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:12/09/2024

  Type:Order 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 contacted Secret City on November 9, 2024, after previewing an ad on Car Gurus. I got a call from a salesman "Anthony" and he I explained what I had to offer. I had a 2016 Honda Civic with about 127k miles and sought to trade it to them for a 2015 Honda CRV. The salesman called and told me they had everything setup and to come there on the 12th of November. I did go there on the 12th and make the trade. About 15 days later I begin to hear a noise on a cold start and was concerned and took the car to the nearest mechanic and was told it was a VVT Timing Gear, so then I called the dealership, and they provided the warranty information, and I called them. They instructed me to take the car to the local Honda Dealer and did so on Wednesday December 4th and left the car with the Dealership. The Dealership called me the following day and told me all that was wrong, and motor needed broken down to repair the timing and some other things about the motor. I gave him the warranty information. Later that day I get a call from warranty company, and they said they were not going to cover the cost of 4700.00. I was outraged and then called Dealership, and I have tried all with getting answers and kept being told by Mike Dolan that he was talking with the Warranty company, and he would call me back. I requested to cancel the contract and get my civic back, but he had already been auctioned off. I really love the CRV but not when I cannot drive it and the warranty company "Protective Assest protection" does not want to cover cost and I have only had the car less than a month and cannot drive it. I have yet got that call back from Mr. Dolan. When I call, I get same answer, "Wait and I'll call you back". I WANT MY HONDA CRV FIXED WITHOUT HAVING TO PAY FOR THE REPAIR. ALSO, YOU ALL NEED TO STOP TELLING CUSTOMERS A WARRANTY COMES WITH YOUR PURCHASE, NO IT DOES NOT UNLESS YOU PURCHASE THE WARRANTY!

  

  Business Response

  Date: 12/11/2024

  We have been in ongoing communication with Mr. ********** and have made every effort to resolve the issues with the vehicle he purchased, as well as the extended warranty he obtained. For clarification, Mr. ********** signed documents acknowledging that the vehicle (Honda CRV) was sold on an "as is" basis with no warranties. Subsequently, he elected to purchase an extended warranty; however, the issues with the vehicle are not covered under the terms of that warranty. We are actively working with Mr. ********** to reach a satisfactory resolution to this matter.

  Customer Answer

  Date: 12/19/2024

  ********** ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  William Brookshire

• Initial Complaint

  Date:09/03/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Bought a brand new 2023 Jeep Grand Cherokee Overland from they in March. The vehicle has 2150 miles on it and the rear latch broke. They refused to cover the repair saying it was my fault. I keep my vehicles immaculate and treat them with respect. So in essence they were also saying I was lying. They wanted me to pay for something that is covered by the warranty. I only want the repair done and move on.

  

  Business Response

  Date: 09/17/2024

  Customer's 2023 Jeep Grand Cherokee was brought in and repaired. Service removed the broken lock on the trunk latch and was replaced with the new latch. Ticket was closed on Sept 10, 2024.  

  Customer Answer

  Date: 10/03/2024

  Thank you for your follow up.  The offending dealership has made it right. They have proceeded to fix the latch and do follow up service. I consider this matter closed. Still not happy that I had to complain to begin with but it is what it is.

• Initial Complaint

  Date:05/01/2024

  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.

  On 2/30/24 I ***** ***** went to Secret City Dodge in Oak Ridge to look a Vehicle posted online by ***** *******. I went there and the vehicle was not there as advertised online. I messaged ***** on his Ad that I'm reporting his AD and that he needed to take the AD down because I just made a trip to come possibly buy this vehicle and it's not on the lot as advertised by this salesman . I told him that's False Advertising. I'm writing this complaint because this Sales Representative,represents this dealership. This is very unprofessional conduct! This man had no idea who he was talking to,and he obviously didn't care about what he was representing, or how he conducts internet sales. I'm a 10 year Army Veteran and I find it very disrespectful and distasteful for anyone or salesman to talk to me in this manner when I called him out on his Shady Sales Tactics.

  

  Business Response

  Date: 05/15/2024

  The dealership owner reached out to and offered to help Mr. ****** personally find a vehicle that would fit his needs. The management team here at Secret City CDJR has also reprimanded the salesman involved and apologizes for the conduct presented to us. We hope this is satisfactory as we continue our search in finding a vehicle to fit Mr. ******** needs. 

  Customer Answer

  Date: 05/16/2024

  
  Complaint: 21649359
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  ** **** ***** ******* 

• Initial Complaint

  Date:08/28/2023

  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 purchased a 21 RAM in October 2021 and the sales process was smooth and easy. When I purchased the RAM, I also bought an extended warranty. Fast forward to August 2023 and I traded the truck. The extended warranty required the purchasing dealership to cancel the extended warranty contract. I called on 5 different occasions to have this contract canceled and kept getting sent to a voicemail that never returned calls in the finance department. I finally connected with **** ********** who is the new/used sales manager on August 8 he assured me he would get this taken care of and apologized for the runaround. I have tried to contact **** 3 more times over the last 20 days and received no response. I called the extended service warranty company today and they said the contract is still active and has not been canceled. The company is intentionally avoiding canceling the contract so they can keep the money from selling this extended warranty.

  

  Business Response

  Date: 08/31/2023

  **** **********, sales manager, spoke with Mr. ***** and he was inquiring about cancelling an extended service contract on a truck he had sold.  **** spoke to the finance managers, ***** and *****, on it and they needed an odometer statement. The customer was contact and sent us a copy of the odometer statement for verification of mileage. It was then forwarded to the finance office on August 11, 2023.  Unfortunately, no one in finance processed the cancellation. It has now been canceled and Mr. ***** has been informed that it would take 6-8 weeks before he would receive verification and his refund.  He was okay with that and said he would be taking down any bad reviews and/or complaints.

  

  Business Response

  Date: 08/31/2023

  **** **********, sales manager, spoke with Mr. ***** and he was inquiring about cancelling an extended service contract on a truck he had sold.  **** spoke to the finance managers, ***** and *****, on it and they needed an odometer statement. The customer was contact and sent us a copy of the odometer statement for verification of mileage. It was then forwarded to the finance office on August 11, 2023.  Unfortunately, no one in finance processed the cancellation. It has now been canceled and Mr. ***** has been informed that it would take 6-8 weeks before he would receive verification and his refund.  He was okay with that and said he would be taking down any bad reviews and/or complaints.

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Purchased new vehicle 4/29/23 Due bill: Repair dent in driver door. Stock number: s112512. Salesman: ****** Farivar No action. Called him May 17, he said “don’t worry I’ll take care of it “ As of today no action

  

  Business Response

  Date: 07/24/2023

  We have a scheduled appointment with the customer at noon on Wednesday to take care of this issue. We will look for a response of whether this is acceptable to the customer after the appointment's conclusion on Wednesday.

  Customer Answer

  Date: 07/25/2023

  
  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.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/17/2023

  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 purchased a 2018 Jeep Wrangler with 24k miles on it from this dealership. As many used vehicles as I have purchased in the Knoxville and surrounding area, this is the worst experience I have ever had. The Jeep had check engine light on from day of purchase. Jeep wouldn't start to test drive. The salesman explained, was just a battery issue. They changed out the battery to go on test drive. My son in law and I discussed and decided to purchase as reassurance from salesman that everything was corrected with the Jeep, that they had corrected issue with battery exchange, and I could just purchase a bumper-to-bumper warranty that would cover any issue. After couple of days, check engine light returns and chirping from throw out or pilot bearing begins to be heard. This is a secondary vehicle and not driven much so I would have to get in for repairs as soon as I could. I have my daughter return the vehicle to service dept for issue with the lights, pilot bearing and check engine. Only the light issue was resolved. They said they couldn't mimic the throw out bearing chirping. Check engine light still on. My 19-year-old daughter had to return the vehicle again to address check engine and pilot bearing. Sadly, my daughter had to explain about pilot bearing chirping. One of their head mechanics had couple techs come and listen to what a pilot bearing chirping sounds like since they couldn't seem to figure that out on trip 1 to service. Said they would have vehicle for a week, they had it a month. There excuse was we had people out. My son in law just told them he could finish the work if they couldn't and finally, they had to call in mechanic from other dealership to fix the issue. They said they couldn't figure out check engine light. Took it to Jim Cogdill they figured check engine issues in a few days. I am paying $600/month for a vehicle that can't be driven. Vehicle obviously has many issues. Total bill from Jim Cogdill 6004.61 not covered on warranty.

  

  Business Response

  Date: 05/17/2023

  I'm having a difficult time finding your name and number in the system.  Do you mind letting me know the last name of the person is who bought the vehicle?  Or perhaps the last 6 digits of the VIN number?

  

  Business Response

  Date: 06/02/2023

  On the first visit we could not duplicate the concern for which Mr. ******* brought the vehicle back. This was on 1/19/23.  Mr. ******* returned on 1/24/23 because the vehicle was actively making the noise.  At that point the noise was obvious and did not require much demonstration for the technician to understand the problem; however, Mr. ******* did demonstrate the noise for the advisor.  After a short diagnosis our technician found the throw out bearing was bad. The ticket opened that day, 1/24/23, was finished and closed due to a part delay on 3/3/23. This repair was covered under warranty. We are unaware of any other mechanic from any other location having to become involved with the repair.  As we were unaware of another shop's involvement, we would like to request some documentation from the customer where they had to receive more diagnosis and more repair from another shop.  The check engine light for the misfire was still not active at the time of repair or the initial visit on 1/19/23.  After testing for misfires through the misfire counter there was none present while the vehicle was in our facility. Upon test driving the vehicle after the repairs no issue reoccurred.  We have also reached out to the other dealer to ascertain the corrections they may have made during the stated time period.  Thank you for the opportunity to get a good understanding of what has happened here.  

  Customer Answer

  Date: 06/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: The business did not address the concern, which was they sold a vehicle that had many issues knowingly as the check engine light was on the day of purchase and now I have a 6k bill on top of the other issues the vehicle had from day one. Check engine light was on from day one beginning with test drive with the misfire in cylinder 1. Check engine light appeared after getting the vehicle home and we attached code reader that read misfire in cylinder 1. The misfire was present on the day we presented the vehicle for the throw out bearing issue AND check engine light was the PRIMARY concern. We brought the vehicle home from service after them not figuring out the issue. My son in law changed the spark plugs hoping the very fried black spark plugs that were pulled that day would repair the issue since they couldn't figure it out at Secret City, but the misfire appeared in cylinder 3. I am wondering why it was so difficult for them to diagnose. It took Jim Cogdill Dodge a few days to have the whole situation assessed and a plan in place to repair the misfire issue. This whole situation could have been avoided with an appropriate inspection presale with a heads up to the issues of the vehicle, or better yet, most dealerships will repair the vehicle prior to resale. I have yet to buy a used vehicle that a dealership have not inspected and repaired issues prior to sale. That is just a poor business practice. It has left me making payments on a vehicle I cannot drive without expensive repairs.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:05/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 November 28, 2022, I decided to cancel my vehicle service contract with Secret City CDJR dealership, with the clear understanding that a full refund would be issued in due course. I received an acknowledgment from the dealership confirming the cancellation of the contract. However, it has now been over six months since the cancellation, and I am yet to receive the promised refund of $1,426 In an effort to resolve this issue, I have reached out to Mr. ****** **** from the dealership's Finance Department on several occasions, to no avail. I have neither received an adequate explanation for the delay nor any concrete steps taken towards resolution. This situation is not only frustrating and disheartening but also raises concerns about the dealership's financial operations and its commitment to customer satisfaction. I have all necessary documentation to validate my claim, including the proof of cancellation and acknowledgment of the same from the dealership. I believe that this evidence makes it evident that the dealership has not fulfilled its commitment and responsibilities towards a customer. Given these circumstances, I kindly request the Better Business Bureau to intervene and assist in this matter. I am hopeful that your involvement will expedite the refund process and help bring about a fair resolution. I am ready and willing to provide any further documentation or information that may be required for your investigation. I appreciate your attention to this matter and look forward to your prompt assistance.

  

  Business Response

  Date: 05/17/2023

  I've got an answer for you!  This vehicle service contract was cancelled on 1/27/23 as written on the signed agreement on the attachment you sent in to the BBB.  The cancellation was processed and the dealership received money from the warranty company all in a three month span of time.  A check was cut to Chrysler Capital in the amount of $1327.58 (proof attached) on 4/14/23 (copy attached).  Chrysler will unfortunately not allow us to send the customer a refund if there is a lien on the vehicle.  It must go to the lienholder first.  If they choose to release it to the customer that is their prerogative.

  Customer Answer

  Date: 05/20/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20043981, and though I do not agree with business's response, I have received my refund check finally and I am OK to close this complaint. I have attached the letter from Chrysler Capital about the refund.
  
  Sincerely,
  
  *** *********

• Initial Complaint

  Date:04/18/2023

  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.

  November 30 2022 took vehicle in for a ABS warning light. Dealership diagnosed problem and said a multitude of parts and repairs were needed. Asked to prepay for parts and they would order right away. As of March 15 I started trying to get a refund or update on status of parts. My original service advisor is no longer there. I spoke with **** on 3 occasions 3 weeks in a row. each time being promised a call back. No parts were in but was unsure how to get a refund. Today April 17 I finally got a hold of someone and was told it would be August 16 at the earliest before parts were in. I told them to cancel the order. They have insisted on charging a 25% restocking fee, on parts they have never received. In review of the service ticket it does not appear to address a restocking fee. The total cost of parts was $1258. They are charging a $315 restocking fee for parts never received.

  

  Business Response

  Date: 05/17/2023

  Did we charge you the restocking fee?  I can't tell because you wrote your repair order didn't have restocking fee on it.  I will be happy to get you the restocking fee back if we charged it to you.

  Customer Answer

  Date: 05/18/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  1.  I was referring to the fact the service order did not disclose a restocking fee would be charged

  2 I received a call today saying if they would refund stocking fee.  I will await this credit
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 05/22/2023

  Perfect! After I asked my clarifying question I reached out to everyone in the parts and service department who would know the situation and quickly came to the conclusion that you needed to be refunded.  Seems as though my parts manager, Jason, discussed with you before he left for vacation, but I would certainly like to get this resolved today.  I will call your number after submitting this answer.

• Initial Complaint

  Date:04/11/2023

  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 March 18th I went to secret city cdj in the market for a car with a loan that wouldn't give me a balloon payment. I met *****. We ran numbers and applied for financing. I got approved and they brought a car around, a car ***** told me that ally financial had picked for me. Lie #1. I drove it and asked about the tire pressure light. Said it was the temp fluctuations we'd been having. Lie#2. Later that afternoon, I called the car was still running after shut off, it idled hard, made a loud noise and shook. My salesman was busy so I was told it was the turbos. It is a vw tiguan and they did that. Lie#3. It got worse and was told to bring it in. Called me less than an hour saying the car could be driven while they waited for the part and for the warranty Co. A week went by and the problem was getting worse. I finally called them to find out a status where I was told warranty wouldn't cover the 1300$ repair. I was livid. I tried communicating with multiple people, I got shuffled person to person each one explaining they didn't understand why I was transferred to them they had no response. I gave up. Layer that day the check engine came on. Ran code, it was a max air flow sensor. Called back told they wouldn't cover that either. All engine components, all not covered. I decide to take it back, the transmission starts slipping. The transmission light comes on. Told them to undo the deal give me my down payment back and I would go elsewhere. Told me to keep driving a car that is not safe to drive. Told me I did something to the car. The car sat in the driveway for a week except when I went to the Dr. Said they would be switching the warranty to get it repaired. Well, here I am, no car, no loaner, no answers. I get the run around. They lied about getting me a different warranty, said it wouldn't cost me extra now want 1000$. Now saying the issue is a couple sensors and the fan, THAT IS BROKEN, is now magically not the issue. ***** and ***** have lied from the start.

  

  Business Response

  Date: 04/12/2023

  I, ***** *******, was brought into the fold of this debacle late in  the game. To my understanding, she had already spoken to *****, ******, *****, and several service employees before I was made aware there was an issue. When I got involved, sometime around mid last week, we had the Tiguan here in service waiting to get it diagnosed. I was made aware she had purchased a powertrain only extended warranty through TWS for 24 months or 24,000 miles. I met Mrs. ****** and her Mother, I believe, as her Mother was her ride to drop off the car in the front par**** lot with their salesman, ***** ****. She immediately started accusing and cussing while I tried to decipher the issue. I asked all the questions I knew to ask and she pleaded her story. That story had many inconsistencies.. She claimed that someone told her a fan was the cause of all her issues and that her "transmission light" was flashing and that the owner's manual said it meant the transmission was bad and about to blow. She also claimed that her mechanic, who she did NOT disclose and Advance Auto Parts counter worker confirmed this. I explained she had a powertrain warranty and that if the transmission was bad, we would gladly file a claim on her behalf and resolve the issue.. She asked about the other issues. These issues included loss of power, erratic idle, CIL Illumination, and some noises as well as a fan issue. I told her I would also have these looked at and if they were warrantable issues I would also file these claims on her behalf. After a few more minutes of being berated by Mrs. ****** and her Mother, they left. I explained to her that if the warranty agreed to cover the components, that they could POSSIBLY cover a rental, that we would file the claim. I followed through and had ****** in the UCI building look at the Tiguan with ***** ***** (***** was the original tech to look at the Tiguan so I wanted another opinion from a very experienced technician). ***** assured me when the UCI was completed, the vehicle was in proper wor**** order with no lights or rough idles. ****** used his computer to run the codes on the CIL. He reset the codes, asked me to drive it for 5 miles, then allow him to re look. I did this while the salesman ***** **** accompanied me. 30 seconds after we left the par**** lot, the CIL re illuminated. ****** rescanned the computer and told me the throttle body needed a good cleaning, that it being dirty had caused the MAF sensor and boost bypass sensor to go bad. After further inspection and drive, ****** stated the transmission had no issues and was functioning properly. The bad news was the components that needed to be replaced were NOT warrantable items. I called and explained this to Mrs. ******. She was very unhappy even though I assured her I would be ta**** care of the issues because I believed we missed the throttle body service in our UCI. She said that ***** and ***** had told her that they would roll her powertrain warranty to a wrap and cover the components. I went to ***** to confirm this and he said this was not the case, yet another inconsistency... ***** said it would be $650 more from he customer to make her 24/24 powertrain to a 12/12 wrap. I explained we could do this for her but it would be $650 more. She was again displeased. Again said she was lied to. I again explained I had not lied to her one time to continue to deal with me that I would only give her truths. She then started back on the fan. I asked the main shop that had previously looked at the fan what issue they were tal**** about and was informed it appeared she had hit something with the fan because the break on it was extremely fresh but would not hinder proper operation of the Tiguan. I called and informed Mrs. ****** of this and she became very defensive and acted displeased I was fixing her car. She then became defensive wanting a rental at no charge. She claimed her warranty owed her that. I informed her the warranty was not covering anything that Secret City's pre owned department was. She then went back to the fan demanding the fan be fixed. I re told Mrs. ****** that a senior technician re diagnosed the Tiguan for me and assured me these were the only issues. She then called me a liar (yet again) and said I was playing games. She has called in a made a scene with numerous employees here at Secret City. She is putting all of her stock in what she claims Advance Auto Parts told her. I have tried as diligently as possible to keep Mrs. ****** in the loop on her vehicle. It appears to me she did not like what I had to say, or any other person she has spoken with, and is moving on to the next person. I would also like to add Mrs. ****** NEVER asked nor insinuated during our early conversations on the phone or in person that she wanted her money back. I would have gladly done this.. Her and her Mother acted as they have to have this Tiguan because it is the only car at the only dealer (Secret City) that could get her approved and that if we took the car back, she would be at square one with no car and no approval.

  

  Business Response

  Date: 04/24/2023

  You asked us first to fix the car.  We were in the midst of fixing the car.  You then asked us to give your money back.  So we did that instead.  Can we do something else for you?  If you'd like to buy another car please let me know so I can set you up for success with a new salesperson and a new sales manager.  I truly would like to make sure you are 100% taken care of.

  Customer Answer

  Date: 04/25/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  It's a lie. I was verbally assaulted by your manager, *****, stating I called into the warranty company and canceled the warranty. There was a woman who called to get info with my personal info, the calls are logged by name and phone number. The number she called from was a direct number to secret city. Also, it was logged that at 336pm the previous day *****, who works at secret city, called and canceled the warranty. He did so before I even decided to take the option of receiving my money back. So it seems to me that you knew you had 0 intention of fixing that vehicle. The claims you made that the warranty Co was the issue, was a lie. You committed fraud by having an employee use my social security number and contact the warranty Co. I am requesting reimbursement for the days I had no vehicle, had to borrow other peoples vehicle since you refused me a rental, though a rental is provided under my warranty contract, and I missed functions and appointments. I paid 419 per month that's 13.66 per day. I didn't have a wor**** vehicle for 46 days that would be 491.76 plus the 2 no-show appointment fees a 35 each. For a total of 561.76. I was able to go to a local dealer and buy a brand new vehicle with a better warranty, 12 miles on the car and the service was amazing. You lied at every turn, made accusations that were false, verbally attacked me in your dealership,and committed fraud using my personal info. Shame on you. The owner and everyone in the community should know what kind of people you are so you can't do this to someone else. Documentation can be provided upon request of who canceled the warranty. *spoiler alert* it was NOT me.
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/27/2023

  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.

  I was looking for a new truck and heard a commercial on the radio that Secrete City CDJR will pay off your trade now matter what you owe. I know I am upside down in my trade and thought yes this sounds like a good deal WRONG they were going to payoff my loan which any dealer you trade into has to do. But there commercial offered to pay off your loan no matter what you owe LIES they tacked on the negative equity onto the new truck I did research and RAM is one of the dealers that does offer to pay off your trade no matter what you owe but never mentioned that they tack it on to the new vehicle and the consumer still has to pay for it. Very misleading and manipulative. They also advertise $1 down and me for $3000 down very deceptive

  

  Business Response

  Date: 03/29/2023

  I'm sorry our advertisement was unclear.  What you found out when you came to trade-in your vehicle was correct though.  When we pay off your negative equity it does roll into your new vehicle loan.  Your credit score must substantiate the overage in negative equity in order to be approved for a loan.  That is why the disclaimer states with approved credit (W.A.C.).  If your standing with the bank is good then we will be able to help you into the new truck that you deserve! 

  Customer Answer

  Date: 04/06/2023

  Just ridiculous your commercials should better explain to people and better to not try and deceive them say not a dollar down, will pay off your trade no matter what you awe but by the way we are adding it to your invoice and you still have to have too pay off your own car, what a joke