ComplaintsforBob Bell Automotive Group, Inc.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Chevy Silverado 1500 in 2021 at the Kane Street Bob Bell Dealership. We originally went to the Bel air location, but they did not have any with the integrated trailer braking system - so we ended up at the Dundalk location. We were sold a truck with the integrated system on the dash board and were informed that it was ready to go. Fast forward 2 years, we purchased a travel trailer finally! Picked it up, got 45 minutes away from the RV dealership and realized the braking system was not working. Had to drive the 30ft camper back to the dealership with no brakes. Figured out it was an issue with the truck. Took the truck to Bob Bell in Dundalk the following day and was told that the integrated braking system was half hooked up and missing the wiring. Dealership would only pay a sketchy after market person in Baltimore to remedy the issue, but the person who would complete the after market install did not know the name of the manufacturer of the part. We took it to Bel Air Bob Bell, they let the truck sit there for 9 hours and called at 4pm (after dropping it off at 830am) to say they didn’t get to it. Took it down to Bel Air again after they finally said they got the parts in after waiting 2 weeks, then they say that the aftermarket parts wouldn’t be compatible. Also saying it’s not covered under warranty and it will cost $750 because the build of the truck did not include the integrated braking system. Then why were we sold this truck?

  Bureau response

  07/26/2023

  Dave *****
  Bob Bell Automotive Group, Inc. 
  **** ******* *** ********* ** *****
  
  
  Dear Dave *****: 
    
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 7/26/2023 and was assigned an ID of *********   
  How do I take care of this?
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  What should I include in my response?
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
   
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  What will happen if I do not submit a response and what can I expect to happen next?
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  

   

  CUSTOMER EXPERIENCE INFORMATION

   

  Customer Information:

  Josh **********

  * ** *****

  Daytime Phone: ###-###-####
  E-mail: ************************
  

   

  The details of this matter are as follows:

   

  Complaint Involves:
  Guarantee Or Warranty Issues 

   

  Customer’s Statement of the Problem:
  
  Purchased a Chevy Silverado 1500 in 2021 at the Kane Street Bob Bell Dealership. We originally went to the Bel air location, but they did not have any with the integrated trailer braking system - so we ended up at the Dundalk location. We were sold a truck with the integrated system on the dash board and were informed that it was ready to go. Fast forward 2 years, we purchased a travel trailer finally! Picked it up, got 45 minutes away from the RV dealership and realized the braking system was not working. Had to drive the 30ft camper back to the dealership with no brakes. Figured out it was an issue with the truck. Took the truck to Bob Bell in Dundalk the following day and was told that the integrated braking system was half hooked up and missing the wiring. Dealership would only pay a sketchy after market person in Baltimore to remedy the issue, but the person who would complete the after market install did not know the name of the manufacturer of the part. We took it to Bel Air Bob Bell, they let the truck sit there for 9 hours and called at 4pm (after dropping it off at 830am) to say they didn’t get to it. Took it down to Bel Air again after they finally said they got the parts in after waiting 2 weeks, then they say that the aftermarket parts wouldn’t be compatible. Also saying it’s not covered under warranty and it will cost $750 because the build of the truck did not include the integrated braking system. Then why were we sold this truck?
  
  
  
  
  
  Desired Settlement:
  Repair
  
   

  Bureau response

  07/26/2023

  Josh **********
  
  * *** *****
  
  
  Dear Josh **********:
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 7/26/2023 against Bob Bell Automotive Group, Inc..  Your complaint was assigned ID ********* 
  
  Now that I have filed, what is the next step?
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  What if I do not agree with the response from the business?
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  What happens if a business does not respond?
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  Sincerely,
  
  

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Business response

  07/28/2023

  Good Afternoon, i am the General Manager and i actually just spoke to the customer. We are going to install a GM accessory not aftermarket Trailer Brake system on the vehicle for the customer. We are handling the issue with the manufacture who we believe will take care of the work order due to the oversight in the build order of the truck. Thank you. 

  Bureau response

  08/01/2023

  Josh **********
  
  *** *****
  
  
  Dear Josh **********:
  
  This message is in regard to your complaint submitted on 7/26/2023 against Bob Bell Automotive Group, Inc..  Your complaint was assigned ID *********    

  BBB has received a formal response from Bob Bell Automotive Group, Inc.. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  Good Afternoon, i am the General Manager and i actually just spoke to the customer. We are going to install a GM accessory not aftermarket Trailer Brake system on the vehicle for the customer. We are handling the issue with the manufacture who we believe will take care of the work order due to the oversight in the build order of the truck. Thank you. 

  Bureau response

  08/06/2023

  Dave *****
  Bob Bell Automotive Group, Inc. **** ******* *** ********* ** ***** 
  
  
  Re: ID * ******** * Josh **********
  
  Dear Dave *****:
  
  Thank you for your recent response to Josh **********. We have not yet heard from the consumer and are closing this case as answered.
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 

   

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Bureau response

  08/06/2023

  Josh **********
  
  ** *****  
  
  
  Re: ID * ********- Bob Bell Automotive Group, Inc.
  
  Dear Josh **********,
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  

• Initial Complaint

  07/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  see Attached document

  Bureau response

  07/05/2023

  Dave *****
  Bob Bell Automotive Group, Inc. 
  **** ******* *** ********* ** *****  
  
  Dear Dave *****: 
    
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 7/5/2023 and was assigned an ID of *********   
  
  How do I take care of this?
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  What should I include in my response?
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
   
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  What will happen if I do not submit a response and what can I expect to happen next?
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  

   

  CUSTOMER EXPERIENCE INFORMATION

   

  Customer Information:

  Katherine *******

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

  Daytime Phone: ###-###-####
  E-mail: ***************************  

  The details of this matter are as follows:

   

  Complaint Involves:
  Customer Services Issues 

   

  Customer’s Statement of the Problem:
  
  see Attached document
  
  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  see Attached document
   

  Bureau response

  07/05/2023

  Katherine *******
  **** ****** *** *** *** ********** *** *****
  
  
  Dear Katherine *******:
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 7/5/2023 against Bob Bell Automotive Group, Inc..  Your complaint was assigned ID ********* 
  
  Now that I have filed, what is the next step?
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  What if I do not agree with the response from the business?
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  What happens if a business does not respond?
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  Sincerely,
  
  

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Business response

  07/05/2023

  Good Afternoon, after researching this complaint, the vehicle was repaired at AAMCO with a transmission that AAMCO purchased from Jerry's Chevrolet. The GM bulletin *********** * ** states the customer has a deadline to submit everything for reimbursement no later than February 28, 2021. The customer came to the dealer on March 17,2023 which is on the repair order as documentation of when the customer came to us seeking reimbursement for the repair which is over 2 years later than the deadline from GM. Thank You.

  Bureau response

  07/05/2023

  Katherine *******
  **** ****** *** *** *** ************ *****  
  
  Dear Katherine *******:
  
  This message is in regard to your complaint submitted on 7/5/2023 against Bob Bell Automotive Group, Inc..  Your complaint was assigned ID ********. 

   

  BBB has received a formal response from Bob Bell Automotive Group, Inc.. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  Good Afternoon, after researching this complaint, the vehicle was repaired at AAMCO with a transmission that AAMCO purchased from Jerry's Chevrolet. The GM bulletin *********** * 01 states the customer has a deadline to submit everything for reimbursement no later than February 28, 2021. The customer came to the dealer on March 17,2023 which is on the repair order as documentation of when the customer came to us seeking reimbursement for the repair which is over 2 years later than the deadline from GM. Thank You.

  Bureau response

  07/10/2023

  Dave *****
  Bob Bell Automotive Group, Inc. **** ******* *** ********* ** ***** 
  
  
  Re: ID * ******** * Katherine *******
  
  Dear Dave *****:
  
  Thank you for your recent response to Katherine *******. We have not yet heard from the consumer and are closing this case as answered.
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 

   

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Bureau response

  07/10/2023

  Katherine *******
  **** ****** *** *** *** ********* ** *****   
  
  Re: ID * ********* Bob Bell Automotive Group, Inc.
  
  Dear Katherine *******,
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  

  Customer response

  07/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:To who it May Concern;

  I AM WRITING YOU THIS LETTER ABOUT COMPLAINT about a claim with Special Coverage on My car 2014 Chevrolet spark, I'm am so Frustrated with this problem that I'm going through with lots of Papers was gaving to me to filled out send to them in Michigan ,I do not agreed with the responses putting me through this over a Paper was gaving to me by Bob Bell Gm Chevrolet, They told me that I will get my Money back,send it in for ,transmission recalled on my car ,It was call Special Coverage Transmission Pulley Damage ,on the Paper it say it stated Day was 9/20/2014 to 9/20/24 end I circle it so you can see what happen AAmco should had know about this but they didn't know tell it went to Bob Bell gm Chevrolet they find out I paid them 4,446.37 ,I feel like my expectation was not met have to repeat information multiple times keep going back in forth sending them papers and email them ,keep Going to car dealership to work this out see I can get my money back ,yes it stressful over this Papers trying to get my money back ,that why I'm coming to you for help , Thank you Katherine *******, **** ****** ** *** *** ********** ** ****** ###-###-#### 

  
  
  Sincerely,
  
  Katherine *******

  Bureau response

  07/17/2023

  Dave *****
  Bob Bell Automotive Group, Inc. 

  **** ******* *** ********* ** *****
  
  Dear Dave *****:
  
  This message is in regard to a complaint submitted to the BBB about your business on 7/5/2023 by Katherine *******.  This complaint was assigned ID *********
  
  Why am I receiving another letter regarding this complaint?
  We recently received additional correspondence from the consumer in the above-referenced case.  The information has been reviewed by your consultant and we believe this information warrants some additional remarks from your company.
  
  How do I see the new information?
  If received via email the fastest and easiest way to view and respond to the complaint is to use the link on the left.
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  What should I include in my response to the consumers rebuttal?
  Please respond to the additional information that has been provided by the consumer.  If you have not already done so, please submit copies of supporting documents to your BBB using the contact information at the bottom of this correspondence.  Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  In the interest of time and good customer relations, please respond within 5 calendar days.
  
  How many more times will I have to respond to this complaint?
  We appreciate the response you have already provided and our goal is to minimize back-and-forth communication.  The new information provided by the consumer may have brought up new concerns that your BBB consultant felt needed some clarification.  By providing this information, you are allowing BBB to develop a more complete picture of the situation and how to move forward. 
  
  Generally, resolving a complaint requires both parties to move from their current position to a middle ground. In your response, please state your position and if possible indicate what steps can be taken by both parties to resolve this matter. If necessary, the BBB will offer its mediation and/or arbitration services to bring a close to this matter.
  
  We look forward to your prompt attention to this matter.
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  MESSAGE FROM CONSUMER:
  
  
  Complaint: ********
  
  I am rejecting this response because:To who it May Concern;

  I AM WRITING YOU THIS LETTER ABOUT COMPLAINT about a claim with Special Coverage on My car 2014 Chevrolet spark, I'm am so Frustrated with this problem that I'm going through with lots of Papers was gaving to me to filled out send to them in Michigan ,I do not agreed with the responses putting me through this over a Paper was gaving to me by Bob Bell Gm Chevrolet, They told me that I will get my Money back,send it in for ,transmission recalled on my car ,It was call Special Coverage Transmission Pulley Damage ,on the Paper it say it stated Day was 9/20/2014 to 9/20/24 end I circle it so you can see what happen AAmco should had know about this but they didn't know tell it went to Bob Bell gm Chevrolet they find out I paid them 4,446.37 ,I feel like my expectation was not met have to repeat information multiple times keep going back in forth sending them papers and email them ,keep Going to car dealership to work this out see I can get my money back ,yes it stressful over this Papers trying to get my money back ,that why I'm coming to you for help , Thank you Katherine *******, **** ****** ** *** *** ********** ** ****** ###-###-#### 

  
  
  Sincerely,
  
  Katherine *******

  Business response

  07/18/2023

  Unfortunately it is not a special coverage from Bob Bell it is a special coverage from the General Motors, the Manufacture, and it is their policy and guidelines and them alone who decides whether to approve or decline the reimbursement. They have declined. We the dealer did not repair the vehicle nor would we reimburse for repairs we did not perform. We are sorry for the customers concerns however there is nothing we can do and have to close this case. Thank youy.

  Bureau response

  07/19/2023

  Katherine *******
  **** ****** *** *** *** ************ *****  
  Dear Katherine *******:
  
  This message is in regard to your complaint submitted on 7/5/2023 against Bob Bell Automotive Group, Inc..  Your complaint was assigned ID ********* 

   

  BBB has received a formal response from Bob Bell Automotive Group, Inc.. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  Unfortunately it is not a special coverage from Bob Bell it is a special coverage from the General Motors, the Manufacture, and it is their policy and guidelines and them alone who decides whether to approve or decline the reimbursement. They have declined. We the dealer did not repair the vehicle nor would we reimburse for repairs we did not perform. We are sorry for the customers concerns however there is nothing we can do and have to close this case. Thank youy.

  Bureau response

  07/24/2023

  Dave *****
  Bob Bell Automotive Group, Inc. **** ******* *** ********* ** ***** 
  
  
  Re: ID * ******** * Katherine *******
  
  Dear Dave *****:
  
  Thank you for your recent response to Katherine *******. We have not yet heard from the consumer and are closing this case as answered.
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 

   

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Bureau response

  07/24/2023

  Katherine *******
  **** ****** *** *** *** ********* ** *****  
  
  
  Re: ID * ********- Bob Bell Automotive Group, Inc.
  
  Dear Katherine *******,
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  

• Initial Complaint

  03/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/9/20 I bought a 2018 Chevy Colorado from Bob Bell Baltimore, financed thru TD Auto Finance (TDAF), & purchased a Mechanical Failure Service Contract (MFSC), paying both off in a few months. The truck was sold in 10/22. In 12/22, I called Fidelity Warranty Svcs Inc (FWSI) about refund for the MFSC. FWSI told me to call Bob Bell, & they would submit the paperwork & then I'd get a refund for $1203.31. I spoke w/ & emailed Mr. Kirn at Bob Bell Baltimore with no response. In early 1/23, I called Bob Bell Baltimore back & was told to call Darlene ******** in accounting at Bob Bell Glen Burnie. I called Darlene 1/4/23, & she needed the bill of sale which I emailed same day. I didn’t receive response so I resent the email to Darlene on 1/17/23. She emailed me that she received the document & cancelled the MFSC from FWSI & I'd get a check in mid 2/23. On 2/21/23 I emailed Darlene as I hadn’t received the refund. On 2/28/23, Darlene emailed me stating she needed a paid in full letter from TDAF. I didn't understand why this was not done prior, but I contacted TDAF & they faxed her a letter 3/1/23. On 3/6/23, Darlene called me stating the refund was processed by FWSI on 2/2/23, but since she FAILED TO SEND THE PAY OFF LETTER to FWSI, the pymt was sent to TDAF & I had to call them to get my refund. Since that time, I have spent hours on the phone with TDAF who say they don't have the pymt and wont send me refund; and FWSI who say they did not receive the pymt so they won't send me a refund. In the last 2 weeks, I left 2 messages for the accounting manager, Veronica Wilson, at Bob Bell Glen Burnie, with no return call. Since Darlene ******** is the person who didn't do her job correctly & caused this problem, Bob Bell management should be responsible for resolving the issue, NOT ME. They need to find out where my refund for $1203.31 is and have it sent to me immediately.

  Business response

  03/27/2023

   Good morning,
  
  The customer’s warranty was cancelled and we received confirmation from JM&A that they ACH the money to TD Auto Finance to refund the customer.  This route was taken because at the time of Mrs. Burke’s cancellation, we did not have her paid in full letter.
  
  Our Office Manager to Mrs. Burke just now and her major frustration is that she received the same ACH confirmation from JM&A and when she sent the documentation to TD, they told her that they do not receive ACH payments and that they do not have the money. She filed BBB complaints with TD, JM&A and our dealership. She stated she did this in hopes that we, as the dealer who sold her the warranty, would step in and get this taken care of on her behalf.
  
  We were able to pull our Dealer Reserve Statement from February and I see the chargeback for her warranty and then another line that has “check received” I am assuming this is the ACH they are claiming they never received.
  
  Mrs. Burke is sending me the letter that TD sent to her saying they do not accept ACHs and I am going to us that along with the reserve statement to get to the bottom of this with our rep. I informed Mrs. Burke of this and she is ok with me working through this process and keeping in contact with her. My hopes are that no check has been issued to her yet, I can divert the funds back to us and cut her a check today or tomorrow. 

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2016 Jeep Wrangler 4 door. From Bob Bell Chevrolet of Bel Air, ********************************************************, in October 2020 with an Extended Warranty (******************************, contract# P00016036973) everything from this sale was an Issue from the beginning the fenders not being road legal and the dealer having to change them, the Radio not working after 6 months of Purchase to the Rust on the doors hinges now the Warranty for the real differential not being covered from the ************************* because there saying the Jeep having an aftermarket lift kit . The Dealer knew that the Jeep had after market parts and not putting it on the Bill of Sale we were only told the Fenders were Aftermarket parts Nothing else was mentioned about anything else being after market and because of that now my warranty is not being granted. I am expecting a full refund of my contract price due to this contract being voided. In reality I was never covered due to Bell Air Chevrolet negligence of when the contract was submitted.

  Business response

  01/30/2023

  We are aware of the concern the customer is stating. The complaint is from the co purchaser, however the purchaser, *************************, did speak with one of our Managers and our Finance Director on 1/26/23 for further explanation of the warranty they purchased. **************, according to our Director was very pleasant and seemed appreciative of the explanation and assistance. The warranty that was purchased was a powertrain warranty only. There is an additional charge for Lift Kit coverage which shows on the signed warranty paperwork but was not purchased. Our Finance director is currently trying to assists with communicating with the extended warranty company in an attempt to ad the lift option to the coverage with no expense to customer. The final decision to ad this coverage is at the sole discretion of the warranty company which is in review process and will notify customer. To address the fenders. Every Previously owned vehicle goes through a ************** inspection. If the vehicle has had something added, from the previous owner, that does not pass ************** inspection we then replace the part that fails in this case the fenders. It is not abnormal for Previously owned vehicles to have corrosion or rust especially when exposed to the elements and will pass inspection unless determined by inspector to be unsafe. The radio was in proper working issue when purchased and as in all used vehicles may become inoperable as time goes on and there is no way unfortunately to predict when these issues will happen. 

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Repair Engine / vehicle at no cost of the consumer September 2, 2022 Internal investigation based on the history of engine issues for this make and model car A thorough investigation An unsatisfactory review was conducted by a 3rd party vendor VIN number *****************

  Business response

  12/16/2022

  THE DEALERSHIP HAD CONTACT WITH THE CONSUMER ON 12/16.
  WE HAVE SUBMITTED THE CLAIM TO HYUNDAI FOR WARRANTY COVERAGE. HYUNDAI HAS DENIED THE CLAIM. THE CONSUMER HAS BEEN INFORMED AND HAS BEEN GIVEN INFORMATION THE CONTATCT HYUNDAI CONSUMER AFFAIRS. THE DEALERSHIP HAS NO CONTROL OVER HYUNDAI'S APPROVAL OR DENIAL OF WARRANTY CLAIMS.

  Customer response

  12/19/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hyundia is fully aware of the ongoing issue with 2015 engines with faulty systems and they should be responsible for the repairs. I am requesting a certified Hyundia technician to review and repair my vehicle. (Not a 3rd party vendor) I have provided more than enough information showing my vehicle was in good shape. In addition, to the ongoing complaints with the engine. I am requesting repairs to my engine. Can you provide what are you (Bob) willing to do to help with this situation? Other than telling me you are not responsible for warranties. You are responsible for investigating what caused the problem and why? I sent my complaint to Hyundia corporate office as well. I was informed prior to making this complaint I will be tasked with the run around. I will continue to report until this issue is resolved.

  Business response

  12/20/2022

  We have again reached out to the Hyundai and requested reconsideration for coverage. We have left a message for the consumer to contact Ryan **** ( Hyundai Service Manager ) to discuss additional efforts we will take with Hyundai

  Customer response

  12/22/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would like to keep this case open until we receive an official response from Hyundai corporate. Please keep in mind upper management is the reason why we had to reach out to you for a fair resolution. I have been paying a car note and insurance on an inoperable vehicle since September 2022. While sitting in the lobby of the dealership another customer was there complaining about the same issue. Since Hyundai is fully aware of this concern, I am requesting an internal investigation on my engine issues with written confirmation of findings and repairs without incurring expenses.
  
  The POC of Bob Bell Hyundai indicated when they called Hyundai corporate to open the engine to investigate further the request was denied. I called left numerous messages (10/26, 10/27, 10/28, 10/31 and 11/1) and emailed (10/19, 10/25, 11/1, 11/2 and 11/3) with negative responses:
  BIANKA
  National Consumer Affairs
  ###-###-#### xX6****
  Hyundai Motor America
  I finally got through December 20, 2022, and I was informed my case was closed. Based on the track record and correspondence of this complaint I am not willing to accept a response "left a message pending a response". Based on my uploaded "engine failure problems of 2015 Hyundai Sonata" report dated 11/9/2022 indicates hundreds of vehicles with the same issue.
  

  Business response

  01/10/2023

  We have reached out to the customer and offered to have the vehicle towed back in at out expense and resubmit claim to hyundai for reconsideration. We have had contact with Hyundai and the customer.

  Customer response

  01/25/2023

  RE: BBB Complaint Case# 36196664 (Ref#85-4535-36196664-41-4100)
  External
  Inbox
  
  ****** *****
  5:24 AM (5 hours ago)
  to me
  
  
  
  Good morning,
  
  I wanted to follow up this claim. As of today this claim is still open an unresolved. Can you provide the status? I would like to provide additional information I received from my insurance company as it relates to the dealership negligence.
  
  Thanks
  
  Cas****** *****
  
  ************
  
  Sent from Mail for Windows

  Business response

  01/26/2023

  Again we did reach out to Hyundai and request reconsideration. We were instructed to do some additional testing and provide results. The car was already removed form the dealership.
  We contacted Rupert ***** in Dec and Jan and advised. Requested to have vehicle towed back in at our expense to provide additional test results for Hyundai's consideration.
  WE explained we can't control the approval of the claim with Hyundai, but would provide Hyundai with the additional test results in an attempt to help the customer. Mr. ***** said he would get back to us to arrange having the vehicle towed back to the dealership. We did follow up to get the car back in with no result.

  Business response

  01/26/2023

  We did speak with Mr ***** again today 1/26/23 who stated was buzy with some other issues and unable to get the car towed in as discussed. He arranged with Ryan W*** Service Manager to have the vehicle towed back in Sat. 1/28 we would conduct the additional test requested by Hyundai and submit to Hyundai for reconsideration. We cannot assure Hyundai would approve, but only continue to request reconsideration on the customers behalf.

  Customer response

  02/28/2023

  
  Complaint: 18935156
  
  I am rejecting this response because: 

  I am following up can you open this ***e in the portal?  I have incurred out of pocket expenses and I would like to be report on going issues / concerns.  As of today my car is still inoperable.  I would like to update this file ASAP.  

   

  Thanks

  Kind Regards,
  ********* *****

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

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

  
  
  

  Business response

  02/28/2023

  We have spoken to Ms ***** (co-owner) today 2-28-23. All prior communications have been with Mr *****. We explained to Ms. ***** that we had spoken to Hyundai some time ago and requested re-consideration of coverage under  extended coverage available under specific technical conditions.. This extended coverage applies only to certain conditions of failure that the vehicle did not exibit. Hyundai requested some additional diagnostic testing as a result of our request for re-consideration. We made arrangements with Mr ***** to have the vehicle towed back to the dealership many weeks ago. As a courtesy we would cover the expense of the tow. We will perform additional diagnostic testing requested ( at no expense )  in an attempt to have Hyundai re-consider coverage. The vehicle is to be towed back to the dealership to perform those test. We will submit those results to Hyundai for re-consideration. It is entirely possible that Hyundai may still decline the extended coverage if the engine failure was not a result of the specific conditions under the extended engine coverage. We will do what we can to assist the consumer, however the decision on qualifying coverage is solely made by the Hyundai Warranty Administration.

  Business response

  03/09/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the consumer in reference to complaint ID .18935156, and find that Mediation is necessary.

  Good morning,

  Yes I am interested in participating in formal mediation.  

  Thanks,

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

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Work done wrong brought back in charged twice for the same job and now they have had .my work truck for a month picked up broke down the next day over a week has gone buy still waiting on my truck after paying 3100,00 turbo in June then 3500 00in July now 3100 00 less then two weeks ago

  Business response

  01/02/2023

  Business Response /* (1000, 36, 2022/12/15) */ CUSTOMER HAD TRANS REPLACED AT DIFFERENT FACILITY AND THEN CAME TO OUR SHOP WHICH HE STILL THOUGHT THAT HE HAD A TRANS ISSUE SO WE HAD TRANSMISSION TECHNICIAN CHECK HIS VEHICLE AND FOUND THAT TRANS WAS OK BUT HAD AN ENGINE ISSUE WITH THE DEISEL SYSTEM. WE THEN HAD OUR DEISEL TECH LOOK AT VEHICLE AND FOUND THAT IT WAS DRIVEN WITHOUT DEF FLUID, WE PERFORMED REPAIR AND HAD A FEW RECALLS COMPLETED AND TEST DROVE ALL WAS OK AT THAT TIME. CUSTOMER PICKED UP VEHICLE AND THEN HE HAD PROBLEMS AGAIN. THE RECALL OF THE TCM FAILED SO NOW WE HAVE TO REPLACE THE KNOCK SENSORS AND CONVERTER AND PARTS ARE CUSRRENTLY ON BACKORDER UNTIL JANUARY 6,2023. THESE REPAIRS WILL BE COVERED UNDER WARRANTY THE SERVICE ADVISOR HAS BEEN IN CONTACT WITH CUSTOMER ABOUT EVERYTHING. WE DID NOT PERFORM ANY REPAIRS THAT WERE NOT NEEDED

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband purchased a 2020 Nissan Pathfinder last year. The engine light came on a few weeks ago along with a cloud of smoke coming out of the rear. We have the extended warranty. Nissan will not reach out to the extended warranty company nor attempt to either consider checking to see what's wrong with the vehicle unless we give them $1,000. Our vehicle has been sitting at the dealership for over a week and no one reached out. My husband called multiple times to find out what's going on with our vehicle than finally this is what we hear today. In order to consider either looking at our vehicle, pay them $1,000. Even if they look at it, we may be refused service even with having an extended warranty. The only way the extended warranty will be considered is if the employer by the Name of Ms. Crystal presents the issue to upper management. Why should we have to pay for someone just to consider to loo at a vehicle, and why won't they contact the extended warranty company? We even contacted the extended warranty company and told them what was going on. They were waiting for Nissan to reach out as well. Also we should never experience engine problems less than 3 years of the vehicle coming out. We only had it since April 2021. It came with 25000 miles already on it. We are looking for real answers so please can some one help?

  Business response

  12/21/2022

  Business Response /* (1000, 5, 2022/11/16) */ This is customer's 1st time being here they purchased this 2020 Pathfinder from Jimmy the Boxer Auto Mall as used. Mr. Wilson purchased Pathfinder on April 19, 2021; it was a previous rental vehicle. The engine has sludge and before the warranty company will approve the vehicle repair it needs a tear down to find out what the issue is. We ran a Carfax to see vehicles service records and only 1 oil change shows serviced at Monroe Auto Service at 40714 miles. The test in question takes 6 hours at $160 an hour. If the vehicle is covered the warranty company will reimburse. Mr. Wilson does not want to pay for diagnostics unless guaranteed Nissan or Extended Service Plan will cover new engine. Consumer Response /* (3000, 7, 2022/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) My husband paid $160 for the vehicle to be tested. Next thing we know the vehicle set at the dealer for over an entire week. He had to keep reaching out to find out why he haven't heard anything and finally Ms. Crystal returned his phone call after multiple attempts to reach her throughout this past week alone. He also explained to that he already made contact with the extended warranty company and they said that they were waiting for Nissan to contact them. ( also the vehicle it's self still has its manufacture warranty). We know that that )1000 dollars they wanted my husband to pay is commission money and not to look at the vehicle because we were already charged $160. Plus why should we have to pay $1000 if we have the manufacture warranty plus the extended warranty. They never reached out to the warranty company. We already talked to all parties including jimmy the box. Business Response /* (4000, 9, 2022/11/18) */ We have been in constant contact with the Wilsons and again the vehicle has sludge which can be caused by several reason, some covered some not. We cannot move forward until the test is performed. This test is required by Nissan and the Extended Warranty company. The test will determine what the problem is and if covered or not by either Nissan or Service Contract. We also told Mr. Wilson he needs to provide receipt for any service performed on the vehicle from other shops he took car to for oil changes. Consumer Response /* (4200, 11, 2022/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Consistent contact is a lie. We have call records of how many times we tried to contact Nissan. Multiple times we were told we would be contacted after lunch, we only received two calls period which were after business hours. My husband has called multiple times from 8 a.m. until 12 noon a few days in a row but calling after business hours is unexceptionable. Then to have Ms. Crystal taking long breaths over the phone and engaging in other conversations while my husband is explaining he made contact with the extended warranty company is outrageous. Also to have your employee tell us that you guys get paid off of commission is the reason why you charged the $960 and won't contact the warranty company until it's paid is sad. Why are we paying for a warranty if you guys won't do your job. The diagnosis test was already $160. Clearly it says something about the engine. So you want another $1000 just to look at the engine or even consider looking at the engine Is a complete ripoff when other dealerships make you pay for just the diagnosis. Never in my life have we ever heard of paying $1000 just to see what's wrong with a vehicle. Especially when it's still under manufacturing warranty. Nissan records conversations so pull them all up and listen to them. Further more, we printed out the receipt from when we got the oil change from Monroe Muffler. No one else has touched the vehicle. When we bought the vehicle it already had 25000 miles on it so to say the vehicle only shows one history of an oil change is not even possible. The vehicle it self would have been messed up long before we became the owners. So go back and listen to your employee say that you guys make you commission off of the $1000. We'll never ever buy a Nissan product/vehicle again and we'll be sure to make sure future customers know how Eastern Avenue Nissan really value their customers. I wonder if cooperate know their employees huff and puff or suck their teeth over the phone.( Buy the way, which my husband addressed on a recorded line if you would like proof.) Again I'll state we reached out to all parties involved, from jimmy the box, to Nissan, to the extended warranty company who actually wanted to help only but if Nissan reached out. We covered our end, Nissan didn't and won't unless they get money out of their customers first.

• Initial Complaint

  11/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a car in nov of 2021 my car has been in the shop 3 times bob bell is refusing to help I feel like I got a lemon I have had the car for just at one year have not driven more than 6,000 miles I need a resolution please advise

  Business response

  12/13/2022

  Business Response /* (1000, 5, 2022/11/16) */ I spoke with Mrs. Burton, and she never brought the car back to Bob Bell for service or any concern she was having with the vehicle. Bob Bell never refused to help but wasn't given the opportunity. Most issue she was having were covered under her extended service contract excluding maintenance parts. I spoke with Mrs. Burton to see if she would like to bring, and we can assist her with a trade out. I also told her if another issue were to arise call me so I can see how I may assist.

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 10, 2022, I took my vehicle to Bob **** Automotive for repair. I was told that the repair would be done by Friday October 14, 2022. The repair only took 2 hours. They let my vehicle sit all week and didn't start the repair until the 14th of October 2022. I have extended warranty on my vehicle and because the repair only took less than 4 hours I had to pay for the rental, which Bob **** did not take any responsibility for, saying that because they had to diagnose it first that the responsibility of the rental was on me. I returned the rental on Friday October 14, 2022, at 5 pm that afternoon. I also called Sterling Rental and let them know that my vehicle had been repaired. I was charged for an additional day for the rental, because they said that Bob **** said that I returned the vehicle on Saturday at 11 am October the 15th 2022. I would like to be reimbursed for money that was paid due to false reasons why they had my vehicle the whole week, when the repairs could have been completed that next day. They held my vehicle and didn't repair it until I complained about it sitting on the lot for the full week. I would like to be refunded for the extended days of the rental.

  Business response

  11/08/2022

  Business Response /* (1000, 5, 2022/10/25) */ Tom ******* service manager at Bob **** chevy Kane Street spoke to Denise Young-Bess and the concern was the rental bill she had to pay when the car was not completed in a timely fashion. We are reimbursing the customer half the rental cost. The rental bill was $276.00, and we are refunding customer $138.00. Customer was very happy with our resolution.

• Initial Complaint

  10/13/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On October the 6th 2022 was the first date I think I took my vehicle I basically had my vehicle at Bob Bell three times when I first originally took it to barbell they told me that it was about $1,600 worth for work needed to be done because my real was sagging also my check engine light had popped on so they gave me a price after I sat in the lobby and waited then they told me that it was going to take them like 5 hours to do the work so I said okay me and my husband agreed to do it so they went on and said they'll set us up so I agree I didn't took the rental car back three times and I had to rent the rental car three times and each time they charge $200 to my card I got two of them refunded one of them they won't refund because barbell have not released the whole I've called barbell I left messages from the management and no one is seem to be calling me back I need my money back placed on my credit card I did everything I was supposed to do this was not my fault and basically I'm getting the bad end of the stick so basically Enterprise is telling me they can't get in touch with barbell I need the whole of $100 released on all my credit cards if any other ones that I don't even know at this point what other cards was used I spoke to Joe which was the manager at Enterprise and basically barbell needs to release all the funds because I have paid them in full for my vehicle I've got my vehicle back I need my money return back to my credit card

  Business response

  11/09/2022

  Business Response /* (1000, 5, 2022/10/14) */ Invoicing was completed with Enterprise, and hold released on customer deposit. I contacted customer by phone to insure it was completed. Consumer Response /* (3000, 7, 2022/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The hole is still being placed on my account when I contact Enterprise, they still waiting on barbell to authorize the extra days of rental car it's a back-and-forth issue with ball Bell and Enterprise and I need this resolved ASAP

*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. ↩