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:08/08/2024

  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.

  Bought a 21 ***** equinox august 8 2021 December 2023 I found water had filled up my spare tire well and around the vehicle. We had a lot of rain. By March 2024 I took it in with more water in the car. The took possession of my car March 13 and being under warranty have placed me in a rental at their expense. I was assured they were taking this seriously to prevent mold damage and it was drying out in pieces and with fans in the garage after determining it is a defect in the sun roof that they would need to replace the carpets, sun roof, sunroof motor, roof and sunroof console. It would take 3 weeks. This was 5 and a half months ago. I arrived yesterday to collect paperwork for my registration and a few things. I was surprised to learn those things were still in my car. When he walked me to it, in the parking lot, I was shocked and appalled to find my car in the condition it is in. Mold everywhere, carpets intact all my affects where I left them. The carpet they said needed replacing never taken out and parts strewn about with out a care, roof torn apart. Ive been in a rental for all this time. There is still no estimated time frame for these parts and I just stand here helpless

  

  Business Response

  Date: 08/08/2024

  *******, please understand that we are doing everything possible to get the parts needed to repair your vehicle.  The time that it is taking to get the parts is certainly a lot longer than any of us originally planned, and we wish we had control of that.  Rest assured, as soon as we get the parts (scheduled to be here within the next 10 days), your vehicle will be prioritized and repaired as quickly as possible.  With regard to the vehicle's current, pre-repair condition, we will excavate and treat ALL affected parts at one time in an organized fashion to be sure the issues are properly and completely remedied.  I apologize for the extreme delay, and please know that our Team is truly committed to getting your vehicle back to you as soon as possible.

  Customer Answer

  Date: 08/08/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Customer Answer

  Date: 08/14/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The vehicle came in for a defective sunroof and water damage/mold prevention. The soaking wet carpet was never  removed from the vehicle and it was pulled onto the lot to bake in the hot sun, a breeding ground for mold and rot. All my personal things sitting in and collecting mold, ruined. I was told the car would be in pieces with fans to air it out and instead nothing was done to it in 5 months. It sits depreciating value and health (and future health) I will enclose some photos of the mold growing but it is the mold we cannot see that is an issue as well and as of a few hours ago was told there was still no estimated time of arrival for these parts that are now coming in 10 days after 5 MONTHS and it took me going to every outlet I can find that would listen to me.this is too little, too late. The damage has been done. The car is riddled with mold. 

• Initial Complaint

  Date:11/25/2023

  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.

  I'd like to see how I can open a customer service claim - my name is ********************* and my car stopped working for no reason on August 28th and had to be towed. My dealership had to take completely apart and found a wrong s**** put in and one missing s**** This led to my radiator basically being dragged on the ground and they said I was lucky myself and my family weren't in the car when it went as it could have been catastrophic. The documentation shows this was tied to the repair done at Nucar, we opened a claim with USAA and they told us we need to go back to you to get reimbursed. Nucar fixed my car after an accident on 3/16/22, I didnt pickup until 5/27/22 and rarely use it as ai work from home.I already had to pay my $500 deductible for when my car was completed in May 2022, only to then pay $800 to fix this issue not due to normal wear and tear this was a DIRECT result to the car being repaired incorrectly that could have resulted in grave injury. Ive contacted Nucar multiple times to get guidance on who I need to chat with to remediate this issue. They continue to try and dodge responsibility and state theres no way its their problem when the dealership who repaired it highlighted it was a direct negligence of who repaired my car and Im lucky I didnt go off the road or get seriously injured with how horribly secured my radiator was. Ive gotten no response and expect some recourse for their negligent repair.

  

  Business Response

  Date: 11/27/2023

  When our **************** worked on your ***** in May of 2022, the repair details did indeed require us to replace a ground bolt to the battery.  Even though these bolts are very standard by manufacturer, we ordered the required bolt through *****, and replaced it.  We are unclear as to how this bolt would cause any damage or mechanical default 15 months after our repairs were completed.  After reviewing the documentation from the ***** dealership you went to for the diagnosis in August of 2023, we are unclear what the other ***** dealership actually did for $780 besides replacing a bolt.  We consulted with a Certified ***** Technician (we have two local ***** dealerships ** our dealer group) and he was certain that any direct or adjacent issue resulting from our repair in this area would have presented itself immediately.  Based on the limited diagnostic description in the document, he also speculated that the issue may have been caused by rust build ** in the area, which would make sense if the vehicle was sitting for an abnormal amount of time.  Unfortunately, that would not have anything to do with workmanship.  If you would like to provide additional information to help us better understand the cause, I'd be happy to review.   

  Customer Answer

  Date: 11/27/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Amber

   

   

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dropped off my 2018 Chevrolet Equinox in June for sunroof repair. There it sat due to a problem getting parts for the sunroof. Finally end of June early July my sunroof I thought was fixed. Picked it up and brought it home sunroof didn't open. So back it went but this time I noticed in the inside of the car had an odor. So when I dropped it off I asked if they smelled it and then they said they would change the filter for me while it was there. So it was there a week and then I picked it up and it really smelled so I checked it all through at my house found water in wheel well of car. Call them they said bring it back for service they would look for a leak now. This is now July and now I still have no car but paying my monthly payment. Service is now working on my car to find the leak and why it smells. Well they find the leak it's a kinked hose that back up and caused the damage. So that got fixed. But we still have the problem with the smell. It's now so bad it makes you sick (mold) the only way to get rid of it is take everything out of car and replace it with new (very expensive) or trade it in. So that is where I'm at two months later still waiting for them to work with me . I still don't have my car yet I'm still making my payments and they didn't even offer a rental.

  

  Business Response

  Date: 08/23/2023

  I apologize for your inconvenience.  **** and I are currently working towards getting another vehicle for you.  We are able to offer you the option of getting out of your current vehicle and into another one.  Please reach out to us for details.  Thank you

  Customer Answer

  Date: 08/23/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:12/15/2022

  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.

  I called Nucar Lannan in Lowell and asked if they did diagnostics on a check engine light so I can get my Mass Insp. sticker as I currently have a rejection, I spoke to service rep ************** he told me it was a service they do for $150. I made an appointment for 12/7/22 and dropped the truck off (2014 Silverado). *** called me in the morning and explained since I recently had a transmission installed elsewhere it was going to take 3 hours to diagnose all the electrical as well and that would now cost $450. I agreed to the service as I desperately need to know what's wrong. *** called back in the afternoon and said it was ready for pick up, I went there to get it 12/8/22 late. Everything was good until the cashier charged my card and said I was all set, She didn't have anything else for me and she couldn't leave her desk to get any help because she was the only one there. Finally She was able to get a Manager I believe his name was **** but can't remember 100%, He told me he couldn't print my diagnostic report at that time and wrote some things down on a scrap paper that I couldn't read and I left upset but planning to come back during better hours so I can get some help. I returned 12/15/22 and went back to service rep ************** after some small talk and him looking up all my info he excuses himself and goes in the back room to talk to manager, When he returns he tells me that their computers don't generate a copy of my diagnosis and that my $450 that I paid is just a fee for them to diagnose my truck. I told him I was really confused and wanted my $450 back as I didn't get a diagnostic report he responds by saying I just told you what was wrong with the truck!! What? I say let me get this right so you want me to just grab a pen and paper and write down what your telling me? but you won't give me even a copy of what's in your hand? He tells me if that's what you want to do sure go for it!!! Unbelievable. I'm out $450 and still don't have an official diagnostic report.

  Customer Answer

  Date: 12/26/2022

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 01/03/2023

  Tell us why here...*************** brought his vehicle to us on December 6th, stating he had a check engine light present. At the time of drop off, the customer stated that he had the transmission replaced at an aftermarket shop, as well as the O2 sensors. We found 19 current and stored codes within the vehicle, and needed additional time for the diagnostic on the problem vehicle. The customer was contacted, and we recommended a 3 hour diagnosis time, which the customer had verbally approved over the phone. The service rep was transparent during his service visit. We recommended replacing spark plugs, spark plug wires, and 2 ignition coils to fix the misfire issue found, allowing us to properly diagnose the rest of the vehicle after repairs were made. 
  Customer had declined all repairs and stated he would get them fixed after the holidays. Customer came and picked up his vehicle, attached is the *** report for VIN *****************. I hope this clears up any issues.
  
  

  Customer Answer

  Date: 01/04/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  This explanation from the business doesn't answer the complaint at hand. They admittedly provided me a service and refuse to give me proof of that service.  This business thinks it's good enough to take my money for a diagnosis and verbally tell me what I need to do, I'm not a mechanic and I needed a print out of the service they provided and a copy of the diagnosis so I can give to my mechanic. If this business couldn't do any more on the diagnosis because I needed work done before they went further then this is even more reason for a refund as they weren't able to perform that service. The bottom line is I paid $450 for a diagnosis that this business refuses to give me on paper, why? I don't know and basesd on their answer to this complaint and for the first time I've heard they couldn't go further with diagnosis until I fixed spark plugs, wires and 2 coils. If that's the case then I'm owed a refund for service not performed. One option that I won't accept is returning to finish the diagnosis as I don't want this business to ever touch my vehicle again. This business should really be ashamed of themselves, this is only a  $450 service and maybe that's why they really just don't care 

  Regards,

  *****

   

   

  

  Business Response

  Date: 01/04/2023

  *************** brought his vehicle to us on December 6th, stating he had a check engine light present. At the time of drop off, the customer stated that he had the transmission replaced at an aftermarket shop, as well as the O2 sensors. We found 19 current and stored codes within the vehicle, and needed additional time for the diagnostic on the problem vehicle. The customer was contacted, and we recommended a 3 hour diagnosis time, which the customer had verbally approved over the phone. The service rep was transparent during his service visit. We recommended replacing spark plugs, spark plug wires, and 2 ignition coils to fix the misfire issue found, allowing us to properly diagnose the rest of the vehicle after repairs were made. 
  Customer had declined all repairs and stated he would get them fixed after the holidays. Customer came and picked up his vehicle, attached is the *** report for VIN *****************. I hope this clears up any issues.

  Customer Answer

  Date: 01/08/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  Nothing has changed. 
  Regards,

  *****