BMW Toronto Honors C$27,162.79 X3 Offer After AI Chatbot Error

3 articles · Updated · The Drive · Jun 20

BMW Toronto reinstated a C$27,162.79 offer to buy back a customer’s 2021 BMW X3 after initially saying the quote from its chatbot “Quinn” was invalid.
A human employee’s miscommunication caused the bot to mistake Zach Giacomelli’s loan balance for the dealership’s purchase price, while a salesperson later said the real offer was only about C$20,000.
CBC News’ inquiry prompted the dealership to reverse course, with sales manager Scott Shadbolt saying it chose to “do right” by the customer.
Canadian precedent has put companies on the hook for chatbot mistakes; CBC noted Air Canada was forced in 2024 to honor a fare rebate after its bot gave incorrect information.