ComplaintsforCarnova Llc

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased an **** from the dealership February 21, 2024. Within a week, I noticed the car was quickly leaking oil. Sent photos of likely sources of leak, shown to me by certified **** tech. ****** picked up my car and told me I would have a loaner delivered within the next 2 days. Never got the loaner, and when I got my car back, oil was still leaking and it was evident that they never check the spots clearly shown in the photos provided to them. To give them credit, they did allow me to, and reimburse me for, repair the leak at my local **** certified dealer. The certified dealer performed the work in early April and noted that the tires had broken belts and would need to be replaced. I relayed this information to the dealer to which I was told I would receive replacement tires for, as the damage existed prior to my purchase. Both the salesman and manager confirmed this replacement, but now (August 21) have stopped responding to messages, and have not deliver tires. Not to mention, car was purchased February 21, and I did not receive the title until May 14th. Disappointed with service, and lack of commitment following my business with CarNova.

  Customer response

  09/01/2024

  [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

  06/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a car from Carnova on 2/18/24 . The car was not available for pick up for over a month. I put 3k down and they offered a warranty for an additional 2k which I did not have. I financed the car. Upon picking the car up I took it to be inspected as the inspection sticker was not on it. I could not get the inspection sticker because I did not have a plate. The plate arrived approximately 10 days later and the bolts were stripped and I could not get the plate on. I ordered the part to put the plate on. The fob was the. Misplaced. I contacted carvona and they stated they only had one key and it was not their responsibility for produce a second key or the valet key which the owners manual suggested it came with. I had the car towed to Audi in *******. There they discovered a bubble on the tire and damage to the rims. The quote for the key fob was $1100. They sent a video of the tire. They conducted an oil change as it was needed and topped off the wiper fluid which was empty. They detailed the car and found personal effects of the previous owner and used masks. They then discovered the sunroof would not open and determined the wind deflector was defective. I paid over $2000 for new tires, $95 for fluids and received a quote of $840 for the wind deflector. Carnova said they cleaned and inspected the car which clearly they had not. They refused responsibility for any issues. The car is currently being fully inspected for other mechanical issues. Carnova owner stated if I had known sooner or during inspection I would have covered the cost. I had notified the salesman right away of the concerns

  Customer response

  07/01/2024

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

  Business response

  07/02/2024

  Hi *******,

  Responding to each of your complaints in the same order as the message. First of all, it did not take "over a month" for you to get the car, I registered the vehicle on 02/29/2024 and you purchased it on 02/16/2024. You also did not put $3000 down payment, your total down payment was $1850. We offered you an extended warranty as we do to all of our customers, but the bank required you to put an additional $2000 down in order to get it due to the vehicles LTV. You declined, no problem. At our ******* location we are authorized to register vehicles through the RMVs EVR system, however we only have the **** version, which means we can only issue temporary plates and the metal ones arrive at your house within a couple business days. You claimed that the vehicle didn't have a plate, most certainly did! Also, the inspection sticker is the customers responsibility to obtain, and we did not charge you for it. Our website clearly states on EVERY vehicles description that all of our cars only come with 1 key. You lost the key, there is no way shape or form that we are responsible to provide you with a new one for free... You brought the vehicle to Audi in May, which was already well outside of warranty period that we gave you. Again, it is a USED car, our website clearly states  "It is the sole responsibility of the buyer to physically inspect and verify such information, accessories, condition, and cosmetic defects prior to purchasing. Vehicles come with one key, dealership is not responsible for cost of additional keys." Maintenace is 100% necessary to keep up with on every car, especially German vehicles like the SQ5 you purchased. You decided to bring it to Audi which is fantastic, but they are extremely pricey. I tried explaining this to you but you did not even give me a chance to speak! As far as the detail concern, I didn't really understand what you said in the complaint, it did not make sense. You then mentioned you have an issue with the sunroof deflector. Even if that was to break during your warranty period it is not covered under lemon law. We would've definitely fixed it for you as a courtesy if you were under our warranty, the part only costs $46, it's actually a very easy fix, definity not a $840 job that Audi quoted you!! Lastly, you stated (Carnova owner stated if I had known sooner or during inspection I would have covered the cost) That is far from the truth because we never met nor have I ever spoken to you. The first time I ever spoke to you was today 07/02/2024 over the phone where you insulted me and hung up on my face!! I would like to apologize for any issues you've been having with the car, but unfortunately we are not responsible for reimbursing you for maintenance, a key that you misplaced, and a broken sunroof deflector. I guarantee you we could've saved you at least 50% of what you spent if you fixed the car at one of our facilities, but you chose to go to Audi. Thank you for your business ******* I wish you the best!

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

  Founder Carnova LLC

  Customer response

  07/02/2024

  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 # ********. I have all the text messages from  ****** the car salesman, ****** who I thought was the owner but apparently is the business manager and  **** who states he is the owner with 7 years experience. The dealership falsely states time frames. I purchased the car in the beginning of February and it was not ready for pick up  until the end of February. The plates took another 2 weeks not 3-7 days to arrive. I was unable to get the sticker with the temporary plates. By the time the plates arrived the fob was missing. I contacted the dealership about the spare and valet key. When I picked the car up I asked about a spare and ****** said he would look into it and claimed they had asked the previous owner for it. I have a witness to that statement. The car was towed to Audi for the replacement key fob. There are issues as follows: tires that had bubbles, a oil leak, that has not been repaired, a problem with the sunroof wind shield so the sunroof does not open, a sensor light for a stabilization malfunction, the gas peddle has a strange sticking problem and the transmission hesitates on a suv that is known to be dynamic. ****** the business manager offered to pay for services if they had known earlier, I reached out to the salesman in early March  via text and calls. ****** did not respond until April and the owner responded just today. He identified himself as owner, then laughed and stated in his 7 years in the car dealership business he had never heard a more ridiculous complaint. I was not given an opportunity to speak and stated that he could save his rude comments and I hung up. He proceeded to repeatedly call my phone, (have documentation of the call log) and the  assault texted. He finished by asking if I had fixed the car?. So the short story, I purchased a car, put 1k down was told I needed to put another 1k down which was 2k, I was then offered a warranty for an additional 2k which I declined because I was financing and have gap insurance. It took close to a month to get the car and an additional 2 weeks to get plates. The dealership initially per their business manager said they could have assisted and then months later with out of picked expenses over 2k snd more expenses to come, tells me my complaint is ridiculous, entitled and hilarious. This is not a reputable company and they never offered or honored any warranty. Lastly, I am a hard worker, I have been a social worker for 28 years, who owns my own home and owns 2 cars presently.  I am 51, a parent to 3 kids and 3 dogs, I  have purchased numerous cars. I have never experienced this type of treatment ever and am shocked and appalled at their bullying and mocking of a customer who purchased a high end car. This is egregious. I was  seeking assistance after purchasing the most expensive car and having nothing but issues with it. This is not my first Audi it is in fact my third. I have all the texts from ****, ****** and ****** but was unable to upload them all. I will send them separately via email 

  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,

  *******

   

   

  Business response

  07/08/2024

  Response to ******** rejection. We absolutely did not state false time frames, which does not make any sense because I gave the exact dates that align perfectly with the ESTIMATED time frame ******* provided. We also deny all of ********** allegations against us, they are completely false and absolutely absurd. ********** warranty on the vehicle was 30 days or 1250 miles due to the vehicle being over ****** miles. ** the time ********* brought up any issues to us, the vehicle was months and thousands of miles past her warranty period. We offered to help her but she did not want to bring us the car because it was too far. She even had the audacity to demand us for 2 keys and a valet key when she lost the one that the vehicle came with. We have tried to be nothing but helpful to *********, even though the issues she has brought to our attention occurred several months after her warranty period expired.  I have told ********* to refer to our buyers guide and MA lemon law that she singed and has a copy of, everything she needs to know is on there. What ********* is struggling to understand is that we cannot warranty a car forever. Yes, our manager ****** did tell her if those issues occurred during her warranty period we definitely would've fixed them as a courtesy, but again, ********* only brought up having any issues months after the warranty expired. We would've 100% replaced the tires if they did not pass inspection. We most certainty are not going to gift her a key after she lost hers, our website clearly states that our vehicles only come with one key. Carnova is an extremely reputable company, we have opened three locations in the past three years due to our outstanding customer service and vehicle quality. ********* is a dear customer of ours, she purchased a beautiful 2018 Audi SQ5 from us that ended up giving her very minor issues months after her warranty period ended. We offered to fix the issues she encountered at our cost, she did not want to bring us the car. ********* decided to bring it to Audi where they charged her an outrageous amount. The best we could've done to help her was exactly that, we would've saved her well over 50% of her money. ********* declined to purchase our extended warranty option, once her 30 day warranty expires she becomes fully responsible for all maintenance and repairs the vehicle needs. We at Carnova take compliance very seriously and we understand there are cases where the 30 day warranty can be extended for a period of time, but for ********* that is not the case and it's extremely far from that point. She declined all of our attempts to help her, and chose to be extremely rude to us, demanding us to pay for repairs we are not responsible for. ********* is not entitled to any reimbursement from Carnova. We sold her the car, honored our warranty period, and the vehicle passed the state inspection. As a resident of **, ********* has many rights when purchasing a used vehicle, if she feels that we have violated those rights at any point, I suggest her to consult a lawyer. Based on text messages from her to my salesman ****** that assisted her, the first complaint we received was on 04/02/2024. She asked us for 2 keys and a valet key, stated she bought a new license plate bracket, and that the vehicle and engine compartment was filthy. ** this point her warranty had already ended and there was nothing we could do. Our salesman told her she needed to go to Audi to get a new key because our vehicles only come with one key. We did not hear from her again until 06/19/2024...

   

   

  Customer response

  07/09/2024

  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
  The car was purchased with ****** miles to date the mileage is ****** therefore there is ***** miles driven now not a few thousand miles and I reached out about problems occurring with the vehicle initially within the time frames of the limited warranty. The car now has major system malfunctions indicating again that it needs to go to a certified Audi dealership. The last communication the business owner indicates have you fixed it? This is after repeated calls, laughing at this customer, and that was followed by hostile and threatening texts. This is not a reputable owner, the car. Has not been fixed as it is a transmission and suspension malfunction. This will be the third trip to a reputable Audi dealership. The business owner criticizes the owner for taking an Audi to an Audi dealership? When he nor his manager or salesman offered any assistance when the tires had bubbles, in following up on additional keys that the owner manual says are included with the car and the salesman said he would follow up on, when the sunroof would not open and when the 3 separate sensor lights came on simultaneously indicating the car needs to be take. To a certified Audi repair shop? Again I question the customer service here. I signed for the car on 2/16, picked the car up on 2/29 and the following week in March I went to get the car inspected and could not get it done because the plates had not arrived. The plates arrived weeks later and the bolts were stripped. The inspector indicated the plates needed to be on and there was a bubble in the tire. I contacted ******* ithe first week of April to follow up on the spare and valet that the car should have come with and had the car brought to Audi. That is when they discovered the oil leak, replaced the key. Then it was discovered also by Audi that the wind visor on the sunroof was broken, I was given a quote, declined to pay that much, purchased 4 new tires due to the bubble and tread being bald. Took the car for inspection. That afternoon 3 more sensors came on. I have reached out to an attorney. No the car has not been fixed as it is an expensive fix and not guaranteed to fix the problem with the transmission and /or suspension. 

  Regards,

  *******

   

   

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i got this car at Carnova in November 2023, and they told me the carfax was clean. after a month the headlight turn off. and then I bring my car at the carnova to fix and then, they told me to go directly at *** cause I have warranty. when I went the *** they asked me about some crash on the left side and said that they couldnt fix cause had a accident before. I came back on carnova to fix, they fixed . but on another month appear another issue a loud noise . they asked me to go to *** back and then , they told me the same thing that last time. after these terrible service, I went to my trust mechanic, after this I figured out that the car suffer a crash that the dealer didnt tell me . I called to the bank financial to solve my issue and then I sent them all the proof that they asked for . the bank asked me to go to the dealer but they dont want to refund my money back. I dont want to fix it . because I didnt realize that the car had an accident and they didnt tell me .

  Business response

  04/06/2024

  Hello, the first thing is when we at Carnova purchase a car, we check the carfax; on this particular car, the carfax does not show any accidents; customer signed a copy of the Carfax, and we handled copy  to the customer, the customer purchased an extended warranty from us, and because the *** declined some of the works needed it we performed all the necessary repair on her car in our repair facility, the customer took the car yesterday(apr/5), and she was happy happy with the repairs. Thank you

*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. ↩