ComplaintsforCarson Cars Inc

• Initial Complaint

  05/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I spent 3 hours purchasing a 2006 Saab from them yesterday with a check engine light on. Test drove the vehicle kind of slow but I checked the codes with their code reader and thought what the heck this cars only 2995 before taxes and interest rate Ill get it it anyways. So I ended up getting it after waiting for ****** to crunch numbers for 2 hours. I signed the paperwork around 2:45 pm and saw the numbers were drastically inflated from 3000$ the car was. Total amount financed after a 800$ was 8000k dollars. I was there from 10:30 am to 3:00pm. Ridiculous. Today on 5/24/24 I went to a mechanic I know and he inspected the vehicle to find out its misfiring and has some major problems. Long story short, I tried calling all day today to see if I could return the vehicle and they played phone tag with me and conveniently couldnt get ahold of their manager ******. Please make this right. This is morally unacceptable.

• Initial Complaint

  02/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/4/24 I paid $1000 down to carson cars for a 2015 Dodge Dart with a 3 month warranty. After leaving the dealership I noticed the car was not driving right and upon acceleration it would tug. The car did not do this while test driving it. The stereo was not working and during the test drive the stereo was on but now wasn't working. I also felt the car jerking to the right when I would drive over a hard bump on the road. I immediately called carson cars and let them know the issues I was having. They told me to bring in the car that tuesday so they could fix the issues. Upon exiting the car that night I also noticed a strong burning smell coming from the hood. When I dropped my car off for repair I listed all of the issues with the car as stated above as well as that the wheel well covers were falling out of the wheel area. They had my car from tuesday 1/9/24-1/13/24. When I picked it up nothing had been repaired. Stereo was still not working, it was still tugging when accelerating and jerking to the right when hitting bumps and the wheel well covers were still falling off. They would not provide me with documentation of what had been repaired on the car and let me know they would take it in to get repaired again. At this point it became very difficult to remain in contact with carson cars. I called multiple times and was not getting the help I needed to get my car fixed. After about 2 weeks of trying to get this situation handled I was told that I should drive the car a few thousand miles and then they would replace the transmission. I told them this car was not safe to drive for me and my 2 toddler children. After becoming tired of not having my issues addressed I returned the car on 01/30/24. I told them they were not taking my issues serious and I no longer wanted to do business with them. They will not give me my down payment and said I would owe $550 to get out of the contract. I wanted to speak with the owner but have not gotten any of my calls returned.

  Business response

  05/03/2024

  Carson Cars Inc
  ********************************************************
  
  5/3/2024
  
  Re: BBB Complaint
  
  We are writing to address the complaint submitted by ******************************** concerning her lease experience with Carson Cars. We are committed to transparent business practices and customer satisfaction.
  ****************** has reported several issues with a leased 2015 Dodge Dart, including dissatisfaction with the vehicle's performance and our subsequent service response.
  ****************** entered into a lease agreement for the vehicle on 1/4/24 and later opted to utilize her early termination rights due to concerns with the vehicle's condition:
  The vehicle was returned under the early termination clause of our lease agreement, which typically includes a $595 fee.
  Upon return, Carson Cars performed minor repairs to address the concerns raised by ******************. Unfortunately, she chose not to reclaim the vehicle.
  Our team made multiple attempts to communicate with ***************** to facilitate a resolution and the return of the vehicle. Despite our efforts, these were not fruitful.
  Understanding ********************** situation, we are prepared to waive the $595 early termination fee and remove any negative credit reporting related to this lease, provided ****************** signs a release for the loan.
  We invite ****************** to contact us directly at her earliest convenience to finalize the lease termination. Our goal is to ensure a fair resolution and address any further concerns she may have.
  We appreciate the opportunity to clarify this matter and hope to resolve it amicably. ****************** can reach us directly at the details provided below to discuss this further.
  
  Thank you for facilitating this communication.
  
  Sincerely,
  
  **** Carson
  Owner, Carson Cars
  [Your Contact Information]
  
  Customer Contact Information:
  *********************************
  ******************************************
  Daytime Phone: **************
  E-mail: *************************

• Initial Complaint

  02/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I am writing to file a complaint against Carson Cars Inc in hopes of getting my $4,000 deposit back. I bought a 2010 a ***** CRV on 10/18/23. Upon leaving the dealership the cars check engine light came on and the company pulled the 3 codes and put them in their due bill, that they would fix with no cost to me. It has been almost 4 months, I have had the car for two weeks and it has been in the shop the rest of the time. 2 of the 3 codes they pulled were for the **** They are now trying to tell me that the *** isnt the problem, and that theyll fix it, but I have to pay for it. We have tried negotiating and working with them, only to be scammed and left in be dark this whole time. I have contacted mechanics, dealerships and even done my own research to verify what the codes they pulled are, every single search and person Ive talked to has confirmed the codes are in fact, the **** This has been a nightmare and has left me stranded more often that I care to admit. Currently, the vehicle has been in the shop for a month now with absolutely zero contact on the repairs or when Ill be able to get it back. This is wildly disappointing. I would like my vehicles lease ended and my $4,000 deposit back.

  Business response

  02/14/2024

  I am writing on behalf of Carson Cars Inc. in response to your complaint filed with the Better Business Bureau concerning your 2010 ***** CRV purchased on October 18, 2023.
  After your purchase, a check engine light issue was identified with specific codes, and we agreed to address this issue. It is important to note that the current issue with the Powertrain Control Module (PCM) is distinct from the initial diagnostic codes recorded at the time of sale. Despite this, we have chosen to assist with the repairs as a gesture of goodwill.
  The vehicle is currently at a ***** dealership, which is better equipped to handle this specific repair, involving the Electronic Control Unit (ECU) and modules. The delay in repair is due to the wait for these parts from the manufacturer, a factor beyond our control.
  We understand your frustration with the time taken for these repairs.
  We are monitoring the situation closely and are in regular contact with the ***** dealership to expedite the repair process. We encourage you to reach out to our customer service team for any updates or further clarification you may require. All of our Teams contact info is listed on our website. www.CarsonCars.net
  We appreciate your patience in this matter and are focused on resolving the issue with your vehicle as efficiently as possible.
  

  Sincerely,
  **** Carson, Owner 

  Carson Cars ************

  Customer response

  02/16/2024

   
  Complaint: 21240712
  
  I am rejecting this response because: if youll look at the two photos attached - Carson Cars very due bill states 2/3 codes are in fact the **** The mechanic I was sent to himself has stated the *** is the issue and was not able to fix it, due to several faulty ***s coming to him. The ***** dealerships Ive called have instantly known the codes and confirmed they are the **** 
  when I contacted Carson Cars to remedy the situation, they told me, per the owner - several times, I would be responsible for paying for 50% of the repair as this isnt something covered in my warranty when I explained that I did research and verified the codes are in fact the ***, they tried to back track and say they will see if they can get it down to my only paying $400 for the repairs. At this point, I would just like my deposit of $4,000 back. I cannot trust that my vehicle will be fixed correctly or at this point, that I will ever even get it back. I am happy to take the $595 to end the lease out of the $4,000 and accept the rest back. 

  
  Sincerely,
  
  Tesla *****

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I traded in a car 7 months ago and they were supposed to take over my old loan and are not doing so. They are continuing to make my car payments very late pretending to be me. It is ruining my credit and the bank keeps contacting me in regards to this loan, and the payments not being payed on time.

  Business response

  11/06/2023

  Thanks for the email and the opportunity to review this issue. 

  I was unaware of this issue.

  It appears that we do need to payoff this trade.

  I will send a certified cashiers check tomorrow morning and follow-up and forward a copy to ********************* as well.

  Thanks for bringing this issue to our attention.

   

  We look forward to making this right.

   

  Respectfully,

   

  **** Carson

  Carson Cars

  Owner

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Carson cars Vin ***************** Check engine light came on after getting uo to passing speed on I5 i live 2hrs away from this dealership . Not easily convent . Although they told me nothing was wring with car , i test drove around the block and a short hwy drive under 60 very slow cautious drive, once home i checked the engine light codes with a well knowledge scan tool. Showed a P0299 code meaning turbo under-boost condition. I know the dealer had to know of it . They did offer for me to take to their shop 2 hrs away, and a rental car , but that is to far and in covenant for me . I feel i should of had to pay less for this car with such a severe issue of a car i only had for a few hrs. It already was above market value. And after researching these vehicles more in depth, found out they have turbo issues .if were to get a rebate check for $2000 for my purchase to help with the cost of repair and distress that would please me. I traded in a sound perfect working in no issue vehicle ive owned for 4 yrs. . They suggested some cheap **** parts for replacement and that is not proper fix. Its more like a cheap bandaid. Im appreciative that they have offered tho and are willing to work with me. Although to drive 4 hr round trip a couple times and with an rental car and in their shop is a big inconvenience for me . As well as not acknowledging that they new this car had a check engine light stores deep into the ecm that only good dealerships software can remove, as well as repair it before sale or at least have the decency to list that on the sale and not falsify vehicle being sold. The estimated repair shop cost for this make of range rover is 4-5k to fix . As a skilled mechanic as myself i can do the work myself .. so here we are and in displeased i have to work on my daily driver and deal with such a issue . Again a lower purchase price should have been the deal here , and its sad that used lots do this , give me a rebate check for 2k

  Business response

  09/18/2023

  Dear BBB,
  Re: Complaint ID ********- Concern Raised by ****************
  I am writing in response to the concerns raised by **************** regarding the Land Rover he purchased from our dealership.
  Upon being informed of the check engine light issue, we immediately offered assistance. Recognizing the inconvenience it might pose, we assured **************** that if he brought the vehicle into our dealership for inspection, we would provide a complimentary service loaner for the duration of the inspection and/or any potential repairs.
  We understand that **************** resides several hours away from our dealership, which may present some challenges. However, our commitment to quality service and the integrity of our diagnostic process necessitates that we evaluate the vehicle at our facilities. This policy ensures that we maintain the highest standards of repair and service for our customers.
  While we genuinely wish we could provide the level of service **************** desires at an external facility or his residence, our protocol is structured to ensure both the accuracy of diagnostics and the quality of subsequent repairs.
  Our offer to assist ****************, both with the diagnosis and any necessary repairs, still stands. We remain dedicated to finding a resolution that aligns with the satisfaction of our customers and adheres to our operational standards.
  We appreciate the BBB's role in ensuring businesses maintain integrity and transparency in their operations. We are committed to upholding these values and are hopeful that we can reach a resolution that is satisfactory to all parties involved.
  Thank you for your understanding.
  Warm regards,
  **** Carson, President, Carson Cars

  Customer response

  09/23/2023

   
  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. Im am very pleased that this business is standing behind the purchase and i look forward to working with **** and resolving this issue . Thank you for your time and Saturday i am delivering the range rover to be looked at and repaired. And great full for a loaner while in the process . Good business 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We traded in a car on June 11th, today is August 31st 2023. They have not sent the payout and the two checks that they sent bounced. We have been playing phone tag with them for months! We have been texting and calling **** the owner and ****** the manager. ****** paid a $ ***** dollar payment a week ago, like what is that going to do?? The payoff was $24k We called to see what happened with the car that we had traded in, they told us that the car was sold cash!!!This also affected our credit score. So that needs to be corrected. They sold our 2016 Pearl ***** NX 200T, we call the department of licensing and find out that the car still under my name. They have committed a crime for selling a car that they legally own. Also, we have not received the license plates for the van that we purchased from them.

  Business response

  09/27/2023

  Response to BBB Complaint:
  
  Dear ************************,
  
  First and foremost, we want to express our sincere apologies for the inconveniences and issues you've faced in relation to the car trade. It is our responsibility and commitment to address concerns from our valued customers promptly and efficiently. We appreciate the opportunity to reply to and hopefully resolve Mr. ***** concerns.
  
  Concerning the Banking Error: We are truly sorry for the issues arising from the banking error. We understand the serious implications it may have caused. As an immediate corrective measure, we have mailed a certified cashier's check for the payment in full, amounting to $19,691.99, and have overnighted it to ************ Credit. We believe this action should promptly resolve any outstanding financial concerns.
  
  Effect on Your Credit Score: We understand how essential maintaining a good credit score is. Once the payoff banking error was discovered, we mailed the $2,000 payment directly to apply to the balance because this was the quickest way to avoid a potential late payment. The process of payoff usually takes a longer duration than simply applying a direct payment, and our intention was to ensure your credit wouldn't be negatively affected during this period. Furthermore, we were informed by ************ Credit that they haven't reported any negative feedback to the credit bureaus concerning this matter.
  
  License Plates for the **** We have records indicating that the plates picked up for the van at the dealership. We just left a message to verify this, but if, for some reason, you do not have the plates, please inform us immediately. We can arrange for replacement plates to be made available to you the same day.
  
  Lastly,I want to assure you that we take this complaint very seriously. We will be reviewing our internal processes to ensure that such errors are not repeated in the future. We will be in direct touch with you to resolve these issues as swiftly as possible.
  
  Again,we deeply regret the distress and inconvenience caused to you, and we thank you for bringing this to our attention. We value your business and trust, and we are committed to making this right.
  
  Warm Regards,
  
  **** Carson,Owner
  *************************,Sales Manager
  Carson Cars
  *****************************************
  ************

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 02/17/23 I called Carson Cars and spoke to ******** about a car I was interested in, a 2006 mini ******. On 02/19/2023, I drove from Richland to visit Carson Cars and test drive the car. I was assisted by a salesman named *******************. My trusted friend **** drove the car while I was a passenger and everything was good. **** told me they would inspect the car on 02/20/23 and I could pick it up later that day. I went to pick it up that day, and they said I could not drive it off the lot because they needed to fix the *** sensor. **** told me that he would personally deliver the car to my home because I could not drive it off the lot that day. **** and the owner ****** had me fill out the contract paperwork. They informed me that they were including a 3 year warranty, but did not tell me that it was costing me $1,995. ****** rushed me through the paperwork, not allowing me to fully read through it. Later, Reliable Credit called me to set up monthly payments, and I found out about the cost of the extended warranty. I let reliable credit know that I was not aware of the cost. I called Carson Cars and made it clear that I wanted to cancel the warranty and they said they would take care of it. To my knowledge, it has still not been cancelled and today is 03/03/23. ******************* said he would deliver my car on 02/22/23 and did not follow through. He did not deliver on 02/23/23 again when he said he would. We rescheduled for 02/26/23 and he again did not deliver. Throughout this, I called and texted **** multiple times to check if he was delivering and he reassured me he would. On 03/01/23 **** promised that he would for sure be delivering my car this time. Again he did not. On 03/02/23 he said he would for sure be delivering the car. He said that he was an hour away at 7pm. At 10pm, he still had not arrived and I called his cell 70 times and it went to voicemail. At 1:50am **** said I would have to pick up the car. I paid $85 for the delivery and have not been refunded.

  Business response

  03/03/2023

  We cancelled and applied a full refund of the service contract to her loan once requested. I verified this was applied an the customer was notified. The customer and the salesman had made a side agreement to deliver the car nearly 3 1/2 hours away. This is not our policy and normally wouldn't happen. Because he made this agreement, **** is delivering the vehicle on Sunday 9per their arrangement ). I will verify the car is delivered on Sunday as was promised.

  I believe this addresses all concerns. Please let me know if there is anything else we can help with.
  

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I financed a ****** Impreza from Carson cars I put down a down payment of $3000, I bought it with the one condition of reliability nothing else mattered to me. Carson cars put me in a car that broke down within a month, I asked them what they could do and they said they could try and get it into their shop but it would take a month. I begged them to take it back and they said the only way to get out of the contract was to pay 500$ and I would not receive my down payment back. So I would be out **** and carless. My other option was to continue paying for a car I could not drive so I didn't get a report on my credit report. I purchased the extended warranty which stated the issue my car was having was covered. It ended up being the *** processor. However they at first told me the issue was a hole in my muffler and replaced that forcing me to pay almost 400$ out of pocket, putting in an aftermarket muffler and taking my manufacturer muffler that actually had no problem with it. I have waiting until now to write this review as I am finally out of this financing contract with them and I feared repercussions from this business due to the lack of human decency the employees, and the shady practices I observed over my time of dealing with Carson cars. I cried tears in the office begging them to take the car back and keep my deposit, to get me out of the contract to save my credit one month after being scammed into buying this car. Let me tell you these guys really know how to make you feel like the scum on the bottom of their shoe after putting you in a horrible situation w/ their faulty cars. They were so cold, a big change from the yes men attitude they give you before they get you to sign the contract. Also anytime I tried to get information from ******* regarding loan payoff amounts, canceling warranty, ect. She would randomly hangup, or say she'd call me back and never call, one time even yelled at me when she answered just for asking for info about MY contract.

  Business response

  01/27/2023

  After reviewing her account with us it appears that ********************** had actually purchased 2 vehicles from us. She financed and paid for both vehicles in-house with us and paid excellent. She is an excellent and valued customer.

   

  I'm sorry that she felt unhappy with any part of her purchase with us. I reviewed this email with my Team and no-one was aware of her concerns or knew of any issue. We work with all our customers and would have always been available for help.

   

  In reviewing her transactions at the service department, it appears they were able to help. She had some exhaust work done and later had a warranty claim for a computer issue (ECM). It appears everything was fixd and resolved.

   

  I will reiterate that we feel ********************* is a valued and excellent customer. We appreciate her and her business.

   

  We would love to have the opportunity to help ********************** in the future and earn her trust and business again.

   

  in the spirit of goodwill, Carson Cars, is offering ********************** $1500 credit towards her next purchase at Carson Cars. I hope this gesture will help her to let us show her how we can help.

   

  I look forward to helping in anyway we can.

   

  Respectfully,

   

  **** Carson

  Carson Cars

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

  Customer response

  01/28/2023

   
  Complaint: 18829775
  
  I am rejecting this response because:
  Your team knew of my concerns. Again, I cried in the office begging for them to take the car back, as at the time I could not come up with the extra 500$ to get out of the contract because my savings had just been put towards this car. I also was afraid that the repair would cost to much because your staff made sure to consistently remind me that what is wrong may not be covered by the warranty, even though they didn't know and shouldn't have speculated adding to my stress. I made my presence known and your team is practicing dishonesty if they claim overwise. Especially ************************** and some of the sales men. Your service team told me the issue was a muffler being clogged (my fiance is now in the car servicing business and has told me that this would never be the cause for the type of issues the car was having). So the shop took the good muffler, that was never the issue, and made me pay out of pocket for that "repair" & must not have even test drove it to confirm as, I ended up driving it right back to the shop because the car still didn't go over 30 mph still. After the second time I brought it in they had it for weeks before sending it to another mechanic who immediately told them it was always the *** processer which IS covered by my warranty. I was told I wouldn't have to pay anything since I already paid for the muffler that wasn't the problem. However, I should have been reimbursed for that, since I pay for the warranty that covered the processer and I shouldn't have been charged anything for the muffler that was never broken. I also shouldn't have been left without a car ( that I JUST bought) for over a month(causing me to pay for Ubers, to get to work), just for them to send it to another shop with more experience at the end of the month period. Your team acted as though there was nothing they could do to fix the situation they put me in when I have been a loyal customer and there was much more they could do, the only reason I purchased that car was because I was persuaded to upgrade from the first car by your team. What an "upgrade." I wish I could stand by Carson cars the way I once did , but **** Carson I think you need to take a good look at the team you have representing your "family business." Maybe you need to raise the budget on safety checks, or maybe you need a better plan in place for situations like mine that doesn't leave your valued customers feeling robbed and cheated. 

  I appreciate your offer of $1,500 on another car but taking in account the experience I had with this last car, I think you can understand why I might not want to put myself in that situation again. 

  As far as the resolution I am looking for, firstly; To finally speak out on what I went through, and the way I was treated. Also to bring the issue of being charged for a repair that I shouldnt have been charged for, to your attention. 

  Sincerely,
  
  ***********************************

  Customer response

  02/02/2023

  My desired outcome is both for information purposes and to be reimbursed for the muffler I was charged for that was never broken 

  Business response

  02/09/2023

  I have included the invoice for the exhaust repairs.

  It appears that we actually split the cost of the nearly $600 repair with the customer.

  The new muffler was installed and the exhaust work was completed and she paid her half.

  Again, we value ******** as a good customer and would still extend my food faith offer to give $1500 credit towards her next purchase at Carson Cars.

   

  I look forward to helping in any way going forward.

   

  Respectfully,

   

  **** Carson - Carson Cars 

   

  Customer response

  02/09/2023

   
  Complaint: 18829775
  
  I am rejecting this response because:
  I should never been charged for the exhaust job because had your team properly diagnosed the issue, it would have been fully covered by my warranty. Instead they replaced my manufacturer muffler with an after ************** and said it was fixed, so  I picked it up and go to pull out of the buisness on highway 99 thinking the problems solved and wouldnt get the car to go over ***** mph that situation was very unsafe and could have caused injury to me. Shouldn't your employees test drive their cars after doing work to ensure safety, and that the issue has been solved? They diagnosed the issue as being a muffler problem and I should never have been told that was the issue because it doesn't make sense for the problems the car was having but I didn't know that then, had they diagnosed properly I would not have been charged a thing because the issue was not the muffler at all I would have preferred to keep my original manufacturer muffler then get an after market one put in for no reason at all, for $300 . That brings me to my next point your invoice is incorrect, I definitely paid $300 and that is after a 10% of coupon I found online and used. I have attached a picture of my invoice from the unsuccessful and unsafe exhaust job. I hope the shop didn't know their work was unsuccessful when they sent me out on highway 99 unable to get up to the correct speed. 
  Sincerely,
  
  ***********************************

• Initial Complaint

  12/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from this lot in late December 2019. The vehicle was said to be in good condition. After a few days of driving, I ran into a store for about 5 minutes. After I returned to the vehicle, the battery was dead. I got a jump from a nearby citizen and drove the car to an auto parts store for a test. The battery and the alternator both were failing. I reached out an informed the dealer and they suggested that it could be fixed in a few days. For me, I felt it to be dishonest to say that a car is in great condition and then all of a sudden, its a lemon. It was due to this dishonesty and lack of support from the dealership that I returned the car January 2, 2020. I reached out several times during the day to not receive a phone call back. I then began to email to show my constant communication. The contract between myself and Credit Acceptance, for financing, was canceled. I recorded vehicle condition and mileage at the time of drop-off. This company is still trying to force me to pay for a vehicle I do not own. One that was in fact returned to them, then resold. It is dishonest and unprofessional. I have captured all emails and documentation that I have to show for this complaint. It has now been 3 years, and I'm still fighting to have them to remove this inaccuracy from my credit.

  Business response

  01/03/2023

  Thank you for the email and the opportunity to reply to Ms.***s letter.
  
  Ms. *** purchased a vehicle from Carson Cars and financed the unpaid balance.  We were going to assign the contract to Credit Acceptance, but Ms. *** couldnt or wouldnt follow through with the required documentation (proof of income, proof of residence,etc). We were forced to keep the contact in-house without her cooperation.
  
  About 30 days after purchasing the car she dropped the car off at our dealership.
  
  On review she had made an appointment to have the vehicle looked at from our service department but had instead decided to return the car to the dealership.
  
  We let her know we were willing and able to help but she elected to return the car even though we explained that it would become a repossession.
  
  Its unfortunate that she made that choice as this repo will be on her credit for at least 7 years (this was explained to her at the same time we were offering to help with her issues (turns out it simply needed a battery).
  
  As per the terms of her contract, we processed this as a repossession,reported the rating to the credit bureaus, and processed the vehicle for resale.
  
  The vehicle was resold, and the proceeds of the sale were credited to her repossession charge off balance. This remaining balance is what is correctly being reported the Equifax and TransUnion.
  
  In the spirit of goodwill, we would be willing to negotiate down the unpaid balance. If Ms. **** would like to contact our AR department, Im sure we could come to an equitable payoff/settlement for all parties.
  
  We are willing to help however we can settle and remove the unpaid balance from Ms. ***s credit reports.
  
  I look forward to hearing from ******** and helping however I can.
  
  Respectfully,
  
  **** Carson
  Carson Cars - Owner

  Customer response

  01/04/2023

   
  Complaint: 18635239
  
  I am rejecting this response because: Once again, this is inaccurate information. The financing was secured, all paperwork from Credit Acceptance was received. No further action was needed on my behalf. If In-House Financing was the method after the fact. Please provide evidence to support this. I did not keep the vehicle for 30 days. Please provide evidence to support this. The vehicle was not in my possession for more than a week. I had to deal with I had to deal with calls going unanswered or returned and eventually emails as well. For reference, I've included them in this response. I look forward to your reply.
  
  Sincerely,
  
  ****** Days

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2011 **** Edge from **** at Carson Cars on July 30, 2012. Due to a recent repo during COVID I had been having difficulty obtaining a loan and this dealership was able to get me financed. I provided a trade in which I was given $500 (this car later listed for sale for $4995) and then an agreement was made for me to make $2000 down payment over the next couple months. I drove away from the dealership and the check engine light came on. I immediately tried contacting the dealer but they had closed for the day. I proceeded to document the occurrence along with the check engine codes and the alerts from my insurance company that notifies me of issues with my vehicle and sent this via email to the finance department manager *****. It was sent to him because that was the only email address I could find and he told me to contact him with any issues. Every car that is purchased from Carson Cars has a 90 day warranty but I I also purchased an additional 3 year service warranty. I contacted the dealership several times in the following weeks to let them know about each additional problem I had with the car and told them I wanted to return it. I was advised to keep it and get it into their shop. I live 90 miles drive and a 2 hour ferry ride from the dealership so it was not easy to return the car. Each time I contacted the service center they were booked full and had no loaners despite the promise of one for anyone getting their car serviced. On September 8 the engine blew a head gasket. The service warranty was supposed to cover tow service but it wouldn't without a claim and couldn't get a claim without it being looked at. I obtained AAA to get the car towed on September 24. September 27the car was looked at by Carson Cars service center. It is now October 18, I have called (roughly 30) times with the promise of updates, call backs, a trade or a loaner and have gotten nothing but the run around and their collections ***** charging my cc for whatever *** they can

  Customer response

  10/25/2022

  The purchase date was 07/31/2022. Update: Went to Carson Cars service center on Friday 10/21/2022 to check on the status of the repairs on my car. Car is not even in the shop, it's out in the parking lot. Was told the parts have not yet arrived. Car has been at the service center for nearly a month. Still no loaner cars available and they refuse to do a trade or accept the vehicle back. I was advised that getting a rental car was all they could do. 

  Business response

  11/16/2022

  Thanks for the email and the opportunity to reply and review this issue.

  ****************** purchased a **** Edge from Carson Cars. She also purchased a mechanical service contract.

  ****************** had a check engine light come on. We advised her to bring it to our service department where we could help. She didn't bring in the vehicle.

  About 90 days later her cylinder head gasket blew. It appears than the vehicle was run extremely hot to cause this issue.

  Although ****************** had a service contract that would help to get the repair done, they will not cover for customer neglect. The warranty company denied the claim due to customer abuse.

  This situation was brought to my attention and I contacted our warranty rep and was able to get the repair (replace engine) covered under their goodwill clause.

  We updated ****************** and got her in a service loaner car. The parts were ordered and the vehicle should be ready this week.

  ****************** still owes $1900 of her $2000 down payment. This amount is past due and will need to be paid when she redeems her vehicle.

  We look forward to continuing to help to resolve this matter.

   

  Respectfuly.

  **** Carson, Carson Cars

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