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:01/03/2024

  Type:Customer Service 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 vehicle from this company June 2023 and since making the purchase I have had nothing but issues out of it. From it not accelerating properly to it having a major oil leak to it now needing its motor replace not once but twice. They are refusing to send the car to the manufacturer for the correct labor to be done and are refusing to communicate properly or even put me in another vehicle despite all the issues that are occurring

  Business Response

  Date: 01/18/2024

  I am sorry to hear that your experience has not been a pleasant one. I have reviewed your account with the warranty department, and they were able to summaries ************.

  We repaired the spark plugs and intake in June, this was not a warranty item however we did pay for it. You contact use in August for a check engine light on. Warranty covered the timing chain and VVT components.  You contact warranty again at the end of September, with concern of check engine light and vehicle will not go over 25 mph. Claim was voided due to inactivity- since you did not take the car to the shop.

  Your next contact was in November with concerns of an oil leak, you were directed to take the car to *** for a potential engine coverage. You took the car a week later it was found engine was not consuming oil there was physical damage to the oil pan from impact- warranty covered $169.95 diag at *** and customer was responsible for those repairs. You took the car to pep boys on 11.16 warranty covered engine replacement in the amount of $4859.58 with a $200 deductible.-repairs completed 12/7. a week later vehicle went into limp mode returned to the shop and engine that was installed was faulty engine being replaced again at no cost to the customer. I believe we were able to assist you with all concerns. We also deferred your payment for you in November to help with the deductible you paid. 

• Initial Complaint

  Date:09/14/2023

  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.

  So I purchased a vehicle from OKCARZ back in April of 2023 and from that date I have been having issues with this car. First issue was was i noticed oil in my driveway and was told by pep boys, who the warranty has a contract with, that it was a knock sensor. Once that was fixed the engine light came on again and took it back and was told there was little to no oil in the car. This was after having the car for only a week or so. Once that was taken care of they then told me I had a blown head gasket. Again it was taken care of by the warranty dept. but at this point I was getting worried I was sold a lemon. Couple months towards the end of August while I was driving my car on 417 the car started jerking and then smoking. I had to spend $150 to tow the car to a specific repair shop in Orlando for them to tell me I had to replace the entire engine, which the warranty is taking care of but now I was told that I have to pay $200 for the deductible, which is ok, but now the repair shop, ***** *****, tells me that I have a fuel pump/housing crack and that repair is not covered under the warranty and now I have to pay over $900 out of pocket. I spoke with the finance department and was told the most they can do is defer up to 2 payments but I have to basically pay for whatever needs to be fixed so that I have the car in my possession first. These people don't have a rental program nor rental reimbursement so I had to use Uber/Lyft to get to and from work. Between all of that the most that can get done is to skip 2 payments but add them at the end of my loan not to mention I have to all that I have spent on Uber/Lyft, towing, and out of pocket repair cost I already spent over $1000.00 which is insane for having a car less than 6 months. Another thing to note I haven't missed a payment that resulted in a possible repossession since this incident.

  Business Response

  Date: 09/14/2023

  I am sorry to hear that your experience has not been a pleasant one. It looks like your out-of-pocket expense were at $200.00 for the warranty and $150.00 to tow the car. We offered to do a 2-payment deferment for you to help. please contact us to help you through this problem. 

• Initial Complaint

  Date:09/05/2023

  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.

  You will not get another payment from me. Car was traded in last Saturday . Besides overpricing cars that will be left with a deficiency balance. I will be reporting you and ok carz for the deceit. You guys sale cars to people with the false hope of being able to trade in car with no problems within a year and having no deficiencies left. This was all a lie. I would suggest you guys start appraising this collateral with ok carz. Besides mileage carz are rough. I feel like I was taken advantage of due to my situation . You guys can do what you want with that info . Not one of my references or myself will be answering your calls or making any additional payments . Thank god I have been able to part ways with you scammers

  Business Response

  Date: 09/05/2023

    It looks like you took advantage of the conquest program. Once we receive your pay off, we will zero out your balance. We have not received your pay off yet.

• Initial Complaint

  Date:08/23/2023

  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.

  I bought a vehicle from OK cars paid $500 down the first week I didn't drive it due to having a rental car. I still have the second week I drove it for 4 days and the vehicle blew up and left me stranded I told him I couldn't afford towing fee so they told it to their mechanic. I called the finance department told him. I wasn't gonna pay for a vehicle that blew up on 2 weeks. I asked if they could put me in another vehicle, no. No one even wanted to help me. They just blew me off and sent me to other phone. Nueverybody just blew me off. Send me to a different person. I told the finance Company that I would not be paying for a vehicle that blew up in less than 2 weeks if they could put me in another vehicle, they didn't even offer. So you sent me to financing? I said I wouldn't be paying. I haven't got my $500 back. They told me I will not be getting my $500 back because it was. Sent back, I didn't send it back, it blew up they had to tell it I still haven't got an answer what was wrong with it just because I said I wanted another vehicle and I wasn't gonna pay for it they soon not at 1 no more but left me stranded without. A vehicle I even asked you for them to put me in a new vehicle, no one offered no 1 had a sugdestin. I'm still looking for a vehicle at this moment. Everybody is so unprofessional you can't get calls back. I wish I would never went to this place. I wish I would never went to this place.

  Business Response

  Date: 08/23/2023

  Thank you for bringing this to our attention: We appreciate the opportunity to address any concerns, In reviewing the account, you placed 844 miles on the car. Per the contract we charge 30 cent per mile. which would total $253.20. We offered to look at your car under warranty, but you declined.  I will request the difference to refund in you in the amount of $248.80. 

• Initial Complaint

  Date:07/27/2023

  Type:Customer Service 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 partner bought his car in January 2023 and had his car for about a month until we started having problems (overheating and motor issues). It has been to the shop a couple of times (we had to cover towing to get it there). After one garage had it for over 3 months we went to pick it up, paid $200 and got 20 minutes down the road before it overheated and broke down again. Now we are being told it is a different issue and we have to pay over $1,000. We have no option but to keep giving them money or do a repo which will be on his credit for 7 years. We have contacted ****** numerous times but we just get the run around and told to contact a different department.

  Business Response

  Date: 08/21/2023

  Thank you for your email. To better assist you please provide us with some more information. 
   
  Name on the account 
  Last 4 of your SS # 
  Contact number to reach you 

• Initial Complaint

  Date:07/03/2023

  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.

  Vehicle was purchased in 2022. I began having problems two weeks after, in which the warranty covered and it was fixed by a contracted mechanic. In the beginning of June, I began experiencing issues with the vehicle over heating after hours of driving it. I immediately contacted the dealership explaining the situation. I was informed that I would have to pay the cost for the diagnostic fee, and a two hundred dollar warranty fee and whatever is wrong with the car would be covered. The vehicles engine and transmission are still under warranty. Due to the financial obligation, I was unable to bring my vehicle in immediately, but I also was instructed to immediately bring it in nor was I instructed to not drive it. I went only to work (10 miles away from home) and came home until I was able to gather the finances to pay my portion required for the warranty to pay out. In the second week of June (approximately June 14th) I dropped the vehicle off. The mechanic explained what was wrong after having the car for a couple of days. He stated it took approx. 45 minutes for the car to over heat. The findings were reported to OK carz, their response was that they would not cover the cost of the repairs at 100% and I had to pay $1,100. The warranty department stated that I caused the damage by continuing to drive the car after it began over heating. I know that this vehicle already had pre-existing problems. I turned in the vehicle as I did not have the money nor did I think I should pay as I had a warranty and it was never stated to stop driving the vehicle.

  Business Response

  Date: 07/03/2023

  Thank you for bringing this to our attention: We appreciate the opportunity to address any concerns. I see that you were speaking with our warranty department, and they advised to you take it to the shop they day they spoke with you . You were adding coolant every 2 days. We spoke with you on 6/8 and you didn't bring it to the shop until 6/19. Unfortunately, this created more damage to your car that was not covered under warranty. We still offered to split the repairs however you chose to turn the car in. 

• Initial Complaint

  Date:03/10/2023

  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.

  The falsely advise a trade in program that isn't actually theirs. When asked for clarification on it they could never give me information. I fell behind because of financial issues. And everytime I called to get it resolved they would tell me 1 lie after another as to what I could do to get payments pushed back without additional fees. Now I'm 2 weeks behind on my payment and calling to set up payment arrangement only to be told I'm at risk of repo and if I want to remove the risk, I have to pay $100 fee. A fee that's not even being applied to my balance. In a previous call they told me all i had to do was make a partial payment and they would remove the risk. Now there is a $100 fee that must be paid in addition to the outstanding balance. I received no notice that I was even at risk.

  Business Response

  Date: 03/10/2023

  Thank you for bringing this to our attention: We appreciate the opportunity to address any concerns. I left a message for you to call me to review the account with you. Your account is in default for payments and insurance. I see that you have arrangements to resolve this issue.  If you have questions, please call to discuss further. 
  
  

• Initial Complaint

  Date:03/02/2023

  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 my car from OKCarz in June 2022. So about a month or so after purchasing my car started overheating so I called the warranty department and they suggest I take my car to one of there mechanics so they can diagnose it. The mechanic said it was my heater hose the warranty department says the warranty doesn’t cover that so I paid out over $400 for a heater hose just a few months of purchasing the car. So as we continue months after that I was leaving my job and all of a sudden my car literally stopped and came to a halt while driving on a very busy road. so I called the warranty department they insist I take the car to there mechanic so I had to pay a tow fee to get it towed and the mechanic says the problem was the whole transmission split so they had to order a “used transmission” and put it on my car so I paid a $200 deductible to the mechanic so that I could receive my car. Months go by again and my car is still over heating, motor sounds like it’s stalling I owe 16,000 on my car loan and the transmission etc has already gone out I don’t think this car is going to last 16,000 I have every receipt from every purchase that I’ve made on this car to get fixed. Either fix the car the correct way or I’ll take this to small claims court for auto fraud.

  Business Response

  Date: 03/02/2023

  Thank you for bringing this to our attention: We appreciate the opportunity to address any concerns. I am not seeing that you reach out to our warranty team since 12/27 when they replaced your transmission. Please contact warranty to see if they can assist your ************

• Initial Complaint

  Date:12/17/2022

  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 would like a refund of my down payment as well as this account removed from my credit report and no further collection efforts from this company. I purchased a vehicle from. OK CARZ JANUARY 10th 2022 I put a total **** down ans paid ***** for insurance with them when I drove off the lot the car was making a loud noise from the muffler I did not have time to return the car I was dropped off and had to pick up my kids I had the car for nine moths and the car just stop accelerating wouldn't go over 40 miles per hour throughout the the nine months my payments went from 240 every two weeks to 300 every two weeks with the insurance I paid so much money into this vehicle and it had many problems from the start the tag light wasn't working when I purchased it they couldn't even put the paper tag onto car properly because the s**** was broken off in it I almost received a ticket because of that the car would jerk and stall at a stop once the car started to looses power I contacted them and was told they couldn't do a voluntary repo if I didn't bring it to them as if I could drive almost 50 miles like that they also stated it would affect my credit for up to 7 years the car was a lemon from day one it had exhaust issues and I could not afford to repair it I was current on my payments they did pick the car up a week later and today 12.17.2022 I received a letter to accept collateral in full satisfaction of debt I want this removed from. My credit report and I want my down payment back.

  Business Response

  Date: 12/21/2022

  Contact Name and Title: *********************************
  Contact Phone: ***********
  Contact Email: ************************************
  Thank you for bringing this to our attention: We appreciate the opportunity to address any concerns. Unfortunately, we will not be able to return your down payment. You had the car for 11 months and put ****** miles on the car. The first contact you made with warranty was on 11/22/2022. We will be updating your credit with zero balance paid by collateral.

• Initial Complaint

  Date:11/23/2022

  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 am VERY disgusted that this place sold me a car with mechanical radiator problems not even 2 months after purchasing, I literally bought this car 10-1-2022, not to mention the car came with ROACHES! LITERAL ROACHES. WTF! How dare these people. Their "warranty" covers basically nothing, so a car I've already invested so much money in since October 1st, I am now out of MORE money to fix a problem that should have been done before the audacity of selling it to someone. I'm extremely disappointed.

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/01) */ Contact Name and Title: Michelle B******* Contact Phone: 18636882500 Contact Email:********************* Thank you for bringing this to our attention: We appreciate the opportunity to address any concerns. Are records show that you contacted us on 11/23/2022 stating your vehicle was overheating. We directed you to WE FIX THAT. We spoke with them, and they informed us you never brought the vehicle in. We tried to call you on your cell today however your voice mail was not set up. Please call us at 863-937-0315 so that we may assist you. Thanks