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:06/12/2023

  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 financed a vehicle from next step and later found it had an overheating problem that caused the engine to go bad. Next step attempted to fix the issue twice with no proper diagnostics and failed to resolve the problem and put 90 extra miles on the vehicle while it had the overheating issue. Along with other issues that was said to be fixed but was not. Now I am stuck with a vehicle that is not covered by the warranty because it was said, by the warranty company, to be a pre existing problem before purchase, and next step refuses to help further as we have complained to the general attorney. This has cause me much stress during my pregnancy and labor and I am still dealing with the vehicle. I only had it for a few days before the problem occurred. Took it to two other shops who now says I need a new motor that I cannot cover because the warranty company won’t do so and I myself cannot afford to do so.

  Business Response

  Date: 08/07/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  'To Whom It May Concern
  
   
  
  Next Step Auto Sales always treats their customers with respect and we have always stood by our customers when they have issues . In this case we did the same , from the moment ******** **** walked into our dealership our team did everything for her comfort and provided options for her to have a smooth buying process. ******** test drove the used Jeep GR Cherokee and at purchase time there were no evident issues and no overheating problems. A few days after purchase we were notified that the vehicle is overheating we took the car in service right away . When dealing with coolant system issue on this model and year its pretty common to have a thermostat or water pump problem our tech replaced both at good will for the customer and the car ran near the dealership for a while to make sure it does not overheat plus test drove it multiple times. There was a follow up appointment scheduled for April 6th but the customer did not show up. We were trying to help and assist in any way we can but the customer was already very frustrated and was disrespecting and threatening our team with a lawsuit . We did not manufacture this vehicle we cant guarantee that things like this will not happen but we did try to help , we scheduled the vehicle again for service but the customer did not show up. Instead we received a complaint a wile later from attorney general regarding the issue where we responded with all documents attached here and proof showing everything stated here on our behalf is correct and it was closed at attorney general as well. I have also attached an estimate from a third party that the customer took her vehicle to (spitsermotorcity) you can see on the estimate that there were no major issues diagnosed it shows that they recommend replacing a few sensors  which could have been replaced at a smaller private repair shop for a fraction of the cost. At this point if there are any major issues to the engine or anything else it would be due to neglect of maintenance but there has never been anything shown that the vehicle has a bad engine or anything above a few minor recommended maintenance items due to age and miles. Thank you for your attention please understand we have exhausted our efforts to provide any service to this customer further.
  
  Next Step Auto Sales

  Customer Answer

  Date: 08/07/2023

  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, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  We are still dealing with trying to fix the issue with this vehicle out of pocket. The motor needs to be replaced and the warranty company that this dealership gave us won’t cover the repair because they deemed it to be pre existing before purchasing. A vehicle shouldn’t be brea**** down a couple of days after driving it off the lot. They left us stuck with a lemon and won’t do anything to help. This has effected my credit score and my mental health. I have never experienced such bad business. And they have been so rude and disrespectful to me just because they’re upset that I’ve complained when they’ve been untruthful about the repairs they said they’ve done to the vehicle. 
  
  
  Regards,
  
  ******** ****
  
  
  
  
   

  Customer Answer

  Date: 08/07/2023

  ting and caused further damage. The vehicle had 86k miles on it when it was purchased by me. Why is it my neglect of maintaining the vehicle? They did not manufacture the vehicle but they did resale it with false advertisement and a bad warranty. I’ve attached a video of the Jeep showing Evidence of a blown head gasket. It never did this before. Had they really replaced the thermostat like they said we wouldn’t be here. (And I’m the one that attached the photo of the invoice from ******* in my initial complaint, not Next Step..how else would Next Step have seen it. I also attached the invoice from *** *** *n the initial complaint.) After ta**** the jeep to ******r they gave me a diagnostic of a bad head gasket and possible warping of the pistons and block. I proceeded to take it back to ******* who confirmed that I needed a new motor.  They even quoted me on the cost of replacing the motor. So no, it didn’t just need some sensors replaced. The warranty company even said that the issue was pre existing. In conclusion, Next Step sold me a bad vehicle and left me to struggle with it. 

  Customer Answer

  Date: 08/07/2023

  Sorry, somehow the whole paragraph got cut off. So I’m resending it:

  It was only one time that I didn’t bring the vehicle in, not twice as they stated. And that is because it was in the other shop. Next Step kept messing around and not actually fixing any issues. All they did was keep driving it around and causing further damage and putting 90 miles on it for a “test drive”. So yes, I didn’t show up to ONE appointment with them because I wanted to have it looked at somewhere else instead of steady being told by Next Step that it was fixed and it wasn’t. And if they replaced the thermostat, then why when our recent mechanic ACTUALLY replaced it, it ran smooth for a few days? Because it was never replaced. Just as they’ve claimed to replaced the gas door, yet the new gas door is still sitting in a package inside the Jeep. The neglect and lack of maintenance was on their part because that thermostat that they claimed to had replaced was the issue with the overheating and caused further damage. The vehicle had 86k miles on it when it was purchased by me. Why is it my neglect of maintaining the vehicle? They did not manufacture the vehicle but they did resale it with false advertisement and a bad warranty. I’ve attached a video of the Jeep showing Evidence of a blown head gasket. It never did this before. Had they really replaced the thermostat like they said we wouldn’t be here. (And I’m the one that attached the photo of the invoice from ******* in my initial complaint, not Next Step..how else would Next Step have seen it. I also attached the invoice from *** *** *n the initial complaint.) After ta**** the jeep to ******r they gave me a diagnostic of a bad head gasket and possible warping of the pistons and block. I proceeded to take it back to ******* who confirmed that I needed a new motor.  They even quoted me on the cost of replacing the motor. So no, it didn’t just need some sensors replaced. The warranty company even said that the issue was pre existing. In conclusion, Next Step sold me a bad vehicle and left me to struggle with it. 

   

  Customer Answer

  Date: 08/08/2023

  Also, could Next Step please provide proof of me “disrespecting” and “abusing” their staff? Please pull up the car lot surveillance because at this point it’s slander. I’ve been nothing but kind and respectful to them. Meanwhile you have them hanging up in my face while I’m as**** them if they could send a cancellation form to the finance company.