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:04/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  AMS Vans of Tucker GA sold me a Van while not being licensed to sell vehicles in the state of *******. On Friday 4/4/2025 *** received a wire transfer of $67,500 with the understanding that the vehicle would be delivered to the *************** on 4/9 by 10 a.m., our discharge time. On 4/9 at 10 a.m. they show up with a loaner vehicle stating they can not get a tag for our purchased vehicle. We purchased a rear entry vehicle the loaner is a side entry, and due to the width of the chair my child is using to allow weight shifts, she can not gain entry to the loaner vehicle. *** brings a second van to transport us home but leaves us with the original side entry vehicle. Through this 9 hours process it is discovered that they can not obtain a tag because their dealership license in the state of ******* has expired. I spoke to our salesman on 4/10/25 who informed me he has no time frame on when the dealership issue will be resolved or when to expect delivery of the vehicle. When we explained we needed transportation for potential medical emergencies(my daughter has a traych and paralysis from the chest down) and would need *** to provide an adequate rental until ours could be delivered we were told *** does not do that. When we said we need our money back, we were told 7 to 10 business days. Keep in mind these people are not currently licensed to sell vehicles in *******. *** needs to be removed from ever possibly doing business with special needs individuals. They lack the compassion, understanding and dedication to making the right choices required to be in their line of work. I'm not completely sure in this case we are not bordering on the criminal. As I type this, if something happens to my child right now, what should be less than a 5 minute process to transport for medical care would take 30 minutes or more. PLEASE AVOID ***

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my 2023 ***** Odyssey in June 2023, and I have been having many issues with the conversion equipment installed by AMS vans. Around November/December 2024, I contacted ****** with tech support concerning my passenger-side sliding door and the ramp. I always include ***** ******** and ******* ********* from the warranty department.***** set me up with an appointment at the ******, ***, location of the AMS van on December 14, 2024. Upon arriving, I was upset that the location was closed and told that the appointment should never have been made because it was closed on weekends. I have been trying to reach the warranty department via email, work phone, and cell phone since December, but no calls or emails have been returned. I am still having the same issue and now find myself having to let the ramp out manually when sitting in my wheelchair. AMS Vans has already conducted false advertisements stating they conduct 134-point vehicle inspections. I have been dealing with issues since I purchased this van.

• Initial Complaint

  Date:02/19/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 sold my 2020 Chrysler Pacifica (VIN: *****************) to AMS Vans on December 16, 2024.AMS Vans failed to transfer the title within the required 45 days, violating Georgia law (O.C.G.A. 40-3-33).The vehicle is still in my name on Georgia DRIVES, even though someone else registered and insured it on January 14, 2025.AMS Vans falsely claimed they submitted the title to an Ohio titling agency, but the ******** confirmed that no title transfer was ever submitted.Their failure to transfer the title is putting me at legal risk. I could be held responsible for any accidents, traffic violations, or crimes committed by the new owner.

• Initial Complaint

  Date:07/09/2024

  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 2023 Sienna at the end of the year. It has less than 6000 miles at a price of $75000. This vehicle has been sent back to AMS twice for battery and hybrid system malfunction. Just called again today check engine light is on again, it'll be going back for a third time with same issue. Last time van broke down at ******* and ****** from *** said it's hot out and these batteries are cheap and happens all the time. I had to pay for tow because ****** said I didn't purchase the roadside assistance for another $3600. I would not recommend this company due to business practice of taking advantage of the handicap.

  Business Response

  Date: 07/29/2024

  Mr. ********,

  Sorry to hear about the issues regarding your purchase in December. I have a meeting scheduled on Wednesday to go over the issues outlined in your complaint as well an additional details to follow:

  - Sent back to AMS twice for battery and hybrid system malfunction
  - Check engine light is on again
  - Receive the modification hybrid ventilation (01/02/2024)

  Our warranty and service team will provide additional insights to a follow-up to this complaint.

• Initial Complaint

  Date:02/27/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  3 vans were purchased along with warranty of $4,900 per van. The vans were sold and we've been requesting proof of the prorated amount and a refund since August/September of 2023. We've received one check in ******* of 2024 for about $496 and the staff/managers refuse to follow up regarding the explanation of refunded amounts given and owed and the status of the other two refunds that we are awaiting. Very unprofessional.

  Business Response

  Date: 03/18/2024

  Dear ***** and ***********************,
  
  We appreciate you reaching out to us with your concerns regarding the refunds for the *** contracts associated with your three vans. We understand the importance of clear communication and timely resolution of such matters, and we apologize for any inconvenience and frustration you have experienced during this process. Our team has been diligently working to address the issues you've encountered, and we want to provide you with a comprehensive update on the status of your refunds.
  
  Regarding the vehicle with VIN *****************, we are pleased to confirm that the *** cancellation check was issued and sent to you in January 2024. We acknowledge there was a delay due to an incorrect address on file with NAE, and we appreciate your patience as we worked to rectify this issue. For the vehicle with VIN *****************, we understand that both the *** and *************** Contract (VSC) were rejected due to a request from the dealership to return the contract, which unfortunately affects the eligibility for a refund. Lastly, for the vehicle with VIN *****************, we have initiated the cancellation request upon discovering that the contract was not active, as informed by ***.
  
  We recognize that the process has not been as smooth and transparent as it should have been, and for that, we sincerely apologize. Our team is committed to providing you with the detailed explanations you've requested regarding the prorated amounts and the status of your refunds. We are actively working with NAE to expedite the resolution of these matters and will ensure that you are kept informed of the progress. Please rest assured that we are doing everything within our power to resolve this situation to your satisfaction as quickly as possible.
  
  Thank you for your patience and understanding as we work to conclude this matter. Our customer service team remains at your disposal for any further assistance or clarification you may require.
  
  Sincerely,
  
  *****************************
  Customer Service Team
  **********************

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21354465
  
  I am rejecting this response because:
  I was told by *************************** to contact NAE myself to assist AMS Vans with moving this issue further along. I told ***** that it's AMS Vans responsibility, however, I went ahead and made contact with *** who asked me to send information to them and I did. They also said that the dealership was not supposed to have me contact them because that is the dealership's responsibility. I was then told by NAE that the contract cancellation request was only made by the dealership for one vehicle and the *** cancellation was done by the bank every time each vehicle was paid off. They said the service cancellation for each van was for 72 months or ******* miles, whichever came first, but we were lied to by the dealership, who stated 72 months or ******* miles. I was told that the dealership is responsible for making the request and providing the correct information to NAE along with issuing the refund. *** does not give us the refund, the dealership does. 
  
  The refund given for VIN 1FDX2CM4KKA31118 was for the *** insurance cancellation only. I also asked how did or how will the dealership come up with the prorated amount and I have yet to get a response to that question. The dealership is responsible for making the cancellation request to NAE and there is no way that VIN ***************** could have been rejected. We had never asked the dealership to request any cancellations until after the van was paid for and sold in October of 2023. That van was paid off and sold last out of all three vans and it had the least number of miles on it at ****** miles.
  
  Please stand corrected that the reason for the late check issue that we received had nothing to do with having the wrong address because I gave all parties involved the correct address, which was verified and regurgitated to me as ************************* checked his email while on the phone with me. He also lied to me over the phone and said that the check was mailed out on Jan. 2, 2024. The check that we received and the envelope it came in was dated 1/19/24. We will not rest until AMS Vans performs professionally with integrity and give us the refund that we so deserve. We paid between $4,200-$4,400 for the service contracts for each of the three vans and $995 for each *** coverage. In speaking to NAE, VIN ***************** was still active, even after I made the request to AMS Vans to have the warranty cancelled. The only thing that was cancelled on that was the ***, which was done by the bank upon pay off.
  
  I have all the proof needed and I will not take contradiction and false information from Mr. ****************************** who I have never spoken to or dealt with. I have been passed off to enough people such as **** (who did his job), ******, *****, and ****** (who never followed up with me by phone after I left messages and after sending me an email stating that I would hear from him at the end of the day in his initial response), now *****, for a period of 6 months now. I am ready to make this situation a legal matter, if need be, as time is of the essence and the dealership is performing very unprofessionally. I am a straightforward, no-nonsense person who has had it with the back-and-forth charade with AMS Vans. 
  
  Please use the information that was once again, emailed, to Mr. *************************** on March 15, 2024, to issue just the amounts for each van for the cancellation of the service warranty. I have already made contact with the bank who has all of the information as well from when each van was paid off and they have already issued the checks that we did not receive for the ***. We need AMS Vans to do their part and issue the refund amount for the service warranties and since we have gone through all of this dishonesty, we would like an explanation on the prorated amount as well. The bank moved very swiftly in doing their part. I do not see why we are still going through this with AMS Vans.
  
  I was sent a form to sign and after sharing it with legal, I was advised not to sign it. I see why now.
  
  Regards,
  ***** and ***********************
  Tropical Med Transport LLC

  Customer Answer

  Date: 04/24/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  ***** And ***********************

  Business Response

  Date: 06/07/2024

  After further research into the account we have in process a refund of $984.66 for GAP insurance on 2 vehicles with VINs ending in KR636242 and A32368.
  
  Extended warranty coverage expired due to overage of miles when customer sold vehicle.

  Please contact AMS Vans finance department for correct contact and address information.

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

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21354465
  
  We are rejecting this response because the information provided by AMS Vans is false and the amount of the refund is inadequate. We have attached information to be used as evidence to prove the inaccuracies and we want what is just. This process is overdue and should have been rectified a long time ago, which clearly shows the dishonest, unprofessional, and negligent acts of AMS Vans. We would like the correct amount refunded for all three vans and we are definitely not backing down because of all of this back and forth and time-consuming balderdash.

  
  
  Sincerely,
  
  ***** And ***********************

  Business Response

  Date: 07/11/2024

  We are reviewing the complaint item in regard to warranty value and will follow-up with details on Monday, July 15th.

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21354465
  
  I am rejecting this response because we do not wish to close this case until we get our just refunded amount. We will wait to hear from them on the 15th as they said.
  
  Sincerely,
  
  ***** And ***********************

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 21354465
  
  I am rejecting this response because:

  From: ************************** <******************************>
  

   
  Subject: Was my message received?

   

  EXTERNAL EMAIL! Use caution when clicking on links or opening attachments and never provide your User ID or Password.

   

  

  **************************<******************************>
  toBetter

  I do not understand how this case is closed when I sent all of the proof needed and I was set for arbitration that never took place. I was awaiting a date and time. The company said that they would get back to us on Monday, July 15, 2024. I could not respond to accept what I did not know of, so I rejected it, meaning I was awaiting arbitration. I do not see how it is that BBB can take the side of the business (AMS Vans) when I sent all of the documents that show the warranty agreement information. We did not get  a refund as specified. I am not satisfied with this case being closed, especially after I have sent in all documents to prove my case.
  

   

  ***** and ***********************

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

  PO Box 3377

  Frederiksted, VI 00841

   

  
  
  Sincerely,
  
  ***** And ***********************

  Business Response

  Date: 08/08/2024

  Dear ***** and ***********************,
  
  We are responding with a request to resolve this matter by contacting AMS Vans directly with the following:

  Cancellation Request: There are several cancellation requests submitted to you for Gap and Warranty claims; those cancellation forms are required to process the refund.

  We recognize that the process has not been as smooth and transparent as it should have been, and for that, we sincerely apologize. Our team is committed to providing you with the detailed explanations you've requested regarding the prorated amounts and the status of your refunds.

  Please provide any information to ***** and well resubmit the cancellation request you will need to sign in order to process the *** and warranty.
  
  Sincerely,
  
  *****************************
  **************** Team
  **********************

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 21354465
  
  I am rejecting this response because I need more information on who ***** is and how to contact ***** in order to send any correspondence. I am not sure if it is the same ***** who I have sent numerous emails with no satisfactory response. ***** should be contacting me and providing me with the necessary paperwork and proper documentation to get this process moving and resolved. I will not close out this case until I get satisfied and guaranteed actions from AMS Vans. *****'s message sounds quite reassuring, but we have been down this road for more than a year already. It is time to see action and not just talk. Please do what you said in the emailed response here on BBB and feel free to send the paperwork that you need completed by us to ********************** or *************************** due to issues we are having with the ****************************** business email. 
  
  Sincerely,
  
  ***** And ***********************

  Business Response

  Date: 08/26/2024

  Please refer to *************************** at AMS Vans, he has been in correspondence with you in the past. Call our main line to reach finance as well you should have his information from prior email and phone calls.

  Business Response

  Date: 11/14/2024

  We would like to resolve this matter covered in conversation on BBB. ***** will reach out to determine next steps and status.

  Customer Answer

  Date: 12/10/2024

  d.

   

  Good day,

   

  We are still waiting on details from BBB regarding the claim. We have not heard anything from AMS Vans either. We are still pursuing and will continue until we have been satisfied. It is only fair. We are asking for the correct pro-rated amount from the warranty that we paid for and cancelled due to the sale of the vans. I have sent documentation for arbitration/mediation, but that never took place. We were waiting to hear from BBB regarding the status of our claim.

   

  Regards,

  Mr. & Mrs. *****************************

  Business Response

  Date: 02/11/2025

  The General Manager is looking into the details for this complaint, he will be in touch soon. 

• Initial Complaint

  Date:01/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 had a Van purchased for through me by Workers Comp. and they installed a mobility Networks Iclass lift into it. The lift has failed several times, it was repaired one time through warranty and since then Ive been spending the last six months talking to the company trying to get a service. Recently failed again and they would not honor the ****** mile conversion warranty. They told me I needed to purchase a brand new lift, and they would waive labor installs. The issue with this is that I have to drive from *********** ********** to ******* to have this done. There are no local companies that will service my lift even though they told me they would have a local comp able to service it. The reason for them not honoring the warranty so far this is the lift was made by a company that is now out of business. I dont think that should be my problem. Right now I only have ****** miles on my van and 1500 cycles on the lift. They have stopped calling me back and it was a service manager in ******* that offered the repair. Im asking for a replacement lift. I am stuck at home because I cant drive anywhere. Im a quadriplegic, and this is not right that they would not honor their warranty.

  Business Response

  Date: 02/27/2024

  Dear ******************,
  
  We sincerely apologize for the difficulties you have encountered with your mobility lift and the service issues that have followed. AMS Vans is committed to ensuring our customers' satisfaction and mobility needs are met with the utmost care and professionalism. We understand the critical nature of your situation and the importance of having a ***************** solution.
  
  We have reached out with a proposed resolution to address the concerns you've raised. Our team is actively working on coordinating a solution, recognizing the inconvenience and challenge this poses for you. We are exploring options to either find a local service provider who can assist with your lift or provide an alternative solution that aligns with your needs and ensures your mobility is not compromised.
  
  Your experience and mobility are of paramount importance to us, and we are committed to resolving this issue promptly. A member of our team will be in touch with you directly to discuss the details of the proposed solution and next steps.
  Thank you for bringing this to our attention, and we appreciate your patience as we work to rectify this matter.
  
  Sincerely,
  
  *****************************
  Customer Service Team
  **********************

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21186637
  
  I am rejecting this response because:

  While this response is cordial and promising, there are no actions that have been provided to me yet, Nor has the company called or reached out to me personally. Once there are actions provided beyond nice words, then I can feel comfortable enclosing out the case
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/12/2024

  ******************, our service technician in ******* is getting a quote for a new Ricon lift to replace your iClass lift. Please stay tuned for details as we will continue to resolve this issue. Next steps will be to coordinate with a service center close to you.

  Thank you

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21186637
  
  I am rejecting this response because:    Id like to reopen my complaint because the business AMS vans did not do what they said they were going to do as far as replace my left. They said nice words and then stop talking to me and stopped calling me. they have not made an effort other than say they would do things. Ive been kind to them and I would like to see what can be done.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/07/2024

  ******************, we called yesterday on 06/06/24 to follow-up on the replacement. Please confirm you have spoken or will speak to the AMS Vans representative in *******.

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21186637
  
  I am rejecting this response because: I did not receive a phone call, or a voicemail. Please confirm you are using the correct phone number ************
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/01/2024

  ******************, please confirm you have been in contact with **** and we are resolving the issue with ETA of end of July or early August.

  Thank you,

  Customer Answer

  Date: 07/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that if the business actually follows through, it will be satisfactory. I have heard from ****, and he has explained to me that your company will be completely replacing my lift at no cost to me which I am very grateful for.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today ia 11/8/23 For the last 2 months As well as when i first bought the ***, I made complaints because when i received the handicapped *** it was clearly not a good match for me in terms of my safety. I can not walk safely without assistance. The step up into the *** is much too high for me. Despite my attemps to give the *** back they did not return my calls. Then or now. Today i got a text from AMS Empolyee named ****. I need to stay in touch with BBB so I dont get scammed again. Thanks you

  Business Response

  Date: 11/28/2023

  Dear ******,

  Thank you for reaching out and sharing your concerns with us. We're truly sorry to hear about the challenges you've been facing with the van, especially regarding its accessibility and your safety. Your comfort and safety are our top priorities, and we regret that your experience has not met your needs or our standards.

  **** sent a reply message on 11/08/23 with several questions and requesting current images of the vehicle. To better understand and address the issue, could you kindly upload some photos of the van, particularly focusing on the step that you find too high? This will help us assess the situation more accurately and find a suitable solution for you.

  We're committed to resolving this matter promptly and ensuring that the van meets your specific requirements.

  Looking forward to your response and the photos, so we can move forward with a solution that ensures your safety and satisfaction.

  Warm regards,

  *****************************
  Director of Marketing
  AMS Vans LLC

  Next Steps:
  1) Fill in the form with additional information, available as a PDF to enter text. (see attachment)
  2) Upload photos to the following website address: **************************************** (link included in attachment)
  3) Additional support/questions send to - ************************************

• Initial Complaint

  Date:08/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new 2023 ***** EX-L handicap conversion van from AMS vans in late July, 2023. The price of the vehicle exceeded $77,000. The van was supposed to be delivered to my home for a tutorial and inspection between 12 and 4 pm. Instead, AMS delivered late in the evening after dark with damage to the rear bumper. I have ALS (*********************** disease), I breathe mechanically, and purchased the van because I must move a 500 pound motorized, therapeutic wheelchair. Since I received the van, the automatic ramp does not reliably deploy and I am unable to safely get in and out of the van with my chair. Once the issues were known, just days after delivery, I requested a functional, new replacement ***** van. My requests have been made in writing and by phone. AMS has ignored these legitimate requests based on the documented safety issues and the fact that the van is damaged. I have spent hours waiting for repairs in dealerships while traveling outnof town, and was instructed last week and yesterday of my need to drive hours each way through heavy construction zones for yet another repair attempt. I have been stuck in the van in high heat unable to get my chair in and out of the van. AMS has not acted promptly or professionally.

  Business Response

  Date: 08/23/2023

  We are currently attempting to repair damage or replace the vehicle. Unfortunately, the customer is traveling between states.

  We will provide a follow-up on this case in the next few days.

• Initial Complaint

  Date:07/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a van from them back at the beginning of the year and now the battery keeps going dead, it will not shift out of park when we get it started and there is a waterfall that comes out of the top vents every time it rains. My wife started call three weeks ago and I started calling this week 7-13-23. We can get no one to answer the phone and when we leave a voice message no one will call us back. We have two severely sick daughters that have medical appoints that they can not miss. Now they are missing one on 7-14-23 and will miss one next week unless we can get some one to fix this issue. The van has less that **** miles on it and we paid 80k for it. We need some help!

  Business Response

  Date: 08/02/2023

  Dear ******************,

  I hope this email finds you well. I am writing to you on behalf of the AMS Vans team with an update on the complaint you reported about your van. First and foremost, please accept our sincere apologies for the inconvenience and stress this situation has caused for you and your family.Your peace of mind and satisfaction are very important to us, and we are committed to resolving any issues promptly.

  We have worked to address the problems you reported, and I'm pleased to inform you that we have resolved them:

  The roof leak issue was traced to the overhead AC unit drain pan which lacked sufficient sealant around the drain connection. Our partner service center applied the necessary sealant to seal the drain hose to the drain pan.

  The issue with the van not shifting out of park was due to ************* being out of sync, which happened because of the battery dying. ************* system has now been re-flashed, rectifying the issue.
  

  Both service center and Chrysler have checked for a parasitic draw which could potentially drain the battery. They found no such issue. However, they did notice that the doors needed to be closed with some force, or a window needed to be cracked open to alleviate back pressure. This may have been contributing to the previous battery drain.

  Service was completed and a thorough test drive was provided to verify the repairs and to ensure that no other issues are present.

  Once again, we deeply regret any inconvenience these issues have caused you. We highly value your trust in our brand, and our primary objective is to ensure that your vehicle meets the quality and reliability you expect from us.
  
  Please feel free to reach out if you have any further issues or concerns. Your satisfaction is of utmost importance to us, and we are here to serve you in any way we can.

• Initial Complaint

  Date:11/14/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 new ****** Sienna (VIN *****************) with a new conversion in April 2020. The Sienna and the conversion came with a 3yr/36k mile warranty...currently, the van has ****** miles. **** the course of ownership, I discovered the brake pedal was 'soft' - meaning, at times, I would have to press the brake pedal very far to get the van to stop. During a trip to the mountains, it became perfectly clear, the van did not have enough braking power. I took the van to a local ****** dealership who would not work on the van due to the modification to the van and the rear brake line (not the original equipment). I found a different ****** dealer who was willing to work on the vehicle. I informed AMS that I was taking the van for repair. **** informed me they may/may not reimburse since it was not warranted. I and the dealership considered the removal of the original OEM rear brake line and installation of a longer aftermarket brake line (due to modification) was in fact a part of the conversion and therefore falls under warranty. Attempts to contact AMS have failed...email and voice messages. I would like the $358 reimbursement from 10/27/22 appointment where the brake lines were flushed.

  Business Response

  Date: 11/23/2022

  I am sorry to hear that you are having issues with your ****** Sienna.  I see that youve attached your invoice and we will reimburse you for the brake fluid flush.  Please send your current address to ********************************* at your earliest convenience, so that we can send a reimbursement check.

  Customer Answer

  Date: 11/25/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Please send reimbursement check to:

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

  *********, **  29732.
  
  Sincerely,
  
  *******************