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:03/21/2024

  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.

  I purchased a vehicle from Jakes auto mall about 6 months ago and having issues with them . They were supposed to fix a broken door handle at purchase but never did 2nd they sold me an extra insurance policy and said it was gap insurance and would cover the value of the loan . The car was hit by a semi about February 2nd 2024 I made aware to Jakes about this and she told me she needed there insurance information after I called there insurance company . There adjuster came and said there going to total the car ( trucking company insurance ) I explained to her this info and she said we were going wait for there insurance company to see what they were going pay then she could claim on the gap the rest but didnt want to make a claim with them until the truck company insurance paid . Well 6 weeks later we are still waiting and both me and Jakes have tried to reach out but they keep saying that there waiting on a police report. Mean while Jakes saying we need money make your payment or we are reporting u late to the credit bearu. . After I was told it was going be salvaged. . I then spoke to her again 3 days ago and ask here for there insurance company to file on the gap insurance also as they sold a 4k car for 11k . . She told me to just wait to see what happens and I told her I wanted the number so I called there insurance company and get the ball rolling . But they asked why it took so long I told them Jakes was waiting for the other insurance company to pay first and that they were going pay the rest for the gap insurance . Then was advised buy them its just collision . They are double dipping and layers they falsify the insurance and now there saying I am responsible for the rest of the loan after the insurance company pay out

  Business Response

  Date: 03/21/2024

  Hello, ***** purchased a vehicle from Jakes Auto Mall on 8-12-23 over 7 months ago. At time of sale there is no notes about a door handle. He was sold the vehicle with a warranty on the engine and transmission only but on 8-21 he did mention that there  was a leak and a noise we agreed to do a one time repair and we replaced the left front CV Axle and the Left front CV axle seal. As far as for insurance we are not the finance company so we do not handle insurance and or accidents. We strictly are the car dealership and carry the warranty only. Customer would need to reach out to finance company for other issues. Please advise if you need further info from us. Thank you

  Customer Answer

  Date: 03/21/2024

   I am rejecting this response because:
  
  Midas and other partys are aware of the door handle and as there insurance so called  gap. Was wondering why they were not contacted  right away and the lady told me to wait until the other insurance company paid so they could contact there insurance to cover the rest . Now everything is changed and looking at selling cars three times over there value I would say it price gouging and I guess I am a victim of the switch  and bait sales tactic . Look at there track record and I was also told a few day ago that I will pay for the remaining balance I am just wonder how many others have fall victims to these same bad but practices . I guess if this is not acceptable this buissiness will some how make them selfs look like the victim 

• Initial Complaint

  Date:03/14/2024

  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.

  Me and my wife financed a ***** equinox around the first week of February , and very next day truck start giving us problems we called Jakes auto and they half way fixed the problem and said we would have to pay for rest , we did and kept receipt , then we start having more problems and every time we call them with concerns they either hang up on me or tell me follow warranty,, at this point I just want money back ,,, but they trying to say its a voluntary repo if I give it back ,, overall service is rude aint had car a month and cant even drive it I need help

  Business Response

  Date: 03/15/2024

  Hello ****** and only ****** purchased his second vehicle from ** on 1-22-24. As a returning customer he is more aware than most that he was sold a vehicle with a warranty on only the engine and transmission. However on 1-30 he advised that the vehicle had a suspension issue we agreed to do a one time good will repair for the customer. Then on 3-14 the customers wife called and she was advised legally she is not on the contract so we cannot speak to her. She became upset but put ****** on the phone who said the car is broke. We advised again of warranty and how it works and if he believes its a warranty issue he should follow warranty procedures. All other repairs would be customer payable. ****** began to raise his voice and threaten our business "That I'm glad I have so many followers I will destroy you" We ended the call then. Customer called back and left a voicemail stating "this is not going to be nice for us going forward" We sent a message back again advising of the warranty and how to proceed further. customer responded to us with further threats about lawyers. We advised for the final time about the warranty, how to proceed and that threatening and disrespecting our staff would not be tolerated. Please advise if you need further info from us.

  Customer Answer

  Date: 03/15/2024

   I am rejecting this response because:
  
  Me and my wife tried voicing concerns about car and she talked to us condescendingly like we were kids , she told us we shouldnt got the car like we knew problems would occur everyday with car !! Secondly my wife did business the first time with truck because I couldnt make it out there and they did all the transactions with her ,, and my wife only said that the way they do business is inconsistent because she said she couldnt talk with her yesterday although , they did business with her before,, this lady will not let us voice concerns about vehicle she just hangs up or shut down or yell out warranty!! We have concerns we have 6 kids jobs to get to and cant even drive car!!! And *** THIS IS MY SECOND TIME DEALING WITH THEM FIRST TIME WAS VOLUNTARY REPO THAT WAS DONE ILLEGALLY OVER SIMILAR ISSUES ,, and this same lady giving me problems 

• Initial Complaint

  Date:01/22/2024

  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 bought a car from them on 1/11/2024 I had the car 8 days then the transmission went out I called to see if they would replace it they said its as it then I called to talk to a manager and the manger said just because the code is on doesnt mean its the transmission I told them to come get the car they said its gonna be a voluntary repo on my record I dont want the repo on my record but they said its my problem I would like help too get my money back

  Business Response

  Date: 01/30/2024

  Hello,
  This customer Purchased a used vehicle from ** on 1-11-24. The customer called on 1-20-24 and said the transmission went out. We advised that at time of sale he was told this is an as is purchase and he signed that contract. We advised that he should have it inspected because it could be so simple as a sensor customer stated "This is *************************** this is the address the car is at come get it today ************************************************************************* " We advised that Jakes Auto Mall cannot assist with doing a voluntary repo as we are not the finance company and that he would need need to reach out to them. We advised one more time that the car was inspected and he should have the vehicle inspected to verify issue and customer replied 'Well they are not answering so y'all can come get the vehicle' We again advised that he needs to contact the finance company for that.  We haven't heard anything further from him in regards to service.
  
  Please advise if you need further info from us. Thank you.
  

  Customer Answer

  Date: 01/30/2024

   I am rejecting this response because:
  
  Thats not what they said but its fine 

• Initial Complaint

  Date:11/15/2023

  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 bought a **** Jeep Liberty that was in for repairs in less than 30 days. Yes they said they were going to cover the repairs, but still when you buy a vehicle you do expect to drive it a bit longer that 2 1/2 weeks before something going wrong. It was at the shop for 2 1/2 weeks at ******** Meineke, where Jakes told me to take it too. Because it would not continue to idle I had to have it TOWED too Let's see pay for the tow, insurance and a payment for a car that I could not drive. Then because I didnt make the payment I couldnt pick up the car from ******* because Jakes' remotely shut it down.I called them about the one key they gave me, I would unlock the drivers door and the key would set the alarm off. I informed them of this, I was told that was the only key they had...so have why didnt they have it rekeyed. I didnt want to wake my neighbors up at 3am with my alarm. I believe the key I had was the valet key. Then I lost my job, I kept in contact with them and let them know what the situation was. By their own admission I wasnt even 30 days (2 payments) behind. I suddenly get a letter in the mail 7 days after it was written (letter dated 11/7/2023 received 11/14/2023) stating that the vehicle has been repo'ed and I need $1000 by 11/21/2023 to get it back or they are going to auction it off. I offered to make double payments($350) to get caught up since I got another job, but I was behind on everything. No, they wouldnt work with me. Their text stated that it had something to do with the *** charges but that is already figured in total purchase price. No one answered the phone when I call, only text and email. There was nothing in writing that they were repoeing the vehicle. Besides, they picked the vehicle up from *********** and have had it in their (Jake's Auto Mall) possession the entire time. So how could my account be unsecured, when ****'s had the financed vehicle?

  Business Response

  Date: 11/21/2023

  Hello In reagrds to this customers complaint. Jakes Auto Mall is the car dealership. We do not handle payments. We do not disable vehicles nor do we repo vehicles that is the finance company. In regards to her repairs complaint, We sold the customer a car on ****** with an engine and transmission warranty only. On **** the customer called almost a month later that the check engine light was on. Because we stand behind our vehicles we decided to do a one time good will repair for her. The repairs were completed at meineke and they tried 3 times to reach out for her to pick up over a week and a half and got no response. Jakes Auto Mall then had no further contact with the customer after that. Please advise if you need further information from us.

  Customer Answer

  Date: 11/21/2023

   I am rejecting this response because:  Jakes Auto Mall has not made it clear that in fact they are not representing Supreme Solutions their so-called finance company.  I have texts from Jakes Automall regarding my payment account.  If they are not involved with the finance company why are they responding to my questions regarding my financing account.  It is not clear who shuts the car down whether they do or the finance company does.  The same number sent text responses to all my questions which was the number for ****'s Autobody.

  As far as the vehicle repair, at no time did I inform them that the "check engine" light was coming on.  It did but I never mentioned that to them. If I had not mentioned that the check engine light was on I have no idea how Jakes AutoMall knew about it.   I called them on 2 seperate occassions  1.  the key that they provided me when I unlocked the driver's door it set the alarm off and the alarm would not shut off until I had the key in the ignitiion.  2 that the car would not keep running after starting so it would not idle.  Both were within 2 1/2 weeks of purchasing.  I was told regarding the key that it was the only one they had and not offer to correct by Jakes Autobody was given.  As far as the car not idling I was to take it to ******** Meineke to have it checked out and fixed.  ******** Meineke informed me 2 weeks after drop off that the car was ready.  I told ******* I would be up to pick it up that weekend.  I called to make sure that ****'s would be responsible for the bill and ******* from ******* told me that the car would not start.  I explained that it was probibly shut down by Jakes due to my being late on a payment because I had informed Jakes that I had lost my job and could not make the payment due at that time.  I believe ******* informed Jakes that the car was ready and Jakes came and retrieved it.  At not time did I refuse to pick up the car.  Meineke ******** did not attempt to contact me more than one time.

  
  

  Business Response

  Date: 11/27/2023

  Again these finance issues are a SUPREME SOLUTIONS issue. Jakes Auto Mall is a car dealership. They do not shut cars off or repo. Those complaints need to be removed. That is not for our business. As far as service. Everything is recorded and the customer called on **** about the check engine light. This information was already given. The dates previously given for contact from us to her and meineke are accurate and the customer never responded about picking her vehicle up after service to meineke or us.

• Initial Complaint

  Date:11/02/2023

  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 a used 2017 vehicle from the dealer. 1 day after purchase the car was having issues with running. I contacted them within the first week they just told me to take it to a shop. I was without a car. They then now are requesting for me to keep taking time out of my day to return the car to a dealership who is not fixing the issues. I asked if I can return the car or do a trade they declined and are not willing to take the car back.

  Business Response

  Date: 11/13/2023

  Hello this customer purchased a vehicle from ** on ********. On 10-26-23 She reached out saying the car had a check engine light on. We sold her the vehicle with a warranty on the engine and transmission however we agreed to do a one time good will repair for her. The customer refused to bring the vehicle to ******* and said it was too much of an inconveinance. After explaining to her again and again that to have the car repaired and for us to cover the repairs she brought it to meineke. Upon pick up of the vehicle the check engine light was on again. The owner of that shop along with our business tried to speak to the customer to explain the issue and that sometimes this happens as mulitple things can throw a code but you start with the most logical which doesn't always resolve it, however the customer was not responding to either of us except to say she will be getting a lawyer. After that **** tried again to explain it to her and offered her a loaner car she brought the car back up there. Another part was needed which was replaced however the check engine will most likely stay on due to **************** new part that was installed. The vehicle is running exactly as it should. The customer signed a contract with us so she may bring the car back at any point as a voluntary repo. Everything was done to assist the customer and both shops were continuously met with push back even as we were doing a good will repair for the customer. Please advise if you need more info from us.