ComplaintsforHolmes Motors, Inc.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Holmes sold us a car with faulty catalytic converter. They said they would fix as check engine light came on during ride home. Now they want to charge 500 or more dollars to fix. Is it not the law to have a working catalytic converter for harmful emissions and engine trouble They are rude and only after money. I bet you have thousands of complaints against them. They should be put out of business. They are liars. Every person that came through their door when I was there complained about their service. They need to honor fixing the converter that was broke at the time of purchase and they knew it without cost

  Business response

  06/04/2024

  this person should tell the whole story.  It's true the engine light came on their way home November 29,23 indicating the Cadillac convertor was clogged we told them bring it back and by Dec 5 we would have one in the house and replace it at no charge.  On Dec 4th they called and cancelled their that appointment because the engine light went off after they called. Now after almost four months later their engine light is back on so we're in the process of reaching them to explain our only charge would be a deductible of $200 as will make sure its the convertor which we have now in house.  We work with our customers thats why over 5000 customers are driving the roads today without complaint!!s

  Customer response

  06/04/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21776311

  I am rejecting this response because:

  Regards,

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

  Customer response

  06/05/2024

  In their response they say they would (not to us) pay for the repair. That's what we wa t done not $200. or more dollars. Honor their word. 

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Initially I finance my vehicle ( 2015 Chyrsler Town and Country) with Holmes ********** in 2021. Since that time they had to make 3 major repairs to it startingin 2022: replace the transmission, replace the engine, and the fly *******. Those items were covered by a warranty they provided. Now in February 2024 I have had to replace the fly wheel myself not by Holmes but a more reputable company for $2000. While repaired that they also let me know that my transmission needs to be replaced again and engine too. I was very surprised to hear this. I call several times to try to speak with someone at Holmes ********** about the warranty on the work that they did and finally talked to the manger who then informed me that there warranties were I only good for 12 months and that they used old used parts or rebuilt parts. It appears that Holmes was only doing enough work to keep my car going a little while I faithfully continued to make my payments on time. They did not offer to help and the manager said he would email the service manager but I've never received a call back from them. I also called there headquarters in MS and am hoping to speak with an operations manager, but so far I've just been on hold. I just want my car fixed properly.

  Customer response

  02/22/2024

  This morning 2-22-24 I have spoken with a manager at Holmes Motor and they said that they will review the pictures of the work that they did in the past and give me a call back.

• Initial Complaint

  11/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Three months after I purchased my vehicle, 3 motor mounts broke. I contacted ***** ****** told me they thought they fixed it before I purchased it the job wasnt even done. Fast forward, they fixed them. 3 months later they broke AGAIN. Never was fixed. Fast forward 2 months later, my check engine light came on. Turns out my ignition coils were extremely bad, & every single one of my spark plugs were almost completely burnt. Changed them.l all ourselves, bc they refused to fix it. Fast forward 2 weeks later (today) my car is completely out of oil due to a ****** **** car is completely running out it coolant/water. I am so tired of paying so much to the business; & not getting any help from them. This has been the absolute worst car I have purchased in my life.

  Business response

  11/06/2023

  ************************************ bought the vehicle from ** on 2/23/23 with ******* miles.  On May 11th,23 we replaced two of the three motor mounts. On August 11/23 they called and thought the motor mounts were bad again and it was not shifting right.  We set up an appointment for 8/22/23 to bring the vehicle back and we would have our mechanics go thru it.  He never showed up for the appointment. *********************** has given us permission to talk to ************* who wrote the complaint. If she read the contract coils and spark plugs are not covered under the **************** Agreement.  We pinged the car today and it has approximately ******* miles on the odometer which is ***** miles over our mileage agreement far exceeding our **** miles/month to qualify for our **************** Agreement. If he is dissatisfied he can get the vehicle fixed at his expense or turn it in to the dealership.

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am paying for a car that Holmes say I have a warranty on as long as I have the car. Well I have not been able to drive the vehicle because the A/C went out and the transmission also went out. I have been contacting them about the issues but they keep telling me there is nothing they can do since I was over my miles. *** car has sat since then now its not that Im over my miles its Im one day past due on my payment and that has been to be paid before I can get a service appointment. Also I submitted a service request online and they never did get back to me. I dont have money to pay to use someone else car and pay car payment and insurance on a car that I cant drive. I dont think thats its fair that they wont fix my car like they said they would but wants me to keep paying for it while it sits in my yard collecting dust. I have four kids I dont have money to give away for show and tell. I have a vehicle in my yard for show but the only thing I can do is tell about it because I cant drive it. Im working to pay for a car I cant drive is ridiculous.

  Business response

  11/06/2023

  we are bringing in ************* in tommorow 11/7/23 for her appointment we will see if we can help her!  Our service manager wii be there from **********. complaint #**********F86

• Initial Complaint

  10/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Holmes Motors repossessed my vehicle when it was only ONE MONTH past due. They took my vehicle without any notice; I actually called the police because I thought it was stolen. Ive been reaching out to ******, my account manager, for a week seeking information about getting my car back. I was only informed TODAY by *****, her coworker, that she is on vacation and thats why I hadn't heard from her. ***** then transferred me to Mark in the repo department, who was EXTREMELY rude and verbatim told me that my issue wasnt his concern. **** says that I should have received a text message giving me 3 days to retrieve the car or my belongings. I NEVER received that text. I have not received an email nor a phone call, let alone a text message, since the vehicle was picked up. I had a laptop computer, a telephone, my daughters car seat, and many other valuables in my vehicle that I will NEVER get back because I was never offered the opportunity to get them. What kind of business repossesses a car after only being behind 1 month?? Furthermore, what kind of business does not even give you the opportunity to retrieve the vehicle and/or get your belongings?! I would not recommend this company to ANYBODY. Ill be seeking legal action

  Business response

  11/02/2023

  In response to ************* complaint NO. ******** we are calling her to bring the car in and we have our service mgr from ********************************, will try to get it fixed if it falls under our service contract as not driving may have caught up her mileage we will also let her know it was not leased with unlimited mileage per month

   

   

   

   

   

  Customer response

  11/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20789889

  I am rejecting this response because: I have no idea who ************** is. My last name is *****. The business has responded to the wrong person.  This further demonstrates the sloppiness and unprofessionalism of this business. 

  Regards,

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

  Business response

  11/10/2023

  ************* account was over 30 days past due. We made numerous attempts to contact the customer via text, email and phone calls with no response for 30 days. We do not notify customers that the vehicle is going to be repossessed due to safety issues. Her account mgr was on vacation but the phones are answered by other account reps when they are absent as *** said in the past our phone system documents all records all calls and documents them. The last call from ************* was on 10/18/23. On 10/27/23 ************* spoke to **** in repossessions and ***** in collections, Holmes Motors has an automated system that sends the customer a text that tells them their vehicle was repossessed. It advises them they have 3 days to redeem the vehicle and or personal property.  According to our phone records we did not receive any calls from ************* until 10/27/23 nine days after the repossession. At that time she talked to **** again and he explained everything to her again. We have almost **** customers driving are vehicles without problems the numbers we serve speak for our reputation

  Customer response

  11/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20789889

  I am rejecting this response because: 

  Extremely unprofessional company who took my vehicle without giving me an option to retrieve it. There were valuables in the car that I will never be able to get back. I will forever warn people about this bad business.

   

  Regards,

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

  Business response

  11/13/2023

  As we said we brought ************* in and had our service manager ********************** go thru the car. He found and explained to her it was not her transmission but her Catalytic converter she never told him about the A/C. Today she called 11/13/23 and told ***** about the A/C so she was told will look at it in the morning .The car was towed to our property for us to try and help her but the catalytic converters are not covered under the service contract.

  Business response

  11/13/2023

  ************* bought the vehicle in January 2021

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July the 10th 2023 I purchase a 2020 **** f150 from Holmes motor 2 days later after the purchase my check engine light came on I called Holmes motor and let them know my check engine light came on they told me to take it to AutoZone and put it on the computer and let them know what the diagnosis was I did that had the paperwork printed off and I took the paperwork to them to show them what the diagnostics was so I leave my truck with them the next day I called to see where we was on the truck they tell me to come and get it everything had been fixed and ready to go as I get halfway home the check engine light comes on again so I call them again to let them know so they tell me to bring the truck back and I did that as well they took the truck back and a hour later maybe 2 hours they said everything was ready to go once again I'm headed home truck doing the same thing check engine light comes back on so after several trips back and forth with the service manager with no results I take it upon myself to go to the **** dealership to have them diagnosed my truck had it diagnosed and everything that Holmes Motors said they fixed was never fixed ever since I took that paperwork from the **** dealership and show them what the problem was that they said they had fixed was never fixed the service manager act like he got an attitude and haven't been able to contact him since then I'm always getting voicemail left several messages with no return phone calls or nothing now I'm sitting in Holmes Motors parking lot September 11th 2023 transmission no one out with several other issues and they do not want to live up to the warranty that I have on my truck keep in mind I've been coming back and forth to this dealership ever since July the 12th 2023 with the same issues same problems with no results of getting my truck fixed and I'm and I have to have it because I finished concrete and that's the only way I can get back and forth to work

  Business response

  09/22/2023

  **************** did not tell you the whole story as ours is well documented and all conversations are recorded.

  It's true he bought a 2020 **** F150 on July 10th and two days later the engine light came on and we took it in and changed the coil and spark plugs, he called back July 21st with the same issue (engine light) and we could not make the light or anything act up. Two hours of testing we gave the truck back. He complained again about a problem and we set an appointment on August 2nd and he never showed. He claims on September 11th now the transmission is out. 

  After doing a thorough investigation we found that nothing was charged for his first visit nor his second visit. We scheduled August 2nd at his request to come back, but he didn't show.

  He failed to tell us he would be driving excessive miles in his business as a concrete finisher.

  He initialed the limited service exclusions which clearly states construction trades are excluded from our service agreements. Also, he is way over pacing **** miles per month by traveling **** miles a month.

  Customer response

  09/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20589140

  I am rejecting this response because:

  Regards,

  ************************;

  I I reject this offer because I told the salesman what I do for a living and what I needed the truck for and they said no problem I wouldn't have to worry about that number two if they fix the problem why does the computer still read the same thing from each company I went to before and after AutoZone ********** advance Auto and the **** dealership it self and everything is still reading the same I told them from the beginning the transmission seems like it was slipping they asked me what was it doing how did I Know told them and they said the head mechanic was coming from ********** or somewhere from one of their dealerships and he was going to look into it and the no-show I called and told the salesman that I couldn't make it that I had to work and wasn't going to be able to make that appointment

  Business response

  09/27/2023

  *************** has been dealing with ********************* Service mgr in ************ ** and ******************* in ************************ stores,They take turns in working at the Birmingham store until we hire a Service Mgr , The first time he brought the truck in for service our diagnostic equipment indicated missing fire and timing codes we replaced the spark plugs and the engine light turned off the second time we could not duplicate the problem and after the mechanic test drove it twice and ******************* drove it three times we called the customer to pick up the vehicle because we found nothing,He was never charged for either visit. He never mentioned the transmission and they did nt detect any slippage.  I understand from ******************* he wanted him to give him a price on a slab so he had ****** number. Never mentioning the transmission. It clearly states and he initialed that exceeding the milage negates the service contract and he is responsible for the repairs. We take care of our customers and treat them with respect and honesty.  *************** went well over the allowed mileage so he has two options get the truck fixed at his expense or take it back to the dealership and walk away

  Customer response

  09/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20589140

  I am rejecting this response because:

  Regards,

  ************************* I told them it was something wrong with the transmission he said he was going to check it out and said he couldn't find anything and told me to come get it engine light came back on got on interstate headed home get in passing lane and it act like it didn't want to pick up speed call back down there and they someone will get in touch with me never heard from anybody so I called them back same thing no one ever got back to me yes I talked to ************ told him about the transmission as well but I do not have ******* phone number he said he had my number and if they said that i didn't tell them I did concrete why ***** approach me about concrete because it's on the application I had to put it on there and plus they got bank statements for  for what kind of work I did for proof of income if they give me money back they can have the truck back and I'll walk away with know hard feelings or they can fix it and I'll continue to pay for it  

  Business response

  10/05/2023

  in the rejection to the complaint we responded that he had two choices ive talked to both of our service managers neither said they had not a conversation about his transmission until Sept he is well over the mileage because of his business and he signed the document that if he was going over mileage the vehicle would be as is meaning he takes care of all repairs.  We are very honest and up front with our customers thats why thousands are driving our vehicles today.

  Customer response

  10/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20589140

  I am rejecting this response because:

  Regards, I told each service manager about that transmission they said they don't see anything they asked me specifically what was it doing I told them and they said they didn't see anything when I took it to the **** dealership and had it thoroughly diagnosed now they don't want to honor it I'm paying for a vehicle that I can't even drive haven't had it 2months good and it's already $10,000 worth of 

  repair now you tell me how are they taking care of their customers the same thing from day one that they said they fixed it is still showing up on the computer

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

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company cutoff my vehicle that was paid off completely two days prior. They said to me it was on and then 2 days later on a Sunday shut it off. ***** and **** from this company were responsible. Paid my LAST payment to own the vehicle and they still shut it off. Which left me stuck in Loganville GA about 60 miles from my home, with my sickle cell child in a car for over 5 hrs. This is WRONG and to be honest illegal. Why would you shut off a car that was paid off? I had to spend money on an uber which I did not have the funds to spare.

  Business response

  07/31/2023

  Ms **** was eight days late on her payment and was shut down.  She used her shutdown override on July 29th Friday at 9:08am to come into the Douglasville facility to pay off her vehicle at 10:58 am.  The override is only good for 24 hours until it will turn off the vehicle off again the next day which was a Sunday. No one was told she used the override option.  The vehicle was turned on Monday and at her request we removed the GPS the same day. 

• Initial Complaint

  09/29/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a vehicle with Holmes Motors in October of 2021. During the purchase process I was told that although they do not perform credit checks, they do report to the credit bureaus to help build your credit. It has been 11 months since I’ve had the vehicle, October 6, 2022 will make 12 months and not once have they reported to the credit bureau. I found this out today when I tried to trade the car in at another dealer whom informed me that Holmes Motors was no where on my credit report. I called and was told I was given “misleading information”. I was out right lied to! I also found out that the car that I have from Holmes Motors isn’t worth what they’re charging me. The ***** Nissan dealer informed me that the car is only worth 2,000. I have 11,885 left on a 2015 Nissan Altima which had 172,280 miles at the time of purchase. My car note is $180 bi-weekly and I put 2,000 down. I was told that I would be able to trade the car in 12 months afterwards. Called to inquire about a trade in and was told I was over the miles to trade the car in. This company will tell you anything to persuade you to get a car with them and then once you’re in a car, totally different situation. I don’t appreciate it at all! If you miss 1 car note, they threaten to repossess the vehicle or disable the car to prevent you from driving the car. I’m so sorry I got this car from Holmes Motors because it has truly been a headache since I’ve had it.

  Business response

  10/19/2022

  Ms ******** claim that Holmes Motors will report to the credit bureau is correct if the customer request we do so after 90 days will send a letter to the company she so desires but we must be called and the customer has to request it. Holmes Motors does not lie to there customers as Ms ******** claims.  As far as paying more for her car Holmes Motors like all car dealers across the country had to pay more for their cars last  year. The shortage of chips caused the vehicle market worldwide to buy at increased prices. If she shopped her purchase at that time Holmes Motors had the best price and still does.  Let Ms ******** know if she is dissatisfied she can bring her car back turn it in and without any credit bureau reporting. As we have said before we have almost 6000 customers driving our vehicles today paying their notes and staying within the 18,000 miles per year to recieve their free Service Contract.

• Initial Complaint

  09/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2014 chevrolet silverado truck from Holmes motors on 6/15/2022 I paid $4,000 down on the vehicle and within 20 days my transmission went out . I had it towed to the dealership because they said I had a warranty but the warranty only covers you for 1,500 miles a month and by the time the transmission went out I was at I believe 1,600 so even tho the truck was only 20 days from the point of purchase they said they wouldn't do anything and were very rude about it. So I then took the truck to Ntune mechanic shop where they told me that whoever messed with the transmission before didn't even get the filler tube back into the transmission left several bolts out and/or loose. This really upset me as I asked the sales person directly several times " has any work been done on the transmission and has it been checked out" and I was told by the salesman that it has been inspected and it has not been replaced then I asked ****** I believe his name was the sales manager the same question to which I got the same reply. So after taking it to Ntune and spending $315 there and being told it was not the original transmission and there was no way it was inspected I had to replace the transmission which as you can see was approximately 30 days or less after purchase which about 13 or 14 days of my vehicle being unusable after I replaced the transmission, they then offered for me to bring it to them to look at it and by then it was too late so I asked them if there was anything they could do such as credit my account for some of the over $3000 I spent on the vehicle it wasn't until my truck went back to the shop again to have the repair warranted by the shop I paid to fix it. While at the shop I had been in the process of changing insurance companies is when they finally called me back but because it wasn't insured thru the company they wanted I told them that as soon as I pick it up I will start the new insurance and get them the info sent, so I pick it up at 6 and they g

  Business response

  09/21/2022

  In response to Mr. ****** complaint in two months he had put 6033 miles on the Chevy Silverado that doubled the pacing amount of 1500 miles per month. He initialed the sheet in closing that he would pace at 1500 miles per month. When our collection department called him about lack of insurance he said he was not paying on vehicle and not paying on insurance until he was reimburse him for transmission replacement. His claim we wanted him to insure through a company we wanted we have over 5000 current customer driving and all have insurance of choice we only ask that customer keep a deductible of 500 and list Holmes motors as lien holder. The truck is now repossessed as gps was tampered with which is a direct violation of lease which was explain to customer at closing of lease agreement 
  
  
  
  Images
  
  of 500.00 holmes motors listed as lien holder an

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  These car are thrown together with cheapest and oldest parts they can find. The staff is very rude and they sit around doing a bunch of NOTHING. I've called them MULTIPLE TIMES trying to get a statues on my vehicle. I dropped my vehicle off because it was over heating and that was almost 2 weeks ago. I tried calling and I was told they'd call me back. I received no phone call, so I called again and was told "service department" had left for the day. They don't care about their customers at all. I've been out of my car for 2 WEEKS. A car I'm paying for. Everytime I talk to staff they're super disrespectful and distasteful. Since I've had the car it's been nothing but TROUBLE AND I HAVEN'T EVEN HAD IT FOR A YEAR. I've brung my car to them several times for the same issue and they said my car didn't have an issue. NOW ITS BEEN SITTING FOR 2 WEEKS WHEN THE ISSUE COULD'VE BEEN TAKEN CARE IF THE FIRST TIME I BRUNG IT TO GET A SERVICE.

  Business response

  09/21/2022

  subject Ms ******** ******    Ms ***** dropped her vehicle off on 8/18/22 because it was overheating. Her appointment was'nt until 8/23/22 but if we could work it in before it would would have been done. On 8/23/22they found it was a special ordered hose which took a week to get here Ms ***** picked up the car on 8/29/22 and to this date we have not heard of any issues.

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