ComplaintsforKearn's Motor Car Company, Inc.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Bought a truck online from Kearns dealership, **** is the salesperson, super cool guy, was very communicative and responsive, everything was going smooth, guaranteed delivery within a week once payment received. Once payment was sent that is when everything took a turn. The dealership cashed my payment on 1/9/24, it is now 1/16/24, exactly a week to the day and the truck has not left their lot to make the far delivery from WI to **. The communication from **** or anyone from the dealership had completely stopped. I messaged them, asking when the truck would be shipped, i got a bunch of run around answers, and some pictures of the snow they were dealing with. The snow storm has now cleared, and after enough complaining to ****, i got a call from ******, the manager stating he was in contact with Cavalier, the delivery company and that he had two drivers that could pick up the truck on Monday or latest Tuesday 1/16 and that he would keep me updated. Tuesday comes and i do not get any follow **** i contacted the manager who gave me some more run around answers. I then get a phone call from the delivery company who also gave me some vague information, there is a driver coming from ohio and he has one stop but left monday so he should possibly make it today but that he cannot get a hold of him and would call me back as soon as he got an update from the driver's ETA. No mention of the other potential driver, not sure what even happened to him. The day is coming to an end, of course no follow up phone call, i once again messaged the manager who tells me he is on the phone with the delivery company. I then get another phone call from the delivery company telling me the driver that was coming from ohio is now supposedly going no further than *******, so will not be making it to ******. so no delivery date in sight. Meanwhile i am paying for a rental car going on two weeks now, which is definitely not cheap, and not a single word from the manager on how to make this right

  Business response

  01/17/2024

  We apologize for the frustration of this customer when it comes to the delay in shipping that he is experiencing.  Unfortunately all of this is outside of our control, we always schedule shipping for the vehicles that ship as soon as possible once the funds are received for the vehicle.  After this point we are simply at the mercy of when we can get someone to accept the load.  We did have several snow events last week so that made it even more problematic to get someone here to pick up the truck.  Once the vehicle left our premises it is in the shippers hands, so any issues that arose after that are strictly with them.  We set expectations with all of our out of sate customers upfront of what the process will be for shipping them their car, and we never guarantee anything as far as a delivery date.  Again once the vehicle is picked up there is often an estimated time of delivery that is given by the shipping company, but again this is only an approximate as obviously anything can happen to the vehicle while in route.  We ship on average 20 cars a month for 5 years now to out of state customers and this is the first time we have ever had a complaint about shipping.  Obviously we know the customers want their cars as fast as possible, but with the way we handle explaining the expectations up front to all customers we have never had an any issues.        

  Customer response

  01/18/2024

  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.
  
  Kearns Motor ****** is stating that the delay and shipping issues that have arisen are "out of their control once the vehicle leaves their lot". This I do understand, however, Kearns has failed to successfully ship the vehicle and to this day, on this hour 1/18/2024 at 1:15pm, the vehicle is still sitting on their lot and has not been picked up by a carrier, and responsibility has not yet been transferred. The payment was made complete on 1/9/2024, and although there was a weather issue that following day, the roads were declared safe to be driven on by 1/12 or 1/13. This being said, Kearns could very well have scheduled the initial pickup of the vehicle for 1/9 or 1/10 and when it was due to be postponed because of the weather, "put it on the schedule for the next asap available pickup". However it seems that Kearns had no game plan, nothing figured out when it came to scheduling a prompt and rescheduled pickup date. Instead, I had to keep contacting them, day after day asking, "whats going on with my vehicle. when will it be picked up? when is the carrier scheduled?" All to find out nothing whatsoever had been scheduled and there was no driver in sight. Kearns motor car made a false statement in this BBB response and it states this "Once the vehicle left our premises it is in the shippers hands, so any issues that arose after that are strictly with them". This is a false statement made on their behalf because the vehicle has still not been picked up and still sits on their lot as of 1/18. They also made another false statement and told me "we have a carrier who is going to pick up the vehicle maybe monday 1/15 and if not monday, then for sure tuesday 1/16". This never happened and they once again falsified their statements and lied about shipping times and expectations. Since day 1 that the car was purchased, I dont believe Kearns ever had any sort of plan when it came to shipping this vehicle, hence why it is still on their lot and waiting to be shipped to me, the vehicle has been PAID IN FULL as of 1/9/2024 and I still have not been delivered/supplied my goods or services in return of payment. This is extremely unprofessional, unethical, and unacceptable when a good has been paid for in full to not provide the service promised. I have multiple text messages representing the false statements made by this company thus far, and I am extremely unsatisfied with the service I have received following the payment that was paid and received. As I stated, kearns service was top notch before they had my money in their pockets, everything was quick and attentive ironically, and the instant they cashed my funds into their bank, paid themselves, and collected their commissions, their service went from 100 to 0 in a blink of an eye. To express my frustrations once again, it is 1/18/2024 at 1:29pm and my vehicle is still sitting on the Kearns Motor Car lot. No compensation has been awarded for the inconvenience I have encountered, only countless excuses about "the snowstorm and bad weather", however, millions of other trucks/carriers are on the road, moving and transporting goods from all over the country.
  
  Regards,
  
  *************************

  Business response

  01/19/2024

  We are working this out with the customer directly.  Again we apologize for the issues in shipping and we will reiterate to all of our sales people to set the expectations on these out of state deals when it comes to shipping.  As i stated before we have shipped hundreds of cars over the past several years and have never had a complaint when it comes to shipping.  We are at the mercy of the carriers, and some delivery's are harder to make than others, and obviously the weather is beyond anyone's control as well.  Our goal is to work this out quickly with the customer, and we are in touch with him directly.

  Thanks,

  ****

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 27th I purchased a 2013 Range Rover Sport, several days after it started leaking coolant and the serpentine belt started squealing. I contacted the dealership about setting up and appointment and brought the vehicle-in and was was charged $140 for an appointment fee and then the dealership wanted to charge me another $600 to remove the intake manifold which I refused. The same day I took the car back is the same day that it overheated and the dealership was made aware of this. I had an extended warranty on my vehicle, took it to Midas which it was in and out of the shop since then for over a month, having replaced my water pump 3 times. It was finally fixed but that only lasted for two weeks and I decided to take it to Fields Land Rover. I was quoted thousands of dollars to fix something that should've already been fixed. I left a wreathing review on Kearns ****** page and they reached out to us in-regard to towing the vehicle from ******** to ********* Creek. The vehicle was towed there to get relooked at free of charge from the dealership. A few days later I was told they would work with me and I would only have to pay $2200 + taxes for the repairs. The car is still not fully fixed having sprung a small leak again from the water pump. Kearns wants me to take it back to Midas and get it done instead of just fixing the problem seeing that the vehicle came with preexisting issues. I'm writing so that Kearns to fully pay for everything and take full responsibility of the lemon that we were sold.

  Business response

  03/09/2023

  As you can see from the complaint we are willing to work with this customer to get the car fixed.  We have no reason not to want to fix the vehicle.  It is unfortunate it has taken this long to remedy the problems but we are willing to work to get the items fixed.  Unfortunately when vehicles are 10 years old they seem to have more problems that arise.  It is our intention to get this vehicle fixed for this customer.

  Thanks,

  ****

  CFO

  Kearns Motor Car 

• Initial Complaint

  05/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an Audi RS7 from Kearns on Tuesday 5/17 with what appeared to be a clean Carfax. Upon signing paperwork and driving home I was welcomed with my dash lighting up like a Christmas tree and giving error codes. I sent pictures to my sales rep they said they would take care of it. He said to shut it off and start it up again and they will go away it wont affect the car. The next night the same thing happens he said they will look at it when it comes back in for other work being done included in the sale. Brakes, tint and color wrap. I have encountered his service department on previous vehicles and wasted days worth of work labor and gas driving back and forth for them to try and figure out what the issue was so I obviously don't have much faith in any repair. My gut told me to pull an Autocheck and behold the car is from ****** and has a major / severe accident on it that was not disclosed at the time of sale. I called and asked to get back into my truck and they came up with me having to carry over 10k neg equity back over, up charging on my truck and not giving me what i paid for the car when they didn't disclose any wrecks or issues with the car to me prior to sale. The car itself with that damage is worth 44k-48k no way would I have paid retail for a car with a SEVERE/MAJOR accident on it. Lastly, I was delivered a car with an open recall on it and told it couldn't be fixed until the car was in my name and documents were signed.I asked to take the car home overnight before purchasing to have my mechanics looked at it and my sales guy told me that more than likely isn't going to happen because of it being a 70k dollar car. So I didn't push the subject as they just had cars stolen from their lot.

  Business response

  06/21/2022

  Please see attached this is the CARFAX report for this vehicle this report is readily available to all customers when they search any vehicle on our website.  The reason we use CARFAX is that it is clearly #1 when it comes to vehicle history reports and virtually everyone in the auto dealer world uses CARFAX.  

  
  

  Here is the current link for the vehicle in the complaint and you can see there is a direct link to show me the Carfax right on the page.  https://www.kearnsmotorcar.com/vehicle/6566c-audi-rs7

  
  

  The statement that ****************** made that he didnt know the car was ******** is completely false it states right on the CARFAX that there are three separate owners of the car in ****** before the vehicle came to the US. 

  
  

  As for the rest of his statement, the salesperson did tell him to bring the vehicle in so we could look at it when he claimed the dash lit up like a Christmas tree. 

  
  

  ****************** did trade in the vehicle in question so he could purchase his truck back, well I should say his mother actually came in to complete the deal for him, and we did sell him his truck back.  

  
  

  Once the Audi was back in our possession we did look through it again, and completed another vehicle safety inspection and could find no issues that ****************** claimed were happening with the vehicle.  

  
  

  Let me know if you have any other follow up questions or need anything else from me.

  
  

  Thanks,

  ****

  
  

  *********************
  CFO

  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 issue with Carfax on ******** imports is that damages and accidents are not required to be put on a carfax so your CLEAN carfax is not actually clean.  See the attached picture of the ******** autocheck that shows SEVERE Damage reported for body and mechanical / electrical.  The truck was resold to me at full market value not what it was traded in at.  I lost the 1k down on the car (which was expected) 2k for trade in vs what i paid and the additional amount I had to put down on the truck itself to cover more negative equity.  The reason I wouldn't let your team look at it is in the past it took 4 trips to figure out what was wrong with the first car I purchased and they still couldn't figure it out just like they cant see any issues with the Audi when your sales person, GM and owners son all have the pictures of what was happening.   I was constantly talked down on and over when stating the issues with the car saying I was having buyers remorse and realized I didn't want the payment so Yes my mother did take over as her law degree would come more in handy while dealing with such a business with these practices. 

  
  

  Regards,
  
  *****************************

  Business response

  06/22/2022

  We believe we have reached a resolution with *******/his mother on this deal.  There were several options on the table once he contacted us about "light issues" with the Audi.  The first being to bring the car in to be fixed free of charge, he elected not to do that.  The second was to do nothing at all as once the contracts our signed by the customer for the purchase of a vehicle we have no contractual obligation to do anything to help them.  Obviously, that's not how we conduct business, so we provided the third option to trade the Audi back in and purchase his truck back which is the route we took with his mother.  As we ******* we believe a fair resolution has been reached with ******************.    

  Customer response

  06/23/2022

  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.
  
  You said in your previous statement that you looked over the car and found nothing wrong with it but yet the pictures I provided show there is an issue going on.  That is the exact reason why I chose to not have your team fix the car and offered to have my mechanic resolve the issues at your cost which you opted not to do.  Selling me my truck back was a correct thing to do but marking up 4k on what was given for a trade in price on the truck and then docking the trade of the audi 2k below what i paid wasn't the right move.  Everything should have been a wash minus the downpayment of what i put on the audi along with taxes and fees.  Instead I was forced more out of pocket by your establishment to even get back into the truck.  I understand losing some money but 6k isn't going to happen.  So how can we proceed to get this resolved.
  
  Regards,
  
  *****************************

• Initial Complaint

  03/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Bought a vehicle online by looking at the good pictures they shared. They failed to show me pictures of the rust underneath the 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. ↩