Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 6, 2024, I took my car to Emich *** for a routine oil change. However, the service department informed me that my vehicle was subject to a recall related to theft and safety issues. Trusting their expertise, I allowed them to proceed with the recall-related work.Unfortunately, during the recall service, they caused severe damage to my vehicle, making it completely inoperable. Afterward, I was informed that they could not locate a replacement control module for my car, essentially rendering it useless. Instead of offering a solution, they told me I would have to dump my car with no compensation, despite the fact that my vehicle had no prior issues before their intervention.Additionally, Emich *** failed to provide me with any form of transportation assistance. They did not offer a rental car or any alternative means of transport, leaving me stranded despite the fact that I had traveled 25 miles from my home for what was supposed to be a simple oil change.This experience has been incredibly frustrating and financially burdensome. I believe Emich *** should take full responsibility for the damage they caused and provide a fair resolution, including either repairing my vehicle at their cost or offering appropriate compensation. Their negligence and lack of accountability are unacceptable.I am requesting immediate action to address this issue.

• Initial Complaint

  Date:01/12/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was pre-qualified for the specific vin# ***** Malibu at Emich *** via *********** for roughly 6% interest, 3k down 60month. While attempting to purchase the vehicle ******* kept telling me the *********** rate was just a pre approval number and they would only know the true rate if I filled out a credit application. I completed the credit application and they came back with the lowest rate they could offer was 8.67%. More to this but to summarize, ******* was adamant that this was the best rate. So I asked ******* to submit it through *********** for the rate they quoted me. He came back with 8.67% written on a piece of paper stating that was the number from ***********. I asked to see the computer or paperwork showing the offer from ***********. He states that he couldn't show it to me and he couldn't print it out. I got the feeling he was lying to me. I asked for a manager and ******* stated that this came from his manager. I told him I would not do the deal for 8.67%. He basically said thanks for stopping by. I reached out to *********** via chat and Sheenna checked the vin#, make, model and verified the 6.17% rate is what was approved and sent to Emich ***. The dealership sent the creditapplication to ***********, it was approved and sent back to Emich *** for 6.17%, but ******* apparently lied to me so that they could charge or use a higher rate. I really don't understand how this is ethical or a good business practice. I screenshot the chat messages with *********** and Emich *** should have the information on their dead file. Their words. I am reporting this since this affected my credit score and they falsely represented the true rate offered by ***********. I feel that this is not a fair representation of offerings from ***********. I don't understand why they would lie about the interest rate and try to get me to sign at the higher rate.

  Business Response

  Date: 01/29/2025

  Dear Better Business Bureau and Mr. ****************** you for reaching out and providing the opportunity to address this matter. We take customer concerns seriously and appreciate the chance to clarify the situation.
  First, we sincerely apologize if there was any misunderstanding during the financing process. When a customer submits a credit application, our finance team works diligently to secure the best possible rate available at that time, based on lender approvals and individual credit qualifications.
  Regarding the *********** pre-qualification, it is important to note that pre-approval rates are subject to final verification and underwriting by the lender. Once the formal credit application was submitted. We are reviewing the internal process to ensure that all rate disclosures are clear and properly communicated to customers.
  Additionally, we understand the concern regarding credit inquiries. When a credit application is submitted, multiple lenders may be used to secure financing options, which can result in credit inquiries appearing on a consumer's credit report. However, federal regulations do not allow dealerships to remove or alter credit inquiries once an application has been submitted.
  If there was any miscommunication or if you have any documentation that differs from our records, we would be happy to review it further. Please feel free to reach out to us directly so we can work toward a resolution.
  We appreciate your time and feedback and regret that your experience did not meet your expectations. If you are still in the market for a vehicle, we would love the opportunity to assist you in securing a financing option that works for you.
  Sincerely,

  Colt Emich

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22800884
  
  I am rejecting this response because:

  I respectfully disagree with this response. I understand the "business" response and the way it should have been handled. However that was not the case. I asked ******* numerous times for proof of his claim(s). He would not provide proof of the *********** quote and he would not escalate to the his manager when I requested to see his manager. To be honest it felt like ******* did not want to sell me the car.  This was not a misunderstanding. The management team did not engage with me and ******* did not escalate my requests. Which caused me a lot of confusion and frustration. I still cant believe ******* stood there in front of me and flat stated that is the best he could do. I have never had that experience buying vehicles. This was a first. The owner and the managers were not present to witness the actions of *******. so I find it interesting that they can comment on my experience. Again I did not receive that opportunity while visiting your business.  I ended up buying a 2024 ************ from *******; Associates with financing of 5.74% since my credit score was 818. Hence the reason I was surprised by the 8.67% offered by ******* and the lack of desire to escalate.  

  Respectfully

  
  **** ********

• Initial Complaint

  Date:01/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/6/24 I purchased a Kia ****** from Emich. At the time I was persuaded to purchase several extended coverages. Each was cancellable within the first 30 days. The total of these was $4043.95. For several days after I called the dealer to cancel, with no response. On 11/15/24 I went into the dealer to cancel and filled out paperwork. On 11/30 I called the extended coverage company (Century Automotive) to see if they had received the cancellation. They said the cancellation had been received before the coverages were even charged. On 12/4/24 I spoke with "*****" from Emich. She said the week of 12/9 it would be credited to my loan. 12/19 I called for status with no return call. 12/31 I contacted ******** customer service with the complaint. There has been no response. I've done everything I can to try and resolve before lodging this BBB complaint. Thanks for your assistance

  Business Response

  Date: 01/29/2025

  Dear Better Business Bureau and Mr. ***************** you for reaching out and allowing us to clarify this matter. We sincerely apologize for any miscommunication regarding the cancellation and refund process.
  After reviewing the situation, it appears that the cancellation was processed as requested, but the timeline for completion was not clearly communicated. The standard cancellation process for extended coverages typically takes 8-12 weeks to fully complete. This is because once a cancellation request is submitted, the process involves multiple steps:
  The cancellation request is submitted to the coverage provider (Century Automotive in this case).
  The provider processes the cancellation and refunds the dealership.
  The dealership then submits the refund to the lender, which applies the credit to the loan.
  We can confirm that your refund is in the final stage and is being sent to ***********. You should see a reduction in your loan balance in the next week or so. We understand how frustrating this delay must have been, and we regret any inconvenience it has caused.
  If you have any further concerns or require additional documentation, please feel free to reach out directly. Our goal is to ensure that this is resolved to your satisfaction.
  Again, we appreciate your patience and the opportunity to address this.
  Sincerely,
  Colt Emich

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May, my car started having acceleration problems, so I brought it in to Emich **** They initially thought the catalytic converter was the problem. After many tests, going through the *** tech line for troubleshooting, and physically taking it off my car, I was given this update via text message:"Yes, looks like we have submitted all this info over to *** and are waiting for approval for your Motor as after removal of the Catalytic converter it is not clogged or damaged. so we are not getting proper pressure out of the engine. So we have since changed our claim to a motor for your vehicle and are waiting for the okay."They requested a free engine replacement under the *** Engine Class Settlement, which was approved. They reexamined my car again and asked to replace another part at the same time as the engine. I agreed to the work and paid for that.When I received my car back, it wasn't able to go over 50 miles per hour, it was making weird noises, and the check engine light came on. I reached out and they asked me to bring the car back. I drove 100 miles. After evaluation, they determined my catalytic converter was fully clogged and sent me an invoice to replace it for $4,600. For reference, my car is worth roughly $9,000 according to ***** Blue ******* first, Emich *** tried claiming that, "The vehicle drove fine when we test drove it." But now the manager of the service department (****** *******) has told me he thinks the catalytic converter was damaged since May. It is well-documented that the catalytic converter was in good condition when I brought it in, and they inspected my car multiple times.Despite my repeated requests, they're refusing to cover the cost of the repair, to give me their insurance to file a claim to cover the repair, or to give me a loaner vehicle for months. They've encouraged me to take it somewhere else to get it fixed. They've also made an offer to purchase my car for $1,250 so I would pay for the repair indirectly.

• Initial Complaint

  Date:05/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used car at the end of November 2023. One week later, we had catalytic converter problems. Now we have a car with a bad engine. Nothing in the inspection report given to us show any possibility of these problems. It there was a lemon law in place I would file a claim. We have only put around 3k miles on the car and now it is not drivable.

• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On behalf of the 2015 consumers rights act my contract involving the lease of a 2020 *** ******** due to the following conditions. A default in the vehicles anti-theft system that causes it to be susceptible to thieves. This has been nationally reported and the subject of Federal, State and individual lawsuits across the nation. Neither Emich *** ********** nor *** manufacturers have taken measurable action to rectify or repair this problem. At the time of purchasing this vehicle I was under the impression I was getting a safe, reliable and economical vehicle when in reality this vehicle has been stolen twice within a ten month period and poses many safety hazards and financial liabilities due to vulnerability of the anti-theft system . I was never informed from the ********** that the car was stolen previously before purchasing. I was informed through my insurance company after the car was stolen. On 2/4/2023 I went to Emich *** and asked why no one mentioned it being stolen before, they proceeded to tell us that they had bought it from an auction and that they had no idea that it was stolen nor damaged. When I looked over the car fax paperwork that Emich ***s' employee provided on 2/4/2023 I noticed that Emich *********** was the repair shop who serviced the vehicle (7/25/2022) right after it was stolen the first time and sold it to me in less than a month later (8/2022)and did not disclose this information ( violation of contract). The ignition lock cylinder was replaced, the keys were reprogrammed, and the door lock cylinder was replaced. We discussed options of trading in vehicle and getting into a more reliable and safe vehicle which poses less of a risk to be stolen again. I was told I was upside down on this vehicle of $13,000.00 and would not be able to qualify or afford another vehicle due to having to roll that over into a new car payment plus the new car payment.

• Initial Complaint

  Date:01/23/2023

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an used ******** GLE 350 from this dealership. I paid $61994.75. I am a out of state buyer so I received the vehicle on 01/03/23. When I received a vehicle, I found a lot of damage inside and outside that were not listed on their inspection paper. Also, there are a lot of missing accessories. None of these information are listed on sales ad or inspection paper. In additional, a local ******** dealership found additional damages including headlight crack which will cost me additional $2000 or more. Missing key alone will cost me $710. This dealership scammed about $4,000 value total. I only attached 4 pictures but there are side door damage on both side, front and back bumper damage, leather seat damage, wheel damage, cracked headlight, missing key, and missing wheel lock bolt

  Business Response

  Date: 02/14/2023

  We are sorry to hear that you are dissatisfied with your recent purchase of a used car from our dealership. We understand that you purchased the car "As-Is" and that you were aware of its condition before making the purchase. However, we want to assure you that we take all customer feedback seriously and strive to provide the best possible experience for everyone who walks through our doors.
  
  As part of our commitment to transparency and honesty, we perform a rigorous 115 point mechanical inspection on all used cars before offering them for sale. Additionally, we hire professional photographers to take pictures of each vehicle, so customers can see the condition of the car before making a purchase. We also recommend that customers get a third-party inspection for purchasing out of state.
  
  We made multiple attempts to satisfy you after the sale, but unfortunately, it seems that you are not reasonable about your used car purchase. We believe that the photos of the exterior damage and windshield you mentioned are most likely due to transportation damage between ******** and *****. Nevertheless, We apologize we were unable to come to a satisfactory resolution. 

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 18884976
  
  I am rejecting this response because: 1) I read so-called "rigorous 125 point inspection" report that you mentioned but none of those report mentioned or listed the damages that I sent you. Also, there are new damages created by you during the transportation.

  2) Your dealership KNEW these damages but you hide it from me and lied to me. 3) None of your work is professional. I cannot even register the vehicle until now because of your stupid mistakes. 4) If you are right, why did you try to pay cheap $200 to remove my reviews? (I kept all emails that you sent me so please do not lie).

  Therefore, I cannot accept the response from scammers. 

  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:01/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I am writing in hopes to get help having **** replace the engine in my 2017 *** ********* VIN ***************** the 4 cylinder Turbo engine in this model has been discovered to have defects and as a result *** is not producing this engine any longer, they are offering rebuilt replacements. On or about 26 December I had a discussion with ****** the service manager (and ********) at Emich **** ************************************************************** Phone ************. ****** said since they could not verify proper maintenance on the vehicle they would not consider replacing the engine at ***s expense. I offered to pay for a sludge test to be performed by their service department, so they could confirm the cause of the engine problem, the loss compression is cylinder 2 was not caused by lack of maintenance, they denied my request.