Complaints
This profile includes complaints for Carfect's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 107 total complaints in the last 3 years.
- 27 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/19/2023
Type: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 finance a car from the auto warehouse and Ive been having problems since day one I have all of my receipts to any dealership small car place etc. that I went to to get this vehicle serviced I was under warranty for 30 days but every time I try to take my vehicle to the auto warehouse to get serviced they were always so busy and were never able to get me an appointment so I took measures on getting the car fixed out of pocket I bought the vehicle from them and the vehicle needed an engine the whole time I was told from ********** dealership when I took my vehicle to get checked that the place that I purchased a car from put really thick oil inside of the vehicle just to get a sale and to get me through until an oil change comes about but thats what they thought the vehicle has been consistently burning oil Ive spent over $500 on oil because Im buying it every week Im very upset that they are leasing me a LEMON for 20,000$ so now Im filling an complaint with attorney general office and also going to news Ill be at the Cicero location with news letting the world now they are selling VERY BAD CARS!!!
Business Response
Date: 09/06/2023
The customer purchased the vehicle from the Auto Warehouse on August 10, 2022. On October 3, 2022, the customer came to our service department and complained that the vehicle was shutting off. We offered to set up a service appointment, but the customer declined to do so and walked away. On May 16, 2023, we contacted the customer regarding her payment. She stated that she had been having mechanical issues since her purchase. On May 17, 2023, the customer let our service department know that she would have the vehicle brought to our facility for an inspection. We inspected the car and found that it needed a new engine. We called the customer with the quote for replacing the engine. We replaced the engine, however, the check engine light continued to be lit. We found that the car also needed a new turbo and replaced that as a goodwill gesture to the customer. The car was returned to the customer July 1, 2023.Initial Complaint
Date:05/16/2023
Type: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 2014 Dodge Journey from the Auto Warehouse in ********, ** on February 28th, 2023. Since getting the vehicle, it has been in the repair shop more than I have had it in my possession. It has been in the repair shop at least 5 times and takes over a week for them to fix it, i would pick up the car, within 2 days, another mechanical problem occurs. I spoke with the manager, he was going to replace the car due to it having so many mechanical issues, but now they want to give me the same car back. I told them I am at the point of having a refund and they threatened a repossession on my credit even though I am within my 90 days to return the vehicle. I did take the vehicle to another licensed mechanic for a 2nd opinion, and they did not find the same issues as the Auto Warehouse is apparently finding.Business Response
Date: 09/06/2023
Due to the issues that the customer was having with the vehicle, we offered to allow her to swap that vehicle for a different vehicle. The customer agreed and on May 20, 2023, the customer dropped off her old vehicle and picked up a 2019 Ford Escape.Initial Complaint
Date:05/09/2023
Type: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 paid the company $3,500 for a 2013 ****** Pathfinder on February 18,2023. I am paying $255 every 2 weeks and making less than 90 days within having the car. The motor, shouts and visibly the a/c compressor is broken and the belt has melted off. The car is not safe to drive or drivable period and/or be inside the vehicle long. I was false advertised into purchasing the vehicle making it seem as the vehicle is perfectly fine only need some slight body work. Since the vehicle is on my credit; I need everything under the hood replaced, because I am paying $27,000 including the loan for a 2013 ****** pathfinder or replace the vehicle entirely.Business Response
Date: 09/06/2023
Customer purchased a vehicle at the Auto Warehouse on February 18, 2023. Customer called us on February 20, 2023. As the engine was making a ticking and knocking noise. On February 28, 2023, we inspected the vehicle and found that it needed a new engine. We ordered the parts and installed the new engine under her 30-day warranty. The customer picked up the vehicle on March 16, 2023. On March 23, 2023, the customer called to report that the vehicle was making thumping sounds. On April 10, 2023, we inspected the vehicle and found it needed two front struts and two front links. We ordered the parts and on May 1, 2023, those parts were replaced. On May 5, 2023, the customer called to ask whether the ai conditioning was covered under the warranty and we let her know that the warranty had expired. We let her know that we would inspect the vehicle to see if the issue was related to the previous repairs. The customer did not bring the vehicle in for that inspection.Initial Complaint
Date:05/08/2023
Type: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.
Ive purchased 2013 Buick enclave yet around a year and a half ago I am only speaking about this incident because I am continuously having issues with this vehicle when I got the vehicle I let the service people know that I was having issues with the takeoff of my vehicle would you let me know that and due time I would have transmission issues I let them know I took my vehicle in for service. They told me that they didnt see anything wrong with my transmission While I was driving down the street getting off the expressway actually and my car completely stopped I couldnt move get the vehicle towed took it to AAMCO. They said it was my transmission after I distinctively just told them that I was going to have transmission issues and they told me there wasnt any issues now I just had to get my car fixed yesterday which was May 7. I just had to get alternator And a fuel pump put on my car prior to that I had to get water pump fixed on my car. I cant even enjoy my car because Im constantly have to gonna get it fixed. I just got a fix yesterday I had not paid them because why would I be paying for a vehicle that I cannot drive so since Im going to fix I drove to work in it this morning Only for them to call me and let me know that they have cut my car off. I spoke with the person a couple days ago and let them know what was going on and still they allowed my car to get cut off. I have been having way too many issues with this company. I really wish it was a way that I was able to just get completely out of my contract with them I dont understand. Why is that ***************** is even doing business with auto warehouse because they are hot. They have terrible cars. I am furious. I am sick of this company. I need to know if theres something that anybody can help me with on this issue I need out of this contract with this loan company they dont have any remorse for anything that anybody is going through when it comes to the vehicles that they have gotten from auto warehouse. They could care less about what it is that youre having to go through with the car that you got from auto warehouse, they have no remorse. They have no nothing they dont care all they care about is receiving their payments , I need to get out of this long contract ASAP. I really do feel like that business needs to be shut down. This was my first and last ************ would never get another ***** ever and then also I try to take the vehicle in to get a trade it out with another company they told me there is nothing that they would do with this car because basically the payments that I have to pay them is way much more than what the car is actually worse . My car is only worth $9000. I am currently paying them $18,000 for a car that is not worth nothing I need help. Can someone help me to figure out? What can I do about the situation?Business Response
Date: 09/06/2023
AUTO WAREHOUSE
Response Date:9/6/2023
Customer *************** Ball
Source: BBB Serving ******* and Northern ********
**********************************************************************************************
Complaint ID: ********
Date Complaint Received: 5/8/23
Translation Received: NA
STK# *****, 2013 Buick Enclave, VIN# *****************
Origination Date: 03/1/2022
Please allow this to serve as our response to the above-referenced complaint.The customer purchased a vehicle from the Auto Warehouse on March 1, 2022. On March 8, 2022, we were informed that the radio was not working, and the vehicle was hesitating to accelerate. We set an appointment with the customer for March *******. On that date the customer also said there was a rubbing noise when braking. We ordered front rotors and front pads and checked the transmission but found no issues. On March 24, *****, the customer brought the car in and the front rotors and pads were replaced at no cost to the customer. On April 28, 2022, the customer brought the car in for inspection, and we found that it needed all new brakes and rotors and front sway bar bushings and front links.The customer declined the repairs, and no inspection fee was charged. On May 16, 2022, the customer called in to say that the vehicle was not drivable as the transmission went out. The customer declined to bring the car in for service and brought it to a mechanic for repair. The customer then asked for a credit to her account because she was paying for the repairs. We agreed to defer two payments for the customer.
Although we are sympathetic, the customer is being treated in accordance with company policy and 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.
Please do not hesitate to contact me if you require any additional information.
Thank you,
*************************
CFOInitial Complaint
Date:05/06/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 4/25/23 I went to the auto warehouse to buy a car I paid them **** downpayment for a ****** Altima 2015 we agreed the next week Id put down another 500 due to my age. I told them I would not put the remainder down for that car or I wanted a refund, The car started having problems, check engine light jerking, power shutting on and off at stop signs and lights, the code p744 transmission clutch came up . Theyve told me different things every time we speak. On my way to take the vehicle back they shut the car off told me I would not get a refund Ive only had the car for a week and said if I leave the car their it would be on my credit as an unpaid balance. I have not even paid my first car note or insurance and I took it back before two weeks its been 9 days I have been compliant there doing a diagnostic and a service on the vehicle but I no longer want the car. I feel like they intentionally sold me a lemon. I took it to a mechanic they suggested I take it back immediately and get my money back. Please help meBusiness Response
Date: 09/06/2023
This customer brought the car back to our dealership and was given a full refund. The refund was finalized May 15, 2023.Initial Complaint
Date:05/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On February 4, 2023 I purchase a 2014 Grand Cherokee Laredo at Auto Warehouse located on ********************************************************. I worked with the salesmen *** for my purchase. I was told by *** verbally that I had a 90 day warranty but upon looking over my contract it was ************************ I needed to have the car inspection within the 30 days in the service department. I had spoken with different people in the service department to have the inspection done, but was unsuccessful. *** reached out to *** to explain Im not able to get the inspection done. He stated there was nothing he can do but take the day theyre giving me, even though its pass the 30 days. During that time the car was making noises and not running properly. I contacted *** on March 13,2023 to state I need to bring the car in because its not running right. On April 29,2023 the car is now inoperable to drive. I had Rocket Towing come and tow the vehicle to Auto Warehouse for service. I spoke with *** On May 1, 2023 about the vehicle sitting in the lot and need to be service. It contacted me in May 4,2023 to noticed me the vehicle needs a brand new transmission. I stated this car was a lemon that was sold to me. The transmission wouldnt go out with the 90 days I purchase this vehicle. He stated I need to give $3500.00 to fix this vehicle and it will take a month to do so. I purchase everything with this vehicle in house at Auto warehouse. This car I sold was a lemon and I wasnt able to get my car inspection within the 30 days because of the over crowding in the service department. This place as scam me out of money. Theyre aware of the malfunction transmission prior to selling me this car. I will like to resolve this matter professionally. Theyre trying to get more money out of me instead of fixing the issue they were clearly aware of.Business Response
Date: 09/06/2023
The customer purchased a vehicle from the Auto Warehouse on February 4, 2023. On February 17, 2023, the customer brought the vehicle into our service center saying that the CEL light was on, the interior light would not turn off, and the bumper needed to be popped out. We inspected the vehicle and set an appointment for March 6, 2023. The customer did not bring the vehicle in that day, and we set a new appointment with her on March 20, 2023. On that day we replaced the thermostat and temperature sensor and confirmed that the interior lights and horn were working properly and returned the vehicle to the customer. All repairs were covered under the 30-day warranty. On May 1, 2023, the customer called in to report that the vehicle would not shift into gear and the steering wheel shakes. We let her know that she was no longer covered by the warranty but that we would inspect to ensure that the issues were not related to the last repair. We inspected and let the customer know that the vehicle needed a new transmission. The customer declined the repairs. The customer did not pick up the vehicle from service and we repossessed the vehicle.Initial Complaint
Date:03/28/2023
Type: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 car from the company March 8th 2023 put **** down. I was told I needed to bring an additional 500$. I received a phone call stating that my payment was coming up and needed to be paid 03/23. I explained that I was under the impression that the payment was for 03/30 following my pay period. I spoke with 3 different people and informed them when I can make the additional 500$. Today 03/28 my vehicle was repossessed. I called the car repossession department and was told I couldnt speak with anyone until 48 hours has passed. I asked to be directed to a manager and was hung up on both times that I called. It has not been a full 30 days that I have had the vehicle. I would either like a refund or I will take it to civil court to obtain my refund back. I was not given how many days I had before my vehicle will be picked up or even a phone call or paperwork stating I was behind and my vehicle had reached the repossession stage. Nor was I given the opportunity to pay what was owed to obtain the vehicle back.Business Response
Date: 03/29/2023
AUTO WAREHOUSE
Response Date: 3/29/23
Customer Name (s): *********************
Source: BBB Serving ******* and Northern ********
**********************************************************************************************
File No: 19865789
Date Complaint Received: 3/29/23
Translation Received: NA
STK# *****, 2015, ***** Explorer, *****************
Origination Date: 01/24/2023
Please allow this to serve as ourresponse to the above-referenced complaint.The customer complained about a payment issue and the repossession of her car.
Although we are sympathetic, the customer is being treated in accordance with her contact 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.
We are in contact with the customer to see if she would like to redeem the car.
If you have any further questions, please feel free to contact me.
Thank you,
*************************, CFOInitial Complaint
Date:03/21/2023
Type: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 recently got a vehicle from them a 2016 ****** Altima on ****, the car stopped on the side of the road 3 days after driving off the lot. I brought it back with 3 different codes and the check engine light on and they said all they can do is put it in service. They call me back and tell me the vehicle needs a new transmission. The vehicle has been in service since I took it in 3 days after getting it. They said they replaced the transmission and then the part that was delivered, had a broken part. I have been without a vehicke and then the in house finance company has been calling me to make a payment. They called and said they would be pushing it to the end but then calls me today Threatning me saying that my credit is being affected because they couldnt push the payment until i had the vehicle. They offered to swap me vehickes but all the other vehicles were worse off then the one i had. I cant get a hold of service to know when the vehicle will be ready and its been over a month. Not to mention they charged my down payment twice and didnt return the over paid amount for 3 weeks. I will be talking to an attorney as I WAS SOLD A LEMON, STAY FAR AWAYBusiness Response
Date: 03/24/2023
AUTO WAREHOUSE
Response Date: 3/24/23
Customer Name (s): ***************************
Source: BBB Serving ******* and Northern ********
**********************************************************************************************
File No: 19629783
Date Complaint Received: 3/21/23
STK#*****, 2016, ******* Ultima, *****************
Origination Date: 2/17/23
Please allow this to serve as our response to the above-referenced complaint.The customer complained about mechanical issues. The vehicle was sold with a ***************** Warranty that:
Expires thirty (30) days from the date of sale or odometer reading ***** miles in excess of the odometer reading at the time of sale, whichever first occurs.
Covers only the following listed items: Power train component means the following: engine block, head, all internal engine parts, oil pan and gaskets, water pump, intake manifold, transmission, all internal transmission parts, torque converter, drive shaft, universal joints,rear axle, all rear axle internal parts, and rear wheel bearings.The customers vehicle was serviced at no cost and returned to the customer on 3/23/23.
The customer was treated in accordance with company policy and afforded the same opportunities as any similarly situated customer. The Companys decisions were made 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,
*************************, CFOInitial Complaint
Date:03/21/2023
Type: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 ended up spending thousands of dollars to buy a family vehicle that was promised to last me about four years and yet I only had my vehicle for 6 months and my car is completely gone took it to a dealer and they told me Ill have to pay **** out of pocket to get fixed after I already paid the warehouse to fix my transmission line and my oil leak and according to the Chrysler dealer they said both of them are still damaged and I dont have the money to keep throwing into my car I just need some help trying to get out of my loan I wish I never tied myself into because now my family is out of transportation and ** having another baby in four weeks and cant take care of my needsBusiness Response
Date: 03/27/2023
AUTO WAREHOUSE
Response Date: 3/27/23
Customer Name (s): ***********************
Source: BBB Serving ******* and Northern ********
**********************************************************************************************
File No: 19593949
Date Complaint Received: 3/14/23
STK#*****, 2012, Acura, MDX, *****************
Origination Date: 2/11/23
Please allow this to serve as our response to the above-referenced complaint.The customer complained about mechanical issues. The vehicle was sold with a ***************** Warranty that:
Expires thirty (30) days from the date of sale or odometer reading ***** miles in excess of the odometer reading at the time of sale, whichever first occurs.
Covers only the following listed items: Power train component means the following: engine block, head, all internal engine parts, oil pan and gaskets, water pump, intake manifold, transmission, all internal transmission parts, torque converter, drive shaft, universal joints,rear axle, all rear axle internal parts, and rear wheel bearings.
The customers vehicle was serviced at no cost and returned to the customer on 3/23/23.
The customer was treated in accordance with company policy and afforded the same opportunities as any similarly situated customer. The Companys decisions were made 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,
*************************, CFOCustomer Answer
Date: 03/28/2023
Complaint: 19629290
I am rejecting this response because: my car is still sitting at the Chrysler dealership in ****** ********. My car has not been returned to me. This is a false accusation and a false claim that they have made. If my car has been returned to me please ask them for receipts of payment from me ask for my canceled credit card that I usually pay my car note on, and if that was the case ask them to show documentation that they have returned the car back to me and fix my car I actually was on the verge of volunteering repossessing this car but I decided to contact you all before I gave the car up because I wanted to let the BBB know what type of business is going on at this establishment again this is a false claim. I still do not have my car. They also still do not have possession of my car. 03/23 would have been five days ago from today. I have not seen a car in almost 3 weeks so Im not sure why theyre saying they have fix the car and returned it back to me. I believe that is just to cover up the shady business that is going on at this establishment I do have proof that I have not received my car. I do have proof that I have not paid for anything for this car to get fixed, if that proof is needed to be provided. Also, if my car has been paid for and has been returned to me, then there should be possible camera footage of my car, entering the building, camera footage of my car going into the service station camera footage of me entering the building picking up my car and also camera footage of me, swiping my debit card or a payment on easy access for me paying for the car or a camera footage of me going to the service department, swiping my credit card and picking up my car and leaving with my car. None of these events have happened at all. And I can hundred percent guarantee that they cannot prove that they have worked on my car and return my car to me. This is a false claim that theyre making so that they can cover up what is really going on in this establishment.
Sincerely,
***************************Initial Complaint
Date:03/14/2023
Type: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 vehicle on February 11, 2023 from The Auto Warehouse. The vehicle check engine light has come on multiple times. This company doesn't offer loaner vehicles and I'm having to pay for ride shares to and from work and also paying a note on a vehicle that I'm continuously having to service. The vehicle already has miles on the vehicle and everytime I get the car back I'm getting it back with over 50 to 100 miles used on the vehicle. And still they haven't diagnosed the issue. I'm always being told the manager will contact me but no call back. I need to know what should I do in the situation?Business Response
Date: 03/30/2023
AUTO WAREHOUSE
Response Date: 3/30/23
Customer Name (s): ***********************
Source: BBB Serving ******* and Northern ********
**********************************************************************************************
File No: 19593949Date Complaint Received: 3/14/23
STK#*****, 2012, Acura, MDX, *****************
Origination Date: 2/11/23
Please allow this to serve as our response to the above-referenced complaint.The customer complained about mechanical issues. The vehicle was sold with a ***************** Warranty that:
Expires thirty (30) days from the date of sale or odometer reading ***** miles in excess of the odometer reading at the time of sale, whichever first occurs.
Covers only the following listed items: Power train component means the following: engine block, head, all internal engine parts, oil pan and gaskets, water pump, intake manifold, transmission, all internal transmission parts, torque converter, drive shaft, universal joints,rear axle, all rear axle internal parts, and rear wheel bearings.We have ordered parts for the customers vehicle and scheduled an additional appointment for repair of the vehicle. The customer will not be charged for the repairs.
The customer was treated in accordance with company policy and afforded the same opportunities as any similarly situated customer. The Companys decisions were made 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
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