Complaints

This profile includes complaints for Charlie's Motor Mall, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Charlie's Motor Mall, Inc.

  465 Western Ave Augusta, ME 04330-6035

• 

  Charlie's Motor Mall, Inc.

  478 Western Ave Augusta, ME 04330

• 

  Charlie's Motor Mall, Inc.

  451 Western Ave Augusta, ME 04330-6035

• 

  Charlie's Motor Mall, Inc.

  448 Western Ave Augusta, ME 04330-6014

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/21/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged for miscellaneous services that did not apply to the work done on my car at the shop. I had an auto car starter programmed (had to be ****** dealer) and that was all.Was charged for environmental recycle fee (oil, coolant, etc) and miscellaneous parts and supplies. Neither of these applied to the work I had done at the dealership. It's deceptive and unfair business practice. It may apply to most dealership visits, but does not apply to the programming only job I had done at this visit. The dealership could not explain the charges and agreed it didn't apply to my visit but that they "charge it to everyone ". I'll pay for what is appropriate and relevant but not made up charges so the dealer can take more money using unfair and deceptive practices.

  Business Response

  Date: 10/22/2024

  Customer was unhappy about the misc. charges on repair order invoice. $10.34. Customer was NOT given an adequate reason as to why those charges are applied. First it is posted, in accordance with Maine State law, in the Service Drive that there is a 5% charge for shop supplies. The total dollar amount is also on the repair order that the customer signs prior to any work being done. When Mr. ****** was given explanation as to these charges, we did fall short. Shop supplies is not just rags, gloves, carts, etc. That is also how we pay for the computers and all software charges/subscriptions from the manufacturer. We did speak with customer and offered to refund the misc. charges in the amount of $10.34

   

  Customer seemed satisfied with explanation and resolution. Advised customer to please reach out to us again if there are any other concerns, now or in the future. 

  Customer Answer

  Date: 10/22/2024

  [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. 

  I do feel the business has opportunity to be more transparent with miscellaneous charges and perhaps review why miscellaneous fees are charged to the customer (% of every visit/bill) to pay for the tools the business needs to operate.  Seems like you would adjust your hourly rate (if needed) to effectively manage your business expenses/profits.

  Regards,
  
  **** ******

• Initial Complaint

  Date:04/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a 14' Jeep Grand Cherokee used. Within 1 year of owning it, I began having issues that has cost me around 8k or more within a year in half of owning it. My first service appointment began with 1 new rim due to a crack in it when I purchased it, 4 new tires, 4 new brakes/routers that cost me about 3k. I drove away after them having it for a week.. and returned the next day to find out my brakes were not put back together properly and they needed it for another week. I returned after getting it back for yet another problem and it was there for a few more days. Fast forward a month later, I had issues with the car running hot/check engine light coming on and off which was suppose to be addressed at the first appointment that never was, and a massive coolant leak. It took 3 months to even get it in to wait for the appointment because they were "busy". After it was there, it took 3 days for them to call me and tell me what was going on after ignoring my call all week. They stated I needed a new radiator, had a misfire in cyl 2 and recommended doing spark plugs and quoted me 2800. After 2 Weeks of me calling and calling they finally told me the Jeep was ready for pickup. I did an after hours pickup, and got the bill for 4300, and never paid that amount. I took **** and manager worked it out the next day and had me paid what I was quoted (thank you). TWO DAYS LATER the check engine light came back on and I returned the Jeep to the dealership to see what was going on. After review, was told they needed to rip it all apart again and that they needed to do a bunch more to it - meaning throwing more $$ into something I'd already put about 7-8k into. The sales manager would not make things right to keep me as a customer, wouldn't accept to help me pay Jeep off and get into something new when I'd already spent 8k in service within last 6 months...unbelievable. ICING ON THE ****** coolant leak was NEVER repaired, car is leaking like crazy STILL!!!!!! DO NOT RECOMMEND CMM!

  Business Response

  Date: 04/08/2024

  Our Service Manager has reached out to the customer and the customer has agreed to bring the vehicle in this evening and let us evaluate the issue. 

  Customer Answer

  Date: 04/19/2024

  [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. 
  

  Service Manager went above and beyond to resolve the issues and make things right. Thank you for making right for a long term customer, I will consider returning in the future.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:03/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Charlies ****** of ******* *****, I bought a car brand new form this dealer. I have an engine failure, the car is under warranty, the dealer insists I call the manufacturer for answers, Charlies is the ****** dealer. Why isnt the dealer obligated to do this? They are my contact for issues with my car, I didnt buy my car through ****** directly, my car has been at the dealership for 4 months, and they are unwilling to help. The dealer is a certified ****** repair garage.

  Business Response

  Date: 03/19/2024

  Customer purchased a ****** extended service contact at time of vehicle purchase. We called ****** and they performed an investigation and requested documentation of service records from the customer. The customer stated that because of his place of employment, he had access to Amsoil and performed the oil changes himself. The records that he provided were hand written and somewhat vague. ******, after their investigation, concluded that the information provided was not enough to prove that the proper maintenance was performed on the vehicle. Myself, and *******************, the service manager, spoke with several different people at ******, including ****** Customer Advocacy. *********** emailed the dealership approximately a week ago stating that he has tried to contact ****** and they are not responding. *** in Service has called ****** multiple times a day since, trying to get a response and has yet to get a response. *********** also approved a $1,600 tear down of his vehicle that we have not collected money for. 

   

  Customer Answer

  Date: 03/19/2024

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

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

  *****

   

   

  Customer Answer

  Date: 03/20/2024

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

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

  *****

  I will definitely pay the required amount to Charlies for their work on my vehicle. I want them to understand ** not trying to blame them for circumstances they cannot control, I have had no communication from them, until now. I understand they are not allowed to proceed with ****** consent, I have not been provided with a resolution in any way. Not from ****** or ******* I am disputing the communication, I have been left alone to deal with this issue, I was under the assumption that Charlies is my line of communication about the issues, I have with my car. Also, they advertise the service and protection they provide. I dont understand why ****** will not talk to me, or why they will not talk to Charlies, or why Charlies would not tell the reason for the engine failure because they did not know, yet they told the Amsoil representative they full details. The amsoil representative called me and advised me of the conversation. He also has been trying to contact ****** on my behalf, and ****** will not respond to his inquiry, I find this all deceptive. At what point does Charlies make this situation right and repair my car, I have trusted this company with my 2 last car purchases, to have them to just sever ties. I havent heard if they have received anymore communication from ******, from their response to this inquiry. 

   

  Business Response

  Date: 03/22/2024

  We have been in contact with ****** of ******* as well as the consumer several times to attempt to get a resolution. ****** of ******* sent out an independent investigator to look at the repair and they determined that the vehicle does not qualify for warranty repair due to lack of maintenance, which has been explained to the customer.  *** in service did call the customer this morning and informed her that we have located an aftermarket engine and we would reduce the labor bill to help them with the cost. The offer still stands. 

• Initial Complaint

  Date:01/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 2022 I contacted *************************** at Charlies Motor Mall regarding the puirchase of a 2019 Nissan Frontier and trading in my 2018 Nissan. ****** advised me to go across the street to the ***************** as my 2018 had been in an accident in July 2022 and I was having issues getting it looked at and to that point my insurance (Geico) had only paid for my tire replacement and nobody had been able to give an estimate on the rest of the damage. I went across the street to make an appointment and was told I believe by **** that I would be better off to just trade it in and they would send it to auction with the repair check from Geico as they were currently booked about 6 months out for estimates and then an additional visit to drop it off for the work to be completed. I don't remember the date for this appointment but believe the week of June 5th.In the meantime, I hit a dear in Feb 2023. Geico issued a check to me for around $960ish dollars for this. I called Charlies **************** and spoke with ***** (sp?) was told they could complete a supplemental estimate for the front end if one was needed when they complete the supplemental from the July 2022 accident when **** supposed to drop it off in June.I arrived for the appointment in June and the person walked out to my truck, looked at the front end, looked at the rear passenger wheel well and looked at the trailer light hookup. Without ever taking it into the garage he said, "Make an appointment. We'll arrange a rental or loaner and will get all this fixed". I asked how they were going to do it without giving me an estimate and he said while they're repairing the damage the Geico adjuster listed they would create the supplemental estimates and would probably need to call Geico and have the adjuster come look at it to show them what needed to be done. So I left again with no estimate and another appointment to bring my truck in for repair on 01 January ****. On 30 December 2023 I emailed the Geico estimated to the **************** with *************** and gave her the name of the Geico rep I had dealt with. I dropped my truck off on 31 Dec 2023 and went in to see ***** on 01 January ****. ***** was not in so I saw someone named ***. I let *** know I was borrowing a vehicle so wouldn't need the rental. She said my truck would be ready in a few days. I just said "wow" because it seemed like a short amount of time to inspect the damage, get the parts and complete the repairs.On 4 January *** called to ask if I had an alignment when I got my tires from the 1st accident. I called her back to let her know that I had not had an alignment. I then called back again to make sure the ********* center was not putting tires on my truck and was only completing an alignment. She said, "No, just the alignment." I explained my relief because of the involvement of the 2 claims and asked if the rear quarter panel, light hook-up, exhaust had been repaired. *** responded that everything had been repaired and they were just sending it across the street for the alignment. *** said she would call when it was done so I could pick it up.Today, 05 January ****, *** left a voicemail to let me know the repairs were done. I called her back and **** said that I would need to pay around $1100, which I expected because ***** had already sent me a check for $960ish plus there was a $250 deductible on one of the claims. I asked her if everything had been repaired (rear quarter panel etc) and she said NO. ALL they repaired was the front end damage from the 2nd accident and the alignment from the 1st accident. *** proceeded to attempt to talk over me when I was asking her questions, kept calling me dear, hon etc which is quite demeaning and I hung up and called Charlies *************** where I was transferred to Mark (?) ***** supervisor, who also attempted to talk over me.When I asked WHY thay hadn't fixed the damage from the 1st accident he said they only did a supplemental fort he deer hit and were not doing supplemental repairs as they DO NOT write estimates or supplemental estimates for Geico. I asked him why they did a supplemental for the alignment on the first accident if they "Don't do estimates or supplements for Geico". He then claimed to not have seen the Geico estimates even though I dropped copies of them off at the June 2023 appointment and he said they would do a supplement and have ***** approve it.I have returned my friends vehicle as they need it for work this week and I don't believe a rental is covered so I will be paying this "out of pocket" until the damage can be fixed.

  Business Response

  Date: 01/09/2024

  ********************************* has completed the additional work on the customers' vehicle at no charge to the customer as the customer refused to make an additional claim on her insurance for the work that was not included in the scope of her claim to the insurance company. We have left a message with the customer to let her know she can pick up the vehicle. There will be no charge as we are considering the additional work good will. This completes our obligation to the customer.

• Initial Complaint

  Date:12/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Monday November 30 2023 my wife drove our 2016 Nissan rogue to ******* motor mall for an oil change, tire rotation and a recall. The car was running in perfect condition when she got to the shop, Charlies did the work and when my wife picked up the car she didnt go a quarter mile and noticed that the rpm was surging and the car was chugging. I got home and took the car for a ride on Friday night ( it didnt move again until then) I noticed the same things and the check engine light was on, I called Charlies and had them look it over they can back and said 4 sensors in the transmission all went bad at once ( highly unlikely as I am a me and myself ) they want upwards of **** dollars to fix this and refuse to help us in any way, even when it was brought to their attention that it was broken while in their shop. Not to mention we just purchased this car from them not 9 months ago, I am asking that Charlies fix their mistake and make good on the repairs

  Business Response

  Date: 12/20/2023

  I personally reached out to my Nissan Representative and was able to get them to pay for half of the repairs, and *******'s will be taking care of the other half. We called customer and the issue is considered resolved.

   

  -***********************

  Charlie's Nissan

• Initial Complaint

  Date:09/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Purchased new car 2020 *** ******* warranty 5 years or 100,00 miles 3 years ago from Charlie's Kia motor mall ******* *****. I have had no problems with the vehicle until September 19, 2023, at which time the check engine light came on. I called the dealership to get an appointment to have my car looked at. I explained to them that the check engine light is on the office person making the appointment asked if the light was a solid light or a flashing light. I advised her it was a solid light, she then advised me that "its ok to drive as long as it's not flashing" I asked if she felt comfortable making that decision without know what is wrong with the car. She assures me it was ok to drive. I felt that it was not appropriate for her to make this decision seeing she was not a trained mechanic.We then continued to book an appointment to have my car looked to see what the problem is. I wanted the car towed to their garage. She stated that she was booking out and the soonest was not until November 6th, 2023, she stated that they "were too booked out". I then asked if I could get a loaner which she stated "we do not have loaner cars, but you could rent a car for ***** per day. She recommended that I not have my car towed until closer to the date of November 4th because" there are a lot of cars waiting to be worked on". When asked if I could speak with service manager, I was advised that they would have to take my name have someone to call me back, (there was never a call back). When asked if they had a cancellation list, I was advised to keep calling every day to see if they have an opening. I live an hour away. I'm extremely upset as a consumer that Charlies *** treats their consumers this way. I'm asking for a better timeline for a repair not to wait months for an appointment .Charlies *** does not have good customer service for those consumers who need them in an emergency Life happens and it would be less stressful knowing that they have your back.

  Business Response

  Date: 09/21/2023

  We contacted the customer and we got the vehicle in tomorrow to complete repairs.

   

   

• Initial Complaint

  Date:04/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Extended warrantee control number ******. Battery drain issue which ****** has had since 2015. My 2019 has had 2 new batteries in 2 months. Found out about the litigation and took it to *******'s. They wanted to charge me and I said it is suppose to be free. Now they want over $700 to fix a problem that is a defect on ******s end. NOT RIGHT. I don't expect any help from you because you guys are not willing too do the right thing. Just need to say my peace. I have bought a new Tundra in 2017 and a new Tacoma in 2019, plus my ****** in 2022. *********************** has been good to me....but...subaru NOT. I had a new Tacoma on order but now I have cancelled. BYE

  Customer Answer

  Date: 05/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************