ComplaintsforCar City

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car less than a year ago. I bought the extra warranty. I've replaced 3 starters, an alternator, engine control module, map sensor, 2 batteries. Just got it back 7/22, it's Wednesday the 24th and the car is broke down at a gas station again. They've done nothing to figure out the problem. They have been no help. I need help getting a resolution.

  

  Business response

  07/30/2024

  July 30,2024
  
  Thank you for reaching out to Car City with your concerns. We are sorry to hear that the customer is having an unsatisfactory experience.
  
  The customer was in contact with *********************** Warranty Manager on July 25th 2024 and has been advised to take the vehicle to a repair facility and receive a quote for an OEM part.
  Car City will be able to determine next steps after receiving the quote from the repair facility.
  
  The customer is welcome to call ********************** and speak with our general manager if anything has been misunderstood or miscommunicated.
  
  
  Sincerely,
  General Manager
  Car City
  ************

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from car city at the **************** location. A week later the car started acting up I was told I only had 3 days to return the car back to them. I took it to the shop to get it fixed and it didnt work I called the car place they had me take the car to a shop in November and I didnt get the car back until January. When I got the car back it was still not working right I took the car back and they worked on it I came to get it car still wasnt working right now their saying it needs a new motor. When they told me in September everything was checked how does a motor go out that quick I am currently without my car and paying over 500 dollars a month on it.

  

  Business response

  07/30/2024

  July 30,2024
  
  Thank you for reaching out to Car City with your concerns. We are sorry to hear that the customer is having an unsatisfactory experience.
  
  The customer was in contact with *********************** Warranty Manager on July 25th 2024 and Car City is offering the use of a courtesy vehicle. Additionally, as part of the resolution the Warranty Manager has offered to waive the deductible for the repair and cover the most recent monthly payment. The Warranty Manager will work with the financing company,Orbit Leasing, to rectify the payment for July.
  
  The customer has been advised to take the vehicle back to the repair facility and Car City will be able to determine next steps after the vehicle has been diagnosed.
  
  The customer is welcome to call ********************** and speak with our general manager if anything has been misunderstood or miscommunicated.
  
  Sincerely,
  General Manager
  Car City
  ************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday June 6, a repo man from orbit leasing came to repossess my van. I will be honest and let you know that I was about 2 and a half months behind. While the guy was outside I called orbit leasing to try to set up an agreement so they would not take my van. I came up with an agreement with them that I would pay them $510 that day and $122 the following Monday. Also I was to make another payment of $622 by June 24th. Once the $510 payment was made they were suppose to release my vehicle but the repo man had driven off with it. Payment was made before he drove off and orbit leasing was supposed to tell them to turn around and bring it back. That never happend. They told us they could not bring it back that day, that they would bring it first thing Friday morning on June 7th. They never brought the car back. I called them again, and the excuse this time was that the car went to the car auction and I won't be able to get it back until Monday June 10th. I called them on Monday and now they are saying that it is Tuesday. I just feel like they are giving me the run around about this car yet they keep sending me a leasing extension to sign and I feel like they are trying to loop me into a binding contract that will keep me paying for a car that I don't have. I don't feel like it is right that they took my car to an auction after taking a payment from me and making an agreement. I really just want to get this issue resolved quickly I need my car. I was going through hardship because my mom was diagnosed with cancer, and I lost some wages trying to help care for her. I just feel like this company is continuing to give me the run around. I feel like they have already sold my car to the auction and that is why they keep coming up with excuse after excuse.

  

  Business response

  06/13/2024

  June 13, 2024
  
  Thank you for reaching out to Car City with your concerns. We are sorry to hear that the customer is having an unsatisfactory experience.
  
  According to Orbit Leasing, the finance company,the customer had called and made a partial payment after the vehicle was picked up. Orbit Leasing informed the customer that they would try to have the vehicle brought back to the customer. The repossession agent stated that they would attempt to bring back the vehicle the following morning. However, the repossession agent informed ***** Leasing that they were not able to bring back the vehicle to the customer since the vehicle was already taken to the auction.

  Orbit Leasing is working with both the repossession company and the auction to have the vehicle reinstated and brought back so that the customer is able to retrieve the vehicle.
  

  As the customer mentioned, it should be noted that the customer was significantly past due, and Orbit Leasing is intervening with the repossession agent and auction as a courtesy.
  

  As of June 12th, Orbit Leasing has been notified that the vehicle was redeemed from the auction and should be in transport back to Orbit Leasing as soon as possible.
  

  A representative from Orbit Leasing will contact the customer once the vehicle is ready to be picked up by the customer. The customer is welcome to call our General Manager if anything has been misunderstood or miscommunicated.
  
  Sincerely,
  General Manager
  Car City
  ************

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2013 **** fiesta from CarCity in ********** on St 933. I purchased this Vehicle on May 5-2021. I never been late on my payment. I went to two different dealers ship to use this vehicle for a trade on a newer vehicle. Well both dealers ships told me this vehicle title comes back as a branded title. **** as a widow I had no clue what that meant. Well it a rebuilt title on on vehicle out of a junkyard that was totaled. . I cant even sell or trade this car off period when Im done with my contract with *************. The tile it no good. I be lucky to take it to a junk yard to sale a vehicle I paid 15k for a $100. They need to make this right. I asked them at the purchase time about the title the sales rep said it a good title. As a female I was taken advantage of. Either give me a vehicle that has a legal title or take this vehicle back and clear it on my credit report. I sent a picture of the vending number of the vehicle so you can see aits a rebuilt title to this vehicle. I dont know what else to do. Next step hopefully you can help. Thank you

  

  Business response

  06/07/2024

  June 7, 2024
  
  Thank you for reaching out to Car City with your concerns. We are sorry to hear that the customer is having an unsatisfactory experience.
  
  Customers are informed before and during delivery of the vehicle that they are entering into a lease contract with either a 48-month or 54-month contract. All customers are provided with the option to return the vehicle or purchase the vehicle at the conclusion of their lease contract.
  According to our records, the Experian AutoCheck report generated on 3/11/2021 did not report an accident at the time of delivery. However, an Experian AutoCheck report generated more recently on 6/7/2024 did indicate an accident that had occurred on 2/10/2021; prior to the customer taking delivery of the vehicle.  We are subject to the terms and conditions of the AutoCheck provided by Experion (*****************************************************)
  
  As a next step, if the customer is willing to fill out a new application, we would be happy to evaluate their application and see if we can enter into a new lease agreement. We would like to help the customer get into a new vehicle, but we cannot do an exchange or return on the current vehicle.
  
  The customer is welcome to call our Director of Sales if they would like to see a copy of the lease or if anything has been misunderstood or miscommunicated.
  
  Sincerely,
  General Manager
  Car City
  ************

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  May last year my fuel pump went out car city sent me to a shop that use for their warranty . He fixed it next day it stopped again he fixed it same thing next day they kept it 3 weeks he ordered 4 pumps got it fixed it did it again I paid to have it towed back 3 times out of pocket because they only pay tow once if its the same issue he finally told me it had to be electrical he does not do that work me and the care shop told the warranty and car city this they sent me to another shop they fixed another fuel pump cuz it was under warranty got it back two days later check engine light came on they said I had to replace my 02 sensor ok done week later check engine light they said it was a Cadillac converter bank 2 ok paid labor fixed it again couple days light again the other Cadillac converter bank ok paid labor for that . Got car back month later it stopped on my now I loose my job and me and my daughter get stranded I pay for another tow now Im at 6 tows they looked at the car after a couple days said it started no issues they seem now 3 weeks later same thing it is towed again to the shop and now even tho its been the same thing repeatedly my warranty does not cover anything so I have lost my job again no car Its going to get out on my credit and I have to figure out how to get my child back and forth to therapy

  

  Business response

  05/31/2024

  May 31, 2024
  
  Thank you for reaching out to Car City with your concerns. We are sorry to hear that the customer is having an unsatisfactory experience.
  
  We have reviewed the customer notes and have determined that the customer should bring the vehicle in for further inspection and service at our ************ location. The customer should contact our Warranty Manager to make arrangements at their earliest convenience.
  
  Sincerely,
  General Manager
  Car City
  ************

  Customer response

  06/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around March 22nd I contacted Best Buy because my vehicle started shutting off, they referred me to Precision Claims about the issue, they then sent me to one of their repair shops, at the time I was told I had a oil value issue and told me what it would cost to fix and that they already spoke with Precision Claims and they were covering it, they told me I needed a oil change and offered to do it I refused bc of the price and took where I normally go for oil changes. Three days later I notified oil leaks in the driveway, I was losing oil at a high rate and this wasnt a problem before hand. So maybe two weeks later I contacted Claims again and explained the oil leaking, this time I took the car to Robinhood Muffler another one of their shops and was told the alternator was full of oil and once again Claims dont cover that so I on my own purchased a alternator and had it replaced, now a month later car still cutting off, called claims again , took it back to Robinhood and was told it was the engine and it need to be replaced ! Now claims agreed to this but I had to pay a $500 deductible. The vehicle was fixed took about a month ! Picked the car up and before I made it home it shut off again. I called Robinhood they told me to bring the car back the had it all weekend and when I called that Monday I was told it was the thermostat and water pump and it would be $500 , I said wait those are part of the engine werent you supposed to check all that , when I picked up the car the mechanic said I fixed all your leaks and your good no charge. Didnt make home before it shut off again and I live four minutes away.

  

  Business response

  05/29/2024

  May 29, 2024
  
  Thank you for reaching out to Car City with your concerns. We are sorry to hear that the customer is having an unsatisfactory experience.
  
  We have been attempting to reach the customer to better understand the situation and the desired resolution.However, the customers voicemail is full and other methods to contact the customer have failed.
  
  We encourage the customer to contact *********************** Warranty Manager to determine next steps.
  
  Sincerely,
  General Manager
  Car City
  ************

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In May of 2023 I went to carcity location in Muskegon. I leased a 2014 dodge journey. As I got it home a few days I took the doge in and had a mechanic inspect it for me,which I feel I'm entitled to so, so he found that the rear main was leaking and a rusted out oil pan. So I called precision claims with the concerns of oil leaking so they gave me a mechanic they use that was M37 auto in white cloud ********. So I made an appointment and had it fixed within the 1st 30 days so I did not have to pay a copay. So after I got the journey home the next day I noticed oil in my driveway guess what still leaking. So I took it back they said there was nothing leaking well I collected oil under the leak with a clear jar very visible it was oil. So after taking it back 3 times, I went and had my car inspected again from a different mechanic. Never told him what was done just told him it was leaking oil and if he could help me find where it was coming from. Well after a very thorough inspection guess what he found, rear main seal and oil pan. So I called persion claims to let them know it was not fixed. So I've been trying to get carcity to help me. So they agreed to have it inspected and fixed. So I was suppose to take there and on April 4th the power steering went so I talked **** from sales he was suppose to call me back with a day to come pick the car up. I called orbit leasing to try to get help, so ****** from carcity called me Wednesday and asked for my address she said she would call right back and tell me what day. So now my car has been leaking oil for a year and now the power steering is out. I've been calling ****** and leaving messages and emails and she still won't return my calls. My next payment is due Monday the 15th and I haven't even been able to drive it and trying to find rides to work. I feel she never had any attentions on helping me, she said it's orbit leanings problem if payment isn't made. I want to do the right thing, but I feel carcity does not.

  

  Business response

  04/19/2024

  April 19th, 2024
  
  Thank you for reaching out to Car City with your concerns. We are sorry to hear that the customer is having an unsatisfactory experience.
  
  According to our notes, the customer has made contact with our ********************** staff and has made arrangements to have the vehicle picked up for inspection and possible repair. After the vehicle has been diagnosed, Car City will be able to determine what next steps can be done for the customer.
  
  If anything has been miscommunicated or misunderstood, we encourage the customer to contact ********************** and speak with our Warranty Manger or General Manager.
  
  Sincerely,
  General Manager
  Car City
  ************

  Customer response

  04/24/2024

   
  Complaint: 21569928
  
  I am rejecting this response because: carcity finally came and picked the journey up on April 15th, never got a call or respond to message until April 22nd and they haven't even diagnosed it yet and lied about calling me. So I talked with ****** on the 23rd and before they would even diagnosed it I had to agree to pay $100.oo for deductible for the power steering can get fixed, not even knowing if all the oil leaks will be able to be fixed by them. I agree to pay and still waiting for a call to see if they are able to fix the original problem in the first place. So I'm sorry I won't be satisfied until I know I'm able to drive the car knowing it has been fixed. I take very good care of my vehicles and this car has been leaking oil since day 1 and should of never been for sale. This is a big investment for me and I need to trust who I'm buying from and who works on it. I'm still waiting to hear back from ****** which she said she would call by Thursday the 25th with an answer. Just so you know I've  been without a car since April 4th and their costumer service has not been very good why has taken this long to even let me know if they can fix it. I should not have  been without a vehicle this long. So until I have the journey back in working order I can not accept this response. 
  
  Sincerely,
  
  *******************************

  

  Business response

  05/06/2024

  May 6, 2024
  
  Thank you for reaching out to Car City with your concerns. We are sorry to hear that the customer is still having an unsatisfactory experience.
  
  According to our notes, the customer made contact with our ********************** staff on 5/1/24 and received their fixed vehicle. The rejection of the initial complaint may have been sent before the customer received their vehicle.
  
  If anything has been miscommunicated or misunderstood, we encourage the customer to contact ********************** and speak with our Warranty Manger or General Manager.
  
  Sincerely,

  General Manager Car City
  ************

  Customer response

  05/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Today 04/06/24 around 12pm I received a car from car city. Now around 10:30pm the check engine light is on, the front headlight and back reverse light is out and I honestly would like to just return it. Its be not even 24 hours, if theres anyway possible to return or money back guarantee since its been not even 24 hours that would be greatly appreciated

  

  Business response

  04/12/2024

  April 12, 2024
  
  Thank you for reaching out to Car City with your concerns. We are sorry to hear that the customer is having an unsatisfactory experience.
  
  According to our notes, the customer contacted our Internet Sales Manager and had made arrangements to return the vehicle as it falls under our money-back guarantee return window.
  
  We would kindly ask that the customer confirm return of the vehicle and that they are satisfied with the resolution.
  
  Sincerely,
  General Manager
  Car City
  ************

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Car 12/07/2023 Im not even 90 days In and Im already Having Issues With The Car Even after upgrading my warranty Just got ************ 02/20/2024 From Getting fixed Here it Is 4 Days Later And My Transmission Went Out !! This is very unprofessional And Bad For business ! And it ***** that there is no one to call you just have to leave voicemails ! What is Car return policy Can I trade it out ?

  

  Business response

  03/01/2024

  March 1, 2024
  
  Thank you for reaching out to Car City with your concerns. We are sorry to hear that the customer is having an unsatisfactory experience.
  
  According to our records, the customer contacted ********************** and Precision Claims, the vehicle ******************************, to indicate mechanical issues. The vehicle was taken to a repair facility and the customer is responsible for the deductible that is outlined in the vehicle service contract.
  
  There is a 5-day money back guarantee,but Car City does not have a return policy. Additionally, all Car City vehicles come with a 6-month/6,000-mile warranty. Customers have the option to upgrade to a vehicle service contract. The terms of the *************** Contract are explained to the customer and provided to the customer during the time of delivery to ensure that they understand what components are covered and when and how coverage expires; these are predetermined based on time elapsed and/or mileage.
  
  We are unable to meet the customers desired resolution currently. The customer is welcome to contact ********************** if something has been misunderstood or miscommunicated.
  
  Sincerely,
  General Manager
  Car City
  ************

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2018 Dodge journey in October 2023. 6 days after I bought it I was stuck on the side of the road because the alternator went bad. So it was towed to my house and I took it to the mechanic precision claims gave me. A week later it was chugging at 55 mph. Got it scanned said catylictic converter and o2 sensor. In the process of waiting for the same shop to get me in the break sensor went out and had to be towed from my house. When it went to the mechanic he had it for about a month before I got it back. Picked it up the traction control light was on which it wasnt before. Then the check engine light came on right after. Car city did provide me with a loaner car both times. But since my car was in the shop for the 30 day no deductible warranty I didnt have to pay it. My car is still chugging the motor revs. I got the whole warranty for everything. But its hard to take it in to a shop as to i work. Being a business and customer are there way of living they should try a little better. I would have loved to take this one back and get something else. I put 3000$ down even and my payment is still 484. If its technically a lease you should be able to trade it in.

  

  Business response

  03/01/2024

  March 1, 2024
  
  Thank you for reaching out to Car City with your concerns. We are sorry to hear that the customer is having an unsatisfactory experience.
  
  According to our records, the customer contacted ********************** and Precision in December of 2023. Car City nor Precision Claims, the vehicle ******************************, received a claim from the repair facility after speaking with the customer in December. We advise that the customer contact Precision Claims to outline the issues and next steps.
  
  As a reminder, all Car City vehicles come with a 6-month/6,000-mile warranty. Customers also have the option to upgrade to a *************** Contract. All Car City vehicles are inspected by our licensed mechanics before they are placed on our lots.
  
  We are unable to meet the customers desired resolution currently. The customer is welcome to contact ********************** if something has been misunderstood or miscommunicated.
  
  Sincerely,
  General Manager
  Car City
  ************

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