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:21/05/2025

  Type:Customer Service 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.

  Sold me a LEMON.GOT THIS 2019 **** ECO SPORT IN JANUARY 2025 AND AS OF TODAY THE MOTOR IS GONE !A $40,000 CAR SHOULD LAST LONGER THEN 4 FRIGN MONTHS

  Business Response

  Date: 22/05/2025

  Good day, the vehicle the client is referring to has an open recall (Recall #: 23S64). He has taken it to **** and confirmed this is in fact the issue with the vehicle. This is an unfortunate situation but the vehicle is certainly not a lemon and is being fixed without any expense to the customer.

  Thank you

  If you have any more questions please let us know.

• Initial Complaint

  Date:18/12/2024

  Type:Product 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.

  I purchased a 2021 **** Escape from this company on November 14, 2024. Shortly after, I began experiencing issues such as warning lights and a malfunctioning key fob. I contacted the company to report these concerns, and they offered to inspect the vehicle.
  
  The next morning, I discovered severe damage: the door post had been chewed, and the underside of the back seat was also damaged. Upon further inspection by my mechanic, we identified a rodent infestation—a rat's nest was found under the back seat. My mechanic believes a mother rat built the nest and stayed with her young for 2–3 weeks, which aligns with when the more extensive damage started to appear as the rats became mobile.
  
  While I do not claim the dealership was aware of this pre-existing issue, when I brought it to their attention, they refused to assist. They attributed the problem to my residence in a rural area. This occurred just 32 days after making a significant purchase with their company.

  Business Response

  Date: 20/12/2024

  Following thorough investigation and several visits to various mechanics, including the one who services the complainant's vehicle, no reports have been received from any of these professionals indicating the presence of a rodent or rodents.
  
  The attachments will indicate that there were no indications of rodent damage or activity reported by the original seller, as well as in the detailer's report, where the vehicle underwent a thorough inspection and meticulous cleaning. This information can be evidenced by the images included in the attachments.
  
  From the images of the communications with the complainant, it was made clear that the appropriate way to address their situation is through insurance. It is noted that they are requesting payment for their deductible, which our organization is not willing to cover. It is simply not feasible for a rodent or rodents to have been dormant in the vehicle during the time it remained on our lot, from October 4, 2024, until the purchase date of November 13, 2024. Additionally, it is important to highlight that the complainant did not raise this issue until 33 days post-delivery—this exceeds our 30-day guarantee. Furthermore, our staff have been more than amenable throughout their experience, communicating regularly as they required various items for their new purchase (this can be seen throughout the communications), until the complainant expressed dissatisfaction with our response to this latest concern, leading their friends to post unfavourable reviews on Google, which have also been attached.
  
  Although we can appreciate this is a frustrating issue and the complainant may feel we are responsible, we simply are not, we did not supply them with a faulty product or with a rodent infestation, as initially presented. Nor are we able to control the required process to mitigate their issue through insurance. We are discouraged that because the complainant was unsuccessful in their attempt at financial gain through this claim, they took it further to defame the character of our business further by promoting disinformation through google reviews. 
  
  

  Customer Answer

  Date: 23/12/2024

   I am rejecting this response because:
  
  
  Let me be clear about the timeline of events. On November 19th, 2024, I requested my warranty and the second key fob, which was never provided. As a customer, I should not have to repeatedly follow up, especially while managing a busy work schedule. When a contract is signed, it is the company’s responsibility to provide all necessary documentation, and you failed to do so.
  
  Additionally, when I visited to pick up the tires, I requested the missing key fob again. K**** explained it was not located and stated that "we usually throw them out." This contradicts the tag that indicates two key fobs should be provided, and it was my first indication that your company may not be professional, nor do you stand behind your products or care for your customers.
  
  On December 16th, I contacted K**** again after experiencing issues with the hood and key fob. The hood was difficult to close while I was trying to add washer fluid, which caused significant delays during my travels. I also replaced the key fob battery, only to find out that it wasn’t the issue. K**** mentioned the vehicle would need to be brought in for service, but it is not feasible to do so given that your service hours overlap with my work hours. This felt like a quick sale but little follow-through when costs are involved for your company.
  
  The following morning, I discovered chew marks under the back seat, which led us to remove the seat and find a rodent nest. I never stated that your company was aware of this issue from the start, nor do I believe it was deliberately hidden, but once aware, it was an opportunity for your company to do better for its customers.
  
  P*** has been difficult to engage with on this matter. When he did call me, he stated that all correspondence needed to be via email, which I have complied with. I have sent several emails, including a request for documentation regarding the removal of the back seat, yet I have received no response.
  
  As a result of these ongoing issues and the lack of adequate resolution, I am requesting a refund for the warranty, as I no longer wish to trust your company with my vehicle. I also request a refund for the deductible paid, as this should not have been an issue within the first month of ownership.
  
  I have reported my experience to the lender and included multiple other complaints from customers with similar concerns. Regarding the ****** reviews, I reserve my ***** right to share my experiences. I have posted honest feedback, including supporting images. However, as of today, I have filed a complaint regarding fraudulent reviews. It is evident that reviews from locations like New Zealand are questionable, and I am requesting proof of purchases from those customers who posted reviews.
  
  I expect prompt resolution of these matters.
  

  Business Response

  Date: 03/01/2025

  The Customer signed electronically on Nov 7th and received the warranty and all applicable documents at that time via email – a copy of this has been provided. 
  Our sales rep spoke to the customer in person on Nov 19 and made them aware that there was no second key and should we acquire one they would be contacted – to date a second fob has not been received from the original owner of the vehicle. And at no time would anyone state “we usually throw them out” as this is not what we do, this statement is unfounded and simply untrue. It is also indicative of the customers willingness to create and spread disinformation. We pride ourselves on being a reputable small business but refuse to be conned by scam artists and defamers; to state we do not stand behind our products considering the happenings here is a ludicrous statement made by a scorned customer wishing to scam a small local business for funds they are not required to pay, at any cost. Furthermore, her desire to slander our organization’s name has gone far beyond any tactful engagement and is becoming borderline harassing. Should this fiasco continue, we will seek ***** ****** on the best way to move forward as we will not be bullied by a customer who is basing their argument on non-factual information, this can be proven by her changing stories, timeline and the fact that she is now having our google reviews investigated as fraudulent – clearly this customer has nothing better to do than try to scam local businesses.
  
  The customer has rejected the response based on the same information provided for the initial claim – to which we have responded with factual documentation and timelines. We cannot continue to coddle this customers desire to obtain something they are not entitled to. 
  
  If the customer wishes to purchase a second fob she may do so at her convenience. She may also print or view a copy of her warranty from her email which she received on November 7th, and to obtain any information on a refund for the warranty she will need to speak directly to the warranty company, their contact information is on the agreement in the email as well.  
  
  

  Customer Answer

  Date: 06/01/2025

   I am rejecting this response because:

  I kindly request that you pull the security footage from the time when K**** and I discussed the key. During this conversation, K**** went out back, checked his desk, and discussed the situation. Additionally, the key fob they provided me clearly states "1/2." If they did not have two, why would this be indicated on the fob? You will hear K**** clearly state that they mostly throw them out, which is an issue on your part, not mine. I am not fabricating anything—there is no reason for me to do so.
  I strongly suggest you **** ***** *******, as I am also doing. My ******* ***** has advised that, since the vehicle is written off, we need to proceed **** ***** ******* and that is exactly what I intend to do. I recommend you look up the definition of "bullying" because I am simply exercising my rights as a consumer. It is surprising to me that others have not taken similar action, but I will not back down. I am fully aware of my rights and will enforce them.
  For your reference, I have attached the correspondence with K**** as well as the text message to P***, which was left unanswered. A reputable company that values repeat customers would not act in such a manner, nor would they ignore their customers. Throughout all communications, I was never rude, and I have kept all emails for potential ***** ********* I also have a quote from P** *********, and my insurance is still investigating the next steps, as another rodent nest was found in the headliner.
  At no point did I claim that you knew about the rodent nest when the vehicle was sold. Let’s also discuss the situation regarding the electronic signing for an automobile that was not ready, needing to be taken to the shop due to a noise. Why did I sign for it if it was not ready? I acknowledge this was my mistake, and I own up to it. However, I did not expect the car to be delivered to me a week later, on November 15th, and without the winter tires, which I had to pick up on November 19th.
  If this issue is not resolved or a resolution is not presented promptly, I will proceed **** ***** ******* I am not interested in engaging in childish back-and-forths. I want a resolution, and I will not stop until I get one.
  Thank you for your attention to this matter.
  
  
  

  
  

• Initial Complaint

  Date:27/03/2024

  Type:Customer Service 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.

  They pulled my credit without authorization. After doing so I said well since you already pulled my credit what kind of deal can I get?
  He came back to me with a few different vehicles and payment options that I wasn’t interested in. Fast forward a couple days and I get a message from borrowell saying there’s 3 new credit inquiries on my report. So turns out they pulled my credit a second time without authorization and also got 2 other banks to pull my credit. So now b I have 4 unauthorized credit checks on my report. I called and spoke to the manager about this and he was extremely rude and condescending and no help at all

  Business Response

  Date: 03/04/2024

  Please see attached document outlining the timeline and conversation with the complainant. As you can see the complainant completed an application for a credit check to purchase a vehicle. Throughout the entire process the complainant was more than willing to provide personal information, including paystubs to complete this process. It was not until the vehicle desired was not within range that the complainant decided their credit was pulled without authorization. 
  
  As per every customer we require all individuals to complete an application in order to ensure they provide the necessary information for our organization to provide the best possible options for them to make a purchase. At no point do we submit applications for credit checks without the knowledge of the customer. 
  When this information is submitted, it is often submitted to multiple institutions to ensure the best scenario for the client can be achieved. Hence why there are numerous institutions listed. This is normal practice within the industry to obtain the best rates and financial position. 
  
  The complainant also indicated that the Manager was rude and condescending – there is no communication to corroborate this claim and our organization maintains that our staff are tactful and diplomatic in all communications with customers. It is possible that the complainant felt they were not treated appropriately because they were not being given the answer they wished. 
  
  It should also be noted that the complainant appears to have multiple profiles in the credit bureau – which could constitute the number of credit checks completed, it has happened in the past that customers who have multiple profiles can sometimes be pulled multiple times, this could be a variance in the spelling of their name, aliases or other information that is off slightly. Unfortunately, our organization is not able to rectify this issue, the client would need to determine whether this is something that is causing their issue. 

• Initial Complaint

  Date:12/11/2023

  Type:Customer Service 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.

  They sold me a car for $12000 that couldn’t get an MVI. Rust issues. Car value = $0. They will not take it back or replace or reimburse me

  Business Response

  Date: 16/11/2023

  At the time of transaction the consumer sought out our business looking to downgrade their vehicle. They were looking for a vehicle that was of lesser value with no payments.
  The consumer was adamant they required a certain make. Upon finding a vehicle to suit the customer requirements it was communicated with the consumer the year and model of the vehicle, they were aware before it was purchased by our business for them, what was being purchased for them to buy. As well as, the fact that our business would not be inspecting the vehicle, it would never been seen by a technician - this was also reiterated at the time of purchase, the contract clearly states it was sold as is.
  The new vehicle was delivered to the consumer and their vehicle was brought back to our location. The consumer also received a payment for the remaining value of the vehicle they wanted to be rid of in the amount of $12,000.00. 
  A few days after delivery, the consumer made a trip to our business with another individual, at the time it was communicated again, they bought an as is item. 
  Our sales rep did ask how this situation could be rectified, and it was our understanding that this consumer was willing to work together to trade into a different vehicle if we were able to find one that would work. The individual who accompanied our consumer was not so easy to get along with and required to be calmed down on multiple occasions by the consumer. 
  We are not able to ‘refund’ the consumer for an as is purchase, we do see they’ve indicated there is another solution that may require further explanation that we are interested in obtaining more information about in order to move forward.