ComplaintsforOak Motors, Inc.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently got a car from oak motors and its been a complete nightmare since the first payment! I got a car from them on 4/29 a ***** Equinox 2011. The car broke down the next day going to work! I returned the car and they put me in a new car immediately. So on 4/30 Im in a ***** Cruze LT 2014. A week having a different car it overheated. They service the car on 5/09 replaced hose and added antifreeze.. everything was fine for a week and half almost 2 weeks with no problems then overheats again. This time I take pictures n make videos because it shouldnt be doing this so soon. So I get it serviced again on 5/23. This time Im hot and ****** off because they just drove the car and never actually fixed the car they had multiple people drive the car to see if it overheated. All for me to send it in again for a 3rd time on 5/31 because Im losing antifreeze and engine is misfiring. I even had a third party look at it which was a friend. Spoke with service told them everything wrong with the car because ik and worked on cars before so I get ****** when people lie to me! I talked to them today and said they couldnt find a problem so they didnt fix or replace anything. I spoke with sales service and finance! Nobody can accommodate me with a car, nobody can service the issue or even refund me my money back. Ive made each payment on time and allowed them to resolve the situation all for them to tell me my car can be repossessed which is crazy because I havent missed not one payment! Another option was to part ways meaning no refund and it wouldnt go on my credit.. or pay a 250 tow fee to a different lot to not even guarantee they can put into something. To have 2 cars in 30 days and 3 services is unacceptable! Still have 36 months warranty or ****** miles which ever comes first! Engine and transmission is covered so Im confused why service wont do their job! Im still coming out of pocket to get to work still have the car! I jus want a reliable car or money back!

  Business response

  06/07/2024

  Customer originally purchased an Equinox, and due to early service issues, we traded him into a Cruze.  Apparently, customer is unhappy with the Cruze, and complained of it overheating several times.  We had the car towed into service twice only to find out that there was nothing wrong with it. Our ****************** head personally analyzed the car and found nothing wrong with it.  The customer has requested an SUV, but the company is not in a position to offer him a trade for that kind of vehicle.  

  Customer response

  06/07/2024

  They never called me about anything they promised at all. I called them today to find out how i missed a payment when its automated to come out every Friday I havent missed not one payment! Then to be told my car is repossessed without being notified about anything is beyond crazy! They been having my car since last Friday for the THIRD SERVICE!! Not 2nd and I actually loved that car low mileage ran smooth until it started to over heat and misfire. It takes days of driving for the antifreeze to leak out not just 5 miles up the street and back. I go to work and move around with my family as well and once i didnt feel safe driving the car I returned it for service. At this point I would like all money back in return! I never agreed to anything outside service or a different vehicle.. Ive paid the total of 996! That includes the 500 down payment on 4-29 with 118 every week of 5-10, 5-17, 5-24 and 5-31 with and additional 24 dollars for collateral damages.. I never had the car long enough for me to even register the car for plates! I spent my last to get this car they can not be serious! 2 cars and the second car has 3 services less than a month thats a lemon! 

  Customer response

  06/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  They never called me about anything they promised at all. I called them today to find out how i missed a payment when its automated to come out every Friday I havent missed not one payment! Then to be told my car is repossessed without being notified about anything is beyond crazy! They been having my car since last Friday for the THIRD SERVICE!! Not 2nd and I actually loved that car low mileage ran smooth until it started to over heat and misfire. It takes days of driving for the antifreeze to leak out not just 5 miles up the street and back. I go to work and move around with my family as well and once i didnt feel safe driving the car I returned it for service. At this point I would like all money back in return! I never agreed to anything outside service or a different vehicle.. Ive paid the total of 996! That includes the 500 down payment on 4-29 with 118 every week of 5-10, 5-17, 5-24 and 5-31 with and additional 24 dollars for collateral damages.. I never had the car long enough for me to even register the car for plates! I spent my last to get this car they can not be serious! 2 cars and the second car has 3 services less than a month thats a lemon! 
  
  Regards,
  
  *********************

  
  

  Business response

  06/10/2024

  The company has nothing to add to the original response. 

  Customer response

  06/17/2024

  Ive never missed a payment for this vehicle and have confirmation numbers to prove it! They took my route number directly from my bank!! Automatically came out every Friday!! I send my car into service to be fix and they have it for almost a week to repossessed my car while it was being serviced! Nobody reach out to me about anything communication at oak motors business is horrible! All they care about is taking people money!! 

  Customer response

  06/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Ive never missed a payment for this vehicle and have confirmation numbers to prove it! They took my route number directly from my bank!! Automatically came out every Friday!! I send my car into service to be fix and they have it for almost a week to repossessed my car while it was being serviced! Nobody reach out to me about anything communication at oak motors business is horrible! All they care about is taking people money!! 

  See attachments for pymt records
  
  Regards,
  
  *********************

  
  

  Business response

  06/18/2024

  The company has nothing further to add to its response. 

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a complaint with the attorney ************** against oak Motors and they released me out of the contract and said they would not report it to the credit bureaus, they have put it on my Credit as a repo and gave me paperwork stating that this deal never happened.

  Business response

  04/25/2024

  After investigation, it was found that the customer is in default of her original contract, as well as in default of her repair loan, and not paying for her CPC insurance on the vehicle.  Nevertheless, *** explored the option of trading her vehicle for another one, but those negotiations fell through.  *** also decided to offer the Customer a mutual release and take the vehicle back into its inventory, meaning she would not be responsible for the original or subsequent promissory notes going forward.  However, the complainant never signed the mutual release and stopped communicating. Thus, it was reported properly as a repossession. 

  Business response

  04/25/2024

  As soon as I hit "submit" on my last submission, new information came to light.  Apparently she did sign the mutual release later than what was offered to her.  On that basis, it was recoded as "Paid in Full; Zero Balance."

  Customer response

  04/28/2024

  Here is the document from Oak Motors.

  Business response

  05/02/2024

  Yes, the information has been updated with the credit bureau.  

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2012 ********** Outlander Sport SE that I am currently making payments on through ********* and the finance company being, Indiana Finance. As of February 29, 2024 the transmission and drive shaft went out. I was instructed and suggested by my finance manager, *******************************, to send the vehicle to the ********* service department to be diagnosed and possibly worked on. I called the service department and they sent out a tow truck to have my vehicle towed to their location to be looked at. I was also told by *******, that it could possibly be traded because the payoff amount was at a good standing point and once it was diagnosed I could receive a rental until my car was fixed. ********* Service department took about 2 weeks to get the car diagnosed and looked at. On the mean time I went to Enterprise and have been renting out a vehicle for about 3 weeks I. Which I have spent over ***** dollars on. Once the vehicle had been diagnosed and an estimated price had been given the service technician told me I could trade the vehicle in. I even called the sales Manager to start the trade process only to be told I cant because theres too much negative equity on top of needing to put ***** down payment (in which I explained to them was spent on the rental out of my own pocket) and that a down payment was not mentioned for me to trade my current vehicle. I even suggested maybe a new settlement amount due to the transmission and drive shaft going out. But still not good enough on top of the lack of communication and what would be done but hasnt. I am being overcharged for the vehicle and its a 2012 and no one is making any effort to help me come to a resolution.

  Business response

  05/02/2024

  The customer bought the ********** Outlander on June 13, 2022, and at that time it had ****** miles on it.  The car was brought in for service for transmission issues on March 1, 2024 with ******* on it. A day after the car was brought in, the customer was priced for a repair of the transmission but declined to take the services.  The account was delinquent at that time, and it eventually lead to repossession. The repair issues were diagnosed to be the enormous amount of wear and tear associated with the number of miles put on the car since purchase. We are amenable to setting up a payment plan for the deficiency balance. 

  Customer response

  05/02/2024

  Oak Motors never gave me a reason as to why the transmission and drive shaft wen out but instead offered twice by the finance account manager and the service **** manager to trade the vehicle in due to the amount of the vehicle remaining and stated it was at a good point to trade it in. I spoke with a sales manager and was told Id have to put more money down ($2,000) to get a new vehicle meaning trade it in. I was also told Id have to wait to get a rental from ********* until there was a diagnosis which took 2 weeks and ********* dragged their feet on that. I went and got my own rental from **********. I spent $1800 on that rental and that was during the time in which ********* Service Dept had my car and took their time on diagnosing. I have since received a letter stating the vehicle has been sold and havent been told that the vehicle was repossessed. ********* charges way TOO much for their vehicles. In essence, Im looking to get a new vehicle as promised without a down payment. 

  Customer response

  05/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Oak Motors never gave me a reason as to why the transmission and drive shaft wen out but instead offered twice by the finance account manager and the service **** manager to trade the vehicle in due to the amount of the vehicle remaining and stated it was at a good point to trade it in. I spoke with a sales manager and was told Id have to put more money down ($2,000) to get a new vehicle meaning trade it in. I was also told Id have to wait to get a rental from ********* until there was a diagnosis which took 2 weeks and ********* dragged their feet on that. I went and got my own rental from **********. I spent $1800 on that rental and that was during the time in which ********* Service Dept had my car and took their time on diagnosing. I have since received a letter stating the vehicle has been sold and havent been told that the vehicle was repossessed. ********* charges way TOO much for their vehicles. In essence, Im looking to get a new vehicle as promised without a down payment. 
  
  Regards,
  
  *******************************

  
  

  Business response

  06/07/2024

  We don't have any updated information regarding this complaint.  The enormous wear and tear on the vehicle is the most likely reason behind the repair diagnosis, which the customer declined.  We stand ready to enter into a repayment plan. 

  Business response

  06/07/2024

  I responded to this complaint just now in a different thread. 

• Initial Complaint

  03/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this vehicle on January 20, 2024 started having problems with it not long after that I reached out to the sales manager to explain the issues that we were having my wife travel down to ************** the whole time she was smelly exhaust fumes in the vehicle, jerking in multiple directions, and there was fluid leaking so after canceling and to see the vehicle under its warranty, they finally got the vehicle in on February 14 and we received it back on February 20. My wife then traveled back down to ************** on the 22nd and still continuing to smell a very funny odor in the car and on a sidenote, we have told them that there is something wrong with the backup camera, and the radio cuts off and when the radio cuts off it also cuts off the charger to charge your phone. They said that its not their problem, they will not fix it even though it could be an electrical issue so when my wife arrives down to **************, she goes to get her vehicle there next day and her car is starting to shift so she drove it back to her parents and parked it back at her parents' house. Upon checking the vehicle there is still leakage coming from underneath the vehicle and there is no transmission fluid, so the car was drivable because we did not know why the transmission fluid keeps coming out of the car and where it was going the fluid was all over the side of her car, all underneath the side of her car all on top of the engine. The car dealership upon our warranty made it very clear after we had told them that this car has multiple issues, we would like a refund or different car. They denied both. We asked if they would be willing to reimburse us for a car rental, they said they would talk about it with upper management and let us know well my wife had to come home we had no choice but to rent a car. My mother had to help me with her credit card because I was traveling out of state that cost $305.$.99. They told us that they werent paying nothing back on that. It was not their fault to remind you that they told us the first time the car went into the shop that they overlook all their vehicles and that there was nothing wrong with this car now theyre telling me that the CV axle came loose on the transmission is what was causing all the transmission fluid. They said those just come loose well upon researching they do not just come loose. They have to be clamped in. They did not do their job. My wife couldve been seriously injured, or something happened to that car with my children in it. We have been without a car for over a week. They will not give us a rental from there a lot they have been absolutely horrible. They sold us a vehicle. That is not drivable. The car is still in ************** at another mechanic shop. They said that obviously it was under warranty so that would be paid for but the problem that were having is that weve already stressed and so many problems with this car has gone on looked and unnoticed and they did not care to the point where it nearly left my wife stranded twice and weve had to pay out money because of their negligence. As of today March 3rd, I still have no car and no idea what is going on with my car that is still in **************.

  Business response

  03/18/2024

  The Customer did buy in January, and was a previous customer on another car that ended up as a repossession.  They did bring the car into service shortly after purchase, and we did some bushing on the front end. Then the customer took it to **************.  They called IFC and sent numerous emails that the wife's parents were giving them a car and they demanded their down money and their trade back.  They said there was something that was wrong with the car they purchased.  We made contact with them and had the car taken to a repair shop in **************.  The owner of that facility said that the CV axle was in need of replacement.  By then IFC was involved, and this customer did the same exact thing with the first car we sold them.  They kept saying they did not want the car and demanded their money back from the purchase.  At the end of the day, the car was abandoned at the repair shop in **************.  We sent a Repo order to the garage owner in **************, and then we went and got it and paid the shop bill on it.  In summary, the car was abandoned in **************, and we went and picked up our collateral.

  Customer response

  03/18/2024

  We left there because it wasnt drivable and was told to leave buy the service department cuz it wasnt drivable then we said we decided to keep it I have all emialst

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was towed to Oak Motors 1/31. They told me they would not get to my car until 2/8 I called 2/8 and they told me my car was assigned to a tech but no diagnostic yet completed . Feb 9th he told me what the issues were Battery ($326) VVT ($206) Brake booster ($557) oil cooler $(961) all there was another issue ($981) he said that could be covered ($981) if I show proof of oil changes ALL my oil change receipt was in my glove box I told him to get them and he claimed there was only ONE receipt I went to the shop and they dont keep records of oil change Moving forward I agreed to the repairs (3031) Feb 12 they still had not sent the paperwork to Indiana Finance as I was getting a loan for the repairs I was in constant contact with my Acct Manager Feb 14 still nothin They finally sent the paperwork 15 Feb 19 called to see if the parts were ordered Called and spoke with ******** and he said they are waiting g for part Called my account manager told her no update is available She said she will reach out. ******** called me 2 hrs later and said his mistake they have the parts He then told me my car would be ready by Friday 23rd Called Friday around noon and he said it should be ready at the end of the day or he would call Received a call Friday at 5pm he said they had to connect some hoses and top my fluids and car would be ready Monday ******** called Monday at 1 pm and told me while they were working on my ************* g happened and my engine BLEW!! He went on to say since I could not prove the oil changes I was responsible!! How did we get from hoses and fluids to engine failure!!! I have been in contact with Indiana Finance thru the entire situation and I keep getting we are meeting with the director of oak motors for resolution!! Here we are 4 WEEKS later and I have no car!!!! They pushed 1 payment back and I made my payment last week. I feel that since I am a woman they are trying to take advantage!!! The service department associates are very rude

  Business response

  03/04/2024

  Oak Motors has been in contact with the customer and, upon information and belief, she is satisfied with the outcome of the dispute. 

• Initial Complaint

  01/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/15/2024 I dropped my truck off for my appointment for the next business day . My truck had no heat I had already started putting money into it myself. I explained to the service manager what was going on and that its freezing in the truck my grand kids rid with me and I tow cars with it . I was told the next day my hvac wasnt working and it cost ****** I explained I didnt have it . I to had to talk to my account manager. I have no complaints about him what so ever he did all he could do . The problem is I have to pay for the part over a period of time had to pay ************************************ playments and still have no heat the service manager isnt friendly at all . I make my living from the truck explained that I hadnt been able to work because of not having my truck. But and I havent ever been late . Then my oil was changed w/o my consent I had changed my oil 3 to 4 weeks before it went to the shop I use a synthetic blend royal purple . Im going to be with out my truck again for how long I dont know ? Everything is by appointment and its 2 to 3 days before they can look at it . I cant afford to make my payments when Im having use of the truck . One thing is for certain and 2 things for sure they didnt make sure the heat was working before returning back to me . Again my problem isnt with my account manager its with the service department. And the service writer rude. Ive been around cars and have worked at dealerships. So its not like i dont know what Im talking about . Next time you ***** the oil a do date is to be placed in the upper left corner . I had talk to them before this about no air you cant place a car on the late to be sold and not check any of this .

  Business response

  01/30/2024

  This issue is being resolved to the customer's satisfaction as I type this.  The part that was installed last week was faulty, and we are installing a replacement under warranty, and the customer is informed. 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Feb. 03,2023 my brother and I purchased a car, I was the applicant and my brother was co-applicant, the car was $18,500 with a hefty $525.00 a monthand we bwere never late or missed a payment even though we didn't have the car our payments continued. A few weeks after having the car the transmission started acting strange so we get it into the dealership and after three hours the service manager told us the transmission needs replaced and so did the engine in addition to that 12 electronic sensors were gonna have to be replaced. We were told by the service manager they would go ahead and order everything. as it was all covered under warranty few days after that visit I got a customer service "how did we do" I completed this and filled in the comment section and in a few days I got a call from one of the owners, "Tiger" Lies about how they go through, these cars, if that was true then they would have found the problems on mine my car cosmetically was sharp the car new stickered at $44,000, and that is how oak motors does things they don't check them out if it starts and looks okay that's good enough for them All of the oaks vehicles are bought at auction they may spend $5,000 on a car and sell it for $18,000 and don't do anything to them. The owner asked me if I would be satisfied with getting another car at equal value and size, I told him only if I could come out equal to what I had and ***** assured me it would be the same caliber, comparison to what we had. I'm here today because that never happened, I spent four days at that dealership and all the cars I had all of a sudden weren't in my price range, I drove several cars home and it was making me sick when I was told my loan stays the same payments, months on cars that were older and half of what I had,. Oak Motors / Indiana Finance are the same and owned by the same people. How can they have an A+ rating with the BBB is it because they respond promptly, because those resolutions they give are false...

  Business response

  12/15/2023

  The customer originally purchased a Buick, but it was traded out for a GMC Terrain due to service issues related to the Buick as a courtesy to the customer.  Soon after the trade, the account grew delinquent and despite multiple attempts to resolve the issue amicably, the car was repossessed. We actually offered him a mutual release, but he was not interested.  

  Customer response

  12/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  It's obvious that the business doesn't feel like they hold any responsibility in this action, they are omitting truthful , factual information and submitting false information which is dishonest and tragic but that's how they work it's an everyday occurrence and it is how they have the top grade from the Better Business Bureau , I have read the complaints and responses they don't tell the truth. As to my being delinquent is a lie we never missed a payment even though we didn't have a car our $525.00 a month continued. The Buick I purchased was $18,000 it looked good but weeks into having the car we had transmission problems so we had the dealer look at it and it not only needed a new transmission but the engine needed replaced and 12 sensors and there is no way possible that this car was thoroughly checked out before being placed on the lot for $18,000. ***** calls me at home a week later after reading a letter I sent and I knew I had a problem on my hands first off Tiger assures me that they checked the car out, no they didn't he ask me if I would be willing to take a car of same comparison ie... Apples for apples, I spent 4 days at there dealership and the salesman would not let me drive anything that could take the place of my Buick. Something else The finance company who owns the dealership failed to disclose is I during my 4 days there and none of them even came close to matching the Buick, they were 2 to 4 years older and not the caliber of car I purchased  and I was told no matter what car it was my payment and cost would not change, at this point I'm actually sick I knew then they had not intention of honoring there word. If I may go back to the finance *** saying we were delinquent on our payments is the biggest lie we never missed a payment, 10 days after our last payment was made Indiana Finance debits my account for $****** for Insurance that did not include the last vehicle, we had insurance it just didn't specify that vehicle because we had drove so many. and dealing with Indiana finance was very exhausting especially when I realized they were not going to do what they said. Them depting our account for ******in there mind made us delinquent we were never behind on our payments in my mind they created this loophole to justify taking the vehicle, they billed us ****** and that was 19 days after our last payment that is what they are calling delinquent. 
  Regards,
  
  ***************************
  

  Business response

  12/18/2023

  Oak Motors gave this customer several bites at the apple, including a mutual release and/or swapping the car out for a comparable one.  Our collections team spent numerous occasions accommodating the customer's delinquency, our service team spent numerous occasions accommodating the customer's service issues, and even our ownership was personally involved in bringing the relationship to a satisfactory conclusion. We exhausted all of our resources to accommodate this customer, and hopefully he will be satisfied with the continued offer of swapping the vehicle out for a different, but comparable, car, and/or a mutual release. 

  Customer response

  12/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [ProImvide details of why you are not satisfied with this resolution.]
  I'm sorry but if Indiana Finance had any intention of an applicable resolution by doing what they said  we wouldn't be having this conversation. Management made the decision not to offer me a vehicle of equal value and comparison after agreeing to do so believe me I tried they were only interested in smaller, older and in no way equal to what I purchased if I wanted a small compact car I would have bought one I wanted a full size car or equal to it after all they were not lowering the price of the car any my payments were still 525 a month. How I see it I should have made you fix the car , you created it I'm sure that was more money than the finance ** was willing to spend. I should have been allowed to pick my vehicle I picked the car I bought but they wanted to pick my replacement. I don't see anything but monetary compensation. 
  Regards,
  
  ***************************
  

  Business response

  01/09/2024

  We reiterate our willingness to offer a mutual release.  Customer must call in with an email address to which I can forward our mutual release to be signed.  ************

  Customer response

  01/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  I Appreciate you getting back with me, I didn't see any additional information or details related to"Mutual Release" I can better advise once I have been able to review the release. 
  Regards,
  
  ***************************
  

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought a used car from oak motors on ************************ street. I have had the car for a little under six months now. I noticed my car making a funny noise when I drive it so I took it to fire stone for an alignment. Where the gentleman quoted me a price of ***** for repairs such as broken ball joint, suspension, rust removal, springs, and alit of other things that can't not possibly go wrong with a car in a short time period of 6 months. I then contacted oak motors they than said well you did buy a used car. Yes normal wear and tear not a giant death trap. They then told me they will ********* there but I will still be responsible for payment. After selling me a faulty car. This is not right I drive myself to work and my kids to school in this car.

  Business response

  11/28/2023

  Customer purchased in May 2023, and brought it back in June for overheating after driving **** miles.  We installed a radiator and thermostat under warranty.  Customer recently took car to ********* for a rattle in the suspension.  It is of the Company's opinion that ********* over estimated the amount of repairs needed to the vehicle.  She declined ********* and then brought it to us on Friday last week. We are in the process of informing the Customer that we will fix the struts and ball joints under goodwill.  Hopefully that will resolve any outstanding issues.  

• Initial Complaint

  10/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car at oak Motors on 38th St. 86 days after purchasing my car it wouldn't start. I paid 150 to have it towed to dealership it has been there 2 weeks and they have received 2 payments. But I am getting no where getting my car fixed. They said its a transmission relay but they have yet to fix itThen to find out there is a recall and nothing has been done. They refuse to give me a loaner car. But they want their payments on a car in their possession. I'm paying 59 twice a day for uber just to get to from work.

  Business response

  10/13/2023

  Customer is currently in a rental car.  Her car has been on location two weeks, but not in our shop.  It was sent to **** for a wiring issue.  The car was just finished last night and our personnel are actually in route to pick it up at ****.  Customer has been updated every 2 days.  She has been notified that she could pick her car up tonight as long as the ** is good.  Hopefully, this will resolve any outstanding issues. 

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** spent more money then anyone should have to spent while also making car payments. I have had to Uber/Lyft my son to daycare regularly and myself to work , spending hundreds of dollars on top of trying to keep my payments going so they dont harass me about it. The point being- this is not the first time Ive been without my car for 3+ week. I spent much more on rides to work and daycare then I should have. Ive paid more than what the car was worth at time of purchase. The car is now not even worth the amount I owe for it now. And they will not use my warranty to cover engine repair. ??Please see all dates of service below ?? 11/28/2020-******** purchased 2013 ********************* through Oak Motors 1/11/2021-1/14/2021- car wont start, less than 3 months after car purchased through Oak Motors 03/28/2021-Take 5 ******** changed-was told there was oil and coolant mixing, appt made with Oak Motors)04/21/2021- 04/22/2021- ******** brought car to Oak Motors - fixed other things but no evidence of fluids mixing per Oak Motors 07/30/2021- *************** changed)9/17/2021-9/22/2021- Oak Motors - converter bad (first time converter went bad in Kimberlys possession)01/29/2022- **************************** changed)07/20/2022- **************************** changed)10/18/2022-11/29/2022: Oak Motors had Kimberlys car for over a month for catalytic converter, among other things (converter for the 2nd time)12/12/2022- (records missing???) ******** was told oil changed/no records to prove per Oak Motors (Possible missing documents between these dates of service)01/11/2023- Converter (for the 3rd time, no charge since it was the 3rd time)03/2023-Brakes serviced- ******** ***** (no other issues reported)08/19/2023- ******* (oil changed)8/22/2023 (estimated date)- J&F Auto advised ******** -engine shot, serpentine belt shredded, oil/coolant mixing (approx 2 y 4 mo from first mention of possible oil/coolant mix)I just cant afford to keep paying Oak Motors

  Customer response

  10/04/2023

  I was not able to update my first complaint. How should I proceed?

  Customer response

  10/06/2023

  Yea its under warranty and they have lost one of my oil changes which apparently makes my warranty invalid. My warranty is up in November. But I did everything I was supposed to do. They have shady people who were fired in the service area who knew about issues with my car (oil and coolant mixing). Its documented in the service note that I brought it in for that reason and didnt see any issues but now its the reason I am without my car and having to ride share and spend money I dont have back and forth to work and daycare. I dont have a car. They said they would let me out of this loan if i signed a new loan with them. But all the cars they had were know to hve horrible issues at the mileage they were trying to sell it at. So I would end up right back in this situation. All I want to do is let me out of this loan with no strings attached. Ive paid more then the car I worth and with the greater than 500 dollars Ive spent on rides since Ive had this car they wouldnt be losing money. They already made enough off of me. It doesnt make sense for me to have to sign a new loan. I want to just be done so I can figure something else out that will work better for my son and I. We do not get help financially or otherwise. It is just us and I cannot afford to keep having my car back and forth in the shop. I just need this to be done so we can move on and try and get back on our feet. 

  Customer response

  10/10/2023

  Just touching base regarding my last message 

  Business response

  10/30/2023

  The customer brought her car in for service, and it was diagnosed that the car needed a new engine. The car was not under warranty. Therefore, the customer was told she would be responsible for the engine replacement. Our sales department reached out to the customer to see if there was a chance to trade the vehicle in for a different one - rather than make repair.   However, the customer did not find a car she wanted.  She was also offered financing to complete the service.  At the end of the day, customer did not want to take responsibility of the repair, trade or financing.  We stand willing to re-look at these options.  

  Customer response

  10/30/2023

  My car is still under warranty until Nov 2023 per Oak Motors and per my policy documents. I was offered another loan for a car that will also have issues based on my research on all the options they gave me. By signing a new loan, I would be put in a predicament that is the same Im already in. - In a vehicle that will and is know to have engine or other major issues at the mileage they are already at. I do not have the financial capability to keep up with a vehicle that keeps having major issues and breaks down. At this point, Ive paid so much on my old car, I would rather have the engine fixed or just cancel it all together. I have a 4 year old and we have been struggling for months now trying to keep up with ride share costs to daycare and work and back home. I dont think it is fair to sign a new loan for a car that has been having issues since day 1. The car was reported as having an oil/coolant leak when I first got it, now its a blown out problem with absolutely no reason they shouldnt have fixed it when I brought it up. There has been submitted proof of me bringing in my car for repair due to issues with coolant/oil mixing when I went to get an oil change. Oak Motors said they saw no issues. 
  

  My car stopped running originally at 3 months into the loan. And Ive had troubles ever since this was early 2021 almost 3 years and Ive put more money into fixing my car then its worth. 
  

  I should not have to pay for this issue to be resolved. I should not have ti sign a new loan because they want a way to get even more money out of me.

   

  Its a lemon of a car and has had so many repeated and unnecessary issues. All the proof is here. I do not agree with the outcome per Oak Motors. I need this matter resolved for the safety and sanity of my family. My son and I have had to miss doctors appointments, been trapped during times we needed to go to urgent care, bc we cannot afford to ride share to places and we dont have people who can help us like that. 

  Customer response

  10/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  My car is still under warranty until Nov 2023 per Oak Motors and per my policy documents. I was offered another loan for a car that will also have issues based on my research on all the options they gave me. By signing a new loan, I would be put in a predicament that is the same Im already in. - In a vehicle that will and is know to have engine or other major issues at the mileage they are already at. I do not have the financial capability to keep up with a vehicle that keeps having major issues and breaks down. At this point, Ive paid so much on my old car, I would rather have the engine fixed or just cancel it all together. I have a 4 year old and we have been struggling for months now trying to keep up with ride share costs to daycare and work and back home. I dont think it is fair to sign a new loan for a car that has been having issues since day 1. The car was reported as having an oil/coolant leak when I first got it, now its a blown out problem with absolutely no reason they shouldnt have fixed it when I brought it up. There has been submitted proof of me bringing in my car for repair due to issues with coolant/oil mixing when I went to get an oil change. Oak Motors said they saw no issues. 
  
  My car stopped running originally at 3 months into the loan. And Ive had troubles ever since this was early 2021 almost 3 years and Ive put more money into fixing my car then its worth. 
  
  I should not have to pay for this issue to be resolved. I should not have ti sign a new loan because they want a way to get even more money out of me.
  
  Its a lemon of a car and has had so many repeated and unnecessary issues. All the proof is here. I do not agree with the outcome per Oak Motors. I need this matter resolved for the safety and sanity of my family. My son and I have had to miss doctors appointments, been trapped during times we needed to go to urgent care, bc we cannot afford to ride share to places and we dont have people who can help us like that.
  
  Regards,
  
  *******************************
  

  Customer response

  10/30/2023

  How is this a valid response? My car is under warranty and is still not getting fixed? I just dont understand this

  Customer response

  11/09/2023

  This is the warranty information requested

  Customer response

  11/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Please see warranty paperwork attached.
  
  Regards,
  
  *******************************

  
  

  Business response

  11/28/2023

  *******, the Company doesn't have anything to add to the response already submitted.  Although time has gone by, the Company still offers to assess whether or not trading her out of the car into a different car makes sense (would depend on condition of the vehicle), but apparently the Customer does not want to pursue that option. The warranty you sent indicates that in order for items to be covered under warranty, certain obligations are required of the Customer.  For example, the Customer is required to keep current with the car's oil change requirements.  Beyond that, it was determined that the warranty would not cover the issues needing redress at the service center.  If she is willing to consider trading out the vehicle for a different vehicle, I can arrange for those conversations to be had. 
  

   

  *******************

  Corporate Counsel

  Indiana ***************** Corp.,

  ***********************, ***** and

  Oak Motors, Inc.

  Customer response

  11/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Ive outlined everything reflecting my oil changes per the oil change recommendations of my vehicle from oak motors. I have not missed an oil change as I did have it serviced during a missed oil change in which I was told the oil was changed. Now that my warranty is expiring, Oak Motors is trying to force me into another vehicle from them or to accept a loss and continue having this current vehicle affect my credit score which is causing me troubles for getting another car. 
  

  Ive proven to them everything they need to either fix the car or let me out of the loan. They have had my car for multiple months now, this time around, as it is not drivable. I have reached out to both Indiana Finance and Oak Motors.
  

  I have an email from Indiana Finance stating they do not have the power to take me out of a loan and that I need to go through Oak Motors. But now Indiana finance is replying here on the BBB? How does that make sense? 
  

  Ive put money on top of money in this car, since I got the car back in 2020. I should not have to keep paying for a lemon of a car just because they want my money. 
  

  I have a child and we have been using ride shares to daycare and work for months now. I cannot afford to pay for an u workable car and rides to work. 
  

  I did not cause this issue. The oil changes are documented. The service history has been documented. Ive done nothing wrong. 
  

  My warranty is now going to expire and they gave gotten away with leaving me and my 4 year old child stranded with no other option but to do what they want, which is to sign another loan on a vehicle that will most likely have the same issues. 
  

  I do not have the financial capability to take on extra loans for a car that will not work. 
  

  I need someone to help me with this. None of this make sense. Look at the facts. The documents. The service history. Its clear as day. Im getting ripped off. 
  

  Please do not close this case as I have also reached out to the Attorney generals office for assitance. 
  

  I appreciate your time.

   
  Regards,
  
  *******************************

  
  

*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. ↩