Additional Information for Canada Drives Ltd

As of March 20, 2018 BBB files indicate that this business has a pattern of complaints concerning the following issues:

Sales Practice Issues
- Some consumers allege that sales representatives are aggressive and don't answer questions about services being offered. 
- Some consumers report they are confused about if their services were offered by Spring Financial or Canada Drives, and allege that they are unsure of the relationship between these companies. Some consumers allege that they have had difficulty communicating with Canada Drives because of this confusion.
- Some consumers allege that they were not aware that they were consenting to a credit check when they fill out Canada Drives' application form, and that these credit checks (sometimes multiple) have now harmed their credit.

Customer Service Issues
- Some consumers allege that they receive repeated unwanted calls from Canada Drives. In some cases, consumers allege that they have explicitly asked the business to stop calling them and remove their number from the internal call list, but continue to receive frequent calls.

Advertising Issues
- Some consumers have stated that they are confused about what Canada Drives offers and allege that there is a lack of transparency about what is being offered. Some consumers report that they felt they were signing up for debt consolidation or an immediate loan rather than a credit rebuilding program, and feel that they were pressured into signing up for something they did not fully understand.

We offered Canada Drives the opportunity to address the above identified pattern. Find their response below. 


The following is a response to your request (via email) for more information on June
28,2018. This response is intended to be supplemental information to the response
letter sent on June 27, 2018.

Canada Drives has implemented a number of initiatives aimed at increasing clarity
around our brand, products and services, ensuring staff compliance, and increasing
overall customer satisfaction. The below is an outline of the major initiatives that
have been put in place.

Quality Assurance (QA) Team

Canada Drives has employed a team of 10 quality assurance agents whose primary
job is to review and produce reports on sales calls. The QA team completes reviews
on a random basis which ensures that sales made by each agent are reviewed. The
reports from the QA team are distributed to managers and coaching is provided to
agents on a weekly basis. Any significant agent errors are reported to management
and dealt with immediately. The major goals of the QA team are to ensure that
agents are adequately and accurately explaining the product and the required
mandatory disclosures (product information, loan terms, payment frequency etc.),
that each customer is given time to ask questions and review documentation, and
that their questions are answered correctly. The QA team regularly provides
feedback to managers on ways the scripting and training can be improved and
managers implement this feedback in order to improve the customer experience.
The QA team is a significant investment by Canada Drives to ensure the highest level
of compliance and quality in all our transactions.

Compliance Training

Canada Drives has implemented a mandatory compliance training program for all
customer facing agents. All agents receive the training in their first week after being
hired and then are required to attend weekly compliance reviews for the duration of
their employment with Canada Drives. The compliance training covers regulatory
requirements such as telecommunications and do not call rules as well as sales and
customer services standards expected at Canada Drives.

Canada Drives Website

Additions have been made to the Canada Drives website so that customers are able
to see all the companies that are a part of the Canada Drives Group and the products
that each of them offer. In addition, Canada Drives has made all of the legal
agreements including the terms of service and privacy policy easily readable and
accessible to all customers online at www.canadadrives.ca/legal-agreements. All
Canada Drives applicants are able to review this information prior to accepting and
applying.

We trust that the above provides significant examples provide significant evidence
that the Canada Drives Group is consistently striving to have a positive brand image
and happy customers. Thank you for raising your concerns and we look forward to
continuing to work together.