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:05/22/2024

  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.

  We bought a 2003 **** expedition 2 1/2 years ago for almost $18,000 at 21% interest when the vehicle itself isnt work more than $1,000 also I myself bought a 2007 **** focus that come to find out had the entire sway bar link broken and no ***** control which was not mentioned during the time of buying. I paid $13,000 for this car and its not even worth $900. My husband and I are struggling financially and they took full advantage of us knowing our situation and the fact that we have 2 children and had no choice but to opt into these contracts, however if a payment was missed they shut the cars off remotely which hinders our ability to get to and from work to make the payments. And due to the fact that Im recently working on being on disability I cannot af**** to make the outrageous payments that they have given us and refuse to give us any leeway on. Causing us to almost be put on the repossession list for both vehicles.

  

  Business Response

  Date: 05/23/2024

  To: BBB Great West + Pacific
  
  Re: *************************** Complaint ID: ********
  
  Dear BBB Representative,
  
  Randash Auto Center and ********************* operate under a Buy Here Pay Here (BHPH) business model, specializing in assisting individuals who face challenges in obtaining traditional financing due to a lack of credit or compromised credit history. Our goal is to help customers establish or rebuild their credit through our program while ensuring they have access to safe and dependable vehicles.
  
  We have been in contact with ****************** until recently,when we were notified that the payment protection device on the vehicle was tampered with. ********************* has been working with the customer on both accounts mentioned, which are currently 27 and 22 days past due. The last payment made on 04/26/2024 was returned for insufficient funds and attempts to contact customer for a partial payment arrangement due today 05/23/2024 have been unsuccessful.
  
  We have documented all communication attempts with the customer to support them during this challenging time. However, when arrangements are not kept and contractual agreements are broken, it is our responsibility to protect the lienholder's asset, as any financial institution is obligated to do.
  
  We understand the difficulties faced by our customers and strive to offer support whenever possible. Unfortunately, in this case, we have been unable to reach a resolution despite our efforts.
  
  
  
  Respectfully,
  
  Randash Auto Center and *********************

  Customer Answer

  Date: 05/27/2024

   
  Complaint: 21746947
  
  I am rejecting this response because:
  Recently I have been informed of the amount in which randash auto have completely s******* me over, we have paid 15x and 18x the amount that the vehicles are worth. Therefore I have paid what the vehicles should have cost several times over and do not believe I owe a ***** more. I ask that randash forgive the rest and/or refund us the amount that we have overpaid for the 2003 **** expedition. This is wrong and should not be legal. I dont believe doing business with them going forward is in the best interest of my family. They say they have fair payment arrangements yet I have to pay almost $1200 a month for these vehicles while on disability, while they are barely worth that as a whole amount together. The ***************************************** while driving it. The sway bar link was almost completely broken and when I got it fixed I asked randash to cover the charge because I had that vehicle for 6 months at that point and it obviously was something they missed, yet they still refused to cover the cost of repairs. Whether it be in the contract or not that was their responsibility while I am still making payments. Now then if this is not resolved I will be bringing this in front of a judge. 

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

  Customer Answer

  Date: 05/30/2024

  I am repeatedly being harassed by the dealership regarding the amount due on my account, however I feel that I have paid what the cars are worth several times over. Therefore I dont believe that I should make another payment until this is resolved or they decide the accounts are sufficiently paid off, Id appreciate your input on this matter however so I can take the correct course of action. Thank you.

• Initial Complaint

  Date:04/04/2024

  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.

  There was problems literally 10 minutes after leaving lot. Head gasket blown and much more, and it took 3 visits to figure that out...and then they ignored a catalytic converter problem because they didnt want to fix it. But they did after nearly dying. And the *** 2 showed they stored the code after they told me nothing was wrong. Which i had to go somewhere else to find that out. Also had to bring it back because somehow the intake manifold got cracked. and now I learn from actual mechanics that they did a half a** job after 3-4 months of having it in the shop. And now my vehicle gonna be back in the shop. Really *****. Already ****** of repairs done..which they did decide to pay for. And now Plus the body of the vehicle was so bad that I have to pay 1500 because the jeeps about to come off the Axle. And they are trying to figure out if the heater core is bad, and why coolant is going in my cab... in a new manufactured engine.Be careful. I suggest bringing a mechanic to come look at vehicle before you buy... than I found it was a head gasket like ********* told them.When I bring jeep to different shops they seem to have issues with being polite to others. And im being punished because they have poor business ethics. For example, They really wanted me to go to a shop they know. But wouldn't do it for *********. Sketchy and weird and now I got to come up with 3500 for a head gasket leak. ********* employee said they won't do business with randash. That they were really sketchy. And they think they are trying to s**** me over. And wont help them do that. Pretty bad when another company doesn't wanna do business with them. Now them and the warranty company are playing games and I haven't had my jeep since December 26th 2023. And today it's april 4, 2024.. it first went to *** motors but than they wanted us to bring it to *************************. The guy there "****" he said he hates dealing with randash but he will talk to Me about jeep. It's been almost a full year.

  

  Business Response

  Date: 04/05/2024

  Attached is detailed notation and communications. With customer or effort to communicate with customer to include all repair orders completed on the used vehicle purchased under warranty or aftersales.

  We cannot speak on behalf of the aforementioned businesses mentioned, but we can say that these are very reputable vendors that we have had a long-standing relationship that refer much business to and trust that the work they do on behalf of our customers is quality. 

  The current work being performed on the used vehicle is being performed.is and covered under another vender warranty., not in our control and not warrantable under our contractual agreement.  

  We understand the frustration the customer. has experienced. As noted in the documents provided, resolution is in place.  

  Customer Answer

  Date: 04/07/2024

   
  Complaint: 21533620
  
  I am rejecting this response because:I am rejecting this response because: you guys like to put the blame on everyone but yourselves. The picture I posted is when your crew tried to hide that a catalytic system was really bad. When I got there to pick up my jeep they said everything was perfect. I asked them about the catalytic converter. They said it was great and not to worry. So I drove to lube alley in ********. Where they helped me run a diagnostics test with a OEM. Which Gave those results in the pics. After i caught that they "stored" the codes, than they decided to fix it.. So I can't trust this business. This is 1 example I'm gonna give. I can give about 18 more. Everyone more incriminating than the next. So ill be saving those incase i need to go to caught. But if needed im happy to share on here 5 more.. This business needs to be seriously investigated. They almost killed me "in my opinion" by faulty/improper repairs or something. They don't have an honest sole in there body. Also I'm posting pictures of people's public opinion, those are just a few of the people who have been conned/scammed/screwed with so that the Better business bureau can see im not the only one having similar issues. It's a common issue with this company. And it's bad. 

  
  

  After everything we have been through im asking that yall have the vehicle properly prepared. And that you guys pay for the amount of time you had my family disabled. Due to living in ********** and not being able to have a vehicle. My wife literally almost had her baby at home. Because we didn't have a vehicle. Which caused some scary moments at home. Traumatizing kinda. You guys have been trying to fix my vehicle before my wife got pregnant. And it's still not fixed proper, and our kid was born. Does that tell you how long we have been waiting for proper repairs.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 04/07/2024

  I am sending you a picture of when randash stored codes and put our life in danger. I'm also sended you public messages of people having similar issues as me. This company is a bunch of scam artists. They need to be investigated. Because if they haven't already someone's gonna get hurt from there negligence. And there's so many people who need your help. Because most people are poor who go through there. People with no credit. Than charge you way over what the vehicle cost. Like ****** plus over every vehicle. They are predators abusing the less fortunate. And people want help. Including me and my family

  Customer Answer

  Date: 04/07/2024

  I am sending you a picture of when randash stored codes and put our life in danger. I'm also sended you public messages of people having similar issues as me. This company is a bunch of scam artists. They need to be investigated. Because if they haven't already someone's gonna get hurt from there negligence. And there's so many people who need your help. Because most people are poor who go through there. People with no credit. Than charge you way over what the vehicle cost. Like ****** plus over every vehicle. They are predators abusing the less fortunate. And people want help. Including me and my family

  Customer Answer

  Date: 04/07/2024

  Here are the pictures of the stored oem codes. And the ****** rag is from my lungs. The emissions went into the cab and almost killed me. 

  Customer Answer

  Date: 04/07/2024

  Oem picture keeps not sending. I'm trying again.

  Customer Answer

  Date: 04/07/2024

  Trying to send oem pictures of stored codes.

  

  Business Response

  Date: 04/22/2024

  To:
  BBB Great West + Pacific

  Subject: Complaint ID ********

  On April 9, 2024, we were in contact with the customer. ******************************* to update him on the status of the vehicle he and ********************* purchased on June 22, 2023, 2011 Jeep Liberty, which is currently at *************************. they have begun the tear down process and will be updating us on the status of the *** warranty. These repairs will be covered under warranty.
  
  We also notified customer on the April 9, 2024, that we coordinated a rental for him to pick up in ***** and we would continue to update him on the status of the warranty repairs as we received them. 

  Please feel free to reach out with any further questions in the meantime.

  Respectfully,

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

   

   

  Customer Answer

  Date: 08/13/2024

  Hi, my name is ******************************* and my complaint number is: 21533620 
  Randash has done everything in there power to fix everything with me. And I'm thankful. So I would like to close the complaint. Everything is resolved. I appreciate your help.

• Initial Complaint

  Date:02/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was purchasing a vehicle through Randash auto and within the first 2 1/2 months it had underlying electrical issues. It has a dead short in the steering column , and the windshield wipers sometimes would not work. Over the course of one year and three months the car could only be on the road for approximately 3000 miles. *** transmission was going out. All this I asked for their help on this matter and was declined any kind of help. In October, the car was repossessed. *** company refused to help me at any part of this matter

  

  Business Response

  Date: 02/07/2024

  
  Subject: Response to Better Business Bureau Complaint - Case #********
  
  Dear BBB Great West + Pacific
  
  We appreciate the opportunity to address the concerns raised by the customer regarding their experience with **********************. We have thoroughly investigated the matter and would like to provide additional context to better understand the situation.
  The customer acquired a used vehicle from us, and we recognize the documented issues. Importantly, it should be noted that at no point during any service work performed at our facility did the customer incur any charges.
  Active endeavors to help or support the customer were consistent and are all well documented, all of which can be supplied to include payment history.
  During our attempts to address the mechanical issues, we encountered difficulties in reaching the customer and obtaining necessary information for resolution. Despite our continued efforts and willingness to assist, the customer defaulted on payment agreements, which further complicated the situation.
  We want to emphasize that we understand the frustration the customer experienced with the vehicle's service issues, and we sincerely regret any inconvenience caused. Our commitment to customer satisfaction remains unwavering, and we are dedicated to resolving issues promptly and fairly.
  To provide additional clarity, we have outlined the key points below:
  Repossession Process:
  Unfortunately, due to the customer's unresponsiveness and default in payment agreement, we proceeded with the repossession of the vehicle. This decision was made after exhausting all reasonable attempts to communicate and assist the customer in resolving the mechanical issues.
  Communication Challenges:
  The customer's limited responsiveness to communication made it challenging to coordinate and implement effective solutions. We understand that communication is a crucial element in resolving such matters, and we regret any inconvenience caused by these challenges.
  Thank you for your attention to this case, and we look forward to your guidance on the next steps.

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21234093
  
  I am rejecting this response because:
  At no time was Randash interested in helping with their vehicle. ***re were problems generated within the first two months and Within five months, two new batteries were purchased for said vehicle due to the dead short. *** car was taking to ********** and they believe the short was their prior to purchasing vehicle. *** windshield wiper issue, and the short work, somehow not on their war.. So this was a vehicle that could not be driven for safety reasons and it cannot be trusted after paying $600 to ********** for their analyzing the issue. Randash was still not willing to help pay for it like I said earlier within a year I was only able to drive it for 3000 miles. *** transmission going out was the final draw. All Randash is is an extremely selfish company that does not care about the customer. All that they are interested in is your payment not Caring if you have a decent car or not. I tried many times to get my point across to the Company but the only thing they cared about was my payment. I had to rent and borrow vehicles from people to get to and from work. I begged and pleaded with *****, *****, And ********, and each of them said they understood, but just wanted my money. None of them cared about how I got to and from work I had no problem making payments on something I could use or if they wouldve even helped me but they refusal to help me is sad. I asked for a different vehicle, but was denied. And since this company has more money than I do, of course, they win in the long run. *** little guy always loses. But this company is horrible to work with, and they make you feel like ****, and belittle you, and plainly just refuse to help. This company had a Two year ****** mile warranty on this vehicle and surprisingly nothing was covered. So once again, they are a horrible company to do business with the owners need to step up to the plate and see how its being run.
  Sincerely,
  
  *************************

  Customer Answer

  Date: 02/15/2024

  ********************* knew what was going on with the vehicle, and all they really cared about was getting a payment from me. If they would have helped in the beginning, that all wouldve been avoided. As I said, they never offered to Help out, but just asked for a payment. so all my begging and pleading with this company fell on deaf ears. I had a car that sat out there that could not be used. And like I said, the company didnt care whether it was on the road or not, but as long as they received payment. I somehow still felt this company would have done the right thing, but thats not how they work. So theyre willingness to help is a lie. Straight and simple lie! They had no intentions on helping out, or doing the right thing.

  

  Business Response

  Date: 03/12/2024

  
  
    Attached is a comprehensive log documenting our communication and assistance efforts concerning the service repairs required for the used vehicle purchased by the customer. During this process we were committed to resolving concerns and addressing issues both within and outside the warranty parameters.
  
  Below is a summary of the recorded efforts made:
  
  1.02/22/23: Goodwill Full Payment
  Full payment covered to assist during the period of service repairs.

  
  2. 07/17/23: Deferred Payment
  A deferred payment arrangement was implemented to ease the financial burden while the vehicle was undergoing repairs.

  
  3. 09/19/23: Comprehensive Assistance
  Covered tow bill to transport the vehicle to the repair shop.
  Paid for the replacement of the battery and keys to facilitate the repair process. (Please refer to the attached detailed notes for further information.)
  
  Please note that the confirmed mileage on the vehicle purchased, on 7/20/2022 to the date it was towed to ********** 01/23/2023, was just over ****** miles. ******.00 miles was put on a vehicle in just over 13 months. The average mileage in 1 year in ******* is 16,000. 
  
  The note on this account went to repossession. For failure to pay. 

  Customer Answer

  Date: 03/20/2024

  Why is this closed? This is not been resolved. I did not put ****** miles on it in a year. I was only able to put 3000 miles on it. I dont understand as to why youre so against my complaint to ************ that did me so wrong. I want Justice. What you have put on there is wrong. 

  Customer Answer

  Date: 03/20/2024

  I never saw this first message. But I did not drive the car ****** miles. ******* this matter please. If you look on the place where I bought it it had ******* on it now it has ******* that is not +****** miles. I dont know whats going on between you and Randash but I feel like a you are leaving me in the cold. This is completely unacceptable. This matter is not resolved. 

• Initial Complaint

  Date:01/15/2023

  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.

  To Whom it May ******** I am writing to advise of you of what I believe to be predatory lending being done by Randash Auto in *******, **. This company is the very definition of that term. When reading and learning about what is considered to be predatory lending they made 5 out of 7 items on the list. This is difficult for me to admit that this company duped me as I believe myself to be an intelligent person. But because of my financial problems due to my recent divorce we had to file bankruptcy and I felt as if I had no other choices for getting a vehicle. These people prey upon people in these situations. They take an already difficult and bad situation and make it soooooo much worse. For starters they have charged me at bare minimum 3 x''s the suggested retail ***** blue book value of the truck. It is a **** Dodge Ram ****.. which I have found for as low as $**** and *** of $8000...my loan is for $21,000!!!! This vehicle is almost 30 years old!!! Then on top if that they are charging me *****% interest with payments EVERY 2 WEEKS! I thought it was my only hope at the time of getting a vehicle and I needed to be able to get to work. They made it sound and seem not so bad and got me to sign the papers. I put $1,000 down and have made 2 payments totaling $608.00. Due to my profession, I am a golf course superintendent, I end up having 4 months off a year because of snow. I took the opportunity to go to arizona. I put a camper shell on the truck because I intended to camp and stay in my truck. Inpart due to the holidays and the drive there etc I ended up being late on a payment. I wont make excuses, I was infact late and that was my fault. However, I had the money to make the next 2 payments when I went to the store and came out and found that my truck was gone!! At first I thought it had been stolen. I tried to contact *****, the Exectutive Director of Account Servicing, but she would not respond. I asked the people at the grocery store if they had towed it for some reason, but they said they had not. The following morning I contacted ***** and was told it had been repossessed. I tried to work things out with her. I explained I had 2 payments that I was more than willing to pay that day. She would not accept them. Infact she would not accept ANYTHING short of $21,007.30 PLUS their expenses to get the truck back. I wrote to the owner, ***************************** and explained my situation to him. I explained that not only had they left me without a vehicle so far from home but they ALSO LEFT ME HOMELESS in *******!!! He replied that he felt they were justified in doing so. I have never met a group of such heartless people in my life. There was was simply nothing moral or ethical about their behavior or actions. I tried EVERYTHING within my power to come to ANY kind of agreement with them but they *********** not bend in anyway. I believe that this is because THIS IS EXACTLY what they wanted from the very beginning ..for me to fail..therefore they get their vehicle back and can resell it and continue to charge me for the difference of the already exorbitantly overpriced vehicle!!! Its a win win for them. For me it has been life altering. I've never been in a situation such as this in my life. Homeless on the streets of a city I dont live in. Their online ad states 45+ years serving the community. If you have bad credit, no credit, a history of repossession bankruptcy......we can HELP! With flexible payments and tons of extras for peace of mind ( useless warranty )... etc etc....THIS IS NOT HELP and dont get me started on peace of mind! This is a predator waiting for their prey ...dangling something they desperately need in front of them and then pouncing! Their ad speaks of wanting to help your financial situation and building your credit and TRULY WANTING YOU TO SUCCEED etc...these people are WELL AWARE, I believe that they only intend and hope for the exact opposite. They go on to state that they will "work with you to overcome changes and challenges as they appear" which would almost be laughable if this weren't such an extremly horrible incident. The ad also goes on to state that they have the one of the lowest reposseion rates. I have tried to find out and would honestly love to know just how many vehicles they have repossed in the last year... last 5 years etc from hard working people trying to do their best thru tough **************** Predatory lending is a defined asany lending practice that imposes unfair and abusive loan terms on borrowers, including high-interest rates, high fees, and terms that strip the borrower of equity. Predatory lenders often use aggressive sales tactics and deception to get borrowers to take out loans they can't afford...THIS IS EXACTLY WHAT THEY HAVE done to me and I'm sure many others before me and will continue to do without some type of intervention to stop them! The current average interest rate for a used car is ****% so at *****% this I believe would be considered predatory! While I do understand the thought process behind instilling a higher interest rates due to the potential risk involved, this is exorbitant. The hardship, stress and financial distress this has caused me can not even begin to be conveyed in words. Now I am also left with the problem of getting back to *******. And am currently trying to figure out how to get my camper shell and where to put it. I have endured sleepless nights and endless amounts of time and energy trying to find a way to get this resolved to no avail. So I am writing to you in the hope that you can help me with a fair and timely resolution as I have been unsuccessful in dealing with this company. Thank you in advance. Sincerely, *************************** **************

  

  Business Response

  Date: 01/16/2023

  Please see attached. Thank you.