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:29/08/2023

  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.

  **** ****** 2015 - Initial Selling price $12,200 - Financing cost :$32,146.92,
  
  I purchased the captioned vehicle from Goodfellows Auto (GFA) at an ultimate financing cost of a very excessive $32,146.92, considering the age and condition of the vehicle, I took delivery on January 21, 2023.
  
  I had relentlessly expressed to sales rep Damun B.(Damon) my need for a very reliable vehicle, one that had no pending recalls or major repairs.
  However, when I picked up the vehicle I found the weatherstripping/seal pulling off the door and rust at the bottom of front doors.
  I also discovered that a previous owner had had pets in the car which GFA dealership had left
  the pet hair in the car, triggering my allergic reaction. I had to get the car interior
  professionally cleaned at a cost to her of $135.54, **** ********.
  
  It was also found that the trunk handle was broken but undisclosed to me, , the cupholder was filthy and now the rear driver’s side door is separating, the interior door skin peeling away from the door frame/interior, exposing the latter. (*** *****)
  
  I discovered that the door was a replacement and had been repainted, indicating that the
  car had been in an unreported accident.
  This should have been discovered at the safety standards certifying inspection stage. In any case, it was not disclosed to me.
  ***** repair mechanic quoted $873.60 to replace the door and trunk handle. The "still" broken door is unsafe because in an emergency the left side rear passenger would be unable to open the door to get out.
  note: For the door in question, please reference photo for paint measurement of 16.88 mill (paint industry standard is 4-6 Mil)
  My lawyers letter and phone call to General Manager Mr. Abbas.A. was ignored.
  For this unfit vehicle I am requesting to rescind this contract and the financing agreement due to non disclosure.
  I am trusting for an amicable and speedy closure to avoid further escalation
  ****** *** *** ********** **********  

  

  Business Response

  Date: 14/11/2023

  Hi
  Let me address each and every complaint.
  With regards to the price, price of the vehicle is correct $12200, after purchasing warranty, safety and finance charges subtotal before taxes was $15848.Anything beyond this point is taxes, lender fees and interest. 
  As we have mentioned multiple times to Ms. **** the interest is only charged as long as she is using financing, it is an open loan as soon as you pay it off you will not pay interest.
  The interest rate is calculated by the lender and your credit situation and will not make a difference to us what rate you get although we try our best to get the best rate it as much as we can according to the credit situation.
  The rust on the inside of doors were pointed to us before you picked up the vehicle and you were given the option of sending it to body shop to have it fixed which it would have cost you extra or we could have done in-house with touch up and regular white spray paint at no cost however the work would not be the same standard. You chose to have the free service, you came back one more time to spray again and we also gave you complimentary undercoating.
  We also gave you a free quick clean up and we noticed that you carry a lot of personal or maybe work-related belongings in the back seat. 
  The inside trim came out after 5 months of you using the vehicle which we also asked you to bring the vehicle to check. If it is an easy installation we do not charge our customers, however if it needs a part, the customer should pay,
  With regards to your lawyer I did speak with him , he was very **** and demanding  the impossible (to pay you all the money including the interest that you haven't paid yet) without even letting me speak and he hung up on me and said you in court.
  We have tried our best to accommodate Ms. **** in every way we could, she had a left a good review for us the next month after purchase, which could show none of the issues were existing and it happened after purchase. Even on a brand new car if you break a handle you won't get a free replacement, you have to even pay for labour, however we normally do not charge our customers labour.
  We would have reached out to Ms. **** to rectify the situation however since she had a lawyer involved we were advised not to approach her directly.
  We are still willing to help her with her vehicle issues at much lower costs than her estimates, if she needs our help.

  Thanks 
  Abbas A.

  Customer Answer

  Date: 17/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This reply is untrue, the total cost of borrowing was not disclosed to me and still the vendor refused to give me documents. The vehicle was not reliable nor was the price disclosed to me. 
  The vehicle completely fell apart within 5 months. They failed to notify me that the interior had not been cleaned of pet hairs, in addition to the vehicle being completely filthy, the vehicle was unsafe and should not have passed the safety.  doors and part of the trunk had to be replaced , they did not disclose that the vehicle had major repairs done. Their customer service guarantee was a joke, they never responded to my complaint.
  I had removed my good review and I am not obligated to provide a pleasing demeanor to anyone particularly a salesperson who has ****** ** ***. 
  I'm not giving my vehicle back to them to repair, they would probably make it worse.
  I am not satisfied and  this matter is not closed in my opinion.
  
  
  
  Sincerely,
  
  
  
  **** **********