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:06/21/2024

  Type:Service or Repair 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.

  07SEP2023 I purchased a 2013 Jeep Grand Cherokee along with a *** warranty from Cool Rides Colorado. The following day the engine failed while halfway to ***********, ** from Colorado Springs. The following Monday I took the jeep to get looked at and turns out it needs 11k in repairs. Repairs consist of a new engine and radiator. When I told the manager at Cool Rides what happened, He said that there was nothing he could do and that the *** warranty will have to take care of it. The warranty company sent an adjuster to verify the work needed and the decision was made to deny my claim due to pre-existing condition. The warranty company is saying I was sold a broken car. Then the warranty company told me that my claim could possibly be paid for under goodwill, but they would have to speak to the dealership. After *** warranty spoke to the dealership It was then decided again that my claim is denied. I called the dealership and the manager said there was nothing he could do. I bought this vehicle because it was going to cut my car expenses from 700 to 400 a month. But now that Im paying for two vehicles (car payment/insurance) at 1200 a month. This was supposed to be a weight off my shoulders and its just a further burden. Ive been struggling financially so I activated myself in the **** to deploy and earn tax free money to save up to fix this jeep so I can sell my other car. Ive just returned from deployment, and *** just had enough. This has been the roughest car purchase I've ever had. I saw the car fax, no major issues. I checked for leaks in the engine bay, no signs of leaks. I took it to highway speeds on the test drive, no issues. The manager and saleswoman said it was a solid vehicle. There was no indication itd break the next day when I bought it. Ive always heard stories like this, But I never thought itd happen to me. Its crazy to me that theyd do this to a service member in a military town. I desperately need help resolving this issue, please.

  

  Business Response

  Date: 06/26/2024

  In regards to *************** and his complaint against us the vehicle was sold as is.  Vehicle was in good mechanical condition with 150k miles.  His complaint sounds like it should be with the warranty company NVP Warranties.

  We have attached the sale documents (as is form and vehicle disclosure) if customer needs help with trying to get a refund from warranty company we will do our best to help him.  Again vehicle was in sound mechanical condition when we had it, he did check out the vehicle which we encourage before every sale and it obviously was in good condition or he wouldn't have made the purchase in the 1st place.  We don't have any control of when a vehicle ends up having a mechanical failure and we are not the warranty company or manufacture of the vehicle.  The are all sold as is.

  Brian 

  Cool Rides

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21883369
  
  I am rejecting this response because: I would absolutely understand this response if the vehicle had these issues a few months after purchase. But it broke down the very next day. I sold used cars 2015-2018 and I remember situations such as this and it was handled immediately as a repair, refund, or exchange. I totally understand its easy to use the "As is" statement as a shield and not holding your business acountable. Is it legally OK? Yes. Is it morally ok? No I don't think so. This dealership has had multiple complaints of similar situations. Situations such as this continue to give used car dealers a bad name and the mindset of "you signed the As is statement it's not our problem" is the wrong way to go about things. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/28/2024

   

  The owner and salesperson at the time of the sale, which was on September 7, 2023, are no longer associated with the company.  I can only go with the documents from the purchase.  Reading the complaint sounds like the customer stated he inspected the vehicle and checked everything out including zero leaks.  The paperwork *************** signed clearly stated that the vehicle was being sold "AS IS"nothing else owed or promised and the customer signed stating he understood that no after-sale repairs would be made by the dealer.  The customer states that he sold cars for 3 years so he should be knowledgeable enough to know any vehicle can have a mechanical breakdown or failure at any given time.  We have signs always posted within our dealership stating that customers should thoroughly check out the vehicle and/or have the vehicle inspected by their own mechanics prior to purchase because they are used vehicles sold "AS IS".  We are not a warranty company and make it very clear that we do not warranty the vehicles we sell.  

• Initial Complaint

  Date:01/16/2024

  Type:Service or Repair 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 bought a 2013 **** F150 from Cool rides just after Thanksgiving 2023. They took it in and had it inspected so it was sale worthy. After putting on new rims and tires I found out it needed new shocks, and struts, so I took it to my mechanic who informed me that it also needed a new head gasket, control bars, master break cylinder, and a heater core. These are all major problems that their mechanic should have caught. So either they sold me a truck with a lot of problems and didnt bother telling me, or the mechanic they use is incompetent.

  

  Business Response

  Date: 01/19/2024

  ************** did purchase 2013 F150 with 150k miles on November 25th.  The sale was clearly identified as-is with nothing owed or promised.  We did send it out to an independent mechanic shop for repairs.  EW Performance recommended brake pads front and rear, brake vacuum pump and a oil change which we did.  We encourage all customers regardless of what work we have done by mechanic shops to get a pre purchase inspection by their own mechanic.  In this case customer signed off that he did in fact test drive vehicle prior to purchase and inspected it himself.  ************** also acknowledged and signed off that he understood the sale was as-is and no after sale repairs would be paid by dealer.  With ************** having the vehicle for nearly 2 months taking the vehicle to a different mechanic shop than we used, we have no idea what may or may not have been preexisting or after the fact.  Bottom line is he knew vehicle is used 11-year-old with 150k miles sold as is with no after sale repairs paid by dealer that he checked out himself before he purchased.  
  

• Initial Complaint

  Date:05/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Please look at all his past reviews he does this to people all the time in my case this is considered fraud. I am requesting my money back nothing more. This dealer *********************** sold me a vehicle that kept breaking down a day after day with extensive mechanic issues. Brought it back to his mechanic the following week to be looked at HE STATES NOTHING WAS WRONG COULDNT FIND ANY ISSUES THIS IS A LIE Sent this letter asking for my money back as its not road safe and he refuses to return my money in the amount of ********* .The vehicle has been returned on date of 4.19.23 I received no response. I had a friend call cool rides on 05.04.2023 my friends says he says he is not willing to give me my money back". He said he would get you cost on all repairs of which he is trying to make me pay. Of which is total of ******* so I already have the total cost of repairs from Brake plus when I got the safety check paid over ****** to have done. He says "he is waiting for me to come and pick up the truck. And im reasonable for all the repairs, me making me pay for all repairs. I do not have the funds to repair this truck he sold me. This truck is an unsafe vehicle that broke down in the middle of traffic on Mesa road on April 3, 2023 (Tires ******************* ) was right there they helped to reset the shifter switch as it would not go into drive and it kept doing this breaking down, code came check engine Code :P0456 Evap they found chunks of particles in the coolant even worse you cant drive this truck it because its burning and leaking oil everywhere and the smell through vents of this makes you sick from the smell of oil and coolant burning. The switch shifter always locks into park and wont drive. This vehicle is unsafe and has extensive problems and should have not been sold in this condition. ***** the owner and his mechanic told me there was no issues with this truck and when it had it looked at by Brakes plus in Colorado Springs I was told otherwise ( because they ignored me every day for two weeks) and you cant drive it. It was recommended to "tow it" not drive it because it unsafe.I just want my money back this dealer *********************** HE LIED and his truck he sold me should go to the junk yard because "its junk" he sold me. Its unsafe for us my child and my animals to be towed in. He didnt care about our safety he only cared about getting my money.When inspected by Brakes plus Notes on this truck. The check engine light kept coming on when I had it briefly looked at on Tires ******************* on 4.11.23 Code :P0456 **** told me a lot of chunky stuff in coolant. Had a complete check 4.19.23 bad fuel pump Struts and shocks are leaking ,lower ball joint loose, right front axle boot completely torn and slinging grease, bad axle shaft, bad rear shocks needs a complete strut assembly , reflex truck shocks, thrust angle alignment, fuel injection kit, fuel induction service, OEM oil cooler, evap leak detection pump when inspected also ********** leaking adapter Valve covers are leaking ,head gasket is seeping oil ,there was a large amount of oil on the ground "a puddle of it "where the truck was parked in my driveway ( pretty much pouring out) chunky stuff debris in the coolant back up camera doesnt work, settings on door locks are faulty my son can open the door on highway. The shifter locks when at lights leaving us stuck in the road on April 3, 2023 and other times.I would have had it checked before I bought but I think he lied and said, someone was coming to buy this truck and " he said to me its whoever gets me the cash first ,so I was rushed into the sale" ***** assured me there were no problems with this truck and his mechanic.. They knew what they sold me was unsafe and this truck is un-drivable it should have never been driven off the lot in this bad condition. Also the Steering /suspension you cannot drive over 60 on highway. This truck almost tipped over to the right when hauling our horse trailer. On 04.15.2023 --------------------------------------------------------------------------------------------------------------------Letter I wrote to this dealer and I hand delivered the safety check on this truck 04/19/23 and gave him his truck back and its still there as it cannot be driven.***************************** ***** ********* Pt. *********** 80817 774-502-7139 4/19/2023 Cool Rides of Colorado Springs 211 W Motorway Colorado Springs, ** ***** ************ Dear Cool Rides: *********************** I believe that the vehicle 2015 Ram Pick **** VIN# ( *****************) is a lemon under Colorados lemon law. I am hereby making a written demand for a FULL REFUND in the amount of ********* because the vehicle does not conform to being road safe and has extensive defects. Im aware there is AS IS NO DEALER WARRANTY. Regardless of this is wrong / deceptive and unfair to sell a vehicle in this unsafe condition with this many problems I confided in your dealer ship and trusted you would not sell me a lemon and you did. I purchased a 2015 Ram Pick **** VIN# ***************** on March 31, 2023 from Cool Rides in Colorado Springs. Since buying the vehicle, I have had to return it to the mechanic on April 6th he states there are no mechanical issues with the truck , I tried to bring it back to your mechanic and he declined for two weeks to ever respond to any of my calls to bring it back in to be checked due to check engine light coming on continually, the electrical shifter seized the vehicle so it would not come out of park , the smell of oil burning through the vents with anti freeze smell and the front end. You put me and my son at risk when I went to get our horse trailer as you sold me this truck with a torn front CV Axle the left side front leaned when towing and felt like it was going tip over on the left while towing. This is very noticeable and mechanic or you just miss this, I even can see it clear as day after it was shown to me from mechanic. This vehicle has been in April 19, 2023on the following dates for repair of the following defects: and vehicle was returned on this date of April ******* 2023 April 19 Brakes Plus did a safety check that paid ****** there diagnostics and total for parts and labor to repair to bring this vehicle safe for the road a total of ******* this doesnt even include the problems with the electrical the shifter dial that randomly will not come out of park and will not drive. Continually has to be reset to get into drive. In addition the ** is hot and you sold me this truck with a broken back up camera and the radio doesnt work properly. The door locks safety does not lock or work in settings when in drive faulty settings system my son can open door in drive. Following problems with this vehicle:1. Struts and shocks leaking 2. Lower ball joint loose 3. Right front axle boots are leaking and are completely torn and slinging grease 4. ********** filter adapter /oil cooler leaking 5. Valve covers are leaking 6. Head gaskets is seeping oil 7. Check oil light is on due to faulty (fuel pump and evap detection issues) (Please see more completed list of issues of this vehicle by Brakes Plus auto service for complete services listed for repair there are over 11 plus major issues found)You also didnt disclose the rest of the vehicle history report the last reported Odometer reading was at ******* you sold the vehicle at ******* miles.I am demanding a full refund in the amount of ********* I do not want an exchange of a vehicle/ repaired or any future dealings with Cool Rides I just want my money back. If not I will report to Attorney general, (in your reviews its repetitive your unfair acts) consumer affairs, BBB and another bad review if this fails I will consult with an attorney.Please return my money. Thank you,Sincerely,*****************************

  

  Business Response

  Date: 05/07/2023

  Our immediate response is to refund **************** $14,415.89.  **************** paid $15,753.89 on 3/31/23 with ******* miles on the vehicle at the time of delivery.  **************** had the vehicle for 20 days and put 696 miles on the vehicle.  The refund amount is the original purchase price less $50 per day for driving the vehicle and .50 per mile.  If not acceptable our full response will be forthcoming. 

  Customer Answer

  Date: 05/08/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair 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.

  False and deceptive business practices. Selling a vehicle that is unsafe to drive. Selling a warranty on a vehicle when they knew it had major mechanical issues and unsafe to drive (voids warrenty). On December 29, 2021. I purchased a vehicle from Cool Rides if Colorado. I purchased an extended warranty. I was told the vehicle had never been in an accident and it was in "great" condition by ***********************. ***************************** (******) was there as well. I test drove the vehicle (and several other vehicles in my price range) and it seemed in good condition. Shortly (In January 2022) after, I noticed it had been in several "accidents"- front and back. I brought this to *************************** attention and had him give me photos from the dealer. I showed him the damage (bumper damage and after market grill replacement) He stated: "Carfax only shows if it has been in an accident with other vehicles" and accused me of "jumping to conclusions", even though it was clear that the vehicle had been in several collisions (per Carfax repairs and photos) and he was well aware of the mechanical issues. He refused to resolve the issue. No. No. No was all I received to my resolutions. ******* was present and said I should speak with the owner *********************** but "he was out of town at auction". ***** never returned my calls.At three thousand miles the vehicle began to drive differently. At ***** the vehicle broke down and left me stranded. After repairs, the vehicle is not safe to drive on public roads and almost caused several accidents.I spoke with ******* again in mid December. She said she would let ***** know and look into potential "title issues" I was concerned with. She stated: "he is out of town at auction" and would get back in touch with me. I called ***** directly and left several messages. No further contact from the dealer to resolve the issues.

  

  Business Response

  Date: 01/05/2023

  Tell us why here...**********************;purchased a **** Dodge Ram **** on 12/29/2021 with 243,559 miles on the vehicle at the time of purchase.  Mr. **** test drove the vehicle and signed the attached paperwork at the time of sale.  Mr. **** was fully aware that the vehicle being purchased was sold as is as noted by the signed vehicle disclosure and liability release and federal buyers guide.  Mr. **** also acknowledged that he had the right to have the vehicle inspected by an independent mechanic prior to purchase, again as noted in the vehicle disclosure and liability release.  Mr. **** did purchase an extended warranty which expired on 12/29/2022.  It is our understanding from the warranty company Mr. **** did not make any claims on the warranty for mechanical vehicle repairs within the warranty period.  Also, attached you will find the title # ********* which proves Mr. **** has secured the vehicle title in his name and registered the vehicle.   
  
  
  ************

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18658101
  
  I am rejecting this response because:

  
  

  I purchased the vehicle based on Carfax report and verbal from dealer that "it was never in an accident". The dealer does not respond to the fact that I tried to resolve the issues and clearly the vehicle had been in several collisions. The dealer failed to resolve the issue after several attempts.

  
  

  This is false and misleading business practices and fraud. I purchased the vehicle based on misleading statements. I personally inspected the vehicle. It was brought to their attention prior to title transfer. The dealer never attempted to resolve the issue. The dealer was aware of unsafe mechanical and should never have been put the vehicle on the road.

  
  

  The warranty did not cover the initial repairs. The warranty is null and void because the dealership was aware of the mechanical defects prior to the sale (page two of warranty). The release of liability is null and void as the dealer was made aware and was aware of defects and collisions prior to sale. The release of liability does not release the dealer from fraud and misrepresentation.

  
  

  Statements from ***************: " ***** will contact you" -January 2022 and "if you just want to wait to file complaints until next week, ***** will contact you to resolve " are fraudulent and misleading statements as well.

  
  

  Cool Rides of Colorado NEVER intended on resolving the issues from the beginning, using the "as is" release as an excuse to cover up fraudulent and misleading business practices. "As is" does not release the dealer from Fraud.

  
  

  BBB. Thank you for your time.

  
  

  Cool Rides of Colorado Springs: thank you for your unprofessional business practices. Your misrepresentation of the truth and you sold me a vehicle that put my life in jeopardy. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 01/10/2023

  Please see response and documentation attached.