OMVIC Bullying

A dealer went to OMVIC with a legitimate complaint. A dealer sold them a vehicle with insufficient disclosure.

OMVIC spoke to the selling dealer, but nothing was resolved, and the dealer was told by OMVIC all they could do was sue.

No regulatory action was taken by OMVIC.

The dealer told OMVIC they were not satisfied with their service.

This is what the dealer said:

“Hello nobody panels had to be removed in any way shape or form and we did not remove any body panels whatsoever all you simply needed to do was to put it up on the hoist and yes I don’t plan to do um fix job for them the all you have to do is go on marketplace and look at every dealer selling they don’t say they’re a dealer that you just see the license plates they don’t give their address they don’t say the price plus HST and what would you do about it anyways you did nothing for us you do nothing for anyone except to bother us with other stuff so if that’s the case then I guess I can declare as is and hide behind the a** is thing I don’t have to put it up on a hoist I have no obligation To put it up on a hoist and check it if I plan to sell it as is I guess what’s good for the goose is good for the gander and as far as I’m concerned you do nothing for little dealers like us and it’s just the big dealer who pays you all the fees that you bow down to very simple you cannot do this you have to declare a frame this is a frame not a subframe it’s a frame the frame can not be rotted out that’s a structural issue and you need to look into it because we plan to take these people to court we plan to we plan to make it clear about omevic and their code of ethics that don’t mean anything thank you so much for all your help I wonder what we pay you for have a good day.”

And this is what OMVIC said back to the dealer:


I am sorry you feel this way, but OMVIC is a neutral unbiased party, we do not bow down to any dealer. I also wanted to clarify that you do not pay me, nor do you pay my staff. Your license fees provide you with the privilege to operate as a motor vehicle dealer in Ontario. You may be confusing OMVIC to be an “association”, which we are not. We are a delegated administrative authority responsible for enforcing the Motor Vehicle Dealers Act. In doing so our role is to license dealers, monitor conduct, and protect consumers.

I must remind you of your professionalism obligations under the Code of ethics regulations which states:

Professionalism
9. (1) In carrying on business, a registrant shall not engage in any act or omission that, having regard to all of the circumstances, would reasonably be regarded as disgraceful, dishonourable, unprofessional or unbecoming of a registrant. O. Reg. 332/08, s. 9 (1).

If you have any new information regarding your complaint that you wish to share, please provide it to the Industry Standards and Conduct team. If you feel that the team misunderstood what took place, then please clarify that with them.

Any further correspondence from you similar to your email directly below may be considered as a breach of your professionalism obligations.

We have informed OMVIC’s CEO Maureen Harquail and the Ministry that legitimate criticism of OMVIC by a dealer, with no threats or intimidation, is not a violation of “professionalism”.

The UCDA will defend its members’ right to freedom of speech and opinion and will not stand for this kind of regulatory bullying.

How ironic is it that OMVIC accuses the dealer of a breach of professionalism when it is apparent to us, that OMVIC are the ones intimidating and threatening the dealer!

Please let us know anytime you feel you are being treated in a similar fashion by OMVIC.

First Annual UCDA Golf Tournament

On July 9, 2025 the UCDA gathered with friends, sponsors, sup- porters, staff and members to play a championship golf course at Osprey Valley.

In 2018, the property entered a new era as TPC Toronto at Osprey Valley, aligned with the PGA TOUR and the TPC Network in a partnership that solidifies the quality promised to golfers who play here. TPC Toronto at Osprey Valley truly is a one-of-a-kind golf experience, where excellence meets accessibility in an unmatched setting.

We raised thousands of dollars for Childhood Cancer and built great goodwill amongst our 140 attendees.

The organization of the event was flawless and much credit is due to the tireless hours of work by our own staff and the able guidance of the TPC Toronto team who were excellent to work with.

We learned a lot from organizing such an event on our own for the first time. In the past, we had worked with Manheim on such events and frankly, they took care of most of the heavy lifting.

When we announced, at our dinner after the event, that we plan to hold a second annual golf tournament next year, there was a big cheer!

Thank you to all participants for coming out and for your generous donations to this important cause.

To make your own donation to any of the causes we support, please feel free to visit our website at https://www.ucda.org/about/ charitable-giving/

 

Artificial Intelligence (AI): Approach with Caution

AI is taking the world by storm. The current craze surrounding AI technology may seem reminiscent of the ‘Dot-com Boom’ of the late-1990s. Investor optimism for AI-based companies is at an all-time high today. The mere mention of the word “AI”, by a company in a press release, is enough to cause stocks to rally.

It definitely has a ‘flavour of the month’ feel about it.

As the trend continues, tech-savvy entrepreneurs have begun to seek their fortune by looking for new uses for AI; however, not all uses are created equal.

AI Hallucinations—A Recipe for Disaster

Using AI in the wrong context is a recipe for disaster. Like any tool, in the right hands, it can help. In the wrong hands, for example, in the hands of people who do not really understand how it works or its limitations, it can create huge problems.

For example, an Ontario judge recently raised concerns that a court document appeared to be an AI creation. When the judge reviewed the document the lawyers filed, it was apparent that the legal cases cited within it were problematic. Some of the cases were completely off-topic. Some of the cases referred to were not even real!

As this law firm learned the hard way, when confronted with a question that it does not know how to answer, AI will often make up an answer and create ‘hallucinations’ in order to please the user. The user still has to do the work necessary to create a valid final product.

Of Course, AI Isn’t Always Bad

While AI should never be a substitute for sound human judgment, it does have its uses.

An AI technology company, by the name of UVeye, is raising eyebrows in the automotive industry. UVeye has created a large scanner, not unlike an MRI machine, for vehicles. The scanner uses two AI systems to perform checks. The first system, called “Artemis”, uses four cameras in order to analyze a vehicle’s tires. The cameras can check wear, tread depth, as well as identify sidewall or alignment issues.

The second system, named “Atlas”, uses 16 cameras to inspect the rest of the vehicle. Atlas is able to identify damage to body panels, rust and corrosion, as well as paint or glass imperfections. The system can provide an instantaneous report detailing any undercarriage or external damage larger than 2 mm.

UVeye’s technology is already seeing significant adoption in the United States and the company is looking to expand its operations. According to UVeye’s website, they have already begun to work with General Motors, Toyota, and BMW dealerships. The company will make its Canadian debut next year. Your dealership can also have access to UVeye’s technology, if you are willing to pay the setup fee for the scanner as well as a monthly subscription of approximately

$3,000 to $5,500 USD per scanner!

While the technology does not come cheap, its uses are plentiful. Dealers, who are willing to pay the hefty ‘sticker price’, can use the scanners to instantaneously inspect a customer’s trade-in for signs of damage and provide them with an estimated value within minutes. Dealers who lease out their vehicles can also use the technology to examine vehicles for signs of damage before returning a customer’s security deposit back to them.

The scanners can also provide information and reassurance to customers bringing in their vehicles for service and repair. This technology provides customers with an unbiased report, which clearly explains any issues with their vehicles. This can help customers make important service decisions such as whether to replace their tires at their service visit.

While it is unclear whether UVeye stores the data obtained by the scanner, if this technology sees widespread adoption by dealers, this information could even be used to record and tell a detailed story of a vehicle’s life—with pictures.

The ‘Buck’ Stops with You

When using AI technology, it is critical to consider whether you are “eliminating inefficiencies” or simply “cutting corners”. It is also important to keep in mind that, at the end of the day, the obligation to perform due diligence on a vehicle, before it is sold to a customer, falls on you. While AI will never be a substitute for sound judgment, the technology is here to stay and it is important that we learn how to use it correctly.

If you are interested in reading the full court case, you can access it by following this link: https://tinyurl.com/5n6preuc Those interested in learning more about UVeye can do so by following this link: https://www.uveye.com/

Crime Stoppers

It was our privilege to attend the launch of Crime Stoppers of Hamilton’s Auto-Theft Awareness campaign on July 8, 2025. Special thanks to Ali Fahad, Vice-Chair and Pat Gillie, Chair of Crime Stoppers of Hamilton.

In collaboration with the Hamilton Police Service (HPS) they launched their Auto-Theft awareness campaign to address incidents of auto theft within the community.

The initiative aims to educate residents about safety, prevention and the significant role the community can play in reducing car robberies and theft.

We were pleased to meet Chief Frank Bergen of the HPS and hear him speak at the event. Hamilton police grapple with an auto theft crisis that affects much of Ontario. The city itself saw a record 1,612 stolen vehicles in 2024.

“If you see something, say something,” Crime Stoppers Hamilton said in a news release, adding its campaign underscores the importance of “reporting suspicious activity and unsafe situations.”

The organization reminds citizens that tips about auto thefts can be made anonymously by calling 1-800-222-TIPS (8477) or online at crimestoppershamilton.com.

We have plans to support the Crime Stoppers Hamilton and Peel Crime Stoppers golf tournaments in September as well.

As Members know, the UCDA has also joined forces with the Ontario Association of Crime Stoppers to tackle the issue of vehicle theft at Ontario automotive dealerships. Our joint efforts focus on education, promotional activities, and law enforcement, utilizing the famous anonymous tip service provided by Crime Stoppers.

The UCDA has sponsored rewards up to $300, for tips that directly lead to the successful recovery of vehicles stolen from dealerships in Ontario. The UCDA wants to make sure that members benefit from the resources they have helped the UCDA to generate.

Individuals that have information can share anonymously toll free at 1-800-222-8477 or online at https://tinyurl.com/4mudw9ax

UCDA Now Offers A Fillable Form

You asked for it, you got it!

We are thrilled to announce the launch of our latest Member service — our newest digital Used Vehicle Bill of Sale, designed to make your transactions smoother and more efficient.

This easy-to-use, fillable document is perfect for handling your sales contracts providing members with professional looking Bill of Sale (BOS).

Key Features

Available to all members: Access is provided to members using your dealer number.

User-Friendly

No more hand bombing multi-part bills of sale. Simple to complete and tailored to suit your needs. Preview at any time to ensure accuracy then download the final UCDA BOS in Portable Document Format (pdf).

Logo & Dealer Information

Your dealership logo, dealership name and address can easily be added to the BOS.

Does the Calculations

Sub-totals and taxes are calculated automatically with over-ride capabilities if required.

Powered by SureFireSolutions.com Inc: Provider of SureFire DMS solutions for Automotive, RV, and Marine Dealership operations in Canada. Ensuring reliability and top-notch digital performance. Existing SureFire DMS clients already have this feature included in their subscription.

Don’t miss out on this convenient new tool, crafted to support your dealership. Visit website https://www.ucda.org/easybos/ to get started today!

 

Extended Warranty Update

Every couple of years or so, we reach out to extended warranty companies on our list to confirm their products are still underwritten by Ontario insurance companies. In Ontario, dealers can only sell warranties to consumers that are insured or registered with a secured line of credit posted with OMVIC.

The UCDA considers insured products to be the gold-standard for consumer and dealer protection, and therefore we recommend our members only sell those products. For many years, we have welcomed companies that wish to participate in our list, maintained for our members, to demonstrate their insurance is proper and in good- standing, provide us with required undertakings and otherwise satisfy us as to their suitability to be on our list.

Those that choose to agree to our terms and satisfy us, appear on our list, which we publish in Front Line and online at our extended warranty page https://www.ucda.org/dealer-faqs/extended-warranties/

Each of the companies listed below have provided the UCDA with a copy of their insurance agreement, along with a written undertaking from their insurer to notify the UCDA in the event the coverage is cancelled or changes are made, as well as meeting any other conditions we require.

Just because a company is not on this list does not mean they may not be insured; they either have not decided to apply or have not otherwise satisfied us. In such cases, dealers should satisfy themselves as to the nature of any company’s underwriting.

After receiving updates from insurers, here is the current, as of April 2025, alphabetical list of warranty companies that have met our requirements for insurance recognition:

USE OF THIS LIST IS AT YOUR OWN RISK. WHILE THE UCDA MAKES BEST EFFORTS TO VERIFY INSURANCE AT THE TIME OF OUR REVIEW, THERE IS NO GUARANTEE THAT ANY OF THE COMPANIES LISTED REMAIN INSURED DURING THE INTERVENING PERIOD. YOU MUST SATISFY YOURSELF AS TO THE INSURED STATUS OF ANY COMPANY WHOSE PRODUCTS YOU OFFER YOUR CUSTOMERS AND THE UCDA ASSUMES NO LIABILITY OR LEGAL RESPONSIBILITY FOR ERRORS OR OMISSIONS IN THIS LIST.

Company NamePhone Number
Assurant Vehicle Protection Services1-800-387-0119
Avanta Dealer Services Corp.1-888-828-2682
Canada General Warranty, Inc.1-866-320-8975
Central Administrative Service Corporation, Inc.1-888-222-3020
Coverage One Warranty1-866-988-1642
First Canadian Protection Plans1-800-381-2580
Global Warranty1-800-265-1519
Guarantee VC / GVC Premium Warranty Company1-800-268-3284
Lions Auto Protection Inc.1-888-852-2608
Lubrico Warranty1-800-668-3331
Nationwide Auto Warranty1-888-674-8549
Sym-Tech i-Select Plus Coverage1-800-363-5796 (press 2)
Trisura Warranty Services Inc.1-844-995-7700
uSelect Warranty Corporation / The Profits Group1-877-692-1329
Veritas Global Protection Services, Inc.1-888-222-3020

The UCDA does not endorse any specific warranty company or product, but strongly recommends that members only offer warranties that are insured by a licensed Ontario insurer.

Small Claims, Not So Small

This court has become more and more significant to ordinary folks over the years. It is a swift and relatively simple path to justice when a judge is needed to help sort out a dispute, normally over money.

In 2010, the amount you could sue for in Small Claims Court was increased from $10,000 to $25,000. In 2020 that was raised to $35,000.

Now the limit has been increased, yet again.

As of October 1, 2025, the monetary limit for a lawsuit claim in Small Claims Court will rise to $50,000.

https://tinyurl.com/35u75ba6

ONLINE-SHOPPERS ARE STILL IN-STORE BUYERS

As reported in early July by Auto Remarketing, a comprehensive survey of U.S. auto buyers shows there is still a place for brick and mortar vehicle dealerships.

In fact, consumers still expect and want that. They do not want to buy a vehicle fully online, and still appreciate, overwhelmingly, the opportunity to make final buy decisions in-store.

A survey of 1,000 Americans who purchased or leased a vehicle within the past 24 months, conducted in collaboration with independent survey company Global Surveyz, found 93% of the respondents expect a connected and personalized journey throughout their car-buying experience, online and offline. 75% said they expect car-buying to feel like any other online shopping experience in 2025.

However, the vast majority of car buyers complete their purchase in person at the dealership. Indeed, Fullpath’s survey found just 5% of the respondents said they made their most recent car purchase completely online, while 15% did everything in person.

That means 80% of car shoppers use a hybrid buying process, which makes the digital-to-dealership transition critical — the survey showed 90% said the switch from online research to in-person purchase should be seamless and 93% prefer dealerships that offer that kind of connected experience.

“This suggests dealers should prioritize optimizing the early digital experiences they offer while ensuring a smooth in-store close, rather than focusing on a fully online sales model,” Fullpath said in its report on the survey. “For dealerships, this means investing in personalization, consistency across platforms and modern marketing systems to create a retail-grade experience that leads to an in-person sale.”

About 86% of car shoppers said a visit to the dealership before the purchase is complete is important, and 56% of them called it very important. Among younger shoppers in the 18-27-year-old range, the visit is even more crucial, with 67% saying it’s very important.

“Our latest survey demonstrates that consumers are demanding smarter, more personalized experiences throughout their purchasing journey,” Fullpath Vice President of Marketing Ilana Shabtay said. “That being said, the survey indicates consumers still prefer to come into the dealership to complete their purchase. This means dealerships that leverage AI and create a seamless online to offline experience will win more business from today’s modern shoppers.”

The survey also looked into how technology and artificial intelli- gence are shaping the future of car buying. When it comes to researching and shopping for a car, dealership websites ranked as the top tool being used by respondents, cited by 77%, just ahead of search engines (73%) and car review sites (65%).

Meanwhile, just 16% of shoppers said they’ve used AI-driven platforms like ChatGPT. In general, consumers are open to an AI assist, with 62% saying they’re comfortable with receiving advice and guidance from AI during the buying process.

Fullpath said that indicates “a critical shift in shopper behavior.” “While AI is not replacing human dealers, it is becoming a trusted

part of the process, especially in the early research and decision- making stages,” the report said. “As comfort levels with AI continue to grow, dealers who thoughtfully integrate AI-driven tools into their digital touchpoints will be better positioned to meet evolving shopper expectations and build long-term trust.”

See the full survey here: https://tinyurl.com/2ed3dt2a

MINISTER WON’T MEET

The new Minister of the Ministry of Public and Business Service Delivery and Procurement is Stephen Crawford.

We have tried for weeks to obtain a meeting with him to discuss OMVIC’s fee increases, spending and funding options. To date, those efforts have been unsuccessful.

With Sept. 1st fast approaching, and the transaction fee set to rise to $22, we feel this is disrespectful to dealers as a meeting with a new Minister, especially when there are important issues to discuss, is fairly routine.

While the UCDA has and will continue to communicate its concerns to the Premier and the Minister, another effective way to bring your concerns about these issues is for you to write to the Minister and the Premier yourself.

Ask to meet with your local MPP to brief them on the impact of these fees on your operations, especially in light of the current economic uncertainty, and request that they communicate your concerns to the Minister.

We invite dealers to have their voices heard and let your representatives at Queen’s Park hear from YOU. If you need help with a letter, we drafted one for you at: https://www.ucda.org/omvic- transaction-fee/

Send it to your MPP: https://www.ola.org/en/members/current

Contact Premier Doug Ford: https://tinyurl.com/bdzfjk59

Contact the Minister of Public and Business Service Delivery and Procurement: The Hon. Stephen Crawford: InfoMPBSDP@ontario.ca

Contact OMVIC: chair@omvic.on.ca

SERVICEONTARIO … A BAD NEWS STORY

We recently published some good news about the success of the transition of some ServiceOntario locations into Staples locations.

Unfortunately, now we have some bad news to share.

We have been receiving calls from some members who complain that some ServiceOntario locations are refusing them service. Outright refusing to serve them!

One member’s experience went like this:

He used to do business at a specific licence office.

His Dealer Authorization Letter, which now has to be renewed every 3 months because of new MTO requirements, expired. This letter tells the office which individuals are authorized by you to do vehicle transactions on behalf of your dealership.

This caused the licence office to drop him from their list of regular dealers using their services and they refused to reinstate him with a new Dealer Authorization Letter. They refused to serve him. He tried other offices and they too refused to take his business.

We doubted this was even legal, so we reached out to the Ministry.

They relented somewhat, but not by much.

This is what they had to say:

“This office has communicated to all dealers since August 2024 that they are unable to accept new dealer registrations due to the additional services and high volume of customers. This office has made an operational decision to focus on their regular dealers, which they implemented, March 2025.

*********** had not been to the office at ************ since August 2024 and, as a result, was removed from their dealer logbook.

While this office is unable to reinstate their dealer status, they are still welcome to complete their transactions by joining the general queue.

As well, appointments can be booked online at select ServiceOntario centres up to four weeks in advance of your visit at https://www.ontario.ca/page/book-serviceontario-appointment“

We told the Ministry this answer was unacceptable to our member.

The “unable to reinstate their dealer status” part in particular.

We continue this discussion with them and are trying to elevate the issue to the Minister directly, but he will not agree to meet with us as of right now.

Meanwhile, if you have an existing relationship with your local licence office, try not to let your Dealer Authorization Letter expire or talk to your office about their policy so you do not get a nasty surprise.