about whether or not to buy the vehicle
Dealers must meet strict standards, including certain declarations and disclosures
Dealers contribute to a customer compensation fund for eligible claims

What are the benefits of buying from a licensed dealer?

Dealers often have financing available
Dealers often offer a range of warranties
Many dealers have service departments
Dealers make an investment in their staff, operations, reputation and community
There is a tax advantage if you use your vehicle as a trade-in at a dealer
The Vehicle Sales Authority can assist you only if you buy from a licensed dealer

What strict standards must dealers follow?

Dealers must declare if a vehicle has been registered out of province
Dealers must declare if a vehicle was used as a lease, rental, taxi or emergency vehicle
Dealers must declare prior damage over certain limits
Dealers must guarantee that their vehicles are free of liens
Dealers must comply with strict standards when leasing a vehicle
Dealers must offer used vehicles that meet minimum safety requirements, or
Dealers must declare vehicles as Not Suitable for Transportation and be towed from the dealership

What should I disclose as a buyer?

You should be very clear about your preferences and requirements. By doing so, you are indicating what is material to you as a buyer. The dealer is then required to disclose anything that would be material to your decision to purchase the vehicle. This could include such things as:

Whether the vehicle was declared as salvage and rebuilt
Whether the vehicle was stolen and recovered
If the vehicle sustained damage under $2,000
The actual amount and type of any damage over $2,000

What should I do before I buy or lease?

Use our Buying Guide
Read our Consumer Protection facts
Contact the VSA:
- By email
- or call 604-575-7255 or toll free at 1-877-294-9889

Resolve a Dispute

What can I do if I bought from a licensed dealer and I have a problem?

Try to resolve your problem with the Sales Manager, General Manager or Dealer Principal
Use the Resolving Disputes consumer facts as a guide
If you can’t resolve your problem, or if you believe the salesperson or dealership has acted illegally, click here for more information on how to file a consumer complaint

What if I bought from an unlicensed dealer or curber?

If you have information about a person you believe is operating as an unlicensed motor dealer, you can report them using the Report a Curber or unlicensed Motor Dealer form. You may make the report anonymously. If you have purchased from an unlicensed dealer, the VSA has very limited authority to assist you. Use the VSA public search to confirm the dealer is not licensed. (ADD LINK)

What conditions must be met for the VSA to investigate?

The dealer must have been a licensed dealer at the time of the transaction
The vehicle must have been purchased for personal use
You must provide sufficient grounds to investigate
Allegations against the dealer must be within the VSA’s authority to investigate
You must read and agree to the terms of service
If the motor dealer is no longer in business, consider making a claim for compensation from the Motor Dealer Customer Compensation Fund

What will happen if the VSA cannot act on my complaint?

You may be referred to another agency if the VSA does not have jurisdiction
The VSA cannot act as your lawyer or provide legal advice

What is the role of the VSA when investigating and reviewing a complaint?

The VSA gathers and reviews evidence to determine if there has been a breach of the legislation administered by the VSA
The VSA must act in an impartial manner as required by the legal principle of procedural fairness
The VSA is not an advocate for a consumer, a dealer or a salesperson

What are the steps in the complaint process?

Complaint review will begin only when a fully completed VSA Consumer Complaint Form and the required supporting documents are received at the VSA. Click here for more information on submitting complaints
Once complete, your complaint will be reviewed to see if the VSA has jurisdiction and grounds to investigate
If your complaint qualifies, it will be sent to the dealer for their response and you will be notified that a complaint investigation has started
The dealer will be given 10 business days to provide the VSA a response to your complaint. If a dealer response is received by the VSA, it will be shared with you
The length of the investigation will vary based on how complex it is and VSA staff resources
During the investigation, the VSA will contact you as needed
The VSA will notify you in writing about the outcome of your complaint and your options if you disagree with the results of the investigation

Terms of Service

What am I agreeing to by sending in a signed VSA Consumer Complaint Form?

The release of your information for investigative and statistical purposes
That the information is true and accurate to the best of your knowledge
That you may need to provide more information, provide sworn testimony or attend a hearing in order to resolve your complaint
The information you provide may form a part of a formal decision of the Registrar and be posted on the VSA website
The information that you provide is collected in accordance with the VSA Privacy Policy

Why is my private information being collected?

Your information is needed for your complaint to be evaluated and investigated
Your information is needed for administrative action to be taken
Your information and statements may be shared with the dealership
Complaints that result in a Registrar’s Decision or a Compliance Undertaking will be published on this website
The VSA Privacy Policy guides the collection and use of your private information