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:09/03/2024

  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.

  In 2021 I bought a car from there that kept shutting down from their gps tracker. In 9 months it shut down on me 4 times, they would keep my car weeks at a time while I continued to make payments. I had to pay people to take me around on top of the payments. The fourth time it broke down I called and spoke to the lot they agreed to take the car back and told me I was done with them. This year I tried to buy a home and had a hard pull to my credit and they have ruined my credit by reporting like I just stopped paying them. The car was still under the year mark of my warranty and it was their faulty equipment they kept putting on my car that would shut it off.

  Business Response

  Date: 09/24/2024

  Ms. ****** has stated that she returned the vehicle due to a faulty GPS device. After reviewing her account, including notes from her account representatives & sale documents, we have collected the following information.
  
  Ms. ****** purchased her vehicle, 2006 Chevy Impala, on 06/26/2020. Due to a family member’s illness, Ms. ****** defaulted on a loan payment on 7/30/2020, just over a month after purchase. Her account representative worked with Ms. ****** by collecting a partial payment, setting a Promise to Pay for the remaining amount, & advising Ms. ****** that she would need to call for an Override Code to stop the GPS from deactivating close to the PTP date. Ms. ****** was made aware of the GPS unit & deactivation due to loan default at the time of sale, as are all our customers. Ms. ****** did not keep her promised payment. After this interaction, Ms. Rogers’ vehicle had a mechanical issue with the engine. In her complaint, Mr. ****** stated that due to the GPS, we would keep her vehicle for weeks at a time. The only time frames we can locate in which Ms. ****** did not have her vehicle were for mechanical repairs, the first of which was for the engine repair which was performed through a repair shop that is not related to our company. Unfortunately, we do not control when a repair shop can receive parts or complete installation. This repair, having to wait for the engine to be shipped in, took approximately 3 weeks. During the repair period, Ms. ****** stopped making payments to her account because she did not feel she should have to make payments until she had the vehicle. The account representative explained to Ms. Rogers, as we do for all customers who misunderstand the contractual agreement, that loan payments do not cease if the vehicle is undergoing repairs as this will put the loan in default. Ms. ****** allowed her account to become delinquent during this period by no fault of our own. The account representative continuously updated Ms. ****** about the engine repair, which can be confirmed by the attached pictures containing notations on Ms. Rogers’ account. The account representative also notified Ms. ****** that after the repairs were completed; to obtain her vehicle, she must bring her account current & pay the $100 warranty deductible. Ms. ****** relayed that she could only make the delinquent loan payments, so the account representative reached out to the financial company with the option of splitting the warranty deductible payment in half & waiving late fees accrued during the repair process. Ms. ****** agreed to this arrangement. The financial company also agreed. The next repair period was for a starter issue. Ms. ****** reached out to the account representative & stated that her vehicle would not start for what she believed was a starter or GPS device issue. Due to the vehicle’s proximity to our location, we sent a mechanically knowledgeable staff member to the vehicle to soft-diagnose the issue. The staff member agreed that the starter was the problem. Ms. Rogers declined our help stating that she had someone that could replace it. Ms. ****** reached out days later stating that the starter replacement did not fix the issue. We advised Ms. ****** that we could set up a tow, for which she would be liable for the cost, & taken to a repair shop to be diagnosed. Ms. ****** agreed to this. The vehicle was taken to a repair shop not related to our company & was diagnosed as a starter issue. Due to the concerns of Ms. ****** about the GPS device causing the starting issue, the financial company also elected to have the GPS device fixed/replaced. Following these repairs, Ms. ****** kept her account current through auto-pay payments. Unfortunately, & without communication from Ms. Rogers, her account once again became delinquent. Attempts to contact Ms. ****** failed. Ms. ****** was finally contacted on 3/19/2021 & stated to the account representative that her car was not starting & she did not want the vehicle anymore. She hung up on the account representative before any arrangements could be made. Due to Ms. Rogers not returning the vehicle to us, which would be considered a voluntary repossession, we instead had to contact a repossession company to locate and retrieve the vehicle. Ms. ****** is under the impression that due to her giving the car back the vehicle showing as a repossession on her credit report is not valid. Unfortunately, any vehicle returned, regardless of how the vehicle is returned, is considered a repossession & will reflect on credit reports as such. Ms. ****** can settle the debt, which is an option that has been presented as she contacted us on 8/14/2024. Ms. ****** offered a settlement that did not meet the requirements of the financial company. The financial company countered the settlement offer, which Ms. ****** did not meet. Ms. ****** has been given the information on how to remove this mark from her credit report. 

  Customer Answer

  Date: 09/24/2024

  At this point I'm not expecting really much of anything to be done. But most of what was said by them about my account is not true. I didn't have a promissory note because I was behind on my payments, they worked with me when I very first got my car and broke down my down payment for me. But I didn't miss payments until my car tore up. I'm just a customer I don't have "records" from 3 years ago. But it's not right that they're doing people the way they do. It's wrong that they wanted me to pay $8,000 for a car that they turned around and sold for $400 because it repetitively tore up. If it was only shutting down because I was not making payments then why would they turn around and sell a perfectly fine car for $400? Because it wasn't a perfectly running car. I was never told anything about an activation code for a GPS. I originally thought my starter was tore up and I had somebody replaced it and I wasted my money on that because come to find out it was the GPS. And I was not behind on any payments when it happened. I only got behind on payments when they had it in their shop and paid everything in full when I would pick my car up. I don't know how I can prove that from 3 years ago because I don't have phone records or text from that long ago. But I can prove I don't have a track record of not paying on time. 

• Initial Complaint

  Date:08/18/2023

  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.

  I'm financing a vehicle with them. The water pump was checked by 3 people to confirm that was the problem. The day I got my car back the AC quit working, tail lights quit working I called back they said its a coincidence and not their fault. Multiple mechanics told me it's cause they grounded out wires, Parker told me it's just a fuse we fixed it AC working 45 minutes later blown and melted fuse . They took it the next week said they had to replace the whole distribution fuse box and my ac condenser. Hour after driving it its now blowing smoke out the exhaust, my AC out again and I still have they SAME melted fuse box they said they replaced. They rerouted wires and grounded to my battery. As I drive pieces are falling out of my car. I am a single nurse of 3 kids and take care of elderly family. I can't work without a car. It is a huge fire hazard. They also tried to send me a repo letter due to no payment for the month they had it , when i called them i said you have my car and they had no isea. I need help please. Or if anything don't allow this to happen to anyone else. Their reviews are terrible, they are doing this stuff to everyone. I'm doubting their mechanic is certified at this point.

  Business Response

  Date: 09/05/2023

  Jennifer ****** purchased the vehicle on 9-16-2021 with a 3 month or 3000 mile warranty. The warranty paperwork is attached. You will also see that the warranty gives examples of issue our customers may run in to due to purchasing a pre-owned vehicle.
  
  During the purchase process she brought to our attention that the vehicle had a check engine light on. We made note & promise to fix issue. Unfortunately, the vehicle was never brought to us to fix the issue of the check engine light. Mrs. ******'s reasonings for not bringing in the vehicle was due to her needing to have her car. 
  
  On 2/28/2022 Mrs. ****** called in stating that the entry numbers on the vehicle were flashing & the battery was being drained due to this issue. Our service coordinator stated that Mrs. ****** was checking her schedule to see when she could bring us the vehicle. On 3/14/2022 customer called in again & stated she had not brought in her vehicle to have entry keys looked at due to needing the vehicle. She requested information about our preferred shop so she could take it on her own time. Our service coordinator referred Flite Tire & Auto.  
  
  From 3/14 to current, Mrs. ******'s has defaulted on her scheduled payments on many occasions, yet we have continued to work with Mrs. ****** to keep her in the car & get her scheduled payments back on track. She has been sent a total of 3 default letters during her contract period.

  On 5/10/2023, Mrs. ****** called in & spoke to our service coordinator & stated she was losing coolant. Our service coordinator wanted her to bring in her vehicle for diagnostic. Mrs. ****** did not bring in vehicle for tests. 
  
  On 6/16/2023, Mrs. ****** called in & spoke to her account representative stating she took her vehicle to a shop & they told her she needed water pump & estimate cost of work would be $2000. She was then transferred to our service coordinator & stated that the vehicle still had a coolant leak & she had taken vehicle to Webster Motors & was told it needed a water pump. Our service coordinator set her up to have vehicle brought in for diagnostic test on 6/19/2023. Mrs. ****** did bring in her vehicle on 6/19/2023. She brought in vehicle on 6/19; the vehicle was taken to our repair shop, Green Light Auto Service, and had water pump, timing chain, & seat switch repaired. Mrs. ******'s account was refinanced. 

  On 7/6/2023 Mrs. ****** brought in vehicle for hot A/C. Our service coordinator took a look at the vehicle & found that a fuse was blown. We replaced the fuse & checked the A/C. 
  
  On 7/12/2023 Mrs. ****** called & stated the A/C had stopped blowing cool air again & that she had no tail lights which resulted in her getting pulled over. Mrs. ****** brought vehicle to us that day for inspection. Our service coordinator looked at fuse panel & found some damage & possible melting which needed repairs. Mrs. ****** brought up that she was worried about the cost of repairs again. Our service coordinator & sales lot manager discussed how to assist Mrs. ******. The fuse panel box was pulled, at no cost to the customer, from a parts vehicle so Mrs. ****** didn't have to expend money on parts. The vehicle was taken to Flite Tire & Auto for the repairs. Mrs. ****** picked her vehicle up on 7/28/2023. 
  

  Unfortunately, we have no had contact with customer since 7/28/2023. We had her our service coordinator & her account representative attempt to contact her multiple times. We can not assist the customer if she does not contact us. 

  We have attempted to rectify this situation as best & as quickly as we can due to Mrs. ****** needing her vehicle. Sadly, Mrs. ****** has seen our attempts to assist her as less than satisfactory. We would love to help her, but we also need Mrs. ****** to work with us. 

  Customer Answer

  Date: 09/12/2023

  No this complaint has not been resolved ! They told me I could drop it off again to get rechecked and probably new fees added or take somewhere else for a new quote. But they have not resolved the original issue. No ac, no tail lights,  and definitely didn't replace the fuse box.