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Business Profile

New Car Dealers

Brown's West Branch
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/21/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 with an active recall, they made no mention of it and **** doesnt have a solution for it or a prediction of when they will have a fix for it. A recall that could completely destroy the cars engine. Or cause an accident. I have had numerous issues with the cars coolant system with no fix. Starting in November they have had the car off and on till about a week ago when I picked my car up because they hadnt even started it up or looked at it in the week it had been there. I knew this because the mileage on the car had not changed since drop of and the manager lied to me about how he had driven it Ect. They accused me of it being in my head when a week prior the car had been towed into the shop because it had stopped running. There are sounds coming from under the dash they refuse to acknowledge or address other than to say they are normal start up sounds despite them being pretty constant and not at all surrounding the car being started. Parts for repairs have been completely unavailable. They have also lied about what they were repairing. They told me they replaced two thermostats on my car however the paperwork for repairs only mentions one and a simple ****** search says the car only has one. They have given me numerous rental cars that were completely unacceptable. I firmly believe they were just trying to run my warranty out so Id have to pay for repairs out of pocket. This entire situation has been a nightmare. One thing after another with them acting like its not a big deal.

    Business Response

    Date: 03/27/2025

    On 3/27/2025, I spoke with Kayleanne about her recent experience with our ************* She shared several concerns she has surrounding multiple visits. I listened to those concerns and then suggested we schedule a time to get together and sit down to discuss all of the issues and timelines. Kayleanne agreed to check her schedule later on this afternoon and email multiple options for times and dates for me to consider and then schedule. Our plan is to meet at a mutually agreed time next week to discuss and conclude a resolution.

     

    Customer Answer

    Date: 04/02/2025

     
    Complaint: 23096870

    I am rejecting this response because:

    I have no response from them. They were supposed to contact me today with options for a solution or how to move forward. I did not receive a call, text or email. They are closed for the day and I no longer have much time to respond here.

    Once again they completely blew me off in. regards to this situation.

    Sincerely,

    Kayleanne *****

    Business Response

    Date: 04/03/2025

    Spoke with Kayleanne at 1:47 pm April 3rd. Discussed the concern history of the vehicle and reviewed the current problems that still exist. Agreed to Meet 11 am April 4th to drive vehicle with her as well as review concerns in person. At this time we will provide a loaner that she has expressed interest in trading into if we can provide an adequate trade value and price. We agreed to work both angles at same time. Repair of vehicle and options to trade out of it.  

    Customer Answer

    Date: 04/11/2025

     
    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,

    Kayleanne *****

  • Initial Complaint

    Date:03/05/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    My 2014 *** went to the Browns shop on November 17, 2023. The initial repairs were a tensioner, pulley, and serpentine belt. Everything but the serpentine belt was covered under warranty. In the mean time they mentioned it had a recall for my intake and said it would be about a week to get it done. Being said I told them to replace 1 glow plug that was bad. They went ahead and decided to do all 6 which ended up breaking the other 5 off inside the heads. Instead of doing the work in house they sent the truck to ******** and Diesel in ******** to get the glow plugs drilled out. After getting the run around they never did it and decided the heads need to come out. This never got done. After 16 weeks Browns went to get it. In the mean time I am now on my second loaner car after hitting a deer with one. So far they have charged me $5,700 or more for my truck and $2000 for the loaner car. I paid them $5000 up front to fix my truck and going on 17 weeks and its not even started. I have now paid almost $3000 for my truck payment and insurance on a truck that I havent drove since November. I have also went out and had to purchase a different car to drive since I cant afford to fix another car that I dont own. I would like some money back for paying on a truck that I have not had in possession since November.

    Business Response

    Date: 04/30/2024

    Hi ******,

    I realize this has taken longer than should have. *************************** has given me an update on this and has said he talked with you about this situation. He realizes you are working in the fields, but said you are planning on meeting this Thursday afternoon at the dealership in West Branch. (5/2/2024) We feel we can get this resolved at that time. Thanks for your patience and cooperation.

    Forest Brown

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