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:04/13/2022

  Type:Billing 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.

  Purchased used car on 3/8/22. Unable to test drive due to oil leak, which dealer agreed to repair as condition of purchase, which would take 1 week. On reviewing paperwork at home, total amount financed was much higher than agreed price. Service fee of $2171 and Gap insurance of $779 added. Prepayment penalty $150 listed, they said there was no prepayment penalty. Single interest insurance added $50, also never discussed and do not want. Called to have fees removed. They said it would take a couple days for it to be removed from loan. Amount never removed per auto finance company. Several phone calls not returned from dealership. Service dept now says oil leak is cracked engine, waiting for parts. Still do not have car over 1 month after purchase. They charged me $13,226.62 for a vehicle priced at $8,895.

  Business Response

  Date: 04/13/2022

   We are sorry to hear that you have had this issues. I will reach out to the GM with your to get an update with the team and reach out to you soon. If you would like in the mean time, please feel free to call Aaron ( the GM ) at ###-###-#### and he will be in at the dealership, but I will make sure to update the team now. 

  Customer Answer

  Date: 04/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ****

   

  The response only states that they will look into it and gives me a name and number to call.  I placed 2 calls last week, leaving my name and phone number, neither of which were returned.  

  Business Response

  Date: 04/27/2022

   I do apologies that the team was unable to return your calls in a timely fashion. Please call ###-###-#### and ask for Cy ( the  BDC Manager ) and I will make sure you get the service you deserve. And just a heads up, I work every day but Thursday and Sunday. But other then that I am here to help as best I can.

   

    Sincerely,

      Cy W********

     BDC Manager. 

  Customer Answer

  Date: 05/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Once again, the response from the business is to ask me to call them, which I have already done.  I have made many calls, and I have spoken to the finance manager, service department, general manager, and my salesperson, all with no results.  Suggesting I call another person is not a solution, but a ploy to gain yet more time, 7 to 10 days every time they "respond" to the BBB.  I request a complete refund all money be made to the auto finance company.  I do not believe I should incur any losses for this transaction, since the vehicle, financing, and repairs were all misrepresented, and when I tried to communicate with this company, I was ignored.  It has been 2 months since my purchase of this vehicle, and I still have no vehicle, but I do have collections calling me to make payments on a vehicle I never received.  For your reference, see below...

  On 3/8/22 I purchased a 2010 Chevy Equinox from iAuto on the condition they repair an oil leak as part of the purchase price, which was supposed to take "a few days to a week". We test drove a similar car (same make/model, less options), because they were unable to let us test drive the one with the oil leak. My husband and I spent 6 hours at the dealership with our 2 kids (the last 3 hours were devoted to purchasing this vehicle), and I did not review my paperwork until 3/12. I found several charges that were not agreed upon in my paperwork. There was a charge of $2171 for a service contract (the oil leak repair should not cost this much, and it was supposed to be part of the purchase price). I had them double check if the GAP insurance was necessary, and they came back a second time and said that it was, but my paperwork states that it is optional ($779). I was told there was no prepayment penalty, and there is one listed in my paperwork ($150). Following calls were made: (please note, 3/21 found out the oil leak was a cracked engine)
  
  3/13 I placed a call to my salesperson Brandon to have the above fees removed and was told it would take a couple days for it to be removed with the finance company.
  3/14 I called service department to see if vehicle was done yet - not yet, another week, waiting on part
  3/15 Called Park National Bank to confirm fees removed - loan not activated yet. Told to call finance at iAuto. If no response, call Matt Colwell, Kevin Shellberg, or Jacob Koesters
  3/15 Called finance at iAuto, left message for finance guy to remove gap, warranty, and prepayment fees.
  3/17 Called finance at iAuto.  Spoke with finance guy about removing gap, warranty, and prepayment fees, said he would call me back. No call back received.
  3/18 Called Park National Bank, left message for Matt Colwell, Kevin Shellberg, and Jacob Koesters (all 3 went to voicemail)
  3/21 Called service department to see if vehicle done yet - not done, still waiting on cylinder head to replace cracked cylinder head. Confirmed not just an oil leak, cracked cylinder head, "basically rebuilding the engine."
  3/21 Called Park National Bank - loan funded, sent out earlier today. Amount for fees never deducted. Explained I now want payment canceled due to oil leak being a cracked engine. Gave names of people I left msg with previously, She called all, went to voicemail. She will email them, and they will get back to me. Contact information confirmed.
  3/23 Called Park National Bank - Explained no return call received. Placed on hold for a while. Says she talked to supervisor, my file will be pulled for review and someone will call me, confirmed contact information.
  3/24 Called iAuto, asked to speak to manager (Aaron). Explained to manager entire situation, requesting complete refund. States the warranty ($2171) is being used to rebuild engine "getting a brand new engine", even if amounts could be refunded, taxes, registration, and all finance fees would still be nonrefundable. States he will have to talk to his manager and call me back to figure out how to move forward with this. Promises to call me back by tonight. No call received.
  3/25 Filed complaint with "Michael" at Ohio Atty General office. Given all above detailed. Asked what resolution I am wanting. Explained, due to cracked engine, prefer deal completely canceled, all $$ refunded to finance company. At minimum, car repaired, fees removed. Asked if we received title yet, we had not yet received. He states if title not received within 40 days, consumer has right to cancel transaction.
  4/11 Rc'd email from Ohio Atty General office, title delivered, case closed (Kara Duty). Responded to email with summary of complaint, not about title.
  4/12 Filed complaint with Better Business Bureau
  4/13 Business responded to BBB complaint, saying they will look into it, suggesting I call and speak to iAuto, Aaron GM.
  4/14 Called iAuto once in morning, once in afternoon, left message both times, no return call.
  4/20 Ohio Atty General (Anthony). Confirmed case closed, he read complaint, not sure why it was closed, states he will email Brian Morrison and asked me to leave Brian a voicemail, done.
  4/20 Called Park National Bank (Kayla), transferred to "Erika" in collections. Explained car payment due 4/22, still no car, fees not removed, no return calls from Park National or iAuto. Erika states Jacob Koester is in his car but will call me when he gets to his destination. No return call received.
  4/22 Complaint filed with Consumer Financial Protection Bureau due to lack of responsiveness from Park National Bank
  4/25 State Atty General office, "Mary" looked at complaint, confirmed still closed. Mary added details and reopened complaint. States she will get it reassigned.
  4/26 Called BBB, states complaint is under review. Reminded them only response was to say they would look into it and I should call GM, which was done without response. Given name Emily Piaga as contact with BBB. They will send a note to her to update her that there has been no response.

  5/5 Received message from Warranty Adjuster, Erik, "Inspector said the dealer bought the car back from you.  Is that correct?"  Advised Erik that is not the case and that no response has been received from dealer.

  
  Regards,
  
  ***** ****
  

  Business Response

  Date: 06/10/2022

    This concern is under resolution now. And everything should be taken care of for **** ***** Momentarily. 

  Customer Answer

  Date: 06/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business, which is really no response at all, is it?  Let me clarify.  The business has canceled the sale of the vehicle and has agreed to absorb any fees or penalties from the financing of the vehicle. This business conducted a shady deal, selling a car with a cracked engine to a consumer who financed the car, then adding a warranty to the financing to repair the car, telling the warranty company the consumer had trouble with the car AFTER the purchase. They lied to the consumer, finance company, and warranty company. They should be investigated for their unscrupulous business practices, and have been reported to the BBB, State Atty General, and ******* ******** ******* ******, all of whom have been supplied with detailed records and phone logs to back up the complaints. Please publish this response, so that others will know what to look out for and who to report these businesses to in order to get a resolution.
  
  Regards,
  
  ***** ****
  

• Initial Complaint

  Date:04/06/2022

  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.

  On 2/9/2022 I purchase a **** *** ****** **** **** *** *** from ***** for an after tax price of $26000, with the $3000 service contract. I was not made aware of any problems and was told the truck is in perfect condition. On 4/2/2022 I noticed extensive frame rot due to rust and holes throughout the frame. I contacted them to see if they would fix the problem or would allow me to return the truck. They told me to call back and speak with their general manager about this issue. I have since been dealt with rudely, ignored, and told that he would call me and never has, hung up on, etc. Salesman was Tim. GM is Aaron. Rude salesman John.

  Business Response

  Date: 04/08/2022

    We were very sorry to hear about the issue you have had with getting in touch with Aaron our GM. I will make sure to pass your information on to him today, and try to get him to give you a call back by end of day.