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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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.

Initial Complaint
Date:05/17/2024
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.
After vehicle purchase transmission has issues within first warranty. Vehicle sent for repair and business rebuilds transmission. Transmission issues within another 6 months of second warranty and another rebuild attempt of transmission. Problem has still continued and internal leaking of transmission was found by a more trusted mechanic in *********** **. I sent vehicle a third time and no true inspection was done and was told the car is fine by service manager of Carfect. I do not understand why with a warranty and multiple attempts was the transmission not replaced. After second rebuild attempt they said no more warranties would be extended which to me feels like they can not fix the problem and no longer want to be liable. I am seriously disappointed and feel taken advantage of by this business. Down payment of 3500$
Business Response
Date: 06/05/2024
CARFECT
Response Date: 06/05/2024

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

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

Complaint ID: ********
Date Complaint Received: 05/18/2024

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 21,2023. On March 22, 2023, the customer called into our service department in ****** and reported that the car would shudder and jerk when going ***** miles per hour. We suggested that she take it to our ********* location for diagnostics, but no appointment was made. On April 4, 2023, the customer called in to let us know the car was at a **** dealer in ***********. We towed the car to our Milwaukee shop for inspection. We sent the car to a transmission specialty shop and on May 5, 2023, let the customer know that the vehicle was ready for pickup. The customer was given a ******* or ***** mile warranty.
On January 8, 2024, the customer called in and claimed she was having transmission issues. Her vehicle was towed into our ***************** station on January 10,2024. We sent the car to a transmission shop which replaced the torque converter.Although the warranty had already expired, the transmission shop agreed to this additional repair under that warranty but would not give a warranty on the new repair.
On May 14, 2024, the vehicle was brought into our ************** center. The customer stated that she was having transmission issues, but our technicians were unable to duplicate the problem and the vehicle was returned to 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
Initial Complaint
Date:04/18/2024
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.
I paid them ***** down even with good credit on a 2016 Jeep Cherokee now granted that all used cars will eventually have issues & have wear and tear. I asked them was everything taken care of on the car and up to par with maintenance they swore everything was taking care of. *** I got the car last month in March a couple days later the transmission light is on, I called to tell them they set up a service appointment but as I mentioned to the lady I work a lot so there would be no way Id can leave the vehicle unless they give me a loaner vehicle so I missed the service appointment. Why would I need to leave the car then spend money on Ubers and still turn around and have to pay them $270 every two weeks. So boom next time I call they tell me Im passed 30 day warranty and that I have to pay $80 for them to diagnose the problem I said why would I pay $80 for a diagnostic when they gave me the car this way in so many ways they have told me f*** ******* hard working spent money. So boom I go elsewhere to get a diagnosis and they told me a code of P0420 keeps popping up they basically told me I need two catalytic converters and I would be looking at $1100 for two so now Im definitely ****** because this explains why they car ************ while Im driving the other day I also noticed it was leaking some fluid, ok so I call them again tell them the issue & basically again they said s**** me and there isnt anything they can do for me, what a joke.
Customer Answer
Date: 04/18/2024
I called them on 3/4 bought the car 2/29 letting them know the car transmission light was on. Also in the photo this is the carfax they gave me when I purchase however I dont know how updated that might be. It looks like the car has been in an accident as well as lien on it.
Business Response
Date: 04/24/2024
CARFECT
Response Date: 04/24/2024

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

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

Complaint ID: ********
Date Complaint Received: 04/18/2024

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 29, 2024. On March 4, 2024, the customer reported mechanical issues with the vehicle and set a service appointment for March 12, 2024. The customer did not show up for the service appointment. The customer called our service department on April 4, 2024, and made another appointment for April 16th. Once again, the customer did not show up for the scheduled appointment.
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: 04/24/2024

Complaint: 21592549

I am rejecting this response because:I am rejecting this response because: The car is inoperable it is smoking, the transmission has failed & now I am stuck paying a $500 note on a vehicle I cannot operate.
I was told I had to pay $80 for them to inspect the car but they told me all cars go through inspection before before selling so why would I need to pay for a car they claim was inspected lol a joke. They are liars and preying on low income people. They will be getting served and l'll see them in court I have been calling for two months trying to reason with them and they all have said their isn't anything they can do, they are predator lenders and I'm highly unsatisfied with their business. Service won't even give me an estimate on
on repairs saying they can't over the phone. This is causing me stress and I will be seeing them in court I did not have $2,000 to waste on a vehicle that I can't drive and they are still expecting a payment, if you look at the photos these are the photos I took when when the transmission light came on and what it says . They are a consumer blaming a customer on how they sold this vehicle to me. They aren't or haven't been sympathetic at all about this. No one has tried to help me or offer any solutions. And now I am back walking and spending money on Ubers whilst paying them
$500 a month on a car I can't drive. I'm furious and I wish I took my business elsewhere.
If BBB were to look at some of there customer reviews they would see I am not the only one whose experience this pain, stress, mental health strain with them. I am drained trying to get my point across on how they sold me the vehicle. Also they haven't given any paperwork on when the car was last maintenance I haven't saw any paperwork on the inspection they claim they did prior to selling, which l asked for, now I have to choose between getting the car fixed or spending thousands more or repair or loosing the car for non payment and have a repossession on my name/credit. I would like my money back or the vehicle fixed..But I digress I'll see them in court
Business Response
Date: 05/03/2024
CARFECT
Response Date: 05/03/2024

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

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

Complaint ID: ********
Date Complaint Received: 04/18/2024
Date Rejection Received:04/25/2024

Please allow this to serve as our response to the above-referenced rejection.
The customer is complaining about mechanical issues. The customer purchased her vehicle from ********************** on February 29, 2024. On March 4, 2024, the customer reported mechanical issues with the vehicle and set a service appointment for March 12, 2024. The customer did not show up for the service appointment. The customer called our service department on April 4, 2024, and made another appointment for April 16th. Once again, the customer did not show up for the scheduled appointment. While we would like to assist the customer, and are happy to waive the $75 inspection fee, we need to be able to inspect the car to determine what we can do to assist. I have asked my service manager to contact the customer to see if we can set up an appointment.
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:04/11/2024
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 August 26,2023 I purchased a car which I still finance , I paid 1200 down payment for the car and pay 664 a month for a used car it has almost ****** miles on it I took it to a mechanic because it start making weird noises and cutting off in the middle of the street . I contacted the manager he hung up in my face. I just want to exchange the car and get a car that I can rightfully pay I HAVE a KIA **** 2016 vin number ***************** . This is my first car purchase I just want help with either them fixing it or a different car
Business Response
Date: 04/16/2024
CARFECT
Response Date: 04/16/2024

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

Source: BBB Serving ******* and Northern ********
**********************************************************************************************

Complaint ID: ********
Date Complaint Received: 04/12/2024

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining about mechanical issues. The customer purchased a vehicle from ********************** on February 5, 2024. We do not have any record of the customer calling **********************. The loan was transferred to **************** **** on October 24, 2023. On March 27, 2024, the customer called in to *************** and complained of mechanical issues. The call was terminated when the customer started using abusive language. The car is no longer under warranty, but the customer can go to our website at ****************************** and use the service tab if she would like to schedule an inspection.
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:04/05/2024
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 called back in December to see if I could get approved and I did. I live an hour and half away so sometime in early February I called again to make sure that i was still approved and I still was. on February 17 2024 I went to Carfect ( ********* **.) I got there the car I was suppose to be approved for they said I couldn't get so they tried to put me different cars but by me having a big family I needed something with 3 rows so they said a van I told them no because it looked like it has been sitting for a long time they said a dodge journey 2017 so I took it for a test drive I noticed that it needed a wheel alignment. I told the lady she said that she can set up an appointment me for me when we got back. so when I went home I let the car sit for 2 weeks the day before my appointment i noticed that the car needed struts every time i went over a bump i could hear it i called them and let them know they said okay bring it in tomorrow and well look at everything. i dropped the car off they looked at it they said it needed 2 engine mounts they fixed it but didnt fix my other problem i tried to give the car back they told me no i dont want to deal with them i just want my money back they said that they cant do that that they will have to put it as a repossession on my credit they are offering to fix but I dont want to deal with them I told them they can give me a new car or my money back they said they cant do either thats why im here now
Business Response
Date: 04/16/2024
CARFECT
Response Date: 04/16/2024

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

Source: BBB Serving ******* and Northern ********
**********************************************************************************************

Complaint ID: ********
Date Complaint Received: 04/05/2024

Please allow this to serve as ourresponse to the above-referenced complaint.
The customer is complaining about mechanical issues. The customer experienced mechanical issues with a car purchased from Carfect. In march we some repairs under the warranty and had the tires aligned free of charge. The customer is still concerned that the struts need to be replaced. When the customer called our service center our service manager directed the customer to our online system to book an appointment which the customer has declined to do.
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:04/04/2024
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.
Around 1/10/24 I purchased a Chrysler 200 (2015). We paid a $2000 down payment for this vehicle . A couple days after I called and advised the vehicle was jerking and shaking and stalling . I was later advised that I had to bring the vehicle into service . After explaining the is*** numerous of times to the repair department they kept my car and did not resolve the is***s . They later advised that is was only motor mount that needed to be replaced . After taking the car to two different repair places . I was told that there is an is*** with the car and that I needed to take the car back . I have serious safety concerns as the car is turning off at any given moment . I have requested since day 3 of having this car that they return either my money or give me a new car and they have refused . They kept my car in repair until the 30 day warranty expired and they are refusing to give me another car . This car has caused me and my kids emotion distress because there are times I cant drop them off or go to work . I have been continuing to pay a car note on a car that has serious safety concerns . I dont feel safe in this car and I would like them to either give me a new car or refund my down payment back . I spoke to the manager at the ************* as well as the finance office and explained the is*** they advised since it is out of warranty period I would be responsible for any car repairs . I feel this is unfair for me to just have paid $2500 for a reliable car and then for it to not be reliable and not have the dealership resolve the problem . This car was given to me with transmission is***s . I was told by their repair department that it is normal for the car to jerk which was a complete lie. This company completely used that fact that I was a women and in desperate need of a car as an opportunity to sell me a complete lemon . If they dont resolve the is*** to give me another car or refund my money I will be looking to *** them
Customer Answer
Date: 04/09/2024
Aurora location

new name is Carfect but was known as Auto Warehouse
Business Response
Date: 04/22/2024
CARFECT
Response Date: 04/22/2024

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

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

Complaint ID: ********
Date Complaint Received: 04/09/2024

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining about mechanical issues. The customer purchased a vehicle from ********************** on January 8, 2024. The customer brought the car in for mechanical issues and the car was repaired and returned to her on January 30,2024. I have asked my ************** manager to reach out to the customer to schedule an appointment and see whether we are able to do a good will repair for 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: 04/23/2024

Complaint: 21532083

I am rejecting this response because:
The car has more than mechanical issues . Coming from someone who has not seen my car , I was advised frontier different dealership with one being Chrysler that the car has transmission problems . Before I picked up my car from being repaired by Carfect so they say . They advised me they did not know what was wrong with the car . They advised the jerking was normal and they advised the noise in the hood was normal as well . This company has completely sold me a lemon and I dont think its right for me to be inconvenienced again by having my car sit in repair for days when Ive paid $2500 for what I thought should have been a reliable car . I would like a replacement car or my deposit given back and you can take this car back
Sincerely,

*********************************
Business Response
Date: 05/03/2024
CARFECT
Response Date: 05/03/2024

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

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

Complaint ID: ********
Date Complaint Received: 04/09/2024
Date Reply Received: 04/23/2024

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining about mechanical issues. The customer purchased a vehicle from ********************** on January 8, 2024. The customer brought the car in for mechanical issues and the car was repaired and returned to her on January 30,2024. Our service department reached out to the customer on April 23, 2024, and she stated that she would likely make an appointment for that Friday. I do not see in the notes that she brought the car in. While we would like to help her,without diagnosing the car, we are not able to assist.
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:04/01/2024
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.
I purchased a car from this dealership within 2 months of having the vehicle the engine goes completely out. Car dealership keeps calling me to make a payment on a disabled car and are threatening me with repossession. I paid ***** for this vehicle not only to be without it but for them to tell me theres nothing they can do when they sold me a terrible vehicle.
Business Response
Date: 04/16/2024
CARFECT
Response Date: 04/16/2024

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

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

Complaint ID: ********
Date Complaint Received: 04/01/2024

Please allow this to serve as our response to the above-referenced complaint.
The customer is complaining about mechanical issues. The customer purchased a vehicle from ********************** on February 5, 2024. On March 29, 2024, the customer called in to our service center saying that the engine was cracked, and the car would not start. We asked to have the car towed in so that we could inspect it but have not heard from the customer again.
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: 04/22/2024

Complaint: 21514099

I am rejecting this response because:
That is a complete lie. I purchased my car in January so you may have me confused with another customer. The entire store knows the situation with my car, someone answered the phone at your place of business with a hostile attitude telling me to do whatever with the vehicle because at the end of the day its on me. Those were his exact words. You guys also told me that you would only inspect my vehicle in which I would still have to pay out of pocket for repairs in which im not paying for an engine. I would have had no problem returning the car for a trade in of the same value or my down payment back but instead in threatened with repossession on a disabled car. The car is not in my worries anymore.
Sincerely, ***************************

***************************
Business Response
Date: 05/03/2024
CARFECT
Response Date: 05/03/2024

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

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

Complaint ID: ********
Date Complaint Received: 04/01/2024
Date Rejection Received:05/02/2024

Please allow this to serve as our response to the above-referenced rejection.
The customer is complaining about mechanical issues. The customer purchased a vehicle from ********************** on February 5, 2024. On March 29, 2024, the customer called in to our service center saying that the engine was cracked, and the car would not start. We asked to have the car towed in so that we could inspect it but have not heard from the customer again. Unfortunately, without being able to inspect the vehicle, we were unable to assist this 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
Initial Complaint
Date:03/10/2024
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.
Bought one car from them transmission light came on so they had to swap me drove it for a day and car wouldn't alcerate
Business Response
Date: 03/27/2024
CARFECT
Response Date: 3/27/2024

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

Source: BBB Serving ******* and Northern ********
**********************************************************************************************

Complaint ID: ********
Date Complaint Received: 3/11/2024

Please allow this to serve as our response to the above-referenced complaint.

The customer is complaining about mechanical issues. The customer experienced mechanical issues with a car purchased from Carfect. We swapped her into another vehicle which unfortunately also had mechanical issues. We have now voided that deal and are returning the money paid to 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
Initial Complaint
Date:02/13/2024
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.
I brought a car from Carfect January 10. Not even 30 minutes after leaving the lot I had to text my sales rep representative and tell him there were problems with the transmission. I took the car to the repair shop provided and reported that I was having problems with the transmission and driving and on the right side there appear to be something wrong underneath the car when I turned it made a lot of scraping and buckling Sounds like something was loose or broken. they called me to pick up the car and told me there was nothing wrong with my car. I told them they should do a test drive with me in it so we could understand the issue. They never actually checked my car otherwise they would know exactly what is wrong. I did a test drive with one of their employees and they immediately and felt the problem as we drove off. They also heard the problem under the right side and told me it was snow because there was snow outside. I was told to schedule another appointment to drop the car off which was supposed to be that Friday. I was not able to drive the car again. It would not start. I called and let them know that the car would not start. Saturday, February 4 the car started again. Sunday, February 5 I gave it a test drive. The cars defects were malfunctioning as I was driving it. the same defects that I told the shop and sales representative about. I called the repair shop February 5 Monday and asked could I drop the car off then? They told me the car would be fixed free of cost due to the issues that were already addressed. They told me it would be five days before they actually look at my car. As you know five days my 30 day warranty would be up. They explained that if the car is already there before the warranty is up, it will still be fixed free of charge. I have had problems with this car as soon as I drove off of the lot and I have been trying to get it fixed. They refused to fix it now. I would like a refund or repair. If neither there will be a lawsuit.
Business Response
Date: 02/26/2024
CARFECT

Response Date: 2/26/2024

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

Source: BBB Serving ******* and Northern ********
**********************************************************************************************

Complaint ID: ********
Date Complaint Received: 2/13/24

Stock # *****, 2014,JEEP, Cherokee, VIN # *****************
Origination Date: 1/10/2024

Please allow this to serve as our response to the above-referenced complaint.

The customer is complaining about mechanical issues with a vehicle purchased from Leons Auto Sales, ***** d/b/a Carfect. This loan transferred to **************** **** on January 30,2024.
On January 17, 2024, the customer dropped the car off with our service department for inspection. We ran diagnostics on the car and were unable to find an issue.******** made an appointment to bring the car back on January 26, 2024, for more diagnostic work. The customer brought the car back on February 6, 2024,for diagnostic and for additional repairs needed because the front tire popped and damaged the vehicle. We diagnosed the problem with the vehicle and let the customer know that it needs a new transmission. We are working on the car and hope to get it back to her soon. The transmission is covered by the warranty,and we agree to make the repairs associated with the popped tire free of charge as well.
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:02/09/2024
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 a vehicle on August 25, 2023 and the company isnt helping with no issues , I paid a high down payment and the car clunks out every 6 days , the manger gives me the run around as well as the service center I have put in a new engine and vehicle doesnt work at all . I cant trade vehicle in at all . The manger doesnt provide any answers , the screen calls
Business Response
Date: 02/26/2024
Response Date: 2/26/2023

RE: ***********************************

Source: BBB Serving ******* and Northern ********
**********************************************************************************************

Complaint ID: ********
Date Complaint Received: 2/25/24

Please allow this to serve as our response to the above-referenced complaint.

The customer is complaining about mechanical issues with the vehicle. The customer purchased the vehicle from ********************** on August 25, 2023. The customer was having issues with the car in that the check engine light was on and the car was overheating.We made several repairs to the car, but the problem persists. We are reaching out to the customer to see if we can get her into a different vehicle.
Although we are sympathetic, the customer is being treated in accordance with her contract with the company and company policy. She 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:02/03/2024
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.
On December 26,2023, I initiated an auto loan application process with Carfect, facilitated by Carfect/*************** **********************************************************, aiming to secure financing for a vehicle purchase. Despite presenting all required documentation and adhering to the application protocols, I encountered several issues that I believe constitute violations of my consumer rights.Timeline and Actions Taken:December 26, 2023: I visited Carfect's ********* location, ********************************************************* to apply for an auto loan. On this date, I was informed that a down payment was a mandatory condition for loan approval, despite my clear indication of financial constraints. This demand was not only unexpected but also lacked justification in the context of consumer credit regulations.January 24, 2024: Upon my return to the dealership to finalize the application, the same down payment requirement for $ ***** was reiterated, effectively denying me access to credit. Despite my efforts to comply with the application process and clarify the situation, I was met with inflexible demands that led to an unjust denial of my loan application.Concerns and Violations Identified:Misrepresentation of Finance Charges: The insistence on a non-negotiable down payment misrepresented the nature of finance charges, contravening the stipulations outlined in 12 CFR ******, 15 USC 1605, which clearly states that finance charges in consumer credit transactions should not include charges payable in a comparable cash transaction.Discriminatory Treatment and Unlawful Barrier to Credit Access: This practice not only imposed an unfair financial burden but also constituted discriminatory treatment, violating the principles of the Equal Credit Opportunity Act, particularly as highlighted in 15 USC 1691(3) and 12 CFR 1002., including 12 CFR 1002.16.Provision of False Information and Noncompliance: Carfect's personnel, by mandating a down payment and providing misleading information regarding its necessity, engaged in actions that align with the willful provision of false information, a clear transgression under 15 U.S. Code 1611.Breach of Privacy Rights: Additionally, the loan application process lacked a clear, conspicuous opt-out mechanism for personal information disclosure, infringing upon my privacy rights under 15 USC 6802(b), 6803.Actions Taken by Me:In response to these issues, I have drafted a formal notice outlining the violations encountered and demanded immediate corrective measures, including a transparent reassessment of my loan application under equitable and lawful terms. A letter has been sent to Carfect (3632 ****************, *******, ** *****, ******************* with copies forwarded to relevant oversight bodies, including the ***** DATCP,FTP.The series of events and the company's actions have not only led to an unjust denial of credit but also raised serious concerns regarding compliance with consumer credit laws and regulations. I seek the intervention of the BBB to address these violations and ensure that my consumer rights are upheld.
Business Response
Date: 02/23/2024
Response Date: 2/23/2023

RE: *******************

Source: BBB Serving ******* and Northern ********
**********************************************************************************************

Complaint ID: ********
Date Complaint Received: 2/18/24

Please allow this to serve as our response to the above-referenced complaint.

************* is complaining that a down payment was required in order for Carfect to approve him for an auto loan and that he did not receive a Privacy Rights notice when he submitted an application. ************** cites Federal Law that prohibits loan furnishers from charging interest on cash down payments. While the internet is **** with people attempting to twist the language of that law to say that it is illegal to require a down payment, that is simply not the case. We know of no local, state, or federal law that prohibits loan furnishers from requiring a down payment. Further, ************** is not a customer of our company and simply filled out a credit application. We do not disseminate any information from credit reports and do not store that information and so do not believe that we are required to furnish a privacy notice.
Although we are sympathetic, ************** is being treated in accordance with company policy. He has been afforded the same opportunities as any similarly situated individuals. 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: 03/04/2024

Complaint: 21241307

I am rejecting this response because:

Dear ********************,

I appreciate your prompt response to my initial complaint. However, I must express my concern regarding the lack of legal substantiation in your claims, particularly the assertion that there are no federal, state, or municipal laws prohibiting loan furnishers from requiring down payments.

Your letter states, "We know of no local, state, or federal law that prohibits loan furnishers from requiring a down payment." This assertion, however, overlooks critical aspects of consumer protection law that, while not explicitly prohibiting down payments, impose stringent requirements on transparency, fairness, and nondiscrimination in credit transactions, effectively regulating such practices:

Truth in Lending Act (TILA) and Regulation Z: TILA, codified at 15 U.S.C. 1601 et seq., and its implementing regulation, Regulation Z (12 CFR Part 1026), require clear disclosure of credit terms and prohibit misleading practices. TILA ensures consumers are not misled about the terms of their credit, including any down payment requirements.

Equal Credit Opportunity Act (ECOA) and ***************** ***** 15 U.S.C. 1691 et seq., and Regulation B (12 CFR Part 1002) prohibit discrimination in any aspect of a credit transaction. Requiring a down payment without a transparent, consistent policy could potentially lead to discriminatory practices, particularly if applied inconsistally or without clear justification, violating ECOA principles.

Fair Credit Reporting Act (FCRA): The ***** particularly Sections 615(a) and 616 (15 U.S.C. 1681m(a), 1681n), mandates specific disclosures upon adverse action based on a credit report. If a down payment requirement leads to adverse action without proper disclosure, it could contravene FCRA requirements.

Your response did not provide specific legal citations that affirm Carfect's right to mandate down payments under these or any other laws. The absence of such references, combined with the potential conflict of your practices with the aforementioned statutes, underscores the necessity for a more detailed legal justification from Carfect.

Given the gravity of these concerns, I urge Carfect to re-examine its stance and provide a comprehensive legal rationale by providing any federal law that justifies its policies, especially regarding down payments, that aligns with federal consumer protection laws. An unsubstantiated assertion does not suffice in matters where consumer rights are potentially at stake.

I look forward to a response that addresses these points with the requisite legal detail and consideration.

Sincerely,

**********************
Attorney-in-fact for ********************* *****
Business Response
Date: 03/18/2024

Response Date: 3/18/2024

RE: *******************

Source: BBB Serving ******* and Northern ********
**********************************************************************************************

Complaint ID: ********
Date Complaint Received: 2/18/24

Please allow this to serve as ourresponse to Mr. ****** rejection.

************* is complaining that a down payment was required in order for Carfect to approve him for an auto loan and that he did not receive a Privacy Rights notice when he submitted an application. ************** cites Federal Law that prohibits loan furnishers from charging interest on cash down payments. We reviewed the laws cited by ************** and do not agree that any of our conduct runs afoul of those laws. We do not need to cite any additional laws or cases as the citations ************** provided show that we are in compliance with Federal Law.

Although we are sympathetic, ************** is being treated in accordance with company policy. He has been afforded the same opportunities as any similarly situated individuals. 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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