Complaints

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The dealership did not inform me about a safety issue with a car door not opening from the inside. I did not learn about the information until I had a passenger with me and they were not able to exit the car. The dealership told me they put in a new battery for the car but a month after having the car the battery died and the mechanic I took it to told me that the battery is a factory battery that has never been replaced. The dealership showed me something that they were throwing in for free that would give me discounts on things like oil changes that is good for 5 years but did not write a start date on it so I don’t know when it starts. When they also showed me a warranty that they said they were giving me and made it sound like the warranty was free just like the other thing they showed me. It wasn’t until a week after I purchased the car when my mom pointed out that there was an extra $3,750 charged to me for the warranty that they gave me. They also claimed the warranty would cover any issues including battery but the warranty only covers $100 of the new battery I had to get. I called the warranty company about canceling the warranty for some money back and they told me to call the dealership. When I called the dealership they hung up on me and every time I call back they do not answer my calls. In short the dealership lied to me, withheld information, and I feel as if I was scammed. The amount I put in the following box includes the down payment I paid, as well as the loan that was taken out to finance the car.

  Business response

  03/18/2024

  I went back and looked in our records and we have no record that there was a problem with the passenger door opening from the inside. The customer test drove the car before purchasing and signed an AS IS agreement. With that in mind it is a used vehicle and things can go wrong. When a customer has a complaint especially something this minor we would welcome to resolve it in house. I do not have record that the customer gave us the chance to resolve the issue before submitting this on the BBB. The customer was very satisfied with the vehicle they purchased at the time of sale after test driving it and looking it over and inspecting it themselves. We pride ourselves as being different than other dealers and try to resolve all issues with customers. I cannot speak to the sales person stating that there is a new battery in the vehicle, I was not present throughout the entire conversation. We do generally warranty that the battery is good for 30 days and if it is a dead battery we would replace at wholesale cost which is usually around $100-$125. The warranty sold on the vehicle was clearly stated and told to the customer about. The customer signed multiple documents that showed the price of the warranty, Bill of Sale, Contract agreement, warranty verification paperwork, finance agreement. The customer also received copies of everything signed. I can upload these documents or the customer can simply check their folder to view the documents they signed and agreed to.
  
  If the battery was replaced within 30 days of the sale, we will abide by our inhouse agreement to replace and refund $125.00 to the customer. We appreciate the customer and thank them for being a customer and they are more than welcome to stop in and speak to the owner. However, we cannot control what happens after the sale, that is the reason we offer extended service contracts and customer purchased one.

  The warranty starts on date of purchase, it is effective immediately. I do not have an documentation that supports their claim that they contacted us to cancel the warranty. If they do cancel they will forfeit any future coverage on their vehicle and will be responsible for any issue be it major or minor. This was all explained to the customer at the time of purchase and they wanted the peace of mind and purchased the extended service contract. If they wish to cancel, however, that is their choice. They would call the warranty company and inform them of the cancelation at which we would receive a letter with instructions on how to refund the customer. Depending on the lending institution, it may be reduced from the balance, otherwise they would get a check for the prorated amount.
  
   
  
  
  Thank you,
  
   
  
  Mohammed O***

  Customer response

  03/18/2024

  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.
  

  The issue with the door not opening from the inside was an issue I did not know about until I had a passenger in the car. I was alone when I test drove the car no one was with me so no one was in the passenger seat to use that door. When I finally did have someone in that passenger side door that is when I found the issue the door had never been used from the inside until that point. I have since gotten it replaced as shown in the previous complaint.
  I contacted you guys before contacting the BBB multiple times. On November 7th I signed all the paperwork and while signing the paperwork I was given a paper showing me 5 months plan to give me discounts on things like oil changes. The lady who helped me said “we’re throwing this in for you free of charge” and I accepted it. Then she showed me the service warranty and said “we’re also throwing this in” making me think that it was also something she was throwing in free of charge by using her words and one actual free thing to manipulate me into thinking the warranty was free.It wasn’t until November 8th when I was filing all the paperwork for the car that I noticed an extra $3,000 charge on the receipt for the car. That is when I called you guys and asked what that 3,000 charge was for and the lady who answered me told me it was for the warranty. I said I didn’t want it and she was constantly cutting me off not letting me finish my sentence and being rude telling me I should’ve noticed that before signing the paper. She also told me it covers everything it lists fully and didn’t tell me there was an option to cancel it before she ended the call. Cut to December 26th I pack my car and am going to head to see family for Christmas and my car doesn’t start doesn’t move doesn’t do anything. I call a tow they took me to a mechanic and that’s when he tells me that the battery I have was a factory battery. I think back to when I was checking the car out and was told it had a new battery in it. I then had the battery replaced and was told the warranty I had would only partially cover it not fully cover it like I was told. After that I did call the warranty company and when I talked to them about canceling they said I had to talk to you guys about it since I made the contract with you. So I did I called your business and told them that I wanted to cancel the warranty I had on my car and the gentleman who answered said “let me get someone for you” and placed me on hold. I was on hold for about 10 minutes when he came back and said that no one was there to talk to me about canceling it and that I would get a call back about it since they had my number on file. I received no call back and had called again but no one answered when I tried calling after that conversation. 
  
  I am willing to look past the door and the battery since it was passed 30 days when I got them fixed so you probably won’t do anything for me in that regard. But what I will not let go of is the warranty that I was lied to about. I do want a full refund and a cancellation of the warranty that I did try and cancel. If you refund the $3,000 onto the loan and cancel the warranty I will be happy.
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  02/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a Mercedes-Benz from this dealership and all my paperwork and the odometer in the car stated that the mileage was 76,962. A couple of months later I had a light come on in my instrument panel and I took the car to a popular parts store to have it scanned. The mileage shows up at 122,667!!! I contacted the dealership they never offered to do anything to help me. I also purchased a Car Fax that did not show any fraudulent odometer readings. So now each is blaming the other and I am stuck.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a **** ***** ***. There were 2 transponder combo keys. One operated the outside buttons and started the car. The other one only started the car. They switched out the batteries and said if that did not work, they would take care of replacing them. The next day, I drove it somewhere and found out that the driver door would not open manually or with the key fob. You have to climb over to the passenger side or roll down the drivers window and pull the outside handle. After checking with locksmiths and looking at the actuator, it still was not opening.. next they took the car to the ***** dealership. ***** techs said they had to buy 2 new keyfob/transponder combos and pay to have them programmed. Our dealer told us that it was going to be too expensive for them to cover it in the deal. He offered to pay the programing fee but said most cars are only sold with one key due to cost. I can't keep getting locked in. What if there is an emergency? We could exchange it for a simular one but that would be expensive too.

  Business response

  07/26/2022

  Drivesmart Auto Sales
  ###-###-#### 
  7728 Tylers Place Blvd., West Chester, Ohio 45069 
  

  To Whom It May Concern, 
  

  Please let this letter serve as our official response to Complaint #********. Immediately upon hearing from the customers, we immediately took the car to our certified technician. He was unable to duplicate the problem stated by the customer. The customers stated they were still unhappy. The General Manager personally spoke with the customers and did offer to program the key as the customers stated in the complaint, HOWEVER, the reprogramming was to be done on a new key which we offered to purchase. The customers were still not satisfied with this offer. We then offered to exchange the vehicle for the customers just like they have claimed in the complaint. The customers again were not happy with the solution offered to them. 
  

  We believe we have done everything in good faith to assist the customers. Since they have declined every attempt we have made to appease them, we consider the matter closed. 
  

  Regards, 
  

  Tim B***** Operations Mgr 
  

  
  

*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. ↩