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:03/31/2025

  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.

  8/1/2024 BOUGHT 2016 BUICK ENCLAVE they failed to 1) provide any WRITTEN statement as to cars problems 2) no car fax 3) failed to disclose a-accidents b- leased/rental car c) bad transmission d) bad power steering e) sold me an extended warranty for 2600 bucks that was explained only had 250 deductible however when i took it for diagnoses told i WAS RESPONSIBLE FOR 50% OF REPAIR COST contract DOESN'T mention any of that solution give me a vehicle that ain't dangerous or give me my money back & they pay off loan actually i'd rather see their state business license suspended/revoked for 10 years thesae people lied & failed to comply with ky consumer protection laws which i included in a certified/receipt requested letter mailed GENERAL MANAGER beginning of month apparently they do IN FACT SCREW PEOPLE OVER i'm not happy & in process of seeking legal counsel via legal aide to assit i have all documents which i don't upload because of hackers have invaded my system i can bring them or mail such don't ask for them via e-mail *** ******* ************

  Business Response

  Date: 04/10/2025

  All vehicles are purchased in "as-is" condition. This was disclosed at time of purchase, with a waiver being signed and agreed to. Extended warranties have different coverages, and if the issues the customer is having were not covered by warranty terms, the customer is responsible for the repairs. All vehicles are machines and are subject to issues from time to time. We have attempted to reach out to ********** to discuss a resolution, but haven't received and answer or call back.

• Initial Complaint

  Date:03/13/2025

  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.

  Inquired about trading my truck in. They kept running my credit trying to get me approved 16 different times! They told my wife they only needed her SSN for employment verification purposes. Her credit also go ran to many times dropping both of our scores! Now I am having to dispute all these inquiries for both of our credit scores. I would never recommend going to this dealership. I also felt as if they were holding onto the keys to my truck until they were done with me.

  Business Response

  Date: 03/20/2025

  When a customer comes into our dealership seeking to purchase a vehicle and and inquires about financing, multiple lenders may be contacted to secure the best possible approval for the customer. It is sometimes required by lenders to perform employment verification using an applicants social security number. These inquiries are standard practice, and we always obtain signature and/or verbal authorization before running credit applications. As for concern regarding vehicle keys, we can assure that we do not withhold customer property. Any delay in returning keys would have been solely related to completing the appraisal process. While we cannot alter credit bureau reports, as a resolution, we are happy to provide any necessary documentation regarding the inquiries. 

  Customer Answer

  Date: 03/20/2025

   
  Complaint: ********
  I am rejecting this response because: When the salesman had asked my wife for her information for employment verification purposes, she was told her credit would not be run and it was just to help myself get approved for a loan for a newer vehicle. Her credit was still ran six times. Now I am having to jump through hoops just to dispute it for her. I used to work at a consumer affairs office while I was active duty and I know more about credit than you think I do. I have also filed business complaints for the military and retired military and their dependants. The manager did talk to me and was eager to get me approved even after I had asked for my keys back and insisted on trading my truck in even though I did not want to trade it in the way he wanted me to. I wasn't comfortable with what he had told me because I had never heard of it before. After I was handed my keys back, I felt as if it was your way of saying we can't get you approved we are done with you. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/05/2025

  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 purchased a vehicle 2022 Buick Enclave, list price of 26,500, during the process of negotiating the sale I was told that $4000 was being taken off for a deal, then I done $2000 down which should have brought the price of the vehicle to $20,500. They actually charged me $29,300 and when I noticed that this had been done I called them within their 72 hour satisfaction guarantee on used vehicles and they said the bank had put these fees onto my vehicle not them. I then immediately contacted the bank which assured me that was the amount sent for total purchase price for vehicle, they also said that I was still within my window to either void the contract or have it rewritten so I returned to the car lot to have this done in which they refuse to make it right.

  Business Response

  Date: 03/06/2025

  ******* ***** purchased a 2022 Buick Enclave from us at an agreed upon price, per which her buyers order states, that she signed and agreed to. When she returned to our dealership expressing concern, it was explained to her that we do different promotional pricing, in which that vehicle was no longer a part of. There were no additional fees, only an elective service contract and GAP insurance, which her buyers orders states, that she signed and agreed to at time of purchase. All vehicles are sold as-is and do not have return options after the contracts are signed and the customer takes delivery. She returned to the dealership demanding to return the car. After we told her no, she stated having issues with her key fob, and requested to have it repaired. To remedy the situation , we agreed to purchase her a new key fob at no cost to her.

  Customer Answer

  Date: 03/18/2025

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

  Good morning,

     I am just now seeing the email received in response to the complaint sent to the BBB. I noticed they said they run different promotions at different times, what kind of promotion adds thousands of dollars onto a price of the vehicle. I was well within my 72 hour satisfaction guarantee window. Fixing a key fob that doesn’t work for a vehicle that they are ultimately making someone pay triple what it’s worth they act like it’s a huge favor. Also, every time I have returned to the car lot there is not 1 person there who can tell me who my sales rep was, so did some random person from the street do this event. Whenever I had showed up that day to get the fob fixed the mechanic said there were other issues wrong with the vehicle that should have been addressed prior to the car being sold.
     I also had stated in the previous one that the financial company had also agreed to rewrite the contract or void it all together and had told me to return the vehicle to the car dealer. The financial company has even stated that they can see almost $10,000 worth of charges that did not have to be put on there.
     At the end of the day they know as well as I do that they ripped me off as well as all the other people that have made complaints I keep reading online now that this has happened to me. I went there in good faith, needing a good dependable car to take my husband back and forth to oncology appointments. I have contacted the attorney general’s office. If I was going to pay $40,000 and then $60,000 total after financing I would have went and bought my dream vehicle that is next door to this car lot. Apparently, asking them to make it right is a huge inconvenience. You get customers from word of mouth and beings I go to some pretty big conventions for big name companies like ********* *** ******* to speak this is 1 business I will definitely tell them to stay away from in this area.
  Thank you,
  ******* *****

  
  
  

  Business Response

  Date: 03/20/2025

  ******* ***** purchased a 2022 Buick Enclave from us at an agreed upon price, per which her buyers order states, that she signed and agreed to. When she returned to our dealership expressing concern, it was explained to her that we do different promotional sale pricing, in which that vehicle was no longer a part of, nor was the promotion she inquired about going on any longer. There were no additional fees, only an elective service contract and GAP insurance, which her buyers orders states, that she signed and agreed to at time of purchase. All vehicles are sold as-is and do not have return options after the contracts are signed and the customer takes delivery. She returned to the dealership demanding to return the car. After we told her no, she stated having issues with her key fob, and requested to have it repaired. To remedy the situation, we agreed to purchase her a new key fob at no cost to her.

  Customer Answer

  Date: 03/21/2025

  
  Complaint: ********
  
  I am rejecting this response because: a key fob does not begin to put a dent in what they done. 
  A $20,000 vehicle turned into a $60,000 vehicle. Tripled in price by the time I was done, my fault in this was not sitting there for 3 more hours and reading in detail word for word what was in the financial part and taking the word of this car lot. They did not even inspect the vehicle prior to selling it and sold it to me with recalls. I have also now been told 3 times it’s getting detailed when I go there and it has yet to be touched.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:01/22/2025

  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.

  I2/26/2024 I bought a vehicle from Royal Oaks Chevrolet. And within three weeks I took it back to Royal oaks as it needed an oil change already and they informed me it has a coolant leaks which was a 400 fix. Then the next day my check engine light came on which was this am and onstar told me that an error code p050d and transmission issue and control throttle issue. Royal oaks has blocked me from Facebook messenger they will not take my calls and refuse to have someone call me back and refuses to do anything to fix. Their only suggestion was to trade this car in the resulting in a higher payment and negative equity. I have had this vehichle for less than a month. I haven’t made my first payment or even gotten plates. I do have factory warranties and they are still refusing me saying I have no warranty yet I called Chevrolet warranty and they confirmed all my warranties

  Business Response

  Date: 02/07/2025

  All used vehicles sold are in “as-is” condition. This was disclosed to ******* at time of purchase and she signed the disclosure acknowledging this. When she returned to the dealership, we attempted to come to a fair resolution with her and she became extremely hostile. The manufacturer warranties in place do not cover all repair needs that may arise. She was offered an extended warranty at time of purchase, to which she declined.  Any vehicle is subject to mechanical issues from time to time.

  Customer Answer

  Date: 02/11/2025

  
  Complaint: ********
  
  I am rejecting this response because: Royal oaks stilt haven’t sent me my license plates for my vehichle and I’m assuming they are doing this on purpose due to the issues at hand. I just need some help resolving this matter and I would like my license plates mailed to me as I do not want to go into this dealership after how I was treated and talked to and lied about!  Can someone please address how any of this is professional? Or legal? 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 02/12/2025

  Her license plates were mailed out in the beginning of January. We use the online VITU system to handle all license plates matters directly with the county clerks office. If there was an issue with the plates being delivered, it would be the county clerks office that can issue replacements or recover lost. We do not hold license plates from customers. One of my managers spoke with ******* this morning and explained this to her, resolving the situation.

• Initial Complaint

  Date:01/16/2025

  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.

  On January 15, 2025 I received a scratch-off flyer in the mail from Royal Oaks Chevrolet in Paducah, Kentucky. The mailer was folded in half with their logo on the front and on the back was printed No gimmicks real prizes on the top right corner, 4 circular areas to scratch off, the address in a white box and inside that white box was a red box with a code, and on the bottom a disclaimer/rules. The first, third, and fourth were not winner but the second said winner $7,500 cash. Also on the bottom of the page it stated if you are a winner to call ***** ********* I called and a female answered and said Royal Oaks can you please give me the code in the red box. I gave her the code and she stated that it was a winner and bring your mailer in for the prize along with your id card. So I clarified I won $7,500 in cash and there were no strings attached. She clarified. So I thought about it and the fact I had very little money to spend and that it is a one hour drive from my house. So I decided to call again and another female answered with an asian accent. She clarified I won $7,500. So I drove to Royal Oaks. I walked in and this guy with a long gray beard had us sit at a table and immediately asked for name, address, the flyer, and if we had thought about buying a vehicle. I gave him the information and said no. He then stated that the "big banks" flew him in from Alaska for this event. Once he realized I was not interested in purchasing a car he walked us over to this board that had three sets of numbers on it and stated that our number did not match for the cash prize but did for the scratch off ticket. I told him what do you mean I clarified twice by phone that we had won $7,500 cash. He said no only those three sets of numbers win the cash. He then handed me this scratch off and said scratch 6 boxes only and if all 6 have a money symbol then you win $25,000. I grabbed the card and left crying along with my children who knew we were financially struggling.

  Business Response

  Date: 01/16/2025

  We do a series of prize mailers every year, and they are compliant within the advertising rules in Kentucky.  Unfortunately the customer misunderstood

  which of the prizes she had one.  Everyone who receives one of our flyers wins One of the prizes listed. It clearly states on the mail piece that you must 

  match your confirmation code to the prize board here at our dealership, in order to see which one of the prizes the customer has won.  There is No purchase

  necessary.   

  Customer Answer

  Date: 01/16/2025

  
  Complaint: ********
  
  I am rejecting this response because: this is deceptive advertising with the intent to bring in consumers with what is basically a scam technique. I called twice to verify that I won $7,500 cash and both females said yes that was correct. They did not say you won "a prize!" I live one hour away which I believe I stated both times I called. So if I only thought that it "might" be $7,500 cash do you honestly think I would drag three children and waste gas on a 2 hour round trip drive when I am financially strained as it is. TWO HOUR drive and a waste of gas to be given another ticket that inevitably was not going to be a winner. What you did was deceptive and you can not deny that. I have proof of both of the phone calls, proof i live 1hr hour from Paducah, etc etc. I tried to deal with this outside of getting the attorney general involved. You are taking no accountability for the scam against your consumers so I will proceed forward with this. We have consumer rights in the United States and misleading advertisements with the intent to deceive consumers is not allowed. The FTC has been warning business with these scratch off's that are misleading to gain in person traffic. It is wrong and internally as human beings you should feel guilty for this if nothing else.
  
  Sincerely,
  
  ****** **********

  Business Response

  Date: 01/27/2025

  In response to complaint ********* originally filed on January 15th by ****** **********,
  
  

  The promotional flyers that are sent out are in accordance with the advertising rules of Kentucky.
  
  The mail piece states that the individual confirmation code must match to the prize board at the dealership to confirm which prize was won. Every person who receives a flyer wins one of the prizes, with no purchase necessary, and the odds of each one are listed at the bottom.
  
  Whomever ****** spoke to on the phone confirmed eligibility to win $7500 cash, but only when viewing the prize board at the dealership, as per the flyer, could the actual prize won be confirmed, which in this case, was a lottery ticket.

  
  We reached out to the applicant and offered to reimburse her for the gas she used to make the trip, and she denied it.
  
  I have attached a copy of the flyer in reference.
  
  Thank you.

   

   

  ******* *******
  Royal Oaks Chevrolet
  danielabotello@royaloakschevy.com
  W: (270) 442-6184
  C: (618) 638-7923

  Customer Answer

  Date: 01/27/2025

  
  Complaint: ********  
  I am rejecting this response because it is not appropriate for this situation. No one would make a two hour round trip, put the last of their money in the gas tank, and get their children out in freezing temperatures because they "thought" they were going to win. Had I not called that would be on me but not only did I call but I called twice before I left. What you are doing is a bait and switch tactic to get people into the door, by obviously whatever means necessary. The fact that you take absolutely no accountability when you know exactly what people think is concerning. I was a nurse for 12 years imagine if i allowed you to think one thing but it was totally the opposite and I knew that. Now how would you feel about that? How about after you called me twice and i told you what you wanted to hear. You would not like it and neither would anyone else. This is not the time to be making people think they won just to get them in the door. Everyone is struggling financially and the fact that you have no problem with your employee blatently lying to customers is extremely concerning. To make me believe that I had won $7,500 cash and then offer me a tank of gas is similar to a slap in the face especially when you are struggling financially. I am not being unreasonable especially after I called twice. I am going to do whatever I can to make sure this does not happen to anyone else. You should not be allowes to mail out flyers with the intention to deceive and I would be shocked if the Kentucky Attorney General approved your flyers like you said. You are more or less manipulating customers by purposely deceiving people and making them think they won $7,500 and that is not ok. I don't think the federal trade of commissions would think this is ok either and it goes against the UCC and would be classified I presume as false advertisement.
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:12/10/2024

  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.

  On 11\23\2024 I answered a mailing that was sent to me from royal oak Chevrolet saying that I was the winner of a $5,000 Ticket and they were having a clearance sale and they would give me For my car I was trading in, "The fair market value of what your car was worth the year It was new." That seemed too good to be true so I called them several times to inquire and no one seemed to know Anything about what that flyer said. So I went there And I was serviced by The person who is supposedly running this clearance sale ****** And I said I would like This SUV In your flyer That was $10,000And the payment would be $164 a month Because I was on social security disability And I Only get $1,072 a month That's when he told me that the white SUV I came to look at was sold but he had another 1 and he would bring it up So He ran my credit Said well your credit is Said well your credit is good so you should be fine with this other one I have When I saw it, got it in it I said this is too much! he said its 200$ a month So When we got back to the dealership He assure me that it would be 200$ a month, & bring the title to my suv On Tuesday as they had An adjustment to do. I went to sign the papers &it said $742.99& I told The guy ****** told me $200! So he called ****** back into the office& he Quickly left & I said you told me $200 ****** said I run the bank Everything will be exactly like I said, I said I can't do anything until I speak to my son. ****** said just take it until Tuesday & If you don't just love it Then you can bring it back, I agreed & my son found out it was $41,000 car We were both floored. There is no way that someone In my position Could be approved By any bank For $41,000 with no proof of income! Then they refused to take it back! I was devastated I went back 2 days in a row & The general manager finally Took it back is long as I paid $883 Which I did not have so I had to call my son And borrow the money! He had to pay over the phone I have the receipt

  Business Response

  Date: 12/10/2024

  **** ******** did come in and buy a BMW.  She came back a few days later, stating she couldn't afford the vehicle.  I then traded her back into her original car, and the only money she was out, was the original taxes on the BMW which was $2583.97.  She agreed to everything and signed both sets of paperwork. To further clarify, we pulled the original worksheets to remind her, what exactly she agreed to, we have copies upon request.  We never want to put anyone in a situation that would be hurtful to their finances, thus trading her back into her original car and giving her exactly what she paid for the bmw in return. 

• Initial Complaint

  Date:12/02/2024

  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 11/27/24 I called Royal Oak Chevrolet in Paducah Kentucky and spoke to ***** to get a quote for a key fob for my 2013 Chevrolet equinox. ***** informed me that the fob would cost $140.99. I scheduled the appointment at that time with ***** for Friday, 11/29/24, to have this service done. When I arrived, there was no change in price told to me, they completed the service and the fob, and then informed me that it was $360. I told them that I was told $140, they explained to me that the $140 was for the key fob only not the programming of the key fob. Nothing was ever mentioned about programming of the key fob because I would not have had the service done because I did not have the money. ***** informed me that if I did not pay the invoice that they would be keeping my vehicle. Obviously as a single mother, I had to pay that invoice, even though I did not have the money so I used my rent money. The dealership offered a discount on labor bringing the total down to $225.97, which is still almost $100 over what I was quoted on the phone. I did not know about the mechanic lien laws that they have to have assigned contract to hold a vehicle or put a lien on it. Once I get home, I called back to the dealership and tried to speak to them about what had happened. I contacted the dealership after I got home and they are unwilling to refund the rest of the labor money. I don’t understand how a business can quote you one price and then once you get in there do work without informing you that there was gonna be a price change, and then say they’re going to keep my car if I don’t pay the difference. If they would’ve informed me about the change in price due to the programming, I would not have had the service done that day because I do not have the money for that. I’m seeking to get the remainder of the service fees waived to get my out-of-pocket price down to the $140.99 that I was quoted on Wednesday.

  Business Response

  Date: 12/02/2024

  *** ****** called and asked for the price of the key and fob so both were quoted. Also, the programming of the same was quoted along with the key and fob by the parts department.  At the time of write up and services performed we invoiced the repair order which was the total before tax and any other fees on the repair order.  When at the Cashier window, *** ****** states "she forgot about the programming".  Since the services were rendered, we could not reverse the programming of the fob as requested.  We reduced the programming fee by 50% giving the customer the benefit of the doubt.  The customer paid the invoice and left.  We feel by reducing the programming charge we met the customer in the middle of what what was her mistake and not factoring in the programming of the fob as quoted.  

  We usually cut several keys and program several fobs daily.  Programming key fobs in modern vehicles is required.  When quoting key fob programming it is a standard part of quoting out keys and key fobs.  Older vehicles can be programmed in the vehicle, however, this was not an option after about 2010 for most GM vehicles. 

  Thank you,

• Initial Complaint

  Date:11/18/2024

  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 bought a 2017 ford focus and they did not provide a warranty. I bought it October 23rd. It has broken down and left me stranded. There was a trim missing from the window and some part for the engine, and when I brought it to the shop the transmission started to act up. I haven't even made a payment yet and it has happened 4 times now. They did not inspect this, they did not change the oil, and it has been acting like this the entire time.

  Business Response

  Date: 11/18/2024

  I am sorry *** ******* is having issues with the Used car he purchased recently.  He bought this car and signed our standard AS-IS used car policy.

  I have spoke with *** ******* and offered to purchase the Piece that had fallen off.  Other than that, any and all repairs are the customers responsibility

  Unfortunately cars sold with over 100k miles, may have things that come up that require maintenance or repairs.  We do sell warranties that *** *******

  opted NOT to purchase

• Initial Complaint

  Date:08/29/2024

  Type:Product 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 2021 Toyota Camry 08 27 2024 being told it had minor frame damage but was fixed an passed 110 point inspection got the car home an noticed a big crack in roof an big dent that was not there when looked at car looked at it more an noticed its bondo that cracked from being fixed from a crash or something falling on it an noticed bumpers have both been painted an the high beams on headlights dont work. I was not informed of all of this previous damage I went to speak with manager an he was not interested in even looking at the car an didn't care these people are snakes who sell wrecked cars that have been poorly fixed

  Business Response

  Date: 09/05/2024

  We have been in contact with ***** ***** and resolved everything. We replaced the camry with another vehicle he likes and he is satisfied with the outcome. Thank you. 

  Customer Answer

  Date: 09/06/2024

  
  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.
  
  Sincerely,
  
  ***** ***** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

  Business Response

  Date: 09/10/2024

  Good morning ******

   

  The complaint has been resolved and the customer said he contacted the BBB as well. Can you see on your end that this has been taken care of? Any information is appreciated. Thanks! 

   

  Customer Answer

  Date: 09/10/2024

  
  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.
  
  Sincerely,
   ***** ***** 

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• Initial Complaint

  Date:07/25/2024

  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 June 8th I purchased a used vehicle from Royal Oaks Chevrolet in Paducah Ky. To date I have had possession of my car for less than 3 days. I have a timeline of the last 6 weeks. From: ****** ****** ***************************
  I recently (June 8th) purchased a 2019 pathfinder from Royal Oak’s Chevrolet in Paducah Kentucky.   I have had  horrible luck with this dealership and I’m not really sure there  is anything that can be done from your company but I am running out of ideas.  To date I have had possession of my car for less than 3 days.  I have listed below a timeline of the last 6 weeks.
  
  June 8 2024
  
  Test drive 2019 Nissan pathfinder
  
  Check engine light was on, and I was told it was a faulty gas cap.
  
  During the signing of paperwork, the loan was written with Ruth's name
  being first.  It was supposed to be Sherri as the purchaser and Ruth
  was only a co-signer.
  They told us the bank paperwork would be correct and this was only for
  their inhouse paperwork.
  
  We were told it would be 90 days before a payment was due and it was
  actually 45 days.
  
  We only received a copy of the “retail installment contract” and the
  “Retail order for motor vehicle”
  
  We were told they would double my down payment as they were having a
  sale with traveling salesmen.  I only received credit for the $2000 of
  my deposit, not doubled to $4000.
  
  I was charged for a service contract 24 months/24000 miles, gap waiver
  or gap coverage 72 months and a key replacement fee 24 months.  I have
  requested copies of all of this several times and have not received
  anything.
  
  While we were signing paperwork the car was taken to be washed.  When
  it was returned the check engine light was off.   We were told they
  fixed the problem.
  
  I drove the car home and on Sunday June 9th the check engine light
  came back on.  I tried several different times to readjust the gas cap
  but that did not fix the problem.
  
  I called ***** (the traveling salesman) On Monday June 10, he ask
  me to take it to the local Nissan to have it checked.  I did not do
  that because it would have been an out-of-pocket expense for me.
  
  On June 11th I did take it to ******** and ********** to have the
  computer scanned.  The results were P0017 crankshaft position/camshaft
  position, P0014 exhaust valve timing control. After talking to Keith
  and not being thrilled with the service I was receiving I drove back
  to Royal Oaks.  I was told they would run their own computer checks
  and see what was going on.  They gave me a loaner to drive for a
  couple hours.  I returned to the dealership several hours later after
  not receiving any calls or updates and was told they needed to keep it
  overnight and to drive the loaner home.   I called the dealership
  several times over the next few days and kept being told they were
  working on it.  I was even told by
  ***** *if someone is working on your car for free…. don't hassle
  them". Around noon on Friday June 14th after being told ***** would
  find out what was going on and call me right back) I called and was
  told the traveling salesman had left and would not be back.
  
  Very upset by this, I was able to speak to **** in the service
  department.  He told me that the timing links were messed up and were
  over advanced by at least a second and at 3 seconds the motor would
  lock up. It is an $8,000 repair job that they are trying to get my new
  warranty to cover.  He was waiting on a call back and it may be Monday
  before he knew anything.
  
  I stopped payment on the down payment
  
  Spoke to **** again on June 20th and nothing had been resolved about
  who was going to pay for the repairs.
  
  Received a call from ***** the sales manager, He had received notice
  that I had stopped payment on the check and was calling to tell me
  that was check fraud and they would have me arrested.  I assured him I
  would gladly write a new check when I had my repaired car.   He
  assured me that my car would be repaired at no cost to me either the
  dealership or warranty would cover it.  I did drive back to Paducah to
  deliver another check and also received a letter stating the repairs
  would be covered by someone and it will take approximately one week
  after they are started.
  
  ***** told me via text on June 26th that service was getting started.
  There were several texts back and forth until Friday June 28th when
  ***** suggested it would be best for me to speak to the service
  department.
  
  Spoke with **** and was told the parts had just been ordered on June
  27th.  Spoke with **** again on July 1st and was told the parts were
  in but only one mechanic does this work, and he is off on Sunday and
  Monday.  With the Holiday work may not even start this week.
  
  Spoke with **** again on July 10th and he said the mechanic had been
  pulled off of my job several times to repair traveler's vehicles.
  
  Today I spoke with ****** in the service department because **** is
  out sick.  She checked with the mechanic and called me back.  The
  mechanic stated they may need to order more parts and tools to
  complete the repairs.  I explained how this is totally unacceptable,
  and I have been without my car for 6 weeks.  She offered to have the
  sales manager, ***** call me.  I let her know that ***** stopped
  replying to me weeks ago.  She then said she would have ****, the
  service manager call me.  No one called me back.
  
  It has taken 43 phone calls and 40 texts to get to where I am today.
  Today I was told they hope to have it repaired by the end of the month.    I have made 2 insurance payments and a loan payment but only drove my car less than 3 days since June 8th.  Tuesday marked 6weeks since they have had my car for a 3-day job. I have spoken to the Credit Union where it is
  finance and they cannot help.  I even have the sticker from inside the car window that said they have a 72 hour exchange policy but when I tried to use it was told it doesn't exist. 

  Business Response

  Date: 07/29/2024

  ****** ****** purchased the 2019 Nissan Pathfinder on June 08, 2024. When signing paperwork in our finance office, the finance manager disclosed all information about signer/co-signer, term, days to first payment, down payment, etc. Both the signer and cosigner acknowledged everything and signed. They also agreed to purchase a service contract along with GAP and key replacement. The three day exchange policy is available with our Rock advantage $2,895 maintenance plan but she did not purchase it. After Purchase, the customer stated that the check engine light had turned on. After diagnosis, the service department determined that the vehicle needed $8,000+ worth of repairs. I informed miss ****** that we had to submit a claim to the extended warranty company and wait to see if they would cover the repairs. After finding that the extended warranty would not cover it, we promised to proceed with the repairs and have the company pay for all cost, since it had only been a day since she purchased. We have been working diligently to complete all repairs for her vehicle. While the repairs are being completed we have given her a loaner vehicle from the dealership to use that will be no charge to her. She asked for copies of her extended product contracts and I had the finance manager mail them to her house. Vehicles are mechanical and sometimes they break down; we cannot predict when, or if, anything will happen. We believe in helping our customers to the best of our abilities. With her experiencing a problem one day after purchase we wanted to help tremendously.  This is why we are paying for the repair in full and providing her transportation in the meantime. We would rather have the vehicle repaired correctly and in a timely manner instead of have the service department rush through it. It just takes time, and in this scenario it has been taking longer than we expected. As soon as the vehicle is repaired fully we will let miss ****** know ASAP.

  Customer Answer

  Date: 08/01/2024

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

   

  this is just a generic reply!  The same reply I have received from the business all along.  7 weeks without my car  is unacceptable .  Why were parts not ordered right away instead of 3 weeks plus into this mess.  I was not offered warranty/ care plan options.  While I agree vehicles break down this car supposedly past an extensive inspection.  But how is that possible when the check engine light was on the day of the test drive and I was lied to about the cause of the light. Most recently I was promised to have my car by the end of July , if not sooner.  Today is August 1st and I still have not heard anything and my calls are not being returned.