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:12/12/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  My transaction was May 23 and it was for the amount of 15,000 to buy a truck outright and then we got it and now we are in December 2024 and we still do not have a title. We have gotten a hold of Empire motors to try and find out why we have not received our title yet for the truck because we’ve paid it off. We are not getting any response. We have been told that they will get back with us in text messages and they have not contacted us and we’re going on these many months now without any information from them without a title. We finally talked to someone and Eden who owns Empire motors told us that he was gonna get the title mailed out to us already been mailed out actually, and we still have not received it and now he will not respond or answer back any of our calls or text messages..

• Initial Complaint

  Date:10/17/2024

  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.

  I purchased a vehicle for 1500 down and owe 9,000 on September 19 2023 under the impression the car had no issues 9 days later the car broke down and I told the dealer I wanted to return the car but he said he would fix it and if it turned out to be more than coil packs and spark plugs that we would go forward with the return and I now finally got the car back last night October 16th and drove it it still has the same issues as before and now it does not go into reverse or neutral in reverse or neutral the car continues to drive forward and I contacted the dealer and he said he will not return it and that he just fixed it well I have the car and it’s not fixed and now it’s even worse I have a baby that has been in the car both times that the car has messed up I just want to return the car and get my money back and never go back to that dealer.

  Business Response

  Date: 10/19/2024

  The customer came and looked at this particular vehicle 4 times before buying it. The family drove the vehicle and loved it, which is why they bought it. 9 days later they contacted the dealership and said the vehicle was having some minor issues. We told them we would personally pick up the vehicle and take it to the mechanic, and we did. While the mechanic had the vehicle, the customer called every day, 15-25 times asking if it was ready, putting a lot of pressure on the mechanic. At one point, the customer came to the car lot and even said he wasn't really worried about it but that his wife was driving him insane with the situation. The mechanic finished the job, we delivered the vehicle back to the customer, free of charge, in perfect condition. 

  The customer then reached out to us and said he wanted to return the vehicle. The dealership and customer had been texting back and forth and in the middle of the conversation the customer decided to get on google and bash our business, he then got several other people to leave fake reviews, which we are currently taking legal action for. Defamation is no joke! Dealer has proof these are fake reviews that came from customer. After bashing our business on google, taking illegal activity on leaving fake reviews, the customer needs to take action in getting his vehicle fixed in whatever manor his thinks are necessary. Customer stats we will not be returning the vehicle, this is 100% true. 

  Thank You

  Customer Answer

  Date: 10/21/2024

   
  Complaint: ********
  
  I am rejecting this response because: I told the business the night I got the car back that it was unfortunately still broken not repaired. Came back in worse condition. When asking dealer for mechanic shop name or number was told the mechanic speaks no English and still never got the shop name or number also got car back hours after asking for the location or number of said mechanic. Since then I have put my car in the shop mechanic states the car has a bad transmission cost 7,000 to fix it bought the car for 9,000 plus sales tax putting it closer to 10,000 I was sold a broken car and the car is still broken. I would still like to return the car the car is not worth having seeing as it will cost me 7,000 for a new transmission. Also I did not leave a bunch of fake reviews and the dealer began to act rudely after I left my one star review showing with images as well as text how I have been treated and how nothing has been done I still haven’t gotten the license plate or tags from the dealer that he said he was going to take care of 30 plus days ago 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 10/29/2024

  As stated previously, the vehicle was dropped off in perfect condition. As stated previously, we will not be returning the vehicle. We are working on new plates and registration. As stated previously, google along with our attorney are working together for defamation with the google reviews. Thank You.

• Initial Complaint

  Date:08/01/2024

  Type:Sales and Advertising 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 date is now Aug. 1, 2024. I have had my vehicle for 3 months now. By the end of day 1 of receiving this vehicle, the a/c would only work if I was pressing the gas pedal. The check engine light came on, so I took it to **** **** to have a diagnostic ran. Came back that there were a turbo booster issue. I let A**m know this same day and he took note of it, that's all. I kept getting the run around about how to get this fixed. He told me to use my warranty through the company that financed the vehicle. I told him this was an issue straight from the dealer. After, I called my warranty people. They warned me that this was an issue the dealer needed to take care of and they could even redo my loan for a running vehicle that was not about to break down. After multiple back and forth texts, most not responded to on their part, trips to the dealer, and promises, the only thing I have received is an extended temporary tag. I have not even received the registration for this vehicle. I was told to give them a few days to sort the issues and to give me a loaner so mine could be fixed. It's been 2 to 3 weeks with no response until I wrote a review on Google. This is not how good business is to be done. I am so disappointed and exhausted with this. This vehicle was listed at $7,999. The financing was $11,000+ and some change. I also paid $2000 cash for a down payment. The paperwork shows with Tax, Title and the extras that it came up to $10,000 and some change. If I paid $13,000+ where is the remainder of my loan money going when I only need $8,000 not $11,000.

  Business Response

  Date: 08/07/2024

  Vehicle: Attached are all text messages with proof we pretty much BEGGED ******** to bring the vehicle, and EVERYTHING would be fixed free of charge. We did not have a loaner at that time, and that's when she got upset. We don't know anyone else that would decline FREE repairs that will be costly to the dealer knowing you signed an as-is no warranty. She bashed us on google. Shes complaining to BBB now and attached are text messages between dealer and customer and you will see we BEGGED this lady to let us fix her car, but we can't make her.

  Registration: Her plates and registration will be mailed out 08/08/2024. Everyone in Kentucky knows that the DMV's in Jefferson County have been a complete mess since the KAVIS update in January.

  Financing: You have all the paperwork and the contract. It breaks down everything to the penny. The finance company that approved you gave you what's called an "interest rate" based on your credit history. If a vehicle is $7995.00, and you are financing, you will obviously pay more than $7995.00. Banks don't give out money for free. 

  Conclusion: You cannot make this customer happy. We told her to bring the car over 6 times, and she refuses, yet is complaining her car is having issues. Plates and registration will be mailed tomorrow 08/08/2024. Financing was described to customer. Text message proof has been attached. We consider this resolved!

   

  Customer Answer

  Date: 08/07/2024

  
  Complaint: ********
  
  I am rejecting this response because: ***** messages that he sent in is not the start of this. I cannot ho without a vehicle. This was my reason for purchasing from him to begin with. I cannot pay for a rental car for weeks while I'm also making payments on this vehicle.  He promised the first time, he would get me a loaner within 2 or 3 days to drive while he worked on my car and didn't get back to me until weeks later. He has no priorities. The 5 star reviews on Google are not real. I didn't bash him on Google. I told exactly what has happened to me. This all dates back to the very day I drove off the lot with this vehicle. March 27th was the first time he started to respond back about the issues with this vehicle then he stopped responding and finally responded to a message on July 9th. I've already read a review stating that they took their vehicle to be fixed and nothing was fixed. I have to get back and forth to work everyday. But if I drive for more than 45 min straight it runs hot every time, with no a/c if my foot isn't consistently pushing the gas pedal. I have no other form of transportation. I am ashamed that I've been used this way and no one is taking accountability for it. I was scammed into a vehicle that didn't match the like new tag from the images online. I don't know what else to do at this point.
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 08/12/2024

  As stated before, text message proof was sent of dealer BEGGING to let us fix car free of charge to customer. Customer never showed up nor made an effort to drop the car off and have it fixed, for FREE.

  However, she is putting all her effort into BBB and Google Reviews, when the same energy could be used to drop the vehicle off and have it fixed free of charge. 

  Thank you! 

  Customer Answer

  Date: 08/12/2024

  
  Complaint: ********
  
  I am rejecting this response because: Like I initially explained, I told **** that I would be happy to have my vehicle fixed. This is my only mode of transportation. **** expressed that he could get me a loaner car within 3 days. I gave him almost 3 weeks to see when he was going to tell me when the loaner was ready so I could drop off my vehicle. Him stating that he agreed to fix my vehicle for free is not appeasing to me because the vehicle should have been in working order before I financed it. So now I'm supposed to be inconvenienced because now he wants to fix it. I don't have a vehicle to get to work or to take my kids to school if I leave my vehicle with them for who knows how long. This is inconceivable. I was told I could have a loaner and that's what I need. Or you can take this vehicle and loan back and I'll go elsewhere to be treated with dignity and fairly. 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:06/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  4/15/24, I purchased a 2018 ******** Pacifica. While test driving, I made **** aware the engine light was on. He said it has bumper 2 bumper 180day warranty if anything needs repaired it’s covered. 4/16/24,advised **** of issues since driving o? the lot. 1.The locks auto unlock every 5 sec, air is not cold, brake pedal shakes, the coolant is empty. I asked **** how to get the issues repaired asap. He responded, "the warranty is a 3rd party BUT I’ll pay for it myself". The same day a large puddle of fluid is under the van, I sent **** a video. 4/17/24, I contacted **** for the process to get repairs asap bc its leaking all over my garage, He didn’t respond. 4/18/24, I stopped by the car lot, I told him Monday would be best to drop o? for repairs that he promised. 4/19/24, contacted him again advising I would like to drop it off that day instead of Monday. He ignored until 4/23/24, said he was out of town, looking through my text. 4/24/24, contacted him again due to his non response. I took the van to ******** & they gave a list of issues such as locks & actuators ne****g repaired. I advised **** I need resolution before 5pm. He responded at 5:04pm "I told u I would fix it u can drop it off”. I dropped it off 4/25/24, 9am. **** said he will keep me updated along the way. I received 0 updates for 6days so I reached out to him 5/1/24-5/6/24 with no responses. **** had the van for 12 days with no updates. 5/7/24, **** said he was in the hospital & "the leak is fixed, what else did u want fixed"? I gave the list again & I need it back 5/9/24. He said it won’t be repaired by 5/9, but I can pick it up & bring it back to get the other issues fixed. I told him NO, because everything should already be fixed. **** said “1.mechanic has to diagnose everything. 2. Parts need ordered. 3. Radiator was the issue. 4. I could have used the warranty.” **** knew he sold a van that needed repairs, promised to fix it & lied about the warranty. Had the van for 12 days & didn’t fix anything!

• Initial Complaint

  Date:09/29/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 my vehicle from Empire Motors 9/14/23. I had my vehicle examined at AAMCO found out on 9/19/23 that the transmission was bad. Contacted the owner Mr. **** he stated that he would repair the vehicle, but he had several different cars ahead of mines and it would take 2-3 weeks for the repair to be completed. I stated that I was in desperate need of my vehicle to get back and forth back to work. I’ve been paying rental fees and can no longer afford to pay these fees. So I stated that AAMCO would be able to fix the repairs sooner. He stated to me that he could not honor my wish for AAMCO to fix my vehicle. I’m asking that he pays the full amount of the repairs/rental fees.

• Initial Complaint

  Date:01/24/2023

  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.

  December 3rd- test drove car and discussed financing options. Informed they offer a 180 day warranty or 6,000 mile warranty (which ever comes first). Additional extended warranty not offered or discussed, GAP insurance offered but I declined. My father witnessed this. Warranty is advertised on website for all purchases vehicles and shows no exclusion for financed vehicles. This warranty played a major factor into my consideration of purchase. -December 5th- Purchased car (11,999, 134,000 miles, 2014 Ford Escape from Empire Motors LCC. Owner: ****. -December 10- First minor repair 1 day -December 13th- notified via phone call from dealer that there was a diagnosed known oil leak not mentioned at the time of purchase, and that he would repair it “without using the warranty” … and that he would just “fix it himself”. Owner acknowledged that I have a warranty with this statement. -December 16th- check engine light came on, autozone diagnosed as replace fuel tank sensor (EVAP system) -December 17th- car was brought to dealership for service. -December 29th- car repair finished. Dealer described the car to be in “perfect” condition to drive via text message. -January 2nd- check engine light back on, notified dealer. Repair not offered. Took car to autozone and diagnosed with fuel tank pressure sensor, code reset by autozone employee and advised that if it comes back on then the car truly needs repair. -January 13th- check engine light back on, notified dealer. No response. Car stalls and breaks down that evening. -January 14th- car towed by dealer to shop for inspection. -January 20th- notified that car would require warranty work and to give the dealer my warranty information to start repair via text message. Dealer acknowledges that I have a warranty with this statement. Told dealer that I did not have any paper work showing proof of my warranty. -January 23- told by dealer I do not in fact have a warranty and that repair would cost 2,600 via text message.

  Business Response

  Date: 02/20/2023

  To whom it may concern
  
  In Reference to customer ******** ***** She purchased a vehicle that was sold AS-IS with No warranty through Empire motors. This customer has paperwork that she signed stating that there are no warranties expressed or implied that are issued through Empire Motors. See attached picture of contract that has her signature. All the warranties that are issued at this dealership are through a 3rd party agency for an optional cost. Additionally this vehicle was financed through a lender that provides a warranty for vehicles financed through them at an additional cost as well. She declined the 3rd party warranty and she has paperwork that she signed stating that she declined this additional warranty at her cost. All the very minor issues that were stated and were resolved on this vehicle by Empire Motors were done in good faith because the vehicle was purchased AS-IS and had happened in a short window from time of purchase so we resolved them at no cost to her. The current issue with the vehicle that unfortunately we cannot cover is due to negligence on the owner and driver of this vehicle. We were informed by the certified 3rd party mechanic shop that this customer drove this vehicle until a major problem occurred. Had this minor issue been resolved prior there would have been a much simpler repair and resolution. When we informed the customer that unfortunately we were not able to cover the expense because of negligence on their part they became irrational and stated they would cover the expense for the repair on the vehicle. At this time they currently have the vehicle repaired and operational in their possession and are hoping to slander Empire Motors integrity based off false allegations and their negligence which lead to this issue in the first place. Thank you and have a blessed day 

  Customer Answer

  Date: 02/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  My paperwork for financing does not show a warranty associated with the financing company. The owner and staff are who stated that I had a free warranty. They kept saying things in the initial oil leak repair such as "we will fix it with without using your warranty". Had I have been aware that there wasn't a warranty after the first major issue shortly after purchase, I would have opted to return the vehicle. Everyone at Empire Motors was under the impression that I had a warranty, thus you can see attached documents of them asking me for my warranty information. They have access to that information and the owner personally did my application for financing. Also, the staff was made aware of the check engine light coming on after the repair (see text messages), in which they did not offer to investigate nor provide me with a rental car during any repair period, nor respond to the check engine light coming back on the day the vehicle broke down. The mechanic also mentioned there was still a major oil leak even after the initial repair, which the mechanic claims he did not do. The owner however did pay for that repair, but I still had an out of pocket cost of $2,700. The car has had to have approximately $5,000 worth of repair.This entire experience has been unfortunate and difficult. Slander applies when false allegations are presented, and that's not what I've done here. I have shared my experience with this company as true to the best of my ability, whether that information benefits me or not. I also don't appreciate the unprofessional name calling in the response. I have been as rational and understanding as I can with this situation. 
  
  Regards,
  
  ******** ****

  Business Response

  Date: 03/01/2023

  ---------- Forwarded message ---------
  ***** ****** ***** ********************* ***** **** *** ** **** ** **** ** ******** *** ******** ********* *** ******************** **********************
  
  To whom it may concern

   

  Empire motors has been more than fair in trying to full fill this customers needs. This Vehicle was sold as-is per the previous email. Any confusion or miss communication about the status of this warranty was solely based off the fact of NO ONE declines the warranty when financing a used vehicle because they are used cars and things happen. Unfortunately in this case the warranty was declined and things happened. We have fulfilled our obligations to this customer. Attached is a screenshot of the last conversation that was had with the customer ******** **** where she clearly states “we will agree to pay for this repair.” Furthermore I have attached a receipt for the additional repair work that was completed, billed, and payed by Empire motors. Again we have gone above and beyond to help this customer within reason but unfortunately there is no pleasing some customers.