ComplaintsforCarvix

• Initial Complaint

  03/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  BBB unable to locate business

  More info

  On January 12th I purchased a used 2023 ******* for ****** from CARVIX, before purchasing the vehicle I pointed out condensation in the headlights and was told that the following issue would be fixed. Days later I brought the vehicle back to the car dealership to address the issue and was told it was fixed. I drove the car off the lot the same day I bought the vehicle. Later on I found out that there was an ac problem as well that wasnt disclosed to me, which they told me to take it to a ******* dealership to get it serviced. After getting my vehicle serviced at a ******* dealership using my own warranty I was also told by the ******* dealership that the condensation in the headlights was caused by a hole being drilled into the bottom of both my headlights. After brining up the following concerns I had to go back to the dealership in person on 3 separate occasions to try and get my headlights fixed. The manager helping me in the matter (***********************) further stated that there was nothing he could do about the situation and said he would reach out to his higher *** and call me the next day. The call never came so the next week I went to CARVIX in person, come to find out that CARVIX is permanently closed. With the car salesmen that sold me the car (******) gone and ***********************, the manager saying he would get the problem correct gone I feel that I was sold this vehicle under false pretense with many problems that weren't disclosed to me before purchasing. Not only that, I still dont have my license plate or window inspection sticker and I dont know how to reach out to the company due to them being permanently closed.

  Business response

  03/06/2024

  Carvix ensures complete transparency by disclosing that all vehicles are sold "AS IS," acknowledged through customer-signed documents. Each vehicle comes with a complimentary Carfax and AutoCheck report detailing its history. Additionally, we provide a 3-day/300-mile, or 5-day/500-mile exchange policy. Please refer to the attached documents for further details. Furthermore, we've attempted to reach the customer for tag pickup without success. The customer's tag will be mailed to the address on file. As of now, Carvix has halted all purchases and sales of used vehicles.

  Customer response

  03/12/2024

  Complaint: 21385168
  
  I am rejecting this response because:
  I have documentation showing that the headlight condensation was a problem that was addressed but assessed incorrectly. When purchasing the vehicle I was told that the condensation in the headlight was due to cold weather conditions. After taking the vehicle to a ******* certified dealership I was told that it wasnt due to cold weather, but a hole drilled into my headlights. Something I wasnt aware of or told  about before purchasing. 
  Regards
  ***************************

  Business response

  03/14/2024

  We sincerely apologize, but Carvix has permanently closed. Unfortunately, we are unable to offer any further options.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle in November of 2023 from this dealership. Out side of my personal less than desirable experience. My concern here today is with this dealerships lack of custodial care when dealing with buyers personal information. On two occasions, (Friday, January 26 @3:41 and Monday, January 30 @5:20) I have been copied on emails between the sales person, finance manager, and dealership manager that contained other customer's personal information e.g. copy of drivers license and other personal documents. Their lack of attention to detail and total disregard for the privacy of personal information when dealing with customers sensitive personal documents is alarming. I wonder how many times they have shared customer data with other customers. This dealerships practices need to be investigated.- I can provide the emails if needed.

  Business response

  02/05/2024

  We want to extend my sincerest apologies for the recent email mix-up. It appears that there was an unintentional tagging error, resulting in the customer receiving an email that was meant for our Sales Manager *********************************. Please be assured that this was a mistake, and our customer privacy and confidentiality are of the utmost importance to us. We are taking steps to ensure that such errors do not occur in the future. 

• Initial Complaint

  08/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Allowed me to drive off the dealership on 8/18/2023 with an agreement about the down payment to be made on 8/31/23. I was not given any paperwork stating the contract on the vehicle. When I called and asked about it, it was told it would be ready for pick the following morning since I had to take my vehicle to their service department. I was told on 08/29/2023 that they could not release the documents to me until I had paid my down payment. I was also sold a vehicle with 4/32 of the front tire threads.

  Business response

  09/01/2023

  Carvix has maintained communication with the customer, extending an offer to provide copies of the necessary documents via email and covering the cost of tire replacement if needed. The customer, however, declined this offer and expressed their preference to return the vehicle. Consequently, both parties reached a mutual agreement for the customer to return the vehicle to ********************. The customer successfully returned the vehicle on August 30th and is no longer in possession of the vehicle.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  April 8, 2022 - I purchased a vehicle from there. 2012 ***** Sonic. When I left the lot, the check engine light came on - i called and was told to bring the car right back because it was low on oil and they needed to put more. I brought it back within 5 minutes and more oil was put in the car. *** told me not to worry about the check engine light - it should reset after more oil. April 9 - Check engine light still on... but now the car is making a rattling noise every time i go over a bump or press on the brakes. April 12 - I texted Jan to let him know that the check engine light was still on and what i assumed to be the drivers side **** is loose and making a lot of noise... Also the hood came unlatched and comes open on its own. He advised me to bring the car in the next day after 9am. April 13 - I brought the car in and advised the manager about the rattling noise and the check engine light. I was told that the sweeper on the drivers side became loose and needed a part. the part was ordered and this was replaced sometime in May? June 18 - the car overheated and broke down. I called carvix, they said they won't be able to help and that the car needed to be towed to a ***** dealership. It is now August ************************** the shop. It needs a whole new engine replacement and there is no ETA on when it will arrive. I would not have purchased this vehicle if I knew that the whole engine needed to be replaced. I am now struggling to get around while the car sits in the shop with no ETA. I have called carvix a few times and noone ever calls back like they say they will. This is such a horrible experience! Please Help!!! Note: ************** does not have an engine and no other dealership in san Antonio has one either.

  Business response

  09/02/2022

  The above complaint has been received by our office. Just for background information, at Carvix, we give every customer the opportunity to have their vehicle inspected by any mechanic of their choice. Additionally, all vehicles we offer for sale come with a free CarFax and AutoCheck report. As a result, all vehicles are sold AS IS.  We spoke to the customer regarding the issue as she stated the vehicle is at Freedom Chevrolet waiting for an engine with an open claim with the extended warranty Allstate. We stated there was nothing we could do due to the open claim with the other dealership. Out of Courtesy, Carvix reached out to freedom Chevrolet. We spoke with ***** the service advisor at ************, who provided us with the service contract with repair order # ******. He stated he is waiting on an engine directly from GM or another dealership out of the state. This engine is on backorder. We suggested another reputable source for an engine to the dealer, in hopes of a shorter wait time for the customer. He is waiting on approval. We've called, texted, and left numerous voicemails with no response from the customer to provide this information. If you would like further assistance, please feel free to contact me directly and I will be more than happy to assist you. My name is ***********************. I can be reached at ************ or via email at **************************************

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pickup with aftermarket lift kit and wheels, all undamaged at time of purchase. After signing the paperwork, they took it behind the dealership to detail it. They had the truck for about an hour before I left and during that time damaged both the rim and the tire. I drove 2.5 hours at night in a lifted truck at highway speeds with children in the truck without knowing there was a large slit in the sidewall of the tire. When I noticed it in the daylight I called Carvix, ****** requested photos of the wheel which included proof of damage at the dealership that night. I have called ***** times, talked to 5 people, have only gotten 2 return calls and ZERO return emails. When I told ***** (GM) that I wanted a new wheel and tire he told me "That's not going to happen" though he had not even seen the photos yet. After sending photos and 3 emails requesting an update I have not heard back from him. Photos also sent to *** with no response. Tried to get this fixed for 6 weeks.

  Business response

  10/21/2021

  The customer purchased the vehicle on our lot on 08/31/2021. The customer states she lives two hours away from our dealership. She contacted us the next day about some damage she saw on the rim of her vehicle. We advised her no problem please bring the vehicle in so we can take a look at it as the vehicle did not leave here that way per our porters and detail staff. The customer stated she had pictures and sent them over and again we stated bring the vehicle in so we can take a look at it and still no customer. So we took a look at the pictures and advised her we have no parking bumpers nor curbs on our lot for this to happen but we would assist with a new tire and we would repair the rim at no cost to her. The customer declined the repair and stated she wanted a new rim and new tire not a repair. We advised her the rim is slightly scratched and were not certain of how it was done but again we would repair the rim and get her a new tire. She again declined. I have been in total communication with her via emails and calls and our GSM has also called her only to leave messages with no responses. We are not saying we will not help and are willing to assist. Unfortunately, we could not come to an agreement. 

  Customer response

  10/29/2021

  Complaint: 16041594
  
  I am rejecting this response because:  The response from the business is untrue.  They did not offer to fix the wheel, they were not in constant communication as claimed and this complaint should not be marked as resolved or that the business addressed the issues with me.  The one time I spoke with the ** he told me he would not fix the problem, and then never responded to any emails after that. 
  
  Regards,
  
  *****************************

  Business response

  10/29/2021

  We are very confused at the mentioned response from the customer because i myself have spoken to this customer multiple times regarding the mentioned tire repairs. I explained what we would do for her regarding the repair which is new tire and the repair of the rim and every time we have spoken the answer is the same. She states she does not want the rim repaired she wants a new rim and a new tire. The rim as seen in the pictures is not cracked it is scratched which is why we are willing to fix it for her. We are not taking responsibility for the damage as we did not sell the vehicle in that condition but we are willing to assist our customer out of good faith. Unfortunately, an agreement has not been reached. 

*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. ↩