Complaints

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• Initial Complaint

  Date:01/03/2024

  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 both a car about a month ego, since the test drive the dealer knew the car had some issue they promise us that they will fix everything going on with the car even the fix of the seats (that never happened) we took car back for the to fix it and left the car at the dealer for 3 day to get everything done.. we had to call back the dealer after that to tell them the car continued having issues. I ask them if there where a different solution like exchange the car or anything else they didnt want to work anything else other than tell us to leave the car again but completely out of our packet!! Dealer is not taking responsibility of anything at all and at this moment my family ( 3 small kids my ************ is stock an hour away from home with no way to get back home after pay them $3000 down and just the first payment!! We try severe time to contact the dealer talk to them for a resolution and they dont want to do anything!!

  Business Response

  Date: 01/09/2024

  I'd like to first thank you for your business. At C&L Motors, we try our very best to always help our customers as best we can. These are used vehicles and unfortunately, sometimes things will fail in them and we understand that, but with all due respect, we sold this vehicle AS-IS. We promised you 2 items, upholstery on the seats and the bumper corner was loose. When you brought the vehicle in, we explained that the bumper can be done immediately but the upholstery would take 2 to 3 days because this work is outsourced. You asked us to only do the bumper and declined the upholstery work because you needed the vehicle back and didn't have the time to wait. We accommodated your request. After this, you came in about a month later and wanted some mechanical work, and that's ok. We were willing to help you out but we can't repair it for free. We offered to diagnose the vehicle and repair whatever it was at the lowest price possible, but you declined. You wanted it done for free. Unfortunately, we can't do that. We have no problem helping our customers with the lowest price possible for repairs, but we can't repair them for free. We also informed you that you had already driven the vehicle well over **** miles in such a short period of time. This is almost 3 times the national average that vehicles are driven in such a short period of time. If you want us to have another look at the vehicle, we will be more than happy to do that. We will diagnose it and give you the absolute lowest price possible to repair. We appreciate your business.

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21086433
  
  I am rejecting this response because:

  when we test drive the car we notice that was an mechanical issue that base on what you guys told ** need to replace the motor mounts plus the *********** the windshield need it to be replace and the the seats!!! everything that you said is completely a lie, we took the car that day with the promise that the mechanical issue was going to take care plus all the rest and less than a week after that we took the car to you dealer and left it there with you guys for 3 days to take care of all of that!!! the bumper was glue no repair, the windshield was the only thing done right, the seats was never done and the mechanical issue was never repair how it was promised, we call you guys to let you guys know that right after we pick the car again after leaving it there for 3 days nothing was repair n continue to have the same issue, then we broth the car back AGAIN as you requested and your service manager said that the car need it some system updates (which wasnt true) and need it to be done by ****** dealer, ill call the ****** dealership while i was at your dealer and their service department explain to me over the phone that what it was described won be fix with a simple system update and they still need to run a diagnostics to make sure what exactly need to be repair!! just to take the car that you sold me to the dealer for diagnosing was going to be about $400 and that won included any repairs, we ask you what else you can do n you answer was to leave the car again who knows for how long and the repairs will be out packet!!! we dont want anything for free we just want what is right, the mechanical issue was never repair, also you never said that if we drive the car "X" amount of miles we where on our own ...... we never declined any diagnostic if that was the case why we took the car back again to you and your service manager "ran a diagnostic" and told us about the unnecessary system update ?? also let me clarify something we just didnt show up a month later for the mechanical work... we contact you guys several times since we got the car about different thing one of them the being the splash/water shield that fall of the car while driving the same day that we pick up the car for the second time from your dealer and you service departments said that part is an accessory not a part which again is not true since it comes with the car is a part no and accessory and on the same call we let you guys know that the mechanical issue was still happening so we where told that we need to bring the car back again which we did and that was when you guys try to send ** to the ****** dealer and since we didnt when away the you offer to leave the car again for again another diagnostic and to be surprised by a outpacket charge that only God will know how much extra you wanna to get out us!! the same day that that happen the car start having more noticeable mechanical issue until 01/02/2024 that the car need it to tow back to our house after left us in the middle of the road while driving with my 3 kids an hour aways from home we call you guys and i was place on hold then transfer to the service manager and who ever did transfer me told you service manager that i ask to be transfer to him by name which again was a lie!!! all i need it and wanted was to speak to the dealer manager and right after that the service manager again put me on hold to come back to the line and say that i will get a call back and that never happen!! now you wanna come over here n try to get away with this by saying thing that never happen!! that is not right nothing that has being done right at all !! and so far we are in repairs for over $2000k and lets not talk about the customer service from everyone was amazing while we where buying the car but at once we sign the deal no one cares and is nothing anyone can do!!! you have your sales ppl pushing to get a review right away since you know so far is not an issue but at once we left and did those reviews that was it !!! the sale girl try her best of her abilities but after a couple time that she try to help us she was told to do not interfere anymore !!! 

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

  Business Response

  Date: 01/16/2024

  At C&L Motors, our goal is for no customer to ever have any issues with their vehicle. Unfortunately, that's not the reality. Please remember, the vehicle was sold AS-IS. That means that there is no time or mileage warranty on the vehicle, but we are willing to do any repairs at the absolute lowest price possible. We are willing to look at your vehicle and do a free diagnostic performance in order to identify the issue you are having. Once identified, we will give you the absolute lowest price possible to repair it. Please remember, diagnostics may take a few days. As far as the promised items, we didn't do the seat upholstery because you didn't have the 2 to 3 days to spare. We require that time frame because the upholstery work is outsourced. If you still want to have the seats upholstered, please call ****** at ************ and schedule an appointment to drop the vehicle off and we will take care of it. We appreciate your business.