ComplaintsforCar Castle

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a vehicle from Car Castle, a used car delaership ****. It seemed to drive well during the test drive but when I brought it back to fill out the purchase paperwork I noticed it was leasking transmission fluid onto the ground. I immediately told them to cancel the purchase and I did not want the vehicle if it had problems. They said it was just a hose and replaced it, no more leak. We proceeded with the purchase and I drove the vehicle home. It was not driven for 1 day, just sat in the driveway as I was off work that day, but when I drove to work on Sunday it began to knock and shake real bad. Took it back to them on Tuesday, as Monday was Memorial Day to have them check it out. They immediately began to sidestep any type of fix or repair on the car, saying it was sold "as-is" howeer at the time of purchase I was told they "wouldnt leave me hanging" if something were to go wrong. They insisted the problem was simply spark plug and air filter replacement, which I had them do for parts cost, which ended up being around $100. After leaving the dealership, it was worse than before, so I turned right around and took it back and told them that didnt fix it.. they then told me it needed coil packs for a cost of $395, but they would put it in for no labor charge. I didnt have 400 to spend on the part from them, so I purchased the part from Oriley Auto for $240 and they assured me they would install it once it arrived to the store since they had non in stock at Oriley.. Once the part arrived they refused to install it, they refuse to refund my purchase cost, and they refuse to do anything more, claiming the car was "as-is" and its "your problem now". the car is barely driveable, and doing so will ruin the engine even further. Took it to a mechanic and he said its most likely a timing chain issue, which is not an easy or cheap repair, looking at $2000 easy with part and labor.. this is a not a problem that occurs suddenly, there is no was they were not aware at sale.

  Business response

  06/22/2023

  **************** did purchase a 19-year-old used car from ** with over ******* miles on it. On the day of the transaction the car did show some oil leakage, and we did change a hose at ******************* request.  We also explained to *************** that the car had an oil leak along with other items that might need repair or replacing soon. Mr. ******* understood this, at lease he signed a statement to that effect. We did not mislead or promise anything with the sale of this car, As for as ******************* request we do repairs on his car, we are not in a procession to make repairs for him.  

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  - Transaction Date: 5/10/23 - Problem: Vehicle was not what was advertised. Major defects. When asked about rust, was told that it was normal wear and tear on a 20-year old car. Tried to negotiate down on the price, but was told I was getting a really good price. After purchase, major safety concerns emerged with the brakes. Have to put your foot to the floorboard to get any braking. I took the car to a trusted mechanic, and the mechanic identified irreparable damages to the frame right under the engine of the car. There was also low brake fluid and it was identified that there must be a crack somewhere along the brake line.- Attempted resolution: I called the dealership immediately upon my knowledge of the problem and got sent to voicemail. Called the dealership again after memorial day weekend and talked to a representative who said, "I'll call you back today with what we can do for you." I never got a call back and proceeded to call them at least once everyday throughout the week as I need a functioning vehicle for my side income. I missed a call attempt to my phone by 15 minutes and then got sent to voicemail again. Today I went to the dealership to talk in-person about what to do with the vehicle. Was told they wouldn't do anything and it was my fault for not putting the vehicle on a lift or contacting them sooner.I have made numerous attempts to resolve this issue. It has caused major financial inconvenience and drained many hours of free time. The attached documents are a record of the bill of sale, the findings from my mechanic, photos from my mechanic, and my attempts to contact the business via phone.

  Business response

  06/10/2023

  In response to **************** complaint #********
  When ************** first came into our Dealership and before he bought this car he inspected it to his satisfaction. There were defects with this 20-year-old used car, which were disclosed. as far as rust issues. We talked with ************** about the possibility of the frame, floor, and suspension parts being rusted.
  ************** has stated he was having to push hard on the brakes, that is because the car needed new brakes, he signed an acknowledgment that he understood these issues at the time of purchase. (Copy attached) Mr. ***** did come in after the purchase and we explained all this again. He bought the car as is with over ******* miles, of course, he knew about all the issues so there was nothing we could do 

   

  Customer response

  06/12/2023

   
  Better Business Bureau:
  

  I am still not happy with the results of my transaction with car castle. However, they have in writing that these issues were disclosed and I signed off on that. I must have overlooked the document Car Castle presented while making this purchase. I will say that they didn't make the issues apparent other than the document I signed. The document was also never explained to me. I would advise anyone making a purchase at Car Castle to be very careful inspecting the vehicle and reviewing any documents they want you to sign. 

  With all that said, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold a car that was over heating. I called right away they told me to bring it back in. Then told me it was all my fault even though it happened as we were driving home. They then told me they replaced the thermostat, temperature sensor, spark plugs and ignition coil. Come to find they replaced 1 spark plug and 1 coil. They never replaced the thermostat. I now have to replace the whole engine.

  Business response

  05/24/2023

  When *************** bought her 12-year-old used car, she knew it had some problems, as far as the Dealership replacing a senor or spark plugs or anything else if this happened it was only a courtesy to her, and not a requirement, as she did buy the car with major engine defects and signed a statement that she understood what she was buying. Now she is demanding we repair the car for her.  We cannot to this. I just check the retail value of this car it came in at $6200.00.

  *************** only paid $4400.00 So she did make a good transaction decision.

  We are not in a position to repair her car. 

  I am requesting this matter be closed.

   

  Customer response

  05/26/2023

   
  Complaint: 20096699
  
  I am rejecting this response because: everything on that paper is a lie. There is not damage to the frame. I was told the vehicle was inspected and there was NOT any major issues. He told me they would NEVER sell a vehicle that needed that much work. And how would a vehicle be worth over **** with major engine problems? This is awful business practice. It was the man's first solo sale and I truly believe he did not disclose all issues. I had said I'm not picky I just need a reliable car. 
  
  Sincerely,
  
  ***************************

  Business response

  06/05/2023

  I am again asking for this case to be closed, I have supplied this information that was agreed upon and signed at the time of purchase.  < ***** is nothing more I can say. 

  Customer response

  06/06/2023

   
  Complaint: 20096699
  
  I am rejecting this response because: I was told over and over again they would never sell a vehicle that wasn't operational. When I brought it back they told me they inspect every vehicle and works NEVER sell a vehicle with engine problems. Now they say they knowingly sold a car like that 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Bought a 2008 ***** Cobalt March 7, 2023 test drove it and pointed out it needed brakes. Dealer assured brakes would be done and I can pick vehicle up next day. Returned to get vehicle and it was making a different type of noise. My brother told them it sound like the control arm, took vehicle to the back, and they did something to stop the noise but not fix it. Day after purchasing the car engine light came on called dealer and no one answered sent me a message saying can I call you later. My response someone needs to call me asap engine light is on, received a message back saying it was ok to bring the car in, at this point they said it was the **** and that they would replace it. Also the car still was making a noise which I had to take the car back again now acknowledging that the control arm need to be replaced. Dealer insisted I could still drive the car until they would be able to fix basically the ordering of the parts, I declined to keep driving the car around to prevent any other problem. Car was kept for about 10 days stating it's taking a little longer than he thought. picks car back up 10 days later drove it for about 4 days and wheel bearings broke on my as I was picking my son up from school now car is not drivable this costed me out of pocket *********************** need of a power steering rack and pin which will cost about another 300 dealer refuse to help with these repairs as I also asked for the title and that the balance due owed to them be $0 and just turn the title over to me. ****** declined offer since he took 400 off already and basically called me poor and that I couldn't afford a new car and that I was ungrateful. I have been patient with this dealer from the beginning and he does not wanna take responsibility of selling me an unreliable vehicle

  Business response

  04/26/2023

  In response to this complaint I would like to point out the fact that when this buyer came in and test drove this car and insisted she wanted a Cobalt we did explain to her about the car needing brakes and tires, we also told her about the rust on the frame and rockers, She still liked that car, When she bought the car she even signed a statement that she understood these things and would have them taken care of later, copy attached.

  We never told her we would fix anything,

  What we did do was allow her to owe some money on the car, "she said she didn't have enough money with her" to pay the full amount. We trusted her to keep her word, that didn't happen, now she has filed this complaint against my company, and she is outright lying about the entire transaction.  

  I know there are people to use the system for their gain, I just didn't expect it to happen to me, she seemed so nice, I guess you just never know who to trust.

  Customer response

  04/27/2023

   
  Complaint: 19971771
  
  I am rejecting this response because: The whole response is not true never saw anything or was told about any repairs needed done to the car. I did not sign anything but a bill of sale. I am not a dishonest person you never stated nothing about the car but the tires and we pointed out to you about the brakes. Every problem that arose we caught it and you supposedly fixed it. Why would I have to owe you money but can afford to get all those repairs you're claiming you told me about. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The car started smoking writhing a hour of me leaving the car place I left the car in **** because I leave in ********,** and took at Uber Monday morning to return the car and they said they would fix it I returned back Thursday to get the car and the car transmission is slipping and they refuse to even exchange the car .

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a **** Ram **** V8 on February 22nd and by February 25th it was not drivable. It was leaking oil everywhere from engine, I had to tow the truck to my house until the mechanic could come get it. My dad call the guy that sold ** the Ram to let him know what had happened. *** told my dad to call him back once we know what problem was. My dad talked to him several times, the sales man said that he was going to *****************. ************ said that no has call yet, my dad keep calling and texting the dealer but no one answered. We made several attempts, not even the owner is calling us to figure out something. I just want them to pay for the repairs and the tow trucks or give us the money back, they sold us a bad car that only lasted 72 hours.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 25th, I traveled down to ******** from *********, ** to purchase a **** Sequoia. After test driving and inspecting the vehicle, I placed an offer of $2,000 on the vehicle ($3,000 was the listed price), as I saw that the vehicle needed some work. After negotiating, we reached an agreement of $3,000 with a free oil change and new brakes on all 4 wheels (approximately $1,000 in parts).Upon arriving back in *********, the brakes (which Car Castle assured me were fine, they had just sat for awhile) began violently grinding. It was at that point that I realized the rear brakes were completely gone and grinding metal on metal. After numerous phone calls with no answer or a generic "let me call you back" with no follow-up, I opted to replace the brakes myself.In an attempt to rectify this situation, I explained and requested that the lower ball joints and wheel hubs be replaced in lieu of the brake and oil job, which was once again met with a "let me check and call you back" on 09/20. Since then, I have attempted to contact Car Castle at least 4 more times, which have all been ignored. The only reason I purchased the vehicle for the price was the inclusion of the above-mentioned maintenance, and I am now seeking restitution.Likewise, the *** informed me that the title has yet to be filed, despite me being told it was filed and paying for it at time of purchase. There was additional cost incurred when the vehicle was taken to ************ to remove the front calipers and prevent a bolt from being stripped.

  Business response

  10/01/2022

  . In answer to Mr. ******* complaint, He did purchase a car from our dealership, a **** ******
  A 17-year-old car. We did agree to an oil change and to check the brakes, but it was also agreed that
  Mr. ****** would need to call and make an appointment. Mr. ****** states that after numerous phone calls with no answer, We are open 10am to 7pm 6 days a week, He choose to replace the brakes himself, rather than making an appointment and affording Car Castel the opportunity to comply with our agreement.
  Now *************** is asking that we replace the lower ball joints and wheel hubs. This was never agreed
  To or even touched upon.
  
  As far as the *** informing *************** that his title was not filed, this is something *************** must pay for and do himself.  If he would check his ********Sale, he will find there are no charges listed for Tax, Title or license plates.
  Plus, if he could not yet an answer at our dealership how could anyone tell him this was filed?
  We always mail the title, by certified mail, to the customer. Mr. ******* title was mailed to him Sept 9, 2022. With TRACKING #**********************

  Customer response

  10/03/2022

   
  Complaint: 18131355
  
  I am rejecting this response because:
  

  As seen on the attached note, Car Castle agreed to replace the brakes and perform an oil change, which again, was the main stipulation for my purchasing of the vehicle.

   

  After many attempts to make contact with Car Castle and avoidant non-answers being provided when I was able to make contact with Car Castle, I opted to change the brakes, as they were nonfunctional.

   

  After the brakes were changed, I again attempted multiple times to contact Car Castle. When I finally reached someone, I informed him of the situation and he said, "Let me check with the mechanic and return your call in 15 minutes." I never received a call.

   

  I would like to resolve this issue by Car Castle either performing a comparable repair (lower ball joints and wheel hub replacements), or compensate me for the parts that they had agreed to replace to begin with and will be seeking further means if the matter is not able to be resolved amicably.

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

  Business response

  10/17/2022

  **************** purchased this car with the understanding we would do an oil change and fix the brakes, I am willing to do what we agreed to, please call for an appointment so we may service the car.  If MR> ****** has already done this work, then our contract id fulfilled. We never agreed to anything else.  As to these attachment **************** has forwarded it is nothing more than lines on paper. I don't know what his is sending.

  Customer response

  10/18/2022

   
  Complaint: 18131355
  
  I am rejecting this response because:

  As stated in previous messages, I stated that the price of the vehicle was too high for the state the vehicle was in. I offered to purchase the vehicle at $2,000, but agreed to purchase the vehicle for $3,000 with maintenance and work included, in this case brakes and an oil change (the parts for the brakes came out to $1,045.47, which is indicated on the "pieces of paper with lines on them"), which was more in line with my initial offer.

   

  As previously stated, the vehicle was deemed too unsafe to drive once I arrived home that evening, and multiple attempts to contact Car Castle were made to arrange a pickup and to have the maintenance performed, none of which were ever answered, as you can see in the call log attached. As such, I was forced to purchase the parts and perform the maintenance myself, which is far from Car Castle "satisfying" their end of the contract.

   

  I am willing to accept a resolution if Car Castle can provide me with the following parts and perform NO labor:

  Driver and passenger OEM Lower Ball Joints (est. $130/ea)

  Driver and passenger OEM Wheel Hub Assembly (est. $151/ea)

   

  The total cost of those parts is just over half the cost of the parts that were required to replace the brakes (est. $562 vs $1,045).

   

  I would be willing to drive down to pick up the parts (along with the title, which showed "not available" on the **** website when I entered the tracking number).

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

  Customer response

  11/29/2022

   
  Complaint: 18131355
  
  I am rejecting this response because:

  Complaint: 18131355
  
  I am rejecting this response because:

  As stated in previous messages, I stated that the price of the vehicle was too high for the state the vehicle was in. I offered to purchase the vehicle at $2,000, but agreed to purchase the vehicle for $3,000 with maintenance and work included, in this case brakes and an oil change (the parts for the brakes came out to $1,045.47, which is indicated on the "pieces of paper with lines on them"), which was more in line with my initial offer.

   

  As previously stated, the vehicle was deemed too unsafe to drive once I arrived home that evening, and multiple attempts to contact Car Castle were made to arrange a pickup and to have the maintenance performed, none of which were ever answered, as you can see in the call log attached. As such, I was forced to purchase the parts and perform the maintenance myself, which is far from Car Castle "satisfying" their end of the contract.

   

  I am willing to accept a resolution if Car Castle can provide me with the following parts and perform NO labor:

  Driver and passenger OEM Lower Ball Joints (est. $130/ea)

  Driver and passenger OEM Wheel Hub Assembly (est. $151/ea)

   

  The total cost of those parts is just over half the cost of the parts that were required to replace the brakes (est. $562 vs $1,045).

   

  I would be willing to drive down to pick up the parts (along with the title, which showed "not available" on the **** website when I entered the tracking number).

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

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

  Business response

  12/03/2022

  /13/ We have already addressed this situation, we told *************** at time of purchase what we would do. *************** chose not to accept and abide by our original agreement.  We can do nothing further with this transaction.  As far as the title It was mailed to *************** on Sept 10th. 2022 The Mail Carrier left notice on Sept 13th and again on Sept 18th.  On Sept 28th the post office shipped the title back to our office. It is here  Mr. ****** is welcome to pick it up any time.

   

   

  ...

  Customer response

  12/05/2022

   
  Complaint: 18131355
  
  I am rejecting this response because:

  Again, the agreement for the purchase of the vehicle was the price paid and approximately $1,200 in labor and parts. Over the course of more than a week, I attempted to contact Car Castle and was ignored or rejected.

   

  The agreement was never fulfilled because it was never honored.

   

  For the title, please mail it to my address of record and provide a tracking number for me as proof, as there has been no noted attempt for delivery from USPS.

   

  If Car Castle chooses not to rectify the situation through providing comparable service and maintenance or through a partial refund, I will be seeking legal recourse.

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

  Business response

  12/16/2022

   don't understand why *************** don't just bring in the car, as agreed on at time of purchase We are willing to honor this agreement.  As for as *************** have the agreed-on work done elsewhere and now asking for something else in its place. We never agreed on this at this time I have nothing more to say about this matter. I can't do more than what I said at time of purchase. 

  Customer response

  12/25/2022

   
  Complaint: 18131355
  
  I am rejecting this response because:

  I attempted for more than a week to make contact with Car Castle to have the work completed. They refused to return my calls, and as the vehicle was in dire need or repair (as the vehicle did not have rear brakes AT ALL), I completed the work myself. 

  Since Car Castle refuses to honor the sales agreement (**** ****** Sequoia with $1,500 worth of maintenance), and Car Castle sent me a title and paperwork for a vehicle that does not match the vehicle that I purchased, I will be consulting with my lawyer for next steps.

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

• Initial Complaint

  09/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a 2006 ***** impala from car castle and *************************** said and wrote on the contract that he will replace broken front windshield and rear breaks and Ive been calling him and hasnt not returned my call and receptionist was very rude when I call I recommend ***** buys a car from them

  Business response

  09/27/2022

  Mr. ****** did purchase a 2007 Chevrolet Impala from our dealership, not a 2006. Yes, we did agree to replace the windshield, and rear brakes. We do not do windshield, but we call in an outside service. In order to do so *************** will have to make the appointment with us like we talked about when he purchased the car. ***** did try calling *************** twice, first time ***** did not make a connection, the 2nd time *************** said he was in another state and could not come in.  We are willing to honor our agreement whenever *************** has time' and the outside windshield company can be here.  As far as someone being rude to him, that is a matter of option and not worthy of discussion. 

   

  So *************** please call us ************ to set this appointment.  Filing a complaint is unnecessary.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I brought a Land Rover 2008 LR2 from castle dealership at ***************************************************. I gave a deposit and returned after 8 days to get the car. I wait more than 4 hours before .. when I start driving the car I realize no breaks and its heating. I called them they said the mechanic will call me . Never called.and after 6 days the car dies on the middle of the street, I called them and I payed Towing truck to bring the car to them. Since August 12 they have the car and they are unable to fixed it because too many problems but they refused to give me my money. Could you help me get my money please? I really need this money to buy an other car. Am a single mom with 2 kids. I have to bring my kids to school, activities, sports , church and work. Etc.please need your help.Thank you.*****

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I bought a car on June 28th from car castle when test drove the car everything seems to be fine. but once i drove the car home the engine light came on and i started hearing noise from underneath the car. I took the car back the next day June 30th. They are just know telling on July 13 that the car is ready. They have had it two weeks. I bought the car from them, and it needed repairs right away. I told them I don't want the car the next day that I bought it they would not take it back. or offer me a exchange on another car. I had put down **** dollars and finance$ *******. the car is a BMWX5 2009. The car is a Lemon

  Business response

  09/19/2022

   

   In response to this claim from Mr. ******, When Mr. ****** bought this car, he signed the bill of sale which showed the car as being a 13-year-old used car with ******* miles. We never represented the car as being anything more.

  Mr. ****** understood, and signed the Bill of Sale, as well as the required Buyers Guide. Then after a few weeks **************** had his car checked out at a new car dealership, who has recommended replacing items of normal wear and tear

  for a used car. **************** seemed very satisfied with the car when he bought it.  

  Business response

  10/01/2022

  I'm sorry You are dissatisfied with your purchase, but it is, and was a used car and used cars are subject to need some work, that is why the cost is must less than a new car, we do not have a back program in place, all sales are as-is, you did sign a state required Buyer's guide at time of purchase then choose to go to a new car dealer for inspections of course they are going to fine "something" they can replace and sell you. 

  We cannot help you with outside merchants.

  Customer response

  10/09/2022

   
  Complaint: 17568648
  
  I am rejecting this response because: 
  
  Sincerely,
  
  ***********************

   

  I cars are subject to need some work but this car needs two Cadillacs converters. The Cadillac converters cost $8,000 and the car cost $10,000.  I did take the car for an inspection at a *** dealership and they found that it need the Cadillac converters. If a car need Cadillac converters, it doesn't matter who inspected. It needs Cadillac converters.. 2 days after I bought the car The engine light kept coming on. I bring the car back to you guys and I told you I did not want this vehicle but you told me you're not buying it back. I left the car there for a week. I was told that there was a part being put in the car that was on recall. I came back to pick up the car. The engine light stayed on. That's when I took it to *** dealership. I bring the car back to you guys the next day after the dealership gave me the inspection report. Still you would not take the car back. I had the car inspected on July 18th. I came back to you guys on July 19th and gave you the report that I received from ***. I also sent you an email with the report and stating that I did not want this vehicle. Isn't there a law that you get a certain amount of time after you purchase a vehicle? That you can bring it back. I was saying that I didn't want this vehicle 48 hours after I purchased it

*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. ↩