ComplaintsforGoben Cars

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My daughter bought a car on a loan at this dealer ship . We told them prior to the start of the paperwork that we wanted the registration to read both in my name and my daughter for insurance purposes. When we got the registration it was only in my daughters name . She went back to the dealership and was given a corrected form and took it to the *** they wanted us to pay an additional $175.00 for the correction which we already paid. They suggested we go back to the dealership which we did and spoke directly with the 2 owners and they said they would correct it. Almost 3 weeks have gone by and we have not heard back. I called and talked with the person who did the paper work and was told they cannot change anything because my name was not on the loan and would not let me talk with the owners I initially talked to and was threatened if I called back they would consider it a charge of harassment. I called the lender and was informed I could have my name on the registration even though my name was not on the loan. The dealership made the mistake but will not make the correction because they don't want to pay the correction fee. They also sold her the car with 2 metal plates sticking up from the back floor which was a safety problem they did remove them for my daughter but left 2 holes in the back floor. When she took the car in for this work the mechanic also did the brakes and was told the car should have not been but on the lot with bad brakes . This dealership sold her an unsafe car and is unwilling to correct the mistake they made with the registration and threatened me with harassment.

  

  Business response

  09/10/2024

  In regards to compliant #********, *** ***** is the father of Jaya ***** who bought the 2015 ****** Prius. We did nothing wrong in regards to the titling issue that has occurred. *************** is where we financed the loan through, and they require that whoever is on the loan has to be on title for the vehicle. *** is not a part of the financing or on the purchase contract of this vehicle therefore we had no obligation to put him on the title. *** came in and talked with the owner and initially thought we could add him but since he is not on any of the paperwork and doing further investigation through **** we realized we could not add him to the title. We did confirm this with *** *********, our dealer relationship manager for ***************. When *** called in and talked to our finance manager **** ******, who told him why we could not add him and he started yelling at him with derogatory language so **** responded by asking him to stop talking to him that way. *** continued to yell at him and **** asked him to stop harassing him. As far as the safety concerns of the vehicle the poles that were there have nothing to do with the functionality of the vehicle and would not render the car unsafe even with the holes that are now there as they don't go through the floor. If there was a brake concern the customer could have reached out to us prior to getting the work done elsewhere and we could have looked into it for them. The titling issue is not a mistake we made on our end. If *** wanted to be on the title he needed to be on the loan paperwork for the vehicle.

  
  

  Thank you,

  ******* Goben

  Customer response

  09/10/2024

  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.
  
  [Please type your response here.]
  
  Regards,The owners of the dealership  are the one's that told me I could be added to the vehicle registration.  It did not matter that I  was not on the loan. . I made it clear when my daughter bought the car that I needed to be on the registration on advice from my insurance agent . If they did not make the mistake then why when my daughter went back to the dearler they gave her a corrected DOT form and was told to take it to the ***** When I took it to the *** they told me the dealer should make the correction. or they wanted to charge us another ****** to correct it which we already paid. I also contacted the leander and was told I did not have to be on the loan to be listed on the registration. My insurance agent and the *** told me the same thing, They just do not want to pay to have this changed . Do the owners of the buisness not know the law. I was told by the owners that this would be corrected when almost 3 weeks went by I called the dealer and talked to 4 different people the last person  I talked to would not give me a chance to speak he just kept talking over me making me more and more frustrated . I requested to talk with *** the owner who told me this would be corrected . I was told he was not avaliable I requested to have him call me but again the person I was speaking with just kept talking over me with no intent to have me settle this with the owner. Yes we did have a heated discusion as far as I know there is no law against this . I was told not to call back or I would be charged with harassment and was hung up on. As far as the metal plates sticking up from the back floor the dealer did remove them but that left a hole in the floor which snow and water will at some point saturate the carpet and there is a panel missing under the back seat . Again the owner checked the car and was willing fix this . I received a call from the dealer today not sure want they want since they told me not to call back . I will have this corrected even if I have to pay another fee but may be forced to take legal action pending after I call the dealer back at their request. ***
  
  *** *****

  Customer response

  09/23/2024

  [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. 

  I was contacted by the company and they have offered to correct the problem . My daughter and I have  signed the corrected forms completed by the dealer and are now waiting for the corrected registration to be mailed to my daughter. from the ***. For now the problem was resolved

  
  Regards,
  
  *** *****

  
  

  
  

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They sold me a car with a great deal of mechanical issues. They did address some of the issues but did not do it properly And more issues have arose. One of the issues that I made a complaint about when I bought the car was the exhaust and after having the car inspected by sparkle auto body in *******, it was determined that the exhaust was completely ruined and needed to be replaced. There are also parts and components to this car that are not In place by not in place, I mean missing or improperly installed. When I went back to the dealership about this matter, I was told that they do not have to help me or fix anything. In the one month that I have owned this car, I have taken it back to them for repairs several times. There has been issues with the car since the day I bought it The Body Shop also told me that this car has clearly had a previous accident, and the dealership only told me that it had repairs. At this point, I'm going to stop driving the vehicle. And I would just like to give it back, and I do not consider it safe for myself or my children.

  Customer response

  06/18/2024

  They told me the exhaust was fine. And the exhaust is so rusted that it leaks. And needs to be replaced. I just want them to cover the cost for the exhaust and I would like them to complete the work They started with the door
  On the driver's side, they did not remount something properly and it is moving.

  

  Business response

  06/18/2024

  In regards to compliant #********, *********************** brought his vehicle back after the sale for issues that are not powertrain related. He brought up the exhaust sounding off and after further diagnosis we couldn't find anything wrong with the exhaust. We did take care of other issues including the door lock actuator (window motor), replaced a passenger side front strut, paid for an alignment, and fixed the heating element on the rear window that was making a ringing noise. All of these issues were not powertrain related but we took care of it anyway as we wanted to ensure it was driving smoothly for *******. Shortly after we did the repairs ******* stated that it was pulling to one side and the front wheel was shaking but purposely left out that there was a new tire on the front passenger side due to a vape popping the tire on the beltline which ended up causing significant damage to the vehicle. Added to this email are pictures of the damage that clearly occurred after the accident where the tire popped on the beltline. That being said, none of these issues are powertrain related and at this point there is nothing we can do. The damage that was caused due to an accident while the customer owned this vehicle is not on ******************** to take care of. 

• Initial Complaint

  01/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2018 ****** from Goben on 9/1/2023. The *** is *****************. The cost of the vehicle and extended warranty totaled $18,779. The vehicle was missing a part. They recognized the part was missing and the paperwork included a "WE OWE" document noting the missing part as a promised item from them. I didn't hear anything back after a couple months, so I contacted my salesmen via email on 11/4/23. He said he would look into the issue. I waited another month and contacted him again via email on 12/5/23. He said he no longer worked for Goben, but that they should have contacted me by now and that I should call and ask. I called and asked on 12/7/2023. I gave them my information and they said I'd hear back soon. I haven't heard back yet. I'm looking for Goben to deliver the part they promised. If the item has not been delivered yet "due to extended lead times" or other, I would like them to provide me with some proof the item has been ordered including an expected delivery date.

  

  Business response

  01/05/2024

  There was a miscommunication issue on our end with the customer *********************** and we are taking care of it as of now. We will be finishing the job for him.

  Customer response

  01/13/2024

  [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. 

  They said the would supply the part or equivalent.

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

  
  

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car for cash on July 18, 2023. The next day I noticed the touch screen for the radio was inoperable and I went in and ****, head of service, said they would fix which they did no problem. On 8/3/2023 the temperature gauge went crazy and the car was running hot- or so it was indicated on the gauge- I then took it in and **** reassured me the car was fine and safe to drive but if The gauge continues to work improperly I should bring it back in an he would repair it . On 8/9 and 8/10 I called a total of four times to speak with **** with no response in order to set up an appointment to repair problem. I somehow got connected with **** and was treated rudely and told they would not fix, that **** never said that and that I shouldn't ever come back to GOBEN CARS again keeping in mind that **** works in Finance not service. I do believe a business should back that which they sell and GOBEN does not do that. It is my belief that they should repair my car without question as it hasn't even been one month since I purchased it. **** was totally rude as a side.

  

  Business response

  08/31/2023

  **SEE ATTACHED DOCUMENT**

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car at the end of October. The day after I took the car out of the lot, the check engine light came on. I took it back in. They kept the vehicle for two months--originally telling me it would just be a few days. I had to call to hassle them as to what was going on with my car. In the meantime, they gave me a loaner car that didn't have working heat in winter (I have two small children) and had expired tabs (which resulted in being pulled over). At the end of two months, with ********** to check in weekly and often hearing no responses, I told them to keep the car and give me my money back. They said the best they could do was to refund all but $1600, otherwise, I could wait for the car to be done being repaired. I could not afford this, so I agreed to wait. When my husband finally demanded to know what was happening with my car, we were finally able to get the car back, but the car they "fixed" had the very same problem within the same week. Due to the terrible customer **********************, and the fact they did not fix my car (and actually for some time LOST it because they sent it to a ******* dealership), I had to take it to the ******* dealership to be fixed. They said the repairs by Goben actually worsened the problem, and as a result, I had to pay $1300 to have ***************** fixed.

  

  Business response

  04/26/2023

  I'm reaching out to you in regards to the complaint filed with your office by the customer; (ID: *********. We did in fact take possession of the vehicle shortly after time of purchase for an engine light on the dash. The scan revealed an issue with the Alternator/Generator/Starter unit (***). On most vehicles this is a straightforward operation, involving purchase of the unit and installation. On this particular model, however, it becomes much more involved. Make and Model-Specific tools are required which we had to source in order to complete this job. The primary issue this took the time it did, is that in order for this unit to function properly, it requires programming by a ******* dealership. We did explore the possibilities of having another service shop carry out the programming in the name of expediency but the scan tools required are ******* proprietary. Neither ******* East or West as well as a ******* dealership ** ******** were able to schedule anything for nearly 3 months at the time of this repair. Oftentimes they will allow us to bring a vehicle to their facilities and wait for a cancellation where they can bring the vehicle in ahead of the current schedule, this is what we elected to do. 

  
  

  In regards to the loaner situation with no heat, I was not made aware of the lack of heat in this vehicle. If I had been, I would have had no problems trading them into a vehicle with working heat, but it was not something that was discussed in the time that we had the vehicle. Reading this correspondence is the first time I am learning that the vehicle she was driving did not have heat.

  
  

  As towards the trade-in situation, we had offered the value of the vehicle, at the time of purchase, towards an identical vehicle on our Lot. However, as a third party is involved (the bank), as well as state mandated fees, we are unable to trade someone into a different vehicle dollar for dollar, there is a cost associated with purchasing a vehicle and that is, at its core, what happens during a trade-in situation.

  
  

  I was in contact with the customer at every step that I had a progress update. In addition to that, I had discussed the status with her at the various times her and her husband had contacted my office, in the interim, while the vehicle had not had any further progress made. The assertion that we lost the vehicle is just simply false. Whether it be by mistake or by deliberate intent, the statement of Goben Cars losing her vehicle is entirely untrue. At absolutely no time were the whereabouts of the vehicle or the professionals working on it unknown to us.

  
  I would like to state, at this point, that I am not speaking on behalf of ******* or the professionals there of, rather, simply to the points outlined in this complaint. Implying the vehicle was never fixed is a false and unreasonable assertion being that ******* provided a service write-up to me verifying what was performed on the vehicle, never mentioned any further repairs needed and never contacted me at the time of sale of the *** unit making Goben Cars aware of some damaged that *** occur if repaired in the fashioned, as outlined in this complaint. The fact of the matter is, ******* performed that calibration, worked with us in getting the vehicle finished more quickly, then provided complete documentation of the work performed verifying the repairs were made successfully. Furthermore, I provided the customer with complete documentation of this repair, including not only a copy of the service write up from ******* but also copies of invoices from our own records, as well. I have included these here in an effort to illustrate that, by *******s own assessment, this vehicle was properly and completely repaired at the time we delivered the vehicle back to the customer.

  
  

  I have invoices of the appointment and parts attached as a PDF to this email. Please let me know if there is anything else needed.

  
  

  Thank you,

  
  

  --
  

  ******* Goben

  General Manager

  Goben Cars Middleton
  

  Office Number: **************

  

  Customer response

  04/27/2023

  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.
  
  To begin, I have never spoken with *******, so I am unsure how she could have been in contact with me every step of the way, as I have no knowledge of who she is. This is a falsehood as are many of the responses. I was not offered a different vehicle in the lot, had I been, I would have accepted--especially considering there was a surplus of the same exact vehicle in stock. I was given two options: to wait or to lose $1600 by returning the vehicle. Furthermore, there seems to be a lack of communication between those working at the dealership and upper management, because not only did I tell more than one person there was no heat (I even put it in my ****** review some months ago), but my husband ALSO did. In fact, I asked for an electromagnetic device that was left on the windshield (from wherever it came from) to be removed since they kept the vehicle for months, and they assured me they would--and DID NOT. Unfortunately for Goben, one of the workers also told my husband on the phone that he did not "know the exact location of it [the vehicle]." So while "lost" may be a euphemism, the general meaning is the same. Losing it is also not out of the question considering they changed when the repairs would be done numerous times (it was supposed to take a few days, then a week, and then that week turned into months). I called and left many voicemails that were unanswered and was put on hold for extended periods of time, so her assertion that she called me and followed up with me is false. I have my phone call history available--and they are outgoing calls from me to Goben. 

  The documents I provided show that the component Goben assured me was fixed needed repair--that much is obvious from the receipts. Goben fixed the alternator and put back on a bad tensioner--that is what the ******* dealership told **--so they did not, in fact, fix the problem, as the check engine light was on within the week. The fact that the vehicle needed to be fixed almost immediately (I have a text to my husband the exact date the check engine light came on after the repair) shows someone missed something. Either way, my new car should not have needed to be fixed so many times within the first year. 

  While an apology at any step of the way would have been nice, I would, instead, like to receive payment for this work that i should have not had to pay. 

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

  

  Business response

  05/05/2023

  In response to your concern.  Our original response was written by our service manager.  ******* simply uploaded the document our service manager wrote.  We stand by our previous assertion that the customer was given the opportunity to trade the vehicle in to purchase a different unit.  I agree when the customer said there were many vehicles available to purchase instead of the one they selected.  However, not all vehicles are priced the same and we are not able to just swap out cars if issues come up.  The vehicle was fixed in the fastest manner possible and we provided a loaner vehicle while the repairs were being completed.  We are committed to making the car buying experience fast and convenient for all customers.  When issues like these come up, we are happy to help even if it takes months.  We will consider this matter closed at this time.

  Thank you

  
  

  Customer response

  05/08/2023

  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 am asserting again that the general manager offered me a deficit of $1600--I was not offered another vehicle. There was a similar vehicle that WAS cheaper because it had more mileage--why would I not accept that if it had been offered? The fact of the matter is, I was not offered that as an option. I was given two choices: Wait or return the car and lose $1600, as that was "the best offer" I would be given was what the general manager told me. The service manager is the person I more often dealt with. So, I'm not sure who is replying to the complaint, but I only had one interaction with the general manager (when I demanded to speak with him after being out a decent car for two months). 

  Two months to fix something that took a ******* two days is not fast nor reliable service. A bad tensioner was not noticed, so the problem that took two months to "solve" was not solved. The loaner I was given had expired tabs and no heat. Ultimately, better communication should have been provided-- the fact that I had to call every few days, often receiving no response, was poor customer **********************. The fact that I had to pay so much to have something fixed that should have already been fixed is a problem. The fact that the check engine light came on the day after I purchased the car shows the quality of service. 
  
  Regards,
  
  ***************************

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Thank you for your response so quickly. I recently purchased a truck from ********************** East cars in ******* and the dealership did not disclose the serious problems the truck had. We test drove the vehicle on Tuesday March 21 and noticed the Engine overheating light was on. The salesman said it was most likely a sensor and they would take care of it. We put $500 down to start the process and was waiting for financing through ********************** We bought the truck on Wednesday March 22. Signed all paperwork and financed through them but as you look at the paperwork who is the Lien holder on this vehicle. Who are we financing this with? Them? Drove away with my 2 year old granddaughter in the car that ********************** told was safe.Had the truck looked at by our mechanic on Monday March 27. He couldnt believe how bad the ball joints were and told us it was VERY dangerous to drive. After seeing the condition of the ball joints he did not want to drive it to look at the Engine overheating problem. He strongly advised us not to drive it!I went back to ********************** very very angry and told them they had lied to us. They offered to tow it back to them and fix it. Tuesday morning I went to ********************** and calmly told them I did not want this truck. At this time they acknowledged that they were aware of the ball joints but there was a miscommunication from ********************** West and ********************** East. Parts had been ordered but ********************** East did not know that. When I purchased the truck I was told that the truck had been inspected and they found no problems with it. Supposedly ********************** West knew about the ball joints and had ordered parts but now that the truck is in their possession they needed to order parts to fix the problem. Smells fishy to me. I calmly told them I would like my money back. They can have their truck. I had no respect or confidence in them after they watched me put my 2 year old granddaughter in that unsafe truckThey said they would talk to Don ********************** and see if that was an option. No call back so I went back to ********************** and they said I could not get my money back and they were going to fix the problems. I asked for a loaner which they gave me. On Wednesday March 29 I called ********************** and asked for the manager. I talked with Donovan ********************** who was very rude and said I will not get my money back and he wanted the loaner back by the end of the day or he was calling the cops on me. I immediately and gladly took the loaner back to him and he very very( shaking ) told me I had to take the truck back even though it wasnt fixed yet. I said I am not taking that vehicle and that needed to get my work stuff out of the back of the pickup. He said if I take the truck that night he would have it impounded. I said I guess I need to get an attorney involved and he asked me are you threatening me? Then he demanded me off his property. I said I would gladly leave after I got my thing out of the truck. He told an employee to bring the truck out front and he demanded me out of the business. While standing outside waiting a customer witnessed this and asked me what was going on. I knew I was on camera and being watched so I videotaped our conversation. I said I had a bad experience with them. A salesman ran into the showroom and all of sudden Donovan ********************** runs out the door and demands me off his property and calls the cops. That was a relief to me. Two cop cars show up and assess the situation and we stand outside waiting for our things. It all escalated so fast and so unnecessary. The police were very friendly and the female cop suggested we *** him. I just want my money back

  

  Business response

  04/06/2023

  We have every customer of ours test drive before purchasing from us, so we are all on the same page that it's a good safe running car.  We do care about our customers so if something happens after a sale like this, we do take care of it.  I can assure you we didn't know about the needed repair prior to sale, we sold the ***** Colorado to ******* and ***** on 3/22/23, shortly after she came in for the service appointment, she looked at our security system stickers that say ADT then proceeded to laugh and said, "don't worry I didn't bring my gun." We didnt appreciate this comment, especially in the light of the recent death at a local dealership during a service appointment.  After this encounter we proceeded to fix the ******** by installing new ball joints and a thermostat assembly.  We even waived the $200 deductible we charge for warranty repairs as it just happened.  While we were working on the truck frustration escalated quickly as the customer started threatening to *** us and saying we owe them their money back.  They came back to the dealership and in the middle of our showroom they were swearing at everyone and screaming at our customers that they should not buy cars from us.  After they brought up the gun remark and carried a huge temper it was clear nothing, we said was going to mediate the situation, so we did get law enforcement involved. They didnt want to take the vehicle even after it was all fixed so the police officer told them that we could impound it - We decided against that to not further escalate the situation and eliminate the fees that would create for the customer. After that, they did come pick it up and we stayed very professional during the encounter.  

  Customer response

  04/06/2023

  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.
  
  [Please type your response here.]
  This is clearly not what happened at Goben cars.
  They were fully aware of the condition of the truck prior to the sale. They admitted to that when I came in very angry because they swore the vehicle was safe for my granddaughter and it was a shock to our mechanic that they did not get into an accident because of the ball joints. They admitted to dropping the ball and forgot to tell us about the ball joints which were dangerously worn. If we had not had a mechanic look at it my son and granddaughter lives were in danger. 
  Yes I was very angry and I did swear at the salesman. I also stated dont worry I do not have a gun because they were talking about it with us the day before. 
  Things escalated when Donovan Goben got involved and insisted we take the vehicle immediately. The mechanic was standing next to him and told him it had not been fixed. Donovan Goben screamed at us You will take the truck or I will have it impounded . 
  my response was I guess I will need to get an attorney involved

  He screamed at us to Get off his property NOW. We were waiting for our personal processions that were left in the truck because the truck had to be towed from the mechanics. That is how bad the truck was. 
  We stood outside waiting and a customer who had witnessed the scene in the showroom asked us what was happening. We knew they were watching us so I told her We are not very happy That is all and videotaped that for proof because I knew they were going to throw that at me. 
  We did not say Do not buy a car here.

  Donovan came out yelling and called the cops. We were very relieved because he was completely belligerent. It was unsafe. 
  The cops were helpful and they even commented on his very unprofessional behavior. They were in shock. 
  Once the vehicle was fixed we picked it up and had a mechanic look at it. The problems were fixed. 
  I will never ever buy a vehicle from them. And I will let every friend and family member know about how they knowingly sold us a truck that was in dangerous condition for the road. They denied knowing that but admitted to us that they knew but dropped the ball on this one. Unacceptable and unforgiving. 
  
  

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

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2014 **** Escape from Goben Cars in March 2022. During the purchase they stated that they only wanted me to drive around the parking lot for a test drive due to a wheel bearing issue. The only maintenance issue disclosed at time of purchase was the wheel bearing issue. They held the car for the first 2 weeks to fix the problem.Shortly after taking ownership I noticed issues. I took the car back under Goben Car's 100 day warranty. I asked for a thorough check of the transmission and engine. The only issues stated were that the Cadillac converter and motor mounts required replacing. Goben mentioned the breaks were bad and they would fix to provide good customer **********************. They held the car for another two weeks without offering a loaner vehicle (sales man said I could potential obtain a loaner. Service Manager ignored my request).I got the vehicle back and I still noticed something off. I decided to get a second opinion from the local **** Dealership. I again asked for a specific review of the ********************** They immediately stated I had a transmission issue. Even though I was under the 100 day Goben Warranty, they ended up using my extended warranty which I paid the deductible for the repair. They also mentioned that Goben does not have the equipment to diagnosis transmission issues. However, Goben works with them on a regular basis to maintain their cars for sale. Goben also mentioned they sent my car to **** for the wheel bearing repair. They did not send my car to **** when I asked them to thoroughly inspect the transmission.In addition to the transmission issue, I picked up my vehicle from ****. I have a receipt showing that the brakes were not previously replaced as Goben previously mentioned that they replaced the brakes.I contacted Goben that I wanted to return my vehicle at this point. They said they would escalate this issue. I never heard back. I was under 100 days of purchase at that point.

  

  Business response

  01/17/2023

  My name is *******, the service manager at Goben cars, and I am contacting you in regards to a complaint filed concerning ***************************-Kights 2014 **** Escape, Complaint ID - 18718103.

  Ill do my best to address all questions and inquiries ******* in the complaint based on the information that I have available to me and what I specifically remember about the appointment. 

  In my appointment log, I have notes requesting the transmission inspection, this would consist of running diagnostics on the vehicles *********************** modules for codes and information stored in the computers intended to monitor the function of said assembly, checking various items, including but not limited to; fluid condition, gasket function, leak inspection and test driving. To my knowledge, and at the time of the appointment, there were no issues *******ing with the operation of the transmission. A point Id like to have considered is that we do not retail labor, our shop is for set-up and warranty work only, this also means I do not have a set labor rate. This means I have no metric for determining how much of a labor rate I will cover at other dealerships. As a result, if customers request an inspection, it is done in house only. If, however, they choose to pursue a second opinion into a suspected issue, it is always the customers responsibility to schedule and pay for those services. This is always the case for customer requested, outsource work.

  In regards to the only issues stated, diagnosis, oftentimes, is an iterative process and does require time. This means if we have an indication that something is wrong, we start with the most likely repairs and continue until the problem is resolved. As such, time constraints and parts requirements may change. Those were the issues as we knew about them at that time. I have included a copy of the parts invoices as well as a copy of the appointment log. These both reflect this process. Furthermore, there were issues that were handled in the interest of good customer ********************** that are expressly not covered under any powertrain warranty; this includes the Left side view mirror lens. As well as the mirror, both transmission mounts were done when the engine mounts were installed in the interest of assuring the remaining mount was not also about to fail.

  The customer goes on to state that we held the car for another two weeks without offering a loaner vehicle (sales man said I could potentially obtain a loaner. Service manager ignored my request). Her request was not ignored, it was declined. Loaner vehicles are never promised to the customers in any way, be it in writing or otherwise. They are purely a courtesy that we offer and are on a first come first serve basis. However, the viability of giving a loaner vehicle is dependant, only, on 2 conditions; 

  1) If my shop will require more than 24 hours to carry out repairs, and 

  2) If I have a vehicle available to give out. 

  I have a limited number of vehicles that are insured for use without a sales rep. ******* and if I simply do not have a vehicle to give to the customer then transportation is their responsibility.

  Addressing the warranty situation with the transmission at ****. The *** warranty covered the costs for a service performed outside of my own service center, resulting in a $100.00 deductible. Had that same repair been carried out in my service center, there would also have been a $100.00 deductible on that repair as well, stated in writing on the disclosure provided to and signed by ********************************. The option they chose to pursue (at ****), in my opinion, was the quickest solution to the problems she wished to have addressed. She then goes on to state that while we did not send her vehicle to ****, as she asked, she did have to pick it up from ****; In addition to the transmission issue, I picked up my vehicle from ****.?

  ****************************** states in the complaint that they mentioned that Goben does not have the equipment to diagnose transmission issues. Im not sure who they is referring to as **** has no notion of the equipment we do and do not have. We are a full service shop and do in fact have the equipment and personnel necessary to diagnose all manner of issues, specifically those relating to the power-train operation of the vehicles in accordance with our warranty. Further, I would not have promised to send the vehicle to **** for a transmission diagnosis even if that had ended up being the case. As I stated earlier, that is a situation that rarely happens and that being so, I would not have promised such services at Goben Cars expense given the infrequent nature of that instance. 

  She goes on to state that she has a receipt showing that the brakes were not previously replaced as Goben previously mentioned that they replaced the brakes. I do question the legitimacy of this statement as it would imply **** CAN, in fact, tell when they were replaced? Im am skeptical as to how they would come about that information. Also, I am not sure what to say pertaining to this point as it is not mentioned in the service appointment stating that there was anything wrong with the brakes at the time of the appointment. Brakes are the 3rd item inspected on all of our inspections, the only time they are not replaced is when the braking system is in good working order. The tech looks for several inspection points including but not limited to; Smooth operation, Pad life, Rotor warping and health, ********** systems, slider functions, ETC. She may have requested a brake inspection and if that is the case, the only reason we would not have done brakes on her vehicle, inside of our powertrain warranty, is because the health of that system did not require them to be repaired. Our warranty is for failures and faults of powertrain related parts, we would not have replaced a part or assembly that is not faulty or failing.

  The last point I would like to touch on, she states that; I contacted Goben that I wanted to return my vehicle at this point. They said they would escalate the issue. I never heard back. I was under 100 days of purchase at that point. We do not and have never returned vehicles. That has always been our policy. No one, at this business, in a position to make a call like that would have informed her otherwise. We do our best to work with the customers on issues as they arise. We are dealing with mechanical entities that inevitably will have repair needs. So long as there is communication and warranty available to work inside of, we continue to serve the customers to the best of our abilities. At some point these repairs become the responsibility of the owner. We have it disclosed in writing for this very reason. My question to her would be, why wasnt I contacted prior to 270 days after the last appointment? Currently we are 196 days outside of our 100 day powertrain warranty at Goben Cars and this is the first that I am being made aware there is still an outstanding issue. 

  
  

  If you have any other questions regarding Service on this issue, Id be happy to assist you in any way I can. Feel free to contact me by Phone at ************** or by email at ****************************************.

  
  

  Let me know if you need anything else from us!

  Thanks,

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from gold in cars with an *** for a key fob. I reached out to the company after the purchase of the vehicle for the key and they informed me the key is made by a third-party, and they cannot schedule on behalf of. The key was never made. I reached out to inquire about them sending me an uncut & unprogrammed key and was told they wont be fulfilling the *** as its past 30 days.

  

  Business response

  01/13/2023

  In response to *************************** regarding his agreement for a key fob, the we owe is good up to **************************************************************************************************** order to receive what was owed during time of sale. If no appointment is scheduled then the we owe does expire, ****** bought the vehicle on 09/08/22 and called us on 01/04/23  to set up the appointment which was well past the 30 day we owe time frame. We were still willing to help him out regardless of it being past the time frame but since then ****** has moved to ********** where he wanted us to pay the price of what the dealership there was asking for and we have a company in house that does the cost of the key fob significantly cheaper. Our warranty is done in-house along with our we owes and if the customer has moved away or can't come back then that does not obligate us to pay other dealers' pricing. I have attached the written agreement of the we owe to the bottom of this email as a PDF attachment. Please let me know if there is anything else you need from Goben Cars.

  
  

  Thank you,

  --
  

  ******* Goben

  General Manager

  Goben Cars Middleton
  

  Office Number: **************

  Customer response

  01/21/2023

  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

  Obtaining my call records; I contact the dealership numerous time immediately after the purchase for an appointment. Was informed the key is made by third party and they cannot schedule for them.  Its my belief ***** never intended to follow through on the key as it was initially turned down in negotiations. I have lived in *********** since 2015 and split my Time with ** since the beginning of 2022. I also asked ***** to supply the key in ******* for my family to collect. They denied stating its past 30 days.]
  
  Regards,
  
  ***************************

  

  Business response

  01/31/2023

  Upon completion of a WE OWE customers have 30 days to complete.  We simply cannot honor things forever and this is stated on the WE OWE.  I can assure you we honor these within the 30 days and sometimes if they are a couple days after that's fine but if a customer contacts us 6 months later we have to draw the line at some point.  I'm the General Manager and oversee all departments of the store.  I never once heard about any issues getting him this key or spoke to ****** regarding this until 6 months later.  I can assure you I have my Service Managers trained to communicate properly and handle these professionally to finalize sales.  He finally asked to speak to the manger 6 months after the sale regarding this issue.  If there actually was a legitimate issue getting the key I believe he would have asked way back when he purchased it.  I appreciate ******** business but unfortunately this is where we stand on the issue.

  
  

  
  

  
  

  Respectfully,

  
  

  
  

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

  General Manager

  Goben Cars East

  **************    

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Used vehicle purchased from Goben Cars Aug 4, 2022 for purchase price of approximately $13,000 and $2,000 warranty with AUL.- Before purchase, car was reported as having an inspection and no current issues found.- Sept 7, 2022 car was found to have faulty fuel pump and timing chain causing it to be dangerously inoperable, as well as a severe leak in the oil line.-Fuel pump and timing chain have been repaired under warranty with AUL while fuel line, spark plugs, old brakes etc. are not covered.-Vehicle is currently inoperable with severe leak in oil line, awaiting uncovered repairs totaling $2,143.90 at *************** repair facility The repairs required for operation of this vehicle have been in excess of $6,000 and it is my belief that either no inspection was conducted by Goben Cars prior to the sale of this vehicle or that Goben Cars knowingly sold a vehicle with severe malfunctions.

  

  Business response

  01/13/2023

  In regards to ****** Bells complaint we helped him out significantly and he appeared happy we did so.  We took issues not covered by our warranty and a claim denied by *** and got it handled for him.  We even offered to help him out with regular maintenance issues to save him money compared to the expensive quote he received.

  
  

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Goben Cars and took it to ********* ******** for it's first oil change since I got the car. I was informed by them that the oil pan plug had been heli coiled and that whoever changed the oil last would have been aware of this. Goben had their sticker in the window showing the next date it was due and they advised me to talk to them and that they put a plug in it but technically it shouldn't be driven as it could come out. I got the vehicle home and called Goben . I spoke with Donovan and he asked if ********* brothers had taken pictures I told him they had and gave him their contact information. ********* brothers called me to let me know that Goben had called. When I reached Donovan again he said it was difficult to tell from the photos and they would need to look at the car he told me they would make it right but I had to get the car to them. I had the car towed to them the following Monday 9/12/22 we hadn't spoke with Donovan as he was out but a mechanic reached out to me as to what they needed to look at. I gave him an explanation and told him if he had any questions that Donovan was aware of the details. My husband called back the next day 9/13 and was told that they were just getting it in to look at. He then called back on 9/14 to check the status and was told by Donovan that they weren't going to do anything as it wasn't leaking. My husband explained that we know it's not because a plug was put in but that doesn't solve the problem that the oil pan needs to be replaced and they would have known that when they sold us the car. Now we have to pick up the car and take a chance driving it. Then have it towed to a mechanic for the proper repair. If Goben had been straight forth I wouldn't have had it towed there in the first place. Currently I am out $208.88 for the tow and will have to pay for another one as well as the cost of repapirs. Goben should have stood by what they sold instead they waisted our time and money.

  

  Business response

  09/20/2022

  In regards to the complaint filed by ********************* about her CRV oil pan plug.  I can assure you we inspect our vehicles and care about the quality of them.  The plug that was in the vehicle was not leaking and we successfully changed the oil and secured the plug back in place.  Our vehicles come with a 100 day powertrain warranty.  This was brought to our attention over 6 months after the sale.  Im sorry for any inconvenience with them towing the vehicle here or time they feel was wasted.  We appreciate the business and hope the ***** is a great car for the *****.
  

  
  

  
  

  Respectfully,

  
  

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

  General Manager

  Goben Cars East 

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

  Customer response

  09/21/2022

  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.
  
  [Please type your response here.]
  Goben's answer is that they changed the oil and put the plug back and it was fine.  Yes, they put the plug back with a heli coil which is a ***** rig solution.  They were aware that the pan was not in proper condition but did not disclose this to us.  As for the 100 day warranty of course that would have expired before I had the oil changed and found out the condition of the pan I don't drive enough miles that the oil would have needed changing in the 100 day time period.
  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. ↩