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:05/21/2024

  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.

  On 5/17/2024 I urchased a 2022 ****** Corolla and discovered in transit to my home it had a flat tire. I had to stop to put air in the tire. Upon arriving home , discovered that a nail was in the tire. I expected better. I don't want the tire patched. I want a new tire replacement.

• Initial Complaint

  Date:02/14/2024

  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.

  On ******** **** ****, I purchase* a ****, Chevy Silvera*o from ****** Use* Car Center. Unfortunately, this vehicle has *emonstrate* catastrophic problems shortly after purchase. *espite multiple attempts to have these issues rectifie* by the *ealership, the problems persist, significantly impacting both my confi*ence in the vehicle an* my personal safety. After noticing unusual engine behavior, I returne* to the *ealership for service. ****** Use* Car Center replace* the oil pump in an attempt to resolve the issue. However, this repair was unsuccessful, an* the vehicle continues to prompt me to turn off the engine every time I come to a stop. More *istressing is the fact that this is not the first oil pump replacement, a critical piece of information that was not *isclose* to me at the time of purchase. Ha* I been aware of this prior repair, I may have reconsi*ere* my *ecision to acquire the car. I have owne* the car for just over a month now, an* the frequency an* severity of the problems suggest that the vehicle was never in a satisfactory con*ition for sale. I have en*eavore* to negotiate with the management at ****** Use* Car Center to either rectify the situation or reach a fair resolution, but my efforts have been met with in*ifference an* inaction. The sale of a vehicle in such a con*ition, especially without *isclosure of its full repair history, is not only a *isservice to the customer but also a potential hazar*. It un*ermines the trust that is essential to the customer-*ealer relationship. I feel that ****** Use* Car Center knowingly sol* me a *efective vehicle an* has faile* in their *uty to provi*e after-sales support an* service. It is with a sense of urgency an* a *esire for justice that I turn to the Better Business Bureau for assistance. I seek your help in hol*ing ****** Use* Car Center accountable for their actions, an* to ensure that no other customer experiences a similar plight.

  Business Response

  Date: 03/01/2024

  *** ****** ****** *i* purchase a **** Chevrolet Silvera*o on ******** ** **** from ****** Use* Car Center.  *** ****** *i* return to the *ealership stating the check engine light was on. At that time, ****** agree* to have our service *epartment inspect the vehicle.  The oil pressure switch an* oil pump were replace*.  There was no charge to *** ****** for these repairs.  **. ****** was satisfie*, took possession of the vehicle an* *i* not communicate any further regar*ing this repair.   Approximately mi*-February, *** ****** came to ****** an* state* that he wante* to return the vehicle an* get his tra*e back an* that his mom tol* him ****** woul* *o that.  The registration an* title was alrea*y processe* through SC *MV an* full ownership was transferre* over to **. ******. 
  Prior to *elivery of the vehicle that *** ****** purchase*, a complete CarFax report was polle* an* reviewe* with him.  That report reflecte* normal vehicle service maintenance work was performe* regularly at local service facilities.  *** ****** signe* that he un*erstoo* the report. (Attachment A).  ****** Use* Car Center *isclose* all known information regar*ing the vehicle sol* to *** ****** at the time of *elivery.  ****** ha* acquire* the vehicle from another customer that ha* tra*e* it in to the *ealership on ******** *, ****.  That owner *i* complete an evaluation information sheet that we presente* to **. ****** with *etails about the vehicle that ****** *i* not know an* only the previous owner coul* know.  That owner state* that the oil ha* been change* on Octo*** **** an* that there were “#11 – No Current Mechanical issues”.    (Attachment B)
  On ******** ** ****** service facility complete* a stan*ar* protocol safety inspection of the vehicle prior to retail sale.  Services performe* were to replace brake pa*s, 2 rear brake rotors an* wiper bla*es.  ****** Use* Car Center informe* *** ****** that prior to purchase of this vehicle, he was allowe* to take the vehicle to a mechanic or bo*y shop of his choice for an inspection.  The purpose of this acknowle*gement is to protect this company an* its employees from allegations of false oral an*/or written warranties an* unauthorize* representations.  *** ****** agree* an* he signe* that he un*erstoo* this. (Attachment C)   ****** *oes not know the full repair history an* can only rely on the prior owner information an* Carfax information.  ****** *oes not in any way try to lessen the power of  the purchaser an* makes every effort to *isclose full knowle*ge of every vehicle that we are able to acquire. 
  *ocumentation is attache* reflecting information share* with *** ******:
   A. CarFax report
   B. Use* Car Evaluation complete* by prior owner
   C. “Before you Buy” *isclaimer
   *.  AS-IS Buyers Gui*e – No *ealer Warranty
   E.  Repairs to vehicle at no charge to *** ******
  *** ****** *i* tra*e his vehicle into ****** Use* Car Center an* it was sent thru the service pre-*elivery safety inspection process  prior to *isplaying it for sale.  He state* there were no current mechanical issues also.  The repairs that nee*e* to be preforme* on this  vehicle were replace 2 tires an* alignment, replace right rear brake pa*s, replace* wiper bla*es, replace* rear tail lamp assembly an* insi*e tail lights on both si*es, replace outsi*e mirror signal lamp assembly lamp, an* performe* transmission service.  The pre-*elivery inspection was complete* on this unit in the same manner as it was on the vehicle that he purchase*.  This vehicle has been sol*.
  ****** took every measure to *isclose to **. ****** at the time of sale, all of the gathere* information know about the vehicle that he purchase*.  *** ******s’ signature on the *ocuments attache* reflects that he was informe* of all of the gathere* information that ****** was in possession of.  ****** *i* not own the car since inception an* can only rely on the information provi*e* from the previous owner an* CarFax.    The vehicle was sol* to *** ****** “AS-IS”  No *ealer Warranty.   ****** Use* Car Center *oes not benefit by withhol*ing information from customers.  ****** ha* been in business in Beaufort for *0 years an* makes every effort to present all the history an* information on the vehicle that we have.  Allowing the new purchaser to take the car to be inspecte* prior to purchase states that ****** ha* nothing to conceal.  ****** Use* Car Center has not faile* in “support of after the sale” by taking the course of action to replace the oil pump as a goo*will which is the reputation that we have

  Customer Answer

  Date: 03/01/2024

  [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 receive* your complaint will be close* A*ministratively Resolve*]

   Complaint: 21******

  I am rejecting this response because: it fails to a**ress my concerns about the lack of transparency, the un*isclose* mechanical issues, an* the overall unsatisfactory experience with the purchase of the vehicle. Their response *oes not acknowle*ge my perspective that the sale was not con*ucte* in goo* faith an* that I feel taken a*vantage of in the transaction.

  Regar*s,

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

  Business Response

  Date: 03/11/2024

  ****** Use* Car Center is sorry that *** ****** feels that he was not tol* about all of the repairs that were complete* on the vehicle he purchase* *ue to not owning the vehicle since its inception, we coul* not know.  ****** Use* Car Center *i* *isclose everything that they knew about the vehicle at the time of sale, which were confirme* by *** ******.  ****** Use* Car Center allowe* *** ****** to take the vehicle to any mechanic of his choice “Prior to Purchase” to allow an inspection of the vehicle.  ****** Use* Car Center is transparent in the con*ition of the vehicle by allowing the prospective purchaser to take the vehicle before they buy an* have it inspecte*.  We coul* not be any more transparent.  The issue after the sale with the vehicle was repaire* with no charge to *** ******.  We are sorry that he feels that ****** Use* Car Center was not honest in this transaction.  The *ealership has han*le* this vehicle transaction with honesty by allowing *** ****** to have the vehicle inspecte*.  This policy is in place because ****** Use* Car Center *oes not know the history on the vehicle nor the future mechanical expectations an* can only rely on what the previous owner provi*es, the service *epartment inspection provi*es an* the Carfax report provi*es. 
  
  ****** ******, General Manager
  ************

• Initial Complaint

  Date:02/01/2024

  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.

  Greetings, After serving on a 9 month long deployment in Kuwait, I decided to purchase a newer reliable car to get around in when I got home. I purchased a vehicle on October 7th, 2023 from Stokes Used Car Center in Beaufort, SC. I traded in my 2018 Nissan Versa for $***** in order to purchase the 2021 Honda Accord that I currently have. I was told that my tags were transferred and it was safe for me to drive around with them. I was not given a temporary tag or temporary registration. For months, I waited to see my registration in the mail but that day never came and still has not come. On J****** ***** ****, I decided to visit my local DMV to see if I could try to get the registration myself in some way. An employee there at the DMV referred me back to the dealership to ask for temporary tags, in which I obliged. At the dealership, I was told that my tags were not transferred and that they had not yet received the title for the 2021 Honda Accord. Essentially, I was told to wait and that someone was working on it. There was no sense or urgency or sense of sincerity. I have been waiting patiently since October 7th, 2023 and finally decided to visit them in per*** on J****** ***** ****. I have contacted the DMV, filed a dealers complaint and filed a complaint with consumer affairs. The DMV said that they cannot do anything without a title from the dealership that was supposed to be working on my behalf. It was recommended that I return the vehicle to the dealership but, I will not have any mode of transportation after I do that. This has caused me to have severe anxiety and has caused me great emotional distress. Without having a vehicle, it will be a challenge for me to make it to work. This business is okay with letting their customers drive around with improper tags and that is not fine with me. I have went through many avenues and have yet to receive a resolution. Thank you, ****** ********

  Business Response

  Date: 02/19/2024

  So sorry that we did not receive notice of this complaint until via mail on Friday, February 16, ****.  The reply is included with attachments. If any additional information is needed please reach directly out to me at *************  Thank you

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

  Stokes Used Car Center

  Business Response

  Date: 02/19/2024

  The SCDMV office was not able to process the registration and titling of the vehicle from the previous owner to  the new owner - ****** ******** due to Stokes not being able to provide a Blue Power of Attorney for the customer that we acquired the vehicle from.  A General Power of Attorney form was signed by the original owner but SCDMV requested a Blue Secure Power of Attorney in addition to the white General Power of Attorney for this transaction.  We reached out to the per*** that we purchased the vehicle from and they were active duty military and could not be reached because they were deployed and once the deployment ended, they were on lockdown when the squadron returned.  Stokes was actively seeking to make contact with the per*** that we needed the POA signed by to move forward with the transaction at DMV.  Due to the status of their orders we were not able to get any reply back.  On February 5, **** the customer was reached and they came to the dealership and promptly signed the POA and Stokes remitted the entire package to SCDMV for proper registration.  The registration was issued on February 6, **** in the name of ****** ********, the new owner.  Stokes Used Car Center apologizes for the delay in registration but was in no position to be able to breech military protocol to contact the previous owner to sign a document that was required by SCDMV until that per*** was available.  We are held up, on occasion, when we need any additional information from customers that are active duty military and unable to be reached.  This causes delays in some situations that appear to be intentional by Stokes but was not.   This was communicated to ****** ********.  We apologize for the extended time that it took to reach the prior owner but could not in this instance control that time element.   We would never intentionally cause a delay in registration, as we have a strong staff with multiple positions that can process paperwork for registrations. Our business does care about every individual customer and do not every want to have this happen.  Sincerely sorry for the delay for ****** ********.  If you need any additional information, please reach out to me at *************
  

• Initial Complaint

  Date:02/06/2023

  Type:Sales and Advertising 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.

  My son bought a used car from company. He payed approximately $25000 with an interest rate of approximately 7.5%apr. He reviewed his payment with me and it fit within his budget with a $430 monthly payment. After the deal was complete and weeks later, he was called back into the dealership and told he needed to resign the paperwork and get a new loan at 17% interest. $560 monthly payment. It was very deceptive the way they went about it with such a very young person and will cost him thousands of dollars. They never asked if he had anyone to help him. He may have been able to provide extra money down or had someone cosign to minimize his payment or choose another vehicle. His credit score is 730. He should not have such a high interest rate. The finance manager at Stokes used cars told me "no one had a gun to his head". When everything was so fast and he had no one to give him sound advice. The dealership should maintain the deal that they agreed upon (that's what they expect of their buyers) or take the car back.

  Customer Answer

  Date: 02/09/2023

  Here is the letter signed by my son ***** Stating that I may argue on his behalf. He is a college student working full time and does not have time to discuss the matter in a consistent timely matter. He is a hard working person with good credit (730 credit score). The Stokes used car business used a yo-yo tactic on him charging him an almost 10% increase in interest. He tries so hard and this deceptive practice has really buried all of us financially with trying to get him through school. I can't believe they would do that to someone that they know makes $12/hr without asking of he had any more money down or support from his family. Basically, just intentionally burying him in a mountain of debt. It is absolutely unfair and the dealership broke an agreed upon deal.

• Initial Complaint

  Date:12/07/2022

  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.

  We traded in our used ****** *** ************* on 09/27/22 in exchange for 2019 Honda CRV and 2018 ***** ***** ** Stokes Used Cars Center. We received letters from DMV informing us of lapse in insurance coverage for our cars. After contacting DMV, we found out the dealership never reported the cars were traded in as a result we were accruing a fee of $5 per day. As of the 11/11/2022 (dated letter from DMV, forty-days post purchase) we owed DMV $160. With prove of purchase, I was able to remove charges from both cars but could not close case on the Mercedes-benz because the dealership sold the car to a new owner. As result it requires further processing, and it is pending to be resolved as off 12/05/22. Also, it was brought to my attention by the DMV rep that the registration/title on 2018 Honda Pilot was not done by dealership. It was supposed to be a registration swap with our 2020 Subaru Ascent we traded in. I reached out to the dealership about it week of Nov 14th, their manager told me title department said we owed DMV. I told him that information was inaccurate and for them to investigate and have their title department call me. I was promised a call back which never happened. I called a week later a Saturday and asked to speak to the general manager but was told he was busy. The front desk lady received my concerns and contact info to be called back but I never heard back. It is 69 days since car was purchased and it is still not registered by dealership. I have made more than 6 contacts with that dealership just trying to resolve multiple issues arising from our purchase made. Most now resolved with the last of it being the registration issue. Sales Rep was phenomenal with assisting us with our purchase. Unfortunately, they dropped the ball with processing both finance and title. This experience has been very unpleasant.

  Business Response

  Date: 12/29/2022

  Reply to ****** ****** ********* **** ****** **** *** ****** *********
  Please notify me if any additional information is needed.
   
  Thank you,