ComplaintsforUltimate Rides, Inc

• Initial Complaint

  02/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I bought a vehicle from ultimate rides and there were tons of issues that were not listed on the buyers guide, they checked no in placed that should have been yes. Then the alternator blew when I was leaving the dealership. It has engine leaks, many fluid leaks, bad driveshaft, bad wheel bearing, bad control arms, and bad catalytic converter. They claimed to have fixed the driveshaft and catalytic converter after I went and complained. The day after the fix the lights came back on for the catalytic converter. Now they are just playing me.

  Business response

  03/11/2024

  Vehicle is being repaired at this time. Vehicle has several items disclosed on the buyers guide and customer inspected the vehicle more then once. He knew what he was buying and just has buyers remorse

  Customer response

  03/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to purchase a vehicle from Ultimate Rides in ******** on December 10th, 2021. While there I test drove the vehicle and inspected the vehicle to the best of my ability. I asked the dealer for a car fax report and they said they could only give me the report if I paid $60-80 for it. Everything seemed okay with the vehicle except a loud exhaust, which is not a big issue to fix. 2 hours after purchasing the vehicle the check engine light came on, went to an auto parts store to read what code came up and the OBD2 port didnt work, I dont know how the business inspected the vehicle with out a obd2 port not operable. Figured out the issue with that which was an easy fix. Next thing to go wrong was the u joints after a week of ownership were completely shot, had this been inspected the right way they would have been fixed by the dealer, not long after that there was a loud noise coming from the front end which ended up being the cv axels. When replacing the cv axels they fell apart which meant they were with in miles of snapping off completely (picture can be provided) had this been inspected they would have seen the boots of the axels ripped. Next thing to go wrong was the motor mounts were broken the engine would slam up and down on acceleration. This was all within 6 months of purchase. While fixing these issues I did notice frame damage to the vehicle which was not disclosed to me. The reason I did not go to them in this time period is because of the horrible reviews of other people with the same issues I knew nothing would get resolved. Fast forward a year more things started going wrong, I ended having to to spend around 6 grand fixing various things on the vehicle, rear main seal, oil pan gasket, ****** cooler lines, various motor parts (mechanic found one cylinder not functioning at all) plain and simple this vehicle should have never been sold to anyone. Was told by another dealer this vehicle had been in 3 major accidents as well, not disclosed to me.

  Business response

  10/10/2023

  If there were issues within the first 6 months you should have called and spoken to a manager, but you did state that you never called and made anyone aware here. During a safety the vehicle has to pass not be brand new. Unfortunaly since you waited so long to contact us and you still havent called us there is nothing we can offer. We have 2 service centers so we dont reimburse on shop work done by someone else since we are capable of doing the repiars.

  Customer response

  10/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I do not accept this response to my complaint, I did not call because based on your companys response to multiple reviews on ****** you do not do anything to solve the issues that customers present to you and you make excuses to not satisfy the customer. I chose not to bring my vehicle back to you for service because why would I bring it somewhere that didnt even see these issues before putting the vehicle on the lot and selling the vehicle? How this vehicle passed that safety inspection is beyond me after what was all wrong with it that I found out on my own. I sincerely hope that the BBB investigates this company and the scammers you are. 
   
  Regards,
  
  ***************************

  Business response

  10/10/2023

  So you didnt call because of the reviews you read. Unfortunately thats your issue, there are just as many good reviews so I cant help you anymore. Like I said, if you would have just called and spoke to a manager and you could have specified you were worried about the reviews but you didnt even do that.

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Worked with *********** dealer, they got me approved for a truck, had all my paperwork to sign, gave me my monthly payments, called to pick up truck and it was sold to someone else! *********** and ******** have no respect, no communication. I told them Id put cash down so it wouldnt magically sell and was told no its mine. Cowards! Have phone records/recordings and emails if needed. **** poor dealer. Think theyd lower the truck I want now to the price of the one I got financed for but nope. Truck now is *****, old one was *****. *******, think theyd work a deal to avoid this review.

  Business response

  08/18/2023

  Vehicles are all first come first serve, that's just how the auto business works. Someone else bought the truck before you, while we were working our butts off trying to get you approved. Then you call everyone at both dealerships and complain and keep threatening us with bad reviews and going to the BBB, unfortunately at that point you are just not a customer that we want to work with and we have the right to refuse services to anyone. And I understand there may have been some miscommunication between the dealerships, but if you were looking at a truck at the ******** location then that's where you should have originally did your application. 

  I am sorry that you didnt get your way but I cant lower the price on a vehicle just to make you happy, thats just not how it works.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  2011 jaguar xj Vin:***************** Nov 29 2022 I bought this car from them. Tested it all out didnt see any real issues with the car. Signed all the papers ******* was the guy that I dealt with. While signing papers, he asked me if I would like to add extended warranty to the car. I asked him what it covered he said bumper to bumper. I said any issue I can take it to any dealership of my choice.? he said yes, anywhere that accepts this warranty, which is pretty much anywhere. So I was like great that sounds like a good idea so we finish up the paperwork and I left on the way home. I started having issues with the entertainment system not working like the radio didnt work heated seats quit working like everything quit working I called them up. It was an hour after I bought the car and he told me ha we never noticed anything and then four days later I noticed that the car was leaking oil so I called them back up. Ask them what I should do about it and theyre like OK take it to Jaguar so I made an appointment with Jaguar which was a week and a half out from the date that I called . I take it to jaguar which is 1 hour and 40 minutes for me. I drop the car off four days later. Iget a call from them. Saying that my car needs a little under $5000 worth of repair. They said that it had a coolant system leak and oil leak and a power steering leak and I asked them to do the work under the warranty that I had bought. Then they informed me that they do not accept that type of warranty, which was Asc warranty. then I called up the dealership and ask them if this is a bumper-to-bumper warranty and it is excepted anywhere. Why can I not get it serviced. They informed me that Jaguar just doesnt want to deal with it. They say that they would work on it so I take it down there. They claim they work on it. I get it back and it still has an oil leak and they wont make it right. They ended up replacing the transmission because that went out. And now the pcm is fried not covered

• Initial Complaint

  05/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Brought it in for an inspection since ultimate rides are not fixing it and it was within the first 30 days the transmission is going the exhaust manifolds are leaking stud's broken off inside the head, upper and low ball joints all the way around the truck right front strut is leaking, battery failed load test, receive cold p0446 related to emissions confirm canister vent failure, retrieve code p1516 related to throttle actuator control, receive codes p0842 p0872 p0877 and p0988 related to transmission pressure recommend transmission replacement, the vehicle shutdown on me and I lost complete power on the highway in the middle of the highway, lost complete power and then after 20 seconds booted back up I can't drive down the road without getting shot into the other lane because everything is wrong underneath it it comes out to ****** to be fixed and that's without putting in a new transmission and the vehicle is only worth 12 Grand. brought the vehicle in once for them to fix they said that they fixed everything so the mechanic went through the entire thing and said everything was okay. Called again for owner to scream at me, so I brought it in a few days later to a mechanic here in ********* and this is all the problems that they found and they had told me that they should have known this when they first came up with the issue when I first brought the vehicle in I complained about it less then 24 hours after buying it. **** the owner has been screaming at me (literally screaming at top of lungs) I have witnesses and **** kept hanging up on me being so disrespectful now I'm disabled and I have a lot of mental and emotional trauma in my life, I have never met a business person that has ever screamed at a customer and hung up on them three separate times so this vehicle should have never been sold off the lot with the safety issues, refusing to take the truck back they're refusing to give me my money back. For a owner to verbally abuse a customer is outragous

  Business response

  05/30/2023

  We have been working on this vehicle making all repairs, you can remove this review / complaint.

  Customer response

  06/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Picked up vehicle from ultimate rides cuz they said it was done they had me sign paperwork and use my warranty to say that they fixed my transmission. The vehicle is still running very rough and not running right  The air suspension is now completely out of it as soon as I got it back I called within 4 hours of having it cuz I had to pick my son up from school and I noticed that it's rocking back and forth and feels like it's going to tip over, when I hit bumps it's still throwing me across the highway this vehicle is still not safe to drive so I called and I left **** or *** a message and **** called me back and he said bring the vehicle in today and we will put it up on it on the on a monitor to read to see what's wrong with it.  The vehicle is very unsafe to drive they had it for 2 weeks they said the mechanic took it for a ride and that it was good I'm not even a mechanic and I know it's not good I'm tired of going through this over and over I'm missing doctor's ************ and missing my son's practices I just want them to get it right or give me my money back like the full amount pay me for the payment for this month and last month unless they're going to fix it completely right this time with No bull I'm tired I'm on disability I can't afford to keep bringing this vehicle to a mechanic to prove a point to them they need to fix it all so I will see what they say when I get there and if they're going to fix it or give me my money back.
  
  Regards,
  
  ***** Pocan194382085354

  Business response

  06/01/2023

  We fixed exactly what you wanted fixed from the paperwork you brought in from a different mechanic. You demanded we fix what they said the truck needed and thats exactly what we did. Owner and mechanic drove the truck for a good amount of time and had no issues when driving it.

• Initial Complaint

  04/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased a 2017 ***** CX60 T5 from Ultimate Rides- *********** on 4.18.23. During the test drive, we found the brakes "pulsated" and you had to really press them down to get the car to stop. When discussing price with **, I asked if the price could be negotiated because of the poor brakes. He said "we do not negotiate on price but you might be able to get a break on the price on parts after the sale." After an hour of waiting, we were presented with our paperwork and the vehicle inspection report. No defects noted except the lack of an entertainment system. There was also nothing listed on the "as is" paperwork about the brakes pulsating. It simply said: "nothing but great customer service promised". I then asked ******* about that. He then recommended purchasing a warranty which "would not cover the parts but would cover the service for this repair". (Note: it was never stated that this purchased warranty could not be used on any defect found within the first 30 days of ownership). We purchased the best warranty ($2,965). A day after bringing the car home, we noticed an oil burning smell and there was oil found pooled on the floor of our garage. We took to our mechanic and he found that in addition to the brake pads and rotors needing to be replaced, there was an oil "rap" cover/pcv valve leaking and the suspension bushings were "cracking" and were very close to needing replacement. Our mechanic called the warranty company and all fixes were denied because they were considered "pre-existing". I then called Ultimate Rides and talked to ******* asked why the car was not insp. the day purchased to ensure the veh. insp. report was accurate as of the day of purchase. We could have made an informed decision if we wanted to buy or not. He said that they only inspect the car when they place it on the lot and not after that. We were knowingly sold a car with an outdated and inaccurate veh. insp. rpt. We were not given a copy of the vehicle inpection report.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My wife and I purchased a car from Ultimate Rides in ***********, ********* on August 9th, 2022. When we purchased the vehicle the check engine light was on and we were told that it was the O2 sensor and they had a new one ordered. We were also told that as soon as the sensor was in they would install it. I called them every other day to see if the part was in and finally after 3 weeks of calling, *** finally asked when we could bring it in to put the part in. I asked when they would like it, since my wife was not working and could bring it down at any time. He would not give me a time and just kept asking when we could bring it in. He got very rude and told me that he was going to ask me one last time when I could bring it in and if I didn't give him an answer he would hang up and fixing the car would be our problem. My wife drove the car down there to have them put the part in and come to find out that was not the problem. *** said that it was another problem and had to order the part. Also during this time my wife used the car and the power steering went out on her.After a couple days I had my wife call Ultimate Rides in ******** to see if we would get better service and the vehicle fixed properly. My wife dealt with *** there. We brought the vehicle in to see what the problem was and they ended up keeping the car for three weeks. While they had it they told us that the wiring harness had been chewed on by something and they needed to replace it and then they also found out the the computer was bad and had to replace that.The check engine engine light was still coming on when we got the vehicle back were told that it was the O2 sensor again. Because of my wife's health we parked the vehicle for a couple of months. When we took it out again we took it to a ***** Dealership. We found out that they did not fix the wiring properly and even used wire that was not for a vehicle. It has cost us almost $3,800 to fix and we would like to be reimbursed.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a ***** Civic from Ultimate Rides on 7.20.2022. It was making weird noises, but they assured us it was because they rotated the tires and until the "unevenness" of the tires equalized, it would make that noise. They assured us that their mechanic thoroughly looked through the car and said that there is nothing wrong with the car. They had us sign an "as-is" agreement because we didn't want an extended warranty, but said they stand by their vehicles and if we have any problems don't hesitate to call and they'd have the problem fixed. The driver-side visor was missing. They said that they would get us a new one in a week or two. I have this agreement in writing from them. Two months later and multiple calls later, we still were getting excuses as to why we weren't getting a new visor. In addition, the air conditioning wasn't working. Which was evident the day after we bought it. (The night we bought it, it was cool outside and raining, so it was hard to test this). We called about this too and they kept promising to fix it. Yet, setting up a time to get the visor fixed and A/C fixed was always being prolonged and dragged out. Lastly about 2 months after we bought the vehicle it stalled on the side of the road. We had it looked at by another mechanic. They drained metal from the oil and noticed the rods on the engine were loose causing the metal to leak into the oil. The engine was shot. $4,000 to fix it. We called Ultimate Rides. On the phone they said, once again, they'd fix everything if we could figure out a way to get it down to them. But once I put it in writing in a text message they went back on what they said and no longer agreed to fix anything.

  Business response

  10/20/2022

  Customer called to set up an appointment for the a/c, said she would bring the car in to have us look at it when the visor came in. The visor came in, we called to set up the appointment and she never brought the car in.  She then called stating that the car had broke down , they took the car to another dealer and stated they had blown up the engine in the car, she then called us asking what we could do. We explained to her we cant do anything without looking at the car and she once again never brought the car in for us to look at. We cant help if we cant see the car.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ultimate Rides sold a car with an check engine lite reset and with in 24 hrs it came back on, returned to dealer, they reset it, 48hrs later check engine lite came on again. Took vehicle *************************** Alignment and was notified of the fault condition. Notified UR and they informed of the warranty which they sold me. Thus began the process of multiple calls to compass warranty Co. Ultimate Rides and ***************************. Compass and UR made this process of lies and miscommunications! I was sold an ******* warranty with a ***** deductible for complete and correct parts, for which I had to pay ****** to get my vehicle from ***************************

  Business response

  07/26/2022

  This customer purchased a warranty that covered certain items, which were covered when he had repairs done. The customer also chose to have extra work done to the vehicle that was not covered by the warranty company, which he knew this because he agreed to pay the said dollar amount with ******* and the owner of ***************************. The warranty company also covered extra repairs that should not have been covered, but we went out of our way to get them covered for him.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought the vehicle and the windshield whipper didn't work, which I noticed on the drive home. I called the dealership the next day to inform them. I spent 15hours (5 trips which are 3hours round trip) driving back and forth to the dealership to fix the problem. The first 3 trips there they refused to give a loaner car even though this was a safety hazard. They finally reluctantly gave me a loaner with next to no gas in it. I was then promised a full tank of gas at pick up and was not given that either. There was a serious lack of communication from ******* (manager) and the communication I did receive was short and lacked compassion. Return calls were never made when I specifically asked for them. I had this loaner car for over a month! I made payments on a car I didn't even have. I had planned on taking my new car on a road trip and was unable to. I was fed up and called the other location in ******** and complained to the manager, ***. She informed me we were still waiting on parts and would make sure I was notified at every step. After an update to inform me a fifth part was being installed to try to remedy the situation, I asked for a refund. Was told I was unable to because I signed a contract. They too signed the same contract stating I would receive "Nothing but great customer service" and a buyers guide that listed the windshield whippers as vehicle equipment requirements- legal.

  Business response

  06/16/2022

  It is unfortunate what is going on in todays world, but getting parts is no longer a simple thing anymore. We made the repairs to the vehicle as timely as possible and now she has the car back. We are not required to give out a loner vehicle and we were hoping we had the correct parts from the start that were sent to us and they were not at first. Then once we realized how hard one of the parts were to get the customer did get a loaner vehicle. One of the parts the car needed showed zero in the united stated, so getting parts from other countries does take time. Customer does have the car back and its fully repaired.

  Customer response

  06/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The communication from the dealership to myself was next to none. I made many phone calls requesting a call back, that didn't happen. I finally called the other location for an update, only then was I given an update. They may not be required to provide a loaner, however the car was unsafe to drive without windshield wipers especially in April/May. This is extremely poor customer service and frankly a safety hazard. Yes I do have the car back and it is in working order but that doesn't fix the 4 round trips I made for a problem that shouldn't have not been an issue in the first place.   
  
  Regards,
  
  *****************************

  Business response

  06/21/2022

  We have no idea when a used car may come across an issue or problem. Its used not new. Parts were changed, the car is fixed and the customer has it back. Nothing to offer at this point, plus we did a wheel bearing at no charge. Car also had 3/4 of a tank of gas when it was picked up, almost full.

  Customer response

  06/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  It absolutely didn't have 3/4 of a tank, it had 1/2. I was, at the very least, promised a full tank of gas at pick up. I explained that to the person at the desk when I picked it up. Yes I bought a used car but one that was supposed to be in working order when I bought it according to the buyers guide. And if the wheel bearings were bad that is news to me as well. 
  
  
  Regards,
  
  *****************************

*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. ↩