ComplaintsforCasey Auto Group, Inc.

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My 2009 kia borrego wouldn't go into park after you drove it. I would have to put in neutral and start the vehicle and then put in park. Nothing else was wrong with it. On July 23, 2024 we took the vehicle to Casey auto in ******* ****. They kept for a week said it was fixed. We came to get and before we got out of the parking lot the vehicle shut off. That has never happened. Also they claimed they needed to put a new battery in because mine was smoking. Which it was working fine before it got there. Also the vehicle wouldn't go into park which was what they were suppose to fix. We paid ***** for that. The mechanic told my husband to stick a screw driver in the gear shift and it will work. Husband drove to Norfolk and the car shut off two more times. Got it home had to towe back to casey auto for **** on Sept 1. and they have had it since and we are going on 8 weeks. Never offered a rental said we could pay for one and get reimbursed but we don't have that kind of money husband on disability. We contacted the Kia complaint office have a case number no one is getting back to us. Now Casey auto wants us to get the vehicle and they said they would give us all of money except the **** for battery. Well I don't think that is fair they should give us all we spent to them and for the towing and they should pay for the car to be towed back to us since it's on worse shape than when we dropped it off. I called the Kia complaint office and tried to tell them what happened and no one wanted to help me. They just said they would send an email to my car worker and she would get back to me which she never does. Please we need help and I don't know what to do. we have not been treated fairly.

  

  Business response

  10/02/2024

  The customer has an olde* *** with high miles and Casey *** has made several attempts to repair shiftier system at the direction of Kia North America. 

  After 3 different attempts we were not able to repair the vehicle. 

  *** ***** ******* is not offering any support to the customer due to age and mileage of the car. 

  Due to the good faith the customer had in Casey **** they will be picking up the car and Casey *** will process a full refund in the amount of*******  and mail to the customer within 10-14 business days.
  
  Thank you for your assistance with this matter 

  Customer response

  10/03/2024

  They did finally after 8 weeks and me telling them I was getting a lawyer they decided to refund the money but not til then

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  April 30, 2024 I purchased a 2013 ******* ******** from Casey Chevrolet. May 6 the car went to Casey due to burning rubber smell & heat radiating from the tires after each ride. Casey replaced the brakes at no charge. July 14 the car broke down & the check engine light came on. I scheduled the first available appointment at Casey which was July 17. July 17 I dropped the car off at Casey for an oil change & in person communicated my additional concerns. While the car was in service, communication with Casey Chevrolet was poor and ineffective. I would call for an update and be transferred numerous times with no information. Casey Chevrolet then transferred my car to a Hyundai dealership. In the meanwhile I had no loaner car, as Casey allegedly had no cars available. August 9 I went in person to Casey. I spoke mainly with ****** (Sales Manager), who verbatim admitted fault. He said that obviously they wouldn’t knowingly sell a faulty car as that would cost the business more money than it would be worth, but nonetheless he stated I did not have the car for enough time or miles to cause the damages. Travis said Hyundai would likely need to replace the entire engine; which should be covered by my warranty but in the event it was not, Casey would cover the cost of the repair because it should not have happened. The visit on August 9 concluded with Travis transferring me t* ***** ***** (Service Department Manager) to receive a loaner. ***** ***** was unprofessional and difficult to work with & he claimed to have no loaner available. After an egregious amount of time talking to different people within the same organization I receive a loaner “from the reserves” on August 9 for a $*** *******. August 21 my car was ready to be picked up at Casey Chevrolet after 36 days in service. August 25 the car will not shift gears & is not drivable yet again. Given my experience, I am left to believe the car at the time of purchase was defective.

  

  Business response

  09/11/2024

  On April 30,2024 Casey Chevrolet sold *** ********* a 2013 ******* ********* On July 14th  the vehicles check engine light came on and he brought it on July 17. After inspection by our service technician the vehicle was sent to the Hyundai dealership where we were able to get the engine replaced with a new motor through Hyundai at no cost to him. We knew nothing about the current issue the vehicle is having until we received this *** *omplaint this week. General Manager of Casey Chevrolet spoke to *** ********* today and found out he had the vehicle towed here without our knowledge and he still has the keys to the vehicle. I explained to him that we will diagnose the issue and assured him it would be covered under warranty and that we would get him a loaner car provided to him at no charge, he told the General Manager he would drop off the keys around 3pm today, 9/11/24, and pickup the loaner. He was good with it and thanked the General Manager for assisting. We will correct the issue the vehicle is having and get him back in it as soon as possible.

  Thank you for your assistance with this matter 

  

  Business response

  09/17/2024

  We are going to reinspect this vehicle after the current repair under warranty to insure *** ********* has a reliable vehicle. 

   

  Thank you for your assistance with this matter 

  Customer response

  09/19/2024

   
  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. As long as I get a document stating everything is inspected and working properly.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  September 2023 I took my care in for oil change, etc. as I wanted to go on a road trip. Upon checking out, and speaking with the technician and the advisor, there were differing opinions as to whether it would be safe to drive with tires at a low tread depth. I proceeded to be safe than sorry and purchased 4 tires. With 1200 miles (never took the road trip....) I started hearing a noise. Thinking it was the tires, I dropped into an auto repair shop (April 10, 2024) and learned more than I anticipated. The tires were wearing because I needed shocks. Also, the noise was a wheel bearing. I contacted Casey (April 11, 2024) over the phone and in person, regarding the wheel bearing, the tire wear, and the shocks. I spoke to the General Manager. the Service Manager and the Advisor. Six weeks have gone by and there are still no repairs as agreed to. Explanations such as ordered parts came in wrong, the preferred technician was off that day, etc. I have been calling the Advisor, the Service Department main number, etc. and the phone gets hung up. I am in need of my car repaired as agreed to with General Manager. This is a safety issue.

  

  Business response

  05/31/2024

  General Manager Mr. **** ***** ** *** ****e and let her know we are replacing 4 tires

  Service Manager Mr. ****** *poke with her to set up an appointment to bring the vehicle in and she stated she would call when she could bring the vehicle back in to have the tires put on

  Mr* ******  provided her with an estimate for shocks and wheel bearings verbally and will be following up with an emailed estimate 

  
  Thank you for your assistance 

  

  Business response

  05/31/2024

  General Manager Mr. **** ***** ** *** ****e and let her know we are replacing 4 tires
  Service Manager Mr. ****** *poke with her to set up an appointment to bring the vehicle in and she stated she would call when she could bring the vehicle back in to have the tires put on
   Mr* ******  provided her with an estimate for shocks and wheel bearings verbally and will be following up with an emailed estimate 
  
  Thank you for your assistance 

  Customer response

  06/13/2024

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

  03/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  1/23/2024 I purchased a new ****** ****** ******* **** ***** ****** This my third car from this dealership. After reviewing the coverages of the service contracts in the contract, I decided to cancel them. February 2, 2024 I went back to the dealership and requested cancellation of these. If cancelled in 60 days, a full refund will be issued. I gave the salesman copies of the three contracts and he provided me with a document to sign requesting cancellation. He verified mileage on the vehicle had me sign and date the form. These three contracts total ********** ******* for the key assist was neither disclosed to me nor itemized on the sales contract. An additiona* ******* for an additional fabric pro******* ******** *** ***** **** ******* ********* ** *** ******** ** *** ********* *** ******* ***** ** *** ******* *** ********* The sales figure was changed to ********* an increase o* ******** The ***** *** ***** **** and sales taxes were not itemized and obfuscated on the contract as a single delivered price for the vehicle. I tried to contact the salesman to try and work this out but received no return call. February 6, I sent an email to the sales manager Chris Lane outlining all of this. He promptly called me and apologized and assured me that I would be receiving ********* for the cancelled contracts $****** for the undisclosed fabric coverage and the $****** for the pricing error, for a total of $******* *n credits to ******** ***** ******e, stating the credits would take 2 - 3 weeks. Here it is now, March 5 and when I contacted the coverage company, I was told the coverages were not cancelled and still in effect. All supporting paperwork is available if needed.

  Customer response

  03/12/2024

  The morning of 3/11/2024 Mr. Lane from the dealership sent me an email that a check in the amount of $*** is being mailed to me today.

  With that, I now consider this matter successfully resolved. Thank you for this platform that allows for the resolution of matters deemed serious enough to pursue without resorting to legal means.

• Initial Complaint

  05/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi i Purchased a Car from ***** **** This was a 2011 ********* ******** Grand Sport, the Experience has been nothing but a Scam from day 1, The Car deal is made 4/29/23 and i wire $***** Cash for the purchase on Monday 5/1/23, i get the run around for over a week from the Dealership on when the Car will be delivered to New York State 1****, after 10 days the Car is picked up shipped to NY, Upon arrival the windshield is broke with 2 big stone chips, 1 at the bottom middle and 1 at the driver face area,, i cant get the doors open from the outside as both door electronic button/switches are No good and have to climb thru the Hatch to enter Vehicle, I get the car started and runs terrible, bucking and popping with Engine light on for the ECM Module!! Both Rear Tires are Bald, How Did this Car Pass a Virginia Yearly Inspection?? We put it in the garage, then contact the Dealership to get more run around!!, then find out the car is not Registered or plated upon arrival to drive!! I call the Dealership again and more Run around and have emails from the Dealership telling me to drive it illegally and show the Police if stopped the Purchase contract, I stated the Car can't be drive that way and is Illegal, 2 days later i get a paper Temporary Plate good from 5/9/23-6/07/23 to drive the Vehicle, The Vehicle has been driven 64.1 Miles and can be confirmed , it dosent run right and i have a 2 year **** **** ********* this needs to be repaired, . The other issue the Car still dosent have Valid NYS Paperwork, No Title or Registration, No Valid State Transfer, the Temp Plate Expires 6/7/23 and then the Car is even more Worthless to me. I need to know who to contact to have Warranty and Service work done ASAP, and i need Proper Proof of Ownership Documents and Valid NYS Registration.

  

  Business response

  06/13/2023

  ***** *** has reached out to Mr* ****** and have taken care of the cost for the repair items mentioned in the above statement. The DMV paperwork has been sent to NY State for processing. As out of State paperwork does take longer, it is standard practice that an additional set of temporary plates are issued as needed. As of today 6/13/23 our accounting office has confirmed with NY State *** that they have completed the appropriate paperwork and sent back to the processing center and ***** *** is awaiting the return of that paperwork  from the processing center to send to the customer. As soon as it is received it will be overnighted to Mr* *******

  Thank you for your assistance with this matter

  Customer response

  06/15/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,The Vehicle is being repaired at present, I still need and have asked the Dealership over 12 times for the proof of Warranty Documents for the 2 year***** ***** warranty, i have not received them and would like to have the official warranty information and how to contact them when needed??
  
  Sincerely,
  
  Michael ** ****

  

  Business response

  06/15/2023

  General Manager Shawn ***** and Finance Manager Michael ****** have sent a copy of the 2year/200,000 mile warranty to Mr* ****** today 6/15/23 along with a copy of his registration that arrived today as well. The original registration has been mailed and Mr* ****** should receive in a few days

  Thank you for your assistance 

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Any time that I bring my vehicle in for a service multiple calls have to be made to the business in order to get any questions answered about my vehicle. The receptionist always gives the same answer I will forward your information to your service advisor and they would not contact me back. Only way I found to get my questions answered is to show up in person. I brought my vehicle in to their service department on August 1st 2022 for a check engine light, I received the vehicle back on August 9th and the next day the engine light was back on for the same reason. I called the business and let them know the issue is back and I was told to bring in in the same day to have it put through the diagnostic scanner, I was then brought back to the service advisor and was asked to make a new appointment for service which was on August 15th. I then received a confirmation saying my vehicle was completed. I then went to the business the pick up my vehicle and the service advisor was confused and thought I did not leave my vehicle there on the 15th and was going to reschedule.

  

  Business response

  09/14/2022

  Business Response /* (1000, 5, 2022/08/24) */ Casey Volkswagens Service Manger has contacted Mr. ******* We apologize for the misunderstanding in where the vehicle was left and we have taken care of his concerns. Thank you for your assistance with this matter

• Initial Complaint

  08/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  RE: Refund on KEY ASSIST PLUS MEMBERSHIP Contract PEXXXXXX On October 1, 2019, my daughter Kendra ****** and I purchased a 2019 Subaru Forester from Casey Subaru. As part of the purchase, we purchased a ROAD ******** MOTOR CLUB KEY ASSIST PLUS MEMBERSHIP FOR ******* at the urging of the finance manager, Kevin ******** The membership is for 60 months and according to the contract is cancellable upon written notification to the selling dealership for a pro-rated amount. On June 21, 2021, we sold the 2019 Subaru. On June 28, 2021, I sent an email to Casey Subaru's Sales Manager and Finance Manager **** *********** requesting a pro-rated refund under the terms of the KEY ASSIST PLUS contract. The email stated in pertinent part: Dear Mr. ******* and Mr. ******** My daughter Kendra and I sold our 2019 Subaru Forester last Friday, June 25, 2021 to ******* As a result, we no longer need or can make use of the Key Assist Plus Membership Agreement for which we paid ******* on October 1, 2019 **** ************ Per paragraph 7 of the Agreement, we would like to be refunded the prorated amount for the remaining months of the agreement (39 months remaining on 60 month contract or approximately ******* prorated refund). Please send me the necessary form(s) or instructions to process this refund. No reply was received in response to that email. On July 10, 2021, I sent a follow-up email requesting a response **** ************ No reply was received in response to that email. On August 17, 2021, I sent a follow-up email requesting a response **** ************ No reply was received in response to that email. On August 27, 2021, I sent a second follow-up email requesting a response **** ************ No email was received in response to that email. I now request that Casey Auto Group (Subaru) refund my daughter and I the ******* we are owed. Thank you in advance. All the best, Peter ******

  

  Business response

  09/13/2022

  Business Response /* (1000, 5, 2022/08/26) */ Casey VW Sales Manager has reached out to Mr. ******. We are processing his refund and are sorry for the delay in doing so. This is entirely our error and apologize for the inconvenience this has caused. Thank you for your assistance with this matter

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Vehicle was towed to ***** Toyota in ************* Va. on July 28,2022. On the morning of July 29, 2022, received a call from Service Consultant **** ***** asking what the problem with the vehicle was. Explain the vehicle would not start or even crank. He said they would take a look and call me later. Later that day **** called and said that they had to recharge battery and had to replace the starter and the cost would be ******** I said let's get it done. Later that even later **** call and said the car was ready for pickup. Advise him I would pick up the vehicle the next day. On 07/30/2022 went to pick up vehicle and paid **** in cash and the rest ******* on debit card. **** was not working so I pick up the vehicle and drove about 3 miles and all kinds of lights started to come on. I call ***** Toyota and they said to bring the car back. When I returned with the vehicle, I was informed they has contacted **** and he wanted me to fill out a slip in which I did. On the morning of 08/01/2022 at about 7AM received a call from **** about the vehicle and he would have it check out and call me later. He called about 11:00AM and stated they did not have the equipment to properly analyze the problem and I could pick up the vehicle and take it to a ***** dealer in Newport News, Virginia. Went to pick up vehicle and **** was not available. I asked for paper on everything that was done to the vehicle and was told I will have **** mail it to you. I picked up the Vehicle and the lights were still on but before I got home the car started running hot and that's less than 3 miles away.

  

  Business response

  08/29/2022

  Business Response /* (1000, 6, 2022/08/11) */ The vehicle starting problem that the vehicle was towed in for was taken care of with the replacement of the starter and recharging the battery. The lights on the dash we believe may have something to do with an Electric Control Unit. We do not have the equipment to diagnosis this problem and that's why it was suggested the vehicle be taken to a Lexus Dealer. As for the overheating that should also be diagnosed at a Lexis dealer. The lights on the dash and the overheating is separate problems. We have no history on this vehicle as it has never been in our dealership for service but we will refund Mr. ******* half of the invoice that he paid as he has requested. Thank you for your assistance with this matter Consumer Response /* (2000, 8, 2022/08/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept the results that the company submitted. Whom should I contact in regards to the refund.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchased vehicle from Casey Kia dealership XXXXX ********* Ave ******* news 2/11/22. I worked with a sales person Amber. She seemed very nice and listened. Two days later after driving off lot I informed Amber the breaks sounded like they were grinding and squealing. Amber informed me that car had been sitting for 2 months and could be that or dust in the break pads. So I continued to drive car and noise would come and go. I stopped by the dealership the pick up tags and informed the Sales manager and her stated he would call me with an appointment. The sales manager did not. I then contacted Amber again and she set up appointment for me to get breaks looked and I had a recall / system update. This is all within 2 months time. I also contacted Casey Kia attempting to reach Amber and sales manager due to car cutting off and engine light came on riding to work 2 weeks ago around beginning of May. I was ignored with messages left and told they stepped away. I attempted to escalate the issue higher and was blocked in doing so. I had diagnostic done and so far the car had spark plug issues and coil issues. My car is not drive able had to call out to work due to unreliable transportation and had car towed home one day it stalled out. I scheduled the most convenient appointment for me since I work and transportation is now the issue. I just purchased vehicle and car not running. They also refused to give me a car loner so car could be repaired so I could get to work. I am paying almost *** dollars a month for car payments. I have to pay out of pocket to fix and feel if this is a certified vehicle that had been inspected and checked should not have been sold till it was safely taken care of. I am concerned of others that may purchase from them they are not honest and to make money sell unsafe cars. I would like assistance with this and my money I spent back for repairs a apology and they change their business habits it is unsafe.

  

  Business response

  06/01/2022

  Business Response /* (1000, 8, 2022/05/20) */ General Manager Roberto **** met with Ms. ******* and resolved her concerns. Thank you for your assistance with this matter

• Initial Complaint

  02/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to Casey ***** on 12/30/2021 to trade my **** **** ****** for a **** ***** ***** Was told the vehicle should arrive within 3 days. Signed all paperwork for trade, received new lender info, left in original vehicle. After vehicle had not arrived 3 weeks later, I told them I did not want to proceed since they could not find my new vehicle. They had already paid off my **** on Jan 14, so killing the deal was not an option. A few days later, the *** showed up and I agreed to accept with a $**** credit. They had me "approved" with a second lender, for which I signed the new papers. This also meant that my credit is showing the original lender for the **** as another closed account. Over a week later, now in the end of January, I got a call that I had not actually been approved by second lender and we had to go with now a third lender. I signed more papers. Today, Feb 15, I found out that my **** account had been reopened in my name because the payoff for the **** had been returned to Casey auto group on 1/28/22. My **** payment for which I don't have anymore is now late, and I am expected to soon make a payment on my new ***. I contacted Casey ***** and they have told me that they sent a check to **** credit on 2/7/22. I am not sure how to proceed and protect my credit from further damage, and myself from future stress.

  

  Business response

  03/16/2022

  Business Response /* (1000, 8, 2022/02/28) */ We would like to apologize to Ms. *****. This delay was due to an error on our end. Casey ***** Management has reached out to **** **** ***** stating that is was our fault that the account was not paid on time. We provided Ms. ***** with the name and phone number to the representative to speak with who will help her take the past due off her report. Thank you for your assistance with this matter

*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. ↩