Complaints

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************ had my car was towed to the Jackie Cooper Imports Dealership for repairs since it was the closest approved repair facility which was 6 weeks ago. When contacting them i was told they have to work around their scheduled apointments to get my car repaired which I understood and had no problem with. My car didnt start had no crank and the information screen displayed error code that werent their before the car woukdnt start, the radio display showed anti theft device activated.. I did sent a note with the car stating what the car was doing. I recieved a text saying it was most likely an electrcal issue and 3 hrs of diagnostic at $225 an hour were most likely needed. I stayed in contact with them and recieved a text that the battery had to be replaced. at a later text i was told that the battery compartment had water in it and they didnt want to replace the battery not knowing where it came from. That was resolved ince i kbew the answer. I also needed fusebox by battery and ground replaced. Ok i was given a quote which by then was already outrages $2200. Then to make matters worse no garentee that the car would be fixed. at this point i ask if it was even worth it to fix the car considering it had ******+ miles plus the age of the vehicle. They said their mechanic agreed saying it wouldnt make sense to put that much money into it. Now at that time the last text relating to the battery still was They didnt want to install battery because of watersituation, so I ask if they had a tow service or i would make arrangement and ask for a bill. I was in shock when i was told it was over $3000, which i cant afford, im on disability with limited income and had told the dealership this. i was so shocked that i said i be down saturday, i cant pay so i didnt go. I did take screenshots from time to time of the conversations, I did noticed that they were not the same as they showed now. ****** msg lets you change sent msg and the pictures show the msg were altered

  

  Business response

  12/09/2024

  We have released the vehicle to the client at no expense to her.  We had a lot of diagnostic time involved in this vehicle and that was, so far, the greatest expense.  We had replaced the battery and a fuse box that was failed to get further into diagnosis.  We do have documentation via text of the client authorizing that work.  With the fact that the car had so many more issues and that the car was not likely worth repairing further and water intrusion was found on both drivers and passengers front floorboards, housing electrical components, we removed the new parts that we installed and allowed client to pick up the vehicle with no expense to her.  We chose to comp the diagnostic and paid our technician on our own to move forward.  The client was pleased with the resolution.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I tried to contact Jackie cooper imports finance department multiple times within last two months, to inquire about the statutes of the check refund that should have been received from 3rd party gap insurance . I have even visit the dealership in person and asked to speak with finance department , however as on a phone I have been told that someone will get back to me , its been weeks and no one ever called me back . Jackie cooper imports was suppose to send the check that they received from 3rd party gap insurance the ***************************** to be applied towards my loan amount , as of right now they wont send the check or return my calls .no communication from their side.

  

  Business response

  08/26/2024

  This customer cancelled her third party warranty policy through the warranty company directly instead of through us.  Refund checks take 4-6 weeks to be processed by the warranty company and then is sent directly to the financial institution of the dealership as a deposit. Once the deposit was made and matched to her cancellation, a finance manager called the customer to notify her that a check was being processed by us to pay towards the loan it was financed under. The refund has been forthcoming and Customer is aware of where the refund is in the process.

  Customer response

  08/26/2024

  I have reviewed the business response and accept this resolution. 
  

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Well I told them hey does the sun roof open ****** the sales man said it goes all the way back dont open it we will get all wet . The engine said check engine . The car broke down the next day I said I wanted my money back ****** laughed at me said *************** it is not going to happen . Car would not go over ***** miles per hour would not switch out of 5 th gear I said I wanted my money and car back told no well had to argue well I finally got my car back and money back but they titled car in ******** I reside in KS told them I want my title back well they switched it . **** at ******** state said they didnt need to title it and could of apply for duplicate title or should of tuned it in to lemon law or not titled it at all

  

  Business response

  02/12/2024

  No response needed. We unwound the car deal and gave her money and trade back. She is now in a legal battle with a local dealer in ****** where she lives. We have concerns over her motive for purchasing a vehicle anywhere and due to her legal battle, we want to abstain from writing any further comments for a deal she backed out of and we already solved. 

  

  Business response

  02/12/2024

  Business

  Most Recent Message

  Date Sent: 2/12/2024 1:11:05 PM
  No response needed. We unwound the car deal and gave her money and trade back. She is now in a legal battle with a local dealer in ****** where she lives. We have concerns over her motive for purchasing a vehicle anywhere and due to her legal battle, we want to abstain from writing any further comments for a deal she backed out of and we already solved. 

• Initial Complaint

  08/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  transaction date 8/6/2022 I agreed to pay 22,259.00 for a nissan altima but while in the finance dept the finance associate lied to me about my interest rate so that he could add on a $2500 warranty that I did not agree to. I agreed to a warranty that was 60 mo. up to an additional 60000 miles for $11.65 per mo which does not equal to $2500. Quote "based on my credit score of 810 the best rate I qualify for is 7.1 percent" end quote. My confirmed rate was actually 4.99 percent, he then added the difference of the monthly payments to the total selling price of the warranty without my knowledge or my agreement giving him a commission based on false information that he provided to me. I know this transaction was videotaped and if reviewed will reveal that he lied when asked direct questions.

  

  Business response

  09/29/2022

  Business Response /* (1000, 5, 2022/08/09) */ We made contact with Mr. ********, explaining the charges and how the transaction occurred. A resolution was made by the General Manager and Mr. ******** as of 8/8/2022.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had a piece of trim that blew off while driving down the road. Jackie Cooper replaced this for me and approximately 15 months later it blew off again as well as another piece. I reached out to service manager *********** who asked me to send pictures, which I did. This was on 4/12/22. He did not contact me at all until I reached out again on 5/10/22, almost a month later. He then said his phone was not connecting to mine. Not sure what that means. I text him on 5/17/22 and asked if he was going to replace the parts and he said that he can't just replace them but that he could get them at his price and install them for free. Reluctantly, I agreed and asked the cost and when I could bring in my car and he said let me check my notes. I text him again a month and two days later and have heard nothing. Customer service at this business is horrible. They ignore their customers and act like they have no intention of actually resolving a problem which is most likely due to the parts being installed incorrectly in the first place.

  

  Business response

  07/27/2022

  Business Response /* (1000, 5, 2022/07/15) */ We have reached a resolution with ***********. The trim part failed 15 months after install. While we don't know why the part failed, as it isn't available to look at, there is evidence that the part was installed correctly--the clips that hold the piece to the vehicle are still attached to the vehicle. As the part failed due to unknown reasons and 15 months has elapsed, the part no longer is under warranty. When notified of the part failure, with good faith, we offered the replacement part at our cost and with no additional cost to install it. Mr. ****** currently has an appointment scheduled, at his earliest convenience, in order to have the part installed. Consumer Response /* (2000, 7, 2022/07/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩