Business Profile

BHPH Dealers

Carfect

Headquarters

Complaints

This profile includes complaints for Carfect's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

109 total complaints in the last 3 years.
29 complaints closed in the last 12 months.

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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:10/05/2024
Type:Order 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.
On May 15, I was tricked forced and cohosted to sign a contract for my vehicle! I was told to give a down payment on a vehicle that was seriously damaged and was not given the option to exchange the vehicle for a working vehicle! I was also stranded on several occasions due to them illegally disabling my vehicle! The dealership switched my agreement terms and increased the price on the contract!
Business Response
Date: 10/08/2024
Response Date: 10/8/2024

Customer Name: ******* ******

Source: BBB Serving ******* and **********************;
***************************************************************************************

Complaint ID: ********
Date Complaint Received: 10/07/2024

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining about the terms of her contract. I reviewed the contracts that she uploaded along with her complaint. Those are the same documents that the customer reviewed and signed on May 17, 2024, via DocuSign.There is no ability to alter those documents or change any terms on DocuSign after the parties have reviewed and signed. Page 11 of her attachment contains the agreement regarding GPS and our use of it on her vehicle.
The customer also complains about mechanical issues. Our records indicate that she made appointments with our service department on 6/27/2024 and 7/11/2024 but did not show up for those appointments. We encourage her to contact our service department to see if we are able to help with any mechanical issues with the vehicle.
Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
If you have any further questions, please feel free to contact me.
Thank you,

**** ********, CFO
Customer Answer
Date: 10/09/2024

Complaint: 22385774

I am rejecting this response because: they have taken advantage of me not plainly disclosing necessary documents and going against lawful terms with service charges and extorting me using forceful action to obtain payments!

Sincerely,

******* ******
Business Response
Date: 10/18/2024
Response Date: 10/18/2024

Customer Name: ******* ******

Source: BBB Serving ******* and **********************;
***************************************************************************************

Complaint ID: ********
Date Complaint Received: 10/07/2024

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining that she believes we did not plainly disclose the terms of her contract and that we charged her illegal service charges. All terms of the contract including any fees that may be assessed are laid out in the retail installment contract that was emailed to the customer via ******** when it as executed at the email address provided by the customer.
Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
If you have any further questions, please feel free to contact me.
Thank you,

**** ********, CFO
Customer Answer
Date: 10/19/2024

Complaint: 22385774

I am rejecting this response because: there are numerous acts of fraud in this agreement!
I have contact the company to come to an agreement, and instead of correcting the fraudulent errors on my account they have used methods of extortion! I have revoked the power of attorney for my title, sent an affidavit, and rescinded the contract due to auto dealer fraud! I submitted my requests and have not been answered by ****** Auto Sales **** DBA Carfect. This proves that they are trying to proceed with the fraudulent acts!
I am asking for the title, 2x the actual finance charge, and my property (2015 **** Explorer)

Sincerely,

******* ******
Initial Complaint
Date:10/03/2024
Type:Order 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.
According to my contract of obligation, I made my last payment on 9/25/24 of my biding contract, but now they're saying that I have more payments.....which is a hustle.
Business Response
Date: 10/09/2024
Response Date: 10/9/2024

Customer
Name: Anthony
Watkins

Source: BBB
Serving Chicago and Northern Illinois
[email protected]

Complaint ID: 22372902
Date Complaint Received: 08/6/2024

Please allow this to serve as our response to the above-referenced complaint.
The
customer is complaining that he still owes on his auto loan despite completing
the last payment listed on the retail installment contract. We have been in contact
with this customer and explained that he previously authorized us to add
amounts owed for his vehicle repairs on January 19, 2022, and June 7, 2022.
These charges are showing as “Opay” and “Other Pmt” on his payment history and
a balance on those charges remains. A copy of that pay history with the charges highlighted has been mailed to the customer. Once that balance is paid, the contract
will be paid off.
Although
we are sympathetic, the customer is being
treated in accordance with their contract with the company and company policy. The
customer has been afforded the same opportunities as any similarly situated
customer. The Company’s
policy is in full compliance with Federal,
State, and Municipal law, and in consultation with our legal counsel.
If you have any further questions, please feel free to contact me.
Thank
you,

Adam
Horovitz, CFO
Initial Complaint
Date:09/10/2024
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.
This business has been a nightmare. Ive had this vehicle for 32 days. Not long after getting the vehicle, I needed to contact the insurance company whom they provided me, for towing purposes. After calling and leaving several messages no one has responded. I sucked it up and paid out of pocket. I have yet to hear back regarding reimbursement for the out of pocket payment.I am now in need of another tow due to another flat tire. And because I did not receive the correct insurance information, I had no way of towing my car with out of pocket money. I called the sales department and explained the situation, they then connected me to the insurance company who did not pick up and I was sent to voicemail per usual. As of yet, I have not received a return call. The police towed my vehicle and Im now faced with paying for the tow as well as storage costs. Unable to pay, I called these people who all are under 1 roof and yet again the dealership, finance company, as well as the insurance company continue to give me the run around. I paid 1500 down on my vehicle 32 days ago, also paid a car note of ******, and have no idea who handles my insurance claims, even though they provided me with in-house insurance. I have no help in getting my vehicle out of tow. Had I had actual insurance coverage as they stated I had in the beginning, I couldve had my vehicle towed when I caught the flat tire. Now Im faced with towing charges that couldve been avoided had these people returned my call with clear answers.When I needed my first tow a couple of weeks ago, and paid out of pocket, the insurance company still has not resolved my reimbursement. No calls, no emails, NOTHING. I believe they are crooks and have preyed on me and my finances. *** also looked up their reviews and it appears that they not only changed their name but also have many complaints against the entire company.
Business Response
Date: 09/20/2024
CARFECT
Response Date: 09/20/2024

Customer Name: ****** *******

Source: BBB Serving ******* and **********************;
***************************************************************************************

Complaint ID: ********
Date Complaint Received: 09/10/2024

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining that ********************** or one of its affiliates is her insurance provider and should reimburse her for her car being towed and is not responsive when she calls. While Carfect does have an affiliate that is an insurance broker, Seguro Facil, that affiliates does not provide car insurance. As a broker,Seguro Facil matches customers will third party insurance providers. In this case, the customers insurance provider is ***********. We have reached out to the customer to clarify this with her but have been unable to reach her. We are also mailing a copy of her declarations page that includes both the number she should call for reimbursement of the tow and the number of a tow company that works with her insurance.
Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
If you have any further questions, please feel free to contact me.
Thank you,

**** ********, CFO
Initial Complaint
Date:09/03/2024
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.
This business refused to send me a 10-day payout quote on my vehicle (2013 ****** Ultima SL purchased 2/15/2023). They responded "that goes against our policy". I told them that is illegal and I am entitled to receive that payout in order to trade in my vehicle. They then responded "The dealership you are trying to get a car from can contact us". I again told them "I need a ******************************* order to pay off this vehicle." Carfect continued to refuse to send me any document and only verbally told me what my remaining balance is. They would not give me proof of that final payment. I then asked if I could have the history of all my payments thus far (since they do not have any online forum where I can look this up myself). They responded "I will email that to you". I have not received an email yet and this request was over one month ago. (July 2024).
Business Response
Date: 09/16/2024
CARFECT
Response Date: 09/16/2024

Customer Name: ***** ******

Source: BBB Serving ******* and **********************;
***************************************************************************************

Complaint ID: ********
Date Complaint Received: 09/03/2024

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining that ********************** would not provide him with a 10 day payout. The customer purchased a car from ********************** on February 8, 2023. On or about February 23, 2023, the loan was transferred to ********************. Once the loan was transferred, Carfect did not have any ability to provide a payoff quote to the customer. Although the customer does not indicate when he requested the payoffs, there is no indication in Carfects notes that this was requested prior to the transfer to Easy Acceptance.
Easy Acceptances notes indicate that the customer requested payoff quotes from its employees on August 26th, 27th, and 28th of 2024 and that three payoff quote were provided on those three dates.
Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
If you have any further questions, please feel free to contact me.
Thank you,

**** ********, CFO
Customer Answer
Date: 09/16/2024

Complaint: 22229358

I am rejecting this response because: I have not received a pay out on the specified dates as indicated by the defendant , hence why I called back three days in a row.
I was told they can only give this information verbally over the phone. I requested a history of my payments and that was never sent to me. I was not given any information on how to find proof of payments electronically or otherwise. I will not pay off a car based on verbal information. I want proof of my payments and pay off quote.
Sincerely,

***** ******
Business Response
Date: 09/20/2024
CARFECT
Response Date: 09/20/2024

Customer Name: ***** ******

Source: BBB Serving ******* and **********************;
***************************************************************************************

Complaint ID: ********
Date Complaint Received: 09/03/2024

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining that ********************** would not provide him with a 10 day payout. The customer purchased a car from ********************** on February 8, 2023. As was explained in our initial response, on or about February 23, 2023, the loan was transferred to ********************. Once the loan was transferred, Carfect did not have any ability to provide a payoff quote to the customer. Although the customer does not indicate when he requested the payoffs, there is no indication in Carfects notes that this was requested prior to the transfer to Easy Acceptance.
Although Easy Acceptances notes indicate that the customer requested payoff quotes from its employees on August 26th, 27th, and 28th of 2024 and that three payoff quote were provided on those three dates, the customer alleges that these were never provided. We ensured with Easy Acceptance that both a pay history and pay off quote were mailed to the customer today via email and US Mail. Any further communication regarding payments should be directed to Easy Acceptance.
Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
If you have any further questions, please feel free to contact me.
Thank you,

**** ********, CFO
Initial Complaint
Date:08/16/2024
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 have an auto loan through Carfect for my 2015 ****** Altima. My payments are $250 every other Friday. On July 5th, I called Carfect to let them know I would be making my payment a few days late. My account rep ******* offered me a promo to push that payment to the back of my loan saving me from the fees and negative mark, all I needed to do was send a copy of my pay stub and sign a form. I agreed. I sent the stub that same day and just needed to wait for the form to sign. It never came so I called and ****** finally sent them on 7/11/24. I signed immediately and sent them back. I thought I was good to go. My next payment came due on 7:19 and I needed to catch up, I was unable to make a payment online and thought my payment was taken out and it wasnt. In this time frame, another payment came due, making me past due $500. Cool, I called to set up an arrangement and collected the money by the day I said I would, around 8/9/24. I called and called and called and could not get through to a person. I left a voicemail, I emailed ******* I called whatever number I could find online and I was unable to find anyone to take my payment. I finally gave up for the night figuring Id get a hold of someone the next day. I was wrong. I have now been calling and emailing every single day trying to make my payment and no one will take it. They keep telling me either ****** is out of the office or will call me back and he never does. I requested a supervisor and no one has called. I finally spoke to someone and she said only ****** can take my payment and a supervisor would take ***** hours to get back to me. In the midst of all of this, since the promo was never put through, I received a repossession letter saying I was a month past due. According to my calculations I should only be 2 weeks since I qualified for the promo but ****** never completed it so not only am I out for repo, I have fees, cant get anyone to take my payment AND Im taking the negative mark to my credit.
Business Response
Date: 09/09/2024
CARFECT
Response Date: 09/09/2024

Customer Name: *****************************

Source: BBB Serving ******* and **********************;
***************************************************************************************

Complaint ID: ********
Date Complaint Received: 08/30/2024

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining about issues with getting a deferment on her loan. I reviewed her file and it appears that a deferment was granted on her loan on August *******, and two payments were deferred to the end of her loan.
Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
If you have any further questions, please feel free to contact me.
Thank you,

*************************, CFO
Initial Complaint
Date:08/07/2024
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 vehicle from a dealership by the name of Carfect in ******** ********. Ive had nothing but issues with the vehicle since I bought it its been to the dealership repair shop multiple times for catalytic converter not a vehicle is broken down with no compression and the engine, and I have no vehicle.
Business Response
Date: 08/20/2024
CARFECT
Response Date: 08/20/2024

Customer Name: ***********************

Source: BBB Serving ******* and **********************;
***************************************************************************************

Complaint ID: ********
Date Complaint Received: 08/07/2024

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining about mechanical issues with their vehicle. The customer purchased her vehicle from ********************** on August 16, 2023. Our records do indicate that the customer has brought his car in for repairs on multiple occasions.Several of the issues were with a catalytic converter that was installed by a third party that we referred him to. The third-party repairs were covered under our warranty and the subsequent repairs for the installation of a defective product were covered under the parts warranty through that third party. All other repairs appear to either have been completed by us either under warranty or as a good will gesture.
Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
If you have any further questions, please feel free to contact me.
Thank you,

*************************, CFO
Customer Answer
Date: 08/29/2024
Complaint: 22107025

I am rejecting this response because: The matter was never solved and I have to come out of pocket for a new engine. They claimed to have done new timing chains and water pump on my vehicle and my timing chain seared off and they refused to fix the problem or help with problems.

Sincerely,

****** Biggs
Business Response
Date: 09/16/2024
CARFECT
Response Date: 09/26/2024

Customer Name: ****** *****

Source: BBB Serving ******* and **********************;
***************************************************************************************

Complaint ID: ********
Date Complaint Received: 08/07/2024

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining about mechanical issues with their vehicle. The customer purchased the vehicle from ********************** on August 16, 2023. Our records do indicate that the customer has brought his car in for repairs on multiple occasions. Several of the issues were with a catalytic converter that was installed by a third party that we referred him to. The third party repairs were covered under our warranty and the subsequent repairs for the installation of a defective product were covered under the parts warranty through that third party. On April 10, 2024, we directed the customer back to ********** as they had a warranty on the catalytic converter bank 2. The customer did not contact our service department again and did not show up for his appointment on May 2,204.
In August of this year, the vehicle was located at a ********* We were informed that work had not begun. We were then informed by ******** that work had not been done because they were waiting for an insurance adjuster to come out regarding an extended warranty on the vehicle. We were told that the extended warranty would cover the engine replacement, and the customer only had to pay his deductible to ********* There is no record in this file of the customer requesting any repairs on the vehicle after April 2024.
Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
If you have any further questions, please feel free to contact me.
Thank you,

**** ********, CFO
Initial Complaint
Date:07/18/2024
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.
On March 21, 2024 I leased a vehicle from the dealer a 2015 ****** rogue I put down $3000. I was told from the sales rep there was absolutely nothing wrong with the vehicle, Three days later, I had to return because the car had left me stranded. It wouldnt start come to find out. It was a battery issue. It was minor. They supposedly fix it but it continue to happen for the following two weeks. They finally drilled the battery so it can stay put. On April 4, my engine light turned on. I go back to the dealer and they scan it and said it was nothing wrong so they turned off the Engine light. In May 25, the engine light turned back on, so I contacted the car dealer and they said to bring it in and repeated The same process they did the first time and said it was nothing. I asked if I should take it to their car shop to get a checked. They said it was not necessary that theres nothing wrong with it. June 16 2024 It started to drive a little funny and the engine light turned back on , I contacted the dealer again and let them know that I was going to take it to their shop to get it serviced As Im driving to the shop, it started slowing down. I get to the Place and have them do inspection and check what is wrong with my vehicle only to hear that the transmission is out And that its going to cost me $4300 to get it fixed and That I had to pay out-of-pocket because the warranty had expired. I contacted the dealer and informed them that I am paying $580 a month for a vehicle that Im leasing and did not have it for three months and the transmission is no good. Was there anyway I can get a trade for something that is running because they had assured Me that there was absolutely nothing wrong with the ****** and they are refusing to work with me Or trade The ****** rogue for another vehicle of equal value. The gentleman I spoke with by the name of **** said theres nothing that they can do but I still have to pay the $580 a month even though I dont have the vehicle
Business Response
Date: 08/02/2024
CARFECT
Response Date: 08/02/2024

Customer Name: *************************

Source: BBB Serving ******* and **********************;
***************************************************************************************

Complaint ID: ********
Date Complaint Received: 07/19/2024

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining about mechanical issues and the repossession of their vehicle. The customer purchased her vehicle from ********************** on March 21, 2024. Our records do not indicate any contact that the customer had with our service department until June 17, 2024. The customer ****** the vehicle in and we inspected it on June 21, 2024, and found that it needed repairs. We offered the customer a payment plan for those repairs and a deferment on her loan, but the customer declined to have the repairs done. The customer did not pick up the car from our service center.
Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
If you have any further questions, please feel free to contact me.
Thank you,

*************************, CFO
Initial Complaint
Date:06/13/2024
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.
Purchased a car from this company 2.26.2024 Ive since had to have work dont on the car several times. Every week theres a new issue with the car
Business Response
Date: 06/21/2024
CARFECT
Response Date: 06/21/2024

Customer Name: ***********************************

Source: BBB Serving ******* and **********************;
***************************************************************************************

Complaint ID: ********
Date Complaint Received: 06/14/2024

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining about mechanical issues. The customer purchased her vehicle from ********************** on February 24, 2024. On March 11, 2024, the customer brought her car into our service department for repair. We ordered parts and made the repairs under the warranty and replaced the steering gear. On March 20, 2024,we returned the vehicle to the customer. The customer then brought the vehicle in on April 16, 2024, and we found that the vehicle needed new struts. We offered to do the strut repair for half-price, but the customer declined. The customer brought the car back for service on June 11, 2024, for the strut repair, we found that the car additionally needed repair of the anti-lock braking system and wheel speed sensor, but the customer declined those repairs. The vehicle was returned to the customer on June 14, 2024.
Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
If you have any further questions, please feel free to contact me.
Thank you,

*************************, CFO
Customer Answer
Date: 06/22/2024

Complaint: 21848436

I am rejecting this response because: Day 3 of having the vehicle I reached out via phone to the manager and informed him of my issues I was having. I stated my rear strut was out and I believed there was an issue with the transmission. He stated that he will have the service department reach out to me to set up an appointment. I didn't receive a call on day 7 my power steering went out while I was driving with my children in the car. I reached out to the salesperson that sold me the car and her response was turn the power steering on. I informed her that that it was on and the car was malfunctioning. I went into the actual location the following day to speak with the manager they attempted to put liquid steering fluid in my vehicle in which I informed them my car is electric, so this wasn't needed. I informed him that service had not called me for an appointment they go to check, and he never reached out to them! (calls are recorded so me stating the strut was out can be proven during my warranty time frame). When I brung my vehicle in to have the power steering fixed I asked for a full inspection and noted the noises of the strut amongst everything else with the vehicle. I was told there was no more issues. However, the strut was out the entire time, and this complaint was put in during my initial complaint within my warranty time frame. The power steering has now gone out again I spoke with someone on the phone, and he explained the code however the same lights are popping on this all ties into the power steering. I have been sold an extremely dangerous faulty vehicle and I've complained about all of the issues prior to my warranty expiring! All of this can be verified if they pull the calls from my number to the dealership as well as the service center. Yes, I declined work due to the amount of money you all are requesting. I complained about these issues during my warranty period, and it was dismissed! I can't afford to keep bring a car in for repairs when this repair shop are the ones that repair the vehicles before they are sold! I can't take chances driving a vehicle I may be unable to turn if I'm in a busy intersection. I think it's extremely dangerous to sell someone a call with so many issues me and my children would like to live an not worry getting into this vehicle may be our last ride because the steering wheel locks up! I have requested a report of the diagnostic test ran on my car from the initial inspection and they are unwilling to provide it! I guarantee all of these issues will be shown on the test ran when I initially dropped the vehicle off for service. As the finance department along with many other agents have informed me all of the calls are recorded so pulling these calls shouldn't be an issues. I can also provide photos with the codes showing the same issue already repaired!

Sincerely,

***********************************
Business Response
Date: 07/15/2024
CARFECT
Response Date: 07/15/2024

Customer Name: ***********************************

Source: BBB Serving ******* and **********************;
***************************************************************************************

Complaint ID: ********
Date Complaint Received: 06/14/2024
Date Additional Comments Received:6/24/2024

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining about mechanical issues. The customer purchased her vehicle from ********************** on February 24, 2024. On March 11, 2024, the customer brought her car into our service department for repair. We ordered parts and made the repairs under the warranty and replaced the steering gear. On March 20, 2024,we returned the vehicle to the customer. The customer then brought the vehicle in on April 16, 2024, and we found that the vehicle needed new struts. We offered to do the strut repair for half-price, but the customer declined. The customer brought the car back for service on June 11, 2024, for the strut repair, we found that the car additionally needed repair of the anti-lock braking system and wheel speed sensor, but the customer declined those repairs. The vehicle was returned to the customer on June 14, 2024. Our service team reached out to the customer and has offered to make the new repairs free of charge.
Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
If you have any further questions, please feel free to contact me.
Thank you,

*************************, CFO
Customer Answer
Date: 07/15/2024

Complaint: 21848436

I am rejecting this response because: *********** didnt reach out to me to offer anything at all! They just keep stating im out of warranty however as stated in my previous responses i complained about these issues were complained about within my warranty. Please provide the call or text message when i was offered free service . I was quoted $750 that was the last conversation. This is extremely disheartening that a company would go to the measures of lying. I pay my note on time without hassle even when they have my car for days inspecting & repairing if they'd offer to fix for free i wouldve accepted. My wheel is stiff and im
Currently speaking with my doctor due to the ongoing pain due to me having yo struggle to turn the wheel due to the power steering!

***********************************
Business Response
Date: 07/17/2024
She has an appointment in the 23rd and we are covering the repairs.
Customer Answer
Date: 07/23/2024

Complaint: 21848436

I am rejecting this response because: they are now stating i need a wheel barrel & a wheel speed sensor. They are not fixing the anti lock break as stated in your message above all of a sudden they dont see this as a repair needed! This is becoming extremely draining mentally along with the physical medical issues its starting to cause with having to put in extra work. I informed them of the message and was told they dont know any CFO by this name!

Sincerely,

***********************************
Business Response
Date: 07/24/2024
CARFECT
Response Date: 07/24/2024

Customer Name: ***********************************

Source: BBB Serving ******* and **********************;
***************************************************************************************

Complaint ID: ********
Date Complaint Received: 06/14/2024
Date Additional Comments Received:6/24/2024

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining about mechanical issues. The customer purchased her vehicle from ********************** on February 24, 2024. On March 11, 2024, the customer brought her car into our service department for repair. We ordered parts and made the repairs under the warranty and replaced the steering gear. On March 20, 2024,we returned the vehicle to the customer. The customer then brought the vehicle in on April 16, 2024, and we found that the vehicle needed new struts. We offered to do the strut repair for half-price, but the customer declined. The customer brought the car back for service on June 11, 2024, for the strut repair, we found that the car additionally needed repair of the anti-lock braking system and wheel speed sensor.
Our service team is currently working on the vehicle. While the *** light was lit,it was explained to the customer that it may be caused by the wheel and wheel speed sensor. Once those parts are fixed, we will check to see if the *** light still comes on and if further repairs are needed.
Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
If you have any further questions, please feel free to contact me.
Thank you,

*************************, CFO
Initial Complaint
Date:06/12/2024
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 purchased the car in april. I was introduced to the sales person I sat there for over an hour getting processed. I was there to do trade in my fully paid off car which was a ******************* ****************************************************************************************************************************************** and I'm not satisfied with aNY of the vehicles. So they pull the red ***** trax out and I saw it and I was like I want that car. I test drive it it rode smooth. A week goes by my engine is scrapping Like there was no oil in it well. I put 4 qt of oil in it and it disappeared within an hour so I noticed as well. There was no windshield wiper fluid that it was leaking out as well. Then my fan wasn't working in the Turbo. So I called to make an appointment. I missed the first appointment. Because I I had no ride to go to work from there while I dropped my car off. I'm a single mom. I barely have a help as it is? The second appointment my son had a nocturnal seizure in his sleep. I was supposed to come and bring my car. I called them to reschedule the third time. I brought my car up there. They fixed the problem a week and a 1/2 ago from 2. Day my car starts acting up. The engine is Scraping again. There's water leaking from the underneath. When I'm driving I can't accelerate it slows down.It feels like it's stalling when I was driving today.My car did a crack noise and all of a sudden.Smoke coming out of my hood and smells like a very bad Eggs smell. I call the dealership and tell them. My car is not safe to drive on the road. They offered a tow truck. I needed to go get my kids. So I told them to meet the tow truck at my house. I come home, I called them. The man is telling me to make a service appointment over the phone. Now the next service appointment is June 18th, at 9 am in the morn i did what he asked, why didn't they come get? My car is what I'm asking and this car is not safe to drive on the streets The transmission and engine is failing
Business Response
Date: 06/21/2024
CARFECT
Response Date: 06/21/2024

Customer Name: ***********************

Source: BBB Serving ******* and **********************;
***************************************************************************************

Complaint ID: ********
Date Complaint Received: 06/13/2024

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining about mechanical issues. The customer purchased her vehicle from ********************** on April 15, 2024. On May 13, 2024, the customer brought her car into our service department for repair. We made repairs to the washer hose,the oil fittings, and the air duct. The vehicle was returned to the customer the same day. One June 14, 2024, the customer called in to our service department and set up a service department appointment. We agreed to cover the repairs under her previous warranty, and we ordered the parts needed for the repairs.The customer now has a service department appointment for June 28, 2024.
Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
If you have any further questions, please feel free to contact me.
Thank you,

*************************, CFO
Initial Complaint
Date:05/23/2024
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.
On may third 2024 I went to Carfect Auto and put a $4000 down payment for a 2014 **** escape may 4th I returned the car because before I can get home it start making loud noises since then the sent me to get the repair and I sat 8 hours and vehicle was not fixed I have asked for another vehicle or my money havent received my money or another vehicle which they charged me 23,000for a vehicle that dont run Thank You for you time
Customer Answer
Date: 05/29/2024

You don't often get email from ************************* Learn why this is important
On may 3rd 2024 I went to Carfect at ********************** in ****** il I put $4000 down payment for a 2014 **** Escape may 4th I returned the vehicle because it started making loud noises I ask them to return my money or another vehicle they sent me on may 15th to theyre repair shop I sat for almost 9 hours still didnt fix the problem now they want me to come back on may 30th I stated I just want my money back or another vehicle I have still havent gotten neither Im disabled and I dont even drive the vehicle and they want me to pay a $571 car note Im so frustrated and i have health issues and this situation is not helping Thank you for the time to help me solve this issue
Business Response
Date: 06/12/2024
CARFECT
Response Date: 06/12/2024

Customer Name: *************************

Source: BBB Serving ******* and **********************;
***************************************************************************************

Complaint ID: ********
Date Complaint Received: 05/29/2024

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining about mechanical issues. The customer purchased her vehicle from ********************** on May 3, 2024. On May 15, 2024, the customer brought the car into our ****************** saying that there was a noise when she drives he car. We diagnosed the vehicle and found that it needed two front struts and two rear trailing arms. Our department did not find any issue with a rattle noise or the vehicle having issues accelerating. We ordered the necessary parts and on May 21, 2024, returned the vehicle to the customer. The customer informed us that she was still hearing the suspension noise after the repair and we sent another appointment for her on May 30, 2024. On May 30, 2024, the customer called our service department to say that she would not be bringing the car in for inspection because she did not want the car and had been advised not to bring the vehicle in for repair.
Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
If you have any further questions, please feel free to contact me.
Thank you,

*************************, CFO

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