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:02/25/2025

  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 financed a 2018 Jeep Cherokee Latitude sport plus from OK CARZ on **** ***** Sept 26th 2024 with $2500 down. The car had a few lights on dash so, they told me they would fix them and for me to come back the next day. The car wouldnt start but after about 30 mins of trying the car crunk and I was able to get it back to OK CARZ. The dash showed batter issue. They replaced the battery and reset the car. Car was ok for a few days then it started running hot again so, at that time I needed an oil change and fluids replaced. They took care of that but the car was still running hot. Hurricane happed 10/6 had to evacuate where the car shut down bc it ran hot. Replaced the massive air **** system. Dash cleared then ran hot again. Replaced starter, radiator, coolant reservoir and hose, and fuses. Purchased 10 bottles of full concentrate coolant and 5 synthetic oil changes all from Oct 2024 to Jan 2025. The entire time the car continued to run hot. I was communicating with my car lot and the warranty bc my comp and collision insurance is combined with my car note. On2-8-25 i took the car to pep boys per my warranty company to see why the car was continuing to run hot. They told me the head gasket was blown and had been blown for quite some time due to the thickness of the smoke from the exhaust and the amount of things I replaced in short period of time. They told me that the gasket has been blown at least a year give or take a month or so. I just got the car in at the end of Sept. They said more than likely some type of sealing spray was put on the it to bandaid the issue. The didnt confirm that though. It was a possibility. The warranty company sent out a 3rd party to assess if they are going to fix the car bc it was over heating and thats due to poor maintenance up keep?! Im confused bc Ive taken this car to the shop over 6 times a d have spent close ***** in repairs outside of 575 car note every month ON TIME! This caused me to be stranded in Al for 5 months

  Business Response

  Date: 02/27/2025

  Thank you for bringing this to our attention: We appreciate the opportunity to address any concerns

  Ms. ******** purchased a 2018 Jeep Cherokee on September *******, the vehicle came with a 2- year or 24K mile powertrain warranty (see attached) at no additional cost. We have listed each claim made from the date of purchase below as well as the results of those claims.
  September 24, 2024, Ms. ******** filed a warranty claim stating, "battery problems", she was directed to local repair facilities in her area Speedway Plus who replaced the battery at no charge.
  
  October 23, 2024, Ms. ******** filed another claim stating "vehicle stalling" while she was traveling. The vehicle was taken to an out of network repair facility in ******* who determined the mass air flow sensor failed. Ms. ******** was advised that the part was not covered under warranty, however we would be willing to make an exception to split the cost of repairs which totaled $390, and she agreed.
  
  December 11, 2024, we received claim that vehicle starters have failed, Ms. ******** was advised the starter was not covered and the claim was declined.
  
  February 8, 2024, we received a claim that the vehicle was overhearing and smoke coming out the tail pipe. The customer was directed to ******** who determined the head gasket failed due to being over heated. As a result of the diagnostics a phone call was placed to Ms. ******** on February 18, 2024, at which time Ms. ******** acknowledge the vehicle had been overheating for several weeks and she continually drove the vehicle while adding coolant daily. She also acknowledged that the vehicle overheated several times and even became so hot the motor shut down and she had to wait 30 minutes to allow the motor to cool off before she could continue to drive.
  
  Unfortunately, the head gasket is a non-covered component under the terms of the warranty which failed because of the motor ************** a sign of good faith, we reached out to Ms. ******** and offered to split the cost of repairs which she declined. 

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22983055
  
  I am rejecting this response because: Me and my children were stuck in ******* for 5 months because that car was not SAFE to get on the road for long periods of time. We went from Hotels, to shelters, friends and family homes, and even a few nights sleeping in the car ALL while I did everything I was supposed to do to get that car to stop overheating and it had been overheating since the day I got it. To split the cost on the engine for a vehicle that Ive ONLY had for 5 months is insane and unfair. I receive social security so, my financial situation is already tough and stretched to the max. I went without medication and other things that me and my children needed due to this car and the blown head gasket WHICH I AM POSITIVE THAT OK CARZ knew about. Ive paid my note on time every month even with all the things that Ive fixed on the car. The car has been in the shop more than its been my actual possession!!!!! This includes my mechanic and the work he has done on the vehicle as well. Im also expected to continue to pay a car note on a car with a blown head gasket on top of splitting costs which is about $2200.00?!?!? That defeats the purpose of a BUY HERE PAY HERE!!?! Offering to pay half considering this situation is insult to NASTY injury! 

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

  Business Response

  Date: 02/27/2025

  I am sorry you feel that way. If you change your mind on the repairs, please let us know. Your finance company might be able to assist with a payment or two to help you with paying the repairs.

• Initial Complaint

  Date:01/13/2025

  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.

  11/04/24 I bought a 2016 dodge caravan on 11/09/24 called warranty because the car was running hot so come out that I needed a motor ok that got fixed 5 days without working got my car back 2 days later back in the shop because now it needed a new computer they fixed that 5 days later back in the shop with the same issue from before the new computer was put in they had me take it to dodge to get the computer fixed 4 days later still doing the same thing now its some electrical problem that they cant find I this point I have call many times the bank said they would push my payments back sent them all the paperwork they asked for still had to make my payments back sent they wont change the car out I have lost over 25 days of work because of this and now Im stuck paying for something that is not work nor safe even tho the mechanic say it wont mess up the motor but it can leave me on the side of the road at any moment and I travel 45 minutes for work so its un safe people ask me where you get your car from and I wont tell them so they dont get ripped off like I did never again

  Business Response

  Date: 01/13/2025

  Thank you for bringing this to our attention: We appreciate the opportunity to address any concerns: I am sorry that you had so many complications from the beginning. It looks like your car is up and running without any problems at this time. Since you had your car in and out of the shop, we can provide you with a courtesy deferment by moving your January 15th payment to the end of the loan.  Please let me know if you would like for us to assist you with that. 

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22797495
  
  I am rejecting this response because:
    My car is not  running like normal like you say its going back to the shop again for the same issue we are just waiting for the master mechanic  to come back he is out sick so he can keep trying to find out why it keeps have it the same issue on cylinder 3,2 & 5 all colors have been changed computer reprogramed new motor and still the same thing so how is that running like normal ?? Please explain to me that at this point I just need a different  car 

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

  Business Response

  Date: 01/15/2025

  I am having warranty reach out to you to see if a better option is getting a different car with us. 

• Initial Complaint

  Date:12/02/2024

  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 purchased a 2016 *** ****** from Ok carz 10/14/2024. Down payment was 1500 plus 2 pick up payments of totaling $600. The first week I got the car I heard a noise coming from the front end that sounds like something is rattling and a smell like the car is running hot. So, I called their warranty department and made a claim. Per the warranty I had to take the car to We fix that ************. Car was there 10/28 to 10/29. They said the issue was engine related and I need to go to *** because they have a lifetime warranty on the engine. Ok carz does not help with a loner when your car is being repaired, and *** will need the car for about 30 days. Nov 16th the car cut of several times, and you can smell that it is overheating but the thermostat did not show that. I had a mobile mechanic look at it and did a diagnostic test. Nothing showed up but he showed me where something is leaking up under the hood. There was no fluid in the car but you could see where I was parked that something is leaking. Took the car back to We fix it 11/18 and was told it needed the Thermostat housing replaced. Car was fixed 11/20. 11/28 I am driving and a warning pop up that the car is overheating, and the thermostat is all the way to the hottest temperature. I pull over, check the fluids and then added some fluids but the car will not start back up. Called and had car towed to We fix that. I have had to pay Ubers to get my children to school while a car that I have not had for 60 days continues to break down 11/18 $43.03, 11/19 $20.93, 11/20 $25.96, 12/2 $31.59 I have paid for Ubers. I have paid them $300 11/1 and 11/15. They are now calling and making threats about the car payment that was due $11/29. At this point I do not want to do business with them and their "finance company ********************. I have not had this car for ******************************************* the shop. They clearly sold me a lemon. I would like my downpayment back and they can get their car.

  Business Response

  Date: 12/03/2024

  Thank you for bringing this to our attention: We appreciate the opportunity to address any concerns: It looks like a manager reached out to you today and resolved the issue We will replace the water pump, and we have agreed to waive the deductible. In addition, you have agreed that a 1 payment deferment on your account would help. Once we receive the signed deferment back from you, we will process it on our end. 

   

• Initial Complaint

  Date:09/30/2024

  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 am a customer of *********** and I got mine and my wife April both got our cars at the ************* we are on separate accounts her full name is ***** ****,

  Business Response

  Date: 10/02/2024

  I had the pleasure of speaking with Mr. ***** today. We have worked out a payment plan and he is happy with the outcome. 

• Initial Complaint

  Date:06/05/2024

  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.

  I purchased a vehicle from OK Carz and have regretted that decision since. The vehicle they sold me was an unsafe vehicle. I purchased a 2013 Dodge Caravan from the lot within 10 days I had to take the vehicle to a repair shop. I then again had to take the vehicle in for repair for a new alternator with a month later. After asking to be switched into another vehicle and being told no my transmission went out and it had to be replaced. Now within 4 months of that I am stuck with a 800 repair bills as the car began to overheat and I was told I had a leak in the oil value. I called the warranty department and added a claim. They opened a claim I was told by 3 different reps that the call was recorded and that the claim was approved. The repair shop then called me and stated that it was declined. I called in and was told that the status was changed to decline, and they gave me bad information. I called back and the notes states it was approved the manager proceeded to tell me that even if it states approved, they will not cover the item and he will talk to them about the approval, but it is still my fault. I have a daughter that is disabled and to sell a vehicle that is not safe for a child with a disability has to be an *** issues which I am looking to file as well. All I am asking for since I have started with this vehicle is to have something that is reliable to take my daughter to her appointments without leaving me stranded and paying for tows.

  Business Response

  Date: 06/06/2024

  Thank you for bringing this to our attention: We appreciate the opportunity to address any concerns: Unfortunately, this was a non-covered item. We were unable to make another exception (we waived your deductible in December even though your miles were out of guidelines). You can reach out to the collection department to see if they are able to assist you with a deferment after the repairs are paid.
  

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21801859
  
  I am rejecting this response because:
  I was told on four different occasions that the work was covered over the phone on a recorded line. It wasnt until it came time to pay that they expressed that the job would not be covered. I was told that it was initially approved sent for approval told that they were approved and then when it went to one, ****** that it was declined, so for two days As an approval and then move to declined. Because Of this, I was unable to make the payment. Possibly pacing my account and negative standings because of misinformation.
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/10/2024

  It looks like you spoke with *** and he explained the claim was denied. When you spoke with *** you stated that you would do the repairs yourself and you were going to drive the vehicle home. You also informed him, that the car was over heating and if the motor blew than that would be the result. *** explained to you that would void your warranty all together. We are still willing to defer a payment for you with receipts of paid repairs. 

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21801859
  
  I am rejecting this response because:
  You are correct. I spoke with *** and advised *** that I have a daughter who is severely handicap and I needed a vehicle that was Reliable I told *** that the vehicle since Ive had it has been nothing but an issue you guys have covered items that were under the warranty. I spoke to *** and told *** that the parts were going to be almost $800. This is all not because *** stated that it was declined. It is because the company that you have decided to go with stated that it was approved three times and then when ahead and stated that it was declined by one of your employees. So they on a recorded line saying that the project was going to be approved three times on three separate occasions with three different individuals. Would you like for me to Send you The three audio files. As well as a sworn affidavit from the people who are around me? So me paying for the items has placed me in a financial hardship and has left me unable to do anything else with the vehicle as far as payments are concerned. You are mistaken. The vehicle has been fixed and pay for and no the paperwork was submitted already. They are not going to be able to Defer the three payment amounts, which is exactly exactly what I had to send over for a payment but had to use for a vehicle that has been a lemon. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/08/2024

  Type:Order 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 sold a car with fraud paperwork that consist of the two contracts same info 2 different cars

  Business Response

  Date: 04/09/2024

  This was a prior car that you had with us from 7/13/2023. You got out of the car and purchased a 2013 Acura on 9/6/2023. Your account is currently 32 days past due. Please contact us at ************

• Initial Complaint

  Date:02/15/2024

  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.

  Purchased a Dodge Journey and within 1 week I had a check engine light come on. Sent to a cheap local mechanic where they put spark plugs / wiring in and they said it was repaired. Check engine light came on and had to take the car back and needed a new radiator. 1 week later the light came on again and I need an entire new motor. The *************** do not want to replace the engine and want an alternative. They sent an inspector to make sure and now said to just repair the block. So what happens in a few months? Had the car 7 weeks and in the shop 5 weeks. Still having to pay and pay for a rental. I drive by my parked car with no movement. What happens from here? I want to return this and get another car but they refuse and want me to wait!!!

  Business Response

  Date: 02/21/2024

  
  Thank you for bringing this to our attention: We appreciate the opportunity to resolve any issues. It looks like they approved a new engine on 2/13/2024. Please let me know if you have further concerns. 
  
  
  

• Initial Complaint

  Date:07/24/2023

  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.

  On Wednesday July 18,2023 I went to OkCarz on N ********************* Ave and put $600 on a 2013 Chrysler 200 and $436 on gieco insurance I did a test drive around the block and came back due to a bad ******* storm they told me to come back the next day be the the internet went out to finish the process i was late to work I returned the next day and spent 6 hrs waiting for paperwork to be processed that the manager didnt do because he was more concerned about his day off so after waiting 6 hours not even 2 minutes after leave the lot the car started over heating I had to call my husband to pick me up. I called them right away they told me to came back tomorrow. After another 4 hr wait they got me a ****************************************************************this afternoon Im getting to go to work and now the check engine light is on.I called them the manger was rude put me on hold and hung up the call and would answer me back.l, because of this I got written up at work and today I missed work, OkCarz are selling lemons to people and the employees are driving the vehicles that they are selling. I just started my job to get a car to take to work and this happened this isnt fair and I see many complaints online about the same issuesplease help us

  Business Response

  Date: 07/24/2023

  Thank you for bringing this to our attention: We appreciate the opportunity to address any concerns. I left a message for you to please contact me to review this further. Thank you 

• Initial Complaint

  Date:08/01/2022

  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 purchase the vehicle on 7/03/2022 I've been back and forth with Alex from ok carz Glenda and there warranty dept on 7/08 I called to advised them I had issue with the 2010 Ford Escape the electrical lights on dash only half turn on rpm light doesn't go on ac system doesn't function at times car acts like it wants to turn off front end I making a bad metal popping sound transmission sometimes kicks engine makes valve noise at times now my temp tag expired and they are giving me a hard time so I can receive the hard tag ms Chris man is very rude keeps telling me to wait for someone to call me I was sold a lemon and I feel they are waiting for 30 days just to stick me with this vehicleglenda tells me that I will go on my credit I'm so annoyed and fed up with this company please help

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/03) */ Thank you for bringing this matter to my attention: We appreciate the opportunity to address any concerns or complaints. I see you contact the warranty department on 7/15/22 were we directed you to the closest shop. The shop does not have records of you calling them. They attempted to follow up with you as well as *** ******* Financing. The contact number you provided was not accepting calls when we finally got through someone hung up the line. You contact us on 7/22/22 and asked to transfer a tag which we did, your tag was ready to pick up. Your account is currently in default and will report as a repossession on your credit. Please contact us to resolve this matter Consumer Response /* (3000, 7, 2022/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have had communication to the warranty dept and repair shop and they have my updated phone number and they have connections thru my new updated cell phone number telling me about my tag was ready thru phone and email they know I know how the provedure works I work for a dealership and as a tag band title agent I have proof of communications Business Response /* (4000, 9, 2022/08/10) */ We would like to resolve the matter with you. We sent out your 10 notice on 8/4/2022. Please contact our office at 863-688-2500 Consumer Response /* (4200, 11, 2022/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called office manager Alex from ok carz this morning and I was put on hold for 15min to be told she is in an employee meeting and will return my calls she never did then I reached out to the insurance company they had referred me to which is **** to advise them I no longer have the vehicle and need to cancel my policy because it's under 60 days now my license is going to get suspended I tried to explain also I'm trying to get my hard tag from this dealership and she said I need a letter from them stating I surrendered the vehicle which they won't even help me out they say they are trying to resolve this matter which is bull and I'm not getting anywhere with them they have my work phone number my cell and email. They just won't communicate back with me Business Response /* (4000, 13, 2022/08/11) */ We mailed out your 10-day NOI letter on 8/4/2022. You should be able to provide that to your insurance company.

• Initial Complaint

  Date:07/18/2022

  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 went to ok cars and financed a mini van from them that I really didn't want, but that is what they said I qualified for. So I said I need a car so hey it looks fine and it drove pretty decent so why not buy it. A week later the car doesn't start so I call the warranty company that told me I have a warranty for anything under the hood up to 24000 miles. The car battery was dead and the warranty covered it. Cool right? Wrong 2 weeks later the air pressure for the breaks go out so I had to call the warranty company again and they said that technically it is under the hood but because I had already driven 3000 miles in a month that the warranty wouldn't cover the brakes. So I had to pay out of pocket $668 after 1 month of having the car. A couple more weeks go buy the brake pads and rotors go out. I had to pay another $700. So yes I got behind in payments. After of only being 3 weeks behind no weekly payments they repossess my car and take it an hour away and wont even tell me the exact location to pick up my car. Then the man that I speak to tries to charge me $75 to get my own belongings. After I told him that it is already hard for me to get way to get my belongings that is an hour away and that 75 is hard for me to get he laughed at me and hung up the phone with out telling me the exact location to pick up my stuff. I have a 2 month old babies car seat and stroller in there my wallet with cash and drivers license. I just need my stuff and every time I call Mia Florida finance I leave message after message and no response no call back nothing

  Business Response

  Date: 08/05/2022

  Business Response /* (1000, 5, 2022/07/19) */ Thank you for bringing this matter to my attention: We appreciate the opportunity to address any concerns or complaints. You purchased the car on 12/22/2021 you contacted us on 3/16/2022 in referend to your break booster which was not covered under warranty. You had driven 7430 miles on the car at that time. It looks like we worked with you on a payment plan then we didn't hear back from you. You may contact James at Jimmys auto clinic for your belongings. XXX-XXX-XXXX