ComplaintsforEdd Kirby Adventure

• Initial Complaint

  03/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  03/23/24 False advertising in prize mailers sent out for IRS sale. Mailers says you win. Fine print says prize is won when you bring the flyer in to the location to verify the confirmation number. It doesn’t say it has to match. I spent fuel and time based on a certain amount of return.

  Business response

  03/25/2024

  Please see attached image from mail piece where the mailer clearly states, "Prize validation code below address bar must match winning prize validation code posted at dealership on prize board exactly in order to be eligible to win". 
  
  
  Dealer will compensate the customer for fuel by filling up the gas tank to turn the customer's experience into a positive one.
  
  
  No further action will be taken.

  Customer response

  04/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  When I contacted Ed Kerby’s no one was able to direct me to the person that can fill the up the tank. I need someone from the location to text me or call me at ************ and direct me on how to get the fuel, thanks.

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

  Business response

  04/29/2024

  Customer came in and received gas 

• Initial Complaint

  10/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I drove from Atlanta(09/20/2019) to this establishment because I was so use to buying my cars from them. I traded a vehicle that was more than half paid off for little no return for the amount they tacked on to my new car. I should had just kept it and got a new one. I told them I don’t want to have my credit ran by more than 2 bank places. I had a bank I use all the time. I even told them I will not come if they had to run it more than twice. I had a plan if that had to be more than twice. I called during my drive to verify this and was told by *******, that it won’t be more than twice because the woman I originally spoke to had to go on a date or something. My score was over 760 they wait till I get there to tell me they sent it to over 10! WTF! Goes to them and they gave me the car dirty!!!! Not washed and gas empty. I have recordings of the conversations and screenshots. I shall gather this from my old phone and post them here for y’all to review and form your own opinions. I had a previous ****** review I left but some how it’s been removed. I wonder why. The manager did ask me to call him but he did not answer nor return my calls a couple of months ago. I have been very civil. I believe them to be good people, they done bad business with me. I like to upgrade my car every 2-3 years and give one to a family member. I will not come back here. This one bad business out of my previous business with them has ruined or relationships. I have complained for years about how I was done. They would either not reply or say something like they are sorry that was done. I have recordings of or previous conversations from 2019 and how I didn’t want my credit ran so many times. Will fix old phone and upload but for now will upload the dirty old empty gas tank car I picked up and never got reimbursed. Being older now with more knowledge I know I was taken advantage of but that it was partially my fault on the trade in. I should have known it was a bad deal.

  Business response

  11/14/2023

  Mr ********* was not satisfied with the original two approvals therefore we submitted to other lenders for a better rate.  Mr. ********* was informed that we did that before he purchased the vehicle.  Mr. ********* was also informed that his Auto-Enhanced Fico score was not lowered due to the consumer reporting agency laws that are in effect to protect consumers shopping for a better rate.  Mr. ********* was informed that the vehicle was not cleaned for delivery based on the time he wanted to take delivery.  We did offer to do a full clean up and delivery on his time but we are not sure if he ever had it done

  Customer response

  11/20/2023

  
  Complaint: ********
  
  I am rejecting this response because: I was not informed that it was sent to two people and was unhappy. I said I don’t want it ran no more than two places because I can go to my bank. Before I made the 1 hire and 30 minute drive I was informed that it was sent to several places. It was over 6 hours from the the first conversation that I would be coming to have it cleaned and gas. I also noticed nothing was mentioned about the times I’ve called to speak to a manager for years and never got a call back. Let’s be honest. I am confused on how I showed any signs of being upset up to the point I was told the car was not clean nor gas. I recorded me saying bye to my old car and all. When I got there I ****** told me the woman that originally answered that they are splitting the deal because she had a date that night. He told me he was not told not to run it more than twice. Being that I did get there in the afternoon there was not many workers there so you are making some of the conversations up. Promise I was more excited than upset. I asked if they could remove some of the credit pills and was told no. So I don’t typically cry over spilled milk. I had just got a raise to $31/hr so I was not bothered really. The problem arose when I tried to be reimbursed for the cleaning and gas. It was a cat and mice game so I decided to mention all the problems. Still till now a simple call and apology is all I wanted. Don’t even want the reimbursement. Just to know my voice was heard. The people seem to be nice people accept the lady that directs calls, she is rude. I just want an apology… A simple sorry and hanging up would do.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  09/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My mom went to go potentially get a new car from them. I was asked to co-sign. I work at a Car Dealership myself, and I wanted to see what we could do for her here. Without any Electronic or Hard signature, **** ***** with Edd Kirby Adventure Cars in Chattanooga, Tn. Ran my credit without my permission. I did not want my credit to be ran, and I explained this to him when I called about this. He told me that, “simply being on the phone saying that I might co-sign gave him permission to.” I would like this to be taken off my credit, and I want this to be investigated. It was not a soft inquiry, it was a hard inquiry on my credit. My mom was asked to give him my information to make the process “take less time.” My mom had no idea of his intentions with my information, and I do believe that she is not in the wrong for this. The company knew better.

  Business response

  09/28/2023

  ****** ******* visited the Chattanooga location on September 8, 2023 to purchase a vehicle. The sales consultant informed her that she would need a cosigner. ****** ******* then called her son, *********** ******* who verbally agreed to co-sign. The sales consultant spoke to *********** ******* and obtained his credit information. A pay stub was requested from  *********** ******* by the sales consultant. *********** ******** is employed at ******** **** ******* as a sales consultant, so upon asking his manager for a pay stub he was refused. After *********** ******* was refused a pay stub he stated to the sales consultant, "The managers would not give me a pay stub to buy a car somewhere else." ****** ******* then left stating she needed to leave and buy a vehicle from her son, *********** ********, at ******** **** *******. 
  
  Our dealership does not want to cause workplace conflict for *********** ******** attempting to purchase a vehicle from a competitor. So, we will write and submit letters to all three credit bureaus on his behalf
  
  
  
  No further action will be taken. 

  Customer response

  09/29/2023

  
  Complaint: ********
  
  I am rejecting this response because none of this is true. I have an *** portal and can access my paystub anytime. I do not have to ask  my boss to get a paystub. My managers are completely fine if my mom and I were to buy a car elsewhere as they have already tried at my workplace. This lying is ridiculous. My issue is I have inquiries on my credit with no authorization from me to pull it.
  

  I never signed a credit app or documentation for them to pull my credit. I verbally said I would think about it. I am looking to buy a house and want proof of the credit app Ed Kirby has on file. Guaranteed that the signature will not match mine. If they did this then they illegally pulled and submitted my credit. I want to make sure this doesn’t happen to any other person. I also want the inquiries removed from my credit since I did not authorize this. 

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

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought a car from Edd Kirby Adventure on 6-6-23. When I drove it home, the car started acting up. I called the car company for a couple of days and no one would answer. After calling for days, I called back and someone answered. They told me to bring the car down there to get it checked out. I got the car down there and they said it was just overheating and they did not do any work or repairs on it. When I was on the way home, the car started acting up again and I got it down to the shop on Monday. The car shop said it was the transmission and it would have to be replaced. They said there was nothing they could do and I would have to pay for the repairs. The car lot did not offer me a warranty when I first purchased the car but they are trying to get me to spend thousands of dollars on a warranty so I can get the car fixed. I just want to get my car fixed or trade the car in for another car. The total cost of the car is $8,499.59 and the amount financed is $10,300.00. My monthly payment is $296.00.

  Business response

  08/17/2023

  Customer purchased the vehicle June 6, 2023. Please see attached documents where customer signed a Buyer's Guide stating the vehcile had no warranty. We show in our customer management program a call dated July 17, 2023 regarding service concerns. Then a service appointmnt dated July 24, 2023. Management has offered customer a solution, as we are empathetic to the customer's sittuation. No further action will be taken.

  Business response

  08/23/2023

  Dealer has vehicle in service department replacing transmission. Dealer has discounted price to accomdate customer in this matter. 

• Initial Complaint

  03/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went shopping for a vehicle only to have been taken and lied the girl gave me her story of bad credit and how she refinanced after a few months and made me hopeful however they failed to tell me the place that financed me doesn’t refinance. That’s would have been important to know. Not only that I traded in a decent car and ended upside down for a car you would think was worth more since it rolled right off the floor brand new. The car is valued at $12.5 at most and I owe $30k I’m now stuck and pay $850 for a car that I can’t refinance. This place is not about the people just themselves. They lied and just want to con you

  Business response

  03/27/2023

  Based on the customer's current credit situation, no lienholders were able to refinace the loan. The customer is welcome to use any outside finance source to try and refinace. No further action will be taken.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Dealership is false advertising credit forgiveness and ability to work with anyone with any problem.

  Customer response

  03/07/2023

  It's false advertisement because the ad states any trade is welcomed, no credit/bad credit, it's a total forgiveness event and upon arrival they didn't honor any of what was stated. 

  Business response

  03/08/2023

  Attached is the bottom portion of the ad that was left out of the complaint. Please see the bottom portion of the ad that states, WAC. Which means "with approved credit". This is not false adventisment. No further action will be taken. 

  Customer response

  03/08/2023

   
  Complaint: ********
  
  I am rejecting this response because: regardless of the WAC the ad still specifies they help any and all people regardless. It also states your paystub is your credit. I make more than enough to qualify and they blatantly didn't want to honor their ad.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  11/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to look at a truck at Ed Kirby in Chattanooga on 10/25 and I was looking at trading my current truck in because it was a extended cab and we was looking for a 4 door truck because I have a daughter on the way. We found a 2020 ram 1500 with 68k miles. We’ll they ran my credit and I was approved for the truck but my payments was going to be 996 dollars a month and I told them I couldn’t do it and then Leann asked me if I could do 800 a month and I said yes. So I we went through everything and gave them the down payment money and started signing paperwork and I seen that they had 996 a month on the paperwork and I stopped signing paperwork and I told them I couldn’t do that and I said I’ll just take my money back and leave but then Leann told me I couldn’t have my down payment money back. So I told her that I couldn’t do the monthly bill and she said we’ll let me talk to my boss and then Andrew came to talk to me and my wife and he got the payments down to 899.99 a month and I asked him if that was the lowest they could do and he said yes and I asked him if I didn’t sign the paperwork if I could have my down payment money back and he told me no. So I signed the paperwork and 2 weeks later the truck is broke down and I asked if I could trade it in on the other dodge they have on there lot and he told me he doubts we could because of me just getting the truck! The truck has needed 2 manifold gaskets replaced and the backup sensors fixed since the day I got it and it’s still not been fixed but they have ordered the parts.;

  Business response

  11/17/2022

  In response to this communication from our customer, we are not sure what the direct complaint is, but will address it as we see fit.  As always, our number one goal is customer satisfaction.  When we originally started this deal, the customer was given parameters of their deal, which they agreed to, and left our dealership to gather the remainder of their down payment.  Their cash down payment was dropped into our safe. Upon returning that night, they did not have the complete remainder of their down payment and also asked for a lesser payment at that time.  Upon some back and forth discussion, the customer ultimately agreed to purchase and still has not brought the full remainder of their down payment.  The customer signed paperwork, took delivery of the vehicle, and is now the owner of the vehicle.   
  
  We do agree that the vehicle needs repairs and have agreed to do so.  We ordered parts for the vehicle and the customer is aware the vehicle will be repaired once parts arrive.  We even agreed to have the vehicle towed to the dealership, but never received a response from the customer regarding towing.  Ultimately, we agreed upon specific repairs, as customer satisfaction is our number one goal.   All of this being said, we feel like we are assisting the customer in the best way possible.  Once parts arrive and the agreed upon repairs are completed, no further action will be taken.   

  Customer response

  11/17/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  I didn’t agree to anything Andrew and Leann both told me if I didn’t sign the paperwork that I couldn’t get any of the down payment money that I have paid and no y’all’s main concern is not about your customers because I bought a 40k truck and y’all knew that it had bad manifold gaskets and knew it had something wrong with the back up sensors because y’all’s mechanic told me he remembered the truck and said because of it needing manifolds! But you’re not going to admit that! And make yourself look like you run a good business when y’all don’t at all! You’re not suppose to force anything on to anyone! I told y’all plenty of times that I couldn’t do the payments yall was wanting and my wife is my proof and if you wanna go further with this then I’ll have a lawyer come for the video proof of the deal when Andrew and Leann both told me if I didn’t take the truck that I couldn’t have my money back! I’ve been trying to reach the general manager and he will not respond or anything 
  Sincerely,
  
  ******* ******

  Business response

  11/18/2022

  Please see the last response. No further action will be taken.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the dealership and paid money down for a car. The next day it rained hard and I noticed there was water leaking around the gas and brake pedals onto my feet while I was driving on my way to work that morning. The next thing I noticed was the seal at the bottom of the windshield you could see it had popped out and you could hear air coming thru like a window was down and their wasn’t a window down which I assume was coming from the windshield. Plus the check engine light had come on. So I called and scheduled an appointment with their mechanics because I had a 30 day warranty thru edd kirby The 3rd day of having the car the mechanic looked at it and said it was missing some sensor part under the bumper is why the check engine light was on and it was on back order but they would order the part and call when it had come in. They also said that there was nothing wrong with the windshield and pushed the seal back in. So then I could still hear air coming out and requested they give me another vehicle which they agreed so after looking at and test driving atleast 5 other cars that also had something wrong with them I requested everything on the vehicle be fixed since I had a 30 day warranty and they sales guy got an attitude then the next thing I know they were emailing me and ended up saying my loan was cancelled and they needed the car back and would not provide me with a denial from the bank and wanted me to leave my car there on 7/30/22 and come back on the following Monday and get my deposit back which I refused to do until I got the deposit. Then the general manger got an attitude and told me if I didn’t return the car (which they couldn’t give me a denial record from the bank) that they would have it repoed and that money taking out of my down payment I have all kinds of messages from them and video of them being rude and hateful about the whole situation mainly bc I requested it to be fixed and it obviously wasn’t possible. Now the car has water damage

  Business response

  08/02/2022

  Mrs. **** came to our business to purchase a vehicle.  We delivered her in a car that was later determined had a few issues.  We diagnosed the problems and ordered the parts to repair the vehicle.  There was no cost to Mrs. **** in doing this.  Mrs. **** understood that the lender involved in the financing needed a current 40 hour pay stub that showed the income that was stated on the credit application.  Mrs. **** could not provide a pay check stub that proved she made what she originally stated on the credit application.  We informed Mrs. **** that if the lender did not receive the pay check stub showing the amount on the credit application we would need to get the vehicle back.  Mrs. **** became angry and refused to return the vehicle.  We informed her that we would send a recovery agent to get the vehicle if she could not return the vehicle.  On Monday August 1st, 2022 we recovered the vehicle and had it inspected.  After it was determined the vehicle was free and clear of any issues we refunded Mrs. **** her down payment and explained that we would do whatever we could to assist in financing her another vehicle with the pay stub that she did provide.   Mrs. **** stated that she just wanted to leave at this point and would let us know in the future.

  Customer response

  08/04/2022

  
  ********** ********
  
  I am rejecting this response because:
  First of all I called the lender and they said my check that was missing 2.77 hours was fine and that wouldn’t make them reject it and wouldn’t be a problem. Which was short from me having to keep going to the dealership to try to get a car that didn’t have anything wrong with it. The lender also told me that the dealership never even sent in my contract to them and that they always have issues out of Edd Kirby for some reason and that they were difficult to deal with. Also the general manager DJ told me that they wanted the car back bc of my google review and fb post I had made about how the dealership was being about the whole car situation. So I assumed that the car cost too much to fix and they didn’t want to deal with it. DJ also told me I could keep the car until Monday and he would get my down payment back to me then. I also spoke to a lawyer and was advised to make a police report because the dealership had illegally repossessed my car and then we would go from there. The sales person Steve and the general manager DJ was very ******* about the situation I assume bc I had gone to the dealership 5 different times trying to find another car that didn’t have an issue which the 6 I had looked at had obvious damage that had tried being covered up or wouldn’t pass inspection. I did end up getting my downpayment back after being threatened about them withholding  some of it even though the whole car situation was their fault in the first place. 
  Sincerely,
  
  ******* ****

  Business response

  08/05/2022

  The hours missing was not the issue.  The year to date on the check stub that she did not tell the lender was why it was rejected.  I do understand the opinion of Mrs. **** however we did not have to refund the payment made at time of purchase.  Mrs. **** signed a standard form that we use for all customers who promise to bring back the needed documents required by the lender in order to fund the loan.  We in good faith refunded the down payment deposit although we did not have to in order to help Mrs. **** in her situation.  We spoke to Arivo the lender who records all phone calls and there are no calls that have Arivo stating they have issues with Edd Kirby Adventure Chevrolet.  
  

  Customer response

  08/08/2022

  
  ********** ********
  
  I am rejecting this response because:
  Arivo did tell us that Edd K**** is difficult to deal with and they didn’t know what the problem was because the check stub was not the issue and they told me the call was recorded and to let edd Kirby know that we had talked to them 2 different times. The issue was Edd Kirby never even sent Arivo the contract or any document that I had provided. 
  Sincerely,
  
  ******* ****

  Customer response

  08/10/2022

  Date Sent: 8/8/2022 8:23:33 PM
  
  ********** ********
  
  I am rejecting this response because:
  Arivo did tell us that Edd Kirby is difficult to deal with and they didn’t know what the problem was because the check stub was not the issue and they told me the call was recorded and to let edd Kirby know that we had talked to them 2 different times. The issue was Edd Kirby never even sent Arivo the contract or any document that I had provided. 
  Sincerely,
  
  ******* ****

  Business response

  08/22/2022

  Her down payment was returned and our vehicle is back in our possession. Based on the documents signed by the customer and proofs provided to us, we went well beyond our legal requirements. Her and her husband's conduct were beyond unprofessional (to the point they were almost asked them to legally leave the premises) and we do not wish to have her as a customer. We have no further business with Mrs. ****. 

  Customer response

  08/28/2022

  
  ********** ********
  
  I am rejecting this response because:

  after they finally gave me my money back DJ said he could give me my money back or he could help find me a car that worked with my loan approval. I in fact took my money back and left. The business is very unprofessional and I should have read their reviews before I ever thought about buying a car from them. 
  
  Sincerely,
  ******* ****

  
  

• Initial Complaint

  01/04/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On January 3, 2022 I went to Edd Kirby looking for a 2022 Outlander. I was greeted by a salesman who told me they didn't have any on the lot, but someone was out in one of the Demo outlanders and maybe we could make a deal.we went inside and the sales person consulted withMeredith(whom I later learned is the general sales manager)that we could try to make a deal on the demo outlander that was not there. I explained to the salesman I would be using outside financing.I was waiting on my wife to show up with my other car I would be having appraised for a trade in.The Salesman asked if they could run my information and check and see if they could get a lower rate and I explained I wouldn't do that because I know my credit unions rate would be lower.We walked back over the Meredith and the salesman said"i asked him if we could run his information to see if we could beat his outside financing"and I said I know they wouldn't be able too and did not want to run my credit. Meredith asked me if I had been there before and I said yes like 2 years ago tried to buy a car here.She asked my name and address and she pulled up my profile. Then started telling me based on my score and how much I owed on my current car they probably wouldn't be able to work anything out.telling me to get approved through my lender, buy the something and let the other car I have go back. The end of the conversation was shortly afterwards thanks and walked out of the door, I checked my phone too see I had a notification about a hard credit I quirky from edd Kirby. I walked back inside and asked Meredith if she pulled my credit and she said "yes I did" I left and decided to call edd Kirby and tell them what happened the lady who answered said she was sorry and transferred me to her general sales manager, who was Meredith. I told Her I needed to speak to someone because she ran my credit without my permission she said she had my permission because my information was in their system... from 2 years ago.

  Business response

  02/15/2022

  Business Response /* (1000, 5, 2022/01/06) */ Please see emailed supporting documents where the customer agreed to the terms and conditions of the application on December 31,2021. Please consider dismissing this complaint, as authorization was given. Business Response /* (1000, 8, 2022/01/06) */ ***Document Attached*** Consumer Response /* (3000, 12, 2022/01/06) */ Also as you can see from the documents the dealer uploaded, I never acknowledged for Meredith to do a hard pull on my credit, on the lot on January 3rd. Again I never signed a credit application for them and have not since 2019. Consumer Response /* (3000, 13, 2022/01/06) */ I never signed any sort of acknowledgment for a credit check rather In person or online, and certainly did not do it on December 31 2021. Considering when I went to the car lot in January 3rd 2022 that was the first time being on the lot or the website (which I was on the website January 2nd to inquire about the inventory) since 2019. Business Response /* (4000, 15, 2022/01/10) */ Please see our first response, All supporting documents emailed, No futher action will be taken

• Initial Complaint

  09/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was approval for a car loan on July the 15. The sale's person and I had drove in a different color car but the car I picked was different but same make. When I went to drive the car off of the lot the check engine light came on, so I called back to the dealer and ask why the check engine light was on and could I bring it back and the sales person told me that he forgot to tell me that the car needed a Cadillac converter. I reply what, so I took the car back down that and that reply to me that they had order the converter and it would be in two weeks, two weeks and turn into a month, so I took the car back to the dealer and told them they could have this car back because I didn't want it. The company with the sales people told me I couldn't return this car because of the cool down law. So I have been calling the Head man of the company every day and they tell me that the cadillac converter will be in soon. I would like for this matter to resolved soon.

  Business response

  09/27/2021

  Business Response /* (1000, 5, 2021/09/16) */ the customers parts have come in from being on back order and has been installed, we even detailed her car and filled the fuel tank up for the inconvenience

*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. ↩