Complaints

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

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  Real Value Auto

  225 S 35th St Council Bluffs, IA 51501-3290

• 

  Real Value Auto

  400 N 16th St Council Bluffs, IA 51501-2534

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:01/12/2025

  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 a car July 7th and after purchasing this car I always had issues with the check engine light catalytic converters needing to be replaced and my car was pulling a lot to the left when I told them about this they replaced motor mounts ball joints and after replacing those they still couldn’t figure out the issue they told me to take it to Infiniti of Omaha where they diagnosed the problem it was the control arms Real value told me they looked fine after I told them to replace them finally. Real value was able to fix it. I took my car back in December to get a head light fixed they told me to order a head light ballast which I did and it costed $170 when I took it for them to replace it that wasn’t the problem it was actually a fuse that was only $10 while it was at they’re shop and in they’re hands it got side swiped on they’re property on December 9th and multiple things got broken including my taillight and front camera that is no longer working now they are telling me they needed need to pay for the body repairs to get done and they could have made me pay for it and they gave have charged me $1800 in repairs that I did not know about and they don’t know what’s wrong with my taillight since they made me purchase a $140 new taillight and that’s not the problem. I would just like to take this car back and be done with it

  Business Response

  Date: 01/14/2025

  There was nothing on this customers "we owe" (legal document in the State of Iowa). The customer did pay for one control arm and was going to have to pay for taillight, which we ordered and she did has not reimbursed us for. All of the other parts we paid for as a goodwill adjustment (legal document in the State of Iowa), along with the diagnostic at the dealership. The customer has a 100% labor warranty so she did not have to pay for any labor either. Regarding the scrape on the rear passenger door, all customers sign an agreement that we are not responsible for their vehicle while at our facility for repairs, with that being said it happened in our driveway so we paid for the damage even though we were not required to do so. The taillight in question was blowing fuses, so simply replacing the fuse was only a short/temporary fix, again there was a reason the fuse was blowing. In closing, the customer has returned the vehicle and stated to the entire office full of people that she simply could not afford the payment. The idea that Real Value Auto has not tried to make the customer happy in every way possible is simply not the case. No additional concessions will be given to this customer going forward, nor will there be in additional responses to the complaint on behalf of Real Value Auto. BBB, thank you in advance for your time and consideration.

• Initial Complaint

  Date:12/21/2024

  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.

  I have worked with the Buy Here, Pay Here Car Lot, Real Value Auto owned by ****** ***** for about 4 years now. That in Spring of 2023 I purchased an Infinity QX60, unfortunately I was involved in a car accident in Septemeber 2023 that totaled out that vehicle, that when I was time for the insurance to issue the final payment and Real Value to Collect the final amount due on the QX60 and issue the remaining money left over they began to flip the way they practice business. That when my husband and I questioned their numbers they immediately got angry and insulting, our concern was that Real Value makes every customer pay a monthly charge for a warranty of $50.00, they do not give the customer the option to opt out of this warranty. That every vehicle they sale, they tack this $50.00 monthly charge onto your monthly payment. That the entire time I had the QX60 we did not use their warranty, but I understand that I drove the vehicle during that time so I did not have an issue paying that amount during the time the vehicle was able to operate. The issue arose when I was told that I had to continue to pay for the warranty for the entire loan amount, so say the loan was for 38 months, as a consumer I was made to understand that you only paid for the warrant until you paid the vehicle off, so this vehicle was paid off in about 6 months, therefore I should only pay 6 months worth of warranty charges. **** did not agree and made me pay the entire 38 months of the $50.00 per month charge, therefore 38 months at $50.00 a month is 1900.00 dollars, I only had the vehicle about 6 months, I should have only paid about $300.00. **** did not agree with this and made me pay the amount for the entire loan. I had to agree with **** because I needed another vehicle badly as I am a mother of 6 kids and I do not have good credit to go to a different auto dealership so **** knew I had no other choice and making him mad would not be good. See additional complaint filed.

  Business Response

  Date: 12/24/2024

  This customer is a bold face liar. Her current vehicles were repossessed and she is disgruntled. I was already questioned yesterday by the Council Bluffs Police department, and provided documentation proving her accusations to be a lie. This customer has no proof to her claim in this complaint, because it is also false. Myself, nor anyone from Real Value Auto, will be responding again. There is nothing than can or will be done to satisfy a claim that is not true. 

  Customer Answer

  Date: 01/16/2025

  I am not a liar at all I have all the proof to show please reach out to me so I can speak with someone and provide all this information. I am not the only person that has made this complaint I see Real Value has done something similar to a lady prior to my complaint. 

• Initial Complaint

  Date:04/23/2024

  Type:Billing 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.

  Please refer to attached word document below. Thank you

  On January 16, 2024, I purchased a
  used 2007 ****** ******. The car had 156,000 miles and was priced at $6995. I
  paid a cash downpayment of $1350 that went towards the price of the car. I also
  purchased gap insurance on the car. On the morning of February 10, 2024. I was
  driving the car, and it began to smoke and caught fire. Fortunately, I was able
  to get out of the car without sustaining any injuries. I have pictures of the
  car engulfed in flames. I notified my insurance agent to file a claim that same
  day and informed Real Value Auto sales of the incident on February 14, 2024. I
  was informed by my insurance company the car was a total loss. I contacted **** at Real Value Auto Sales that same day and made him aware. I also inquired
  about my $1350 down payment, being that I did not have the car for a full month
  when the incident occurred. I was told by **** the salesman who sold me the car
  that my $1350 down payment would be used as a credit for another vehicle for
  equal or lesser value.
  I did agree to the arrangement until **** retracted his original offer
  and told me that I would only be able to get a car that was traded into their
  lot by private owners. These cars were more expensive anywhere to 50,000 plus
  more miles. I was upset to say the least. I told **** this was not fair, and I
  should not have to be out of more money. He then stated, “Well why should we
  take this as a total loss I can’t get guarantee anything”. After rounds of
  going back and forth and having to endure his rude and belligerent behavior, I
  decided to call their second dealership in Council Bluffs. I spoke with *******
  and asked for contact information for the owner ****** *****. She advised that
  she could not give out his contact information but wanted to know what she
  could do to help. I gave a recap of the entire incident along with my encounter
  with the rude salesman ****. She stated that she could contact the owner a let
  him know about my complaint and concerns regarding the car. I asked how long it
  would be before the owner would respond. She advised a few days for a return
  call. She advised that the owner had cancer and was undergoing treatment, and
  that was the reason why the owner did not directly speak with customers. I
  found this extremely odd. I gave her my contact information to pass along to
  the owner. I highly doubt she contacted the owner. Mysteriously enough she
  called me back 15 minutes later and stated that she had to beg the owner for
  the following options: Option 1 2015 ***** **** with 205,000 miles and put
  another $500 dollars down monthly payment $305. Option 2 a ***** ******* she
  was unable to give current mileage or monthly payments also required a $ 500
  downpayment. She then informed me I would not be able to drive the car because
  it was not on the car lot. Option 3 a 2014 **** valued at (7995) with 177,000
  miles monthly payments $340 and it would require $500 down. I let ******* know
  the car options presented were way over my budget. I asked again were there any
  cars on the lot equivalent to what I had. She then stated I spoke with the
  owner, and these are your only options available to you. I asked how I could be
  certain the car would not catch fire or breakdown. She then stated that that
  she could tell the previous owner took good care of the car.

  Business Response

  Date: 04/29/2024

  I am responding to this customer's complaint on behalf of Real Value Auto, in order to continue our ongoing effort to remain in good standing with the BBB. 
  
  The vehicle in question did in fact start on fire approximately 30 days after the purchase date. Prior to this incident there were not any mechanical issues brought to our office's attention. We were not in possession of the vehicle, nor the one driving it at the time. There was an insurance claim filed and no fault was found on our end or the insured, ultimately resulting in a total loss. 
  
  There was NOT a statement made by ANY employee that the customer would receive a credit from the original down payment. Going by customers' own admission; we tried to work with them on getting a vehicle with a lower down payment, and even providing a discount in relation to the down payment under the circumstances. The customer was not happy with the vehicles that we were able to provide at that time. 
  
  Real Value Auto acted in good faith in the entirety of this transaction. We will not be responding to this ****er again going forward, and consider the case to be closed. 

• Initial Complaint

  Date:02/20/2024

  Type:Billing 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 paid my car off on 8/28/2023, At this time is when I asked for my title for the vehilcle and my spare key. I was told that it woudl be at the 35th street location and that I could pick it up in a couple of days. On 10/09/2023 I called them to see about getting an appt. for the check engine light. Even though my car was paid off my engine was supposedly still under warranty so I was not required to pay for labor. When I called I spoke to ***** who was very rude and unprofessional when I told him about the check engine light and attemted to get an appt. for it to be repaired. He told me that the warranty was only to cover internal issues with my engine and not a check engine light. I replied with, How would you know that it's not an internal issue? You have not even looked into it yet. I proceeded to remind him that the engine was under warranty and that they should honor that. He replied by saying "Ok, then how about there is no warranty." I said wow ok, so now you are going back on your word and what we agreed on? He proceeded to act clueless as if I did not have a warranty so I asked for the money back that I had been paying on the engine which was $200 which would leaveme to still owe $700. He refused so I said ok and hung up the phone. I ended up getting my care repaired at ****** **** which cost me $493.00. In late December I contacted the 35th Street location to let them know that I was on my way to pick up my title and spare key. They let me know that it was not there and that they would contact the 16th Street location to inquire and would give me a call back. When they called me back they told me that the 16th Street location is refusing to give me my title until I pay them $1,370 for repairs. After that they sent a threatening letter to my mothers home demanding $1,370 knowing that I do not live there. At this point I just want the title and spare key and for them to cover the remaining balance of repair cost.

  Business Response

  Date: 02/20/2024

  This customer should have been paid off on 6-30-23. Our in house warranty ends on the due date of the last payment. This customer made their last contract payment on 8-28-23 which was nearly two months after the contract should have ended. We still replaced her engine, covering not only the labor, but also half the cost of the motor at that time. The engines that we get have warranties on them, but they only cover internal defects but nothing with sensors etc. We will be attaching a signed payment arrangement showing the customer owing $1370.21 on the engine install and paying $100 towards it. The customer also owed a previous repair amount of $199.86 that was not paid in full. The customer has only paid $190 towards these two repair bills. The full remaining balance owed is $1380.07. Even if the customer is correct on what they owe, they still owe us money. We will be attaching a payment history listing showing this as well. We are still owed and that is why we are not releasing title or spare key at this time. We will be attaching all proof needed and will not be responding further. Thank you.

• Initial Complaint

  Date:04/11/2023

  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.

  I delivered my 2008 **** **** over 2 weeks ago for repairs, they still do not know what's wrong with it and they keep buying parts for it before informing me of such transaction. I'm responsible for the parts they buy I would like to be informed beforehand. They will not provide a loaner vehicle or reimburse me for a rental

  Business Response

  Date: 04/12/2023

  The customer and Real Value Auto are in communication regarding this matter. We are actively working to resolve the secondary mechanical issue as we did the engine timing as he requested and an independent shop recommended as well. As the customer stated in his communication with the BBB, the issue between "us" is resolved. Thank you in advance for your time and consideration-

  Customer Answer

  Date: 04/12/2023

  The response is satisfactory and I'm satisfied with the results