Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/28/2024

  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.

  December 6,2023 I went to Bexley motor cars to test drive the **** ****** *****. I went back in to look at the car fax reports:no accidents. I fax bill of sale & car fax tobank who was purchasing vehicle. Dec 7,2023 I placed 2,000 down and a check from bank on remainder total**** ****** *****.The first day my car was not accelerating on the gas pedal. 3 days later I called Mr.****,salesman at Bexley motor car told him the car was not accelerating. He told me to bring my car back on Sat Dec16,2023.The mechanic drove my car & felt my car not accelerating. I was told to bring my car back to get serviced. they allowed me to drive their car rental for inconvenience on car issue. Car was in shop Dec18 23 - Jan 12 24.I was told my car was fixed and they just “reprogram my car”. A month later my car experience same issue. I contact Bexley motor cars couldn’t service my car till a month. March 14 2024 my car shut completely off as my car was in drive. I was faced with head on traffic. I called the dealership b/c I experienced a near death experience. Mr.**** asked if I could bring in the car and that the car could not be looked at today. I asked could I be provided a rental due to car in the shop for a month. He said couldn’t not a huge dealership. He had the mechanic state they would tow car from my home to dealership he took my # email I never received a phone call or email. I had work and didnt have transportation back. dealership sold me a car w/o reported issues They even took re programming my car” took the sensors off to sure the car in good stance. On Dec 9 23 first occasion went to dealership I opted to turn the car in the owner Mr.*** stated they will fix the issue. Instead the kept car for a month expiring the lemon law. I spoke to my bank about options stated trade the car but b/c the issue won’t be the best idea. may 12,24 car speedometer would not move past 20 mph the other meter went past 4.

  

  Business Response

  Date: 05/30/2024

  Ms.*** purchased the **** ***** on Dec 6 2023. She test drove the vehicle multiple time prior to purchase without a concern. The vehicle completed a pre-sale inspection prior to the sale without any issues present. The vehicle came with a 3month/3,000 mile power train warranty. On Dec 8, 2023 Ms. *** called and stated she was experiencing issues. Ms. *** dropped the vehicle off on 12/15. We could not duplicate concerns at that time. Ms. *** continued to experience issues. She dropped the vehicle off again. We then confirmed transmission issues and ordered a transmission. Transmission was purchased with a 12month/ 12,000 mile parts and labor warranty from the vendor. Transmission was replaced on 12/28 and set of for a reprogramming and flash through outside vendor. The ***** was available for pick up on 01/03/2024. During this time, we allowed Ms. *** to borrow a vehicle for transportation (this was a goodwill gesture due to the length of the repair and it being a recent purchase). A few months later, Ms. *** notified us multiple times about vehicle issues. She missed multiple appointments. We explained we need to have the car to diagnose and validate the issues. We have yet to see the vehicle and Ms. *** has missed multiple appointments. Unfortunately, there is nothing we can assist with unless we are able to confirm and diagnosing the vehicle. Also, Ms. *** was explained that the vehicle should not be driven if she was experiencing issues. However, she continued to use and operate the vehicle which could potentially cause more serious issues. If Ms. *** would need to reschedule an appointment with us and find alternative transportation as we diagnose and possible fix the issue.

• Initial Complaint

  Date:01/21/2024

  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.

  My experience with Bexley Motorcar began on 9/11/23 when I purchas** a 2018 Merc**es Benz CLA 250. It was a significant moment as I was returning to car ownership after a COVID-relat** layoff and starting a new job the same day. The initial interaction with *****, the salesperson, was amazing. She was patient and helpful. However, shortly after the purchase, the car start** making strange noises when turning and jerking forward at stops. We contact** Bexley, and they inspect** the vehicle, suspecting a brake problem. Despite our doubts, they replac** the front brakes, which didn't fix the issue. When we reach** out again, **, the owner, met us with rudeness and condescension. He offer** to take the car back or switch it with a lesser model, which was insulting given our substantial down payment. We insist** on a rear differential issue, but Bexley insist** on their mechanics' evaluation. Reluctantly, we went to their recommend** mechanics at Evans EuroCar, incurring more expenses and d**uctibles. Despite the mechanic's differing diagnosis of a rear axle issue compar** to Merc**es, Bexley repair** the axle. Unfortunately, shortly after Christmas, we had to pay over $5,000 for a rear differential replacement – an issue we had identifi** early but was continuously overlook** by the dealership. This experience left me deeply hurt, disappoint**, and angry. What began with joy turn** into frustration due to Bexley's lack of transparency. I share this review as a caution to others. The lack of accountability from Bexley Motorcar has been shocking and underscores the importance of trust and integrity in significant purchases.

  

  Business Response

  Date: 01/22/2024

  Days after the purchase of the Merc**es, Mrs. ***** mention** a slight intermittent noise coming from the car. We inspect** the vehicle and did not find any current issues or malfunctions. She brought it back after a few more days stating Merc**es Benz recommend** a new rear differential. The rear differential was a recommendation due to age and wear, not due to malfunction (the rear differential was not malfunctioning but starting to show some wear). We offer** to refund Mrs. ***** her money knowing that a vehicle of this kind would come with higher maintenance and repair bills in the future. She did not accept our refund offer, so we ask** her to take it to Evans (a trust** third-party European mechanic shop with no affiliation to us) to get their opinion. After inspection, they said the cv axle was the only item that ne**** imm**iate attention. We cover** this for Mrs. ***** as a goodwill repair. Mrs. ***** has driven the vehicle for over 4 and a half months without any further issues until now. 

  Customer Answer

  Date: 02/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21175701
  
  I am rejecting this response because: 
  

  I must clarify several inaccuracies and omissions in your account of the events. Firstly, the issue with the vehicle was not a 'slight noise' as you describe. The noise was significant, and the rear of the car was noticeably lifting when stopping, a serious safety concern I communicat** to you. I have document** evidence of this, including record** phone calls that you are more than welcome to listen toad have been upload**, contradicting your characterization of the problem as minor. Even on the call you tri** to blame other things instead of the direct issue. Moreover, the problem was identifi** as a malfunctioning rear differential, not merely 'showing some wear' as you suggest. This was not a recommendation for a future replacement due to age; it was a necessity for the car's safe operation, as affirm** by Merc**es Benz. Your offer to refund, suggesting an awareness of potential significant future repair costs which aligns with my husband's initial identification of the differential issue, which we communicat** to ** prior to the Merc**es inspection. While I appreciate the referral to Evans for an independent assessment, their advice unfortunately did not address the issue. It's concerning that YOUR trust** mechanic's guidance was inaccurate, leading to further expenses that didn’t have to happen. The responsibility for their oversight is an internal matter for your company, but it impacts your customers directly. Your comment on the goodwill repair of the axle is also misleading. The d**uctible I paid indicates that it was a warranty-cover** repair, not a “goodwill gesture”. This is not a case of miscommunication but a clear discrepancy between your account and the warranty terms. In light of these points, it is evident that my original complaint remains valid. The response your company provid**, while intend** to refute my claims, has actually proven everything I said. I am committ** to adding this information to my Google review to ensure that potential customers have a complete understanding of my experience. While I acknowl**ge the challenges of operating a small business and the ne** to protect its interests, it should not come at the expense of accountability and customer trust. Right is right and wrong is wrong. Paying $7,500 on a down payment, $250 for a inspection from YOUR trust** mechanic that YOU referr** me to, $125 on a d**uctible for your “Goodwill”, and then over $5,000 for a rear differential the day after Christmas due to the car completely not functioning properly, that was point** out from the get go. A pattern of similar complaints from other customers reviews show the common denominator is YOU not the people that trust** you. It indicates a trend that deserves attention and action.If I can prevent one person from going through the same thing, then I did my job! 
  

  Regards,
  
  ***** *****