Complaints

This profile includes complaints for Car Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Car Solutions

  PO Box 450425 Atlanta, GA 31145-0425

  
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  Car Solutions

  2310 Parklake Dr NE Ste 365 Atlanta, GA 30345-2904

  

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:02/07/2025

  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 purchased my 2014 ******* Elantra SE through ********************** and I got an Extended Warranty through them that they promote which is Car Solutions. On January 12th while I was driving out of a Quicktrip parking lot my car completely stopped working, the engine; battery, and oil lights all came up and my brake pedal would not push down at all and my gas pedal wouldn't give gas. I've taken it to the Autonation of ******* Mall of ******* and its been sitting in the shop since January 14th. The dealership has come to the conclusion that the engine is knocking and the engine needs replacement as the head mechanic found a lot of problems with the engine. The extended warranty company is trying to find the point of failure of the engine which makes sense but at the same time doesn't as it is clear as day that the engine needs replacement according to the dealership. I have spoken back and forth between the dealership and the warranty company and from how I see it they are trying to deny my claim of replacing my engine because its expensive. The dealership has been really transparent with my car issue and the warranty company has definitely not been transparent as the adjuster who I've had to deal with does not know how an engine works as he is wanting to tear down the top of the engine when the knocking and problem with the engine is coming from the bottom of the engine. My main issue is that the warranty company is not going to replace anything or do anything about my claim until they find the point of failure but that is going to cost more money out of my pocket to replace this engine when the dealership already knows the issue. The adjuster is ignorant to seeing the issue and is wanting every key detail before they do anything and I do not have the finances or money to spend on this. The warranty company has definitely been below par and is giving me the run around of doing the least to get my issue resolved and are not being reasonable at all in my situation.

  

  Business Response

  Date: 02/18/2025

  As the local agent for the insurance company, we have reviewed this claim and contacted the customer. Our customer service department has become involved to make sure any issues are resolved. Prior to us becoming aware of this issue, the customer was dealing directly with an adjuster who normally works with the mechanics at the repair shops. We have explained to the customer that our adjusters are all very experienced and are familiar with the inner workings of all components of the vehicles they inspect but our customer service staff are the best contact for contract holders. We have further explained the request for the removal of the valve cover on the top of the engine was the quickest and easiest way to assess the general condition of the engine in regard to maintenance and the presence or absence of sludge. While the problem in this case is in the lower portion of the engine, the request to look at the top makes sense in the context of checking for maintenance. The customer seemed to understand this after our explanation. Further, the inspection is just good due diligence and not the "run around" in making sure the repair shop has diagnosed the problem correctly. We have apologized for any misunderstanding and moved the claim forward and additionally added some good-will money beyond the limits of the contract as a token of our concern for any inconvenience caused by this misunderstanding. The engine is in the process of being replaced and we are keeping the customer informed each step of the way through our local customer service staff. We have emphasized to the customer to always contact us first so we can be aware of any issues and intercede with the adjustors on the customer's behalf.