Complaints

This profile includes complaints for R&B Car Company South Bend's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  R&B Car Company South Bend

  3811 S Michigan St South Bend, IN 46614-2539

  
• 

  R&B Car Company, Inc.

  2105 N Biomet Dr Warsaw, IN 46582

  
• 

  R&B Car Company South Bend

  7405 Lima Rd Fort Wayne, IN 46818-2172

  

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:04/24/2025

  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.

  Good afternoon I recently purchased a 2012 CTs V from your FT ***** location, I am out of state (**) so I bought it sight unseen, my fault and should have known better. My first question to the salesman was I needed a video and was there any issues with the car, lights on the dash , oil pressure, any issues at all, I was told no and it was good to go so I went and purchased it. I received it about a week later at 3:00am so I couldnt drive it or actually look at it. The next day I drove it and all the struts a blown out which makes it unsafe to drive, tire pressure sensor s are no good, remote start dont work,trunk only opens with the fob,and all kind of odd and ends are missing. I have reached out to the sales manager **** and my salesman ***** with no response. I am not asking for you guys to pay for everything (I already spent $400 of my own money for things missing) but this car has mag ride struts which GM charges almost $3k, I will get them from Rock auto for about $1300 and was reaching out to ***** and **** to see if that can help with that **** but no one answers or replies to text now that they got their $30k. Can someone please give me a call asap ************ ******* *****

  

  Business Response

  Date: 04/26/2025

  This letter is in response to the BBB complaint from ******* ***** please be aware that this car is a 2012 and it was purchased from ******* ***** in ********** why NJ because he was unable tp find this particular model anywhere else in the country .Also we did everything he asked of us including we sent him videos;photos and as much information as possible also made him aware of everthing we knew about the vehicle .He also stated when purchasing it that he was planning on spending around ****** to get the car to perfect condition .He has continually called our stores and used extream foul language and cussed at my manager **** and also his salesman ***** ..He has called them everthing in the book ,yelled over the phone and used extream profanity !!Please be advised that we have no intentions on helping with future repairs .The car was sold as is from our company to him and we did everything that was asked of us. Thank you *** *****  

• Initial Complaint

  Date:04/07/2025

  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.

  Purchased a car service warranty on a vehicle that we had issues with and then traded the vehicle for a different one. Wanted the car dealership to refund us the money for the warranty. They did not give us the whole warranty contract to review prior to signing the contract. They told us we either transfer the warranty to a new vehicle or lose that money. According to the warranty contract only the dealer can refund money for the warranty. The warranty company stated the dealer should have given us the whole contract, not just the first page. We want refunded for the warranty.

  

  Business Response

  Date: 04/16/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience caused by the issues with your car service warranty and the lack of full disclosure of the contract terms at the time of purchase.
  After reviewing your complaint, we understand that you were not provided with the complete warranty contract prior to signing, and you were not informed of all available options regarding the warranty upon trading in your vehicle. This does not meet our standards of customer service, and we are committed to making this right.
  We are processing a full refund for the purchased warranty, as per your request. The refund will be issued to your original payment method within [insert timeframe, e.g., 5-7 business days], and you will receive a confirmation once the transaction is complete. If you have any further questions or do not receive the refund within the specified timeframe, please contact us at ************ for assistance.
  We value your feedback and are taking steps to ensure that all customers receive complete contract details and clear communication in the future. Thank you for your patience and understanding.
  Sincerely,

  R&B Car Company

  Customer Answer

  Date: 04/16/2025

   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.

  
  

  Thank you.

• Initial Complaint

  Date:03/04/2025

  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.

  1/31/25 We bought a 15 **** A8 from R&B. My husband test drove the car it had a few lights on: Air Suspension Fault *********** Assist. We were advised by the salesman they were aware of this issue & a local shop quoted $2k or less to fix it & assured us that it could be fixed. On 2/18 we contacted the **** dealership to schedule service. The service manager asked for the *** & said "oh no if you have already bought the car you need to take it back" he proceeds to tell me **** had this car in for service 2024 & that it cant be repaired ****** will not service the car due to the history. **** told me go to Zoleman Tire to get more history as ******* had purchased the car from their customer due to not being able to fix it. I called *********** advised me that all info was disclosed to R&B when they traded in the A8. I called R&B on 2/18 to discuss. I spoke with manager **** & told him the car cant be repaired & that we would like to return the car & receive a full refund. He took my info & said he would look into it & call me back. Today is 3/4 & I have not heard back from R&B. I did receive 1 call back from ****** the Saleman who sold the car. I explained the whole situation. He was upset & felt I was calling him a liar. I let him know that was not the intention of my call & that I only want resolution to the problem. **** themselves cant fix ********* have advised us that they won't even agree to look at it because it's a liability. We were sold this car under false representation now we are out the money on a car that cant be fixed. We would like to return this car & have our money returned. I left 2 voicemails since my last interaction with ************ has yet to return my call. I followed up & a salesman answered the phone & told me they sell 250/month ****** dont really have time for this but he would be sure to give my info to the manager. This needs to be take seriously. We are out so much money on a car that CANT be repaired when promised it could be.

  

  Business Response

  Date: 03/04/2025

  R&B Car Company sincerely apologizes for the inconvenience youve experienced and for any feeling that your concerns have not been adequately addressed. We understand how frustrating this situation must be for you, and we value your feedback.
  To clarify, the 2015 **** A8 in question was inspected by an independent third-party service garage prior to its sale. R&B Car Company invested nearly $2,000 in repairs to prepare the vehicle for purchase. During this process, the service garage informed us that an additional estimated $2,000 would be required to address the air suspension fault and brake assist issues. This information was fully disclosed to you and your family (the Beldons) at the time of purchase. To accommodate these anticipated repair costs, we discounted the vehicles price accordingly, and an agreement was reached to sell the car to you "as-is."
  We have communicated with you multiple times regarding this matter to ensure transparency. Additionally, during one of our phone conversations, you mentioned that an **** dealership had suggested the possibility of installing an air ride delete kit as a potential solution to resolve the air suspension issue. We want to reiterate that the vehicle remains fixable, and weve aimed to provide all relevant details to support your ownership experience.
  We regret any misunderstanding or dissatisfaction this has caused and are committed to assisting you further. Please feel free to reach out to us directly so we can discuss additional options or support we might provide.
  Thank you for your patience and understanding.
  Sincerely,
  R&B Car Company

  Customer Answer

  Date: 03/04/2025

  I am rejecting this response because it was not entirely honest & there is no offer of resolution other than me reaching out yet again to talk about it. Yes we were told it would not exceed $2000 to repair. That is grossly underestimated. **** did say the only other thing they could think of to POSSIBLY fix it is to remove the entire air ride suspension - which they will not do - because they will not work on this specific car verified by VIN number. This route also devalues the car & cost thousands to do. If the authorized ******************* cant fix it, certainly a third party service garage is not going to be able to fix it either. I would be out thousands of dollars MORE & a car that is still not repaired. ************ could not repair it, so they bought it from their customer. Zoleman told me that & told me that they also advised R&B that they, nor **** could repair it. As far as communicating with me multiple times, that is a bold lie. I received one single return phone call & was yelled at by your salesman accusing me of calling him a liar when all I did was explain the situation to him in full detail & ask for his help since the cost of repair far surpasses what was advised at time of purchase. Beyond that, nobody wanted to discuss this over the phone, & I was blatantly disregarded when I did call & was told that R&B sells 250 cars per month & that you guys dont really have time to talk on the phone if it was not about buying a car. I want to reiterate that **** will not work on this vehicle, & they stated it cannot be fixed, & they are unwilling to do any work at all to this car due to the history. They brought out 2 **** specialists & it was deemed unrepairable. I have received more help from **** than R&B & they have no obligation to me whatsoever. The solution with the most integrity would be to let me return the car for a refund. 
  

  

  Business Response

  Date: 03/12/2025

  Thank you for reaching out regarding your **** purchase from R&B Car Company. We understand your concerns and would like to clarify the situation to ensure we address them properly.
  As disclosed at the time of sale, this vehicle was previously a company salesman car owned by ***************** for over a year. It served as a daily driver for their team and was not sold earlier due to a repair issue requiring specialized software. ****** Tire confirmed that they took the **** to the local **** dealership for service; however, the dealership declined to work on it because the vehicle is over five years old, per their policy. Rest assured, the car is fully repairable and simply requires a service garage equipped with the appropriate software to reprogram and complete the repair.
  At R&B Car Company, we stand by our commitment to transparency and customer satisfaction. We would be happy to assist you by arranging a service appointment at a qualified garage capable of handling the repair. Please let us know how youd like to proceed, and well ensure the process is as smooth as possible for you.
  We apologize for any frustration this has caused and look forward to resolving this matter to your satisfaction. Feel free to contact us directly with any further questions or to schedule the service.
  Sincerely,

  R&B Car Company

  Customer Answer

  Date: 03/17/2025

   I am rejecting this response because:
   RB did say that this was Zolemans personal car, however, that is NOT true. This has all been verified by *******, it was purchased from their customer because it couldnt be fixed. And their tech drove it for a few months to see if he could figure it out. He could not, they then traded it in. It is also untrue that **** declined to work on it due to being over 5 years old. There is no such policy. ******* ************ is the gentleman at **** who handled this entire situation and he would love for RB to call him because what you stated is completely untrue. He will tell you the car cannot be repaired. If you are so committed to transparency and customer satisfaction you would not be arguing back and forth and boldly lying about this entire situation. At this point you need to make it right. I will present 3 scenarios in which I will consider this resolved: 1 - If you are so sure that your qualified garage can fix it, Id like for you to agree to have the bill sent to RB and you pay anything over the $2,000 dollars to have it fixed, and if they cant repair it, i pay nothing. 2 we return the car and you return our money in full. 3 you return half of our money and we keep the car. You have yet to offer ANY helpful solutions or reachout by phone. You have only repeatedly not told the truth and that is very frustrating. Why are you trying so hard to not make this right? You have come up with every excuse you can think of. Fact of the matter is, the car was sold to us under the agreement and understanding it would be 2k or less to fix. Just make it right already. 
  
  

  

  Business Response

  Date: 03/18/2025

  ***************** owned and used this vehicle as a company car for multiple years, maintaining it in-house during that time.  As a business decision, ****** **************** traded the vehicle to R&B Car Company. This was not a purchase of a broken vehicle, but rather a trade of an asset they had utilized and serviced themselves for an extended period.
  Upon receiving the vehicle, R&B Car Company had it inspected and serviced at ***********, where a repair quote of $2,000 was provided. The vehicle was then sold to the buyer, ***** ******, on an "as-is" basis. The price was negotiated with full disclosure of the vehicles condition and the estimated repair costs, all of which were clearly communicated to ***** at the time of sale. We understand you (*******) were not present during this transaction, so you may not have heard these details firsthand.  R&B Car Company sold this vehicle, with full discloser on condition, ESTIMATED repair costs from a 3rd party service garage, AS-IS. 
  We strive for transparency in all our dealings, and the sale reflected the vehicles known condition, agreed upon by the buyer.
  Sincerely,
  R&B Car Company

  Customer Answer

  Date: 03/18/2025

   I am rejecting this response because: R&B continues to lie. I spoke to *** at Zoleman tire. She told me they purchased it from thier customer due to not being able to repair it. **** also acknowledged this. Also, you lied about **** policy there is no such 5 year policy. I have all of this detailed out in phone calls. So I will pursue other avenues. You guys are a disgusting business and your flat out refusal to make this right is appalling. I have been extremely cordial through this entire process. I will be posting reviews everywhere I can, contacting news outlets, and attorney's general for consumer affairs. Selling a vehicle As Is does not mean you get a free pass to lie about the issues, ownership history, and to misleading buyers and not have any responsibility. There are consumer protection laws and contract principles laws that must be followed. And now that all of your lies are in writing, you can't change your story. If you don't want to do anything at all to make this right, that speaks volumes on your business practices. 
  
  

• Initial Complaint

  Date:12/29/2024

  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 October 26, 2024 we entered into a purchase agreement with R&B Car Company for a 2020 Chrysler Pacifica, and traded in our 2014 Buick Enclave, which they have not paid that vehicle off as of this time. We didn't actually take possession of the vehicle until November 5, 2024 due to needing $2600.00 down payment. At the time we took possession of the vehicle, we still had the understanding our financing was good. On December 5, 2024, we was requested to make our 1st car payment to the dealership, and at that time was not told that we had lost our financing. It was not until the dealership called us on December 21, 2024, when the dealership called us for additional information that was needed that they hinted about not having financing. We did not know until we talked to lender ( *********** Auto Finance) the same day that the dealership had resubmitted out credit application not only to *********** but to other lenders on December 11, 2024 with in accurate income information, due to them adding a settlement income that was no longer able to be used as of December 5, 2024. At this time, we are just wanting for R&B Car company to pay off the Buick Enclave, and give us the title to the 2020 Pacifica due to all the mental and emotional stress they have caused us. At the time of purchase, we was told by our salesman, ******, that when ************************ calls us, that we were to lie to them about income, and possession date of taking the car.

  

  Business Response

  Date: 01/02/2025

  Mr. ******* complaint included a copy of the signed purchase order, which clearly outlines the conditions surrounding the completion of the purchase and financing. Directly above the signature lines, the document states that the lien is not complete until all verification steps are completed by the lending institution. If any loan is not finalized for any reason, the customer is required to return the vehicle within 24 hours of notification.During the loan interview process with ***********, Mr. ***** communicated to the bank that he did not agree with the terms of the loan and requested a 60-day delay for the first payment. As a result, *********** informed us that the loan had been rejected due to the customers disagreement with the terms. We promptly informed Mr. ***** of this situation and explained that the loan could only proceed under the original terms. We further advised him that, in order to move forward, he would need to contact *********** directly to agree to the terms and undergo a new interview. At that point, R&B Car Company would need to resubmit the loan application to ***********, as the original loan was voided.Unfortunately, Mr. ***** refused to contact *********** for a follow-up, expressing that he had only inquired about modifying the terms and was not required to call them back. Without his cooperation, R&B Car Company was unable to secure financing for the purchase of the Pacifica.It is important to clarify that there were no issues with Mr. ****** income. The only requests were for proof that his existing auto loan was current, and for him to complete the required welcome and verification call with ***********.We regret that this sale could not be completed and that Mr. ***** was unable to proceed with the purchase of the Chrysler Pacifica. Despite this, R&B Car Company has made multiple attempts to contact Mr. ***** regarding the return of his down payment and the Buick Enclave he traded in.

  Customer Answer

  Date: 01/03/2025

   I am rejecting this response because:  I never once asked for 60 days before 1st payment from the lender.   when I did the phone interview, I asked the lady who conducted the interview if they did 60 days before 1st payment, and she said no they did not, and I said ok that is fine, I was just wanting to know for my own peace of mind.   I had accepted the 30 days for the payment from the day we signed the paperwork.    Also R& B did not try calling me several times as they are trying to state.   The only phone calls I received from them was November, about the 1st payment, and at that time no mention of financing falling thru, and only other phone call I received from the was on December 21, 2024.   And during that call, they still did not mention that financing had not went through,   only to inform me that we needed to provide them more information.   At this point, all we want is for them to pay off the Buick, and send us the title to the pacifica. 
  This was not our fault, the question about payments, should not had affected financing, especially when we was told we was financed from day one back in October 26, 2024.  
  
  

  

  Business Response

  Date: 01/06/2025

  R&B Car Company regrets that the situation with Mr. ***** has not been resolved as he had hoped. Upon completing his interview with ***********, Mr. ***** requested changes to the terms of the loan. As per his request, the paperwork was returned; however, the financing for the Chrysler Pacifica fell through because Mr. ***** did not verify the details of the loan as agreed upon.
  To address the situation, R&B Car Company has made multiple attempts to resolve the issue, including offering the following options to Mr. ****************** and Payoff of the Buick Enclave: This offer was declined by Mr. **************** of the Buick Enclave: Mr. ***** rejected this option, indicating that the vehicle is scheduled for repossession.
  Delivery of the Buick Enclave to His Home: Mr. ***** also declined this offer, stating that the vehicle will be repossessed.
  Despite these efforts, Mr. ***** has rejected all possible solutions offered by R&B Car Company. As a result, we regret that no further steps can be taken until a resolution is reached on his end.
  Please find attached the refund for Mr. ******* down payment on the Chrysler Pacifica.
  We are sorry that this situation has not gone as Mr. ***** had intended, and we remain committed to assisting him in resolving the matter, should he reconsider the options provided.

  Customer Answer

  Date: 01/06/2025

   I am rejecting this response because: I have a letter from *********** stating that the reason we was denied was not because of my phone interview, it was because of credit.   I told them when they called me today ( January 6, 2025)  that because the Buick has not had payments made since October 2024, and is currently 3 months behind, that most likely ******************, which is who the buick is financed thru has put it up for repossession.   I did not reject them delivering the car to me today, I was just expressing my concerns that it could very well be up for repossession from past experience with Westlake Financial.  All I want is for them to be willing to pay off the buick, and return it to my wife, and have it done today.  This is all i want due to all the stress, lies that R & B Car Company has put us thru since end of December.  Due to the stress R & B Car company has put us through,  we went and paid the past due on the buick, just to get out of repossession steps, and have called the dealership and gave them until end of their business day to get the buick to us.  I will be willing to solve this, by having R & B Car Company to give us a check for $2450.00 that will take care of everything on the buick.

   

  
  

  

  Business Response

  Date: 01/13/2025

  It sounds like there was some miscommunication and delays between Mr. ***** and R&B Car Company regarding the purchase and financing of the vehicle. Heres a summary of the situation:

  Mr. ***** initially worked with R&B Car Company and learned from the financing details that his deal was on hold due to a request for a 60-day delay in payment.

  Subsequently, Mr. ***** contacted the dealership, clarified that his Buick Enclave is now in good standing with the finance institution, and expressed his desire to have the vehicle returned.

  R&B Car Company refunded all the money to Mr. ***** and is currently in the process of returning the Buick Enclave to him as requested.

  R&B Car Company has stated that they wish the situation had unfolded more smoothly but were limited in their actions once Mr. ***** put the deal on hold with the bank and did not address the issues directly with them.

  Since Mr. ***** did not agree to the purchase and finance terms, the situation could not be fully resolved to his satisfaction at the time.
  It seems that both parties have taken steps to resolve the issue, with R&B Car Company working to return the vehicle and refund the money. However, there appears to be frustration on both sides regarding how the situation developed.

   

  Customer Answer

  Date: 01/13/2025

   I am rejecting this response because:  Mr ***** told the phone interview lady that he was fine with the terms,  he ONLY asked if they offered 60 days before 1st payment and when she said no, he said he was fine with it.   

   As of today 1-13-2025 R & B has NOT RETURNED OUR CAR.   They claim it is at some auto auction place in *****, *********   Mrs. ***** has called every one of the auto auction places in *****, ******** and the Buick Enclave is not at a single one of them.  We have been inconvienced for over a week now because of the warsaw store not returning the car.    They have not been working with us to get the car back. The above statement is every excuse they have given us about the Buick Enclave since Saturday January 4, 2025.

    We are to the point that we want compensated for this situation, for not only not having our car returned but for the medical, mental, emotional, financial, physical stress that this car company has put us thru.   
  
  

  
  

  

  Business Response

  Date: 01/13/2025

  Once again we apologize that the getting the buick back to the customer has taken more time than we would have liked.  We would have loved to have been able to just fairly purchase the buick from the customer once the financing fell through on our vehicle.  But We were unable to come to an agreeable dollar amount.  I've been told today that the Buick they are needing is to be back to the ****** location tonight 01/13/25 or tomorrow morning.  This is the best information that i personally have and hope that is the case.  

• Initial Complaint

  Date:10/14/2024

  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.

  Hello, I bought a car in June 2024 from R&B Car Company in ***********************. It was sold with one seatbelt that was nearly cut in half and some rusted paint/was in need of body work being done. R&B promised to fix these issues for of charge. As we are now in October neither of those issues has been fixed. We have texted and called ****** the salesman for weeks and keep getting ignored. We have attempted to reach ****, the manager and he refuses to call us back. We spent almost 30k on this car and we feel duped. Selling a car with a safety issue such as the seatbelt issue seems like a huge liability and we would like either the money to fix it or the issues to be resolved as promised ****.

  

  Business Response

  Date: 10/16/2024

  Dear BBB, Thank you for your inquiry regarding the complaint filed by **** **** on complaint. We have investigated the matter thoroughly and have taken steps to resolve the issue to  **** ****'s satisfaction.fixing the seatbelt and the paint work that was in the due bill. We have reached out to **** **** to confirm that the issue has been resolved to their satisfaction. We have attached a copy of our correspondence with **** **** for your review. We value our customers' satisfaction and are committed to providing excellent service. We appreciate the opportunity to address this matter and have taken steps to ensure that similar issues do not occur in the future. Thank you for your attention to this matter. Sincerely, Rick H*****, Manager, R and B Car Company.

  Customer Answer

  Date: 10/17/2024

  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. I appreciate R&B, especially Rick going above and beyond for us to resolve the issues. 

  
  

  Thank you.

• Initial Complaint

  Date:05/17/2024

  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.

  2 weeks after purchasing the span, I've had problems. Car place promise to fix and Declined sending it out to be fixed. It's been sent out ************** just to be returned with the same issues.

  

  Business Response

  Date: 05/20/2024

  Unfortunately with the limited information provided here i was unable to find a ******************************* by name in our system.  If the vin was provided or possible other names that this vehicle might be contracted under, i could provide a response.

  Customer Answer

  Date: 05/20/2024

  The name the van is under is *************************** and *************************;

  

  Business Response

  Date: 05/29/2024

  We are sorry for any inconvenience that you have experienced. Sorry to hear that the Chrysler did not meet your expectations.We strive to ensure every customer is happy with their purchase, and it's clear the Pacifica hasn't lived up to this promise in your case.R&B has worked closely with ******** on any issues she has experienced with the Pacifica.R&B has helped with getting ******** claims covered on ******** behalf, as well helped financially participating in the repair costs previously.Trading the van for something different is an option that has been worked on before, and unfortunately not able to come to agreement with ******************* the van was purchased May of 2023, miles have been added to the vehicle, the value has depreciated.******** has stated she wants the full amount she financed back as trade.******** when purchasing the van, financing included purchase price, Taxes, Title fees, Bank fees, as well as the Service Contract, with $0 down payment.Attached you will find records of the Pacifica in question, service records before and after the purchase by ********.You will see the service work covered by and help given by R&B to fix any issues ******** was having.It has been 6 months since hearing from ******** that there were any continued problems.Also, you can see the vehicle was recently in an accident, which can affect used car values, and future mechanical problems.Lastly there is showing the Pacifica was just recently serviced by Chrysler themselves in April. Nothing noted or stated that there were any continued issues. R&B loves its customers and will always try to go above and beyond to help with any issues that occur during or after the sale.If ******** is continuing to have mechanical issues, we would be happy to assist to have the van looked at again by the Manufacturer.To cover again, R&B is happy to take the Pacifica on trade and get the best Market value for it on another vehicle to ********'s liking.

  Customer Answer

  Date: 05/29/2024

  When I spoke with the owner on May,21 he was very rude to me and told me to Shove it. I said that's not very Business appropriate. I did reach out to the Sales guy (****) when It  acted up. And I was told to pull the lever. It's an easy for now And never heard another word from them. Yes they have tried to fix it. I had been asking for them to just do an Even trade, take the Pacifica, and the remaining balance and let me get something different.Sense November of last year. I never heard anything from them about it. **** also Promised to fix my backup camera that has never worked since I bought it. He was fully aware of it and he kept putting it off. Because he wanted to get this other problem. Result first here I am with both problems not resolved. 

  
  
  

  

  Business Response

  Date: 06/11/2024

  R&B Car Company loves its customers and will always try to go above and beyond to help with any issues that occur during or after the sale.  If ******** is continuing to have mechanical issues, we would be happy to assist in scheduling to have that van looked at again by the Manufacturer.  R&B Car Company is happy to take the Pacifica back on trade and get the best Market Value for the Pacifica on another vehicle to ********'s liking. ******** just had the Chrysler serviced at Chrysler, if she is having issues after Chrysler looked at it, ******** should take it back to Chrysler.  R&B Car Company is happy to help scheduling this appointment if she cannot herself.  The attached conversation from ********, was just **** telling her how to get vehicle in to drive to take to service department.  It was not a suggestion on how to fix permanently.  Once again, R&B Car Company is happy to take the Pacifica back on trade toward another vehicle.  ******** is free to reach out to ****, and he will proceed on doing so.

  Thank You,

  R&B Car Company

   

  Customer Answer

  Date: 06/17/2024

   I am rejecting this response because:
  
  I have tried Reaching out to **** as he said to do to get the van in to be looked at and he never answered the phone nor does he call back. I want the van ****** in with no balance left. I gave been going back and fouth with them for over a year now. I asked **** many times about them taking it back they have Drug their feet on it, now want to give me a Trade in with leaving me money to pay left on the van. I don't fell that's right when I didn't even have the van 2 week when I started to have trouble with it 

  

  Business Response

  Date: 06/28/2024

  To Whom It May ********************** Car Company feels bad that ******** is having issues again with her Chrysler Pacifica.  R&B tries it best to help with issues after the sale of their vehicles.  As stated previously, ******** has had her van serviced recently at Chrysler, and now states she is having mechanical issues.  R&B Car Company is happy to inspect or help scheduling her Chrysler for service at the Chrysler dealer she was just at for service.  As also noted, there was no issues reported at this service appt with Chrysler on the Chrysler.  As far as the matter on trading the van back to R&B, R&B Car Company is happy to take the Pacifica back on trade toward another vehicle from R&B.  R&B has recorded phone lines, and have no records of phone calls coming in from ******** or ****** in the last 60 days in records.  This back and forth, is getting worse than ***************** and *********************** debating.  ******** has had this vehicle for over a year now, R&B is happy to give ******** the best trade value possible for this year!

  Thank You,

  R&B Car Company

• Initial Complaint

  Date:12/14/2023

  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.

  About 9 months ago I bought a 2018 f250 and I purchased a warranty for *******. My truck is paid off and I went to the dealership to get a refund after being pro rated on my warranty. I was told it is non refundable. I called the warranty company and they said it is up to the dealership if they want to give it back to me. I have bought two vehicles from them and never had this issue before, nor have I had this issue with any other dealership. This is so wrong!! Please help!! Thank you.

  

  Business Response

  Date: 12/14/2023

  Per the warranty contract he has signed that was provided, the warranty contract is only cancellable within ************************************************************************* Total Loss.  I've spoken to the warranty company personally and requested their notes from the phone call he is referencing to the subject that they told him it was under our discretion, this statement is untrue as here is the notes from the phone call.

  ********************* spoke with ******************** on 12-6-23, he referenced that we told him warranty cancellations are only available within 30 days per the contract.  He wanted to verify if that was correct, they informed him it was.  He then requested a copy of the contract emailed to him, ********************* stayed on the phone until he received the email and then responded with "I will be taking this to my attorney to read" and hung up.

  Customer Answer

  Date: 12/14/2023

   I am rejecting this response because: I just talked to R&B this morning 12-14-23. She did say it is non refundable because its been longer than 30 days. I asked her if I bought my truck from them would I of got this warranty money put over on my deal. She said yes for a ***** transaction fee. So to me this looks like if I buy from them it gets refunded but if I buy from another dealer its non refundable.. very un happy costumer..
  
  
  

  

  Business Response

  Date: 12/15/2023

  Yes, if you trade in and purchase another like kind vehicle with R&B the warranty is transferred over to the other vehicle with a ***** transfer fee.  It is still not able to be canceled though, as it would still be out of the 30 days cancellation window.  But you would retain the remainder of your warranty onto the newer vehicle you purchased.

  Customer Answer

  Date: 12/15/2023

   I am rejecting this response because: I know every dealership I have worked with Ive the last 15 years have always gave me my refund if I traded or paid off early. I also know that this dealership will not refund me this. If ******* means that much to them, then keep it, they know that it will cost more than its worth to take it to court. I do know that I will never buy another auto from this dealership. Im not happy with this but I cant fight big business. Never again with this dealership!! 
  
  
  

• Initial Complaint

  Date:10/27/2023

  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.

  ******************************* the owner of ***** **** where we bought our 2021 *************, has the threatened my life and to *** me because he doesnt like the review I left on all 3 of his companies sites. Heres what I said:We bought a 2021 ************* from **** on 7/6/23. We were told it was accident free, even showed us A CARFAX. Not the Carfax to our vehicle. A few weeks later the collision warning starts going off when there is nothing around the car. Which causes car to brake hard, and almost caused accidents. I texted **** about the is***s and he never responded. So, I take the car to the *** ********** in *************, and they discovered not only has my car been in one wreck, it had been in 3 accidents! Causing major damage to the frame (bent), front crash bar bent and front struts/mouths are damaged. They never fixed this and now its unsafe to drive. Nor did they disclose, per the law, severe frame damage. Matter of fact he lied straight our faces that it had never been in any accidents. *** ********** also saw that our tires are worn completely down. Oh and because of the previous accidents, the radar/sensor is facing down, which is $1,788 to fix and NOT COVERED BY the 5k extended warranty we bought. Not even covered from ***s existing warranty. Total as of now without frame repair, we are looking at 3k to fix everything. Now why would someone get financed for 40k+ and want to shell out more money to make it whole again? The answer is WE WOULDNT HAVE BOUGHT THE ****** It should have been totaled out. So, there is deception, fraud and unfair sales practices going on through this **********. They covered up the true car history to us just to make a big sale. We have contacted an attorney because the condition of this car could have killed our family of 5. Total financed is $47,165.00. We have paid 2 months of on time payments of 837=$1674. Spent 285 for oil change, 3k needed to make car safe to drive thats not covered by our extended warranty we paid 5k for.

  

  Business Response

  Date: 11/03/2023

  To Whom It May *************************              R&B Car Company understands when things go wrong, it is always hard and inconvenient to the customer and their family!  R&B Car is sorry to hear that ******* has had issues with your *** after the purchase.

  
                 ******* had purchased the vehicle in July 2023, and first brought to R&B the attention that she had a service issue in October 2023.  R&B Car Company had advised as it was a dynamic cruise laser adjustment, that it would need to be taken to *********** for that to be looked at.  On Wednesday the 25th ******* had come into R&B Car Company stating she had her car looked at by *** and at that moment informed R&B of her issues.  R&B immediately concerned with  *******'s issues, scheduled a service appointment for Friday the 27th.  As R&B was just as concerned by what ******* was describing as to what the issues she was seeing.  

  
                On Thursday the 26th, ******* started to make online complaints, reviews explaining her issues as well.  R&B Car Company at that point tried to reach out to *******, and she had started to block phone calls from R&B Car Company.  At no point has the owner ******************************* ever spoken with *******, over the phone or in person.  ******* had blocked communication from R&B Car Company with phone.  The only way R&B was able to reach out to ******* was through ******** messenger.  We had expressed concern as well as reminding her we had an appointment to look at the vehicle the next day, 26th.  As well offered to set an appointment while here for service, to meet with and see about trading cars for different, and ******* responded "No Thanks".  And as the day went along on the 25th ******* had created or used multiple social media profiles, and harrased, threatened and made false claims about R&B Car Company and staff.  To continue, ******* continued to send requests to employees' family members on social media.  At this point R&B Car Company is considering filing for a restraining order against *******.

  
  To further go over *******'s concerns, we have attached records.  That includes the *** in question, being inspected at the New Car ****************** 4 days before her purchase from R&B Car Company.  The vehicle was a Carfax 1-Owner, local trade, inspected by *** for resale.  All vehicles sold by R&B Car Company are listed online with attached FREE CARFAX for everyone to see and inspect.  R&B Car Company has no way to alter, switch in any way the Carfax listing, as it also includes the *** to each specific vehicle.  Yes, the carfax showed 2 previous accidents, one in showing Minor and the second lists minor to moderate.  If any frame damage is not listed at all in carfax reporting, as it would, had there been any damage or repair made from these resulting accidents.  Carfax also shows the ********* still has remaining factory warranty coverage until ****** miles or 5 years from 02/24/2021.  

  
                    R&B has been in business for 20 years, has multiple locations, locally owned and operated.  R&B Car Company is vey community involved and believes its customers are its most valuable asset.  In every situation, R&B Car Company has tried to do its best to help resolve customers' issues and concerns.  R&B Car Company does apologize that ******* has had issues with the ***, and feels mistrust towards R&B.  R&B wishes the situation had turned out better for *******, but has been unable to help, as ******* has not been cooperative in trying to better the situation.
  Please see attached, carfax report, warranty information, previous *********** before sale of *** ********** ***** history Guarantee.  We do appreciate your time looking into this matter.

   

  R&B Car Company

• Initial Complaint

  Date:09/19/2023

  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.

  I purchased a 2020 ***** RDX on 10/17/2022 from R&B Car Company in **********. I was told I had a full factory warranty, which was a huge selling point for me. A week or so after I started noticing the navigation/radio was going in and out. I knew I had a warranty so I figured I would take it to an ***** dealer to get it fixed. I finally was able to make it on 8/25/2023 and on 08/28/2023 I got a call from the ***** dealership telling me I did not have a warranty and they could not work on my car because it was ********. When I went back and picked up my car they asked me if I had purchased the car from R&B and I said yes and they continued to tell me that my car has been there before for the same issue and they were informed that the warranty was not good and they could not fix the car. So R&B sold me this car knowing this information and never said anything. I would have not purchased it with a known problem or without the warranty I was promised. on 8/31/2023 went back to R&B to talk to them about this and they would not do anything other than telling me they would give me significantly less money than what I paid. I than informed them that they knew about this because that is what the dealership told me and that my car had been there before. The sales manager just looked at me and said that must have been a different R&B Location. In my eyes they are all the same company and they switch vehicles on the lot all the time, I know this because this is the third vehicle that we have bought from them. I am very disappointed in all of this. In order for me to get the Navigation issue fixed I was told I would need to take it to ******. I did also confirm with ***** that the warranty is voided and R&B would have needed to get a compliance letter and a warranty transfer for it to be valid.

  Customer Answer

  Date: 09/19/2023

  Yes I am looking for a partial refund as the car was sold to me as it had a warranty and it doesn't not.

  

  Business Response

  Date: 09/25/2023

  We are handling this issue internally with the customer at this time. 

  Customer Answer

  Date: 09/28/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  Date:05/15/2023

  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 bought the car December 2022 from ***** car company in ****** ******* through a loan. I asked when I bought the car if it had ever been wrecked, because that was a deal breaker for me. I was told that it had never been wrecked. I looked under the hood of the car on Saturday may 13 2023 and I seen that the car had clear signs that some parts were salvage parts. So I did my own car fax search. The car had been wrecked on October 4th 2020. The car fax stated that the car had disabling damage and was towed. After finding this out my grandpa called them as he is my cosigner. My grandpa explained the situation and included that if we can't come to an agreement he would take legal action. The response from the company was that the car was never wrecked and that they would no longer have that conversation and proceeded to hangup on **. This is information that needs to be disclosed during purchasing and it was not. I will be asking for a refund and I no longer will be doing business with this company.

  

  Business Response

  Date: 05/24/2023

   

  To Whom It May ******************************* and To Whom It May ********************* Car Company is sorry to hear about how you feel with your experience at R&B Car Company.  R&B tries it's best to deliver a good quality product with a great customer experience.  Part of the quality with buying at R&B Car Company is a FREE CARFAX is available and listed on the website for every vehicle that is sold.  Before, during, and after the sale a FREE Carfax can be seen or asked for and given to the customer at any request.  There is no history or information that is hidden or misrepresented in any way, it's a full disclosure.  As well at the time of purchase the customers always have an opportunity to drive, look through, have mechanical inspection completed, before purchasing.  According to the complaint they didn't open their hood until 5 months after purchasing the vehicle.  Once again, R&B Car Company tries it's best to give the customer a great buying experience, which always includes these steps mentioned above.  

  **************** did call into the dealership 5 months after owning the vehicle, R&B tried talking to him to understand his complaint.  He continued to yell, cuss, and threaten with lawyers.  We would be happy to talk with him, phone, come in and sit down, whichever is best for the customer.  R&B Car ******************** would be happy to take the vehicle back on trade, if **************** would like to get a different vehicle?  

  Once again, we are sorry **************** feels he is not happy with the vehicle he purchase, and would be happy to take the vehicle back in on trade.  As well R&B Car Company is happy to sit down and talk with the customer to understand his complaint.  R&B Car Company tries it's best to help the customer before, during, and always after the sale to the best of it's ability.  

   

  R&B Car Company would like to thank you for looking into this matter, and your time involved as well.

   

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

  Management