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:09/26/2023

  Type:Service or Repair 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 purchased a 2015 Dodge Ram truck on 4/22/23 from Carville's Auto Mart. Within one day I heard several different knocking noises. I brought the car to them and told them about the noises. They changed the oil and said it was nothing and that I purchased a warranty anyways so I was covered. The noises continued to get worse, so I took the car to a separate repair facility. They found multiple major problems with the vehicle, including cam and lifter concerns, exhaust system concerns, manifold shields rusted and falling off, manifold studs rusted and broken off, and potentially the catalytic converter was coming apart. There was a tremendous amount of rust particles throughout the entire system. The misfire counter was disabled and the codes were cleared. The extensive water damage to the vehicle would cost more to fix than the vehicle is worth, plus the rust would continue to ruin more of the vehicle, including the computer. Carville's also sold me a $3500 warranty which I was told would cover everything, only to discover it specifically states that it does not cover any damage from water or rust, or pre-existing damage. When I contacted them after the independent inspection, Carville's said I could only trade in the vehicle for the going trade-in value, which was nearly $10,000 less than I paid for it, not to mention the additional costs of taxes, extended warranty, dealer fees, Gap coverage, plates, etc. The total cost of the truck was $31,494.63.

  Business Response

  Date: 09/28/2023

  I have attached the DUE BILL that miss ******* ****** signed stating that she was owed a A/C recharge, that nothing else was promised or owed. Also that the vehicle was SOLD AS IS. I also attached the Purchase agreement form that was initialed by the complaintant in the bottom right hand corner. The vehicle was SOLD AS IS for $25,499. I have offered help in trading in the vehicle and offered a 3,000$ more than what the KBB offer was for the trade in. 
  
  Prior to purchasing the truck my salesmen **** *, informed me that he wanted to sell them a Toyota Camry. She denied the vehicle stating that she needed a truck. The complainant took the truck to get a 3rd party inspection and upon the inspection still choose to purchase the truck SOLD AS IS.
  
  We tried to help with the trade value when they came down but demanded that we gave them $25,000 for the truck after we offered $20,000. They screamed at my General Sales Manager and threatened to contact a lawyer. My GSM asked them to leave his office, my Controller ****** ***** brought them the keys for the truck they were trying to trade, and they began screaming at her again threatening that they were going to contact a lawyer and get them involved. They then stayed on the lot and were yelling and screaming at our customers telling them not to purchase from us.
  
  I did everything in my power to try and help the situation. Even though the truck was sold as is. Police were contacted because they were refusing to leave. 
  
  No resolution was made after our attempts to help out the situation.
  

• Initial Complaint

  Date:08/29/2023

  Type:Customer Service 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.

  During Feb. 2021 I purchased a 2014 Nissan Pathfinder for ~ $20,,000. At that time I was able to put $15,000 down in cash & finance ~$5,000, in an attempt to help my credit. Purchasing a vehicle happened quickly & everything was smooth. About 18 months later I had catastrophic financial failure & I had to do a 'buy back' to sell the vehicle back to them. That is when everyone on the team changed & they ALL were assisting ******, the leader of the finance department. They owed me over $6,000 & avoided my calls for a FULL WEEK by sending me to the voicemail for ********* (one of **** ****** ********* *******). I finally called ****. ***** ** *********** & spoke to the commissioner. Within the next hour Carvilles cut a check. Fast forward to July & August 2023.. just last month I tried calling ****** & asked for the purchase contract AND the buy back contract copies be sent to me a email because my health is failing & I must enter an assistant living environment. I'm disabled & have a fixed income. Although my health has nothing to do with ******, I still have to ask for duplicates to turn in to the government, so I qualify for specific medical housing. I was sent half of the paperwork promptly. I have been nagging, calling (again.. my messages go to a never ending mailbox). It really sucks that this industry is focused on $$ & liars. I have asked repeatedly for a piece of paper. It's all head games & ********. I've made calls, left voicemail, given written messages, etc. Time to call the Commissioner...

  Business Response

  Date: 09/15/2023

  I spoke to ***** **** on the phone 9/15/23. She stated she got the contract that she needed on Sep. 10th. The issue has been resolved and she has received everything that they needed.
  
  ***** *****

  Assistant GM

  Carville's Auto Mart 

  Customer Answer

  Date: 09/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau®:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:04/10/2023

  Type:Billing 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.

  We arrived at 8am to the dealership, only to find that most of the vehicles on our list had been sold days earlier but not removed from the website. Despite my gut telling me to leave when it took them hours to find any keys for any of the cars we wanted to look at, I made the mistake of trusting them to sell us a decent car at the very least. Instead, we drove off the lot at 5pm (8 hours later) with a car that wasn't safe to drive and needed repairs doubling the price to make it safe to drive. They've basically ignored us since then, and the windshield replacement they promised is only if we drive 75 miles to and from their car lot to have it done. That would be another 150 miles in an unsafe vehicle whose wheels or drive shaft could come flying off, so I'm not going to do that. We observed several other unscrupulous actions not mentioned in this reveiw, but may be added later. It is fairly obvious that this place has many fake positive reviews... I've been trying to find a compromise / resolution with them but they continue to blow me off. I offered to pay for labor if they pay for parts, they blew me off. I offered to pay more and go 50/50 total and they blew me off. My wife and I are teachers with 3 kids at different schools and have been without a second vehicle for almost a month because the car they sold us isn't drivable without 8K in repairs. Despite selling us a car that doesn't work and refusing to help us with the repairs, the sale of the car stipulated that they would cover the cost of a windshield replacement and they have failed to do so.

  Business Response

  Date: 06/22/2023

  We have resolved everything for ***** ******** and they are happy with how everything turned out.  Here is the documentation to for everything that we had done to the jeep to make everyone happy in the situation.
  
  Thank you,
  ***** *****
  Carville's Auto Mart
  General Manager

• Initial Complaint

  Date:11/08/2022

  Type:Product 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 purchased a 2017 Honda Civic from this dealership a few months ago and during the test drive the check engine light came on and the salesman said they would get that taken care of regardless if we wanted to continue with a purchase. We decided that we wanted to purchase a vehicle in only if they would get that resolved before we took ownership of the vehicle. They promised and put in the contract that they would get this taken care of and got the light off before we left. A few days later that light came on as well as about seven other lights on the display mentioning all these failures on the vehicle. The vehicle is not running properly and has not been for several months. I have spent over $1000 at local shops, trying to get this fixed to no avail because they are not sure how to move forward with it and mentioned I should get in touch with the dealer because it’s something that will require a lot more money for them to Figure out. I have tried calling the dealership several times, leaving voicemails and have had nobody reach back out to me over this past several months. I feel it is inappropriate for a local company to not take ownership when they have sold some thing that is not appropriate and not safe. This vehicle has many issues and does not run properly. It is an every day vehicle I need to go back-and-forth to work and I am unsafe and driving this. I feel it is appropriate that the dealership reach back out and refund me the amount that I have purchased this vehicle for and settles out on their own with the bank and takes full responsibility for selling an inappropriate and unsafe vehicle. I would rather dealership take care of this before I have to take it to legal action. Like mentioned the proper way of resolving this issue is to take the vehicle back and work at the bank on their own to resolve the loan and get us out of it completely. I can show pictures of all the lights that are on, but it will not let me upload at this time.

  Business Response

  Date: 01/13/2023

  We can bring the Honda in and see what's going on with the check engine light or we can look at trading the car in to get another one