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:09/18/2024

  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.

  Bought the car 7/1/24 and check engine light went on as soon as I left the lot. Needed to bring the car back because the ac broke and they cleared the code again. I called and told the owner that my car sounds really bad and that the check engine light was on. He told me “I dunno what to tell you, we have a mechanic that doesn’t like to work.” On 8/24 my alternator broke and when my partner called, she was told that the warranty, through them, was “negotiable”. She told them that is not how a warranty works and we will seek legal council. The owner then changed his tune and said we can bring the car in but he doesn’t know when it will be fixed since there was “a line of cars ahead of me.” They refused to help get the car back to their dealership and I do NOT have the money to spend on towing my car to them. I have lost income from not being able to use a car that had NO BUSINESS leaving the lot in the condition it was in. I want to close out my loan OR ANOTHER car from their lot. I can’t put money into a car not even 3 months purchased with money that I don’t have because I bought a lemon. Transmission and alternator are only TWO of the issues with this car. I put $1500 down and want it back to get a new car somewhere else. They have been nothing but difficult and uncooperative. Who runs a dealership with an unreliable mechanic who “doesn’t like to work?”

  Business Response

  Date: 09/23/2024

  Riverside sold the vehicle fully safety inspected and was very helpful in working with the customer.   She has a loan through an outside bank, this was not a buy here pay here vehicle.  I'm not sure if she is confused in regards to mechanic.  We offered to help a few weeks ago, and never heard back from her.  We communicated with her, and she didn't take us up on our offer until after BBB received complaint.     We are not a towing company, and do not offer complimentary tow services.   We suggest she speaks to bank regarding loan.  We offered to help and she never showed up. 

  Customer Answer

  Date: 09/26/2024

  They told me AND my partner on separate occasions that they would NOT fix the problem. Then when told we would get a lawyer they agreed to “look” at the car. Had they done a full inspection like they claim, they would have noticed that the tires are bald, the oil wasn’t changed, the check engine light was cleared but came back on after I drove it and it’s a transmission issue, and the blinker was out. The blinker was fixed. I didn’t mind changing out my own tires so I didn’t mention it. The fact that a check engine code was cleared and hidden is unacceptable. The car is at the dealership now and I have YET to hear about it. I have tried closing my loan but am unable to do so at this time. 

  Business Response

  Date: 10/03/2024

  Customer eventually dropped  car in our upper parking lot, after hours, 5 weeks after she agreed to drop.  We agreed to replace alternator, which was customers original complaint to us, free of charge.   The vehicle, even if under warranty, would not be covered because customer put over 3K miles, in 2 short months.   We are still willing to do alternator repair.

• Initial Complaint

  Date:08/11/2023

  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 was late on a couple of payments as my spouse has been out of work related to work injury, was making partial payment, drop off my car to be repaired for oil leak, non working hatch, possible electrical short as car alarm going off while driving, spouse contacted Joe and spoke with Trever and was informed that the car has now been re-poded , the owner Joe had a few choice words at that point and time and say you want the car back you need to give me money , the belongings in the are don’t see to be around according to management, inside the car was the following jumper cables, blue CD case with CD’s, CD hold above the driver’s side visor, cell phone hold, ins and registration holder, handicap sign, some loose change not to worried about, we have also been in touch with the ********* Police Department they instructed us to contact you the BBB for assistance of/ for obtaining my belongs .

  Business Response

  Date: 08/15/2023

  Mr ******** was several weeks, and more than $1200 behind in payments.  Many broken promises to pay.   He was told the vehicle would be subject to repossession many times, and signed a pre-repo authorization agreement when he took delivery of the vehicle acknowledging repossession would be a result of non-payment.   The vehicle was repossessed and reconditioned.   He was told on numerous occasions that he was welcome AND encouraged to take his personal belongings.  We still take the same stance on the matter.   Please let him know he is more than welcome to contact us to make arrangements to pick these items up.   Based on a number of violent threats he has made towards my elderly father, I would prefer that this did not take place on my property, but a public place like the commuter lot next door.  He knows how to reach us to arrange this.    

  Customer Answer

  Date: 08/18/2023

  I would be happy to make arrangements to have my Spouse pick up the belongings, however I did send email to them to this effect, and never heard back from them, this is why my Spouse went to the ********* Police Dept , and was instructed to contact you, were available any day of the week and time, however with my work schedule, Mr ******** will be the one picking the belongings.

  Business Response

  Date: 08/22/2023

  We will be closed for vacation this Thursday-Monday.   If he can come tomorrow, or first thing next week that would be fine.  I have the book of CD's, but please let me know which additional items are missing.,  Thanks

  Customer Answer

  Date: 08/22/2023

  My spouse ( Chris) will be there next Tuesday 8/29/23 at 10am, however there was more then the CD case, handicap permit, insurance card hold with the paperwork for the permit, yellow jumper cables, cell phone holder and the CD ‘s over the driver side visor and some loose change which I’m not worried about . 

• Initial Complaint

  Date:06/13/2023

  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.

  My very first question prior to purchasing the 2008 ****** ****** in April 2023 was "Are there any issues with the frame?" "Joe" assured me that the frame was good ... no issues. After hearing that there were no issues with the frame, I proceeded with the sale/purchase of the vehicle. I'm in ************ and as you know, they are in **********. I trusted Joe's safety inspection of the vehicle prior to the sale, which included the main concern of the condition of the frame. Vehicle was purchased; and the vehicle was shipped. I took the vehicle to a local ************ Inspection Garage. The truck did NOT pass inspection because of the condition of the frame. The frame needed to be welded along with a crossbar. Total cost for both repairs was $1950. I wish to be reimbursed for these repairs. I do have the receipts. Yes, I purchased the vehicle "AS-IS", however, I do believe Joe lied about the frame in order to make a sale to an out-of-state consumer. And I also understand that it's his word against mine that the conversation about the frame even occurred, but ... anything that you can do would be appreciated. Thank you.

  Business Response

  Date: 06/14/2023

  We are always willing to help our customers,and will try to be fair to this buyer.However,this truck was purchased well over 45 days ago and we were never contacted by this customer prior to his filing with you.

  He never gave us an opportunity to try and overcome an issue he claims to have had,and to not contact us seems unfair to us.

  Not sure what we can do,like all ** auto dealers,we don’t pay outside vendors for repairs.This notice is well documented in the paperwork the customer signed.

   

  please advise a more fair resolution and we will try to help.

  Customer Answer

  Date: 06/15/2023

  
  Complaint: ********
  
  I am rejecting this response because the business did not address the complaint nor did it offer a solution.

  In response to the "unfairness" of not contacting them prior to submitting the complaint to the BBB.  The business lied/provided false information in order to make a sale ... why would I trust them with anything they had to say?  Another point ... I live in ************ and the business is in *********** ... were they going to arrange for shipping back to their shop??  And regardless, even if they did, it would not have changed to fact that they sold me a vehicle under false pretenses.  (As a side note on another false information:  I was told the shipping would be between $250-$300 ... it was $500).

  Regarding the 45 days:  The truck was purchased on or around May 1st.  It did not arrive at my residence until May 5th. Inspection was scheduled for May 18th, which as you know, did not pass because of the frame.  Frame was repaired on May 22nd.  Second inspection scheduled for May 25th.  Still did not pass inspection.  Another section of the frame needed repaired.  Frame was repaired on June 6th. Inspection on June 8th.  This time the truck/frame passed inspection.  At this point in time, I decided to file the complaint with the BBB as the truck finally passed inspection ... there were no more issues with the frame.  I wanted to wait until all frame issues were resolved and the truck was legally roadworthy.

  I really did not expect the business to own-up to the unprofessional and morally-wrong way of doing business.  Again, yes, I signed paperwork indicating that I purchased the vehicle "AS-IS", etc.  HOWEVER, I would NOT have purchased the vehicle had I known the frame was in need of repair before it was considered roadworthy/safe.  

  Another side note, for the record only:  the business' website indicated all vehicles are safety-inspected.  This one could not have been.  False advertising?  As you know, the frame was not safe. The horn did not work. The driver-side seatbelt did not work. The spare tire did not even belong to the truck ... was for another vehicle.

  Sad way of doing business.

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

  Business Response

  Date: 06/20/2023

  Again, 

    Vehicle was inspected, passed, sold as is.  all repairs, if under warranty, are to be done at our facility, per buyers guide and purchase order.  no dealer will honor  Outside work.

  Customer Answer

  Date: 06/26/2023

  
  Complaint: ********
  
  I am rejecting this response because it does not address the issue.

  The business states the vehicle was safety inspected. How could it pass a safety inspection when the frame needed welded in two spots, the horn does not work, and the driver’s seat belt is inoperable?

  Regardless, the business lied to me to make a sale. I specifically asked about the frame and was told there were no issues … it was all good. Again, I was provided false information in order to make the sale. Had I been able to physically inspect the frame myself, I would not have purchased the truck. I trusted them.

  I’m not asking for a full-refund … I’m only asking for a refund of the additional $2k it cost me because of their lie. 
  

  Thank you. 

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

• Initial Complaint

  Date:04/10/2023

  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.

  On January 6th, I purchased a 2008 **** ****** * *** from Riverside Motor Cars. The vehicle was dropped off in my drive way, and has not been moved to this day. When I got home and the vehicle was in my drive way, I could not open the rear hatch. There was also a puddle of oil in front of the vehicle. When I opened the vehicle, I smelled a strong odor of burnt motor oil. I called Riverside and spoke to the Owner "Joe", who said "bring the vehicle down when you get it registered and we will take a look at it and fix what needs to be fixed. The vehicle was started once a day for a week, and was fine. On January 15th when I went to start the vehicle, it wouldn't start. I was able to jump start the vehicle with a battery box. I let the vehicle run for 10 minutes, and it was fine. The next day the vehicle wouldn't start. I tried jump starting it several times with a battery box since day, with no success. Again I called and spoke to "Joe". Joe said " I have a stronger battery box, and I'll send one of my guys to jump the vehicle and bring it to the shop". I've been told multiple times that they will come pick up the car. I have not driven the vehicle, and it has the same mileage as it did when I purchased it. I have given them ample time to remedy the issues. I spoke with "Carl" on the phone one day informing him that if the issues weren't gona be taken care of, I wanted a full refund. I paid over $3,500 for a $2,800 vehicle. Carl informed me that he would only give me $2,000 for the vehicle. A few days later I went down to Riverside and spoke with "Joe" and voiced my displeasure. "Joe " said he could work out something with me but would not give me a full refund, because the vehicle at that time was purchased two months prior. I explained to him that he had made promises to pick up the vehicle and fix the vehicle, but have been getting the run around. That was over a month ago. Since then "Joe" has called and said "don't want you to think i forgot about you". "I will pick up the car this week, which was last week Tuesday 3/28/23. At this point I dont know what the issues are with the vehicle , and I dont feel comfortable transporting my minor children in this vehicle. I have placed weekly calls since I purchased the vehicle

  Business Response

  Date: 04/10/2023

  On January 6th, we sold this customer a car.   At that time, we were unable to register the vehicle for Mr. *******, because he owed a significant amount of delinquent town taxes.   He asked us to deliver the car to his house.  We did this as a courtesy, and he was supposed to register the vehicle when he took care of his delinquent tax bill.   Nearly 2 1/2 months later , he contacted the dealership and said the vehicle had developed a leak, and he was having trouble starting it.   We , again, out of courtesy, offered to go to his house and start the vehicle.   However, at that time, we told him, we were short staffed and were not certain when we could get there.   This courtesy was an extension of our business practices.   Sometime, in late March, we phoned and told him that we were not obligated to help, but would come out of courtesy.   He asked about a refund for the vehicle.   We stated we would need to visually inspect the car, because it had been off of our lot for nearly 3 months.  The offer still stands.   If Mr. ******* would like to bring us the vehicle, we will inspect it and make a fair refund offer.

  Customer Answer

  Date: 04/15/2023

  
  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.  However to me a "Fair" refund would be the full amount.  The vehicle was dropped off at my house on 1/10/23.  On 1/10/23 I called Riverside and informed Joe that the rear hatch wouldn't opened, and also informed him of a oil leak.  Joe said when you get the vehicle registered we will take a look at it and get it fixed.  The weekend of 1/13/23 through 1/15/23 I was away for my sons Hockey Tournament.  When I returned , the vehicle was started every day and run for 10 minutes at a time.  On 1/21/23 the vehicle would not start.  I tried jump starting the vehicle multiple times over the next few days, but it would not turn over.  I then called Riverside on 1/26/23 and informed Joe of the issue.  Joe said out of courtesy they would come jump the vehicle and bring it to the shop to get checked out.  After contacted the BBB I was told to try and work it out with the dealer.  When I spoke to Joe in person he said "***** you've had the vehicle for over two months off my lot, I don't know what's wrong with it, there is no way I'm giving you a full refund.      I have not driven the vehicle, any issues with the vehicle, were issues it already had when dropped off.
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 05/02/2023

     Mr *********, I would like to re-open my complaint against Riverside Motorcars, as the Owner Joe, is now saying he never knew there were issues with the vehicle I purchased from him.

  thank you

  Business Response

  Date: 05/04/2023

  We have gone above and beyond our responsibility and purchased the car back (four months later) from the customer.   We believe we have done our due diligence and this case should be settled. 

• Initial Complaint

  Date:01/25/2023

  Type:Service or Repair 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.

  Purchased a vehicle from these guys sales man was Trevor everything fine about 3weeks after purchase car starts acting up fails takes to dealership to find out problem being I have a warranty service department notifies me that warranty has been canceled by seller by someone named Chris I called car dealer nobody knows what is Goin on or who did that mean while someone did return 1phone call and now heard nothing back since I feel this is very unprofessional and sneaky as to why would extended warranty be canceled

  Business Response

  Date: 01/25/2023

  Very sorry,  this was an oversight, and the complimentary short term warranty was not processed.   We offered to purchase the part for the customer, and the offer still stands.   Please contact us and let us know the details of what part the vehicle needs, and what we can do to remedy the problem.   Thank you

  Customer Answer

  Date: 01/25/2023

  
  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. Well if they are willing to supply the part yes I'm willing to accept but I did not hear of no such suggestion until now
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:10/18/2022

  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 bought a car back in March he gave me a 30-day warranty I told them 15 days later that I was leaking oil putting in 5 quarts a week I told them I needed a new engine they had me come back a couple times they said they couldn't find the league they wanted me to come back again do another test a smoke test which I've never heard of before and then I've heard nothing I asked them three or four times have you looked into getting me an engine now my engine is blowing smoke I have oil going into the spark plug chamber I've only driven a car like 30,000 miles it's a 2000 ****** ****** ** I put down 3,000 I think I was financing like 2000 I think he charged me paying extra $650 for the car that was priced at $3,800 I will have to get the documentation from my car I am working right now and I will take a picture and send it later if I can if someone could call me back at my number I would appreciate it all I wanted to do is fix the car if they can't fix the car I'd like to have an exchange they knew about the problem they just never followed through with getting me an engine and I've asked them several times I can't keep taking time off of work to come down there and do this test and that test so they can figure out the issue

  Business Response

  Date: 10/19/2022

  We have been extremely helpful with Mr. *******.   By his own admission he has put 30K miles on a 20 yr old vehicle.   He has come in a couple of times with unrelated issues, but his schedule does not allow him to leave the vehicle.  He has a history of breaking appointments with our service team.    His complaint seems to be written haphazardly and a bit incoherent, by his own admission.    Please have him call us to resolve this.   Thanks.

• Initial Complaint

  Date:05/18/2022

  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 april 14 2022 i purchased a car when i drove it 3 miles engine light came on i drove back and christian said he forgot to erase code so he did i drove home after. on april 15 started my car light came back brought to riverside owner joe told me he will take care of it but have to wait till christian his son comes back april 25 th he is only one who can do it. on april 25 th joe said he has no time his first day back and he needs to do more important things first. i returned 26 th and code came back for bank 1 issue i also have autozone code copy on may 2nd joe called me said my car is next when can bring it in i said may 3 i drop car may 3 at 930 am got it back at 2.30 ljoe told me he took care of it and it was sensor i was happy it was fix until i drove it home and light came on on the may 4 i return joe told me its the cat and he will take care of it from may 4th till may 13th never heard anything me knowing payment was due on may 14 th i told him i get paid on 12th and was perfect when he put on contract . owner joe texted me need payment i replied need car fix then ill pay i already put my 1000.00 trade in plus extra 400.00 on april 14 th . joe then treaten me in text and phone call after he stated my car will be taken care of may 16th. so i told him ill make payment when i get care fix. after his treats i contacted my attorney he told me the steps i need to do to protect me which i did and have video of me delivering letter and payment. once joe received his payment he try to be nice and tell me hasnt forgotten about me and 16th car will be fix i gave him chance as my attorney told me . the car payment was cash in on the 15th of may and today is may 17th car car not fix. this car is not emission to sell as his contract states since day 1 light has been on not repair no its so bad smell in car and noise ct has lemon clause . i have videos and witness to issue since day 2 i thought he was respectful buisness man and of his word.

  Business Response

  Date: 06/02/2022

  The correct parts have been installed , and according to ****** "we are all set".   I have not heard back from him in over a week, so at this point I can assume we are all set.  

  Customer Answer

  Date: 06/02/2022

  
  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.
  
  Sincerely,
  
  ****** ********