ComplaintsforCarfect

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a car from this company 2.26.2024 Ive since had to have work dont on the car several times. Every week theres a new issue with the car

  

  Business response

  06/21/2024

  CARFECT
  Response Date: 06/21/2024
  
  Customer Name: ***********************************
  
  Source:  BBB Serving ******* and **********************;
  ***************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 06/14/2024
  
  Please allow this to serve as our response to the above-referenced complaint.
  The customer is complaining about mechanical issues. The customer purchased her vehicle from ********************** on February 24, 2024. On March 11, 2024, the customer brought her car into our service department for repair. We ordered parts and made the repairs under the warranty and replaced the steering gear. On March 20, 2024,we returned the vehicle to the customer.  The customer then brought the vehicle in on April 16, 2024, and we found that the vehicle needed new struts. We offered to do the strut repair for half-price, but the customer declined. The customer brought the car back for service on June 11, 2024, for the strut repair, we found that the car additionally needed repair of the anti-lock braking system and wheel speed sensor, but the customer declined those repairs. The vehicle was returned to the customer on June 14, 2024.
  Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
  If you have any further questions, please feel free to contact me.
  Thank you,
  
  *************************, CFO

  Customer response

  06/22/2024

   
  Complaint: 21848436
  
  I am rejecting this response because: Day 3 of having the vehicle I reached out via phone to the manager and informed him of my issues I was having. I stated my rear strut was out and I believed there was an issue with the transmission. He stated that he will have the service department reach out to me to set up an appointment. I didn't receive a call on day 7 my power steering went out while I was driving with my children in the car. I reached out to the salesperson that sold me the car and her response was turn the power steering on. I informed her that that it was on and the car was malfunctioning. I went into the actual location the following day to speak with the manager they attempted to put liquid steering fluid in my vehicle in which I informed them my car is electric, so this wasn't needed. I informed him that service had not called me for an appointment they go to check, and he never reached out to them! (calls are recorded so me stating the strut was out can be proven during my warranty time frame). When I brung my vehicle in to have the power steering fixed I asked for a full inspection and noted the noises of the strut amongst everything else with the vehicle. I was told there was no more issues. However, the strut was out the entire time, and this complaint was put in during my initial complaint within my warranty time frame. The power steering has now gone out again I spoke with someone on the phone, and he explained the code however the same lights are popping on this all ties into the power steering. I have been sold an extremely dangerous faulty vehicle and I've complained about all of the issues prior to my warranty expiring! All of this can be verified if they pull the calls from my number to the dealership as well as the service center. Yes, I declined work due to the amount of money you all are requesting. I complained about these issues during my warranty period, and it was dismissed! I can't afford to keep bring a car in for repairs when this repair shop are the ones that repair the vehicles before they are sold! I can't take chances driving a vehicle I may be unable to turn if I'm in a busy intersection. I think it's extremely dangerous to sell someone a call with so many issues me and my children would like to live an not worry getting into this vehicle may be our last ride because the steering wheel locks up!  I have requested a report of the diagnostic test ran on my car from the initial inspection and they are unwilling to provide it! I guarantee all of these issues will be shown on the test ran when I initially dropped the vehicle off for service. As the finance department along with many other agents have informed me all of the calls are recorded so pulling these calls shouldn't be an issues. I can also provide photos with the codes showing the same issue already repaired! 
  
  Sincerely,
  
  ***********************************

  

  Business response

  07/15/2024

  CARFECT
  Response Date: 07/15/2024
  
  Customer Name: ***********************************
  
  Source:  BBB Serving ******* and **********************;
  ***************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 06/14/2024
  Date Additional Comments Received:6/24/2024
  
  Please allow this to serve as our response to the above-referenced complaint.
  The customer is complaining about mechanical issues. The customer purchased her vehicle from ********************** on February 24, 2024. On March 11, 2024, the customer brought her car into our service department for repair. We ordered parts and made the repairs under the warranty and replaced the steering gear. On March 20, 2024,we returned the vehicle to the customer.  The customer then brought the vehicle in on April 16, 2024, and we found that the vehicle needed new struts. We offered to do the strut repair for half-price, but the customer declined. The customer brought the car back for service on June 11, 2024, for the strut repair, we found that the car additionally needed repair of the anti-lock braking system and wheel speed sensor, but the customer declined those repairs. The vehicle was returned to the customer on June 14, 2024. Our service team reached out to the customer and has offered to make the new repairs free of charge.
  Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
  If you have any further questions, please feel free to contact me.
  Thank you,
  
  *************************, CFO

  Customer response

  07/15/2024

   
  Complaint: 21848436
  
  I am rejecting this response because: *********** didnt reach out to me to offer anything at all! They just keep stating im out of warranty however as stated in my previous responses i complained about these issues were complained about within my warranty. Please provide the call or text message when i was offered free service . I was quoted $750 that was the last conversation. This is extremely disheartening that a company would go to the measures of lying. I pay my note on time without hassle even when they have my car for days inspecting & repairing if they'd offer to fix for free i wouldve accepted. My wheel is stiff and im 
  Currently speaking with my doctor due to the ongoing pain due to me having yo struggle to turn the wheel due to the power steering! 
  
  ***********************************

  

  Business response

  07/17/2024

  She has an appointment in the 23rd and we are covering the repairs.

  Customer response

  07/23/2024

   
  Complaint: 21848436
  
  I am rejecting this response because: they are now stating i need a wheel barrel & a wheel speed sensor. They are not fixing the anti lock break as stated in your message above all of a sudden they dont see this as a repair needed! This is becoming extremely draining mentally along with the physical medical issues its starting to cause with having to put in extra work. I informed them of the message and was told they dont know any CFO by this name! 
  
  Sincerely,
  
  ***********************************

  

  Business response

  07/24/2024

  CARFECT
  Response Date: 07/24/2024
  
  Customer Name: ***********************************
  
  Source:  BBB Serving ******* and **********************;
  ***************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 06/14/2024
  Date Additional Comments Received:6/24/2024
  
  Please allow this to serve as our response to the above-referenced complaint.
  The customer is complaining about mechanical issues. The customer purchased her vehicle from ********************** on February 24, 2024. On March 11, 2024, the customer brought her car into our service department for repair. We ordered parts and made the repairs under the warranty and replaced the steering gear. On March 20, 2024,we returned the vehicle to the customer.  The customer then brought the vehicle in on April 16, 2024, and we found that the vehicle needed new struts. We offered to do the strut repair for half-price, but the customer declined. The customer brought the car back for service on June 11, 2024, for the strut repair, we found that the car additionally needed repair of the anti-lock braking system and wheel speed sensor.
  Our service team is currently working on the vehicle. While the *** light was lit,it was explained to the customer that it may be caused by the wheel and wheel speed sensor. Once those parts are fixed, we will check to see if the *** light still comes on and if further repairs are needed.
  Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
  If you have any further questions, please feel free to contact me.
  Thank you,
  
  *************************, CFO

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the car in april. I was introduced to the sales person I sat there for over an hour getting processed. I was there to do trade in my fully paid off car which was a ******************* ****************************************************************************************************************************************** and I'm not satisfied with aNY of the vehicles. So they pull the red ***** trax out and I saw it and I was like I want that car. I test drive it it rode smooth. A week goes by my engine is scrapping Like there was no oil in it well. I put 4 qt of oil in it and it disappeared within an hour so I noticed as well. There was no windshield wiper fluid that it was leaking out as well. Then my fan wasn't working in the Turbo. So I called to make an appointment. I missed the first appointment. Because I I had no ride to go to work from there while I dropped my car off. I'm a single mom. I barely have a help as it is? The second appointment my son had a nocturnal seizure in his sleep. I was supposed to come and bring my car. I called them to reschedule the third time. I brought my car up there. They fixed the problem a week and a 1/2 ago from 2. Day my car starts acting up. The engine is Scraping again. There's water leaking from the underneath. When I'm driving I can't accelerate it slows down.It feels like it's stalling when I was driving today.My car did a crack noise and all of a sudden.Smoke coming out of my hood and smells like a very bad Eggs smell. I call the dealership and tell them. My car is not safe to drive on the road. They offered a tow truck. I needed to go get my kids. So I told them to meet the tow truck at my house. I come home, I called them. The man is telling me to make a service appointment over the phone. Now the next service appointment is June 18th, at 9 am in the morn i did what he asked, why didn't they come get? My car is what I'm asking and this car is not safe to drive on the streets The transmission and engine is failing

  

  Business response

  06/21/2024

  CARFECT
  Response Date: 06/21/2024
  
  Customer Name: ***********************
  
  Source:  BBB Serving ******* and **********************;
  ***************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 06/13/2024
  
  Please allow this to serve as our response to the above-referenced complaint.
  The customer is complaining about mechanical issues. The customer purchased her vehicle from ********************** on April 15, 2024. On May 13, 2024, the customer brought her car into our service department for repair. We made repairs to the washer hose,the oil fittings, and the air duct. The vehicle was returned to the customer the same day. One June 14, 2024, the customer called in to our service department and set up a service department appointment. We agreed to cover the repairs under her previous warranty, and we ordered the parts needed for the repairs.The customer now has a service department appointment for June 28, 2024.
  Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
  If you have any further questions, please feel free to contact me.
  Thank you,
  
  *************************, CFO

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On may third 2024 I went to Carfect Auto and put a $4000 down payment for a 2014 **** escape may 4th I returned the car because before I can get home it start making loud noises since then the sent me to get the repair and I sat 8 hours and vehicle was not fixed I have asked for another vehicle or my money havent received my money or another vehicle which they charged me 23,000for a vehicle that dont run Thank You for you time

  Customer response

  05/29/2024

  
  You don't often get email from ************************* Learn why this is important
  On may 3rd 2024 I went to Carfect at ********************** in ****** il I put $4000 down payment for a 2014 **** Escape may 4th I returned the vehicle because it started making loud noises I ask them to return my money or another vehicle they sent me on may 15th to theyre repair shop I sat for almost 9 hours still didnt fix the problem now they want me to come back on may 30th I stated I just want my money back or another vehicle I have still havent gotten neither Im disabled and I dont even drive the vehicle and they want me to pay a $571 car note Im so frustrated and i have health issues and this situation is not helping Thank you for the time to help me solve this issue 

  

  Business response

  06/12/2024

  CARFECT
  Response Date: 06/12/2024
  
  Customer Name: *************************
  
  Source:  BBB Serving ******* and **********************;
  ***************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 05/29/2024
  
  Please allow this to serve as our response to the above-referenced complaint.
  The customer is complaining about mechanical issues. The customer purchased her vehicle from ********************** on May 3, 2024. On May 15, 2024, the customer brought the car into our ****************** saying that there was a noise when she drives he car. We diagnosed the vehicle and found that it needed two front struts and two rear trailing arms. Our department did not find any issue with a rattle noise or the vehicle having issues accelerating. We ordered the necessary parts and on May 21, 2024, returned the vehicle to the customer. The customer informed us that she was still hearing the suspension noise after the repair and we sent another appointment for her on May 30, 2024. On May 30, 2024, the customer called our service department to say that she would not be bringing the car in for inspection because she did not want the car and had been advised not to bring the vehicle in for repair.
  Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
  If you have any further questions, please feel free to contact me.
  Thank you,
  
  *************************, CFO

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After vehicle purchase transmission has issues within first warranty. Vehicle sent for repair and business rebuilds transmission. Transmission issues within another 6 months of second warranty and another rebuild attempt of transmission. Problem has still continued and internal leaking of transmission was found by a more trusted mechanic in *********** **. I sent vehicle a third time and no true inspection was done and was told the car is fine by service manager of Carfect. I do not understand why with a warranty and multiple attempts was the transmission not replaced. After second rebuild attempt they said no more warranties would be extended which to me feels like they can not fix the problem and no longer want to be liable. I am seriously disappointed and feel taken advantage of by this business. Down payment of 3500$

  

  Business response

  06/05/2024

  CARFECT
  Response Date: 06/05/2024
  
  Customer Name: *****************************
  
  Source:  BBB Serving ******* and **********************;
  ***************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 05/18/2024
  
  Please allow this to serve as our response to the above-referenced complaint.
  The customer is complaining about mechanical issues. The customer purchased her vehicle from ********************** on February 21,2023. On March 22, 2023, the customer called into our service department in ****** and reported that the car would shudder and jerk when going ***** miles per hour. We suggested that she take it to our ********* location for diagnostics, but no appointment was made. On April 4, 2023, the customer called in to let us know the car was at a **** dealer in ***********. We towed the car to our Milwaukee shop for inspection. We sent the car to a transmission specialty shop and on May 5, 2023, let the customer know that the vehicle was ready for pickup. The customer was given a ******* or ***** mile warranty.
  On January 8, 2024, the customer called in and claimed she was having transmission issues. Her vehicle was towed into our ***************** station on January 10,2024. We sent the car to a transmission shop which replaced the torque converter.Although the warranty had already expired, the transmission shop agreed to this additional repair under that warranty but would not give a warranty on the new repair.
  On May 14, 2024, the vehicle was brought into our ************** center. The customer stated that she was having transmission issues, but our technicians were unable to duplicate the problem and the vehicle was returned to the customer.
  Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
  If you have any further questions, please feel free to contact me.
  Thank you,
  
  *************************, CFO

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid them ***** down even with good credit on a 2016 Jeep Cherokee now granted that all used cars will eventually have issues & have wear and tear. I asked them was everything taken care of on the car and up to par with maintenance they swore everything was taking care of. *** I got the car last month in March a couple days later the transmission light is on, I called to tell them they set up a service appointment but as I mentioned to the lady I work a lot so there would be no way Id can leave the vehicle unless they give me a loaner vehicle so I missed the service appointment. Why would I need to leave the car then spend money on Ubers and still turn around and have to pay them $270 every two weeks. So boom next time I call they tell me Im passed 30 day warranty and that I have to pay $80 for them to diagnose the problem I said why would I pay $80 for a diagnostic when they gave me the car this way in so many ways they have told me f*** ******* hard working spent money. So boom I go elsewhere to get a diagnosis and they told me a code of P0420 keeps popping up they basically told me I need two catalytic converters and I would be looking at $1100 for two so now Im definitely ****** because this explains why they car ************ while Im driving the other day I also noticed it was leaking some fluid, ok so I call them again tell them the issue & basically again they said s**** me and there isnt anything they can do for me, what a joke.

  Customer response

  04/18/2024

  I called them on 3/4 bought the car 2/29 letting them know the car transmission light was on. Also in the photo this is the carfax they gave me when I purchase however I dont know how updated that might be. It looks like the car has been in an accident as well as lien on it.

  

  Business response

  04/24/2024

  CARFECT
  Response Date: 04/24/2024
  
  Customer Name: ***********************
  
  Source:  BBB Serving ******* and **********************;
  ***************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 04/18/2024
  
  Please allow this to serve as our response to the above-referenced complaint.
  The customer is complaining about mechanical issues. The customer purchased her vehicle from ********************** on February 29, 2024. On March 4, 2024, the customer reported mechanical issues with the vehicle and set a service appointment for March 12, 2024. The customer did not show up for the service appointment. The customer called our service department on April 4, 2024, and made another appointment for April 16th. Once again, the customer did not show up for the scheduled appointment.
  Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
  If you have any further questions, please feel free to contact me.
  Thank you,
  
  *************************, CFO

  Customer response

  04/24/2024

   
  Complaint: 21592549
  
  I am rejecting this response because:I am rejecting this response because: The car is inoperable it is smoking, the transmission has failed & now I am stuck paying a $500 note on a vehicle I cannot operate.
  I was told I had to pay $80 for them to inspect the car but they told me all cars go through inspection before before selling so why would I need to pay for a car they claim was inspected lol a joke. They are liars and preying on low income people. They will be getting served and l'll see them in court I have been calling for two months  trying to reason with them and they all have said their isn't anything they can do, they are predator lenders and I'm highly unsatisfied with their business. Service won't even give me an estimate on 
  on repairs saying they can't over the phone. This is causing me stress and I will be seeing them in court I did not have $2,000 to waste on a vehicle that I can't drive and they are still expecting a payment, if you look at the photos these are the photos I took when when the transmission light came on and what it says . They are a consumer blaming a customer on how they sold this vehicle to me. They aren't or haven't been sympathetic at all about this. No one has tried to help me or offer any solutions. And now I am back walking and spending money on Ubers whilst paying them 
  $500 a month on a car I can't drive. I'm furious and I wish I took my business elsewhere.
  If BBB were to look at some of there customer reviews they would see I am not the only one whose experience this pain, stress, mental health strain with them. I am drained trying to get my point across on how they sold me the vehicle. Also they haven't given any paperwork on when the car was last maintenance I haven't saw any paperwork on the inspection they claim they did prior to selling, which l asked for, now I have to choose between getting the car fixed or spending thousands more or repair or loosing the car for non payment and have a repossession on my name/credit. I would like my money back or the vehicle fixed..But I digress I'll see them in court

  

  Business response

  05/03/2024

  CARFECT
  Response Date: 05/03/2024
  
  Customer Name: ***********************
  
  Source:  BBB Serving ******* and **********************;
  ***************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 04/18/2024
  Date Rejection Received:04/25/2024
  
  Please allow this to serve as our response to the above-referenced rejection.
  The customer is complaining about mechanical issues. The customer purchased her vehicle from ********************** on February 29, 2024. On March 4, 2024, the customer reported mechanical issues with the vehicle and set a service appointment for March 12, 2024. The customer did not show up for the service appointment. The customer called our service department on April 4, 2024, and made another appointment for April 16th. Once again, the customer did not show up for the scheduled appointment. While we would like to assist the customer, and are happy to waive the $75 inspection fee, we need to be able to inspect the car to determine what we can do to assist. I have asked my service manager to contact the customer to see if we can set up an appointment.
  Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
  If you have any further questions, please feel free to contact me.
  Thank you,
  
  *************************, CFO

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 26,2023 I purchased a car which I still finance , I paid 1200 down payment for the car and pay 664 a month for a used car it has almost ****** miles on it I took it to a mechanic because it start making weird noises and cutting off in the middle of the street . I contacted the manager he hung up in my face. I just want to exchange the car and get a car that I can rightfully pay I HAVE a KIA **** 2016 vin number ***************** . This is my first car purchase I just want help with either them fixing it or a different car

  

  Business response

  04/16/2024

  CARFECT
  Response Date: 04/16/2024
  
  Customer Name: ***************************
  
  Source:  BBB Serving ******* and Northern ******** 
  **********************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 04/12/2024
  
  Please allow this to serve as our response to the above-referenced complaint.
  The customer is complaining about mechanical issues. The customer purchased a vehicle from ********************** on February 5, 2024. We do not have any record of the customer calling **********************. The loan was transferred to **************** **** on October 24, 2023. On March 27, 2024, the customer called in to *************** and complained of mechanical issues. The call was terminated when the customer started using abusive language. The car is no longer under warranty, but the customer can go to our website at ****************************** and use the service tab if she would like to schedule an inspection.
  Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
  If you have any further questions, please feel free to contact me.
  Thank you,
  
  *************************, CFO

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called back in December to see if I could get approved and I did. I live an hour and half away so sometime in early February I called again to make sure that i was still approved and I still was. on February 17 2024 I went to Carfect ( ********* **.) I got there the car I was suppose to be approved for they said I couldn't get so they tried to put me different cars but by me having a big family I needed something with 3 rows so they said a van I told them no because it looked like it has been sitting for a long time they said a dodge journey 2017 so I took it for a test drive I noticed that it needed a wheel alignment. I told the lady she said that she can set up an appointment me for me when we got back. so when I went home I let the car sit for 2 weeks the day before my appointment i noticed that the car needed struts every time i went over a bump i could hear it i called them and let them know they said okay bring it in tomorrow and well look at everything. i dropped the car off they looked at it they said it needed 2 engine mounts they fixed it but didnt fix my other problem i tried to give the car back they told me no i dont want to deal with them i just want my money back they said that they cant do that that they will have to put it as a repossession on my credit they are offering to fix but I dont want to deal with them I told them they can give me a new car or my money back they said they cant do either thats why im here now

  

  Business response

  04/16/2024

  CARFECT
  Response Date: 04/16/2024
  
  Customer Name: *******************************
  
  Source:  BBB Serving ******* and Northern ******** 
  **********************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 04/05/2024
  
  Please allow this to serve as ourresponse to the above-referenced complaint.
  The customer is complaining about mechanical issues. The customer experienced mechanical issues with a car purchased from Carfect. In march we some repairs under the warranty and had the tires aligned free of charge. The customer is still concerned that the struts need to be replaced. When the customer called our service center our service manager directed the customer to our online system to book an appointment which the customer has declined to do.
  Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
  If you have any further questions, please feel free to contact me.
  Thank you,
  
  *************************, CFO

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around 1/10/24 I purchased a Chrysler 200 (2015). We paid a $2000 down payment for this vehicle . A couple days after I called and advised the vehicle was jerking and shaking and stalling . I was later advised that I had to bring the vehicle into service . After explaining the is*** numerous of times to the repair department they kept my car and did not resolve the is***s . They later advised that is was only motor mount that needed to be replaced . After taking the car to two different repair places . I was told that there is an is*** with the car and that I needed to take the car back . I have serious safety concerns as the car is turning off at any given moment . I have requested since day 3 of having this car that they return either my money or give me a new car and they have refused . They kept my car in repair until the 30 day warranty expired and they are refusing to give me another car . This car has caused me and my kids emotion distress because there are times I cant drop them off or go to work . I have been continuing to pay a car note on a car that has serious safety concerns . I dont feel safe in this car and I would like them to either give me a new car or refund my down payment back . I spoke to the manager at the ************* as well as the finance office and explained the is*** they advised since it is out of warranty period I would be responsible for any car repairs . I feel this is unfair for me to just have paid $2500 for a reliable car and then for it to not be reliable and not have the dealership resolve the problem . This car was given to me with transmission is***s . I was told by their repair department that it is normal for the car to jerk which was a complete lie. This company completely used that fact that I was a women and in desperate need of a car as an opportunity to sell me a complete lemon . If they dont resolve the is*** to give me another car or refund my money I will be looking to *** them

  Customer response

  04/09/2024

  Aurora location 

   

  new name is Carfect but was known as Auto Warehouse 

  

  Business response

  04/22/2024

  CARFECT
  Response Date: 04/22/2024
  
  Customer Name: *********************************
  
  Source:  BBB Serving ******* and **********************;
  ***************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 04/09/2024
  
  Please allow this to serve as our response to the above-referenced complaint.
  The customer is complaining about mechanical issues. The customer purchased a vehicle from ********************** on January 8, 2024. The customer brought the car in for mechanical issues and the car was repaired and returned to her on January 30,2024. I have asked my ************** manager to reach out to the customer to schedule an appointment and see whether we are able to do a good will repair for the customer.
  Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
  If you have any further questions, please feel free to contact me.
  Thank you,
  
  *************************, CFO

  Customer response

  04/23/2024

   
  Complaint: 21532083
  
  I am rejecting this response because:
  The car has more than mechanical issues . Coming from someone who has not seen my car , I was advised frontier different dealership with one being Chrysler that the car has transmission problems . Before I picked up my car from being repaired by Carfect so they say . They advised me they did not know what was wrong with the car . They advised the jerking was normal and they advised the noise in the hood was normal as well . This company has completely sold me a lemon and I dont think its right for me to be inconvenienced again by having my car sit in repair for days when Ive paid $2500 for what I thought should have been a reliable car . I would like a replacement car or my deposit given back and you can take this car back 
  Sincerely,
  
  *********************************

  

  Business response

  05/03/2024

  CARFECT
  Response Date: 05/03/2024
  
  Customer Name: *********************************
  
  Source:  BBB Serving ******* and **********************;
  ***************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 04/09/2024
  Date Reply Received: 04/23/2024
  
  Please allow this to serve as our response to the above-referenced complaint.

  The customer is complaining about mechanical issues. The customer purchased a vehicle from ********************** on January 8, 2024. The customer brought the car in for mechanical issues and the car was repaired and returned to her on January 30,2024. Our service department reached out to the customer on April 23, 2024, and she stated that she would likely make an appointment for that Friday. I do not see in the notes that she brought the car in. While we would like to help her,without diagnosing the car, we are not able to assist.
  Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
  If you have any further questions, please feel free to contact me.
  Thank you,
  
  *************************, CFO

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a car from this dealership within 2 months of having the vehicle the engine goes completely out. Car dealership keeps calling me to make a payment on a disabled car and are threatening me with repossession. I paid ***** for this vehicle not only to be without it but for them to tell me theres nothing they can do when they sold me a terrible vehicle.

  

  Business response

  04/16/2024

  CARFECT
  Response Date: 04/16/2024
  
  Customer Name: ***************************
  
  Source:  BBB Serving ******* and **********************;
  ***************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 04/01/2024
  
  Please allow this to serve as our response to the above-referenced complaint.
  The customer is complaining about mechanical issues. The customer purchased a vehicle from ********************** on February 5, 2024. On March 29, 2024, the customer called in to our service center saying that the engine was cracked, and the car would not start. We asked to have the car towed in so that we could inspect it but have not heard from the customer again.
  Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
  If you have any further questions, please feel free to contact me.
  Thank you,
  
  *************************, CFO

  Customer response

  04/22/2024

   
  Complaint: 21514099
  
  I am rejecting this response because:
  That is a complete lie. I purchased my car in January so you may have me confused with another customer. The entire store knows the situation with my car, someone answered the phone at your place of business with a hostile attitude telling me to do whatever with the vehicle because at the end of the day its on me. Those were his exact words. You guys also told me that you would only inspect my vehicle in which I would still have to pay out of pocket for repairs in which im not paying for an engine. I would have had no problem returning the car for a trade in of the same value or my down payment back but instead in threatened with repossession on a disabled car. The car is not in my worries anymore. 
  Sincerely, ***************************
  
  ***************************

  

  Business response

  05/03/2024

  CARFECT
  Response Date: 05/03/2024
  
  Customer Name: ***************************
  
  Source:  BBB Serving ******* and **********************;
  ***************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 04/01/2024
  Date Rejection Received:05/02/2024
  
  Please allow this to serve as our response to the above-referenced rejection.
  The customer is complaining about mechanical issues. The customer purchased a vehicle from ********************** on February 5, 2024. On March 29, 2024, the customer called in to our service center saying that the engine was cracked, and the car would not start. We asked to have the car towed in so that we could inspect it but have not heard from the customer again. Unfortunately, without being able to inspect the vehicle, we were unable to assist this customer.
  Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
  If you have any further questions, please feel free to contact me.
  Thank you,
  
  *************************, CFO

• Initial Complaint

  03/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought one car from them transmission light came on so they had to swap me drove it for a day and car wouldn't alcerate

  

  Business response

  03/27/2024

  CARFECT
  Response Date: 3/27/2024
  
  Customer Name: *****************************
  
  Source:  BBB Serving ******* and Northern ******** 
  **********************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 3/11/2024
  
  Please allow this to serve as our response to the above-referenced complaint.

  
  The customer is complaining about mechanical issues. The customer experienced mechanical issues with a car purchased from Carfect. We swapped her into another vehicle which unfortunately also had mechanical issues. We have now voided that deal and are returning the money paid to the customer.

  
  Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
  

  If you have any further questions, please feel free to contact me.
  

  Thank you,
  
  *************************, CFO

*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. ↩