ComplaintsforPalmen Motors, Inc.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2021 the engine on my 2016 *** ******* experienced a Bearing Clearance Failure that catastrophically killed my motor and required a full engine replacement. This issue is known and has had widespread news coverage. After an engine replacement, I was told that if the same issue were to arise, that it would be 100% covered by *** as this IS known. In January of 2024, my car experienced the exact same problem. This "new" engine has less than 25K miles on it. I have performed oil changes myself. *** is now denying any work or coverage due to "lack of following the service recommendations and having oil changes". If I had known that a "new" engine would experience the same problem, I would have gladly paid more money to have the oil changes performed by a service center instead of doing them myself. This process has already been dragged out over several months, and I want a resolution. Another part of the issue is I was supposed to have been given paperwork that included warranty information when I purchased this vehicle. The "paperwork" was given to me on a thumb drive that I was never able to access. That information about oil changes or "service" was never useful to me.

  Business response

  05/24/2024

  While we are sympathetic to ******************** situation, it's important to note that **************** did not purchase the vehicle from our *********** He has also never had any repairs done at our facility. This current visit is the vehicle's first time at our facility. **************** reached out originally because the vehicle was having engine problems and was turned away by another *** *********** **************** was directed to Palmen *** from another *** ********** to try to get the vehicle in as fast as possible. Our technician determined the vehicle did in fact need an engine replacement and followed ***'s diagnostics and flow chart to submit a claim for coverage. ***'s technical assistance center reviewed the information. The engine replacement is being denied by *** due to the requested maintenance records not being able to be provided by ****************. *** ********* that the vehicle needs to be properly maintained and it is the customer's responsibility to keep and document all maintenance records. **************** was unable to provided requested documents and *** declined any coverage for needed repairs. **************** then contacted ***************** and requested assistance from *** in repairing vehicle. *** reached out to our service management team and requested an estimate on replacing the engine. We emailed all of the requested information to the *** District Manager. The *** District Manager emailed our Service Manager, requesting additional information on customer's service records. We did not have any records on file, due to **************** not having his vehicle serviced with us in the past. **************** was also unable to furnish the maintenance records requested by ***. Due to lack of maintenance records, *** again denied any further assistance. Our Service Consultant then reached out to **************** and informed him that *** is not providing any assistance. **************** requested an estimate on what it would cost him to pay to replace the engine. The Service Consultant provided that to **************** and we have not heard from him since. At this point, we have done everything we can to help assist ****************. We need him to pick up his vehicle immediately and for him to find another *** ******************* you and please let me know if you have any questions.

  *************************
  Vice President ***** General Manager
  *************
  ********************************

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A week ago, on Saturday, September 2nd, I brought my 2008 Jeep Wrangler in to Palmen Motors for a service appointment. I was having steering issues which I was guessing was ball joint and/or tie rod related. I dropped the Jeep off, and later that day I received a call from them with information and a quote for service. I was straight up told it was going to be $8,000 to fix the issue. I was told the steering problems were caused by x4 ball joints, x2 * joints, tie rod, steering control arm, x4 shocks, and stabilizer shocks. When I asked what was causing the steering problem, I was told a combination of everything mentioned above. I can guarantee that the rear shocks and ball joints were not causing the steering problem. These parts usually equate to maybe $800, so they were charging $7,200 for labor? I know that's not right. When I brought the Jeep somewhere else, I was told the steering issues were caused by the front upper and lower ball joints, and the * joints located by the front wheels. They told me the tie rod was fine, shocks were not causing it, and the steering control arm had no issues whatsoever. I believe Palmen Motors was trying to scam me out of money, and I don't want it to happen to anyone else who may not have any other option than getting it fixed there.

  Business response

  09/12/2023

  ****, our sincerest apologies for your experience with us.This is not a typical experience with our establishments. We pride ourselves on offering competitive prices and services, while also providing our best advice and recommendations. We spoke with the service advisor and technician about your situation. It appears to be a simple case of miscommunication. Allow me to explain. When you came in with your concerns, we had ************** inspect your Jeep. The pricing that was given and explained to you was a suggestion that if you were going to fix those parts of your vehicle, it would also be beneficial to replace the conjoining and collaborative parts which equaled the roughly $8,000. Otherwise, it wouldn't make much sense to only fix part of the problem and still potentially have the vehicle be unsafe to drive. To be clear, it was not just the ball joints and u-joints. We strive to take the best care of our customers and their vehicles, which would then earn their trust to return to us in the future. This is one of the main reasons that we prefer to only use OEM-certified parts that are backed by manufacturer warranties, installed by *************** and Certified Technicians. This helps ensure the confidence that your vehicle will reliably and safely operate. Your safety is our top concern. The management staff and the technician will gladly offer to reinspect the vehicle with you, and to go through all of the recommended services and repairs with you. In the meantime, if you have any other questions or concerns, please feel free to reach out to me directly to discuss further. Thank you. Sincerely, ************************* | ******************** General Manager | ******************************** | *************.

  Customer response

  09/13/2023

  [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

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a very expensive car from here. They noticed the windshield was cracked and it would be replaced with an OEM one, they used an aftermarket one??. Shocks were leaking, two rims severely bent; there was no way to know this unless the rims were put on an alignment machine or the tires taken off. I offered them to just cover half the cost of the rims which is $ 625; they refused and countered with $200. Mind you this car was over $70k; to me this is horrible business practices.

  Business response

  12/23/2022

  The vehicle underwent the inspection process as required by the State of *********. All inspection points were completed and any and all outstanding items were either itemized and/or resolved. The customer also requested that another inspection be performed by a local shop/mechanic of his choosing. We complied with this request. That inspection also passed and revealed no issues with the vehicle. Several weeks have passed since the sale and delivery of the vehicle. Delivery was coordinated by the customer with the transportation company of his choosing. Many factors may have subsequently resulted after the release of the possession of the vehicle to the customer. 

  Customer response

  01/03/2023

  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.
  This vehicle was picked up by a carrier on December 3, 2022 and delivered December 7, 2022.  As of today December 23, 2022 at 6:14 pm est the car has been driven 389 miles.  The dealership nor did the inspection company inspect the actual rims.  In order to do this a tire machine must be used.  I dont know if anyone who looks at a vehicle goes thru this process.  The dealership did offer me $200 for the rim damage; that should say something.  As mentioned also; the dealership made me aware of a cracked windshield.  I was told the replacement would be OEM in which an aftermarket one was used.  The front shocks are also leaking.  Obviously the inspection company didnt put the car on a lift and noticed these things, I paid $35 for the inspection I think all they did was open the hood.  I can try to find the report from them.  Also their advertisement for the vehicle was incorrect, I believe I have also mentioned this.  I am not asking them to pay the full amount for the rims, I am asking them to pay half of what I paid finding a set of used ones, i paid $ 1,250. 
  
  Also Palmen says I now have had the car several weeks.  The car is fully paid for and I do not have the invoice and other documents from them
  Regards,
  
  ***********************

  Business response

  01/03/2023

  Were disappointed to learn of Mr. ******** dissatisfaction. As previously stated, the vehicle underwent the inspection process as required by the State of *********. All inspection points were completed and any and all outstanding items were either itemized and/or resolved. The customer also requested that another inspection be performed by a local shop/mechanic of his choosing. Palmen had no influence over the independent inspector chosen by ******************, nor the inspection itself. Both inspections passed and revealed no outstanding issues with the vehicle.
  
  Rims and tires are not required to be dismantled as part of the ********* inspection, nor is it customary to do so. The vehicle exhibited no road control or drivability issues while in our possession. The pictures sent by ****************** are difficult to make out clearly (not sure why the rims are butted up against one another vs. having separate pictures of each rim and clearly marking the affected areas that ****************** is trying to describe?).Regardless, the tires and rims held air and showed no signs of any safety hazards while in our possession. It may be possible that damage was incurred by whomever was dismounting the tires for ******************, since special equipment and training is required for this type of service.
  
  This is the first were learning of the leaking shocks that ****************** claims. Neither our inspection, nor the independent inspection requested by ******************, revealed any concerns with the shocks.
  
  The cracked windshield was found by our staff,and immediately disclosed to ******************. The conversation with the salesperson consisted of our commitment to replace the windshield, at no cost to *******************The only *** discussion was in regards to the film on the windshield that the *** (Heads-Up Display) projects against the salesperson informed ***************** that the replacement windshield would have a similar film as the *** one did.
  
  The vehicle purchased by ****************** met all regulated items at the time of the sale, however its important to note that this is a pre-owned vehicle, that is over 5 years old and has roughly ****** miles on it. All elective protective coverages (i.e. service contract, *********************** etc.) were declined by *******************
  
  Our office verified that Mr. ******** paperwork was indeed mailed to him on the day that the vehicle was being picked up by his transporter. They show records of the paperwork being delivered to his address as well. If this is not the case, well gladly expedite remailing copies of Mr. ******** paperwork.
  
  It is not clear on what ****************** means by their advertisement for the vehicle was incorrect. We transparently advertise and price our vehicles. All pricing and details are believed to be accurate, but we do not warrant or guarantee such accuracy. The prices shown may vary from region to region, as will incentives, and are subject to change. Vehicle information is based off standard equipment and may vary from vehicle to vehicle. We always encourage calling or emailing for complete vehicle-specific information. In addition, MSRP pricing may not represent actual selling price of vehicle.
  
  It's important to note that ****************** asked our salesperson to falsify a purchase agreement so that he could pay less in taxes for the vehicle. Our salesperson immediately informed him that we do not engage in any illegal activities, and in this case, being asked to make a fake purchase agreement.
  
  ****************** was afforded a great length of time to make an educated purchase decision. His original inquiry on this vehicle dates back to October 19th, 2022. On November 7th, 2022, ***************** actually flew in to visit the dealership. He had an opportunity to visually inspect the vehicle, drive the vehicle, and have any and all questions answered. There were countless communications between ****************** and his salesperson, along with our management staff, during this entire process. Our staff was friendly and cooperative along the entire course. To the best of our ability,we clearly represented the condition of the vehicle, the price of the vehicle, and what the terms of the overall deal/transaction would be.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 16, 2022 I took my 2015 Cadillac Escalade to Palmen Motors to have service done. Let me mention that we do have an extended warranty plan through Endurance. The check engine light was on. I made the appt with a service advisor named *********************. Later that day I was told that the #4 fuel injector was bad. I said to replace it. While attempting to do that, they bent the fuel rail but expected us to pay for that. That they broke and they would not pay for it. So, we had no choice. They put the car back together and still not working properly. Palmen came back to me stating now they had to do that entire side of fuel injectors so that would be #2, #4, #6 #8. So we again got charged labor to now go and re-take parts apart. I got the car back April 12th. Endurance paid for their part which was $3,194.25 and we were responsible for $2,268.16 to which we wrote a check for. I brought the car home. My husband said it wasn't running properly. (he runs a service **** at another dealership). He had me stop payment on the check. We were then faced with a health emergency for my parents and were out of town for about 3 weeks. Fast forward to now and the check engine light it on again on the Escalade and the EXACT same problem is happening. I don't feel that I should have to pay them until this is fixed. It is not. They already received 1/2 the money for the **** from Endurance. I need this car fixed. And when it is, I will pay them what is owed on our part. The service team made me feel like a burden. Everytime that my service advisor would call me he was argumentative.

  Business response

  05/31/2022

  Please note that the incorrect location was chosen by the customer to file this ******************** Complaint. This vehicle is not being serviced at the Palmen Motors location. The correct location, according to the customer's comments, would be the ******************** Buick GMC Cadillac location, NOT Palmen Motors. We suggest reaching out to the management at that location to attempt to resolve this matter. Their phone number is *************. Thank you.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My father purchased me a car November 26th 2021 from Palmen *** on *********** in Kenosha. His name is ***************************. He bought a **** ****** Camry from the lot with just about ******* miles. We were told at the signing of the car that there were NO issues with this car. I am very aware of an AS IS sale, but I am also very aware of laws and regulations on selling used cars out of a dealership. You are to disclose issues with this car to the customer prior to purchase. My dad drives over the road truck and is not home to bring in the car and it is titled to him, so he had been unable to handle it himself, so about mid December I called the dealership to find a remedy because my check engine light was on before a week was over. It was some thermostat code, not my issue. Well with in 10 days of purchase, on December 6th my car was leaking coolant and my engine as overheating and literally have had to pour coolant in my car every day since. I have had it looked at and it is leaking coolant from the head bolts on the motor and definitely should not have been over looked in a car inspection prior to sale. I have called not once but now twice and Not on person has called me back and this is totally unacceptable. We would have never paid almost **** dollars for a car that needs to this much work and definitely were told nothing at the time of sale. We feel completely robbed by Palmen and expect a quick resolution to this horrible sale by a pretty known dealership. There is no way this began after sale, I have no heat in negative degrees and my father purchased this car for me and his grandchildren to have something reliable and all we got is junk and no body seems to give to craps that it is freezing in the morning for these kids to go to school. We feel we were completely ripped off and this is something that needs to be solved immediately. These are dangerous and to leave this unacknowledged is extremely unprofessional and unacceptable. Thank you, ****** - **********

  Business response

  01/05/2022

  **************** purchased an "As-Is" vehicle, meaning that all warranties and coverages have been exhausted. These vehicles still undergo rigorous inspections and vehicle conditions are always fully disclosed by the dealership. **************** also acknowledged, in signing, the full disclosures. I have attached the aforementioned WI Buyer's Guide. All of the vehicle issues were clearly identified. Please let us know if there is anything else you need from us.
  
  Thank you,

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

  Vice President ***** General Manager

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

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

  Customer response

  01/06/2022

  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.
  
  Thank you for the response to my claim, but this does not state any new information than what my initial complaint was. The response was literally word for word my exact initial complaint entered into the BBB, just as a summary to have this dealt with. This is highly unprofessional and disgusting to not disclose engine and motor issues that could not of been overlooked during any rigorous testing done prior to sale. The attachment does not state any issues with this when signing. I have had 3 mechanics here in Kenosha verify that this issue is not new and there is no way it could been bi-passed and I am prepared to take the necessary steps. To disregard my issues is very unprofessional and I am prepared to move forward if this is the route it will be heading. To not even offer to even take a look at what I am claiming already states, this is something you have done before and very much could have been aware of. Word of mouth is the ultimate sales guide for a business, I am in sales and have been in the car industry. AS-IS sale does not sell the deal and I am legally protected by the Lemon Law per my attorney that is ready to move forward if this is the route you plan to take.  To sell a car, fail to call back after 3 phone calls with messages left for the sales manager in the *** building, to the unprofessionalism in the email response; repeating my email in a summary form and to not even remotely give a care or the decency to look at this car again is not okay in any sales career. To sell something to a customer and to literally brush it off like WHO CARES IS ETHICALLY AND MORALLY WRONG IN PERSON LIFE, PROFESSIONAL LIFE AND WILL NEED TO HAVE A REMEDY FOR THIS SOLUTION OR COUNTER MEASURES WILL BE TAKEN AND BROUGHT BEFORE THE COURTS.  As Is or not, customer is protected by the Motor vehicle trade practice laws , even from a dealership. Car issues must be disclosed and agreed too. There is nothing that states a coolant leak or any leak, also nothing states that there is anything wrong on the attachment. This is confirmed to be existing, so either you were aware or it did not have rigorous inspections done prior to sale. The salesman said it just came in and he just drove it up front the day of the purchase.  like I said, this is not acceptable and will need a remedy and quickly. I will also be filing a complaint with Wisconsin DOT. I tried to reach out and find a remedy myself before this complaint and handle this nice and with proper communication but clearly this is something you get often and have no empathy for the customers who drive these cars off your lot. Someone with Empathy, would of called, showed some sort of emotion to help my father not feel like he got cheated and used on your lot that day. Thank you for the response, I look forward to speaking again soon.

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

  Business response

  01/11/2022

  We're disappointed to hear that the customer is still upset. It is untrue that we do not care about our customers. In this case, the facts clearly identify that full disclosures were provided to the customer. It is unfair for the customer to now be upset with us, especially when we were very transparent about the condition of the vehicle. The vehicle price also directly correlated with the condition of the vehicle at the time of sale. We will be glad to perform a preliminary inspection, at no-charge, for the customer. If further diagnostics are needed, the customer will be responsible for all charges. If the customer would like to explore this option, please let us know and I will have someone on our team arrange an appointment. Thank you for your time.

  *************************
  Vice President ***** General Manager
  *************
  ********************************

  Customer response

  01/11/2022

  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.
  
  Mr Palmen,

  Your salesperson was most definitely not all transparent and we were made a fool of by your company. You have literally pulled a fast one yet again for another sale, which is all over ******* We do not accept this remedy. Clearly without one return call back to handle this with out BBB shows there is something to hide and we plan to take it to the top. Thanks

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

  Business response

  01/12/2022

  I apologize for not personally calling the customer. I have been out of the office for a family emergency and am not scheduled to be back until Monday, January 17th. In addition, one of our Managers, *********************************** called and left a voicemail for ****** on December 21st, 2021, at 11:18am, at phone number *************. He asked for a direct call back and yet to receive one. He was, and is, more than willing to discuss this situation further. Please call ************* to speak with *******. Again, I apologize that I was unable to reach out personally. I provided all of the facts I have so far.

  Thank you for your time.

  *************************
  Vice President ***** General Manager
  *************
  ********************************

   

   

• Initial Complaint

  10/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was in negotiations to purchase a used certified pre owned Dodge Ram from Palmen. I’ve had multiple contacts in person and through phone regarding price. Upon final negotiations and purchasing, they used deceptive practice and mandatory “certified pre owned warranty” pricing demanding that the client purchase an extended warranty. Regardless of fact that the vehicle comes with a certified warranty from manufacturer. After pleading to remove said required warranty purchases, and no advertisement of said required warranty requirement with purchase, they deceive consumers with used/and/or new car purchases. To add, they require a $399 “dealer service fee” to store client personal identifiable information and documents, with no concerns to consumer personal identifiable information security protocols, or to mitigate the risk associated with a data breach, with no contingency plan. Palmen motors operates with a deceptive marketing plan to lure customers in, with hopes of taking advantag

  Business response

  10/19/2021

  Our vehicles are priced as advertised. All disclosures are appropriately and clearly stated, including the dealer service fee. The certification status that Mr. ******* mentioned is an optional coverage. It is not required to purchase this coverage. It is the dealership’s intent to offer and explain available protection options to consumers so they are fully educated on their available choices. While investigating Mr. ********* allegations, and speaking with the involved dealership staff, it became apparent that Mr. ******* became upset that we wouldn’t accept his offer to purchase the vehicle for $50,000. Our price was $51,562 plus tax, title, license, and dealer service fee. In addition, Mr. ******* attempted to bribe our salesperson with a “…new $400 Snap-On drill…if he got him a better deal…”. We’re sorry we weren’t able to come to terms with Mr. ******* on this vehicle purchase and wish him the best on continuing his car buying endeavor. Please feel free to reach out to me directly with any questions or concerns.
  

  Sincerely, ***** ******* | Vice-President & General Manager | **************** |

  Customer response

  10/19/2021

  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 have attached the sales invoice from the dealership.  Although I offered $50k, I was willing to move forward with the purchase of $51,652 if they removed the additional $1,495 warranty certification.  This was clearly presented to the sales rep, Danny.  I requested it be removed three times, each time Palmen stating it must remain.  See attached as the cert was still on the invoice.  I also received a follow up call after leaving the dealership stating they will take an additional $500 off the warranty in which I still declined.

  It is evident that the general manager did not wish to resolve this matter, or reach out directly after this complainant as it's their full intentions to continue to charge this added warranty.  Between the baseless allegations of bribery and promise that the warranty is "optional," Palmen motors is very deceptive with their sales practices.  The general manager seems to be well out of daily business operations or complicit with the normalcy of this sales tactics used.  

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

  Business response

  10/27/2021

  Mr. ******* personally reached out to me after the BBB interactions. We discussed his visit to our dealership and the events that took place. The certification simply came down to a miscommunication. Even though the selling price of the interested vehicle had changed since Mr. ********* visit, we amicably agreed to sell him the vehicle at the original asking price. He accepted those terms and came in to take delivery of the truck on the evening of Tuesday, October 26th, 2021.

  Thank you and please feel free to reach out with any other questions or concerns.

  Customer response

  10/27/2021

  [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 was able to make contact with the VP & GM - Giaco & Frank. We discussed our exchanged messages and my initial concerns, resulting in resolution of the warranty I contested. Giaco provided me with final figures for the vehicle without the extended warranty as I initially requested. I feel as this dispute has been resolved and I purchased a vehicle from them.  
  
  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

  10/08/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  The dealer advertised a price of a vehicle on their website. The sales person stated they are the lowest they can go. When I told the sales person I want the car and could he write up a sales proposal so I can take it to my credit union. He immediately responded that I had to finance through them. I did not want them to hard hit my credit but explained I am approved for 3.1% through my credit union. He came back with what it would cost to buy the vehicle which included a dealer charge of 399 and an up charge of nearly 1500. The total amount to be financed (0 down) after taxes and all their fees was just under 33k. For 84 months their finance payments were 497-512… backward internet rate is nearly 7%. Untruthful price disclosure on their website and failure to indicate financing has to be done with Palmen (is that even legal?)

  Business response

  10/11/2021

  We're disappointed to learn of Mr. Leininger's experience with us. One of our managers already reached out, and was able to get in touch with Mr. Leininger to discuss further. 
  
  For total transparency:
  1). We offer MVP (Market Value Pricing). MVP Pricing means real-time polling of over 20,000 websites every hour to ensure that you and every single customer receives up to the minute Market Value Pricing on EVERY Vehicle we sell.....New or Pre-owned. 
  2). It's true that we offer additional products to protect your investment. Those are optional items, not required. 
  3). When a guest doesn't wish to submit an application for credit, we use a real-time average rate based on algorithms from recent customer transactions.
  
  We're sorry we weren't able to earn Mr. Leininger's business this time around but hope that we can regain his confidence so that we have the opportunity to serve him in the future.
  
  Sincerely, ***** ******* | Vice-President & General Manager

  Customer response

  10/12/2021

  [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

  09/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car that said had an oil and transmission fluid leak (as is). However I took it to get the leak fixed and they said there is no leak and the engine is making noise. I was going to take it to get the engine looked at and they said to contact BBB.

  Business response

  09/28/2021

  ************** purchased an "As-Is" vehicle, meaning that all warranties and coverages have been exhausted. These vehicles still undergo rigorous inspections and vehicle conditions are always fully disclosed by the dealership. ************** also acknowledged, in signing, the full disclosures. In reviewing her transaction documents, I found that ************** actually purchased a *************** Contract, which, depending on coverage available/chosen for that particular vehicle, may cover many repairs. We're surprised that ************** considered submitting a BBB complaint before reaching out to us with questions. It sounds like she may have been ill-advised by someone. In order to prevent any future confusion, we encourage ************** to reach out directly to her Salesperson, or the Sales Manager, so we can plan accordingly. At minimum, a vehicle diagnostic would have to be performed before we can determine available options. 

  Thank you,

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

  Vice-President & General Manager

  Palmen Motors

• Initial Complaint

  09/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Palmen Motors, before the purchase I was told the vehicle was getting inspected and prepped by service, I took the vehicle for a test ride, all things seem normal. The next day or two I began to receive signals as if the engine light and traction was giving me problems. The vehicle alarm always has been giving me problems, as of 2 to 3 days ago the vehicle would not start when I turn the key it just keeps turning over, but not starting. I took the vehicle over to the dealership where they said they put it on the diagnostic check and found several things wrong, I was told I would need to wait to be called to see if the vehicle was under Warranty, I gave $10,000 cashiers check, And finance the rest, now I am sitting with a vehicle that will not start and I am furious. No one from Palmens has called me back in the last 24 hours, again I am sitting with a $20,000 Vehicle that does not run.

  Business response

  09/15/2021

  The vehicle had already been diagnosed and was being handled with the Management team here at the dealership, so we are surprised by the filing of the BBB compliant. The customer's concerns have all been handled. We encourage the customer to communicate directly with dealership staff in the event that there are any future issues. This will help avoid confusion and delays.

  Thank you and please feel free to reach out with any questions or concerns.

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

  Vice-President & General Manager

  Palmen Auto Stores

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

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

*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. ↩