Complaints

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:06/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2015 Hyundai Elantra on 2-22-2021 for 14,153.78,I was supposed to have been on a plan to pay the car off in three years.during tax time of 2021 I was supposed to give them 1,500 I gave them 1,000. They told me not to worry about the rest it would be added in towards the end.around Covid I noticed by balance not going down anymore they told me it would when I got closer to paying it off. during Covid I received a call from someone from the company telling me they could put the 500 on the back end I specifically asked if I would be charged any extra he assured me I wouldn’t so I agreed .we are now in 2024 I came in on 5-20-24 asking why my balance is not reflecting the amount I’ve paid for the car.he then tells me I have two more years I disagreed. I pull out my paperwork and look it over I said why do I have two different numbers for the vehicle on two different papers.one has one amount for 14,153.78 if we go by this paper I would be done paying for the car,and another has a amount for 14,947.78 plus additional fees and it states I will be done in 2025. I asked him why do I have what it appears as two contracts. he said I don’t know what to tell u. He then proceeded to say the only person able to fix the issue would be the owner.he told me to come back Friday 5-24-24 I return Friday they state the owner is out of town to return again the following Friday 5-31-24 I return again they state he is still out of town to return in 10 days he will be back .i return again 6-14-24 they state he has returned was busy and didn’t have time to get to me to return again Monday. Monday hasn’t came yet but at this point I feel I am getting the run around. I then asked him for the owners number he refuses to give it to me.i also asked him why couldn’t he go over the numbers with me while I was sitting their he stated it’s a matter for the owner.based off the paperwork he gave me I’ve gave them more money than they’ve given me credit for in they system.

  

  Business Response

  Date: 07/01/2024

  Dear *** ****** *********
  Thank you for allowing us to address your concerns. We have engaged with you both over the phone and in person to discuss the overall situation. During our conversations, we clarified the distinction between the “Buyers Order” and the “Retail Installment Agreement.” The latter outlines the financing terms of the deal. We are pleased to note that you now understand that “Interest” represents the cost of borrowing money over a specified period.
  Upon reviewing your account, we verified the accuracy of the calculations. As a general rule, timely and full payments are essential to avoid extended payment terms and additional interest charges. We extended an offer for a significantly reduced total amount, contingent upon adherence to timely and complete payments. Regrettably, you declined this proposal.
  Respectfully,
  **** ** *****

• Initial Complaint

  Date:01/12/2024

  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.

  This car lot sold me a truck with NO CATALYTIC CONVERTERS. That is against state and FEDERAL LAWS. No ‘AS IS’ warranty covers EMISSIONS. And the saddest part about it is, THEY BLAMED IT ON ***** ****** **** ******** 

  

  Business Response

  Date: 01/12/2024

  Thank you for the opportunity to respond to *** ******* concerns.  Please find attached our form "What Does AS-IS Cash Special Mean?."  You will see that we go above and beyond the normal Buyers Guide "AS-IS" form (which she did sign).  We made this overly simple and non ambiguous so as to be no confusion.  You will see that she initialed each sentence, in addition to signing on this form.  One of the statements clearly states "This vehicle is being sold at a reduced price as it needs repairs."  There is a statement that says "If you can not afford to repair the vehicle that you are buying, you should not buy this vehicle."  We could not have been more clear with her. 

  Customer Answer

  Date: 01/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  PER FEDERAL EPA GUIDELINES YOU CANNOT SELL A VEHICLE FROM A DEALERSHIP TO A CUSTOMER WITHOUT ANY CATALYTIC CONVERTERS. THE ‘AS IS’ LAW THEY ARE USING AS A DEFENSE DOESNT APPLY AND I HAVE FILED A COMPLAINT WITH THE KENTUCKY ATTORNEY GENERAL TO REMOVE THEIR LICENSE. They claim this truck this truck was purchased from ***** ****** **** ******* in this condition and that is A LIE. THEY DO INSPECTIONS ON ALL VEHICLES AND WOULD NOT HAVE NOT PASSED A VEHICLE THAT HAD NO CATALYTIC CONVERTERS. I personally think this is something this CAR DEALER does to recoup extra money. Once again, the as is law does not pertain to catalytic converters. It is against state and federal law to sell any car without emissions. 
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 01/29/2024

  This account has been turned over to our legal department and we are unable to comment on this anymore at this time.

  Thank,

   

  **** *****

   

  Customer Answer

  Date: 01/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I have spoken with the so-called legal department for this business. Information I was given by the manager ****** The registration for this vehicle has been yet to be transferred into my name. And circus auto legal representation, said they are not representing them on this matter. I would like for **** ***** to forward me the information for the proper legal representation. I have also filed a criminal report with the ********** ***** ****** ********** for theft of catalytic converters on the owners of this business. I have contacted ***** ****** **** *******, and they have stated they have no record of this vehicle, and do not know where it came from. They did not sell this vehicle to circus auto. If not forwarded legal information or contacted by the legal department, I will proceed with filing this on record with the ********* ****** *******
  
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 02/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have spoken with the so-called legal department for this business. Information I was given by the manager ****** The registration for this vehicle has been yet to be transferred into my name. And circus auto legal representation, said they are not representing them on this matter. I would like for **** ***** to forward me the information for the proper legal representation. I have also filed a criminal report with the ********** ***** ****** ********** for theft of catalytic converters on the owners of this business. I have contacted ***** ****** **** *******, and they have stated they have no record of this vehicle, and do not know where it came from. They did not sell this vehicle to circus auto. If not forwarded legal information or contacted by the legal department, I will proceed with filing this on record with the ********* ****** *******
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:10/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car from ******* at Circus Auto in 2021, very nice guy & very helpful so thank you *******. I kept having issues with my engine first and I had to return it to them to be fixed 2 times. We finally got the engine situation taken care of. Shortly after the vehicle got totaled (not my fault), we was able to reach a settlement with the insurance company after a huge hassle. I thought they would send the check to me and I pay the auto company, but the insurance company sent them a settlement check for 6-9,000 dollars since the car was being financed. So I’m not sure why I’m being garnished for a vehicle that should’ve been paid for!!!!! It’s been issue after issue with them after I received the keys. So why do I owe $7000 when there was a check sent?

  

  Business Response

  Date: 11/02/2023

  Ms. ****** is mistaken and this account has been turned over to our attorneys for collections.  Therefore, we have been advised to not comment on this matter.

   

  Customer Answer

  Date: 11/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: why don’t y’all have anything to say on this matter? Y’all are messing with MY money, I’m not mistaken about anything. So I would like the contact information to whoever the attorney is, y’all can never give anybody a straight answer. Y’all are dead wrong. Y’all got a check from the settlement so I’m not sure what I’m mistaken about. Unless y’all got the check and kept it. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:08/03/2023

  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.

  On July 7, 2022, I purchased a 2011 GMC Terrain from Circus Auto, which included a 6-month warranty. Unfortunately, starting in December of the same year, I began experiencing consistent issues with the vehicle. Specifically, there is an electrical problem that forces the car into power safety mode, causing a loss of acceleration and leading to complete shutdowns. In some instances, the car eventually restarts after a 5-10 minute delay. The unpredictability of these occurrences has made driving extremely hazardous, endangering myself and other road users.
  
  In response to these issues, I have diligently sought assistance from Circus Auto's service department. Despite multiple attempts spanning over 4 months, the dealership has been unable to resolve the problem, leaving me with a persistently malfunctioning vehicle. This situation is unacceptable given the potential risks involved, as the problem occurs whether driving on local streets or highways.
  
  The situation escalated when the car failed to restart altogether towards the end of January 2023. I had the vehicle towed to Circus Auto for repairs. Regrettably, after receiving the car back in March 2023, the same issue resurfaced within a mere 9 minutes of driving off the lot. This necessitated another tow and additional attempts at repair.
  
  Subsequent visits to the dealership in April and May 2023 also failed to rectify the situation. What's even more concerning is that during one of these visits, I was informed by a representative that my vehicle had been mistakenly documented as a repossession rather than being marked for repairs. This administrative error raises serious questions about the competence and professionalism of the dealership's staff.
  
  Furthermore, during the process of retrieving my car, I was compelled to pay two payments and unspecified additional fees, despite the lack of clarity or documentation regarding the work performed. This further eroded my confidence in Circus Auto's commitment to resolving the issue and conducting business transparently.
  
  Despite my repeated attempts to address these ongoing problems, as of June 2023, my car continues to experience the same issues, leading to further disruptions and distress for my family. At this point, I am left with no choice but to escalate this matter in the hope of achieving a fair resolution.
  
  

  

  Business Response

  Date: 08/30/2023

  This account has been handed over to our attorneys, therefore we are not able to respond.

  Thanks,

  **** *****

  Circus Auto Sales, Inc. 

  Customer Answer

  Date: 09/29/2023

  
  Complaint: ********
  
  I am rejecting this response because: I am writing to address the recent correspondence indicating Circus Auto's decision to cease communication with me, **** ****** *******, following a complaint shared with the Better Business Bureau (BBB). I appreciate your attention to this matter and wish to provide further information.
  
  I have taken the step of filing a complaint with the BBB to ensure a fair and impartial resolution to the concerns I have raised regarding my experience with Circus Auto. I firmly believe that engaging in mediation through the BBB offers an opportunity for both parties to address the issues in a neutral and constructive environment.
  
  The BBB will be representing my interests throughout this process, and I request that all future communication regarding this matter be directed to them at this time. It is my hope that through this mediation process, we can arrive at a resolution that is fair, transparent, and in line with the principles of good business practices.
  
  I trust that Circus Auto will cooperate fully with the BBB in their efforts to facilitate a resolution to this complaint. I remain open to finding a mutually satisfactory resolution and putting this matter behind us. I firmly believe that a resolution reached through mediation is in the best interest of all parties involved.
  
  Thank you for your attention to this important matter, and I look forward to a fair and impartial resolution through the BBB's mediation process
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 10/02/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  In reference to complaint ID .********, , I agree to participate in BBB Mediation.

  Regards,

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

  

  Business Response

  Date: 10/03/2023

  Better Business Bureau:

  This account has been handed over to our attorneys.

  I would like to reject the offer of Mediation for complaint ID *********

  Thank you.

• Initial Complaint

  Date:08/09/2022

  Type:Billing 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.

  Me and my husband purchased a vehicle and the payment had gotten behind. Money was given to bring the account current and ****** with Circus was suppose to report to the credit bureau on August 1st, 2022 that this account is no longer past due. As of today this account is still showing 60 to 89 days past due. I have left multiple messages with ****** and have not received a phone call back. This issue is really ruining my credit and I would like to have this resolved.

  

  Business Response

  Date: 08/24/2022

  BBB,

  Thank you for the opportunity to respond. This matter has been resolved to the satisfaction of the customer.

  **** *****

  President

  Customer Answer

  Date: 08/24/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ********  
  

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