Business Profile

BHPH Dealers

Carfect

Headquarters

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.
26 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/21/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a motor vehicle from the dealer ship Carfect old name was auto wear house I have a lot of documentation on the services and sales representative they sold me a car that was not reliable and that they knew had internal engine issues they agreed to refund my money which forcefully made me sign something that I didnt want to sign . I need help this had caused me to miss out of work spend uneasy money on rentals and **** fees . I cant get a car with this being in my credit 12-7-2024 is when I purchased the car its been in and out of the shop several times 03-13-2025 my car was smoking really bad in the middle of a intersection and almost lost my life I am emotionally drained and frustrated of the whole situation.
Business Response
Date: 03/25/2025
Response Date: March 25, 2025

Customer Name: Deasjal *****-****

Source: BBB Serving ******* and **********************;
***************************************************************************************

Complaint ID: *********
Date Complaint Received: 03/23/2025

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining about mechanical issues with her vehicle. The customer purchased his vehicle from ********************** on November 7, 2024. The customer brought the vehicle in several times for service. We reached out to the customer and offered to refund her money in exchange for us keeping the car, which is presently in service. The customer agreed and we returned the credit card payments to her card and issued checks for the money paid to Carfect and Easy Acceptance. The deal has been voided and the tradeline deleted. We have informed the credit reporting agencies of this and they should remove the loan from her credit report shortly.
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 Answer
Date: 03/30/2025

Complaint: 23100765

I am rejecting this response because:
I was treated unfairly I have a recorded call stating that I would be reimbursed **** or rental fees putting my car and the shop and not getting it back they didnt ask me if I wanted the vehicle or anything I do understand they feel the car was no longer fixable but I was told this same thing before when it was and services several time now Im forced to extend a rental I cant even afford which dipped into money that was reimbursed back from the dealership . I cant purchase a car because of the loan still on my credit as we speak ..
Sincerely,

Deasjai *****-****
Business Response
Date: 04/07/2025
Response Date: April 7, 2025

Customer Name: Deasjal *****-****

Source: BBB Serving ******* and **********************;
***************************************************************************************

Complaint ID: *********
Date Complaint Received: 03/23/2025

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining about mechanical issues with her vehicle. The customer purchased his vehicle from ********************** on November 7, 2024. The customer brought the vehicle in several times for service. We reached out to the customer and offered to refund her money in exchange for us keeping the car, which is presently in service. The customer agreed and we returned the credit card payments to her card and issued checks for the money paid to Carfect and Easy Acceptance. The deal has been voided and the tradeline deleted. We have informed the credit reporting agencies of this, and they should remove the loan from her credit report shortly. Unfortunately we do not have control over when the credit reporting agencies will update the customers information and remove the loan from her credit. Because we voided the deal, we are unable to listen to any voice recordings without knowing the date, time, and phone number the call came from.
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
Date:03/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bought a car now seven months later the transmission is giving problems. The business is not being cooperative and not trying to help me put me in another vehicle.
Business Response
Date: 03/25/2025
Response Date: March 25, 2025

Customer Name: ******* ******

Source: BBB Serving ******* and **********************;
***************************************************************************************

Complaint ID: ********
Date Complaint Received: 03/17/2025

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining about mechanical issues with her vehicle. The customer initially purchased her vehicle from Carfect on June 17, 2024. The loan was transferred to ******************** on or about June *******.
The Customer brought the vehicle into *********************** ****************** on February 6, 2025. The ****************** diagnosed the vehicle and let the customer know the repair cost. ********************* offered to loan the customer the money to cover that repair and to pay off his current loan. The Customer accepted, paid the down payment, and the repairs were made. The car is now ready, and the customer has been notified but is refusing to pick up the car or sign the new loan paperwork.
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 Answer
Date: 03/26/2025

Complaint: 23067480

I am rejecting this response because: i want a refund on the purchase i paid for repairs because i do not want a car with rebuilt transmission

Sincerely,

******* ******
Business Response
Date: 04/04/2025
Response Date: April 4, 2025

Customer Name: ******* ******

Source: BBB Serving ******* and **********************;
***************************************************************************************

Complaint ID: ********
Date Complaint Received: 03/15/2025

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining about mechanical issues with her vehicle and is asking for a refund on his purchase. Unfortunately,Carfect no longer owns the loan as it was sold to ********************* on or about June 24, 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
Date:03/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I took my car in to the shop for a check engine light and my car jerking it took a week to look at it and once they did I got a call saying that my check engine was not on but I need a motor mount and a knock sensor it would cost me ***** I mad the down payment and they fixed my car by Friday February 14th when I picked my car up it was driving stiff but I just thought that was due to them fixing it once I got home my engine light came on and and was flashing I called the next day tell them what happened and they told me to call back Monday because no one was there to help me I called Monday the 17th and the schedule me to come in Wednesday the 26th I dropped my car off and got a call the next day saying it would cost me ***** to fix the car and I dont qualify for a refinance because they just did on last week I asked how is all this stuff going on now and I said the same thing when I first dropped it off on the January 31 and now you want 7k for a car I only our 10k for this is something that could have been caught the first time can handle I asked why was my car put on the diagnostic machine after they fixed it to make sure nothing else was wrong. She told me no thats not protocol and then once I pick my car up and drove home my check engine was back on. And flashing I recorded every conversation with everyone Ive talked to. Ive took video of my check engine light flashing. They have not been returning my calls about why this was missed when I first got it fixed. What could they do to help me? They are telling me now that I was refinanced and I asked her can I come pick up my car, she told me that if it was if its in service and still getting worked on, I would have to wait and ask her cause she transfer me over to service she didnt know I picked up the phone. I left a message. I also called the number that told me that they could swap me out in a new car. He told me that he does not work today and he will call me tomorrow with his Saturday, March 8. 2025.
Business Response
Date: 03/24/2025
Response Date: March 24, 2025

Customer Name: **** *******

Source: BBB Serving ******* and **********************;
***************************************************************************************

Complaint ID: *******
Date Complaint Received: 03/08/2025

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining about mechanical issues with her vehicle. The customer initially purchased her vehicle from Carfect on October 24, 2023. Shortly after the purchase of the vehicle, the customer brought the car in as it was not starting. Carfect replaced the battery under the 30-day warranty. On or abour November 22, 2023, the loan was transferred to ********************. The customer made an appointment with *********************** ****************** on June 27, 2024, but appears to have missed her July 8th appointment.
The Customer brought the car into *********************** ****************** on January 31, 2025. The ****************** diagnosed the car and let the customer know the repair cost. ********************* offered to loan the customer the money to cover that repair and to pay off her previous loan.Customer accepted and the repairs were made.
The customer brought the car in again on February 26, 2025, complaining of mechanical issues. Carfects Service team let her know that if the issue was related to the January repairs, they would help her out with them. However, the issues were not related to the previous repairs and so the Customer was given a quote as to how much the repairs would cost.
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
Date:02/28/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Transaction date January 31st 2025. I financed 2018 Dodge caravan with Carfect. They told me the vehicle was inspected before they sold it to me. Two days later the vehicle stopped on me. Got it towed to service, they had my car for 2 weeks they told me they fixed everything that was wrong with the car. just got it back 3 days ago. check engine light back on I tried to get my money back and they told me that I would break the contract. And that they don't give money back.
Business Response
Date: 03/10/2025
Response Date: March 10, 2025

Customer Name: ******** *****

Source: BBB Serving ******* and **********************;
***************************************************************************************

Complaint ID: ********
Date Complaint Received: 2/28/2025

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining about mechanical issues with her vehicle. The customer brought the car in to be serviced again after she filed her complaint. The vehicle was repaired pursuant to the 30-day warranty and returned to her on March 3, 2025.
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
Date:02/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a vehicle from this dealership on 1/25/25 and was promised the truck did not CVT transmission went home and a week later I started having issues with the truck I contacted the dealership and was giving the run around with dates to bring in the truck to get serviced finally I was able to bring in the truck Monday and was guaranteed the truck was running safely I drove to my work and at the end of my shift I turned the truck on and the check engine light was one and the truck was hesitating *** drive I contacted the dealership and was told to bring in the truck and spoke to the service worker ****** and was assured the vehicle had no issues and next day on my lunch break the truck shut off one me at a busy street the cops came and towed the truck and I contacted the dealership again and was informed they were going to pickup the truck from the tow lot now I have vehicle and they are not trying to help me out. Thank you.
Business Response
Date: 03/10/2025
Response Date: March 10, 2025

Customer Name: ******* ********

Source: BBB Serving ******* and **********************;
***************************************************************************************

Complaint ID: ********
Date Complaint Received: 2/25/2025

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining about mechanical issues with her vehicle. We have already voided this deal and returned all of the customers money to her.
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
Date:02/20/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Thursday, February 20 2025 at around 3:30 pm. I picked my vehicle up after redeeming the vehicle from repossession. Upon acquiring the vehicle, I noticed my $800 sound system was damaged and no longer worked and appeared as if someone attempted to take it out the vehicle. I alerted the staff at the dealership. I was told that they have no idea who was responsible. I was told to make a police report but they could not give me any other information. They claimed the damage could have been done by the third-party towing company. However, they refused to give us any information to that company. The vehicle sat in a lot owned by Carfect, since the day it was repossessed. Their staff also mans the lot and handles the vehicles.
Business Response
Date: 03/11/2025
Response Date: March 11, 2025

Customer Name: ******* *******

Source: BBB Serving ******* and **********************;
***************************************************************************************

Complaint ID: ********
Date Complaint Received: 2/21/2025

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining about damage to his vehicle during a repossession. The customer purchased his vehicle at ********************** on April 9, 2024. On or about April 16, 2024, the customers loan was transferred to ********************. Carfect no longer has an interest in the customers vehicle and did not handle the repossession. The customers vehicle was stored at *********************** lot pursuant to Carfects agreement with Easy Acceptance..
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
Date:02/19/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear Better Business Bureau,I want to formally file a complaint against CARFET for abusive practices that caused me direct harm and **************, [2/19/2025], I received a call from CARFECT regarding my monthly payment. My automatic payments never worked properly, so I always had to pay manually. This time, I forgot the due date, but planned to pay once I got their message.The CARFECT representative was rude, and I could barely hear her at the gym. I told her I didnt have my card with me at that moment. However, around 6:30 PM, I found my car locked without warning. Had they informed me, I would have taken action. When I called to resolve the issue, the office was already closed, forcing me to leave the car in the gym parking lot and walk home in freezing temperatures. This triggered a panic attack, and I am still recovering as I write this.Additionally, my contract is in English, which is not my first language. I signed a document stating I understood it, but the salesperson assured me verbally that the *** was only for theft recovery, never mentioning that they could disable my car for late payments. This lack of transparency is unacceptable.Since purchase, my car has had an engine issue that I reported immediately. Since I take medication at night is impossible for me to drive during the morning and they just have mornings appointments. When I finally took it in, they confirmed it was the turbochargerthe same issue I originally reported. CARFET refused responsibility because 30 days had passed, even though the problem existed from the start Ive sent an email and Ive been ignored. I demand:1.Immediate reactivation of my vehicle before payment. I will not pay until the car is unlocked.2.Compensation for leaving me stranded in extreme weather.3.Responsibility for the turbocharger repair, as I reported it upon purchase.I expect an immediate response. If no resolution is provided, I will take legal action.
Business Response
Date: 03/11/2025
Response Date: March 11, 2025

Customer Name: ******* ******

Source: BBB Serving ******* and **********************;
***************************************************************************************

Complaint ID: ********
Date Complaint Received: 2/21/2025

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining about the use of the starter interrupter and customer service. I looked at the records and listened to the phone call for the only disable that I see for this vehicle. Our representative did not behave in a rude manner. She simply asked him for payment and when he told her he should be on autopay she explained that autopay was cancelled in December of the previous year due to the payment being declined. The customer then told the representative goodbye and hung up on her.
I also reviewed the customers contract and saw that he signed our Iteran agreement which explains the terms and used of the starter interrupter on the vehicle. The customers vehicle was disabled pursuant to this agreement ay 4:34 pm on February 19, 2025. We received confirmation from Iteran that the vehicle had been enabled at 6:37pm. We are looking into whether there was any issue with the enabling of the vehicle.
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 Answer
Date: 03/12/2025

Complaint: 22964946

I am rejecting this response because:
Its good that you have the recording; however, whether the agent was rude or not seems to be a subjective matter for you.

This does not resolve the issue with the turbocharger, which has not been repaired.

The vehicle was not activated until the next day, around noon, when I made the payment. I also had to call my insurance provider to jump-start my car because the battery had died.

As I explained in my previous message:
The salesperson did not explain anything about deactivation via GPS. She verbally stated that it would only happen in case of theft.
You mentioned a contract, but I have not received a copy, so I dont know what it says. I have requested it at least twice, and I am still waiting.
Additionally, I brought up the issue regarding the turbocharger repair, the noise it made at the time of purchase, and the conditions under which I bought the vehicle. However, the available appointment times for service are not convenient for me. If necessary, I can request a report from my doctor to support my case.

Are you going to repair the vehicle, or do I need to file another complaint?

If you are going to send me the contract, I need it in Spanish. Even though we are forced to waive our right to have a contract in our native language, I need to understand what else I am agreeing to with this company.

If I ended the call with your collections agent, it was because I couldnt hear them properly. In fact, I had trouble understanding at first why they were calling because I was at the gym. I told them I would call back and then hung up.

It is unfortunate that I have to resort to complaints like this to get a response from Carfect.

Therefore, I still require:
1. Compensation for having been left without a vehicle in extreme cold, without prior notice.
2. That I be notified before the vehicle is disabled if this happens again.
3. That the warranty be honored, as the scheduled appointments since November 7 were for the same issue.
4. That the contract be sent to me immediately via email.
5. An explanation of whether there is an arbitration process in case my requests are not fulfilled.

Sincerely,

******* ******
Business Response
Date: 03/25/2025
Response Date: March 25, 2025

Customer Name: ******* ******

Source: BBB Serving ******* and **********************;
***************************************************************************************

Complaint ID: ********
Date Complaint Received: 2/21/2025

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining about the use of the starter interrupter and mechanical issues with his vehicle. We unfortunately do not have the Iteran Agreement translated into Spanish so I am unable to send the customer that. Our Service Manager reached out to the customer regarding the turbo issue which was included in the customers Due Bill at the time of sale. ********************** will be covering the engine replacement, and the customer is aware that it can take up to ***** business days to complete.
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 Answer
Date: 03/26/2025

Complaint: 22964946

I was contacted by the service manager and he have finally being very kind and helpful.

I am rejecting this response because: they already told me the engine will be replaced so Ill be closing this complaint until properly reparations are resolved and completed satisfactory.

Sincerely,

******* ******
Initial Complaint
Date:02/15/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
October 2024 i went to Carfect and purchased a 2016 cx5 maza. While getting a test ride with the maza the dealer and I noticed the heater was not working properly. With the dealer who sold me the car i made an appointment with their auto shop to get it checked out. I still purchased car and took it home. Less than 24 hours my engine light came on. I called the dealership and informed them of the problem. For over a month i have given the dealership my vehicle twice to fix my engine light problem. But the engine light came on everything i left the auto shop. I became frustrated and depressed at this situation. I called Carfect stating i don't want this car. and the told me that they fix the problem even though my engine light was still on. So i gave up trying to get my car fix. 2 months later my engine oil is going to the coolant and no auto shop will not try to fix the problem. Today 2/15/2025 i called Carfect and told them i don't want this car and the sold me an bad vehicle. I'm bringing the vehicle to them now.
Business Response
Date: 03/04/2025
Response Date: March 4, 2025

Customer Name: ********** ********

Source: BBB Serving ******* and **********************;
***************************************************************************************

Complaint ID: ********
Date Complaint Received: 2/16/2025

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining about mechanical issues with her vehicle. The vehicle was in our service center several times trying to repair the issue of the check engine light. The customer brought the vehicle in again on February 25, 2025, and our service department determined that the vehicle needs a new engine. The engine is being replaced at no cost 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
Date:01/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchase a vehicle and the car starting showing signs of a leak also I took it to a shop since they told me they couldnt help me until 2 weeks later to take a look and since they told me I had 90 day warranty I try to ask them for help but they couldnt right away and with in few days car started to give more issues, I then Carfect and told me they couldnt help me and then I call service, again they only had extended appointments to inspect my vehicle so I waited 2 week to get my car looked at then another 2 weeks to come back and said my warranty is over when they never fix the issue. Still trying to get my vehicle looked at and said that was it they couldnt help. I have contact the dealership with proof of paper work and they dont want to help. I have paid them 4000 plus a deposit of 1000 plus my loan is ****** I have to pay for a car that doesnt work. I am a single mom and I need transportation for my kids and something safe. They treat women unfair and try to play women because they dont know nothing about cars. Please someone call me. ************
Business Response
Date: 02/05/2025
Response Date: February 5, 2025

Customer Name: ******** ******

Source: BBB Serving ******* and **********************;
***************************************************************************************

Complaint ID: ********
Date Complaint Received: 1/13/2025

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining about delays with her car being serviced. From our records, I show that the customer complained to our Collections staff about mechanical issues with her vehicle on October 3, 2024.On October 8, 2024, she dropped off her vehicle at our service center for her scheduled appointment. Our service team made some minor repairs to the vehicle and ordered some parts. The vehicle was returned to the customers husband on October 9, 2024. When the parts arrived on October 14, 2024, we called her and scheduled an appointment for October 21, 2024. The customer brought the car for the appointment and the car was ready the same day. She once again came in for a service appointment on October 30, 2024, we ordered parts and returned the vehicle to her. We called her on November 4, 2024, and scheduled an appointment for November 7, 2024. The customer did not come in for that appointment. She again complained about mechanical issues on January 22, 2025, and we scheduled an appointment for January 27, 2025. Once again, the customer did not come in for that 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 Answer
Date: 02/05/2025

Complaint: 22848925

I am rejecting this response because: why do I have to keep missing hours of work over and over because I have no transportation or a reliable vehicle. When the vehicle should have been fix the first time with everything and I shouldnt had been denied my warranty after I had warranty, Business broke contract of agreement of 3 months and I had been call the business all nov 2024 and December 2024 when they promised to help switch vehicle so I had something reliable for my children to be safe. I havent had a call from them telling me if they finally got a vehicle for me.
until first week of January I when in person and they had nothing to say and didnt know who to blame because they couldnt help me at all. So at that I was left without and option to keep driving the vehicle. Unfortunately management didnt help to either get me into something or fix vehicle because technically I still had warranty that they denied me and that I had to pay out my pocket because why pay for something that should been fix for customers to drive safe not something that can leave you in the street on low temperatures.
the vehicle broke down already so the car was taking to get drop off.

Sincerely,

******** ******
Business Response
Date: 02/21/2025
Response Date: February 20, 2025

Customer Name: ******** ******

Source: BBB Serving ******* and **********************;
***************************************************************************************

Complaint ID: ********
Date Complaint Received: 1/13/2025

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining about delays with her car being serviced. From our records, I show that the customer complained to our Collections staff about mechanical issues with her vehicle on October 3, 2024.On October 8, 2024, she dropped off her vehicle at our service center for her scheduled appointment. Our service team made some minor repairs to the vehicle and ordered some parts. The vehicle was returned to the customers husband on October 9, 2024. When the parts arrived on October 14, 2024, we called her and scheduled an appointment for October 21, 2024. The customer brought the car for the appointment and the car was ready the same day. She once again came in for a service appointment on October 30, 2024, we ordered parts and returned the vehicle to her. We called her on November 4, 2024, and scheduled an appointment for November 7, 2024. The customer did not come in for that appointment. All of the repairs made were minor and we do not have any record of the customer complaining of any issues that would leave the car undriveable.
She again complained about mechanical issues on January 22, 2025, and we scheduled an appointment for January 27, 2025. The customer did not specify what the issue was with the vehicle and did not come in for that appointment. On February 1, 2025, the car was located at our Sales lot down the street from our ***************
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 Answer
Date: 02/25/2025

Complaint: 22848925

I am rejecting this response because:
Here is the Proof of me actually taking action after speaking with the sales person about the vehicle and the way they told me they didnt see nothing is absolutely unacceptable and I have a paper of proof me dropping the key with an envelope letting them know I had a leak on the vehicle. They decided not to help at all after the fact it was explained and told me there is no warranty. The guy at service, at this point all service was denied even when I did schedule an appointment for them they told me that I will have to pay and took it to a cheaper service place. I also have that envelope that shows that when I drop off my car Im written says leak please check. I had to send attachment separately. So if someone can request the proof of paper work or inspection I can send them.
Sincerely,

******** ******
Business Response
Date: 03/04/2025
Response Date: March 4, 2025

Customer Name: ******** ******

Source: BBB Serving ******* and **********************;
***************************************************************************************

Complaint ID: ********
Date Complaint Received: 1/13/2025

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining about delays with her car being serviced. From our records, I show that the customer complained to our Collections staff about mechanical issues with her vehicle on October 3, 2024.On October 8, 2024, she dropped off her vehicle at our service center for her scheduled appointment. Our service team made some minor repairs to the vehicle and ordered some parts. The vehicle was returned to the customers husband on October 9, 2024. When the parts arrived on October 14, 2024, we called her and scheduled an appointment for October 21, 2024. The customer brought the car for the appointment and the car was ready the same day. She once again came in for a service appointment on October 30, 2024, we ordered parts and returned the vehicle to her. We called her on November 4, 2024, and scheduled an appointment for November 7, 2024. The customer did not come in for that appointment. All of the repairs made were minor and we do not have any record of the customer complaining of any issues that would leave the car undriveable.
She again complained about mechanical issues on January 22, 2025, and we scheduled an appointment for January 27, 2025. The customer did not specify what the issue was with the vehicle and did not come in for that appointment. On February 1, 2025, the car was located at our Sales lot down the street from our ************** and we processed the car as a voluntary repossession.
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 Answer
Date: 03/04/2025

Complaint: 22848925

I am rejecting this response because: regardless of you saying that you offer the service when youre advisor pretty much didnt follow the rules of the policy and denies service at that point if the service is being denied under warranty, somebody wouldnt be able to afford any service because for the same understanding, the vehicle have three months of warranty driving out that lot, but the service was denied under warranty. at this point I believe the employees was in train the proper way and cost all types of communication issues with the company and the customer which that is more like a personal issue with employer and employee property trained would have been good for the employee. other than that Service was denied at the time of the service. I am attaching documents of the vehicle that got inspected and diagnosed around the same time of taking it back to get serviced and looked at and wasnt properly checked and diagnosed at Carfect auto shop.

Sincerely,

******** ******
Initial Complaint
Date:01/19/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bought vehicle November 6 2024 That same week it sounded like it needed bearings ball joints and control arms Made an appointment went all the way to ******, il to get it serviced it was still under warrant i have video cause i recorded when the guy with the long hair said we don't have availability today well what's the point of appointments i know the laws in ******** and i also work at a dealership under the state of Illinois this vehicle was sold UNSAFE AND I HAVE PROOF ,made a second appointment i showed up again drove a far distance for nothing i have videos too just in case they say i never showed up and they cancelled it , well the warranty was close to ending they said it was fine to drive it today i was coming from work and the tire completely exploded and so did the ball joint and control arm the same issue i warned them about they were very quick to take my$1500 down payment i also have a video of the sales person saying solo te aprueban ******** el gerente quiere sacarla para hacer ******* para carros nuevos that accident couldve resulted in death because of unsafe vehicles that they sell the first week i asked if i can change the car and as you can see in the attached pic sales person said they don't exchange Vehicles they knew it was unsafe it was rusted underneath it that's why they called it the managers special and laughed today i spoke with **** and he basically just laughed at me , they are gonna laugh when they receive a letter from an attorney theres obviously a reason why they keep changing names from car outlet to auto warehouse to Carfect they need to be investigated and shut down.
Business Response
Date: 01/28/2025
Response Date: January 28, 2025

Customer Name: **** ******

Source: ******************** Serving ******* and **********************;
***************************************************************************************

Complaint ID: ********
Date Complaint Received: 1/20/2025

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining about being treated rudely by our service department and mechanical issues with the call. We have had a managerial change at the ************** location which we believe should prevent issues like what the customer experienced from happening in the future. We are reaching out to the customer to see if we are able to get him in for repairs on the vehicle or switch him into another vehicle.
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 Answer
Date: 01/29/2025

Complaint: 22830964

I am rejecting this response because:
I have not been contacted by them to repair or replace the vehicle , i got threatened by one of their employees if they couldve replaced the car i wouldve accepted it but no one has reached out they can also text me they have my info i am also looking for legal activity since i couldve lost my life in a car that was never inspected to sell i have more than enough proof ,offer me another vehicle i wouldve tooken it if you guys were to work with me i would accept and drop everything but no one has reached to me all i asked was to be safe in a vehicle
Sincerely,

**** ******
Business Response
Date: 01/30/2025
Response Date: January 30, 2025

Customer Name: **** ******

Source: ******************** Serving ******* and **********************;
***************************************************************************************

Complaint ID: ********
Date Complaint Received: 1/20/2025

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining about mechanical issues with his vehicle. We have attempted to reach out to him to void the deal and return his money but have not been able to reach him. If he is interested, the customer can reach out to our ********************** Director **** ****** or to the ******* store so schedule a time to come in to sign an agreement for us to refund his money.
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 Answer
Date: 01/31/2025

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,

**** ******

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