Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:28/06/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  date of transaction was march 28/2023, the amount was for around 60,000. They had told me when testing the truck that they would fix any problems that I saw. They have a promotion on their business card saying every approval gets a 300 visa which no one had mentioned and when I had asked they said nope it’s to late you had to let us know at the beginning tough luck as for the repairs I had pointed out 4 main issues which they said they’d be happy to fix. The window had 3 chips in so they said they would replace that along with the tail light was covered in tape so theyd fix that with a dent in door and paint chips all along side and gaurd on front was cracked. First 3 weeks they said they were waiting for parts to come in, no calls no nothing, I had messaged and asked to bring in truck shortly after and no one again got back to me. I then called cause on my credit bureau it had said that I still owe money for trade in yet they had paid off trade in loan. They are saying I have to pay 1200 dollars for a vehicle I traded in months ago. 2 appointments I couldn’t make because I had deaths in the family which I had informed them of and he said it was ok. I went there cause they wouldn’t return my messages or calls and I sat in the ace guys office for half an hour for him to come back and say he had talked to the service manager and that Because I didn’t come in 30 days after purchase they won’t be fixing none of it and that I just can’t come in to talk about this and expect them to drop everything and fix it and they had told me about the 30 day rule which was never spoken of. I had a co-signer which can attest that they said they would fix all the repairs as a condition of buying vehicle and didn’t say nothing about 30 days. I finally received paper work in an email and one one repair was recorded, it’s also due for a service under warranty and they’re saying they won’t do that either. Told them I would be contacting *** he laughed at me and said good luck with that.

  Customer Answer

  Date: 24/07/2023

  
  Complaint: 20244673
  
  I am rejecting this response because:

  Hi I would like to send a rebuttal as the dealership has been very unprofessional, they did not fix what they said they would agree to and when I sent that the claim was resolved they decided that they weren’t going to fix all the things that were wrong in the first place. They had the truck and backed it into a fence and when I brought it up they said oh ya we will buff that out but I never agreed to fix the tail light so pretty much tough is what happened. I witnessed them backing into the fence and when they were looking at it they said just say it was like that already and I have a witness to cerebrate that. The window that they said they would replace was never replaced as well. After I had sent the email saying that we had resolved it they told me that they had shown paper work stating that my trade in was valued at 15000 less then agreed which if that would have been case I never would have gone through with the process. If possible I would like someone to mediate the return of the truck as twice I’ve been lied to and the hassle that has come in regards to this is just to much. They lie and cheat and don’t appreciate the customer as long as they can make money off us they don’t care and don’t live up to anything. 

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

  Business Response

  Date: 24/07/2023

  Hi as we cannot please everyone this case was closed as we agreed on everything and we fixed the windshield and still offered more help after that to offer fixing the buffing off the scratches , we cant do anything more on this case as its being treated unfairly now , we are a buisness and we did as much as we could , we cant please every client we also compensated him and rebated him back 300.00 ,

  Customer Answer

  Date: 24/07/2023

  
  Complaint: 20244673
  
  I am rejecting this response because: They didn’t fix window as chip’s are still there and the agreement was that the window be replaced not patched up and sent away. They did compensate the 300 for the promotion which is the only part of the agreement that was upheld. The truck was backed in to a fence and they said to the guy just say it was already like that and didn’t happen. After I settled the claim they said I’m not fixing all of what I pointed out because it’s a used vehicle and that the tail light cover and the other issues weren’t they’re responsibility. I feel like they are being the unfair ones. 
  
  Sincerely,
  
  *********** **********

  Customer Answer

  Date: 24/07/2023

  
  
   
  Complaint: 20244673
  
  I am rejecting this response because: They didn’t fix window as chip’s are still there and the agreement was that the window be replaced not patched up and sent away. They did compensate the 300 for the promotion which is the only part of the agreement that was upheld. The truck was backed in to a fence and they said to the guy just say it was already like that and didn’t happen. After I settled the claim they said I’m not fixing all of what I pointed out because it’s a used vehicle and that the tail light cover and the other issues weren’t they’re responsibility. I feel like they are being the unfair ones. 
  
  Sincerely,
  
  *********** **********

  Business Response

  Date: 24/07/2023

  Hi we installed a brand new windshield , it was done at **** ***** ********* , your welcome to call them to confrim with the vin number ,  I cant do anymore with this case only offer to help with buffing the scratches out , 
  
  as we can please every client i apologize , 
  
  We wish you well if you want to book your unit in for buffing please call us anytime !
  
  we will honour that and be happy to help that !
  
  Thank you ,

  Customer Answer

  Date: 24/07/2023

  
  Complaint: 20244673
  
  I am rejecting this response because: 

  If they replaced it and gave a brand new windshield then it wouldn’t have the exact same chips in it. They did not replace it!! 
  
  Sincerely,
  
  *********** **********