ComplaintsforBob Bell Automotive Group, Inc.

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had to take my car in for repair at Bob Bell Ford Service Department in Glen Burnie, MD on 4 separate occasions for the same AC issue since mid-March 2022. This is being written mid-September 2022 so I have had to take my car in to them for repair on 4 separate occasions within a 6 month period. In March 2022, my air conditioning started blowing warm air. I took the 2017 Ford Escape (w/~40000 miles) to them to fix the issue. The first time. They reported to me that I had critter damage to my AC unit so they needed to replace some tubing and wiring. My charges came to ~1000 US Dollars. I got the car back and it worked for about 3 months until it started blowing warm air again. I then took the car back to them in mid-June 2022, They made the repairs (which I cannot recall the exact details) which, again, the charges came to ~1000 US Dollars. The car then started blowing warm air again at the end of August 2022. I took the car back to them and they kept my car from Wednesday one week to Tuesday the next. During that time I had to call them multiple times to get updates on my car. They did not once offer me a courtesy vehicle for them keeping my car for almost a week. I was not charged this time, but the repair report provided to me only indicated that they charged the AC and checked for leaks multiple times (so pretty much didnt do anything to fix the issue). The car then started blowing hot air again a few weeks later. I took the car back to them again and they have now kept it from Wednesday one week to Thursday the following (and still counting). They are supposedly repairing the whole AC unit free of charge but I have had to contact them multiple times to get updates. I have not once been offered a courtesy vehicle.

  Business response

  09/27/2022

  Business Response /* (1000, 5, 2022/09/26) */ WE have spoken with the customer. Advised back-order part expected shortly. Provided customer courtesy loaner until part arrives this week. Consumer Response /* (2000, 7, 2022/09/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept but there needs to be a bit better customer service from the company. It was inexcusable I had to take the vehicle in 4 times for the same repair and they held onto my car for so long a time before offering me a courtesy vehicle. I should not have had to call the General Manager directly to get the service I should have received from the beginning.

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my vehicle in 2020 it is a Ford F-150. From the beginning I had issues with the check engine light coming on, they assured me it was GHOST CODES. This show me that the truck had computer problems before I purchased it. The spark plugs were recommended to be changed at next visit, once spark plugs were change at 35,367 miles the engine blew and they stated it was not under warranty because they were not changed at 20,000 miles. If I were notified that the spark plugs had to be changed at 20,000 miles, it would have been taken care of. Also, being as though the truck was in multiple times, I am not sure how that was missed or not communicated to me. The vehicle will not pass emissions, the tags are getting suspended and it is still at the dealership. Now I have been without my vehicle for over 180 days. Attached below are the supporting documents for this claim.

  Business response

  09/27/2022

  Business Response /* (1000, 5, 2022/09/20) */ The warranty claim has bee denied by Shelby for the stated reasons. We have arranged with the customer to perform the repair at a reduced rate.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the used truck one month ago with an extended warranty. Noticed the inside of my right tire bald. Took it to the dealership service and they said any after market parts is not covered. That's the way I bought the truck did not do anything to it. They need to cover this, that's why I bought the extended warranty

  Business response

  09/27/2022

  Business Response /* (1000, 5, 2022/09/08) */ Mr. ***** has been contacted by our used car director Lee ***** and in the spirit of doing our best to completely satisfy our customers we did agree to correct. We do want to ad that previously owned vehicles that have had modifications or alterations with that were not factory may not be covered by existing factory warranties or extended warranties. On a previously owned vehicles extended warranties may not cover pre existing problems or issues.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  FROM ORIGINAL PURCHASE OF HYUNDAI ELANTRA 2016 PURCHASED 2015, MY CAR HAS ONLY BEEN SERVICED BY BOB BELL FORD/HYUNDAI, ORIGINAL POINT OF SALE FOR MAINTENANCE UPKEEP AS DIRECTED AT NO TIME DID THEY RECOMMEND CHANGING THE TRANSMISSION FLUID BUT CHECKED OFF THAT THE FLUID AND ALL OTHER FLUIDS WAS TOPPED OFF EACH TIME I TOOK THE CAR IN FOR RECOMMENDED SERVICES,MY COMPLIANT IS SERVICE TECHS FALSIFIED MAINTENANCE REPORTS AND FAILED TO PROVIDE ,,CAUSE MY TRANSMISSION TO FAIL AS OF JULY27TH I WAS STRANDED,HAD CAR TOWED TO ANOTHER HYUNDAI DEALERSHIP IN THAT AREA OF BEING STRANDED THIRTY TWO MILES ONE WAY FROM HOME AT NIGHT NEXT DAY CAR WAS DIAGNOISED , VERY LOW BROWN COLORED TRANSMISSION FLUID LEFT IN CAR,OIL LEVEL VERY LOW,ANTI FREEZE COOLIANT LOW IN RESERVOIR,MY CAR HAD BEEN SERVICED AS RECENT AS JUNE 13TH BY BOB BELL HYUNDAI TECHS, I EMAILED SERVICE MANAGER AND PLACE CALLS TO TWO DIFFERENT SERVICE MANAGERS AND AS OF TODAY NO RESPONSE AS OF TODAY I AM STILL WAITING ON A NEW TRANSMISSION TO COME IN AND BE INSTALLED IN MY CAR WITH ANOTHER HYUNDAI DEALER WHICH HAS BEEN QUOTED AT 4,500.00 BOB BELL IS DIFINANTLY AT FAULT AND I AM HOLDING THEM TOTALLY RESPONSIBLE AND THEY SHOULD HANDLE THE COST OF REPLACING THE TRANSMISSION THE HYUNDAI ELANTRA IS THE ONLY CAR I OWN AND I HAVE EVERY INVOICE GIVEN TO ME INCLUDING THE ORIGINAL PURCHASE ORDER I CONTACTED HYUNDAI MOTOR AMERICA AND WAS GIVEN A CASE NUMBER BUT REFERRED TO BBB. I CAN PROVIDE ADDITIONAL INFORMATION IF NEEDED

  Business response

  09/27/2022

  Business Response /* (1000, 5, 2022/09/08) */ we have contacted the consumer and arranged to have the vehicle here for inspection. Our goal is to take care of our customer. Consumer Response /* (2000, 7, 2022/09/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I HAVE BEEN CONTACTED FROM THE BUSINESS, CURRENTLY REPAIR SERVICES PENDING TRANSMISSION ON ORDER

• Initial Complaint

  08/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I brought my car into Bob Bell Kia service center on July 22, 2022, it is now August 14, 2022 and service has not even begun. I was given an estimate of $1700 for repairs, and told service would begin after parts came in which would take "3-5 days." It has now been 23 days. The service agent Samantha has repeatedly dodged my phone calls. I called every day last week and left voicemails in hopes someone would communicate with me what was going on, she did not get back to me until Thursday the 11th, when she left a message saying they were waiting on a single "machine screw" and that they were going to "start trying other parts suppliers." When I asked her to tell me the specifics/dimensions of this particular screw so that I could find it myself elsewhere, she just said that she "didn't know" and that she'd call me back which she never did. I'm drowning in rental car costs while no one at Bob Bell Kia seems to care at all about the service they provide or my time and money.

  Business response

  10/11/2022

  Business Response /* (1000, 20, 2022/09/22) */ This vehicle was completed on 16AUG2022. The extended repair time was verified as parts availability. This vehicle is a 2011 therefore some parts are becoming more scarce. With regard to the communication concern, internal personnel changes were made to correct this, ongoing.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We sold our 2016 Kia Sorrento to Bob Bell Kia on June 20 for $10,500 (I am in possession of the bill of sale). They needed our lien release before they could cut us a check, which arrived to their office on July 5 (confirmed via telephone by the sales manager, Jamie ******). Jamie informed us he would be sending the paperwork to a central office that same day and they would send us a check in the mail the following day. After waiting two weeks, we called Jamie back and he informed us that the central office "forgot" to write the check, but it would be going in the mail that same day (July 22). When we again didn't receive the check for a couple of weeks, we called back yet again and the central office informed us they never received the paperwork from Jamie (this is now almost a full month after they received the lien release). The GM of Bob Bell Kia (Paula) told us on Friday July 29 that she was personally dropping the paperwork off and the central office would call us today (8/1) to come pick up the check. They never called and are not returning our calls. It has now been over 6 weeks and every time they say we are going to get a check it is a complete lie. I would appreciate some resolution and accountability from the BBB, as this business is at best incompetent, and at worst trying to steal $10,500.

  Business response

  09/01/2022

  Consumer Response /* (2000, 5, 2022/08/04) */ Re: BBB Complaint Case# 36192638 (Ref#XX-XXXX-XXXXXXXX-X-XXX) External Inbox ******* ******* <********@gmail.com> 8:44 AM (33 minutes ago) to me Hi **** - Thank you so much for getting back to me. After 8 long weeks we actually were able to resolve this and received the compensation we were owed. However, I do think sharing this experience is still worthwhile, as I have never encountered more dishonest and difficult company to work with. Best, *******

• Initial Complaint

  07/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Avoid this dealer like the plague. In 2015 I purchased a 2016 Nissan Pathfinder. The pathfinder was a base model and didn't have Bluetooth connectivity. The dealer gave me 500$ to have a guy they recommended upgrade the radio. I took it to the guy and he installed a new radio. A few month later I started having issues with the air bag warning light. I took the car to the dealer and they replaced the control module for the airbag system. A couple months went by and the light came back on. I took the car back to the dealer and they said that they would replace the spiral cable on the warranty. I get a call a few days later and I was told that the warranty would not cover the repair because the aftermarket radio. They told me to call my insurance to have them cover it or I could pay 10,000 to have it fixed. I was in the military at the time and didn't have the 10,000 so I called the insurance. My insurance said they would not cover the repair. The dealer told me that they wanted payment for the work they did up to this point. I said that they told me it would be covered under the warranty and I didn't have any money to give them. After going back and forth for a while the dealer said fine then come and get the car. I went to the dealer to pick up the car to find the car I had driven into them was completely disassembled. Seats were all removed and the dash was removed. They had every single nut, bolt, and fastener in two coffee cans and all of the large parts like the dash and seats thrown in the back. The car was no longer drivable. Being in the military and going into a training exercise I didn't have time to deal with this. They handed me a paper and said sign this and you can take the car. I had the car towed to my home and put it in my garage. I had to purchase a new car and eventually surrendered the un-usable car to bank. They ended up costing me a fortune and 7 years 4 years of payments to make right with the bank. I'm hindsight I should have called the police

  Business response

  09/16/2022

  Business Response /* (1000, 5, 2022/07/28) */ LC 07/28/2022- (BBB Note from the business)- The business has advised that they will need the applicable VIN # to be able to investigate the complaint and respond. Please provide VIN# Consumer Response /* (3000, 7, 2022/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Providing follow up information requested by business Business Response /* (1000, 15, 2022/08/25) */ Back in June of 2017 is when the vehicle came back for air bag issue and here is the notes that were documented on the invoice the customer received "PERFORMED DIAGNOSTIC, CHECKED WIRING. DURING DIAGNOSIS, DISASSEMBLED FOR REPAIRS AND FOUND AFTER MARKET CAMERA SYSTEM AND OTHER AFTER MARKET SYSTEMS INSTALLED TAPPED INTO MAIN HARNESS CAUSING AIR BAG LIGHT, NOT WARRANTABLE CONCERN. WOULD NEED TO REPLACE HARNESS. CUSTOMER DECLINED ALL REPAIRS AND REASSEMBLY, CUSTOMER NOTIFIED NOT REASSEMBLED AND WAS TOLD BY CUSTOMER HE IS TO TAKE CARE OF REPAIRSREASSEMBLY HIMSELF. CUSTOMER TO TOW VEHICLE FROM SHOP." And from my knowledge and looking at history of vehicle we have not seen this vehicle or heard from customer since 2017

• Initial Complaint

  06/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  BOB BELL CHEVROLET of Belair 1230 Belair rd Bel Air ,Md 21014 XXXXXXXXXX Cust#XXXXXX ************ Request for information This letter is simply a request for information in regards to the 2018 Ram 3500 White I brought on or about XX-XX-XX from bob bell chevrolet of belair .I was hoping that you would be able to provide a copy of the following information for my records: Copy of the Retail Installment Contract Copy of the Arbitration Agreement Copy of any other documents you have on file with my signature The accounting for my account reflecting payments, credits, and adjustments A clarifying statement of your role in this transaction My contact information is as follow: ****** **** ********************* Joppa ,md XXXXX **********************

  Business response

  09/01/2022

  Business Response /* (1000, 12, 2022/07/15) */ Contact Name and Title: Michael **** Contact Phone: XXX- XXX- XXXX Contact Email: *****@bobbell.com Mr. **** did not enter into a financial agreement with the dealership. Mr. **** paid the dealer with a check they he obtained on his through his credit union. We reviewed this with the customer when he sent us a letter stating and requesting same information a year or so ago. Mr. **** may contact me if he would like and we can arrange for him to pick up a copy of any documents he signed related to the purchase. Mr. **** would just need to bring proof of identification as there may be personal information on documents. Consumer Response /* (3000, 14, 2022/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Based on the contract and arbitration agreement that's provided I will just forward this information to aaa arbitration so they can look at the truth and lending violations. Also could the loan document be mail to at ***********@gmail.com Business Response /* (4000, 16, 2022/07/25) */ As stated previous the truth and lending would apply between his lender and the customer. Mr. **** obtained his own financing and brought us a check from his Lender. We also will not email any sanative documents. The customer is more that welcome to come in with proper ID and obtain copies of transaction paperwork.

• Initial Complaint

  06/10/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I brought my car in for a coolant leak. A part was ordered and a repair was attempted on 12/3/22. Before leaving the service station I realized that the leak was still present. I told the service advisor she acknowledged it was still there. She had me bring the car in another day for another technician to look at it. After I took off work and came in I was told he had covid. Brought my car in another day it got look at and a part was order. On 6/9/22 the part was installed. All of this took place over 6 months and 5 visits. When I started the process my car was still under the 60,000 mile warranty. By the time of the last repair I'm over 68,000 miles and now they are charging me a bill for the repair.

  Business response

  08/16/2022

  Business Response /* (1000, 5, 2022/06/13) */ ** (BBB Note)- the business called in and advised that before they can respond to the complaint, hey will need the following: -Make of the vehicle -Location purchased from Consumer Response /* (3000, 7, 2022/06/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) 2017 Kia Cadenza the vehicle was purchased from Bob Bell Ford. Also, before my 60,000 mile warranty was up I informed Samantha the Kia service advisor that my oil light would come on and off. She informed me that she put the information into Kia and was waiting for a response. On 6/9/22 I had an oil change performed while the car was in the shop for the coolent leak. I received a phone call from the service department to inform me that that check engine light came on after the oil change. He asked if I wanted to pay $140 to run a diagnostic I said yes. Later I was told that it was a sensor that's bad it would cost $1000 to replace. I don't understand why I wasn't asked if I was willing to pay for the diagnostic when I frist brought to my service advisor attention.

• Initial Complaint

  06/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought a 2010 Honda Odyssey in October of 2021. I didn't test drive the car because it was in emissions when I bought it. After a a day or two after I bought it I was told that it needed a middle seat cushion for the middle row seat in order for it to pass the safety inspection. I was told that I can either wait till the part comes in and then pick up the car or just pick up the car and they'll call me when the part comes in. So I did that, just to find out that the navigation system didn't work and i had to pay someone to disconnect the cd player in ordered for the navigation system to work, but that made my dvd player not work. I've had many text messages and phone calls about getting the middle seat cushion fixed so I can use that seat. I've dropped my van off a few times so they can make the part. They made a part for it but it doesn't latch and click in so I still can't have someone use that seat that I need avaliable. I was told that my van has two different years on it and that they are trying to get the right part. I have been very patient about this I only get any information about anything if me or my husband text and call and talk to them and complain that's the only time do they ever give us any information about what's going on. They told my husband that they could buy another seat but that they don't want to buy a whole seat just for the cushion. So technically I was given a car that did not pass the safety or emissions one of those 2 because it needed that part and I haven't gotten that part yet. I'm having a baby and I need that seat. It's been 7 monthes.

  Business response

  07/17/2022

  Business Response /* (1000, 5, 2022/06/15) */ WE WILL REACH OUT TO THE CUSTOMER DIRECTLY AND MAKE SURE THE CONCERN GETS RESOLVED QUICKLY Consumer Response /* (3000, 7, 2022/06/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been hearing this response since day one. I still haven't received a response from them Consumer Response /* (2000, 9, 2022/06/23) */ The main problem was finally solved after 7 months.

*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. ↩