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:09/09/2023

  Type:Billing 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 voluntarily gave my car back and they are giving me a a repossession on my credit report. It should be a voluntary repossession. Also they charged me to have the car towed for 181.87 which they did not tow. It was driven on the highway of **** with no license plate. I watched it get on the freeway with no tow truck involved.

  Business Response

  Date: 09/20/2023

  Unfortunately, as far as credit reporting goes, if it is voluntary or involuntary reposession, if you "give your car back", that is a reposession.  That is how it will be reported to your credit report.  Also, there was no tow fee.  We had our drivers pick up your vehicle when you told us to come get it.  That $181.87 was accrued interest on your loan.  We did not charge you anything to send our drivers, pay for them to come get it and bring it back to us.  That was 100% paid for by RWB. If you have any other questions, this can be easily explained to you by our Customer Relations department.  

• Initial Complaint

  Date:07/11/2023

  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.

  On June 20.2023 I Came Across Red White And Blue Auto Online,After Searching For A New Car Ti Purchase. I Filed Out The Credit Application To See If I Was Approved. After Being Approved A Young Lady By The Name Of ******* *****, Gave Me A Call To Discuss What Was Needed Next. After Sending All The Required Documents I Was Then Told To Be A Red White And Blue The Next Day. I Had Already Chosen A Car And Added The Car To My Insurance So That Way I Could Just Pick Up The Vehicle And Go. I Arrived At RWB Around 15 Minutes Earlier Before My Appointment. It Was A Pleasant Experience, Very Welcoming To Say The Least. When I Reached To ******* She Stated To Me That The Battery On The Vehicle Needed To Be Changed. *** Whom Is The Service Guy Was Going To Change It. Before Signing Any Paperwork I Ask Is The Battery Changed I Was Told Yes By ******* *****. So I Continued To Sign The Paperwork, By This Time I Had Already Signed The Paperwork And Test Drove The Car. When I Was Going Out To Leave ******* Stated To Me That The Battery Was Not Changed, Because The Battery Is Under The Seat They Need A Special Piece To Open That Compartment. She Stated That She Would Have Me Come Back When The Piece Arrived To Change That Battery. Fast Forwarding To June 28,2023, Between The Time Purchasing The Car, I Received Multiple Calls In Regards To My Account Or Whatever Other Discrepancies They May Have Had. In The 7 Or 8 Days Of Me Having The Vehicle None Of The Calls We’re To Fix The Faulty Battery. Driving On The Highway About A Hour And A Half From Where I Live, The Check Engine Light On The Car And A Lighten Bolt Appeared On The Car. I Called And Spoke With Robert Who Is The GM He Stated That He Would Have The Car Back Last Week. Last Week ***** Called And Told Me The Car Was Ready For Pickup And The Other Car Needed To Be Back No Later Than Friday. When I Am Almost At The Garage They Told Me I Don’t Own The Car And Can Not Pick It Up

  Business Response

  Date: 07/12/2023

  *************************** purchased a ****, stock number **** from Red White and Blue Autos on 6/21/23. On the day of sale, the vehicle needed to be jumped as a battery sometimes gets low from not being driven. The intent was to change the batter out just to be safe. As the sales documents were being finalized, we realized we didn't have the tools necessary to access the battery.  We were confident the alternator would charge the battery once driven and that is exactly what happened as the batter never needed to be replaced.

  On 6/29/23, 8 days later, which proves the battery was ok,***** called our service center and stated the lightning bolt lit up on the dash and the car will no longer run.  She was given the phone number for ******* towing. She decided not to call for a tow and instead drove it to ***** ****** garage. The light on the dash was not related to the battery, the car was overheating and driving it to the garage caused things to melt.

  The vehicle was diagnosed and needed a new Radiator, Oil cooler and the AC  needed to be recharged. All of these expenses were going to be paid for by RWB Autos since the purchase was recent.
  On 6/30/23 Tamia called in and stated, I do not want the car, I have kids and cant be stuck on the side of the road with my kids.  We explained the sale was processed and it was too late to cancel the sale.
  Faced with an unhappy customer we did what very few dealers would do.  We agreed to trade her out of the **** and into another vehicle.  On Saturday 7/1 she came into the dealership and Traded the **** for a *** ******** We did all the paperwork and took back possession of the **** that was still at ***** ****** garage being fixed but was now our problem. 

  On 7/3 ***** calls back into the dealership and now states she would like to trade back into the **** once it is fixed at the garage.  The answer to this should have immediately been No but, I said I would consider it. Somewhere in all this back and forth the vehicle was done at the garage.  We considered having her pick it up at the garage and bring the *** back to us. She called and stated she would not bring the *** back but would leave it at ***** ****** garage for us to pick it up.  At this point I realized she was about to go pick up a vehicle up that she no longer owned, she traded it in on 7/1, and she had dropped the insurance on the **** and put the *** on her policy.
  This is when I called off the idea of trading her back into the ****.  She was told she had to stay in the *** and is now upset.  We also discovered that she left a gallon of milk in the ****, at the garage, which exploded in the summer heat then the maggots set in.  We are paying a third party to try and clean it.

  The extent we have gone through to try and satisfy ***** has been above and beyond. 

• Initial Complaint

  Date:03/18/2023

  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 have a 2011 ***** ******* that im making payments on through Red,White , & blue auto . For The last 3 months the car has been unable to be driven which I did let them know about . I brought the vehicle to a mechanic who determined the cars engine was no good and timing chain is no good . We let red white and blue know but they will not repair it without the full almost $6000 for the engine . Their reason is because of payment history but we did not payment history problems until my husband had a heart attack and I had precancer cell surgery to which put my husband out of work. We made payments and have been making payments up until this point. Nonetheless they still refuse to do a side note so leaves us no choice to have them come get the car . Its no good with a bad engine . Also the car had engine repairs done before by red white and blue which i have paperwork for . The catalyst converter was no good went through about a month or more of hassles with that and the service center . Eventually getting it fixed right but returning with no heat working. Now they wanna ruin my credit saying it is a repo and that is not the case it is not a repo its a junk blown engine . I think it is unjust to ruin someones credit when there are other options they are just being difficult. I would like this matter resolved one way or the other . Keep the car and they do the repairs and side note or they take it back without ruining my credit over a blown engine .

  Business Response

  Date: 03/31/2023

  ***** and ******* are out of warranty on their vehicle.  We've been back and forth with ******* over the past few months, working with him to get his account up to date and not be sent out for repossession.  We were able to defer his payment but since he is out of warranty, he is required to pay for the motor.  We cannot give him a free motor so we require that he pay for his Here are a few of the last few phone calls with ******* (since November). 
  
  11/25/2022 ******* called in stating he was working as a flagger and didnt get called out and only had 1 day pay. Stated he was still trying to file for unemployment but his old employer was fighting him. Stated he had 2 interviews and was applying for help for veterans. Follow up was scheduled for 11/30/22
  
  11/30/22 Called ******* he stated he had a phone interview on 11/29 and he was waiting to hear back, also stated he had an interview that day at noon. Stated he was ale to get help from the VA, they sent a check out 11/29 to arrive at his house by end of week, once cashed he would be making payment. Again stated ***** cannot use her disability towards payment because they have other bills that she uses it for. Asked for documentation of assistance from VA ******* stated it was all done via phone and had no documentation to supply.
  
  12/2/22 Account was past due - ******* emailed that the assistance from the VA did not come yet, that he was hoping to have it 12/3 or 12/5 at the latest. Stated he got a new, better paying job and would be starting 12/2. Customer did attach offer letter. We did forward all documentation to the Finance company to see if we would be able to offer him a deferral once he started new job in an attempt to keep him in vehicle. Customer also stated he would be paying minimum of $500 when check from VA came
  
  12/6/22 Account was 18 days past due - emailed ******* letting him know the finance company could not approve a deferral until there was a consistent payment history on the account. ******* asked about refinancing, we let him know we don't do inhouse but provided him with payoff information if he was interested in looking for outside lender. Asked if customer could make a payment of $77.66 towards past due balance to drop days past due down and pay the remainder of the payment from 11/18, and then a payment and 1/3 starting 12/23 (first pay date from new job) to bring account current. Customer stated he was struggling to afford both and was asking questions about voluntarily surrendering his other vehicle with us.
  
  12/7/22 emailed ******* again to see if he was able to commit to payment arrangement
  
  12/8/22 ******* replied that he didn’t have the $77 and couldn’t pay anything until 12/23. Explained to ******* again that if he able to commit to a payment arrangement and make a month of consecutive payments we would ask for deferral again.
  
  12/15/22 emailed ******* letting him know account was now 27 days past due and we needed to know what his intentions were, he replied that he had absolutely no income until paychecks start coming in, and was still waiting on unemployment. Customer stated he would try and borrow the $77 from his son to drop days past due down
  
  12/16/22 customers son called in and authorized a $77 charge with his card. ******* and ***** were to speak over the weekend and figure out what payment arrangement would work best for them.
  
  12/19/22 emailed ******* to see if he was able to commit to a payment arrangement
  
  12/20/2022 ******* called in and stated that he isn't sure he would be able to pay the ***** on 12/23 when he gets his 1st pay because he wasn't sure how much it would be. He asked about amending contract to weekly, explained to him that we can't amend it with a past due balance, but if he is getting paid weekly we can set up a weekly payment arrangement.
  
  12/21/22 Still no reply on a set payment arrangement, emailed ******* asking since he was not able to pay on 12/23 if he would be able to make 1 full payment 12/30 at which point the account would be 28 days past due.
  
  12/28/22 Still no reply from customer, emailed again to let him know by the 30th the account will be 28 days past due and we would need 1 full payment to keep from being sent out for repo
  
  12/29/22 called customer, someone picked up and hung up. Sent another email attempting to get a payment arrangement set up. ******* emailed me back and stated that him and his wife were discussing things and came to the conclusion it just wouldn't work, said he had a small paycheck this week and would only have 1 day paycheck the following week due to company shut down. We let ******* know we had exhausted all of our efforts at this point and would need 1 payment to keep the vehicle from being flagged for repo if he was not voluntarily returning it.
  
  12/30/22 ******* called in and stated he was going to speak to his wife again, he stated the vehicle does not run and he knows they won't have funds to pay to get it fixed. emailed him again a breakdown of the payment arrangement we would need to keep it from being picked up as a repo
  
   12/30 - PAY 233.60
  1/6 - PAY 166.80
  1/13 PAYMENT COMES DUE +233.60 BUT PAY 166.80
  1/20 - PAY 166.80
  1/27 PAYMENT COMES DUE +233.60 BUT PAY 166.80
  2/3 - PAY 166.80
  2/10 PAYMENT COMES DUE +233.60 BUT PAY 166.80
  2/17 - PAY 166.80
  2/24 PAYMENT COMES DUE +233.60 BUT PAY 166.80
  3/3 PAY 109.53 BRINGS ACCOUNT CURRENT AND THEN CAN AMEND TO WEEKLY SCHEDULE
  ******* did agree to pay the $233.60 on 12/30 and the payment arrangement above.
  
  1/6/2023 – 1st promise to pay in payment arrangement was broken.
  
  1/9/2023 – emailed ******* reminding him of the payment arrangement and that it would need to be kept in order to keep vehicle from being sent out for repo, let him know the promise from 1/6 would need to be paid today in order to keep it from being sent out for repo. Customer paid and the promise to pays were added back to his account.
  
  1/25/23 – customer kept rest of payment arrangements that were set up in January, emailed finance company again asking for a deferral
  
  1/31/23 – finance company approved deferral, emailed ******* letting him know. Sent ******** to defer past due balance and amend contract to weekly going forward.
  
  1/31/23 – got signed ******** back, deferred payments through 2/3/23 and removed rest of promise to pay’s from account

  Customer Answer

  Date: 04/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
    Their response is a blatant lie . Never once did we ask not expect a “Free engine” as stated. We had our own mechanic look at it and contacted the car lot service center to see what and how they wanted to proceed. They stated we could do a side note which is payments on the engine ontop of our normal car payment. They also stated for our mechanic to get them pricing. We did that and then all of a sudden the story changed to no they won’t do payments and they wanted to charge $6000 for the engine. We then said thats not possible and the engine is more than what the car is worth. Also reminded them the trouble we had with the engine in the past only a month into having the car. That in itself was pure hassle getting fixed and I have all the paperwork on that still . 
  
  As far as their payment response which I am unclear why they decided to speak on that when I was clear in complaint .. They deferred only $230 dollars. We worked hard to bring our payments current up till the engine blew. As stated my husband had a heart attack and I had emergency surgery putting us out of work. I also have the documentation and provided all documentation requested by the car lt o them.. Anyways as stated I do not agree them ruining my credit or forcing it to look as a repo when that was not the case . I stated I would do the side note payments , have the engine repaired and continue making my payments. They refuse then stated they will pay the $6000 to repair the car and resell it anyways.  So They will do all that but not work with us to pay on the engine and continue making our on time payments  and then try to ruin my credit and make it as repo . Makes zero sense to me . Here is the paper they sent me this past week attached. Also we have another car through them that is almost paid off so we have been long time customers. And upon rereading the letter they sent they also lied in there as well . They DID NOT repo the car After arguing with them I told them to come get it . So the car was not reposed at all and I did not break any contract as I was willing to work with them and pay . 
  
  Regards,
   
  *********************

• Initial Complaint

  Date:02/17/2023

  Type:Billing 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 have a 2012 ***** ******* and my insurance was fix to make both my collision and comprehensive is set at $500. They charged me twice with a CPI and took extra out of my account without my authorization. I want both CPI but back into my account. They are lucky i have until next year with this truck or I would have already sent it back. They lie about everything.

  Business Response

  Date: 02/28/2023

  We received notice on 1/27 that ******'s deductible was $1,000, which ****** is fully aware that her contract requires her to have a $500 deductible. We let her know that CPI (Collateral Protection) was added and that we need her deductible to be $500 or less. She insisted her insurance was correct and that she wasn't going to do anything. We sent her a copy of her insurance showing the $1000 deductible.  We asked her to send us the updated information. On 2/3 we asked again for the information because we still haven't received it. On 2/6 we received the updated and correct documentation and CPI was removed from the account. When the RWB representative removed the CPI, she did not remove it from her recurring payments and a payment did process with CPI. We immediately voided the payment so the hold would be released on those funds. We followed up later that day to make sure we could process her normal payment which we did. ****** had one CPI payment that she paid with her 2/3/23 payment. This payment was owed because her deductible was $1,000 on that date. We didn't receive her updated insurance until 2/6. The second CPI payment was our error and corrected it immediately. 

• Initial Complaint

  Date:01/31/2023

  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.

  Got the car about a year and half ago. Have had nothing but issues. I asked a few times to get a different car due to being a single mother with only one income. They said no not till the price is paid down. The radiator needs replaced the garage want all but 900 dollars to do it on top of a head gasket is going out transmission and motor mounts needs a thermostat and thats only some of the work that needs done. As the garage was looking at the radiator they took notice to it being bent. Within a year and 4 months maybe having the car i didnt bend nor ruin the radiator for me being the one to have to replace it. In the condition the car is in ***** blue book as hit listed at about 5 thousand they are charging me 14999. Just for the car with the tacxes tags and interest im paying 19 thousand for a car thay hasnt even ran right since getting it.

  Business Response

  Date: 02/07/2023

  After speaking with the customer, it was determined that we never received a quote of the work she needed done.  We asked the shop for another quote and almost all of the items on the list were a warranty item, which would have been covered 100% (no deductible). Any other time the customer was in our shop, we covered everything 100%, there was never an out of pocket expense.  One item, the radiator, was not covered under warranty and we said we would goodwill that and she can just pay for the seals which would be about $240.  The customer told us to keep the vehicle, she wanted to take the repossession, and she purchased a car elsewhere. At this point, per the customers request, we are moving forward with the repossession. 

  Customer Answer

  Date: 02/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Lakes called them with an estimate to fix the radiator that doesnt fall under warranty! But now you wanna say the radiator and thermo stat is covered. After being told id have to pay all but 900 dollars. Paid dor them to have pressure tested because yous would not cover that! I would not go to ******** buy a radiator. Have my garage tear the car apart only to find out ******** ordered the wrong one. And have to return it and have the car put the old one back it in. After not driving the car due to not having money to replace the radiator because the radiator it self is over 200 dollars plus more antifreeze. Now that i dont want a single thing to do with red white and blue they wanna say they will cover everything. Just take the car and dont ruin my credit that is what i want! Not a repossession!!!!!!!!!!!!
  
  Regards,
  
  *********************

  Business Response

  Date: 03/17/2023

  We spoke to here again.  We are moving forward as a repo. We offered to cover everything but the seals which was a cost to her of $260 plus tax. She said she already purchased a vehicle that she paid cash for. She just didn't want this to hit her credit because of the issues she said she's been having.  Unfortunately this is a repossession and must be reported to the credit bureaus correctly, as we are required to report correct information. 

• Initial Complaint

  Date:08/27/2022

  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.

  I got a car in november 2021. Ever since having the car i have told them there is something wrong my break light would come on my seat belt attached indicator did not work properly. I have called multiple times and told them there were so many issues with this car they would send me numbers for garage is to call them taking the car to the garage couple times for them to tell me they would need to keep the car for long periods of time I asked red white and blue if there was something they could do for me as I cannot afford to not have a car on things that shouldve never been allowed to be sold to me it is to the point now the car is no longer usable and every time I try to talk to them or get the issue fixed they ignore me or they send me on the roundabout I have been calling them for the last three weeks straight my car is under warranty they are not helping they wont give me answers

  Business Response

  Date: 09/07/2022

  Customer bought the car on 11/06/2021 with 90382 miles on it. First call was on 12/01/2021 regarding brake light coming on and a shake when heat it on. No record of her taking it to a shop like we asked her to do. Called again on 01/17/2022 that there is a lightning bolt on dash and sounds like a motorcycle, she had at our shop on 01/20/2022 we paid to replace the throttle body and air box (NO COST to customer). On 01/19/2022 called sales stating that her friend told her that something is wrong with her car and she wants out of the car and that she had an appt with a garage. No records of her taking it to a garage.
  
  On 02/08/2022 she took her car to a garage and told the garage that whatever was wrong with the vehicle only happens in the morning when it is cold, so the garage told her that she can leave it overnight so they can see what happens when cold and she said that they cant have her car overnight.  She said she was gonna contact her lawyer.
  
  On 02/18/2022, we paid to replace 2 wheel bearings.
  
  On 08/17/2022 she called in to our service department and said that she needs a trans and axle.  We told her that they are warranty items (NO CHARGE to the customer) and that she should get us a quote so we can get the job scheduled and paid for.
  
  On 08/27/2022 she called in saying that her engine fell out and brake don't work correctly, said she had it towed to a garage (they wouldn't work on it), told her that I would have it towed to Haven on Monday and she said that if she don't have her car back by Monday afternoon she would contact a lawyer and BBB. We got her car towed here and it needed a right front axle we replaced under warranty (NO CHARGE to the customer) The transmission, brakes and engine were fine.  Also told her that she would also need rear wheel bearing and a stab link she said she would call back when she had the money to fix that. Also was 4000 miles over an oil change!
  
  On 08/31/2022 called stating that there is water in her door asked to get it looked at and send me a quote.
  
  This customer put 20,803 miles on the vehicles since November, only had a shop 3 times for issues. Wanted out of the car since January.
  
  We also put $1313.56in goodwill work into this vehicle.