ComplaintsforRicart

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  took my mitsubishi outlander to ******* services for a window that dropped back in April 2024. it was fixed with the warrantee and some out of pocket expense for me. within a few weeks the window had broken again. I was told this was a different concern and I needed to pay an additional amount for this repair. I contacted the manager, finding it difficult to believe that the same window that broke just weeks prior had broken again for an unrelated problem. I was transferred around to multiple people prior to reaching the correct person. when I reached a manager, ****, he interrupted me while I was explaining the situation. stating that he couldn't get a word in for discussion, this was my 5th time explaining my concern, so I was just rattling it off, yes anxiously, once again. when I mentioned that I thought that this problem with the window may be an extention of the previous problem, **** accused me of believing that the mechanic had purposefully done this to my vehicle. I explained that i was wanting the vehicle to be thoroughly looked at and to not have to be brought back in. I still had to pay about half for this second visit. within 48 hours the window was not rolling up again. I had to take it back in for a third time. I was told by *******, the only way it could have broken was for someone to put their fingers between the window and the frame and pull down, forcing the window down. I picked it up again, and before I got home the window broke. now, at the 4th visit I have been told, that the door was an after factory door, not standard, they cannot guarantee that the window will remain fixed. yet they attempted to align it at this time. it is ready to pick it up as is, if the window breaks, they suggest a new door. I have ask for a refund so I can take the car to a mechanic who is able to fix it,or at least start with correct information. I have been waiting since Friday to connect with the manager, ****'s, manager, *****, to discuss.

  

  Business response

  06/19/2024

  Reviewed the customer file.  This is a 2017 Mitsubishi Outlander with 96,913 miles not purchased at our dealership.  ****** shows the unit has had 3 damage incidents listed minor prior to the customer owning.  The first window repair we completed was May 2024 replacing glass window and regulator at 94,386 miles.  Second repair was at 96,623 miles window is not rolling down or up, found the window tabs broken and required window to be replaced, customer paid half.  96,819 miles June 4th window fell again when she shut the door.  The repair consisted of the window regulator directive not going up and down removed and replaced no charge. 96,913 miles June 10th window is off track.  Found aftermarket door flexing and adjusted window regulator tracks and panels.  Customer is having same issues.  It is recommended they replace the aftermarket door.  Customer declined.  We declined to offer further repairs to the window and regulator until recommendations are completed.

  I hope you will understand our position.  We decline a refund.  The customer has the parts they paid for.  The only labor charge was the first repair  No labor charges for the last three. The window will not operate properly until the door is replaced. 
  Thank you for allowing us the opportunity to respond.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a **** *** ******* from Ricart Auto Mall in August of 2022. In October of 2022 my wife was driving the vehicle to work and the oil light came on, we took it to our mechanic who said it was low on oil, he said that KIAs and Hyundais were known for burning oil and oil consumption. Anyway after that I got to researching this and come to find out it had been serviced at been traded it at Ricart for the exact same issue. I only found this out because I contacted the dealership where it had been worked on close to my house(the previous owner lives in the same city as me). Anyway that dealership told me that they had tried to get engine replaced but it was denied by KIA, hence why the previous owner took the vehicle back to Ricart to trade it in, the previous owner told Ricart that it was. Burning oil and the service department knew it was burning oil yet they still decided to sell the vehicle to a consumer. I tried to have Ricart replace the engine but they denied and so did *** even though I paid for and extended warranty from the dealership. After talking with **** ******, the consumer affairs person at Ricart she told me to trade it back in and they would help me out. Helpings out did not happen though, I traded it in on the car of my choice which should have been fine, but instead of it being basically an even trade Ricart stuck me with $5000 in negative equity, why they blame it on the vehicle I chose which is a bold face lie, it had nothing to do with me choosing that particular vehicle, it had everything to do with them not getting rid of the negative equity that was still left on a vehicle they willing sold that they knew had problems. I have tried multiple times to the $5000 back without taking them to court or anything, but they like to blame me the consumer for picking out the wrong vehicle. All I would like is my $5000 so I can refinance the vehicle and be paying what I was paying on the original vehicle I had bought from them.

  

  Business response

  05/20/2024

  We had offered a vehicle that would be close to where they were at with the ******* they had recently purchased but they wanted a particular used vehicle.  They made the decision to sign under the terms offered for the vehicle they wanted.

  Thank you for allowing us the opportunity to respond

  Customer response

  05/21/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21719793
  
  I am rejecting this response because: 
  
  Regards,
  
  ***** ****

  Customer response

  05/21/2024

  A customer should not be forced into buying the vehicle that the dealership wants them to get into just because they screwed up, a customer should be able to get the vehicle they want. Ricart sold me a vehicle they knew was defective and then when I found out about everything they wanted to force me into getting a vehicle they wanted to put me in instead of having the choice of vehicle. The negative equity was because Ricart wouldn’t get rid of it, not because of the bank, banks don’t determine negative equity, dealership to with determining how much they will give you for said trade, Ricart was willing to payoff the car they sold me that was defective hence the 5,000 in unneeded negative equity that should be given back or paid toward the loan so I can refinance at a reasonable payment like I had on the sorento. I have email proof from the previous owner that she told the sales person had ricart it had problem and I have emails from one dealership to Ricart where Ricart acknowledged it had problems and that the vehicle had been taken in on trade. Ricart also refused to fix the vehicle either which they could have done. 

  

  Business response

  05/24/2024

  Our position has not changed.  The customer purchased a vehicle and agreed to sign documents for a vehicle knowing what they were signing.  No one made the customer sign anything or choose the vehicle they wanted.

   

  Thank you for allowing us to respond

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a **** **** ****** brand new off the lot March 01 2020 we bought extended warranties etc. My sunroof is leaking but it is due to a manufacturing issue. I agreed to pay a portion of the repair as **** agreed to pay a portion as well. I was told 7-10 business days is how long it takes for the piece to come in to fix the issue. This was March 14th. to this day I'm told there's no actual date we can expect it and I'm unable to use my car during the yucky weather the interior is getting ruined I bought a car cover for just under 100$ but I have missed 3 appointments this week! I am disabled I am still doin physical therapy and had to miss it 1 time, I missed my PT for my back, ***** ******, and I missed a CT of my abdomen due to no transportation. I've requested **** or Ricart to get me a rental car and they store my car until it gets fixed but nope so buying a BRAND NEW CAR taking care of ALL the maintenance upkeep buying the extended warranties ect did ABSOLUTELY NOTHING for me. I drove this car off the lot with 28 miles on it and I have purchased Many of my vehicles from Ricart basically every new car I've owned....definitely will be looking for a spot that values their customers.

  

  Business response

  04/09/2024

  We are aware the customer has a sunroof leak.  The customer manufacturer warranty is exhausted under 3 year/36,000 miles.  We the Dealer reached out to **** seeking financial assistance to assist the customer for the repair and was provided some assistance from Ford.  **** tells us the glass is on back order with no ETA at this time. The customer is welcome to reach out to **** the manufacturer about her vehicle request. 

  Thank you for bringing this information to our attention and allowing us the opportunity to respond.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  DATE OF PURCHASE 3/2/2024 #1 Ricart has not paid off the vehicle thatvi traded in . I was told it would be paid off in 20 days we are now at day # 34. #2 have not received any information from the leanholder to make the payment on the new car andcits now past due. #3 The driver side door has a cut on the inside that was suppose to be repaired. I have not received the first call from anyone there to repair this. #4 Not one person from this dealership has returned my calls, or left any voice mails . This is costing me a fortune. I want this vehicle fixed or they can buy it back . I want the trade in paid off and compensation for the interest that has accused and continues to accure . I also need the information to be sent to me to make the payment and them to pay any late fees for not processing this in a timely manner. Here is the deal # *******, customer # **********, vin # *****************, Stock # KTR1582. Business manager:**** ****** , Sales Manager: SM House , Sales Contact : ****** ******* are the 3 people I delt with on the day of the purchase.

  

  Business response

  04/05/2024

  We apologize for any frustration this matter may have caused.  The Finance Company took longer to process funding in order to complete the paperwork.  The customers payoff was made on 3/29 and the customer title work is being processed and we should have it back the beginning of next week.

  I hope this information is helpful.  We appreciate you allowing us the opportunity to respond.

  Customer response

  04/10/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21525951
  
  I am rejecting this response because: 
  
  Regards,
  
  ****** *********

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my car to Ricart on 1-26-24 for a car repair. I had a antenna on the back of my car standing on the trunk when I took it there.. After the repair the antenna was missing. I asked," where it was?" The serviceman took the car back in the shop & he brought it back to me & said they could not find it. He( the service manager) said they would replace it. He( the service manager) said they would reimburse me for it. He( the service manager) asked me if I had an invoice for the antenna. I went home & got it & took it to him. He( the service manager) took a copy of it & said he would take the nescessry steps to replace the antenna for me. I have not received a reimbursement of $120.00 from Ricart service dept. I want a check from Ricart for $120.00 mailed to my home address immediately. .

  

  Business response

  03/25/2024

  I spoke with the manager and he confirmed we owe the customer $120.  We will get this submitted to our accounting office for payment.

  Thank you for bringing this to our attention and apologize for the delay.

  Customer response

  04/02/2024

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

  
  

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

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

  Ricart

  Apr 2, 2024 11:59 AM

  
  

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/26/23 I purchased a vehicle from Ricart. When purchasing the vehicle I asked about the wheels, low tread, the person helping me said, "they are practically brand new." Ricart advertises that their certified vehicles "Tires must have at least 4/32" of tread depth remaining." This was not the case for my certified vehicle. After a rainy day I hydroplaned on the freeway and decided to check the tire thread. It did not have 4mm of life remaining. I reached out to Ricart on 1/18/24 about the tires. I sent them pictures of my tires and asked that someone get in touch with me about my tires. I asked that they either email or text me, because of my hearing disability. I was told someone would get in contact. As of 1/26 no one had contacted me. I sent another email requesting that someone get in touch with. As of 2/13/24 no one had contacted me. I sent another email requesting that someone contact me. On 2/14 I reached out and said I was filing a complaint, but that wasn't the route I wanted to go. Each time I was told someone would reach out to me. It is now 3/15/24 and still no one has reached out. I want my tires to be replaced with what they advertise. I would like an apology for no one returning my emails, as well.

  

  Business response

  03/18/2024

  We would like to invite the customer to stop in at our Ricart Used Car Department during business hours 9 to 5 to have our Recon Manager l(*****) look over the tire concern.  Once we have an opportunity to review the vehicle we will be in a better position to respond.

  Thank you for allowing us the opportunity to respond.

   

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 03/08/2024 I went to the dealership for service for oil change, injection cleaning service and to have software updated. The service advisor ****** **** informed me that the charge to update software was $175. I had informed him I tried to use the kia self service to do this myself with multiple different USB drives. I work in the technology field so this is not something I would struggle with doing. However of the 10+ drives I tried none of them would work. I feel it is unfair to have paid $30k for a vehicle and have to pay a fee to get the software updated. This also updates the navigation which keeps you from going down one way roads that have been changing around the Columbus area. I called Kia Consumer Affairs they told me to file a complaint with BBB and they would also follow-up with the dealership. Kia informed me that this is not something they would charge for and that this is the dealership charging me for it. They also recommended I try another dealership in the area as some of the are about helping the customer verse just the money. Invoice #******* is for other service performed during my scheduled appointment but this will help the dealership find it. I chose not to pay for the service of updating the software.

  

  Business response

  03/11/2024

  Attached is a copy of the customer service order showing they paid for an oil change and air induction which is not covered under manufacturer warranty.  We decline to refund for our completed services.  It also provides the customer with information for updating maps for their unit.  If we have an updated SD card that a technician has to program there is a labor charge. I hope this information is helpful with understanding why the customer was charged.  Thank you for allowing us the opportunity to respond.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a car from Ricart Used Car Factory on Feb 5. The car wasn’t actually complete until Friday the 9th. There were two issues. First, the offer was for the full asking price provided new tires were included. Secondly, this supposedly certified vehicle is out of alignment. We have contacted the dealer a number of times since the 12th and the issue is not being addressed.

  

  Business response

  03/05/2024

  When reviewing the customer file there was nothing promised during negotiations.  See attachment.

  I spoke with the manager and he said there must have been miscommunication because he was not aware of this offer.  So as a gesture of goodwill he will honor 4 tires and alignment.  The customer may contact **** ****** to arrange this service.  ###-###-####.

  Thank you for bringing this information to our attention and allowing us the opportunity to respond.

  Customer response

  03/13/2024

  [If you do not say why you are rejecting the company's response, *** must close your complaint.] 
  
  Complaint: ********
  
  Our intention is to accept the offer once the record is set straight. The attachment added by the business only serves to add insult to injury, as it proves us foolish enough to sign the paperwork in advance and trust them to complete the process.  Both the offer and the fact that the car wasn’t actually released until the 9th are documented in their system.  Further, we suspect that there is also record of direct contact with more than one associate to report the issue and request action.

  So, instead of apologizing to their customer for the additional time/effort/angst because situation was  avoided in house, making it necessary to seek remedy outside the business (***), a pretense of extending a “goodwill gesture” is made in lieu of owning the error and doing the right thing up front.

  This is how they are choosing to represent the Ricart brand. 
  
  Regards,
  
  ****** ******

  

  Business response

  03/14/2024

  We certainly apologize if there was any miscommunication during your vehicle purchase and appreciate you bring this to our attention.  We were happy to address their concern.

   

• Initial Complaint

  02/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was having a paint recall done on my Hyundai and they scheduled an appointment with my and told me they would give me a rental and I drove all the way there and they said they had to charge my card $50 for the rental they are supposed to pay for and I had to leave. I called again to talk to someone higher up and the person told me the same thing. I was never told about it when I made the appointment.

  

  Business response

  02/23/2024

  We tell everyone when they meet with our Rental Agent there is a $50 deposit placed on a credit card before we will release a rental.  We keep it on file until the vehicle is returned and then the deposit is refunded unless damage or over mileage / days occurs while in the renters possession.  If the customer would like to use another rental company they will be responsible for full payment once the vehicle is repaired.  The customer can then turn that into our service department and we will be happy to submit the final bill to the manufacturer for reimbursement.

  I hope this information is helpful with understanding our position.  We apologize for any inconvenience this may cause.

   

  Customer response

  02/23/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21330227
  
  I am rejecting this response because: 

  I was not told this ahead of time and drove all the way there for an appointment and had to leave again and no one cared. It’s Hyundai’s fault I have to leave it there in the first place and outrageous I have to use my card for anything. They told me I had to give my insurance also.

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

  

  Business response

  02/23/2024

  Were sorry to hear this is causing the customer any frustration.  We the Dealer are here to assist the customer through the manufacturer in order to assist with any warranty.  The Dealer will not be painting any repairs, we do not have a body shop.  We will facilitate getting the vehicle to a shop and once completed submit to the manufacturer for payment to the shop.  We will leave it up to the customer if they would like us to assist with the understanding the $50 deposit for use of a rental is our policy.

  I hope this information is helpful.

  Customer response

  02/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******** ****

• Initial Complaint

  01/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an appointment for 8am on 1/24/24 for diagnostic of car issue. It took hours to get a hold anymore near the end of the day. When a response was finally received they said they hadn't gotten to it and if they could hold it another to try to figure out the problem. I tried calling 1/25/24 evening after several tries got a hold of someone and told no technician notes still so can they hold it another day. I called several times 1/25/24 trying to get a diagnostic. After several hours a rep told me that he had an estimate and claims it is water in my gas, I need to drain it, get a new fuel pump, etc. This excuse was used in 2020 when I took this car to this same place. I agreed to the repair at that time in 2020. 2 weeks later it had the same issue of intermittently not starting. I was not falling for this scam diagnostic again and refused the "repair" on 1/26/24. I went to pick up my car 1/27/24 and was told I can't because the car was in the shop and keys were locked in a technician lockbox. I have to wait until 1/29/24 to pick up my car. They are holding my car hostage now. I have no reasonable way to get to work now.

  

  Business response

  01/30/2024

  We apologize for any miscommunication.  The technician notes stated an unknown substance not necessarily water.  The customer declined work and frustrated with our findings.  They paid half of the bill as what the Service Manager agreed to as a gesture of goodwill.

  We decline any further refund.  I hope you can understand our position.  Thank you for allowing us the opportunity to respond.

  Customer response

  01/31/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21208809
  
  I am rejecting this response because: 
  I'm not necessarily looking for a refund. I want to warn others of the horrible service provided by Ricart, as well as the unethical repair diagnostics. I dropped off the car Tuesday afternoon with appointment scheduled for Wednesday morning at 8am. I didn't receive any communication from Ricart without spending hours trying to get a hold of my service rep. No notes were given by the repair tech until Friday afternoon, as if my car hadn't been touched until Friday. Even then I had to call several times over a few hours to get a hold of the service rep. I bought this car new from Ricart and had many of the scheduled maintenances performed there. This same issue happens in 2020 with the same diagnostics that water was in the fuel. I agreed to that repair to drain the tank, replace the fuel pump, change spark plugs, etc for $2200. I called the state inspector to blame the last gas station for having water in the fuel. The state inspector's findings showed that the station's gas was perfectly fine without any water in the storage tanks. 2 weeks after getting my "repaired" car back it was back to having the same issue of intermittently not starting, appearing to be lack of fuel or fuel pressure. Ricart is trying to use the same excuse that did not fix the problem the first time around and I'm not willing to pay what will probably amount to a few thousand dollars in repairs to not actually fix the issue.

  Regards,
  
  ***** ****

*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. ↩