ComplaintsforCarfect

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought a car from Carfect January 10. Not even 30 minutes after leaving the lot I had to text my sales rep representative and tell him there were problems with the transmission. I took the car to the repair shop provided and reported that I was having problems with the transmission and driving and on the right side there appear to be something wrong underneath the car when I turned it made a lot of scraping and buckling Sounds like something was loose or broken. they called me to pick up the car and told me there was nothing wrong with my car. I told them they should do a test drive with me in it so we could understand the issue. They never actually checked my car otherwise they would know exactly what is wrong. I did a test drive with one of their employees and they immediately and felt the problem as we drove off. They also heard the problem under the right side and told me it was snow because there was snow outside. I was told to schedule another appointment to drop the car off which was supposed to be that Friday. I was not able to drive the car again. It would not start. I called and let them know that the car would not start. Saturday, February 4 the car started again. Sunday, February 5 I gave it a test drive. The cars defects were malfunctioning as I was driving it. the same defects that I told the shop and sales representative about. I called the repair shop February 5 Monday and asked could I drop the car off then? They told me the car would be fixed free of cost due to the issues that were already addressed. They told me it would be five days before they actually look at my car. As you know five days my 30 day warranty would be up. They explained that if the car is already there before the warranty is up, it will still be fixed free of charge. I have had problems with this car as soon as I drove off of the lot and I have been trying to get it fixed. They refused to fix it now. I would like a refund or repair. If neither there will be a lawsuit.

  

  Business response

  02/26/2024

  CARFECT
  
  Response Date: 2/26/2024
  
  Customer Name: *******************
  
  Source:  BBB Serving ******* and Northern ******** 
  **********************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 2/13/24
  
  Stock # *****, 2014,JEEP, Cherokee, VIN # *****************
  Origination Date: 1/10/2024
  
  Please allow this to serve as our response to the above-referenced complaint.

  
  The customer is complaining about mechanical issues with a vehicle purchased from Leons Auto Sales, ***** d/b/a Carfect. This loan transferred to **************** **** on January 30,2024.
  

  On January 17, 2024, the customer dropped the car off with our service department for inspection. We ran diagnostics on the car and were unable to find an issue.******** made an appointment to bring the car back on January 26, 2024, for more diagnostic work. The customer brought the car back on February 6, 2024,for diagnostic and for additional repairs needed because the front tire popped and damaged the vehicle. We diagnosed the problem with the vehicle and let the customer know that it needs a new transmission. We are working on the car and hope to get it back to her soon. The transmission is covered by the warranty,and we agree to make the repairs associated with the popped tire free of charge as well.
  

  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

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle on August 25, 2023 and the company isnt helping with no issues , I paid a high down payment and the car clunks out every 6 days , the manger gives me the run around as well as the service center I have put in a new engine and vehicle doesnt work at all . I cant trade vehicle in at all . The manger doesnt provide any answers , the screen calls

  

  Business response

  02/26/2024

  Response Date: 2/26/2023
  
  RE: ***********************************
  
  Source:  BBB Serving ******* and Northern ******** 
  **********************************************************************************************
  
  Complaint ID: ********
  Date Complaint Received: 2/25/24
  
  Please allow this to serve as our response to the above-referenced complaint.

  
  The customer is complaining about mechanical issues with the vehicle. The customer purchased the vehicle from ********************** on August 25, 2023. The customer was having issues with the car in that the check engine light was on and the car was overheating.We made several repairs to the car, but the problem persists. We are reaching out to the customer to see if we can get her into a different vehicle.
  

  Although we are sympathetic, the customer is being treated in accordance with her contract with the company and company policy. She 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

  02/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On December 26,2023, I initiated an auto loan application process with Carfect, facilitated by Carfect/*************** **********************************************************, aiming to secure financing for a vehicle purchase. Despite presenting all required documentation and adhering to the application protocols, I encountered several issues that I believe constitute violations of my consumer rights.Timeline and Actions Taken:December 26, 2023: I visited Carfect's ********* location, ********************************************************* to apply for an auto loan. On this date, I was informed that a down payment was a mandatory condition for loan approval, despite my clear indication of financial constraints. This demand was not only unexpected but also lacked justification in the context of consumer credit regulations.January 24, 2024: Upon my return to the dealership to finalize the application, the same down payment requirement for $ ***** was reiterated, effectively denying me access to credit. Despite my efforts to comply with the application process and clarify the situation, I was met with inflexible demands that led to an unjust denial of my loan application.Concerns and Violations Identified:Misrepresentation of Finance Charges: The insistence on a non-negotiable down payment misrepresented the nature of finance charges, contravening the stipulations outlined in 12 CFR ******, 15 USC 1605, which clearly states that finance charges in consumer credit transactions should not include charges payable in a comparable cash transaction.Discriminatory Treatment and Unlawful Barrier to Credit Access: This practice not only imposed an unfair financial burden but also constituted discriminatory treatment, violating the principles of the Equal Credit Opportunity Act, particularly as highlighted in 15 USC 1691(3) and 12 CFR 1002., including 12 CFR 1002.16.Provision of False Information and Noncompliance: Carfect's personnel, by mandating a down payment and providing misleading information regarding its necessity, engaged in actions that align with the willful provision of false information, a clear transgression under 15 U.S. Code 1611.Breach of Privacy Rights: Additionally, the loan application process lacked a clear, conspicuous opt-out mechanism for personal information disclosure, infringing upon my privacy rights under 15 USC 6802(b), 6803.Actions Taken by Me:In response to these issues, I have drafted a formal notice outlining the violations encountered and demanded immediate corrective measures, including a transparent reassessment of my loan application under equitable and lawful terms. A letter has been sent to Carfect (3632 ****************, *******, ** *****, ******************* with copies forwarded to relevant oversight bodies, including the ***** DATCP,FTP.The series of events and the company's actions have not only led to an unjust denial of credit but also raised serious concerns regarding compliance with consumer credit laws and regulations. I seek the intervention of the BBB to address these violations and ensure that my consumer rights are upheld.

  

  Business response

  02/23/2024

  Response Date: 2/23/2023
  
  RE: *******************
  
  Source:  BBB Serving ******* and Northern ******** 
  **********************************************************************************************
  
  Complaint ID: ********
  Date Complaint Received: 2/18/24
  
  Please allow this to serve as our response to the above-referenced complaint.

  
  ************* is complaining that a down payment was required in order for Carfect to approve him for an auto loan and that he did not receive a Privacy Rights notice when he submitted an application. ************** cites Federal Law that prohibits loan furnishers from charging interest on cash down payments. While the internet is **** with people attempting to twist the language of that law to say that it is illegal to require a down payment, that is simply not the case. We know of no local, state, or federal law that prohibits loan furnishers from requiring a down payment. Further, ************** is not a customer of our company and simply filled out a credit application. We do not disseminate any information from credit reports and do not store that information and so do not believe that we are required to furnish a privacy notice.
  

  Although we are sympathetic, ************** is being treated in accordance with company policy. He has been afforded the same opportunities as any similarly situated individuals. 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

  03/04/2024

   
  Complaint: 21241307
  
  I am rejecting this response because:
  
  Dear ********************,
  
  I appreciate your prompt response to my initial complaint. However, I must express my concern regarding the lack of legal substantiation in your claims, particularly the assertion that there are no federal, state, or municipal laws prohibiting loan furnishers from requiring down payments.
  
  Your letter states, "We know of no local, state, or federal law that prohibits loan furnishers from requiring a down payment." This assertion, however, overlooks critical aspects of consumer protection law that, while not explicitly prohibiting down payments, impose stringent requirements on transparency, fairness, and nondiscrimination in credit transactions, effectively regulating such practices:
  
  Truth in Lending Act (TILA) and Regulation Z: TILA, codified at 15 U.S.C. 1601 et seq., and its implementing regulation, Regulation Z (12 CFR Part 1026), require clear disclosure of credit terms and prohibit misleading practices. TILA ensures consumers are not misled about the terms of their credit, including any down payment requirements. 
  
  Equal Credit Opportunity Act (ECOA) and ***************** ***** 15 U.S.C. 1691 et seq., and Regulation B (12 CFR Part 1002) prohibit discrimination in any aspect of a credit transaction. Requiring a down payment without a transparent, consistent policy could potentially lead to discriminatory practices, particularly if applied inconsistally or without clear justification, violating ECOA principles.
  
  Fair Credit Reporting Act (FCRA): The ***** particularly Sections 615(a) and 616 (15 U.S.C. 1681m(a), 1681n), mandates specific disclosures upon adverse action based on a credit report. If a down payment requirement leads to adverse action without proper disclosure, it could contravene FCRA requirements.
  
  Your response did not provide specific legal citations that affirm Carfect's right to mandate down payments under these or any other laws. The absence of such references, combined with the potential conflict of your practices with the aforementioned statutes, underscores the necessity for a more detailed legal justification from Carfect.
  
  Given the gravity of these concerns, I urge Carfect to re-examine its stance and provide a comprehensive legal rationale by providing any federal law that justifies its policies, especially regarding down payments, that aligns with federal consumer protection laws. An unsubstantiated assertion does not suffice in matters where consumer rights are potentially at stake. 
  
  I look forward to a response that addresses these points with the requisite legal detail and consideration.
  
  Sincerely,
  
  **********************
  Attorney-in-fact for ********************* *****

  

  Business response

  03/18/2024

  
  
  
  Response Date: 3/18/2024
  
  RE: *******************
  
  Source:  BBB Serving ******* and Northern ******** 
  **********************************************************************************************
  
  Complaint ID: ********
  Date Complaint Received: 2/18/24
  
  Please allow this to serve as ourresponse to Mr. ****** rejection.

  
  ************* is complaining that a down payment was required in order for Carfect to approve him for an auto loan and that he did not receive a Privacy Rights notice when he submitted an application. ************** cites Federal Law that prohibits loan furnishers from charging interest on cash down payments. We reviewed the laws cited by ************** and do not agree that any of our conduct runs afoul of those laws. We do not need to cite any additional laws or cases as the citations ************** provided show that we are in compliance with Federal Law.

  
  Although we are sympathetic, ************** is being treated in accordance with company policy. He has been afforded the same opportunities as any similarly situated individuals. 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

  01/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a vehicle on December ,8 2023 from carfect I got a approved autoloan of $15482 I put down $2000 on the car now on coming back the 2 time ( they ask wat would I like the payment to be I said under 300 a month and under a 100 thousand miles for the car now they gave us the under 300 but the car was at ******* miles on it but it was a nice car so I agreed now its a 2013 ******* mkx) Now I have sign the paperwork work and they have accepted my money now carfect said hey we are going to set your payment at 268 for 47 months so they said the first payment will be December 30 2023 and so ever month after that on the 30 and if not the 30 the 27 of every month for 47 months so I agreed ok so now me and my fiance driver away with our new vehicle ( which came with plates on it all ready) so we are off so here come January 8, **** and I get a call from carfect finance saying hey u miss a payment ( Reminder u I had all ready drop $2000 down and made a payment at the end of December of 268 ) so now Im like no we agreed for 268 every month like we agreed no they tell me it was for every two weeks for 47 months Im like no let me get my paperwork and see so I did that and look and theres was no agreement that we had that said every two weeks so they me I do have the paperwork and Im like no I didnt so they tell me that the paperwork must have been mix up that Im late and they were going to cut the car off if I didnt make a payment so Im like no we didnt agreed to that so I tell them Im not paying every two weeks and I didnt agree to that now since I sign the paperwork I have to pay. so my fianc was at work and when he was getting off work hes goes to start the car and it wouldnt start so now the car been sitting at my fiancs job and since last week Tuesday January 23 **** so now I have no car and we have to share one car again and I work early in the morning and now I cant get to work because of this now my credit is going to be messed up help me

  

  Business response

  02/12/2024

  CARFECT
  Response Date: 2/12/2024
  
  Customer Name: *******************************
  
  Source:  BBB Serving ******* and Northern ******** 
  **********************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 1/30/24
  
  Stock # *****, 2013,LINCOLN, MKX, VIN # *****************
  
  Origination Date: 12/8/2023
  
  Please allow this to serve as our response to the above-referenced complaint.

  
  The customer is complaining that they are being asked to make payments every two weeks when her contract specified that the payment would be once a month. I have reviewed her Retal Installment Contract (***) and it specifies that payments are due every two weeks. I am sending a copy of the *** to the customer for their review.
  

  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

  12/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I starting leasing a car with carfect and my car got repossessed because of a 3 day late payment which put me behide so I had to start saving to get the car back I called to pay for the repossessing so I can get my car back and they told me my car is up for auction action auction after I gave then **** I will be taking legal action PLEASE DONT DO BUSINESS WITH THEM TGEY ARE SCAMMERS

  

  Business response

  01/03/2024

  CARFECT
  Response Date: 1/3/2024
  
  Customer Name: *************************
  
  Source:  BBB Serving ******* and Northern ******** 
  **********************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 1/1/24
  
  Stock # *****, 2013,JEEP, Grand Cherokee, VIN # *****************
  
  Origination Date: 10/18/2023
  
  Please allow this to serve as our response to the above-referenced complaint.
  

  The customer is complaining about the repossession of his vehicle. Customer purchased the vehicle on October 18, 2023. The customer agreed to a down payment of ********** Bi-Weekly loan payments of $295 beginning on November 17, 2023. $1,150 of that down payment was paid on October 18, 2023, while the customer promised to pay the remaining $600 on November 3, 2023. The remainder of the down payment was not received, and no further payments were made.
  

  The vehicle was secured by the lien holder, **************** **** on November 10,2023. On November 17, 2023, we let the customer know that he had been approved to redeem, that he would have to pay the full amount due and his next payment due date would be December 1, 2023. The customer did not accept this offer. The vehicle was sent to auction on December 8, 2023.
  

  Although we are sympathetic, the customer is being treated in accordance with her contract with the company and company policy. She 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

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I start leasing my bar February 20th for auto warehouse (correct) since I got the car I been having issues with the car but this time the issue got bigger the engine motor in the car needs to be replaced and I only had the car for around 7 months they car dealer ship is not doing anything to help me and stated that its my car and my responsibility even tho the engine motor went out I needhelp

  

  Business response

  12/20/2023

  CARFECT
  Response Date: 12/20/2023
  
  Customer Name: ******************
  
  Source:  BBB Serving ******* and Northern ******** 
  **********************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 12/5/23
  
  Stock # *****, 2012,HYUNDAI, Tucson, VIN #*****************
  
  Origination Date: 02/20/2023
  
  Please allow this to serve as our response to the above-referenced complaint.
  

  The customer is complaining about mechanical issues with the vehicle. The customer did not lease the vehicle. She purchased the vehicle from Carfect on February 20,2023. On March 6, 2023, the customer brought the car into *********************** service center as the car was not blowing hot air. The service center diagnosed and issue and ordered parts. On March 10, 2023, the service department attached a blower motor and connector and returned the vehicle to the customer. Those repairs were done at no charge to the customer.
  

  The customer brought the car in to *********************** service center again on March 20,2023, because the engine was making a loud noise. Carfects service department inspected the car and determined that the catalytic converter had been removed.This repair was not covered by the warranty.
  

  Although we are sympathetic, the customer is being treated in accordance with her contract with the company and company policy. She 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

  12/21/2023

   
  Complaint: 20954709
  
  I am rejecting this response because:
  Some of the statements is  not true I did not purchase the car Im leasing the car  I took the car to the auto shop about two months ago and they called me approximately 2 1/2 weeks ago saying that I needed to pay **** for the engine to be replace on the car they sold me a lemon car thats not worth what Im paying for and scamming people 
  Sincerely,
  
  ******************

  

  Business response

  01/03/2024

  CARFECT
  Response Date: 1/3/2024
  
  Customer Name: ******************
  
  Source:  BBB Serving ******* and Northern ******** 
  **********************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 12/5/23
  
  Stock # *****, 2012,HYUNDAI, Tucson, VIN #*****************
  
  Origination Date: 02/20/2023
  
  Please allow this to serve as our response to the above-referenced complaint.
  

  The customer is complaining about mechanical issues with the vehicle. The customer did not lease the vehicle. She purchased the vehicle from Carfect on February 20,2023. She attached a copy of the retail installment contract whereby she purchased the car with financing from Carfect. I reviewed the title to the vehicle which is in the customers name with The Auto Warehouse as a lien holder. As explained previously we did fix the issues with the car under warranty free of charge to the customer, but the warranty does not cover the catalytic converter having been removed from the car by the customer or a third party.
  

  Although we are sympathetic, the customer is being treated in accordance with her contract with the company and company policy. She 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

  01/05/2024

   
  Complaint: 20954709
  
  I am rejecting this response because:
  THE EGINE WENT OUT ON THE *** AND THEY WANT ME TO PAY **** they keep saying the same thing but not talking about engine lets talk about the engine going out on the car I brought less then a year ago and yall asking for ****
  Sincerely,
  
  ******************

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle and driving home. The vehicle shut off on me had to get a tow. They did not reimburse me for the tow. They supposedly fixed it i picked it up they didnt fix anything and they said they did and it shut off on us we picked it up again. Now theyre saying that they are not going to do anything that we have to pay out of our own pockets. We havent even had the car for 30 days the engine is supposedly under warranty still And they dont wanna get a tow to tow the vehicle back to their shop so they can fix the vehicle for us and theyre just giving us the runaround and lying about documentation and everything about the own situation

  

  Business response

  11/30/2023

  CARFECT
  Response Date: 11/30/2023
  
  Customer Name: *****************************
  
  Source:  BBB Serving ******* and Northern ******** 
  **********************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 11/16/23
  
  Stock # *****, 2012,JEEP, GRAND CHEROKEE, VIN # *****************
  
  Origination Date: 09/30/2023
  
  Please allow this to serve as our response to the above-referenced complaint.

  
  The customer is complaining about mechanical issues with the vehicle. The customer purchased the vehicle from ********************** on September 30, 2023. When there was an issue with the engine, we let the customer know that the work would take a while and so offered the customer the option of swapping this vehicle for another one which was refused. We replaced the engine on October 30, 2023. We also replaced the oil pan on November 21, 2023, as a leak was found. We offered to also bring the car to another facility to do a tire balance and alignment as we do not do those in house All of these repairs were done at no charge to the customer.
  

  Although we are sympathetic, the customer is being treated in accordance with her contract with the company and company policy. She 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

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle on August 29 2023 with a **** cash down payment. I have made every payment due on time and in full never missed one. On October 27 2023 the vehicle I recently purchased shut off on me in the middle of the 294 north expressway. I was stuck on the side of the eway for 3 hours with my son in the car with me. No one came to help for hours. Contacted the dealership and was told there was nothing they could do I would have to pay to have it towed to the service center which was not open on Saturday and Sunday. I had the car towed to my home where a mechanic came to look at it and told me that the motor was locked. Contacted the dealer again and was told if it the motor I could make payment arrangements to have the car repaired. Why am I paying for a locked motor on a car that was purchased 2 months ago??? This dealer is getting cars from the auction jacking up the prices and selling lemons.

  

  Business response

  11/09/2023

  CARFECT
  Response Date: 11/9/2023
  
  Customer Name: Sutorris ******
  
  Source:  BBB Serving ******* and Northern Illinois 
  **********************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 10/31/23
  
  Stock # *****, 2014,HYUNDAI, SANTA FE, VIN # *****************
  
  Origination Date: 08/29/2023
  
  Please allow this to serve as our response to the above-referenced complaint.

  
  The customer is complaining about mechanical issues with the. The customer purchased the vehicle from ********************** on August 29, 2023. Our Service reached out to the customer on October 31, 2023, and had the car towed into our facility.The vehicle is no longer under warranty but we contacted ******* and some of the work would be covered if the car was sent to their facility. We reached out to the customer to approve and are waiting to hear back from her.
  

  Although we are sympathetic, the customer is being treated in accordance with her contract with the company and company policy. She 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

  03/26/2024

   
  Complaint: 20800506
  
  I am rejecting this response because:

   

  I reject the response of carfect. First of all the engine being locked in a time frame of 2 months is not just a mechanical issue its a major issue that was going on prior to the car being purchased. **************** and customer communication from this business is terrible. They are very rude, never have a honest response to questions being asked. They picked my car up on October 31 **************************************************************************************************************** any contact from anyone since the beginning of November and no one could still answer my questions. Severals month have went by and today 3/26/24 after calling to get status one they couldnt even locate my phone number in the system and the account rep was very rude statingDo what you need to do no one never told me hyaundai would cover some of the repairs. This place is selling plenty of people bad cars that only last a month or two and are getting away with it. They are hurting people credit and getting away with it. This business need to be completely shut up for cheating people out of their money. I have contacted a lawyer as well as channel 7 news to help handle this matter.

  
  
  Sincerely,
  
  Sutorris ******

  

  Business response

  04/05/2024

  April 5, 2024
  
  Customer Name: Sutorris ******
  
  Source:  BBB Serving ******* and Northern ******** 
  **********************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 10/31/23
  
  Stock # *****, 2014,HYUNDAI, SANTA FE, VIN # *****************
  
  Origination Date: 08/29/2023
  
  Please allow this to serve as our response to the above-referenced complaint.
  The customer is complaining about mechanical issues with the vehicle. The customer purchased the vehicle from ********************** on August 29, 2023. Our Service reached out to the customer on October 31, 2023, and had the car towed into our facility.The vehicle is no longer under warranty, but we contacted ******* and some of the work would be covered if the car was sent to their facility. We called the customer on November 2, 2023, and spoke to her about ******* covering some of the repairs but that she would be responsible for the remaining repairs. She told our service employee that she would not pay for any repairs. On November 13, 2023, the customer came to our ****** location to pick up her belongings.We secured the car as abandoned on November 18, 2023.
  Although we are sympathetic, the customer is being treated in accordance with her contract with the company and company policy. She 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

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This place is absolutely horrible. They sold me a car and couldnt produce the inspection report and from the second I drove it off the lot I was riddled with issues. When I reached out to inform them they couldnt produce the inspection report and told him me had to bring it back but it would be there from ***** days which wasnt possible. When you call no one answers or you end ** in a ghost VM. After a recent visit to try to trade in we were told I needed to give these shady people another 5k for a non working car to trade in. Then I asked them to buy it back. *** told me no and that if I turned it back in it would count as a repo. They take advantage of people and dont offer solutions for their mistakes.

  

  Business response

  10/30/2023

  CARFECT
  Response Date: 10/30/2023
  
  Customer Name: *************************
  
  Source:  BBB Serving ******* and Northern Illinois 
  **********************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 10/27/23
  
  Stock # *****, 2011, FORD,Fusion, VIN # *****************
  
  Origination Date: 05/17/2022
  
  Please allow this to serve as our response to the above-referenced complaint.

  The customer is complaining about mechanical issues with the vehicle. The customer purchased the vehicle from ********************** on August 10, 2023. On July 5, 2022, the customer set an appointment for July 15, 2022, to check the tires on the car.On July 8, 2022, the customer called our service department to see if he could get an earlier appointment. He was offered July 11, 2022, but declined to take that appointment. The customer did not bring the car in on either of those dates and our service department had no further contact with him.
  

  Although we are sympathetic, the customer is being treated in accordance with his contract with the company and company policy. He 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

  10/31/2023

   
  Complaint: 20783202
  
  I am rejecting this response because you sold me a car with issues then made it impossible to get them resolved. I purchased a car from you because I needed a car. I did not buy a car to have it in the shop for ***** days. You did not do your inspection you claimed you did. Now I owe over ***** on a car Ive had to spend an additional ***** on to repair the things you said you inspected. I needed a safe drivable car for my job and transporting my three kids and that is not what I got. The fact that you will not help me get a safe car replacement without me giving you another ***** is disgusting. *** spoken with a few attorneys and they know your company and have said how you guys are crooks and pray on people and get away with it. My only option is to turn the car back into you and you put a repo on my record as YOU LIED and sold me a lemon. So my credit will be bad for 7 years because you sold me and lemon and I cant afford the car payments along with the repair bills. YOU COULD NEVER COME UP WITH THE INSPECTION REPORT?? How is this my fault! You sold me a car then told me youd have it for ***** days after bought it. Please help me! 

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

  

  Business response

  11/09/2023

  CARFECT
  Response Date: 11/09/2023
  
  Customer Name: *************************
  
  Source:  BBB Serving ******* and Northern Illinois 
  **********************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 10/27/23
  
  Stock # *****, 2011, FORD,Fusion, VIN # *****************
  
  Origination Date: 05/17/2022
  
  Please allow this to serve as our response to the above-referenced complaint.

  
  The customer is complaining about mechanical issues with the vehicle. The customer purchased the vehicle from ********************** on May 17, 2022. On July 5, 2022, the customer set an appointment for July 15, 2022, to check the tires on the car.On July 8, 2022, the customer called our service department to see if he could get an earlier appointment. He was offered July 11, 2022, but declined to take that appointment. The customer did not bring the car in on either of those dates and our service department had no further contact with him. We were not given the opportunity to view the vehicle to determine if repairs were needed and so could not assist the customer.
  

  Although we are sympathetic, the customer is being treated in accordance with his contract with the company and company policy. He 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

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Aug. 4 of this year. I purchased a 2015 Jeep Cherokee from Autowarehouse now known as Carfect from **** W *****************. This is the second vehicle Ive purchased from this exact same car lot but different location. My first truck was GMC TERRAIN that needed a new engine now I purchased this 2015 Jeep Cherokee. I took it to the shop at **** S ****** and theyre telling me I need a new engine for the 2015 Jeep Cherokee as well and I hve to provide $2000 plus for parts and labor. What I dont understand is if your a car lot and have mechanics that work there why is it that they are not checking these cars before putting them out for sale knowing that the car already have engine problems. I only had the 2015 Jeep Cherokee for 5-6 weeks. Thats no where near long enough to drive a car and cause the engine problems to occur? I had to go through this same two step with my last vehicle I purchased from the car lot on ******. They only provide you with a 30 day warranty?

  

  Business response

  10/26/2023

  CARFECT
  Response Date: 10/26/2023
  
  Customer Name: *********************************
  
  Source:  BBB Serving ******* and Northern ******** 
  **********************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 10/19/23
  
   38580, 2015, JEEP, Cherokee, VIN # *****************
  
  Origination Date: 08/10/2023
  
  Please allow this to serve as our response to the above-referenced complaint.

  
  The customer is complaining about mechanical issues with the vehicle and the length of our warranty. The customer purchased the vehicle from ********************** on August 10,2023. On October 10, 2023, the vehicle was brought in for service. We diagnosed the vehicle and let the customer know what repairs needed to be done and that his 30 day warranty had already expired. The customer declined the repairs.
  

  Although we are sympathetic, the customer is being treated in accordance with his contract with the company and company policy. He 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

  10/26/2023

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

*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. ↩