Complaints

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

• Initial Complaint

  Date:07/30/2024

  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.

  I purchased the vehicle on July 26, 2023. During the test drive, I noticed a maintenance light, which I pointed out to the sales associate, but my concerns were dismissed. I assumed it was a minor issue and didnt think much of it until, just 15 minutes after leaving, the engine began smoking and the car broke down. I managed to get a tow to a gas station and had to spend the night in my car, causing me to miss my 6 a.m. shift the next day. After numerous calls, their "mechanic" (also listed as the manager on their website) finally drove me home. I was without a car for a few weeks before it was finally repaired. Unfortunately, less than a week after getting it back, the engine began smoking again. From September 2023 to February 2024, I had a loaner vehicle, which allowed me to find a new job. Since I live in an area without bus services and where Uber/Lyft rides cost $40-$200 one way, having reliable transportation is essential. Now, in July 2024, my car is out of commission again. Despite keeping up with maintenance, I'm facing the same issues. Im now searching for a new job, having to walk, and relying on alternative transportation.

  Business Response

  Date: 07/30/2024

  Dear *************************,
  Thank you for bringing your concerns to our attention regarding your vehicle purchase and the subsequent issues you have encountered. We apologize for the inconvenience you have experienced and understand the frustration of dealing with repeated vehicle problems.
  Regarding your concerns, we would like to provide the following response:
  Initial Concerns and Engine Replacement:
  We understand that you mentioned noticing a maintenance light during the test drive; however, our records indicate that there were no warning lights on at the time of the test drive. Unfortunately, the timing chain jumped shortly after your purchase without any prior indication of a problem.
  Upon learning about the engine failure, we took immediate action to replace the motor at no expense to you, understanding the significant inconvenience this caused. We provided you with a loaner vehicle from September 2023 to February 2024 to ensure you had reliable transportation during this period.
  Current Issues:
  We are sorry to hear that your vehicle is experiencing similar issues again. Given the distance between your location and our dealership, we recommend that you take your vehicle to a local, trusted mechanic to diagnose the problem. Please obtain a detailed diagnostic report from the mechanic.
  Next Steps:
  Once you have the diagnostic report, please forward it to us. We will review it to determine if the issues fall under the warranty for the replaced motor.
  If the current problems are covered under warranty, we will coordinate with you to address the necessary repairs promptly.
  We are committed to ensuring that you have a reliable vehicle and will work with you to resolve this matter as efficiently as possible. Please contact us directly at your earliest convenience with the diagnostic report or any further questions you may have.
  Thank you for your understanding and cooperation.
  Sincerely,
  ****
  R&R Car Company
  Phone: ************
  

• Initial Complaint

  Date:07/01/2024

  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.

  I got sold a lemon they want give me a better car they keep working on ah truck that ********************* went out they so fixed it the

  Business Response

  Date: 07/22/2024

  Dear BBB and **********************,
  

  
  

  Thank you for bringing this matter to our attention. We take all customer feedback seriously and strive to ensure satisfaction with our services.

  
  

  Customer Concerns:

  ********************** has expressed dissatisfaction with the vehicle she purchased, stating that it required significant repairs shortly after purchase.

  
  

  Our Response:

  We understand Ms. ********** frustration and want to provide a detailed account of our efforts to resolve her concerns.

  
  

  "As Is" Purchase: ********************** purchased the vehicle on an "as is" basis, which was fully disclosed at the time of sale. This means that the vehicle was sold without a warranty, and any issues arising post-purchase are the buyer's responsibility.

  
  

  Extensive Repairs Undertaken: Despite the "as is" nature of the sale, as a gesture of goodwill and in an effort to ensure Ms. ********** satisfaction, we chose to invest in substantial repairs for her vehicle. Specifically, we replaced both the engine and the transmission at no cost to her, totaling over $8,000.

  
  

  Commitment to Quality: Our team performed these repairs with the intention of providing ********************** with a reliable vehicle. We believe these efforts go above and beyond what is typically expected in an "as is" sale scenario.

  
  

  Conclusion:

  We sincerely hope that ********************** recognizes the value of the extensive repairs provided. At this point, having invested significantly in the vehicle, we are unable to offer further assistance.

  
  

  We appreciate the opportunity to clarify our actions and reaffirm our commitment to customer satisfaction. Should there be any further questions or need for additional information, we are available to discuss this matter further.

  
  

  Thank you for your attention.

  R & R Car Company

• Initial Complaint

  Date:06/29/2024

  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.

  I purchased the vehicle on June 21st and have experienced several issues with it since taking delivery. Initially, I noticed that the headlights were not functioning properly, but as I was on my way to work, I didn't have the opportunity to investigate further.Upon closer inspection, I've also discovered that the interior has a strong mildew odor, which is unpleasant and concerning. Furthermore, four dashboard warning lights are illuminated, indicating potential issues with the vehicle's systems.Additionally, during my limited driving experience with the vehicle, I've noticed that it experiences jerking or hesitation when shifting gears, which is unsettling and potentially problematic.Unfortunately, I've been unable to address these concerns in a timely manner due to my busy schedule, as this has been my only day off since purchasing the vehicle. When I contacted the dealership, they informed me that they are unable to assist me with these issues at this time.Given that my first payment is upcoming in July, I'm concerned about the condition of the vehicle and the implications for my financial commitment. As a new owner, I had expected a higher level of quality and reliability from the vehicle, especially considering it's been only one week since purchase. I would appreciate it if we could discuss possible solutions or alternatives to address these issues.

  Business Response

  Date: 07/01/2024

  Dear **************,
  Thank you for bringing your concerns to our attention. We are committed to ensuring our customers are satisfied with their purchases and appreciate the opportunity to address your issues.
  Upon reviewing the details of your complaint, we would like to clarify the following points:

  
  Vehicle Delivery and Initial Agreement: When you took delivery of the vehicle on June 21st, after a thorough test drive and mutual agreement, it was deemed satisfactory and fully reliable. We acknowledge that you were aware of the wet seats at the time of delivery, but you chose to take the vehicle regardless, understanding the situation.

  
  Concerns Post-Purchase: We understand that you have encountered several issues since taking delivery, including malfunctioning headlights, a mildew odor in the interior, illuminated dashboard warning lights, and jerking or hesitation when shifting gears. We apologize for any inconvenience this may have caused.

  
  Initial Response and Follow-Up Inspection: Upon contacting us with your concerns, we proposed a follow-up inspection at our affiliate repair facility to address the issues. However, this offer was declined.

  
  To resolve this matter, we propose the following solution:

  
  We are willing to conduct a thorough inspection of your vehicle at our affiliate repair facility at no cost to you. This inspection will help us identify and address any underlying issues.
  Based on the findings of the inspection, we will work with you to come to a fair and reasonable agreement regarding any necessary repairs or adjustments.

  
  We value your business and want to ensure you are satisfied with your vehicle. Please contact us at your earliest convenience to schedule an appointment for the inspection. Our goal is to address your concerns promptly and provide you with a reliable and satisfactory vehicle.

  
  Thank you for your understanding and cooperation.
  Sincerely,

  R & R Car Company

• Initial Complaint

  Date:05/07/2024

  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.

  I purchased a 2010 ***** Traverse back in 2022 and while purchasing the vehicle I was told that it had several issues that needed to be addressed. I ended up going back and forth to the dealership to inquire about work getting done to it. As a result, I reached out to the dealership 2 months ago to seek help with trading it in. They ended up telling me that I would need almost ****** dollars to trade it in and that I was pretty much stuck with the car even though it is not very reliable. In addition to their response, the also considered that I "Do an insurance job" on the vehicle if I wanted it gone so bad. I honestly have been trying my best to fix my credit and get out from under this terrible car loan. However, I am at my wits end. I am requesting that this company admit that this was a bad deal and assist me with getting into a new vehicle so that I can continue providing for my children.

  Business Response

  Date: 05/07/2024

  Dear BBB,
  We have received the complaint filed by Mr. ************************* regarding his purchase of a 2010 ***** Traverse from our dealership in 2022. We appreciate the opportunity to address his concerns and provide clarification on the matter.
  Our dealership is dedicated to ensuring customer satisfaction and upholding the highest standards of integrity in all our transactions.
  Upon reviewing the details provided, we understand ********************** frustration with his current vehicle situation. While we empathize with his desire to explore options for a new vehicle, it's important to note that trade-in values are influenced by various factors, including the condition of the car and market fluctuations.
  As a gesture of goodwill, we are willing to assist ****************** with repairs at a limited cost, as agreed upon in the contract. We are committed to finding a resolution that meets his needs and our business capabilities.
  We encourage ****************** to contact us directly to further discuss his concerns and explore potential solutions. Our team is available to address any questions or provide assistance as needed.
  Sincerely,

  R&R Car Company 

• Initial Complaint

  Date:03/28/2024

  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.

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

  Business Response

  Date: 04/08/2024

  Dear ****** ******
  Thank you for reaching out to us regarding the issues you're experiencing with your 2005 Equinox. We're sorry to hear about the troubles you've faced since your purchase. We understand the frustration and inconvenience this situation has caused you.
  While we strive to ensure that all vehicles undergo a thorough inspection before being sold, unfortunately, mechanical issues can arise unexpectedly, as is the case with any machine, including vehicles.
  We would like to assist you in resolving this matter. As a gesture of goodwill, we are willing to cover the cost of the necessary repairs. However, in order to proceed, we kindly request that you have the vehicle towed to our repair facility. Once the vehicle is here, we will diagnose the issue and proceed with the necessary repairs at no cost to you.
  Please let us know if this arrangement works for you, and we can assist you with the logistics of getting the vehicle to our facility. We value your business and want to ensure your satisfaction with our products and services.
  Thank you for your understanding, and we look forward to resolving this matter promptly.
  Sincerely,
  R&R Car Company

  586-935-7140

  Customer Answer

  Date: 04/08/2024

  [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 made by the business in reference to complaint ID 21500126, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ****** *****

• Initial Complaint

  Date:01/21/2024

  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.

  Was sold a car for $3000 on a lease car went out same went told them about it took the car to them three times no resolution asked for a new car or for them to fix the problem after so many issues gave them the car back asked for a refund said they dont do that and basically in the car business you never know what youre gonna get owner told me shell have me pay her lawyers fees if I take her to court just want my money back so I can get a car even asked for a price adjustment and just to get $1500 back said they dont do refunds sales are final

  Business Response

  Date: 01/30/2024

  *******************, we appreciate your feedback and apologize for any inconvenience you've experienced. We understand your concerns and would like to address them. While we cannot provide a refund due to our policy on final sales, we value your satisfaction. We'd like to offer you a discounted rate on another vehicle, providing an opportunity for a better experience. Please contact us to discuss this option further and find a resolution that works for you.

• Initial Complaint

  Date:11/03/2023

  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.

  Me and my husband purchased this 2015 Buick regal last year 2022. Within the first week, the car was having problems, the car company took the car to get fixed, and not only were the problems not fixed the car came back worse than when we gave it to them. The car had more issues. We were not given an option for warranty. We even try to get a warranty from a third-party and were not allowed to. We tried speaking to the company multiple times requesting help and all they did was ask us the issues, tell us they would get back to us later, and never call us back. Now we are being forced to pay for a used motor because the motor blew out on the vehicle and it has not even been a year yet. At this point the car is completely worthless. We Tried to take it to ****** to refinance and they would not do it because the car was not even worth $5000. We have been trying to take care of the situation In house, they sold us a lemon and everyone that was working at the company at the time we purchased the vehicle, they were fired, and they let us know that they did make incorrect deals and werent supposed to sell us the car we have now. We do not want to constantly be ignored after voicing the situation multiple times. We would like them to pay the complete amount for the faulty vehicle, and get the vehicle off of our credit.

  Business Response

  Date: 11/06/2023

  Dear ******,

  
  We appreciate your detailed account of your experience with the 2015 Buick Regal you purchased from ** in 2022. We are genuinely sorry to hear about the difficulties you have faced with the vehicle and the frustration this has caused.
  We would like to clarify a few points in response to your message:

  
  Warranty: We do offer warranties for our vehicles, and we have documentation indicating that a warranty was offered to you but declined at the time of purchase. We understand that you opted not to take the warranty, and we respect your decision in this matter.

  
  Repairs: We acknowledge that there have been issues with the vehicle, and our records show that we made several repairs in "good faith" to address those problems. We want to assure you that we have documented records of these repairs.

  
  Vehicle History: It's important to note that the vehicle was brought in for repairs without any oil in it, which may have contributed to the motor issues. This is not typically covered under warranty as it is considered a maintenance issue.

  
  Employee Changes: We understand that you mentioned changes in our workforce, but we assure you that we are committed to addressing customer concerns, regardless of personnel changes.

  
  While we empathize with your situation, we do need to work within the confines of our company policies and the information available to us. We want to find a solution that is fair to both parties.

  We are willing to work with you to see if we can come to a mutually agreeable solution. We are willing to pay for the labor portion of the motor replacement.

  
  Our goal is to address your concerns and find a resolution to the situation. We value your business and want to ensure your satisfaction.
  Thank you for bringing this matter to our attention, and we look forward to working with you to find a suitable resolution.
  Sincerely,

  R & R Car Company

• Initial Complaint

  Date:08/05/2023

  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 the car on July 20. I picked it up on July 21. The car was leaking so I contacted the dealership to advise them of the leak. He gave me the information for the repair company that they use. I dropped my car off to that repair company on Wednesday, August 2 no one has contacted me and they are not answering the phone every time I call, they sell me a lemon they dont want to give me any updated information in regards to the car

  Business Response

  Date: 08/22/2023

  Dear *********************,
  I hope this message finds you well. First and foremost, I want to extend my sincerest apologies for any inconvenience you have experienced in regard to the recent issues with your vehicle. We deeply value your patronage and take your concerns seriously. 

  I understand that the situation you described, particularly the lack of communication and delays in addressing the leak issue with your newly purchased vehicle, has been frustrating. I want to assure you that your feedback is essential to us, as it allows us to continually improve our services and address any shortcomings in our processes.

  We have completed the repairs we agreed to and have a follow up appointment set up with you for August 23rd 2023.

  Currently, as you know we have released the vehicle and you are in possession of the vehicle. Please contact us at ************ with any concerns.

  Thank you,

  **********

  Customer Answer

  Date: 08/22/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  The car is still leaking I was told to take it back to the repair company which I did on Thursday the 18th of August. I was told the issue is a valve, and they would be ordering the part and scheduling the repair. Until today August 22 2023. @ 2:00 pm EST  no one has called me about completing the repairs
  
  Regards,
  
  *********************

  Business Response

  Date: 08/23/2023

  Good afternoon ****,

  We have the valve cover gasket to complete the repair and are open and available during during posted business hours for you to drop the vehicle off for scheduled repairs.

  Customer Answer

  Date: 08/25/2023

  This is another example of your poor communication. I was told that I would be contacted on Friday, ********************** when my car could be dropped off for the repairs. I have also made the repair shop aware of the transmission issue Ive been told by several different people that the transmission is slipping. I dropped my car off this morning August 25 at 10 AM I hope it doesnt take you another week to repair the valve cover gasket and whatever issue is with the transmission 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  This is another example of your poor communication. I was told that I would be contacted on Friday, ********************** when my car could be dropped off for the repairs. I have also made the repair shop aware of the transmission issue Ive been told by several different people that the transmission is slipping. I dropped my car off this morning August 25 at 10 AM I hope it doesnt take you another week to repair the valve cover gasket and whatever issue is with the transmission 
  
  Regards,
  
  *********************
  

  Business Response

  Date: 08/25/2023

  Dear ****************,

  
  We sincerely appreciate you taking the time to voice your concerns and frustrations. We apologize for any miscommunication that *** have occurred in this process. Your feedback is important to us, and we want to assure you that we are committed to addressing your concerns in a respectful and effective manner.
  We understand your expectations and the importance of clear communication regarding the repair process. We apologize for any inconvenience you've experienced thus far. While the vehicle was sold "as-is," we are dedicated to working with you to ensure a satisfactory resolution.
  Please be assured that we have taken note of your dropped-off car and the mentioned issues. Our team is actively looking into the transmission issue and the valve cover gasket. We will prioritize these repairs and work diligently to have them completed in a timely manner. We recognize your urgency and will do our best to expedite the process.

  
  We understand that your experience has been frustrating, and we are taking steps to improve our communication moving forward. Your feedback will be instrumental in enhancing our customer service and addressing any potential areas for improvement.
  Once again, we apologize for any inconvenience you've encountered. We appreciate your understanding and patience as we work towards resolving the issues with your vehicle. Should you have any further questions or concerns, please don't hesitate to reach out to our customer service team.
  Thank you for giving us the opportunity to rectify this situation and for your continued partnership.
  Sincerely,

  **********

  Customer Answer

  Date: 08/29/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  I am still having the same issue where the car is still leaking. I am to the point where I give up communicating with this dealership as well as their repair shop. I am now getting my lawyer involved. This car was not sold to me as is it has a two-year ****** mile warranty and I have paperwork to prove it.
  
  Regards,
  
  *********************

  Business Response

  Date: 09/01/2023

  Good afternoon ****,

  We are so sorry to hear that your vehicle is still experiencing issues.

  We have replaced your valve cover and surrounding gaskets in addition to replacing the drain plug.

  You are correct, you do have a two year warranty through **********.

  We have done the repairs without making a claim against your warranty. Having a warranty does no mean that the vehicle was not sold "as-is". The two are mutually exclusive.

  Regardless, we have gone above and beyond. Vehicles have on average of ****** working parts. If the vehicle is still having issues we are willing to repair the vehicle. 

  We have certified technicians. We strive to make sure we solve the issue, our goal is to make sure you don't have to come back for repairs with the same issue.

  Vehicles will have issues, how we respond to it is all we have control over. We have never denied you any repairs and please understand unfortunately vehicle repairs can be extensive and ongoing. The vehicle was not leaking when you picked the vehicle up. 

  We have fixed multiple points of failure which by strengthening those components very well may have comprised the integrity of another issue.

  Its our hope that we can continue our relationship and do our best to solve the issues you're still experiencing with the vehicle. 

  Please call our customer service center at ************ to schedule an appointment.

  Thank you again for your patronage and we hope to continue our existing relationship.

  Thank you,

  R & R Car Company

• Initial Complaint

  Date:05/22/2023

  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.

  I purchased a 2013 grand caravan vehicle on 3/18/23, took it to the shop on 3/11/23. The car has been in my drive way every since I came back from the shop.i am paying notes on a car that does not work. R& R is a rip off car company. Every time I call,text email the company, they give me the run arounds.i called the warranty company, they said the car dealer is trying to wait to the warranty expires. I emailed the news .I can't get any help from no one.

  Business Response

  Date: 06/26/2023

  Dear Better Business Bureau,

  
  I am writing in response to the customer complaint filed with your organization regarding the purchase of a 2013 Grand Caravan vehicle from our dealership on 3/18/23. We deeply apologize for any inconvenience and frustration caused by this situation, and we want to assure you that we are committed to resolving the customer's concerns promptly.
  First and foremost, we apologize for the extended period during which the vehicle has been in the customer's driveway without functioning properly. We understand the frustration that arises from paying for a vehicle that is not in working condition, and we sincerely regret any inconvenience caused.

  
  We take customer satisfaction seriously, and we are eager to rectify this situation. However, we kindly request that the customer contacts us directly at ************ or ************************ to discuss the issues they are experiencing with their vehicle and arrange for it to be brought in for service. Without the specific details of the customer's concerns, it is challenging for us to address the situation effectively.
  We are aware of the customer's claims regarding communication difficulties, and we apologize if there have been any delays or confusion in our correspondence. We assure you that we are committed to open and transparent communication, and we will make every effort to resolve this matter promptly and amicably.

  
  Additionally, we have contacted the warranty company mentioned by the customer to clarify any potential misunderstandings and ensure that the warranty coverage is honored as per the terms and conditions agreed upon at the time of purchase. We want to emphasize that it is not our intention to wait for the warranty to expire before addressing the customer's concerns. Our goal is to provide a satisfactory resolution as soon as possible.
  Once again, we deeply apologize for any inconvenience caused to the customer, and we genuinely value their business. We request the customer's cooperation in contacting us directly to discuss the issues and arrange for the vehicle to be brought in for service. Our dedicated service team will work diligently to diagnose and address any problems promptly.

  
  We appreciate the Better Business Bureau's assistance in facilitating this communication, and we are committed to resolving the customer's complaint satisfactorily. We will be eagerly awaiting the customer's response, and we remain available to address any further concerns they may have.
  Thank you for your attention to this matter.

  
  Sincerely,
  ***********************

  General Manager

  R & R Car Company

• Initial Complaint

  Date:04/20/2023

  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 paid ***** on a down payment for a car. When I got there I was given a different one. I returned the car the next morning and was given another car that had almost ****** mile on it with rust everywhere and was told we all have a little rust I expressed my feeling and was told if I still didnt like it to bring it back and Ill get a refund. Ive been waiting almost two weeks for a refund back to my car or a check to be written. They are refusing to let me speak to the owner or provide me with the owner and wont give me a timeframe of when this will be resolved

  Business Response

  Date: 06/22/2023

  Dear ******,

  Thank you for reaching out to us with your concerns regarding the vehicle you purchased from our company. We apologize for any inconvenience or dissatisfaction you have experienced during this process.

  We understand that there have been issues with the vehicle you initially received and the subsequent replacement vehicle that was provided to you. We would like to clarify that both vehicles were sold to you in an "as-is" condition, and their conditions were disclosed at the time of purchase. The replacement vehicle was offered as an alternative option, considering your preferences and our available inventory.

  We apologize if there was any misunderstanding or miscommunication regarding the condition of the replacement vehicle. We strive to provide accurate information about our vehicles, and we regret if your expectations were not met in this case.

  Regarding your request for a refund, we appreciate your desire to find a resolution that aligns with your needs. While we typically do not offer refunds on "as-is" purchases, we value your satisfaction and would like to explore alternative options to address your concerns.

  In order to find a suitable resolution, we would like to invite you to our dealership to discuss the situation further. Our team will be available to assess the vehicle and determine if there are any repair or improvement options that can be explored to enhance your satisfaction. We understand that the vehicle you received may not have met your expectations, and we want to work with you to find a solution that is mutually agreeable.

  Please be assured that we are committed to addressing your concerns and finding a resolution that satisfies both parties

  To schedule an appointment or to discuss this matter further, please contact our customer service department at ************. We appreciate your understanding and patience as we work towards a fair and mutually beneficial resolution.

  Thank you for bringing this issue to our attention, and we look forward to the opportunity to address your concerns and find a resolution that meets your needs.

  Sincerely,

  *********************** General Manager R & R Car Company

  Customer Answer

  Date: 06/22/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  Theres nothing that can be done. I received my refund. As for the as is yes I did know that but conditions of the both vehicles were NEVER explained. The first vehicle the dealers were conversing and trying too figure out which vehicle they werent supposed to sell because they had another car that was the same make and model just a different year. For the second car he tried to give me he never stated how many miles was on the car and when I expressed to him the concerns I had about the cosmetic issues he told me oh everybody has a little bit of rust and its just and a and b car when the car had a little bit more than a little bit of rust and the arm rest was completely broken and came of when i lifted it 
  
  Regards,
  
  ***********************