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:02/07/2025

  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 got a dodge Dakota from benchmark auto sales in October of 2024, the truck was running great for a couple of days and then I called them and told them it was shifting right and that the check engine light was on. I paid a 1500 down payment to them. I brought the truck back to them they told me to change the gas cap I did but that did not work. I then called them back again and brought it back to them, they told me that they did not have time to fix it because it was the holidays. So I drove it back home it proceeded to get worse they came and got it with a tow truck and kept it for almost two months and I was still expected to make payments and did not have a vehicle to drive. I got it back and then it messed up again this time they it was the radiator and that I had to pay out of pocket 900 dollars. I paid them 400 they then put the radiator in and then they called me and told me that it was the transmission again, and that they are not paying for it because I have gone over my miles. So now I am without a vehicle and they still want me to make payments, they sold me a lemon from the get go and they will not trade it out for anything else either. Please help me I do not have money to keep wasting. I just need a vehicle that is reliable.

  Business Response

  Date: 02/08/2025

  This entire series of events sounds like a bit of a mess.  Customer took delivery of vehicle 10/18/24 and called in a few days later stating a CEL came on and vehicle was not shifting into gear just as he stated in his complaint.  Customer refused to have the vehicle diagnosed and fixed by our shop and instead took it to a shop of his choice.  We paid for $900 in repairs on 10/31/24 at the shop of his choice.  The shop he took it to for repairs did not repair it correctly or fully, which is beyond our control.  On 12/10/24 customer advised vehicle was running fine.  We deferred payment and agreed on a go forward plan, but customer did not do what was agreed.  12/18/24 customer said the vehicle was in the shop and he wasn't making payment.  When pressed about his claim, he said it was not in the shop but would not tell us where it was located or make payment for it.  Finally, he made a payment on 12/19/24.  Now the vehicle is back in our shop and diagnosed needing a transmission cooler that is built into the radiator.  Heating and cooling related issues are not covered by our warranty.  Additionally, we have no way of knowing what exactly the shop did that he took the vehicle to in the first place, and we already paid a $900 invoice to another shop at this customer's request.  The part that needs to be replaced is not covered by our warranty, and this customer is advised to address his concerns and continuing issue with the shop he chose to use instead of us initially.  

  In the event that proves to be a dead end for our customer, we will agree to fix the issue at our shop.  However, the customer must pay the first $900 of the repair since he refused to allow us to fix it and insisted on taking it to a shop of his choice in the first place.  This offer will be recorded in our system's notes, and the customer should let us know how to proceed.  

  Customer Answer

  Date: 02/08/2025

   
  I am rejecting this response because: 

  Benchmark told me to take it to a certified mechanic because they were all booked up for appointments and I did not want to ruin the truck by driving it so they told me to take it to the shop. They agreed with ***** Automotive and told him to fix the code that was coming up on the code reader. There were several readings that all pertained to the transmission problem. Benchmark knew about these codes because they put the reader on it first because I brought it to them first to get it looked at but they told me they did not have time to fix it this is why I was told to take it to the nearest certified shop. All this time they are blaming everything on me and not taking any responsibility for their actions. I repeatedly asked for another vehicle while mine was being fixed or to just trade that vehicle for something that was not a lemon. I just need my truck to be fixed, the right way. I already paid 400 for the tow fee. I am still waiting on the receipt to be sent to me for that which I have called them five times about already and they tell me that they sent it. The last time I called they told me that I could just get it when I come to pick up my truck. They have had the truck for at least three weeks now, maybe longer, it has been so long I can't remember. It took them two weeks before they even looked at it to tell me that it was a radiator problem. If they cannot fix that correctly I need another vehicle. 

  Business Response

  Date: 02/09/2025

  Well, it sounds like there are two different stories here.  The following is what I'll agree to do: 

  1)  If this customer's story is 100% (not 90%, not 99%) true as he has previously stated it here, I will give him his down payment back and cancel the deal.  He is then free to use that refund to get into another vehicle through us or use it to shop elsewhere. 

  2)  If the story he has provided is not 100% true, I will still honor our original offer of fixing the vehicle in our shop with him being responsible for the first $900 of the cost to do so.  We have multiple notes in our system stating he refused to wait on our shop to fix the problem, as he wanted it fixed on demand and was simply not possible.  The radiator fix is not a warranty item, so this will be done as a goodwill gesture only.  However, we will still only cover a maximum of $3,000 towards cumulative repairs.  

  He is welcome to update his story in reply to this response, but he only has that one chance.  If he updates his story in response to this offer, and it turns out his updated version is 100% true, I will still give his down payment back.  However, he is not allowed to get another vehicle from us.  If there are any updates to his story, he most point out what was not true in his original two statements.  Also, if his updated story is not 100% true, I will not offer the goodwill gesture or return the original down payment, and he will be responsible for the repairs on his own.  

  This is our final offer.  

  Customer Answer

  Date: 03/11/2025

   
  I am rejecting this response because:
  in October of 2024 I leased a car from Benchmark Auto sales in Asheville. I have already wrote to you concerning this issue. They agreed to give me back my 1500 deposit or make me pay 900 and fix my truck. I went there and asked for my money back with the letter that they wrote back to the BBB and they have refused to do anything for me, and they act as if they do not know anything about it. I have attached a copy of what Benchmark wrote to me. I have also requested a receipt for my tow fees that added up to more than 400 dollars so I can put in for a refund through my insurance company they will not send that either.   
  

  Business Response

  Date: 03/11/2025

  This customer customer was overloading the vehicle through towing, was over on mileage, etc.  We responded with very specific instructions for how we would proceed with a goodwill gesture or refund, which the customer did not meet.  Therefore, we have processed the account as a turn in and have closed it permanently.

  Customer Answer

  Date: 03/11/2025

   
  I am rejecting this response because:
  They are lying I never towed anything with that vehicle and I mean nothing. I went there to get my refund for my deposit and they acted as if they did not know anything. Now they are saying that I did not comply to get my refund back. This is a very unfair and unprofessional company. I would just like to have my 1500 refund back. I have lost a lot of money over this truck

• Initial Complaint

  Date:12/03/2024

  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 am a current customer with **********************, have been since May 2024. I thought this was a good company because they work with people with special financial situations. However they are not very understanding at all. I got a new job and dont get any paystubs for 2 weeks. I asked if I can just have my paydate moved and was denied. I cannot make my car payment until my first check and when I explained that, the customer service agent basically told me SOL and I need to make the payment by 4 as of yesterday. Now reading through this company's responses to others they swear up and down they help with payment arrangements....When? I wasnt even giving a day. I didnt get off work until 5:30 so there was no way for me to even attempt to try to pay. Why didnt I get an arrangement? This is the only time Ive ever been this late as well. Ive attached a screenshot of my account just incase they try to say "im not a customer" as well..

  Business Response

  Date: 12/04/2024

  Good morning, I'm perplexed because we have in our notes that we have already granted an extension on this customer's account. If this in not the case, please just give us a call and discuss it with an account manager.  There is no need to go through the formality of submitting anything through the medium here.  The BBB doesn't do anything, has no authority, etc. - the only thing the organization can do is lower a business' rating, which is entirely subjective, predominately determined by businesses paying them to be a member each year and entirely unethical because of it...

  That being said, it is worth mentioning we serve thousands of customers every week.  Our protocol is not arbitrary and is carefully crafted to facilitate the best relationship possible with each customer, while maintaining consistency and treating everyone the same and fairly.  We do not allow extensions on accounts that are already past due without any partial payment towards the delinquent balance.  This customer's account was in default at the time she first requested an extension, she wasn't willing to pay anything towards the delinquent balance, and she wasn't willing to produce the proof of pay change that is also required for a deferment.  Therefore her request was denied per standard operating protocols.  

  Not being granted an extension isn't personal, rather we are simply operating within the rules we have to operate within for everyone.  Again, it is my understanding this matter has already been resolved, but if that is not the case, please give us a call - you will need what was mentioned above to get an extension or deferment no matter what though.  Thank you in advance and we appreciate your understanding.  

• Initial Complaint

  Date:11/15/2024

  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.

  We just went through a natural disaster. I tried having my payment date changed from the 11th to the 24th. ***** the collection manager was extremely rude and refused to help me. He did give me a 4 day ***** period and gave me until the 15th to make my payment. They gave me until 530 to make the payment but they shut my car off before 530. I was finally able to make the payment around 6pm but my car was already shut off. Who knows how long I have to wait to have it turned back on. People here in *** have lost their homes, jobs and even their lives and ***** couldn't even help me push my payment date.

  Business Response

  Date: 11/16/2024

  We have literally helped hundreds of customers with payment arrangements, replaced over 25 totaled vehicles without requiring additional money, etc., etc. in the wake of Hurricane ****** - this customer's issue is not something that is novel or something we haven't been readily happy to accommodate again and again post catastrophe.  

  However, we have a protocol for doing so that requires more than a customer just calling in and cussing at us and us subsequently obliging, requires more than threats of "contacting my lawyer" after we inform what is needed, and requires more than a negative ****** review.  We actually have a policy stating that customers trying to manipulate us via negativity over social media or reviews get zero goodwill gestures, which is exactly what this customer has done.

  This customer is encouraged to discontinue her sense of entitlement and playing the victim, and she is instead advised to simply submit the proof of pay change or interruption in pay that is necessary for us to be able to make a change to her pay schedule - just like every other customer. 

   It's incredibly simple to do so and hasn't been an issue for 100's of other customers asking for the same...  

  Customer Answer

  Date: 11/16/2024

   
  I am rejecting this response because:
  I was never offered to submit proof of income changes. That is an absolute lie because I definitely would have done so. I did not even get angry until ***** became extremely rude and absolutely REFUSED to help me. Please get your facts straight and don't believe whatever your employee says. 

  Business Response

  Date: 11/16/2024

  It is my understanding our CEO reached out to this customer and spoke with her about this already earlier today.  She is welcome to speak with our CEO again, if desired, and we will be sure to follow up with *****, again, to address this appropriately.  

  Customer Answer

  Date: 11/17/2024

   
  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:10/16/2024

  Type:Order 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.

  2nd time being late on car payment This time was during a natural declared disaster and state of emergency ***** was in ** and unable to come to ** for Two weeks because of I26 and the mud slides. As soon as she came back to check on her family that was flooded, her car was taken. She notified them of the disaster and of the fact her debit card had been compromised at the same time, yet she was still towed and not allowed to make a payment today and to drive back to school and to better herself. Shameful, and absolutely disgusting their behavior. Yes this was the 2nd time but I feel like a hurricane can cause a time for pause and I would like to see some leniency for survivors of the recent tragedy.

  Business Response

  Date: 10/17/2024

  We do not have a customer by the name ****** ******* or ***** in our system.  If this is a 3rd party filing a complaint on behalf of another customer, we are not able to discuss specific accounts with anyone but the actual customer on the account. 

• Initial Complaint

  Date:10/16/2024

  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.

  For a local business they really dont care about locals. People died and lost their homes and jobs during the hurricane and they have no empathy towards anyone. They are loan sharks and will sell you an overpriced vehicle that will break down on you and gaslight you into thinking its okay. Everyone that works here is incredibly rude and smells bad.

  Business Response

  Date: 10/16/2024

  No response justified. 

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/16/2024 I went to Benchmark Auto Sales to let them know that my check engine light was on and I wanted an estimate of the repair. Before I went to Benchmark I had went to an Auto-zone so they could give me a code reading as to know what was wrong with the vehicle. The code I received was then showed to Benchmark (P0302 cylinder2 misfire detected). Benchmark worked on the car for over an hour, when I went to collect the car and checked the receipt they had in the recommendations P0089 Fuel Pressure regulator performance Estimate high pressure fuel pump. The total estimated cost for what they did was $631.99. While driving the vehicle it had a slow start up and smelled like gas. When I got home I turned the vehicle off when I tried to turn it on it wouldnt start. Because it was the weekend and the business place wouldve already been closed by that time I had to miss work 8.17.2024-8.19.2024. I called them on 8.19.2024 to let them know what the issue was and they sent a towing truck to get the vehicle. After an hour I called multiple times to get an update on the vehicle and no one picked up. My wife then used her phone to call them and they picked up and said they had just got my vehicle and was looking at it. Ive been having issues with my car within the first year that I purchased it in 2021. I have had to miss work for days and weeks at a time my children has also had to miss school as a result of the issues that Ive been having with my vehicle. I have paid thousands of dollars to get my car fixed and have had to deal with my car being broken down days after them claiming to fix the issues.

  Business Response

  Date: 08/28/2024

  We towed the vehicle to our service center on 8/19 the date of the complaint and resolved the concern related to the operation of the vehicle. We covered the cost of the tow and the repair. The customer picked up the vehicle and was satisfied with the repair. There were no charges to the customer and the vehicle was repaired within an hour of the intake of the vehicle. We have also reached out to the customer to confirm their satisfaction, and the customer seems satisfied with the outcome of the vehicle repairs. The vehicle is fully operational and there are not open issues with the vehicle. 

  Customer Answer

  Date: 08/29/2024

   
  I am rejecting this response because:
  1. I was charged a total for an issue that they claimed was wrong with the vehicle. When I got the vehicle back on 8/16 after bringing it to Benchmark, within an hour of taking the car from the lot the car stopped working. I reached out to benchmark via email 8/16 but didnt get a response. That resulted to me being out of work all weekend. I then reached out to Benchmark 08/19 to let them know that the vehicle was not starting ever since I picked it up. They did send a tow truck and they did fix the issue that I believe they caused in the first place. When I went to pick the car up I did not get the opportunity to speak with anyone that worked on the vehicle. I did not receive a call to get any information to what was done to the vehicle so for the business to say if I was satisfied is a misrepresentation because I dont know what was done to the vehicle. 
  2. The reason for this complaint is not solely based on the issues that I had on 8/16 Ive been dealing with these issues ever since I bought this vehicle. I have had multiple occasions where *** drop my car off for it to be worked on and have paid hundreds of dollars and have gotten the car and had issues with the car days after them claiming to have fixed it. I was never compensated for any of those. In fact on 8/19  I called benchmark about my car multiple times and they did not pick up. Seconds after hanging up my phone because they didnt answer I used my wifes phone to call them and they picked up. Im assuming they didnt want to pick up because it was my phone number. That was very unprofessional and unacceptable. I have had to miss work and my kids have had to miss school on multiple occasions because of car issues that they have caused.

  Business Response

  Date: 08/30/2024

  We're not inclined to further indulge this customer's false accusations and moving goal posts.  We addressed the original complaint, communicated with the customer multiple times and fixed an additional issue at no charge.  Now the customer is coming back with additional complaints and false accusations.  We will not be manipulated by customers in this manner.  This matter is closed.

• Initial Complaint

  Date:05/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a 2006 Buick Lucerne back in March .It's been 2 months. Check engine light is on.Catalyst converter system is shot and all 4 tires are dry rotted. They will not fix the vehicle nor help me find a resolution. All of my payment are made on time and they have no sense of urgency. All of their vehicles are polished until you drive off the lot it's starts to break down. RUN FAR AWAY $2000 in repairs thus far and its still not fixed. They will hound you down for your car payment though if you're 2 hours late. ****** in the service department is ********. Horrible attitude and customer service. I can tell you now before she does.. she doesn't know and you just have to call back. They are now telling me it's my responsibility to fix 02 sensors that were already broken which is why the catalyst system keeps failing and the check engine light continues to come on. I don't want the car anymore, they can have it back or they can take this car back and give me a reliable car as promised from dealer in the beginning instead of a response from their warranty department stating Good morning,I am contacting you in order to let you know that as we explained back in April, 02 sensors are not a warranty covered item. They are electrical components and as explained in the warranty agreement, the customer's responsibility. Apologies for any inconvenience this may cause, but we have to stay with the warranty guidelines put in place by the company. I contacted the ** in regards to your request and she confirmed it is not covered.Thank you,************************* sense does this make?? It hasnt even been 6 months and Ive had THREE oil changes. The car is a lemon and Im DEFINITELY getting my lawyer involved. ************** all 3 locations are SCAMS. I called to find a resolution and offered to meet them halfway and that is the email I received

  Business Response

  Date: 05/21/2024

  This customer has left complaints everywhere he can find to leave complaints.  We replaced the catalytic converter and spark plugs for him at zero cost to the customer.  It cost us $1,774.98 to do so on 3/12/24.  He called back at a later date and said his oxygen sensors had thrown a code.  We asked him to take it back to ******* where we had the cat and spark plug work completed because there is a 12 month, ****** mile warranty on their work.  To date, he has been unwilling to do so, despite ******* asking him to drop it off multiple times now.  I'm not sure how we can better help a customer unwilling to allow himself to be helped.  We also have a strict policy when customers try to slander us online in order to get us to do something outside the warranty, such as this (especially when we have already gone above and beyond to help with the catalytic converter and sparks plugs to the tune of nearly $2,000), we will no longer do anything further with goodwill.  His complaint is outside our warranty coverage.  Therefore, he is welcome to take it back to ******* as we have advised multiple times, he is welcome to turn it back in as he suggested, or he is welcome to fix the non-warranty issue at his expense.  However, we have provided all the solutions available and have no other options.  

  Customer Answer

  Date: 05/21/2024

  Yes, you guys did advise me to take the car back to *******, which I have twice and all ******* has done was turned my check engine light off instead of fixing the problem .I called you guys to inform you that I dont think theyre fixing the problem. The Cadillac converter and O2 sensors , spark plugs and everything else named were all the reasons as to why the check engine light is on and thats how the car was bought. the vehicle is not an as is purchase and its under warranty , which I have not went over anything yet thus far. I will be bringing the vehicle back to ******* because I bought the vehicle like this. everything thats wrong with the vehicle as of right now is your responsibility, not mine when I spoke to **** at the ******* location he stated that this vehicle has no issues and promised that this was a reliable vehicle. That is not the case and has not been the case since day one. I have not refused any help from anyone and have receipts that I can show both parties and all parties to where Ive called ,emailed, left messages and got the runaround several times. I have all my documents. Please request as needed if needed. I also had to replace two out of four of the dry rotted tires that I bought that came with the vehicle. As far as not wanting to be helped, Im not sure where that is coming from because if you look on your notes, you can see where Ive reached out to you all several times to find a solution so we did not have to come here on this website and I could stop complaining all over the place, Like I told you earlier on the phone, I make enough and too much money to have these issues and if this problem is not fixed once my vehicle is brought to Meineke in the morning. I will be leaving this vehicle where its parked at my residence and you can find a way to come get it as I pull off with my brand new vehicle that I can afford. Thanks a lot. :)
  

  Business Response

  Date: 05/21/2024

  We have been told by ****** with ******* you continually refuse to leave the vehicle with them for inspection - and, according to them, they have been requesting this now for 1.5 months.  You do not have a bumper-to-bumper warranty on this vehicle.  Instead, you have a limited powertrain warranty, which does not cover O2 sensors, catalytic converters or spark plugs.  We replaced the catalytic converter and spark plugs as a goodwill gesture at a cost to us of nearly $1,800.  You were charged nothing for this service.  It is our understanding you have been in touch with LV at Benchmark and have finally agreed to leave the vehicle with ******* for inspection, but you are still coming here to leave a complaint?  This vehicle passed a multi-point inspection and a NCSI before being delivered.  The check engine light was not an issue at delivery as you continue to suggest; however, we fixed it for you as a goodwill gesture anyway.  At some point, routine maintenance is your responsibility.  We have gone above and beyond to help with the original issue and cannot continue to be responsible for issues outside the limited powertrain warranty included with the vehicle.  The options presented previously are the only options available.

  Customer Answer

  Date: 05/21/2024

   
  I am rejecting this response because:
  Im responding to a false statement youre making. For example stating that ******* has tried to reach me for the past month and a half when I spoke with them the week of April 24 to fix the problem and they stated and I would have to leave the car all day however that was the day I was going out of town so I told him when I got back I could bring it back. I never not once refused and that was the very first time they contacted me to get my vehicle. I told you all over the phone that I was willing to go halfway to meet you all to fix this problem, but dont come up on this website and lie on my name. The only person that actually has tried to genuinely help is LV and today was my first time meeting him. What you all did for a goodwill was what you should have done from the jump because Ive been trying to get this fixed since week 2 of me having the vehicle so youre not doing me a favor. Your doing your job. What I said still applies to the aftermath of the situation.

• Initial Complaint

  Date:05/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted the business on Wednesday May 1st letting them know I was going to be late on the payment. When I went in on Friday to make the payments, the phone system could no longer find my account. They had secured the vehicle without contacting me. I tried to go in on Saturday and Sunday as well to make the payments but they are not open on weekends, but their phone payment system is and I had the same issue of not being able to find my account. I contacted the business again on Monday to resolve the payment issue, but when I talked to the rep, they said my vehicle was taken for non-payment. I asked the rep for the owners email to see if I could talk to the owner to resolve the issue and the email I received was either fake or blocked. Not only that, but they expect me to get there in 5 days to get my personal belongings out of the car. I have no family in the area and no other transportation to get there to get my belongings. I suggested alternative ways that would be helpful for me to get there and return the keys and get my belongings but the rep in the phone denied my suggestions. Its weird how they want me to return the keys but wont make an effort to help me get there. What they will do with the personal belongings after the five days is up I have no idea.

  Business Response

  Date: 05/07/2024

  Good evening, this vehicle was taken back for non-payment and because it was being driven commercially for Uber - both of which caused the account to be in default.  The customer was given contact information to connect with superior manager but did not address it correctly according to the attachment provided by the customer, which is why it was kicked back.  Customer is over mileage limits by ****** miles.  Unfortunately, we are out of ways to further assist this customer because of commercial use and failure to make payment on the vehicle.

  Customer Answer

  Date: 05/07/2024

   
  I am rejecting this response because:
    I tried various spellings of the superior managers email and all of them got kicked back. I tried to make payment but their system wouldnt allow me to. The policy of disabling a vehicle for non-payment should also be illegal. That in and of itself caused me a lot of emotional distress. I even offered to resolve the issue by making both payments that were past due but management declined my offer. I have no idea where management got the idea that the vehicle was driven for commercial purposes or Uber. They made no effort to connect with me or to resolve this issue before the car was taken back. They claim they cant do anything, but they dont even provide the least amount of common courtesy or respect to peoples situation. We can be somewhere and end up not being going able to go anywhere inside of a hot car because its disabled. And serious 5 days to retrieve personal effects after vehicle is taken back, thats just ridiculous and unprofessional.

  Business Response

  Date: 05/08/2024

  The lessee of this vehicle informed us the vehicle was being driven for Uber.  The vehicle was driven 5.5,6.7.4 miles in 2.1 months, which is 2.4,1.7.4 miles more than allowed per our contract.  As of receipt of this complaint, the customer has already retrieved their belongings out of the vehicle.  ***************** is not an uncommon name that is difficult to spell.  Person filing this complaint spelled it S.t.e.p.a.h.i.n.e.s mistakenly and therefore did not connect.  We also made multiple attempts to work with this customer on payments.  Depreciating the vehicle while not paying for it is not an option and using our vehicles for-hire/commercially is not an option.  There is nothing more to discuss. 

• Initial Complaint

  Date:02/02/2024

  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.

  Terrible experience please read people I Put **** down on a *********** Cruze hatchback. The car broke down three times. Each trip to the Benchmark mechanics they stated the car was fixed.The car was not fixed at all. I've called many times to get a corporate number and cant get ahold of anyone in charge. I dont know were my car is or if they sold it and took my money. This is a huge issue I just canceled insurance on the car as of today. Something will be done about this even if its just us spreading the word or possible lawyer advice.We seen many great reviews from this place thats why we came to benchmark for a car. People please steer away from this business.

  Business Response

  Date: 02/02/2024

  Customer leased a vehicle from us 10/23/23.  On 10/26 she called and said there was a shudder in the vehicle.  We diagnosed it with intermittent failing spark plugs and replaced them at no cost to customer.  She then called back on 11/2 and said the vehicle had broken down three times, that all the warning lights were illuminated on the dash and that it wasn't able to be driven.  We immediately towed it to our shop for further diagnosis.  Our lead tech found no lights on the dash, no stored codes in the computer, no issues with driving it, nothing wrong.  He personally put over 50 miles on it over a couple of days trying to get something to present itself and never could.  He started it and drove it on the coldest mornings possible, on the interstate, in stop and go environment, etc and found nothing.  We then had a second tech, our lead diagnostic tech, put roughly another 50 miles on it and he also could not find anything wrong with it - no shuddering, no driving issues whatsoever.  We reached out to the customer multiple times but her phone does not accept voicemails and instead says leave a mailbox number and they will call back - we did this multiple times and could never reach the customer.  The customer finally called in on the 11th wanting to connect with our GM, who was out of the office when she called, and the account manager offered the GM's email address.  Customer would not take it.  GM called back but was sent to voicemail where it asks for mailbox number again.  Customer finally connects with GM on 14th and says she doesn't want the vehicle.  This all happened back in November and we didn't hear from her again until now (February).  Customer never made a single payment on the vehicle and said she didn't want it so we processed it as a voluntary turn in when it hit 90 days past due.  The vehicle has already been leased to another customer without issue.  We're not sure what to do here because the had no issues and has been released without issue.

• Initial Complaint

  Date:01/31/2024

  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 have bought this 2012 dodge grand caravan from benchmark but within a month of getting this car I had to take it to the shop and then they fixed the issues. However we are back because they capped my oil til no other places could give me an oil change because they were saying it was locked I had to bring it back to the last person who did my oil change. Before I can get it to them every light came on in my car so I called and informed them they asked me to bring it to the shop. However after it gets in the shop they start giving me the run round about why they cant fix and then giving me times and day when I can pick it up and then Ill call the shop to check on my vehicle they state they told them again not to fix it. So. Ow they claiming Im over my warranty with monthly mileage but as you seen in my contract I dont have a monthly mileage limit but a yearly one. They refuse to fix my van and honor our contract so now I want to return it and get my deposit and things back! Or they can repair it

  Business Response

  Date: 01/31/2024

  Document **** uploaded by customer clearly states, "Oil and filter changes must be performed a minimum of every ***** miles.  Failure to do so voids the warranty."  This customer could not produce an oil change receipt and therefore voided the warranty.  The document goes on to say, "Warranty coverage is voided if a pace in excess of ****** miles per year is exceeded at any time."  ****** miles per year pace equates to ***** miles per month.  This customer is well in excess of our warranty coverage limits on mileage.  Despite these facts and the warranty being voided because of them, we still offered to split the cost of the repair with the customer.  She declined.  This is our best offer, as the warranty was voided for failure to perform oil and filter changes and excessive mileage.  

  Customer Answer

  Date: 02/01/2024

   
  I am rejecting this response because:
  Everywhere I have took this can to get an oil change from sent me back to them because it was locked which I informed ******* and let him know the day of which is why he told me to bring it to the shop! I have not been over ***** miles is void out the warrenty. This car has been breaking day since the first 30 days of receiving the van. At this point they are looking for ways to try to void out my warrenty cause they have no real evidence.

  Business Response

  Date: 02/01/2024

  It is not a matter of wanting to fix the vehicle or not because we will be fixing it no matter what our customer decides.  Of course, we would prefer the customer stay in the vehicle, but it is our standard operating procedure to adhere to the terms of the warranty as it is stated.  We have offered a goodwill gesture to this customer to split the bill, despite the warranty being voided, and feel this is going above and beyond to try to help considering the facts.  We are disappointed to hear the customer has rejected our offer of goodwill but wish her nothing but the best going forward.