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:04/23/2025

  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.

  So first off, I wanted to say I have been looking for this exact truck for several months so I dont plan on returning the truck. As soon as I left the used car dealer, I started having issues that I had previously mentioned to the salesman *** when I took the truck for a test drive. He informed me that all of my issues that I had wouldve been taken care of prior to me taking delivery of the truck. Not one thing I had mentioned was taken care of. It was minor things like the right rear window wouldnt go down as fast as the other windows. I had to bring the truck to a ****** dealership and they lubed the window track. I noticed the alignment was off and the truck was pulling to the left. I had asked for an alignment because I was driving three hours back home to where I live. They never performed the alignment. I had to bring the truck to a ****** dealer for them to perform an alignment. While in reverse the right side camera would go black. I had to bring the truck to a ****** dealer again for them to replace the camera. The windshield was replaced with an aftermarket windshield prior to me buying the truck and it was not calibrated correctly, causing issues with my adaptive cruise control and the rain sensor. During a visit to the ****** dealer for a prior concern they informed me that the windshield was not in compliance with the cameras on the front windshield and therefore I have to replace the windshield with an *** windshield. The *** windshield is $1960 installed. The camera and window tract was covered under warranty but the windshield and the alignment was not. I also found a gps tracker in the truck that I never agreed too and the company I have my loan with told me they did not have the dealer install it. Starting with my first issue the day after I left the dealer I had called about 5 times a day for 2 weeks. Not one person called me back. Then they stopped answering my calls, during normal business hours they would let my call go to voicemail.

  Business Response

  Date: 04/24/2025

  Good afternoon, 

   

  In looking at this deal file, this was an AS IS sale with the customer acknowledging in writing there was no warranty on the vehicle and further acknolwedging in writing that there was nothing promised by the dealership and nothing owed. (Please see attached AS IS Sales Disclosure, Buyer's Guide, Notices About Representiatons, and We Owe forms) Thus, it is unclear where the alleged promises arose

  I am looking further into the communications records and will supplement once I have finished that review. 

   

  *****

• Initial Complaint

  Date:02/17/2025

  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.

  On 1/18/25, I purchased a 2017 GMC Yukon from this dealership. They told me I had a 5-day/150-mile warranty. I live 154 miles from the dealership, so the warranty was null before I ever got the vehicle home. Before leaving the parking lot, we saw the passenger brake light was out. Our salesman removed the whole taillight and told us it was a connection on the housing that needed to be fixed, but the shop was closed. We asked if they could just ship us a whole new housing, along with the missing 4x4 ****, and the broken washer fluid cap (knob and cap were previously agreed on before signing paperwork). We were told yes, they could ship it all to us as we lived too far away to come back for the parts and get my kids to and from school. The ride home was rough. The tires were really bad. I don't know anything about tires, but I trusted the dealership to sell me safe tires, at the very least. Less than 2 weeks after purchase, the radials split completely and one of the tires tore open, and the other was on its way to doing the same thing. So I spent over $1800 on 4 new tires and an alignment almost 4 weeks before my first payment was even due. The front 2 had bad radials, the rear 2 were bald, all 4 measured at 4/32, at which depth the tires' ability to stop is severely compromised. In the meantime, I had tried repeatedly to contact any manager at the dealership regarding the 4x4 ****, taillight housing, and washer fluid cap, with ZERO return contact from ****. I sent texts and left voicemails. The tires, along with the unprofessional conduct of the dealership regarding the parts we were supposed to have shipped to us, spurred a ****** review. Upon receipt of said review, a manager finally reached out to me (2/10/25) and asked me for the paperwork and details about the tires. The manager was immediately emailed with paperwork and photos from the tire shop. On 2/12, and 2/14 I tried to contact via call and text. No contact since 2/10.

  Business Response

  Date: 03/05/2025

  First and foremost, it is clear the store failed to follow up timely to these important requests. I am still waiting for the final information on the washer fluid cap, taillight and ****, but as to the tires, they were inspectied prior to sale and met industry standards for tread depth and passed the visual inspection. 

   

  As soon as I have further information on the other items, I will update this response. 

   

  *****

  Customer Answer

  Date: 03/26/2025

  Nothing has been settled with Holler Driversmart. 

  Since purchasing the vehicle on 1/18/2025 we have purchased $3,894 in parts for necessary repairs in order for the truck to be operable. These repairs were necessary to be completed prior to the transmission and rear drive shaft U joint repairs, which we are still waiting on. 

  The tires split due to bad radials. Fuel injectors, their seals, the gaskets, and the corresponding cross bar needed replaced. Every spark plug was ***** and corroded, along with the spark plug wires. The ** compressor seized and in doing so required the replacement of the condenser along with the compressor. The malfunction of the seizure caused the ** belt to melt to the pulleys and compressor. 

  The offer the dealership made was to buy back the truck at stickerprice, with all of the "damages" being deducted from the buy back price. I declined that offer as none of the "damages were caused by me, but were clearly there and band-aided to make the sale. 

  What I am looking for is full buy back price (whatever loan payoff amount is at agreement), plus every ***** I put into the truck ($3,894 so far), including labor costs ($3,224). (12.4 hours for injectors, 2.9 hours for spark plugs and wires, 6.5 hours for compressor, 1.5 hours for ac belt, 1.5 hours for DVD screen ribbon = 24.8 labor hours SO FAR, and @ $130/hour is $3,224 in labor. We are still waiting on more parts, and have more labor time to install said parts.)

  Customer Answer

  Date: 03/27/2025

  Nothing has been settled with Holler Driversmart. 

  Since purchasing the vehicle on 1/18/2025 we have purchased $3,894 in parts for necessary repairs in order for the truck to be operable. These repairs were necessary to be completed prior to the transmission and rear drive shaft U joint repairs, which we are still waiting on. 

  The tires split due to bad radials. Fuel injectors, their seals, the gaskets, and the corresponding cross bar needed replaced. Every spark plug was ***** and corroded, along with the spark plug wires. The ** compressor seized and in doing so required the replacement of the condenser along with the compressor. The malfunction of the seizure caused the ** belt to melt to the pulleys and compressor. 

  The offer the dealership made was to buy back the truck at stickerprice, with all of the "damages" being deducted from the buy back price. I declined that offer as none of the "damages were caused by me, but were clearly there and band-aided to make the sale. 

  What I am looking for is full buy back price (whatever loan payoff amount is at agreement), plus every ***** I put into the truck ($3,894 so far), including labor costs ($3,224). (12.4 hours for injectors, 2.9 hours for spark plugs and wires, 6.5 hours for compressor, 1.5 hours for ac belt, 1.5 hours for DVD screen ribbon = 24.8 labor hours SO FAR, and @ $130/hour is $3,224 in labor. We are still waiting on more parts, and have more labor time to install said parts.)

  Business Response

  Date: 03/30/2025

  This is the 3rd response concerning this vehicle;the second to Ms. ******** the actual buyer and one to her husband, who is not affiliated with the transaction, but has seen fit to post a complaint and some reviews.
  
  To be crystal clear, even though she agreed in writing at the time of purchase that the dealership owed her nothing, the dealership offered to provide the 3 parts she later complained about. In addition, even though she agreed in writing that her exclusive remedy for her AS-IS purchase was to bring the vehicle back within 5 days or 300 miles, and she did not, the dealership offered to repurchase the vehicle months later for the same retailed price she paid for it, minus any damage or excess wear and tear. She rejected both offers and, based on the untruthful nature of her (and her husbands)continued postings during the pendency of these offers, they are now withdrawn.
  
  What actually happened here? Look at the documents. The vehicle is an 8 year old GMC Yukon with almost ******* miles on it, more than 25% more than the average vehicle of that age.  She purchased the vehicle knowingly AS -IS.
  
  The disclosures could not be clearer. On the federally required BUYERS GUIDE, it states in big, bold letters:
  
  AS IS - NO DEALER WARRANTY
  THE DEALER DOES NOT PROVIDE A WARRANTY FOR ANY REPAIRS AFTER SALE
  
  
  In addition, she signed an AS-IS SALE DISCLOSURE which contained the following language:
  
  The vehicle is being sold as is and where is with no warranty or representation being made by the Dealer as to the condition or serviceability, or as to any other aspect, of the Vehicle.
  
  Buyer's exclusive remedy for any dissatisfaction with the Vehicle is to return it to the Dealer, at Dealer's premises and at the Buyer's expense, in the same condition as sold (normal wear and tear excepted) within five (5) calendar days or three hundred (300) miles, whichever is less, in exchange for a refund of the purchase price. UNDER NO CIRCUMSTANCES SHALL DEALER BE RESPONSIBLE FOR ANY REPAIR OR REPLACEMENT OF ANY PART OF THE VEHICLE. Dealer may deduct from the refund of the purchase price any amount necessary to restore the Vehicle to the condition when sold (normal wear and tear excepted).
  
  Buyer has been provided an adequate opportunity to test drive the Vehicle and is otherwise satisfied that the Vehicle is satisfactory for Buyer to make the purchase.
  
  Moreover, to avoid the problem of, Well, they told me something different., the AS IS SALES DISCLOSURE also contains the following language:
  
  Buyer is relying on no oral promises or representations of Dealer in making this Purchase.
  
  Not only did she sign both of these documents, she also initialed directly next to each paragraph of the AS IS SALES DISCLOSURE signifying her actually reading and understanding each paragraph of the document.
  
  If that were not enough, she also signed and initialed each paragraph of a NOTICES ABOUT REPRESENTATIONS which contained the following language in ALL CAPS:
  
  I AM NOT RELYING ON ANY ORAL REPRESENTATIONS OR PROMISES BY DEALER EXCEPT FOR THOSE I HAVE PUT IN WRITING BELOW:
  
  _____________________________________________________________
  _____________________________________________________________
  
  
  Thus, not only did she affirm in writing that there were no oral statements she was relying on, she was also given the opportunity to write in any that she was relying on. These lines however were blank.
  
  Finally on this point, she also signed the WE OWE form that clearly states in ALL CAPS, NOTHING OWED
  
  In light of all of this, her story now about being made promises about certain things fly in the face of her actual agreement. But even then, the dealership offered to provide her what she asked for but instead of accepting it, she and her husband now make up stories that this vehicle was flood damaged and they were defrauded.
  
  As to her tires, the tires were acceptable and in tolerance when sold with the vehicle. She was also offered the opportunity to purchase a tire protection plan but she declined. She did purchase a powertrain warranty and if there are any issues covered by the warranty, she can submit a claim to them for consideration.
  
  Ms. ******* bought a high mileage vehicle AS IS, but even then, she had 5 days to have it inspected and even thereafter, months later,the dealership offered to by the vehicle back for the same price she paid,subject to an inspection. She has refused all offers. Those are now withdrawn and we have nothing else to offer this customer.
  

• 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 bought a vehicle from drivers mart in winter park on the last day of august of 2024, on September 24 2024 my car broke down. Called a tow truck to bring it to the dealership. Told me it was a ecu issue and then its a wiring issue and then told me it was rodents and then told me they dont know what the problem is. Theyve had my vehicle ever since. Yes its a as is vehicle with ****** miles on it and looks brand new. My only issue is that they had my vehicle for 3 months with 3 different mechanics and they still dont know whats wrong with it. Im paying over $400 for this vehicle plus paying for a rental because this dealership is refusing to update me or contact me about my vehicle. The last time I heard from the mechanic supervisor from drivers mart was 12Nov2024. I didnt even have this vehicle in my possession for 30 days and now Im paying so much more out of pocket because they refuse to help me in any way, they dont even want to help pay for a rental or give me a loaner vehicle. I even told them that I didnt want the vehicle anymore before the 30 day **** but they refused and argued with **** dont even know how much its going to cost me to get this issue fixed. I understand that its a as is vehicle but 3 months going on 4 months without my vehicle that I purchased is just mind blowing.

  Business Response

  Date: 12/05/2024

  Good evening, 

   

  This customer's car is exhibiting a very difficult to diagnose electrical problem.  They purchased the car on 8/31/24 and brought it back in for service on 9/24/24 with a complaint of engine shut off all of a sudden while coasting to a stop. 
   
  The store began diagnozing the issue and found that the car has an electrical issue somewhere in the main harness. The *** is getting power but not ground. After conducting extensive diagnostics with no luck, the car was sent to a 3rd party vendor that specialized in European vehicles. 
   
  The vendor is actively working on rectifying the issue but is having an equal amount of trouble diagnosing the main cause as well. The vendor has been in communication with the customer throughout the process as well as updating our service department regularly. 
   
  The car is at approximately ****** miles and is well outside our 5 day/300 mile repurchase window. The store is doing all it can with the vendor to find and rectify the problem. The store's service manager has reached out to the customer directly to update them. 

  
  Thank you, 
  *****

• Initial Complaint

  Date:11/01/2024

  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.

  11.1.24. I HAVE A WRITTEN WE OWE YOU A SECOND *** KEY FOB FOR YOUR 2018 *** SORRENTO EX. PURCHASED FROM THEM OVER A MONTH AGO. ALL I GET ARE EMPTY PROMISES . I HAVE SPOKEN TO MULTIPLE MANAGERS ON MANY MANY OCCASIONS. THEY BLAME IT ON CAR KEY EXPRESS. WHO I CANT GET THE RIGHT TIME OF DAY. I EVEN OFFERED TO GET THE KEY FOB MYSELF AND FORWARD TO BILL TO THEM. THEY REFUSED. IAM *******************************************************

  Business Response

  Date: 11/06/2024

  Mr. ****** is certainly entitled to the key. We had an unfortunate issue with a now past vendor that has led to this delay. We apologize and are trying now to make it right ASAP.

  He is in ******** and we have made arrangements for his to get his key at our cost locally. Unfortunately, with all the new electronic keys, the new key and the car need to be in proximity to program. Thus, our management team and our new vendor have now been in direct contact with Mr. ****** and are taking a proactive approach.  The vendor has assigned a specific point of contact for Mr. ****** and reports:
  
  Key has been ordered, tracking shows it landing Friday morning. **** is sending proof of order and tracking to customer now and will let customer know that once the key is in hand, they will call customer again to schedule the ********* is looking to have it done Friday afternoon or latest Monday depending on exactly what time the key arrives and both parties availability of time. He will be in constant contact with the customer so theres no fall-through."

  This shoule resolve itself quickly. If it doesn't, Mr. ****** can feel free to reach out to me directly at ************.

   

  *****

• Initial Complaint

  Date:10/31/2024

  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 bought a vehicle from,Holler Driversmart in Winter Park, on June *******. Also bought a warranty, Pro-Tec for my vehicle. This warranty you could cancel at any time. I decided to cancel my warranty on September ******. I did so and filled out all the paperwork. Everything was approved for the refund. Except I have emailed them two times trying to get my refund which is over $3,000. I get no answer from them they totally ignore me. All I want is my money back that I am owed.

  Business Response

  Date: 11/06/2024

  First, my apologies for the delay in processing this. The customer timely sent in the cancellation to the warranty company in early September. They cancelled the contract on the same date. 

  Unfortunately, their notice to us was lost in the shuffle on the internal person's desk. We have now confirmed the translation and the cancellation has been processed with ************ who is listed as the lienholder on the vehicle. Ms. ****** should see a credit from them on her account if I understand the process correclty. 

  Again, our apologies for the timing, but it has now been taken care of. 

   

  *****

• Initial Complaint

  Date:07/04/2024

  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 2021 ****** Crosstrek from Driver's Mart on (5/24) ...they inspect all vehicles prior to sale & have a (5) day return policy/ after the 5 day window expired I noticed that the molding around the front fog light would pop out of it's bracket after driving higher interstate speeds/ I contacted ****** who told me that the front bumper was probably loose. On (6/11) my ****** was inspected by ******************************* when a visual inspection revealed that the front bumper had been replaced with an "after market" bumper...the after market bumper was not properly fitted and when Gerber replaced it with a genuine ****** part they said the after market bumper had (2) broken brackets....this had created vibration to the point that caused the molding around the fog light to pop off. I paid ****** $1,261.26 on (6/19)and that has resolved my problem. On (6/14) a **************** rep from ******************** (******) reached out via text to ask about my satisfaction and I told her that ****** was going to fix the issue...on (6/19) I sent her a copy of my paid invoice for ******. Her initial message was sent on (6/14) and since that time she has texted me (7) times...each message has promised they care about my satisfaction, sincere apologies, and promising a sales consultant will followup with me. That has never happened. I did return to Driver's Mart myself on (6/26) and spoke with a Sales Manager (******) who confirmed all vehicles are thoroughly inspected prior to sale and I brought my ****** invoice explaining my issue and dissatisfaction. That day I also spoke in person with *******************/ General Sales Manager who took copies of the Gerber invoice, copies of all the text messages sent by ****** (Drivers Mart ****************) and said they would find some resolution. The person who would "sign off" was out of town and I would hear from him by July 1st or 2nd. Drivers Mart knowingly sold a car with a defective part resulting in me "overpaying" $1,261.26.

  Business Response

  Date: 07/08/2024

  When used cars arrive for potential sale, they are reviewed for any existing obvious damage. In this case, they fog light and bezel were replaced as they were originally missing, but the fit and function of the other components of the car appeared to be fine. Notably missing from the customer's complaint is any effort on his part to get the minor repair regarding the gasket done at the store where he purchased the car. I have confirmed that he made no such efforts. Instead, he chose to take the vehicle to a third party body shop and had numerous other parts replaced wihtout any effort to have the store confirm the actual condition of the vehicle to determine if all the repairs were indeed necessary and how they could be resolved to his satisfaction. If the front bumper had been previously replaced with an aftermarket part, the replacement was not obvious and did not affect the overall value of the vehicle at the time it was sold. 

   

  Without the opprotunity to assess the problem and handle the repairs itself, the dealerhsip cannot be responsible for the cost of repairs undetaken by a third party body shop. ************ bought the vehicle knowing that aftermarket parts may be installed, the car was being sold AS-IS and that there was no dealer warranty on the vehicle. Please see the first two initialed paragrpah of the attached AS-IS disclosure, paragraphs 1, 3 and 7 of the attached Notices About Representations and the federally mandated Buyer's Guide, also signed by ************. 

   

  Please close this file wiht no negative reporting on the dealership.

   

  ***********************

  Executive Manager

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21942473
  
  I am rejecting this response because: *************************** statement avoids addressing the obvious liability on the part of Driver's Mart. When he states that "numerous other parts replaced without any effort to have the store confirm if all repairs were necessary," he simply overlooks the fact that the bumper is the one and only part that needed replacement; along with the clips which help secure the bumper which were broken and so replaced. His statement is false because they're were not numerous parts replaced...just one. The bumper.

  He also states that the aftermarket defective bumper which had been installed prior to Driver's Mart selling the vehicle was not obvious. Sure, it was not obvious to me, however, an initial visual inspection by Gerber found it to be aftermarket...obviously. And, Driver's Mart who inspects all vehicles and I assumed have some degree of expertise would have been aware. That fact was corroborated when I visited Driver's Mart the last time and spoke with ******. I believe ****** is a Sls Mgr.. **************** states selling the vehicle with a defective bumper did not affect the overall value of the vehicle. That is false. In my opinion, or any other consumer's viewpoint I believe, the ****** was overpriced by $1,200. If I had not gotten the repair I would be driving around with a ****** that has no fog light cover and that was unacceptable. 

  He also laments that I did not bring my ****** back to his dealership for their inspection, however, considering the fact that his dealership is about an hour drive and the fact that his business philosophy apparently does not take responsibility, the likelihood of Driver's Mart replacing the defective bumper with a genuine ****** part at their expense is laughable. An independent body shop near my home was the obvious choice for resolving the problem. I expect Driver's Mart to reconsider their responsibility in this case. 

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

  Business Response

  Date: 07/22/2024

  I am sorry ************ was not satisfied. Just to clarify on 2 points...Driver's Mart did not replace any parts, including the bumper, other than the minor ones listed in the response. Moreover, when we reported the alleged defect in the bumper was not obvious, it was not obvious to the store either, not just the consumer.

  Again, it is unfortunate that he did not contact the store about his concerns. The store would have arranged to pick up the car if that was what was needed. Instead, he chose to just accept a third party opinion and pay their bill based on it without any opportunity for the store to verify what he had been told. 

  Based on this and the other items set forth in our prior response, we cannot support his requested relief. 

  *****

• Initial Complaint

  Date:06/12/2023

  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.

  Bought a vehicle from Drivers Mart 11/26/2021. Fast forward to 05/31/2023 the car starts acting up and I take it to BMW only to be told that the Parking gear sensor is going out and it is not covered by my warranty because its pre-existing. This is a very serious repair as the car will n longer run if this is not fixed. I have reached out to them in regards to this issue only to be told its not their problem, when in fact according to BMW this was an known issue before I purchased the car. I am not expecting them to pay for the entire repair, but at least some of it. Bmw will also be reported as this should be a recall there are too many of these cars with this issue and it is not being handled.

  Business Response

  Date: 06/12/2023

  I am one of the executive managers for the dealership and have looked into this matter. She purchased a 2017 BMW X1 with 48k miles on 11/26/2021. She has not been back to our shop since February 2022. She called and spoke with Julio, our advisor, around the end of May this year (18 months after purchase) asking for an estimate for the repair that BMW told her would be about $3000. Our estimate, based on her information over the phone, was about $1775 plus tax etc. She stated to Julio that her extended service plan would not cover the repair and she would get back to us. That was the last communication we had from her, so we assumed that she decided not to take advantage of the substantial savings as compared to the BMW dealership.  There have been no other communications related to this complaint since then. We would be happy for her to schedule an appointment for us to look at the car and firm up an estimate, but any diagnostics and repairs would need to be paid for by the customer.

   

  Frank

• Initial Complaint

  Date:07/22/2022

  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 purchased a 2012 Kia soul and have been asking payments on it since December 1st 2021 from these people. They sold me an extended warranty for $1500 that they dont want to honor, they lied to me about my axle being cracked after I purchased it and went into get the brakes changed, and now Ive brought my Kia soul into them four times to have them look at a crank shift position sensor because my engine is seizing while I'm driving and that's DANGEROUS. They have decided to tell me nothing is wrong with my vehicle once again and refuse to fix it. Instead they're pushing me to buy a whole new engine instead of fixing the one sensor.

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/08) */ August 8, 2022 ***************, Customer Affairs Representative Better Business Bureau, Central Florida 1600 South Grant Street Longwood, Florida 32750 Re: Mojica Complaint // Case No.: ******** Reference No.: ***************************** Dear Ms.********, I have the privilege of representing Holler Driver's Mart ("HDM"). Ms.********s complaint has been sent to me for a response. On December 1, 2021, Ms.******* purchased an AS IS, WHERE IS used 2012 Kia Soul with over 130,000 miles on it from HDM. In connection, she also purchased a third-party warranty from *************************. HDM does not administer the warranty nor make decisions on the scope of the warranty's coverage. On December 6, 2021, Ms.******* brought in the vehicle complaining she was hearing strange sounds when she hit "bumps." In connection, HDM replaced the passenger axle, with no cost to the customer because the******* warranty covered the cost of $296.00. On December 14, 2021, Ms.******* again brought in the vehicle, due to concerns with the driver front axle and brake pads. HDM replaced the disc pads and CV shaft, with no cost to the customer because the******* warranty covered the cost of $288.13. On December 29, 2021, Ms.******* again brought in the car, again complaining about hearing some noise from the front end of her vehicle. HDM ordered parts to help with the resolution of this problem. However, once the parts came in (roughly a week later), Ms.******* would not communicate with HDM despite multiple calls. For roughly seven months, Ms.******* did not reach out to HDM at all. Then, on July 20, 2022, Ms.******* came in because her engine was randomly stalling. HDM determined the engine was stalling because there was little to no oil in it. HDM completed an oil change. Ms.******* now again requested help with the sound at the front of her vehicle. However, due to the seven-month delay, HDM had returned the parts it had ordered previously to assist with this. At the request of the customer, HDM once again ordered the needed parts. On July 22, 2022, Ms.******* returned and HDM installed the parts. With no prompting from service, Ms.******* asked sales to provide an appraisal on her vehicle. During the appraisal process, a history sensor went off, triggered by a crank sensor in the engine. HDM's service department attempted to replicate this problem but was unable to. The extended warranty requires HDM prove that repair is needed before coverage is provided. HDM explained that the only way it could prove that coverage was required was by taking the engine apart. However, if the warranty company determined that repair was not covered by the warranty, the customer would be responsible for the costs of dissembling and reassembling the engine. The customer declined this repair. As an alternative, HDM recommended the customer take the vehicle to a Kia dealership because Kia offers some extended warranties on its engines that may have covered her vehicle. The customer ignored this recommendation. HDM has done all it can do to assist Ms.*******. Ms.******* purchased an AS IS vehicle with over 130,000 miles on it. HDM has made several repairs, with many being covered by the******* extended warranty. HDM has recommended multiple ways to assist with her outstanding concerns, but she has declined to pursue these options. I kindly request that you close this complaint with no negative reporting on HDM. I am happy to answer any questions you might have. Sincerely, Frank A. H***** Consumer Response /* (3000, 7, 2022/08/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because they lied about the front end saying it was a brake change when it was really the axle, they claimed the warranty was invalid and cannot be honored from Kia or themselves and they didn't offer me any other option besides getting a new motor or trading the vehicle in. I ended up having to fix the sensor by myself for my vehicle to work properly because they didn't want to fix it. As for the parts for the front suspension they never told us they had the parts in hence why I didn't come back to the dealership for 7 months. Business Response /* (4000, 9, 2022/08/10) */ August 10, 2022 ***************, Customer Affairs Representative Better Business Bureau, Central Florida 1600 South Grant Street Longwood, Florida 32750 Re:******* Complaint // Case No.: ******** Reference No.: **************************** Dear Ms.********, My response dated August 8, 2022 describes the interactions with the customer in great detail. As shown through my prior description of the facts, there is nothing more HDM can do for the customer. I kindly request that you close this complaint with no negative reporting on HDM. If you have any questions, please let me know. I would be happy to address them. Sincerely, Frank A. H*****