ComplaintsforGood Wheels

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my dodge avenger towed to good wheels in *********** on October 30th 2023. They tried to diagnose it and had to tow it to a dealership in Columbiana Mopar auto parts on November 2nd 2023. For two weeks they did not have answer for me about my car and wouldn't give me a rental car until the car was diagnosed. On November 10th I got a rental car that was only supposed to be 5 days. On the day I had to return my rental car the dealership told me the car would be ready to pick up at 5. I called to let them know that I was on my way and they told me the car wouldn't start so they had to keep it. I would like to get another rental or at least a loaner car until my car is fixed

  Business response

  12/01/2023

  December 1, 2023
  
  Re:Complaint 20898020
  *****************************

  
  To Whom It May ***************** have received the above-referenced complaint and thank the Bureau for the opportunity to respond. 

  The customer purchased a 2009 Dodge Avenger from our dealership in September 2022. With the purchase of the vehicle came a 30 day or ***** mile, whichever occurred first, limited warranty as well as a 3-month or ***** mile, whichever occurred first, limited Powertrain warranty. For additional protection, the customer elected to purchase an optional vehicle service contract through a national provider. 

  On October 26, 2023, the customer called in with concerns about her transmission. The vehicle was towed in and reviewed by an independent repair facility adjacent to our dealership, as we do not have our own service or repair facility. The technicians determined that the best course of action would be for the customers vehicle to be taken to a franchise dealerships service center due to requiring a special diagnostic tool that is only available to franchise dealers. As a gesture of goodwill, Good Wheels covered the repair facilitys diagnostic charge and arranged for the vehicle to be transported to a franchise dealership. That dealership would then be responsible for diagnosing the vehicle and submitting a claim to the customers extended service contract provider as well as providing the customer with repair status updates. 

  After researching the complaint, it appears that the frustrations the customer is experiencing are not with us, as we are not diagnosing the vehicle, repairing the vehicle, or submitting a claim to the service contract provider. The franchise dealership does not handle rental vehicles, so in order to help how we could, we arranged the rental vehicle that would be provided in accordance with the contract terms once a claim was submitted. Had we not assisted the customer, she would have had to pay out of pocket for her rental and then be reimbursed by the extended service contract provider.

  Our team works hard to provide a quality experience for our customers before and after purchase. We welcome the opportunity to assist the customer in coordinating any covered repairs or claims with the service contract provider if needed.

  Again, we thank the Bureau for the opportunity for consumers and businesses to work together and thank you for providing us with that platform.
  Sincerely,
  
  Good Wheels, Inc.
  

  
  

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from this business. Within a month the car had to go back in for exhaust work. The vehicle then now has a transmission problem that they are refusing to cover even though I have a warranty through them and a warranty that was outsourced from a third-party goodwheels is refusing to have any sort of help with this problem.

  Business response

  11/13/2023

  November 13, 2023
  
  Re:Complaint 20809105
  *************************************
  
  To Whom It May ************** have received the above-referenced complaint and thank the Bureau for the opportunity to respond. 
  The customer purchased a 2013 ******* Santa Fe from our dealership on September 29, 2022. The customer, like each of our customers, was provided with the opportunity to take the vehicle to a mechanic of her choosing prior to purchasing the vehicle, which she declined. With the purchase of the vehicle came a 30 day or ***** mile, whichever occurred first, limited warranty as well as a 3-month or ***** mile, whichever occurred first, limited Powertrain warranty. For additional protection, the customer elected to purchase an optional vehicle service contract through a national provider. 
  As stated, after purchase in November 2022, the customer contacted us stating she had concerns about her vehicle. We coordinated an appointment with the first-available vendor we could, as our dealership does not have our own repair facility. It was found that the vehicle was in need of a catalytic converter which was replaced under a parts warranty at no cost to the customer.
  The customer visited a repair facility of her choice in October 2023 for transmission concerns. The customer contacted us for the information regarding her vehicle service contract as the repair facility would need to submit a claim to the provider. It is our understanding that the claim was approved but the repair facility could not source a part that met the providers post-repair warranty requirements therefore the provider sent one that they sourced, and the customer was waiting for her vehicle to be repaired. During the diagnosis and repair process, the customer reached out to us on several occasions with questions, and each time we then reached out to either the repair facility or the policy provider and helped gather accurate information to be relayed to the customer. As stated, we do not have our own repair facility, we are not the provider or administrator of the service contract that she purchased, and are not the parts provider. The last contact we had with the customer was on November 2, 2023 letting her know that we were able to secure a rental vehicle for her per her policy coverage for the following Monday. We have not had any contact with the customer since that time and would expect repair updates to be provided to her by the repair facility that was fixing the vehicle.
  The customer did express interest in seeing what options were available to her with regards to trading in her vehicle, and we advised her that the vehicle needed to first be repaired, and then we would be happy to determine what options she may have with regards to trading in her vehicle.
  We stand behind the quality of our vehicles and our customer service team works hard to provide a quality experience for our customers before and after purchase. We welcome the opportunity to continue assisting the customer in coordinating any covered repairs or claims with the service contract provider. We encourage her to contact us Monday- Friday during our normal business hours.
  Again, we thank the Bureau for the opportunity for consumers and businesses to work together and thank you for providing us with that platform.
  Sincerely,
  Good Wheels, Inc.
  
  

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