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:04/28/2025

  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.

  Paramount *** provided me a rental car while my lemon *** was in service and I have since reached an agreement with *** ******* thru the BBB Auto Line for *** to repurchase my vehicle. During this process I was told by Paramount that since they could not really figure out the problem with my car and due to the safety of it I would stay in the rental until a resolution with *** ******* was reached as the car is dangerous to drive. Four days after reaching an agreement they are wanting me to return the rental and pick up my *** to drive until the process of the buy back is completed. They are aware of the safety issue of the car so why am I being told to drive it again? One group tells me that I will stay in the rental and the other group says I have to return it and drive the *** even though its a risk to do so! The rental car fee should be covered just like they have been doing until the buyback process is 100% completed They indicate that they will only cover the billing of the rental car until today Monday April 28th when the process for the buyback may take another ***** days. They have had me in various rentals since October going thru this process. I suggested they give me a car lot loaner like they also have done during this process. They are basically giving me two choices 1. Drive an unsafe vehicle that they have agreed thats unsafe because they are buying it back Or 2. Leave me without transportation due to their unsafe product for ***** days more

  Business Response

  Date: 04/28/2025

  Good afternoon,

  Thank you for reaching out in regards to complaint #*********, from ******* ****. Paramount Kia of Asheville, is a dealer and is authorized to sell and service *** vehicles under our dealer sales and service agreement. The warranty on the vehicle sold is provided by *********** and not the dealership. Paramount Kia of Asheville has completed the work to the customers vehicle as instructed by ***********. *********** has requested that the customer return the rental car and pick up their vehicle. We have relayed ***********'s request to the customer. North Carolina has specific statutes for situations as this under the Lemon Law heading. This statute involves the customer and the manufacturer and does not involve the selling dealership in that negotiation. Until such a time that *********** initiates and completes the process to repurchase the vehicle, Paramount Kia of Asheville recommends that the customer pursue the resolution requested (including alternate transportation needs) in their complaint with Kia ******************

• Initial Complaint

  Date:02/20/2025

  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.

  After my previous complaint of overheating issues and warranty extensions with my 2017 *** ******** I was contacted by ***** from Paramount *** on 2/6 and he offered for me to bring my car back in and they would fix what they thought was wrong with it which was a faulty thermostat for free. I explained to him that the car was not drivable to make it back to Asheville and he agreed to arrange transportation for it to get over there. I received a call from ******** in the service department on 2/14 that the parts were in for my car but was unable to give me a time of when they could come and pick up my car and told me if I could get it over there that day they would fix it the same day. I had to arrange for a tow truck myself to get the car over there and never heard back from them over the weekend. I called and spoke with ******** on 2/17 and was informed that they had fixed the thermostat but had also just now found a leak from the head gasket which is covered under the extended warranty. She said it would take at least 3 more weeks to fix and a loaner car would only be covered for 10 days. On 2/18 I received a message about another inspection of my video in which they found the same problems as the last diagnostic test from 1/7. I immediately emailed ******** and told her I was not paying for another diagnostic test because that is not what the car was over there for and she said I wouldn't be charged for it but when my car is repaired I would have to once again get a tow truck to bring it back to me because they have broken one of my rear brakes and it it completely not drivable now. I refuse to sign any paperwork to receive my car back unless they either fix the brake that they damaged at no cost or they can buy the car back for the amount that I still own on the current loan.

  Business Response

  Date: 02/23/2025

  Good morning,
  The client's vehicle was in our shop on 01/07/25 for a coolant leak concern. A multi-point inspection was completed at that time that indicated many problems with the vehicle, one of which was the brake system and a broken brake rotor and possible seized caliper. There is a video of this vehicle condition reported in early January as well. I can't attach the video due to the 8MB file size restriction, but can send you a link to it if needed. We did paste a copy of an email response where we sent the client a copy of the video and the multi-point inspection in early January, where they indicated they were aware of the brake concern and was in the process of working on the brakes themselves. We offered one time goodwill assistance to try and help the client. The client agreed to accept our goodwill. On this visit in February, we for the second time documented the safety concerns with the client's brake system again. The worn and broken brake components have been well documented on two separate visits a month apart, with videos, multi-point inspections, as well as the clients admission that the brake system was that way and they had been working on the brakes. 
  
  ---------- Forwarded message ---------
  From: ******** ******* <*********************************************************************>
  Date: Fri, Jan 10, 2025 at 10:09?AM
  Subject: Re: *** ***************** ******* ****** <**********************************>
  
  
  The breakdown of the repairs has been sent.
  
  On Thu, Jan 9, 2025 at 6:28?PM ******* ****** <**********************************> wrote:
   Hello,
  
  We got the video of the inspection on our *** and would like a price breakdown for everything. My husband was actually in the process of replacing all the brakes when this happened so we can take care of that and the filter is something that he can take of also. When the car first started overheating he replaced the thermostat as well so that should be brand new.
  
  > Thanks,
  > ******* ******

  Customer Answer

  Date: 02/23/2025

   
  I am rejecting this response because: Yes we were informed of the bad brake and rotor on the rear but we also drove it home from Asheville after the first visit in January with no problems and we did not currently fix the brake problem because the car was still overheating and not drivable. Once we received the offer to fix the faulty thermostat (which is what they originally told us was wrong with the car) we have been in contact with our local mechanic to fix the brake issue once the overheating was taken care of. We never asked for another inspection to be done on the car as we already knew of all those other problems from the first visit. The car is supposed to be over there to fix the overheating issue that is covered under the warranty. Bottom line is I am not paying for another tow truck since they went and messed with the brake without our permission and will not take the car back with a messed up brake that is their fault. 
  
  

  Business Response

  Date: 02/24/2025

  Good afternoon,

  Thanks for your response. Just for clarification, no one at the dealership touched or messed with anything on the vehicle. The videos and inspections we provide at no charge are all just visual aids and require no mechanical intervention. The vehicle's condition is as it was when it was towed to us, which is the same as it was on the prior visit. We recommend that you have the brakes repaired before driving the vehicle, but that is completely up to you. We will note in our system that you wish to decline any brake repairs and that you will take care of them as you originally planned to do. We will complete the *** warranty extension repairs when the parts arrive.  

  Customer Answer

  Date: 02/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. However, per this email from Ms ******* on Feb 18th she stated that the brakes were in pieces. Whenever we retrieve the car once the warranty is covered we better not find the car in that shape. 
  
  Thank you. 
  

• Initial Complaint

  Date:02/05/2025

  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 have a 2017 *** ******* that I bought in 2019 from Paramount *** in Asheville, **. In December of 2023 we received a warranty extension notice about a coolant leak that was good for up to 5 years or ******* miles (neither of which my car has reached yet). The week before Christmas of 2024 the heat went out in the car and it started overheating. The check engine light has also come on and the vehicle was shaking while driving making it not safe to drive to work or haul around my 2 kids. We couldnt get it into the dealership to be looked at until January 7th at which time they refused to give us a loaner vehicle and only chose to provide us with a discount for a rental car at Enterprise (I w had already been renting a car so this was unnecessary). It took them 3 days to finally get back to us about the diagnostic test they were running after multiple calls in the days before. They did find a leak in the radiator hoses but they are refusing to cover it under the above mentioned warranty and also charged us $240 for the diagnostic test to find other things not pertaining to the issue at hand (I.e. the windshield wipers need replaced, the car was out of windshield washer fluid, one rear brake that my husband was in the process of replacing was worn out, there is some frame damage on the front bumper). We have tried calling *** corporate headquarters and have gotten no where with them as well. All that we are asking is that the problem of the coolant leak get taken care of under warranty like it should and to at least get part of the $240 back from the diagnostic test.

  Business Response

  Date: 02/11/2025

  Our service department has contacted the customer and has scheduled the vehicle to have the problem corrected at no additional charge to the customer.  The warranty for this repair from ***************** started when the car was originally sold not when this customer purchased the car.  Using the original purchase date the additional warranty time had expired.  

• Initial Complaint

  Date:12/27/2024

  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 bought my CPO 2024 *** K5 GT with 3.5k miles on it on 30 August 2024 for about $34,500 out the door. When it arrived it had nearly 6k miles on it. The dealer apologized and sent $200 to compensate. I figured no big deal, it will still be a good car. Wrong I was.On 27 Sept 2024 my car began having a series of problems including but not limited to: sunroof opening by itself and not responding to my button presses to close it, rear cross traffic sensor beeping for no reason, windshield wipers not working, turn signals no working, battery dying and requiring a jump start after leaving the car for over a day without being driven.I called the deanship and they told me to try a new car battery which I did at a $200 personal cost. I thought that solved the problem until rain came again which reveled that the problem was not solved. I had to drive a rental car for a coupe days and miss work because I could not drive my car.I took my car to the local *** dealership in ** and they found that the windshield had been replaced and not installed correctly. This allowed water to leak into the electronics and cause lots of problems. This repair was not reported on the Carfax so they could not fix it under the **** charged a $140 diagnostic fee, and told me I had to contact the original dealer I bought it from in ***The original dealer I bought it from has been more or less ignoring my calls and telling me they are working on it for the past month. I call a few times per week but always hear the same thing "I am sorry to hear that, I will talk with my service manager and get this taken care of. Can we call you back later today". But then I never hear *********** this point I have not been able to drive my car for two months and it has been costing me significant amounts of money in lost opportunity cost, insurance premiums, repairs, and inconvenience. This car has nearly killed me many times now and I want to return it for a full refund.

  Business Response

  Date: 01/03/2025

  Paramount has reviewed the complaint, contacted the customer and has agreed to repurchase the vehicle from the customer.

   

  Customer Answer

  Date: 01/03/2025

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

• Initial Complaint

  Date:11/18/2024

  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.

  2 days after I purchased my 2024 *************. On/around August 30th, 2024. I was on a steep downgrade slope for an extended period of time. The check engine light came on and the car began to shake, so badly that we had to pull over and turn the car off. After turning the car off it reset itself, I took it to the dealership (over 60 miles away) they stated it was something wrong with the computer and just reset the light. The same issue occurred on/around October 9th, due to a flood hitting the local dealership we had to take it to a different dealership, at this time they found a crack in the spark plug and were able to fix it. On/around 10/23 the same thing happened; with the check engine light coming on the car shaking and needing to pull over and turn the car off in order to be able to drive the car again. We took it back to the dealership again for the same issue they kept the car for 9 days and stated the fuel injector was leaking and they replaced that. (At this appointment, they tried to replicate the code and were unable to get the check engine light to come on). The 4th time happened on/around 11/2, the car was then towed back to the dealership. Where they are still in possession of the car as of the writing of this complaint (11/18/24)Summary Problem- While driving down a steep grade for an extended period of time, the engine light will come on and the whole car begins to shake/sputter. Once the car is turned off the car resets itself and the check engine light goes off. Time in the shop Car purchased on 8/27/24 1stAugust 30th dealership stated it was something in the computer history that needed to be reset 2ndOctober 9th takes to another dealership found crack in spark plug replaced and had car back within 2 hours 3rd October 23rd-October 30 (8days without the car) stated it was the fuel injector 4thNovember 2nd car was towed and still at the dealership as of 11/18/24 Approximately an additional 360 miles added for this issue +500 for test drive

  Business Response

  Date: 11/26/2024

  Paramount has been in contact with the technical support department with ***************** as it is their warranty on the vehicle.  They have attempted a number of possible fixes for the vehicle which were completed by our service department.  The problem still exists and *** has scheduled a field specialist to come to the dealership on December 12th to attempt to complete the repair on the vehicle.

   

  Customer Answer

  Date: 11/26/2024

   
  I am rejecting this response because:
  At what point is my car being in the shop enough. I have been paying for a car, made 3 payments about to be the 4th and have not been able to be in/drive the car for over a month and a half. When am I going to get what I am paying for? This issue is out of my control and the solution is to put me in a rental and have me still make payments. The dealership has been made aware of this issue since 2 days after I purchased the vehicle. And now they are waiting another 2 weeks to send out a tech after theyve already had the car for a month. Why can they not accept the buy back and let me be in a vehicle I am paying for. 

  Business Response

  Date: 11/26/2024

  The warranty on the vehicle is through ***************** and not the dealership.  Any resolution for the issue must be made through ***.  We are only authorized to perform repair work on the vehicle at the direction of *** and we have been instructed to wait until the field representative from *** comes to the dealership on Dec 12th.

   

  Customer Answer

  Date: 11/28/2024

   
  I am rejecting this response because:
  
  I will keep rejecting this until my car is fixed or I am in the car I am making payments on. 

• Initial Complaint

  Date:05/06/2024

  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.

  ******* mile power train warranty not fulfilled after I was told my car needs a motor that's covered by warranty then was asked to pay $900 to make sure it's the motor that could b refunded back to me once they verify what the already told me

  Business Response

  Date: 05/06/2024

  Good afternoon,

  We have reviewed the clients concern. The warranty in question or mentioned by the client is administered and honored by JM&A on behalf of *********** not Paramount Automotive. We simply reach out to JM&A and report clients concerns and the results of diagnostics. JM&A has a policy on internal engine noises that the engine be disassembled to see the point of failure and then they send an inspector to inspect the internals as well as capture data and photos. JM&A requires that the client/policy holder to authorize the expense of this disassembly, in the event that the repairs are not covered under the provisions of their warranty, post inspection. Our policy is that we secure these payments up front, prior to disassembly. To try and assist the client, we contacted ******;A and requested to speak to a supervisor to request an inspector visit to listen to the internal engine noise, without the disassembly. JM&A declined, as they have seen some engine failures that are caused by oil starvation, that can only be determined by the disassembly process. Oil starvation failures are considered "lack of maintenance" and not covered under the policy. Additionally to try and assist the client, we reduced the disassembly charge to $490 and helped the client obtain financing for that expense. The client agreed to the charge and we will be moving forward with the disassembly and next steps with the warranty company. 

• Initial Complaint

  Date:09/25/2023

  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.

  On 9/23/23 went to business and wanted to order a ***************** without the add ons which I don't need. ************** or ************** said he'd give me a good deal because "I was local." It was a cash offer. ******* said MSRP for this area should be $39,255. The sticker on the vehicle was around $43,000+ so before any discount, it should have been less than $42,000 without the add ons. It would have taken less than 30 minutes for them to order the vehicle, yet he wrote down over $5,000 more than what was on the sticker for the base price. Plus he added $699 admin fee. Adding nearly $6,000 extra to the sticker price with no discount is insulting. Just because we are women doesn't mean we are stupid.

  Customer Answer

  Date: 09/25/2023

  I had asked for a written price from ****** to order a blue Telluride, Model S.  He was going to give us a discount for being local and for cash offer.  The price he put on the paper was over $5,000 than the sticker price on the Model S he had in the lot.  Plus, he added $699 Admin Fee to it.  Not only did he not give us any discount, he added nearly $6,000 more than the sticker price.

  Resolution:  Written apology and fair price.
  

  Business Response

  Date: 09/26/2023

  Paramount Kia of Asheville was quoting a price for a *** ********* that was in stock showing the vehicle pricing that was include our market adjustment, administrative fee and other state charges to tag and title a vehicle that all customers pay in buying a vehicle from dealership in **************.  The mention in the complaint for a cash offer would indicate the price for a vehicle currently in stock at the dealership and not an ordered unit.

  If *************************** wishes to order a vehicle from ********* *******, Paramount *** will take an order for the *** ********* S with limited add ons as stated in the complaint for the **** on the window sticker from ********* America when the ordered vehicle is received plus the administrative fee and other state charges to tag and title the vehicle.  The dealership policy on ordered vehicles that do not have the normal added equipment requires a deposit of  $1,000 that will be applied to the amount due on the vehicle purchased.  If the client decides at any time not to take or purchase the ordered vehicle at a time where the dealership cannot change or cancel the order, the client will be refunded the amount of only $500 with the balance of the $500 deposit being applied to a restocking fee for the vehicle.

  Paramount Kia of Asheville will be happy to order the vehicle for ************************ under the terms stated above.  Please have her contact our sales manager ********************* or our general manager ***************** to initiate the order.  

   

• Initial Complaint

  Date:05/12/2023

  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.

  My car was towed to this facility after breaking down. It was found to need oil in the engine and new spark plugs. The facility did not put oil in the engine (upon driving out of the parking lot and checking myself), as well as charged me over $1000 to put new spark plugs in. The next day the car broke down with cylinder misfiring and a cracked spark plug in cylinder 3. When fixing it the tech from a different dealership said that all the spark plugs were not tightened and improperly installed. I moved to ******* the next week and the car broke down once again and cylinder 4 was cracked and misfiring. The suggestion from this place after spending another $378 was replacing all the spark plugs because it was suggested they were improperly installed and would one by one break. I brought attention to the service manage (********), *** corporate with two filed complaints, and the store manager. Several calls with promised call backs that never happened ensued. The dealership tried blaming after market upgrades on the car to be the issue, however the second dealership confirmed it was not my upgrades as well as they were taken off in a timeline where it would not have been the case. All I asked for was some of my money back because I have to re-do their work, however I was denied and given horrible customer service.

  Customer Answer

  Date: 05/12/2023

  Receipts of service

  Business Response

  Date: 05/18/2023

  Paramount Kia of Asheville repaired ****************** vehicle with the understanding that the aftermarket modifications to the engine creates problems with the manufacturers design and capabilities of the engine.  The modifications create extreme conditions to the engine that the engine was not designed to handle.  The one condition that was the problem that Paramount addressed was that the modifications created a condition that overheats the limits of the spark plugs causing them to malfunction and possibly crack due to the excessive heat.  Paramount replaced the spark plugs as part of the repair we performed.  After the repair the vehicle was driven and the engine was operating properly with no misfires noted.  If the spark plugs had not been properly installed and tightened there would have been evidence in their performance immediately when the car was driven after the repair.  ************** noted that the aftermarket products had been removed from the engine but did not note when that occurred other than after the car had been driven to ******* during a move.  We do not feel that our work was done incorrectly and that the problems noted in the complaint were due to the aftermarket modifications to the engine.  

  Customer Answer

  Date: 05/18/2023

   
  I am rejecting this response because:
  This response is a lie and not accurate. After installment of spark plugs, *********** of ********, ************** and **********************, ******* noted incorrect instillation of spark plugs. This was brought to the attention of Paramount *** with names to talk to, this was ignored and I was promised a call back that I never got. My car has continually cracked every single spark plug that was installed incorrectly with no aftermarket parts that is verified by ************, ****** *******. On top of this situation, Paramount *** is ignoring the fact that no engine oil was put in the car and I had to turn around after leaving Paramount for the job to be completed after checking their work. My car is currently having all spark plugs replaced, no aftermarket parts on the vehicle, paramount made the mistake of not researching and actually listening to my complaint. If I am not refunded, I will be hiring a lawyer. 

  Business Response

  Date: 05/18/2023

  Thank you for the additional information as to the other dealerships that were involved in the process of your vehicle being repaired.  I have reviewed the repair order in our system and did not see a charge for the oil change that was mentioned in the original complaint.  I did discuss this repair and your complaint with our Service Director.  He confirmed that improper installation of the spark plugs may not have been evident with only a limited number of miles driven after the repair. In driving the vehicle from Asheville to the ******** dealer, this mileage would have allowed for the problem to occur due to the spark plugs not being properly tightened by our dealership.  

  If you *************** would provide a current address, I will have our dealership mail a check to him today for the requested amount in the original complaint.

   

  Customer Answer

  Date: 05/18/2023

   
  I am rejecting this response because:

  The car was taken to paramount **** and was very low on oil, 4 days following an oil change from a different **** The point of bringing this up, was that after being at your facility for 2 weeks and having combustion testing done that suspiciously was taken off my bill, no oil was placed in the car, therefore if I had not checked paramount Kias work on my car, I would not have had oil in my engine. I am pointing out the lack of competence in the facilitys ability to work on cars. My main complaint is that it broke down a day later with a cracked spark plug in cylinder 3, I was informed that the spark plug was put on incorrectly. My car has broken down twice, since with the same issue and now its in the shop for the 4th time, having all of the spark plugs replaced. This has nothing to do with aftermarket parts and you can reach out to ********* Kia ******* to verify what I am saying. 
  

  Address: 

  *********************************,

  Arlington, IN 46104

  Amount spent at your facility: $1,075.59

  
  

• Initial Complaint

  Date:02/17/2023

  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 ordered a vehicle several months ago. We agreed on a price including my trade. I left a deposit. When the vehicle arrived they wanted $6400.00 more than the agreed on price. They said the value of my trade had gone down. When we made the original deal which was approved by a manager who evaluated my trade we were told that it would take months for the vehicle to arrive. I explained that my trade would obviously have more miles and I was told the price we agreed on would be honored. I think that they just realized that by getting out of the deal they made with me would allow them to make more money. Very unethical and deceitful.

  Business Response

  Date: 02/20/2023

  The general manager for Paramount, *****************, is in contact with *******************  We have received a review from ****************** and we are responding to that review this afternoon.  We understand the statements made by ****************** and the misunderstanding that has ensued by our statement that it would be fine if the vehicle that he wished to trade in was driven until the ordered vehicle was produced and delivered to the dealership.  That statement is very true as we realize that our customers will need to continue to use their present vehicle until their new vehicle arrives.  The value of the vehicle being traded at the time the ordered vehicle is produced and delivered to the dealership cannot be estimated or guaranteed at the time the of the order.  The market for that vehicle changes continually, the vehicle might be involved in an accident, and there are many other factors that could make the value of the trade vary thousands of dollars.  Especially in today's economy and market, we have experienced very widespread changes in the prices of new and used vehicles.  Our dealership has not guaranteed or agreed to a value to be used for the trade in when a vehicle is being ordered from the factory, the price of the ordered vehicle we can agree upon but not the value of a trade in. We apologize for the misunderstanding of our statements to the ****************** and offered to sell the ordered unit for the agreed selling price of the vehicle being purchased with no trade in of his vehicle.   ****************** has turned down our offer to sell him the ordered unit without the trade in and Paramount has refunded the deposit paid to Paramount to order the vehicle.  

   

• Initial Complaint

  Date:02/13/2023

  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.

  My husband asked me not to go to Paramount *** for a vibration from the front end of my car because he said that the new tires were placed on the rear and unevenly worn tires from the rear were then moved to the front, causing the vibration. He said that the vibration made the worn struts knock more when I hit smaller bumps in the road, to wait.. I didn't listen and trusted Paramount ***. Three bent wheels were supposedly repaired. A shim was placed behind a wheel. A new tire was placed on the left front (uneven wear). My husband told me that the uneven wear would work itself out as I drove. It was $1000 that *** charged. When I drove the car home, it was doing exactly what it was before. When I called Paramount ***, they told me that I needed new struts for $1000. I understand that when you say that you fix a bent wheel, that there is now no bend, so no way to prove that work was or was done or not done, because there is no bend. Then the shim, no way to prove I did not need it. What I do know is that the work made absolutely no difference and that I feel ridiculous for trusting the dealership. So, what my husband knew within minutes of being asked is what it took a dealership full of experienced professionals $1000 and 2 days to sort out. My husband works on computers for a living and not cars. We have two children and needed the money. The dealership charged $1000 to fix a problem they claim was there and then wanted $1000 more to actually fix the issue that I reported when I came in. When I think of a refund to settle this, I imagine another woman going in and having the same thing happen just because I was thinking of myself, got a settlement and removed the comment, and for that reason, I do not want money. What I want is for what happened to stay right here online so others can read it. I explained to *** that the problem was not fixed and they said that what they did fix, though not what I asked for, was more important / justified. Steer clear of them!

  Business Response

  Date: 02/20/2023

  Paramount ********************** was asked by ***************** inspect and correct a noise on her 2011 ******************** inspection it was noted that three of the wheels were bent and one tire needed to be replaced.  These items were safety related repairs and the noise coming from the tire and wheels was very noticeable.  Paramount had the three wheels repaired, replaced the tire, and performed additional minor repairs to the vehicle and returned the vehicle to ***************** with the noise greatly reduced.  Upon driving the vehicle, ***************** has complained that the noise issue had not been resolved.  Upon further inspection, Paramount discovered that the front struts on the vehicle were making an additional noise that was not heard above the noise from the wheels and bad tire.  The recommended repair is not unusual for the vehicle age and mileage.  We have offered to the customer that we would not charge for the labor to replace the struts and discount the parts for the repair 10% and her total would be less than $550 and not the amount shown on the attachment of $1000.  Paramount apologizes for not completely repairing the vehicle initially but the repairs to the struts were needed when the car was originally brought to the dealership and our offer to make the repair to the struts is fair solution given the circumstances.

   

  Customer Answer

  Date: 02/22/2023

   
  I am rejecting this response because the $1000 did not fix the issue. An additional $1000 was the quote to do the job that we agreed upon. I was not quoted $1000 to work toward elimination of a knocking noise from the front end. What I expected is what I see done with most of your complaints. You over charge, and then over quote, only to explain that the first $1000 was taken on compassionate grounds, though it did not fix the issue, and out of sorrow that I feel that way, you will discount the $1000 to fix the original issue. If I were only experienced enough to know that worn struts are common in cars with this kind of mileage? They it would seem that a team of professionals might have know that as well. Can you imagine what this would look like? Mrs. **************************** we can make that knocking noise go away for $2000, what do you think? Yes, it's a **** I can drive it home. Like I said in my original complaint, seeing this coming and knowing that I would be faced with somewhere between $1500 and $2000 to actually do the job and not suffer loss, I decided that money was not the object. Service is not the object. You got $1000 and it has an issue that is more serious than the two used tires which were moved to the front when the new rear tires were installed. They were able to pass inspection, but needed to wear in order to not cause a vibration. I authorized the work and I regret it.
  
  

  Business Response

  Date: 02/23/2023

  In response to the rejection of our first response, Paramount continues in our suggested solution for this situation.  The complaint from the customer was a noise in the front end of the vehicle.  The noise was a result of many factors on the vehicle.  The bent wheels, the bad tire and the bad struts.  The most noticeable noise was from the bad tire and bent wheels which were both safety items that would have had to be replaced in order to pass any safety inspection performed on the vehicle.  If the struts had been replaced first, the noise would have been decreased but there would still have been the noise from the tire and wheels and they would have had to be replaced.  The order of the repair is reversed in that the wheel repair and tire replacement were done first, reducing the noise considerably to the point where the strut noise could now be heard and diagnosed and subsequently our estimate was given to the owner for that further repair.  The normal charge for the repair of the struts on this vehicle is over $1200.  We have offered to absorb the costs of the repair with the exception of the charge for the parts involved less a 10% discount on the parts.  The estimate we offered in the first response is still our offer and that is an estimate of $550 to repair the struts. Given a complete diagnosis of all that was needed may have resulted in the owner choosing not to repair the car but in order to safely drive the car all three repairs were necessary. So to absorb the total cost of the third repair is not something we are prepared to do as we see that our offer of $550 is more than fair compensation for not giving the owner the total amount due to repair all of the issues causing the noise in the front end.