ComplaintsforCarShop

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Once again, not happy with CarShop. The last time I was there I had an issue with the service, however, the manager called me to try to make it better and asked me to give them another chance. So I did. My car broke down Tuesday, after 5 hours of dealing with a tow truck I was able to get it towed there. It was there when they opened. I got a call early saying they had it and would take a look and let me know what was wrong. (I bought the car from them). I waiting till about 1:30pm and called back, was told they did not get a chance to look at it yet. Said I didn't have an appointment so I would just have to wait. I said yes, I realize that, but my car did not make an appointment to break down either. I called again around 4:30pm to see if there was any info, they said no, but definitely tomorrow. I said that is fine, I get they were busy. So the next day I waited until after 10am and called again, I was told someone would call me back. I waited until 1:30pm still no call, so I called back, was told the service manage would call me right back. He did call a few minutes later to tell me I needed a new engine and it would cost about $10,000 with labor and tax, they could get me a used engine with 79,000 miles on it for $6,000. My car had 86,000 on it. So I said that seemed like a lot and I was not sure I wanted to spend that much. He said they could give me an offer to buy the car if I bought one from them. I said ok, have someone call me. He did suggest I call *** and see what they had to say. I called *** in West Chester and spoke to a wonderful woman. When I explained to her my situation she said I don't know where your car is but get it out of there, She said *** could put a brand new engine with no miles on it in my car for less than $6,000.00 She also said she would see if there were any recalls on my engine, there was a recall and she was a great help in getting that taken care of for me. She said to have the car towed to *** and they would take care of it. I called CarShop back to question them about the price of a used engine. I was told that they did not have access to *** parts and had to take what they could find. However, I was told by the *** dealership that they order parts from them all the time. Now they may not get the manufacturers price but they surely could get a better price than $6,000 for a used engine. Honestly I am truly disappointed with how things went down with CarShop again. I really liked them in the beginning, but not sure I will go back after this. How someone could offer a used engine for $10,000 and the dealer can offer a brand new engine for $6,000 is just price gouging as far as I can see. Its a shame, they have really gone downhill since I purchased my car there 5 years ago.

  

  Business response

  06/28/2023

  ******, thank you for taking the time recently to talk with ************** –  General Manager of CarShop Chester Springs - and sharing your concerns.  Our goal is to deliver a world-class Service experience for all of our customers and in your case, we simply fell short of this goal, and we apologize.  We take your concerns very seriously and are using your experience as a training opportunity to help improve our customer experience in the CarShop Chester Springs Service Department.   Please feel free to reach out directly to our Service Manager or General Manager with any future questions.  We welcome the opportunity to serve you again.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car and warranty after 7 breakdowns they refused to honor my warranty that I still am paying as part of my carloan

  

  Business response

  06/19/2023

  ********************, we understand your frustrations with your extended warranty contract. Normally, purchasing an extended warranty contract adds peace of mind for your vehicle.  Unfortunately, our hands are tied per the Limits of Liability section of your contract, as the language in that section states:  The total of all benefits paid or payable under this Contract shall not exceed the price You paid for the Vehicle, excluding charges for tax, title, negative equity, license, and finance and insurance products.In no event will Our liability for an individual repair visit exceed the retail value of the Vehicle as state in the current online ************************************** (*******) pricing guide immediately prior to the Breakdown, less any Deductible.  We would absolutely work with you on a trade valuation,if/when you are ready, as our Hatfield  General Manager (*********************) recently explained to you over the phone.  Please reach out to ***** with any additional questions or if we can be further assistance in finding you another vehicle.  Thank you, CarShop.

• Initial Complaint

  05/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1st time buying a vehicle, I was pleased, 2nd time not so much. When I purchased the vehicle it didn't come with a 2nd set of keys. They asked me to bring the vehicle back and they would have one ordered. I explained to sales person at the time, I lived 2.5 hours away and I was getting ready to leave for CA for my next travel nurse contract. They then provided me with I owe you voucher. In March after returning home from my contract I went had a key made, send the I owe you memo and copy of receipt, sent it to office certified which they signed for March 27th. Then I was contacted and told the I owe you has an expiration day of 30 days. I explained to ******* that I explained my situation to them before I left, she said she would reach out to manager to see if she could do something. She sent me an email saying they had 250.00 on the account for a key (which I paid 318.00) and said they were working on cutting a check. Weeks later April 26th, I received a call saying my receipt wasn't good enough that they needed something else. I explained that's what the dealership gave me, told her to contact the dealership herself and see what else they could send them. I also called the dealership and asked them so please email ******* with any other documentation about they key. Last week I reached out to ******* to see the progress and she sent me an email saying that she can no longer help, stating, "I'm sure the GM left his contact info with you". I responded to her email saying I don't have the GM contact info, she has yet to respond to 2nd reply. It's now going on 2 months. I made the deposit on this vehicle a whole week before I picked it up, they should have made sure 2 sets of keys were made available. At this point it's just the principle and the lack of communication. This will definitely be my last vehicle purchased from here.

  

  Business response

  05/31/2023

  The customer purchased her vehicle ( 2022 ********** ******) on Oct. 15th 2022 and at that time was issued a WE OWE for a second key.  ( signed form attached )
  

  Regrettably, the customer did not follow up on the we owe until March 23rd 2023 at a ** store in Pa . When she contacted us in March for reimbursement , she was reminded that she was well passed the 30 day execution period for a we owe . The customer mentioned she was a traveling nurse and was away – unable to take care of this any earlier than she did . It was suggested by a Carshop manager that $250 had been accrued at the time of sale for the key and because of the type of work the customer does, it would be a nice gesture to offer that amount even though so much time had passed.

  We then asked the customer to produce a paid receipt . She did send us the copy of her repair order and we processed an in house check request on her behalf . Our accounting department requested a copy of the PAID receipt . We asked the client for a copy, which unfortunately she was unable to produce . The customer  “ directed “ us to get the paid copy from the ** dealer  ( obviously the ** dealer wasn't going to surrender her receipt to us ) claiming that what she had forwarded is all there is .

  Unfortunately, that conversation ended with her offering choice words and hanging up on one of our associates.
  
  Also, it should be noted that we  have attempted to reach the customer  via her cellphone however each attempt went directly to voice mail . Regrettably, we were unable to leave a message, due to the mailbox being full .

  With regard to the key reimbursement, we are at a loss as to how this situation has gotten to this point . We believe we indicated very early on, that we were willing to assist and made exceptions to policy as quickly as possible . When a company is a part of a ******* *** organization, one area that can not be compromised is accounting and record keeping . Publicly traded companies must adhere to stringent accounting practices . This is why we requested that a receipt, showing the total purchase price of the key as PAID, be produced . Although we tried, another repair facility is not going to share a client’s records/information with a third party . This made securing the paid receipt from the other dealer unrealistic.
  

  We have also sent an email to the customer stating - should  you wish to discuss further, please indicate a time when you can be reached and we will attempted to contact you at that time . We have not received a response from the customer as of this post.

• Initial Complaint

  04/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a van from this business and bought an extended warranty as well on 12-06-2023. I cancelled the extended warranty few days later on 12-19-2022 The iisuer of the extended warranty is ********., Mailed the refund to carshop on 02-15-2023. So far I haven't received my refund and their finance manager is avoiding my calls and not responding to my messages. I called several times and can't get anywhere. They owe me $3050.00

  

  Business response

  04/26/2023

  ********************** comments are correct and we have spoken to him and apologized for the delay in getting the check cut to his lender.  The lender would not confirm the amount of the payoff and we did not know if there were going to be any admin fees required.  Once we received a response from the lender, we cut a check for $3,051 on 4/4 and that check was cashed by the lender on 4/24.  We also apologized to ****************** for the lack of timely communication on our part. The lack of timely communication is unacceptable and we have had an internal discussion about this to ensure that it doesnt happen moving forward.  We use these lessons to put processes in place to improve our guest experience.  We missed the  mark on this one but will do all we can to earn Mr. ******** confidence back.

  Customer response

  04/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  04/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They sold me a lemon with 5 day window to return for any reason. I brought up the 5 day return option 3 times during the sales process and *** ******* (sales scammer) lied right to my face over and over. I tried to return and they claim it's not certified and they won't accept it. The day after I took it home, it had a flat tire. I can feel the transmission sputtering. The car must be rust becuase it squeaks whenever I open it. The AC is tepid at best. This is a dirty, dirty operation. Avoid Carshop at all costs.

  

  Business response

  04/20/2023

  Hello,
  
  The following is an update on *** *******’s complaint regarding his purchase on the 2018 Toyota Highlander.  *** ******* visited the store on Saturday, April 15th and worked with his sales associate to find a 2019 ****** ****** that better suited his needs.  We were able to assist with the transaction so that *** ******* did not incur any duplicate expenses related to the first purchase.
  
  Please let me know if you have any additional questions.
  
  *** ******
  General Manager - CarShop S. Brunswick

  Customer response

  04/21/2023

  [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: This is an untrue statement, which is very much so in line with the entire sales process at CarShop. They told me the car could be returned, then they wouldn't let me return it. The only solution the offered me was to buy another car. They did take the first car as a trade-in, but I lost thousands of dollars in taxes and fees from the original sale that I will never recoup. I hated the first car that I bought from them and no one would give me very much for it as an exchange, so I had to spend even more money with them to get a different car that is only slightly better. They even made me work with the same sales guy that lied to my face multiple times during the first sale. 
  
  Regards,
  
  ***** *******  
  

  

  Business response

  05/18/2023

  *** ******* –
  
  We apologize for any confusion.  The first vehicle you purchased (the ******) was a CarShop Select vehicle that did not include a return guarantee.  This was clearly stated in the paperwork you signed when you purchased this vehicle.  However, in the interest of customer goodwill, we went above and beyond by unwinding this transaction so that you incurred zero fees for taxes, doc fee, tags, or title.
  
  Subsequently, you purchased a more expensive Jaguar from us - and we applied/credited the original down payment (from the Toyota) to this purchase - along with the additional down payment you provided.
  
  We welcome the opportunity to review your paperwork with you one on one to clear up any confusion.  Please reach out to the General Manager of CarShop South Brunswick, *** ******, directly at *******@carshop.com to schedule a time to do so with one of our managers.  Thank you.

  Customer response

  06/01/2023

  [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:

  Yes, it is appreciated that the dealership helped me by allowing the trade-in. And, yes, the "select" issue was in the paperwork. But, as I've said and still fully standby, the sales agreed with me every time I said, "so I have a week to return this if I'm unhappy." This is clearly a lie of omission at the least. If he was just upfront about it, there would be no issue. Second, I did have to pay the taxes and documentation fees, which amounted to $2,000+ more than I would have spent if I purchased the Jaguar in the first place. Though, I most likely would not have purchased anything from CarShop, if I could have returned the car without these issues as I was led to believe I could. 
  
  Regards,
  ***** *******

  

  Business response

  06/30/2023

  *** ******* – we are sorry about any confusion and would welcome the opportunity to review your paperwork with you one on one.  Please reach out to the General Manager of CarShop South Brunswick, *** ******, directly at *******@carshop.com to schedule a time to do so with one of our managers.  Thank you.

  Customer response

  07/15/2023

  [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: there is nothing they can or will do at this time to change what happen. Their salesman lied to me and I got stuck with a car that didn't want. I was able to trade it back in, but that cost me a thousands of dollars in taxes and fees and I had to pick a car off of their lot. If I was able to return the car with no hassle, like the salesman said over and over again that I could do, then I would have been able to shop for the best car to meet my needs rather than being limited to only what was available on their lot. 
  
  Regards,
  
  ***** *******  
  

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my ***** ** * in August 2022 at Mount Holly Car Shop. I have only put 7K miles on this vehicle and now I need breaks and rotors all the way around in April 2023. I only found this out as I need to car checked because I was getting some break system malfunction notifications(sensor issues) and took my car to the nearest Mazda dealer where they did a complete inspection of my vehicle. I then called the Car Shop Mount Holly service department explaining the situation and that It's NO WAY I should need breaks and rotors this soon. The representative then informed me that I'm out of the dealer warranty and its nothing they can do.I My last car was new and I put 23K miles on that car and did not need brakes the 3 years I had it. I would like them to take some ownership in not inspecting the car properly or thoroughly and make all of the repairs or at least something. 

  

  Business response

  04/19/2023

  ****, thank you for contacting us regarding your brake concerns.  We pride ourselves on being fair and transparent and are pleased that we were able to resolve your concerns.  As agreed to, our accounting team will provide a reimbursement check to cover the cost of the rear brake services and will mail it to you in the coming days. 
  
  Please do not hesitate to reach out to CarShop Mt Holly directly with any additional concerns or questions.  We look forward to serving you for all of your automotive purchase, sales, and service needs.

  Customer response

  04/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ******
  

• Initial Complaint

  02/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car was towed to CARSHOP by private towing company in November 22. CARSHOP suggested full repair of issues to address engine light/ leak and other issues. Therefore, I got all of the services recommended (while CARSHOP also tried to erroneously charge an unwarranted towing fee, which they defended and said it wasnt on my hill until I called it out- leading to removal of charge that day). Anyways, after initial repair, my car had issues starting the same day and within a week, my car died. A tow was called for CARSHOP to service and the tow representative noticed that the battery under my car was stripped. CARSHOP, again, defended themselves and did not take responsibility- however, agreed to tighten the band, instead of buying a new band. CARSHOP again defended themselves and said they wouldnt have touched the battery though they were the ones underneath my car hood to service my vehicle last. As of early February, my engine light came on again and was serviced on 2/13. CARSHOP had to redo some of their services since they said it was under warranty and recommended a boatload of other services, like to repair struts and said again that I had a leak and engine issue. CARSHOP said these are new issues- in which I dispute and dont believe. These issues I tried to resolve with their service manager and team on 2/21, but received vague assistance and only partial refund (after I got a diagnostic service from the ***** dealership which disputed, and even differed, then CARSHOPs claim). Please see the attached email conversation. I provided CARSHOP with the ***** dealerships recommendation, but CARSHOP claims that my car has high mileage and is deteriorating- with them not knowing that I have ALWAYS serviced my car timely prior to seeing them. At this time, CARSHOPs offered partial refund and it is not sufficient. I am requesting 100% refund of service and assistance with repair of alternator since they were negligent.

  

  Business response

  03/07/2023

  We are happy to report that all of ****************' concerns have been addressed.  We appreciate her reaching out and always welcome the opportunity to be fair and transparent.  Please let us know if there is anything else we can do.
  
  Thank you,
  CarShop

  Customer response

  03/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and resolution made. 
  
  Regards,

  ****

• Initial Complaint

  01/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to look at cars and two things happened:1) instead of running my credit report and letting the banks look at it which is normal practice, they gave the banks the info and 8 banks ran my report at the same time. Which took my credit score from 540 to 450. Other dealerships I talked to since have said it was done wrong.2) I paid $500 cash as a deposit. When I said I didnt want the car and didnt like the way they were handling things and wanted my deposit back they said I couldn't come and get it. They said they didnt have the cash and they didnt issue checks, that it would have to come from the home office. When I asked how long it would take I got no answer.

  

  Business response

  02/06/2023

  ******************** came into our store on Saturday 1/21/23. He selected out a **** ****** to purchase. We then followed our standard process and submitted to the banks that specialize in providing loans based on ******************'s credit history.  All of the banks came back either declining him or counter offering him for at minimum $3,600 down when he wanted to put a maximum of $1,000 down. Since he did not want to do the extra money down, he added his girlfriend, ********************************** ******* as a co-buyer. This does constitute as a new application because an applicant has changed. Since ****** had better credit, we did send the updated application to the banks. Again, the banks all came back either looking for more money down or at the very least proof of income. He was able to supply us with POI so we did secure the car on Saturday, 1/21/23 with $500 cash.  
  
  When contacting ******************** the following week, he stated that he wanted to switch to a different vehicle. We used the deal update tools to switch to a different vehicle. Using this tool and banks portals does not cause any additional inquiries on a credit report. We recommend that ******************** review this Federal Government website which is really helpful in explaining how applying for auto financing can impact a credit score:  *************************************************************************************************************
  
  One of our sales managers was in contact with ******************** reviewing multiple vehicles to try and find one that he liked, the banks would approve and would fit into his budget. We did find a vehicle that would fit into his budget, but ******************** did not want that car.  Once we had exhausted all options, we sent a check request to our accounting department located at our corporate headquarters in PA on 1/27/23 at 7:56pm for the $500 refund. The refund check was cut on 1/30/23 and mailed to ********************.
  
  Please let us know if you have any questions or require additional information.

  Customer response

  02/13/2023

  [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:

  I have received the deposit check, finally.

  As for the credit, i understand that it would have been 2 hits to my account, but my credit as well as my cosigners was hit 7 times in 1 minute by different banks.  From what I understand it should have been hit once (or twice with the cosigner added) and then placed for the banks to see.  Looks like out info was given to each bank, who each ran a report and hit our credit knocked it down a lot.

  And I dont appreciate you using my consigners full name in something that will become public without our permission.

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

  

  Business response

  03/15/2023

  ************, thank you for your patience during the check refund process.  Additionally, you are correct that in our haste to respond to your concerns, we included your co-signers name in our response.  For that we apologize.
  
  As to your concerns regarding your credit score, please review the information in the Federal Government website linked below.  It is very helpful in explaining how applying for auto financing actually impacts a credit score. 

  ******************************************************************************************************************;

  It states that:
  *Shopping for the best deal on an auto loan will generally have little to no impact on your credit score(s).
  *The benefit of shopping will far outweigh any impact on your credit.
  *In some cases, applying for multiple loans over a long period of time can lower your credit score(s). 
  *Generally any requests or "inquiries" by these lenders for your credit score(s) that took place within a time span ranging from 14 days to 45 days will only count as a single inquiry, depending on the credit scoring model used. You can minimize any negative impact to your credit by doing all of your shopping in a short amount of time.
  
  We hope this helps clear up any confusion or misinformation regarding how credit scores are actually impacted by shopping for an auto loan in a short period of time. 
  
  Finally, please note that you authorized CarShop to submit your information to our lender partners in order to help you secure the best financing options available to you based on your individual circumstances.
  
  Thank you for giving us the opportunity to explain. Should you have any additional questions or concerns, please call the General Manager of your nearest CarShop location directly. 

• Initial Complaint

  01/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In person, they offered me $1,500 to buy my ****** ******* 2012; however, when I later filled out their online form, they offered me $4,548 - $5,803 to sell it to them. I put in all of the defects the car has and selected the lowest option on the list of car quality options as well so this offering price should be more accurate. False advertising is a form of unfair and deceptive commerce according to the 1914 Federal Trade Commission Act and legally actionable according to the the ****** Act.

  

  Business response

  01/10/2023

  ***************************,
  
  Thank you for giving us the opportunity to appraise, and make an offer on, your vehicle.  Hopefully, the following will help clear up any confusion. 
  
  First, when we appraised your vehicle, it had no power steering.  It felt like the rack was bad as it would skip while steering.  On top of that the vehicle was in rough condition all over and would require a heavy detail inside.  All combined, we believe your vehicle needs ~$3,000 worth of mechanical and cosmetic reconditioning.  This is the reason for the $1500 valuation.  
  
  Second, regarding your claim of false advertising, the *** tool you utilized is just an estimator tool.  No online offer was made to you by CarShop.  In fact, the attachment youve included in your *** complaint explicitly states at the top of the form that you requested and received a free estimate provided by *************** **** and that CarShops actual offer may be higher or lower than ***s estimate based on the vehicles actual condition, history, and current wholesale market conditions and would require a physical inspection of your vehicle prior to CarShop making a formal offer to purchase your vehicle.
  
  We hope this answers your concerns and we welcome the opportunity to purchase your vehicle should you still wish to sell it.  If you have any additional questions, please contact the CarShop Scottsdale location directly and ask to speak to the General Manager.
  
  Thank you - CarShop Scottsdale
  

• Initial Complaint

  11/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  CarShop offered to buy my car at a fair price and ran ******/ performed inspection. Only requested mechanic inspection next day. Conveniently, CarShop claims repairs to right rear quarter panel, which is not even frame issue, and claims to now (like always in my experience) offer 50% of Blue Book value. Claims of repairs are unfounded, and my 30+ years of general automotive experience is no repairs ever done to either left or right side. CarShop "official inspection" does not identify frame damage, and thereby should honor contract offer. This is for CarShop in Cranberry Township PA, but website insists on listing Chester PA.

  

  Business response

  11/29/2022

  *********– We initially valued your vehicle based on the information presented during the initial appraisal which was done in the evening (when our Service Department was closed).  We explained that a formal inspection of the frame and body of the vehicle would need to be performed the next day prior to any formal offer being finalized (this is standard procedure at CarShop).  During our Service Department’s formal inspection the next morning, we found damage that we believed to be significant enough that CarShop could not retail this vehicle.  At that point we provided an adjusted, formal offer to better reflect the vehicle’s current value on the wholesale market.  The reason the sheet from the initial appraisal does not reflect the damage of concern is that the damage was not identified until later in the purchase process (the next day).  Please contact CarShop Cranberry General Manager – **** ********** – directly with any additional concerns.  Thank you.

  Customer response

  12/05/2022

  [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:

  The contract only stated frame inspection, not body and frame inspection.  The ****** report on vehicle does not have any rear end damage or repairs, and when I looked at right rear frame and body area, there does not appear to be any replaced items.  It all appears to be factory original.  But, CarShop has continued to evolve their reply on what their reasoning was for "switching" offer from fair to 50% blue book.  Name of business may have changed from ******** to CarShop, but business practice has not changed.

  The contract was clear that only "frame" was a basis for voiding it, but as usual, CarShop had to be prodded to provide any documentation besides a text and even that documentation does not support voiding the contract and re-negotiation.

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

  

  Business response

  01/06/2023

  ******* – our explanation remains the same as before.  Our technicians believe that a panel has been replaced on the rear of this vehicle which reduces our perceived value of this vehicle – which is reflected in our actual offer.  Several times your complaint references contracts, but to our knowledge, no contracts to purchase your vehicle were signed.  Perhaps you are referring to the appraisal worksheet used by the initial appraiser prior to having a technician inspect your vehicle?  We welcome the opportunity to review the document you reference as a “contract” to help distinguish the appraisal worksheet and actual contract documents used to purchase vehicles from the public.  Simply call CarShop Cranberry and ask to speak to the General Manager.

  Customer response

  01/25/2023

  [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:
  
  Per the attached "Bill of Sale", CarShop signed for purchasing the vehicle at the identified agreed upon price with only stipulation being a "Frame Check".  The form does not and in no way "appears" to be an appraisal, but a legitimate bill of sale. Although the rear panel does not appear to be damaged/replaced by owner inspection and by Carfax report containing no record, the rear panel is not the frame.   

  Maybe the best course of action is to just move forward with small claims court and associated discussions with press to get an independent judgement.   

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

  **************

  

  Business response

  02/02/2023

  Dear ************,
  
  We have attempted to contact you multiple times to discuss without success.  We await your return call. 
  
  The revised offer we presented to you after further inspection represented what we believed to be the wholesale value of your vehicle at that time based on its actual condition.
  
  In the interest of customer service, we would like to offer to run your vehicle at the wholesale auction and give you whatever the market is willing to offer. This removes all debate as to what you or our appraisers believe to be the actual value of your vehicle based on its actual condition - and ensures you are getting the most current, accurate fair market value for your vehicle.
  
  Please contact *****************************, General Manager at CarShop Cranberry, directly regarding next steps.  Thank you.

  Customer response

  02/10/2023

  [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:

  10/24/2022 - CarShop Completes Bill of Sale offer and collect title to my daughter and I, pending frame inspection for damage or repairs due to significant accident.  If no frame damage, CarShop to provide check.

  10/25/2022 - CarShop texts that although no ****** reported item, mechanic identifies right rear quarter panel replaced.  No mention of any damage, but CarShop tries to offer 50% of what was originally offered.  No mechanic documentation, and I pick up car.   My inspection of right rear quarter panel looks factory original and there does not appear to be any repairs to car.

  10/26/2022 - CarShop finally documents mechanic report dated 10/26/2022 inspection (although car in my driveway) and continues their assertion that they will only pay ~50% of original offer, although nothing has voided original Bill of Sale.  Mechanic report does not identify any frame damage or repairs, only the original "replaced rear panel".   

  Based on this, there is nothing to gain by discussing with CarShop due to their questionable business practice, so I will pursue through small claims court.  I would like the complaint to remain posted so others can beware of the questionable business practice for CarShop buying cars.

  Regards,

  *******************

  

  Business response

  03/15/2023

  **************** concerns were resolved on February 22, 2023.  Please reach out to ************ with this information so this complaint can finally be closed by him.  Thank you!

  Customer response

  03/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************
  

*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. ↩