Complaints

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle June 2, 2023, from Car Credit Nation. 8 days after my purchase my car began to smoke on my way home from work, and then it started being really shaky and wouldn't accelerate very well and then the check engine light came on. My manager had me bring the car to our company mechanic and they checked the vehicle and they stated there was multiple issues with the vehicle I called up to service department and they said to bring it in so they could take care of it. I explained to them what the mechanic I had brought my vehicle had said and I was told was only showing other issues because the check engine light and send signals to other parts and that it simply was a blocked valve. I gave them the benefit of the doubt and let them fix it and assumed we wouldn't have any more issues. Less than 1 week later I was driving home from work and my engine began to overheat. I pulled over for 30 minutes to let my car sit and then begin my route home. When I got to route 7 about 4 emergency alerts started showing up on my dash engine overheating, reduced power warning, engine temperature warning and traction control warning. Mind you I am on a busy highway and my car is shaking barely accelerating and there is nowhere to just pull over safely. I put my caution lights on and pulled over when I could. I called the car place immediately the next morning since they were closed when it happened. They were not able to give me a loaner vehicle that is covered under the extended warranty I am paying an outrageous amount for and there towing wouldn't tow the vehicle the night before because it was too far also covered under this warranty. It is now 2 weeks and 1 day since this place has been trying to fix a car, I haven't even had for 2 whole weeks since purchase. The supervisor basically told me oh well you're in a legal bind pay the payments or the loaner gets repossessed. If we are a month in with all these problems, what kind of issues will I have in 1 year.

  Business response

  07/12/2023

  Hello ****************************

  We are sorry you had to experience mechanical repair needs on a newly purchased vehicle.  Rest assured, we did everything necessary to get your car fixed professionally.  Due to the nature of the repair your vehicle needed, it did require a longer period in the shop than most repairs, but we are glad we could get the engine rebuild done for you at no charge!  You picked up your vehicle from us yesterday after we performed multiple successful road tests.  Please let us know if there is anything else you need from us.  Thank you for allowing us to serve you.

  Customer response

  07/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Yes after 3 weeks of being without the vehicle I purchased June 2 and had in my possession a total of about 17 days ,it was returned to me last Tuesday and it was made loud and clear that the total of repairs made cost them 4900 and I guess I was supposed to be thankful for that but a vehicle with as many problems as there was should never of been sold to me. It is now 6 days from when I picked my vehicle back up and, on the way, to work this morning it began to smoke from the rear and from the front. So clearly the 4900 -dollar repair didn't do it. This entire situation is so unfair to me. I trusted you people to give me a reliable and safe vehicle and I've had nothing but problem after problem. I do not want this vehicle anymore if it can't even make it 30 days without breaking down how is it supposed to make it through the 36-month contract. I have missed multiple days of work because of not having my vehicle. I work an hour away from home and need a reliable vehicle to get me to and from safely. I have contacted my lawyer in regard to this situation and he has told me to have a mechanic not associated with this company to get it documented exactly all the issues are wrong with this vehicle since your mechanics can't seem to figure it out. All I want is my money back and to go my separate way. I am single female who is working 2 jobs and still barely making it by. This is such an unfair situation, and I don't understand how you can get away with selling defective vehicles. Please just refund me my money so I can move on and get a reliable safe vehicle.
  
  Regards,
  
  ***************************
  

  Business response

  08/01/2023

  Hi ******************,

  Thank you for giving us the opportunity to makes things right.   We gave the vehicle back to you last week repaired and free of charge.  I followed back up with you yesterday, 7/31/23, to confirm the vehicle has been driving great which you responded it was driving great.   If there is anything else we can do for you please let me know!

  Business response

  08/10/2023

  Hi ******************,
  
  Thank you for giving us the opportunity to makes things right.   We gave the vehicle back to you last week repaired and free of charge.  I followed back up with you yesterday, 7/31/23, to confirm the vehicle has been driving great which you responded it was driving great.   If there is anything else we can do for you please let me know!

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To start the account I thought I was a cosigner for a 2012 ****** ****** , found out when I asked for the vehicle to be repossession from my daughter's boyfriend that took off with the car to va Beach and stopped paying for it , I withheld paying while the car was supposedly being repossed from him , they took possession in Stephens City Va and charging me 600.00 to do so , which is 1 thing now I've osid them past due amount plus next payment to the tune of almost 1000.00 now they are telling me that it is due for an oil change and that they have to do before they will release the vehicle which I've paid up , it's 1 surprise after another surprise , I was told that I could get the vehicle after there normal business hours if I signed reinstated paperwork now there telling me that I have to come during their working hours , I've paid what was due and I don't want them touching the vehicle that I'm paying for but....they are holding the vehicle hostage until I tell them to change the oil , there was special oil put In the vehicle and I have bought the oil told them I would drop off my own oil that I want uses, heard crickets ! They are the legalized mob ! Worship ****** my **** they worship money and rip people off that are down on their luck ! 

  Business response

  07/05/2023

  Hello *******************************,

  Your auto lender has a policy that requires urgent maintenance that puts the integrity of the vehicle in harm's way get performed, before returning the repossessed car to the customer.  In this case, the engine oil was past due.  To protect the engine's condition and continue with your loan, the oil must get changed before releasing.  If you insisted on not changing the oil, the alternative would be to pay the vehicle off or obtain financing from a different lender.  Then this requirement to change the past due engine oil would go away. 
  

  Customer response

  07/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: It is a mute point at this point !!! Vehicle has been picked up and in my possession and I have it in trusted hands that know the history of the vehicle !!!!!!!! Why the REPO on my credit is my next complaint , kinda funny how I asked you to pick up the car !!!! Its whatever , Please people read all of the reviews before entering this place , They do not have your interest , They are only worried about worshiping MONEY , Not GOD !!! don't fall for it , Cant wait to get this freaking car paid off so I can be done with the MOB!!!!! But I want my credit report fixed , filing a false report for a car that you didn't repo , I asked you to go get the car since I had no idea where to begin looking in VA Beach , get ya facts straight , Karma is going to be sweet sooner or later it will come back around and I hope I'm alive when it does , People Run !!!!! try other sources leave these buy here pay here places alone they are predators and take advantage of people that have fallen on hard times , shut them down by not shopping their junk ...... werent worried about the maintence on the vehicle as long as they were getting there money , I asked them to pick up the car and now all of a sudden they were worried about an oil change that they put cheap ass bulk oil in a car with over 100,000 miles on it and I  was using High Mileage oil !!! IDIOTS!!! Plus released the vehicle to me after I paid them 1000 plus 39.95 for an oil change with bald tries on the front that were below VA Inspection guidelines, but......they state that the proper maintence is to be done before releasing the vehicle back to me , I smell BS 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm financing a vehicle through the company, I have put over $20,000 into repairs. Last week I put $1200 into repairs and now the car is broke down again and they are saying it's gonna cost me $1600 for repairs and labor. When I picked my car up last week they told me there was nothing else wrong with my vehicle and everything looks good and brand new. I believe they are taking full advantage of me cause I have no warranty on the car. I have a disabled daughter and that's are only transportation for her doctor appointments.  Car Credit Nation did this to me before, my fuel pump went out and I told them it was the fuel pump, well they put a starter in my car and two days later I had too pay another tow bill to get the car to them, they said oh yeah you do need a fuel pump but wouldn't reimburse me for the starter that I didn't even need. Please help me, I feel they are taking full advantage of me because I'm a female. They have the car now but I can't afford too pay the $1600 on top of paying $1200 last week and still making my car payment.

  Business response

  05/04/2023

  Hi *************,

  I am sorry to hear you have had to spend money on repairs.  I understand how frustrating that can be especially when unexpected.  You purchased this 2013 **** ****** from us in October 2020. At the time, the vehicle had 94k miles. When we last saw your car in April of 2023, it had 150k miles. This means you have driven the vehicle 56,000 miles since purchase. I reviewed all of your service history with us and in total you have come out of pocket for a total of $2,088.59 with us for repairs. I don't know where you spent over $20k in repairs but it was not with us. Based on statistics, you spent below the average cost to maintain this vehicle. After researching, the average maintenance expense for a 2013 Ford Taurus per 15k miles is $797. With that statistic, the average maintenance expense for your mileage driven would total $2975. This is nearly $1000 more than you have spent with us maintaining your vehicle.   No one from our team is trying to take advantage of you. Instead, we are attempting to keep your car safe while charging less than most shops in our area would charge for the repairs we perform.   The $1132 you spent with us a month or so ago was regular maintenance. Tires, an alignment, tie rod ends, fluid changes, and a control arm. These wearable components wear out over time and must be maintained as you put miles on your vehicle. During your last visit, we diagnosed your overheating concern caused by a coolant leak from the water pump. This repair has nothing to do with previous repairs. We highly encourage you to get this fixed because if you continue to overheat the engine, the repair will be much more costly than the water pump alone. If you would like someone from our team to personally show you what your vehicle needs, we would be more than glad to do that to build our credibility. Alternatively, you are more than welcome to take it to another shop to get a second diagnosis or repairs.
  

  Thank you for giving us the opportunity to serve you!

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a car from this dealership October 2022 I was not told about any issues that it has I did get a 3-month 300 0 mi warranty on minor repairs I took it to a different dealership to trade it in for something that I like better they told me that they cannot use it as a trade in because it was illegal to sell my vehicle at a dealership that it could only be sold at auction because it has previous structural damage and is dangerous to drive I want my money back they can have the card I need to get something that is not dangerous for me to transport my children in I do have an attorney that is willing to take this case if I can't get it resolved

  Business response

  01/23/2023

  Hello *********************,

  We adequately notified you of the previously announced structural damage that got repaired in 2012. I have included a copy of the ****** which you initialed every page and signed the last page. If you did not accept the fact there was previous accident history, prior to taking delivery of the vehicle would have been the time to let us know. Instead you acknowledging with your initials + signature before taking delivery, then drove the vehicle for 8000 miles over 3 months before mentioning this.  

  Just because a vehicle's ****** announces was in an accident previously does not mean it is unsafe. The damage that occurred back in 2012 was repaired and it passed all safety inspections. There is nothing illegal about selling a vehicle with previous accident history, especially since you were properly notified.
  There is nothing I can do at the dealership since you mentioned to me in an email that you no longer have possession of the vehicle. We can not provide an offer to buy the vehicle back from you since you are unable to bring it to us.

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid car payments for my car every week they are claming that i missed one week and i sent them proof that i had sent them the infomation to have the card set up for auto pay. They claim to not see this infomation i resent it them many times and they still came and repoed the car. They will not accept the fact that it was a miskate on the companies part and refuse to be helpful in anyway in helping me reslove the issue. even when proof is provided to them.

  Business response

  10/14/2022

  ****************** was in default of the contractual terms of his financing agreement.  We made a strict payment plan to avoid the pick up of the collateral.  ****************** missed said arrangement.    

  Date 1st past due -  8/12

  Payment Arangement due date - 9/16

  Multipile communcation attempts were made between 9/20 and 9/27.  The customer did provide payment information during this time however it was a payment method that is not accepted for with our auto loan payment processor.  We clearly responded with the customer about this and did not hear back from him after multiple communication attempts.

  Vehicle Reposessed - 9/29

  The customer sent an email at on 9/30 at 3:02am including a card ending in ****.  Email says he wants to make sure we got the payment.  This was after the vehicle was already repossessed.

• Initial Complaint

  06/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  When I was going through the financial loan papers I had numerous questions because numbers didn’t add up they explain this away but still never satisfied me. Sadly I was in a bind and had to get a vehicle especially since I was dropped off at the business. One of the things I questioned when I read it was a fee for a Shenandoah county business license. I asked them why I was paying their business license and I was told it was a state law. After leaving I researched into this and found out there is no state law and have emailed and texted numerous times and was told someone would get back to me. That was almost 2 weeks ago. I have spoken to a lawyer about a class action lawsuit because I’m quite sure they are doing this to every customer they have. Maybe the Better Business Bureau can get an answer
  Desired Settlement: 
    
   
   
   
   
   
   
   
   

  Business response

  06/24/2022

  Hi *****,  I would gladly provide you with an explanation of this.  The dealer business Tax is a local county tax on the purchase of an automobile.  
  It is standard in the industry for this tax to get passed onto the customer, along with other sales-related taxes and registration fees.   All fees and taxes are clearly identified on the buyers order you acknoledged page by page on your day of purchase.  
  
  The following is straight from the *********************************** Website.
  The Dealers Business License Tax may be passed on to the consumer:
  ? If it is listed as a line item on the Buyers order.
  ? If the charge represents the exact amount relative to the sale.
  ? If the local city, county, or town charges such a tax.
  
  Without accepting any wrongdoing, I would gladly credit you the $26.78 business license tax charged if you desire.  You would need to come into the dealership to meet with me briefly, and I will be able to credit this fee towards your remaining principal balance.
  Please reach out to me directly at ********@carcreditnation.com to schedule a meeting.  
  
  Thanks!

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase a 2007********** april 2022 On april 25th had to have the vehicle towed to dealer on april 27th replaced transfer case on april 30th they serviced the transmission On may 25 they had to order a new transmission its now june 14th and i still dont have the vehicle in my position i have made 2 payments while its been in the shop they loan company called me today wanting another payment on june 14th 2022 i explained i couldnt make payment till june 22nd and they denied me that request i explained to the lady **** that i was sick an off work for 2wks due to major health issues and i feel that it is unfair to me that my vehicle been in the shop for 3 weeks an still made payments My vehicle been in the shop more than it has been in my possession i keep bein told it be ready this day and that day and keep bein put off gettin my car back seems like im bein lied too about it and they finance company sayin im in default of my loan now feel as they are saying this veca3i have complained so much about wanting my car that i am paying over 10k dollars for please help me thank you for your time

  Business response

  06/18/2022

  This complaint is outdated and already resolved.  The vehicle has already repaired at no charge to the customer and returned to them last week. 

  Customer response

  06/28/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint:
  
  I am rejecting this response because:
  
  
  Regards,
  
  *******************
  
  The vehicle is still having transmission issues when its put in reverse its bangin an also when u put it in drive this has not been fixed i was told by manager/owners son drive it 5 or 6 weeks an if it still doin it call us back this is not the way to run a business something needs done about this matter my next step is calling tje governor and a lawyer im beyond done with the problems i work hard for my money an my health with cancer an payin out of pocket for treatment this is not what i wanna waste money on car issues
  

  Business response

  07/13/2022

  Hello ***, I am sorry for this inconvenience!
  
  I do not see any record of you bringing the vehicle back after we replaced the transmission a month ago. If you are having mechanical issues with the transmission that was just installed, it is under warranty and you would not have to pay anything for the repair. Please get in touch with our service department so we can schedule a visit to get it diagnosed and repaired.

• Initial Complaint

  05/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from them at the end of December 2021, since then the catalytic converter went out when I was driving home, I called them and they made me pay for the tow truck to bring it to them. They said they fixed it. About a week later it overheated on my way to work, there was no coolant in it. It doesn’t start right away half the time.Then my oil valve was leaky, I was burning oil bad. I brought it to them and got charged for it, they didn’t check about why it has trouble starting, but right after my car was making a funny noise. I asked them about it and they said it’s normal for my car. I asked them to test drive it and they didn’t even though they said they did. Since I’m not a mechanic I took their word and thought it was okay. It still smelled like it was burning oil shortly after and the noise only got worse it seemed. and about 2 months later on the way home my car wouldn’t go over 10 mph and sounded like an airplane taking off and smelled like it was burning bad. It’s in their shop now, they haven’t offered to give me something to drive until it’s fixed. They’re saying it’s the exhaust manifold but then said it could be a gasket. They’re now trying to charge me $500(giveortake) and the charge of the tow truck. I’ve never been late on a payment and have kept up with maitenence, I still owe over $13,000 on this car. My fiancé just became paralyzed and I need a car for when he comes home and so I can visit him in the hospital. I don’t know what else to do and I need help desperately. I either want to be put in a new, reliable vehicle by them or to get my money back for this car.

  Business response

  06/03/2022

  Hi **********************,

  I spoke with our service center, and they informed me that your vehicle was completed today and is ready for pickup.  The bill was substantially less than you mentioned in your complaint.  The roaring noise from the wheel bearing and the exhaust leak from the manifold causing the exhaust smell were both covered by your vehicle service contract.  Please reach out to our service department to pick up your vehicle.  

*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. ↩