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:02/11/2025

  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 am requesting the immediate return of my $1,000 down payment due to the dealership's failure to disclose critical safety defects, which caused my financing to fall through and rendered the contract void. On January 18, 2025, after taking possession of the vehicle, I noticed the seat belt warning light and tire pressure warning light, indicating significant issues. The seat belt defect, in particular, is a serious safety concern. Despite my immediate reports to the dealership on January 21, 2025, the dealership ignored my messages and pressured me to confirm with the bank that the transaction could continue, despite the unresolved defects. After returning the vehicle on January 25, 2025, the dealership claimed the issues were repaired by January 27, 2025. However, due to the dealership’s failure to disclose these defects upfront and the lack of trust in the transaction, I requedted a copy of the safety inspection record, they would not provide.I was not comfortable to proceed with the purchase. Furthermore, I dispute the “I Understand” agreement I was required to sign, which does not address situations where financing is denied due to undisclosed safety defects. Under Kentucky law, the sale is improper because the vehicle did not meet required safety standards. The dealership cannot enforce the down payment forfeiture based on this agreement. Additionally, I was threatened with the dealership's "Company Policy" to convert the purchase into a rental if I refused to complete the transaction, which I consider deceptive and potentially fraudulent. I am requesting the full refund of my $1,000 down payment.

  Business Response

  Date: 03/03/2025

  To Whom It May Concern,

  I am writing in response to complaint #********, filed by *** *******.

  On January 18th, 2025, *** ******* and his wife visited our dealership seeking assistance in securing financing for a newer vehicle. After several hours of diligent work by our Finance Department, we successfully obtained pre-approval for both Mr. and Mrs. *******. They selected a 2021 ********* Trax, which met their needs and fell within the approved financial guidelines. This vehicle was still under factory warranty. After a thorough test drive, they expressed satisfaction with the vehicle and agreed that it suited their requirements.

  At this point, they proceeded with the transaction, reviewing and signing all necessary documents, including state-required forms, dealership contracts, and lending agreements. At no point during the signing process did either Mr. or Mrs. ******* express any concerns regarding the vehicle, even when presented with the dealership’s "We Owe" form. This document specifically asks customers to report any verbal promises made regarding repairs or concerns, both mechanical and cosmetic.

  In the days following the transaction, *** ******* contacted us with concerns regarding the tire pressure monitor light and a "dinging" sound associated with the seatbelt. We promptly offered for them to bring the vehicle in so we could perform a Good Faith inspection. During this time, our area experienced extreme cold weather, with temperatures dropping to single digits and wind chills approaching zero. These conditions can cause tire pressure sensors to misread, and it is common for tire pressure to fluctuate due to the effects of heat generated during driving. Regarding the seatbelt concern, we found no issues with the seatbelts; they were all properly latched, and the only “dinging” sound occurred when a seatbelt was unbuckled while driving or when a heavy object was placed in the front passenger seat while the driver was the only occupant wearing a seatbelt.

  We explained our findings to *** ******* when he came in to pick up the vehicle. Unfortunately, this explanation was not satisfactory to him. *** ******* requested documentation for a repair that was not necessary, as no physical repairs were required. We informed him that the vehicle was in proper working condition and ready for delivery. However, *** ******* declined to finalize the transaction and subsequently contacted the lending institution to cancel the loan.

  While we understand their dissatisfaction, it is important to note that the cancellation of the loan does not absolve them of their financial responsibilities under the signed contract. Since the transaction was not finalized, we were unable to secure payment for the vehicle. As a result, we invoked the terms of the "I Understand" form, which the ******* have referenced in their complaint.

  It is essential to understand that in Kentucky, once a customer has signed contracts and driven a vehicle for multiple days, they cannot simply choose to return the vehicle without financial consequences. The dealership incurs costs and expenses due to such actions, which is why we have the "I Understand" form in place. This form protects us in situations where a customer seeks to take advantage of the vehicle for an extended period without fulfilling their financial obligations.

  I have personally extended an invitation to *** ******* to meet with me and discuss the situation in person. However, he has declined to speak with me directly via phone or in person. Therefore, our position remains unchanged from when the complaint was filed with the Better Business Bureau and the ******** *******.

  Should you require any further clarification or have additional questions, please do not hesitate to contact us.

  Sincerely,
  **** ********
  General Manager/Partner
  Knox Budget Car Sales

  Customer Answer

  Date: 03/03/2025

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

  The vehicle that was sold to us had major safety issues. The seat belt light was coming on saying please buckle while driving. If an accident occured there is no telling if the safety feature would have kicked in. Also the tyre pressure gauge was broken and brought up on the test drive and was told due to weather conditions. When driving it was between 10-12 and with air added did not change. We informed them of the issues on the same day and heard nothing back until Wednesday because yourselves called the bank waiting on the release of the funds. You finally responded and we brought the car in for repair. You then provided us a loaner car they alhad not had maintenance for over 10k and hundreds of days. On returning on Monday, you explained that the seat belt issue was fixed, I asked how and you didn't know and would not provide me any documentation. We then discussed the air pressure issue. Which became a little heated due to you still arguing the weather variance, which we both know at thatvyhe point was not the case and you had changed the tyre. The only time I got up set is when I questioned you on the price and that's when you flew off the handle and became very hostile. Which I apologized several times and there were many witnesses. I proceeded to leave as I felt unsafe when Nick stated take home outside. We requested all the relevant documentation for the safety checks on the car and you would not reply. The reason the back did not did not find the loan always due to the blatant safety concerns of the vehicle. If these were not issues we would be happily driving the vehicle. I understand from both sides it did not work out and I think I fair deal would be for us to pay 350 restocking fee, and for 650 to be returned so we can both put this behind us. Thank you for your time

   

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

  Business Response

  Date: 03/04/2025

  In Response to Complaint ID ********,

  We maintain our position regarding *** *******' complaint. As evident in the pictures provided, both the tire light and the fasten seatbelt notification were active. We acknowledge that the tire light was illuminated, which was common during the extreme weather conditions we experienced that week, with temperatures reaching single digits. The fasten seatbelt notification is a standard safety feature that alerts the driver and passengers if seatbelts are not secured.

  However, it is important to note the discrepancies in *** *******' account. In his initial and subsequent responses, *** ******* mentions the vehicle being "unsafe" and claims that he returned it immediately due to his concerns. Interestingly, the two photos he submitted, taken at different times, show significantly different odometer readings. One photo shows the vehicle's mileage at 58,741 miles, while the other shows 59,267 miles, a difference of 526 miles. This indicates that the vehicle was driven for 526 miles between the time the photos were taken.

  Furthermore, the vehicle was purchased on January 18, 2025, with an odometer reading of 58,612 miles (as shown in the attached photo) and was returned on January 25, 2025, with 59,496 miles (see attached photo), indicating that *** ******* and his wife drove the vehicle for approximately 884 miles over the course of 9 days before deciding to return it.

  According to the terms of our "I Understand" agreement, the customer is responsible for a payment of $450 for the 9 days of use, along with a $350 restocking fee and $442 for the mileage driven. Based on this, the amount still owed to the dealership is approximately $242.

  *** *******' account appears to be inconsistent with the evidence provided, and his own photos indicate that he drove the vehicle for a substantial distance—over 880 miles in just 9 days—despite claiming the vehicle was unsafe. For reference, the average American driver typically covers around 30 miles per day, while *** ******* and his wife averaged 98 miles per day in this "unsafe" vehicle.

  We stand firm in our position on this matter. Please let us know if you have any further questions or require additional clarification.

  Best regards,

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

• Initial Complaint

  Date:06/24/2024

  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.

  Purchase the vehicle 06/10 on the same day I called and emailed about some issues the car has. They stated they would repair it . I drove over an hour twice to have it repair and it still not fix but they want a 500 downpayment on 06/28. I’ve called and ask if that can be waived so I can get the vehicle service in Louisville and actually get it repaired and salesman and general manager keep saying would call back and can’t get no call back .

  Business Response

  Date: 07/08/2024

  To Whom It May Concern: 

  This is written In response to *** ******* complaint to the BBB about her purchase from **** ****** *** ******  This matter has been solved between both parties. *** ******* concern about the headlight was a simple bulb replacement, and the noise she was concerned about being a wheel bearing was just a very simple adjustment.  Her main reason for being upset was that she requested that we do a complete brake job approximately 10 days after sale, and replace a windshield that had a small chip in the corner.  We did inspect her brakes at over 70% life remaining and the windshield chip appeared to be a rock chip post sale.  *** ***** completely understood that she bought a preowned vehicle and that Dealers simply can't replace any part you want for free just because you ask.  If any other information is needed feel free to reach out.

  Thanks, 

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

  General Manager

• Initial Complaint

  Date:12/06/2023

  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.

  On 7/1/23 i purchased a 2020 Chevy trax with 28866 miles on it. i had asked for an electronic key as the key i was given was a dup key. on the way home from dealership i contacted ***** *salesman) to inform check engine light came on. didnt drive it 7/2; 7/3 drove to work, didnt drive it 7/4; 7/5 went to go to work and car didnt start. i had contacted ***** on 7/3 to inform engine overheating msg & engine loosing power, tire low, when he supposedly checked the tires. on 7/13 ***** switched and gave me the loaner car. i was told it was taken to dealer and it was the water pump. i got the trax back on 7/20, drove it 2 days and it didnt start again. i suggested it was something to do with the security system. on 7/24 i was informed i owed them $3000 due to a lein on the vehicle i traded in my 2010 mits endeavor. I apologized and informed i 4got about the loan as it comes out of my check automatically. I asked why i owed them $3000 when i only owe $900 on the loan. asked why cant they just pay off the loan and apply $2100 for down pmt on the car. from then on i was treated like a bill collector. i requested to s/w gen mgr and **** ******. i informed them i cannot pay $600 per month for a car i cannot drive.

  Business Response

  Date: 12/06/2023

  To Whom It May Concern:

  In response to ******* ******* complaint to the BBB.  *** ***** is a previous customer of Knox Budget Car Sales that purchased another vehicle from us approximately 6 months ago.  I have spoken with her multiple times on trying to help assist her problem with the Chevrolet Trax.  This is a 2020 model vehicle with on 28866 miles on it.  A vehicle that is covered under General Motors 5yr/60k mile factory warranty and possibly the 3yr/36k warranty depending on the in service date.  I told *** ***** that the best first option would be to take it to a Chevrolet Dealer, the actual manufacturer of the vehicle.  They have certified technicians to work on her vehicle without voiding any of her existing factory warranties from Chevrolet.  *** ***** has cussed me on several occasions, apologized, then cussed me again. I understand car problems are stressful, but the vehicle needs to be taken to a Chevrolet Dealership Service Department and for an unknown reason she has refused to do so.  I cannot force her 6 months later to take her car somewhere that she does not want to for service.  That is the number one best solution to getting whatever is going on with her 28k mile car fixed.. As far as the other issue with her trade in, yes, *** ***** traded in a vehicle she represented to Knox Budget as free and clear from any liens.  Only for us to find out that the vehicle had a personal lien on it from Ms. Brown.  She did "apologize" however 6months later has not attempted to pay any money whatsoever to make that "mistake" right and assumes it is ok for us as the Dealer lose that money.  If she would take her car to a Chevrolet Dealership, I'm sure they can very easily diagnose the problem and fix her very nice car that she DOES still drive and has for the past 6months.

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

• Initial Complaint

  Date:07/07/2022

  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.

  I have purchased a car with this company. This company pulled my credit report multiply times to seek approval on a purchase for a car. I provided them with full disclosure of my identification and financial responsibility. After several hours being there, they told me I was approved for a car and had me sign multiple documents without full understanding or disclosure. They told me it was routine documents to get the keys to finalize the contract. The company demanded 500 dollars down although my approval stated zero down. They told me that I needed to obtain insurance before getting the keys. After paying for insurance, I returned to the company and they provided me the keys and the car. Two weeks later, I received a text message that the bank will not fund the car and I needed to return the car. This did not make since. The dealership refused to provide me information regarding the situation. I called the bank who told me I was approved but there was a discrepancy on reported income and I needed to speak to the dealer. I called the dealership and spoke with the owner and financial director who was very aggressive and screaming on the phone threatening to call the police if I did not return the car. I asked for copies of my full application, credit report and files. he only sent me a form that I signed that states I will owe restocking fee, miles, per day payment of car if the funding is not approved. I still had questions because I was informed that I was fully approved and was also provided information to switch over title and tags. He did inform me that I would not have to pay that if I returned the car. However, I am out of $385.00 for insurance of a car as well as gas that I put in car. When I had ** ****** call and also speak with him to obtain resolution, he taunted at her and screamed and yelled. I am seeking for a copy of my entire files and removal of all inquiries from credit report and reimbursement of insurance. i am concerned this company is fraud.

  Business Response

  Date: 07/13/2022

  To Whom It May Concern,

  Mr. ****** came to Knox Budget Car Sales in search for a newer vehicle.  He also asked the Dealer to help assist him in acquiring bank financing so that he could do so. Mr. ****** filled out a preapproval credit application with his personal information, along with his living and employment conditions followed by his income.  Unfortunately, Mr. ****** did not list his child support garnishment on the original application in the section where it asked for "garnishments and/or child support from current employee pay".  After obtaining his preapproval the contracts were prepared and sent over to underwriting at the bank for final review to finalize his loan.  It was at that point that the underwriter on the loan noticed that Mr. ****** had a large child support garnishment that was undisclosed on the original application.  Unfortunately, it caused too big of an issue to overcome on his debt to income, and his loan was declined.  It is our goal to try and help all customers obtain financing, however we are not the bank, we are only the Dealer.  We apologize that Mr. ******** loan did not finalize, but it was not in our control.  Let me know if I can be of any further assistance.

   

  Thanks,

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