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: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 told by Blackwell dealership by employee that I was approved for a vehicle for $7 voucher. But then they call me twice got me way up there. Which I drove. I won't 20 minutes, which was made a third. Which ********* called me 2 times the made sure? What time I was coming up there? On which day I was coming up there and which I told her that I have to come to that Friday because I was busy and which there you always to come up there. It comes up there. They never service the quality of a plane to call up. Then I speak to one of the credit from 1 of the managers. They told me they saw it for the miscommunication that they we're taking knocks on offline call. Then they ran my credit check. They never reached back out to me. Let me know how much was. A d*** payment anytime. So I called them that 6 made a 6 they answered. They said my credit score wasn't the best and it was gonna take a great deal. Of money down to get the call. But they never told me how much it would take.So by that being said that's discrimination and a soul to call and that they will not answer me

  

  Business Response

  Date: 05/27/2024

  Spoke with ******* ****** on 5/27/24. We recapped his visit on 5/3/24. He insists that we scammed him into coming in.  I reminded him that we explained that the vehicle was not ready but we could explore financial options in preparation for when the Charger was ready for sale. We discovered that he has no provable source of income and explained what to do to deposit it into his checking account so we may prove it.  He denies we discussed that on his visit.  He informed us that he paid for a ride here in the amount of $130.  I have agreed to reimburse that expense. He insists that we owe him more however, I informed him, I could only reimburse his actual expense of $130.  I attempted to verify his address to mail a check but he informed me he was no longer at that address.  During the conversation, he was combative.  He wanted to pick up the check in person and I suggested that was not a good idea and he said ******* ***** would pick up the check.  He also insisted that we make the check payable to her and she would pay him.  The check indicates that this is a settlement and these are his instructions.  by **** * (sales manager)

• Initial Complaint

  Date:09/06/2023

  Type:Customer Service 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 09/03/2023 I emailed Blackwell Kia to inquire about a new vehicle they had listed on their website for sale. On 09/04/2023, I received two responses (email) back from them, asking me for information that wasn’t pertinent to the transaction at this stage because I hadn’t even spoken with a salesperson yet. That same day, ***** called me from the dealership and I asked her my initial question of “is this vehicle available?” and she said yes it is. I informed her that sounded good and she asked when I would like to come look at it. I advised her I was 2 hours away so she set me up an appointment for 12:45 that day. When I arrived at the dealership, a salesperson greeted us and I told him about the vehicle I was there for. He said let me go check and I’ll be right back. When he came back, he said the vehicle was NOT available because it had sustained damage during transport and was in the body shop! He also informed me that the lady that told me it was available is at a third party call center in another state and they didn’t know what they were talking about there. Needless to say I was not happy having driven 2 hours, having wasted my time and gas and had a 2 hour drive back home all for nothing. Who wants to buy a $52k brand new vehicle that’s already been painted/had body work done and is that even legal for a brand new vehicle?? I was very frustrated and told the salesperson we were leaving and he said ok. No manager or anyone came out to see what was going on. I told them I no longer wanted to be contacted by the dealership because that wasn’t good business in my opinion. Yesterday I received 2 texts from them and a phone call from the sales manager. I replied and told them not to contact me anymore, in any way. Today, 09/06 I have received a text and a phone call from them to “finish my deal”. I have all of the emails, texts and calls saved and am informing Blackwell to cease and desist all contact with me in any manner. Complaint filed with FTC also.

  

  Business Response

  Date: 09/08/2023

  It is unfortunate that Mr. ******* was not handled properly.  I did call the next day to offer an apology which was before he asked for no further contact from us.  We have reviewed this situation with our call center vendor and steps were taken to avoid this in the future.  Mr. ******* did question the legality of selling a new vehicle that has been repaired.  Dealers are only obligated to disclose damage in excess of 3% of the MSRP excluding glass, tires and bumpers.  However it is the policy of Blackwell Automotive to disclose these repairs regardless of the amount.  My call was on 09-05-2023 after which we received a text asking for no further contact.  His number was automatically blocked by our system due to being on the Do Not Call List nationally.  Mr. ******* subsequently revisited our website which triggered a chain of events including him being contacted again.  We have taken steps to avoid this in the future.  Again, we feel badly about the situation and have reached out to the customer to offer an apology but do understand if he does not want to interface with us again.  We have used this situation as a learning moment and to refine our processes.  

• Initial Complaint

  Date:07/18/2023

  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.

  Okay so I have a 2015 Kia Forte and it started making movements in the back like it was swaying over every disturbance in the road.. I called Blackwell Dodge Kia because I couldn't afford to have it towed to ********* or *******. . My chief complaint was to find out what it was doing. She calls me up and tells me that they did an alignment I didn't ask for an alignment. if someone would have drove the car they would have noticed if they were any type of mechanic that the struts had gone bad they however did find a small nail the size of a ballpoint pen in my tire they tried to persuade me to get two new tires at $89 a piece I said no I didn't have a lot of money but they did an alignment anyway without discussing it with me. I asked her why she did it she said that he did find the car was out of align but you didn't ask me if I wanted y'all to do it. I drove away with the car still doing what it did and got worse so bad I had the car towed away from my job. they didn't ask me permission they just assumed that they could do it I could have took it anywhere and got it done but it didn't need to be aligned it needed struts it could have been aligned afterwards. I've spent over $900 in the past week. I called them today and they want more money to have my car looked at again they want $149 to run a diagnostic. No I would never take my car to the dealership again. They performed work that I didn't ask them to do even though they said that they saw it needed aligned I could have had it done somewhere else because they charge too much money. It's took me taking it to another mechanic to spent an additional $300 to have the struts replaced. Not to mention the $300 I had to spend on a rental car while my car was being worked on. I'm no one that anything bad can't happen to me. What's so odd about this the director of the dealership calling me to talk down to me to try to explain to me there are cars don't have back struts. I got charged when I shouldn't have

  

  Business Response

  Date: 07/24/2023

  Ms. ****** brought her 2015 Kia Forte for the diagnosis of two issues; the first was at 65 miles per hour, there was a bad vibration, the second complaint was when you hit a bump, the rear end fish-tailed.She was told the diagnostic fee would be $149.00 per hour and she agreed.  The technician test drove the vehicle and immediately noticed there was a bad vibration coming from the tires causing the vehicle to vibrate which became worse at higher speeds, he also noticed the steering wheel was off center and the alignment was not correct.  In addition, he found a nail close to the sidewall in one of the rear tires and the other was wearing on the inside.  The service advisor called the customer back and advised her of what we had found and what the cost would be for the things we had found.  We recommended to balance the two front tires, perform a front end alignment, and to replace the two rear tires (due to one having a puncture near the sidewall and the other having inside wear).  The balance and alignment was approved prior to doing any work and other work was declined. The total for the diagnosis, the alignment and the tire balance was $194.40. Since this work was declined, we did not go any further with diagnosis as a leaking tire would need to be corrected first.  Ms. ****** called in to say she wanted to have her car looked at for the same problem and also said she had had two struts installed on the back.  Since this vehicle only has struts on the front, I asked her if she meant, they had installed them on the front since it has shocks on the back and she said no, they installed struts on the rear and ended the call. 

  Customer Answer

  Date: 07/27/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Okay these people are full of it because I paid them $195 for nothing I don't believe that they test drove my car because my initial complaint was that the car was fishtailing I thought it was the control arms cuz it did shake a little bit  but that was that was nothing compared to what it was doing in the back end that was swaying whenever I hit a bump or something in the road and I felt like I didn't have control of the car yes they did find a nail the size of the end of a ballpoint pen in  the sidewall but they wanted $89 per tire plus to put them on the total would have been $408 for everything.. why were they trying to replace two tires when there's only a nail in one I wouldn't pay that much for a tire anyway that's too much money they're too expensive and now my car has a leak that it did not have before I brought it there. Bottom line if they test drove that car they would have felt the swaying in the back end and would have discovered it needed  shocks or struts or whatever you want to call them.. I have since had what needed to be done I got two tires , balanced and aligned all for $70 they want an $89 per tire plus $69.99 to balance them that's crazy I want my money back cuz they didn't do anything for my car I left out of that parking lot the same way I brought that car in there... Any skilled mechanic would have recognized that I need  new shocks. Struts or whatever you want to call them Regards, ***** ******  

  

  Business Response

  Date: 08/15/2023

  If you could provide a copy of all repairs that were done on the vehicle after this visit, we will certainly take a look into this any consideration.  Thank you

  Customer Answer

  Date: 08/31/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. See Attached Receipts Regards, ***** ******

  

  Business Response

  Date: 09/07/2023

  I have reviewed the invoices sent.  The complaints are different on each repair order.  On our repair order that is signed by the customer, it says on the first line "customer states shaking real bad at 65 mph" and the second complaint is "Customer States rear end is fish tailing when she hits any kind of bump in the road ".  I do see you did take our recommendation and installed 2 tires (used).  We did do an alignment for the second line which was needed, however since you did have to add shocks to the rear, we are willing to return the $69.95 as a one time Goodwill gesture, if this will be satisfactory.  This will be the final offer, so please advise is this will be something you will be happy with.  Thanks

  Customer Answer

  Date: 09/10/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below..I want all the money back I spend the whole $195 my initial complaint was the car was fishtailing  No One drove the car off a lot I don't care what none of you people say if you did you would have figured it out.so I don't know where that first complaint come in but I know my original complaint was it was moving in the back it was fishtailing side to side just come on guys you know no  one drove the car off a lot just be honest man this is we need to be honest here I'm being honest I would like my 195 back please cuz I had to end up spending $1,000 on something that should have cost me under $500..$69 just not going to cut it out of the money I've spent you guys no one picked up on it I left my car there for 5 days and no one figured it out.  you guys were more  concerned about a stupid nail in the tire and trying to get me to replace two tires at $89 a piece. I left there with my car the same way I brought it in. U guys should have done some through investigation obviously it wasn't good enough because it did need shocks that's what fix the problem.. even the girl herself said you can drive it for a little while but not too long cuz it's going to have a slow leak they were trying to get me to buy two brand new tires and $89 a piece forget that and these two tires that I have now that seem to be doing just fine... And getting shocks corrected the problem... So I would like my 195 back please... You going to have to tell Mr Blackwell to reach down to his pocket and get my money back out because I want it. I'm I'm not satisfied because I spent almost $1,000 on something that should have cost under 500. Regards, ***** ******