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:12/21/2024

  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.

  On february twenty sixth two thousand twenty four oakley's auto world put a used engine in my truck. They proceed to shut off the ******* Active fuel management in my truck without my okay. My truck was.Brought in to a different pland they had told me after 8 months of driving my truck without the internal engine changed out.The truck cannot be fixed. Oakley auto world did not finish the job when they shut off my AF. M. They only deleted the computer. Hence the engine never got changed. They told me too bad. So here I am almost $8000 later with no vehicle. Because they will not write that wrong.I have paperwork stating all of this.I need someone's help.I have a daughter and I need to keep supporting her but without a vehicle it's a little difficult. Putting trust in a *********** everything when that vehicle is your livelihood. These people scammed me and now they're just brushing it off like they didn't do anything wrong.

  

  Business Response

  Date: 12/26/2024

  In response to this claim. We did put a used engine in this vehicle.  It did come with a 90 day warranty on the engine from where we purchased it. The work was performed and ticket closed on 3/21/24.

   We have not seen this truck in our shop since May 14th 2024. We were only facilitating the install of this engine per Mrs ********** extended warranty. This date has expired.

   Carfax shows the vehicle has ***** more miles on it than when we replaced the engine. 

  As we feel bad for this situation we have been verbally berated numerous times. 

• Initial Complaint

  Date:07/26/2024

  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.

  I was sold a dangerous, non working vehicle and they didn&#**;t tell us this. It is rusted out underneath, it was purchased last year and it has been a while before we found out about this. Our mechanic said it was a car that was in a flood and we can&#**;t use it at all. There is damage in the frame and motor mounts. It looks great but it is very unsafe to drive. I would like to be refunded.

  

  Business Response

  Date: 07/29/2024

  This is the first we have heard about this situation. The customer can call me at **************  Jack ******************************************** would be glad to trade them out of the vehicle or look at the issue in our shop.

   

  Thank you

  Jack Oakley

  Customer Answer

  Date: 08/03/2024

  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. I would like more information on the trade out offered by Jack ********************** at Oakley Auto world.  I have taken the ****** tundra into two repair shops  (62 East Auto Repair Shop and Elite Automotive Repair)in Mountain Home, ***  I also brought the tundra to Harolds Welding in Mountain Home in where we discovered the extent of the damage covered up on the frame and undercarriage.  His opinion was that the vehicle was unsafe and beyond repair. ****** said in good faith,he could not attempt to weld or repair the frame.  The paint that had been covering the rust damage started flaking off revealing the damage. He also showed me where the bolts to the engine mounts were rusted and would probably brake if removed.  Pictures were taken of the frame and a piece of sheet metal that was used for covering damage and had no structural purposes. Before hauling the tundra on a trailer to Oakley Auto world (58 miles away)I would like more information on the trade and have it inspected by a third party before trade. I consider depreciation value, but I also consider that we traded a vehicle and over $20,000 to you for a quality vehicle which your business claims to pride itself in.  My family and I were sold a unsafe and defective vehicle that put us and other drivers in danger. I would like you address this situation as soon as possible.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/12/2024

  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.

  On June 20,2024 took my car to Oakley Auto World in ******* west to have both headlights replaced with new light bulbs. They scratched both sides of bumper, wrong placement on headlights, did not replace 4 retainer bolts. Liner in car put in wrong. They damaged my car. Ive ask for there insurance company which they will not give me. They admitted they caused damage and all I want is to take my car to collision shop of my choosing and they said they wont pay unless I take it to a collision shop they use that does favors for them. I refuse to go to their choice because I do not trust them after the damaged they caused to my vehicle. I am a senior and feel they are really trying to be deceptive and not letting me take my car to shop of my choice. Also payed ****** dollars for repairs to them and they will not refund that either! I have gotten 4 estimates and I have submitted them to Oakley Auto World.

  

  Business Response

  Date: 07/13/2024

  ******************* did bring in her 2010 ***** Malibu with ******* miles. She requested we install headlights in her car. She actually provided the parts and we made an exception to help her out. Normally we do not install what we do not sell. At the time of completion we had in fact scratched her front bumper. We had her bring the car back to touch it up. We did in and she was not happy with that. At that point and time we offered her store credit for the future. She declined that. **** the service manager sent her to ******* Valley body shop here local to get an and estimate and get it fixed in which we would pay for it. We assumed she was got it scheduled so they could fix it. At a later date informed **** she was not going to do the work there as the business is for sale and they will be gone in a year and she wants a warranty on it. So she decided to go to 3 separate body shops to get estimates. When she provided us with those I didn't understand why she would not use ******* Valley but ok. I then told her to go to a body shop we do business with and we will fix it there and we will pay for it. She said she will not use anyone we do business with and does not trust us. I then told her that is fine and I requested her to go to the body shop I recommended get a quote and whatever amount that is I will pay her and she can take it to the place of her choice. She then wanted our insurance information so she could file a claim I expressed to her that I am not going to turn it into insurance and we will be paying for it directly. We made a mistake, we are trying to get it fixed. I am not sure why this is being made so difficult. We want to try and make her happy but she will not allow that. As far as reimbursement for the work we did that will all be fixed so I do not feel we need to do that.  We have over 2000 positive reviews on numerous platforms. We have been in business for 30 years we want to make her happy. We feel she is trying to take advantage of an unfortunate situation. 

  Customer Answer

  Date: 07/15/2024

  Complaint: 21983382
  
  I am rejecting this response because:
  
  I am rejecting this response because
  i forwarded pictures of what they call correcting damage. Also I sent 4 estimates which includes Pingegar Chevrolet which says headlights where installed incorrectly. This is a safety issue that Oakley Auto World caused. I have told Oakley Auto World from the beginning I would get estimates and they told me to bring them to them. Now there trying to back out of it and send me to a place of there choice. I will not agree which I have told them. They had student working on my car which I would never agree to. If I new I would of never of brought my car to them. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/16/2024

  I would like to request she bring the car by here so I can take a look at it personally. If not please forward clear pictures of the entire bumper. Not just the minor scratches we did.  It has been brought to my attention that there might be other damage to this bumper prior to us working on it. Our stance has not changed. We will fix it in the shop of our choice or give her the money that our shop has quotes.  We don't even know what that quote is because she will not cooperate. We are a dealer so we get discounts on parts, labor and do not pay sales tax. Once again I am unsure why she is wanting to take advantage of an unfortunate situation.  I will not be responding to this going forward. That is what we will do. We have had her family members calling and her insurance agent. This is taking up way too much time and we have offered to take care of it. Going forward if there are any bad reviews or negative feedback from the person making complaint we will rescind our offer to fix it. 

   

  Handler I would like to request some sort of feedback on this situation. 

• Initial Complaint

  Date:01/17/2024

  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 2018 Chevy Silverado with 35,000 miles on it. Prior to purchase I asked about what after market parts where on the truck. The sales person communicated with me through text that the only after market part was the lift on the truck. Since purchasing I have found that there are several after market parts that I was not informed of. The truck has had problems since the first week I drove it. I had it back at the shop at Oakley the first and second week. I chose to bring it to Seeburg the third week, they directed me to take it to the Pinegar dealership in Branson. Three days after I got it out of that shop, it broke down again. So I took it back to Oakley. 13 days after getting it back from them the back glass defroster melted the back glass and it broke. Now it is back at Pinegar in Branson. I spoke with the sales manager at Oakley to give them an opportunity to make this right and compensate me. They declined, and didn’t seem like they wanted to take accountability for the situation at all, complete lack of responsibility on their part. I’ve spent a lot of time and money trying to get the truck going and I haven’t even owned it for 3 months.

  

  Business Response

  Date: 01/23/2024

  Mr. **** purchased his 2018 Chevrolet Silverado on 10/23/23 along with Service Contract.
  Mr. **** reached out a few weeks after the original purchase that there was a buzzing sound.  The truck was brought in and found traction light and buzz noise from the right front wheel bearing.  This was fixed and covered by his warranty.  Mr. **** did send a photo of that repair order in his statement. 
  It appears in the photos that Mr. **** took his vehicle to Seeburg approx. 3 weeks later.  Seeburg referred him to Pinegar Chevrolet, where he had the codes cleared, but did not fix the issues.
  Mr. **** then reached out to OAW wanting to trade the truck back in.  We offered and tried to find Mr. **** a vehicle that numbers would work.  We also asked him to leave the truck at our Service Department to figure out what was going on, which we did.  We brought him home that day and brought the truck back to him once it was completed so he would not miss any more work. 
  Mr. **** then called in approx. 1 month later, upset his truck had caught fire.  It had happened around the back window.  He was told he needed to have his insurance company help him fix the truck, it did not have anything to do with what was done by our service department. 
  He called back a few days later wanting to trade again.  He had not gotten the window fixed yet.  He was told once it was fixed, we would get the trade figured out.  The next day he wrote several bad reviews of Oakley Auto World on different sites.
  He called back a few weeks later to tell us that his insurance would not cover the fire issue.  He said they said the back window wiring was the issue.  He wanted to trade; we told him that when he got the vehicle fixed, we could talk about trading.
  He called again asking about compensation for the fire issue which he was told we were not responsible for.

• Initial Complaint

  Date:11/06/2023

  Type:Product 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 2014 Silverado 1500 on 11/3/23. The whole body of the car is covered in salt damage in the under carriage. I'm a disabled veteran so I couldn't get on my hands and knees to check, so they blatantly lied to me.

  

  Business Response

  Date: 11/06/2023

  As part of our sales process, we invite all guests to test drive a vehicle prior to purchase.  *** ******* his mother and the salesperson were all here together to look at the vehicle before his electing to purchase the vehicle.  The salesperson asked *** ****** to test drive, but *** ****** declined and said, "they all drive the same", so they looked at the truck together prior to signing all the paperwork.  This is why we want all of our guests to look at any aspect of the vehicle, so they don't feel like we are withholding information.  We do have a full-service facility on site that we would have gladly pulled the Silverado on a lift at his request.  At that time, we could have looked at anything underneath the vehicle.  The truck did go through our Service Department and passed Missouri Safety Inspection.  

  As we greatly appreciate *** ****** service to our country, he was never lied to or misled in any way.  We were hung up on and cussed prior to the sale and now we have been cussed after the sale.  We will always continue to do business with the utmost integrity for our community.  

• Initial Complaint

  Date:09/27/2022

  Type:Sales and Advertising 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 car from this dealer on August 1, 2022. They told me that the car had been inspected, passed inspections and was good to go. About a month after having it it had an episode of it not shifting smoothly. It seemed to correct itself and no warning came on. About three weeks later, it completely broke down on the side of the road, it wouldn't go faster than 20 miles an hour. I had it towed to a dealership (****) and they said that there was a recall on the transmission. I looked up the recall and the recall was issued in June of 2022 and it was for the transmission. It was a recall on the bushing. The dealership should have addressed this issue before the sale of the car and repaired it but they did it. They had told me that there was a recall but it didn't have anything to do with the mechanical working of the vehicle. I believe they knew about the specifics of the recall and sold it to me any way. They have repaired the bushing (no cost to me due to the recall); but there are other issues that now need to be fixed because the bushing wasn't.

  

  Business Response

  Date: 09/29/2022

  
  
  In response to your inquiry to Oakley Auto World, ** ***** did purchase a **** ****** from our company in early August.   As part of the sales process, he was given time to test drive the vehicle and, upon electing to purchase it, was shown the CarFax, (which he signed) and was given the opportunity to purchase extended warranty coverage, which he declined. The CarFax that was obtained at the time Oakley acquired the vehicle does not disclose the recall notice.  A subsequent CarFax now discloses the open recall from ****, it also states that “remedy not available yet” with a number to call. Copies of the signed CarFax by *** ***** and the later secured CarFax are enclosed.
  
  Also enclosed is the written declination of the purchase of an extended warranty offered by the company.  Along with this document is the “AS IS” purchase document signed by *** ******
  
  In discussing this matter with *** *****, he acknowledged no problem with the vehicle for the first 30 days. We also note that *** ***** has indicated that this vehicle will be diagnosed by **** on 9-30.22 when ******’s transmission worker is available.  The complaint was filed on 9-27.22.   At this point there is no information as to what issues, if any, actually have been incurred that might not be related to or covered by the recall.   Until this diagnosis occurs, it is impossible to know if any other coverage of any type might be available to assist *** ******
  
  While Oakley works to sell the best possible vehicle for the best possible price, we are not possessed of the ability to predict the future and how a vehicle will perform 30 days after it leaves the lot.   We offer the protection of extended warranties for the unpredictable future and *** ***** declined this service.
  
  Sincerely:

  Oakley Auto World, Inc.

  Customer Answer

  Date: 09/29/2022

  Complaint: ********
  
  I am rejecting this response because: it is my understanding that the vehicle was supposed to be mechanically sound upon purchase. The notice of the recall was put out by **** June 9th 2022. The company neglected to research the vehicle and sold a vehicle with safety recall putting myself in danger and putting my property at risk. Before putting a car up for sale even with the "as is" label a company should investigate the safety of the vehical including current recalls, clearly this did not happen. Given the time of the recall being put out, and the time it takes to prepare the car for sale, the company had ample time to do proper research on the vehicle that they are selling and neglected to do so. Because of this they unknowingly lied to me about there only being one recall in order to subjugate a sale. Their negligence is not good practice and can cost people like myself thousands of dollars or in this case could have costed my life having it being a safety recall. Their poor practice of not looking for up to date information before putting cars on the lot could cost people their lives. I rejected the warranty on the promise of a mechanically sound vehicle which clearly is not the case. They not only lured me in with false promises that they could work within my price range which they swayed me out of putting financial strain on me but they knowingly put me in a vehicle that they did not have up to date information on putting my finances and my life at risk. Their business can not know the future and that isn't what im asking. But all of this could have been avoided had they had up to date information instead of pushing unsafe cars on to unsuspecting people. They don't need to know the future to have up to date safety information to inform customers. This has compromised my finances due to the car having to be in the shop waiting to get fixed we have had to come out of pocket to rent a vehicle just to maintain our daily lives such as work its already cost us 700 dollars and depending on the length of time it takes for the vehicle to get diagnosed and taken care of it could be in the thousands. I'm not asking for them to reimburse me for the rental car. I'm simply asking them to take responsibility for their negligence and to get me a mechanically sound vehicle that they promised they sold me. It is the responsibility of the company to have current information regarding safety so that buyers can be properly informed of their purchase. This company unknowingly lied, and cut corners to push an unsafe car on to me in order to make a sale. I'm asking this company take responsibility for and cover any and all cost that is incurred on the 2018 **** ****** as a result of their neglect. . 
  
  
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:06/21/2022

  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.

  After taking my recently purchased truck into the mechanic shop several times with the same complaint, no action was taken to resolve any of the issues and I was sent away each time without anything fixed. Truck vibrates violently, u bolt broken, speed odometer is off, boggs down (fuel issue), headlights need replaced as there is tint on them and can't see at night. Was told they would take care of all issues. Nothing except the u bolt was replaced and they said the tires were balanced although truck still shakes horribly. I was driving home at night and couldn't see my turn coming up clearly due to headlights being dimmed down so much, missed part of the road and hit a phone pole causing almost 13k is damage to right front fender. I was told new headlights would be ordered to replace the ones I couldn't see out if. This was never done, along with any of the other issues being fixed. I am asking ******s Auto Wotld pay half of my deductible in the amount of $500.00 due to not ordering headlights as spoken of before, nor anything else being fixed as they said they would under the warranty provided by them. I have text messages to prove and validate all issues with truck and that they were aware of these issues. It is their responsibility to pay at least partial amount of my $1000 deductible as this wouldn't of happened if they would have done what they committed to.

  

  Business Response

  Date: 06/27/2022

  All of this is news to ****** Auto World, Inc.  We were not aware and would like the opportunity to visit with ****** ******* in person on by phone.  We would gladly like to speak with her about his.  Please have her come in or call our Sales Manager ***** ******, ###-###-####.  Thank you.