ComplaintsforHelms Bros., Inc.

• Initial Complaint

  05/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was originally going to purchase a vehicle from this dealership and changed my mind after I was misquoted on the price of the vehicle. I am still waiting on having my deposit refunded from this dealership. I have complained to them several times, including the manager, and I still have not received my deposit back. I don't think they intend to give it back, can you help?

  Business response

  05/12/2023

  We take great pride in providing transparent pricing always.  Whenever we quote the price of a car it does not include tax.  When a deal is arrived at the numbers are reviewed where we show the sales tax to be collected and that it what is documented.  Once the sales agreement is documented the client reviews and signs the sales order.  I do see that this did occur.  The finance manager will always review the terms as well.  We apologize for any confusion.  The clients refund has been returned.

  Thank you for the opportunity to respond.

   

  Sincerely,

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

  General Manager

   

• Initial Complaint

  04/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I dropped the car off for service. When I picked up the vehicle, I noticed that the night vision feature was not working.When I notified the dealership, I was told that I had left the property and that they were not responsible for any damages. The diagnostics results show that the night vision feature was working when I dropped off the car prior to service. I believe that I am being taken advantaged of.

  Business response

  05/08/2023

  This client brought the vehicle in to the service facility for a maintenance service and the vehicle shaking. . He was informed he also needed engine and transmission which he chose to do.    Client picked up the car on January 6th. Client called a few days later ( having driven 456 miles) and said the night vision was not operating.  We explained that is a camera that sits in the bumper and that we would have no reason to be near it as nothing we worked on included any bumper work.  Asked him to bring the car in which he did.  We identified that a rock chip in the camera caused the problem.  The unit would need to be misplaced. Client felt that since we had the car for a period of time we should cover the repair.  We offered to do it at cost on the part and no labor but he was not satisfied.  As we would not have used the night vision we would not have tested this part while it was here.  We felt our offer was fair.  I apologize if the client does not agree but the circumstances of almost 500 miles before reaching out to ** leads ** to think the rock hit the camera while he was driving it.  I know these type of repairs are frustrating but we clearly did nothing wrong.

   

  Client is welcome to call me to review at any time !  ************  Ext ****

   

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

  General Manager

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was over Helms ***************** for service B on my vehicle, and also a replacement for one of my tires which I have insurance for. My service advisor was ****** who is a great service advisor. He was very helpful and noticed that my tire need a replacement due to an inspection they performed on my vehicle and he also stated that I have the insurance for but they didnt have the tire at the time so he will have to order it for me. once the tire came in, he send me a notification for me to come in and get that tire replaced. I revisited it, Helms ************************* that same week on Saturday November 19, 2022 and was helped by a service advisor named ****. I stated to **** that ****** put everything in the system as to what happened on Friday, November 11th 2022 and that my new tire is at the dealership and just need a replacement at the time. My car was ready for pick up. I was told by the receptionist that I will need to pay for my tire in order to get my car back. I told them my tire had insurance and that I have dropped off my car to the dealership in the past to get a replaced and I didnt have to pay for anything since I have the insurance. The receptionist called the service advisor to the front desk, and ************ was not very helpful and instead was arguing with me and telling me that I will have to pay for the new tire because he cant help me out. He stated my options were to pay for the tire at full price or tell the mechanic to takeoff the new tire put the old tire back on and charge me $100 for the service because they only make 3 dollars for new tires. This whole experience caused me to be late to work And the payment of $342.19. All I was asking was for ******** to make things right since I have insurance. The only reason I paid was so that I can have a chance and make it to work on time, but that didnt happen. this is the first time I had such a bad experience. I no longer will be a ******** buyer and will be taking my business back to ****

  Business response

  12/06/2022

  I have reviewed the complaint from our client.  This experience was a mis communication on our part.  While the client was here on the first visit we needed to order the tire as it was not available .  The advisor she worked with knew it was a warranty claim with the tire company.  When the tire came in the client came back on a Saturday to have it installed.  The person working that Saturday was not aware nor authorized to not collect for the work performed as they were not aware of the warranty. ( our fault) Upon the Service Manager becoming aware we extended the reimbursement in a credit to the client.  It appears that is not what the client wants as we will certainly send a check promptly.  ********* is reaching out today to confirm where to send it !

  We apologize for this mis communication on our part.  The team thought the client was satisfied with the credit but the refund will be issued promptly.

   

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

  General Manager

  Customer response

  12/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **********************
  
  
  
   
  
  

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We leased a ******** C 300 AMG 2020 for 2 years. It was originally a loner car which ******** used for their customers. Money was paid all upfront, approximately $17,000.From second day we received the car we had back to back flat tires. We have been told it was caused by the rims. It happened to every tire. It was constantly in garage, and needed constant needed repair, either replacing or fixing the rim. On top of paying for lease, we are also required to pay for repairs, all the while not having the car.Right now car is in garage again and they are requesting $535 plus tax to repair again after paying $340 for changing a tire a week prior. They will not repair the car until we give consent to pay repair. It seems the car was faulty to begin with. It cannot be possible to get a flat tire so often.

  Business response

  11/12/2021

  CLIENT PURCHASE VEHICLE MAY 2021 AND ON JUNE 4TH CAME IN WITH COMPLAINT OF RIGHT FRT. **** LOOSING AIR. AFTER INSPECTION IS WAS DETERMINED THAT THE **** HAD LOST ITS SEAL TO THE ***** CAUSING AIR TO ESCAPE FROM OUTSIDE INFLUENCE MOST LIKELY POT HOLE IMPACT. EXPLAINED TO CLIENT WHAT THE ISSUE WAS AS WELL AS MOST LIKELY CAUSE. THERE WAS NO CHARGE TO CLIENT FOR THIS REPAIR AS WE THE DEALERSHIP TOOK CARE OF IT. OCTOBER 5TH CLIENT CAME IN WITH CONCERNS AGAIN OF RIGHT FRT. **** LOOSING AIR AS WELL AS LEFT REAR **** LOOSING AIR. AFTER INSPECTION IT WAS DETERMINED THAT THE LEFT REAR **** HAD BEEN PUNCTURED BY SOMETHING POSSIBLY NAIL OR ***** FROM THE STREET AND THAT THE RIGHT FRT. ***** WAS NOW CRACKED, DUE TO SOME TYPE OF POTHOLE IMPACT DAMAGE. NONE OF THESE ISSUES WOULD BE COVERED BY WARRANTY AS THEY ARE CONCIDERED OUTSIDE INFLUENCES THAT CAUSED THE DAMAGE. ON THIS REPAIR WE HELMS DID A NO COST REPAIR  FOR THE CLIENT AND HAD HIS RIM REPAIRED FOR HIM AND THE CLIENT PAID FOR THE LEFT REAR **** WHICH  HAD A PUNCTURE FROM STREET DEBRIS. CAR IS CURRENTY HERE WITH RIGHT FRT. ***** DAMAGED AGAIN/CRACKED AND **** HAS BUBBLE ON  THE SIDEWALL FROM POTHOLE IMPACT. CLIENT AUTHORIZED ***** TO BE SENT OUT FOR REPAIR AND **** REPLACED WAITING FOR ***** TO COME BACK FROM ***** REPAIR COMPANY. 

  Customer response

  11/19/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

   

  Since filing this complaint the car has been held at *********************** for repair upon consent that again us, the owner will pay for the repair again. It was paid by us again as we were still without the car and money for lease has also already been paid for. A price of $580 was paid in order to change a brand new tire and fixing the rim. The car was then picked up on November 18th in the morning after repairs had been completed. On the same day, November 18th the car again got a flat tire. It seems this car is faulty. It can not be that each time a nail or a pot hole was the cause of flat tire as was suggested in the response from Helms Bros. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  11/26/2021

  Client is correct that after leaving here the tire did not hold air and car needed to be towed in by Helms so that tire would not be ruined. The issue was with the wheel/rim that was cracked and we tried to have wheel repaired to save client cost of having to  buy new wheel which is costly around $1200.00. When it was determined that the repair was inferior money was given back to client for that repair and put towards a new wheel. Client did not pay for this repair, again wheel repair cost was given back to client and he purchased a new wheel from us. Client picked up a few days ago and have not heard anything back yet. 

• Initial Complaint

  10/29/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  HELMS BROS DOESNT CARE FOR THEIR CUSTOMERS OR HOLD THEIR WORD. My pregnant wife and I have been waiting for our G wagon to be built in Germany for 2 years. In the beginning, they asked for $8,000 over sticker just to order the car with them, and we agreed. This is even evident on our purchase agreement and all the other paperwork we signed. We kept getting the date pushed back and that was ok because we had time before we got married and got pregnant. Now, it’s is 2021 and our G wagon was built and shipped over to the states. We had a set price and even paid a deposit TWO YEARS AGO. We have been emailing back and forth with Helms Bros for months now and finally got told the truck is here and in the showroom. BOY did they do a good job buttering us up and giving us the keys to do a test drive of OUR NEW G WAGON. We arrived back at Helms Bros where we were offered waters and then sat down to discuss them wanting to charge us $100,000 OVER STICKER completely bait and switching us. $100,000????? over sticker for a car we waited TWO YEARS for ??? Absolutely ridiculous and disrespectful. **** *********** is the general manager who gave us this information and said that we can have our deposit back and they will have people out the door waiting to purchase OUR car that we had a set and agreed price to. Not to mention the build was WRONG but we were willing look past that. PLEASE DONT GET SCREWED BY THIS DEALERSHIP AND THEIR TACTICS

  Customer response

  10/29/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter is being resolved. 
  
  Sincerely,
  ***** *****
  
  
  
   
  
  

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