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:11/10/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  I went to ***** ********* ***** made comment that I was looking for a new used car oh my family owns car lot he called car was brought for me to drive. I liked it he said to hold it you need to put deposit to hold till tomorrow was asking 8000 put down 3500 now I was still at furniture store I was not told or made aware of non refundable deposits or I wouldn't have wrote it went to lot signed papers next day which was 11-3-24 been busy moving so yesterday 11-9-24 the car keeps losing power and just stops and stalls it did this for a total of 6 times last time crossing over busy bridge to get home was almost hit twice from people going around I have all my money tied up in moving, furniture, and car I don't feel like paying 8,994.67 for new car less than a week to have to pay for repairs I feel that I being a single parent have been taken advantage of I'd feel safer driving my 700 old car that has never done this I text sal the finance mgr.no answer then called lot asked for mo he said who is this was told he's gone out of town for funeral now if that's true why didn't he say at first no he's not here instead of asking my name? feel I'm getting the run around I work hard for my money and basically starting over in life husband is incarcerated getting divorced me and my daughter has been thru a lot I'm tired of getting taken advantage of you almost need attorney with you just to buy a new used car now I don't trust Carbucks either also one last thing I feel like this car was in a wreck or a flood or something due to cacked on dirt, mud. Thank you appreciate any help you can give

• Initial Complaint

  Date:08/25/2023

  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.

  I bought a ***** ****** on May 28 I was rushed and bulley through the whole process. I was told I had to do it today or they wld not give loan. Nobody would me a give loan I had to do it by that day. I was rushed through test drive cause of time I was rushed through paperwork he added things in gap insurance warranty and acted as if they came with all their cars never ounce said I wld pay additional for anything. I cldnt see computer which was only place paperwork was available . The car broke down on way home end up having junk yard engine whick needs replaced as well as 17 other items from *** inspection. I'v missed work and am still with out car I need them to refund me I'm drowning bc of them. I requested to return car that day and they refused and 10 times I'v asked them for help fixing car returning anything they refused

  Business Response

  Date: 08/25/2023

  *******,

  The ***** purchased was completely functional with no issues. The vehicle was sold AS-IS and is no longer legible to returned. We have tried reaching out to you multiple times to try and resolve the issue or reimburse you with what we can but you are constantly responding back to us weeks later and ignoring everything we are messaging you. Beyond this point, we are no longer able to do anything for you. I can only assist you with what I texted you a few months ago but cannot issue a refund on the car

• Initial Complaint

  Date:06/28/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  I have not received any response from either parties, after also paying to send the documents as certified mail. In addition to the issues outlined in the letter and the diagnostic report; my vehicle still does not have cold air, my axles need to be replaced and a number of other issues that may not be on the estimate. I am a single mother of 3, my oldest has asthma and my youngest are 2 & 1 years old, We barely drive our vehicle unless we have to go to work, school, camp, etc. I shouldn't have to drive around in the heat all summer with my babies. I have called and requested to speak with Sal, the salesman, on numerous occasions. The car dealership has continued their negligence on the issue by blocking my number. I do believe that something should and could be done about this. I honestly just don't know what else I need to do or am able to do. After purchasing a new/used vehicle no one should have this many issues with their vehicle. Please feel free to call, email or text me for more information. Thank you, ****** ******* ###-###-#### [email protected]

  Business Response

  Date: 06/29/2023

  Hi ******,

  All vehicles we list for sale are fully serviced prior to being sold. We ensure and strive for the best of quality at an affordable price. We are not responsible for any damages that may occur after the sale is completed. The vehicle was also sold AS-IS which was explained clearly upon our signing ceremony. The AS-IS document, which you also have a copy of, states that the vehicle is sold in the condition it is in and if anything is to occur beyond the point of sale, we are no longer liable nor responsible. We apologize that you may be experiencing issue in the car today, but we assure you these issues were not present when you test drive the car and decided to purchase the car. We did offer to help as much as possible by getting the car diagnosed for you by our mechanics in which you will receive much lower prices.

  We never block our customers because that is very unprofessional. But when threatening us with violence, using degrading language and cursing at us, threatening to shoot up our store and blow it up, we will take the necessary action to distance ourself from you. All incoming calls are recorded and that call was also recorded with you clearly screaming at us and the only words that were coming out of your mouth were threats.

  Beyond that point, we are no longer able to assist you. We apologize for your troubles and we did our part by extending a helping hand, which you turned down. We experienced a verbal altercation with you and you continued to directed profanity and expressed threats towards us. 

  Customer Answer

  Date: 06/29/2023

  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,
  
  ****** *******
  

  Customer Answer

  Date: 06/30/2023

  This issue is not been resolved and Carbucks did not offer to have anyone diagnose any issue nor did they offer to fix it. 

  During the test drive the check engine light came on and I got it diagnosed at a nearby ******* **** *****, they let me know that there was a cylinder/engine misfire. The light ended up going off before returning to the dealership. I let Sal know what happened and what the attendant from ******* **** said & he assured me that they spent a lot of time working on the car. To assist with my decision he also said that he would be adding a Full warranty on the car which protects anything that involves the engine, transmission, heating/cooling and some other issues if they were to occur. I never received the outline of the "warranty" on paper. 

  Carbucks never offered to fix anything, instead they just kept saying that they would call back (on the days they actually answered the phone) but never did. Then as I stated before the salesman became rude and asked if I wanted to fight, therefore the situation escalated and I let them know that they were s****y people. I didn't make any threats. If they would have done their job in the first place all of this could have been avoided. But no they're greasy greedy people. I bet they don't drive or haven't purchased a car from their own lot. 

   

  Customer Answer

  Date: 07/22/2023

  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.

  They're only concerned with the phone call, not fixing their mistakes. After, their employee Moe (who is supposed to display professionalism) asked "Do you want to fight?" after I continuously asked when my call would be returned, all respect went out of the window. The employee initiated the negativity, therefore what was said afterwards no longer matters. 
  Carbucks is basically wanting to use the phone call as their excuse for not wanting to fix their mistakes with the issues I've had with their business and my vehicle since before the escalated phone call occurred. 

  No, my issues have not been resolved.

  Carbucks has not offered a resolution. 

  Carbucks does not want to take responsibility of their actions, lack of prefoessionalism, nor admit to the lies that they've told to secure their sales. 

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

• Initial Complaint

  Date:05/22/2023

  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.

  To whom it may concern, I purchased a 2011 Jeep Grand Cherokee Laredo from Carbucks, LLC in ********, Ohio. I was told I have an extended warranty and that everything would be covered and that I have a zero deductible on said warranty. "***" who I bought the car from said this is a really nice car and you will love it, if you have any problems it will be covered by the extended warranty. Two days later the check engine light came on but no change in performance. Fast forward two weeks and the car overheated on the way to take my daughter to school so I drive it straight to Midas in Hamilton, Ohio. After inspecting the vehicle I was told by the Manager that it has a cracked head gasket and that there is no way the dealer didnt know about it. It all makes sense now how the guy kept pointing me towards the warranty company even before I left with the car. So I called the warrany company and they said they want me to pay $2,200 to have the engine tore down to see if that's for sure the problem and so they can decide if they are going to fix it or not. So I payed $2,500 down 2 weeks ago and now I have no car that runs and they are asking me to pay $2,200 more for a "Internal Diagnostic" that I do not have. I bought that car under the assumption that everything is covered on it and all I was given was a brochure from the warranty company that lists everything that is covered, including head gaskets. Basically it needs a new engine now and clearly did when I bought it. I am a single Dad of two daughters and I do not have money to waste and if I am paying for a car it needs to at least run till I make my first payment, That seems pretty fair! As far as resolution, I would really like a refund of my $2,500 and a cancellation of my contract so that I can go somewhere else and get a decent car. This car was sold to me "As Is" but under false pretences and I cant afford to buy a new car and pay for the new engine on their junk that they sold me. PLEASE HELP!!!!

  Business Response

  Date: 06/06/2023

  Dear ******

  I am **** the manager at Carbucks in Hamilton. We are extremely sorry to hear about what is going on with the 2011 Jeep Grand Cherokee. When you originally purchased the car, there was absolutely nothing wrong with it at all. You are also fully aware of that because you came for three different test drives on three different occasion, each one longer than the other. So we can both agree the car drove the same each time and you wanted to purchase it. Upon purchasing the vehicle, you also purchased the warranty that we offer to all our consumers and always highly recommend it simply because it is a used car and anything may go wrong at any given point. I have hundreds of customers that never had to use it because luckily they had no problems. The warranty purchased covers a a large variety of components and if, for example, there is a faulty engine, it is covered. From what was presented to us, the engine was abused. The Jeep was used to pull cargo or a trailer or whatever it was and it was simply too much for the engine to withstand. It is a 3.6L V6 and does have its limits. For that reason, the warranty will not cover something consumer caused and unfortunately we will not be able to cancel the deal or issue any refund.

   

  I would love to help, though. I am willing to get you the best possible price for whatever may be wrong with the car from one of our local vendors that we deal with. That is a gesture I am willing to do because I do not want to keep you with a car that may not operate correctly anymore. But it is very unjust and unfair of you to state that we sold you a bad car from the beginning or even state that we sold you a junk car. If it was junk, it would have never drove the same the three times you returned for a test drive. If it was junk, you would have never purchased it

   

  If you are open to us directing you to a mechanic as I stated above that may provide you the needed services at an affordable price, I will be more than happy to help

  Business Response

  Date: 06/19/2023

  *****, we will not sell anyone a car that has problems especially if we are aware of such. The Jeep you purchased had no issues prior to being sold. You can contact the warranty department for further assistance and they may be able to assist you beyond this point.

  Customer Answer

  Date: 06/20/2023

  I got the response from Carbucks that said I damaged the vehicle by towing something heavy with it, that is ridiculous because there is not even a hitch on the vehicle. I have included pictures already. The Manager of Midas thinks that there is no way that they didn't know but I say whether they did or didn't they still sold me a vehicle with a cracked head gasket. Please have them refund my money or put a new engine in that vehicle. Thanks so much in this matter!

• Initial Complaint

  Date:03/21/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  I purchased my **** ****** ** from the salesperson Sal literally a week from this past Monday March 20th 2023 and I am already having mechanical issues. When I took it for a test drive and drove it off the lot the car did great. However, that was unfortunately short lived. Over the past week the car has had an issue with the rpm’s slipping along with having a hard time getting up to speed from a stop. As of yesterday the car is now having issues going into reverse. I took it today March 21st 2023 to get a diagnostic ran on it after having these issues and on the way to the shop my check engine light came on. The shop told me that there are 113 codes coming up and that I needed a new transmission. Definitely not something I was expecting after having the vehicle for a little over a week.

• Initial Complaint

  Date:11/18/2022

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  I purchased a 2015 Chrysler 200 from the ***esperson ***. I was lead to believe that the car was mechanically sound with no issues. After I applied for financing, the price of the car increased over $2000 the advertised price. *** advised this was because I do not have good credit. He then lied to me and said the finance company required me to purchase the extended warranty due to the age of the car and my credit. This was actually a way for the dealership to make additional money from the ***e. He misrepresented the coverage of the extended warranty to influence my decision to move forward with the contract signing. I later learned from the finance company the warranty was optional and limited in coverage. The same day of purchase, the check engine light came on. I took the car to Auto Zone to find out if does in fact have mechanical issues including needing the catalytic converter replaced. I went back to Carbucks and *** acknowledged the check engine light periodically luminates but lied about it being a minor sensor issue. He acknowledged had the light came on during my test drive he would’ve serviced the car prior to purchase but fortunately it did not. He directed me to the “owner” ***. I called *** who turned out not to be the owner but the finance manager. I expressed to *** how I felt manipulated during the ***e of this car and wanted to return the car. *** said he would contact *** and he would resolve this situation. He claimed he would call me back by 11/18/22. I texted *** on 11/18/22 and he texted there was nothing they will do. I would like to surrender the car and get my money back. *** had knowledge of the car’s history and failed to disclose that the engine/catalytic converter issues. He knew his representation of the vehicle and my financing options was false but proceeded to make money for the dealership and omitted facts to influence the ***e. The inflated price of a mechanically unsound car has foreseeable damages I will occur.

  Business Response

  Date: 11/29/2022

  Please see attachment for response.

  Business Response

  Date: 11/29/2022

  Please see attachment for response.

  Customer Answer

  Date: 11/29/2022

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

  
  

  • The ***esperson, ***, lied and said the finance company required me to purchase the additional warranty which the finance company confirmed was optional.  I did not opt into the warranty.  *** added the extended warranty on his own and when I questioned him about it, he said it was mandatory and although he could make more money off of me by adding a deductible he would do me a "favor" and not.
  • I did not say they lied about my credit. I said they took advantage of my credit situation and lied to me during the ***e of the vehicle. That is the facts.
  • *** advised the car was driven with no issues however I informed *** during the test drive I thought the car drove very rough. At that time I did not see the check engine light but was told by *** the car hadn't been driven in awhile. The check engine light came on the same day of purchase. I went back to the dealership the next day and they were unwilling to resolve any issues stating it would only be "a couple hundred bucks" to fix. If it's such a small amount why wouldn't they take responsibility knowing they couldn't sell the car with the check engine light on in the first place?
  • *** advised in his letter he would reach out to me and try to resolve the issue which as of 11/29 I still have not heard from him.

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

  Customer Answer

  Date: 11/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18437854, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  • The salesperson, Moe, lied and said the finance company required me to purchase the additional warranty which the finance company confirmed was optional.  I did not opt into the warranty.  Moe added the extended warranty on his own and when I questioned him about it, he said it was mandatory and although he could make more money off of me by adding a deductible he would do me a "favor" and not.
  • I did not say they lied about my credit. I said they took advantage of my credit situation and lied to me during the sale of the vehicle. That is the facts.
  • Sal advised the car was driven with no issues however I informed Moe during the test drive I thought the car drove very rough. At that time I did not see the check engine light but was told by Moe the car hadn't been driven in awhile. The check engine light came on the same day of purchase. I went back to the dealership the next day and they were unwilling to resolve any issues stating it would only be "a couple hundred bucks" to fix. If it's such a small amount why wouldn't they take responsibility knowing they couldn't sell the car with the check engine light on in the first place?
  • Sal advised in his letter he would reach out to me and try to resolve the issue which as of 11/29 I still have not heard from him.

  
  Regards,
  
  Lauren Thomas