Consumer services is the first point of contact for anyone who has a question or concern about an automotive business or salesperson in Alberta.

Contact consumer services

Consumer services is responsible for the initial assessment and documentation of concerns from consumers, industry and other agencies.

Consumer services officers review each individual file and coordinate follow-up actions which could include facilitating alternate dispute resolution.

Since 2001, Alberta automotive businesses have returned nearly $28 million to consumers through alternate dispute resolution facilitated by AMVIC.

Where AMVIC has jurisdiction, and if there is the potential of a legislative breach, the file is assigned to investigations.

In the 2015-2016 fiscal year, consumer services received:

  • a total of 8,788 calls from consumers and/or stakeholders,
  • a total of 2,141 filed complaints (does not include abandoned complaints),
  • and forwarded 1,166 of those complaints to investigations.

While all potential breaches are investigated, consumer services also identifies when AMVIC clearly does not have jurisdiction. In those cases files are not sent to investigations. However, consumer services may recommend other resources for assistance.

Examples of some reasons why consumers contact consumer services:

Consumer purchased a vehicle from a dealer. Consumer was then informed that the vehicle had liens and the dealer failed to pay them before selling the vehicle. Consumer filed a complaint with AMVIC.

Consumer went into a dealership to look at a truck he found online. He agreed to buy the truck and left a $500 deposit to hold it. He signed a purchase agreement that clearly outlined the vehicle would be held for him for 48 hours to organized financing. The next day the dealership called and said the vehicle was sold to someone else who was willing to pay more. The consumer requested the deposit back but the dealership refused, stating deposits are non-refundable. The consumer submitted a complaint to AMVIC.

Consumer saw a truck advertised for $25,000 plus GST. He went to the dealership to buy it. He was told there was an administration fee on top of that that price. He bought the truck and paid the extra fee even though he was not happy. It was not until later that he found out all-in pricing is the law in Alberta. He filed a complaint with AMVIC.